After you have had time to review your Welcome Package, we will ask you to sign and return a contract so as to receive payment.

Transcription

1 RE: Welcome Package 2011 To: All Partner Franchises Everyone at DH Storm Team wishes to extend to you a warm welcome to our team. We are looking forward to enjoying a rewarding and profitable partnership with you. To that end, we have prepared this Welcome Package. Within its pages you will find the details of Storm Team procedures as well as answers to frequently asked questions. After you have had time to review your Welcome Package, we will ask you to sign and return a contract so as to receive payment. We would like to get started by familiarizing you with our various departments and staff members: 1. David Hughes Owner, Operator, and Coordinator 2. Sandie Hughes and Millie Winters Assistant Field Coordinators 3. Dino DiNatale Storm Monitor Operator and Upload Specialist 4. LouAnn Toto Collections Specialist 5. Greg Kwaka Administrative Assistant 6. Thedra Gittings Financial and Payment Administrator Each Storm Team member is here to ensure that each and every storm event run as smoothly as possible. However, we greatly require the assistance and cooperation of every franchise (host and production) to aid us in achieving this goal. Therefore, we respectfully ask that you carefully read and follow all the directions contained in this package. Thank you again in advance for your all of your hard work and cooperation. We are looking forward to a trouble-free yet lucrative storm event. Sincerely, DH Storm Team LLC 1

2 Production Section Thank you for partnering with DH Storm Team to assist as many people in the affected area as possible. This section is designed to explain to you exactly what you can expect from Storm Team as well as what is expected of you to ensure all jobs are completed and collected in an organized, efficient and effective way. A sample of the various documents and reports you will need follow this section. After reading, please sign and return the contract entitled Corporate Storm Site Response Participation. Production Procedures 1. Leads a) Leads are dispatched by means of or text message or both as they are received. There is no need to contact us requesting additional work. b) All clients must be contacted with one hour of your receiving the lead. Whether leaving a message or at the end of the conversation, leave your contact information contact name and return phone number. c) If a message was left, continue to attempt to contact the client for three days. If you receive no response at the end of three days, report the lead as cancelled to one of the Field Coordinators via . d) Cancelled leads must be submitted via the day of cancellation. Please include the following information: who you spoke to, date, time, and reason for cancellation. 2. Sales a) Leads are provided as an avenue for you to get started b) Initiative is encouraged please use every opportunity to promote yourselves and acquire additional work; ask for referrals to friends, family, and neighbors; approach businesses and ask for their business 3. Initial Contact 4

3 a) Clearly introduce yourself upon arrival always give the client your first and last name and contact phone number. Please explain that you are there to perform emergency services only. b) Verify you are speaking to the homeowner or at least the responsible party who is authorized to make decisions and legally sign the paperwork. c) Determine whether or not this is a self-pay or an insurance claim. d) If the client is paying for your services, explain the 50% is due at the start of the job and the remaining balance is due when work is complete e) If the client want to submit the claim to their insurance provider, explain that their deductible is due at the start of the job unless you speak with an adjuster who says otherwise. Obtain all pertinent insurance data name of insurance provider, claim #, and adjuster s name and contact information. Before starting the job, attempt to contact the adjuster to find out what is covered and if there is any other facts you need to know that will affect the collections process. f) Have the responsible party sign all applicable paperwork. Then, leave the client copies with them along with your contact information. 4. Paperwork *Note: please use the folder provided in the water file folder for client documents. a) Where franchise information is requested, always fill in DH Storm Team LLC. Sections for dba should also be completed as DH Storm Team LLC. The name of your franchise should not appear on any documentation while you are working under DH Storm Team LLC. b) Authorization to Perform Services: this can only be signed by the homeowner, property manager, landlord, or a party legally authorized to act in behalf of the owner. The form should have the same date as your arrival. State Farm has their own form and it differs for every state. You must use the form for the state you are working in. Also, State Farm requires an Authorization to Pay form to be signed upon job completion. 5

4 c) Inspection Report: all rooms need to be labeled and drawn as they are actually laid out. All monitoring locations and machine placements need to be marked with an box or a triangle. The top section of the form must be completed in its entirety. d) Monitor Report: take moister readings for every room you work in. Do not forget to record both floor and wall readings. If floors or walls are removed, then readings should be recorded for the sub-floors and studs. Always calculate and record grains per pounds. The arrival date and initial readings dates should always be the same. If you are not able to record readings one day, note the reason on the monitoring report under the appropriate date (Example: Customer unavailable). e) Customer Equipment Responsibility Form: dehumidifier readings must be completed for every machine placed. The amount of equipment placed must match the amount of equipment on this form, the inspection report, and the monitoring report. f) Certificate of Satisfaction: every job needs to have one completed at the end of the job. If the client is not available at the conclusion of the job, contact them via or phone and request they complete, sign, and return the form to you. g) Provide the homeowner with a MSDS form for any professional cleaning or chemical products used. 5. Estimates Note: estimate. please complete and submit a drying workbook when submitting your a) Scanner 1 Pricelists are broken out by state and area for non-national accounts; most national accounts have their own pricelist. Please inquire as to the proper pricelist before completing the estimate. 2 All labor charges and any equipment and price deviations need to be explained in the notes section under the line item. 3 the drying equipment should be listed in the room where they were placed 6

5 4 after hours pricing should only be used if the client cannot accommodate you during normal business hours; then, the additional charge should be explained and approved of in advance 5 any qualifiers must be approved of in advance either by the client or the adjuster otherwise, these will disputed and will not be paid; then an explanation of the charge should be properly noted on under the line item 6 any outside charges (dumpsters, storage units, fuel for generators, etc.) must be supported by receipts and copies of these receipts should be submitted with the file while the original should be retained for your records b) Xactimate 1 a sketch needs to be completed and sent with every estimate 2 Pricelists are broken out by state and area for non-national accounts. State Farm and Liberty Mutual use their own pricelists no substitutions are permitted. 3 All drying equipment needs to appear on the estimate in the room they were used in 4 - after hours pricing should only be used if the client cannot accommodate you during normal business hours; then, the additional charge should be explained and approved of in advance 5 - any outside charges (dumpsters, storage units, fuel for generators, etc.) must be supported by receipts and copies of these receipts should be submitted with the file while the original should be retained for your records 6 - any qualifiers must be approved of in advance either by the client or the adjuster otherwise, these will disputed and will not be paid; then an explanation of the charge should be properly noted on under the line item 7 Charges based on labor hours should be avoided. (Example: when hauling debris, do not put the charge under general labor; instead use the haul debris charge) c) General Items 1 There are limits to what flood insurance will pay remember this when considering each job. For instance, heat drying is seldom paid for if you use this 7

6 method of drying be prepared to explain why this was the only option. Air scrubbers are never covered by flood insurance nor will they pay to for decontamination equipment. Note: personal protection equipment charges may not be covered by flood insurance. 2 You need to be prepared to support more than five days of drying and you must get the adjustor s permission. 3 If you bag materials or debris you cannot charge for trash bags as a separate line item; the insurance company considers the trash bags paid for in the hauling debris charge 4 Always inform customers of any charges that may not be covered by flood insurance; if you procure their agreement also get a signature 5 We encourage as much communication with the adjustor as possible up to and including submitting the estimate. All estimates should use the appropriate price list and have the following heading: DH Storm Team LLC P. O. Box 250, Avondale, PA, Phone: (610) Fax: (610) EIN: We reserve the right to remove any mobilization or other charges if questioned or disputed by the homeowner or insurance provider 6. Photos a) Always take a photo of the front and rear of the house b) Take pictures of the loss site BEFORE any work begins c) Include photos of your performing the work and of all equipment after setup d) Have a picture of your crew spraying or applying any professional cleaning or chemical products e) Take pictures of all bags of debris before they are disposed of to support the charges on the estimate 7. Payments a) ALL payments are processed through DH Storm Team 8

7 b) Bring checks to a Field Coordinator every few days; upon receipt you will be asked to list each check on a register which is to be signed by both you and the Field Coordinator as proof of receipt by the Storm Team c) Credit Card payments are to be sent to a Field Coordinator daily; each transmission should include the name, address, card #, expiration date, security code (American Express security code is a four digit number on the front of the card), and amount to be charged; if possible, please have the client complete and sign a Credit Card Authorization form (recommended but not required) a copy of this form accompanies this package d) Storm Team is also equipped to accept e-checks an E-check Authorization form has been included with this package; if completed, they should be forwarded to our office ASAP to ensure a timely receipt of payment e) if you sell a self-pay job but fail to collect payment, you will forfeit the 5% sale because the file will require collection 8. File Audits a) Make a copy of your files before turning them in b) All files must be submitted before you leave the storm site c) Cover Sheet: every file must have an Information Sheet legibly and entirely completed. This includes the complete customer name and address (including zip code), insurance information, payment information, job total, etc. Also include any information our collections department will need to obtain payment such as if the name on the file differs from the name of the person paying and if the billing address is different from the job address. d) Forms are to be placed in the order found at the bottom of the Information Cover Sheet for processing and scanning. e) When turning in files to a Field Coordinator, allow enough time for each file to be reviewed and to answer questions 9. Field Notes a) Do not leave without informing a Field Coordinator 9

8 b) You will receive a list all jobs performed to review; please inform us immediately of any adjustments that need to be made c) After the storm event is complete, you will receive a one page Performance Review 10. Collections and Payments a) All collections and uploads are performed by DH Storm Team; we will contact you if we need your assistance b) You will receive notification from the Storm Monitor that a payment has been received on your behalf. The alert will provide you with the amount due to your franchise. At that time, you will submit an invoice and you will be sent a check for your total host fees collected as of 20 days from the date of payment received. Feel free to collect your Storm Monitor notices together and submit all amounts due on one invoice we leave this to your discretion. However, you are encouraged to treat a storm job like any other job upon completion of the work, submit your invoice(s). c) The payments are calculated as follows: 3.5% for credit card payments; the production franchise s percentage is 85% and the host receives 5% of the balance after all fees are deducted -- Example: total payment received = $100 cc fee (3.5%) = $3.50 Sub- Total = $96.50 Production Franchise (85%) = 82.02; Host Franchise = 4.82 d) If you have any questions regarding a job performed or payment, please contact DH Storm Team at once. We handle all inquiries and/or customer complaints either in the field or from our home office. 10