Acuity Spotlight: Pamela Adorno, Contact Center Manager

The Acuity Spotlight is our way of highlighting some of the incredibly talented individuals that we’re lucky enough to have on our team. At Acuity, we value diversity and inclusion, focusing our attention on bringing candidates onboard who have a wide range of backgrounds and experiences. Our mission is to build enduring relationships that provide secure, stable, and long-term predictable outcomes, and we are grateful for the men and women of Acuity who embody our corporate values in everything they do.

Tell us a little about your professional background.

I have been in customer service for over 20 years. Most of my professional experience has been spent with telephone companies such as AT&T and Apple.

What does your job at Acuity International entail?

I am the Contact Center Manager, supporting the MMS programs and contract scheduling efforts, for both incoming and outbound call campaigns. I collaborate with interdepartmental groups on a regular basis to ensure that contracts are being properly executed. On a daily basis, I oversee the phone queues and monitor call center dashboards, generating data on our call center (wait times, etc.) to help senior leadership determine pricing for future business proposals.  A primary focus for me this year is to implement a new telephone system and work to ensure the call center team is making a strategic impact. Creating a positive environment that is customer service-centric is what I pride myself in.

What are you seeing that’s different in the workplace now vs. when you first started out?

It was evident that Acuity was continuing to grow very rapidly, and it was comforting to know that our leaders were all advocates for change. More and more companies (Acuity including) are adapting to the needs of their employees in response to COVID-19. Whether that’s flexible schedules or remote work, employers are understanding the new normal.

Who are some of the most influential people in your personal and/or professional life?

In my personal life it would be my mother, Claire. She instilled a good work ethic and is still my biggest cheerleader today. Professionally it would be my Director Katie Tennis, she taught me to remember the human side of our workforce and to show compassion and grace in times of uncertainty.

What are you passionate about?

Vacations! I love to travel and am eager to visit different places around the world. A motto I live by is “live life to the fullest”. It is very important to me to have a life that I enjoy.  Happiness is a choice and I choose it daily.

How can we help shed light on the importance and meaning of Women’s History Month?

The number of women in leadership positions is significantly higher than it was just a few years ago, and it’s still growing today. As women, it is our job to continue to try to empower and respect women both personally and professionally by highlighting their accomplishments.


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Pamela Adorno is Acuity’s Contact Center Manager.

How to Adapt to Changes From COVID-19 to Make Better Construction Estimates

By Frank Richardson

The Effect of COVID-19 on the Construction Industry

In times of boom, bust, or even war, the construction industry is accustomed to pricing volatility. But the impact of the COVID-19 pandemic on construction material costs is unlike anything the industry has seen before.   

As “non-essential” manufacturing businesses shut their doors, supplies dwindled, and prices skyrocketed. Now, as the U.S. economy comes roaring back and demand continues to outpace supply, the construction industry remains saddled with high prices and delays.

According to the Joint Center for Housing Studies (JCHS) of Harvard University, the price of structural steel more than doubled since the start of the pandemic. And lumber’s retail price hit an all-time high – up 323%. Meanwhile, in the residential building sector, the cost of new and remodeling construction input costs jumped 23% and 21% percent respectively. 

Project holdups are also part of the new normal. The National Association of Homebuilders says that in 2021, more than 90% of builders reported delays and material shortages of everything from concrete to copper wiring.

The knock-on effect is palpable. And nowhere is this more keenly felt than in cost estimation.

Before the pandemic, when a contractor requested a quote from a supplier, they could expect that price to be locked in until the materials were needed – typically a window of several months. But in today’s volatile market, suppliers won’t take that risk. Often, the only way to lock in a price is to buy now, even if the job won’t be completed for years into the future. This places 100% of the risk on contractors. They either buy now or risk a material price jump down the road and cost overruns – a growing likelihood in this exceptionally volatile time. 

Couple these dynamics with an acute labor shortage, and contractors and building owners have a tough time ahead. 

3 Ways Contractors Can Mitigate the Impact of COVID-19 on Construction Estimates

Going forward they must have a contingency plan to control material costs at the outset or mitigate the impact of price fluctuations and delivery delays. Let’s look at their options.

  • Timely, accurate cost estimates

Because dealers and suppliers are only holding pricing for a few days, cost estimators need accurate, up-to-date cost information before the bidding phase. Acuity is responding to this need by updating the pricing in our SaaS-based cost estimation tool, CostCenter, on a more frequent basis.

With the insight from the cost estimation tool, contractors can set expectations with owners – before they bid – based on the most current data with a timestamp of when the price was sourced and where it originated from. They can also line up potential financing in parallel with the bid process to move on the project as soon as possible and take advantage of locked-in prices.

  • Use cost data for more informed, collaborative decision-making 

But estimators can’t just focus on numbers and processes. Given the dynamics of recent times, they must become a student of the world, look to the economy for cues, and have a finger on the pulse of what’s changing. 

This doesn’t happen in a silo. Each project stakeholder – architects, engineers, contractors, and today’s informed owners – must come to the table together early in the design-build process to consider the impacts of market forces and review cost data to make smarter decisions while controlling costs. With a holistic view of construction costs from start to finish, they can devise solutions to address price volatility and availability. Options can include ordering alternative lower-cost materials, negotiating “buy now, deliver later” agreements with owners and suppliers, setting thresholds for the owner’s liability for increased costs versus when the contractor is held liable, and other best practices.

  • Leverage advances in technology

If necessity is the mother of invention, nowhere is this truer than in the construction industry. Although traditionally slow to adopt new technology (the construction industry spends 80% less of its revenue on information technology than other industries), the pandemic propelled firms in this sector to make more use of the technology in their toolkits.

Some of this adoption was spurred by COVID-19, such as cloud-based collaboration platforms and mobile apps that aid in real-time information flow between office and field. Others provide a fix to systemic challenges in the industry. For instance, building information modeling (BIM) transforms cost estimation by allowing contractors to make more accurate and detailed estimates during a project’s conceptual stage. Meanwhile, 3D printing is now in the field, reducing the time it takes to build a house from months to hours.  

It’s hard to imagine a construction job site today without technology. It’s reshaping the industry, filling gaps in labor shortages, mitigating risk, improving accuracy in cost estimation, and helping contractors and owners do more with less. 

Partnership at all Levels is Key

If there’s a silver lining in the pandemic, it’s that out of crisis comes opportunity. By working together and working smarter, everyone becomes a stakeholder in the success of a project. In this way, the pandemic is changing the nature of relationships between architects, engineers, contractors, and owners – and for the better.

Instead of just tolerating each other; communication, transparency, and trust between owners, contractors, and subcontractors are critical to solving today’s unique challenges and ensuring more successful outcomes.

 


 

Frank Richardson
About the Author  

Frank Richardson is the Senior Cost Analyst for CostCenter’s database of constructive tasks and assemblies.  CostCenter is an advanced facility lifecycle solution that empowers professionals with cost estimating tools and current cost data.

To learn more visit costcenter.com.

NYC Test & Trace Corps Partners With Acuity International to Expand Testing Access

More Than 20,000 Tests Administered in Less than a Week

Through the partnership of Acuity International and NYC Health + Hospitals, more than 500 healthcare professionals have been deployed to stand up 60 COVID-19 testing sites in locations across all five boroughs of New York City. Each site is testing an average of 400 people a day.

Acuity International is a leading provider of process and technology-based critical services to global government and commercial enterprises. NYC Health + Hospitals is the nation’s largest public hospital system. NYC Test & Trace Corps is an interagency effort led by NYC Health + Hospitals and NYC Department of Health and Mental Hygiene to ensure New Yorkers have no-charge, no-barrier testing access. The partnership was formed to surge COVID-19 testing teams across New York City in direct response to the Omicron wave.

During New York City’s efforts to rapidly respond to the global COVID-19 pandemic, Acuity and NYC Health + Hospitals have worked side-by-side to provide emergency healthcare support to New Yorkers. “The working relationship and great esprit de corps that we have built together over the last year and a half have enabled our two organizations to effectively deliver excellent health support during this historic and challenging time,” said James Hill, Acuity project manager.

“Acuity has deep expertise supporting large, complex projects that need to be deployed quickly and is proud to bring this expertise to bear in New York City again as it works to give access to testing to all of its citizens,” said David Franco, Acuity assistant project manager. This is Acuity’s fourth support mission in New York. In early 2020 during the COVID-19 pandemic outbreak, Acuity deployed 500 medical personnel and established within a week a temporary 450-bed medical facility on the grounds of the U.S. Tennis Open at the Billie Jean King National Tennis Center in Queens.

“Our growing relationship with NYC Health + Hospitals is a testament to our ability to be agile and draw on our significant logistics expertise, information technology prowess, and medical know-how as we’ve helped them meet the challenges of a dynamic pandemic that has required a nimble response,” added Megan Riedy, Acuity’s chief nurse on this project. “We are also drawing on the operational know-how and solid relationships in each of the boroughs that we have developed over the last 24 months.”

COVID-19 testing is offered as a walk-in service with no appointment needed. Sites open daily at 9 AM. NYC Health + Hospitals has a COVID Hotline, 1-212-COVID19, and a full list of testing sites is available online at: https://www.nychealthandhospitals.org/covid- 19-testing-sites/.

About Acuity International

Acuity International, headquartered in Reston, Virginia, provides process and technology-based critical services to global government and commercial enterprises. With expertise in a range of engineering and consulting, software solutions, medical care, occupational health, global mission, environmental remediation, and secure and complex construction management services, augmented by deep expertise in cybersecurity, artificial intelligence, and cloud solutions, Acuity International is positioned to assist its customers in their critical missions anywhere in the world with the latest technology and repeatable processes. For more information, visit: https://acuityinternational.com.

Brett Haddon-Cook Recognized with SAME Atlanta Post President’s Award

Brett Haddon-Cook, principal within Acuity’s Engineering & Technology Solutions (ETS) business practice has been recognized by the Society of American Military Engineers Atlanta Post (SAME) with its President’s Award.

SAME is the premier professional engineering association in the United States that connects public sector and private industry professionals in the architecture, engineering, construction, and environmental and facility management fields to strengthen our nation’s security. Atlanta is one of more than 110 Posts in the U.S. and abroad. SAME members have a wide network of support that includes education, training, networking and business opportunities.

Congratulations to Brett and all of the SAME Atlanta Post award winners.