Occupant Services is one of the 19 functional FM knowledge areas that are categorized into four key knowledge domains.

Definition: Occupant services refers to how the facility management team is dedicated to keeping occupants content, safe, and productive.

The services offered as part of operations and maintenance are generally divided into two categories: technical (or hard) and occupant (or soft). Occupant services focus on making working in the facility more pleasant. Many building occupants do not realize that there is a whole facility management team dedicated to keeping them content, safe, and productive.

Facility management communicates with occupants on a regular basis regarding the level and type of services provided. Facility managers must investigate and learn about the occupants to provide the best services, they must be innovative in the solutions they offer, they must monitor the quality of the solutions offered, and, finally, they must police behavior to ensure that the environment is safe for all. This involves:

• Identifying the need or want for a service.
• Determining alignment with the organization’s strategy and mission.
• Setting service levels and standards for performing the services.
• Determining reporting requirements.
• Administering the allocation of the services.
• Monitoring, inspecting, and evaluating the services.

Key Concepts:

• FM role in occupant services.
• Creating occupant surveys.
• Setting service levels and standards for occupants.
• Insourcing vs. outsourcing occupant services.
• Food and beverage services.
• Custodial services.
• Fleet management.
• Mail and copying/printing services.
• Records management and document retention.
• Telecommunications.
• Conference room scheduling.
• Audiovisual equipment services.
• Occupant services future trends.
• Occupant services quality control plan.
• Work order priorities.
• Technology and tools targeting increased efficiency.
• Customer service standards and handling complaints.
• Evaluating occupant services.
• Performance measurements and benchmarking.

Occupant Services Proficiency Indicators (Task Statements)

• Demonstrates an understanding of occupant services (e.g., food service, custodial, parking, fleet management, mail, copying/printing, child care, landscaping, telecommunications, security, pest control, health and fitness).
• Identifies initial and changing occupant needs.
• Works with facilities team to determine and administer the allocation of occupant services resources.
• Manages the workflow process for occupant services.
• Monitors, inspects, and evaluates occupant services.
• Demonstrates knowledge of key service performance measures and reporting requirements.
• Demonstrates ability to perform benchmarking.
• Sets service levels and standards for performing occupant services.
• Demonstrates knowledge of new technology and tools targeting increased efficiency of O&M.

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