Section 1:

Software and Tools

1.1 Google Workspace

1.1.1 Use Google Docs versus Microsoft whenever possible. Use Microsoft products only if there was a license approved for your team on your work computer for the uses approved by your team. (Team leads who have these allowances should have in writing what tasks they were assigned licenses for per their requests to SEBPO IT)

1.1.2 Avoid storing documents on your personal computers.

Section 2:

Email and Chat

2.1 Internal Communication

• Internal communication is a crucial aspect of remote work. We use a variety of tools to facilitate this, including Zoom for video conferencing, and chat (or the specific chat tool used by your organization) for text-based communication. 

2.1.1 Zoom Practices

• Zoom is a SEBPO conference and video call tool.

• Make sure you sign into Zoom in the morning daily on your laptop and stay signed in throughout the day.

• Don't multitask - even if you are sharing, share just the window, not your full screen. The audience can see your mouse moving if you’re clicking around on other items, and it’s distracting.

• If sharing a browser, open a new window on your browser just for the meeting. Prepare by having all your tabs in one window that is meant for the call so you don’t have to toggle between open windows in your browser.

• If your meeting has more than 5 attendees, choose a moderator to call on those with raised hands, ensure everyone gets a chance to speak, etc.

• When recording, ensure that you get consent from all parties - i.e. "we’d like to record this call - can I get a verbal yes that you’re okay for us to record?". This is a legal requirement in California and many other states. It also applies to calls made from other states. If the client or other party does not consent, do not record, but take diligent notes. If you want to enable automatic recording on your Zoom account, you can follow these steps.

***Please note we will be transitioning from Zoom to Google Chat shortly***

2.2 Communication Guidelines

2.2.1 In addition to Zoom and chat tools, we also encourage efficient text-based communication. Here are some guidelines to follow:

• Random Calls from Team Lead

• Your Team Lead (TL) may make random daily check-in calls to discuss assignments and tasks. During these calls, use the following acronyms for quick communication:

• AFK: Stands for "Away From Keyboard." Use this when you need to step away from your computer for a short period (usually less than 10 minutes). If the absence exceeds the agreed time, it will be considered part of your break or lunchtime.

• BRB: Stands for "Be Right Back." Use this when you'll be away for a short time, similar to AFK. Again, if the absence exceeds the agreed time, it will be considered part of your break or lunchtime.

• If you are away for more than 5 minutes with no response, a call will be made. If no response is received, this will be considered as Out of Office (OOO) time. After three unjustified OOO instances, a verbal warning may be issued.

2.2.2 Login/Log Out Time

• Ensure that you log in and log out according to the agreed schedule. Any modifications to your schedule must be escalated a minimum of 3 business days before and approved by the TL and Operations (OPS). If you are late, please promptly address with your manager how this time will be covered. 

Please note that by law, team members are required to take their lunch hours, therefore this coverage cannot be during this time.

2.2.3 Power Outage/Blackout and Equipment Failures

• If you experience a power outage or blackout, escalate the issue immediately to your Team Lead through our official communication channels, which include WhatsApp or phone calls. You must also contact your service provider to obtain an ID or management number and an estimated time for service restoration. It is essential to cover this time before the end of the week (EOW). If the time affected exceeds one day shift’s hours, and no cover is provided before EOW, the time off will be discounted.

• Alternatively, coordinate with your TL to reserve a space for on-site work.

• Equipment Failures: In case of equipment failures, such as issues with your computer, peripherals, or network connectivity, follow these steps:

• Place an IT ticket: Submit an IT support ticket to report the equipment failure. Our IT team will provide remote assistance to diagnose and resolve the issue.

• Remote Diagnosis: The IT team will assess the problem remotely. They will determine whether the issue can be resolved remotely or if physical inspection is required.

• Office Visit or Equipment Replacement: If the issue cannot be resolved remotely, the IT team will either schedule an office visit to physically inspect the equipment or submit a request for a replacement station, depending on the nature of the problem.

• Cooperation: It is essential to cooperate with the IT team and follow their guidance to ensure a prompt resolution of the equipment failure. Maintain open communication and provide necessary access for remote troubleshooting.

2.2.4 Camera Usage

• Using your camera during meetings when working remotely is MANDATORY per SEBPO's Communication Guidelines. Therefore a working camera is a requirement for Working from Home. You can find detailed guidance in this link.

The same rules and guidelines apply to Google chat tools that SEBPO may transition to.

This comprehensive internal communication guideline ensures effective interaction and collaboration within our remote work environment.

• Chat (or the specific chat tool used by your organization) is the primary platform for internal communication. To maintain efficient collaboration:

• Sign in to the chat tool daily and keep it active throughout the workday.

• Keep your status updated (e.g., "available," "away") to inform colleagues of your availability.

• Use the chat tool to refer to client emails by including the subject line and specifying the relevant chat channel or via direct messages.

• Always use @ tags when addressing team members to ensure they receive notifications.

• In cases where face-to-face communication is required, confirm the conversation on the chat tool to eliminate misunderstandings and ambiguities.

• Regardless of the communication method, if a task is urgent and requires completion by a specific time, inform your Team Lead (TL) or relevant colleagues. Do not assume non-responsiveness if they don't respond within 24 hours. After 24 hours, follow up with a reminder. Acknowledge all chat messages from colleagues within 24 hours.

2.3 External Communication

• Email is the primary tool for external communication. However, exceptions may be made for clients who prefer using the chat tool. In such cases, follow these processes:

• Obtain approval from both the "Planner" and the client to conduct inquiries via the chat tool.

When using the chat tool for client communication, ensure the following:

• No client conversations can take place in private chats. All communications must be made in the team chat by tagging the person from the client's side who should reply.  This is to guarantee visibility from the team on any new directions, updates, and changes.

• Periodically check the chat tool during the shift, similar to handling emails, rather than constantly.

• Adhere to the same Service Level Agreement (SLA) response times as for emails.

• Only add other team members to the chat tool with approval from the Operations (OPS) and Client Success Manager (CSM).

• Communication with other team members should involve the Team Lead (TL).

• To facilitate tracking, projects, tasks, and requests must maintain defined priorities.

• Be cautious when chat conversations extend beyond five interactions on a single thread, and the subject line no longer matches the topic discussed. You can use the same thread but change the subject on the subject line to reflect the current subject.

• When forwarding an external thread internally or removing external recipients from an external thread for internal use, edit the subject line of the email and add "[The account name]" at the beginning for clarity and context.

Section 3: 

Calendars

3.1 Internal Meetings

• To distinguish internal meetings, always begin the event with "[Internal]" or "[INT]."

3.2 Vacation Calendar

• Ensure that your vacation days are marked on the calendar. Update your status to "Busy" instead of "Free" during this period and accept your invitation. Specific instructions for different types of leave are as follows:

• [Name] OOO/Sick: For sick leave (for employees only).

• [Name] OOO: Use this for vacation leave.

• [Name] Working: In case you are working on a holiday (for employees only). Make sure to confirm this with your manager first.

3.3 Meeting Attendees

• It is important to have the right people in meetings. Follow these guidelines:

• Mark optional attendees when someone's presence is not mandatory.

• Remove individuals who are no longer part of their organization, whether from SEBPO or the client side.

3.4 Meeting Extension

• Ensure that you add your Zoom/Google meeting details or specify how you will connect with participants in your calendar events.

3.5 Agenda Inclusion

• All event invites, whether for internal or external meetings, should contain an agenda. The agenda can be included in the invite body or as a link. It must cover the following:

• Objective: Clearly state the meeting's objective.

• Agenda: Provide details of the meeting's schedule.

• Desired Outcome: Define the desired outcome and any action items.

• Sending a summary of the points addressed and pending action items should be standard practice after any meeting.

3.6 Meeting Deletion

• If a meeting is no longer relevant, promptly delete it. This is especially important when we are no longer working with a specific client.

3.7 Meeting Responses

• It is essential to respond to meeting invites promptly by either accepting or declining. Non-acceptance does not indicate acknowledgment. If you have RSVP'd "Yes" but can no longer attend, inform the meeting organizer as soon as possible through the chat tool. On days when you are out of the office, ensure that you decline or reschedule any meetings.

3.8 Meeting Overriding

• If you need to override a scheduled meeting during the same time slot, do not assume that you can do so without approval. Always seek permission from the affected party through the chat tool.

3.9 Holds

• Use the "hold" feature in your calendar when waiting to hear back from a client. This prevents others from scheduling meetings during that time. Be sure to remove the hold if the time slot is no longer required.

Section 4:

Sick/Vacation Planning

4.1 Taking Sick Leave

• It is important to follow these steps when taking sick leave:

• Inform your manager as soon as possible about your illness or unexpected absence, preferably before the scheduled meetings.

• Promptly send your medical leave documentation to attendance@emayaservices.com

• For multi-day absences, specify the duration and, if possible, your expected return date. If your manager is unavailable, contact your manager's manager or the People Operations team for guidance.

4.2 Taking Vacation Leave

• Taking time off is necessary, but it should be planned and communicated effectively. Follow these steps to request vacation leave:

• Check the vacation calendar to see if any team members are also on leave during the same period.

• Verify your Paid Time Off (PTO) or Sick Time balance to ensure you have enough leave available.

• Request time off from your manager, preferably at least two weeks in advance unless it's for sick leave or an emergency.

• After approval, add the time off to the Vacation Days calendar and include yourself as an attendee to ensure it appears on your calendar as well.