Duty Managers: Out of Hours Process v2 – January 2012

1. Duty Managers: Out of Hours Process v2 – January 2012 Duty Managers Chris Damsell Kurt Wachter Andy Billington Matthew Young Andy Garside Contracts Mastersheet details response or mobilisation times & list of contracted/retained clients, security access & client specifics, they are prioritised over other call outs Call received from ComXo with detail and transfers the caller to the Duty Manager National contracted client administration given to Contracts department to manage DM’s use a Blackberry to access the email detail from ComXo & review the emergency contacts list ComXo record all call outs & email to the Duty Managers DM’s record the client call out details to the Information Sheet New clients Complete the credit application process & obtain the purchase order Local client administration given to relevant depot to manage DM’s liaise with the client Operational Approach Technical know how 24-7 OHES Experience Health & Safety Risk Assessment PPE Depot/Division Response & Capability Personnel Competencies Vehicles Equipment Respond obtain written authorisation to proceed DM’s liaise with the Subcontractor Determines the response & expertise required, unique specifics of the emergency, & at this time a decision on whether the emergency will be mobilised from internal resources or approved subcontractors Internal Refer to Group/Training Matrix for specific capabilities Related ProceduresComXo ProceduresISO 5 – TrainingISO 7 – Order Handling – GMEE Enquiry to OrderISO 10 – Supplier Assessment Subcontractors Follow and review the Approved List