COVID-19 - Updated FAQs for Movers
All our COVID-19 info in one place
This page will be regularly updated as the situation with COVID-19 changes.
Last updated Monday 6 September at 18:43.
Dear Man With A Van team.
As per the recent text message, we have made the decision to isolate the depot from our moving teams. This is to try and avoid a situation where the depot and all staff in it, become a Tier 1 exposure site if a positive case was reported. Were this to occur, it is likely we would have to shut down for 14 days.
We’re asking that from now on, unless you are an authorised phones worker, manager or depot worker that day, that you do not enter the depot for any reason.
When you arrive in the morning, there will be a manager present who will let you know which truck you’re working in, and provide you with your:
- Crate of equipment
They will sign you on, and you will then head over to your truck and wait in the truck for your team mate to join you, before heading off for your day. While waiting, you can ensure the cabin touch surfaces, glass, mirrors, and rear of the truck are wiped clean. While driving, the non-driver can be cleaning the cabin as well.
At the end of your shift, you should park your truck in the appropriate yard and lock up. You should hand your keys and phone to the waiting depot staff member who will record the time and sign you off.
BUT WHAT IF…
Q: I need to fill my drink bottle?
A: You should make sure you arrive at work 100% ready to roll, as you won’t be able to enter the depot to fill it up.
Q: I need the toilet?
A: As above, you should make sure you go before you come, as you won’t be able to enter the depot.
Q: I need a coffee?
A: 8 Murray is open from 7am, and they make a ripper coffee. Go there before your start time.
Q: I need to park my bike?
A: Leave your bike at the roller door and a manager or depot worker will carefully put it away for you.
Q: I need to speak to Jules/Matt/anyone else about an issue?
A: Please do so by phone or text.
Q: I need more equipment?
A: Text the office, and we will get what you need and have it ready at the roller door for you.
We absolutely understand this will be a real annoyance. Its likely it will be quite chaotic while we sort this out. Please bear with us, and if you’ve got any suggestions to help, we’d love to hear them!
We're operating as a permitted business in the Road Transport (passenger and freight) category, with a COVID Safe Plan. Download here.
We are working with a Contactless Move protocol at this time.
There are cases of COVID-19 in the community, please immediately check if you were at any of the exposure sites by following this link.
This FAQ page contains information on the MWAV Socially Distanced Moves protocol, followed by a section on safety procedures, then a section on business performance and employment. Further down, there’s the pre-arrival phone script for movers, and the truck disinfection checklist.
Stage Four Lockdown
As you might have heard, we’re back to a stage four lockdown, and require that all moves are contactless during this period of lockdown. This may mean that some customers are not as prepared as they should be - please be kind, help them understand what we need, and call the office if you need help!
Here’s what customers have been sent:
We're operating a modified, contactless service, which aims to minimise the risk of viral transmission. It's our only service offering during the lockdown period, and requires extra steps from customers and our movers.
What we need from you:
- An exact inventory. We will need to know exactly what items need to be moved to make sure all the right stuff is shifted
- Instructions for access to each property. If you’re going to be home, let us know you’re leaving the door open. If you’re not, leave a key out for us. Make sure we’re aware of the access instructions before the move day
- Labels on all items. Attach instructions to your items so the movers know where to put them at the drop-off address
- Clean and prepared property and goods. Please clean all high-touch areas, such as door handles and doorknobs, with disinfectant or soap before the movers arrive. Please wipe down hard surfaces on your furniture items using disinfectant
- Isolate yourself. Arrange to be offsite while the movers work, or isolated in another room, with the door closed. Talk to the movers over the phone, not in person, if you have additional instructions while they're working. We'll call you before arrival, so you’ll have the movers' number
- Provide a credit card over the phone in advance of the job. We’ll securely store it, put through payment at the end, and email you the paid invoice. We can’t accept cash or EFTPOS in person at this time. If you wish to tip our movers, rest assured that you can still do this - just let them know over the phone at the end of the job.
Note on assisting our movers: Under normal circumstances, we allow customers to assist with the handling of items to speed up the moving process. This is not an option at the current time. As a result, all one-mover bookings must only list items which can be safely handled by a single person.
We reserve the right to leave any job where our movers feel at risk, as this is a public health issue.
Office staff need to:
- Ensure that customers are aware of what is required of them at the time of booking. Customers need to accept and agree the move rules and not just have a "she'll be right" attitude.
If you feel that any of the above protocol is not being followed, or that the move is likely to infringe the rules (even before you arrive), you must call the office and speak to a manager, explain the situation.
I'm feeling sick, or have symptoms. What should I do?
Do not attend work. You should remain at home, self-isolate and arrange for a test. Notify the manager on duty in the office (94173443) as soon as you have your result. Please take a screenshot of your result, and send it through to email@example.com for confirmation.
If you're at work and begin to experience symptoms, contact the manager on duty as soon as possible. We will arrange to transport you home, where you should self-isolate and arrange for a test, as described above.
Where can I find useful information on social distancing, hygiene and what to do if I have symptoms?
All staff should familiarise themselves with the DHHS advice on distancing, cough hygiene, hand washing, and what to if symptomatic, available at https://www.dhhs.vic.gov.au/staying-safe-covid-19
We've also got posters up on the depot with information about these practices, as well as floor markings in the depot and office showing the appropriate spacings between people. There are posters displaying the maximum number of people in each area at any given time. (4 square metre rule).
What if the customer fails to self-isolate during the move?
Your customer may be failing to take the precautions seriously. If they won’t stay off-site, or isolate in a separate room, follow the below steps.
First time: move to a safe distance and remind them of the contactless rules.
Second time: remind the customer again that it is important that they follow the rules, and tell them you’ll have to call the office for advice. Go to the truck cab and call the office, and a manager will call the customer to explain the rules, explain why we need them followed, and say that we’ll need to leave if there are further issues with keeping the move safe.
Third time: head back to the truck, call the office, a manager will speak to the customer and let them know the move will need to be cancelled. The customer will be told to re-book for a time when they’re able or prepared to follow the guidelines.
Important: the above three steps are merely a suggestion. You can (and should) call the office at any time you are concerned about the move's progression, or your customer or teammates' approach to safety, so that a manager can advise you how to proceed. Even the smallest health concern is worth a call to discuss if you're not sure.
- “I’m sorry, but I need to ask you to leave us to it - we’re not allowed to work with customers present at the moment, due to our contactless move rules.”
- “Sorry if it seems a bit over-the-top to you, but the rules are there to protect you, as well as us.”
- “I can see that you’re trying to help, but we need to complete this job without any contact. I’m sorry but I have to ask you to keep an appropriate distance or self-isolate while we’re here, and call us on the phone if you have anything you want to discuss.”
- “I’m just going to give the office a call to check with them on how to proceed with this move. Please keep an eye on your phone, because my manager might need to call you to discuss.”
How should I use face-masks and gloves on the job?
Full advice from the Department of Health and Human Services is here - https://www.dhhs.vic.gov.au/face-coverings-covid-19. We've summarised the relevant points for movers in this section.
Man With A Van requires that you use a face-mask, and not another type of face shield. The company provides 3-layer face masks for all staff.
What counts as a lawful reason?
There are a number of lawful excuses for not wearing a face covering including:
- if you have a medical condition or other condition that impairs your ability to wear a face covering,
- doing strenuous exercise or
- if you are unable to do your job while wearing a face covering.
- People who have a medical condition, including problems with their breathing, do not have to wear face coverings. Some people who have past experiences of trauma are unable to wear a face covering due to psychological impacts. This is a valid reason not to wear or carry a face covering when you leave home.
You can remove your face covering if you are communicating with a person who is deaf or hard of hearing, where the ability to see the mouth is essential for communication. A person may remove their face covering to smoke or use an e-cigarette, but must put a face covering back on as soon as they finish. You can take your face covering off when eating or drinking.
You mentioned strenuous exercise?
The current DHHS advice states that if you are doing a physically strenuous task which leaves you "out of breath or puffing", you can remove your mask while that remains the case. Once you're not in a state of puffing or strenuous movement, you should put the mask back on. So, if your mask is uncomfortable while you're moving stuff up/downstairs or on a steep slope, you are able to remove it - but you need to put it back on as soon as you're back in a non-puffing/out-of-breath state. If you're able, wear it all the time.
Have a discussion about mask wearing with each customer during your day of work.
You should always arrive to the job and greet the customer wearing a face mask. If you are going to remove your face mask because of the 'strenuous exercise' involved in the job, discuss this with the customer first, explaining the 'strenuous exercise' or 'huffing and puffing' rules, to put them at ease.
Do I have to wear a mask in the trucks?
If you are driving alone or only travelling with people from your household, you do not need to wear a face covering. You should put your face covering on before you leave your vehicle or if you wind down the window to talk to someone.
If you are driving with people for work or people you don’t live with then you must wear a face covering unless you have a lawful excuse.
You must wear a face covering if you are a passenger or driver in a commercial vehicle such as a taxi or Uber, unless you have a lawful excuse.
That’s a lot of mask wearing. Can I take a break?
It is important you wear your face covering when at work, but some people may require short breaks from wearing their face covering. When you do so, ensure you are not near other people, and follow this advice when removing your covering. Only a short break should be required, or when you're huffing and puffing.
How do I wear a face covering correctly? Cloth mask
A cloth mask should fit securely around the face, specifically covering the nose and the mouth areas. The mask should fit snugly on your face and be secured by ties at the back of your head or ear loops. If you are using a mask with ear loops, you can use a plastic clip or tie to join the ends together at the back of your head to make sure it fits snugly on your face.
Make sure that your mask does not have holes or any unfiltered one-way valves. This can result in breathing out the virus if you have coronavirus (COVID-19).
Wash your hands for at least 20 seconds with soap and water, or use hand sanitiser that is made up of over 60% alcohol, before putting on your mask and after taking it off. Avoid touching your eyes, nose, or mouth at all times and store used cloth face masks in a plastic bag until you have an opportunity to wash them.
How do I wear a face covering correctly? Surgical mask (single use)
- Before putting on the mask, wash your hands for at least 20 seconds with soap and water, or use a hand sanitiser that is made up of over 60% alcohol.
- Check for defects in the mask, such as tears or broken loops.
- Position the outer side of the mask outward according to the instructions of the manufacturer.
- If present, make sure the metallic strip is at the top of the mask and positioned against the bridge of your nose.
- If the mask has:
- ear loops: hold the mask by both ear loops and place one loop over each ear
- ties: hold the mask by the upper strings. Tie the upper strings in a secure bow near the crown of your head. Tie the bottom strings securely in a bow near the nape of your neck
- dual elastic bands: pull the bottom band over your head and position it against the nape of your neck. Pull the top band over your head and position it against the crown of your head.
- Mould the bendable metallic upper strip to the shape of your nose by pinching and pressing down on it with your fingers.
- Pull the bottom of the mask over your mouth and chin.
- Be sure the mask fits snugly.
- Don’t touch the mask once in position.
If the mask gets soiled or damp, replace it with a new one.
How do I know my cloth face mask is working?
You know your mask is working to protect you if it is well fitted. If the ties are loose, tighten them to ensure a snug fit. The mask should fit snugly and cover your nose and mouth. Keep an eye on the integrity of the fabric as it may thin over time with repeated washing. If this happens, replace the mask
When should I wash my cloth mask?
A cloth mask should be washed each day after use. However, if during the day your mask is visibly dirty or wet, do not continue wearing your mask; the mask needs to be washed.
Re-using a cloth mask without washing is risky because it can become contaminated or may not be as effective in protecting you.
How do I wash my cloth mask?
Cloth masks can be washed in the washing machine with other clothes, or hand-washed using soap and the warmest appropriate water setting for the cloth.
Your cloth mask should be dry before re-using it. You can use the heat setting on your dryer or lay out flat to air dry. If possible, place the cloth mask in direct sunlight. Wash your hands after handling used face masks.
Gloves: Disposable gloves should be used when entering a property, where the doors need to be opened by you. Secure the doors open and/or sanitise door handles if they will need to be used while you’re onsite. Then dispose of the gloves.
How are we reducing risk in the office?
Our aim has been to distance people as much as possible in the limited office space we have. We’ve removed some stations so that office staff are further apart when sitting. All office staff have their own keyboard, headset and mouse. Managers who can work from home are doing so whenever possible. The air conditioning runs continuously to keep ventilation at maximum possible.
If I'm sick, what do I need to do?
If you’re sick, stay home from work. If you have any coronavirus symptoms, seek out a test. Do not attend work, meet up with others or go shopping until you have a negative test results. See https://www.dhhs.vic.gov.au/getting-tested for Victorian government advice.
What if my workmate isn't taking the safety procedures seriously?
If you feel that your workmate isn't taking the required precautions, please speak to managers Matt Windsor or Jack Tandy in the office, or Health and Safety Rep Nick Reich. It's a serious situation, and all staff need to have that at front-of-mind while working.
How do I report a safety issue (whether COVID-related or otherwise)?
All safety issues should be logged at ohs.manwithavan.com.au (for personal injury or near misses), or at https://manwithavan.wufoo.com/forms/damage-report/ (vehicle and property damage and vehicle safety issue reporting). If you have a positive test result, please notify a manager as soon as possible via phone, but also log a report at ohs.manwithavan.com.au when you are able.
What financial support is available?
- Information on government financial support for workers is available at https://www.dhhs.vic.gov.au/covid-19-worker-support-payment
BUSINESS PERFORMANCE AND EMPLOYMENT
We're currently very busy, due to a backlog of moves which were unable to be completed during the extended lockdown period. We have plenty of shifts available. If you’d like to pick up more shifts, or talk about your roster/availability, please email firstname.lastname@example.org or speak to a manager on 94173443.
PRE-ARRIVAL PHONE SCRIPT FOR MOVERS
“Hi, it’s [me + other mover] from Man With A Van. We’re going to arrive in about 15 minutes. I was just calling to confirm that you’re aware that today’s move will be a contactless one, due to COVID-19. Our office should have sent you an email describing our protocols in detail.”
- “Is there anyone sick or self-isolating at the properties, or who could be in a high-risk COVID group?”
Thanks, see you soon
“Ok, thanks for the chat.
If you’ve got any further questions, let me know and I can get a manager to give you a call to discuss it with you. See you soon.”
Action: Put on PPE before arrival
You should already be wearing your mask, as per government guidelines (as you are out in public). You should also put on gloves in case you need them while you secure access doors open. Arriving with PPE on helps customers see you are taking the requirements seriously.
TRUCK DISINFECTION CHECKLIST
Please follow these steps to disinfect frequently touched areas of the truck. It’s best to wash your hands before and after disinfecting wherever possible. If you can’t wash your hands with soap and water, hand sanitiser is your next best option.
When packing up the truck at the end of your day of work, please follow these steps:
- Remove any rubbish and sweep out the truck
- When using the chlorine, spray it directly onto the cloth and then wipe surfaces with the cloth.
- In the back of the truck please wipe down all hard surfaces that you’ve touched that day. That might include rails, entry points, trolley handles, strap buckles, broom etc.
- At this stage jump out of the truck and wipe down a few more things things before heading back to the depot:
- Ramp: Wipe down the sides of the ramp and then stow it. Before you slide it right in, give the end a wipe as well.
- Doors: You’re just aiming to get the areas where people place their hands.
- Handles: Wipe down the accessibility handles on either side of the truck.
- Fuel cap: Wipe the fuel cap if you’ve filled up with fuel today
- Dash: Wipe down the whole dash especially all the console controls. Make sure the cloth isn’t excessively damp when wiping down the electronics. Wipe the whole steering wheel including the horn and the light, indicator and windscreen wiper controls. Wipe down the phone mount. Wipe down the gear stick and the hand brake.
- Seat belts: Just a quick wipe of the buckles.
- Sun visors: Wipe down the visors and the edge of the compartments above where people place their hands. Grab out the first aid kit and fuel card box and wipe down the exteriors.
- Positioning controls: Wipe down the levers that adjust the position of the seats and the steering shaft.
- Doors: Wipe down the door handles, window controls and accessibility handles. Then jump out of the truck and wipe down the exterior door handles, black casing around the rearview mirrors and the black bars the mirrors are mounted on.
- Phone etc: Wipe down the phone, eftpos terminal and keys before you return them their pigeonhole. Again, make sure your cloth is not excessively damp when wiping the electronics.
Put back in box:
- 2 spray bottles
- 2 hand sanitisers
- Roll of paper towel and garbage bag roll
- Box of gloves
- All unused cloths
All dirty cloths go into the bucket in depot to be washed.
- Park your truck and wash your hands before signing off or touching the staff computer (or anything else).
OTHER USEFUL INFO
- We are following Health Department directives regarding self-isolation, hygiene and social distancing. More details are here: https://www.health.gov.au/news/health-alerts/novel-coronavirus-2019-ncov-health-alert
- We have a comprehensive cleaning and disinfecting schedule for all workstations, vehicles and the depot. More details are here: https://www.health.gov.au/sites/default/files/documents/2020/03/environmental-cleaning-and-disinfection-principles-for-covid-19.pdf
- We're encouraging regular and thorough hand-washing by employees and customers, following this advice: https://www.dhhs.vic.gov.au/sites/default/files/documents/202003/Reduce%20your%20risk%20of%20coronavirus_Poster.pdf
FURTHER QUESTIONS OR CONCERNS
If you have any further questions about MWAV’s COVID-19 response, whether regarding safety, employment, or anything else, please email to email@example.com or call the office on 9417 3443. You can also submit anonymously at tinyurl.com/mwavanon