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greatly on who the carrier uses to manage the home modification project. Best practice policies
should include full transparency of pricing that shows where every dollar is going. However, it is

often the case that third party companies simply submit a lump sum estimate without full
disclosure of who is doing the work, and the management company’s added fees.

Phase three is the construction of the modifications, and while communication and documentation
are always important, it is even more crucial during this phase. The primary difference in phase

three, is that now the homeowner and/or the injured worker is part of the communication loop,
and in large part, the contractor becomes an integral part of the information highway. There are

many moving parts during the construction phase and keeping everyone equally appraised of
progress and delays is vital to successful completion and satisfied homeowners. By far, the main
reason homeowners get angry, is because of the lack of communication. Systematic,

dependable, accurate, and timely communication can calm the anxieties of a displaced family. It
also keeps the carrier apprised of developments that might impact how they manage the file
internally.

During the construction phase, best practice policies include the following:

1. Weekly meeting (in person) with the homeowner to discuss the previous weeks work and

to establish the plans for the following week. This controls expectations and provides the
opportunity to discuss any items that came up previously and to create action plans
moving forward. Both the homeowner and the contractor should sign this report indicating

they are in agreement and understand the status of the project.

2. Weekly progress report (written) to the carrier explaining the meeting with the homeowner

and listing the completed work from the previous week and plans for the following week.
It should identify any unforeseen complications and any issue that might have come up.
This report should also be accompanied by photos of work that was completed during the

week.

3. Draw reports should be written and established when the contractor has completed work
to the point that a draw is due according to the construction contract. This report should
not simply be an invoice, but it should include a detailed list of completed work and photos

to document the completed work.

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