Admin KPI Performance Review

Step 1 of 4

Name*
First Name Last Name
Your ReAssured Restoration email address*
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IMPORTANT TIP: This really long piece of info is super important!*
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Since our forms are really awesome at helping to provide meaningful comments, we HIGHLY recommend the following to prevent loosing your work due to internet interruption, battery failure or some other scary event that would stop this form before you can hit save. If you are writing 'pure gold' for some of our questions that allow longer answers, write it in your word processing software of choice first e.g. MS Word, Notepad etc. and then copy and paste your answers into our awesome form/s. This will save you a lot of heartache later on and it will also give you a copy of your awesome answers for your own future use.
Step 1 - Team Member to complete the Self Rating and Comments field

Step 2 -Manager to review team member’s entries and enter management rating and any relevant comments

Step 3 - Review the document together with the team member then enter any follow-up action items on Performance Review & Training & Development Plan document
OH&S Related
Attending site where required, including wearing appropriate PPE and following associated WH&S protocols- Proper PPE on hand or supplied*
Method Measurement:
Zero cases of having to reschedule and not being able to attend when asked
Comments*
Working in a safe manner as designated in workplace procedures - No incidents of working in an unsafe manner outside of workplace procedures*
Method Measurement:
Checking of workplace incident register
Comments*
Inform Management of any comments or concerns arising from clients regarding workplace safety.*
Method Measurement:
Confirm with management all workplace safety concerns have been communicated appropriately
Comments*
Assist Manager with completion of WHS/Quality/Environmental reports – all reports completed and sent to relevant personnel within timeframes listed in the procedure manual*
Method Measurement:
WHS/Quality/Environmental Reports
Comments*
Identifying and raising safety concerns through the hazard register as required*
Method Measurement:
Hazard Register and confirming with WHS Rep
Comments*

Job Management
Answer phones, greet clients and visitors, Phone messages responded to within 2 working hours of receipt*
Method Measurement:
Zero complaints of not responding within a reasonable time
Comments*
Electronic Diary maintained with 100% accuracy, updated daily at a minimum*
Method Measurement:
Zero complaints of inaccuracies
Comments*
Registering and recording incoming jobs using internal specialised software (such as Restoration Manager, Encircle Google Drive & Summary of jobs)- Jobs to be registered and entered as per procedures manual*
Method Measurement:
Zero complaints and zero lost/ forgotten jobs and not entered correctly
Comments*
Processing Purchase Orders from Customers – confirm with the insured within 1 hour of receiving the work order, and advise the third party*
Method Measurement:
Zero complaints from third party of the insured of late contact
Comments*
Actively documenting on Google Docs “continuous improvement report” including evidence when required*
Method Measurement:
No details/ evidence reported on “continuous improvement report”
Comments*
Finalised jobs to be put in invoiced tray immediately upon invoicing*
Method Measurement:
No finalised, invoiced jobs left on desks or in ‘expanda file’
Comments*
Receive, record and distribute mail, record and post outgoing mail. All outgoing mail posted within the same day before 3pm for Express items*
Method Measurement:
No unopened mail, no mail sent late
Comments*
Typing as required by managers – accurately and within deadlines*
Method Measurement:
No errors/re-dos, no complaints of task not done within required timeframes
Comments*
Coordinating vehicle maintenance – all services done per log book requirements. All repairs done urgently to ensure vehicles are on the road and no down-time experienced*
Method Measurement:
Log book records and up-time of vehicle availability
Comments*
Ordering of stationery and office consumables, to keep minimum stock levels on hand at all times*
Method Measurement:
Not running out of stuff!
Comments*
Raising Internal Orders, Purchase Orders and Delivery Dockets – using the correct forms, sent on time and followed up where required*
Method Measurement:
No incorrect forms used, no late submissions and no overdue/unchecked orders
Comments*
Ensuring accurate specifics of each job is recorded and communicated effectively to Technicians*
Method Measurement:
Minimal queries to confirm details not provided initially
Comments*
Ongoing monitoring of job specifics and following up with Technicians to ensure all key items are finalised as per job order – make sure the job is being completed on time – no delays – all areas of concern addressed on a daily basis*
Method Measurement:
Zero instances of jobs being left unchecked/unmonitored or areas of concern not addressed
Comments*
Accurate job costing data entry using internal software systems – Jobs costed to the appropriate insurer/ third party*
Method Measurement:
No complaints from third party
Comments*
Timely follow-up with Technicians for necessary paperwork, reports and information –Admin team to follow up by the end of the day according with checklist*
Method Measurement:
Encircle/ Restoration Manager records
Comments*
Timely follow-up with Technicians for necessary paperwork, reports and information –Admin team to follow up by the end of the day according with checklist*
Method Measurement:
Encircle/ Restoration Manager records
Comments*
Job management – recording job details and costs, monitoring for any outstanding jobs and following up with Technicians & Management where appropriate for scheduling, reporting and invoicing purposes- Following up RM and encircle*
Method Measurement:
Zero cases of forgotten jobs
Comments*
Initial reports to be completed and sent to third party within 24 hours of visit*
Method Measurement:
Zero complaints from third party requesting initial report
Comments*
Accurate manifests, including supporting evidence (e.g. photos) created for all client jobs where contents are affected- Admin team to follow up regularly for progress*
Method Measurement:
Zero cases of missed items
Comments*
Attending site where required, including wearing appropriate PPE and following associated WH&S protocols- Proper PPE on hand or supplied*
Method Measurement:
Zero cases of having to reschedule and not being able to attend when asked
Comments*
Coordinating resources for effective and timely actioning of jobs including scheduling internal staff and/or external contractors- Booking the appropriate trades according to our trade register and scheduling staff at our earliest convenience*
Method Measurement:
Zero cases of having to reschedule and no job flow
Comments*
Liaison with clients regarding job progress and outcomes-Contacting insured and booking in follow up before day of attendance*
Method Measurement:
No complaints from insured of not enough notice before attending site and zero reschedules
Comments*
Recording all correspondence including emails and phone calls into Restoration Manager (RM)*
Method Measurement:
Zero instances of correspondence not being documented in RM
Comments*
Ensuring invoices are forwarded to “accounts” email address for processing*
Method Measurement:
No late payments or chasing up payment, no emails left in Admin that Accounts hasn’t seen
Comments*
Keep and reconcile petty cash- Process receipts on a monthly basis and reimburse petty cash from Managers*
Method Measurement:
Cash always on hand when needed
Comments*
Ensure client satisfaction after completion of service. – Follow-up calls to be completed within 2 working days of job completion*
Method Measurement:
Client files
Comments*

Admin KPI Performance Review

Step 1 of 4

OH&S Related

Job Management

Communication Related

Communication Related: