Instructor Ed Jones has over 30 years of experience in theindustry, has the title of MasterWater Restorer, is an Institute ofInspection Cleaning andRestoration Certification (IICRC)-approved instructor, and hasserved on the S500-2021consensus body committee todevelop the most recent standard.
Many restorers are pretty good at drying out structures and contents, but few are great at documentation and telling their drying story well.
“It’s one thing to perform well and quite another to document you performed well.”
The ANSI/IICRC S500-2021 Professional Standard for Water Damage Restoration states that restorers should be good at administration, including:
This means the restorer must keep all materially interested parties informed of their drying strategy and whether it is working or not.
The S500-2021 states that a materially interested party is an individual or entity substantially and directly affected by the water damage restoration project. This may include the property owner, restorer, insurance carrier or adjuster, and potentially a Third-Party Administrator, also known as a TPA.
In my role as an IICRC-approved instructor in water damage restoration and applied structural drying, and with more than 40 years of experience in this industry as a technician, manager, owner, trainer, S500 consensus body committee member, expert witness, and more, I have seen a lot of issues related mainly to poor communication and documentation.
I often tell restorers that it is better for me to say you did it right than it is for you to say you did it right. Help me help you by providing a detailed, defensible file that tells your mitigation story well and protects not only the property owner and insurance carrier, but also you and your company.
Telling your mitigation story involves many important pieces of documentation. Below are key items that should be included.
Your file should include a clear timeline of the project, including:
A strong timeline helps show what happened, when it happened, and how your team responded throughout the project.
Photos are one of the most important parts of a water mitigation file. Your photos should be well-labeled and clearly show:
The goal is to create a visual record that supports the decisions made during the mitigation process.
Your documentation should include daily psychrometric and moisture content readings. These readings should include:
When possible, a penetrating moisture meter is preferable. These readings help validate the length of drying time and show that drying goals were reached.
A moisture map shows where moisture content readings were taken each day. These are typically labeled by wall, room, area, or quadrant.
Examples may include:
A good moisture map, combined with moisture content records and photo documentation, can go a long way in proving that materials were left in a condition that would inhibit microbial growth.
Your file should include a sketch showing how the structure is laid out. This should include:
A detailed sketch helps support the scope of work and gives all materially interested parties a clearer picture of the project.
If the loss involves Category 2 or Category 3 water, include a signed consent form for any antimicrobial or biocide application.
This helps document that the customer was properly informed and that consent was obtained before treatment.
Manometer readings help show air pressure differentials. These are especially important if the project involves contaminated water or if high-risk individuals are present during mitigation.
Proper pressure documentation can help support containment and safety decisions.
Your documentation should show any pre-existing damage to the structure or contents. This may include:
Be sure to note any signs of long-term damage, continuous seepage, or rot, and alert the adjuster.
Remember: provide good documentation and allow the adjuster to handle insurance coverage determinations.
Your file should note any potential hazardous materials that may be disturbed during mitigation. This may include:
If these materials need to be disturbed to properly complete the work, all local, state, and federal regulations and laws must be followed.
Your mitigation invoice should include detailed F9 notes that explain:
Strong invoice notes help support your file and may help you get paid quicker.
Be great at telling your mitigation story. It can pay huge dividends by better protecting you and your company, while also protecting your customer.
A detailed, defensible file helps show that the work was performed properly, that drying decisions were supported, and that communication with materially interested parties was handled professionally.
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