On Call Expectations and Requirements
During an after-hours emergency, you have this long to arrive on-site to report to the concern.
What is 1 hour?
This process involves removing all remaining items and debris from a unit after a resident moves out.
What is a trash out?
This system is used by maintenance teams to manage work order entry, updates, and completion
What is the Entrata Facilities App?
All vendors must check in with the General Manager and Facilities Manager for assignments and updates, and should not communicate directly with these teams.
“What is office or maintenance staff?
This maintenance process ensures all appliances, fixtures, and touch-up paint have been addressed
What is Punch?
During an emergency call, maintenance should focus on this immediate action before any permanent fixes are made
What is assess concern and follow up with General Manager
During a trash out, all personal belongings left behind by the resident should be handled in this way.
What is inventoried by a Manager?
This ongoing responsibility ensures the community still looks and functions properly during turn.
What is maintaining grounds, curb appeal, and amenity spaces?
Vendors should never have unsupervised access to these areas.
What are the maintenance shop, storage units, and storage apartments?
This is the final step before an apartment is approved as move-in ready.
What is Final Walk or Sparkle?
These two items must be completed for every after-hours emergency or on-call.
What is a work order and an emergency on-call form?
This must be completed to accurately record the condition of the unit and any items left behind after move-out.
What is a move out Inspection?
Turn season does not change this required completion timeframe for active work orders.
What is 96 hours?
These vendors require materials supplied by the property, which must be tracked using a sign-out and sign-in process
What are painters and painting supplies?
These non-capital items are typically stocked in bulk to support routine maintenance needs
What are items such as blinds, outlet covers, light bulbs, batteries, sink aerators, and door stops?
When setting up emergency on-call rotations during Managers should consider these factors
What is technician work load?
What is the time Frame?
What projects are happening on-site?
When items are found in a vacant apartment, this process is used to secure and label them for proper handling
What is a ‘bag and tag’?
Even during turn season, we are still expected to serve our current residents by doing this.
What is monitoring and completing resident service requests
These must be signed out each morning and returned daily by all on-site vendors.
What are master keys?
These are considered capital items because they involve major replacements or upgrades rather than routine maintenance.
What are HVAC systems, water heaters, and major appliances (Full Replacements)?
A resident calls after hours for a leaking bathroom sink only when the sink is running, responding this way demonstrates correct emergency maintenance judgment.
What is not treating it as an emergency and scheduling repairs during office hours?
Although items valued at $100 or less are not typically inventoried, we still make an effort to identify and document these types of items when found
What are personal or sentimental items such as clothing, photos, and textbooks?
On move-in day, there is often a surge of service requests submitted by residents- this is the correct way to manage expectations while maintaining service standards.
What is set realistic expectations with residents and triage service requests based on priority?
To ensure proper communication and accountability during turn, vendors must have this role present on-site.
What is a team lead or supervisor?
installing new oven/ stove in a unit versus replacing a burner, board, or drip pan- these fall into these two categories.
What are capital expenses and regular Repair and Maintenance (R&M)?