09/01/2013

COMMUNITY INSPECTIONS / AUDITS

Community Management Review

July1, 2010

The Community Management Review (CMR) is a community audit of leasing, financial and service department policies. A CMR is completed at each community at least once per calendar year by the Regional Manager.

The review touches on the day-to-day operations of the community, including:

  • Occupancy
  • Advertising costs
  • Review move-in and move-out files
  • Required sign postings
  • Utilization of required safety procedures and reporting logs
  • Review of preventative maintenance log
  • Review of rental rates and concessions
  • Inspection of vacant apartments
  • Review lease renewal procedures
  • Guest card follow up
  • Review of delinquent rent and water
  • Residentdeposit audit
  • Charges and adjustments
  • Review of purchasing procedures
  • Review of response time for service requests
  • Utilization of make ready board
  • Turn time for make ready apartments
  • Inspection of physical plant, common areas and amenities.

The Regional Manager will review the CMR with Community Manager and Service Manager and will create a plan of action based on findings.

A condensed version may be completed by any corporate member at any time.

COMMUNITY INSPECTIONS / AUDITS

Internal Audit

September 1, 2013

The internal audit is an in-depth compliance review involving examination of community files and assessment of day-to-day operations. The audit may be completed at any time by Corporate audit team.

The audit touches on the day-to-day operations of the community, including:

  • Move-in/move-out files
  • Resident employee files who live on-site
  • Accounting functions
  • Renewal files
  • OneSite functions
  • Help desk
  • Rejected applicants
  • Daily operations
  • General operations
  • Physical plant
  • Resident ledgers.

A condensed version may be completed by Benchmark at any time.

COMMUNITY INSPECTIONS / AUDITS

OSHA Inspections

July1, 2010

National Service Director should be contacted immediately when an OSHA Inspector arrives on community. In the event National Service Director cannot be reached, contact Regional Manager.

OSHA

The Occupational Safety and Health Administration (OSHA) is a federal agency of the United States that regulates workplace safety and health under the Federal Occupational Safety and Health Act of 1970. The Act requires employers to furnish to each of his employees employment and a place of employment which is free from recognized hazards that are causing or are likely to cause death or serious physical harm to his employees, and requires employers to comply with occupational safety and health standards promulgated under this Act. The Act also requires each employee to comply with occupational safety and health standards and all rules, regulations, and orders issued pursuant to this Act which are applicable to his own actions and conduct.

As authorized by the Act, OSHA inspectors may arrive unexpectedly at any workplace to conduct safety inspections and authorize enforcement of the health and safety standards developed under the Act.

Responsibilities

When an OSHA Inspector arrives at the community, access should be generally granted, as denial of entry will result in the inspector obtaining a subpoena and this may result in a more adversarial inspection. Once notification is given, the Community Manager and Service Manager shall be present during the entire facility inspection. The inspector will normally conduct a closing conference with the Community Manager, but you will not receive any citations/reports until the inspector reviews them with their area director first. Any citations will be received via certified mail. The Community Manager is then responsible for getting a copy of the inspection report sent to the Regional Manager, National Service Director, Service Manager and President immediately.

Procedures

The Community Manager should obtain identity, office address, and ask to see the OSHA Inspector’s badge/ID.

To determine the purpose of the visit, ask the following questions during the opening conference:

  • Is Inspector there as a result of a team member complaint?

If yes, what was the complaint?

If no, how was the community selected for inspection?

  • Does the Inspector suspect a violation?
  • What areas does he/she want to inspect?

Be prepared to answer questions along the lines of “What procedures do you follow when doing…” Remember that the Benchmark Management Safety Manual addresses the common tasks that are completed at the community, and you can simply state you would first refer to the Safety Manual.

Once the permission for the inspection is given:

  • Provide the Benchmark Safety Manual for Inspector review.
  • The Community Manager and Service Manager shall accompany the OSHA Inspector.
  • Listen politely, without making comments.
  • If a question is asked that you do not know the answer, respond “I will check and get back with you”.
  • Try to keep answers to YES or NO.
  • Limit his/her inspection to those areas discussed at the opening conference.
  • Do not make any unnecessary statements regarding alleged violations.
  • Do not make any unnecessary statements regarding Benchmark Management’s operations.
  • Do not make any statements regarding safety devices, programs, etc.
  • Do not disclose any unnecessary documents to the Inspector unless specified statutory authority to seize documents is provided.
  • Require Inspector to follow all safety rules. Monitor gathering of physical evidence.
  • Get complete details on method of sampling used.
  • Split samples with the Inspector. Preserve this sample.
  • Keep detailed notes as to what, when, where, why and who.
  • Make note of any photocopies/documents taken by Inspector.
  • Make sure photographs are not misleading. Show all angles. Get copies of all photographs.
  • Be sure to take the exact same picture the Inspector takes.
  • Any items that are pointed out by the Inspector should be repaired immediately if possible.

During the closing conference with the Inspector:

  • Identify problem areas.
  • Make no commitments.
  • Get a copy of the Inspector’s notes.
  • Note any disagreements between you and the Inspector.

A brief list of common OSHA points of focus includes the following:

  • Chainsaw Chaps are in place and used.
  • Eyewash and running water available wherever chemicals are mixed (i.e. pool chemicals); only eyewash station where chemicals are stored or transferred to other containers.
  • Carry camera and document anything noted while on the site visit with the Inspector.
  • Monthly fire extinguisher inspections (by our staff and/or by our courtesy officer).
  • Use of vinyl gloves and “people picker” pole for trash pickup.

COMMUNITY INSPECTIONS / AUDITS

REAC Inspection

July1, 2010

If your community is HUD subsidized or your mortgage is insured by HUD,you may be subject to REAC (Real Estate Assessment Center) inspections. In the event you are subject to a REAC audit, further details can be found on the Benchmark Intranet or contact your Regional Manager.

All inspections are to be coordinated with Residential Operations Manager.

HUD REAC PRE-INSPECTION CHECKLIST

Check the following health and life safety items in EVERY apartment before the inspector enters the apartment.

* = Very Important

GENERAL:
*Smoke Detectors / Test operation of all detectors. Install missing or defective detectors.
*GFI’s / Check proper operation of all GFIs by depressing the test and reset buttons. Replace any found to be defective. Confirm all outlets within 6’ of water source (kitchen sink, bathroom, etc.) are GFI protected. Install additional GFIs as needed. All exterior outlets must be GFI protected.
Fire Extinguishers / Confirm inspection tag is current and the gauge (if so equipped) is within normal range. Overcharge extinguishers will be cited as defective.
*Electric Breaker Panel / Replace all missing breakers, or install blank covers.Make certain nothing blocks the panel door. Panels may be kept locked or otherwise secured closed; however, the inspector will need the panel to be opened for inspection.
*Electric Disconnects, Timers, and Junction Boxes / Secure these boxes closed with a lock, padlock, or electrician’s wire tie. The inspector will open these types of boxes if they are secured closed at the time of inspection.
Dripping Faucets / Check faucets in the kitchen and bathroom including the sinks, tub and shower. Make sure the tub spout doesn’t allow water to bypass when the shower is being operated. Also, make sure the shower head doesn’t drip from the threads on the extension tube. Check under sinks for leaks inside the cabinets.
Stove Burners / Check to make sure each stove and oven burner functions.
Furnace Closets / Check to make sure furnace cover is attached. Remove any stored items within 18” of heating equipment.
Exit Lights / Make certain that all exit signs are lit in the hallways and function in battery mode (if so equipped) when the test button is pressed.
Entry Doors / Make certain that all entry doors latch closed and the lock(s) functions. Make sure any factory-installed insulation strip is in place around the door jamb; no daylight should be seen between the door and the jamb when the door is closed. Remove any deadbolts that require a key to unlock them from the interior.
Interior Doors / Make certain that all interior doors latch closed and the locking mechanism (if so equipped) functions.
*Blocked Exits / Remove all furniture, boxes, etc. placed or stored in front of windows or doors (points can be lost for bicycle in front of a living room window).
*Outlet Covers/Switch Plates / Replace cracked/broken/missing/painted. Even a small hairline crack at the outlet cover screw can be cited as a defect. Make sure outlets are not cracked at the ground terminal.
BATHROOM:
BATHROOM: / Reattach all loose towels bars, glass holder, tissue holder, etc.
Check that hot water is running through faucets.
Replace/repair all missing or inoperable sink and tub stoppers.
Repair/replace damaged or rusted medicine cabinets.
Repair/replace inoperable exhaust fans. Clean dust accumulations.
Inspect and repair toilet if needed.
Replace all cracked and or discolored caulk around tub/shower.
Remove mildew on tub, caulk, and walls with a solution of bleach and water.
Repair/replace/resurface damaged sinks or tubs.
Check under sink for leaks.
Replace vinyl floor if needed (tears and tripping hazard only).
Repair/re-attach doors and drawers as needed.
Check that bathroom doors latch closed and lock.
Replace broken passage locks on any bathroom linen closet doors.
Check all GFI’s.
Replace all missing or cracked outlet covers and switch plates.
Check operations of all lights, switches, and outlets.
Make sure faucets do not drip – using normal pressure to tighten.
Install door stops behind doors
KITCHEN: / Make sure faucets do not drip – using normal pressure to tighten.
Check that hot water is running through faucets.
Check under sink for leaks.
Repair/re-attach doors and drawers as needed.
Remove/paint rust on refrigerators.
Replaceall cracked/discolored refrigerator and/or freezer gaskets.
Repair all inoperable garbage disposals.
Check all GFI’s.
Check range hood light and exhaust fan.
Clean/replace all damaged or dirty exhaust fan filters.
Replace damaged floor tile and transitions in Kitchen.
Replace all inoperable stove/oven elements.
UTILITY CLOSETS: / Replace all missing breakers and remove anything blocking electric panel door. Electric panel door must latch; repair latch or close using a magnetic strip.
Remove all storage within 18”in utility closet; ideally closet is to be empty.
Check that all utility locks are operable. Water heater pressure relief tube must be extended to within 2” to 6” from the floor; tube cannot be threaded on the end.
CARPETS / FLOORING: / Clean carpets as needed.Replace all broken/missing covebase in apartments. Remove all surface wires (telephone cords, cable wire, electric cords, etc.)
Replace/repair worn out carpets with tears ortripping hazards.
WALLS / CELININGS: / Repair all holes in walls and repaint. Install door stoppers as needed to protect walls.Inspect for ceiling leaks and paint over any water stains
MAINTENANCE SHOP: / Same inspection protocols to be used in shop that are used in apartments.
Remove all loose or bare wires – wires are to be in conduit where possible.
All flammable liquids are to be stored in a fireproof cabinet.
Remove all storage and supplies from around pool pump, water heater, furnace, and other building systems. Clean and organize shop. Check all GFIs.
Replace all missing/cracked outlet covers and switch plates.
Replace all missing electrical knockouts with blank cover.
Replace any missing electrical junction box or panel covers.
Check operations of all lights and light switches.
Tag all fire extinguishers with current inspection date.
Replace all missing or inoperable smoke detectors (replace battery if hard wired). Install CO detector if natural gas or propane equipment is used.
Check first aid kits and eyewash station.

COMMUNITY INSPECTIONS / AUDITS

Miscellaneous Inspections

July 1, 2010

All third party inspections are to be coordinated by Residential Operations Manager.

Inspections include:

  • REAC
  • Lenders
  • Fannie Mae
  • Freddie Mac
  • Insurance

If notified by an inspector, immediately notify Residential Operations Manager and give the inspector all contact information for Residential Operations Manager.

Any request for documents (Benchmark forms, OneSite, etc.) should be directed to Residential Operations Manager for coordination.

COMMUNITY INSPECTIONS / AUDITS

Zone Inspections

September1, 2013

To ensure all Benchmark communities are being presented at the highest standards and to minimize safety concerns, each team member will be assigned a specific portion of the community to inspect on a regular basis.

Timely identification of physical plant issues allows us to avoid safety issues, substantial cost for unaddressed items, etc. Additionally, the appearance of our communities is vital in attracting prospective residents by creating a positive first impression and by making a statement about the community, its management and its residents.

The purpose of a Zone Inspection is to divide the community into zones (or areas) assigned to individual team members who are responsible for keeping a close eye on his or her designated area. This simple tool is used to track, monitor, and report physical plant deficiencies, aesthetic deficiencies, potential problems, and any hazards in the community.

In addition to the aesthetic aspects of the community, each team member should pay special attention to ways of limiting or eliminating liabilities and preventing damage or loss to the asset. Protecting the asset is every team member’s responsibility and in turn provides our residents with a safe, comfortable, and clean living environment.

Dividing Your Community Into Zones

  • A site map of the community is to be divided into zones (areas) that are to be inspected by the assigned team member.
  • At least one zone shall be set up for the inspection of vacant apartments unless this task is already permanently assigned to a team member as a responsibility of their job position (i.e. Groundskeeper or Courtesy Officer is responsible for inspecting all vacants on a scheduled basis).
  • When determining how the community should be divided into zones, consider the following:

-Each vacant apartment is to be inspected bi-weekly (every other week).

-Each common area zone is to be inspected bi-weekly (every other week).

  • Zones are rotated between team members on a monthly basis so that a fresh set of eyes looks at each zone every month.
  • The Zone Assignment Sheet(Exhibit L-1) is to be used to set zones for each community team member.
  • All completed and signed Zone Inspection Sheets(Exhibits L-2 and L-3) are to be reviewed by the Community Manager and Service Manager, filed into the “Zone Log” binder according to the week they were completed and posted to the X drive.
  • Example of how to divide the community into zones:

A community with six team members (includes office, leasing and service team members) and consisting of 8 buildings and 2 zones for all vacants would assign two team members to the apartment zones and then equally split the 8 buildings between the four remaining team members. These zones would be labeled on the community site map accordingly.

Zone Requirements

Vacant Apartment Inspection Zone

  • Every other week, the team member(s) assigned to a vacant apartment zone will conduct a detailed inspection of their assigned zone by entering each vacant apartment and performing a thorough inspection to ensure the following:

-The main water supply to the apartment has been turned off (or the water is off at the supply valve to each individual toilet, sink, ice maker, water heater, etc.), and the water valves are not dripping from the handles.

-The power to the water heater is turned off at the breaker (electric water heaters), or the gas is off at the gas valve (gas water heaters).

-The refrigerator and freezer are set to the lowest operating temperature, or the unit is turned off with both doors securely propped open (to prevent mold growth inside of refrigerator while being turned off).

-The apartment thermostat is set to the appropriate temperature for the season and climate.

During heating season, set the thermostat to 58 degrees (adjust for local climate zone).

During cooling season, set the temperature to 84 degrees (adjust for local climate zone).

At no time should the apartment thermostat be set to the “Off” position.

-The cabinet doors are left open under the sinks; visually inspect for signs of water leaks and leave cabinet doors open to facilitate future visual inspections.

-Open the mechanical closet to visually inspect the area around water heater.