Priority Codes

Priority codes are assigned to each type of service and are used to schedule all service requests. The priority of your request can be viewed on the Service Request form. 

Priority-1: Emergency
Priority-2: Urgent
Priority-3: Expedited
Priority-4: Scheduled Maintenance
Priority-5: Planned Maintenance
Priority-6: Events
Priority-7: Meetings and Training

Priority-1: Emergency

Immediate action is required. Presents a threat to life, asset/property, security or environment. Demands immediate response and mitigation, but not necessarily a permanent repair. Requests are dispatched via radio immediately to appropriate trade(s). Key personnel are notified by Work Control Center during business hours. Outside of normal business hours, the Trouble Shooters notify the on-call administrator.

Response:

• Secure existing work area and respond right away; "drop and run"
• Automatic and mandatory overtime

Examples

• Fire, smoke
• Gas smell
• Exposed live wires
• Floods/leaks that are impacting safety and the welfare of the asset
• Loss of water
• Chemical spill
• HVAC that impacts science/engineering facilities and data centers
• Situations that impact the heating/electrical plan

Communication: through Work Control Center and/or management

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Priority-2: Urgent

Urgent situations and conditions pose a threat of injury, asset/property damage, or a serious disruption of college and/or residential operations. Requests are dispatched via radio as quickly as possible.

Response:

• Situation will be dispatched by Work Control Center ASAP; staff will respond and complete work within the same shift.
• If unable to complete during the shift, or overtime is not authorized, the work order will be assigned to the Trouble Shooters. Supervisors will contact Work Control Center to initiate the work order.
• Overtime will be reviewed on a case by case basis.

Examples:

• Access to critical areas
• Point of sale machines
• Hot and cold calls, no hot water in residence halls or rental apartments
• Tripped breakers
• Inappropriate graffiti
• Plumbing issues
• Roof leaks
• Loss of critical refrigeration

Communication: through supervisors and Work Control Center

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Priority-3: Expedited

Expedited situations do not pose an immediate risk to the facilities, equipment, assets and/or property, and will be responded to within 24 to 48 hours. The type of situation and/or conditions will drive the timing.

Response:

• Within two business days to start the work order and/or communicate the schedule to the customer. Type of request will drive the delivery date.
• Approved overtime.

Examples:

• Key requests
• Graffiti
• Light out
• Pest control
• Condition that reflects poorly on the institution
• Vehicle service/repairs

Communication: through the supervisor or technician assigned to the work order

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Priority-4: Scheduled Maintenance

This refers to maintenance or service requests that are planned and scheduled in advance.

Response:

• Is typically more than two business days and the work has been scheduled with either the technician and/or the customer.
• No overtime is required.

Examples:

• Carpet/floor replacement or refinishing
• Building or refinishing furniture
• Seasonal repairs
• Painting of classrooms and residence halls
• Changing light bulbs

Communication: through the supervisor and/or technician

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Priority-5: Planned Maintenance

Response:

• Work has been scheduled/planned
• No overtime, but may require schedule changes to assist contractors.

Examples:

• All planned maintenance and seasonal work, hanging seasonal banners, opening and securing seasonal buildings
• Emergency lights
• Inspection of fire alarm/sprinkler/generators systems
• Equipment maintenance
• Vehicle inspections
• Grounds maintenance
• Floor refinishing, etc.

Communication: through supervisor

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Priority-6: Events

These events are scheduled through Conferences & Events, Tuck School Events and/or Athletic Events

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Priority-7: Meetings and Training

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