Occurrence Policy

Introduction

Purpose

The Occurrence Policy outlines the procedures and guidelines for managing occurrences within WeSalute. An "occurrence" refers to any incident or event that affects an employee's attendance or performance.

Scope

This policy applies to the Customer Support Team at WeSalute.

Workflow and Definitions

Occurrence: Any event or incident that affects an employee's attendance or performance, including but not limited to tardiness, absenteeism, and performance issues.

Excused Absence: Absence from work that is authorized by a Team Lead or Manager, typically due to illness, family emergency, or approved leave.

Unexcused Absence: Absence from work that is not authorized by a Team Lead or Manager or that negatively impacts departmental operations.

Occurrence Categories

Accountability:

Absenteeism: Consistently failing to report to work as scheduled without valid reason or approval.

Tardiness: Arriving more than 10 minutes late to work without prior notice.

Missed Clock: Failure to report a missed clock in/out to a Team Lead or manager within the pay period.

No Call No Show: Failing to report for a full shift as scheduled without notifying a Team Lead or manager.

Adherence: Being available and ready to work in the proper channel as scheduled and tracked in Assembled.

Performance:

Missed Calls: Failure to answer a routed call during your scheduled phone time.

No Follow Up Email: Failure to follow up by email with a member after a phone, chat, or SMS conversation.

Insufficient Notes: Failure to use proper template or provide detailed notes.

Unprofessional Behavior: Treating any team member or member with disrespect.

Inadequate Member Support: Failure to address all member concerns or needs.

Failure to Communicate: Failing to proactively contact your Team Lead for guidance. Failure to acknowledge or respond to announcements or Team Lead communication in a timely manner.

Failure to Perform Assigned Duties and Responsibilities: Including but not limited to job avoidance reviewing KPIs, coaching, quality assurance tickets, company wide training, 360 reviews, CSAT reviews.

Arriving and Clocking In

• All Team Members are encouraged to arrive and clock in 10 -15 minutes before their scheduled shift start time, in order to login to all necessary platforms and be available to begin taking customer interactions promptly.

• Should you need to leave work early, arrive late, or be absent, arrangements must be made in advance with your Team Lead or the CustomerOps Manager.

• A minimum of 48 business hours advance notification is strongly suggested for absences to be excused.

• Your absence is required to be reported to your Team Lead, the Team Lead on shift and CustomerOps Manager as soon as possible.

Quarterly Measurements of Occurrences and Consequences

Occurrence	Occurrences	Discipline Step and Action
Absences: Unexcused or Unauthorized	2 Occurrences 5 Occurrences 6 Occurrences	Step 1: Verbal warning. Step 2: Written warning. Step 3: Termination.
Tardiness: 10+ minutes	2 Occurrences 5 Occurrences 6 Occurrences	Step 1: Verbal warning. Step 2: Written warning. Step 3: Termination.
Missed Clock	2 Occurrences 7 Occurrences 9 Occurrences	Step 1: Verbal warning. Step 2: Written warning. Step 3: Termination.
No Call No Show	2 Occurrences 3 Occurrences 4 Occurrences	Step 1: Written warning. Step 2: Final Warning Step 3: Termination.
Adherences Minimum of 90% on a weekly basis.	2 Occurrences 3 Occurrences 4 Occurrences	Step 1: Verbal warning. Step 2: Written warning. Step 3: Termination.
Missed Calls The Goal is always to be zero missed calls.	2 Occurrences 3 Occurrences 4 Occurrences	Step 1: Verbal warning. Step 2: Written warning. Step 3: Termination.
No Follow up Email	2 Occurrences 7 Occurrences 9 Occurrences	Step 1: Verbal warning. Step 2: Written warning. Step 3: Termination.
Insufficient Notes	2 Occurrences 5 Occurrences 6 Occurrences	Step 1: Verbal warning. Step 2: Written warning. Step 3: Termination.
Unprofessional Behavior	2 Occurrences 3 Occurrences 4 Occurrences	Step 1: Verbal warning. Step 2: Written warning. Step 3: Termination.
Inadequate Member Support	2 Occurrences 5 Occurrences 6 Occurrences	Step 1: Verbal warning. Step 2: Written warning. Step 3: Termination.
Failure to Communicate	2 Occurrences 5 Occurrences 6 Occurrences	Step 1: Verbal warning. Step 2: Written warning. Step 3: Termination.
Failure to Perform Assigned Duties and Responsibilities	2 Occurrences 5 Occurrences 6 Occurrences	Step 1: Verbal warning. Step 2: Written warning. Step 3: Termination.

Performance Improvement Plan (PIP)

A Performance Improvement plan (PIP) is designed to provide a structured, time bound, opportunity to improve current performance and meet specific goals. Evaluation and Performance Improvement Plan (PIP) will be initiated after Step 1: Verbal Warning or Step 2: Written Warning. Failure to meet improvement targets outlined in the PIP may result in further disciplinary action, up to and including termination.

Appeals Process

Employees have the right to appeal any disciplinary action taken as a result of occurrences.

Appeals must be submitted through the PeopleOps Help Desk.

PeopleOps will review the appeal with the CustomerOps Manager and Team Lead and make a final decision within 14 business days of receiving the appeal.

Record Keeping

Records of occurrences and disciplinary actions will be maintained in MaestroQA and in your individual KPI’s sheet.

Confidentiality

Information regarding occurrences and disciplinary actions will be kept confidential to the extent possible, shared only with individuals who have a legitimate need to know.

Compliance and Disciplinary Action

Employees who violate this policy may face disciplinary consequences in proportion to their violation. Failure to comply with this policy may result in disciplinary action, up to and including termination.

Contact Information

For questions or concerns regarding this policy, employees should contact the PeopleOps Department.

Policy Review and Responsibility

Policy Review

This policy will be reviewed and updated as needed to ensure compliance with legal requirements and best practices.

Responsibility

It is the CustomerOps Manager and PeopleOps responsibility to ensure this policy is followed.