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Welcome to. Berkshire Property Advisors Property Operations Training. Service Request. Respond within 24 hours of a reported problem and correct if possible. Perform emergency maintenance repairs as quickly as possible.
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Welcome to Berkshire Property AdvisorsProperty Operations Training
Service Request • Respond within 24 hours of a reported problem and correct if possible. • Perform emergency maintenance repairs as quickly as possible. • The Property Manager and Maintenance Supervisor are responsible for ensuring resident satisfaction.
Service Request Priority • Emergency Service Request • requests that may compromise the health or safety of the resident or cause further damage to the property. • Service Request • all other requests. Assign these by date and time. Complete within 24 hours. • Priority Service Request • requests not completed due to parts not in stock or must be contracted out.
Accepting a Service Request • When a service request is received, get the following information: • correct date • time • apartment number • resident’s name • resident’s phone number • does a resident have a pet, if so ask them to confine the pet • record who took the request
Service Request Follow Up • Call residents within 48 hours after completion of the service request to see if work was done to the resident’s satisfaction. • “Rate your Maintenance” cards should be left with the resident’s copy of the service request.
Issuing Keys to New Residents • Issue 1 apartment key and 1 mailbox key per adult occupant listed on the lease. • We maintain 2 keys • One for staff • One to loan to residents • Both keys should be tagged and coded (not with the apartment number).
Release of Keys to Occupied Apartments • Document on the “Key Check-Out Log” when a resident checks out a key. • If a resident authorizes management to provide others access to their apartment they must complete a “Key Release Authorization to Enter Form” before entry is allowed.
Release of Keys to Vacant Apartments • Any time a key to a vacant apartment is released, it must be documented on the “Key Check-Out Log”. • Keys must be returned when work is completed or at the end of each day. Keys may not be kept overnight!
Lockouts • Courtesy patrol service or on-call maintenance person should assist the resident. • A “Resident Lock Out & Invoice Form” must be completed. • A photo I.D. must be shown. Verify the name as an occupant on the lease.
Lock Change Request • All residents must sign the “Resident Lock Change Request Form” when requesting a lock change. • If a resident purchases their own lock they must provide management with a key. • Additional locks to exterior doors must be authorized in advance. These locks become a fixture and stay with the apartment.
Vacancy Lock System • Key all vacancies alike. • Upon move-out replace the lock with a “vacancy lock”. • The only apartment key that an employee or contractor will need is a vacancy key. • The vacancy lock should be replaced on the day of move-in.
Office & Shop Keys • Office, shop, models and other common areas should have non-mastered locks. • Terminated employees must return all keys on their last day. • When there is a change in staff all common area locks must be re-keyed or rotated.
Maintenance • Maintenance personnel not only provide service but are also a key part in pleasing the resident. • Our residents expect and deserve all of the convenience of home ownership without the maintenance and upkeep responsibilities. • Berkshire has a strong commitment to provide the best maintenance possible. Wear a smile and be pleasant at all times!
Maintenance • The attitude and cooperation between the management team and the maintenance team are of utmost importance in running a successful and profitable community.
Make Readies • The Property Manager is responsible for monitoring move-outs and ensuring that all vacant apartments are made ready in a timely manner and to the highest possible standards. • All turnovers should be completed within seven (7) working days. • 75% of vacant available units should be “made ready” at all times.
Make Readies • The Property Manager completes the final walk of the apartment and designates the “Ready” status to be entered into OneSite. • Maintenance Checklist • Detailed Maintenance Checklist • Maintenance Checklist • Apartment Cleaning Checklist for Vendors • Apartment Cleaning Checklist • Painting Checklist for Vendors • Painting Checklist
Landscaping • Landscaping is responsible for the 1st impression your community makes on people. • Each property should have a freshly mowed, edged and cultivated landscape. • The Property Manager and DM/RM will develop a seasonal color program with the landscape contractor. • Trash on the grounds should be picked up first thing daily and continuously throughout the day.
Outside Contracting Services • The IRS has strict guidelines for “bona fide” contractors such as cleaning services, landscapers, etc… • Contractors must have a business phone and Tax Identification Number. • All vendors that perform work for Berkshire must submit a W-9. • VP’s or the COO must approve and sign all contracts.
Insurance Requirements for Outside Contractors • Workers’ Compensation • No less than $100,000 for each accident • No less than $100,000 for each employee • A $500,000 disease limit • General Comprehensive Liability • Minimum of $1,000,000 for each occurrence • Protective Liability • Minimum of $1,000,000 combined single limit for bodily and property damage • Automobile Liability • If a vehicle is driven on our properties they must have liability insurance
Amenity Maintenance • Each Berkshire community has a variety of amenities. • The Amenity Maintenance policy has guidelines for the required upkeep on each amenity. • Check your local ordinances and state laws for additional requirements.
Preventive Maintenance • Preventive maintenance is not “extra” work, it is part of on-going maintenance of the property. • An effective program can save considerable time and money by prolonging the useful life of equipment and fixtures. • The Property Manager and Maintenance Supervisor will tailor a program to meet the needs of the individual property.
Preventive Maintenance Checklist • Berkshire has monthly checklists to be used for preventative maintenance. • After all items are completed a copy is sent to the Maintenance Coordinator and the original placed in a permanent maintenance notebook. • For properties that have boilers there is also a “Boiler Maintenance Checklist”.
Safety Inspections • Safety Inspection Report - Monthly • Completed by the Property Manager and Maintenance Supervisor. • Areas that need attention should have a service request written and completed. • Safety Evaluation - Quarterly • The same guidelines should be followed as above. This evaluation is more detailed than the monthly inspection.
Safety Inspections • Safety and Maintenance Survey - Comprehensive • This is a very comprehensive safety evaluation. • Use this survey as requested by your DM or RVP. • OSHA visits • If OSHA visits the office unannounced contact your supervisor immediately. • Do not engage in discussions without some direction from your supervisor.
Maintenance Shop • Shops should be orderly, well-stocked and well-equipped. • A 30-day supply of parts frequently used is best. • The primary purpose of maintaining adequate inventory is to allow expeditious, professional service to our residents.
Maintenance Shop Organization • Remove items that will not be used (i.e. outdated parts, broken parts). • Section shelves into G/L Accounts based on the Chart of Accounts. • Parts should be in labeled bin boxes.
Tool & Equipment Inventory • An inventory of tools and equipment is part of our maintenance program. • Use the “Tool and Equipment Inventory Form” for tracking. • Update the inventory as items are purchased or discarded. • Review the inventory prior to termination of maintenance employees.
Property Inventory • Property Managers are responsible for maintaining a “Furnishing and Equipment Inventory” of the property’s fixed assets. • Include as much information as possible: • Serial or model numbers • Date purchased • Original price
Property Inventory • An inventory is completed or updated: • At the initial takeover of a property • A change in the Property Manager or Maintenance Supervisor • Annually • Suspected or confirmed theft or vandalism • Prior to sale of a property
Safety Training • The goal in safety training is to eliminate unsafe acts that contribute to accidents and injuries. • Training does not end when employees are hired and initially trained. Education is an ongoing process of learning and communication of safety improvements.
Risk Management • All employees are required to take the Grace Hill course “Risk Management” within 30 days of hire. The following subjects will be discussed in this course: • Personal Protection Equipment • Fire Protection Systems • Bloodborne Pathogen Exposure • Hazard Communication • Lockout/Tagout • Material Safety Data Sheets (MSDS)
Refrigerant (Freon) Recovery • Maintenance employees who are involved in the recovery and/or recycling of Freon must be certified. • The EPA conducts field inspections periodically. It is important the correct forms are used. • It is the Maintenance Supervisors responsibility to read the policy and ensure their employees are following all EPA rules and regulations regarding Freon recovery.
Disaster Plan and Emergency Guidelines • Property Managers and Maintenance Supervisors are responsible for making sure all team members understand what to do in case of an emergency at the property. • Review plan every January. • Update the plan as needed.
Life Safety Issues • Employees should report all life safety issues to their supervisor immediately. • If an unsafe condition exists, it must receive immediate attention. Corrective or interim protective measures should be put in place until the situation can be alleviated (complete Service Request in OneSite).
OneSite - Facilities • OneSite Facilities has a make ready board that can be printed for maintenance employees. • It is also where a service request is entered. • The system must be updated on a daily basis to reflect accurate reporting.
Purchasing • Purchasing supplies and services is requested through the Ops Technology System. Invoices are processed through Ops Technology once received. • A WTN (work tracking number) is required for all purchases including maintenance supplies prior to making the purchase. • Expenditures must be approved before an order is placed
Budgets • Budgets are prepared annually. • The ability to accurately project income and expenses is the key to success for a Property Manager. • Capital accounts are for the purchase of fixed assets, which will be depreciated. • Non-recurring accounts are for projects required to maintain or upgrade the real estate.
Utility Guidelines • Management of utility expenses is vital to the success of achieving the property financial goals. • Conservation • Vacant units must have their thermostat set no lower than 75 degrees and no higher than 65 degrees. • An employee should walk vacant units weekly to verify thermostats are properly set.
Audit Programs • They examine the overall operations of each property. • Results are used as a management tool in improving property operations and performance. • Property Audit • Consistency of Standards Review • Fair Housing Compliance Checklist • Inspect What You Expect Checklist
Legal Related Matters • As a member of our management team, you are in a position of trust. • Everything you learn about a customer or resident should remain confidential. • In order to protect our residents, we may not release any information about a resident to the public without their WRITTEN permission.
Access Information for Officials • Officials who require access or information about a resident may include: • Police, Deputy Sheriffs, Constables, FBI, IRS Inspectors, Child Welfare Authorities, Fire Inspectors, Housing Inspectors, Secret Service, INS. • Request to see the officers’ identification card.
Access Information for Officials • If the official requests access to a residents apartment, request a copy of the warrant or court order. Make a copy for the resident’s file. • If an officer is in hot pursuit, cooperate but do not jeopardize your personal safety or the safety of any staff member.
Thank You for participating in the the class!