Title: Evaluate & Assign Resident Requests Dept: Evaluation and
Results: Tackle requests quickly
Participating Positions: Rental Assistant (RA), Maintenance Manager (MM), Maintenance Technician (MT)
Accountable To:) PM
Steps;
System Quantification: All maintenance tickets should be completed within 48 hours.
System Standards: All tickets need to be evaluated every day. Review all open maintenance tickets and all works in progress to ensure we have everything we need to close those tickets as soon as possible.
Participating Positions: Rental Assistant (RA), Maintenance Manager (MM), Maintenance Technician (MT)
Accountable To:) PM
Steps;
- RA inputs maintenance tickets in RM: Most residents will enter their requests directly into RM. Some will call the office line and leave a message or come into the office with a maintenance request. Those voice mail and in person requests need to be created in RM so the maintenance team is aware of them.
- MM evaluates open tickets: In RM any maintenance ticket that has yet to be completed will show up under the “open maintenance ticket” tab and any maintenance tickets that were started but not yet complete will show up under “open work in progress”. Every morning look at all open tickets and determine who is best suited to handle.
- MM assigns all tickets: Each ticket should be printed and handed to the person best suited to handle it. It could be the MM, a maintenance tech or, under rare conditions an outside vendor.
- MM confirm ability: The person who receives the ticket should look at the ticket and confirm they have the necessary knowledge and experience to take care of it.
System Quantification: All maintenance tickets should be completed within 48 hours.
System Standards: All tickets need to be evaluated every day. Review all open maintenance tickets and all works in progress to ensure we have everything we need to close those tickets as soon as possible.
