Best Practices – High Value Items & PVO Responsibilities

This overview highlights the proper steps for Professional Van Operators (PVOs) when a mattress cannot make a turn during a move.

Best Practices:

• Alert the Member: Immediately notify the member if the mattress cannot fit through the doorway or hallway.

• Offer Options: Suggest potential solutions and stress the importance of keeping your office informed.

• Inform the Agent: Contact the agent and ensure they reach out to Atlas Canada Operations or Government & Corporate Services. Confirm that the Member Coordinator (MC) is aware.

• Document Consent: If the member agrees to fold or bend the mattress, record it on the inventory or High Value Inventory Sheet and obtain their signature.

• Check High Value Inventory: If no sheet exists, have Atlas Canada confirm the potential replacement cost to prevent PVO liability.

• Compliance & Protection: Follow up with the official decision to avoid non-compliance penalties or claims. Always ask: “Have I protected myself and my Agent from guaranteed chargebacks?”

Key Principle:
“Prompt communication, thorough documentation, and adherence to official guidance protect the member, the Agent, and the PVO from liability and claims.”