[Commercial Accounts] Sensitivity Training

The words “sensitivity training” conjure up thoughts of people getting in touch with their feelings and the feelings of others, often arriving at life-altering consciousness states. For pest control operators (PCOs), an emphasis on understanding and servicing sensitive accounts is good business practice.

WHAT IS A SENSITIVE ACCOUNT? According to Mark D. Sheperdigian, BCE, a sensitive account is any environment “where the hazards presented by pesticides may equal or exceed the hazard presented by the pests.” Sheperdigian, vice president of technical services for Rose Pest Solutions in Troy, Mich., stresses that PCOs must weigh the benefits of using a particular pesticide against any possible liabilities.
“If the pesticide will probably cause more problems than it solves, don’t use it,” says Sheperdigian. “If it makes sense to use a pesticide and you can reasonably expect more benefit than risk, use the product. If you aren’t sure,” he adds, “use something else.”

THE BIG FOUR.  Four distinct account types qualify as sensitive accounts based on Sheperdigian’s definition: schools, hospitals and health care facilities, food handling facilities, and office and work environments.
Schools. In most schools, every square inch of space is utilized in classrooms. This can lead to a cluttered appearance and, when coupled with the presence of children, can pose problems for good pest management. The most prevalent pests in schools, according to Sheperdigian, are ants, mice and stinging insects. He suggests dealing with the stinging insects in the spring to lessen the amount of calls in the fall.
Another pest encountered in schools is head lice. Information on the Centers for Disease Control (CDC) Web site, www.cdc.gov, indicates that pesticides provide no protection in schools or in homes against lice. Sheperdigian agrees. “Applying something for head lice doesn’t get you very far,” he said.
Hospitals and health care facilities. Most hospitals maintain high sanitation standards, but Sheperdigian has seen some lacking a total commitment. Educating the client about proper sanitation procedures, and having those procedures followed, is essential for this or any other sensitive account environment. Small flies, fill flies, ants, cockroaches and mice are common pests in a health care environment.
Food handling facilities. The aforementioned ants, mice and cockroaches are also prevalent pests in food handling facilities, along with stored product pests and birds. These facilities operate under strict federal regulations, and they expect results from a pest management program.
Office and work environments. Employees need assurance that the buildings in which they work don’t harbor any pest problems. In reality, most buildings will generally see some activity of ants, mice or other invaders, including biting insects. Sheperdigian warns that PCOs should find target pests if employees are complaining about biting insects. The most common insect in an office environment, he says, is the fungus gnat, which is incapable of biting.

INITIAL FACT GATHERING. For sensitive accounts, as well as nonsensitive accounts, a PCO should have buy-in from upper management. Ultimately, some of the responsibility for the success of the program will depend on internal employees of the facility.
A good strategy is to partner with an interdepartmental team consisting of representatives from housekeeping, maintenance, landscaping, operations and management. Sheperdigian cautions to use this team’s time wisely. A PCO should ask questions about the facility and any processes or routines that may have a bearing on pest control, such as sanitation practices or delivery schedules.
In initial questioning, the PCO should ascertain what objective is driving the account. Sheperdigian indicates that a balance is maintained between cost, ethicality and compliance in sensitive accounts, and it is important to know which objective rates highest.
Problem pests, in general terms, will probably be mentioned by the team during the initial meeting, and it is important to determine as much history as possible. Understanding if the problem is new or has been ongoing will play a part in a PCO’s program.

BUILD A PEST CONTROL PROGRAM. Using the information gleaned from the account and a thorough inspection of the facility, a PCO can determine a pest management program for the sensitive account. Many aspects of integrated pest management (IPM) can play a vital role in sensitive accounts.
For example, reservoir reduction techniques, such as cutting down weeds, emptying and cleaning Dumpsters® on a regular basis, and disposing of unused equipment or materials that have accumulated reduce habitats of exterior pests. Limiting attractions, such as lights by doors, also aids in reducing pest populations. Fewer pests around the building mean fewer pests able to penetrate the building.
Exclusion techniques form another barrier to exterior pests entering the facility. Doors and windows can be screened and shut, and cracks and holes can be sealed or blocked off. Sheperdigian warns against sealing everything, since indoor air characteristics will change.
Additionally, exterior perimeter treatments would help if pests are entering the facility from the outside.
Interior IPM methods can center around sanitation; facility employees are key to maintaining acceptable cleanliness levels. PCOs should help educate the interdepartmental team regarding proper cleaning techniques and schedules.
Trapping provides multiple benefits to a PCO. First, the pest is taken out of the environment, many times without anyone in the sensitive account having seen it. Second, trapping allows tracking. The PCO can see where the pests are concentrated. And third, a PCO can determine when pest activity reaches zero.
“Sometimes [finding] nothing in a trap is as valuable as how many you caught,” remarks Sheperdigian.
The last option in an IPM program in a sensitive account is chemical application. “Make sure the material you use makes sense for the pest you’re after,” he cautions. The pesticides may come in various forms, including container or gel baits, IGRs, dusts, injectables or sprayables.

WRITTEN PROGRAM. Once a pest control operator has determined what methods will work for the sensitive account, a written program should be created. What is written is what will be remembered, Sheperdigian says.
Eight sections to the written program should be created and kept in a three-ring binder, making it easier to make corrections or updates to the program.
The first section will be an introduction that discusses the philosophy and ties it into the facility’s mission statement. A listing of the interdepartmental team also should be included.
Section two will focus on the scope of activity, spelling out the expectations of the pest management program. Keeping in mind that buildings and employees change, as well as pests, “a program for these accounts doesn’t have to be static,” says Sheperdigian. “In fact, it probably shouldn’t be.”
The target pests will be discussed in section three. Sheperdigian stresses that it is important to be specific, and not just list general terms like ants or mice. He feels it is not important to list obscure pests that would not normally be encountered in the facility or geographic region.
A treatment hierarchy is included in section four. Basically, a treatment program for each of the pests listed in section three is detailed. Included in this section would be primary and secondary measures to quantify the success of the program.
Section five would be a map indicating the location of all devices. The PCO must be diligent in keeping this information up to date. A companion to this is section six, the trap catch logs. Data should be entered for each trap to form a graph. Clients can see if the program is working, and the PCO can analyze capture rates.
The last two sections will include a listing of all pesticides used, by date, name, time and amount. Accompanying information are pesticide labels and MSDSs for reference.

HEIGHTENED SENSES. Some clients who have had problems with pesticides in the past are more sensitive and knowledgeable about pest management programs. The objective remains the same, however.
 “Most of our clients want pests controlled and at the best possible price,” Sheperdigian explains. “I don’t think sensitive accounts are any more numerous – in proportion to other account types – now than they have been in recent times, but our awareness and the consequences have been heightened,” he added.

The author is a Cleveland-based writer and can be contacted at dtaylor@gie.net.