Overview of Services

The Office of Facilities mission is to provide an environment where quality and commitment to the University are our hallmarks. Providing a superior level of quality to our client base is our highest priority along with an emphasis on customer service and respect for the individual. Our commitment is to serve the students, faculty and staff of the University as effectively and courteously as possible at the lowest possible cost. Additionally, it is our policy to manage our employees in a proactive manner and as individuals, nurturing a sense of commitment and ownership and instilling a sense of pride, craftsmanship, and productivity in all employees, both management and labor.

Vice President for Facilities Operations - John Bollier Vice President for Construction and Renovation - Jerry Warren

John Bollier
John is Associate Vice President for Facilities Operations and School of Medicine’s Facilities Capital Program. In this role, he is responsible for Utilities, Physical Plant, Grounds, Custodial Services, Residential College Services and the Fire Marshal. John assumed this role in January 2004 after having been at Yale School of Medicine for over 11 years during which time he served in several capacities - Project Manager, Director of Project Management and Executive Director of Facilities Development & Operation.

John is a registered Architect and prior to joining Yale in 1992, worked for a variety of Connecticut firms including Gregg & Weiss Architects and Roche-Dinkeloo Associates. He earned a Bachelor of Science degree from the University of Michigan College of Architecture and Urban Planning and holds a MBA from the University of New Haven.

Jerry Warren
As Associate Vice President for Construction and Renovation, Jerry is responsible for Yale's ambitious program of new construction and renovation and works with the University Planner and the Project Management Office.

Jerry comes to Yale from Procter & Gamble where he worked for 29 years. Most recently, Jerry worked on the design and construction of the $80 million Underground Railroad Freedom Center. Jerry has a proven ability to complete a range of major capital projects on time and within budget. He has also distinguished himself in the improvement of project development, design and construction processes.

Jerry earned a Bachelor of Civil Engineering degree from the Georgia Institute of Technology.

Dial 26888 or submit a FAMIS Web Request which can be accessed through our web site: http://www.facilities.yale.edu

As have many Finance & Administration departments, The Office of Facilities Operations is in the process of reorganizing. Part of our reorganization includes the Customer Service Center.

Customer Service Representatives and Controls & Automation Staff have embarked on a new course. The Controls & Automation staff moved to 370 James Street to become more closely aligned with their logical counterparts in the Controls Mechanic’s Shop. The Customer Service Center staff will remain at KBT, fielding all calls and routing them to the appropriate section.

In the past, you may have had to refer to a long list of facilities contacts or rely on your memory when you needed service. While this process may have been effective most of the time, we know that calls and emails sometimes get dropped accidentally, resulting in an unsatisfactory experience for all involved. It is our intent, within reason, to log ALL Facilities Service Requests, whether; Emergency, HVAC, Keys or otherwise into our computerized maintenance management system, FAMIS.

Upon calling our Central Facilities number - 432-6888, you will no longer have to navigate through 4 separate phone tree options. Our courteous and professional Customer Service Representatives will record your request and ensure that the appropriate section is notified, (immediately if necessary).

The Controls & Automation staff moved during the first week of November. We hope these changes are seamless to the Yale community. However, as with any transition, we may experience unexpected problems along the way, and we ask for your patience in such instances.

In the coming months you will hear more about our initiatives to improve the delivery of service and as always, we welcome your feedback.

Please contact Pat Gallagher (patrick.j.gallagher@yale.edu), 432-9288 should you have any questions regarding our plans.

Our Customer Service Center is staffed with courteous and professional employees who handle ALL ROUTINE AND EMERGENCY CALLS. We can be reached at Ext. 26888.

Our computerized maintenance management system (FAMIS) a “next generation” web based program records the majority of our work. FAMIS allows customers to enter routine service requests on-line. Another feature is the ability to check the status of your request, real-time. Submit a FAMIS Web Request for ROUTINE REQUESTS ONLY.

Here a few key definitions:

Lock out / Escorts -
Dial 5555 – Campus Security

Major Emergency – Major power outages, personal injury, fires. . .
Dial 111 - Police or Fire

Emergency - situations that are less severe but require immediate attention - steam leaks, environmental control failures, floods, elevator entrapment . . .
Dial 26888 - Customer Service Center

Urgent Repairs: Require prompt attention to prevent interference with a customer's mission but are not critical enough to require immediate, (drop everything, all hands on deck) attention . . .
Dial 26888 – Customer Service Center

Routine Work: Normal repairs of limited scope which can be scheduled – Sticking door, light out in an area that has other operating lights, dripping faucet, stained ceiling tile, install shelving . . . Submit FAMIS Web Request or Dial 26888

Lead by Carmine Amento, the Customer Service Group is comprised of six experienced facilities managers. These managers are essentially “facilities generalists” who possess intimate knowledge of the services and structure of the Facilities Operations Department. Using this knowledge, Customer Service Group managers are responsible and accountable for supporting customers and resolving their facilities related issues.

In summary the CSG managers are the primary interface with customers. There is one CSG manager for each of 6 geographic areas of campus. Each CSG manager performs two roles:
“Role A”: Ombudsperson for customer’s facilities problems (approx. 35%)
“Role B”: Unique facilities management function (approx. 65% of effort)

CSG managers meet regularly with key customers, act as “project manager” of customer sited issues, maintain log of issues, coordinate with other facilities units to bring closure and monitor status of work-orders within area, prioritize as require.

Grounds Maintenance covers exterior property from the building steps out, year-round. Responsibilities include landscape needs, litter control, waste removal, recycling and snow removal. Landscaping needs consist of pruning, planting, turf care, trees, shrubs, flowers on campus. Snow and ice maintenance includes all sidewalks, steps, stairs, driveways and parking lots. Additionally, the department installs and maintains walk ways, patios and bike racks.

Grounds Maintenance has a fleet of 18 trucks and approximately 30+ employees, including: Joseph Sciarini, Ralph Dogolo, Alphonse Paolillo, Charles demartin, Dawn Landino, Mitchell Weiner, Alexander Polino, Jason Jacobs, Aaron Phillips, Nancy Brown, Anthony Stewart, Thomas Gaudioso, Liberato Riccio, Eric Ciolino, Richard Mansfield, Deidre Oliver, Ana Lizasuain, Jason Carney, Terri McLeod, Michael Butler, Lee Powell, Ronnie Maebry, Joseph Beckford, Randolph Harrison, Dan Bromell, Louis Randall, Edward Simjian, Ronald Kaminsky, Royce Palmer, John Kul and Walter Debboli.

The following indicates the schedules for certain tasks performed by Grounds Maintenance: