Basic and Special Services

Facilities Operations is responsible for the maintenance and safe operation of all campus facilities. This includes operations and maintenance of our building electrical, plumbing, HVAC, carpentry, paint, locksmith services, fire life safety, general maintenance and custodial operations. Facilities Operations also maintains the campus grounds, provides snow removal, and provides moving services relative to the setup and breakdown of events. Facilities Operations takes pride in our diverse and talented group of personnel experienced in all aspects of maintenance and operations of building systems.

Below is a breakdown of our different operations. Most are part of Routine Services and are funded annually in the operating budget, however some requests are considered Special Services and can only be completed if funded by the budget of the department making the request. If an item listed below is a Special Service, please contact Facilities Operations for an estimate of cost to complete the work.

Work Order Requests

Reminders from Work Control Center

Work requests can be submitted for individual rooms, common spaces, and facilities-related needs. Our Work Control Center at Facilities Operations is responsible for receiving, tracking, and assigning these requests to the appropriate trade shop for completion.

Questions About Work Orders?

Find answers in our Frequently Asked Facilities Questions (FAFQ).

Students

Student Work Request

Student Residences

Administrative

Administrative Work Request

Non-Residential Buildings*

Faculty

Faculty Work Request

Faculty Housing

Work Order Status

To inquire about the status of a work order, visit our Service Request Status Portal.

*Some of these requests may be billable. To ask any questions regarding billable items, please call (845) 437-5999 or email hewilliams@vassar.edu.

Frequently Asked Facilities Questions (FAFQ)

First, the Basics:

What is a work order?

It’s an official request for repairs or maintenance. Think of it as a “ticket” that helps us track your request from start to finish.

Why do I need to submit one? Isn’t a phone call enough? The issue I am calling about isn’t even for me, I just noticed it when walking by.

With 2 million square feet and 170+ employees, we are juggling many needs and priorities. Work orders help with accuracy, accountability, and easy follow-up via your work order number.

Of the many requests we receive each week, there comes varying levels of detail and information. A support ticket allows us to ask clarifying questions, ensuring we identify the right issue.

How do I submit a work order?

Head to the Work order Request section and click the appropriate link. Please be specific! Include the building, room number, and a clear description. The more detail you give, the easier it is for us to find the issue.

How do I check the status or follow up?

Visit the Work order Request section and select Work Order Status to access the Service Request Status Portal. From there, enter the work order number and the requester’s email address to view the current status. You can also email us at serviceresponse@vassar.edu; please keep your work order number handy, as we will need it to assist you.

Room & Furniture Requests:

My furniture is broken or I want something new. What do I do?

Faculty/Staff: Please submit requests through your Department Chair, as departments typically cover furniture costs.
Students: Contact the Residential Operations Center for repairs. As a reminder, all College-provided furniture must remain in your room.

Can you adjust or bunk my bed?

Yes, please submit a work order and a technician will come by to help.

I’m a student—will I be charged for room damage?

Repair costs are determined by the specific labor and materials required. To avoid being held responsible for prior damage, ensure any pre-existing issues are documented on your Room Condition Form (RCF) during your initial move-in.

Timing and Priority:

How soon will you arrive?

We prioritize requests based on safety, urgency and availability of staff.

Why can’t you do my “five-minute” fix right away?

Even small tasks impact our scheduled workflow. Submitting a ticket ensures everyone gets fair and timely service based on priority.

I submitted a ticket on Saturday morning; why wasn't it addressed until Monday?

Our Work Control office and trade technicians operate Monday–Friday, from 7:30 a.m.–4:00 p.m. Tickets submitted outside of these standard business hours are processed the following business day.

What should I do in an after-hours emergency?

For urgent issues requiring immediate attention (such as a burst pipe or loss of heat), call the Campus Response Center (CRC) at (845) 437-5221. The CRC can dispatch a “Troubleshooter” 24/7 to provide a temporary fix until a permanent repair can be completed.

Who are the Troubleshooters?

Troubleshooters are available on campus 24 hours a day, seven days a week. For urgent maintenance issues—such as a burst pipe or loss of heat—contact the Campus Response Center (CRC) at (845) 437-5221. They will dispatch a Troubleshooter to address your concern immediately.
Our Troubleshooters are equipped to stabilize most urgent situations until the appropriate trade technician can provide a permanent repair. They also maintain direct contact with facilities managers for additional support when necessary.

I can see the repair was completed, but I didn’t receive a notification until days later. Why?

While the physical repair may be finished, the notification is only sent once the work order is officially closed in our system. This delay can occur if a technician is finishing paperwork, or if a supervisor needs to review the repair to ensure the issue is fully resolved before closing the ticket.

Billing and Projects:

Is my request billable?

Non-Billable: Generally, repairs related to building infrastructure are covered by the College. This includes items like lightbulb replacements, leaky faucets, broken ceiling tiles, or issues with heating and air conditioning.
Billable: Costs typically apply to new installations or program-specific equipment. Examples include installing a new lab sink or fume hood, and repairs to program specific athletic or theater equipment.
Unsure?: Contact Work Control to request an estimate or further clarification before work begins.

How do I request a renovation or large-scale project?

Faculty and staff should first submit project proposals to their Department Head for initial consideration and funding approval. Once approved at the department level, a Capital Project Planning Form must be completed. This provides our Project Development team with the necessary details to review the scope and feasibility of the request.

Custodial Services

Routine Services:

Daily

Restrooms are cleaned, disinfected and supplies of soap, paper towels, toilet tissue are replenished.
Floors in common areas, classrooms and meeting rooms are swept or vacuumed and mopped.
Trash and recycling containers in common areas and meeting rooms are emptied.
Entrance areas are kept free of litter, ice and snow. Our grounds department manages snow removal on sidewalks and roads.
Water fountains are cleaned and disinfected.
Classrooms and meeting room tables and those in common areas are wiped clean and disinfected.
Entrance mats are vacuumed
Glass doors at entrances are cleaned

Twice Weekly

Carpeted areas are vacuumed

Monthly

Offices are cleaned
Floors are auto-scrubbed
High dusting

Over major breaks of 2 weeks or more

Buffing / polishing / scrubbing of floors
Restrooms are deep cleaned

Annually

Carpets are cleaned
Floors are stripped and waxed
Pest control is provided to areas with any observed activity

Special Services

Any routine service requested outside of the normal schedule described above
Major clean-out of space (cost will include labor and hauling charges associated with these efforts)
Carpet cleaning more frequently than once a year
Clean out of storage areas, attics, and basements in residential buildings

Grounds

Routine Maintenance

Mowing lawns
Snow, leaf and litter removal on walkways, parking lots and roads
Maintenance of all outdoor athletic fields
Operation and maintenance of irrigation systems
Installation and maintenance of flowers, flowering baskets, shrubs and trees throughout campus
Pruning of trees, including removal of hazardous trees
Care and maintenance of class trees the College Arboretum (LINK)
Installation and maintenance of parking and regulatory signage on the grounds
Excavation of utilities for emergency repairs
Repair and maintenance of all paved areas include sidewalks
Campus-wide garbage and recycling removal

Special Services

Supply of table flowers and plans for decorative purposes (requires at least 10 days advance notice).

Setup Moving and Delivery Services

Routine services

Furniture/equipment set-up, such as a podium, for classrooms as part of the regular academic programs
Set-ups for small departmental events (such as tables and chairs) requested during normal working hours (Monday–Friday, 7:00 a.m.–3:30 p.m.) through the Campus Activities Office (CAO)
Delivery of items from Receiving and Stores during normal working hours (Monday–Friday, 8:00 a.m.–4:30 p.m.). Scheduling may be necessary to avoid overtime charges; coordination with Purchasing is a good idea if a large shipment of items is expected
Limited moving services on campus (i.e. moving a single file cabinet, desk or bookshelf) with at least five (5) working days notice. Note: Facilities Operations staff cannot pick-up or transport materials to off-campus locations. If you require this service, contact the Purchasing Department for assistance in locating a service provider

Special services

A move involving the contents of an entire office or group of offices requires professional moving services and cannot be undertaken by the limited number of custodians available for moving minor pieces of office equipment. Departments and offices requiring these types of services should contact the Purchasing Department to obtain a quote for the cost of these moves. Renovation or major capital project moves should be planned as part of the project, with the cost of the move funded through the capital budget.

The cost for various types of special events has traditionally been borne by the sponsoring department or office. In some cases, a central budget captures the full cost of recurring campus events, such as Commencement and Reunion. Services for events such as banquets, receptions, major lectures, outdoor events, and concerts are provided according to the specifications of the sponsor. The request must be submitted to Service Response at least ten (10) days in advance of the event. Costs may include:

Set-up, break-down
Gym floor covering
Installing temporary fencing
Setting up risers
Moving furniture out of a room
Installing temporary power
Installation of temporary banners and directional signage
Utility mark-outs/line detection requests for tent installation
- NY law requires a signed release when digging to prevent damage to underground utilities. Any utility mark out requires a submitted Service Request

Building Maintenance

Routine Services

Routine repairs and preventive maintenance to building structures and exteriors including roofs, gutters, walls, floors, ceilings, windows, doors, locks and closure devices
Maintenance of interior and exterior painted building surfaces and parking lot striping
Fabrication and installation of all interior building signage to replace missing or damaged signage
Minor repairs to furniture and countertops
Locksmith services during normal business hours (Mon–Fri 7:00 a.m.–3:30 p.m.)
Painting as part of routine cycle maintenance. This schedule varies annually based on available budget and painting prioritization set by the Paint Shop as a result of assessing other needs on campus.

Special Services

Repairs to furniture beyond minor repair for academic spaces. Repairs to furniture in student spaces are addressed by Res Life.
Replacement of lost keys and re-keying functionally sound locks, as well as the purchase and installation of new security systems, normally result in a charge to the department. Departments that have a need for special security systems should contact the Purchasing Department.

Installing pictures, projection screens, mirrors in offices
Fabrication and installation of white boards and tack boards in offices
Ordering and Installing interior signage other than to replace damaged or worn out material
Replacing functionally sound glass in doors, windows, or partitions (i.e. changing clear partition glass to frosted glass, etc.)
Installing window treatments other than shades. (Please contact Purchasing to discuss recommended vendors and costs.)
Repairing or maintaining specialized equipment for an office, laboratory, or kitchen equipment. (Please contact Purchasing about maintenance contracts from firms specializing in the required maintenance or repair work)
Renovation or remodeling projects including construction of new walls, demolition of walls, relocation of doors, windows, cabinets and / or modular furniture and partitions
Installation of TV brackets and access panels
Fabrication and installation of picture frames
Installation of suspended grid ceilings or replacement of ceiling outside of necessary repair to damaged material
Painting of spaces ahead of schedule set by Facilities Operations.
Expenses related to ergonomics
Replacement, repair or inspection of specialized departmental equipment not part of the standard building system. Examples of standard building systems replaced, repaired and inspected as part of routine maintenance include items such as HVAC systems, structure, Fire / Life safety equipment, water supply, etc. Examples of specialized equipment that require special services include systems such as bleachers at athletic facilities, overhead gym equipment such as basketball backboards, theater curtains and overhead rigging, specialized science equipment, etc

Mechanical, Electrical, and Plumbing

Routine services

Repairs and preventive maintenance of electrical-mechanical-plumbing systems, including lighting, heating, ventilation, air conditioning, elevators, life safety, water supply and waste disposal
Repairs and maintenance of utility distribution-collection systems, storm drains, and street lighting systems
Monitors Building Automation system to insure temperatures and lighting meet college standards
Installation of new water fountains to replace broken or damaged ones

Special services

Installing window A/C units where a unit does not exist and providing a dedicated circuit
Installing bottle filler water fountains outside of planned replacements

Lock Shop

Per Key Cut: $20
Lock change: $150
Pad Lock installation: $52
Other charges for Special Services can be estimated and sent if requested.

Student Damages

Students are held accountable under College Regulations and the room contracts administered by Residential Life for damage to the residence halls, student apartments and common spaces. Facilities Operations responds to service requests entered by the Residential Life staff, which is then billed to the responsible student(s) by Residential Life. Charges are based on hourly labor rates and material charges where applicable.