1. Managing Union Maintenance & Custodial Operations ACUI International Conference 2011 Chicago, IL Scott Reed, Virginia Tech Greg Akridge, Florida State University

2. Overseeing Union Maintenance & Custodial Operations Scott Reed, Sr. Associate Director for Operations & Services, Virginia Tech Greg Akridge, Director of Operations, Florida State University Introduction of attendees – School, Title, Internal staff?

3. Union Maintenance & Custodial Management: Goals Define Maintenance & Custodial Operations Overview of PM Planning & Maintenance Review 21 st Century Technology Tools for the Facility Manager Group discussion on Maintenance Programs Overview of Custodial Operations Group discussion of Custodial Operations

4. VT Union Facility Snapshot Squires Student Center – 252,000SF Johnston Student Center—24,566 SF Graduate Life Center – 26,606 SF War Memorial Chapel -- 6,324 SF Total SF managed: 309,496

5. VT Facility Management Self-operated Maintenance (4) Self-operated Custodial (12) Service agreements with Univ. Facilities & Physical plant STRUCTURE – Sr Associate Director Associate Director for Facilities – Coordinators of Maintenance & Custodial » CS Employees & student wage staff (Painting)

6. FSU Union Facilities Snapshot Oglesby Union Complex - 234,450 Askew Student Life Center - 52,500 Student Services Building - 57,588 Haskins Circus Complex - 31,871 Total SF managed: 376,409

7. FSU Union Facility Structure Structure: – Self-op Maintenance (5) – Self-op Custodial (15) – Service agreements with university facilities Structure – Union Director – 2 Associate Union Directors – Director of Operations – Maintenance Supervisor – Custodial Superintendant – Custodial Night Supervisor

8. Managing Maintenance Programs In College Unions

9. Defining Maintenance Industry definition: Keeping property and equipment in a good state of repair so as to minimize the need for more costly major repair work or replacement. The life of a system can be prolonged through continual preventive maintenance. Preventive maintenance (PM) is a program in which wear, tear, and change are anticipated and continuous corrective actions are taken to ensure peak efficiency and minimize deterioration. Union definition: Ability to successfully maintain attractive, safe, fully operable built environments. Our definition: Planned, systematic care of facility assets & systems based on manufacturers suggested routine maintenance & replacement schedules. Group ideas/other definitions?

10. APPA Scales of PM care Showpiece: immediate response – 100% PM is 100 percent complete PM Comprehensive stewardship: response to service needs & non-maintenance activities in a week or less – 75%-100 percent PM vs corrective Managed care: response item one month or less – 50%-75% PM vs corrective Reactive management: response time of one year or less 25-50 percent PM vs corrective Crisis response: only emergencies – 0% no Pm performed, multiple failure

11. Maintenance Program Impacts Broadly--Facility Management directly impacts: – Basics of Life- Shelter, food, water – Basics of Union: Services Programs/Events Life Safety Education Facility Maintenance is Vital because: – Directly Impacts Union Mission – Directly Impacts University Mission – Directly Impacts People/customers/staff – Recruitment of Students – Retention – Major Budget Impact: At VT, second largest funding need

12. Starting a PM program from Scratch? Anyone starting from scratch? Start Here: Create calendar of infrastructure (paper, etc) – Life safety Develop Infrastructure Equipment Lists Outline equipment specific details – Warranty, life expectancy, rebuild cycles, etc Identify who can do the PM work (internal/external) Hire a consultant for a facility condition audit Request funds and resources based on audit and personnel needed What else needs to be considered?

13. Maintenance Skills Needed What do you look for in building a maintenance staff: – Trades HVAC Plumbing Electrical Mechanical Carpentry/Painter Technology Background check Modern skills: – Computer skills – Sustainability experience – Others?

14. Maintenance Training MSDS OSHA (10 & 30 hour) Ladder Safety /Aerial Lift Lifting ARC Flash/Electrical Awareness Right to Know/hazardous materials CPR/Defibrillator Asbestos Confined Space Bowling/pinspotter Bloodbourne Pathogens Work order Machine Shop Coordinator

15. 21 st Century Maintenance Management Tools TMA – Facility Management Software (8.1.0) Asset Works Software (AiM 4.1)

16. TMA Facility Management Software Overview & Demo Work order driven -digital Manage PM’s Used for 6 service areas Inventory management on one consolidated system Project Management Custodial Module University System in future Repair Center Management Inventory Management

17. FSU Asset Works Demo Work orders PM’s Module off campus facilities system

18. Managing Custodial Operations in the Union Defining Custodial Operations Staffing & Training Cleaning Processes & Management Systems – PM’s – Deep Cleaning – Green Cleaning Accountability & Inspection processes Recognition and Motivation Salary balances/survey Other custodial roles

19. Defining Custodial General care, cleanliness, orderliness, and maintenance of business or property.-Business dictionary.com APPA Scales: – Level 1: Orderly spotlessness – Level 2: Ordinary tidiness – Level 3: Casual inattention – Level 4: Moderate dinginess – Level 5: Unkempt neglect Defining cleanable square footage (CSF)

20. Custodial Staffing Comparison Virginia Tech Zone Concept: daytime Evening & weekend crew 3 managers, 14 staff 309,496 sqft cleaned Manages surplus Manages relocations Recycling Program Custodial Module Florida State University Zone Concept: daytime Team Concept: night crew 2 supervisors, 13 staff 376,409 sqft cleaned Manages surplus Manages relocations Recycling Program

21. Custodial Staffing Skills to seek in building a custodial staff – Prior experience operating cleaning equipment – Chemical usage knowledge – Prior custodial experience – Attitude/mentality – Computer skills – Work ethic – Teamwork – Communication – References – Background check

22. Cleaning Processes & Management System – Zone Concept, team concept, rotation plan, home base/closets – Day, evening, and weekend plan – Deep cleaning plan – Projects – PM’s – Inspections

23. Custodial Training – MSDS – OSHA/Right to know – Bloodbourne Pathogens – Equipment & vendor training – Work order training – Sustainable cleaning – Recycling

24. Custodial Inspections Clear Expectations – Job description Tools for inspections – Plan, closets, gradual implementation, train inspectors, evaluations Inspections – KISS method – Culture – Timing/randomness – Meeting room subliminal strategies

25. Custodial Recognition & Motivation Ideas – Incentive programs – Cleaning ratings rewards – Area specific socials – Departmental awards – Food coupons – National Housekeeping Week – Staff shirt inclusion – Management knows who they are as people and employees Your Ideas?

26. Connection of Maintenance & Custodial Staff Fluent Communication Morale Expectation to issue requests of each other Eyes and ears for each other Mutual respect & support

27. Connection of Facilities to Student Activities & Union Events Event Planning meetings of custodial/maintenance needs – Defray “work arounds” – Event needs details – Judgment of needs by anticipated attendance & historical needs – Seamless service image

28. Conference Theme Points to Ponder ASPIRE – To staff at a level to reduce high cost of external maintenance – Reach a higher APPA cleanliness scale COLLABORATE – Devise systems for these to units to work with & for each other UNITE – United effort between operations & activities INNOVATE – Develop a technology buy-in process

29. Union Maintenance & Custodial Management: Goals Define Maintenance & Custodial Operations Overview of PM Planning & Maintenance Review 21 st Century Technology Tools for the Facility Manager Group discussion on Maintenance Programs Overview of Custodial Operations Group discussion of Custodial Operations

30. Managing Union Maintenance & Custodial Operations Q & A Please pick up reference materials. Evaluations THANKS for attending!

31. References Association of Physical Plant Admin: APPA.org Building Owners & Managers Association: BOMA.org General Services Administration: GSA.gov National Center for Education Statistics: Nces.ed.gov U. of Minnesota Facility Management: Facm.umn.edu AssetWorks: http://www.assetworks.com/product/aimhttp://www.assetworks.com/product/aim TMA: http://www.tmasystems.com/