Approved Leave Types: ADA/FMLA/Bereavement

Approved Leaves

There are 5 main types of approved leaves that an employee can request that are either Federally and/or State mandated or company approved. These 5 are:

Remember, under no circumstance should we ever ask an employee specifics about their medical condition or obtain any documentation showing their medical condition as this goes against HIPPA laws. If the employee opens up about it, that is their decision, just ensure they know they are not obligated to tell us.

Matrix

Who is Matrix?

Matrix is a third party company that Sutherland utilizes to handle all Medical LOA's, FMLA, and ADA cases. Think of them as the middle man between the employee and the Sutherland LOA team. This is great because it takes this sensitive topic out of your hands and it is the employee source of communication about their need.

What does Matrix do?

An employee would contact Matrix any time an they are stating they have a reoccurring medical issue or that they are going to need to take a medical leave of absence, you will want to redirect them to Matrix . Matrix will work with the employee for the entire life of their claim. Anything an employee has questions on regarding their claim, needs to be redirected to Matrix .

When and How Would You File a Claim?

Once an employee is going past 2 consecutive days being out, provide them the information to Matrix in the event they need it. You would also provide this information for anyone stating they have a reoccurring medical condition. Be sure to send the information via email to their personal and work email.

Important: If an employee has been out for 5 consecutive days, they will be required to provide a RTW note to the LOA team. Once someone is going on their 5th absence, you also will need to notify your HR and your AM as they will be sent a letter from HR. They will not be able to return without a note clearing them to return.

Important: Once someone is out on a consecutive LOA, you will need to have our WFM team change their password so they are unable to get into the computer until everything is approved and we are ready for them to return.

To Open a clam:

1. Call Matrix at: 1-877-202-0055 and speak with a representative.

OR

2. Navigate to ServiceNow using one of the options above:

• Using the “Browse HR Service Catalog”, select “Benefits”.

• For a continuous or intermittent leave of absence, select “Leave of Absence – US”.

  • • • Complete the intake form and acknowledge Sutherland’s Two Step call-in policy

• Click “Submit”

How will the Business be Notified?

As the reporting Supervisor, you will be kept notified of an employees claim via email. This will be for a brand new claim notification, pending leave, approved leave or accommodation, and when the employee has called out and reported their absence to Matrix . Let's take a look at some of the different communications.

Reporting Absences

Reporting Absences During Matrix’s Leave Application Process

During the application process for all Leave types, you are expected continue to follow Sutherland’s two-step call in policy until approved by MATRIX.

Sutherland’s Two-Step Call in Policy

1. All employees must follow their Program’s standard call-in policy notifying Sutherland at least one (1) hour prior to the Leave start.

• Service delivery employees call the CAT/Attendance line

• Support/Professional staff notify their Manager

2. All employees must also notify Matrix of each absence within 48 hours to ensure time is recorded accurately.

• On your computer at www.matrixabsence.com

• On your phone or tablet using the Matrix eServices mobile app available on both Android and IOS.

• By phone at 1-877-202-0055 Employees who are absent for two (2) consecutive workdays without notification are considered to have abandoned their job, where permissible under local law.

Reporting Absences for Approved Intermittent Leave

Sutherland’s Two-Step Call in Policy

1. All employees must follow their Program’s standard call-in policy notifying Sutherland at least one (1) hour prior to the Leave start.

• Service delivery employees call the CAT/Attendance line

• Support/Professional staff notify their Manager

2. All employees must also notify Matrix of each absence within 48 hours to ensure time is recorded accurately.

• On your computer at www.matrixabsence.com

• On your phone or tablet using the Matrix eServices mobile app available on both Android and IOS.

• By phone at 1-877-202-0055

If you decide to report by phone, you will need answers to the following questions handy:

• What’s your name?

• Birthday?

• Last four digits of your social?

• If you have more than one leave of absence claim, which one are you calling about?

• When was the first day you were (or will be) absent?

• What time did your absence start?

• How many hours total were you (or will you be) gone that day?

Returning to Work

If your Leave is taken for your own serious health condition, once you have been released to return by your provider, you are expected to notify Sutherland’s Leave Department and provide your medical release to return to work with any restrictions by emailing LOA@sutherlandglobal.com or via confidential fax (585) 419-3795 before returning you to active status. Have them include Rachel Spencer (HR) at rachel.spencer@sutherlandglobal.com for a faster turnaround.

Note: An employee is not allowed to return if we have not received the approval from the LOA/HR Team.

If your Leave is taken to care for a family member or other reasons, we do not require a medical release to return to work but we do require that you notify Sutherland’s Leave Department by emailing LOA@sutherlandglobal.com before returning you to active status.

Employee Assistance Program (EAP)

Whenever you have an employee that is going through a hard time, always provide them with the information to EAP. This is free service for our employees to obtain assistance in many different areas. It is a great resource to provide someone for their first step in obtaining assistance in whatever it is that they are going through.

FAQ's

Returning to Work

If your Leave is taken for your own serious health condition, once you have been released to return by your provider, you are expected to notify Sutherland’s Leave Department and provide your medical release to return to work with any restrictions by emailing LOA@sutherlandglobal.com or via confidential fax (585) 419-3795 before we can return you to active status. If your Leave is taken to care for a family member or other reasons we do not require a medical release to return to work but we do require that you notify Sutherland’s Leave Department by emailing LOA@sutherlandglobal.com before we can return you to active status.

How is My FMLA Entitlement Calculated?

If you are eligible and your Leave qualifies, you have the right under the FMLA for up to 12 weeks of unpaid Leave in a 12-month period calculated as a “rolling” 12-month period measured backward from the start date of any FMLA Leave usage once approved.

What if I Don’t Qualify For FMLA?

If you are taking your Leave due to your own health reasons and do not yet qualify for FMLA, Matrix will evaluate your Leave under the ADA for potential medical support.

What if I Need My Leave Extended?

If you need an extension of your Leave, you are expected to notify Matrix PRIOR to the end of your approved Leave. You will be required to provide additional certification of the serious health condition. Failing to notify Matrix prior to your projected return date for an extension can result in denial of additional absence(s). This can subject additional absence(s) to Sutherland’s U.S. Standard Attendance Policy and disciplinary action up to and including separation of employment with Sutherland.

What if I Need Workplace Assistance?

If your request is for your own serious health condition and there is need for workplace assistance (i.e. additional breaks, modified work equipment etc.) please submit an accommodation request through Service Now for further discussion. Matrix assists Sutherland in identifying reasonable modifications that may assist you in performing your job. You will receive any future communications about a workplace assistance request in a separate communication.

Do I Need to Use Vacation/Sick/PTO While on Leave?

You must use accrued PTO during any otherwise unpaid FMLA and/or state Leave unless otherwise mandated by state law. Any paid time off used will be used concurrently with available Leave under the FMLA and/or state Leave law. If you do not meet the terms and conditions of Sutherland's paid Leave program for your Leave, your entitlement to take unpaid FMLA will not be affected. After you have exhausted your paid Leave, the remainder of your Leave will be without pay. If you are receiving workers’ compensation or disability benefits, then you may supplement with your accrued paid time off by requesting this by contacting the Leave Team at LOA@Sutherlandglobal.com.

Will My BENEFITS Continue While I Am on Leave?

Health Insurance: During your Leave, Sutherland will continue to pay its portion of your group health insurance premiums and you must pay your share, if any, of the health insurance premiums.

• Your share of the premiums will continue to be paid through payroll deductions, for any pay received through Sutherland payroll, prior to moving to Direct Billing.

• Your share of premiums will be billed directly to your home address, after 30 days of continuous Leave Please contact Sutherland Benefits Center at 877- 869-1983 for more information regarding payments for benefit continuation during your Leave.

• You have a 30-day grace period in which to make such premium payments. If you do not pay your share of the insurance premiums on a timely basis, your insurance coverage for yourself and/or your dependents may be terminated retroactively and for the remainder of your Leave.