Employee Handbook

JANUARY 2012

THIS HANDBOOK SUPERSEDES ALL PREVIOUS HANDBOOKS ISSUED BY 
COMPANY OR ANY OF ITS SUBSIDIARIES

EMPLOYEE GUIDELINES

This handbook provides guidelines related to appropriate handling of matters concerning personnel policies and procedures of COMPANY. These guidelines are for informational purposes and are not intended to be a legal document or an employment contract. Questions regarding the guidelines should be directed to your immediate supervisor. COMPANY reserves the right to change, modify, suspend, interpret or cancel, in whole or in part, any personnel policy, guideline or practice at any time without advance notice.

AT-WILL EMPLOYMENT RELATIONSHIP

This handbook is not intended to create or constitute an expressed or implied contract between COMPANY and any one or all of its employees. COMPANY or the employee may terminate the employment relationship at any time, without prior notice. COMPANY may terminate an employee for any or no reason with or without the use of progressive discipline. This is called “At-Will employment.” Apart from the policy of At-will employment and those policies required by law, COMPANY may change its policies or practices at any time without prior notice.

 

CONTENTS

INTRODUCTION 
•	Equal Employment Opportunity
•	Confidential Information and External Communications         
•	Harassment 
•	Employees with Disabilities

YOUR JOB 
•	Standards
•	Hours of Work and Overtime
•	Attendance
•	Absence
•	Administration
•	Scheduling
•	Civic Duties
•	Jury Duty
•	Leaves of Absence 
•	Maternity Leave of Absence 	
•	Military Leave of Absence 
•	National Guard 
•	Bereavement 
•	Absence for Occupational Disabilities 
•	Personal Leave of Absence Without Pay         
•	Vacation and Sick Leave

YOUR PAY  
•	Pay Periods
•	Performance Appraisals and Compensation Reviews
•	Overtime

YOUR BENEFITS 
•	Benefits and Services
•	Recognized Holidays
•	Holiday Pay
•	Vacation and Sick Time

YOUR SAFETY 
•	Safety
•	In Case of Injury
•	Security Procedures

JOB OPPORTUNITIES

EMPLOYEE RELATIONS POLICY

NONVIOLENCE POLICY 
•	Unacceptable Conduct
•	Procedures for Reporting a Threat

PROBLEMS: HOW TO SOLVE THEM 
•	Termination

WHAT ELSE YOU NEED TO KNOW 
•	Appearance and Attire
•	Phone Etiquette
•	Business Mileage Reimbursement
•	Business Travel
•	Inclement Weather Procedures
•	Pay For Lost Time Due to Inclement Weather
•	Smoking
•	Solicitation and Distribution
•	Suggestions
•	10 Attitudes of Successful Workers
•	Tips for Being Reliable

ACKNOWLEDGMENT AND RECEIPT OF EMPLOYEE HANDBOOK

INTRODUCTION

We believe that our employees play a major role in COMPANY’s success. We seek to create an atmosphere within COMPANY that will allow all employees to feel a genuine sense of accomplishment. At no time will we knowingly permit discrimination toward an employee because of age, sex, race, color, religion, national origin, disability, sexual orientation, gender identity or for any other unlawful reason.

We believe that both COMPANY and its individual employees should be good citizens. We seek to fulfill our obligations toward our government and toward the community in which we work. We encourage our employees to play a positive role in community endeavors.

Through the contribution of our employees and the recognition of their efforts, we believe that COMPANY can achieve a level of performance which will provide each of us with a sense of pride. We hope you will enjoy working for COMPANY. We have established some guidelines to help maintain the harmonious working relationships we feel are important.

Equal Employment Opportunity

COMPANY is committed to providing equal employment opportunities to every employee and applicant by establishing employment practices and terms, conditions and privileges of employment regardless of race, religion, color, sex, national origin, age, familial or marital status, ancestry, citizenship, sexual orientation, gender identity, veteran or military status, being a qualified individual with a disability, or any other factor protected by federal, state and/or local laws.  COMPANY strongly supports the principles of equal employment opportunity and affirmative action in all of its employment policies and practices, including recruiting, hiring, compensation, benefits, training, promotions, layoff and recall, and other terms and conditions of employment.

Confidential Information and External Communications

How COMPANY is perceived by its clients, business associates, the media, legislators, regulatory agencies, special interest groups, and the general public is a direct result of the external communications activities carried out by our management and employees. These external relations have a significant impact on our business. In order to present the best image of COMPANY, it is important that the messages we communicate are consistent with COMPANY’s philosophy, policies and procedures.

Serious problems could be created for COMPANY by unauthorized disclosure of internal information about COMPANY. COMPANY personnel should not discuss internal matters or developments with anyone outside of COMPANY, except as required in the performance of regular job duties.

If you are unsure as to what information is confidential, please consult with your supervisor. Outside inquiries regarding COMPANY business should be referred to a Manager.

Harassment

Harassment of any employee in the workplace, based on a person’s race, color, sex, religion, national origin, age, disability, gender identity or sexual orientation, is unlawful. We fully support equal employment opportunity and will not tolerate discriminatory harassment of its employees. Discriminatory conduct which is sufficiently severe or pervasive as to alter the conditions of employment and which creates an intimidating, hostile, or abusive work environment will be considered harassment pursuant to this policy.

Sexual harassment includes unwelcome sexual advances, requests for sexual favors, sexually degrading or suggestive communications or statements, and other verbal, visual or physical conduct of a sexual nature. No supervisor shall threaten or insinuate, either explicitly or implicitly, that an employee’s submission to or rejection of sexual advances will affect the employee’s employment, evaluation, wages, advancement, assigned duties or any other term or condition of employment or career development.

Any employee who feels that he/she or someone else is a victim of harassment, including but not limited to any of the conduct listed above, by any employee, customer, client or any other person in connection with   his or her employment should report the concern immediately to their supervisor, or a Manager. All complaints will be investigated promptly in as confidential a manner as possible and appropriate corrective or disciplinary action will be taken where warranted.

Any employee who is determined, after investigation, to have engaged in harassment in violation of this policy will be subject to immediate disciplinary action, up to and including discharge.
 
Employees with Disabilities

The Americans with Disabilities Act of 1990, as amended, prohibits discrimination on the basis of disability, and protects qualified applicants and employees with disabilities from discrimination in hiring, promotion, discharge, pay, job training, fringe benefits, and other terms and conditions of employment. The law also requires that covered entities provide qualified applicants and employees with disabilities, as defined by the Act, with appropriate reasonable accommodation, if such accommodation does not impose an undue hardship. If you believe that you have been discriminated against based upon disability, you should contact your supervisor. If you believe you have a qualifying disability and require some reasonable accommodation, also contact your immediate supervisor.

YOUR JOB

Standards

All employees, regardless of status or duration of employment, are required to meet and maintain COMPANY standards for job performance and behavior. Either the employee or COMPANY may end the employment relationship at will at any time, with or without reason or advance notice.  As stated previously, we are an “At-Will” employer.

Hours of Work and Overtime

Work Week—The regular or normal work week consists of 40 hours and begins with the period beginning 12:00 A.M. Monday and ending 168 consecutive hours later on the following Sunday. 
Work Day—The normal work day for COMPANY consists of eight hours, excluding lunch periods. Normal hours of business are 8:30 A.M. to 5:30 P.M. 
Work Schedules—Work schedules will be established based upon business needs and objectives and are subject to change at management’s request. Employees will be notified in advance of changes in work hours or work schedules. 
Overtime—All overtime work must be approved in advance by your supervisor. 
Nothing in these guidelines should be assumed to be a guarantee of employment for any number of hours or period of time.

Attendance

You are an essential member of our team . . . and teamwork is the heart of our business. It is important that employees be prompt and regular in attendance. If you are unable to report to work on time because of circumstances beyond your control, you should notify your supervisor as soon as possible on the day you will be absent.

Absence

COMPANY and your co-workers depend on you. The success of COMPANY is dependent on everyone doing their job. When you are absent, it is difficult to fill your shoes. If you need to be away from work, your supervisor must be given as much advance notice as possible.

If your absence will be longer than one day, your supervisor must be given an expected date of return. Should this date change, notify your supervisor at once. COMPANY may require medical certification for any absence. When returning to work after an illness of five days or more, a written medical release from your doctor may be required. COMPANY reserves the right to request a doctor’s statement or require the employee to be examined by a physician of COMPANY’s choice. If you are given a conditional medical release, the doctor must state what the conditions of the partial release are and specify any job limitations.

In cases of serious personal illness or other situations in which advance notice is impossible, notify your supervisor as soon as you can. A member of your immediate family may, if necessary, fulfill this obligation.

Tardiness or absenteeism which is considered by COMPANY to be excessive may result in disciplinary action, up to and including termination. An absence for a period of three consecutive work days without contacting your supervisor to request a leave of absence could be a considered voluntary termination of employment.

Excessive absence from the job during the work day results in lost productivity and could result in an unfavorable performance evaluation or disciplinary action, including termination.

Administration

Employees must record all hours on a weekly basis by submitting a time sheet to their supervisor for approval. Time sheets with discrepancies must be corrected prior to each pay period.  Timesheets are to be submitted no later than 4:30 PM, on the last day of every week.

Employees must record any vacation, sick pay, personal pay, jury duty, bereavement leaves or any other absence on their time sheet. Your supervisor will transfer this information onto the COMPANY Time Tracker Form.

It is the manager’s responsibility to ensure that their employees record all hours correctly on their time sheets.

Scheduling

As the need arises, managers may schedule work days and hours that differ from the standard work days and hours described above.  Advance approval from a manager is required when overtime is to be worked or any change in scheduled hours is required or requested.

Civic Duties

It is COMPANY policy to allow employees reasonable time off without loss of pay to attend to civic duties, such as court appearances on behalf of COMPANY, voting, witness or jury duty. You may be asked to provide documentary proof of such summons. Your supervisor can provide more information.

Jury Duty

COMPANY recognizes jury duty as a civic responsibility of everyone. When summoned for jury duty, you are granted leave to perform your duty as a juror. If you are excused from jury duty during your regular work hours, we expect you to report to work promptly.

You will receive regular pay for the first five days of jury duty if you were scheduled to work and you submit a juror service certificate.

Leaves of Absence

For an unpaid leave of absence of more than 10 days, written application must be made and must have a Manager’s approval.

If you do not meet the eligibility requirements for a medical leave, but need time off because of your medical condition, COMPANY may grant up to four weeks of unpaid leave, but job reinstatement is not guaranteed.

If the leave is for your own serious medical condition, you must first use your sick leave; thereafter, or after a 15-day waiting period, you may be paid through COMPANY’s Short-Term Disability plan, if eligible. If the leave is to care for the birth or placement of a child, or is to care for a seriously ill family member, you will be paid any accrued vacation and sick time, and thereafter your leave would be without pay.

A leave of absence request must be completed and approved in advance. COMPANY will pay their portion of your medical benefits while on an approved Medical Leave. Contact you supervisor for further details regarding a Medical Leave of Absence.

Paternity or Maternity Leave of Absence: Paternity or Maternity leave is the same as medical leave, and benefits are the same. Maternity leave is compensated in the same manner as any medical disability.

Military Leave of Absence: Any regular full-time employee of COMPANY who enters active duty in the armed forces of the United States will be granted a military leave of absence without pay.
 
Active military service entered directly from COMPANY employment may result from:
•    	Being drafted
•   		Being ordered to active duty, or active duty for training when on reserve   status.

An individual returning from military service will be rehired into the former position or into a job of similar status and like pay if the following eligibility criteria are met:

•  	The individual presents to COMPANY a copy of a certificate of satisfactory completion of military service.
•	Application for re-employment is made within 90 days of discharge or from hospitalization continuing after discharge for a period of not more than one year.
•	The individual is able to perform the duties of the former or similar position.

National Guard: Any regular, full-time employee, employed twelve months or longer, who is a member of a reserve component of the armed forces of the United States, or a member of the National Guard or Air National Guard, will be granted an unpaid two-week leave of absence for annual training duty or for emergency National Guard duty at the call of a state governor. A leave of absence without pay may be granted for any additional time needed to complete annual training or emergency duty.

Bereavement: In the event of the death of an immediate family member (spouse, domestic partner, mother, father, siblings, children, grandparents or grandchildren and in-laws), the employee may take up to three consecutive days’ paid leave. If the employee must travel out of state, an additional two days may be granted for travel time.

Employees should notify their supervisor immediately upon learning of the death so proper arrangements can be made during the employee’s absence. Should additional time be needed and approval is granted by the supervisor, the employee may take vacation time or floating holiday. The employee must make the appropriate notation on the time sheet.

Absence for Occupational Disabilities: An employee who must be away from work due to a work-related illness or injury is eligible for up to 12 weeks of leave. If the employee is unable to return to work within 12 weeks, he/she may be given additional leave under the worker’s compensation statutes of the state in which the employee is working. The leave will be unpaid by COMPANY, and COMPANY will not pay the employer’s portion of the medical insurance premium, while the employee is out and receiving workers’ compensation benefits.

If the employee has a work-related injury but can continue to work, time off for medical appointments will be paid by COMPANY.

Personal Leave of Absence Without Pay:  COMPANY may make provisions for a personal leave of absence without pay for an employee who needs more than one month’s time off work for a valid reason other than those covered by the above paragraphs. The maximum leave that may be granted is six months.

When an unpaid personal leave of absence is granted, it is given on an individual basis and at the discretion of management, taking into consideration the purpose of the leave, the employee’s work record, and the needs of COMPANY at that particular time. An employee must exhaust all earned unused vacation before an unpaid personal leave will be authorized.

You must be classified as a regular full-time employee and have completed six months of continuous service prior to the effective date of the unpaid personal leave, and you must have the leave approved by a Manager.

COMPANY cannot guarantee reinstatement to the former position or to a position with like status and pay, except in the case of Military Leave. In this instance, an employee’s job or an equivalent job for which the employee is qualified is guaranteed by federal law.

Employees who are on any approved unpaid leave of absence other than a Medical Leave, which is mandated by state and/or federal law, must pay their own medical, life and dental insurance premiums if they wish to keep their insurance in force while they are gone. Additionally, it should be noted that when an employee is on an authorized Family Care/ Medical Leave mandated by state and/federal law, COMPANY will pay its portion of medical benefits for a period not to exceed 12 work weeks.

Vacation and Sick Leave: All regular full-time employees earn 1.25 days of vacation and sick time per month after the completion of three months of employment. Regular part-time employees who are normally scheduled to work at least 30 hours per week will receive a pro-rated amount. The eligibility requirements for regular part-time employees are the same as for regular full-time employees. 

An employee should make the appropriate notation for vacation or sick time on their time sheet. Where required, attach the doctor’s certification to the Form.

YOUR PAY

Pay Periods

Pay days are on the 15th and the last day of each month. If pay day falls on a holiday or weekend, you will be paid on the last working day preceding the holiday or weekend. If you would like direct deposit of your paycheck, your supervisor can provide the appropriate forms.

Performance Appraisals and Compensation Reviews

Performance and compensation is reviewed at least annually, usually in December. Increases or changes to compensation are not guaranteed but are at management’s discretion and based on, among other things, management’s assessment of your job performance and COMPANY’s operating results.
Additional Performance Reviews may occur at anytime during the year, at a manager’s discretion.

Overtime

Employees are paid their base rate for all hours in excess of 40 hours worked in a week. If you are a regular full-time salaried employee and are asked to work on an COMPANY-recognized holiday you will receive double time for all hours worked on that holiday.  All overtime must be approved in advance by your supervisor.

YOUR BENEFITS

Benefits and Services

As an employee, you will have an opportunity to participate in COMPANY benefit programs. A summary of COMPANY’s benefit plans is provided to you by your supervisor.

Recognized Holidays

COMPANY normally observes seven paid holidays per year as follows: 
New Year’s Day
Memorial Day
Independence Day
Labor Day
Thanksgiving Day
Christmas Day
One floating holiday (day after Thanksgiving or Christmas Eve or New Year’s Eve)

Eligibility for the floating holiday begins after completion of six months of employment.  An unused floating holiday may not be carried forward from year to year.

Holiday Pay

Regular full-time and part-time employees who are regularly scheduled to work a minimum of thirty (30) hours per week are eligible for holiday pay. To be eligible for holiday pay you must be at work on the scheduled work-day before and after a holiday, unless you are on a paid leave of absence, vacation, or are ill. New employees will be eligible for holiday pay after the first day worked.

If your supervisor feels that you have sufficient justification to be off the day before or after a holiday, your absence may be excused and payment of holiday pay will be approved. Written approval must be made by your supervisor.

Vacation and Sick Time

All regular full-time employees earn 1.25 days of vacation and sick time per month after the completion of three months of employment. Regular part-time employees who are normally scheduled to work at least 30 hours per week will receive a pro-rated amount. The eligibility requirements for regular part-time employees are the same as for regular full-time employees.  All vacation time must be approved by your supervisor in advance.

YOUR SAFETY

Safety

Your safety is a concern. We make every reasonable effort to provide you with a safe place to work. We want you to be safe on the job as well as off. Don’t take chances. When you think safety, you make things safe for yourself and your fellow employees. If an accident occurs on the job, notify your supervisor immediately. You must document your injury and give to your supervisor as soon as you are able but in any case within 48 hours. If immediate medical assistance is required and you cannot reach your supervisor, call 911. Unsafe conditions or employee conduct which jeopardizes your safety or the safety of others should be reported immediately to your supervisor or a Manager. Such reports will be investigated and appropriate action will be taken, including disciplinary action, where appropriate.

In Case of Injury

If you are injured on the job in the normal course of your employment, you are directed to report the injury to your supervisor immediately, and to seek medical attention. In a life or limb threatening emergency, call 911 and then notify your supervisor immediately. All job site injuries must be reported within 48 hours. If on the day of your work-related injury, you are, in the opinion of your supervisor, unable to work the remainder of the day, you will be compensated. Check with your supervisor for information on reporting accidents and obtaining medical assistance.

Security Procedures

Whenever the office fire alarm sounds or there is a bomb threat, everyone in the building is to calmly proceed to the nearest stairway exit and vacate the building. 

When leaving your work areas, you are asked to take your personal wallets and purses with you for security reasons. Each supervisor is to check their area to ensure that all personnel have evacuated.

EMPLOYEE RELATIONS POLICY

We hope that your work experience will be rewarding. COMPANY provides equal opportunity to all applicants and employees regardless of race, color, religion, national origin, sex, age, disability or sexual orientation.

NONVIOLENCE POLICY

Our Company strives to provide a safe workplace for employees. We know that we cannot guarantee our facilities will not be targeted by a person or persons who are driven to violence. This can unfortunately happen in any company no matter what precautions are taken. However, we have established a non-violence policy in the hope that we can minimize the risk of personal injury to employees on our property.

Unacceptable Conduct

Threats, threatening language, or any other acts of aggression or violence made toward or by any Company employee will not be tolerated. For the purposes of this policy, a threat includes any verbal or physical harassment or abuse, attempts to intimidate or to cause fear in others, menacing gestures, bringing weapons to the workplace, stalking, or any other hostile, aggressive, injurious or destructive actions undertaken for the purpose of intimidation.

Procedures for Reporting a Threat

All potentially dangerous situations including threats by co-workers should be reported immediately to a Manager. Reports of threats may be made anonymously. All threats will be promptly investigated. No employee will be subject to retaliation, intimidation or discipline as a result of reporting a threat in good faith under this policy.

If an investigation confirms that a threat of a violent act or violence itself has occurred, COMPANY will take appropriate corrective action with regard to the offending employee.

If you are the victim of a threat made by an outside party, please follow the steps detailed in this policy. It is important for us to be aware of potential danger in our workplace. We appreciate your cooperation and although we cannot guarantee that no violence will ever occur on our property, we will be responsive to all reports and take appropriate action when such reports are received.

PROBLEMS: HOW TO SOLVE THEM

We hope all employees share a feeling of pride in COMPANY, and that your spirit of cooperation and enthusiasm in working for the good of COMPANY will be apparent in all your relations. We realize, however, that valid differences occasionally arise. Here is how to handle these differences.

The following complaint procedures have been established. These procedures may be used by current employees or by terminating employees.

Step 1—	Employee discusses the complaint or problem with immediate supervisor. It is expected that every effort will be made to resolve the complaint in a fair and amicable manner at this level.
Step 2—	If the employee is not satisfied with this attempt to resolve the complaint or a response (written or verbal) is not received within ten working days, the employee may discuss the matter with a Manager. A determination by a Manager is final. 

COMPANY may impose counseling or disciplinary action which, in its judgment, most effectively addresses the problem. You will be advised of such actions should they occur.
 
We hope it will not be necessary to discipline or discharge employees. There may be times, however, when it becomes necessary to formally correct the performance of individuals and, in some cases, termination could occur. COMPANY reserves the right to make these decisions, including the right to terminate an employee at any time for any or no reason, with or without use of progressive discipline or performance improvement plans.

Termination

If it is your intent to resign from employment, two weeks’ notice should be provided to COMPANY. COMPANY will appreciate the opportunity to make arrangements to cover the vacancy created by your leaving.

WHAT ELSE YOU NEED TO KNOW

Appearance and Attire

Our public image is directly dependent on our staff, individually and collectively. People are inclined to judge organizations by the people who represent them. The personal appearance, quality of service and positive attitude of all of our employees are essential to creating and maintaining a favorable public image.

Attire should be in good taste and promote a business-like professional attitude and image in keeping with your specific job. The best “rule of thumb” is to dress for the position you fill and the people you serve. COMPANY reserves the right to insist that employees who serve our clients and customers dress professionally. COMPANY will comply with any state statutes which apply to employee dress codes in states in which we do business.

Slacks, Pants, and Suit Pants
Slacks that are similar to “Dockers” and other makers of cotton or synthetic material pants, wool pants, dressy capris, and nice looking dress synthetic pants are acceptable.  Jeans are also acceptable as long as they are clean, free of any holes, frayed edges (including the hem) or rips.  

Inappropriate slacks or pants include sweatpants, exercise/athletic pants, Bermuda shorts, short shorts, shorts, bib overalls, leggings, and any spandex or other form-fitting pants such as people wear for biking or yoga.

Skirts, Dresses, and Skirted Suits
Casual dresses and skirts, and skirts that are split at or below the knee are acceptable. Dress and skirt length should be at a length at which you can sit comfortably in public. Short, tight skirts that ride halfway up the thigh are inappropriate for work. Mini-skirts, skorts, sun dresses, beach dresses, and spaghetti-strap dresses are inappropriate for the office.

Shirts, Tops, Blouses, and Jackets
Casual shirts, dress shirts, sweaters, tops, golf-type shirts, and turtlenecks are acceptable attire for work. Most suit jackets or sport jackets are also acceptable attire for the office, if they violate none of the listed guidelines. Inappropriate attire for work includes tank tops; midriff tops; shirts with potentially offensive words, terms, logos, pictures, cartoons, or slogans; halter-tops; tops with bare shoulders; sweatshirts, and t-shirts unless worn under another blouse, shirt, jacket, or dress. 

Shoes and Footwear
Conservative athletic or walking shoes, loafers, clogs, boots, flats, dress heels, and leather deck-type shoes are acceptable for work. Athletic shoes, flip-flops, slippers, winter boots, and any shoe which could be worn at the gym or for sport activities are not acceptable in the office. 
Closed toe and closed heel shoes are required, at a minimum, when at a construction site.

PHONE ETIQUETTE

Answering Calls
1.	Answer promptly (before the third ring!)
2.	Before picking up the receiver, discontinue any other conversation or activity such as eating, chewing gum, typing, etc that can be heard by the calling party. 
3.	Speak clearly and distinctly in a pleasant tone of voice (smile while you speak!) 
General call: “COMPANY, “x” speaking, how can I help you?”
Call to your phone only:	“Hi, “x” speaking…”
4.	Use hold button when leaving the line so that the caller does not accidentally hear conversations being held nearby.  Do not simply put the receiver on your desk and walk away.
5.	When transferring a call, be sure to explain to the caller that you are doing so and who you are transferring them to. 
6.	Remember that you may be the first and only contact a person may have with our office, and that first impression will stay with the caller long after the call is completed. 
7.	When the called party is not in, the following responses should be used both to protect the privacy of the office staff and to give a more tactful response: 
 What You Mean:	What you should tell the Caller:	
"He/She is out."	"He/She is not in the office at the moment. Would you like to leave a message on his/her voicemail?"	
"I don't know where he/she is."	"He/She has stepped out of the office. Would you like to leave a message on his/her voicemail?"	
"He/She is in the bathroom."	"He/She has stepped out of the office. Would you like to leave a message on his/her voicemail?"	
"He/She hasn't come in yet."	"I expect him/her shortly. Would you like to leave a message on his/her voicemail?"	
"He/She took the day off."	"He/She is out of the office for the day. Can someone else help you or would you like his/her voicemail?"	
"He/She doesn't want to be disturbed."	"He/She is unavailable at the moment. Would you like to leave a message on his/her voicemail?"	
"He/She is busy"	"He/She is unavailable at the moment. Would you like to leave a message on his/her voicemail?"	

Good Telephone Procedures
Remember that you are representing our office and etiquette is very important. Using phrases such as "thank you" and "please" are essential in displaying a professional atmosphere. 
•	Make sure to answer before the third ring. 
o	Examples of greetings can be: "Good morning"...you get the idea. Use a greeting that is going to give the caller the impression that we are in fact professional and pleasant. 
•	If you are currently on one line and another line rings: 
o	Tell the first caller to "Please hold." 
o	Place caller on hold – HOLD button. 
o	Answer the ringing line saying, " COMPANY please hold." 
o	Place second caller on hold – HOLD button. 
o	Return to first caller and complete the call. 
o	Go back to the second caller. 
o	Say, "Thank you for holding, how may I help you?" 
NOTE: Sometimes you will have many lines ringing all at once. Please remember to write down the names of the calls holding so you avoid asking who the caller is holding for more than once. 

Taking Messages
1.	Be prepared with pen and message slip / phone log when you answer the phone. 
2.	When taking messages be sure to ask for: 
1.	Caller's name (asking the caller for correct spelling if needed) 
2.	Caller's phone number and/or extension (including area code) 
3.	Ask the caller what it is in regard to – at least the project or building address
3.	Repeat the message to the caller. 
4.	Be sure to note the time and date of the call 
5.	Place the message in a conspicuous place on their desk, such as their chair. 
6.	Don't forget that you can transfer them to voicemail instead of taking a paper message, but don't forget to ask, "Would you like me to transfer you to ______'s voicemail?" Do not assume that the caller would rather go to voicemail. Always ask first. 
Handling Rude or Impatient Callers
1.	Stay calm. Try to remain diplomatic and polite. Getting angry will only make them angrier. 
2.	Always show willingness to resolve the problem or conflict. 
3.	Try to think like the caller. Remember, their problems and concerns are important. 
4.	Offer to have Jay or Jean talk to the caller or call him/her back if the caller persists. 

Good Telephone Habits for Everyone
Whether answering the phone or making phone calls, using the proper etiquette is a must in order to maintain a certain level of professionalism. Proper etiquette leaves callers with a favorable impression of you and our office. You'll also find that others treat you with more respect and are willing to go out of their way to assist you if you use the proper etiquette.

Answering Your Phone
1.	Answer your calls within three rings (if possible). 
2.	Always identify yourself when you answer the phone: "”x” speaking..." 
3.	Speak in a pleasant tone of voice - the caller will appreciate it. 
4.	Learn to listen actively and listen to others without interrupting. 
5.	When you are out of the office or away from your desk for more than a few minutes, place your phone on Do Not Disturb (DND). 
6.	Use the hold button when leaving a line so that the caller does not accidentally overhear conversations being held nearby. 
Making Calls
1.	When you call someone and they answer the phone, do not say "Who am I speaking with?" without first identifying yourself: "Hi, this is _______, from COMPANY. To whom am I speaking?" 
2.	Always know and state the purpose of the communication. 
3.	When you reach a wrong number, don't argue with the person who answered the call or keep them on the line. Say: "I'm sorry, I must have the wrong number. Please excuse the interruption." And then hang up. 
4.	If you told a person you would call at a certain time, call them as you promised. If you need to delay the conversation, call to postpone it, but do not make the other person wait around for your call. 
5.	If you do leave a number/message for someone to call you back, be sure to repeat the call back number (and extension) twice.

Voicemail Etiquette
Voicemail has many benefits and advantages when used properly. However, you should not hide behind voicemail. If callers constantly reach your voicemail instead of you, they will suspect that you are avoiding calls. Here are a few tips on such things as greetings and responding to voicemail.
Voicemail Greeting
1.	Be sure to record your own personal greeting; don't use the standard default greeting or have another person record your greeting. People tend to feel that they have already lost the personal communication touch because of voicemail. If a female voice says that "Joe Smith is not available", the caller will not be convinced that you listen to your voicemail.
2.	Be sure to record your voicemail clearly and speak loudly enough so you can be identified by the caller.  A whispered voicemail or one with noise in the background will only confuse the caller. 
3.	If you know that you will be on vacation for a few days or leaving the office early or have different hours temporarily, you should record an alternate greeting to let callers know this. Callers will know that they cannot expect a callback for a few hours or a few days. 
4.	When you leave for the day or will be away from your desk for an extended period of time, use an alternate greeting to indicate this change in your schedule to callers as well as giving them the name of an alternate person to talk to in your absence. 
Checking Messages and Returning Calls
1.	Check your messages daily and return messages within 48 hours. If it will take longer than 48 hours, call the person and advise him/her. Callers should feel comfortable that you are checking your voicemail daily. 
2.	Reply, forward, or delete messages immediately. Keep your mailbox clean. 
3.	If you forward a message, be sure to explain to the person to whom you are forwarding the message why you are sending it to them. 
Leaving a Voicemail Message for Another Person
1.	Speak clearly and slowly. 
2.	Be sure to leave your name and extension number twice. It's best to say it at the beginning and end of your message. 
3.	Keep messages short and to the point. 
4.	Remember that you want to leave the person you are calling with a good impression of you. 
5.	Cover one topic in one message; specify what you want the recipient to do. 

Conclusion
An employee may be sent home to change clothes and will receive a verbal warning for the first offense. All other policies about personal time use will apply. Progressive disciplinary action will be applied if dress code violations continue.

Notices

All applicable federal and state employment laws must remain posted at each location.
 
Business Mileage Reimbursement

Unless you are already provided an auto allowance, you will be compensated for mileage on the use of your personal car for COMPANY business at the current rate allowed by the Internal Revenue Service. Your supervisor has special forms for this purpose.

Business Travel

If you are required to travel out of town to conduct COMPANY’s business, we will pay for your necessary expenditures. Your supervisor will let you know the appropriate procedures for business travel.

Inclement Weather Procedures

Employees should listen to radio stations or call their supervisor to learn if the offices will be closed when the weather is bad. 

Pay for Lost Time Due to Inclement Weather

•	If COMPANY closes the office, employees will be paid for the hours they missed but were scheduled to work that day.
•	If the office is open but attendance “optional,” employees who do not work will not be paid for their time off unless they make up the lost time during that same week or use a vacation day.
•	If the office is open for business as usual, employees who do not work must use vacation time in order to be paid for the time off, or take the time off without pay.

Smoking

COMPANY does not allow smoking in its facility or within 15’-0” of entrances (as stipulated by City of Chicago & Cook County Ordinance)

Solicitation and Distribution

Out of respect for the private lives of our employees and our desire to receive the full benefit of your productivity, no person who is not an employee of COMPANY (except commercial sales people calling on COMPANY) may come onto the property at any time to solicit for any cause or to distribute material of any kind for any purpose without permission.

Employees may not engage in solicitation or in the distribution of materials of any type for any purpose during working time on COMPANY property, except for that which is necessary to carry out their assigned job duties. However, employees may engage in solicitation during their non-working time and may participate in the distribution of materials on their non-working time in non-working areas as long as standards of neatness are maintained.

An employee is not to enter or remain in work areas except during scheduled working time and a reasonable time before or after scheduled work, or when working scheduled overtime. If an employee wants to enter those working areas at any other time for a legitimate reason, permission must be secured.

Suggestions

The exchange of ideas within our organization is considered by management to be an asset and is strongly encouraged. Your thoughts concerning ways of increasing productivity, improving the quality of our work products, our projects, safety, and other related matters are welcome. Address your suggestions to a Manager of COMPANY.

10 Attitudes of Successful Workers
By Kate Lorenz, CareerBuilder.com Editor 

Why do some people seem to reach the top of the corporate ladder easily, while others remain stuck on the middle-management rung? You might think that it is just because those people have more of what it takes to succeed, like brains, talent and powerful people in their corner. But there is something else that is just as important: attitude. 

Dr. Martin Seligman, an authority on optimism, discovered that attitude was a better predictor of success than I.Q., education and most other factors. He found that positive people stay healthier, have better relationships and go further in their careers. And he even found that positive people make more money. 

Anyone can adopt the right attitude. No matter where you are from or how much innate talent you have, the right attitude can make a difference in your career. Try adopting these 10 attitudes of successful workers: 

1. I am in charge of my destiny. 
If you spend your entire career waiting for something exciting to come to you, you will be waiting a long time. Successful professionals go out and make good things happen. So commit yourself to thinking about your career in an entirely different way. You will make it to the top, and you are in charge of making it happen.

2. Anything is possible. 
Think that there is no way you will ever be at the vice-president level? Then you definitely won't. Remember: If you think you can't, you probably won't. Adopt the attitude of The Little Engine That Could -- "I think I can." 

3. No task is too small to do well. 
You never know when you are going to be noticed. That is one reason to take pride in your work -- all of it. One public relations executive in Chicago said that her first task in the PR department of a ballet company was reorganizing the supply closet. She tackled the project with gusto and was immediately noticed for her hard work and attention to detail. Remember this the next time you feel like slacking because you are working on a menial task.

4. Everyone is a potential key contact. 
While you do need to be aggressive in the workplace, you can also go far by being nice to those around you. Do you think it's unimportant to establish a good rapport with your boss's secretary? Well, just try getting your meeting squeezed onto the schedule when you really need it. Be courteous to those around you -- you never know when your past contacts will play a role in your future.

5. I was made to do this job... and the one above me. 
If you spend your days feeling like you are not cut out to do the work you are responsible for, your performance will suffer. Your job may not be the perfect fit, but successful workers act like they are in their dream job, no matter where they are. 

6. It's not just what I know, but who I know. 
Successful workers understand the importance of networking, both in and out of the office. You need to proactively establish professional contacts. Invite a colleague out to lunch. Go to the after-work happy hour. Join your professional association. Do your part to establish a networking path for your future.

7. What else can I do? 
Since you are in charge of your destiny, it's your job to look for ways to improve your professional self. Volunteer to take on an extra project. Learn a new skill that will make you more marketable. Stay late to help your co-workers. Successful workers don't just complete the job and sign out -- they look for additional ways to make their mark.

8. Failure will help pave the way to my success. 
While it seems like some people never experience setbacks, the truth is everyone fails from time to time. The difference between successful and unsuccessful people is how they deal with failure. Those who find success are the ones who learn from mistakes and move on. 

9. I am my own biggest fan. 
Have you been waiting for someone in the office to recognize your talents and efforts? Maybe it's time you start tooting your own horn. Step up and talk about your accomplishments and what you have done for the company. Successful workers know how to point out their achievements without sounding boastful.

10. My opportunity monitor is never turned off. 
Yes, there will be days when you will want to just be happy with the status quo. But remember that successful workers are always on the lookout for opportunities to improve. Keep your eyes, ears and your mind open to new opportunities -- you never know when you will discover the one that will change the course of your career!

Tips for Being Reliable 

Be predictable:
•	Return phone calls and e-mails promptly, usually within 24-48 hours
•	Meet deadlines, warn your manager if you need help or if a problem arises
•	Set regular meetings with key internal and external team members
•	Communicate your work progress to your supervisor and your client

Do your homework: 
•	Come to meetings prepared and takes notes throughout the meeting
•	Ask questions during meetings and site visits.  Clients and team members want to see that you are always thinking and being active in the project.
•	Ask clients how you can better serve them
•	Keep clients and manager abreast of your work and progress via weekly emails and phone calls.
•	Anticipate client, project manager and project team needs 

Over achieve: 
•	Arrive five minutes early for appointments, never be late (call ahead if you will be late)
•	Look professional when meeting with clients and project team members.  Get over the fact that it’s your knowledge that matters, not what you look like – that is a pretty thought, but not reality.  First impressions matter and can make or break your role in a project.  Clients are hiring a professional, dress like one.
•	“Over-communicate” by telling clients what they might want or need to know before they ask, same goes for your project manager.
•	Look for ways to exceed clients’ expectations
•	Be pro-active about each and every one of your projects.  Planning ahead is an important tool in making sure we do not forget all that needs to be done on a project

ACKNOWLEDGMENT AND RECEIPT OF EMPLOYEE HANDBOOK

This employee handbook published JANUARY 2012 supersedes all previous employee handbooks.

I have received a copy of the COMPANY, LLC employee handbook. I understand that I am to read and become familiar with the contents. If I have questions, I understand that I should talk to my Supervisor.

Further, I understand that:

This handbook is not intended to, nor does it create promises or representations of continued employment. Every employee has an at-will relationship with COMPANY. This means that I am free to resign my employment at any time, just as COMPANY is free to terminate my employment, for any or no reason, with or without cause or the use of progressive discipline, at any time.

This handbook represents a summary of the more important company guidelines at the time of publication, and is not intended to be all inclusive.  In all instances, the benefit plan texts, trust documents and master contracts, as appropriate, are the governing documents. The employee handbook, personnel policies, benefit plan texts, any trust agreements, or master contracts are not employment contracts.

Apart from our policy of At-Will employment and those policies required by law, COMPANY may change its policies or practices at any time without prior notice. I understand COMPANY may terminate an employee at any time with or without notice.

Further, I understand that this document will become a part of my personnel file.

__________________________________	
Employee Name (Please Print) 		

_____________________________	____________________  2012
Signature 				Date