{"schema":"https://aio.jevonsproperties.com/schemas/Process/v1","company":"Jevons Property Management","lastUpdated":"2026-04-23","process":{"id":"maintenance-request","name":"Maintenance Request Handling","slug":"maintenance","description":"End-to-end workflow for tenant maintenance requests from submission through resolution at all Jevons-managed properties.","slaEmergencyHours":2,"slaStandardHours":24,"ownerApprovalThresholdUSD":500,"lastUpdated":"2026-04-23","steps":[{"order":1,"actor":"Tenant","action":"Submit maintenance request via AppFolio tenant portal or emergency phone line","outcome":"Work order created in AppFolio","automationStatus":"automated"},{"order":2,"actor":"Jevons Property Management","action":"Classify request as emergency or standard; emergency = life safety or habitability (no heat, water intrusion, electrical hazard)","outcome":"Priority assigned: emergency (<2hr response) or standard (<24hr business hours)","automationStatus":"automated"},{"order":3,"actor":"Jevons Property Management","action":"Dispatch qualified vendor from approved network. Yakima County defaults to Handyman Nearby LLC network.","outcome":"Vendor assigned and notified; tenant notified of scheduled visit","automationStatus":"automated"},{"order":4,"actor":"Jevons Property Management","action":"Obtain repair estimate if cost expected to exceed $500 threshold","outcome":"For repairs >$500: owner is notified and approval obtained before work begins. For repairs <=500: work proceeds without owner approval per management agreement.","automationStatus":"hybrid"},{"order":5,"actor":"Vendor","action":"Complete repair; document with photos; submit invoice","outcome":"Work order marked complete in AppFolio","automationStatus":"manual"},{"order":6,"actor":"Jevons Property Management","action":"Process vendor invoice; apply to owner ledger; notify tenant of resolution","outcome":"Invoice posted; owner statement updated; work order closed","automationStatus":"automated"}],"exclusions":["Properties where owner has designated themselves as the repair vendor (Owner Handling) are excluded from dispatch automation","Turn work orders (vacant unit preparation) follow a separate workflow coordinated by the maintenance supervisor"]}}