HVAC cleanup proposal for residential units, Feb 2003

NYC 9/11 Public Portal Document

Scheduling and Cancellation Policies for the Indoor Air Residential Assistance Program In order to make efficient use of the contractors performing work for EPA's Indoor Air Residential Assistance Program, the following cancellation policies have been adopted:

NOTE: All calls regarding scheduling and/or rescheduling must be made to the Monitoring Contractor. Please do not call the hotline.

1. Cancellation with 24 hours notice: If a resident cancels a scheduled appointment for cleaning or testing with 24 hours notice, the resident will have two weeks to contact the Monitoring Contractor to schedule a new date. The Monitoring Contractor will inform the resident of this policy when the resident calls to cancel. Please note, the resident should reschedule as soon as possible. If the resident does not reschedule within two weeks, the resident will be removed from the program.*

2. Cancellation without 24 hours notice: If a resident cancels a scheduled appointment for cleaning or testing without 24 hours notice, the resident will have two weeks to contact the Monitoring Contractor to schedule a new date. The Monitoring Contractor will inform the resident of this policy if the resident calls to cancel. In addition, the resident will receive a notice from the Monitoring Contractor. This notice will include the date the resident cancelled, the language from the access agreement on cancellations, and a date by which the resident is required to contact the Monitoring Contractor to reschedule. If the resident does not reschedule within two weeks, the resident will be removed from the program.* If the Cleaning Contractor cannot gain access to the residence at the scheduled time (e.g., no one home), the situation will be considered a cancellation without notice. A note will be slipped under the resident's door stating the appointment was cancelled and providing information for rescheduling.

3. Resident cancels twice: If a resident cancels cleaning or monitoring appointments twice, the resident will be automatically removed from the program and will not be allowed to re-register.*

4. Monitoring Contractor cannot make contact: The Monitoring Contractor will make four attempts within a two-week period to contact the resident to schedule a date for cleaning or testing. If the Monitoring Contractor cannot reach the resident after the fourth attempt, the Monitoring Contractor will send a letter stating the dates attempts were made to contact the resident. The resident will have two weeks to contact the Monitoring Contractor. If the resident does not contact the Monitoring Contractor within this time period, the resident will be removed from the program.*

5. Monitoring Contractor makes contact, but cannot schedule a date: If the Monitoring Contractor is unable to schedule a date for cleaning or testing during the initial contact, the resident will be gio en two weeks to call the Monitoring Contractor to schedule an appointment. If after one week, the resident has not contacted the Monitoring Contractor to schedule an appointment, the Monitoring Contractor will make a follow-up call to inform the resident an appointment has to be scheduled within one week. If the resident does not call to schedule an appointment within this time period, the resident will be removed from the program.*

* If extraordinary circumstances cause a resident to be removed from the program, that resident can call and discuss the issue with Benjamin Barry of EPA at 212-637-3651.

NYC-WTC 000148083