Servicing Guidance and Safety Procedures

Fire Dawgs’ Servicing Guidance and Safety Procedures for COVID-19

Overview:

This manual is written for the rare instance that a pandemic has been declared by the CDC. It outlines the steps taken during the time of a pandemic to ensure that all employees and customers remain safe and cautious during the operation of a service oriented business where employees and customers are interacting closely.

Office Personnel

1. Become knowledgeable on the pandemic, including signs and symptoms, so to be self-aware
2. Stock ample cleaning supplies such as: bleach, Clorox/Lysol disinfecting wipes, and paper towels
3. Clean/disinfect work area daily
4. Clean/disinfect high traffic areas daily. Such as: door knobs and handles, light switches, company keyboards, and other electronics

Video for How to Clean Fire Dawgs Headquarters

Office Manager

1. Employee safety is our top priority in a time like this
2. Become knowledgeable on the pandemic, including signs and symptoms, so to be self-aware
3. Establish contingency schedules in the case an employee needs to call off work
4. Work with employees who need to call off due to illness either of their self, or a loved one they need to care for
5. Be flexible in payment options and track receivables closely
6. Follow and execute any additional orders put in place by superiors

Customer Service Representative

1. Customer safety is our second priority, only behind our own employees’ safety
2. Become knowledgeable on the pandemic, including signs and symptoms, so to be self-aware
3. Ensure our customers we are prepared to take the necessary precautions to limit exposure and risk to ourselves and our customers. We will provide options at no additional cost in an effort to reduce these exposures and risks. Options may include:
   1. Discount to services if items are moved into a garage or outside to limit interaction
   2. Proper PPE (personal protective equipment) including Tyvek Suits (or similar product), nitrile gloves, protective eyewear, and appropriate respiratory protection with items such as a surgical mask or N95 mask.
   3. Invoicing payment options so that money/checks/cards do not have to exchange hands. In offering and pushing debit/credit card payments, all credit card processing fees will be waived
4. When fielding calls during a difficult time like this, it is crucial to convey to our customers that we are taking steps to protect them and our employees. Be sure to adjust your script accordingly. The initial call will continue the same as far as asking questions to gain knowledge about the customer and job they are calling about. However, before you go into your pitch to provide pricing and scheduling, you will add *(do we only want to add this script if the customer is hesitant and not for all customers?)*:
   1. During these times, we want to make you aware of the precautions we are taking when we send a crew to your home (or business). At this time, we are providing the option of our crews wearing full PPE which includes a suit, eye protection, gloves, and face mask to reduce risk and exposure. If you wish to use this option, please let us know and we can make a note to our crews to wear PPE at no additional cost to you. We are also offering a discount if you are able to move all your items to the garage or outside your home. To further reduce risk and exposure, we are offering an invoice option for payment. The invoice would need to be paid within 24 hours, and all credit card processing fees are waived at this time. (proceed into your normal pitch after this)
5. This is a difficult time for many people and cancellations are to be expected. Continue to provide award winning service and treat customers the way you would want your family to be treated. Show empathy. However, in the process, you can still add the precautions we are taking to see if they change their minds to stay on the schedule. And always ask if they would like to go ahead and reschedule at this time. If they answer no, follow up with the question: “When would be a good time to call you back about your project.” It’s still possible they may be cautious and still not provide an answer. In that case, add the customer to the “Not Ready Yet” call back list and mark a date of 2 weeks out from the time of cancellation. Depending on the pandemic guidelines, this length of time may be adjusted.

Operations Manager

1. Employee safety is our top priority
2. Ensure our employees are aware and clearly understand the company guidelines and policies during a pandemic. Policies may include, paid sick leave to care for their own well being, or the well-being of a loved one. Providing proper PPE (personal protective equipment) to ensure they feel safe out on job sites. Flexible schedules to work from home, depending on the skills the employee provides.
3. Ensure we have all proper PPE stocked on the trucks, and extras in inventory. Proper PPE includes a Tyvek suit (or similar product), nitrile gloves, proper face mask, and eye protection.
   1. Tyvek suits come with many options. They best option is a suit with a hood and footies built into the suit. Kimberly-Clark also provides a suit called Kleenguard (their version of Tyvek). It’s another option that may be more cost effective than the big name-brand Tyvek suits. Kleenguard suits are A35. Tyvek suits are Tyvek 400. These suits are to be viewed as daily use, and not 1 job use. Exceptions can be made depending on the severity of contamination to the suit.
   2. Nitrile gloves have many different options. 6 mil and thicker gloves are able to be reused. Thicker gloves of 6mil+ thickness are typically black in color. Much like the suits, these can be viewed as daily depending on the severity of contamination, or rips and tears in the glove from a job. Thinner gloves are available and would be viewed as a single job use. Thinner gloves are typically blue, green, or white/translucent in color.
   3. Face masks can vary depending on the need. There are the basic surgical masks. These are the least protective and most cost effective option. These masks are mainly used to keep the wearer from spreading germs. They do not provide as much protection from outside elements getting to the wearer. These are single use masks unless worn for a very short time. The next step up is an N95 mask. These are multi-layered and usually have a carbon filter. These provide much better protection to the wearer from the outside elements. These are reusable masks. They should be kept as long as they are not contaminated or show signs of dirt on the outside. The final step are respirators that use filters. Likely, if it’s needed to go this far in respiratory protection, additional measures will need to be taken in other PPE areas. These are reusable and the filters are what is replaced when needed. Employees may use or purchase these on their own, if they wish.
   4. Eye protection is very basic compared to other PPE options. Follow current ANSI standards when choosing eye protection. Currently, Z87 or Z87.1 approved eyewear is sufficient. Basic, clear safety glasses are sufficient. These are reusable until they break or become so scratched to inhibit the wearer’s vision. Goggles are optional and can be purchased by the employee if they wish.
4. Eye protection should be issued to each individual employee and they should keep their eye protection with them at all times during this time.
5. If respirators or N95 masks are being  used, each employee should be issued an individual mask. They will need to mark their mask and bring it with them at all times during this time.
6. Perishable PPE, such as suits, gloves, and surgical masks, need to be stocked on each truck. Each truck needs 3 sets of perishable PPE for daily use PPE (tyvek suits, 6mil+ nitrile gloves.) If using thinner gloves and surgical masks, 9 pair of each should be on the truck. Enough to field PPE for a 3 man crew up to 3 jobs+ for the day. 3 sets of PPE also provides 1 full extra set for a 2 man crew.
7. PPE stored on trucks should be placed in sealable bags so they do not become contaminated while stored. It is best to store a full set of PPE in 1 bag (3 bags total). After each use, the employee should replace the PPE into the bag and seal it so they may use it later in the day if needed.
8. Keep inventory of PPE. Perishable items will need to be stocked more often, and also maintain a higher inventory. Inventory needs to be a full 1 day use. Minimum inventory count as follows is assuming 4 fully stocked trucks with 3 man crew:
   1. Suits: 12. Sizes may vary depending on current employee needs
   2. Gloves: 1 box (6mil+ gloves will hold 50 – 100. Thinner gloves often come with 200+)
   3. Masks: N95 masks- 4. Surgical masks- 20
   4. Eye Protection: 4
9. Inventory can fluctuate depending on how many trucks are running and inventory needs. If you foresee a shortage in one area, you may bulk up to ensure you have needed inventory for the coming days or weeks. Larger purchases during this time need to be approved by the appropriate supervisor.
10. Follow and execute any additional orders put in place by superiors

LeadTech/Crew Chief/Driver & Remover

1. Your safety is your #1 priority
2. Become knowledgeable on the pandemic, including signs and symptoms, so to be self-aware
3. Communicate often with supervisors. If you need time off, if supplies are running low, if there is something you need done that is not addressed, communicate it with your supervisors. You are the frontline of the company and there may be additional precautions you need that managers do not see
4. Keep trucks, tools, and high traffic areas clean. Wipe down daily with bleach & water, and/or Lysol/Clorox disinfecting wipes. Main areas to clean include
   1. Cab door handles inside and out, including grab handles
   2. Keys
   3. Steering wheel
   4. Gear shifter
   5. Turn signal lever
   6. Control knobs in cab
   7. Bed tilt module
   8. Bed door handles
   9. Tool box  handles
   10. Tools that have been used that day
5. While your safety is #1, also be aware that the company can only operate and have money to pay employees if jobs are being completed. In order for employees who truly need time off to get the time off they need, do your best to make it into work. We’re a team and we all need to work to support each other during a difficult time like this
6. Follow additional orders and policies put in place by supervisors

Video Guidance  for How to Clean Trucks

Company Officers

1. These can be trying times for a company. Maintain a level head and keep employee safety # 1 priority.
2. Stay up to date with the latest news on the pandemic. Ensure the company is following the proper guidelines set in place.
3. Provide guidance to the team. Have a presence and communicate to make them feel at ease. Now more than ever they will need a confident, strong leader to know they will be taken care of.
4. Be proactive in placing policies; but also be flexible as needs change around the pandemic.
5. Be patient and provide direction when needed.

Why Are We Sharing Our Servicing Guidance and Safety Procedures for COVID-19?

1. For the safety of our Fire Dawgs team members and customers. We want you to know that we are taking all precautions and taking the CDC guidelines very seriously and have a plan of action.
2. For other businesses who are looking for guidance on how to create their own safety procedures for this pandemic.

More on Our No Contact Junk Removal

Also, be sure to learn more about our No Contact Junk Removal here. 

Thank you again for reading through our Servicing Guidance and Safety Procedures!