Attendance
Policy
Policy
This is the expected time employees should be at their work area and ready to begin.
What is the scheduled start time?
This is the term for short rest periods typically provided during a work shift.
What are breaks?
This term describes any behavior that delays, avoids, or improperly transfers customer calls.
What is call/work avoidance?
Employees must stay in communication with this group during system outages.
What is leadership or their supervisor?
This type of employee is covered by the Enhanced Flexible Attendance Policy.
What are exempt and non-exempt employees?
Employees are expected to follow this when taking breaks or personal time.
What is the company’s break and personal business policy?
If an employee is unable to correct the identified issues, their employment may be subject to termination review.
What is Termination Consideration?
This type of issue includes local internet or phone outages.
What is an employee-responsible issue?
Excessive breaks, tardiness, or leaving early without approval may result in this.
What is corrective action or disciplinary action?
Managers may require this before approving personal business time.
What is advance notice or approval?
This occurs when an employee leaves their desk while their phone is in this state.
What is “available” state?
If an employee cannot resolve an issue and cannot work, they may need to use this type of time off.
What is PTO or VTO?
PTO must be used for both planned and unplanned absences unless this is allowed.
What is make-up time or a leave of absence policy that allows choice?
This action may be taken if break policies are consistently violated.
What is disciplinary action?
Examples of call/work avoidance include, but are not limited to:
• Not answering an incoming call
• Intentionally preventing an incoming call
• Disconnecting a call without notifying the customer
• Failure to greet a caller resulting in customer disconnect
• Needlessly transferring a call to another queue, cold transfer or intentionally transferring caller to a number that has not been authorized
• Manipulating equipment in any manner as to defray or reject the connection of calls
• Manipulating equipment to create false production of work and/or performance metrics
• Not notifying your supervisor of equipment or system issues that will prevent you from taking or completing calls
• Leaving your immediate work area while your phone is in an “available” state
• Failure to wear your “headset” at your desk while an “available” state
• Excessive After Call Work (ACW), personal time, and locked/idle time
• Failure to complete and/or perform task in a reasonable time as outlined by role such as member callback requests or returning voicemails
• Failure to appropriately identify and document call reason, member concern(s) and assistance offered
• Avoiding task that would impact production goals and metrics
When working with the IT Help Desk to resolve a system issue, employees should do this regularly to keep leadership informed.
What is update their supervisor every 30 minutes?
This is the maximum number of hours of Flex Time an employee may take per week, and the timeframe in which it must be completed.
What are 4 hours per week, completed within the same pay period?
A formal written notice that outlines ongoing attendance concerns and sets clear expectations for improvement. It represents the last step before potential termination. If the employee's attendance does not improve following this warning, their employment may be subject to termination review.
What is a Final Warning?
Employees must report these issues to their supervisor to avoid call/work avoidance.
What are equipment or system issues?
If an employee cannot report to an office or arrange alternative work that complies with the telecommuter policy, this is how they should record their downtime hours.
What is regular time worked?