Facilities Management is responsible for the care and maintenance of our campus buildings
and infrastructure. Regardless of age or function, these facilities are critical to
the University’s core mission with the people who maintain them being equally important.
The condition, the appearance, and the aesthetic of hallways, classrooms, and community
spaces are directly impacted by the work of Custodial Services.
Mission
The mission of Custodial Services is to provide a clean and safe environment for students,
faculty, staff and visitors while maintaining facilities at the highest standard possible
with the resources allotted.
National Standards
Facilities Management has aligned our operational strategies and cleaning metrics
with APPA, formerly known as the Association of Physical Plant Administrators. “More than 1,200 learning institutions worldwide makeup APPA’s membership with each
institution invested in creating more inviting and supportive learning environments.”
APPA has established custodial and maintenance services levels to assist staff and
managers with assessing and quantifying facility condition and staffing effectiveness.
The service levels, or guidelines, use a 1 to 5 scale with 1 being the highest rating
and 5 being the worst level of service. The following provides a summary of APPA’s
rankings and the facility descriptors associated with each.
Level 1: Orderly Spotlessness
Floors: Floors and base moldings shine and/or are bright and clean; colors are fresh. No
dirt buildup in corners or along walls.
Vertical & Horizontal Surfaces: All vertical and horizontal surfaces have a freshly cleaned or polished appearance
and have no accumulation of dust, dirt, marks, streaks, smudges, or fingerprints.
Ceiling and Lighting: Bright and clean, attractive lighting. No missing ceiling tiles or other deficiencies.
Restrooms: Restrooms are electronically monitored for use and are well stocked, well lit, in
repair, spotless, and verified for cleanliness.
Customer Satisfaction: Proud of facilities, have a high level of trust for the custodial organization.
Customer Response Time: Able to respond to virtually any type of service, immediate response.
Sustainability & Trash: Custodians are trained and believe in the mission. Trash containers hold only daily
waste and are clean and odor-free
Level 2: Ordinary Tidiness
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Floors: Floors and base moldings shine and/or are bright and clean. There is no build up
in corners along walls.
Vertical & Horizontal Surfaces: All vertical and horizontal surfaces are clean, but marks, dust, smudges, and fingerprints
are noticeable upon close observation.
Ceiling and Lighting: Bright and clean, attractive lighting. No missing tiles.
Restrooms: Restrooms are monitored by weekly inspections and are normally stocked, well lit,
in repair, and verified for cleanliness.
Customer Satisfaction: Satisfied with custodial-related services, usually complimentary of custodial staff.
Customer Response Time: Response to most service needs, including limited non· custodial activities are typically
within a day.
Sustainability & Trash: Recycling in place. Some green cleaning in place. Trash containers hold only daily
waste and are clean and odor-free
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Level 3: Casual Inattention
Floors: Floors are swept or vacuumed clean, but there may be stains. Visible build up of
dirt and/or floor finish in corners and along walls. There are dull spots and/or matted
carpet in walking lanes. Base molding is dull and dingy with streaks or splashes.
Vertical & Horizontal Surfaces: All vertical and horizontal surfaces have obvious dust, dirt, marks, smudges, and
fingerprints.
Ceiling and Lighting: Small percentage of lights out, generally well lit and clean. No missing tiles.
Restrooms: Restrooms are monitored by monthly inspections and are normally stocked, lighting
is sufficient, and the room is relatively clean.
Customer Satisfaction: Accustomed to basic level of custodial care. Generally able to perform mission duties.
Customer Response Time: Services available only by reducing service in other areas, with response times more
than a day.
Sustainability & Trash: Basic recycling is normal and maintained. Some sustainability initiatives in place.
Trash containers hold only daily waste and are dean and odor-free
Level 4: Moderate Dinginess
Floors: Floors are swept or vacuumed clean, but are dull, dingy, and stained. There is an
obvious buildup of dirt and/or floor finish in corners and along walls. There is a
dull path and/or obviously matted carpet in the walking lanes. Base molding is dull
and dingy with streaks or splashes.
Vertical & Horizontal Surfaces: All vertical and horizontal surfaces have conspicuous dust, dirt, smudges, fingerprints,
and marks.
Ceiling and Lighting: Numerous lights out, some missing diffusers, secondary areas dark, bugs in lenses,
some tiles stained.
Restrooms: Restrooms are monitored by inspections from time to time. Supplies run out from time
to time. Some complaints about cleanliness that readdressed within a day.
Customer Satisfaction: Generally critical of cost, responsiveness, and quality of custodial services.
Customer Response Time: Services available only by reducing service in other areas with response times a
week or more.
Sustainability & Trash: Trash containers smell, are stained and are frequently at capacity with old trash
Floors: Floors and carpet are dull, dirty, dingy,scuffed, and/or matted. There is conspicuous
buildup of old dirt and/or floor finish in corners and along walls. Base molding is
dirty, stained, and streaked. Gum, stains, dirt, dust balls, trash are broadcast.
Vertical & Horizontal Surfaces: All vertical and horizontal surfaces have major accumulations of dust, dirt, smudges,
and fingerprints, all of which will be difficult to remove. lack of attention is obvious.
Ceiling and Lighting: Dark, lots of shadows, bulbs and diffusers missing, cave-like, damaged, bugs in lenses.
Missing and damaged tiles.
Restrooms: Restroom conditions appear dirty. Supplies are uncertain. Wear and tear is obvious.
lighting insufficient. Complaints are routine.
Customer Response Time: Services not available unless directed from top administration, none provided except
emergencies. Consistent customer ridicule, mistrust of custodial services.
Sustainability & Trash: Trash containers smell, are stained and are overflowing with old trash
More information about APPA service levels and the categories used for ranking custodial
and maintenance services are available on APPA’s website.
