Dealership hours of operation
Mon - Thu 9:00am - 7:00pm
Fri - Sat 9:00am - 6:00pm
Sun 11:00am - 5:00pm
Dealership hours of operation
Mon - Fri 7:30am - 5:00pm
Sat 8:00am - 5:00pm
Sun Closed
Dealership hours of operation
Mon - Fri 8:00am - 5:00pm
Sat 8:30am - 5:00pm
Sun Closed
In the Richmond Auto Mall, 5580 Parkwood Crescent, Richmond, BC, V6V 0B5, Canada

COVID-19

To minimize the impact of COVID-19 outbreak on our businesses, our employees, and our customers, we have prepared the following COVID-19 Safe Work Procedures.  These policies apply to all employees.

This package is divided into the following sections which outlines the steps all employees can take to reduce the risk of exposure or spread of COVID-19:

1.      Dealership wide

2.      Working from home

3.      Sales

4.      Service

5.      Parts

6.      Offices

 

The Company commits to staying informed of all public health orders, directions, and requirements and will take appropriate action in the workplace to prevent transmission of the virus.

Copies of this procedure will be posted in the lunchroom.  You may also ask your Manager or Human Resources for a printed copy.

If you have any questions, please contact your Manager, a member of the Occupational Health and Safety Committee or Human Resources.

 

Process for reporting concerns:

 

Now is not the time to get complacent about following the COVID-19 Safe Work Practices.

If an employee sees someone (including a customer, a co-worker, or a manager) not following the COVID-19 procedures, they must bring it to the attention of the person or, if you don’t feel comfortable doing that, you must bring it to the attention of a manager.

If an employee has concerns relating to being exposed to COVID-19 in the workplace or notices any unsafe working conditions, you must immediately share this information to your Manager, a member of the Occupational Health and Safety Committee, or Human Resources.  Each situation will be immediately investigated and is examined on a case-by-case basis.  The Manager will either

1.       Ensure that any unsafe conditions are remedied right away and let the employee know or

2.       Explain to the employee why the situation is safe

 

Further steps may be necessary depending on the situation.

Section 1:  Dealership Wide

These policies apply to all employees and customers.

 

Communication

  • Throughout the dealership, we have posted information about best practices supporting a safe environment for customers and
  • Social distancing signage is posted in different locations to promote
  • We created a daily “Dealership Sanitization Checklist” at Service Reception (Sales area checklist) and Service Receptionist (Service checklist). This Checklist outlines the frequency and items to be cleaned. It is date and time stamped and initialed on a daily
  • Company-wide memos and bulletins updating staff on COVID-19 continues to be sent via email as well as handed out to those without email by your Manager. Copies are also posted in the lunchrooms.

 

Hierarchy of Controls

  • The hierarchy of controls is a system for controlling risk in the workplace that involves eliminating or reducing risks through controls ranked from the most effective and highest level of protection to lesser levels of protection.
    • The highest level of control on the hierarchy is to ensure that employees stay at least 2 metres apart from co-workers and members of the public. The Dealership has established occupancy limits, rearranged work spaces and movement of people, and offered work-from-home options when possible.
    • Where physical distancing is not possible or cannot be applied consistently, the next level of control is the use of barriers if it is appropriate to the work task and the configuration of the workplace. Plexi-glass barriers have been designed and installed throughout the dealership.
    • All of these measures are supported by effective cleaning and hygiene practices, including handwashing, cough hygiene, and cleaning and disinfecting.

 

Basic infection prevention measures

Since one of the most effective ways to minimize the spread of COVID-19 is through basic infection prevention measures:

  • The Company has provided employees and customers with a place to wash their hands as well as alcohol-based hand rubs containing at least 60% alcohol
    • Wash stations are available and well-marked to promote
    • Paper towels has been provided instead of using an air
  • Employees are expected to wash their hands after direct or indirect contact with any surfaces and/or human contact
  • Employees are expected to cough or sneeze into an elbow rather than a hand, and avoid touching one’s face
  • Employees can use their phone to clock in and clock out – instead of the finger scanner – for the time being.
    • All employees are required to either check in with the General Manager (or designate) and/or clock into work to ensure that workplace contact tracing can occur as soon as possible to quickly control any indirect exposure to a communicable disease (viruses that cause cold, influenza, or COVID-19)
  • Managers continue to promote frequent and thorough hand washing and other basic infection prevention measures
  • Frequent cleaning and sanitizing including all public areas like washrooms/ locker rooms and staff spaces such as: meeting rooms and lunchrooms. Washrooms are cleaned around lunch time as well in the evening.  Cleaners come in at night to clean the entire dealership
  • Cleaning and sanitizing all frequently touched areas such as: counters, door handles, faucets, etc. at least four (4) times a day. First thing in the morning and again at lunch, front door and handles are cleaned by Service Receptionist.  Cleanings are recorded in the daily checklist.  The cleaning staff are onsite in the early afternoon + in the evening.  Cleaner cleans the handrail daily (around lunchroom).
  • Employees are responsible to clean their own workstation at the start of their shift and throughout the day as necessary. Cleaning chemical and material are provided upon
  • Masks are mandatory when leaving your personal work station. Wearing a mask is not considered personal protective equipment – which means that the use of masks does not mean that other protections, such as maintaining physical distancing and barriers, are no longer necessary.
    • The use of masks may be used as an additional control to supplement other measures (such as social distancing and plexi glass barriers) and to ensure the risk is reduced
  • Gloves are available to employees.
  • Please notify your Manager or the General Manager if mask and/or gloves supplies are low.
  • If employees choose to use gloves, they must thoroughly wash their hands before and after each change of gloves.

 

Entry Requirements - Customer

  • Any customer who answers “yes” to any of the following questions will be asked to leave the dealership and return at a later date:
    • Anyone with symptoms of COVID-19 including fever, chills, cough, shortness of breath, sore throat and painful swallowing.
    • Anyone under the direction of public health to self-isolate or identified by Public Health as a close contact of someone with COVID-19.
    • Anyone who has arrived from outside of Canada in the past 14 days.
  • Each Dealership has signed posted at the entrance to the workplace to alert customers to this policy.

 

Entry Requirements  - Employees

  • It’s critical to make sure everyone coming into our workplace is healthy so the Dealership will prohibit the following people from the workplace:
    • Anyone with symptoms of COVID-19 including the current list of symptoms as identified by the BC CDC (which are included on the Entry Check Poster):
  • Fever or chills
  • Cough
  • Loss of sense of smell or taste
  • Difficulty breathing
  • Sore throat
  • Loss of appetite
  • Extreme fatigue or tiredness
  • Headache
  • Body aches
  • Nausea or vomiting
  • Diarrhea

 

  • In addition to displaying any of the above new or worsening symptoms, other restrictions from entering a workplace including:
    • Anyone under the direction of public health to self-isolate or identified by Public Health as a close contact of someone with COVID-19.
    • Anyone who has arrived from outside of Canada in the past 14 days.
    • Any employee who refuses to complete the mandatory daily health check (see below)
  • Any Employees who is returning to the workplace without clearance by Human Resources after being sick and/or self-isolating.

 

Daily Health Surveillance and health monitoring

  • Employees will monitor their health for the onset of cold/flu-like symptoms by completing a mandatory daily health check (i.e. a self assessment conducted by the employee) before arriving to work and while at work
    • Employees will confirm with their manager, via Venue Vision, that they have reviewed the complete list of entry requirements and that none of the prohibited criteria apply to them.
    • Managers are tasked with ensuring that all employees (and contractors if applicable) conduct the daily self-assessments before entering the workplace and recording that this confirmation was received. Managers must not collect any personal information about employees, including their responses to health check questions.
    • Employees must take the screening seriously and answer honestly
    • See Sick Leave Policy for details on what to do if you are feeling unwell
  • In addition to the self-assessment, all staff members are required to participate in the daily temperature check upon arriving to work
  • All employees are required to either check in and/or clock into work to ensure that workplace contact tracing can occur as soon as possible in order to quickly control any indirect exposure to a communicable disease (viruses that cause cold, influenza, or COVID-19)

 

 

 

 

Workstation guidelines

 

  • Alcohol-based hand sanitizer dispensers have been placed throughout the dealership for both employees and customers.
  • All employees are required to use their own equipment, such as pens, staplers, and computers. Employees must wipe down any items before and after customer use them (e.g. pens).
  • Employees must maintain a physical distance of two meters between co-workers as well as between themselves and customers. To maintain physical distancing requirements between employees and between employees and customers within the dealership:
    • All customer interactions (including greetings and farewells) must always respect physical distancing guidelines. Until further notice, employees must not shake hands with customers.
    • Floor markers are placed throughout the dealership showing where customers may stand to ensure the 2 meters (6 feet) distancing is maintained
  • Plexiglass shields for all areas requiring closer customer interaction have been installed
  • If there are situations where the employee feels that physical distancing cannot be maintained either through staying 2 meters apart physically and/or the use of barriers or other Personal Protective Equipment (excluding masks), they must notify their Manager immediately
  • Sharing of workstations and phones is temporarily eliminated.
  • The elevator has been temporarily closed and may be accessed only with permission by the General Manager. The elevator panels will be disinfected after each use.
  • Staff are instructed to allow one person on the staircase at a time.
  • MSDS sheets for the cleaning chemicals we use are available in the customer lounge area

 

Customer Service

  • Signage has been placed outside the dealership informing customers not to enter the store if they are exhibiting symptoms of COVID-19.
  • If a customer arrives with cold, flu-, or COVID-19 like symptoms, they will be asked to leave.
  • Customers will be asked to sanitize their hands with hand sanitizer upon entering the dealership
  • Employee are required to wash or sanitize hands after coming into contact with items from our customers (see below for more specific details for sales and service)
  • Employees are expected to clean and disinfect the workplace between clients.

 

Customer Lounge

  • All non-essential items (like magazines) and complimentary beverage items have been removed from the customer lounge to minimize the risk of transmission
  • The HVAC filters have been changed in May 2020 and are changed quarterly.
  • The waiting area has been reconfigured to comply with physical distancing strategies by spacing out the seats 2 meters (6 feet) apart and social distancing signage have been implemented
  • Frequent cleaning and sanitizing of the seats and tables has been arranged

 

Lunchrooms/Common Areas

  • We must be especially vigilant in shared settings like break rooms and kitchens.
  • The door to the lunchroom is to remain open throughout the workday to reduce contact with door handles.
  • In the lunchroom, the tables have been placed a minimum of 6 feet apart. Please limit one person per table and do not move the tables together.
  • Shared utensils and cups/plates have been removed, if applicable.
  • Staff are strongly encouraged to refrain from consuming communal foods.
  • Staff are encouraged to use paper towels to touch shared kitchen equipment (coffee machines, microwave ovens, etc.). If not, staff should clean and disinfect after each use.

 

COVID-19 Sick Leave Policy

  • If You Have Symptoms
    • Employees with these cold- or flu-like symptoms must contact their manager and stay home from work. They are also strongly encouraged to contact their local health care provider to get advice or call HealthLinkBC at 8-1-1 to speak to a nurse or complete the online BC COVID-19 Self-Assessment Tool available at https://bc.thrive.health/covid19/en.
    • Unless the employee can work from home, they will be placed on sick leave. At this point, a doctor’s note is not required.    For information on sick leave pay options, please contact Human Resources.
    • Employees coming to work knowing they have symptoms puts others at risk and is a workplace health hazard and therefore is a serious contravention of our workplace health and safety policies. Such contraventions will lead to disciplinary action.

 

  • Whom to Advise
    • If an employee develops a cough, runny nose, sore throat, fever, and/or difficulty breathing while working, they must immediately:
      • Inform the Department Manager
      • Wash hands immediately, put on a mask, try to minimize their contact with their environment and co-workers or customers, and go home as quickly as possible if they are working on-site or contact 9-1-1 if they are severely ill (e.g. difficulty breathing or chest pain)
      • Consideration must be given to what mode of transportation the employee used to get to work
        • If they have their own vehicle, they should be told to drive directly home and self isolate
        • Employee should be encouraged to avoiding the use of public transportation
          • If the employee does not have their own vehicle, they should be directed to call a family member and, if possible, wait outside for their ride.
          • If the employee arrived by transit and does not have an alternative means of getting home, they should be told to follow strict infection control measures which include: wearing a mask at all times, avoid touching their face, use antiseptic hand sanitizer frequently and before touching any surface, and finally use a wipe to sanitize the seat
        • If an employee appears too ill to travel, call 9-1-1
      • Follow the advice of the local public health authorities
    • As a manager, you need to
      • Notify Human Resources that someone on your team has left work due to illness
      • Close off the employee’s workstation and ensure that workstation and surrounding area are cleaned and disinfected thoroughly using proper PPE

 

  • If You have been in Close Personal Contact with Someone with Covid-19 Symptoms
    • Per the BC Centre for disease control[1], high-risk close contact is defined as a person who:
      • Provided direct care for the case, including healthcare workers, family members or other caregivers, or who had other similar close physical contact (e.g., intimate partner) without consistent and appropriate use of personal protective equipment, OR
      • Lived with or otherwise had close face to face contact (within 2 metres) with a probable or confirmed case for more than 15 minutes (may be cumulative, i.e., multiple interactions) up to 48 hours prior to symptom onset, OR
      • Had direct contact with infectious body fluids of a probable or confirmed case (e.g., was coughed or sneezed on) while not wearing recommended PPE, OR
      • Has been identified by the public health authority as a possible contact.
    • Using the definition provided by the BC Centre of Disease Control, employees who have been in a close personal contact situation must contact HealthLinkBC at 8-1-1 to speak to a nurse or complete the online BC COVID-19 Self-Assessment Tool available at https://bc.thrive.health/covid19/en
    • They may be required to get tested for COVID-19 or self-isolate for 14 days. They must immediately advise their Manager and contact Human Resources.    These employees may qualify for government assistance.

 

  • When to Self-isolate
    • Employees must quarantine (self-isolate) themselves for 14 days if any of the following apply even if they have no symptoms:
      • If they are returning from a trip outside of Canada (see COVID-19 Travel policy below)
      • If they had close contact with someone who has or is suspected to have COVID-19
      • If they have been told by the public health authority that they may been exposed and need to quarantine
    • When Returning to Work
      • If an employee receives a negative test, they must continue to self-isolate for 14 days if they have either
        • Travelled outside of Canada within the last 14 days OR
        • Been in close contact with someone who tested positive OR
        • Under the direction of the BC Health Authority
      • If an employee has symptoms consistent with COVID-19 (such as a fever, sore throat, sneezing, coughing, and/or difficulty breathing) or has tested positive for COVID-19, before returning to the workplace, Employees must meet the following criteria:
        • At least 10 days have passed since onset of symptoms; AND
        • Fever has resolved without use of fever-reducing medication; AND
        • Symptoms (respiratory, gastrointestinal, and systemic) are resolved
        • Note that coughing may persist for several weeks and does not mean the individual is infectious and must self-isolate.
      • Once you have met the above criteria, you must talk to your manager to arrange a return to work plan before reporting to the workplace.

 

 

COVID-19 Employee Testing Positive

 

The Company understands that a positive diagnosis can be stressful for the ill person and that it can be concerning to the fellow employees. This resource explains the steps that the Company will take if an employee tests positive.

 

The Company will respect the privacy and the confidentiality of both the positive-tested employee and anyone in the close-contact group.  The Company will only disclose a positive case to staff and/or customers on a need-to-know basis if it is needed to manage the exposure risk to those individuals.  The Company will share the least amount of information possible to protect our employee’s privacy.

 

  • Employee was NOT at work while infectious
    • If a team member tests positive but was not at work while infectious, there is likely no increased risk of exposure to fellow employees and/or customers. The Company will determine any necessary measures on a case-by-case basis.

  • Employee was at work while infectious
    • If a team member was at work while infectious, the Company will notify WorksafeBC that an employee has tested positive for COVID-19.
    • Then, the Human Resources team investigate and identify possible contacts – i.e. Contact Tracing.
      • The Human Resources team will work with the employee to determine:
      • When they first started to display symptoms.
      • Which coworkers and/or customers they have been in contact with prior to testing positive or first displaying symptoms.
      • A list of all areas the employee has physically been over the last 48 hours to determine where a deep clean may be necessary. Areas that are identified in the risk assessment process will be closed off and disinfected
    • The Company will treat any interactions between the positive-tested employee and coworkers/customers as a potential risk of exposure. It is important to note that not all cases result in exposures.  A transient interaction (e.g., walking past someone who tested positive) does not pose an increased risk.  As required, the Human Resources team will notify by phone or video (where possible) those who have been in close contact with the employee, advising them to self-quarantine and to stay away from the workplace for the next 14 days if necessary.
    • The Company will close off the work areas used by the positive-tested employee and will ventilate the area to the outside if possible. The Company will then arrange enhanced cleaning and disinfection of the area using the products that are effective on the coronavirus family of viruses (see for an up-to-date list of effective cleaning products https://www.canada.ca/en/health-canada/services/drugs-health-products/disinfectants/covid-19/list.html).  The Company will support and comply with any requests of the Public Health or WorksafeBC Officer(s).  The Company will implement any additional health and safety measures need to be taken in the workplace to reduce the risk of transmission.

 

  • Contact Tracing and Level of contact
    • Contact tracing is an important tool to help diagnose people who may have COVID-19 sooner and prevent the virus from spreading in your workplace.
    • The level of contact with a presumed case within the organization or an employee who has tested positive can vary from simply walking past the individual in the dealership to face-to-face contact for an extended period of time.
    • The graphic below works shows how contact tracing works

 

 

 

  • Partnering with the Public Health Officer, the Human Resources team will start by identifying and contacting High Risk Contact (as defined by the BC Centre for disease control).
  • Not every contact needs to be identified: only those who could have been exposed to the case’s respiratory droplets from coughing, sneezing or speaking.
  • If you were not contacted directly, it was determined that you were not a close contact. But it is still important that you continue to practice COVID safety protocols – wearing a mask, staying 2 meters apart, regularly cleaning your workspace/workstation, and washing your hands with soap and water whenever possible. Those individuals with less and less direct contact may be contacted as required.

 

If you have any questions, please contact Human Resources.

 

 

 

COVID-19 Travel Policy

 

  • Any employee who is travelling outside of Canada, must notify their manager and Human Resources of the following details prior to leaving on their trip:
    • Date leaving
    • Date returning
    • Final Destination
    • Airports travelling through
    • Anticipated Return to Work Date - Employees are expected to self-isolate for 14 days upon return from any travel outside of Canada – even if they have no symptoms
  • If the travel plans change submitted (e.g. flight changes or delays), the employee must notify their manager and Human Resources
  • If an employee develops symptoms either during their trip and/or during self-isolation, they must notify Human Resources
  • If you have any questions, please contact Human Resources.

 

Managing and Training   

  • Managers are responsible for ensuring staff follow safe work procedures at all times
  • Managers are responsible for training all mentioned safety procedures
  • When an employee is recalled to work (after a temporary lay off or a leave of absence), Human Resources will email these policies to them prior to their return to work. The Managers will follow up with the returning employee on their first day back to work to ensure they have read and understood the policies.
  • All employees are expected to read and follow these procedures and will be required to sign off as such

 

Personal Protective Equipment (PPE)  

  • PPE supplies (including Alcohol-based hand sanitizer and dispensers) are stored and distributed by Parts
  • Supplies are monitored and are ordered by the Manager
  • Staff are instructed to put used PPE into garbage

 

Section 2:  Work from Home Procedures

 

The Company has designed the work from home policy to ensure that working from home is beneficial to our employees and the Company, and that each party understands their role, duties, and responsibilities.

 

In consultation with the Manager, employees are allowed to work from home only if:

  1. Their job duties permit it and
  2. They have the necessary equipment and software to work from home and
  3. They are able to ensure the protection of proprietary company and customer information accessible from their home office. Steps may include the use of locked file cabinets and desks, regular password maintenance, and any other measures appropriate for the job and the environment.
  4. They have a safe working environment at home (e.g. noise)

 

Employees are expected to be alert to any hazards and maintain their home workspace in a safe manner, free from safety hazards.  They may be asked to conduct an assessment of their workplace (such as Safety Inspection for Work from Home Checklist - https://www2.gov.bc.ca/gov/content/careers-myhr/all-employees/work-arrangements/flexible-workplaces/safety-inspection) and report any concerns or hazards to their Manager. Even though they are working from home, employees are expected to follow safe work procedures and act safely in the workplace at all times.  Employees must report any concerns to hazards immediately to the Manager.  The Manager will review each concern or hazard on a case-by-case basis in a timely manner and implement changes as needed.

 

If an employee is injured while performing work duties at home in the course of employment, they are expected to get treatment quickly and tell their health care provider that the injury is work-related.  The employee is responsible for notifying the Manager or Human Resources of any workplace injuries sustained by the employee in a home office location as soon as practicable.

 

They are expected never work under the influence of alcohol, drugs, or any other substance.

 

Employees are expected to work their usual hours of work – unless prior arrangements have been made.  Hours worked in excess of those scheduled per day and per workweek require the advance approval of the Manager.

 

 

 

 

 

 

 

 

 

 

Section 3:  Sales Department

 

Prior to Dealership visits:

  • Sales Representatives are asked to encourage customers to make contact by phone or email to schedule sales appointments before any dealership visit.
  • Employees will notify customers about new shortened business hours, protocols and procedures designed to help ensure their health and safety.
  • Employees and Managers will provide a copy of the OpenRoad Auto Group COVID-19 Safe Work Procedures to customers seeking information of measures implemented within the dealership

 

During Sales Interaction:

  • All customer interactions including greetings, discussions, demonstrations, and farewells must always respect physical distancing guidelines.
  • Customers should be guided to the reception desk to be greeted and referred to their Salesperson who will accompany them during their dealership visit.
  • The Receptionist is maintaining a guest logs to facilitate future contact tracing if necessary.

 

Cleaning and Disinfecting the Vehicle:

  • Employee performing the task are provided with proper protective equipment and have been instructed to:
    • Wash hands before and after each vehicle cleaning.
    • Focus on frequently touched surfaces such as steering wheel, all controls, touch screens, door handles, cup holders, shifters, seatbelt buckles, arm rest, etc.
    • Use the proper cleaning chemicals for interior and exterior

 

Showroom Vehicles

  • All showroom vehicles are always to remain locked.
  • Vehicles should only be unlocked upon a customer request when accompanied by a Salesperson
  • After any customer interaction with that vehicle, it must be sanitized.
  • All frequently touched exterior surfaces are to be sanitized on a consistent and ongoing basis

 

Test drives or Demo drive

  • Staff will encourage customers to provide advance notice
  • Unaccompanied test drives are permitted
  • Ensure appropriate security protocols ID requirement.
  • Vehicle must be sanitized before and after the test drive.

 

Delivery

  • The Salesperson responsible for delivery should ensure the vehicle has been thoroughly cleaned and sanitized before delivery or pick up.
  • Utilize hondahelp.ca to send model specific videos outlining the QDC to provide customer advanced orientation and ongoing reference resources.
  • Proper distancing guidelines must be followed during vehicle delivery and the Salesperson must avoid touching the customer’s vehicle wherever possible.
  • Follow up call to address any questions the customer may occur after delivery.
  • We offer a virtual 2nd delivery process if needed using video calling tools.

 

Final Paperwork for Acura

  • Email documents to customers and guide them through the contracting process to ensure all areas of the contract are properly signed, initialed, and dated.
  • Dealer to obtain all required documents as per ID verification process.
  • Customer to email all signed documentation back to the dealership
  • At the time of delivery, retrieve the wet signature contract emailed
  • After delivery, dealer to upload documents to AFS via normal eBiz process for funding.
  • Dealers should ensure that they are adhering to their local rules regarding remote selling.
  • Wet signatures are still required for all lease and finance contracts.
  • Following the eBiz submission of Vehicle Lease Agreement or Retail Finance Contract, Acura requires the originals with wet signature to be couriered to AFS as per the normal process.
  • ID verification is still required. Dealership remains responsible for confirming identification.

 

 

Section 4:  Service Department

 

General Precautions:

  • Car Wash and vacuum upon completion of service work is temporarily suspended.
  • Shuttle service within Richmond area is temporarily suspended. See courtesy car details below (if applicable)
  • Employees and Managers will provide a copy of the OpenRoad Auto Group COVID-19 Safe Work Procedures to customers seeking information of measures implemented within the dealership

 

Service Drop-off:

  • Upon completion of appointments taken over the phone, email and online appointments, customer receive a confirmation email (attached)
  • Upon arrival, envelopes are prepared for customer to complete and sign.
  • There is a drop off station set up for customers to fill in forms and leave keys. Then the customer keys are placed in Ziploc Bags.
  • If the customer requests to speak face-to-face with a Service Advisor, social distancing is strictly enforced with plexiglass installed at each workstation.
  • Valet/technician must wear gloves and mask before getting into a customer’s vehicle.
  • Five-point protection covers ae installed in every service customer car.
  • Employee will disinfect high touch surfaces such as door handles, steering wheels, gear knobs/selectors, seat adjusters, and seatbelts, wherever possible. Steering wheel covers are on order and will be implemented once they arrive.
  • Service Advisors to contact customer by phone/email/text to confirm RO details and required services, repairs and diagnosis.

 

Service Technician Shop Precautions:

  • Once a vehicle is in the shop, the Technician will use gloves and a mask to ensure proper protection.
  • Technicians must dispose gloves and wash hands after interacting with each vehicle.
  • Should a road test be required, only the Technician working on the vehicle is allowed to drive that vehicle. The customer is not allowed in the vehicle.
  • Technicians are expected to wash or sanitize their hands before and after handling shared tools and equipment and it is recommended that they wear gloves

 

Delivery (Customer pick up after service):

  • Technician sanitizes vehicle by wiping down the touched areas upon completion of work and park on service parking spots
  • Service Advisor communicates with customer by phone call or text message upon completion of work and vehicle is ready for pick up. Also offers to email both invoice and MPI if possible
  • Service Advisor explains the invoice and Multi- Point Inspection result over the phone
  • Customers are encouraged to use Mobile payment. However, customers are allowed to pay by credit/debit – encouraged to use tap payment over pin pad use. Cash payment from customers is still accepted but credit/debit is preferred

 

Courtesy Car:

  • Low-rate rental is temporarily not available. Third party rental can be arranged (customer to pay) if requested.
  • When issuing a courtesy car, the Service Valet or Advisor will explain to the customer that under the Protection Against Liability (COVID-19) order (http://www.bclaws.ca/civix/document/id/mo/mo/2020_m094.) the Company is not liable for any damages, resulting directly or indirectly from the customer being or likely being infected with or exposed to SARS-CoV-2 as a result of the person’s operating (Section 3(1))

 

 

 

Section 5: Parts Department

General Precautions:

  • Only Parts employees are allowed to enter Parts department. Any request is to be made at the parts counter behind the plexiglass.
  • For FOB battery replacement, the Parts representative must wear gloves during the process and wash hands when done.
  • Technician counter: the Technician must stay behind yellow line until the Parts representative places the parts on counter and has returned to their workstation.
  • The Shipper must observe hand- washing and sanitizing protocol after contact with any item delivered from an outside source.

 

The Parts Driver

  • Must not accept cash payment.
  • Must observe hand-washing or sanitizing protocol upon pick-ups.
  • Must observe social distancing and minimize interactions with customers.
  • Only the Parts driver is allowed in the van at any time

 

 

 

Section 6: Reception Area or Offices

General Precautions:

  • Where possible, the Company has offered remote work options for employees who are not required to be in attendance in the office and/or at the dealership.
  • Before and after using the photocopier, staff must sanitize their hands

 

Meetings

  • We must be especially vigilant in shared settings – such as boardrooms – to maintain social distancing
  • Any team meetings may be held in the boardroom as long as physical distancing guidelines can be maintained or outside (weather permitting). Masks are required for in-person meetings even with social distancing.  Where it is not possible to comply with physical distances guidelines, all or some attendees will be offered the option to attend virtually
  • Whenever possible, meetings held over telephone or video conference are recommended over in-person meetings.

 

Reception Area

  • Since staff must share the reception area, the Receptionist is cleaning frequently touched surfaces (e.g. the computer keyboard and mouse, desk surface, and telephone).
  • Plexi-glass has been installed in the reception area

 

 

 

[1] For the most recent definition of “high-risk close contact”, please refer to he BC Centre for Disease Control at  http://www.bccdc.ca/health-professionals/clinical-resources/case-definitions/covid-19-(novel-coronavirus)/covid-19-(novel-coronavirus)