Policies and Procedures 1

How do you clock in/out (or how do you make sure your time worked is added to your timesheet?)

Answer explanation

You must clock in and out on OneUSG Connect to add your time to your timesheet. You should also sign in and out on the sign-in sheet on the front table, but this step by itself does not ensure that your time is added to your timesheet. Anytime that you do not clock in/out online means that I must add your time in manually which increases the likelihood of mistakes or late approvals (which can negatively impact your timesheet or paycheck)

You have let Alisia know that will not be able to attend one of your usual shifts. What should you do when she posts the schedule for the week?

• Not check the schedule and assume that everything is correct since you have already notified her about your changed schedule

• Check to make sure everything is correct and let her know if there are any mistakes

• Check the schedule but not let her know of any mistakes since they're probably just a typo

• Check the schedule and edit the spreadsheet yourself if there are any mistakes

Answer explanation

Even if you properly inform me of an absence or schedule change (which is by sending me a notice in writing or submitting a new schedule on the form), you should check the posted schedule to make sure it's correct. If it's incorrect, please let me know right away so that I can update. Don't edit the Excel spreadsheet directly.

You're taking a break from calling (either during the shift or between shifts). What should you do?

• Click "end session" in the "actions" menu on RNL Engage and make sure that you are on the employee dashboard

• Pause on the current prospect

• Close the browser window

• Log completely out of RNL Engage

Answer explanation

You should click "end session" on the "actions" menu on RNL Engage and make sure that the you are sent to the employee dashboard page after you are done with the current prospect. Just pausing on the current prospect without ending your session will cause you to red screen, which negatively impacts your calling stats. Doing so is also a security concern as you are leaving prospect personal info unguarded when you are away from your station. Exiting the browser will not correctly save any updates or results on the current prospect. You don't need to log completely out of RNL Engage if you are just taking a break

You can't attend a shift that you are usually scheduled for. Order the options below from best option (1) to worst option (5)

• Letting me know at least 48 hours in advance (and making the shift up or using free hours)

• Sending in a temporary schedule by Wednesday of the previous week

• Finding another caller to swap shifts

• Not showing up (no-call no-show)

• Letting me know one hour before the shift starts

Answer explanation

Both sending in a temporary schedule or swapping shifts with another caller are great options. You should try this before emailing or messaging me that you will be absent. If you can't send a temporary schedule or find a substitute, you must let me know at least 48 hours in advance. Letting me know the day of is NOT suggested, and just not showing up to a shift is NOT acceptable.

Do you feel like the policies and procedures are clear and explained well during training?

• The policies and procedures are clear and explained well during training

• The policies and procedures are clear but could be better explained during training

• The policies and procedures are only somewhat clear

• The policies and procedures are unclear

Do you feel that you follow the policies and procedures?

• Yes, I always or almost always make an effort to follow the policies and procedures

• Somewhat, I follow some policies and procedures but sometimes forget

• Somewhat, I follow some policies and procedures but was unaware of some of them

• No, I rarely follow the policies and procedures