Attendance Policy

The attendance policy that we use is our Attendance Management Program (AMP). AMP allows us to understand the employees issues, provide options, and allows us support the employee based on what they are going through.

Remember: New trends in absenteeism may be a sign of a disgruntled employee or someone that is going through something personal outside of work. Use this as an opportunity to connect with the employee to see what is going on and how you can assist them.

Our AMP process provides you three different paths to go down depending on the absence, tardy, or leave early reason. Let's look at the three options.

Attendance Policy Breakdown

Based on the option that it falls into, you will want to follow the correct path.

1. Culpable

   • Each culpable occurrence that an employee has goes through the disciplinary process which should be entered into Service Now. See the "Writing a Corrective" section on how to submit these in Service Now.

     • Coaching

     • Verbal

     • Written

     • Final

     • Term

2. No Call No Show (NCNS)

   • A NCNS occurs when an employee does not show up for their shift, does not reach out to the TM, and does not call the CAT line. If they call at any time that day it does not count as a NCNS.

     • • • 1st NCNS: Final Written Warning

         • 2nd NCNS: Termination

           1. 1. • You will need to complete the Term Request in SN and get it approved by HR.

                 • Once approved, you will set up a time with HR and your Account Manager to complete the termination with the employee.

         • Two Consecutive NCNS: At the end of the 2nd day as a NCNS, email your Account Manager and HR advising that the employee has had 2 consecutive NCNS. At this time, HR will send the employee an email giving them a deadline to contact us back. If they do not contact back, HR will update that the employee has not reached out and will advise to terminate the employee.

3. 5 Consecutive Days Absent

   • If an employee has been out for 5 consecutive days due to a medical reason, they will be required to provide a RTW note to the LOA team. Once someone is going on their 5th consecutive absence, you also will need to email 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: Have their password changed by WFM to avoid them from logging in prematurely.

3. • To see if an employee is approved to return to work, you will want to email the following asking if they have been approved to return. If the approval does not come from either of these two, they are not approved. Matrix approvals do not count as approved.

     • • • 1. 1. HR: Rachel.spencer@sutherlandglobal.com

              2. LOA Team: loa@sutherlandglobal.com

   • Best Practice: Once someone is going on their 3rd consecutive day out for illness, provide them with the Matrix information so they can open a claim. Follow the "Matrix Claim: The Process" section for the process for them to apply.

4. Non-Culpable

   • You will want to follow the different AMP stages.

Stage 1

4. • • • • When the employee hits their 3rd non-culpable absence within the past 90 days.

         • You will meet with the employee to reset attendance expectations and identify/solve for root cause. Gain commitment from them as to what they will do different moving forward to correct and ask they how we can help them make this improvement from our end.

         • Once you have the conversation with the employee, process the AMP Stage 1 documentation through Service now: https://sutherlandglobal.service-now.com/hrsp

Stage 2

• If absenteeism continues to be excessive; after 30 days from Stage 1.

• Manager meets with employee to discuss ongoing failure to meet attendance expectations

• Once you have the conversation with the employee, process the AMP Stage 2 documentation through Service now: https://sutherlandglobal.service-now.com/hrsp

• If the absence is shortly after the initial stage or you feel though they are not taking it seriously, you can move to disciplinary through the Culpable process at this time.

Stage 3

• If absenteeism continues to be excessive; after 30 days from Stage 2.

• Manager meets with employee to discuss ongoing failure to meet attendance expectations

• For stage 3, it will only be a 2 week plan. If we continue to see the same pattern, we will not morve forward with additional AMP stages and will move to corrective action.

• Once you have the conversation with the employee, process the AMP Stage 3 documentation through Service now: https://sutherlandglobal.service-now.com/hrsp

• If the absence is shortly after the initial stage or you feel though they are not taking it seriously, you can move to disciplinary through the Culpable process at this time.

In any situation where you are dealing witth an employee with Non-Culpable issues, you want to be sure to also provide them the Employee Assistance Program information in the event that they need assistance with situations outside of work.

Sutherland’s Employee Assistance Program (EAP)

1-800-252-4555 or 1-800-225-2527

www.theEAP.com

3. Approved

• Review this in the Leaves- ADA/FMLA/Bereavement section.

Attendance Decision Tree