Show:
Scheduling
Performance
Performance
Conduct
Misc
100

What are our standard hours of operation?

8 AM – 3 AM Eastern Time

100

What things fall under performance?

  • Attendance
  • ASA
  • Availability
100

How long is a performance period?


2 months (Jan/Feb, March/April, May/June, July/Aug, Sept/Oct, Nov/Dec)

100

How long is a conduct period?

1 month

100

What do you do if you have tech issues?

Contact NOC and include your TM.

200

What are our CORE hours?

9 AM - 9 PM Eastern, Monday - Friday

200

What does ASA stand for?

Average Speed of Answer

200

What is Availability?

Availability is the % you need to be set ready for each shift. 

200

What is a schedule adherence?

  • Not following your schedule. Examples include:
  • Clocking in too early (more than 10 minutes)
  • Clocking out too late (more than 11 minutes)
  • These are for your shift and for scheduled breaks.
200

What is the name of the program we use to do online trainings?

Prosperity

300

Do Flex VIs have to preschedule?

No, but they can if they want to.

300

How many shift changes can you have per performance period?

No more than 2

300

How can you check how many minutes you’ve been set ready each day in Agent Station?

By clicking the "Check Minutes" button on the right side of the screen.

300

What are MDDDs?

Missed, Dodged, Denied, or Disconnected Calls

300

Where can interpreters go to look/bid for community work and submit invoices for community work completed?

G2

400

Can Flex VIs be prescheduled outside of their availability?

No. If the hours requested are not available, they just won’t be scheduled.

400

What are the types of occurrences?

  • Late Arrival (less than 60 minutes)
  • Leave Early (less than 60 minutes)
  • Shift Change: Start Time Adjustment
  • Shift Change: End Time Adjustment
  • Shift Change: Call Out
  • Shift Change: No Call No Show
400

What availability % do you need for each shift?

80% during Core time and 85% during non-core time.
400

What falls under Conduct? Name 4 things.

  • MDDDs
  • Customer Feedback
  • Peer Complaints
  • Schedule Adherences
  • Teaming
  • Set Up Wrap Up
400

What are the names of the video cameras that VIs have in their station?

Foscams

500

How do Firefighter positions scheduled?

They are prescheduled for 2 hours less than their minimums each week. They are responsible for picking up 2 FF shifts each week OR 12 hours of FF shifts each scheduling round.

500

How many occurrences can you have in a performance period?

4 occurrences

500

How is Availability calculated?

It is calculated by dividing total time set ready by total time clocked into SSE multiplied by 100.

500

What should you do if you suspect an MDDD? Name 1 thing.

  • Problem Report
  • Email TM
  • Leave note in SSE
500

Where/How can employees find information regarding Benefits, Calendars & Holiday Schedules, Referral Forms, Reimbursement Programs, Employee Handbook, and State Sick Time Policies?

In ADP. Click the Resources tab and open the "Forms Library".