Team Member Handbook

GENERAL CONDUCT GUIDELINES

Team members are expected to exercise common sense and courtesy at all times, for the benefit of clients, co-workers, and the Company as a whole. Professionalism is expected, as is respect for the safety and security of people and property. Failure to meet these expectations may be grounds for discipline, up to and including termination. The following are examples of unacceptable conduct, but this is not an exhaustive list.

• Failure to follow the policies outlined in this handbook.

• Negligent, careless, or inconsiderate treatment of clients or their information.

• Theft, misappropriation, or unauthorized possession or use of any property that does not belong to the team member.

• Unauthorized removal of Company property from the premises.

• Sharing trade secrets or other confidential business information with anyone who

does not have an official need to know.

• Accessing, without authorization, confidential information pertaining to clients or team members.

• Falsifying or changing any type of Company, client, or team member document or record without authorization.

• Willfully, negligently, or carelessly damaging, defacing, or mishandling property of the Company, a client, or A team member.

• Taking or giving bribes of any nature.

• Entering Company premises without authorization.

• Violating security, safety, or fire prevention regulations, or tampering with safety equipment.

• Unauthorized use of a personal vehicle for Company business.

• Conduct that is illegal under federal, state, or local law.

• Creating a disturbance on Company premises.

• Use of abusive language.

• Any rude, discourteous, or unbusinesslike behavior, on or off Company premises, which is not protected by Section 7 of the National Labor Relations Act and that adversely affects the Company services, operations, property, reputation, or goodwill in the community, or interferes with work.

• Insubordination or refusing to follow instructions from a leader or leader; refusal or unwillingness to accept a job assignment or to perform job requirements.

• Leaving during scheduled work hours without permission; unauthorized absence from the assigned work area during regularly scheduled work hours.

• Sleeping during regular working hours.

• Recording time for another team member or having time recorded by another team member.

• Use or possession of illegal drugs on Company premises at any time.

• Use of alcohol or illegal drugs during working hours, or working under the influence of intoxicants.

• Smoking on property on Company premises

• Unauthorized possession of a weapon on Company premises.

• Illegal gambling on Company premises.

• Soliciting, collecting money, vending, and posting or distributing bills or pamphlets during working hours in work areas. Such activity by team members during non-working time, including meal and rest periods, is not restricted so long as such activity does not interfere with the regular operation of the business, is orderly, lawful, in good taste, conducted in an orderly manner, and does not create a safety hazard or a mess. Non-team members are prohibited from all forms of solicitation on Company property at all times.

SEXUAL AND OTHER UNLAWFUL HARASSMENT

The Company is committed to providing a work environment free of harassment in any form, including inappropriate and disrespectful behavior, intimidation, and other unwelcome conduct directed at an individual because of their inclusion in a protected class. Applicable federal and state law defines harassment as unwelcome behavior based on someone's inclusion in a protected class. Sometimes language or actions that were not expected to be offensive or unwelcome actually are, so team members should err on the side of being more sensitive to the feelings of their co-workers rather than less. The following are examples of harassment; behaviors not on this list may also be considered harassment:

• Unwanted sexual advances;

• Offering employment benefits in exchange for sexual favors;

• Retaliation or threats of retaliation for refusing advances or requests for favors;

• Leering, making sexual gestures or jokes, or commenting on A team member's body;

• Displaying sexual suggestive content;

• Displaying or sharing derogatory posters, photographs, or drawings;

• Making derogatory epithets, or slurs;

• Ongoing teasing about A team member's religious or cultural practices;

• Ongoing teasing about A team member's sex, sexual orientation, or gender identity;

• Physical conduct such as touching, assault, or impeding or blocking movements

Sexual harassment on the job is unlawful whether it involves coworker harassment,

 harassment by a leader, or harassment by persons doing business with or for the company, such as clients, customers, or vendors.

Retaliation

Any form of retaliation against someone who has expressed concern about any form of harassment, refused to partake in harassing behavior, made a harassment complaint, or cooperated in a harassment investigation, is strictly prohibited. A complaint made in good faith will under no circumstances be grounds for disciplinary action. Individuals who make complaints that they know to be false may be subject to disciplinary action, up to and including termination.

Enforcement

 Leaders are responsible for:

• Implementing the Company's harassment policy;

• Ensuring that all team members they supervise have knowledge of and understand the Company policy;

• Reporting any complaints of misconduct to the designated company representative,

 the Operating Partner, or Owner/Operator, so they may be investigated and resolved internally;

• Taking and/or assisting in prompt and appropriate corrective action when necessary to ensure compliance with the policy; and

• Conducting themselves in a manner consistent with the policy.

Addressing Issues Informally

Team members who witness offensive behavior in the workplace - whether directed at them or another team member - are encouraged, though not required, to immediately address it with the team member whose behavior they found offensive. A team member who is informed that their behavior is or was offensive should stop immediately and refrain from that behavior in the future, regardless of whether they agree that the behavior could have been offensive.

Harassment Complaint Procedure

Team members are encouraged to use the Complaint Procedure to report behavior that they feel is harassing, whether or not that behavior is directed at them. The Complaint Procedure provides for immediate, thorough, and objective investigation of claims of harassment. Appropriate disciplinary action will be taken against those who are determined to have engaged in harassing behavior.

ABUSIVE CONDUCT

Abusive conduct means malicious conduct in the workplace that a reasonable person would find hostile or offensive and unrelated to an employer’s legitimate business interests. Abusive conduct may include repeated infliction of verbal abuse, such as the use of derogatory remarks, insults, and epithets, verbal or physical conduct that a reasonable person would find threatening, intimidating, or humiliating, or the sabotage or undermining of a person’s work performance. A single act will generally not constitute abusive conduct, unless especially severe. The Company considers abusive conduct in the workplace unacceptable and will not tolerate it under any circumstances. Team members should report abusive conduct to a leader or Human Resources. Leaders are responsible for ensuring that team members are not subjected to abusive conduct. All reports will be treated seriously and investigated when appropriate. Team members who are found to have engaged in abusive conduct will be subject to discipline, up to and potentially including termination. Retaliation against a team member who reports abusive conduct or verifies that it took place is strictly prohibited.

COMPLAINT PROCEDURE

The Company has established a procedure for a fair review of complaints related to any workplace controversy, conflict, or harassment. Team members may take their complaint directly to the person or department listed in Step 2 if the complaint is related to their leader or leader or if the team member feels the leader or leader would not provide an impartial resolution to the problem.

Step 1

The complaint should be submitted orally or in writing to a leader within three working days of the incident or as soon as possible. The sooner the better, as it will assist in a more accurate investigation, but complaints will be taken seriously regardless of when they are reported. Generally, a meeting will be held within three business days of the team member's request, depending upon scheduling availability. Attempts will be made to resolve the issue during the meeting, but regardless of whether there is an immediate resolution, the leader or leader will give the team member a written summary of the meeting within three business days. Resolution may take longer if further investigation of the complaint is required. If the team member is not satisfied with the resolution, they may proceed to Step 2.

Step 2

The team member may submit an oral or written request for review of the complaint and Step 1 resolution to the Operator Partner or a designated investigator. This request should be made within three working days following the receipt of the Step 1 resolution. The Operator Partner or the designated investigator will review the complaint and resolution and may call an additional meeting to explore the problem. If warranted, additional fact-finding will be undertaken. A final decision will be rendered within 10 working days after receiving the Step 2 request, and a written summary of the resolution will be provided to the team member who filed the complaint.

CORRECTIVE ACTION

A high level of job performance and professionalism is expected from each team member. In the event that A team member’s job performance does not meet the standards established for the position, they violate company policies or procedures, or their behavior is otherwise unacceptable, corrective action may ensue. Corrective action may include, but is not limited to: coaching, oral or written warnings, performance improvement plans, paid or unpaid suspension, demotion, and termination. The type and order of actions taken will be at leadership's sole discretion and the Company is not required to take any disciplinary action before making an adverse employment decision, including termination.

The goal of the Appearance and Attire Guidelines for Restaurants is to help maintain a spirit of hospitality, professionalism, and a food-safe culture within Chick-fil-A TM restaurants, while ensuring the comfort of Chick-fil-A restaurant Team Members. As representatives of the Chick-fil-A brand, Team Members should maintain good personal hygiene and present a professional appearance while at work in accordance with the appearance guidelines in place at their local Restaurant.

Guest Impressions

Chick-fil-A has high standards concerning uniforms and personal appearance, as this is an important element of providing outstanding service to and instilling confidence in Guests.

• All uniform items for Team Members must be from the Chick-fil-A Team Style collection and be clean, pressed, and in good condition.

• All uniform shirts for Team Leads must be from the Chick-fil-A Team Style TM collection and be clean, pressed, and in good condition.

• All uniform Shirts for Directors must be from the Chick-fil-A Team Style TM collection, or The Mill by Oobe, and be clean, pressed, and in good condition.

• All uniform pants for Team Leads and Directors must be black or gray in color, of sturdy material, and should resemble the trouser-style pants. Athletic pants are not considered to be acceptable or professional. Shorts should be ordered through the Chick-fil-A Team Style TM in order to maintain a spirit of hospitality, professionalism, and a food-safe culture within Chick-fil-A Restaurants while ensuring the comfort of Chick-fil-A Restaurant Team Members.

Grooming and Appearance

Jewelry (including medical alert jewelry) must be modest in size to help prevent the cross-contamination of food. Jewelry worn in Guest service areas must not be distracting to Guests (for example, it should be small in size, with no neon colors, and no attached decoration). Piercings are allowed but limited to:

● Ears, but limited to simple metal studs with no attached decoration or

gemstones, and no dangling or hoop earrings

● Nostrils, but limited to a single metal stud with no attached decoration or

gemstone, or a single clear/flesh-toned retainer

● No other visible piercings (facial or other) are allowed

● Team Members must follow their local food code regarding nostril piercings.

● Rings are limited to a plain band without gemstones (such as a wedding band). When worn in food prep areas, must be worn with gloved hands to avoid food contamination and or catching on equipment.

● Makeup, perfume, and cologne must be subdued and worn in good taste so as not to be distracting to Guests.

● Body modifications visible to Guests are not acceptable (for example, extended earlobes, ear gauges/plugs or any piercings other than traditional ear piercings or a single nostril piercing).

● Dental modifications must not be visible (for example, decorative dental grills, dental tattoos); orthodontic braces and bands must be in neutral colors.

●Only wristwatches/medical alert bracelets that are 1) conservative in size and appearance

and 2) free from attached decoration or gemstones may be worn in the Restaurant. They must not be worn in food prep areas (medical alert bracelet may be kept in a pocket).

●Team Members are expected to present a professional appearance (neat and well-groomed) with good hygiene (for example, clean and with appropriate application of body deodorant).

● Hair must comply with local Health Department requirements. Hair must be clean and hairstyles must be neat and professional in appearance. Effective hair restraints (for example, hair accessories, hats, visors, hair nets, and Chick-fil-A chef hats) must be worn to hold back any loose hair that could potentially fall into food. Hair that falls around the face must be tied back and restrained using a hair accessory that has no jeweled or beaded parts that could come loose.

● Natural hair coloring is acceptable. Dying hair is allowed as long as it is a naturally occurring hue (black, brown, blonde, red, gray). Dying hair in unnatural hues (ex: pink, purple, green, blue) is not allowed. Distracting Hair Styles (e.g. Mohwawks or shaven words, symbols, logos, etc.) are unacceptable. False eyelashes are up to Operator Discretion, if allowed by local Health Department Guidelines.

●Cleanly shaven facial hair is permitted at All Restaurants. If facial hair is permitted at the Restaurant location, the following facial hair styles are acceptable:

●Short, neatly groomed mustaches.

● Short, neatly groomed goatees with well-defined lines.

● Short, neatly groomed beards with defined cheek and necklines.

● Short is defined as hair up to 1/2" in length (#4 standard trimmer guard).

● Sideburns trimmed to no longer than bottom of earlobe and must be a consistent width, from top to bottom.

● Neatly trimmed means there is a defined line where hair ends. For example, with a beard, hair should end generally where the jawline meets the neck, above the Adam's apple.

● Beard nets are only required if beards exceeds 1⁄4 inch in length

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 If visible tattoos are permitted at your Restaurant, the following standards must be

met:

● Tattoos must not be visible on face or neck.

● Visible tattoos must not contain profanity or be racially offensive, sexually explicit, violent, vulgar or otherwise offensive to other Team Members and Guests.

● Tattoos that do not meet the requirements above can be covered by approved Team Style uniform items (for example, long-sleeved polo or performance sleeve) and/or with waterproof makeup.

The Company will provide a bonus to team members who assist in referring

qualified applicants who become employed by the company. For this to occur, the

newly employed team member must remain active for 90 days. Following the 90

day period the predetermined amount will be applied to the tenured team

member’s paycheck during the next pay period. Tenured team members must

submit to the Referral Google Form within 30 days of the new team member’s hire

date. As well as inform the HR Director.

Bonus Amounts:

‐ Part Time Team Members - $100

‐ Full Time Team Members - $150

‐ Full Time Team Leaders - $200

Referral Bonus Payments may be paused, not accepted, or altered at the discretion

of the Operator, Partners, or Leader in Charge at any time.

VACATION

Vacations provide a break beneficial to both the Company and the team members. Therefore, team members are encouraged to take vacations annually. Eligible team members include: 

• Full-time exempt

• Full-time non-exempt

• Part-time exempt

• Part-time non-exempt Team members will accrue vacation according to the following schedule: After a team member reaches their 1 year anniversary they will receive either 16, 24, 32, or 40 hours of vacation based upon average hours worked. This is updated annually. 

Unused vacation will be carried over each year up to the maximum accrual bank of vacation time will top accruing 1.5 times the amount. Vacation will still follow the time off request policy and need to be scheduled with the appropriate leader with sufficient notice so as to not disrupt the workplace. Team members may choose to take time off without pay or to use their vacation. If Team Members intend to use their vacation, they must fill out the Use Paid Time Off google form. If the form is filled out past the Thursday before the pay period, then the team member will not see the vacation pay applied until the following pay period.

HOURS OF WORK

Team members are expected to be at their work area and ready to work at their scheduled time. Team members will be given their work hours upon hire and at the time of any change in position. If the normal work hours are changed or if the Company changes its operating hours, team members will be given notice. 

Team members who fail to use the timekeeping system will need to submit their time punch (clock in/clock out) on Request Time Punch google form. If a team member enters three Request Time Punch they will be held accountable with documentation. Leaders will use reasonable accommodations for special cases.

AVAILABILITY GUIDELINES

Team members should submit an availability request during orientation. Guidelines for availability are as follows:

● All availability should include, at minimum, 6 hours of time to work on Saturdays. All team members are required to work on Saturdays with the exception of requested time off.

● Minors, defined as those under 16, cannot exceed 18 hours per week. While school is in session, minors are permitted to work no more than 3 hours per day Monday thru Friday, and up to 8 hours on Saturdays. 

●During the summer (Defined by Missouri as Memorial Day to Labor Day), Minors may work up to 40 hours per week, no more than 8 hours per day.

● Any changes to availability must be submitted 3 weeks in advance via HotSchedules. This allows the company to plan for changes to the schedule in order to accommodate the request.

● Availability is not the same as hours or shifts worked. For example, a teammate may be available to work 6 AM until 9 PM, however, they will only be scheduled for one shift, i.e. 6 AM - 2 PM, or 11 AM - 7 PM. 

● Availability and scheduled hours are not considered the same. Availability is what a team member can work, we schedule shifts based on what the team member is available to work. The number of hours worked (daily or weekly), or amount of days a team member wishes to work can be limited in order to accommodate schedules outside of the workplace. 

● The more flexible a team member is with their availability, the easier it is to accommodate all team members.

ATTENDANCE AND TARDINESS

Team members are expected to be at work and ready to go when their scheduled shift begins or resumes. If A team member is unable to be at work on time, or at all, they must notify their leader no later than 2 hours before the start of their scheduled workday. This communication should also be sent in a message on the Company’s scheduling app, Hotschedules. If a team member’s leader is not available, the team member should contact another member of leadership. 

If A team member is physically unable to contact the Company, they should ask another person to make contact on their behalf. Leaving a message with a co-worker or answering service is not considered proper notification. 

Excessive tardiness or absences are unacceptable job performance. 

Any shift that is not appropriately covered or excused will result in a team member being given a range of 1-3 demerits in our point system. 

A team member that receives 10 points in one cycle will be terminated.

 When a team member calls in absent, they should provide their expected time or date of return. The Company reserves the right to require proof of the need for absence if allowed by law. 

If A team member is absent for three consecutive days and has not provided proper notification, the Company will assume that the team member has voluntarily quit their position and will proceed with the termination process.

 If a team member becomes ill during their scheduled work day and feels they may need to leave before the end of their shift, they should notify their leader immediately. 

If A team member is unable to perform their job at an acceptable level, they may be sent home until they are well enough to work.

 Absences should be arranged as far in advance as possible. When A team member needs to be absent during the workday they should attempt to schedule their outside appointment or obligation so that their absence has the smallest impact possible on business operations.