1. Why Movers Are Essential in Modern Contents Work
iCat’s Modern Contents workflow encourages contractors to partner with professional moving companies.
Why? Because movers enable contractors to handle larger, more complex jobs by supporting the physical, labor-intensive parts of a pack-out or pack-back.
This guide teaches moving teams how to operate seamlessly with restoration contractors and deliver a flawless customer experience.
2. Understanding the Pack-Out
During a pack-out, the contractor must:
Inventory every item
Document the condition
Photograph the room and contents
Assign box numbers
Decide how items will be cleaned or restored
Safely remove and transport all contents
Your job:
Support packing, moving, and logistics while following the contractor’s direction at all times.
A contents job is not a standard household move.
The contractor is working under insurance rules, photo documentation standards, and customer sensitivity due to loss from fire, water, or other disaster.
Movers help the contractor:
Handle volume
Move quickly and safely
Maintain order and protection
Avoid damage
Deliver a perfect customer experience
3. Customer Experience Comes First
Your presence affects the customer’s emotional state and trust.
The insured will see:
Every box and item packed
Condition photos
Box locations
Cleaning status
Delivery records
You are part of the experience.
Think hospitality: 5-Star Hotel • Starbucks • McDonald's consistency • Perfection.
If the customer feels safe, respected, and cared for, everyone succeeds.
4. The Pack-Back (Delivery)
During pack-back, contents return home after cleaning and storage.
Your responsibilities include:
Helping load the truck at the contractor’s facility
Assisting with scanning and picking items
Delivering contents safely
Helping place items exactly where they were before
Supporting the contractor in managing customer emotions and expectations
The delivery is the final impression—make it flawless.
5. Core Guidelines for Movers
Deliver a Perfect Customer Experience
Your behavior reflects on the contractor. Every action matters.
Transparency Is Mandatory
Everything is photographed.
Your appearance, tools, vehicle, and actions may appear in documentation.
Do Not Speak Directly to the Customer
All communication must flow through the Job Site Lead.
If the customer approaches you, politely redirect them to the Lead.
Professional Conduct
No smoking on site
No garbage left behind
Wear proper footwear, uniforms, and shoe covers
Keep work areas clean
Never wander the property
Theft is Zero-Tolerance
Any suspicion involves authorities.
Contractors may inspect the cab of your truck. Non-compliance ends the relationship immediately.
Never Stand Idle
If you’re not actively working, ask the Lead how you can help.
Standing still reduces your chances of being hired again.
Barcode Awareness
Before moving anything, look for a barcode.
Only move items that have been inventoried and scanned.
Truck Loading / Unloading Documentation
Contractors will photograph:
Your truck during loading
The cargo area before closing the door
The cargo area upon arrival
The empty cargo area after unloading
This protects everyone.
Protection of Contents
Wrap large items properly
Alert camera operator of pre-existing damage
Move boxes as if they contain fragile goods
Secure all items in the truck
6. SOP for Movers (Step-by-Step)
A. Be Prepared Before Arrival
Perform vehicle safety checks
Wear approved footwear and clean uniforms
Confirm addresses and job details
B. Arrival at Job Site or Warehouse
Find the Road Lead or Warehouse Manager
Have them sign to confirm arrival time
Only communicate with designated Leads
Ask where to park
Review the contents volume and layout
Determine whether multiple trips are needed
Ensure pathways are safe and clear
C. On-Site Behavior
Wear shoe covers indoors
Stay on runners
Use proper protection on large items
Alert the camera operator if damage exists
Return displaced items to original positions
Ask the Lead before:
• using the washroom
• smoking
• moving anything not assigned
D. Truck Loading
Verify barcodes before moving items
Secure all contents
Allow the contractor to photograph the load
Expect the contractor to apply a lock or seal
Have the Lead sign paperwork and departure time
Call your office for final destination instructions
E. Truck Unloading (Job Site or Warehouse)
Register arrival time with the Lead
Have the Lead photograph the lock before opening
Allow inspection of the cargo area
Place items exactly where the Contractor instructs
Unwrap blankets only after placement
Assist with assembly when needed
Have the Lead inspect and sign paperwork
Let the Lead photograph the empty cargo area
7. Final Expectations
Movers must be:
Respectful
Fast
Safe
Organized
Proactive
Invisible when appropriate
Helpful when needed
Above all — be compassionate.
Some customers are dealing with traumatic loss.
Your professionalism can turn a stressful event into a moment of relief.
Deliver a perfect customer experience, and contractors will call you again.