How To Identify a Competent Restorer
2005 Article
The ideal restoration firm responds quickly to the client's and insurance adjuster's needs. They fully understand the complete job from the insurance company's perspective and provide the service needed in a cost efficient manner. That firm provides a complete and accurate scope within a reasonable amount of time after responding. When the job is complete, the customer is satisfied. The competent restoration firm understands and meets the needs of both parties -- the insured and the insurer.
Competent restoration firms can deliver the quality of services necessary to satisfy the insured's needs in a cost efficient manner. How do you, as an insurance professional, qualify a competent restoration firm? Let's explore the characteristics of a competent restoration firm — from equipment to training and everything in between.
Consider background
The background and history of the restoration firm may help you understand the choices a restorer makes in his restoration protocol. Companies that come from a cleaning background may focus on restoration and repair as opposed to the replacement of materials. These firms tend to have excellent cleaning and restoration skills, and are motivated to apply this knowledge in their restoration efforts. They have studied and understand the cleaning, drying and restoration of contents and structural items. Their potential weakness may be that they attempt to clean and restore when it could be more cost effective to replace the damaged material.
Restoration firms with a construction background may lean toward solving restoration related problems through replacement. Firms with a construction background may err by replacing items that could more cost effectively be cleaned or restored.
The choice to replace rather than restore damaged materials may have some expensive consequences! In some extreme cases, firms with a 'replacement mentality' have been likened to using a bulldozer to level the house because of a small kitchen fire. Yes, the results may be excellent, but the cost and time involved far exceed the scope of the job.
As a restorer's general rule of thumb, it makes sense to attempt restoration on any item if the cost for such restoration is less that 50% of replacement costs. Except in unusual circumstances, such as when the item has historical value, replacement may be a better option if cleaning, repair or restoration is likely to exceed 50% of replacement costs. Here the competent firm will communicate with the insured and the insurer to determine the proper scope of work.
Not every restoration firm can handle every restoration job. Some firms specialize in providing emergency services. These companies have systems in place to respond to crisis situations 24-7-365. They may or may not be able to handle both emergency and repair work. Many firms offer cleaning and restoration services only, and do not offer construction related services. Some of the specialized 'emergency' skills and services offered by many restoration companies are:
- Emergency services - extraction, decontamination and drying.
- Board up, pack-out, temporary power and heat.
- Specialty drying for structure, hard wood flooring and contents.
- Mold remediation and controlled demolition.
- Pack-out and content cleaning (something that most construction companies avoid like the plague).
- Smoke, odor removal and cleaning.
- Trauma and crime scene
- Repair, painting and reconstruction.
- Large loss commercial and high rise buildings.
- Design and engineering services.
Assess the equipment
Not every company will be able to provide all of these services. Today's expert water damage restoration companies will have specialty extraction equipment that is designed for extraction only and is used in conjunction with truck-mounted or portable extractors.
It is not uncommon for a professional restoration contractor to have more than 50 air movers and 8 to 10 dehumidifiers of various types. The mix of dehumidifier types should include low grain refrigerant (LGR) dehumidifiers and desiccant dehumidifiers. They will frequently have wall drying and hardwood floor drying tools. Other essential equipment includes testing instruments such as moisture meters (both invasive and non-invasive) and thermo-hygrometers.
Thermal imaging cameras (infra red cameras) work well when used in conjunction with moisture meters, but they are not a definitive moisture measurement device since they only detect temperature differences, not water. As such, these cameras have great potential as investigative tools but their use should not define a quality inspection.
Unless a company is equipped with a variety of moisture detection meters, and is competent in their use, the restoration firm will be unable to verify the structure's return to a dry standard or the efficient use of their equipment.
Seek the right skills
As essential as it is to use modern drying equipment, it is only one component of producing acceptable drying results. The incorporation of good drying science in conjunction with this modern drying equipment will provide efficient drying. This is usually found among trained and certified technicians and supervisors, and it is a key component of a competent restoration company.
Look for firms with IICRC (Institute of Inspection Cleaning & Restoration Certification) and ASCR (Association of Specialist in Cleaning & Restoration) certifications. The IICRC offers certification courses in a wide variety of trades including cleaning, restoration and inspection. Find professionals who have been certified by the IICRC in water damage restoration (WRT), and with the advanced designation of applied structural drying (ASD).
IICRC journeyman & master restorers have completed multiple certifications. Technicians with applied microbial remediation training, (AMRT & AMRS) for mold and bacteria control will frequently focus on preventing mold problems on water restoration projects. These technicians also understand the complexities of dealing with sewage contamination. ASD and AMRT certification courses include hands training as well as classroom training. Certification in carpet cleaning (CCT), upholstery cleaning (UFT), odor control (OCT) and fire restoration (FST) indicates that a firm has a serious interest in performing competent restoration practice.
The Certified Restorer (CR) designation offered through the ASCR is an advanced designation that requires extensive knowledge in both fire and water damage restoration. The Water Loss Specialist designation (WLS) through the ASCR focuses heavily on developing the restorer's skills on performing water damage restoration and structure drying. The advanced designation of CR and WLS requires years of experience as a component of the certification process.
Not everyone who attends certification courses will meet the requirements for certification. Some who attend these education opportunities and challenge the exam, fail to meet the passing grade. Those who do successfully pass the examination process must maintain their certifications through prescribed continuing education. In some programs, the qualifications are expanded and currently certified technicians must complete additional education to maintain their certification. Verifying contractor certifications through the IICRC and ASCR websites will ensure that the firm has maintained their certification.
Many firms fail to train their front line employees because of the expenses involved in tutoring the individuals. Subsequently, it is not uncommon for the employers to gain this training and fail to train their employees. The employees are usually the individuals who will be performing the work - they should be trained and certified. It is reasonable to expect to have at least one certified technician on the job. Competent firms would be pleased to provide you with copies of certifications and designations of their employees, and you should feel comfortable requesting to see this certification.
Examine experience
For all of the positives with certification, there is little substitute for experience. Experience is the result of practicing the craft on job after job, refining and polishing restoration skills. With any restoration project, there could be a number of 'correct' ways of processing the job. The most competent of restorers will complete a job in the most efficient way possible in terms saving property, and the efficient use of labor, material and equipment.
In some rare situations (as in an historic structure with antique furniture or hygroscopic artwork), drying more slowly may prove to be the most prudent and responsible restoration choice. In most situations, however, drying quickly is the most responsible and cost effective choice. Using more drying equipment, frequently results in less damage, lower replacement costs, closing of the file quicker and reducing additional living expense. An experienced firm will know how to organize and process the job and which path to take.
When everyone agrees on a scope and course of action, it is a win-win situation for everyone. Interpersonal relationship skills are important, and they should be at the core of a service oriented restoration firm. The best way to determine if any firm performs well in this area is by contacting your customer -- the homeowner. Follow-up after a claim can reveal a great deal about the professionalism and communication ability of a firm.
Get the documentation you need
Documentation is also a critical component of successful communication. As an insurance professional, you expect to see an accurate scope/invoice.
The scope should include floor diagrams with measurements and be easy to understand. Documentation should include moisture mapping and psychometric readings that will verify the return to original moisture conditions (or better know as the dry standard).
Moisture mapping comes in many forms. One method includes the use of photographs of walls with a colored dot system that indicates the levels of moisture in the affected drywall. Colors are used to indicate the degree of water absorption. These dots can be partially overlaid to indicate drying progress. An example would be red going to yellow and yellow going to green as the job progresses.
Another method is to use an accurate moisture meter and record the moisture content on a map or floor plan of the job. Daily readings can be recorded and the drying progress can be documented. Regardless of the method, however, progress should be documented and reported daily and in a manner that you understand.
Moisture trapped in difficult areas must still be inspected. Failure to do so may result in microbial growth. The well equipped restorer has specialized equipment to locate this trapped moisture. Moisture conditions can be measured and recorded behind and below cabinets using insulated probes. Moisture mapping is also used to record the moisture contents of sub floor . The readings are usually taken at three levels, top, middle and bottom and then averaged. Measurements can be taken through carpet and pad when necessary. Reading in finished wood flooring involves four measurements: top, middle, bottom and underlay or sub flooring.
It is inappropriate for drying to be declared complete, or returned to a dry standard, if the structure and contents have not been documented showing pre-loss moisture conditions. Documentation should demonstrate that the structure and contents have indeed returned to a dry standard. The benefits of this verification to the insurance company are huge. Such documentation may protect all parties involved if there are ever future accusations of improper workmanship. This documentation may reduce the liability exposure that all would feel in such a situation.
Psychrometric readings should include the affected area, unaffected area and outdoor conditions. Psychrometric readings would include graphics that easily demonstrate drying progress. Various plot points on the graph may indicate interference in the drying progress-equipment that had been shutting off by an occupant, power failures, etc. Some firms will include measurements of the humidity entering and leaving their dehumidification equipment. Check to ensure that these readings are expressed in grains per pound (GPP), a critical measurement in verifying that dehumidifiers are indeed removing water vapor from the air.
Finally, documentation should include a certificate of completion and satisfaction signed by the insured. Competent restoration companies are not only good at starting the job; they are good at finishing the job. The certificate of completion shows a complete job. You should expect, and even demand, proper documentation on every job.
There are many competent restoration firms in the restorative drying industry ready to serve your customers when they suffer a water loss. Using these firms will ensure your customer's satisfaction, properly mitigate loss severity and dramatically shorten the time necessary to close the file.
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