When to use this
Use this source card when a resident changes an emergency contact, asks who is on file, wants a relative or caregiver added, reports a disconnected phone, asks staff to contact someone else about maintenance access, or when a vendor/manager needs to know whether a third party can receive updates.
Human-review rule: emergency contacts are not automatic permission to discuss rent, lease, legal, medical, payment, complaint, or maintenance details. A property manager should verify policy, lease language, resident consent, privacy rules, and urgency before using or sharing contact information.
Copy/paste emergency-contact source card
| Field | What to verify | Example / options |
|---|---|---|
| Resident and unit | Resident name, unit, account/lease ID, and whether the requester is the resident of record. | [Resident], [Unit], [Lease/CRM ID] |
| Request type | Add, remove, replace, confirm, correct typo, update phone/email, temporary contact, caregiver/authorized person, emergency-only note. | Replace emergency contact phone number |
| Source of request | Resident portal, signed form, email from address on file, in-office ID check, phone call verified by callback, lease document, manager note. | Portal request from resident login |
| Contact details | Name, relationship, phone, email, address if needed, preferred language, best time, and whether the contact is temporary or permanent. | [Name], [relationship], [phone], [email] |
| Permission scope | Emergency only, access coordination only, maintenance status only, package/entry only, no rent/lease/account details, or manager-approved broader authorization. | Maintenance access coordination only |
| Identity/privacy check | Whether the resident's identity and consent were verified before exposing or changing contact details. | Verified via portal + manager review |
| Urgency / safety trigger | Is this a routine record update, welfare/safety concern, access emergency, lockout, leak/fire/utility issue, or medical/law-enforcement sensitive matter? | Routine update; no emergency claim |
| CRM label | Label the record so future AI or staff know the limits. | emergency_contact_updated, third_party_limited_scope, manager_review_required |
Resident-safe confirmation snippets
- Routine update received: “Thanks — we received your emergency-contact update request for [contact name]. Our team will verify the record before using it for any resident or maintenance communication.”
- Need source proof: “To keep your account private, please submit this update through [approved channel] or contact the office directly so we can verify the change before editing the record.”
- Limited-scope contact: “We can note [contact name] for [specific purpose], but lease/account details still need to be handled through the resident or an approved manager-reviewed authorization.”
- Emergency/safety boundary: “If this is an immediate safety, medical, fire, police, or utility emergency, please contact the appropriate emergency service first, then update the property team through the official channel.”
STOP AUTOMATION guardrails
- STOP AUTOMATION if the requester is not verified as the resident, authorized agent, or approved staff member.
- STOP AUTOMATION if the message asks staff to reveal another person's phone, email, account status, payment, complaint, lease, medical, or legal details.
- STOP AUTOMATION if a contact update appears tied to domestic conflict, harassment, lockout, elder/medical issue, law enforcement, restraining order, accessibility/accommodation, or emergency welfare concern.
- STOP AUTOMATION if AI is about to call, text, email, or disclose details to a third party without a verified permission scope.
- STOP AUTOMATION if a vendor, owner, or resident asks to use emergency-contact details for convenience instead of an approved property-management process.
AI prompt for internal review
You are helping a property-management team review an emergency-contact update request.
Use only the fields below. Do not invent consent, relationship, authority, urgency, lease terms, medical facts, account status, rent/payment details, legal advice, or contact permissions.
Resident/unit: [paste]
Request type: [paste]
Source/proof: [paste]
Contact details: [paste]
Permission scope: [paste]
Urgency/safety notes: [paste]
CRM labels/history: [paste]
Return:
1. Safe one-sentence resident acknowledgement.
2. Missing proof or identity checks.
3. Allowed use of the contact, if any.
4. STOP AUTOMATION triggers.
5. Manager/legal/privacy review notes.Use this inside a larger resident-response system
This checklist is a free companion resource from Horizon Flow. The paid Local Lead Rescue System expands this style of source-card workflow into missed-call, resident-message, maintenance, quote follow-up, and CRM handoff templates with human-review guardrails.
Start with the free missed-lead checklist or browse the Horizon Flow resource hub.