Attachment 02 - DLC Warehousing SOP JAN 2024.pdf

VA DENVER LOGISTICS CENTER (DLC)

STANDARD OPERATING

PROCEDURES

DISTRIBUTION MANAGEMENT SECTION

VERSION 3.0

Date of last review:

1/22/2024

5 5 5 C O R P O R A T E C I R C L E G O L D E N , C O 8 0 4 0 1

Table of Contents

RECEIVING PROCEDURES ________________________________________________________________________ 3

RESPONSIBILITIES: ______________________________________________________________________________ 3 PROCEDURES FOR INCOMING DELIVERY TRUCKS: __________________________________________________________ 3 PROCEDURES FOR RECEIVING RECEIPTS: ________________________________________________________________ 4 PROCEDURES FOR STOCKING RECEIVED ITEMS: __________________________________________________________ 11 PROCEDURES FOR STOCK ITEMS THAT NEED WARRANTY DATES: ________________________________________________ 11 DISCREPANCY REPORT PROCEDURES: _________________________________________________________________ 12

AUTO-BAGGER PROCEDURES ___________________________________________________________________ 12

RESPONSIBILITIES: _____________________________________________________________________________ 12 DOWNLOADING AUTO-BAGGER ORDERS: ______________________________________________________________ 12 REPROCESSING AUTO-BAGGER ORDERS: _______________________________________________________________ 13

MAIL AND AUTO RETURN PROCESS (ARR) PROCEDURES _____________________________________________ 23

RESPONSIBILITIES: _____________________________________________________________________________ 23 INCOMING FEDEX: ____________________________________________________________________________ 23

PROCESSING USPS MAIL: ________________________________________________________________________ 23 HEARING –AID CONSOLIDATION: ___________________________________________________________________ 24 METERING OUTGOING MAIL AND FOREIGN ADDRESSES: ____________________________________________________ 25 Auto return Process(ARR): ___________________________________________________________________ 25

PULLING PROCEDURES _________________________________________________________________________ 27

RESPONSIBILITIES: _____________________________________________________________________________ 27 PULLING ORDERS: _____________________________________________________________________________ 27 PULLING STATION STOCK ORDERS:___________________________________________________________________ 27 PULLING CONTINUOUS ELIGIBLE ORDERS: ______________________________________________________________ 27

Accessories: _____________________________________________________________________________ 28 ALD’s, AD’s and Orthotics, and Prosthetic Socks: ________________________________________________ 28 Batteries: _______________________________________________________________________________ 28

PULLING AUTO-BAGGER BATTERIES AND ACCESSORIES: _____________________________________________________ 28

Quality Assurance / Quality Control: ______________________________________________________ 29

UPS AND PACKING PROCEDURES ________________________________________________________________ 30

RESPONSIBILITIES: _____________________________________________________________________________ 30 PACKING AND SHIPPING: _________________________________________________________________________ 30 PACKING AND SHIPPING STATION STOCK ORDERS: ________________________________________________________ 30 PACKING AND SHIPPING NOT OR CONTINUOUS ELIGIBLE ORDERS: ______________________________________________ 32

Accessories, ALD’s, AD’s, Prosthetic Socks and Orthotic Softgoods: _________________________________ 32 Batteries: _______________________________________________________________________________ 32

SHIPPING NOT CONTINUOUS OR CONTINUOUS ELIGIBLE ORDERS VIA UPS: ________________________________________ 33 PACKING AND SHIPPING STATION STOCK AND NOT OR CONTINUOUS ELIGIBLE FOREIGN ORDERS: _________________________ 34

TELEHEALTH PROCEDURES: _____________________________________________________________________ 35

SUMMARY OF CHANGES_______________________________________________________________________ 51 file://///vaww.portal.va.gov@SSL/DavWWWRoot/sites/DALC/Logistics/Standard%20Operating%20Procedures/Telehealth%20SOPs.pdf file://///vaww.portal.va.gov@SSL/DavWWWRoot/sites/DALC/Logistics/Standard%20Operating%20Procedures/Telehealth%20SOPs.pdf

Receiving Procedures

Incoming Delivery Trucks:

• At least one warehouse employee needs to stand-by any trucks that is actively off-loading freight of any kind.

• Warehouse personnel can enter the delivery truck to assist the driver with unloading, when directed by their first line leader.

• Warehouse employee needs to inspect all pallets and parcels for damage.

• DO NOT SIGN the Bill of Lading (BOL) until exterior check for damage is completed.

• NOTE any damage details on BOL. If no external damage is found, write: “FREIGHT

ACCEPTED SUBJECT TO INSPECTION.” This covers any damage found after the truck has left. Report any damage you find immediately. Photos are required of any damage. Do not receive anything until a supervisor or lead clears it.

• Have the DRIVER confirm and SIGN OFF with SIGNATURE. Driver will have a

CLAIM number if they contact their dispatcher.

• All items should be received within 72 hours of delivery.

• All stocking should be completed same day as receiving.

If the product is damaged, contact the respective commodity manager (Logistics Management

Specialist) in the Inventory Management Branch for further guidance.

UPS and Fed-Ex Trucks:

• Warehouse employee needs to inspect all pallets and parcels for damage.

• Identify packages and separate them using the following stratification guidelines:

- Next Day Air / Ground / Three Day Select / Lab / Receiving / RMAs

• Use the conveyor roller belt to unload product boxes if applicable.

• Sort and stack accordingly:

o Receiving Purchase Orders – Cart; use pallet only as needed.

o Hearing Aid Lab – Cart o Return Service (RS) – Pallets o Three Day Select (Return to Sender) – Cart o Return to Sender (Receiving) – Cart

• Sign for all packages.

Deliver packages to correct departments:

• Receiving Purchase Orders (PO) (Start with D): Warehouse Receiving Area o Orders starting with a “D” are inventory receiving orders that are associated with warehouse commodities.

o GPC (Government Purchase Card) orders. These orders need to be delivered to the respective GPC holder to be fully processed. Warehouse can no longer receive items.

• Current card holders are Brigit Amos, Kristen Walker, Anthony Hernandez and Pamela Kennett.

• Hearing Aid Lab Orders (Starts with C): Deliver to Lab once sorted

• Return Service (Labeled RS): Break Down Area

• Three Day Select (Return to Sender) shows on label: TeleHealth Support Area.

**If a shipment is missing a clear POC, PO number, or delivery location, double-check with your leadership. GPC orders and vendor commodity sample submissions don’t always have proper labeling and require research to find the shipment recipient.**

Pallet/Freight Deliveries:

• When we get a full pallet of cases (1 product/pallet) move this shipment immediately out of the dock area and into the designated receiving area.

Receiving Paperwork:

• Keep all paperwork together in one combined digitally scanned file:

o Packing List / Manifest o Bill of Lading

• Write the PO# on each document if it is not already printed on it. All paperwork to be scanned in with Receiving Report.

Product:

• Sort the individual boxes that come in.

• Consolidate multiple boxes under ONE PO#

• Process one PO# AT A TIME to avoid mixing product from another PO#

Steps for processing a Purchasing Order (PO):

1. Print the PO Display and match all product listed on the Packing List, Bill of Lading with the contents shipped.

2. Open EACH case to confirm the quantity and exact nomenclature of each line item using the part number as the reference. DO NOT rely on “Shipper Integrity” for any shipment.

3. Circle the quantity if correct. Make a note if there is an error with the PO paperwork.

This note should be referenced when searching of missing product in other boxes. If the missing product cannot be found, this note substantiates a discrepancy report.

4. Make a check mark next to the part number if it is correct. Make note if a PO paperwork error is found.

5. Shift Team Leaders are responsible for all second counts. The frequency of second counts is the Team Leaders discretion (complex orders, random checks, ad hoc queries, etc.)

6. Tape “Inspection” and write the quantity on the box.

7. Receive each line item in VISTA IFCAP (Veteran’s Information Systems and

Technology Architecture, Integrated Funds Control Distribution, Accounting Activity &

Procurement).

8. Print Receiving Report

9. Scan Receiving Report, Packing List, PO, and BOL (If there is one) with Receiver on the top.

10. If a discrepancy is found, all information shall be listed under the warehouse section of the Master Discrepancy Spreadsheet. Include any extra information that does not have a place on the spreadsheet, to utilize the comments section and follow-up with logistics if further clarification is needed.

11. Print labels and attach to product. DO NOT print labels until all physically received product on the PO has been digitally received in VISTA.

12. Place labeled product on rack/cart in line-item order for QA. Leave stapled paperwork with this finished product.

13. Shift Team Leaders are responsible for the accuracy, timeliness, and neatness of all stocking activities.

14. Procedures for items that are receiving homing procedures.

For any additional questions, the SAWTST Trainer is our point of contact for any questions pertaining to standards, training, and protocol.

Procedures VISTA

VISTA LOG IN SCREEN

ACCESS CODE: ******

VERIFY CODE: ***********

Press 'RETURN' to continue, '^' to stop:

IFCAP Warehouse Menu ...

Select Warehouse User Menu Option: IF IFCAP Warehouse Menu

DIS Purchase Order Display

PRT Print Receiving Report

CRD WHSE Receiving Cards

ID Item Display

REC Receipt of Purchase Order

Select IFCAP Warehouse Menu Option: RE Receipt of Purchase Order

Select STATION NUMBER ('^' TO EXIT): 791// ENTER DENVER (DALC)

PURCHASE ORDER: D90300 ENTER 791-D90300 10-30-18 ST Ordered and Obligated

FCP: 3050 $ 204.00

PA/PPM/AUTHORIZED BUYER: (SUPPLY TECH)

REVIEW PURCHASE ORDER? NO//ENTER (NO)

DATE RECEIVED: TODAY// ENTER (TODAYS DATE WILL FILL IN)

LINE ITEM: A ALWAYS ENTER A FOR ALL (YOU WILL GET THE FIRST OPEN

LINE OF THE PO)

Item: 1 ERHK CP1000 SMALL

STK#: Z544866 NSN: 6515-AC-BOD-30842

ERHK CP1000 SMALL

EAR HOOK

UNIT OF PRCH: PG QTY ORDERED: 1 PREVIOUSLY RECEIVED: 0

QTY BEING RECEIVED:1 ENTER AMOUNT: 25.5

Item: 2 REMOTE CONTROL CR310

STK#: Z569903 NSN: 6515-AC-BOD-31088

REMOTE CONTROL CR310

REMOTE CONTROL

UNIT OF PRCH: EA QTY ORDERED: 2 PREVIOUSLY RECEIVED: 0

QTY BEING RECEIVED: 2 ENTER AMOUNT: 178.5

LINE ITEM: WHEN THIS COMES UP WITHOUT A LINE ITEM NUMBER IT INDICATES THERE ARE NO MORE OPEN LINES (EXCEPT THOSE SKIPPED DUE TO LACK OF PRODUCT FULFULLMENT) JUST HIT ENTER TO

GET TO THE NEXT PAGE:

THE FOLLOWING IS YOUR OPPORTUNITY TO PROOFREAD YOUR ENTRIES – YOUR LAST OPPORTUNITY

FOR CORRECTIONS

PURCHASE ORDER: 791-D90300 STATUS: Ordered and Obligated

PROCESSING: INVOICE/RECEIVING REPORT PARTIAL: 1 11/1/2018

UNIT QTY TOTAL

ITEM DESCRIPTION QTY UNIT COST REC COST

1 ERHK CP1000 SMALL 1 PG 25.50 1 25.50

EAR HOOK

IMF #: 18481 CONTRACT: VA791-16-D-0012

2 REMOTE CONTROL CR310 2 EA 89.25 2 178.50

REMOTE CONTROL

IMF #: 18600 CONTRACT: VA791-16-D-0012

Total Amount: 204.00 Approve this receiving report ? YES// ENTER IF YES (IF YOU SEE AN ERROR TYPE IN N)

YOU WILL BE GIVEN THE PROMPTS TO EDIT

Enter ELECTRONIC SIGNATURE CODE: TYPE IN YOUR SIGNATURE CODE AND HIT ENTER Thank you.

PRODUCT WILL BE ‘PULLED’ FROM OUR INVENTORY HERE AND SOMETIMES IT TAKES A LITTLE BIT

BEFORE YOU ARE PROMPTED TO PRINT:

QUEUE ON DEVICE: REC1 YOU WANT PRINTER REC1 RECEIVING PRINTER WAREHOUSE

Requested Start Time: NOW// ENTER (NOV 01, 2018@06:41:15) Do you want to print an additional copy? NO//

SCAN:

AFTER YOU HAVE PRINTED THE RECEIVING REPORT REMOVE ANY BLANK PAGES, AND PLACE THE PACKING LIST AND ANY WORK SHEET YOU USED FOR VERIFICATION IN THIS ORDER FROM FIRST TO LAST PAGE: RECEIVING REPORT; THE PACKING LIST; YOUR WORK SHEET (DISPLAY); THEN ANY

BOL/SHIPPING DOCUMENTS - IF YOU HAVE THEM

SCAN THESE TO THE APPROPRIATE FOLDER. LABEL THE SCANNED DOCUMENT IN THIS FORMAT:

EXAMPLE: COCHLEAR – D90300

NEXT WE LABEL:

PRINT LABELS:

DIS Purchase Order Display PRT Print Receiving Report CRD WHSE Receiving Cards ID Item Display REC Receipt of Purchase Order Select IFCAP Warehouse Menu Option: CRD ENTER WHSE Receiving Cards Select STATION NUMBER ('^' TO EXIT): 791// ENTER DENVER (DALC) PURCHASE ORDER: 791-D90300 ENTER 10-30-18 ST Complete Order Received

FCP: 3050 $ 204.00

VENDOR: COCHLEAR AMERICAS

TOTAL COST: 25.5 CONTRACT/BOA #: VA791-16-D-0012

FEDERAL SUPPLY CLASSIFICATION: 6515 DESCRIPTION LINE COUNT: 2

Enter RETURN to continue or '^' to exit: ENTER THROUGH UNTIL YOU SEE:

Is this the one you want? Yes// ENTER YES Enter Date On Label: TODAY// ENTER (TODAY’S DATE) There are 2 line items.

Do you want 1 card for all line items?

Select one of the following:

S Select A All (1 card each) TYPICALLY WE USE ALL BUT OFTEN UTILIZE THE SELECT OPTION AS WELL –

SEE BELOW FOR INSTRUCTIONS

Make cards for: All (1 card each) ENTER Select DEVICE NAME: DMS RECEIVING LABEL// ENTER WAREHOUSE |TCP|537 ROU FEED OUT 1 BLANK LABEL BEFORE TEARING OFF YOUR PRINTED LABELS LEAVING THE BLANK ONE

ATTACHED TO THE PRINTER FEED. THIS IS TO PREVENT JAMMING.

WHEN SELECTING A SPECIFIC LINE # AND QUANTITY:

Select one of the following:

S Select A All (1 card each) Make cards for: Select Select one of the following:

C Choose individual items L Loop thru all items Enter response: Choose individual items Select ITEM: 1 ENTER ERHK CP1000 SMALL

STK#: Z544866 NSN: 6515-AC-BOD-30842

Enter the number of cards for this item: (1-150): 1//4 – CHOOSE YOUR NEEDED QUANTITY THEN ENTER Select DEVICE NAME: DMS RECEIVING LABEL// ENTER

STICK OR RUBBERBAND THE LABEL TO THE ITEM AND PLACE ON THE RACK YOU HAVE SET ASIDE FOR CLEAN PRODUCT READY TO BE PUT AWAY. IT HELPS THE QA IF YOU PLACE THE ITEMS IN LINE NUMBER

ORDER.

ONCE IT IS QA'D PUT ITEMS AWAY ASAP. BESIDES HAVING DROP TIMES TO BEAT (12:00 am, 3:00am, 6:00 am, 9:00 am12:00 pm, 3:00 pm), IT IS BETTER NOT TO HAVE CLEAN PRODUCT SITTING IN

RECEIVING FOR LONG PERIODS OF TIME.

PAY EXTRA ATTENTION WHEN PLACING STOCK IN ITS LOCATION.

WHEN IN DOUBT – EVEN A LITTLE DOUBT – ASK QUESTIONS, PLEASE!

Procedures for stocking Received Items:

• Do not stock until each line item on the PO has been received and has a location tag.

o All stocking should be done by authorized/trained warehouse personnel (primarily the receiving team) o Pallets will have a location tag on all four sides.

o Individual cases/boxes will have a location tag.

o Items left in overstock will have a location tag.

o This shows that the item has been received into the system and is ready to be stocked.

o All palletized items will be labeled with name, date and quantity.

• All locations are marked by Row first, Column second, and Bin Location third.

o (Example: R04-01-A) o All odd columns are on the right side of the row and all even columns are on the left when facing in ascending numerical order.

o Pay attention to locations when stocking, if things do not match up bring it to a supervisor’s attention.

o All shelves will be labeled on the front edge of the shelf with product above. The label will have product name, part number and location at a minimum.

• Rotate items to maintain first-in, first-out. Put the newest items in the back, as well as to the left. The older items must be towards the front and to the right.

• Product with Location Tags Ready for Stocking o Once Product is received and the correct Location Tag is attached, it is put onto a cart.

o Separate the commodities onto carts containing like commodities after receiving them into Vista.

• All accessories received need to be stocked prior to each drop. For example, accessories received between 6:00 am and 8:30 am need to be stocked by 8:45 am as that is when orders drop. This will eliminate congestion in the receiving area.

• PS (Prosthetic socks), AD’s (Assisted Devices), and ALD’s (Assisted Listening Devices) can all go on the same cart, but separated by commodity.

• BOD (Buy on Demand) items are being placed in their corresponding BOD locations.

Receiving personnel will write the name of the Veteran for the BOD on the receiving label prior to placing the item with receiving label on the BOD shelf.

• BOD positions vary by commodity. If unsure of location, seek confirmation prior to placing item into stock.

• If items do not fit in their location, they need to be returned to overstock. Ensure a location tag is assigned to the item(s).

Discrepancy Report Procedures:

• If you receive a wrong item, shortage, overage, defective item, or no PO number on any package, a discrepancy will be written.

• All discrepancies must have a discrepancy report form, original packing slip and screen print out.

• For all discrepancies:

o Original goes into the receiving shelf o Report one in discrepancy on the spreadsheet manager to pick up o Discrepancy report is located in DM$ drive: I:\RECEIVING\NEW Discrepancy

Report.xlsx

Auto-Bagger Procedures

Responsibilities:

• Complete all auto-bag orders, by end-of-day. (Accessories and Batteries)

• Be conscious of BARCODES, BLANK BAGS or misprinted bags that will be returned to the DLC if sent in error.

• Stock workstation with necessary supplies for the following day

• Ensure area around auto-bagger is cleaned before leaving for the day.

o Clean rollers and printhead with a rag and alcohol after completion of job assignment or as needed to maintain good working conditions.

• Authorized personnel will turn off auto-bagger and compressor at the end-of-day.

Downloading auto-bagger orders:

• Ensure that the auto-bagger and printer are turned on.

• Log into Vista, from the main menu.

o Type BAG and hit enter (AutoBag System Menu) o Type DNL and hit enter (download) file://///ammdlcfpc1/dm$/RECEIVING/NEW%20Discrepancy%20Report.xlsx file://///ammdlcfpc1/dm$/RECEIVING/NEW%20Discrepancy%20Report.xlsx o Hit (Enter) 2 times to see “Autobag Label Batch Files”.

o Ensure what Commodity you will processing.

o Select the date you want to DNL (remember to look at the Summary Sheet to ensure you are downloading the correct date). If you don’t see the date needed, hit

Enter again.

• On your desktop - Open AutoLabel Designer 18 o Click on Open folder/click on dalc_label o Verify name on the itemize order sheet

• Select print button drop down and select (Simple).

o Click on drop down and select (All Orders) o Click on print button on bottom righthand corner.

o Ensure orders were downloaded onto the bagger o Verify name on first bag.

o Set counter for amount of same item orders.

• Loading Bags.

o Release the roll break.

o Lift bag roller and release coupler.

o Remove used roll and install new roll.

o Install new roll with the roll feeding from the bottom.

o Continue feeding bags thru feeder roller.

Downloading Auto-Bagger Orders:

• Ensure that the auto-bagger main power switch is turned on.

• Ensure the Green Power Button is turned on. (Green Light is illuminated) o Select (Operator Icon)

• Login to (Laptop Computer)

• Login to Vista, from the Main Menu.

o Type BAG and Enter o o Type DNL and Enter o Hit (Enter) 2 times to encounter “Autobag Label Batch Files”.

o Ensure what Commodity (Accessories or Batteries) you will processing o If you don’t see the date needed, hit Enter again.

o Select the date you want to download (remember to look at the Summary Sheet to ensure you are downloading the correct date).

• On your desktop screen - Open AutoLabel Designer 18

• Click on Open folder o Click on dalc_label and open file.

Verify name on the itemized order sheet:

• Select Print Button drop down and select (Simple) o Click on drop down and select (All Orders) o Click on the print button on the bottom righthand corner.

o Verify name on first bag.

o Ensure the “Bagger Enabled” button is depressed and is lit up.

o Ensure order has downloaded into the machine label queue.

o Set Counter for amount of same item orders and verify machine is up to temperature (in the green)

Loading Bags:

• Release the roll break.

• Lift bag roller and release coupler.

Break

Release o Remove used roll and install new roll o Install new roll with the roll feeding from the bottom.

o Continue feeding bags through feeder roller

Bottom Feed thru rollers

Lever to open bag feeder

POC for issues: -Team Lead and/or Contact Sharp Packaging service department, (800) 634-

6359 x1572

Mail

• Sort all UPS/FEDEX and deliver to proper sections.

• Sort, cut, and deliver all mail to proper sections.

• Pick up outgoing mail from all sections of DLC.

• Complete warehouse returns from patients and clinics.

• Ship all foreign packages.

• Ensure area around is cleaned before leaving for the day.

Incoming FEDEX:

• Sort all UPS/FEDEX and deliver to proper sections.

• Identify POs that begin with C, D.

• Place all POs that begin with C, and D on a cart with a date stamp on each end.

o Bring all POs that begin with D to the receiving area.

• Give any packages that are not addressed to the DLC back to appropriate driver.

• Any packages without recognizable POs will be placed on the cart for delivery to the lab.

o Do not open any packages without a visible PO.

Processing USPS mail:

• Identify, sort, and place hearing aids boxes on a cart.

o Separate boxes marked “Attention To” and place on the top of the cart.

o Place a date stamp on two sides of the cart.

o Take the cart to lab and place cart in designated area.

• Identify returns for ARR (Auto Return Process) in bin. Returns are for issuing credit to a

Veteran or station.

• Identify mail for different sections of DLC, place in appropriate incoming mail slot.

o Lab o CSS o Logistics o OOD o Fiscal/Finance o IRM o Contracting/ Acquisition / Audiology o Any mail with a corresponding name on it. (Example: Pat Booth, and William

Lockler)

• Sort all envelopes according to size:

o Battery, accessory, and prosthetic sock request cards (4” x 5 1/2”) o Standard business size envelope (4 1/8” x 9 1/2”) o Miscellaneous envelope sizes

• Cut re-order cards and place date stamp on each bundle:

o Cut one side of each re-order card to get an accurate count of mail total.

o Cut another side of each re-order card for a total of two cut sides.

o Mail count needs to be recorded going to CSS (re-order cards).

o Rubber band date stamp to each bundle completed.

o Place date stamped bundle onto cart.

• Deliver mail to the appropriate sections incoming mailbox.

o All re-order cards go to CSS (Customer Service.)

o Deliver remaining mail to appropriate departments.

o Pick up outgoing mail from each department mailbox.

o Mail must be cut and delivered each day. If you have any questions on where something might go or where departments are located, ask trainer or supervisor.

Hearing –Aid Consolidation:

• Consolidation must be picked up from the lab by 5:00pm each day. Complete and on truck by 5:30pm.

• Consolidations will be shipped through UPS using the venders account number. (Do Not use the DLC account number.)

• Shipping will be completed by using the UPS computer system and pre-ordered UPS labels.

Effective Version 3 (June 28, 2023)

• FEDEX Ship Manager:

o Process Starkey, Micro-Tech, Phonak, and Unitron using this system.

o Verify vendor-labels match the name on the outside of the box. Place adequate packing materials in boxes, set on cart for shipment.

o Place package onto scale and generate FEDEX label.

o In Recipient ID, enter the destination of the package. This will populate the address fields.

o If scale is not working, enter the weight manually.

o Under ‘Service Type’ select standard overnight.

o Under ‘Package Type’ select your packing.

o Ensure ‘Bill Transportation to’ is set to Recipient.

o In ‘Customer Reference’ slot enter the name of the company you are shipping to.

o In ‘PO Number’ section, person completing order will enter their own initials.

o Press ‘Ship,’ label will be generated.

o Place tracking number of each package to side for tracking purposes.

• Pre-ordered labels (UPS):

o GN resound (VA Resound/Interton) – Vendors (ie: Starkey, Phonak, etc.) are shipped using FEDEX pre-ordered label.

o Use pre-ordered UPS labels for Vendors.

o Pre-ordered labels are located on shelves next to UPS Ship Manager Computer.

o Please see LAB personnel for replenishment of return shipping labels o Find corresponding label for package.

o Place label on package.

o This is the white portion of the billable stamp o Place tracking number of each package to side for tracking purposes o Staple, initial, and date stamp ALL tracking numbers together. Place in blue bin next to UPS Ship Manager Computer.

o Refill consolidation cart with the appropriate size boxes (6- 13x13x10 and 4-

18x16x12) o Consolidation must be completed each day by 5:00pmand on the truck for delivery.

Metering Outgoing Mail and Foreign Addresses:

• Metering outgoing flat mail:

o Outgoing flat mail is priced and shipped using USPS metering machine.

o Flat mail is metered according to current postage due. (POC) Jesse Molina o Place metered mail in USPS out box for pick up.

• Foreign addresses:

o All boxes with a foreign address must be given to supervisors or QA for determination of shipment method.

o If determined that package must be processed through USPS system, follow steps below:

o Place package onto scale.

o Click USPS button (or F1.)

o Click INTL Mail Page button (or F5.)

o Enter first three letters of the country package is shipping to; (this will bring up a list to choose from. Choose correct country.)

o Select INTL mail tab.

o Select First Class INTL Menu.

o Select First Class INTL Parcel.

o Total cost for shipping package will appear at the bottom right hand corner.

o Enter total cost of shipment into USPS metering machine to right of computer.

o Press stamp icon to print label, attach to top right of package.

Auto Return Process (ARR) Procedures

• All packages containing stock items must be returned for credit.

o TeleHealth items are moved to 3 Day Section for processing.

• Follow steps below for returning items to stock:

o Log-in to VISTA.

o Select warehouse menu option ARR.

o Enter item name under ‘inventory product item name.’

o Enter quantity being returned.

o Enter date returned, (defaulted to today’s date.)

o Determine if item is in condition to be re-sold. Select yes or no.

o Identify source of return by selection, patient or station.

o Within 90 days of the order.

o Enter appropriate name of patient or station.

o Verify it is correct patient/station and order.

o Determine the reason for return. Typically, located on outside of package by label.

o Select appropriate reason from drop-down menu.

o Enter additional information about reason if necessary.

o Determine if item should be added back into inventory based on condition of item, (enter yes or no.)

o If ‘yes’ is selected, item will be added back into inventory.

o If ’no’ is selected, communicate with the appropriate item manager for a determination of what to do with item.

o “Unknown” option will only be used by supervisors o If item was retuned into inventory, place in correct location.

o All BOD items are sold as is; do not return back into system. Place on over 90 day cart and contact item manager.

Pulling Procedures

• Pull items for a commodity group that you are assigned to.

• Once complete, initial line stating ‘pulled by:’ on Summary Sheet for commodity group being pulled.

• Place orders at correct workstation for processing.

• Ensure area around is cleaned before leaving for the day.

Pulling Orders:

• Identify correct commodity group you are assigned to pull.

• Ensure you are using appropriate Summary Sheet.

o Continuous Eligible Veteran, Station stock or Not Continuous Eligible Summary

Sheet.

o Routine, Priority, or Emergency.

• Ensure Summary Sheets have corresponding labels.

o Station stock orders will have packing slips assigned with labels.

Pulling Station Stock Orders:

• When pulling station stock orders, match up labels with corresponding packing slips.

• All orders must be pulled from Summary Sheet.

• Pulling from station stock packing slips:

o Pull from top to bottom of page.

o Place each item on cart starting from top left and work back then right and downward. If you have room behind each item you may place next item there, ensure you keep all line items in order according to packing slip.

o If you must continue to next shelf of cart, make sure items follow last item from your previous shelf according to packing slip.

• Once you have completed an order in full, supervisors will verify order is correct.

• Make sure you INITIAL and fold your packing slip in half and place it under first item of that order. This indicates that order is completed.

o QA will spot check orders and can address any pull errors with team members.

• You may place more than one station stock order on a cart. Ensure there is a noticeable separation between orders. Processing personnel will go from packing slip to packing slip.

Pulling Continuous Eligible Veteran Orders:

• Procedures for pulling not Continuous Eligible Veteran orders are different for each commodity.

• Accessories, Orthotics, Stock Hearing Aids, Assistive Listening Devices and Assistive

Devices will all be pulled by Summary Sheets.

Accessories:

o Break down labels and match with like items.

o Once all labels are matched, write total quantity for each stack on top right corner of first label.

o Pull each stack of labels according to quantity on top right corner and place on cart.

o If you have any pairs, ensure you match them together, (if you have Micro OB-

L’s and Micro OB-R’s combined together with rubber bands and placed on cart and write ‘M’ on first label of each stack).

Assistive Listening Devices, Assistive Devices, Orthotics, and Prosthetic Socks:

o ALD’s, AD’s and Orthotic items will be pulled by what each Veteran has ordered.

If Veteran orders two different items of same commodity, you will group them together as one order.

o Look at each label in stack to pull complete order correctly.

o Once complete order is pulled, place all items on cart with labels for verification purposes.

o When all orders are complete, place Summary Sheet on cart under first order to be signed off by processor.

o For appropriate commodity, include the reorder card:

o Batteries must be broken down by matching like batteries.

o Once you have completed pulling items from Summary Sheet, place cart at its proper station to be verified.

o Do not break down batteries before they are verified.

Pulling Auto-Bagger Batteries and Accessories:

• When pulling the auto-bagger you will not have any labels to break down. You will receive a Summary Sheet with a detailed print out of the order.

• Once you have all paper work, pull each commodity by Summary Sheet and place items on carts in order. (Place left to right on cart and top to bottom.)

• All battery orders must be verified before breaking down into bins.

• Once all accessory orders are pulled, push the cart over to the bagger for verification purposes.

Quality Assurance (QA)/ Quality Control (QC) Process

• Pulling Orders

• SAWTST/FTE Leadership

• QA/QC Section

Pulling Orders:

• Verify the orders picked from the shelf match the order on the Summary Sheet or station sheets.

• When you are finished putting all the orders on the cart, request your leadership to inspect your cart for pulling errors.

CONTRACTOR/FTE Leadership:

• Conduct 100% inspection of the cart to ensure the correct product and number of items were pulled.

• If errors are discovered, the following procedures are performed with the puller:

o Make the puller aware of the error.

o Correct the error with the puller by replacing products or the number of products.

o Troubleshoot with the puller regarding how the error occurred.

o Determine if re-training is required.

• Once the cart is inspected or corrected, then the cart will be taken to the appropriate packing station for shipping.

QA/QC Section:

• Verify the order carts to ensure that they are already verified by one of leaderships and placed in the right packing station for shipping.

- Check the ship labels that matches the station sheets and the Veteran pack slips.

- Check the name of the items, part numbers and quantity that matches the items.

• If errors are discovered, analyze the root causes of problems in order to identify appropriate solutions, notify leadership who verify the cart, and write a report.

• If the orders picked are not standardized, inform a trainer and might need to determine if re-training is needed.

UPS and Packing Procedures

• Initial each Summary Sheet shipped.

• Ensure commodities are verified, packed and shipped correctly.

• Complete all shipments for your job assignment each day.

• Ensure area around is cleaned before leaving for the day.

Packing and Shipping:

• Verify that product you are packing corresponds to appropriate Summary Sheet.

o Summary Sheets are Station Stock, Not Continuous or Continuous Eligible

Veteran.

• For Summary Sheet - identify routine, priority, or emergency orders:

o Routine and Priority orders are shipped ground, except TeleHealth.

o Emergency are shipped next day air

• Verify labels and packing slips match product being shipped.

Packing and Shipping Station Stock Orders:

• All station stock orders are shipped via UPS.

o Emergencies ship UPS next day Air.

o Communicate with supervisor for smaller orders that could be sent next day air.

o Orthotic soft goods Station emergency orders will be sent ground.

o Priorities ship UPS Ground.

o Routines ship UPS Ground.

• When packing, make sure to verify each stock number and quantity as you are putting it into the box.

• Place packing slip in box after all items verified.

• Use packing material, (example: paper or air pouches) for the safety of items being sent.

• Generate UPS label in following manner:

o Open UPS world ship.

o At bottom left, select your assigned profile from the profile drop down menu.

o At top of UPS, select ‘Import/Export Data.’

o From this menu, select ‘VA_Denver.’ This will bring up a secondary scanning screen.

o Place package onto scale for weight.

o Scan label into barcode screen. This will populate address into UPS.

o Verify address and UPS service is correct, then process shipment.

• If scanning does not work, use the following steps to complete shipment:

o Open UPS world ship.

o Place package onto scale for weight.

o In ‘Company or Name,’ type in city where hospital/clinic is located.

o Under ‘Attention,’ type in hospital department receiving the shipment. (Example:

Audiology and Speech Pathology, Warehouse, Prosthetic and Sensory Aid, etc.)

o Type in zip code; ensure it populates correct city and state.

o Select service desired for shipment under ‘UPS Service,’ (next day air, 2nd day air, or ground.)

o Before processing shipment ensure everything is correct.

o Once verifications are completed, click the ‘process shipment’ to generate label.

• Next day air orders must be placed on next day air cart, (these orders will not be placed on the truck.) There is a separate cart for foreign orders.

• If you have any questions about processing a shipment, make sure you ask before you ship to guarantee our customers are receiving the correct products.

Packing and Shipping Continuous Eligible Veteran Orders:

• Not continuous or Continuous Eligible Veteran orders will ship via our contracted mail consolidator unless they are over 2 lbs, then need to ship UPS.

o Packages from the lab and emergency orders are exempt and will be shipped via

UPS.

Accessories, ALD’s, AD’s, Prosthetic Socks and Orthotic Soft Goods:

• All Accessories, ALD’s, AD’s, Orthotics, and Prosthetic Sock items will be verified with shipping label and Summary Sheet.

o A re-order card is required to ship with all accessory and battery orders

• Verify items with item name.

• Verify quantity.

• Put items into appropriate box and pack accordingly.

• Packages under 2lbs place in FEDEX supply chain boxes.

• Packages over 2 lbs place shipping label onto outside of box and place into UPS cart to be placed onto UPS truck.

• APO, PO Box ship mail FEDEX supply chain and Federal Express. Foreign is to be placed on "Foreign Cart."

Batteries:

• Batteries will be packed and shipped through our contracted mail consolidator if under 2 lbs

• Station Orders need to be shipped UPS.

• Batteries are packed two different ways:

o Box setup:

o Box setups are for Veterans that are new to the program.

o Some orders will be marked with ‘BOX’ on lower right hand corner of label above quantity.

o Boxes with bubble bags inside are specifically used for box set-ups. Ensure you are not using these for anything other than these orders.

o Non-box setup:

o All shipments that do not indicate ‘Box’ on the label.

o Verify each order as you are putting it into appropriate box.

Shipping Non Continuous or Continuous Eligible Veteran Orders via UPS:

• Only ship non continuous or Continuous Eligible Veteran orders through UPS if it is an emergency or an order from the lab or over 2 lb.

• When shipping UPS ensure you follow these steps:

o Open UPS.

o Scan the BARCODE label or TYPE Veteran’s name as it appears on your label under ‘Company and Name’ section.

o Type address as it appears on label under ‘Address line 1’ o If you have an apartment number, type under Address Line 2 o Enter the zip code in appropriate section. Once you press tab, UPS will automatically generate city and state.

o In ‘UPS service’ menu, select preferred shipping method. ground, NDA, 2nd day.

o Ensure you enter item description.

o Enter your initials under ‘Initials’ section.

• Place all these orders onto next day air cart, or UPS Ground truck.

Packing and Shipping Station Stock and Non Continuous or Continuous Eligible Foreign

Orders:

Effective Version 3 (June 28, 2023)

• All station stock orders will be shipped via UPS.

• Scan label into UPS barcode screen.

• Verify that correct country is entered and update if needed.

• Enter Phone Number from VISTA. If unavailable enter (303) 273-6200.

• Ensure that item description is entered in ‘Customs Documentation Tab.’

• Click box under ‘Description of Goods’ and select commodity group.

• Once verified, click ‘Process’ to generate label.

• Two labels will be printed for all international orders.

o Ensure that both are placed on package.

• All international orders will be placed on next day air cart

• All customs/duty fees will be charged to shipper

• See instructions at SAWTST supervisor’s station

TeleHealth Procedures:

Responsibilities:

• Place printed packing slips and attach the 3-up labels to the corresponding pack slip

• Pull order according to Summary Sheet.

o Senior puller initials pull sheet

• Verification (QA) of pulled order from Summary Sheet by shift lead.

o Place initials on summary sheet

• Pull and assemble TeleHealth orders according to their packing slips and labels

• Register TeleHealth item serial numbers into Veteran records for required items

• Pack and ship TeleHealth orders o Shipper initials summary sheet

• File and date stamp completed Summary Sheets and place in the appropriate bin at the end of each drop completion

• Each pallet needs to be marked UPS

• Load all completed orders into UPS truck for pickup at the end of each day

• Clean up and restock work area at the end of each shift

Pulling TeleHealth Orders:

• Match packing slips and attach to corresponding labels.

• Write total number of shipping labels in the order on the top right corner of the top shipping label.

• Pull and assemble TeleHealth orders according to their packing slips and labels

• Attach the second station order pack slip for patient station orders to ensure shipping labels are matched correctly.

• Berkey owes us!!

Label Break Down – Labels Print in alphabetical order, with multi-piece items first.

IMPORTANT UPS TRACKING ( Scanning Label Barcodes)

• Separate and HIGH LIGHT all PO Box Address labels.

o These DO NOT SHIP UPS.

o ALL PO Boxes ship GENCO – NOT UPS

• Register and Pack ALL PO Boxes FIRST and bring over to outgoing GENCO mailing area, to ensure they are not scanned and sent via UPS.

Pulling procedures:

• Pull items from shelves using Summary Sheets o Orders print every three hours beginning at 0001 (midnight) o Priority orders print out at 0600, 0900, 1200, 1500, 1800, 2100 o Emergency Orders print out at 0545, 0845, 1145, 1445, 1745, 2045 o Routine orders print out once daily

• Leadership verifies that the order is pulled correctly according to the Summary Sheet

• All orders need to be matched before registration, with the exception of iPads and

Podimetric Mats

• Organize TeleHealth items to match each packing slip and place on carts for processing.

Processing TeleHealth Orders:

Responsibilities:

• Ensure TeleHealth orders have been selected and assembled according to their packing list and shipping labels prior to registering

• Register TeleHealth item serial numbers into Veteran records

Processing procedures:

• Verify product based on the packing slip and order screen.

• Locate serial number on item and make sure not to confuse part numbers or other package barcodes for serial numbers prior to scanning

• Scan identified TeleHealth items serial numbers in order to register into Veteran’s record

• Print TeleHealth item information screen and place with order for packers to verify

VISTA Scanning Instructions:

• From VISTA main menu choose DIS (display Veteran information)

• Scan or type in Veteran’s name

• Select ‘D1’: for disability 1

• If needed, select D2, D3, D4 if patients record has more than one disability page

• Select ‘4’: TeleHealth order history screen o Choose ‘O’ for orders.

• Identify correct line item to register and select ‘R’ for register and the corresponding line number o i.e.: R1, R2, R3 etc.

• Register each required line item and follow prompts o Only TeleHealth monitors, blood pressure monitors, scales, blue tooth or other directed items require registering

• Enter ‘issue date’ (defaulted to current date, press return for next line)

• Battery type (press return)

• Enter or scan warranty date

• Press enter to display ‘TeleHealth items information’

• Verify that serial numbers have been scanned to the correct line item

• Print screen using the function key F2 on your keyboard and place with complete order

• Fold packing slip in order to notify the packer that the order is complete and is ready to be verified and packed

• Out of Stock or cancelled items must be warehouse rejected before the batch ships.

Contact team leads and above to cancel the order.

Processing TeleHealth Station Stock Orders:

• Open VISTA

• Select ‘WTH’ (warehouse TeleHealth menu)

• Select ‘THM‘ (enter TeleHealth items into VISTA) o Select ordering clinic o Select model of device to be serialized o Scan serial number

▪ Scan iPad mini (T-Mobile) serial numbers into CLC spreadsheet (sharepoint site) o Scan warranty date o Repeat for each item

• Register all of the same type of devices and then move to the next device

• Highlight all items registered and take two screen prints.

• File one for records.

• Place second screen print with packing slip to be verified and shipped with order

• Do not process I-pad orders for station stock.

• I-pads can only be ordered for patients with the AO/DIS code in their VISTA record.

Select TH COORDINATOR MENU Option: WTM Warehouse TeleHealth Menu

SNH Serial Number History THM Enter TeleHealth Serial #'s RMA Set/Display TeleHealth RMAs IRP TeleHealth Check-In Process TCR TeleHealth CVT Report by Patient CVT CVT Tablet Distribution Report HINQ HINQ Menu (Version 4.0) ...

ISH Items Shipped By Product Group MERG Veteran Record Merge Utility TFB TeleHealth Fiscal Obligations VCR Volume Order Report by VISN

Select Warehouse TeleHealth Menu Option: IRP TeleHealth Check-In Process

Start TeleHealth Check-In Process

Scan barcode or Enter serial number: 1000848637

CMDR FLEX CD320 (NO CUFF) MCMS MEDTRONIC

*** DO NOT DISCARD - QUARANTINE FOR RMA! ***

Press RETURN to continue...

EMAIL MESSAGE SENT

Scan barcode or Enter serial number: 1000832299

CMDR FLEX CD320 (NO CUFF) MCMS MEDTRONIC

Is this item in condition to be re-used or re-sold? Yes// YES

RETURN!

EMAIL MESSAGE SENT

Scan barcode or Enter serial number: 1000811389

CMDR FLEX CD320 (NO CUFF) MCMS MEDTRONIC

Is this item in condition to be re-used or re-sold? Yes// YES

RETURN!

EMAIL MESSAGE SENT

Scan barcode or Enter serial number: 1000861626

CMDR FLEX CD320 (NO CUFF) MCMS MEDTRONIC

Is this item in condition to be re-used or re-sold? Yes// NO

ECYCLE!

EMAIL MESSAGE SENT

Packing TeleHealth Orders:

• Confirm TeleHealth serials have been scanned correctly according to patient record sheet and item ordered

• Initial patient record sheet ensuring that the TeleHealth order is correct and complete prior to packing and sealing order

• Clean and prep your area as needed prior to next drop o Stock package instruction sheets and print as needed o Stock battery cards, o Boxes, tape, and UPS labels

Packing procedures:

• All TeleHealth orders must include inside the package:

o Packing slip o Program support instructions (instructions on how to re order batteries as needed) o Postage paid battery reorder card (if needed)

• Pack TeleHealth orders according to their packing slips and labels o Ensure that the labels match the name and number of items on the packing slip o Verify that the TeleHealth serial numbers match the line item and device before initialing patient record sheet

• Package items using provided packaging material/bubbles to prevent damage during transport and maintain box integrity.

o Place paperwork on top of items inside o Throw away excess shipping labels

• Seal packages and place signed patient record sheet with package

• Move completed packages to UPS processing area

Shipping TeleHealth Orders:

• Scan or type UPS Labels

• Verify that patient name and address on the label matches patient serial record sheet

• Load all completed orders into UPS truck for pickup at the end of each day

• File patient record sheets in appropriate monthly record file

Procedures:

• Generate your UPS label in following manner:

o Open UPS world ship o At the bottom left select your assigned profile from the profile drop down menu o At the top of UPS select ‘Import/Export Data’ o From this menu you will select ‘VA Denver’. This will bring up a secondary scanning screen o Scan your label into the scanning screen. This will populate your address into

UPS

o Priority orders are shipped 2nd Day Air o Colorado orders are shipped UPS Ground o PO BOX addresses need to be marked and sent FedEx supply chain

(USPS)

o Verify that the address and UPS service is correct and then process your shipment

• Apply the UPS label firmly and smoothly to avoid accidental removal during shipment

• Attach the UPS tracking label to the patient record sheet to be filed

• All Podimats must be shipped as “signature required”

• Post office box address packages will be placed in GPC’s for FEDEX supply chain pickup

Commander Flex CD390 Refurbishment Procedures

Cleaning Procedures

• Always wear gloves when handling the medical device.

• Inspect commander for excessive discoloration, damage, and operability.

• If damage exist such as missing components, excessive discoloration, or if the control panel of the device is not fully intact, etc. place device on e-cycle cart to be discarded.

• Clean commander thoroughly to remove all dirt and residue from the device utilizing disinfectant wipes, scotch pads to remove scuffs, tooth brushes to remove particles from crevices, spray cleaner, and cotton cloths to dry the device.

• Once all cleaning procedures are complete insert a new Medtronic Media SD card into device. (Ensure the most up-to-date media card is being used.)

• Begin reactivation process this will remove all data from the previous Veteran. Plug up device, wait for all prompts to load. Once prompts are loaded; the Serial Number, Media:0230 and Version: 002a should be displayed on the screen.

• Once all prompts are loaded press the (i) button located at the top right of the device.

• Select reactivation at the top left of device, once this is complete the device will ask, “are you sure you want to reactivate the device?” Always select yes.

• The next prompt will ask, “do you have a home telephone line?” Always select no. Once the reactivation process is complete the device will always show the actual date, today’s date.

Serializing Device

• Select the BAR menu in VISTA

• Select number 1 for serial number, scan the serial number located on the back of device.

• Enter quantity of labels needed and the printer number used to print the serial number labels.

• Place serial number on device until it’s ready to be packaged.

Packaging

• All devices are packaged in an appropriate box.

• First place the CMDR CD320 user manual in box, the manual should always include a

CMDR Flex quick start guide and a blood pressure measurement guide.

• Take the serial number sticker off device and place on outside of box.

• Place foam protection covers on each end of device, then place device in box.

• Each box should always include a CMDR power supply, telephone cord, and telephone adapter.

• Once all components are added seal the box and place a shelf label and packed by label on outside of package.

Auto Return Process

• This process will add the device to inventory.

• Select the ARR menu in VISTA.

• Select Inventory Product Item Name: Type CMDR FLEX CD320

• Quantity being returned: 1 Enter

• Enter Date Returned: Today Enter

• Scan device serial number

• Is this an unused item (box sealed)? No/ Enter

• Is this item in condition to be re-used or re-sold? Yes// YES Enter

• Should this item be added back into Inventory Count? Yes// YES

Scales Refurbishment Procedures

Cleaning Procedures

• Always wear personal protective equipment when handling device such as gloves and eye protection.

• Inspect device for suitability of Veteran’s use. Visually inspect cord and device for any damages. If damages exist, cut scale cord and place items in e-cycle storage container.

• Use air to remove all unforeseen particles in device.

• Clean scale thoroughly to remove all dirt and residue from the device utilizing disinfectant wipes and spray cleaner.

Serializing Device

• Select the BAR menu in VISTA

• Select number 1 for serial number, scan the serial number located on the…