Cole monitoring contractor performance visit memo, January 2003

NYC 9/11 Public Portal Document

Gilsenan, Michael From: Gilsenan, Michael Sent: Tuesday, January 28, 2003 4:24 PM To: Maldonado, Jane Subject: FW: Cole Cosuiting

—Original Message— From: Theodorellys, Penny Sent: Tuesday, January 28, 2003 4:14 PM To: Radhakrishnan, Krish Cc: Gilsenan, Michael Subject: Cole CosulOng

Today, I visited the offices of Cole Consulting (Cole) to examine the monitoring contractor’s performance with regards to the USEPA indoor residential cleaning and testing program.

Overall, it appears Cole has implemented some changes in the implementation of their contract requirements. The individual performing the contacting and scheduling function is new to the position (3-4 weeks). I listened to one interaction with a resident calling for an appointment. She had an excellent phone manner (ie. courteous, helpful/informative, professional, patient).

Specific observations:

1. Cole is working through the USEPA provided caller list by zip code within the Quad to keep the work in proximity. They have reached out to 10002,10005,10006,10007 and 10282. They have not reached out to residents in 10004 or to residents of buildings where whole building requests were received.

2. Cole has not implemented the cancellation policy. USEPA has provided them with sheets to be completed to track resident contacts. The sheets contain a table with three columns: date, phone number, actions; and six rows for entries (with room for text to document conversations). information Cole was keeping on different sheets has not yet been transcribed. They do have one excel sheet with some contact information, not ordered or workable for figures, but contains information on resident some resident contacts and cancellations.

3. Cole does not have total figures readily available. Much of the information for scheduling is in handwritten notes. They have weekly schedules, residents’ requests, and whole building requests on excel worksheets. The filtering function was not working to separate the different categories of activities.

4. Here are some of the numbers obtained. • 1580 calls received. The corrected spreadsheet had 49 pages. 1293 “Clean and Test” and 267 “Test Only” • 28 whole building requests, and 33 HVAC requests were received. It was not clear and an explanation could not be provided as to the difference in these figures except that the lists came from USEPA. The whole building request list has multiple duplicates but the requests vary. For example, 105 Duane Street had a page of listings, some requested cleaning and testing, some requested testing only, some state yes HVAC, others no. A clean up of the tracking is necessary. • 6-8 residence cleanings are scheduled per day. The residents are given an option of cleaning date and told they need three days. Residents are informed that someone will be out the day 1

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