Facilities and Campus Safety, After Hours Continuous Process Improvement

Bradley Mil ler (Team Leader), Jeffery Click, Mark Evans, Tom Leighton,

Karen Schoen, Michael Sterl ing, Reuben Brukley (Team Sponsor) Fall 2014

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TABLE OF CONTENTS

Process Improvement Team………………………………………………………………...…2

About Henry Ford College…………………………………………………………………..….3

Project Statement……………………………………………………………………………….4

Background Information…………………………………………………………………..……4

Operational Definitions………………………………………………………………………….5

Current Processes………………………………………………………………………………6

Analysis of the Current Situation…………………………………………………………..…..9

Lock and Key Issue Study…………………………………………………………….10

Improvement Theory and Implementation Plan…………………………………………….10

Analysis of Results……………………………………………………………………….……12

HFC Staff Survey………………………………………………………………………13

Campus Safety and Facilities Services Incoming Phone Study………………….19

SchoolDude Request Study…………………………………………………………..20

Comparison Chart……………………………………………………………………..21

Data Analysis…………………………………………………………………………………..22

Gantt Chart………………………………………………………………………………….….23

Recommendations for Future Teams………………………………………………..………23

Steering Committee Feedback……………………………………………………….………24

Acknowledgements……………………………………………………………………………25

Appendix……………………………………………………….……………………………....26

Appendix 1……………………………………………………………………….…….26

Appendix 2……………………………………………………………………….…….26

Appendix 3……………………………………………………………………….…….27

Appendix 4……………………………………………………………………….…….27

Appendix 5……………………………………………………………………….…….28

Appendix 6……………………………………………………………………….…….28

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PROCESS IMPROVEMENT TEAM

Team Sponsor: Reuben Brukley, Facilities Services rjbrukley@hfcc.edu

Team Leader: Brad Miller, Assistant Manager The College Store bmiller@hfcc.edu

Team Scribe: Jeff Click, Full Time Faculty-Hospitality jclick@hfcc.edu

Team Member: Mark Evans, Adjunct Faculty-Sociology msevans2@hfcc.edu

Team Member: Tom Leighton, Facilities Engineer tbleighton@hfcc.edu

Team Member: Johnny May, Safety Specialist jmay@hfcc.edu

Team Member: Karen Schoen, Manager-Campus Safety kschoen@hfcc.edu

Team Member: Mike Sterling, Custodial Leader mwsterling@hfcc.edu

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ABOUT HENRY FORD COLLEGE

Henry Ford College (HFC) is a public two-year college located in Dearborn, Michigan, The College, established in 1938, is accredited by North Central Association of Colleges and Schools and the Michigan Commission on College Accreditation. The School was originally named Fordson Junior College when it opened its doors in 1938. Later, the College adopted the name Dearborn Junior College in 1946. It became Henry Ford Community College in 1952, named after the Henry Ford Trade School which closed and its assets were transferred to the Dearborn Public School Board of Education. In May, 2014, the College was renamed henry Ford College.

HFC is a comprehensive public community college serving about 18,000 students each fall and winter semester in southeast Michigan. HFC is dedicated to preparing students for a rapidly changing world and workplace by offering more than 100 associate degree career and university or prepare to go directly to work. HFC offers high-quality, innovative programs to meet the educational and training needs of the region. Students prepare to transfer to a university or prepare to go directly to work. HFC also specializes in customized workforce development training for business and industry. Since its founding in 1938, HFC has been the gateway to higher education for thousands of students who seek affordable, high-quality post-secondary education. To learn more about Henry Ford College, please visit us at www.hfcc.edu, or call 1-800-585-HFCC (4322)

HFC offers classes on two campuses situated in Dearborn. HFC’s Main Campus is located on the southwest corner of Ford Road and Evergreen, north of the University of Michigan Dearborn campus. The East Campus is home to HFC’s Michigan Technical Education Center (M-TEC) and the state-of-the art Nursing building. East Campus is located on Schaefer Road just north of Rotunda.

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PROJECT STATEMENT

To facilitate campus-wide interdepartmental communication and operational organization for Campus Safety, Facilities Services, and the college community as measured by:

• Reduced expenditures on overtime and outside vendors • Updated use of resources including personnel, online services, and

communication technology • Reduced duplication of effort • Improved follow up measures

BACKGROUND INFORMATION

In searching for areas in which to improve Campus Operations in accordance with the team’s chosen mission statement, the team found that a number of communication and training problems existed. These problems can be corrected by:

• Reinstating previously discarded services. • Investing in updated communication technology. • Expanding existing software. • Modifying procedures. • Improving training of HFC methods of problem reporting, and improving

documentation of issues.

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OPERATIONS DEFINITIONS

Campus community: Henry Ford College students, full time instructors, adjunct instructors, administrators, support staff, vendors, and visitors.

Campus Safety: Department responsible for maintaining and releasing incident and accident reports, key control, issuance of employee and student ID cards, maintenance of the access control system, Safe Walk, as well as overall control of all security and safety operations.

Emergency: Situation requiring immediate attention, where there is a potential for loss of life, bodily injury, or significant property damage.

Emergency Device: Emergency phones displayed throughout campus.

Facilities Services: Department responsible for custodial and groundskeeping services, management of building projects, and operation of boilers, chiller, and HVAC, IT Services, event scheduling, and room reservation funtions.

Hazard: Something causing unavoidable danger, peril, or risk. Non-Emergency: Situation doesn’t require immediate attention, where there is no potential for loss of life, bodily injury, or significant property damage.

Off hours: Monday through Friday, 6:00 p.m. through 7:00 a.m. Weekends are off hours entirely due to lack of administrative and support staff.

Radio: 2-way radio communication device used by Campus Safety and Facilities Services. Resource Scheduler: An online program currently used for scheduling room reservations, available by license only.

SchoolDude: An online resource available to all college personnel allowing users to submit Service requests for a variety of purposes, focuses primarily on issues relating to Facilities Services. Other services (modules) offered, but not currently used by HFC, include HVAC, IT Services, event scheduler, and room reservation functions.

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CURRENT PROCESSES

Current Non-Emergency Campus Safety Procedures

Campus Safety receives calls and walk-ins through the dispatch center and enters the details into a database. When the call pertains to a facilities issue, Campus Safety contacts Facilities Services by phone of radio. Once the issue is passed on from Campus Safety to Facilities Services (or vice versa), no follow-up is currently required. In the case an issue remains unresolved, the situation repeats itself. Campus Safety can enter Schooldude requests, but at present cannot be assigned Schooldude submissions. In general, numerous requests for service can be missed, delaying corrective action.

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Current Non-Emergency Facilities Services Processes Faculty and staff can enter an issue into the SchoolDude system directly. SchoolDude routs the issue to the appropriate personnel. Once the job is completed, the Facilities employee checks the request off as complete and the faculty or staff member who initialized the request receives an email confirming the job was completed.

Faculty and staff can also contact Facilities Services directly at extension 6320 from 8:00 a.m. – 4:30 p.m. on Monday through Friday, and by contacting the weekend building engineer at extension 4018 from 6:00 a.m. – 4:00 p.m. Saturday and Sunday. Facilities Services can also be reached via Campus Safety dispatch at extension 9630.

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Current Emergency Processes

Campus Safety receives calls and walk-ins through their dispatch desk and enters the details into a written log. When the call pertains to a facilities issue, Campus Safety contacts Facilities Services by phone of radio. In general, once the issue is passed on from Campus Safety to Facilities Services (or vice versa), no follow-up is currently required. In the case an issue remains unresolved, the situation repeats itself. Campus Safety can enter SchoolDude requests, but at present cannot be assigned SchoolDude submissions.

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Analysis of the Current Situation

SchoolDude software

• Excellent usability, capable of tracking issues from origin to resolution. • Currently, College uses maintenance request module only. • Campus Safety not designated as SchoolDude assignee (lessens effectiveness,

value) • Not always convenient or available to staff under certain circumstances • Training Issues

Maintenance Request / Hazardous Situation Reporting

• Inconsistent methods, results, and follow-up. • High variability in, high variability out • Multiple paths of reporting issues can lead to confusion • Disconnect between Facilities and Campus Safety can result in dead ends • Training Issues

Communications Equipment

• Remaining 2-way radios are more than 10 years old, failing • Custodial staff is primarily mobile, without access to their own phones and

computers • Employee’s personal cell phones are unreliable and use for work purposes is

difficult to enforce • Tracking down custodians to relay directives wastes time, slows down process • Campus Safety Emergency Devices require better labeling

Aging Facilities

• Doors and frames on some buildings on campus are old, in some cases outdated to the point of being compatible with electronic access technology used for employee access.

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Improvement Theory and Implementation Plan

Recommended Processes

SchoolDude

• Add Campus Safety to SchoolDude as assignee. • Replace existing room reservation and event scheduling program with

SchoolDude components, which are 1) superior in quality, technical support, and functionality and 2) will help streamline the operational organization of the College.

• Add user-friendly links to Facilities Services and Campus Safety pages online. • Train employees external to Facilities and Campus Safety in appropriate use of

SchoolDude. • Train key Facilities and Campus Safety personnel at SchoolDude University.

12

33

19

15

9

4

10

14

12

10

1

5

JANAURY

FEBRUARY

MARCH

APRIL

MAY

JUNE

JUL;Y

AUGUST

SEPTEMBER

OCTOBER

NOVEMBER

DECEMBER

# of Lock & Key Issues in Schooldue

Mon

th

Lock & Key Issues 2013

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Maintenance Request / Hazardous Situation Reporting

• Create a single phone number for the College Community to call to make requests or to report a hazard. The new system will ensure caller speaks to a human with very little to no variability.

• Formally join Campus Safety and Facilities Services to better respond to issues Campus-wide.

• Streamlines process, aids in ease of contact with Campus Safety and Facilities Services regardless of time of day or staffing conditions.

Equipment

• Purchase 20 new 2-way radios to be utilized by Facilities Services. • Label Campus Safety emergency devices with directions and a brief explanation

that they are a direct link to Campus Safety, and that their use is not confined to life and death situations.

• Increases capacity for response significantly.

Aging Facilities

• Locksmith has already been reinstated in order to better maintain and monitor doors and locking mechanisms.

• Results in overall reduced calls to Campus Safety and Facilities Services • Reduces building security faults

Facilities Services online Visual Control System

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Analysis of Results

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HFC Staff Survey

Have you ever reported a facility or campus safety issue? (See Appendix 1)

78%

22%

Full Time Faculty

yes

no

55% 45%

Adjunct Faculty

yes

no

80%

20%

Support Staff

yes

no

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If you ever reported a facility or campus safety issue, what type of issue was it? (See Appendix 2)

46%

42%

12%

Full Time Faculty

Facilities Issue

Campus Safety Issue

Both

25%

46%

29%

Adjunct Faculty

Facilities Issue

Campus Safety Issue

Both

53% 36%

11%

Support Staff

Facilities Issue

Campus Safety Issue

Both

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Who did you contact? (See Appendix 3)

43%

42%

15%

Full Time Faculty

Facilities Services

Campus Safety

Both

21%

56%

23%

Adjunct Faculty

Facilities Services

Campus Safety

Both

47% 44%

9%

Support Staff

Facilities

Campus Safety

Both

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How did you contact them? (See Appendix 4)

51%

15%

34%

Full Time Faculty

Phone

Email

Other

68%

17%

15%

Adjunct Faculty

Phone

Email

Other

54%

13%

33%

Support Staff

Phone

Email

Other

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Were you trained on how to report facility or campus safety issues? (See Appendix 5)

46% 54%

Full Time Faculty

yes

no

30%

70%

Adjunct Faculty

yes

no

50% 50%

Support Staff

yes

no

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If you were trained on how to report facility or campus safety issues, how were you trained? (See Appendix 6)

56% 28%

16%

Full Time Faculty

In Person

In Writing

Other

33%

32%

35%

Adjunct Faculty

In Person

In Writing

Other

59% 26%

15%

Support Staff

In Person

In Writing

Other

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0 10 20 30 40 50 60

Phon

e C

alls

Monday - Sunday

Phone Calls Received by Campus Safety and Off Hour Calls Transferred to Facilities

Services. PLEASE NOTE: This is 1 week in October 2014, other weeks

during the year may be higher or lower.

Total # of calls received

# external calls received

# internal calls received

# Calls Received off hours

# of off hours Calls Transferred to Facilities

0 2 4 6 8

10 12 14

# of

Pho

ne C

alls

Rec

eive

d

Monday - Sunday

Phone Calls Received by Facilities Services (6320)

PLEASE NOTE: This is 1 week in October 2014. Other weeks during the year may be higher or lower.

Total # calls received

# external calls received

# internal calls received

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0

2

4

6

8

10

12

14

16

18

20

Monday Tuesday Wednesday Thurday Friday Saturday Sunday

Num

ber o

f req

uest

s

Day

SchoolDude Requested PLEASE NOTE: This is 1 week in October 2014 Other weeks

during the year may be higher or lower.

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Comparing Henry Ford College Campus Safety and Facilities Service to Dearborn K-12, Eastern Michigan University and Beaumont Hospital

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Data Analysis

1) A majority of all faculty and staff take it upon themselves to report Safety and

Facilities issues.

2) Full-time staff and faculty tend to report issues to Facilities while part-time faculty

tends to report Safety issues.

3) Full-time faculty and staff unsurprisingly exhibit broader use of available

resources; however, part-time staff tends to be onsite during evening hours when

Campus Safety is the only available option for reporting issues (outside

SchoolDude).

4) The majority of all employees use a phone to report an issue.

5) Odds of a current full-time employee having received training on how to report an

issue are 50/50. They are substantially worse for part-time employees.

6) Of those who did receive training on reporting of issues (see #5), there is

substantial variability in the method of training administered.

Team members agree that the variability extracted from the survey results is evident in

the day-to-day operations of the College. The current process for submitting service

requests results in comparably high variability of services provided by Facilities Services

and Campus Safety.

Additional items (as detailed in Analysis of Current Situation) resulting in lower levels of

services include:

• Inconsistent follow-up on resolution of issues

• Old equipment, inadequate training for response staff

• Disconnect between Facilities Services and Campus Safety personnel

• Aging facilities

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Gantt Chart

Task Start Date Duration

End Date Assigned to:

Add Campus Safety to Schooldude 2/3 7 2/9 Sam Greco, Karen Schoen

Begin analysis and prioritization for replacing and updating building access hardware 2/3 7 2/9 Tom Leighton

Create new phone number for relaying issues to facilities services 2/10 3 2/12

Cynthia Barrian, Reuben Brukley, Karen Schoen, Joe Zitnik

Write inclusive, simple procedural document for Campus Community and determine methods of distribution 2/3 21 2/23

Cynthia Barrian, Reuben Brukley, Karen Schoen, Sandro Silvestri

Purchase new radios for specified Facilities Services personnel 2/17 7 2/23

Reuben Brukley, Kevin Kaier, Tom Leighton, Karen Schoen, Michael Sterling

Begin mass distribution of new procedures in writing to full- and part-time faculty and staff 2/24 7 3/2 Reuben Brukley, Jeff Click, Mark Evans

Begin installation of signage on Campus Safety emergency devices 2/17 14 3/2 Karen Schoen

Establish method of evaluating Schooldude data to gauge process 2/17 14 3/2 Reuben Brukley, Karen Schoen

Finish cost analysis of Schooldude facilities planner versus Event Scheduler and move forward on findings 3/3 7 3/9

Cynthia Barrien, Reuben Brukley, Sandro Silvestri, Fred Steiner

Send key facilities and campus safety personnel to Schooldude University 2/17 21 3/9 TBD

Recommendations for Future Teams

Keys, doors, and access.

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Steering Committee Feedback

Team name and number: _Staff, Facilities Services, and Campus Safety Issues_____

Date: _December 12, 2014__________ Sponsor: __Rueben Brukley____________

Ideas for Improvement Support 1. Add Campus Safety to Schooldude and designate assignees $0.00 _______________

2. Begin analysis and prioritization for replacing and updating building access hardware $0.00 _______________

3. Create new dedicated phone number for relaying issues to Facilities Services $0.00____________________________________________________________ _______________

4.Write and distribute an inclusive and simple procedural document for campus community._$0.00___________________________________________________ _______________

5. Purchase 20 radios for specified facilities personnel $300 ea / $6000 _______________

6. Install Signage on Campus Emergency Call Box devices_$0.00___________ ________________

7._Finish cost analysis of Schoodude Facility Planner Module Versus the current Event Scheduler program (see attached explanation of cost)________________ ________________

8._Send key personnel to Schooldude University professional conference

$450.00 (ea) + airfare______________________________________________ ________________

Team Feedback Meeting-Date: May 2015___________________________________

Explanation of cost for Item 7 – Purchasing the Facilities Scheduler module from SchoolDude is recommended. It carries an annual cost of $5600 and a one-time cost of $1400 for training upon purchase. However, the annual cost would be offset by the yet-to-be determined savings from discontinuing Event Scheduler services.

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Sponsor: Rueben Brukley Leader: Brad Miller .

Acknowledgements

The Staff, Facilities Services, and Campus Safety Issues Team would like to thank the following individuals for their help in collecting information on this topic.

Adjunct Instructors

Beaumont Hospital

Cynthia Berrien, Facilities Services Secretary

Dearborn Public Schools

Eastern University

Full Time Instructors

Gary Erwin, Director of Marketing & Communications

Geoff Collins, Data and Voice

Joe Zitnik, Network and Systems Analyst

Jonny May, Campus Safety Specialist

Kenneth Donovan, Graphics

Security Officer Marissa Thorn

Security Officer Mohammad Rasheed

Support Staff

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Appendix 1

Have you ever reported a facility or campus safety issue Full Time Faculty Answered: 67 Skipped: 0

Answer Choices Responses Yes 77.61% 52 No 22.39% 15 Total 67

Adjunct Faculty Answered 96 Skipped: 0 Answer Choices Responses

Yes 55.21% 53 No 44.79% 43 Total 96

Support Staff Answered 54 Skipped: 0 Answer Choices Responses

Yes 79.63% 43 No 20.37% 11 Total 54

Appendix 2

If yes, what type of issue was it? Full Time Faculty Answered: 52 Skipped: 15

Answer Choices Responses Facility issue 46.15% 24 Campus Safety Issue 42.31% 22 Both 11.54% 6 Total 52 Adjunct Faculty Answered: 55 Skipped: 41 Answer Choices Responses Facility issue 25.45% 14 Campus Safety Issue 45.45% 25 Both 29.09% 16 Total 55 Support Staff Answered: 45 Skipped: 9 Answer Choices Responses Facility issue 53.33% 24 Campus Safety Issue 35.56% 16 Both 11.11% 5 Total 45

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Appendix 3

Who did you contact? Full Time Faculty Answered: 53 Skipped: 14

Answer Choices Responses Facilities Services 41.51% 22 Campus Safety 43.40% 23 Both 15.09% 8 Total 53

Adjunct Faculty Answered: 53 Skipped: 43 Answer Choices Responses Facilities Service 20.75% 11 Campus Safety 56.60% 30 Both 22.64% 12 Total 53

Support Staff Answered: 45 Skipped: 9 Answer Choices Responses Facility Services 46.67% 21 Campus Safety 44.44% 20 Both 8.89% 4 Total 45

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Appendix 4

How did you contact them? Full Time Faculty Answered: 53 Skipped: 14

Answer Choices Responses Phone 50.94% 27 email 15.09% 8 Other 33.96% 18 Total 53 Adjunct Faculty Answered: 54 Skipped: 42 Answer Choices Responses Phone 68.52% 37 email 16.67% 9 Other 14.81% 8 Total 54 Support Staff Answered: 45 Skipped: 9 Answer Choices Responses Phone 53.33% 24 email 13.33% 6 Other 33.33% 15 Total 45

Appendix 5

Were you trained on how to report facility or campus safety issues? Full Time Faculty Answered: 87 Skipped: 9

Answer Choices Responses Yes 46.03% 29 No 53.97% 34 Total 63

Adjunct Faculty Answered 96 Skipped: 0 Answer Choices Responses

Yes 29.89% 26 No 70.11% 61 Total 87

Support Staff Answered 50 Skipped: 4 Answer Choices Responses

Yes 50.00% 25 No 50.00% 25 Total 50

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Appendix 6

If yes, how were you trained? Full Time Faculty Answered: 32 Skipped: 35

Answer Choices Responses In Person 56.25% 18 In writing 28.13% 9 Other 15.63% 5 Total 32

Adjunct Faculty Answered: 34 Skipped: 62 Answer Choices Responses In Person 32.35% 11 In writing 32.35% 11 Other 35.29% 12 Total 34

Support Staff Answered: 27 Skipped: 27 Answer Choices Responses In Person 59.26% 16 In writing 25.93% 7 Other 14.81% 4 Total 27