NVMS Frequently Asked Questions
General and
Profile Information
1. What types of services does NVMS request?
2. How do I get work from NVMS?
3. What information and forms does NVMS need in order for me to
receive work?
4. How can I order locks, lockboxes, or other supplies that I need?
5. Can I get work in other states or areas that are not in my
immediate coverage area?
6. How do I update my address or billing information on the
website?
7. How do I update my coverage area on the website?
8. How do I set up “contractors” to work for me under my Vendor
Code?
Contacting NVMS
1. Who is my contact at NVMS and when is he/she available?
2. What are NVMS hours of operation?
3.
Whom do I contact for accounting-related
questions?
Scheduling
Questions
1. Where are the instructions for each order?
2. What are the different types of scheduling/contact requirements?
3. What should I do if the contact person asks me to go to an
address other than what is on the order?
4. How, why and where do I update my Open Orders?
5. What are the “NVMS Daily Order Reminders”?
Onsite Procedures
1. What should I do if I cannot find a property?
2. What photos are required for each type of order?
3. What should I do if the contact person is a “no show” for my
appointment?
Reporting
Questions
1. What should I do if I receive a cancellation notice on an order
that I have already completed?
2. What do I do if I cannot get my photos to upload to the site?
Accounting-Related
Questions
1. How do I know how much I will be paid for an order?
2. When can I expect to be paid for completed jobs?
3. When will I receive my 1099?
Back to Top >>
General and Profile
Information
What types of services does
NVMS request?
NVMS is continually adding clients, and expanding the types of
services we provide to those clients. There are five main service “categories” that
we routinely request. They are as follows:
Site Visits
NVMS requests various site visits
on both Commercial and Residential properties. Some requests require that an
appointment be made, some are “appointment attempt,” and on others, you are
asked to go “unannounced.” Some of the common site visits include:
Merchant Site Inspection
|
Agent
Verification
|
Terminal Verification
|
Occupancy
Verification
|
Mystery Shopper
|
ATM
Verification
|
Delinquency Letter Delivery
|
Merchant
Site Inspection (Guaranteed-Delivery)*
|
Drive-by Exterior Photos
|
Commercial
Property Inspection
|
*Guaranteed-Delivery Site
Inspections MUST be completed and delivered by the due date. If not, they are
delivered at no charge to the client, and no pay to the Field Rep.
Back to Top >>
Mobile Home
Inspections and Securing
When a mobile home goes into
repossession, NVMS is asked to have a Field Rep perform various services to
assist the client in ensuring that the home is vacant as well as properly
secured. We also provide Condition Reports of the home, bids to “trash out”
and/or board-up homes. Some of the common services requested are as follows:
Lock Change
|
Re-Inspection
|
Eviction / Lock out
|
Interior / Exterior
Trash-out and Bids
|
Condition Report
|
Additional Site Work
|
MH Basic Inspection
|
MH Winterization
|
Back to Top >>
Single Family
Homes Going to Auction
Once a home goes into
foreclosure, banks and auction companies ask NVMS to provide a number of
services to ensure that the home is vacant, secure, and provide detailed
Property Condition Reports. Many of the homes go to auction, and in those
cases, we have Field Reps place signs and posters to advertise the upcoming
auction, as well as various visits to confirm that the property is secure and
accessible as the auction dates come up. Some of the common services are as
follows:
Lock Change / Lockbox
|
Property Condition
Report (PCR)
|
Vacant Lot Photos
|
Recurring Property
Checks
|
Sign Placement
|
Sign Checks
|
Public Notice Placement
|
Sign Removal
|
Back to Top >>
Preservation
Work and Property Maintenance
NVMS provides services to a
number of asset management companies and banks to help ensure vacant homes are
being properly maintained. Many of these services must be done by Field Reps
who carry adequate General Liability and Errors & Omissions Insurance,
while others only require that the Field Rep be properly equipped and
qualified. Some of the common services associated with preservation and
maintenance orders are as follows:
Lock Change / Rekey
|
Initial
Lawn Care
|
Interior/Exterior Trash-out
|
Bi-Weekly
Lawn Maintenance
|
Maid Service
|
Initial
and Ongoing Pool Maintenance
|
Snow Removal
|
Winterization
|
Mold Remediation
|
Bid
Request (Property or Issue Specific)
|
Back to Top >>
Quality Control
Inspections
Several large lending
institutions have asked NVMS to use its network of professional and qualified
Field Representatives to inspect and report on vacant homes to ensure they are
being properly secured and maintained by other companies. Some of the common
services associated with Quality Control Inspections are as follows:
Initial Inspection
|
Routine Inspection
|
Redemption Inspection
|
|
Back to Top >>
How do I get work from NVMS?
NVMS has a network of over 34,000
Field Reps, and it is continually growing. We have a corporate philosophy of
building strong relationships with Reps who provide the best service,
responsiveness, and reliability. At the same time, we want double and triple
coverage in all areas, so that we can provide the best possible service and
turnaround for our clients. Once you register on our website, please be patient.
Your Regional Support Team will contact you if we have a need for support/help
in your area. There is no need to call our main office, as, based on the way
the work is assigned, we will contact you when there is a need for new Reps in
your area.
Back to Top >>
What
information and forms does NVMS need in order for me to receive work?
In order to receive any orders
from NVMS, you should ensure that you are fully registered on the site, making
sure we have all contact information, as well as a signed “Confirmation of
Services,” a signed “Independent Contractor Agreement” and a signed “W9” on
file. If you have not received blank copies to review and sign, send an email
to your NVMS Contact (listed on your homepage). For any work orders that
require licensing, driving records, and/or insurance, you must make sure we
have a current copy of all applicable documents in order to receive work orders
for those types of services.
Back to Top >>
Can I
get work in other states or areas that are not in my immediate coverage area?
NVMS does allow certain Field
Reps to accept work in locations outside their immediate coverage area, but
only with conditions. That is, we have found that in order to get the best
possible service, we prefer to deal as closely as possible with the person
performing the work (rather than having work orders subbed out from one Rep to
another). However, once a Rep has proven to be reliable, and has built a
history of good service and responsiveness, NVMS will allow then to expand into
other territories. When that is done, we do require that individual accounts
(Vendor Codes) are established for each location. This will allow three
important things:
1) Your NVMS Regional Support
Team can properly manage the work distribution, considering other local Reps in
the area.
2) We need a direct/local physical (shipping) address for certain orders that
might require NVMS or the client to ship supplies to the local Rep.
3) It will allow you to manage that account, but maintain your own local
billing address for checks, mailing, and tax documentation purposes.
If you are interested in expanding your coverage area to include areas that
would involve other Reps/subcontractors doing work for you, please be sure to
contact your NVMS Regional Support Team for proper authorization.
Back to Top >>
How do
I update my address or billing information on the website?
From your NVMS Homepage, there
are two options:
1) Click on “Quick Profile Update,”
which is a link right under the information for your NVMS Contact. Then click
on the “Edit Your Information” button, which will bring you to a screen where
you can update any of your contact and/or billing information.
2) From the top menu, click on “Rep Maintenance”, and then “Maintain My Account”,
which will bring you to a screen where you can update any of your contact
and/or billing information.*
*Note: Vendors can only change
their billing address. In order for a vendor to change his/her physical address,
he/she must contact their Regional Support Team.
Back to Top >>
How do
I update my coverage area on the website?
From your NVMS Homepage, there
are two options:
1) Click on “Quick Profile Update,”
which is a link right under the information for your NVMS Contact. Then click
on the “Edit Your Coverage Area” button. This will open a pop-up window, which
displays a list of your current zip codes. On that tab, you can select and “delete”
one or more zip codes. If you want to add more zip codes, click on the “Add
Zips” tab. On that screen, you can upload new zip codes from a file or add them
individually, in a range, or by county.
2) Click on “Rep Maintenance” and then “Set Zip Areas.” This will open a pop-up
window, which displays a list of your current zip codes. On that tab, you can
select and “delete” one or more zip codes. If you want to add more zip codes,
click on the “Add Zips” tab. On that screen, you can upload new zip codes from
a file or add them individually, in a range, or by county.
Back to Top >>
How do
I set up “contractors” to work for me under my Vendor Code?
From your NVMS Homepage, on the
top menu, click “Rep Maintenance” and then “Contractors.” That will open a
pop-up window to show your current contractors. If you want to add or edit a
contractor, click on the “Add/Edit Contractor” tab. From here, you fill in all
applicable information, and then hit “Save.” Once you have a new contractor,
you are able to assign individual jobs to them, so that when they login as
their own User, they will only see and access those orders that are assigned to
them.
Back to Top >>
Contacting NVMS
Who is my contact at NVMS and
when is he/she available?
Every NVMS Rep has an assigned “Regional
Support Team.” The assignments are managed on a statewide basis, which has
proven to be an effective model, as it allows the NVMS Regional Support Team to
build a rapport with all Reps in any given area. You can find your Regional
Support Team and their contact information on your NVMS Homepage. NVMS, Inc. expects
the Field Representative to maintain good contact with the assigned Vendor
Regional Support Team and any other appropriate agent of NVMS, Inc., providing
necessary updates and scheduling information pertaining to any assigned work
order. Communicating methods with NVMS, Inc. should go in the following order
unless the reason for contact is considered an emergency: 1) job note, 2)
email, 3) phone call. If you are out in the field or on site at an inspection
needing immediate attention, please call.
Back to Top >>
What
are NVMS hours of operation?
The NVMS corporate headquarters
is based in Manassas, Virginia, and there is staff in the office between 8:00am
and 7:00pm (Eastern Time) Monday through Friday. Your Regional Support Team
will typically work 8:00am to 5:00pm, 9:00am to 6:00pm, or 10:00am to 7:00pm
(depending on its schedule). The NVMS website, which is our primary tool for
order management, communication, and reporting, is, of course, active and
accessible 24/7.
Back to Top >>
Whom do
I contact for accounting-related questions?
All of your correspondence with
NVMS should be with your Regional Support Team. NVMS does have an Accounting
department, but they are not set-up to handle daily phone call and email
volume. As our payment schedule and procedures are standardized, your Regional
Support Team should be able to get any answers and/or information that you
need.
Back to Top >>
Scheduling
Questions
Where are the instructions for
each order?
Every order should include a full
set of instructions/requirements determined by the client. Each type of order
has default guidelines (aka, Service Procedures) attached to the order. If the
client has additional requirements that are specific to the order, they are
listed on the order email, as well as on the top of the report template.
You should treat every order as if it were your first one. Print, read, and
follow all of the default Service Procedures and order-specific instructions.
You should always bring the printed report form to the site with you, so that
you can properly represent the client who requested the order, as well as
ensure that you collect all necessary information.
Any job that is submitted with inadequate information and/or inadequate photos
may be returned to you for proper completion, and/or may result in your fee for
the job being reduced. We want all of our orders to go as quickly and as
smoothly as possible, and we want you to receive the highest possible fee for
the job, so be sure to always follow the instructions entirely.
Back to Top >>
What
are the different types of scheduling/contact requirements?
Appointment
Mandatory – Many of the site visits
that are requested (typically on commercial properties) require that you
contact someone prior to going to the site, and you have a confirmed
appointment. In these cases, you should make your first attempt to contact and
schedule on the same day you receive the order from NVMS. If you are unable to
make contact, be sure to leave a message with your name and phone number for
the contact person. If they have not called you back by the next business day,
you should call again, and again on the third. If you are unable to make
contact by the end of the third business day, notify your NVMS Regional Support
Team by sending a Job Note detailing your attempts to schedule (this should be
done at the end of the second business day for “rush” orders).
Appointment Attempt - this
means that the client is asking that the Field Rep call ahead to schedule with
the contact person (if contact is made). If by after the second attempt (on the
second business day) contact is still not made, the Field Rep is able to
proceed “unannounced” during normal business hours to attempt to complete the
requested site visit.
Unannounced – this
indicates that the client does not want the Field Rep making any contact to
schedule this site visit. It is recommended that the Field Rep perform due
diligence to try to go during normal business hours for that site (e.g., if the
order is to visit a pizzeria, you should plan to go to the site mid-day or
later in the day, as they may not be open for “breakfast” hours). You may even
want to make an anonymous phone call to confirm their location and hours of
operation, so that you do not make a wasted trip to the site.
Back to Top >>
What should
I do if the contact person asks me to go to an address other than what is on
the order?
Certain orders for NVMS require
that you make an appointment in order to visit the site. In these cases, be
sure the appointment date and time is clear and confirmed with the appropriate
contact person. You should always confirm the address of the site visit. If
they request you go to a location that is not the same as the address on the
order, do not proceed until your NVMS Regional Support Team has gotten the
necessary authorization for you to go to a different address.
Back to Top >>
How,
why and where do I update my Open Orders?
It is important that your Regional
Support Team know the status of your open orders. While we know your time is
valuable, and we don't expect you to spend hours a day typing updates into your
open orders, we do expect you to update the order when you are making attempts
to call and schedule orders that require an appointment, or make your Regional
Support Team aware of any atypical situation for any open order. You should
always do that by submitting a Job Note on the appropriate order.
To do this, you start by clicking on the “Open Orders” link under the Quick
Links on your Dashboard. That will bring you to a screen listing all of your
open orders. From there, you can click on the icon under the “Notes” column if
you want to read any existing notes. In order to submit a new note, click on
the icon under the “Order” column, which will open the detail for that
particular order. Once the order detail is open, click on the “Note” button
(near the top of the screen), where you can type a quick note, and hit “Send
Note” to update your Regional Support Team. That note will not be permanently
tied to that order.
Back to Top >>
What
are the “NVMS Daily Order Reminders”?
The NVMS website automatically
sends reminders emails to Reps every morning at about 8:00am (Eastern Time) to
make them aware of open orders that may need their attention. This saves the Regional
Support Team from having to make daily “reminder” phone calls to hundreds of
Reps, and it helps the Field Rep quickly see what orders need updating. The
Daily Reminder email typically brings attention to any of the following issues:
Unaccepted Orders – these would be
any open orders that have been assigned to you for 2 or more business days, but
you have not yet “accepted” or “declined” the order. Quick action is expected,
so that we know what orders you can, or cannot, complete for us.
Orders Due Tomorrow – these make
you aware of any orders that are open but have a Due Date set for the next
business day. Keep in mind that on Fridays, the database calculates “tomorrow”
as the following Monday.
Orders Due Today – this is also a
reminder of open orders, but those that have a Due Date of that same day.
Late orders – this is to make you
aware of any orders that are still open, but the Due Date has passed.
Need Info – this is to make you
aware of open orders that you have previously submitted for QA Review, but the
order was kicked back with questions. This may be a result of inadequate photos
or reporting, or simply a needed clarification, but these should be acted on
immediately so as not cause the job to be further delayed.
Back to Top >>
Onsite
Procedures
What should I do if I cannot
find a property?
You should always confirm the
address and location of any property before you attempt to find it. If you have
an order that involves contact with a merchant, agent, etc., always confirm the
address and location with the contact person before you visit the site. If you
have an order that does not include any contact, try to map the address with
the mapping program/device that you typically use. We typically try the
following programs:
Google Maps
MapQuest
USPS
If you are still unable to
confirm the address, notify your NVMS Regional Support Team by sending a Job
Note, so that they can try to get additional information from the client.
If you are able to get an address to map, but once you get to the area, you are
not able to find it, you may try contacting the local Post Office. If that is
not practical, try calling your NVMS Regional Support Team from the area, to
see if they can get any additional location information from the client. If
that is not possible, take a photo of local street signs and/or landmarks to
show where you went, and later upload those to the order, and send a Job Note
to your Regional Support Team so that they can request the appropriate Trip
Charge (if applicable to that client).
Back to Top >>
What
photos are required for each type of order?
Virtually every order for NVMS
requires photos. As a rule: the more the better! Every order has attached
Service Procedures, which should list the “Required Photos” for that particular
order. You may also see additional photos required by the client on the report
form and/or in the order email.
All photos should be digital, taken on medium resolution (unless requested
otherwise on the order) and 640x480 in size. If the photos you take are too
large (file size), the website will automatically resize them as they are
uploaded. If the photos you take are too small, you may be required to re-take
them. If too few, or inadequate, photos are submitted with an order, and we are
unable to deliver the order to the client, you may be required to return to the
property to get additional/better photos. For that reason, always be sure to
take more than enough!
Back to Top >>
What
should I do if the contact person is a “no show” for my appointment?
Certain orders for NVMS require
that you make an appointment in order to visit the site. In these cases, be
sure the appointment date and time is clear and confirmed with the appropriate
contact person. You should always confirm the address of the site visit (if
they request that you go to a location that is not the same as the address on
the order, do not proceed until your NVMS Regional Support Team has gotten the
necessary authorization for you to go to a different address).
If you arrive at a confirmed appointment, and the contact person is not there,
you should try to contact them again from the site. If you are unable to get
hold of them, you are expected to wait at least 15 minutes after the
agreed-upon time. For example, if you agree to meet the contact between 12:00
and 12:30pm, but you arrive at 12:00 and they are not there, you are expected
to wait until at least 12:45 before leaving (i.e., 15 minutes after the end of
the timeframe).
If the contact person does not arrive, be sure to take exterior photos to show
your attempt to complete the site visit. Upload those photos to the order, and
send a Job Note to your Regional Support Team explaining what happened. If the
contact is a “no show” for a confirmed appointment, most clients will approve
paying a $20 Trip Charge.
Back to Top >>
Reporting
Questions
What should I do if I receive a
cancellation notice on an order that I have already completed?
Many clients will cancel orders
with little or no notice, which is another good reason why you should always
update your orders, indicating the date and time you have them scheduled to be
completed. If you receive a Cancellation Notice for a job that you have already
completed, you must notify your NVMS Regional Support Team as soon as possible
through a Job Note or urgent email. In most cases, if the client is made aware
quickly, they will approve re-opening the order so that you can upload the
report and photos for full payment. Quick action is essential, as many clients
will not approve re-opening (or paying for) an order if we do not make them
aware within 12 to 24 hours.
Back to Top >>
What do
I do if I cannot get my photos to upload to the site?
Every Field Rep is expected to
upload each order’s required photos directly to the website for proper
submission to QA. Each order has a limit on how many photos can be uploaded (to
prevent someone from accidentally uploading huge files).
If for any reason you are not able to upload the photos properly to the order,
you can email them to the site. In order to email photos to the site directly,
the photos must be jpeg attachments, and the Subject line of the email must be
formatted as follows:
[#NVMS: “six-digit job number”]
for example, [#NVMS: 123456]
Once you send the email, you will get a response from the website if the photos
were successfully uploaded.
Back to Top >>
Accounting-Related
Questions
How do I know how much I will
be paid for an order?
Each order is paid on one of
three possible ways:
1) Flat fee – the price is set,
and you are paid in full as long as all reporting and photograph requirements
are met.
2) Bonus structure – there is a base fee, but you are able to earn a “bonus” on
the order based on your turnaround time. For example, a Property Condition
Report may have a base fee of $40, but if you are able to get the job done and
uploaded before the due date, you can earn an additional $60 bonus.
3) Allowable or Bid – many preservation type orders have an allowable, meaning
if you are able to complete the entire order for the amount pre-approved by the
client, you should proceed. If you are not able to complete the order for
within the allowable, you take photos and submit a bid.
There is a standard Fee Schedule that shows the typical fees for our most
commonly requested Services. However, every order email should display the fee
for the order, so that you are aware before you accept the order.
Back to Top >>
When
can I expect to be paid for completed jobs?
Checks for work performed are cut and mailed weekly.
All jobs delivered to NVMS’s client in one week (Monday to Sunday) are paid on the eighth (8th) Monday following the end of that pay period
(e.g., all orders invoiced between the first Monday in July and the following Sunday, are paid on the first Monday in September).
Back to Top >>
When will I receive my 1099?
NVMS issues 1099's by February 15
of each year, for payments made the previous year. “1099s” are only issued to
Field Reps who were paid $600 or more in the previous calendar year. NVMS does
not issue 1099's to Field Reps who are incorporated.
Back to Top >>