• Page:
  • 1
  • 2

TOPIC: Scheduling work order and unit turnover for maintenance staff

Scheduling work order and unit turnover for maintenance staff 1 week 6 days ago #17845

My friend, Paul Rhodes is on point about communication. Leasing and management need to have a clear understanding of the workload faced by the maintenance team, and not make promises that cannot be kept. I like to have a 10 minute "toolbox" meeting first thing in the morning with the maintenance team. We line out the day with what work we know needs to be done. We also talk about the leasing activity that happened the day before, and discuss if any parts or supplies need to be ordered. Be sure to limit this to 10 minutes, or you will find time is being wasted with chit-chat. I used a kitchen timer for this purpose. When it dinged, we were done.

Office personnel need to be careful what they say to residents, and properly set expectations. To say "I'll have someone over after lunch" means the resident expects them at the apartment home at 1:01 PM. Instead, say that the maintenance tech will by at their home before 5 PM. Of course, if an emergency arises, the office team MUST call the resident and let them know of any delays. Always quote the latest time the technician could arrive. When they are early, the resident is pleasantly surprised.

One other idea to help with scheduling is to stagger maintenance days and hours. By scheduling one maintenance tech to work Tuesday through Saturday, you eliminate over time for a Saturday call out. If they are not busy with service tickets, they can work on make readies.

You can also schedule one tech to work 8 - 5, and the other to work 9 - 6, or even 10 - 7. Most residents come home after 5 PM, and that's when they find that the A/C is not working. Having a tech working normal hours until 6 or 7 PM again controls OT, but also provides a higher level of resident service, resulting in better resident retention and word of mouth advertising.
The following user(s) said Thank You: Paul Rhodes

Scheduling work order and unit turnover for maintenance staff 1 week 6 days ago #17850

All great comments - however in 30 years of balancing the turnover workload and day to day work orders I have a couple of tips to pass on:

1. With residents permission (of course) ALWAYS perform a PRE-INSPECTION about two weeks before the actual move out. This gives you a full two weeks to order large ticket items (flooring or blinds etc) and also enables you to assess what work is required by in house staff. After some time you will be able to walk in and say "barring unexpected or unforeseen issues, this turn should take my maintenance person 7 - 8 hours". Immediately put this turn on your Turnover Schedule, assigning it to a specific employee.

2. What works really well is to whenever possible divide the work up in either one of two ways.A. split the property into sections what comes in from one section goes to that employee who has been assigned that section. Recognizing that overlapping and coverage in cases of emergency always take precedence assigning one person to that section gives immediate ownership and responsibility to that employee - great motivator.B. If you have two maintenance personnel Assign one to only turnovers (there is always those who prefer to have repetitive schedule work and can blast through it) and the other to all workorders.
  • kathleen dover
  • kathleen dover's Avatar
  • Page:
  • 1
  • 2

Multifamily Discussions

More Topics »