LMO Roles & Responsibilities

Field Conduct, Payouts & Leave Structure

Department

LMO (Last Mile Officer)

1. Purpose

This SOP defines the roles and responsibilities of Last Mile Executives (LMEs) while on field duty, and lays out the governing framework for payouts and leave. It is designed so every LME understands what is expected at each client touch-point, and how their conduct on the ground protects sample integrity, the AVM Labs brand, and client relationships.

2. Scope

Applicable to all Last Mile Executives engaged in sample pickup, cold-chain transport, and delivery to the lab, across all routes and client sites serviced by AVM Labs.

3. Core Responsibilities — The Four Pillars

Every LME is the visible face of AVM Labs and the last safeguard for sample integrity.

Field conduct is anchored on four pillars:

Heads

Description

1. PTAT & Cold Chain

Protect samples quality by keeping every sample within the required temperature range and within committed turnaround time.

2. Brand Reputation

Uniform, ID, and in office conduct represent the AVM Labs brand at every client stop.

3. Client Trust

Punctual, polite, and professional pickups keep hospitals, clinics, and franchisee partners confident in the service.

4. Team Reliability

Proactive planning — leave intimation and route discipline — keeps the entire delivery chain on time.

3.1 PTAT & Cold Chain Compliance

Required Range — No Exceptions

2°C – 8°C from pickup to lab handover. A sample that leaves this range can give a wrong or unusable result, directly affecting patient care.

Sample pickup-to-lab TAT must stay within 3 hrs in Intra city, 18 hrs in Inter City, 38 hrs for CRL

- Use the designated chiller box for every pickup.
- Check that ice/gel packs are fully conditioned (frozen for at least 48 hours) before starting the route.
- Record the box temperature at pickup and again before handover; log any out-of-range reading immediately.
- Never leave the chiller box in direct sun, a hot vehicle cabin, or open for extended periods at the client counter.
- If temperature drifts out of range, replace gel packs immediately to restore the required range.




- Track timing against the pickup window at every stop; if running late, call the client centre and the LMO immediately.

3.2 Brand Reputation — Professional Presentation

How an LME appears at the client's door builds — or breaks — instant trust.

1. Uniform: Clean, pressed AVM Labs uniform every shift; no tears, stains, or missing buttons; worn correctly (tucked in, complete set).

2. ID Card: Worn visibly at all times on client premises; photo and details must be current; report a lost or damaged card immediately.

3. Footwear: Clean, closed-toe, presentable shoes; no sandals or worn-out footwear; comfortable for full-day rounds.

4. LME bag: Chiller box mandatory place inside LME bag to avoid exposure to sun.

3.3 Client Trust — Client-Facing Conduct

- Greet every client and staff member politely — a calm, courteous manner reflects on the whole lab.
- Stay professional even when a centre is busy, delayed, or a sample query gets complicated.
- Never rush, argue, or show frustration in front of clients — escalate concerns to the supervisor instead.
- Represent AVM Labs with patience and a helpful attitude at every single stop.

3.4 Team Reliability — Proactive Planning & Leave Intimation

Routes only run smoothly when supervisors know an LME's availability in advance.

1. Plan Ahead: Request planned leave as early as possible — never last minute, unless a genuine emergency.

2. Inform Early: Intimate the supervisor directly (call + message) the moment unavailability is known.

3. Hand Over: Brief the backup or supervisor on pending pickups, client timings, and special instructions.

4. Confirm Coverage: Do not assume reassignment — confirm routes are covered before leave starts.

4. Daily Field Checklist

A quick self-check before and during every shift keeps standards consistent:

- Uniform clean, ID card worn,



shoes presentable, LME bag usage
- Chiller box conditioned and temperature-checked
- Route and client timings reviewed for the day
- Leave/absence informed in advance, if applicable
- Polite, professional conduct at every client stop
- Temperature logged at each pickup and handover

5. Leave Structure

Leave for LMEs follows the standard process below. Category-wise entitlements should be read together with the HR leave policy applicable to the employee's grade and location.

Heads

Description

Planned Leave

1.Leave (More than 3 days) - 7 days prior to the beginning of leave period.

2.Short Leave (Less than / equal to 3 days) – Two days prior to availing leave.

Emergency Leave

Informed Leave – Intimation should come 2 hours before duty time and leave application should reach LMO/HR within 24 hrs of resuming duty

Handover Requirement

No leave is considered complete without a handover of pending pickups, client timings, and special instructions to the backup or LMO.

Coverage Confirmation

The LME must receive explicit confirmation that routes have been reassigned before the leave period begins.

Note: Specific leave quotas (casual, sick, earned leave days per year) are governed by the AVM Labs HR Leave Policy and should be attached/referenced here by HR.

6. Payout Structure

LME payouts are structured to reward both operational compliance and field discipline.

The components below should be finalised and filled in by HR/Finance before this SOP is circulated.

Heads

Description

Salary

₹ 2.50 LPA

Incentive Per Pickup

₹ 100 Per Pickup

Breakup :

1. ₹ 50 = Per Succesful Pickup

2. ₹ 50 = Performance bonus

Perofmance KPI :

ü On-Time Pickup ≥95%

ü PTAT <3 hrs

ü 0 Complaints

ü Attendance ≥95%

Sample Transport Cost

(Applicable only Inter city)

STC will be reimbursed by monthly cycle

Deductions

Applicable for cold-chain breaches, TAT breaches, uniform/ID non-compliance, or unapproved leave, as per policy.

Payout Cycle

Monthly [7th of the each month]

Pay: ₹18,000.00 - ₹30,000.00 per month

Benefits:

- Flexible schedule

Work Location: In person

📌 Last Mile Officer (India)
🏢 AVM Labs
📍 India