LL - Customer Happiness Policies We follow

1. ==Live by the HC-CH Core Values==

• Mission & Core Values

2. ==Always Reflect the HC-CH Culture==

3. ==Have A Quiet Workspace==

• You should have a quiet work environment without any conflicting responsibilities during your scheduled work shift.
• Your work space should be free from distractions.
• Please avoid having background noise during phone calls.

4. ==Tools==

• You should have up-to-date computer Windows 10 or newer, or macOS Mojave or newer, w/ antivirus protection, and Malwarebytes. 
• Chrome browser.
• Have high speed internet (minimum) 50 Mbps or better with a back-up. 
• Working camera and microphone - camera should be on during training/meetings.
• Headset with Microphone.
• Tools upkeep is the responsibility of the team member. Please troubleshoot technical issues and do updates during off work hours.

5. ==Customer Happiness Attendance Guidelines Updated Nov 2, 2023==

• All CH/SR Team Members should clock in/out using the TCP app as well as check in with your team via Slack when your shift begins and ends, and when you go on break and return from break. 

Breaks: 

• Everyone gets a 30-minute lunch/dinner break and 2 short 15-minute breaks every 8 hr shift. You do not have to clock out when taking a break - breaks are paid. 
• When you leave and return from break, you should alert your team via slack. This is done in your team Slack channel. 
• Lunch/Dinner breaks that exceed 35 minutes are considered an unexcused absence. Short breaks that exceed 20 minutes are also unexcused. 
  • If you do not return from break on time, the HelpDesk will ping you via slack. If we do not hear from you within 15 minutes, you will be clocked out at the time your break was due to end. 
  • The HelpDesk will contact you and your manager via slack to notify you that you’ve been clocked out. You will need to clock in again when you return. 
  • If you know you need to take an extended break, please alert your manager and helpdesk, so they know when to expect you to return. Keep in mind that you will still be clocked out at the time your break was due to end. 

Planned Leave/Vacation/PTO:

• If you need to take time off, please give a 2-week notice. You will need to complete a leave request in the time clock app.
• Leave requests are approved on a first-come, first-serve basis. If too many people have asked off on a certain date, your request may not be approved for that day, this is why we ask you to request your leave in advance. 
• The cut-off to request leave in the time clock app is 2 weeks. Leave requests received with less than 2 weeks notice may not be approved.
• Time off requests that are requested in the time clock app and are approved are always considered an excused absence.   

Unplanned Absence or Illness:

• If you are sick, you should contact your manager immediately via Slack. If your manager is unavailable, you should message the HelpDesk attendant. 
• You should also log your sick day on the attendance tracker. This is where managers and HelpDesk look when someone doesn’t show up for their shift. 
• If you miss more than 3 consecutive days of work, a doctor's note is required after the 3rd day of being sick/out of work, otherwise it may be considered an unexcused absence. 

Power/Internet Outages:

• Power or internet outages are considered unexcused without proof of the outage from your provider. 
  • To provide proof, you can sign up to receive text or email alerts from your provider for internet/power interruption updates. If they don’t provide text or email alerts, they may post outage updates on their website or social media page. You can also open a ticket with them.
  • You can email, screenshot, or otherwise provide a current copy to your manager or helpdesk.
• During outages or other unpreventable events, you are responsible for contacting your manager via Slack, or by email, text, or Viber, along with proof of the outage from your provider.
  • If you are logged in when your power interruption happens, and it lasts more than 30 mins, you will be automatically logged out. This means you will have gotten paid for ½ hour that you didn't work. Therefore, if you had not taken your break before your power interruption, you should forgo your break. Your 30-min interruption should serve as your 30-min break. 

Communicating your absence: 

We understand that unforeseen things happen, however it is your responsibility to contact your manager with as much notice as possible before your shift starts if you will be absent for part or all of your shift. 

• It is your responsibility to make sure you have a way to contact us in the event that you have an outage, an emergency, are sick, late etc. 
• My phone died, my alarm didn’t go off, my computer died, I got stuck in traffic, the dog ate my homework, etc. are not valid reasons for not contacting your manager or helpdesk during an absence. 
• If we do not hear from you, this could be considered a No Call No Show (NCNS) absence which is subject to termination. 

Make Up Time: 

• If you are absent, you can use your PTO hours to be paid for your time off if available. 
• If you do not have PTO, you can arrange to do make-up time if your absence is an excused absence. 
• Your manager must approve your make-up time before you clock in. Approved make-up time should be done only during peak business hours and will include your regular duties. 

Overtime:

Overtime is not automatically approved. However, we understand that occasionally a task can take longer than expected, therefore if you need to work more than 10 minutes beyond your scheduled time, it should be pre-approved by your manager. 

Requesting time off:

• Request time off at least 2 weeks in advance in Time Clock Plus.
• All leave requests or absences that you aren’t able to add to TCP should be logged on the attendance tracker: https://forms.gle/hnxSMzLJADpims6N6
• Please avoid scheduling time off on Mondays (CST) when possible, as this is our busiest day.

Unexcused absences: 

An unexcused absence is when you take time away from work without the permission of your employer. (Unexcused absences have not been scheduled or approved by a manager).

What is considered an unexcused absence?

• Missed or Late clock in/out in TCP (w/o manager approval)
• Early clock in (more than 10 mins w/o manager approval)
• Early clock out (more than 2 mins w/o manager approval) 
• Late clock out (more than 10 mins w/o manager approval)
• Late returns from break (Lunch/dinner beyond 35 mins, short break beyond 20 mins w/o manager approval)
• Internet outage without proof from provider
• Power outage without proof from provider
• Last minute call out (less than 2 weeks notice w/o manager approval)
• Missing in action - unavailable, not online, not responding 35+ mins w/ no contact 
• No call No Show 1 shift w/ no contact 
• Sending a message to a co-worker (instead of manager or helpdesk) for absences 

Unexcused absence policy:

• Unexcused absences will be measured on a monthly basis.
• 1 unexcused absence within a month is allowed. 
• You will receive a written warning if you have 2 unexcused absences within a month. Then another written warning for each unexcused absence thereafter (one for 3, one for 4).
• Unexcused absence totals start over every month, 
• Written warnings are a permanent part of your record and do not start over.
• One (1) No Call No Show absence will result in a written warning and may be considered a voluntary termination.
• If you get 3 written warnings over any time period of time, you are subject to being terminated. 

Excused Absences:

• Leave/Vacation planned 2 weeks in advance / logged in TCP
• Occasional sick days
• Emergencies (death, traumatic events, natural disaster)

MONTHLY GOOD ATTENDANCE LOTTERY:

• The Good Attendance Lottery runs on a monthly basis.
• Each WEEK that you have perfect attendance, you will receive 1 Good Attendance Point. 
• If you don’t have perfect attendance all 4 weeks, you will be disqualified from entering the monthly drawing.
• You must have 4 points to be entered into the lottery. 
• The teammate with the MOST points at the end of the month wins a $75 bonus!
• If multiple people have the same amount of points, we will choose a random winner from that group. 

To qualify for the Monthly Good Attendance Lottery:

(Each week of the month) 

• No missed punches 
• No last minute call-outs
• No sick days
• No late returns from break
• No early clock outs 
• No internet or power outages
• No missing in action, unreachable, not responding, NCNS

6. ==Holidays==

• US based W2 employees are on paid holiday hours for the holidays listed below.
• If you live outside the US, please contact your manager if you'd like to work on one of the holidays listed as optional for contractors.

1. New Year's Day (optional for contractors)
2. Memorial Day (optional for contractors)
3. July 4th Independence Day (optional for contractors)
4. Labor Day (optional for contractors)
5. Thanksgiving (optional for contractors)
6. Christmas (closed for all)

7. ==Have Fun==