Personal Market

							Personal Market
  Call Centers
     PCSC


     Employee
Reliability Standards




       update: 4/01/02
Schedule Adherence
Because the primary focus of our department is to service our customers or potential customers, adherence to scheduled work hours is
critical Excessive absences for all or part of your scheduled workday with or without adequate notice prevents our customers from
receiving the service they deserve. Schedule adherence also contributes to your individual success.

We believe the schedule adherence guidelines we have established allow us to balance the need to provide a strong level of service to
our customers and at the same time, provide flexibility for each of you in balancing your daily work schedule with personal
circumstances.

Overall adherence to schedules has a great impact on customer service. Although the maximum number of acceptable infractions in
any one area are noted in the pages that follow, once an employee is placed in disciplinary status, continued demonstrated poor
performance in any area of attendance infraction could cause further disciplinary action.

In situations where an employee has only been with us for a short time and has incurred more than a reasonable amount of attendance
infractions for such a short service time, disciplinary measures may be applied at less than the outlined guideline in each category.

Part-time employee break schedule:

              •Less than 3 hrs = no breaks
              •3-3:59 hrs = one 10 minute paid break, no unpaid breaks
              •4-4:59 hrs = one 15 minute paid break, no unpaid breaks
              •5-5:59 hrs = two 10 minute paid break, no unpaid breaks
              •6-6:59 hrs = two 15 minute paid break, no unpaid breaks
              •7+ hrs = two 15 minute paid breaks, no unpaid breaks, Optional two 15 minute paid breaks + one 30 minute (or 45
              minute) unpaid meal break
              •
Full-time employee break schedule
       –Two 15 minute paid break, and one unpaid 45 minute meal break
Tardy Definition                             Full-time employee                           Part-time employee
Absence of 30 minutes or less and            Reliability Guideline:                       Reliability Guideline:
includes:                                     10 = conversation/ verbal                   7 = conversation/ verbal
 Start of shift                              14 = written                                10 = written
 Breaks                                      16 = probation                              12 = probation
 Meal                                        20+ = termination                           14+ = termination
 Early Departure
 Other occurrences during shift             Tracked in rolling 6 month window            Tracked in rolling 6 month window



Partial Day Definition                       Full-time and part-time employee
   Full-time: Duration of absence is from   Reliability Guideline:
    31 minutes to 3 hr. and 44 minutes        4 occurrences/or 8 hours or more of lost time = conversation/verbal
   Part-time: Duration of absence is from    5 occurrences/or 10 hours or more of lost time = written warning
    31 minutes to half of scheduled shift.    6 occurrences/or 12 hours or more of lost time = probation
    Employee must choose either paid or       7+ occurrences/or 14 hours or more of lost time = termination
    unpaid. Employee must inform
    supervisor/support if they do not want   Tracked in rolling 6 month window
    to apply FTO.



Unplanned Definition                                                                      Full-time and part-time
                                                                                          employee
   Full-time: Any unapproved absence for whole or ½ work day                             Reliability Guideline:
   Part-time: Any unapproved absence for whole or ½ work day                              3 = conversation/verbal
   Any absence with less than the required advance notice PCSC = 48 hrs prior to start    4 = written
    of scheduled shift                                                                     5 = probation
   Consecutive work days out for one event = 1 unplanned occurrence                       6+ = termination

                                                                                          Tracked in rolling 6 month window
Unexcused Definition                       Full-time employee ONLY
   Applicable to Full-time employees      Reliability Guideline:
    only                                    1st occurrence - written
   Whole work day or absence when the      2nd occurrence - probation
    ee works less than 3 hr. and 45         3rd occurrence - termination
    minutes that is not covered by FTO,
    PH*, (*PH is to be used in full day    Tracked in rolling 24 month window
    increments only) or authorized leave
   Consecutive work days out for one
    event = 1 unexcused occurrence




No Pay day Definition                      Part-time employee ONLY
   Applicable to Part-time employees         During the 1st six months of employment, allowed maximum of 4 no pay days
    only                                       (regardless of planned or unplanned)
   When a part time employee works
    50% or less of scheduled hours and        After six months of employment and beyond, Reliability Guideline:
    does not elect to use or has not               4 = conversation/verbal
    accrued FTO/PH to cover this time              5 = written warning
                                                   7 = probation
                                                   8+ = termination
                                               Tracked in rolling 12 month window

                                              No combining for 1st year of employment:
                                                   Maximum of 4 (less is expected) during 1st six months
                                                   After that, the next six months starts the count over again
                                                   Remember the employee is only receiving the maximum additional in the 1st
                                                     six months to cover rare instances of needing time off as they won’t have
                                                     earned enough FTO/PH to cover the absence
No Call/No Show Definition                 Full-time and part-time employee
   Employee does not report for           Reliability Guideline:
    scheduled shift and does not call in    1st occurrence - one time final warning
                                            2nd occurrence - termination




Office Closure Definition                  Full-time employee                           Part-time employee
If the office does not open, opens late or    If the office is open and the employee      If the office is open and the employee
closes early, both full-time and part-time     is scheduled to work and does not            is scheduled to work and does not
employees will be paid for the time they       come to work, then it is an unplanned        come to work, then it is an unplanned
would have worked provided:                    FTO/PH                                       FTO/PH
 it is a scheduled work day;                 If they do not have FTO/PH available,       If they do not have FTO/PH available,
 the closing/delayed opening occurs           then it is an unexcused absence              then it is a no-pay day occurrence
     during the employee’s normal working
     hours