HVAC cleanup proposal for residential units, Feb 2003

NYC 9/11 Public Portal Document

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It* Draft \ I' 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 are several cancellation policies.

NOTE: All calls regarding scheduling and/or rescheduling must be made to the monitoring contractor. 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 schedule a new date with the contractor. The contractor representative will inform the resident of this policy when the resident calls to cancel. 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 schedule a new date with the contractor. The contractor representative will inform the resident of this policy when the resident calls to cancel. In addition, the resident will receive a warning notice from the 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 needs to contact the contractor to reschedule. If the resident does not reschedule within two weeks, the resident will be removed from the program.* If the contractor cannot gain access to the residence at the scheduled time (e.g. no one home), this will be considered a cancellation without notice.

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

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

5. Contractor makes contact, but cannot schedule a date: If the contractor is unable to schedule a date for cleaning or testing during the initial contact, the resident will be given two weeks to call the monitoring contractor to schedule and apppointment. If after one week, the resident has not contacted the contractor to schedule an appointment, the contractor will make a follow-up call to inform the resident an appointment needs to be scheduled within one week. If the resident does not call to schedule an appointment within this time period, they 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 at 212-637-36S1.

NYC-WTC_OO0148079