(a) A call from a homeowner reporting a problem with a grinder pump installation in the system in WSSC 3.55.020(a) will come into the Emergency Service Center on 206-4002. Any problems in the system in WSSC 3.55.020(b) will be dispatched to a Systems Maintenance inspector to determine if it is an on-site or Commission problem. The Emergency Service Center personnel know where the grinder pumps are installed as indicated on the maintenance record (history) for each address. Additional information indicating an address is served by a grinder pump and maintained by WSSC can be found in the computer files. With this information, the Customer Information Representative or Radio Dispatcher would be aware that the house is served by a grinder pump, and they will generate a work order for necessary action.
(b) On weekdays, between 7:00 a.m. and 3:00 p.m., the Emergency Service Center will call the appropriate Facilities Maintenance Division zone office and relay the information to either the Supervisor, the clerk, or the technician in charge. Between 3:00 p.m. and 11:00 p.m., the Radio Dispatcher will call all jobs to the Facilities Maintenance Division. Jobs received during these time periods will be handled the same day.
(c) If there is no response from the zone office, the Supervisors may be reached via two-way radio or pager.
(d) Jobs received between 11:00 p.m. and 7:00 a.m. Sunday through Thursday will be held overnight in the Emergency Service Center and given to the appropriate Facilities Maintenance Division Zone Supervisor by the Radio Dispatcher no later than 7:15 a.m. the next morning so that they can properly assign the jobs. Notification procedure is the same as in subsections (b) and (c) of this section.
(e) On weekends and holidays, the Radio Dispatcher will call all of these jobs to the Facilities Maintenance Division.
(f) The Customer Information Representative or Radio Dispatcher will note in the dispatch section of the computer work order:
(1) The date.
(2) Who was called.
(3) The time of the call.
(4) Their name.
(5) Any pertinent comments.
The first copy of the work order will be filed by the Radio Room Supervisor until the completed report is received. The second copy will be sent to the Facilities Maintenance Division Zone Supervisor as a confirmation copy.
(g) The Facilities Maintenance Division crew responding to the trouble call will notify the homeowner when he has arrived at the site and when the job is complete and pump is back in service. If no one is home, a note will be left at the front door notifying the homeowner that the job has been completed, could find no problem, could not gain entry, call back, etc.
(h) The crew will call the Emergency Service Center and advise what was done and if the job is complete. If additional work is required by Systems Maintenance, the Facilities Maintenance Division crew will call on the radio requesting the additional work to be performed, such as cleaning sewer service line, cleaning main line sewer, leak in the street, sewer odor, etc.
(i) The Facilities Maintenance Division crew performing the work will fill out their Facilities Maintenance Division work order.
(j) The Facilities Maintenance Division will attach a copy of the Facilities Maintenance Division work order to the corresponding Maintenance Services work order copy and send it to the Emergency Service Center indicating the work is completed. If for any reason the copy of the Maintenance Services work order has not been received by the Facilities Maintenance Division, the completed Facilities Maintenance Division work order will be forwarded to Work Reception without delay without the work order copy attached.
(k) The Emergency Service Center enters the data from the work order onto the maintenance record (history file).