Responding to a Tragic Disaster When It Rains, It Pours An EPIC … · 2013-05-30 · VOLUME 3 /...

VOLUME 3 / ISSUE No. 01

WWW.EPICRESPONSE.COM

In This Issue:

Responding to a Tragic Disaster

When It Rains, It Pours

An EPIC Day of Work and Play

An Eye-Opening Experience in the Early Stage of a Loss

Self Plan to Minimize Business Interruption

2012 BOMA Community Service Project

www.epicresponse.com2

EPIC Response highly values safety and compliance both for our employees in the field and our clients in their homes and office spaces. Read on to find out how EPIC works to instill safety measures on the job. We also have a recap of 2012 events. Don’t forget to check out our new Facebook page for photos and information!

VOLUME 3 / ISSUE No. 01

TABLE OF CONTENTS

Employee Feature - Wanda Thomas

Responding to a Tragic Disaster


Cobb Travel & Tourism AwardLeadership CREW

Client Training Information

Teeing Off with EPIC ResponseFernbank “EPICsaurus” Christmas

EPIC Family PicnicClient Appreciation Day

When It Rains, It Pours

Saving Grace in Our State

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EPIC’s Core Values are our guiding principles; simply stated, it’s what we believe. These are not mere slogans. They are the foundational pillars of our company, reflecting how we operate and who we are. They are accepted and exemplified by every EPIC employee, without exception, and provide the moral compass guiding us forward. Our Core Values are:

Servant LeadershipThe skill of influencing people to work enthusiastically toward goals identified as being for the common good.

Entrepreneurial SpiritFostering a spirit of unlimited opportunity characterized by positive change, accountability and will to succeed.

Investment in the FutureStrategic investment and allocation of resources in order to maximize stakeholder value.

CORE VALUES

Don’t forget! After we complete a job for you, please fill out our two question, Simple Survey.

Our goal is to survey the customers we engaged with on a job site, then use the feedback to adjust and improve our services.

Thank you in advance for participating in our survey. Your input is heard and valued!

“How likely is it that you would recommend EPIC Response to a friend or colleague?” (on a scale of 0-10)

“Please tell us why you chose this rating.”(open ended)

WE APPRECIATE YOUR FEEDBACK!

www.epicresponse.com 3

Wanda Thomas, Customer Care and Quality Manager at EPIC Response, boasts an impressive background of service and quality assurance. As a member of the EPIC team since 2004, Wanda works diligently to enhance our customers’ experiences by building relationships and performing daily quality-control inspections at jobsites.

After studying mathematics and computer science for two years at the University of Central Arkansas, Wanda felt called to serve in the military and joined the Navy. Although she expected to serve only four years, she recalls, “I ended up in a 20 year career as an Electronics Technician specializing in communications repair. For the last 10 years, I completed the training necessary to earn the designations for Surface Warfare and Calibration Technician. I also earned an Associates degree in Mechanical Technologies.”

Wanda retired from the Navy in September 2001, just three days before 9/11. She explains that her most memorable time in the service was during the Kosovo Campaign. “I was assigned as the Work Center Supervisor for all Portable Communications on board the nuclear aircraft carrier USS Theodore Roosevelt. The shop was responsible for all the portable radios onboard, including the Admiral, Commanding Officer, and Seal Team radios…no pressure!”

It’s easy to see how those responsibilities translate to her job at EPIC. Working her way up from the receptionist position, Wanda quickly earned the role of Customer Care Representative and Contents Manager. Her previous experiences, both in the Navy and at EPIC, have further developed her natural ability to effectively communicate with customers, ensuring that their needs remain a top priority. She is well-versed in troubleshooting and is always determined to find the best solutions for any issues our customers may encounter.

On Oct. 20, 2010, Wanda was named Certified Manager of

Quality/Organizational Excellence by the American Society for Quality (ASQ). We are very proud to have a team member hold this prestigious certification.

When asked why she enjoys her role at EPIC, she shares, “The opportunity to grow at EPIC is a big motivator for me. I’ve grown from the part-time receptionist role to where I am now. I get to think outside the box every day.”

In her spare time, Wanda enjoys dancing, traveling, and spending time with her son.

Customer Care Services

EMPLOYEE FEATURE

“The opportunity to grow at EPIC is a big motivator for me. I’ve grown from a part-time receptionist role to where I am now. I get to think outside the box every day.”

WANDA THOMASCustomer Care and Quality Manager

Certified Manager of Quality /Organizational Excellence by the American Society for Quality (ASQ).


Responding to a Tragic DisasterAn Eye-Opening Experience in the Early Stage of a Loss

In the early morning hours of Jan. 6, 2012, EPIC Response received the kind of phone call that no property manager ever wants to make—a fire was in progress at Chatsworth Apartments. As EPIC prepared to respond and assist, the fire department was on-site putting forth all efforts to extinguish the blaze. Approximately eight families, or two-dozen individuals, were evacuated from their homes on this tragic morning, many with young children.

EPIC’s Project Manager, Darrell Baggett, arrived at the scene around 3:30AM as the first responder. At this time, the fire department was still actively working to ensure all flames had been put out, while the American Red Cross was tending to the displaced families at the nearby management office.

Shortly thereafter, EPIC crews began to arrive in trucks stocked with the needed supplies to thoroughly weatherproof and secure the affected building. After receiving the ‘green light’ from the fire department to begin work, EPIC crews immediately began boarding up and shrink wrapping all the damaged entry doors and broken windows, covering

the burnt exterior walls and fireplace chases with sheathing, and demolishing the heavily damaged roofing.

By 7:00AM, when property management and the building owner arrived, EPIC crews had already completed the temporary board-up to ensure the general public could not enter the building. EPIC’s Project Management and Estimating team were also there to begin the claims process by assessing the damages and compiling the necessary documentation with the insurance company.

Kevin Allaf, Winthrop Management Construction Manager, expressed, “This process made for a very smooth transition…being able to secure the site, move residents, and at the same time, being able to give the investors a full report of the project, [as well as the] process put in place to ensure the building would be brought back online as soon as possible. From the management’s perspective, the way EPIC handled these events allowed us to concentrate on the residents’ and the investor’s concerns first and foremost, which is what makes us go back to EPIC time and time again.”

For EPIC, being present at the early stages of a loss is a very saddening, yet eye-opening experience. Walking into these highly damaged residences can cause extreme emotions for all those involved – seeing charred children’s shoes and toys left on a floor that is nearly caving in, wet insulation saturated and dripping with water, and steam filling the broken spaces that used to be known as ‘home’. On that early morning, these families felt as if their worlds were falling apart. Within such a short amount of time, the homes they had been living in and most of their personal belongings were destroyed.

“It is so devastating to see events like this happen, both to those affected and to us,” said Baggett. “When all is said and done, nothing is more rewarding to us at EPIC than to be able to offer our clients support and peace of mind by rebuilding what has been lost, doing it quickly, and making it look as good or even better than it was before. That’s why we’re here, and it’s why we love what we do.”

“Regardless of whether the incident is fire, water, or storm damage, it has


Savannah Hutchinson joined the EPIC team in 2011 as the Multi-Family/Residential Project Coordinator. She is currently pursuing a Bachelor’s Degree in Business Management at Kennesaw State University. Savannah is from Kennesaw, GA and has been happily married to her husband, Ryan Hutchinson, since July of 2010.

SavannahHutchinson

Left & RightBefore and After pictures of Chatsworth Apartments

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We look forward to staying connected with you!

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@EPICResponse

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been our experience that EPIC’s number one concern is to work in our best interest,” said Allaf.“They were also able to work well with the insurance company, which is another service that puts them above the competition.”

In the coming year, how will you prepare for these types of disasters? How could the loss be prevented or reduced in scale? While it’s only natural to hope that events like this will never occur, it’s never a mistake to have a plan in place in the event that the unthinkable happens. According to Allaf, Winthrop Management is now planning safety classes for all employees, as well as setting up safety meetings with its residents. Do you have a safety plan in place?

“When all is said and done, nothing is more rewarding to us at EPIC than to be able to offer our clients support and peace of mind by rebuilding what has been lost, doing it quickly, and making it look as good or even better than it was before.”

Darrell Baggett,EPIC Response


In October, EPIC Response was honored to be a part of the Building Owners and Managers Association (BOMA) of Georgia community service project, working side by side with several other local companies to revamp the Highlands area YWCA playground. EPIC had the pleasure of kicking off the morning by supplying breakfast and plenty of coffee for all of the volunteers.

It was far from a typical day at the office, and EPIC team members were excited to lend a helping hand, working diligently to install new landscape timbers, spread mulch, and clean the area’s surrounding sidewalks.

“The wonderful outpouring of assistance from everyone in the BOMA organization was truly touching. We felt like we

were on an episode of ‘Extreme Makeover,’” said Karen Sterk, YWCA Chief Advancement Officer. “A HUGE thank you to the EPIC Response team for its contribution.”

Seeing the finished product, a playground that the YWCA children of all ages could enjoy, was a terrific ending to an already rewarding day. According to the staff, “The children love the new improvements…The toddlers, wobblers, and preschoolers use the playground every day!”

Tomeki Hill, Early Learning Center Director, agreed. “The playground is now more functional and safer. It makes such a difference to know that local businesses and community volunteers are there to help us improve our ability to do our mission. Thank you EPIC Response!”


AboveKelly Scott and Darrell Baggett working on a landscaping project

AboveEPIC Team poses for a photo after a day of work

LowerThe YWCA finished playground

2012 BOMA Community Service Project


Cobb Travel & Tourism HonorsKelley Moon, ‘Hero of the Year’

Leadership CREW

This past November, Cobb Travel & Tourism held its 20th Annual Meeting and Mixer at The Southern Museum of Civil War and Locomotive History. Special ‘Spot- On’ awards were given at the event to honor four outstanding CT&T partners—Hilton Garden Inn Wildwood, The Earl Smith Strand Theatre, South City Kitchen in Vinings, and EPIC Response’s own Kelley Moon.

Moon was named the ‘Hospitality Hero of the Year,’ which recognizes an individual who believes strongly in the organization’s mission and has offered outstanding support. When CT&T created its annual Epic Networking series, Moon was the first to step up and commit to being a partner.

“We were thrilled to give these awards to fantastic partners that have truly demonstrated their support over the past year,” said Holly Bass, CEO of Cobb Travel & Tourism. “Their exceptional partnership with [our organization] gives us the confidence to proudly represent Cobb County.”

We would like to extend our congratulations to Kelley for her wonderful achievement. We are proud to have her on the EPIC Response team—she represents our company and industry exceptionally!

Few things are more powerful or exciting than stepping into the role of leadership, and every two years, CREW (Commercial Real Estate Women) Atlanta selects 25 trainees to be part of its elite leadership program that is like no other. Through Leadership CREW, women are empowered to develop professionally and as outstanding leaders, focusing on fostering both business-related and personal skills while individually creating their own personal strategic plans. With each month of training building upon the previous lesson, the Leadership group learns about personal, professional and civic responsibility, problem solving, negotiations, team building, change management and much more. Throughout the year, the camaraderie that develops through this program truly changes lives. As a graduate of the class of 2012, EPIC’s own Jenifer Wright is now an established member of the Leadership CREW Alumni. Congratulations, Jen!

For more information about CREW Atlanta, please visit http://www.crewatlanta.org

AboveJen Wright, graduate from the Leadership Program

RightThe 2012 Leadership CREW participants

INDUSTRY EVENTS


Teeing Off with EPIC Response

Fall is an extremely busy time for EPIC Response and is filled with some of our favorite annual events—including golf tournaments in which we enjoy spending time with our clients on the green! We are excited to sponsor various trade organizations throughout the greater Atlanta area so that these tournaments can be a success. Also part of this annual tradition is our legendary lemonade, supplied by EPIC volunteers, which helps to keep players both happy and hydrated. As much as we value our work, EPIC enjoys supporting its industry partners and the community outside of its property, facility, and residential losses. Catch up and relax with our awesome clients on the golf course instead of at a building flood? That suits us to a tee!

Fernbank ‘EPICsaurus’ ChristmasChristmas is the season for giving and gratitude, and the employees at EPIC Response enjoyed spreading holiday cheer to some of the people who help to make our business such a success—our clients!

In December, EPIC hosted its Fifth Annual Christmas party at Fernbank Museum of Natural History, inviting both clients and their families to join in the festivities, which included a visit and photo session with Santa. This year’s theme was “EPICsaurus,” and aside from the 86 foot tall dinosaur exhibit featured in the Great Hall, caricature artists were on hand to create fun portraits of our guests, the “Kids Korner” included a candy bar filled with sweets and crafts galore, and the entire museum was available for exploring!

At the event, EPIC also collected a record number of toys to be distributed to needy children in the community through the Toys for Tots campaign. Thank you to our friends and customers who came out for the fellowship and celebration!


EPIC Family Picnic Day

EPIC Gives ‘Thanks’— Client Appreciation Day

Last fall, employees and their families enjoyed a fun-filled day of relaxation and play at the company picnic—EPIC style! The event was complete with barbecue, door prizes, as well as a bounce house and snow cones for the kids! The highlight of the day for everyone involved was watching the kids work hard to sink their parents and other EPIC employees in the dunk tank.

Client Appreciation Day is a great way that EPIC Response likes to show our loyal customers how much we value their continued support, and there is no better time to host this luncheon than in the midst of the Thanksgiving season! Clients were invited to our facility to visit with our staff, enjoy barbecue and prize give-a-ways. Of course, the event would not have been complete without our famous ‘Gotta-Go’ Racing Toilets—a client and employee favorite!

EPIC Response plans to continue to host these types of events throughout the year. After all, our clients are the reason that we are here! We cannot thank you enough for allowing us to be a part of your lives, professionally and personally.

Did you score big this hunting season with an awesome kill? Want to show off your trophy and be entered for a chance to win a $50 VISA gift card? Send a photo and description of your harvest to [email protected] and you may even be selected for a feature in our next issue of The Chronicle!

Win BIG BUCKS for your Big Buck!


The morning of Oct. 22, 2012 started out like another typical Monday in Atlanta; the sun was shining and the fall weather was perfect. All seemed normal, except one thing; water was making its way inside of one of Colliers International’s tenant spaces. Early that morning, Lisa Stenbeck, Vice President at Colliers International, received a phone call from her building engineer, explaining that there was a water leak in a tenant space. Luckily, the tenant’s facility manager had the foresight to turn off the running water. The engineer stated that the loss was approximately 4,000 square feet. Lisa immediately called EPIC Response to get a crew on the way while she drove to the property.

20 minutes later, Lisa arrived on site, toured the space with her tenants and quickly realized that the situation was much worse than she had expected—the entire suite had been affected, totaling nearly 15,000 square feet. Everyone pitched in to move contents and all electronic equipment out of the

When It Rains, It Pours Self Plan to Minimize Business Interruption

standing water. Upon EPIC’s arrival, all parties (including Colliers and the tenant) began walking the facility to develop a plan of attack for the drying portion, as well as to begin discussions about the reconstruction process and deadlines for project completion. EPIC’s team of estimators quickly sprung into action preparing a scope of work for approval. Project superintendent Tim Hardy arrived onsite after the dehumidification process had begun. By this time, the EPIC operations team had moved the tenant’s contents into central locations within each space and removed nearly all of the carpet tiles. Tim notes that in his first meeting with Lisa, “She was extremely calm and collected, knowing just what to do to keep the project moving forward.” No doubt this was due to Lisa’s past experience with several types of property loss in her many years of commercial real estate management. The tenant was able to relocate their VIPs and administrative staff to the surrounding suites as well as allowing

others to telecommute. By acting quickly, they were able to avoid business interruption. Due to tight deadlines, Tim went to work meeting with his contractors right away and developed a work schedule and secure materials. Construction began on October 25 after dehumidification was complete, with a hard deadline of November 9. Accent walls were painted throughout the suite to match the new carpet that had been selected. Once the drywall and painting portions were complete, the contents manipulation began in order to get the new carpet tiles installed. EPIC worked throughout the


Tim Hardy is EPIC Response’s Construction Superintendent. He has been a member of the Greater Atlanta Home Builders Association since 1996. His certifications include WRT, ASD certified, OSHA safety certified, and Certified Asbestos Supervisor.

He has many years of industry experience in multiple markets including commercial office, hospitality, healthcare, and industrial/flex. Tim is a Georgia native and former owner-operator of Hardy Construction for 15 years. He has been happily married for 31 years with two children and a two-year-old grandson.

Jenifer Thompson Wright works in the Business Development Department. She oversees multiple client portfolios and has served in this industry for 14 years. During this time, she has been involved in many major catastrophic events. An Atlanta native, she is a graduate of Kennesaw State University, as well as a graduate of Dale Carnegie of Georgia. Jenifer is a member of BOMA Atlanta, CREW Atlanta, and IREM Georgia and is actively involved on several committees within in each organization. She married in October 2012.

TimHardy

JeniferWright

Looking for a nice, spacious location to host your next corporate or team meeting? Look no further than EPIC Response! We are now extending to our valued customers the invitation to host meetings and conferences at our facility—FREE of charge!

We boast a spacious conference room that can seat up to 60 people and is equipped with full audio and visual devices that include a SMART board, projector and hook-ups for laptops. In addition to our meeting space, we have a commercial-sized kitchen and break room where you can coordinate with a variety of restaurants in the area to cater your meals. You can even enjoy watching our flat screen HDTV while you eat!

Don’t forget, EPIC is conveniently located about 20 minutes North of Atlanta, with a variety of hotel, restaurant, and shopping amenities just minutes away from our office.

For inquiries and to check availability, please call our office at 770-516-3491 or email us at [email protected]

ANNOUNCEMENT

weekend moving modular workstations and office furniture to install the carpet and cove base in order to return the space back to pre-loss conditions. Then came the wall covering installation. Simple…right? Well, the paper selections were ordered just prior to the largest hurricane to ever hit New York City – Hurricane Sandy. You guessed it, that is exactly where EPIC’s wallpaper distributor was based. Tim was told that there would be no shipping for days and the deadline was fast approaching. EPIC strives to be the calm in the midst of catastrophe, and this issue constituted a major one for sure. Thankfully, due to excellent supplier relations, the wallpaper installers were able to get the materials re-routed and to the jobsite, allowing the team to complete this project a full day ahead of schedule! A tremendous amount of communication took place on this project between Lisa, her tenant and the EPIC team. Lisa was

onsite at some point every day during this project. She was adamant about ensuring the tenant understood that Colliers cared and they were on the ball throughout this entire process. Mission accomplished! What does Lisa recommend to other property managers who may think this type of situation could never happen at their properties? “It is very foolish not to plan. Know where your main shut-offs are located – water, power, gas, etc. Make note of these locations on your site plans with the use of legends. In multistory buildings and multi-generational spaces, it can be more difficult to locate the shut-offs, but find them. Do not leave out information on restrooms, water heaters, pumps and water fountains. It is important for the engineering team to obtain plans to tenant spaces and check for shut-offs to new equipment to ensure safety measures are in place. Be aware of liabilities and make sure safety measures are being taken.”

“It is important for the engineering team... to ensure safety measures are in place.”

Lisa Stenbeck,Colliers International


In our business and probably your business too, it’s standard practice to serve clients and fellow employees, but how often do we as individuals or as a business take the leap of faith and initiative to serve those who can’t ‘pay us back’ or reciprocate our offerings?

That’s where the mission of Camp Grace—the summer program offered through the non-profit organization, Vision Atlanta—comes in. Dave Pridemore, Executive Director, did indeed have a vision to provide an opportunity for inner-city children to experience the wonders and thrills of nature through summer camp.

In 1978, Pridemore moved from Ohio to Atlanta. After serving at Fellowship Bible Church for 15 years as well as working at Bell Telephone for 17 years, he made the decision to leave these positions and go to seminary. When describing his headfirst dive into the mission service, he explains, “Drastic faith requires drastic action.”

Saving Grace in Our StateNon-profit Mission to Inspire Fun & Spiritual Experiences

Since 2005, Camp Grace has offered children from at-risk communities a Christ-centered camp experience. During their weeklong stay, campers are exposed to exciting challenges and encouraging mentors. Over the past eight years, Camp Grace has served 3,100 kids, 1,350 who have accepted Christ.

Pridemore recalls some of the challenges faced when organizing the location for the first several years of camp. “We ran into a lot of biased attitudes when we told people we’d be bringing ‘inner-city’ kids to camp. I had to put down large damage deposits to ensure our commitment and to cover potential damages. In each case, the full amount was returned to us and not needed.” Despite discrimination roadblocks, Pridemore and his team found 300 acres of land in Crawford County to begin development. “They welcomed us with open arms,” he says.

Campers enjoy a variety of amenities

that some have never experienced before. The list of ‘things to do’ includes horseback riding, swimming in the pond, and of course small group time and team building exercises. These are exactly the kinds of activities that so many of these children need, and Pridemore explains, “Many kids come with anger issues and we work with them. They’re here for both the fun and spiritual experiences. On Monday, they may get off the bus flashing gang signs and acting tough; by Tuesday, they’re jumping off the dock into the pond or running through the fields.”

Camp Grace focuses on a special acronym: S.T.A.R.S., which stands for Stay in school, Transformation,

Affirmation, Relationships, and

Superstar. Those simple values have a huge impact on the kids who are not given positive spiritual and emotional reinforcement at home. The camp doesn’t just affect kids for that one week in the summer either, but instead stays with them for many years to come.


Taylor Powell Moore is EPIC Response’s Marketing Coordinator. She holds a certificate from Atlanta’s American Association of Advertising Agencies’ Institute of Advanced Advertising Studies and is a member of BOMA Georgia and CREW Atlanta. A Nashville native, she is a graduate of the University of Tennessee, Knoxville and recently married in October 2012.

“We have campers who start out at seven or eight years old. They can come back as a Counselor in Training at 15 and be paired with a college counselor. Some are so affected by Camp Grace that they continue on to college and go into inner-city ministry,” Pridemore says. The Camp also hosts other activities throughout the year such as a fall festival and a Christmas event.

Camp Grace campers are usually sponsored through generous donations, but it’s not a free ride. “These kids are qualified through our inner-city partners. They are required to participate in a weekly program for eligibility and Camp Grace is their motivation for continued participation,” Pridemore explains. “These inner-city ministries can use the camp as a reward system which they could not offer otherwise.”

Children are also required to raise $50 to help fund their week at camp. “It teaches responsibility and removes the sense of entitlement. We hope to offer more programs for money management as well. Kids that can’t or don’t raise the funds are able to work off the cost by serving at the camp, ”Pridemore says.

Camp Grace isn’t in the clear yet though. As plans and reach for the camp continue to grow, so does the price tag for their efforts. “There are so many ways to get involved with Camp Grace. Your company can come and serve the campers during the week which builds a personal connection with your sponsorship, assist in building projects throughout the year by donating your time and/or materials, and of course support financially.”

Pridemore adds, “Kids also need anything you can think of for camp: toiletries, pillows, and even backpacks of school supplies for the upcoming year. We had one company that gave two years worth of water bottles that ran out before the end of one summer. It’s crucial to provide everything the children will need.”

What is the current reach of Camp Grace? Pridemore says, “Last summer, we took 600 campers over the course of 8 weeks. We could have taken 1,000 if more corporations would team with us. Our 2013 goal is to take 1,200 children over the course of the summer.”

Camp Grace is near Macon, GA – about 1.5 hours from Atlanta. It serves children

from all over the state. Pridemore explains the vision, “We plan to operate three camps on all 300 acres and serve 3,000 children each year. That will only be possible with partnerships and donations from generous sponsors.”

Want to get involved?http://www.thecampgrace.com/

Interested in learning more about the Corporate 100 team?http://www.thecampgrace.com/get-involved/corporate-100/

TaylorMoore

EPIC Response3045 Chastain Meadows ParkwaySuite 400Marietta, GA 30066

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