__________________________________________________________________________________________________
Table of Contents
A Letter from the President
Purpose of Procedure Manual
Office Hours and Contact Information
Work Flow and Administrative Procedures
Receiving Assignments
Breakdown of Work Order
Work Order Allowables
Turn Time
Charge Back Routines
Cancellations
Forms
Submitting Your Completed Work
Bid Submission
Commission Schedule
Disciplinary Action
What to do When You Cannot Find an Address
Home Verification
Locating the VIN and HUD Number on a Manufactured Home
Determining Occupancy
Entering a Home
Guidelines for Determining Condition
Locks and Lock Changes
Conduct
Hazards
Standard Photo Requirements
General Photo Requirements
Typical Photos
What to Do when You are Unable to Complete the Assignment
Inspection Types – Investigative Services
Borrow Contact Services
Cash for Keys
Occupancy Verification
Environmental Report
Water Damage Report
VIN/HUD Verification
Inspection Types – Marketing Services
Property Checklist
Property Condition Report / Repo
Signs
Quality Control Inspections
Preservation Requirements
Securing Procedures
Lock Change and Lock Box
Boarding and Securing Requirements
HUD Spec Boarding Example
Debris Removal
Lawn Maintenance
Roof Tarping / Sealing
Snow Removal
Sherriff Assisted Lock Out
Winterization
Domestic Water Supple Winterization – Required Steps
Well Water Supply Winterization – Required Steps
De-winterization
Contractor Supply Checklist
HUD Label Location Reference
Procedure Manual Acknowledgment
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__________________________________________________________________________________________________
A Letter from the President
Welcome to the A2Z Field Services Team!
A2Z Field Services was founded in 2001 in Columbus, Ohio by lending professionals who understood
first-hand the need for accurate and timely field inspections. A2Z was created to fill this need and has
grown rapidly specializing in the servicing of properties for a wide base of clients throughout the
United States.
A2Z is dedicated to providing quality field services to our clients in a timely, accurate, and professional
manner. We pride ourselves in our ability to easily adapt to new requests as our business and the
industry continue to evolve. As a contractor for A2Z, you are at the core of our ability to deliver
exceptional service to our clients. We are proud of what we have created, and are excited you have
joined our team. Our commitment to our clients is simple; our pricing will be fair, our quality of service
exceptional, and our integrity beyond reproach.
Our Primary Objective is to provide the best and most complete array of services available to our
clients nationwide.
Your Primary Objective as a contractor must be to continuously strive to provide the highest quality
service.
We believe the embracing of these two objectives, combined with commitment, integrity, and
professionalism by our team members has been the recipe for A2Z’s success and will be the recipe for
your personal success and long term satisfaction.
We look forward to a long and positive working relationship.
William L. McMullen
Bill McMullen
President, CEO
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Revised May 22, 2013
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Purpose of Procedure Manual
The purpose of this handbook is to acquaint you with A2Z Field Services (A2Z). The material contained
in this handbook is an overview of our policies and expectations. Accordingly, you should consult your
tracking coordinator or vendor manager associate for interpretation as needed.
A2Z reserves the right to change, discontinue or vary from any of the policies, procedures or practices
summarized in this handbook at any time without prior notice. A2Z will inform you with any updates as
they occur.
This handbook is intended only as an information source. Nothing contained in this handbook, nor the
distribution of this handbook, is intended to create a contract of employment. This manual shall not be
construed as creating an employee/employer relationship. Every contractor who performs work for
A2Z shall remain an independent contractor. No contractor has the right to receive work from A2Z;
work is awarded based on performance.
The provisions, information and processes contained in this handbook are confidential and are being
shared with you as a result of your status as a contractor for A2Z Field Services. A2Z considers this
handbook, the information contained herein, and any updates, amendments, additions and
modifications of this handbook to be trade secrets, which are proprietary to A2Z.
Office Hours and Contact Information
The hours of A2Z’s home office are Monday through Friday from 8 am to 9 pm eastern standard time.
If you have any questions during these hours, please call us at 800.713.2001 and one of our team
members will be happy to assist you. Outside of office hours, please communicate via email or feel free
to leave a message in the appropriate voicemail box. If the nature of your call is urgent, please use the
emergency contact number below.
The following contact information is provided to guide you to the correct person based on your needs:
Bill McMullen – President & CEO
Amie Sparks – Senior Vice President of Operations
Todd Arena – National Operations Manager
Chris Slaughenhoupt – Vendor Manager
EMERGENCY CONTACT: Chris Slaughenhoupt – 216.390.0650
Company Mailing Address: PO Box 3215
Dublin, OH 43016
Physical Address:
7450 Industrial Parkway, Suite 105
Plain City, OH 43064
Website: http://www.a2zfs.com
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Revised May 22, 2013
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Work Flow and Administrative Procedures
Receiving Assignments
A2Z will not commit to the number or consistency of assignments that you will receive. When assigned
a new work order, you will receive a work order notification via email. You must respond to this email
within 24 hours via your Field Inspector login with your acceptance and a projected date of completion
or the job will be re-assigned. Likewise, if you do not wish to accept the assignment, you need to log in
and decline the job. Note that securing work orders have a 6 hour timeline for accepting/declining the
work.
Please note: Work orders are emailed daily, so it is imperative that you check your email frequently
throughout the day. If your e-mail address changes, it is your responsibility to report changes
whenever they are made.
Details regarding the inspection type, instructions for completion, commission rate and property
location are provided on each work order. Please review these carefully prior to accepting the
assignment.
Breakdown of a Work Order
o I-Number: Each work order notification e-mail will include an assigned A2Z inspection number
(I-number) in the subject line. This I-number must be noted on all subsequent forms, pictures,
emails and other correspondence regarding this assignment.
o Due Date: The first section of the email will show the due date. This is the date by which you
must commit to having the assignment completed and all paperwork and photo documentation
returned to A2Z.
o Assignment Date and Borrower Information: Next, you will see the assignment date (the date
that you have been sent the work order) and the borrower information. The borrower
information includes the lender account number, the name of the borrower and the address of
the property. Please be certain to note the city and state prior to accepting any assignment so
that you can be sure it is within your territory.
o Manufactured Home Information: The next section of the work order outlines any
manufactured home specific information such as the VIN and HUD number, year, make, model,
size and home type (as applicable and provided by the lender). Once you arrive at the property,
you should always compare the home against this information to verify that you have found the
correct home. It is not uncommon with manufactured homes to find a different home as the
address listed.
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o Client Information: A2Z’s client information will follow. This is the lender that requested the
work, the lender representative’s name and contact information. Use this information only
when the instructions dictate that you contact the lender rep.
o Contact Information: The customer contact information is listed next. This will contain
information only when the assignment requires an appointment.
o Special Instructions: Special instructions are special directions as provided to A2Z by the client.
When you receive a work order, please be sure to read through all of the details carefully and
note any special instructions. Special Instructions may be found at the beginning OR end of
your work order verbiage. Special instructions ALWAYS supersede general work order
instructions.
o Inspection Type and Commission: Next is information about the inspection type including the
pay rate, form to be used and instructions. The instructions provided on your work order
supersede any other information that you may have been previously provided. Be sure to read
ALL work order instructions thoroughly. IT IS THE CONTRACTOR’S RESPONSIBILITY TO GET
CLARIFICATION ON ANY INFORMATION THAT IS NOT UNDERSTOOD OR MAY BE UNCLEAR.
Work Order Allowables
Work order allowable is the maximum pay rate for a work order. All work is to be completed within the
allowable. In the event you cannot complete a work order for the allowable, you are usually instructed
on your work order instructions to CALL FROM SITE to see if additional approvals can be granted. All
work completed within the allowable is subject to standard A2Z commission rates. The allowable is not
to be a considered flat rate commission. All reported services must be accurately reported and photo
documented in order to be paid correctly.
Turn Time
Our turn time requirements are five (5) days for preservation jobs, four (4) days for inspections &
single attempt field hits, seven (7) days for multi-attempt field hits, and 48 hours for FNMA QC
inspections. However, some assignments will require a faster turnaround time due to the nature of the
work order. All due dates are clearly listed on the work order. It is important that you keep A2Z
informed with any circumstances that prevent you from completing an assignment within the time
allowed.
Notices are also sent out on a daily basis for any assignment older than five (5) days. You are expected
to submit the completed work for any aging assignments to A2Z within 24 hours from the receipt of
this notice unless you have made prior arrangements with your tracking coordinator. A2Z reserves the
right to withhold payment for any assignment completed beyond the due date listed on your work
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order. You will also need to provide A2Z with the expected date of completions for those that do not
have one listed. Failure to do so will result in reassignment of the job.
Charge Back Routine
When errors are made on the contractor’s part or the contractor fails to follow directions/applicable
guidelines, it may be necessary to charge the contractor for the work as well as any fees incurred in
having the work completed correctly. If work is not completed on time or is submitted without the
required photos and forms, you may also be charged back for the incomplete work. In addition, you
may be required to pay a penalty to cover damages suffered by the lender due to the delay in the
service or inspection.
In situations where a charge back is necessary, a work order notification will be sent to you with an
explanation and the total dollar amount of the charge back. This will be referenced as a negative
amount on your pay summary and will be deducted from your commission check.
Cancellations
In the event that a work order is cancelled, A2Z will notify you via email. If you have not yet completed
the assignment, you should remove it from your schedule. If you have completed the work order prior
to receiving the cancellation notice and you submit all completed forms and pictures within the
following 24 hours, you will be paid for the inspection. You will not be paid for any cancelled
inspections completed after the cancellation notice was sent or if you do not submit all completed
forms and pictures within 24 hours of the cancellation notice.
Forms
The required forms for inspections and preservation services are available on line at A2Z’s website.
Most forms are to be submitted on line, but you will need to print hard copies for the field. Pay close
attention to forms that are available for completion and submission on line versus forms that are not
available to complete and submit on line. If technical issues prevent online submissions, please fax
hard copy of form to 614-504-4699, scan and e-mail a copy of the report to [email protected] or
scan and upload a legible copy of the report with your photos.
Submitting Your Completed Work
After an assignment has been completed, you must submit all completed forms and supporting photos
to A2Z for processing. You must submit the photos (and forms for MOST job types) electronically, via
your A2Z Field Services Inspector log in.
If the work that you submit is not complete, you will be contacted by A2Z via email notifying you of any
work order deficiencies that require corrective action. You will have up to 48 hours to get the
additional information to A2Z before the job is reassigned.
A2Z reserves the right to withhold payment for any assignment not properly completed.
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Bid Submission
Debris removal, boarding, securing and lawn maintenance fall into our preservation services and may
require you to submit a bid prior to completing the work. You will be compensated for the trip to
provide bids if no other services are requested as part of the trip.
For some assignments, there will be an allowable amount. This is the amount of money that A2Z’s
client has pre-approved to pay for the service or job. For any work that cannot be completed within
this allowable amount, you will need to submit a bid. Some work orders will instruct you to call A2Z
from site if allowable is not enough to complete the service.
Additionally, you should submit a bid anytime that you see additional services are needed at a
property. For example, if you note debris in a home while you are completing an inspection, you
should submit a bid for the debris removal with your completed inspection report and photos. If you
see additional work that you are unable or unwilling to complete, this should also be noted on your
form.
All bids must be accompanied by photos detailing the work that is to be completed. A Preservation
Estimate is included in the packet of forms that you have been provided, and is available on line for
uploading to A2Z Field Services.
Commission Schedule
Checks will be cut within 48 hours of check date and mailed from our accounting office every Thursday.
Checks will include commission for all services invoiced the week ending three weeks prior. For
example, all services invoiced 6/4/11 through 6/10/11 will be paid on the check dated 7/5/11.
Completed work is determined by the date A2Z invoices its clients, not the day A2Z receives your forms
and pictures. A2Z typically reviews and invoices completed inspections and preservation work within
24 hours of receiving the completed work order results.
Corrective Action
You will be notified first verbally and then in writing if your performance is sub-standard. All issues will
be addressed on a case-by-case basis to determine what course of action will be taken. A2Z reserves
the right to discontinue sending assignments to you at any time.
What to do When You Cannot Locate a Property
If you are unable to locate an address while in the field, you should call A2Z for assistance. You should
also check with the local post office, sheriff or fire department. If the lender phone number is listed on
your work order, you may contact the account representative. If you must leave a message, you are
asked to remain in the local area for 15 minutes for a return call.
Any unsuccessful attempts to find an address/home must be documented on the appropriate work
order report/form. Please clearly identify what steps you took in your attempt to find the address and
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document these steps with photos. Make sure that you also NOTIFY A2Z prior to leaving the area by
calling 800.713.2001, extension 1. A2Z reserves the right to withhold payment for any assignment not
properly documented and reported.
Home Verification
Upon arriving at a property, always verify you have found the correct home. It is not uncommon for
manufactured homes to have been moved or sold. It is important to make sure you are not entering
the wrong home so make every effort to verify this prior to completing any work. For a manufactured
home, find the HUD label and the vehicle identification number (VIN) and match it to your work order.
You should also verify that any other identifying information on the work order matches the home
such as single or doublewide, vinyl siding, etc.
Locating the VIN and HUD Number on a Manufactured Home
Each manufactured home section built in the U.S. after June 15, 1976 includes a vehicle identification
number (VIN). The VIN identifies the manufacturer and the state in which the home was
manufactured. It is stamped into the front cross member of the frame on each section of the
manufactured home; however, it is not always available due to foundation or skirting.
All transportable sections of manufactured homes built in the U.S. after June 16, 1976 also are labeled
with a manufacturer’s certification that the home is built in accordance with the Department of Urban
Development’s safety standards. This certification label is referred to as the HUD label and is located
on a metal plate on the exterior of a manufactured home, near the rear of each section opposite the
hitch end. A diagram of the HUD label location is available in the Appendix of this manual. A twosection (double-wide) home will have two separate labels. A HUD number consisting of three letters
followed by six or more digits is printed on each HUD label and is unique to that particular section of
the home.
Both the HUD number and the VIN can also be found inside the home on the HUD data sheet. The data
sheet includes the date of manufacture, name and address of the manufacturing plant, serial number
and model. It is affixed in a semi-permanent manner and can usually be found in one of three
locations: on or near the main electrical panel, in a kitchen cabinet or in a bedroom closet.
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Revised May 22, 2013
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Determining Occupancy
It is important that you accurately determine the occupancy of each home. You should never enter a
property that you have determined is occupied.
In most cases, our clients know very little about the property, including its occupancy status so it is
important that A2Z provide its clients with accurate occupancy status. Please use every means
available to you to determine this. These can include:
o Checking to see if utilities are on
o Looking for visible personal items
o Speaking with a neighbor, mailman, etc. (obtain the name/address of the person with whom
you spoke)
o Making direct contact with occupant (obtain the name of the occupant)
o Looking for signs that the property is not being maintained (Examples include tall grass, debris
in yard, etc.)
Entering a Home
A2Z requires that all contractors enter homes to be worked on or inspected without causing damage.
If doors are locked, look for sliding patio doors that are not secure and may be opened to permit entry.
NEVER kick in door, break door handle or use force to gain entry. Training books are available on-line
for keyless entry techniques. Forced entry causes damages to doors, and all liability is assumed by the
contractor gaining access if photos support a door being damaged while gaining entry.
Guidelines for Determining Condition
When reporting the condition of a home, it is important to remember the following definitions:
Average: Normal wear and tear visible, but well maintained. Still attractive, desirable and useable.
Fair: Normal to minor deterioration apparent due to age and/or neglect; less attractive but useable.
Poor: Signs of deterioration obvious. Definitely undesirable and marginally useable or completely
unlivable.
Locks and Lock Changes
It is important to read your work order to determine whether a lock change is necessary. When a
lock change is requested, change ONLY the knob lock on the main entrance of the home unless
otherwise specified. The deadbolt must also be disabled to prevent locking. You may also place a door
cover over the deadbolt location if the deadbolt requires drilling to gain access. The required key code
will be noted on your work order. You are to change a deadbolt if the knob set will not secure the
entrance, and the same key code must be used.
Always indicate the type of lock used, the location of the door(s) where the lock was changed, the
location of the key and the key code used on your report. If keys are not in a lockbox, keys are typically
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Revised May 22, 2013
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left above the door, over an exterior light, in the outside electrical box or with a mobile home park
manager (if applicable). You are responsible for purchasing and maintaining an adequate supply of
locks. Please visit our website for a list of preferred suppliers.
Conduct
Always identify yourself as an A2Z Field Inspector working on behalf of the lender and act in a
professional manner. ALL vendors are required to appear neat and professional (it is never okay to
remove your shirt while on site or have profanity on your clothing). Never express your opinion or
disclose any information regarding the work that you are completing to anyone other than an
employee of A2Z. Whenever contact is made with anyone while completing a work order, all behavior
must be professional. If any work order results in the involvement of law enforcement, YOU MUST
NOTIFY A2Z IMMEDIATELY!
Hazards
A2Z cares about the well-being of our contractors. When completing an inspection, be aware of any
potential health and safety hazards. ALWAYS document potential hazards and their quantity. Hazards
include but are not limited to:
Biohazards – rotting food products, mold, feces, dirty diapers, bacteria, blood, etc.
Paint
Chemicals – oil, cleaners and anything non bio-degradable.
Auto parts containing oil, battery acid or other fluids
Weapons
Drug paraphernalia
Unstable structures
Fire hazards – exposed electrical wiring, evidence of electrical fire, etc. An uncovered attic
entry is considered a fire hazard and photographed and documented on your report.
o Gas leak
o Bare electrical wires
o
o
o
o
o
o
o
o
We strongly recommend our contractors carry personal breathing equipment in case you encounter
one of the above items during an inspection. Do not attempt to remove these items without proper
equipment. If you feel that you are not qualified to remove a particular hazard, we recommend that
you call the local fire department for help in determining what you are dealing with.
If you feel that your safety is compromised while on a job, take photos to support your claim, leave the
home immediately and contact A2Z.
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Revised May 22, 2013
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Standard Photo Requirements
The resolution on your digital camera is to be set to 640 x 480 & all pictures should be shot
horizontally. If you are unsure how to adjust the resolution on your camera, please consult your
owner’s manual or the manufacturer’s website for additional assistance. Photos taken should be taken
using the following guidelines:
o
o
o
o
o
Only still pictures are required – video and sound are unnecessary and unacceptable.
Flash is recommended indoors or in dimly lit settings.
Submit all photos in color.
Save photos in jpg format.
Arrange all photos in a logical work order sequence.
IT IS NOT ACCEPTABLE TO PERFORM WORK AND TAKE PHOTOS IN THE DARK!
Unless otherwise specified, the amount of photos taken should be the minimum amount of photos in
order to show property conditions. Always follow the photo documentation guidelines as noted on
each work order.
Typical Photos
Every job is different; however, photos will be required on every job. Common photos include:
o Exterior photos of the home (front & back of home): These images should include as much of
the home as possible. If the structure is a multi-unit, photographic proof is also required. For
example, multiple gas or electric meters.
o Photo of the address: Typically, this is a shot of the mailbox or porch with house number.
o If the home is a manufactured home: You will also need to take a photo of the HUD label, VIN
(stamped on frame) and all sections of the interior data sheet (readable photos of data sheet
so client can clearly read all information).
o If the home is on private property (not in a mobile home park or condominium community):
Take two photos of the yard (100’ x 100’ perimeter photos).
o Documented damage: Any damage to the home should be documented on your form and
supporting photo documentation must be provided.
o Any signage, warnings or notices posted on or around the property: For example: For Sale
signs, Condemned signs, and Hazard signs or any City notices and violations.
o Before and after photos: It is important that both photos are taken from the same angle (this
will reduce the possibility of a chargeback). It is recommended that you put some sort of
reference in the picture such as a tree, lamp post, banister railing, etc. It may also be helpful to
make a small chalk mark where you stood when you took the first picture. Items that should be
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photographed with before and after pictures include lock changes, lawn maintenance, debris
removal, repairs, boarding and securing.
o Lock changes: All lock changes must be clearly documented with a photo of the old door lock, a
photo of the door after the old lock was removed and a photo after the new lock is installed. If
you are removing or changing a deadbolt, you may include both the deadbolt and lock set in
the same photo. All photos should be taken from the entry side of the door.
o Key placement: A photo showing where the key has been hidden is also required. Typical key
locations are in a lockbox, above the door, over an exterior light, lock box, in the outside
electrical box or with a mobile home park manager (if applicable).
What to Do If You are Unable to Complete an Assignment
If you are unable to complete an assignment as requested, you must document this on the required
report for the job. Please clearly identify what steps you took in your attempt to complete the
assignment and document these steps with photos. You must also NOTIFY A2Z BEFORE leaving the
premises. A2Z reserves the right to withhold payment for any assignment not properly documented
and reported.
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Revised May 22, 2013
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Inspection Types – Investigative Services
Borrower Contact Services
The intent of Borrow Contact Services is to make contact with an occupant of a home; gather as much
information as possible about the home and its occupants. This includes but is not limited to; Field Hits
(Single or Multi-Attempt), Occupancy Checks, and Cash for Keys. Always represent A2Z Field Services in
a professional manner and follow Federal Debt Collection Practices Act (FDCPA) guidelines which
prohibit the following:
o
o
o
o
o
o
o
o
o
o
o
Use of threats of violence or harm against the person, property, or reputation
Use obscene or profane language
Threaten to take property
Repeatedly using the telephone to annoy someone or telephone people without identifying
themselves
Falsely implying attorney or government representatives or misrepresent the involvement of an
attorney in collecting a debt
Falsely implying that a crime has been committed and occupant will be arrested if they do not
comply
Giving a false names or falsely represent that they operating or working for a credit bureau
Misrepresenting the amount of your debt or claim they will seize, garnish, attach, or sell
property or wages
Indicating that papers being sent to you are legal forms when they are not
Claiming that actions, such as a lawsuit, will be taken against you
Contacting employers, neighbors, friends and relatives and revealing delinquency information
to them
For more information on FDCPA guidelines, refer to:
http://www.ftc.gov/bcp/edu/pubs/consumer/credit/cre27.pdf
Note that the Fair Debt Collection Practices Act regulates debt collection agencies and attorneys and
does not apply to original creditors. However, most major creditors have adopted collection policies
that do not violate the FDCPA. Original creditors are regulated by state laws which might closely follow
the FDCPA. Therefore, if a debt collector’s conduct violates the FDCPA, there is a good chance it also
violates laws in your state.
In addition, you should never use the “F Word” (Foreclosure) when speaking with occupants,
homeowners, neighbors, etc.
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Cash for Keys
Cash for keys is an attempt to obtain an agreement for the occupant to vacate the home in exchange
for a cash incentive from the lender. These offers help the lender because their property is vacated
quickly and is less costly than an eviction. The occupant also benefits by receiving a cash incentive,
although they are usually offered a short time frame to vacate. Cash for keys should not be
confrontational. Effective communication is vital. It is important to stay focused and try to diffuse any
hostile situations by staying calm and empathizing with the borrower. The occupant has the discretion
on whether they will comply with the terms of the agreement.
Occupancy Verification
The purpose of an occupancy verification inspection is to determine the occupancy status of a home by
visual or non-intrusive assessment. Look for signs of occupants, such as vehicles, recent lawn
maintenance, outdoor furniture, pets, etc. Occupancy verification may require speaking with a
neighbor or the occupant. NEVER enter or declare a home vacant if the occupancy cannot clearly be
determined. Document how the property is determined occupied or vacant and complete the A2Z
provided reports. Other techniques used to determine occupancy are described on page 11 of this
manual.
Environmental Report
Environmental Report Inspections are to assess the exterior of the home ONLY for environmental
hazards. This job type restricts access to the exterior of the property only. Entering any property
without approval or instruction on your work order will result in disciplinary action. Photo
requirements for this inspection type are limited to pictures which support investigative findings of
environmental hazards and an address verification.
Water Damage Report
Water Damage Report inspections are designed to assess the damage a home has accumulated from
water infiltration. Attempt to locate the source of incoming water (i.e. roof leak, foundation cracks,
etc.) and provide photo documentation of the home’s interior with special attention placed on the
damage water has caused. Thoroughly document your findings on the A2Z provided reports.
VIN/HUD Verification
VIN and HUD verifications are used to verify the Vehicle Identification Number (VIN) and interior data
sheet of a manufactured home. The VIN plate can be found opposite the hitch end. The data sheet can
usually be found in a kitchen cabinet, utility closet, or master bedroom closet. Provide clear, legible,
and up-close photos of the VIN and the interior data sheet. The data sheet may need to be taken in
quadrants of four for all parts to be legible.
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Inspection Types – Marketing Services
Property Checklist
A property checklist is a recurring inspection to ensure the home is still safe, secure, and free of any
new damages. Provide photo documentation of each room, damages that appear to be new, and
thermostat showing the temperature. Document the temperature at which the thermostat is set and
the status of the utilities in the A2Z provided report.
Property Condition/Repo
Property Condition Report inspections are designed to assess the interior and exterior of the home,
garage, and all outbuildings. Provide a full set of clear, wide angled interior and exterior photos. These
photos should include all appliances or previous locations if removed, all utility meters, electrical
panels, heating, cooling, and water sources, and any damages that may affect the value. If the property
is a mobile home, you MUST take legible photos of the HUD label (located opposite the hitch end of
the trailer) and the interior data sheet (located inside a kitchen cabinet, utility closet, or master
bedroom closet).
Signs
This is a service that we provide to clients who require that signs be placed at and near a property in
order to promote the sale of the home. Lender-specific instructions will be provided to you. Some
lenders prefer to provide you with their own sign, and some require you to purchase a For Sale sign
from a local hardware store, the sign should be 2’x3’ or as close as possible in size. Any writing on the
sign must be done with a large permanent marker and be clearly readable. Photo requirements for
this job type are limited to address verification, clear photo of the for sale sign with appropriate
home/contact information and placement of the sign/signs. It is always important to read each work
order carefully, as some work orders may request additional services, photos and/or preservation bids
along with your report of services provided.
Quality Control Inspections
Quality Control Inspections are issued to evaluate the preservation work performed by another
contractor, not the condition of the home. Provide photos of any deficiencies (examples of expected
work not completed). This includes, but is not limited to, cobwebs, debris, dust, dirty floors, long grass,
etc. Document the deficiencies in the QC report.
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Revised May 22, 2013
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Preservation Requirements
Securing Procedures
Ensuring that a property is locked and secure is critical to protect our clients’ asset. A secure property
reduces the chance of potential problems. You must ensure that the following guidelines are followed:
o A home is always considered to be secure if it is occupied. Never change the lock on a home
that is occupied.
o Make sure that all lock changes are reported on your report with the type of lock, location of
key and the key code.
o Always use the key code indicated on your work order.
o Make sure that all locks that you have changed are operable with a Master Key prior to leaving
the property.
o If a home is vacant and you do not have authorization to change the locks, contact A2Z while at
the property.
o If a property has a lockbox that you must remove to gain access, place it inside the property in a
visible location, preferably in the kitchen.
o Call A2Z while at the property for any other securing that is needed and has not been
requested.
Lock Change and Lock Box
The purpose of a lock change is to effectively secure a property against unauthorized entry. It is
extremely important to verify the property is vacant before changing any locks.
Always read your work order carefully to determine how many and which locks should be changed, the
key code required by the client, and whether a lockbox is required. Only change the knob lock and
disable the deadbolt on the main entrance unless otherwise specified.
In the event that you are not able to change the lock(s) as requested, you must notify the tracking
department (800-713-2001, prompt 1 for Vendor Management) while on site and provide details of the
circumstances on your report. If the door casing is damaged and the door cannot be secured with a
knob lock, use a hasp and padlock to secure the door.
Boarding and Securing Requirements
Boarding material may be any exterior-grade CDX un-sanded plywood and must be 1/2” thick for
boarding windows, 5/8” for large windows and single door openings, and ¾” for all large door openings
and plywood security doors. Plywood must also be one continuous piece of lumber. To properly board
openings, 2 2x4s must be used as backing boards and secured to the plywood with 2 carriage bolts per
2x4, totaling 4 carriage bolts. The completed board up should cover both the window and the frame
around it. Photos of before, during and after must be provided, and they must be from BOTH the
interior AND the exterior of the opening that is boarded.
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Revised May 22, 2013
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When there is no primary entry door, 3/4” thick CDX plywood hinged for the main entry must be
installed, along with a padlock and hasp. The hinges MUST be mounted on the inner side of the
plywood and a padlock and hasp must be placed so they cannot be removed from the exterior of the
property.
If the home has a garage, it is also important to remember to unplug the overhead garage door opener
and secure the garage door with a padlock (on the rail) to prevent entry into the home through the
garage. If the overhead garage door is missing, and the garage is attached to the home, frame out
boarding (2x4 perimeter frame with 2x4 studs spaced 16” apart) will be required. Photos of before,
during and after must be provided, and must be taken from both the interior and the exterior of the
boarding.
ALL BROKEN GLASS MUST BE REMOVED FROM THE WINDOW & SURROUNDING AREAS DURING
BOARDING.
OSB BOARDING IS NOT PERMITTED BY A2Z FIELD SERVICES. USE OF THIS MATERIAL FOR BOARDING
WILL RESULT IN RETURN TRIPS, REDUCED PAY OR CHARGE BACK.
Many work orders will provide a securing allowable. All calculations are to be done using united inches
(length + width) x $.64. If you receive a request to board or secure a home and you are unable to
complete it for the allowable amount, please use a Preservation Estimate to submit a bid to A2Z.
Carefully read your work order instructions in case you are being directed to call from site if allowable
won’t cover the work required. It is important to use photos to clearly show the number of areas
needing boarding.
HUD Spec Boarding Examples
HUD Spec Window Boarding
18
HUD Spec Window Boarding
Revised May 22, 2013
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Debris Removal
A2Z Field Services provides a double quality check for debris removals. When debris is removed from a
property the job is verified by two different departments for accuracy. In addition, QC work orders are
often issued to confirm proper debris removal.
It is extremely important that photos support reported cubic yardage removed. If large discrepancies
are found in supporting photos you will be contacted for additional photos or notified that you will be
paid for what your photos support. The following is an easy to follow list of guidelines to use while in
the field completing debris removal:
o Photograph areas with debris in a wide angle camera shot from the same angle both BEFORE
and AFTER the debris has been removed
o Broom sweep ANY MANUFACTURED FLOOR SURFACES (concrete floor in garage, porch, wood
flooring, carpeting, etc.) whenever debris is removed
o ALWAYS remove debris from the property. We realize that some ordinances will allow debris
burning; however, it is NEVER ACCEPTABLE to burn debris on site. ALL debris is to be REMOVED
FROM SITE and properly disposed of by vendors. In addition, placing debris in property trash
cans or on curb is never permitted.
o Failure to follow any of the above guidelines may result in reduction of pay, return trips on your
own time and money or a chargeback.
Lawn Maintenance
The objective for this job type is to maintain grounds and cut lawns in conformity to neighborhood
standards and to make the property safe and more presentable to potential buyers.
Grass cut work orders typically have standard commission rates set by lot size. Other items to
remember are as follows:
o
o
o
o
o
Grass should always be cut to a maximum height of two inches (2”)
Grass and weeds should be cut to the edge of the property line
All lawn clippings must be removed from property
All structures, walkways and fence lines are to be trimmed with a string trimmer
Shrubs are to be trimmed as part of the initial lawn cut (away from building AND below first
floor window sills)
Maintenance cuts should typically be performed twice a month between April 1 and October 31 but
can vary depending on the client. After the initial cut, if your maintenance bid is accepted, A2Z will
email you bi-weekly work orders for the re-cuts.
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Revised May 22, 2013
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It is important to remember that all yard waste must be disposed of in accordance with state laws and
regulations. Never leave waste at curbside for local garbage pick-up, and NEVER place clippings in
property trash containers.
Photos from similar angles showing before, during and after lawn cutting service are always required.
Failure to provide these photos may result in decrease in pay, or complete commission charge back (in
addition to administrative fees).
If you receive a request to complete any lawn maintenance and you are unable to complete it for the
allowable amount, please call your regional tracking coordinator from site & also use a Preservation
Estimate to submit a bid to A2Z. It is important to use photos to clearly show the work that needs
completed.
Typically, there will be two bids submitted for mowing, especially for lots larger than ½ acre. The first
bid will be the initial cut and should be based on the size of the lot, the height of the grass and the
general condition of the yard. The second bid should be for subsequent bi-weekly maintenance cuts
and should be based on the size of the yard only.
Roof Tarping/Sealing
Roof tarping should always be performed in a manner that adequately covers affected areas and
prevents infiltration of water. Tarping should be completed using polyethylene tarps of appropriate
size to allow the tarp to extend well past the leak and if possible, up and over the peak of the roof
(overlap both areas by approximately 2 feet). Tarps should be secured tightly to the roof using furring
strips around the perimeter of the tarp and throughout the field (middle of tarp) and secured with
appropriate hardware nail through the furring strips (not the tarp itself). Tarps should be drawn tight
and should not have any play or wrinkles when properly secured to prevent tearing. It is NEVER
acceptable to secure a roof by weighing down the tarp with bricks, logs, or other items.
Holes in rubber or metal roofing material should be patched using a polyurethane roofing sealant to
plug any leaks. The surface of the rubber should be as clean as possible and the areas to be patched
should be cleaned with mineral spirits if possible to ensure good adhesion of the sealant.
Snow Removal
Snow removal work orders are issued to allow safe passage of agents, inspectors, and potential buyers
into the home and consist of shoveling snow and applying salt to all areas that have been shoveled.
Most snow removal work orders will specify ‘One Pass’ be made on the driveway. One pass means
removing enough snow to allow someone to park their car on the driveway and walk from the
driveway to the sidewalk without walking through snow. Areas required to be shoveled during a snow
removal include all walkways (especially city walks), the front porch, and minimum of one pass leading
to the garage overhead door.
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Revised May 22, 2013
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Sheriff Assisted Lock Out
You MUST be accompanied by a sheriff in order to complete this type of work order. A specific date
and time will be set by the local sheriff. You should arrive approximately 15 minutes before the set
time. Most law enforcement agents WILL NOT WAIT if you arrive to the property after the set time.
If the home is occupied, you must wait on-site with the sheriff until the occupant clears out his/her
belongings. The sheriff will direct you on local procedures on what to do with the remaining items in
the home (if debris removal is required). If debris removal is required, you must have an adequate
staff to perform the services in a reasonable amount of time. Photo support for this job type consists
of all appropriate securing photos, address verification, photo of sheriff (or vehicle), all members of
your crew and any other services requested by sheriff while on site.
Winterization
Winterizations are performed to prevent the water lines from freezing in an unoccupied home. Freeze
damage costs can be significant so it is imperative that winterizations are done properly. DO NOT
attempt to complete any winterization work if the home is already frozen. Call your tracking
coordinator to report the problem, document the findings with photos and provide a summary on your
report.
All winterizations must use RV/Marine Anti-Freeze containing propylene glycol (pink in color). NO
OTHER TYPE OF ANTIFREEZE WILL BE ACCEPTED.
Required Forms:
o Signed Winterization Form
o Preservation Services Report
Domestic Water Supply Winterization – Required Steps
Upon entering the home, please look for signs of freezing. If the home is not frozen:
o Turn main electrical breaker to off position (IF PROPERTY HAS A SUMP PUMP & THE ELECTRIC IS
ON, TURN OFF ALL BREAKERS EXCEPT FOR THE BREAKER TO THE SUMP PUMP).
o Turn off main water shut off valve
o If a mobile home, disconnect water supply line from the underbelly of the home
o If a site built home, remove water meter (if allowed by local municipality) and cap/plug supply
line
o Drain the water heater
o Turn all faucets to “on” position to allow full drainage
o Attach compressor (via air tight fitting) and blow air through lines to remove excess water
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Revised May 22, 2013
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o After air has been blown through lines, turn all faucets back to “off” position
o Apply 40 psi to plumbing system for 15 minutes to check system for existing leaks. Photos must
support a 15 minute, timed test and must contain photos with legible readings of the pressure
gauge.
o Clean ALL toilet bowls
o Drain/pump ALL water from toilet tanks & bowls
o Add anti-freeze to all drain lines and toilet bowls and tanks (1 gallon per toilet, ½ gallon per
tub/sink drain). Close all toilet lids & tape in the closed position. Do NOT use duct tape to
secure toilet bowl lids
o Set thermostat to 55 degrees prior to leaving the home.
o Post Winterization Notification Sign on electrical box, water heater, toilets, sinks and front door
(blue painters tape is preferred, refrain from using duct tape). (HANDWRITTEN SIGNS ARE NOT
ACCEPTABLE!!)
o Document any water damage (including frozen pipes and toilets)
If already frozen, take photos to support your findings, document the problem on your report and
provide an estimate for its repair (to thaw property & winterize after thawing is complete) via an
online Preservation Estimate form. Note all findings on the Winterization Form and DO NOT complete
anything further.
If previous freeze damage is found it is important show with photo support and report the pre-existing
damages on your report.
Well Water Supply Winterization – Required Steps:
Upon entering the home, please look for signs of water damage or frozen water. If either is present,
take photos of the damage, document the problem and provide an estimate for its repair via an online
Preservation Estimate form. Note all findings on the Winterization Form and DO NOT complete
anything further.
If previous freeze damage is found it is important to document with photo support and report the preexisting damages on your report.
o Turn main electrical breaker to off position (IF PROPERTY HAS A SUMP PUMP & THE ELECTRIC IS
ON, TURN OFF ALL BREAKERS EXCEPT FOR THE BREAKER TO THE SUMP PUMP)
o Make sure well pump breaker is in OFF position and tape in off position to ensure breaker is not
turned back on
o Disconnect water supply line between the property and the pressure tank. (IF SYSTEM HAS A
MAIN SHUT OFF VALVE ZIP TIE IN OFF POSITION)
o Drain all pressure tanks
o If pump is surface mounted, drain pump housing
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Revised May 22, 2013
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o
o
o
o
o
o
o
o
o
o
o
If pump is submersible, disconnect check valve and drain all pump, suction and discharge pipes
Drain the water heater
Turn all faucets to “on” position to allow full drainage
Attach compressor (via air tight fitting) and blow air through lines to remove excess water
Apply 40 psi to plumbing system for 15 minutes to check system for existing leaks. Photos must
support a 15 minute, timed test and must contain photos with legible readings of the pressure
gauge.
Clean ALL toilet bowls
Drain/pump ALL water from toilet tanks & bowls
Add anti-freeze to all drain lines and toilet bowls and tanks. Close all toilets & tape closed with
notice posted
Set thermostat to 55 degrees prior to leaving the home
Post Winterization Notification Sign on electrical box, water heater, toilets, sinks and front
door. (HANDWRITTEN SIGNS ARE NOT ACCEPTABLE!!)
Document any water damage (including frozen pipes and toilets)
De-winterization
De-winterizations are usually performed for inspections. Check all utilities to ensure that they are ALL
ON BEFORE starting the De-winterization process. DO NOT DE-WINTERIZE ANY PROPERTY IF THERE ARE
ANY UTILITIES NOT ACTIVATED.
Please note that using the method of turning the water on to check for leaks is PROHIBITED. A2Z
requires that all De-winterizations begin with a pressure test to check for leaks.
•
•
•
•
•
23
Once all utilities have been verified as being restored, ensure that all faucets, shut off valves
and spigots have been turned to the ‘off’ position.
Connect your air compressor to the plumbing system and begin a 15 minute pressure test with
40 psi (Do NOT connect to any faucets, pressure testing from a faucet location may damage the
faucet). Photos must support a 15 minute, timed test and must contain photos with legible
readings of the pressure gauge.
Once the pressure test is successful and no drop in the pressure gauge was detected, restore
the water supply at the main shut off (or in some cases, the curb box or well pump).
Listen and watch carefully for leaks, as some minor leaks may not register during the pressure
test (reporting plumbing breaks by photos of dripping water, but no photos of a pressure test
will result in your commission rate being reduced to a trip charge).
Once the plumbing system has been determined to be intact you are required to turn on each
faucet and fill each toilet. Photos of running water from each faucet, and sink drains while
water is running, are always required during de-winterizations. Photos of full toilet tanks and
flushed toilets (showing that all antifreeze has been flushed) are also required.
Revised May 22, 2013
__________________________________________________________________________________________________
•
•
•
After ensuring that the water heater (and any other holding tank) is completely full you may
restore power and take photo support of the breaker being flipped to the ‘on’ position, or the
pilot light being lit. RESTORING POWER OR LIGHTING AN EMPTY WATER HEATER WILL
DAMAGE THE HEATER. NEVER RESTORE POWER TO AN EMPTY WATER HEATER!
Restore power to the HVAC system. If the subject property has a gas furnace you are required
to provide a photo showing that the pilot light has been lit. Set the thermostat to 55 degrees,
secure the setting with tape and leave the system on.
Remove all winterization postings.
If damages are found, and it is between October 1st and April 1st, you are required to re-winterize the
property in order to prevent additional damages. Provide a report summary of damages, photos to
support findings and repair bids required to successfully de-winterize the property.
Always call the A2Z Tracking Department to notify of any de-winterizations not able to be performed
due to damaged plumbing or lack of utilities. Be sure to provide a detailed description while on the
phone, in your report and in your photos.
24
Revised May 22, 2013
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Contractor Supply Checklist
Technology to Carry in the Field
o Digital Camera: A2Z recommends that memory card should be able to hold at least 250 images
o Cell Phone: Necessary to communicate with A2Z, clients, lenders, etc. A2Z recommends using a
hands-free device while driving or working on-site.
Office Technology
o Printer and Scanner or Fax Machine: An all-in-one machine will allow you to print work orders,
scan forms and other documents without purchasing additional equipment.
o Computer with high speed internet connection: High speed internet connection is
recommended to efficiently process completed work and upload pictures.
o Email Address: A provider capable of sending a large quantity of picture files is necessary.
Safety Equipment
o Heavy-Duty Work Boots: Properties vary in cleanliness and safety hazards so work boots are
necessary to prevent injury from broken glass, nails, and other harmful debris.
o Safety Goggles: Goggles with side shields should be worn, especially when performing wood
cuts.
o Hard Hat: Not required, but helpful when entering crawl spaces or spaces with little or no head
room.
o Insect/Flea Spray: Wood piles are often nesting areas for wasps and other stinging insects. It is
also important to know what allergies you or your crew members may have.
o Dog Biscuits
o Breathing Respirator
Securing and Lock Change Tools
Set of Required Lock Types.
Lock Boxes: Available for purchase.
Slide Bolts
2 x 4 Lumber: Required for bracing and boarding.
1/2” Carriage bolts, 3” washers and nuts: Carriage bolts should be 10-12” in length to meet FHA
standards.
o Plywood: Must cut to size on-site to cover broken or missing windows as specified on work
order.
o Saber or (Skil) Circular Saw
o Hammer and Nails
o
o
o
o
o
25
Revised May 22, 2013
__________________________________________________________________________________________________
o Screwdrivers
o Tarps: For roof or pool jobs
o Furring Strips: Used to secure tarps for roof tarping
Winterization Tools
o Non-Toxic RV/Marine Antifreeze: Do not use automotive antifreeze! RV and Marine antifreeze
is pink in color and is available at local hardware and automotive supply stores.
o 5 Gallon Jugs of Water: To flush toilets as needed.
o 15 Foot Garden Hose – To drain hot water tank and boiler. Shorter lengths also come in handy
for draining laundry hook-ups.
o Air Hose: A minimum of 75 ft. of 3/8” air hose is required. A reel is not required, but may be
helpful.
o Air Hose Adapter: A 12” section with female water spigot fitting and a male air hose fitting is
required to blow out water lines. A ‘Y’ adapter may be used and may speed up the
winterization process.
o Generator: To supply power to air compressor when no electrical is available and to check
sump pump, as applies). A 4-5 hp compressor requires a minimum power supply of 5,000
watts.
o Air Compressor: Capable of pressurizing water lines to 60 psi. Compressor capacity is optional
but must be able to supply 40 psi at 80 cfm.
o Pressure Gauge: Required for proof that water lines can maintain pressure. Gauge should be
capable of measuring 80 psi. If you use your compressor to blow water lines, you may need
only the gauge on the compressor.
o Heavy Duty Extension Cord: Allows you to run compressor and any other power tools while in
the home.
o Plunger
Lawn Maintenance Tools
o
o
o
o
o
o
26
Lawnmower
Hedge Clippers
Weed Whacker/String Trimmer
Rake
Yard Waste Bags
Blower
Revised May 22, 2013
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Miscellaneous Items
o Work Truck and Trailer: Capable of hauling a compressor, generator, and other tools. A trailer
or truck with a bed is essential for debris removal and lawn maintenance.
o 5 Gallon Buckets: To flush toilets, haul debris, perform maid services, etc.
o Rubber Gloves
o Broom and Dustpan
o Large Heavy-Duty Garbage Bags
o Ladder
o Tape Measure
o Envelopes: Plain white #10 envelopes for field hits.
o Black Marker
o Scotch Tape: For affixing envelopes to the front door during field hits.
o Drill and Drill Bits: Essential for lock changes. Spade bit is necessary for boarding windows.
Minimum 12V unit is ideal. Cordless units are convenient but use batteries quickly.
o Needle Nose Pliers: Handy tool for all types of jobs.
o Flash Light: Large units are helpful especially in homes with no power and smaller units come in
handy for tight spaces.
o Battery Charger: For drills and other cordless implements.
o Power Inverter: For low power electrical items – not required, but recommended for charging
drill, laptop, camera, etc.
o 4 Foot or Larger U-Posts: Necessary for posting signs and available in the fencing section of your
local hardware store.
27
Revised May 22, 2013
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HUD Label Location Reference
28
Revised May 22, 2013
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29
Revised May 22, 2013
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Procedure Manual Acknowledgement
I agree that I will not copy, use, disclose or publish any of the information or processes of this
handbook to any third parties without the prior written consent of A2Z's President. I understand that
any unauthorized use may subject me to civil and criminal penalties under state law. I am also aware
that unauthorized use of this handbook could result in both me and my organization being removed
from A2Z's contractor list.
As a contractor for A2Z, I acknowledge that I am required to keep and maintain all information I
receive from A2Z on a confidential basis. Information that should be treated as confidential includes,
but is not limited to, lender names and contact information, borrower name and financial status, the
status of any property, and assignments I have or am performing. Unauthorized use of this information
may subject me to criminal prosecution, civil liability, and removal from A2Z's contractor list.
I understand it is my responsibility to conform with and comply with all policies and guidelines of A2Z
Field Services and its clients. My failure to do so may result in damages to A2Z Field Services and/or its
clients and I will be responsible for said damages.
I acknowledge that I have received the A2Z Contractor Manual and I have read the document in its
entirety and am required to follow all procedures. I warrant to A2Z Field Services that my performance
of services shall be in accordance with all applicable regulations and shall not violate any laws and
regulations.
Name (please print) _______________________________________
Company Name & Title Held (if applicable) ________________________________________________
Signature ______________________________________
Date _____________________________
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Revised May 22, 2013