APPA

CENTRAL OREGON COMMUNITY COLLEGE Bend, Oregon Submitted by Mike Beaulieu, Campus Services Operations Supervisor SNOW REMOVAL FOR DISABLED STUDENTS, STAFF, AND FACULTY Located on the eastern flanks of the Oregon Cascades mountain range, Central Oregon Community College (COCC) certainly gets its fair share of wintry weather—multiple days/ weeks of cold and deep snows. ese weather conditions alone can present snow removal challenges. Add to that the fact that the main Bend campus is located on the side of a 400-foot-high butte, and you've got a recipe for disaster if removal operations are not handled smoothly. Campus Services is responsible for snow clearing on almost 8 miles of roads, over 500,000 square feet of parking, 7 miles of sidewalks and stairs, and 65,000 square feet of patios. is is accomplished by following a comprehensive snow removal plan created in 2015, which utilizes a series of maps and charts that assign equipment to prioritized areas of the college. A dedicated approach to maintaining clearance at all 78 ADA (Americans with Disabilities Act) parking spots throughout campus is one of our top priorities. We have a skidsteer with a blower attachment as well as a newly purchased four-wheel drive Gator equipped with a blade. ese are assigned to the ADA spots. Plowing of these areas begins as soon as we receive 2 feet of snow. Adjacent access ramps to sidewalks are cleared by hand if necessary. We take great pride in providing quick and easy access to everyone at COCC regardless of weather conditions or access needs. ■ FACILITIES MANAGER MAY/JUNE 2017 29 According to the 2016 APPA Thought Leaders report, Remaking the Facilities Organiza- tion, "Most colleges and universities do not traditionally think of themselves as being in the business of customer service…Most of us immediately recognize excellent customer service when we experience it, but few of us spend enough time thinking about what goes into that experience. Superior customer service doesn't happen by accident." Everyone involved in the campus facilities management, operations, and capital con- struction operations is responsible for build- ing strong customer service and customer expectations throughout the college, univer- sity, or school. Following are a few examples of the thoughtful, innovative, and meaningful ways in which the facilities organization has improved customer service and built relation- ships at their institutions.

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