By Lou Ferguson
General Services Liaison, Resident Advisory Council
Thank you for recently electing me to serve Riderwood residents as your RAC General Services Liaison. My main purpose is to enhance effective communication between residents and the General Services staff. I am in contact with General Services staff members almost every day, discussing residents’ concerns and suggestions.
To help achieve this purpose, we have expanded the RAC General Services Liaison Committee to include twelve residents. We meet with the General Services staff on the second Monday of every other month from 10:00 a.m. to 12:00 p.m. in the Village Square classroom. This gathering provides the forum to discuss resident concerns and suggestions and provides the General Services staff direct resident feedback. RAC General Services committee members receive updates on the department’s activities, communicates and follows up on earlier submitted RAC and resident concerns and suggestions, discusses possible improvements in services and is updated on capital improvement projects. This is a “give and take” exchange, where we get to enhance our understanding of General Services organization, initiatives, activities, and issues.
While I lead the committee as the RAC General Services Liaison, I am joined by residents Marvin Roush, Dick Pawliger, and Peggy Kane from Village Square; Rita Hofbauer, Al Holt, and Jack Wachtman from Montgomery Station; Jackie Pomeranz, Don Hawkins, and Ray Brown from Town Center; and Terrie Elliot, Tom Burns, and Mary Ann Stroker from Lakeside Commons
We have been impressed by the “can do” attitude of the General Services staff and by their efforts to improve services. The vast majority of residents are very satisfied with the service they receive. However, concerns continue to arise when phone requests for help are not responded to or when staff members do not appear when scheduled. General Services’ “white glove” initiative is concentrating on resolving these issues.
Residents have a choice of calling or emailing a work order request to their General Service Coordinator (GSC). As a process to avoid dropped calls consider using email to submit your work order request. This provides a documented record. Whichever option you choose, be sure to include your contact information and the specifics of your problem.
Residents who have an engineering or maintenance emergency or non-emergency problem between the hours of 8 a.m. and 4 p.m. should call General Services to report the issue at
301-572-8355. For any emergency that occurs before 8:00 a.m. or after 4:00 p.m., residents should call the front desk at 301-572-1300 to report the problem.
Any residents who have not had their problem solved after contacting General Services should contact the RAC General Services Liaison or a committee member from their neighborhood for additional help. We also ask that residents complete and submit the RAC Resident Concern and Suggestion Form, copies of which are located on the RAC box at the front desk of every independent living building. This form also includes contact information for General Services.
Who owns, governs, and manages Riderwood?
Riderwood is organized as a 501(c)(3) not-for-profit corporation and is governed by its Board of Directors. National Senior Campuses, Inc. is responsible for this Board direction, and has retained Erickson Living Management, LLC to provide management services to Riderwood pursuant to a Management and Marketing Agreement. With no private shareholders to pay, Riderwood’s net assets are retained for the long-term benefit of the current and future residents.