Standard Operating Procedure
Standard Operating Procedure Rev: (1.0)
CONTRACTOR RECRUITMENT STANDARD OPERATION PROCEDURE SOP Title
Creator
Reviewer
Departmental Procedures
Lacy Kelley-Croft
David Nikrant
Requirements
Review Date
Revision History
N/A
09/23/2014
1.0
SUMMARY
This SOP outlines procedures for contractor recruitment. DEFINITIONS ANM – Area Network Manager ACH – Automated Clearing House an electronic banking network often used for direct deposit Contractor Support Administration Folder – (J :) repair management/networks/Contractor Support – Admin AC – Accounts Payable ERC – Emergency Recruit Contractors POC - HomeServe representative who is the Point of Contact with PlusOne COI- Certificate of Insurance PlusOne – PlusOne Solutions, Inc. Company choose by HomeServe USA to provide insurance Compliance Services, including the collection and tracking of independent servicing companies’ Certificates of Insurance which are required to perform services for HomeServe USA. Contractor/Servicing Company – Represents the independent contracting companies which provide services for HomeServe USA. Neither the companies nor their employess are employed by HomeServe USA as W2 employess; also referred to as “1099 companies.” Optiview-Image Capture Platform used by PlusOne Solutions to store and index all documents for future retrieval in .TIFF or .PDF format.
This document is confidential and proprietary to and shall not be reproduced, transmitted, or otherwise disclosed without written permission from a Home Serve USA management representative.
Standard Operating Procedure Rev: (1.0)
RECRUITMENT PROCESS 1. The recruitment process starts when an area of need is identified. The need can be for one or more of the following reasons: Zip Code Gap- which is that with in a particular area there are zip-codes we do not have a contractor to provide services for. ERC (Emergency Recruitment Contractor File) Usage – When there has been multiple Depth Coverage New Partners 2. Potential Prospects are then identified through various sources including: ERC File Plus One Recommendations Partners Recommendations Customer Recommendations Network Contractor Recommendations Web Searches Google Blue Book ACCH Yellow Pages Local Searches 3. The next step is to compile a list of Leads from the Potential Prospects 4. Once the list is compiled the Leads are then researched through Online Reviews Testimonials License Search via individual State websites BBB 5. The Leads that remain favorable are then contacted, i.e. an initial sales call is made to each lead to determine interest and person of contact. If, during this initial phone call, the Lead indicates they are interested, an email address is obtained and a Recruitment Letter is then emailed to the Lead including: An Introduction Letter – recapping the phone call, identifying how we located the contractor An application (2 pages) And testimonials 1. Downy 2. Messer Plumbing 6. If Prospect declines: i. A “Thank You” email is sent ii. The lead is then possibly also offered the opportunity to be an ERC
APPLICATION REVIEW PROCESS 7. Once the application is received the lead is entered into Impact as an ERC and is coded “Orange.” This document is confidential and proprietary to and shall not be reproduced, transmitted, or otherwise disclosed without written permission from a Home Serve USA management representative.
Standard Operating Procedure Rev: (1.0)
8. The Recruitment Specialist will then contact the Applicant for an interview to discuss the following: a. Hours of operation- are they available 24/7 and holidays b. General Hourly Costs c. Common Call-Out Charges d. General Service Charges e. Expectations f. Have they worked with a warranty company before g. Emergency/After-Hours/Holiday Call-Out Charges h. If they travel, the distance they are willing to travel and charges 9. Once the interview is complete the applications are then ranked according to: i. Prices ii. Enthusiasm iii. If they have worked with a warranty company before iv. Their willingness to comply with all contractor regulations v. Works within needed territory/region/zip code
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If Applicant meets all criteria in Plus One and Costs, Approve to be a Network Contractor If Applicant does not meet all the criteria, Forward on to Area Network Manager (ANM) for decision. The approved Contractor is then contacted by phone call and notified of acceptance, and provided information regarding the next steps in the process of becoming a HomeServe Network Contractor. The Recruitment Specialist then sends a “Welcome Email” to the Contractor including the following: a. W-9 b. ACH Form c. Zip-Code List d. Job Manual e. Contract Once the W-9 and ACH forms are received back from the Contractor a. The first page of the application, the W-9, and the signature page are forwarded to AC to verify the contractor for payment purposes and set-up electronic payments b. The status of Contractor is then updated in Impact to “Prospect” from “ERC” and now coded “Purple” c. The Recruitment Specialist is then to continue to follow-up with Contractor to obtain the remaining documentation to transition the Contractor to a Network Contractor Once all the required information : W-9, ACH, Contract, Zip code list, is received: a. The first page of the application, the W-9, and the signature page are forwarded to AC to verify the contractor for payment purposes and set-up electronic payments, if not previously done. b. The status of the Contractor is updated in Impact to “Network Contractor” Once a signed Contractor Agreement has been received the Recruitment Specialist is to place a phone call to the Contractor and verify all contact information is correct, how they prefer to be paid, and verbally explain the next steps, including the compliance requirements of: technician screenings, required insurance and licenses and that PlusOne will be responsible for collecting and maintain the necessary documentation. A third email is also to be sent, reiterating what was told in the phone call, as well as including Impact contractor portal set-up instructions, and advisement of available portal training if requested. The Recruitment Specialist is to then send an email to the HomeServe Point of Contact (POC ) with PlusOne, Elizabeth Rodriquez, to begin the compliance process. The email should contain: a. Copy of the application b. Copy of the contract c. W-9
This document is confidential and proprietary to and shall not be reproduced, transmitted, or otherwise disclosed without written permission from a Home Serve USA management representative.
Standard Operating Procedure Rev: (1.0)
d. Zip code List e. ACH f. Contractor ID from Impact 16. Once Elizabeth Rodriguez has received the email from the Recruitment Specialist, she will then send an “Authorized 1 page Insurance Requirements Document” to PlusOne by email. Miscellaneous See “Network Contractor Compliance Procedures” for the steps required to make a network contractor compliant. ***SOP is subject to change ***Any Exceptions to SOP must be approved by David Nikrant (Contractor Administration Manager or Zalendria Williams (Contractor Support Administration Supervisor)
This document is confidential and proprietary to and shall not be reproduced, transmitted, or otherwise disclosed without written permission from a Home Serve USA management representative.
CONTRACTOR RECRUITMENT STANDARD OPERATION PROCEDURE SOP Title
Creator
Reviewer
Departmental Procedures
Lacy Kelley-Croft
David Nikrant
Requirements
Review Date
Revision History
N/A
09/23/2014
1.0
SUMMARY
This SOP outlines procedures for contractor recruitment. DEFINITIONS ANM – Area Network Manager ACH – Automated Clearing House an electronic banking network often used for direct deposit Contractor Support Administration Folder – (J :) repair management/networks/Contractor Support – Admin AC – Accounts Payable ERC – Emergency Recruit Contractors POC - HomeServe representative who is the Point of Contact with PlusOne COI- Certificate of Insurance PlusOne – PlusOne Solutions, Inc. Company choose by HomeServe USA to provide insurance Compliance Services, including the collection and tracking of independent servicing companies’ Certificates of Insurance which are required to perform services for HomeServe USA. Contractor/Servicing Company – Represents the independent contracting companies which provide services for HomeServe USA. Neither the companies nor their employess are employed by HomeServe USA as W2 employess; also referred to as “1099 companies.” Optiview-Image Capture Platform used by PlusOne Solutions to store and index all documents for future retrieval in .TIFF or .PDF format.
This document is confidential and proprietary to and shall not be reproduced, transmitted, or otherwise disclosed without written permission from a Home Serve USA management representative.
Standard Operating Procedure Rev: (1.0)
RECRUITMENT PROCESS 1. The recruitment process starts when an area of need is identified. The need can be for one or more of the following reasons: Zip Code Gap- which is that with in a particular area there are zip-codes we do not have a contractor to provide services for. ERC (Emergency Recruitment Contractor File) Usage – When there has been multiple Depth Coverage New Partners 2. Potential Prospects are then identified through various sources including: ERC File Plus One Recommendations Partners Recommendations Customer Recommendations Network Contractor Recommendations Web Searches Google Blue Book ACCH Yellow Pages Local Searches 3. The next step is to compile a list of Leads from the Potential Prospects 4. Once the list is compiled the Leads are then researched through Online Reviews Testimonials License Search via individual State websites BBB 5. The Leads that remain favorable are then contacted, i.e. an initial sales call is made to each lead to determine interest and person of contact. If, during this initial phone call, the Lead indicates they are interested, an email address is obtained and a Recruitment Letter is then emailed to the Lead including: An Introduction Letter – recapping the phone call, identifying how we located the contractor An application (2 pages) And testimonials 1. Downy 2. Messer Plumbing 6. If Prospect declines: i. A “Thank You” email is sent ii. The lead is then possibly also offered the opportunity to be an ERC
APPLICATION REVIEW PROCESS 7. Once the application is received the lead is entered into Impact as an ERC and is coded “Orange.” This document is confidential and proprietary to and shall not be reproduced, transmitted, or otherwise disclosed without written permission from a Home Serve USA management representative.
Standard Operating Procedure Rev: (1.0)
8. The Recruitment Specialist will then contact the Applicant for an interview to discuss the following: a. Hours of operation- are they available 24/7 and holidays b. General Hourly Costs c. Common Call-Out Charges d. General Service Charges e. Expectations f. Have they worked with a warranty company before g. Emergency/After-Hours/Holiday Call-Out Charges h. If they travel, the distance they are willing to travel and charges 9. Once the interview is complete the applications are then ranked according to: i. Prices ii. Enthusiasm iii. If they have worked with a warranty company before iv. Their willingness to comply with all contractor regulations v. Works within needed territory/region/zip code
10. 11.
12.
13.
14.
15.
If Applicant meets all criteria in Plus One and Costs, Approve to be a Network Contractor If Applicant does not meet all the criteria, Forward on to Area Network Manager (ANM) for decision. The approved Contractor is then contacted by phone call and notified of acceptance, and provided information regarding the next steps in the process of becoming a HomeServe Network Contractor. The Recruitment Specialist then sends a “Welcome Email” to the Contractor including the following: a. W-9 b. ACH Form c. Zip-Code List d. Job Manual e. Contract Once the W-9 and ACH forms are received back from the Contractor a. The first page of the application, the W-9, and the signature page are forwarded to AC to verify the contractor for payment purposes and set-up electronic payments b. The status of Contractor is then updated in Impact to “Prospect” from “ERC” and now coded “Purple” c. The Recruitment Specialist is then to continue to follow-up with Contractor to obtain the remaining documentation to transition the Contractor to a Network Contractor Once all the required information : W-9, ACH, Contract, Zip code list, is received: a. The first page of the application, the W-9, and the signature page are forwarded to AC to verify the contractor for payment purposes and set-up electronic payments, if not previously done. b. The status of the Contractor is updated in Impact to “Network Contractor” Once a signed Contractor Agreement has been received the Recruitment Specialist is to place a phone call to the Contractor and verify all contact information is correct, how they prefer to be paid, and verbally explain the next steps, including the compliance requirements of: technician screenings, required insurance and licenses and that PlusOne will be responsible for collecting and maintain the necessary documentation. A third email is also to be sent, reiterating what was told in the phone call, as well as including Impact contractor portal set-up instructions, and advisement of available portal training if requested. The Recruitment Specialist is to then send an email to the HomeServe Point of Contact (POC ) with PlusOne, Elizabeth Rodriquez, to begin the compliance process. The email should contain: a. Copy of the application b. Copy of the contract c. W-9
This document is confidential and proprietary to and shall not be reproduced, transmitted, or otherwise disclosed without written permission from a Home Serve USA management representative.
Standard Operating Procedure Rev: (1.0)
d. Zip code List e. ACH f. Contractor ID from Impact 16. Once Elizabeth Rodriguez has received the email from the Recruitment Specialist, she will then send an “Authorized 1 page Insurance Requirements Document” to PlusOne by email. Miscellaneous See “Network Contractor Compliance Procedures” for the steps required to make a network contractor compliant. ***SOP is subject to change ***Any Exceptions to SOP must be approved by David Nikrant (Contractor Administration Manager or Zalendria Williams (Contractor Support Administration Supervisor)
This document is confidential and proprietary to and shall not be reproduced, transmitted, or otherwise disclosed without written permission from a Home Serve USA management representative.
