Course 6: Property Maintenance for Managers Chapter 1

2. Introductions • Your name • Where you work • Your job responsibilities • How long you have been in the industry • What you hope to get from this class Course 6: Property Maintenance for Managers Chapter 1 2

3. Agenda • Maintenance Using a Team Approach • The Onsite Manager’s Role • Exterior Maintenance • Interior Maintenance • Preventive Maintenance Course 6: Property Maintenance for Managers Chapter 1

4. Definition Maintenance refers to the upkeep and repair of property and equipment. It involves different tasks, including: • make-ready services • daily property, mechanical, and curb appeal inspections • preventive maintenance services and retrofitting, and • timely, quality responsiveness to resident service requests. Course 6: Property Maintenance for Managers Chapter 1

5. Benefits of a Well-Maintained Property • Costs less because of: • increased maintenance efficiency • expense control or reduction, and • scheduled preventive maintenance that extends the life of equipment, fixtures, and structures. • assists in the recruitment and retention of skilled maintenance personnel. Course 6: Property Maintenance for Managers Chapter 1

6. Develop a Team Approach • The community manager must: • establish quality standards • share responsibilities • value the employees • set attainable goals and • provide training opportunities Course 6: Property Maintenance for Managers Chapter 1

7. Emphasize the Team Approach • Share information and decision making. • Inform the staff that maintenance and curb appeal is everyone’s responsibility. • Make sure the office staff knows how to take accurate and detailed service requests. Course 6: Property Maintenance for Managers Chapter 1

8. Emphasize the Team Approach (cont’d) • Encourage residents to report maintenance needs promptly before they become more costly repairs or emergencies. • Follow up to make sure repairs were completed and that you have a satisfied resident. Course 6: Property Maintenance for Managers Chapter 1

9. Actively Seek Input • Make a point of speaking with the Maintenance Supervisor or staff every day. • Make sure a discussion about maintenance is part of every staff meeting. Course 6: Property Maintenance for Managers Chapter 1

10. Actively Seek Input (cont’d) • Engage residents in conversations both on the grounds and in their homes. • Develop a network for finding help - use schools, temporary employees, contractors and vendors. • Listen, discuss and/or explain specific problems. Course 6: Property Maintenance for Managers Chapter 1

11. Actively Seek Input (cont’d) • Seek input for possible decisions and timeframes. Not every problem is urgent. • Respect workloads and schedules. Work with your Maintenance Supervisor to set schedules for daily, weekly, monthly and overtime maintenance work. Course 6: Property Maintenance for Managers Chapter 1

12. Support & Value Everyone’s Contribution • Treat everyone as an important part of the team. • Promote mutual respect for every team member. • Respect and understand cultural influences. Course 6: Property Maintenance for Managers Chapter 1

13. Support & Value Everyone’s Contribution (cont’d) • When situations arise that make people feel uncomfortable, be involved in finding an agreeable solution. • Be aware of stereotypical attitudes and practices. Course 6: Property Maintenance for Managers Chapter 1

14. Training Opportunities • Encourage and support staff members to earn industry designations, especially those offered by the National Apartment Association Education Institute (NAAEI) Course 6: Property Maintenance for Managers Chapter 1

15. Report Results & Celebrate Successes • Share the results of your service records • Make time to celebrate and acknowledge the team’s successes and growth! • Thank people for their work. • Support training to enhance skills Course 6: Property Maintenance for Managers Chapter 1

16. Activity #1 • Watch the Covey video “COPA Airlines.” • In small groups, describe how team members can work together to meet the listed goals. Course 6: Property Maintenance for Managers Chapter 1

17. Troubleshooting Simple Repairs • Identify the primary complaint. • Locate the cause. • Fix the problem. Course 6: Property Maintenance for Managers Chapter 1

18. Skill Check #1 • Chapter #1: Maintenance Using a Team Approach Course 6: Property Maintenance for Managers Chapter 1

19. Chapter 2 The Onsite Manager’s Role Course 6: Property Maintenance for Managers Chapter 1

20. Property Manager’s Responsibilities • Set a standard for quality work • Keep current with laws • Keep records and certificates • Comply with OSHA requirements • Conduct inspections • Oversee safety Course 6: Property Maintenance for Managers Chapter 1

21. Property Manager’s Responsibilities • Work closely with the maintenance supervisor • Plan preventive maintenance • Hire qualified technicians • Know when to use a contractor • Understand basic contracts • Prepare and monitor budgets Course 6: Property Maintenance for Managers Chapter 1

22. Setting High Quality Standards • Quality standards include the way you treat others. Be respectful, ethical and honest. • Ensure that repairs are completed correctly and in a timely manner. • Follow preventive maintenance schedules. Course 6: Property Maintenance for Managers Chapter 2

23. Communicate Expectations • Use clearly stated service requests. • Have correct information about the specific problem and any special information. • Understand the maintenance staff’s current workload and prioritize work. • Keep lines of communication open. Course 6: Property Maintenance for Managers Chapter 2

24. Points to Consider in Hiring Maintenance Personnel • The job description, including detail about the work to be performed • Number of years and type of experience • Formal education or training in industry designations • Experience working with contractors and suppliers • Ability to take/give directions and maintain schedules • Administrative skills • Professional attitude and appearance Course 6: Property Maintenance for Managers Chapter 2

25. Overseeing Performance Evaluation • This is an ongoing task. Ask these • three (3) questions. • Is the employee properly assigned work for his skill level and experience? • Is the work completed correctly and in a timely manner? • Are any problems the result of lack of knowledge or lack of performance? Course 6: Property Maintenance for Managers Chapter 2

26. Contents ofService Request Form • Resident name and address • Date and time of request • Repair or maintenance requested • Permission to enter • Name of service technician assigned Course 6: Property Maintenance for Managers Chapter 2

27. Contents of Service Request Form (cont’d) • Description of work completed • Action taken • Follow up needed (if any) • Estimate of cost incurred • Amount of time spent for service/repair • Follow-up call with resident or post-inspection Course 6: Property Maintenance for Managers Chapter 2

28. Evaluating Service Requests Will Tell You: • when service requests are occurring • types of requests received • who needs service • average turnaround time for requests Course 6: Property Maintenance for Managers Chapter 2

29. Evaluating Service Requests (cont’d) • status of vacant residences • cost of service/repair • technician work performance records • planning maintenance and repairs, and • training and/or adding staff. Course 6: Property Maintenance for Managers Chapter 2

30. Weekly Service Request Summary • Maintenance technician information: • Name and job title • Number of service requests completed • Types of work performed • Total number of hours worked • Space for comments Course 6: Property Maintenance for Managers Chapter 2

31. Weekly Service Request Summary (cont’d) • Property information: • Total number of service requests received • Total number completed and pending • Total number needing parts • Total number remaining from previous week Course 6: Property Maintenance for Managers Chapter 2

32. Weekly Service Request Summary (cont’d) • Property information: • Total follow-up calls/inspections made • Total number of emergencies handled • Make-readies cleaned, painted, repaired and completed • Preventive maintenance tasks completed and hours worked Course 6: Property Maintenance for Managers Chapter 2

33. Activity #2 • Work with your group to identify the trend that occurs in the service request summary. There may be more than one trend. • Discuss the steps you would take to deal with this situation. Course 6: Property Maintenance for Managers Chapter 2

34. Definition of Contractor A contractor is a person or company, who is a separate business entity, that performs specific services or work and is hired to perform activities that your normal maintenance or housekeeping staff cannot do or where it has been determined that it is more cost effective to use such an outside vendor. Course 6: Property Maintenance for Managers Chapter 2

35. Ways to Select a Contractor Contractors are generally selected by using a bidding process and require a legal contract before work can begin. Remember that you are looking for the best candidate for the job, not the least expensive one. Course 6: Property Maintenance for Managers Chapter 2

36. When to Hire a Contractor • Shortage of staff due to illness, vacation, termination. • Lack of specific skills. • Lack of specialized equipment. • Lack of required licenses or permits. • To save money. • Materials or supplies may not be available locally. • Total cost of labor may be more cost effective if borne by the contractor. Course 6: Property Maintenance for Managers Chapter 2

37. Advantages of Contractors • Specialized skills and quality based experience. • Expenses for purchasing and maintaining specialized equipment are avoided. • The maintenance staff can continue to meet daily service needs and preventive maintenance schedule. • The contractor handles required licenses, permits and insurance. • Safeguards warranty issues. • It may provide faster, more accurate, timely, and complete work product. Course 6: Property Maintenance for Managers Chapter 2

38. Disadvantages of Using Contractors • Quality of work may vary from contractor to contractor. • Contract disputes can result in property liens and legal problems. Course 6: Property Maintenance for Managers Chapter 2

39. Sources for Locating a Good Contractor • Researching the job to see what is needed. • Asking for referrals • Contacting the local apartment association • Contacting other apartment communities or management companies • Asking other contractors • Looking in the newspaper Course 6: Property Maintenance for Managers Chapter 2

40. Sources for Locating a Good Contractor (cont’d) • Looking in trade magazines • Asking suppliers – lumber yards, paint companies • Asking utility companies • Reviewing who did prior work at your property or other apartment communities • Calling the Better Business Bureau Course 6: Property Maintenance for Managers Chapter 2

41. Purpose of the Bidding Process The bidding process will help you to select the best contractor for the job. Sound business practices frequently call for three (3) bids from separate contractors. Course 6: Property Maintenance for Managers Chapter 2

42. Job Specifications in Scope of Work • Detailed description of the work to be done • Specific materials and equipment to be used • Location of the job • Timeframe for completion • Licenses and permits needed • Insurance, warranties, guarantees Course 6: Property Maintenance for Managers Chapter 2

43. Job Specifications in Scope of Work (cont’d) • Payment schedules • Start and end of the work day • Clean up required and how often • List of references • OSHA requirements Course 6: Property Maintenance for Managers Chapter 2

44. Purpose of a Contract • Contracts are used to minimize risk to the property, its owners and employees. Course 6: Property Maintenance for Managers Chapter 2

45. Contract Reviews All contracts are subject to local, state and federal laws. An attorney should review contracts before they are signed to ensure compliance and reduce risk. Course 6: Property Maintenance for Managers Chapter 2

46. Contents of a Contract • The scope and nature of the work to be performed. • The starting and completion dates. • A remedies and cancellation clause. • A hold harmless clause. • Proof of workers compensation and proof of comprehensive general liability insurance. • Total cost of work. Course 6: Property Maintenance for Managers Chapter 2

47. Contents of a Contract (cont’d) • A payment schedule, outlining retainage fees (a percentage of the payment held until satisfactory completion of work). • List of subcontractors, if any • Performance penalties, if applicable • Daily start and end times • Required clean up and frequency Course 6: Property Maintenance for Managers Chapter 2

48. Four (4) Ways to Reduce Risk in a Contract • Lien waivers • Protects the property and management company from claims filed by a contractor • Multiple payee payments • Ensures all parties are paid and protects against mechanical or material liens on the property • Payment and performance bonds • Ensures both the price and performance of a contractor’s work • Certificates of insurance • Prevents injury claims against the property and protects against damage caused by contractor negligence Course 6: Property Maintenance for Managers Chapter 2

49. Hire a Vendor for: • pool maintenance • landscaping • pest control • interior painting and carpet maintenance Course 6: Property Maintenance for Managers Chapter 2

50. Items for Discussion • Periodic Services Agreement Between Owner and Service Provider • Agreement Between Owner and Contractor • Asphalt Sealcoat Specifications • Parking Area Striping Specifications • Toolbox Course 6: Property Maintenance for Managers Chapter 2