PAM Manual Work Order V1.4.1

Information

PAM Work Order Number (Mandatory)
HA Escalation Number or HA Work Ref Number (Where Applicable)
Property Address (mandatory)
Prepared by

Work Commencement Details

Start Time
Have you made contact with Tenant by phone?
Attach screenshot of Call log of Appointment attempt with Tenant or Organisation Rep (Community Housing or NGO)
Do you need to leave a calling card?
Proceed to the next section
Is this a Business as Usual (BAU) job or ESD Program job (ESD)?
Maintenance Priority
- P1
- P2R
- P2
- P3
- P4
- P8
- P9
P1 / P2 / P3 - First visit no access - Wait for 15mins to allow HA to contact tenant - No Access confirmed - Complete "Emergency" section (calling card number ending with "/A" - Take photo before detaching - place calling card in letter box - followed by email iAuditor report to relevant Branch Admin - reject the job on tablet and leave site (make safe where possible; call tenant again before leaving).
Tip: Call branch admin to inform "No Access" upon leaving calling card to close out WO and claim travel .
Image of Call Logs of attempts to contact tenant
Image of Call Card on booklet and when placed at door
Proceed to close out Work Order after issuing 1st calling card
P1 / P2 / P3 - First visit no access - Wait for 15mins to allow HA to contact tenant - No Access confirmed - Complete "Emergency" section (calling card number ending with "/A" - Take photo before detaching - place calling card in letter box - followed by email iAuditor report to relevant Branch Admin - reject the job on tablet and leave site (make safe where possible; call tenant again before leaving).
Tip: Call branch admin to inform "No Access" upon leaving calling card to close out WO and claim travel .
Image of Call Logs of attempts to contact tenant
Image of Call Card on booklet and when placed at door
P1 / P2 / P3 - First visit no access - Wait for 15mins to allow HA to contact tenant - No Access confirmed - Complete "Emergency" section (calling card number ending with "/A" - Take photo before detaching - place calling card in letter box - followed by email iAuditor report to relevant Branch Admin - reject the job on tablet and leave site (make safe where possible; call tenant again before leaving).
Tip: Call branch admin to inform "No Access" upon leaving calling card to close out WO and claim travel .
Image of Call Logs of attempts to contact tenant
Image of Call Card on booklet and when placed at door
P1 / P2 / P3 - First visit no access - Wait for 15mins to allow HA to contact tenant - No Access confirmed - Complete "Emergency" section (calling card number ending with "/A" - Take photo before detaching - place calling card in letter box - followed by email iAuditor report to relevant Branch Admin - reject the job on tablet and leave site (make safe where possible; call tenant again before leaving).
Tip: Call branch admin to inform "No Access" upon leaving 2nd calling card to close out WO and claim travel .
Image of Call Logs of attempts to contact tenant
Image of Call Card on booklet and when placed at door
P1 / P2 / P3 - First visit no access - Wait for 15mins to allow HA to contact tenant - No Access confirmed - Complete "Emergency" section (calling card number ending with "/A" - Take photo before detaching - place calling card in letter box - followed by email iAuditor report to relevant Branch Admin - reject the job on tablet and leave site (make safe where possible; call tenant again before leaving).
Tip: Call branch admin to inform "No Access" upon leaving calling card to close out WO and claim travel .
Image of Call Logs of attempts to contact tenant
Image of Call Card on booklet and when placed at door
P4 - First visit no access - Complete "sorry we missed you" section (calling card number ending with "/A" - Take photo before detaching - place calling card in letter box - Make 2nd attempt after 48hrs - Still No Access - complete remaining section (calling card number ending with "/B" - take photo before detaching and repeat the same steps as you did with 1st calling card - followed by email iAuditor report to relevant Branch Admin.
Note: Special concession for AH remote community sites - Tradesperson must wait on site at least for 1 hr between leaving the 1st and 2nd calling card.
Tip: Call branch admin to inform "No Access" upon leaving 2nd calling card to close out WO and claim travel .
Image of Call Logs of attempts to contact tenant
Image of Call Card on booklet and when placed at door
P8 - First visit no access - Complete "sorry we missed you" section (calling card number ending with "/A" - Take photo before detaching - place calling card in letter box - Make 2nd attempt after 48hrs - Still No Access - complete remaining section (calling card number ending with "/B" - take photo before detaching and repeat the same steps as you did with 1st calling card - followed by email iAuditor report to relevant Branch Admin.
Note: Special concession for AH remote community sites - Tradesperson must wait on site at least for 1 hr between leaving the 1st and 2nd calling card.
Tip: Call branch admin to inform "No Access" upon leaving 2nd calling card to close out WO and claim travel .
Image of Call Logs of attempts to contact tenant
Image of Call Card on booklet and when placed at door
Maintenance Priority
- P1
- P2R
- P2
- P3
- P4
- P8
- P9
P1 / P2R - First visit no access - Wait for 15mins to allow HA to contact tenant - No Access confirmed - Complete "Emergency" section (calling card number ending with "/A" - Take photo before detaching - place calling card in letter box - followed by email iAuditor report to relevant Branch Admin - reject the job on tablet and leave site (make safe where possible).
Tip: Call branch admin to inform "No Access" upon leaving calling card to close out WO and claim travel .
Image of Call Logs of attempts to contact tenant
Image of Call Card on booklet and when placed at door
Proceed to close out Work Order after issuing 1st calling card
P2 / P3 - First visit no access - Complete "sorry we missed you" section (calling card number ending with "/A" - Take photo before detaching - place calling card in letter box - Make 2nd attempt after 2 hrs - Still No Access - complete remaining section (calling card number ending with "/B" - take photo before detaching and repeat the same steps as you did with 1st calling card - followed by email iAuditor report to relevant Branch Admin
Tip: Call branch admin to inform "No Access" upon leaving 2nd calling card to close out WO and claim travel .
Image of Call Logs of attempts to contact tenant
Image of Call Card on booklet and when placed at door
P1 / P2R - First visit no access - Wait for 15mins to allow HA to contact tenant - No Access confirmed - Complete "Emergency" section (calling card number ending with "/A" - Take photo before detaching - place calling card in letter box - followed by email iAuditor report to relevant Branch Admin - reject the job on tablet and leave site (make safe where possible).
Tip: Call branch admin to inform "No Access" upon leaving calling card to close out WO and claim travel .
Image of Call Logs of attempts to contact tenant
Image of Call Card on booklet and when placed at door
P2 / P3 - First visit no access - Complete "sorry we missed you" section (calling card number ending with "/A" - Take photo before detaching - place calling card in letter box - Make 2nd attempt after 2 hrs - Still No Access - complete remaining section (calling card number ending with "/B" - take photo before detaching and repeat the same steps as you did with 1st calling card - followed by email iAuditor report to relevant Branch Admin
Tip: Call branch admin to inform "No Access" upon leaving 2nd calling card to close out WO and claim travel .
Image of Call Logs of attempts to contact tenant
Image of Call Card on booklet and when placed at door
P4 - First visit no access - Complete "sorry we missed you" section (calling card number ending with "/A" - Take photo before detaching - place calling card in letter box - Make 2nd attempt after 48hrs - Still No Access - complete remaining section (calling card number ending with "/B" - take photo before detaching and repeat the same steps as you did with 1st calling card - followed by email iAuditor report to relevant Branch Admin.
Note: Special concession for AH remote community sites - Tradesperson must wait on site at least for 1 hr between leaving the 1st and 2nd calling card.
Tip: Call branch admin to inform "No Access" upon leaving 2nd calling card to close out WO and claim travel .
Image of Call Logs of attempts to contact tenant
Image of Call Card on booklet and when placed at door
P8 - First visit no access - Complete "sorry we missed you" section (calling card number ending with "/A" - Take photo before detaching - place calling card in letter box - Make 2nd attempt after 48hrs - Still No Access - complete remaining section (calling card number ending with "/B" - take photo before detaching and repeat the same steps as you did with 1st calling card - followed by email iAuditor report to relevant Branch Admin.
Note: Special concession for AH remote community sites - Tradesperson must wait on site at least for 1 hr between leaving the 1st and 2nd calling card.
Tip: Call branch admin to inform "No Access" upon leaving 2nd calling card to close out WO and claim travel .
Image of Call Logs of attempts to contact tenant
Image of Call Card on booklet and when placed at door
(Apart from P1) Upon 2nd unsuccessful attempt to gain access, proceed to the last section to sign off and "Mark as complete"; export this manual WO to PAMServiceDelivery@pindan.com.au and to the relevant branch admin to close out the WO on IFS. Call branch admin to inform of "No Access"
Comments (if any)

Tenant Screening Questions

Is the property tenanted?
Are you or anyone else in the property classified as a probable or confirmed COVID-19 infected?
Level 3 Control
1. Remain outside of the premises
2. Immediately call your supervisor / Branch Manager to discuss the details and determine next steps
Have you or anyone in the property been in contact with anyone confirmed or suspected of having COVID-19?
Level 3 Control
1. Remain outside of the premises

2. Immediately call your supervisor / Branch Manager to discuss the details and determine next steps
Are you or anyone in the property currently in isolation or quarantine?<br>
Level 3 Control
1. Remain outside of the premises

2. Immediately call your supervisor / Branch Manager to discuss the details and determine next steps
Have you or anyone in the property returned from overseas or interstate in the last 14 days?<br>
Level 1 Control
1. Observe physical distancing of at least 1.5m
2. Request those within the property maintain at least 1.5m physical distance, preferably wait in
another room until work is completed
3. Use disposable gloves as provided
4. Avoid touching your face with gloves
5. Dispose gloves at the completion of the works
6. Practice hand hygiene, washing hands / applying hand sanitiser before and after the application of disposable gloves

Level 2 Control
In addition to applying the measures outlined at Level 1 Control and when entering the property:
1. Wear goggles and half face mask with respirator, OR
2. Wear full face shield
3. Edges and inside of the shield, mask and/or goggles are to be sanitised before and after each use
Have you or anyone in the property been in contact with anyone who has returned form overseas or interstate in the<br>last 14 days?<br>
Level 1 Control
1. Observe physical distancing of at least 1.5m
2. Request those within the property maintain at least 1.5m physical distance, preferably wait in another room until work is completed
3. Use disposable gloves as provided
4. Avoid touching your face with gloves
5. Dispose gloves at the completion of the works
6. Practice hand hygiene, washing hands / applying hand sanitiser before and after the application of disposable gloves

Level 2 Control
In addition to applying the measures outlined at Level 1 Control and when entering the property:
1. Wear goggles and half face mask with respirator, OR
2. Wear full face shield
3. Edges and inside of the shield, mask and/or goggles are to be sanitised before and after each use
Does anyone in the property have any flu like symptoms including; coughing, sore throat, fatigue, fever or runny nose?
Level 1 Control
1. Observe physical distancing of at least 1.5m
2. Request those within the property maintain at least 1.5m physical distance, preferably wait in another room until work is completed
3. Use disposable gloves as provided
4. Avoid touching your face with gloves
5. Dispose gloves at the completion of the works
6. Practice hand hygiene, washing hands / applying hand sanitiser before and after the application of disposable gloves

Level 2 Control
In addition to applying the measures outlined at Level 1 Control and when entering the property:
1. Wear goggles and half face mask with respirator, OR
2. Wear full face shield
3. Edges and inside of the shield, mask and/or goggles are to be sanitised before and after each use
Level 1 Control
1. Observe physical distancing of at least 1.5m
2. Request those within the property maintain at least 1.5m physical distance, preferably wait in another room until work is completed
3. Use disposable gloves as provided
4. Avoid touching your face with gloves
5. Dispose gloves at the completion of the works
6. Practice hand hygiene, washing hands / applying hand sanitiser before and after the application of disposable gloves

Risk Assessment

STOP & THINK

Do You Have a Clear Plan in Mind?
Do You Understand the Task Scope?
Do You Understand the Steps Required to Do the Task?
Are Tools and Equipment in Good Order?
Can the Task Impact Others?
Is Your P.P.E. Appropriate for the Task?
Can The Environment or Surroundings Change?
Can Hazards from Associated Work Area impact On You?

DETERMINE ACTION

LOOK CLOSE - LOOK WIDE - LOOK ABOVE - LOOK BELOW
Note: If any of the following high risk works are involved with the job, works must carried out in accordance to a Safe Work Method Statement (SWMS) -
Working at Heights over 2m
Demolition
Asbestos
Alteration to a structure that requires the structure to be temporarily supported to prevent its collapse
Confined space
Excavation to a depth of more than 1.5 metres
Energised pressurised gas pipes (including distribution mains)
Chemical, fuel or refrigerant lines
Energised electrical installations and lines (both overhead or underground)
Work on or adjacent to roads that are in use
Movement of powered mobile plant
Select if hazards arise due to (select multiple):
- Electrical
- Machinery
- Tools & Equipment
- Pressure
- Energised
- Noise
- Chemicals
- Stored Energy
- Environment
- Ground Condition
- Gravity
- Hot/Cold
- Dust
- Heights
- Open Holes
- Sharpness
- Flying Objects
- Struck By
- Lifting
- Falls or Slips
- Ignition / Explosion
What Is the Risk Rating?
What could happen as a result of theses hazards?
What will I do to remove or control the hazards in order to reduce the risk to as low as reasonably practicable?

Work Details

Before and After Photos

Work Order SOR Code(s) applicable (multiple selections permitted)
Enter SOR Code
Before Photos - of existing component / hardware to be replaced or serviced; where applicable, dilapidation photo of site before any digging or site alteration/demolition etc Photos should also assist with justification for potential variations or Extension of Time.
Before Photos
Is Variation required?
Proceed to the next section for any variations to be added
In Progress Photos - of parts replaced and new parts prior to installation (e.g. threads of spindles, seats of concealed sets, worn out O-rings and washers etc) or any works to be concealed upon completion such as waterproofing to wet areas. .
Tip: if site needs to be left unattended for works to be carried out on the following day(s), take photos of site being safely secured from any potential hazards (e.g. barricades; hoarding; clean site- no trip hazards etc)
In Progress Photos
After Photos - of newly installed component / hardware in working condition; where applicable, final installed of components (e.g. new conceal set or leach drain or new part installed etc) prior to concealment.
Tip: take photos of the work site handed over in clean and safe condition.
After Photos
Comments (if any)

Variation Request (if any)

During Business Hours - call Service Support Team to update Variation work details on IFS - Contact: (08) 62747300
SOR Codes to be Removed
Why?
Add SOR Codes?
Proceed to the next section
SOR Code
Why?
QTY requested
Description of Non Scheduled Labour (if applicable)
Description of Non Scheduled Material (if applicable)

Extension of Time (EOT)

It is essential that this work order is completed by the due date. If you are unable to complete the work by this date/time, you are required to immediately contact your local Pindan Manager to discuss an EOT request.
EOT Requested?
Whom did you discuss the EOT with?
Proceed to the next section

Tenant Survey and Acceptance of Maintenance service Completed

Approach tenant for consent to participate in tenant survey. Tenant Sign off as acceptance of work. Tip: remember to Input name of signee
Are you (tenant) willing to participate in tenant survey? (mandatory)
Are you (tenant) happy with the overall level of service
Was workmanship of the maintenance work carried out to your (tenant) satisfaction?
Did the tradesperson introduce themselves and explain the purpose of their visit?
Was the tradesperson wearing his ID badge?
Do you (tenant) have any other additional comments?
Tenant Sign Off (N/A if no access)
Actual Finish Time

Tradesperson Comms and Feedback

COMMS Notes: Additional Comments ( cause for repair; description of work done etc)
Do you suspect works performed due to possible Abuse / Vandalism?
Should works performed be replacements rather than repairs?
Recommendation for additional works:
Record any Improvement Opportunities: