WO Troubleshooting Process

It is a structured step-by-step process for the Treaty Oak Maintenance Coordinator to follow when troubleshooting work orders and handling tenant questions, ensuring that all role responsibilities are taken care of:

1. Understand the Problem Clearly

Read the Work Order or Tenant Inquiry Carefully
Identify what the tenant is reporting (e.g., “leaking faucet,” “AC not cooling”).
Take note of key details like location, urgency, and any provided photos or videos.
If Details Are Missing:
Reach out to the tenant for clarification using clear, concise language.
Example: “Hi [Tenant’s Name], I noticed your work order mentions an issue with the AC. Can you provide more details about the problem, such as whether it’s blowing warm air or not turning on at all?”

2. Determine If the Issue Falls Under a Known Category or If a Previous Repair /Associated with Previous Work Order

Check if the issue is one that has already been addressed/repaired or previously addressed by reviewing work order history for the property/unit in AppFolio. If the issue has already been addressed, worked on or repaired previously, assign to the same vendor (or CALL/TEXT the same vendor to discuss the issue prior to assigning WO to them).

If it has not previously been worked on, check if the issue is common and already has a standard solution in the workflow documentation.

Examples of common categories:
- HVAC issues
- Plumbing problems
- Appliance repairs

3. Decide the Best Course of Action

For Routine Issues:

Assign the work order to the appropriate vendor directly.
Example: Send AC repairs to HVAC vendor, plumbing leaks to plumbing vendor.

For Complex or Unclear Issues:

Review troubleshooting resources (e.g., maintenance troubleshooting guides, vendor FAQs).
Escalate to a TOP employee (not Walt) only if absolutely necessary after all troubleshooting options are exhausted.

For Emergencies:

Take immediate action to contact an emergency vendor or manager as per company protocol.
Example: For water leaks, call the plumber immediately and notify the tenant of the action being taken.

4. Communicate Clearly with the Tenant

When Assigning the Work Order:

Inform the tenant about the next steps and expected timeline.
Example:

“Hi [Tenant’s Name], I’ve assigned your AC repair to [Vendor Name], and they should reach out within [timeframe]. Please let me know if you have any issues or don’t hear from them by [specific day].”

When the Issue Is Resolved:
Confirm the completion of the work and request feedback.
Example:

“Hi [Tenant’s Name], the repair for your [issue] has been completed. Please let us know if you experience any further issues.”

5. Decide When to Handle vs. Forward

Oliver Should Handle:

Routine questions or concerns within his training or documentation.
Assigning work orders to vendors.
Following up with tenants and vendors.

Oliver Should Forward Only If:

The issue involves legal, financial, or lease-specific matters.
The tenant’s question requires approval from a manager or another department.
The issue is outside the scope of his responsibilities (e.g., disputes about lease terms).

6. Document Every Step

Update the work order in AppFolio with:
The actions taken.
The vendor was assigned.
Tenant communications.
This ensures transparency and allows others to pick up where he left off if needed.

7. Regularly Update Knowledge

Update documentation in Tetra regularly.
Review vendor capabilities and past maintenance reports in order to handling recurring issues.

Also*** Here is an associated WORKFLOW in a CHECKLIST format for Troubleshooting Work Orders with each step in broken down into actionable items and answering tenant questions:

Step-by-Step Workflow for Problem Solving Work Orders

1. Understand the Problem

Identify key details (e.g., location, issue description, urgency).
Check for attached photos/videos or any prior communication.
Contact the tenant.
Use polite, clear language.

Example: “Hi [Tenant’s Name], I see you submitted a work order about [issue]. Could you confirm [specific detail] so we can resolve this quickly?”

2. Classify the Issue

Use documentation in Tetra to determine if the issue is routine or complex.
Example Categories:
HVAC not cooling → Assign to HVAC vendor.
Faucet leak → Assign to plumber.
Appliance repair → Assign to appliance vendor.

3. Choose the Best Course of Action

Assign to the appropriate vendor in AppFolio.
Update the tenant about the next steps (see “Communication Checklist”).
Check Tetra documentation for troubleshooting steps.
Example:
AC not turning on: Instruct tenant to check the breaker before calling HVAC.
Garbage disposal clogged: Provide tenant with safe DIY troubleshooting steps (e.g., reset button).
If still unresolved, escalate to a manager or expert.
Prioritize immediate action.
Example Emergencies:
Flooding: Call plumber directly, notify tenant, and escalate to the manager.
Electrical sparks: Contact electrician and escalate as necessary.

4. Communicate with the Tenant

Message Example:

“Hi [Tenant’s Name], your [issue] has been assigned to [Vendor Name]. They will contact you within [timeframe] to schedule a visit. Please let me know if you have questions or don’t hear from them by [specific day].”

Use templated answers or approved guidance from Tetra.
Example:
Tenant: “The garbage disposal isn’t working.”
Oliver: “Please check the red reset button on the bottom of the unit. If that doesn’t work, let me know, and I’ll arrange a repair.”
Confirm with the vendor and tenant that the issue is fixed.
Message Example:

“Hi [Tenant’s Name], the repair for your [issue] has been completed. Please let us know if you experience any further issues.”

5. Decide When to Forward Issues

Oliver Should Handle:
Assigning work orders.
Answering routine tenant questions based on Tetra documentation.
Communicating updates to vendors and tenants.
Oliver Should Forward to Another Employee If:
The issue involves legal or financial decisions (e.g., rent disputes).
The tenant’s question is about lease terms or policies.
The issue is outside maintenance scope (e.g., pest control policy, HOA