World
Connection
Employee
Handbook
2016
World Connection Confidentiality Policy
All information concerning clients, former clients, our staff, volunteers, and financial data, Individual pay, Incentives and Business records of World Connection is confidential. “Confidential” means that you are free to talk about World Connection and about your program and your position, but you are not permitted to disclose clients’ names or talk about them in ways that will make their identity known. No information may be released without appropriate authorization. This is a basic component of client care and business ethics. World Connection expects you to respect the privacy of clients and to maintain their personal and financial information as confidential. All records dealing with specific clients must be treated as confidential. Staff members are responsible for maintaining the confidentiality of information relating to other staff members, in addition to clients. Failure to maintain confidentiality may result in termination of your employment, or other corrective action. This policy is intended to protect you as well as World Connection because in extreme cases, violations of this policy also may result in personal liability. Rationale
Confidentiality is the preservation of privileged information. By necessity personal and private information is disclosed in a professional working relationship. Part of what you learn is necessary to provide services to the applicant or client; other information is shared within the development of a helping, trusting relationship. Therefore, most information gained about individual clients through an assignment is confidential in terms of the law, and disclosure could make you legally liable. Disclosure could also damage your relationship with the client and make it difficult to help the person. Before you begin your assignment, you should be aware of the laws and penalties for breaching confidentiality. Although the agency is liable for your acts within the scope of your duty, giving information to an unauthorized person could result in the agency's refusal to support you in the event of legal action. Violation of the state statutes regarding confidentiality of records is punishable upon conviction by fines or by imprisonment or by both. Certification
I have read World Connection’s policy on confidentiality and the Statement of Confidentiality presented above. I agree to abide by the requirements of the policy and inform my supervisor immediately if I believe any violation (unintentional or otherwise) of the policy has occurred. I understand that violation of this policy will lead to disciplinary action, up to and including termination of my service with World Connection. World Connection Sexual Harassment Policy
Purpose
It is the policy of World Connection to provide an environment free from harassment for any reason, whether because of age, race, color, religion, gender, creed, national origin, disability, or any other factor, especially sex. Sexual harassment violates an individual’s fundamental rights and personal dignity, is unlawful, and will not be tolerated by World Connection. World Connection considers sexual harassment in all its forms to be a serious offense. Definition
Sexual harassment is unwanted sexual attention of a persistent or offensive nature made by a person who knows, or reasonably should know, that such attention is unwanted. Sexual harassment includes sexually oriented conduct that interferes with an employee’s job performance and creates an intimidating, hostile, or offensive working environment. While sexual harassment encompasses a wide range of conduct, some examples of specifically prohibited conduct include: § Promising, directly or indirectly, an employee a reward if the employee complies with a sexually oriented request; § Threatening, directly or indirectly, to retaliate against an employee if the employee refuses to comply with a sexually oriented request; § Denying, directly or indirectly, an employee an employment-­‐related opportunity if the employee refuses to comply with a sexually oriented request; § Engaging in sexually suggestive physical contact or touching another employee in a way that is unwelcome; § Engaging in explicit language, gestures, or indecent exposure; § Making sexual or romantic advances toward an employee and persisting despite the employee’s rejection of the advances; § Deliberately creating an overall offensive environment, including use of vulgar language, displaying, storing, or transmitting sexually explicit photographs or other materials, and the telling of sexual stories. Sexual harassment can be physical and/or psychological in nature. An aggregation of a series of incidents can constitute sexual harassment even if one of the incidents considered on its own would not be harassing. Employees are prohibited from harassing other employees whether or not the incidents of harassment occur on World Connection property and whether or not the incidents occur during working hours. Sexual harassment can involve males or females being harassed by members of either sex. Although sexual harassment typically involves a person in a greater position of authority as the harasser, individuals in positions of lesser or equal authority also can be found responsible for engaging in prohibited harassment. Consensual sexual or romantic relationships between employees are deemed unwise and are strongly discouraged if one employee has supervisory authority over the other employee. Responsibilities
If employees believe that they have been subject to sexual harassment or any unwanted sexual attention they should: 1. Make their unease and/or disapproval directly and immediately known to the alleged harasser; 2. Report the incident immediately to Human Resources. Employees should feel free to raise concerns and make reports without fear of reprimand. It is unlawful to retaliate against an employee for filing a complaint of sexual harassment or for cooperating in an investigation of a sexual harassment complaint. All incidents of sexual harassment or inappropriate sexual conduct must be reported regardless of their seriousness. Alleging harassment without following these procedures might be considered evidence of a malicious intent on the part of the complainant. Resolution
Employees often can stop or prevent sexual harassment by immediately and directly expressing their disapproval of an individual’s sexually oriented attention or conduct. In many cases, an informal warning by the Director to an alleged harasser, combined with appropriate follow-­‐up supervision and monitoring of the employee’s behavior might be sufficient to prevent or stop sexual harassment. In certain instances if the employee is uncomfortable addressing the director the Board may be approached directly. If this approach does not stop the harassment, a thorough and impartial investigation of all complaints will be conducted in a timely and appropriate manner. The investigation will be conducted by the Director, Assistant Director, or the employee’s immediate supervisor. Any employee of World Connection who has been found to have sexually harassed another employee or visitor/patron of World Connection will be subject to disciplinary action up to and including termination. Confidentiality
All inquiries, complaints and investigations are treated confidentially. Information is revealed strictly on a need-­‐to-­‐know basis. However, the identity of the complainant usually is revealed to the accused and witnesses. All individuals contacted in connection with a complaint will be counseled that any information pertaining to the complaint shall be held in confidence. Fraud
All sexual harassment claims will be taken very seriously. Once you have filed your claim you cannot revoke it. Creating a claim with false allegations is grounds for immediate termination. Workplace Violence Policy
World Connection is committed to preventing workplace violence and to maintaining a safe work environment. World Connection has adopted the following guidelines to deal with intimidation, harassment or other threats of or actual violence that may occur onsite or offsite during work-­‐related activities. Scope of Policy
All full-­‐ and part-­‐time, active employees are covered under this policy. Prohibited Conduct
All employees, customers, vendors and business associates should be treated with courtesy and respect at all times. Employees are expected to refrain from fighting, “horseplay” or other conduct that may be dangerous to others. Conduct that threatens, intimidates or coerces another employee, customer, vendor or business associate will not be tolerated. World Connection resources may not be used to threaten, stalk or harass anyone at or outside the workplace. World Connection treats threats coming from an abusive personal relationship as it does other forms of violence. Indirect or direct threats of violence, incidents of actual violence and suspicious individuals or activities should be reported as soon as possible to human resources (HR),. When reporting a threat or incident of violence, the employee should be as specific and detailed as possible. Employees should not place themselves in peril, nor should they attempt to intercede during an incident. Employees should promptly inform the HR department of any protective or restraining order that they have obtained that lists the workplace as a protected area. Employees are encouraged to report safety concerns with regard to intimate partner violence. World Connection will not retaliate against employees making good-­‐faith reports. Word Connection is committed to supporting victims of intimate partner violence by providing referrals to the company’s employee assistance program and community resources and providing time off for reasons related to intimate partner violence. Investigations and Enforcement
World Connection will promptly and thoroughly investigate all reports of threats of violence or incidents of actual violence and of suspicious individuals or activities. The identity of the individual making a report will be protected as much as possible. World Connection will not retaliate against employees making good-­‐faith reports of violence, threats or suspicious individuals or activities. To maintain workplace safety and the integrity of its investigation, World Connection may suspend employees suspected of workplace violence or threats of violence, either with or without pay, pending investigation. Anyone found to be responsible for threats of or actual violence or other conduct that is in violation of these guidelines will be subject to prompt disciplinary action up to and including termination of employment. World Connection encourages employees to bring their disputes to the attention of their supervisors or the HR department before the situation escalates. World Connection will not discipline employees for raising such concerns. Horseplay Policy
World Connection prohibits the use of irresponsible behavior such as horseplay (and other unsafe actions such as scuffling, fighting, etc.) which creates an adverse effect on safety and the well-­‐being of others. Horseplay at work is defined as rough or boisterous play or pranks that occur at the workplace. Horseplay may include activities such as joking using physical contact, playing around, racing, grabbing, foolish vehicle operation, social pressure to participate in unsafe acts, harassment, and/or unauthorized contests. The horseplay prevention policy applies to all World Connection employees. Playing jokes and having fun with co-­‐workers may break up the day and make work more interesting, but it can also lead to serious injuries and sometimes be deadly. RISKS
• Horseplay is a safety hazard when it is difficult for an employee to pay attention to safety and the job in general because they are on the lookout for the next unforeseen horseplay or practical joke; • Horseplay is a safety hazard and may result in an accident or injury • Liability may become an issue if someone is hurt as a result of horseplay or a practical joke. The horseplay perpetrator may be liable for damages and also risks losing their job; • Humiliation, embarrassment, anger, distrust, and a desire for revenge can result from horseplay and practical jokes, even when they aren’t dangerous in terms of safety. PROCEDURE
• World Connection employees are required to follow all regulations and work rules to ensure the safety of themselves, employees, and non-­‐employees; Not permitted to engage or participate in any type of horseplay and encouraged to report violations of this policy to Human Resources. • Human Resources is required to: Educate new employees and re-­‐educate existing employees (as deemed necessary) about the Horseplay Prevention Policy; Take steps to secure the safety and future non-­‐harassment of any known victim(s) of horseplay; and Take Progressive Disciplinary action against the perpetrator of the horseplay, which, if seen to be either purposefully or neglectfully endangering others, may result in immediate termination of employment. • Management is required to: Support, encourage, and provide the structure for a safe and healthy work environment for all World Connection employees. DEFINITIONS
Prank: A mischievous trick or silly stunt done for amusement. Boisterous: Noisy, energetic, and rowdy. ZERO TOLERANCE DRUG AND ALCOHOL POLICY World Connection is a drug-­‐free workplace. The purpose of this policy is to ensure the safety of all employees and to promote productivity. Substances covered under this policy include alcohol, illegal drugs, inhalants, and prescription and over-­‐
the-­‐counter drugs. We reserve the right to inspect our premises for these substances. We reserve the right to conduct alcohol and drug tests at any time. We may terminate your employment if you violate this policy, refuse to be tested, or provide false information. Definitions under this policy A “substance” includes alcohol, illegal drugs, inhalants, and prescription and over-­‐the counter drugs. An “illegal drug” is any substance that is illegal to use, possess, sell, or transfer. “Drug paraphernalia” are any items used or intended for use in making, packaging, concealing, injecting, inhaling, or consuming illegal drugs or inhalants. A “prescription drug” is any substance prescribed for an individual by a licensed health care provider. An “inhalant” is any substance that produces mind-­‐altering effects when inhaled. You are “under the influence” if any substance: • impairs your behavior or your ability to work safely and productively; • results in a physical or mental condition that creates a risk to your own safety, the safety of others, or company property; or • is shown to be present in your body, by laboratory evidence, in more than an Identifiable trace. “Company premises” include our buildings, grounds, parking lots. You must follow these rules while you are on company premises and while you conduct company business. The rules apply any place you conduct company business, including a company vehicle or your own vehicle: 1. You may not use, possess, or be under the influence of alcohol on company premises. 2. You may not use, possess, or be under the influence of illegal drugs. 3. You may not sell, buy, transfer, or distribute any drugs. It is against the law to do so, and we will report such actions to the authorities. 4. You may not use, possess, sell, buy, transfer, or distribute drug paraphernalia. 5. You may not use or be under the influence of inhalants. 6. You must follow these rules if you take prescription or over-­‐the-­‐counter drugs on the job. -­‐ You may use a prescription drug only if a licensed health care provider prescribed it for you within the last year. -­‐ You may use prescription or over-­‐the-­‐counter drugs only if they do not generally affect your ability to work safely. -­‐ You must follow directions, including dosage limits and usage cautions. -­‐ You must keep these drugs in their original containers. You must cooperate with any investigation into substance abuse. An investigation may include tests to detect the use of alcohol, drugs, or inhalants. Testing may include urine, blood, or breathalyzer tests. Before testing, you will have the chance to explain the use of any drugs. We will follow laws for keeping test results confidential. Agreement to follow policy
I have received and read a copy of the drug and alcohol abuse policy for World Connection, I agree to follow the rules in the policy. Dress Code & Personal Hygiene Policy
Intent
World Connection requires all employees to present themselves in a professional manner, with regard to attire, personal hygiene and appearance. Hygiene
World Connection employees are expected to meet hygiene requirements during regular business hours for the duration of their employment. • Maintain personal cleanliness by bathing/showering daily • Oral hygiene (Brushing of teeth) is required • Use deodorant and or anti-­‐perspirant to minimize body odors • No heavily scented perfumes, colognes and lotions. These can cause allergic reactions migraines, and respiratory difficulty for some employees • Wash hands after eating and especially after the restroom Personal Grooming
• Clothing must be clean, in good condition and fit appropriately • Neat and well groomed hair, sideburns, mustaches and beards • Tattoos that are perceived as offensive, hostile or that diminish the effectiveness of the employee’s professionalism must be covered, and not visible to staff customers or visitors. Casual
• World Connection employs a “Casual” policy, wherein our employees are welcome to wear workplace appropriate jeans (no rips, tears or stains), and running shoes (no rips, tears or stains). • While casual allows our employees to dress in a more casual fashion, employees should take into account the necessity to continually conduct themselves in a professional fashion, and Dress in such a way that will not create a negative perception by customers, either internal or external. Clarification
• Every World Connection employee is responsible for exercising sound judgment and common sense for his or her attire at all times. If an employee is deemed to be wearing inappropriate attire, Management is responsible for coaching the agent appropriately. • Individual situations relating to appropriate workplace attire may be addressed on a case-­‐by-­‐
case basis if you have any questions please contact Eric. • Departure from appropriate grooming, hygiene and attire standards will result in disciplinary action up to and including termination. CHAT AND INSTANT MESSAGING
World Connection has adopted Instant Messaging and Chat etiquette rules for the following three reasons: 1. Professionalism: World Connection employees must act as professionals and must use proper email language and techniques to convey a professional image. 2. Efficiency: All employees should create emails that are well written and concise. 3. Protection from liability: World Connection employee(s) must be aware of email risks that can contribute to legal liabilities of World Connection. Best Practices
Before choosing Instant Messaging (IM) as a means of business communication, consider the content. IM works best for quick questions, updates, and schedule changes. For complicated or critical messages, send an E-­‐mail, pick up the phone, or meet face-­‐to-­‐face with the party or parties involved. When using IM, follow these World Connection guidelines (best practices): • Be Brief • Keep messages very concise. As a general rule, IM messages should be no more than a sentence or two. Save longer conversations for meetings and conference calls. • Be Kind • Never deliver bad news or major announcements by IM; the format will seem to trivialize the message. • Don’t Use IM as a Substitute for Serious Communications • Use Caution never include sensitive or confidential information in a message. It's too easy for someone to cut and paste the text into an Email or another document that might be passed on without management approval. Instant messaging is for business use only. Disciplinary action up to termination may occur for messages that include but are not limited to the following topics; • Ridicule or spread rumors about colleagues or competitors • Include sexually explicit comments or material • Make or forward racist, sexist, or tasteless jokes • Threaten anyone, even vaguely or in jest • Contain political material of any kind • Drug use • Personal non work related conversations KEY CARD
I acknowledge that the key card I am being assigned is property of World Connection. If I am to lose this key card I will be fined $25 for a replacement card. If I color, carve, or do anything to deface the key card, I will be charged $25. If I do not return the key card when employment ends, I will have $25 deducted from my final pay check. Miscellaneous Policies
• Cell phones: The use of cell phones will not be permitted during business hours unless you are on your scheduled break or lunch. If you bring your cell phone into the office make sure it is on silent. Your cell phone must not be sued while you are at your desk even if you are on break or lunch. Please use the break room or go outside to use your phone. • No personal calls should be made from your desk. If you need to make a personal call management will assist in finding a phone. • No profanity is allowed while on the phones or inside the building. Talking should be kept to low whispers to ensure we respect others that are still working on the phones. • Computer games, newspapers books and other activities that distract from work are not permitted unless management approves it, and at its sole discretion can remove said disruption. • Any defacing of the company property such as mouse pads, computers, desks, chairs, etc. is strictly prohibited and will lead to termination. • The internet is provided to look up information for your customers, and input work related data. Do not modify settings on your computer. Anyone caught using the internet for non work related purposes is subject to discipline. • Smoking is only allowed on the side of the building with the provided ashtray. Do not smoke in the front or back of the building. • Paychecks are paid bi-­‐weekly every other Friday. If you lose your check or it is stolen, there is a $25 cancellation & re-­‐issue fee for World Connection to print a new one. • World Connection strongly discourages any agent from walking across the road without utilizing the crosswalks. SERIOUS OFFENSES WHICH COULD LEAD TO TERMINATION AT
WORLD CONNECTION
Any behavior that by their nature, intention and consequence, that violates the rules of World Connection, will be considered as grounds for immediate termination. The following are considered serious offenses: 1. Abandonment of shift without authorization. 2. Hanging up on calls. 3. Drug use. 4. Consumption of liquor on company property. 5. Being under the influence of drugs or alcohol on shift. 6. Defamation of the company or its employees by any means. 7. Disclosure of confidential customer data. 8. Disclosure of confidential company data. 9. Disrespecting coworkers. 10. Disrespecting visitors to the company. 11. Disrespecting supervisors. 12. Disrespecting company personnel. 13. Fraud, corruption of data for their own benefit or third parties. 14. Theft. 15. Physical abuse against employees of the company. 16. Psychological abuse against employees of the company. 17. Answering calls to divert them. 18. Not coming to work 2 consecutive days without notice or permission. 19. Plagiarizing information. 20. Coming to work under the influence of prohibited substance. 21. Making an entry on any system on behalf of another person or entering any system using a username or password that is not yours. 22. Transmission of confidential information by any means. Vacation Time Policy
It is the policy of World Connection to provide each full-­‐time employee with vacation time on a periodic basis. The amount of vacation to which an employee becomes entitled is determined by the employee’s length of service as of his or her employment anniversary date. For full-­‐time employees, vacation accrues as follows: 1. At the end of the first continuous year of service, one week, or 40 hours, of vacation. 3. Two years or more of service, two weeks, or 80 hours, of vacation per year. Regular part-­‐time employees earn vacation on their employment anniversary date in the proportion that their normally scheduled number of hours bears to 40 per week. For example, a regular, part-­‐time employee who usually works 20 hours per week would earn 20 hours of vacation upon completing his or her first year of service. Vacation does not accrue between employment anniversary dates and may not be taken until it is earned. Vacation time must be used in the anniversary year after which it is earned and may not be carried over past the employee’s next anniversary date. For example, an employee with two weeks’ vacation as of his or her third anniversary date must use the two weeks prior to his or her fourth anniversary date. If an employee fails to take his or her earned vacation time before the employee’s anniversary date in violation of this policy, the employee will not earn any further vacation until that unused vacation has been taken. Please notify your supervisor as far in advance as possible of the time you wish to take your vacation. Requests for scheduled vacation must be submitted in writing. Requests for unscheduled vacation must comply with the Company’s call-­‐in procedures, as set forth in the Attendance Policy. To ensure that our Company’s staffing and operational needs are met at all times, the Company reserves the right to grant vacation requests at its discretion. Even if approved, requests for unscheduled vacation may not necessarily be excused for purposes of the Attendance Policy. You will not be paid for all unused, accrued vacation upon termination of employment.