when you come to a fork in the road, take it: rutgers & sightlines erappa 2016 presentation
TRANSCRIPT
![Page 1: When You Come to a Fork in the Road, Take It: Rutgers & Sightlines ERAPPA 2016 Presentation](https://reader035.vdocuments.net/reader035/viewer/2022062823/5873ba971a28abbc788b5437/html5/thumbnails/1.jpg)
When You Come to a Fork in the Road, Take It
Presenters: Dianne Gravatt, Assistant VP of Facilities OperationsCarol Trexler, Director of Employee ServicesLindsay Demczko, Regional Service Manager, Sightlines
![Page 2: When You Come to a Fork in the Road, Take It: Rutgers & Sightlines ERAPPA 2016 Presentation](https://reader035.vdocuments.net/reader035/viewer/2022062823/5873ba971a28abbc788b5437/html5/thumbnails/2.jpg)
Session Goals:
1. Learn about the Rutgers
Story
2. Identify elements that can help you
manage change on your campus
- Communicating Consistently- Using data- Streamlining Policies - Managing Customer Expectations
![Page 3: When You Come to a Fork in the Road, Take It: Rutgers & Sightlines ERAPPA 2016 Presentation](https://reader035.vdocuments.net/reader035/viewer/2022062823/5873ba971a28abbc788b5437/html5/thumbnails/3.jpg)
College Campuses are Changing
![Page 4: When You Come to a Fork in the Road, Take It: Rutgers & Sightlines ERAPPA 2016 Presentation](https://reader035.vdocuments.net/reader035/viewer/2022062823/5873ba971a28abbc788b5437/html5/thumbnails/4.jpg)
1880
1885
1890
1895
1900
1905
1910
1915
1920
1925
1930
1935
1940
1945
1950
1955
1960
1965
1970
1975
1980
1985
1990
1995
2000
2005
2010
2015
0%
2%
4%
6%
8%
10%
12%
14%
16%
Sightlines Database- Construction Age Sightlines Database- Renovation Age
% o
f GSF
Needs of Buildings are Converging
Pre-War Post-War Modern ComplexPercent of Total
Space 40%Percent of Total
Space 27%
Sightlines Database of Buildings
![Page 5: When You Come to a Fork in the Road, Take It: Rutgers & Sightlines ERAPPA 2016 Presentation](https://reader035.vdocuments.net/reader035/viewer/2022062823/5873ba971a28abbc788b5437/html5/thumbnails/5.jpg)
Increasing Maintenance & Custodial Coverage
Sightlines Database – Custodial Coverage (GSF/FTE)
Sightlines Database – Maintenance Coverage (GSF/FTE)
20072008
20092010
20112012
20132014
20150
5,000
10,000
15,000
20,000
25,000
30,000
35,000
40,000
GSF/
FTE
20072008
20092010
20112012
20132014
20150
10,000
20,000
30,000
40,000
50,000
60,000
70,000
80,000
90,000
100,000
GSF
/FTE
![Page 6: When You Come to a Fork in the Road, Take It: Rutgers & Sightlines ERAPPA 2016 Presentation](https://reader035.vdocuments.net/reader035/viewer/2022062823/5873ba971a28abbc788b5437/html5/thumbnails/6.jpg)
Change on Rutgers Campus
UMDNJ, Housing and Legacy
campuses merge under 1 division
New Big Ten peer group sets high standards for
facilities investment
Centralized management of 27 million GSF
![Page 7: When You Come to a Fork in the Road, Take It: Rutgers & Sightlines ERAPPA 2016 Presentation](https://reader035.vdocuments.net/reader035/viewer/2022062823/5873ba971a28abbc788b5437/html5/thumbnails/7.jpg)
Rutgers Has Diverse Space with Different Needs
Rutgers - State
Rutgers - Housing
Rutgers Camden
Rutgers Newark
Rutgers Biomed-ical & Health
Sciences (RBHS)
0%10%20%30%40%50%60%70%80%90%
100%
58%
93%79%
30%
5%
100%
37%
7%21%
51%
19%
Distribution of Space Function Across Rutgers Campuses
Acad/Admin Residential Sci Research Clinical/Medical
% o
f GSF
*excludes student life, garage, and support space
![Page 8: When You Come to a Fork in the Road, Take It: Rutgers & Sightlines ERAPPA 2016 Presentation](https://reader035.vdocuments.net/reader035/viewer/2022062823/5873ba971a28abbc788b5437/html5/thumbnails/8.jpg)
Housing Newark Camden New Brunswick
RBHS0
20,000
40,000
60,000
80,000
100,000
120,000
Pre-Merger Maintenance Coverage on Rutgers Campuses
GSF/
FTE
Maintenance Staffing
Housing
Newark
Camden NB
RBHS0.0
1.0
2.0
3.0
4.0
5.0Technical Complexity
![Page 9: When You Come to a Fork in the Road, Take It: Rutgers & Sightlines ERAPPA 2016 Presentation](https://reader035.vdocuments.net/reader035/viewer/2022062823/5873ba971a28abbc788b5437/html5/thumbnails/9.jpg)
Rutgers New Brunswick
Rutgers Housing0
5,000
10,000
15,000
20,000
25,000
30,000
35,000
40,000
45,000
Pre-Merger Custodial Coverage: Housing vs. New Brunswick E&G
GSF/
FTE
Custodial Staffing
2013 2014 20150
5,000
10,000
15,000
20,000
25,000
30,000
35,000
40,000
45,000 Housing Custodial Coverage
Rutgers Housing Housing Peers
GSF/
FTE
![Page 10: When You Come to a Fork in the Road, Take It: Rutgers & Sightlines ERAPPA 2016 Presentation](https://reader035.vdocuments.net/reader035/viewer/2022062823/5873ba971a28abbc788b5437/html5/thumbnails/10.jpg)
Once Upon a Time…
![Page 11: When You Come to a Fork in the Road, Take It: Rutgers & Sightlines ERAPPA 2016 Presentation](https://reader035.vdocuments.net/reader035/viewer/2022062823/5873ba971a28abbc788b5437/html5/thumbnails/11.jpg)
Timeline of Events
June 30, 2013
• Rutgers Facilities & Capital Planning – New Brunswick (& outlying areas)
• Rutgers Facilities – Camden
• Rutgers Physical Plant – Newark
• UMDNJ Facilities – North
• UMDNJ Facilities – Central
• University Housing – Piscataway & New Brunswick
July 1, 2013
Rutgers UniversityFacilities & Capital
Planning (Statewide)
![Page 12: When You Come to a Fork in the Road, Take It: Rutgers & Sightlines ERAPPA 2016 Presentation](https://reader035.vdocuments.net/reader035/viewer/2022062823/5873ba971a28abbc788b5437/html5/thumbnails/12.jpg)
Timeline of Events
Rutgers UniversityFacilities & Capital
Planning (Statewide)
January 1, 2016
Rutgers Public SafetyADD
![Page 13: When You Come to a Fork in the Road, Take It: Rutgers & Sightlines ERAPPA 2016 Presentation](https://reader035.vdocuments.net/reader035/viewer/2022062823/5873ba971a28abbc788b5437/html5/thumbnails/13.jpg)
New Division: Institutional Planning & Operations
To create an evolving, safe, functional, and inviting environment to advance the institutional aspiration.
![Page 14: When You Come to a Fork in the Road, Take It: Rutgers & Sightlines ERAPPA 2016 Presentation](https://reader035.vdocuments.net/reader035/viewer/2022062823/5873ba971a28abbc788b5437/html5/thumbnails/14.jpg)
BeforeNew Brunswick
12 Million GSF
8 Departments
600 Employees
4 Unions
6 HR Staff
AfterStatewide
27 Million GSF
23 Departments
2,700 employees
10 Unions
18 HR Staff
Before & After, by the Numbers
![Page 15: When You Come to a Fork in the Road, Take It: Rutgers & Sightlines ERAPPA 2016 Presentation](https://reader035.vdocuments.net/reader035/viewer/2022062823/5873ba971a28abbc788b5437/html5/thumbnails/15.jpg)
Consistency is Key
![Page 16: When You Come to a Fork in the Road, Take It: Rutgers & Sightlines ERAPPA 2016 Presentation](https://reader035.vdocuments.net/reader035/viewer/2022062823/5873ba971a28abbc788b5437/html5/thumbnails/16.jpg)
Navigating Change,from an HR Perspective
![Page 17: When You Come to a Fork in the Road, Take It: Rutgers & Sightlines ERAPPA 2016 Presentation](https://reader035.vdocuments.net/reader035/viewer/2022062823/5873ba971a28abbc788b5437/html5/thumbnails/17.jpg)
Challenges
• Size• Complexity• Union Environment• Positions (220 Job Titles)• Processes & Procedures• Cultures• Physical Separation• Fear of Change
![Page 18: When You Come to a Fork in the Road, Take It: Rutgers & Sightlines ERAPPA 2016 Presentation](https://reader035.vdocuments.net/reader035/viewer/2022062823/5873ba971a28abbc788b5437/html5/thumbnails/18.jpg)
“The single biggest problem with communication is the illusion that it has taken place.”
George Bernard Shaw
Communicating a Consistent Message
Sr. VP
VP/AVP
Director
Supervisor
Staff Town Meetings Focus Groups New Employee Orientation HR Info Sessions Monthly Bulletin – “Engage” Division Newsletter – “Inside
IPO”
![Page 19: When You Come to a Fork in the Road, Take It: Rutgers & Sightlines ERAPPA 2016 Presentation](https://reader035.vdocuments.net/reader035/viewer/2022062823/5873ba971a28abbc788b5437/html5/thumbnails/19.jpg)
Needs Assessment Addressing Specific Departmental
Needs ESL Program Webinars Computer Skills Intro to Supervision Certificate
Program
Training & Professional Development
![Page 20: When You Come to a Fork in the Road, Take It: Rutgers & Sightlines ERAPPA 2016 Presentation](https://reader035.vdocuments.net/reader035/viewer/2022062823/5873ba971a28abbc788b5437/html5/thumbnails/20.jpg)
What Was, What Is, and What Will Be?
![Page 21: When You Come to a Fork in the Road, Take It: Rutgers & Sightlines ERAPPA 2016 Presentation](https://reader035.vdocuments.net/reader035/viewer/2022062823/5873ba971a28abbc788b5437/html5/thumbnails/21.jpg)
Navigating Change, from an Operations
Perspective
![Page 22: When You Come to a Fork in the Road, Take It: Rutgers & Sightlines ERAPPA 2016 Presentation](https://reader035.vdocuments.net/reader035/viewer/2022062823/5873ba971a28abbc788b5437/html5/thumbnails/22.jpg)
Before12 Million GSF
New Brunswick
400 Employees
3 Unions
4 Direct Reports
After27 Million GSF
Statewide
1,400 employees
8 Unions
7 Direct Reports
Operations - Before & After
![Page 23: When You Come to a Fork in the Road, Take It: Rutgers & Sightlines ERAPPA 2016 Presentation](https://reader035.vdocuments.net/reader035/viewer/2022062823/5873ba971a28abbc788b5437/html5/thumbnails/23.jpg)
Discovery: Learn job responsibilities
Re-Organization: No lay offs
On-Going: Update org chart
Organizational Development
![Page 24: When You Come to a Fork in the Road, Take It: Rutgers & Sightlines ERAPPA 2016 Presentation](https://reader035.vdocuments.net/reader035/viewer/2022062823/5873ba971a28abbc788b5437/html5/thumbnails/24.jpg)
Using Data to Drive Decisions
Cleanable Square Footage/ Day # Days Total Square Footage
/week FTE Total Square Footage/ Custodian
Housing EVS 1.2 M 5.5 6.6 M 143 46,445
Facilities EVS 1.8 M 5.5 9.7 M 207 46,763
APPA Level
FTE Needed: 38,500 for Housing, 41,000 for Facilities
New Hires Needed Approved
Square Footage/ Custodian
Housing EVS 1-3 173 30 31 38,170
Facilities EVS 1-3 236 29 12 44,201
Current
Planning Tool
![Page 25: When You Come to a Fork in the Road, Take It: Rutgers & Sightlines ERAPPA 2016 Presentation](https://reader035.vdocuments.net/reader035/viewer/2022062823/5873ba971a28abbc788b5437/html5/thumbnails/25.jpg)
Establish & Manage Customer Expectations
Develop Service Level Agreements
Service Types:
Standard:base level services
Specialized:specific to certain
areas
Enhanced:
billable
![Page 26: When You Come to a Fork in the Road, Take It: Rutgers & Sightlines ERAPPA 2016 Presentation](https://reader035.vdocuments.net/reader035/viewer/2022062823/5873ba971a28abbc788b5437/html5/thumbnails/26.jpg)
Establish & Manage Customer Expectations
Task Public Areas
Private Offices
Classrooms and Labs
Conference Rooms
Clinical Rooms; Housing;
Public Restrooms
Dust horizontal surfaces Weekly Weekly Daily 3x/week DailyMop or vacuum Daily Weekly Daily 3x/week DailyRestore floor finishes As needed As needed As needed As needed As neededEmpty trash containers Daily Weekly Daily Weekly DailyClean and sanitize water fountain Daily - - - -
Refill soap and paper supplies - - - - Daily
Clean boards - - Daily - -
![Page 27: When You Come to a Fork in the Road, Take It: Rutgers & Sightlines ERAPPA 2016 Presentation](https://reader035.vdocuments.net/reader035/viewer/2022062823/5873ba971a28abbc788b5437/html5/thumbnails/27.jpg)
Streamline & Implement Best Practices
Before9 call centers
11 work order systems
After3 call centers
1 work order system
3 purchasing methods 1 purchasing method
and University level standardization
5 timekeeping systems 1 timekeeping system
![Page 28: When You Come to a Fork in the Road, Take It: Rutgers & Sightlines ERAPPA 2016 Presentation](https://reader035.vdocuments.net/reader035/viewer/2022062823/5873ba971a28abbc788b5437/html5/thumbnails/28.jpg)
What Was, What Is, and What Will Be?
![Page 29: When You Come to a Fork in the Road, Take It: Rutgers & Sightlines ERAPPA 2016 Presentation](https://reader035.vdocuments.net/reader035/viewer/2022062823/5873ba971a28abbc788b5437/html5/thumbnails/29.jpg)
Lessons Learned
![Page 30: When You Come to a Fork in the Road, Take It: Rutgers & Sightlines ERAPPA 2016 Presentation](https://reader035.vdocuments.net/reader035/viewer/2022062823/5873ba971a28abbc788b5437/html5/thumbnails/30.jpg)
1. Understand the New Landscape2. Set Goals3. Use Data to Drive Decisions and Track Performance4. Be Opportunistic for Efficiency Gains5. Communicate a Consistent Message6. Communicate Expectations with Customers7. Build Relationships and Ask for Feedback8. Stay Flexible
What Helps When Navigating Change?
![Page 31: When You Come to a Fork in the Road, Take It: Rutgers & Sightlines ERAPPA 2016 Presentation](https://reader035.vdocuments.net/reader035/viewer/2022062823/5873ba971a28abbc788b5437/html5/thumbnails/31.jpg)
Questions & Discussion
Dianne Gravatt, Assistant VP of Facilities OperationsCarol Trexler, Director of Employee ServicesLindsay Demczko, Regional Service Manager, Sightlines