Coronavirus (COVID-19) Response

Hello Service Provider Network:

The health and safety of our employees, service providers, and consumers is our first priority. We have teams in place at local, regional and global levels continually staying on top of developments, and the safety of our people and our valued consumers who allow our products and services into their homes is always their focus. In that regard, we have taken several strong actions in response to the rapidly evolving coronavirus outbreak.

We are closely monitoring the World Health Organization’s (WHO) and Centers for Disease Control’s (CDC) guidelines and recommendations on the steps we can take to help prevent the spread of the virus. We have shared specific guidance with our employees on the importance of respecting social distancing, proper handwashing, and personal hygiene.

We are also reinforcing that our people stay home if they feel sick. Per CDC recommendations, we are requiring employees who have traveled to high-risk locations or have been exposed to others who have traveled to high-risk locations to stay at home/self-quarantine. We are taking extra measures, in line with CDC guidance and local policies, to keep our employees safe and enabling technology for remote work capabilities where possible.

Here are the steps that we are initiating in our Contact Center. (Question 3 is no longer required.) 

 

When a Consumer calls for service, our Contact Center will: 

Q1. Ask consumers if anyone in the house has been diagnosed with COVID-19 or has common COVID-19 symptoms, such as fever and dry cough or other respiratory issues.

Q2. Ask if anyone in the house has come in contact with someone diagnosed with COVID-19, or someone quarantined for suspected COVID-19, over the past 14 days.

Q3. Has anyone in the home traveled by commercial air or mass transit (e.g. national/regional rail or long distance bus service) in the past 14 days?

Note: We will document this in the special instructions field of the dispatch. If the consumer answers "yes" to either of the questions, we will have them call back to schedule in 14 days.

 

Service Network Actions: We ask Service Providers to have their dispatchers and technicians follow the two processes below:

Process 1

For already scheduled appointments, dispatchers and technicians should check the special instructions field for Q1 & 2 responses from the contact center. If there are no notes found, please have dispatchers and/or technicians ask the questions below of consumers before entering the consumer's home.

Questions: 

Q1. Ask consumers if anyone in the house has been diagnosed with COVID-19 or has common COVID-19 symptoms, such as fever and dry cough or other respiratory issues.

Q2. Ask if anyone in the house has come in contact with someone diagnosed with COVID-19, or someone quarantined for suspected COVID-19, over the past 14 days.

Q3. Has anyone in the home traveled by commercial air or mass transit (e.g. national/regional rail or long distance bus service) in the past 14 days?

IMPORTANT ACTION: In order to stay in compliance with OSHA, when dispatchers or technicians ask Consumer questions, they must document the answers the consumer provides in the actual Service job. Example of documentation: Q1: No, Q2: No

Note: If a consumer refuses to answer the questions, please provide your staff guidance using your discretion on how to proceed. The Contact Center will not be scheduling service if they refuse to answer.

 

Process 2

Please follow the guidelines for businesses provided by the CDC on their website. If a consumer asks a technician what precautions they are taking please have them reference the CDC guidelines we have directed you to follow.

Note: The guidelines include hand washing or usage of wipes, cough and sneeze etiquette and staying home if sick, among others.  Please have technicians ask for permission from Consumers before using sanitizer wipes on Consumers counters or appliances.

For anyone with any questions or concerns please contact your Field Service Business Manager. We will continue to closely monitor the situation and do our part to help protect you and our employees. Thank you.

 

Sincerely,

Matt Ganus
Field Service, Senior Manager

 

Revised 10:45 AM EST, March 19, 2020