Frequently Asked Questions (FAQ)

If you question is not listed below, or answered adequately, please contact us at extension 5444 or servicedesk@mail.montclair.edu

• Facilities Service Desk (jump to topic)
  1. Where is Facilities Service Desk located?
  2. How do you assess customer satisfaction?
  3. How do I get something repaired in my room or office?
  4. What is “Online Facilities Management Information System (TMA)”?
  5. How do I sign up to “Facilities Management Information System (TMA)”?
  6. I have an account and password, but I can not log in. What am I doing wrong?
  7. What is a User ID?
• Work Management System (jump to topic)
  1. How do I request services after hours?
  2. Who is authorized to make a Work Request?
  3. What is a Work Order (WO)?
  4. How do I submit a Work Order (WO)?
  5. What services are not covered by the facilities service requests?
  6. Once I place a work order how long will it take before the work gets done?
  7. When can I expect to see service technician?
  8. What are the work priorities?
  9. What is Emergency Work?
  10. How do I identify Emergency Work?
  11. What is Urgent Work?
  12. How do I identify Urgent Work?
  13. What is Rush Work?
  14. How do I identify Rush Work?
  15. What is Routine Maintenance?
  16. How do I identify Routine Work?
  17. What is Preventive Maintenance?
  18. How are complaints being handled?
• General Maintenance (jump to topic)
  1. If I need a room set up for a special function, how do I get this done?
  2. Do I need to place a service request to ask for more heat or air conditioning?
  3. If I notice that a custodial problem seems to be ongoing, whom should I call?
  4. What is the turnaround time for moves? What is the procedure to make the move more efficient?
  5. There is a bug or insect problem in my building, who should I contact?
  6. If I need tables and chairs delivered for a special event, what do I do?
  7. How do I get a burned-out light bulb replaced?
  8. My office hasn’t been painted for years. Will I have to pay to have it done?
  9. My building hasn’t been window washed for years. Will I have to pay to have it done?
  10. When an elevator is stuck or not working, how do I report it?
  11. When I see a snow or ice problem, what do I do?
  12. My office needs additional electrical outlets!
  13. How do I obtain tables and chairs for events?
  14. Can I just leave items in the hallways to be picked up and disposed of?
  15. Room is too hot / cold, what should I do?
  16. Lights are out, what should I do?
  17. Bathroom fixtures are overflowing, what should I do?
• Residence Hall Maintenance (jump to topic)
  1. How do I request routine maintenance services for my Residence?
  2. How do I request urgent or emergency maintenance service after 10:30 pm until 7:00am?
  3. Do I have to be present for maintenance requests?
  4. Can I paint my room?
• Locksmith Services (jump to topic)
  1. Who is responsible for unlocking classrooms?
  2. My key broke off in the lock and I need a Locksmith.
  3. My key will not open the door.
  4. I will be changing departments and my successor will need the same keys. Can't I just pass them on to him/her?
  5. My room has been re-keyed. Can I turn in my key and get the new key?
  6. I lost my keys. What do I do?
  7. I can not find the key to my filing cabinet or desk. Can I just turn in a Work Request?
  8. I teach a class on the weekend, will the building be open or do I need a key?
  9. How do I get into my office if I have forgotten my keys?
  10. I have been requested to submit to a key audit. Am I obligated to do so?
• Access Control Systems Services (jump to topic)
  1. There is no light on the access control reader?
  2. Light doesn’t turn green when I swipe my card over the reader?
  3. There is green light when card passed, but the door won’t open?
  4. I scanned my card but there is no reaction from the door?
  5. How do I use the handicapped accessible doors with my access card?
  6. What does the yellow, green, and red light means?

Top of Page
Facilities Service Desk Home

Facilities Service Desk
Facilities Service Desk Home

1. Where is Facilities Service Desk located? Top of Page
Facilities Service Desk and the shops are located in the Maintenance Building across the Red Hawk Parking Deck.

2. How do you assess customer satisfaction? Top of Page
Facilities Operations assess the customer satisfaction via distributing randomly selected surveys to 50 to 100 customers on a monthly basis to verify that the services requested have been completed.

3. How do I get something repaired in my room or office? Top of Page
There are three ways to have something repaired in your room, office or any other space on campus. First, you can call the Facilities Service Desk directly at extension 5444 and report the work request. Second, you could e-mail us at: ServiceDesk@mail.montclair.edu. The best way however, is to use our Online Facilities Management Information Systems (TMA). Our online work request system allows campus faculty and staff to sort and print their departments' Physical Plant work requests in a web based format. Users can review the status of any request submitted to the Facilities Service Desk using a simple web interface: http://www.montclair.edu/facilities.

4. What is “Online Facilities Management Information System (TMA)”? Top of Page
Facilities Management Information System is a software program used by Facilities Service Desk to manage its work processes including emergency work, urgent work, rush work, routine work, and preventive maintenance. The system automates the entire maintenance process from work request identification to work order completion.

5. How do I sign up to “Facilities Management Information System (TMA)”? Top of Page
In order to sign on to TMA you need to call or e-mail the Facilities Service Desk. With some basic information, i.e. name, office extension, room number, we can set up an account for you. Once an account in entered into the system someone from our office will call you with a user name and password and assist you through the basic operation of placing an online work request.

6. I have an account and password, but I can not log in. What am I doing wrong? Top of Page
Passwords are not case sensitive. Try typing it in again. If you still have problems, please contact Facilities Service Desk at extension 5444.

7. What is a User ID? Top of Page
User ID is your name. Generally, it consists of the first initial of your first name and the first 6 letters of your last name. There may be exceptions. If there are other users with similar IDs, your ID may end with a number or possibly an additional letter of your name. (ABROWNE, ABROWN2, ABROWNE2)

 

Work Management System
Facilities Service Desk Home

1. How do I request services after hours? Top of Page
Maintenance Services are requested through the Facilities Service Desk between 7am to 10:30pm Monday to Friday. Please call University Police at ext. 5222 after hours and weekends.

2. Who is authorized to make a Work Request? Top of Page
Any member of the University Community (faculty, staff, student, visitor, alumni) can contact the Facilities Service Desk.

3. What is a Work Order (WO)? Top of Page
A Work Order is an approved request for services. All cost, be it labor, material, invoices, or utilities all are charged or linked to a Work Order.

4. How do I submit a Work Order (WO)? Top of Page
Call the Facilities Service Desk at ext. 5444 or follow the directions as listed here. Requester needs to provide the following information:

1. Name
2. Department
3. Phone Number
4. Building and Room Number
5. Specific Location of Work
6. Contact Person
7. Problem Description

Please put in separate work requests for each room and if possible for each shop, e.g. locksmith, housekeeping, grounds, heating, carpentry. If a specific date is requested, we will do our best to meet your request, depending on staff and material availability. Special events are scheduled as requested. Keep in mind that holidays and summer, spring and winter breaks are coordinated and scheduled months in advance. (As much advance notice as possible is appreciated if you have a specific timeline.)

5. What services are not covered by the facilities service requests? Top of Page
Vehicle requests, facility reservations, construction projects, major renovations (projects), minor renovations (projects), and upgrades. Please see a complete list of services not being provided by the Physical Plant:

The Office of Facilities Operations often receives requests for services that are not provided by our department.
This list will assist in redirecting your service requests:

• Telephone services, repair and installations, Telecomm Services: 973-655-4107
• Faculty and staff computer network installations, Office of Information Technology: 973-655-7971
• Washer and dryer repairs and concerns, Residence Life: 973-655-5188
• Dining services and vending machines, Dining Services: 973-655-4224
  Supply of new furniture, Please contact you division/department/unit fiscal agent
• Computer request, repair and installation, Office of Information Technology: 973-655-7971
• Space changes, capital construction and renovations, Construction and Engineering Services: 973-655-4323
• Renovations, Alterations and Re-modeling, Construction and Engineering Services: 973-655-4323
• Building or office renovations required to accommodate changes in program, Construction and Engineering Services: 973-655-4323
• Modifications or additions to systems, such as electrical or air conditioning, as a result of program changes or increased needs, Construction and Engineering Services: 973-655-4323
• Installation of new services: air conditioning, electric, water, etc. requested by the department, Construction and Engineering Services: 973-655-4323
• New furniture requested by the department, Construction and Engineering Services: 973-655-4323
• Repair of incubators, autoclaves, walk-in boxes, environmental boxes, centrifuges, water cooled microscopes, aquariums, and special scientific equipment, Construction and Engineering Services: 973-655-4323
• Approval required for an add to be posted on the bulletin board: Student Center Scheduling Office: 973-655-4411
• Fire Safety and emergencies, Facilities Management: 973-655-5401
• Campus Security Issues, University Police: 973-655-5222
• Lost and Found, University Police: 973-655-5222
• Health and Safety related issues, Health and Safety Department: 973-655-4367
• Central Receiving, Central Receiving Department: 973-655-4359
• Mail Services, Mail Services: 973-655-6834
• Parking Services, Transportation and Parking Services: 973-655-6897
• Shuttle Services, Transportation and Parking Services: 973-655-5446
• Fleet Services, Transportation and Parking Services: 973-655-5446

6. Once I place a work order how long will it take before the work gets done? Top of Page
This really depends on the specific work requested. If it’s a simple repair it shouldn’t take more than (2) working days. However, if the work requested has to be scheduled around the use of the room or office space, such as painting or electrical repair it might take longer. In this case the Facilities Service Desk will act as the point of contact. We will try to get any pertinent information from the Shops and report back to the customer. If no specific date is requested, the work request will be scheduled as soon as time permits, based upon date of receipt and priority.

7. When can I expect to see service technician? Top of Page
Our goal is to provide response immediately for emergencies, same day response for urgent repairs and in a reasonable time for routine repair requests based on existing workloads not to exceed 15 days. During peak times at the start of each semester there may be short delays in our response times due to the large volume of requests. Facilities staff will strive to provide you timely service.

8. What are the work priorities? Top of Page
Service Requests are reviewed at the Facilities Service Desk and by the Shops and is assigned a priority that ranges betw. 1-4:

1. Emergency (Required by Code):
   Response time: 15 minutes
2. Urgent Work:
   Response time: 2-3 hours
   Completion Time: 1 day
3. Rush Work:
   Max. completion time: 5-6 days
4. Routine Work:
   Max. Response time: 3 days
   Completion Time: 10-14 days or Scheduled

9. What is Emergency Work? Top of Page
Emergencies are situations which pose an immediate threat to personal health or safety, or of major damage to buildings, equipment, or other property. The Facilities Service Desk handles emergencies immediately. Emergency calls are assigned to the most qualified shop to address the problem and take priority over any other work including work in progress. Emergency work proceeds until the situation is corrected or stabilized.

10. How do I identify Emergency Work? Top of Page
Emergencies include fire, flooding from plumbing failures, roof leaks, electrical hazards, elevator malfunctions, security-related problems and research equipment failure that either presents a safety or health hazard or seriously interferes with ongoing research.

• Fire, electrical spark, smoke or smell of smoke
• Downed electrical lines
• Broken gas line
• Gas leaks or smell of gas leaks
• Heavy flood, broken pipes, water lines
• Broken windows, doors, locks in barracks
• Overflowing toilets
• No air conditioning or heat in rooms with sensitive equipment or research
• No lights, power or water
• Elevator "stuck" with someone on board
• Inoperable exterior locks, interior locks on sensitive space,
• Major equipment breakdown

11. What is Urgent Work? Top of Page
Urgent situations pose a threat of personal injury, equipment damage, loss of research, or a serious disruption of University operations. Conditions that if not immediately attended to could further damage the item in question. Whenever possible, urgent work orders are handled on the day they are received. (Work which should be completed within eight (8) hours.) Conditions which must be attended to during the day (or night) they are reported. Work which requires overtime or night shift, if not completed during normal work hours.

12. How do I identify Urgent Work? Top of Page

• Broken glass
• Lights out, inoperative switches or lights
• HVAC temperature adjustments, loss of refrigerated storage space
• Pipe drip, ceiling drips
• Toilets/urinals running constantly
• Clogged sink/toilet/shower/tub
• Toilets stopped up
• Elevator repairs
• Windows stuck/jammed
• Garbage disposal, and/or lock core changes
• Insects in rooms
• ADA compliance issues, e.g. inoperative door opener
• Fire Marshal or code compliance corrective actions.
• Items that need to be corrected as soon as possible to remedy fire marshal inspection discrepancies, code inspector or safety findings, etc.

13. What is Rush Work? Top of Page
Work that will support the mission of the institution. Primary lecture halls, classrooms, research facilities, performing art centers, student center programs and activities, specialized laboratories, computer laboratories, research sites, libraries.

14. How do I identify Rush Work? Top of Page

• Work which can be worked into existing schedules
• Student Damage Work Orders
• Debris or garbage accumulations
• Conditions that do not require extensive work, but which, if not remedied, failure of which to remedy would reflect poorly on Physical Plant

15. What is Routine Maintenance? Top of Page
Work orders for immediate tasks that do not pose a threat to life, property, research or of serious disruption to the operation of the University. Service requests to correct or update items that do not require immediate attention, including lighting, mechanical, heating, cooling or electrical repairs and cleaning services. Routine work can be scheduled within the capability of the Physical Plant Department to minimize the need for emergency and urgent calls. Large-scale work orders are treated as projects; they may require several months to complete. Small repairs are normally done within 10 days of being put into the job queue, but availability of materials and unforeseen problems could delay completion.

16. How do I identify Routine Work? Top of Page
Advance notice from the customer is required to allow scheduling of personnel and receipt of materials.

• Other scheduled work, event
• Painting
• Furniture/office/surplus property moves
• Set up for special events
• Cracked glass replacement

17. What is Preventive Maintenance? Top of Page
Preventive Maintenance is classified under the Routine Work. Preventative Maintenance is the periodic inspection, adjusting, minor repairs, lubricating, reporting, and data recording necessary to minimize building equipment and utility system breakdown and maximize system and equipment efficiency.

18. How are complaints being handled? Top of Page
All complaints should be directed to the Facilities Service Desk at ext. 5444. If they cannot be handled there immediately, they will be referred to the proper department.

 

General Maintenance
Facilities Service Desk Home

1. If I need a room set up for a special function, how do I get this done? Top of Page
“Environmental and Special Services” does a majority of the set-ups on campus. By placing a service request in a timely manner, (please let us know at least 4 working days in advance of an event), they should be able to handle most of the requirements.

2. Do I need to place a service request to ask for more heat or air conditioning? Top of Page
Please call the Facilities Service Desk directly at extension 5444 or e-mail your request to: ServiceDesk@mail.montclair.edu.

3. If I notice that a custodial problem seems to be ongoing, whom should I call? Top of Page
Please call the Facilities Service Desk at ext. 5444 any time you notice something that needs attention. The Housekeeping Supervisor will be notified so that the problem can be corrected as soon as possible.

4. What is the turnaround time for moves? What is the procedure to make the move more efficient? Top of Page
Moves are scheduled on a weekly basis and need to be submitted at least 5 working days in advance of your move. All items to be moved must be clearly marked. Smaller items such as books and papers should be placed in boxes. Boxes are available through the Facilities Service Desk, please call ext.5444

5. There is a bug or insect problem in my building, who should I contact? Top of Page
Contact Facilities Service Desk at ext. 5444.

6. If I need tables and chairs delivered for a special event, what do I do? Top of Page
All requests for staging, tables and chairs must be requested through Facilities Service Desk at ext. 5444, who will then coordinate the delivery of the required items with the Moving Services.

7. How do I get a burned-out light bulb replaced? Top of Page
Check with a Housekeeper assigned to your building, or call the Facilities Service Desk at ext. 5444.

8. My office hasn’t been painted for years. Will I have to pay to have it done? Top of Page
There is a campus wide painting schedule. All University buildings are scheduled to be painted on a maintenance cycle. Paint requests outside the schedule are chargeable. Please call Facilities Service Desk at ext. 5444 to find out the schedule for your building.

9. My building hasn’t been window washed for years. Will I have to pay to have it done? Top of Page
There is a campus wide window washing and power washing schedule. Please call Facilities Service Desk at ext. 5444 to find out the schedule for your building.

10. When an elevator is stuck or not working, how do I report it? Top of Page
Call the Facilities Service Desk at 5444 to have it repaired. Please report it to the University Police at 5222 if someone is stuck in it.

11. When I see a snow or ice problem, what do I do? Top of Page
Report it to the service center at 5444, who will then dispatch the Snow Coordinator.

12. My office needs additional electrical outlets! Top of Page
Often a department over utilizes existing building utilities, i.e. available electric service, requiring the installation of additional service. This is considered an improvement to the facility and becomes the financial responsibility of the requesting department. A Service Request detailing your needs should be sent to the Facilities Management at 4323.

13. How do I obtain tables and chairs for events? Top of Page
Event planners may call Facilities Service Desk at 5444 for the requested equipment at least 1 week prior to the event.

14. Can I just leave items in the hallways to be picked up and disposed of? Top of Page
Leaving items in corridors is in violation of Building & Fire codes. Custodians do not dispose of items other than the trash. If you need items removed from your area, a move request should be submitted to Facilities Service Desk at ext. 5444.

15. Room is too hot / cold, what should I do? Top of Page
Please contact the Facilities Service Desk at ext. 5444 to report the situation.

16. Lights are out, what should I do? Top of Page
Please contact the Facilities Service Desk at ext. 5444 to report the situation.

17. Bathroom fixtures are overflowing, what should I do? Top of Page
Please contact the Facilities Service Desk at ext. 5444 to report the situation.

 

Residence Hall Maintenance
Facilities Service Desk Home

1. How do I request routine maintenance services for my Residence? Top of Page
A: Resident Students need to contact their respective Residence Director Office to place a work request during normal business hours. The office will relay this information to the Facilities Service Desk.

2. How do I request urgent or emergency maintenance service after 10:30 pm until 7:00am? Top of Page
A: Resident Students need to contact the University Police or Resident Directors.

3. Do I have to be present for maintenance requests? Top of Page
A: No. By submitting a work request you are requesting us to perform the service during normal business hours. Facilities personnel will leave a notice (business card) advising they have entered your room to address your request. This notice will indicate the work is completed or that follow up is required.

4. Can I paint my room? Top of Page
A: All residence hall rooms are painted on a rotating schedule. Residents are not permitted to re-paint their rooms. We encourage the use of removable posters and other decorations to personalize your room.

 

Locksmith Services
Facilities Service Desk Home

1. Who is responsible for unlocking classrooms? Top of Page
A: Classrooms are to be unlocked by Locksmiths. Please call Facilities Service Desk if you have trouble with classrooms being locked.

2. My key broke off in the lock and I need a Locksmith. Top of Page
A: Please contact the Facilities Service Desk at ext. 5444 to report the situation.

3. My key will not open the door. Top of Page
A: The key may be defective, i.e., a bad cut, worn or a burr on it. Please contact the Facilities Service Desk at ext. 5444 to report the situation.

4. I will be changing departments and my successor will need the same keys. Can't I just pass them on to him/her? Top of Page
A: No. Until you have returned your keys and been provided a receipt, you will be held responsible for those keys.

5. My room has been re-keyed. Can I turn in my key and get the new key? Top of Page
A: The old key has to be returned to Locksmith Shop. In order to obtain the new key, please contact the Facilities Service Desk at ext. 5444.

6. I lost my keys. What do I do? Top of Page
A: Report loss to the Facilities Service Desk who will initiate the proper paperwork for payment. If deemed necessary, you will be instructed to report the loss to University Police and obtain a crime log number.

7. I can not find the key to my filing cabinet or desk. Can I just turn in a Work Request? Top of Page
A: Yes. Desks and filing cabinets contain material that is low security information. Unless they contain 'sensitive' material that the department head wants security maintained by the college locksmith, a work request can be submitted.

8. I teach a class on the weekend, will the building be open or do I need a key? Top of Page
A: Have your department contact Registrar who will in turn place the request on their room opening schedule. University Police is responsible for buildings being opened on the weekends and holidays.

9. How do I get into my office if I have forgotten my keys? Top of Page
A: Contact the Facilities Service Desk at 5444 between 7:00am to 10:30pm Monday to Friday. Please call Campus Police at ext. 5222 after-hours and weekends.

10. I have been requested to submit to a key audit. Am I obligated to do so? Top of Page
A: As a verification of key records, a key audit may be performed either on a department or an individual basis. Key audits will verify that all keys assigned to an individual are still in his or her possession. Department audits will verify all individuals who have been issued keys by this department.

 

Access Control System Services
Facilities Service Desk Home

1. There is no light on the access control reader? Top of Page
There may be no power to the door lock or the led light burned out. Please contact Facilities Service Desk at ext. 5444 to report the problem.

2. Light doesn’t turn green when I swipe my card over the reader? Top of Page
You may have a defective access control card. Please contact Facilities Service Desk at ext. 5444 to report the problem.

3. There is green light when card passed, but the door won’t open? Top of Page
Incorrect door opening technique or incorrect access to door. Try pushing the door open without turning handle. Try turning handle before pushing door open. If these suggestions do not work please contact Facilities Service Desk at ext. 5444 to report the problem.

4. I scanned my card but there is no reaction from the door? Top of Page
Incorrect card scanning technique or incorrect access to door. Approach the reader with your card slowly, not with quick, up and down movements. Card should be flat, not turned sideways. If access card is inside wallet, try removing card from wallet and scan using above technique. Also check that you do not have card placed next to another access card inside your wallet. Reader may be picking up code from another card. If these suggestions do not work please contact Facilities Service Desk at ext. 5444 to report the problem.

5. How do I use the handicapped accessible doors with my access card? Top of Page
First scan card, then push button within 10 seconds of scanning card.

6. What does the yellow, green, and red light means? Top of Page
The lights on an access card reader BEFORE swiping your card

• Yellow - The door is locked. Swipe your Access Card to gain access.
• Green - The door is already unlocked.
• Red - The door is locked to everyone. No one is allowed to access this door.

The lights on an access card reader AFTER swiping your card

• Yellow - The access card reader did not read your card. Try again, and make sure that you are swiping properly.
• Green - You are authorized. The door should unlock for you to access.
• Red - If after swiping your ID Card, you get a red light, then you are not authorized. Your access privileges may not be valid for 24 hours a day.