Category: Property management

From the Weekly, January 21, 2024 by a member.

On-call: 1 (877) 858-1110 ext. 4 after 5pm on weekdays, plus weekends & holidays

The purpose of On-call is to provide emergency service outside of regular Office hours. I’m writing this because there seem to be many misconceptions about how the current system works and the role it plays. I have a unique perspective because I was on the Board that made changes, and because I now get to see how the system works.

What is On-call’s role:

Primary tasks:
– Answer calls from members during weekends, holidays and after 5pm on regular weekdays.
– Arrange for contractors to come, in case of a maintenance emergency during off hours.
– Nightly 11pm inspection of the co-op to ensure it is secure (common area doors/ gates/windows closed and locked, lights turned off, etc.)
– Assist members locked out of their units
– Provide access to co-op property for maintenance contractors
– Provide access of co-op property for emergency responders
– Liaise with the manager and the Board of Directors

Other tasks include:
– Filling out work orders for any deficiency identified during the nightly 11pm inspection, such as a broken gate lock.
– Filling out work orders for members who are unable to do so themselves.
– Inspecting the Penthouse Party Room after bookings
– Putting the elevator In Service for move-in and move-outs

NOT On-call’s role:

– On-call members are not security guards and if there is a crime in progress, members must call 911.
– On-call members have no medical training and if anyone is experiencing a medical emergency, they should call 911.
– On-call does not turn off the midrise fire alarm, only the fire department can do so.
– The on-site on-call team does not oversee or “manage” the work of contractors during emergency maintenance repairs.
– Members should not call the on-call number if their TV breaks down or if there’s a problem with their cable — in that situation contact Rogers.
– On-call does not schedule repairs for air conditioners, or any other appliances that are outside of co-op responsibility.

What happens when there’s a fire alarm in the midrise:

– When the alarm goes off in the midrise, it automatically triggers the fire panel which alerts our monitoring company, which in turn contacts the Fire Department.
– The monitoring company will also notify co-op management, including On-call.
– Legally, only the Fire Department is able to deal with a fire alarm, and only they can turn it off, even if it’s a false alarm.
– On-call’s role is to provide access to the Fire Safety Box in the outer lobby: if the Fire Department arrives before On-call, they will break the lock.
– After the Fire Department leaves, On-call confirms that the fire panel has been reset, and sets the maglocks (all the common-area doors which lock) to “secure.”

What happens when a member calls the On-call number:

– Calls from residents go to an answering service which does INTAKE.
– “Intake” means the person takes the call and inputs all the necessary information into a system. This generates a report which is then immediately forwarded to the co-op manager, Homestarts head office and the on-site On-call team, via email and phone call.
– Every single call generates a report.
– Some calls only require the answering service to take action: for example when there is a plumbing problem in a single unit, the answering service contacts the plumber and schedules the repairs. Examples of maintenance emergencies which require urgent repairs: power outage, boiler/water tank not working, furnace not working, no water, plumbing problems, flood, broken/damaged door lock.
– For other types of calls, the on-site On-call person will be required to take action, for example when there is a unit lock-out, or for putting the elevator in service.
– Calls for complex issues will see everyone play a role, such as when the water shut-down on Frederick and Albert Franck a few weeks ago.

What is new in the on-call system:

In most ways, the new on-call system is like the old system. Members continue to call On-call in case of maintenance emergencies and lockouts (unsurprisingly, most calls are for plumbing problems and unit lockouts). Residents of Woodsworth are still paid per shift to be part of the On-call team, and their tasks are essentially the same.

However, there are some differences & improvements:

– Residents must now apply to be on the team, and the application process includes a police check.
– There is a new On-call number and an answering service takes the calls.
– The new intake system allows for better tracking and cooperation between all parties.
– The panel which holds all the unit keys (in case of lock-out) is now fobbed and there is an electronic record when accessed.
– The on-call team is now required to fill out work orders, the result of a review conducted a couple of years ago, which streamlined maintenance repair procedures (Work Order System).
– There is now more coordination between management and On-call, crucial as our property ages and emergency repairs occur more frequently.
– Major security breaches, and health and safety incidents are now reported immediately to management and the Board of Directors.

Why an answering service?

On-call started to use an answering service because when management of the system changed hands, no one from the old on-call committee applied for the new positions. This meant there was no one on-site to perform any of the on-call duties. Restructuring the system became necessary, with tasks split into off-site and on-site. Now, call intake is done by an off-site answering service, and on-site duties are performed by Woodsworth members, with the co-op manager overseeing both.

There have been some issues during the transition period but problems are addressed as they occur. The system is now working quite well, though I’m sure more improvements will be needed. We’re lucky to have On-call.