Operations & Engineering

Sr. Director, Operations

Susan Fry | 215-573-6786

Operations & Engineering is responsible for the administration and coordination of day-to-day facilities operations: housekeeping, maintenance, building systems, utilities, minor construction services and general work requests, as well as signage, key requests, and emergencies in all Perelman School of Medicine on- and off-campus buildings.

For specific areas of responsibility and contacts, please click on the categories below.





Visit PSOM Ready for more information about LiveProcess, the building notification system for the Perelman School of Medicine. For questions, please contact PSOMReady@pennmedicine.upenn.edu.



Normal Maintenance & Repairs

Everyday "normal" maintenance issues, though inconvenient, are not emergencies. Examples include ...

  • Ceiling tile replacement
  • Most lab and office hot/cold temperature complaints (NOTE: It may take up to several hours for you to feel a temperature adjustment. In many cases, the systems are working for an entire building, not just a single office or classroom. Changing the thermostat does not instantly change the temperature.)
  • Light bulb replacement
  • Plumbing issues such as drippy faucets, restroom fixture problems, poorly flushing toilets, etc.
  • Door lock and hardware problems
  • Elevators out of service
Normal Service Requests:
Main Campus (UPenn)

Please click the link (right), enter your PennKey and password, and follow the prompts.  You will receive a confirmation email with the work order number. Please retain this number. You may need to refer to it if an issue arises.

Enter a Request


For UPHS occupants, please contact the UPHS Physical Plant Help Desk.

Call 215-662-2301



For occupants of:

  • TRL (Translational Research Labs)
  • 3508 Market Street, 2nd Fl.
  • 3535 Market Street -Mezzanine 7th Fl.
  • 3624 Market Street, 2nd Fl.
  • 3700 Market Street, 3rd Fl.
  • 3701 Market Street, 3rd & 8th Fl.
  • Ralston House, 2nd & 3rd Fl.

Please contact Matt Hodges, Associate Director for Real Estate Operations


Maintenance Emergencies:   UPenn | 215-898-7208  ♦   UPHS | 215-615-5656

Customer Work Requests

These are specific requests outside of normal maintenance activities. Examples include ...

  • Painting
  • New electrical receptacles or utilities
  • Connecting new lab equipment
  • Shelving

Customer work requests require a 26-digit account number. Please download and complete a departmental work request and forward the signed, authorized form to your building administrator, who will submit it for you. A departmental work request must be submitted no less than three (3) weeks prior to the desired completion date.

Normal Housekeeping

  • Regularly:  Normal housekeeping services performed regularly include emptying trash and recycling cans, sweeping and mopping floors, carpet vacuuming, and cleaning and stocking restrooms.
  • Annually:  Services such as high dusting, refinishing hard-surface floors, and interior/exterior window cleaning are performed annually. 

If these normal housekeeping services are not being provided, please contact your building administrator. If you need special housekeeping services, such as detailed cleaning of a lab, please use the departmental work request form.

SPO handles requests for signs that:

  • Identify an office, lab, room, or special-use area
  • Indicate directions
  • Provide information or special instructions

Although there is a predetermined size, format, and lettering style for all office and laboratory signs, there may be an occasional opportunity to be more creative with directional signs, storage space signs, etc. Graphic images may be used for those signs as long as there is no conflict under the university's policy and procedures.


Room and lab signs are provided at no charge. Whether you are ordering a new sign or a replacement, use one of these request forms:

Please fill out the proper form completely. For laboratory signs, the correct warning label information must be provided. Signs cannot be posted without all applicable labels.

Use the directory request form to add information to the directories located in PSOM buildings.

Lead Time

Turnaround is based on the number of requests. Office signs generally take two (2) to five (5) days. Labs signs may take from five (5) to ten (10) days, since all requests must be approved by the Department of Environmental Health and Radiation Safety.  SPO must ensure that appropriate licenses (e.g., radiation, infectious waste) are on file with EHRS.

To order new keys, please complete a departmental key request form, including a 26-digit account number and departmental approval. Please submit the request to SPO at planops@pennmed.upenn.edu for review, approval, and processing through to the Lock Shop. Notification will be sent when new keys are ready for pick-up in the SPO Office.

See the departmental key policy for further details. 

To contact the SPO Operations & Engineering Workgroup, please reach out to 215-898-8760 for assistance.