Request for Proposal

Proposal Number: 8116

Submitted by:

SERVPRO of Fort Collins

308 North Link Lane

Fort Collins, Colorado 80524

970-493-6335

May 11, 2015

Review Board

City of Fort Collins (Fort Collins Police Services/Poudre Fire Authority)

215 N. Mason Street, 2nd Floor

Fort Collins, CO 80524

Dear Review Board,

SERVPRO of Fort Collins is honored to provide the following Proposal of Services. Our team takes great

pride in the capabilities of our company and we are confident in our ability to provide the services

outlined in Proposal No. 8116, specifically PFA & City Emergency Restoration Services. This proposal will

convey the capacity we have to provide these services to our community.

As a premier fire, water, reconstruction, and mold clean up and restoration contractor and as an elite member of SERVPRO’s Disaster Recovery Team, SERVPRO of Fort Collins has a dedicated and qualified staff to handle any size loss. We help to make it Like It Never Even Happened®. With experience in numerous large loss projects across the United States, including Hawaii, SERVPRO of Fort Collins has the restoration professionals and the equipment to get the job done and to get our neighbors back into their homes and businesses as quickly as possible. Thank you for the opportunity to be of service to The City of Fort Collins and our community. We appreciate your consideration of SERVPRO of Fort Collins and look forward to partnering with you. Sincerely, Daniel Jeffries

President/COO SERVPRO of Fort Collins

Office: 970-493-6335

servprofortcollins.com

Table of Contents

1. Experience with Planning, Organization, and Implementation

2. Detailed Plan of Execution

3. Key Administrative and Supervisory Personnel

4. Measures Taken for Employee Retention

5. Sustainability Plan

6. Subcontracting

7. Administering the Contract

8. SERVPRO Location, Equipment

9. Working with Insurance Companies

10. Standard Restoration Rates

11. Restoration Method

12. Suggested Penalties for Noncompliance

13. Surveillance

14. Exceptions to City’s Standard Services Agreement

Appendix A: References

Appendix B: Forms/Contractor Licenses

1. Experience with the Planning, Organization, and Implementation of Restoration Projects COMPANY BACKGROUND SERPVRO Industries Founded in 1967, The SERVPRO Industries Inc. Franchise System is a national leader of fire, water, mold and other specialty cleanup and restoration services. SERVPRO is a national system of nearly 1,700 Franchises and has the largest national footprint, which makes us “Faster to Any Size Disaster”. SERVPRO professionals have responded to property damage emergencies ranging from multi-million dollar disasters such as the Pentagon, to those suffered by individual businesses and homes. Following tremendous growth in the late 1990’s, Entrepreneur Magazine has ranked SERVPRO the #1 Franchisor in the restoration industry and #4 among all franchise companies of any type in 2012. SERVPRO Industries hosts a 140,000 square foot facility in Gallatin, Tennessee with a state-of-the-art training facility and National Call Center. SERPVRO of Fort Collins Our company has a staff of over 50 employees who are highly-trained in property damage restoration. From initial and ongoing training at SERVPRO’s corporate training facility to regular IICRCC certification, rest assured our staff is equipped with the knowledge to restore your property. In our business, you need us fast! The sooner we arrive, the better the chance we can reduce damage and save money. SERVPRO of Fort Collins is available 24 hours a day, seven days a week, 365 days a year. A trained, uniformed and background-checked SERVPRO professional will walk through the job process and then work quickly to restore your property to pre-loss condition whenever possible. The People, Experience, Training and Equipment make SERVPRO of Fort Collins the Difference! When you authorize SERVPRO of Fort Collins to begin the necessary cleaning and restoration services, we are committed to have all necessary emergency personnel and resources on site. Further, we endeavor to complete all necessary cleaning and restoration services in a timely manner in an effort to minimize your business interruption. Through the use of our mobile command center, we can work efficiently around-the-clock until completion of the project. Above all, we strive for 100% customer satisfaction on each and every project. We are confident that your choosing to work with SERVPRO of Fort Collins is the best choice you can make for your cleaning and restoration needs. SERVPRO of Fort Collins Quick Facts

IICRC Certified Firm in Fire, Water and Mold

Lead Certified Firm

Completed numerous Large Loss projects across the country, including Hawaii

10+ years of contracting and coordinating work crews

Accredited business with Better Business Bureau (A+ Rating)

12 Continuing Education Courses approved for Colorado Insurance Agent License, Wyoming Insurance License and Colorado Real Estate License

Additional Services:

1. Site Security –SERVPRO of Fort Collins is prepared to provide a complete security package at a moment’s notice. We understand the importance of securing all properties, no matter how large or small. We have over 1,000 lf of 6ft tall chain link fence stored at our Fort Collins Facility along with access to over 10 miles of temporary / privacy fencing through our support vendors. We are also able to accommodate all sizes of gates to allow for vehicle access to the secured site. We also have available Rapid Deployment Shelters that are able to be used as instant guard shacks / command posts as needed. SERVPRO of Fort Collins also has current contracts with security companies to be able to provide 24/7 armed security.

2. Scene Lighting – SERVPRO of Fort Collins has an extensive array of support lighting that includes

over 6,000 lf of construction string lights as well as 25 sets of LED demo work light towers. We also have in our local fleet 5 portable light tower units.

3. Temporary Heating Equipment – SERVPRO of Fort Collins owns 10 portable 60kw electric heaters and 8 diesel-powered heat wagons. If more heat equipment is needed we have partnered up with both United Rentals & Sunbelt to have access to any unit in their fleet at a moment’s notice.

4. Temporary Power- We own a 35 kw trailer-mounted generator and 8 portable generators as well access of up to 1999kw trailer-mounted generators. SERVPRO of Fort Collins has access to the largest fleet of restoration equipment in the state of Colorado.

5. Water Removal – SERVPRO of Fort Collins owns and houses multiple portable water extractors, industrial trash pump extractors, truck mount extraction units, as well as multiple weighted extraction units.

6. Assistance to Occupants – We are fully-staffed to assist all occupants in retrieving contents, contacting physicians and locating temporary housing from our mobile command/citizen assistance center.

7. Debris Removal – We not only have two 30-yard dumpster units at our location that are ready to deploy at the first request but we are partnered with both Waste Management and Gallegos Sanitation to acquire both trash and recyclable material dumpsters.

8. Fans for Drying – SERVPRO of Fort Collins owns more than 1,000 air movers and in addition to our other drying equipment, and we can utilize our franchise network to obtain additional equipment as needed. There are more than 15 franchises we can call upon within a one-hour radius of our Fort Collins headquarters. This increases our personnel and equipment resources 5-fold.

9. Pods/Onsite Storage Containers – We own and store at our headquarters two 40 lf storage containers and we also have partnerships with multiple storage container companies within a one-hour radius of our location.

10. Crime-Scene Cleanup – SERVPRO of Fort Collins employs a fully-trained and certified staff in crime scene clean up. We have an entire division of our company that is dedicated to hazardous abatement and clean-up. This division handles all hazardous materials ranging from mold, lead, asbestos, meth, and biohazards.

11. Hazardous Material Response – As stated above we have a fully-trained and certified division dedicated to hazardous material response. We have partnerships with the following companies for material testing: NES (National Environmental Specialists), DF Northern, Century Environmental, Banyan Environmental, Edge Environmental, and Risk Removal.

12. On-Site Portable Restrooms - We utilize Portable Rental Systems & United Site Services for all our portable needs to include but not limited to restrooms, hand wash stations, eye wash stations, fresh water holding tanks, containment trays, high-rise lift units, ADA-compliant decontamination stations and freestanding sanitizer stations.

13. Technical Rescue, Shoring, and Structural Engineering – We have added safety and rescue training courses from Technical Rescue Systems, LLC to our training program and will soon be able to offer this service with our in-house staff. We use United Rentals for any shoring equipment needs that may arise. CTL Thompson provides structural and general engineering services.

14. Heavy Equipment – SERVPRO of Fort Collins has multiple partnerships with equipment rental companies that are able to provide us with their full lines of equipment 24/7. We have agreements with following companies: United Rentals, Cat Rental, and Sunstate.

15. Victim Assistance - We have a direct partnership with both the local and national branches of the American Red Cross to provide assistance to any displaced occupants. We also ensure that all displaced occupants will have temporary housing/shelter until the Red Cross is able to step in and assist.

16. Tree Felling & Removal - SERVPRO of Fort Collins has specialized tree experts and arborists available for 24/7 tree services.

17. Cleaning & Salvage - SERVPRO of Fort Collins is a full-service salvage & content restorer to include collectables, art, electronics, documents, books, textiles, rugs, appliances, & hard contents.

SERVPRO of Fort Collins specializes in locating, acquiring, and managing of specialized resources and will support all agencies in time of need.

Project Example 1:

Location: 327 N. Howes Street, Fort Collins, CO 80524 Estimated Value: $4,400.00 Contact: Josh Suppes, Maintenance Supervisor, (970) 416-2186 jsuppes@fcgov.com A devastating fire occurred 12/31/14 at 327 N. Howes and the source was a cigarette that was dropped on the mattress when the tenant fell asleep. The tenant was a gentleman with developmental disabilities and fortunately was able to escape without injury. SERVPRO of Fort Collins was called out to do the board-up by the Fort Collins Housing Authority on the single-family home but first attended to the tenant, retrieving his guitar from the scene, checked him into a hotel and made sure he was comfortable and safe. The guitar was one of the only possessions that survived the fire. We brought the guitar to our facility, cleaned it from the smoke damage it sustained, restrung it, and returned it to the gentleman. We then boarded up all doors and windows (nearly all windows were blown out by the fire). Asbestos and lead testing were scheduled to help the FCHA determine whether to restore or demolish the structure. The estimated value of this job does include extensive lead and asbestos testing fees. Materials and Labor: Labor: Two carpentry laborers for a total of 12 hours to measure, cut, and install OSB: 3 sheets 2x4’s: 8x 10’

Project Example 2:

Location: 502 Suntrail Drive, Loveland, CO 80538 Estimated Value: $1,280.00 Contact: Steven & Lynae Guardado, owners, (970) 308-5479 lynaenaes@gmail.com

On 3/29/15 a vehicle drove through the Guardados’ perimeter fencing at their property at 502 Suntrail Drive. SERVPRO of Fort Collins was called out to “board up” the openings that were made when the vehicle entered and exited their yard. SERVPRO initially secured the site with 3 12’ x 15’ tarps while investigations were in progress. Upon release of the scene, we provided temporary fencing in the form of a standard board-up with OSB and 2x4’s, etc. Materials and Labor: Labor: Two carpentry laborers for a total of 12 hours to measure, cut, and install OSB: 12 sheets Tarps: 3 tarps 2x4’s: 10x 8’

Project Example 3:

Location: 7221 E. US Highway 34 Estimated Value: $3,100.00 Contact: Michael Earwood, owner (970) 667-2203 mearwood@graconcorp.com This structure was struck by a vehicle on 4/9/15. SERVPRO was called to board up the structure until repairs could be made. The impact affected the gas and electrical lines. We utilized our local crews in addition to our subcontractors to secure the electric, gas, and the structure itself. Structural jacking and supports were used to enable the business to remain operational until the repairs could be arranged. Materials and Labor: Labor: Mechanical & electrical subcontractors for 8 hours total and framing and general technicians for 8 hours total OSB: 5 sheets 2x4’s: 4x 8’ Project Example 4: CBRE/Fireman’s Fund - Colorado Springs, CO

This vacant building was managed by CBRE and insured by Fireman’s Fund. A fire riser froze and broke through six office walls, dumping approximately 2 feet of water throughout the building. Extraction began immediately and the building was stabilized with dehumidification to prevent secondary damage and mold growth until the building could be tested for asbestos. The test results for asbestos came back positive in almost the entire building. Due to the amount of damage caused to the asbestos-containing

material in the walls, Colorado State Law classified this as a major spill. According to Regulation 8 of Colorado State Law, the building was put under negative pressure to prevent a public hazard. Asbestos abatement started while stabilization continued so no further damage from the water or mold growth occurred. Once the asbestos abatement was completed the structure was dried using 2 large industrial desiccant dehumidifiers. Project Example 5: Timnath Elementary School – Timnath, CO

Over 7,000 lbs. of plaster and lath ceiling broke loose from its supports and fell on the third floor of Timnath Elementary School. Thankfully, the children were on Thanksgiving break and no one was inside the classroom at the time of the ceiling collapse. The building materials were tested for asbestos. Trace elements were found, however the results came back less than 1% containing asbestos, under limits that require asbestos abatement. OSHA-certified workers cleaned the area to stay compliant with OSHA regulations because the trace elements were found. As a precaution, the school district directed us to install additional support to the ceilings throughout the rest of the school. The building paint did test positive for lead and all work was performed in accordance with EPA lead safe practices under full containment. Over 35,000 sq. ft. of ceiling was reinforced on the second and third floors, requiring additional structural supports be installed to support the existing ceiling. This project lasted a little over a month, and we were able to meet our deadline and get the children back in their classrooms by the end of Christmas Break. Not a single day of school had to be cancelled due to this loss and we received many letters from the children of Timnath Elementary showing their appreciation for our work and our ability to keep them safe.

Project Example 6: Colorado Northwestern Community College – Rangely, CO

The Nichols North Dormitory at Colorado Northwestern Community College suffered a severe windstorm which blew off the entire roof of this two-story building. After the severe windstorm, a major summer rain storm drenched the building, which affected both floors with severe water damage. The building was not immediately dried and mold later affected both floors of this dormitory. We were chosen as the mold remediation company to get this building back to “Like It Never Even Happened”. Both floors of the building were remediated according to EPA Mold Remediation in Schools and Commercial Buildings guidelines. Negative air pressure was set up and a large amount of containment was constructed to prevent cross-contamination of the affected North Nichols Dormitory from the attached South Nichols Dormitory. 3,000 sq ft of affected acoustical ceiling tiles, over 6,000 sq ft of affected commercial glue-down carpet, 48 large closet cabinets and over 4,000 sq ft of affected ceiling drywall was removed. The entire HVAC system was cleaned and sealed. The college put a short turnaround time on this project and we were able to meet our 5-day deadline. All visual assessments were passed and the final air sampling clearance was passed which showed the effectiveness of our mold remediation services.

2. Describe your detailed plan of execution for PFA and City emergency services: PLAN OF EXECUTION:

SERVPRO of Fort Collins utilizes an emergency service plan that is structured around FEMA National

Incident Management Systems (NIMS) in order to communicate and interact with all emergency

responders. The plan utilizes and describes organizational levels, personnel assignments, reporting and

emergency procedures as well as emergency alert levels. This plan allows us to properly manage

equipment and manpower needs in order to maximize our abilities. All situations and incidents will vary

and this plan will be used as a guide line and maybe adjusted as needed.

The purpose of this plan is to provide proper procedures for personnel to respond and to successfully

complete any and all emergency tasks. This plan will include the process in which we receive and

dispatch emergency calls to include timelines and emergency staff to be utilized.

SERVPRO of Fort Collins utilizes color alert levels of escalation. We determine the levels by constantly

monitoring of the weather, scanners for emergency responders’ activity and incoming calls to our

dispatch center. The following breaks down the different alert levels:

ALERT LEVELS

GREEN – Normal weather conditions with normal emergency responder’s activity as well as normal

call volume into the dispatch center. On-call crew is able to maintain all response times without any

additional support from the back-up crew.

YELLOW- Weather conditions have increased to moderate but still with warnings being issued by local

weather agencies. Emergency responder activity has increased and multiple incidents are being

reported. On call crew is still able to maintain all response times but the backup crew has been put on

active status and is now responding to calls and the off duty crews have now been put on notice and

are waiting to be made active.

RED- Weather conditions have increased to severe and warnings have increased to watch status and

disaster incidents are probable. Emergency responders’ activity is highly active and multiple ongoing

calls throughout their coverage areas. All crews have been activated and are responding to emergency

calls. At this level our Disaster Recovery Team (DRT) is on alert and we have started flying in key

personnel to start setting up our command center at a remote location within the approved area by

the acting Incident Commander.

AVAILABLE MANPOWER & DISPATCH CAPABILITIES

SERVPRO of Fort Collins employs over 75 people and has over 50 qualified personnel who can

respond to emergency calls over the escalation system. We also have over 15 partnering

franchises within a 1 hour radius to increase our ability to handle any over flow in the instance of

a catastrophic emergency. We have a fleet of over 50 vehicles of all sizes allow to provide many

different functionalities.

Organization & Personnel Assignments & Reporting Procedures

Project Managers, Operations Management & Owners:

Assesses damage of the emergency

Keeps an accurate account of all events throughout emergency service calls

Assesses extent of services required with incident commander of requesting agency and

executes the services per protocol

Arranges all on-call personnel to function to the top of their ability

Coordination of outsourcing assistance

Evaluation of schedules during broadened service restoration

Completes service call report and file it to the appropriate department

Collaborates on site with all on-call personnel to discuss checklist protocol

Ensures that all equipment is functioning properly, allowing response to be immediate

On-Call Personnel:

Follows precise course of action per management on priority board-up services and security

Supplies detailed communications and updates to Crew Chiefs and all upper management

Ensures the scene of emergency is cleared of all debris and equipment

Systematizes board up service and additional services during the course of emergency

Ensures that vehicles are ready with proper equipment and materials to respond to

emergency effectively

Reestablish all equipment in emergency area

Collaborate on-site with all Project management to discuss checklist protocol

Training Management:

Maintains properly trained affable personnel answering emergency calls

Trains all employees on appropriate protocols

Effectuates processes to exceptional protocols

Oversight of weekly occurrence exercises and proper documentation

Specialized Service Providers:

Reciprocates on-site per Project Managers request

Assessing damage to provide severity and duration of services appropriate

Supplies detailed communications and updates to project management.

Engineering Personnel:

Reciprocates on-site per project manager’s request.

Evaluates security and legitimate acknowledgment to structure, proposing recommended

remediation

Keeps accurate record of all issues per emergency, to be referenced postliminary

Schedules a final walk-through with project management to ensure precision

Completes an engineer’s report, records report to all necessary departments

Handling Procedures:

All phones are answered 24 hours a day 7 days a week. All calls will be answered from qualified

personnel to ensure we receive accurate information from customers, emergency authorities and our

answering service.

Emergency Response Procedures:

SERVPRO of Fort Collins is dedicated to following guidelines for board-up safety and standards such as

U.S Fire Administration, FEMA, National Fire Protection Association and the Colorado standard.

When the project manager arrives, they will contact the incident commander to receive a full

discussion on necessary information pertinent to emergency. They will collaborate to gather the

necessary services.

The project manager will then relay all information of the situation to the crew and advise the

direction and priority of board up services, and other services necessary.

Project manager and crews will start with boarding up the structure per standard depending on

the severity of the crisis.

Training Program:

SERVPRO of Fort Collins has a training program that covers everything from basic OSHA-required

training to specialized field training. We utilize different organizations for training and accreditation to

include but not limited to the following institutions: IICRC, OSHA, FEMA, and TRS. We are constantly

training our staff in order to maintain the most competent staff in our field. We believe in investing in

each and every one of our employees allowing us to be the best at what we do.

Disposal and Recycling:

SERVPRO of Fort Collins utilizes local agencies to assist and provide dumpsters for recycling and we

assure that all materials that are disposed of are done in accordance with local rules and regulations.

3. Key Administrative and Supervisory Personnel

Management Team

Daniel Jeffries, President/COO of SERVPRO of Fort Collins

Daniel is one of the most successful owners in the SERVPRO community. In January 2002, he began his

ownership career with Proserve Carpet Cleaning. After successfully running the business for 4 years

Daniel’s drive to succeed led him to open his first SERVPRO Franchise in 2006 in Tennessee. Here he

learned the intricacies of the SERVPRO system and quickly established himself as a leader in the

industry. After making the decision to move to Fort Collins with his fiancée Arezo, Daniel purchased

SERVPRO of Fort Collins and within 4 years has transformed the franchise into a multi-million dollar

company with one of the largest Disaster Recovery Teams in the nation. Currently Daniel is the

President/COO of two SERVPRO franchises and has a reach that is far superior to any other restoration

company in locally.

Current 1. SERVPRO of Beverly Hills, 2. SERVPRO of Fort Collins

Previous 1. SERVPRO of Fayette, Tipton, Haywood & Hardeman Counties, 2. Proserve Carpet Cleaning

Education

1. Northwest Mississippi College

Jeffrey Matlock, Director of Operations

A long-time business partner of Daniel Jeffries, Jeffrey has been in management for the majority of his

professional career. Following Daniel, Jeffrey has helped SERVPRO of Fort Collins manage a budget of

millions of dollars and has successfully managed operations for one of the Largest Disaster Recovery

teams in the nation. Jeffrey is a natural born leader who prides himself in maintaining relationships that

help the development of SERVPRO and of its employees. With over 10 years of experience in large loss

and residential services Jeffrey has been the point of contact when disaster strikes.

Director of Operations - Disaster Recovery Team Servpro of Fort Collins

May 2013 – Present (2 years 1 month)

Operations Manager - Disaster Recovery Team SERVPRO of Fort Collins

September 2011 – May 2013 (1 year 9 months)

Operations Manager - Storm & Large Loss Division SERVPRO of Fayette, Tipton, Haywood, & Hardeman (Memphis)

September 2007 – October 2011 (4 years 2 months)Greater Memphis Area

Chris Garret, Operations Manager – Disaster Recovery Team

Chris is currently managing between 15-20 Project Managers and Sales Associates across the United

States. Chris’s specialty is large commercial losses anywhere in the county and he has the support of our

Disaster Recovery Staff that be can be dispatched to anywhere in the United States. Chris has managed

many large loss projects across the state of Colorado in addition to Hawaii and across the rest of the

continental United States.

Operations Manager - Commercial Loss Division SERVPRO of Fort Collins

May 2013 – Present (2 years 1 month)

Project Manager SERVPRO of Fort Collins

October 2011 – Present (3 years 8 months)

Project Manager SERVPRO of Fayette, Tipton, Haywood, and Hardeman Counties

May 2010 – October 2011 (1 year 6 months)Greater Memphis Area

Jeff Bowers – Operations Manager

Jeff Bowers has recently made the transition from Paul Davis Restoration to SERVPRO of Fort Collins and

brings exceptional experience in the restoration industry. He has quickly made a positive impact on

SERVPRO and its employees with his positivity and project management capabilities. Beginning his

career in the industry in the early 2000’s Jeff has industry knowledge of construction, fire/smoke/water

mitigation, board-ups, and turn contracts. Previous work history includes:

2014 – March 2015 Operations Manager

Paul Davis Restoration

• Improve the operational systems, processes and policies, management reporting, information flow and management, business process and organizational planning.

• Manage and increase the effectiveness and efficiency of Support Services (HR, IT and Finance), through improvements to each function as well as coordination and communication between support and business functions.

• Play a significant role in long-term planning. • Management of department budgets in coordination with the Owner. • Development of training procedures and programs for all staff • Organization of fiscal documents. • Regular meetings with Owner. • Supervise and coach office staff

2013 – 2014 Estimator

All Phase Restoration

Specializing in fire and water restoration of residential and commercial properties

Estimate restoration and remodeling projects using Xactimate estimating software

Identify, establish, maintain and grow professional working relationships with adjusters, agents, referral sources and sub-contractors

Manage the client relationship & construction project Coordinate with engineers, architects and the project management team

2009 – 2013 Structural Division Manager / Project Manager / Estimator

Paul Davis Restoration

Specializing in fire and water restoration of residential and commercial properties

Estimate restoration and remodeling projects using Xactimate estimating software

Coordinate with engineers, architects and the project team Maintain budgets, bids and project cost management Supervise all sub-contractors and vendors Schedule sub-contractors and suppliers, maintain construction timeline and

track job costs

2006 – 2009 Operations Manager / Project Manager / Estimator

ENSCOR, LLC.

Specializing in site and civil projects, including: land clearing, earth moving, sewage,

water, drainage systems and road/soil cement construction

Schedule and coordinate all construction processes Direct the work of superintendents, crew supervisors and sub-contractors Oversee the delivery and use of materials, tools and equipment Obtain all necessary permits and licenses Direct and monitor compliance with all regulatory and safety codes

2000 – 2006 Owner / Estimator

The Concrete Doctors

Owned and directed operations of decorative concrete company

Coordinate plans, specifications, cost projections and quantity take-offs Generate conceptual, negotiated and hard bid proposals Prepare information based strategies on upcoming residential and commercial

projects

Certifications, Interests and Experiences

1990 – 1996 Corporal - United States Marine Corps.

2011 – Present Community Volunteer - Realities For Children Charities

2014 Realities for Children Volunteer of the Year Award

2009- Present IICRC Certification WRT, Fire

2014- Present NIMS IS 100a, IS 100b, Is 200a, IS 200b, IS-00700a, IS-00800.b,

2014- Present Certified Emergency Recovery Manager

2009- Present LEAD certified

2009- Present BIO-HAZARD Training

Production Staff

AJ Rodarte, Production Manager

AJ began his career at SERVPRO of Fort Collins as a technician. After serving as a technician AJ was

promoted to Crew Chief. After excelling in the Crew Chief role, he was promoted again to Project

Estimator in which he served for over a year in half, then promoted again to Production Manager in April

of 2015. AJ has been instrumental in the success of SERVPRO of Fort Collins. The SERVPRO system is one

of the largest referral networks in the United States. AJ’s ability to develop relationships and understand

complex systems while seeing the big picture is very unique in the industry. AJ is one of the most

compassionate and capable assets in the field. He is always to the first to volunteer and is always on the

phone with customers and clients making sure processes are going smoothly.

Nick Lawler, Crew Chief

Nick Lawler comes to SERVPRO of Fort Collins from the asbestos remediation industry where he worked

for Comprehensive Risk Services. Nick is certified with the OSHA 10 program & IICRC WTR and is quickly

becoming a capable leader when responding to calls for either fire or water restoration. Nick has

showed extreme dedication in his 8 months at SERVPO and is being looked at for future management

positions.

Devon and Damon Packard, Crew Chiefs

SERVPRO of Fort Collins is in the unique situation to employ two outstanding gentlemen, who are not

only experienced restoration professionals, but brothers as well. Beginning their restoration industry

careers at All Phase Restoration, Devon and Damon quickly moved into Crew Chief roles because of their

desire to learn and their positive attitudes. Devon holds a WTR certification with the IICRC. After

working at All Phase for several years we are lucky to have these two gentlemen on our team to share

their industry experience and background.

Sales and Marketing

Miles Harding, Marketing Manager

Miles Harding entered the marketing industry in 2004 as the Director of Marketing and Research for an

Arizona-based commercial real estate brokerage. Miles has been directly responsible for building

relationships with agents and adjusters to bring significantly more business to SERVPRO of Fort Collins.

Miles is WRT and AMRT IICRC certified and is also NIMS certified. He also holds a B.A. in Finance from

the University of Arizona. Previous work history includes:

Rachel Hendrickson, Sales and Marketing Representative

Rachel is relatively new to the restoration industry, however she has quickly established herself as a

dependable resource to her clientele while learning the restoration industry very quickly. She has shown

her capability to create long-lasting relationships. At SERVPRO of Fort Collins we never promise more

than what we can deliver. Rachel has consistently brought this message to her clients and she is gaining

respect in the community for her upfront approach to business and compassionate nature.

SERVPRO has developed an unmatched franchise network that is capable of handling any size disaster or

event in any part of the country. Following a localized catastrophe, such as the recent September floods

in Colorado, SERVPRO layered in hundreds of additional crews from the nearest franchises to assist in

high call volume. This system is organized through one central storm site leader that establishes

command out of the nearest office to ground zero. Our process can be scaled up or down depending on

the community’s need. We have the ability to call in one franchise partner for assistance, or hundreds

within 24 hours of the event. Although we are one of the top 3 operators in the country, we realize that

every business has a capacity and should it be compromised due to a large volume of work, we are

prepared to staff-up utilizing our network and provide consistent service to our community. Our

resources are unlimited with this system of organization and cooperation from our network.

4. SERVPRO of Fort Collins’ Employee Retention Plan

SERVPRO of Fort Collins cares about their employees and we strive to keep our team happy,

competitively paid, and with the desire to stay employed here. We are constantly working to develop a

culture that allows for a work-life balance while allowing for employees to take time to spend with their

families. The restoration industry is notorious for high employee turnover and we are striving to make

SERVPRO of Fort Collins the exception. We believe in the value of constant learning and encourage all

employees to further their knowledge of the industry through classes, seminars, and networking. There

is a consistent emphasis on learning new methods of completing restoration work, about the equipment

we utilize, and safety practices.

SERVPRO of Fort Collins is also currently completing a large remodeling of our current building. Once

completed, staff will have access to state of the art break rooms, employee training rooms, IT, stocked

refrigerators, exercise facilities, and many other amenities.

The most-recently-hired 11 employees have averaged 11.5 months and a retention rate of nearly 80%.

5. Sustainability Plan

SERVPRO of Fort Collins recognizes that it has a responsibility to the community and environment

beyond legal and regulatory requirements. We are committed to reducing our environmental impact

and continually improving our environmental performance as an integral part of our business strategy

and operating methods, with regular review points. SERVPRO of Fort Collins has added Fleet Matics

tracking software to every vehicle in the company in an effort to minimize our fuel consumption. Using

Fleet Matics software allows us to dispatch jobs to the vehicle that is closest to the destination, keeping

pollution to a minimum. We as a company use travel alternatives such as e-mails and phone

conferences as often as feasible. SERVPRO of Fort Collins is committed to donating and recycling all

unusable products and continuously implementing more recycling efforts. We encourage customers,

suppliers and other vendors to do the same. SERVPRO of Fort Collins has evaluated techniques in water

conservation and have teamed up with e3 Solutions, whom takes dirty water and filters it to convert

into clean, usable water. SERVPRO of Fort Collins and e3 Solutions see the demand for water as one of

the most important considerations in the way we conduct business in the restoration industry.

Additionally, SERVPRO of Fort Collins utilizes digital technology to create and submit forms as often as

possible to minimize our paper use. All printed material that is no longer needed is recycled along with

all aluminum, water bottles, etc.

SERVPRO of Fort Collins will also coordinate material clean-up of all board-up and reconstruction

processes at SERVPRO of Fort Collins’ expense. Material that cannot be used again by SERVPRO of Fort

Collins will be recycled whenever possible. Any oils that are non-reusable will be donated to American

Petroleum Institute and batteries are donated to local designated drop-off locations. SERVPRO of Fort

Collins recognizes the necessary needs for proper recycling procedures and staying as green as possible.

6. Do you plan to subcontract portions of your work? Please discuss any subcontracting relationships that you have set up in responding to this request. Identify those segments of work that are subcontracted. How will you maintain and monitor your relationship with any subcontractors that you have identified as being a part of this response? SERVPRO of Fort Collins always tries to complete as much of our work with our own employees, but it is often necessary to access subcontractors and outside vendors to complete complex projects. Typical board-up procedures would not typically necessitate any subcontracting, however, but we have established a preferred network of subcontractors that are thorough, trustworthy, and dependable. We maintain our relationships be ensuring that all subcontractors and vendors are paid promptly and monitor their work throughout any project. If an issue with quality of work, timeliness, etc. arises we address the issue immediately and if the issue is not resolved satisfactorily that subcontractor or vendor is removed from our preferred network. Vendors that we commonly utilize include:

1. Site security; including temporary fencing, security personnel and site access control.

American Fence United Site Service Securitas (security)

2. Scene lighting. United Sunbelt

3. Temporary heating equipment. United Sunbelt

4. Temporary power.

United Sunbelt Ally

5. Water removal. In-House

6. Assistance to occupants in retrieving immediate needs (contents) that are not contaminated.

In-House

7. Debris removal (including dumpsters and/or trucks).

Waste Management Gallegos Sanitation Home Builders

8. Fans for drying.

In-House Sunbelt United

9. PODS or similar containers for temporary storage.

Fort Collins Mobile Storage

10. Crime-scene cleanup; i.e. biohazard remediation (e.g. meth-lab cleanup).

In-House

11. Hazardous material response, including asbestos identification & abatement.

NES for identification Edge Environmental for abatement

12. On-site portable restrooms.

Portable Rental Systems United Site Services

13. Technical rescue and shoring, as well as structural engineering.

Technical Rescue Systems, LLC

14. Heavy equipment; i.e. skid steer, front end loader, cranes, etc.

CAT Rentals Sunstate

15. Victim assistance: temporary housing, emergency toiletries, etc.

American Red Cross

16. Tree felling and removal. Davie Tree Expert Company ArboRX Tree Care

17. Cleaning and salvage of valuable items (books, paintings, clothing, etc.).

SERVPRO- Document Restoration ERS or Tek Pro Global- Electronics ERS or Chicago Art Institute (Valuable Art & Books)

SERVPRO of Fort Collins is committed to maintaining high quality standards. As our business has been

growing our access to equipment, consumables and our technicians have been growing rapidly as well.

We have a large variety of specialized equipment at our headquarters and access to more. Items

available to our fleet include:

69- Generators

53- Spider boxes

4- 400 Amp power distribution boxes

20- Portable industrial extractors

3- Truck mount carpet extracting machines

350- HEPA filtered air scrubbers

250- Dehumidifiers

9- Pumps (submersible & trash)

40- Demo lights

60- 100’ Sections of string lights

10- Auto/pick up/ utility van

10- Box trucks

1- Mobile command center

6- 53’ On-Site recovery trailers

2- Semi trucks

5- Trailers

SERVPRO of Fort Collins is consistently growing to facilitate the needs of the community; we are adding

to our equipment inventory every year.

7. Explain in detail how you will effectively administer this contract. Take into account the following requirements:

For PFA and/or the City to track and administer this contract it will be necessary to receive a service ticket for each job ordered or dispatched by PFA and/or the City.

Identify any third parties that may be invoiced and explain your process for invoicing them. In particular, tell us if you use the Xactimate system.

Do you have a single point of contact for all customer services related issues? If so, identify that individual and include their resume in your list of key personnel. SERVPRO of Fort Collins will have staff available 24/7/365 to respond to calls from the City. Will have

trucks ready – tarp & board-up capable. When call is received, a project manager & work crew will be

dispatched within 15 minutes and we will contact the City to confirm the ETA of our crew. The crew will

be on-site within 1 hour and will establish an initial scope of work based on the damage. All information

(forms, photos, and notes) will be inputted into SERVPRO’s internal job tracking system (Drybook). We

will collect the insurance agent, adjuster, and claim number information at the site. The City will be

notified at this point of the scope of work and the status of our progress. An Xactimate estimate will be

created and sent to the insurance adjuster, homeowner, etc. Upon completion of the initial board-up,

we will obtain a signed Certificate of Satisfaction form, upload all photos (before & after), and make sure

that we have all parties’ contact information. Finally, our accounting department will create an invoice

and deliver to the responsible parties. After the 24-hour waiting period has expired we will follow-up to

determine if additional restoration services are desired.

8. It may be necessary to make an on-site visit by PFA and/or City personnel to your office/dispatch center. In lieu of such a visit the following details about our organization are as follows: Our business headquarters and location from which our personnel will be responding is located at: 308 N. Link Lane Fort Collins, CO 80524 This is also the location where our materials are stored and picked up. We normally respond with the following tools & equipment on each truck:

16 air movers

3 LGR dehumidifier units (desiccant dehumidifiers if needed also)

4 air scrubbers

Various saws, drills, & hand tools to accommodate demolition and construction

Moisture meter and moisture sensor Infrared camera Water/sewage extractor

SERVPRO of Fort Collins’ restoration crews are structured with IICRC certified technicians and crew chiefs with considerable experience. We do not respond with general laborers that are not familiar with the nature of restoration work or OSHA safety regulations. Typically, our crew chiefs and technicians responding have at least 2 years of experience conducting similar work to which they are responding. Our anticipated response time is to be on-site within 1 hour. Following an initial board-up, our priority is making sure the homeowner, tenant, or business owners have a place to stay, toiletries, clothing, toys for children, etc. We know that we cannot (and should not) discuss further work to be done at the property where we responded, but understand the importance of sensitivity to those affected by the loss that has occurred. Upon completion of the board-up, we will also complete a checklist allowing us to track specifically what services were provided, which will be delivered to the PFA, insurance carrier, and home or business owners.

9. Define your process for working with insurance companies for emergency restoration Activities: SERVPRO of Fort Collins works very closely with major insurance carriers and SERVPRO (Corporate) is constantly working with these entities to establish National Accounts Guidelines. National Accounts Guidelines provide assurance to our clients that SERVPRO Franchises will provide a consistent level of service throughout the country. The Guidelines are the minimum responsibilities for providing cleaning and restoration services for SERVPRO’s clients. In many cases, you will receive referrals directly from an insurance company or other client. Clients participating in national programs with SERVPRO expect the National Accounts Guidelines to be followed for all jobs performed for their company. SERVPRO customers expect consistent performance regardless if the job referral is made locally or dispatched from the SERVPRO National Call Center. Participation in the National Accounts Program is subject to fulfilling all criteria as outlined in the National Accounts Guidelines. The specific requirements for individual insurance companies, which differ from the program defined by the National Account Guidelines, will be communicated in a Program Bulletin distributed by SERVPRO prior to account implementation. Franchises which deviate from the National Accounts Guidelines will be suspended from receiving job lead referrals. Repeated noncompliance may result in suspension from the Program. See National Accounts Guidelines, Section VIII, Warnings, Infractions and Suspensions for a summary of performance expectations.

10. Provide standard restoration rates that are reimbursable through insurance companies: Our standard restoration rates are as follows:

11. Provide a description of your restoration method. Include a description of the standard materials used, including wood and fasteners, as well as a diagram of how the material is installed: SERVPRO of Fort Collins utilizes the board up procedures implemented by the US Fire Administration (USFA) for all board ups in order to standardize the way our crews handle these incidents.

USFA National Arson Prevention Initiative Board Up Procedures

Materials List and Specifications Security Measures 1. All openings in the basement, first floor doors and windows, and any point of entry accessible from a porch, fire escape or other potential climbing point shall be barricaded with plywood, 2x4 braces, carriage bolt sets, and nails. Particle board, wafer board, Masonite, or other similar material shall not be used for purposes of boarding-up a building. 2. Openings that are at least 10' from ground level which are not accessible from a porch, fire escape, roof, or other climbing point can be secured with nails in each brace, and every 12" around the perimeter. For all openings, the plywood should be fitted so that it rests snugly against the exterior frame, butting up to the siding on wood frame buildings and up to the brick molding edge on brick buildings. It may be necessary to remove the staff bead so this fit can be flush and tight. 3. The structure shall be posted with a NO TRESPASSING sign at the completion of the board-up.

Materials 1. Plywood, 1/2" (4 ply) exterior grade CDX 2. Braces - 2" by 4" by 8' construction grade lumber 3. 3/8" (coarse thread) by 12" carriage bolts (rounded head on weather side) 4. 3/8" (coarse thread) construction grade nuts 5. 1/2" (USS Standard) Flat washers with an inside diameter large enough to bypass the wrench neck inside the carriage bolt head so no lift edge is available beneath an installed carriage bolt head. 6. 3/8" (USS Standard) diameter flat washers for installation beneath the nut inside the building 7. 1-5/8" (6d) galvanized or stainless steel ring-shank nails or comparable deck nails.

Barrier Assembly 1. Applying barriers is accomplished with an inside and outside carpenter with appropriate tools and supplies. The inside carpenter will need a light. Exit is made over a ladder when the last window is boarded. 2. Plywood shall be cut to fit over the window and door openings, flush with outside of the molding/trimmer stud. Application of barriers shall be completed so that all lift or pry points are avoided. 3. The 2x4 braces shall be cut to fit the horizontal dimension of the plywood. Two exterior and two interior 2x4 braces shall be provided for each window and three sets for each door. 4. Window Assembly – Braces are located horizontally approximately 1/3 of the distance from the top and the bottom of the window. Bolt holes are located 1/3 of the length of the brace from the outside edge of the window jams. Prior to installation, the assembly should be pre-assembled and 3/8” holes drilled through all of the components. 5. Door Assembly – Door braces will be placed horizontally; one in the center of the doorway and one 1/2 the distance from the center to the top and one 1/2 distance from the center to the bottom of the doorway. Bolt holes are located 1/3 of the length of the brace from the outside edge of the door frame. Prior to installation, the assembly should be pre-assembled and 3/8” holes drilled through all of the components. 6. Plywood used to cover exterior openings shall be nailed every 12" along the perimeter to the window or door frame. 7. The 2x4 braces on the interior and exterior of the assemblies shall be secured using 3/8” by 12” carriage bolt assemblies. Bolts shall be inserted through the pre-drilled holes from the exterior with a 1/2” washer place against the exterior brace, a 3/8” washer is placed against the interior brace. The bolt is tightened from the inside so that it slightly compresses the interior brace. 8. The exterior surfaces of barriers shall be painted or stained the same color as the structure to minimize the appearance. Should the through-bolt compression method be impossible due to the size or condition of the opening, the opening shall be covered with plywood and secured with a minimum of 3-inch-long deck or wood screws installed on 4-inch centers around the circumference of the opening. For buildings that require access by authorized personnel, a single door that is visible from the street may be secured using a solid core wood or steel door. There shall be no windows or other openings in this door. The door shall be securely locked using a padlock and hasp assembly that is bolted through the door. The lock loop portion of the hasp is attached to the door frame using a minimum of 3-inch-long wood screws.

12. What provisions or penalties would you suggest PFA and the City implement for a vendor who becomes noncompliant with this contract? If a vendor were to be awarded the emergency services contract and subsequently became noncompliant, we would recommend the penalties begin with a written notice to the vendor stating the area(s) of noncompliance. A first notice would result in a probationary period of between 60 and 90 days to allow the vendor to prove that the issues have been addressed and corrected when responding to calls during that period. If after the probationary period it is established that the issues have not been rectified, the contract should be awarded to the next most-qualified vendor that applied for the contract. Conversely, if the issues were corrected during the probationary period the vendor would return to normal status after the period expired. If the vendor became noncompliant after the first probationary period we would recommend that the contract be awarded to another vendor. The services that are being provided to the community are vital to protecting property and safety and it should be clear that there are repercussions for providing sub-par service.

13. Do you use electronic surveillance equipment or programs to monitor dispatch radio calls? If so, explain how that information is utilized in your organization: SERVPRO of Fort Collins utilizes both the Poudre Fire Authority website’s Broadcastify service and the Scanner Deluxe Mobile App to monitor dispatch traffic and job status. If awarded the contract for emergency services we would be consistently monitoring these sources to determine when we might be called to a site to provide services, and to determine the severity and circumstances of those situations to be best prepared to respond. SERVPRO of Fort Collins also utilizes Fleet Matics software (aforementioned in Section 5) to track our vehicles in order to be able to route our crews to the sites as quickly as possible.

14. Do you have any exceptions to any sections of the City’s standard Services Agreement (sample attached as Exhibit A)? We do not have exceptions to any sections of the City’s standard Services Agreement.

Appendix A: References List of three (3) references, with whom the Project Manager can contact, from organizations in which services of similar scope have been provided by the proposing Service Provider within the last two (2) years. Include the name and address of each referenced company, as well as the name, title, email and phone number of the contact person.

Pete Hall Director of Facility Services Poudre School District 2407 LaPorte Avenue Fort Collins, CO 80521 phall@psdschools.org (970) 490-3425

Josh Suppes Maintenance Supervisor Fort Collins Housing Authority 1400 Riverside Avenue Fort Collins, CO 80524 jsuppes@fcgov.com (970) 416-2186

Phil Decker Manager of Facility Services University of CO Health 1024 S. Lemay Avenue Fort Collins, CO 80524 phil.decker@uchealth.org (970) 689-6760

Appendix B: Forms/Licenses

EMR Data for the last three (3)

Years

Total injuries (OSHA recordable) for

the last three (3) years

EMR Year: 2014 0.89 Total Injuries Year: 2014 1

EMR Year: 2013 0.89 Total Injuries Year: 2013 1

EMR Year: 2012 N/A Total Injuries Year: 2012 0

Man Hours (Work Hours) For

the last three (3) years

OSHA Recordable injury rates for the

last three (3) Years

Total Man- hours Year: 2014 177,179.25 OSHA Recordable Rate Year: 2014 1.13

Total Man- hours Year: 2013 76,056 OSHA Recordable Rate Year: 2013 2.63

Total Man- hours Year: 2012 39,512 OSHA Recordable Rate Year: 2012 0

Number of OSHA Citations for

the last three (3) years

OSHA Lost time Injury rates for the

last three (3) years

Year: 2014 0

OSHA Lost Time Injury Rate Year:

2014 0

Year: 2013 0

OSHA Lost Time Injury Rate Year:

2013 2.63

Year: 2012 0

OSHA Lost Time Injury Rate Year:

2012 0

Safety Records for SERVPRO Of Fort Collins

Page 1 Fire Damage Emergency Services Checklist

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A fire damage loss can be a small event, or it can affect an entire structure. But remember, to our

customer, their event is a traumatic event – regardless of the size. They are often very emotional and

sometimes even devastated by what has happened. If loss of life has occurred, the devastation is even

worse. You want this job because you know the SERVPRO® Franchise System provides a high quality of

services in the industry. However, unlike emergency water damage services, fire or smoke damage calls

may find you in a bidding situation with your competition. Remember the trauma your customer is

experiencing and don’t be pushy. As you conduct your walk-through, listen carefully to the customer

and assure them you will do your best to address their concerns and help make their property “Like it

never even happened.” Explain your need for a signature on the Authorization to Perform Services, but

don’t push it. Let your potential customer know why you can deliver quality services and the

importance of a signed authorization prior to beginning the job. By not pushing, you begin to build the

necessary relationship with this potential customer.

I. Preparation

_____ a) Personnel. A standard fire crew is typically comprised of one Crew Chief and two Production Technicians, with one Production Manager overseeing two to three fire crews.

_____ 1. Production Manager. When responding to a fire loss, the Production Manager is typically the first responder, determining the extent of damage and services required, completing the initial paperwork and obtaining authorization from the customer. The Crew Chief and Technicians follow (with all necessary / additional supplies and equipment) as quickly as possible if emergency services are required; with restoration services beginning when scheduled.

_____ b) Collect and / or review First Notice of Loss information. If the production crew is off-site when initially notified of loss, this may require documenting information collected by the office or additional communication with the customer. Pay particular attention to special notes and / or instructions.

_____ c) Confirm that you have all necessary paperwork, including all client-specific paperwork which may also be required.

_____ d) Review the Insurance Company or referring Center of Influence (COI) Bulletin and/or job rules to ensure you follow proper protocol for the client.

_____ e) Determine if you are to collect a deductible/deposit: (Yes / No)

Amount of Deductible / Deposit: $ ______________

_____ f) Verify Emergency Service or Not-to-Exceed (NTE) Limit: $ ______________

_____ g) Review special exceptions list:

Exceptions Reporting / Emergency Contact Phone Number: (____) _________

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_____ h) Verify that the supplies and equipment needed to perform your assigned tasks are loaded in your vehicle prior to departing for the loss site.

_____ 1. Production Manager

a. Fire Folder (with all required forms)

b. Safety Equipment (as appropriate)

c. Courtesy Mats with Logo (Product Catalog #9008)

d. Disposable Shoe Covers (Product Catalog #7030)

e. Digital Camera

f. Thermal Imaging Camera (if available)

g. Laptop

h. Lock Box

i. Verify necessary estimating and pretesting equipment is on truck, as needed. Refer to the Business Development Manual, Volume 2 (Pages 16:17 – 16:29) for a list of standard Estimating Kit equipment and supplies (i.e. Professional Spotting Kit, Estimator Pre-Test Kit, Estimator Step Tool Box, Water Damage Monitoring Kit).

_____ 2. Crew Chief and Technician(s)

a. Safety Equipment (as appropriate)

b. Courtesy Mats with Logo (Product Catalog #9008)

c. Disposable Shoe Covers (Product Catalog #7030)

d. Air Filtration Devices (air scrubbers / negative air machines)

e. Viper Vacuum Cleaner

f. Bagsters® (i.e. dumpster bags)

g. Zip Poles

h. 6 Mil Poly Sheeting

i. Ladder

j. Lock Box / Lock Box Code

k. Verify all needed fire emergency services and/or restoration equipment and cleaning products are on truck, as needed. Additional list of recommended vehicle equipment and supplies can be found in the Business Development Manual, Volume 2 (Pages 16:15 – 16:17)

_____ i) Record departure time on Job Diary: _______:________ (AM / PM).

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II. Arrival on Job Site

_____ a) Park vehicle in a safe, secure area (i.e. driveway, parking lot or street). Confirm with the homeowner that the location is acceptable.

_____ b) Record time of arrival on Fire Damage Emergency Services Report.

_____ c) Verify that you know the customer’s name prior to approaching the structure.

_____ d) Approach via the driveway (do not walk across the lawn). Ensure you have the job folder, your business card, a SERVPRO® paper courtesy mat, and/or SERVPRO® disposable shoe covers.

_____ e) Place SERVPRO® courtesy mat in front of door (or in front of door mat if they have one). If a commercial setting, no need for this step.

_____ f) Knock on door or ring doorbell. Step back from door so as not to “crowd” customer when they answer. If a commercial setting, enter the building and make contact, usually with receptionist or administrative assistant.

_____ g) Greet the customer by name and introduce yourself. “Hi, Mrs. Johnson? I’m __________ with SERVPRO®. I’m here to assist you with the cleanup of the fire damage you’ve experienced.” Offer the customer your business card. If commercial setting, use this greeting with receptionist or administrative assistant and whomever they introduce you to as the decision-maker.

_____ h) Introduce yourself and any crew members who may be with you. Wait for the customer to invite you in. If he/she does not, ask for permission to enter the premises.

_____ i) Wipe your feet on the SERVPRO® courtesy mat. Put on shoe covers prior to entering (you will need to remember to remove them when exiting/entering the structure or if going from an affected room to a non-affected room).

_____ j) Express empathy for the customer’s loss. Ask “Is everyone OK?”

_____ k) Present the Home Emergency Kit (#45560) to the customer and provide them with a copy of the Fire Damage Customer Information Brochure. Explain that the Fire Damage Customer Information Brochure will explain job procedures and other important aspects of the restoration process.

_____ l) Determine if you need PPE, particularly breathing protection, during the

inspection of the damaged area. If you need breathing protection, inform the

customer of the need for protection, or advise them you may need to enter the

damaged area alone.

_____ m) Ask the customer to show you the source of loss and affected areas and to explain how the loss occurred.

_____ n) Ask the customer for permission to take photographs as you walk through the loss-site with them.

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_____ o) Ask about the customer’s concerns. Watch for items they are particularly concerned about. Document concerns expressed by customer on the Job Diary or Fire Damage Emergency Services Report.

_____ p) Reassure the customer regarding their concerns; ensure the customer that SERVPRO® Franchise Professionals have many years of experience in fire damage restoration services and that you are trained and experienced in handling this type of restoration service.

_____ q) Provide customer with a copy of the Customer Information Form – Fire Damage and Authorization to Perform Services. Ask for permission to conduct a more detailed inspection of the affected area as they review the paperwork so that you are more fully prepared to discuss their loss situation and answer any questions they might have.

III. Job Needs Analysis

_____ a) Begin your Initial Inspection of the loss site. As you inspect, pre-test ceilings, walls and floors to determine the types of surfaces affected, soiling level and appropriate cleaning solutions (processes/cleaning products).

_____ b) Use pages 1 and 2 of Fire Damage Emergency Services Report to document your findings.

_____ 1. Be sure to take photos of the Front of Structure and Cause of Loss.

_____ c) Verify and / or capture Loss Information:

_____ 1. Structure Type

_____ 2. Property Type

_____ 3. Year Property Built

_____ 4. Room Loss Occurred In

_____ 5. Type of Loss

_____ 6. Cause of Loss

_____ 7. Number of Rooms Affected

_____ 8. Number of Floors affected

_____ 9. Soot level

_____ 10. Determine if the amount of Contents affected in the structure is minimal or excessive.

_____ 11. Determine if water and/or electricity is available in the structure.

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_____ d) Capture Immediate Notification Requirement Information:

_____ 1. Does the Customer Refuse Service? If so, contact Insurance Company / Client immediately to discuss follow-up steps, if necessary.

_____ 2. Are there any Safety and / or Security Issues to be aware of (i.e. slip and fall, electrical, drooping ceiling, asbestos, lead paint, confined spaces, etc.) for your crew and for the customer. Use safety equipment as appropriate.

_____ 3. Is the Structure Unlivable or Inhabitable? If so, contact Insurance Company / Client immediately to discuss follow-up steps, and Franchise response requirements.

_____ 4. Access to the loss site is restricted / limited per review of loss by cause and origin expert. If so, contact Insurance Company / Client immediately to discuss follow-up steps, and Franchise response requirements.

_____ 5. Loss exceeds Emergency Service / Not-to-Exceed Limit. If so, contact Insurance Company / Client immediately to discuss. Document time of notification and client directives.

_____ 6. Determine if a Move-Out will be necessary.

_____ 7. Identify if Emergency Board-up / Tarping services should be considered.

_____ 8. Identify if Water Emergency Services are needed.

_____ 9. Identify if Emergency Board-up / Tarping services should be considered.

_____ 10. Identify if Lead is Suspected in the structure.

_____ 11. Identify if Asbestos is Suspected in the structure.

_____ 12. Identify if there is Visible Mold requiring remediation. (Follow all guidelines your state and client require when dealing with mold).

_____ 13. Determine what Subcontractors will be necessary. Note observations on the Emergency Services Report.

_____ 14. Be aware of possible Subrogation Issues that would require you to call your supervisor or adjuster.

_____ 15. Determine if other Specialty Equipment may be useful or necessary (i.e. air filtration devices generators, emergency lighting, scaffolding, etc.).

_____ 16. Determine if adequate power is available or if you will need to make arrangements for Auxiliary Power.

_____ 17. Does the work site require Supplemental Heat or Plumbing Winterization?

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_____ 18. Determine if Debris Disposal (i.e. dumpsters) will be necessary.

_____ 19. Identify if there are any High Value Items requiring structure security or immediate move-out.

_____ 20. Determine if there are any Surfaces Requiring Immediate Emergency Services in order to limit secondary damage (metal surfaces, plastic surfaces, Formica® surfaces, leather furniture, etc.).

_____ 21. Determine whether Deodorization at the Outset of Cleanup would be effective.

_____ e) Communicate your findings appropriately.

_____ f) Call the adjuster or appropriate authorizing person to report any required notifications, approvals or needed communication exceptions (i. e., Emergency Services will be over the authorized limit, pre-existing conditions, other areas of concern discovered, etc.) for notification, direction or authorization.

_____ 1. If you cannot begin work, explain the reason to the customer by stating “the adjuster will have to make a decision based on the situation.”

IV. Customer Information / Authorization

_____ a) Discuss the overall job process and project plan with the customer.

_____ b) Document concerns expressed by customer on the Job Diary or Fire Damage

Emergency Services Report.

_____ c) Review the Customer Information Form and Authorization to Perform Services forms with the customer.

_____ 1. Explain that the cleaning process may include the application of deodorizers or EPA-registered disinfectants, such as anti-microbial treatments. (Customer Information Form; Section Four).

_____ 2. Explain items of concern—guns, jewelry, personal items, etc. (Customer Information Form; Section Seven).

_____ 3. Explain we are neither insurance adjusters nor agents. We cannot authorize anything to be replaced, repaired, or painted. (Customer Information Form; Section Nine).

_____ d) Have the customer sign the Customer Information Form. Note that most states, if not all, require informed consent prior to entering into any contract. That is why the Customer Information Form should be signed first.

_____ e) Have the customer sign the Authorization to Perform Services. Explain that authorization must be given for work to start.

_____ f) Have the customer sign all Client-Specific Authorizations (if applicable).

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_____ g) Collect the deductible (if applicable). Be sure to document the amount collected, along with the payment method.

_____ h) Ensure the customer gets copies of all forms they sign.

_____ i) Once authorized by the customer to begin work, make appropriate calls to the office, supervisor, etc. to discuss any additional Emergency Service Response needs (i.e. board-up / tarping materials, lead-paint certified technician, auxiliary power, specialty equipment, etc.), along with a review of client notifications, directions and approvals.

V. Scoping

_____ a) Begin your scope at the source of the loss and work outward. Start at the ceiling and work your way down. Visually check the ceiling for damage, then each wall, and finally the floor.

_____ 1. When possible, perform the scope while the customer is with you

to demonstrate your professionalism and listen for any concerns

the customer may have regarding individual rooms or items.

_____ b) Be sure to document the room the loss occurred in and the cause of loss. Pictures of both, at a minimum, are important for documenting the loss situation before work begins.

_____ c) Obtain permission from the customer to take photos, if you have not already done so. Photograph all affected areas, any pre-existing conditions, source of the loss, and the front of the structure.

_____ d) Pre-test. Using a dry cleaning sponge, test for soot damage and level of soot.

Check at least one wall, the ceiling, and various content items. Use the dry

cleaning sponge to make an asterisk- type symbol on the wall or ceiling for a soil

check. Remember the three SSS’s—Surface, Soil, Solution.

_____ e) Perform the following tasks in each room and/or affected area.

_____ 1. Document all room measurements.

_____ 2. Identify all offsets, insets and missing spaces, and document measurements.

_____ 3. Beginning with the ceiling, document surface type and soiling

level, identify and document cleaning method. Document all

ceiling items such as lights, smoke detectors, sprinkler devices,

etc. Document and photograph all pre-existing damages and

communicate these items to the customer.

_____ 4. Move to the walls. Document surface type and soiling level,

identify and document cleaning method. Document all structural

items on the wall such as windows, doors, door hardware, etc.

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Document and photograph all pre-existing damages and

communicate these items to the customer.

_____ 5. Next go to the floor. Document flooring type and soiling level,

identify and document cleaning method. Document all structural

items on the floor such as air vents, floor outlets, etc. Document

and photograph all pre-existing damages and communicate these

items to the customer.

i. Note if any hardwood flooring or specialty flooring is affected.

_____ 6. Record the type and size of furniture affected and any other type(s) of contents affected.

_____ 7. Document each contents item and soiling level. Identify and

document cleaning method. Document and photograph all pre-

existing damages and communicate these items to the customer.

_____ 8. Record any items in the room that are not restorable and any items that are questionable as to their restorability for verbal briefing with adjuster.

_____ 9. Draw a diagram of the area in the space provided on the Sketch Pad.

_____ 10. Double-check to ensure you have taken all applicable photos of

the fire and smoke damage. Include all affected areas, the severity

of the loss, any pre-existing conditions, the source of the loss, and

the front and back of the structure. Check with the customer to

ensure you have addressed their items and concerns of special

interest.

VI. Update Adjuster / Decision-Maker

_____ a) Discuss the overall job process and project plan with the adjuster / decision-maker.

_____ b) Discuss emergency services and/or water emergency services with the adjuster/decision-maker if required.

_____ c) Discuss any subrogation issues with the adjuster/decision-maker.

_____ d) Discuss any customer concerns with the adjuster/decision-maker.

_____ e) Discuss with the adjuster/decision-maker if testing for asbestos containing materials or lead-based paint is required.

_____ f) Discuss the move-out process with the adjuster/decision-maker if a move out is recommended.

Page 9 Fire Damage Emergency Services Checklist

Each SERVPRO® Franchise is Independently Owned and Operated. 28561 7/13

_____ g) Discuss the board-up process with the adjuster/decision-maker if a board-up is recommended.

_____ h) Discuss any subcontractor needs with the adjuster, including O & P.

_____ i) Discuss the reconstruction needs with the adjuster/decision-maker if reconstruction is required.

_____ j) Discuss any additional questionable items with the adjuster/decision-maker if there are questionable items.

_____ k) Discuss any exceptions with the adjuster/decision-maker if there are exceptions.

_____ l) Discuss any challenging issues or special equipment needs with the adjuster (i.e. subrogation issues, plaster walls, firewalls, demolition, affected contents, lack of heat or electricity, hardwood floors that may or may not be salvageable, etc.).

_____ m) Discuss any policy coverage limits on contents items with the adjuster/decision-maker if there are coverage issues.

_____ n) Document all communication with the adjuster/decision-maker, particularly all notifications, agreements and/or approvals for services. Update the Job Diary, Fire Damage Emergency Services Report, etc. as appropriate.

VII. Customer Communication

_____ a) Discuss the restoration process with the customer.

_____ b) Leave a note that SERVPRO® Franchise Professionals were in the residence (if the customer was not available).

_____ c) Document all conversations with the customer on the Job Diary as appropriate.

VIII. Office Communication

_____ a) Communicate any emergency service and/or water emergency services needs.

_____ b) Communicate any customer concerns.

_____ c) Communicate any subcontractor needs.

_____ d) Communicate any challenging issues or special equipment needs.

_____ e) If the office is closed at the time of departure, provide information to the office as soon as possible on the following day.

Page 10 Fire Damage Emergency Services Checklist

Each SERVPRO® Franchise is Independently Owned and Operated. 28561 7/13

IX. Complete Emergency Services

_____ a) If board-up and/or emergency water services are required and you have been approved by an adjuster and/or customer to provide one or both of these services, have the customer sign the Authorization to Perform Services.

_____ b) If you have not been approved by an adjuster and/or customer also to perform cleanup and restoration services, indicate the approved services in the “Remarks” section of the Authorization, documenting one of the following, as appropriate:

_____ 1. Write in “Emergency Board-up Services Only”.

_____ 2. Write in “Emergency Water Services Only”.

_____ 3. Write in “Emergency Board-up Services and Emergency Water Services Only.”

_____ c) Call office to schedule crew.

_____ d) Place tarp(s) over any floor areas unaffected by smoke or water that you may be walking over.

_____ e) If supplemental power is required and you have been approved by an adjuster and/or customer to provide these services, begin the process of providing supplemental power.

_____ f) If supplemental heat or air is required and you have been approved by an adjuster and/or customer to provide these services, begin the process of providing supplemental heat or air.

_____ g) If debris disposal is required and you have been approved by an adjuster and/or customer to provide these services, begin the process of debris disposal. Complete the Release for Disposal of Belongings Form (#28514) and obtain the customers signature.

_____ h) If you have been approved by an adjuster and/or customer to clean the HVAC duct system as a preventative procedure, schedule duct cleaning services.

_____ i) If winterization of the plumbing is required and you have been approved by an adjuster and/or customer to provide these services, begin the process of winterizing the plumbing.

_____ j) If deodorization is required and you have been approved by an adjuster and/or customer to provide these services, begin the deodorization process.

_____ k) Wipe down surfaces that could suffer corrosion damage from smoke residues. After wiping, coat the surfaces with a lubricant to retard further corroding. Types of surfaces:

_____ 1. Metal surfaces such as faucets, stainless steel sinks, appliances, etc. Most smoke residues can cause pitting of metal surfaces within a matter of days.

Page 11 Fire Damage Emergency Services Checklist

Each SERVPRO® Franchise is Independently Owned and Operated. 28561 7/13

_____ 2. Plastic surfaces, such as counter tops, containers, telephones, etc. Most smoke residues can cause plastic to turn yellow within a matter of hours.

_____ 3. Formica® surfaces, such as counter tops. Most smoke residues can cause Formica® to turn yellow within a matter of hours.

X. Preparing to Depart

_____ a) Review the Emergency Services Report and the procedures performed. Ensure all services and procedures were properly performed.

_____ b) Ensure all necessary photos have been taken. Make sure these photos include the front and back of the property, all pre-existing damage, along with good photos showing the affected areas with and without the equipment in place, containment in place, vapor barriers installed and drying envelopes created, etc.

_____ c) Ensure all paperwork (Emergency Services Report, Job Diary, detailed Scope and Diagram, etc.) has been signed, dated, and/or documented appropriately (signatures should be clear and legible!). Pay special attention to complete Job Diary notes and customer concerns and/or communication.

_____ d) Ensure copies of signed forms are provided to the customer. These forms may include the Customer Information Form, Authorization to Perform Services, Customer Equipment Responsibility Form and other relevant documentation.

_____ e) Ensure the work area is clean of trash and debris. Ensure that all tools, monitoring equipment, pad and carpet samples, trash, debris, and other materials are returned to the vehicle and properly labeled as needed.

_____ f) Walk through the job site with the customer to show current job status. Explain the work completed and verify areas of concern have been addressed.

_____ g) If equipment is required, check that all equipment is operating and is positioned properly. Verify all job paperwork is properly completed.

_____ h) Supply customer with a contact name and number in the event they need to contact SERVPRO®. Supply both business and after-hour numbers.

_____ i) Make arrangements with the customer for scheduling monitoring and/or other services. This may involve scheduling services when customer is present or obtaining a key from customer, placing a lock box on the door, or contacting the office and scheduling services when customer can be present. Verify date and time with the office.

_____ j) Have the Certificate of Satisfaction (Emergency Services) signed. Thank the customer for choosing the SERVPRO® Franchise System. Let the customer know how much you appreciate their trust. Assure them again that you will do your best to make this as easy a transition as possible and that SERVPRO® will strive to make this “Like It Never Even Happened”.

_____ k) Record departure time on Job Diary: _______:________ (AM / PM).

ALL RIGHTS RESERVED FE-051707 1.0 28561 7/13

Each SERVPRO® Franchise is Independently Owned and Operated.

©SERVPRO® INTELLECTUAL PROPERTY, Inc.

Certificate of Satisfaction: Emergency Response

SERVPRO® and its Franchisees strive to be the Premier Cleaning and Restoration Company. Please take a moment to complete the following questionnaire and help us evaluate how we’re doing.

On a scale of 1 to 10, with 1 being “Strongly Disagree” and 10 being “Strongly Agree,” how would you rate the following:

Strongly Disagree

Strongly Agree

1 2 3 4 5 6 7 8 9 10

1 2 3 4 5 6 7 8 9 10

1 2 3 4 5 6 7 8 9 10

1 2 3 4 5 6 7 8 9 10

1 2 3 4 5 6 7 8 9 10

1 2 3 4 5 6 7 8 9 10

1 2 3 4 5 6 7 8 9 10

1 2 3 4 5 6 7 8 9 10

1. The SERVPRO® Franchise was both courteous and professional during the initial call.

2. The SERVPRO® Franchise’s Emergency Response Team arrived as scheduled, or communicated effectively if delayed.

3. The SERVPRO® Franchise’s Emergency Response Team took time to answer and/or address my questions or concerns related to the loss situation at my home or place of business.

4. The SERVPRO® Franchise’s Emergency Response Team took time to review and discuss the documentation that I was asked to sign.

5. The SERVPRO® Franchise’s Emergency Response Team took time to discuss and review the cleaning and restoration process with me.

6. The SERVPRO® Franchise’s Emergency Response Team was knowledgeable, well-trained and equipped to handle my loss situation.

7. The SERVPRO® Franchise’s Emergency Response Team scheduled follow-up services with me for the next day or at the next possible opportunity.

8. I am satisfied with the Emergency Services performed by the SERVPRO® Franchise’s Emergency Response Team.

9. Additional Comments:

Customer Name: Date of Loss:

Loss Address:

City:

Team Members:

State: Zip:

Claim Number (if available):

Thank you for your feedback. We appreciate your patronage and look forward to serving your future cleaning and restoration needs.

Customer, , acknowledges that the restoration / cleaning project for which the SERVPRO® Franchise has provided Emergency Services has been performed to the customer’s satisfaction.

Signature: Date:

Each SERVPRO® Franchise is Independently Owned and Operated.

©SERVPRO® INTELLECTUAL PROPERTY, Inc.

ALL RIGHTS RESERVED FE-051707 1.0

28529 11/10

Customer Information Form – Fire Damage

1. A NATIONWIDE SERVICE PROVIDER.

SERVPRO® is a Franchise system with over 1,500 independently owned and operated locations nationwide. Servpro Industries, Inc., the Franchisor, may be reached at 1-800-SERVPRO.

2. WORK AUTHORIZATION. In order to start our mitigation and restoration services, you must sign the Authorization to Perform Services form. This allows us to take action immediately. We do not know your insurance coverage; therefore, it is impossible for us to know exactly what your insurance will cover. It is important to understand you are financially responsible for our services. Your deductible is payable before we start work. If for any reason insurance coverage cannot be verified at the time of our emergency service, an additional deposit may be required.

Date Damage Occurred:

Insurance / Client:

Claim #:

Deductible Amount:

3. REFERENCES. The Franchisee would be pleased to provide references upon request.

4. HOW WE PROCEED.

Surveying and Pretesting: The process of surveying the job environment is an in-depth process. First, we will walk through the job with you to determine the areas that have been affected. Second, we will pretest the cleanability of surfaces as needed. Pretesting is a SERVPRO® process designed to identify those items that will be restorable. Third, we will make a detailed scope and inventory of each affected area in your home. Finally, we will give you a summary of our findings and explain the best steps for restoration.

Extent of Cleaning: We will review the full extent of the smoke damage. However, you and your insurance adjuster have the final say as to the extent of cleaning to be performed. Please consult with your adjuster if you have any questions. You will be responsible to pay for anything your insurance company does not pay for.

Specialized procedures are required for materials like mold, lead paint, asbestos, Chinese drywall, etc. If we notice a significant presence of these types of materials, or believe there is a likelihood that such materials exist in the structure, we will notify the involved parties so they may determine an appropriate course of action.

Window Cleaning: For normal smoke damage, windows will be cleaned on the inside only.

Metal Polishing: Unless conditions warrant chemical restoration, metal such as silver and brass will be cleaned and buffed only. Polishing will only be done if we are authorized by both you and the adjuster.

Floor Finishing: Hard surface floors will be mop cleaned. Stripping, sealing and refinishing will only be done if conditions warrant them and we are authorized by both you and the adjuster.

Clean/Prep-for-Paint: Wall and ceiling surfaces which are heavily smoked and will not clean completely will be cleaned so that sealer paint will adhere. These surfaces may clean up better with additional work. However, this type of additional work is usually not authorized by (or paid for by) insurance companies when painting is still required. If you request any non-covered services, you will be responsible to pay for them.

Deodorizing: We guarantee our deodorizing to be complete provided that all sources of odor have been removed, cleaned or sealed.

Clothing: Your insurance company might encourage you to clean any affected clothing in your home. If the damage is too heavy or if facilities are not available, we may recommend a local professional laundry and dry cleaners we use to do the work. You may use any laundry or dry cleaner that you wish. It is important, however, that they be familiar with smoke damage.

Ductwork: If you have forced air heat, we will inspect your system to determine if smoke has entered the ductwork. If so, we will recommend measures to remedy the situation.

Live Plants. SERVPRO® Franchisees recommend the removal of live plants from the affected property, as we do not take responsibility for these items.

5. WHAT IS RESTORABLE. We will separate and save any items which do not clean completely. Our crews will never throw anything out unless you request it.

6. PRE-EXISTING OR PRE-LOSS CONDITIONS. During the course of cleaning, we will likely remove day-to-day soiling which existed prior to your loss. We are happy to do so. If, however, the removal of pre-existing soil requires significant extra effort, our crews will be instructed to move on to the next item. Pre-existing damage will also be noted.

7. PERSONAL ITEMS. In the course of our survey and cleaning, we will sometimes be required to open doors, cupboards, etc., to qualify and/or restore the damage. If you prefer to remove personal items and personal or financial information from these areas before we start, please let us know.

Area(s):

Guns and Ammunition: Our crews are instructed NEVER to touch guns or ammunition. For this reason we request you remove any such items from the areas we are cleaning.

Jewelry, Valuables, Heirlooms, Sterling Silver and/or Prescription Drugs: Please remove any valuable items from the areas we are cleaning before the job is started. We are not responsible for those items. List any special heirlooms or collectibles that should be given extra special or extra delicate treatment due to their value.

List any personal items, jewelry, valuables, heirlooms, sterling silver and/or prescription drugs being removed by customer:

8. OVERLOOKED ITEMS. Although our supervisors inspect all work, you should accompany the supervisor on the final walk-through and bring any overlooked items or concerns to the supervisor’s attention.

9. INSURANCE ADJUSTERS OR AGENTS. We are neither insurance adjusters nor agents. We cannot authorize anything to be replaced, repaired or painted. Our job is to preserve and protect, stop further damage from occurring; and restore damaged items to their prior condition when possible.

10. HEALTH AND SAFETY. Maintaining your personal health and safety is of great concern to us. All occupants and pets should stay away from the work areas to protect their health and safety during the work process. Material Safety Data Sheets for our products are available upon request.

Treatments: Our process may include the application of EPA-registered disinfectants.

Would you like copies of the MSDS? Y N

11. APPROXIMATE COMPLETION. The actual time required to complete the restoration process is difficult to estimate. We estimate approximately ____ days.

I HAVE READ AND UNDERSTAND THE ABOVE STATEMENTS AND INFORMATION CONTAINED

HEREIN. MY ANSWERS TO THE ABOVE QUESTIONS ARE ACCURATE AND COMPLETE.

Customer Name:

Customer Signature:

Provider’s Signature:

Date:

Franchise Legal Name:

d/b/a SERVPRO of

Each SERVPRO® Franchise is Independently Owned and Operated.

©SERVPRO® INTELLECTUAL PROPERTY, Inc.

ALL RIGHTS RESERVED FE-051707 1.0

28500 07/11

_____________________ Fire Damage Emergency Services Report ______________________

_________________________________________________________________________________________________________

____________________________________________________________________________________________________________________________________________________________

© SERVPRO® INTELLECTUAL PROPERTY, Inc. ALL RIGHTS RESERVED FE-051707 1.0 28577 06/14

Each SERVPRO® Franchise is Independently Owned and Operated. Page 1

Preparation

Customer Name: ___________________________

Customer Phone ___________________________

Ins. Company/Client: ___________________________

Before Departure:

Review First Notice of Loss (if available)

Identify all required client rules and guidelines

Ensure vehicle is equipped to adequately respond to

loss

Emergency Service Limit or Not-to-Exceed (NTE) Limit: $______________________________________

Prior notification required before performing any water mitigation, structural and/or contents cleaning, removal, or pack-out services in

excess of client’s Emergency Service Limits

Dispatch Information:

Today’s Date: __________________________

Scheduled Time: __________________________

* If running late, call customer and provide new time of arrival

Departure Time: __________________________

4-Hour Arrival Deadline: __________________________

Reason If Late:

Production Manager: __________________________

Production Crew: __________________________

Arrival

Actual Arrival On-Site Time: _____________________

Provide Customer Information Brochure / Home Emergency Kit

Ask customer to tell you what happened and show you the damage

Access to loss site restricted/limited per review of loss by cause and origin

Customer Concerns:

Initial Inspection

Picture: Front of Structure

Structure Type: Residential Multi-Unit Resid.

Commercial Multi-Unit Comm.

Year Property Built: ___________________________________

Cause of Loss: ___________________________________

Picture: Cause of Loss

Type of Smoke: Wet Dry Protein

Fuel Oil Combination

Room Loss Occurred In: _______________________________

Number of Rooms Affected: _______________________

Number of Levels Affected: _______________________

Are contents affected? Y N

Will a substantial amount of content manipulation be required? Y N

Is water available? Y N

Is electricity available? Y N

Services Needed: Structure Clean Contents Clean

Move-Out Inventory

Deodorization

Job Needs Analysis

Immediate Notification Requirements:

Customer refuses service

Safety and/or security issues

The structure is unlivable/uninhabitable

Access to loss site restricted/limited

Asbestos suspected

Lead paint suspected

Loss exceeds Emergency Service Limit or Not-to-Exceed (NTE) Limit

Subrogation potential identified

Water Emergency Services needed

Condo/renter’s policy with limited policy limits

_____________________________________ Fire Damage Emergency Services Report ______________________

_____________________________________________________________________________________________________________

____________________________________________________________________________________________________________________________________________________________

© SERVPRO® INTELLECTUAL PROPERTY, Inc. ALL RIGHTS RESERVED FE-051707 1.0 28577 06/14

Each SERVPRO® Franchise is Independently Owned and Operated. Page 2

Job Needs Analysis

Additional Emergency Response Services:

Emergency board-up/tarping recommended

Auxiliary power needed

Supplemental heat and/or plumbing winterization needed

Specialty equipment needed

Move-out recommended

Subcontract/reconstruction required

If required by client rules and guidelines, conduct client notification

following initial inspection / Job Needs Analysis

Client Contacted

Date: ____________________ Time: _______________

Client Representative Name: _______________________

Notes:

Job File Documentation

Customer Documentation

Verify and/or complete all sections of the First Notice of Loss (if not completed).

Complete and have customer sign/date Customer Information Form

Complete and have customer sign/date Authorization to Perform Services

All client and/or state-specific documents signed, dated, and documented as needed

All required forms and documents signed by on-site

contact authorized to sign paperwork

Collect deductible (if client rules allow):

Amount collected: $ _________________________

Payment method: _________________________

All applicable forms and documents signed by on-site

contact authorized to sign

Provide customer copies of all signed forms

If customer refuses to sign paperwork or pay deductible (if allowed) contact supervisor immediately!

No work is to be performed without customer authorization.

Production Documentation

Picture: All affected areas (before and after)

Picture: Affected areas (w/ equipment in place)

Picture: All preexisting conditions

Sketch completed as required by client

Room dimensions

Drying equipment (as positioned, if needed)

Water migration line (affected area, if needed)

Pretest all affected materials

Identify all non-salvageables

Detailed scope of services to be performed

Drying Analysis Report complete (if needed)

Drying Zone Monitoring Report (if needed)

Atmospheric Readings

Outside Dehumidifier exhaust

Affected HVAC

Unaffected

Document Moisture Content Readings

Drying Goals and affected materials

Daily Equipment Tracking Report complete

No unapproved work is to be performed without emergency notification.

Contact your supervisor if necessary.

Job Site Departure

All equipment is operating and positioned correctly

Lock box installed at jobsite (if needed)

Customer supplied with Franchise contact information (name and number)

Monitoring and/or additional services scheduled for the next day / future date

Date scheduled: ___________________________

Time scheduled: ___________________________

Customer Equipment Responsibility form signed and

dated

Certificate of Satisfaction—Emergency Response signed and dated by customer

Customer walk-through completed

Customer concerns reviewed and addressed

Time of departure: ___________________________

Job Diary complete

White: SERVPRO® Yellow: Claims Professional Pink: Customer

©SERVPRO® INTELLECTUAL PROPERTY, Inc. ALL RIGHTS RESERVED FE-051707 1.0 28000 08/14

Each SERVPRO® Franchise is Independently Owned and Operated.

Authorization to Perform Services and Direction of Payment

Customer Name: ________________________________________________ Date of Loss: _______________

Loss Address: _______________________________________________________________________________

City: ________________________________ State: ____________ Zip: ___________________

Insurance Company: ________________________________ Claim Number (if available): ___________________

The undersigned Customer, being the building owner, owner’s representative, or resident, authorizes the Provider identified below to perform any and all necessary cleaning and/or restoration services on Customer’s property located at the property address above, and with respect to items that need to be cleaned at a remote location to remove and clean such items as necessary.

Customer authorizes _________________________ Insurance Company, herein referred to as “Insurance Company,” to pay Provider solely and directly for that portion of the work covered by Customer’s insurance policy.

If, for any reason, Customer receives a check from Insurance Company made payable to Customer, Customer agrees to pay Provider immediately upon receipt of the check. In order to expedite payment to Provider, Customer hereby appoints Provider as attorney-in-fact, authorizing Provider to endorse Customer’s name on Insurance Company checks or drafts, and to deposit Insurance Company checks or drafts for Provider services.

Customer agrees to pay Customer’s deductible in the amount of $ _______________ that applies to this claim. If any amounts owing to Provider for Provider services are not covered by insurance, Customer agrees to pay those amounts to Provider within fifteen (15) days of Customer’s receipt of invoice. It is fully understood that Customer and its agents, successors, assigns, and heirs are personally responsible for any and all deductibles and any costs not covered by insurance. Interest and finance charges will be charged at the maximum allowable by law, or at 1.5% per month, whichever is less, on accounts over thirty (30) days past due. Time is of the essence.

Customer agrees that Provider is working for the Customer and not Customer’s insurance company or any agent/adjuster.

Property Owned By: _______________________________________________________________________________

_______________________________________________________________________________

Remarks: _______________________________________________________________________________

_______________________________________________________________________________

I HAVE READ THIS AUTHORIZATION TO PERFORM SERVICES AND DIRECTION OF PAYMENT, INCLUDING THE TERMS AND CONDITIONS OF SERVICE ON THE REVERSE SIDE HEREOF, AND AGREE TO SAME.

__________________________________________________________________________________

Customer Reviewed Customer Information Form: Y N

Provider’s Signature: _________________________

Customer’s Signature: ______________________________ Franchise Legal Name: _________________________

Printed Name: ______________________________ d/b/a SERVPRO® of: _________________________

Date: ______________________________ Date: _________________________

E-mail Address: ______________________________ Contractor License #: _________________________

__________________________________________________________________________________

________________________________________________________________________________________________________________________

28000 08/14 Each SERVPRO® Franchise is Independently Owned and Operated.

Authorization to Perform Services and Direction of Payment

Terms and Conditions of Service

R E A D C A R E F U L L Y

Note: This Contract includes a limitation of liability and limitation of remedies.

1. SERVPRO® is one of the largest nationwide Cleaning and Restoration Franchise Systems in the United States. The SERVPRO

® Franchise owner

identified on the front of this Contract (the “Provider”) is an independent contractor who agrees to perform the services identified on the front of this Contract (the “Services”). Client agrees to purchase, receive, and pay for the Services pursuant to the terms and conditions of this Contract. Servpro Industries, Inc., the Franchisor, is not a party to any agreement with Client, is not a guarantor of the Provider’s Services, and is not subject to liability arising out of such Services.

2. Provider’s performance of the Services is limited by, among other things, the pre-existing conditions and characteristics of the premises, material, fabrics, furniture, and/or other items. PROVIDER EXPRESSLY DISCLAIMS ANY RESPONSIBILITY OR LIABILITY FOR ANY PRE-EXISTING CONDITIONS. Client shall retain responsibility and shall be liable for all effects of and costs necessary to correct such conditions, including, by way of example and not limitation, the conditions identified below:

(a) Provider may, in its sole discretion, pre-test materials for removability of spots or stains; dye or color fastness; shrinkage; fading; adhesive breakdown; or other problems. It is not always possible to determine these conditions in advance. PROVIDER DOES NOT GUARANTEE SPOT OR STAIN REMOVAL AND COLOR FASTNESS OR PREVENTION OF SHRINKAGE, FADING, OR ADHESIVE BREAKDOWN.

(b) Provider DOES NOT GUARANTEE that wall and ceiling cleaning will restore the original color to painted surfaces.

(c) Not all fabrics are conducive to cleaning. Provider shall use reasonable efforts to advise Client of any adverse effects which may be reasonably foreseen due to the nature of the fabric or material involved. PROVIDER DOES NOT GUARANTEE THAT SUCH MATERIALS CAN BE CLEANED OR THAT THERE WILL BE NO ADVERSE EFFECTS FROM ANY ATTEMPT TO CLEAN SUCH FABRICS.

(d) A variety of materials are used in the manufacturing, upholstery and/or installation process. These materials include backing, lining, tacks, or other unknown substances that may cause discoloration or other adverse effects to the face material. Client acknowledges that it is impossible to determine when such adverse effects may occur and PROVIDER DOES NOT GUARANTEE AGAINST SUCH ADVERSE EFFECTS.

(e) Client acknowledges and agrees that mold is commonly found throughout the environment and that it is impossible to eradicate mold. PROVIDER DOES NOT GUARANTEE THE REMOVAL OR ERADICATION OF MOLD.

3. PROVIDER SPECIFICALLY DISCLAIMS ANY AND ALL OTHER WARRANTIES AND ALL IMPLIED WARRANTIES (EITHER IN FACT OR BY OPERATION OF LAW) INCLUDING, BUT NOT LIMITED TO, ANY IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE OR ANY IMPLIED WARRANTY ARISING OUT OF A COURSE OF DEALING, CUSTOM OR USAGE OF TRADE. THIS CONTRACT PROVIDES FOR THE PROVISION OF SERVICES AND DOES NOT PROVIDE FOR A SALE OF GOODS.

4. Limitation of Liability: IN NO EVENT SHALL PROVIDER, ITS OWNERS, ANY OFFICERS, DIRECTORS, EMPLOYEES, OR AGENTS, FRANCHISOR, OR AFFILIATES BE RESPONSIBLE FOR INDIRECT, SPECIAL, NOMINAL, INCIDENTAL, PUNITIVE OR CONSEQUENTIAL LOSSES OR DAMAGES, OR FOR ANY PENALTIES, REGARDLESS OF THE LEGAL OR EQUITABLE THEORY ASSERTED, INCLUDING CONTRACT, NEGLIGENCE, WARRANTY, STRICT LIABILITY, STATUTE OR OTHERWISE, EVEN IF IT HAD BEEN AWARE OF THE POSSIBILITY OF SUCH DAMAGES OR THEY ARE FORESEEABLE; OR FOR CLAIMS BY A THIRD PARTY. THE MAXIMUM AGGREGATE LIABILITY SHALL NOT EXCEED THREE TIMES THE AMOUNT PAID BY CUSTOMER FOR THE SERVICES OR ACTUAL PROVEN DAMAGES, WHICHEVER IS LESS. IT IS EXPRESSLY AGREED THAT CUSTOMER’S REMEDY EXPRESSED HEREIN IS CUSTOMER’S EXCLUSIVE REMEDY. THE LIMITATIONS SET FORTH HEREIN SHALL APPLY EVEN IF ANY OTHER REMEDIES FAIL OF THEIR ESSENTIAL PURPOSE. Some states/countries do not allow the exclusion or limitation of incidental or consequential damages, so the above may not apply to you.

5. Should Provider bring legal action to collect monies due under the Contract or should the matter be turned over for collection, Provider shall be entitled, to the fullest extent permitted under law, to reasonable legal fees and costs of any such collection attempt, in addition to any other amounts owed by Client. This attorney fee provision shall not be effective or enforceable in jurisdictions where attorney fee provisions are made reciprocal or invalid by operation of law. Consent is hereby given for filing of mechanic’s liens by Provider for the work described in this contract on the property on which the work is performed if Provider is not paid.

6. Any labor, materials or other work beyond that identified in this Contract shall require a written amendment to this Contract and will result in additional charges.

7. Any claim by Client for faulty performance, for nonperformance or breach under this Contract for damages shall be made in writing to Provider within sixty (60) days after completion of services. Failure to make such a written claim for any matter which could have been corrected by Provider shall be deemed a waiver by Client. NO ACTION, REGARDLESS OF FORM, RELATING TO THE SUBJECT MATTER OF THIS CONTRACT MAY BE BROUGHT MORE THAN ONE (1) YEAR AFTER THE CLAIMING PARTY KNEW OR SHOULD HAVE KNOWN OF THE CAUSE OF ACTION.

8. A failure of either party to exercise any right provided for herein shall not be deemed to be a waiver of any right hereunder.

9. CLIENT AND PROVIDER EACH WAIVE THEIR RESPECTIVE RIGHTS TO A TRIAL BY JURY WITH RESPECT TO ANY AND ALL CLAIMS OR CAUSES OF ACTION (INCLUDING COUNTERCLAIMS) RELATED TO OR ARISING OUT OF OR IN ANY WAY CONNECTED TO THIS CONTRACT AND AGREE THAT ANY CLAIM OR CAUSE OF ACTION WILL BE TRIED BY A COURT TRIAL WITHOUT A JURY.

10. If any provision of this Contract is found to be ineffective, unenforceable or illegal for any reason under present or future laws, such provision shall be fully severable, and this Contract shall be construed and enforced as if such provision never comprised a part of this Contract. The remaining provisions of this Contract shall remain in full force and effect and shall not be affected by the ineffective, unenforceable or illegal provision or by its severance from this Contract.

11. No modification, termination, or attempted waiver of this Contract shall be valid unless in writing and signed by the party against whom the same is sought to be enforced.

SERVPRO® Franchisees are always looking for motivated employees.

SERVPRO’s individually owned and operated franchises offer a variety of positions including crew chief, production technician, marketing representative, administrative assistant, and many more.