Alpine Access Attendance Policy
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Alpine Access Attendance Policy

Course Number: CIS ss, Spring 2011

College/University: Alabama State

Word Count: 2475

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ALPINE ACCESS CCP ATTENDANCE POLICY Revised 02/01/2011 PURPOSE Employee attendance and schedule adherence is essential to the companys success. Absenteeism and tardiness can be a very serious problem for the company as it is costly, causes unnecessary overtime, imposes additional work on co-workers and supervisors, disrupts schedules and creates morale problems. The purpose of the Alpine Access Attendance Policy...

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ACCESS ALPINE CCP ATTENDANCE POLICY Revised 02/01/2011 PURPOSE Employee attendance and schedule adherence is essential to the companys success. Absenteeism and tardiness can be a very serious problem for the company as it is costly, causes unnecessary overtime, imposes additional work on co-workers and supervisors, disrupts schedules and creates morale problems. The purpose of the Alpine Access Attendance Policy is to establish expectations around employee schedules and time off guidelines. This policy applies to all non-corporate employees in the Customer Care Professional (CCP) role who are not assigned to the IBM/Citi or AMEX programs. This policy supersedes all previous communications regarding reliability, time off and adherence policies including but not limited to, company reliability policies, program specific policies, vacation and sick pay policies and all other policies concerning reliability, attendance, time off and adherence. SUMMARY This table is a summary of the Attendance Policy. Please refer to the following pages for a full description of the policy. Expectations Employees are responsible to be logged in and available for work at the start of their scheduled shift. Employees unable to work their scheduled shift (this includes the entire shift or any part of their shift) must note ETC (or notify WFM via the Adherence Line, if ETC is unavailable) and call their immediate supervisor. If missing an entire shift, employee must note ETC and call immediate supervisor prior to when the shift begins. If leaving early, employee must note ETC and call immediate supervisor prior to leaving the scheduled shift. Time Off Employees are eligible for Unpaid Time-Off (UPTO) and accrue 10% of hours worked. Employees may request UPTO once they start production. Time off should be requested 2 weeks in advance and must have WFM approval and the employees immediate supervisor must be notified. Corrective Action The following situations may result in disciplinary action: - Excessive use of UPTO resulting in a negative balance - No Call No Show (NCNS) - Excessive tech issues, tardiness and unapproved absences EXPECTATIONS Regular attendance and punctuality are essential for efficient operation of the business and ongoing success for our clients and Alpine Access. Our clients enter into contracts with Alpine Access to support their business needs/call volume. Excessive absenteeism and tardiness may result in inadequate support of our clients needs and may cause them to re-evaluate the partnerships they have with Alpine Access. Employees are responsible to be logged in and available for work at the start of their scheduled shift. Employees will be paid for appropriate setup time prior to beginning of shift. Appropriate setup time will be determined and specified by each program and will vary based on program. If an employee is unable to take his/her scheduled break on time, it must be taken within 15 minutes before or after scheduled break time or as required by state law. Employees are responsible to track their time off requests and make sure that the time off is approved prior to taking time off from work. A request for time off does not guarantee that the time off will be approved Employees unable to work their scheduled shift should submit a time off request via the Employee Time Center (ETC), with start and end time of their absence, todays date, and select a reason codes from the available drop down options. The same applies in situations where a CCP leaves for any reason during a scheduled shift. CCPs must note the ETC or notify the WFM team via the Adherence Line and call their immediate supervisor prior to leaving their shift. Employees are responsible for beginning and ending their shift at the scheduled time. If an employee is unable to start his/her scheduled shift on time, and the Employee Time Center is unavailable (example: ISP outage), he/she must contact the Adherence Line prior to the start of the scheduled shift. Program-specific Adherence phone numbers are located in the Web Center. In addition, the employee must also call his/her immediate supervisor to notify the immediate supervisor of the time that will be missed. Employees who are tardy for their scheduled shift may be subject to disciplinary action. Employees must note ETC for all shifts that are being missed. For example, if an employee is scheduled for two shifts in one day, the employee must notify WFM that he/she will miss both shifts. If the employee fails to note ETC (or call the Adherence Line if internet service is not available) regarding missing a shift, the employee will be subject to a No Call No Show (NCNS). When reporting absences to the Adherence Line, please provide this information in the following order: Program First and Last Name as indicated in Web Center User ID Dates and Times of all Shifts Unable to Work Reason for Absence Employees who miss 5 or more days consecutively for medical reasons must use the fax coversheet in the employees program toolbox and fax supporting documentation to the Alpine Access Human Resources Department at 303-648-5444. Please do not fax documentation for absences other than those related to bereavement, jury duty, military leave or medical leave that exceeds 5 days. All other time off will be deducted from the employees time bank and should be noted by the employee in ETC. RULES Available Time-Off Bank All CCPs will be eligible for Unpaid Time Off (UPTO). Employees will accrue 10% of hours worked and may request Unpaid Time Off hours once they start production. Hours worked is defined as the employees scheduled hours less availability exceptions. Accrued Unpaid Time Off hours will be added to the employees bank each pay period. Unpaid Time Off may be carried over from year to year. Program Transfers Employees transferring from one program to another will maintain their Unpaid Time Off bank balance. However, the employee may not be able to use the Unpaid Time Off until the start of production on the new program. Requesting Time Off Employees are encouraged to plan time off in advance. Future time off requests must be submitted 2 weeks in advance. Approvals for time off requests are based on business needs and must be approved by WFM. In addition, employees must notify their immediate supervisor of the time off. Employees may not take more than 2 consecutive weeks off at a time without manager approval. Weekend requests will be pending until staffing requirements are determined. If employees miss a scheduled weekend and the time off was not approved, the missed schedule may result in disciplinary action. Requests for Holidays and the day before and the day after a Holiday will be pending until staffing requirements are determined for that Holiday. If employees miss a scheduled Holiday and the time off was not approved, the missed schedule may result in disciplinary action. Requests for blackout dates will be pending until staffing requirements are determined for that blackout date. If employees miss a scheduled blackout date and the time off was not approved, the missed schedule may result in disciplinary action. Exhibit A shows the blackout dates in which time off requests will be pending until staffing requirements are determined. Employees who request time off will have the hours deducted from the employees time off bank. Deductions All time away from work will be deducted from the time off bank. Availability Exceptions The following items are examples of situations that result in missing time from a scheduled shift but will not result in time being moved from an employees Time Off bank. - Technical Issues o o Excessive employee caused tech issues will be closely monitored by management and dealt with appropriately. Employee caused tech issues are defined as any tech issue that is not a result of Alpine or client systems. o - Technical issues will not be deducted from an employees time bank. Documentation may be required for tech issues. Falsifying technical issues negatively impacts our clients. Employees who are monitored as falsifying technical issues will receive disciplinary action, up to and including termination. Bereavement time time o - Missed will be credited to employee time bank in accordance with approved bereavement policy. Additional time off for Bereavement beyond what is allowed per the Bereavement Policy will be deducted from the employees time bank. The Company reserves the right to request documentation such as a funeral notice from the funeral home or a prayer card from the service. Jury Duty o o - Military Leave o o - Employees are responsible for notifying HR when they have been summoned for military leave. Upon receipt of documentation, missed time for military leave will be credited to employee time bank. FMLA (Family Medical Leave Act) o o - Employees are responsible for notifying HR when they have been summoned for jury duty. Upon receipt of documentation, missed time for jury duty will be credited to employee time bank. Please refer to the employee handbook for the full policy on FMLA for eligibility requirements The first 5 days of FMLA will be deducted from the employees time bank. Additional eligible FMLA hours after the first 5 days will be credited to employees time bank. Emergency Medical Leave o o Employees who suffer a medical emergency that does not qualify for FMLA may be eligible for emergency medical leave. Please see the employee handbook for complete details on emergency medical leave The first 5 days of any medical leave will be deducted from the employees time bank. Additional eligible medical leave hours after the first 5 days will be credited to the employees time bank. - Approved Jump off and/or Approved PT or Break SP status by OCC/WFM for staffing adjustment o - Employee must follow jump off notation guidelines for credit of time toward time bank Scheduled time missed for Natural Disasters/Acts of Nature will be credited to the employees time bank. The company reserves the right for documentation prior to crediting the employees time bank. The exception code called HR Pending will be entered in cases where the type of time off requires documentation. The HR Pending exception code will be replaced with the appropriate exception code once documentation has been received by HR. Time off requests are deducted from the employees time bank after the time has been taken, not at the time of the request. Employees are expected to be aware of their time off balances and the amount of time off requested so that time off requested does not exceed the accrued time off bank balance. CORRECTIVE ACTION Employee attendance and punctuality are considered, along with employees work performance, in granting hours/schedules, compensation, promotions or transfers. Absenteeism or tardiness that is excessive in the judgment of the Company will not be tolerated. Excessive Use of Time Off If an employee has attendance issues that result in multiple unapproved absences, excessive tardiness, or multiple tech issues, the employee may be subject to disciplinary action up to and including termination. In addition, if an employee has attendance issues that result in a negative UPTO balance, the following may result: Excessive Negative UPTO Balance Guidance to Disciplinary Action Negative UPTO balance of 5 hours Verbal Warning Negative UPTO balance of 10 hours W ritten Warning Negative UPTO balance of 20 hours Final Written Warning Negative UPTO balance of >20 hours May result in termination. Employee may be allowed to continue employment in a Jump-On/Flex position at a reduce rate of pay. Employees that have not completed the training bridge or OJT period will not be eligible for this role change and excessive absenteeism as measured under this policy may result in termination. Jump on/Flex guidelines will be program specific. Please note: The above actions are "guidelines" and should not be construed as absolute "rules". Individual circumstances should be considered before determining final course of action. Please contact Human Resources if you have any questions relating to this. Employees with a negative adherence history may not be eligible for rehire upon receipt and processing of voluntary resignation. No Call No Show A No Call No Show (NCNS) is defined as an employee missing any part of a scheduled shift, without noting ETC (or calling in if internet service is not available) and calling his/her immediate supervisor prior to the beginning of the shift. If extended time will be missed, employees should be in contact with their immediate supervisor. CCPs not able to work their scheduled shift are expected to note their absence in ETC (or call in if internet service is not available) and call their immediate supervisor prior to the start of the shift. No Call No Show (NCNS) Guidance to Disciplinary Action No Call No Show (NCNS) Time is deducted from Time Bank + formal disciplinary action Failure to note ETC (or call the Adherence Line if (either final written warning or termination depending on no internet service) and call immediate supervisor previous occurrences of NCNS) prior to the start of any shift that is missed. Failure to follow correct procedure for noting ETC May result in termination and be considered a voluntary (or calling in if no internet service) and call resignation immediate supervisor when absent for three consecutive shifts/days Failure to note ETC (or call in if no internet May result in termination and be considered a voluntary service) and call immediate supervisor two times resignation in any rolling six-month period or three times in any rolling twelve-month period Please note: The above actions are "guidelines" and should not be construed as absolute "rules". Individual circumstances should be considered before determining final course of action. Please contact Human Resources if you have any questions relating to this. Employees with a negative adherence history may not be eligible for rehire upon receipt and processing of voluntary resignation. The provisions of this policy supersede all previous communications regarding attendance, time off and schedule adherence policies. Alpine Access may modify this policy at any time. If it is determined that an employee is violating the intentions of this policy, the Company will address those issues on a case-bycase basis. EXHIBIT A 2 0 1 1 Blackout Dates Days marked with are considered blackout dates. Time off requests for blackout dates (holidays and the days before/after a holiday) will be pending until staffing requirements are determined. JANUARY S M T W FEBRUARY T F S S M MARCH W T F S 1 1 T 2 3 4 S M 5 T W T F S 1 2 3 4 5 2 3 4 5 6 7 8 6 7 8 9 10 11 12 6 7 8 9 10 11 12 9 10 11 12 13 14 15 13 14 15 16 17 18 19 13 14 15 16 17 18 19 16 17 18 19 20 21 22 20 21 22 23 24 25 26 20 21 22 23 24 25 26 23 24 25 26 27 28 29 27 28 27 28 29 30 31 30 31 S M T F S S M T W T F S S M T 1 2 1 2 3 4 5 6 7 APRIL T W MAY JUNE W T F S 1 2 3 4 3 4 5 6 7 8 9 8 9 10 11 12 13 14 5 6 7 8 9 10 11 10 11 12 13 14 15 16 15 16 17 18 19 20 21 12 13 14 15 16 17 18 17 18 19 20 21 22 23 22 23 24 25 26 27 28 19 20 21 22 23 24 25 24 25 26 27 28 29 30 29 30 31 26 27 28 29 30 S M T T F S S M T W T F S S M T 1 2 1 2 3 4 5 6 JULY W AUGUST SEPTEMBER W T F S 1 2 3 3 4 5 6 7 8 9 7 8 9 10 11 12 13 4 5 6 7 8 9 10 10 11 12 13 14 15 16 14 15 16 17 18 19 20 11 12 13 14 15 16 17 17 18 19 20 21 22 23 21 22 23 24 25 26 27 18 19 20 21 22 23 24 24 25 26 27 28 29 30 28 29 30 31 25 26 27 28 29 30 M T T F S S M T W T F S S M T 1 2 3 4 5 31 OCTOBER S W NOVEMBER 1 DECEMBER W T F S 1 2 3 2 3 4 5 6 7 8 6 7 8 9 10 11 12 4 5 6 7 8 9 10 9 10 11 12 13 14 15 13 14 15 16 17 18 19 11 12 13 14 15 16 17 16 17 18 19 20 21 22 20 21 22 23 24 25 26 18 19 20 21 22 23 24 23 24 25 26 27 28 29 27 28 29 30 25 26 27 28 29 30 31 30 31
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