I took some time to do a Facebook Live video describing Latchel's 3 step process. The reason we use 3 steps when taking maintenance calls is that it reduces our cost and ensures the right people are taking the right actions for their skill set.
Here's the 3 Step Process along with the video:
Screen for Emergency or Non-Emergency
Troubleshoot in order to de-escalate an emergency
Dispatch a vendor within 2 hours to mitigate damage