Recently, I published an article entitled Success on Water Losses. It gave a comprehensive look at using the ANSI/IICRC S500  (S500) and concluded by urging the use of this important tool.

Since then some have asked for more information on how to better interpret this technical standard and reference guide. This article will discuss some ways to properly use it and a few key words of wisdom.

Important Definitions of the S500

Each S500 that the publishes includes a page in the front of each that discusses Important Definitions that are used. These definitions provide a level of importance for procedures and practices outlined in the standard and reference guide.

We will begin by discussing these Important Definitions and then we will look at some examples of how they are used in the S500 to differentiate importance.

There are five key definitions listed below that are on page nine of the ANSI/IICRC S500 Fourth Edition. First, we must understand their meanings before applying them to practices and procedures. The second step is to apply them in real life. Examples are given after each key definition.

• Shall: When the term “shall” is used in this document, it means the practice or procedure is mandatory due to natural law or regulatory requirement, including occupational, public health, and other relevant laws, rules, or regulations, and is, therefore, a component of the accepted “standard of care” to be followed.
  • Example: “The OSHA Standard on Control of Hazardous Energy (Lockout/Tagout) found in 29 CFR 1910.147, delineates steps restorers shall take to prevent accidents associated with hazardous energy.” This statement uses “shall” to provide the restorer with an OSHA requirement found in the 29 CFR 1910 that must be followed due to occupational laws. [8.12]
• Should: When the term “should” is used in this document, it means that the practice or procedure is a component of the accepted “standard of care” to be followed, while not mandatory by regulatory requirements.
  • Example: “Following the implementation of an initial calculation, the restorer should consider other factors that may require adjustments… After the initial installation, appropriate adjustments (e.g., increase, decrease, reposition) in dehumidification equipment capacity should be made based on psychometric readings.” [13.5.6.2] While the initial equipment calculations are where many restorers stop, this statement says restorers “‘should’ consider other factors” and “equipment capacity ‘should’ be made based” on the psychometric readings taken. This directs the restorer to place the proper amount of equipment based on the readings taken and not just the formula.
• Recommend(ed): When the term “recommend(ed)” is used in this document, it means that the practice or procedure is advised or suggested but is not a component of the accepted “standard of care” to be followed.
  • Example: “It is recommended that the restorer record reading at the same locations until drying goals have been met and documented.” [13.5.7] While the restorer could take readings wherever they wish, the standard “recommends” the suggested approach would be to record readings at the same locations.
• May: When the term “may” is used in this document, it signifies permission expressed by the document, and means that a referenced practice or procedure is permissible within the limits of this document, but is not a component of the accepted “standard of care” to be followed.
  • Example: “Restorers may also consider a continuous use of outdoor air while dehumidification systems are deployed, when conditions are appropriate.” [13.5.5.1.3] Using “may” in this statement says the practice or procedure of “consider a continuous use of outdoor air” is permitted but not a component of the “standard of care.”
• Can: When the term “can” is used in this document, it signifies an ability or possibility open to a user of the document, and it means that a referenced practice or procedure is possible or capable of application, but is not a component of the accepted “standard of care” to be followed.
  • Example: “Restorers can use the installed HVAC system as a resource, provided contaminants will not be spread or the drying effort will not be negatively impacted.” [13.5.5.2] This statement using “can” says that this practice is possible or capable of being used, but also not a component of the accepted “standard of care.”

Knowledge leads to success

As you can see, the S500’s Important Definitions are important for restorers to understand as they follow the . Lack of knowledge of the intent of the standard can lead not only incomplete drying, but also potential legal liability to the restoration business.

By taking the time to review the principles presented, the application of the Important Definitions, and training your water restoration team, the ANSI/IICRC S500 can become an to produce success on water losses.

Dan Mesenburg has been in the cleaning and restoration industry for over 22 years. He is an IICRC board director, IICRC approved instructor, and WRT technical advisory committee chair. He and his wife own a ServiceMaster Restore franchise, and he serves as the regional training manager for a ServiceMaster distributor in the Midwest.

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That happened a few months ago with Fred Geyen’s Commercial Cash Flow article about carpet warranties and rotary cleaning systems. If you missed it, click here and you can read the article.

Fred spent quite a bit of time interviewing carpet mills and manufacturing experts involved with commercial carpet warranties, getting to the bottom of what cleaners should do when it comes to cleaning commercial carpet under warranty coverage.

Many of you spoke up in person, by telephone and by email about Fred’s article . Why? Because it got to the bottom of an issue many of you have faced or at least have wondered about: What do the mills really have to say about cleaning methods and commercial warranties? It’s a great topic because no cleaner wants to get in the middle of a warranty-claim war.

As one subscriber said, “All these years we have cleaned commercial carpets with buffer and pads, not even thinking about the carpet warranty.”

Another added, “I just finished reading the commercial carpet warranty article in the May 2016 issue. Thank you for hitting the nail on the head.”

The point of all this, to my simple mind at least, is there is always something to learn. You would think carpet warranties are fairly transparent. Not always so. Fred dug into the details, and the information he provided to you is invaluable.

Carpet cleaning today is more than just showing up at a job, spraying stuff, starting a machine and moving it over the carpet. Don’t laugh. As I write this, just yesterday I spoke with a veteran cleaner who had some trouble with a carpet cleaning job, and I asked him, “Which prespray do you use?” To which he said, “I don’t know the name, but it’s green.”

Professional cleaning involves investigation — choosing the best equipment, tools and chemistry, ensuring you are following recommendations by the carpet mills… and at the same time, doing the absolute best work for your customers.

It means obtaining an education on the science of cleaning and keeping up to date on changes in cleaning systems, methods and technology.

It means knowing stuff. Thanks, Fred, for helping us know some stuff.

Please send your comments, thoughts or article ideas to Jeff Cross, executive editor of Cleanfax: JCross@Cleanfax.com.

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According to this tech, he was called in to handle an “emergency” carpet cleaning. When he got to the house, a gentleman opened the door and showed him the emergency: A family room with carpet covered in blood. And, it turned out, the man who opened the door was the one who had shot his wife, whose blood was now on the carpet.

The scene was a pretty grisly welcome to the world of biohazard cleaning. It typically involves removing potentially dangerous materials such as chemical spills, toxic irritants, tear gas, blood and blood-borne pathogens, or a decomposing animal.

Because biohazard cleaning can be lucrative and is not affected by seasons — as is carpet cleaning — many carpet cleaning companies consider adding this service to their roster. But before doing so, there are a few things to keep in mind.

Insight into biohazard cleaning

Biohazard cleaning is sometimes referred to as “bio-cleaning” or “bioremediation.” Whatever the cleaning is called, a biohazard can be defined as any organism or substance that poses a threat to human or animal health or to the environment. A biohazard cleaning professional is tasked with removing biohazardous materials and their related contaminants.

The $600,000 Stench

Some carpet cleaning technicians may perform biohazard cleaning as a secondary offering, but in most cases, especially when insurance adjusters are involved — as they often are — the insurance company will work only with a company that specializes in this type of cleaning. For the most part, insurance carriers want to make sure proper cleaning measures are taken that protect the health and safety of the policy holder. Plus, they want to minimize their own risks in the situation. Insurance adjusters know of the inherent health risks and challenges in bioremediation cleaning.

In addition, bioremediation cleaning can be costly. In some situations, it can be more costly than restoration work after a flood or fire. So an insurance company footing the bill wants to make sure the cleanup operation is performed correctly and professionally from start to finish.

Why the concern

“Biohazard situations can lead to hidden dangers that an average restoration technician might not even consider,” according to Tim Reifsteck, co-founder of a national company that specializes in bioremediation services. “Biohazard situations [can also] pose grave health risks to cleanup company [workers] because of the potential exposure to blood-borne pathogens.”

As an example, Reifsteck says when there is water damage to a property, carpet or floorboards may be removed if they are visibly damaged and unsalvageable. Once the area has dried out, new flooring or carpet can be installed. However, if blood, for example, has seeped into floors and subflooring, it may not be detected in the cleaning process. “If new floors are installed over [a] blood spill, the remaining bio-matter can spread disease, release odors and further damage the property.”

It also should be noted that in situations where blood has spilled over walls, carpet or floors, if the blood has come from people with a serious disease such as hepatitis (B or C) or HIV, those pathogens can survive for several hours or even days depending on temperature and environmental conditions. Coming in contact with these pathogens through touch or inhalation can pose a health risk if the technician is not careful.

Training and protective gear

For those technicians who want to venture into biohazard cleaning, requirements for the job include education and protective clothing. The Occupational Safety and Health Administration has created regulations and several training programs designed to protect workers who perform biohazard cleaning. All workers performing this type of work should be familiar with these regulations and trained accordingly.

The Environmental Protection Agency and many state environmental agencies also have regulations that biohazard cleaning services must abide by. Often these focus on the storage, transport and disposal of potentially dangerous biohazard waste. Becoming familiar with these guidelines and regulations is vital for this type of work.

When performing biohazard cleaning, wearing high-quality body protection is a must, and because this work can be physically challenging, the protective gear must also be comfortable. Among the items technicians should look for or will need are the following:

Biohazard suits: Look for a manufacturer that offers biohazard suits that address a number of “levels of protection.” The level of protection must meet or exceed the types of hazards that might be encountered.

Proper seams: The seams are important because if the suit is not effectively sealed, pathogens can come in contact with the body. There are four types of seam construction: sewn, bound, taped, and double taped. An astute distributor can help in selecting the one that will provide the best protection.

Eye gear and face shield. Technicians should select both protective eye gear and a face shield. The eye gear should be “indirectly vented” or “non-vented,” protecting the eyes from spills. The face shield should cover the entire face and be designed to protect the wearer from chemical splashes.

Gloves: Select a long-sleeve glove—one that extends up the wrist—that resists a wide range of acids and solvents. Also, look for gloves that are resistant to punctures, cuts, and abrasions.

One more requirement for the job

There is one more requirement for biohazard cleaning, and it is one that cannot be taught nor worn. It’s compassion. Although not all biohazard cleaning is the result of a crime, invariably these are challenging and stressful situations. The job of a bioremediation professional is not only to properly clean up the situation but also help those affected move on with their lives.

Vicky Adams is Category Manager for Safety, Gloves and Foodservice products for Impact Products, the dominant manufacturer of the supplies and accessories category of the cleaning and maintenance industry. She can be reached through her company website at .

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As a result, several important definitions have changed, and others are entirely new. These changes have a direct impact on restoration project planning, workflow and other critical elements of the process. This article will address the most impactful of these changes.

��500��definition change overview

There are 61 terms defined in the standard section of the S500-2015. Of those, 25 are new terms that were not included in the “definitions” section of the previous edition, and another 15 were significantly rewritten. That accounts for nearly 70 percent of these important terms that are either new or revised. In this article, we will present a full list (see Table 1 on the next page) of the terms that have significantly changed or have been added and then explore specific changes with the most critical.

Although space permits me to discuss just a handful of the changed terms here, there are many more that are very important to review and understand. The summary we provide here is a great start to learning what has changed, but is not a replacement for reading the full context of each definition.

‘Categories of water’

One of the most important areas of change in definition relates to how the S500-2015 describes water categories and the related sub-terms: Categories 1, 2 and 3 and “regulated, hazardous materials and mold” (previously “special situations”).

First, the core definition of “category” received a short, but significant, addition of this phrase: “Time and temperature can affect or retard the amplification of contaminants, thereby affecting its category.” There are no time references to when a category will or can change, and even the graphical model (black, grey, etc.) of category used in earlier editions of the document was removed.

In general, the revised definition of category (and all of the references to it throughout the standard) puts an emphasis on how and when microbes are likely to amplify, using this for determining a change in category. It is a further departure from the old 48-hour reference of the second edition S500-1999.

Further movement in this direction can be found in the individual definitions for the sub-terms (category 1, etc.). Here, the terms remain exactly the same in reference to their general definition and source examples. However, the discussion regarding when and how the category changes is very different.

The examples of what constitutes a change in category have been removed and replaced with a more functional statement: “Once microorganisms become wet from the water intrusion, depending upon the length of time that they remain wet and the temperature, they can begin to grow in numbers and can change the category of the water.”

Probably one of the most significant changes in the category definitions, however, can be found in category 3. Here, you will find the words “ground surface water” omitted and the added phrase: “Category 3 water can carry trace levels of regulated or hazardous materials.” This is an important distinction from the previous edition. In short, this can be interpreted to allow ground water that migrates from sources other than rising rivers, streams, seawater, etc. (a.k.a. “flooding”), to be considered category 2.

For example, in all previous editions, rain water pooling locally in a yard adjacent to a home before entering a daylight basement could easily be considered category 3, citing the phrase “ground surface water” in the definition. In the S500-2015, however, the omission of “ground surface water” as an example allows potential for the determination to be a category 2.

Lastly, the final sub-term, “special situations,” has received a new name: “Regulated, hazardous materials and mold.” The general intent remains the same as the old “special situations” with an exception. A clear statement that “restorers shall comply with applicable… laws” has
been added.

‘Evaporation load’

Though not as critical as the category definition changes, the addition of this term is actually quite significant. The term is used 29 times overall in the S500– 2015, mostly in the context of “class of water” (more on classes in a moment). It is used to refer to the “anticipated amount of water vapor added to the drying environment by means of evaporation from wet materials.” The term “anticipated” is key in this statement — it’s not the amount of water vapor when the restorer arrives. It’s the amount or rate that will be added once drying begins.

The entire basis of “class of water,” and thus initial dehumidifier sizing, hinges on the understanding of this term — so it’s pretty important. In short, it’s a best guess as to how much water will be evaporating at the onset of drying, and thus how much humidity control is needed to prevent damage.

Restorers are asked to estimate this “evaporation load” as a key element in determining the “class of water intrusion.” It requires looking at the amount of moisture present in the affected area, how readily that moisture will evaporate and the overall percentage of wet, porous surfaces affected. Though not an entirely new concept, it is definitely an attempt to make initial project setup more objective.

‘Class of water intrusion’

The description of “class of water” and the related sub-terms (class 1, class 2, etc.) has undergone significant change. A strong emphasis has been retained, however, on the fact that classes refer only to the “initial” conditions in a project. This is critically important because no dehumidification or humidity control estimate or formula can account for the myriad of variables at the start of any given project. However, once drying equipment is installed, careful monitoring of the environment can easily indicate changes are needed.

A significant modification to the definition of classes relates to the focus on two main criteria: (1) wet surface area and (2) permeance and porosity of wet materials. The previous (2006) edition made general reference to porosity and the size of an area. The S500-2015 takes a much more specific stance. Classes of water contain a quantification in the form of the percentage of wet surface area, along with a description of the amount of water in either porous materials or “low evaporation materials and assemblies.”

Although not complex, this new method for determining class of water is significantly different from the previous editions of the S500 and will require retraining for any individual responsible for considering or assigning class of water to a project. No migration pattern is a perfectly straight line, so some estimating and approximation will always be required. Knowing how to do this quickly and accurately will become an important and regularly used skill for any estimator.

Summary and conclusions

A good number of the terms that saw significant change are not covered in depth here. Only a full read will allow industry professionals to understand the S500-2015.

As noted in this article, however, critical changes to categories of water and classes of water will directly impact project scopes. Since these terms relate directly to how a project is initiated and trickle down to so many of the steps and procedures that follow, it is critical that they are understood.

In general, the S500-2015 provides greater depth and clarity to the tools and concepts that have historically been vaguer. This is particularly true for classes of water. Although it comes with more terminology (e.g., “low evaporation assemblies,” “evaporation load,” etc.), the newest edition is a step in the right direction.

We’ll continue to explore changes to the S500-2015 in this series of articles. And, in each, we will leave you with the suggestion that it’s probably time to pick up your copy of the S500 Standard and Reference Guide!

Brandon Burton is the technical director for Legend Brands and an instructor with the Restoration Sciences Academy (RSA). He teaches IICRC-approved classes in the categories of Applied Structural Drying (ASD) and Water Damage Restoration (WRT). Burton has served the restoration community for more than 20 years, including 15 as an IICRC-approved instructor, ANSI/IICRC S500 chapter chair, RIA restoration council member and in many other industry roles. You can contact him at BrandonB@RSA-HQ.com.

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IICRC-approved instructor Roy Reichow and the NAFCT will offer the class in locations throughout the US and Canada with some classes already scheduled for Minneapolis, Minnesota, May 19-20 and Toronto, Onterio, June 8-9. Additional classes will be listed at and as they are available.

The WFMT course is a 14-hour introductory wood floor maintenance training seminar presented over two days with emphasis on an overview of wood floor care, which includes initial, routine, periodic and restorative processes.

Developed for those engaging in floor maintenance, the WFMT is ideal for current carpet cleaning technicians and others in the industry wishing to expand wood floor knowledge. The course teaches basic understanding of wood science, wood floor finish types and proper care and maintenance, and readies attendees for the WFMT certification. While currently wood flooring continuing education (CCU) courses are available, these do not offer IICRC certification like the WFMT.

A 40-year wood flooring industry veteran, author and speaker, Reichow is an NWFA Regional Trainer and holds NWFA certifications in Wood Floor Installation, Sanding and Finishing, Sales Counselor, Inspector and Commercial Inspector. He is an IICRC Certified Wood/Laminate Floor Inspector and a Wood Floor Maintenance Technician approved instructor. He is a contributing author to The Journal of Cleaning, Restoration & Inspection.

Contact NAFCT School Administrator Paul Pleshek at Paul@nafct.com for class times or to arrange a course at your location.

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Do you really and truly know how much it costs to hire or replace an employee in your organization? If you are like most, you’re unable to answer that question at this exact moment… and therein is the problem.

When the decision is made to hire a new employee or replace one that is leaving, you’re not simply agreeing to pay them a salary and benefits. The additional costs of and training are probably what come to mind, but trust me, there are many more that have to be factored into the equation. And there are variables involved in calculating the exact cost of a new hire.

The importance of this issue

As an owner or manager in our industry, you work hard to add value to your business by ensuring the upmost in client services and revenue generating systems that will provide your organization the opportunity to sustain and grow.

With the demand for extraordinary services at an all-time high, the need for increased productivity is immeasurable. Therefore, the strategic importance of understanding not only the costs associated with the hiring process, but your ability to find and retain the best people possible, is critical.

Actual costs beyond the obvious

When a business decides to hire a new employee, it must consider the costs beyond recruiting and training. We often fail to think through things such as the need to create a new workspace, equipment that might be needed, and in some cases, relocation expenses.

When someone leaves an organization and a replacement is needed, there is also a cost. The tab for human resources’ expenses starts running once an employee announces his/her decision to resign. Much of the expense is in indirect costs such as the loss of training or institutional knowledge, loss of productivity, possible consulting fees, and overtime expense for those covering the vacancy. There is also the cost for time spent organizing their continuation of benefits, conducting an exit interview, meeting with the employee to determine if there’s a retention strategy to persuade him/her to stay at the company, and compensating the employee for unused vacation or sick time.

Think in terms of a project manager leaving your organization. Once his/her resignation is turned in, you may want to develop a targeted recruiting program to find someone with identical skills who can start work right away. This is sometimes easier said than done when the resigning employee has specialized skill sets that are difficult to replace using traditional recruiting methods.

There is no set number on the actual cost of hiring a new employee or filling a vacated position. It depends on the job itself and the benefits that may be part of the overall employee package. Expenses in addition to salary could include health care and/or retirement benefits, taxes, unemployment insurance, and workers’ compensation costs.

Consider this information to help you analyze and determine additional cost factors that apply to your organization.

Recruiting costs start with preparing a job description that accurately reflects the current job duties and responsibilities. When an employee has been in the same role for an extended period of time, it’s quite possible that the tasks and responsibilities may have changed since they were originally hired. Therefore, prior to advertising the job vacancy, a review of the job description is necessary to ensure that additional duties and responsibilities are added as part of a revised job description.

Other costs:

1. Recruiting Process Costs

Consider the time spent…

• Formulating and placing the employment ad.
• Sourcing resumes.
• Reviewing resumes.
• Interviewing potential applicants.
• Preparing the employment offer.

2. Additional Screening/Hiring Costs

Consider the cost of…

• Conducting background checks.
• Individual skills assessments.
• Possible travel expenses for new hire or internal hiring manager.
• Possible relocation expenses for new hire.
• Additional bookkeeping: payroll, benefits enrollment, 401k, etc.
• Additional record keeping for federal, state, and local government agencies.

3. Training Costs:

Consider the expense for…

• Orientation and on-boarding, including materials.
• Total time spent in training, including the trainer’s salary.
• Percentage of lost productivity until new hire is productive.
• The amount of time the manager needs to spend with the new hire.

Something to consider

I spend a lot of time working with clients to help them understand the real cost of hiring and the importance of retaining versus replacing. Beyond the obvious “hard” costs associated with advertising, background checks, and interviewing are many other “soft” costs that are often overlooked. One of the biggest is the time involved. All of the steps involved in hiring a new employee or replacing one who has left take time…and time has a cost.

According to an article by Will Helmlinger of The Resource Development Group, “The cost to replace one Customer Service Representative earning $18,000 annually is nearly $58,000.″

A study conducted by the on evaluating the effects of the U.S. Family Medical Leave Act found that “turnover costs for a manager average 150% of salary, including tangible costs of hiring new workers and relocation, and intangible costs such as the new worker’s inefficiency and lost productivity while the job is vacant.”

Take the time now to look at your company’s retention strategy and determine if it’s working for you. If not, the obvious next step is to implement an effective retention plan to work toward retaining and rewarding those who are performing well in order to minimize your hiring costs going forward.

Scott Tackett joined Violand Management Associates (VMA) with a 32-year background in manufacturing, human resource management and organizational leadership. He is currently a business development advisor for VMA where he works closely with business owners and their key management staff as both a business consultant and an executive coach. To learn more about VMA’s services and programs visit or call (330)966-0700.

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