Merry Maids # 372/373/458/946/947

J. R. Nichols Company, Inc.

Employee Policy Manual

October 1, 2013

INDEX

TopicPage Number

1.0 Our Mission2

2.0 Our Vision and Core Values3

3.0 Employment Philosophy4

4.0 Employee Recruitment and Selection11

5.0 Employee Benefits13

6.0 Operational Considerations16

7.0 Workplace Safety21

8.0 Employee Discipline and Termination 25

9.0 ACA Notification27

10.0 Acknowledgement28

Merry Maids # 372/373/458/946/947

J. R. Nichols Company, Inc.

Employee Policy Manual

Mission Statement

Gain. Retain. Serve.

  • Gain
  • To Gain new customers in each of our communities
  • To Gain new employees to join our company Team
  • Retain
  • To Retain our customers by meeting their needs, expectations, and preferences
  • To Retain employees who are committed to customer service
  • Serve
  • To Serve customers by providing the highest quality and value cleaning services possible
  • To Serve our employees, our company, and our communities

Merry Maids # 372/373/458/946/947

J. R. Nichols Company, Inc.

Employee Policy Manual

Our Vision

To provide world class customer service to everyone we meet and to provide the highest quality and value possible

Our Core Values

  • To respect God in everything we do.
  • To provide the quality and value service we expect ourselves.
  • To provide employees with a challenging and rewarding opportunity.
  • To treat each other the way we want to be treated.
  • To do what we say we will do when we said we will do it.
  • To make each customer feel as if they are our only customer.
  • To appear and conduct ourselves in a professional manner.
  • To respond to each person’s request in a timely manner.
  • To demonstrate an understanding of our customer’s point of view.
  • To not ask anyone to do anything we are not prepared to do ourselves.

Merry Maids # 372/373/458/946/947

J. R. Nichols Company, Inc.

Employee Policy Manual

Employment Philosophy

3.1 Company Culture

Our company is more than just a place to work. It is where we invest a good deal of our life and energy, a place where we work with others to realize shared goals, and a place which is the source of our livelihood. We have great mutual respect for each other and are prepared to support each member of our Team through the celebrations as well as the challenges we each may face. It is therefore important for each person to have an understanding of the environment in which we work as well as the expectations of what it means to be a member of our company team.

3.2 Compliance with Manual Provisions

Please read this Manual carefully, keep it available for reference, and understand the policies described. This Manual outlines many of your responsibilities as an employee, and describes the programs we have developed to benefit our employees and to provide a work environment that is conducive to both personal and professional growth.

3.3 Orientation Period

We provide an orientation period for new employees during which suitability and desirability for the job is determined. At the end of the orientation period, the company and the employee will jointly determine whether employment is to be continued. We want employees to share our vision of the opportunities available with our company, and to share our commitment to customer service and mutual support.

3.4 Employment Status

One of our objectives is to provide a challenging and rewarding opportunity for our employees. We can provide that opportunity on either a full time or a part time basis. The full time status is five days each week with an availability of 8:00 AM to 5:00 PM with no restrictions, and meets all the criteria for our benefit plans and promotions. The part time status is either three or four days each week, and does not meet the criteria for either the benefit plans or performance incentive programs. An employee must be available at least three days each week.

The Employee Designations shall be classified as:

  • Three Day Employee – those employees who are listed on the availability criteria for a minimum of ThreeDays each week and have no time restrictions.
  • Four Day Employee- those employees who are listed on the availability criteria for Four Days each week and have no time restrictions.
  • Five Day Employee – those employees who are listed on the availability criteria for Five Days each week and have no time restrictions.
  • Full Time Employee – those employees who meet the criteria for Exempt Status according to the criteria established by the Federal Work Rules.

3.5 Benefit Year Calculations

The Benefit Year begins when Five Day or FullTime employment status is achieved. If an employee starts as a Five Day Employee and changes to a Three or Four Day status, the benefit year is suspended and placed on hold during the Three or Four Day Employment period. The benefit year will be restarted when Five Day Employment status is again achieved.

The Benefit Year is based on periods of continuous service. When an employee leaves our company for any reason or for any period of time, other than an approved Leave of Absence which includes an established beginning and ending date, the Benefit Year calculations end as of the last day worked. A new Benefit Year is started when the employee returns to work.

3.6 Professionalism

The basic approach of this company is to present an atmosphere of professionalism in all aspects of our relationships with our customers, fellow employees, and the community at large. This attitude stems from the belief that our best interests are served by developing long-term relationships and continuously strengthening these relationships.

The philosophy of this company is to share with our customers and our employees the benefits of our successes in business. Our business objectives can be achieved only when we have met the expectations of our customers and employees.

3.7 Excellence Through Continuous Improvement

Our objective is to provide "world class services" for our customers. This level of service quality can be achieved only if we continuously strive for excellence in everything we do.

This involves quality improvements in administrative operations as well as cleaning service operations. We must search for areas needing improvement and actively make the procedural changes necessary to achieve the improvement.

3.8 Dependability

The trademark which separates our company from other service companies is "dependability". We will deliver service as scheduled! This is not an option. The importance of this commitment is that in order for us as a company to deliver dependable service, we must have employees who are equally committed to providing dependable service. Each employee is therefore expected to arrive at work at the designated times on the scheduled days, in approved uniform, and be prepared to complete the daily schedule.

Employees with excessive absenteeism of three days or more within any 30 day period will be subject to reclassification as a Three Dayor Four Day Employee, disciplinary action up to and including termination, or both. Each case will be reviewed and decided on an individual basis. For the purpose of this policy, absenteeism refers to any limitation of the available working hours during the day as well as the complete day, such as leaving early or arriving late.

3.9 Uniform Requirements

In order for us to perform in a professional manner, we must look and act in a professional manner. This is the definition of one of our five CAARE Concepts! We therefore have adopted a standard uniform, which will present the image of a professional service company.

Our standard uniform is Merry Maids BlueShirt; Khaki Pants, and comfortable athletic type shoes. The Shirt and Pants are provided to us by Cintas Corporation on a rental basis so the laundry and upkeep are included in the rental program. The shoes must be lace style rather than slip-on, have slip resistant style soles, and be white in color. Optional additional clothing items are Black or White Turtleneck Sweater, Green or BlueMerry Maids Sweatshirt, Merry Maids Baseball Cap, and a Blue Apron to be worn while cleaning bathrooms.

Personal jewelry is to be limited to rings and watches as long as they do not present a safety hazard. Exceptions to this would be medic alert bracelets and company issued pins or badges.

Tattoos cannot contain offensive graphics, signs, words, slogans, obscene pictures, etc. Unconventional or excessive visible body piercing jewelry is not acceptable.

Personal cell phones are to be used only to make operational calls to the office. Blue tooth devices, Headset type radios, tape players, compact disc players, MP3 players, and similar devices may present a safety hazard and are not to be worn at any time during business hours. Additionally, these devices create an atmosphere that is not conducive to TeamWork and are therefore not acceptable.

Employees are not to purchase alcohol or alcohol related products while wearing their Merry Maids uniform.

The standard uniform is to be worn daily. Any employee arriving at work without the proper uniform will be given the choice of either not working that day or purchasing additional items to complete their uniform. All uniform items issued by the company are the property of the company, those rented from Cintas Corporation are the property of Cintas Corporation, and must be returned prior to a final check being issued. Failure to return all issued items will result in the final check being adjusted to deduct the cost of the remaining items.

3.10 Team Work Concept

This company operates on the concept of TeamWork! This philosophy encompasses everything that we do and includes everyone. The basic point is that no one of us is finished for the day until all of us are finished. The application of this concept is for one Team to assist another until the day's schedule is completed. This concept may involve work in any one of our offices during any given week.

The TeamWork concept applies to the relationship between the Team Members in a home, between all the Team Members in an office, and between all the offices. We will support each other until we are all finished.

3.11 Conflicts of Interest

We all have an interest in protecting the company as it is the source of our livelihood. All company employees must conduct business within guidelines that prevent actual or potential conflicts of interest. Conflicts of interest would include, but not be limited to:

  • Employment by a second company that has primary business interest competing with J. R. Nichols Company or Merry Maids.
  • Employment by a customer or vendor of our company.
  • Performing or soliciting work from a customer of our company for any business venture.
  • Accepting excessive gifts or entertainment from a customer or vendor of this company.
  • Offering gifts or entertainment to a customer or vendor of this company. This policy does not include customer retention gifts purchased by the company.
  • Entering into a reciprocal business agreement with a customer, vendor, company, or organization without the written authorization of a company owner.
  • Involvement by an immediate family member (such as spouse, parent, child, significant other, etc) in any business arrangement that would create a conflict of interest.

Employees are not authorized to release any confidential information to any outside firm, individual, or organization for any reason. Examples of confidential information include, but are not limited to:

  • Financial reports of J. R. Nichols Company or Merry Maids.
  • Compensation and payroll structure.
  • Customer information including name, address, or telephone numbers.
  • Employee handbooks or manuals.
  • Marketing information including pricing structures.
  • New materials research reports or manufacturing information.
  • Training materials including manuals, VCR or DVD videos, or product samples.
  • Employee names, addresses, or telephone numbers.

3.12 Consequences of Conflict of Interest

Employees who are unintentionally in conflict with any company business interests will be asked to refrain or withdraw from the conflicting activity. If the employee disregards this request or is willfully or knowingly in conflict, they will be subject to termination and possible legal action.

3.13 Suggestions

The philosophy of "Excellence Through Continuous Improvement" is dependent upon the active participation of all employees in monitoring our policies, procedures, and practices, and actively searching for improvements.

Suggestions for improvements of any of our policies, procedures, and practices are encouraged. We will always operate with an "Open Door" policy so that suggestions may be freely submitted and received.

Any inventions, improvements, or methods discovered or developed while employed by this company are considered the property of J. R. Nichols Company, Inc.

3.14 Open Door Policy

An Open Door Policy is in effect at all times so that issues as well as complaints may be discussed. We expect normal reporting channels to be used first to resolve any issues. The purpose of an Open Door is to make sure that issues are surfaced and resolved. There will never be any repercussions or reprisals for raising an issue. We operate in a mutually supportive environment and will work together to resolve any issues or complaints. All issues raised in an Open Door Discussion will be treated in a confidential and responsible manner.

3.15 Personal Privacy

All individuals with whom we come in contact are entitled to personal privacy and the expectation that their privacy will be respected. Therefore, the names, addresses, and telephone numbers of our customers and employees are not to be released, exchanged, or sold under any circumstances. All requests for personal information are to be reported to the company management.

3.16 Personal Security

A major objective of this company is the security and well being of all employees at all times. Therefore, the following rules are to be followed:

  • Personal items such as purses, handbags, etc., are not permitted to be carried into customer homes.
  • The minimum personal items are to be carried during the workday.
  • Personal items are to be secured in the Team Car or secured in the Office Safe during the day.
  • Minimal quantities of cash or other negotiable documents are to be carried during the day.

3.17 Customer Notification

As a courtesy and convenience to our customers, each Team is to leave a signed and dated Note Card or similar “Leave Behind Document”, which is to serve as a receipt for services performed. The Note Card or Leave Behind Document is to be left in the same place as the payment document is found or on a kitchen counter. The Note Card or Leave Behind Document is to reflect the first names of the Team, the date of service, and the room(s) given a Special Attention Cleaning. The Leave Behind Document will also provide the room(s) to be given Special Attention on the next cleaning.

3.18 Zero Tolerance

The consideration we give to our Customers is a measure of the respect we have for ourselves. We must have the highest respect for our associates, our community, and ourselves. A way to ensure the highest respect for ourselves is to adopt the attitude and practice which will not tolerate the abuse of any form of drugs without a medical requirement. The Zero Tolerance Policy will apply to prescription drugs, recreational drugs, and alcohol in any form.

The creation and maintenance of a drug free work environment is our objective. As an integral part of our Employment and Recruitment Process, each applicant must agree to provide a Drug Screening Report verifying the absence of any recreational drug usage.

Our approach to Zero Tolerance is to provide the training and support as needed, and to hold each person accountable for compliance. We will each be accountable for our own behavior and for monitoring the behavior of each person within our company. We will have a responsibility to each other to request professional assistance for any person not complying with this policy.

As the need arises, a counseling session will be scheduled with a support group to discuss the behavior, which has been observed, and the actions which can be taken. Participation with the support group will then become a condition of continued employment.

3.19 Outside Employment

You can hold a job with another organization as long as you satisfactorily perform all expected and required job responsibilities, and as long as our company is considered primary in your pursuit of employment opportunities. It is important to consider the impact that outside employment may have on your health and physical endurance. We are all judged by the same performance standards and subject to the same scheduling demands. Outside work requirements will not be considered in establishing the daily schedule.

Outside employment is considered a conflict of interest if:

  • It reflects unfavorably on J. R. Nichols Company, Inc or Merry Maids reputation or operations;
  • The services are the same or similar to those provided by J. R. Nichols Company, Inc. or Merry Maids;
  • The activities would violate benefit plans or policies, such as employment during a disability period or leave of absence; or
  • The activity might compromise information confidential to J. R. Nichols Company, Inc. or Merry Maids.
  • The employment activity is discussed with a customer while performing services with J. R. Nichols Company, Inc. or Merry Maids.

3.20 Nepotism

The hiring of friends or relatives is a practice that we both encourage and discourage simultaneously. We encourage because we enjoy working with this company and want to share the opportunities with our friends and relatives. We discourage because the opportunity for favoritism and unfair assignment practices are ever present.

We will therefore add relationship to our concept of non-discrimination policies. We will offer equal employment opportunities and be guided and evaluated by our Mission Statement. We will treat all individuals, those we have known forever as well as those we are just meeting, the way we want to be treated, with respect.

3.21Incident, Breakage or Damage Reporting

Any incident that may lead to an unfavorable customer reaction, that places any individual or the company reputation at risk, or that may result in an unfavorable public press release, must be reported to the office immediately. The Problem Resolution Procedures are to be initiated and an Incident Report created using Right Now web based Customer Management Program.

When an employee accidentally breaks or damages a customer’s property, the employee must immediately notify the Operations Manager. If the customer is home, the employee is to apologize to the customer and assure them that we will handle the accident in a responsible and timely manner. If the customer is not home, the employee is to leave a note apologizing for the incident and asking that they call the office. The damaged item is to be left on a table or appropriate place unless otherwise instructed by the Operations Manager.