NPS Update

(Note: figures current as at 24 September 2014)

ISGM CCTs continue to receive fantastic feedback from customers with over 60% of our customers in September scoring the field technician a 9 or 10! This is a great result and it is important that we celebrate this success, so pat yourselves on the back for the fantastic service you are providing to your customers.

Below are just a few of the positive comments CCTs have received in August. Congratulations to our CCTs that have received some fantastic comments from their customers:

Central

Gerran Smith of Performance Cabling (TM: Dennis Sales)

“Prompt and efficient service. Helpful and friendly technician.”

Mark Grech of Mardam Communications (TM: Mick Foster)

“Efficient and friendly being able to get back to the same person if needed.”

Northern

Robert Williams of EMW Electrical (TM: Bec Preston)

“The tech was a lovely man & very helpful.”

John Hamze of Immortel-E-Communications (TM: Keith Painter)

“Technician John was extremely courteous, friendly and helpful. He supplied a call back direct phone if any further problems arose. He had a great vibe.”

Southern

Andrew Vanzetti of Rosski Corp (TM: Lachlan Wright)

“My issue was dealt with the next day – very fast response. The technician was very knowledgeable, efficient and courteous, he resolved my problem quickly, please pass this feed back onto Andrew the technician thanks.”

Waruna Dissanayaka of Jantec Telecommunications (TM: Julian Powell)

“Quick response to fix the problem. Same day follow up call from the technician to check we were aware the fault was fixed.”

Western (SA/NT)

Daniel Anic-Kaliger of Dan the Comms Man (TM: Daniel Worthington)

“The issue was resolved in one day which was outstanding. The technician was very efficient and caring and spent a little more time to make sure the issue was solved. Keep up the good work”

Igor Popkov of IJP Communications  (TM: Greg Ormsby)

“The tech was very good and contacted me before and after.”

Western (WA)

Kartheepan Velautham of Mind Tone (TM: Pramod Gopisetty)

“The technician Karthi was very helpful with the phone line problem and assured me he will always be on call if the problem arises again, which it has. Telstra always keeps you in the loop as the job progresses and by activating my mobile to take over the landline calls I do not feel isolated. Keep up the good work.”

Amanuel Gebremedhin of ERIEL COM (TM: Ray Mcdonnell)

“Excellent & courteous service”

Spotlight: Peter Gould, Central Team Manager

When the only way is up!

Peter Gould and his team know what it is like to be one of the lowest performing teams. In March, the team’s NPS result was negative and the goal of +34 seemed unimaginable. With some training and coaching around the Customer Service Basics steps, the NPS result has begun to lift as more and more customers were having positive experiences. The turnaround in this team is nothing short of sensational, where the team now leads the Central region for September with an NPS of 67.5!

Peter attributes the improvement to a number of factors, including:

• All CCTs now look professional as they wear their co-branded uniform with pride each day.
• All CCTs are now calling every single customer on approach and leaving a voicemail message if the customer doesn’t answer the phone.
• All CCTs are explaining the issue to the customer in a way the customer can understand, to ensure the customer is kept informed.
• All CCTs are leaving the 14DCC with their eligible customers.

The Customer Service Basics steps can seem, well basic and it can be hard to understand how missing a step here or there can impact a customer’s experience with the field technician. Peter’s team is a testament that following these steps consistently with every single customer has a positive impact on the customer experience and on the NPS results that follow.

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ACMA Structured Cabling requirements

From 1 July 2014, all registered cablers undertaking specialised cabling work in customer premises must have the appropriate endorsements or competencies for installation, maintenance or repair work that involves:

• Broadband (data or co-axial cable in a lift or the home/small office environment); or
• Structured (data cable such as Cat 5 or Cat 6); or
• Optical-fibre cable; or
• Co-axial cable.

Cablers are required to have the competencies for the type of specialised cabling work they will be undertaking.  For example, if you will only be working on structured (data) cabling you will only be required to have a structured competency.

FAQs:

What happens if I don’t have any endorsements and competencies and continue to work on specialised cabling?

You could be fined or prosecuted for failing to comply with the Cabling Provider Rules 2000. Vendor guarantees, warranties and your public liability insurance may also become null and void.

I have an Open registration with Cat 5, Fibre and Co-ax endorsements. What does this allow me to do?

You are permitted to undertake any telecommunications customer cabling work. You do not have to complete any additional training. The endorsements for Co-axial, Optical-fibre and Cat 5 are equivalent to the new competencies.

I have a Restricted registration. What competencies can I obtain?

The only competency available to holders of Restricted registrations is the Broadband competency. If you intend to install, maintain or repair any data cabling or co-axial cabling in a domestic premises or the small office/home office environment you will be required to attain this competency.

What about Aerial and Underground cabling or TV?

The changes have had no effect on the Aerial and Underground requirements. A cabling registration is not required to install, maintain or repair TV co-axial antenna cabling or satellite TV co-axial cabling. However, if the satellite TV set top box or a TV requires a telephone or data connection, you must have a cabling registration with the appropriate endorsement or competency if you intend to install additional telephone or data points for a set top box or a TV.

I have a lift registration. How do the changes affect me?

Your Lift registration will continue to remain valid, subject to the expiry date. Lift registration is an ‘add-on’ to an electrical qualification that applies to telecommunications cabling work in the lift environment only. The only competency available to holders of Lift registrations is the Broadband competency. If you intend to install, maintain or repair any data cabling or co-axial cabling in the lift environment you will be required to attain this competency.

Training and more information:

Registered Training Organisations: http://www.titab.com.au/training-assessors/training-organisations.

Please refer to sections 2.2, 2.3 and 2.4 of the ACMA’s Cabling Provider Rules for a detailed description of the cabling work. For more information, contact the ACMA on 1300 850 115 or at info@acma.gov.au.

Snake Awareness

With the onset of Spring and warmer weather, there have already been snake sightings in New South Wales. In the event of coming into potential contact with a snake, subcontractors and Team Managers should remove themselves from the area.

Most cases of snake bite occur when people are trying to catch or kill snakes. DO NOT attempt to catch or kill snakes. There are several wildlife controllers who specialise in snake removal and may be able to assist with the capture and removal of snakes.

Further assistance can be obtained from your state Department of Sustainability & Environment:

• to report details of snakes on public land
• to obtain contact details for licensed snake catchers (for snakes on private property)

Preventative Measures

If a snake is found on a work site and could put people at risk, take the following actions:

• Treat all snakes as potentially venomous
• Stop work and evacuate the immediate area
• Do not attempt to catch or kill the snake
• Warn other persons in the area
• Contact Team Manager for further guidance

Emergency Treatment

1. Follow DRSABCD
2. Rest and Reassure the patient
3. Apply the Pressure Immobilization technique by:
   • Apply a broad pressure bandage (preferably crepe) over the bite as soon as possible
   • Apply a pressure immobilization bandage being an elastic roller bandage or heavy crepe bandage
   • Start just above the fingers or toes and bandage as far up the limb as possible (include the snake bite)
   • Apply tightly without stopping blood supply to the limb
   • Splint the bandaged limb
4. Ensure the patient does not move
5. Write down the time of the bite and when the bandage was applied
6. Stay with the patient
7. Check circulation in fingers or toes
8. Dial 000/112 (mobile phones)

WARNING

• DO NOT wash venom off the skin
• DO NOT cut the bitten area
• DO NOT try to suck venom from the wound
• DO NOT use a tourniquet
• DO NOT attempt to catch the snake

Signs and symptoms

1. Puncture marks or scratches
2. Bleeding from the site
3. Nausea, vomiting and diarrhoea
4. Double vision or blurred vision (diplopia)
5. Headache
6. Drooping eyelids
7. Trouble speaking or swallowing (dysphasia)
8. Drowsiness, giddiness or faintness
9. Pain in the throat, chest or abdomen
10. Respiratory difficulties, weakness or arrest
11. Dark urine

Safe Work Australia Month 2014

October is Safe Work Australia Month. Safety month encourages people to focus on safety in their workplace to reduce death, injury and disease. Find out more at Safe Work Australia

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iEXTRA is the exclusive online discounts program for companies who provide services to ISGM.

For just $5 a week, you can score fantastic savings at over 350 retailers including Coles, Woolworths, Caltex, JB Hi-Fi, ASOS, Expedia and many more!

Register today at www.iextra.com.au!

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Across the country, ISGM’s trainee program has proven a big success. The program has produced over 400 I&M subcontractors nationally, with the last of the trainees recently graduating in Perth.

Perth trainees with ISGM I&M TM Stephen Glance

Andrew Hayhoe, RCM, Western – WA region, congratulated the new subcontractors who successfully completed the I&M traineeship in Perth and have commenced in the field over the last few months.

“Your contribution and commitment is appreciated and I look forward to your ongoing success,” he said. “I would also like acknowledge the work of key contributors to the program, namely ISGM’s Greg Kenyon, Rob Drysdale (State Manager, AiGTS Western Region), John Croxson (Managing Director, JB Hunter Technology), Daryl Mangles and Richard Simpson (Techpac) and finally, our own Rick Nystrom as the Team Manager who coordinated all six groups.”

ISGM was also acknowledged recently at both the 2014 Victorian Training Awards and the NSW Training Awards. The awards recognise excellence in vocational training and how partnerships between training providers and businesses are creating a strong skills base in Australia.

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Congratulations to our iSTAR winners for October. These subcontracting companies have gone above and beyond the normal expectations with customer service, quality work, productivity and team work.

Central — ACE Connections: Aleksandar Nestorovski

“Aleks has displayed excellence in customer focus. Recently, he was part of an escalation from one of our most senior stakeholders, The Hon Malcolm Turnbull. He was onsite and completed the job in record time. Telstra was very grateful, as was the Minister’s office.” Scott Hughes, Team Manager, Central

Western – SA — Condies Communications: Shane Condie 

“Shane has gone to Sydney and Perth for peak load, trained in ADSL and has received mentions from Deployment re. his willingness to go to other areas.” Dave Pomeroy, Team Manager, Western – SA

Southern — Switched On Electrical Solutions: Peter Wolosz

“Peter ticks the boxes in all KPIs; he not only just meets them, he smashes them. He is able to do quantity as well as quality and has excellent NPS. He has completed an ADSL course recently and is performing ADSL tasks with ease. Great work, keep it up.” John Dick, Team Manager, Southern

Northern — Kwik E Comms: Kiel Headrick

“Kiel has shown a constant high level of customer service, workmanship and KPIs and getting on with the job with minimal fuss.” Kevin Painter, Team Manager, Northern

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Importance of Safety Footwear (with a defined heel)

When undertaking work in the telecommunications industry, companies who provide subcontracting services to ISGM subcontractors can limit the risk of falls by ensuring all workers wear steel cap boots with a defined heel.

This is particularly pertinent when climbing ladders in the field and in the exchange.

Climbing Ladders

1. Wear fully-enclosed, slip-resistant footwear with defined heals
2. Check (healed) safety footwear soles are dry and clean

For more on Working with Ladders, visit CMS Contractor Portal (Click on ‘Documents’>’HSEQ Management System’>’HSE Safe Systems of Work’>’Procedures’)

Footwear

Minimum requirements are safety boots (steel-capped or hi-impact non-metallic composite type toe cap boot) that meet AS/NZS 2210.3 requirements with slip-resistant and puncture-resistant soles and has a defined heal.

Asbestos removal work requires that the boots are laceless (i.e. steel-capped gum boot be worn which are easy to wipe down after the job).

Note: Boot must be in good condition and replaced if the steel cap becomes exposed.

AS/NZS 2210.1 Safety, Protective & Occupational Footwear Part 1: Guide to Selection, Care & Use sets out an understanding of the requirements for the selection, care and use of safety, protective and occupational footwear in an extensive range of workplaces and professions.

Some generic recommendations for selecting the correct style of footwear include1:

• Lace Up or High Leg Field Boots should be worn on uneven surfaces, the higher the lacing the less chance of sprained ankles;
• Lace Up Ankle or High Leg Field Boots are not recommended for situations where continuous bending or squatting is normal;
• Elastic Sided Boots are recommended for maintenance applications as there are no laces and are able to be removed quickly;
• ‘V Cut’ or Gusset Front Pattern Elastic Sided Boots are recommended where sparks or hot metal splatter could otherwise destroy stitching; and
• Elastic Sided Boots with Bump Guard or Scuff Cap are recommended in maintenance operations where continuous bending and squatting could otherwise damage leather around and over the toe area.

Correct use of tools and equipment

The use of an improvised implement or the incorrect tool to perform a task can result in personal injury resulting in unnecessary pain and suffering, inability to perform certain tasks, and loss of income to your company. For example:

Cable stripping:

Use this                                                                                       not this

Crimping:

Use this                                                                                       not this

Seal breaking of a pit or manhole:

Use this                                                                                       not this alone

New HSE committee representative for Western – SA/NT 

In the July Pillar to Post, we communicated the result of the election for the Western region safety representative. To provide more efficient coverage for I&M in the Western region, all committee members agreed to introduce a new Designated Work Group for SA/NT. Following a nomination process, Shannon Cornelius of Corny’s Cabling & Phones has been elected to represent the new DWG and participate in committee meetings.

Western I&M representatives:

Western WA - Clinton Thomas

Western SA/NT - Shannon Cornelius

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We’ve had some wonderful feedback from customers and Telstra on the performance of ISGM subcontractors. Congratulations to the subcontractors and team members listed who have recently been commended!

Western – WA

Customer feedback for Weleadcomm: Li Wangfeng — “I would like to send a commendation to Li Wangfeng, who was the subcontractor assigned to fix a battery fault I had reported on my home phone line. Li was very thorough in his work and he had the courtesy to call me as he wanted to confirm that the service had been restored. Li made sure he had restored my home phone line before completing the job and he also left the 14 day calling card, which I am sure I will not need. So I wanted to say a big thanks to Li for his very friendly attitude and his thoroughness in doing his job. He is a real credit to ISGM/Telstra and I wish there could more field techs like him.”

Western – SA/NT

Customer feedback for Caprice Comms: Brenton Harding — “My Mother is 87 year old, has had some health issues and has a doctor phone line attached. She was attended by Brenton. He did a super job. Very difficult as I am interstate and he looked after my Mum as if she was his Mum……Well done and thanks!”

Northern

Customer feedback for McNeil Services: Nicholas McNeil— “Nick did an awesome job of fixing my PSTN line at my new premises. He worked back – it was after 6pm when he booked it off. He located the problem and sorted it out. I now have dial tone and ADSL. My wife and my Son are both grateful. As am I. (means we won’t be hammering the mobiles quite so hard).”

Southern

Customer feedback for JConn: Jayden Morrison— “Jayden attended a fault this morning and the customer said that Jayden was “polite, friendly and very helpful.” It is great to see that this customer had such a great experience with Jayden that he contacted the ISGM compliments line. Keep up the great work!”

Telstra CEO feedback for Fentons Telecom: Sumedha Niyangoda — “I was very pleased to read about the great service you have been providing one of our customers. A customer wrote to me after you visited her home to fix the problems with her Telstra services. She said that you were very efficient, and your “courteous nature and exemplary manner” were just some of the words she used to describe the way you went about your work. She remains a Telstra customer because of the excellent service that you provided, which really is a fantastic compliment. Congratulations, and well done on creating an advocate.”

Customer feedback for Rosski Corp: Andrew Vanzetti — “She said that you were very efficient, and your “courteous nature and exemplary manner” were just some of the words she used to describe the way you went about your work. She remains a Telstra customer because of the excellent service that you provided, which really is a fantastic compliment. Congratulations, and well done on creating an advocate.”

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Dedicated Plant Policy – 3-month expiry period

Telstra has advised that there has been some confusion over the expiry periods for dedicated plant policy with some ISGM subcontractors.

The dedicated expiry period for PSTN is three months. This is due to changing trends in customer take up and plant usage and only applies to the following infrastructure, when an infrastructure shortfall is identified.

The following infrastructure can be reallocated after three months to meet PSTN infrastructure shortfall for a new or inplace activation order:

1. PSTN path (includes JITNEP path)
2. PSTN path with ADSL Port
3. ENs / LIs

Exclusions

The six month rule continues to apply to: ISDN path & ISDN LIBA –all ISDN infrastructure due to different held order management guidelines

1. The assignment of DSL port, or alternate path requests to provision a ADSL MOD order

Dedicated plant under three months is not to be allocated for new service provisioning; current held order rules apply.

CT Help Desk call management

In an effort to improve response times for CT enquiries, Telstra advises that the CT Help Desk will deliver assistance to a technician provided that they have:

1. Attempted to resolve using the Field Essentials Portal: http://www.in.telstra.com.au/ism/fieldessentials/

2. Contacted their Field Team Manager

3. Contacted the correct call centre

What are the benefits?

When CTs contact the correct business unit support teams first, it gives them the opportunity to carry out their functions, address coaching opportunities and resourcing issues and to provide awareness for Team Managers of skills gaps and learning requirements.

If the escalation channels within the appropriate group are unsuccessful, CT Help Desk will continue to work with the relevant Subject Matter Experts and Managers to drive improvement.

Telstra says this will improve response times for CT Help Desk enquiries and help Telstra to serve customers better.

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To make sure that compliance is met every time, subcontractors must adhere to the following requirements in the field:

Joints

• Heat shrink joints can be used until the stock runs out.
• All jointers using Dexgreen materials need to complete the course and survey before ordering Dexgreen joints through iOrder.
• Silicia bags need to be installed and tied off in the joint.
• The joint needs to hold air pressure and be tested with a Dome tester to meet the required standards.
• The joint needs to be supported, where possible.
• Conductors need to be cut at the correct lengths.
• Unit collets and pair collets need to be fitted.
• Pride tags need to be installed with the relevant details attached.

Exchange

• It is MANDATORY to sign-in to the Exchange Log Book when entering/departing.
• Remove redundant jumpers, where possible.
• Solder all jumpers, where required.
• Check links, ADSL sync and or dial tone is leaving main pair.
• Clean up scrap jumper wire and excessive solder off the floor.

Cross Connecting Units (CCU)

• Solder all unsoldered pairs, where possible.
• Re-run jumpers outside the fanning strip.
• Remove redundant jumpers, where possible.
• CNI any CCU that cannot be brought to standard in the TOW time.
• Ensure approved test leads are used at Quante pillar strips. The use of two pair connectors is not approved.
• Replace faulty/damaged CCU caps to ensure security of the network.

By getting the job done right the first time, your company will save time and money without having to return to rectify defective work.

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14 Day Customer Card (14DCC)

What are the benefits of using the 14DCC?

• Personal touch to customers
• Customers can call you directly within 14 days
• Customers like that they can speak with the same technician who understands their needs
• Customers have a more positive experience resulting in higher NPS
• Resolving the issue over the phone can reduce your rework

14 Day Customer Card — busting the myths

Need help?
Please chat to your TM or check out the 14DCC training video at: http://video.isgm.com.au/category/installation-and-maintenance/customers/

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ISGM subcontractors at the Blakehurst information night.

ISGM’s Central and Southern regions will be holding their final information nights for the year soon.

Regardless if you are new to ISGM or have been a subcontractor for some time, they are a great way to hear about topics like health and safety and ways to help drive your business, through Fee For Service and Opportunity Knocks.

In September, Central region subcontractors discussed topics like HSE, FFS, NPS, 14DCC and JDSU at the Blakehurst exchange.

The next information sessions to be held:

Central

Tuesday, 11 November 2014

Liverpool

18 Terminus St

Please RSVP to margaret.kennedy@team.telstra.com

Southern

Monday, 8 December 2014

Broadmeadows

37 Camp Rd

Please RSVP to lia.habouchi@team.telstra.com

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To ensure the safety of workers and the public, ISGM subcontractors must be mindful when entering a Telstra exchange.

What do ISGM subcontractors need to do when entering a Telstra exchange?

All individuals entering network sites must:

• Follow the entry instructions
• Sign the Telephone Exchange Site Attendance Logbook on entry and exit of the exchange
• Keep doors closed

What do ISGM subcontractors need to do if something needs to be fixed or replaced at the exchange?

If you see something that needs repair, please call Telstra on 1800 773 080.

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We’ve had some wonderful feedback from customers and Telstra. Congratulations to the ISGM subcontractors and team members listed who have recently been commended!

Southern

Customer feedback for M&D Lewis: Merv Lewis — “Merv came out to fix our problem with Telstra ADSL. The problem wasn’t straightforward but he kept me updated through the entire process, taking time to explain what was happening and why and the steps he was taking to try to resolve the problem. Merv was simply fantastic. The issue we had could have easily have been put in the ‘too hard basket’ and I was impressed and grateful that Merv was there to do a fantastic job and resolve the issue. Merv was very personable, polite, professional and I can’t recommend him highly enough.”

Telstra feedback for Tadah Group: Ross Barblett — “A competent, knowledgeable, forever cheery individual who does what he says. He has made the issues to do with my modem and BigPond Service over a period of months understandable.  We are slowly working towards a solution.  I could not fault his approach, response and attitude. If he is an example of the quality of service ISGM is delivering in the field, then I know that our mantra around customer centricity is certainly working and improving all our prospects.”

Customer feedback for JConn: Jayden Morrison — “I would like to compliment Jayden on a job well done. What a wonderful boy! He fixed my phone line. I had no line. He found the problem and fixed it. He was lovely, pleasant, efficient.”

Western – SA/NT

Customer feedback for One Number: Michael Formstone — “Michael was courteous and professional and assisted with checking the pit, the unit connection and then the internal points as well. Michael ended up having to replace a filter/splitter in the cable connection box and also the connection on the internal wall socket as well and the network was then accessible. Michael was one of those technicians that helps restore the faith because of his professionalism and his work ethic.”

Telstra feedback for Ormsby Communications: Corey Ormsby — “I know you was assigned to a fault job, however, you went above and beyond and put the socket in for the customer and set up their modem for them. These customers have been through a lot with trying to get their connections sorted. I know they really appreciate your efforts and I really thank you for going above and beyond.”

Central

Customer feedback for Eagercom: Glen Pye — “I wanted to give Glen a wrap. He was good. He done the hard yards.  He was personable. He explained the job.”

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Every customer interaction is an opportunity to promote the services Telstra provide. It is also an opportunity to boost your NPS and earn extra revenues for your company by offering Fee For Service (FFS).

The Fee For Service rate card sets out additional services your company can offer to the customer while on site. This includes modem upgrades, network extenders, additional sockets, HNEs, central filters, and wireless access points.

How do I offer Fee For Service?

1. After notifying the customer of the job and how long it is expected to take, hand over the FFS card to the customer.
2. Have a chat to the customer, explaining the benefits of FFS – the reduced cost as there is no callout fee, no wait time.
3. Leave the customer to think about FFS while you work.
4. After completing the ticket, ask if the customer would like any additional services.
5. Take back the rate card and undertake any extra services requested.
6. In the SOR notes in Toolkit, outline the additional services you provided.

For more on creating a positive customer experience, check out the Customer Service Basics video.

What are the benefits of providing FFS to my company?

Remember, FFS not only benefits the customer, but it also benefits your company. You can use your T Points to pay for your phone bill or Foxtel subscription, or redeem them for gift cards to be used on everyday essentials like petrol.

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To be prepared in the event of a medical situation, it is vital that the First Aid Kit in your vehicle is up-to-date and well-stocked. All first aid kits must fall in line with the First Aid in the Workplace Code of Practice as well as the WHS Act 2011

RSEA deal for ISGM subcontractors

ISGM has obtained a competitive price from RSEA One Stop Safety that meets the recommended components and includes the additional modules: Outdoor, Remote, and Burns. Price: $ 130.00 +GST (originally $170.00). To purchase a kit, visit www.rsea.com.au.

If you purchases first aid supplies elsewhere, please ensure that what is purchased meets the Safe Work Australia (SWA) requirements.

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With the Christmas/New Year period fast approaching, please see important details below regarding dates for RCTIs and payment.

RCTI dates

• RCTIs for the week ending Friday, 12 December will be generated on Wednesday, 17 December and paid to subcontractors on Wednesday 24 December.
• RCTIs for week ending Friday, 19 December will be generated on Wednesday, 24 December and will be paid on Wednesday, 31 December.
• RCTIs for week ending Friday, 26 December will be generated on Wednesday, 31 December and will be paid on Wednesday, 7 January.
• RCTIs for week ending Friday, 2 January will be generated on Wednesday, 7 January and will be paid on Wednesday, 14 January.

If you have any questions, please contact your Team Manager.

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Extreme weather

With the summer months upon us, Australia can experience a raft of divergent weather conditions. Extreme weather events in Australia can include:

• heat waves,
• fires,
• thunderstorms,
• cyclones,
• high winds and flooding.

With bushfires and extreme heat just as likely as flooding, your safety in the field is paramount. Always keep health and safety front of mind!

Heat stress

Heat stress occurs when heat is absorbed faster from the environment than the body is able to cool itself by sweating. Heat stress can lead to heat exhaustion, heat stroke and possible death.

During summer, we are more susceptible to heat stress – as that’s when the body absorbs more heat than it can lose.

Be sure to wear protective clothing such as a wide-brim sunhat, apply plenty of sunscreen and drink plenty of water. If you’re thirsty then they’re already dehydrated!

What to do in extreme heat?

• Drink more water during times of intense heat.
• Have something to eat.
• Assess each job for ways to avoid prolonged direct exposure to the sun. Field workers can do this by using supplied personal protective equipment including wide-brim sunhat, sunscreen, tents and umbrellas and wearing a uniform of long sleeve shirt and trousers.

Bushfires/hot works

Safety is paramount and our highest priority; listen to your Team Manager for vital information on high fire risk days.

Be extremely vigilant with work practices, especially hot works in times of total fire ban:

• Asset/infrastructure protection – Telstra works with relevant authorities in State Control Centres (SCC) and local Incident Control Centres (ICCs) ensuring they are fully aware of our critical infrastructure and consequences if we where to lose sites (State Managed Radio, mobile base stations and exchanges, etc.).

Flooding

Important points for our field workers to be aware of in times of flooding:

• Drivers need to take extra precautions when driving in the wet.
• Do not drive through flooded roads.
• Be mindful that during times of flooding, insects (such as red back spiders) and wildlife (such as snakes) are disturbed and active.

If you need further information on extreme weather, please chat with your HSE Advisor.

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Recent Quality audits revealed that some aspects of working with openable joints were being missed. Whether you are remaking a joint or opening a closure, it is your company’s responsibility to ensure the joint is in good condition before you leave.

• Support all joints including ALIC joint closures with a support bar. Add a support bar where this is missing and no joint is to be housed on manhole ladders. The support bar helps to keep the joint away from water that can enter the pit and damage the joint.
• Mesh / onion bags grouping 10PR. The mesh bags assist in maintaining the integrity of the joint and make it easier to identify pairs within the joint when working in it.
• Conductors need to be cut at correct lengths. To ensure the conductors can be housed correctly within the jointing lid and ensure sufficient conductor length to undertake repairs and testing over the lifespan of the joint. Extra Small/Small Joints – 110mm; Large Joints – 160mm; Extra Large Joints – 230mm.
• Unit collets and pair collets need to be fitted. Extremely important in identifying the unit range and individual pairs within the unit range.
• Ensure a Silica Gel Bag is inserted to absorb the moisture before closing the joint. The Silica Gel Bag should be inserted into the netting bag and tied to the conductor bundles to be held in place, sign and date the label. The Bag must be replaced every time the Closure is opened. Note, the Gel changes from yellow to green to indicate that the Silica Gel needs replacement.
• Pressure test the joint using a Dome tester to ensure the joint is properly sealed. Where the joint fails, use the joint repair kit to add additional sealant to meet the required standards.
• Sign and date the outside Label to state that the closure has been sealed.
• Pride tags must be filled out and installed each time you open/touch a joint to indicate any work completed in the network.
• In the rare event you need to cut below a joint to restore a service, you MUST contact your TM for prior approval. 3M tape, butyl rubber and electrical tape must be used if the joint has been cut below to keep moisture out and assist in maintaining the integrity of the joint. DO NOT CUT UNDER A REHABILITATED JOINT UNDER ANY CIRCUMSTANCES. Contact your TM to investigate.

If you are new to working with Dexgreen Joints or just need a refresher check out this video demonstration on Closure Installation: http://www.youtube.com/watch?v=2hX30ijR6dg&feature=youtu.be

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Telstra is changing the way to report HFC Network faults. From Monday, 17 November, all HFC (BigPond Cable) Network faults identified by ISGM subcontractors are to be reported using this new webform.

The webform will reduce calls to the CT Help Desk and in turn, reduce wait times for you.

To log a HFC Network Fault, simply complete and submit this webform whilst on site, rather than calling the CT Help Desk. This request will then go to Telstra’s CT Help Desk to action.

The post New webform for HFC network faults appeared first on ISGM.

Congratulations to our iSTAR winners for November. These subcontracting companies have gone above and beyond the normal expectations with customer service, quality work, productivity and team work.

Central — MG Technical Solutions: Ihab Gergis

“Telstra CT Chris called me with regard to an incident he observed in the Cremorne exchange. A new ISGM subcontractor was having trouble identifying equipment in exchange and associated processes, when along came fellow ISGM CCT Ihab Gergis to the rescue. In Chris’s words: “I have never before witnessed such co-operation between CCT’s in the workplace”. Chris felt compelled to call Ihab’s TM to praise his professional attitude and coaching efforts to support the subcontractor. Chris feels Testra’s customers are in safe hands after witnessing the efforts going on behind the scenes. Great teamwork from both sides!” David Barsi, Team Manager, Central

Western – WA — Weleadcomm: Wangfeng Li

“Wangfeng has been in the field for only 6 months but has already displayed a willingness to learn and achieve a great result. Over the period he has achieved some great comments in the NPS surveys. He also received a letter of commendation from Telstra. Wangfeng is always a pleasure to work with.” Stephen Glance, Team Manager, Western – WA

Southern — LALA GE SONS: Irfan Inayat

“Irfan recorded an October NPS of 94%. His focus on customer service is outstanding. Irfan has approx 18 months experience in the field and has shown his ability to adapt and learn. He is currently in the top 5% of all field staff in CRUX and has been for approx 6 months.” Tim Bracken, Team Manager, Southern

Northern — Morgan & Sons: Deane Morgan

“His customer service is excellent and the support that he provides to his TM Eric Bassett and other TMs is first class. He’s also mentored quite a few trainees and is a CCT they look up to. He’s always the life of the toolbox meetings. He has strong NPS, a good overall performance and is always the first to stick his hand up for TA. He does all those little things that add up.” Aaron Farrell, Field Services Manager, Northern

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