Being in the WFH set up, we need to expect that ambassadors will have outages for multiple reasons; it's unavoidable. In this section, we are going to provide information on what you need to do as the Team Manager when intermittent or full outages come up.
Intermittent Issues- The Process
When an employee comes to you advising that they are having internet an/or power outage issues, we want to follow the steps below.
Ensure that the employee provides documentation of the outage from the ISP or Power company to their email or via text. It should include their name on the documentation to show it is for their address.
Note- The documentation needs to come from the ISP or Power company to their email address advising they have been impacted. A screenshot of an outage map online is not valid documentation.
Hello <<Add Employee Name>>,
It has come to our attention that you have been experiencing intermittent internet outages over the last few weeks. Please remember that a steady internet connection is required to for the WFH set up. Please reach out to your internet provider to obtain a stronger signal. Please ensure that this get corrected by the start of your shift on <<ADD DATE OF RETURN>>. If you continue to experience these intermittent issues, we may need to unfortunately separate employment as it does not meet the Work at Home requirements.
We want to get you back in as soon as possible, so please let us know if you have any questions or concerns.
Thank you,
Full Outage Issues Template
if the employee has a full outage
Hello <<Add Employee Name>>,
It has come to our attention that your internet has been down since <<ADD AMOUNT OF DAYS>>. Please remember that a steady internet connection is required to for the WFH set up. Please reach out to your internet provider to get your internet back up and functioning properly. Please ensure that this get corrected by the start of your shift on <<ADD DATE OF RETURN>>. If you are unable to turn on your internet to continue to work, we may need to unfortunately separate employment as it does not meet the Work at Home requirements.
We want to get you back in as soon as possible, so please let us know if you have any questions or concerns.
Thank you,
Mandatory Meeting Request
Hello <<Add Employee Name>>,
You are an important part of our team and we have attempted to assist you with getting you into your system today, 6/22. We understand you have been experiencing issues with your credentials and equipment. You advised your Manager that you would not login to troubleshoot and that you are refusing to return to work until you meet with leadership.
At this time, we have sent you a mandatory meeting request for the final attempt to make contact and get you into your system.
The meeting is set for tomorrow, June 23, 2023, at 11 A.M. Pacific time at the below linked Webex.
https://sutherland.webex.com/meet/mercaydeez.sanchez
You will need to remain in constant contact with the team until your systems are up and running and you are able to make it into your system. Failure to attend this meeting or being unresponsive at any time during this process will result in separation from the company.
Failure to Receive Equipment/Mandatory Meeting
Hello <<Add Employee Name>>,
On DATE it was determined by a member of Sutherland RIM team that you need a new computer. On DATE a new computer was shipped to you. Due to REASONS, you were not present on DATE(S) when the shipping company attempted to deliver the computer. At this time, your computer has been at a shipping location as of DATE. You are required to obtain your computer from the shipping location and be present at the mandatory meeting below to get you back into production.
At this time we have sent you a mandatory meeting request for the final attempt to make contact and get you into production.
The meeting is set for tomorrow, DATE at TIME p.m. Pacific time WEBEX ADDRESS HERE. You will need to remain in constant contact with the team until your systems are up and running and you are able to make it into production. Failure to attend this meeting or being unresponsive at any time during this process will result in separation from the company.