Technician KPI Performance Review

Step 1 of 5

Name*
First Name Last Name
Your ReAssured Restoration email address*
You can click 'save and continue later' throughout the process, just remember to save the hyperlink that comes up on the screen after you click the 'save and continue later' button, and enter your e-mail address and hit 'submit' to have the link sent to you via e-mail. If you don't do either of these two things, anything you submitted on the form will not be saved, at all, anywhere.
IMPORTANT TIP: This really long piece of info is super important!*
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.
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Step 1 - Team Member to complete the Self Rating and Comments field. Please don’t just ‘tick and flick’, please make comments to support your ratings so that we can have quality discussions. e.g. if you rate yourself as OK, this means you feel you’re performing in that area, but you know there is more awesomeness to be had and would like to know how you can achieve said awesomeness. Similarly if you put Very Well that you’re meeting all criteria, having the required knowledge, abilities and demonstrated these consistently, then please comment accordingly. 🙂 More Training Required is a rating that reflects that further training on the process, skills, knowledge/understanding of/commitment to the process is required to help achieve better results on that topic.

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 Administration Director that all workplace safety concerns have been communicated appropriately
Comments*
Completion of Take 5 Form is completed on ALL site attendances prior to commencing work. This form is mandatory for ReAssured Restoration and Third Party onsite Safety Requirements. or after the site visit as the purpose is to ensure a safe working environment)*
Method Measurement:
Zero instances of Take5 Form not completed, or completed after the site visit.
Comments*
Identifying and raising safety concerns through the hazard register as required*
Method Measurement:
Hazard Register and confirming with WHS Rep (Michael & Shayne)
Comments*
Identifying and reporting any incidents/accidents in the workplace immediately and as per protocol and recording with the appropriate paperwork*
Method Measurement:
Checking of workplace incident register
Hazard Register and confirming with WHS Rep(Michael & Shayne )
Comments*

Admin Reports Related
Job notes added in detail prior to leaving site/attending the next job. Reports to be sent to Admin BEFORE leaving site. Re-reading of reporting once prepped, to ensure quality information. (i.e. Please read over and review your reports once completed and created to ensure it reads clear and all relevant information is included and accurate). Admin will leave additional time from one job to the next to help facilitate completion of reports on site where possible*
PLEASE NOTE:
Managing your time whilst on site is critical, you need to estimate when one person can stop the current work and ensure that all reporting is up-to-date.

Where 2 staff are on-site, the lead technician to commence reporting 30 minutes before job completion, 2nd team member to finalise job and pack the van up whilst lead technician is doing reporting. Drive down the road and pull up to finalise if required, but don't go straight to the next job without sending through the report and job screenshot updates to admin.

Once the PDF report has been prepared you should allow the second technician the opportunity to read through the report, this way you have two sets of eyes reviewing the file and nothing is being overlooked. Our goal is to have the report completed prior to next job attendance.

Completing paperwork on site is chargeable labour to our clients, staff are to take the time to complete it thoroughly and on time so that we meet internal and 3rd Party KPI and budgetary requirements.
Method Measurement:
Zero instances of Admin Team having to follow-up and chase more information due to thorough/comprehensive job notes missing.
All job notes to be completed with sufficient detail before leaving site/attending the next job.
Comments*
Job screenshot updates are to be sent to admin at completion of job not at the end of the day. Regular job updates from all technicians, as going to new jobs, screenshot and text and update to Michael and Ang. What further works are required, what additional materials are required etc. The purpose of these screenshots is to communicate effectively the status of the job. Sending notifications at the end of the day is pointless & ineffective.*

Example of Screenshot’s text -
Report #2 prepped for review Reattendance was confirmed on site with insured for Fri 06.06.19 @ 7am Additional equipment required Awaiting approvals
Method Measurement:
Zero instances of Admin Team having to follow-up and chase more information due to not receiving regular, daily job updates.
Comments*
Correct records of equipment installed/reset/removed within Report*
Comments*
Records of communication with 3rd Parties/Assessor to be included in reporting*
Comments*
Report Specifics: Images showing moisture; Readings in Encircle main windows; Psychometry readings; Photos - only the best uploaded to reports; Photos - correct qty & quality, tells the story, justifies dollars, matches approved works, if more works are required then extra authorisations received, ; Notes - correct qty & quality, tells the story, justifies dollars, matches approved works, if more works are required then extra authorisations received*
UNDERSTANDING OF WORK ORDER REQUIREMENTS -
Description of Purchase Order correlates to works carried out for:

● Qty rms to be remediated

● Qty and type of equipment allocated for

● Works listed to be carried out

● # of days authorised for remediation

Effective communication where recommended scoped works approval is to be followed up by administration

Effective recording of Required Authority Forms
Request to Leave Damaged contents/flooring onsite’ has been signed off
● Authority to Remove & Dispose non-restorable flooring / contents has been signed off

● Authority to Carry out Invasive works has been signed off

● *Health Information and Consent to Proceed form has been signed * in process of being created

If any of the following requirements are necessary have they been recorded and reported correctly within reports:

A. Longer dry time required

B. Drilling of kicks required (not already inP.O)

C. Remove skirting boards

D. Containment established ?

E. Air scrubber used ?

F. Mould Testing required ?

G. Drug testing required ?

H. Items disposed of ?

I. Two staff required onsite to relocate heavy furnishings due to OH&S requirements?

J. External Suppliers Used recorded correctly (supplier name, what used, which job, size/duration/qty)
Comments*
Further works to be noted sufficiently in reporting; Further works approval received BEFORE commencement of works; If more equipment is required to be used, approval has been obtained BEFORE installing more/leaving for longer*
Method Measurement:
Zero instances of Admin Team having to follow-up to obtain further information on further works/equipment requirements.
Comments*
End of day authority/satisfaction releases to be completed correctly and signed and sent through to Admin by close of business each day.*
Method Measurement:
Zero instances of Admin Team having to follow-up and chase authority/satisfaction releases
Comments*
Utilising templates where templates exists and are required*
Comments*
Encircle (or Ambrose Tradie App) completed properly with sufficient job detail – e.g. all images, room sizes and descriptions, notes on what extra work is to be done/required, external suppliers used and what for, RR equipment used and what on and supportive image/video evidence and notes. Any follow-up appointment notes recorded.*
Method Measurement:
Zero instances of Admin Team having to follow-up and chase more information due to lack of sufficient job details.
Comments*
TSheet time entries to be entered correctly and allocated to the correct client/job by close of business every day, including lunch times and On Call entries. Only clients with a parent code in front to have allocations eg WATER RESTORATION -Jones*

TSheet job reports are used for calculating the labour charged to a job so it is very important to have the time allocations correct. eg If you are cleaning a rug in the shed for a job, that needs to be allocated to that client job.
If required to use ‘Shed Work’ a description of work carried out MUST be put in the notes eg Shed Work - Re-sort the Drying Mats. Same with ‘Training’ put in the notes what training was done. There are codes for most general duties eg equipment maintenance, travel & prep time. If you have a suggestion for a job code please let Shayne know.

Method Measurement:
Zero instances of Admin Team or External Payroll processor having to follow-up and chase timesheets that are overdue or not coded correctly and completely.
Comments*

Job Technical Related
Chemicals: Identification & specific usage, mixing ratios, and the importance of measuring and how to measure, PPE required, MSDS etc.*
Ensuring Admin is notified when minimal levels have been reached, to ensure we always have stock available for use.
Method Measurement:
Zero instances of incorrect chemicals being used, or incorrect quantities/ratios used.
Zero instances of running out of chemicals due to last ones being used and Admin not being notified to obtain more.
Comments*
Extraction: For water jobs – how to extract correctly – steam clean, sanitise, treatment, removal of underlay.*
Method Measurement:
Zero instances of incorrect extraction processes followed.
Comments*
Job Preparation/Equipment Maintenance related
Equipment maintenance: Notify RR management if test & tag or repairs are required.*
Method Measurement:
Zero instances of equipment maintenance done incorrectly or being missed.
Zero instances of equipment being overdue for testing/tagging. All equipment’s testing and tagging up to date.
Comments*
Vehicles packed correctly: - safely, to capacity, with the right equipment needed for the job, ensuring no equipment damage*
Method Measurement:
Zero instances of equipment damage.
Zero instances of having to arrange equipment to be dropped off to the job site or having to return to the workshop to get the right items.
Zero instances of equipment being overdue for testing/tagging. All equipment’s testing and tagging up to date.
Comments*
Cleaning & returning equipment to its correct place in the work vans & workshop at the end of the day – ensuring it’s cleaned & detailed if necessary. If needing to be left in the main area of shed, that it is stacked safely, ensuring room has been made for the vehicles to be parked inside.*
Method Measurement:
Zero instances of equipment being stored in the wrong place or stacked incorrectly/safety.
Zero instances of having to move equipment to be able to fit vehicles inside.
Comments*

Communication Related:
Time Management - Be on time - 8.30am means to be ready to start work at 8.30am etc. This relates to shed attendance and insured on-site attendance If running behind schedule in packing the van, this has a flow-on effect to the rest of the jobs throughout the day. If jobs go over time, ensure communication with Admin Team and the next client has occurred so that customer expectations and other booked jobs timeframes can be managed effectively.*
Method Measurement:
Zero instances of showing up to site late, without prior communication to relevant parties.
Comments*
Next visit booked on-site with customer and admin office by Technician, whilst on-site, to reduce unnecessary to and fro to make suitable times.*
Method Measurement:
Zero instances of Admin having to book next visits with customers after a technician has left site.
Comments*
Daily email of receipt of meeting minutes to be received before midday each day.*

NOTES ON SUBJECT:
The point of the meeting minutes is to communicate key items to the overall day to day, weekly and onwards function of the business. Therefore it is essential reading and confirmation of such is to be e-mailed back to admin@ each day before midday please.
A simple e-mail of 'received and read' is fine.

Method Measurement:
Zero instances of not acknowledging meeting minutes and other important communications as received and read.
Comments*
All Technicians are to ring Ange from site to discuss job specifics, to suggest what to do moving forward, not continue to ask. e.g. here's what's occurred, here's what I propose we do, is this good to go, or does something else need to be done/considered?*
Minimise excessive calls to Michael where unnecessary or where Admin Team could assist with the answer.
Comments*
Timely notification to admin and management if you are going to be going into overtime whilst on a job eg over 10hrs in a day and/or need to attend site on the weekend.*

This is so that we can ensure job costing and extra authorisation for overtime can be obtained

Method Measurement:
Zero instances of Admin Team being unaware of Technicians being in overtime hours
Comments*
Availability - meeting on-call roster commitments.*
Where wishing to re-schedule, this is to be arranged with fellow-technicians before requesting to have dates changed on calendar. As much notice as possible given when asking fellow

Technicians to swap/fill-in for their on-call commitments.

Method Measurement:
Zero instances of Admin Team needing to reschedule jobs or arrange fill-in
Technician to do the on-call roster commitments.
Zero instances of Admin Team & Management not being aware of any changes to the official, printed on-call roster.
Zero instances of MG filling in on the on-call roster commitments.
Comments*
Availability - Holidays - for peak periods such as school holidays, Christmas, additional leave at the beginning or straight after Public holidays etc.*

This is merely an ‘understanding’ statement to foster good-will amongst team members during conflicting requests for periods of time off.

A turn-about policy applies, i.e. where Person A and Person B have requested the same time off, if Person A had last Christmas holidays off, Person A works the next time to enable Person B to have that time off.
We try to accommodate requirements to the best of our ability within the unpredictability of the industry in which we all work.
Comments*
Availability - Altered start/finish times or time throughout the day</b> for personal errands or restricted availability e.g. needing to finish work at a particular time, meaning unavailable for after hours works or if jobs go over time.*

Requests for time considerations are to be made to Admin team as soon as possible and NOT on the day of the requested change being needed.
Please note that due to the urgent, unpredictable nature of the industry we are in, it is requested that staff advise the Admin team of any specific time-restriction needs as soon as possible (i.e. NOT on the day of), wherever possible, so that alterations to the work schedule and/or other team member’s schedule or (worst case scenario) insured/3rd parties commitments & expectations, can be effectively adjusted where necessary. Failing to do so puts fellow-team members under a lot of unnecessary pressure, where sooner, clearer communication would have prevented inappropriately booked resources and unnecessary downtime juggling commitments and excess communications.

Method Measurement:
Zero instances of inappropriately booked resources and unnecessary downtime juggling commitments and excess communications due to not requesting time considerations
Comments*
Presentation & Communication – maintaining clean tidy appearance, and communicating with clients as per company standards e.g. clean shaven, sunnies off upon greeting clients and introducing ourselves correctly, handing out business cards and brochures.*
Method Measurement:
Zero instances of presentation and communication standards not being met.
Comments*
Communication with clients is to be facts only with references to work order specifics and our role within the restoration process. Explain what happens next ensuring we under-promise and over-deliver, not the other way around creating a rod for our own back, relating to results and timeframes – very important when dealing with our insurance company clients.*
No personal opinions to be given or personal thoughts/recommendations. It is important that you remember that you are representing the insurance company and all communication with the customer must be conducted in a professional manner and keeping with require service standards.

Method Measurement:
Zero instances of inappropriate deadlines given or specific results promised.
Comments*
Actively participate in and contribute to continuous improvement process in a positive and constructive manner – solution orientated*
Method Measurement:
Input given at toolbox talks, throughout general working day and during quarterly performance review process
Comments*
Overall Attitude (positive, helpful, open to feedback, constructive when sharing ideas/giving feedback, respectful, pleasant, professional, efficient, motivated)*
Comments*

Technician KPI Performance Review

Step 1 of 5

OH&S Related

Admin Reports Related

Job Technical Related

Job Preparation/Equipment Maintenance related

Communication Related: