1. Know Your Building

• Find, label and photograph the water shut-offs throughout the building.
• Create binders detailing the shut-off procedures that should reside at multiple locations (security console, engineering room, management office) including at least one offsite, and if possible, online.
• Know all of the safest spaces in your building where you and your tenants would be the most protected from a storm like a tornado, and make sure to discuss this openly and frequently with all occupants.

2. Administer Preventative Maintenance

• Schedule your equipment to be serviced by licensed professionals on a regular basis and be sure to perform routine walk-throughs of the building to look for potential problems or faulty equipment. Remember to communicate to one another what is found during walk-throughs in order to ensure that action is taken to rectify potential problem areas.

3. Create a Disaster Plan

• Your management and engineering teams, security team, and even some of your service providers should all be in the loop on your expectations for response in the event of any emergency. The key element of a successful response is a Standard Operating Procedure (SOP), which is to be followed by everyone on-site.
• Your SOP should include a specific outline of who is accountable for what tasks.
• Remember to account for at least one backup person per responsibility—you never know who may be out sick or on vacation when the plan is implemented.
• Include emergency contact numbers for your disaster recovery provider, security, sprinkler company, telecom provider, and local authorities (police, fire, EMS/EMTs) that you have met with BEFORE you need them.

4. If You Haven’t Already…Choose a Disaster Restoration Company You Can Trust

• Meet with potential service providers and find out how they will respond to you when a disaster occurs. You should ask:

- What is their plan of attack to secure your property and get you and your tenants back in business as quickly and safely as possible?
- What are their service capabilities?
- What kind of labor force, equipment, materials, etc. do they have at their disposal?

• Visit their facility and ask for introductions to the staff members that will be assisting you in the event of an emergency. If possible, take a tour of the facility.
• Spend some time with your service providers before you “need” them so they have the tools in place to meet all of your expectations and goals.

The post 4 Guidelines When Preparing for the Unthinkable appeared first on EPIC Response.

I experienced two major water losses several weeks apart from each other that required critically fast responses. As water poured from the ceiling of one of my condominium properties, I called the only person I knew who could handle the job…..EPIC Response. Shortly thereafter, the team appeared at my building, mobilizing equipment and logistics as if it were Desert Storm.   They immediately took charge of the situation and before I knew it – ten floors were being dried, carpet pad removed, and water readings conducted.

As you can imagine, the residents we serve were upset. EPIC Response did a superb job communicating to homeowners and management throughout all phases of the remediation process. The EPIC team also provided daily progress reports that enabled me to work more efficiently, particularly with the insurance adjustors. After it was all over, our condominium Board thanked Beacon Management Services profusely for the great work we did. I told them I had the right partner….EPIC really does live up to its name.

I don’t ever want to experience what I did before, but if I do, I know EPIC Reponse will be there for me when I need them. I highly recommend them to anyone needing expert remediation services.

By: Lisa Simmons Weibel, Beacon Management Services

www.beaconmanagementservices.com

Steve Weibel, Chief Executive Officer

Steve Weibel is founder and Chief Executive Officer of Beacon Management Services, an Atlanta-based company specializing in professional management of commercial and residential real estate as well as homeowner associations to name a few.  He has a 30-year history in the property management business.

Steve is one of the most comprehensively educated managers in the United States.  The fundamental principle of his management agenda is forward planning, financial stability for all his clients, and problem solving generated through leadership.

Lisa Simmons Weibel, President

Lisa Simmons is a high performance real estate professional with a record of accomplishments penetrating and building new markets as well as enhancing the Beacon Management Service customer experience.   She was the Vice President of Sales for Community One Associates where she oversaw the marketing of the multifamily property division.

Lisa is a graduate of the University of North Carolina at Chapel Hill and holds an active Realtors License in the State of Georgia.

The post Recommendation from Beacon Management appeared first on EPIC Response.

1. Corridor Clutter

If a corridor looks cluttered, it probably is! Generally, the organization should strive to maintain a clear width for patient transportation. Typically, carts that are considered “in use” are allowed, but should be addressed in a fire plan. “In use” housekeeping carts, trash transport carts, and linen collection hampers are also allowed, provided volume is compliant with NFPA 101-2000 18/19.7.5.5. Patient scales, IV stands, etc. are not to be stored in the corridor unless in an alcove that does not compromise egress and will not contribute to a source of combustion.

2. Junction Box Covers

This is not a written standard in the Joint Commission manual, but is a NFPA standard.

• EC.02.05.01 EP1 The hospital designs and installs utility systems that meet patient care and operational needs
• •EC.02.01.01 EP 1 The hospital identifies safety and security risk associated with the environment of care that could affect patients, staff, and other people coming to the hospital facilities.

3. Items on Sprinkler Pipes

• •NFPA 25-1998: 2-2.2
• •LS.02.01.35 EP 4: Piping for approved automatic sprinkler systems is not used to support any other item

4. Penetrations

LS.02.01.30

• EP 1 Vertical openings
• EP 2 Hazardous areas

LS .02.01.10

• EP 3 2 hour rated walls
• EP 8 Duct penetrations
• EP 9 Space around pipes, conduits, bus ducts, cables, wires, air ducts, or pneumatic tubes

5. EP 25

EC.02.03.05 EP 25 Documentation of maintenance, testing, and inspection activities for fire alarm and water-based fire protection systems include:

• Name, date, and required frequency of activity
• Name and contact information, including affiliation, of the person who performed the activity
• NFPA Standards referenced for the activity and the results of the activity.

By: Mike Squires, Business Development- Healthcare, EPIC Response

The post Top 5 Routine Healthcare Violations that YOU Need to Know! appeared first on EPIC Response.

The “M” word is a word you never want to hear or know is present in any building. There is a lot of press about mold and none of it is good. Preventing mold should be our number one goal while dealing with moisture issues in public facilities. And if it is already there, knowing your adversary, and what to do, is more than half the battle.

Water losses are probably the most common occurrences and handling them properly is the first and most important thing you can do to prevent mold from growing. Having a restoration company on speed dial will ensure that the mitigation is handled properly. Many issues with mold start with someone thinking that they have dealt with the loss simply by extracting the water. The “dumb” water, the water just sitting there doing nothing, is not the problem. It is the “smart” water, the water that has wicked into porous building materials and is hiding from you, that will promote the growth of mold. A professional mold remediation firm will have the necessary meters and equipment to find and dry all of the “smart” water.

And if mold is already there…

As public facility managers, if you or your staff suspects that mold may be present, the identification and use of a “code word” while discussing this subject in the open may help prevent unconfirmed rumors and anxiety for building occupants. Choosing the special code word should involve your facility personnel. One recommendation is to select a word that has no correlation with mold, mildew, fungus, fungi, etc. Your code word—let’s say it is “flapjacks”—should be known by your staff and should not be shared openly.

Knowledge is power! Understanding where mold has come from is incredibly important. This might sound surprising, but the first mold remediation is actually found in the Bible. The book of Leviticus, Chapter 14, Verses 33-57, talks about the law of leprosy. It describes the leprosy as the “reddish and greenish streaks growing on the stones in a hut.” It also continues by saying that the stones and mortar that is “the plague” should be removed and taken to an unclean place outside the city. For hundreds of years, the Bible was the only instructions that we had to guide us on the removal of mold. However, that changed in May 1993, when the New York City Guidelines was introduced.

This document discussed health issues, mold assessment and remediation. The New York City Guidelines was the stepping-stone for remediation—now formal documentation on mold was written as a standard. The current industry standard for mold remediation is the ANSI/IICRC S520, published in 2008.

So what should one do if they find mold in their facility? Well, first and foremost, do not disturb it! Initially, the best thing to do is to contain/cover the area with plastic until it can be addressed by a professional. Spraying it with bleach is not acceptable and will turn the mold from viable (actively growing) to non-viable (dormant state). The application of bleach will remove the color from the mold, but will not remove the mold spores. Simply changing it to non-viable does not reduce the potential health risks. There are more than 100,000 species of mold and only 25-30 of them are known allergens. If people are allergic to the specific species of mold, they will be allergic whether it is viable or non-viable. People are allergic to the mycotoxins of the particular species. The purpose of the production of mycotoxins is not yet known, but is theorized to be a defensive mechanism for the particular species of mold. The mycotoxins are attached to the mold spore whether the spore is viable or non-viable. The severity of the health effects is related to the severity of the allergy to that species. This explains why some molds affect some people and do not affect others.

Mold spores are virtually everywhere in the environment and require moisture to begin to grow and form colonies. The mycotoxin levels are usually low until colonies are formed and the levels begin to increase. Mold also needs a food source. Some favorite food sources are wood or anything made of cellulose, household dusts, some adhesives and most natural substances. It is best to think of mold as a microscopic plant. Once it has moisture and a food source, it will begin to grow outwards (mycelia mat = root system) then upwards (hyphae = stem of plant) and then will develop spores to reproduce. The EPA states that “if wet or damp materials or areas are dried 24-48 hours after a leak or spill happens, in most cases mold will not grow.” Taking away the moisture in a timely fashion is, again, the best way to prevent mold growth.

Attempting to clear the impacted areas yourself could easily lead to cross-contaminating an entire facility. The mold spores are extremely small, too small for the human eye to see on a single spore level. If disturbed, these spores can travel great distances on normal air currents. Once they land, they can continue to grow or just wait for the conditions they need to grow. Cleaning should always take place inside of a containment chamber placed under negative pressure. Proper personal protective equipment (PPE) should be worn by the remediation workers to reduce the exposure. This PPE includes, but is not limited to, protective suits, gloves, booties, eye protection and respiratory protection. The areas should be HEPA-vacuumed and wiped down depending on the surface where the mold is growing. Removing a portion of the surface may be required to ensure that all areas of the mycelia mat are removed. Testing is always suggested to determine if all areas are within acceptable limits.

The Indoor Air Quality (IAQ) for buildings is very important, especially when discussing public buildings such as recreation centers, government offices and schools. Air sampling and testing for molds provides scientific testing data to determine the testing area’s fungi spore count. Usually when an IAQ Mold Test is conducted, test specifications may analyze for the following mold genus/species: Cladosporium, Alternaria, Aspergillus, Penicillium, and of course, the widely-publicized “toxic black mold”—Stachybotrys. Testing should always be conducted by a professional industrial hygienist. (One quick tip—make sure you inform your consultant about your “code word”).

It is very important to stress that if mold is present in a building, it needs to be handled in a timely manner. TIME IS OF ESSENCE! For the removal of molds, regardless of what type, all molds require the same level of resources for the remediation process. Knowing the type of mold is not essential. Ensuring that spores are permanently removed is more critical.

This article was prepared as an introduction to mold. It is always recommended to consult a professional when dealing with a large moisture issue. Indoor moisture issues are caused not only by a flooding event, but can be caused by high indoor humidity levels.

To become more familiar about the subject, two great references are the Institute of Inspection Cleaning and Restoration Certification (IICRC):

http://iicrc.org/standards/iicrc-s520/ and Environmental Protection Agency (EPA): http://www.epa.gov/mold

Scott Mullis is the Director of Training at EPIC Response and is responsible for all internal and external training programs, both for EPIC employees and clients. Scott has a Bachelor of Science from the Georgia Institute of Technology and holds numerous certifications such as Restoration Industry Association (RIA) Certified Restorer (CR), RIA Water Loss Specialist (WLS), and LEED AP to name a few. He has served on the Board of Directors and currently serves as the Chairman of the RIA Environmental Council. He can be reached at (770) 516-3491 or s.mullis@epicresponse.com

Yvonne Douglas currently serves on APWA’s Facilities and Grounds Committee and as Director for the Georgia State Chapter. She is a proud graduate of the APWA Emerging Leaders Academy II. She can be reached at (404) 802-3720 or at ydouglas@atlanta.k12.ga.us

The post M is for Moisture, Mold and Flapjacks??? appeared first on EPIC Response.

Keep these tips in mind when selecting which company you will partner with:

1.    Find a Team that is Qualified

• Don’t be swayed simply by slick sales pitches or glossy marketing materials—focus your attention on the work that each company has completed.
• Review each company’s history, request references from past projects and be sure to follow up!
• Look at large, complex, multi-party projects for consistent patterns of success. Talk to property managers, owners and insurance adjusters—anyone with insight into the provider’s competency when under fire.

2.    Examine the Organizational Structure

• Find companies that have support positions such as customer service representatives, technical experts, on-site trainers, etc. This indicates organizational depth that likely translates to superior performance for clients.

3.    Review the Billing Processes

• Ask if the company employs safeguards to ensure accurate and efficient billing. (Large, complex losses typically involve numerous laborers and significant amounts of equipment.)
• Does the provider employ state-of-the-art scanning and information technologies to track the movement and status of assets?
• Are automated control procedures in place to prevent double-billing or overcharging?

4.    Evaluate Internal and External Training Programs

• Be wary of providers that skimp on staff training!
• Request information about current industry certifications that staff members have earned and what percentage of employees has been certified. What certifications do members of the management team have?
• Ask prospective providers if they offer training that will allow your staff to address certain types of emergency-related situations in-house. (Ex. Preventing minor water leaks from escalating into the need for mold remediation and/or ongoing maintenance procedures that reduce the odds of experiencing future emergency situations.)
• Opt for providers that view customer training as a way to add value, enhance trust and goodwill, and provide a solid foundation for professional relationships that will grow and endure.

5.    See for Yourself—Request a Site Visit

• This is a great way to see if the provider’s facilities support their marketing claims.
• Look for evidence of well-planned processes, effectively organized office and warehouse space, cleanliness, and space that adequately meets the company’s needs.
• Be on the lookout for appropriate inventories of equipment, materials, and vehicles.
• Ask if the provider is willing to demonstrate its asset tracking systems and supporting technology infrastructure.
• Most importantly, take note if the provider welcomes your site visit. Any well-qualified and professionally managed emergency provider should be delighted by such a request.

The post 5 Steps to Selecting an Emergency Response Partner appeared first on EPIC Response.

In his most recent position at Piedmont as Senior Director of Facilities, Mike managed more than 200 employees while also maintaining over 2 million square feet of properties. He worked alongside the Safety and Infection Control directors and had four successful Joint Commission of Accreditation Healthcare Organizations (JCAHO) life safety inspections during his tenure. A few of his additional responsibilities included overseeing the engineering, construction, and transport departments at Piedmont.

Mike’s experiences in the healthcare industry have enabled him to transition quickly and easily to the disaster recovery field by understanding the distinct needs of healthcare facilities. All of his tasks were service oriented and impacted patient satisfaction scores. Mike is ready to live out our Core Values – Servant Leadership, Entrepreneurial Spirit, and Investment in the Future. He will be accompanying Beverly Morgan and John Anton to provide EPIC’s restoration and reconstruction services in all Georgia hospitals.

When asked why he wanted to join the EPIC family, Mike said, “It’s the team approach that encouraged me to make the change. I’ve come a long way from my first job at 15 working at Yummy Yogurt for $4.70 per hour. At least I got all the free yogurt I wanted!”

Mike has been married to his wife, Tabatha, for 23 years and they have a 17-year-old daughter, Kaytlin. His favorite pastime is tournament fishing.

The post New Employee: Mike Squires, Healthcare Business Development appeared first on EPIC Response.

After studying mathematics and computer science for two years at the University of Central Arkansas, Wanda felt called to serve in the military and joined the Navy. Although she expected to serve only four years, she recalls, “I ended up in a 20 year career as an Electronics Technician specializing in communications repair. For the last 10 years, I completed the training necessary to earn the designations for Surface Warfare and Calibration Technician. I also earned an Associates degree in Mechanical Technologies.”

Wanda retired from the Navy in September 2001, just three days before 9/11. She explains that her most memorable time in the service was during the Kosovo Campaign. “I was assigned as the Work Center Supervisor for all Portable Communications on board the nuclear aircraft carrier USS Theodore Roosevelt. The shop was responsible for all the portable radios on board, including the Admiral, Commanding Officer, and Seal Team radios…no pressure!”

It’s easy to see how those responsibilities translate to her job at EPIC. Working her way up from the receptionist position, Wanda quickly earned the role of Customer Care Representative and Contents Manager. Her previous experiences, both in the Navy and at EPIC, have further developed her natural ability to effectively communicate with customers, ensuring that their needs remain a top priority. She is well-versed in troubleshooting and is always determined to find the best solutions for any issues our customers may encounter.

On Oct. 20, 2010, Wanda was named Certified Manager of Quality/Organizational Excellence by the American Society for Quality (ASQ). We are very proud to have a team member hold this prestigious certification.

When asked why she enjoys her role at EPIC, she shares, “The opportunity to grow at EPIC is a big motivator for me. I’ve grown from the part-time receptionist role to where I am now. I get to think outside the box every day.”

In her spare time, Wanda enjoys dancing, traveling, and spending time with her son.

The post Employee Feature: Wanda Thomas, Customer Care appeared first on EPIC Response.

EPIC’s new gym

Service is defined as, the action of helping or doing work for someone.

Service is at the core of how EPIC Response does business. We strive to set the best of industry standards for the services we preform.  However, EPIC does not stop at serving the customer, we also serve our employees and community.  An example of this is the recent implementation of EPIC’s Wellness Program.

By definition, service is also the action of helping someone. EPIC’s Wellness Program has been implemented to help employees work on their physical fit ness and nutritional choices. Because of their demanding schedules, EPIC now provides opportunities and resources to meet these needs in a very convenient way helping promote healthier behaviors.

The new gym at EPIC provides the employees with a facility to work out. This Wellness initiative also provides all employees with the availability of boot camps, Zumba classes, yoga, and a discounted personal training session program.

Nutrition awareness and choice is another healthy behavior that the program helps employees create.  To begin, the Wellness Program has altered the monthly staff meeting breakfasts to offer an array of healthy options.  The program organizers are working with the vending machine company to provide healthier options in the break room as well.

EPIC employees and family members enjoy a ‘fun run’

EPIC’s Wellness Program has now extended to serving the surrounding community.  The Program selects local running/ walking events that promote many community causes which employees and their family may participate.  A few causes the program chooses to contribute to thus far include, “The Wounded Warrior Project”, Sequoyah High School’s Cross Country Team, Kennesaw Teen Center, animal rescue and many more to come.  In doing this, the program provides employees with a fun day of family, friends, and exercise as well as the opportunity to contribute to a good cause.

When it comes to serving the customers EPIC Response sets the highest standard.  EPIC is also well on its way to setting the standard when it comes to serving its employees and the community.

The post Serving More Than Just the Customer appeared first on EPIC Response.

Joey is responsible for daily duties of scheduling and dispatching response crews as well as the coordination of industry certification training for our technicians. He ensures that our customer’s emergency mitigation and needs are met in a highly professional and timely manner.

Price is a retired U.S. Air Force Chief Master Sergeant as Master Aircraft Mechanic serving for over 20 years. Joey also served in the Georgia National Guard Joint Operations Center. He holds a Bachelor of Science degree in Environmental Science from Chadwick University. In addition to service to his country, he has held various positions from U.S. Postal Clerk to Iron Worker.

During his Air Force tenure, he managed the relocating and transition for an Air Force Squadron. Experience in that role has aided him in his tasks at EPIC Response. He was responsible for tracking and coordinating the movement of personnel and their training requirements, just as he does at EPIC now.

Joey states, “The most rewarding thing about working for EPIC is the sense of camaraderie and the satisfaction of completing a job and serving our clients.”

Price is married with two daughters and two granddaughters. He and his family actively serve as Certified Foster Parents with Cherokee County Department of Family and Children Services and have opened their home to more than 20 children in the past five years.

His favorite hobby is maintaining the family farm. Asked to describe himself in one word, he chose ‘blessed’.

The post Employee Feature: Joey Price, Environmental Operations Manager appeared first on EPIC Response.

We strive to serve our customers to ensure the highest level of satisfaction. Until recently though, EPIC has had no formal measurement tool to accurately assess the customer experience.

In effort to establish a clear line of communication to customers, EPIC sought out a simple survey platform, known as NPS-developed, to aid in developing a feedback program that would allow us to truly understand what the customers say, be it good or bad.

Our NPS survey consists of two straightforward questions:

“How likely is it that you would recommend EPIC Response to a friend or colleague?” (on a scale of 0-10)

            and

“Please tell us why you chose this rating.” (open ended)

We felt that the more simple the survey, the more likely it would be completed and therefore provide us with quality information.  This is a web-based process used to:

• uncover issues
• identify areas of needed improvement
• focus on qualities to continue building customer loyalty

Our goal is to survey the customers we engaged with on a job site, then use the feedback to adjust and improve our services.

We’d like to thank you in advance for your participation. We look forward to doing business with you and being of service to you in the future.

The post Simple Surveys- Customer Satisfaction appeared first on EPIC Response.