P&P Yard Maintenance Field Reference Guide 2016 Customer Service = Resolution

Transcription

1 P&P Yard Maintenance Field Reference Guide 2016 Customer Service = Resolution

2 Purpose of the Reference Guide Independent Contractor Status....3 Vendor Score Cards Work Orders Grass, Clippings, Hard Edge, Yard Trash and Leaves Shrubs, Trees, Vines and Saplings Photo Requirements Violations and Postings....8 Unsecure Issues... 8 Updating and Invoicing... 9 Currently Maintained (HOA, Condo, Gated Community, Someone Else)....9 No Access Frequently Asked Questions PP Leaf Removal Important Phone Numbers: IT Help Desk: (800) Ext Vendor Account Managers: (800) or (216) Ext Vendor Contact Center (VCC): (800) or (216) Ext ******* Do not call for invoice disputes. All invoice disputes must be handled through Vendor Web per Memo ******* 2

3 Purpose of the Reference Guide This Reference Guide will function as an informational guide regarding the Policies and Procedures ( Policy ) Safeguard Properties requires you to follow as a condition of doing business with us. These Policies and Procedures apply to each Work Order you receive from Safeguard. You should refer to this Reference Guide if you have a policy question. However, Safeguard reserves the right to add, change, amend and/or delete any policy at any time, with or without notice. If you have any questions regarding a specific policy or how the company interprets said policy, please contact your Vendor Account Manager. Generally, new positions are set forth in Memos. This Reference Guide sets forth the Policies and Procedures you must follow while performing any work order for Safeguard Properties. For overview information that applies to all work orders for Safeguard service lines please refer to the General Safeguard Procedures. Independent Contractor Status This Reference Guide shall not be construed as creating an employee/employer agency, partnership, or joint venture relationship between you or any of your agents and employees, and Safeguard Properties, its employees, agents, officers and/or affiliates. It is the clear intent of the parties that every contractor performing work for Safeguard Properties shall be and remain an independent contractor and shall not be deemed employees or agents of Safeguard Properties. No contractor has the right to receive work from Safeguard Properties. Work is awarded based on performance only and is determined on an individual basis. Vendor Score Cards Vendor score cards are based on quality, on-time submission, and on-time completion. These will be delivered every week. The expectation of vendors is to complete grass cut and other orders at a 95% on time completion rate or better. Work Orders Work Order Expectations Very Important: READ the entire work order. The guidelines in this document are superseded by any work order text. Each lawn is to remain in compliance with local ordinances/association standards. 3

4 If the property is vacant, the grass should be cut. Work Order Time Frames Initial Grass Cut: Grass must be cut and updated on Vendor Web Website on or before the due date but within the same month as the due date. Ex. Order Due is 4/6/16. The earliest this order can be cut is 4/1/16. Recuts - Month/Bimonthly Grass Cut: Grass must be cut and updated to the Vendor Web page on or up to 2 days before the due date. Orders completed 3 or more days prior to the due date will cause the invoice to be denied. Late orders are eligible for reassignment without warning call or . An order is late when it has not been SUBMITTED on Vendor Web (Website) by the due date. If for any reason, you are going to be late on a work order; update the commitment date in vendor web. Any reassigned late order can result in a chargeback if we have to pay additional funds to a different vendor to complete. Please check Vendor Web multiple times each day for new orders, although an is also sent, Vendor Web is the system of records for orders. For all grass cut orders, grass should be cut even if there is rain. Grass cuts should only be delayed for weather during lightning storms or where performing the grass cut would cause damage to the property. Vendors are expected to understand their local weather. If a cut cannot be completed 2 days before or on the due date because the lawn is snow covered, or is too wet (cutting will cause damage) a commitment date should be provided when the cut can and will be completed. No trip charges will be given for travel to snow covered properties. Please be aware of the weather in your area. Grass, Clippings, Hard Edge, Yard Trash and Leaves Grass and Clippings Grass is to be cut to 2 and all clippings removed from sidewalks, driveway, flowerbeds, and entire lawn (front, back, and both sides). All grass cuts are billed at flat rate unless the grass is uniformly 1 or more feet high. Contractors may invoice for each additional 12 inches of height, when grass is over 12 inches high. If the order is more than 4 days late your invoice will be reduced to your flat rate. **If grass height exceeds 12 inches detailed before photos are needed. The amount paid will be determined by the average height of the full lawn. One patch of 24 inch tall grass is not appropriate to bill for height on the full lawn. 4

5 Cut the grass at this property regardless of limited growth during regular grass cut season. However, ensure you mow over the full property and take during pictures even if there is limited growth. DO NOT report grass not cut due to limited growth/cut by others. Properties are to be maintained. Edging, weed removal, trash/incidental debris removal, etc. are to be completed. All clippings are to be removed from the property. Hard Edge Leaves Hard edge must be done on all lawns maintained on each grass cut. This includes fence lines, foundations, driveways, walkways and sidewalks. Follow investor guidelines to remove leaves. If no investor guidelines, mulch leaves If leaves can be removed, invoice by the bag or by the cubic yard Leaves cannot be left at curb for the city to pick up If using a leaf vacuum, ensure that leaves are blown into a pile and measured before being removed Must have a clear view of 30 gal bag Use of grocery bags is prohibited Most common ways to remove leaves 1. On a tarp Must have tarp measurements length, width and height with ruler Must be able to differentiate between tarps Must show ALL leaves that are removed in 1 photo During and after load photo 2. In a 1 CYD container Must have measurements of the container Must show ALL leaves that are provided in 1 photo 3. In 1 (or more ) large piles Must have measurements of piles Must show ALL leaves that are removed in 1 photo Yard Trash Follow Memo 1662, the Safeguard Yard and Trash Guide Trash MUST be removed from the property. This includes items such as cans, newspapers, bottles, or any type of garbage. Vendors are expected to remove up to ½ CYD as part of the grass cut charge. If the trash exceeds ½ CYD it may be billed at the appropriate rate. Trash is defined as non-personal, non-appliance, non-health hazard debris. If other exterior items are present they should be consolidated in the rear of the yard. The grass must be cut. Do not cut around items left at the property. Consolidate them in the back of the property. 5

6 Shrubs, Trees, Vines and Saplings Shrubs, tree trimming, and vine removal should be billed per the appropriate seasonal pricing guide. Shrubs and trees should be trimmed on the initial cut (it will be clearly stated in the work order) or when one of the following conditions are met: Causing damage to the property or touching the property Impeding a walkway Posing a citation/violation risk Trim shrubs and trees 12 away from the structure unless it will kill the plant, (vines should be removed). Remove all clippings. If the shrubs are excessively overgrown (very rare) and cannot be cut for the allowable, take sufficient photos to support and submit a bid with your update. Be sure to include the dimensions of the shrubs and approximate man hours to complete. Shrubs over 1 story tall or shrubs that have a trunk are considered trees. When one of the 3 conditions above is met and the tree trimming can be completed from the ground, complete the tree trimming for the per-tree allowable if it is present in the work order. If trimming cannot be completed from the ground, place a bid specifying the following: Equipment needed Man hours Debris Bid amount Saplings are considered young trees that can either be removed by hand or hedge trimmers/bolt cutters. Weeds should be cut back with a line trimmer and sprayed with weed killer. Please make sure the weed killer used is compliant with governing laws and regulations. Clippings are to be removed. Do not leave them at property. Photo Requirements A Safeguard approved mobile application (APP) must be used to take and submit photos 6

7 General Property o Photo of the address numbers o Photo from the street facing the home/building Before the work o Fence lines, front yard, back yard, side yards including beds o Ruler photo with retail grade ruler showing uniform overgrowth when invoicing or bidding overgrowth o Leaf removal During the work o Weed whacking, edging, mower in the yard (front and back) o Collecting Leaves After the work o Edging completed on all paved surfaces o Address from street facing the home/outbuilding o Fence lines, front yard, back yard, side yards, foundation area o Top-Down view of flower beds o Under the deck/stairwell o Ruler photo with a retail grade ruler showing grass under 2 inches o Leaves in bags/1 CYD container Standards o Before, during and after photos of the front, rear, and side yards on every order. Front, rear and side photos should be from the property lines, facing the house and from the house facing the property lines o After photos must contain a photo of all 4 sides of the house and photos of the wheel tracks on all 4 sides of the house o All before, during and after photos should include some portion of the house as a reference point o Full front and rear yard, before and after are needed; close up or insufficient angles are not acceptable 7

8 o If property consists of desert landscape, photos of trimming and then spraying weeds with weed abatement are necessary. You must report the property as desert landscaping on your update o Photos of the yard once grass cut and leaf pickup is completed o Clear view of bags filled with leaves o Measurement of truck before you load o Tarp photo must show measurements length, width and height o Any additional work must follow the same principles of documentation o Failure to adhere to the photo standards will cause your invoice to be adjusted. Violations and Postings Advise Safeguard of any violations/citations posted at the property. The information below is needed when a violation/citation is found. 1. A photo of the citation/violation (Use document setting in mobile app) 2. Contact name and phone number 3. City department and type/purpose of violation, 4. Date of violation and compliance date (if noted) 5. In addition, please post the sticker referenced in Memo 1211: Code Enforcement / City Violation Stickers. Call ext 2197 if there is a violation that you cannot cure within the allowable. If you find a property posted for demolition, call ext from site immediately. You must ensure that the properties, on your grass cut order list, do not get city citations or violations for poorly maintained yards. Any violation incurred while under a vendor s management may be assessed to the vendor. Unsecure Issues If any of the following conditions are found upon arrival at the property, call VCC at ext 2197 from site. Report the issue on your update with photos to support. 1. Property is found unsecure, do not enter the property. Examples: front door kicked in, broken window, etc.. 2. Unsecure pool meaning uncovered or not behind a locked fence. 3. Visible damage to the property that could result in immediate harm. 8

9 Updating and Invoicing Lots with grass area that is less than 10 x 10 feet (100 square feet) are considered tiny lots Use of a Safeguard mobile application (APP) is needed for 2016 and will be a key factor in determining work allocation. Fully adopt this as quickly as possible to ensure a smooth transition and to prevent work being allocated away from your code as a result of non-compliance. Complete order updates and submit invoices via Safeguard s Vendor Web Website ( All completed grass cuts must be invoiced at the amount agreed upon during the recruiting phase with the Safeguard Recruiter or the tiny lot exception. This amount is located on your Pay Verification Form. All grass cuts under 1 acre must be cut for the agreed upon amount, except for the tiny lot exception Currently Maintained (HOA, Condo, Gated Community, Someone Else) If the property is maintained by an HOA it is the vendor s responsibility to report this to safeguard. Billing for yards maintained by an HOA is not permitted. To update an order when a property is maintained by an HOA, condo, gated community, or someone else (including occupied), photos and information (name and phone number) of the contact maintaining the property is needed Invoice a trip charge if property is maintained by someone else. If the front of the property has been maintained but the back has not, then you must cut the back yard and charge your flat rate. No Access You must carry a Padlock key to gain access to the backyard. If unable to gain access with a Padlock key, cut the front yard and report the back yard cannot be cut. Provide photos showing there is absolutely no access. An acceptable photo is one with the key in lock. DO NOT cut or otherwise remove the pad-lock off the gate to the rear. This will leave the property or pool unsecure. This can result in immediate termination of work. 9

10 Frequently Asked Questions Q: How do we handle cancelled orders that have already been completed? A: If the order was cancelled by the client it will appear in your Cancelled Orders section on Vendor Web. You will have 24 hours to upload and bill the results. If the order was cancelled because it is beyond the due date you will not be given the opportunity to complete the order. Orders are typically cancelled due to the order being late or poor performance. Vendors not at the performance standard are at risk not only for the cuts with which they are late, but all cuts. Q: What type of comments should be reported in the comments section? What should not? A: Comments should be rare. Please limit your comments to information essential to provide a full report of property condition. Do not repeat information that has been reported elsewhere in the update. Unnecessary comments include: Grass cut complete OR Thank you Q: What if the grass is over 12 inches tall? A: Contractors may invoice for each additional 12 inches of height, when grass is over 12 inches high. If the order is more than 4 days late your invoice will be reduced to your flat rate. Q: What if equipment rental is needed to complete the initial grass cut? A: Proof that special equipment is in fact needed. For an initial grass cut ONLY, grass that is 3 feet or taller and requires equipment rental should be bid. When submitting your bid, be sure to include supporting photos of the entire yard, and a ruler photo showing the height, as well as specific details. You are not able to submit a bid on a recut. If equipment is not needed the grass should be cut for the additional per foot. 10

11 Q: What proof do I need when renting special equipment to complete a grass cut? A: Necessary photos included: Proof that special equipment is in fact needed Photo of equipment rental receipt (use document setting in mobile app) Photos of rented equipment Photos of rented equipment in use on property Q: What details are needed when submitting a bid for an initial grass cut? A: The more information to support your bid, the better. Be sure to include the cost of equipment rental, approximate man hours to complete, approximate cost of disposal of clippings, and any other pertinent details, such as hay fields, multiple cuts, etc) Please note that you must provide a receipt for equipment rental on the approved grass cut per bid order. Q: What are the guidelines for trimming shrubs? A: Shrubs should be trimmed when one for the following conditions are met: Causing damage to the property or touching the property Impeding a walkway Posing a citation/violation risk Trim shrubs and trees 12 away form the structure unless it will kill the plant, (with the exception of vines which should be removed) and remove clippings If the shrubs are excessively overgrown and cannot be cut for the allowable, take sufficient photos to support and submit a bid with your update. Be sure to include the dimensions of the shrubs and approximate man hours to complete. Shrubs over 1 story tall or shrubs that have a trunk are considered trees. If you arrive to a property and one of the 3 conditions above are met and can be completed from the ground complete the tree trimming. If you cannot complete the trimming for the ground place a bid in the following fashion. Equipment needed Man hours Debris Bid amount Q: What are the guidelines for weed removal? 11

12 A: Weeds in landscaped and paved areas should be removed with a trimmer or weed whacker without damaging existing plants & flowers. Weeds should be sprayed with weed killer. Please make sure the weed killer used is compliant with governing laws and regulations. Q: What is the procedure for leaves? A: Follow the work order Q: Will Safeguard accept photos/screenshots of my computer/phone? A: No, your invoice will be cut since we cannot submit to our clients. You will be subject to return to the property and retake photos. Q: What if there is debris or trash in the yard? A: Follow Memo 1662, the Safeguard Yard and Trash Guide Trash MUST be removed from the property. This includes items such as cans, newspapers, bottles, or any type of garbage. Vendors are expected to remove up to ½ CYD as part of the grass cut charge. If the trash exceeds ½ CYD it may be billed at the appropriate rate. Trash is defined as non-personal, non-appliance, non-health hazard debris. If other exterior items are present they should be consolidated in the rear of the yard. The grass must be cut. Do not cut around items left at the property. Consolidate them in the back of the property. Q: What is the procedure when a property is determined occupied? A: Direct contact with the occupant is necessary Q: What if the property lot size is over one acre? A: If the property is over 1 acre: On initial orders, the first acre is to be completed with focus on the front yard, then the sides, and finally the back yard. Place a bid to complete the entire lot on a recut including the section of the property that has already been cut. On recut orders, cut 1 acre unless instructed otherwise by the work order text. Bids will not be accepted on recut orders. Call from site if the grass cut cannot be completed for the standard rate. 12

13 Q: What if there are trees and/or vines touching the property? Service Line Loan Type Shrubs Trees Leaves Yard Trash Vines P&P CV Follow work Follow work Follow work Follow Follow order order order work order work order P&P VA Allowable Bid Mulch Bid Bid P&P FMC Allowable Allowable Allowable Allowable Bid P&P FNM Allowable Allowable Allowable Allowable Allowable P&P FHA Allowable Allowable Allowable Allowable Bid A: Follow the Investor Service Line Chart above When an allowable is present, vines should be removed from structure as they always cause damage, otherwise bid. When allowable is present, trim trees 12 away from the structure unless it will kill the plant. Shrubs over 1 story tall or shrubs that have a trunk are considered trees. If tree trimming can be completed from the ground, complete the tree trimming for the per-tree allowable. If trimming cannot be completed from the ground, place a bid specifying the following: Equipment needed Man hours Debris Bid amount Q. How are saplings to be addressed? A. Saplings should be removed. Q. What if there is a locked padlock preventing access to the rear yard? A: You must carry a Padlock Key to gain access to the backyard. If unable to gain access with padlock key, cut the front yard and report the back yard cannot be cut. Provide photos showing there is absolutely no access to back yard. DO NOT cut the pad-lock off the gate to the rear. This will leave the property or pool unsecure. This can result in immediate termination of work. Q. What if the yard is maintained by the HOA? 13

14 A: To update an order when the property is maintained by an HOA, condo, gated community, or someone else (including occupied), provide photos and contact information for who is maintaining the property in the order update on Vendor Web. Invoice a trip charge if property is maintained by someone else. If the front of the property has been maintained but the back has not, you must cut the back yard and charge your flat rate. Q. What if a property is unsecure upon arrival? A. If a property is unsecure, call ext from site. Do not enter the property. Take photos and note this on your update. Q. What if there is new visible damage to a property? A. Call ext from site only in emergency situations. For all other damages take proper photo documentation and note in your update. Q. What if a citation is posted at the property? A: Take a photo of the citation and provide the following information from the citation in the comment section of your update: contact name and phone number, city department, type of violation, date of the violation, compliance date (if noted). If the citation cannot be cured with the work you are completing call ext from site to report. Please note; you must ensure that the properties on your grass cut list do not receive city citations for poorly maintained yards. Any violation incurred while under a vendor s management may be assessed to the vendor. Q: When is it appropriate to report work not completed? A: 1) On Initial when a bid is submitted for over 36 inches 2) Occupied property - direct contact must be made. 3) HOA maintained proper documentation is needed: photos and information on who is maintaining the property is needed. 14

15 Q: What are the photo requirements for grass cuts? A: Photos must be taken on your mobile smart phone and submitted through an approved Safeguard mobile application (APP). Photos must be labeled correctly, showing before, during and after. Photos must support any bids you are submitting, as well as any conditions you are reporting, such as damages. All grass cut photos must show the date the picture was taken on the photo. Photos must include clear before and after pictures of the entire property to document the work that has been completed. Any area not photographed properly may result in an invoice adjustment. Close-ups of grass trimmings are not acceptable because they do not identify the property. The before and after photos should be taken from the same angle and location. Remember that this work is ordered and paid for by reviewers who can t visit the property to confirm that work was completed. The photos we submit are all the evidence we have to assure them that the work was done. 15

16 PP Leaf Removal Best Practices Leaves should be mulched. Follow work order if leaves cannot be mulched. You must use either a tarp, trash bags, lawn & leaf bags or a 1 CYD container Leaves must be removed from flower beds, walk ways, back and front yard and along the fence lines Leaves cannot be left at the curb for the city to pick up If using a leaf vacuum, ensure that leaves are blown into a pile and measured before being removed Bags of Leaves Must have a clear view of ALL 30 gal bags Use of grocery bags is prohibited 16

17 3 ft x 3 ft x 3 ft = 27ft = 1 CYD Cubic Yard Measurements 9 ft x 3 ft x 1 ft standard tarp size leaves have to be 1 ft high for it to be 1 CYD, 2 ft high to be 2 CYDs, etc Most common ways to remove leaves 1. On a tarp a. Must have tarp measurements length, width and height with ruler b. Must be able to differentiate between tarps c. Must show ALL leaves that are removed in 1 photo d. During and after of loading 2. In a 1 CYD container a. Must have measurements of the container b. Must show ALL leaves that are removed in 1 photo 3. In 1 (or more) large piles a. Must have measurements of piles b. Must show ALL leaves that are removed in 1 photo Needed Photo Documenation (in addition to grass cut) Before, during (collecting leaves), after photos (leaves in bags/1 CYD container) Photos of the yard once grass cut and leaf pickup is completed Clear view of bags filled with leaves Measurement of truck before you load Tarp photo must show measurements - length, width and height If all photo requirements are not provided, your invoice may be reduced or cut completely 17

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