CONTENTS
T2.1 INTRODUCTION
General
This training document covers the important tasks that need to be understood and applied by independent contractors in order to become part of the Fenix Team and to behave in a way that is appropriate to the successful future of the business. It forms part of the initial training which introduces new staff to Fenix.
Where this document is the Fenix single source of truth it will be so stated otherwise appropriate reference(s) will be provided.
Overview of Fenix Training
Training Parts 1, 2 and 3 will be covered in detail during the face-to-face training day. Training Parts 3 and 4 will require considerable addition work to be carried out by each IC in their own time.
To successfully complete this document and receive recognition accordingly, a small quiz will need to be completed at the end of the training item. In addition, a practical demonstration of certain administrative skills as well as face to face question and answer may also form part of the assessment.
Overview of Training Part 2 – Administration
Fenix training comprises four main sections, as shown in the figure below. This part, T2 Administration is intended to define the way in which an IC is expected to carry out their Fenix-related administrative duties, including providing availability, maintaining a defined inventory, usage of the Fenix Operational Support System and submission of fortnightly invoices, among others.
Terminology Used in this Document
| Term | Meaning |
| AM | Administration Manager |
| Availability | Availability refers to the times an IC (and assistant cleaner) will be available during the week |
| Availability Plan | An availability plan is supplied as a fixed pattern of times which may only vary upon Fenix receiving a variation request in email with 10 days’ notice that there is a permanent or temporary change to be accommodated in the availability plan |
| Cleaning Company | An organisation which provides cleaning services to customers |
| Cleaning Products | Cleaning products are defined as consumable items comprising a defined inventory of tools and equipment |
| Cleaning Tools | Cleaning tools are defined as non-consumable items comprising a defined inventory of tools and equipment |
| Client | A customer with whom Fenix has an ongoing mutually rewarding relationship |
| Customer | An end-user (individual or organisation) that employs the services of a cleaning company |
| Fenix | Fenix Property Solutions Pty Ltd ATF The Fenix Unit Trust TA Fenix Melbourne AKA Fenix |
| IC | A Fenix staff member who has executed an Independent Contractor Agreement, is working for Fenix under the x% arrangement and has supplied an ABN and other legal requirements |
| ICA | Independent Contractor Agreement |
| Job | A job is an agreed contract of work between a customer or client and a cleaning company |
| Service | A service provides benefit to a user because it adds value to the user in an intangible way, such as teaching someone thus increasing their knowledge or assisting them manage and improve their legal, financial, or medical situation |
| SM8 | Service Mate is Fenix’ operation support system (OSS) which is used primarily for quoting, invoicing, scheduling and asset management |
| Staff | A person who works for Fenix including employees, independent contractors, owners and anyone else who exchanges their sills and time for income |
| Tools | Any physical item that is used to achieve a goal but is not consumed during this process can be defined as a tool |
Table 1 – Terminology
T2.2 AVAILABILITY PLANS
Introduction
Availability refers to the times an IC (and assistant cleaner) will be available during the week. An availability plan is supplied as a fixed pattern of times which may only vary upon Fenix receiving a variation request in email with 10 days’ notice that there is a permanent or temporary change to be accommodated in the availability plan.
There is no right or wrong level of availability however from a Fenix perspective the optimum availability would be a fixed three or four days each week between 8am and 5pm.
This section is the Fenix single source of truth on Fenix availability and availability plans.
Format
It is an important part of the Fenix-IC relationship that the scheduling team has a complete and up to date understanding of the availability of each IC. This topic is also relevant to assistant cleaners.
On signing their IC Agreement, ICs are to make Fenix aware of their availability and it should take the format given in the following sample:
Figure 3 – Sample Availability Plan
We understand people have commitments and we are very happy to work within these constraints, but we have to be well informed to do so effectively.
If an availability plan is going to change either permanently or on an ad-hoc basis, Fenix request 10-days’ notice and all such advice should be sent to
We will try to schedule you in accordance with your availability plan, but we may on the odd occasion schedule a job when you are meant to be off. Please advise as soon as you notice it. It’s likely an error on our part and the sooner we get it fixed the better for all.
IC Team
Fixed Team
When an IC has addition team members (over and above the IC who has signed the IC Agreement) the availability plan is to include the availability of the team members. This is so we can schedule you more work if you have more staff available.
ICs with team members whose availability doesn’t vary from the IC themselves, are to make Fenix aware of their team availability as shown in the following sample (please note the orange ellipse showing available staff):
Figure 4 – Sample of Fixed Team Availability Plan
Variable Team
When an IC has addition team members on an ad-hoc basis the availability plan is to include the availability of the ad-hoc team members. This can get a little complicated so please do your best to make the plan represent reality, but we understand the difficulties of doing so with a high level of precision. The number shown should include the IC. Their team availability should be updated on a regular basis e.g. weekly, as shown in the following sample (please note the orange shape showing the IC plus one other member is available):
Figure 5 – Sample of Ad-hoc Team Availability Plan
There is no right or wrong level of availability however from a Fenix perspective the optimum availability would be a fixed three or four days each week between 8am and 5pm.
T2.3 BELT SYSTEM
Introduction
Fenix operates on a ranking system designated by coloured belts which represent levels of skills and capability. The more skilful and capable an Independent Contractor (IC), the more profitable jobs they are able to carry out. The belt system applies to ICs, owners, employees and nominated senior staff but does not apply to cleaners.
This section is the Fenix single source of truth on the Fenix staff level belt system.
Standard Belts
When a person joins Fenix as an IC, they would normally begin at the grade of white belt as defined in the Fenix onboarding process* and progress through the system until reaching a higher belt at which they are comfortable. In normal cases, the highest belt to which an IC would aspire is a blue belt. Hence, there are normally three belts of interest: white, yellow and blue.
*Exceptions may be made for ICs with prior skills and capabilities.
Specialist Belts
In addition, and this is most important for FX LIME, an IC may be assigned a specialist belt for a specific area of specialist expertise. For example, a yellow belt IC who has achieved all of the pre-requisites of a red belt in the speciality of steam cleaning, may be assigned a red belt for steam cleaning. This would be represented as a imaginary red stripe with the initials SC on an imaginary yellow belt as shown below. Similarly, an IC with blue belt proficiency in high-pressure cleaning (HPC) and a black belt proficiency in mould cleaning, would also be as shown below.
As a staff member passes from one rank to the next (except for speciality belts as described above), they may receive a certificate and a small gift to commemorate the occasion – see below.
Coloured Belts
White Belt
Yellow Belt
Blue Belt
Red Belt
Black Belt
Belt Certificates
Black Belt
Blue Belt
T2.4 CONTRACTOR INVENTORY
Introduction
Each contractor at each belt level is responsible to maintain a defined inventory with items being classed as either Mandatory or Highly Recommended. These items will be spot checked from time to time as part of the overall Fenix QA Process.
The defined items are required in every independent contractor’s kit. The IC is responsible to ensure all items are maintained in excellent working order and cleaning products are suitable filled.
Those who persist in not meeting the requirements may be reassigned to a lower belt such that requirements are met.
Cleaning Products are defined as consumable items comprising a defined inventory of tools and equipment while Cleaning Tools are defined as non-consumable items comprising a defined inventory of tools and equipment.
This section is the Fenix single source of truth on Fenix contractor inventory for all belt levels.
Cleaning Tools and Equipment Inventory
Cleaning Tools (Non-consumable)
| Item
Blank – Not Required X – Highly Recommended Numeral – Mandatory |
White Belt | Yellow Belt | Blue Belt |
| “Basic Cleaning” training manual access | 1 | 1 | 1 |
| “Advanced Cleaning” training manual access | X | 1 | 1 |
| Fenix polo shirts* (per cleaner) *Depending on availability | 2 | 2 | 2 |
| Fenix magnetic car signs* pair (per vehicle) *To be used when on Fenix jobs – at least | 1 | 1 | |
| Extension cord 10m 240V 10A | 1 | 1 | 1 |
| Extension cord 30m 240V 10A | X | 1 | |
| Garden hose 20m with hose connector, hose joiner and trigger spray | X | X | X |
| Soft broom approx. 40mm wide | 1 | 1 | X |
| Soft duster | 1 | 2 | 2 |
| Mop and mop bucket | 1 | 2 | 2 |
| Hard broom approx. 40mm wide | 1 | 1 | |
| Extendable duster (to reach 12’ ceilings) | 1 | 1 | |
| Flat mop and spare head | 1 | 1 | |
| Vacuum cleaner (high quality) with standard head | 1 | 1 | 1 |
| Vacuum cleaner (high quality) with turbo head | 1 | ||
| Step ladder 2 or 3 steps | 1 | 1 | 1 |
| Extension ladder | X | 1 | |
| Window kit | 1 | 1 | 1 |
| Spare rubbers for squeegee and a kit to replace scraper blades | 1 | 1 | |
| Brush and shovel | 1 | 1 | 1 |
| Bath towel (for window cleaning inside) | 1 | 1 | 1 |
| Grout brush plus mop stick | 1 | 1 |
Table 7 – Cleaning Tools Inventory
Cleaning Products (Consumable)
| Item
|
White Belt | Yellow Belt | Blue Belt |
| Scourers | 2 | 4 | 4 |
| Sponges | 2 | 4 | 4 |
| Magic sponges | 4 | 6 | 10 |
| Roll of kitchen paper | 1 | 1 | 1 |
| Roll of absorbent cloth | 1 | 1 | 1 |
| Green microfibre cloths – food preparation e.g., kitchens | 5 | 10 | 20 |
| Blue microfibre cloths – low risk – all-purpose e.g., windows | 5 | 10 | 20 |
| Yellow microfibre cloths – moderate risk – e.g., bathrooms | 5 | 10 | 20 |
| Red microfibre cloths – high risk – e.g., toilets and urinals | 5 | 10 | 20 |
| Roll of large plastic bags for soiled cloths | 1 | 1 | 1 |
| Cleaning products bucket (fully equipped as per below) | 1 | 2 | 3 |
Table 8 – Cleaning Products Inventory
Cleaning Products Bucket
Each IC should ensure they have a storage repository (such as a rectangular bucket) for transporting the most highly used of the cleaning product. See below the items recommended for the products bucket.
| Item
|
White Belt | Yellow Belt | Blue Belt |
| Agar “Country Garden” Air Freshener Concentrate (no substitution allowed) | 1 | X | |
| Floor cleaner | 1 | 1 | 1 |
| Window cleaner | 1 | 1 | 1 |
| Agar Mould-X mould killer | 1 | 1 | |
| Dishwashing liquid | 1 | 1 | 1 |
| Vinegar | 1 | 1 | 1 |
| Dissolve | 1 | 1 | |
| Bleach | 1 | 1 | 1 |
| Ammonia | 1 | 1 | 1 |
| Oven cleaner | 1 | 1 | 1 |
| Jiff | 1 | 1 | 1 |
| Multi-purpose cleaner | 1 | 1 | 1 |
Table 9 – Cleaning Products Bucket
Steam Cleaning Items
Steam Cleaning Tools (Non-consumable)
| Item
|
White Belt | Yellow Belt | Blue Belt |
| 1 x steam cleaning machine | X | X | |
| 1 x crush proof solution hose (min 15m) | X | X | |
| 1 x crush proof solution hose (min 15m) with joiner | X | ||
| 1 x vacuum hose (min 15m) | X | X | |
| 1 x vacuum hose (min 15m) with joiner | X | ||
| 2 jet carpet wand | X | X | |
| 2 jet upholstery tool | X | ||
| 5lt injection sprayer | X | X |
Table 10 – Steam Cleaning Tools Inventory
Cleaning Products Bucket (trigger sprays)
| Item
|
White Belt | Yellow Belt | Blue Belt |
| Agar “Country Garden” Air Freshener Concentrate (no substitution allowed) | X | X | |
| 1 x Agar Exit | X | X | |
| 1 x Agar Browning Treatment | X | X | |
| 1 x Agar Rust Remover | X | X | |
| 1 x Research Products Coffee Break | X | X | |
| 1 x Agar G- Solve | X | X | |
| Legend Brands Odour X Un-Duz-It Unleashed (Fumigation) | X | X | |
| Cleancare Anti-foam Defoamer | X | X |
Table 11 – Steam Cleaning Products Inventory
Safety
The following safety items are mandatory for each IC’s kit:
- Fully equipped basic first aid kit (per vehicle)
- Bottled water 600ml x 2 (minimum)
- “Cleaning in Progress” sandwich sign x 2
- Charged LED torch
- Disposable gloves
- Surgical masks
- Heavy duty gardening gloves
- Coveralls
Maintenance
The following maintenance items are highly recommended for each IC’s kit:
- 1 x fully equipped tool kit
- 1 x 1 litre of motor oil (as per specification)
- 1 small plastic funnel in plastic bag (for oil use only)
- 1 mechanics rag in plastic bag (for vehicle use only)
- 1 x serviceable spare tyre
First Aid Kit
The following maintenance items are highly recommended for each IC’s kit*:
*These items are available in various types of first aid kits from First Aid Kits Australia at https://firstaidkitsaustralia.com.au/
- 1 x small plastic first aid box
- 1 x conforming bandage – 7.5cm x 1.5m
- 1 x hospital crepe bandage – 5cm x 1.5m
- 1 x No. 13 wound dressing
- 1 x triangular bandage non-woven – 110cm x 110cm
- 1 x combined dressing – 10cm x 10cm
- 1 x single use sterile eye pad
- 1 x plastic dressing strips – 10 pack
- 1 x tape wrapped – 1.25cm x 9.1m
- 1 x gauze swabs – 5cm x 5cm
- 1 x safety pins – 12 pack
- 1 x scissors – 125mm
- 1 x tweezers – 125mm
- 1 x nitrile blue latex free gloves – 2 pack
- 1 x first aid label – small
- 1 x antiseptic gel – 1g sachet
- 1 x itch relief gel – 1g sachet
- 1 x sodium chloride steri-tube – 15ml
- 1 x basic dressing pack
- 1 x first aid notes and instructions
Tool Kit
The following tool kit items are highly recommended for each IC’s kit*:
*These items are available in various types of first aid kits from First Aid Kits Australia at https://firstaidkitsaustralia.com.au/
- 1 x large flat head screwdriver
- 1 x large Phillips head screwdriver
- 1 x small flat head screwdriver
- 1 x small Phillips head screwdriver
- 1 x small hammer
- 1 small pair of pliers
- 1 small pair of side cutters
- 1 x small shifting spanner
- 1 x medium shifting spanner
- 1 x locking pliers
- 1 x roll of duct (gaffer) tape
- 1 roll of electrical tape
- 1 small strip of Blu-tack
- 1 small tube of general-purpose glue
- 1 zip lock bag of cable ties
- 1 x spackle
Future Requirements (Heads Up)
The following items may be introduced into the inventory over the coming years:
- Tow Bar
- Roof racks (of equivalent)
- Roof rack mounted pole pipe from broom handles
- Extension ladder
- High-pressure cleaner
- 1 x spare 20m garden hose
- Set of octopus straps
- Set of tie downs or multiple 5m lengths of rope
T2.5 USE OF SERVICE MATE
Service Mate (or SM8) is the Operations Management System (OMS) of choice of Fenix. It provides capabilities to accomplish quoting, invoicing, payment, scheduling, job management, communications (email, text, and phone) within the team as well as externally with customers, reporting, asset management and many more.
There is a wealth of text and video training on all aspects of the system, and it is not the purpose of this training document to reproduce that excellent material. Instead, this training document is intended to illustrate some major points of interest.
This section of training, T2-5 Use of Service Mate, is not the Fenix single source of truth on SM8 or the use of SM8. Please also refer to:
- Fenix Information Document – Use of Service Mate in A3 Info Documents
- Learning Roadmap (available on your iPhone in the SM8 app)
- Service Mate Help online at https://support.servicem8.com/hc/en-us
In this training document and the reference material, staff refers to Fenix cleaners who have been assigned an account in SM8, all independent contractors, and by exception, the staff of independent contractors. While Fenix refers to Fenix management, supervisors, accounting staff, and the administrator of SM8.
Please now study Fenix Information Document – Use of Service Mate.
T2.6 CONTRACTOR INVOICING
Introduction
Fenix makes no secret that one of its top five priorities as a company is legal compliance. We work diligently with our contractors to ensure that they too, operate in the strict sense of the ever-changing laws of Australia.
In this endeavour, as specified in the IC Agreement, it is a requirements that ICs are to submit a fortnightly invoice to Fenix to enable payment for services rendered. It is fine by Fenix if the contractor has their own format for issuing invoices, so much the better.
The only thing we ask is that all the requisite information is provided in a format that we can use to validate the invoice – see below.
If an IC doesn’t have their own format, Fenix are happy to provide a standard template which we will adapt to be specific to the IC’s details. This template is and must remain locked to assure the integrity of the embedded formulae.
Invoice Inclusions
The following information is to be included if an IC chooses to use their own format for IC Invoicing:
- Company Details (Name, Address, ABN, BSB, Acct)
- Contact Details (Name, Mobile, Email)
- Invoice Date (The Thursday of the new pay period)
- Invoice Number
- Total Amount Payable by Fenix (Amount excl. GST, GST, Amount incl. GST)
- For Each Job (Date, Address, Amount excl. GST, GST, Amount incl. GST
This section of training, T2-6 Contractor Invoicing, is not the Fenix single source of truth on the matter. Please also refer to Fenix Procedure – Contractor Invoicing Procedure.
Please now study Fenix Procedure – Contractor Invoicing Procedure.
T2.7 FENIX WEBSITE
General
A considerable amount of resources has been spent in developing a pleasantly appearing, functional website. We use an independent developer and webmaster from Sydney who ensures during the twice per year maintenance programme, the website integrity is maintained by loading and applying the latest protections on the physical server as well as the backend WordPress code. In addition, the latest plug-ins required for peak operation are updated during each maintenance programme.
Adds, Moves and Changes
We keep on record, a file containing any improvements that have been identified for the website. These improvements are passed to the webmaster at suitable non-specific times for the improvement of the website. We are always grateful if people wish to make improvement suggestions such as:
- New customer whose logo we have yet to put on the website
- Supply of quality before and after pairs of photographs
- Spelling errors or unclear statements
- Broken links
- Suggestions for improvements or additions
- Suggestions for blog posts
Blog
Blog posts are placed on the website infrequently, usually in order to point out something we consider to be of significant importance. Consequently, we encourage all new ICs, as well as those who have around a while but not yet done so, to study the blog posts on the website. There are some important tips and tricks buried in the blog.
They are written in such a way that they may be read by the public or Fenix people but generally the intention is to impart knowledge to Fenix people.
Please follow the link to the Fenix Blog: https://fenixpropertysolutions.com.au/blog/
Don’t forget to read “How To Correctly Empty Your Steam Cleaner” it may save you a lot of money.
Training
The training database on the website is set up in such a way as to be as simple as possible to use. There are for main training parts referred to as T1 to T4, where the “T” stands for Training:
- T1 Ethics and Behaviour
- T2 Administration
- T3 Basic Cleaning
- T4 Advanced Cleaning
And all of the supplementary information is stored under the five annexes as A1 to A5, as shown below:
- A1 Agreements and Job Descriptions (JDs)
- A2 Marketing Material
- A3 Informational Documents
- A4 Forms and Templates
- A5 Policies and Procedures
We tried to use as many links as possible to make navigation as easy as possible. Unfortunately some linkages are not possible, and you may have to navigate from some links yourself.
