Attendance Standards Policy
Who is responsible for notifying their supervisor or designee of an absence?
This is the practice of not calling in to inform management of your intent to be absent.
What is a No Call/No Show?
The expectation of how calls are handled ensures what type of assurance?
What is quality assurance?
These are examples of violations of standards of conduct.
What is hanging up on callers, using profane language, muting callers, sleeping, singing, or yelling?
What are agents required to do at the beginning and end of your shift for time keeping?
What is "log in" & "log out"?
Who is required to request medical verification if sick leave is abused?
What is a supervisor?
How many hours before your shift are your required to notify a supervisor before it is deemed a No call/No show?
What is 2 hours?
What score is required to consider a monitored call handled properly?
What is 100%?
This is the standard of how employees are expected to behave at work.
What is the standard of conduct?
How fast should employees report issues with signing in and out of the phone to a member of the management team?
What is a period of continuous unscheduled absence for the same reason?
What is an occasion?
Which agency dispatch will you call no later than 4:00am if your shift begins at 6:00am to report your absence?
What is DPW Dispatch?
These requests are required to be properly categorized to demonstrate professionalism as outlined in the "Quality Standards" Policy. What is the name of these requests?
What are service requests?
These are examples of proper phone etiquette.
What is being professional, respectful, polite, helpful, sympathetic, empathetic, courteous, and/or an effective listener.
During which part of the shift is an employee required to sign in if the employee is working overtime?
What is the beginning of the shift?
What is the name of the year that tracks occasions over a 12-month period?
What is a rolling year?
If an employee intends on being absent for multiple days even if it is for the same reason on what days will the employee be required to notify the supervisor.
What is every day or on a daily basis?
What is the first level of disciplinary action if an employee submitted calls for service with incorrect information?
What is written coaching?
Which action on a call will cause disciplinary action to immediately proceed to the second level of discipline?
What is hanging up on a caller?
What will be the possible consequences for an employee who fails to sign out at the end of their shift?
What is an infraction?
What is 7 occasions?
What is the possible result if an employee fails to report to work for any scheduled shift for three consecutive days?
What is termination?
What is the period of time an infraction stays active?
What is one year?
Which disciplinary action level causes a five-day suspension?
What is fourth level?
You will have to walk through this if you reach the sixth level of disciplinary action for recommendation for termination?
What is the DOOR?