Gas Leak

Gas Leak Types

SMELL, SOUND, SIGHT

 ❖ Gas leaks are high priority calls and should be handled with a heightened sense of urgency.
 ❖ Anytime a customer calls with a sign of a gas leak, it is best to handle the call as a Gas Leak to ensure the customer's safety.
 ❖ Depending on the customer's account type or installation, there are different types of gas leaks that can occur.
 ❖ Safety instructions are written and approved by corporate safety & legal. Always relay safety instructions as written to ensure we are relaying them consistently and in accordance with corporate guidelines.

Shutting off a propane tank

 ➤ There are times when a customer may not know how to turn off their tank or stationary cylinder.
 ➤ Service valves and gauges are covered by a metal hood (dome cover) on the top of the bulk tank.
 ➤ Lift the metal hood to locate the service valve.
 ➤ Turn the valve to the right (clockwise).

Leak Process

➤ To select accurate safety instructions, confirm the installation/equipment details in CView

      ❖ If the customer has a meter installation you will need to determine if they are single meter vs. multiple meter system.

➤ After you select the type of leak, follow the script and fill in the Gas Leak Information section of the case

CRM Case Creation Compliance

Enter the Case Summary Required Fields Marked with a RED asterisk*

 • Case type/subtype - For any call that is identified as an Emergency Gas Leak call, the case type is ALWAYS Service, and the sub case type is Gas Leak
 • Called in By - The person on the phone
 • Best Contact Number - The caller's best contact number
 • Reported By - Use the drop-down menu in the field to select the appropriate option
 • Origin - Use the drop-down menu in the field to select the appropriate option
 • Description - Enter a brief description of the gas leak details Example: Customer reports a gas odor at the tank. Full interaction details will be entered later in the Notes and Activities tab

Though not marked with a RED asterisk*, Best Contact Number and Reported By ARE REQUIRED fields in the case summary tab for gas leak calls.

Emergency Service Providers: Dispatcher

 ➤ Fire Departments/County Sheriffs/Dispatchers call AmeriGas and request response to locations where emergencies or gas leaks have been reported.

 ➤ Be sure to obtain the following information:

      • Name of the person calling, badge number, and agency, i.e., Placer County FD.
      • Phone number and extension to reach them.
      • Full address of where the emergency has taken place (search for account).
      • Tank details; size, gas gauge reading, etc. (Is this an AmeriGas tank?)
      • Which emergency responders are on location?
      • Are there any injuries?

Verifying Equipment & Service Request Information

 • To select accurate safety instructions, confirm the installation/equipment details in CView
 • Return to the CRM Case and enter the details in the Service Request Information field of the Service Tab

      • Service Category
      • Service Request Type
      • Is the Customer an AmeriGas Customer?
      • Tank Size
      • Above Ground or Under Ground
      • Tank Ownership

Gas Leak Information

Filling out the Gas Leak Information section is important to communicate the details of the emergency.

Obtain/document complete and accurate information in the Service Tab.

 • Type of Gas Leak
 • Can they see or smell gas
 • Where?
 • How much gas is in their tank?
 • Tank gauge reading (%)
 • Customer OOG? (out of gas)
 • Cylinder Type
 • Caller Type
 • Do they see a vapor cloud, or do they hear hissing?
 • Where?
 • How Large is the vapor cloud
 • Flame visible?
 • Safety information provided?

Dispatcher Checklist

 ► If you are speaking with an emergency dispatcher, you will complete the Dispatcher Checklist within the case.

 ► If you answer yes to any of these questions, include details within the case. These details will determine which AmeriGas personnel we dispatch/contact.

ALWAYS DO THE NOTES & ACTIVITIES TAB

Completing the Emergency Case

Click the Summary tab to apply the appropriate FLAG

Bulk Gas Leak Instructions: Customer

 ➤ Share with the caller, "I am going to read the following instructions and I will need you to confirm if you understand these."
 ➤ Never discount the importance of relaying safety instructions.
 ➤ If the person calling is not at the location where the gas leak is present, provide the caller the safety instructions. The caller can relay them to whoever is at the location while we work on dispatching field personnel.
 ➤ After reading the safety instructions, you will click on, Safety Information has been provided.

CALL SCRIPT

Service - Gas Leak-Safety Instructions 1

I am going to read the following instructions and I will need you to confirm if you understand these.

 1. Put out all smoking materials and other open flames.
 2. DO NOT turn lights or appliances ON or OFF, or do anything to cause a spark.
 3. Get everyone out of the building immediately and give us a number where you can be reached. Is the number [recite number customer called in on] the number we should use?
 4. Shut off the gas supply at the tank, cylinder, or meter if you feel it is safe to do so. 
 5. If you feel uncomfortable or unable to close the container valve or if the leak persists after the valve is closed, please move to a safe location and call 911.
 6. Do you have any questions about these safety instructions?

Safety Information has been provided.

FOR CLOSING GREET REMEMBER TO SAY

  (TAKE CARE, STAY SAFE) 

Metered Gas Leaks

 ➤ You will use SAP - CView to confirm if the customer has a single meter installation or multiple meter installation.
 ➤ Leaks are handled differently depending on their installation.
 ➤ Single-Meter Installation: You will instruct the caller to turn the gas off at the tank, cylinder, or meter if they feel it is safe to do so.

CALL SCRIPT IS THE SAME WITH THE SAFETY INSTRUCTION 1

Metered Gas Leaks (Cont.)

 ➤ Multiple-Meter Installation: You do not instruct the caller to turn the gas off at the tank.
 ➤ Turning the gas off at the tank will stop the supply of propane to all customers connected to the bulk tank.
 ➤ After reading the safety instructions, you will click on, Safety Information has been provided.

1lb Cylinder Gas Leaks

 ➤ ACE drivers deliver 1lb Coleman propane cylinders to a select group of Dollar General stores in the Ohio market.
 ➤ Customers and retail employees may call with safety concerns.
 ➤ After reading the safety instructions, you will click on, Safety Information has been provided.

CALL SCRIPT

Service - Gas Leak - Safety Instructions 4 I am going to read the following instructions and I will need you to confirm if you understand these. 1. Place the cylinder in an upright position and put it in a safe area outside, away from people and vehicles. 2. Contact 911 for local Fire Department assistance as soon as possible. 3. Keep people away from the area until the Fire Department arrives. 4. Do not dispose of the cylinder in the dumpster. After the cylinder is cleared by the Fire Department and declared safe, contact your Company Environmental Health and Safety Department for disposal instructions. 5. Do you have any questions about these safety instructions? Safety Information has been provided.

ACE & Motor Fuel Cylinder Gas Leaks (Cont.)

Select the type of cylinder leak.

• ACE = AmeriGas Cylinder Exchange

Cynch = A home delivery program where cylinders are fueled by AmeriGas and propane grill tanks are delivered to a customer's home.

Other Motor fuel cylinders or other cylinder sizes other than ACE. This could include fork-lifts, floor buffers, etc.

Cylinder Leaks vs. Defective Cylinder

 ➤ If the customer states the cylinder is still leaking after it was disconnected or after they shut off the service valve, we will process the call as a gas leak.

 ➤ If the caller states that the cylinder is "not leaking" on the recorded line, we will process the call as a defective cylinder.

 ➤ Instruct the customer to return the cylinder to the place of purchase to exchange, or to a vending machine to obtain a replacement.

 ➤ Dispenser Gas Leaks

The retailer's employees are trained and should be familiar with the valves that operate and shut-down the dispenser tank.

Dispenser Gas Leaks (Cont.)

 ➤ RVs and motor home tanks come in a variety of sizes and can be filled while on the RV/motor home or when removed.

 ➤ When dispenser customers call in to report a leak with a tank/cylinder that is being filled, we will create a case and provide safety instructions.

 ➤ We will dispatch AmeriGas personnel for a response to our dispenser customer.

 ➤ If they are not at a dispenser location and it is not an AmeriGas cylinder, you will provide safety instructions and resolve the case.

AmeriGas Facility Gas Leaks

 ➤ Gas leaks at an AmeriGas District/Plant should be logged as Bulk Gas Leaks.
➤ A caller may be someone who has driven by an AmeriGas office and has smelled gas or has experienced other signs of a gas leak.
➤ Document specific details/information provided by the caller within the case.
➤ If you locate the address in CRM, create a case using this information. If not, you will need to create a contact first, before you can create a case.

Pipeline/Terminal Gas Leaks

➤ Propane is stored at a Pipeline/Terminal prior to being delivered to the local AmeriGas District/Plant by a transport truck.
➤ Callers driving by these areas may call in to report symptoms of a gas leak.
➤ Follow the script and complete the fields that pertain to Pipeline/Terminal.

Pipeline/Terminal Gas Leaks (Cont.)

➤ Provide safety instructions to the caller.
➤ After reading the safety instructions, you will click on, Safety Information has been provided.
➤ Document any additional details within your case.
➤ We will dispatch/alert field personnel for response.

Propane Transport International (PTI)

➤ PTI transports and delivers propane to our local District/Plant locations or other storage facilities.

➤ If you receive a call that involves a PTI emergency or incident, call the Help Desk to alert a member of the RCC leadership team.

➤ If dispatchers do not have local District personnel to contact, they will call the following:

      1. Region Director (RD)
      2. Field Safety Manager (FSM)
      3. Division Safety Director (DSD)
      4. Safety Manager, Supply and Logistics

CO Detector Calls

➤ What is carbon monoxide (CO)? A colorless, odorless, tasteless, flammable gas.

➤ A CO leak may or may not be related to the customer's propane.

➤ Local emergency responders should have the necessary equipment to test for CO levels.

CO Detector Calls (Cont.)

➤ When the caller is Not an AmeriGas customer, you will inform them that we will not be dispatching a driver/technician to their home.

➤ Per the safety instructions, you will advise them that this is a matter for the Fire Department or alternate contact (HVAC) to handle.

Fuel Oil Spills

➤ Fuel oil is an environmental hazard.

➤ AmeriGas does not fix fuel oil spills.

➤ No safety instructions are given.

➤ Document details in Description field and under Notes & Activities within the case.

What is Considered an Emergency Call

Any indication of a Gas Leak, the call Must be treated as a Gas Leak.

➤ If the customer is experiencing a gas odor.
➤ If the customer can see bubbling at the tank.
➤ If the customer hears hissing.
➤ If there is frost/icing on the tank or valves.

➤ If the customer's pressure, usage or percentage has significantly dropped.
➤ Compromised equipment (tank leaning/floating, regulator, pipes, lines, etc.)
➤ If the customer's Carbon Monoxide detector is going off

A Fuel/Oil Spill is also considered an Emergency call