A CTAA
MANAGEMENT GUIDE
FOR CREATING AN
EMPLOYEE
HANDBOOK
Dear Transit Professional:
The Community Transportation Association of America is pleased to present you with the Employee’s Handbook template. A properly drafted employee handbook provides valuable information about the company and its policies. It helps management promote non-arbitrary, consistent application of its policies and practices. We have used comfortable, friendly language, while trying to cover thefederal laws and regulations concerning personnel that are applicable to acommunity transportation agency.
This template is provided to you as a training aid only. While we have tried to ensure that it helps you develop a useful manual, CTAA cannot guarantee that everything in this template complies with all applicable federal, state, and local laws.
The handbook is meant to be used as a guide and should be reviewed thoroughly by management to assure applicability. To allow maximum employee participation in adopting a new employee manual, we suggest the formation of an employee task force consisting of employees from all departments. The task force can review, along with management, laws, regulations and any labor contracts that could conflict with this guide.
In addition, the mission and vision statements included in this guide are illustrations and should be replaced by your company’s unique mission and vision statements. If your company does not have mission and vision statements, or they are out of date, the task force could facilitate adopting new ones. Also, the benefits section should be closely scrutinized so that only the benefits your company offers are included.
Finally, you should have the completed manual reviewed by your legal advisor. We have tried to include all federal laws and regulations concerning employment, but states have their own statutes on employer/employee relations, and those laws and regulations must be included.
Unfortunately, many lawsuits are based on language contained in employee handbooks and other written employment policies. To protect you, your handbook should contain a disclaimer with the same meaning as the following:
“Employee is aware that this Employee Handbook is not intended to create a contract of employment. Rather it is simply intended to describe (your company name) and its present policies and procedures. These policies and procedures, which supersede all prior policies and procedures, may, and likely will be, changed from time to time as (your company name) deems appropriate. Further, your employment and compensation can be terminated, with or without cause, and with or without notice, at any time at the option of (your company name). No one has the authority to make any verbal or written statements or contracts of any kind which are legally binding on the company except the Corporate President or Corporate Legal Counsel.”
Table of Contents
Table of Contents
Welcome and Introduction
WELCOME TO (Your company name)
HISTORICAL INFORMATION
MISSION STATEMENT
VISION STATEMENT
TEAMWORK SYSTEM
WORK ENVIRONMENT
VALUES
NEW EMPLOYEE ORIENTATION
General Employment Policy
ANTI-HARASSMENT POLICY
CELL PHONE USE
COMPANY VISITORS
CONFIDENTIAL PERSONNEL INFORMATION
COMPLAINTS AND GRIEVANCE PROCEDURE
COMPUTER SOFTWARE
CREDIT INVESTIGATION:
DISCIPLINE OF EMPLOYEES
DRIVER=S LICENSE & DRIVING RECORD:
EQUAL EMPLOYMENT OPPORTUNITY POLICY
EMPLOYEE COMMUNICATIONS
EMPLOYEE ASSISTANCE PROGRAM
EMPLOYMENT OF RELATIVES
EXIT INTERVIEWS
INTERNET AND E-MAIL
Family and Medical Leave Act
LAYOFF AND RECALL
NON-SOLICITATION
OPEN DOOR POLICY
OVERTIME
PAY PROCEDURES
PERFORMANCE PLANNING AND APPRAISAL
POLICY AGAINST RETALIATION
PROBLEM REVIEW PROCEDURE
REHIRING OF FORMER EMPLOYEES
RELIGIOUS OBSERVANCE
SAFETY COMMITTEE
SAFETY PROGRAM
SECURITY CHECKS
SUBSTANCE ABUSE
TRAFFIC VIOLATIONS
WAGE ASSIGNMENTS (Garnishments)
WORK HOURS
YOUR “RIGHT TO KNOW”
Benefits Provided by (Your Company Name)
BULLETIN BOARDS
CLUB AND ASSOCIATION DUES
HOLIDAYS
INSURANCE
MEDICAL AND DENTAL INSURANCE
GROUP LIFE AND AD&D INSURANCE
LEAVE OF ABSENCE
ANNUAL LEAVE
BEREAVEMENT LEAVE
CIVIC LEAVE (jury & witness leave)
FAMILY LEAVE
MEDICAL LEAVE/PREGNANCY DISABILITY LEAVE
MILITARY LEAVE
PARENTAL LEAVE
SICK LEAVE
PENSION PLAN
TUITION REIMBURSEMENT
VACATION
Employee’s Responsibilities
ATTENDANCE
APPEARANCE AND ATTIRE
EMPLOYMENT CLASSIFICATION
OUTSIDE EMPLOYMENT
PERSONNEL STATUS CHANGES
QUESTIONS
SMOKING POLICY
SUGGESTIONS
TIME REPORTING
USE OF COMPANY TELEPHONES
USE OF COMPANY VEHICLES
WORK BEHAVIOR GUIDELINES
Acknowledgement
Welcome and Introduction
WELCOME TO (Your company name)
We are pleased that you have joined us at (Your company name). At (Your company name) we believe that the sum of every employee’s efforts, and especially the quality of these efforts, is the distinction between us and the competition. In this demanding market, it is often the difference between success and failure.
Providing quality service to our external customers as well as our internal customers (that is, each other) is the means by which we provide the best service available to our consumers and create a work environment we can all enjoy.
In recognition that employees are our most important asset, we have a strong commitment to provide you with a positive, productive work environment, and with opportunities for personal satisfaction and growth.
To carry out this important commitment, it is necessary that you understand both the privileges and benefits to be enjoyed and the common-sense policies which everyone must follow. You will find them explained in this personal copy of our Employee Handbook.
The contents of this Handbook represent a summary of current employment conditions here at (Your company name) and should not be construed as a contract or an employment agreement. Nor should the contents be construed as a promise of specific treatment in specific situations. The Handbook is subject to revision from time to time as business conditions may require. Also, whenever the contents of this Handbook are not in conflict with labor agreements, the Handbook shall be applicable to bargaining unit employees. In the case of direct conflict between the Handbook and the provision of the labor agreement, the provisions of the labor agreement shall apply.
(Your Name Here)
Executive Director
HISTORICAL INFORMATION
(Your company name) provides transportation services to the general public, with emphasis on providing specialized services to the mobility impaired or otherwise disadvantaged populations.
(Your company name) has been providing these services since (What Year). We started with approximately (number of) vehicles providing (number of) passenger rides per month. We currently provide over (number of) passenger rides per month utilizing over (number of) vehicles and various sub-contractors, such as, volunteer agencies, taxi companies, and public bus services. (Your company name) has bases of operations in (City and State).
(Your company name) belongs to many state, regional and national transportation associations. These associations assist us in advocating for the mobility rights of the disadvantaged and provide numerous training opportunities for our staff.
The future goals of our corporation are to continue to diversify and provide quality services and products which enhance the lives of people and the communities in which they live.
Our employee contributions are reflected in the success of our corporation and its subsidiaries. Our employees take exceptional pride in providing excellent customer service, and employee input is respected at every level.
MISSION STATEMENT
The mission statement should have some specific goals for the organization such as serving the organization, guiding decision-making, providing direction, and give support to the personal values. Example from typical US transit authority: “We recognize that mobility is a fundamental right for our citizens and an essential need for our community to maintain a high quality of life. We, at ______, therefore, dedicate ourselves to provide safe and customer-friendly service in a manner consistent with our stewardship of the communities’ trust and resources.”
VISION STATEMENT
The vision statement can include vivid descriptions of the organization as it carries out its operations. Developing a vision statement can be quite culture-specific. Nevertheless, guard against allowing the vision statement to become a motivational tool, stating highly idealistic phrasing and activities to which the organization cannot realistically aspire.
A good vision statement example might be: we will continue to be the model for quality transportation services by innovation and growth. We will be recognized as a primary contributor to the happiness and quality of life of our customers and our employees.
TEAMWORK SYSTEM
(Your company name) is in competition with some of the best companies in the country. Success can only be achieved by providing high-quality products and services at a competitive cost.
Unlike traditional operations, (Your company name) does not have a large number of technically defined job classifications that strictly segregate employees into a lot of individualized, separated functions. Instead, (Your company name) operates with teamwork and cooperation.
Under our team system, all employees work together for the overall goal of providing the highest quality of customer service at a low, competitive cost. Employees are not limited to responsibility for only a small facet of the operation; everyone is expected to perform whatever work needs to be done and which they are qualified to do safely. In other words, all team members should be result-oriented, not task-oriented.
Our goal is to have skilled people who can and will initiate problem-solving efforts and generate ideas for improvement. In support of this system, the executive director and the management team will strive to maintain a work atmosphere which encourages the free flow of ideas and information about jobs and team performance and open, two-way, direct communication between all team members.
Our team system provides employees with opportunities for technical and personal growth, continuing on-the-job training and cross-training programs. It also provides broader advancement opportunities through promotion and transfer.
WORK ENVIRONMENT
(Your company name) strives to create and maintain a work environment which satisfies your personal employment goals. These efforts include:
Assuring each employee the opportunity to discuss freely with a supervisor or officer any matter concerning the individual or the corporation.
Doing everything we can to make (Your company name) an excellent place to work and an asset to the community.
Encouraging employees to apply for promotions when job openings occur.
Offering pay opportunities which are fair, equitable, and competitive.
Providing competitive, comprehensive benefit programs.
Providing safe, healthful, and harmonious working conditions.
Treating all employees in a non-discriminatory manner, providing equal employment opportunity without regard to race, color, religion, age, sex, marital status, national origin, or disability.
VALUES
Some transit organizations have developed and adopted performance codes. The following has been adopted by Transfort, Fort Collins, Colo.; Cleveland,Ohio’s transit system; and AMTRAN in Altoona, Penn. They serve to guide employee’s behavior rather than attempting to identify sufficient number of rules to cover all circumstances.
Report to work on time and fit for duty
Practice safety in all work activities
Demonstrate high levels of skill in your job
Respect the property of the organization
Treat co-workers with dignity and respect
Treat customers with dignity and respect
Present a positive image of your company when working
NEW EMPLOYEE ORIENTATION
To ensure that your first days as an employee of (Your company name) go as smoothly as possible, your supervisor will see that you are given:
A tour of the facility and an explanation of how your job and your department fit into our organization.
A copy of this Employee Handbook to help you get to know our organization, our operating philosophies, and our employee policies and benefit programs.
Insurance subscriber cards, an I-9 form, a W-4 federal tax form, and any other pertinent employment forms.
Job skills training according to the appropriate departmental training plan.
Your immediate supervisor can go over your new job with you, answer any questions, and give you any help necessary to get started.
General Employment Policy
ANTI-HARASSMENT POLICY
(Your company name) is committed to maintaining a work environment that is free of discrimination. In keeping with this commitment, we will not tolerate harassment of our employees by anyone, including any supervisor, co-worker, vendor, client, or customer.
Harassment consists of unwelcome conduct, whether verbal, physical or visual, that is based upon a person’s protected status, such as sex, color, race, ancestry, religion, national origin, age, medical condition, physical or mental disability, marital status, veteran status, citizenship status, or other protected group status. (Your company name) will not tolerate harassing conduct that affects tangible job benefits, that interferes unreasonably with an individual’s work performance, or that creates an intimidating, hostile, or offensive working environment.
Sexual harassment deserves special mention. Unwelcome sexual advances, requests for sexual favors, and other physical, verbal or visual conduct based on sex constitute sexual harassment when:
Submission to the conduct is an explicit or implicit term or condition of employment
Submission to or rejection of the conduct is used as the basis for an employment decision, or
The conduct has the purpose or effect of unreasonably interfering with an individual’s work performance or creating an intimidating, hostile, or offensive working environment.
Sexual harassment may include explicit sexual propositions, sexual innuendoes, suggestive comments, sexually oriented “kidding” or “teasing, practical jokes,” jokes about gender-specific traits, foul or obscene language or gestures, displays of foul or obscene printed or visual material, and physical contact, such as patting, pinching, or brushing against another’s body.
All employees are responsible for helping to assure that we avoid harassment. If you feel that you have experienced or witnessed harassment, you are to notify your supervisor immediately. If you are not comfortable discussing the matter with that person, please feel free to contact your department manager or any other manager. (Your company name) forbids retaliation against anyone who has reported harassment.
Our policy is to investigate all such complaints thoroughly and promptly. To the fullest extent practicable, (Your company name) will keep complaints and the terms of their resolution confidential. If an investigation confirms that harassment has occurred, we will take corrective action, including such discipline up to and including immediate termination of employment.
CELL PHONE USE
The use of cell phone has become very commonplace in all our society. Photo cell phones can hardly be distinguished from other cell phones. You may have been embarrassed by rude cell phone ringing in meetings, but what about a picture of you or one of your clients of intrusive nature that shows up on the Internet? We suggest some thought go into limiting the use of cell phones in your facilities or vehicles by employees. Some areas of concern maybe where there are confidential information records, bathrooms, locker-type dressing rooms, and/or major supply areas such as electricity, water, natural gas, etc.
COMPANY VISITORS
We welcome and encourage guests to visit our facilities and observe (Your company name) in action. Guests may include employee relatives, customers, and community groups. To ensure the safety of our visitors, and to minimize work disruptions, all visitors must receive prior approval from the department manager and be accompanied by an employee while on our premises.
CONFIDENTIAL PERSONNEL INFORMATION
In response to requests for personnel information from outside the (Company) only a verification of your dates of employment and your job title will be provided. Unless otherwise required by law, no additional information will be released from the personnel files of past or present employees without the approval of the manager and the written permission of the employee about whom the information is requested.
Recommendations to other employers on behalf of past or present employees must be approved by the Human Resource Manager.
COMPLAINTS AND GRIEVANCE PROCEDURE
It is a (Your company name) policy that employees have the right to express suggestions and complaints and to contest disciplinary actions or other employment conditions that they believe are unjust or inequitable.
Informal Complaints: In disputes and misunderstandings involving co-workers, employees are encouraged to discuss the problem directly with the other party as a first step in resolving the conflict. If this first attempt is unsuccessful, the parties involved should then bring the situation before the Executive Director, who will act as mediator in settling the dispute. If the problem persists, the situation should be brought to a higher entity such as an Executive Committee. If the problem remains unresolved, a formal grievance can be filed as described below.
Formal Grievance: In situations in which informal methods of conflict resolution have been unsuccessful, or in which an employee is contesting disciplinary action or other conditions of employment that he or she feels is unfair, the following steps should be taken:
Step One: The aggrieved employee or his or her designated representative must submit to the Executive Director a written statement which describes the particulars of the complaint or grievance, and what redress is sought. The written notice must be filed within five working days of the event giving rise to the grievance, or such grievance will be deemed to have been waived by the employee. In cases which have moved from informal complaint to formal grievance, the written notice of grievance must be filed within five working days of the informal conference with the Executive Director. The Executive Director will provide a written response to the employee within five working days of receipt of the grievance. The employee must sign a copy of the response which will be filed in his or her personnel record.