STANDARD TERMINOLOGY

1) ACRONYMS

• AMI - (Annual Maintenance Inspection): Once per year, each property undergoes a thorough walk through to ensure the upkeep of such property is up to standards.

• Pre-TOC - (Before Move Out Inspection): This inspection is done up to three months prior to turnover, and is designed to gather information that can be used to make the turnover process efficient, cost-effective, and timely.

• Pre-inspection - Tenant requested move out inspection http://www.ipmchico.com/tenants/move-out

• Post-TOC - (After Move Out Inspection): The inspection that takes place once a tenant is out, usually the very day after they are out, or same day.

• PSC - Property Services Coordinator

• PDATA - PData is a system that tracks information about each property managed by IPM and Locale Residential

• PBO - (Project Budget Overview): The PBOs, created in excel format, are spreadsheets designed to take information from completed TOCs and transform them into tangible budget projections for a turnover.

• TOC - (Turnover Checklist): generic term for form to gather specific information about property condition prior to a turnover

• FT - Field Technician

• MT- (Maintenance Technician)

• NP - New Property

• LVL - Landscape Visitation Log

• ESA - Employee Self-Assessment

• LBN - Lock box notice

• PDS - Property Data Sheet

• TBAR - Turnover Budget Approval Request

2) OTHER TERMS

• Bid Requests: When repairs or upgrades are desired on a property, but the cost of such work is unknown, a bid request is sent to a vendor. Ideally, three bids requests are sent out per project to provide homeowners and property management companies choices in how work gets completed.

• Broker: company owner

• Correctable: Correctables are items that are not tenant charges, and are items that can be repaired or addressed prior to tenant move-out. This includes items such as yard work, appliance repair, and small repairs that will not be affected by tenant during remainder of their stay.

• Defect: Defects are items that need attention on the interior or exterior of a home, and do not have owner approval to proceed at this time. Any items that are approved, and actionable, will be reserved for buildium tasks and completed within designated time frame by broker, PSC, or field tech.

• Emergency Maintenance: Fire, water, or time-sensitive maintenance request that will negatively impact the safety of the tenant or condition of the property if not dealt with immediately.

• Field Tech: Staff who works out of the office, doing work other than repairs (such as inspections), on various properties.

• Final Work Review: Last work review completed after all work has been completed for a turnover.

• Maintenance Request: A non-emergency repair sent by tenants or owners via phone or email.

• Post Move Out Turn Over Checklist (Post-TOC): Once a unit has been vacated, an inspection takes place to add any additional information about the work needed to be done during the turnover. This also helps specifically assess any tenant charges.

• Permission to Enter (PTE): If tenants provide PTE, staff and outside vendors can enter the property without their presence.

• Pre-Inspection: A inspection requested by a tenant, which we must provide by law.

• Project Landscaper: Preferred vendor who completes unique landscaping requests at properties

• Property Services Coordinator: Staff who organizes and oversees maintenance repairs, unit upgrades, and property turnovers.

• Route Landscaper: Outside vendor who services ongoing landscaping needs for properties.

• Sign Log/Inventory Spreadsheet: This online document tracks the location of the signs and lock boxes.

• Turnover Calendar: This google calendar, seen by all staff, coordinates work done on various properties. This includes work done by Repair Pros and outside vendors.

• Vendors: outside specialists recruited to do work that is outside the scope of Repair Pros

• Work Review: An inspection done during a turnover period to ensure all work is completed to appropriate standards.

• zInspector: Application used to photo document any work done at a property

SERVICE FUSION DEFINITIONS

1) OPEN JOBS

• Dispatched- Job has been assigned to a tech and does not have a specific completion time-frame

• Scheduled- Job has been scheduled for a future date/time and is on the calendar

• Contact Needed- Job was created and it needs further confirmation or clarification from the tenant/client. Contact still needs to be made.

• Pending Approval- Status to be used when additional budget approval is needed for a job. You must mark a job Partially Completed first and then to Pending Approval.

• Review Needed- Status to be used when additional information/clarification is needed on an aspect of the job. You must mark a job Partially Completed first and then to Pending Approval.

• Cancelled- A previously opened task that is no longer needed or created in error. Jobs moved to this status should be done by the MC or other supervisor.

2) OPEN JOBS IN PROGRESS

• Awaiting Schedule = needs to have a date and tech assigned to it.

  • Time Sensitive = This is a sub status of Awaiting Schedule, meaning it needs to be done soon! Someone is waiting on it or it's urgent.

• Dispatched = This job doesn't have a date, or doesn't have a timeline, it's a go when you can and is assigned to a tech (Fill in Work). This is also automatically applied for recurring jobs like landscaping routes. Doesn't require notice to enter!

• Started = a repair pro has started repairs. This starts labor time.

• Recurring = something that repeats automatically, doesn't need much attention until completed.

• On the Way = repair pro is on their way to the property

• On Site = repair pro is currently at the property

• Turn Over = upcoming turn over related

• Partially Completed = job will take more than one day. This ends labor time.

• Delayed = job has been postponed. Should be notes in task.

• Completed = has been completed in Service Fusion only

Use as Sub Status Only

• Notice Served

• Turn Over

• Time Sensitive

3) ESTIMATE REQUESTS

• • Cancelled- Estimate has been cancelled by supervisor. Notes should be inputted as to why the estimate was cancelled.

  • Estimate Provided - Estimate has been emailed to maintenance client or property management company

  • Estimate Provided HV - Estimate has been emailed to client or property management company and is over 10k dollars

  • Estimate Requested- Estimate has been requested by client or property management company and is waiting to be prepped by estimator

  • Estimate Won - Estimate has been approved by client or property management company and has been converted to a job

  • Lost - Estimate has been declined by client or property management company

  • Pending Approval - Estimate has been emailed to client or owner and is awaiting response

  • Pending Review - Estimate has been emailed to broker and is awaiting response

  • Review Needed- Estimate cannot be completed by estimator and needs guidance/information from supervisor

4) Closed Jobs

• • Awaiting Review - Something about it is not right, or needs a superiors review. Notes are made to indicate what is wrong. Once corrected, or ready to invoice, move status to approved.

  • Approved - Correct and ready to be invoiced

HOW WE USE Jobs AND ASSIGNMENT OF THEM

• What does it mean to be assigned a job?

  • You are actually doing the work on the task list or job.

• When is a job officially completed?

  • When work on the property--as described through the work order or task--is finished.

• When to open a job?

  • When there is action to take place. Our goal is to break each "project" into organized and complete-able job chunks. Paint house, is not a job, pre for paint, prime, pressure wash, cleanout jobs site, etc could all be jobs.

  • Generally a job does not span multiple days