SWAP FAQ

General

  • Who is Cushman & Wakefield?

Cushman & Wakefield is a global leader in property and facility services, providing occupiers and investors with end-to-end industry leading property solutions. Cushman & Wakefield has office locations more than 60 countries around the world, and a national presence, both in capital cities and regional locations across Australia and New Zealand.

  • What is SWAP?

Cushman & Wakefield SWAP (safe work assurance platform) is a web portal & mobile application that integrates safe systems of work as part of a work order management solution. SWAP replaces old paper forms with one handy app that will allow technicians/workers to:

– Receive identified essential site information
– Receive and close work orders
– Completed and closed work orders are sent directly to the Maintenance Operations Centre (call centre) from the app, enabling quicker invoicing and payment schedule
– Complete pre-start risk assessments
– Request and receive approval for permits to work
– Collect asset information
– Manage qualifications, licences and certification expiration dates
– Provide complete service delivery commentary against the asset including any future maintenance recommendations.

  • Is SWAP mandatory for all Cushman & Wakefield jobs?

Yes, when sent an invitation to register in SWAP it is mandatory that your contractor company, administrators, technicians and sub-contractors register in SWAP as it will be the only way to receive & close work orders from Cushman & Wakefield.

  • How does SWAP work?

All work orders raised to your company will automatically route to your Vendor Administrators SWAP portal. Your Vendor Administrator then assigns these work orders to their SWAP registered and compliant technicians / sub-contractors.

Upon assignment, individual technicians / sub-contractors access the work order via their mobile device. They proceed to the designated site, conduct a pre-start risk assessment, and obtain any necessary permits, complete the works on site, and closes the work order via the SWAP app.

SWAP streamlines the work order closure process by automatically capturing on-site arrival and completion times within the app, eliminating the need to contact the Maintenance Operations Centre (call centre) for updates & closures.

  • Does SWAP work in real time?

Yes, SWAP enables real time work order management.

Once a work order is assigned to your company, it will appear in your SWAP portal in real time. SWAP onsite & closure times are also passed back to our Maintenance Operations Centre’s system in real time.

  • As a contractor how do I know if this will affect me?

As a vendor who engages works for a client via Cushman & Wakefield, you will receive an invitation to register for SWAP. It is imperative that not only you but also all of your technicians go through the registration process.

The SWAP Application is mandatory for the closure of both Reactive and Preventative Maintenance work orders.

If you have not yet received an invitation to register for SWAP, please get in touch with the Application Support team to request a new invitation (au.applications.support@cushwake.com).

  • Will it cost anything to register or use SWAP?

No, there is no cost or licence fee to register for or use SWAP.

Vendor Registration

  • My company is already registered with Cushman & Wakefield – why do I have to register for SWAP as well?

The Cushman & Wakefield Vendor Management System registers contractor companies with Cushman & Wakefield. SWAP is an end-to-end work order management tool that enables you to receive and complete work orders, whilst ensuring safe systems of work are in place. These are two separate systems, which both require registration.

  • Do I need to invite my subcontractors to register in SWAP?

Yes. SWAP registration is also required for your subcontractor companies and their technicians or workers that perform work for you.

For more information on managing sub-contractors in SWAP, see section 9.0 of the Vendor Administrator user guide

Technician Invitations

  • Can I invite all my technicians, workers and subcontractors at the same time?

Yes, you can bulk invite your technicians. See section 8.5 of the Vendor Administrator User Guide for instructions.

  • As a technician/worker how do I register in SWAP?

Your vendor administrator will send you an email invitation to register for SWAP. Once this email is received, you can select the link within the email to create a password for your SWAP account & add in your qualifications and competencies.

Once registration has been finalised, your Vendor Administrator will be required to approve your competencies.

Once you are approved, you will gain access to the SWAP mobile application using the same log in details you created during registration.

For more information on the Technician registration process, see section 5.0 of the Technician User Guide.

  • Technician/worker/sub-contractor registration:

  • Can I assign the same email address to more than one technician?

No, each technician will require a unique email address.

  • My Technician is pending approval, what do I do?

As a Vendor Administrator you are required to approve your technicians once they have registered or updated their competencies. To do so find the technician pending approval through your ‘My Technicians’ tile and then next to their name should be a blue ‘review’ button, selecting this will prompt you to review their details and then approve.

Once this is done, they will become eligible to be assigned work orders and complete them through the SWAP App.

See section 8.6 of the Vendor Administrator User Guide for instructions.

  • I do not want my technicians seeing all of the companies Work Orders, can I limit this?

Yes, when inviting the technicians you are given the options to select ‘Technician can only view work orders assigned to them.’. Where this option is selected, your technician will only have access to work orders an administrator has manually assigned to them appear in their SWAP application.

If you need to update an existing technician’s access, simply select the ‘Edit User’ option next to the Technicians name & update the checkbox.

Subcontractor Invitations

  • How do I invite my subcontractors?

To invite your subcontractors to SWAP, first select the My Subcontractors Admins tile & fill out the invitation fields at the top of the page. This will issue the subcontractor a link to register for SWAP.

For more information on managing sub-contractors in SWAP, see section 9.0 of the Vendor Administrator user guide

  • Do I need to invite my subcontractor to SWAP even if I don’t use them frequently?

Yes, all subcontractors that you are engaging to complete works on behalf of your company will need to be invited to & register for SWAP. This will allow them to invite their technicians to SWAP to action the work orders via the mobile application, ensuring that all relevant safety documentation is captured against the work order.

For more information on managing sub-contractors in SWAP, see section 9.0 of the Vendor Administrator user guide

Qualifications and Competencies

  • When I am assigning technicians to a job, how do I know what qualifications the client requires of the technician?

The Vendor Administrator will be informed of the client requirements by the C&W Account Team or Facilities Manager. Once informed, it is up to the Vendor Administrator to ensure they are assigning the correctly qualified technicians to the job.

Additionally, SWAP will inform you which mandatory competencies are missing from a technicians profile when you attempt to assign them a work order. Hovering over the information icon next to the technicians name in the assignment box will prompt you on any missing mandatory competencies.

  • Why do I need to record my licences, qualifications and certificates?

SWAP requires all competencies relevant to your work activities be documented so that whoever assigns you work can verify that you possess the necessary competencies & inductions, and that they are current. It is important to note that you do not need to upload a photo of your competencies to SWAP, only a record of the competency details (Licence type & number, acquired date & date of expiry).

Technicians and workers can only be assigned SWAP work orders if their employer (the contractor company) deems them competent to perform the required tasks & all competencies will need to be reviewed by your vendor administrator.

  • For more information on competencies in SWAP, see section 5.4 of the Technician User Guide. What should I do if my license, qualification, or course is not listed in the dropdown menu when registering in SWAP?

Not all licences, qualifications or competencies are listed in SWAP. Please select those that are relevant to your work activities.

Where the competency you rely upon for your trade is not listed in SWAP, please notify AU.Application.Support@cushwake.com for further assistance.

To assist with on-site verification of your identity and/or licence, ensure you/your workers have personal identification and any legally required licences available (e.g. high risk work licence).

If your trade does not require a competency, as a minimum you must list any relevant inductions relevant to your work activity.

  • What happens if my qualifications expire?

Work orders will not be able to be assigned to technicians or workers with expired competencies in the system. You will need to ensure only current, valid competencies are recorded in the system.

SWAP will issue you and your administrator(s) an email notifying that your competency is due to expire 30 days, 14 days and 7 days prior to the competency expiring. An additional email is also issued out on the day of expiry.

To update your competencies in SWAP you will need to log in to the SWAP web portal and either renew or retire your expiring / expired competencies. For more information on this process, please see section 5.4 of the Technician User Guide or the Competencies Quick Reference Guide.

Once you have updated your competencies, your companies vendor administrator will review your competency and validate authenticity with you directly before assigning work orders.

The system is audited by Cushman & Wakefield and you may be required to provide evidence of competencies.

Vendor Administrator Work Order Management

  • The technician I want to assign a job to is greyed out – what do I do?

A technician will be ineligible to be assigned a work order if they have an expired competency or if they have added new competencies that have not yet been reviewed & approved by an administrator.

For further information on why your technician can not be assigned, you can hover over the information icon ( ”i” ) and you will be prompted which competencies are expired/require approval.

For further information of technician competency updates and the review & approval process, please see the competencies one pager user guide

  • As a Vendor Administrator, will I get a notification when I receive a new work order from Cushman & Wakefield?

Yes, you will still receive the same work order notifications as you currently receive from Cushman & Wakefield.

  • How do we receive Emergency Work/P1 jobs in SWAP?

The current P1/Emergency Work process remain in place: the work order will be raised in the Cushman & Wakefield system via SWAP and the Vendor Administrator will receive a phone call to alert you to the P1 job to allocate and notify your technicians.

  • I have offices interstate, how can they have access to their states work orders?

To limit a Vendor Administrators access to work orders for specific areas you are able to assign them to branch when inviting them. This will limit the user to only be able to view work orders assigned to that specific branch.

For further information on vendor branches, see section 7.1.2 of the vendor admin user guide.

  • There are a lot of old work orders that haven’t been closed out – how do we do this?

    Old work orders will need to be manually closed by the Cushman & Wakefield Maintenance Operations Centre. Please send the Maintenance Operations Centre a spreadsheet with work order details, including work order number, dates, times and the client to which they relate.

 

  • If no Administrator is available to assign a work order in the portal, how can my technicians view a work order in the SWAP app?

In instances where an administrator is not always available to assign work orders to their technicians manually, (i.e.when a technician is required to work the afterhours shift) the Vendor Administrator should uncheck the “Technician can only view work orders assigned to them” option against the technician’s profile via the my technicians tile on the web portal. This will allow technicians to view and commence all work orders assigned to a Vendor, without needing to be manually assigned to the work order by a Vendor Administrator.

For further information on this process, see section 8.2 of the vendor admin user guide.

  • When a work order expires does it drop off the Vendor Administrator portal?

No, a work order only drops out of the Vendor Administrator Portal once completed in SWAP or cancelled by the Cushman & Wakefield Maintenance Operations Centre. The Vendor Administrator should call the Maintenance Operations Centre for a time extension if required.

Vendor Administrators will still be able to view completed work orders via the SWAP portal for 3 business days post closure in SWAP by filtering their work order list for status ‘Job Complete’.

  • What happens if I’m sending overlapping technicians to a site?

Both technicians will need to be allocated the job in SWAP. When the initial technician leaves site, they can check out of the job via the SWAP app. The second technician will then need to sign in using SWAP once thy arrive on site.

For further information on checking in/out of a work order, see section 7.2.1 of the Technician User Guide.

  • Why am I receiving a Forbidden Error 403 / Internal Server Error when signing into the app?

Vendor Administrators are not configured to access the SWAP mobile app.

If you require access to the technician’s mobile app and are currently registered as a Vendor Administrator, you can update your access via the web portal.

To update your profiles access, first log in to the SWAP web portal and select the My Profile tile. On your profile, you will see a checkbox to ‘Work also as a technician’, selecting this check box will allow you to add your competencies to SWAP. Once a minimum of one competency is added to your profile, you will receive access to the mobile application.

  • Why am I unable to assign a work order to a technician?

There are two reasons why this may occur:

-The technician has an expired competency

-The Vendor Administrator has not reviewed and approved a technician’s competencies. This needs to be done every time a technician adds or updates a competency in the SWAP system.For further information of technician competency updates and the review & approval process, please see the competencies one pager user guide or section 10.1.1 of the Vendor Administrator user guide.

Technician, Worker and Subcontractor Work Order Management

  • What work orders can I see?

A vendor administrator can see all open work orders assigned to their contractor company.

A technician/worker will only see work orders which their contractor company administrator assigns to them. If required, the contractor company administrator can enable a technician/worker to see all work orders assigned to their contractor company.

For further information on this process, see section 8.2 of the vendor admin user guide.

  • What happens if I have accepted a job in SWAP but have to cancel?

Contact your employer/administration manager, who will reassign to the work order to another technician/worker.

  • Can I apply for job extensions in the SWAP app?

No, you will need to contact the Cushman & Wakefield Maintenance Operations Centre directly, as per the current processes.

  • How do I submit quotes?

No, you will need to contact the Cushman & Wakefield Maintenance Operations Centre to submit quotes, as per the current processes.

  • I have to leave site and won’t be able to come back straight away to finish the job, do I have to do anything in the SWAP app?

Yes, if you have to leave site, whether to get parts or for any other reason, you will need to Check Out of site from the 3 dots menu in the top right of the work order. When you are back on site you can Check In.

If you haven’t completed the work order do not complete the work order when you leave site.

For further information on checking in/out of a work order, see section 7.2.1 of the Technician User Guide.

  • As a technician, do I receive a notification on my phone when I get assigned a new work order?

Yes, when you first download SWAP on your device and open the app you will be asked if you would like to receive notifications. Selecting yes to this option will allow a notification to be sent to your device when your administrator assigns a work order to you.

Note: If you select no, or disable push notifications for SWAP on your device, you will need to go into your devices app notification settings to re-enable them.

  • I work for a number of different vendor companies. How can I check which vendor company sent me the work?

The work order details page of each work order will list the ‘Vendor Name’ that each work order was issued out to.

  • If I use the SWAP app, will I also need to complete a Hazard Prompt Sheet?

No, the SWAP pre-start risk assessment replaces the Hazard Prompt Sheet. However on The Westpac account you will need to continue to complete the Hazard Prompt sheet.

  • What is the maximum number of photos I can upload against a work order?

SWAP will allow you to upload a maximum of 5 photos per question.Note: Depending on your device’s internet reception, your forms may take longer to submit if uploading large number images.

  • How does the system handle more than one technician on a work order? Do they all have to have the app?

The system allows for only one technician to sign in on SWAP per work order at a time. The other workers on site are can be captured by the lead technician by listing the ‘other workers’ in the pre-start risk assessment.

If works are not completed on a work order in a single attendance and another technician will be reattending, you can check out of the job via the SWAP app. The second technician will then need to sign in using SWAP once thy arrive on site.

For further information on checking in/out of a work order, see section 7.2.1 of the Technician User Guide.

  • What happens if a new technician arrives onsite during the job?

The pre-start risk assessment can be resubmitted to reflect this.

To resubmit a PRA, select the 3 dots icon in the top right of the work order details page & select the ‘Redo PRA’ option.

For further information on this process, see section 8.4 of the Technician User Guide.

Pre-Start Risk Assessment

  • I submitted the pre-start risk assessment but forgot to add something. Can I reopen it and send it again?

Yes, you can open and amend a pre-start risk assessment at any time during the work.

To resubmit a PRA, select the 3 dots icon in the top right of the work order details page & select the ‘Redo PRA’ option.

For further information on this process, see section 8.4 of the Technician User Guide.

  • The site wants to approve the job before it is closed off. How can I do this?

There is a section within the pre-start risk assessment where the site representative can sign off the job is complete.

  • Do I still need to submit the pre-start risk assessment with the invoice to Converga if the pre-start risk assessment is completed through SWAP?

No, as long as the work order number is referenced in the invoice, Cushman & Wakefield can view the pre-start risk assessment which you completed via the SWAP app.

  • The pre-start risk assessment (PRA) has been rejected – how do I submit another one?

If your PRA is rejected, you can resubmit a new PRA by selecting the 3 dots icon in the top right of the work order details page & selecting the ‘Redo PRA’ option.

For further information on this process, see section 8.4 of the Technician User Guide.

  • How do I know who to select as an approver?

From the work order details page, you will see ‘Site Details’ tab at the top of the page. Selecting this tab will list the Facilities Manager for the site that the works were raised to. This will be the approver that you will need to select.

  • Where can I find copies of the pre-start risk assessment (PRA)?

As a technician, all your submitted PRA’s & Permits will be listed as hyperlinks on the work order details page. Selecting any of these links will load a PDF copy of the form which can be downloaded.

Your vendor administrator will also have access to the PDF copy of any forms you have submitted via their SWAP web portal. Work orders will remain visible in your administrator’s portal for 3 business days post closure.

Additionally, all documentation that is submitted through SWAP is stored with in the Facility Manager’s portal and they can obtain it at any stage. If you can no longer view the work order via SWAP, you can contact the Facilities Manager to obtain a PDF copy of your PRA’s & Permits.

  • If we have multiple jobs on the same site on the same day will we need to submit multiple PRAs? Can the PRAs be finished off at the end of the day?

For Planned Preventative Maintenance (PPM) work orders raised to the same client site, a bulk-PRA can be submitted against all PPM works. This will link the one PRA form to all work orders selected. For further information on this process, please see the Bulk-PRA one page user guide or section 8.5 of the Technician User Guide.

For Reactive Maintenance (RM) works, technicians can work on multiple work orders on the same site, and do not need to close out one work order before starting another. You will be required to complete one PRA per work order for RM works. The PRA will need to be done at arrival on site or when the technician is about to begin that particular work order, as this forms the on-site component of KPIs

Permit

  • How do I apply for permits in SWAP?

    Where the feature is enabled in SWAP for a client, to apply for a permit you select the high risk work you are performing (e.g. confined space entry) then a form will come up for you to detail the specific risk controls that are in place. The permit will then be signed off directly on the app and submitted or submitted to an approver who will then review and approve within the app.

  • How will I know if my permit has been approved or declined?

    You will receive a push notification on your phone to let you know if your permit has been approved or declined.

  • I’m waiting to start work but I haven’t received my permit approval yet – what do I do?

    If you are waiting for permit approval, contact the Cushman & Wakefield Maintenance  Operations Centre

  • My permit has been declined. What do I do now?

    If your permit has been declined, the Facility Manager should be in touch with you to discuss why the permit was declined. If you haven’t heard from the Facility Manager, contact the Maintenance  Operations Centre. Once you have discussed the permit with the Facility Manager, you will need to redo the Pre-Start Risk Assessment and Permit to send back to the Facility Manager for approval.

Closing Work Orders

 

  • Can I reopen a closed work order in SWAP to add more information?

No, once the work order is closed, you will need to contact the Maintenance Operations Centre to provide any additional comments on the work order, or to reissue the work order if works were not completed.

  • If I complete a job in the SWAP app, will it close the job with Cushman & Wakefield?

Yes. Once you close a job in the SWAP app you no longer need to call the Maintenance Operations Centre call centre to do this.

  • I can’t finish the work order today – Do I have to close the work order when I leave site?

No, if you haven’t completed the job, leave the work order open & check out of site via the 3 dots menu in the top right of the work order to complete when you next attend site. You don’t need to close off work orders if you leave site and don’t come back for any given period of time.

For further information on checking in/out of a work order, see section 7.2.1 of the Technician User Guide.

  • Once a technician has closed the work order, does that information feed back to the Vendor Administrator?

Yes, your vendor administrator will be able to view any work orders that have been closed out via SWAP for 3 business days post closure by filtering their work order list for a status of ‘Job Complete’. This will allow them to review the change history, closure details and any forms that were submitted against the work order.

Vendor Administrator + Technician

  • I am also a technician, but only registered as a vendor administrator – what do I do?

A Vendor Admin can go into their profile, and select “Work also a technician?” checkbox. This will populate a section for you to add your competencies. Once a minimum of one competency is added, select the update option to save your changes.

Once done, you will be able to assign jobs to yourself in the web portal and will receive access to the SWAP mobile app.

  • I am a Vendor Administrator for my own company, but also work as a Technician for a number of others – how do I know which vendor sent me the work?

As a Vendor Administrator, you can check which company has sent you the work order when you log into the Vendor Administrator Portal.

First navigate to the My Work Orders tile and select the work order number to view the Work Order Details page. This page will list the ‘Vendor Company’ that the work order was raised to.

As a Technician, you can view the vendor details under the Work Details tab once you have selected the work order in the SWAP app. This page will also list the ‘Vendor Company’ that the work order was raised to.

  • How can I cancel a duplicate request that has been issued?

As a Vendor Administrator, you can select the ‘Decline’ option from the select Action Drop down on a work order. This will remove the work order from your SWAP portal and issue an email to the Maintenance Operations Centre to cancel the work order

Technology

  • Do I need to have a smartphone or tablet to use the technicians SWAP app?

Yes, the technicians SWAP app is only available on iOS and Android and can be downloaded from your devices app store.

SWAP is currently available for devices running Android version 7 or above & iOS versions 10 or above.

  • How do I find the SWAP app?

Find and download the app to your device by searching for “Cushman & Wakefield SWAP” in the App Store or Google Play

  • How do I access SWAP?

Once you are registered for SWAP:

As a Vendor Administrator you can access the SWAP Web Portal http://www.cushwakeswap.com

As a Technician, Worker or Subcontractor you can download the SWAP app by searching for Cushman & Wakefield SWAP

Use your login details to access the application.

  • How do I update the SWAP app?

The SWAP app receives updates via the App Store or Google Play store.

It is recommended that you have automatic updates enabled for this app to avoid issues with using an old version.

  • Does SWAP work offline or in areas with no internet?

No, you will need internet access to use SWAP. There is no offline mode available.

  • Are there browser requirements for SWAP?

Yes, there are minimum Browser requirements. You will need Microsoft Edge (version 3 or above), Mozilla Firefox (version 48 or above) or Google Chrome (Windows and Mac).

  • How do I know if my qualifications and personal information that I upload to SWAP are secure?

SWAP has a number of security features built into the system to ensure that any information stored in the system remains secure. This includes two-layer access controls to prevent unauthorised users from viewing or modifying contact, password encryption and data encryption.

  • I have the SWAP app downloaded on my phone and my tablet – can I use the same log in for both devices?

Yes, you can use the same details to log into SWAP on multiple devices.

  • What do I do if I am unable to update a work order via SWAP whilst onsite?

If you are unable to update a work order whilst onsite (i.e. due to reception issues), you will need to fill out manual pre-start risk assessment whilst onsite, which can then later be filled out in SWAP once your are able to use the app.

The SWAP closure process will allow you to amend your onsite and closure times to reflect the accurate times that you attended site.

  • If we have our own work order management system does the technician need to sign in twice? Can the systems talk to one another?

The technician will need to sign in twice.

Further Assistance/Help

  • Who can I contact if I am having issues using the SWAP app or SWAP Contractor administrator portal?

First, go to the SWAP Engagement Portal www.cushwakeswap.com.au and check the FAQ to see if your query has been resolved there. There are also detailed user guides, quick reference guides & video guides listed on this portal.

You can also email AU.Application.Support@cushwake.com. In the body of the email write down the issue, along with any screenshots that may be helpful for troubleshooting and include your best contact details.

You can also call 1300 149 286 (Option 1) for urgent issues.

  • How do I change my password?

To update your password, first log in to the SWAP Web Portal and select the My Profile tile. From here, fill out the password “Change Password” & “Confirm Password” options and select update.

  • How do I reset my password for the SWAP app?

From the log in screen of the SWAP Web Portal or Mobile Application, select the Forgot Password option & enter your SWAP registered email address. This will issue an email with a password reset link.