HACM maintenance director describes new 'pod' staffing model, response times and data gaps

HACM maintenance director Mike Wellman told the board Feb. 18 the authority has moved from stationing mechanics at individual developments to assigning teams in ‘pods’ covering nearby sites, a change intended to boost coverage with the current workforce.

Wellman said HACM employs 35 maintenance mechanics and five custodians, with additional specialists: four HVAC technicians, three life‑and‑safety staff, five pest‑control technicians and six debris crew members. He described the work‑order process: residents submit requests through an online portal, property managers transmit the work orders to maintenance via Yardi, staff assign tasks, technicians record notes and residents receive sign‑off confirmations or QR‑code slips.

Wellman said emergency work orders “should be within 24 hours” for initial response, with nonemergency jobs typically completed in one to two days when possible; he acknowledged HUD guidance sets a 72‑hour window for many nonemergencies. Commissioners pressed for more granular metrics — how many orders are open, and counts by 30/60/90‑day categories — and asked for a monthly summary showing the pod map, workload distribution and exception reports by development.

Commissioners also asked how HACM verifies completion: supervisors spot‑check completed work orders and the agency uses random resident follow‑ups, and technicians leave signed slips when residents are absent. Wellman recommended hiring another eight to ten maintenance mechanics to improve coverage and reduce backlog; the board requested the specific staffing and backlog numbers in future monthly reports.

Next steps: Staff agreed to include a clearer, development‑by‑development breakout of open work orders in upcoming reports and to provide the pod maps and 30/60/90 day counts at the next monthly update.