1.  Making Final Check on Personal Appearance

•   Check uniform for cleanliness and tidiness.

•   Brush your shoes.

•   Check personal grooming.

2.  Checking in at Postal Facility

•   Obtain forms

ä  vehicle log book;

ä  time and mileage report or log;

ä  a clipboard and Items Delivered Bills (IDBs) or a Portable Data Terminal (PDT)

ä  Delivery Notice Cards;

ä  Safe Drop Cards;

ä  Postal Outlet list of “Call For” locations and boundary maps;

ä  Route Information log and information on anomalies;

ä  Pick-up tour sheet;

ä  the Route Sheet for Radio Despatch Pick-up Service;

•   Obtain instructions/supplies

ä  special instructions or directions (e.g. load and route changes, exceptional conditions) from the supervisor;

ä  pens (only use black ink);

ä  money to make change ($), if required;

ä  dog repellent is available should you need it;

ä  the facility’s phone number – make sure you have it in case you need to call in;

•   Obtain containers/equipment

ä  keys for vehicle;

ä  flats tubs for documents and packets;

ä  forms kit (400-02-232);

2.  Checking in at Postal Facility (Cont’d)

•   Obtain personal contact items

3.  Performing a Vehicle Pre-Trip Inspection (light vehicle)

•   Interior Inspection

     Perform a mechanical inspection of the following using the Vehicle Operator’s Safety Check form (see CMS procedure 1503.06 Vehicle Operator’s Pre-Trip Safety Check for further details):

ä all gauges;

ä unusual engine noises;

ä all electrical equipment (lights, fans, horn, wipers and washers);

ä service brake (pedal);

ä parking brake;

ä steering (free play); and

ä gearshift/powertrain engagement.

•   Exterior Inspection

     Perform an inspection of the following:

ä all lights and reflectors;

ä mirrors and glass;

ä wipers;

ä undercarriage and fluid leaks;

ä the exhaust system;

ä tires, wheels and lug nuts (if visible);

ä the fuel filler cap;

ä doors’ and locks’ operation; and

ä body damage.

•   Under the Hood

     Perform a visual inspection of the following:

ä windshield washer and other fluids;

ä engine oil level (check when refueling);

ä belts and hoses;

ä electrical wires and connections; and

3.  Performing a Vehicle Pre-Trip Inspection (light vehicle) (Cont’d)

     Note: Should any damage or defect be noted, complete the appropriate forms; Damage Report or Driver’s Vehicle Defect Report (see CMS procedure 1503.06 Vehicle Operator’s Pre-Trip Safety Check for further details) and submit to the supervisor before moving the vehicle.

•   Miscellaneous

     Perform an inspection of the following:

ä load-securing devices, e.g. straps;

ä seat, seat belt, mirror adjustment;

ä emergency equipment;

ä vehicle registration and documentation;

ä undelivered/unprocessed mail found on or around the vehicle;

ä tidiness and cleanliness of the vehicle’s interior;

4.  Pre-Start Load Checking

•   If racks are used, ensure that they are secure.

•   Ensure that packages for large volume receivers are in the rear of the vehicle and are safely secured.

•   Examine large packages on the floor for addressing information.

•   Ensure that floor of vehicle is clean and not slippery; are any anti-skid strips missing?

5.  Out for Delivery Scan

•   The best time to perform the out for delivery scan is after the parcels have been racked but before they have been moved into the vehicle.

6.  Load Checking

•   If you are required to load some items
on the vehicle, place items within the delivery sequence. Check the street address to ensure that it is within the numeric sequence.

•   Place oversize items that cannot be placed on the racks on the floor within range of the other parcels within that delivery sequence. If required, use an identifier card within the normal delivery sequence as a reminder of the oversize item.

•   Once you have verified the sequence it is not necessary to rehandle or resequence the parcels.

•   If someone else loaded the vehicle, take the allowed minutes to do a quality load check.

•   Before leaving the facility know five stops:

ä the next two shelf stops;

ä the next two floor stops; and

ä the next Large Volume Receiver (LVR) or rear door delivery stop.

7.  Before Leaving Facility

•   Ensure that vehicle doors are closed and secured.

•   Properly fill out vehicle log sheet, including mileage/vehicle number
(for further details, see CMS procedure 1503.06 Vehicle Operator’s Pre-Trip Safety Check).

•   Fasten seat belt.

•   Plan on:

ä travelling directly to the first delivery stop; and

8.  Emergency Procedures: Know the emergency procedures for the vehicle in the event of a breakdown or an accident.

     A. Breakdown

•   When a breakdown occurs, try to identify the nature of the problem as a help for the mechanic who will be sent to repair the vehicle, e.g.

ä leaks;

ä noises;

ä  belts; and

ä  fluid levels.

•   Contact your supervisor immediately.

•   Provide information on the problem and the location of vehicle (e.g. current address, closest intersection, vehicle position and type).

•   Complete the Driver’s Vehicle Defects Report.

     B. Accident

•   Contact your supervisor immediately.

1.  Visualizing the route to follow, which is based on the sequence of packages

•   Visualize the next stop; plan how you will get there and where you will park your vehicle.

•   Choose a parking spot you can drive in and out of to eliminate the need to back up.

2.  Knowing your Delivery Area

•   Know the parking restrictions.

•   Recognize street naming patterns and address numbering systems.

•   Identify:

ä length of blocks in terms of address numbers;

ä addresses that can be delivered from one corner at cross streets or intersections; and

3.  Driving Safely

•   Keep doors closed when driving, regardless of the distance.

•   Make turns to travel with traffic flow where possible (e.g. right turns).

•   Focus on the road:

ä maintain a safe following distance, (e.g. allow 1 second for every 3 meters (10 feet) of vehicle length with a minimum of 2 seconds); and

3.  Driving Safely (Cont’d)

•   Use the five seeing habits:

     1)  Aim high in steering

ä Use an imaginary target.

v      Keeps vehicle centered in traffic, safe path on turns.

     2)  Get the big picture

ä Look at the width and depth of the scene ahead of you. Ask yourself what is in the picture, e.g.

–   children playing on the sidewalk?

–   any objects on the ground?

v      Buys you time;

v      keeps you away from anything that will block your view; and

v      makes for smooth stops and turns.

     3)  Keep eyes moving

ä Scan scene ahead of you; check mirrors within a 10-second cycle to see road activity. Look in:

–   left mirror;

–   front mirror;

–   rear view mirror, if equipped;

–   right mirror.

v      Keeps you out of collisions.

     4)  Leave yourself an out

ä Plan an escape route. Be aware of your surroundings so that you have a space to drive into to avoid an accident.

v      Maintains space on all four sides.

     5)  Make sure others see you

ä Communicate using horn, lights and signals.

v      Makes eye-to-eye contact.

•   Adjust your driving to road, weather and traffic conditions.

•   Periodically check gauges when driving in and out of parking area, when possible.

4.  Follow Trace

5.  Parking

•   Try to park in a location that will allow you to make multiple deliveries.

•   Leave a space cushion in front of the vehicle so you will be able to pull out without backing up.

•   If right angle parking is required, back in so that you can drive out. Tap horn twice before backing.

•   Back up to a dock only if necessary – backing up is a time-consuming activity that can be hazardous.

•   If unloading at a dock, place packages in rows of equal numbers to make removal of barcodes or scanning and counting easier.

6.  Securing Vehicle at Each Stop

•   Apply parking break, put transmission in park, turn off ignition and always remove keys.

ä The rule is: If YOU leave the vehicle, so do the KEYS.

•   Remove seat belt.

•   Always exit vehicle on curbside.

•   Lock the bulkhead door, if one is available, ensuring that no items are left in the driver’s section of the vehicle.

•   If the vehicle has no bulkhead door or if the bulkhead cannot be locked, close windows and lock doors before leaving the vehicle.

1.  Planning Delivery in an Efficient Manner

•   Good planning skills will eliminate:

ä lost time due to indecision; and

ä constant re-checking, re-positioning and re-reading of packages.

•   Make fine adjustments to delivery sequence in order to reduce travel.

•   Make more than one delivery stop from one parking spot.

•   When delivering noon-committed parcels, identify other parcels for the same building or point of call and deliver
them at the same time avoiding having
to return to the same building a
second time.

•   If you have to break out of your normal route to deliver noon-committed items, plan sufficient time to deliver all items to the noon-committed points of call, again avoiding a second trip.

•   Use your time effectively.

•   Plan ahead – know where your next stop will be (plan at least two to three stops ahead).

2.  Knowing your customer’s habits to avoid delays.

•   Know customers who routinely receive:

ä C.O.D. items or other items for which money is collected; and/or

ä personal contact items.

•   Know where your customers want to receive packages.

•   Become familiar with customer habits, e.g.:

ä when they take breaks;

ä where customer can be found; and

ä who can sign for packages.

3.  Creating a Smooth Vehicle Routine

•   Store materials and supplies in a predetermined location in the vehicle.

•   Keep:

ä clipboard in the same location; and

ä  Delivery Notice and Safe Drop Cards
in the clipboard’s pocket or your jacket/shirt pocket.

4.  Obtaining Packages

•   Pick up clipboard as you rise from your seat.

•   Open bulkhead door, if applicable.

•   Step into cargo area.

•   Obtain:

ä shelf packages from arm’s length selection area, approximately 75 cm from bulkhead door (see diagram 1 on page 38); and/or

ä floor packages from the floor selection area, approximately 150 cm from the bulkhead door (see diagram 1 on
 page 38).

•   Ensure that you have all the packages for that stop and check the “Attention” box on the labels (Distribution Services items) for special instructions.

•   As you obtain packages for your immediate stop, look at the address for the next stop using the one look habit.

4.  Obtaining Packages (Cont’d)

•   When the arm’s length and floor selection areas are empty:

ä move packages into the arm’s length
or floor selection areas;

ä correct packages that are out of sequence; and

ä  visualize the delivery address of the packages as you move them into the selection area. You will only need to recheck the name and address of the package as you obtain it for delivery.

Note: Always move packages into the arm’s length or floor selection areas prior to making a delivery. Performing this function upon returning to the vehicle is inefficient and will not create a smooth routine.

5.  Handling Packages

•   Always handle packages with care; they pay your salary and customers do not wish to receive damaged goods.

•   Handle packages a minimum number of times.

•   Once the labels on a package have been read and the package has been moved into the selection area, it needs no further handling until it is obtained for delivery.

      Note: Packages should only be handled twice in a vehicle:

ä once to move into the arm’s length or floor selection area; and

ä once to obtain it for delivery.

•   Carry the optimum amount of packages, e.g., an amount that will not:

ä constrain you;

ä endanger your safety; or

ä expose packages to damage.

•   Place the clipboard on top of package(s) as you remove them from the shelf in the following manner:

ä check for sharp or protruding objects;

5. Handling Packages (Cont’d)

ä test for weight and shifting contents;

ä get a firm grip and grasp the opposite side;

ä for floor packages, bend at the knees, lift with your legs, keep your elbows bent and back straight;

ä move your feet – step or pivot, don’t twist; and

ä  never grab a package by the straps or strings (it’s a safety hazard).

6.  Following Delivery Sequence

•   The delivery sequence in your vehicle may be divided into either 2 or 4 equal sections, depending on local practices.

•   If the 4-section method is used, deliver packages as outlined below (see page 38 of this manual).

•   Complete deliveries in top and bottom shelves plus floor section of:

ä section 1; and

ä section 2.

•   Slide top and bottom shelves and corresponding floor packages

•   Complete deliveries in sections 1 and 2.

•   If the vehicle is divided into 2 sections, slide shelf or floor packages forward as outlined below (see page 39 of this manual).

•   Deliver packages in the arm’s length selection area of shelf/rack 1 and corresponding floor selection areas. Slide forward just enough packages to fill in these sections. Do not slide all of the packages forward as this will result in extra handling.

6.  Following Delivery Sequence (Cont’d)

•   Repeat this process for the top, middle and bottom shelves/racks on side 1 and then move over to side 2 of the vehicle.

•   Do not move packages over from side 2
to side 1. Obtain packages from the arm’s length selection area and floor selection area on side 2.

ä  Follow same process used on Side 1.

•   Exit vehicle:

ä lock bulkhead door if applicable; otherwise, close windows and lock doors. If the vehicle is in sight and under your sphere of influence, e.g. residential areas with short driveways, locking your vehicle is preferable but not necessary;

ä remove keys and remember that the rule is If you leave the vehicle so do your keys; and

7.  Walking to Customer

•   While approaching the delivery site, determine if and where a package could be Safe Dropped.

•   Walk at a brisk pace; it commands attention.

•   Do not run.

•   Scan walk path for possible safety hazards (e.g. ice, snow, and debris).

8.  Making the Delivery

•   For residential or commercial deliveries with locked doors:

ä first ring the doorbell and at the
same time

ä  knock on the door.

8.  Making the Delivery (Cont’d)

ä  interrupt the completion of the card about 15 seconds into the process to ring or knock a second time.

•   Attract attention. If the customer answers:

ä  Stop completing the Delivery Notice Card. Reuse it if possible or tear and pocket the DNC for later discard.

Note: If you realize that a customer is answering the door after leaving the DNC, return to the door, complete the delivery and tear and pocket the card for later discard.

ä  If possible, greet the customer
by name.

ä Introduce yourself to the customer, e.g. Hello, Canada Post. I have a delivery for you from ABC company.

ä Do not make the customer wait for you.

ä  Without being discourteous, convey
a sense of urgency to complete
the delivery.

ä  Do not deliver to children.

ä Do not hand the parcel over on the street or in a mailroom or lobby unless the party asking for it is positively known to be the addressee or unless they can provide identification.

•   Obtain the Signature or collect funds.

ä Place packages down so that all the labels and barcodes are visible for scanning or recording.

ä  Give the customer the clipboard with a black ink pen and indicate the line on which the customer is to sign.

8. Making the Delivery (Cont’d)

ä Print the customer’s name in the space provided on the IDB (first initial and surname).

ä Do not give the package to the customer until the signature is obtained and/or the money collected, in the case of a C.O.D.

ä Remove the barcode and place it on
the IDB.

ä Write appropriate reason codes.

ä Always thank the customer.

ä Take the time to answer the customer’s questions.

9. Making a Safe Drop

•   If there is no one to accept the package, consider the Safe Drop option (see CMS procedure 1202.23 – Door to Door Delivery for details). Make it only when the following apply:

ä  the area of delivery is approved for safe drop;

ä  the item does not need a signature or collection of funds;

ä the “Attention” box specifies that the item should not be safe dropped but carded for pick-up;

ä the “Attention” box specifies that the item should be safe dropped and not carded;

ä there is no response at the point of call; and

ä   there is a safe and sheltered place to put the item.

9. Making a Safe Drop (Cont’d)

•   Complete the Safe Drop process as follows:

ä If the item is barcoded, scan the barcode with the PDT or record the delivery status on the IDB.

ä Note reason code 6 (safe drop) on the IDB or scanner.

ä Check PM box on the IDB, if applicable.

ä  Place the item in a secure place. Always double-check the address before leaving the package.

–         If the item fits between the doors, leave it and proceed to next delivery.

–         If the item is left between the doors and there is some indication that the doors are not normally used or you have knowledge that they are not used, leave a Safe Drop Card.

–         If the item does not fit between the doors consider other Safe Drop locations. Complete and leave a Safe Drop Card.

–         If the package is left between the doors of the entrance next to the mailbox, do not complete a Safe Drop Card.

ä Complete a Safe Drop Card and place it in the mail receptacle. If no mail receptacle place card between the door and the doorjamb.

     Note: If commercial Xpresspost or Priority Courier items are received without a barcode or item identifier, deliver as regular mail. These items do not include Delivery Confirmation, Signature, Insurance or a guarantee.

•   Prior to making a final decision on whether or not to safe drop, recheck the address and check the label for any special instructions such as Hold for
Pick-up or Leave at Door, Do not card.

10.          Completing a Delivery Notice Card

•   See CMS procedure 1202.23 – Door to Door Delivery for details.

•   Card the item when a package:

ä requires a signature or the collection of funds;

ä  is of obvious value;

ä  is indicated Card for Pick-up in the “Attention” box on the label;

ä does not fit in the mail receptacle; or

ä a safe drop is not possible.

•   If the item is barcoded:

ä check the attempted box;

ä enter the reason code (if carded, leave blank); and

ä if attempted after 12:00 noon, check the PM box.

•   Complete the Delivery Notice Card. Double-check to ensure that you have the correct card:

ä  remove the label from the Delivery Notice Card (the one with the postal outlet address) and place it on the package;

ä  peel the other barcode label and attach it to the IDB on the same line as the item identifier or print the DNC number on the IDB;

    Note: If using a scanner, scan the item identifier barcode and scan the DNC barcode. If you are scanning the old style DNC, the PDT will prompt you to enter the Postal Outlet Cost Centre.

10.  Completing a Delivery Notice Card (Cont’d)

ä check off:

–   Parcel or Letter box;

–      delivery function, e.g. Letter Carrier (LC), MSC;

–      when delivery attempt was made (AM, PM, Evening);

–   if appropriate Your item will be available box tomorrow after 1:00 PM or Today after 5:00 PM;

–   charges due and amount if package is C.O.D.; and

–   cash only, if required.

ä for barcoded packages write in item serial number.

Note: It is critical that the correct Delivery Notice Card is used (if necessary, refer to a Postal Outlet boundary map).

•   Place the card in the mail receptacle, folding the edge of the card so it is visible to the customer or hang on the doorknob if no mail receptacle is available.

•   Scan or record any undeliverable barcoded item on the IDB.

•   Make all the required entries on the IDB or scanner (e.g. record barcode number, write identifier number, check PM box or codes).

•   Return the item to an area of the vehicle which has been designated for stowing carded packages (see diagram 3 on page 40).

•   Take the item to the Postal Outlet per route schedule. At the Postal Outlet ensure that you have packages that belong to that call-for site.

•   Scan or key in the call-for site Cost Centre number.

•   Confirm that the number of items being transferred equals the number of items displayed. The Retail Stop Review will display each of the items carded, the DNC notice number and the item tracking number.

10. Completing a Delivery Notice Card (Cont’d)

·      Obtain the signature of the retail operator.

11. Delivering to a Multi-Unit Building Deliveries with Intercom

•   See CMS procedure 1202.02 – Delivery to a Mail Box Assembly.

•   If the customer answers your ring:

ä Introduce yourself, Hello, Canada Post. I have a delivery for you from ABC company.

ä Enquire on apartment number if required.

ä Advise the customer:

–    of the amount to be collected and the method of payment if the package is a C.O.D.; and

–    that you will take the parcel to their door.

ä Ask the customer to buzz you in.

•   If the customer does not answer or the intercom is inoperative:

ä  If approved in your area, attempt
to Safe Drop item with building superintendent or the building security or administration if they agree to hold the item. Follow all normal Safe Drop procedures including completing Safe Drop card. Leave it in customer’s mail receptacle or on the door handle.

ä  Card the item per instructions outlined in Section 7.4.5 if item cannot be safe dropped.

11. Delivering to a Multi-Unit Building Deliveries with Intercom (Cont’d)

•   If you have access to a building without intercom:

ä Attempt delivery at the door.

12. Handling C.O.D. or Customs Postal Import Items Delivery:

•   Inform the customer of the amount due:

ä Hello, Canada Post. I have a C.O.D. package for you with $250 owing that can be paid by cash or cheque payable to ABC company. How do you wish to pay?

ä You can accept cash up to $500.00; over this amount, card the item for pick-up.

ä You should not carry more than $250.00; if you have above this amount, you should stop at a Postal Outlet (CPC first, Franchise second) and ask for a money order.

ä You can only accept ONE method of payment per C.O.D., either cash or a cheque made payable to the sender.

12. Handling C.O.D. or Customs Postal Import Items Delivery (Cont’d)

ä For Customs Postal Import Items collect the amount due shown on the E-14 form. Customers can pay with cash, certified cheque, uncertified business cheque payable to CPC,
credit card (Visa or MasterCard only), commercial account or postal meter impression. Accept only one form of payment and not a mixture of payments.

•   Always collect money and obtain the signature before releasing the package.

•   If customer does not have the money, inform them that you will card the package and that it can be picked up at a Postal Outlet. Provide the customer with the Delivery Notice Card.

•   In the case of multiple trips to one receiver:

ä on the first trip, advise the customer that a C.O.D. or a C.P.I. is being delivered; and

ä take the C.O.D. or the C.P.I. on the last trip to the customer (it will give them time to gather the money or prepare a cheque made payable to the sender or other form of payment for a C.P.I.).

•   Do not allow the customer to open the package before making the payment.

•   Accept only cash for a C.O.D. item if ‘cash only’ is specified on the C.O.D. formset.

•   Treat a C.O.D. as cash only unless otherwise specified.

•   Ensure that the cheque for the C.O.D. is made payable to the sender and not to CPC.

•   Accept a postdated cheque only if specified on the C.O.D. formset.

12. Handling C.O.D. or Customs Postal Import Items Delivery: (Cont’d)

•   Remove the remittance label from the C.O.D. formset and bring it back to the office with the payment.

•   For Custom Postal Import Items have the customer sign and date the E-14 form ensuring that all copies are legible.

•   Provide customer with customer copy 1 of the Customs Postal Import form and retain copies 2 and 3.

•   If the customer wishes to appeal the assessment, check the Appeal Return to Customs area and obtain the customers signature and phone number on the E-14. Endorse the item as “Appealed” with date, your route number and initials. Follow the IDB/PDT procedure using Reason Code 7 (appeal). Give customer copy 1 of the E-14 but not the item.

Have a set routine:

•   Place C.O.D. formsets and Customs Postal Import (E-14) with:

ä cheque in one pocket; and

ä cash in another pocket.

•   Keep coins and bills separate from personal money.

•   When making change, begin with the C.O.D. amount and end with the amount given to you.

13. Dealing with Other Delivery Situations

A. Dealing with a bad or incomplete address:

13. Dealing with Other Delivery Situations (Cont’d)

•   If item is barcoded:

ä scan or complete IDB; and

ä indicate reason code #2. (Follow Return To Sender (CMS procedure 1611.03.)

•   Return package to an area of the vehicle that has been designated for stowing undeliverable packages (see diagram 3).

B. Dealing with Shipment Refused by
Customer:

•   Stroke out the address, initial and date the item and write refused.

•   If the item is barcoded, complete the IDB and indicate the reason code as refused (reason code #3).

•   Return package to an area of the vehicle that has been designated for stowing undeliverable packages (see diagram 3).

C. Dealing with a Return Item with a Manifest:

•   Obtain the customer’s signature on the Manifest.

•   Give customer their copy of the Manifest and the item.

D. Dealing with the Delivery of an Item Requiring Proof of Age:

•   Attempt delivery of item requesting
proof of age if required. Ask person for photo ID if they appear to be 25 years old or less.

•   Obtain signature as required.

E. Dealing with a Customer Who Does Not Accept the Item:

•   If the customer does not have funds to pay for the item (e.g. C.O.D., C.P.I., postage due) complete a Delivery Notice Card and give it to the customer. Deliver parcel to the call-for site.

13. Dealing with Other Delivery Situations (Cont’d)

F. Dealing with an Addressee That Has Moved:

•   Place a line through the address and endorse the item with “Moved,” the date, your route number and your initials.

14. Walking Back to Vehicle

•   While returning to your vehicle, ask yourself these questions:

ä what is my next stop?;

ä what type of item is it (e.g. C.O.D., signature, etc.)?;

ä how many packages do I have for that stop?;

ä where are the packages located in the vehicle?; and

ä what is the best travel path to the stop?

15. Preparing to Depart

Developing a smooth routine:

•   Have keys ready.

•   Unlock the door.

•   Place the clipboard in the routine place.

•   Place undeliverable packages in cargo area, immediately behind driver (see diagram on page 39 of this manual). Separate packages by Postal Outlet.

•   Develop a smooth vehicle routine of refastening your seat belt, restarting the engine, releasing the parking brake and driving directly to your next stop.

     Note: Re-checking or re-handling of packages on return to the vehicle does not create a smooth vehicle routine.

15. Preparing to Depart (Cont’d)

Driving to the Next Stop:

•   Proceed directly to your next stop.

•   Proceed into traffic with caution.

•   Plan your route so that you can turn right with the traffic, if possible.

1.  Travel According to Sequence

2.  Making On Demand Pick-ups

•   Before beginning your pick-ups, you must check in with the dispatcher for any on demand pick-ups.

•   Wherever possible, integrate scheduled pick-ups into your line of travel.

•   When receiving a call, always record information when vehicle is stopped.

•   Record On-Demand calls on the route sheet for Radio Despatch Pick-up Service.

     Note: On demand pick-ups are for contracted customers.

•   Use the following radio codes when using the vehicle radio phone.

2.  Making On Demand Pick-ups (Cont’d)

•   When contacting the dispatcher by radio, you should call in your route number
and use the radio codes. i.e. 10-4:
OK - Acknowledged

ä      Using these codes will save valuable airtime on the radio.

ä      For any lengthy inquiries, contact the dispatcher by telephone.

ä      The use of the radio should be contained for Business only. Intentional interference over the radio frequency creates unnecessary problems that negatively impact on our customers and co-workers.

3.  Securing the Vehicle at Each Stop

•   Apply parking brake.

•   Put transmission in park, turn off ignition and always remove keys. Remember, the rule is: If you leave your vehicle, so do the keys.

•   Remove seat belt and obtain clipboard.

•   Use curbside to exit the vehicle.

•   Lock the bulkhead door, if one is available, ensuring that no items are left in the driver’s section of the vehicle.

•   If the vehicle has no bulkhead door or if the bulkhead cannot be locked, close windows and lock doors before leaving the vehicle.

4.  Walking to customer

•   Using a handcart only when you expect that the pick-up will exceed the amount you can carry.

5.  Greeting customer

•   Greet the customer by name if possible.

•   Obtain any special instructions from the customer when picking up.

•   Without being discourteous, convey a sense of urgency to complete the pick-up.

•   Encourage the customer to prepare the Manifest, Bill of Lading or other documentation and packages before
your arrival.

•   If delayed, impress on the customer the importance of maintaining your pick-up schedule.

•   For first-time customers, answer questions that they may have on completing the documents.

6.  Completing the Manifest/Bill of Lading (BOL)

•   See CMS procedure 1201.01 Scheduled Pick-Up Service and 1201.05 On-Demand Pick-Up Service for further details.

•   Follow the SOLID procedure outlined in the SOLID document that is part of this module. If using a Manifest, ensure that the customer has completed the following fields:

ä Customer account and Agreement numbers;

ä Date;

ä Shipper’s address and Postal Code;

ä Manifest # (preprinted);

6.  Completing the Manifest/Bill of Lading (BOL) (Cont’d)

ä Shipper’s signature;

ä Product code or type depending on the type of Manifest used;

ä Postal Code of items being shipped;

ä      Weight; and

ä      On-demand pick-up.

•    If using a BOL, ensure that the customer has completed the following fields
(see SOLID document for detailed information):

ä Customer/Account Number;

ä Agreement Number;

ä Weight (in kg);

ä Destination address and Postal Code;

ä Sender’s address; and

ä Sender’s signature.

•   Driver completes the following fields (shaded fields):

ä Office number;

ä Acceptance date; and

ä Acceptance signature.

•   If you notice on the manifest that the signature option has been purchased, spot check some packages to see if the Signature Required box is checked.

•   Ensure that a Manifest/BOL is provided for all billed accounts (the customer should also have a Manifest for prepaid items to justify their volume discount).

•   Identify errors or omissions on the Manifest/BOL and ask the customer to make the needed corrections.

•   Indicate unresolved discrepancies with the manifest or shipment on the bottom of the Manifest.

6.  Completing the Manifest/Bill of Lading (BOL) (Cont’d)

•  Retain copies of Manifest or other documentation on clipboard:

7.   Counting Items

If 50 items or more:

•   Ensure (on a spot check basis) if 50 or more items.

•   Ensure that the Manifest reflects the services that are being tendered.
If fewer than 50 items:

•   See CMS procedure 1201.01 Scheduled Pick-Up Service and 1201.05 On-Demand Pick-Up Service for further details.

•   Count the items:

ä if the shipment is not containerized, count the number of items tendered to ensure that it corresponds to what is listed on the Manifest;

ä ensure that the manifest reflects the services that are being tendered; and

ä count items as you stack them on a carry aid or load them directly into the truck.

•   Count packages out loud to discourage interruptions.

7.  Counting Items (Cont’d)

•   Spot check packages to ensure that they do not contain dangerous or prohibited goods (look for clues and/or ask customer about the content of the package. If no one is available and it is clearly marked as dangerous or you are certain that it is dangerous, DO NOT accept or pick-up the package).

     Note: Customers are asked to segregate their items by service (Priority Courier, Xpresspost, Regular, and Expedited) and by size (parcel, packet, and documents). Maintain segregation as much as possible. The segregation of documents and packets is an essential part of the sort strategy at CPC. Maintaining this segregation is working smarter and not harder.

8.  Moving Packages to Vehicle

•   Handle packages with care; they pay
your salary.

•   Carry an optimum load, i.e. the maximum number of packages that
does not:

ä constrain you;

ä endanger your safety; or

ä expose packages to damage.

9.  Loading Packages

Sectioning the Vehicle:

•   Where you start your load will depend
on how many packages you anticipate picking up.

9.  Loading Packages (Cont’d)

• Allow space nearest the bulkhead (front of vehicle) for packages that you will carry in through the front door of the vehicle.

Brick Loading Parcels:

•   Start your load from the dividing line and continue to load towards the back door (see diagram on page 40 of this manual).

•   Start at either side of the layer and work to the opposite side.

•   Place packages directly into their final position towards the dividing line to avoid re-handling.

•   Keep the labels facing up and towards the back of the vehicle (assists in unloading at facility).

•   Build the load up in layers of about 60 cm (use brick load pattern).

•   Try to maintain a reasonably flat surface as you stack the packages so that the weight is well distributed in the vehicle.

•   Pack a tight load.

•   Start another row of packages on top of the bottom layer; build to the height of your anticipated total load.

Packets and Documents:

•   Place flats tubs behind door at bulkhead. Maintain segregation by service (Priority Courier, Xpresspost, Expedited or Regular).

•   Place packets and documents in flats tub. The segregation of documents and packets is an essential part of the sort strategy at CPC.

Handcart:

10. Driving to Next Stop

Planning:

•   As you enter the cab, ask yourself these questions:

ä what is my next stop?

ä how many packages do I usually
pick-up at that stop?

ä what is the best travel path to the stop?

•   Check traffic conditions.

Developing a Smooth Routine:

•   Have keys ready.

•   Unlock the door.

•   Seat yourself and fasten seatbelt.

•   On your pick-up tour sheet, place a check mark under the day of the week for which the pick-up was completed. Place the clipboard in the routine place.

•   Start vehicle.

•   Release parking brake.

Driving to next stop:

•   Proceed directly to your next pick-up stop.

•   Proceed into traffic with caution. Plan your route so that you can turn right with the traffic, if possible.

Calling in Number of On-Demand
Pick-ups Completed:

11. Drop Box Collection

•   If there is a manifest with any item:

ä Sign it;

ä Leave the customer copy in the box; and

ä Retain the rest of the manifest with the items.

1.  Taking Carded Packages to a Postal Outlet

In Vehicle:

•   Check the address on the Delivery Notice Card Number Sticker and verify that the packages are going to the correct Postal Outlet.

In Postal Outlet:

•   Have receiving clerk:

ä ensure that each package belongs to that Postal Outlet; and

ä initial IDB.

•   use scanner to:

ä scan items to Postal Outlet;

ä scan or key in the call-for site Cost Centre number;

ä confirm that the number of items being transferred equals the number of items displayed. The Retail Stop Review will display each of the items to that call-for site, the DNC Notice number and the item tracking number.

ä obtain a signature from the retail operator; and

ä data-enter the receiving operator’s initials and last name.

2.  Refueling Vehicle

•   Know the type of fuel your vehicle operates on.

•   Out of respect for your fellow driver, ensure that there is enough fuel in the vehicle for the next driver to complete their route (ensure that the tank is at least half full).

•   Use the same gas station.

3.  Unloading Vehicle

Unloading pick-up volume:

3.  Unloading Vehicle (Cont’d)

•   Bring the picked-up packages to the designated dock in your facility.

•   Unload the vehicle per your segregation requirements.

•   If the shipment must be verified by the RVU, inform your supervisor.

Undelivered packages:

•   Hand over packages that could not be delivered to the employee responsible for these items and inform your supervisor (e.g. No delivery attempt, Return to Sender, Redirection, etc.).

Reporting problems:

•   Inform your supervisor of any problems encountered during pick-ups that were noted on the bottom of a Manifest so that the appropriate follow-up can be taken.

•   Report problems encountered during work period to your supervisor (e.g. difficult customers, problems with vehicle).

Returning vehicle:

•   Remove racks from vehicle, if required.

•   Check vehicle to ensure it is empty of packages, containers, bags, etc.

•   Park vehicle in the designated area.

•   Complete vehicle log sheet.

4.  Returning Forms, Money and Documentation

•   Return money collected to the designated employee.

•   Return IDB forms or scanner.

1.  Loading Vehicle

•   Obtain route keys if required.

•   Obtain Route sheet, mail receptacle clearance checklist and scanner if required.

•   Obtain any equipment as required (e.g. handcart, puncture proof gloves).

•   Load empty SLB bags, SLB keeper tags and containers and ensure they are secured.

ä Designated SLB bags are made from a see-through fabrene material with the top third dyed green.

ä An SLB keeper tag is to be used to distinguish SLB collection from other product lines.

2. Collecting Mail from SLB’s

•   Check SLB Inventory and Line of Route (103-form) for collection sequence. You should be aware of at least two to three stops in advance to plan the best travel path to each stop.

•   Examine address for first stop and visualize how to get there.

•   Travel directly to the first stop.

•   Obtain empty bag and/or container and proceed to mail receptacle.

•   Check posted mail clearance times posted on the mail receptacles. Report any discrepancies on the clearance time to the Supervisor upon completion of SLB route. Do not clear the box before the posted time.

•   Open door and glance inside to check for any irregularities.

ä Dangerous, offensive or odorous objects.

ä Suspicious or damaged mails.

ä      Wallets, purses or monies.

ä      Any visible product lines that can be culled out (e.g. Xpresspost, Packets).

•   Segregate any unusual materials found in a mail collection receptacle into a separate bag and indicate location and contents.

•   Dangerous goods: if any items in the mail receptacle appear to be dangerous goods (see CMS 1605.01), do not handle. Contact your Supervisor as soon as possible to ensure that proper action is taken.

•   Place bag over open door of mail receptacle. Wearing your puncture proof gloves, pull mail towards you and into the bag, glancing in for any of the above mentioned irregularities.

•   Check box for any jammed or lodged mail and ensure box is securely locked. (If using a scanner to identify that receptacle has been cleared, scan as per procedures, prior to locking door). Ensure that no mail has fallen on the ground before proceeding to the next stop.

•   There are many different styles of boxes with various combinations of handles and locks. Pull on the access door and handle to ensure it is locked and secure.

•   Make note of any irregularities on SLB checklist sheet or 103 form.

•   Load the truck, segregating any culled out mails depending on local processing requirements.

3. Clearing Retail Outlet

•   Go to the designated area in the outlet. Clear Retail outlets of all mails and maintain segregation of mails as much as possible.

ä Priority Courier (all items are in a dedicated container)

ä Purolator International

ä Xpresspost

ä Expedited Parcels and Packets

ä Regular Parcels and Packets

ä Lettermail

•   Supply any bags or containers needed to Retail outlets as required. The Franchises should give you a written request listing the supplies that they require.

4. Unloading Vehicle

•   Upon completion of mail collection route return to the designated mail drop off location.

•   Park vehicle at designated mail drop off dock.

•   Unload the collected mails, maintaining separation and/or separate as per established local practice.

•   Place segregated mails, ensuring that they are properly identified, into the possession of Supervisor or designated employee.

•   Report any irregularities to the Supervisor immediately upon returning to the designated mail drop off location/ Processing plant/Letter Carrier Depot:

ä Any mail receptacles not cleared and reason.

ä Defects in mail receptacles or locks, or any improper site preparation that may cause a box to fall over or be seriously imbalanced.

4. Unloading Vehicle (Cont’d)

ä The locations of mailboxes/receptacles not properly locked after having been opened to withdraw mail.

ä The locations of any collection receptacles that are continuously full.

ä Mail receptacles with graffiti, posters and handbills attached.

•   Unload any empty bags, containers or equipment.

•   Ensure all contents are removed from vehicle and that there are no loose mails remaining in the vehicle.

•   You are responsible to clear and check all SLB’s on your route on a daily basis. The MSC tour sheet (form 103) can be used as a check-off sheet. If using a scanner: Place scanner in cradle; obtain printer report of SLB, depots, and other collection locations serviced. Review report and identify any discrepancies. Sign and return mail receptacle clearance checklist daily, indicating:

ä If all receptacles have been cleared or not.

1. Verifying Route Schedule

•   Check Shuttle route schedule and review the itinerary:

ä Location, arrival and departures times.

ä Mail types being loaded and restraining equipment required.

ä Vehicle and docking restrictions at stops.

ä Load limit restrictions.

ä Truck height restrictions.

     Note that the route itinerary is a list of functions that must be performed in order. It is important that the order
and scheduled times be adhered to. Unforeseen circumstances will on occasion change the time schedule (i.e. inclement weather, traffic congestion, etc). When these events occur, causing excessive delays, the MSC/driver will contact the Transportation Supervisor/
Superintendent to report the situation.

•   Examine address for first stop and visualize how to get there.

•   You should visualize in advance the best travel path to each stop. Note that the detail of travel is usually part of route schedule.

•   Be aware of truck routes.

2.  Loading/Unloading Vehicle

•   Upon arrival at stop check docking availability and restrictions.

ä Do not impede other vehicle traffic by blocking docking area.

•   Park at the designated dock assigned for your route.

•   Prepare vehicle for loading/unloading (e.g. chock wheels, apply parking brakes, dock locks).

•   Check that vehicle is aligned for dock plate/scissor lift operation.

•   Report to dock Supervisor or dock personnel. If mail is not ready or there is no mail, call and advise Supervisor.

•   Have only those mails that are for your next stop or stops loaded. Keep to your Itinerary. Monos, skids, carts or bags are to be tagged and addressed to their destination.

ä Do not take mail that has improper destination tags.

ä Report any irregularities to the Supervisor immediately upon arriving at the designated mail drop off location/processing plant/Letter Carrier Depot.

•   Monotainers are not to be double stacked unless the next stop has equipment that can accommodate this type of loading profile. If unsure ask your Supervisor.

•   Secure load with restraining straps if required. The security of the load is the responsibility of the driver.

•   Be aware of the loading profile and what you are carrying.