Triage and Dispatch

Triage and dispatch is the maintenance workflow for reviewing incoming requests, deciding how urgent they are, and routing them to the right technician or vendor. It separates emergencies from routine, preventive, and turn-related work so each request gets the right service level. Dispatch is the handoff that sends the assignment, details, priority, and next steps to the person responsible for completing the work.

A resident reports water leaking under a kitchen sink. The request is classified as an emergency or high-priority issue, routed to an available technician with plumbing skills, and sent with the resident details, permission-to-enter notes, and priority level so work can begin quickly.

For multifamily operations leaders, triage and dispatch protect response times, accountability, and resident experience. A consistent process helps emergencies move fast without bypassing the system, while routine work stays organized by priority, skill, workload, and availability. It also improves oversight because supervisors can track assignments, reassign work, monitor service levels, and identify bottlenecks.