The purpose of this online guide is to aid in the efficient operation of the office and to provide clear insights into your roles and responsibilities as a member of the We Connect Property team. It's essential to review these instructions alongside the Employee Workplace Handbook (accessible by clicking the provided link).
FAIRWORK AWARDS
Your employment is governed by the following Fairwork Awards.
GENERAL AREAS
Offices located at
18 Quinlin Ave St Marys
17/211 Old South Rd Old Reynella
Due to the open-plan layout, only staff are permitted in the general office area. Tradesmen or visitors should be seen only in reception or one of the meeting rooms.
The general office areas are to be kept tidy at all times. If you notice something is out of place, please do something about it - don’t just wait for someone else to do it. This also applies to leaving paper trays in the copier empty (or ignoring a paper jam). Pay attention to what is happening around you, and help out when you see something needs to be done.
Please remove copies or printing as soon as possible and, if there are other pages in the trays, please leave them there so the appropriate staff member can collect.
We Connect Property operates a clean desk policy. All desktops are to be left clean and tidy with files and other paperwork put away in your desk drawers at the end of each day.
Tea, coffee, hot chocolate or any cold drink may be consumed at your desk however soups or drinks with a strong aroma may only be consumed in the kitchen and lunchroom.
Due to the open plan layout of the general area, please keep personal items to a minimum and desks are kept tidy.
All Workers have a responsibility for their personal hygiene. This includes but is not limited to:
· washing your hands with soap for at least 20 seconds after using the bathroom and kitchen facilities;
· covering your mouth with Your elbow when coughing and sneezing;
· using tissues when sneezing and/or blowing Your nose and disposing of them into the bin immediately;
· sanitising your hands when entering the office and after any meetings held either on or off Our Agency’s premises;
· sanitising your hands between attendances at open for inspections, auctions, and routine property management inspections;
· wearing required PPE, such as masks, when required by a HO, a Covid-19 Safety Plan and/or a direction from us.
Where You use a shared area at the Workplace, You are required to wipe it down using a disinfectant wipe prior to and after use.
GROCERIES + STATIONERY SUPPLIES
The kitchen is stocked with essential supplies. If you deplete the last of any item or observe that supplies, including stationery, are dwindling, kindly inform Kate. Coffee and tea provisions will be provided by the agency.
IN/OUT of the Office
To ensure security protocols, it's imperative that your whereabouts during office hours are consistently known by the Company. Maintain up-to-date diaries, indicating if you're away from the office and specifying your expected return time. If you encounter delays, please call to inform us of the updated return time for board updates. If engaged in a property inspection, promptly communicate any schedule modifications. Additionally, make reference to the "Safety at Opens and Appointments" section.
KITCHEN
The kitchen countertop and draining board should always remain clean and orderly. If there are spills, be sure to promptly wipe them up, including on the top of the trash bin. Prior to disposing of paper cups or lunch bowls, ensure that any liquids are emptied before placing them in the dishwasher. Please take care to prevent food waste (like wet tea bags) from dripping onto the bin lid.
If you use any of the equipment please clean it before placing it away.
The dishwasher is put on at the end of the day please ensure your dirty dishes put in the dishwasher.
FIRST INTO THE OFFICE
Should you be the initial person to arrive at the office in the morning, kindly ensure that external signs/flags are visibly displayed, the reception calendar is updated, and that doors are unlocked.
LAST TO LEAVE
If you are the last person to leave the office during evenings or weekends, please make certain to relocate outdoor signs indoors, switch off all lights, deactivate air conditioners, and securely lock the doors.
LUNCH
Food is not to be eaten in the main office area or at your desk at any time (only if the meeting room is not available) - please use the meeting and clean up after yourself and wipe down tables and surfaces when you have finished eating. Food is not to be eaten at the reception desk at any time.
To maintain efficient staffing levels for addressing inquiries, please coordinate your lunch breaks with a staggered approach. This ensures adequate coverage in both the sales and property management departments.
Incoming mail is opened by Kate or Kaylene and distributed to the required staff member. All mail will be opened unless marked "Private & Confidential".
Outgoing mail is sorted and taken to the Post Office at approx. 4:40pm each workday. Please ensure your mail is ready to go by the allocated time and is addressed correctly.
Please make sure you use the correct size envelope - A4 size should be used only for large contracts and bound reports.
MEETING ROOMS
There are 2 meeting areas available for use to meet with clients.
The meeting rooms must be booked via the online booking system to ensure that space is used efficiently. Even if you are only meeting someone for a short period of time, rooms need to be booked to be given priority. This includes weekly meetings, sign-ups, meetings with clients etc. If you are unsure how to use the booking system, please ask. When you have finished your meeting, please ensure you remove all cups/glasses and tidy up for the next meeting - this includes re-positioning the table(s) and chairs.
Please use the microsoft team planner to book these rooms.
NOISE LEVEL
Please be courteous within the main office area. Rather than speaking loudly to someone over the partitions and distracting others who are trying to concentrate or maybe on the phone, get up and go and speak to that person. Again, to avoid distracting colleagues, please check your mobile phone ringtone is set to a reasonable volume in the office and the actual ringtone is appropriate for business use.
Conversations during business hours should be work-related and all other personal discussions should be confined to the staff room and held during lunch or coffee breaks.
When walking through reception, please be aware of clients who may be waiting or the receptionist who may be on the phone and keep the noise down.
OFFICE EQUIPMENT
Service Agreements are in place for most of our office equipment so please do not book a service call without first checking whether there is an agreement in place. If you notice any equipment is damaged or not working, please report it to Kate.
An automated call-logging system is in use for computer/network problems - again, please notify Kate if you are having difficulties and she will log a call if necessary.
OFFICE HOURS
All staff are expected to be at work on time by 9.00 am. If you are running late for any reason, please call to let Kate or Natalie know what time you expect to arrive. This is not only a common courtesy but also a security precaution, particularly if you have property inspections prior to arriving at the office.
CLEANING
The offices are cleaned once a week. The Offices are to be cleaned weekly by staff contribution (dusting, internal windows wiped over, floors to be vacuumed every Wednesday afternoon). Each staff member is responsible for their desk and surrounding area.
PARKING
ST MARYS - Parking is available at the rear yard. Please park so people can get out of the car park easily.
OLD REYNELLA - Parking is located on the right of the building and is shared with other tenancies.
Please be considerate to other tenants in the building and do not park your car in another tenant's space.
Rubbish, drink bottles coffee cups etc are not to be dumped in the car park. Flags and A frames should be returned neatly inside the office.
PERSONAL LEAVE
If you are unable to attend work due to illness or personal reasons, you are required to telephone your manager before 8:45 am. Sending a text message is not acceptable.
Please make sure you have your manager's mobile number in your contacts so that you can call to let her know that you will not be in when you expect to return and if there are any urgent items that need attention in your absence.
Please also Tag Kate & Natalie in your personal Microsoft Teams _ WCP Employment Record _YOUR NAME to seek approval of leave. Please state the reason for leave, and expected return date and also upload medical certificates if applicable.
KM TRAVELED
Please Tag Kate and record any KM you have travelled in your personal Microsoft Teams > WCP Employment Record _YOUR NAME > Km Record. Please state the date, distance and where you went in the record. If you have left from home please deduct the km that you would have travelled to the office.
PHOTOCOPYING
The copier is able to print in colour however due to the high cost of colour copies, these should be kept to a minimum and used only when absolutely necessary. Emails, internal documents or draft reports are never to be printed in colour. Staff should print double-sided whenever possible.
RECEPTION
As the reception area is the first impression visitors to our office see, it is important that this area is kept clean and tidy. The reception desk is required to be manned at all times so that visitors coming out of the lift are greeted immediately.
Deliveries must be removed from the reception area as soon as possible. It is not reception's responsibility to deliver goods to you. Magazines should be placed on display downstairs, in reception, and on both coffee tables as soon as they have been delivered and old copies disposed of.
Staff are not to congregate at reception during business hours.
STAYING SAFE AT INSPECTIONS & APPOINTMENTS
The safety and security of all staff are of paramount importance at We Connect Property. Given the nature of the industry, employees are required to deal with members of the public and perform their roles away from the safety of their office. It is essential that all staff carry out their duties keeping some basic safety measures in mind. No listing, sale or commission is worth risking your life.
The following information will help you with what precautionary steps you should take before and while inspecting a property.
Program emergency numbers into your speed dial, including 000, RACV, your office, and your manager's mobile number. If you find yourself in an emergency situation and need to dial 000, do not hang up. Keep the line open so that the police can trace the call.
Dress conservatively when working or showing a property. Do not wear overly expensive clothes or jewellery. Wear shoes that will allow you to run if necessary.
Only use your office phone or mobile as business contact numbers. Limit the amount of personal information you share. Never give out your home address or living arrangements. Be careful of how much personal information you share verbally. "Getting to know your client" should not mean sharing details of your personal life. Be guarded with what you say about yourself or your family.
Limit showing a property alone in the late afternoon or at night, especially during winter. There MUST be power on at the property if opens are in Winter.
It is essential that you take every precaution to ensure that the appointment is authentic and you leave full particulars of who you are meeting, their contact number, the property address, and your expected return time in the Private Appointments Register which should remain on your desk in the office at all times. It is in your best interests to satisfy yourself that the caller is genuine and make whatever enquiries you believe are necessary of the caller before agreeing to an inspection. Genuine clients will have no problem providing this information if you simply advise it is company policy.
Before leaving the office for an appointment, it is often a good idea to call the person on the telephone number they have given to confirm it is a valid contact number.
You must also ensure your diary is up to date so we are aware of where you are at all times with business hours. If you are delayed return to the office so the board can be updated.
If you are out on the road and make another appointment, you must contact the office and advise of the name and telephone number of the person you are meeting and your expected time of return.
Never offer a potential client a lift to or from an inspection. This can be avoided by simply advising that you will be coming from or going to another appointment directly before or after your meeting.
Park in a well-lit area on the street instead of in the driveway to avoid being blocked in. Remain in your car at the property until the potential client arrives. Write down their license plate number and leave it on your passenger seat. Check out your surroundings when you park, get out of the car and walk to the property, being alert to suspicious activities. Remember, the person you are meeting might not be alone.
Always lock your car doors when leaving or entering. Always have your keys in hand when walking to and from your vehicle (with your keys in between your fingers and your fist clenched to utilise as a weapon if required).
After you arrive to meet your potential client, mention to them that this property is being shown quite often during the day and that other agents or potential buyers might arrive at any moment. This could discourage and/or stop a crime from occurring.
You should always let potential buyers explore areas of a property on their own, with you following at a safe distance behind. Do not venture into confined or closed-in areas such as basements, bathrooms, or walk-in robes. Venturing into these areas can allow an attacker to trap you, making it much easier for criminal acts to be committed against you. Always position yourself between your clients and exits/doorways.
In the event you need to use an excuse in a potentially dangerous situation where you do not necessarily want to alert the client that you are anxious, call the office and ask if someone can look for the RED file on your desk for some information you need for your next appointment. Receptionists should check if there is an emergency by asking simple questions that can be answered 'yes' or 'no' (for example - do you need help? or are you okay?) and locate a senior manager immediately.
If your intuition overwhelms you, don't enter a vacant property - have potential clients view it alone. One suggestion could be to open the door and tell the client you will be with them in a moment but need to contact the office urgently regarding another appointment. Contact the office and stay on your mobile until the clients have returned outside. If they do not return, stay on the phone while you check their whereabouts in the property. Call out - do not enter the property if you can avoid it.
Where it is not possible for you to allow potential clients access to the property alone (for example, a furnished property) and you feel uncomfortable, you can pretend you have brought the wrong key or have forgotten the alarm code and need to check in with the office to get the code or someone to bring the correct key. Call Kate or Natalie immediately and ask for assistance.
If you start to feel uncomfortable with any situation while showing a property, tell the person(s) involved a pre-planned excuse explaining that you have to check in with your office concerning another property.
Stay alert, use good common sense, and follow your instincts. If you feel uncomfortable in a situation, get out right away!
Be especially alert near the end of the day, when predators might assume you are tired or more vulnerable.
Report any suspicious or threatening activity to the police immediately then Kate or Natalie.
SECURITY
To protect both you and the office equipment/contents.
Your key will allow you access to the whole of the office.
If your key is misplaced or stolen, please advise Kate immediately so that the Locks can be changed.
Our security cameras are monitored and operate 24/7.
SOCIAL MEDIA / PERSONAL CALLS
Any type of social media interaction (Facebook, MSN Messaging, Twitter etc.) is strictly forbidden during working hours. Unless Work-related. This includes accessing social media on your mobile, iPhone, iPad, or any device.
Personal calls are to be kept to break times only.
SMOKING
The company maintains a policy of non-smoking in all operating locations. Employees are not permitted to smoke inside or on any company premises or land and should ensure that smoking breaks are kept as brief as possible having regard to the disruptive nature of such activities.
TELEPHONE MESSAGES
Please make use of the voicemail system whenever possible and update your message regularly. Staff who have their calls screened should ensure that they update the in/out board to avoid the receptionist trying to track you down if in fact, you are out of the office. Please ensure all voicemail calls or emailed messages are returned within 24 hours they are received.
TOILETS
The toilet is available to ALL staff and clients. Please ensure this room is kept clean at all times.
WORK COMPUTERS
Software is not permitted to be downloaded onto work computers without permission to avoid affecting our network with viruses, spamware, etc., nor can you attach a separate hard drive or any other storage device.
To maintain adequate space for work-related data, personal files (including audio or photo) are not permitted to be stored on either your personal (C:) drive or any of the network drives. As an alternative, please use a USB stick to store personal information which you can access on work computers during your lunch break if necessary.
If data storage space becomes an issue, our IT consultants have been instructed to delete any non-work-related information without reference if necessary. If they do this remotely or at a time when you are not in the office, you may lose your personal data so please move it now.
We are all here to work together and to make this a fun-filled work environment please if you have any concerns about the guidelines or the handbook please address these concerns directly with Kate. As always feedback is also appreciated.
Updated Aug 2023