INCLEAN March April 2020

DELIVERING SUSTAINABLE HYGIENE INFORMATION

www.incleanmag.com.au

March / April 2020

OVER 65 STORES ACROSS AUSTRALIA & NEW ZEALAND

BRUSHLESS MOTOR

NEW Available

NOW

Removable On-board Storage Variable Suction Control

15L Capacity

Large on/off Bumper Switch Rubber Bumper

Lockable Rear Castors

18Vx2 Wet / Dry Dust Extraction Vacuum

Wet Filter 195555-9

DVC152LZ

HEPA Filter Assembly 197166-6 HEPA Filter

195552-5

Damper Foam

195553-3

Cloth Pre-filter

Max. sealed suction

9.8kPa

Max. air volume

35L/s

Tank capacity

Dry: 15L / Wet: 12L

Suction power

90W

Continuous Runtime (Max) 6.0Ah Weight (with battery) *Optional filters sold separately

Voltage

MakitaAustralia - Follow us on Facebook & Instagram

48 minutes 7.9kg 18Vx2 (36V)

E&OE / 5113-20

FILTERS

INCLEAN is published by The Intermedia Group Pty Ltd on behalf of ISSA – The Worldwide Cleaning Industry Association.

41 Bridge Road, Glebe NSW 2037 Australia MANAGING DIRECTOR: Simon Grover PUBLISHER: Simon Cooper

Editor’s letter

MANAGING EDITOR Claire Hibbit Email: chibbit@intermedia.com.au Phone: 02 8586 6140 NATIONAL ADVERTISING MANAGER: Samantha Ewart Email: sewart@intermedia.com.au Phone: 02 8586 6106 PRODUCTION MANAGER: Jacqui Cooper PRODUCTION ASSISTANT: Natasha Jara GRAPHIC DESIGNER: Alyssa Coundouris Print Post Approved Publication No. PP: 255003/09765 AUSTRALIAN SUBSCRIPTION RATE 12 months (6 issues) - $66 (inc. GST) To subscribe call 1800 651 422 subscriptions@intermedia.com.au

INCLEAN is owned by ISSA ABN: 44 617 407 020 P: +61 2 9890 4951 A: Suite 1, Level 1, 52 O’Connell Street, Parramatta, NSW, 2150 W: www.issa.com DISCLAIMER: This publication is published by The Intermedia Group Pty Ltd (the Publisher). Materials in this publication have been created by a variety of different entities and, to the extent permitted by law, the Publisher accepts no liability for materials created by others. All materials should be considered protected by Australian and international intellectual property laws. Unless you are authorised by law or the copyright owner to do so, you may not copy any of the materials. The mention of a product or service, person or company in this publication does not indicate the Publisherís endorsement. The views expressed in this publication do not necessarily represent the opinion of the Publisher, its agents, company officers or employees.

Any use of the information contained in this publication is at the sole risk of the person using that information. The user should make independent enquiries as to the accuracy of the information before relying on that information.

All express or implied terms, conditions, warranties, statements, assurances and representations in relation to the Publisher, its publications and its services are expressly excluded save for those conditions and warranties which must be implied under the laws of any State of Australia or the provisions of Division 2 of Part V of the Trade Practices Act 1974 and any statutory modification or re-enactment thereof. To the extent permitted by law, the Publisher will not be liable for any damages including special, exemplary, punitive or consequential damages (including but not limited to economic loss or loss of profit or revenue or loss of opportunity) or indirect loss or damage of any kind arising in contract, tort or otherwise, even if advised of the possibility of such loss of profits or damages. While we use our best endeavours to ensure accuracy of the materials we create, to the extent permitted by law, the Publisher excludes all liability for loss resulting from any inaccuracies or false or misleading statements that may appear in this publication.

Copyright © 2020 - The Intermedia Group Pty Ltd.

T

he new coronavirus, officially named Covid-19, has led many service contractors and facilities to ramp up their infection prevention procedures and pandemic plans. The outbreak has sparked worldwide alarm, with more than 80,000 confirmed cases across the globe and more than 2500 reported deaths at the time of print.

In this issue we speak to leading infection prevention specialists on its impact and the importance of safe work plans in response to global outbreaks to protect staff, clients and the wider community.

We also kick off the new year with some news of our own. INCLEAN has joined the growing, international media stable of worldwide cleaning industry association, ISSA. The acquisition includes INCLEAN Australia, INCLEAN NZ and full ownership of the ISSA Cleaning & Hygiene Expo.

For more than 30 years INCLEAN has been a trusted source of news for the commercial cleaning sector and we’re looking forward to this next chapter as part of ISSA’s global community. For now, it’s business as usual as we continue to remain the industry’s leading source of trade news.

As the industry magazine, INCLEAN is your magazine so get in touch, share your feedback and let us know what you want to read about in 2020.

Happy reading,

Claire Hibbit Managing Editor

FOR MORE INDUSTRY NEWS FOLLOW US ON

CHECK OUT WWW.INCLEANMAG.COM.AU

The Intermedia Group takes its corporate and social responsibilities seriously and is committed to reducing its impact on the environment. We continuously strive to improve our environmental performance and to initiate additional CSR based projects and activities.

As part of our company policy we ensure that the products and services used in the manufacture of this magazine are sourced from environmentally responsible suppliers.

This magazine has been printed on paper produced from sustainably sourced wood and pulp fibre and is accredited under PEFC chain of custody.

PEFC certified wood and paper products come from environmentally appropriate, socially beneficial and economically viable management of forests.

The wrapping used in the delivery process of this magazine is 100 per cent biodegradable.

www.incleanmag.com.au 5

What’s on Interclean Amsterdam 12-15 May 2020

Interclean is the world’s leading platform for cleaning and hygiene professionals. www.intercleanshow.com

RIA Conference and Tradeshow 10-12 June 2020

The 2020 RIA Conference and Tradeshow will return to the Sunshine Coast.

ISSA Cleaning & Hygiene Expo 26-27 August 2020

The premier trade event for Australia’s cleaning and hygiene industry will take place at ICC Sydney. www.issacleaninghygieneexpo.com

Safety in Action Conference 26-27 August 2020

The leading safety event will be co-located with the ISSA Cleaning & Hygiene Expo. www.safetyinaction.net.au

Budapest Cleaning Show 14-15 October 2020

The exhibition is hosted by the Hungarian Cleaning Technology Association. www.budapestcleaningshow.hu/en

Forum Pulire 2020 13-14 October

The event will be held in PalazzoRegione Lombardia, a prestigious venue in central Milan. www.issapulirenetwork.com

Thank Your Cleaner Day 20 October 2020

A New Zealand-based social initiative to recognise cleaners. www.thankyourcleanerday.com

MOST CLICKED www.incleanmag.com.au

ISSA acquires INCLEAN, full ownership of ISSA Cleaning & Hygiene Expo ISSA announces acquisition of INCLEAN and full ownership of the ISSA Cleaning & Hygiene Expo.

ACT school cleaners mark first week as government employees Under the new system 270 school cleaners are now directly employed by government.

New coronavirus disease named Covid-19 WHO announces COVID-19 as official name for the disease caused by novel coronavirus.

Hand hygiene critical amid coronavirus outbreak Industry experts discuss importance of infection prevention procedures and hand hygiene amid coronavirus outbreak.

GBAC issues second tip sheet on coronavirus GBAC publishes second tip sheet for cleaning and restoration professionals.

The risk of infection via surfaces and the new coronavirus Dr Greg Whiteley shares how to keep surfaces clean and safe from infectious microorganisms.

ISSA North America 26-29 October 2020

Chicago will play host to ISSA North America, the top event for professionals in the cleaning industry.

Total Facilities 27-29 October

Total Facilities is the nation’s only central marketplace for facilities professionals. www.totalfaciltiies.com.au 6 INCLEAN March / April 2020

ON THE COVER RapidClean is an Australian and New Zealandowned national company, with more than 65 stores across Australia and New Zealand.

RapidClean’s extensive network of stores stock major brands of industrial, commercial and environmentally friendly cleaning and packaging products.

IN THIS ISSUE MARCH / APRIL 2020

ISSUE #2 VOLUME 33

20

69

40 Regulars

72

56

05 Editor’s letter 08 Industry news 16 Cover story 44 Restoration 48 Opinion 68 Products

Features

22 A new microfibre solution 36 How to be a HR star 40 Frontline defence

Focus

26 On course for success 30 Inclusivity in cleaning 34 Learn the ROPES of creating compelling training

66 www.incleanmag.com.au 7

INDUSTRY NEWS

ISSA acquires INCLEAN, full ownership of ISSA Cleaning & Hygiene Expo

I

SSA has acquired leading industry publication INCLEAN from the Intermedia Group and full ownership of the ISSA Cleaning & Hygiene Expo.

The acquisition of INCLEAN includes its flagship print publications INCLEAN magazine and INCLEAN NZ magazine and its digital assets (incleanmag. com.au and incleanmag.co.nz).

Dianna Steinbach, international vice president, ISSA, said INCLEAN was a “natural and exciting fit” for the global cleaning association “INCLEAN aligns with ISSA’s vision of increasing the appreciation for cleaning as an investment in human health and the environment. It supports our brand promise of changing the way the world view’s cleaning,” Steinbach said.

The Intermedia Group has been contracted to manage the publications and their quality mix of digital, print, online, and social media products.

Claire Hibbit, will continue to manage the editorial of the INCLEAN brand as editor and Samantha Ewart, will remain as national sales manager at the Intermedia office in Glebe, Australia.

“INCLEAN has been a trusted source of independent news for the commercial cleaning sector and we are excited for this next chapter as part of ISSA’s global community,” said INCLEAN editor Claire Hibbit.

“We look forward to joining ISSA’s international media stable while still remaining the industry’s leading source of news and information.”

EXPO OWNERSHIP ISSA has also taken full ownership of the ISSA Cleaning & Hygiene Expo.

In 2017, event partners ISSA and Interpoint Events (the event arm of The Intermedia Group) came together to produce and promote a single exhibition experience to all end-user buyers, including building service contractors, 8 INCLEAN March / April 2020

contract cleaners, carpet and restoration technicians, and in-house executives working in healthcare, hospitality, retail, government, industry, and education.

Interpoint Events will continue to manage the operational and logistical side of the ISSA Cleaning & Hygiene Expo, with Samantha Ewart remaining as national sales manager for the show.

Simon Cooper, managing director of Interpoint Events and publisher of INCLEAN, said: “the acquisition will enable both print and digital media and the expo to leverage ISSA’s international network it will open up new opportunities for both importers and exporters.”

“In 2016 ISSA entered the Australian market with the goal to serve the entire cleaning community and edify the industry,” said Lauren Micallef, ISSA Oceania manager.

“INCLEAN ALIGNS WITH ISSA’S VISION OF INCREASING THE APPRECIATION FOR CLEANING AS AN INVESTMENT IN HUMAN HEALTH AND THE ENVIRONMENT.” “One of our first major initiatives was the ISSA Cleaning & Hygiene Expo and we are excited to be continuing the steps forward to reinforce our commitment to the region.”

“We have enjoyed a great working relationship with the Intermedia team through our joint work on the ISSA Cleaning & Hygiene Expo these last three years and are very excited to keep the staff as part of the ISSA management family, as well as welcome the INCLEAN team into ISSA’s publications group,” added Steinbach.

Australia and New Zealand

Professional Cleaning Equipment www.ipcworldwide.com

1800 226 843 contactANZ@ipcworldwide.com

INDUSTRY NEWS

ACT to introduce labour hire licensing scheme The Australian Capital Territory Government has introduced legislation into its Assembly for a labour hire licensing scheme.

Under the ACT scheme, labour hire providers will need to apply for a licence, meet a ‘suitable person’ test and demonstrate a history of ongoing compliance with industry standards and workplace laws.

The first ever labour hire licensing scheme for the ACT will ensure labour hire providers meet the workplace obligations and responsibilities they have to their workers, with penalties to apply to any providers in breach of the scheme.

Minister for Employment and Workplace Safety, Suzanne Orr, said that a labour hire licensing scheme will better protect workers in the labour hire industry and ensure providers are doing the right thing.

“A labour hire licensing scheme will ensure the rights and conditions of labour hire workers in the ACT are upheld with new penalties to apply to providers who do the wrong thing,” Orr said.

“Recent inquiries across the country, including here in the ACT, have highlighted the vulnerability of labour hire workers

to poor treatment at work. In response to these unacceptable practices, the government is delivering better protection for these workers.”

The scheme is anticipated to commence in 2021, with a six-month transition period beginning in January 2021 for labour hire providers to apply for a licence.

A publicly available licence register will assist businesses, workers and the community to know if they are dealing with legitimate labour hire providers.

Labour Hire systems already exist in Victoria, South Australia and Queensland.

SA’s first electric-powered collection truck hits the streets South Australia’s first electric-powered kerbside collection truck has taken to the streets of metropolitan Adelaide.

The new truck is owned and operated by waste and resource management company, East Waste.

East Waste general manager Rob Gregory said the new truck replaces a diesel-powered truck and, with zero emissions, will remove from our suburban streets the equivalent of 20 vehicles generating 63 tonnes of carbon dioxide every year.

The truck is the first in a fleet replacement program and is supplied by an Australian company, Superior Pak, using drivetrain technology from another Australian company, SEA Electric.

It cost about $550,000, which is $150,000 more than a diesel truck.

The extra investment will return financial savings along with a raft of environmental benefits.

“It is much more than a terrific environmental initiative by East Waste,” said Gregory.

“It will deliver financial gain to better manage the cost of kerbside collections of recyclable resources and waste. We conservatively project that our new electric vehicle will save more than $220,000 over the seven-year life of its diesel predecessor. Even with the extra $150,000 purchase price, that is a $70,000 saving.”

The cost savings will be greater if, as expected, diesel prices continue to climb. Moreover, with significantly fewer moving parts than a conventional motor, the new truck is expected to last longer than seven years.

10 INCLEAN March / April 2020

Maintenance costs will be reduced by at least two-thirds. The truck’s drivetrain generates electricity each time it reduces speed, returning charge to the batteries and reducing wear and tear; specially to brake pads.

“With reduced air pollution comes the removal of noise pollution as the truck travels from house to house on bin collection day. It is almost silent.”

East Waste installed a 36kw solar system at its Ottaway depot to provide renewable energy to charge the truck’s batteries every day.

East Waste is a subsidiary of seven metropolitan Adelaide councils; the cities of Burnside, Campbelltown, Mitcham, Norwood, Payneham & St Peters and Prospect, the Town of Walkerville and the Adelaide Hills Council.

peugeot.com.au

NEW PEUGEOT EXPERT BUILT FOR BUSINESS

New PEUGEOT Expert comes with all the things you want from a van, like big payloads, fuel-efficient and powerful turbo-diesel engines, and plenty of usable space. All backed with the reassurance of a 5 Year/200,000km warranty1 , 24/7 roadside assist2 and the PEUGEOT Price Promise Program3.

So yeah, we think we’ve got the basics covered.

But get past the things you really need, and you’ll find there’s a whole lot more to like. It’s the ‘extras’ we fit standard that make a PEUGEOT van really stand out. For starters, there’s the exceptional handling and outstanding ride comfort. Great news if you spend all day in your van. And the ‘Moduwork’ cabin, with Apple Carplay© and Android Auto™ compatibility4, that turns your van into an office on the move. That’s a big tick for productivity. Plus an impressive array of safety gear, including Autonomous Braking and Active Cruise, keeping you and your workers safe on the road. Something you really can’t put a price on…

PEUGEOT EXPERT IS THE PARTNER THAT ALWAYS DELIVERS - WHATEVER YOUR BUSINESS Talk to a Peugeot dealer today about how the Expert can add to your bottom line.

Go to www.peugeot.com.au for more.

1. Whichever comes first 5 year/200,000km warranty on all new Expert Van vehicles. Subject to terms, conditions and exclusions. Visit peugeot.com.au/aftersalesservices/warranty. 2. 5 year roadside assist on all new Expert Van vehicles. Visit peugeot.com.au/aftersales-services/roadside-assist. 3. PEUGEOT Assured Service Price Promise Program applies to all new PEUGEOT vehicles and is available at participating PEUGEOT dealers. See peugeot.com.au for more information.

4. Compatible Apple© or AdroidTM device required.

INDUSTRY NEWS

OCS Groups celebrates 120-year anniversary with brand refresh OCS Group has marked its 120-year anniversary with a new look and new brand promise, “Partnership made Personal”.

“Partnership Made Personal” is being launched alongside a modern brand refresh that will see a new look and feel, which OCS says is more reflective of the group’s values and priorities, rolled out across the business.

According to the company, the new brand promise encompasses the group’s values and enshrines its commitment to work in partnership with customers to help them achieve their goals and improve the experience of their customers.

Gareth Marriott, managing director ANZ, said: “OCS is a people business and our values of care, safety, trustworthy and expert are our DNA. They represent us at our best.

“Our values guide everything we do and Partnership Made Personal is our commitment to our customers. As a business we have reviewed and renewed our focus to ensure that we are delivering expert solutions, that add real and tangible value, and that are delivered with care.”

The new OCS brand promise is the culmination of three years of strategic

business review. The work has resulted in the reorganisation of the business’ structure.

OCS said ‘Partnership Made Personal’ is also a commitment to OCS colleagues all over the world.

Brad Conway, General Manager Operations Eastern Australia, comments:

“We celebrate our colleagues who place our values at the heart of their day-today roles and our new brand promise includes our partnership with them. We will also invest in our colleagues and processes to build our position as an employer of choice.”

C

M

Y

CM

MY

CY

CMY

K

New Total Facilities 2020 dates announced In response to the information released by the World Health Organisation (WHO) and the Australian Department of Health including restrictions disrupting travel and business, Diversified Communications Australia have made the decision to

12 INCLEAN March / April 2020

reschedule Total Facilities 2020.

Originally scheduled to run from 21-23 April, the event will now take place on 27-29 October 2020.

The venue, Melbourne Convention & Exhibition Centre, remains unchanged.

Existing visitor registrations remain valid and Diversified Communications Australia will work with key stakeholders including exhibitors, partners and sponsors to mitigate inconvenience wherever possible. https://totalfacilities.com.au/contact-us

OMNI DIRECTIONAL WHEEL KIT FOR OATES PLATINUM CARTS

165998 (Old JC-3000WK)

Easy Parking Eliminates the need to lift the cart when parking in tight areas after a shift ends. This kit can dramatically decrease OHS claims leading to a reduction in back injuries and staff leave related to those injuries.

Remove rear wheels

Easy to Manoeuvre The cart is very smooth to manoeuvre especially in tight spaces with frequent tight corners, winding corridors and when entering doorways frequently. This increases productivity and helps optimise customer service.

Easy Lateral Movement Omni Directional wheels allow lateral movement with minimum effort. Eliminates awkward body positioning and it may also contribute to occupational health improvement for cleaning operators.

FREUDENBERG HOUSEHOLD PRODUCTS Pty Ltd 13 - 21 Maygar Boulevard Broadmeadows VIC 3047 Freecall: 1300 669 686 Email: csvic@fhp-ww.com www.oates.com.au

Kit suitable for new and existing carts

Replace with wheel kit

The Omni Directional wheel kit for Oates Platinum Carts is an innovative accessory that provides easier and effortless manoeuvrability, especially when moving through tight spaces, frequent tight corners and when parking the cart.

Ideal for: hospitals, aged care facilities, universities & large schools

Easy Installation Simply remove the rear wheels and axle and screw the wheel kit into position

INDUSTRY NEWS

Conquest continues commitment to greener cleaning initiatives Conquest is investing in the development of its electric floor cleaning equipment, drawing on the latest global technology to expand its range in response to rising concerns for the environment.

“Conquest is proud to offer benefits including reduced noise pollution, decreased water usage, water recycling, lowered emissions, less chemical waste, and airborne dust control,” the company said.

Electric powered technology is one area in which Conquest is continuing to invest. According to Conquest, battery-powered floor cleaning machines are not only less expensive to operate and maintain, but they also release zero harmful carbon emissions.

Electric floor cleaning equipment is also significantly quieter to operate than alternative fuel sources, minimising noise disturbance and reducing the risk of operator hearing damage.

Conquest is expanding its range of electric floor cleaning equipment to include outdoor spaces, offering new solutions specifically suited to city councils, government organisations and businesses with an active focus on sustainability and the environment.

Featuring electric powered technology for zero emissions and minimal noise disturbance, the Conquest Outdoor Solutions are ideal for litter collection and dust control everywhere from urban streetscapes to the quietest of nature reserves.

A new addition to its fleet is the Conquest EcoSweep 2000. A large battery-powered suction street sweeper, the EcoSweep 2000 features electric motors that allow climbing of inclines up to 30 per cent. Boasting a 2.0m3 waste hopper and up to 10 hours of continuous sweeping, the EcoSweep 2000 covers vast outdoor spaces without disruption to productivity.

Tennant ANZ launches IPC in Australia Tennant Australia & New Zealand launched their newly acquired IPC brand at their National Sales & Distributor conference, held at the company’s Sydney head office.

In 2017, Tennant Company (NYSE: TNC), acquired the IPC Group, a designer and manufacturer of commercial cleaning solutions.

Now Tennant has officially released the IPC floorcare range to the Australian & New Zealand market, as part of their continued growth in the region.

“2019 turned into one of the best years in our region’s history,” said Chad Angeli, general manager at Tennant Australia & New Zealand.

“IPC expands our product portfolio with the likes of the new CT5 mini scrubber, and in addition to our T7AMR robotic solution, these products will help us continue to build on our strong results in 2020 and beyond.”

14 INCLEAN March / April 2020

“We see it helping our current customers and distributors with a value proposition they need.”

“From a market perspective, the launch of our new IPC brand helps expand Tennant’s multi-brand portfolio and existing brand presence across products and direct service in Australia and New Zealand,” said Josh Hastings, marketing manager at Tennant Australia & New Zealand.

“We’re extremely happy with the level of interest from our distributors on the IPC products we’re bringing to the Australian and New Zealand markets.”

The Tennant and IPC brands are highly complementary and differentiated in their geographies, products, and go-tomarket approach.

The Tennant brand, celebrating its 150th anniversary this year, delivers the latest innovative technology and performance, proven reliability and superior service for cleaning professionals.

The IPC floorcare range includes small to medium sized commercial cleaning machines and equipment, including floor sweepers and scrubbers, professional vacuum cleaners, highpressure washers, and related aftermarket parts.

INDUSTRY NEWS

ISS and TESA wins SA Schools Public Private Partnership ISS Facility Services has won a successful bid with financier Tetris Capital, DIF, ANZ Bank and Sarah Constructions (forming the TESA Education Consortium) for the SA Schools Public Private Partnership (PPP) Project.

ISS Facility Services will be providing hard and soft FM services. The net present cost of the total project over 30 years is $469.4m.

Continuing a trend that has seen vital Australian infrastructure delivered under PPP arrangements, South Australia will have two new P-12 schools opened in time for the 2022 academic year, with each accommodating as many as 1675 students, 100 special need students and 75 childcare placements.

One school is in the northern Adelaide suburb of Angle Vale and the other is in Aldinga in the south.

Through the project, the consortium will be engaged in funding, designing, constructing and maintaining the schools under a 30-year contract.

ISS will be responsible for building management services, caretaker services, cleaning services, grounds and garden maintenance, help desk services, pest control services, security services, utilities management services and waste management services.

ISS has a strong education portfolio in Australia, delivering facility services to 10 universities, more than 50 TAFEs and 870

ISS WILL BE RESPONSIBLE FOR BUILDING MANAGEMENT SERVICES, CARETAKER SERVICES, CLEANING SERVICES, GROUNDS AND GARDEN MAINTENANCE, HELP DESK SERVICES, PEST CONTROL SERVICES, SECURITY SERVICES, UTILITIES MANAGEMENT SERVICES AND WASTE MANAGEMENT SERVICES. public schools across Victoria and NSW for the State Department of Education.

ISS CEO, Scott Davies, said: “ISS is delighted to win the SA Schools PPP project with our consortium partners. The highly collaborative relationships established with all stakeholders will enable us to leverage our specialist expertise for a successful and unified school design, construction and service delivery.

“ISS has a deep understanding of the needs of education customers, coupled with our ability to provide a wide range of hard and soft services will ensure the two new schools run smoothly and efficiently. We look forward to providing a safe, clean and wellmaintained school environment for all students and staff to enjoy”.

Bay Direct Distributors joins RapidClean NZ RapidClean NZ has welcomed its newest member, Bay Direct Distributors.

Under the ownership of Dale and Sarah McGregor for the past 12 months, Bay Direct Distributors has been in operation for more than 26 years, supplying cleaning and hygiene products across the Bay of Plenty and Waikato regions.

Craig Newton, national manager of RapidClean NZ, said Bay Direct Distributors is a well-established business in the Bay area and a “great addition to the RapidClean NZ family”.

McGregor said joining the Rapid Group will provide significant benefit to Bay Direct Distributors as well as greater networking opportunities.

“I could see that joining the Rapid Group and being part of a larger network of professionals, was going to be of significant benefit to the business,” McGregor told INCLEAN NZ. “The immediate focus for us this year is to continue to provide our customers with

RapidClean members from Australia and NZ at the group’s annual conference in Sydney, 2019

our quality service that they have come to expect from Bay Direct Distributors for the past 26 years and continue to grow the customer base.

“We need to make sure we don’t rest on our laurels, and that we embrace any new opportunities. The Tauranga region is growing so much at the moment… and we have the opportunity to tap into that growth, which is exciting.”

The focus for Bay Direct Distributors is also on extending its range of sustainable

products and increasing its online presence.

“There’s a general trend away from the use of single-use plastics and more towards more sustainable products.

We’re already making moves away from single-use plastics and selling quite a lot of plant-based products, such as our compostable cup.”

Since first entering the New Zealand market in 2017, RapidClean NZ has steadily grown its member network. The co-operative added three new members in 2019, taking its total number to 12.

The Rapid Group also added new suppliers across both Australia and New Zealand in 2019, including Whiteley New Zealand. www.incleanmag.com.au 15

With over 65 store locations Australia and New Zealand wide, RapidClean offer high quality cleaning products, excellent service with honest and knowledgeable advice. All RapidClean stores are owned and managed by cleaning supply experts who provide a huge range of cleaning, packaging, catering and safety products.

Their aim is to deliver their customers consistent and reliable supply of quality products combined with great local service. With the collective turnover of over $100m, RapidClean utilise their vast buying power to offer their customers huge savings whilst supporting them with their experience and product knowledge.

KEY ACCOUNTS RapidClean’s Key Account program is an ideal package for customers who like to select their customised product range at Head Office level and negotiate prices utilising their collated buying power complemented with a centralised accounts system.

The new bespoke Rapid online ordering platform offers customers a user friendly system with the ability to self-manage site budgets, have a custom basket of goods and full reporting capabilities.

What sets RapidClean apart from multi-national competitors is their delivery system and that all profits stay in Australia and New Zealand. The products are delivered to their customers by a local RapidClean team member who knows exactly what’s in the box, how it works and how to service it. This unique system offers RapidClean customers a “one-stop-shop” solution.

THE RAPID GROUP ARE PROUD DISTRIBUTORS FOR THE FOLOWING MANUFACTURERS

ON-LINE SUPPORT RapidClean products are supported by a complete package of educational material including safety data sheets (SDS), product information sheets, risk assessment sheets, wall charts, training manuals and 14 online training courses. These are easily accessible from their website www.rapidclean.com.au. The most popular training course is the FREE online Safe Chemical Handing course which is a must for companies with staff using cleaning chemicals.

WHY CHOOSE RAPIDCLEAN? RapidClean has been trading for over 30 years RapidClean have over 65 stores in Australia and New Zealand RapidClean are Australian and New Zealand owned and operated RapidClean have a huge range of cleaning, catering, packaging and safety supplies RapidClean stock the best brands from the best suppliers RapidClean sell and service major brands of cleaning equipment RapidClean offer centralised Key Accounts for large customers RapidClean uses their huge buying power to secure cost savings for customers

RapidClean is Quality Assured

RAPIDCLEAN & HUHTAMAKI TAILORED PACKAGING RapidClean and Huhtamaki Tailored Packaging (HTP) partnership continues in 2020.

The RapidClean-Huhtamaki Tailored Packaging (HTP) partnership is based on Quality relationships, Quality products and Quality service.

The long term relationship began to flourish in 2010 and has continued to evolve and grow significantly with RapidClean members now spending in excess of $5 Million per annum across the HTP range of products. HTP manufactures the Rapid branded range of garbage bags and recently added the Rapid Entice washroom range which has significantly enhanced the range of washroom supplies offered by RapidClean members to their customers.

Huhtamaki Tailored Packaging (HTP) is a National business with warehousing and logistics facilities located in 5 State capital cities, Sydney, Melbourne, Brisbane, Perth and Adelaide. Each site is HACCP certified and is located close to major network hubs for ease of distribution and service to customers to ensure prompt supply.

PRODUCT RANGE The exclusive Rapid branded range of garbage bags from kitchen tidys ( 18L, 27L & 36L ) through to the LDPE range from 54L to 240L are all high Quality products designed to meet RapidClean’s strict product specifications. They are designed to be cost effective combined with excellent performance through utilising tough LDPE film, the strong star seal design and easy dispensing packaging. The garbage bags have a high quality presentation with Rapid livery emblazoned on the internal packet with prominent product codes for ease of re-ordering.

This ensures RapidClean customers have a garbage bag for all waste management applications, ideal for mid to heavyweight purposes in restaurants, clubs, hotels, councils and contractors.

QUALITY PARTNERSHIP The RapidClean Huhtamaki Tailored Packaging (HTP) partnership platform is not only built on collaboration and mutual engagement between both Head Offices, but re-enforced by highly knowledgeable and experienced RapidClean store owners and staff in their 56 sites.

Supported by Account Managers across the country, HTP provide valuable assistance to service member’s needs who in turn facilitate the One Stop Shop policy.

RapidClean members are confident of the products from HTP as their manufacturing plants are all accredited and certified and subject to regular audits by globally recognised bodies such as SGS, Bureau Veritas and Intertek.

Rapid Branded Garbage Bags

Entice Paper Range

HTP conduct additional audits in line with compliance as a signatory member of the Australian Packaging Covenant and are also signatory members of SEDEX (Supplier Ethical Data Exchange) which covers responsible, sustainable and ethical sourcing and work place conditions throughout the supply stream from raw materials at source to the customer’s store.

Over the past 10 years RapidClean have acknowledged HTP at their annual conference where they have been awarded for Supplier excellence and recognition of support.

Future Friendly Range

HTP believe it is an honour and a privilege to be part of the RapidClean family.

WWW.RAPIDCLEAN.COM.AU | 02 4721 1993 | SALES@RAPIDCLEAN.COM.AU

INDUSTRY NEWS

ISSA, GBAC launch Wuhan Coronavirus Center for Information ISSA, the worldwide cleaning industry association, and the Global Biorisk Advisory Council (GBAC), a division of ISSA, have launched a new resource webpage to access current information about the new coronavirus, 2019-nCoV, also known as the “Wuhan coronavirus.”

Coronaviruses (CoV) refers to a family of viruses that cause illness ranging from the common cold to more severe diseases such as Middle East Respiratory Syndrome (MERS-CoV) and Severe Acute Respiratory Syndrome (SARS-CoV). The 2019nCoV, also known as the Wuhan Coronavirus is a novel or new coronavirus, that was first identified in humans in Wuhan, China, in December 2019.

While not common, coronaviruses can be zoonotic, meaning they can be transmitted between animals and people. This was the case with SARS-CoV, which was found to be transmitted from civet cats to humans, and MERS-CoV, which was found to be transmitted from dromedary camels to humans. While there is speculation that 2019-nCoV is also zoonotic, scientists are still unsure.

The ISSA and GBAC resource webpage will have updates such as implementing worker protection and using appropriate disinfectants; practicing precautionary measures and reducing the risk of infection and training and educational opportunities to reduce biohazard risks. The website also includes a tips sheet.

Fresh Green Clean rebrands as HPC Solutions Sustainable cleaning consultancy, Fresh Green Clean, has rebranded as HPC Solutions as part of its transition to a new company, High Performance Cleaning Solutions.

Bridget Gardner, who founded Fresh Green Clean in 2006 when green cleaning was in its infancy in Australia, said the name change launches an exciting new era for the company.

“We are seeing ‘green cleaning’ shift from a niche marketing term, toward doing business in a smarter, more sustainable and responsible way,” Gardner said.

Gardner said the term ‘High Performance Cleaning’ (HPC) sums up this growing professionalism, defined as ‘performing measurably healthier,

18 INCLEAN March / April 2020

more sustainable, ethical and hygienic cleaning practices’.

Through FGC’s work, Gardner said she has observed first-hand how challenging high performance cleaning can be to implement, especially when engaging a part-time workforce with high turnover rates, limited English skills, and minimal cleaning experience.

“Our clients needed solutions that guaranteed their cleaners knew how to use effective, efficient processes and deliver consistent standards, even when working unsupervised in multiple sites.”

According to Gardner HPC Solutions offers a more streamlined business model. For example, instead of multiple standalone services, HPC Solutions has three targeted packages design to

help clients deliver greater efficiency and consistency, increase worker engagement and innovation, and prevent risk and ensure compliance.

Each package comprises a step-by-step program and a combination of solutions, including cleaning plans, manuals, training workshops and auditing tools.

Another key change is systemisation.

All the solutions are structured on the same HPC Criteria Framework and CAL model (Cleaning Activity Levels), developed by Gardner.

“I am so excited about this new direction. We are already seeing how this program empowers cleaning personnel and adds value to the vital role they play in keeping people and environments healthy.”

Australia’s National Bespoke Ordering Platform Designed Especially For The Facility Management Industry Custom Basket Of Goods

3 Tier Approval Structure

Allows you to setup individual products for sites specific needs

Allows you to have up to 3 approval tiers for each site

Full Reporting Capabilities

Set Individual Site Budgets

Custom reports by site, products, spend and more

BUILT BY THE INDUSTRY, FOR THE INDUSTRY Developed in collaboration with some of Australia’s leading facility management providers

$$$ Set a budget for each individual site, per month, per year or per order

Over 55 Distribution Locations Across Australia WWW.RAPIDCLEAN.COM.AU Over 55 Stores Across Australia | 02 4721 1993 | sales@rapidclean.com.au

INDUSTRY NEWS

Nilfisk launches first autonomous scrubber in Australia Nilfisk has launched its Liberty SC50 Autonomous Scrubber in Australia. Available in North America and Europe, Nilfisk partnered with Carnegie Robotics to develop what it describes as the “most advanced robotic scrubbing system”.

According to Jack Anderson, product manager, Nilfisk Autonomous, the Liberty SC50 is the only autonomous floor scrubber that’s independently certified according to North American and EU safety standards. It is currently in the process of being certified by a third-party to Australian standards.

The machine’s autonomous programming operates in three ways: fill-in, copycat and manual mode. Unique to Nilfisk, fill-in mode allows the operator to program the perimeter, and leave the autonomous intelligence to find the most efficient fill-in path, cleaning 98-99.5 per cent of space, compared with around 85 per cent with industry-standard copycat programming, according to the company.

The Liberty SC50 is on a 51cm stand-on cleaning platform and provides six hours of run-time on a single charge. The SC50 can cover up to 7,000m^2 while the operator is doing other tasks.

In Australia and New Zealand, the autonomous machine will be targeted at contract cleaners, education, shopping centres, hospitals, hospitality and airports. Anderson said the benefits of autonomous cleaning is increased productivity, simplicity, quality and safety.

“High-volume, repetitive tasks, such as cleaning large areas, are time-consuming. The new generation of autonomous machines can perform these tasks for hours at a time, with no drop in efficiency.

“They also work at any time, and in the case of the Liberty SC50, even in complete darkness, which helps where facilities need to be cleaned overnight. These extended hours equal more cleaning, 20 INCLEAN March / April 2020

or fewer expensive staff hours. Division of labour is also possible, with machines performing volume tasks, while people carry out the kinds of jobs that call for more human dexterity,” Anderson said.

Michael T Hansen, general manager of Nilfisk Australia, said: “After years of developing and refining the solution, we’re confident that the Liberty is ready for the biggest and toughest jobs you can throw at it. We have seen from the reactions of our customers so far, that the Liberty has unique features not seen in any other machine, making it far better in terms of cleaning coverage, operator productivity, and sustainability, while being uncompromising on safety.”

INDUSTRY NEWS

Polivac International introduces compact burnisher to range Polivac International has launched its new, compact 16” Gas burnisher (40 cm) to the market.

The company said it believes research and development is a continuous process which is why exploring new innovative technologies and market opportunities is a priority.

The Australian-made machine has been designed to be highly manoeuvrable in small areas in supermarkets, hotels, showrooms, offices and building sites.

According to Polivac International, the pad constantly follows the contours of the floor surface and comes with an electric start button for operator’s convenience. Its ergonomic design also reduces the risk of user error and exhaustion “Polivac’s prime focus is safety, hence all Polivac Gas burnishers are specially designed to ensure the CO emissions are minimized and maintained at safe levels as recommended

by Safe Work Australia,” the company said.

“For the past 60 years, all Polivac products are manufactured keeping in mind four core concepts safety, productivity, quality and sustainability.”

GREEN CLEANING RANGE Our ever expanding range of GECA licensed products help to reduce the environmental footprint of your cleaning operations. Highly concentrated formulas to reduce cartage and recyclable packaging reduces waste!

BIODEGRADABLE NON TOXIC LOW VOC

NEW!

PHOSPHATE FREE

GECA CERTIFIED! Biodegradable, phosphatefree & made using safely sourced sustainable palm kernel oil.

Low volatile organic compound (VOC) content for good indoor air quality.

HALF Page H Advert - FEB2020.indd 1

WANT TO KNOW MORE? Check out our green range products & more on our website:

www.agar.com.au 11/02/2020 3:03:01 PM

www.incleanmag.com.au 21

“AT UMD WE DON’T WANT TO BE A COMPANY THAT MAKES A SALE AND MOVES ON TO THE NEXT SALE. WE WANT ORGANISATIONS TO EMBRACE THE TRAINING.”

A new microfibre solution Universal Microfibre Distributors (UMD) is shifting the mindset around microfibre, with an aim to improve current training standards and techniques.

22 INCLEAN March / April 2020

SPONSORED

U

niversal Microfibre Distributors (UMD) provides high quality microfibre solutions, with a unique focus on product application, training and education.

Established two years ago in Bankstown, Sydney, UMD offers a range of microfibre mop, pads and cloths, available in all five standard healthcare colours: red for heavy soiled areas, blue for general areas, yellow for infection or isolated cleaning, purple for cytotoxic areas and green for catering areas.

Along with industry business partners, including consultancy company Creek Solutions, UMD offers extensive, on-site product, WHS and infection control and prevention training.

The benefits of UMD’s versatile microfibre product range is its quality, longevity, high level of infection control management, environmental impact with less reliance on chemicals and ease of use for staff. UMD microfibre products can also adapt to fit an organisation’s current equipment such as trolleys and associated tools.

Microfibre is a product made of polyester and polyamide (between 70/30 and 80/20). The ability of microfibre cloths and mops lasting up to 600 washes, if used and maintained properly,

ensures the financial benefits outweigh many other disposable, absorbent cloths and ‘spaghetti’ mops. Microfibre materials also retain the moisture wiped on the side used. In addition, the operation of microfibre uses little amounts of chemical and water.

With a focus on aged care, healthcare and the hospitality and hotel industries, UMD’s customers include aged care facilities Yallambee Lodge in Gosford, NSW and Mackellar Care Services in Gunnedah, NSW. The focus for the organisation in 2020 is increasing its number of distributors throughout Australia and New Zealand, expanding its product range to ensure that an all-round process is available to its customers and leveraging its partnerships with leading industry organisations.

UMD continues to innovate with its microfibre offering, with the Sydneybased company currently in the development stages of launching RFID (radio-frequency identification) tagging for its products used in healthcare and aged facilities, allowing users to automatically and uniquely identify and track inventory, ensuring accountability and transparency.

Core to its service offering is UMD’s ongoing training, ensuring cleaning staff are specialists in the work they do.

Case study: Mackellar Care Services, NSW Mackellar Care Services in Gunnedah has implemented UMD products and had the assistance of the organisation’s support services, including its on-site training in partnership with Creek Solutions.

Todd Southorne of Mackellar Care Services, which has used UMD’s microfibre cloths and mops for the past 18 months at its aged care facility, says UMD offers a costs effective, superior product.

“When we first converted to microfibre from our previous string mops staff were hesitant to change but they would not go back now. UMD cloths and mops are tenfold better and extremely cost effective when it comes to cost per use.

“The training and support offered as part of the support service has also been fantastic for the team. UMD and Creek Solutions showed

the team proper cleaning and mopping techniques. They also set the teams up with cleaning schedules throughout our facility.”

“Every visit from UMD and Creek Solutions we review our training, cleaning techniques and schedules and ensure any new staff are trained.

Mackellar Care Services has also nominated ‘champions’ within its cleaning and catering departments.

“Through the training we also set up team leaders within our cleaning and catering departments. The staff now have someone they can speak to either amongst themselves, communicate with senior management on behalf of the team, or sometimes the team leader is able to handle the issue or concern there on the spot, so it works well for the entire team.”

www.incleanmag.com.au 23

SPONSORED

“

UMD’s steps to developing an effective staff training program

Cleaners are just as important as care givers in healthcare and aged care facilities. They see every square inch of a facility; they need to learn the skills to see and report any issues.

• Start at the beginning of what the job is about, customer service is important • Break down all the tasks • Learn the techniques before changing the work structure • Evaluate, follow up, provide feedback and quality auditing • Understand how all cleaning processes support all tasks being completed • Provide training every three months • Nominate a ‘champion’ or team leader within the cleaning team • Arrange Toolbox Talks every day

Benefits of microfibre • Non-abrasive • Hygienic • Durable • Soft to the touch • Can be treated with antibacterial chemicals • Light weight • Water absorbing • Long lasting if cared for properly

24 INCLEAN March / April 2020

”

“At UMD we don’t want to be a company that makes a sale and moves on to the next sale. We want organisations to embrace the training,” says Anna Marshall, sales manager at UMD. “A lot of companies sell microfibre but don’t offer the training that is needed with it. When you start training in a hospital or in a aged care facility, the focus needs to be on staff competency, and microfibre doesn’t work if the product is not used or managed properly.”

Creek Solutions is a leading training consultant of laundry, cleaning and kitchen services. Its training consultants include Ali Khondukar, who spearheaded the launch of the microfibre cleaning system at Macquarie University Private Hospital & Clinic and Queensland Rehabilitation Services.

“In partnership with UMD, we want to educate the industry,” says Paul Creek, managing director of Creek Solutions.

“We want to change the mindset around microfibre and improve current standards and techniques.

“Cleaners are just as important as care givers in healthcare and aged care facilities. They see

every square inch of a facility; they need to learn the skills to see it and report any issues,” says Creek.

“There is no reason cleaning should be just a matter of having people in jobs. Staff should be learning a trade, just like any apprentice.”

Considering recent events such as the global spread of the novel coronavirus, officially named Covid-19, and the Royal Commission into Aged Care Quality and Safety in Australia, Creek believes organisations need to identity ‘champions’ or go-to people to ensure cleaning procedures and processes become consistent.

“We recommend having a ‘champion’ within the team and have a Toolbox Talk every day. If you start this system, it provides open communication with the team,” Creek says, advising training be conducted every three months.

“Training and education is so important when using microfibre. If you manage microfibre properly it is possible to clean your environment without chemicals. The industry must invest in training and realise that buying the cheapest product is not the correct answer.” ■

EFFICIENT CLEANING With Microfibre • Reduced need for chemicals • Safer work practices for staff • Hygienic cleaning results

Suitable for the HOSPITALITY, HEALTH and AGED CARE industries

W: umdaustralia.com.au E: admin@umdaustralia.com.au

On course for success Interactive Training International (ITI) continues to build on the success of its extensive coursework, with an eye on new programs and markets in 2020.

26 INCLEAN March / April 2020

“W

e trained more people in 2019 than we did the previous year, and we’re certainly looking to expand on that level of training this year,” explains Grant Hickey, general manager of Advanced Specialized Equipment.

ITI, a division of Advanced Specialized Equipment, is an independent, education, training and certification body for the cleaning and restoration industry.

ITI offers a wide range of training for industry professionals including technical certification training, advanced designation training as well as business building courses.

Formed in 2006 as an IICRC training school, ITI moved from solely theory-based training (prior to 2006 it was part of the Steamway IICRC training group) to create its own hands-on training experience, with Restoration Sciences Academy (RSA), one of the industry’s largest global training organisation.

This shake-up led to the opening of the company’s $1 million state-of-the-art interactive training house – understood to be the first of its kind in the southern hemisphere at the time of its launch in 2006 and still one of two in the southern hemisphere today Today, the facility is one of a handful of similar constructions around the world. The only fully furnished, two-storey house in the

world is designed to show students real-life scenarios and provide trainees with hands-on training in real simulations.

The house is equipped with functional household amenities as well as an operational bathroom and laundry. It is fully flooded via a state-of-the-art fire sprinkler system so trainees can go through the process of completely restoring the house and furnishings for courses such as structural drying.

The training house can be flooded with 5000 litres of water to create a real-world water-damage scenario. It also features crawl spaces so trainees can experience what is happening in all areas at all stages of the water drying process. Fire can also be simulated to expose students to the unpredictable nature of smoke and odour contaminated areas.

Eight CCTV cameras are also fitted throughout the house, with a live feed back to the lecture theatre, so trainees can observe and learn from exactly what’s happening in the house in real time.

“We always try to do something different in our classes. Our training schools aren’t dictated by the boundaries of the course itself,” explains Hickey.

“The focus for us is always on trying to improve our classes and how we can streamline them to make the information clearer and the most up to date. It also can be initially daunting for someone who hasn’t participated at a training school or hasn’t undertaken any formal training in a long time, so we also try to remove any anxiousness about the theory and make it as practical as possible.”

TRAINING // SPONSORED

SPONSORED

STARTUP SMARTS More than 2000 people from Australia and New Zealand have undertaken ITI courses which include Damage Restoration; Carpet, Upholstery, Leather & Fine Fabric Care & Complete Spot & Stain; Fire & Smoke Restoration.

ITI’s key objective is not just to provide ‘one off courses’, but complete career education, catering for beginners right through to continuing education for long-term industry professionals. Another benefit of ITI’s training facility, which also houses a lecture theatre for its theory-based components, is to be surrounded by like-minded people.

“We cover other topics such as business development, which gives people a bit more out of the class, and with the backing of RSA we have the best information available to our customers,” says Hickey.

ITI is currently in the development stages of a new methamphetamine decontamination course, which it expects to launch next year.

Outside of cleaning and restoration, ITI is also developing a sales training course for small business owners – led by a newly appointed team member with extensive sales and customer service training.

The sales training for small business course is expected to launch from next year following a soft launch, slated for the end of this year.

The one -day course, which Hickey says may extend following further development, is part

of ITI’s wider plans is to target small business owners, with business development and management courses in the pipeline.

Advanced Specialized Equipment and ITI have previously held education and networking seminar session in Brisbane, the brainchild of Grant Hickey’s father, John Hickey.

“When small business owners are setting up their businesses, they’re rarely taught the basics.

We find many small business owners who attend our schools need startup advice and guidance to help them grow, and to also not get caught in the common pitfalls of starting a new business, like doing work for minimal money because they don’t know how much it will really cost them to do a job.

“There’s a lot of people quick to criticise someone starting their own business, and not enough encouraging innovation and providing that underpinning information that will help businesses succeed.

“We want to be able to offer people that advice so we’re currently considering the development of a mentorship program. I believe if we head in that direction, we can help more companies grow and succeed.

“For us, it’s not about selling equipment, it’s about allowing businesses to learn, grow and succeed, which has a flow-on effect to others and the industry.”

“

We always try to do something different in our classes. Our training schools aren’t dictated by the boundaries of the course itself.

”

2020 VISION Advanced Specialized Equipment was founded by the Hickey family in 1994. The familyowned and operated company is now a leading supplier of commercial cleaning and restoration equipment in Rydalmere in Sydney and Murrarie in Brisbane. Hickey says the key to the family business’ longevity is its ability to adapt.

www.incleanmag.com.au 27

TRAINING // SPONSORED

“

Whether it’s the person who answers the phone or the technician, training is not just for the management team or the boss, it’s for everyone. The companies I see invest in training tend to be the most successful. The ones where only the boss does the training don’t succeed as much as they should.

”

28 INCLEAN March / April 2020

“The challenge for us is always increasing our customer base,” explains Hickey. “But each year we seem to be picking up new customers from a wide range of different industries.

“The opportunities are ripe for our industry and for us being able to train people who are diversifying from other industries, such as commercial building companies and project management companies. These industries are markets that we will look to target moving towards based on the customer interest we’ve received.”

However, for Hickey, training is only effective if all staff throughout the company are trained.

“Whether it’s the person who answers the phone or the technician, training is not just for the management team or the boss, it’s for everyone. The companies I see invest in training tend to be the most successful. The ones where only the boss does the training don’t succeed as much as they should.

“Secondhand knowledge will never compare to what is shown or demonstrated in class.

That’s the main reason why we provide practical experience in the training school so that everyone is learning the same thing.

“With the assistance of RSA, our training schools are updated, in some cases, every six months. There’s organisations I know that haven’t updated their practices in years, so also ensuring that staff are up to date with the latest information is just as important.”

Not only will this ensure consistency throughout an organisation, as well as the wider industry, but he believes will also lift current standards and professionalism.

“Trying to standardised the industry remains an issue. There’s a lot of people that believe the industry should be licensed to try and weed out the poorer standards in the industry, but even licensed industries still have poor standards.

“Licensing will never change that but I do believe that whether it’s industry bodies or training groups like ours, if we can get to a much stronger standard that will only increase the knowledge of the industry and the levels of professionalism. If the industry is more professional, people will have stronger and better businesses.

“So, don’t sit back. Always look at going forward. Whether that’s your practices or processes, always move forward.” ■

YOU NEED TO HAVE YOUR STAFF CAPABLE ON THE JOB! Now is the perfect opportunity to work with Interactive Training International (ITI).

Australia’s Premier Training Oganisation for the Cleaning and Restoration Industry.

Speak to our friendly staff or book on

www.itiworld.com.au | 02 9898 1555

“S

SPONSORED

Inclusivity in cleaning Social procurement has become a key benchmark in the tendering process, with many organisations reaping not only social, but economic benefits, of an inclusive and diversified workforce.

30 INCLEAN March / April 2020

ocial procurement enables organisations to create positive community impact through purchasing.” That’s according to Luke Bordin, director of registered training organisation, Learning Sphere.

“It is the power to generate positive social outcomes, alongside the delivery of quality services.”

Sustainable and social procurement has moved beyond the purchase of environmentally friendly products, with social considerations such as evidence of inclusion, being increasingly incorporated into the tendering process.

Examples of social procurement include creating equal employment opportunity for disadvantaged and vulnerable people in the community, creating local employment opportunities, or strengthening a regional economy through business.

“Social procurement is about breaking down walls, and it is positive to see an increasing number of contracts asking companies to demonstrate how they do this,” says Bordin.

Many organisations are encouraged to support supplier diversity via contracting with Aboriginal businesses and Australian Disability Enterprises (ADE).

Bordin say one aspect of the cleaning industry that has often been overlooked, is the workforce of cleaners who identify with a disability.

According to the Australian Bureau of Statistics (ABS), disability is defined as “any limitation, restriction or impairment which restricts everyday activities and has lasted or is likely to last for at least six months.”

It is understood in Australia, around one in five people live with a disability of some kind, including those living with mental health conditions.

“They play a valuable part and often demonstrate strong commitment to our clients and their employers,” says Bordin.

“The cleaning industry has excellent job opportunities as there are many part jobs available, and often it is possible to offer a niche position that fits their personality.

“For some, they love being with people, so they enjoy the interactions with customers in food courts, or with the office staff as they clean. For others, they like to focus on one aspect and give 100 per cent attention to do the best cleaning job they can.”

“The industry association decided four years ago that a Certificate II Cleaning was not needed as a qualification or traineeship. Yet Learning Sphere found it had a large cohort who were needing the Certificate II Cleaning, and these were often youth, people with disabilities and eve n humanitarian or refugees new to Australia.

“At the end of 2019 the NSW government re-established the Certificate II as a funded traineeship. In the first week eight new employees (all with disabilities) were enrolled. This continues to meet the demand for this workforce.”

Over the past 18 months Learning Sphere has expanded its work with ADE Aruma, providing accredited training for supported

TRAINING // SPONSORED

workers across the organisation’s cleaning, laundry, hospitality and warehouse operations.

Aruma currently operates eight businesses across New South Wales and Queensland, employing close to 500 people with a disability.

Facility Services is one of these businesses and specialises in commercial grounds maintenance and facility cleaning across NSW and Queensland in close to 4000 sites employing 75 people with a disability.

Facility Services are experts in test and tag, grounds and landscape maintenance as well as external cleaning and maintenance of facilities, including commercial, retail and residential properties.

Its clients include Telstra, Link Housing, Spotless, Land and Housing Corporation, as well as local councils such as Byron Bay which contract the Aruma Facility Services team to clean and maintain public amenity areas.

Teams are trained to be accountable and consistent to ensure all premises are cleaned to Australian standards. They specialise in property services such as gutter and pressure cleaning, mowing and mulching.

Supported employees undertake relevant training in chemical certification, chainsaw operations, Certificate II and III in Cleaning plus First Aid and Certificate II in Horticulture.

“Our Facility Services team are consistently expanding their portfolio of services and clients and growing to be one of the largest cleaning and grounds maintenance ADEs in the country,” says Brett Lacey, executive director, businesses and children’s services, Aruma.

“Our businesses are sustainable and commercially competitive, but they do exist for the sole purpose of creating employment for people with a disability in a supported environment. Its giving people the life they want, the life they choose.

“For people with a disability, supported employment is more than just a paycheck. It’s the right to have a career and progress in that career and provides opportunities for independence, positive self-esteem and the social benefits that we all take for granted in a 9-5 job.”

Bordin says in many ways, companies who are inclusive find a lot of benefits.

“Often those employed appreciate they have been given a chance to be employed, and often prove to be reliable and committed employees.”

According to the Australian Network on Disability, numerous studies [1] have shown employees and customers are more loyal to organisations that demonstrate they value diversity and inclusion and that their workforce reflects the community.

Research on workers with disability [2] show they often have lower absenteeism and employee turnover and low incidence of workplace injury, which all help to create cost effective businesses.

Organisations who have built capability for inclusion will also minimise risk of injury, complaint or breach of discrimination law.

A 2018 study by Accenture in partnership with the American Association of People with Disabilities and Disability: IN reports businesses that actively seek to employ people with disabilities outperform businesses that do not.

“

Social procurement is about breaking down walls, and it is positive to see an increasing number of contracts asking companies to demonstrate how they do this.

”

www.incleanmag.com.au 31

TRAINING // SPONSORED

“

The big difference with Learning Sphere is that we don’t teach in a classroom. We do some theory, but the focus is on practical training and getting workers trained on site.

”

32 INCLEAN March / April 2020

Their revenues were 28 per cent higher, net income was two times more, and profit margins were higher by 30 per cent. Additionally, the Department of Labor found employers who embraced disability saw a 90 per cent increase in employee retention.

Over the past 18 months Learning Sphere has provided tailored training programs for Aruma, with supported workers completing Certificate II in Cleaning and management completing Certificate III in Cleaning Operations.

Learning Sphere’s training is conducted on-site, with more focus applied to practical learning.

Students are taught the practical application of products and processes based of the contract or site requirements such as pressure washing, window cleaning and infection control.

“The big difference with Learning Sphere is that we don’t teach in a classroom. We do some theory, but the focus is on practical training and getting workers trained on site,” explains Bordin.

“This is a big step forward for the industry, and there are more organisations wanting to offer work to supported workers, however, there are still many that don’t recognise the important role that supported workers can play, not only in their organisation but for the industry.

“It’s also becoming a requirement, not just in government contracts, but for many property groups as well, which makes even more attractive for employers to consider support workers. The nature of cleaning – the tasks involved and the hours of work – is also very much suited to learners who want flexible working hours – so it’s beneficial to organisations and the individuals in many ways.”

Bordin says for ADE organisations like Aruma, they can now expand the accredited pathways for supported workers.

“Learning Sphere works with more than eight recognised disability employers, and the satisfaction of achievement for their supported workers has been enormous.”

Often their achievements are not just personal, but involves their families, case workers and their employers.

“The graduations we have held have been heavily supported by their families and friends, as well as corporations who provide the cleaning contracts. For most supported workers their achievement is their first recognised certificate, and it has special importance to them.

“Social procurement is of growing importance to the government and property group cleaning contracts. Having additional support and even financial assistance to create more employment opportunities for people with disabilities and others, means the employer can make social procurement a meaningful part of their business.”

Employer of Choice Study, 2014 by Instinct and Reason for Heads Up campaign. AND surveys of members and case studies.

[2] Australian Safety and Compensation Council, 2007, Are People with Disability at Risk at Work?

A Review of the Evidence, ASCC, Canberra, Du Paul University 2007 and Graffam J, Shinkfield A, Smith K and Polzin, U 2002, Employer benefits and costs of employing a person with a disability, Journal of Vocational Rehabilitation, vol. 17, no. 4, p. 251-263. ■ [1]

TRAINING

Learn the ROPES of creating compelling training

A

dult learners have unique characteristics you should consider when constructing training courses. Most are eager to learn but need to see how they will benefit from the training.

They prefer active, rather than passive, learning and do well with hands-on activities rather than sitting through 40 slides on how to do something.

Our job as trainers is not to know everything, but to lead the class in learning. Part of that learning can come from other students, so tap the experience adult learners bring to your class.

One way to draw out experiences from your students is to use a formula called “ROPES” for laying out learning objectives.

34 INCLEAN March / April 2020

RELATE Have you ever attended a class that covered a subject you knew nothing about? Chances are you felt a little lost and unsure of yourself. If you flip that scenario, you also have probably attended a class where you were familiar with the subject matter and the new information you learned was easy to grasp and understand.

Learning is much easier when your brain knows where to file the information. The first step in ROPES – Relate – is to show learners how the new information they are going to learn expands on something they already know and where they should file this new information. This is an important step

because it establishes relevance for the material and allows adult learners to see that this is important information.

OVERVIEW The next step, Overview, sometimes blends in with Relate. In overview we want to give learners a summary of the activities for this learning objective. Showing learners how you will cover a topic lets them know what to expect. This will help to keep them focused and ready to learn in class.

PRESENTATION The Presentation step is generally where instructors invest the bulk of their time.

Keep in mind that when you see the word “presentation” it does not automatically

TRAINING EXERCISE The next step, Exercise, should contain the meat of the learning objective. This is when the learners are going to do something with the instruction they just received.

Exercise also forces recall of the information.

The more the brain recalls information and uses it, the more likely it is to make a home for this information in the learner’s long-term memory.

The possibilities in this step are endless.

Anything you can do to get the students interacting and using the information you just presented should be effective. Here are some of my favourites: • Create and launch quizzes from your computer using free website, Kahoot! Students see the questions and answer from their own mobile device.

• Break the class into groups and assign each group a subject to discuss and then teach to the rest of the class.

• Use role play to immerse learners in an environment that replicates a specific situation. Role play can be a simple as creating scenarios on paper for them to work through and as elaborate as staging a real environment that looks and feels like the environment where they will need to use the learning.

• Create a sorting exercise to have learners demonstrate the steps in a process they just learned. Combine this exercise with the teaching exercise explained above for a very effective experience.

“

Engaging your learners is truly the heart of your training program.

”

SUMMARISE

mean PowerPoint presentation. If you are going to use PowerPoint, I would recommend following a few simple tips: • Keep it short and remember that you are the presentation, not the PowerPoint slides. The slides should simply reinforce what you say.

• Don’t put every word of your presentation on the slides and do not read your slides.

• Keep text to a minimum. If you put a lot of text on your slides, the students will take their attention away from you to read the slides.

Remember the 6 x 6 rule: no more than six lines with no more than six words per line.

Avoid the temptation to overwhelm your learners with all the available information on a topic. Give them what they need to know, especially if regulatory or safety issues are part of the topic.

The final step in ROPES is Summarise. This is when we take a few minutes to review what we have learned, answer any lingering questions, and close out each learning objective. One of my favourite activities in this step is to have each student share one thing they will do differently based on what they just learned.

Engaging your learners is truly the heart of your training program. Create a class that will allow your students to effectively gain new knowledge by showing them how it builds upon what they already know and why it is important to them. After sharing your information, let them take their new knowledge for a test drive.

Richard “Bo” Bodo, director of training for Kärcher North America, is an industry veteran with more than 20 years of experience. He is an IICRC certified instructor, master textile cleaner, past chair of the ANSI/IICRC S400 Standard for Cleaning, Maintenance, and Restoration of the Commercial Built Environment, and vice-chair of the IICRC S100 Carpet Care Standard.

This article first appeared in Cleaning & Maintenance Management and has been republished with permission. ■ www.incleanmag.com.au 35

HR

How to be a

HR star

Many cleaning companies neglect their human resources strategies in the belief that the focus must be on business development. This can be a mistake in a world where people management is crucial. Cameron Cooper reports on five ways to get management teams on course to HR success.

36 INCLEAN March / April 2020

HR

“

Stagnant employees lead to a stagnant business. All cleaning companies can benefit from having systems and structures to keep motivating their people and advancing their skills.

1

FOCUS ON THE RIGHT PEOPLE FOR THE RIGHT ROLE

Cleaning companies are facing cut-throat competition, so they need to have an edge on the staffing front. Compromising hiring quality and simply seeking to fill roster gaps can ultimately come at a cost, from losing current sales and clients to damaging a hard-earnt brand.

Troy Stahlhut, executive general manager of Cleanworks Australia, a national enterprise which has about 300 cleaners on its books, says the starting point with HR is to know who you are hiring and what genuine skills people possess.

“What we do well is understand the specifics of each and every role and we are (very good at understanding) what the right fit looks like,” he says.

That means being aware of human traits and recognising which employees may be suitable for different jobs, including cleaning in more specialised environments such as schools and aged-care facilities.

“You have to know your clients and match them with the right cleaners.”

Stahlhut adds that superior HR practices and fostering a great culture lead to better retention rates. “It’s all about the people.”

At NRE Cleaning Services, a Queensland cleaning business with about 10 staff, founder Rod Abbott says HR and staffing issues are

”

without doubt the hardest part of the job. In hiring staff, the first thing he looks for is people who show initiative.

“It can just be a minor thing,” Abbott says.

“When the cleaner is doing a walk-through on a job they’ll notice something like dirt on a light switch. That shows me they are clued up and likely to be an asset.”

2

KEEP DEVELOPING AND MOTIVATING YOUR TALENT

Stagnant employees lead to a stagnant business.

All cleaning companies can benefit from having systems and structures to keep motivating their people and advancing their skills.

In this respect, a performance review process can help, while ongoing education and skills development allows staff to progress through cleaning and management roles.

Abbott says NRE Cleaning Services encourages staff to take on more responsibility, such as becoming a supervisor.

“Everybody needs to have ambition in their life and to be the best they can be.”

With other family members involved in the business, NRE Services also tries to treat all staff as part of the family.

“If they feel as though we’re all in this together and if they do well, we do well, it creates a different atmosphere,” Abbott says.

www.incleanmag.com.au 37

HR

“

Employee exits are often managed very poorly and can lead to animosity and even court action. Having a clear understanding of the basics around employment terminations is crucial for management.

”

Smart companies typically pay attention, as well, to rewards and recognition programs. This could be in the form of a monetary benefit for a job well done, or even something as simple as free movie tickets for a worker and their partner for outstanding performance.

Cleanworks offers gift vouchers for great staff efforts, and it also praises good workers through its newsletter and names a quarterly ‘champion’ of the business.

“We just make a big noise about what good and hard work looks like,” Stahlhut says.

“Recognition goes a long way.”

rights, too, and handling staff grievances is a critical factor that affects employee satisfaction and the performance of a business.

Stahlhut says outlining standards and expectations to employees and other managers is not enough – those standards must be maintained.

“For example, one of the greatest causes of complaints from customers in the cleaning industry is the inconsistency of staff,” he says.

To address this issue, Cleanworks provides constant feedback and training to ensure staff acknowledge and meet their commitments, and ultimately enjoy the work they do.”

3

5

DOUBLE-DOWN ON TRAINING INITIATIVES

A key element of developing talent is ongoing training. The aim for management of such training programs should be two-fold – they ideally target employees’ weaknesses and turn them into strengths, and they also put in place structures to continually upgrade employees’ skills.

In addition to regular cleaning skills, training in areas such as workplace health and safety, environmental issues and customer service can put the spotlight on HR issues and turn cleaners into well-rounded and highly valuable assets.

4

CLEARLY OUTLINE STANDARDS OF CONDUCT AND WORK EXPECTATIONS

A basic component of any HR program is to alert employees to acceptable and unacceptable behaviour.

A tool such as an employee handbook can cover policies around areas such as harassment, equal opportunity, expected behaviours and employee benefits. This brings clarity to the role and can protect the business from legal issues.

Such measures should not all be stacked in the company’s favour, however. Employees have 38 INCLEAN March / April 2020

BE PREPARED TO CUT LOOSE TOXIC STAFF

Employee exits are often managed very poorly and can lead to animosity and even court action. Having a clear understanding of the basics around employment terminations is crucial for management.

Abbott believes “corrosive” staff members must be let go. “That cancer has to be cut out,” he says.

While acknowledging that many cleaners have uncertain financial circumstances that can be exacerbated if they are fired, Abbott says tough decisions are often required.

“At the end of the day there are others in the business that you have to look after as well.”

At Cleanworks, Stahlhut says management should give underperforming workers “a chance to turn it around”. However, inaction is not viable if they keep failing on the job.

While terminating poor employees is essential, Stahlhut says the flip side is that HR policies and practices should ensure that outstanding staff feel valued.

“Because at the end of the day, without good cleaners we don’t have a business.” ■

HEALTH

Frontline defence

The new coronavirus, officially named Covid-19, has led many service contractors and facilities to ramp up their infection prevention procedures and pandemic plans.

T

he novel coronavirus (2019-nCoV) has sparked worldwide alarm with more than 80,000 confirmed cases across the globe and more than 2500 deaths*.

Coronaviruses (CoV) refers to a family of viruses that cause illness ranging from the common cold to more severe diseases such as Middle East Respiratory Syndrome (MERSCoV) and Severe Acute Respiratory Syndrome (SARS-CoV). The 2019-nCoV, officially named Covid-19, was first identified in humans in Wuhan, China, in December 2019.

In February the global death toll surpassed that of the Severe Acute Respiratory Syndrome (SARS) outbreak, which reported 774 deaths and more than 8000 cases between November 2002 and July 2003. The Covid-19 was also declared a public health emergency of international concern by the World Health Organization (WHO).

In Australia, 29 cases* have been confirmed, including nine in Queensland, six in NSW, nine 40 INCLEAN March / April 2020

in Victoria, three in South Australia and two in Western Australia All cases in Australia came from Wuhan, except one in NSW which had contact in China with a confirmed case in Wuhan.

Many viruses cannot live for long outside a human or animal host, whereas other viruses can survive for prolonged periods on contaminated surfaces.

According to Dr Greg Whiteley, Covid-19 sits somewhere in the middle of the risk zone. It can survive on a contaminated surface, but probably not for long. “Coronavirus is an enveloped virus, and typically these viruses are not terribly difficult to kill on a surface. There is a tendency, in the context of a new pandemic, to go for the strongest disinfectant conceivable for surface disinfection. With a harder to kill virus, or a virus with particularly high mortality, that may be appropriate, however, for 2019-nCoV that appears to be unwarranted.

“There’s widespread concern in the general community because it is the fear of the unknown. The virus has already surpassed the death rate of SARS; however, we don’t know if it is going to mutate or how fast it will spread around the world. At the stage, the spread of the virus outside of China appears to be slow, but it still remains a concern.”

According to Dr Whiteley the virus appears to have a relatively slow incubation period, with the time from infection to the sign of disease symptoms currently appearing to be between 4 and 14 days.

“In comparison, the onset of influenza is generally just over two days. This means the way this global pandemic will move will be different from an influenza outbreak, and we might not see the full implications for several months.

“It is also currently winter in the northern hemisphere. What happens typically with influenza is that it sweeps through one part of the globe in the winter and moves to the other part of the globe the next winter. So, we must ask, where will that leave Australia when it comes to our winter in the middle of the year?”

“

PANDEMIC PREPAREDNESS

If you’re going to review your cleaning and hygiene processes, you should be using materials and methods that have been proven to work and that have proven data claims.

The rapid spread of the coronavirus has seen cleaning companies in vulnerable areas enacting Safe Work Plans in response to the pandemic to protect their staff, clients and the wider community who frequent major public spaces.

Bridget Gardner, director of HPC Solutions, says it is critical cleaning companies have pandemic cleaning policies, especially if they manage public facilities and educational facilities, such as airports and universities with high international student populations.

However, she states it’s not just about the cleaning protocols, but also protecting cleaners who are in the frontline.

“Face masks, hand hygiene education and high touch point cleaning protocols should be given to all cleaners,” Gardner says.

With blue-chip clients in transport hubs, student accommodation, universities, hospitals and aged care, Academy Services has enacted a pandemic plan for infection control. Via toolbox meetings, staff have been educated about coronavirus, its causes and its spread. Infection control methods have also been reinforced.

Academy Services CEO James Pollock says the pandemic plan means staff, clients and the public can be assured the company is doing all it can to ensure a safe and clean environment.

“Health and safety is the number one operational priority for the group, and we are taking the recent coronavirus outbreak very seriously.”

Through consultation with key stakeholders including staff, a Safe Work Procedure (SWP) aligned to the best practice methodology set out by WHO and the Australian Department of Health has been enacted by Academy Services to provide high-level infection control and to our staff and our clients that all precautions are being undertaken to ensure their health and safety.

A working group has been established to focus on the issue, monitor the WHO organisation’s recommendations and ensure they are undertaken. Via toolbox meetings, safety alerts and regular communications, staff have been educated about Coronavirus, its causes and its spread, with the need for strict hygienic cleaning protocols reinforced.

The Adelaide-based company has also executed additional communications campaigns with employees to reinforce HSE standards and reviewing their protocols around infection control

”

processes and their crisis management plans in case of further escalations.

“In today’s environment, our clients are looking for effective but responsible strategies,” says Pollock.

Research funded by Whiteley Corporation has shown that once on surfaces, microorganisms can be transmitted to many other surfaces via contaminated hands and fingers.

It is therefore essential, according to Dr Whiteley, that appropriate hand hygiene with an alcohol-based hand rub (approved by the TGA), be used after touching any potentially contaminated surface.

He says thorough cleaning and disinfection is the most important component to prevent the transmission of superbugs.

“Data from the REACH study published last year found there are massive improvements still required in terms of surface disinfection and hand hygiene compliance at healthcare facilities in Australia is certainly an area to be improved “There’s a vast number of cleaning systems and disinfecting processes in place, but as the research found, they’re generally not done properly unless there’s efficient monitoring being conducted, and the same applies for hand hygiene.

“Data published by Professor MaryLouise McLaws last year found when people are being monitored hand hygiene compliance is as high as 80 per cent.

However, when people are not being monitored, hand hygiene compliance is reduced to between 20 and 30 per cent.

These are unacceptable rates.

“During a global pandemic, I would hope all people are following WHO’s five moments of hand hygiene – as they should be doing even without the threat of an outbreak.” www.incleanmag.com.au 41

HEALTH

“

It is critical to protect cleaners who are in the frontline. Face masks, hand hygiene education and high touch point cleaning protocols should be given to all cleaners.

”

INFECTION PREVENTION Pollock says it’s all about the basics when it comes to preventing the spread of infection.

“A basic mistake that cleaners can make is incorrectly applying cleaning techniques. This happens by cleaners using too much cleaning chemicals, for example floor cleaner, or not applying a product, such as disinfectant, for long enough. Alternatively, the incorrect use of cleaning cloths and systems.”

According to Pollock, places of concern are locations where people congregate in large numbers or feature vulnerable communities.

These could be locations such as transport hubs, schools and universities, student accommodation or aged-care residences.

“It is important to note, that in the event of a pandemic or declared outbreak all major facilities follow the advice of the WHO and Department of Health in relation to infection control.”

Infection control tips from BSCAA • Follow written cleaning methods.

• Consider increasing the frequency and/or increasing cleaning of high touch points (i.e. door handles/plates, shared workstations).

• Wear personal protective equipment [PPE] when cleaning surfaces and facilities and training in use of chemicals.

• Cleaning cloths should be changed after each use and cleaned and dried before being used again. Cloths should be changed immediately following the cleaning of blood or body fluid/substance spills.

• Consider single-use cleaning items, where possible.

• Mop heads should be changed and cleaned with disinfectant.

• Routine environmental cleaning should be enough to ensure infectious diseases are less likely to be transmitted i.e. neutral detergent followed by a hospital grade disinfectant. Detergents should not be mixed with other chemicals.

He adds any common-use surfaces such as door handles, bathrooms, kitchens, shared desks or common meeting rooms are considered high touch point areas most at risk.

“The best way to combat infection control is to target these high touchpoint surfaces and ensure they are adequately cleaned, disinfected and sanitised as per the SWP.” The WHO and Department of Health are the lead agencies in the development of the National Framework for Communicable Disease Control that provides up to date information for the purpose of the re-evaluation process of our SWPs and risk management.

Pollock says key factors to consider in the develop of infection prevention and control plans include location and weather conditions; population and high-frequency use of an area; a clearly defined communication strategy which applied to both internal and external stakeholders; consideration of employees and strict adherence to hygiene procedures to avoid any unnecessary risks by thorough cleaning, disinfection and sanitising techniques.

“Finally, it is important as part of emergency management process is that education and competency evaluation is completed as part of an ongoing process. Educating staff does not end with teaching the protocol in an emergency situation.

“Academy Services ensures that through regular inspections and monitoring of identified risk controls along with annual or biannual training opportunities and competency testing for staff.

“Each staff member must demonstrate his or her ability to perform assigned duties routinely as well as whenever tasks, procedures or products change.”

Dr Whiteley advises companies and facilities to use proven and reliable technologies, warning the industry needs to be wary of misleading product claims.

“If you’re going to review your cleaning and hygiene processes, you should be using materials and methods that have been proven to work and that have proven data claims. Best still is using only cleaning and disinfecting products that are registered with the TGA and are entered in the Australian Register of Therapeutic Goods.

“However, at this point there isn’t anyone that has a claim against this novel coronavirus. The best anyone can claim at this point is that their product can be used against other coronaviruses.

“The TGA has made it clear that if you’re going to make a Coronavirus claim you must make it very clear which Coronavirus you’re claiming against. Any false claims will be dealt with swiftly and aggressively by the TGA compliance branch.” *at the time of the print. ■

42 INCLEAN March / April 2020

RESTORATION

The key to accelerated

drying

T

here are more four-andfive-syllable terms in the technical papers on drying rates than I’d care to count — from psychrometry to thermodynamics, and hygroscopicity to sorption isotherms.

The truth is, although these terms and the principles they describe are critical to understanding the drying process on a specific and molecular level, you don’t need to memorise the Academic Press Dictionary of Science and Technology to master accelerated drying.

The principles you need are simple, and you likely already have the gear you need.

The most important thing to understand is there are three things you control that affect drying rates and three stages in the drying process.

Learn to identify the drying stage correctly and adjust your conditions to match, and presto — you’ll maximise the drying rate for the given condition.

THREE STAGES OF THE DRYING PROCESS During the drying process, there are three general stages. Each has a significant difference in both the methods of drying that are most efficient and the way water moves through and exits the material.

There are several ways these stages are described depending on the document or expert you refer to. In simple terms, they are best understood by using the type of water present.

Stage 1: Surface water The first stage in the drying process is the “surface water” phase. Water is present at the surface of the material where your drying resources have direct access and uninhibited impact on the drying process.

44 INCLEAN March / April 2020

By Brandon Burton

It can be identified easily because surfaces are extremely cool and possibly even sensibly damp to the touch, especially in the presence of airflow. During surface water stage, there are several things that are critical to consider: Airmovers are most important in the first stage of the drying process. Water on the surface is not only being evaporated, it is also continuing to absorb into the material. Any delay in removing this water will result in a greater degree of absorption and will increase the time and energy required in the latter phases of drying.

Evaporation rates during the surface water stage will be extremely high. It is important to closely monitor the resulting humidity in the space to ensure conditions are not supporting secondary damage to otherwise unaffected materials.

During this initial stage, the most impactful influence on evaporation is airflow along the wet surface. At no other point in the restoration process will airmovers be more important or influential.

To ensure air movement at the surface is sufficient, use a hygrometer to measure the relative humidity of the air in direct contact with the material being dried, and verify that it is no wetter than the air two to three feet away from the surface. If you observe that the air touching the material has a higher humidity, increase the airflow along that surface.

Stage 2: Free water The drying process transitions to the second stage when surface water has been removed and your target becomes moisture within the pores and spaced within the material. Here, liquid water is contained like the water in a sponge. It can still move and evaporate without tremendous effort, but the rate of overall evaporation will begin to decrease. This is because

your drying efforts are no longer in direct contact with much of the water you are targeting. This challenge increases the further into the stage you progress.

There is typically a noticeable difference in this stage as the humidity in the general area begins to decrease. During this stage, your efforts should continue to focus on airflow; however, the amount of air movement needed will gradually reduce.

Continue to evaluate the humidity immediately in contact with the surface to ensure it is equal to that of the surrounding air. If you observe, at any location, that the humidity is elevated at the surface, increase airflow.

Stage 3: Bound water A dramatic difference is observed as free water nears completion. Humidity in the general space will likely fall sharply, indicating that the overall evaporation rate also is falling sharply. Air movement in this stage becomes much less impactful, and the importance of low humidity and higher energy (temperature) begins to take over as the priority.

To maximise drying rates, it’s critical to make significant changes to your drying approach as you enter this phase. In simple terms, you need to leverage any opportunities to lower the overall humidity and ensure all target materials are as warm as practical.

Reduce air movement in the space to approximately one for each small room or area and one for every 100 to 150 feet in larger areas. This will provide ample circulation, which is all that is needed.

Next, evaluate the complexity and density of the remaining wet materials and assemblies, and focus your drying equipment to add energy to those materials that are the densest and/or comprised of the most layers.

RESTORATION

Consider all sides of the material and add the highest energy air to the areas that are the smallest in volume. For example, direct the warm air from dehumidification to ceiling or wall cavities as opposed to the large open space in the room. This will result in much better heat transfer to the target wall board.

Or, focus energy in a crawlspace as opposed to the living space above — there’s less volume in the crawlspace, and the same energy will result in a much higher temperature gain to the subfloor.

humidity and temperature control devices (e.g., dehumidifiers). Get creative and focus your systems to control smaller air spaces around target materials. They’ll give you much more impact if the air is not diluted into a larger, general space.

Throughout the process, use your hygrometer to understand how well you are placing warm, dry air where it’s needed. Your hygrometer should just be used to measure the air in the middle of the room. Use it on surfaces — that’s where the action is.

SUMMARY

Brandon Burton is VP of Technical Application for Next Gear Solutions, the current ANSI/IICRC Standards Chairman and Principal of the BIEC Consulting firm. He served Legend Brands for more than 25 years in various roles, including as the technical director, and has actively served on the ANSI/IICRC S500 consensus body for multiple terms, the RIA Restoration Council, and in many other industry roles. He can be reached at brandon.burton@nextgearsolutions.com.

This article first appeared in Cleanfax magazine and has been republished with permission. ■

The nature of a water damage restoration project changes as the job progresses. The best drying results will come from a system that adapts in order to respond to those changes. Initially, high velocity along wet surfaces will generate the best return for effort. Use a hygrometer to verify that surfaces are constantly supplied with dry air to keep up with evaporation.

Once liquid water is removed (surface and free), the effort should shift to basic circulation (fewer airmovers) and a more focused use of

“

The nature of a water damage restoration project changes as the job progresses.

The best drying results will come from a system that adapts in order to respond to those changes.

”

FREEDOM TO DO BETTER Nilfisk Liberty SC50 Autonomous Scrubber The Nilfisk Liberty SC50 maps a scrubbing path with maximum efficiency and floor coverage in mere minutes*. Then, cleans consistently and safely time after time, freeing up staff to focus on tasks that leave a lasting impression.

SEE IT IN ACTION - BOOK A DEMO au.nilfisk.com/liberty

*Based on fill-in mode, in tests the Liberty cleans 98-99.5% of floor space, compared with approx. 85% for manual operators and operator-trained autonomous machines using copycat mode.

RESTORATION

Three ways

you’re getting in the way of your company’s tech transformation

Technology is an enabler to the goals of any restoration business.

Here’s a look at its impacts and how to better implement it.

By Garret Gray

46 INCLEAN March / April 2020

A

ll around us, technology is fundamentally changing our daily lives. Even if you feel a resistance to technology, you must admit this is true.

With gig-economy platforms like Airbnb and Uber, the once safe revenue streams of the hospitality and transportation industries have been disrupted by changing consumer preferences.

While these have been led by various innovative thinkers, they’ve all been enabled by the universal adoption of mobile technology.

Led by these shifting consumer (policyholder) expectations, insurance companies have begun to pivot as well.

The ability to give real-time photo updates, geoverified data, and electronic records has become

an expectation placed on any contractor serving the insurance or property management industries.

While this comes as no surprise to anyone, there are still many out there kicking and screaming over the responsibilities that go along with these additional expectations.

Business owners across all sectors of our economy are waking up to the reality that digital and mobile advancements are wholly transforming the ways businesses and consumers consume.

As was discussed in a Forbes* article, a 2018 survey of more than 600 professionals worldwide found that “in terms of the most important commerce-specific development coming in the next 12 months, about two-thirds of respondents viewed improving the customer journey and user experience as the most important initiative in 2019.”

While I’m not sure that two out of every three restorers are reworking their customer journeys considering digital shifts, you should be!

RESTORATION RESISTANCE IN RESTORATION Resistance to technology shows itself in a few different forms for a restoration contractor, ranging from severe to more benign, but even the smallest opposition can have a meaningful impact on the bottom line in the modern world.

best course to take. Why would we be okay with allowing them to decide how best to document it?

By having systems in place and following up on compliance with those standards, you will find out who is truly “on the team” and who is damaging the value of your data asset.

1

3

Viewing “computer stuff” as just another box to check

For anyone who has established a business and experienced success, new requirements and change are often met with skepticism.

As you’re faced with ever-increasing demands for documentation, provided in (or near) real time, it is easy to view this as simply “another hoop we need to jump through.”

This view of evolving technology as a nuisance that needs to be tolerated is the first and probably most dangerous form of resistance.

Throughout my 17 years in the restoration industry, I’ve seen many examples of business owners who, often out of fear, decide that all the “computer stuff” must be handled by a single person or group.

The system becomes a job unto itself instead of a tool to make everyone better and more efficient. This type of reaction is unfortunate for two reasons: First, requiring any process to funnel through a single point of failure will only lead to bottlenecks and mistakes; second, these business owners are missing out on an opportunity to push a culture of accountability and inclusion.

A great way to get more out of your team is to allow everyone to participate. By keeping staff out of the documentation process for fear that they might mess something up, owners end up self-imposing roadblocks to technological transformation.

Success only comes when owners and general managers begin expecting all team members to play their parts when it comes to digitising your restoration company.

2

Not making or prioritising technology plans

Another form of resistance to technology among restoration owners is the tendency to leave technology plans ambiguous or allow individuals, teams, or locations to “do their own thing.” By taking a pass on the strategic decision of collecting data from the field, the team gets confused and the data asset is left incomplete at best or misleading at worst.

Just as a business owner needs to make decisions about how they will bring their brand to market and what sort of training or certifications their team members may need to do certain jobs, owners must make clear the company’s technology standards.

Nobody allows their technicians to start a loss without a drying plan, leaving them to decide the

Expecting your team to use tech but not using it yourself

Ask yourself a question: If you get a call from a property manager out of the blue and they are looking for an update on a job, what do you do?

Do you go to an electronic job file, read the recent notes, view the photos from that day’s site inspection, check the moisture logs for the past couple of days, and let the customer know what you see? Or do you pick up the phone and call someone else to ask what is happening?

In our company, we differentiate these two responses as digital or analog. An analog manager doesn’t bother to go to the digital record themselves. Maybe it’s a matter of not trusting that the digital file is up to date, but I would argue that if you don’t start operating from the real-time data, your team will never take realtime documentation seriously. You’ll find them thinking, “Why bother? Management is just going to call and ask me anyway.”

As the owner, you need to lead your company through these transformations. If technology is going to be a true enabler of efficiency, you have to be a part of that as well.

“

Don’t wait around for someone else to disrupt your comfortable revenue stream – be a technology leader and capture more market share in this opportune, technological inflection point.

”

WHAT CAN YOU DO ABOUT IT? Make a plan, pick a technology platform, include the team, and make your expectations known.

Then go tell your technology story to your referral partners. Make sure that people know you can deliver consistent, quality results, and keep them informed—because you’re 100 per cent digital.

At the end of the day, shifts in technology like the ones that we’re seeing in our industry always create opportunity… for someone.

Let your clients know that you are a partner to them that can enable advanced, customised workflows for them while still being consistent in your service delivery.

Don’t wait around for someone else to disrupt your comfortable revenue stream – be a technology leader and capture more market share in this opportune, technological inflection point. *Evans, Michelle. “5 Stats You Need to Know About the Digital Consumer in 2019.” Forbes. com. Dec. 18, 2018.

Garret Gray is the president and CEO of Next Gear Solutions, which works to reimagine restoration job and business management with products like DASH. www.nextgearsolutions.com.

This article first appeared in Cleanfax magazine and has been republished with permission. ■ www.incleanmag.com.au 47

OPINION

Labour hire licensing schemes: What you need to know

B

usiness is ever changing, growing and developing. It is not only affected, but also impacted, by industry trends, technological and social developments, government legislation, and as we have most recently seen environmental, health and hygiene concerns.

Both state and national legislations and requirements have been progressing forward and have had a direct impact on the industry, from ABN changes to amendments to the Fair Work Act and implementation of the Modern Slavery Act. Not to mention the lending implications that have stemmed from the Banking Royal Commission and what will follow for third parties due to the Royal Commission into Aged Care Quality and Safety.

48 INCLEAN March / April 2020

A big area of change and development over the past three years has been state-based labour hire licensing regimes which have occurred within the states of Queensland, South Australia and Victoria.

However, in relation to South Australia, the state government has announced its intention to amend the existing labour hire laws, following concerns about the scope and application of the licensing scheme in its current form.

The government is seeking to narrow the scope of the scheme to apply to labour hire providers operating within industries where workers are at a greater risk of exploitation due to the low-skilled, labour-intensive nature of the work that they are engaged to undertake.

Cleaning has been highlighted as one of the proposed industries.

OPINION

From a state perspective the most recent development has been that the Australian Capital Territory (ACT) Government has announced that it has introduced legislation into its Assembly for a labour hire licensing scheme.

The first ever labour hire licensing scheme for the ACT will ensure all labour hire providers meet the workplace obligations and responsibilities they have to their workers with penalties to apply to providers if they are in breach of the scheme.

It is anticipated that it will commence in 2021 with a six-month transition period beginning in January 2021 for labour hire providers to apply for a license. There will be a publicly available license register. At present it is not clear which model it will closely follow, nor have the specifics of the scheme be outlined.

As an association we support the aim of these Acts and correlating regulations which is that they protect labour hire workers and support responsible labour hire providers.

ISSA Oceania has been formulating key relationships with government bodies and membership partners throughout this year in order to proactively keep members informed.

As an industry body it is our responsibility to address these developments and concerns to ensure that not only our members, but the industry is up to date.

The development of these schemes have followed media reports along with government and legislative investigations that have uncovered exploitation and mistreatment of labour hire providers across a variety of industries.

you should have applied for a license. If you are a business that uses labour hire services, then you need to be engaging with your providers.

DEFINITIONS

VICTORIA

So, what are some of the key definitions?

A person/ company (provider) provides labour hire services if they have an arrangement where they supply one or more individuals to provide work in or as part of a ‘hosts’ business and they pay the individual for performance of that work.

Each Act may have different exemptions, with the Victorian Labour Hire Act (2018) having a broader scope. However, what is clear is that cleaning companies that feel they do not fit into the scope of a labour hire provider must seek legal advice in order to avoid significant penalties.

A person is a worker where the worker and provider have an arrangement where the provider supplies the worker to a host to perform work and the provider is obliged to pay the worker for the work.

‘Host’/Labour hire user are businesses that engage a labour hire provider to supply them with workers. They face the same potential financial penalties for using an unlicensed provider, that a provider faces for being unlicensed.

If your business is a labour hire provider within the states of Queensland, SA and Victoria

Most recently has been the Victorian Labour Hire Licensing Act 2018 which introduced laws to regulate the operation and use of labour hire services.

The labour hire scheme was established in response to the Victorian Inquiry into the Labour Hire Industry and Insecure Work. The inquiry was asked to investigate insecure work and the abuse of visas that avoid workplace protections and minimum employment standards as well as focus on sham contracting.

It identified widespread abuse and exploitation of labour hire workers within Victoria, across multiple industries.

The Labour Hire Authority (the Authority) is an independent statutory authority responsible for licensing and regulating the provision of labour hire services in Victoria. For more information visit www.labourhireauthority.vic.gov.au Penalties of 800 penalty units (over $120,000) for individuals or 3200 penalty units (over $500,000) for corporations.

QUEENSLAND The QLD Government released the Labour Hire Licensing Act 2017 (QLD). The Act formulated a mandatory labour hire licensing scheme which commenced on the 16th April 2018. All labour hire providers operating in the state of QLD, including those based interstates and overseas who supply workers to the state of QLD must hold a license. However there are exemptions and for further information companies should visit www.labourhire.qld.gov.au or seek legal guidance.

In QLD the Labour Hire Licensing Compliance Unit (LHLCU) is responsible for regulating and ensuring compliance with the licensing scheme. Penalties include 1034 penalty units (over $137,000) for individuals or three years imprisonment for individuals or 3000 penalty units for corporations (over $390,000).

“

The first ever labour hire licensing scheme for the ACT will ensure all labour hire providers meet the workplace obligations and responsibilities they have to their workers.

”

SOUTH AUSTRALIA South Australia also introduced the Labour Hire Licensing Act 2017 (SA). From the 1st November 2019 labour hire providers had to be licensed or applied for a license and users must not engage unlicensed labour providers (where relevant) in the state of South Australia. However, there are exemptions and for further information companies should visit www.sa.gov.au/topics/ business-and-trade/licensing/labour-hire-licence or seek legal guidance. Penalties do apply.

Lauren Micallef is ISSA Oceania manager. ■ www.incleanmag.com.au 49

OPINION

BSCAA and WeComply make compliance easy

By Kim Puxty

S

taying abreast of your business compliance responsibilities is essential for maintaining good business health. However, it can be a little tricky, especially if you’re the one doing all the leg work of keeping up to date with the latest information on laws, regulations and so forth.

That’s why at the BSCAA we’ve teamed up with WeComply. This online service makes it easy for all of us to ensure we’re at the top of our game compliance wise.

And better still, WeComply is a free service for all BSCAA members.

COMPLIANCE – THE HEART OF GOOD CORPORATE GOVERNANCE For anyone who has been in business for a while, the intricacies of compliance are probably nothing new. But just to be clear, when we’re talking about compliance, we’re talking about knowing and complying with the laws and regulations that impact on your business, including those affecting your staff, contractors, your customers and the community in general.

This includes keeping up to date with laws and regulations relating to safety, quality and environmental standards that are essential for good corporate governance – and ensuring we’re not falling foul of practices that could put our businesses and our very reputations at risk.

To keep on top of your compliance obligations you need two things. First up, you need a designated compliance officer – a person or role with responsibility for keeping up to date with changes to the law, regulations and Australian standards.

Secondly, your designated compliance officer needs the knowledge and tools to keep track of changes in the compliance landscape, so that they can then advise 50 INCLEAN March / April 2020

management on how those changes affect the business and what needs to be done to remain compliant. That’s where the WeComply online portal comes in.

INTRODUCING WECOMPLY FOR BSCAA MEMBERS WeComply provides all the essential compliance information for your business with practical working examples that help make meeting your compliance obligations easy.

The WeComply portal is your go-to source for compliance information relating to safety, environment and quality legislation, and Australian standards, with a particular

“

Staying abreast of your business compliance responsibilities is essential for maintaining good business health.

”

emphasis on those relevant to BSCAA members. The portal also has the latest information on important topics, such as new privacy laws and data security guidance.

The online portal is also home to a full suite of work method statements, risk assessments, HR and workplace health and safety policies and procedure document templates that you can personalise to suit your business.

You’ll also find handy scenarios to help you better understand the relevant laws, regulations and standards and the impact non-compliance can have on a business.

WeComply provides regular updates when legislation and Australian and IOS standards change and new information

becomes available. It’s all about ensuring that BSCAA members are always meeting best practice standards.

GET WECOMPLY WORKING FOR YOU All BSCAA members have free access to the WeComply portal. As a member you will have been provided with login details for use by your organisation.

When you log on, you’ll notice the default landing page is the Current News tab. As the name suggests, here you’ll find the latest information on changes to safety, quality and environment legislation, both national and state based, as well as any other legislative changes that might impact BSCAA members, such as data security or human resources changes.

The Document Center tab is where you’ll find a complete library of compliance documentation that you can download and personalise with your company’s branding or as you choose. The portal keeps a track of the documents you’ve downloaded so that you can access them easily later.

Under the Filing Cabinet tab is where you’ll find a host of information, including risk assessments, work methods, information regarding business and planning, service delivery, risk management, audits and inspections, human and physical resources, as well as complete safety, quality, environment and ISO/AS standards and reference materials, all easily accessible as you need them.

Naturally, this is only a very quick overview of what you’ll find on the portal.

Take a look for yourself and see how much simpler WeComply can make meeting your organisation’s compliance obligations. If you are having trouble logging in, contact us via the BSCAA website, bscaa.com.

Kim Puxty is national president of the Building Service Contractors Association of Australia (BSCAA). ■

Smarter World More ethical, sustainable built environments Explore modern, smart spaces and discover how Melbourne Convention & Exhibition Centre

Co-located with

T H G I N I

S

E U T U C

L

O W

R

L

D

R

C U D R P

O

E L P O E P

S

P

A

C

E

S

T

S

S

2 7 –29 OC TOBER 2020

In partnership with

to create your own smarter FM landscape at Australia’s leading event for facilities management.

REGISTER NOW totalfacilities.com.au

OPINION

How environmental cleaning and hygiene reduces infection Environmental cleaning is one of the most effective ways to maintain a safe and hygienic workplace in a healthcare setting, writes Christiaane Davis.

I

n hospitals and clinics, there is huge potential for contamination and the spread of illness due to how many patients pass through their doors every day – in fact, approximately one in 101 patients who enter a hospital will contract a Healthcare Associated Infection (HAI) during their stay.

Surfaces in common or high-traffic areas, like doorknobs, handles, and equipment, pose a particularly elevated risk when it comes to transmitting pathogens between patients, staff, and visitors.

Different types of bacteria can survive outside the body for varying lengths of time. As a rule of thumb, cold and flu viruses located on surfaces are infectious for 24 to 48 hours2 after being deposited – and in a healthcare environment, that can be equivalent to hundreds if not thousands of people being exposed to said bacteria during that time frame.

Factors that affect how long people can pick up the virus include how much of it was left on the surface, and the amount of humidity present in the surrounding environment (bacteria thrive in warm, humid areas).

Developing an effective environmental cleaning and hygiene approach will help you keep surfaces and common areas free of dangerous bacteria and reduce the spread of infection in the process. It’s also important to perform these cleaning and sanitising routines consistently and thoroughly for best results.

52 INCLEAN March / April 2020

ESTABLISHING PRIORITIES To begin, it’s helpful to identify which surfaces and areas are most at risk of transmitting illnesses and bacteria between patients, staff, and others. Ask yourself the following questions to begin sorting different items and areas into high- and low-priority categories:

1. Is the surface high-touch (frequently comes into contact with people) or low-touch (rarely comes into contact with people)?

• High-touch surfaces, like patient-facing equipment, doorknobs, and washroom fixtures, will need to be disinfected more frequently due to an elevated risk of deposit and infection

2. What goes on inside the room in question, i.e. exam room versus meeting room • Areas where patients are treated, waiting rooms, and reception areas will need to get more attention than rooms that receive less footfall

3. How vulnerable are the patients that occupy the space in question?

• Understandably, patients with compromised immune systems, elderly patients, and infants – among other higher-risk individuals – will need to have their environments cleaned at a higher-than-average rate By answering these questions, you will be able to create a cleaning approach and schedule that prioritises areas at the highest risk of spreading infection.

OPINION BEST PRACTICES FOR SPECIFIC PATHOGENS Not all bacteria and viruses are created equal; some require a specific sanitiser or disinfectant to be neutralized successfully. Here are a few pathogens commonly found in a hospital or clinic environment, and the best environmental cleaning agents to stop them from spreading.

• Norovirus: commonly known as “the flu,” many common disinfectants are ineffective against norovirus. Instead, a simple mixture of bleach and water (5 to 25 tablespoons of household bleach per 3.78 litres of water) is recommended.

• C. difficile: this pathogen cannot be killed using an alcohol solution. The use of soap and water is recommended (especially when it comes to washing hands, as this bacteria is spread via faeces particles), but a sporicidal agent is best.

• Staphylococcus aureus: this antibiotic-resistant pathogen, commonly known as “staph,” can survive on an external surface for weeks.

Staph is best dealt with using a disinfectant or cleaning agent specifically formulated to kill this prolific bacteria.

TYPES OF ENVIRONMENTAL CLEANING Maintaining a clean and hygienic environment is an effort that must be tackled from all angles.

From patient-facing equipment to the main cafeteria, it’s important to be aware of the factors and activities that require specific attention.

Employees or cleaning staff dealing with any of the following situations should wear gloves and/or masks if necessary, to further prevent the spread of pathogens, bacteria, and infections. Hands should also be washed after handling anything that may be associated with an infection risk.

contained, with a chlorine-based disinfectant being used as a final step on top of standard cleaning methods.

3. Laundry and linen All laundry that is collected from patients’ rooms must be treated with the same level of care, regardless of whether they have a known infection; as a rule of thumb, all used linens are contaminated for safety purposes. Heavily soiled sheets or gowns must be placed in a leak-proof bag prior to transport, while all other items must be dropped off in the appropriate area as-is.

4. Kitchen and cafeteria Many health care facilities have reusable plates and utensils in their cafeterias, and it is essential to properly disinfect these items after each use. When using a dishwasher, follow the manufacturer’s instructions for proper sanitising methods. In a three-compartment sink, the recommended approach is to wash with detergent, rinse with clean detergent, then disinfect using hot water or chlorine.

Asking the right questions and understanding the best environmental cleaning approaches for your situation are the bedrock of a hygienic environment. Given how quickly disease can spread through a hospital or clinic, it is everyone’s responsibility to contribute to the fight against infection.

“

Developing an effective environmental cleaning and hygiene approach will help you keep surfaces and common areas free of dangerous bacteria and reduce the spread of infection in the process.

”

1. Medical equipment Many of the items and equipment in exam rooms are used on multiple patients a day, so it is essential to make sure they are cleaned between uses. Blood pressure cuffs, stethoscopes, oximeters, and more must be sanitized or disinfected according to the manufacturer’s guidelines, but also the national and local infection control standards. It is your responsibility to remain fully up to date on these regulations to limit the spread of infection via commonly used items.

2. Spills In a healthcare facility, spills are a fact of life, and those that contain blood or bodily fluids are especially dangerous to other people.

Smaller spills in patient areas can be wiped up immediately then treated using the appropriate sanitiser(s), while larger ones should be

Christiaane Davis is senior marketing manager - CCS APAC 1 https://academic.oup.com/bjaed/article/5/1/14/339870 2 https://www.health.com/condition/cold-flu-sinus/flu-virus-live-on-surfaces ■ www.incleanmag.com.au 53

OPINION

Why customer loyalty is only achieved by raising your customer service standards

H

ave you ever noticed a billboard with a ‘100% satisfaction guarantee’? How about ‘our customers are completely satisfied with our products/service’? There’s a significant flaw in these headlines that are commonly used. It’s an assurance you’ll get what you expected and what you paid for. Building customer loyalty upon a fragile belief is very risky and often can only be supported by reducing prices.

THE MYTH Number one companies see customer satisfaction as the starting point, while their competition see it as the goal. The game of customer loyalty is both won and lost right at the starting line. For most sales and marketing executives, they aren’t aware of the myth that achieving customer satisfaction will only deliver the best average and keep them irrelevant.

To stand out above the constant disruption of media and marketing channels that are always fighting for your attention, requires a unique and individual strategy, one that can’t easily be replicated. For a company to define a unique point of difference, it must engage directly with its market to discover the heart connections that make them highly relevant. If you’re not relevant, you’re not remarkable, and if you’re not remarkable, you’re not memorable.

THE KEY Companies spend a fortune trying to be memorable, yet rarely will their strategy outlast the next one-trick pony that outwits their game plan. Knowing how to design and deliver a service standard that goes predictably beyond satisfaction is the most effective and most memorable.

The key is knowing what your market appreciates about doing business with you.

54 INCLEAN March / April 2020

When you understand this distinction, you have a very powerful resource that enables you to stay ahead of the game.

Appreciation is a heart connection with your market and defines the human engagement that creates unshakable loyalty. When a company can inspire its team to deliver predictable service standards that go beyond their competition, they enter the realm of unshakable loyalty. Unshakable loyalty is the objective most companies are in the constant pursuit of, yet rarely achieve.

It’s the holy grail of predictable revenue, where customer retention and wallet share are firmly on the balance sheet.

“

The game of customer loyalty is both won and lost right at the starting line.

”

LOYALTY = SECURITY With the downturn in the economy, customer loyalty is the one factor a company can take charge of. Getting into a price war rarely has any winners, rather than battling on price, smart companies battle on service. The ability to use service excellence as a winning strategy will deliver long-lasting benefits, and everyone wins from the process. The challenge is knowing what clearly defines excellence from the independent market perspective of the customer.

A common approach to drive revenue is to invest in customer acquisition. Most companies look to increase their marketing budgets and often it’s a price-driven strategy with customer satisfaction the reward.

By Darrell Hardidge Few companies invest in defined customer retention strategies, where they first look to protect the existing customer relationships to shore up revenue. Most business managers know the view that it’s at least six times more expensive to sell to a new customer than it is to sell to an existing one.

Yet very few can demonstrate how they can predictably generate revenue from their existing customer base. Most struggle with the ability to even connect with their market due to very poor CRM data. If you cannot communicate with your most valuable asset, you will have to keep buying them back and lose margin.

BECOME UNSHAKABLE Unshakable loyalty is the result of achieving customer appreciation.

Customer appreciation is the result of knowing how to go beyond the expectations of your market.

Going beyond the expectations of your market is the result of knowing what they value. Knowing what they value is the result of a very specific process that must understand your emotional connection.

To understand your emotional connection, you must engage in real-time conversations. At no point can this ever be the internal beliefs of the company. It must be from carefully crafted customer feedback, and this cannot be achieved by blasting people with emails for feedback.

Whenever you think about customer loyalty, ensure you remove the concept of satisfaction. Unshakable customer loyalty is only achieved from their appreciation of your customer service standards, and they must be designed to achieve a 10/10 experience score.

Darrell Hardidge is a customer experience strategy expert and CEO of customer research company Saguity. ■

SAVE THE DATE

AUG 26-27 FREE TO ATTEND

NETWORK

LEARN

GROW

23 – 24 OCTOBER 2019

MELBOURNE

issacleaninghygieneexpo.com 1300 789 845 info@interpoint.com.au Owned by

Media Partner

Co-locator

OPINION

The MarketPlace Leichhardt waste journey

By John Ainsley

T

he journey into waste management systems and waste streams is a place where not many people want to venture, but at MarketPlace Leichhardt, we took on the challenge of the waste journey and the results were better than we could have imagined.

To understand how to manage the multiple waste streams a retail centre can produce, we need to understand the systems that are available, and not just in Australia.

We need to look globally to understand how other countries are managing their waste streams. When I first began this journey, I looked to Singapore on how an island nation manages waste and the data was astounding.

How does an island nation manage their waste? They build an island from the waste and then develop a recycling plant on the island.

I needed to look further than just recycling. I began to follow the World Economic Forum on LinkedIn and came across a story about how Korea has recycled 95 per cent of its food waste and this is where I came up with an idea for MarketPlace.

The first stage of the process was to reduce our landfill diversion rate from 31.5

tonne per month. The best way to do this is remove food waste from landfill/general waste, we installed two Pulp Master systems.

We initially installed two Pulp Masters to reduce the food waste and recycle the waste into green energy and organic fertiliser, in the 8 months of recycling food waste we have seen remarkable results as shown in the table below: The next step in our journey was to find a waste system that would help reduce our landfill diversion rate even further.

We came across a Melbourne-based engineering company which designs and manufactures waste equipment.

We were looking for a system that could weigh a tenant’s waste each time they disposed of it. In a first for any retail centre in Australia, we had two unique weight-based waste systems installed.

Food Organics Cumulative recycled (kg’s)

May-19

0

Jun-19

4,212

Jul-19

Each tenant weighs their waste when they dispose of it and the systems provides a monthly report on the overall weight of the general waste and charges the tenants for waste disposal at the standard tonnage rate, this is then removed from their outgoings.

The Smart Weigh system encourages tenants to separate their waste stream, which means less waste is going into landfill.

We had anticipated a 20 per cent reduction in the landfill diversion rate.

In our first month we achieved a 45 per cent reduction. We are now seeing landfill diversion rates in the low to mid 70s.

In eight months, the team at MarketPlace, along with the tenants, has managed to reduce the volume of waste going to landfill from 31.5 tonne to an average of 8 tonne.

This is an incredible result and the journey through waste management has opened our eyes to options and systems from around the globe.

Our results may be small in comparison to other global organisations, but it is a step in the right direction and step we all need to take if we are to make a difference.

John Ainsley is operations manager for JLL at MarketPlace Leichhardt. ■

Potential Green Energy (kJ)

Potential Homes powered for a month

CO2 reduction (kg’s)

Greenhouse gas savings Co2 equivalent (kg’s)

Plastic bag diversion

0

0

0

0

0

4,212

36,025,236

15

8,936

12,727

703

5,894

10,106

50,411,382

21

12,505

17,809

984

Aug-19

8,460

18,566

72,358,380

30

17,949

25,563

1,413

Sep-19

11,465

30,031

98,060,145

41

24,324

34,643

1,915

Oct-19

9,604

39,635

82,143,012

34

20,360

29,004

1,603

Nov-19

9,280

48,915

79,371,840

33

19,674

28,026

1,549

Dec-19

11,710

60,625

100,155,630

42

24,825

35,364

1,954

Jan-20

13,691

74,316

117,099,123

49

29,025

41,347

2,285

56 INCLEAN March / April 2020

OPINION

Tackling modern slavery as an organisation

W

GECA’s Jessica Mutton examines how to practically manage human rights across your supply chains.

58 INCLEAN March / April 2020

hat do you do if you are new to understanding modern slavery and your legislative reporting requirements? Or what if you suspect modern slavery violations in your workplace? Let’s look at how you can practically manage human rights across your supply chains.

Nothing is truly sustainable if it only looks at the impacts on the environment and ignores the treatment of people. The United Nations (UN), for instance, recognises the broad areas it covers under its Sustainable Development Goals (SDGs).

These goals aim to encourage all countries to address global challenges impacting progress towards sustainable development - including poverty, inequality, climate change, waste, environmental degradation, and modern slavery.

Modern slavery is a term used to cover a range of exploitative practices, including slavery, human trafficking, child labour, forced labour, and slavery-like practices.

Unfortunately, it is more common in Australia that one would like to think it is. The Global Slavery Index states that forced labour cases in Australia often occur in services like cleaning, among several other industries.

As a step in the right direction, Australia introduced the Modern Slavery Act 2018, following in the footsteps of the United Kingdom.

The legislation means businesses with revenue more than $100 million must report on and mitigate the risks of modern slavery in their operations and across supply chains.

This reporting criterion is mandatory.

Companies whose revenue is less than $100 million currently have the option to report voluntarily.

So, what can you do as an organisation to start tackling modern slavery in your operations and across your supply chains?

Understanding how various roles in your organisation can assist in the identification of modern slavery is a good start. A human resources manager, for example, will

OPINION understand working conditions, pay, and the number of hours a person has worked.

Procurement teams will have access and understanding to supply chain management and processes.

However, no one role can do it all. There must be ownership across the entire organisation rather than relying on a specific department, such as human resources, to do all the work.

Each member has a part to play, and it is everyone’s responsibility to recognise the telltale signs. So get informed! Gather your team, contractors, suppliers, and stakeholders across your supply chains together to learn about all the ways to take appropriate action to mitigate modern slavery risk.

Thankfully there are a ton of organisations, resources, and training available in Australia to assist you.

The Australian Government released a guidance document for reporting entities under the modern slavery legislation. The resource demonstrates how to explain your actions to address and assess risks in your organisations and supply chains. Visit https:// www.homeaffairs.gov.au/criminal-justice/files/ modern-slavery-reporting-entities.pdf A fantastic organisation is Freedom Hub. Freedom Hub is providing Modern Slavery Act compliance training for all business enterprises, large and small.

They can help with training your organisation on how to research and map your supply chains, begin writing your modern slavery statement for your website, mobilise your team, and more.

Plus, when you engage in their training and visit their café, you will assist in funding the

administration of their Survivor School that provides long term support for people affected by modern slavery. Visit https://thefreedomhub.org/.

Another great organisation is The Supply Chain Sustainability School, a not-for-profit initiative that aims to create more sustainable supply chains for the property, construction and infrastructure industries in Australia. They’ve developed a wealth of resources from online modules, guidelines, and presentations. Visit https://www.supplychainschool.org.au.

To support the eradication of modern slavery, our team at GECA is now implementing the legislative requirements into our standards (including our Cleaning Services and Cleaning Products standards), continuing our holistic approach to sustainability.

Therefore, when buying GECA certified, procurement teams and consumers can be confident they are purchasing products or services that are contributing to or working towards, human rights law and the United Nations SDGs. GECA can also assist your business with advisory, consultancy and training services – and we are partnering with our stakeholders to ensure all client needs are met to tackle this issue. Please get in contact with us for more information.

Now is a crucial time to review your business operations and supply chains and join the fight against modern slavery. By adopting and implementing sustainability goals into your organisation, you will be generating value for you, our planet, and the people on it.

“

Now is a crucial time to review your business operations and supply chains and join the fight against modern slavery.

”

Jessica Mutton is business development and project manager at GECA. ■

www.incleanmag.com.au 59

OPINION

Cleaning Well: How to prevent health risks from biological hazards while cleaning In a new five-part masterclass series, Bridget Gardner examines the key area of health and wellbeing, for building users and cleaners.

2

020 has certainly started off dramatically, with unprecedented bushfires in Australia, and the Coronavirus epidemic in China. While industry and government are busy calculating the financial fallout of these disasters, the human and environmental toll is uncalculatable.

On a personal note, it was devastating watching images of burnt koalas, 70metre flames and smoke-filled cities, and worrying about friends and family members in the firing line.

It brought home to me why I am so passionate about sustainable cleaning practices – it’s because I understand how reliant we are on having a healthy environment and global economy. What happens in our atmosphere, air, forests and oceans, or over in other countries such as China, affects the health of us all.

So, this year I have decided to write a five-part masterclass series called Cleaning Well. Each article will focus on a key area of health and wellbeing, for building users and cleaners.

The first two articles focus on biological hazards, followed by indoor air quality, chemical hazards, and workplace injuries.

I hope you find them valuable.

WHAT ARE BIOLOGICAL HAZARDS? Biological hazards, or biohazards, are organic substances that pose a risk to our health. In buildings we have bacteria and viruses (microbes), mould and fungi. This first article focuses on microbes.

On every surface there is a layer of organic matter, such as skin cells in dust, soil, food and body fluids, creating an environment (called a reservoir) for microbes to live in. Only a few of the billions of microbes living on public surfaces can make us sick. These are called pathogens, meaning a disease60 INCLEAN March / April 2020

causing organism, or more commonly referred to as “germs”.

In 2017, absenteeism cost the Australian economy an estimated $33 billion, with the flu responsible for an estimated $90.4 million of that.

Cleaning surfaces effectively to remove germs and their reservoirs is an important part of flu prevention because cold and flu viruses can live up to 24 hours on a surface.

The Journal of Hospital Infection recently reported the human coronaviruses can remain infectious on inanimate surfaces at room temperature for up to 9 days.1 Ever since Florence Nightingale observed the link between infections and contamination, a core aim of cleaning has been to keep us healthy. For decades now, the cleaning industry has bought and sold disinfectants, and more lately, colourcoded tools and hand sanitisers, in the fight against germs.

While buying disinfectants and sanitisers may offer a quick solution (pun intended), we can’t neglect the cleaning technique, or the cleaning technicians, because they are a vital part of cleaning well.

PROTECT YOUR CLEANERS The interesting thing about biological hazards, is cleaning can both remove and cause them. Cleaners have a far greater level of exposure to biological hazards than the average person in the building.

They are literally on the frontline, cleaning contaminated surfaces, breathing in atomised toilet mists and handling contaminated paper towel waste and rubbish. And they do this for several hours, night after night.

The three most important ways to protect your cleaner’s health are: • Hand hygiene: Educate cleaner to wash their hands (and hands inside gloves) after handling chemicals, cleaning washrooms, removing gloves, using the

bathroom or smoking, and before eating.

Alcohol gel can kill germs on clean hands, but shouldn’t take the place of hand washing to remove contamination.

• Respiratory masks: Provide valved respiratory masks to prevent cleaners from inhaling aerosols and droplets released when they clean and flush toilets.

• Isolation: Encourage cleaners to stay home when they are sick, or at least to work away from others if they are well enough but still infectious.

PROTECT BUILDING OCCUPANTS FIVE WAYS When I develop cleaning operation manuals for cleaning companies through our HPC Solutions programs, I use our risk-based framework to help them to plan and implement safe, sustainable and hygienic cleaning practices. I’m sharing five hygienic cleaning strategies from this program here to get you started:

1. Prioritise high touch points Identify the surfaces that are frequently touched by multiple hands, and at risk of contaminating hands or food. These are called High Touch Points (HTPs). In a commercial setting, I recommend you select four or five of the most critical HTPs per room type, then teach cleaners to prioritise them by cleaning first with clean cloths.

2. Use effective cleaning methods Make sure your cleaning agents are freshly diluted and able to remove soil effectively from the surface. Unfortunately, there isn’t an Australian Standard for validating cleaning effectiveness. But you can test the capacity of your cleaning products and tools quite simply, by cleaning butter or coffee from a glass surface, or more scientifically, with UV fluoro markers or ATP2 testing devices.

OPINION

No matter how effective cleaning cloths are when they’re new, they can’t clean when dirty. Teach your cleaners how to fold them into four and clean with a clean side, and supply and carry multiple cloths to allow for frequent replacement.

If this is too logistically challenging for commercial facilities, teach staff to wash cloths thoroughly in warm water and detergent after each room at a minimum, and have contingencies in place to increase cloth quotas in flu season.

If a disinfectant is required, ensure it is a TGO 104 approved Hospital Grade disinfectant3, and used correctly.

3. Prevent cross-contamination Colour-coding should prevent the same cloth used in a washroom, from being used in a kitchen.

But what about the toilet seat to the basin?

We advocate two colours for washrooms. The carrying system is also critical. It should separate each colour and prevent soiled cloths (and toilet brushes!) from contaminating clean cloths.

And the most contaminated objects of all?

Cleaning bottles! Constantly touched by soiled hands and cloths but rarely, if ever, cleaned.

Make this a daily task.

4. Maintain cleaning supplies A system to launder cleaning cloths and mops between shifts is a critical part of your hygienic cleaning program. Damp, dirty cloths left draped over janitor carts, or mops left in the bottom of mop buckets, create super germ reservoirs and are incredibly unhealthy.

If washing machines and dryers are not feasible, then supply a washing bucket and drying rack as a minimum or take cloths off site to launder. Disposable wipes offer a more hygienic solution but create waste and may not be capable of removing heavy soil loads.

References

5. Measure cleaning performance

2 ATP: Adenosine Triphosphate is a protein molecule found in all living matter. ATP testing devices read the level of ATP on a surface.

It is essential that you measure the performance of your cleaning program. There are several ways to do this, for example: a) Audit cleaners’ rooms and cleaners in action, to ensure your validated and risk-prevention cleaning practices (steps 1 – 4) are being carried out correctly. b) Use UV Fluoro marking on HTPs to check they have been cleaned c) Use ATP devices on HTPs to measure the cleanliness level. d) Ask your client to track rates of occupant absenteeism over a year, before and after implementing your cleaning hygiene program, and do the same for your own staff.

Remember that surface hygiene in a commercial facility is not trying to keep surfaces sterile. Cleaners can’t be there to wipe every surface, every time they’ve been touched.

Cleaning well protect people’s health by preventing germs from spreading and growing, by effectively removing the reservoirs they need to survive.

1 Persistence of coronaviruses on inanimate surfaces and their inactivation with biocidal agents, G. Kamp et al, www.journalofhospitalinfection. com/article/S01956701(20)30046-3/fulltext

3 TGO 104: Therapeutic Goods Order 104 for testing disinfectants and sterilants.

Bridget Gardner is director of High-Performance Cleaning Solutions (previously Fresh Green Clean). To contact the author, visit: www.hpcsolutions.com.au ■

www.incleanmag.com.au 61

OPINION

Safety training improvement An effective safety training approach can act to reduce incidents and set the scene for welldeveloped consultation and communications systems at work, writes Dr Denis Boulais.

T “

In the cleaning industry, competencybased training is just as vital as the cleaner’s opinion on how effective the training was delivered.

Organisations need to evaluate training processes to identify areas for improvement.

”

62 INCLEAN March / April 2020

raining is the cornerstone of the risk management process as research has shown that participants are likely to remember 10 per cent of what they hear, 51 per cent of what they see and hear, and 92 per cent of what they see hear and become involved in.

It’s for this reason I am of the opinion competency-based training is very important as it is integral to explain what needs to be done, demonstrate what needs to be done, and finally observe the activity being correctly done and provide feedback whilst documenting the training.

A strong safety program should be in place to drive safety culture in the workplace. An effective safety training approach can act to reduce incidents, illnesses and set the scene for well-developed consultation and communications systems at work. It is important organisations evaluate training to identify where improvements can be made.

Employee induction is a very important foundation in safety. Such training should occur prior to works and if focused on a competencybased platform then risk will likely be reduced going forward.

Whilst general induction ideally covers company policy and procedure documentation, a site-specific induction should follow. A site-specific induction allows employees to understand the health and safety requirements of their work areas. A site-specific induction may

include the whereabouts of fire and emergency equipment, personal protective equipment, and local hazards and controls.

Some companies produce periodic safety bulletins covering different areas of safety in addition to various topics cleaners need to know about.

These bulletins are distributed to all cleaners and managers and over time collect to form a library of relevant information. These bulletins then become agenda items for site specific induction in addition to site specific toolbox meetings.

Contract managers of course facilitate the training on site. As such, it is important that their safety training is regular, relevant and current. Many companies engage the services of online training courses for managers so they can upskill in various areas of safety and human resources and do so at their own pace.

Wherever possible it is important that subcontractors receive safety bulletins also, and where relevant that subcontractors are involved in general and/or site-specific training. It is important that contractors receive the relevant training before commencing works and this training is well documented.

Training needs assessments are very important as they detail the training needs of all those in the organisation. Surveys, inspections, and risk assessments can highlight trends that may lead to identifying additional training needs and improving the scope of training courses.

OPINION Documented training should ideally be recorded on assessment paperwork.

Such assessment will act to determine if training needs are met and where one should consider ceiling and floor effects in training assessment and training programs should ideally be trialled prior to roll out.

A ceiling effect may indicate that the assessment is too easy. For example, an assessment where a score out of 30 can be attained and everyone scores 30/30. A floor effect is when the majority people score a poor grade out of 30. A trial (or pilot) of the training course is important in ensuring the training is adequate for the cleaning industry.

It is vital all training is well documented to support the training process and ensure it is fully completed from start to finish.

It is important that training needs assessments, plans and schedules are completed, and attendance records are kept.

It is important that training is evaluated to identify areas for improvement.

Such strategies can include competencybased group demonstrations, supervisor observations, training assessment methods and employee feedback surveys.

Employee feedback surveys should aim to discover opinions and perceptions of cleaners in particular their opinion on methods of training delivery.

In the cleaning industry, competencybased training is just as vital as the cleaner’s opinion on how effective the training was delivered. Ultimately, organisations need to evaluate training processes to identify areas for improvement.

One of the most effective strategies a trainer can use to improve their training is to select appropriate stories for inclusion in the training.

Stories grab the attention of trainees and make them more alert noting that people tend to remember stories. The literature notes that stories are a powerful training technique because they: • Create an environment of trust • Empower the speaker • Engage thinking

• Create a personal bond between listeners • Provide a way to learn from experience A common technique speaker’s use in safety training and during presentations is telling a story about a tragic safety related incident.

People tend to remember these stories because they make an emotional connection and management and participants are then more likely to implement long term and lasting changes.

Where well executed then these training objectives can become part of the safety culture and fabric of the organisation.

As such, where implemented with an integrated management systems approach then such a positive training strategy can become ingrained and self-sustaining within organisational culture.

On a final note, organisations that establish and implement an effective safety training system will benefit from consistent benefits and continuous improvement.

Dr Denis Boulais is national risk manager at Broadlex Services. ■

small in size - BIG ON CLEAN

SEBO XP10

MULTI FLOOR CLEANING Designed for:

Aged Care Hospital Hotel Rooms Features:

Compact size

Operator friendly Flat-to-floor clean Onboard accessories Easy trolley storage Service friendly

12”

Enquiries Phone: +61 (0)2 9678 9577 www.sebo.com.au | info@sebo.com.au

www.incleanmag.com.au 63

OPINION

Building a team of

superstars

By Martin Callan

E

veryone who runs a business says the hardest thing about growing is building a team. I disagree. I think anyone can build a team.

What is hard, is building a good team, and harder still, a team of superstars!

Very few owners would say they have superstars, despite all business owners we work with wanting one. So why isn’t it happening? What helps a team pull together and deliver according to McKinsey, the 1.9X performance of a top team*.

Let’s look at some ideas to help close the gap.

SELECTION CRITERIA Being able to state what great performance looks like is a big first step. It also lets’ you write job ads to attract the right talent, set expectations for the successful candidate and allows you to be clear in interviews about what you are looking for.

64 INCLEAN March / April 2020

Once they start in the role you can also remove any poor assumptions from prior experiences. Providing clarity about what a successful team member does and does not do sets your team up for success with objective performance criteria.

The next time you do an onboarding you simply ask the employee to watch the videos, then confirm they have done so and you can reduce the time spent one-onone for your most valuable people.

COMPREHENSIVE ONBOARDING

Delivering training digitally also provides a record of who has been instructed for each area of training. Good for the team to ensure nothing gets missed, and good for the business to verify it was completed.

A great technique we are seeing more of is micro-training where targeted video of specific actions is attached to specific activities.

Again, a good mobile operations tool will allow you to attach training or coaching videos to certain activities f or safety, quality or efficiency to ensure staff are reminded exactly how to do an activity well.

Onboarding new staff takes time, and typically from your most valuable team members (especially you, if you are the senior manager). Perhaps the biggest waste of time we see is that this onboarding is done repeatedly for each new team member.

Using video is a great way to eliminate this double handling and reduce this time suck in your business. Simply record some training talks you give to new employees on general training and then record common tasks that most employees need to do. Then upload them into an operations tool.

TRAINING COMPLIANCE

OPINION

REGULAR AND CONSTRUCTIVE FEEDBACK If you have coached a team you will know that you are giving constant, constructive feedback. You are clear about what great performance looks like, your team should be clear, and you have shared goals.

If you put these in place you can then use accurate compliance monitoring of duties completed, client feedback and remedial work to ensure your team are constantly learning.

Involving client feedback is also a great way to keep issues small and direct your team to make the changes that meet the client’s expectations.

And just like the coach on the sidelines, it is lots of micro-feedback that is on point and in the moment that directs the team to make the adjustments to go from great to superstars.

MAKE IT TWO-WAY AND WHOLE TEAM Inviting the team to help shape onboarding, training and processes is essential. As team members step up to ‘own’ their work, it empowers good staff to be involved in creating the procedures based on their experiences.

By having a shared vision of success and benchmarks you can readily measure if changes lead to improvements in quality, safety, time or costs.

Where issues are persistent on a site or task the team can be a brilliant source of innovation.

Consider asking them to suggest improvements.

The more we can have the team empowered and responsible for continuous improvement, the more we can rely on them to adhere to their own work practices in the field.

As in any business practice, being able to make it very clear what you need is critical to aligning your team around your desired outcome.

This does take time to shape and share, but is time well spent. And having a tool to capture coaching, training, induction and compliance is essential to provide ongoing feedback to create superstars from the people in your team. * https://www.mckinsey.com/business-functions/ organization/our-insights/high-performing-teams-atimeless-leadership-topic

“

A great technique we are seeing more of is micro-training, where targeted video of specific actions is attached to specific activities.

”

Martin Callan is CEO of www.getfreshOps.com ■

NEW Relion Insight Series 48V Lithium iron phosphate (LifePo4) Battery • GC2 Sized Scalable replacement

• Compatible with lead-acid chargers

• Easy to install

• SuperSmart BMS

// www.rjbatt.com.au

TM

// 1300 769 282

www.incleanmag.com.au 65

OPINION

Why training matters Training is valuable to help business attain greater productivity, reduce costs and mitigate legal exposure, writes Rushantha Jayaweera.

I

n the next decade training will be the make or break for your business. As older workers are transitioning out of work, more young workers are entering the workforce.

This can present a dilemma for many businesses as knowledge and experience exits a business. This is where training is valuable to help business attain greater productivity, reduce costs and mitigate legal exposure.

Too often employers hold the view that providing training to workers leads to them leaving. But having an undertrained workforce leads only to negatives, for them and your business.

GETTING TRAINING RIGHT Getting training right is crucial to the performance of teams, especially since many business units now have a variety of expertise.

Therefore, one method of training may not be enough to develop successful and efficient teams.

Using a variety of engaging training methods such as the use of both informal and formal practices, businesses can keep and retain staff with accurate and current knowledge.

Such knowledge is important in practice as staff leave and handovers are taken place, the information passed will continue to be accurate.

Therefore, businesses will discover more of a flow to their business processes at such adverse times.

The flow of information reduces the need to develop bigger and greater training packages.

66 INCLEAN March / April 2020

Most workers can retain a higher level of information when they have been trained directly by another staff member.

This transfer of knowledge from previous staff will help accelerate employee learning. However, this is not to say that training systems are useless. These systems are important to maintain the knowledge amongst workers and refine their skills during the duration of their employment.

Organisations who do not ensure that training, and therefore greater and deeper levels of skill, is transferred will face a real problem with the possible loss of clients. Effective transitioning of training will allow business to implement a pipeline of talent for years to come.

REMOTE WORKERS Within the cleaning and hygiene industry, many workers work in complex environments and often work autonomously. Properly training remote workers will enable such staff to ensure they develop safe working practices, resulting in reduced rates of injuries.

Businesses who continue to support and consistently train staff on safe working practices will be able to mitigate their legal exposure and reduce risks that are associated with running a business.

Further, well-trained staff will require less supervision and more trust can be gained to carry out their assigned duties. In addition, employees

OPINION

will feel valued and a sense of security that the business they work for is investing in their safety.

Therefore, from a health and safety perspective, it is suggested that businesses give access to training resources to all employees, and to enable a learning pathway throughout their employment.

BENEFITS OF ALIGNING TRAINING WITH BUSINESS GOALS Training should align with the strategic goals of the business. For example, within the cleaning industry there have been pushes for more sustainable products and services.

Therefore, training staff of the benefits of eliminating waste or appropriate methods of disposal can encourage staff to reduce unnecessary waste and be more sustainable. By reducing the waste output, a business can pass these cost reductions to clients who will continue to appreciate the service.

Getting staff to opt into this sort of change through appropriate training can be a dynamic way to improve business productivity and ease future challenges which may not exist today.

TRAINING IMPROVES WORKPLACE CULTURE By having appropriate training programs your business will positively contribute towards workplace culture.

For the cleaning industry, employee engagement in training programs can create a culture of safety first, which can result in fewer short cuts been taken to complete tasks and enable a consistent approach to work.

The development of staff will create more knowledgeable staff who are more inclined to be satisfied in the work they do, and create value to the business, with fewer employee’s exiting your business.

Ultimately, training improves job satisfaction, increases productivity and mitigates legal exposure for any business. Further, business can see improvement in performance, reduce customer complaints and see a reduction in employee turnover.

“

Training should align with the strategic goals of the business.

”

Rushantha Jayaweera is workplace relations adviser at Workforce Guardian. ■

A world first changing the industrial SWEEPER MARKET

THE ASC EUREKA M8 BULL FREE CALL 1800 650 989 The Ideal Australian industrial sweeper for demanding open-air/ mull-storey car parking areas, roads and large warehouses.

DRIVEOVER® SYSTEM

passes over speed bumps and gradients

BULLSYSTEM® TECHNOLOGY direct forward throw and front driving

LOADBOOSTER® SYSTEM

compacts debris, uulizing all high capacity container

For more information, visit:

www.sweeper.com.au www.incleanmag.com.au 67

PRODUCTS

ASC M8 Industrial Sweeper Introducing the ASC M8 Industrial Sweeper with Gradient Booster technology. An industry first, the ASC Eureka M8 Italian designed and built all steel machine is able to pass over speed humps and tackle gradients of up to 21 per cent. With advanced manoeuvrability and a compact turning radius, the Innovative BULLsystem technology, combines direct forward throw sweeping and a front driving position. With its easy passing over speed bumps and sudden changes in gradient, it’s the ideal sweeper for demanding open-air/multi-storey car parking areas, and roads.

ASC 1800 650 989 www.sweeper.com.au

NEW Aussie 4,000 psi pro blaster Aussie’s AB40 GT incorporates a new stainless steel frame with larger 13” wheels with flat free tyres. It’s easily manoeuvred, powerful and designed to last.

• Genuine Honda 13HP engine with Bertolini triplex pump • NEW compact, robust stainless-steel frame with integrated hose reel mounting bar and optional lifting bar • Free Aussie Safety Protection Kit protects the operator and machine from pressure spikes and extended by-pass running

Australian Pump Industries 02 8865 3500 www.aussiepumps.com.au

68 INCLEAN March / April 2020

PRODUCTS

SEBO Upright vacuum cleaners Chemicals are only a small part of a room attendant’s arsenal of weapons in their fight against dirt. There are a variety of commercial vacuum cleaner options also available for cleaning guestrooms. Barrel and upright vacuum cleaners are the two most popular types used in the accommodation industry. SEBO Uprights provide a premium clean floor to ceiling, have low service costs and boost productivity. The SEBO XP10 vacuum head footprint is 31cm x 31cm, while the rest remains neat and compact on top of the footprint.

SEBO 02 9678 9200 www.sebo.com.au

CT5 Mini Walk-Behind Scrubber The mini walk behind scrubber is ideal for small spaces, particularly in hard to reach areas. Lightweight and easy to handle, the CT5 provides an effortless floor cleaning experience for areas up to 1000 m2.

• Combined cleaning power of the disc brush and perfect drying in every direction (forward and backward) • Ergonomically designed control panel and adjustable handle • Compact design makes the machine easy to store and transport • Front and rear squeegee drying • 75 minute run time (Li-ion Battery) • ECOSELECT mode reduces the energy consumption and noise level, whilst still maintaining high productivity Ready to try? Enquire today.

Tennant 1800 226 843

www.incleanmag.com.au 69

PRODUCTS

Cleanstar welcomes back old favourite Cleanstar has brought back one of its favourites – the Ghibli Hypervac. Made in Italy and boasting a powerful 1000-watt Ametek motor and 15 litre tank capacity, this dry commercial vacuum cleaner is an excellent addition to your stable of cleaning machinery. With features including a shock resistant ABS body, rubber bumper protector, strong 50L p/sec airflow rate, low noise and lightweight design, the Hypervac also comes with a range of premium tools and accessories including Wessel-Werk low profile floor tool and certainly lives up to its reputation as smooth, tough and compact.

www.cleanstar.com.au

Bonastre Pads Bonastre Pads are easy to use with most floor machines and only need water to polish floors. Simply attach the graded coloured pad to the machine and follow the easy steps to rejuvenate worn floors to a sparkling gloss shine. Bonastre pads are environmentally friendly and available in many sizes. The ecological polishing discs have multiple applications and can be used with different types of equipment: low speed polishers, hand polishers and scrubbers. Call for a free onsite demonstration.

Central Cleaning Supplies 1300 347 347 www.centralcleaning.com.au

Conquest MaxWind – for maximum productivity Conquest are excited to announce the addition of the MaxWind pavement sweeper to its Outdoor Solutions range. Featuring whisper quiet electric technology, the Maxwind operates at just 68dB – 30 per cent lower than traditional sweepers. The MaxWind provides a 1250mm sweep path ideally suited to footpaths and carparks, and is fitted with a 120mm diameter suction hose for easy collection of litter and debris from garden beds or guttering.

Conquest 1800 826 789

70 INCLEAN March / April 2020

PRODUCTS

Viraclean The US Centre for Disease Control recommends the use of a hospital grade disinfectant for surface cleaning and disinfection*.

For general cleaning and disinfection and transmission precautions** we recommend Viraclean and V-wipes.

The Viraclean system will provide your healthcare facility with optimum surface cleaning and disinfection results, supported by staff training. Viraclean passes TGA Option B and kills a broad range bacteria and viruses including VRE, MRSA, Hepatitis B Virus, Herpes Simplex Virus and the Influenza Virus. Viraclean simplifies complex cleaning and disinfection procedures. Viraclean is pink liquid with a mild lemon fragrance. It is packaged in 500ml squeeze and spray bottles and 5 litre containers. *

www.cdc.gov/coronavirus/2019-nCov/hcp/infection-control.html Transmission Precautions as per NHMRC 2019.

**

Watch ‘How to clean and disinfect blood spills using Viraclean at: www.whiteley.com.au/educational_videos

Whiteley Corporation 1800 833 566 www.whiteley.com.au

The professional and revolutionary chewing gum removal system The environmentally friendly, battery powered Ecogum machines are self-contained portable backpacks that are simple to use, allowing the operator unrestraint movements to efficiently remove gum, oil, rubber and sticky labels with ease.

• A combination of PH neutral and safe steam mixture, accurate injection of cleaning solution and pressure allows gum to be removed in just a matter of seconds • No unfriendly chemicals, high pressure hoses and overspray means Ecogum machines are ideal for busy areas • Available in three models: Mini, Midi and Maxi. Call for a free onsite demonstration.

Central Cleaning Supplies 1300 347 347 www.centralcleaning.com.au

www.incleanmag.com.au 71

PRODUCTS

SYR Interchange handle system SYR’s Interchange handle system gives you one handle that fits all the SYR brushware, squeegees, dusters and utility tools giving total flexibility to the facility and reduces inventory levels of extra handles, knowing that you always have a solution.

• • • •

One handle Multiple tools Colour coded Tried and tested for over 30 years in the largest fast food restaurants worldwide

White Magic 1300 306 380 www.syrclean.com.au

Safety first with Cleanstar It is law in most Australian states and territories that Residual Current Devices (RCDs) are required in workplaces where ‘plug in’ electrical equipment such as vacuum cleaners and other cleaning machinery used in environments where they are exposed to conditions that are likely to result in damage to the equipment or electricity supply cord (ie. moisture, heat, vibration, constant movement, corrosive chemicals or dust). As Australia’s leading brand of RCDs supplies to the cleaning industry, Cleanstar is proud to offer the widest range of RCDs ranging from ready-to-use ‘Plug In’ RCD adaptors, wireable ‘In Line’ RCDs, to extension leads with ‘Built-In’ integrated RCDs. Cleanstar supplies all major distributors to schools and education departments throughout Australia.

www.cleanstar.com.au

Predator MK1 Introducing Australian designed and built, Predator MK1. This fully featured portable carpet extractor is ideal for medium to large scale carpet cleaning.

• This high performing machine is equipped with a powerful 800 PSI pump (with maximum working pressure of 600 PSI) that can perform better than units twice its size • “Euro-style” Fiberglass body (with 50L solution and recovery tank) and aluminium frame which creates an Ultra strong and light weight machine, that ensures reduced risk and damage to furniture and fittings • Comes with 7.5m solution, vacuum hose (optional 10m and 15m hose available) and a 2-jet stainless steel wand to help you handle any job • Versatile carpet extractor with fully adjustable pressure and thermostatically controlled heater element designed to maintain water temperature up to 70 degree Celsius) • Optional Booster box to increase vacuum power. Optional Upholstery tool and stair wand available. Available in Predator MK2 and MK3

Polivac International Contact nearest distributor www.polivac.com.au 72 INCLEAN March / April 2020

PRODUCTS

Nilfisk Liberty SC50 Autonomous Scrubber The Nilfisk Liberty SC50 will get the dirtiest floors clean, any time of the day, with no one watching over it, so staff can focus elsewhere.

• Never miss a spot – operators and most autonomous machines miss around 15 per cent of the floor. The Liberty’s unique fill-in feature lets you map a route that hits 98-99.5 per cent of the floor, every time • Clean more, faster – autonomously cleans up to 7,000m2 in a six-hour, single charge shift, yet its 51cm path is nimble enough to get into tight spots • Ready for anything – new routes can be mapped out by the operator in a matter of minutes • Third party certified safe – according to North American and EU safety standards

Nilfisk 1300 556 710 https://new.nilfisk.com/en-au/campaigns/liberty

1415 CCS Adiatek Inclean QP Ad Final FA.pdf

1

9/12/19

12:51 pm

POLYSTAR

Orbital Floor Polisher and Cleaner

POLISH FOR ALL

STRIP

HARD FLOORS & CARPETS

WAX

RRP

$

BUFF

699 Model: PS-001

FEATURES • 250 Watt Power • 13” Working Width (33cm) • 150rpm Working Speed • Gross Weight: 14.8kg

COMES WITH Brushes & Pads

EXTRAS

CONTACT US FOR YOUR NEAREST STOCKIST (03) 9460 5655

sales@cleanstar.com.au

www.incleanmag.com.au 73

PRODUCTS

Florogen Range Florogen concentrated alcohol-based air fresheners may be used as a space deodorant or as a surface deodorant for extremely long lasting 24-hour deodorisation. Florogen may be used on toilet areas, under sinks, behind desks and furniture and into waste bins after cleaning.

Available in the pleasant perfumes of original, strawberry, lavender, citrus and frangipani. Florogen has been proven to kill 99.9 per cent of bacteria.

It is available in a 5L bottle and 500ml ready to use spray bottles.

Whiteley Corporation 1800 833 566 www.whiteley.com.au

Dermalux Cleansing Wipes Dermalux Cleansing Wipes are a single use wipe designed for everyday use. They are suitable for use in aged care, in-home care, hospitals and palliative care facilities. Dermalux Cleansing Wipes are gentle on skin, and contain natural emollients leaving skin feeling fresh and invigorated. One wipe should be used for each patient area i.e. face, hands, back and perineal area. A key point of difference is that they are made from sustainable bamboo and are 100 per cent biodegradable.

Whiteley Corporation 1800 833 566 www.whiteley.com.au

Cleaning Safety Card The Cleaning Safety Card is an industry recognised safety induction program developed to address and improve safety issues associated with the commercial and domestic cleaning industries. The knowledge provided throughout this course improves cleaner’s employability and saves time and money on safety training for employers. Designed to ensure cleaners understand the effectiveness of risk assessment, optimising cleaning techniques and the safe use chemicals, providing confidence for clients your cleaning and safety abilities.

Cleaning Safety Card info@cleaningsafetycard.com.au www.cleaningsafetycard.com.au

Relion Lithium Batteries – New Insight Series The InSight Series is the next generation of lithium batteries from RELiON. Including all the signature features that make lithium batteries an obvious choice, plus more built-in, intelligent technologies.

The InSight Series is the first scalable LiFePO4 drop-in replacement battery available in industry-standard sizes, with no additional hardware needed when connected in parallel!

Featuring unique SuperSmart Battery Management System (BMS) technology, InSight batteries are precisely balanced and optimised for performance, compatible with nearly all lead-acid battery chargers.

Safer, lighter and more efficient, like all Relion lithium batteries, the InSight Series is uniquely designed to replace lead-acid batteries in any deep cycle application including floor machines, scissor lifts and more.

Available in 48 Volt configurations from R&J Batteries stores and distributors across Australia.

R&J Batteries 1300 769 282 Rjbatt.com.au

74 INCLEAN March / April 2020

www.incleanmag.com.au

Keep up to date with the latest industry news direct to your inbox Sign up to INCLEAN’s weekly newsletter at www.incleanmag.com.au/register-for-e-news