{"id":5855,"date":"2024-02-12T20:46:17","date_gmt":"2024-02-12T20:46:17","guid":{"rendered":"https:\/\/in.nau.edu\/facility-services\/?page_id=5855"},"modified":"2026-03-11T19:08:05","modified_gmt":"2026-03-11T19:08:05","slug":"work-control-center-faq","status":"publish","type":"page","link":"https:\/\/in.nau.edu\/facility-services\/work-control-center\/work-control-center-faq\/","title":{"rendered":"Work Control Center FAQ"},"content":{"rendered":"

Work Control Center<\/h1>\n

FAQ<\/h2>\n\n
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Who can submit a work request? Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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Anyone can call us directly at 928-523-4227<\/a> and report damage or a maintenance malfunction, or visit the Work Request Portal<\/a>. Provide your NAU user name and password when prompted.<\/p>\n<\/body><\/html>\n\n <\/div>\n<\/div>\n\n\n
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I submitted a work request. Now what? Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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You will receive an email from work.control@nau.edu<\/a> that will include your service request number. Once your service request has been accepted you will receive an additional email listing your work order number.<\/p>\n<\/body><\/html>\n\n <\/div>\n<\/div>\n\n\n
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Can I track my work request online? Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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Yes! Follow this link to the Work Request Portal<\/a> and enter the service request or work order number in the search bar on the left side of the page. Or, you can call us and we will be happy to provide you with information on the status of your work order.<\/p>\n<\/body><\/html>\n\n <\/div>\n<\/div>\n\n\n
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Do I need to be present for the maintenance work? Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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No you do not need to be present. By submitting a request you give us permission to access your room or office. If you want to be present please call our office.<\/p>\n<\/body><\/html>\n\n <\/div>\n<\/div>\n\n\n
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It is an emergency! What should I do? Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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If it is a life threatening emergency<\/strong> call the Police Department<\/strong> at 911<\/a>.<\/p>\n<\/body><\/html>\n\n <\/div>\n<\/div>\n\n\n
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How long does it take for my request to be processed? Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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Work order priority levels:<\/p>\n
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Priority 0 – Emergency (anticipated response time of 2 hours) <\/strong>Fire, health, and safety items that demand immediate response to protect and save property and lives. There is an immediate response to alleviate the situation, but not necessarily a permanent repair. Examples would include, but not be limited to, gas odor\/leak, fire, etc.<\/li>\n
Priority 1 – Critical (anticipated response time of 24 hours) <\/strong>Failures that impair a system or component but does not render it inoperative. This work will normally be accomplished with same-day service. These are critical conditions that impair the use of a facility, pose a potential threat of personal injury, might cause equipment damage if not addressed, can cause a loss of research or work product, or can cause a serious disruption of university operations. This work will be given proper attention to determine the scope and to fit the work in among the normal, daily duties of the staff. Campus living facilities and food-service locations will take precedence over others of the same priority. Examples would include, but not be limited to, ADA compliance issues (inoperative door opener\/closer, elevator outage), lock issues that pose a safety threat (campus living apartments), fire alarm beeping\/troubles, roof leaks, multiple clogged showers\/toilets\/urinals\/sinks (backup), etc.<\/li>\n
Priority 2 – Urgent (anticipated response time of 5 days) <\/strong>Work may be high profile in nature, have a short deadline date, or may affect research or work product. Examples would include, but not be limited to, clogged toilet, urinal, sink, shower (when other restroom\/shower facilities are available), graffiti removal, etc.<\/li>\n
Priority 3 – Routine (anticipated response time of 30 days) <\/strong>Maintenance or service item that does not pose an immediate risk to facilities, systems, equipment or components and can be handled on a planned and scheduled basis. Advance coordination with the customer is typically required to allow scheduling of personnel and receipt of materials. Routine maintenance is the day-to-day, recurrent, or periodic work required to maintain and preserve a facility or facility’s mechanical systems at optimal working conditions. Examples would include, but not be limited to damaged ceiling tiles, light bulb replacements where adequate lighting exists, inoperative outlets, patch\/paint, etc.<\/li>\n
Priority 4 – Scheduled (anticipated response time is variable ) <\/strong>These requests enter the job queue and are processed in the order in which they are received — large-scale\/multi-trade work orders are treated as projects; they may require several months to complete. Jobs related to specific events require adequate lead-time to be completed on the date requested. While every attempt is made to accomplish all work in a timely manner, there are times when maintenance, a repair, or some other item of work must be deferred. The requesting department or individual will be notified of the reasons for the delay. Examples would include, but not be limited to events with a deadline date, blue stakes, inspections, plan review, planned maintenance, etc.<\/li>\n<\/ul>\n
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Contact the Work Control Center<\/h3>\n <\/div>\n
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