CCIS Technician Orientation

Operations Overview

Welcome

Join Our Team

Providing you the knowledge, training, and support
to guarantee success!

Who is CCIS?

Cross Country Installation & Service offers a nationwide labour force that provides installation, service and maintenance to an endless selection of business applications.

We offer to our customers:

  • Over 100 skilled Technicians available across Canada
  • Over 6 years of experience starting in the Janitorial and Sanitation industry
  • Experience with small, one-time work orders to projects with over 3,000 locations
  • One point of contact through our Operations Team
  • Web-based work order process system for status updates
  • Clear police background checks for all of our Field Service Technicians
  • The ability to partner with CCI U.S. for complete North America Coverage.

Success & Experience

Over the past 11 years we have continued to grow and prosper; the key to our success is our Technicians. Cross Country Installation & Service (CCIS) is committed to providing a well-trained, national network of skilled technicians to service the needs of our customers across Canada.

Below you will find only a selection of the companies that we are proud to partner with such as Gojo, Kimberly-Clark, and Procter & Gamble. as well as a sample  of those we have installed in.

A sampling of some of the companies we have installed for, such as Pizza Pizza, Sobeys, and Petro Canada  is also included below.

Who's Who

Meet the CCIS Team

With most service companies every role within our team needs to wear many hats! We will try to ensure that you know exactly who to reach out to when you have questions, but we hope that you will never be afraid to pick up the phone and call any one of us!

For simplicity- our goal is to have 'One Voice' to our Technicians. For nearly everything you will encounter it will be the Operations Coordinator (East or West) that will be your main point of contact. So don't be shy- call Angela or Shelly at any time!

Communication Procedures

Here is a quick view of what each of the roles within our team are responsible for:

Angela & Shelly (Operations Coordinators)

  • Work order management

  • Communications

Scott (Director of Operations)

  • Manage daily operation
  • Technician relations
  • Client relations

Ken (Project Manager)

  • Project development
  • Project tracking
  • Account management

Al (Service Manager)

  • Technical support
  • Training

Darlene & Julia (Accounting Department)

  • Invoicing

  • Payment
  • Confirmation Sign Off forms

Keelan (President)

  • Sales and Strategy

  • Customer partnership developement 

Untitled multiple choice question

  • Put your answer option here
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‘One call does it all!’

Technician Earning Structure

Pricing:

We strive to maintain consistent pricing practices with our Technicians. However, certain situations or customers may require a pre-negotiated price based on volume, skill required, etc. Each work order will be priced by one of the options below, and the details will be communicated with each work order.

 

Details

Examples

Option 1-

“By the Piece”

  • Toilet tissue, paper towel, hand soap, and hand sanitizer dispensers priced by unit- speed and efficiency drive profitability,
  • Unit price ranges from $3.00 to $30.00 per unit, dependant on dispenser or system being installed.
  • 500 hand soap installed in a hospital
  • average pace: 50 units per day/per person
  • skilled pace: 75 units per day/per person
  • Team of 2 for 3-5 days. Earnings per person: $200- $330 pay day, or $20-$35 per hour.

Option 2-

“By the Job”

  • For reduced unit count work orders, a price per work order will be established.
  • Installing 3 hand soap dispensers in 40 different coffee shops, a flat rate of $40-50 per location (project earning $1,600 as opposed to $480 if at a unit price)

Option 3-

By the Hour

  • Higher skilled installations (Laundry Dilution Systems), emergency service/repair work orders billable at $20 per hour.
  • Visiting a hotel to replace a clogged tube would be a minimum of 1-2 hours, $20 per hour.
  • Installing a new hotel laundry system, 10-16 hours.

Travel

  • Each job is negotiated

 

Other

Projects:

  • Pricing may be negotiated for larger projects including volume or multiple locations.
  • 2,000 units to install at 3 hospitals, guaranteed work, all travel expenses will be waved, and unit price of $3.00 for volume discount.

Performance Expectations

Code of Conduct:

  • Maintain a professional/courteous demeanour at all times.
  • Profanity, smoking, use of illegal drugs, and the consumption of alcohol, while working on a customer site, is strictly prohibited.

Contact:

  • Technicians must maintain a Smart phone or answering service. CCIS will use one of these methods to contact Technicians,
  • Technicians must respond to CCIS within 24 business hours in order to meet our customers’ expectations.

Dress Code:

  • CCIS Technicians must observe a dress code that projects a professional image and does not negatively impact CCIS’s brand. A CCIS shirt, name badge, and lanyard will be provided, and must be worn to all sites.

Communication:

  • Our customers require consistent and timely communication. This includes legible paperwork, completed within 48 hours of job completion, and status updates on scheduling and job completion.
  • Call the office (888-710-2247) for any support or questions.

Key Contacts

Team Member Email  Phone #
TBD TBD TBD
TBD TBD TBD
TBD TBD TBD
TBD TBD TBD
TBD TBD TBD
TBD TBD TBD
TBD TBD TBD

 

Required Tools

Before you get started, each CCIS Technician must carry with them, at all times, the following items. These items are your responsibility and are not expendable to CCIS:

  • Cell phone (smart phone with touch screen capability for work order process,)
  • 3/8" variable speed drill motor – 14.4V, or higher preferred (cordless, hammer option)
  • Extension cord, charger and/or extra battery,
  • ¼” masonry bit,
  • ¼” standard drill bit,
  • ¼” glass/tile bit,
  • Robertson & Phillips drill bits,
  • Utility knife,
  • Hammer,
  • Torpedo level 12”,
  • Robertson, Slotted & Phillips screw drivers,
  • Sharpie marker,
  • #10 1-1/4” Robertson screws,
  • #8-#12 ¼” x 1” anchors (ribbed style)
  • Small brush/dust pan,
  • Safety glasses (where required.)
  • Piano Wire or Similar (can be bought at hardware store)

Recommended Tools

 

Next Steps

In order to move forward, we will require the following:

  1. Sub Contactor Agreement to be reviewed, signed, and returned via email or Toll Free Fax 1-866-415-7840.
  2. Copy of your drivers license and auto insurance information.
  3. CCIS to arrange for a Police Criminal Background check (through MyBackCheck).
  4. Recent photo of face (from shoulders up), for the purpose of a CCIS ID Badge.
  5. Shirt size.
  6. Copy of a void cheque or bank authorization for direct deposit.
  7. General Liability Insurance (if you have it).
  8. All contact information (see form).

If you will be enlisting help for your team all team members must complete the first 5 items listed above. You can remain the primary contact for communication and invoicing. However, any person completing work at a site must have a signed contract, background check and be identified as a CCIS representative in order to be covered under insurance and Workers Compensation.

Thank You

On behalf of the entire CCIS team, we appreciate the time you have taken to review this document. Over the years, we have found that providing as much information up front clears up confusion and sets expectations early on.

 

I truly hope that we are able to develop a long term mutually beneficial relationship, that your skills will provide a level of trust with our customers, and finally, that you enjoy working with our team.

 

If you have any questions or comments, we ask that you reach out to any of us; we are here to ensure that you are successful!

 

Thank you once again,

Keelan Robinson

President, CCIS

Basic Working Procedures

Staging: The First Step

Arriving at the location:

  • You arrive on time as previously arranged; if going to be delayed please contact the office immediately.
  • Ask for the site contact, and introduce yourself; present your CCIS photo ID.
  • Request a site walk through or site map, if required.
  • Go to the staging area where products and dispensers are located.
  • Count all products and document quantity and parts included
  • Prepare everything for installation.
  • Have all the right tools.
  • Make sure you have a “CCIS Confirmation sign off form” (this form will be included in the original e-mail, please carry copies of blank Sign Offs as back up).
  • Move all supplies to the first installation site within the location.
  • Have hair net and beard nets (food services) or hard hat, safety glasses or steel toed boots (construction,) as required.

Installations: The Second Step

Installation guidelines:

  • Ensure that the end result is aesthetically pleasing. Ensure dispensers are level, previous holes are covered or filled, etc.
  • Leave your work area as clean as when you found it; no dust or debris.
  • Follow the ADA (American Disabilities Act) guidelines when required (a copy will be sent to you) to ensure wheelchair access to all dispensers.
  • Use superior fastening hardware. Always carry extra screws and plugs, many provided with the units will not be suitable for all wall applications.
  • Ensure that the unit is being installed with the end user in mind, (easy reach or access).
  • Never dispose of old chemicals/product down the drain.
  • Box up old product and old dispensers separately (using the boxes from the new units).
  • Ask the site contact where they would like you to leave the old units & product for them to dispose.
  • Have the site contact sign the sign off form; invoices cannot be paid without an authorization from the site. If there is no site contact, please make note of that, take pictures of the install, and notify the Operations Team.

Work Order Procedures

Steps to Complete Work Order:

  1. Dispatch will e-mail and call you with details of a work order, including pricing and timing.
  2. Tech acknowledges that they will accept the job (must be within 24 hours of receiving the details.)
  3. Dispatch will call the installation location to book/confirm the appointment, tech can call to confirm day prior.

IMPORTANT: Must make certain that dispensers and products are on site before you attend; IF not on site, please advise CCIS office.

  1. Complete the installation.
  2. Secure a sign off at the end of ALL installations and prepare invoicing within 48 hours of having completed install and email (or fax) along with Sign Off form to CCIS.

Note: CCIS is planning to launch a new web-based work order system that will allow:

  • Techs to receive work orders via web site or smart phone,
  • Capture signatures for the sign off form via a smart phone,
  • Upload a Sign Off automatically,
  • For Techs with a smart phone/touch screen, this system will save administrative time, eliminate all paperwork, and speed up payment processes.

Invoicing Procedures

Reporting:

Once a work order has been completed, it is the responsibility of each Technician to submit an invoice and a copy of the “CCIS Confirmation Sign Off Form.”

  • All technicians are responsible to submit invoices to accounting@ccis-service.com within 48 hours of job completion.
  • Technician invoices will be paid on the 15th and 30th of each month (or as close as possible based on day of week,) based on invoices arriving at office as per above instructions.
  • Confirmation Sign Off forms MUST accompany invoices as CCIS will not process an invoice without one.
  • All reporting should be timely, precise, and detail oriented.
  • Document anything that is outside the norm on the invoices.
  • Approval is required from Dispatch on travel time, ‘wasted trips,’ waiting time, or extensive travel km’s not indicated on original work order.
  • Note: a wasted trip is when a Technician schedules an appointment, confirms that the product is on site and, upon arrival, the work cannot be completed.

Invoicing Checklist

It is critical to keep accurate records and invoice correctly. This helps streamline our internal client invoicing process, keeps your records tidy and gets you paid without potential delays due to discrepancies.

All invoices must have the following information for each job to avoid any delays in payment:

  • Location address in full (name, street address, city)
  • Exact items being installed with amount installed. Please be as specific and detailed as possible.
  • Installation date.
  • Details on chargebacks if applicable, including receipts attached to the invoice.
  • Completion (project complete, need to go back, not complete, out of stock, etc.)
  • Signed sign-off sheet attached to the invoice
  • Complete site sign-off form.
  • Send in invoice and all back-up to accounting@ccis-service.com or fax to 866.415.7840.

Payment Terms:

We are committed to paying our installers as quickly as possible! Please note the following payment times for properly completed invoices:

Invoice Received by CCIS                                                    Payment Within

Within 48 hours of job completion:                                       15 Days

Over 48 hours:                                                                           30 Days

Invoice Template Video

(Instructional Video demonstrating how to use Invoice Template)

Health & Safety Policy

Health & Safety Introduction

The following rules are in place for the protection of sub-contractor, as well as for the protection of CCIS, its  personnel, clients and facilities. It is the responsibility of the sub-contractor to ensure all personnel working for the contractor (including subcontractors & trades) are aware of and adhere to the following requirements. Compliance with the following rules is expected at all times. Failure to comply with all of these conditions could result in removal from a job site and/or termination as a CCIS technician.

Any questions or concerns regarding the following rules and procedures are to be brought to the attention of __________. 

General Requirements 1/2

  • Each day, all Technician’s will report to their job location, based on supplied work order from office. Tech’s must complete a site sign off, signed by site manager and tech, prior to leaving site.  As well, all tech’s must complete the online Daily Update, prior to end of day, and submit.
  • All Technician’s must have signed sub-contractor agreements on file with CCIS, as well as completed Police Back checks.  WSIB coverage and Liability insurance through CCIS is only applicable once contract is signed.  Failure to have signed contruiact the sub-contractor can be held liable for any and all damages he/she may incur.  No work order should be issued to technician prior to contract and all other hiring documents are complete.
  • Technicians will be orientated to site prior to the start of work, when and where possible. Tech’s, once orientated to the site, will agree to work in accordance to locations guidelines or specific rules.  For example; hospital guidelines for wearing gown and gloves to enter certain rooms or sterilizing tools prior to entering a room.
  • All work performed will be in accordance with the CSA Standard Z317.13-07, Infection Control during Construction or Renovation of Health Care Facilities. Please review this Standard and sign off that you have read and understand the Standard and that work will be performed in accordance with it.
  • Fighting or physical, boisterous behaviour on any site is prohibited. Participants in an altercation will be subject to disciplinary action, up to and including removal from site and possibly removal as a CCIS technician.
  • Knives used for job activities are the responsibility of technician, and must be kept sheathed when not in use.
  • Violation of any safety rule or legislation may lead to removal from site based on sites and/or CCIS discretion.
  • Obey all safety and warning signs.

General Requirements 2/2

  • Proper footwear is required while working in a scenario where there is a risk of foot injury or requested by site (CSA Steel Toe Shoes or Boots; no sneakers or sandals).
  • Smoking is strictly prohibited inside site buildings. If you are a smoker please abide by the sites designated smoking areas.
  • A general condition of good housekeeping must be maintained in all work areas at all times. The contractor must:
  1. Clean up any dust that may result from drilling for installations
  2. Must clean up any spills/debris/dust that results from transportation of equipment or construction
  3. Clean up any debris left from old dispenser, including the old dispenser itself
  4. Maintain a clean and organized working area where product is staged/stored, including removal of all cardboard or debris daily
  • Report any unsafe conditions to the site manager or to CCIS office personnel
  • Possession of alcohol or illegal substances while on any site is strictly forbidden. The effects of alcohol and drugs can affect the safety of both the worker and their co-workers. Anyone found in possession of, or under the influence of such intoxicants may be referred for rehabilitation, and will be subject to disciplinary action up to and including removal from the site and termination as a CCIS technician.
  • Hand tools must be kept in good condition.  Replace damaged tools to avoid any incidents
  • Hardhats, goggles, safety glasses and other types of personal protective equipment, as determined by the work being performed, must be worn and maintained in good condition. Failure to do so may result in removal from site.
  • Hearing protection may be required in designated areas of a site (look for posted signs).
  • Be aware of and avoid wet floors; walk around them if possible. Otherwise, use extreme caution if you must walk through the wet area. Seek correction of the problem if the assigned work area is wet and slippery.

Emergency Management 1/2

Hospitals utilize the standardized Codes set by the Ontario Hospital Association to state emergencies. Each code is denoted by a color and a subsequent emergency.

 

Emergency Response Codes

Code Blue

Cardiac Arrest/Medical Alert

Code Red

Fire

Code Green

Evacuation

Code Orange

External Disaster (Pandemic)

Code Yellow

Missing Person

Code Amber

Missing Infant/Child

Code White

Violent Situation

Code Purple

Hostage Situation

Code Black

Bomb Threat/Suspicious Package

Code Brown

Hazardous Spill

Code Pink

Paediatric Arrest

Code Grey

Infrastructure Loss of Failure (Air Exclusion)

 

 

Emergency Management 2/2

Some hospitals have an internal number reserved for immediate life threatening and/or safety issues. This number should ONLY be used to illicit a critical emergency response.

  • When any worker sees or hears an emergency occurring it is the responsibility of that person to dial internal number or let a nurse or doctor know immediately.
  • Provide Communications with your name, nature of the emergency, location of the emergency and any other pertinent information. Assistance will be given as quickly as possible.
  • If there is an emergency situation at the Centre, staff will direct you on the proper procedure. If assistance is required during any situation, individuals should ask an employee for help.  If you hear on the overhead speakers “Code” followed by a colour, please remain in your area or return to your area if it is safe to do so.

Fire Safety

A fire alarm may be heard when at a site. This could be a fire drill, a false alarm, or an actual emergency. Exit the building via closest exit or remain where you are until directed otherwise by site staff or fire department. Do not move throughout the site unless directed by a staff member or fire department staff.

All subcontractors are required to locate and be able to use life safety equipment including fire pull stations and extinguishers. Fire exits are generally marked clearly throughout any job site.

Workplace Violence

It is the responsibility of anyone on a job site to prevent violence in the workplace.

All technicians and in most cases site staff are expected to adhere to the requirements of the Violence Prevention Policy and Program.

Types of violence that are not acceptable on site include but are not limited to:

  • Domestic Violence
  • Physical Abuse, hitting or attempting to hit a worker
  • Sexual Violence, touching or advances
  • Verbal threats or psychological abuse
  • Bullying

Injuries

All injuries are to be reported immediately to CCIS.

Tools & Equipment

  •  Tools and equipment should be secured and put away when not in use.
  • Tools are not to be left unattended at any time when on a job site.  It is the technicians responsibility to ensure all tools are secure and accounted for at all times.  Locations such as health care facilities have strict guidelines with regards to tools due to the dangers patients may inflict upon themselves or others if they should get their hands on anything, including a dropped screw. 

Hazardous Materials

  • Anyone working on site must hold a current record of WHMIS training. (In progress)
  • Technicians must be aware of any dangers from chemicals they are handling and the guidelines on how to handle them, including storage and installation requirements.
  • For WHMIS-controlled materials brought on site, the company supplying must bring a current MSDS and ensure the material is properly labelled, and stored at all times. A copy of the MSDS must remain on site at all times.
  • All hazardous materials, sanitizer or soap, related to the job may require the Technician or Service Providers to upon completion of work.