Building Positive Relationships with your Custodial Staff
In the past, custodial staff members were merely seen as janitors, hired to clean and maintain a space. Organizations often viewed them as disposable assets that came with no expectations or obligations outside of their contracted duties.
This has slowly changed over the last couple of decades, as building occupants have become more interested in sustainability and green initiatives. The days when buildings just throw out all their trash into their dumpsters are long gone; there is now an emphasis on recycling, composting and minimizing waste. Many organizations are now focusing on how they can utilize custodial staff to contribute to making their spaces more sustainable. This has in turn meant that custodial staff have now become integral members of the team and are recognized for the work they do.
However, as custodial staff become more integrated into the operations, there is still a lot of misunderstanding and negative relationships between them and building occupants/shifts in charge. This can be especially tricky because sometimes these negative relationships can develop within the same organization or shift (i.e., one group feels that another group is rude, or disrespectful).
It can be tricky to tackle these issues and relationships because they are often based on past experiences and stories that have been handed down over the years. It's important to remember that these negative relationships are not just an issue between a certain occupant/shift in charge and their custodial staff, but one that affects the entire organization because of how close custodial staff work with people in a space.
Below are some recommendations on how to build positive relationships with your custodial staff:
1) Show them appreciation (via additional cleaning, rewards, etc.)
When someone is doing good work, it should be recognized. This is especially true of custodial staff. Not only do they need to be recognized for their role in making a building more sustainable, but they also have thick skin the wears the brunt of building occupants' frustrations and misunderstandings. So, when there is a particular problem that arises with one's building (such as a leaky ceiling or broken sink), it can be upsetting and frustrating. As a result, there is often just an unspoken "I don't have time to deal with this" attitude on the part of custodial staff.
It's important to find ways to recognize their achievements, while also addressing any concerns they may have (whether it be on their job or something off-the-job). This will build their confidence and make them more likely to be forthcoming with building occupants/shift in charge should another problem arise.
2) Encourage their contribution (i.e., promote a safe work environment)
I can't tell you how many times I have been told by my building users that "they hate it when there's no one on the floor." In some cases, they have even gone as far as saying "I don't understand why we need custodial staff because there are always people walking around."
These sentiments are understandable for many reasons, but the most important is that in most cases, it is not true. A custodial staff member can safely cover the space without having an impact on the building occupants' ability to get to and from their work spaces. Sometimes, these comments are meant as a "compliment" for how easy it is for a custodial staff member to clean a space because there are not many people in it (namely, non-custodial staff). However, this is not always the case; in my experience I've found that custodial staff appreciate the opportunity to give back to an organization that has given them opportunities they otherwise would not have had.
There is a balance between providing sufficient cleaning coverage while not negatively impacting occupants' ability to traverse through the space. I always encourage building staff to consider the balance to ensure that the space is clean but safe for occupants. In many cases, this means deciding if a particular spot needs more frequent washing, or it just needs a good cleaning. In my experience, custodial staff appreciate when building occupants do not give them orders but rather ask them what they can contribute to make the space cleaner – it makes them feel valued and appreciated and shows that building occupants have taken note of their work.
3) Ensure your spaces are safe for people with disabilities
Everyone knows there is a lot of action in our buildings these days, so it's important that everyone can be safe while doing their jobs and getting around in the workplace. Rooms that are not ready for an occupant with a disability can lead to serious consequences. According to OSHA, "When designing and constructing facilities to be used by employees with disabilities, employers must adhere to standards issued by the Architectural and Transportation Barriers Compliance Board (ATBCB) of the U.S. Department of Justice."
However, this also affects individuals without disabilities as well. I've worked in spaces that are not ADA accessible and while I can carry my wheelchair around, it's uncomfortable and difficult. These issues inevitably lead to injuries such as back or shoulder pain, or even worse – if occupants don't report these kinds of injuries right away when they occur, there could be permanent damage done (i.e. a shoulder injury could lead to shoulder surgery, or a back injury could lead to muscle deterioration).
In order to protect building occupants, as well as ensure that your space is ADA compliant, it's important to:
Put grab bars near toilets and showers. They do not need to be on both sides of the toilet or shower, but rather on the side where an individual will likely be grabbing onto in order to sit down, or stand up from the toilet/shower.
If putting grab bars near toilets and showers is not feasible for some reason due to space limitations, consider providing portable grab bars. These are typically made of aluminum and can easily be stored under a sink if not in use. They are very handy in a case of an emergency where someone is in need of assistance, or when changing out of work clothes/showering.
Provide handrails near stairs and ramps.
4) Facilitate clear communication (via documentation and direct communication)
We live in a multi-generational workforce, so it is important that written and verbal instructions be clear. I recommend taking the time to ensure that all written instructions are clear and easy to understand, as well as consider providing additional staff training if it looks like there could be misinterpretation (for example, if there is one person whose primary language is not English).
Direct communication is always best.
Conclusion
I hope this post was helpful. I encourage those of you who are working in or managing a building to consider implementing some or all of the tips above. I want to be clear that this is not meant as a criticism of anyone working in my buildings, but rather an opportunity for us all to learn from each other's experiences as we continue our journey together!
Bio:
Mia Lupton is the Director of Building Maintenance (BDM) at the College of Natural Sciences in UAB's College of Arts and Sciences. She has worked in custodial roles since 2008, starting out as an assistant custodian at UAB.