Asset Management Department

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2 Memphis Housing Authority Table of Contents Revision Record i Organizational Charts ii 1.1 Mission Statement Introduction Maintenance Management Work Orders/Work Requests Processing of Work Order Tickets For Work Orders Already Completed Board Up, Trash Out, Inspect/Repair for Work Orders Specific Foreman Responsibility for Work Orders Required Hand Tools for Mechanics Property s Foreman and Mechanics Work Assignments Managing Outstanding Work Orders Repair Procedures for Welding Requirements Procedures for Requesting Pest Control Services Appliance Repair Procedures Repair Procedures for Cabinet Repairs Routine Maintenance Procedures (Inspections & Troubleshooting) Emergency Work Orders Emergency Maintenance Emergency Work Orders < 24 Hours Non-Emergency Work Orders Outstanding Non-Emergency Work Order Reports Non-Emergency (Regular) Work Orders < 14 days Quality Control Macro Quality Control (QC) Procedures Work Order Quality Control (QC) Risk Management Repair Procedures for Fire Damaged Units Fans and Space Heaters Issue Procedures Resident Owned Air Conditioner Installation Process Weekly 15-Minute Safety Meeting Entering Occupied Residences with Pass Key Fire Reporting Occurring During Working Hours Procedure For Fires Occurring After Hours Duties of Property Manager Duties of Foreman KRA 5.1

3 Memphis Housing Authority Duties of Program Manager (Capital Improvement) Duties of Fire Consultant Duties of Housing Management Duties of Risk And Benefits Specialist (Legal) Duties of Contracting Officer MHA Fire Hydrant Inspection And Flushing Extreme Weather Conditions/Cold Procedures Electrical Failure Procedures Vehicles Purpose: Definitions: Personal Use/Misuse Vehicle Use and Driver Authorization Operator Rules of Conduct Vehicle Use Reports Accidents and Accident Reporting Vehicle Security Motor Vehicle Procurement Transfers/Deletions Vehicle Purchases and Fleet Size Titles and Registration Preventive Maintenance Operator Maintenance Checks Vehicle Replacement Criteria Minimum Use Criteria Departmental Vehicle Coordinators Training Fleet Fueling Policy Vehicle Assignments and Fleet Consolidation Responsibilities Vehicle Review Committee Unit Turnarounds (Forms Attached) Repair Procedures for Vacancy Turnarounds Releasing Units to Management for Occupancy Maintenance Vacant Apartment Procedure Maintenance & Management Vacant Apartment Procedures Vacancy Reduction Feedback Trashouts/Boardups Trashout & Boardup Procedures Communication Meetings Between Property Managers & Maintenance Foreman/Building Engineers KRA 5.1

4 Memphis Housing Authority Site Support & Communication Correspondence Requirement Inspections Requirements and Definitions Fixed Assets Appliance Changeout Strategy General Strategy Purpose Scope Standard Operating Procedures: Maintaining Assigned Fixed Assets Annual Fixed Assets Inventory Purchase of New Tools & Equipment Reporting Loss of Tools and Equipment Transfer and Reassignments of Tools & Equipment Forms Security Macro Procedures Lockouts Modified Lockout Procedures Memphis Housing Authority Central Office Access Procedures Preventive Maintenance System (PMS) Mechanical Systems (Common Areas And High Rises) Air Handling Units Air Compressors/Dryers Condensing Units Air/Water Boilers: Domestic Hot Water, Low Pressure Steam, Heating Hot Water Pumps Cooling Tower Trash Compactor Emergency Generator Central Exhaust Fans Frequency of Service Heater Service/Maintenance Check Concept Annual Plan Inspection Standards (NOT UPCS) Interior Interior General Interior Building Interior KRA 5.1

5 Memphis Housing Authority Roofs Sidewalks Mechanical Systems Maintenance Procedures and Standards Manual Components Of A Maintenance System Priority System Maintenance Procedures Performance Standards Work Order System Training Long Range Planning Maintaining The Property Responding To Emergencies Preparing Vacant Units For Reoccupancy Preventive Maintenance Program Inspection Program Scheduled Routine Maintenance Resident On-Demand Service Contracting For Services Safety Property Management Repayment Agreement Process Repayment Agreement Process For MHA Families Late Payments On Repayment Agreement Repayment Schedule For Monies Owed To MHA Guidelines For Repayment Agreements Additional Monies Owed Debts Due To Fraud/Non-Reporting Of Information Family Error/Late Reporting Program Fraud Repayment Procedures for Program Fraud Writing Off Debts Repayment Agreement Policy Resident account refund procedures Yard Fines Total Apartment Unit Count Macro Property Management Procedures Evictions Real Estate Assessment Center (REAC) Plan Cleanliness Standards Floors and Hallways Ceilings KRA 5.1

6 Memphis Housing Authority Windows and Screens Electrical Fixtures, Outlets, Baseboards, and Cover Plates Doors, Hardware, Handrails, Room Trim Stoves and Ovens Refrigerator Food Storage Shower Walls, Bathtub, Sink, Medicine Cabinet, Faucets, and Bathroom Floors Toilet Exterior Property Areas Rent Collections Budgeting Labor Analysis Profit & Loss (P & L) Analysis Relocation/Transfers Good Record Requirement for Relocation/Transfers Fixed Assets Appliance Changeout Strategy Technology Reporting PHAS Macro PHAs Procedures Satellite Dish Installation Procedures Satellite Installation Procedures for Low Rise Properties Privately Managed Properties Emergency Crew Process Daily/Routine Midnight/12-8 Shift Weekends and Holidays On-Call Manager Procedures Work Schedules & Leave Leave Notification (Annual, Bonus & Sick Leave) Hours of Work During Heat Stress Months Hours of Work for Maintenance Personnel Appendix Exhibit Public Housing Acronyms KRA 5.1

7 Memphis Housing Authority Revision Record Revision Number Revision Date Date Inserted Inserted By: KRA 5.1 i

8 ORGANIZATIONAL CHART ii

9 ORGANIZATIONAL CHART iii

10 1.1 Mission Statement Policy Number: 1.1 Effective Date: Page 1 of 1 The Memphis Housing Authority s (MHA) s mission is to plan, coordinate and administer maintenance and management programs and activities designed to foster and support positive relationships between Memphis Housing Authority and the public housing community. KRA

11 1.2 Introduction Policy Number: 1.2 Effective Date: Page 1 of 2 Policy: To proactively achieve HUD High Performer scores on the PASS & MASS indicators. Procedures: 1. This manual was developed based upon historical data, current and revised policies and procedures; sound supervisory and managerial philosophies and theory; and the compilation of data resulting from an inventory of all maintainable components and surface items found in typical residences. The annual maintenance man-hours, the frequency and type of maintenance to be performed, and the time requirements to accomplish the maintenance service tasks have been developed from review of equipment manufacturer s guidelines, nationally recognized time standards, and housing industry standards and procedures. These standards have been tailored to meet the unique and special requirements of the conditions found at the Memphis Housing Authority. 2. The information contained in this Manual provides the basic guidelines for planning, implementing, maintaining, and sustaining MHA s Asset Management requirements. It is not all-inclusive and must be improved, revised, and changed at any time situational, regulatory, and statutory requirements warrant implementing newer policies and procedures. 3. Not included in this manual, but equally important, are established quantifiable goals for maintenance and management requirements. In addition, written procedures must be formed to include Action Plans for each major area focusing on measurable indicators. Implementation of these Action Plans will require close/frequent communication and coordination between all departments at MHA. In some areas, local government and private sector representatives would be contacted to obtain targets and identify best of class strategies. KRA

12 1.2 Introduction Policy Number: 1.2 Effective Date: Page 2 of 2 4. Maintenance procedures have two (2) types of standards: Mandatory and Specific. Mandatory Standards include compliance with local codes; Uniform Physical Condition Standards (UPCS); and U.S. Department of Housing and Urban Property (HUD) standards on safety and health (includes environmental). Project Specific Standards relate to such work as climate, location, and systems that deal with adequate, safe and sanitary living environments. A Five-Year Plan Needs Assessment of all properties is coordinated with Capital Improvement to integrate extra-ordinary, routine, preventive, and corrective measures to meet mandatory and specific standards. These assessments are used to establish prioritization of short- and long-range plans for each property. 5. Property Management concentrates on providing descent, safe, and sanitary public housing by strict compliance with approved Admissions and Occupancy Policies (ACOP), Lease Enforcement, Quality Housing and Work Responsibility Act of 1998 (QHWRA) Compliance and non-discriminatory practices; and compliance with Section 209 of the Annual Contributions Contract or ACC. KRA

13 1.3 Maintenance Management Policy Number: 1.3 Effective Date: Page 1 of 25 Policy: To achieve high performer levels of maintenance management such that all work orders are completed effectively and efficiently with industry standard productivity. Procedures: Work Orders/Work Requests 1. Work requests are generated by the following means: A. Resident: Called in to Manager or Foreman. B. Foreman: Inspections, quality control. C. Manager: Inspections, Resident requests. D. Pest Control, Quality Control Inspections. E. Maintenance Employees Observations, resident requests. F. Uniform Physical Condition Standards Inspections. G. Special Inspections REAC, Fixed assets, Housekeeping, TARC, IG, etc. NOTE: All work requests must be generated at the site by either the Assistant Property Manager or Property Manager (PM). To eliminate duplication of work effort, and to allow for accurate documentation on all actual work, the PM, and Site foreman/supervisor will be notified after the Work Order is printed. Emergency Work Orders will be communicated orally to the PM, foreman, supervisor, or maintenance employee immediately. The emergency work order will be printed quickly and forwarded to the appropriate foreman/supervisor or maintenance employee for abatement of the emergency. KRA

14 1.3 Maintenance Management Policy Number: 1.3 Effective Date: Page 2 of Likewise, to eliminate duplication of work effort and allow for accurate documentation on all actual work completed, the Assistant Property Manager and/or PM must be notified. The Foreman and PM will ensure that quality assurance procedures are completed on daily work orders and meaningful scheduling performed to manage the site s outstanding work order backlog. 3. Each request is prioritized by job code (computer automatically assigns priority based on job code entered). Processing of Work Order Tickets 1. Data entry personnel enter completed work orders into the Visual Homes (VH) system at each property. 2. In order not to potentially lose work orders, ensure that Foremen retain all completed work orders on site and then forward the completed work orders to the site management office. 3. To more accurately reflect the days required to complete non-emergency work orders, monitor the following: For Work Orders Already Completed 1. Compare the computer report listing of outstanding work orders per residence with retained completed work order ticket files to find a matched ticket number. 2. If a match is found, make a copy of the work order ticket. Ensure that the date when the work was actually completed is legible. 3. For Properties that are already Site-Based, gain concurrence from the Property Managers to have the matched ticket copy entered into the VH system. 4. For non Site-Based Properties, provide work order ticket copies to Area Managers. They will forward the copies to data entry for entering into the VH system. KRA

15 1.3 Maintenance Management Policy Number: 1.3 Effective Date: Page 3 of 25 Board Up, Trash Out, Inspect/Repair for Work Orders Vacant units requiring board ups, trash out, and inspect/repairs should have a Priority Code of V entered for the work order ticket. Specific Foreman Responsibility for Work Orders 1. All Foremen shall review each request placed in each property s box at their site daily. Tickets are printed daily. Quantity, type, projected time of completion and material requirements are documented. 2 Receive and review all of the previous days completed work orders. 3. Assure property is being cleaned, i.e., by full-time designee, crew, sporadic labor, trash trucks, innate labor force, etc. Know your dumpster pick up schedule and problem areas and address properly. 4. Distribute work orders by priority. 5. Assure that employees leave with proper tools and parts needed to effect repairs. (Example: Employee should not be sent across the site to check a non-working smoke alarm without an alarm, batteries, screwdriver, etc.) 6. When assigning work, check the backlog. Do not dispatch an employee with only one (1) ticket if there are more uncompleted work orders in your backlog file. 7. Schedule each employee for 420 minutes per day. Use actual performances as guides for future scheduling, evaluations, recommendations for training, discipline, etc. All tickets (completed and/or not completed) must be returned to you at the end of the workday. 8. You can assign tomorrow s work orders today and in conjunction with short and long term plans. As always, emergency situations will change your schedule. KRA

16 1.3 Maintenance Management Policy Number: 1.3 Effective Date: Page 4 of 25 Required Hand Tools for Mechanics 1. Listed below are the tools that will be needed by the Mechanic A, Mechanics B, Mechanics C and Technicians in order for them to do an effective job in their everyday job assignments/performance: Required Tools Nomenclature #Required Size Required Crescent Wrench One (1) 10 Inch Crescent Wrench One (1) 12 Inch Plain Screwdriver One (1) Short Flat-Tip Plain Screwdriver One (1) Long Flat-Tip Phillips Screwdriver One (1) Short Phillips Screwdriver One (1) Long Pliers One (1) 15 Inch Channel Lock Pliers One (1) Slip Joint Pliers One (1) Needle Nose Hammer One (1) Claw Tape Measure One (1) 6 or 12 foot Metal Hack Saw One (1) Regular with Spare One spare blade. Chisel One (1) Wood Tool Pouch One (1) Leather Belt One (1) Leather for Pouch Litter Picker One (1) 48 to 60 Long Gloves One (1) Pair Cloth 2. Small Tool Transfer Sheets are available to all MHA Employees to use when transferring (loaning) their personal tools to co-workers (See forms section of this manual). NOTE: MHA is not responsible for loss of any employee furnished tools. KRA

17 1.3 Maintenance Management Policy Number: 1.3 Effective Date: Page 5 of 25 Property s Foreman and Mechanics Work Assignments 1. Work on assigned tickets by priorities: A. Emergencies B. Urgent C. UPCS (Uniform Physical Condition Standard) D. Routine E. Escort Related Work 2. Return all work order tickets (completed or not), properly filled up, coded, signed and dated, etc. to the property foreman by the end of the day. 3. Wear uniforms and ID badges while at work and while at any MHA s property/common areas. 4. Maintain tact, good public images, and cordial relationships with all MHA s residents and their guests. Managing Outstanding Work Orders 1. Since numerous past assessments and audits of our maintenance program documented poor performance regarding the age and large number of outstanding work orders, we hold the Maintenance staff accountable for work performance. Poor performance of less than one work order (i.e., 0.6 work orders per mechanic per one work day) completed by each worker per one 8-hour day was based in part on the small number of completed work orders per day. It was recommended that maintenance workers be held accountable for the quality and quantity of work they produce. KRA

18 1.3 Maintenance Management Policy Number: 1.3 Effective Date: Page 6 of To validate and manage the VH work order system: A. Compare the outstanding work order listing with site Foreman and Property Manager s completed work order files to ascertain if work was in fact completed but not entered into the computer system. When a match is found, a copy of the work order is forwarded to data entry to complete the outstanding work order file. B. Any outstanding work orders for vacant apartments will have their priority code changed from routine (R) to vacancy (V). C. If completed outstanding work orders cannot be located, reprint these work orders and make requested repairs. Property and Specialty maintenance personnel will visit each apartment resident to determine if this work was completed. If it is found that the request is still valid, then the work will be scheduled, completed, and closed out. KRA

19 1.3 Maintenance Management Policy Number: 1.3 Effective Date: Page 7 of 25 SPECIALTY SUPPORT The following processes and procedures provide step-by-step guidance for procuring privatized services: Repair Procedures for Welding Requirements 1. Property Manager and/or Foreman/Supervisor/Building Engineer contacts Area Manager and identifies requirement. 2. Asset Manager notifies City of Memphis General Services Point of Contact (POC) and requests service. 3. If unable to contact City of Memphis POC, Asset Manager contacts MHA Contracts Manager for assistance. 4. Request City of Memphis welders report to site Manager s office upon arrival to receive address/tasking. 5. Property Manager informs resident of Current Status of Work (i.e., Estimated Start Date, Actual Start Date, Estimated Completion Date, Access issues, Vendor working hours, etc.). 6. When complete, welder notifies Property Manager and/or site Foreman that service/work is completed. 7. Property Manager and/or Foreman validate service/work is completed and acceptable to resident. 8. If any Resident/Welder allegations/concerns discovered, immediately notify next higher level of MHA management for guidance and/or resolution. 9. Property Manager and/or Foreman certify/sign City of Memphis work ticket that work is completed (retain one copy for site files used to support pending invoice). KRA

20 1.3 Maintenance Management Policy Number: 1.3 Effective Date: Page 8 of 25 Procedures for Requesting Pest Control Services 1. Property Manager and/or Foreman review Resident File to identify any medical restrictions, whether or not pets are present, etc. 2. Property Manager and/or Foreman/Supervisor/Building Engineer contacts Vendor POC listed on existing Purchase Order (PO), Blanket Purchase Agreement (BPA), Job Order Contract (JOC), etc. 3. If unable to contact vendor or receive acceptable response, contact MHA Manager of Purchasing and/or Contracts Manager for assistance. 4. Request vendor to report to Manager s office upon arrival to receive address/tasking and communicate any medical and/or pet concerns. 5. Property Manager informs resident of Current Status of Work (i.e., Estimated Start Date, Actual Start Date, Estimated Completion Date, Access issues, Vendor working hours, etc.). 6. When complete, vendor notifies Property Manager and/or site Foreman that service/work is completed. 7. Property Manager and/or Foreman validate service/work is completed and acceptable to resident. 8. If any Resident/Vendor allegations/concerns discovered, immediately notify next higher level of MHA management for guidance and/or resolutions. 9. Property Manager and/or Foreman certify/sign vendor s work ticket that work is completed (retain one copy for site files used to support pending Invoice). KRA

21 1.3 Maintenance Management Policy Number: 1.3 Effective Date: Page 9 of 25 Appliance Repair Procedures 1. Property Manager and/or Foreman review condition of appliance and determine if service is required at residence. 2. If appliance replacement is required, Property Manager and/or Foreman requisitions new appliance. 3. Upon new appliance arrival and placement, Property Manager and/or Foreman complete Asset Management requirements by documenting transfers/replacements. 4. Appliances beyond economical repair will be placed in temporary storage pending Board write-off and disposition. 5. Asset Managers process documentation for Board write-off and appliance disposition. 6. Property Manager and/or Foreman/Supervisor/Building Engineer contacts Appliance Repair Vendor POC listed on existing Purchase Order (PO), Blanket Purchase Agreement (BPA), Job Order Contract (JOC), etc. 7. If unable to contact vendor or receive acceptable response, contact MHA Manager of Purchasing and/or Contracts Manager for assistance. 9. Request vendor to report to Manager s office upon arrival to receive address/tasking and communicate any pet concerns. 10. Property Manager informs Resident of Current Status of Work (i.e., Estimated Start Date, Actual Start Date, Estimated Completion Date, Access issues, Vendor working hours, etc.). 11. When complete, vendor notifies Property Manager and/or site Foreman that service/work is completed. KRA

22 1.3 Maintenance Management Policy Number: 1.3 Effective Date: Page 10 of Property Manager and/or Foreman validate service/work is completed and acceptable to resident. 13. If any Resident/Vendor allegations/concerns discovered, immediately notify next higher level of MHA management for guidance and/or resolution. 14. Property Manager and/or Foreman certify/sign vendor s work ticket that work is completed (retain one copy for site files used to support pending invoice). Repair Procedures for Cabinet Repairs 1. Property Manager and/or Foreman review condition of cabinets and determine degree of required service (i.e. door, door hinge repair or total cabinet replacement, etc.). 2. If total cabinet replacement is required, Property Manager and/or Foreman inform residents that lead-time may slightly delay repairs. 3. Property Manager and/or Foreman/Supervisor/Building Engineer contacts Cabinet Repair Vendor POC listed on existing Purchase Order (PO), Blanket Purchase Agreement (BPA), Job Order Contract (JOC), etc. 4. If unable to contact vendor or receive acceptable response, contact MHA Manager of Purchasing and/or Contracts Manager for assistance. 5. Request vendor to report to Manager s office upon arrival to receive address/tasking and communicate any pet concerns. 6. Property Manager informs Resident of Current Status of Work (i.e., Estimated Start Date, Actual Start Date, Estimated Completion Date, Access issues, Vendor working hours, etc.). 7. When complete, vendor notifies Property Manager and/or site Foreman that service/work is completed. KRA

23 1.3 Maintenance Management Policy Number: 1.3 Effective Date: Page 11 of Property Manager and/or Foreman validate service/work is completed and acceptable to resident. 9. If any Resident/Vendor allegations/concerns/change orders discovered, immediately notify next higher level of MHA management for guidance and/or resolution. 10. Property Manager and/or Foreman certify/sign vendor s work ticket that work is competed (retain one copy for site files used to support pending invoice). Routine Maintenance Procedures (Inspections & Troubleshooting) Sink 1. Check operation of water shut-off valves (located beneath the kitchen sink, bathroom lavatory, and toilet. 2. Check operation of faucets leaking and tightness, repair as required. 3. Check and clean aerator. 4. Check drain, trap and waste arm for leaks or deterioration. Tighten or repair as required. 5. Check sink/basket strainer, replace as required. 6. Check water supply lines for leaks or deterioration. 7. Apply liquid drain cleaner. KRA

24 1.3 Maintenance Management Policy Number: 1.3 Effective Date: Page 12 of 25 Cabinets and Shelves 1. Check general condition of cabinets, shelves, and countertops. Report missing shelves, broken cabinets or damaged countertops. 2. Tighten latches, hinges, and knobs as required. 3. Check operation of cabinet doors, adjust as required. 4. Lubricate hinges. Range Electric 1. Turn on all surface elements, check for operation. Replace burnt out or nonoperating elements. 2. Turn on oven and boiler, check for operation. Replace oven and/or broiler element as required. 3. Check all connections to surface heating elements and switches. 4. Check wires and connections at power source. Ensure stove is properly grounded. 5. Replace missing knobs as required. 6. Tighten handles as required. 7. Check operation of oven door and adjust, if required. KRA

25 1.3 Maintenance Management Policy Number: 1.3 Effective Date: Page 13 of 25 Range Gas 1. Light all burners check for proper flame. 2. Light oven and broiler, check for proper flame. 3. Check and clean all orifices as required. 4. Check flash tube alignment. 5. Check pilot light and gas pressure. 6. Check all connections for leaks. 7. Replace missing knobs as required. 8. Tighten door handles as required. 9. Check operation of oven door and adjust, if required. Refrigerator 1. Check door for alignment and tightness of fit. Adjust as required. 2. Check temperature control for operation. 3. Check interior light, replace if required. 4. Check for missing, broken or bent shelves. Replace as required. 5. Check all shelf supports, tighten or replace as required. 6. Vacuum underside of box and coils at rear of box. KRA

26 1.3 Maintenance Management Policy Number: 1.3 Effective Date: Page 14 of Check electrical connection and condition of power cord. Repair as required. 8. Check drain line and drain pan. 9. Check door gasket for wear and positive seal. Range Hood 1. Check fan/light control switch for operability. Repair or replace as required. 2. Check light, replace if required. 3. Check operation and speed of exhaust fan. Check for unusual vibration or noise. 4. Clean fan blade and motor, if accessible. 5. Clean or exchange filter. Garbage Disposal 1. Turn-on check operation of unit. If inoperable, report for repair or replacement. 2. Check switch for proper operation, replace switch and switch cover plate, if required. 3. Check garbage disposal connection to waste system for leaks, tighten or repair as required. 4. Check electrical connection to garbage disposal. 5. Check condition of basket strainer, replace as required. KRA

27 1.3 Maintenance Management Policy Number: 1.3 Effective Date: Page 15 of 25 Exhaust Fan 1. Check switch for operation. 2. Check speed and operation of fan. 3. Check for vibration or unusual noise. 4. If accessible, clean fan blade and motor. 5. Lubricate fan motor components, as required. Washer and Dryer Hookup 1. Check outlets for polarity and operation. 2. Ensure outlet firmly fastened to wall. 3. Check outlet cover for cracks, missing or broken, replace as required. 4. Check water faucets for leaks. 5. Check drain. 6. Check dryer vent. Tub and Shower 1. Check operation of faucets, leaking and tightness. Repair as required. 2. Check operation of mixing valve system, if installed. Adjust as required. 3. Check operation of bath spout diverter. Adjust as required. KRA

28 1.3 Maintenance Management Policy Number: 1.3 Effective Date: Page 16 of 25 Tub 4. Check condition of showerhead, replace if required. 5. Check operation of drain and bath waste assembly. Adjust as required. 6. Check general conditions of tub chipping, glazing, or damage. Report significant problem. 7. Apply liquid chemical drain cleaner. 8. Check tightness of handicap rails and tighten as required. 9. Check caulking around tub. 1. Check operation of faucets, leaking and tightness. Repair as required. 2. Check operation of drain and bath waste assembly. Adjust as required. 3. Check general condition of tub. Report damage tub or glazing requirements. 4. Apply liquid chemical drain cleaner. 5. Check tightness of handicap rails and tighten as required. 6. Check caulking around tub. Shower 1. Check operation of faucets, leaks and tightness. Repair as required. 2. Check operation of mixing valve assembly. Adjust as required. 3. Check drain. KRA

29 1.3 Maintenance Management Policy Number: 1.3 Effective Date: Page 17 of Check shower stall door, if installed. Adjust as required. 5. Check handicap rails for tightness, tighten as required. 6. Apply liquid chemical drain cleaner. 7. Check caulking around shower. Cabinet/Mirror/Accessories 1. Check cabinet attachments to wall, tighten as required. 2. Check general condition of cabinet, door operation, shelves, and mirror. 3. Check hinges and lubricate as required. 4. Check conditions of mirror, broken, cracked, missing. Replace as required. 5. Check towel bar, soap dish, toilet paper dispenser, etc. Vent Fan/Heating Unit 1. Check switch for operation, replace if required. 2. Check operation and speed of exhaust fan, check for vibration or unusual noise. Clean fan blade and motor. 3. Check timer switch on heat unit. Repair or replace, if required. 4. Check heat unit operability and fan operation. Report non-working units. KRA

30 1.3 Maintenance Management Policy Number: 1.3 Effective Date: Page 18 of 25 Hot Water Heater (Gas) 1. Check overall condition of tank for rust or deterioration. Report serious deterioration. 2. Inspect water piping for leaks. 3. Check and test safety valve. 4. Inspect burner for proper flame, adjust as required. 5. Check pilot light. 6. Inspect condition of flue for tightness and clean. 7. Remove sediment by draining water from heater until it runs clear. 8. Set temperature control no higher than 120 degrees Fahrenheit. 9. Report needed repairs or replacement of unit, if necessary. 10. Check for gas leaks. Hot Water Heater (Electric) 1. Check overall condition of tank for rust or deterioration. 2. Inspect water piping for leaks. 3. Remove sediment by draining water from heater until it runs clear. 4. Check all electrical connections. 5. Set temperature control at 120 degrees Fahrenheit. 6. Report needed repairs or replacement of unit, if necessary. KRA

31 1.3 Maintenance Management Policy Number: 1.3 Effective Date: Page 19 of 25 Gas Heating Unit 1. Change filter. 2. Vacuum and clean around heating unit and elements. 3. Ensure air intake areas are clear of foreign objects and material. 4. Check electrical connections. 5. Check gas connections for leaks. 6. Check for proper flame, adjust primary air nozzle as required. 7. Check plunger of main gas valve to ensure it is not sticking. 8. Check blower motor for vibration or unusual noise. 9. Check exhaust vent for proper draft. 10. Check and clean burners, if required. Walls and Ceilings 1. Check general condition for cracks, holes, water stains and general damage. 2. Water stains, check for source of water infiltration. 3. Check ceramic tile walls for missing or cracked tile. Check condition of grout. 4. Check ceiling tiles for missing, broken or deteriorated tiles. Replace as required. KRA

32 1.3 Maintenance Management Policy Number: 1.3 Effective Date: Page 20 of 25 Floors 1. Check vinyl tile floors for missing, loose, or cracked tile. 2. Check ceramic tile floors for missing, loose, or cracked ceramic tile, check condition of grout. 3. Check for loss baseboards, reattach. Windows and Window Hardware 1. Check general condition of windows and window frames. Check for broken, cracked or missing panes, pitted metal frames, deteriorated wooden windowsills and frames, condition of glazing and caulking. 2. Check window lock operation, adjust or repair as required. 3. Open and close windows to check operation. Lubricate as required. Tighten operators as required. 4. Check window screens for torn or missing screens. Also, check screen hardware to ensure secure fit or screen. 5. Report all needed repairs. KRA

33 1.3 Maintenance Management Policy Number: 1.3 Effective Date: Page 21 of 25 Doors Exterior, Interior & Hardware 1. Check general condition of door and doorframe for cracking or damage. Check kick plate, push plates, and weather stripping. Check glass for cracks and tightness to frame. 2. Check door latching and locking operation. Open and close door to check for difficulty in opening or closing. Check for loose doorknobs and door pulls. Lock and unlock door. Lubricate knob. 3. Check and adjust door closures. Lubricate. 4. Lubricate door hinges. 5. Check panic hardware, adjust as required. 6. Check doorstops, tighten or replace. Smoke Alarm 1. Conduct visual inspection and clean dust from elements. 2. Check circuit. 3. Test alarm. 4. If unit fails, report immediately for repair or replacement. KRA

34 1.3 Maintenance Management Policy Number: 1.3 Effective Date: Page 22 of 25 Through-the-Wall Heater/Air Conditioner 1. In Apartment Check A. Check to insure heat unit and air conditioning systems are functioning. B. Check for unusual knocks, noises, or vibration. C. Inspect unit for condensate leaks. D. Clean filter if reusable, change filter if throwaway type. E. Remove unit for cleaning, wash coils if sticky or clogged. F. Inspect all wiring and switches. G. For strip heat system, ensure strips are clean and connections are tight. H. For hot water heat system, check for leaks and deterioration of water system. I. Report needed repairs as required. 2. Removal Check A. Disconnect existing unit and replace with clean operational unit. B. Return existing unit to stop for cleaning and maintenance. Use unit later to replace another existing unit. Distress Call System 1. Check to see system operates at main panel. 2. Ensure pull cord and chain are in good condition. KRA

35 1.3 Maintenance Management Policy Number: 1.3 Effective Date: Page 23 of 25 Stairs Carpet Electrical 1. Check for loose stair treads, reattach. 2. Check for loose handrails, reattach. 3. Check general condition of stairs for cracks or other weakness. 4. Check metal handrails for rust and deterioration. 1. Check general condition of carpet throughout hallways, recreation rooms, offices and other common areas. 2. Check for tears, raveling or pulls from floor fasteners or baseboard. Re-fasten, if possible, or report for work order. 1. Check operation of light switches. Replace as required, replace broken or missing switch covers. 2. Check outlets for operability, check polarity. Replace outlet, if required or correct deficiency. Replace broken or missing outlet covers. 3. Check for missing or broken light globes, diffusers, or reflectors, and replace as required. 4. Check GFI outlets and circuits to ensure they are functioning properly. Replace if found defective. 5. Check exit lights, repair or replace. 6. Check electrical panel boxes for signs of corrosion, burning or heating. Report difficulties immediately. KRA

36 1.3 Maintenance Management Policy Number: 1.3 Effective Date: Page 24 of 25 Commode Urinal 1. Inspect fixture for general condition and fastening to the floor. Tighten as required. 2. Check operation of water shut-off valve. 3. Check seat and hardware, tighten or replace seat as required. 4. Check flush-o-meter operation, ensure proper water level, operation of float, flush handle, and shut-off valve. Adjust as required. 5. Check for leaks around commode area. 6. If installed, check handicap handrail for tightness, tighten as required. 7. Check water supply line for leaks for deterioration. 8. Apply liquid chemical drain cleaner. 1. Check general condition of urinal for cracks and/or leaks. 2. Check flush valve operation, adjust if required. 3. Apply liquid chemical drain cleaner. KRA

37 1.3 Maintenance Management Policy Number: 1.3 Effective Date: Page 25 of 25 Lavatory 1. Check operation of water shut-off valves. 2. Check operation of faucets, leaking and tightness. Repair as required. 3. Check drain, trap and waste arm for leaks and deterioration, tighten or repair as required. 4. Check stopper mechanism for operability, and fit-adjust as required. 5. Check water supply lines for leaks or deterioration. 6. Apply liquid chemical drain cleaner. Restroom Partition 1. Check general condition for painting, graffiti, rust and deterioration. 2. Check for loose panels, tighten at all support and fastening points as required. 3. Check door for alignment. Hinge operation and hardware. Lubricate hinges as required, align door as required. 4. Check toilet paper dispenser to ensure firmly fastened to panel. Tighten as required. Restroom Mirror 1. Check general condition of mirror of cracks. 2. Ensure mirror is firmly fastened to wall, tighten fasteners are required. 3. Report replacement, if required. KRA

38 1.4 Emergency Work Orders Policy Number: 1.4 Effective Date: Page 1 of 2 Policy To complete all emergency work orders within 24 hours. Procedures Emergency Maintenance 1. Definition of Emergency Maintenance: Work Orders For Repair Needs Which Threaten The Life, Health, Or Safety Of A Resident. 2. One way of deciding whether or not a work order is an emergency is to consider whether or not there is a chance for injury if the problem is not abated and corrected. General examples of emergencies include: A. Missing smoke alarms, non-working smoke alarms, or smoke alarms not located in designated locations on the wall or in the unit. B. Exposed electrical wiring or broken electrical components that could cause electrical shock if touched. C. Leaking gas. D. Water flooding/raw sewage present in a residence. E. No heat when outside temperature is at 45 0 F or below. F. Broken door locks or windows which would prevent resident from securing apartment. G. Any item, which would cause danger to life, health or safety of a resident. KRA

39 1.4 Emergency Work Orders Policy Number: 1.4 Effective Date: Page 2 of 2 3. The assignment and recording of emergency work orders must be handled on a priority basis to ensure proper actions are taken quickly. Repeated follow-up must occur to ensure the emergency is abated. For example, a water leak may be stopped (abated) after hours and repairs scheduled later. Repeated follow-up is required to 1) ensure the emergency is abated; and 2) ensure the repairs are made and service is restored. KRA

40 1.5 Emergency Work Orders < 24 Hours Policy Number: 1.5 Effective Date: Page 1 of 2 Policy: To complete all emergency work orders within 24 hours. Procedures: All Emergency Work Orders must be completed in less than twenty-four (24) hours. 1. Deficiencies are Called In to the Assistant Property Manager or Property Manager. 2. Assistant Property Manager or Property Manager Enters the Emergency Work Order into the System & Prints the Work Order Immediately. 3. Property Manager Delivers or Calls the Foreman for Assignment of Work Order. 4. Property Manager & Foreman Monitor Progress to Ensure Completion within 12 Hours. 5. Mechanic Completes or Abates Problem & Returns Work Order to Foreman the Same Day. 6. Foreman Checks for Accuracy, Logs in on Emergency Work Order Log & Forwards to Property Manager. 7. Accuracy Completed Emergency Work Orders are Filed in Unit Folders & a Copy in Emergency Folders. 8. An Emergency Work Order Form is Completed & Forwarded to Asset & Area Manager with Weekly Reports each Monday before 10:00 a.m. Asset & Area Managers Conduct 10% Quality Control Check Weekly. KRA

41 1.5 Emergency Work Orders < 24 Hours Policy Number: 1.5 Effective Date: Page 2 of 2 9. Asst. Project Manager Checks, Tracks & Corrects Emergency Work Orders Daily at 4:00 p.m. 10. All Unabated/Incomplete Emergency Work Orders are assigned to the Emergency Crew for Abatement or Completion within Two Hours. The Crew will Report back at 6:00 p.m. KRA

42 1.6 Non-Emergency Work Orders Policy Number: 1.6 Effective Date: Page 1 of 1 Policy: To complete all non-emergency work orders within 14 days. Procedures: Outstanding Non-Emergency Work Order Reports Each Property Manager receives, on a monthly basis, a computer report that lists all outstanding work orders for the period of July 1 to date. A review of some sample reports reveals that a large number of tickers can be erroneously coded (Board Ups, Trash Outs, Inspect/Repair coded as R versus V ). In addition, tickets that are assigned to specialty crews and weekend crews may appear as outstanding. KRA

43 1.7 Non-Emergency (Regular) Work Orders < 14 days Policy Number: 1.7 Effective Date: Page 1 of 1 Policy: To complete all non-emergency work orders within 14 days. Procedures: Non-Emergency Work Orders must be completed in less that fourteen (14) calendar days: 1. Deficiencies are Called In to the Property Manager/ Assistant Property Manager. 2. Deficiencies are Entered into the System & Printed. The Foreman picks up the Work Orders at 9:00 a.m., 11:00 a.m., 1:00 p.m. & 4:00 p.m. 3. The Foreman Assigns Work Orders on a Daily Basis by Number of Personnel, Qualifications, Availability & Priority of Work Orders. 4. Work Orders are Returned Daily by Staff to Foreman for Completion or Reassignment. 5. Completed Work Orders are Returned to the Property Manager for Input into System. 6. Completed Work Orders are Filed in Unit Folder for Work Orders. KRA

44 1.8 Quality Control Policy Number: 1.8 Effective Date: Page 1 of 2 Policy: To implement Quality Control Procedures that ensure MHA receives High Performer scores in Physical Assessment Subsystem (PASS) & Management Assessment Subsystem (MASS) indicators. Procedures: Macro Quality Control (QC) Procedures 1. Identify QC Time Period. 2. Print ECS report for the identified QC time period. 3. Perform QC on completed Emergency WOs. 4. Perform QC on completed Non-Emergency WOs. 5. Perform QC on completed Preventive Maintenance (PM) WOs. 6. Perform QC on competed contractor/vendor work. Work Order Quality Control (QC) In order to assure that quality work is being performed by all employees, it is necessary for the Foreman/Building Engineer to perform and record quality control inspections on each employee on a continuing basis. 1. The Foreman/Supervisor shall inspect a minimum of: a. 2% of the Work Orders completed during the week at properties with 400 or more occupied units. b. 5% of the Work Orders completed during the week at properties with less than 400 occupied units. KRA

45 1.8 Quality Control Policy Number: 1.8 Effective Date: Page 2 of 2 2. Inspect a variety of Work Orders completed by each employee. Do not just inspect one person s plumbing, another s electrical, etc. 3. Check the Work Order for work done, materials used, time spent, etc. Compare with the standard time to accomplish the tasks. 4. Note on report any other discrepancies or repairs needed in the unit. 5. Review and evaluate your inspection results and take necessary corrective measures. 6. Inspections shall be done on a weekly basis and reports completed and submitted to next higher level as required. KRA

46 1.9 Risk Management Policy Number: 1.9 Effective Date: Page 1 of 15 Policy: To institutionalize risk management philosophies and techniques and actively support other departments in order to improve accountability. Procedures: Repair Procedures for Fire Damaged Units 1. If the costs for repairs are under $10, (deductible amount) and within the capabilities of the Property Maintenance Staff, the Asset Manager shall prepare inspection checklist indicating damages. The Asset Manager then shall generate Maintenance Tickets to be given to the Vacancy Crew, indicating work to be done. The unit is to be ready for occupancy within 60 days from the date of the fire otherwise the work will be contracted out to a vendor with the same 60-day requirement. 2. The Asset Manager shall keep the Assistant Manager of Leasing and Occupancy advised of the progress of repairs to assure that an eligible applicant has been processed and ready to occupy completed unit in a timely manner. Approximately seven (7) day advance notice of completion will be given. 3. Upon completion of repairs, the Asset Manager shall immediately, by written notice, advise the Property Manager and Manager Leasing & Occupancy that the unit is available. 4. If damages are extensive, and determined to exceed $10, in costs to repair, the Asset Manager shall, within two (2) working days, send written notice to the Program Manager (Capital Improvement) requesting that specifications be prepared for the Contracting Department to advertise for bids. KRA

47 1.9 Risk Management Policy Number: 1.9 Effective Date: Page 2 of The Program Management Department, upon receipt of request, shall within two (2) working days inspect site, prepare complete specifications within ten (10) working days and submit to the Contracting Department upon receipt of wage rate. 6. The Contracting Department upon receipt of the Bid package from Capital Improvement will advertise for bids within three (3) working days. Upon receipt of bids, determine the lowest, responsive and responsible bidder and, within ten working days, unless board approval is required, give Notice to Proceed. 7. The Department of Capital Improvement shall monitor work to determine that all codes are met, and that quality work is being performed. A preliminary inspection shall be conducted, after which, the Program Manager shall determine and provide the Manager of Leasing and Occupancy, the Service Manager and the Property Manager a tentative completion date in order that an eligible application may be processed to occupy the renovated unit immediately. 8. Upon completion of the contract, Program Management shall perform the final inspection. 9. The Program Manager shall advise the Manager of Leasing and Occupancy, the Service Manager and the Property Manager that the unit is ready for occupancy. Fans and Space Heaters Issue Procedures Implement an improved customer accountability process when space heaters and/or fans are issued to residents. Customers sign an acceptance document. Forward a copy of this acceptance document to the Property Manager for placement in their file. Note: One each copy of these documents must be forwarded to MHA s Fire Consultant when any space heater is issued. The Fire Consultant will provide training/instruction on safe heater use as appropriate. KRA

48 1.9 Risk Management Policy Number: 1.9 Effective Date: Page 3 of 15 Resident Owned Air Conditioner Installation Process 1. Section (9) Paragraph (M) of the Memphis Housing Authority Lease Agreement indicated that: Residents shall NOT make alterations or repairs or redecoration to the interior of the dwelling unit or to the equipment, nor to install additional equipment or MAJOR APPLIANCES WITHOUT written consent of MHA. 2. Before air conditioners are installed in any MHA apartment dwelling, the resident must: A. Request permission to install the Air Conditioning (A/C) unit by signing the Air Conditioner Installation Request Form (Appendix A) which is to be maintained in the Property Manager s office. B. Provide proper documentation to the Property Manager regarding the proposed installation and installer of the A/C unit. C. Sign a hold-harmless statement releasing MHA from any liability that could cause bodily harm or damage to personal property attributable to the installation of the air conditioner unit or negligence in installation. D. Pass the initial A/C Inspection performed by the Property Foreman (Appendix B). KRA

49 1.9 Risk Management Policy Number: 1.9 Effective Date: Page 4 of 15 MEMPHIS HOUSING AUTHORITY RESIDENTS AIR CONDITION INSTALLATION REQUEST FORM I,, am requesting permission to install a Resident Name BTU size in the apartment that I currently rent at Address from the Memphis Housing Authority. This is the unit to be 1 st, 2 nd, 3 rd installed in my apartment. This unit will be installed in the by an experienced (Room type ex: BR/LR) and professional A/C technician. If this request is approved, my A/C will be installed by. (Person installing unit) If MHA instructs me to remove my A/C as a result of improper installation or potential danger to property or limb, I agree to remove the unit immediately. I will not hold MHA liable for any damage caused by the malfunction or negligent installation of this A/C unit. Resident Name Date Property Manager Date xc: Resident File Fire Safety Department KRA

50 1.9 Risk Management Policy Number: 1.9 Effective Date: Page 5 of 15 A/C INSTALLATION CHECKLIST (To be performed by Foreman) Resident Name: Address: YES NO 1. Is air conditioner unit properly tilted to the outside? 2. Is air conditioner unit properly secured? 3. Does air conditioner unit have proper electrical capacity? (Ex. 210 plug) 4. Is air conditioner unit properly insulated? 5. Does air conditioner unit require extension cord? 6. Are there other air conditioners installed in the unit? NOTE: EXTENSION CORDS CANNOT BE UTILIZED TO OPERATE A/C UNITS. Property Foreman s Name Date Resident s Name Date xc: Resident File Fire Safety Department KRA