Resident Satisfaction: General Services

by Lance Severance
General Services Director

In General Services (GS), it is our commitment to improve quality of service to our residents. Focus areas have been identified, in part, through the Resident Satisfaction Survey.

Common areas are kept clean, neat, and free of clutter.

There are weekly scheduled meetings with the facility coordinators, housekeeping and grounds teams to discuss areas of concern and plot out service improvements with GS Leadership. As a result of these meetings, fewer calls are being placed to GS regarding common areas. Areas in need of our unique services are now more regularly scheduled for maintenance/repairs before our residents have to place service calls.

Routine maintenance of buildings and grounds is taken care of in a timely manner.

Erickson is implementing a new work order tracking system called ServiceMax. Once installed here at Riderwood starting in July, this program will better allow tracking of all work orders from creation to completion. We will be able to track work progression as well as if any delays are anticipated. This will help facilitate timely communication to our residents for work performed in their units. This will also allow for GS to give more accurate times to residents for when work will be scheduled to begin, reducing resident’s wait time.

Maintenance requests for apartment repairs are taken care of in a timely manner.

GS plans to add in follow-up quality calls this year. The intent is to follow up with residents who have submitted a work order, and the work has been completed. We want to know how satisfied our residents are with the work we’ve completed. If the work is not satisfactory, we want to know that as well, so that quality will continue to improve.


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