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Lauch Date: 9/11/2018

Last Update: 7/24/2020

Author Name: Stuart McIntire

Author Title: VP of Operations

Version: 1.2

Procedure

This is a queue managed by Vendor Operations’ / Vendor Resources. The purpose of this queue is hold jobs for attempts at a later, defined date.

Assigning into the queue

When assigning jobs to the Need Delivery Delay queue, you will need to enter a Need Delivery Delay date, this is the date we want to assign the job back into the field. (This date should be 2 business days before the date to attempt. Example 1 : If we have a hearing at which an attempt needs to be made on 01/05/2018, we will want to use 01/03/2018 as the Need Delivery Delay date. Example 2: If we delay service because a vendor is on temporary leave, we set the date for their expected return date. Make sure the field sheet clearly states instructions for the vendor, including date, time, location, etc for attempts.

Working the queue

1. Open the queue and sort by Need Delivery Delay Date.

2. Open any job with a Delivery Delay date of today.

3. Review charges and events to see why attempts were delayed.

4. If previous attempts were made at the same address, assign the job back to the same vendor that made previous attempts if they are eligible to receive work.

5. If previous vendor is ineligible to receive work, use the Ready for Service button to assign to a new vendor and delete previous vendor’s commission.

5.a. If vendor is on voluntary leave, the maximum hold time is 14 days from the initial hold. If a vendor has made attempts, but is not planning to return within 14 days, the job must be reassigned.

5.b. If 5a is true, a phone call followed by an Intercom Chat needs to occur. Advise vendor that due to length of time they are on leave, we are having to reassign said job.

5.c. If 5a. is true, commissions must be deleted from previous vendor.

6. If no previous attempts were made, use the Ready for Service button to assign to a vendor.

7. If Ready for Service button does not assign the job, use the Locate Vendor process to assign.

8. If we have a specific time and date to attempt, contact vendor to make sure they can accommodate special requirements. Notate the job that vendor was contacted and agreed to attempt. If vendor is unable to attempt, continue searching for a vendor that can.

9. If the job has a due date approaching, contact the vendor to advise of the due date.