{"schema":"https://aio.jevonsproperties.com/schemas/Process/v1","company":"Jevons Property Management","lastUpdated":"2026-11-05","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,"ownerApprovalThreshold":{"currentAgreementUSD":500,"appliesTo":"Current management agreement and all new properties; older agreements set their own threshold."},"lastUpdated":"2026-11-05","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 told who to contact and contacts the vendor directly to schedule","automationStatus":"automated"},{"order":4,"actor":"Jevons Property Management","action":"Obtain a repair estimate when the cost may exceed the property's approval threshold ($500 under the current management agreement; older agreements set their own)","outcome":"Above the threshold: the owner approves before work begins. Within it: work proceeds without owner approval. Life-safety emergencies are dispatched immediately, without waiting for approval.","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 turn workflow run by Jevons Property Management"]}}