IICRC WRT Job Scope, Customer Communication and Professional Ethics — Questions and Answers
Question 1: Before starting mitigation work, what should be obtained from the customer?
- A signed work authorization (Correct answer)
- A final payment
- A building permit for every job
- A social media review
Correct answer: A signed work authorization
A signed work authorization sets out the scope of work and the contractor's right to proceed, protecting both parties.
Question 2: During the job, additional hidden damage is discovered that changes the scope. What should the technician do?
- Ignore it
- Fix it silently and absorb the cost
- Document it and obtain approval for the change before proceeding (Correct answer)
- Tell the client it is not covered and leave
Correct answer: Document it and obtain approval for the change before proceeding
Scope changes need to be documented and communicated to the client and, when appropriate, the insurer, so everyone approves the added work.
Question 3: A technician finds pre-existing damage unrelated to the water loss. What is the ethical response?
- Hide it
- Include it in the water loss to help the client
- Document and report it accurately without misrepresenting its cause (Correct answer)
- Refuse to complete the job
Correct answer: Document and report it accurately without misrepresenting its cause
Accurate, honest documentation is a core ethical duty, and misrepresenting damage can amount to fraud.
Question 4: A technician suspects asbestos in materials they must disturb. What is the right course?
- Proceed quickly with a mask
- Wet the material and continue
- Stop and have the material tested by a qualified professional before disturbing it (Correct answer)
- Remove it into a normal dumpster
Correct answer: Stop and have the material tested by a qualified professional before disturbing it
Suspect materials must be tested and handled according to regulations by qualified personnel. This is beyond the water technician's scope.
Question 5: Why does the technician explain the drying process and expected timeline to occupants?
- To set realistic expectations and reduce confusion about noise, equipment, and days required (Correct answer)
- To avoid doing the work
- To hide costs
- It is optional and has no purpose
Correct answer: To set realistic expectations and reduce confusion about noise, equipment, and days required
Clear communication manages expectations about equipment, noise, and monitoring visits, which builds trust and reduces complaints.
Question 6: Why does the contractor supply drying documentation to the insurance adjuster?
- To justify the equipment used and the days of drying billed (Correct answer)
- Only to satisfy marketing needs
- To hide drying times
- It is not usually needed
Correct answer: To justify the equipment used and the days of drying billed
Daily logs, moisture readings, and psychrometric data demonstrate that the equipment and duration were necessary and support payment.
