Say you are the site manager of Behavioral Health Center (BHC) in Los Angeles. This six-story facility that houses physical and mental health care, substance abuse rehabilitation, detox centers, and probation and sheriff departments offices. A sprinkler malfunctions on a Saturday when all your operations and engineering personnel are off. The water floods four floors, requiring the building to be evacuated.
Site manager Laz Serrano knew what to do when this happened at BHC. He called Servicon environmental services (EVS) director Gabriel Uribe, who arrived on the scene within 20 minutes. Luckily, Gabriel had already scheduled more EVS technicians than usual to work on some extra detailing and was also able to call in a few others to help with the emergency cleanup.
“We started working on the third floor where the sprinkler malfunctioned,” Gabriel says. “Once the water extraction team showed up, we prioritized the first, second, and basement floors. We got those three floors back in operation in about three hours. After the water extraction team was done, we moved to the third floor, and most of those tenants could move back into the building in four or five hours.”
Serrano was thankful. “Gabriel and the Servicon team’s speedy response was pivotal in making sure the damage from the flooding was kept to a minimum. Without the quick response, the damage may have been more severe. I appreciate Gabriel and the team’s dedication and speediness in responding to the urgent matter.”
According to Gabriel, his team’s fast action is attributable to dedication—and experience. “This happened once before, at 9 p.m., just two months after the building was reopened,” he recalls. “That time, a pipe from an eye wash station wasn’t welded right on the 6th floor, so the water flooded the whole building, including the basement. I only live about 10 minutes away, so I arrived at the same time as the former site manager. The water extraction team took a long time to show up, so the site manager, my team, and I started removing the water. BHC is actually on a campus with two other facilities. Stephanie Esquivel was Servicon’s site manager for both of these facilities at the time, and she lent me her floor care team, which gave us six more people and more wet vacs. That was a huge help.”
When a Surprise Is Not a Surprise
Responding quickly to sudden events is nothing new for Gabriel and his team of 35 cleaning technicians, who are responsible for more than 500,000 square feet. For starters, BHC’s diverse tenants hold many conferences and have even had live-stream events, both planned and spur-of-the-moment. Also, BHC’s one-stop care concept is the first and only facility of its kind in the country. This means frequent last-minute visits from state and local government officials, high-ranking doctors, and other executives interested in seeing the facility and how it works.
“In most facilities, workers get advance notice and have time to plan, schedule, etc., but there are times where we can have just a couple hours’ notice,” Gabriel says. “Laz will get in contact with me about any last-minute changes or visits that have happened and he’ll ask if our team can assist and so, I say, ‘Of course,’ and we get right on it.”
Assisting can include anything from detailing one or more of BHCs numerous conference rooms that can accommodate a total of 700 people or, like in the recent weeks, preparing the entire facility for an impromptu visit from a prominent California senator.
Other times, a fast turnaround is required to prepare for a potential tenant’s spontaneous visit. “The top two floors are empty,” Gabriel explains. “So, when we have programs considering opening in the facility visit, we must get the unoccupied areas that we clean less frequently in top shape. When new tenants come in, they can remodel to fit their needs. So many spaces require cleaning up from the construction going on nearby.”
Respect All Around
One reason the short notice doesn’t bother Gabriel and his team is their relationship with the BHC.
“They are amazing clients,” Gabriel says. “I don’t feel like a vendor. Servicon likes to say our clients are our partners, and that’s what we have with BHC. It’s a complete partnership. I’ll ask if they have a priority for us, but otherwise, they’ll say we are the experts and let us do our job.”
Gabriel is treated with similar respect by his manager: “My manager doesn’t act like a boss instead he guides me like a leader. He lets me know he is there if I need something. He’s there for support, not to tell me what to do, and He also trusts that I know my site.”
Through Gabriel, this respect is passed on to his team. “I appreciate my team,” he says. I am glad to be head of such a knowledgeable and responsible group of people who are always there and ready to work where needed. It’s great to know we are all on the same team striving for the same goal.”
“I like working here because you always learn something new. Cleanliness helps the patients, the staff, and us to take pride in what we do.” – Walter Ajpacaja
