Welcome to flood school
Knowledgeable drying technicians can save insurers money and return insureds to their homes faster.
No one wants to come home to a flooded basement, or worse, three floors of flooded rooms because the toilet leaked over a holiday weekend. Nevertheless, for those who do encounter such a surprise, there are well-trained and knowledgeable water restoration companies that can dry out and restore a home or office for policyholders.
Claims Magazine had the opportunity to tour the Ann Arbor, Mich., training facility for 1-800 Water Damage (a BELFOR company) shortly after it opened. The 1,100 square foot house includes two floors with an eat-in kitchen, living room, bedroom, bathroom, office, crawlspace and an attic. It took approximately 6-8 months to build and meets the criteria established by the Institute of Inspection Cleaning and Restoration Certification (IICRC) for the Applied Structural Drying Technician (ASD) courses.
The house provides 1-800 Water Damage with the opportunity to train their franchisees, as well as insurance adjusters. They learn how water flows (think wall cavities and interstitial spaces), its impact on carpeting, tile and hardwood floors, and how it damages the interior of a structure from the attic to the basement or crawlspace.
“We use this for training our franchisees and new technicians,” explained Darren Foote, head of technical training for 1-800 Water Damage and BELFOR Property Restoration. “We help insurers train their adjusters so they have a better understanding of these losses whether they are in the field or at a computer in the office.”
On-the-job training
Furnished just like any other home, the house was built to code and features upholstered furniture, carpeting, tile and hardwood floors, artwork, knick-knacks and other items that could be damaged in a flood. The attic has blown-in insulation and the kitchen includes standard maple cabinets. There is a full HVAC system and electronics (computers, televisions, etc.) are located throughout the space.
Instructors flood both floors of the house with 1100 gallons of water to simulate a water loss for training purposes. A meter at the spigot verifies the amount of water released into the house. Technicians learn how water travels, where to look for water damage depending on the origin of the flooding, how to use instruments to take moisture level readings, how to moisture map the structure and create a drying plan, and, most importantly, how to dry it.
Understanding what type of equipment to use and where it should be placed for maximum efficiency is part of the learning process. Instructors utilize the Dri-Eaz DriForce Interair drying system as well as Phoenix and Therma-Stor air movers and dehumidifiers to dry the floors, wall cavities and other spaces. Training technicians on different types of equipment is critical. “Technology has improved and become more accessible,” shared Tim Fagan, president of 1-800 Water Damage. “The tools for identifying and removing water are becoming more accessible. Air movers are smaller, more flexible and use less power today.”
The course is based on the information in the IICRC S500 Standard and Reference Guide for Professional Water Damage. “That is the bridge between the restoration and insurance industries,” said Fagan, “and we rely on that to back up our processes and procedures.”
Getting the job right the first time is important for insurers and restoration contractors. Whether the assignment comes directly from the policyholder, a third-party administrator or a carrier, the expectations are the same: dry the space quickly and efficiently, and don’t leave any moisture behind. A knowledgeable drying technician can save an insurer many headaches during a claim and improve customer satisfaction exponentially.
Patricia L. Harman is editor in chief of NU Claims Magazine.
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