SOP for Movers
iCat Modern Contents Training course syllabus (digested)
iCat’s “Modern Contents” approach advocates the use of moving companies in contents operations. Why? It allows our contractors to handle larger volumes of work by having you and your company available to support the physical labour-related portions of the packout. This training guide/course will help your moving company deliver tailored services to all restoration contractors.
This training course is designed to help moving companies provide specialized services to restoration contractors by supporting them in the physical labor aspects of contents packouts. This allows restoration contractors to take on larger volumes of work through iCat’s “Modern Contents” approach.
The Packout: Help the contractor, be respectful, and follow directions.
The contractor has hired you to assist with the inventory and packing-out of a home or business affected by water, fire, or other peril. The property’s contents must be documented by the contractor and removed for storage or future cleaning.
The job is more complex than a standard house move; it's important to understand the Contractor's work to provide effective assistance.
The contractor must take inventory of and note the condition and room origin of each item before handling it. Large items will be barcoded, while smaller items will be packed into boxes and assigned a box number/barcode that will be recorded. The contractor will then clean and/or restore the items before storing them and returning them to the customer. The contractor may pack items based on how they will be cleaned, so it is important to follow their lead when assisting them.
The client's experience is the top priority for the contractor. You are helping the contractor in delivering a remarkable customer experience beyond the physical pack-out inventory. The client can use an online portal to access a complete inventory of their packaged belongings, including item condition and original room location.
Think Starbucks. Think McDonald’s. Think 5-Star Hotel. Think Perfection.
The Delivery, or Pack-Back
You are already familiar with the contractor's responsibilities, significantly more so if you have assisted in the Packout portion of the claim. If you did not, here is a quick recap: The contractor, possibly with the help of movers, inventoried the contents of a property that was affected by water, fire, smoke, flood, or some similar damage. Then, they removed the contents to transport them to their restoration facility for cleaning and storage.
Now, the Contractor’s Customer is ready to receive all their goods.
Remember, as always, you are delivering Customer Experience. The delivery is the last piece of the service offering: getting everything delivered and put back into place with zero stress or issues for the contractor or their customer.
You will likely meet the Contractor at their location to load the truck and deliver the contents back to the original customer’s property. Again, it is not a typical move. There are many things the contractor must do at their facility and the job site of which you must be aware. For example, all items must be picked and scanned before leaving the facility, and you may need to assist with this. This course will teach you how.
At the job site, the contractor must repack the room exactly how it was before they removed the contents. Additionally, they will need to work constantly with the customer to ensure they accept the condition of the contents while remaining calm. This experience needs to be flawless, not only for the customer but for the Restoration Contractor - their business depends on it - as will yours. Deliver a perfect customer experience. This course will teach you how.
Guidelines: How to Communicate, Conduct Yourself
Your Role and Responsibilities
Delivering Excellence: Your primary goal is to provide a seamless and positive experience for the customer.
Transparency and Professionalism: Remember that you are representing both yourself and the contracting company. Your actions are visible to everyone on the job, including the customer. Maintain a professional appearance (appropriate shoes, shoe coverings, and uniform) and handle tools and equipment with care to avoid property damage.
Communication Protocols:
Direct Customer Communication is Prohibited: Never speak directly to the customer. All communication must be directed through the Contractor's Job Site Lead.
Refer Customer Inquiries to the Job Site Lead: If a customer approaches you, politely redirect them to the designated Job Site Lead.
Respect Customer's Property and Privacy: Always ask the Job Site Lead for permission before using the restroom. The Job Site Lead will then seek permission from the customer.
Maintaining a Clean and Respectful Environment:
Dispose of Trash Properly: Never leave your garbage in the open.
No Smoking: Smoking is strictly prohibited at all job sites.
Safety and Security:
Minimize Unnecessary Movement: To ensure the customer's safety and comfort, avoid roaming around the residence unnecessarily. If you will be working alone, inform the Job Site Lead.
Zero Tolerance for Theft: Theft of any kind will result in immediate involvement of the authorities and termination of your services. The contractor reserves the right to search your vehicle without warning; refusal to comply will result in immediate termination.
Work Ethic and Proactivity:
Stay Active and Engaged: Avoid standing around idle. If you find yourself without a task, immediately seek out the Road Lead and offer your assistance. Continuous inactivity will reflect poorly on your work ethic and decrease your chances of future employment opportunities.
Inventory and Documentation:
Barcode Scanning: Before moving any item, check for a barcode or identifier. All items and boxes must be scanned and inventoried by the contractor before being loaded onto the truck.
Photographic Documentation: The contractor will photograph the moving truck during loading and before closing the door to document the packing process and protect against potential damage claims.
Protecting Customer's Belongings
Secure Loading: Pack and load the truck carefully to minimize the risk of damage during transport. The contractor may photograph the truck before unloading to document any shifting of contents during transportation.
Temporary Locks: The contractor may place a temporary lock on the moving truck after loading.
Damage Reporting:
Promptly Report Issues: To avoid being held responsible for damages, immediately report any issues or concerns to the Road Lead for documentation. Thorough documentation is essential for protecting all parties involved.
Downtime and Additional Tasks:
Utilize Downtime Productively: If you are waiting for the contractor to complete their tasks, find ways to stay busy and productive. This demonstrates a strong work ethic and may lead to additional opportunities.
Be Prepared for Additional Work: You may be asked to assist with additional tasks even if you believe the move is complete. Remain "on the clock" until the Lead or Supervisor releases you.
Compassion and Customer Service:
Treat Customers with Respect and Empathy: Remember that many customers are experiencing stressful and difficult situations. Show compassion and deliver a positive experience by treating them with the utmost respect and consideration.
Be Prepared
Before arriving at a job site, or the Contractor's Warehouse, ensure you are prepared to assist, represent, and not impede the Contractor’s operations. At the very least:
Conduct vehicle safety checks and documentation as required by local regulations.
Ensure each of your movers is wearing approved footwear.
Ensure each mover wears a clean Company or Contractor issued shirt/jacket etc.
Ensure the driver has received the correct address of all destinations (if more than one stop).
Arriving with an Empty Vehicle at the Job Site or Contractor Warehouse
Find the person in charge who may have the title of Road Lead, Warehouse Manager, or something similar. Have them confirm and sign to confirm your arrival time. This person will be considered your Lead.
Multiple Leads
If you arrived at the company’s warehouse, the lead here may be different from the lead at the job site and possibly different from the lead who will receive your truck upon your return back to the facility (if applicable). Ensure that you are only communicating with the Lead unless the leader has assigned you or a portion of your team to work with an alternate representative from the same company. Only Leads can sign off on your documentation.
Confirm with the Road Lead or Warehouse Manager where the correct spot is to park your vehicle for loading.
Understand Content Volume
Visually inspect and take note of what items/skids/vaults are to be moved with the Road Lead/Warehouse Manager. Keep a mental count of items and skids to ensure nothing is left behind.
How Many Trips?
Assess the quantity and type/shape of all items, then estimate if the truck can haul all items as specified by the Lead or advise if you feel multiple trips will be required to handle the volume observed.
Assess the moving path to ensure it is free of obstacles and debris and that moving large items would not damage the floor, wall, ceiling, and stair railings. Discuss with the Road Lead or Warehouse Manager if any action is required to clear the path, such as laying additional floor covering or removing a door.
For delivery, if dealing with pallets/vaults/containers, consider unpacking and loading the items/boxes individually.
Ensure large/single items have proper protection before moving them.
Follow the Road Lead’s instructions for high-value large items. Consider protecting these items with poly or paper before wrapping them with blankets that may be dirty or potentially harm the item in any way.
Alert the camera operator during inventory if you notice any pre-existing damages.
Move all boxes with care as if the contents in each box are fragile.
Double-check and make sure each non-boxed item and each box has a barcode tag before moving into the truck.
Ensure that all items/boxes are secured after being loaded into the cargo area.
Assist camera operators when asked, especially when the camera operator needs help to tip large items to take photos of the bottom.
Inform the camera operator or Road Lead immediately if you need to disassemble an item—for example, shelves inside a buffet. The camera operator or Road Lead may need to take additional photos to document the dismantled pieces.
Report to the Road Lead or Warehouse Manager if you or your team damaged any items, dropped a box, or inflicted any damage on the property.
If you have to move something to provide a clear path for content manipulation, return those items to their original location/condition when possible.
If there is a need to use the washroom:
At the job site: ask the Road Lead. They will, in turn, ask the insured for permission.
At the warehouse: inform the Warehouse Manager first.
If there is a need for clarifications or arrangements at the job site, discuss it with the Road Lead. Do not approach the insured or other contractors on site. Do not move unaffected or any contents/contractor’s equipment before discussing with the Road Lead. The Road Lead will discuss all the movers’ issues with the insured and other contractors and then relay the conclusion or decision to the movers.
At the job site, if any movers want to smoke cigarettes, inform the Road Lead first and do so sparingly. Smoke at the edge of the sidewalk and far from the property. Be sure to extinguish the cigarette. Dispose of the extinguished cigarette butt, coffee cups, and all personal garbage in the trash can placed at the entrance of the job site by the contractor and not anywhere else.
Other than items/boxes specified by the Road Lead or the Warehouse Manager, movers are NOT permitted to take/remove any other items.
Once the truck is loaded and ready to leave the job site or the warehouse, check with the Road Lead if you can depart. The Road Lead will take photos of the cargo area and lock the truck/door with a contractor-provided lock/zip tie.
Have the Road Lead or Warehouse Manager sign the Invoice and document the departure time if applicable.
When leaving a job site, movers must call the office (moving company) to receive the latest instructions on where to unload the cargo and follow those instructions.
At the Job Site or Contractor Warehouse with a Loaded Vehicle
Allow the Road Lead or Warehouse Manager to inspect the cargo area to ensure that items have remained secure during transportation. The contractor will photograph your vehicle's cargo area to document how the contents have settled during transport.
Collaborate with the Road Lead or Warehouse Manager if any action is necessary to provide a clear moving path.
As you unload the vehicle, refer to the Road Lead’s team for placement of the item/box within the property. When unloading at the warehouse, adhere to the Warehouse Manager’s instructions on where to place the contents.
Unwrap and remove all blankets from items after they have been placed in the assigned location, unless otherwise instructed by the Road Lead or Warehouse Manager.
Provide assistance with furniture assembly if requested by the Road Lead or Warehouse Manager.
Request that the Road Lead or Warehouse Manager visually inspect the emptied vehicle and sign off on your paperwork/Invoice. The Road Lead or Warehouse Manager will take photographs of the emptied cargo area and documentation.