Loading...
HomeMy WebLinkAboutCity of Diamond Bar ProposalPEOPLE DRIVING PERFORMANCE FOR OVER 50 YEARS 2 Overview DMS Facility Services has been in the building services business since 1969. Over the past 50+ years the company has experienced steady growth supported by long-term clients who have appreciated the direct, personalized attention and responsiveness of DMS management and supervision. DMS operates in major business markets across the nation, with our corporate headquarters in South Pasadena, California, and regional offices throughout California and in Phoenix, Arizona. Through our network and with the National Service Alliance (NSA), as an owner partner, DMS Facility Services can support any regional or national purchasing effort. Our core services include all aspects of the Janitorial Services. We also provide Facility Operations Services, Building and Plant Engineers, Commercial Landscape Maintenance as well as Window Cleaning, Stone and Metal Care Services. Our vision is to provide the best single and/or bundled service solutions for each customer. DMS is proud to have a great number of long-term, valued clients and to provide our many service solutions to their facilities on a daily basis. The company has successfully kept pace with its rapid growth by recruiting professional management and staff to coordinate our large employee workforce. DMS currently possesses a management team that rivals any as the strongest in the industry. This team stays focused on providing the latest digital solutions to supplement our services. They also lead our effort to provide the most sustainable and green solutions available in the market. COMPANY OVERVIEW 3 360° Performance Management CIMS certified (for over a decade) Green Building, with Honors HHPC Day Cleaning Healthy High Performance Cleaning that is environmentally friendly for all buildings LEED & WELL Compliance A commitment to sustainability which can assists our clients in LEED and WELL certification Specialty Facility Services An industry leader in disinfecting technology, equipment innovation, and more In-House Crew Management Providing support and oversight to even our most capable clients Bundled Services for Lower Cost Providing cost savings to our customers by offering vendor consolidation Real Time Work Order Reporting Trusted quality monitoring and performance metrics Cost Savings with Group Purchasing Competitive purchasing power through strategic industry affiliations COMPANY OVERVIEW UNIQUENESS & HIGHLIGHTS Night Cleaning Day Porter Services Floor & Carpet Care Facility Operations Services Building and Plant Engineers Commercial Landscape Maintenance Stone and Metal Care Services DMS offers our customers all aspects of Janitorial as well as a wide array of other facility services Disinfecting Window Cleaning Power Washing SERVICES 4 Value Proposition As professional building consultants, we propose the following actions to exceed expectations in the cleaning performance at your building: Provide you with representatives that will enable comments, issues and problems to be addressed in a timely manner and minimize interruptions. Proper training on your scope of work. The staff will be trained on proper communication, security, as well as detail work required. Utilize employee incentive certification programs to reduce turnover such as Management Training, Building Skills Partnership, and Training Procedure programs. Establish and mandate a process flow with detailed cleaning responsibilities. Create site specific operational manuals. Dispatch temporary employee coverage when there is an absence with the janitorial staff after notification and approval by CBRE. Conduct audits of the facility, on a periodic basis, to inspect items above and beyond basic specification issues. We will use our CIMS 360° Performance Management System, QR scan program, and Cleantelligent/Orange QC to accomplish this. Provide a complete Green Cleaning program. Offer a remedy desk, during the day, to answer questions or direct issues to the correct manager. DMS will be a resource for other service needs such as window cleaning, pressure washing, pest control, waste hauling, landscaping, engineering, stone care and metal care, to identify a few. We will continue to highlight critical cost saving opportunities for your facility. This may involve other service lines such as waste hauling, recycling services and carpet repair contractors, and any other goods or services you purchase. Study, train and deliver best practices learned from industry resources. This includes the introduction of new technology and services innovation. Value Proposition COMPANY OVERVIEW 5 Corporate Headquarters Los Angeles 1040 Arroyo Drive South Pasadena, CA 91030 Ph: 626-305-8500 Fax: 626-305-8582 Orange County 2861 E. Coronado Street Anaheim, CA 92806 Ph: 949-975-1366 Fax: 714-238-9040 San Diego 5735 Kearny Villa Road, Suite 108 San Diego, CA 92123 Ph: 858-560-4191 Fax: 858-541-2469 Fremont 3137 Skyway Court Fremont, CA 94539 Ph: 510-656-9400 Fax: 510-656-9434 Sacramento 4225 Northgate Boulevard, Suite 1 Sacramento, CA 95834 Ph: 916-649-1329 Fax: 916-649-1332 Phoenix Office 3621 North 35th Avenue Phoenix, AZ 85017 Ph: 602-508-8950 Fax: 602-508-8951 COMPANY OVERVIEW Locations & Contacts Sarah Lampe Alberto Rodriguez 6CORPORATE ORGANIZATIONLOS ANGELES OPERATIONSCOMPANY OVERVIEW Organization Selina Zomorridian 7 RICHARD E. DOTTS Owner and President Dick started in the janitorial industry in 1979 by opening up U.S. operations for Pedus International (a services contractor based in Germany). A successful performance at Pedus resulted in his winning the Inc. 500 award for the fastest-growing private company in the U.S. in 1984. Dick then joined DMS as its President and owner in 1986. His exceptional talents as an administrator and executive have been largely instrumental in the continued growth and modernization of the company. Dick is a graduate of the University of Southern California with a degree in Economics. He is an active board member of several charitable organizations including Institute for the Redesign of Learning (The Almansor Center). CAROLE THORSELL Executive Vice President – Risk Management Carole is responsible for the Risk Management of the company which encompasses Human Resources, Insurance and Safety. She has been associated with DMS since 1990 as a consultant; then joined the company as a partner and officer of DMS in 1998. She is a trustee on the Ross Pike Memorial Workers’ Compensation Benefits Trust Fund which is a workers’ compensation carve out program. Carole is a past president of the Pacific Association of Building Service Contractors and is currently the chairman of the insurance committee as well as on the Board of Directors of PABSCO. LOREN R. DOTTS Vice President/General Manager – Operations In 1993, Loren started his career with DMS on the ground level of the Window Cleaning and Metal Care Division and has worked his way through our multiple divisions. Loren is well versed in building services and has the ability to adapt to each environment as if it was his specialty. In 2004 Loren was given the assignment of an Operations Manager for the Facility Services Division. His responsibilities included the management of multiple services in California, Arizona, Utah, Texas and New Mexico. Loren has served as Vice President & General Manager for the DMS offices throughout California. Loren graduated from the University of Utah with a Bachelor of Science degree in Business in 2000. He currently holds the following certifications: Six Sigma Black Belt, Facility Management Professional (FMP) designation - International Facility Management Association (IFMA), Certificate in Management Training - DMS, Certificate in Supervision and Management - Employers Group, Compliance and Workplace Safety - OSHA. Loren is also involved in the DMS Executive Safety Committee and Executive Management Training programs. COMPANY OVERVIEW Corporate Officers 8 ALEXANDRA FERRER Account Manager – Operations Ali brings to DMS over 10 years in the field of customer service. In 2012, she started an educational business, which served customers across the Greater Los Angeles area for over 5 years. In 2017, Ali joined the Facilities Industry, working with businesses on their uniform and consumables supplies programs, and quickly oriented her focus towards the janitorial sector. She currently works with multiple clients across Los Angeles and Orange County, supporting the operations team in quality control, client communication, and helping to ensure that DMS does its absolute best to exceed the expectations of each client that it serves. Ali currently holds the following certifications: CIMS Achievement Award, GBAC Trained Technician (for disinfecting), Certified Custodial Technician – Basic, Well Building Accredited Professional HUGO LARIOS Senior District Manager - Operations Hugo began his janitorial career in 1999 when he joined DMS Facility Services as a Lead Day Porter for the Twin Towers in Century City. It was not long before he was promoted to Project Manager at the property. In 2002, his stellar performance earned him another promotion to Area Supervisor, where his management duties would expand to encompass multiple facilities and crews throughout Los Angeles and Orange County. In 2015, Hugo's talent earned him even greater responsibility within the DMS organization with the new title and role of District Manager. Just last year, Hugo was recognized as one of our highest ranking operations managers and given the title of Senior District Manager. His years of experience, dedication, and wisdom are sincerely and greatly appreciated by each client and account he serves throughout the Greater Los Angeles and Orange County areas, as well as by the DMS organization. Hugo currently holds the following certifications: Six Sigma Black Belt, CIMS Achievement Award, GBAC Trained Technician (disinfecting), Disaster and Pandemic Task Force, Covid-19 Disinfecting Specialist, Cleanroom Protocol, Bloodborne Pathogens. COMPANY OVERVIEW Team Resumes – Orange County/Los Angeles 9 OUR MISSION We are a people oriented,environmentally responsible organization that provides high-quality, cost- effective service solutions to businesses and communities.We wish to deliver customer satisfaction through highly qualified,trained personnel,sound process management,and innovative technology.We will promote long-term growth through commitment to a set of core competencies and values. OUR OBJECTIVES Pursue sustainability across all our service lines. To effectively and efficiently provide quality facility services by employing cost management, proven quality systems, significant communication and attention to detail. OUR VALUES Honesty & Integrity Always telling the truth, always doing the right thing Trust Offering each other reasonable latitude, empowering to Customer First Mentality Without the customer, out business does not exist Respect Treating others as we would want to be treated Positive Attitude Enthusiasm is contagious; eliminate the negative Teamwork Understanding the power of unity and leveraging that to create an outstanding customer experience Accountability Committing, then measuring and monitoring our actions Communication Proactively communicating the message effectively whether good or bad Empathy Understanding client concerns and taking personal interest in them as our concerns Education Staying current, relevant, and being a resource for our customer partners Drive Strong desire to achieve positive results, grow, and benefit our clients Conscience Capitalism Following a business strategy, in which we seek to benefit both human beings and the environment. COMPANY OVERVIEW Mission, Objectives, and Values 10 SERVICE DELIVERY 11 Overview Our approach to service draws from over 50 years of experience, designing and implementing programs for an expansive range of properties and clients, as well as navigating through many different (often unique) scenarios. The key to our success has been thorough planning, strategic training, management support. and a preparedness for the unexpended. From transition, through the very end of any partnership, we are consistently anticipating what we will be needed, and making sure our teams are ready with the support they need to perform at the highest level. Work Plan & Instructions Once the team is in place, the work is assigned. The scope of work and service level agreements are carefully reviewed, and each task is built into a worker’s schedule and routine. This includes any nightly or daily tasks, as well as periodic tasks (those performed weekly, monthly, quarterly, or at other frequencies). Each employee will receive a written work plan which includes all tasks and service areas for which they are responsible. For each task, staff are trained on the appropriate procedures for completing the work, and are expected to follow these procedures wherever applicable. For example, DMS personnel adhere to a standardized process for trash removal, ensuring safety and service quality each time this task is performed. Standardization and clear work instructions also allow for consistency among our crews. With a thorough and clearly communicated work plan, each individual knows what is expected of them. This allows our team to set ourselves up for success in completing the work requirements and meeting the standards expected. Workloading & Staffing Plan When approaching a job, our operations team devotes thorough attention to accurately determining the workload and staffing plan for your facility. Important factors include the requirements listed in the scope of work, industry benchmarks and standards (which influence productivity rates), internal and client budgeting, and any client preferences. Having the right team structure in place is key to our team’s success on a job. That is why DMS managers consider not only the number of hours and labor needed, but how it will be distributed across key roles. For example, certain facilities call for a foreman to lead the night crew, while others may benefit from a lead day porter. Others may require a Project Manager. One size does not fit all. The specific needs of each property must be considered, and a strong plan developed. SERVICE DELIVERY 12 Contingency Planning and Emergency Response: DMS operates with the preparedness necessary for the inevitable times when back up or additional staffing coverage will be needed. For each job, the resources are in place to minimize the impact of absences and unexpected situations on quality of service. To cover employee vacations, sick days, personal emergencies, or long term absences, our managers work closely with the personnel at our Dispatch Desk (open from 8am – 5pm), who’s first call for coverage will be to our pool of pre-qualified temporary employees. These employees have undergone background checks, and are already familiar with our protocols, ready and expecting to be called on to perform services when needed. In many cases, they are badged and cross-trained on job requirements, especially if the services needed are very specific or sensitive. Whenever a temporary employee is placed at your site, our team takes extra care to notify you, and ask for your feedback about their performance. Your preferences about who is working at your property will always be considered and respected. In the event of an emergency situation on site that requires the immediate attention of one of our cleaners, the goal is to handle the emergency while avoiding any significant impact on quality of services. In these instances, our managers may add time to the schedule of the cleaner(s) that day/night to allow them to handle both the emergency situation and complete their daily duties, or if needed an additional employee (or several) in close proximity may be sent to the property to assist. We also understand that emergencies often happen outside of normal business hours. That is why DMS provides our customers with several points of contact, should there ever be an urgent issue. In the event of an after hours emergency, at least one of our managers will be available to respond and will make every effort to address the situation as quickly as possible. Our Area Supervisors are also in continuous communication with our crews throughout the evening to make sure that time sensitive information (such as reporting a leak or other issue in the building) is relayed to the appropriate contacts immediately. In our industry, the unexpected must be expected, and DMS has put the mechanisms in place to make sure that we are prepared for it. Contingency Planning, Special Requests SERVICE DELIVERY Special Requests or Out of Scope Work: Being a true partner requires flexibility and the resources to adapt to our customers’ ever changing needs. When we sign on to provide services, we are prepared to help maintain the facility in whatever capacity is needed, and to the best of our abilities. This may include providing services that were not were not originally included in the scope of work. Our team is nimble and prepared to deliver without disrupting our regularly scheduled work. Once the services are scheduled, a separate work order is created (either by hard copy or in our electronic work order system). When services have been completed, our supervisor will confirm completion and notify property management. After management has provided feedback that the work was completed to their satisfaction, the work ticket will be closed, and a separate invoice will be sent to your billing department for the services performed. 13 (continued) Special Requests or Out of Scope Work When it comes to adjusting the scope of work itself, DMS understands (and expects) that the needs of properties are constantly evolving, and that changes may be required during our partnership. We always remain open to modifying our work plan and efforts as needed, and will work you to restructure the duties in a way that works for both your team and ours. As we navigate together through evolving circumstances, DMS is not only prepared, but welcomes the opportunity to meet the new needs of customers as they arise. Uniforms and Personal Protective Equipment All DMS personnel wear uniforms suited to the services they perform, and the required attire is provided at no cost to the employee. Our standard uniforms consist of a shirt with the DMS logo, as well as an identification badge attached to a company branded lanyard (worn around the neck). If needed, jackets, shoes, hats, and other pieces may be issued as well. Client preferences on style, colors, or additional attire are also taken into consideration, as are options for laundering. In some cases, our clients may provide specifications for the type of identification badge they require. Cleaners are required to where all appropriate PPE (personal protective equipment) while on duty. This includes protection for eyes and face, head, feet, hands, and respiratory protection. The type of PPE worn by cleaning personnel will depend on their duties. For example, cleaners for a typical office facility would be required to wear a face mask and gloves, while those working in a clean room or critical environment may wear additional items such as a hairnet, gown, and booties. Employees cleaning in industrial settings would likely need to have a hard hat and safety goggles at the ready. Sufficient PPE will always be provided at no cost to the employee, and DMS supervisors are responsible for monitoring supply to ensure the items needed are readily accessible to our personnel. Uniforms, PPE SERVICE DELIVERY 14 Transition Plan The ultimate goal of a transition process is to achieve a seamless contractor exchange with as little disruption as possible to the day-to-day business of the occupants and visitors at the facility. By focusing on integrating our operation with the built-in infrastructure of the facility, we can create a smooth transfer of contractor responsibilities. The process consists of five main phases. Phase 1: Assess the Project The transition process starts with an assessment of the facility and its environment. This will most often take the form of a meeting and guided property tour with our management team and yours, where we can achieve a preliminary familiarization with: •Occupant landscape and conditions •Current equipment and materials •Storage, loading, and transportation logistics •Key control and access methods •Current staffing structure Our team will meet with the current cleaning staff to get an understanding of each cleaner’s roles and responsibilities, as well as an indication of which cleaners will plan to join our team, and which positions may need to be filled. This will also allow as much time as possible for the hiring process, if needed (recruiting, background checks, orientations, etc.). Phase 2: Systematic Planning The second phase systematically addresses the planning process. The cornerstone of our planning will be a resource referred to as our Transition Grid- a checklist of each key element involved in a successful transition, with dates and timelines blocked out to ensure all items are completed by the required start date. A partial example of a Transition Grid is provided on the following page (a full copy is available by request). Using our Transition Grid, we will proceed with establishing a service model to be deployed within the facility, as well the acquisition (or requisition) of supplies and materials, uniforms, tools, and equipment. We will also put in place the structural management support needed, which will involve determining internal job assignments and responsibilities. Any site-specific safety guidelines must be logged into our Site Resource Guide, and MSDS sheets or other chemical and product information will be provided to the facility contact. Preliminary trainings of staff will also be conducted, and ongoing training schedules established. If there is specialized training needed (such as sharps or trash compactor training), it will be delivered to relevant personnel, and included in ongoing trainings as required. Transition Plan SERVICE DELIVERY 15 Sample Transition Grid SERVICE DELIVERY The below graphic is a partial example of a DMS transition grid, a resource used to outline the transition process with dates/timelines, and a detailed checklist of tasks to be performed by our transition team. The full transition grid template can be provided upon request. 16 Phase 3: Administrative Infrastructure This phase will incorporate the internal operating and administration of the contract. Here, we will put in place the supporting resources needed to effectively establish the location with the DMS infrastructure and channels of communication for all functions of the contract. This will include finalizing the agreement, creating a job master form based on current occupancy, providing certificates of insurance, conducting risk analyses, updating our labor management systems and electronic quality control programs, and more. Phase 4: Lead-In to Start As the start date approaches, we move to our physical preparations such as loading into the property any supplies or equipment, and distributing materials as needed. At this time, supplementary staff may also be assigned and scheduled for impact services if there is significant project work (ie: floor care, detail cleaning, etc.) that will take place in the first weeks. With the guidance of your security department, we will put in place the necessary reporting procedures, entry or exit requirements, and key control methods, as well as develop an understanding of any special access areas or alarm codes needed. A DMS team contact list will also be provided to property management. The contact list will include all supervisors and administrative personnel associated with your account, as well as emergency contacts. Phase 5: Job Start The first day of service is an exciting milestone, but we consider it the start of the next phase of the transition- not the end. For several weeks, our attention will remain hyper-focused on implementing our program successfully and establishing the DMS way as routine for our on-site team. During a job start, DMS management will be present on site. Our supervisors will be closely monitoring the completion of the work, and providing support and encouragement to our crew as they make adjustments to any new processes or techniques. In the weeks that follow, our team will remain in close communication with yours, keeping you apprised of our progress and requesting feedback on our performance. We will work with you to address any errors or deficiencies your staff or tenants may be experiencing throughout the transition, and will follow up to ensure we have made the appropriate adjustments. Going forward, a plan for routine oversight and ongoing communication will be in place, and our quality control plan will take effect. The transition process is only the beginning, and we will devote our best efforts to making it a great one. But be assured that our commitment to quality service will remain constant throughout our partnership. Transition Plan SERVICE DELIVERY 17 QUALITY SYSTEMS 18 Overview The DMS Quality Control Plan is our process for monitoring, evaluating, and improving our service quality. Our service delivery systems may be excellent, but further work and attention is still needed. Through consistent routine oversight, gathering customer feedback, and striving for continuous improvement, we can not only achieve our service quality goals, but maintain them long term. Understanding the Requirements The scope of work and service level agreements are the cornerstone of monitoring performance. Our managers and administrative teams will keep a copy of your facility’s scope and SLAs readily accessible. Some customers may have a scope of work already in place, and some may choose to work with DMS to create or modify an existing version for their property. We are happy to assist with this process however our clients prefer. Once a clear understanding of the requirements has been established, we have the infrastructure needed to track and monitor our performance. QUALITY SYSTEMS Inspections: Upon starting a job, our customer’s scope of work is entered into one or more electronic inspection systems. Each item in the scope is set to the appropriate frequency (daily, weekly, monthly, etc.). Our cleaning leads, Area Supervisors, District Managers, and Account Managers will conduct site visits and perform frequent evaluations and or inspections using this tool as a guide. A report will be generated based on their findings. This report may contain a description of deficiencies that includes photos, or it may be a formal inspection that produces a percentage score. Our team may also use hard copy inspection forms to document areas where improvement is needed. Inspection reports are all reviewed by DMS supervisors, and are accessible to customers at any time by email or through portals in our electronic inspection programs, CleanTelligent and Orange QC. Measuring Performance Quality metrics will be based on the cleaning specifications, service level agreements, and DMS standards. Performance is measured through inspections, completion reports, customer review meetings, and customer feedback surveys. 19 Barcode & QR Scan Reporting Personnel are often required to complete an electronic scan report, which can be used to track completion of cleaning duties, disinfecting, health and safety compliance, or even start and end times of their shifts. Employees will use their phone or iPad to scan a bar code, which has been strategically placed in a discrete location at the facility. From here, they will be directed to fill out a checklist or survey designed to collect information from their work day (or evening). Customer Review Meetings One of the most important measurements of our performance is our clients’ feedback. Management personnel take every effort to stay in close communication with our contacts both on and off site. District Managers and Account Managers conduct frequent check ins with property management, via phone, email, and in person, where they may relay important updates, discuss completion of a work request, or check if there are any issues with service. In addition, formal meetings are scheduled, where property management and DMS management often walk the facility together and discuss performance. These meetings are usually scheduled once per month, but the frequency is at the customer’s preference. Measuring Performance QUALITY CONTROL Our system uses various customized identifiers to create a record that will produce the required information. For example, data captured may include the area serviced, tasks completed, date and time, cleaner or device, and GPS location. After collecting the information from these scanning systems, a report is generated and shared amongst our supervisors. A copy may also be shared with our clients at their preference. Periodic and thorough reviews of the scan reports enable us to verify completion, analyze trends, and proactively uncover deficiencies that need to be addressed. DMS also offers quarterly business reviews. Here we will meet with your team and review all aspects of the account- including performance, costs, staffing levels, consumable supplies, and more. This serves as an opportunity for both of our teams to see an overview of the program, and identify where there may be room for improvements in service quality, materials or products, efficiency, and potential cost savings. 20 Customer Feedback Surveys & Evaluations The customer feedback survey is one of our strongest tools in striving towards continuous improvement. The goal of these surveys is to offer the recipient a quick and easy way to report their feelings about their partnership with DMS. Surveys are generally administered on a quarterly basis and can take many forms. A customer may be asked, for example, to evaluate aspects of our cleaning, provide insight on modifications that might benefit our program, or share feedback on how current events may have created new challenges at their property. Our customers may also be provided with a checklist or self evaluation form, which they can fill out at their convenience. This offers a hard copy more traditional alternative to customers who prefer to share their thoughts through non electronic methods. All responses are recorded and reviewed by DMS management. Based on the feedback received, our team will discuss the results and formulate an action plan to respond appropriately. Corrective Action & Continuous Improvement DMS will respond to all feedback – positive and negative. Deficiencies, issues, or mistakes are expected to occur, as with any job, but it is how they are addressed that speaks to our organization’s commitment to quality. If a concern or complaint about service is received by property management (or their occupants), our team follows a documented feedback cycle. First, a DMS supervisor will meet with property management and discuss the issue to ensure full understanding of where the concerns are. Next, our team will formulate a corrective action plan, which will be shared with with our contacts. After implementing the plan, DMS will keep our contacts apprised of our progress towards improvement, sharing reports, photos, and updates on our performance under the plan. After the appropriate period of corrective action, and when our supervisors feel improvements have been achieved, our team will schedule a follow up meeting with property management to ask for their feedback and confirm that we have reached our corrective goals, and that any concerns have been fully addressed. While issues may be expected- repeat issues shouldn’t be. All forms of feedback reinforce our commitment to continuous improvement of our systems, processes, service, and ultimately the quality of our company. Corrective Action & Continuous Improvement QUALITY CONTROL 21 HUMAN RESOURCES 22 HUMAN RESOURCES Hiring and Retention DMS is signatory to the Maintenance Contractors Agreement (MCA), with United Service Workers West, SEIU, local 1877. This is the prevailing agreement, in California, for the janitorial industry. Principally, two agreements cover California and DMS is signatory to both. Overview At DMS, we see our people as our most important asset. Developing and retaining a strong team is the foundation of our quality as an organization. From labor selection to career advancement opportunities, we invest in our people, providing multi-level trainings and support, and seeking to foster job satisfaction at all levels. Recruitment & Selection The labor selection process can be a key determinate of success in any job, which is why DMS has a conscientious and thorough labor selection process in place. This process begins with searching for quality candidates. Our dedicated internal recruiters take lead on this as they work each day to fill all positions. Candidates are are found and recruited from a vast, long established network of contacts in the work force. These contacts have been formed, nurtured, and maintained for years by DMS operations managers and supervisors. Some sources of applicants include the State of California Employment Development Department, the CETA Program, Private Industry Council, Referrals, Local Advertisements, Unions, Trade Shows, and Social Media / Business Networks. Screening and Background Checks Based on its existing book of business, DMS Facility Services has one of the most thorough background and employee identification programs in the country. DMS starts with the use of the E-verify employment verification process provided by the federal government. Documents are obtained on the first day of work, verified and submitted for verification. Work history is verified prior to employment. Other forms of background checks, such as criminal, or drug screening, will be performed at the request of our customer. Employee Retention In an industry where turnover is extremely high, DMS recognizes the importance of developing and retaining a quality work force. This starts with providing our people with the support, training, and guidance they need, as well as recognizing and rewarding exceptional performance. We focus on providing opportunities for career advancement through fully subsidized education courses, as well as a commitment promotion from within. In addition, we seek to show our appreciation to our teams with recognition programs like the Shiny Bucket Award for exceptional performance, team lunches or dinner celebrations, as well as gifts or gift cards, pay raises, and bonuses whenever merited. These practices promote loyalty and dedication in everyone from our crews to upper management. Through investing in our people, we continue to develop and retain a team of which our organization and customers can be both proud and grateful. 23 Training DMS personnel are fully trained on all aspects of their role. This training includes includes onboarding and general orientation, job specific responsibilities, ongoing/recurring training, safe practices, specialized skills, and even educational or certification opportunities. At each stage, our managers and directors provide the information, guidance, support, and reinforcement to ensure that our team members have a strong grasp on what is expected of them and how to excel at it, as well as how to develop towards recognition and advancement opportunities. Job Specific Responsibilities Once an employee is assigned to a job site, managers train them on their responsibilities which will be specific to that property. The employee is given a work plan which will include the tasks, frequencies, and areas for which they are responsible. This also includes any periodic work built into their schedule such as weekly/monthly detail dusting, glass cleaning, power washing, etc. If there are specific security measures, key control protocols, or access restrictions at the property, our crew will receive training on this as well. Ongoing / Recurring Trainings After an employee has transitioned into their role at a property, they will receive ongoing (usually monthly) trainings on all DMS standards – including safety, health/hygiene, green cleaning, and more. This list, which includes the below, is updated frequently: •Hazard Communication Program •Vacuuming Safety •Personal Protective Equipment •Proper Lifting Techniques •Trash Removal Operations •Rest Room Cleaning Safety •Slip, Trip and Fall Prevention •Electrical Cord Safety •Fraud •Non-Harassment •Emergency Preparedness HUMAN RESOURCES Training & Development Orientation and Onboarding New employees are introduced to DMS Facility Services during an orientation training program. This training course covers our employee handbooks, which contain DMS’s standard policies and expectations, the employee benefits program, and other support documents which guide our hires through the onboarding process and set them up for success. A thorough overview of DMS goals, rules and regulations, and expectations is reinforced during an additional training session using DMS’ multi-media employee orientation. 24 Specialized Training For certain job assignments, a specialized skillset may be required. Employees who are placed at a medical facility, for example, will receive additional training on how to handle bloodborne pathogens, sharps (objects like needles that can puncture skin), as well as proper disposal methods of biohazardous waste. Our team may also be working in a critical environment, in which case, they would complete our Cleanroom Training Protocol course, where topics like gowning, transfer of materials, and other general clean room protocols will be covered. In addition, there may be special equipment or machinery our team may be responsible for operating – such as special floor equipment, golf carts, or even a trash compactor. These types of responsibilities will require additional training to ensure safety and proper usage, which our managers will conduct with any relevant personnel. Educational and Certification Opportunities DMS encourages our personnel to take advantage of additional learning opportunities provided to them, and many motivated team members choose to go above and beyond their day to day duties in pursuing higher level training courses and certifications. We provide access to learning courses through internal as well as external sources. Advancement and Career Development DMS Facility Services is committed to advancing the abilities and skill sets of all personnel. Managers work with entry level hires one-on-one to help direct their career path and develop their skills towards promotion and career advancement. Our team achieves immense growth through constant exposure to educational and professional arenas. supervisors, managers, and executives are encouraged to pursue high level industry credentials offered through organizations like ISSA, BSCAI,. BOMA, and many more. Through these programs, our higher level personnel have not only obtained invaluable industry knowledge, but have been able to discover and develop their career path towards the direction they find most fulfilling, creating job satisfaction and company loyalty. As the tenure and commitment of our team grows, so do the skills and expertise we bring to our customers. We not only are able to provide exceptional work to the facilities we service, but also can act as a reservoir of industry knowledge and guidance to our clients at each interaction and throughout our partnership. One of our most active certification programs is our partnership with the BSP (Building Skills Partnership) organization. Through BSP, our cleaners have attained valuable industry knowledge and credentials in areas like disinfecting, or language and customer communication skills. These courses are fully subsidized and offered to our employees at no additional cost to them. HUMAN RESOURCES Training & Development 25 HEALTH & SAFETY 26 Regulatory Compliance DMS is fully compliant with all applicable OSHA (Occupational Safety and Health Administration) and/or state employee safety and health regulations. This includes (but is not limited to) standards pertaining to the following: Overview DMS places the utmost importance on maintaining the health and safety of our employees, our customers, and their occupants. Areas where we have excelled as industry leaders include our strong regulatory compliance, accident prevention, consistent training, unique educational opportunities, and reliable and innovative solutions in infection control. Our goal is not only to deliver quality work, but to also ensure that we are also assets in protecting and facilitating the health and safety of the communities that we service. Regulatory Compliance SAFETY & HEALTH •Personal Protective Equipment (PPE) •Hazard Communication •Bloodborne Pathogens •Ventilation & Air Contaminants •Materials Handling and Storage Our compliance is measured and verified through both internal and external audits and inspections. DMS supervisors perform monthly inspections at each job site, and are responsible for observing and reporting any safety issues. In addition, the CIMS Standard calls for rigorous safety compliance audits in order to obtain certification and recertification (which DMS has achieved for over a decade). Audits are conducted by an independent accredited assessor who reviews all processes, documentation, and field implementation every 2 years. The graphic below is an example of safety inspection metrics used by our supervisors. •Occupational Noise Exposure •Toxic or Hazardous Materials and or Substances •Electrical Safety •Equipment Inspections and Protocols •Occupational Health and Environmental Control 27 Training and Safety Protocols The objective of our safety program is accident prevention through consistent reinforcement. Thorough and consistent training is vital in reducing the number of mistakes or deficiencies which could lead to incidents. All managers are trained on a monthly basis by our Safety Director. Managers implement the list of all topics and repeat the trainings at each job site with their on site crew, where completion is signed and documented. A partial list of topics included in our safety training program is provided below (new topics are added to the program as often as needed). •Hazard Communication Program •Blood Borne Pathogens •Vacuuming Safety •Personal Protective Equipment •OSHA 300 Log •Proper Lifting Techniques •Trash Removal Operations •Slip, Trip and Fall Prevention •Electrical Cord Safety •Fraud •Non-Harassment •Emergency Preparedness •Rest Room Cleaning Safety Training and Accident Prevention SAFETY & HEALTH Personal Protective Equipment Cleaners are required to where all appropriate PPE (personal protective equipment) at all times while on duty. This includes protection for eyes and face, head, feet, hands, and respiratory protection. The type of PPE worn by cleaning personnel will depend on their duties. For example cleaners for a typical office facility would be required to wear a face mask and gloves, while those working in a clean room or critical environment may wear additional items such as a hairnet, gown, and booties. Employees cleaning in industrial settings would likely need to have a hard hat and safety goggles at the ready. Cleaners are fully trained by their supervisors on the proper use, handling, and storage. Sufficient PPE will always be provided at no cost to the employee, and DMS supervisors are responsible for monitoring supply to ensure the items needed are readily accessible to our personnel. Potentially Hazardous Materials and Substances Particularly relevant in the cleaning industry is the risk of exposure to potentially hazardous materials and or substances. This most frequently includes all chemicals, blood-borne pathogens, and sharps. With each potential hazard, thorough and consistent training is vital to preventing injury or health risks. 28 Chemicals When using, handling, storing, and transporting chemicals, all personnel are fully trained to adhere to the manufacturer’s instructions, as well as federal, state, and local standards/laws. Among the most relevant in the day-to-day of our crews is the OSHA Hazard Communication Standard. All hazardous chemical information is clearly identified through a documented communication plan, which ensures proper procedures for maintaining Safety Data Sheets (SDS), chemical inventory, and employee trainings. Safety data sheets for all chemical products being used at a facility are stored in a location (usually a janitor’s closet) which is readily accessible to employees at any time. Products and applicators in use must be properly labeled, and frequently updated to ensure labels are consistent with the most current SDS information. SDS sheets are available to be shared with our customers at any time upon request. Employees are also trained on all appropriate disposal and recycling procedures. Blood Borne Pathogens DMS follows the Blood-Borne Pathogen Standard, and has an exposure control plan in place. The plan details methods to prevent and reduce exposure, protocols to follow in case of an exposure, and procedures for decontamination using appropriate disinfectant chemicals. This plan is reviewed and updated annually. Any employee who is placed at a job site where exposure is a risk (for example, a medical facility) will receive training on the exposure control plan prior to starting their position, as well as ongoing training occurring annually. They will also be offered the hepatitis B vaccine at no cost to them. Sharps Employees are provided training on how to handle any sharps (needles or other objects that can puncture skin) found during their duties. Cleaners are trained on proper handling and disposal techniques, which includes separation of sharps from other waste into the appropriate containers. Cleanroom and Critical Environment The unique type of space referred to as a “cleanroom” indicates a contamination-free environment where high-tech manufacturing, medical, or assembly take place.Proper adherence to the specific protocols of a cleanroom is essential to the integrity of the product or material inside, and often to the safety of the cleaner. DMS supervisors must complete our Cleanroom Protocol Training & Certification Program, and are responsible for ensuring each employee receives this training if they are to be working in a critical environment. Not only must they be trained on the standard procedures for this type of environment, but also on the protocols pertaining to the specific cleanroom where they will be working. Some of the topics covered in their trainings are listed below. •Gowning & De-gowning Procedures •Transportation of Contamination from Surfaces •Prohibited Items •Moving Equipment, Tools, Materials in and out •Wiping Tools & Surfaces Training and Safety Protocols SAFETY & HEALTH 29 Ergonomic Safety Cleaning can be stressful on the body. Avoiding poor practices and fostering proper cleaning techniques helps avoid injuries, accidents, and detrimental long term health effects. A major component of our safety program is standardizing the safest and healthiest ways for our staff to perform their duties. DMS personnel are taught the proper form and body posture to use while working. This applies to many actions involved in cleaning – especially bending, lifting, reaching, or operating something heavy. Cleaners are also reminded of the importance of stretching and taking breaks at the appropriate intervals. Accident Prevention DMS has an Executive Safety Committee that meets on a quarterly basis. This meeting is directed by the Vice President of Risk Management. Participants include the Claims Director, Safety Managers, and Division Managers from each region. Additional guests include Loss Control Consultants, guest speakers, and Area Managers. Loss trends and causation factors are analyzed at each meeting with the purpose of preventing and reducing incidents. The safety program is also reviewed with emphasis on the efficacy of safety training and inspections and methods for improvement. Additional items discussed may include Risk Management trends, goals for upcoming years, presentation of safety topics, and new incentive programs. All accidents are investigated by DMS Supervisors to identify the root cause and reduce the likelihood of a recurrence. Incidents that include trends or that may be more severe will be investigated by the Risk Management Department to assure the health and wellbeing of the injured employee and to minimize a recurrence. Witness statements are taken where applicable, and all investigations are in written form and are archived internally. Investigations may include reevaluating a process, chemicals in use, adequacy of equipment and/or condition, communication barriers, and organizational functions that may have contributed to the incident. Equipment and Supply Standards DMS will ensure that all equipment will be used properly and will meet applicable safety requirements. Managers and supervisors will perform routine inspections to assure that equipment and supplies are always in safe working condition. Inspections will be documented and kept on file by our Safety Director. Electrical equipment must operate at full rated performance levels using existing building electrical circuits. Employees must follow all protocols to avoid exceeding the capacity of the electrical circuits. Accident Prevention SAFETY & HEALTH 30 Infection Control DMS has established itself as an industry leader in disinfecting solutions. As our customers’ needs for these services have skyrocketed in recent years, we have been dedicated to always providing our client base with accessible, safe, and reliable disinfecting solutions when they need it most. Moreover, we have been at the forefront of innovation in this sector. DMS has lead the way in incorporating technologies like electrostatic and ultraviolet disinfecting into daily and nightly cleaning programs. Not only do we deliver these unique services, but we have innovative systems in place to verify completion, such as QR scan technology and ATP testing swabs. Highlights of our Infection Control program include: •High Touch Point Cleaning •Electrostatic Technology •Ultraviolet Disinfecting Equipment •ATP Testing •Reliable Chemical Disinfectants on EPA “List N” •Expertly Trained Personnel •Unique Educational and Certifications Opportunities The services we have performed for our clients are invaluable, and have helped to keep our team, customers, and communities safe. We also serve as an educational resources for many of our customers seeking information or education for their teams and crews. Disinfecting is a multi-step process. Surfaces should be clean and free of soil before they can be effectively disinfected. If soils are present when disinfecting begins, these substances or particles may block the chemical from achieving proper contact with the area to be disinfected. 3 – Step – Process Surface is cleaned with an appropriate cleaning chemical and microfiber towel, removing any soils present. STEP 1 Disinfectant is then applied to the surface, allowing the it to remain wet for the proper dwell time (the amount of time the chemical must remain active on the surface in order to achieve its bacterial kill claim). STEP 2 Surface is wiped clean with a fresh microfiber cloth, removing excess chemical, and leaving the surface clean and disinfected. STEP 3 DISINFECT CLEANCLEAN Infection Control SAFETY & HEALTH 31 Level 1 Disinfecting is also referred to as “Enhanced Cleaning” involves disinfecting the high touch points at a facility. High touch points are the surfaces in a facility that receive the most “touches” throughout the day (door handles, light switches, elevator buttons, etc.), making them the surfaces most at risk to gather germs or bacteria from the people that interact with them. By increasing the frequency of cleaning and disinfecting these ‘high touch points’, we can help reduce the risk of coming into contact with contagions that may gather on these surfaces. Level 2 Disinfecting is performed by either a thorough manual wipe down of all areas needed with appropriate disinfectants, or with electrostatic technology- an innovation that utilizes charged chemical fogging to disinfect and sanitize surfaces within a space. These specialized devices are completely mobile, drawing from a chemical containment chamber either in a backpack or handheld sprayer. Once the electrostatic feature has been activated, the user sprays the chemical, and the particles automatically ‘seek out’ and cling to the surrounding surfaces, due to the positive charge and electronic attraction. This means that more surfaces (including those which may be difficult to access) can be reached by the disinfectant. LEVEL 1 LEVEL 2 Level 3 Disinfecting is most often requested by our clients when an exposure is suspected or confirmed. In addition to the processes involved in a Level 2 disinfecting, this service calls for elevated levels of Personal Protective Equipment as well as very specific procedures that our crew will follow in handling the exposed areas. Our personnel are fully trained to proceed with the Level 3 process, and ensure they meet the CDC guidelines while performing these services. LEVEL 3 Disinfecting with ultraviolet technology is a process by which short-wavelength ultraviolet (UV-C) is harnessed to inactivate microorganisms. In special cases, our clients may have areas that cannot be exposed to moisture, but that require disinfecting. In this situation, DMS utilizes a unique innovation called The MoonBeam 3 . This device uses ultraviolet technology to disinfect the areas required without exposing them to moisture or other typical chemical disinfectants. ULTRAVIOLET Disinfecting Services The following is a list of services accessible to our customers upon request. All services and procedures are CDC compliant, and all personnel are fully trained to meet important standards for safety, health, and effectiveness. Infection Control – Disinfecting Services SAFETY & HEALTH 32 Education and Certification In June 2020, Building Skills Partnership (BSP) launched the Infectious Disease Certification Program throughout California with leading industry employers. Workers who complete and obtain certification receive a badge symbolizing the role they contribute to create safe building environments. Our cleaners have been participating in this program for the last 2 years, and have earned their certifications. A partial list of topics covered includes: •Identifying areas of high touch •Using proper PPE and when to dispose •More knowledge on COVID-19 and how to minimize spreading the virus •Use of disinfectant and identifying proper dwell time for surfaces •How to apply disinfectant without damaging sensitive surfaces •How to protect themselves and others (tenants, families) when service is delivered for each tenant •Changing gloves between different floors and/or tenants •Proper diluting of disinfectant •Disinfecting equipment when •moving to another floor Infection Control – Education & Certification SAFETY & HEALTH DMS Managers have also earned specialized certifications in disinfecting, through organizations like the ISSA (International Sanitary Supply Association) and BSCAI (Building Service Contractors Association International), as well as through internal training programs. Some certifications held by our management include: •GBAC Trained Technician •Disaster and Pandemic Task Force Covid-19 Disinfection Specialist •Hantavirus Pulmonary Syndrome Awareness Rodent Decontamination Specialist 33 EQUIPMENT & PRODUCTS 34 Practices & Protocols for Usage The most important pillar of our equipment and products program is safe and proper usage- that includes safety for our team, the facility occupants, the equipment itself, and the surfaces on which we are working. DMS personnel are fully trained on the proper practices and protocols of all products in use. Below are the major tenets of our equipment program. DMS Personnel will ensure that all equipment and supplies will be used properly and will meet applicable safety requirements. Managers and supervisors will perform routine inspections to assure that equipment and supplies are always in safe working condition. Electrical equipment must operate at full rated performance levels using existing building electrical circuits. Employees must follow all protocols to avoid exceeding the capacity of the electrical circuits. All equipment will have non-marking wheels, adequate bumpers and guards to prevent marking and scratching. DMS will maintain one complete set of Operating and Maintenance instructions for each type of equipment and item of supply used. We will have access to backup equipment, trained employees, and spare parts. The labeling of containers with hazardous materials will be in accordance with applicable regulations. DMS will label the storage locations on shelves in each custodial closet for chemicals, small tools and supplies. All containers with delicate items will be marked (on at least one side) to clearly identify this condition. DMS managers will provide your company's representative with a copy of the Material Safety Data Sheet (MSDS) for each chemical used, as required by OSHA. DMS will also maintain these in a separate file. Practices & Protocols EQUIPMENT & PRODUCTS Overview: The tools of the trade are a key component in the strength of our organization. The equipment and products DMS chooses to incorporate in our services are safe, effective, environmentally conscious, and bring innovative solutions to our customers’ facilities. As the industry evolves and new options emerge, DMS focuses on making strategic purchases that bring value to our team and to our clients. 35 Advance Sprite Air Scoop Classic Wet/Dry Vacuum-Comes standard with 1.3-HP vacuum motor. Designed for efficient pick up of water. Advance AquaPro H Portable Extractors-Features a 150 psi water pump. Also featured is 212° instant heat water temperature at the nozzle. NSS 20” 1500 RPM Vac-Trac Burnisher-1.5-HP DC motor. With its Vac-Trac internal vacuum system, this machine burnishes and has a dust removal system. Surge CXC 1200. The Surge CXC 1200 allows tile and grout cleaning and restorative carpet cleaning from the same machine. The CDS 4.8 has been the most popular van-powered system for two decades. It features OverDrive Power Train Technology that takes the hard work out of tough residential and commercial cleaning jobs. The Doodle Mop & Doodle Scrub Deluxe is designed for everyday floor mopping & improved soil removal. The 4000 rpm motor drastically improves cleaning vs hand mopping. Whiz. A fully autonomous vacuum sweeper, Whiz completely reinvents commercial carpet cleaning, using a trusted AI platform to deliver a higher quality, more efficient clean, with proof of performance. The Protexus System. The electrostatic disinfecting and decontamination system that utilizes positively charged particles that cling to surrounding surfaces. Equipment Innovation Our clients deserve to feel that they are getting the ‘latest and greatest’ in equipment technology. For this reason, DMS has been committed to staying on the cutting edge of cleaning innovation. Not only does it keep us on the leading front of the industry, our equipment purchasing decisions play a large role in how efficiently and effectively we can perform. With extensive industry expertise, we are able to make strategic product choices, and build a reliable arsenal of cleaning equipment. Below are some highlights of our equipment program. ProTeam Backpack Vacuum. The ProTeam backpack vacuum provides efficiency in daily carpet cleaning. The 4 Level Filtration® system is composed of Intercept® lining, a cloth filter bag, H.E.P.A. filter, and sound dampener / air diffuser. KaiVac 1750 No-Touch Cleaning® The KaiVac 1750 combines high capacity, high power, and compact size. Equipment Innovation EQUIPMENT & PRODUCTS 36 Alpha-HP Multi-Surface Disinfectant Cleaner Crew® Bathroom Cleaner & Scale Remover Emerel® Multi-Surface Crème Cleanser Extraction Rinse SC Extraction Rinse General Purpose Spotter with Percolator Technology Glance® NA Glass & Multi-Surface Cleaner Non-Ammoniated High Mileage Floor Finish Floor Finish Oxivir Tb (US) General Virucide, Bactericide, Tuberculocide, Fungicide, Sanitizer Pro Strip SC High Efficiency Floor Stripper Prominence Heavy Duty Floor Cleaner Spitfire® SC Power Cleaner Tempest SC Solvent-Free Cleaner/Degreaser Chemical Products DMS uses safe, reliable, and environmentally conscious chemical products. Our team understands the need to provide effective cleaning solutions while also protecting the integrity of the surfaces being cleaned and prioritizing the safety of the occupants in the space. Our supervisors maintain a full list of all chemical products being used each facility, and this list is updated as changes occur. Our partnership with the trusted chemical manufacturer, Diversey, has allowed us to provide our clients with high quality and cost effective cleaning solutions, many of which are included in the listed below: Green Chemicals & Equipment DMS’s commitment to green cleaning is evident in our choices of products and equipment. Many of our chemicals carry green certifications, and our crews are equipped with technology designed to make cleaning more efficient, safer, and better for the environment. Below is a partial list of green cleaning chemicals and equipment included in our program. Chemicals & Green Products EQUIPMENT & PRODUCTS PRODUCT CERTIFICATIONS / GREEN QUALITIES Alpha-HP Multi-Surface Disinfectant Cleaner Green Seal GS-37, GREENGUARD, Indoor Air Quality Crew® Bathroom Cleaner & Scale Remover Green Seal GS-37 Aquaria® Floor Finish Green Seal GS-37 Freedom® SC Stripper Green Seal GS-40 Glance® NA Non-Ammoniated Glass Cleaner Green Seal GS-37, GREENGUARD, Indoor Air Quality Microfiber (color coded system)Prevents cross contamination by color coding departments 3M Easy Scrub Flat Mop Express System Product design makes disinfecting safer and more efficient 3M Easy Shine Applicator System Backpack is ergonomically designed with a reusable pouch 37 GREEN CLEANING 38 Healthy High Performance Cleaning Healthy High Performance Cleaning Commitment: DMS made the commitment to use comprehensive green cleaning processes and materials beginning in January 2006. As well as being environmentally responsible, studies show that improved practices can greatly reduce dust, bacteria, fungi, and volatile organic compounds (VOC’s), with concomitant reductions in illness and absenteeism. Green Cleaning is not only good for the community, it’s good for business. Chemicals Phase in “Green Seal” approved cleaning chemicals. Green seal is an independent non-profit organization that strives to achieve a healthier and cleaner environment by identifying and promoting products and services that cause less toxic pollution and waste, converse resources and habitats, and minimize climate change and ozone depletion. Equipment DMS will use green cleaning equipment. Environmentally preferable cleaning requires equipment that is designed with the environment in mind. DMS will use three-step filter vacuums that adhere to HEPA (High Efficiency Particulate Air) filter standards that specify that 99.97% of all particulates are collected. Floor machines will have dust collecting capabilities. Carpet extraction equipment will be utilized that uses controlled applications of cleaning materials and less water to meet specificat6ions that carpets should dry within 24 hours to cut down on mildew and mold. Virtually every machine used will have an environmentally preferable equivalent that, when combined with the right cleaning agents, makes a substantial impact on VOC’s and worker and tenant safety. Microfiber and Reusable / Launderable Mops and Tools Instead of using throw-away sponges and rags, microfiber cloth will be reused hundreds of times. Microfiber cloth has a positive charge while cleaning, hence attracting direct, grease and dust found on surfaces which bears a negative charge. Microfiber is a superior, chemical free, hypoallergenic textile. Additionally, DMS will use high quality launderable microfiber flat mop systems. At any site, DMS can serve as a resource and a true partner in our clients’ green initiatives. With such a diverse client base, we have worked with properties at all stages of the green cleaning conversion, and those who strive to keep pace with the evolving best practices. No matter the stage, DMS comes ready and willing to assist and guide. As an active platinum member of the US Green Building Council, DMS is a valuable asset to our clients in providing healthy high performance (green) cleaning and achieving their green cleaning goals. The green cleaning conversion has three primary elements: GREEN CLEANING Please note that DMS has created a full Green Cleaning Plan, which is available at any time upon request. The following pages are meant to provide only an overview of our program. 39 Healthy High Performance Cleaning GREEN CLEANING Customer Benefits of Green Cleaning Practices Becoming LEED certified is good business. LEED (Leadership in Energy and Environmental Design) certified buildings enjoy government incentives, marketing benefits, and increased property value. Buildings that apply for certification earn LEED points for using green cleaning products and practices. As a total solution, DMS Facility Services can produce 67% of the total points needed to maintain LEED status certification. Environmentally friendly cleaning creates healthier surroundings. Green cleaning helps improve indoor air quality and reduce the health problems that traditional products may cause. Healthier environments increase productivity and marketability. Healthier employees mean happier employees. Statistics show increased worker satisfaction, improved morale, reduced absenteeism, and increased productivity and efficiency. Employees and customers appreciate knowing that green practices are used in the building. A green cleaning program helps you market your business as a socially conscious one. Green programs help the earth. Using environmentally friendly equipment and products in the right manner helps decrease air pollution, water pollution, ozone depletion and global climate change. Green practices also promote recycling, reduce the use of raw materials, and minimize toxic products requiring disposal. Green cleaning helps green the bottom line. An effective program can reduce costs to building management, tenants, and/or the janitorial company including costs associated with sick leave, health care, productivity loss and litigation. In addition, green cleaning practitioners use energy-efficient equipment (e.g. vacuum cleaners) and focus on preventative maintenance to reduce future expenses. Sustainability increases building safety and protects property values. While the crux of green cleaning is about reducing health risks for humans and other living things, the process provides other benefits to the facility. Green products are less hazardous and reduce the risk that janitors, the facility or an occupant will be harmed by a product. DMS Facility Services goes to significant lengths to be true stewards of the environment. DMS is a very active Platinum Member of the U.S. Green Building Council and participates in any and all sustainability initiatives. DMS Green Cleaning Program GS-42 Standards Sustainable Cleaning Products and Materials Sustainable Cleaning Equipment Entryway Systems Indoor Integrated Test Management In House LEED-AP 40 LEADING THE INDUSTRY 41 Process & Requirements DMS Facility Services has undergone a comprehensive assessment of its management structure by an independent accredited CIMS assessor and has demonstrated the ability to deliver consistent quality services designed to meet customer needs and expectations, as well as having been certified with Honors for its Sustainability Program. Some items reviewed during the assessment included: •Quality Systems •Service Delivery •Human Resources •Health, Safety and Environmental Stewardship •Green Cleaning •Management Commitment CIMS (Cleaning Industry Management Standard DMS is in an elite class of janitorial providers (less than 1%) who can claim the achievement of CIMS-GB Certification with HONORS. CIMS (Cleaning Industry Management Standard) is a certification awarded by the ISSA (International Sanitary Supply Association). Honors and Achievements: DMS Facility Services is the first California based company to achieve this designation and one of first institutions to be honored nationally. DMS exceeded expectations by reaching this goal with honors both for its cleaning program, business practices and its green program. We are also a proud recipient of the Decade Award, having been CIMS certified since 2008. Assessments are followed by verification in multiple offices with clients and employees, where implementation and commitment to the CIMS standard is tested and proven. Notable Certifications & Credentials LEADING THE INDUSTRY 42 LEADING THE INDUSTRY Six Sigma Black Belts Six Sigma is a process by which an organization analyzes it’s systems with the goal of reducing or eliminating defects and inefficiencies. By committing to a continuous improvement of its processes, the organization can achieve optimal product/service delivery and the highest level of customer satisfaction. DMS upper management are Six Sigma at the Black Belt level. With key concepts like “the customer is king”, and emphasis on efficiency, flexibility and responsiveness, Six Sigma serves as a strong guide to excellence and continuous improvement. GBAC-Trained Technicians The GBAC certification is an achievement in disinfecting expertise, acquired through the Global Biorisk Advisory Council. Now more than ever, disinfecting services are vital to our customer, as is the confidence that the team performing these services has been fully trained in the proper procedures and best practices. In addition to internal trainings and extensive field experience, DMS managers have completed the GBAC- Trained Technician course and are extremely well prepared to address our customers’ disinfecting needs. Well Accredited Professionals The International WELL Building Institute is an organization dedicated to fostering the well being of building occupants. The WELL Building certification signifies that a property has met significant health standards in concepts such as water and air quality, lighting, access to nutrition or exercise space, mental health and community services, and more. On the DMS team are WELL Accredited Professionals, who have achieved credentials in the WELL Building Standard, and can assist our customers in their goals to get their property or portfolio WELL Certified- an impressive classification that can be appealing to current occupants and potential tenants. Notable Certifications & Credentials Partnerships & Affiliations Our success has not only been built on delivering top-notch service, but also on establishing ourselves as an industry leader. In order to fully understand and keep pace with our clients’ evolving needs, we keep company with reputable organizations that foster community among those in our industry. Through these strategic partnerships, DMS has had the opportunity to stay current on significant industry news and trends, attain unique access to equipment, technology, and supplies, and participate in valuable and prestigious education opportunities and certification programs. 43 DMS Facility Services is also a Charter Member of and serves as a Managing Partner in the National Service Alliance. The National Service Alliance (NSA) is comprised of the “best of the best” building service providers in North America, owned by seven (7) leaders in the industry. With these Managing Partners, the NSA sets the standards for high-quality, cost-effective facility solutions while maintaining “hands-on” management. With combined revenues in excess of $1.5 billion, over 30,000 employees, and combined 230 years of experience, the NSA leads the industry with cutting edge technology and innovative solutions. In addition to the owners, the NSA supports a growing number of associate members strategically located across the United States, Canada and Puerto Rico. Associates range from small to medium size privately owned building service providers that are committed to the standards set by the NSA with certified training programs, award winning safety programs, and professional affiliations with industry associations such as Building Service Contractors Association International (BSCAI), Building Owners & Managers Association (BOMA), International Facility Managers Association (IFMA), International Sanitary Supply Association (ISSA), International Window Cleaning Association (IWCA) and the National Safety Council (NSC). Partnerships & Affiliations LEADING THE INDUSTRY Some of our most active affiliations include: National Service Alliance (NSA) International Sanitary Supply Association (ISSA) Building Owners and Managers Association (BOMA) International Facility Managers Association (IFMA) Building Service Contractors Association International (BSCAI) Building Skills Partnership (BSP) International Well Building Institute (IWBI) US Green Building Council (USGBC) 44 ISSA & BSCAI The International Sanitary Supply Association (ISSA) and the Building Service Contractors Association International (BSCAI) have provided invaluable industry knowledge to our crews, managers, and executives. DMS is an active member, participating in trade shows, educational programs, and highly reputable certifications, including: •Certified Custodial Technician Training •GBAC (Global Biorisk Advisory Council) Trained Technician (disinfecting) •Cleaning Industry Management Standard (Certified CIMS Green Building with Honors) •Accredited Auditing Professional (quality control) BOMA & IFMA The Building Owners and Managers Organization, as well as the International Facility Management Association are places where our executives and upper management have experienced unique networking and learning opportunities. With events celebrating our clients’ achievements, as well as regularly scheduled classes and platforms for them to share their knowledge, the benefits are undeniable to all in the facilities industry. Building Skills Partnership DMS is a strong partner of the Building Skills Partnership (BSP) organization which provides certification and education in related industry topics. Many of our employees are involved in these educational programs (fully subsidized), in an effort to go ‘above and beyond’ their normal calls of duty develop more specialized or advanced skillsets in the cleaning industry. This program is not only beneficial to DMS as an organization, but has given great opportunities to our crews, fostering personal growth and advancement through ongoing training and education. Some programs covered by the BSP organization include: •Infectious Disease Certification Program •Advanced Vocational ESL •Great Janitor Education Program •Vocational Training •Digital Literacy and Blended Learning •Emergency Preparedness Training Partnerships & Affiliations LEADING THE INDUSTRY 45 REFERENCES 46 City Experience References REFERENCES REFERENCE 1 CITY OF PASADENA Brian O’Connor, 100 Garfield Ave., Pasadena CA 91101, (626) 744-4453, boconnor@cityofpasadena.net Description of Services & Similarities •Over 50 City locations •Providing Night Cleaning, Day Porter Services, Floor/Carpet Care, Specialty Disinfecting Services, Power Washing, and Event Services. •Budget and schedule consistently met throughout contract •Contains office areas, public spaces, parking facilities, and other areas similar to County of San Diego Partnered since 2018 – currently servicing. Current agreement expiring in 2028. REFERENCE 2 CITY OF WEST HOLLYWOOD Lisa Nolan, 8300 Santa Monica Blvd., West Hollywood, CA 90069 (323) 848-6353, lnolan@weho.org Description of Services & Similarities •Over 20 City locations •Providing Night Cleaning, Day Porter Services, Floor/Carpet Care, Specialty Disinfecting Services, Power Washing, and Event Services. •Budget and schedule consistently met throughout contract •Contains office areas, public spaces, parking facilities, and other areas similar to County of San Diego Partnered since 2006 – currently servicing. Current agreement expiring in 2028. REFERENCE 3 CITY OF FOUNTAIN VALLEY Bob Truman, 17300 Mt. Herrman St., Fountain Valley, CA (714 469-3852, bob.Truman@fountainvalley.org Description of Services & Similarities •Over 20 City locations •Providing Night Cleaning, Day Porter Services, Floor/Carpet Care, Specialty Disinfecting Services, Power Washing, and Event Services. •Budget and schedule consistently met throughout contract •Contains office areas, public spaces, parking facilities, and other areas similar to County of San Diego Partnered since 2019 – currently servicing. Current agreement expiring in 2025. Thank You!