Documentation SLA (LOA)
Uploading Documentation
Uploading documentation via self-service is the preferred method. Uploads via self-service are normally instant, but may take up to 24 hours.
Turning in documentation via fax and e-mail: up to 2 business days
Submitting Initial Documentation
The employee is provided 7 calendar days to return complete documentation from the accommodation creation date.
Can an employee return to work without documentation from ELR extension?
Yes, they can.
Pd: They only need to pass the attestation.
Advise the employee in order for the extension to be approved and covered, they have 15 calendar days from the date the case was created to submit paperwork
ELR can be approved with no documentation in certain cases, but, we DO NOT have to inform about.
Which two countries in South America are the Iguazu Falls part of?
Argentina and Brazil.
What is the capital of USA?
Wasington D.C.
General Documentation Review
Up to 2 business days, unless the CM communicates a different SLA.
Return Call Request - CM/AR Review - Manager Escalation
Up to 4 business days unless the Accommodation Consultant communicates a different SLA
What are the paperwork requirements for ELR-Extension? (outside CA)
Pd: If they are from CA, diagnosis must be omitted.
Which country is home to the world’s tallest building?
United Arab Emirates (Burj Khalifa)
What is the capital of Russia?
Moscow
Submitting Initial Documentation
The employee has up to 22 days from the day their leave was created to submit all documentation.
If additional time is needed, an extra 7-day period may be granted.
Note: This scenario does not include Emergency Leave Response (ELR) extension cases.
Initial Contact
Up to 4 business days from the point of when the accommodation request was initiated.
Note: Advise the employee the Accommodation Consultant has up to 4 business days to take action on their case.
What should I do if an employee is calling to request to RTW when the ELR case is approved, pending or denied?
Advise the employee of the ELR status and refer them to the CRC.
Pd: If the employee insists on RTW and refuses to be transferred to the CRC, proceed to Step 2 in the ELR extension RTW process.
What country is the newest in the world to be recognised by the United Nations?
South Sudan
They declared independence on July 9, 2011
What is the capital of Nigeria?
Abuja
Initial Documentation Submission SLA - CFFM
Inform the employee that they have up to 21 calendar days from the day the acknowledgement letter was sent to submit supporting documentation for their CFFM LOA.
Note: If employee is unable to provide documentation within the 21 calendar days, create the applicable task by following the Create a Task in DALI article for guidelines
Accommodations Decision by Senior Operations Manager
Up to 7 business days unless the Accommodation Consultant communicates a different SLA.
This is for the site to respond to the AC. Do not create a Manager Escalation.
Is paperwork required for the attestation process?
No, it's not.
Which country has a unicorn as its national animal?
What is the capital of Czech Republic?
Prague
Deadline for PLOA Documentation
Initial Case: Employees must submit documentation within 3 business days of opening a PLOA case.
Reinstatement Review Requested
Reinstatement Review Completed
Up to 4 business days unless the case manager communicates a different SLA.
Documentation Deadline for ELR Extensions
15 calendar days from the date the case was created
By size, what is the smallest country in the world?
What is the capital of Thailand?
Bangkok