SubjectTSC Attendance Policy
ScopeTSC Call Center Agents
Effective DateJune 1, 2009
Revision DateSeptember 15, 2012
Policy Statement
Regular attendance is essential to each and every position at H&RBlock.
The Company recognizes that there will be times that illnesses and injuries may occur. In recognition of this, the Company has established sick leave and disability benefit plans to compensate regular full-time and regular part-time associates for time lost due to medical reasons, including time-off to obtain necessary treatment for a disability or a condition that qualifies for a Family Medical Leave of Absence.
Each business unit has the right to establish more specific attendance expectations based on business needs.
The purpose of this policy is to create a balance between business operations and associate’s time away from work through a clearly defined TSC attendance policy.
Responsibility
All associates are expected to assume responsibility for their attendance. This includes, but is not limited to, showing up for work on time, working their entire shift, logging into and out of the phone system, and logging into and out of STAR in accordance with business requirements and company time keeping policies.Associates without approved time off who are unable to work all or part of their assigned work schedule, must notify Workforce Planning prior to missing/leaving their assigned work schedule, via one of the options in the procedure section.
Eligibility
All regular full-time/regular, part-time and seasonal agents are covered under this policy.
Definitions
Occurrence – Any incident in which the associate is not properly logged into the phone.
Begin Shift Late End Shift Early (BSLESE) – any unapproved absence that is 12 minutes or greater and less than two hours during a scheduled shift
Approved Time Off (ATO) – any absence approved through the eSchedule Planner (eSP) system
Unapproved Time Off (UTO) – any unapproved absence that is two hours or greater during a scheduled shift, with proper notification to Workforce Planning
Unapproved Time Off Consecutive (UTOC) – the second consecutive work day of absence if for the same reason (each subsequent day is considered UTO)
No Call No Show (NCNS) – any unapproved absence during a scheduled shift without proper notification to Workforce Planning(proper notification is the day prior to the scheduled shift thru two hours after the beginning of the shift) *1st NCNS results in immediate written warning
TYPE / VALUEBSLESE / .5 occurrence
UTO / 1 occurrence
UTOC / 0 occurrence
NCNS / 1 occurrence
Leave of Absence – any absence of three or more consecutive work days with proper notification and documentation. Please see Leave of Absence Procedure
Job Abandonment - three consecutive no call no show absences will be considered a voluntarily resignation of his/her position
Voluntary Time Off (VTO) - occasionally, business operations allows for unpaid, voluntary time off;associates may use vacation, personal or floating holiday time for VTO usage;sick time may not be used to pay for VTO time;entry of paid time off is the responsibility of the associate
Procedure
Reference TSC, PTO,ATO/VTO/MTO, or Vendor Procedure for detailed instructions on how to request approved time off (ATO VTO, MTO).
Associates without approved time off who are unable to work all or part of their assigned work schedule, must notify Workforce Planning prior to missing/leaving their assigned work schedule, via one of the options listed below:
Workforce Planning Attendance Hotline (816-504-1113)
E-Mail () Log into Web Mail – (enter HRB user login ID & password) To: (CSOAttendance) Subject: Absent, Late, Leaving Early, FMLA (options) Body: General reason for absence, time will be in/out (if late/leaving early) Text Message*
*Please be aware that when texting you must include the phone number and the @hrblock.com in order for the text to go through properly.
Notification must be provided the day prior to the scheduled shift or by no less than two hours of the start of shift.
Please not that if you call in stating that you are going to be late and then are unable to come in at all; you will have to call in to state that you are not coming in.
The Attendance policy does not supersede the Family and Medical Leave Act (FMLA). Associates are responsible for timely FMLA requests, (re)certification, and reporting. FMLA eligibility does not guarantee FMLA approval.Associates must provide the required medical certification for review and determination. Absences not approved under FMLA will count as unapproved absences as outlined in this policy.Please refer to the H&R Block corporate policies section on MyBlock for additional information regarding FMLA.
Corrective Action Process
Corrective Actions are intended to notify an associate of a pattern of undesirable behavior. If the behavior isn’t corrected, the corrective action could escalate to a more serious level.
Verbal Warning / 3 total occurrences in a rolling 60-day periodWritten Warning / 1 full occurrence within review period* of verbal warning
Final Warning / 1 full occurrence within review period* of written warning
Termination Status / 1 full occurrence within review period* of final warning
*Review Period – 60 days following the date of the occurrence
1st NCNS = Written Warning
2nd Consecutive NCNS = Final Warning
3rd Consecutive NCNS = Voluntary Termination
6 full occurrences in a rolling 6 month period are considered excessive and will result in the associate being placed on a Final Warning.The final warning will remain in effect for 60 days.
Associates will be paid based on STAR time records; however, attendance at work is tracked via phone log-in records. Therefore, associates are responsible for logging into both the phone system and STAR. In addition, associates must be logged into the phone during their entire shift. If there is pre-approved off phone work, the appropriate code should be entered into the schedule before the event or as soon as administratively practical. Improper use of STAR may result in a corrective action up to a termination.
A continued pattern of lateness or displaying a pattern of negative attendance behaviors may result in corrective action at any previous attendance corrective level or higher.
Occasionally, during peak periods and at certain DEFCON levels front line support staff; such as SME’s, and leads, will not be required to log into the phone. In these instances, department managers are responsible to communicate the plan for tracking attendance and should ensure that attendance information is accurately recorded in the appropriate systems. Those associates, who are affected during these times, are required to follow the department’s pre-approved outlined process for attendance tracking.
Leadershipis responsible for administering and enforcing attendance policies and maintaining their department's attendance records.
Managers and associate managers may approve time off due to emergency and unique events.Approval will be based on business needs and/or the associate’s history of attendance and circumstances surrounding the absence from work.
SubjectTSC Training Attendance Policy
ScopeSeasonal/Regular Call Center Associates.
Effective DateJune 1, 2009
Revision DateSeptember 15, 2012
Policy Statement
In order to benefit from our training program, you need to be present to participate. You are expected to attend every day of your scheduled training, and be on time and stay until the training day is complete.
Responsibility
All associates are expected to assume responsibility for their attendance, which includes showing up for training.
Eligibility
All regular full-time, regular part-time and seasonal associates are covered under this policy.
Definitions
Half Occurrence – for training classes over four hours – arriving late more than twelve minutes and less than two hours; for training classes of four hours or less – arriving late by more than twelve minutes and less than one hour
Full Occurrence – for training classes over four hours – any absence of two hours or more; for training classes of four hours or less – any absence of one hour or more; 2 half occurrences equals one full occurrence
No Call No Show (NCNS) – if you fail to report your absence at least 30 minutes before your class time and fail to report for training for a scheduled class
Procedure
If you are unable to report to your scheduled training class on time, you must report your absence at least 30 minutes prior to the start of class via e-mail, text, or phone call.
Workforce Planning Attendance Hotline (816-504-1113)
E-Mail () Log into Web Mail – (enter HRB user login ID & password) To: (TSC Attendance) Subject: Absent, Late, Leaving Early, FMLA (options) Body: General reason for absence, time will be in/out (if late/leaving early) Text Message* ()
*Please be aware that when texting you must include the phone number and the @hrblock.com in order for the text to go through properly.
Comprehension of the training material is critical to your success on the call floor. In order to gauge your understanding of the training material, there will also be a final mastery assessment at the end of your training.
You are expected to pass the final mastery assessment with the indicated requirements given by your trainer.
Training assessments are given following each module to provide feedback on your progress and confirm completion of the training module. One retake is allowed on each assessment to achieve a passing score.
This training policy will remain in effect through the duration of your scheduled training at H&R Block. This includes all scheduled training days, including time in the classroom and any additional coaching time, until you are officially released by the Training Department. Upon release by the Training Department, you are subject to the TSC Attendance Policy.
You will be subject to termination of employment if you have one full occurrence of absence during your scheduled training, leave early before the trainer dismisses the class for the day, or you are consistently late from breaks and lunch. If you do not report to class on the first scheduled day and do not report the absence; you will be considered to have voluntarily resigned your position.
Trainers are responsible for administering and enforcing attendance policies and maintaining the class’s attendance and assessment records.
SubjectTSC Client Focus Standards
ScopeTSC Call Center Associates and Agents
Effective DateJune 1, 2009
Revision DateSeptember 15, 2012
Policy Statement
As associates of the TSC, we must provide the best client experience possible by providing total client focus in all interactions. By following the standards listed below we can better serve our clients.
Responsibility
All Call Center Associates and Agents are responsible for maintaining a client-focused attitude and work environment.
Eligibility
All TSC Call Center Associates and Agents are covered under this policy
Procedure
Internet Café
As a perk for all TSC associates; an internet café is provided for use during breaks and meal periods. The café’s purpose is to allow associates a space to make personal phone calls and/or check their personal email. All information security guidelines apply to the work stations in the café and you are held responsible for any content sent/received/viewed on the café workstations. Failure to adhere to the Corporate Communications Systems Usage Policy and Information Security Policy may result in disciplinary action, up to and including termination of employment. Time spent in the café should be limited to no more than 15 minutes.
Monitoring & Recording
Inbound or outbound calls, e-mails, or chats may be regularly monitored and/or recorded by H&R Block for the purposes of evaluation, quality assurance, or other purposes required or permitted by law.
Workstation Phone Use
Workstation phones are designated and monitored for business use only and may not be used to make or receive personal phone calls at any time.
Cell Phone Use
Cell phones may not be used at an associate’s workstation or on the call floor at any time, for any reason. Cell phones may be used off the call floor and in designated areas during an associate’s scheduled break time or meal time. Use of company issued cell phones is permissible within all areas of the TSC at Client Support Center.
Customer Avoidance
Engaging in any activity resulting in the avoidance of job duties in handling client interactions is serious, and considered to be client avoidance. Examples may include, but are not limited to:
- Putting a client on hold or participating in activities unrelated to resolving the immediate client’s concern(s) while remaining logged into the phone during your normal scheduled work shift (i.e. leaving the workstation for personal reasons, personal conversations, inappropriate use of Auxiliary phone codes, personal email, internet/intranet usage, games, reading, snacking.)
- Using the “not ready” feature to engage in any non-business related activity (i.e. personal conversations or activities, not taking queued calls at the end of the shift.)
- Signing off the phone, out of chat, or email to avoid a client interaction. Logging off the phone, chat or email during scheduled times without approval to engage in non-business related activities.
Games, Internet/Intranet, Web, Reading
- - Non business games, web access, downloading and/or playing games on company computers or at a workstation are prohibited. Resource computers are available in the Internet Café and may be used for personal use while on break or at lunch.
- It may be appropriate to utilize company provided applications to assist a client
- Occasionally the company may sponsor team promotions, games, rewards, and other activities for associates to participate in. These activities are coordinated by the business and considered to be appropriate for participation.
-Single player non-electronic games made be played during long periods of downtime. This will be at leader’s discretion.
Food, Snacks, and Drinks at Workstations
Food/meals: Break and lunch times are provided to hourly associates to allow for meals to be eaten in the designated lunch/break room. Hourly associates may not eat meals at call floor workstations. Occasionally, exempt associates may need to work through lunch and may eat meals at their cubical/workstation in these instances.
Snacks: Dry snacks, such as chips, crackers, candy, nuts, etc. may be eaten at workstations. However, eating snacks is never allowed during a client phone call or interaction. Snacks that are, in nature, wet, runny, greasy, or sticky, cannot be eaten at the workstation without prior authorization from a leader. Snacks should not cause a strong smell that can be distracting to others. Associates eating a snack at the workstation are responsible to ensure the work area is clean when they leave work.
Drinks: Drinks are allowed at the workstation; however, the drink must have a lid or be covered. Aluminum cans are acceptable at the Client Support Center.
At certain times, the company will sponsor and/or approve special team events where food will be served. These events will be approved in advance and communicated to associates. TSC leadership will make final decisions in unique cases.
Lockers
Lockers are assigned Client Support Center for agents to store personal articles. Associates will store personal items brought to work in their lockers at all times. This includes electronic devices, purses, backpacks, etc. Coats, sweaters and other outer garments do not have to be stored in lockers if worn on the call floor.
To keep from disturbing our clients and other associates, do not bang or slam lockers and turn off any electronic items.
Use of the lockers is subject to the following conditions:
-Lockers are for use by regularand seasonal call floor agents only.
-Locks and lockers will be assigned by the Locker Coordinator.
-Associates will only use assigned locks for the lockers.
-Locks assigned are the responsibility of the associate. In the event of loss or damage of locks, the associate will pay for the replacement.
-Do not deface the lockers, such as writing on them, putting decals or stickers on them, etc.
-Do not share combinations with other associates.
-H&R Block is not responsible for the loss, theft, damage, or otherwise misplacement of personal items within the building and lockers.
-It is the responsibility of the locker owner to ensure all food items are removed from lockers after every shift.
-Open food and liquid containers are not to be left in lockers at any time.
-Corrosive, toxic or hazardous materials are prohibited.
-Weapons are not allowed on-site including being stored in lockers.
-Management reserves the right to open and search lockers when deemed necessary.
These standards are designed to help us deliver total client focus, and are in addition to all other H&R Block policies and procedures. Failure to follow any or all of these standards may result in disciplinary action up to and including termination.