Craft Supervisors Will Contact You with an ETA
Whether you have routed your request through the ISD Ops Customer Center or contacted the M&O District directly, you should receive an estimates time of arrival within 24 hours of the assignment.
What if I want to keep Track of the Status of the Work Through Completion?
Please click the “How Do I Track the Status of My Work Request?” (noted above) to find out how.
ISD is committed to responsive services to meet your needs. There are established response times that ISD holds as standards for our teams.
During Normal Working Hours
Outside of Normal Working Hours
There are some instances during unusual service demand that ISD is not able to meet service standards, such as unusual heat waves, extraordinary circumstances such as priority resources to respond to fire season, etc.
ISD’s Operations has a Customer Portal specifically designed to aid customers for building maintenance and repair issues being serviced by the Maintenance & Operations Division. In the Customer Portal you can access all the work orders for your department Countywide or for specific locations. The portal will give you all the details of the work order and the status.
You can access the Customer Service Portal Guide and the FAMIS Service Portal through these links. For a helpful video tutorial on accessing the portal, checkout FAMIS Customer Portal YouTube Video.
If you need to register for access to the Customer Portal or forgot your login information, please contact our Customer Center Project Manager, Omar Prioleau, (323) 881-3712 or email OPrioleau@isd.lacounty.gov.
Need Assistance?
If you have any issues with the status of your work request or the work itself, and you are not able to resolve it with the team performing the services, please contact our Customer Center, Omar Prioleau, (323) 881-3712 or email OPrioleau@isd.lacounty.gov.
The SLA covers preventative maintenance from our regional offices, such as the changing of air filters in HVAC systems, and small dollar repairs, currently up to $2,500. Maintenance and repairs that are not specifically cited in the SLA matrix, and those in the matrix that are above $2,500 need to be funded individually by the customer department.
Services from our specialty support teams such as painting, roofing, concrete, etc., are not covered in the SLA and require individual funding through Service Requests.
In terms of your 12-month billable rate, the Auditor-Controller currently requires ISD to use a three-year historical average of actual costs for each department. Therefore, each year, your 12-month billable rate gets adjusted by re-calculating a new three-year average.
See How Do I Submit a Service Request for Services Not Covered by the SLA?
What is Covered Under My Service Level Agreement
ISD has three (3) regional maintenance offices, and one (1) central team service for the Civic Center that houses electrical, plumbing, Heating Ventilation & Air Conditioning (HVAC), elevator and other recurring maintenance services. There are twelve (12) categories of building systems that are maintained in a basic Service Level Agreement (SLA) by these teams. The SLA matrix provides a detailed breakdown of each of these categories, subcomponents within each category, and what is covered with the SLA for each category.
If it is cited in the SLA matrix, then it is covered in your twelve (12) -month billable services with ISD. The matrix also provides categories of areas that are not included in the SLA regardless of amount, such as vandalism and other issues that are not normal within the course of maintaining a building.
Specialty Support and Repair
In addition to the services offered by the regional maintenance teams, ISD has two (2) support teams that specialize in infrequent services, specialty services and larger maintenance projects. Services include areas such as painting, roofing, concrete, generators, insulation and mold remediation among others.
For a full list of ISD maintenance services please click here.
Direct (562) 419-4477
mplacencia@isd.lacounty.gov
DISTRICT MANAGERS
Direct (323) 819-3708
dharris@isd.lacounty.gov
Direct#(323) 313-3943
cfrench@isd.lacounty.gov
Direct (310) 387-4366
ghurtado@isd.lacounty.gov
Direct (323) 513-7502
jmanzano@isd.lacounty.gov
After Hour/Emergency Assistance
(213) 974-9555
Maintenance & Operations (M&O) provides a variety of preventative maintenance and repair services to keep your building systems running in a reliable manner. M&O has four district locations to be close to your buildings throughout the County that provide electrical, plumbing, HVAC and general maintenance. District 1 serves the Civic Center; District 2 serves the North County; District 3 serves the West side; and, District 4 serves the South and East. M&O also has two County-wide support teams that provide specialty maintenance and repair services dispatched from ISD’s Eastern campus. Such services include roofing, masonry, painting and more.
Please fill out an ISD Mailstop Service Request. Once the SR form is completed, please send to ISDMailSupport@isd.lacounty.gov.
ISD Mailstop Service Request Form Instructions
For more information call ISD Mail Services at (323) 267-3988.
Package with no receipted mail Tracking Label – due to the high volume of daily mail, ISD is only able to track Receipted Mail Tracking Label or a U.S. Postal Service E-certified label which has been metered through our Exela – Metering Contractor, Alan Rozentsvayg at (323) 263-1555
U.S. Mail; i.e., First Class, Presort, Certified, etc.
For further assistance, contact ISDMailSupport@isd.lacounty.gov or calling ISD Mail Services at (323) 267-3988.
Access Mail Tracking System
ISD Mail Services offers the ability to track any inter-office mail to all our customers by using our SendSuite Desktop – Fast Track Mailing System.
Go to our “Fast Track System – Receipted Mail Package Tracking System “ Intranet website located at Home Page – FastMail , log-in is not required.
FastMail System User Guide Tutorial
Main Office
(323) 267-3988
ISDMailSupport@isd.lacounty.gov