Resident Services

SECTION 6 RESIDENT SERVICES
Service Requests................................................................................................................................. 4 Identifying Service-Related Problems ...................................................................................... 5 Follow Up on Service Requests ............................................................................................... 9 Work Pending File .................................................................................................................... 9 Permanent Maintenance Files .................................................................................................. 9 Service Calls After Hours (On-Call) .......................................................................................... 9 Maintenance Emergencies ..................................................................................................... 10 Contract Services .............................................................................................................................. 12 Corporate Work Order Guidelines .......................................................................................... 13 Proposals (Bids) ..................................................................................................................... 14 Verifying References............................................................................................................... 15 Approval ................................................................................................................................. 16 Contract Preparation .............................................................................................................. 17 Fair Housing and Contractors ................................................................................................ 18 Contract Checklist .................................................................................................................. 18 Standard Contract Agreement ............................................................................................... 19 Insurance Requirements ........................................................................................................ 22 Contract Verification Form ..................................................................................................... 23 Waiver of Lien ......................................................................................................................... 24 Contractors Receipt of Final Payment (Final Release and Waiver of Lien) ........................... 25 Contract Expirations and Renewals .......................................................................... 29 Contract Services Schedule ...................................................................................... 30 Swimming Pools/Spas ...................................................................................................................... 31 Pool/Spa Standards ............................................................................................................... 31 Pool/Spa Maintenance ........................................................................................................... 32 Swimming Pool/Spa Service Log ........................................................................................... 32 Refrigerant Recovery/Recycling Program ......................................................................... 33 Refrigerant Recovery/Recycling Log ......................................................................... 33 Accidental Refrigerant Release .............................................................................................. 33 Refrigerant Release ................................................................................................................ 33 Landscaping Standards .................................................................................................................... 34 Cleanup Standards................................................................................................................. 34 Flowerbed Standards ............................................................................................................. 35 Lawn Chemical Application .................................................................................................... 36 Mowing Specifications ........................................................................................................... 37 Make-Ready ....................................................................................................................................... 38 Make-Ready Preparation ....................................................................................................... 38 Make-Ready Schedule ........................................................................................................... 39 Apartment Painting Specifications ......................................................................................... 39 Painting Make-Ready Checklist ............................................................................................. 42 Apartment Cleaning Specifications ........................................................................................ 43 Cleaning Procedures .............................................................................................................. 46 Make Ready Checklist............................................................................................................ 50 Make Ready Checklist Spanish.............................................................................................. 50 Maintenance Check and Checklists ....................................................................................... 50 Preventive Maintenance ................................................................................................................... 59 Monthly Preventive Maintenance ........................................................................................... 59 Page 1
Adara Communities Standard Operating Procedures | Resident Services
Monthly Preventive Maintenance Checklist ........................................................................... 59 Monthly Inspection ................................................................................................................. 60 Pool Inspection Checklist ....................................................................................................... 72 Community Assessment Survey ............................................................................................ 72 Mold Contamination .......................................................................................................................... 73 Detecting Mold ..................................................................................................................... 74 Correcting Conditions Leading to Mold ............................................................................... 74 Repair Guidelines for Moisture Damage .............................................................................. 75 Tool and Equipment Inventory ......................................................................................................... 79 Tool and Equipment Log ..................................................................................................... 79 Safety .................................................................................................................................................. 80 Safety Policy Statement ......................................................................................................... 80 Code of Safe Practices .......................................................................................................... 81 Fire Extinguisher Safety.......................................................................................................... 83 Circuit Protection Devices (Lockout/Tag out) ........................................................................ 83 Ladder Safety ......................................................................................................................... 85 Safety Meetings...................................................................................................................... 86 Hazard Communication .................................................................................................................... 86 How to Comply with the Standard ......................................................................................... 87 Hazardous Chemical Storage ................................................................................................ 88 Hazardous MaterialsEmployee Training and Information ................................................... 89 Chemical Inventory Quick Reference Chart ........................................................................... 89 Personal Protective Equipment ....................................................................................................... 90 Biological Hazards ............................................................................................................................ 91 Bio-Hazard Procedures .......................................................................................................... 91 HIV in the Workplace ............................................................................................................. 92 Hepatitis in the Workplace .................................................................................................... 94
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THIS SECTION IS STILL BEING WORKED ON TODAY!
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SERVICE REQUESTS
Record the request immediately in the computer system as a Service Request for that apartment number.
quests are prioritized based on importance and scheduled by the Manager of the Community. Also record preventive maintenance as a Service Request in the computer system. Service Re-
NOTE:
The Service Request must be printed and distributed to the appropriate Service Technician. The Service Technician completing the work will fill out appropriate sections; i.e. time in/out, action taken, description of
work performed, supplies used and signature.
The second copy of the Service Request must be left in the apartment.
entered into the computer system DAILY.
(Writing Done or Complete is not sufficient) Completed Service Requests must be
The original copy of Service Request must be returned to the Community Manager.
A follow-up call must be made to promote customer satisfaction. The call must be noted on the Service Request copy
returned to the office and placed in the Residents file.
File the completed original copy in a Service Request file located behind each resident file. Service Request turn around time must be 48 hours unless parts and/or additional assistance is needed; if this occurs the
customer must be notified of the reason for the delay.
ACCEPTING A SERVICE REQUEST

Careful documentation of a Service Request is critical. When a request is received, the correct date, time, apartment number, residents name, residents telephone number, and who takes it must be recorded. When a request is called in, the resident must be asked if we have permission to enter his/her apartment. We would routinely expect a resident to say yes. If the resident says no and wants us to do work after hours, overtime costs of having our personnel do that work must be paid by the resident. Describe the request fully. Do not say, air conditioner doesnt work. Try to get as much information as you can. ASK QUESTIONS! This saves the Service Technician time in trying to discover what the problem might be. Asking questions might also help to discover an answer to the problem without sending service personnel to the apartment. If electricity is involved, always ask if the resident has checked the breaker. Stay on hold while they go and check the breaker.
IDENTIFYING SERVICE-RELATED PROBLEMS

The following questions will aid in determining the type of service needed: AIR CONDITIONING AND HEATING SYSTEM: Is the unit running (part time, all of the time, not at all, was it shut off for a period of time)? Is the unit making an unusual noise? (If yes, ask the resident to turn the unit off.) Is the unit putting out hot or cold air? Is the unit leaking? (If so, advise the resident to turn it off and write the time it was turned off on the Service Request.) If The System Does Not Cool: Is the thermostat set below room temperature? Is the thermostat selector set on cool?
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Adara Communities Standard Operating Procedures | Resident Services Have you blown a fuse or tripped the circuit breaker? Are draperies drawn to reduce effects of outside temperature? Is the filter clean? If The System Does Not Heat: Is the thermostat set above room temperature? Is the thermostat selector set on heat? Have you blown a fuse or tripped the circuit breaker? Are drapes drawn to reduce effects of outside temperatures? REFRIGERATOR: Is unit operating? Is food in danger of immediate spoilage? Is cord plugged in? Have you blown a fuse or tripped a circuit breaker? If you have a frost-free model, have you checked the front grills for heavy dirt accumulation and cleaned if necessary? Does the light come on when the door is open? Can you tell me what your controls are set on? Is there any moisture on the outside of the refrigerator? Is the door completely shut? Is there any water in the bottom of the refrigerator? Is it making any unusual noise? RANGE (GAS): Is the pilot light lit? Are gas flame holes in the cooking element clogged? (Flames must not be coming from the middle of the element) If the oven is not heating properly, is the heat sensing capillary tube in the oven covered with grease or oven cleaner? (This can cause false temperature readings.) RANGE (ELECTRIC): If the burner is not working, are all the burners not working or just one? If all burners are not working, have you checked the breaker? If only one burner is not working, is the burner eye plugged in correctly? If the bake and/or broil element is not working, is the dial set on bake or broil? Is the temperature dial set correctly to baking temperature or to broil? Is the breaker on? DISHWASHER: Is the control that starts the dishwasher in the ON position? Is the door closed and locked? Have you checked the circuit breaker? Have you checked for a wall switch to be turned on? Page 5
Adara Communities Standard Operating Procedures | Resident Services If leaking, where is the leak? If leaking, what type of detergent have you been using? If not cleaning, are you scraping the dishes thoroughly before loading them? How many times a day are you washing dishes? Are you operating it during or immediately after hot water usage, such as showers or washing clothes? Are you loading the dishwasher so the water flow is not restricted? Have you checked the bottom of the dishwasher for blockages of the water passage? HOT WATER HEATER: If no hot water, have you checked the breaker? If no hot water, have you recently ran the dishwasher, taken shower or used the washer? Explain that the hot water heater only holds approximately 30 gallons of hot water and must reheat prior to using more. If leaking, request that the resident turn off breaker and turn off water. When servicing a Hot Water Heater it is noticed that it does not have a drip pan it must be ordered and installed. (Plastic pans preferred) SMOKE DETECTOR: Is it making a beeping noise when you press the red button? Is it connected to the ceiling? Always check the battery. SINK OR TUB: If not draining, do you know of any obstruction? Have you tried plunging? (Make sure the resident covers the overflow when they try this.) Can you see the stopper and is it completely up? Have you put any type of drain opener in the drain? Advise resident not to place any chemical(s) in the drain. If the unit is occupied, first choice of resolution must be some type of drain snake. ELECTRICAL: If the outlet or switch is smoking or the lights get dim, ask the resident to shut off the main breaker. If the outlet is not working, is it operated by a switch on a wall? GARBAGE DISPOSAL: If there is a humming noise, ask the resident to turn the switch off until maintenance has checked it. If it will not turn on, have you tried the reset button? This is usually found on the bottom of the casing of the disposal. Have you checked the circuit breaker? If there is a clanging noise, have you checked for a foreign object in the disposal? If leaking, ask the residents to turn it off, place a container under the leak and do not use that side of the sink until maintenance has repaired the problem.
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Adara Communities Standard Operating Procedures | Resident Services TOILET: If toilet is stopped up, do you know of anything that could be blocking the water passage? Have you tried plunging it? If running over, ask the resident to shut the water valve at the base of the toilet where the supply-line meets the wall. If the resident is unable to shut off the valve, then they must take off the cover and raise the float, then place something under the rubber piece at the bottom. If the apartment has two baths, ask the resident to please use the other one until the staff can arrive and fix the problem. If toilet runs constantly, do you have a Freshener inside the tank? Check to see if the chain is loose? Is there an obstruction under the flapper? If toilet fills up slowly, is the water valve located under the toilet tank completely turned on Follow Up On Service Requests The Service Request Call Back must be completed within 24-48 hours after the service request is completed. Call and ask if the work has been completed to the residents satisfaction. This serves the purpose of showing the resident that they are important and confirms that our resident service staff is doing the job. The action taken category must explain exactly what work has been completed. If there ever is a question as to if a service request has been completed the resident must be called. If resident satisfaction is not insured the original Service Request must be returned to the manager for further action.
Work Pending File The work pending file will be maintained by the Community Manager and will contain the last copy of all Service Request Pending Report. This report can be printed from the computer system under Pending Work Orders.
Permanent Maintenance Files A permanent maintenance file must be maintained on each unit in apartment number order. The original copy of each request is filed behind the appropriate apartment number. In addition, a file will be maintained on each individual building, in building order. This includes the office, laundries, etc. These files are maintained for two years only. At the end of this time, all Service Requests must be filed and permanently stored.
Service Calls after Hours (On-Call) The Community Manager and the Maintenance Supervisor will determine the on-call schedule for all maintenance personnel. The Community Manager will serve as the on-call contact and determine whether maintenance must be dispatched to handle the service request after hours. It is the responsibility of the Service Technician on call to:
Maintain professional behavior. Have a working phone. Carry a pager. Respond immediately (within 15 minutes) when phoned or paged. If required to respond to an after hour call the expected arrival time is within 30 minutes of dispatch. Dress appropriately, wearing a company shirt or jacket. Wear the company identification badge. Have access to the necessary tools and equipment to perform a service request. Access and knowledge to community cut offs and disconnection procedures. Notify the Community Manager of any severe emergency or crime. Refrain from consuming alcohol. Prepare a service request for the service on the next working day. Document time spent on the overtime log. Time not reported when after hour service is provided will not be
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Adara Communities Standard Operating Procedures | Resident Services paid.
MAINTENANCE EMERGENCIES
If asked to respond to an after-hours call it must be responded to using the following detailed listed procedures. The Service Technician will handle after-hours emergency requests in a routine manner except that they will register the request the following day. At those times when maintenance staff is not on the property, the Community Manager or Assistant Manager must personally check out any maintenance emergency. Do not call an outside contractor without supervisor approval. If an outside contractor must be called, attempt to determine the charge at the time.
First contact the resident by telephone within 10 to 15 minutes of initial call and assess the request for service to
determine the appropriate response. Maintenance on-call must be able to arrive at the community within 20 to 30 minutes. Prepare a service request for the service on the next working day. If there is any question or doubt as to whether a situation is an emergency, respond. Maintenance Emergencies Defined No heat or air conditioning when temperature is extreme. Electrical or gas failure of any nature. Overflowing commode. Stopped-up commode if only one is available. Water problems (severe plumbing or roof leaks, broken pipes, other water leaks) and no hot or cold water. Malfunction of an essential appliance. Any unsecured entry. Malfunctioning controlled access gates. Any threatening situation that may result in the loss of life or personal property: Fire Flood Severe weather (weather-related damage to doors, locks, windows, etc.) Police action Protecting a crime scene (i.e., repairing broken windows, locks, doors, etc.)
PAY IT FORWARD
ADARA Philosophy: Pay-It-Forward: As an Adara team member we should always be willing to lend a helping hand. Therefore it is not out of the ordinary to assemble together as a task force to tackle any immediate need that a community might have (this includes: service requests, make-ready assistance, preventative maintenance, liability concerns etc). District Mangers are approved to assemble task force teams that might work on weekends for specific projects. Corporate HR approval is required if over 4 (four) hours overtime pay is involved, however if there is a specific task at hand and a goal to accomplish most of the time these requests should be approved. Planning and organization is key ingredient to accomplish the goal. Selection of Team Members depends on the task at hand. Identify the needs and deploy the best resources available. Be certain to plan ahead and have supplies on hand to complete the tasks, notify the residents ahead of time and use appropriate start Page 8
Adara Communities Standard Operating Procedures | Resident Services times if executing the task on the weekend. For successful execution, it is essential to have leadership involved on the day of the task (district manager and or community manager should be present this promotes team spirit and camaraderie).
CONTRACT SERVICES
Service Requests that are beyond the capability of the community staff are to be entered into the computer system under Corporate Work Orders. All contractors must be able to provide a proof of insurance schedule, work references and be able to perform work as outlined with company specifications. Each contractor must be set up as a vendor before a check will be issued and before work can be performed. The contractor must be informed about payment schedules so they have realistic expectations of exactly when they will receive a check. The Community Manager must gather all data and prepare all contract paperwork. That paperwork must be directed to the Corporate Office. Corporate Executives are the ONLY persons authorized to sign contracts. If there is a potential risk of damage to a person or community in an emergency situation, you must proceed with contract work prior to approval by an authorized corporate representative or RVP. Contact your District Manager immediately after the emergency situation has been corrected. Scope of Work The specifications contained in this section of your manual will serve as scope of work details for contractors. For other contract services, you must first outline the scope of work details. The following must be included:
Type of service to be performed. Description of materials to be used. List of subcontractors the contractor may use. Exact location on community for service. Time requirements for job completion. Insurance requirements. Payment arrangements.
For assistance in preparing detailed specifications, contact your District Manager. It is important that each project has scope of work detailed, no matter how insignificant the project may appear. When securing bids from contractors, each contractor must receive the same scope of work details so all bids will be consistently based on the same service. Corporate Work Order Guidelines If you do not have adequate help you need to contact your District Manager and check if staff from another community could assist with the problem prior to entering a Corporate Work Order. All work orders must be entered into the computer system. Preferably email less transmission error. All make ready supplies must be on site before placing the request. If supplies are not available for the crew upon arrival, repairs are required to be completed by your maintenance staff. Corporate Work Orders completed by a Corporate Office contractor are not allowed to complete the propertys share of the workload. Do not place orders that your staff is capable of handling. If a Corporate Office associate contractor is at the
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Adara Communities Standard Operating Procedures | Resident Services property to service a request, the community staff must assist them until the work is complete. This must be treated as onsite training of the community maintenance staff. Place orders ahead of time. Please review in advance your upcoming move-ins that will require make-ready help. If scheduled properly there is no confusion as to when a crew can come out to your property. Communities that call in work orders at the last minute will be instructed to plan accordingly. Do not wait until the unit is leased. You must keep ready products at all times so that the future resident has the opportunity to view the actual apartment or one of the same floor plan. Please keep in mind we have a limited number of crews that must be split between all of the Communities. These crews handle everything from inspection repairs, rehab, concrete repair, fence repair, stairs & stairwells, make ready, etc. The Corporate Work Order Coordinator will try to contact you the day before a crew is scheduled to be on site via email. Please understand schedule changes due to liability issues that become top priority. When a Corporate Maintenance Supervisor is at your community you will be required to supply any additional help they might need. Painting & Sheetrock Schedule as far in advance as possible. Use our painters before you contract out painting. You must get corporate approval before using a contractor. Make sure you have electricity and supplies BEFORE you schedule the work The painting crews will no longer paint occupied units. The painting crews will no longer do minor sheetrock repairs or replacement. Proposals (Bids) All contracts require a minimum of three written bids. The bid for the work must include:
Scope of work. Duration of work.

(Start Date / End Date)
Storage of materials and contractor responsibility (if materials are stored on site). Fee for services. Method and Terms of payment. Insurance coverage/proof of insurance. Warranty. Reference List. Release of Lien.
Attach bids to the Bid Comparison Form and forward to the Corporate Contract Department for approval. Verifying References Prior to selecting a contractor, verify each reference either by a telephone call or in person. If the location of the reference is nearby, it is recommended that a visit be made to physically inspect the work completed by the contractor. Page 10
When speaking to references, good questions to ask include:
What type of work did the contractor provide? Did the contractor complete the work within the time schedule outlined in your contract? Did their employees operate in a business-like manner? Were there any complaints from residents while the contractor was providing service? How long ago was the work completed? Describe the quality of the work.
Were any follow-up repairs required? If so, were they handled promptly?
Did the contractor leave the job site in good condition? Are there any reasons why the reference thinks that you must not use this contractor?
In addition, other questions for consideration include:
Is the contractor a member in good standing of the local apartment association? Is the contractor a member of the local Chamber of Commerce or building associations? Is there a report on file with the Better Business Bureau? What do my competitors have to say about the contractors reputation, in general?
Approval Forward a copy of the Bid Comparison form with three bids attached to your District Manager. In addition, make your recommendation. It is critical that you follow-up with your District Manager. Never let time pass without communication. It is the Community Managers responsibility to ensure the bid is approved. In addition, a Vendor Request Form must be completed and approved by the Corporate Office before work can be started on any property. VENDOR REQUEST FORM *Please attach W-9 and Insurance documentation for vendors rendering services only. Contract Preparation Only the Corporate Contract Department can sign contracts for your property. Regardless of who is to sign the contract with the contractor, you are responsible for helping prepare the contract if asked. Make sure that the entire contract is completed. If there are any changes, both parties must initial the changes. Although it is never encouraged, as we prefer the use of company documents, if for some reason it is determined that you use a contractors contract, make sure the contract includes the following:
Communitys name.
Entity Name (NEVER USE ADARA COMMUNITIES)
Description of work and quantities of materials applicable. Assignment at owners option.

(Owner may assign the benefits and legal warranty responsibilities of the contract to a new owner upon sale of the community.) Page 11
Default or cancellation clause in the contract with a notification period of no more than 7 days.
The cancellation clause must allow cancellation for any reason. It must not limit cancellation to non-compliance or unacceptable work issues.
Warranty clause or guarantee for work performed. A 30-Day cancellation clause. Indemnification clause to protect the owners and the community
community or person. from actions or claims resulting from loss to
NO Auto-renewal clause.
All agreements must go month to month after original term.
NO First Right of Refusal clause.
FAIR HOUSING AND CONTRACTORS

Fair housing issues also apply to all people who perform work at your community. Contract services such as pest control, lawn care and carpet cleaning must comply with The Fair Housing Act. Inform all contractors and vendors about the fair housing policy.
Contract Checklist Contractor has been informed of the following: Deadline Date for Bids Scope of Work Specifications Community Map (if applicable) Insurance Requirements Reference Requirements
Contractor has submitted the following: Proposal/Bid References Warranty Provisions Insurance Schedule (with community owner & management company named as additional insured) Time Schedule
Community Manager has: Compared bids for consistency Verified references Prepared Bid Comparison Form Completed Contractor Verification Forms Attached 3 bids to Bid Comparison Form Obtained approval from authorized corporate representative Prepared contract with all necessary addenda for signature Record of Contract Service Schedule (if an ongoing service)
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STANDARD CONTRACT AGREEMENT

DATE: ______________ This agreement is between: Apartments: ____________________________________________________________ Community Address: ____________________________________________________________ CONTRACTOR:_______________________________________ Telephone #: ____________________
In consideration of the financial agreements recited in this Agreement between the APARTMENTS and CONTRACTOR, the parties agree as follows: 1. 2. The CONTRACTOR agrees to perform the services set forth fully in the attachment, which has been signed by both parties. This attachment describes the scope and nature of the work that the CONTRACTOR is undertaking to complete. The CONTRACTOR will commence work under this contract on or before ____________, and so long as this Agreement is in force, CONTRACTOR will continue such work until completion of all work called for under this Agreement. All work shall be completed on or before ____________. The APARTMENTS will pay the CONTRACTOR for the CONTRACTORS services herein as per payment schedule attachment. The CONTRACTOR shall be required to submit a written request no less than ten (10) days prior to the date of any partial distribution made by APARTMENTS pursuant to this Agreement. In the event the CONTRACTOR fails to perform the undertakings recited in this contract or commits an act of default pursuant to the terms and conditions of this Agreement or related documents, the APARTMENTS may, at its option, terminate this Agreement upon forty eight (48) hours written notice to CONTRACTOR. Unless otherwise specifically agreed and set forth herein, this Agreement may be terminated by the APARTMENTS at any time without cause. In order to execute such termination, the APARTMENTS will give the CONTRACTOR seven (7) days written notice of such termination. In the event of such termination, the APARTMENTS will pay the CONTRACTOR for all work properly performed hereunder up to the date of the termination. The APARTMENTS will have no further obligation or liability to the CONTRACTOR. The CONTRACTOR will deliver lien waivers signed, duly executed, at the time of disbursements made under this Agreement.
3.
4.
5.
6.
7. All work performed or to be performed by the CONTRACTOR hereunder will be performed in a good and workmanlike manner, free from all defects. All work performed and all materials, equipment, or other personal community furnished by the CONTRACTOR, are hereby guaranteed by the CONTRACTOR to be free from all defects for a period of one (1) calendar year from the date on which the work under this contract is finally accepted by the APARTMENTS, except when longer periods are herein specified or provided by the manufacturer, which develop within any guaranteed periods. During the guarantee period the CONTRACTOR will, promptly upon request of the APARTMENTS, furnish all labor, materials, equipment, and other things necessary to correct or replace any defective work, materials, equipment or other personal community installed or furnished under this contract, all at no additional cost to the APARTMENTS. Initials: ______ 8. All work performed hereunder by the CONTRACTOR will be in strict compliance with any and all federal, state, and local laws, ordinance rules, or regulations which may apply thereto, including, but not limited to the Federal Occupational Safety and Health Act. Any final penalties, or other costs or expenses (including reasonable attorneys fees) imposed on or incurred by the APARTMENTS by reason of the CONTRACTORS failure to so comply, or in bringing the work into such compliance, will be the responsibility of the CONTRACTOR, and CONTRACTOR agrees to indemnify the APARTMENTS against and/or reimburse the APARTMENTS for any such fines, penalties, costs, or expenses. Any permits or licenses or other governmental authority or permission necessary to perform the work hereunder shall be obtained by the CONTRACPage 13
Adara Communities Standard Operating Procedures | Resident Services TOR at the CONTRACTORS sole cost and expense. 9. All work to be performed hereunder will be performed by the CONTRACTOR and/or the CONTRACTORS bonafide employees. No part of the work will be sub-contracted by the CONTRACTOR to be performed by any other person, firm, or corporation without the prior written consent of the APARTMENTS, and the APARTMENTS shall not be required to pay for any work performed in violation of this paragraph. Any work performed by subcontractors or other persons with the APARTMENTS written consent will nevertheless be the responsibility of the CONTRACTOR (including the CONTRACTORS guarantee as set forth herein) as fully as though said work had been performed by the CONTRACTOR. In addition, the APARTMENTS will have such remedies as may be permitted by the law against such subcontractor or other person.
10. The CONTRACTOR hereby agrees to indemnify and defend and save the APARTMENTS harmless against and from any and all claims by any person for work performed or materials or equipment supplied in connection with the services which are the subject matter of this Agreement, including, but not limited to, any claim for Mechanics and Materialmens Liens. Such indemnification shall include, but is not limited to, all cost of defense of any such claim. 11. The CONTRACTOR hereby agrees to indemnify and defend and save harmless the APARTMENTS, their agents and employees, against and from any and all liabilities, losses, expenses, damages, claims, or injuries, howsoever caused, to any persons or property, arising or claimed to arise directly or indirectly from the performance of services under this Agreement. 12. The CONTRACTOR will provide, at CONTRACTORS sole cost and expense, such insurance including Workers Compensation insurance for CONTRACTORS employees and public liability insurance, as the APARTMENTS may reasonably require, such insurance to be with companies reasonably satisfactory to the APARTMENTS and in such amounts as the APARTMENTS may reasonably specify. Evidence of said insurance in the form of Certificate of Insurance with the community owner & the management company named as additional insured, is attached to this agreement. Such insurance policies shall provide that they may not be canceled without thirty (30) days prior written notice to APARTMENTS, and shall contain waiver or subrogation clauses in favor of APARTMENTS. 13. In the event the CONTRACTOR fails or refuses to complete, correct, or repair defective work within seven (7) days after having been requested by the APARTMENTS to do so, whether such request is made during the progress of the work or during the guarantee period thereafter, the APARTMENTS will have the right, but not the obligation, to complete, repair or correct such work or have it done by other persons and charge the cost thereof to the CONTRACTOR. The CONTRACTOR will, in addition, be liable to the APARTMENTS for all loss or damage, which it may sustain by reason of the CONTRACTORS failure or refusal to complete, repair or correct such work. The rights and remedies of the APARTMENTS as set forth in this paragraph will be in addition to all other rights or remedies which may be available to the APARTMENTS at law or in equity. Initials: ______ 14. Nothing in the Agreement will be construed so as to create the relationship of employer-employee or master-servant, and it is expressly understood that the CONTRACTOR will have the status of independent contractor. 15. Waiver of any breach hereof will not constitute a waiver of any subsequent breach of the same or any provision hereof. 16. Although drawn by the APARTMENTS, the Contract will, in the event of any dispute over its meaning or application, be interpreted fairly and reasonably and neither more strongly for nor against either party. 17. This Contract contains all the terms and conditions agreed on by the parties hereto, and no other agreements, oral or otherwise, regarding the subject matter of this Contract, shall be deemed to exist or bind any of the parties hereto. This Agree-
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Adara Communities Standard Operating Procedures | Resident Services ment may not be amended, altered or changed without the written approval of all parties. 18. The APARTMENTS have the right to cancel this agreement without cause with a 30-days written notice. 19. The contract documents include this agreement plus: Attachment I Attachment II Attachment III Attachment IV Attachment V Attachment VI _________________________________________________ Description of Work _________________________________________________ Contractor Proposal _________________________________________________ Payment Schedule _________________________________________________ Certificate of Insurance _________________________________________________ Acknowledgment of Fair Housing Policy _________________________________________________ Environmental Notification Form
IN WITNESS WHEREOF, the parties hereto have executed this Agreement for themselves, their heirs, executors, successors, administrators and assigns. Agent For: ________________________________ Community Name ________________________________ , Agent Community Representative ____________________________ Title CONTRACTOR: ____________________________
INSURANCE REQUIREMENTS
Prior to commencement of any contractual work, the contractor must provide evidence of the following current insurance coverage:
General Liability - Broad form coverage Automobile Liability (If a vehicle is driven onto the premises) Workers Compensation (W.C.) Community Damage
Copies of the insurance certificates must be maintained and must be current at all times. If a contract is renewed, current proof of insurance must be obtained. The community must be listed as additionally insured on the certificate. Limits of insurance may vary depending on the size of the contracting company, the magnitude of the work performed, and the Page 15
Adara Communities Standard Operating Procedures | Resident Services potential damage that could be incurred. Review amounts carried with the Corporate Contract Department prior to awarding a contract.
Contract Verification Form Use the Contract Verification Form to verify references and other information provided by contractors submitting bids to perform work on your community. Attach and submit the form with other documents, i.e. bids, reference letters, and the Bid Comparison Form to your District Manager.
CONTRACT VERIFICATION FORM

Community Name : ___________________________________________________________________ Company Name: ________________________________ Phone: ____________________ Address: ___________________________________________________________________________ Type of Services: ___________________________________________________________________ The following items are attached: r Bid/Scope of Work r Contract r References: 1. ___________________________________________________________________________ Name of Person Contacted Date Comments: 2. _______________________________________________________________
___________________________________________________________________________ ___________________________________________________________________________ Name of Person Contacted Date Comments: _______________________________________________________________
3.
___________________________________________________________________________ ___________________________________________________________________________ Name of Person Contacted Date Comments: _______________________________________________________________
___________________________________________________________________________ Minimum General Comprehensive Liability Insurance ____________ each occurrence. Minimum Protective Liability ________________ combined single limit for bodily & community damage. ___________________________________________________________________________________ Insurance Carrier Phone Person Verifying Information: (Signature) ______________________________________________ Workers Compensation at least ________________ for each incident, ________________ for each employee with a _________________ disease limit. ___________________________________________________________________________________ Insurance Carrier Phone # Person Verifying Information: (Signature) ____________________________________________ Certificate of Insurance Expires: (Date) ______________________________________________ Attach to Bid Comparison Form and forward to your District Manager and the Corporate Contract Department. Page 16
Adara Communities Standard Operating Procedures | Resident Services Waiver of Lien Sometimes it is necessary to make several interim payments for specific work contracts. For example, the paint contractor repainting the exterior buildings of your community requires payment upon the completion of each building. The Waiver of Lien must be signed by the contractor each time a check is released. Submit the signed Waiver of Lien with the invoice. Keep a signed copy for your files. Communication with the Corporate AP staff is necessary to complete this task.
WAIVER OF LIEN
THE STATE OF _____________________ COUNTY OF ________________________ _____________________________ (Contractor) contracted with _______________________ to furnish ______________________ in connection with certain improvements to real community described as follows: _______________________________________ (Real Property) located in ____________________, and owned by ______________________, which improvements are described as ____________________ _________________________________________________ (Real Property). In consideration of ____________________________ ($__________________) Dollars and other good and valuable consideration, the receipt and sufficiency of which is hereby acknowledged and confessed, Contractor does hereby waive and release any mechanics lien or materialmans lien or claims of lien that Contractor has on the Real Community and improvements which Contractor has or hereafter has on account of any labor performed or materials furnished or to be furnished by Contractor pursuant to the above mentioned contract, statutory lien or any constitutional lien that Contractor may have. In consideration of the receipt of the above referenced sum, Contractor hereby warrants and represents as follows: 1. It has paid for all labor and materials furnished by, through or under it, in connection with the construction of improvements on the Real Property; 2. The work performed by Contractor has been performed in a good and workmanlike manner and is in full compliance with the above mentioned contract; 3. Any and all employees of Contractor employed in connection with the construction of improvements on the Real Community were and have been at all times under the exclusive control of Contractor and liability for any claim by such employees exists against Contractor only; and 4. Contractor has paid all taxes in connection with materials purchased, services rendered and personnel employed for the construction of improvements on the Real Property. Executed on this __________________day of __________________, ___________. CONTRACTOR: By: ___________________________________ Name: ________________________________ Title:________________________________ THE STATE OF __________________ COUNTY OF _____________________ This instrument was acknowledged before me on ________________, ______ by ______________________ My Commission Expires:______________________________________________ Notary Public:_____________________ Notarys Name (Printed): ____________________________________________
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Adara Communities Standard Operating Procedures | Resident Services Contractors Receipt of Final Payment (Final Release and Waiver of Lien) This form may be used in two ways. The first and most common use is when specific work is contracted and requires only one payment. Parking lot striping is an example of contract work requiring only one payment. The Final Release and Waiver of Lien must be signed by the contractor and submitted with the invoice for payment. The second use for the form is when specific work contracts require interim payments and a final payment. The Waiver of Lien form is required for the interim payments and the Contractors Receipt of Final Payment/Final Release and Waiver of Lien is required for the final payment. Submit the signed waiver with the invoice and keep a copy for your records. Communication with the Corporate AP staff is necessary to complete this task.
CONTRACTORS RECEIPT OF FINAL PAYMENT

FINAL RELEASE AND WAIVER OF LIEN WHEREAS, _________________________________________ (hereinafter Contractor) has furnished labor, materials, supplies, and/or other goods or services in connection with construction work performed at the Community owned by _______________________________(hereinafter Owner), which community is described as follows: __________________________ _______________________________(hereinafter Community ); and WHEREAS, the Contractor and/or any subcontractors, suppliers, materialmen, and laborers acting for the Contractor or claiming by, through, or under the Contractor have fully performed or furnished all work, labor, materials, supplies, and services (hereinafter collectively the Work) to have been performed or furnished by the Contractor; and WHEREAS, there remains to be paid under the terms of the contract between the Contractor and the Owner for work performed the sum of ______________________________________________Dollars ($____________________), designated by the terms of the contract between the Contractor and the Owner as the Final Payment, and the Contractor has requested the Owner to make such final payment. NOW, THEREFORE, as an inducement to the Owner to make the Final Payment to the Contractor, and other good and valuable consideration, the receipt of which is here acknowledged, the Contractor covenants and agrees as follows: (1) The Contractor covenants on behalf of himself and all those claiming by, through, or under the Contractor that the Contractor shall not file nor permit to be filed any mechanics lien or other lien or notice of intention to file any such liens against the Community or to make any claim against the Owner, personal or otherwise, or against the Community or any part of the Community for any Work the Contractor may at any time have performed or have authorized or requested any subcontractor, supplier, materialman, laborer, or anyone claiming by, through, or under the Contractor to perform. (2) The Contractor further warrants and states that no subcontractor, supplier, materialman, laborer, employee, or any other person claiming by, through, or under the Contractor has any right to file any mechanics lien or notice of the Owner by reason of the Work. All materialmen, laborers, employees, subcontractors, suppliers, and all other parties who performed the Work or any part of the Work have been fully paid, and there is not now due or owing any amount of money or wages to any party who performed the Work or any part of the Work. (3) The Contractor, on behalf of himself and all subcontractors, suppliers, materialmen, laborers, employees, and all others claiming by, through, or under the Contractor, covenants and agrees to release and does release and forever discharge the Owner, its successors and assigns, of and from all manner of actions, suits, debts, dues, sums of money, accounts, records, bonds, bills, specialties, covenants, contracts, controversies, agreements, promises, variances, trespasses, damages, judgments, expenses, executions, claims, and demands whatsoever, in law or in equity, that the Contractor or anyone claiming by, through, or under the Contractor shall ever have had, does now have, or may have against the Owner by reason of the Work or in any manner connected with the Work. (4) The Contractor covenants and agrees to save and hold the Owner harmless from and against any losses, costs, and expenses (including counsel fees) incurred in connection with or by reason of the Work performed by the Contractor or anyone claiming by, through, or under the Contractor, or incurred by reason of a breach by Contractor of any covenant contained in this agreement or the failure or inaccuracy of any warranty or representation contained in this agreement.
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IN WITNESS WHEREOF, the Contractor has executed this agreement _________________day of __________________, _________. WITNESS: CONTRACTOR: ______________________________________ _______________________________________ By: ___________________________________ Name: ________________________________ Address: ______________________________ _______________________________________ THE STATE OF ___________________________ COUNTY OF _____________________________ This instrument was acknowledged before me on __________________________, __________ by ____________________________________________________. My Commission Expires: ____________________ ________________________________________ Notary Public - State of: Notarys Name (Printed): ________________________________________
CONTRACT EXPIRATIONS AND RENEWALS

New bids for maintenance contracts must be obtained every year. The contracts include but are not limited to landscape, pest control, patrol services and pool maintenance. Bids for long term contracts such as trash removal and cable service must be obtained prior to the expiration date. When it is time to renew a contract, the same procedures must be followed as for negotiating contracts (obtaining bids, obtaining current proof of insurance, examining work performed, etc.). Know when contracts expire. Some contracts have clauses that allow for automatic renewal or extensions unless the contractor is notified by a certain date prior to the expiration of the contract. If you have any questions concerning expiring contracts please contact the Corporate Contract Department prior to taking action. For long term contracts that are renewed each year, it is recommended that you place a copy of each contract in a tickler file in calendar order to track the expiration/renewal of the contracts in time to obtain three new bids for the coming renewal period. Always review and monitor the contractors service to ensure that the contractor is meeting contract requirements.
Corporate Executives are the ONLY persons authorized to sign contracts.
CONTRACT SERVICES SCHEDULE

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Company Name
Type of Service
Beginning Date of Contract
Expiration Date
Certification of Insurance Expires
Automatic Renewal or Cancellation Notice Required
SWIMMING POOLS/SPAS
Pool/Spa Standards The following standards must be maintained at all swimming pools to ensure the safety of our residents and to comply with state and local ordinances. Pool Chemicals* - Appropriate chemicals as specified by the equipment manufacturer with MSDS sheets properly filled out. Chemical Testing* - A chemical test kit is required for daily chemical testing of the pool(s). Chemical Storage* - Chemicals must be maintained in locked storage area four inches off the ground. Record Keeping* - Records of water testing must be retained for at least two (2) years. These records must be made available to local and state health departments upon request. Life Saving Equipment* - All swimming pools will be required to have the following equipment: Shepherds hook or body hook mounted on a light fiberglass pole that is at least 16 feet long. A throwing rope (1/4 - 3/8 in diameter) attached to a ring buoy with an outside diameter of 24 inches. The rope must be at least as long as the maximum width of the pool or 50 feet, whichever is shorter.
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Adara Communities Standard Operating Procedures | Resident Services Pool drain covered with safety grid to prevent being trapped by suction*. All pools must be compliance with the Virginia Graeme Baker law, as well as local, city or county ordinances. Depth Markers* - All pools must have a depth marker clearly marked on the vertical wall of the pool and the coping. Pool Policies Sign* - Pool signs stating the policies regarding use of the pool must be posted. See your District Manager for the appropriate policies for your pool. Pool Gates* - All pools must have fences and self-locking gates as required by local or state law. Personal Safety Equipment* - Appropriate personal safety equipment must be worn when using chemicals. A 911 phone or payphone* must be accessible. *As of 2008 Local Telephone Companies such as AT&T or former Bells no longer provide payphones because they have become obsolete. A 911 phone may be your only choice. Pool/Spa Maintenance The pool must be kept clean and clear for proper appearance and curb appeal. The proper upkeep of all pools and spas is the responsibility of the maintenance staff and/or pool contractor. POOL INSPECTION LIST
WINTER POOL MAINTENANCE

In southern climates, pools are maintained daily throughout the year. In colder climates, pools are maintained daily in the swimming season only. Every fall the pool is closed, drained below the skimmer and prepared for winter.
DAILY PROCEDURE
The pool must be skimmed and skimmer basket cleaned at least once a day. The correct chemical levels are to be maintained at all times while officially opened.
three (3) times each day during peak usage season. Pools and spas must be checked
A clipboard with the Swimming Pool/Spa Service Log attached is to be kept in each poolroom or Community Office.
Chemical levels must be logged as well as the time of day and the quantity of chemicals added. Local health inspectors may ask to view this information. When the pool is
During peak usage periods in the summer, most pools will require a chlorine shock every two weeks.
heavily used (such as group activities), it is to be chlorine shocked once a week.
The pool filter must be backwashed properly as needed to ensure proper usage of the filtration system. Sufficient inventory of pool chemicals from an approved supplier must be kept on hand to prevent any shortages or emergency purchasing.
Pool chemicals must be stored in a dry location off the ground minimum of four inches. Any potential major repairs are to be brought to the attention of your District Manager immediately.
REFRIGERANT RECOVERY/RECYCLING PROGRAM

Any maintenance employee who is involved in the recovery and/or recycling of refrigerant must be certified. Certification classes Page 21
Adara Communities Standard Operating Procedures | Resident Services are available from local apartment associations and HVAC vendors. Any time refrigerant recapture/recycle equipment is used, it must be documented on the Refrigerant Recovery/Recycling form. This form documents the amount of refrigerant recaptured, recycled and added to HVAC equipment at your community. This form must be filed and maintained for 7 years, and is the direct responsibility of the licensed technician holding the certificate. Government regulations require that recycled refrigerant can only be used at that community.
ACCIDENTAL RELEASE
Any accidental release of refrigerant must be documented by using the Accidental Refrigerant Release form. Maintain a copy of this form with the Refrigerant Recovery/Recycling form.
DISPOSAL OF REFRIGERANT CONTAINING EQUIPMENT

Before disposing of appliances and equipment that contains refrigerant, the refrigerant must be depleted.
TRACKING REFRIGERANT USE

Accurate records must be maintained for all refrigerant used. Document use on the applicable forms that follow. Notice: The Environmental Protection Agency conducts field inspections and issues citations. Depending on the severity of the offense, violators (licensed individuals) may face a fine of up to $25,000 per day per violation and a maximum jail sentence of two years.
LANDSCAPING STANDARDS
Cleanup standards ADARA Philosophy: No employee is above picking up the trash. If you see it fix it.
Community Cleanup (trash sweep) work is to be performed between the hours of 8:00 a.m. and 5:00 p.m. Monday through
Friday only. Special permission from management is required for workers to be on the site beyond the hours and days listed. office.
All debris will be removed and deposited off site. No debris must be dumped on site unless approved by the management All lawn areas (especially around curbing and lawn areas where snow was stored) must be swept free of sand either by
hand or with mechanical sweepers.
All spring cleanup work, including street sweeping and mulching, must be completed by April 15th, weather permitting. Any resident garden areas must be thoroughly cleaned of all debris (both organic and inorganic). Blow and/or sweep all walkways and entrances to all buildings and hard surface areas including site perimeters, and the
sidewalk and street curbing surrounding the community .
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Thoroughly clean all raised planters of debris and weeds. Hand edge all tree and shrubbery beds, removing disturbed soil from beds.
No soil from edging operations is to be left in the beds and covered-over with mulch. Shrubs and plants must be maintained and trimmed to a distance of at least 6 inches of any building structure. Mulch must never exceed foundation height and must never be in contact with the building faade. limbs.
Rake out all lawn areas, shrubbery beds and areas under tree groupings of all paper, leaves, weeds, debris and broken Remove all dead, broken or snow damaged branches from all shrubbery and ornamental trees less than 8 in height. Remove all debris and weeds from foundation plant areas. Mechanically edge all lawn areas along walkways and hard surface areas.
FLOWERBED STANDARDS
FLOWERBED DESIGN Flowerbed design must include:
All beds to receive flowers Quantities of flowers Pot sizes Types of flowers
PREPARATION All the beds that are part of the summer flower program must be prepared as follows: Entire shrubbery bed must be cut-in, if it is a new bed, or turned over with a tiller to a depth of 12 (the depth of a pitch fork line). Old soil must be removed and new-screened loam must be added to a depth of approximately 6. All stones, roots, debris and mulch must be removed from the planting area. Preparation work must be performed in the spring. All spoils from the bed preparation must be deposited off site. One to three working days prior to the arrival of the flowers, all beds must be tilled again to a depth of 12.
FLOWER PLANTING SPECIFICATIONS Flower planting specifications are as follows:
All flowers are to be planted within the same day as their arrival.
FLOWER DELIVERIES MUST BE CORDINATED BETWEEN MONDAY AND WEDNESDAY. All flowers must be hand watered twice that same day. All debris, pots, etc. must be cleaned up and disposed of off site. Team Members must hand water the next day after planting all flowers. Seven to ten days after the original flower planting, contractor must return and apply a side dressing of 5-10-5 fertilizer to all summer flowers. The contractor must maintain a consistent and uniform flowering plant edge in the 9 to 12 range extending from the edge of the flowers to the outside of the bed. The contractor is responsible for all clean-up and re-edging of the flower bed after the flowers are planted, to provide a neat clear-cut 6 deep bed between the flower bed and the lawn. Page 23
Adara Communities Standard Operating Procedures | Resident Services Lawn Chemical Application
General Requirements - All applications of lawn chemicals must be made by a state licensed applicator. Lawn care company must submit a Certificate of Insurance. It must contain adequate pollution liability insurance i.e. pesticide/herbicide insurance in addition to general liability insurance. ceptance of the contract.
Certificates for all chemicals to be used by the lawn care contractor must be provided to the Community Manager upon ac No lawn chemicals are to be applied on Fridays or Saturdays. Lawn care contractor response time for service calls must be within 72 hours. The lawn care company is required to visit the community once within 21 days after each application to assess the effectiveness of the application and to spot treat problem areas.
The Community Manager must be notified at least seven days prior to each scheduled application. Two emergency phone numbers of lawn care company representatives must be left with the Community Manager.
LAWN FERTILIZATION A minimum of four applications must be applied in the period of April 1st through November 1st. Fertilization must consist of approximately 4 to 5 lbs. of nitrogen per 1,000 sq. ft. as determined by the results of a composite soil sample taken from the site. The program will also consist of the following: 1st Application A balanced fertilizer with full rate pre-emergent crabgrass control, must be applied in early spring. Apply liquid broadleaf weed control when temperatures and weather are warm and plants are actively growing. (Timing may, if necessary, coincide with the second application). 2nd Application Apply balanced fertilizer with a minimum of 40% slow release nitrogen content, surface insect control. Apply broadleaf weed control as needed. 3rd Application Apply granular balanced slow release fertilizer with a minimum of 40% slow release. Spot treat weeds and insects as needed. 4th Application Apply granular balanced fertilizer and weed control as needed Note: All chemicals will be applied according to manufacturers recommendations. Mowing Specifications
Grass mowing height will be 3 to 3 1/2 for the entire season. All grass clippings must be bagged weekly and deposited off site unless arrangements can be made with Community Manager for on-site disposal.
All lawn edges along the hard surface areas of walkways and curbing must be mechanically edged once monthly. All lawn edges including shrubbery beds must be string trimmed once per week with care being taken to not scalp the
lawns. Trim those areas at the same height as the mowed grass. Trimming care must be done carefully to avoid damage to the stems of shrubbery, trees, fences and signs.
All trash on lawn areas must be picked up by contractor prior to weekly lawn care. All walkways, entrances and parking lot areas must be blown with a leaf blower after each mowing. The Community Manager must be informed immediately about any damage to the community or residents property. If the contractor damages sprinkler heads, the contractor must replace the heads at the contractors expense. Trim all tall weeds and grasses growing in curbing, asphalt, parking areas, sidewalk, and/or sidewalk curbing, as needed. Lawns must be mowed every 7 days, or approximately 26 times per season. The areas to be mowed weekly include all lawns around the buildings, parking lots, perimeter and any other areas noted by
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The contractor will mow the lawn with sharpened blades.

WEED CONTROL Flowerbeds will be weeded every week during the growing season.
MAKE-READY
Make-Ready Preparation ADARA Philosophy: Control What You Can Control: Would your grandma stay there? Dont move a resident into an apartment that you wouldnt move your family members into. Its imperative to inspect all apartment homes with a critical eye. You never get a second chance to make a first impression.
The Community Manager must constantly monitor upcoming move-outs. At the time of a move-out, an inspection of the apartment is completed by the Community Manager assessing any damage or cleaning charges. Pre-walks at the time of NTV must be completed to assess the amount of work needed and the charges that might be applicable to the residents disposition. NOTE: Photographs must be taken of any major damages and of all charged items All furnace and water heaters must be turned down or off, weather permitting. Refrigerators must be turned down to lowest setting. At this time, carpets must be checked for repair or replacement. If pet stains are obvious or suspected, a black light in a darkened apartment will verify spots. Any nonperishable items left in the apartment must be stored as long as required by local statutes or at least 30 days. All turnovers must be completed within three (3) working days. Make-Ready Schedule The following schedule will expedite the turnover: Trash Out - This must be done within 24 hours of move-out to eliminate possible food spoilage and bugs. ADARA Philosophy: Control What You Can Control: Clean is free. Addressing the food item removal immediately reduces capital item loss and reduction pest infestation. Maintenance Check - All operations in apartment - The Make-Ready Maintenance Checklist, provided later in this section, must be completed and turned in to the Community Manager. This form must be placed in the residents file. Routine Vacant Walk Sheet and the Make Ready Check List must be posted in the kitchen of every unit that becomes vacant. Painting - Use Painting Make-Ready Checklist. Note: Painting can be done before the maintenance check, if sheetrock or texture is not needed. Cleaning - Use Cleaning Make-Ready Checklist. Clean or replace floor covering. Page 25
Adara Communities Standard Operating Procedures | Resident Services Final inspection. Apartment Painting Specifications The following Apartment Painting Specifications information form must be used when obtaining a quote for painting from a vendor.
Vendor to paint only previously painted surfaces unless otherwise directed by the Community Manager. Use Kiltz on
stained surfaces to prevent bleed through. Application and preparation of surfaces to be painted must comply with manufacturers directions. areas to receive new paint.
Remove covers, mask electrical devices, breaker panel covers, door hardware, and other non-painted surfaces adjacent to Vendor must take careful precautions to prevent damage to carpet, cabinets, hardware and other surfaces from paint
materials. The vendor agrees to rectify damage immediately upon notification from the Community Manager or be responsible for payment for replacement of damaged items. Payment may take the form of a deduction from the invoice for paint services.
Vendor agrees to remove debris generated by painters or the painting process from the apartment (paint cans, soda cans,
drop cloths, etc.). Vendor will also agree to use common sense when disposing of leftover paint material. This material must not be disposed of in community toilets, garbage disposals, or on the grounds of the community.
The Community Manager will issue the keys to the vacant apartment to the vendor who agrees to take precautions to keep
the apartment secure from unauthorized entry while the key is in their possession. The key will be returned promptly when the job is completed and the Community Manager will inspect the work at that time. to the Community Manager at the time of completion.
Vendor agrees to act with diligence to complete work in each assigned apartment. Vendor must supply MSDS Sheets for all products used at the community. Vendors are not allowed to keep a key overnight. Smoking/Tobacco is not permitted in the apartment.
ADARA Philosophy:
Vendor will submit invoice for payment
Inspect what you expect: All Painted Apartments must be walked and punched-out prior to signing any invoice. Overspray and poor jobs should not be accepted. If a Corporate sent painter is not meeting your expectations, please inform the Corporate Work Order Coordinator of the issues.
ALL APARTMENTS Walls: Remove all nails, hooks, staples, tacks, etc. and fill in with appropriate material, sand smooth and prime. Paint all currently painted surfaces including closets or touch-up paint if directed by the Community Manager. Paint all currently painted surfaces including baseboards, doors, doorjambs and window ledges as directed by the Community Manager. Remove all hooks or other items from ceiling, fill holes and sand smooth and prime as needed. Ceilings to be painted only when specified by the Community Manager. Closet shelves and wall surfaces inside bath and kitchen cabinets. The Community Manager may specify other items to be painted as deemed necessary.
Woodwork: Ceilings:
Paint: Other:
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Adara Communities Standard Operating Procedures | Resident Services Price without Ceilings: _________________ Price with Ceilings: ___________________ Community Manager: Price without Cabinets: ______________ Price with Cabinets: _________________ Date: _____________________________
_____________________________
Apartments: _________________________ Painting Make-Ready Checklist The following Painting Make-Ready Checklist must be used by your in-house personnel (painter) as a painting guide. Apt. # Assigned to: ____________________ Move-in Date _____________________ Vendor: ____________________________
________________________________________________________________
Remove nails, ceiling hooks. Fill holes and sand smooth. Complete minor sheetrock repairs and sand smooth. Prime repaired areas. Prime or Kiltz stains. Remove switch plate covers. Mask electrical devices, breaker panel cover, door hardware & other non-painted surfaces adjacent to areas to receive new paint. Carefully remove any window treatments and store in the proper manner. Check items to be completed: Paint entry door. Entire apartment to be completely painted (If occupied must be rolled, not sprayed). Touch-up to be completed as directed by management. Paint closets. Paint entry door. Spray paint vent covers (HVAC must be off to prevent paint spray from coating coils.) Spray paint fireplace screen and/or fire box (High heat paint only). Other: _______________________________________________________________________ _______________________________________________________________________ Any spills, drops or overspray cleaned. Replace switch plate and outlet covers.
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Adara Communities Standard Operating Procedures | Resident Services Lights and A/C turned off (or set as required by management). Apartment locked. Special Problems: _______________________________________________________________________ _______________________________________________________________________________________ REMEMBER: Check safety guidelines for proper personal protective equipment. Completed by: _____________________ Inspected by: ____________________________ Date: __________________ Date: __________________ NOTE: Key must be returned at the end of each day.
APARTMENT CLEANING SPECIFICATIONS

PROCEDURE FOR CLEANING APARTMENTS The following Specifications apply to both In-House Staff and Vendors: (In-House Cleaning Staff) Upon entering the apartment check for evidence of leaks, major damages or items requiring immediate attention. If any conditions are observed, report them to the Community Manager. Remove all debris, trash, coat hangers, etc. Inventory any personal items belonging to the past resident and transport those items to storage to be held for the established length of time. The following lists identify the equipment and supplies typically required to enable in-house staff to clean apartments prior to move-in, and, as part of the turnover process in accordance with the general outlines that follow. Specific conditions may require other unique items to be added to either list. (Vendor) Vendor to supply all equipment and supplies necessary to clean apartments to these specifications. Community Manager may opt to provide equipment and supplies. Vendor must take special precautions to prevent damage to carpet, cabinets, hardware, porcelain, appliances and all surfaces from cleaning materials. If items mentioned above (or others) become damaged while in the vendors care, vendor agrees to rectify the damage immediately or pay for replacement of damaged items. Payment may take the form of a deduction from the invoice for cleaning services. Vendor agrees not to dispose of cleaning materials on the grounds of the community. The Community Manager will issue the keys to the vacant apartment to the vendor. The vendor agrees to take precautions to keep the apartment secure from unauthorized entry while the key is in his/her possession. The key will be returned promptly when the work is completed, and the Community Manager will inspect the work at that time. Vendor agrees to act with diligence to complete the work in each assigned apartment within the time specified by the Community Manager. Vendor will submit invoice for payment to the Community Manager at the time the work is completed. Smoking/Tobacco use is not permitted in the apartment. Vendor must supply MSDS sheets for all products used at the community. ADARA Philosophy:
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Adara Communities Standard Operating Procedures | Resident Services No Evidence of a Previous Resident Remove all prior personal items (shelf lining, paper towel holders, childproof items, hangers, unapproved locking devises). Our goal is to make every resident feel like they are the first person to live there. KITCHEN Refrigerator: Range: Vent-a-hood: Dishwasher: Cabinets and Drawers: Sink: Floor: Other: Defrost, clean, wash and disinfect all surfaces. Thoroughly clean door gaskets. Turn refrigerator off and leave both doors open to prevent mildew. Pull out and clean behind. Clean coil, vacuum underneath and clean defrost pan. Clean all surfaces to remove grease and burned on particles, thoroughly clean knobs and polish chrome surfaces. Clean the range behind the control panel and in between the wall. Clean all surfaces to remove grease and burned on particles. Remove, clean and reinstall filter. Clean debris out of dishwasher; clean and polish front including knobs. Remove all lining material, wash and disinfect all shelves and interior surfaces. Use wood cleaner and polish on cabinet and drawer fronts. Clean and shine countertops. Scrub and clean sink with appropriate cleanser. Clean garbage disposal insert or gasket, cover and sink strainer. Polish faucet set. Sweep, scrub, strip, wash and polish using non-yellowing chemical. Thoroughly clean light fixture covers, electrical outlet covers and switch plate covers. Clean areas between appliances and walls and cabinets as directed by the Community Manager. BATHROOM Bath/Shower: Commode: Sink: Floor: Other: Thoroughly clean tile and porcelain surfaces. Polish faucet sets and chrome. Fiberglass tubs must be cleaned and polished as per the manufacturers instructions. Remove disinfectant devices in tank. Clean and disinfect all surfaces. Clean water cut-off valve and pipe behind commode in wall. Clean and scour sink, polish faucet set and sink. Sweep, clean and disinfect. Clean mirror, cabinets, drawers and medicine cabinet. Remove all lining material, wash and disinfect all shelves and interior surfaces. Use wood cleaner and polish on all cabinet and drawer fronts. Clean and shine countertop.
GENERAL Clean all light switches. Clean all window and sliding glass door tracks. Clean windows, interior and exterior on ground floor. Clean exterior on second floor if they can be cleaned from the patio or landing. Clean front door and light fixture by front door. Sweep patio and entry. Sweep out storage area. Sweep cobwebs from around sliding glass door and other areas. Clean patio fixture. Clean sliding glass door. Clean balcony rails. Vacuum carpet. Clean doorknobs and cabinet pulls. Clean washer/dryer hook-ups and blow-out dryer vents. Remove debris from fireplaces and thoroughly clean ashes from fireplace interior surface. Mini-blinds must be cleaned according to the manufacturers directions. Community Manager may specify other items to be cleaned as necessary.
Note: Apartment key must be returned at the end of each day.
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Adara Communities Standard Operating Procedures | Resident Services Suggested Products and Equipment for Cleaning Cleaning Supplies All purpose cleaner-degreaser Abrasive cleaner Non-abrasive cleaner Toilet bowl cleaner Glass cleaner Oven cleaner Stainless steel polish Floor wax Tile and grout cleaner Paper towels Cleaning rags Sponges Trash bags Dishwashing soap Flax soap Goof-off (Latex paint remover) Wax stripper Steel wool pads Adara Helpful Cleaning Tips: Cleaning Equipment Vacuum cleaner Wax applicator Broom Dust pan Bucket Mop Toilet bowl brush Wire brush Tooth brush Duster 4 step ladder 1 Phillips screwdriver 1 Flathead screwdriver Razor scraper Toilet plunger
KITCHEN & FIXTURES
Place all small items such as butter dishes, ice trays, light globes, range hood filters, outlet and switch plates, medicine Soak all refrigerator and oven racks in bathtub partially filled with water and cleaner/degreaser. Spray inside of oven with oven cleaner and allow to soak. Scrub oven interior with a sponge or cloth. Pull range from wall. Clean back, sides and floor under range with cleaner/degreaser. Clean range hood completely (including underside) with cleaner/degreaser. Clean oven racks with steel wool pad and wipe dry. Clean sink and disposal with a non-abrasive cleaner and wipe dry. If stainless steel, polish with stainless steel polish. After dishwasher has completed all cycles, everything must be removed, wiped dry, then reinstalled.
cabinet shelves (glass), appliance knobs, return air grill and exhaust fan covers in dishwasher and run through a complete cycle.
Refrigerator must be pulled out (watch for icemaker line), clean sides, back, top and floor under refrigerator with cleaner/
degreaser, wipe dry.
Condenser coils must be vacuumed and condensation pan wiped clean; push refrigerator back into place. Clean interior of refrigerator including under crisper drawer(s) with cleaner/degreaser. Remove refrigerator shelves from bathtub and wipe clean, install. Clean kitchen cabinets and drawers inside out with a cleanser and wipe dry with a clean cloth. Clean countertops with cleaner/degreaser or non-abrasive cleaner and wipe spot free. Clean kitchen floor, surrounding base boards and dishwasher panels with cleaner/degreaser (wax stripper if necessary) and
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Adara Communities Standard Operating Procedures | Resident Services let floor dry. Apply floor wax if applicable.
BATHROOMS
Spray tile cleaner on all ceramic tile and grout. Allow it to soak while cleaning other areas. Clean shower rod, toilet paper holder, towel bars and medicine cabinet with a cleaner/degreaser and wipe dry. Clean vanity inside and out with a cleanser and wipe dry. Clean bathtub and plumbing fixtures with a non-abrasive cleaner, rinse and wipe dry. Plunge as much water from the toilet bowl as possible, spray toilet bowl cleaner around the inside of the bowl including
under rim. Let soak while cleaning the exterior of the toilet with cleaner/degreaser including under tank and supply line, wipe dry.
Brush inside of bowl with toilet brush then flush to rinse. Thoroughly clean under the rim. Clean vanity top, sink and plumbing fixtures with a cleaner/degreaser or non-abrasive cleaner, rinse and wipe spot-free. Clean mirror and light fixture (including individual light bulbs) with glass cleaner.
REMAINDER OF APARTMENT
Clean washer and dryer inside and out including lint traps and screens; wipe spot-free. Clean all interior and exterior doors, closet doors, shelves and hanger racks with cleaner/degreaser and wipe spot-free. Chandeliers and ceiling fans must be cleaned thoroughly with glass cleaner or cleaner/degreaser. Clean any closet floors not carpeted. Dust and clean furnace and furnace closet. Clean windows inside and out including sills and frames. Clean blinds according to manufacturers specifications. If apartment has drapery, they must be sent out for cleaning. Vacuum entire apartment. Check for any areas missed. Patio or balcony must be cleared of any debris and hosed-off if possible. If the apartment has a fireplace, it must be swept out. Baseboards must be wiped down with cleaner/degreaser if they are unable to be painted. Clean breezeways of all blown-in debris that may have accumulated near apartment entrances, under stairs, etc.
CARPET CLEANING
Equipment Needed Steam cleaner or extraction machine Supplies Needed Carpet detergent Page 31
Adara Communities Standard Operating Procedures | Resident Services Vacuum cleaner Carpet rake Stiff brush or broom Bucket (5 gallon) Spray bottle Pre-spot solution Deodorizer De-foamer Touch-up paint and brush Hot water
Carpet must be thoroughly checked for any needed repairs. With stiff brush or broom, sweep around perimeter of all walls to remove dust and dirt from around baseboards
and corners, and then vacuum.
Pre-spot stains or traffic areas by spraying pre-spotter on the area, soak a few minutes, and brush with a stiff
bristle brush. Note: Be sure to read the instructions on the particular pre-spot solution used.
Prepare carpet-cleaning chemicals according to manufacturers directions and add to machine with hot water. Carpets must be cleaned approximately 16 square feet at a time by spraying solution on carpet then extracting
through suction wand. Repeat throughout the apartment. Note: Care must be taken not to over-saturate the carpet with solution. as necessary.
After carpet is completely cleaned and deodorized, check baseboards and walls for any scuff marks. Touch up Check and clean any floors, sinks, bathtubs, etc. that you may have used to service the cleaning equipment. Using a carpet rake, rake carpet in one direction and remove any tracks or footprints in the apartment. After every use, both solution and recovery tanks, including filters, must be flushed with clean water. After carpet is thoroughly dry, the entire carpet must be vacuumed to remove any shampoo residue, and reraked.
MAKE-READY CHECKLIST
MAKE-READY CHECKLIST- Spanish The Make-Ready Checklist must be completed for every vacant apartment to ensure consistent product delivery.
Maintenance Check and Checklists The following outline is designed to help the maintenance staff develop an efficient and thorough approach to maintenance/ make-ready. Not only does it provide a detailed guide of what to check and how to check it, but outlines how to fix many of the more common problems that one may encounter.
PRELIMINARY WATER CHECK

Toilets As soon as you are inside the apartment, turn off the water supply to the toilets. Then make a mark showing the water level inside the tank. You must also check to see if it looks like the water level is rising above the overflow.
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APPLIANCES
Refrigerator To check if the refrigerator is cooling, place a thermometer in the freezer section. The temperature range must be from 06F to +18F, depending on the type of refrigerator and the year it was produced. Examine the door gasket. To check for a positive seal, insert a dollar bill between the door gasket and the box and close the door. The seal is okay if you feel a slight resistance when you pull the bill out. Inspect freezer to ensure proper operation of frost-free feature. Where ice makers are provided, check tightness at each end of the water supply line operation of the unit. Ranges Turn on the oven, broiler, and each of the top burners separately to high. If the range is electric, the element must glow bright red. Operate the vent a hood. Make sure that the light operates, that the fan draws air, and that the filter is clean. Disposal Turn on the disposal and listen carefully for objects that may cause it to jam later. If the noise level seems high, use a flashlight to check and see that the blades are not broken. Check plumbing fittings for tightness. Dishwasher Operate the dishwasher through a complete cycle and check that no water is leaking from: Around the motor; The hot-water supply line; The drain line; Around the door gasket. Also check the dishwasher to ensure that: The drying element operates properly. The door latch operates easily (WD-40 helps on hard-to-operate latches). The racks are in good condition and fit snugly. Look for evidence of rust throughout. KITCHEN - GENERAL Faucets Inspect the kitchen faucet for leaks in the packing or O-ring near the stem or spout. Make sure that water is not going under the seal between the faucet and the sink or under the sink in cabinet. If the faucet drips at all, replace the washers or cartridges. Make sure the shelf under the sink is not warped. If it is, replace and have it painted.
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Adara Communities Standard Operating Procedures | Resident Services Drains Fill the sink; keep water running while sink drains. Inspect the drain piping under the sink. To check the drain lines for weak areas that might leak later, tap them with the handle of a screwdriver. Counter Tops If the counter top has a large damaged area, report to the Community Manager for replacement or resurfacing. If the caulking on the counter top is cracked or looks bad, remove the old caulk and replace. Cabinets Check that the kitchen cabinets and drawers open and shut easily and that the cabinets stay shut. Check for damage or delaminating and report problem to the Community Manager. BATHROOM Sink and Vanity Fill the sink; keep water running while the sink drains. Inspect the drain piping under the sink. Check the faucet and if you detect any drips, replace all washers or cartridges. Examine the sink for chips in the porcelain. If the sink is chipped, report it to your Community Manager and discuss alternatives. Run water as you check for leaks under the sink. If the shelf is warped, replace. Also, tap the drain lines with the handle of a screwdriver and check for weak areas that might start leaking water. If the caulking on the vanity top is cracked or looks bad, remove the old caulk and replace. Check vanity bases for areas of de-lamination and failure where frames and fronts consist of particle board substrate. If the top of the vanity is made of Corian or synthetic marble, use the following procedures for removing stains. For light stains, use toothpaste and fine steel wool to scrub stain out. For heavy stains, use 600 grit wet and dry sandpaper and sand the area until the stain is removed. It is a good idea to use a sanding block with the sandpaper, since this will prevent you from leaving a deep impression in the top. While sanding, keep the area wet so the sandpaper does not get clogged. Once either type of stain has been removed, apply car rubbing compound to the area with a small buffer that is attached to a hand drill. This will smooth out any scratches made by the steel wool or sanding cloth. If the top of the vanity is made of Formica or plastic laminate, maintenance can attempt to remove stains or burns using the following procedures: For light stains or surface burns, use very fine steel wool to scrub the stain or burn out.
Toilets ADARA Philosophy: Be mindful of the environment: Monthly inspections of vacant apartments can save significant waste of resources (Money, Time and Natural Resources). With every drip of lost water goes your NOI down the drain. Remember that sewer charges are generally 3Xs the cost of the water supply charges.
Replace flappers on every make-ready. Monel Seats Corky Flappers Page 34 Original Stems
When you first entered the apartment, you shut the water supply off and marked the water level in the tank. At that point, if it looked like water was going into the overflow--IT WAS! In this situation, you must either adjust or replace the ball cock. After the water supply to the tank has been shut off for at least an hour, check the water level again. If the water level has dropped at all from the mark you made, you either have a leak, the flapper is out of adjustment or needs to be replaced, or the flush valve seal is worn. Flappers can either be out of alignment or they can deteriorate to the point that they leak. To detect a deteriorated flapper, rub your fingers along the seating area. If you feel any pitted areas, that is a sure sign of a deteriorated flapper. Also, deteriorated flappers will turn your finger pitch black. If the flapper has deteriorated, it must be replaced. However, if the flapper is not deteriorated but seems to be leaking, it probably just needs to be adjusted. When you replace a flapper, purchase a good-quality flapper, cheap flappers wear out too quickly. Check for stains around toilet base for evidence of a leaking seal. Tubs and/or Showers Inspect the caulking around the tub or shower and if it is cracked or looks bad, remove and replace the old caulk. If there is ceramic tile around the tub or shower, check the condition of the grout very carefully. If the grout is bad and water gets behind the tile, it will rot the wood or weaken the plaster, which will cause the tiles to fall off the wall. Score grout joint and re-grout if existing grout is damaged or missing. Make sure that the tub holds water and drains properly. If the water seems to be draining out too slowly, check for a clog in the drain. Inspect the tub or shower for chips in the porcelain and report any that you find. If the shower or tub has doors, make sure that they work smoothly. If there is no shower or tub enclosure, make sure there is a shower curtain rod that is properly secured. Check the faucet for leaks and repair any that you find. Examine the shower stem for leaks and replace the packing if you find any. When you repair the stem, use waterproof grease. This grease will make it easier to turn the water off and repair the stem the next time it needs it. Operate the shower and check for an uneven spray pattern. Cleaning the showerhead should solve this problem. If it must be replaced always replace with a low-flow showerhead. Verify that the shower head is low-flow or water-saving variety. Verify that the tub overflow drain functions if provided. Check operation of shower mixing valve. Tap the tub surround or walls for hollow or soft spots which would indicate wet rot. General Replace broken or missing towel bars or tissue holders. Tap walls behind toilets and vanities for evidence of wet rot. Inspect floors for evidence of wet rot. Where floors are covered with ceramic tile, inspect grout joints and tap the surfaces. Score and re-grout if needed. Remove & replace caulking at floor areas if cracked or damaged. HEATING AND AIR CONDITIONING (SPLIT SYSTEM - FURNACE WITH COOLING COIL AND CONDENSING UNIT) Both Change the filter and inspect the coil for any blockage. Clean the coil with a coil cleaner as instructed by the manufacturer. Verify that the thermostat is level and is properly secured to the wall. Bad alignment of the thermostat causes improper cycling of the heating or cooling unit. Page 35
Adara Communities Standard Operating Procedures | Resident Services Lubricate the fan. Verify the integrity of sheet metal. Open unit, inspect wiring and vacuum interior and accessible plenum areas. For gas fired furnaces, check the integrity of the combustion chamber. Look for cracks or severe oxidation. Vacuum entire HVAC closet. Verify operation of condensate drain. Clean and repair drain pan - replace if needed. Inspect ceiling for evidence of leaks from unit above. Record age, manufacturer and size (i.e., original or replacement) of air handling unit. Check airflow at each register and balance as needed. Heating During the heating season, turn the thermostat to the heating mode and check the operation of the unit. Take a thermometer reading of the supply air and record it on the checklist. (NOTE: Always keep in mind that most heating units have a time-delayed fan.) Where fuel source is gas, verify adequacy of combustion air supply. Remove & clean chimney connect on gas fired furnaces. Check for tightness. Record age (i.e. original or replacement) of air handling unit. Air Conditioning During the air conditioning season, turn the thermostat to the cooling position and check the operation of the unit. Take thermometer readings of the supply and return air and record them on the checklist (16F to 20F coil split). CAUTION: When you are checking the air conditioning, DO NOT switch the thermostat from cool to off and then back to cool without waiting at least 5 minutes! The compressor needs this much time to equalize its pressure before you can start it again. Always turn the thermostat to off after you have checked the air-conditioning. ADARA Philosophy: Control What You Can Control: The reason for turning the thermostat to off after checking the air conditioning is that air conditioning units are the largest consumers of electricity in the apartment industry.
Make-Ready Process on Air Conditioning Condensing Unit At the condensing unit, lubricate fan, pressure test and charge/purge as needed. Check clearance around condensing unit for adequate air movement. Check for excessive noise or vibrations and loose or missing damaged parts. Vacuum dust and dirt. Repair any leaks and tighten loose connections. Record age, manufacturer and size of unit. Check all items listed on the Make-Ready Maintenance Checklist. WINDOWS AND PATIO DOORS Check for broken or badly cracked glass. If you find a pane that needs to be replaced, note its location and dimensions on the Make-Ready Maintenance Checklist. Make sure that all windows that are supposed to have screens have them and that the screens are in good condition and Page 36
Adara Communities Standard Operating Procedures | Resident Services are properly secured to their frames. Inspect around each window to see if you can feel air entering the apartment through the window frames or around the glass. If you do, either weather strip or re-caulk around the windows. Open and close the windows and patio door to make sure that they operate properly. Check that when they are closed you can engage the window and patio door locks with a minimum amount of effort. Check all locks, charlie bars, and pin locks. WATER HEATER - ELECTRIC OR GAS Make sure that the water heater is set at between 130 and 140F. If it is not, adjust it either up or down so it is. Check that the pop-off or temperature-pressure valve (T & P valve) is working correctly, since this will waste an immeasurable amount of water if it is not. To check it, grasp the pipe about 6 in. past the outlet of the valve. If, when you touch the pipe at this point, it feels hot to the touch or if you can feel water flowing through the pipe, the T & P valve is not setting properly. When the T & P valve is relatively new, you can usually correct this problem by pulling up on the test lever, which is located on top of the valve. Doing so allows a free flow of water through the valve. This must dislodge any foreign material that is caught in the seating area of the T & P valve, which must solve the problem. If this method does not work, you must replace the T & P valve. Where fuel source is gas, verify adequacy of combustion air supply and check tightness of chimney connector. Where drain pans or floor drains are provided, verify operation and integrity. Inspect ceiling for evidence of leaks from the unit above. Record age, manufacturer and size of the hot water heater and inspect the tank for rust through. Vacuum the unit and hot water closet. Drain and flush water heater using bottom valve. MISCELLANEOUS Life Safety Clean and test smoke or carbon monoxide detector(s), change the battery if inoperable. Check charge of fire extinguisher, where required to be provided. General Check condition of gypsum board walls and ceilings. Repair damaged areas. Look for evidence of leaks from roofs above or from baths, kitchens and water heaters above. Look for evidence of leaks around windows or sliders. Check condition of balcony slabs. Record cracked or delaminated concrete at top of slab and underside of balcony deck above. Check railing for tightness. Record damage to concrete at the rail posts. Report all deficiencies to the Community Manager. Mini-Blinds Examine all blinds making sure that there are no broken cords. Check to ensure that the brackets are securely fastened to the wall and that the blinds open and close easily. Raise and lower the blinds to make sure that they work properly. Replace missing or broken slats or contact proper vendor. Lights, Switches and Electrical Check to ensure that all bulbs supplied by the community are in working order. Make sure that all light switches and wall receptacles work correctly and that all cover plates are in place. Screws should point north and south. Page 37
Adara Communities Standard Operating Procedures | Resident Services Test operation of GFI outlets and/or breakers where provided. Check each outlet with plug meter. Where ceiling fans are provided, lubricate and check operation. KEYS AND DOORS Keys/Locks Change the apartment and mailbox locks. Make sure that you have the correct number of door keys and mailbox keys for the apartment. Take all keys and check that they operate the lock without unnecessary jiggling. Doors Inspect the doors facing to make sure it is not damaged and also check if the door needs weather stripping or painting. Be sure the door opens and closes easily and that, when closed, it seals completely. Lubricate hinges. Check operation of entry door hardware (handle, lock, deadbolt and hinges). Check operation of interior doors and hardware. Adjust as needed. Check operation of bi-fold doors. Adjust, repair or replace as needed. Check and replace missing doorstops.
PREVENTIVE MAINTENANCE
Monthly Preventive Maintenance Each month the Community Manager will give the maintenance staff a Preventive Maintenance Checklist for the current month. The Service Technician will complete the items listed in the schedule including specific items, which may be pertinent only to that community. The community is to be divided into three sections for preventive maintenance purposes. Part of each months schedule specifies completing preventive maintenance (including AC filter changes) in one third of the apartments each month. Prepare a service request for each of the apartments to be done that month. Leave one copy of the Service Request in the apartment and return the original copy to the office for the maintenance files. All items must be marked as completed on the schedule with appropriate comments as to repairs made, parts ordered, etc. The original schedule is submitted to your District Manager the last day of the following month and a photocopy is placed in the permanent maintenance notebook. PREVENTIVE MAINTENANCE CHECKLIST COMMUNITY ___________________________ JANUARY_____________ TASK Grounds Check/clean rain gutters/downspouts Parking & drives free of pot holes Sidewalks/stairways in good repair All exterior lighting working properly Flags/poles in good repair Signs in good repair Dumpster/enclosures clean/repaired Buildings: Exterior Inspect screens Code Date Completed Comments
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Adara Communities Standard Operating Procedures | Resident Services Inspect fences & building exteriors Stairways clean, good condition Stair handrails properly secured Controlled access gates working properly Apartment Interiors-Inspect 1/3 of all apartments Change a/c filters & add drain pan tablets to drain pans in 1/3 of units Inspect water heaters for leaks Check windows/blinds Test smoke detectors, inspect sprinkler heads for paint Inspect all faucets, toilets for drips/leaks and signs of mold Inspect vacant apartments for sign of moisture/mold Interior Common Areas/Amenities Change air filters Clothes Care dryers free of lint Clothes Care equipment in good repair Tools/Maintenance Shop Inspect power tools Inspect hand tools Inspect extension cords & ladders Flammable materials stored in fire rated cabinet Shop clean & organized Safety equipment present & inspected Safety MSDS Book updated Monthly safety meeting conducted Fire extinguishers present & in service according to code Earthquake kit updated (if applicable) First aid kit updated Boiler and/or Equipment Room State inspection current and posted Circulating pumps checked for leaks/corrosion Pools Rules posted, life safety equipment in place. Proper testing/documentation Gates/latches in working order Lighting/electrical in working order Furniture in good repair Pump room clean/secured Special Focus
Completed by: CODE:
Date =Completed/Acceptable
Corrective Action Completed by C=Correction Required
Date N/A=Not Applicable
PREVENTIVE MAINTENANCE CHECKLIST COMMUNITY ___________________________ FEBRUARY_____________ TASK Grounds Check/clean rain gutters/downspouts Parking & drives free of pot holes Sidewalks/stairways in good repair All exterior lighting working properly Flags/poles in good repair Signs in good repair Dumpster/enclosures clean/repaired Buildings: Exterior Inspect screens Inspect fences & building exteriors Code Date Completed Comments
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Adara Communities Standard Operating Procedures | Resident Services Stairways clean, good condition Stair handrails properly secured Controlled access gates working properly Apartment Interiors-Inspect 1/3 of all apartments Change a/c filters & add drain pan tablets to drain pans in 1/3 of units Inspect water heaters for leaks Check windows/blinds Test smoke detectors, inspect sprinkler heads for paint Inspect all faucets, toilets for drips/leaks and signs of mold Inspect vacant apartments for sign of moisture/mold Interior Common Areas/Amenities Change air filters Clothes Care dryers free of lint Clothes Care equipment in good repair Tools/Maintenance Shop Inspect power tools Inspect hand tools Inspect extension cords & ladders Flammable materials stored in fire rated cabinet Shop clean & organized Safety equipment present & inspected Safety MSDS Book updated Monthly safety meeting conducted Fire extinguishers present & in service according to code Earthquake kit updated (if applicable) First aid kit updated Boiler and/or Equipment Room State inspection current and posted Circulating pumps checked for leaks/corrosion Pools Rules posted, life safety equipment in place. Proper testing/documentation Gates/latches in working order Lighting/electrical in working order Furniture in good repair Pump room clean/secured Special Focus
Completed by: CODE:
PREVENTIVE MAINTENANCE CHECKLIST COMMUNITY ___________________________ MARCH_____________ TASK Grounds Check/clean rain gutters/downspouts Parking & drives free of pot holes Sidewalks/stairways in good repair All exterior lighting working properly Flags/poles in good repair Signs in good repair Dumpster/enclosures clean/repaired Buildings: Exterior Inspect screens Inspect fences & building exteriors Code Date Completed Comments
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Adara Communities Standard Operating Procedures | Resident Services Stairways clean, good condition Stair handrails properly secured Controlled access gates working properly Apartment Interiors-Inspect 1/3 of all apartments Change a/c filters & add drain pan tablets to drain pans in 1/3 of units Inspect water heaters for leaks Check windows/blinds Test smoke detectors, inspect sprinkler heads for paint Inspect all faucets, toilets for drips/leaks and signs of mold Inspect vacant apartments for sign of moisture/mold Interior Common Areas/Amenities Change air filters Clothes Care dryers free of lint Clothes Care equipment in good repair Tools/Maintenance Shop Inspect power tools Inspect hand tools Inspect extension cords & ladders Flammable materials stored in fire rated cabinet Shop clean & organized Safety equipment present & inspected Safety MSDS Book updated Monthly safety meeting conducted Fire extinguishers present & in service according to code Earthquake kit updated (if applicable) First aid kit updated Boiler and/or Equipment Room State inspection current and posted Circulating pumps checked for leaks/corrosion Pools Rules posted, life safety equipment in place. Proper testing/documentation Gates/latches in working order Lighting/electrical in working order Furniture in good repair Pump room clean/secured Special Focus Air Conditioning Preventive Maintenance Clean coils on exterior a/c units Make sure Information Center, clubroom and model(s) a/c units are working properly Completed by: Date Corrective Action Completed by CODE: =Completed/Acceptable C=Correction Required
PREVENTIVE MAINTENANCE CHECKLIST COMMUNITY ___________________________ APRIL_____________ TASK Grounds Check/clean rain gutters/downspouts Parking & drives free of pot holes Sidewalks/stairways in good repair All exterior lighting working properly Flags/poles in good repair Signs in good repair Dumpster/enclosures clean/repaired Buildings: Exterior Inspect screens Code Date Completed Comments
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Adara Communities Standard Operating Procedures | Resident Services Inspect fences & building exteriors Stairways clean, good condition Stair handrails properly secured Controlled access gates working properly Apartment Interiors-Inspect 1/3 of all apartments Change a/c filters & add drain pan tablets to drain pans in 1/3 of units Inspect water heaters for leaks Check windows/blinds Test smoke detectors, inspect sprinkler heads for paint Inspect all faucets, toilets for drips/leaks and signs of mold Inspect vacant apartments for sign of moisture/mold Interior Common Areas/Amenities Change air filters Clothes Care dryers free of lint Clothes Care equipment in good repair Tools/Maintenance Shop Inspect power tools Inspect hand tools Inspect extension cords & ladders Flammable materials stored in fire rated cabinet Shop clean & organized Safety equipment present & inspected Safety MSDS Book updated Monthly safety meeting conducted Fire extinguishers present & in service according to code Earthquake kit updated (if applicable) First aid kit updated Boiler and/or Equipment Room State inspection current and posted Circulating pumps checked for leaks/corrosion Pools Rules posted, life safety equipment in place. Proper testing/documentation Gates/latches in working order Lighting/electrical in working order Furniture in good repair Pump room clean/secured Special Focus Swimming Pool Preparation Prepare pool, equipment and furniture for swim season
Completed by: CODE:
PREVENTIVE MAINTENANCE CHECKLIST COMMUNITY ___________________________ MAY_____________ TASK Grounds Check/clean rain gutters/downspouts Parking & drives free of pot holes Sidewalks/stairways in good repair All exterior lighting working properly Flags/poles in good repair Signs in good repair Dumpster/enclosures clean/repaired Buildings: Exterior Inspect screens Code Date Completed Comments
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Adara Communities Standard Operating Procedures | Resident Services Inspect fences & building exteriors Stairways clean, good condition Stair handrails properly secured Controlled access gates working properly Apartment Interiors-Inspect 1/3 of all apartments Change a/c filters & add drain pan tablets to drain pans in 1/3 of units Inspect water heaters for leaks Check windows/blinds Test smoke detectors, inspect sprinkler heads for paint Inspect all faucets, toilets for drips/leaks and signs of mold Inspect vacant apartments for sign of moisture/mold Interior Common Areas/Amenities Change air filters Clothes Care dryers free of lint Clothes Care equipment in good repair Tools/Maintenance Shop Inspect power tools Inspect hand tools Inspect extension cords & ladders Flammable materials stored in fire rated cabinet Shop clean & organized Safety equipment present & inspected Safety MSDS Book updated Monthly safety meeting conducted Fire extinguishers present & in service according to code Earthquake kit updated (if applicable) First aid kit updated Boiler and/or Equipment Room State inspection current and posted Circulating pumps checked for leaks/corrosion Pools Rules posted, life safety equipment in place. Proper testing/documentation Gates/latches in working order Lighting/electrical in working order Furniture in good repair Pump room clean/secured Special Focus Exterior Landscaping Inspect landscape sprinkler system. Make necessary repairs Check all exterior faucets for drips or leaks Completed by: CODE: Date =Completed/Acceptable Corrective Action Completed by C=Correction Required Date N/A=Not Applicable
PREVENTIVE MAINTENANCE CHECKLIST COMMUNITY ___________________________ JUNE_____________ TASK Grounds Check/clean rain gutters/downspouts Parking & drives free of pot holes Sidewalks/stairways in good repair All exterior lighting working properly Flags/poles in good repair Signs in good repair Dumpster/enclosures clean/repaired Buildings: Exterior Code Date Completed Comments
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Adara Communities Standard Operating Procedures | Resident Services Inspect screens Inspect fences & building exteriors Stairways clean, good condition Stair handrails properly secured Controlled access gates working properly Apartment Interiors-Inspect 1/3 of all apartments Change a/c filters & add drain pan tablets to drain pans in 1/3 of units Inspect water heaters for leaks Check windows/blinds Test smoke detectors, inspect sprinkler heads for paint Inspect all faucets, toilets for drips/leaks and signs of mold Inspect vacant apartments for sign of moisture/mold Interior Common Areas/Amenities Change air filters Clothes Care dryers free of lint Clothes Care equipment in good repair Tools/Maintenance Shop Inspect power tools Inspect hand tools Inspect extension cords & ladders Flammable materials stored in fire rated cabinet Shop clean & organized Safety equipment present & inspected Safety MSDS Book updated Monthly safety meeting conducted Fire extinguishers present & in service according to code Earthquake kit updated (if applicable) First aid kit updated Boiler and/or Equipment Room State inspection current and posted Circulating pumps checked for leaks/corrosion Pools Rules posted, life safety equipment in place. Proper testing/documentation Gates/latches in working order Lighting/electrical in working order Furniture in good repair Pump room clean/secured Special Focus Roofs, Gutters and Downspouts Inspect all roofs for signs of water or wind damage Tighten loose downspout straps Completed by: CODE: Date =Completed/Acceptable Corrective Action Completed by C=Correction Required Date N/A=Not Applicable
PREVENTIVE MAINTENANCE CHECKLIST COMMUNITY ___________________________ JULY_____________ TASK Grounds Check/clean rain gutters/downspouts Parking & drives free of pot holes Sidewalks/stairways in good repair All exterior lighting working properly Flags/poles in good repair Signs in good repair Dumpster/enclosures clean/repaired Buildings: Exterior Inspect screens Code Date Completed Comments
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Adara Communities Standard Operating Procedures | Resident Services Inspect fences & building exteriors Stairways clean, good condition Stair handrails properly secured Controlled access gates working properly Apartment Interiors-Inspect 1/3 of all apartments Change a/c filters & add drain pan tablets to drain pans in 1/3 of units Inspect water heaters for leaks Check windows/blinds Test smoke detectors, inspect sprinkler heads for paint Inspect all faucets, toilets for drips/leaks and signs of mold Inspect vacant apartments for sign of moisture/mold Interior Common Areas/Amenities Change air filters Clothes Care dryers free of lint Clothes Care equipment in good repair Tools/Maintenance Shop Inspect power tools Inspect hand tools Inspect extension cords & ladders Flammable materials stored in fire rated cabinet Shop clean & organized Safety equipment present & inspected Safety MSDS Book updated Monthly safety meeting conducted Fire extinguishers present & in service according to code Earthquake kit updated (if applicable) First aid kit updated Boiler and/or Equipment Room State inspection current and posted Circulating pumps checked for leaks/corrosion Pools Rules posted, life safety equipment in place. Proper testing/documentation Gates/latches in working order Lighting/electrical in working order Furniture in good repair Pump room clean/secured Special Focus Signs Office hours and emergency numbers posted outside the office door Directional, bandit and entry signs in good repair Handicap parking and future resident parking clearly marked Fire lanes and vehicle towing signs visible and in good repair Completed by: Date Corrective Action Completed by Date CODE: =Completed/Acceptable C=Correction Required N/A=Not Applicable PREVENTIVE MAINTENANCE CHECKLIST COMMUNITY ___________________________ AUGUST_____________ TASK Grounds Check/clean rain gutters/downspouts Parking & drives free of pot holes Sidewalks/stairways in good repair All exterior lighting working properly Flags/poles in good repair Signs in good repair Code Date Completed Comments
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Adara Communities Standard Operating Procedures | Resident Services Dumpster/enclosures clean/repaired Buildings: Exterior Inspect screens Inspect fences & building exteriors Stairways clean, good condition Stair handrails properly secured Controlled access gates working properly Apartment Interiors-Inspect 1/3 of all apartments Change a/c filters & add drain pan tablets to drain pans in 1/3 of units Inspect water heaters for leaks Check windows/blinds Test smoke detectors, inspect sprinkler heads for paint Inspect all faucets, toilets for drips/leaks and signs of mold Inspect vacant apartments for sign of moisture/mold Interior Common Areas/Amenities Change air filters Clothes Care dryers free of lint Clothes Care equipment in good repair Tools/Maintenance Shop Inspect power tools Inspect hand tools Inspect extension cords & ladders Flammable materials stored in fire rated cabinet Shop clean & organized Safety equipment present & inspected Safety MSDS Book updated Monthly safety meeting conducted Fire extinguishers present & in service according to code Earthquake kit updated (if applicable) First aid kit updated Boiler and/or Equipment Room State inspection current and posted Circulating pumps checked for leaks/corrosion Pools Rules posted, life safety equipment in place. Proper testing/documentation Gates/latches in working order Lighting/electrical in working order Furniture in good repair Pump room clean/secured Special Focus Conduct Annual Community Assessment Survey and attach
Completed by: CODE:
PREVENTIVE MAINTENANCE CHECKLIST COMMUNITY ___________________________ SEPTEMBER_____________ TASK Grounds Check/clean rain gutters/downspouts Parking & drives free of pot holes Sidewalks/stairways in good repair All exterior lighting working properly Flags/poles in good repair Signs in good repair Code Date Completed Comments
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Adara Communities Standard Operating Procedures | Resident Services Dumpster/enclosures clean/repaired Buildings: Exterior Inspect screens Inspect fences & building exteriors Stairways clean, good condition Stair handrails properly secured Controlled access gates working properly Apartment Interiors-Inspect 1/3 of all apartments Change a/c filters & add drain pan tablets to drain pans in 1/3 of units Inspect water heaters for leaks Check windows/blinds Test smoke detectors, inspect sprinkler heads for paint Inspect all faucets, toilets for drips/leaks and signs of mold Inspect vacant apartments for sign of moisture/mold Interior Common Areas/Amenities Change air filters Clothes Care dryers free of lint Clothes Care equipment in good repair Tools/Maintenance Shop Inspect power tools Inspect hand tools Inspect extension cords & ladders Flammable materials stored in fire rated cabinet Shop clean & organized Safety equipment present & inspected Safety MSDS Book updated Monthly safety meeting conducted Fire extinguishers present & in service according to code Earthquake kit updated (if applicable) First aid kit updated Boiler and/or Equipment Room State inspection current and posted Circulating pumps checked for leaks/corrosion Pools Rules posted, life safety equipment in place. Proper testing/documentation Gates/latches in working order Lighting/electrical in working order Furniture in good repair Pump room clean/secured Special Focus
Completed by: CODE:
PREVENTIVE MAINTENANCE CHECKLIST COMMUNITY ___________________________ OCTOBER_____________ TASK Grounds Check/clean rain gutters/downspouts Parking & drives free of pot holes Sidewalks/stairways in good repair All exterior lighting working properly Flags/poles in good repair Signs in good repair Dumpster/enclosures clean/repaired Code Date Completed Comments
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Adara Communities Standard Operating Procedures | Resident Services Buildings: Exterior Inspect screens Inspect fences & building exteriors Stairways clean, good condition Stair handrails properly secured Controlled access gates working properly Apartment Interiors-Inspect 1/3 of all apartments Change a/c filters & add drain pan tablets to drain pans in 1/3 of units Inspect water heaters for leaks Check windows/blinds Test smoke detectors, inspect sprinkler heads for paint Inspect all faucets, toilets for drips/leaks and signs of mold Inspect vacant apartments for sign of moisture/mold Interior Common Areas/Amenities Change Clothes Care air filters Clothes Care dryers free of lint Clothes Care equipment in good repair Tools/Maintenance Shop Inspect power tools Inspect hand tools Inspect extension cords & ladders Flammable materials stored in fire rated cabinet Shop clean & organized Safety equipment present & inspected Safety MSDS Book updated Monthly safety meeting conducted Fire extinguishers present & in service according to code Earthquake kit updated (if applicable) First aid kit updated Boiler and/or Equipment Room State inspection current and posted Circulating pumps checked for leaks/corrosion Pools Rules posted, life safety equipment in place. Proper testing/documentation Gates/latches in working order Lighting/electrical in working order Furniture in good repair Pump room clean/secured Special Focus Winter Preparation Snow and ice removal plans in place as per Emergency Sect., Safety Man. Supplies for severe freeze, snow and ice removal are in stock Exterior faucets are protected from freezing, freeze alerts are ready Completed by: Date Corrective Action Completed by Date CODE: =Completed/Acceptable C=Correction Required N/A=Not Applicable PREVENTIVE MAINTENANCE CHECKLIST COMMUNITY ___________________________ NOVEMBER_____________ TASK Grounds Check/clean rain gutters/downspouts Parking & drives free of pot holes Sidewalks/stairways in good repair All exterior lighting working properly Flags/poles in good repair Code Date Completed Comments
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Adara Communities Standard Operating Procedures | Resident Services Signs in good repair Dumpster/enclosures clean/repaired Buildings: Exterior Inspect screens Inspect fences & building exteriors Stairways clean, good condition Stair handrails properly secured Controlled access gates working properly Apartment Interiors-Inspect 1/3 of all apartments Change a/c filters & add drain pan tablets to drain pans in 1/3 of units Inspect water heaters for leaks Check windows/blinds Test smoke detectors, inspect sprinkler heads for paint Inspect all faucets, toilets for drips/leaks and signs of mold Inspect vacant apartments for sign of moisture/mold Interior Common Areas/Amenities Change air filters Clothes Care dryers free of lint Clothes Care equipment in good repair Tools/Maintenance Shop Inspect power tools Inspect hand tools Inspect extension cords & ladders Flammable materials stored in fire rated cabinet Shop clean & organized Safety equipment present & inspected Safety MSDS Book updated Monthly safety meeting conducted Fire extinguishers present & in service according to code Earthquake kit updated (if applicable) First aid kit updated Boiler and/or Equipment Room State inspection current and posted Circulating pumps checked for leaks/corrosion Pools Rules posted, life safety equipment in place. Proper testing/documentation Gates/latches in working order Lighting/electrical in working order Furniture in good repair Pump room clean/secured Special Focus Fire Protection All fires extinguishers serviced within 12 months Fire lanes marked and clear and fire hydrants are not obstructed Chimneys inspected Completed by: CODE: Date =Completed/Acceptable Corrective Action Completed by C=Correction Required Date N/A=Not Applicable
PREVENTIVE MAINTENANCE CHECKLIST COMMUNITY ___________________________ DECEMBER_____________ TASK Grounds Check/clean rain gutters/downspouts Parking & drives free of pot holes Sidewalks/stairways in good repair All exterior lighting working properly Code Date Completed Comments
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Adara Communities Standard Operating Procedures | Resident Services Flags/poles in good repair Signs in good repair Dumpster/enclosures clean/repaired Buildings: Exterior Inspect screens Inspect fences & building exteriors Stairways clean, good condition Stair handrails properly secured Controlled access gates working properly Apartment Interiors-Inspect 1/3 of all apartments Change a/c filters & add drain pan tablets to drain pans in 1/3 of units Inspect water heaters for leaks Check windows/blinds Test smoke detectors, inspect sprinkler heads for paint Inspect all faucets, toilets for drips/leaks and signs of mold Inspect vacant apartments for sign of moisture/mold Interior Common Areas/Amenities Change air filters Clothes Care dryers free of lint Clothes Care equipment in good repair Tools/Maintenance Shop Inspect power tools Inspect hand tools Inspect extension cords & ladders Flammable materials stored in fire rated cabinet Shop clean & organized Safety equipment present & inspected Safety MSDS Book updated Monthly safety meeting conducted Fire extinguishers present & in service according to code Earthquake kit updated (if applicable) First aid kit updated Boiler and/or Equipment Room State inspection current and posted Circulating pumps checked for leaks/corrosion Pools Rules posted, life safety equipment in place. Proper testing/documentation Gates/latches in working order Lighting/electrical in working order Furniture in good repair Pump room clean/secured Special Focus Completed by: CODE: Date =Completed/Acceptable Corrective Action Completed by C=Correction Required Date N/A=Not Applicable
HAPPY HOLIDAYS Give to others this month and remember how important you are to us. Pool Inspection Checklist
COMMUNITY ASSESSMENT SURVEY

Every month, the Community Manager and Maintenance Supervisor must conduct a Community Assessment Survey. This survey will identify existing and potential hazards that require attention. When identifying the hazards, remember to dig beneath the surface to determine the cause of the unsafe condition and to implement a permanent solution rather than a quick fix. Page 50
Adara Communities Standard Operating Procedures | Resident Services Correction dates must be noted on the survey along with the initials of the associate or name of vendor assigned to correct the problems. This form must be submitted to your District Manager via the monthly close out.
MOLD CONTAMINATION
Molds (fungi) are present almost everywhere in indoor and outdoor environments. The growth of molds is a contributing factor to indoor air quality (IAQ) pollution and one that has become a growing concern to the apartment industry. Adverse health effects that may be associated with exposure to molds can vary from hay-fever type allergy symptoms to life-threatening respiratory infections, depending on the person affected and/or the type of mold. When moldy materials such as wallboards and carpets are damaged or disturbed, mold organisms and associated products may be released into the air. Human contact with mold spores can occur through inhalation or direct contact. Some molds produce toxic chemicals called micro toxins, which can become airborne and contaminate airspace, even when surfaces appear free of mold infestation. There are no federal or state regulations defining which molds are harmful or what air concentrations of mold pose a threat to health. Federal guidelines have been created to assist community owners and Community Managers in identifying and treating mold contamination. Conditions That Cultivate Mold Growth Mold typically grows where theres moisture and/or water intrusion, and often goes undiscovered until someone has adverse effects. Moisture and water intrusion may include leaking roofs, plumbing leaks, sewer backups, floods, high humidity, heating, air-conditioning and ventilation problems, construction design defects, and water-damaged building materials. The conditions necessary for mold growth to occur on surfaces are:
Temperature range between 40 to 100F
Mold Spores
Nutrient base (something the mold spores can metabolize, such as cellulose in wood, paper and ceiling tiles, or dirt in
carpets and hidden areas, paint, etc.)
Moisture
Detecting Mold
Inspect your community and vacant apartments regularly.
The key to avoiding problems is early discovery. As long as mold remains undiscovered, it will continue to grow and become more costly to correct. All occupied apartments must be inspected at least once per year and more often if your community has a problem with recurring water leaks. Even after a leak or flood is cleaned up, moisture can remain and create an ideal breeding ground for mold. If a resident chooses to clean up a leak or flood without your help, you wont be able to prevent mold from growing and spreading. It is important to take reports of mold seriously. Use professional judgment and common sense to determine the extent of the problem. Some types of molds are more dangerous than others. If the mold is black, consult your District Manager. If the contamination is isolated and minor, service staff may be able to remedy. If you detect larger areas or extensive contamination, a professional environmental consultant and/or an abatement service may be necessary.
Require residents to inform you through the use of a lease addendum when they have leaks or floods.
Once detected, act quickly.
Remember that if mold can be seen or smelled, a mold problem exists and it is probably unnecessary to have testing completed Page 51 to identify the mold. A thorough visual inspection for mold growth, or signs of dampness or water damage as well as locating
Adara Communities Standard Operating Procedures | Resident Services mold by smell is a reliable and cost effective method for identifying areas needing mold remediation.
Correcting Conditions Which May Lead To Mold Growth Controlling moisture is the key step in preventing mold growth. Responding rapidly to reports of moisture or water penetration is often critical. To control moisture inside: Again, inspect your community and apartments regularly. Fix plumbing leaks, drips, or sweating pipes as soon as detected. Periodically service air-conditioning units. Include changing filters and inserting chlorine tablets in overflow pans. To control moisture outside: Maintain roof and gutter/downspout systems. Direct runoff away from foundation by grading, drain tile, landscaping, etc. Prevent leakage around windows, doors, flashing, etc. Waterproof foundation structure.
Whenever there is any type of moisture intrusion from the exterior or interior of a structure that is caused by an act of God, mechanical or plumbing malfunction or by human error, every effort must be made to identify the source of the problem and repair the damaged area within 48 hours. Take the following actions to correct the problem: Inspect the area to find the sources of moisture. Using a Service Request form, document the problem, including the apartment number, size of the damage, the location within the unit where the damage occurred and the action(s) taken to repair the problem. for moisture intrusion and damage. Repair Guidelines for Moisture Damage Employees must wear Personal Protective Equipment, including protective eyewear or goggles, gloves and a dust mask, while making the repair. Damage to wallboard and paneling, insulation (cellulose and fiberglass), wood surfaces and/or ceiling tiles: Wear protective glasses, gloves and dust mask while making the repair. Remove the damaged area and the area immediately surrounding the damage. Place damaged materials in a sealed plastic bag and dispose of in a trash receptacle. Dry out framing and exterior substrate using water extraction equipment. Accelerate drying process with dehumidifiers and fans. Use polyethylene sheet drop cloths to protect floor, furniture and other items in the area. If it is a very small leak and the material is relatively dry, clean the area with a solution of ten parts water to one part chlorine bleach. Never mix bleach and ammonia. Wipe damp surfaces and scrub as needed. For wood surfaces, use floor cleaner. Only after you have a completely dry area, reseal the surface by using a sealer with a fungicide additive, and then paint the area. If the wallboard, paneling, insulation, wood surfaces or ceiling tiles were removed, replace with new materials. Once the area has been repaired: Install a new air filter on HVAC system before turning the unit on. Inspect the unit within one week of repair. If damage returns, notify the Community Manager. DAMAGE TO CARPET AND PAD Page the Wear protective glasses, gloves and dust mask while making52 repair. Any apartments adjacent to the damaged apartments must also be inspected
Adara Communities Standard Operating Procedures | Resident Services Remove pad within twenty-four hours and discard in the trash receptacle. Remove moisture from carpet and flooring using water extraction equipment. Accelerate drying process with dehumidifiers and fans. Raise carpet from floor to allow air circulation on both sides. The Community Manager determines whether or not the carpet must be cleaned or replaced. After the sub-floor is completely dry, spray sub-floor and/or affected area with a micro ban solution to prevent fungus and mildew growth. Install new carpet pad. Dry or install new carpet. If existing carpet is used, shampoo and allow to dry completely. Replace HVAC return air conditioner filter. DAMAGE TO LINOLEUM, CERAMIC TILE AND VINYL TILES Wear protective glasses, gloves and dust mask while making the repair. Vacuum or damp-wipe area with water and mild detergent after moisture is removed. Scrub, if necessary. Accelerate drying process with dehumidifiers and fans. The Community Manager determines whether or not the flooring is repaired or replaced. The floor must be completely dry prior to installing new covering. Replace saturated and damaged sub-floor. Spray sub-floor with micro ban solution to prevent fungus and mildew growth. Replace HVAC return air conditioner filter. HVAC DUCTS If mold or mildew growth is visible or a musty smell is detected, contact a professional service specializing in ductwork cleaning to repair the problem. The professional service must be contacted within 24 hours of notification that a problem exists. To be prepared for this request, the following actions must be taken: Create a list of contractors that specialize in cleaning ductwork. Obtain two to three bids for the necessary work and submit to your District Manager.
If an employee does the work they must wear the specified Personal Protective Equipment during inspection and repairs and follow the steps listed below: Clean all vent covers that appear to have fungus, mildew or rust on them. Use a solution of ten parts water to one part bleach to clean the area. Never mix bleach and ammonia. Use a micro ban solution to clean vent(s) on both sides. Scrub the surface as needed and allow to dry completely. Do not reinstall vent cover until the HVAC ducts have been professionally cleaned by an outside contractor. If the vent needs to be replaced, seal it in a plastic bag and dispose of in the trash dumpster. Install new HVAC air conditioner filter before turning unit on. Inspect unit within one week of repair. If damage returns, notify your District Manager. PLUMBING LEAKS (SEWAGE) If you cannot find or repair the source of the problem, contact a licensed plumber immediately to make repair. Wear protective glasses, dust mask and gloves while making the repair. Page 53
Adara Communities Standard Operating Procedures | Resident Services Remove the damage components and dispose of materials in sealed plastic bag, or buckets in the trash dumpster. Dry out framing, flooring and exterior substrate using water extraction equipment. Accelerate drying process with dehumidifiers and fans. Replace all damaged or saturated sub-flooring, framing, insulation and veneer components within 24 hours. Use polyethylene sheeting drop cloths to protect floor, furniture and other items in the area. Only after you are sure that you have a completely dry surface, reseal or replace the surface by using a fungicide additive to the sealer and paint the area. If components were removed, replace with new materials. Install new return air conditioner filter on HVAC before turning unit on. Re-inspect the source of the leak and repair or replace components within one week. If problems persist or damage returns, notify your District Manager.
RESPONSE TO RESIDENT REQUESTS

If a resident visibly sees or smells mold and reports the problem: Complete a Service Request, noting the location of the problem within the apartment home. Inspect and repair the problem within 48 hours of notification following the steps previously outlined.
If the resident requests sampling or testing of the mold or mildew: Explain to the resident that we do not perform sampling or testing as there are no federal, state or local regulations stating material or air sampling is required. The resident may contact an agency to inspect the apartment for content in or on the material, substrate, framing or equipment or air if they choose at their own expense. Must the resident take actions to test the material; any destruction to the apartment home or building is prohibited. If a resident complains of illness due to mold growth or musty air smell: Contact your District Manager immediately for further instructions.
If a resident tests the affected area and the results are positive: Communicate to the resident that the source of the problem will be repaired promptly and properly. The materials or equipment affected will be repaired and/or cleaned as previously outlined.
TOOL AND EQUIPMENT INVENTORY An inventory of tools and equipment must be completed as part of the maintenance program. Use the Common Unit when entering inventory into the Computer Software System.. An inventory would also be appropriate prior to termination of a maintenance employee. In addition, maintain a perpetual inventory of common supplies used for routine housekeeping maintenance and preventive maintenance. Personal tools of Adara employees should be taken home everyday as Adara is not liable for any losses of such personal property.
SAFETY
Safety Policy Statement Page 54 Safety and health in our business must be a part of our every day operation. Without question it is every employees responsibil-
Adara Communities Standard Operating Procedures | Resident Services ity at all levels. This company intends to comply with all laws by being constantly aware of conditions in all work areas that can produce injuries. No employee is required to work at a job he or she knows is not safe or healthful. Your cooperation in detecting hazards and controlling them is a condition of your employment. Inform your District Manager immediately of any situation beyond your ability or authority to correct. The personal safety and health of each employee of this company is of primary importance. The prevention of occupationally induced injuries and illnesses is of such consequence that it will be given precedence over operating productivity whenever necessary. To the greatest degree possible, management will provide all mechanical and physical facilities required for personal safety and health in keeping with the highest standards. We will maintain a safety and health program conforming to the best practices of organizations of this type. To be successful, such a program must embody the proper attitudes toward injury and illness prevention on the part of supervisors and employees. It also requires cooperation in all safety and health matters, not only between supervisor and employee, but also between employees. Only through such a cooperative effort can a safety program in the best interest of all be established and preserved. Our objective is a safety and health program that will reduce the number of injuries and illnesses to an absolute minimum, not merely in keeping with, but surpassing the best experience of operations similar to ours. Our goal is zero accidents and injuries. Our safety and health program will include: Providing mechanical and physical safeguards to the maximum extent possible. Conducting a program of safety and health inspections to find and eliminate unsafe working conditions or practices, to control health hazards and to comply fully with the safety and health standards of every job. Training all employees in good safety and health practices. Providing necessary personal protective equipment and instructions for its use and care. Developing and enforcing safety and health rules and requiring employees to cooperate with these rules as a condition of employment. Investigating, promptly and thoroughly, every accident to find out what caused it and to correct the problem so that it will not happen again. We recognize that the responsibilities for safety and health are shared. The employer accepts the responsibility for leadership of the safety and health program, for its effectiveness and improvement, and for providing the safeguards required to ensure safe conditions. Community Managers are responsible for developing the proper attitudes toward safety and health in themselves and those they supervise, and for ensuring that all operations are performed with the utmost regard for the safety and health of all personnel involved, including themselves. Employees are responsible for cooperating wholeheartedly and genuinely with all aspects of the safety and health program including compliance with all rules and regulations, and for continuously practicing safety while performing their duties. Codes of Safe Practices All employees of this company shall follow these safe practice rules, render every possible aid to safe operations, and immediately report all unsafe conditions or practices to their supervisor/employer. Supervisors shall insist that employees observe and obey every rule, regulation and order necessary to the safe conduct of the work, and shall take such action necessary to obtain compliance. All employees shall be given frequent accident prevention instructions, practice drills and articles concerning workplace safety and health. Anyone known to be under the influence of alcohol and/or drugs shall not be allowed on the job while in that condition. Persons with symptoms of alcohol and/or drug abuse are encouraged to discuss personal or work-related problems with their supervisor/employer. No one shall knowingly be permitted or required to work while his or her ability or alertness is impaired by fatigue, illness or other causes that might expose the individual or others to injury. Employees must be alert to see that all guards and other protective devices are in proper place and adjusted, and shall Page worn in specified work areas. report deficiencies. Approved protective equipment shall be 55
Adara Communities Standard Operating Procedures | Resident Services Horseplay, scuffling, and other acts which tend to endanger the safety or well being of employees are prohibited. Work shall be well planned and supervised to prevent injuries when working with equipment and handling heavy materials. When lifting heavy objects, back support belts must be worn, and employees must bend their knees and use the large muscles of the leg instead of the smaller muscles of the back. Back injuries are the most frequent most persistent and painful type of workplace injury. Workers shall not handle or tamper with any electrical equipment, machinery, or air or water lines in a manner not within the scope of their duties, unless they have received detailed instructions from their supervisor/employer on how to perform the task. All injuries shall be reported promptly to the supervisor/employer so that arrangements can be made for medical and/or first aid treatment. First-aid materials are located in the office. Emergency, fire, ambulance, and rescue squads can be reached by dialing 911. Fire extinguishers are located at the office, clubrooms, and maintenance shops. SAFETY RULES Do not throw material, tools or other objects from heights (whether structures or buildings) until proper precautions are taken to protect others from the falling object hazard. Wash thoroughly after handling injurious or poisonous substances. Gasoline shall not be used for cleaning purposes. Arrange work so that you are able to face the ladder and use both hands while climbing. Do not climb on back of the ladder or stand on fold-down support shelf. USE OF TOOLS AND EQUIPMENT Keep face of hammers in good condition to avoid flying nails and bruising fingers. Check hammer handles to make sure they are secure and not split. Files shall be equipped with handles; never use a file as a punch or pry. Do not use a screwdriver as a chisel. Do not lift or lower portable electric tools by the power cords; use a rope. Do not leave the cords of these tools where cars or trucks will run over them or in walkways where someone could trip over them. Do not unplug an electric tool by pulling on the cord. All electrical tools or equipment must be checked periodically for frays or breaks in cord. MACHINERY AND VEHICLES Do not attempt to operate machinery or equipment without instructions on their use, unless it is one of your regular duties. Loose or frayed clothing, dangling ties or earrings, finger rings, etc., must not be worn near moving machinery or other places they can get caught. Machinery shall not be repaired or adjusted until after they have been turned off. Fire Extinguisher Safety Before installing your fire extinguisher, be sure you understand the instructions so that there will be no delay if a fire occurs. Before using the extinguisher, read the operating instructions on the extinguisher label carefully. Be sure you understand the instructions in the manual and on the extinguisher label. Also, it is your responsibility to ensure that all employees are trained in the use of a fire extinguisher. The fire extinguishers in your workplace must be recharged once a year if not activated during that one-year period. Fire extinguishers are to be inspected monthly to ensure they are properly charged. Contact your fire extinguisher supplier, local fire department, or qualified Service Technician to set up a hands on training session with all employees at your community. Page 56
Adara Communities Standard Operating Procedures | Resident Services Please discuss this topic in a safety meeting with your service and office staffs. If you have any questions or require additional information, please contact your District Manager. Circuit Protection Devices (Lockout/Tagout) Employees and others working with electrical equipment need to use safe work practices. These include: De-energize electrical equipment before inspecting or making repairs. Use electric tools that are in good repair. Use good judgment when working near energized lines. Use appropriate protective equipment.
DE-ENERGIZING ELECTRICAL EQUIPMENT The accidental or unexpected sudden starting of electrical equipment can cause severe injury or death. Before ANY inspections or repairs are madeeven on the so-called low-voltage circuitsthe current must be turned off at the switch box and the switch padlocked in the OFF position. At the same time, the switch or controls of the equipment being locked out of service must be securely tagged to show which equipment or circuits are being worked on. If more than one employee is repairing a piece of equipment, each must lock out the switch with his or her own lock and never permit anyone else to remove it. The service staff member must at all times be certain that he/she is not exposing other employees to danger. TOOLS To maximize his or her own safety, an employee must always use tools that work properly. Tools must be inspected frequently, and those found questionable, removed from service and properly tagged. Tools and other equipment must be regularly maintained. Inadequate maintenance can cause equipment to deteriorate, resulting in an unsafe condition. GOOD JUDGMENT All employees are to be thoroughly familiar with the safety procedures related to their particular job. When work is to be performed around energized areas, the basic procedures are: Have the area de-energized. Ensure that the line remains de-energized by using some type of lockout and tagging procedures. Use insulated protective equipment. Keep a safe distance from energized lines. Please contact your District Manager if you have any questions.
Ladder Safety Everyday injuries happen at the workplace because employees fail to use the proper ladder or moveable platform provided to reach items or relocate material. It does take time to get a ladder or a moveable platform, and when we are in a hurry it sometimes seems to make sense to step up on a box, a bucket, a chair, or another shelf to reach up. It seems to save time. Maybe it does once, twice, or even a dozen times, but then comes that one time when a foot slips, the shelf buckles or the chair moves causing a serious injury. Ladders and platforms are provided in order to avoid these types of injuries and to assist our employees in performing their job responsibilities. We try to keep them in good condition and depend on you to notify your immediate District Manager when a ladder or moveable platform is in need of repair. If any employee has a physical condition which makes climbing a ladder or a platform hazardous, you must advise your District Manager so an alternate arrangement can be made. It is the responsibility of the Service Supervisor at the community to ensure that each portable ladder meets the following criteria: Stepladders must be equipped with a metal spreader or locking device of sufficient size and strength to securely Page 57 hold the front and back sections in open position.
Adara Communities Standard Operating Procedures | Resident Services Ladders must be inspected frequently and those which have developed defects shall be withdrawn from service for repair or destruction and tagged or marked as DANGEROUS, DO NOT USE. Non self-supporting ladders shall be erected on a sound base with the base of the ladder a distance from the wall or upper support equal to one-quarter the length of the ladder, and placed to prevent slipping. The top of a ladder used to gain access to a roof must extend at least three (3) feet above the point of contact. In general industrial use, portable metal ladders may be used in areas containing electrical circuits, if proper safety measures are taken, e.g., placing a rubber mat or some kind of grounding device under the ladder. Must you have any questions concerning ladders and manual handling equipment, please contact your District Manager. Safety Meetings We recognize that we have a responsibility to provide a safe working environment and ask for your assistance and cooperation in ensuring that our company policies are fully understood by all employees. Briefly, our policies are as follows: We believe in safety and want to practice it daily. We want your cooperation and expect itit is part of your job. Always do the job the safe way. Set a good example for others. If you see something unsafe that could injure someone, correct it or tell us about it immediately so we can correct it. If you have any suggestions as to how we can improve our safety program, let us have your ideasthey will be given full consideration. In an effort to reinforce these goals and objectives with all employees, it will be mandatory that you hold meetings to discuss safety topics periodically. To assist you in developing your safety topics, you will receive information periodically addressing the areas about which we are most concerned. In addition, you are also free to discuss whatever safety issues you recognize as being necessary, as frequently as you deem practical. To document your safety meeting, please prepare a brief description of the items discussed. Ask each employee to sign a sheet entitled Employee Attendance Record and forward a copy to your District Manager for our permanent records. If you have any questions or require additional information on a specific safety topic, please contact your immediate supervisor.
HAZARD COMMUNICATION
About 32 million workers are potentially exposed to one or more chemical hazards. There are an estimated 575,000 existing chemical products, and hundreds of new ones are being introduced annually. This poses a serious problem for exposed workers and their employers. Chemical exposure may cause or contribute to many serious health effects such as heart ailments, kidney and lung damage, sterility, cancer, burns and rashes. Some chemicals may also be safety hazards and have the potential to cause fires and explosions and other serious accidents. What the Standard Requires (MSDS) The Hazard Communication Standard establishes uniform requirements to assure that the hazards of all chemicals imported into, produced or used in U.S. workplaces are evaluated, and that the resultant hazard information and associated protective measures are transmitted to affected employees and potentially exposed employees. Chemical manufacturers and importers must convey the hazard information they learn from their evaluations to downstream employers by means of labels on containers and material safety data sheets (MSDS). In addition, all covered employers must have a hazard communication program to get this information to their employees through labels on containers, MSDS, and training.
How to Comply With the Standard
Page 58
Adara Communities Standard Operating Procedures | Resident Services The following steps must aid you in complying with the standard and in developing your hazard communication program. List the hazardous chemicals in the workplace. Walk around the workplace, read all container labels, and list the identity of all materials that may be hazardous, the manufacturers product name, location, and telephone number, and the work area where the product is to be used. Be sure to include hazardous chemicals that are generated in the work operation but are not in a container (e.g., welding fumes). Review your list and determine whether any substances are exempt. Maintain the MSDS binder on hazardous chemicals used in your workplace, and include a copy of the latest Material Safety Data Sheets and any other pertinent information. Develop procedures to keep your list current. When new substances are used, add them to your list. Obtain the Material Safety Data Sheets for all chemical substances. If you do not have an MSDS for a hazardous substance in your workplace, request a copy from the chemical manufacturer, distributor or importer as soon as possible. A MSDS must accompany or precede the shipment and must be used to obtain identifying information such as the chemical name and the hazards of a particular substance. Review each MSDS to be sure that it is complete and clearly written. The MSDS must contain the physical and chemical Communities of a substance, as well as the physical and health hazards, routes of exposure, precautions for safe handling and use, emergency and first-aid procedures, and control measures. If the MSDS is incomplete or unclear, contact the manufacturer or importer to get clarification on the missing information. Make sure the MSDS are available to employees. Make sure all containers are labeled. The manufacturer, importer or distributor is responsible for labeling containers, but the employer must adhere to the following: Ensure that all containers of hazardous substances in the workplace are labeled, tagged or marked and include the identity of the hazardous chemical, and the appropriate hazard warnings. Container labels for purchased chemicals must also include the name and address of the chemical manufacturer, importer or other responsible party. Check all shipments of hazardous chemicals to be sure that they are labeled. If a container is not labeled, obtain a label or the label information from the manufacturer, importer, or other responsible party or prepare a label using information obtained from these sources. Employers are responsible for ensuring that containers in the workplace are labeled, tagged, or marked. Do not remove or deface existing labels on containers unless the container is immediately marked with the required information. Instruct employees on the importance of labeling portable receptacles into which they have poured hazardous substances. If the portable container is for their immediate use, then the container does not have to be labeled. Develop and implement a written hazard communication program that includes: Container labeling and other forms of warnings, Material Safety Data Sheets, Employee training on the list of chemicals, MSDS and labeling information, Methods for communicating hazards and protective measures to employees and others. Hazardous Chemical Storage The proper storage of hazardous chemicals is imperative. All chemicals containing sulfuric, muriatic, caustic acids must be stored separately from other chemicals. Pool chemicals must be stored in well-vented areas, preferably outside. Page 59
Adara Communities Standard Operating Procedures | Resident Services Fuels (no more than ten gallons) must be stored away from any and all sources of flame, heat, sparks, and no smoking signs properly posted. Paint thinners, reducers, must be stored in same manner as fuels. Storage areas must be checked daily for spills, leaks, and fumes. Products containing bleaches, ammonia or refrigerant must not be stored near drain cleaners. Hazardous MaterialsEmployee Training and Information Each Service Supervisor must provide his/her community with the proper training and information on any hazardous materials, which are located at the community. This training must include proper instruction in the following: Products by manufacturers name, since all Community Managers do not purchase from the same supplier. Inform employees of special handling procedures. Storage procedures. How to read and understand the MSDS in the event of an accident. The following quick reference form must be completed and posted in each location where the hazardous chemicals are stored and used. This form reflects all hazardous products used on your community by product name, the particular hazard warning, and the specific personal protection required. This form is intended to be an easier tool for reference than the actual MSDS; however, the MSDS must still be maintained and available.
Chemical Inventory Quick Reference Chart
PERSONAL PROTECTIVE EQUIPMENT

All safety equipment must meet American National Standards Institute (ANSI) standards and carry markings, numbers or certificates of approval.
Safety glasses shall fit high enough on the nose to adequately protect the eyes. Employees who wear prescription glasses where safety glasses are required must have eye protection that
meets ANSI Z87.1 standards. style.
Ear protection must be adequate and comfortable.
It may be necessary to purchase more than one brand or
All eye and face protection shall be purchased to be worn with appropriate head protection. Rubber gloves must be worn at all times when working with chemicals, e.g., oven cleaners, ammonia.
Respiratory protection is to be used in any and all of the following areas:
High dust areas. Toxic chemical storage, such as some janitorial products. Some maintenance chemicals, such as drain openers. Handling and/or using paint, stain killers such as Kilz, waterproofing materials, pesticides, any chemicals not
mentioned above which produces irritating odors. Read the label on the original container to obtain as much knowledge as possible about the product. Page 60
Adara Communities Standard Operating Procedures | Resident Services As approved, OSHA mask must be used in all conditions described above except dust. The throw away dust mask is approved for working under dusty conditions. Please contact your District Manager if you have any questions or require additional information.
BIOLOGICAL HAZARDS
Bio-Hazard Procedures Service employees for apartment communities are minimally exposed to biological hazards or waste products. The following are some definitions regarding biohazards:
Biological Hazard The term biological hazard or biohazard is taken to mean any viable infectious agent (etiologic agent)
that presents a risk, or a potential risk, to the well being of humans. ucts or fluids.
Medical Wastes/Infectious Wastes All waste products emanating from human or animal tissues, blood or blood prod Universal Precautions Refers to a system of infectious disease control that assumes that every direct contact with body
fluids is infectious and requires every associate exposed to be protected as though such body fluids were infected with bloodborne pathogens. All infectious/medical material must be handled according to Universal Precautions (OSHA Instruction CPL 2-2.44A).
Bloodborne Pathogens Infectious diseases, such as HIV or the Hepatitis virus, which are carried in the blood products.
When working on sewers, cleaning apartment homes, or handling trash, the following precautions must be used:
Wear gloves, goggles/face shield, and an apron when cleaning any blood or bodily wastes. Wear puncture resistant latex gloves inside leather gloves when handling trash; be careful when handling trash
not to squeeze, etc. due to the possibility of sharp instruments or needles.
If any hypodermic needles are found, handle with extreme caution and dispose in a hard sided container. Wear latex exam gloves, goggles/face shield and protective coverings when working with sewer lines or any
sewage wastes.
Discard latex gloves after single use. Wash hands after you remove your latex gloves and as soon as possible after contact with blood or body fluids. Wipe up blood or body fluid spills immediately and disinfect area with an approved cleaner/mixture of one part
household bleach and 10 parts water.
Report any exposures to your District Manager immediately.

If workers find an apartment that involves a serious Bio-hazard situation, such as a suicide or murder do not attempt the clean up. Use a professional service to handle the cleanup. An associate exposed to any biological hazards must notify their supervisor, who must report the contact immediately to the Regional Manager. Depending upon the type of exposure, the associate may be referred to a clinic for a Hepatitis B vaccination.
HIV/AIDS IN THE WORKPLACE: A GUIDE FOR EMPLOYEES

The following information is provided by AIDS Foundation Houston and Legacy Community Health Services. Initial concern about a deadly disease is understandable. It is natural for people to be afraid of a serious illness until they understand the facts. You will find that unlike many illnesses, HIV/AIDS is spread only in very limited ways, and that your chances of becoming infected in the workplace are little to none. Page 61
Adara Communities Standard Operating Procedures | Resident Services WHAT IS HIV AND AIDS? HIV Disease is caused by a virus. This virus is called HIV. If the virus gets into a persons bloodstream, it can attack a certain kind of white blood cell (a lymphocyte) that is vital to the working of the immune system. If left untreated, the infected persons immune system may be unable to fight off certain other opportunistic diseases. AIDS (Acquired Immune Deficiency Syndrome) is the name given to the last stages of progressed HIV disease. Many people with HIV may never even develop AIDS. HOW MUCH IS KNOWN ABOUT HIV/AIDS? A great deal is known about what causes AIDS, how HIVthe virus that causes AIDSis transmitted from person to person, and how HIV can be avoided. What is not yet known is how to cure the disease but, since the introduction pro-tease inhibitors such as Prezista, Reyataz & Norvir from the late 1990s to the mid-2000s it has become quite treatable. HIV is difficult to get. HIV is not easily spread from person to person, and it is never spread by casual contact. HIV cannot be passed through the air. Sneezing, breathing or coughing do not spread HIV. Touching, hugging, holding or shaking hands does not spread HIV disease. No cases of HIV have resulted from casual contact. Health care workers, such as doctors, nurses, dentists, or orderlies are protected from HIV while routinely taking care of HIV/AIDS patients by using proper infection control measures. Even where children have played, eaten, slept, kissed and fought with a brother or sister with HIV disease, none has become infected. MUST PEOPLE WITH HIV/AIDS BE ALLOWED TO WORK? So long as people diagnosed with HIV (or AIDS) feel well enough to work, they are able to work at no risk to themselves, and at no risk to their coworkers or to the public. The companies having experience in dealing with employees with HIV have determined that HIV disease can be treated like any other life-threatening illness, such as diabetes, cancer or heart disease. Thousands of persons who have been diagnosed with HIV are successfully employed. People with HIV disease are protected by the Americans with Disabilities Act (ADA). Any discrimination in the workplace is prohibited. MUST WE SHARE THE SAME EQUIPMENT AND FACILITIES? HIV is spread through blood or sexual contact. No cases of HIV have ever been linked to sharing keyboards, telephones, tools, papers, water fountains, bathrooms, vehicles, uniforms, chewed pencils, desks, toilet seats, showers, coffee pots or eating facilities. WHAT ABOUT SHARING FOOD? HIV is not transmitted through preparation or the serving of food or beverages. Food is not a vehicle for transmitting HIV. WHAT ABOUT SALIVA, TEARS AND SWEAT? Contact with these fluids is not a risk. No cases of HIV have ever been linked to saliva, tears or sweat. WHAT IF I AM EXPOSED TO BLOOD? Outside the body, the HIV virus is fragile; skin is a barrier against the virus. However, in case of heavy bleeding, spilled blood is best cleaned up with a normal solution of ordinary household bleach (10 parts of water to one part bleach). HOW CAN I PROTECT MYSELF FROM HIV? On the job, there is no need for any special protection. Off the job, dont share IV drug needles, and unless you know your sex partners sexual history, condoms must be used. WHAT DOES A COWORKER WITH HIV NEED FROM ME? Protect yourself from fear by learning the facts. She/he needs the same kind of concern and support that you would want if you had a serious and often fatal disease.
HEPATITIS IN THE WORKPLACE

The following information is provided by the Hepatitis Foundation. Page 62
Adara Communities Standard Operating Procedures | Resident Services WHAT IS HEPATITIS? Hepatitis C is an infectious disease affecting primarily the liver, caused by the hepatitis C virus (HCV). HCV is spread primarily by blood-to-blood contact associated with intravenous drug use, poorly sterilized medical equipment and transfusions. An estimated 130170 million people worldwide are infected with hepatitis C. The existence of hepatitis C (originally non-A non-B hepatitis) was postulated in the 1970s and proven in 1989. There is no cure or vaccine for HVC. Hepatitis B is an inflammatory liver disease caused by the hepatitis B virus (HBV) that results in liver cell damage, which can lead to scarring of the liver (cirrhosis) and increased risk of liver cancer in some people. Transmission Hepatitis virus is found in blood, seminal fluid, and vaginal secretions. It can be spread by:
Sexual contact with an infected person. Contact with infected body fluids, and contaminated needles, including tattoo/body piercing instruments. Infected mother to newborn at time of delivery. Those living in the same household with an infected individual are at risk of being infected.
Symptoms
Many people with newly acquired hepatitis B have no symptoms at all, or they may be very mild and flu-like: loss
of appetite, nausea, fatigue, muscle or joint aches, mild fever and a few may become jaundiced.
The only way to know if you are currently infected with HBV, or if you still carry the virus is to ask your doctor to
do a specific blood test for hepatitis B as it may not be included in a routine blood test. The test may not show positive during the incubation period (45-180 days).
What is the treatment for Hepatitis B? There is no known cure for hepatitis B. Thus, prevention is the best option to dealing with this disease. Currently, the only Food and Drug Administration (FDA) approved medicines for treatment of hepatitis B are interferon alpha and lamivudine. What is the Hepatitis B Vaccine? The hepatitis B vaccine has been available since 1982. The vaccines currently in use in the United States are made with recombinant DNA technology, and contact protein portions of HBV (usually parts of the outer protein or the surface antigen of HBV). Thus, the vaccines do not contain any live virus. The vaccine is administered intramuscularly in three doses usually given on a schedule of 0, 1 and 6 months, but there can be flexibility in this schedule. More than 95% of children and adolescents and more than 90% of young, healthy adults develop adequate immunity following the recommended three doses. Persons who respond to the vaccine are protected from both acute hepatitis B infections as well as chronic infection. Who Must Be Vaccinated? The Advisory Committee on Immunization Practices (ACIP) recommends hepatitis B vaccinations for everyone 18 years of age and younger, and for adults over 18 years of age who are at risk for HBV infection, which include:
Sexually active heterosexual adults with more than one sex partner in the prior 6 months, or have a history of
sexually transmitted disease;
Sexually active homosexual and bisexual men; Illicit injection drug users; Persons at occupational risk of infection; Hemodialysis patients; Household and sex contacts or persons with chronic HBV infection; Client and staff of institutions for the developmentally disabled.
Page 63
INDEX
A ADARA Philosophy, 11, 17, 34, 38, 39, 40, 44, 53, 56 AIDS Guide, 102 B Bid Approval, 15, 16, 18, 22, 23 C CARPET Cleaning, 49 Checklists Make-Ready, 2, 50 Chemical Storage, 2, 3, 31, 32, 36, 96, 97, 98, 99 Cleaning In-House, Procedure, 43 Products, 46 Tips, 2, 39, 43, 46, 47, 54 Cleanup Standards, 2, 34 Community Pool, 2, 4, 9, 10, 12, 16, 18, 22, 25, 34, 36, 37, 38, 39, 40, 41, 43, 44, 45, 52, 53, 58, 59, 82, 83, 86, 91, 99 Survey, 82 Contract Checklist, 1, 15, 17, 18, 19, 21, 22, 23, 28, 29, 30 Services, 12, 22 contractor Insurance, 22 References, 10, 12, 13, 14, 15, 16, 17, 21, 22, 23, 24, 25, 29, 32, 35, 36, 37, 87 Contractor Lien, 25 contractors Scope, 12, 13, 18, 22, 87 contracts Proposals, 12, 14, 17, 23, 26, 27, 28, 29 Corporate Guidelines, 13 Work Orders, 13 D damage Carpet, 86 E Equipment Personal, 99 F File work, 1, 4, 9 Service, 9 Flowerbed
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Adara Communities Standard Operating Procedures | Resident Services Standards, 2, 35 H hazards Biological, 100 Hepatitis B Transmission, 104 I Inventory Tool, 89 L Lawn Chemical, 36 Fertilization, 36 leaks Plumbing, 87 M maintenance Preventative, 4, 8, 9, 10, 11, 13, 28, 32, 33, 39, 50, 53, 58, 59, 89, 92, 94, 100 Maintenance Emergencies, 10 Make-Ready Schedule, 2, 38, 39, 42, 50, 56 mold Correcting. See detection, 60, 61, 63, 64, 66, 68, 70, 72, 74, 76, 78, 80, 83, 84, 87, 88 Ducts, 87 Mold Contamination, 2, 83, 84 mowing, 37 MSDS Comply, 97 P Painting Checklists, 40 Philosophy Adara, 11, 34, 38, 39, 40, 44, 53, 56 planting Specifications, 35 pool Inspection, 28, 31, 32, 64 Procedure, 32 R refrigerant recovery, 33, 98 Refrigerant Tracking, 33 Repair guidelines, 2, 56, 57, 85 S Safety Page 65 Statement, 2, 20, 31, 57, 60, 61, 63, 64, 66, 68, 70, 72, 74, 76, 78, 80, 90, 92, 93, 94, 95, 97, 98, 99
Adara Communities Standard Operating Procedures | Resident Services Service Request Maintenance, 4, 5, 9, 59, 85, 88 Follow up, 4 preventative, 4 swimming ; Spas, 31 Pools, 31 W weed, 38
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Resident Services

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SECTION 6 RESIDENT SERVICES

Adara Communities Standard Operating Procedures | Resident Services

Adara Communities Standard Operating Procedures | Resident Services

THIS SECTION IS STILL BEING WORKED ON TODAY!

Adara Communities Standard Operating Procedures | Resident Services

(Writing Done or Complete is not sufficient) Completed Service Requests must be

ACCEPTING A SERVICE REQUEST

IDENTIFYING SERVICE-RELATED PROBLEMS

Adara Communities Standard Operating Procedures | Resident Services paid.

Scope of work. Duration of work.

Adara Communities Standard Operating Procedures | Resident Services

When speaking to references, good questions to ask include:

Entity Name (NEVER USE ADARA COMMUNITIES)

Description of work and quantities of materials applicable. Assignment at owners option.

Adara Communities Standard Operating Procedures | Resident Services

All agreements must go month to month after original term.

NO First Right of Refusal clause.

FAIR HOUSING AND CONTRACTORS

Adara Communities Standard Operating Procedures | Resident Services

STANDARD CONTRACT AGREEMENT

CONTRACT VERIFICATION FORM

___________________________________________________________________________ ___________________________________________________________________________ Name of Person Contacted Date Comments: _______________________________________________________________

___________________________________________________________________________ ___________________________________________________________________________ Name of Person Contacted Date Comments: _______________________________________________________________

CONTRACTORS RECEIPT OF FINAL PAYMENT

Adara Communities Standard Operating Procedures | Resident Services

CONTRACT EXPIRATIONS AND RENEWALS

Corporate Executives are the ONLY persons authorized to sign contracts.

CONTRACT SERVICES SCHEDULE

Adara Communities Standard Operating Procedures | Resident Services

Beginning Date of Contract

Certification of Insurance Expires

Automatic Renewal or Cancellation Notice Required

WINTER POOL MAINTENANCE

REFRIGERANT RECOVERY/RECYCLING PROGRAM

DISPOSAL OF REFRIGERANT CONTAINING EQUIPMENT

TRACKING REFRIGERANT USE

Adara Communities Standard Operating Procedures | Resident Services

FLOWER PLANTING SPECIFICATIONS Flower planting specifications are as follows:

Adara Communities Standard Operating Procedures | Resident Services

The contractor will mow the lawn with sharpened blades.

Vendor will submit invoice for payment

APARTMENT CLEANING SPECIFICATIONS

Note: Apartment key must be returned at the end of each day.

KITCHEN & FIXTURES

PRELIMINARY WATER CHECK

Adara Communities Standard Operating Procedures | Resident Services

Adara Communities Standard Operating Procedures | Resident Services

Completed by: CODE:

Corrective Action Completed by C=Correction Required

Date N/A=Not Applicable

Completed by: CODE:

Corrective Action Completed by C=Correction Required

Date N/A=Not Applicable

Date N/A=Not Applicable

Completed by: CODE:

Corrective Action Completed by C=Correction Required

Date N/A=Not Applicable

Completed by: CODE:

Corrective Action Completed by C=Correction Required

Date N/A=Not Applicable

Completed by: CODE:

Corrective Action Completed by C=Correction Required

Date N/A=Not Applicable

_____________________________________ _ Name of Person Contacted Date Comments: ___________________________

_____________________________________ _ Name of Person Contacted Date Comments: ___________________________