PPT Property Maintenance for Managers

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PPT Property Maintenance for Managers

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Title: PPT Property Maintenance for Managers Author: J.P. Brown Description: draft 1 wip 9-20-05 LM. Post pilot final del to PTA 1-4-06 dr Last modified by – PowerPoint PPT presentation

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Title: PPT Property Maintenance for Managers

1
(No Transcript)
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 Managers 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 everyones 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 (contd)

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 (contd)

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 (contd)

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 Everyones 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 Everyones Contribution (contd)

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 teams
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 Managers Role
Course 6 Property Maintenance for Managers
Chapter 1
20
Property Managers 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 Managers 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 staffs 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 (contd)

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 (contd)

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 (contd)

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 (contd)

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 (contd)

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 (contd)

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 (contd)

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
contractors 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
51
Skill Check 2

Chapter 2 The Onsite Managers Role

Course 6 Property Maintenance for Managers
Chapter 2
52
Chapter 3
Exterior Maintenance
Course 6 Property Maintenance for Managers
Chapter 1
53
Elements of Exterior Maintenance

Property grounds
Fences, retaining walls
Landscape irrigation
Exterior lighting
Building exteriors

Course 6 Property Maintenance for Managers
Chapter 3
54
Elements of Exterior Maintenance (contd)

Pools, ponds and other water features
Utility buildings, trash and mail areas
Parking lots and sidewalks, carports and garages
Tennis courts, spas, volleyball areas,
playgrounds and picnic areas
All public accessibility areas with ADA and Fair
Housing Act implications

Course 6 Property Maintenance for Managers
Chapter 3
55
When to Inspect

It is necessary to inspect everything on a
regular basis preferably once a month.

Course 6 Property Maintenance for Managers
Chapter 3
56
Benefits of Frequent Inspections

Inspections can help you find problems when they
are relatively small, easy, and inexpensive to
repair
Frequent inspections also ensure the safety of
the property and residents.

Course 6 Property Maintenance for Managers
Chapter 3
57
Who Should Accompany You

The Maintenance Supervisor should accompany you.
Inspections also provide excellent training
opportunities for others on your staff.

Course 6 Property Maintenance for Managers
Chapter 3
58
Documenting the Inspections

Checklists provide a written record of the
inspection and can be used for comparison with
previous inspections.
Photos are useful and provide excellent backup
for inspections and incidents requiring
photographs.

Course 6 Property Maintenance for Managers
Chapter 3
59
Checklists

Common Area Maintenance Checklist
Building Maintenance Checklist (Exterior)

Course 6 Property Maintenance for Managers
Chapter 3
60
Activity 3

Look at each of the following pictures and
identify and discuss the exterior maintenance
issue depicted.

Course 6 Property Maintenance for Managers
Chapter 3
61
Course 6 Property Maintenance for Managers
Chapter 1
61
62
Course 6 Property Maintenance for Managers
Chapter 1
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63
Course 6 Property Maintenance for Managers
Chapter 1
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64
Course 6 Property Maintenance for Managers
Chapter 1
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65
Course 6 Property Maintenance for Managers
Chapter 1
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Course 6 Property Maintenance for Managers
Chapter 1
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67
Skill Check 3

Chapter 3 Exterior Maintenance

Course 6 Property Maintenance for Managers
Chapter 3
68
Chapter 4
Interior Maintenance
Course 6 Property Maintenance for Managers
Chapter 1
69
Definition ofInterior Maintenance
Interior Maintenance refers to the work required
to inspect, repair or replace items that keep
building interiors, including residential units,
in excellent condition.
Course 6 Property Maintenance for Managers
Chapter 4
70
Elements of Interior Maintenance

Office and clubhouse areas
Interior hallways
Cleaning and janitorial areas
Business centers, fitness centers, laundries and
other interior amenities and common areas
Service to occupied units
Make-ready of residential units

Course 6 Property Maintenance for Managers
Chapter 4
71
Managers Responsibility

Make-ready maintenance is one of the most
intensive activities in apartment management.
The manager is involved in
pre-inspecting the unit
deciding what maintenance and make-ready tasks
are needed, and
post-inspecting the unit.
The Community Manager is responsible for the
market-ready condition of the property.

Course 6 Property Maintenance for Managers
Chapter 4
72
Move-Out Inspection

Inspect each vacant unit to determine the scope
of the make-ready process.
Be thorough. A good inspection of appliances
includes turning on the stove, dishwasher,
exhaust fans and disposal, and opening the
refrigerator door. Bring a flashlight and paper
to make notes.
Work with your maintenance and housekeeping
staffs to develop make-ready plans.

Course 6 Property Maintenance for Managers
Chapter 4
73
Prioritizing Make-Ready Tasks

Three (3) factors
The tasks and supplies required to turn a
vacant unit.
Amount of time each task takes.
How many tasks can be done at the same time.

Course 6 Property Maintenance for Managers
Chapter 4
74
Order of Make-Ready Maintenance

Trash removal
Pest control
Mechanical systems
Retrofits and rehab items
Sheetrock, doors, windows, locks, cabinets,
counters
Painting, caulking
Flooring
Final cleaning and welcome gift

Course 6 Property Maintenance for Managers
Chapter 4
75
Checklists

Unit Interior Area Maintenance Checklist
4-6
Building Maintenance Checklist (Interior)

Course 6 Property Maintenance for Managers
Chapter 4
76
Activity 4 Inspecting an Apartment for a
Make-Ready

Watch the video
Think about make-ready maintenance in your
community

Course 6 Property Maintenance for Managers
Chapter 4
77
Inventory Management

Material purchasing and managing inventory
contributes to the Net Operating Income and
consequently adds value.
Maintenance and repairs can be handled more
efficiently when tools or parts are readily
available.

Course 6 Property Maintenance for Managers
Chapter 4
78
Who is Responsible

The Maintenance Supervisor is responsible for
maintaining an inventory of frequently used parts
and supplies, and
balancing the expense of the inventory with the
timing of the need.

Course 6 Property Maintenance for Managers
Chapter 4
79
Standard Inventory

Items that are used frequently.
Items that are used infrequently, or that are
extremely expensive, are not normally included in
standard inventories.

Course 6 Property Maintenance for Managers
Chapter 4
80
Comparing Quality, Cost, Size and Supplier

To make a purchasing decision
calculate the short and long-term costs
consider the owners maintenance goals, and
decide on the best value.
The least expensive item is not always the best
choice.

Course 6 Property Maintenance for Managers
Chapter 4
81
Storage of Tools and Supplies

Controlling inventory costs is important.
Storage areas should be secure, conveniently
located, and well organized.
All OSHA standards should be followed for safety
purposes.

Course 6 Property Maintenance for Managers
Chapter 4
82
Vendor Programs

Allow you to purchase items at a lower prices
May have spending requirements to qualify for
discounts
May include rebates that are tied to spending
levels

Course 6 Property Maintenance for Managers
Chapter 4
83
Skill Check 4

Chapter 4 Interior Maintenance

Course 6 Property Maintenance for Managers
Chapter 4
84
Chapter 5
Preventive Maintenance
Course 6 Property Maintenance for Managers
Chapter 1
85
Preventive Maintenance

A proactive approach to protecting and
maintaining the value of property assets.
Designed to
extend the life of equipment
reduce unexpected problems, and
lessen the likelihood of normal problems becoming
more costly ones.

Course 6 Property Maintenance for Managers
Chapter 5
86
Five (5) Benefits of Preventive Maintenance

reduces service requests
reduces expenses
extends the useful life of fixtures and equipment
increases resident satisfaction and retention
increases the value of the property

Course 6 Property Maintenance for Managers
Chapter 5
87
Success Factors

Gain the commitment of everyone.
Customize your program.
Communicate frequently with your staff.
Monitor and follow up on PM activities.

Course 6 Property Maintenance for Managers
Chapter 5
88
Inspections Inventory

A good preventive maintenance (PM) program begins
with a thorough inspection of the property and a
list of all items that are subject to regular
inspection.

Course 6 Property Maintenance for Managers
Chapter 5
89
Preventive Maintenance Program Development Process