Janitorial Manual | Aiden

1. Agency Overview & Mission

1.1 Agency Name

Dulla Janitorial and Custodial Services

1.2 Mission Statement

Dulla Janitorial and Custodial Services is committed to delivering exceptional cleaning and custodial solutions to residential and commercial clients. We uphold the highest standards of cleanliness, professionalism, safety, and reliability in every service we provide.

1.3 Vision

To be the most trusted and respected janitorial and custodial service provider in our region — known for integrity, quality workmanship, and outstanding customer satisfaction.

1.4 Core Values

Quality: We deliver thorough, consistent cleaning that exceeds client expectations

Integrity: We are honest, transparent, and accountable in all interactions

Professionalism: Our staff represent the agency with pride, respect, and a strong work ethic

Safety: We protect our employees, clients, and the public through safe practices and proper training

Reliability: Clients can count on us to show up, perform, and communicate consistently

Sustainability: We prioritize environmentally responsible cleaning products and practices wherever possible

1.5 Services Overview

Dulla Janitorial and Custodial Services provides cleaning and custodial support for:

Residential: Single-family homes, apartments, condominiums, move-in/move-out cleaning, post-construction cleanup

Commercial: Office buildings, retail spaces, medical offices, schools, warehouses, government facilities, hospitality venues, and industrial facilities

1.6 Hours of Operation

Standard business hours and scheduling are maintained at the administrative office. Emergency and after-hours services are available by arrangement. Service schedules are established in the client's Service Agreement.

1.7 Legal & Regulatory Compliance

Dulla Janitorial and Custodial Services operates in compliance with:

Applicable federal, state, and local business licensing requirements

OSHA Hazard Communication Standard (29 CFR 1910.1200) — SDS / chemical safety

EPA regulations for cleaning product use and disposal

State and local environmental regulations

HIPAA (where services are provided in medical/healthcare settings)

Fair Labor Standards Act (FLSA)

Workers' Compensation requirements

1. Agency Overview & Mission

1.1 Agency Name

Dulla Janitorial and Custodial Services

1.2 Mission Statement

1.3 Vision

To be the most trusted and respected janitorial and custodial service provider in our region — known for integrity, quality workmanship, and outstanding customer satisfaction.

1.4 Core Values

Quality: We deliver thorough, consistent cleaning that exceeds client expectations

Integrity: We are honest, transparent, and accountable in all interactions

Professionalism: Our staff represent the agency with pride, respect, and a strong work ethic

Safety: We protect our employees, clients, and the public through safe practices and proper training

Reliability: Clients can count on us to show up, perform, and communicate consistently

Sustainability: We prioritize environmentally responsible cleaning products and practices wherever possible

1.5 Services Overview

Dulla Janitorial and Custodial Services provides cleaning and custodial support for:

Residential: Single-family homes, apartments, condominiums, move-in/move-out cleaning, post-construction cleanup

Commercial: Office buildings, retail spaces, medical offices, schools, warehouses, government facilities, hospitality venues, and industrial facilities

1.6 Hours of Operation

1.7 Legal & Regulatory Compliance

Dulla Janitorial and Custodial Services operates in compliance with:

Applicable federal, state, and local business licensing requirements

OSHA Hazard Communication Standard (29 CFR 1910.1200) — SDS / chemical safety

EPA regulations for cleaning product use and disposal

State and local environmental regulations

HIPAA (where services are provided in medical/healthcare settings)

Fair Labor Standards Act (FLSA)

Workers' Compensation requirements

2. Client Intake & Service Agreements

2.1 Client Intake Process

Inquiry received by phone, email, or website contact form

Initial consultation scheduled within 2 business days

On-site or virtual walkthrough conducted to assess scope of work

Written Service Proposal provided to client within 3 business days of walkthrough

Client reviews, negotiates if necessary, and signs the Service Agreement

Service schedule, access instructions, and special requirements documented

Services initiated per agreed start date

2.2 Service Agreement Requirements

Every client must have a signed Service Agreement prior to services beginning. The agreement must include:

Client name, address, and contact information

Service type (residential / commercial)

Specific services to be performed (cleaning checklist)

Service frequency (one-time, weekly, bi-weekly, monthly, etc.)

Service days and time windows

Rate and payment terms

Access and key/code procedures

Special instructions or client preferences

Products and equipment to be used (agency-supplied or client-supplied)

Cancellation and rescheduling policy

Liability and damage reporting procedures

2.3 Residential Services

Residential clients receive a personalized walkthrough with a supervisor prior to initial service. Specific room-by-room instructions, preferences, and any restricted areas are documented.

2.4 Commercial Services

Commercial clients receive a dedicated account manager. Commercial agreements include:

Building access and security protocols

After-hours or after-business cleaning schedules

Contact list for facility managers and emergency contacts

OSHA-compliant chemical handling requirements for the specific facility

Any industry-specific requirements (e.g., medical, food service, school)

2.5 Contract Renewals

Service agreements are reviewed annually or upon significant scope changes. Clients are notified at least 30 days before contract expiration of renewal terms and any rate adjustments.

2.6 Service Cancellation

Clients may cancel recurring services with 30 days written notice unless otherwise stated in the Service Agreement

Dulla Janitorial and Custodial Services may cancel services with 30 days notice for non-payment, unsafe working conditions, or repeated access issues

One-time service cancellations must be made at least 48 hours in advance to avoid a cancellation fee

3. Staffing Standards & Qualifications

3.1 Minimum Hiring Requirements

All employees of Dulla Janitorial and Custodial Services must:

Be at least 18 years of age

Provide a valid, government-issued photo ID

Be legally authorized to work in the United States (I-9 verification)

Pass a criminal background check

Pass a drug screening (pre-employment and random)

Provide verifiable references from prior employers

3.2 Pre-Employment Screening

Background check includes criminal history (county, state, and federal)

Sex offender registry check

For roles entering residential properties — enhanced background screening required

Motor vehicle record check for staff operating company or personal vehicles for work

3.3 Required Pre-Service Training

Prior to working independently, all staff must complete:

Dulla Janitorial and Custodial Services new hire orientation

OSHA Hazard Communication / GHS training (SDS review and chemical labeling)

Proper use of Personal Protective Equipment (PPE)

Safe handling, dilution, and storage of cleaning chemicals

Blood-borne pathogens training (for any biohazard exposure risk settings)

Proper operation of cleaning equipment (vacuums, buffers, extractors, etc.)

Customer service and professional conduct standards

Key and access security protocols

Incident and damage reporting procedures

Emergency and evacuation procedures

3.4 Annual Training Requirements

All staff must complete annually:

OSHA / chemical safety refresher

PPE and equipment refresher

Agency policy and procedure review and acknowledgment

Any new chemical or equipment training as introduced

3.5 Uniforms & Appearance

All staff must wear the Dulla Janitorial and Custodial Services uniform while on duty

Uniforms must be clean, pressed, and in good repair

Closed-toe, non-slip footwear is required at all times

Staff ID badge must be visibly worn at all client locations

Hair must be secured when working in food service, medical, or food-adjacent environments

3.6 Professional Conduct

Staff must maintain professional conduct at all times, including:

Respectful, courteous communication with clients and coworkers

No use of personal phones except during designated break times

No smoking, vaping, or use of tobacco on client property

No consumption of food or beverages in client spaces without permission

No unauthorized use of client property, electronics, or belongings

No unauthorized persons (family, friends) brought to job sites

4. Residential Cleaning — SOPs

4.1 General Residential Cleaning Standards

All residential cleaning services follow the Dulla Janitorial and Custodial Services standard room-by-room checklist unless the client's Service Agreement specifies otherwise. Staff must clean from top to bottom (high surfaces before floors) and from back to front of each room.

SOP-R-01: Kitchen Cleaning

Remove loose debris from countertops and surfaces

Clean and sanitize countertops using approved multi-surface cleaner

Wipe down exterior of all appliances (microwave, refrigerator, oven, dishwasher)

Clean interior of microwave

Wipe down cabinet fronts and handles

Clean and sanitize sink and faucet; remove water spots

Clean stovetop and burner grates (if in scope)

Empty and reline trash receptacle

Sweep or vacuum floor

Mop floor with appropriate floor cleaner

Replace items to original positions

SOP-R-02: Bathroom Cleaning

Apply toilet bowl cleaner and allow to dwell

Spray and wipe mirror and glass surfaces

Clean and sanitize sink, faucet, and vanity top

Wipe down cabinet fronts and fixtures

Clean shower/tub — scrub tiles, grout, and fixtures; remove soap scum

Wipe shower doors or curtain rod

Scrub and sanitize toilet (bowl, tank, seat, exterior base)

Empty and reline trash receptacle

Replace towels and toilet paper as directed

Sweep and mop floor with disinfectant

Restock supplies per client agreement

SOP-R-03: Bedroom Cleaning

Make or change bed linens (if in scope)

Dust all surfaces — nightstands, dressers, shelves, headboard, window sills

Wipe down mirrors and glass surfaces

Vacuum upholstered surfaces (if applicable)

Empty and reline trash receptacle

Vacuum carpet or sweep/mop hard floor

Return items to original positions

SOP-R-04: Living / Common Areas

Dust ceiling fans, light fixtures, and high surfaces

Dust and wipe all furniture surfaces, shelves, and décor

Clean glass surfaces (windows, mirrors, glass tables)

Vacuum sofas and upholstered furniture (if in scope)

Empty and reline trash receptacles

Vacuum carpet or sweep/mop hard floor

Wipe baseboards and door frames

SOP-R-05: Move-In / Move-Out Cleaning

Move-in/move-out cleaning is deep clean service including all of the above plus:

Clean inside all cabinets and drawers

Clean inside refrigerator and oven

Clean inside all closets

Wipe down all walls and baseboards

Clean window tracks and sills inside

Clean all light switch plates and outlet covers

Deep scrub all tile and grout

Final walk-through with supervisor before sign-off

5. Commercial Cleaning — SOPs

5.1 General Commercial Cleaning Standards

Commercial cleaning follows facility-specific scope of work documented in the client's Service Agreement and attached Commercial Cleaning Checklist. Staff must follow all facility access, security, and safety protocols.

SOP-C-01: Office / Workspace Cleaning

Empty all waste baskets and recycling bins; reline as needed

Wipe down all desks and workstation surfaces (do not move personal items)

Clean and sanitize phones and keyboards (if in scope)

Dust shelves, window sills, and ledges

Clean glass partitions, doors, and windows (interior)

Wipe conference room tables and chairs

Clean whiteboard / presentation surfaces (if in scope)

Vacuum all carpeted areas

Sweep and mop hard floor areas

Wipe down baseboards and door frames

Restock paper products and hand soap in kitchens and bathrooms

SOP-C-02: Commercial Restroom Cleaning

Don appropriate PPE (gloves, mask) before entering

Apply disinfectant to all toilet and urinal bowls; allow to dwell

Clean and disinfect all sinks, faucets, and countertops

Clean and disinfect all toilets and urinals — bowl, exterior, seat, handle, base

Clean mirrors and glass

Wipe down stall partitions, doors, and hardware

Restock paper towels, toilet paper, hand soap, and seat covers

Empty and reline all waste receptacles

Sweep and disinfect mop floor; ensure floor drain is clear

Wipe down baby changing stations (if applicable)

Post "Wet Floor" sign during and after mopping

SOP-C-03: Break Room / Kitchen Cleaning

Empty and reline trash and recycling bins

Wipe down countertops and backsplash with sanitizer

Clean exterior of microwave, refrigerator, and coffee equipment

Clean inside microwave

Wipe down cabinet fronts and handles

Clean and sanitize sink and faucet

Wipe down tables and chairs

Sweep and mop floor

SOP-C-04: Lobby / Entrance / Common Areas

Clean and polish entry glass doors (interior and exterior)

Dust reception desk and lobby furniture (do not move secured items)

Wipe down elevator doors and panels (if applicable)

Vacuum or sweep lobby floor

Mop hard flooring; use walk-off mats as appropriate

Empty lobby waste receptacles

Clean and polish elevator interior (if applicable)

Dust and wipe stairwell handrails and surfaces

SOP-C-05: Floor Care — Hard Floors

Sweep or dust mop to remove loose debris

Remove gum and stuck debris with appropriate tool

Damp mop with approved floor cleaner

For burnishing/buffing: ensure floor is clean and dry before operating equipment

Apply finish coats per manufacturer instructions (scheduled deep service)

Allow adequate drying time before allowing foot traffic; post "Wet Floor" signs

SOP-C-06: Carpet Care

Vacuum thoroughly in overlapping passes

Spot-treat stains with appropriate carpet spotter

For extraction: pre-spray with appropriate pre-treatment

Extract using commercial carpet extractor with proper technique

Allow drying time; use air movers if available

Final vacuum once dry

Document any pre-existing stains or damage on inspection form

SOP-C-07: Post-Construction / Deep Clean

Remove all construction debris and dust from all surfaces — walls, ceilings, fixtures

Vacuum HVAC vents and registers (exterior)

Wipe down all windows, frames, and sills

Clean all light fixtures and covers

Deep clean all restrooms and kitchens

Mop and scrub all hard floors

Final walk-through with supervisor and client representative before sign-off

6. Chemical Safety & Hazard Communication

6.1 OSHA Hazard Communication Compliance

Dulla Janitorial and Custodial Services complies fully with OSHA's Hazard Communication Standard (HazCom / GHS, 29 CFR 1910.1200). All staff who handle cleaning chemicals must be trained prior to use.

6.2 Safety Data Sheets (SDS)

An SDS is maintained for every chemical used by Dulla Janitorial and Custodial Services

SDS binders are kept at the main office and in each service vehicle

Staff must be familiar with the SDS for every product they use, including: hazard identification, first aid measures, safe handling/storage, and spill/exposure response

SDS sheets are reviewed and updated whenever a new product is introduced

6.3 Chemical Labeling

All chemical containers must be labeled with the product name, hazard warnings, and GHS pictograms

Secondary / spray bottles must be labeled with the product name and dilution ratio

No unlabeled chemical containers are permitted on job sites

6.4 Approved Chemicals

Only Dulla Janitorial and Custodial Services-approved chemicals may be used on job sites

Staff may not bring unauthorized or personal cleaning products to job sites

New products must be approved by the Operations Manager before use

Eco-friendly / Green Seal certified products are preferred where effective

6.5 Chemical Mixing — PROHIBITED

Staff are strictly prohibited from mixing chemicals unless following a manufacturer-approved dilution instruction

Never mix bleach with ammonia, acids, or any other cleaners — toxic gases can result

All mixing and dilution must follow SDS and manufacturer guidelines

6.6 Chemical Storage

Chemicals must be stored in original or properly labeled containers

Flammable chemicals must be stored away from heat sources

Chemicals must not be stored near food or in food preparation areas

Unused chemicals must be returned to the storage vehicle or supply closet — never left on client property

6.7 Chemical Spill Response

Evacuate the immediate area

Don appropriate PPE

Refer to the SDS for specific spill response procedures

Contain spill with absorbent materials if safe to do so

Notify supervisor immediately

Dispose of contaminated materials per SDS and local regulations

Document the spill in an incident report

6.8 Personal Protective Equipment (PPE)

Required PPE by task:

All chemical use: Chemical-resistant gloves

Disinfectant application: Gloves + safety glasses

Restroom cleaning: Gloves + mask

Biohazard / blood-borne pathogen exposure risk: Gloves + mask + eye protection + gown

Floor stripping / waxing: Gloves + safety glasses + non-slip footwear

Post-construction dust: Dust mask (N95 minimum) + gloves + safety glasses

7. Equipment Use & Maintenance

7.1 Equipment Standards

All cleaning equipment used by Dulla Janitorial and Custodial Services must be:

Properly maintained and in safe working condition

Cleaned and sanitized after each use

Inspected before each shift for damage or malfunction

Operated only by trained staff

7.2 Pre-Use Equipment Inspection

Before using any equipment, staff must check:

Power cords for fraying, cuts, or damage

Vacuum bags/filters — empty or replace as needed

Hose connections and attachments are secure

Rotating brushes and pads are free of debris

Safety guards are in place

No fluid leaks (for extractors, auto-scrubbers)

Any equipment found to be damaged must be tagged "Out of Service" and reported to the supervisor before use.

7.3 Equipment Cleaning After Use

Vacuum filters and bags emptied or replaced after each use

Mop heads laundered or replaced after each use or between significantly different areas

Buckets rinsed, inverted, and stored

Microfiber cloths sorted and laundered; do not mix restroom cloths with general cleaning cloths

Spray bottles rinsed if changing product

All equipment wiped down before loading into vehicle

7.4 Color-Coded Cleaning System

Dulla Janitorial and Custodial Services uses a color-coded system to prevent cross-contamination:

Red: Restrooms / toilets / high-risk areas

Yellow: General restroom surfaces (sinks, counters)

Green: Kitchen / break room / food-contact areas

Blue: General surfaces, offices, glass

Staff must never use a restroom-designated cloth in a kitchen or food area and vice versa.

7.5 Equipment Inventory & Accountability

Each crew is assigned a specific equipment set logged to their team

Equipment returned damaged without a prior incident report is the employee's responsibility

Lost or stolen equipment must be reported to the supervisor immediately

Annual equipment inventory is conducted by the Operations Manager

7.6 Prohibited Equipment Use

Staff may not:

Use company equipment for personal use

Allow non-employees to operate company equipment

Modify or repair equipment without authorization

Use equipment for tasks it is not designed for

8. Quality Control & Inspections

8.1 Quality Assurance Program

Dulla Janitorial and Custodial Services maintains a Quality Assurance (QA) program to ensure consistent, high-quality service delivery. Quality control is the shared responsibility of all staff and supervisors.

8.2 Pre-Service Walkthrough

Before beginning service, staff must:

Review the client's cleaning checklist and any special instructions

Note any pre-existing damage, stains, or items of concern and document them

Confirm access and security protocols are followed

8.3 Post-Service Inspection Checklist

Upon completion of each service, staff or their supervisor must complete a Post-Service Inspection Checklist verifying:

All areas included in the scope of work were cleaned

No areas were missed

Supplies were restocked per agreement

All cleaning products and equipment were removed from the property

All lights are off, doors are locked, and alarms are set (if applicable)

No damage was caused during the service

8.4 Supervisor Quality Inspections

Supervisors conduct unannounced quality inspections of at least 20% of service visits per month

Results are documented on the Supervisor Inspection Form

Staff with recurring quality issues receive additional training and supervision

Inspection reports are reviewed at monthly staff meetings

8.5 Client Satisfaction

Client satisfaction surveys are distributed quarterly to all active clients

Clients experiencing an issue are contacted within 24 hours of the complaint

A re-service (at no charge) is offered if quality did not meet contract standards

Persistent quality complaints trigger a formal corrective action review

8.6 Corrective Action

When a quality deficiency is identified:

Document the finding

Identify root cause (training gap, staffing, equipment, process)

Implement corrective action within 5 business days

Follow up with the client to confirm resolution

Re-inspect the site within the next scheduled service visit

9. Access, Security & Key Control

9.1 Access Authorization

Dulla Janitorial and Custodial Services staff may only access client properties during the times and for the purposes specified in the Service Agreement

Staff must not enter areas of a client's property not included in the service scope

Any change in access instructions must come in writing from the client or authorized representative

9.2 Key & Access Device Control

Client keys, key fobs, access cards, and alarm codes are logged in the secure Key Control Register maintained by the Operations Manager

Keys are assigned only to the specific staff or team assigned to that account

Keys must never be copied, shared, or loaned to unauthorized individuals

Staff must immediately report any lost or stolen key, fob, or access device to the supervisor

The client must be notified of any lost access device within 24 hours

Keys are returned to the client or destroyed when the service agreement ends

9.3 Alarm & Security Systems

Alarm codes are stored securely and provided only to assigned staff

Staff must follow the client's alarm entry and exit procedures exactly

Any accidental alarm trigger must be reported to the supervisor and the client immediately

Staff must not share alarm codes under any circumstances

9.4 Vehicle & Supply Security

Company and personal vehicles used for work must be locked at all times when unattended

Keys and access devices must never be left in an unlocked vehicle

Cleaning supplies and chemicals must be secured in the vehicle — not left visible or accessible to unauthorized persons

9.5 Residential Security

When servicing residential properties:

Staff must knock and announce themselves before entering even with a key

Staff must verify no one is home before proceeding if they received no response

Pets noted in the service agreement must be handled per client's instructions

No visitors or personal guests are permitted at a client's residential property

9.6 Commercial After-Hours Security

Follow all building security sign-in/sign-out requirements

Verify with the client if security cameras are active

Notify the supervisor upon arrival and departure at after-hours commercial sites

10. Damage Reporting & Client Property

10.1 Pre-Service Damage Documentation

Before beginning any service, staff must document any pre-existing damage, stains, scratches, or broken items they observe. This is recorded on the Pre-Service Inspection Form and must be communicated to the supervisor before leaving the property.

10.2 Damage During Service

If any damage occurs during a service visit:

Stop work in the affected area

Photograph the damage immediately

Do not attempt to repair or conceal the damage

Notify the supervisor immediately by phone

Document the incident in writing before leaving the property

Supervisor contacts the client within 24 hours

10.3 Client Notification

All damage caused by Dulla Janitorial and Custodial Services staff during service will be communicated to the client within 24 hours

The Operations Manager will assess the damage and work with the client to determine repair or replacement

Claims are processed through the agency's general liability insurance as warranted

10.4 Client Property Policy

Staff must not move, use, or handle client valuables, electronics, or personal property beyond what is necessary to clean the area

Valuable or fragile items (antiques, artwork, collectibles) noted by the client as restricted must not be cleaned without explicit instruction

Staff must return all items moved during cleaning to their original positions

10.5 Missing Property

If a staff member discovers property appears to be missing, they must immediately notify their supervisor

Staff must not remove any items from a client's property under any circumstances

Violation of this policy will result in immediate termination and potential criminal referral

10.6 Liability Insurance

Dulla Janitorial and Custodial Services maintains general liability insurance and a janitorial services bond. Certificates of insurance are available to clients upon request.

11. Health, Safety & OSHA Compliance

11.1 Safety Culture

Safety is a top priority at Dulla Janitorial and Custodial Services. Every employee is responsible for working safely and for reporting unsafe conditions. No production goal or client deadline takes precedence over employee or public safety.

11.2 Slip, Trip & Fall Prevention

Always place "Wet Floor" warning signs before mopping or wet cleaning any floor

Remove signs only when floor is completely dry

Keep hallways and walkways clear of equipment and supply carts

Use non-slip footwear at all times

Report uneven surfaces, broken flooring, or other hazards to the supervisor

11.3 Lifting & Ergonomics

Use proper lifting technique for all supplies and equipment — bend knees, keep back straight, hold load close to body

Use equipment dollies, carts, or team lifting for loads over 35 lbs

Avoid repetitive reaching overhead; use extension tools where possible

Report musculoskeletal pain or strain to supervisor immediately

11.4 Blood-Borne Pathogens (BBP)

Staff must treat all blood and bodily fluids as potentially infectious

Don full PPE (gloves, mask, eye protection, gown) for any BBP exposure risk cleaning

Follow written BBP exposure control plan on file with the agency

Any potential exposure (needle stick, splash to eyes/mouth/broken skin) must be reported immediately and medical evaluation sought

11.5 Injury Reporting

All work-related injuries must be:

Reported to the supervisor immediately

Documented on the Employee Injury Report form within 24 hours

Treated at a designated medical facility if required

Filed with Workers' Compensation as required

Failure to report injuries within 24 hours may affect Workers' Compensation eligibility.

11.6 Emergency Procedures

In any medical emergency: call 911 first, then notify supervisor

Know the location of first aid kits at all assigned facilities

Know evacuation routes at all assigned facilities

Chemical exposure: follow SDS first aid procedures; call Poison Control 1-800-222-1222 if needed

11.7 OSHA Rights

All employees have the right to:

A safe and healthy workplace

Report unsafe conditions without retaliation

Request an OSHA inspection

Receive training in a language they understand

12. Environmental Sustainability

12.1 Green Cleaning Commitment

Dulla Janitorial and Custodial Services is committed to minimizing environmental impact through responsible product selection, resource conservation, and waste reduction.

12.2 Preferred Products

Green Seal certified or EPA Safer Choice labeled products are preferred for all routine cleaning

Concentrated products are used with proper dilution equipment to reduce packaging waste

Microfiber technology is preferred over disposable paper products wherever feasible

Chlorine bleach is used only where clinically required (e.g., disinfection in medical settings) and in minimum effective concentrations

12.3 Water Conservation

Use spray bottles and controlled dispensing — do not leave water running unnecessarily

Mops should be wrung thoroughly; do not flood floors

Report leaking faucets or fixtures on client properties to the supervisor

12.4 Waste Disposal

Cleaning product containers must be disposed of per local hazardous waste regulations

Used microfiber cloths and mop heads are laundered and reused

Recyclable materials in client trash are sorted per client's recycling program

Never dispose of chemicals by pouring down drains unless confirmed to be drain-safe per SDS

12.5 Equipment Efficiency

HEPA-filter vacuums are used where available to improve indoor air quality

Equipment is maintained and used at proper settings to minimize energy use

Auto-scrubbers are preferred over traditional mopping in large commercial spaces for water efficiency

12.6 Client Communication

Clients are informed of Dulla Janitorial and Custodial Services' green cleaning options and may request eco-certified product use in their Service Agreement.

13. Billing, Invoicing & Payment

13.1 Pricing

Service rates are established in the client's Service Agreement based on:

Type of service (residential / commercial)

Square footage and scope of work

Frequency of service

Special services or add-ons (deep clean, post-construction, carpet extraction, floor waxing)

Market rates and operational costs

13.2 Invoicing

Invoices are issued per the schedule specified in the Service Agreement (weekly, bi-weekly, or monthly)

Invoices include: service dates, services rendered, hours (if hourly), and total due

Invoices are sent by email and/or physical mail per client preference

Clients receive invoices within 3 business days of the billing period end

13.3 Payment Terms

Payment is due within 15 days of invoice date unless otherwise specified in the Service Agreement

Accepted payment methods: check, ACH/bank transfer, credit card, or online payment portal

Late payments beyond 30 days are subject to a late fee as specified in the Service Agreement (typically 1.5% per month)

Returned checks are subject to a returned check fee

13.4 Non-Payment

Services may be suspended after 45 days of non-payment following written notice

Accounts referred to collections after 90 days of non-payment

Dulla Janitorial and Custodial Services reserves the right to pursue legal remedies for unpaid balances

13.5 Disputes

Billing disputes must be submitted in writing within 10 business days of the invoice date

Disputes will be investigated within 5 business days and a written resolution provided

Undisputed balances remain due while a partial dispute is under review

13.6 Insurance Certificates

Clients may request a Certificate of Insurance (COI) at any time. COIs are provided within 2 business days of request.

14. Grievance, Complaint & Corrective Action

14.1 Client Complaints

Dulla Janitorial and Custodial Services takes all client complaints seriously. Clients may file a complaint:

By phone to the account manager or main office

By email to the administrative office

In writing

All complaints are acknowledged within 24 hours and a resolution or re-service is offered within 48 hours for quality-related issues.

14.2 Re-Service Policy

If a service did not meet the standards outlined in the Service Agreement, Dulla Janitorial and Custodial Services will return to re-clean the affected areas at no charge within 48 hours of the complaint.

14.3 Employee Grievances

Employees who have a workplace concern, safety issue, or grievance may:

Speak directly with their supervisor

Speak with the Operations Manager if the concern involves their supervisor

Submit a written grievance to the administrative office

All employee grievances are addressed within 5 business days. Retaliation against employees for filing a grievance is strictly prohibited.

14.4 Performance Improvement

When a staff member's performance does not meet standards:

Verbal counseling — documented in supervisor notes

Written warning — documented and placed in personnel file

Performance Improvement Plan (PIP) — 30-day monitored improvement period

Final written warning or termination — depending on severity and improvement

14.5 Immediate Termination Offenses

The following are grounds for immediate termination without prior warning:

Theft from a client or the agency

Falsification of timekeeping or service records

Harassment or assault of a client, coworker, or member of the public

Reporting to work under the influence of drugs or alcohol

Unauthorized removal of client property or keys

Serious safety violation endangering clients or coworkers

Violation of the agency's zero-tolerance policies

14.6 External Complaint Resources

Clients or employees may also contact:

Better Business Bureau (BBB)

OSHA: 1-800-321-OSHA (for safety complaints)

State labor board (for employment-related matters)

15. Policy Review & Staff Acknowledgment

15.1 Policy Review Schedule

This Policy and Procedure Manual and SOP Guide will be reviewed:

Annually by the Dulla Janitorial and Custodial Services Operations Manager and leadership team

Whenever there is a material change in OSHA, EPA, or state/local regulations affecting cleaning operations

Following any significant incident, audit, or client complaint that reveals a policy gap

When new services, equipment, or chemicals are introduced

15.2 Policy Revisions

All revisions will be:

Dated and version-controlled

Communicated to all staff within 10 business days

Incorporated into staff training within 30 days of revision

Available in the employee portal and supply vehicles

15.3 SOP Updates

Standard Operating Procedures are reviewed and updated as:

New equipment or products are introduced

Industry best practices evolve

Client-specific requirements change

OSHA or EPA regulations are updated

15.4 Staff Acknowledgment

All Dulla Janitorial and Custodial Services employees must sign a Staff Acknowledgment Form prior to beginning work and upon each annual policy review, confirming they have read, understood, and agree to comply with this manual.

Staff Acknowledgment Form

I, the undersigned, acknowledge that I have received, read, and understand the Dulla Janitorial and Custodial Services Policy and Procedure Manual and Standard Operating Procedures. I agree to comply with all policies and procedures and understand that violations may result in disciplinary action up to and including termination.

Employee Printed Name: _________________________________________

Employee Signature: ___________________________________________    Date: _______________

Job Title / Role: _______________________________________________

Assigned Service Area (Residential / Commercial / Both): _____________

Supervisor Signature: __________________________________________    Date: _______________

*Dulla Janitorial and Custodial Services · Residential & Commercial Cleaning*

*Effective Date: October 2026 · Version 1.0*

*This document is confidential and for internal use only. Do not distribute without authorization from the Dulla Janitorial and Custodial Services Operations Manager.*

Dulla Janitorial and Custodial Services

Residential & Commercial Cleaning Services

1. Agency Overview & Mission

1.1 Agency Name

1.2 Mission Statement

1.3 Vision

1.4 Core Values

1.5 Services Overview

1.6 Hours of Operation

1.7 Legal & Regulatory Compliance

1. Agency Overview & Mission

1.1 Agency Name

1.2 Mission Statement

1.3 Vision

1.4 Core Values

1.5 Services Overview

1.6 Hours of Operation

1.7 Legal & Regulatory Compliance

2. Client Intake & Service Agreements

2.1 Client Intake Process

2.2 Service Agreement Requirements

2.3 Residential Services

2.4 Commercial Services

2.5 Contract Renewals

2.6 Service Cancellation

3. Staffing Standards & Qualifications

3.1 Minimum Hiring Requirements

3.2 Pre-Employment Screening

3.3 Required Pre-Service Training

3.4 Annual Training Requirements

3.5 Uniforms & Appearance

3.6 Professional Conduct

4. Residential Cleaning — SOPs

4.1 General Residential Cleaning Standards

SOP-R-01: Kitchen Cleaning

SOP-R-02: Bathroom Cleaning

SOP-R-03: Bedroom Cleaning

SOP-R-04: Living / Common Areas

SOP-R-05: Move-In / Move-Out Cleaning

5. Commercial Cleaning — SOPs

5.1 General Commercial Cleaning Standards

SOP-C-01: Office / Workspace Cleaning

SOP-C-02: Commercial Restroom Cleaning

SOP-C-03: Break Room / Kitchen Cleaning

SOP-C-04: Lobby / Entrance / Common Areas

SOP-C-05: Floor Care — Hard Floors

SOP-C-06: Carpet Care

SOP-C-07: Post-Construction / Deep Clean

6. Chemical Safety & Hazard Communication

6.1 OSHA Hazard Communication Compliance

6.2 Safety Data Sheets (SDS)

6.3 Chemical Labeling

6.4 Approved Chemicals

6.5 Chemical Mixing — PROHIBITED

6.6 Chemical Storage

6.7 Chemical Spill Response

6.8 Personal Protective Equipment (PPE)

7. Equipment Use & Maintenance

7.1 Equipment Standards

7.2 Pre-Use Equipment Inspection

7.3 Equipment Cleaning After Use

7.4 Color-Coded Cleaning System

7.5 Equipment Inventory & Accountability

7.6 Prohibited Equipment Use

8. Quality Control & Inspections

8.1 Quality Assurance Program

8.2 Pre-Service Walkthrough

8.3 Post-Service Inspection Checklist

8.4 Supervisor Quality Inspections

8.5 Client Satisfaction

8.6 Corrective Action

9. Access, Security & Key Control

9.1 Access Authorization

9.2 Key & Access Device Control

9.3 Alarm & Security Systems

9.4 Vehicle & Supply Security

9.5 Residential Security

9.6 Commercial After-Hours Security

10. Damage Reporting & Client Property

10.1 Pre-Service Damage Documentation