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SERVPRO® Office

Training Guide
Table of Contents

Table of Contents ........................................................................................ 2

Introduction ............................................................................................... 3

Section 1, Employee Orientation ................................................................. 5

Section 2, Safety .......................................................................................... 6

Section 3, Introduction to SERVPRO and the Cleaning & Restoration


Industry ...................................................................................................... 7

Section 4, Office Administration ................................................................. 8

Section 5, ManagER, ScanER XL, QuickBooks Pro, and Xactimate ............. 11

Section 6, Job Process Training ................................................................ 12

Section 7, Financial Administration .......................................................... 14

Section 8, Technology ............................................................................... 16

Section 9, HR Administration .................................................................... 17

Section 10, Compliance Documentation .................................................... 18

Section 11, Marketing Support .................................................................. 19

Section 12, Personal Development ............................................................ 20

Calendar, Month 1: Initial Training ........................................................... 21

Calendar, Month 2: Financial Training ..................................................... 22

Calendar, Month 3: Personal Development Training ................................. 23


Introduction

The SERVPRO® Office Training Guide is a comprehensive way for you as a new employee to
learn about your job. Within this guide, you will find several sections that will aid in your
training and development as an employee.

First, the Training Guide is a detailed listing of the various items that need to be completed to be
thoroughly trained at your job. These are broken down into sections based on the types of work
you will be doing, such as the fire and water job processes.

Each of these sections is divided into small sections, each of which can be completed at the
beginning or end of the day, or both if you choose. Each lesson is intended to be 20 minutes or
less. This enables you to train on the job while still learning new things. These bite-sized training
segments are not as overwhelming, so you don’t get burned out with training.

Each of the items on the training guide has a section for you to initial when complete. There is
also an area for your supervisor to initial. Once each section is completed, you and your
supervisor both sign at the end of the section to mark it complete. Then, it’s time to move onto
the next section.

In the Training Calendar, you have a road map that lays out your first 4 months as an employee.
This will provide a quick view of the training you can expect on each day. Remember that the
calendar is just a suggestion to go by. If you and your supervisor choose to train in a different
order, you can still use this guide by switching weeks and days as needed. This allows you to
customize the training to fit what you most urgently need to work on.

To use the calendar, simply look at the appropriate day to find the suggested training tasks for
the day. Consult the training guide for an explanation of these tasks.

This calendar is not intended to show the type of work you are doing day-to-day. Rather, it
shows the type of extra training you can do. Also note that this training calendar does not include
weekends.

As these tasks are completed, coupled with your on-the-job training, you will gain a better
understanding of your job.

Now that you have a basic understanding of how the training guide works, let’s look at what
each position should do for training:

Administrative Assistant: Sections 1-12; Calendar months 1-3.


Accounting Clerk: Sections 1-3, 5-8, and 12; Calendar months 1-3.
Office Manager: Sections 1-12; Calendar months 1-3.
As you can see, each job builds on the previous one. As these tasks are completed, along with
your on-the-job training, you will gain a better understanding of your job.

Good luck, and welcome to SERVPRO!


Office Training Guide

Name: __________________________ Date Received: ____________

Section 1
Employee Orientation

This section will take you through all of the initial concerns that must be addressed in your new job.
Most of this section consists of forms and policies that you must sign and understand before starting
work. All of these forms will be supplied by your supervisor.

“OM” is abbreviated from “Office Manager’. In some offices, the OM is the Owner.

Required Resources:
New employee orientation packet.

Employee Supervisor Date


Task Description
Initials Initials Completed
1-1 Review and sign Employment & Non-Compete Agreement
1-2 Review and sign Job Description
Review Employee Handbook and sign Receipt Form
1-3
(including Illness, Vacation, and Time-Off Policies)
Review On-call policies and assign pager/cell phone (if
1-4
applicable)
1-5 Review benefits and details of wage/salary administration
1-6 Review and complete Payroll Forms and Insurance Forms
1-7 Meet other Team Members, learn their roles, and tour work
areas
1-8 Review and sign weekend work policy and on-call schedule

1-9 Review and discuss uniform philosophy and policies


1-10 Measure and order uniforms (if applicable)
Review and discuss training resources and Franchise
1-11
training philosophy

Review and discuss expectations of increasing knowledge of


1-12
the cleaning and restoration industry with the OM

Employee Signature: _______________________________ Completed On: __________

Supervisor Signature: ________________________________ Verified On: _____________

5 New Employee Orientation Activities


Section 2
Safety

This section guides you through all of the safety issues that must be addressed in your new job. Most of
this information pertains more directly to production personnel and is presented for your information. It
is critical, however, to understand more what your fellow teammates are facing in their daily work
environments.

Required Resources:
Safety Manual (#35076)
SERVPRO Professional Cleaning Products Reference Manual (#35026)

Employee Supervisor Date


Task Description
Initials Initials Completed
2-1 Review and become familiar with Safety Manual (#35076).
2-2 Review bloodborne pathogens handling procedures.

2-3 Review online medical evaluation for respirator.

View respirator fit test and review correct usage with


2-4
Owner/Production Manager.
2-5 Review list of all necessary shots for Production crews.
2-6 Review confined-space safety procedures.
Review hazardous communications procedures for informing
2-7
all employees of hazardous situations.
2-8 Review portable fire extinguisher usage and storage.
2-9 Review franchise emergency action plan.
Review with your supervisor the use of Personal Protective
2-10
Equipment (PPE).
Review the Illness and Injury Prevention Handbook (In
2-11
Attachment 2 of Safety Manual).
Review with your supervisor the procedures for reporting
2-12
accidents, injuries, and illnesses.
Review and become familiar with the Introduction to
2-13 SERVPRO Professional Cleaning Products Reference
Manual (#35026).
Review the Material Safety Data Sheets (MSDS) for the core
2-14
cleaning products.
2-15 Review safety procedures for operating equipment.

Employee Signature: _______________________________ Completed On: __________

Supervisor Signature: ________________________________ Verified On: _____________

6 New Employee Orientation Activities


Section 3
Introduction to SERVPRO and the Cleaning & Restoration Industry

This section will enable you to begin to understand more about the work SERVPRO Franchisees
perform and SERVPRO’s competition.

Required Resources:
Office Procedure Manual #35521
Estimating Manual #35039
SERVPRO Newslines
Industry Magazines

Employee Supervisor Date


Task Description
Initials Initials Completed

3-1 Review Estimating Manual (#35039)

Review National Accounts, Select Accounts, and ERnet


3-2
policies and necessities
Review Territorial Policy (found in UFOC #29100-AA).
3-3 Review Owner territory(ies) and neighboring Franchise
information
Review last 12 issues of Restoration, Residential and
3-4
SERVPRO Newslines
3-5 Review the Franchise Disaster Preparedness Plan
View Production-based TrainER e-Learning Lessons as time
3-6
permits and review questions with OM / PM
3-7 Review Trainer/Director structure and contacts
Review and discuss types of work performed by Franchise
3-8
with the Owner / OM
3-9 Review and discuss 1-4-8 standard with the OM
Review and discuss Who’s Who / players in cleaning and
3-10
restoration industry with the OM

Employee Signature: _______________________________ Completed On: __________

Supervisor Signature: ________________________________ Verified On: _____________

7 New Employee Orientation Activities


Section 4
Office Administration

This section will educate you on a variety of the responsibilities involved in maintaining the office
functions of a SERVPRO Franchise. Most of this section consists of hands-on training with your
supervisor.

Required Resources:
None

Employee Supervisor Date


Task Description
Initials Initials Completed

Review Office Procedures Manual (#35521) Chapter 4 and


4-1
complete review questions at end of chapter.
Review Office Procedures Manual (#35521) Chapter 5 and
4-2
complete review questions at end of chapter.
Review Office Procedures Manual (#35521) Chapter 6 and
4-3
complete review questions at end of chapter.
Review Office Procedures Manual (#35521) Chapter 7 and
4-4
complete review questions at end of chapter.
Review Office Procedures Manual (#35521) Chapter 8 and
4-5
complete review questions at end of chapter.
Review Office Procedures Manual (#35521) Chapter 9 and
4-6
complete review questions at end of chapter.
Review Office Procedures Manual (#35521) Chapter 10 and
4-7
complete review questions at end of chapter.
Review Office Procedures Manual (#35521) Chapter 11 and
4-8
complete review questions at end of chapter.
Review Office Procedures Manual (#35521) Chapter 12 and
4-9
complete review questions at end of chapter.
Review Office Procedures Manual (#35521) Chapter 15 and
4-10
complete review questions at end of chapter.
Review Office Procedures Manual (#35521) Chapter 17 and
4-11
complete review questions at end of chapter.
Review Office Procedures Manual (#35521) Chapter 18 and
4-12
complete review questions at end of chapter.
Review and demonstrate proper Franchise phone greeting to
4-13
the OM
4-14 Demonstrate call tracking via Call Log to the OM

4-15 Discuss and demonstrate phone message routing to the OM

4-16 Review and demonstrate call screening and routing to the


OM

8 New Employee Orientation Activities


4-17 Review and demonstrate forwarding calls to after-hours
service to the OM
4-18 Review and demonstrate “untying” calls from after-hours
service to the OM
4-19 Review and demonstrate understanding of on-call rotation to
the OM
4-20 Review and demonstrate retrieval of after-hours voicemail to
the OM
4-21 Review and demonstrate handling customer calls requesting
services or information to the OM
4-22 Review and demonstrate use of E-Z Reference Flip Chart /
“My Product Information” in ManagER to answer product and
services questions to the OM
4-23 Review and demonstrate a appointment-setting and
confirmation calls to the OM
4-24 Review and demonstrate a complaint resolution call utilizing
Franchise’s Complaint Resolution Form to the OM
4-25 Review Complaint Resolution Process (ServproNET Bulletin
#2857F)
4-26 Review and demonstrate an add-on call to the OM
4-27
Review and demonstrate customer call-backs to the OM

4-28 Review and demonstrate 6-month recalls to OM


4-29 Review and demonstrate using “My To-Do’s” function in
ManagER to OM
4-30 Review and demonstrate using messages function in
ManagER to OM
4-31 Review and demonstrate using phone call functions in
ManagER to the OM
4-32 Review and demonstrate using Contact Diary in ManagER to
the OM
4-33 Review and demonstrate incoming mail, e-mail, and fax
distribution to the OM
4-34 Review and demonstrate outgoing correspondence
preparation to the OM
4-35 Review file plan outline and filing system
4-36 Review and demonstrate preparing meeting agendas and
minutes
4-37 Review and demonstrate use of company calendar for
tracking vacations, staff meetings, and area meetings to OM
4-38 Review Franchise customer service expectations
4-39 Review and demonstrate inventorying of supplies and
equipment to OM
4-40 Review and demonstrate ordering supplies, products, and
equipment to OM
4-41 Review and demonstrate entering and tracking equipment in
ManagER to OM

9 New Employee Orientation Activities


Employee Signature: _______________________________ Completed On: __________

Supervisor Signature: ________________________________ Verified On: _____________

10 New Employee Orientation Activities


Section 5
ManagER, ScanER XL, QuickBooks Pro, and Xactimate
Office Technologies

This section illustrates the core computer programs which must be utilized each day to successfully
document the jobs being performed and company revenue.

Required Resources:
ManagER On-Line Help/Training
TrainER e-Learning Lessons
Xactimate Training DVD (from Xactware)
Learning QuickBooks for Windows CD (from Intuit)

Employee Supervisor Date


Task Description
Initials Initials Completed
Review Servpro Office Automation Fire Job Process TrainER
5-1
e-learning Lesson
Review Servpro Office Automation Water Job Process
5-2
TrainER e-learning Lesson
Review Servpro Office Automation Introduction to ScanER
5-3
XL TrainER e-learning Lesson
Complete the ManagER Training Modules (SERVPRO Office
5-4
Automation Training Link in program)
Complete the ScanER XL Training Modules (SERVPRO
5-5
Office Automation Training Link in program)
Complete the Xactimate Training Modules (Xactimate
5-6
Training DVD)
Review QuickBooks Documentation (Learning QuickBooks
5-7
for Windows CD)
Complete the QuickBooks Training Modules (Learning
5-8
QuickBooks for Windows CD)
Review and demonstrate entering Vendors in QuickBooks to
5-9
the OM

5-10 Review and demonstrate paying bills in QuickBooks to OM

Review and demonstrate daily bookkeeping functions in


5-11
QuickBooks to OM
Review and demonstrate preparing deposits in QuickBooks
5-12
to OM

Employee Signature: _______________________________ Completed On: __________

Supervisor Signature: ________________________________ Verified On: _____________

11 New Employee Orientation Activities


Section 6
Job Process Training

The core function of all SERVPRO Office employees is maintaining accurate and complete job file
documentation. Almost all work performed by office personnel ties back in some way to the SERVPRO
Job Process.

Required Resources:
Complete Water Folder
Complete Fire Folder
TrainER e-Learning Lessons

Employee Supervisor Date


Task Description
Initials Initials Completed
Review Office Job Process Overview e-Learning Lesson and
6-1
discuss with OM
Review and demonstrate obtaining jobs from Third Party
6-2
Administrative programs to OM
Review and demonstrate entering contacts in ManagER to
6-3
OM
Review and demonstrate FNOL completion on paper/in
6-4
ScanER XL to the OM
Review and demonstrate Bulletin search on ServproNET to
6-5
the OM
6-6 Review and demonstrate Bulletin evaluation for routing
Review the steps and forms necessary to prepare and
6-7 document a job in the Water Folder and a job in the Fire
Folder
6-8 Review Estimating Equipment and Supplies with OM/PM

6-9 Ride with the OM/PM and observe the Estimating Process
for one day
Review and demonstrate Job Worksheet completion to the
6-10
OM
Review and demonstrate job map / directions preparation to
6-11
the OM
Discuss Franchise guidelines for acceptable notes in
6-12
ManagER/ScanER XL with the OM
6-13 Demonstrate use of Scheduler program in ManagER
6-14 Review Price Lists with OM
Enter scope in ScanER XL for two sample Water Jobs and
6-15
two sample Fire Jobs (minimum 4 rooms each)
Review and demonstrate creating estimates in Xactimate to
6-16
the OM
Review and demonstrate sketching structures in Xactimate
6-17
to the OM

12 New Employee Orientation Activities


Review and demonstrate entering customer information in
6-18 Xactimate to OM
Review and demonstrate uploading documents and images
6-19
into ScanER XL to OM
Review and demonstrate entering data into ScanER XL from
6-20
other estimating software to OM
Review and demonstrate uploading data to SERVPRO
6-21
Corporate to OM
6-22 Review and demonstrate sending an e-Viewer to the OM
6-23 Review and discuss sending estimates to COIs with OM
Read Complete ScanER XL Job File (ServproNET Bulletin
6-24
2913F)
6-25 Review and Print Estimates and Work Orders
Read and discuss National Accounts Guidelines
6-26
(ServproNET Bulletin 2903F) with the Owner / OM
Review and demonstrate entering Water Monitoring
6-27
information
Review and demonstrate confirming Subcontractor forms
6-28
and scheduling to the OM

6-29 Review and demonstrate Job File review and Completions

Review and demonstrate evaluation, tabulation, and tracking


6-30 of customer satisfaction through Certificate of Satisfaction
and Thank-You cards to OM
Review and demonstrate Franchise Thank-You card process
6-31
and communication to OM
Review and demonstrate follow-up of customer/COI concern
6-32
calls to OM
6-33 Review and demonstrate use of “Complaint Log” to OM

6-34 Review and demonstrate tracking of reservices scheduled

Employee Signature: _______________________________ Completed On: __________

Supervisor Signature: ________________________________ Verified On: _____________

13 New Employee Orientation Activities


Section 7
Financial Administration

This section guides your training in some of the financial responsibilities you might perform in your
role. Most of this section consists of on-the-job training with your supervisor.

Required Resources:
None

Employee Supervisor Date


Task Description
Initials Initials Completed

Review and demonstrate processing a credit card payment


7-1
to the OM
Review and discuss 5 most recent Aging of Accounts
7-2 Receivable reports with the OM
Review collection cycle of phone calls and letters for
7-3 collections to OM
Review Franchise procedures for dealing with extremely
7-4 delinquent accounts receivable with OM
Review and discuss the Fair Debt Collections Practices Act
7-5 with the OM
Review and demonstrate payroll process and verification to
7-6
the Owner / OM
Review and demonstrate payroll calculations to the OM
7-7
Review and demonstrate payroll tax calculations and
7-8 deposits to OM
Review and demonstrate Accounts Payable process to the
7-9 OM
Review and demonstrate process for sending invoices for
7-10 direct cleaning jobs to the OM
Review and demonstrate billing in ManagER and
7-11 QuickBooks to the OM
Review and demonstrate what is done with each copy of a
7-12 SERVPRO invoice to the OM
Review and prepare sample royalty reports (Invoice List by
7-13 Royalty Month and Royalty Volume Calculation Report) for
OM
Review and demonstrate comparing invoices to Invoice List
7-14 by Royalty Month Report to the OM
Demonstrate initial and follow-up collection calls and
7-15 documentation to the OM
Review and demonstrate providing expected list of financial
7-16 reports to the OM
Review and demonstrate petty cash management to the OM
7-17

14 New Employee Orientation Activities


Review and demonstrate sending all materials for Royalty
7-18 Report to the OM
Review and demonstrate making adjustments to royalty
7-19 report from a previous month to the OM
Review and demonstrate logging referral fees and
7-20 commission to the OM

Employee Signature: _______________________________ Completed On: __________

Supervisor Signature: ________________________________ Verified On: _____________

15 New Employee Orientation Activities


Section 8
Technology

This section will take you through all of the computer hardware and non-job process-related software
which are part of your new job. Most of this section consists of hands-on training with your supervisor.

Required Resources:
None

Employee Supervisor Date


Task Description
Initials Initials Completed
Review and demonstrate coordination of computer and
8-1 software updates, upgrades, and installation to the OM
Review and demonstrate computer back-ups and tests of
8-2 back-ups to the OM
Review and discuss coordination of Franchise website
8-3 maintenance to the OM

Employee Signature: _______________________________ Completed On: __________

Supervisor Signature: ________________________________ Verified On: _____________

16 New Employee Orientation Activities


Section 9
HR Administration

This section details the Human Resource functions which may be part of your new job. Most of this
section consists of forms and policies that you must deliver to others before they start work. The forms
and materials for this section will be supplied by your supervisor.

Required Resources:
New employee orientation packet.

Employee Supervisor Date


Task Description
Initials Initials Completed
Review and demonstrate new employee documentation
9-1
maintenance to OM
Review and demonstrate required tasks for Employee
9-2
meetings to OM

Employee Signature: _______________________________ Completed On: __________

Supervisor Signature: ________________________________ Verified On: _____________

17 New Employee Orientation Activities


Section 10
Compliance Documentation

Documentation compliance is important in job files and the agreements which exist between SERVPRO
Franchisees and SERVPRO Industries. All of these processes will be explained and demonstrated by
your supervisor.

Required Resources:
Territorial Map
Business Resume

Employee Supervisor Date


Task Description
Initials Initials Completed

10-1 Review and demonstrate tracking of territorial policy to OM

10-2 Review and demonstrate checking NAPA status with OM

Review and demonstrate verifying compliance status with


10-3
Third-Party Administrative programs to OM
Review and demonstrate updating Business Resume to the
10-4
OM

Employee Signature: _______________________________ Completed On: __________

Supervisor Signature: ________________________________ Verified On: _____________

18 New Employee Orientation Activities


Section 11
Marketing Support

This section will understand the role of marketing personnel and how their needs will intersect with your
job.

Required Resources:
Continuing Education Training Courses Kit (#39036).

Employee Supervisor Date


Task Description
Initials Initials Completed

11-1 Review Continuing Education Training Courses Kit (#39036)

11-2 Discuss how to support CE courses with the OM


Review and demonstrate performing theme marketing and
11-3 other mailings to OM
Discuss Franchise public relations activities and
11-4 expectations with the OM

11-5 Review Franchise Marketing material


Review and discuss Franchise public relations activities and
11-6 expectations with OM

Employee Signature: _______________________________ Completed On: __________

Supervisor Signature: ________________________________ Verified On: _____________

19 New Employee Orientation Activities


Section 12
Personal Development

This section is all about reading materials which will help you grow personally and professionally by
understanding important principles. These books may be supplied by your supervisor.

Required Resources:
Time Power
17 Laws of Teamwork

Employee Supervisor Date


Task Description
Initials Initials Completed

12-1 Read Time Power by Charles Hobbs


Read 17 Laws of Teamwork by John Maxwell
12-2

11-3

11-4

Employee Signature: _______________________________ Completed On: __________

Supervisor Signature: ________________________________ Verified On: _____________

20 New Employee Orientation Activities


Month 1: Initial Training
Day 1 Tasks: Day 2 Tasks: Day 3 Tasks: Day 4 Tasks: Day 5 Tasks:
1-1 through 1-12 3-1 through 3-3 3-4 4-18 through 4-35 4-36 through 4-38
2-1 through 2-15 3-5 4-4 through 4-7 5-1 5-2
3-7 through 3-10 4-1 through 4-3 4-13 through 4-17 5-4, 5-5 6-3, 6-4
5-3 10-2, 10-3

Day 6 Tasks: Day 7 Tasks: Day 8 Tasks: Day 9 Tasks: Day 10 Tasks:
4-8 through 4-9 4-10 through 4-12 4-39 through 4-41 6-28 through 6-34 6-21 through 6-27
6-1, 6-2 6-10 through 6-15
6-5 through 6-7

Day 11 Tasks: Day 12 Tasks: Day 13 Tasks: Day 14 Tasks: Day 15 Tasks:
5-6 6-8, 6-9 5-6 5-6 5-6
11-5 6-16 through 6-20

Day 16: Day 17 Tasks: Day 18 Tasks: Day 19 Tasks: Day 20 Tasks:
5-7, 5-8 5-7, 5-8 5-7, 5-8 5-7, 5-8 5-7,5-8
4-14, 4-18, 4-41 5-9 through 5-12

21 New Employee Orientation Activities


Month 2: Financial Training
Day 21 Tasks: Day 22 Tasks: Day 23 Tasks: Day 24 Tasks: Day 25 Tasks:
7-1 through 7-5 7-6 through 7-10 7-11 7-12 through 7-16 7-17

Day 26 Tasks: Day 27 Tasks: Day 28 Tasks: Day 29 Tasks: Day 30 Tasks:
7-18 through 7-20 8-1 through 8-3 9-1, 9-2 10-4 10-1
3-6 3-6 3-6 3-6 3-6

Day 31 Tasks: Day 32 Tasks: Day 33 Tasks: Day 34 Tasks: Day 35 Tasks:
11-1 11-2 11-3 11-4 11-6
3-6 3-6 3-6 3-6 3-6

Day 36 Tasks: Day 37 Tasks: Day 38 Tasks: Day 39 Tasks: Day 40 Tasks:
3-4 3-4 3-4 3-4 3-4

22 New Employee Orientation Activities


Month 3: Personal Development Training
Day 41 Tasks: Day 42 Tasks: Day 43 Tasks: Day 44 Tasks: Day 45 Tasks:
12-1 12-1 12-1 12-1 12-1

Day 46 Tasks: Day 47 Tasks: Day 48 Tasks: Day 49 Tasks: Day 50 Tasks:
12-1 12-1 12-1 12-1 12-1

Day 51 Tasks: Day 52 Tasks: Day 53 Tasks: Day 54 Tasks: Day 55 Tasks:
12-1 12-1 12-2 12-2 12-2

Day 56 Tasks: Day 57 Tasks: Day 58 Tasks: Day 59 Tasks: Day 60 Tasks:
12-2 12-2 12-2 12-2 12-2

23 New Employee Orientation Activities