Work Order Procedure

PGCPS Maintenance Work Order Handbook | Page 1
Prince Georges County Public Schools

Maintenance Work Order Handbook


Introduction
This handbook is intended to serve as a guide to Prince Georges County Public Schools (PGCPS) new
maintenance work order system and the policies and procedures which govern the work order process. It is
meant to help stakeholders across PGCPS have their facilities maintenance needs addressed as efficiently and
effectively as possible. Inside this handbook you will find information on everything from how to submit a work
order request to what to do in case of a maintenance emergency.
This handbook is organized into sections intended to facilitate ease of use and quick access to information. The
sections include:
I. Overview/FAQs
II. Step-by-step guide to submitting work order requests
III. Step-by-step guide to processing work orders
This handbook will be updated periodically and will be posted online on the PGCPS Intraweb
(http://employees.pgcps.org). Please refer to the online version to ensure you have the most up to date
information.
Feedback, comments and constructive criticism are always welcome. To provide yours please contact Tammy
Higgs-McCarroll at thiggs@pgcps.org or Kevin Mehm at kevin.mehm@pgcps.org.


Table of Contents

Introduction 2
I Overview/FAQs 4
- What does the Building Services Department do? 4
- What is happening with the maintenance work order system? 4

- Who will be authorized to submit work order requests under the new work order
system?
4
- How can I submit a work order request for a facility under the new system? 5
- What do I do in case of an emergency? 7
- What issues are considered emergencies? 8
- How does Building Services determine work order priority? 9
- What type of work can be requested via work order? 10
- What type of work cannot be requested via work order? 13
- What do I do if the work I requested has not yet been completed? 13

- What do I do if the work order Im processing/fulfilling requires the contributions of
another shop in order to be completed?
14

- What are the various user roles within the new work order system and what can
each one do?
14
- What if a new staff member needs to be added to the work order system? 15
- Where can I find additional information/help regarding the new work order system? 15
II Step-by-step guide to submitting work order requests (Technician user role) 17
III Step-by-step guide to processing work orders (Technician user role) 25


Section I: Overview/FAQs
Q: What does the Building Services Department do?
A: Building Services provides a multitude of services to schools and facilities in order to provide clean, healthy and
safe learning environments for PGCPS students. The department strives to minimize disruptions to instructional
time due to failure of equipment and building systems. The services provided by the department include:
Maintenance: installing, repairing and replacing equipment, and maintaining facilities
Plant Operations: cleaning and maintaining facilities
Security: installing and maintaining security devices
Environmental: maintaining air and water quality
Pest Control: maintaining rodent- and pest-free environments
Real Estate: managing all Board of Education properties

Q: What is happening with the maintenance work order system?
A: In February 2014 Building Services will launch a new maintenance work order system called MaintenanceDirect
from a vendor named SchoolDude. This new system will be web-based, which will allow Building Services to
automate many of its processes and deliver faster, more reliable services to schools and other facilities.
Building Services will be rolling out the new work order system in phases, starting with high schools and then
moving through middle, elementary and specialty schools, followed by administrative offices and other facilities.
As the new work order system is phased in, the current system will be phased out. The phased roll out of the new
system should be completed by early April 2014.

Q: Who will be authorized to submit work order requests under the new work order system?
A: For the purpose of launching the new work order system, only the following facility-based staff will be
authorized to submit work order requests:
Facility Type Authorized Staff
School
Principal
Building Supervisor
Building Equipment Operator (if applicable)
Non-school Facility Building Supervisor

Once the new system is fully implemented each facility may request to add one additional authorized staff
member. Requests must be submitted via email to Tammy Higgs-McCarroll at thiggs@pgcps.org and must include
the following information for the additional requested facility-based staff member:

Full name
Employee Identification Number (EIN)
Email address
Name of the applicable facility
Requests for additional authorized facility-based staff members must be submitted by either the Principal (for
schools) or the Building Supervisor (for non-school facilities).
In addition to the facility-based staff outlined above, select Building Services staff members will also be authorized
to submit work order requests under the new system, including but not limited to maintenance shop Master
Foremen and their respective shop staff.

Q: How can I submit a work order request for a facility under the new system?
A: Once the facility has launched the new work order system, MaintenanceDirect, all work order requests for that
facility must be submitted online using the MaintenanceDirect application. MaintenanceDirect can be accessed in
three ways:
1. Through the MaintenanceDirect link on the PGCPS Intraweb (http://employees.pgcps.org)
2. Via the following web address:
https://login.schooldude.com/sso/default.aspx?acctnum=450046976&productid=MD
3. Maintenance crews who have been issued an iPad as part of the MaintenanceDirect rollout can use the
MaintenanceDirect bookmark on their iPads homepage
Authorized users will log in to MaintenanceDirect using their PGCPS username and password (the same username
and password used to log in to the users PGCPS email account, Oracle, etc.).
Please see Page 17 of this handbook for a step-by-step guide to submitting a work order request using
MaintenanceDirect (for the Technician user role).
Please Note: If there are multiple people who submit work order requests on behalf of the facility, please review
the facilitys list of work order requests before submitting yours to ensure that a request was not already
submitted for the issue at hand. Information on reviewing the work order requests submitted for a facility can be
found in the step by step guide referenced above.
The illustration below shows the path that routine work order requests follow once submitted. Certain
circumstances (such as emergencies, discussed in the next section) may require deviation from this path but the
majority of requests will follow the work flow process shown below.



Q: What do I do in case of an emergency?
A: In the event of a maintenance-related emergency, the following actions should be taken by the facility and by
Building Services.
Please note: Facilities SHOULD NOT contact the power, gas, or water company Building Services is responsible
for doing so.
Scenario Facility Action Building Services Action
Emergencies
During Normal
Business Hours
1. Submit work order request using
process described above
2. Call Building Services (301-952-6500) to
inform them of emergency and provide
them with work order number
Please note: If the emergency poses an
immediate safety or security risk or
otherwise requires you to actively
address the situation and you are
therefore unable to submit a work order
request, please call Building Services
immediately (301-952-6500) to notify
them of the situation.
1. Support staff receive initial call and
report situation to Radio Dispatcher
2. Radio Dispatcher contacts appropriate
staff and/or dispatches crew
3. Radio Dispatcher contacts utility
company (if applicable)
4. Radio Dispatcher notifies appropriate
personnel of situation (Director of
Building Services, Chief of Supporting
Services, etc.)
5. Radio Dispatcher coordinates all work
6. If emergency dictates that work order
request could not be submitted by
facility, when possible Support staff
submits and processes work order for
issue at hand
Emergencies
Occurring After
Normal
Business Hours
1. Facility calls Security via Building
Services (301-952-6500)
2. Facility follows up with Building
Services the following morning with
any additional information
1. Security calls relevant Master Foreman
2. Master Foreman dispatches crew
3. Master Foreman submits work order for
issue at hand the following morning


Q: What issues are considered emergencies?
A: Below is a list of issues that should be considered emergencies, along with any actions that should be taken by
the facility (in addition to submitting a work order request and/or calling Building Services to report the issue as
described in the previous section) in each scenario.
Issue Facility Action
Fire
Evacuate students and staff from facility
Call fire department
Once facility has been evacuated, Building Supervisor
may investigate source of gas odor if he/she deems it
safe to do so
o Check: gas appliances in kitchen or boiler room,
boilers, hot water heaters, gas meters
Gas odor
Power outage (partial or full facility) Check breaker box
No water Make sure pumps are turned on
Individuals stuck in a room
Building Supervisor may attempt to remove lock
and/or door
Elevator down
If individuals stuck inside, contact fire department
first, then Building Services
No heat/air conditioning (3 or more rooms, media
center or multipurpose room)

Boilers (off, low water, flame failure, lock out, site
glass full)

Issues at Special or Early Childhood Centers that
impact learning environment

Issues impacting building security (broken windows,
doors, locks, gates, fences, boilers in alarm)
For broken windows please specify in work order
request whether window is cracked or broken out and
whether it is on 2nd floor or above and can be secured
Profane or gang-related graffiti
Kitchen equipment repair (refrigerators, freezers,
milk coolers, steamers, warmers, ovens, serving line
glass)

P/A and/or intercom systems
Fire alarm issues Security alarm issues: contact Security (301-499-7000)
Issues related to pools and/or chemicals
Plumbing concerns that cannot be valved off (sinks,
toilets, pipes, air handler units, roof top units, sewage
backups inside or outside facility)
Attempt must be made to valve off before submitting
work order request
During air conditioning season make sure drop pans
are not stopped up before submitting request
Downed trees (blocking access to facility or walkway)
Other safety issues/health concerns (items at risk of
falling, structural repairs, tripping hazards, door
closure issues where door is slamming and could be
considered a safety issue)


Q: How does Building Services determine work order priority?
A: Work order priority is based on several factors, including:
The severity of the concern
o Life threatening issues and issues related to student, faculty and facility safety/security are
always evaluated first
The type of facility involved
o Special and Early Childhood Centers take priority over other facilities
The age of the students impacted
o Younger students take priority over older students
Once work order priority is determined, a maintenance crew will be scheduled to complete the requested work.
In some cases a crew may be re-directed from a lower priority work order to a higher priority work order, which
may impact the other work orders on that crews schedule. Building Services will make every attempt to respond
to all work order requests in a timely manner based on the priority assigned to each request.
Building Services classifies work order requests into three priority levels. The table below provides guidance on
each of these priority levels and when/how each will be addressed.

Priority Level Examples Response Timeframe
Emergency
with Special
Circumstances
Fire
Gas odor
Partial or full power outage
No water
Individuals stuck in a room
Elevator down with individuals stuck inside
Immediately
Emergency

No heat or air conditioning (entire building, 3 or more
rooms, media center, multi-purpose room)
Issues at Special or Early Childhood Centers that impact
learning environment
Elevator down
Issues impacting building security (broken windows,
doors, locks, gates, fences, boilers in alarm)
Profane or gang-related graffiti
Every attempt will be
made to address within 24
hours or as soon as a crew
can be dispatched
Routine
No heat or air conditioning (fewer than 3 rooms)
Clogged toilet or sink
Electrical concerns
Minor roof leak
Replacement keys
Carpentry work
Painting
Based on crew availability


Q: What type of work can be requested via work order?
A: When filling out a work order request form using MaintenanceDirect, users will be required to select the
problem type which best describes their issue. The list of problem types that can be selected includes:
Problem Type Select For Issues Related To:

Floor tile (except ceramic tile, which falls under Grounds)
Ceiling tile
Doors
Cabinetry
Wood ramps
Drywall
Blinds
Bleachers
Desks, tables and chairs
Display boards (except SMART boards, which fall under Electronics)

Lawn mowers
Tractors
Snow plows
Weed eaters
High speed burnishers
Vacuums
Buffers

Clocks and bells
Lighted signs (signs without lighting fall under Sheet Metal)
Fire alarms
Flag poles
Generators (including ordering oil and gas for generators)
Note: for issues related to wiring/cabling/repair for telephones or
computers please contact either Telephone Services (301-925-2890) or the
Network Support Services Helpdesk (301-386-1549)

Small electronic items
SMART boards
P/A and intercom systems
Set up of electronic devices for meetings and events
o Work order request must be submitted 5 business days prior to
event, must include date and time of event and must specify each
piece of equipment needed
Note: installation of new equipment purchased by a school/facility is not
included in this problem type. Schools/facilities should purchase equipment
as installed to keep warranty intact

Elevator repairs
Note 1: for elevator inspections and installations, do not submit a work
order request. Instead, call Don Howerton at 301-952-6500
Note 2: in the event that an elevator is down with someone stuck inside,
please observe the following procedures:

Call 911 for assistance
Submit a work order once the incident has been resolved
Call Building Services (301-952-6500) to report the incident and provide
your work order number

Asbestos
Hazardous materials/waste
Indoor air quality
Water quality
Mold remediation
Petroleum storage tanks
Note: if you have an environmental concern that is not listed above, submit
a work order request describing the concern in detail and an environmental
staff member will be dispatched to investigate

Heating oil orders
Note 1: a work order request (specifying size of fuel tank, gallons of fuel on
hand, day the tank was dipped and any accessibility issues) should be
submitted when tanks reach the following levels:
20,000 gallon tank 10,000 gallons
2,000 gallon tank 800 gallons
Note 2: heating oil tanks should be checked Monday, Wednesday and Friday

Window and glass installation and repair, including
o Single window/door pane
o Double window/door pane without wire
o Double window/door pane with wire

Ceramic floor tile (all other tile falls under Carpentry)
Marquee signs
Concrete (sidewalks, steps, footings, pads)
Blacktops and paving (small parking lots and patching, outdoor courts,
walkways)
Masonry and brick (small projects)
Outside drainage and irrigation
Exterior door frames
Mulching of playgrounds (landscaping mulch is the facilitys responsibility)
Ground bees (bees with nest fall under Pest Control)
Salt and sand mix for barrels
Bulk trash pickup
Cutting of trees/limbs

Air conditioning and heating
Pneumatic controls
Energy Management System
Exhaust and intake fans
Kitchen hoods
Boilers

Kitchen equipment (freezers, refrigerators, milk coolers, kettles, steamers,
ovens, serving line equipment)

Installation and repair of locks
Re-keying
Key cutting
Key duplication

Small painting projects (1-2 rooms/small areas)
Graffiti removal
Painting, staining and sealing of furniture
Parking lot striping

Emergency pest control (submit a work order request and then call
Building Services at 301-952-6500):
o Bees with nest (ground bees fall under Grounds)
o Snakes
o Termites
All other pest control (submit a work order request and a crew will be
scheduled):
o Ants
o Roaches
o Mice
o Bats
o Birds

Piping
Fire hydrants
Fire sprinkler systems
Sewage
Septic
Hot water heaters
Grease traps

Pool repairs and chemicals

Roof leaks and repairs

Security alarm access controls

Fabrication of duct work
Gates and fences
Welding of steel structures
Piping
Steam leaks
Frame work
Structures for Roof Top Units
Locker repairs and combinations
Playground equipment

Signs without lighting (lighted signs fall under Electrical)

Commercial washer/dryer repairs
Note: contact the purchasing department for purchases of new commercial
washer/dryers

Q: What type of work cannot be requested via work order?
A: Certain types of maintenance and/or facility issues are handled outside of the work order system and therefore
cannot be requested via work order. These issues include:
Issue Process For Addressing
Grass Cutting
This work is performed on a pre-determined, rotating schedule Regular Trash Pickup
Snow Removal
Moving and/or Removal of Furniture
This work is handled by the Warehouse, please call 301-808-8210 for
assistance

In addition, certain larger projects require review and approval from the facilitys applicable Facility Coordinator
before the desired work can be performed (if you do not know who your designated Facility Coordinator is, your
Building Supervisor should be able to provide you with their name and contact information). Examples of such
projects include:
Requests for repairs or replacement to all rooms or whole building
o Specific rooms and/or areas must be identified
Renovations
Installation or removal of walls
Paving of driveways or large parking lots
Large concrete or masonry projects
Painting of more than 2 rooms or large areas
Installation or removal of temporary buildings

Q: What do I do if the work I requested has not yet been completed?
A: If the work you requested has yet to be completed you can follow up on your request by taking the following
actions:
Contact Building Services (301-952-6500) to request a follow up. Please be sure to have your work order
number and the date it was submitted when contacting Building Services.
Contact your facilitys designated Facility Coordinator. If you do not know who your designated Facility
Coordinator is, your Building Supervisor should be able to provide you with their name and contact

information. Again, please be sure to have your work order number and the date it was submitted when
contacting your Facility Coordinator.
Please do not submit an additional work order request for the same work you originally requested. Duplicate
work order requests delay Building Services ability to address maintenance issues across the district and will be
rejected.

Q: What do I do if the work order Im processing/fulfilling requires the contributions of another shop in order to
be completed?
A: If you are out in the field processing/fulfilling a work order that requires the contributions of another shop in
order to be completed please call Building Services (301-952-6500) to report the situation. The Building Services
office staff will create a duplicate work order based off of the original and assign it to the appropriate shop/crew
for completion.

Q: What are the various user roles within the new work order system and what can each one do?
A: There are numerous user roles within the MaintenanceDirect system. Each authorized PGCPS
MaintenanceDirect user has been assigned to a specific user role. The table below lists each user role, its
associated rights/capabilities and examples of the PGCPS staff members assigned to that user role.
User Role Rights/Capabilities PGCPS Staff Assigned to Role
Administrator
Access to entire system, including account setup
Able to see all work orders (WO)
Director of Building Services
Work Order Clerk
Clerk
Access to all WO
Can assign new requests, edit and close WO
Radio Dispatcher
Support Staff
Supervisor II
Can see all WO assigned to themselves or to any
employee who reports to them
Can also view all WO for crafts and/or locations
to which they have been assigned
Can submit new requests
Master Foreman
Maintenance Shop Coordinator
Facility Coordinator
Site Administrator
Can see all WO associated with their location
Principal
Technician
Can only see WO assigned to themselves on
their home page, but can look up any work order
via search function
Limited WO editing capabilities (cannot re-assign
WO to another user)
Can enter their own labor hours and complete
WO assigned to them
Building Supervisor
Building Equipment Operator
Maintenance Shop Crews


Q: What if a new staff member needs to be added to the work order system?
A: If a new staff member needs to be added to the system that staff members manager should contact Tammy
Higgs-McCarrol, PGCPS Work Order Clerk, at thiggs@pgcps.org. When requesting that a staff member be added,
please be sure to provide the following information regarding the individual:
For Building Services staff:
o Full name
o Email address
o Employee Identification Number
o Shop with which individual is affiliated (if applicable)
o Position title
o Hourly rate
For facility-based staff:
o Full name
o Email address
o Employee Identification Number
o Applicable facility
Please note that facilities are subject to the following authorized user limits:
Facility Type Authorized User Limit
School with Building Equipment Operator
Four (4), including:
Principal
Building Supervisor
Building Equipment Operator
1 additional
School without Building Equipment Operator
Three (3), including:
Principal
Building Supervisor
1 additional
Non-school Facility
Two (2), including:
Building Supervisor
1 additional

Q: Where can I find additional information/help regarding the new work order system?
A: There are a variety of resources available to help stakeholders across PGCPS make the most of the new work
order system, MaintenanceDirect:
Users can access multiple support resources within the MaintenanceDirect application at any time by
clicking on the link titled Help. The Help page offers users the following options:
o Phone support via 877-868-3833
o Email support via support@schooldude.com

o Live chat support via a link on the Help page
o Downloadable MaintenanceDirect user role guides
o A link to the MaintenanceDirect user forum
Web training sessions are also available. Please contact Building Services at 301-952-6500 for information
on accessing a training session.
Users can also contact Building Services at any time with questions related to the work order system or
the policies and procedures governing the work order process.


Section II: Step-by-Step Guide to Submitting Work Order Requests (Technician user role)
Access MaintenanceDirect using one of the following three methods:
If/when prompted for a username and password, enter the same username and password you use to log into your
PGCPS email account, Oracle, etc.
Once logged in, you will be directed to a home screen similar to the one below:


Submitting Work Order Requests
To submit a new request, click on the New Work Order tab:

Once you click on the New Work Order tab, follow the steps to complete the request form. The
highlighted fields are required to submit the work order.
Step 1:
Select the facility where the problem is located from the Location dropdown box (REQUIRED FIELD)
Select the area that most closely matches where the problem is located within the facility from the Area
dropdown box (REQUIRED FIELD)
Enter the posted Room # or Room Name where the problem is located in the Area Number field (REQUIRED
FIELD)

Select the facility where the problem is located
from the Location dropdown box (REQUIRED)
Select the area that most closely
matches where the problem is
located within the facility from the
Area dropdown box (REQUIRED)
Enter the posted Room # or Room
Name where the problem is located in
the Area Number field (REQUIRED)

Step 2:
Select the Problem Type that best describes the problem you are reporting (REQUIRED FIELD)

Step 3:
Enter a description of the problem. Please provide as much information as you can (REQUIRED FIELD)

Step 4:
This field will not be used at this time (SKIP THIS STEP)

Select the Problem Type that best describes your
problem (REQUIRED)

Step 5:
Your contact information will already be filled out for you (SKIP THIS STEP)

Step 6:
Leave the field Will you perform this work defaulted to No.

Step 7:
Click Submit


My Requests
Once your request has been submitted, you can follow the progress of the request through the My
Requests tab. Here you will be able to track Status Updates, Action Taken, and the Completion Date.
You can filter the list in ascending or descending order based off the filtering box located next to each of
the header titles.


Reporting
You can also access some of the systems reporting features to view requests related to your facility. This
can be especially useful if there are multiple people who submit requests on behalf of your facility as
these features allow you to view all requests related to the facility as opposed to only the requests you
have submitted. This can help prevent multiple requests from being submitted for the same issue as
these duplicate requests slow down maintenances ability to address issues across the district.
Step 1:
Click on the Advanced Search link

Step 2:
Select your Location from the list, then skip to the bottom of the page


Step 3:
Select the Request Date you want to report on. This Week / Last Week are the best options to
locate recent requests faster

Step 4:
Enter a Custom Title to save the search criteria for the next time you want to search for requests. Then
click on Save and Search Now to generate the report

Step 5:
The report will allow you to quickly see if the problem has been submitted already


Step 6:
The next time you need to run the report you will have the search criteria saved
Click on your Advanced Search link
Click on the dropdown box beside Saved Work Order Searches
Select the Saved Search. The system will refresh with the saved options for you

Step 7:
Scroll to the bottom of the page and select Search Now to run the saved search
***Be sure NOT to select Save and Search Now***

For additional information please see the MaintenanceDirect Technician manual on the Help link within the
MaintenanceDirect application. You can also contact SchoolDude directly for assistance:
Client Support Center
support@schooldude.com
877-883-8337


Section III: Step-by-Step Guide to Processing Work Orders (Technician user role)
Access MaintenanceDirect using one of the following three methods:
If/when prompted for a username and password, enter the same username and password you use to log into your
PGCPS email account, Oracle, etc.
Once logged in, you will be directed to a home screen similar to the one below:


Processing Work Orders
On the home page, your Assigned Work section will list all of the work orders that are assigned to you that are
not yet completed. When you begin a task, click on Mark in Progress to change the status to Work In Progress

When you have resolved the issue, enter a brief description of what was done in the Action Taken field. You
MUST also get the Building Supervisor or Building Equipment Operator to enter their initials in this field to verify
that the work was completed to their satisfaction

When starting a new task, click on
Mark in Progress to change the
status
Enter what was done to resolve the issue
You MUST get the Building Supervisor or
Building Equipment Operator to enter their
initials in Action Taken to verify that the work
has been completed

Enter the labor hours associated with this work order today and mark the work order as complete

Note: When you click on the Mark Complete button, the current date will automatically populate into the Actual
Completion Date field on the work order. The status of the work order will also change to complete.
If you need to enter labor for other days or enter a completion date other than the current date, click on the
Labor Hours link on the left side of the home page under the Quick Launch section


You will find a line for work orders assigned to you with fields to enter labor, action taken, and actual completion
dates. Be sure to click the Save button to update your information:

If you have worked any overtime on this work order you can enter this on the same screen by clicking on the red
OT beside the applicable date

Another box will open where you can enter your Regular time and Overtime associated with this work order for
the specified date. Click Save when complete

Click Save after entering
information
Enter date
completed
Enter
what was
done to
complete
Enter labor hours
Enter Regular
time and
Overtime
associated with
this work order
for the
specified date.
Click Save

Material Requisitions
You will continue to follow your current process for placing requests for materials for your work orders. Once you
have the Requisition number for the materials needed you MUST document this on the work order. Follow these
steps to add the Requisition number to the work order
Step 1:
Enter the Work Order ID (WOID) into the Search Field at the top of your page, and click Go

Step 2:
Once the Work Order is open, scroll down to the section entitled Journal Notes and click on New Note


Step 3:
Enter the Requisition number into the Journal Note field, and then click Save Journal Note

Step 4:
Scroll down to the Journal Note section verify the Journal Note was saved

For additional information please see the MaintenanceDirect Technician manual on the Help link within the
MaintenanceDirect application. You can also contact SchoolDude directly for assistance:
Client Support Center
support@schooldude.com
877-883-8337

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PGCPS Maintenance Work Order Handbook | Page 1

Prince Georges County Public Schools

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