Subject - H&R Block



Subject TSC Attendance Policy

Scope TSC Call Center Agents

Effective Date June 1, 2009

Revision Date September 15, 2012

Policy Statement

Regular attendance is essential to each and every position at H&R Block.

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 |VALUE |

|BSLESE |.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 (8165041113@) Log into Web Mail – (enter HRB user login ID & password) To: 8165041113@ (CSO Attendance) Subject: Absent, Late, Leaving Early, FMLA (options) Body: General reason for absence, time will be in/out (if late/leaving early) Text Message* 8165041113@

*Please be aware that when texting you must include the phone number and the @ 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 period |

|Written 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.

Leadership is 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.

Subject TSC Training Attendance Policy

Scope Seasonal/Regular Call Center Associates.

Effective Date June 1, 2009

Revision Date September 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 (8165041113@) Log into Web Mail – (enter HRB user login ID & password) To: 8165041113@ (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* (8165041113@)

*Please be aware that when texting you must include the phone number and the @ 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.

Subject TSC Client Focus Standards

Scope TSC Call Center Associates and Agents

Effective Date June 1, 2009

Revision Date September 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 regular and 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.

Subject TSC Personal Appearance Policy

Scope TSC Associates

Effective Date June 1, 2009

Revision Date September 15, 2012

Policy Statement

The Company expects associates to maintain their appearance, including clothing, grooming and personal hygiene, in a manner consistent with accepted business standards and with their positions within the Company.

While TSC associates' attire may be relaxed, Company's expectations for professional conduct and productivity remain high. All clothing should be clean, neat, and free from holes, stains, and frays, and fit appropriately. The policy is designed to encourage appropriate casual dress based upon what is appropriate for the work place, and not what the manufacturer says the garment is/is not.

Leadership retains the right to determine what appropriate attire and grooming is required for a productive business environment. Associates failing to adhere to the Personal Appearance Policy are subject to corrective action up to and including termination of employment.

Responsibility

All leaders are responsible for ensuring compliance with HRB Personal Appearance Policy.  Where an associate's appearance is not appropriate, the associate will be counseled on the areas for improvement. If circumstances warrant, an associate may be sent home to correct unacceptable appearance and may be subject to an occurrence or corrective action as outlined in the TSC Attendance Policy. Where permitted by law, the time away from work will be without pay. 

Eligibility

All TSC Associates are covered under this policy

Procedure

TSC associates may dress in comfortable and appropriate casual and/or business casual attire during normal business operations. This will allow associates to be comfortable at work and focus on delivering the best client experience possible. 

Detailed below are some basic guidelines for appropriate dress. These guidelines are not intended to be an all inclusive list. 

|ACCEPTABLE |UNACCEPTABLE |

|Jeans, Slacks, Capris, Skirts, Dresses |Warm Up Suits, Pajama Type Clothing, Scrubs, Athletic Garments, Tights/Leggings*, |

| |Shorts |

|Polo Shirts, Dress Shirts, Sweaters, and T- Shirts |Tank Tops*, Spaghetti Strap Tops*, Transparent Garments* |

|Dress Shoes, Tennis Shoes, Sandals |House Slippers |

| |Hats or Head Coverings of Any Kind |

| |Unprofessional/Offensive Visible Tattoos |

| |Piercings that are unprofessional or interfere with Job Duties |

*Without the appropriate under/over garment

Note: items that are tight, baggy, short, revealing, suggestive, form-fitting; bares the midriff, chest area, or back-side in all ranges of motion are all considered inappropriate.

Blankets are allowed at workstations only. They are not to be worn anywhere else on the call floors or the CSC.

An associate who has questions about the suitability of attire should discuss the matter with their appropriate leader prior to wearing it. Typically, if there is any question about the appropriateness of an article of clothing, it is probably not appropriate and should not be worn.

When visiting other HRB locations associates/contractors/consultants are to utilize the applicable Personal Appearance Policy as denoted by the location. 

Subject TSC at CSC Parking Policy

Scope TSC Associates

Effective Date September 1, 2011

Revision Date September 15, 2012

Policy Statement

H&R Block provides free parking options for associates working at the H&R Block TSC at CSC, as space allows. Since parking is limited, we will need to ensure that only authorized cars are in the parking areas. The Company assumes no liability for damage to personal vehicles.

Responsibility

Facilities Services is responsible for the parking administration and the issuance of parking permits. Facilities Services will enforce this policy and maintain a record of all violations for one calendar year.

Associates are responsible for understanding and adhering to the TSC Parking policy; any concerns should be brought to your leaders, Human Resources or Facilities Services.

Eligibility

All TSC Associates are covered under this policy

Procedure

All associates and contractors who work at the H&R Block TSC at CSC are required to register their vehicle and obtain and display a parking permit to park on the property. Associates and contractors may register more than one vehicle. Parking permits are the property of the Company and may not be transferred between associates, contractors, family members or other workers. Parking permits must be placed on the passenger side of the vehicle in the front or rear window. Parking areas are clearly marked and associates and contractors are required to park only in their designated parking area. If an associate is driving a vehicle other than one that is registered (e.g., rental car), the associate is responsible for parking in their designated parking area and notifying Facilities Services and obtaining a Temporary Parking Permit for the vehicle.

Vehicles left in the parking lot for over 24 hours will be ticketed. If a vehicle remains in the lot for 72 consecutive hours, it will be towed at the owner’s expense unless prior arrangements have been made with Security.

Visitor Parking

Visitor parking is only for non employees or employees from another site. Employees must park in the proper designated areas. Visitors to the CSC should park in Visitor parking. Associates who are being dropped off or picked up should do so outside the building and not in the parking garage.

Handicapped Parking

Associates and contractors who need to park in the designated Handicapped spaces will need to request an H&R Block Handicapped hang tag. These hang tags can be obtained by contacting the TSC Human Resources Department.

Expectant Mother Parking

There are six designated parking spaces reserved for Expectant Mothers. These spaces are located on level P2 of the H&R Block CSC garage, near the elevator vestibule. Pregnant associates or contractors who would like to use these spaces need not request a hang tag through Human Resources. These parking spaces are available on a first-come, first-served basis. Associates or contractors who are not in their third trimester should not utilize these spots. If this does occur, Human Resources will be notified and corrective action can result.

Parking Violations

Violation of the parking policies may result in the following disciplinary actions:

1st Violation - Warning to associate from Facilities Services via e-mail.

2nd Violation - Warning to associate with copy to associate’s supervisor.

3rd Violation - Notification to associate and associate’s supervisor of 3rd violation and a $100.00 fine imposed against the associate’s department (Dept. ID). Fees collected will offset garage related costs.

4th Violation - Suspension of parking privileges. Vehicle may be removed or immobilized at owner’s expense.

Any egregious violations of the Parking Policy or non-compliance with those administering the policy will

result in disciplinary action up to and including termination.

After Hours Parking

The H&R CSC and Annex garages are shared by H&R Block and the City of Kansas City, MO.  From 6AM until 6PM Monday through Friday and 6AM until Noon on Saturday, both garages are dedicated to H&R Block associates and visitors.

After 6PM on weekdays, after noon Saturday and all day Sunday, H&R Block retains access 400 parking spaces in the H&R Block CSC garage to be used by H&R Block associates at no charge.  On KC Rep performance nights, 100 of the H&R Block parking spaces are reserved for patrons attending the KC Rep performance, leaving 300 for H&R Block associates.  On nonperformance times, all 400 spaces are to be made available for H&R Block associates.   The remaining spaces are available to the general public, at a fee determined by the City.

NOTE: Associates assigned to the Annex garage are automatically provided access to the H&R Block CSC garage after 6PM on weekdays, after 12:00pm on Saturday, and all day on Sunday.

Up to 400 associates may park in the H&R Block CSC garage free of charge as long as they have with them their security badge. Security cannot validate tickets for associates who have forgotten their badge.  Associates without a security badge will be treated the same as the general public.

Subject TSC Chat Policy

Scope TSC Call Center Staff

Effective Date July 1st 2009

Revision Date October 1, 2010

Policy Statement

The TSC uses an Instant Messaging Tool to conduct informal network chats between phone associates and selected Supervisors or designated Experts for work-related purposes.

The client application allows the user to conduct one-to-one chats, one-to-many, or many-to-many conferences. The available audience will only consist of users who have the client software installed and have also logged into the application. In addition, only certain users (supervisors, experts, etc.) may receive chats from phone agents.

Responsibility

All users are expected to assume responsibility for the messages entered in Instant Messaging. Interactions will be monitored and logged daily and should comply with all company policies and procedures related to communication including, but not limited to, The Corporate Communications System Usage Policy. Professional conduct is expected during all interactions and IM should not be used for personal conversation. Profanity, inappropriate comments, or any type of discriminatory language is prohibited. IM contractions or sayings should typically not be used and all messages should be typed in English with proper spelling and grammar.

Procedure

The Instant Messaging tool should be used for company business only for the following purpose:

1. To chat with an associate manager/manager or designated “expert” for assistance while on a call with a customer.

2. To chat with an associate manager/manager to clarify a prior communication received via e-mail, crew brief, chair drop, etc.

3. To participate in a conference sponsored by a designated leader at the TSC

4. To keep the team updated on important client resolution information

Mistreatment of the chat tool by conducting non-work related chats or communicating inappropriately could result in disciplinary action up to and including termination.

Subject TSC PTO Procedure

Scope TSC Associates

Effective Date June 1, 2009

Revision Date January 1, 2010

Policy Statement

The Vacation policy for all associates is located on MyBlock.

MyBlock < MyCompany < Company Library < Policies & Procedures

Responsibility

It is the responsibility of all associates to plan ahead for their time off work and to gain approval from their leader.

Eligibility

Full-time and part-time regular associates, scheduled for 20 hours or more per week, are covered under the corporate vacation policy.

Seasonal associates who work at least 1,000 hours during the fiscal year (May 1 through April 30) will be eligible during the next fiscal year for paid vacation, holidays and sick leave.

Procedure

All time off is subject to review and can be cancelled by management at any time based on business need and/or individual performance. Requests should ideally be made two weeks in advance. Borrowing of any PTO time is strictly prohibited. You are required to enter all available time from the appropriate PTO bucket into StarWeb to cover an absence, whether it is planned or unplanned.

|Floating Holiday (FHD) |utilize for any personal time off work, with the exception of sick time |

|Sick (SCK) |utilize for any personal illness or illness of a family member which requires your care, |

| |doctor/dentist appointments |

|Personal (PER) |utilize for any personal time off work, with the exception of sick time |

|Vacation (VAC) |utilize for any personal time off work, with the exception of sick time |

Step 1 – Review your StarWeb record to ensure you have ample hours to cover PTO request

Step 2 – Request time off

a. For Call Center Agents the requests should be made through eSchedule Planner, and if approved (via e-mail), follow up with your leader within 24 hours to ensure they are aware of the request

Step 3 – Plan for your time off

a. Follow up with your leader the day before your time off begins to remind them of your absence

b. Identify a back-up for you during your absence, if necessary

c. Enable your out of office message on your email and voicemail, if necessary

d. Ensure your time off is entered into StarWeb prior to or immediately following your time off

Subject TSC Leave Procedure

Scope TSC Associates

Effective Date June 1, 2009

Revision Date September 15, 2012

Policy Statement

Leave policies for all associates are located on MyBlock.

MyBlock < MyCompany < Company Library < Policies & Procedures

Responsibility

It is the responsibility of all associates to complete all required forms, notify the appropriate individuals, provide necessary documentation, and follow-up as required during any company recognized leave of absence.

Eligibility

Eligibility requirements for the types of leave below vary depending upon applicable federal and state law as well as H&R Block’s policies and procedures.

Procedure

Family and Medical Leave Act (FMLA)

Step 1 – notify your leader or HR of the need to take an FML leave of absence

Step 2 – call Cigna at 1-866-563-3586

Step 3 – complete and submit all required paperwork to Cigna timely; Cigna will determine FML eligibility

Step 4 – if FMLA is approved, ensure appropriate notifications are made

a. Consecutive Leave: provide follow up notification for updates to medical condition or return to work date to Cigna

i. Call Center associates need to also notify Workforce Planning

ii. Follow up with your leader on return to work date only

b. Intermittent Leave: all intermittent FMLA absences should be reported to Cigna as far in advance as possible, but no later than two days from the absence

i. Call Center associates need to also notify Workforce Planning

ii. Notify your leader of each absence

Personal

Step 1 – Notify your leader or HR of the need to take a personal leave of absence

Step 2 – Complete the Request for Military/Personal Non-Medical Leave of Absence form (MyBlock < AboutMe < MyBenefits < Paid Time Off and Leaves)

Step 3 – Submit the completed Request for Military/Personal Non-Medical Leave of Absence form to your leader for approval

Step 4 – Follow up with your leader if there are any changes to your return to work date prior to the date

Military

Step 1 – Notify your leader or HR of the need to take a military leave of absence

Step 2 – Complete the Request for Military/Personal Non-Medical Leave of Absence form (MyBlock < AboutMe < MyBenefits < Paid Time Off and Leaves)

Step 3 – Submit the completed Request for Military/Personal Non-Medical Leave of Absence form to your leader for approval along with a copy of your military orders

Step 4 – Follow up with your leader if there are any changes to your return to work date prior to the date

Short-Term Disability (STD)

Step 1 – Notify your leader or HR of the need to take a short-term disability

Step 2 – Call Cigna at 1-866-563-3586

Step 3 – Complete and submit all paperwork to Cigna timely

Step 4 – Ensure appropriate notifications are made

a. Provide follow up notification for updates to medical condition or return to work date to The Standard

a. Call Center associates need to also notify Workforce Planning

b. Notify your leader of each absence

Bereavement

Step 1 – Notify your leader or HR of the need to take a bereavement leave

Step 2 – If necessary, request additional time off beyond the bereavement leave policy with your leader

Step 3 – When you return to work provide appropriate documentation to your leader or HR

Jury Duty & Witness

Step 1 – Notify your leader or HR of the need to take a jury duty leave

Step 2 – Provide Jury Duty Notice or Subpoena to your leader

Step 3 – If necessary, request additional time off beyond the initial request with your leader

Voting

Step 1 – Request time off to vote from your leader prior to election day

Subject ATO/VTO/MTO Procedure

Scope TSC Call Center Agents (Seasonal & Regular)

Effective Date January 1, 2010

Revision Date September 15, 2012

Policy Statement

In order to ensure that our resources are being used in the most efficient ways possible, we will utilize the following process in an effort to balance business expectations with associate requests to be absent from the workplace.

Responsibility

Agents, Leaders, and the Workforce Planning team work together to ensure that time off requests are processed.

It is the responsibility of all associates to complete all required steps within the process, notify the appropriate individuals, wait for required approvals, provide necessary documentation, and follow-up as required during any absence from their shift. All Leaders are responsible to review all time off requests in a timely manner, to notify associates during periods when time off is not available. Workforce Planning is responsible for the system used to request time off and for the administration of this procedure.

Eligibility

Regular, seasonal, and contingent TSC associates are eligible for approved time off (ATO) and voluntary time off (VTO). Regular full and part-time associates are not eligible for Mandatory time off (MTO). The appropriate approvals, as outlined in the procedure, are required to receive any time off.

Definitions

Approved Time Off (ATO) Any absence approved through the eSchedule Planner (ESP) system in advance of the absence.

Voluntary Time Off (VTO) Time off that is available because intra-day business need dictates that additional time allotments are available. Associates must be at work to volunteer to leave.

Mandatory Time Off (MTO) Time off that is available due to intra-day business needs dictates that additional time allotments are available and not enough associates have taken VTO. Associates at work are required to take time off. In the event of advance MTO all or part of the associates’ shift will be cancelled. Mandatory time off can be same day or for future scheduled days.

Procedure

Reference TSC PTO procedure for detailed instructions on how to request time off.

Approved Time Off (ATO)

Time off requests for dates falling between 1 – 90 days in advance will be evaluated against a specified time off allotment in eSchedule Planner. The allotment is based on current and future business needs and is managed by Workforce Management and Operations Managers.

All ATO requests must be submitted in eSchedule Planner at least 1 day in advance of the date requested off. Requests that do not meet this guideline will automatically be rejected.

Agents should follow up with their leader within 24 hours to ensure that they are aware of the request.

Agents will need to check eSchedule Planner to determine the outcome of their request.

Time off requests may be denied for any of the following reasons: time of is not available due to business needs (blackout periods), the date requested is greater than 91 days, or the ATO allotment has been used.

Service Center Management reserves the right to modify time off availability as business needs dictate. All time off is subject to review and can be cancelled or approved by management at any time based on business need and/or individual performance.

Voluntary Time Off (VTO)

(Instruction on how to enter VTO is located on Consona under TSC Information)

Workforce Planning will determine the need and availability of VTO and will notify Operations Managers of VTO parameters via email. Parameters include agent skill type, schedule time constraints, and the number of VTO slots available as certain agents may not be eligible that day. VTO requests will be processed on a first come first served basis beginning with the first request filed after the VTO availability notification is made.

Managers/Associate Managers /Team Leads inform the agents that VTO is available and encourage them to submit a request for VTO via eSchedule Planner. In an effort to align required attendance tracking systems; all VTO requests should be made, by the associate, through eSchedule Planner regardless of the departments VTO evaluation and recommendation process.

Associates that meet the parameters must apply for VTO via eSchedule Planner. Requests made prior to the notification will be denied.

Associates will need to check eSchedule Planner to determine the outcome of their request. If their request is approved, they must log out of their phone, notify the associate manager that they have been approved for VTO, clock out, and should leave the call floor.

Example: “3 VTO slots are available for Tier 1 agents whose shifts end at

4pm or before." Requests made outside the parameters will be denied.

In addition, all agents scheduled for training, up-training, or certain

meetings or focus groups will be denied as well. Once the scheduled

off-phone activity is completed some of these associates may become

eligible for VTO.

Agents who call Workforce Planning prior to the start of their shift to determine if VTO is available for that day, will not be granted VTO unless they come to work and request it through the eSchedule system if/when it becomes available.

At non-peak times of year, or when Workforce Planning may not be open during operating hours VTO may be handled in the following manner:

1. The designated Manager/Associate Manager/Team Lead will inform the agents that VTO is available and encourage them to submit a request via eSchedule Planner

2. Associates that meet the parameters must apply for VTO via eSchedule Planner and notify the leader when the request is entered. Requests made prior to the VTO availability notification will be denied.

3. The leader on the floor will send an approval email to the agent and CC: Workforce Planning as confirmation of the request.

4. After the associate receives the approval e-mail from the leader, they must log out of their phone, clock out, and should leave the call floor.

Mandatory Time Off (MTO)

1. In the event there are not enough volunteers for VTO, Workforce Planning will determine the parameters for Mandatory Time Off. Parameters include outlining the number of associates that should be scheduled to leave, and which schedule times should be cancelled.

2. Workforce Planning will provide a list of associates that meet the parameters based on “First In/First Out” to the Manager.

3. Workforce Planning will enter the MTO segment into eSchedule Planner, ending the associates shift and an e-mail will automatically be generated notifying the associate and their manager that they are required to take time off.

4. Associates that fit the parameters will be asked to end their shift by the Operations Manager or Associate Manager. The Manager or Associate Manager will indicate to the associate that this is a mandatory shift cancel and that the associate should log out of the phone and clock out.

Occasionally, MTO will be given in advance of the workday. In this instance the associates shift will be cancelled in eSchedule Planner.

Subject TSC Social Networking Media Access

Scope TSC Call Center Associates (Seasonal & Regular)

TSC Call Center Associate Managers (Seasonal & Regular)

Effective Date February 15, 2010

Revision Date September 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. Due to the increased utilization of social networking, it is necessary for identified associates to have access to and work within various social media channels. By adhering to the standards listed, we can ensure a world class client experience at every interaction.

Responsibility

All TSC Agents are responsible for maintaining a client-focused attitude and work environment at all times.

Eligibility

All regular full-time/regular part-time and seasonal associates and associate managers are covered under this policy.

Definitions

Social Networking Media - web-based services that allow individuals to construct a public or semi-public profile within a bound system, articulate a list of other users with whom they share a connection, and view and traverse their list of connections and those made by others within the system. The nature and classification of the connections may vary from site to site.

Examples: Facebook, MySpace, Twitter, LinkedIn, Google+

Procedure

All access to social media sites from an H&R Block workstation and/or during your shift is to be used for business purposes only.

It is expected that identified agents who have approved access to various social networking sites, protect our clients’ privacy by not posting confidential information to any site.

As communications on any social networking site are highly visible to the public, all exchanges should be professional in tone and content, and should be a positive representation of H&R Block.

As with all password and login information; access information for social networking should not be shared with anyone inside or outside the organization.

Associate Managers/Managers are responsible for administering and enforcing company policies and for tracking their department's adherence to those policies.

Any violation of this policy will result in disciplinary action up to and including termination.

................
................

In order to avoid copyright disputes, this page is only a partial summary.

Google Online Preview   Download