The Q2 2025 Satisfaction Survey is now live! Ask your Staff Services Partner for the link and share your feedback!
In order for additional hours to be approved by your Staff Services Partner:
You must receive explicit written approval to work those additional hours, which the client will be billed for.
Via email:
Send an email to the client.
CC both your Staff Services Partner and Client Success Manager.
Confirm the additional hours to be worked in the email.
Via chat:
Secure a screenshot of communication with the client that you will be working extra hours.
Ensure that the client understands that these hours will be billed.
Confirm the additional hours to be worked to your Staff Services Partner.
You must use fresh approvals. Recycling approvals is not allowed.
You must log those hours in FastDTR as an unscheduled timesheet, and upload the screenshot proof of the approval from your client.
Do not upload recycled client approvals.
Any extra hours logged without explicit written approval will be deleted.
Blanket approvals are acceptable as long as explicit written approval is provided after the 24-48 hour period.
For the email template in requesting for additional hours, you may refer to our BW Infohub: Helpful Email Templates
Here are the items to consider for a valid proof of work:
Screenshot of conversation(s) with the client with captured timestamp
Screenshot of meeting with the client with captured timestamp
Minutes of the meeting
Client's confirmation of work done
Task completion or activity reports with time stamp
Log your additional hours in FastDTR by:
Time-in as "Unscheduled".
Select the client you are rendering the additional hours for in the pop-up window.
Tick the box next to "Extra Hours".
Click "Time-out" when done.
IMPORTANT: Your plotted schedule in FastDTR is based on your contract and is programmed to auto-approve and cap your time-in and time-out logs. Any extra hours must be logged separately to ensure proper tagging and payment.
If you work and forget or otherwise do not log hours within your scheduled shift, or other approved hours, you can ask your Staff Services Partner to edit your timesheet and have those hours logged and approved retroactively.
You must submit proof that you worked during those hours.
This must be submitted to your Staff Services Partner immediately after the shift ends and within 24 hours.
If you do not submit this information after the payment cycle period ends following "What happens if I need to adjust my timesheet hours after the day has passed?", you will forfeit payment for those hours.
For example:
If the hours fall within 1st-15th of the month, then we must receive the proof of work and/or client approval before the 16th of the month or the nearest business day.
If the hours fall from the 16th-last day of the month, then we must receive the proof of work and/or client approval before the 1st of the following month or the nearest business day.
If the hours are outside your normal shift schedule, you must submit proof of work AND provide written client approval they wanted you to work those hours.