Specializing in restoring residential and commercial properties damaged by fire, water, storms, mold and other disasters for more than 60 years, Paul Davis Restoration is a one-stop disaster mitigation company. With more than 350 independently owned franchises in the U.S. and Canada, the brand has built a solid reputation as a trusted source for a variety of major cleanups. By Jessica Petrucelli
Specializing in restoring residential and commercial properties damaged by fire, water, storms ,mold and other disasters for more than 60 years, Paul Davis Restoration is a one-stop disaster mitigation company. With more than 350 independently owned franchises in the U.S. and Canada, the brand has built a solid reputation as a trusted source for a variety of major cleanups.
What many clients might not realize is how personal and immediate the company’s guidance is, and it starts at the scene of the disaster with a frontline crew of emergency recovery coordinators (ERCs).
“When we arrive, most families have no idea where to begin or what they should or shouldn’t do next,” said Brent Roberts, an ERC at Paul Davis Restoration of Utah. “We walk them through the immediate steps such as securing the property with a board-up, extracting excess water if necessary and identifying personal belongings that can be salvaged. We also help homeowners understand the insurance claims process. Our goal is to remove as much uncertainty as possible so families can focus on moving forward.”
ERCs are often former firefighters, police officers or EMS workers who become the first point of contact right after a disaster. They combine emotional first-response work with logistics coordination and relationship-building with adjusters, project managers and first responders. The first ERC in Utah was introduced about 10 years ago, and since then, the role has become an important part of how their team provides immediate guidance and support during an incredibly difficult time.
According to Roberts, building strong relationships with local fire departments is one of the most important parts of what ERCs do. While coordinators are often meeting clients on the worst day of their lives, they are professionally trained to offer empathy and focus on immediate solutions.
“We ask about their family and pets, acknowledge what they’ve been through and reassure them that we’re there to help,” Roberts said. “From there, we focus on immediate solutions that can begin right away – even before insurance approvals are finalized. The goal is to replace uncertainty with direction and help families feel like they’re no longer facing the situation alone.”
Jessica Petrucelli