Document Number: DWU-PRO-011-CM Revision Number: 1 Approved By: Carole R. Davis Effective Date: 05-25-10 Description of Last
Change:
Initial Release Document Title: Minor Plumbing Repair Program Manual
MINOR PLUMBING REPAIR PROGRAM (MPR) PROCEDURE MANUAL
A. General Questions ... Page 1 B. New Applications ... Page 2 C. New Service Notifications ... Page 13 D. First Inspection Completed - Work Order to Be Sent to Plumber ... Page 28 E. Work Completed - To Be Sent for Final Inspection ... Page 34 F. Final Inspection Completed - Invoice to Be Sent to Be Paid ... Page 39 G. Number of Monthly Applications... Page 44 H. Responsibilities of Plumbing Contractor and MPR Program Staff ... Page 47 I. MPR Program Customer Status and Invoice Spreadsheets ... Page 49
A. General Questions
The Minor Plumbing Repair Program offers assistance with minor plumbing problems and fixtures that may cause water waste and higher water bills.
Who qualifies?
• Dallas Water Utilities customers.
• Those who meet the U.S. Department of Housing and Urban Development
income guidelines.
• Homeowners who reside on the property.
What is free?
Low-flow water use fixture packages to include: low-flow toilets (limit 2 per household), faucet aerators and low-flow showerheads.
What can be repaired by the Minor Plumbing Repair Program? • Leaking faucets (indoor/outdoor)
• Hose bib leaks (indoor/outdoor)
• Easily-accessible pipe joint leaks
• Water heaters
What can't be repaired by the Minor Plumbing Repair Program?
• The Minor Plumbing Repair Program does not perform emergency repairs.
• Plumbing problems involving gas.
• Plumbing that involves any kind of sewer/wastewater work.
• Work involving garbage disposals.
• Repairs involving washing machines.
• Repairs that require work behind walls, under the house or underground.
• Area where work is to be done is not clean and structurally sound. Repairs are performed on a first-come, first-served basis.
Important note: Once the DWU inspector has completed his first inspection, the MPR program customer cannot ask for more work to be performed in their home (unless some new leak has occurred in the meantime).
2 B. New Applications
1) Receive MPR Program intake forms from Office Assistant 2 or forms that are mailed or faxed in (see examples below).
4
2) Check stated monthly household income. Below are the household income limits for the MPR Program. If the income is over the limit, the applicant will need to be sent a letter stating that they do not qualify for the program due to excessive income (see instructions on denial letters under service notifications on page 21).
Household Income Limits (2009 HUD income limits for Dallas - Very Low Income 50%)
1 person = up to $1,970.83 per month ($23,650 per year) 2 persons = up to $2,254.16 per month ($27,050 per year) 3 persons = up to $2,533.33 per month ($30,400 per year) 4 persons = up to $2,816.66 per month ($33,800 per year) 5 persons = up to $3,014.66 per month ($36,500 per year) 6 persons = up to $3,266.66 per month ($39,200 per year) 7 persons = up to $3,491.66 per month ($41,900 per year) 8 persons = up to $3,716.66 per month ($44,600 per year)
3) Do a database search at the Dallas Central Appraisal District website to verify that applicant is the homeowner at the address for which they are applying for:
http://www.dallascad.org/SearchAddr.aspx
a. Type in the street number and street name in the appropriate fields and double-click on “Search”
If it is a valid address, a property match will be produced. b. Double-click on the property address link.
c. Print out the first page of the results only.
d. Make sure to note the year the house was built as most applicants do not know or give the wrong year on the application form.
6
and their name is on the DWU account. If not, the applicant will have to show some proof that they are the homeowner.
4) Check to see if the applicant is a DWU customer. a. Open the SAP Logon icon on your desktop.
b. At the SAP Logon window, double-click on “Log On” (make sure you have highlighted “Pay1 Production Client” on the Systems tab.
d. At the next screen, the user menu, double-click on “Customer Interaction Center” to begin the search process to determine if the applicant is a DWU customer.
8
e. At the Customer Interaction screen, in the “Connection” field, type the street number in the leftmost box, skip the middle box and type the street name followed by an “*” in the rightmost box and press enter.
f. When the customer account comes up, double-click on the checkmark to the right of the “Last/first” field to open the customer account details.
10
g. Write down the 9-digit Partner number from the “Part/tel” field on the MPR Program intake form. This number always begins with a “4.” Then double-click on the customer address in the “Business Master Data” window.”
h. From this screen (“Data Environment”) write down the 10-digit connection object number on the MPR Program intake form. This number always begins with a “5.”
i. If the applicant’s name does not appear as the principal account name on the DWU water account for the address you are searching for, they still may be listed as a partner for this account. To check on whether they are listed as a partner, right-click on the “TotBal” line in the “Business Master Data” window for a pull-down menu and then select “Display Contract/Acct.”
12
j. At the “General Data” screen double-click on the “Other partner” box to see if the applicant’s name is there.
k. If the applicant’s name is on the “Other partner” screen, print that out by clicking on printer icon at the top of the screen. If not, the applicant needs to add their name to the water bill. They can give us their Social Security number and we can call DWU Customer Service internally at (214) 939-2710; 670-4249; or 670-4240 or the applicant themselves can call (214) 651-1441.
C. New Service Notification
1) Open the SAP Logon icon on your desktop.
2) At the SAP Logon window, double-click on “Log On” (make sure you have highlighted “Pay1 Production Client” on the Systems tab.
14
4) Type “iw51” in the window at the top of the screen and press enter.
5) At the “Create Service Notification” screen, type in “d7” in the “Notification type” field and press enter.
6) In the rightmost box of the “Notification” line, begin to type “Minor Plumbing Repair” and then it will appear in the box below. Put the cursor over it and release it and it will be selected.
16
7) Under “Reference object,” type in the 10-digit object number that begins with the number “5” (that you wrote down on the MPR Program intake form) in the “Functional loc.” field and press enter.
8) In the “Sold-to party” field, type in the 9-digit partner number that begins with the number “4” (that you wrote down on the MPR Program intake form) in and press enter.
This will populate the account name, address, and telephone fields.
9) In the “Additional Data” section in the “Reported by” field, type in the first letter of your first name followed by your last name and press enter.
18
10) Under the “Subject” window in the “Coding,” double-click on the icon to the right of the rightmost box to bring up a list of approval or denial codes. Select the code by double-clicking on it and it will populate the field.
11) Back toward the top of the screen on the “Status” line to the right, click on the icon to change the status from “NEW” to “First Inspection” and click on to accept.
12) To print out the MPR Program application and the approval letter or denial letter, go to the “Service notification” pull-down menu at the top of the screen and select “Print” and “Notification” and for approved applications highlight (by clicking in leftmost box) the first item “ZPM_SMF_007A_APPROVAL” and “ZPM_SMF_MPRAPPLICATION.” For denials highlight “ZPM_SMF_007A_DENIAL.”
13) Click on the “Print/Fax” button to print out the MPR Program Application form and the approval or denial letter.
22
14) After you click on “Print/Fax” the system will go back to the initial screen and you will need to write down the service notification number created. This number will be used to look up the MPR Program customer and make changes in status.
15) APPROVAL LETTER - Sign the approval letter at the bottom and check the first box that says that “Your application will be processed and submitted to a city inspector…”
24
16) DENIAL LETTER - Sign the denial letter at the bottom. When you put in the code that gives the reason for the denial, in SAP the letter will mark the appropriate box when the letter prints out. Highlight the line checked with a yellow marker and make a copy of this letter. Send the original to the MPR Program applicant and save the copy in the file folder. Every Friday give the Office Assistant 2 the file folders of all MPR Program applicants whose applicants who have been denied (or who those who later decline to have plumbing work done) and also send the Office Assistant 2 an e-mail with a list of the names of those are denied or declined work All denied/declined work applicant files are filed in a separate filer drawer.
17) On the MPR Program Application form, put your initial after name of “Application Entered by:” and make sure to add phone number given by the applicant on the intake form you received from Cecilia or the faxed or mailed in form. NOTE: Many times the phone number that is in the SAP DWU database is out-of-date and, of course, most people have cell phones or in the case of senior citizens, there is a son or daughter listed as the person to contact first.
26
18) Every Friday the MPR Program Application forms processed during the week will be delivered to the DWU inspector in City Hall at 3AS along with the following Release of Liability form that must be signed by the MPR Program applicant after the initial inspection to determine the work that the MPR Program will perform is completed. An e-mail should be sent to the DWU Inspector listing the names of the MPR customers ready for first inspections.
19) Create a file folder for each MPR Program applicant. Print a folder label with the Last Name, First Name using the label maker. In the file folder put the following documents in the following order (from back to front):
1) Printout of the DCAD homeowner information.
2) Print out of “Other Partner” from DWU account (if applicable). 3) MPR Program intake form.
28
D. First Inspection Completed - Work Order to Be Sent to Plumber
The DWU inspector will return the MPR Program Application forms showing the work to be performed by the plumbing contractor. Check to make sure that he signed and dated the form at the bottom under “Initial Inspection by” and that the MPR Program customer signed and dated the form in the “Customer Certification” section. You are now ready to send the plumbing contractor the Work Order to perform the work indicated by the DWU inspector.
1) Open the SAP Logon icon on your desktop.
2) At the SAP Logon window, double-click on “Log On” (make sure you have highlighted “Pay1 Production Client” on the Systems tab.
3) Enter User and Password and press enter.
30
5) In the “Notification” box type in the 9-digit notification number that starts with the number “2” and press enter.
6)
Click on the “Inspection Results” tab. The inspector should have filled out the inspection results. Verify that what was entered in the system matches what is on the MPR Program Application form.
7) Also, the inspector usually changes the “Status” line from “1INS” to “PLUMB” (for Plumber). If not, double-click on the icon and change the status and click on to accept.
32
8) Next, at the top menu select “Service notification” and then “Print” then “Notification.
9) First, deselect the line that is automatically highlighted “ZMP_SMF_MPRAPPLICATION” and select the last line “ZMP_SMF_007A_NOTIF_SHOP_PAPER” and then double-click on the “Print/Fax” icon.
10) Initial the Work Order at the bottom of the Work Order and add any phone numbers
and contacts under “Customer Phone” “Alternate Contact” and “Alternate Phone.”
11) Every Friday all new Work Orders printed out during the week need to be scanned as a single PDF document, saved in the Minor Plumbing Repair folder on the shared drive (W:\Minor Plumbing Repair\Work Orders), and sent to the plumbing contractor by e-mail along with a listing of the names of the MPR Program customers whose Work Orders you are sending. The original copy of the Work Order goes in the MPR Program customer’s file folder.
34
E. Work Completed - To Be Sent for Final Inspection
Once the plumbing contractor sends us an invoice and a copy of the Work Order signed by the MPR Program customer (by e-mail) it should be printed out and checked against the work that was to be performed (listed on the MPR Program Application form). We are now ready to send the DWU inspector back for a final inspection.
1) Open the SAP Logon icon on your desktop.
2) At the SAP Logon window, double-click on “Log On” (make sure you have highlighted “Pay1 Production Client” on the Systems tab.
4) Type “iw52” at the user menu screen.
5) In the “Notification” box type in the 9-digit notification number that starts with the number “2” and press enter.
36 6) Click on the “MPR Activities” tab.
7) Select the codes for the work completed by the plumbing contractor. You will always select “Funding Source” (C010) and “Total Cost” (C011). When you have selected all, double-click on “Copy.”
8) The “MPR Activities” screen will now be populated with the active codes you selected. Under “Funding Source” type in “Water Conservation General Fund” (once you type this once, after that you should only have to begin typing a “w” and the entire phrase should appear and you can select it. [Note: there will also be “CDBG funds” every year and this should be typed in the “Funding Source” if that MPR Program customer has been classified as CDBG]. Type in the invoice amount from the invoice received from the plumbing contractor. Enter the invoice amount under “Total Cost.”
38
9) In the rightmost box on the “Status” line, click on the icon change the status from “PLUMB” to “FINS” (Final Inspection) and then click on to accept the change.
10) Find the file folder for the MPR Program customer and staple the invoice received from the plumbing contractor for that customer to the MPR Program Application form (unstaple from the Release of Liability form) for that customer. Every Friday bring those forms to the DWU inspector in City Hall at 3AS. An e-mail should be sent listing the names of those MPR Program customers have passed final inspection.
F. Final Inspection Completed - Invoice to Be Sent to Be Paid
When you receive the MPR Program Application form back from the DWU inspector, make sure it has been signed and dated under the “Final Inspection by” at the bottom of the form.
1) Open the SAP Logon icon on your desktop.
2) At the SAP Logon window, double-click on “Log On” (make sure you have highlighted “Pay1 Production Client” on the Systems tab.
40 4) Type “iw52” at the user menu screen.
5) In the “Notification” box type in the 9-digit notification number that starts with the number “2” and press enter.
42
7) Click on the “Select All” icon at the bottom of the screen.
8) This will highlight all the task items. Now, double-click on the complete icon at the bottom of the screen and the order status will change to “COMP.” Next, click on the complete icon at the top of the screen.
9) A pop-up screen will ask for confirmation, double-click on the icon and the service notification is completed and now no longer be modified, it can only be viewed.
10) Each invoice should be stamped with the “Completed” stamp and the date written by it, and along with the MPR Program Application form should be photocopied, and the original and copies put in the appropriate MPR Program customer folder. Every Friday these completed folders should be given to the Office Assistant 2. An e-mail should also be sent to the Office Assistant 2 listing the names of the MPR Program customers whose invoices should be sent to be paid. These file folders will be scanned and put in the “MPR Customer Files” folder on the W:\ drive.
44 G. Number of Monthly Applications
1) Open the SAP Logon icon on your desktop.
2) At the SAP Logon window, double-click on “Log On” (make sure you have highlighted “Pay1 Production Client” on the Systems tab.
4) Enter “iw58” and press enter.
5) Under “Notification Status” check “Postponed” and “Completed” boxes. The “Outstanding” and “In process” boxes should already be checked.
46
7) Double-click on the clock icon at the top of the screen to produce the list of notifications for the date range you entered and you can then scroll down to count the number of applications. NOTE: sometimes the addresses are repeated, only count
H. Responsibilities of Plumbing Contractor and MPR Program Staff Plumbing Contractor
1) The Plumbing Contractor will complete all the work listed on a Work Order before the MPR Program customer signs and before an invoice is sent to the MPR Program.
2) If the Plumbing Contractor has work to perform that is absolutely necessary to make repairs, it should note the work and include “Determined by Plumber” or “DBP” on the invoice.
3) All errors in invoicing that are communicated to the Plumbing Contractor by the MPR Program staff will be corrected within 24 hours of receipt of the notification and resent in PDF format via e-mail.
4) If the Plumbing Contractor cannot make a scheduled MPR appointment, a Plumbing Contractor representative will call the MPR customer within 3 hours to inform them and to reschedule the appointment for a later date.
5) All MPR Program customer complaints received by MPR Program staff will be immediately forwarded to the Plumbing Contractor, and the Plumbing Contractor will have 24 hours to communicate what their course of action will be.
6) The Plumbing Contractor will provide all MPR Program customers with the warranty handout upon completion of work performed (see handout on page 48).
7) The Plumbing Contractor will respond to all items on the spreadsheet sent by MPR Program staff regarding invoices that need to be revised and work that was not completed or that was done unsatisfactorily.
MPR Program Staff
1) MPR Program staff will send new Work Orders every Friday to the Plumbing Contractor.
2) MPR Program staff will send the Plumbing Contractor a spreadsheet listing all invoices that need to be revised and all work that was not completed or that was done unsatisfactorily.
3) MPR Program staff will send a DWU inspector back to inspect work that was not completed or work that was done unsatisfactorily (or at the discretion of the DWU inspector they will call the customer to determine if everything was done and in a satisfactory manner).
I. MPR Program Customer Status and Invoice Spreadsheets
A spreadsheet (in the Minor Plumbing Repair folder on the W:\ drive - “MPR Program Customer Status Report”) is kept to track the status of each approved MPR Program customer, as well as to record those MPR Program applicants were denied or those who declined to have plumbing work done. The spreadsheet
1) After a new MPR Program applicant is approved the following information should be entered on the spreadsheet under the “In Process” tab worksheet:
• Notification # (starts with the number “2”)
• Last Name
• First Name
• First Inspection (date sent to DWU inspector) Then at each stage the following dates should be added:
• Work Order (date sent to plumbing contractor) • Final Inspection (date sent to DWU inspector)
• Reinspection (date sent to DWU inspector - when work was not completed or completed satisfactorily)
• Return Work (place an “X” in this column when the plumbing contractor needs to return to complete work that was not performed or not done satisfactorily)
• Revise Invoice (place an “X” in this column when the plumbing contractor needs to revise an invoice)
50
2) Once an MPR Program customer’s work is completed and the invoice sent to be paid the information from the “In Process” tab should be cut and pasted into the “Completed” tab worksheet and the date the invoice was sent to the Office Assistant 2 to be paid should be entered in the “Invoice to Be Paid” column.
3) If an MPR Program customer is denied for any reason their information should be entered directly into the “Denied-Declined Work” tab worksheet. Also, if an MPR Program customer declines to have plumbing work done, their information should be cut and pasted into the “Denied-Declined Work” tab and the “Reason for Denial" should be
52 4) Invoice Spreadsheet
All General Funds plumbing invoice information will be kept on a separate spreadsheet on the W:\ drive in the Minor Plumbing Repair folder under the General Funds spreadsheet for the current fiscal year.
The following information will be entered on this spreadsheet:
• Notification Number • First Name • Last Name • Billing Address • Invoice Date • Payment Amount • Invoice Number
All CDBG Funds plumbing invoice information will be kept on a separate spreadsheet on the W:\ drive in the Minor Plumbing Repair folder under the CDBG Funds spreadsheet for the current fiscal year.
The following information will be entered on this spreadsheet:
• Notification Number
• First Name
• Last Name
• Date Application Received
• Billing Address
• Account Number (DWU water) • Age
• Number of Persons (household)
• Source of Income • Sex
• Year Built (home)
• HOH (head-of-household, Male or Female) • Ethnicity (Hispanic or Not Hispanic)
• Race • Invoice Number • Invoice Date • Payment Amount • Toilets Replaced • Faucets Replaced • Showerheads Replaced • Aerators Replaced
