This article explains how to use the Maintenance/Fault Reporting form in the Helpline Module.
- In the left vertical navigation menu, click 'Helpline'.
- Click the 'Add Case' tab.
- Click the 'Maintenance/Fault Reporting' option located in the 'Other' section.
Logging the case
Location: This is automatically populated for users who have access to a single location. For users with access to multiple locations, either type the location name or click 'Show List' and choose the location from the list.
Department: Which area of the business the case relates to, for example, Reception or Conference Room. This is an optional field.
Your internal reference: Use for any internal reference system. This is an optional field.
Description of Fault/Issue: Log a brief description of the problem which is being reported. Other fields further down the form are used to capture more specific information.
Date and time Fault/Issue was observed: Click the calendar icon to choose a date from the calendar or click the date field to type the date the issue was identified. Add the time using the up and down arrows on the hours (HH) and minutes (MM) fields.
How were you notified of the incident? How was the issue brought to the attention of the person logging the report? (drop-down option)
Location of fault: Record the specific location of the issue, ie, 'to the right of the main fire escape'.
Faulty equipment/item: Specify the equipment that is faulty. This field is non-mandatory because the problem may not be equipment, for example, loose floor tiles.
Asset number of known/used: If the fault is with a piece of equipment, there may be an asset tag which helps maintenance track the problem through the asset register.
Priority: Set the priority based on the seriousness of the issue.
Who has the fault been reported to (e.g. client, maintenance ,no one)?: Record details of anybody who has been given information about this issue.
When does the issue need to be fixed by?: Record the date the issue must be resolved by.
What trade is required: Check the boxes to show which specialists are needed to resolve the issue.
Has the trades person visited: If the specialist has already attended the issue, please record 'Yes' otherwise select 'No'. Clicking 'Yes' exposes another field to record the name and company of the tradesperson.
Have any parts been ordered?: Click 'Yes' to open another field where the details of the order can be recorded. If no parts have been ordered, click 'No'.
Updating a Case
Once a case has been raised, further information should be added as the matter is investigated through to conclusion. The case is now available via the 'My Cases' tab.
The case can be identified using the:
- 'Location' column to identify which location the case was logged at.
- 'Date' column to identify the date the case was raised.
- The 'Type' column to identify the type of case raised, ie, 'Alleged Food Poisoning' or 'Allergy/Intolerance'.
- Once the correct case is identified, click the relevant Reference number to open the record.
- Click the 'Edit' button to expand the 'Actions' sections.
- Specific details can now be recorded in the relevant fields.
- When all updates have been made, click the 'Save Changes' button for that section.
- Click the 'View' button to view the information in any section.
- The 'Actions Taken' fields are listed below.
Have staff been re-trained?: If 'Yes' is selected, an extra box appears to record details of who and what was trained. If there hasn't been any training, select 'No'.
Have you changed any procedures?: If 'Yes' is selected, an extra box appears to record details of what procedures were updated. If no procedures have changed, select 'No'.
Have you discarded or removed any equipment from use?: If 'Yes' is selected, an extra box appears to record details of what has been removed. If no equipment was removed, select 'No'.
Have you made any other changes?: If 'Yes' is selected, an extra box appears to record details of what has been changed. If there have been no changes, select 'No'.
Have you answered 'No' to all of the questions above within this section?: If 'Yes' is selected, an extra box appears to explain why no changes have been made. If there have been changes, select 'No'.
Action plan
From your investigation, you can create an action plan, e.g. retrain part-time waiting staff. You can enter as many action points as are needed to prevent repeat incidents. To add a new Action, click the "+ Add Action" button.
The Shield Safety team can also create action plans for you which will appear in this section.
Reports can be extracted by Admin users to see where action plans have exceeded their deadlines.
Notes
Shield Safety use the Notes section to communicate with you about the case. They may ask for documents, photographs, extra information or clarifications, Please respond to these as quickly as possible by “Adding a Note”.
If you are asked to add a photo etc, please put a note here to say “picture added” or something similar.
Users may receive RiskProof alerts to inform them that Shield Safety have added a note to the case. This is subject to User Role Alert settings.
You can also add your own notes to Shield Safety via this method.
Photos and attachments
If you are requested to provide documents etc either via the Notes or Action Plan section, this is where you upload them
Simply click the link and select the relevant file. It is beneficial to include file names that clearly identify the subject e.g. “Temperature checks”