Keep it safe.
Keep it working.

We are glad you are here. The work you do every day keeps people safe, comfortable, and cared for in the most practical and essential way. Every person we support deserves to live in a space that is functional, safe, and maintained with pride. That starts with you.

This organization values every role, and yours is no exception. Clear is kind, and so is showing up with your skills, your integrity, and your commitment to doing things the right way. We are building something real here, and you are part of it.

This handbook contains the policies and standards that govern the Maintenance Department at Abilities, LLC. It applies to all Maintenance Department employees: Maintenance Technicians, any Seasonal/Temporary Maintenance Technicians, and the Maintenance Director.

This handbook works alongside the Abilities, LLC Employee Handbook. The Employee Handbook covers universal policies that apply to every employee regardless of department. This handbook covers everything specific to working in Maintenance. You are expected to know and follow both documents.

If you have questions about anything in this handbook, talk to the Maintenance Director.

Abilities, LLC is committed to maintaining safe, functional, and compliant environments for all individuals supported, employees, and visitors. The Maintenance Department is a critical operational and safety function within the agency and plays a direct role in protecting health, safety, dignity, and continuity of services.

As a Missouri Department of Mental Health (DMH) Tiered Support Agency, Abilities, LLC approaches maintenance needs using graduated levels of response based on urgency, risk, and impact. Maintenance operations are expected to be proactive, responsive, and escalated appropriately when conditions threaten safety, accessibility, regulatory compliance, or service delivery.

This policy is grounded in the agency's core values of Integrity, Community, and Empathy.

• The Maintenance Department is led by the Maintenance Director
• Maintenance Technicians report directly to the Maintenance Director
• The Maintenance Director reports to the Director of Residential Operations (DRO) for all ISL-related and vehicle repair matters
• The Maintenance Director reports to the Executive Director for facilities-level decisions, including building matters, vehicle replacement, major construction, and renovations
• The Director of Residential Operations reports to the Executive Director

Abilities, LLC is a Tiered Support Agency. The Maintenance Department follows a coaching-based, supportive approach to performance management that prioritizes guidance, feedback, clarification, and skill development.

Employees are expected to make a good-faith effort to follow department policies and procedures. When mistakes occur, the agency prioritizes coaching, retraining, and support. If concerns persist despite support, or if behavior demonstrates willful disregard for safety, policy, or ethical expectations, additional corrective steps may occur in accordance with agency policy.

As a DMH Tiered Support Agency, Abilities, LLC applies tiered support principles to all maintenance operations. Maintenance services are delivered at escalating levels based on risk, urgency, and impact.

• Maintenance employees are issued a debit card from F&C Bank for maintenance-related purchases. This card is for agency business use only.
• For all fuel purchases, employees must use their company-issued WEX Fleet credit card. Personal cards and the F&C debit card must not be used for fuel.

• Retain all receipts, invoices, bids, and related purchasing documentation
• All purchasing documentation entered into the Maintenance Department's ledger per agency financial recordkeeping policies
• Documentation must be complete, accurate, and submitted in a timely manner to support reconciliation, auditing, and compliance

• Work requiring outside contractors must follow competitive bidding practices
• A minimum of three (3) bids must be obtained prior to hiring a contractor
• Bids must be clear, detailed, and itemized, explicitly listing all labor, materials, and services required
• The Executive Director may waive the three-bid requirement if the Maintenance Department is unable to find enough contractors willing to bid on the work

• Use the approved contractor list whenever possible before seeking new or unlisted contractors
• When feasible, preference to local contractors
• Unlisted contractors may be used for availability, specialty services, or emergencies — but all approval, bidding, and documentation requirements still apply

The Maintenance Department also maintains a Do Not Use contractor list. Contractors are placed on this list when they have demonstrated a pattern of failure in one or more of the following:

• Failure to communicate effectively with the agency
• Failure to complete jobs in a timely manner
• Failure to complete jobs correctly or with acceptable quality of work

The Do Not Use list is maintained alongside the approved contractor list and must be consulted before engaging any contractor. Moves to Google Sheets along with the approved list effective 1/1/2027.

• ISL Management employees are required to submit maintenance requests through the designated work order system
• The Maintenance Department is responsible for reviewing work orders as they come in, entering notes, updating statuses, and communicating delays or escalations
• Work orders must be marked Done/Complete once fully addressed

The Maintenance Department is responsible for coordinating and completing physical moves associated with agency operations, including individuals moving into the agency, individuals moving out, and inter-agency relocations.

The Maintenance Department is permitted to engage a professional moving company when necessary due to volume, distance, or limited personnel availability. Use of a moving company must follow M1.4 competitive bidding practices. Prior approval from the Executive Director is required before hiring or committing agency funds.

PTO rules governing how time off is used, approved, banked, cashed out, and paid at separation are in the Abilities, LLC Employee Handbook. The accrual rates below apply specifically to Maintenance Department employees.

Maintenance employees receive all paid holidays listed in the Abilities, LLC Employee Handbook. All agency-recognized holidays are paid days off for Maintenance Department employees. Holiday pay rates are calculated in accordance with the universal holiday pay policy in the Employee Handbook.

Maintenance employees are members of the Residential Chat, which includes RPMs, the Director of Residential Operations, and the Executive Director. This is the primary communication channel for all matters related to ISL homes and anything maintenance-related that affects them.

This applies to all Maintenance employees at all times. The agency does not support secrecy or concealment in care-related communication. Documented communication in the agency chat protects the individuals we support, protects you, and keeps the whole team informed.

Maintenance employees are expected to respond to weather-related needs as they arise, including but not limited to:

• Snow removal and ice management at ISL homes and the agency office
• Salt application to driveways, walkways, and entry areas
• Checking on ISL homes for storm damage, flooding, or utility issues
• Responding to heating or cooling failures during extreme weather
• Ensuring vehicles are operational and accessible

ISL homes are always the first priority during weather events. The agency office is addressed after all ISL properties have been serviced. Within ISL homes, prioritize:

• Homes with individuals who use wheelchairs or require wheelchair-accessible vehicles
• Properties with long or difficult driveways or access points
• Any home where staff have reported unsafe conditions

Snow removal, salt applications, and emergency weather response frequently occur outside of normal business hours. Maintenance employees are expected to respond when called. Each qualifying after-hours weather response is compensated per M9.1.

Maintenance work is physically demanding. All Maintenance Department employees are expected to be physically capable of performing the duties of the role. The following requirements apply to the Maintenance Department as a whole.

• Lift, carry, push, and pull up to 75 pounds independently
• Team-lift heavier items as required
• Crawl, kneel, crouch, bend, twist, reach, and lie on back or side
• Work on hands and knees and in awkward positions
• Enter crawl spaces, attics, mechanical rooms, and other confined or restricted spaces
• Work under sinks, behind appliances, and inside tight spaces
• Climb ladders and work at height in accordance with agency ladder safety requirements (see M8.2)
• Stand and walk for extended periods and perform sustained physical labor throughout the workday
• Work outdoors in all weather conditions, including heat, cold, rain, snow, and ice
• Operate vehicles, tools, and equipment safely
• Drive agency vehicles, including while towing trailers

Some Maintenance Department employees are assigned a company vehicle as part of their job duties. The vehicle may be parked at the employee's private residence. Employees with an assigned vehicle are required to sign a separate Vehicle Assignment Agreement. This handbook section and that agreement work together — both apply.

• Authorized agency business purposes
• Limited personal or incidental use, including routine daily activities such as commuting or school drop-off on the way to or from work

Even when incidental personal use is permitted, the following restrictions apply:

• No towing or hauling for personal purposes without prior approval from the Maintenance Director
• No out-of-state travel without prior approval
• No personal travel with family members without prior approval
• No unlawful or unsafe personal use

The agency maintains a company-owned trailer that may be used with assigned vehicles for authorized work purposes. Employees agree to:

• Use the trailer only for agency-related work
• Ensure the trailer is properly hitched and secured before transport
• Use functioning trailer taillights at all times. Hauling is prohibited if lights are not fully operational.
• Immediately report any damage, incident, or safety concern involving the trailer

Employees with an assigned vehicle are issued a WEX Fleet fuel card for that vehicle under a separate card agreement.

• The fuel card covers fuel for normal business use and incidental personal use
• For extended or non-routine personal travel, the employee must replace fuel used with personal funds

The vehicle may contain agency-owned tools, materials, and supplies, as well as employee-owned personal tools used for work purposes. Employees agree to secure all tools and materials and keep the vehicle locked when unattended.

The agency provides insurance coverage for the vehicle and up to $10,000 in coverage for work-related tools in the event of theft, subject to insurer requirements. The agency is not responsible for personal items unrelated to work.

The employee agrees to:

• Follow all traffic laws, including posted speed limits
• Maintain the vehicle in a clean, sanitary, and odor-free condition, free of excessive trash
• Complete routine vehicle maintenance, including oil changes, tire rotations, filters, windshield wipers, and other standard service
• Ensure seasonal tire changes are completed: snow tires installed each November, snow tires removed each April
• Immediately address and report maintenance issues, as vehicles are essential to Maintenance Department operations
• Immediately report all accidents, damage, incidents, or safety concerns

The employee is responsible for always carrying current proof of agency insurance and vehicle registration in the vehicle.

The vehicle, trailer, and all agency-owned tools and equipment remain the sole property of the agency and may be revoked at any time. All agency property must be returned immediately upon request, role change, or termination of employment.

Preventive maintenance at Individual Supported Living (ISL) homes and the agency office is essential to ensuring safe living environments, regulatory compliance, and uninterrupted service delivery. Preventive maintenance activities should not be deferred unless operationally necessary and appropriately documented.

All fire extinguisher and smoke detector records are logged in the Smoke and Fire Detector Log located in Google Shared Drive > Maintenance.

Smoke detector and fire extinguisher check records are maintained in the Smoke and Fire Detector Log located in Google Shared Drive > Maintenance. The Maintenance Department is responsible for completing and logging all checks. The QAP reviews these records for completion and audit purposes. The Executive Director pulls records as needed for audits and licensing.

The Maintenance Department is responsible for maintaining agency-owned vehicles in a manner that ensures safety, organization, reliability, and regulatory compliance. Vehicles are critical operational assets and must be kept in good working order and ready for use at all times.

At a minimum, the fleet list must include the following for each vehicle:

• Vehicle make, model, year, and color
• Vehicle Identification Number (VIN)
• License plate number
• Assigned or primary storage location

• Maintenance personnel must support vehicle inspections as needed to ensure compliance with annual or bi-annual registration requirements

All agency-owned vehicles receive routine preventive maintenance in accordance with manufacturer recommendations, including but not limited to:

• Oil changes, fluid checks and replacements, and filter replacements
• Tire rotations and replacement of windshield wipers
• Routine safety and performance checks

All agency vehicles must be equipped with the following at all times:

• A fire extinguisher — Maintenance is responsible for monthly inspection, initialing, dating, and documentation of all vehicle and ISL home fire extinguishers (per M3.1)
• A first aid kit
• Proof of current vehicle insurance
• Copy of current registration

The Maintenance Department may use both agency-owned and personally owned tools while performing maintenance duties.

• All tools used for maintenance work must be clearly labeled to identify ownership (agency-owned vs. personally owned)
• Personally owned tools remain the responsibility of the employee and are not considered agency assets
• The agency is not responsible for loss or damage to personally owned tools

Agency-owned tools and equipment are considered agency assets and are subject to all inventory and recordkeeping requirements outlined in this policy.

The Maintenance Department is responsible for maintaining all designated maintenance storage areas, including:

• Maintenance supply closet located at the Office
• Mechanical area located at the rear of the Office
• Outdoor equipment storage area for the salt hopper, snow plow, and associated seasonal equipment. A dedicated storage structure for this equipment is forthcoming.

Hard (non-disposable) goods include, but are not limited to:

• Power tools
• Appliances
• Equipment
• Durable maintenance items
• Yard or grounds equipment
• Specialty tools
• Furniture or fixtures purchased for agency use

Disposable or consumable items (screws, nails, filters, cleaning supplies, lubricants) are not subject to inventory tracking.

• Item name and description
• Purchase amount and date
• Storage location or assigned location

Inventory records must be kept accurate and reflective of the actual condition and location of items.

When an inventoried item is disposed of, removed from service, or no longer in use, the inventory record must be updated to reflect the item status, reason for disposal, and date of disposal. Disposed items remain listed in inventory records with updated status for historical and audit purposes.

The Maintenance Department is responsible for maintaining secure, organized, and complete key access for all agency properties and vehicles to ensure continuity of operations, emergency response capability, and regulatory compliance.

All agency keys must be clearly marked and etched for identification. Keys must be labeled in a manner that allows for quick identification without compromising security.

A complete and current set of keys for each ISL home, including but not limited to:

• Front door and primary entry keys
• Medication cabinet or medication storage keys
• Narcotic storage keys, if applicable
• Any additional keys required for secured areas within the home

The Maintenance Department is responsible for maintaining the Office Key Storage Box, which must contain copies of all relevant agency keys. All keys must be clearly marked and etched, organized consistently, and kept current to reflect active homes, vehicles, and facilities.

The Maintenance Department is responsible for lawn care, snow removal, and ice management at all agency-owned or agency-maintained properties. Snow and ice removal prioritization is covered in M2.4 (Inclement Weather).

The Maintenance Department is permitted to hire one part-time employee, not to exceed 24 hours per week, between April and September to support lawn care and seasonal maintenance demands.

Human Resources is responsible for:

• Posting the job advertisement
• Managing the application process
• Scheduling interviews
• Notifying the Maintenance Director of scheduled interviews
• Coordinating orientation and initial training for the selected applicant

After the temporary Maintenance Technician completes orientation, training continues with the Maintenance team.

The Maintenance Department maintains and operates a variety of agency-owned equipment, including but not limited to: ride-on mower, snow plow, salt hopper, weed eaters, blowers, edgers, trimmers, chain saws, and additional maintenance and yard equipment as required.

• Powered equipment must be operated only by employees trained by the Maintenance Director, or by a Maintenance Technician explicitly authorized by the Maintenance Director to train others
• Eye and hearing protection is mandatory when operating powered equipment. Required PPE is provided by the agency
• Any PPE that is broken, damaged, or no longer effective must be replaced immediately and must not continue to be used
• Equipment must be inspected prior to use and must not be operated if damaged or unsafe
• Guards and safety features must not be removed or bypassed

• When ladders are used for any maintenance activity, a spotter is required at all times
• Ladders must be used in accordance with OSHA safety principles, including proper placement, stable footing, and three points of contact
• Ladder use must not exceed the ladder's rated height or load capacity

Note: Commonly used residential step stools intended for normal household use do not qualify as ladders for purposes of this policy.

Maintenance personnel may be required to respond after hours for emergencies, including but not limited to:

• Catastrophic ISL damage
• Vehicle accidents
• Water leaks or flooding
• Utility outages
• Compromised heating or air conditioning during extreme weather
• After-hours snow removal, ice management, or salt application

After-hours responses may occur more frequently during winter months due to snow removal and salt applications.

The Maintenance Department creates emergency evacuation plans for each ISL home and the agency office. Evacuation plans must clearly identify:

• Primary and secondary exit routes
• Tornado-safe areas or shelter locations
• Fire evacuation routes
• Designated outdoor meeting locations, when applicable

Evacuation plans must be clearly labeled, posted in visible locations, and maintained in legible and current condition.

The Maintenance Department clearly labels critical infrastructure in all ISL homes and agency facilities, including:

• Water heaters, HVAC systems, and mechanical closets
• Electrical breaker panels and main water shut-off locations
• Fire extinguishers

Labels must be clear, durable, and placed for quick identification during routine operations and emergencies.

The Maintenance Department is responsible for maintaining emergency preparedness kits in every ISL home and the agency office.

Each emergency kit must include, at minimum:

• Flashlights and extra batteries
• Battery-powered or hand-crank weather radio
• Bottled water and non-perishable food items
• Emergency blankets and whistle or signaling device
• Dust masks or face coverings
• Toilet paper, hand sanitizer, and paper towels
• Duct tape, plastic sheeting, notepad and pen

• Emergency kits in ISL homes must be checked annually by April 1st in preparation for severe weather season
• Each kit must contain a written inventory list of required contents
• Supplies must be restocked or replaced as needed to ensure kits remain complete and usable

The Maintenance Director is responsible for ensuring emergency kits are maintained, documented, and ready for immediate use.

Maintenance Technicians receive the following annual clothing and footwear allowance:

• $500.00 annually designated for required work pants and boots
• Five (5) long-sleeve work shirts and five (5) short-sleeve work shirts

• Steel-toe boots are required while performing maintenance duties
• Grounded boots are preferred but not required
• A quality pair of appropriate work boots typically costs $150.00 or more
• The Maintenance Director may be consulted for footwear recommendations

• Allowance funds are loaded onto Maintenance F&C debit cards on or by February 1st of each year
• New Maintenance Technicians become eligible after completing their first 90 days. During the first year, the allowance is prorated based on the employee's date of hire
• If an employee chooses not to purchase the required items, the allowance is not paid out as cash or reimbursed

Universal training requirements that apply to all Abilities, LLC employees are covered in the Employee Handbook. This policy covers training requirements specific to the Maintenance Department.

Maintenance employees must be trained and authorized by the Maintenance Director before operating any agency-owned powered equipment. This includes but is not limited to the ride-on mower, snow plow, salt hopper, chain saw, and all power tools. Authorization must be documented.

All Maintenance employees must receive ladder safety training before using any ladder on the job. Training must cover proper placement, load ratings, three points of contact, spotter requirements, and the situations that require a contractor rather than Maintenance staff (see M8.2). Training must be documented.

Maintenance employees who operate agency vehicles or tow trailers must be confirmed competent by the Maintenance Director before doing so independently. Trailer backing, load securing, and safe towing practices must be demonstrated. Competency must be documented.

Additional training may be assigned as new equipment is acquired, safety concerns are identified, or operational needs change. Maintenance employees are expected to complete all assigned training in a timely manner.

Abilities, LLC undergoes a biennial audit (e.g., January 2028, January 2030, January 2032, and continuing on the same cycle). The Maintenance Department plays a key role in audit readiness and is expected to maintain compliance throughout the year, not just before an audit.

• Ensure vehicle fire extinguisher records (initialed, dated, documented monthly) are accurate, complete, and current in Google Shared Drive > Maintenance
• Maintain ISL homes and agency facilities in audit-ready physical condition, including addressing routine repairs, cosmetic issues, and safety concerns
• Prepare homes and facilities so they reflect ongoing upkeep, not last-minute corrective work
• Ensure all inventoried equipment records are current and accurate (per M5.3)
• Ensure all keys are marked, etched, and accounted for in the Office Key Storage Box (per M6.1)
• Ensure evacuation plans are posted, current, and legible in all ISL homes and the agency office (per M10.1)
• Ensure emergency kits are stocked, labeled, and documented (per M10.2)

The Maintenance Director will review this departmental handbook annually and submit recommended additions or revisions to the Executive Director by the last business day in February each year.