Fire

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Employee Training Program Water Certification
Fire Water Cleanup Restoration
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• Safety

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Safety concerns must be taken seriously and
properly addressed before starting emergency
services and restoration work
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Slip, Trip and Fall

• Water-damaged structures and SERVPROs cleanup
  procedures create many slip, trip and fall
  hazards. Wet surfaces are normally slick and
  equipment hoses and power cords can trip people.
  Post warning signs and tell customers about the
  hazards.

• Did you know that Slip, Trip and Fall is the
  number one cause of industrial accidents?

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Confined Spaces

• Typical confined spaces that workers must enter
  during water damage restoration jobs are crawl
  spaces and attics.

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Electrical Hazards

• The first item to check is the power distribution
  box.
• Turn off all circuit breakers at the power
  distribution panel
• If only a portion of the building is affected,
  turn off all circuits providing power to the
  damaged areas.
• This is especially important if water is inside
  wall cavities or electrical outlets or when
  electrical outlets are located on the floor.

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Electrical Safety Steps
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• Turn off the power to the building at the main
  circuit breaker if this can be done safely. If
  you are unable to access the main circuit panel
  safely, call an electrician to turn off the
  power.
• If water is running from a light fixture, light
  switch or outlet, do not turn on that circuit.
• Use a Ground Fault Circuit Interrupter (GFCI for
  all electrical equipment). Portable GFCIs can be
  purchased at most home supply stores.
• Metal conducts electricity. Dont use metal
  measuring tapes, ropes, hand lines, ladders or
  other metal materials that might make contact
  with energized circuits or equipment.

• Determine the location of electrical wiring,
  cables and power lines before drilling or cutting
  into walls or other structural areas.
• Do not turn on electrical appliances or fixtures
  that have been exposed to water.
• Do not turn on electrical appliances or fixtures
  while you are standing on wet surfaces.
• Always turn off the power at the power
  distribution box before unplugging wet items.

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Key Definitions

• Water Mitigation Stopping any further damage
  from happening. Can include stopping and removing
  water and placing drying equipment.
• Water Restoration The process of getting a
  structure back to the way it was before the water
  damage occurred.

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Infectious Waste Safety Steps

• PPE Wear appropriate personal protective
  equipment when infectious waste is present,
  including
• Respirator.
• Chemical resistant gloves.
• Rubber boots.
• Splash goggles.
• Full-body suits.

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AT RISK PERSONS

• If you find that At-risk persons are in any
  danger, notify your supervisor immediately.

• At-risk people may include
• The very young.
• The old.
• People with respiratory problems such as asthma
  or emphysema.
• People with an immunity deficiency.
• People sensitive to chemicals such as
  disinfectants.

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Dispose of wastewater in accordance with state or
local guidelines. Requirements differ from state
to state and may even be different for various
cities with a state.

• Filter wastewater as you dump it to prevent
  carpet fibers from being released. Filter by
  emptying the dump hose through a spare waste tank
  filter or window screen.
• A biohazard firm should handle water with
  biohazards (medical hazards, human blood or
  tissue).
• Gray and black wastewater normally may be
  disposed of in a treated sewer line. Some states
  require a permit.

• Do Not dump wastewater in Septic tanks.
• Do not dump wastewater in Storm Drains.
• Do not dump wastewater in streams or natural
  waterways.

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ContainmentIn some situations, you may need to
construct containment. The safety purpose of
containment is to

• Stop contaminants from spreading into
  uncontaminated areas.
• Protect building occupants and workers from being
  exposed to contaminants.
• Manage airflow from clean to contaminated areas.

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Chemical Safety

• Chemical usage and safety information can be
  found in the SERVPRO (35026) Chemical Reference
  Manual and SERVPRO (35100) Production Guidelines.
• No one should be present in the area where
  disinfectants and deodorizers are being applied.
  Before allowing occupants back in the area,
  ensure the area is properly ventilated and the
  product has had time to dry.

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Safety Review Questions

1. List three electrical hazards that you should
   check before beginning water damage emergency
   services.
2. When should you look for safety hazards?
3. Why would you construct containment?
4. What types of PPE are needed in infectious waste
   situations?
5. What is an At-Risk person? Who would be
   considered in this category?
6. Where should you dispose of wastewater?
7. Where might you find a confined space in a
   home? List at least two places.
8. What should you do before applying disinfectants
   and deodorants?
9. What is the number one safety concern in a water
   damage?
10. Where are two places to look for information
    about SERVPRO professional products.

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Psychrometry
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• Psychrometry is the study of the air, humidity,
  temperature, and their affect on various
  materials.
• It is the science behind drying.
• The moisture in the air can damage the materials
  it touches.
• A technician uses psychrometrics to measure the
  amount of moisture in the air and to make sure
  that that amount gets smaller as the drying
  process moves forward.

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Relative Humidity

• Relative humidity (Rh) is the amount to moisture
  the air currently is holding at a given
  temperature. Rh is a percent. 100 Rh means the
  air is totally saturated it is holding as much
  moisture as it can at the temperature. 50 Rh
  means that the air is only 50 full it can hold
  50 more moisture before it is full
• You take Rh and temperature readings with a
  thermohygrometer at each job.
• Air at 100 RH is holding all of the water that
  it can

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What happens when the temperature increases, but
the amount of moisture stays the same?

• Think of temperature as the holding capacity of
  the air. Warm air can hold more moisture, cold
  air can hold less.

Temperature Amount Of Moisture Rh
50 54 100
70 54 50
90 54 25
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Specific Humidity

• Specific humidity is the actual amount of
  moisture in the air.

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Determining Specific Humidity

• Once you know the relative humidity and
  temperature, you find specific humidity (grains
  per pound) using psychrometric charts or
  calculators.

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Using the Psychrometric Chart

• The grid of the Psychrometric Chart consists of
  vertical line and horizontal lines. Vertical
  lines represent the temperature in degrees
  Fahrenheit and horizontal lines represent the
  grains per pound. The carves lines of the chart
  represent the relative humidity.
• Find the vertical line that represents the
  current temperature of the air.
• Find the curved line that represents the current
  relative humidity of the air.
• Find the intersection of curved and vertical
  line.
• Trace the horizontal line from the intersection
  point to the columns of numbers on the right side
  of the chart. The first column of numbers
  indicates the specific humidity (the grains per
  pound). The second column of numbers indicates
  the vapor pressure.
• Trace the horizontal line from the intersection
  point to the temperature readings on the left
  side of the chart. These temperatures indicate
  the dew point temperature for air at the current
  temperature and relative humidity.

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Moisture and Materials
Some Common Vapor Barriers 6 mil plastic sheeting Masonry brick ½ plywood Vapor retarding paint semi-gloss gloss enamel Kraft paper faced insulation Some Common Hygroscopic Materials Carpet Pad Upholstery Un-faced Insulation Gypsum wall board Particle board

• Permeance
• Permeance is the measure of water vapor flow
  through a material.
• Vapor Barriers
• Vapor barriers are materials that are
  either waterproof or have a permeance of 1 perm
  or less.
• Hygroscopic Materials
• Hygroscopic refers to materials that easily
  absorb and hold onto water vapor from the air.

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Primary and Secondary Damage

• When materials come into direct contact with
  water, primary damage occurs. When materials are
  damaged by water vapor, secondary damage occurs.
• SERVPRO has been referred by the insurance
  company to limit primary damage and prevent
  secondary damage. If we dont, we have failed
  the customer!

Primary water damages Secondary water damages
Delamination of carpet backings Ceiling tiles moisten and crumble
Swelling and buckling of hardwood floors Wall paper softens and falls
Rusting of metal surfaces Mold and mildew growth
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Thermodynamics

• Nature seeks an equilibrium is the second law of
  thermodynamics and even if it sounds complicated,
  all you need to understand are the following
  rules
• Wet goes to Dry
• Hot goes to Cold
• High Pressure goes to Low Pressure

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Equilibrium Moisture Content

• Equilibrium Moisture Content (EMC) is the
  condition of a material for which moisture
  content has stabilized in relation to the
  relative humidity and temperature of the
  surrounding air. Think about the concept wet
  goes to dry. When moisture is not longer moving
  from wet to dry, you have reached equilibrium

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Condensation

• Condensation is the process in which water vapor
  changes into liquid.

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Dew Point

• The temperature at which water vapor begins to
  turn to a liquid is known as the dew point.
• When drying a structure, you must never let the
  inside temperature reach the dew point or else
  water vapor will turn to a liquid on inside
  surfaces.
• Use the HVAC system or portable heaters or air
  conditioners to control the temperature. You
  determine the dew point on a psychrometric chart.
• It CAN rain indoors, so never use cold
  outside air
• to ventilate a wet structure.

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Evaporation

• Evaporation is the process of pushing moisture
  from materials into the air.

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Psychrometry Review Questions

• What is the specific humidity if the air
  temperature is 80 degrees F and the relative
  humidity is 70?
• What is the specific humidity inside your office
  right now? What is the specific humidity outside
  your office?
• What does nature seeks an equilibrium mean?
• What is the difference between a primary and a
  secondary water damage?
• Explain how equilibrium moisture content changes
  when there is more water in the air.
• Why (and when) should you worry about the dew
  point temperature during water damage jobs?
• What are hygroscopic materials? Vapor barriers?
• What is permeance?
• Define Psychrometry.
• What is the difference between specific humidity
  and relative humidity?

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Drying Theory
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Clean Water

• Clean Water (or category one water) is treated
  water that does not contain waste products.
  Burst pipes, overflowing sinks and defective
  appliances are sources of clean water.

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Gray Water

• Water that has been used and carries waste
  products, but does not contain human waste, is
  gray water (or category two water). An
  overflowing washing machine that dumps wash water
  on the floor is gray. A toilet overflow with no
  solid matter is gray. Gray water contains waste
  products, but generally does not present the
  danger of spreading disease. Pad must be
  replaced. Carpet that is saved must be cleaned
  thoroughly.

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Black Water (eeewwww)

• Black water (or category three water) is
  unsanitary water. Take precautions to protect
  humans from disease in these damages. Sewage
  back-ups are black water damages
• Floodwaters are also black water.
• Carpets and other porous materials must be
  replaced when contaminated with black water.

• Compliance Tip
• Extensive personal protective equipment (PPE) is
  required when cleaning black water damages. Make
  sure you obey local and federal laws!

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Black water may not look black in color.
Gray water may not look gray in color. The
categorization of water depends on the source of
the water and whats in it, not the actual color
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Industry Standards for Carpet and Pad
Water Type Pad Carpet
Clean (category 1) Can be saved in some Cases Can be saved in many cases
Gray (category 2) Must be replaced in all cases Can be saved in some cases
Black (category 3) Must be replaced in all cases Must be replaced in all cases
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Moisture Effects on Wood Flooring

• Warping and Buckling
• Wood naturally contains moisture
• but when wood absorbs excess
• moisture, it expands. Sometimes
• the boards will warp.
• Expanded boards may push
• against each other and may
• buckle at the joints where the
• Boards meet or at the wall.

• Cupping and Crowning
• Cupping occurs when the water is
• absorbed from the bottom and
• Sides of the wood. The edges
• Slightly raise or cup.
• Crowning occurs when the top of
• the wood holds more moisture
• than the sides and bottom. This
• makes the wood arch, creating a
• bowed shape in the middle.

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Moisture Effects on Hard Flooring

• Concrete
• Painted concrete may flake or blister,
  requiring repainting. Concrete floors are
  porous, so water may wick up leaving chalk-like
  calcium deposits on the surface.
• Resilient Tile
• Asphalt tile will usually maintain a good bond
  with concrete following water damage. White or
  chalky areas respond well to cleaning. The
  whitening is often caused by the separation of
  sealer wax or finish from the floor itself.
• Ceramic Tile
• Often, the tile will be unaffected, but water
  will penetrate the grouting, causing warping or
  expansion of the subfloor. It may be necessary
  to dry the floor from the bottom or to drill
  holes into the floor to perform proper
  monitoring.

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Hard Flooring and Moisture Keys

• Always check the subfloor! Dont just assume the
  floor is dry because the top layer is dry.
• If cracks exist in the waterproofing over ceramic
  tile, the subfloor may buckle.
• Instead of pulling up tile, you may be able to
  dry the floor from underneath.

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Moisture Effects on Carpet

• Carpet Construction presents two basic problems.
• 1. Backing separation (delamination)
• Delamination is one of the primary concerns
  in water damages. Even
• new carpets delaminate,
  always check for delamination.
• 2. Latex deterioration
• Latex has several grades. The better
  grades contain additives that
• slow the breakdown process.
  Cheaper latex compounds have fillers
• that take up space, but
  offer no adhesive properties. The more fillers
• in the compound, the less
  adhesive power and the sooner a breakdown
• will occur.
• Multi-level loop Olefin Berber carpet with a
  heavy face weight and a thick pad is one of the
  most difficult carpets to extract thoroughly.

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Moisture Effects on Structure

• Insulation
• Drying wall cavities requires ventilation.
• One way to ventilate wet wall cavities it to
  remove baseboards and drill holes between each
  stud.
• Then force air through these holes into wall
  cavities.
• If a lot of moisture is found, areas of drywall
  may have to be removed.
• Always talk to the customer and
• adjuster before putting holes
• in the wall.

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Key Factors for Drying

• Drying a house/building and its contents
  quickly is important. Four factors affect the
  amount of time required for drying
• Temperature
• Amount of water to be evaporated
• Humidity
• Air movement

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Temperature

• Drying occurs faster when rooms are heated to 70
  to 90 since hot air can hold more moisture.

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Amount of Water to be Evaporated

• The more water you extract or pump out of the
  structure, the less you will need to remove with
  dehumidifiers.
• A liquid is easier and faster to remove than a
  gas.
• Physical extraction is 1200 times more efficient
  than dehumidification.

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Humidity

• Relative humidity (Rh) is amount of moisture the
  air currently is holding at a given temperature.
• Rh of 30 to 50 is what most people consider
  comfortable.
• Rh over 60 slows drying time because the air is
  almost saturated or full.
• The Rh should be below 40 by the second day of
  drying.

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Air Movement

• The air in a water-damaged room is normally damp
  and humid, slowing evaporation.
• Blowing the damp air out and bringing warm, dry
  air in will speed drying.
• Proper positioning of air movers will help.
• Remember to change the location of air movers as
  drying occurs to promote even, through drying of
  surfaces.
• This is a fan, NOT
  an Air Mover!
• 
  you can buy a fan in a hardware
• 
  store for 15. It will not do the job
• 
  of an Air Mover.

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Establishing a Drying Goal

• A drying goal is the condition the technician
  wants to bring
• about in the affected area of the structure. How
  dry do you
• want the environment to be when you are finished?
  When
• this goal is reached, the environment will be
  dry. Your
• goal should include two parts.
• Specific and Relative humidity readings from a
  dry unaffected area of the structure.
• Moisture content readings from dry unaffected
  contents and structure.

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Selecting a Drying System
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The Open System

• An open drying system exchanges the moist air
  inside the structure with the drier outside air.
• An open system works only when outside air has
  fewer grains per pound than inside air.
• Outside air should offer high temperature and low
  relative humidity.
• Before using an open system, take measurements to
  determine specific humidity for both inside and
  outside air.
• Use an open drying system only when measurements
  for outside air are at least 20 gpp less than
  measurements for inside air.

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Open System Has Certain Disadvantages

• Leaving windows open creates a security risk for
  the building.
• Energy loss-youre now heating the outdoors.
• The homeowner may prefer that the windows are
  closed.
• The weather may change.
• Additional monitoring will be required when using
  open drying.

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The Closed System

• A closed drying system closes off the affected
  areas of the structure.
• Dehumidification equipment is used to dehumidify
  the inside air.
• For the closed system to work, you must control
  the indoor environment using air movers and
  dehumidifiers.

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Outside Conditions Inside Conditions Which system Could be used Why Not Open?
Open Closed
70/ 50/55 gpp 78 /80/120 gpp yes yes The difference in gpp is more than 20 and the outside temperature is warm enough.
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Outside Conditions Inside Conditions Which system Could be used Why Not Open?
Open Closed
60/ 65/51 gpp 68/65/70 gpp No yes There is not enough difference in the specific humidity to use open drying
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Drying Techniques I

• If the air mover is aimed at a 45 degree angle,
  air bounces off the wall, carrying moisture away
  to be replaced by dryer air.
• Place air movers in a clockwise pattern with the
  inlet towards the wall and the snout touching the
  wall.

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Drying Techniques II

• Floating Carpet
• You can place an air mover under the carpet to
  improve the drying of carpets.
• Always vent the carpet so air can escape.
• Do not run air movers at too high of a speed.

• Tack Carpet
• Be careful when releasing wet carpet from
  tackless strip.
• Tack carpet on tackless strip so it will not
  become loose when floating.
• Make sure sides of air mover are not covered,
  restricting airflow.
• Do not over float the carpet, it may stretch.

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Calculating DryingEquipment Setup
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Air mover Requirements

• The best way to calculate air mover requirements
  is to use one air mover for each 100 to 300
  square feet of damaged area. (10 16 Linear Ft)
• Also consider the layout of the structure (one
  large room versus several small rooms).
• If the building is one large room, fewer air
  movers will be required.
• In a house with several rooms, multiple closets,
  offsets, or bay windows, more air movers will be
  needed to circulate air from the wet area to the
  dehumidifier and to move the dry air from the
  dehumidifier back to the wet area.

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Calculating Drying Equipment Setup Air Mover Keys

• Once again If the air mover is aimed at a 45
  degree angle, air bounces off the wall, carry
  moisture away to be replaced by dryer air. Place
  air movers in a clockwise pattern with the inlet
  towards the wall and the snout touching the wall.
• To have a balanced drying system, ensure the air
  movers are not putting more moisture into the air
  than the dehumidifiers are pulling out.
• For a small dehumidifier, use three to four air
  movers, for a medium dehumidifier, use four to
  six air movers, and for a large dehumidifier, use
  up to ten air movers.

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Calculating Drying Equipment Setup Dehumidifiers

• To determine how many dehumidifiers are required,
  determine which class the water damage fits. The
  class is determined by how many porous items are
  wet, rather than the cleanness of the water.

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Understanding Classes
Class 1 Only less porous materials are wet no carpet and pad Requires least amount of dehumidification. Condition air once per hour for 2-2 days (or until dry).
Class 2 Moderate amounts of porous materials are wet carpet and pad are wet. Increased dehumidification is needed. Condition air twice per hour for 2-3 days (or until dry).
Class 3 High amounts of porous materials are wet carpet and pad are wet and water came from above. Large amounts of high porosity materials are wet, so a great amount of dehumidification is needed. Condition air three times per hour for 2-3 days (or until dry).
Class 4 Specialty Drying Special dehumidification Depends on situation.
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Calculating Dehumidifier Needs

• Calculate the total cubic feet of air in the
  structure or the affected area. Remember Length
  x Width x Height.
• Determine the amount of air to dehumidify per
  hour by multiplying the cubic foot measurement by
  the class level. For example for a Class 3
  damage, multiply the total cubic feet of the
  structure by 3.
• Determine the capacity of the dehumidifiers you
  are using by looking in the user manual. This
  measurement will be given in cubic feet per
  minute (CFM).
• Compare the amount of air requiring
  dehumidification with the calculated capacity of
  your dehumidifier. The capacity of the
  dehumidifier must be higher than the total cubic
  feet required to dehumidify the area in order for
  drying to occur. You must use AT LEAST this
  amount of dehumidifiers. This may sound
  complicated, but it is really not. Lets look at
  an example.

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Example

• Your structure is 30 feet by 40 feet with 8 foot
  ceilings. A moderate amount of porous material is
  wet Class 2. You are using dehumidifiers with
  an air flow of 360 CFM.
• Total Cubic Feet (CF) of Structure L x W x H
  30 x 40 x 8 9,600 CF.
• Total CF that needs to be conditioned per hour
  total CF of structure x class 9,600 x 2
  19,200 CF/hour.
• Capacity of one dehumidifier per hour 360 CFM x
  60 21,600 CF/hour.
• Compare total CF that must be conditioned with
  capacity of the dehumidifier 19,200 CF/hour
  21,600 CF/hour. One dehumidifier would dry this
  space in the perfect conditions.

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Drying Theory Review Questions

1. What are the differences between category 1 and
   category 3 water damages?
2. What can water do to wood? Carpet? Flooring?
   Insulation?
3. What are the key factors of drying and how do we
   control them?
4. What should we test when developing and checking
   our drying goals?
5. When can you use an open drying system?
6. How do you calculate equipment needs? How do you
   position drying equipment?
7. How do you float a carpet?
8. If there is water inside a wall cavity, what
   should you do?
9. What is the difference between class and
   category?
10. How much more effective is physical extraction
    than dehumidification?

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Microbes
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Conditions That Encourage Mold Growth Are

• Food source. Molds feed on organic materials in
  a structure, such as wood, paper, drywall,
  insulation, natural fibers, and indoor dirt,
  which often has organic matter in it.
• Temperature. The common molds found in buildings
  generally grow best in typical building
  temperatures between 68 and 86 F. Some molds
  can grow at very cold or very hot temperatures.
• Moisture. Most molds need lots of moisture, but
  some molds can survive in relative humidities as
  low as 65. It is these molds that are a
  particular problem to the restoration industry.
• To reduce mold growth, indoor relative humidity
• should be maintained below 60
• Molds can germinate in a warm, moist environment
• where a food source is present. How fast
  growth occurs
• depends on the combination of conditions.

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Health Risks for Humans

• People may get sick when microbes grow and
  multiply to abnormal levels in an indoor
  environment. Some microbes may make you sick
  when they enter your body. Some microbes enter
  your body by
• 1. Breathing.
• 2. Swallowing.
• 3. Absorbing through the skin.
• PPE will help block microbes from reaching your
  body. Wear respirators, gloves, goggles and
  appropriate clothing to prevent infection.

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At-Risk Persons

• Some people get sick from microbes easier than
  others do
• Young children. The immune system of very young
  children is not developed enough to combat
  microorganisms.
• Immune suppressed or compromised persons.
• Elderly
• Persons recovering from illnesses,
• hospital stays and surgeries.
• Cancer patients.
• Transplant recipients.
• Persons with HIV
• Asthma patients.

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Microbes in Water Damages

• Category 1 Clean Water
• Given enough time, microbes will grow in clean
  water. The longer clean water is present in a
  structure, the more likely conditions will
  develop where bacteria and fungi grow rapidly.
• Examples of Clean Water Tap water
• 
  Rain water

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• Category 2 Gray Water
• Gray water contains some contamination that
  threatens human health.
• Examples of Gray Water Urine
• 
  Wash water
• 
  Chemicals
• Category 3 Black Water
• Black water is the most contaminated type of
  water damage.
• Examples of Black Water Feces
• 
  Flood water
• 
  Chemicals
• 
  Medical waste
• 
  Dead animals

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Microbes Review Questions

1. List at-risk people.
2. Define the three categories of a water damage.
3. How can microbes make you sick?
4. What can you do to avoid getting sick from
   microbial contamination?
5. Where do you find mold?
6. What are the conditions that promote mold growth?
7. What can you do to prevent mold growth?
8. What PPE should be worn at a sewage damage?
9. Give examples of situations where you have
   encountered clean, gray and black water damages.

71
Equipment and Professional Products

• Detection and Monitoring Devices

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• Moisture Sensor
• The moisture sensor is used to detect
  moisture in soft materials. The
• sensor has sharp probes that penetrate
  through carpets and pad to
• show how far water has migrated. Moisture
  sensors only detect the presence of moisture,
  they do not measure the amount of moisture.
• Moisture Testers
• Moister testers (or moisture meters) are
  used to find the actual moisture content of
  various materials and help technicians determine
  if a structure is dry. Penetrating moisture
  testers have probes to test within wall cavities
  and underneath wood flooring. Non-penetrating
  moisture testers have sensors that produce
  readings when the tester is placed on the surface
  of materials.

73

• Thermohygrometer
• Thermohygrometers measure both temperature and
  relative humidity.
• Compare readings of air for four areas.
• 1. In the affected areas.
• 2. In unaffected areas.
• 3. Outside the structure.
• 4. Exhaust processed through the
  dehumidifier into the affected
• area ensure dehumidification is
  contributing to an effective
• drying process.

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Extraction Tools

• Always use a wand for your first extraction pass
  to stop water migration.
• Extract thoroughly extraction is 1,200 times
  more efficient than dehumidification.
• If the water is two inches deep or more, use a
  submersible pump.

75
Air Moving Equipment

• Remind the customer air movement is critical
  therefore, the air movers must be left on, even
  if they are noisy.
• Air movers serve various functions in a water
  damage.
• A carpet clamp on some air movers allows them to
  be used to float carpets, blowing air under the
  carpets.
• High velocity airflow from air movers increases
  the rate of evaporation by removing moist air
  next to a wet surface and replacing it with drier
  air.

76

• Dehumidification Equipment

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Types of Dehumidifiers

• Water damage technicians use three types of
  dehumidifiers refrigerant, low grain refrigerant
  and desiccant.
• Refrigerant dehumidifiers are efficient enough
  to lower the relative humidity in a structure to
  approximately 55-60 gpp.
• Low grain refrigerants (LGR) are refrigerant
  dehumidifiers that will work below 40 gpp.
• Desiccant dehumidifiers can lower relative
  humidity to a much lower point, but you risk
  damaging materials by getting them too dry for
  example, wood may crack if it becomes too dry.

78
Conventional Refrigerants and LGRs

• Refrigerant dehumidifiers have one problem. At
  32 F, it is not uncommon for the evaporator coil
  to freeze up.
• The only difference between the conventional
  refrigerant and LGR is the LGR re-cools the air
  before it hits the evaporator coil, therefore the
  LGR can work below 40 gpp.
• An LGR is the most energy efficient dehumidifier.

79
Desiccant Dehumidifiers

• A desiccant dehumidifier is simpler.
• As moist air enters, it passes through a rotor
  filled with an incredibly hot substance (like
  silica gel).
• The gel has such a high thirst (because of its
  high temperature), moisture molecules stay in the
  gel and 75 of the intake air is pumped back out
  warmer and drier.

80

• Carpet and Pad Equipment

81
Your Carpet Kit Should Include

• Knee kicker
• Stair tool
• Hot-melt glue gun and glue sticks
• Latex adhesive
• Carpet shears
• Razor knife or duckbill knife

• Seaming iron
• Seaming tape
• Stair roller (seam tractor)
• Staple hammer or electric stapler
• Power stretch

82
Other All Important ToolsEvery van should have a
regular toolbox containing

• Screwdrivers
• Pliers
• Awl
• Molding lifter
• Hammer
• Rubber hammer
• Flashlight
• Crescent wrench

• Stapler
• Various pluming tools
• Extension cords
• Plug adapters
• Pry bars or crowbars
• Measuring tape
• Any other tools that you may need and dont want
  to travel back to the warehouse to get

83
Disinfectants and SewageTreat sewage-contaminated
environments with biocides two times

• Apply the first treatment before work begins to
  make the site safer for workers to perform their
  cleaning tasks. This will start to decontaminate
  the sewage-covered materials and surfaces, but
  will not completely disinfect the environment.
  Exposure still may present health risks and
  personal protective equipment still should be
  used as required.
• Apply a second treatment after cleaning
  contaminated surfaces because biocides are most
  effective when they contact microorganisms on
  clean surfaces.
• Tell customers about the products
• you are using and provide MSD sheets,
• if requested.

84
Terms for Chemical Agents
Antimicrobial An antimicrobial agent is any chemical used against microorganisms to stop their development or to limit or stop their growth.
Disinfectants Disinfectants and germicides are antimicrobials that destroy about 99 of organisms they contact on surfaces. Common disinfectants are quaternaries, phenols, formaldehydes, alcohols and chlorines.
Sanitizers A product listed as a sanitizer reduces microbes to levels considered by public health authorities to be safe. Under the right conditions, however, the microbes may grow back again.
Sterilizers A sterilizer destroys all microorganisms, including bacteria and fungi spores. Sterilizing microbes in a water damage is generally not possible.
-cides Biocides are chemical agents that destroy or kill living organisms (-cide meaning kill). The term biocide is used generally to refer to any chemical agent that affects the growth of microbes like bacteria and fungi.
85
Ingredients of Chemical Agents

• The antimicrobials listed on the next slide are
  some of the most commonly used products in the
  creation of water damage chemicals.

86
Advantages Disadvantages
Phenolics Aromatic alcohol based agents. Inexpensive Residual activity Some products can be fogged Effective against a wide variety of bacteria and fungi Some products OHSA compliant for Bloodborne Pathogens Strong odor
Quaternary Compounds Used primarily to disinfect or sanitize. Inexpensive Effective against a wide variety of bacteria and fungi Inactivated by organic matter
Gluteraldehydes A sanitizing agent used in leather, tanning, food processing and in fabric sanitizing or disinfecting Less affected by organic matter Non-corrosive Expensive Irritating vapors Toxic when inhaled
Chlorine Think bleach. Can remove stains Lox toxicity Germicidal action against bacteria, viruses, fungi, molds and mildew Strong odor Can irritate the skin or respiratory system Can remove dyes Cannot be fogged
87
Equipment and Professional Products Review
Questions

1. What is the difference between a moisture sensor
   and a moisture tester?
2. What is the most important key when using a
   thermohygrometer?
3. What is the difference between a desiccant and a
   refrigerant dehumidifier?
4. What does the term biocide mean in the
   restoration industry?
5. What features must an air mover have in order to
   float a carpet?
6. When should you apply chemicals in a sewage
   damaged home?
7. What is the most energy efficient dehumidifier?
8. What does it mean to sanitize, sterilize and
   disinfect?
9. Which extraction tool works best to stop water
   migration?
10. What are the key professional products that you
    may find useful in a water damage situation?

88

• Job Management

89
Fast Response

• If you are going to be late for ANY REASON, call
  the customer and let him/her know.
• The SERVPRO system is a 24-hour emergency
  response and restoration service provider.
  SERVPRO has educated the insurance industry
  regarding the importance of fast service, and
  provides a nationwide commitment to 1-4-8
  response times.

Within 1 Hour Contact the customer.
Within 4 Hours Begin the work.
Within 8 Business Hours Provide preliminary scope information and initial ScanER estimate update to the Insurance Adjuster.
90
Previewing the Water Loss

• Dont commit the adjuster or the insurance
  company! For example dont promise the carpet
  will be replaced because the adjuster might not
  agree.
• A Key Phrase Thats a good question. Your
  adjuster will help you interpret your policy.
  The adjuster will know those specific answers.
• Moments of Truth A moment of truth occurs every
  time a SERVPRO Franchise employee comes into
  contact with a customer on an insurance contact.
  What the employee says is judged how the
  employee looks is judged and how the employee
  acts is judged.

91
Customer Information Form-Water Damage

• While completing the scope, present the SERVPRO
  (28501) Customer Information Form-Water Damage.
  Cover the important topics with the customer and
  explain in detail any items the customer seems
  concerned about. Then give the form to the
  customer to review the rest of the information.
  DO NOT read the entire form to the customer!
• Be sure to cover the following items

92
Authorization, Insurance Verification and
Deductible

• Explain that the SERVPRO (28000) Authorization to
  Perform Services must be signed before any work
  can begin.
• Verify insurance coverage. Be sure to write down
  the name of the insurance carrier, the policy
  number and the amount of the deductible.

93
How We Proceed

• Explain SERVPROs concern to protect the
  customers structure and contents.
• Explain to the customer what you are going to do
  during the emergency service and answer any
  questions he/she may have.
• Ask whether the customer is aware of any mold in
  the structure. If significant mold is identified
  or found during the inspections, notify the
  insurance representative to determine the
  appropriate course of action.

94
Pre-existing or Pre-loss Conditions

• Ask the customer if the structure has had water
  damages before
• If the answer is yes, watch for signs of
  pre-existing mold damage.

95
Personal Items

• Ask if it is OK to inspect all area during the
  cleaning.
• Note any areas the customer wants avoided.

96
Jewelry, Valuable and Heirlooms

• Ask the customer to list any expensive or valued
  items.
• Recommend such items be removed if possible.

97
Health and Safety

• Explain to customers that SERVPRO is concerned
  for their personal health and safety.

98
Approximate Completion

• Tell the customer the approximate time needed to
  complete the job.

99

• Make sure the customer checks either Yes or
  No on Points 5,7 and 13.
• After presenting the Customer Information
  Form-Water Damage, ask the customer to read it
  over and acknowledge by signing in the
  appropriate area. If the customer is
  uncomfortable signing the form, note the time you
  reviewed it with the customer in the signature
  space and ask them to initial it.

100

• Performing the
• Emergency Services

101
Authorization to Perform Services

• Before you begin measuring, present a completed
  SERVPRO (28000) Authorization to Perform Services
  to the customer to review and sign while you are
  performing the scope. If the customer hesitates
  to sign the authorization, calmly explain to the
  customer that without his/her approval
  (authorization) SERVPRO cannot begin the
  necessary emergency services. Ask for the
  signature in a natural tone.
• Also, ask the customer to initial the back.
• Explain that the Authorization to Perform
  Services gives SERVPRO permission to do the work.
• Do not begin work unless the customer has signed
  the Authorization form.
• Here is another chance to collect the deductible.
  You can introduce the subject by saying, We
  accept personal checks, credit cards or cash.

102

• Equipment Monitoring
• and Responsibility

103
Customer Equipment Responsibility Form

• Use the SERVPRO (28509) Customer Equipment
  Responsibility Form when drying equipment, like
  air movers and dehumidifiers, must be left at the
  job. This form explains to customers their
  responsibility to keep the equipment safe and
  running.

104
Monitoring and Inspection Report

• Water damage jobs should be monitored daily. You
  should create written Monitoring Reports,
  indicating moisture content readings of structure
  and contents, as well as specific humidity
  readings to document the environment is drying.
• Use SERVPRO (28575) Monitoring and Inspection
  Report, it has a graph area to show exactly where
  it is wet.

105
Pretesting Has Four Primary Objectives

1. What portion of the structure and contents will
   dry and clean to a pre-loss condition?
2. What portion of the structure and contents will
   not dry to a pre-loss condition?
3. What portion of structure and contents are
   unaffected?
4. What portion of structure and contents are you
   not sure about?

106

• Completing the Job

107
Final Walk-Through

• When the job has been completed, walk through the
  job once by yourself to make sure everything is
  truly finished. Then, walk through with the
  customer to ensure everything is done to the
  customers satisfaction.
• Take notes during the walk-through, showing
  concern for the customers opinion and making
  notes for follow up if needed.
• The best time for a final walk-through is just
  before the crew finishes the job. This prevents
  sending a crew back if there is a problem.

108
The Certificate of Satisfaction

• After the final walk-through, ask the customer to
  complete and sign the SERVPRO (28503) Certificate
  of Satisfaction. A copy of the Certificate of
  Satisfaction should be included when the office
  person sends the bill to the agent or adjuster.

109
Job Management Review Questions

1. What is the first form you hand to a customer?
2. What form must be signed to begin work?
3. What is 1-4-8?
4. What do you look for when pretesting?
5. What paperwork do you use when equipment is left
   at a job site?
6. When should you do your final walk-through?
7. What is a moment of truth?
8. What does Dont commit the adjuster mean?
9. What form should you ask the customer to sign
   before leaving the job site?
10. What points do you review with the customer on
    the SERVPRO (28501) Customer Information
    Form-Water Damage?

110

• Emergency
• Services

111
The Purposes of an Emergency Service Call

1. Make the homeowner feel at ease.
2. Educate the customer about what you are doing.
3. Protect the structure and contents from further
   damage.
4. Remove as much water as possible
5. Start the drying process.
6. Try not to disrupt the customers daily lives.
7. Try to make the environment as comfortable as
   possible.

112
The JobTo effectively dry a structure, four
basic questions must be answered.

1. What areas and materials are wet?
2. How wet are materials?
3. Is the drying process working?
4. Are materials dry before ending the drying
   process?

113
Basic Scoping Procedures

• Figure out where the water came from. Make sure
  the water has been
• stopped or contained. If it is not, contact your
  supervisor or the adjuster.
• Is the water clean, gray or black? Remember, if
  the water sat for a period of time, clean may
  become gray and gray may become black.
• Explain to customers what you are doing and why.
  Go over the appropriate forms, such as the
  Customer Information Form.
• Have customer sign appropriate documentation,
  including the Authorization to Perform Services.
• Look for possible safety hazards.
• Answer the question What is wet? Use the
  moisture detection equipment to determine where
  it is wet. Start at the source of the water and
  work outwards.
• Note the type of materials that need to be dried.
  Make sure you test the walls, baseboards,
  insulation, cabinets, hidden areas, crawl spaces,
  registers, ducts, carpets, pads, sub-floors, wet
  contents, etc. Write everything down.
• Measure damaged areas.
• Photograph the damage.
• Complete the Water Damage Emergency Services
  Report.

114

• Clean Water Emergency
• Service Procedures

115
Before beginning emergency services, make sure
the Authorization to Perform Services Form has
been signed.

• Take care of any dangerous situations, post
  warning signs and make sure occupants are
  protected. Never proceed until youre sure it is
  safe.
• Move and block the furniture
• Extract the water.
• Try to remove furniture stains. Your best chance
  to remove furniture stains is while the carpet is
  still wet.

• Remove the pad if necessary.
• Extract the water from the sub-floor. Use
  squeegee wand on hard floors, not the carpet
  wand.
• Look for pre-existing damages. The primary
  pre-existing conditions to look for are
  delamination and mold growth.

116

• If necessary, apply an appropriate professional
  product to the carpet backing and to the floor.
• Lay the carpet back on the sub-floor and
  temporarily attach around perimeter.
• Float the carpet (if necessary).
• Take care of vapor barriers. Ventilate inside of
  wall and ceiling cavities as necessary.
• Place dehumidifiers to remove excess moisture
  from the air.
• Set up air movers around the perimeter of the
  room at 45 angles pointing towards the wall.
  Make sure that you have a balanced drying system.

• Check temperature and relative humidity in the
  affected area, inside an unaffected area,
  outside, and for the air coming out of each
  dehumidifier.
• Take moisture content readings of dry materials
  in unaffected areas. These are your drying goals.
• Draw a diagram showing the wet areas and the
  moisture content readings on the back of the
  Monitoring and Inspection Report.
• Complete a SERVPRO (28509) Customer Equipment
  Responsibility Form.
• Explain to the customer why it is important to
  leave the equipment on.
• Thank the customer and answer any final questions.

117
Removing the Pad

• Disengage the carpet with a carpet awl and knee
  kicker.
• Cut as few seams as possible.
• Pull back the carpet and extract the water from
  the pad.
• Dont fold carpet at the seam or step on folded
  carpet (it creases).
• Dont damage walls or baseboards with the carpet.
• Use a utility knife to cut pad (and the carpet
  your are throwing away).
• Place into plastic bags.
• Save at least one square foot section so youll
  know what type of pad to use when replacing
  padding.

118
Contaminated Water Emergency ServiceProcedures
119
Perform the following actions for contaminated
water damages.

• Eliminate safety hazards from the job site.
  Post signs and gather the appropriate PPE,
  including boots, full-body suits, rubber gloves,
  respirators equipped with P100/organic vapor
  cartridges and eye protection.
• As you enter, spray an EPA-registered
  disinfectant directly on affected areas. Follow
  the labels!
• Containment may be needed if contaminants can
  spread to unaffected areas. Always talk to your
  supervisor to make sure the insurance company
  approves.
• If applicable, remove standing silt and debris.
• Remove excess water from carpets and other types
  of flooring using extractors.
• Evaluate whether contents and structure can be
  decontaminated and restored or must be removed
  and replaced.
• Also, communicate with the insurance adjuster.

120

• If damage is from black water, remove and dispose
  of both carpet and pad.
• If needed, pressure wash structural components.
  Disinfect surfaces with an EPA registered
  disinfectant.
• Remove materials as necessary to decontaminate
  the building.
• Repeat disinfecting steps for newly exposed
  surfaces.
• Remove and dispose of any final debris and
  wastewater.
• After cleaning procedures are completed, place
  air movers and dehumidifiers to speed drying.
• Wash your hands, body, and clothing.
• Clean your PPE and equipment to prevent the
  spread of germs.

121
Emergency Services Review Questions

1. What are the four questions you must answer to
   effectively dry a structure?
2. What should you do if there is still water
   rushing in from a damaged ceiling?
3. Where should you look for damage in a water
   damaged home?
4. When should you use extraction equipment?
5. When should you use professional products on gray
   and black water damages?
6. What are the main steps in handling clean water
   emergency services?
7. What makes a sewage damage different from a clean
   water damage?
8. When should you attempt furniture stain removal?
   Use furniture pads or blocks?
9. What are the necessary steps to pull the pad?
   Float the carpet?
10. What paperwork will you use during the emergency
    service?

122
Job Monitoring
123
Why Do We Monitor?

• To be sure the structure is drying.
• To make sure our equipment is working properly
  and safely.
• To continue to communicate with the customer.
• To document that our processes are working in
  order to avoid future problems or liabilities.

124
Drying Goal Measurements

• Take readings for relative humidity and
  temperature with a thermohygrometer and record
  them.
• Use these readings to calculate the actual grains
  of moisture (the specific humidity).
• A drying goal should be established for the
  affected areas.
• Determine the moisture content of materials in
  unaffected areas of the structure and make these
  readings your drying goals for the affected
  areas.
• Unaffected areas normally represent the pre-loss
  condition or normal condition in the building.
• When the affected area readings are the same or
  drier than the unaffected areas, you know that
  the affected area is back to normal.
• Drying equipment should only be removed when
  drying goals are met.
• If you are asked to remove equipment early,
  require the customer and adjuster to sign the
  SERVPRO (28540) Authorization to Remove
  Dehumidification/Drying Equipment Form.

125
Grain Depression

• The difference between the GPP coming out of the
  DH as opposed to the GPP coming in.

126
Job Monitoring Review Questions

• What tool do you use to monitor Rh and
  temperature?
• How do you know when to stop drying something?
• How do you establish a drying goal?
• Is your drying process working?
• Day 1 Affected Area - 75/71 Rh
• Day 2 Affected Area 78 /60 Rh
• 5. Why is it important to monitor and document?
  
• What is your grain depression for the following
  dehumidifier? Is it enough?
• -Affected Area 82/70 Rh
• -Air from Dehumidifier 85/68 Rh
• 7. In the following situation, would there be
  benefit to using an open air drying system?
• Affected Area 70/62 Rh
• Outside 75/62 Rh
• 8. What form should be signed if a customer
  requests that drying equipment be removed early?
• 9. Where should you take temperature and Rh
  readings?
• 10. How often should you monitor?

127
RestorationServices
128
What is Restoration?

• It is putting someone's home or business back
  together.
• It is the extra things, like relaying the carpet,
  repairing the sub-floors and resetting the
  contents.
• It is restoring items to a pre-loss (normal)
  condition.

129
Once the structure and contents are dry, the
technician can perform the restoration services.
Restoration services are all of the tasks needed
to return the site to its normal, per-loss
condition. Restoration may include

• Cleaning, repairing or reinstalling floors and
  floor coverings, such as carpets, carpet pads,
  hardwood floors, resilient and non-resilient
  floors.
• Removing and resetting contents to install or
  repair floor coverings.
• Installing tack strip.
• Repairing or replacing sub-floors.
• Cleaning and deodorizing contents.

130
Removing Drying Equipment

• Once the structure is dry, remove air movers,
  dehumidifiers and other drying equipment from the
  structure.
• Complete the SERVPRO (28509) Customer Equipment
  Responsibility From.

131
Reinstalling Carpet and Replacing Pad
132
Reinstallation Procedure

• Prepare floor for carpet reinstallation.
• Reinstall tackless strip, if necessary.
• Install new pad (make sure it is the same type,
  thickness and density as the type that was
  removed).
• Lay out pad using tackless for a
  straight edge. The pad should be installed at
• right angles to carpet seams.
• Cut pad to fit largest areas first.
• Use a sharp blade to cut pad. Be
  careful with sharp knives to prevent injury.
• Lay pad with slick side facing up so
  carpet can slide over it.
• Tape seams of pad.
• Anchor pad to floor with
  double-sided, non-paper tape, staples or glue.
• 4. Prepare the carpet for stretching.
• Stretch and attach the carpet.
• Even if only part of the carpet was affected, the
  
• whole room must be cleaned.

133
Completing the Job When all restoration services
are completed, finalize the job by making sure
the customer is satisfied with your work

• Check moisture levels one last time to make sure
  the job is dry.
• Complete a walk-through yourself, to make sure
  everything is done.
• Complete walk-through with customer.
• Listen, dont be defensive.
• Fix any problems as necessary.
• Remove equipment and supplies.
• Have the customer complete the
• Certificate of Satisfaction.
• Return the paperwork to the office.

134
Restoration Services Review Questions

1. When can restoration services begin?
2. When should you remove drying equipment?
3. What is the difference between mitigation and
   restoration?
4. Name some of the most common restoration steps
   for water damaged homes.
5. What forms should the customer sign during the
   restoration process?
6. Why is it important to keep a sample of the pad
   when you pull it?
7. What are the basic steps of reinstalling pad?
8. What are the basic steps of reinstalling carpet?
9. Only half of a room is damaged. How much of the
   carpet must you clean?
10. How should you handle the question Is the
    insurance company going to replace my hardwood
    floor?

135
Specialty DryingSituations
136
In-Place Drying of Carpet and Pad

• Some water mitigation and drying systems dry
  carpet and pad without removing the pad. This
  method is called in-place drying or top down
  drying.
• The basic concept of in-place drying is to
  extract the carpet more times and increase the
  number of air movers and dehumidifiers.
• The carpet is not detached, and the pad is dried
  in place.

137
Situations Not Appropriate for In-place
DryingDont use in-place Drying

• If the carpet has been exposed to water for more
  than 72 hours.
• If there is evidence of mold growth or other
  biological contamination.
• If carpet is installed over hardwood floors or
  laminated floors.
• If there is any evidence or structural damage to
  the sub-flooring.

• If it is not a clean water damage.
• If there are multiple layers of sub-flooring, or
  if there is a vapor barrier.
• If the pad has a non-porous layer that will trap
  water underneath.

138
Extraction with In-place Drying

• The extraction step of the in-place drying system
  must be aggressive. It is necessary to use
  specialty (weighted) equipment that squeeze water
  out of both the carpet and the pad.
• Time Extracting with the in-place method
  requires double or triple the time to extract,
  but time is saved by not detaching carpet and
  removing pad.
• Spend approximately 1 hour per 300 square feet.

139
Crawl SpacesSuggest that owners install a vapor
barrier once the water is removed.

• Water damaged crawl spaces of a building/house
  are often difficult to access.
• Even when the crawl space door is big enough