Team Instructions: Rosters, Schedules, and Book-ons

• These instructions are for all team members, including leads, and must be followed without exception. Non-compliance will result in penalties.

Roster Changes

• All roster changes must be communicated to the client before the shift begins.
• Changes should be clearly highlighted for the client.
• For missed book-ons, especially ASEL, promptly download and attach the relevant email in response to the notification.

Future Schedule Changes

• Clients must be notified in advance of any changes to future schedules including changes for shifts in the following month.

Perfect Book-Ons

• Steps to ensure a perfect book-on:
  • Chase the Officer: Contact the officer 2 hours before the shift via message and follow up with a call 1 hour before to confirm availability.
  • Communicate with the Client: Immediately inform the client of any delays, cancellations, or changes.
  • Submit the Book-On Promptly: Submit the book-on as soon as the officer arrives on-site.
• Controllers must verify the book-on picture of each officer by cross-referencing it with their PARiM profile or official documents. No book-on is complete without this verification.
• Adhering to these steps ensures timely and accurate Book-ons.

Amberstone Book-Ons

• Officers scheduled for Amberstone sites must provide written confirmation that their book-on with Amberstone has been successfully completed.

Officer Documents

• All officer documents, including Right-to-Work (RTW) checks, must be uploaded to PARiM before the shift begins.

Check Calls

• Time-Stamped Selfies are exclusively accepted for check calls.
• Frequency:
  • Hourly check calls are mandatory for most sites.
  • PG sites require 30-minute check calls.
• Recording:
  • Use the check call sheet to document each check call.
  • Green: Officer provides the check call automatically, including the required time-stamped selfie.
  • Orange: Control room initiates the call to the officer.
  • Red: Officer fails to provide a check call for that hour.
• Random Checks:
  • Conduct random checks to ensure compliance.
  • Report any discrepancies immediately.
• Records:
  • Ensure the check call sheet is updated in real-time and maintained accurately.
  • Review the sheet regularly to identify patterns of non-compliance.
• Adhering ensures accountability, site safety, and operational standards.

Random Checks

• Conduct 10 random checks per day (10 for day and 10 for night shifts) to verify the officer is on-site, in uniform, and with appropriate PPE.

Officer Coverage Priority

• Prioritize AK9 officers for coverage using this order:
  • Search PARiM.
  • Check previous records.
  • Share the job in the Internal Group and Ad-hoc Group.
  • As a last resort, contact suppliers.
• For future jobs, continue searching for internal officers even if a supplier has confirmed one, and replace the supplier if an internal officer becomes available.

Shift Stand-Downs

• If a shift is stood down, inform the officer or supplier immediately.
• Update the relevant records on the Google Sheet and PARiM.
• Include this information in the handover notes.

Book-On Table

• Steps for accurate verification and submission:
  • Verify Records: Check internal records and related emails for book-on details.
  • Report Discrepancies: If information is unavailable, promptly notify the client by email.
  • Handling Multiple Shifts: Clearly explain any discrepancies, such as two shifts in records but only one in the table.
  • Ensure Clear Comments: Comments in the book-on table should be detailed and explanatory.

Record Correction and Verification

• Input Records:
  • Accurately record details like lateness, blowouts, removal of hours, and site codes.
  • Clearly document discrepancies in the comments section.
• Drag-and-Drop: Utilize the drag-and-drop feature correctly to organize and update records.
• Adding New:
  • When adding new shifts or sites, ensure all details are accurate.
  • Follow the standard format for officer details and leave PO Number, PO Manager, and Charge Rate blank (Nilpa will update).
• Verification: Regularly review and verify records to ensure accuracy.

Handover Process

• Handovers must be detailed, explanatory, and justify actions taken.
• Both controllers are required to spend 30 minutes together to discuss the entire shift, including completed and pending tasks.

Types of emails and email responses

• Cover Request Response: Acknowledge the request and inform the team that you are working on it.
• Response to Complaints: Acknowledge the complaint and inform the team that you will investigate the issue.
• Change of Schedule Notification: Inform the team of a blowout, adjustments, and request them to review the updated schedule.
• Roster requests: Request the roster for the upcoming week.
• Response in case of Blowouts: Notify the team that the scheduled officer is unresponsive and a replacement is in progress.

Incident Report Form

• A document used to record details of an incident, such as workplace accidents or security breaches.
• Key Sections:
  • Header Section: "Incident Report Form" with organization name, date, and time
  • Incident Details: Location, type, and detailed description of what happened, how, and who was involved, including actions taken
  • People Involved: Names, roles, and contact information of officers, witnesses, etc
  • Witness Information: Names of witnesses and their statements (rephrased for grammar before adding to the report)
  • Injuries or Damages: Details of any injuries or damages sustained
  • Immediate Actions Taken: Steps taken to address the incident
  • Signatures: Reported By and Reviewed By, with the date
• Tips: Use clear language, and ensure form is accessible and compliant.