PuroClean Operations

PuroClean Operations

The day-to-day standards that keep our work smooth and professional

Start

What You’ll Learn

Start of Day / End of Day Forms

Communication Basics

Program Requirements

Requests & Reporting

Employee Reviews

Communication Basics

Clear communication keeps jobs moving and customers confident. This section covers who to contact for what, what information to include, and the simple scripts we use—especially when it comes to scheduling.

The Golden Rules

Right person

Right timing

Right channel

Scheduling: Always the Office

Core rule: Scheduling always goes through the office. What do you say?

• “Scheduling is handled by our office team—please contact the office and they’ll get you on the calendar.”
• “I’m in the field and don’t control scheduling; the office will confirm your appointment time with you.”

What do you do?

• Send a message through ConnectTeam

What you can answer vs What you must refer

Must refer to office/manager:

• Scheduling changes, pricing, insurance/coverage questions, approvals

• Scope changes (“Can you also remove…?”)

• Complaints/escalations that could turn into a dispute

Techs/field staff can answer:

• Today’s work plan / what we’re doing on site

• Basic courtesy updates (“We’re running 15 minutes behind”)

• Next steps without promising dates or costs

Where Communication Lives

TR

CT

Dash

Text Request

Connect Team

Scheduling

Official job record

Direct to client

Internal communication

Client communication

Booking confirmation

Job details

Call/text/in person

After any important thread: log the summary in Dash Notes.

Escalation Triggers

Escalate right away if:

• Safety hazard / contamination concern
• Customer conflict, threats, or refusal of access
• Scope change or anything that affects cost/time
• Equipment failure that impacts drying/production
• Anything you’re unsure you should proceed with

Rule of thumb: If you’re debating it, escalate it.

Professional Tone + Customer Confidence

Keep it simple:

• Be calm, clear, and factual
• Don’t blame other teams or promise outcomes you don’t control
• Confirm next step: “The office will follow up with you soon.”

Mini checklist: Before you send → Is it clear? Complete? In the right place?

Communication Basics

Question 1

Communication Basics

Question 2

Communication Basics

Question 3

Requests & Reporting

When you need something, report something, or request supplies, use the QR codes. These forms keep everything trackable so nothing gets missed.

How to Access the Forms

Two ways to find them:

• Scan the QR sheet (in every vehicle + break room)
• Open the ConnectTeam ‘Course’ (same links)

Rule of thumb: If it’s a request/report, use the form—don’t rely on verbal “hey can you…”

Which Form Do I Use

Incident

Uniform

Equipment Maintenance

Expense

Use When:

• Injury/near miss, property damage
• Unsafe condition,
• Customer conflict that escalated, etc.

Use When:

• Replacement, size change, lost/damaged, additional items.

Use When:

• Equipment (device/tablet/tool) is broken
• Needs service
• You notice an issue

Use When:

• You purchased something for the company and it needs to be tracked.

What happens next

• If it impacts today’s work or safety: submit the form and notify a manager immediately.
• If it affects a job/customer: log a short note in Dash Notes (Dash is the job record and must be updated at key steps).

• Keep it factual: what happened, what you need, and urgency.

Requests & Reporting

Question 1

Start of Day/End of Day Forms

Start and end-of-day checklists protect you and the company by proving our vehicles and gear were inspected, stocked, and handled correctly. They help us catch safety issues early, prevent missing tools at the job site, and speed up management response when something is broken or low. These must be completed every day, even if you’re running late.

Why This Matter

Ready for the job

Vehicle & Crew Safety

No missing PPE/tools at the job site

Catch issues before they become a hazard

Protection from negligence claims

Faster response from management

Proof we inspected and acted

Broken/missing items get addressed sooner

Expectations

• Done daily
• Done even if you’re running late
• Assistant Technician completes daily start and end checklists.
• Forms are accessed via the QR sheets (vehicles + break room) and the ConnectTeam Course (your note)

Start of Day

Enter basicsdriver, VIN last 4, odometer

Outside inspectionCheck any defective items if found. Otherwise check 'none'

Inside inspectionSame rule, defective items only, or None.

Select the outcome If it’s unsafe, choose “Defects need immediate correction. Vehicle will not be operated until done.

Start of Day Walkthrough

• PPE & safety gear
• Jobsite protection
• Documentation tools
• Mitigation essentials

End of Day

Truck resetTrash out, wet items handled, chemicals secured, tanks handled

Equipment accountabilityTablet returned, gear back/secured, cleaned/set

If anything is missingList it + last known location

Charging/basic maintenance “tag out” damaged tools

Restock flagsCheck only what needs restocking

Biggest Mistake: Read the Question

If the question says “Check any defective items if found” you only check what’s defective (or None). If it says “Restock flags — check anything that needs restocking” you only check items that are actually low/missing.

If You Find a Problem

Safety Issue: Choose the unsafe outcome and notify your supervisor immediately.

Maintenance/replacement: The Start of Day form tells you to submit the Maintenance Request if tools/equipment need it.

Missing equipment: Record last known location (don’t guess).

Start/End of Day Forms

Question 1

Start/End of Day Forms

Question 2

Program Requirements

Every insurance program has specific documentation requirements, and missing them can delay payment or leave money on the table. These tools help you confirm what’s required during the job and verify everything is complete before the file is handed off. When we document correctly, we protect the customer experience, the company, and you.

Two Forms, Two Purposes

Reference Form

Completion Form

Use anytime to check what the program requirements are.

Fill out when mitigation is done to confirm everything required is in the file.

Why it matters

This process protects all of us — and it protects revenue. Insurance programs pay based on what we can prove. When documentation is complete and consistent, we get paid faster, avoid kickbacks, and reduce stressful follow-ups after the job is done.

What it does for the team:

• Faster closeouts and fewer denials
• Fewer missed billable items (equipment, monitoring days, specialty work, etc.)

• More consistent quality across every crew

What it does for you:

• Less rework: fewer “Can you go back and get…” requests.
• Less blame: the file shows what happened and why decisions were made.

• More support: if something changes, you’re covered because it’s documented.

Start

Submit

Start with the correct program/route

Non-negotiables (always true)

Photo + support expectations

Exceptions + escalation

How to fill out the form

Follow Along

Avoid rework, leave customers happy and confident

Common Mistakes to Avoid

• Don’t assume requirements are the same for every job/program.

• Don’t skip documentation because it feels repetitive—this is what prevents kickbacks and missed money.

Start/End of Day Forms

Question 1

Start/End of Day Forms

Question 2

Employee Reviews

Employee reviews are a chance to check in, recognize what you’re doing well, and talk honestly about what would help you succeed. We’ll cover what to expect, the questions we’ll ask, and how your feedback shapes training, support, and company culture. This is a two-way conversation—and we want your voice in it.

How it works

Reviews happen twice per yearIt’s a two-way conversation: your input matters as much as the feedback you receive

Meet

Prepare

Next Steps

The Questions We'll Discuss

1. What are your strengths in this position?
2. What wins or accomplishments from this period are you most proud of?
3. If you were coaching yourself, what feedback would you give?
4. What has been your biggest challenge or stumbling block lately?
5. Do you have all the tools you need to do your job?
6. Have you had reasonable training and/or instruction to meet expectations?
7. Do you feel you are able to communicate with me and the rest of the management team?
8. How can I help you be successful in the future?

Compensation Review

We review your current pay rate during the discussion. Outcome is either no change or change recommended (with a reason and effective date if changed). If there’s no change, we’ll be clear about what needs to happen to revisit next time.

What "Great" Looks Like

Reliability

Compliance

Productivity

Communication

Attitude

Teamwork

How to Get the Most Out of Your Review

• Bring 2 wins, 1 challenge, and 1 thing you want to improve

• Be specific about what support would help (tools, training, communication, workload)

• If you want to discuss pay, come ready to explain what’s grown (responsibility, consistency, skills, leadership)

What haveyou learned?

Take Quiz

Wrap Up

Question 1

Wrap Up

Question 2

Wrap Up

Question 3

Wrap Up

Question 4

Wrap Up

Question 5

Wrap Up

Question 6

Wrap Up

Question 7

Wrap Up

Question 8

Wrap Up

Question 9

Wrap Up

Question 10

Great job!

We’re a team, and the process is how we win.

Text Request

Direct to client

Only approved platform for texting customers/clients/contractors/adjusters (no personal-number texting).Keep it professional—this is official customer communication.

Dash

Client communication

Log all customer/client communication as a quick note: what happened + what changed + what’s next.

Text Request

Booking confirmation

Scheduler sends booking confirmation; techs send ETA before leaving (no texting while driving).

Dash

Call/text/in person

If it happened in a call/text/in person: summarize it in Dash Notes (and add screenshots if needed).

Right person: know who owns what (office vs field vs manager)

Dash

Official job record

This is the official job record for notes + documentation (update at key steps).

ConnectTeam

Job details

Shift notes may include key job details + contact info, etc.—check before you roll.

Right channel: use the correct form/system so it’s tracked

Photo + support expectations

Photos must tell the story: before, during, equipment placement, and final condition. Include photos of migrated property and pre-existing damages observed. If it isn’t supported in documentation, it’s harder to bill/justify.

ConnectTeam

Internal communication

Used for job visibility / internal chats / receipts/ HR docs.

Next Steps

At the end, we’ll agree on clear action items: what you’ll focus on, what support or training we’ll provide, and what success looks like. If any changes are recommended (pay, role expectations, training plan), they’ll be documented so there’s no confusion.

Right timing: share updates early—don’t wait until it becomes a problem.

ConnectTeam

Scheduling

Read your shift details/notes (notes are shown on the schedule).

Prepare

Before your review, we’ll send you the questions we’ll be discussing so you can think through your answers ahead of time. Come ready with a few notes about what’s been going well, what’s been challenging, and what support would help you do your job better. If you want to discuss compensation, be prepared to share what responsibilities or skills have grown since your last review.

Exceptions + escalation

If something changes scope/cost/time or there’s a safety/coverage concern, escalate and document the change clearly (what/why/when).

Meet

We’ll sit down one-on-one to talk through your strengths, wins, challenges, and goals. We’ll also ask if you have the tools and training you need, and whether communication with management is working. This is a two-way conversation — we want your honest input.

Start with the correct program/route

Requirements change by program, so selecting correctly is step one.

Non-negotiables (always true)

Customer/job communication and decisions are recorded in Dash Notes. Required job documentation is completed (photos, readings, equipment, etc.).