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CAMT Online Training

Don’t Forget…Take the Online Training for this CAMT Course! To continue your education, you can also complete a brief online training course on Heating and Air Conditioning Maintenance and Repair. The course will take approximately 30 minutes. You can access the course on your home computer, a computer in a public place such as a library, or a computer at work. Here’s how to do it:

1. Go to the following web site: http://www.naahq.org/education/onlinelearning/pages/login.htm 2. Type the ID and password you received at this CAMT training. 3. Once you are logged in, click on the blue Designations tab on the left side of the screen, next to

“courses.” 4. Change the Designation Type field to “Designations I am Pursuing” and click on Refresh Page. 5. Open each individual module by clicking on the + sign and expanding the course list. 6. Click on the Start button to launch a course. 7. Complete all of the courses under each module until you receive a 100% completion.

LIMITS OF LIABILITY AND DISCLAIMER OF WARRANTY © 2011 by the National Apartment Association, 4300 Wilson Boulevard Suite 400 Arlington, VA 22203. All rights reserved. The course materials or any part thereof may not be reproduced, stored in a retrieval system, or transmitted, in any form or by any means—graphic, electronic, or mechanical, including photocopying, recording, or otherwise, without the prior written permission of the National Apartment Association Education Institute (NAAEI). NAA retains copyright to the original materials and to any translation to other languages and any audio or video reproduction, or other electronic means, including reproductions authorized to accommodate individual requests based on religious or medical deferments from classroom participation. DISCLAIMERS Although NAAEI programs provide general information on apartment management practices, NAAEI does not guarantee the information offered in its programs is applicable in all jurisdictions or that programs contain a complete statement of all information essential to proper apartment management in a given area. NAAEI, therefore, encourages attendees to seek competent professional advice with respect to specific problems that may arise. NAAEI, their instructors, agents, and employees assume no responsibility or liability for the consequences of an attendee’s reliance on and application of program contents or materials in specific situations. Though some of the information used in scenarios and examples may resemble true circumstances, the details are fictitious. Any similarity to real properties is purely coincidental. Forms, documents, and other exhibits in the course books are samples only; NAAEI does not necessarily endorse their use. Because of varying state and local laws and company policies, competent advice should be sought in the use of any form, document, or exhibit. POLICY STATEMENT REGARDING THE USE OF RECORDING DEVICES, AUDIO VISUAL EQUIPMENT, AND OTHER MEANS OF REPRODUCTION OR RECORDING OF THE “CERTIFICATE FOR APARTMENT MAINTENANCE TECHNICIANS” MATERIALS All program contents and materials are the property of the National Apartment Association Education Institute, which strictly prohibits reproduction of program contents or materials in any form without the prior written consent. Except as expressly authorized in writing in advance, no video or audio recording of NAAEI programs or photocopying of “Certificate for Apartment Maintenance Technicians” materials is permitted. Authorized recording of programs or duplication of materials may be done only by the instructor on site.

© 2011 National Apartment Association


ACKNOWLEDGMENTS

SUBJECT MATTER EXPERTS

The NAA Education Institute wishes to thank the following apartment industry professionals for contributing their time and expertise to the rewrite of the Certificate for Apartment Maintenance Technicians:

Paul Rhodes, CAMT

National Maintenance & Safety Instructor

National Apartment Association Education Institute (NAAEI)

[email protected]

Zach Howell David Jolley Don Willard Lead Subject Matter Expert Owner

Caddo Mills, TX Maintenance Consultant Apartment Maintenance Institute [email protected] P.O. Box 43735

Seven Points, TX 75143 16478 SW Wildlife Haven Ct. 214/628-1448

[email protected] Sherwood, OR 97140 [email protected] NAAEI would also like to thank the following individuals for their time and expertise in creating the job task analysis: Mark Cukro, CAMT II, CAPS Roger Nahrgang

Jim Dormandy Barbara Wells Boris Halstead Don Willard, CAMT Tom Katsamas Giulletta Wilson

CURRICULUM DEVELOPER:

Kaleidoscope Learning

304 Park Avenue South, 11th Floor New York, NY 10010

Tel: 212.679.2740 Fax: 212.679.2738

http://www.kaleidolearning.com

mailto:[email protected]





HD Supply is a leading supplier of maintenance and renovation products to owners and managers of multifamily properties. Commitment to Multi-Family Industry – HD Supply is a dedicated partner to the multifamily industry. We have served the industry for over 30 years and are one of the largest and most respected suppliers of maintenance products in the country. Knowledge Associates – The multifamily professionals’ business is keeping your residents satisfied and increasing your net operating income (NOI). Our business is helping you find solutions to the everyday apartment maintenance and management problems that impact resident satisfaction and NOI. HD Supply’s professional and knowledgeable associates receive extensive training so they can help you solve problems. Customer Relationships – You can be confident when you build a long-term relationship with us. HD Supply offers multifamily professionals the best value by providing the broadest maintenance product selection in the industry, next-day delivery to over 95% of the country and additional services such as custom blinds and renovation support. Take advantage of everything HD Supply has to offer to increase resident satisfaction, increase resident retention, and increase your net operating income. This focus on strong customer service and dedication to maximized value is reflected in the HD Supply sponsorship of the Certificate for Apartment Maintenance Technicians (CAMT) curriculum. We thank HD Supply for their commitment to the multifamily industry and to the National Apartment Association Education Institute. HD Supply may be reached by calling 1-800-431-3000 or through the Website www.hdsupply.com.

I N S T R U C T O R R E S O U R C E G U I D E

Welcome i

CAMT Training:Interior & Exterior Maintenance and Repair CourseThe National Apartment Association Education Institute thanks you for your time, talent, and technical expertise in training and developing the next generation of Certifi cate for Apartment Maintenance Technicians.

Whether you’re a subject matter expert or lay person…a seasoned instructor or a new teacher…this guide will help you become an even more engaging and eff ective trainer.

In this one-day course on interior and exterior maintenance and repair, you’ll help maintenance technicians:

• Learn more about make-ready maintenance.

• Acquire new repair tips and tricks in key areas identifi ed by expert apartment maintenance technicians.

• Perform the identifi ed repairs with greater ability and confi dence.

• Become even more valuable members of the apartment community.

• Pursue the Certifi cate for Apartment Maintenance Technicians (CAMT) designation.

Although this course is targeted at technicians with one year of on-the-job experience, it can also be used to teach those with more or less experience who would like to hone a few interior and exterior maintenance skills.

Guide Contents• Course overview

• Preparation instructions

• Course schedule

• Instructor script

• Appendix


2 Welcome

Fast Facts: The Interior & Exterior Maintenance and Repair Course

Course Type• Instructor-ledclassroomtraining

• Usesshortpresentations,photos,videos,discussions,demonstrations,hands-onactivities,andquestionandanswersessions to teach the course material

Course Materials• ThisInstructor Guide

• TheInterior & Exterior Maintenance and Repair Participant Resource Guide(alsocanbeusedasareferencewhenparticipantsarebackonthejob)

• TheInterior & Exterior Maintenance and Repair DVD(briefvideoclipsofkeyinteriorrepairandmaintenancetasks;availableontheNAAEIwebsitesoparticipantscanviewclipswhenneeded)

Course LengthApproximately71/2hoursofclassroomtime(anditgoesbyveryquickly!)

Best Way to Schedule1.Onefull-daysession(includetwo15minutebreaksand60minutesforlunch)

OR

2.Two4-hoursessions(includea15-minutebreak)

Course LocationBecausethisisacoursewithdemonstrationsandhands-onactivities,thebestplacetoteachitisinanapartmentcommunity.Useavacantapartmentandameetingroom(ifavailable)asyourprimaryclassrooms.Evenbetter,findavacantapartmentthatmaybeinneedof—orinthemiddleof—”makeready”maintenance.

Subject Matter ExpertsInviteasubjectmatterexpert—adrywallperson,atile-layer,acarpenter—tovolunteerher/histimetoparticipateintheinstruction.Expertsareespeciallyhelpfulina“tipsandtricks”classlikethis.Theycananswerparticipants’questions,demonstratetechniques,andtalkaboutindustrytrends.(Checkwithyouraffiliateiftheexpertrequirescompensationforhelpingwiththecourse.)


Welcome 3

Fast Facts: The Interior & Exterior Maintenance and Repair Course(continued)

Demonstrations and Hands-on PracticeManyofthetopicsinthiscoursealsoincludeabriefdemonstrationorasuggestedhands-onactivitytoletparticipantsactuallyseeordotherepairtask.

Ifyoucanincludetheseelementsinyourtraining,itwillelevateandenrichtheparticipants’experience.Hands-onpracticeisespeciallyvaluable,becauseparticipantswillgetachancetotryouttheskillsthey’velearnedinasafeenvironment,wheremistakesdonothavepotentiallyseriousconsequences.

However,bothdemonstrationsandhands-onpracticewillrequiremoreplanningandpreparationonyourpart—andmostlikely,supportfromyourNAAaffiliate.

Training KitIfyouchoosetoconductdemonstrationandhands-onpractice,whichishighlyrecommended,workwithyourNAAaffiliatetoputtogetheratrainingkitoftoolsandmaterialsyoucanuseinthecourse.Thiskitwillnotbeexpensive,butitwilltakealittleplanningandtimetocomplete.

See“SuggestedTrainingKitforthisCourse”intheappendix.

Online Training ScenariosParticipantswillalsogetachancetoreinforcewhatthey’velearnedintheclassroombycompleting30to60minutesofonlinetraining,eitherathomeorbackonthejob.Inthistraining,participantswillratehowwelltechniciansperformseveralinteriorandexteriormaintenanceactivities.Formoredetailsonthistraining—andhowtopresentittoparticipants—pleaseseepage41ofthisguide.


4Welcome

Preparing to Teach the CourseTo give course participants a first-rate learning experience, plan to spend several hours preparing to teach this class.

When to PrepareDependingonyourexperiencewiththiscourse,beginpreparingonetotwoweeksbeforethescheduledcoursedate.That’senoughtimetoabsorbthematerialwithoutfeelingrushed.

How to Prepare• Read the instructor guide carefully.Getfamiliarwiththeorganizationandflowofthecourse,aswellasthecontent

andtheleader’sinstructions.

• Look for ways to personalize the instruction.Addyourownstories,examples,andinsights.Makethematerialcomealivefortheparticipants.

• Mark up this guide.Writenotesthroughout.Highlightpassagesyouwanttoemphasize.Addpromptsforyourexamplesandexplanations.

• Practice. Doadryrunofthematerial(oratleastsomeofit)infrontofwillingcolleaguesorfamilymembers.Gettheirfeedback.Findout:Whatareyoudoingwell?What’sonethingyoucouldimprove?

When It’s Time to Teach the Course• Use this instructor guide.Refertoitoftentokeeptheclassontrack.Usingnoteswillmakeyoulooknatural,relaxed,

andyes,evenconfident.

• Approach the course as a conversation, not as a presentation.Keepthingsopenandeasygoing.Pickyourselfupifyoumakea“mistake.”Answerthequestionsyoucan.Mostimportant,avoidthetemptationtobetheexpert—simplysharewhatyou’velearned.

• Keep participants actively involved. Allowparticipantstoaskquestions,shareideaswithoneanother,andgetasmuchhands-onexperienceaspossible.Remember:tellingisn’ttraining.

• Be yourself. Participantsappreciate(andlearnmorefrom)instructorswhoarenotonlyknowledgeable,butalsoapproachable,personable,anddedicated.


Welcome5

Preparing the ClassroomTo complete your final preparations, arrive at the training site at least one hour before class begins.

Find the Location of these Public Facilities or Services• Restrooms

• Kitchenfacilitiesorvendingmachines

• Emergencyexits

Prepare Materials• Interior & Exterior Maintenance and Repair Participant Resource Guideforeachparticipant

• Interior & Exterior Maintenance and Repair Instructor Guide(withallyourpreparationnotesinit)

• Interior & Exterior Maintenance and Repair DVD

• Trainingkit(seetheappendix;havetherighttools,partsanddemonstrationequipmentforthiscourse)

• Sign-inform(tobeturnedintotheaffiliateofficeafterclass)

Prepare and Test Equipment• DVDplayerandTVmonitor(orDVD-compatiblecomputerwithLCDprojector)

• Flipchartwithstandorwhiteboard

• Markers

• Microphoneorsoundsystem(ifneeded)

Prepare a Learning-Friendly Classroom• ArrangethetablesandchairsintheroomsothatparticipantswillbeabletoeasilyseeandheartheDVD,takenotes,and

talkwithoneanother.

• Makesuretheroomisn’ttoohotorcold.

• Ensurethatthere’sadequatelighting.

• Writetheday’strainingagendaontheflipchartorwhiteboard.


6Welcome

Time Needed Topic30minutes Welcome and Introduction

60minutes Make-ReadyMaintenance

30minutes Caulking

150minutes (21/2hours)

CeilingsandWalls

40minutes Locks

50minutes Tile

45minutes OpenDiscussion:InteriorMaintenanceandRepair

30minutes CurbAppealandBuildingInspections

15minutes KeyTakeaways,ActionPlan,andWrap-Up

Course Schedule-at-a GlanceThe total classroom training time for the Interior & Exterior Maintenance and Repair course is 71/2 hours. Here’s how it breaks out:

Ifteachingafull-daysession,includetwo15-minutebreaksandaone-hourlunch.Ifteachingahalf-daysession,includeatleastone15-minutebreak.


Welcome7

Leader’s Instructions:Welcomeparticipantstothecourse.Introduceyourselftotheclass,thenproceedwiththescriptbelow.Divein…you’regoingtodojustfine!

Welcome.Mynameis_______________,andI’llbeyourinstructorforthisCAMTcourseoninteriorandexteriorrepairandmaintenance.

Thankstoyourenergy,enthusiasm,andprofessionalism,hundredsofthousandsofapartmentdwellershaveaplacethey’reproudtocallhome.Theyseefreshlypaintedandsmoothwalls.Theywalkonsolid,quietfloors.Theyopendoorsandwindowswithease.

Buttheactivitiesofeverydaylife—andthesettlingofapartmentbuildingsthemselves—eventuallytaketheirtoll.Theceilingbeginstocrack.Nailspopoutofdrywall.Atilefallsout.Adrawerknobgoesmissing.Thatwindowbecomesdrafty.

Andwhenthosethingsoccur,you’rethepersonresidentsdependontorestoretheirceilings,walls,tile,drawers,andwindowstothat“justlikenew”condition.

Whichbringsustothiscourse.Inthenextseveralhours,you’llgetachancetolearnmoreaboutinteriorandexteriormaintenanceandrepair—andsharpenafewofyourrepairskills.

I’llhavemoretosayaboutthatinaminute,butrightnow,I’dliketogettoknowalittlemoreaboutyou.

Leader’s Instructions:Goaroundtheroomanddothosebeginning-of-the-courseintroductions.Thisactivityhasthreeparts:

1.Askparticipantstosharetheirname,thenameandlocationoftheiremployer,andtheirexperiencewithinteriorandexteriormaintenanceandrepairduringtheirtimeasatechnician.Thiswillgiveyouasenseofthedepthandbreadth ofknowledgeintheroom.

2.Introduceanysubjectmatterexpertswhomaybeparticipatingintheclass.Havetheexpertssayafewwordsaboutthemselves.

3.Andfinally,tellparticipantsmoreaboutyourself.Talkaboutyourexperienceintheapartmentindustry,withtraining,orwiththemaintenanceworld.Andtalkalittleaboutyourlifeawayfromwork,too.

Instructor Script: Welcome and Introduction (30minutes)In this brief opening section, you’ll welcome participants, introduce yourself, and set the stage for the “Interior & Exterior Repair and Maintenance” course.

Thanksfordoingthat.It’snicetogettoknowallofyoubetter.

Now,let’stakeafewminutestolookmorecloselyatwhatyou’llbelearningtoday.Ifyou’vehadachancetotakeothercoursesintheCertificateforApartmentMaintenanceTechnicians(CAMT)series,you’llfindthatthiscourseisalittledifferent.

Ratherthanbeingacomprehensivecourseonallthingsrelatedtointeriorandexteriormaintenance—youknow,walls,floors,ceilings,carpets,cabinets,floors,windows,andsoon—thistrainingfocusesonafewkeyareasidentifiedbyexpertmaintenancetechnicians.Thinkofitasa“bestof”or“tipsandtricks”classwhereyou’llbeabletolevelsetsomekeyskills,learnnewrepairtechniques,andevengetachanceforsomehands-onpractice.

Moreimportant,however,isthatthiscoursedependsonyourparticipation—andyourexperienceasamaintenancetechnician.You’veprobablydonemoremake-readiesthanyoucancount.You’veprobablypickedupafewthingsaboutpatchingadrywallhole.Afterall,you’vebeen“teching”foratleastayear,right?

So today, you’ll be expected to share what you’ve learned.Justthinkofalltheideasandpracticaladviceyoucangiveoneanother.Andwhatyou’llbeabletotakebackanduseonthejob.


8 Welcome

Instructor Script: Welcome and Introduction (continued)TurntopageWelcome i in your Resource Guide,sowecantakealookathowthisentirecourselaysoutandseewhat’sontapfortoday.

We’llstartthingsoffwithabriefsurveyanddiscussionofmake-readymaintenance,animportanttopicthatmostofyoualreadyhavealotofexperiencewith.

Next,we’llproceedtothekeyinteriormaintenanceareasourexpertshaveidentified:

• Caulking

• Ceilingandwalls

• Locks

• Andtile

Then,we’lldiscussafewotherinteriormaintenanceissues—someidentifiedbyme,others,byyou—whereyou’llgetthechancetoaskquestions,aswellasshareyourtipsandtricksonceagain.

Towrapuptheday,we’lltakeabrieflookatexteriormaintenance,specifically,curbappeal,generalswimmingpoolareasafety,andinspectionsofthebuildingexterior.

Andnaturally,we’llhavebreaksandalunchperiodalongtheway.

Throughoutthecourse,you’llbedoingavarietyofthingstohelpyoulearn,absorb,andhopefullyenjoythesubjectmaterial.You’llbe:

• UsingyourResource Guide

• Watchingin-classdemonstrationsandvideos

• Havinggroupdiscussions

• Andcompletingafewhands-onactivities

AllIaskisthatyouparticipatefully.Thatmeansstaywithus,bothmentallyandphysically.Askquestions.Tellusaboutyourexperiences—thethingsthathaveworkedwellonthejob,andthethingsthathaven’t.You’llonlygetoutofthisclasswhatyouputintoit,sogiveiteverythingyoucan.

We’realmostreadytodiveintotoday’sactivities,butbeforewecandothat,Ineedtocoverafewhousekeepingitems,justtoansweranylogisticalquestionsthatmaybelingeringinyourmind.

Leader’s Instructions:1. Coveranyotherremaininghousekeepingitems,suchasthelocationoftherestrooms,emergencyexits,andkitchen

orvendingmachinefacilities—aswellasanyregistrationorsign-inactivities.

2.Askforquestionsbeforemovingon.


1

Make-ready Maintenance (60minutes)In this part of the training, you’ll introduce a highly familiar and important interior maintenance and repair topic—make-ready maintenance. Then, you’ll turn the show over to participants, who will perform a make-ready inspection in a vacant apartment (or other room), discuss that experience, and share their best make-ready tips.

Let’sgettheballrollingwiththefirsttopicoftheday,make-readymaintenance,alsoknownasrent-ready,turnover,orpunch-outmaintenance.

Turntopage1inyourResource Guide.

Youalreadyknowwhatthistypeofmaintenanceinvolves:preparinganapartmenthomeforafutureresident.Youalsoknowitsgoal:tomaketheapartment“asgoodasnew.”Toachievethisgoal,however,youneedmorethanjustyourhands,yourtools,andachecklist.Indeed,youmustlearnhowtoseeajust-vacatedapartmentthroughtheeyesofthefutureresident,aswellasthoseofyourmanagementteamorowner.Whenafutureresidentwalksintotheapartment,he’sthinking“home.”Whenyoursupervisororownerwalksintotheapartment,she’sthinking,“Doesthisapartmentmeetourcommunity’smove-instandards?”

Inotherwords,make-readiesdemandyourfullattentionandcarewheneveryoudothem.You’rewelcomingsomeonehome—andhelpingtoestablishthereputationofyourapartmentcommunity.

Now,let’stakeamake-readytourwithamaintenancepro,courtesyofabriefvideo.

What’smore,effectivemake-readymaintenancecanbemeasuredonyourcompany’sfinancialstatement.

Group Participation:1.Askparticipants:“Doesanyoneknowwhatlostrentis?”

2.Allowparticipantsaminuteorsotocomeupwiththeiranswers,thenseeifanyonewantstospeakup.Complimentresponsesthatareintheballpark,thenifyouneedto,givethedefinitionbelow.

Lost rentreferstotherentthatis“lost”eachday—andcanneverbecollected—becauseanapartmentisnotleased.Thelongerittakestomakeavacantapartmentreadyforafutureresident,thelongertheleasingteamhastowaittoleaseit,andthegreaterthelostrentonthatapartmentwillbe.Forexample,ifanapartmentrentsfor$1000amonthandittakestendaystoturnit,itlosesone-thirdofamonth’srent,or$333.Butifittakesonlyfivedaystoturn,thentheapartmentlosesonlyone-sixthofamonth’srentor$166.

There’snoquestionthatwell-executedmake-readymaintenance—completedinasquickatimeframeaspossible—canhelpminimizelostrent.Ifyoucanjustdoyourparttogettheapartmentready,youcanthenleavetheresttotheleasingteam.

Leader’s Instructions:1.Showthevideo:“Make-ReadyInspectionTips”ontheInterior/Exterior Maintenance DVD.

2.Afterwards,askthesequestions: • What’syourreactiontothisvideo? • Whatnewthingsdidyoulearn? • Whatthingsmightyouaddorchange?


2

Make-ready Checklists and Inspections

Group Participation:1. Ask:“Howaboutaquickshowofhands…howmanyofyouusechecklists,wallboards,assignmentsheets,oreven

computer-generatedtoolsformake-readymaintenance?”

2.Seehowmanyhandsgoup,makeacommentaboutit,thenmoveon.

Mostcommunitiesdousesomesortoftooltokeeptrackofthemake-readyworkthatneedstobedone.Turntopage2ofyour Resource Guidetoseeanexamplechecklist.

Make Ready Checklist

Living Room OK Fix InitialsSignage/NumberDoorViewerDoorFinishLockSetFrame/ThresholdWallSwitchesDoor StopWallsCeilingReceptaclesBaseboardsWindowsWindowLocksLightsThermostatVentsCableConnectionWaterHeatersPreventiveMaint.

Kitchen OK Fix InitialsWallsFloors/VinylCeilingLightsReceptaclesGFCICabinetsDrawersCountersCaulkingSinkFaucetDisposalPlumbingDishwasherRefrigeratorRangeHoodMicrowaveVentsBaseboardRef.Coils,CleanPaintA/CHeatingVinylAeratorPreventiveMaint.

Bathrooms OK Fix InitialsReceptacles/GFCILightsWallsTileCeilingFloorToiletMechanicsToiletSeatShowerHeadTubSpoutTubStopperMixerValveGrout/CaulkingShowerDoorsSinkAeratorP-TrapTPHolderTowelBarFaucetExhaustFanMirrorMedicineCabinetPreventiveMaint.

Blinds OK Fix InitialsCordsGuidesSlatsScreens

Bedrooms OK Fix InitialsWallsCeilingBaseboardReceptaclesClosetDoorsClosetShelvesWindow/LocksDoors/HandlesPreventiveMaint.

Mandatory Items OK Fix InitialsEntryDoorLockWindowLocksSliderLockStorageLockFireAlarmFireExtinguisherGarageDoorOpenerA/CFilterHoodFilterSubPanelPorchLightingPreventiveMaint.

Date: Unit:

Note: Shaded tasks may be performed after move-in. Talk with your supervisor to see what your company allows.

©2011NationalApartmentAssociation.

Leader’s Note:Themake-readychecklistthatfollowsistheonethatappearsintheResource Guide.


3

Make-ready Checklists and Inspections (continued)Themosteffectivetrackingtoolslisttheitemsthatmustbeinspectedandallowpeopletoapproveand“signoff”onthemake-readywork.

Group Participation:1.Ask:Howdoesyourcommunityhandlemake-readyinspections?

2.Getafewresponses,andaskmoredetailedfollow-upquestionslike: • Howmanyinspectionsdoyouhave? • Whodoesthem? • Areyoupresentwhentheinspectionhappens?

Theideaistogiveparticipantsasenseoftheinspectionproceduresdifferentcommunitiesusetoensureexcellenceinmake-readymaintenance.


Althoughpracticesvaryfromcommunitytocommunity,agoodnumberofthemconductatleasttwoinspections.

Thefirstinspectionidentifiestheoverallconditionoftheapartment,anyitemstheresidentmustbechargedfor,andthemaintenanceneededtomaketheapartmentreadyforanewresident.Thecommunitymanager,maintenanceservicemanager,orbothwilldothisinspection.It’softenperformedwiththecurrentresidentjustbeforemove-out—orimmediatelyafterwards.

Thesecondinspectionverifiesthattheapartmentisreadyforitsnewresidents.Again,thecommunitymanager,themaintenanceservicemanager,orbothmaydothisinspection.

Duringamake-ready,somemanagersleaveacopyoftheinspectionchecklistinthevacantapartmentformake-readyteammemberstouse.Teammembersreadthelisttoseewhattheyshoulddo,andthencheckofftheitemsasthey’recompleted.

Othermanagersusetheinspectionchecklisttocompilemake-readyassignmentsheetsthatareregularlyupdated.Eachteammembergetsacopytokeeptrackofhisorhermake-readyassignmentsinmorethanoneapartmentatatime.

Whicheverpracticeisfollowed,mostserviceteamsalsokeepamake-readywallboardinacentralplace—suchastheservicemanager’soffice.Theboardshowsthecurrentstatusofallapartmentsthatarescheduledformake-readymaintenance.

Make-ReadyBoard

TheMake-ReadyBoardisatoolthatmaintenancetechniciansandofficepersonnelusetokeeptrackofthedifferenttasksrequiredtorestoreanapartmentbacktoitsoriginalconditionafteraresidentmovesout.

ThisisaprocessknownastheMake-ReadyProcessandrequiresthatafteraresidentmovesoutmaintenancetechniciansstartbyinspectingtheapartmenttomakeanassessmentoftheworkneededtobedonetogetitreadyforanewresidentmovingin.TheMake-ReadyProcesscontinueswithremovinganytrashfromtheapartment,changingthelocktoavacantlock,paintingtheapartment,followedbymaintenancerepairs,cleaning,andcarpetcleaningorreplacing,andfinallyinspectingtheapartmenttoensuretheapartmentis100%readyforthenewresident.

SeeasampleMake-ReadyBoardintheAppendix.


4

You Try It: Mini Make-ready Inspection

Leader’s Instructions:Thefollowingactivityismosteffectiveandrealisticwhenparticipantscanperformitinavacantapartment,buttheycanalso“inspect”acommunityroom,ameetingroom,oreventheclassroomyou’rein.

Thepointofthisactivityistonottodoamake-readyinspectionperse,buttohelpparticipantsdevelopacarefuleyeastheyinspectthecurrentconditionofanapartmentorroom.Itshouldbefun—andeyeopening—forthem.

Now,yougetachancetotryoutyourmake-readyinspectionskills.You’regoingtoteamupwithapartner,andforthenexttenminutes,you’llperformaminimake-readyinspectionin__________________.

Duringthisbriefactivity,lookatthingsasafutureresidentwould.Inspectcarefully.Focusondetails.

Takenotesonwhatyoufindonpage4ofyourResource Guide.Youandyourpartnermayalsowanttosplituptocovermoreground.

Remember:Youhavejusttenminutes.Whenyou’vecompletedyourinspection,we’lldiscussyourfindings.


5

Mini Make-ready Inspection(Continued)

Leader’s Instructions:1.Giveeachpairtenminutestocompletetheirmini-inspections.

2.Conductaten-minutedebriefingdiscussionafterwards.Askeachpairtorespondtoquestionslike: • Whatmaintenanceissuesdidyoufindduringyourinspections?

• Didtheresidentcauseanydamagetotheapartment?• Istheresidentgoingtobechargedforanyofthesedamages?

• Whatthingslookedgood? • Whatwaseasiestaboutthisinspection? • Whatwashardest? • Whydothinkyoudidthisactivity?


6

Make-ready Ideas and Advice Nowthatyou’vehadachancetotryoutyourinspectionskills,I’dliketoletyoushareyourbestmake-readyadvicewithyourfellowparticipants.


I’mgoingtogiveyoufiveminutestowritedownyourbestmake-readymaintenancetips,andthenwe’lldiscussthemasalargergroup.

Leader’s Instructions:1.Giveparticipantsfiveminutestowritetheirbestmake-readytipsintheirResource Guide.

2.Conductatenminutediscussionafterwards: • Askparticipantsfortheirideas. • Writethemontheflipchart. • Inviteparticipantstotakenotesonpage6oftheirguide. • Addyourideas,too.

Thankstothislivelydiscussion,younowhaveseveralnewmake-readyideasyoucansuggesttoyourteam—oreventryoutbackonthejob.

Let’swrapthistopicupnow.Turntopage7inyourResource Guide.


7

Group Participation:1.Ask:“Arethereanyothertakeawaysyou’dliketoadd?”

2.Ask:“Whatotherquestionsdoyouhaveaboutmake-readymaintenance?”

Key TakeawaysWhenitcomestomake-readymaintenance,herearethekeytakeaways:

• Learnhowtoseeajust-vacatedapartmentthroughtheeyesofthefutureresident,aswellasthoseofyourmanagementteamorowner.Developyour“make-readyeye.”

• Completemake-readiesasquicklyasyoucanwithoutcompromisingquality.Thiscanhelpyourapartmentcommunityminimizelostrent.

• Useyourcompany’strackingtoolstokeepontopofmake-readyinspections,work,andschedules.

• Followyourcompany’smake-readystandardsandprocedures.

• Suggestwaystoimprovethespeedandqualityofmake-readymaintenanceatyourapartmentcommunity.


8

Transition to Interior Repair “Tips and Tricks” SegmentAtthebeginningoftheday,Imentionedthatagoodchunkoftoday’scoursewouldbededicatedtoafewkeyinteriorrepairareasidentifiedbyexpertmaintenancetechnicians.

Sooverthenextfourhours,we’llbeexploringtheseareas,whichrelatetocaulking,ceilingsandwalls,locks,andtile.Theideaistogiveyouachancetolevel-setsomeskills,learnsomenewrepairtechniques,andevenpracticearepairortwo.

Butmuchlikeraisingyourkidsortrainingyourdog,there’snoone“right”waytoperformtheserepairtechniques.That’swhywewantyoutochimeinwithyourownideasandadvice.

Here’showitwillwork.I’llintroducetherepairtopictoyou,andthenwe’llgooverthe“howto”stepsforit,whichareinyourResource Guide.Imaythendemonstratepartofthetechnique,orshowabriefvideoaboutit,butafterIdothat,it’llbeyourturntocontribute.I’llexpectyoutoaskquestions,answerquestions,andshareyourownexperienceswiththeserepairs.Themoreyouparticipate,themoreyou’lllearn—andthemoreyou’llhelpyourfellowtechsinthisclassroom.

Mygoalishaveallofyouwalkoutofherewithatleasttennewideasfortheidentifiedinteriorrepairs,aswellasaboatloadofincreasedconfidence.

Withthatsaid,let’sturntothe“tipsandtricks”forourfirstinteriormaintenancearea,caulking.


9

Tools and Materials Needed

• Caulk(correcttypefortheintendeduse)

• Caulkgun

• Retractablerazorbladescraper

• Bluepainter’stape

• Rubbingalcohol(ifusingsiliconecaulk)

• Severalsmallcottonrags

• Vacuum

Caulking (30minutes)We’ve all seen those Do-It-Yourself television programs that make caulking look easy, but getting a finished caulk job that’s smooth, consistent, and professional-looking can be tricky. Until now.

Choosing the Right CaulkAcrylic Latex Caulk:Thegeneralpurposeworkhorse.Fastdrying.Canbepainted.Canbecleanedupwithwater.Bestforcaulkingaroundwoodtrimandthinjointsindryareas.

Vinyl Latex Caulk:OKforwetareas.Adheresverywell.Fastdrying.Canbepainted.Canbecleanedupwithwater.

Silicone Caulk:Thecaulkofchoiceforshowers,tubs,andotherareasexposedtowater.Outstandingadhesion.Longlife.Mildewresistantandwatertight.Won’tyellowordiscolor.Usuallycannotbepainted.Mustuserubbingalcoholforclean-up. Alsoreleasesammoniaduringcuring;workwithitinaventilatedarea.

Butyl Rubber Caulk:Primarilyforoutdooruse.Greatsealantforstormwindowsanddoors,downspoutandgutterseams.Fillslargerjointswellwhenusedwithacaulkingrodorbackerrod.

Leader’s Instructions:1.Introducethetopic.

2.Coverthehow-toinformation.(Thisinformationisalsoonpages8–9oftheparticipants’Resource Guide.)

3.Demonstratethetechnique,usingbluepainter’stape,acaulkinggun,caulk,andapieceofscrapwoodtrimonasurfacelikescrapdrywall.(Or,haveaparticipantdemonstratethetechniqueasyoudescribeit.)

4.Askforquestions.

5.Haveparticipantsandinvitedsubjectmatterexpertssharetheirbesttipsandtricks.

6. Transitiontothenexttopic:“Nowthatyou’vepickedupafewtipsoncaulking,let’smovetothenexttopicourexpertsidentified,ceilingsandwalls.Inparticular,we’llbelookingatrepairingdrywall,aswellasafewothersurfaces.”

Safety

• Weareyeprotectionandamask.

• Withsiliconecaulk,workinawell-ventilatedarea.


10

Caulking (continued)

How-to StepsFor Latex Caulk, follow Steps: 1, 3, 4, and 5For Silicone Caulk, follow Steps: 1, 2, 3, 4, and 5

Step 1: Remove the Old Caulk 1.Removealltheoldcaulkwitharetractablerazorbladescraper.

2.Vacuumuptheopenjoint—andanydebris.*Ifmoldispresent,cleanandrinsethoroughly.

Step 2: Mask the Edges of the Joint (only if silicone caulking is used, not necessary if latex is used)

Masking is secret to getting a clean, sharp edge—and a professional-looking caulk job, especially with silicone caulk. Using tape to mask both edges of the joint allows you to set the width of the joint and protect the surrounding material from the caulk. It also prevents the caulk from smearing during smoothing.

1.Usebluepainter’stapetomaskoffbothsurfaceswhereyouwanttheedgeofthecaulktostop.Uselongsectionsoftapetodothis,andkeepthetapestraight.

2.Presstheedgeofthetapealongthecaulkjoint.

Tip: The joint will look best if you tape it “thin,” about 1/8” to 1/4” width.

Step 3: Apply the Caulk1.Openthecaulktubewithassmallanopeningaspossibleforthejointopeningandplaceitinthecaulkgun.

2.Applythecaulkata45-degreeangle.Squeezehardenoughtogetthecaulkfullyintothejoint. • Tip: Work at a slow, consistent speed. The smoother you make the joint to start with, the easier the job will be.

For latex caulk:-usespongetowetfingerandtoolthejoint-Afterusingyourfinger,usetheedgeofaspongetofinish

For silicone caulk:-Useplasticspoontotooljoint-Allowextracaulktostayonbluetape-Removetapeascaulkstartsto“skin.“

Step 4: Smooth the Joint. 1. Smooththecaulkjointbyworkingfromoneendtotheother.Usefirmpressure.

2.Asyourfingerbecomescoveredwithcaulk,wipeitoffwiththedampenedrag.Re-wetyourfinger.

3.Continuesmoothinguntilthejobisfinished.

Step 5: Finish Up the JobRemovethebluepainter’stapeusedtomaskthejoint.Pullthetapeawayfromthejointbothslowlyandatanangle.


11

Ceilings and Walls:Fixing a Dent or Gouge in Drywall (20minutes)Small drywall dents and gouges are easy to fix with a spackle knife and wallboard joint compound.


• Utilityknife

• Wallboardjointcompound

• Metalbreadpanorhawk(analuminumsquarewitha handle mounted on its underside)

• Spackleknife

• Fine-gritsandpaper

• Primer

• Paint

Safety

• Weareyeprotection,aswellasamask.

• Becarefulusingautilityknife.

Leader’s Instructions:1. Introducethetopic.

2. Coverthehow-toinformationbelow.(Thisinformationisalsoonpage10oftheparticipants’Resource Guide.)

3. Demonstratethetechniqueofspreadingjointcompoundoveradentedpieceofscrapdrywall.(Or,haveaparticipantdemonstratethetechniqueasyoudescribeit.)

4. Askforquestions.

5. Haveparticipantsandinvitedsubjectmatterexpertssharetheirbesttipsandtricks.

6. Transitiontothenexttopic:“Now,let’stakealookatfixingpoppeddrywallnailsorscrews.”

How-to Steps:1.Trimawaylooseorfrayedpaperfromthegougewithautilityknife.

2.Placeanappropriatequantityofjointcompoundintoametalbreadpanorontoahawk.

Note: Joint compound shrinks as it dries. For larger gouges, mesh tape may be needed so that less layers of joint compound are needed.

3.Pickupasmallquantityofcompoundonthecornerofaspackleknifeandspreaditoverthedamagedarea.

4.Holdtheknifeonthewallatalowangleanddrawitacrossthecompoundhorizontally,thenwipetheknifecleanontheedgeofthepanandmakeasecondpassvertically.

5.Letthecompounddry.

6.Applyasecondcoatofcompound,butthistime,usemorecompoundandextenditalittlebeyondthefirstcoat.

7.Whenthepatchisdry,sandlightlyandapplyprimerovertherepairedsurfacebeforeapplyingapainttopcoat.


12

Ceilings and Walls:Fixing a Popped Nail or Screw in Drywall (20minutes)Drywall nail pops occur when drywall screws or nails loosen over time. As a result, the drywall moves and the nail heads push through the surface, causing a blemish.


• Screwdriver

• Drywallscrews


• Wallboardtapingknife

• Fine-gritsandpaper

• Cloth

• Primer

• Paint

Safety

• Weareyeprotection,aswellasamask.

Leader’s Instructions:1. Introducethetopic.

2.Coverthehow-toinformationbelow.(Thisinformationisalsoonpage11oftheparticipants’Resource Guide.)

3.Demonstratethetechniqueofdimpling,usingahammerandscrapdrywall.(Or,haveaparticipantdemonstratethetechniqueasyoudescribeit.)

4.Askforquestions.


6.Transitiontothenexttopic:“Now,let’slookatasimpleandslickwaytorepairsmalldrywallholes.”

How-to Steps:1. Drivedrywallscrewsthroughthedrywallandintotheframingabout3inchesfromthenailpop,onbothsides.Drivethe

headsfarenoughtosinkthemslightlybelowthesurface,butdon’tbreakthepaper.

2.Carefully“dimple”thepoppednailusingahammer.Makeadepressioninthedrywallthatcanbefilledwithjointcompoundateachnailpop.

3.Fillthedimpleswithjointcompound.

4.Covereachdrywallscrewheadanddimplewithathickcoatofcompound,thenskimofftheexcesswithawallboardknife.

5.Allowthecompoundtodry.

6.Applyasecondcoat,ifneeded,andallowittodry.

7.Sandtheareawithfine-gritsandpaper,featheringtheedgesintothesurroundingwall.

8.Wipethesurfaceclean.

9.Primeandpaintthearea,blendinginwiththepaintontherestofthewall.


13

Ceilings and Walls:Repair a Small Hole in Drywall (40minutes)Repairing small drywall holes (up to four inches) is relatively easy when you use a newer repair material—a self-adhesive mesh that holds a metal drywall patch.


• Utilityknife

• Adhesivemesh/metaldrywallpatch



• Drywallsandingblockorsandingscreen

• Primer

• Paint

• Paintbrushorroller


2.Coverthehow-toinformation.(Thisinformationisalsoonpages12–13oftheparticipants’Resource Guide.)

3.Demonstratethepatchingandcoveringtechnique,usinganadhesivemetal/meshpatch,jointcompound,awallboardtapingknife,andapieceofscrapdrywallwithasmallholeinit.

4.Askforquestions.


6.Optionalpractice:Haveparticipantsworkinteamsoftwotofour.Havethempracticethepatchingandcoveringtechniquedescribedin#3above.

7.Transitiontothenexttopic:“Butwhatifthatdrywallholeislotbigger?Let’slookatwhattodothen.”

Safety• Weareyeprotection,aswellasamask.

• Becarefulusingautilityknife.


14

How-to Steps:Step 1: Prepare the Area1.Removeanyloosedrywall.Cutawayanytornpaperwithautilityknife.

2.Measurethesizeofthedrywallhole,thengetthecorrectsizeadhesivemesh/metaldrywallpatch.

Step 2: Apply the PatchPeelthebackingfromthepatch,thenstickitoverthesmallhole.

Step 3: Apply Wallboard Joint Compound1.Usingawallboardtapingknife,trowelontwoorthreelayersofwallboardjoint

compoundoverthewallpatch.

2. Coveralltheporesintheadhesivemesh.Extendand“feather”thecompoundpastthepatchbyatleast6”soitwillblendintothesurroundingarea.


4.Useasandingblockordrywallsandingscreentosandtherepairedareasmooth.

Tip: Try not to use sandpaper and your hand. If you do, you won’t get the sanding flat, and the patch will be obvious when it is painted. Sanding block or sponge will provide a smoother surface. Wet sand for No Dust.

5.Lookattherepairfromsideanglestoseeifitlookssmooth.Ifyou’rehappywithwhatyousee,primeandpaint.Ifnot,repeatsteps1to4.

Step 4: Prime and Paint1.Primetherepairedareawithanappropriateprimerforthetypeofpaint

you’reusing.

Tip: To help hide the patch, use a small roller with a medium nap. If you brush the primer on the wall, it will have a different texture to the surrounding wall paint.

2.Lettheprimerdry.

3.Paintthepatch.

Ceilings and Walls:Repair a Small Hole in Drywall (continued)


15

Ceilings and Walls:Patch a Larger Hole in Drywall (20minutes)When you patch a larger hole in drywall (up to about 24 inches square) you need to provide not only an actual drywall patch, but also the structural support for it.


• Framingsquareorstraightedge

• Wallboardsaw,keyholesaw,orutilityknife

• Lengthof1x4or2x4wood

• Sectionofdrywallwallboardlargerthandamagedarea

• Coarsethreaddrywallscrews 1”to1-1/2”long



• Drywallsandingblockorsandingscreen

• Primer

• Paint

How-to Steps:Step 1: Prepare Opening1. Usingastraightedge(orpreferablyaframingsquare),markoffasquareor

rectangularsectionaroundthelargedrywallhole.

2.Cutthroughthepapersurfaceonthemarkedlinesusingawallboardsaw,keyholesaw,orutilityknife.

Step 2: Install Support BlockingThe patch will be supported and fastened to two of the sides of the opening with wood support blocking. Use 1x4 or a 2x4 scrap wood for the support.

1.Cuttwolengthsofwood4”to6”longerthanthelongestlengthoftheopening.

2.Placeonelengthofwoodalongthelongestedgeinsidetheholesothathalfthewidthisovertheopeningandtheotherhalfisovertheexistingwallboard.

3.Positiontheblockingsoyouhaveequaloverlapoftheboardateachendoftheopening.

4.Holdtheboardinthisposition,thenfastenitinplacewith1”to1-1/2”longdrywallscrews.Placescrewsateachendandalsoabout6”apartalongthelengthoftheopening.

5.Repeatsteps1to4fortheothersideoftheopening.

Leader’s Instructions:Note: Because this repair requires structural support, you probably won’t be able to demonstrate it. So just talk it through, and have participants and any invited subject matter experts add their insight.

1.Introducethetopic.

2.Coverthehow-toinformationbelow.(Thisinformationisalsoonpages14–15oftheparticipants’Resource Guide.)

3.Askforquestions.


5.Transitiontothenexttopic:“Now,let’slookatotherceilingandwallsurfacesbesidesdrywall.”

Safety• Weareyeprotectionandamask.

• Becarefulusingasaworutilityknife.


16

Step 3: Install Drywall Wallboard PatchUse the same thickness of wallboard for the patch.

1.Measuretheopening.

2.Cutapieceofdrywalltofittheopening.

3.Placethepatchintheopeningwiththelight-coloredpapersidefacingout.

4.Fastenthepatchtotheblockingsupportswithdrywallscrews.Placescrewsineachcornerandalsoabout6”apartalongthelengthsoftheopening.

Step 4: Tape Joints of Drywall PatchYou could use paper drywall joint tape and drywall mud, but the repair is easier if you use a fiberglass mesh adhesive backed joint tape. This tape is stronger and does not require drywall mud bedding.

Cutlengthsofthefiberglassmeshtapeandadherethemtothejointsofthepatch.Covereachlengthofseamwithitsowncontinuouspieceoftape,andoverlapthecornerjoints.

Step 5: Apply Wallboard Joint CompoundUse wallboard joint compound, not spackle. Spackle is thicker and won’t spread as easily—it will also make the finishing work more difficult.

1.Usingawallboardtapingknife,trowelontwoorthreelayersofwallboardjointcompoundoverthewallpatch.

2.Coveralltheporesintheadhesivemesh.Extendand“feather”thecompoundpastthepatchbyatleast6”soitwillblendintothesurroundingarea.


4.Useasandingblockordrywallsandingscreentosandtherepairedareasmooth.

Tip: Trynottousesandpaperandyourhand.Ifyoudo,youwon’tgetthesandingflat,andthepatchwillbeobviouswhenitispainted.

5.Lookattherepairfromsideanglestoseeifitlookssmooth.Ifyou’rehappywithwhatyousee,primeandpaint.Ifnot,repeatsteps1to4.

Step 6: Prime and Paint1.Primetherepairedareawithanappropriateprimerforthetypeofpaintyou’reusing. • Tip: To help hide the patch, use a small roller with a medium nap. If you brush the primer on the wall, it will have a

different texture than the surrounding wall paint.

2.Lettheprimerdry.

3.Paintthepatch.

Ceilings and Walls: Patch a Larger Hole in Drywall (continued)


17

Painting and wall coverings

Leader’s Guide:Lead a discussion based on common knowledge about Wall Coverings and Paint. Each section shouldat least include information on the following (add information as needed):

Surface Preparation: 1.Textureofthewallisimportanttothefinishedsurface.

a. Rollerisdifferentfrompaintbrushandspraycan.b. Ifthewallistoosmoothorroughthepatchwillstandout,evenifthepaintmatches.c. Layersofpaintwillgiveadifferentsurfacetextureaswell.

2.Ensurethatthesurfaceisassmoothaspossiblebeforeaddingatexture.Oncethewallispainted,itisdifficulttosandthesurfaceagain.

Priming: 1.Neededtoensurethatthewallpaintisabsorbeduniformelyintothewall. 2.Theuseofprimerprovidesforsuperioradhesiontosurfacesthathaveaglossorsemi-glossfinish. 3.SpotPrimingcanshowthroughapaintedwall.Insomeinstances,thewallmustbeprimedtoceiling,cornerto

cornertoensureanevenfinish.

Paint Application: 1.BrushCare.

a. Maintaincleanbrushes.b. Differentbrusheshavedifferingqualityandtexturetowork.c. Thoroughlycleanabrushaftereachuse.

2.Howto“CutinaWall”a. Useabrushtooutlinethewall(ashieldcanbeusedforfasterfinish).b. Rollthewalltotheoutlinedpartwhilethepaintisstillwettoblendthewallpaintintotheoutlinedportion.

Iftheydryseparately,youwillseeit. 3.Sheen

a. Flat–hidesthemost“flaws”notwipe-ableclean.b. Satin–willhidesome“flaws”willhandlealittlescuffing,wipeableofsomemarksorstains.c. Semi-gloss–goodtouseinmoistenvironment(bathroomorkitchen.)Wipesclean,durable,curesslower

thanfat;fasterthanglosspaint.d. Gloss–mostdurable,showsall“flaws”


18

Ceiling and Walls: Repairing Plaster (10minutes)Plaster walls and ceilings can develop small to large cracks from drying or ground movement. Here are some tips for repairing them.


• Hammer

• Chisel

• Puttyknife

• Softbristlebrush

• Plasterpatchmaterial

• Acontainertomixtheplaster

• Fineandveryfine-gritsandpapers

• Primer

• Paint

Leader’s Instructions:Note: If your participants don’t work with plaster, move to the next topic. But if you do need to cover it, you probably won’t be able to demonstrate the repair techniques. Just hold a discussion instead.


2.Coverthehow-toinformation.(Thisinformationisalsoonpages19oftheparticipants’Resource Guide.)

3.Askforquestions.


5.Transitiontothenexttopic:“Texturedwallsurfaces—suchasorangepeel,knockdown,andsand—arealsofoundinapartmentcommunities.Let’slookattwotechniquesforrepairingperhapsthemostcommonsurface,orangepeel.”


• Becarefulusingahammerandchisel.


19

How to Repair a Small Crack1.Widenthecracktoabout1/8inchusingahammerand

chisel,thenremoveanylooseplaster.

2.Fillthecrackwiththeplasterpatchmaterialyou’vechosen,followingthedirectionsonthecontainer.

3.Oncetheplasterisdry,sandsmoothwithprogressivelyfinersandpaper.

4.Primeandpaint.

How to Patch a Large Crack1.Widenthesurfaceofthecrackusingahammer

andchisel.

2.Removedebriswithasmall,soft-bristlebrush.

3.Thoroughlywetthecracksoitwillabsorbthe plasterpatch.

4.Useaputtyknifetospreadtheplasterpatchinthehole.

5.Allowthepatchtodryfor24hours,orasdirectedby thepatchmanufacturer.

6.Applyasecondcoatofplasterpatchandallowitto drybeforecontinuing.

Tip: Instead of a second coat of plaster patch, apply a top coat of joint compound. It’s easier to sand and finish.

7.Sandthesurfacesmooth.

8.Primeandpaint.

Tips for Choosing Plaster Patch Materials• Youcanpatchaholeinplasterordrywallwithjoint

compound,spacklingcompound,orpatchingplaster.Eachhasitsadvantagesanddisadvantages.Jointcompoundappliessmoothlyandsandseasily,butitshrinksandtakes24hourstodry.Spacklingcompounddriesquicklyanddoesn’tshrinkmuch,butit’shardertosandsmooth.Patchingplasterdriesinaslittleastwohours,doesn’tshrink,andisdurable,butitisdifficulttosand.

• Useproductthatcanhandlethesizeoftheholeorcrack.Smallercracksandholesinplastercanbepatchedusingaplasterpencilorspacklingcompound.Largerareasofdamageneedageneralpatchingsubstanceorplasterproduct.

• Considertheventilationneedsforproductsandthesafetyrecommendationsforthem.

Ceiling and Walls: Repairing Plaster (continued)


20

Ceilings and Walls:Repairing Orange Peel SurfacesOrange peel is also known as splatter or eggshell texture. Even though it’s a popular and forgiving wall texture, it can be damaged by the activities of everyday life.

There are many ways to repair an orange peel surface, but two of the most common involve either a manual approach or a spray approach. Those are the techniques you’ll learn here.


Before You Begin with Any Technique1.Repairanydamageddrywallfirst.Seepages10to18fortheserepairsteps.

2.Practiceyourtechniquefirst.Usecardboard,scrapdrywall,plywood,oranyhardflatsurfacetodothis.


• Redi-mixedwallboardjointcompound(manualtechnique)

• 3/8”naproller(manualtechnique)

• Painttray(manualtechnique)

• Finesandpaperandsandingblock(manualtechnique)

• Cleancloth(manualtechnique)

• Plasticdropcloth(spraytechnique)

• Spraytexturepatch(spraytechnique)

• Primer

• Paint


2.Coverthehow-toinformation.(Thisinformationisalsoonpage21oftheparticipants’Resource Guide.)

3.Askforquestions.


5.Transitionfromtheprevioustopic:“RepairingPlaster.”


21

Ceilings and Walls: Repairing Orange Peel Surfaces (continued)

How-to Steps: Manual Technique1.Mixenoughthinnedredi-mixedwallboardjointcompoundtofillthelowerpartofapainttray.Theconsistencyshouldbe

likepancakebatter.

2.Applythecompoundtothedamagedareausinga3/8”naproller.

3.Asyoumoveawayfromtherepairedareaintotheoriginaltexturedarea,featherouttherollingusinglighterrollingpressure.

4.Doafinalrollinonedirection.

5.Allowtherepairtodrycompletely.Theeffectwon’tmatchyet—therepairwillhavepeaksthroughout.

6.Takeahand-sandingblockwithfinesandpaperandlightlysandtherepairedareatoleveloffthepeaksandcreatetheorangepeeleffect.

7.TakeacleanclothlikeanoldT-shirtandrubtherepairedareatosoftentheedgesofthesandedorangepeelrepair.

8.Primeandpainttomatchthesurroundingarea.

How-to Steps: Aerosol Spray Technique1.Placeaplasticdropclothonthefloorbelowtherepairareaandonanysurroundingfurniture.

2.Readtheinstructionsforusingthespray.Shakeand“warm”thecanasdirected.

3.Dependingontheproductused,holdthecanbetween12”to24”fromthewallsurface.

4.Sprayusingacircularmotion.Sprayonlyabout50%-75%oftherepairareawithtexture.

5.Letdryandthenpaint.

How-to Steps: Using a Pressure SprayerOne of the newest ways to repair textured walls and ceilings is with a gravity fed, manually powered pressure sprayer. When you pull back the lever, the chamber sucks in the textured paint. When you pump, the lever pushes the paint out through the front plate. By adjusting the front plate and lever, you can control the sprayed textured pattern.

This sprayer can create orange peel, splatter, knockdown, and popcorn textures. Consider using this tool if you’re repairing areas too big for a can or two of spray.

1.Placeaplasticdropclothonthefloorbelowtherepairareaandonanysurroundingfurniture.

2.Stand3to4feetfromthewall.Maintainthisdistancewhileyouspray.

3.Tospray,movethesprayerinasweepingmotion.Pullthehandlebackasrequiredfortheamountofsprayandpushthehandlein,completelyin,tocompletethestroke.

4.Rinseandcleanthegun.

5.Letdryandthenpaint.


22

Ceilings and Walls:Repairing Cracked Popcorn Ceilings (10minutes)If a popcorn ceiling has cracks, you can repair them with a patching compound designed for textured ceilings.


• Puttyknife

• Texturedpatchingcompound

• Paintbrush

Safety• Weareyeprotection.

• Becarefulusingladdersandputtyknives.

Tips• Incornerswherethetexturedceilingmeetsasmoothwall,wedgealargeflatobject(suchasabroadknife)intothe

cornertopreventthepatchingcompoundfromgettingonthewall.

• Fixlargecrackswithjointcompoundbeforeusingthetexturedpatchingcompound.

• Iftheceilinghaswaterdamage,applyacoatofprimerorsealerbeforeusingthepatchingcompound.

Leader’s Instructions:Note: You probably won’t be able to demonstrate this repair. Just hold a discussion instead.



3.Askforquestions.


5.Transitiontothenexttopic:“Thatconcludestheceilingsandwallspartofthis‘tipsandtricks’training.Now,let’smovetothenextinteriormaintenancesubjectourexpertsidentified,locks.”

How-to Steps1.Scrapearoundthecrackswithaputtyknife.

2.Useapaintbrushtocleanoffanydust.

3.Applythepatchingcompoundbydabbingitontotheceilingwithasmallpaintbrushoryourfinger.Useonlyasmallamountofcompound.


23

Re-keying a Door Lock (20minutes)Re-keying a lock involves changing the pins inside the lock so that the old key doesn’t work and a new key will work.


• Screwdriver

• Tailpiecetool

• Followertool

• Keygauge

• Pins

SafetyBecarefulusinganysharporpointedobjects.


2.Showthevideo:“Re-keyaLock.”

3.Reinforcethestepsinthevideobycoveringthehow-toinformationbelow.(Thisinformationisalsoonpage23oftheparticipants’ Resource Guide.)

4.Askforquestions.


6.Transitiontothenexttopic:“Now,let’slookatarelatedprocedure,changingoutalock.”

How-to StepsNote: Tailpiece may be different. Instructions #4, 5, 7, and 9 are for Weiser or Schlage. Kwickset and others will disassemble differently.

1. Insertthetailpiecetooltoremovethetailpiece.

2. Takeoutlockpinandspring.

3. Insertthepin.

4. Pushtheplugoutofthecylinderusingthefollowertool.(Retainthetoppinsinsidethecylinder.)

5. Takeouttheoldbottompins.

6. Usethekeygaugetomeasurethedepthsofthecuts(notches)onthekeytodeterminethesizeofpinsneeded forthelock.

7. Loadthecylinderwiththebottompinsofthepropersizes.Todothis,insertthekeyandlookforaflatsurfaceacrossthetopofthecylinder.

8. Verifythatthepinsarethecorrectsizes.Todothis,insertthekeyandlookforaflatsurfaceacrossthetopof thecylinder.

9. Usethecylindertopushthefollowertooloutoftheplug.

10. Attachthetailpiece.

11. Usethetailpiecetooltoreinsertandlockthetailpieceinplacetoholdthelocktogether.Donotovertighten.


24

Changing a Door Lock (20minutes)Changing a door lock is a fairly easy task to do and can usually be completed in about 15 minutes.


• Screwdriver

SafetyBecarefulusinganysharporpointedobjects.


2.Showthevideo:“ChangeOutaLock.”

3.Reinforcethestepsinthevideobycoveringthehow-toinformation.(Thisinformationisalsoonpages24–25oftheparticipants’ Resource Guide.)

4.Askforquestions.


6.Transitiontothenexttopic:“Thatwrapsusourbrieflookatdoorlocksandkey.Now,let’smovetothelastinteriormaintenancesubjectourexpertsidentified,ceramictile.”


25

2

3

5

Each property will have their own Policy to ensure that as residents move out, they no longer have access to the empty apartment. Let’s discuss some common related topics.

1) Vacant Locka.AVacantLockisoneofagroupoflocksthatareallkeyed

alike.Theseareusedwhiletheapartmentisemptysothatithasthesamekeyastheotheremptyapartments.

b.Thebenefitsoftheselocksarethatallemployeescanaccesstovacantunitswiththeuseofonekey.

c.Thiskeycanbeusedtohaveemployeesandcontractorsperformworkintheunits.Additionally,officeemployeescanshowvacant-readyunitstoprospectswiththesamekey,makingitveryfastandefficient.

d.Whenavacant-readyunitisleased,thelocksarechangedfromtheVacantLocktoanewlock(tothatapartment)justbeforethenewresidentmovein,ensuringthatthenewkeyhasnotbeeninthehandsofanyoneotherthanthenewresidentandthecompany’semployee.

2) Key Securitya.Keysshouldbekeptinalockedcabinetinsidealocked

roomorclosetandshouldneverbemarkedwiththeapartmentnumber.

b.Thereshouldbeaprocessofcheckingkeysouttoemployeesandvendorstokeeptrackofthem.ThispolicymayincludetherequirementthatavendororcontractorleaveaformofIDorcollateraltoensurethereturnofthekeybeforetheyleavetheproperty.

c.FollowProperty/Companypolicytoensurethatallkeysareabletobelocatedatalltimes.

3) Ensure no Duplicatesa.Keeptrackofthecutdepthsofthekeystorecordand

ensurethatduplicatesarenotusedanywhereontheproperty.

b.Keeptrackofwhatlockisplacedwheretoensurethatthesamekeysneverworkonthesameapartmentagain.(thelocksarenotchangedbacktothatapartment)

c.Thislogsheetshouldbestoredinasecurelocation.

Changing a Door Lock (continued)


26

Tile: Cleaning Grout (10minutes)If grout is dirty, you can make it sparkle and shine again by following the steps below.


• CommercialgroutcleanerORall-purposebleach-basedcleaningsolution(use1/4cupofchlorinebleachinonequartofwarmwater)

• Stiffbrush

• Whitetowelorpapertowels

• Groutsealer

Safety• Weareyeandhandprotection,aswellasamask.

Leader’s Instructions:Note: You probably won’t be able to demonstrate any of the tile topics covered, due to the rather messy nature of the work. Just hold discussions instead—encourage participants and invited subject matter experts to share their insights.



3.Askforquestions.


5.Transitiontothenexttopic:“Now,let’slookatournexttiletopic,re-grouting.”

How-to Steps1.Sprayoncommercialgroutcleanerorbleach-basedsolution.

2.Letcleanersoakintogroutforseveralminutes.

3.Scrubgroutwithastiffbrush.

4.Rinsegroutcompletely.

5.Drygroutwithacleanwhitetowelorpapertowels.

6.Applygroutsealertokeepthegroutcleanforuptoayear.


27

Tile: Re-grouting Tile(20minutes)Got chipped, cracked, or missing grout? It’s no problem—just regrout.


• CommercialgroutcleanerORall-purposebleach-basedcleaningsolution(use1/4cupofchlorinebleachinonequartofwarmwater)

• Stiffbrush

• Toothbrush

• Groutsaworputtyknife

• Tilegrout

• Cleansponge

• Cleancloth

• Groutsealer

• VacuumandGroutFloat


• Becarefulusinggroutsawsandputtyknives.


2.Coverthehow-toinformationonthenextpageofthisguide.(Thisinformationisalsoonpages28oftheparticipants’Resource Guide.)

3.Askforquestions.


5.Transitiontothenexttopic:“Butwhatifatilebecomeschippedorcrackedandyouneedtoreplaceit?Let’slookathowtodothatnow.”


28

How-to StepsStep 1: Prepare the Area

1.Scrubthetileandgroutthoroughlywithastronghouseholdcleaner.

• Ifthereisanymildew,scrubthetilejointswithatoothbrushdippedinbleachandrinsethoroughly.

2.Removeanydamagedgroutwithagroutsaw,puttyknife,orothersharptool.

3.Vacuumupthemess.

Step 2: Apply Grout and Sealer1.Mixgroutaccordingtothepackageinstructions.

2.Scrubtheareaagain,butthistime,leaveitdamp.

3.UseaGroutFloattoapplygroutwhereneeded, wipingfirmly.

4.Smooththenewgroutwithaclean,dampsponge.

5.Applymoregroutasneededandsmoothagain,until thetilejointsarecompletelyfilled.

6.Applymoregroutasneededandsmoothagain,untilthetilejointsarecompletelyfilled.A“haze”ofdriedgroutingmaterialwillappearonthetilesurface.Oncethishazeisdry(notshinyanymore),removewithacleanterryclothtowel.Ifthisisdoneearlyyoucouldsavetimeonthecleanupbybeingabletoomitstep7.

7.Scrubthetilewithacleanclothtoremoveany driedgrout.

8.Applygroutsealer.

Tile: Re-grouting Tile(continued)


29

Tile: Replacing Tile (20minutes)If tile is damaged, you can replace it without ruining the tiles around it.


• Drill

• Hammer

• Coldchisel

• Prybar

• Puttyknife

• Notchedtrowel

• Replacementtiles

• Blockofwood

• Tileadhesive

• Tilegrout

• Cleansponge

• Cleancloth

• Groutsealer


• Becarefulusingpowertools,hammers,chisels,prybars,andputtyknives.


2.Coverthehow-toinformationonthenextpageofthisguide..(Thisinformationisalsoonpages30oftheparticipants’Resource Guide.)

3.Askforquestions.


5.Transitiontothenexttopic:“Thatwrapsupourdiscussionontile—andonthekeyinteriormaintenancetopicsourexpertsidentified.Now,we’regoingtoopenupthefloortoyou.”


30

Tile: Replacing Tile (continued)

Beforeremovingoldtile,scarpethegroutfromin-betweenthetile(s)toberemovedandthesurroundingonesthatwillbekepttopreventdamagetothemwhiletheoriginalisremoved.

How-to StepsStep 1: Remove the Damaged Tile1.Drillarowofholesandscorealinewithahammer

andcoldchisel.Or,breakupthetilewiththehammerandcoldchisel.

2.Useaprybaralongthechisellinetopullpiecesof theoldtile.(Afterthefirstoldorbrokenpieceofthe tilecomesout,therestwillcomeoutlikeasnap.)

3.Scrapeouttheoldadhesive,ifpossible,witha puttyknife.

Step 2: Install the Replacement Tile1.Spreadnewadhesivewithanotchedtrowel.

2.Centerareplacementtileinthepatcharea.

3.Placeablockofwoodoverthenewtiletoprotect itssurface,thenseatthetileevenlywiththesurroundingsurface.(Youmayhavetotapitgentlywithahammer.)

4.Lettheadhesivesetaccordingtopackagedirections.

Step 3: Apply Grout1.Mixasmallbatchofgrout.

2.Useaclean,wetspongetoforcegroutintotheseams,thenwipeofftheexcess.Repeatuntilthe jointisfilled.

3.Scrubthetilewithacleanclothtoremoveanydriedandexcessgrout.

4.Sealthegroutwithgroutsealer.


31

Open Discussion: Interior Maintenance and Repair (45Minutes)The world of interior maintenance and repair is both wide-ranging and deep and has literally hundreds of topics a course could explore.

In this part of the training, you’ll get a chance to expand and customize the content of this course by holding an open discussion on interior maintenance and repair.

Leader’s Instructions:You’ll need to plan for this discussion well before the course begins:

1.Chooseyourdiscussiontopics.Wesuggestyouchoosetwotothreebeforehand,andthen,allowparticipantstochooseatopicatthetimeofthediscussion.Potentialtopicsinclude:

• Carpetandfloors • Painting • Cabinetsandcountertops • Doors • Windows • Kitchensandbathrooms • Morein-depthexplorationofthetopicsalreadypresentedinthiscourse

2. Decidehowyouwanttopresentthetopics.Forexampleyoumaywantto: • Doamini-presentationorbriefdemonstration.(Orhaveaninvitedsubjectmatterexpertdothis.) • Askparticipantstosharetheirstoriesandexperiencesrelatedtothetopic. • Holdaquestionandanswersession. • Askparticipantstosharetheirbestideasonthetopic.

Then, when it’s time to actually hold the discussion:

1. Introducethediscussionandexplainhowitwillwork.Haveparticipantstakenotesonpage31oftheirResource Guide.

2. Watchyourtime.45minuteswillgobyveryquickly.


32

Curb Appeal and Exterior Inspections (30minutes)In this part of the training, you’ll move outside the building to talk about another highly familiar and important topic—curb appeal. You’ll also introduce a tool for conducting semi-annual inspections of the exterior of an apartment building.

Sofar,we’vespentthisentirecourseinsidetheapartmentbuilding—now,wecanfinallymoveoutside.

Thetruthis,manyofthekeyactivitiesassociatedwithexteriormaintenanceandrepair—roofing,landscaping,irrigation,paintingandsiding,swimmingpools,spas—areoftendonebycontractors.

Butwhenitcomestoatypeofexteriormaintenancecalledcurbappeal,youhaveakeyrole.


Youalreadyknowthegoalofcurbappeal:tomakesurethattheoutsideappearanceoftheapartmentcommunity—anditspublicareasinside—alwayslookattractivetothosewhoseeit.

Muchlikethemake-readymaintenancewediscussedatthebeginningofthisclass,youneedtodevelopacarefuleyeforcurbappeal.Youneedtoseethegroundsthroughtheeyesofcurrentresidents,potentialfutureresidents,andthoseofyourownerormanagementteam.

Youalsoneedtoguardagainstcurbappealmaintenancebecomingtooroutine,orjustabunchofitemstocheckoffonalist.Youneedtokeepaskingyourself:

• Isthisaplaceresidentscanbeproudtocallhome?

• Doesourcommunitypresentapositivefirstimpressiontopassers-byandguests?

• Isourcommunity’scurbappealagreatadvertisementforprospectiveresidents?

Curbappealissoimportantthateveryoneonthecommunityteammustparticipateinit.It’snotjusttheresponsibilityofthoseassignedtocleancommonareasormaintainthegrounds.It’stheleasingconsultant’sjobtopickupthatemptysodapopcanwhenshewalksbyitintheparkinglot.It’sthecommunitymanager’sjobtostraightenuptheofficewhenheseesthatclutterisgettingoutofcontrol.

Andit’syourresponsibilitytodowhatittakestokeepthecommunitylookingintip-topshapeasyoucompletethe day’swork.

Curb Appeal Checklist Manyapartmentcommunitiesusesomesortoftool,likeachecklist,tomakesurethatallcurbappealstandardsare beingmet.

Turntopage33ofyourResource Guidetoseeanexamplechecklist.

Leader’s Note:ThecurbappealchecklistthatfollowsistheonethatappearsintheResource Guide.


33

Property Entrance Yes NoAdequatesignsSignsingoodconditionEntrancewell-landscapedEntrancefreeoftrashandlitterRoadwayorstreetingoodconditionEntranceandsignswell-lit

Landscaping and Grounds Yes NoTrees,shrubsandlawnslookhealthyDeadorunsightlyplantsremovedSeasonalplantsingoodconditionGroundsfreeoftrashandlitter

Building Exteriors Yes NoBuildingcleanandappearsstructurallysoundDoorsandwindowscleanandingoodconditionVisiblepatios/balconiescleanandunclutteredDumpster area cleanDumpsterandperimeterfencingingoodconditionSidewalksingoodconditionandfreeoflitterAreaswell-litMailareasfreeoftrashandlitter

Common Entryways, Hallways, Breezeways Yes NoFloorscleanandfreeoflitterWallscleanandundamagedStairwellsandrailingsclean,uncluttered,andingoodconditionAreaswell-lit

Parking Areas and Driveways Yes NoParkinglotwell-stripedAreasclean,freeoftrashandlitter,andingoodcondition“NoParkingArea”and“FireZone”well-markedAreaswell-lit

Curb Appeal Checklist

Office and Inside Common Use Areas Yes NoAdequatesignsSignsingoodconditionExitsignsclearlyvisibleInteriorwell-landscapedWallsandceilingscleanandingoodconditionDoorsandwindowscleanandingoodconditionBlindsanddrapescleanandingoodconditionTilefloorscleanandingoodconditionCarpetedareascleanandingoodconditionLightsinworkingconditionAreasfreeoftrashandlitterBathroomsclean,freshandfreeoflitter

Inside Recreational Areas Yes NoRulesposted,visibleandingoodconditionEquipmentcleanandworkingproperlyAreascleanandfreeoflitterMirrorsandwindowscleanandundamagedLightsinworkingconditionBathroomsclean,freshandfreeoflitter

Outside Recreational Areas Yes NoRulesposted,visibleandingoodconditionEquipmentclean,undamagedandworkingproperlyAreasfreeoftrashandlitter

Pool/Spa Areas Yes NoRulesposted,visibleandingoodconditionPool/spacleanandwaterclearSafetyequipmentinplaceFencegateslatchproperlyFurniturewellarranged,cleanandundamagedAreaswell-landscapedAreaswell-litAreasfreeoftrashandlitter

Laundry Rooms Yes NoFloorscleanandfreeoflitterWallscleanandundamagedMachinesclean,undamagedandinworkingorderTrashreceptaclesavailableandingoodconditionLightsinworkingcondition

Completethischecklistatleastonceaweek,orasoftenasyourcompanyrecommends.

Thesechecklistscanbeusedinmanyways.Theteammembersdoingtheday’scurbmaintenancemayusethechecklisttomakesuretheydon’tmissdoinganimportanttask.Supervisors—andyes,maybeyou—mayusethemtoinspecttheworkalreadydone.

Now,I’mgoingtogiveyouthreeminutestoreadthesamplechecklist,andthenwe’llspendafewminutesdiscussingit.

Leader’s Instructions:1.Giveparticipantsthreeminutestolookoverthesamplecurbappealchecklist.

2.Askthefollowingquestions: • Doesyourcommunityuseasimilarchecklist? • Howdoesyourcommunityusethechecklist? • Whatitemswouldyouaddtothissamplechecklist? • Whatitemsmightyoudelete?

Curb Appeal and Exterior Inspections (continued)


34

Curb Appeal and Exterior Inspections (continued)Swimming Pool Area SafetyTurntopage34inyourResource Guide.

Let’stakeacoupleofminutestozeroinonanimportantpartofthesampleCurbAppealChecklist,theswimmingpoolandspaareas.Yourapartmentcommunitymustmeetcertainfederal,state,andlocalsafetyrequirementstokeeptheseareassafeforresidentsandguests.Theserequirementsinclude—butarenotlimitedto—safetymeasuressuchashaving:

• Visibledepthmarkersaroundthepool.

• Self-closingandself-latchinggatesleadingintothepoolarea.

• Life-savingequipment,suchasshepherd’shooksandliferings.

• Adequatelightinginandaroundthepoolarea.

• Aphoneforemergencies.

• Thepropersigning.

Tomakesureyourcommunityisinfullcompliancewithallfederal,state,andlocalrequirements,checkwithyourmanagementteam.

Asforthewaterinthepoolorspaitself,youmayberequiredtohavespecialtrainingandcertificationbeforeyou’repermittedtoworkonimprovingormaintainingwaterquality.Ifyou’reinterestedingettingthistraining,talkwithyoursupervisor.


35

Pool Equipment and Tools:Pollutioninpoolwatercomeseitherfromtheenvironmentoriscarriedintothewaterbyswimmers.Environmentalpollutionincludesdust,leaves,chemicalwastes,pollen,spores,andbacteriaandsoon,thatareblownintothewaterbythewind.Swimmerscarryotherpollutantsintothewatersuchassweat,suntanoils,urine,bacteria,viruses,etc.

The basic components of a pool system are: Pump, backwash valve and filter.

Thepoolpumpensuresthatthepoolwatermovesthroughthefilterseveraltimeseveryday,thusremovingunwantedpollutantsanddisinfectedorganicmaterialsasquicklyaspossible.

Backwashing,viathebackwashvalve,sendswaterbackwardsthroughthefilterandflushesthetrappeddirtoutandgoesintothewastedrain.Thetechnicianwillknowitistimetobackwashwhenthefilterpressureisover10psihigherthannormalasreadonthefilterpressuregauge.Afterbackwashing,youwillnoticeanincreaseinreturnpressuretothepool.

Today,themostpopulartypeofwaterfilterforpoolsaresandfilters,atypeoffilterthatismucheasiertomaintainthanpreviousmodels.Whenthefilterhasaccumulatedalargeamountofdirt,thewatercannotpassfreelythroughthesandandthefilterlosesefficiencyasthepressureincreases.

WaterChemistry:

Everyday,swimmingpoolwaterneedstobetestedtoensurecertainlevelsofpoolchemicals.AbalancedswimmingpoolneedstohavethepHandchlorinelevelscheckedandcorrectedonaregularbasis,theotherchemicalvaluesbeingmeasuredlessfrequently.

ThepHisoneofthemostimportantfactorsinpoolwaterbalanceanditshouldbetestedandcorrectedeveryday.pHisthemeasureofhowacid/alkalinetheswimmingpoolwateris.ApHof7.0isneutral;below7.0isacidicandabove7.0isalkaline.Asareference,thepHofoureyesis7.5.AccordingtotheNationalSwimmingPoolFoundation,thestandardforacceptablepHlevelofaswimmingpoolisbetween7.4and7.6

Thedesirablelevelofavailablechlorineinthepoolis1.0-3.0ppm,with2.0ppmbeingtherecommendedideal.Addchlorineaccordingtothetestresults.Foraspaorhottub,thebestsanitizingagentisBrominesinceitworksmoreeffectivelyathighertemperature.Asaroughguide,apoolneedsabout600gramsofgranularchlorine(2-3cups)foreach50,000litersofwatertwiceaweekduringthehotswimmingseason.

Aswithanymaintenanceprocedure,consultyourstateandlocalrecommendationsasitrelatestothechemicalsinswimmingpoolwater.


36

Curb Appeal and Exterior Inspections (continued)

Curb Appeal Ideas and Advice Throughoutthiscourse,you’vebecomeprettyusedtosharingyourbestideasandadvicewithyourfellowparticipants.Now,yougettothatdoagain,thistimewithcurbappeal.


I’mgoingtogiveyouthreeminutestowritedownyourbestcurbappealtips,andthenwe’lldiscussthemasalargergroup.

Leader’s Instructions:1.GiveparticipantsthreeminutestowritetheirbestcurbappealtipsintheirResource Guide.

2.Conductafiveminutediscussionafterwards: • Askparticipantsfortheirideas. • Writethemontheflipchart. • Inviteparticipantstotakenotesonpage32oftheirguide. • Addyourideas,too.

Thankyouforgivingussomeofyourbestideasagain.Andnow—feelfreetoapplaud—it’stimetopresentthelastofficialtrainingtopicofthecourse,inspectingtheexteriorofapartmentbuildings.


37

Inspecting Building ExteriorsEventhoughyouprobablywon’tberepairingtoomanythingsontheoutsideofyourcommunity’sbuildings,Istronglyrecommendthatyouinspecttheoverallconditionofthebuildingexteriorsatleasttwiceayear.

Agoodinspectioncanidentifypotentialproblemsbeforetheybecomeincrediblycostlytorepair—orpotentiallyhazardoustoresidentsandcommunityteammembers.

Ifyouturntopage37inyourResource Guide,you’llseeasampleBuildingExteriorChecklistyoucanusetoconductthesesemi-annualinspections.

Building Exterior ChecklistInspector: Date:

Good Fair Poor

LAND GRADING o o oCheck for: Sink holes, low areas that hold water, trip hazards, needs regrading.Notes:

Good Fair Poor

GARAGE o o oCheck for: Proper ventilation, lighting, markings, signs, problem areas.Notes:

Good Fair Poor

RETAINING WALLS o o oCheck for: Leaning, deteriorating materials, wash outs.Notes:

Good Fair Poor

LANDSCAPING o o oCheck for: Plants with disease, insects interfering with the building or A/C units, traffic problems for pedestri-ans, overall look, missed areas.Notes:

Good Fair Poor

DRIVEWAY/WALKWAYS o o oCheck for: Potholes, trip hazards, striping and markings in good shape.Notes:

Good Fair Poor

DECKS/PATIOS o o oCheck for: Overall structural soundness, deteriorating materials, hand rails tight and secure, missing boards or slats, coatings in good shape.Notes:

Good Fair Poor

PORCHES o o oCheck for: Trip hazards, coatings, hand rails, lighting.Notes:

Good Fair Poor

ROOF o o oCheck for: Shingles curling or missing, tiles tiles missing or cracking, storm damage, holds color, sagging roof.Notes:

Good Fair Poor

LEADERS/GUTTERS o o oCheck for: Gutters missing or leaning, debris in gutter; down spouts missing or plugged.Notes:

Good Fair Poor

CHIMNEY o o oCheck for: Damaged vent stacks, separated stacks, creosote build-up in vents, damaged vents and damp-ers, working dampers.Notes:

Good Fair Poor

SIDING o o oCheck for: • Wood: Rotten, splitting, missing siding.• Wood shingles: Rotten, weathered, thin, missing.• Aluminum: Damaged, missing, broken panels.• Vinyl: Missing, torn, split, damaged siding.• Stucco: Holes, broken spots/areas, leaking.• Stone: Missing, broken, holes.• Brick: Broken, missing, leaning bricks.• Asbestos Cement: Stay away unless asbestos trained.Notes:

Good Fair Poor

TRIM o o oCheck for: Damaged or missing, misaligned.Notes:

Good Fair Poor

WINDOWS o o oCheck for: Damaged, broken, leaking, misaligned.Notes:

©2011NationalApartmentAssociation.Allrightsreserved.

Completethischecklistatleasttwiceayear—inspringandinfall—orasoftenasyourcompanyrecommends.

Leader’s Instructions:Spendaboutfiveminutesgoingovertheitemsonthefollowingchecklist,clarifyinganyterminologyandansweringquestionsalongtheway.


38

Key Takeaways, Action Plan, and Wrap-up(15minutes)Participants have just learned about interior and exterior maintenance. It’s time for them to make the most of their newfound knowledge by taking action on what they have learned.

In this part of the training, participants will briefly review the key takeaways for this course, write a brief “Start/Stop/Continue” action plan, and then be introduced to the supplemental online training for this course.

Well,you’vecomealongway.Inthiscourse,we’vecoveredtheseinteriorandexteriormaintenanceandrepairtopics:

• Make-readymaintenance

• Caulking

• Ceilingsandwalls

• Locks

• Tile

• (Talkaboutyourinteriormaintenancediscussiontopicshere)

• Curbappeal

• Swimmingpoolareasafety

• Andbuildingexteriorinspections

Now,tocrossthefinishlineforthiscourse,therearejustthreethingsremaining:

• Takingalookatthekeytakeawaysforthiscourse

• Havingyouwriteasimpleactionplan

• Andintroducingyoutothesupplementalonlinetrainingforthiscourse

Let’sstartwiththekeytakeaways.Turntopage39inyourResource Guide.


39

Key TakeawaysIt’s not easy to sum up a course that has covered as much ground as this one has. But we’ve tried, by identifying eight key takeaways that you can use once you get back on the job:1. Developbothamake-readyandcurbappeal“eye.”Learnhowtoseeajust-vacatedapartment—ortheapartment

groundsandpublicareas—throughtheeyesofcurrentandfutureresidents,aswellasthoseofyourmanagementteamorowner.

2. Completemake-readyandcurbappealactivitiesasquicklyasyoucanwithoutcompromisingquality.

3. Eventhoughyoumayhavehundredsofmake-readyandcurbappealactivitiesunderyourbelt,resistthetemptationtothinkofthemas“justanotherkitchentoclean”or“onemorechecklisttogetdone.”Bothactivitiesdemandyourfullattentionandbesteffort.

4. Usethechecklistsandtrackingtoolsyourcommunityprovidesformake-readyandcurbappealmaintenance.Ifyoudon’thavethesetools,considerusingthesamplechecklistsinyourResource Guide.

5. Usetherepairtechniquesyou’velearnedtodaytoimprovethespeedandqualityofyourwork.

6. Doyourbesttokeepupwiththelatestadvancesintools,technology,andtechniquesastheyrelatetointeriormaintenanceandrepair.

7. Makesureyourswimmingpoolandspaareasareinfullcompliancewithallfederal,state,andlocalsafetyrequirementsatalltimes.

8. Considerdoingsemi-annualinspectionsofbuildingexteriorstoidentifyissuesbeforetheybecomecostlytorepairorhazardoustothecommunity.

Withthesetakeawaysinmind,let’snowmoveontohavingyouwriteanactionplan.Turntothenextpageinyour Resource Guide.


40

“Start/Stop/Continue” Action PlanThepointofanactionplanissimple.Itgetsyouthinkingaboutwhatyou’velearnedtoday,andthenasksyoutowritedownafewthingsyou’lldodifferentlybackonthejob.

You’llbedoingasimpleandrealisticactionplantodaycalled“Start/Stop/Continue.”Allyouneedtodoisreflectonthethingsyou’velearnedinthiscourse,andbasedonthat,writeonethingyouwanttostartdoing,stopdoing,andcontinuedoingwhenyoureturntoyourapartmentcommunity.

Then,ifyoucanworkonthesethreethingsforthenextmonth,you’llmostlikelyimproveyouron-the-jobskills,feelmoreconfident,andjustenjoyyourtimeasamaintenancetechnicianevenmore.

I’mgoingtogiveyoufiveminutesnowtoworkonyour“Start/Stop/Continue”plan,andremember,thisplanisforyouandyoualone.Youdon’tneedtoshareitwithanyone,unlessyou’dliketo.

Leader’s Instructions:Giveparticipantsfiveminutestoworkontheir“Start/Stop/Continue”actionplans,andansweranyquestionsalong theway.

Thankyoufortakingthetimetoworkonyourplan.Iwishyouallthebestasyouworkonitoverthenextmonth.


41

Supplemental Online TrainingBeforewebringthiscoursetoitsofficialclose,Iwanttotellyouaboutanotherwayyoucanbuildon—andreinforce—whatyou’velearnedtoday.

Aspartofthiscourse,youcanalsocompleteabriefonlinetrainingcourseonInteriorandExteriorMaintenanceandRepair.Thecoursewilltakeapproximately30minutes,anditwillcostyounothingextra.Youcanaccessandtakethecourseonyourhomecomputer,acomputerinapublicplacelikealibrary,oracomputeratwork,aslongasyourhaveyoursupervisor’spermissiontodoso.

YoucanfindtheinstructionsforaccessingthecourseontheinsidefrontcoveryourResource Guide.

ClosingThankyouforbeingapartoftoday’sInterior and Exterior Maintenance and Repaircourse.

IwishyouthebestofluckasyoupursueyourCAMTdesignation,andallthebestbackonthejob,too.It’sbeenmypleasuretobeyourinstructor.

Leader’s Instructions:Iftherearenofurtherquestionsorcomments,dismisstheparticipants.

OnbehalfoftheNAAandyourlocalaffiliate,thankyouforteachingthe“Interior&ExteriorMaintenanceandRepair”course.


42

Appendix: Suggested Training Kit for this CourseIf you choose to conduct demonstration and hands-on practice, which is highly recommended, work with your NAA affiliate to put together a training kit of tools and materials you can use in the course. This kit will not be expensive, but it will take a little planning and time to complete.

Tools and Materials NeededFor the Caulking Demonstration:

• Bluepainter’stape

• Caulkinggun

• Acryliclatexcaulk

• Scrapdrywallwithapieceofscrapwoodtrimgluedtoit

For the Dented Drywall Demonstration:

• Jointcompound

• Dentedscrapdrywall

• Spackleorwallboardtapingknife

For the Popped Nail/Dimpling Demonstration:

• Hammer

• Scrapdrywall

For the Small Hole in Drywall Demonstration and Hands-On Practice:

• Severalpiecesofscrapdrywallwithsmallholesinthem

• Adhesivemetal/meshpatches

• Jointcompound

• Spackleorwallboardtapingknives

For the Orange Peel Repair Demonstration and Practice

• Severalpiecesofscrapdrywallorcardboard

• Jointcompound(formanualtechnique)

• Painttrays(formanualtechnique)

• Smallnaprollers(formanualtechnique)

• Spraytexturepatch(forspraytechnique)


43

Make Ready Checklist

Living Room OK Fix InitialsSignage/NumberDoorViewerDoorFinishLockSetFrame/ThresholdWallSwitchesDoor StopWallsCeilingReceptaclesBaseboardsWindowsWindowLocksLightsThermostatVentsCableConnectionWaterHeatersPreventiveMaint.

Kitchen OK Fix InitialsWallsFloors/VinylCeilingLightsReceptaclesGFCICabinetsDrawersCountersCaulkingSinkFaucetDisposalPlumbingDishwasherRefrigeratorRangeHoodMicrowaveVentsBaseboardRef.Coils,CleanPaintA/CHeatingVinylAeratorPreventiveMaint.

Bathrooms OK Fix InitialsReceptacles/GFCILightsWallsTileCeilingFloorToiletMechanicsToiletSeatShowerHeadTubSpoutTubStopperMixerValveGrout/CaulkingShowerDoorsSinkAeratorP-TrapTPHolderTowelBarFaucetExhaustFanMirrorMedicineCabinetPreventiveMaint.

Blinds OK Fix InitialsCordsGuidesSlatsScreens

Bedrooms OK Fix InitialsWallsCeilingBaseboardReceptaclesClosetDoorsClosetShelvesWindow/LocksDoors/HandlesPreventiveMaint.

Mandatory Items OK Fix InitialsEntryDoorLockWindowLocksSliderLockStorageLockFireAlarmFireExtinguisherGarageDoorOpenerA/CFilterHoodFilterSubPanelPorchLightingPreventiveMaint.

Date: Unit:

©2011NationalApartmentAssociation.


44

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commends.


45

Building Exterior ChecklistInspector: Date:

Good Fair Poor

LAND GRADING o o oCheck for: Sink holes, low areas that hold water, trip hazards, needs regrading.Notes:

Good Fair Poor

GARAGE o o oCheck for: Proper ventilation, lighting, markings, signs, problem areas.Notes:

Good Fair Poor

RETAINING WALLS o o oCheck for: Leaning, deteriorating materials, wash outs.Notes:

Good Fair Poor

LANDSCAPING o o oCheck for: Plants with disease, insects interfering with the building or A/C units, traffic problems for pedestri-ans, overall look, missed areas.Notes:

Good Fair Poor

DRIVEWAY/WALKWAYS o o oCheck for: Potholes, striping and markings in good shape.Notes:

Good Fair Poor

DECKS/PATIOS o o oCheck for: Overall structural soundness, deteriorating materials, hand rails tight and secure, missing boards or slats, coatings in good shape.Notes:

Good Fair Poor

PORCHES o o oCheck for: Trip hazards, coatings, hand rails, lighting.Notes:

Good Fair Poor

ROOF o o oCheck for: Shingles curling or missing, tiles missing or cracking, storm damage, holds color, sagging roof.Notes:

Good Fair Poor

LEADERS/GUTTERS o o oCheck for: Gutters missing or leaning, debris in gutter; down spouts missing or plugged.Notes:

Good Fair Poor

CHIMNEY o o oCheck for: Damaged vent stacks, separated stacks, creosote build-up in vents, damaged vents and damp-ers, working dampers.Notes:

Good Fair Poor

SIDING o o oCheck for: • Wood: Rotten, splitting, missing siding.• Wood shingles: Rotten, weathered, thin, missing.• Aluminum: Damaged, missing, broken panels.• Vinyl: Missing, torn, split, damaged siding.• Stucco: Holes, broken spots/areas, leaking.• Stone: Missing, broken, holes.• Brick: Broken, missing, leaning bricks.• Asbestos Cement: Stay away unless asbestos trained.Notes:

Good Fair Poor

TRIM o o oCheck for: Damaged or missing, misaligned.Notes:

Good Fair Poor

WINDOWS o o oCheck for: Damaged, broken, leaking, misaligned.Notes:

©2011NationalApartmentAssociation.Allrightsreserved.

Completethischecklistatleasttwiceayear—inspringandinfall—orasoftenasyourcompanyrecommends.


46

MAKE READY BOARD

Apt# FloorPlan Move-OutDate

Trash-Out Paint Make-

Ready

Cleaning Carpet Final

Inspection

Comments Move-In

Date

NAAEI thanks you for taking this portion of the Certificate for Apartment Maintenance Technicians (CAMT) series.

Handouts from this course, including CAMT Skill Checks and other resources may be downloaded from the NAA Web site by visiting:

www.naahq.org/education/CandidatesOnly

http://www.naahq.org/education/CandidatesOnly


47

EEDUCATIONDUCATIONIINSTITUTENSTITUTE AAppaarrtmtmenenttCCaarreeeerrHHQQ.org.org

4300 Wilson Blvd., Suite 400Arlington, VA 22203

703/518-6141 FAX 703/[email protected]

www.naahq.org

®

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