Level of Service Standards

Level of Service Standards define and explain the levels of service that can be expected from Western Michigan University's Custodial unit. It provides an overview of the unit, the priorities of the response and resolution of the issues.

Overview

Custodial Services is a team of skilled cleaning professionals and management staff who maintain the cleanliness of the buildings at Western Michigan University. Cleaning and pest control requests should be submitted by phone or by submitting a Bronco Fix-It request. Requests are then processed by the Facilities Management Service Center, then distributed to the appropriate custodial zone to be appropriately addressed.

Services

Services provided by Custodial Services are set and scheduled by the space type, staffing availability and building needs. A frequency chart describing the frequency of each space will be provided in the next section. Additional cleaning beyond the frequency chart can be scheduled by contacting the Facilities Management Service Center or submitting a Bronco Fix-It request.

Additional cleaning requests may require a funding and cost center, depending on the nature and scope of the request along with the schedule.

Types of cleaning requests

• Emergency: Urgent issues that may arise, such as flooding or a biohazard.
• Routine: Cleaning that is regularly scheduled for the space or area.
• Project: Scheduled work that occurs on an as needed basis or scheduled for a less than monthly occurrence. Project work includes carpet cleaning, floor restoration work, window washing, high dusting or other work that may require specialized rental equipment.

Payment for services

In general, there are no costs associated with routine cleaning. However, events and extra activity that impacts the general use of the building will be considered for billing, even if that service is not requested.

Costs associated with facility issues resulting from vandalism or misuse may be the responsibility of the identified individual or department.

Additional costs are necessary for services that exceed the scope of routine cleaning, such as an event request or project. Some examples of these types of requests are:

• Staffing additional equipment or service needs for events, including before the event, during the event and post-event cleanup.
• Carpet cleaning.
• Furniture cleaning.
• Floor restoration.
• Window washing.
• High dusting.
• Damage recovery of departmental equipment and space due to water damage resulting from neglect or intention of someone in the department.

A meeting between Custodial Services and the requestor of service will occur to clarify any potential costs and the scope of the request.

Frequency chart for building cleaning