On-Call Responsibilities and Maintenance Emergencies

Purpose (Why we do this):

To rapidly respond to emergency service requests and property related issues. 

Policy (What you’re supposed to do):

A maintenance team member needs to be on-call 24 hours a day for emergency purposes. On-call schedule needs to be managed and updated with the call forwarding service (I.e. CallMax) for your property. 

Procedure (HRA Way!):

On-Call Maintenance Protocol

Horizon is committed to providing superior customer service and therefore we strive to provide programs and services the meet our residents and guests needs.  The on-call maintenance program allows for the property to provide an accessible, professional maintenance team at all times.

• Each member of the maintenance team is to participate in the program depending on property size and available members.  The frequency will depend upon the size of the staff and property.
• The maintenance schedule should include the on-call schedule. The schedule should include 7 day on-call coverage. The schedule can vary depending on team preference, but one team member should not be on-call for a duration of longer than 3 weeks.
• The teammate on call is responsible to answering calls received during their shift. All calls need to be answered in a timely manner. If there is a missed call, the call should be called back within 5 minutes of the missed call.
• Each maintenance team should be equipped with an on-call kit that includes the following:

• Current Resident Contact List
• Current Parking Assignment List
• Duty Log Sheets
• Team Contact List
• Vendor Contact List
• Vendor
• Book bag
• First Aid Kit
• Rubber Gloves

• All calls must be reported to the Maintenance Supervisor the following day.
• The on-call kit should be returned the next morning with all supplies. 

***The on call schedule and process may vary by property.***

On-Call Compensation Guideline

• The on-call compensation plan is to be approved by your Property Manager and Regional Manager.