LL - Call Center Attendance Policy

HeroCo Call Center Operations Attendance Policy

Effective Date: 1/1/25

Clocking In/Out and Communication

• All CH/OPS/SR team members should:
  • Use the TimeClock to clock in and out.
  • And check in and out via Slack when your shift starts, ends, or when you go on and return from breaks. Use the #ch-login-out-break Slack channel for this purpose.

Breaks

• Team members working an 8-hour shift are entitled to:
  • One 30-minute paid meal break.
  • Two 15-minute paid short breaks
• Guidelines:
  • Do not clock out for breaks
  • If you exceed your break time by at least 5 minutes, the HelpDesk attendant will contact you. After 15 minutes of no response, you will be clocked out, and your manager will be notified.

Planned Leave (Vacation/PTO)

• Submit leave requests at least 2 weeks in advance via the TimeClock.
• Leave requests are approved on a first-come, first-serve basis and are always excused if submitted in time. 
• Except when: 
  • Request falls on a black out day
    • Black Friday, Cyber Monday 
    • Extended stock outs, Pre-Announced business needs
    • Team is understaffed
• Requests made with less than 2 weeks' notice may not be approved and could be considered unexcused. However, reasonable accommodations will be made for valid requests submitted with less than 2 weeks' notice, especially when the delay is beyond the employee's control or if appropriate documentation is provided.

Unplanned Absences (Sick Days, Emergencies)

• Notify us at least 2 hours before your shift via:
  • The /attendance Slack tracker.
  • Email: attendance@theheroco.com.
• A doctor's note is required for absences lasting more than 3 days.
• Emergencies (e.g., natural disasters, family crises, death) are reviewed on a case-by-case basis.
• Repetitive absences (e.g., three or more non-consecutive days) without documentation may be reviewed on a case-by-case basis for compliance with attendance expectations.

Power/Internet Outages

To minimize disruptions, team members are required to have backup systems, such as a secondary wired or wireless internet provider, to ensure continued work without interruption.

Internet Outage:

• Single Provider Down: Attendance points will be assessed, as this is considered an unexcused absence.
• Both Providers Down: Attendance points may be waived if documentation is provided showing that both providers were unavailable. Acceptable documentation includes official service outage confirmations from your providers.

Power Outage:

• Attendance points may be waived if documentation is provided showing that power services were unavailable. Acceptable documentation includes official service outage confirmations from your power provider.

Important Notes:

• Other types of evidence, such as photographs or personal statements, will not be accepted.
• Frequent outages, even with documentation, may be reviewed to determine if additional preventative measures or accommodations are required.

No Call No Show (NCNS)

• Failing to notify us within 24 hours of a missed shift will result in an NCNS attendance violation, which will result in a final written warning and may lead to termination.
• Attendance points may be waived if documentation is provided showing a reasonable explanation for the absence.

1. Medical Absences:
   • Medical certifications will be verified by contacting the physician’s office to confirm the validity of the documentation.
2. Internet or Power Outages:
   • Internet or power outage claims will be verified by reaching out to the relevant service provider for confirmation.

Point Allocations

• 0.5 points: Minor infractions (e.g., missed time clock or check-ins, make up time w/o approval).
• 1 point: Tardiness of 5 minutes or more (clocking in late or returning late from breaks).
• 2 points: Unexcused absences (MIA or power outages resulting in more than 1 hour of missed work, more than 3 days of repetitive sickness w/o documentation, excessive breaks or outages, etc).
• 8 points: No Call No Show (NCNS).

Point Thresholds and Consequences

• 3 points: Counseling session
• 4 points: Verbal warning
• 6 points: Written warning
• 8 points: Final written warning

• 10 points: Termination

  
  
  

Point Reset

• Points reset once a year on January 1st.
• Accumulating 10 points within the year or 3 written warnings over any time period could result in termination.
• Written warnings remain on record indefinitely but are reviewed annually to ensure alignment with current performance. 

Make-Up Time and Overtime

• Only excused absences qualify for make-up time
  • Must be pre-approved by your manager
  • Scheduled during peak business hours (8:30am-8:30pm CST) 
  • Cannot result in overtime for a U.S. employee 
  • Completed in the same payroll period for contractors
• Overtime Approval
  • Overtime is not automatically approved. If a task requires you to work beyond 10 minutes past your scheduled time, you must obtain pre-approval from your manager.
• Notification Requirements
  • HelpDesk should be notified by a manager when make-up time or overtime is scheduled.

Monthly Good Attendance Bonus

• Earn 1 point for every week of perfect attendance
• Qualify with 4 points in a month for a chance to win a $75 bonus
• A drawing will be held if there are multiple team members with the same amount of points, choosing 1 winner

CC: https://docs.google.com/document/d/1DyhE2xG41dVaFy3y5H5xVfkMmGnjiPohEisdyQ6ysgY/edit?usp=sharing