C&D - Infractions
Offboarding
Coaching Conversations
Improvement Plans
100
A team member arrives on site 20 minutes after their shift start time. What type of Infraction would this be?
1 point- General Tardy
100
Prior to having an offboarding conversation, who should you seek approval from?
The HR Team - all offboarding approvals must come from HR!!
100
You are about to coach a team member on arriving late to work today.
What steps should we take when coaching team members?
-Check in with the team member
-Start conversation with a positive
-Discuss infraction with the team member
-Let them know their current C&D standing
-Explain the why!
100
A team member has received 5 points in attendance, what type of IP would they become eligible for and what are the guidelines of the IP?
Attendance - cannot receive more than 3 attendance infraction points within 30 day IP duration
200
A team member arrives on site without their name tag on, you have coached the team member on adhering to Citrin's brand standards. What type of infraction should be submitted?
1 pt - Appearance Infraction
200
After a team member has been offboarded/resigned, what needs to be submitted?
Status Tracker!
-Status trackers need to be submitted timely to ensure we are remaining compliant!
200
You are completing driver’s training with a new team member during their first training shift. During the training, the team member behaves in risky behaviors such as, rolling at a stop sign, hitting a curb, and harshly accelerating/braking.
What are the next steps that you would take?
-Let the team member know that they have failed their driver's training.
-Submit Failed Driver's training form!
-Contact HR!
200
You receive an email from the Safety Team that a team member has received 3 minor safety violations within a 30 day period.
HR has responded and approved the team member being placed on an IP to correct and monitor the behavior moving forward.
What Improvement Plan should the team member be placed on?
Conduct Improvement plan!
300
A team member got their shift covered by another team member, this was not updated in Deputy, resulting in an infraction showing on your dashboard for the team member. You were made aware of the shift-swap, what would be your next steps?
Contact your Operations Leader to submit an exception!
- Do not submit the infraction!
300
A team member No call No showed their 1pm shift, it is now 1:01pm the next day and you still have not heard from the team member.
What should be your next steps?
Status tracker submission for job abandonment!
After a team member No call no shows their shift and we do not hear from them within 24 hours, or by the start time of their next shift, then job abandonment has taken place!
-Prior to submitting, please be sure the NCNS infraction has been submitted!
300
While on the service drive, a team member walks by you and you notice that there is a smell of body odor.
How would you coach the team member in this scenario?
Remember- In all coaching conversations we want to show empathy!
Explain to the team member that you noticed a smell and need to ensure that all team members are living by our brand standards, especially when driving customer vehicles. Check in to see if there is anything we can do as leaders to help the team member!
(purchasing deoderant, soap, laundry detergent, etc.)
300
A team member has been added to your C&D dashboard tab and are eligible for an improvement plan.
The "ADDED DATE" is 1/29/2025, but you had the IP conversation on 1/31.
What date should you use for the IP started date when submitting the infraction?
1/31!
We ALWAYS want to use the date we held the conversation with the team member as the IP start date!
Reminder- Never submit a start of IP infraction prior to the conversation being held with the team member!
400
A team member has not shown up for their shift and you have reached out to them to see if they are okay, but did not receive a response. The team member eventually responds 1 hour after their shift start time to let you know they are unable to make it in.
What infraction should be submitted?
A NCNS - 5pt infraction!
400
You have received approval from HR to offboard a team member, now you need to arrange for a witness to assist with the conversation.
Who can be witness for these conversations?
- Another MIT, or above! (AM, SAM, Ops Mgr, Regional)
-Member of the HR team!
-NO hourly team members/shift leads
400
You ask a Team Member to park a vehicle. The Team Member refuses and states that there are other Team Members just standing around that could easily complete the task as well. You ask the Team Member again to complete this task and they eventually park the vehicle. What would be your next steps?
Multiple Correct answers!
400
A team member has succesfully completed their improvement plan.
What should our follow up with the team member entail?
Notify them of their improvement in the behavior!
Explain that they cannot become eligible for an IP of the same type for 90 days after the IP completion date.
500
You have coached a team member verbally for using their cell phone on the drive. Then, the next day you see the team member using their cell phone again. After coaching the team member, what infraction should you submit?
1pt- Location Policy!
If the team member does not take the conversation well (raised voice, inapropriate language, etc.) We will want to send the team member home, submit a conduct infraction, and contact HR!
500
Walk us through how you would hold an offboarding conversation for a team member that has failed their attendance improvement plan.
- Set the scene (how they became eligible for the IP, how they could have succesfully completed, then how they have failed)
-Have the team member's infraction points in front of you
-Be objective and to the point!
-Show Empathy - Thank them for their time at Citrin and wish them the best of luck!
Reminder: These converstions should take place while the team member is off-site!
500
A team member works another job that may require them to work past their end time. This results in them not being able to attend their Citrin shift or they arrive late. The team member texts the manager once a week about this. The manager has opted to not submit the infractions for call offs because their full time job schedule is out of their control and just had verbal conversations with them.
What would be your next steps in handling the situation as another leader at the location?
-Explain to the team member that we have to remain consistent and submit infractions when they are absent from/arrive late to work!
500
Walk us through how you would place a team member on an attendance improvement plan:
-Discuss team member's current points
-The type/length of IP (30 days)
-How to succesfully complete the Improvement plan
-How we can help! (availability updates, personal stories, etc.)