IICRC WRT Job Scope, Customer Communication and Professional Ethics 2 — Questions and Answers
Question 1: During mitigation, a technician discovers hidden mold growth behind baseboards that was not in the original scope. What should the technician do first?
- Spray biocide and cover the area with new baseboards
- Stop work in that area and document and communicate the change to the customer and responsible parties (Correct answer)
- Remove the mold immediately to save time
- Ignore it because mold is not part of water damage work
Correct answer: Stop work in that area and document and communicate the change to the customer and responsible parties
Newly discovered conditions that change the scope must be documented and communicated before proceeding, and mold remediation follows IICRC S520.
Question 2: Which document gives the restoration company legal permission to begin work on a customer's property?
- Psychrometric log
- Work authorization signed by the customer (Correct answer)
- Certificate of satisfaction
- Moisture map
Correct answer: Work authorization signed by the customer
A signed work authorization (authorization to perform services) is required before starting mitigation work.
Question 3: A homeowner asks the technician whether their insurance policy will cover the loss. What is the most appropriate response?
- Tell them it definitely will not be covered
- Assure them it will be covered
- Read the policy and give a binding coverage opinion
- Explain that coverage decisions are made by the insurer and refer them to their adjuster or agent (Correct answer)
Correct answer: Explain that coverage decisions are made by the insurer and refer them to their adjuster or agent
Technicians should not interpret insurance coverage; that is the insurer's role.
Question 4: According to the ANSI/IICRC S500, which party is generally responsible for determining the scope of work on a water damage job?
- The customer's neighbor
- The local building inspector
- The restorer, based on inspection and assessment (Correct answer)
- The flooring manufacturer
Correct answer: The restorer, based on inspection and assessment
The restorer performs inspection and preliminary determination to establish the scope of work.
Question 5: Why should a technician take photographs before beginning any mitigation work?
- Photos are only needed if the customer requests them
- To post them on social media for marketing
- To document pre-existing conditions and the extent of damage (Correct answer)
- To replace the need for a moisture map
Correct answer: To document pre-existing conditions and the extent of damage
Pre-work photos document existing conditions and damage, protecting all parties and supporting claims.
Question 6: A customer is visibly upset after a pipe burst flooded their home. What communication approach is most professional?
- Tell them the damage is worse than it is to speed approval
- Promise everything will be restored by tomorrow
- Avoid talking to them and start working
- Listen empathetically, explain the process clearly, and set realistic expectations (Correct answer)
Correct answer: Listen empathetically, explain the process clearly, and set realistic expectations
Empathy combined with clear explanation and realistic expectations builds trust with distressed customers.
Question 7: Which situation would most likely require the involvement of a specialized expert beyond the WRT scope?
- Setting up dehumidifiers
- Taking moisture readings
- Suspected asbestos-containing materials in damaged drywall texture (Correct answer)
- Extracting water from carpet
Correct answer: Suspected asbestos-containing materials in damaged drywall texture
Suspected asbestos requires testing and abatement by qualified, licensed professionals before disturbance.
