Responding to COVID-19 | SERVPRO® of Cedar Mill/Oak Hills

3/26/2020 (Permalink)

In these unprecedented times, we remain steadfast in our commitment to helping our customers.

We must adjust our operations to some extent. At SERVPRO of Cedar Mill, we have begun screening calls for COVID-19 symptoms or situations. Even if we have a simple water loss, we ask if they understand the 3 levels or Categories of COVID-19 

We are asking about symptoms such as cough, fever or shortness of breath. If that information is obtained, we then relay to our responding units to don appropriate PPE.

We’ve adjusted our response matrix and how we approach damage restoration calls. For the time being, we send in the minimum required number of personnel to assess the situation. If additional help is needed, that crew radios outside to the crew leader to bring in further equipment or personnel. Ideally, if the insured is able to safely do so, have them walk outside to meet our crews. Naturally, this is not always possible, and we must remember to put our customers first.

If COVID-19 symptoms are suspected or confirmed crews don the recommended PPE from the Centers for Disease Control and Prevention (CDC). PPE for COVID-19 is a disposable gown to stop droplet transmission to our duty uniforms, gloves to prevent germ transmission to our hands, eye protection to prevent droplets entering our eyes and mucous membranes, and a NIOSH-approved N95 respirator for respiratory protection. If there is low suspicion of infection, then this level of PPE is not needed. We remain cautious, though, depending on where we are responding. For instance, if the responding area has commercial office buildings, hotels or multifamily dwellings, we will consider placing a surgical mask on yourself with eye protection and gloves prior to entering these facilities. Maintain a distance from your customers and limit contact with them as best as possible. Consider placing a surgical mask on them as well to add additional barriers of protection. 

At the station level, we must remain vigilant and keep our areas clean. Our company has instituted a twice-a-day house chore regiment. Surfaces such as door handles and light switches are sprayed down, all surfaces are cleaned with approved cleaners. Keep in mind that the kill time for most cleaners is 10 minutes for biological agents. Spray your surfaces and let them air dry for 10 minutes. Ensure your facepieces on your reusable respirators are cleaned, common areas and rooms are disinfected, and surfaces within the service vehicles and the apparatus are wiped down.

Lastly, do not panic. I’ve heard the phrase that these are “unsettling times.” To the public at large, that is true, but for us, this is another task that we’ve been asked to handle. It is expected that we remain professional, that we hold the line, and that we educate and reduce our risk of exposure as much as reasonably possible.

One way to view this is as a gigantic hazmat run. We can reduce the contamination by limiting contact, wearing masks and respiratory protection, disinfecting and minimizing time with our customers.