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Managing EMS in ServiceMaster
EMT’s Chronicle.
Please contact your training team coordinator for more specific instruction.
SM EMT’s General Procedural
Flow
Managing the EMS Flow in
Chronicle
Estimatics’ EMS Flow
Using SM EMT Chronicle
Receiving a New Non-Respond
Call
Entering a new Non-Respond
Job
Receiving a New Respond Call
Accepting a Respond 365 Job
Em
erg
en
cy M
an
ag
em
en
t TE
AM
How the company is structuring these processes are being done so to allow for an
expanded level of data that our staff can use to stay more interactively informed, prevent
problems, and enable better decision making when confronted with a situation where
information is critical.
Once we have rounded the edges and better connected some dots from merging we can
help identify reporting information on the respective departments for both personnel and
production using the dashboard and job manager reporting tools. If you need help
understanding their function or building a report then email your training team coordinator
the conditions of the report you’re needing built in Chronicle . We want our team to have the
most accurate and up-to-date information they can readily obtain using the data we are
entering.
What we enter in Chronicle is what we’re going to get out of Chronicle .
Importing a Respond 365 Job
New Job Departments
New Job General
InformationNew Job First
Contacts
Documents
EMS Required Documents
Providing Closure
Groups & Recalls
Associating Appropriately
Licenses
Additional Resources
Page 1
V. 8/1/15
Chronicle’s
Procedural Flow
Begin Services Enter in Chronicle
(Entering New Jobs
Pgs. 7-9 & 11-12)
Copy Adtl Job Info into Chronicle
[Depts, Schedules,
Contacts, Docs, Journals]
Make Contact
(New Leads
Pgs. 6 & 10)
QA Job Progress
w/ Chronicle Reporting
(Using SM EMT
Chron pg. 5)
Happy Surveyed
Customer
New Job
Close or Complete Activities,
Depts. Persons Appropriately
(Closure Doc pg. 17)
Copy Adtl Job Info into Chronicle
[Depts, Schedules,
General information,
Contacts, Docs, Journals]
Copy Adtl Job Info into Chronicle
[Docs & Journals]
Copy Adtl Job Info into Chronicle
[Docs & Journals]
$$
Send it to the Cash Kings!
Page 2
Communicate w/
Team Members
Ch
ron
icle
’s G
en
era
l Flo
w
V. 8/1/15
Managing
Chronicle’s
EMS Flow
Create/Modify Schedules
in Chronicle
throughout mitigation
Make Contact
(New Leads
Pgs. 6 & 10)
Notified of new Job
& Job ID #
Copy Adtl Job Info into Chronicle
[Docs & Journals]
Page 3
Complete the
“Emergency Water
Service” activity
after initial
inspection.
Add/Complete
activities for
EMS as they
are performed/
completed.
Complete the
“Monitoring &
Moisture
Readings”
activity when the
field is complete.
Completing the Monitoring & Moisture Readings activity
signals the business that production work has completed
and is ready for estimatics. Chronicle will also prompt to
close the EMS department after completing the final EMS
activity.
After confirming any
schedules with either the
client or team member
update the job’s
scheduler & enter the
appropriate journal
records.EMS has
two activity
Requirements :
1. Emergency Water
Service (Initial
Services)
2. Monitoring &
Moisture Readings
(Field complete)
EMS can include these
additional activities :
Asbestos Testing
Asbestos Abatement
Demo
Pick up Lockbox
Shop Time
When the noted actions are performed on
a job, activate and complete the activity
appropriately (Refer to pgs. 17-18 for
additional information).
Th
e W
ate
r Flo
w
Estimatics is activated.
Ensure the required
Initial Documents
are uploaded.
V. 8/1/15
EMS Estimatics’
FlowNew Job
Page 4
Estimator marked as Active Initial Upload Activity marked
Completed once posted to XA.
Received EMS
Completed Notification
Prepare Estimate
Estimate tagged
Client Billed in XA
Complete the “Final Upload
from EMS Complete” activity.
Mark “Final Upload” activity
completed.
Submit Estimate
Mark “Client billed” activity
complete.
Ch
ron
icle
’s E
stim
atic
s’ F
low
$$
Send it to the Cash Kings!
Add the Estimate As
the “EMS Estimate”
Req. document.
Add the MSA’s “RDC” for the
Estimatics’ Req. document.
Create the Req. document
billing sheet for A/R.
V. 8/1/15
Au
tom
ate
d, D
yna
mic
, & In
tera
ctive
.
Using SM EMT
Chronicle
SM EMT will continue to evolve with the tools that both
Chronicle and our team’s resources enable. Activities,
roles, departments, categories, and various other fields
have been defined to create a stream-lined
environment that will allow our management team to
focus their attention on their team members and the
mitigation rather than the details.
The details, however, will be
driven by the Information
we’re Entering
(providing) into Chronicle.
This is when we’ll need our
team’s diligence with those
details.
Data will get corrupted when :
Entering the incorrect Department/
Activity dates.
Activities/Documents erroneously
completed/deleted.
Incorrectly associating contacts.
Uploading the wrong required
document(s).
Chronicle Tabs & Tools: More than meets the eye.
Home : Report Central
Folders : For emails & Shared
Department Folders
Scheduler : Appointments, Reminders,
Enterprise level scheduling.
Tasks : To do items.
Groups & Recalls (Common contacts or
preferred teams of techs)
Imported Jobs (Program Jobs)
Faxes : Receiving eFaxes
JOURNALS : If it isn’t in the
journals, it never happened.
Page 5When it involves to insurance, any bit of information is neither too little nor too much.
V. 8/1/15
Follow this Line For
Respond Job Information to
Enter
Received New
Lead
Schedule & Dispatch Loss Team
Call Insured w/
in 15 Minutes
ServiceMaster EMT : Quick Reference Guide for How to Process New Respond Leads
Process Flow
Accept Loss
on Respond
365
Click "Customer
Contacted" on
Respond 365
Create New Job in
Chronicle
Refer to pages 9 & 13-17
for specific expectations
of the required
information when
creating a new job in SM
EMT Chronicle.
From the Import Tab of Chronicle, Select the Client you are importing as a new
job then choose the appropriate import option for “Person” or “Organization.”
Coordinator Calls
Customer
Update Initial Job
Notes Journal & Job
Panel Tabs
IM Coordinator
New Job #
Page 6
V. 8/1/15
Accepting a
RESPOND 365 Assignment
Click the Logo to Sign In.
After logging on to RESPOND
365's site click the folder icon
accentuated with the New Alert
Indicator.
Na
vig
atin
g R
ES
PO
ND
36
5
Click the link “View/Accept” to open the next window
to ACCEPT the job for ServiceMaster EMT.
In less than 30 seconds.
Click “Accept” to
receive the job.
Select an Estimator
& Coordinator (Refer to
the contact reference list)
Placeholder for screenshot of
Estimator/Coordinator Selection
Window
Need better screen shots, too
blurry.
You can note
down the License
& Claim numbers
from here
Page 7
V. 8/1/15
Accepting a
RESPOND 365 Assignment In less than 30 seconds.
After accepting the job it will be
listed just below the menu bar on
the far left. Click it to open the
RESPOND job panel.
Scroll down the page to view the
job’s process tabs where the
Compliance Tasks should
be selected. If not, select that
tab.
“Customer Contacted”
Type in “Customer Contacted”
then click Complete this
Task to finish receiving the
RESPOND loss.
Click the Action Title “Contact Customer” to open
the Complete Action Item
Window.
Page 8
Na
vig
atin
g R
esp
on
d 3
65
V. 8/1/15
Entering a New
RESPOND Job
into Chronicle
Imp
ortin
g R
esp
on
d Jo
bs
Click the Last Tab in Chronicle titled “Import
Respond Jobs” to create/import the job received
from Respond.
County
License from Assignment
800 RESPOND when IMPORTING
Insurance Carrier
Site Type
Select Your Location
Source of Loss (SOL)
Condo
Select customer
Click Appropriate Import Option
(Person or Organization)
Confirm Name
.
Job Category : County where site is located.
Job Subcategory : License # from RESPOND
assignment (pgs. 7-8)
Job Source : 800 RESPOND Subsource : Insurance Carrier
Claim # : Reference Assignment (pgs. 7-8)
Received : Match to “Import
Tab” Time Special Instruction : Gate Code?
Initial Jobs Notes : This information is Imported.
Page 9
Noting the SOL and Specific “Site Name”
allows two Data capture points for our
analytics team.
*A CAT(astrophe) Location will be predetermined.
Skip to page 13 when doneV. 8/1/15
Initial Loss Information
Follow this Line For
Initial Loss Information
Answer Link
will provide
the first five
items for
your Initial
Loss Form
(ILF)
Received
New Lead
Call Loss Contact
Record loss
information on
Initial Loss
Form (ILF)
First & Last Name
Address
Phone #
Where they got our # from
Insurance Company
Claim #
Source
Room(s) Affected
Flooring Type(s)
Year Built
ADJUSTER!!
Schedule & Dispatch Loss Team
providing a 4 hour window.
ServiceMaster EMT : Quick Reference Guide for How to Process a Non-Respond Loss
Process Flow
Submit Loss Info to Loss
Team.
After
Hours?
No
YesReply to
Answer Link
“Got It”
Claim
# ?
No
Yes
Create New Job
in Chronicle
Contact
Coordinator w/
New Job #
Afterhours will
only dispatch.
Starting
Service?
No
Yes
$
Collect $350 Deposit
After
Hours?
No Yes
After
Hours?
No Yes
Page 10V. 8/1/15
Initia
l Le
ad
Info
rma
tion
From the Jobs’ Tab of Chronicle
click on New Job then select the
appropriate customer (Person or
Organization) type.
Enter the CUSTOMER’s
information from the Initial
Loss Form (ILF)
Job Customers are always “0 – No Chronicle Access”
“Customer”
It is just as acceptable to create the job while on the phone with the person reporting the loss.
Entering a New
Job into
Chronicle
“Customer (Owner) or Tenant”
Before continuing be sure to
double check the entered
information against the
Initial Loss Form (ILF).
Page 11
V. 8/1/15
County
License w/ Asterisk : E.g. “1701*”
Insurance Carrier
.
Select Your Location
Where did they hear about us from?
E.g. Condo
Entering a New
Job into
Chronicle
.
Claim #s ONLY
Refer to the Initial Loss
Form (ILF) for :
Insurance Carrier
SOL
These Job Sources will produce a
Subsource prompt for:
Adjuster : Insurance Carrier
Ins. Program : Specific Program
Internet : Location
Prior Customer : Repeat or
Referrer
Unknown : Four Options
Select Appropriately.
E.g. Gate Code
Job Category : County where site is located (From
Contact Reference List).
Job Subcategory : License # noted with * Claim # : Refer to the ILF or notes.
Received : Time & Date of First Contact
Special Instruction : Gate Code?
Initial Jobs Notes : Any notes received during
initial communications with any contact(s).
Page 12
*A CAT(astrophe) Location will be predetermined.
See Reference Page 20*
Core QuestionnaireN
ew
Job
Co
re Q
ue
stio
nn
aire
Source of Loss (SOL)
Noting the SOL and Specific “Site Name”
allows two BigData capture points for our
analytics team.
V. 8/1/15
Construction : Repair and
Reconstruction Jobs
Contents : Fire, Packouts, & Bio/
Trauma
EMS : Water related jobs
Environmental : Asbestos
Janitorial : Cleaning Services
Mold : (Typically added by EMS personnel)
De
pa
rtme
nt In
form
atio
n
*When applicable (Dictated by Ins Co)
Active
Select from the Dropdown List
Each department (service line) has a series of required actions
that are applied once that
department is added. This
includes inserting activities,
contacts, & other
departments which will
prompt via popup after adding
said dept.
ServiceMaster EMT Production Depts.
When EMS and/or Contents are added the Required Documents
field will prompt the user to select an Insurance specific set of documents.
When the job panel
loads click Add
Department to
open the following
window.
When adding a department, the
Automatic Rules may prompt to
add these required contacts :
Estimator (Per Dept.)
Coordinator (Per Dept.)
Sales Rep (Per Dept.)
Customer Service Rep (Per Job)
Enter the date and time
the job was Received
for the start dates of the
required departments
and/or activities that
follow adding the dept.
The appropriate
department personnel will
correct the dates to
match the confirmed
schedules.Page 13
V. 8/1/15
Fill out the surveys
appropriate to your
department.
Ask your training team coordinator for additional information on the various tools within the right frame’s four fields under “Job Options.”
Fill out the
appropriate
surveys (Ie.
EMS New
Loss Info
Survey).
Information
captured from
the original
information
that was
entered.
Ge
ne
ral &
Su
rvey In
form
atio
nVerify the information that has been entered.
Provide any additional information that you may
have gathered during the mitigation process as it is
received.
General (Core)
Information
Page 14
V. 8/1/15
Employees : The department contacts that
were added previously will be
listed here. Add any
additional contacts that have
not already been done so
(Refer to Contact Reference
List).
Contacts are as
Important as
Departments.
Firs
t Co
nta
ct(s
)
Other People : Customer (Auto inserted)
Agent
Adjuster
Referred By
Associated Organizations : Insurance Company
Insurance Agency Office
The Industry contact
information can be
located on both the ILF or
RESPOND assignment.
A “Customer Service Rep” Is
required on all jobs.
Customer & Industry Contacts
Including HOAs, Mtg Companies, Property
Management Companies, etc.
Page 15
If a Sales Rep is unknown when the job is entered, tag the Coordinator as the
CSR.
V. 8/1/15
Do
cu
me
nts
The following departments
have a series of Required
Documents that will
need to be uploaded prior to
completing the respective
department.
Construction-Estimatics
Contents
EMS
EMS-Estimatics
Mold
The departments, roles,
activities, dates, and
documents have been made
required for very specific
purposes. It is highly
important to not delete any
items that have been made
required. Only Department
managers will make these
decisions.
This Dashboard Pivot
represents the number of
missing required documents
for EMS Coordinators.
RightSignature allows easy and
effective documentation
communication with both our
customers and vendors.
If you are not familiar with
RightSignature digital signatures,
talk to your training team
coordinator for more information.
Documentation
Page 16
V. 8/1/15
Required
Documents
Initial Docs
Diagram
FOH, SOL
Photos
Initial Photos
SM Work
Auth. (WA)
Tick Sheets
AFRP
Final Docs
Tick Sheets
SM COS
?
Initial Docs
Diagram
FOH, SOL
Photos
Initial Photos
SM Work
Auth. (WA)
Tick Sheets
ATR
Authorization to
Repair (ATR)
Final Docs
Tick Sheets
SM COS
ATP
Initial Docs
Diagram
FOH, SOL
Photos
Initial Photos
SM Work
Auth. (WA)
Tick Sheets
SM AFRP
SM Authorization
for Repairs &
Payment (AFRP)
Final Docs
Tick Sheets
SM COS
?
Applies for :
Liberty Mutual
CSE
Pac Spec
Safeco
Initial Docs
Diagram
FOH, SOL
Photos
Initial Photos
SM Work
Auth. (WA)
Tick Sheets
Hartford ATR
Final Docs
Tick Sheets
SM COS
Hartford COS
Initial Docs
Diagram
FOH, SOL
Photos
Initial Photos
SM Work
Auth. (WA)
Tick Sheets
MetLife Auth
Final Docs
Tick Sheets
SM COS
Farmers’
JobsState Farm
Jobs
Allstate
Jobs
Hartford
Jobs
MetLife
Jobs
Refer to your
EMS Binder for
examples of the
noted
documents.
Use
RightSignature
to capture
esignatures.
Page 17
Authorization to
Repair (ATR)
V. 8/1/15
Providing
Closure
Whether it’s completing or closing either an activity,
department, or contact-it’s the knowing that’s half the battle.
The information (data) we’re adding, entering, and
confirming in Chronicle are highly important to our
informational resources, so are the recorded dates and times
of completed and closed actions.
Activities will help
you and your
department stay
more informed &
up to date with
your jobs’
sequential or
overall timelines.
Completing the required activities must be performed per department. Please do not delete any
activities that are either required or are an action (I.e. Testing, Total Listing, Pack out, Post Abtmnt
Check) in your job’s mitigation.
Departments need to be
closed when that
department’s activities and
tasks have all been
completed. Completing
departments are
required, not doing so will
corrupt our data.
La
st C
all
Noting when either team
members or contacts have
completed their role in the job
are highly important
benchmarks SM EMT utilizes to
capture data in Chronicle’s
reporting mechanics.
Ensure you’re not left active on
any jobs that you should not be.
Speak with your training team
coordinator for more information on
these reporting tools.
Page 18
V. 8/1/15
Tagging Jobs, Documents, Journals, and emails with the
respective Dept/Activity will help identify information in
Chronicle far more quickly than item by item searching.
Journal entries can get long …
Associating
Help not only your team
but also yourself and tag
appropriately at every
opportunity.
Asso
cia
ting D
ep
ts &
Activ
ities
Page 19
V. 8/1/15
Groups &
Recalls
Manager
Add or Edit Groups :
Group Name : User defined.
Who can View : “No one but Me”
or “Anyone.”
Who can Change : “No one but
Me” or “Anyone.”
Type : Personnel, Marketing,
Techs, Adjusters, etc.
Page 20
Uses for the Group Manager include :
Sending Journals to Team
Members
Viewing schedules for Team
Members
Creating Tasks/Reminders for
Team Members
Add/View documents for Team
Members
View Activities for the Team
Members
V. 8/1/15
*8705 – RS
8706 – ONLO
8707 – ONLO
8708 – ONLO
8709 – DR
9462 – DR
San Diego County
*6338 – DR
9094 – ONLO
Clark County
*9075 – DR
9101 – DR
LA County
*3794 – ONLO
8414 – DR
Mohave County *8703 – ONLO
8710 – ONLO
9092 – DR
San Bernardino
County
6320 – DR
7444 – DR
7445 – ONLO
*9076 – DR
Riverside County
Lic
en
se
& L
oca
tion
Re
so
urc
es
The license number will be provided on the
RESPOND assignment.
The License Suffixes
DR
RS
ONLO
Are for Internal Uses
More details on pages 9-10.
When creating NON-PROGRAM jobs use the
license number noted with the asterisk*
*7493 – ONLO
7944 – ONLO
8678 – DR
8704 – ONLO
Orange County
Page 21
SM EMT
Licenses
V. 8/1/15
Additional
Resources
Navigate to Chronicle’s Help Desk for more detailed
instructions on the various tools that are accessible using
Chronicle.
After accessing Chronicle’s Help
Desk click on the Basic Use link
to view the list of informational
sources for Chronicle’s features :
Marketing Manager
Collections Manager
Group Manager
Job Manager
Scheduler
Reminders & Tasks
etc
For example, the Marketing
Manager can perform as both a
CRM and expense tracker for
office visits. Or, keeping
informed with your contacts’ key
dates.
Page 22For additional support information, contact either Chris Bottjer or Kevin Pollard. V. 8/1/15
