water damage process guide

©2017 Roto-Rooter Services Company Water Damage Process Guide V6/28/17 of 39

Water Damage Process Guide


Introduction 4

First Steps 5

1. Customer Walkthrough 6

Install Floor Protection 6

Safety Inspection 6

Electrical Problem or Other Hazard? 7

Asbestos or Lead Hazards? 7

Job Overview 8

Photos 8

IR Camera/ Meters 8

2. Pre-Work Inspection 9

Determine Category 9

Evaluate Materials 11

Determine Class 12

Sketch 12

Scope of Work 13

Post Inspection Meeting with Customer 14

3. Protect, Remove, Clean and Dry 16

Move Contents (All Categories) 17

Contain Area and Use Air Filtration Devices (AFD) 18

Extract 19

Remove Carpet and Padding 20

Set Dehumidifiers 20

Demolition 21

Clean and Sanitize 24

Set Air Movers 24

Set Specialty Drying Equipment As Needed 25

4. Documentation 26

Moisture Readings 26

Visual Inspection 27

Scope Review 27

Pictures 28


Customer Walk Through 28

Schedule Monitoring Visit 29

5. Monitoring 29

Moisture Readings 29

Evaluate and Adjust Project 29

6. Project Closeout 32

Remove Equipment 32

Scope Close Out 32

Contents Put back 32

Clean 33

Visual Inspection 33

Customer Walkthrough 33

Certificate of Satisfaction 33

Appendix 34

General Materials Evaluation 34

Hardwood Flooring Evaluation 35

Carpet Evaluation 36

PPE Quick Reference Guide for Water Restoration 37 - 38

RRSC Policy on Use of IEP for Cat 3 Jobs 39


Introduction This guide has been produced to identify and describe best practices for handling water mitigation claims for RRSC. The Roto-Rooter Process Guide is not intended to be either exhaustive or inclusive of all pertinent requirements, methods or procedures that might be appropriate on a particular water damage restoration project. Technicians should use professional judgment consistent with IICRC Guidelines and RRSC policies throughout each and every project. There may be several different ways to process a project, but Roto-Rooter puts the safety of all parties and the interests of the customer first. When the decision is made to deviate from this guide, these interests should come first - not those of a particular insurance company. Using the guide This guide is intended to provide a project overview, explanation of services, and specific actions to be taken. The Table of Contents serves as a project overview. It consists of six steps, which are broken down into sections that should be followed on every water loss. At the beginning of each of these sections there is a stated “Goal and Considerations” you may find helpful. These sections are numbered in the table of contents.

1. Customer Walk Through 2. Pre-Work Inspection 3. Protect, Remove, Clean and Dry 4. Documentation 5. Monitoring 6. Project Close Out

Special Note: Throughout the guide, but especially in Section 3, Protect, Remove, Clean and Dry, specifies various actions that are specific to Category 1, 2 or 3. Be sure to select the process steps according to the appropriate Category of Loss for your job. Within the guide you will find valuable information provided for each of these steps. You may find this detail helpful to understand why certain steps are necessary. Many, but not all, actions are identified by the image and are written in “blue.” These steps should typically be followed on every project, unless the “scope of work” or other factors deem the steps “not applicable.” In the event, you need clarification on any steps or processes within this guide, contact your General Manager or Manager on Duty before proceeding.


First Steps

Prior to arrival: 1. Make sure ticket is assigned to you and Press “In Transit” 2. Press “Arrived” once you get to the customer’s home. 3. Discuss the customer situation with the Sales Rep prior to arriving at the site; if at all

possible. 4. Before getting out of the vehicle, look at the customer’s name. 5. Look professional and be prepared with your tablet, tools, PPE, etc when you walk in the

building. 6. Be sure that you are parking in an appropriate space, keeping in mind security, safety and

customer concerns.

Immediately upon arrival: 1. Start building trust with the customer by formally introducing yourself and establishing

yourself as the problem solver by stating the following, “My name is John with Roto-Rooter and I am here to help you with your problem. Our job is to clean up the mess, dry out the structure and get you on the road back to how things were prior to this problem occurring.”

2. Ensure that the customer knows which tech is the Lead Tech and that questions should be directed to the Lead Tech.

3. Address the customer by Last Name. (e.g.; Mr. Smith) 4. Be empathetic, friendly and helpful. 5. Put on booties right before entering the house. 6. Smile but don’t joke too much. This is a traumatic experience for the customer. 7. Let the customer know that you have spoken to the RRSC person who was there earlier. 8. Empathize with the customer. Let the customer explain what has happened if they want to

do so again with you. (They probably already did this once with the sales rep.)


1. Customer Walkthrough

Goals: Interview the customer, Ask and listen instead of tell, Identify any safety hazards, Provide overview of the project, Photograph what you found when you arrived. Considerations: 1. Safety: Building safety issues, electrical issues, falling debris, slipping, environmental

concerns (e.g.; asbestos, lead, mold, etc) 2. Customer: Customer is typically concerned about mold, odor, the severity of the loss, how

long mitigation will take, what materials you are going to demo. You need to determine or ask what their needs are, health concerns, and explain what you are going to do

3. Standard: Determine the Category of Loss per IICRC Standard; evaluate salvageability of materials.

4. Fair and Accurate: Take detailed note(s) of customer requested services, identify all affected areas and discuss potential environmental concerns such as health issues, noise, and increase of temperature,

5. PPE Required: Determine the type of PPE required for type of work to be performed Prior to beginning the customer walkthrough, explain how the process works such as: 1. You will be taking some moisture readings 2. You will utilize Thermal Imaging Infrared Camera to reveal any signs of water where it

shouldn’t be 3. You will be developing a work plan and document the situation(s) 4. Once developed, you will explain the work plan and answer any questions. Tell them what

you are doing to protect their property and prevent cross contamination. 5. Find out “Who has entered affected area? Where were all the places they went afterwards?”

(could there be a cross contamination concern?) 6. Begin the inspection.

Install Floor Protection

“Before entering” the affected area, put down appropriate floor protection materials so water and contaminants are not tracked into unaffected areas. Take immediate action to eliminate any potential tripping or slipping hazards due to improper installation of floor protection materials. Inform the customer they should avoid walking on the floor protection due to contaminants that may be on tracked on it while providing ingress and egress to the affected areas. These materials should be removed or replaced at the end of each work day.

Safety Inspection What PPE is appropriate for this project? Using RRSC and IICRC guidelines make a determination before working in the affected area what PPE is appropriate, and wear it during all phases of the project.


Immediately don PPE. Be cognizant of and caution customers against customer entering hazardous areas without proper safety precautions and PPE.

Electrical Problem or Other Hazard?

At the beginning of the initial inspection, determine if there are any visible electrical hazards. If water has run through electrical connections, lights or appliances, contact your GM or Manager On Duty for further direction. If water has come from overhead, check for sagging ceilings. If ceilings are at risk of falling because they are wet, restrict entry into that area until the hazards are addressed appropriately. Explain to the customer wet ceiling materials are very heavy and could cause serious injury if they fall on a person.

Asbestos or Lead Hazards? Before any work is started, the appropriately trained person should evaluate if there are any potential hazards such as Asbestos Containing Materials or lead present in any affected material. Asbestos may be found in any home but is most likely in homes built pre-1980. If you observe conditions that may indicate Asbestos is present, follow the current RRSC guidelines and/or contact your GM or Manager on Duty for more direction. Under no circumstances, suspect materials should not be disturbed. NOTE: RRSC does not perform Asbestos abatement for any reason. Before the suspected asbestos containing material can be disturbed in any way, a person or company certified to take asbestos samples must take asbestos samples in accordance with state and local laws. If the testing shows no presence of asbestos, then mitigation work can proceed. If testing shows asbestos present in the materials, work cannot proceed until all asbestos containing materials are certified to have been removed by a certified asbestos abatement company. Homes pre-1978 may contain lead based paint. If the home is pre-1978, follow current RRSC guidelines for handling. If any other circumstances are present that appear unsafe, either eliminate the hazard or take action to prevent injury. NOTE: Discuss potential lead or asbestos hazards with your manager before discussing with the customer. Document hazards per RRSC guidelines.


Job Overview In this step, you will be interviewing the customer and will perform a visual inspection of the property to ascertain what caused the loss and what steps will be necessary to mitigate the damages. Use this opportunity to “ask questions and listen” rather than tell. The customer can provide you with information that will help you process the project and support your project plan.

Ask questions, listen, and make notes. You should not finalize your plan until this discussion is complete and you have documented all the information. Additionally, wait until completion of your inspection to explain your plan to the customer. Ask project specific questions such as:

• “When did you first notice the problem?”

• “Has anything been moved out of the affected area?”

• If applicable, ask about contents such as “I will need to move these pieces of furniture out of this area. Do you have a place where you would like us to move them?”

• “While we will handle everything with care, do you have any pieces of furniture that need special handling?”

Photos

Take as many pictures as is appropriate. Pictures should document and tell the story of:

• Cause of the loss

• Damage caused by the water

• Damage the customer points out

• Preexisting damage to contents or structure that is unrelated to the water damage If the customer seems like they are too stressed at the moment, wait to take the photos until after the Customer Walkthrough, but before any work is started. Do not include the customer or their children in any photos.

IR Camera/ Meters Use an IR camera and moisture meters to determine the extent of the water damage. IR cameras not only help build trust with the customer by showing them “where water is not supposed to be,” but it also helps our Company determine the extent of the loss. An IR Camera and moisture meter should be used in tandem when performing your walkthrough.

Take pictures of the meters showing the meter readings. On the first day of work, the readings should be taken before and after the work is performed. Take IR pictures and submit with job photos.


2. Pre-Work Inspection

Goals: Make decisions on processes, Determine how to handle materials and contents, How much equipment will be needed, How to incorporate customer requests, Identify a strategy for projects that will be potentially difficult to collect on. Considerations: 1. Safety: Reevaluate PPE requirements after you complete the inspection 2. Customer: Implement customer preferences/requests into process 3. Standard: Calculate the number of dehus, negative air machines and air movers needed,

evaluate material salvageability 4. Fair and equitable: Prepare job plan and fill out scope sheet

A. Do I need to present project options? B. What services are likely to be questioned by the adjuster? C. What type of notes do I need to make to document things not included on the Scope

Sheet? 5. PPE Required: Determine the type of PPE required for type of work to be performed

Determine Category To start determining Category of Loss, identify the source or cause of the loss. Photograph the cause. The Category, or the contamination level of the project, is not based solely on the source of the water. Note the information from the 2015 S500 Section 10.4.1 p. 35 regarding Category:

Category of Water: The categories of water, as defined by this document, refer to the range of contamination in water, considering both its originating source and quality after it contacts materials present on the job site. Time and temperature can affect or retard the amplification of contaminants, thereby affecting its category. Restorers should consider potential contamination, defined as the presence of undesired substances; the identity, location and quantity of which are not reflective of a normal indoor environment; and can produce adverse health effects, cause damage to structure and contents or adversely affect the operation or function of building systems. Category 1: Category 1 water originates from a sanitary (clean) water source and does not pose substantial risk from dermal, ingestion, or inhalation exposure. Examples of Category 1 water sources can include, but are not limited to: broken water supply lines; tub or sink overflows with no contaminants; appliance malfunctions involving water-supply lines; melting ice or snow; falling rainwater; broken toilet tanks, and toilet bowls that do not contain contaminants or additives. Category 1 water can deteriorate to Category 2 or 3. Category 1 water that flows into an Uncontaminated building does not constitute an immediate change in the category. However, Category 1 water that flows into a contaminated building can constitute an immediate change in the category. Once microorganisms become wet from the water intrusion, depending upon the length of time that they remain wet and the temperature, they


can begin to grow in numbers and can change the category of the water. Odors can indicate that Category 1 water has deteriorated. Category 2: Category 2 water contains significant contamination and has the potential to cause discomfort or sickness if contacted or consumed by humans. Category 2 water can contain potentially unsafe levels of microorganisms or nutrients for microorganisms, as well as other organic or inorganic matter (chemical or biological). Examples of category 2 water can include, but are not limited to: discharge from dishwashers or washing machines; overflows from washing machines; overflows from toilet bowls on the room side of the trap with some urine but no feces; seepage due to hydrostatic pressure; broken aquariums and punctured water beds. Category 2 water can deteriorate to Category 3. Once microorganisms become wet from the water intrusion, depending upon the length of time that they remain wet and the temperature, they can begin to grow in numbers and can change the category of the water. Category 3: Category 3 water is grossly contaminated and can contain pathogenic, toxigenic or other harmful agents and can cause significant adverse reactions to humans if contacted or consumed. Examples of Category 3 water can include, but are not limited to: sewage; waste line backflows that originate from beyond any trap regardless of visible content or color; all forms of flooding from seawater; rising water from rivers or streams; and other contaminated water entering or affecting the indoor environment, such as wind-driven rain from hurricanes, tropical storms, or other weather-related events. Category 3 water can carry trace levels of regulated or hazardous materials (e.g., pesticides, or toxic organic substances).

As a general rule, sewage related losses are always Category 3. Very often a water damage originating from a Cat 1 source is actually a Cat 2 loss. Many losses are improperly categorized as Cat 1 primarily due to the S500 source examples utilized. To limit potential liability from incorrectly categorizing a loss, strongly consider the possibility that a loss from a clean water source was subsequently contaminated and hence is actually Category 2 unless you have just cause to determine it is a Cat 1 loss.

Determine a Category of Loss, support your decision using the S500 definitions above and document your reasoning. Photograph the cause. At this point, on a multi-man crew, the lead technician should continue the Pre-Work Inspection phase of the project. The other techs should begin erecting necessary containment, finish putting down walkway protection in unaffected areas between the affected area and the exit being used for the work, moving and protecting furniture, picking up debris and/or extraction. In addition to being more productive, this is usually what the customer wants to see as well.


Evaluate Materials There are 3 primary reasons materials would need to be removed during a water mitigation loss: 1. The S500 mandates removal (see below) 2. Not able to clean and sanitize the material assembly 3. Cannot dry materials efficiently as installed The S500 (S500 2015 p. 83, 84 Section 17.3.2) mandates removal of materials as follows: In all Categories remove materials including, but not limited to:

• “gypsum board (drywall) ceilings that are sagging due to saturation;

• gypsum board that has obvious physical damage;

• laminate flooring;

• many multi-layer flooring systems (e.g., laminate, vinyl sheet, parquet, engineered wood) under which water has migrated cannot generally be sufficiently dried, cleaned, or sanitized.”

In Category 2 or 3 remove materials including, but not limited to:

• All category items listed above;

• “carpet cushion (pad, underlay);

• HVAC internally lined duct board or flexible ducting;

• HVAC external insulation on metal duct;

• wall insulation;

• particle board or MDF” In Category 3 remove materials including, but not limited to:

• All category items and Category 2 or 3 items listed above;

• “gypsum wallboard;

• mineral fiber lay-in ceiling tiles;

• wall insulation;

• sound attenuation board;

• wallpaper;

• wood paneling; and

• carpet and carpet cushion (pad, underlay).”

Use the Roto-Rooter Materials Evaluation sheet and S500 directives to evaluate materials and to determine salvageability (Located on Pages 34-36).


Determine Class The Class of Loss refers to the potential rate of evaporation. The Class of Loss helps determine the amount of dehumidification for the project. Class must be determined and the number of dehus needed should be calculated on every loss. There are multiple apps that will help to calculate this. ‘Sycorp Pro’ is an app commonly used. Class of Loss, type of dehu and the dimensions of the affected area are needed to use the app.

Identify Class of Loss using the S500 definitions. Pay special attention to the keywords underlined in the definitions below. Regarding Class of Loss, the S500 2006 Section 9.7 p. 34 says (keyword underlining has been added):

Class 1 (least amount of water, absorption and evaporation): Water losses that affect only part of a room or area, or larger areas containing materials that have absorbed minimal moisture. Little or no wet carpet and/or cushion is present. Class 2 (large amount of water, absorption and evaporation): Water losses that affect at least an entire room of carpet and cushion (pad). Water has wicked up walls less than 24 inches. There is moisture remaining in structural materials; e.g., plywood, particle board, structural wood, VCT, concrete and substructure soil. Class 3 (greatest amount of water, absorption and evaporation): Water may have come from overhead. Ceilings, walls, insulation, carpet, cushion and subfloor in virtually the entire area are saturated. Class 4 (specialty drying situations): These consist of wet materials with very low permeance/porosity (e.g., hardwood, plaster, brick, concrete, light weight concrete and stone). Typically, there are deep pockets of saturation, which require very low specific humidity. These types of losses may require longer drying times and special methods.

Sketch Measure areas to the inch, as opposed to rounding to the foot. Inaccuracy affects the amount of equipment, extraction, antimicrobial charges, demo charges, and cleaning charges to name a few. Ceiling height is a required measurement since it affects dehumidifier usage (i.e.; V=L x W x H). If the sketch is not accurate, the estimate is not accurate. For example, don’t leave out valuable measurements such as offsets. Leaving out just one measurement on a wall, could make creating an accurate estimate impossible.


Step By Step Sketching Process 1. Determine scale of drawing 2. Start with an outside wall with the bottom of the paper being the front elevation of the

property and identify which level of the property you are diagramming 3. Measure room length, width and height 4. Draw rooms to scale and insert measurements and room names 5. Insert doors and missing walls as necessary 6. Insert cabinets, vanities, bathtubs, etc. 7. Show drying equipment location on sketch (may be done during scope review)

Additional tips

• Different ceiling heights in a room should be noted. Using dotted lines to indicate different heights may be necessary

• Keep in mind the size of the property when determining the scale. You don’t want a mini sketch, but you also don’t want to run out of room

• Note where the fridge, range and other items are that flooring goes under. The areas where appliances are located will not be deleted from the floor space in the estimate preparation, but need to be identified on the sketch.

Scope of Work The “Scope of Work” sheet is one of the most vital parts of the claim process. It is a detailed account of all work performed at the property. One individual should be responsible for filling out the scope of work sheet while onsite. Since the scope sheet is a “living document,” having one person making the entries will prevent inaccurate or missed information from being made. Additionally, the scope sheet acts as a checklist to remind the user of all the items they should be considering. The room names on the scope sheet must be the same as the names chosen for the sketch, so the services can be applied to the right room(s). In the event, you run out of space on the “scope of work” sheet due to a multiple room loss, use a second sheet. It is common for a service that was performed to be absent from the form. In these cases, notes should be made on the scope form to describe what was done. Sometimes the estimator will need to reach out to the tech by phone for more info.

Scoping Tips

• Start in same room you started taking pics and started your sketch, when applicable

• Fill out the scope sheet in full

• Note the equipment used in the room

• Double check the tick sheet by going down and making sure all demo and equipment is listed


• Ceilings may include HVAC registers, cold air returns, lights, fans, insulation and drywall- note why the exact amount removed was necessary

• Walls may include crown molding, insulation, drywall, detach of doors, casing, cabinets, plumbing, countertops, toe kicks, base and shoe - note the exact amounts removed

• Flooring may include HVAC floor vents, flooring, underlayment, glue down applications, plumbing - note the exact amounts removed

• Note contents and appliances that were moved

• Use the “built in” Cat 3 checklist on the scope sheet to ensure completion on Cat 3 jobs

• The more details, the better the estimate

Post Inspection Meeting with Customer In this meeting with the customer you have a few objectives. Your primary goal is to communicate as much information as is necessary, and to establish buy in. Communicate the issues and various solutions to the customer. Let them know everything being performed is to IICRC standards. Share your plan of action to get the property to pre loss conditions. For example, this may include the moving of contents, any demo (flooring and/or wall removal), equipment being utilized, containment locations, and answers to any questions the customer may pose. Let the customer know approximately how long you think the work will take, but let her know it is only an estimate and could change. Reassure them our primary objective is to return their property to a pre-loss state. You should inform the customer that people will be coming in and out of the house, and to ask them to “Please put away any valuables.” This is to protect us as well as the customer.

Customer Concerns vs “Professional Judgment” When it is appropriate for us to use our “Professional Judgment” when determining the “standard of care” outlined in the S500, don’t assume the adjustor will agree with your professional judgment. Unless the standard specifically states “Shall,” an insurance company could deny payment on services rendered without just cause. So, on each job you should ask the questions below to address any health related issues that may affect how we address the project. Use the questions exactly as they are stated below on every job: • “In our process, we may be causing more air to circulate and the equipment will increase the

air temperature and the noise level. Are there any health concerns, allergies or respiratory concerns for any of the occupants of the structure that we should know about prior to planning restoration?” (Avoid follow up questions that may appear to pry into health related matters)

• On Cat 2 and Cat 3 jobs: “Are there any health concerns that should prevent us from applying a botanical disinfectant to address potential microbial growth?”

• On Cat 1 Jobs: “Would you prefer that we apply a botanical disinfectant to address potential microbial growth?” (If yes, apply RRSC-approved antimicrobial to all wet surfaces regardless of Category according to label instructions)

• “Would you prefer that we install air cleaning machines to remove contaminants that may be airborne as a result of the water damage in the structure?” (If yes, install enough Air


Scrubbers to generate 6 air changes per hour (ACH). This can be calculated in the Sycorp App.)

• “While we will take the utmost care of all of your contents, do you have any specific direction on how you want these special contents to be handled or stored?” (If any of the contents are described as of unusually high value, contact your GM before handling these)

• If the customer requests to keep items which the IICRC states should be disposed of, document and take pictures. Make every attempt to get such items out of the house and contained in some fashion.

• “Do you have any special instructions for us to follow while we are working in your home?” (If any instructions are particularly costly or unusual, contact your GM before handling these)

NOTE: Make detailed notes of the answers given by the customer on the “Special Conditions Form,” and have the customer initial this section. The answers should be shared with other techs that may work in the home and with estimators.


3. Protect, Remove, Clean and Dry

Goals: Execute the plan, Return the structure to a clean state and set it up to dry, Consider the needs of the customer, Complete the scope sheet. Considerations: 1. Safety: Wear appropriate PPE, exercise safe practices; especially during demo (electrical

and plumbing), eliminate tripping hazards, team lift heavy items, and pay particular attention to electrical hazards

2. Customer: Put up containment to protect unaffected areas from contaminates and dust, protect furniture, focus on professional project appearance, limit accessibility to affected areas, mitigation efforts should not unnecessarily limit usage of unaffected areas

3. Standard: Materials must be cleaned then dried, observe all IICRC S500 and RRSC Standards

4. Fair and Accurate: Complete the Scope Sheet, use equipment as calculated, and consider the customer’s needs first when making project plan decisions

5. PPE Required: Determine the type of PPE required for type of work to be performed

It’s important to remember that each Category is processed a bit differently. In the following section, pay careful attention to the Category-Specific notes in the process detail.


Move Contents (All Categories)

*As mentioned earlier, ensure floor protection and other appropriate protection is in place prior to moving contents and furniture* The personal property in a home is most often more valuable than individual parts of the structure, and they definitely have more sentimental value. It is important we address personal property with the proper level of professionalism. Before disposing of any items, be sure to discuss with the customer first. If there are items of value, you may want to detail them on a list and have the customer sign the document that proves they gave you permission to dispose of the items. We need to handle contents in a manner that demonstrates to the customer we respect their belongings and protects them from damage. When moving contents, measures should be taken, to prevent spreading contamination to unaffected areas when moving contents in Cat 3 losses.

Moving Furniture The less furniture there is in the drying chamber the easier the job will be to manage. Each day, furniture left in the drying chamber should be moved to ensure flooring underneath of it is drying appropriately. Be sure to clean and decontaminate appropriately any items that are being moved prior to moving the items to an unaffected area. It may be necessary to leave larger pieces in the rooms being dried, but move as much as practical from the affected areas. Don’t adjust your level of care for the furniture that people have in their homes based on the value. If the furniture is low quality it is susceptible to breakage. If it is of high quality any damage will be costly to repair. All furnishings must be handled with care. Carefully look over the furnishings that need to be moved. For example, examine the feet or legs of the furniture. Are they in good enough condition to be moved without breakage? Is there preexisting damage on the items being moved? If so, document with photographs. Do Not Move: Prescription drugs, Jewelry, Money, Firearms. Have the customer move these items. Notify and have the customer sign off on the pre-existing damage prior to moving the furniture. IF the customer refuses to sign off, call your GM. If there are any items on top of the furniture remove them before moving the furniture. Remove drawers if they have a lot of weight in them. Before opening drawers, get permission from the homeowner. Before moving items such as pool tables, granite counter tops, high end furniture, pianos, fish tanks (never spray anti-microbial with a fish tank present) or other specialty items, consider whether a professional mover should be used. If not, get a written “waiver of responsibility” from the customer. Note: RRSC should never remove granite counter tops.


Protect Furniture Whether you are keeping furniture in the area being dried or you are moving it to another area, the legs need to be protected every time. If the legs of the furniture are wet you don’t want to stain floor coverings in an unaffected area.

Raise furniture off of wet flooring using either foam blocks or plastic tabs. Use blocks on furniture with larger feet that the plastic tabs cannot cover. Cover furniture with plastic sheeting before any demolition is done. If furniture is going to be stored at the customer’s request in an unfinished space such as a garage, it should be covered with plastic sheeting. Also consider whether climate control is needed in the area to protect furniture from damage due to heat or humidity. Moving furniture out of the home should be a last resort. Approval from your manager must be received prior to moving furnishings out. If the furnishings leave the building, even if outside in a container on the property, you must have “Bailee Insurance” or there is no coverage for them. RRSC does not carry a Bailee Insurance policy.

Contain Area and Use Air Filtration Devices (AFD) Containment is used on all Categories of Loss. However, the containment requirements are different for each Category of Loss as noted below. Containment serves 3 main purposes: 1. Creates a drying chamber that contains the drying environment-

By installing containment around the affected area, dehumidification and heat is concentrated in the drying area. This helps speed drying and limits undesirable heat in the living space.

2. Contains contaminants (construction dust, Cat 3 contaminants, mold, etc.) to the affected area- Whether they are spread by air or tracking/dripping, contaminants cannot be spread to unaffected areas. During the mitigation process this is one of the largest risks to the safety and success of the project and must not be disregarded.

3. Restricts access to the affected area- Occupant access must be restricted in the affected areas while you are working. Containment will help accomplish this.

Cat 1 Specific Containment Applications

• Containment should always be used to create a drying chamber. It is not required that an air filtration device be used to establish a drying chamber. Containment is not always required to be negatively pressurized in Cat 1 jobs.

• Negatively pressurized containment and air filtration devices should always be used for dust control when demo is to be done.


• Air filtration devices should always be used for dust and contaminant mitigation when occupants notify you they have respiratory issues. If you have not asked the customer if they prefer air filtration equipment be used, ask them at this point.

Cat 2 and 3 Specific Containment Applications

• In category 2 and 3 environments, restorers should implement procedures to minimize the spread of contaminants. This can be accomplished by isolating contaminated areas, erecting containment, and employing appropriate work practices. The S-500 reference guide states the most effective way to ensure that gaseous and aerosolized contaminants do not spread is to isolate work areas by establishing critical barriers or by erecting containment (plastic sheeting) and maintaining adequate negative air pressure within contained work areas while maintaining a minimum of 4 air changes per hour (ACH). (2015 S500 p. 195, 196)

Negative Pressure for Containment To create negative pressure, air must be removed from the area. This can be accomplished by using an air filtration device to move air from inside the affected area to outside the affected area. This causes air from the unaffected area to move toward the drying chamber and prevents contaminants from leaving the affected area. To set up Negative Pressure Containment: 1. Install 6 mil poly with double sided containment tape or ZipWall poles. 2. Place an air filtration device inside the affected area, and using lay flat ducting, duct

processed air from the air filtration device to outside of the affected area.

NOTE: The containment tape will pull paint off of most surfaces. If the surface will not be repainted, consider ZipWall poles.

Set up decontamination chambers where appropriate.

Extract

• Ensure flooring and/or wall protection is utilized the length of the extraction hose inside of the home or structure.

• Always extract standing water. It will take longer to dry an entire drying project when extraction has not been performed properly.

• Carpet and pad must be extracted, even if only a little bit of water can be removed.

• It is expected that if you are servicing an area with wet carpet and pad that extraction be performed.

• Sometimes it is appropriate to extract more than one time – i.e. once for carpet and once for hard surface.

• In the rare case that extraction is deemed not necessary on a project, a note and pictures must be provided to explain why not.


Remove Carpet and Padding

*On Cat 1 losses, remove carpet and padding only as necessary. *On Cat 2 losses, remove carpet only as necessary, but remove padding. *On Cat 3 losses, remove affected carpet and padding. Carpet and padding removal: 1. Using a sharp carpet blade or utility knife, cut carpet and padding into manageable pieces. 2. Bag and remove. 3. Cut two 1 ft. x 1 ft. carpet samples. Give one to the customer to keep for the adjuster and

ITEL testing. Keep one and note this action in the file. If they are contaminated with Cat 3 water put them in a sealable plastic bag.

4. Take up tackless strip as appropriate (always on Cat 3 jobs) and record on scope sheet. Ensure that before and after pictures document removal.

5. Record areas of the building where cross contamination may have occurred when making a determination about carpet issues. Take detailed notes on the scope sheet.

6. Cut the carpet at a natural break point in the building. Cutting A New Seam (as needed when only removing padding in Cat 1 or 2) 1. Move at least 3” away from the existing seam to start a new seam. 2. Open a row of fibers using an awl or row cutter to prevent cutting face fibers. 3. Slowly cut the seam using a row cutter or a knife with a new carpet blade.

Set Dehumidifiers

• After extraction, place the calculated number of dehumidifiers in the affected area. (2006 IICRC S500 p. 49 12.1.11/ 2015 S500 p. 53 13.5.2)

• Determine the electrical load that will be required (add up the amp draw listed on each piece of equipment) and compare to the electrical capabilities of the structure (Use a spider box if necessary). Follow the 80% rule here (only 80% of the rating of the circuit can be used continuously).

• Tape extension cords to floor to prevent tripping hazards. Ensure that the tape being used is safe to use on hardwood floors and carpet.

• Dehumidifiers should be placed in a pan in case of a leak.

• Ensure discharge hoses are properly run to a drain and secure.

The number of dehus should be calculated using the Sycorp Calc or similar app. The results

should be emailed to the General Manager or Project Manager. In the event calculations are

done manually, show the class of loss and cubic footage of affected area on the sketch/scope

sheet.


The formula for determining a beginning number of LGRs based on the class of loss is fairly straightforward:

Cubic Footage of Affected Area_________ ➗ Class Divisor_____=

Pints of Dehumidification_______ ➗ Pints Per Day Rating of LGR_____=

Number of Units_________

LGR Divisor Class 1 Class 2 Class 3 Class 4

2006 S500 100 50 40 50

2015 S500 100 50 40 40

Demolition

NOTE: Prior to any demolition, plastic sheeting must be over furnishings in the area, containment must be in place with Air Filtration Devices installed to create negative pressure, pictures of damage as well as an overview of the room must be taken. The customer must be briefed on materials to be removed and be in agreement with you. Determine where and how the demolition materials will be discarded (bags, haul away, dumpster, etc.) If there is any uncertainty as to what materials should be removed, talk with both the home owner and the insurance adjuster before performing any demolition. Keep in mind the S500 requires certain things to be done. For other items we are required to “consider” whether they should be done. NOTE: Once you are in the area of “consider” we often times have options. These options should be presented to the homeowner or insurance adjustor before proceeding. When materials are determined to be unsalvageable and need to be removed to facilitate drying, they should be removed in a controlled fashion. Focus should be on safety, professionalism, and cleanliness. Ensure you do not contaminate previously unaffected areas during this process. Safety should be the first concern. Wear appropriate PPE at all times. If Asbestos or Lead is suspected follow RRSC and IICRC guidelines regarding these materials. RRSC does not remove asbestos or perform asbestos abatement. Before removing materials that will leave an area in an unsafe condition (e.g., removal of subfloor), a plan for addressing the hazards should be determined. The hazards must be barricaded and a RRSC employee must remain present at that location until the hazard is


eliminated. If the hazard cannot be eliminated, do not proceed with demo. Contact the GM for direction. Professionalism is one of the hallmarks of RRSC service technicians. Materials should be removed so the final appearance is as professional as possible. Cleanliness is necessary for success. A customer’s home may have significant damage due to the water, but the services you perform should be viewed as an improvement, not creating a new problem. If dust is allowed to get into unaffected areas it will create a costly problem. All work areas should be HEPA vacuumed when all demo is complete, but before air movers are installed. Debris should be bagged and removed.

Use the following processes when removing materials: Trim removal: 1. Baseboard should be removed on all losses including Cat 1 unless there is a good reason

not to. If not removed, note reasons why. 2. Score the caulking between the trim and the wall. 3. Use thin flat bar like a “5 in 1” to get the base loose. 4. Use a flat pry bar to remove the base the rest of the way, prying

against the baseplate NOT the drywall. 5. If there is a lot of trim to be reinstalled mark its location for easy

reinstall. This can be done by numbering the trim and putting the same number on the drywall where the trim goes.

6. Remove nails. Drywall Removal: 1. Determine the height at which to cut the drywall. This may be either

below the level of the base or at 1’, 2’ or 4’ depending on the height of the water. Also add half an inch to each measurement to allow the drywall to be raised half an inch off the floor.

2. Measure and mark the drywall at the height you would like to cut. 3. Chalk a line at this height. 4. Using a drywall saw cut exactly on the chalk line. Do not allow the cut to waver back and

forth across the line. 5. Carefully remove the drywall and nails or screws. 6. Sweep or vacuum dust and debris. HVAC ductwork Note: Be sure to follow RRSC Asbestos policies during HVAC related tasks listed below. Cat 1: 1. If Cat 1 water enters ductwork, remove affected insulation from hard pipe ducting.


2. Flex ducting should be drained and removed if practical. If removal of flex ductwork will adversely affect temperatures for a large portion of the structure, drain inner liner without detaching and remove insulation until HVAC professional can replace.

3. Antimicrobial should never be applied inside ductwork. Cat 2 or 3 1. If Cat 2 or 3 water enters ductwork, it should be cleaned or replaced. 2. Affected insulation wrap on the outside of hard pipe ducting should be removed by RRSC

personnel. 3. Hard pipe ducting may be either cleaned or replaced by an HVAC professional. Often it is

easier and more cost effective to just replace affected ductwork. 4. Flex ducting should be removed. This may be done by RRSC personnel but it should be

replaced by a licensed HVAC professional. 5. Antimicrobial should never be applied inside ductwork. Photograph After Demo Take pictures of areas where materials were removed. These photos should verify the estimate details. They should also demonstrate the need for safety, professionalism and cleanliness was observed.


Clean and Sanitize

In Cat 3 losses, clean and sanitize all of the areas where contamination may have been tracked, and where cross contamination likely took place. For example, this would include areas where occupants may have tracked after leaving the affected area. Clean carpeting and damp mop hard floors followed by antimicrobial application. (NOTE: It would not be appropriate to remove and replace carpeting where contaminants were only tracked. Replacement is only necessary where saturation took place.) Also, clean and sanitize door knobs and other areas that may have been cross contaminated. (Areas where carpet and floors are cleaned must be diagrammed and services should be noted on Scope Sheet. Wiping door knobs and contents should be charged hourly.) Pictures should be taken before, during and after cleaning. These pictures show the cleaning process for billing purposes and also demonstrate that cleaning was both necessary and effective. In the photos, the affected areas should be visibly clean after cleaning. There should be no debris or soiling left behind. For Cat 1 and 2, if the carpet is being dried, it is recommended to clean the carpet, prior to drying, using your truck mount or portable extractor. This is done to limit soil from becoming aerosolized and blown throughout the project during drying. A final carpet cleaning needs to be performed following drying. This would be 2 carpet cleanings. (IICRC S500 2015 p. 264, 265) Clean and Sanitize Process. For Cat 3 (and as needed on Cat 1 and 2 losses): 1. All demo should be complete and floors swept to remove debris. 2. Apply general purpose cleaner on every job even if a pre-clean product was used. 3. Pressure (approximately 500-1000 psi) spray/rinse affected wall framing using spray gun to

rinse debris to the floor. 4. Pressure spray/rinse under base plate holding the spray gun at a 45 degree angle to the

floor. Also wash a couple inches of the floor around all walls and in corners using spray gun. 5. Use cleaning/extraction tool attached to extractor to thoroughly wash, rinse and extract the

affected areas. The cleaning should suspend soil and contaminants in soap solution and high pressure water, and simultaneously extract dirty solution from the floor. Multiple passes are needed for cleaning to effectively clean the floor.

6. Apply antimicrobial to all affected floor, walls, and potential areas of cross contamination. All excess water should be extracted from the floor prior to applying antimicrobial according to label directions. Be sure the “Special Conditions Release” form is signed prior to using antimicrobial. NEVER apply antimicrobial inside HVAC ductwork.

7. Check to ensure that cleaning was done in a complete fashion. Refer to RRSC Procedure for Use of IEP in a Category 3 Loss in the appendix of this process guide.

Set Air Movers

The principle behind setting air movers is getting air flow on all wet surfaces. The IICRC S500 2006 guidelines state: “Restorers should install one air mover for each 10 to 16 linear feet of wall, with the outlet of each air mover pointing in the same direction. … in addition, restorers should consider installing at least one air mover for each small bathroom, closet or other offsets or inset.”


The back of an axial air mover should not be right in the corner of the room. Move the air mover about 2’ away from a corner to allow sufficient air flow through the air mover. Prior to setting air movers, you should calculate the number of air movers needed by utilizing the “Sycorp Pro” App. In the event you have to manually calculate the amount of air movers needed, use this simple formula:

Linear feet of wall______________ ➗ (choose your number from 10-16) + Number of offsets_______ = # of Air Movers needed. Show your calculations on the sketch/scope sheet. There are any number of situations that are going to cause us to deviate from those guidelines so that we can accomplish the principle of airflow on all wet surfaces. Below are a few of them: Forcing air into a wall cavity or under cabinets - If you have cut the base of the wall and are trying to dry the base of a wall with a non-permeable wall covering, use one laminar air mover every 10 feet at a 45 degree angle. The steeper angle forces more air into the wall cavity where the drywall is actually drying. Another result of the steeper angle and open wall is that the air flow will not go as far down the wall. Very large rooms - When drying some very large rooms the air flow on the walls doesn't blow on the floor coverings in the middle of the room. When this is the case, add one air mover for every 200 square feet directed onto the floor coverings. Water from overhead - If water has come from overhead, air flow must be directed onto these wet areas as well. Additional air movers pointed towards the ceilings and upper walls will be necessary to efficiently dry these areas. Typically, a minimum of one air mover is required for each room, regardless of calculation.

Set Specialty Drying Equipment As Needed The following drying situations may require specialty drying equipment:

• Hardwood floors

• Ceramic tile over wood subfloor

• Insulated walls that are wet from above

• Water trapped between layers of materials or behind vapor barriers.


4. Documentation

Goals: Justify your project plan, Take moisture readings, photos, etc. to support scope, Walkthrough with customer to make sure that your work exceeds expectations, Communicate to customer what was completed and the next steps. Considerations: 1. Safety: Eliminate any tripping hazards; if children live in the home are there are any extra

safety precautions that need to be taken 2. Customer: Inform customer of noise, heat issues, and address HVAC situation 3. Standard: Take and record moisture readings 4. Fair and Accurate: Review scope sheet, re-count equipment, pictures of equipment, and

condition of project 5. PPE Required: Determine the type of PPE required for type of work to be performed

Moisture Readings There are two types of moisture readings: 1. Material moisture content 2. Psychrometric/surface temp readings Material Moisture Content Material moisture content readings are both taken and recorded. Not all readings taken are recorded. Material moisture content readings are taken with a penetrating (pins) and non-penetrating (no pins) meter. Penetrating readings should be recorded as a percentage (e.g., 22%) Non-penetrating readings should simply be recorded as a number, not a percentage (e.g., 276). In each area, it is only necessary to record one or two readings of the moisture content of an affected subfloor. The same is true of the walls, ceilings, hardwood flooring, sill plates, etc. in the area. Choose the readings that represent most accurately the moisture content of the affected material types in each area.

1. Take material moisture content readings (read moisture content on the meter) of each

material type, in multiple areas, in each affected room. The goal is to look for the water, or high material moisture content in the room. Take moisture readings of the same type of material in an unaffected area to establish what the moisture content should be when dry.

2. Record material moisture content readings to document a representation of materials in the affected area. Record the selected readings on the RRSC “Drying and Monitoring Report.” Indicate on the sketch approximately where those readings were taken. Subsequent testing should be taken from the moisture points shown on the diagram and with the same model of moisture meter. (The exact same meter is preferred.) Record moisture readings of the same type of material in an unaffected area.

3. Be sure to check sill plates and other hard to dry areas. Use 3” screw method where appropriate.


Psychrometric Psychrometric readings are taken with a thermo hygrometer. Readings should be recorded on the RRSC “Drying and Monitoring Report.” Each requested reading on the “Drying and Monitoring Report” should be recorded. There should be a set of psychrometric readings for each room. An output reading of every dehumidifier should be taken and recorded. Grain depression may be calculated using the affected area readings where the dehu is located. If grain depression is less than 5 GPP, retake an input and output reading for that dehu and allow the hygrometer sufficient acclimation time for each reading. If the difference is still less than 5 GPP ensure the dehumidifier is not in defrost. (NOTE: If affected readings are below 45 GPP, grain depression will always be less than 5.)

1. Take affected area psychrometric readings and record temp, RH and GPP. 2. Record temp, RH and GPP of each dehumidifier. Check the Grain Depression of each

dehumidifier as you go. If Grain Depression is low, retake the readings and check dehu operation or replace dehu.

3. Record temp, RH and GPP of Unaffected Area, Outside and Output of HVAC if in operation.

Visual Inspection The visual inspection is a non-technical observation of the entire project.

At a minimum, visually inspect for the following: • Identify and eliminate safety hazards (e.g., tripping hazards from electrical cords) that may

be present after mitigation and equipment is set up. • Keep overall appearance as pleasing and professional as possible (e.g., contents

positioning, equipment placement, electrical cord routing and management, cleanliness) • Contents should be placed in such a way to ensure they won’t be damaged or won’t be in a

place where damage is likely. • Keep unaffected areas as accessible as possible. • Respect the customer’s property by keeping all areas and contents left in a condition that

appears respectful and professional.

Scope Review The Water Damage Scope sheet should be reviewed during moisture readings and visual inspection. This sheet is how we charge for the services we have performed. It also serves as an audit form to show the project was performed up to standard. If a service is not included on this sheet, others reviewing the scope sheet may assume the service was not performed, whether you did the service or not (If it is not documented it never happened!). This is critical because inaccurate reporting will result in the claim not being processed correctly. Leaving


items such as containment, drywall removal, equipment, and cleaning procedures off of the Water Damage Scope sheet, the “Standard of Care” and job profitability could be jeopardized.

Review should include all service line items. Pay particular attention to the sheet as follows: 1. Are all lines complete at the top and bottom of the form? 2. Are Room Names on Scope Sheet and Diagram/Drying and Monitoring Form the same? 3. Audit services room to room. For example, if a service was performed in all but one room,

was this an error or was that service not needed? 4. Visually inspect the project room by room, ceiling, walls and floors checking that each item

performed is recorded on the Scope sheet. Review photos of any demo or other services and verify is on the scope sheet.

5. Update equipment totals in each room. Include photos of equipment to verify totals. 6. Use the “built in” Cat 3 checklist on the scope sheet to ensure completion on all Cat 3 jobs.

Pictures Pictures should capture the condition of the project and the services recorded on the Scope Sheet upon completion of emergency services. These photos are critical for auditing and documentation for the estimate.

Photos should include, but not be limited to:

• Overview photos from each corner of the room

• All pieces of equipment in place. For all rooms in which there is equipment, if possible, there should be one picture that shows an overview of all the equipment in the room so that the number of pieces of equipment used can be verified with pictures.

• Containment and walkway protection

• Completed demo and cleaning

• Workers in PPE

• All layers of materials on floors and walls that were removed. (e.g., multiple layers of vinyl flooring, paneling over drywall)

Customer Walk Through After all work has been completed for the day, walk the customer through the project if it is safe to do so. If at the end of the work day the area is not safe to enter, secure the area, explain to the customer what has been done to secure the area, document and have the customer sign a form stating that they have been informed. Finally, take pictures of the area and inform the customer of when the work will be completed.

During the walk through: • Show all areas that have been addressed. • Highlight what was done in areas of concern expressed during the Pre-Inspection.


• Give instruction on use of HVAC (customer may control) and drying equipment (allow it to run for the duration of the project).

• Explain that people and pets should stay out of the areas being dried • Briefly explain what objectives have been reached (e.g., the structure is clean and is now

set up to dry) and what objectives are left (e.g., the structure needs to dry, demo still needed, waiting on response from adjuster, debris still needs to be picked up)

• Ask customer if they have any questions or requests before you leave. • Schedule tomorrow’s monitoring visit (see below) • Remove floor protection and clean floors as necessary • Give the customer your phone number to call if they have any questions.

Schedule Monitoring Visit The project should be monitored daily. Take the opportunity to schedule monitoring visits with the occupants before leaving. It may be difficult to schedule monitoring visits with the occupants if it is not done while you are still on the project.

• Schedule one visit each day of the drying process. • Set times that will work with the occupants. • A ticket should be assigned to a technician for each monitoring visit. • Call Dispatch and have them take the ticket off of you and put on the board for 4 am the

next day or other such procedures that have been established for monitoring tickets.


Monitoring

Goals: Evaluate progress and document. Considerations: 1. Safety: Check for tripped breakers, check containment 2. Customer: Ask for any comments, update customer on progress, schedule next appointment 3. Standard: Take and record moisture readings, check progress, check grain depression of

dehus, is temperature appropriate? 4. Fair and Accurate: Is dehumidification adequate, equipment running? 5. PPE Required: Determine the type of PPE required for type of work to be performed

Be friendly, wear booties and be empathetic. After greeting the customer, find out if they have any questions or concerns from the night before.

Moisture Readings Moisture readings are used to determine whether equipment is working properly, drying is effective and when materials are dry. These should be recorded daily. Take pictures of the meters to prove the readings that were taken.

Material Moisture Content Readings 1. Take material moisture content readings (read moisture content on the meter) of each

material type in multiple areas in each affected room. The goal is to look for the water, or high material moisture content in the room.

2. Record material moisture content readings to document a representation of materials in the affected area. Record the selected readings on the RRSC “Drying and Monitoring Report.” Readings should be taken in approximately the same area where those readings were taken initially.

3. Compare readings to previous day and dry standard. Psychrometric Readings 1. Take affected area psychrometric readings such as recording temp, RH and GPP. 2. Record temp, RH and GPP of each dehumidifier. Check the Grain Depression of each

dehumidifier as you go. If Grain Depression is low, retake the readings and check dehu operation.

3. Record temp, RH and GPP of Unaffected Area, Outside and Output of HVAC, if in operation.

Evaluate and Adjust Project

Use the readings to evaluate progress and to identify and correct areas where drying is slow.


Look at project conditions, including the following:

• Is material moisture content moving down?

• Are any areas drying slowly? If so, why? (e.g., Vapor retarders? No air flow?)

• Look for areas that are not drying properly. If needed, move the air movers and other equipment as appropriate.

• Is Grain Depression sufficient?

• Is humidity level acceptable or is more dehumidification needed?

• Should some equipment be removed in areas where materials are dry?

• Is containment in good condition? Before leaving, schedule the next monitoring visit and have the customer sign/initial the drying log. This is proof that you came to take the readings. NOTE: They are not signing off on what the readings actually are.


5. Project Closeout

Goal: Insure customer is happy and that Roto Rooter can get paid. Considerations: 1. Safety: Eliminate tripping hazards, team lift 2. Customer: Clean, rearrange furniture, visual inspection, final walkthrough, COS signed 3. Standard: Take final moisture readings 4. Fair and Accurate: Final scope review 5. PPE Required: Determine the type of PPE required for type of work to be performed Project closeout is started when all materials have reached predetermined moisture content goals and all of the following Roto-Rooter processes are completed.

Remove Equipment Let the customer know the work is complete and you will be removing equipment and protective materials. Ask the customer if they have any concerns before you start this process. You don’t want to remove all the equipment and then find out that the customer feels the air movers need to stay for another day. Check the total number of each type of drying equipment vs the Scope of Work sheet to make sure all equipment is accounted for and accurate. Let Dehus sit for at least 12 minutes without running to allow them time to drain. As you remove equipment, stage it all by the truck if it is safe to do so. Check for water leaks onto the floors from dehumidifiers as you are removing the equipment. Once all equipment is removed, are there the same number of units next to the truck as stated on the scope sheet? If the numbers do not match, find the additional equipment in the house. Report any missing equipment to your manager immediately. Once back at the shop, be sure all equipment is decontaminated appropriately. Remove all plastic and other protective materials that are still in the structure.

Scope Close Out The primary task at Scope Close Out is recording the number of days the equipment was on site. There may also be services that were provided since the beginning of the project. The scope sheet should already be updated, but take this final opportunity to confirm it is accurate and up to date.

Contents Put back


There are two potential needs regarding contents at the end of mitigation. Ask the customer what they prefer: 1. Leave contents in storage. Significant construction repairs may be starting immediately. In

this case, it would likely be better to leave the contents where they have been stored. 2. Move back the contents. There may be a need to get use of the space back as soon as

possible. For example, if a Kitchen or Laundry is affected it would likely be beneficial to make those useable.

Clean Before leaving the property, clean the areas serviced as appropriate to the situation. This may involve a bit of HEPA vacuuming or dusting so the customer feels well cared for. Remove containment materials unless customer would like them left for reconstruction. Final clean up may require another carpet cleaning.

Visual Inspection Make a final visual inspection of the area. All areas and contents should be left in a condition that appears respectful and professional. Photograph the final condition of the project.

Customer Walkthrough Walk the customer through the finished project. Take the Drying and Monitoring Report and meters with you during the walkthrough. It may be good for you to show the customer the affected areas are now dry. Ask the customer if they have any questions or concerns. Address any issues at that time. If you cannot resolve the issue on the spot, call your manager.

Certificate of Satisfaction If the customer is happy with the service, have the customer sign the “Certificate of Satisfaction” form. (If there are some issues, immediately address those so the COS can be signed. If there is something you need to contact your manager with, do it immediately. Do not leave the project without speaking to your manager. Follow the direction of the GM or Manager on Duty.) Remind the customer the invoice has not been paid yet. They will be contacted by Roto-Rooter staff with more instructions regarding payment once the invoice is completed. Thank them in advance for their cooperation in this area. Thank the customer for doing business with Roto-Rooter and ask them to call if they have any concerns.


Appendix General Materials Evaluation


Hardwood Flooring Evaluation

Determine Category of Loss

Determine Type of

Wood

Cat 1 & 2

Photograph and Remove

Cat 3

Cannot be refinished.

Photograph damage,

recommend removal

and proceed with drying.

Cannot be restored.

Photograph damage,

recommend removal


Is wood flooring buckled?

(Boards are pushed off of

the subfloor)

Engineered,

glued or floating

installation

Solid wood or

wood

subfloor

Solid wood over

concrete regardless

of installation type

Photograph damage,

recommend removal


Is there a vapor barrier or

other assembly that will

prevent rapid drying?

Yes No

Photograph damage,

recommend removal


Is it more cost effective to

dry the floor than to

replace it?

Yes No

Proceed with specialty

drying process.

Photograph, make notes

on reasoning, and

recommend removal.

Yes No

Important Note: The above uses the phrase “recommend replacement” for two reasons: (a) before removing hardwood you may want to discuss with the adjustor or your manager, and (b) RRSC may choose to let the flooring vendor remove the flooring rather than RRSC.


Carpet Evaluation


PPE Quick Reference Guide for Water Restoration

1. Customer walkthrough/First steps. Lead/Sales Personnel. Nitrile gloves.

Safety glasses.

Water proof, steel toe and puncture resistant boots. Slip in steel shank insole is

acceptable for sales personnel.

Shoe covers to protect customer’s property. Be sure to carry couple pairs to

prevent cross contamination.

2. Pre-Work inspection. Nitrile gloves.

Safety glasses.

Water proof, steel toe, puncture resistant boots.



3. Protect, Remove, Clean and Dry.

A. For Cat 1 and Cat 2 water losses: Chemical splash goggles required when spraying chemicals, pressure

washing and extracting water.

Safety glasses.

Nitrile gloves above wrist.

o Leather gloves over nitrile gloves during demolition.


Shoe covers to protect customer’s property. Be sure to carry couple pairs

to prevent cross contamination.

N95 disposable respiratori required on jobs creating dust during demolition

or other jobs that create dust or airborne particulates.

Hearing protection. ii

B. For Cat 3, use the same PPE as Cat 1 and 2 plus: Cat 3 jobs or jobs with substantial microbial growth add:

o Full face respiratoriii with P100/OV cartridge/filter.

o Disposable coveralls with hood and booties: moisture resistant.


C. Clean and Sanitize – During High Pressure Spray and

chemical application. Nitrile gloves.

Chemical splash goggles.




Review SDS for respiratory protection requirements when applying

chemicals.

4. Documentation/moisture readings/customer walkthrough.

Safety glasses.

Hearing protection.

Nitrile gloves.




5. Monitoring. Safety glasses.

Hearing protection.

Nitrile gloves.




6. Project close out. Safety glasses.

Hearing protection.

Nitrile gloves.




i N95 respirator requires medical evaluation. Fit test not required. EE must be medically cleared. ii Hearing protection (fill in) iii Full face/half mask respirator requires medical evaluation and fit test. EE must be medically cleared and pass fit test.


Appendix

RRSC Procedure for Use of IEP in a Category 3 Loss. When performing Cat 3 losses in homes or buildings with high risk occupants such as in day care centers, schools, nursing homes, hospitals or other public buildings, the customer must employ an IEP. The IEP should:

1. Review the scope of work being performed by RRSC and make suggestions.

2. Check building materials for Asbestos, Lead and other potential hazards prior to demo

3. Perform a Post-Remediation Verification after building is cleaned and dried but before

removing containment and negative air machines

Perform moisture checks to verify the building is dry

4. Certify that the structure is cleaned appropriately and suitable for its normal daily use.

Background

IICRC S-500 2015 Edition

13.4.4 Post Restoration/Remediation Verification (page 53)

Where the following elevate risk factors are present, an IEP should be retained by one of the materially interested parties. An independent IEP should conduct required post-restoration or post-remediation verifications. Considerations can include, but are not limited to: 1. Occupants are high risk individuals; (refer to Chapter 3, Health Effects from Indoor Exposure to

Microbial Contamination in Water-Damaged Buildings);

2. A public health issue exists (e.g. elderly care of child care facility, public buildings,

hospitals);

3. A likelihood of adverse health effects on workers or occupants;

4. Occupants express a need to identify a suspected contaminant;

5. Contaminants are believed to have been aerosolized; or

6. There is a need to determine that the water actually contains contamination.

Chapter 13 Structural Restoration

Post Restoration / Remediation Verification (p203) Restorers should consider engaging specialized experts who qualify as indoor environmental professionals (IEPs) to assess indoor environments and verify restoration or remediation effectiveness in areas or structures that have been affected by contamination, particularly in Category 3 water, when occupants are high-risk individuals, or if a public health issue exists. An independent IEP should conduct

required post-restoration or post-remediation verifications; see Chapter 12, Specialized Experts.

water damage process guide

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