E-mails 2003 M. Gilsenan

NYC 9/11 Public Portal Document

Gil^enan, Michael From: [email protected] Sent: Wednesday, February 26, 2003 4:50 PM To: [email protected] Cc: [email protected]: [email protected]: [email protected]: Jeffrey Terhune (E-mail): [email protected] Subject: RE:

It's one call where you're unable to reach them and then the letter. I understand that DEP is ok with your "Airborne" approach and either has been in touch with you on this or is about to follow-up with you shortly. The following is our new cancellation policy:

Scheduling and Cancellation Policies

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 appropriate Monitoring Contractor. Please do not call the hotline.

1. Cancellation without 24 hours notice: If a resident cancels a scheduled appointment for cleaning or testing without 24 hours notice or 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 and the resident will no longer be eligible for the program. A note will be slipped under the resident's door stating the appointment was cancelled with a copy of the cancellation policy. In addition, the Monitoring Contractor will inform the resident of this policy if the resident calls to cancel.*

2. 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 or cancels their second appointment, the resident will be removed from the program.*

3. 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. After the first attempt, a letter will be sent to the resident advising them to contact the Monitoring Contractor within 2 weeks to schedule. If the Monitoring Contractor cannot reach the resident after the fourth attempt or the resident does not contact 1

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