Daycare Record Child care inspection records

YMCA of Greater PGH/Ohara Elementary

115 Cabin Ln, Pittsburgh, PA 15238 · Allegheny County
2 core-safety citations in last 12 months Keystone STAR 2

YMCA of Greater PGH/Ohara Elementary is a certified child care center in Pittsburgh, PA. It holds a Keystone STAR 2 rating. Since August 2021, Pennsylvania certification staff have inspected it 8 times. The state cited 36 violations, 10 of them core-safety (supervision, staff ratios, discipline, background checks, child protection or safe sleep), most often for health & medication (11 of 36). 7 citations came in the last 12 months, including 2 on a core-safety topic. Measured by topic-weighted citations per inspection, it is tied for #61 of 251 centers in Pittsburgh and has more citations per inspection than 58% of Pennsylvania certified centers.

Inspection record

More citations than 58% of 4,789 Pennsylvania certified centers, per inspection, weighted by topic. About typical
Tied for #61 of 251 centers in Pittsburgh
10 Core-safety citations
26 Other citations
8 Inspections
0 Complaint investigations that found violations
36 citations from 12 state visits since Aug 16, 2021 · 7 in the last 12 months · last inspected Nov 20, 2025

Every state visit

2022 2023 2024 2025 2026 INSPECTIONS (top) · REPORTS & INVESTIGATIONS (bottom) Jul 16, 2026 · Report/investigation · citation found Jul 2, 2026 · Report/investigation · citation found Nov 20, 2025 · Inspection · citation found Jul 9, 2025 · Report/investigation · citation found Nov 12, 2024 · Inspection · citation found Jul 22, 2024 · Inspection · citation found Nov 28, 2023 · Inspection · citation found Aug 2, 2023 · Inspection · citation found Jul 5, 2023 · Report/investigation · citation found Feb 24, 2023 · Inspection · citation found Nov 16, 2022 · Inspection · citation found Nov 16, 2021 · Inspection · citation found
Violation found No violation Top row: inspections · bottom row: complaint investigations, self-reported incidents and other visits

What inspectors cited most

Health & medication 11
Supervision 7
Training & qualifications 6
Records & paperwork 4
Building & playground safety 3
Staff ratios 2
Food & feeding 1
Background checks 1
Emergency preparedness 1

Citations, newest first

Citation Jul 16, 2026 Other state visit Training & qualifications
Water safety 55 Pa. Code §3270.31(e)(4)(iv)
On July 16, 2026, Staff Person #1 was observed to be participating in swimming activity and responsible for 5 school age children. The facility was unable to provide verification that Staff Person #1 had received water safety instruction from a certified lifeguard prior to participation and being assigned responsibility for children engaged in swimming activity.
Center’s plan of correction (implemented, Aug 4, 2026): “Staff person #1 has been removed from care and will no longer be participating in swimming activity.”
Follow-up Jul 16, 2026 Other state visit Records & paperwork
Each child care space 55 Pa. Code §3270.124(c)
SECOND CITATION. An emergency contact form was not present for child #1, a school age child, participating in swimming activity at the time of the inspection. FACILITY PREVIOUSLY CITED ON 7.2.26.
Center’s plan of correction (implemented, Aug 4, 2026): “The last day of care for Child #1 was July 17th. The child will not return until emergency contact form is received.”
Re-cited at a follow-up visit; counted once, with the original citation.
Core safety Jul 2, 2026 Other state visit Supervision
Staff assigned to specific children 55 Pa. Code §3270.113(a)(1)
Staff Person #1 and #2 were observed to be caring for 24 school age children at the park across from the swimming pool. Staff Person #1 identified being responsible for 12 school age children and used identification tags to show their group. Using the tags, Staff Person #1 reported that they did not know who the one child was from the group. They also identified another child as someone who was later identified by Staff Person #2 as one of their children. It was confirmed that the child they both identified was actually in Staff Person #2's group which meant that Staff Person #1 had not identified one of their children.
Center’s plan of correction (implemented, Jul 16, 2026): “Corrected while on site. Each camper was assigned to a specific staff member.”
Inspection status on COMPASS: Non Compliant – Finalized
Core safety Jul 2, 2026 Other state visit Supervision
Lifeguard training/supervision 55 Pa. Code §3270.115(a)(6)
The facility was scheduled to participate in swimming from 1pm-2:30pm. At approximately 2pm, another YMCA program was observed to arrive at the swimming pool. It was reported that Staff Person #3, the designated lifeguard for the facility, would also be the designated lifeguard to the other YMCA facility at the same time. Each location is required to have their own assigned lifeguard during swimming activity.
Center’s plan of correction (implemented, Jul 21, 2026): “Corrected while on site. Swimming was concluded for the day.”
Inspection status on COMPASS: Non Compliant – Finalized
Citation Jul 2, 2026 Other state visit Building & playground safety
Pertinent Laws & Regulations/General Health and Safety 55 Pa. Code §3270.14/3270.21
Sunscreens, labeled Keep Out of Reach of Children, were observed in the grassy area at the park area across from street from the pool where school age children were waiting for their turn to swim. The sunscreens were accessible to the children.
Center’s plan of correction (implemented, Jul 16, 2026): “The sunscreen was made inaccessible to the youth.”
Inspection status on COMPASS: Non Compliant – Finalized
Citation Jul 2, 2026 Other state visit Records & paperwork
Each child care space 55 Pa. Code §3270.124(c)
Emergency contact forms were not present in the pool area where 12 school age children were receiving care. The emergency contact forms were with a separate group of 24 school age children at the park across the street from the pool area. The emergency contact forms were then brought to the pool area with the second group of school agers who went to swim, which resulted in school age children being at the park without emergency contact forms present.
Center’s plan of correction (not implemented, Jul 16, 2026): “All emergency contact forms will be present with each staff member for each child enrolled in camp at all times.”
Inspection status on COMPASS: Non Compliant – Finalized
Citation Nov 20, 2025 Inspection Building & playground safety
Pertinent Laws & Regulations/General Health and Safety 55 Pa. Code §3270.14/3270.21
Five spray bottles containing a disinfectant cleaning solution and one bottle of Super Sorb instant absorber were observed on a table accessible to children receiving care in the child care space. The cleaning materials were all labeled Keep Out of Reach of Children. Announcement C-24-02 requires cleaning and other toxic materials shall be kept in an area or container that is locked or made inaccessible to children.
Center’s plan of correction (implemented, Dec 11, 2025): “Staff will plan to correct this violation by asking the school to keep their chemicals in a more secure location that is not accessible to children.”
Citation Nov 20, 2025 Inspection Health & medication
Exam communicable disease 55 Pa. Code §3270.151(c)(3)
The current health report on file for Staff Person #1 lacked information related to an examination for communicable disease.
Center’s plan of correction (implemented, Dec 11, 2025): “A new health assessement has been completed.”
Core safety Jul 9, 2025 Other state visit Supervision
Staff:child ratios while swimming 55 Pa. Code §3270.115(a)(5)
While participating in swimming activity, Staff Person #1 identified being responsible for a group that included 7 young school agers. The Staff:Child ratio while young school age children are swimming is 1:6.
Center’s plan of correction (implemented, Jul 23, 2025): “Staff will make sure that there is a ratio of 6:1 while swimming with school age children.”
Citation Nov 12, 2024 Inspection Health & medication
Health information 55 Pa. Code §3270.131(a)
The files for Children #1 and #2 lacked an initial health assessment within 60 days of their enrollment at the facility.
Center’s plan of correction (implemented, Dec 2, 2024): “The director and staff will request the parent of the enrolled children to provide the initial health reports.”
Show 27 older citations
Citation Nov 12, 2024 Inspection Training & qualifications
Age and Training 55 Pa. Code §3270.31(e)
The file for Staff Person #1 lacked 12 hours of child care training in their assessed training year of October 2023 and October 2024.
Center’s plan of correction (implemented, Dec 2, 2024): “Staff has completed 12 hours of training.”
Citation Jul 22, 2024 Inspection Health & medication
Locked 55 Pa. Code §3270.133(4)
An EpiPen was observed in an unlocked backpack on the ground in the outdoor play space where the children were playing. The backpack was accessible to children receiving care in the space.
Center’s plan of correction (implemented, Aug 13, 2024): “A bag lock was placed on the bag to prevent children's access.”
Citation Jul 22, 2024 Inspection Food & feeding
Potentially hazardous food refrigerated 55 Pa. Code §3270.161(d)
Lunchboxes containing potentially hazardous food were observed in many of the lunch boxes being maintained in the individual hallway lockers. These potentially hazardous foods included several Lunchables, meats and cheeses, yogurt cups and tubes, and left over meals from home to include pasta and pizza.
Center’s plan of correction (implemented, Aug 13, 2024): “Lunchboxes were placed in the refrigerator.”
Core safety Nov 28, 2023 Inspection Background checks
Comply with CPSL/CPSL information 55 Pa. Code §3270.32(a)/3270.192(4)
The disclosure statement in the file for person #2 was from previous employment in the legal entity's unlicensed summer camp.
Center’s plan of correction (implemented, Jan 3, 2024): “A new disclosure for staff person #2 was obtained.”
Citation Nov 28, 2023 Inspection Emergency preparedness
Emergency plan 55 Pa. Code §3270.27(a)(6)
The most recent emergency drill documented at the facility was dated 11/1/23. Documentation of the previous emergency drill could not be located, so timeliness could not be assessed.
Center’s plan of correction (implemented, Jan 3, 2024): “The emergency drill was conducted on 11/1/2023, as noted on the emergency drill log.”
Citation Nov 28, 2023 Inspection Training & qualifications
Health and Safety Training 55 Pa. Code §3270.31(f)
The file for staff person #3, who had worked with children more than 90 days, did not include first-aid/CPR training.
Center’s plan of correction (implemented, Jan 3, 2024): “Staff person #3 has been on leave since mid-October. The person will receive the first aid/CPR training before she returns to the program.”
Citation Nov 28, 2023 Inspection Training & qualifications
Each staff person meets quals 55 Pa. Code §3270.33(a)
The file for staff person #1 included a foreign degree that had not been translated by an acceptable agency, so the level of education could not be determined.
Center’s plan of correction (implemented, Jan 3, 2024): “Staff person #1 is considered a child care aide until we receive proof of 2500 hours verified experience working with children.”
Citation Aug 2, 2023 Inspection Health & medication
Locked 55 Pa. Code §3270.133(4)
There were two excursion bags observed lying near the fence in the grassy area of the pool, making them accessible to children. The bags contained several medications, including inhalers and epi-pens.
Center’s plan of correction (implemented, Oct 24, 2023): “The medication was moved to a locked excursion bag.”
Core safety Jul 5, 2023 Other state visit Staff ratios
Similar Age Level 55 Pa. Code §3270.51
At approximately 1:30 pm, staff person #5 was observed in the pool 6 children. At approximately 2 pm, staff person #5, was observed walking from the pool to the grassy area with 4 children. It was determined that 2 of the children had run off and staff person #5 did not know where they were, for approximately 2-3 minutes. Staff person #5 was heard telling the two children that they scared them because the staff person did not know where they were. Based on conversation with staff, staff person #6 spotted the 2 children near the mushroom fountain, which is at the other end of the grassy area, and sent them back over to join staff person #5.
Center’s plan of correction (implemented, Aug 2, 2023): “The children were immediately joined with staff person #5 and accounted for. When all of the children arrived back at camp after swimming, the staff told all of the children to not run off ahead of their counselors during swimming, field trips, going to the playground, going to the gym, bathroom…”
Inspection status on COMPASS: Non Compliant – Finalized
Core safety Jul 5, 2023 Other state visit Supervision
Supervised at all times 55 Pa. Code §3270.113(a)
At approximately 1:30 pm, staff person #5 was observed in the pool 6 children. At approximately 2 pm, staff person #5, was observed walking from the pool to the grassy area with 4 children. It was determined that 2 of the children had run off and staff person #5 did not know where they were, for approximately 2-3 minutes. Staff person #5 was heard telling the two children that they scared them because the staff person did not know where they were. Based on conversation with staff, staff person #6 spotted the 2 children near the mushroom fountain, which is at the other end of the grassy area, and sent them back over to join staff person #5.
Center’s plan of correction (implemented, Aug 2, 2023): “The children were immediately joined with staff person #5 and accounted for.”
Inspection status on COMPASS: Non Compliant – Finalized
Core safety Jul 5, 2023 Other state visit Supervision
Staff assigned to specific children 55 Pa. Code §3270.113(a)(1)
At approximately 1:30 pm, upon entering Highland Park swimming pool, staff person #1 was observed standing near the edge of the pool, speaking to staff person #2, the lifeguard. At the same time, staff persons #3 and #4 were observed with 29 school-age children in the grassy area near the fence on the parking lot side of the pool, a combination of 20 young school-agers and 9 older school-agers. After a brief conversation with staff person #2, staff person #1 joined the staff and children in the grassy area. All three staff were wearing supervision ID tags with the children's names. When asked to identify their groups, staff person #1 identified 6 children, staff person #3 identified 10 children and staff person #4 identified 12 children, leaving one child not identified by anyone. As each staff person was asked to identify their groups, the names of the children they identified were read back to them to confirm the names and number of children in their group. Staff were then told that there was a child who hadn't been identified by anyone. The names of children in each staff person's group were reviewed with them a second time, again, to confirm names and number of children in…
Center’s plan of correction (implemented, Aug 2, 2023): “Swimming was stopped and children got out of the pool.”
Inspection status on COMPASS: Non Compliant – Finalized
Core safety Jul 5, 2023 Other state visit Supervision
Staff:child ratios while swimming 55 Pa. Code §3270.115(a)(5)
At approximately 1:30 p m, upon entering Highland Park swimming pool, it was observed that there were 2 staff in the pool with 12 children and 3 staff in the grassy area with 29 children, for a total of 41 children, a combination of 32 young schoolagers and 9 schoolagers.Because the children and staff were all within the boundaries of the pool area, they could not maintain swim ratios. They would need at least 7 staff to maintain proper swim ratios.
Center’s plan of correction (implemented, Aug 2, 2023): “Swimming was stopped and children got out of the pool.”
Inspection status on COMPASS: Non Compliant – Finalized
Core safety Jul 5, 2023 Other state visit Supervision
Lifeguard training/supervision 55 Pa. Code §3270.115(a)(6)
Staff person #2, the lifeguard who was on duty for this facility, was also the acting lifeguard for a separate facility at the pool, under the same legal entity.
Center’s plan of correction (implemented, Aug 2, 2023): “Swimming was stopped.”
Inspection status on COMPASS: Non Compliant – Finalized
Citation Jul 5, 2023 Other state visit Building & playground safety
Locked or inaccessible 55 Pa. Code §3270.66(a)
There were two excursion bags observed lying near the fence in the grassy area of the pool, making them accessible to children. The bags contained hand sanitizer, which included instructions to keep out of the reach of children.
Center’s plan of correction (implemented, Aug 2, 2023): “The sanitizer was removed from the two excursion bags.”
Inspection status on COMPASS: Non Compliant – Finalized
Citation Jul 5, 2023 Other state visit Health & medication
Name on bottle 55 Pa. Code §3270.133(3)
There was an unlabeled epi-pen in one of the excursion bags at the pool. Based on conversation with staff, it belonged to child #1.
Center’s plan of correction (implemented, Aug 2, 2023): “Child #1 no longer attends. All medications are now labeled.”
Inspection status on COMPASS: Non Compliant – Finalized
Citation Jul 5, 2023 Other state visit Health & medication
Locked 55 Pa. Code §3270.133(4)
There were two excursion bags observed lying near the fence in the grassy area of the pool, making them accessible to children. The bags contained several medications, including inhalers and epi-pens.
Center’s plan of correction (not implemented, Aug 2, 2023): “Medications were made inaccessible to children.”
Inspection status on COMPASS: Non Compliant – Finalized
Citation Jul 5, 2023 Other state visit Health & medication
Original label 55 Pa. Code §3270.133(5)
The epi-pen for child #1 expired in June 2023
Center’s plan of correction (implemented, Aug 2, 2023): “Child #1 no longer attends.”
Inspection status on COMPASS: Non Compliant – Finalized
Citation Jul 5, 2023 Other state visit Health & medication
Written consent 55 Pa. Code §3270.133(6)
On 7/5/23, the following medications were observed in the excursion bags at the pool: There was a medication log on site for the epi-pen for child #1, but it was not signed and dated by a parent. There was no medication log/parental consent on site for the inhaler for child #2 and #3. There was a med log and a care plan on site for the epi-pen for child #4, but neither documents were signed and dated by a parent. On 7/6/23, when photos of the medication logs were texted to this certification representative, the logs were signed by a parent, but the dates appeared altered. The original date on the log for child #1 appeared to be 7/6/23, but the number "3" was written over top of the number "6," making the date 7/3/23. The original date on the log for child #2 appeared to be 7/6/23, but the number "5" was written over the top of the number "6," changing the date to 7/5/23. The original date on the log for child #3 appeared to be 7/6/23, but the entire date was scratched out and "6/26/23" was written above it. The log and care plan texted to this rep for child #4 still did not include a parent signature.
Center’s plan of correction (implemented, Jul 26, 2023): “Child #1 is no longer with the program. New medication logs for children #2, #3 and #4 are being obtained with parent signatures and dates.”
Inspection status on COMPASS: Non Compliant – Finalized
Citation Feb 24, 2023 Inspection Health & medication
Current medication and reason 55 Pa. Code §3270.131(d)(3)
The 2nd box on the health report for child #1 was not checked and there was no information from the physician regarding the child's current medications and the reasons for the medications.
Center’s plan of correction (implemented, Mar 1, 2023): “Child #1 will not will not attend the program until the parent has provided additional documentation that addresses the information that's missing on the health report.”
Citation Nov 16, 2022 Inspection Health & medication
Completed or signed by physician, PA, or CRNP 55 Pa. Code §3270.131(c)
The title of the individual who signed the health report in the file for child #1 was listed as "chiropractor."
Center’s plan of correction (implemented, Feb 24, 2023): “Child has appointment with physician 2/23/2023 to get new health report completed by physician as meets DHS regulations.”
Citation Nov 16, 2022 Inspection Health & medication
Acute or chronic health problem 55 Pa. Code §3270.131(d)(4)
The health report in the file for child #2 did not include an assessment of an acute or chronic health problem or special need and recommendations for treatment or services, including information regarding abnormal results of screening tests for vision, hearing or lead poisoning.
Center’s plan of correction (implemented, Feb 24, 2023): “We will make sure a physician verifies the information in the FARE plan and signs it.”
Citation Nov 16, 2022 Inspection Training & qualifications
Fire safety - 1 yr. 55 Pa. Code §3270.31(e)(4)(ii)
The last two fire safety trainings in the file for staff person #1, #3, #4 and #5 were dated more than 12 months apart.
Center’s plan of correction (implemented, Feb 13, 2023): “Staff person 1,3, 4, and 5 have an up to date fire safety.”
Citation Nov 16, 2022 Inspection Training & qualifications
Health and Safety Training 55 Pa. Code §3270.31(f)
The only acceptable FA/CPR training in the file for staff person # 2. employed before 4/29/22 and beyond their first 90 days working with children was dated 11/7/22. The file for staff person #3. #4 and #5, all hired before 4/29/22 and beyond their first 90 days working with children, was dated 6/9/22.
Center’s plan of correction (implemented, Feb 13, 2023): “All above staff have received the proper FA/CPR.”
Citation Nov 16, 2022 Inspection Records & paperwork
Child's name, birth date 55 Pa. Code §3270.124(b)(1)
The emergency contact information in the file for child #1 did not include the child's date of birth.
Center’s plan of correction (implemented, Feb 13, 2023): “Child's date of birth was provided and filled out on the emergency contact information.”
Citation Nov 16, 2022 Inspection Records & paperwork
Name/address/phone release person 55 Pa. Code §3270.124(b)(7)
The emergnecy contact information in the file for child #1 did not include addresses for 5 of the 6 release persons.
Center’s plan of correction (implemented, Feb 13, 2023): “Addresses were provided for all release persons and filled out on child's emergency contact information.”
Core safety Nov 16, 2021 Inspection Staff ratios
Mixed Age Level 55 Pa. Code §3270.52
At approximately 4:40 PM on 11/16/21, Facility Person #1 left the classroom where she and Facility Person #2 were supervising 16 young schoolagers and one older schoolager to walk down the hall and answer the door, leaving Facility Person #2 the only staff person in classroom supervising the 17 schoolagers.
Center’s plan of correction (implemented, Feb 9, 2022): “Noncompliance corrected on site during Inspection (11/16/2021). Facility Person #1 returned to the classroom, putting themselves and Facility Person #2 in an appropriate staff:child ratio of 2:17-- 1:12 being the requirement for school age children.”
Citation Nov 16, 2021 Inspection Records & paperwork
Name/address/phone release person 55 Pa. Code §3270.124(b)(7)
The emergency contact form on file for child #1 did not include all release persons listed on the agreement or the addresses of the three release persons listed.
Center’s plan of correction (implemented, Jan 6, 2022): “Noncompliance corrected 11/30/2021. Parent wrote in addresses of all release persons listed on emergency contact form on file and dated.Noncompliance corrected on 11/30/21. Parent crossed out the three added persons on the agreement on file that were NOT listed on the emergency contact form on…”

“Core safety” marks citations about supervision and staff ratios, discipline and caregiver conduct, background checks, child protection and safe sleep, the topics our score weights most. Pennsylvania’s records don’t grade violations by severity. “Follow-up” marks a violation re-cited at a follow-up visit, counted once. How scores work.

Daily rates

Age group Full time, per day Part time, per day
Young School-Age (K-3rd gr.) $59.80 $32.20
Older School-Age (4th gr.-15 yrs.) $59.80 $32.20

The daily price the center lists in Pennsylvania’s COMPASS search for families paying privately. The state notes that rates are subject to change and programs don’t have to share them, so confirm with the center. See what daycare costs in Pennsylvania.

About this center

Capacity —
Certificate status Regular (COMPASS: awaiting renewal)
Certificate valid through Feb 15, 2027
Keystone STARS STAR 2
since Mar 19, 2026 · what STARS means
Operator YMCA of Greater Pittsburgh
Hours Monday–Friday 7:00 AM–9:00 AM How Pennsylvania centers’ hours compare
Phone (412) 495-0301
State certificate # CER-00248811
Parent reviews Google Maps reviews
Not checked by Daycare Record

Common questions

Has YMCA of Greater PGH/Ohara Elementary had any serious violations?

Pennsylvania cited 10 violations since 2021 on the topics Daycare Record treats as core safety (supervision, staff ratios, discipline, background checks, child protection or safe sleep). The most recent, on Jul 2, 2026 (supervision): “Staff Person #1 and #2 were observed to be caring for 24 school age children at the park across from the swimming pool. Staff Person #1 identified being responsible for 12 school age children and used identification…” Pennsylvania’s records don’t grade violations by severity; each citation is listed in full above.

Have there been complaints about YMCA of Greater PGH/Ohara Elementary?

Pennsylvania lists no complaint investigation that found a violation at YMCA of Greater PGH/Ohara Elementary since 2021. Its search shows these “verified complaints” but not what a complaint alleged, or whether every violation relates to it.

What is YMCA of Greater PGH/Ohara Elementary’s Keystone STARS rating?

STAR 2, effective Mar 19, 2026. Keystone STARS is Pennsylvania’s quality rating program for child care, from STAR 1 to STAR 4. It measures program quality, not inspection results, so read both.

How does YMCA of Greater PGH/Ohara Elementary compare with other daycares in Pittsburgh?

It is tied for #61 of 251 centers in Pittsburgh by topic-weighted citations per inspection, and has more citations per inspection than 58% of Pennsylvania certified centers with enough inspection history to compare.

When was YMCA of Greater PGH/Ohara Elementary last inspected?

Nov 20, 2025 (renewal). The state cited at least one violation during that visit.

How much does YMCA of Greater PGH/Ohara Elementary cost?

It reported full-time daily rates of $59.80 for young school-age, $59.80 for older school-age in Pennsylvania’s COMPASS search. Rates can change; confirm with the center.

Who runs YMCA of Greater PGH/Ohara Elementary?

The legal entity on its Pennsylvania certificate is YMCA of Greater Pittsburgh.

Certified centers nearby

Citations are quoted from Pennsylvania Department of Human Services inspection records (Office of Child Development and Early Learning, Bureau of Certification Services), including each finding and the center’s plan of correction. Rule numbers refer mostly to 55 Pa. Code Chapter 3270, the rules for child care centers; a few cite Chapter 20, which covers every certified facility. Pennsylvania’s records don’t grade violations by severity; the “core safety” label and the score are Daycare Record’s.

To check the state’s own record, search the center’s name on COMPASS Child Care Provider Search and open its inspection history. Data refreshed Oct 16, 2026.

Comparing centers? See how to choose a daycare: 30 questions to ask and a printable checklist.

Concerned about this center? See how to report a daycare: which state line to call, what to write down and what happens next.