Guidelines for Facilities Liaisons

Purpose:
The Facilities Liaison Program was created in order to promote communication between Facilities Operations and the Campus Community. Facilities Liaisons play a significant role tn relaying information to the Customer Service Center and notifying building occupants of maintenance issues and constructions projects in their building(s).

Facilities Liaisons May:
Facilities Maintenance Repairs

  • Act as contact point for Facilities Operations, Capital Project Management or Design and Construction Services responding to maintenance requests/needs and for new construction or renovation projects.
  • Initiate work requests from building occupants by contacting Facilities Customer Service Center or submitting request online via AiM Work Management System.
    • Evaluate the urgency of the problem an determine whether it is an emergency or a routine repair.
    • Inform building occupants of the protocol for requesting work and how to handle after hours repairs.
    • Follow up and report the status back to building occupant as necessary.
  • Participate in building safety inspections if needed.

Notification Procedures

  • Distribute documentation or information from the Customer Service Center, Project Management or Zone Supervisor on upcoming utility interruptions or planned work that affects the building occupants.
  • Keep building occupants informed of Facility issues and pass along information concerning work being performed in the building.
  • Notify building occupants of the monthly Fire Alarm Testing schedule provided by the Customer Service Center.
  • Participate in the annual Customer Satisfaction Survey and provide feedback in customer service surveys.
  • Send email notification to the Customer Service Center from department head liaison changes.

Construction/Renovation Projects

  •  Acts as College or Department Liaison to Facilities Operations or Construction Project Managers.
  • Coordinate with other liaisons in the same building or department.
  • Meet with project managers for specifics of project such as impact, schedule and coordination.
  • Provide customer satisfaction survey feedback for competed projects.

Facilities Operations Will:

  • Provide customer satisfaction survey feedback for completed projects.
  • Inform liaisons of work being performed in their building.
  • Keep liaison and customer informed of the status of work being performed.
  • Communicate to liaison and customer when work is completed.
  • Inform liaisons of utility interruptions.
  • Provide annual briefing and guidelines for liaisons.
  • Maintain master liaison communication listing.