Intec Communications, LLC
Newsletter | December 15,2014
Compliance - the act of conforming, acquiescing, or yielding; conformity, accordance; cooperation; “Compliance with the law is expected of all”
That’s the definition.
Compliance is what our clients are discussing, instructing and requiring of Intec's management team in all markets on a daily basis. When we do not stay compliant with any aspect of a job, the calls and emails start flying, and Intec loses $ from that job. This happens on every single job. Intec management strives to be clear in communicating exactly what we need to happen every morning, on every job, and how to respond to a situation. But, unfortunately, sometimes we simply fail to reach the mark.
We are going to get better, I am going to get better and you are going to get better.
Technicians are at the frontlines in our fight towards complete compliance. Dealing directly with the customers, keeping constant communication with team members all the while trying to produce superior quality service is no easy task. But, all Intec technicians are capable of achieving the highest level of compliance.
Every employee needs to understand the following definitions:
FTRST - Field Tech Self Reliant Tool
ETA - Estimated Time of Arrival
HIC - Home Integrity Check
UPTX - Upstream
MTF - Missed Time Frame
VOC - Voice Of the Customer
SOI - Service on Install (within 30 days)
There are many more, but this is just for starters. (The security department has an additional group of compliance metrics that need to be achieved, on every job).
Having to know terms like the ones above is just the way it is, remember, this is what we have signed up for - it is our profession.
Below we follow the average day of a successful and compliant technician:
Myself and management from all regions have worked together to come up with these steps, but we are open to any additional suggestions, input, or comments. Who knows better than the people actually doing it everyday! Please submit your additions to, email@example.com. I will personally look at every one.
Being in compliance starts before your get into the building. Prior to entering any Intec facility, technicians must have their uniform on. A complete uniform looks like the following: uniform shirt, approved work boots, visible ID badge, tan Docker work pants, and all outerwear must have only company, client, or NO logo’s anywhere. As an example, sports caps are not allowed.
Arrive at your local facility with enough time to turn in all unused CPE, to acquire new CPE for that day’s route and address any issues with your Supervisor from the previous day. Every single morning it is the technician’s responsibility to check their buffers on their handheld device (Technet) for CPE. Warehouse and Supervisors will help you if needed, just ask. This should take 30 minutes.
Prior to leaving the facility, on your handheld device, update the ETA to your first job. Drive to your first appointment. Never park in your customer’s driveway. All 1st appointments must be started by 8:00AM, in person and on your handheld device. No exceptions. Not doing this could mean 2 of the required metric items will not be met before the work has even started.
Knock on the door with a smile. :) Introduce yourself. Explain the entire job, exactly what’s on the work order, and explain what you will be doing, where the cabling will go. Everything. The customer may have different needs than what is listed on the work order. Depending on the market, there are different procedures, correct the work order to meet the customer requests. Double check with the customer, begin the job.
Run a HIC test on your handheld to understand current levels. Go to the tap to verify levels.
Install all wiring and CPE.
Activate all CPE with your handheld. If there is a failure to activate (could take 10-15 minutes to fail, if it does), IM dispatch. After all CPE is activated, go through full customer education. This should take 20 minutes.
Fully inform your customer of the VOC post call. 100% of your customers will receive one. Make sure that the customer answers all 5 questions with a 5. Let the customer know this call is only to comment on your performance. After informing the customer of the questions, ask if there is anything else you can do to ensure a 5 for all questions. Any previous challenges with the client will not be addressed on this call. Thank the customer and walk outside.
Set an ETA on your next appointment, this must be done 30 minutes prior to your actual ETA and arrival to the next job must be 15 minutes either side of the entered ETA. If you believe you are going to miss the time frame at any point, immediately call your supervisor.
Repeat the steps outlined above on every job.
If each and every technician follows the compliance rules on every job, everyone benefits.
Last Months Cable Math Question Winners!
Important Health Insurance Information
As the new year approaches, it brings with it a fresh start of many things. One important one to pay attention to is your insurance deductible.
We have a calendar year plan, the plans always begin on Jan. 1st and end Dec. 31st. Why is this important? It’s important because after Jan. 1st, your deductible will reset (go back to zero) and you will have to pay out of pocket for each visit until the deductible is met.
The individual mandate, which started in 2014, requires most people to have health insurance. (For example, it doesn’t apply to people who are eligible for Medicaid but live in states that don’t take part in the law’s Medicaid expansion.) If you don’t get insurance through your employer, you can buy it on your own through a broker, a public exchange or marketplace, or directly from an insurance company.
If you don’t have health insurance, you may be required to pay a penalty or tax which will increase over time. They are generally as follows:
For 2014 — $95 per adult and $47.50 per child (up to a maximum of $285 for a family) or 1.0 percent of family income, whichever is greater
For 2015 — $325 per adult and $162.50 per child (up to a maximum of $975 for a family) or 2.0 percent of family income, whichever is greater
For 2016 and beyond — $695 per adult and $347.50 up to a maximum of $2,085 for a family) or 2.5 percent of family income, whichever is greater
Open enrollment begins May 1st! We encourage all of our employees to take advantage of the insurance program we offer. For those of you who enrolled, and future enrollees, take a look at a few of the Aetna member resources available to you:
- Preventive Care covered with no cost sharing; get checkups, screenings, vaccines, prenatal care, contraceptives and more with no out-of-pocket costs
- Teladoc: 24/7 access to board-certificate physicians; Teladoc physicians can diagnose, treat, and write prescriptions when necessary for routine medical conditions (consults are $40 or less)
- Aetna Mobile App available for free on iPhone and Android mobile devices
- Aetna Navigator: member website to find doctors, check claims status, track your deductible and out of pocket maximums, and much more
Intec Cares - Houston Office Homeless Gift Drive
The Houston Office has decided that they want to give gifts to the less fortunate that will bring them comfort during this holiday season.
The gifts being given are simple items that we take for granted everyday, but the reality is the people receiving these gifts truly are in need of them.
If you are an Intec Employee in the Houston Market - it is not too late to help us reach our goal in filling these boxes! See list of suggested gifts below:
Gloves, Scarves, Socks, Clothing, Jackets, Hats, Rain Poncho, Blankets, Water, Soup, Crackers, Trail mix, Toothbrush, Toothpaste, Wet Wipes, Deodorant, Backpack, Bible, Personal note from you and your Family, ETC...
Bring your gifts by the Houston Office today! Together we can make this Holiday Season easier for those who are less fortunate than us.
Carlin Preble December 2014 Employee of the Month!
Intec Communications, LLC is proud to announce Carlin Preble Tech Number 8400 as December 2014 Employee of the month.
Floyd Hammonds, Director of Chicago Market writes:
"Carlin Preble is a Chicago technician who has provided outstanding performance metrics and service for Intec. He regularly completes well over 120 pts/day. He will assist another technician without hesitation. Carlin is also one of the only techs who will, without complaint, allow us to reassign his work from the West mid-day and come to assist Intec North. He does whatever we ask of him without any hesitation. He is a valuable member of the Intec Chicago team and has greatly contributed to Chicago’s success.
Asking me to write all of the great things Carlin has contributed to the Chicago team in 30-35 words is like asking me not to breathe for 5 minutes."
Carlin, on behalf of the entire Intec family we would like to thank you and congratulate you on receiving this award. Your proven hard work and dedication to Intec is invaluable, and you truly embody the characteristics of Intec Employee of the Month.
Check out Intec's Training Website!!! | www.intectraining.net
The Intec Training website is up and running, check it out at www.intectraining.net.
Once you get to the site navigate to: Register Free Here you will provide your information, create a username and password; then submit your account for approval.
Once your account is setup and approved, you will have access to all of the different types of useful information and resources that the site has to offer.
Want to improve your knowledge or further your career? If so, there is a huge knowledge base of information available in the Comcast CTT (Cable Tech Talk) section. There is the X1 tool, which is a complete guide to X1 troubleshooting. There are links to the newsletters, previous months Market Metric numbers, and much more!
Keep on the lookout - coming soon the site will have direct links for: remote codes, set-top boxes, modems, routers, wiring diagrams, and charts to help you with figuring cable loss.
If you are ever in need of help or have any questions contact your local trainer. Check the site out and take advantage of all of the resources it has to offer.
David R. Hollen
National Director of Training
December 2014 Employee Anniversaries
Please join us in celebrating the following employees with December anniversaries:
Dexter Heywood 1 year with the Houston Team
Zelon D James 1 year with the Houston Team
Britany Hawkins 2 years with the Big South Team
Ronald Mader 2 years with the Big South Team
Donald Mader 2 years with the Big South Team
Donna Stewart 2 years with the Big South Team
Alice Kiang 3 years with the Corporate team
Marquette Hayes 4 years with the Houston Team
Antonio A Whitten 4 years with the Houston Team
William Hammonds 5 years with the Chicago Team
Thank you for your countless hours of hard work and loyalty to Intec!
Frostbite and Hypothermia - Prevention, Symptoms, and Response
Even though most Intec employees are based in southern states, and have only seen snow a few times in their lifetime, we want all of our employees to be prepared for extreme cold weather, and have information on some of the affects that it can have on your health.
Please take the time and read the article below to learn more about Hypothermia and Frostbite - you may one day find yourself in a situation where this information comes in handy!
Mild frostbite (frostnip) affects the outer skin layer and appears as a blanching or whitening of the skin. These symptoms usually disappear as the affected area warms. The skin may appear red for several hours.
Superficial frostbite can result in blistering. The first warning signs of this are that the skin feels numb, waxy and frozen, and can look grayish-yellow, grayish-blue or white. Ice crystals form in the skin cells and the rest of the skin remains flexible.
Deep frostbite is the most serious of frostbite cases. Sensation usually is absent in the affected area and blistering usually does not occur. The blood vessels, muscles, tendons, nerves and bone may be frozen. This can lead to permanent damage, blood clots and gangrene, which ultimately can lead to amputation and even death if professional medical attention is not obtained as soon as possible.
Other symptoms that indicate frostbite include swelling, itching, burning and deep pain as the area is warmed.
It is normal to feel pain in the affected area as it is rewarmed. Treatment of frostbite is best performed by trained medical professionals. But if you cannot get to help right away, you can do some simple things to assist someone to warm up.
It is best to get to a warm place where the person can stay dry and warm after re-warming the body part(s). Use warm (100 F/38 C), not hot, water for 30-45 minutes until a good “flush” or reddening of color has returned to the skin. Do not place affected extremities near a fire. It can cause burns due to the lack of sensation in the affected area. You can place affected areas under the armpits or groin area for re-warming as well.
Once an area is re-warmed, it is imperative to keep the area from re-freezing. If re-freezing occurs, this is very serious and can cause permanent damage. It is better to delay warming if there is a chance the area can refreeze while trying to make it to permanent shelter.
Do not thaw the injury with melted snow or ice. Do not rub the area with snow. Finally, avoid alcohol, nicotine and other drugs that can further restrict the blood flow to the affected area.
In summary, frostbite is a serious condition that can be prevented if you plan ahead, properly train the persons in recognizing signs and symptoms and the persons know the appropriate clothing and fabric to wear.
Hypothermia is a dangerously low body temperature; it occurs when more heat is lost than the body can generate. It usually is caused by extended exposure to the cold. Hypothermia can kill amazingly fast when cold temperatures and strong winds cause the body to quickly lose heat. Symptoms of hypothermia start with shivering, which is the body’s attempt to heat from rapid muscular shaking. When the body’s temperature drops to below 95 F/35 C, shivering stops and dizziness and disorientation begin.
At this point, the body only maintains heat around its vital organs — brain, heart and lungs — and shuts down circulation to the arms and legs. The heart rate becomes slow, intermittent and weak, and the blood vessels widen. This makes a person feel hot and want to remove all of his clothes before he finally slips into unconsciousness. Ultimately, the heart stops.
The risk of hypothermia is significantly higher when temperatures are below freezing, although anything that is below body temperature (98.6 F/37 C) can explain hypothermia, especially in older persons.
Persons who are wearing inappropriate clothing are at high risk for hypothermia, as are persons who are wet, tired, dehydrated or suffering from malnutrition. The risk of hypothermia is greater if alcohol is consumed, because alcohol makes blood vessels dilate, providing a larger surface area through which heat can be lost.
As with frostbite, it is easier to prevent hypothermia than it is to treat it. If a supervisor or coworker suspects a person might have symptoms of hypothermia, a rapid response could save a life.
Symptoms of mild hypothermia include a core temperature between normal and 96 F/35.5 C, involuntary shivering and the inability to do things requiring motor skills. Moderate hypothermia means a core temperature between 95 F/35 C and 93 F/33 C. Symptoms include confused thought processing, loss of general motor control, slurred speech, aggressive shivering and, finally, the perception that the person feels hot.
Severe hypothermia can cause death rapidly. This is when a person’s core temperature is between 92 F/33 C and 86 F/30 C. The person has a pale, whitish skin tone and dilated pupils. Waves of aggressive shivering are followed by pauses, which get longer until the shivering finally stops. At this point, the body recognizes that it is not creating enough heat and chooses to retain the energy instead.
The body goes into hibernation and the person will appear dead, although he actually might still be alive. In cases of fatal hypothermia, the core temperature falls below 86 F/30 C, breathing becomes erratic, the person becomes unconscious and the heart stops.
Employee of the Month
What employee of the month looks like:
- This individual’s efforts have inspired and supported the performance and achievements of others.
- This employee is punctual and dependable.
- Demonstrates a positive attitude toward work responsibilities, co-workers, and customers, and services as a role model for others.
- Commitment to quality in carrying out job responsibilities, and is an asset to Intec Communications.
- A willingness to exercise leadership, take initiative, and accept and carry out additional responsibilities beyond the regular job assignments for the good of the company as a whole.
Please submit your nominations for Employee of the Month by completing the form below. The winner will be included in the next newsletter.