Employee
HANDBOOK
PHILIPPINES
Welcome to
STARTEK
Welcome Brand Warrior!
Thank you for joining the STARTEK family. Our mission is to enable and empower you to successfully promote and defend our clients’ brands.
Our focus is on ensuring that you are successful in your new position.
You are now a Brand Warrior ready to empathize with your customers and fellow employees and take ownership to solve the customer’s issue.
You have been hired because you have the determination, enthusiasm and passion for excellence.
This handbook was developed to describe the expectations we have for our employees. It also outlines the policies, programs, and benefits available to eligible employees. I strongly encourage you to familiarize yourself with the contents of this employee handbook as soon as possible as it will answer many questions about employment with STARTEK.
We are in the business of helping people through our interactions with them. We impact lives one conversation at a time every single day. Enjoy your experiences at STARTEK and know that all of us are here to help and be sure to have fun!
Chad Carlson
President & Chief Executive Officer
Welcome to
STARTEK
Welcome Brand Warrior!
I feel it’s a great honor to welcome to the STARTEK family our newest
Brand Warriors. At STARTEK, being a Brand Warrior is an opportunity to make a difference. You’ll find the STARTEK team consists of talented individuals working together to create a winning team. The ONE TEAM concept is important to all we do and one of the values we espouse.
As members of STARTEK it’s our integrity, character, and actions that identify who we are. We use these traits to strive to be the best…the best partners to our clients, the best teammates to our peers, and the best leaders but most importantly we are focused on becoming the best person we can individually be.
You’ll find the Brand Warrior handbook outlines a number of policies and procedures we follow. It’s the first of many SOPs (STARTEK Operating
Procedures) that you’ll become familiar with. As an overview, our
Brand Warrior expectations are basic. We expect our team members to live up to and then exceed the commitments they make. As Brand Warriors we’ve committed to performing our duties to the best of our ability, to continue learning and growing, and to focus on helping others improve. If each day we get better than the day before we will create a dynamic and winning organization.
Our commitment to every Brand Warrior includes a focus on personal development, the creation of opportunities, and always being direct and honest as we communicate. The development of our people is a core competency that we must be successful at. We will not grow our business, expand our client base, or add new sites without the development of our team members. Be engaged, prepare, and enjoy the journey. Again, welcome to the STARTEK family and thank you for choosing us!
Andy Rangel
Vice President, Operations
Welcome to
STARTEK
Welcome to the STARTEK family!
Thank you for joining our team of BRAND WARRIORS. We are truly honoured to have been chosen by you.
I believe that we are all brought together for a reason. Of the thousands who walk into our doors to become
BRAND WARRIORS, you have been chosen, and clearly you have likewise chosen to be part of our family.
As a member of a family, we have obligations that we need to uphold.
This employee handbook is our guide in ensuring that each member of the family understands our responsibilities to each other.
We are bound by a commitment to learn, grow and serve.
Just like you, many of our leaders in Startek started their professional
BPO lives as an agent. It was a learning experience for us, thus we endeavour to make it a more structured and pleasurable journey for each of you.
What an opportune time to join Startek!
As a company, we are better positioned for significant growth now more than ever and we would like you to grow with us.
In behalf of the Startek Family please remember that:
We BELIEVE in your ability to provide excellent service to our customers all over the world
We TRUST you to represent the work ethics that we value and live by
We SUPPORT and ADMIRE your perseverance to pursue a dream of a better life and a successful career
It is with great pride and honour to welcome you, the newest members of our STARTEK family. I look forward to working WITH you and FOR you. Ma. Antoinette F. Achurra
Vice President, Operations
TABLE OF
CONTENTS
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The STARTEK Family and You
Introduction on STARTEK 9
STARTEK Sites 10
STARTEK Brand Warrior Culture and Core Processes 12
STARTEK Support Structure 13
Why STARTEK?
STARTEK’s Brand Warrior Value Proposition 14
Monetary Benefits 15
Non-monetary Benefits 16
Rewards and Recognition 19
Employee Referral Program 19
Career and Personal Growth 24
Internal job postings and transfers 25
Focal Point Review 25
Quality of Life 25
Employment classification
Probationary Employee 27
Regular Employee 28
Project Employee 28
TABLE OF
CONTENTS
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Open Door Policy 29
Focus Group Discussions and Skip Level Meetings
One on One with Supervisor
Town Hall Meeting
Internal Communication
Code of Conduct
Dress Code 30
Attendance Policy 31
Facilities Policy 42
Visitor Policy 60
Electronic Communication Policy 62
Anti-Fraud Policy 67
Confidentiality 69
No Solicitation / No Distribution Policy 69
Gifts and Gratuities 70
Personal Financial Transactions 70
Workplace Relationships and Employment Policy 70
Inter-site Transfer Policy 73
TABLE OF
CONTENTS
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Company Clinic 74
English Only Policy 74
Drug Free Policy 75
Anti-sexual Harassment Policy 75
Photography Release 75
Rationale and General Provisions 76
Corrective Action Procedures 79
Classification of Offenses 80
Prescription Period 87
Corrective Action Issuance and Monitoring 88
Separation and Return
30-Day Notice Policy 89
Clearance Procedure 89
Eligibility for Re-employment 90
Re-Hire Policy 90
Appendices
Rewards and Recognition Program 91
Internal Posting Policy and Process 97
TABLE OF
CONTENTS
8
Site Internship Program Policy and Procedure 100
Supervisor Prep Series 103
Operations Manager Prep Series 108
Training Manager Prep Series 113
Employee Wellness Policy 117
HIV/AIDS Policy 122
Tuberculosis Policy 125
Family Welfare Program 128
Medical LOA Procedure 130
Non-Medical LOA Procedure 131
Locker, Lateral and Pedestal Issuance Policy 132
Drug Free Policy 138
Anti-Sexual Harrassment Policy 142
Proprietary Information and Inventions Agreement 153
Performance Improvement Plan Standards 161
Overtime Guidelines 162
Helpful Links 163
STARTEK
AND YOU!
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Your STARTEK Family:
Our parent company, STARTEK founded 1987. Headquartered in Denver, Colorado,
STARTEK has a global workforce of 12,000 employees. We operate eleven call centers in the U.S. and Canada, two in Honduras and four in the Philippines and have a home-based staff within our STARTEK@Home platform. STARTEK, Inc. has been a pioneer in delivering customer service for some of the largest global telecommunications and cable companies in the world. Our expertise is in delivering a full range of BPO services to our clients. What sets us apart is simple: our clients look to us to deliver an
EXCEPTIONAL CUSTOMER EXPERIENCE.
STARTEK
AND YOU!
10
Our sibling centers are shown in the map below.
STARTEK
AND YOU!
11
Our official name in the Philippines is STARTEK Philippines. With a top-notch facilities, very strategic locations, talented and strong workforce, we are sure to strengthen the STARTEK difference.
STARTEK International Limited
STARTEK
AND YOU!
12
STARTEK
AND YOU!
13
STARTEK Team
We follow an inverted pyramid organization chart. Our frontline agents are the most important asset of STARTEK. Everyone else is there to help our frontline agents become successful in their everyday tasks.
WHY
STARTEK?
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STARTEK’s Value Proposition
The STARTEK value proposition aims to give you a clear picture of what’s in store for you as a member of our team.
WHY
STARTEK?
15
Monetary Benefts
The following are provided to employees:
Base Pay – we provide equitable pay according to industry standards. On a yearly basis, we participate in a 3rd party industry compensation survey to ensure that we remain competitive in the market.
Allowances – for agents: we provide transportation and meal allowances to give additional support to employees.
For supervisors and managers: we provide transportation, meal and communication allowances to give additional support to employees. The communication allowance is particularly helpful to supervisors and managers in communicating with your team.
Premiums – for agents and specialists: you will be given night shift differential on top of your base pay when you work between 10pm and 6am. As a probationary employee, this amounts to 10% of your base pay and as a regular employee, these increases to 20% of your base pay. You are also given holiday pay when you work on a non-working PH holiday. You’ll get additional 100% on a regular holiday and 30% on a special holiday.
For supervisors: you will be given night shift differential on top of your base pay when you work between 10pm and 6am. As a probationary employee, this amounts to 10% of your base pay and as a regular employee, these increases to 20% of your base pay. When you work on a non-working holiday, you get an additional leave (day-in-lieu) which may be taken within
30 days after the said holiday.
For managers: When you work on a non-working holiday, you get an additional leave
(day-in-lieu) which may be taken within 30 days after the said holiday.
Convertible leaves – twice a year, the company converts to cash all unused accrued sick leaves for that period. This is a way to reward employees who take care of their health throughout the year.
WHY
STARTEK?
16
Non-monetary benefts
HMO
STARTEK offers HMO coverage to all Regular employees (Agents and Specialists) after 180 days of continuous employment with the company. For Supervisors and above, STARTEK offers HMO coverage above upon hire.
STARTEK provides coverage for Employee and up to 3 Dependents. STARTEK will cover up to 2 dependents, the other 1 is deducted per pay period from employee’s paycheck.
Life Insurance STARTEK’s Life Insurance beneft is 100% company paid. Coverage is offered to all
Regular employees (Agents and Specialists) after 180 days of continuous employment with the company. Beneft is upon hire for Supervisors and above.
No Evidence Limit : Php 2,000,000
Note: For managers and directors, on a case to case basis, are required by the provider to go through medical examination to determine health status. If the employee fails to undergo medical exam the coverage will only be up to Php 2,000,000
Level Eligibility Room & Board MBL
Agents/ Specialists Upon Regularization Regular Private 100,000
Supervisors Upon Hire Regular Private 180,000
Managers Upon Hire Large Private 250,000
Level Eligibility Coverage
Agents/ Specialists After 6 months 500,000
Supervisors Upon Hire 1,000,000
Managers Upon Hire 3,000,000
WHY
STARTEK?
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Paid Time offs
Leaves are accrued starting date of hire which can be used after 180 consecutive days as a
STARTEK employee.
Leaves are accrued on the last day of the eligible pay period and available for use on the day after the said pay period’s payroll run has been completed. As an example: if the pay period ends on the 12th, the SL and VL balances will be forwarded to eWFM and available 7days after pay period ends. Please note that pay period varies every cut-off. An employee must be an active employee for the entire pay period before leaves are accrued. Any separation before the end of a pay period will eliminate accrual for the pay period in which the employee was separated.
Leaves are accrued only when an employee is actively at work and not on a leave of absence
(LOA).
Only accrued leaves may be applied and approved. Advance use of not yet accrued leaves is not allowed. In a given year, a total of 96 vacation and 96 sick leave hours may be accrued by employees.
All vacation leaves must be applied 72 hours before the intended date of leave. This type of leave does not count against the showrate.
Accrued unused sick leaves are converted to cash twice a year while accrued unused vacation leaves may be carried over to the following year up to a maximum cap depending on tenure.
Payment of sick leaves upon separation: When an employee resigns, STARTEK will pay the employee up to 40 hours accrued and unused sick leaves in the employee’s final paycheck, provided he/she gives 30-day notice as required in the employee handbook.
After Completed Period of Continuous Service
Accrued VLhours per pay period
VL Hours Accrued on an Annual Basis
Maximum VL hours that may be carried over
6 months to 2 years 4.0 96.0 24.0
2-3 years 4.0 96.0 48.0
3-4 years 4.0 96.0 72.0
4-5 years and above 4.0 96.0 96.0
VL ACCRUAL SCHEDULE FOR FULL TIME EMPLOYEES
WHY
STARTEK?
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13th month Pay
The law - Presidential Decree No. 851 - requires all employers to pay their employees, regardless of the nature of their employment and irrespective of the method by which their wages are paid, an equivalent to at least one (1) month of their wages as 13th month pay. To be entitled to 13th-month pay, these employees must have worked for at least one month during the calendar year.
The 13th-month pay, which the law requires to be paid not later than December 24 of each year.
13th month pay is equivalent to 1month salary if the employee completed 1year in the company and pro-rata if the employee joins middle of the year. Computation is based on number of days worked
(less LOA, prolonged leave, ML or unpaid leaves) divide by 365 days in a year multiply by the monthly basic pay.
Sample Pro-rata Computation:
Hire Date: March 1, 2014
Number of days from March 1 to December 31, 2014
= 306 days / 365 x 25,000.00 basic pay
= 20,958.90 – pro-rated 13,th month pay
Employee Stock Purchase Plan
STARTEK’s Employee Stock Purchase provides eligible employees (those who have one year of tenure with the company) with the opportunity to purchase STARTEK Inc. common stock at a discount to the market price of the stock on the date that such shares are purchased. Employees who enroll in the plan can elect to have 1-10% (in whole percentages) of their eligible cash compensation withheld from their Paycheck.
Statutory Benefits
Statutory benefts are those benefts which are required by law. STARTEK ensures that the company takes out the necessary deductions and remits both Employee and Employer contribution to the respective agencies.
• Social Security System – Monthly Employer/Employee contributions, Sickness
Benefit, Maternity Beneft, Disability Benefit, Retirement Benefits, Death
Benefit, Funeral
• HDMF (Pag-Ibig) – Monthly Employer/Employee contributions, Salary loans,
Housing loans, Provident Benefits Claim
• Philhealth – Monthly Employer/Employee contributions, Hospitalization subsidy,
Special benefit packages [Maternity, Infuenza A (H1N1 ) package, etc]
WHY
STARTEK?
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Rewards and Recognition
STARTEK rewards and recognizes performance and work attitude. Here are some of the rewards and recognition programs we have:
Brand Warrior Performance Awards – The “Brand Warrior Performance Awards” title is bestowed upon top performing employees per team and account. On a monthly, quarterly and annual basis, recognition and rewards and given to the performers of the account or the department dubbed as
Aztec and Samurai
Spirit of StarTek Award – an employee who has displayed the STARTEK principles is given recognition and reward (yes, in cash) on a quarterly basis. The winner also becomes the official nominee of the country to the company-wide Spirit of STARTEK Award.
Account Specific Incentives – each account through the sales champions, account heads and rewards and recognition champions created exciting incentive based programs for their top performers.
Incentives vary according to the nature of business and need. Daily, weekly, monthly and year incentives await the employees who have exceeded expectations. You’ll know more as you enter production. Employee Referral Program (ERP)
Our employees are our best recruiters! And we provide a bonus to employees who successfully refer new hires.
What is ERP?
• The Employee Referral Program is a way for StarTek employees to offer the opportunities available here at StarTek to their family and friends, with the added benefit of receiving monetary and/or non monetary incentives.
• It is one of the highest sources of hires of the company and is essential for supporting the organization’s growth.
Who can refer?
• All PH StarTek employees may refer but not all are eligible to the referral bonus.
The following are not entitled to the referral bonus:
- Directors
- Team leads/supervisors/managers who are involved in the recruitment process or have influence on the hiring decision
- Human Resources (HR) and Recruiting Team
WHY
STARTEK?
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Who can I refer?
• Friends or relatives who are at least 18 years old and at least a high school graduate. How to refer?
• Employees may refer through the ff. means:
1. ERP Form
2. Email
You may email the details of your referral to the respective email distros:
ERPMakati@startek.com
ERPOrtigas@startek.com
ERPAngeles@startek.com
Message should contain the ff. information:
• Name of Referral
• Referral Mobile Number
• Referral Email address (optional)
• Position referred for
• FULL Name of Startek Employee
• Program / LOB
• Employee Mobile Number
• Employee Email Address
• Name of Supervisor
WHY
STARTEK?
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3. Facebook
Log on to Facebook and search for StarTekPhilippines. Click on the StarTek
Referral tab. Fill out necessary details and hit send.
4. Ask referrals to directly walk-in to the Site
• Referrals must choose “Referral” as source and indicate the referring employee’s FULL NAME on their online application.
How much is the ERP bonus?
• ERP incentive is Php7,000.00 for each hired referral. The first payout is
Php2,100.00 which is given after the referral’s first month and the remaining
Php4,900.00 will be upon referral’s regularization date. Referral bonus is taxable.
WHY
STARTEK?
22
When will the bonus be credited to my payroll account?
• Referrals whose 1st month and regularization date fall between 1st to 15th: ERP incentive crediting will be on the 2nd payout of the current month
• Referrals whose 1st month and regularization date fall between 16th to 30th:
ERP incentive crediting will be on the 1st payout of the following month
Example:
1. For a referral whose 1st month is May 2nd, the 1st incentive will be credited on
May 28th, and the last portion on October 15th
2. For a referral whose 1st month is May 21st, the 1st incentive will be credited on
June 11th, and the last portion on November 12th
Referral’s First Month
Falls Between…
When will the bonus be credited?
How much will be credited?
1st - 15th 2nd payout of the current month
PHP 2,100.00
16th - 30th/31st 1st payout of the following month
PHP 2,100.00
Referral’s First Month
Falls Between…
When will the bonus be credited?
How much will be credited?
1st - 15th 2nd payout of the current month
PHP 4,900.00
16th - 30th/31st 1st payout of the following month
PHP 4,900.00
WHY
STARTEK?
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General Provisions:
• Both referring employee and referral should be active employees of the company at the time the bonus payment is made
• The referral bonus payout will be deferred if the referrer is on leave of absence.
Payment will be released when the employee is back from the leave of absence.
• The referral bonus will not be paid for a rehire employee.
• The Applicant Tracking System (ATS) being utilized by Recruitment is the sole basis for validity of referral and determines eligibility of payout.
• Verbal declarations during or after the recruitment process will not be honored.
• Same as the reapplication period of previous applicants, the holding period of indicated source in our ATS is set at three (3) months.
Examples:
An applicant applied on January 1, 2014 and indicated “Manila Bulletin” as his source but failed the recruitment process. He reapplied on April 22, 2014 as a referral and was hired. This will be considered as a valid referral.
• No employee is allowed to engage walk-in applicants or from other sources after they have reached the site with the purpose of converting them into referrals.
• Special bonuses/rewards may be granted depending on the recruitment season.
• Any funding for special/additional incentives will be determined on a case-bycase basis in partnership with other departments.
• The amount of referral bonus and eligibility are subject to change based on the business and economic needs of StarTek.
• StarTek has the right to withdraw the bonus credited to an employee due to technicalities or if found non compliant with the policies and procedures of the
Recruitment team and the Company as a whole. Penalty may also be implemented following the Handbook policies for any fraudulent acts, misrepresentation of the Recruitment Team and StarTek and misuse of their logos, materials or resources.
WHY
STARTEK?
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Career and Personal Growth
Here at STARTEK, we are committed to growing talent from within. We do this through:
Internal Promotions – all positions are posted internally and externally. This ensures that we look internally for talent as the company grows. We are delighted to share that we hire approximately 85% of new leaders from within, through our internal posting process. Refer to
Appendix B for details on our internal posting process.
Development Programs – Supervisors are given individual development plans so that they can reach their potential as leaders. We have development programs that develop our future leaders such as the Internship Program, Supervisor Prep Series, Operations Manager
(OM) Prep Series and Training Manager (TM) Prep Series. Please refer to Appendices C-F for details on these programs.
GROW YOUR
CAREER IN
WHY
STARTEK?
25
Internal job postings and transfers
Employees who have at least three (3) months tenure are eligible to apply for internal job postings. This tenure requirement may be revised depending on specifc job or account requirements.
The internal posting will indicate the basic qualifcations needed to apply for the post.
Make sure you keep yourself abreast with the latest job postings.
Focal Point Review
Focal Point Review (FPR) are conducted for probationary evaluation and annual review of performance. Between formal reviews, your rater may conduct interim reviews to document your progress. A performance discussion will be conducted by your rater wherein your performance results will be formally recognized and discussed.
Quality of Life
Our holistic approach to taking care of employees ultimately aims to provide them with quality of life. Here are some of the programs we have that provides an environment where employees can achieve that.
GIG’s – these are employee clubs representing the different interests and hobbies of e mployees. Membership is voluntary and all our companywide events and activities are done through the help of the GIG’s. Join one or two and meet friends within and outside your account and site.
Here are the initial GIGs you can join. Feel free to give feedback on the GIGs and their activities! WHY
STARTEK?
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Employee Perks – we partner with different organizations so that employees can get discounts and special rates. Ex. Gold’s Gym membership, restaurant discounts.
Employee Wellness Program – through the help of our on site clinics, we are able to provide employees with tips on how you can improve your overall health and general wellbeing. Refer to Appendices G-J for details on our Employee Wellness programs
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EMPLOYMENT
CLASSIFICATION
Probationary Employee
You are being hired as a probationary employee, which will be for a period of six (6) months.
Your immediate superior (ex. TL), will evaluate your performance monthly until you reach your
5th month of employment. You will be rated based on the Key Performance Indicators (KPI) of your program and your behavior while on probation. Upon successful endorsement of your immediate superior, you will become a regular employee.
If your immediate superior finds that you may be eligible for early regularization, he/she may evaluate your performance after your 4th month of employment. If you get a rating of above 3.0, you will be eligible for early regularization.
Here are the general standards used in evaluating your performance. The specifc metrics will vary per department / account so make sure that you are properly apprised.
Attendance & Punctuality
• You must be able to strictly observe scheduled workdays, work hours and break periods. You must be able to report to work regularly and on time. Frequent absences, tardiness or “undertime” is strictly forbidden.
Job Competence
• You must prove your knowledge and understanding of the nature, details and demands of your job. You must be able to demonstrate ease in learning the rudiments of your job and in understanding instructions.
Attitude
• You must demonstrate a sincere interest and enthusiasm in your job.
You must show a positive outlook towards the Company, its business, operations, beliefs and concerns. You must show willingness to learn and to overcome job diffculties. You must be able to perform your job with a positive attitude even while working under stress. This includes having the quality of initiative, responsibility and foresight.
Discipline
• You must be able to comply with the Company’s rules and regulations.
You must be able to show maturity in accepting criticisms and remarks regarding your work and attitude.
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EMPLOYMENT
CLASSIFICATION
Attitude towards co-employees and superiors
• You must be able to show respect to your superiors, co-employees and others in general. You must be able to work well with others. This includes the ability to cooperate and to work as part of a team.
Work Quality
• You must be able to prove to the satisfaction of the Company advanced skills, initiative and competence in your duties and responsibilities.
Regular Employee
Upon successfully meeting the STARTEK standards for regular employment, you will be qualifed for regularization. Once regularized, you will be entitled to all benefts given to regular employees, subject to the implementing guidelines set by STARTEK. You will also be governed by the same company rules and regulations as set forth in this handbook.
Project Employee
There are instances when the company requires the services of individuals on the basis of a particular project, with a specifed period of time. During these cases, STARTEK may hire project employees. Their employment will only be based on a particular project period, which may not lead to permanent employment with STARTEK.
*Transfers During Period of Employment
If business needs arise, employees may be transferred to another suitable position or account equivalent or comparable to his/her current position.
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OPEN-DOOR
POLICY
Here at STARTEK Manila, the OPEN DOOR POLICY is not just said; it is lived. We are all accountable in ensuring that everyone is given the opportunity to share inputs that will bring about positive change and create meaningful relationships. If you feel the need to speak to anyone in the STARTEK management team or the Human Resources Team, you are most welcome to do so.
Focus Group Discussions and Skip Level Meetings
The STARTEK management team and HR conduct focus group discussions and skip level meetings to gain knowledge about employee concerns, issues and suggestions. We encourage you to be candid and open during these meetings.
One on One with Supervisor
Supervisors or managers conduct regular one-on-one with direct reports as a venue to discuss goals, conduct coaching and get general feedback. Make sure you get the most out of these meetings, for your own development and individual success.
Town Hall Meeting
Town Hall Meetings are held every quarter and everybody is invited to attend. It is great venue to get organization and site wide updates from key individuals in the company. It is also a great opportunity for you to ask questions and give suggestions to the site leadership team.
Internal Communication
There are other ways you can get information on the latest and greatest about the company.
Check out the site bulletin boards, Portal, Intranet, Lawson, SharePoint and our STARTEK
Facebook, Twitter and Instagram page.
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CODE OF
CONDUCT
Dress Code
STARTEK is a reputable and professional organization. As a member of the STARTEK team, you are expected to dress in a professional manner, appropriate for a workplace environment.
Here is a breakdown of the STARTEK Manila Dress Code.
Prohibited on ALL days
Absolutely No Flip Flops
Short Skirts (more than 3 inches above the knee)
Shorts
Sweat pants
Midriff
Clothing with holes or offensive/vulgar content
Rubber Slippers
Halter/Tank tops
Head Gear
Work-out clothes
Skorts
Business Casual Dress Down
Mondays to Thursdays Fridays to Sundays and U.S. / Philippine Holidays
Male: Slacks, polo shirt, long sleeves shirt, leather shoes
Female: skirt, slacks, polo shirt, blouse, leather shoes, sandals (not slippers)
Jeans (no holes)
Denim Apparel
Sneakers
T-shirts
Capri/Cut-off pants
Leggings
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CODE OF
CONDUCT
Note: If in doubt whether or not an item is appropriate, DON’T WEAR IT.
If you report for work in violation of the dress code, you will be immediately asked to return home in order to change into appropriate attire. Hours consumed will not be paid and will be subject to the existing guidelines on attendance.
Dress down will be granted to employees whose shift starts on the following time slots, in Manila time: Friday 12:00am up to Sunday 11:59pm (hence, if a shift starts on a Thursday at 11:59pm, the dress code for Thursday will be followed and if a shift starts on a Monday at 12:00am, the dress code for Monday will be followed)
Attendance Policy
PURPOSE:
The purpose of this policy is to define Absenteeism and Tardiness guidelines for the company and to establish expectations for appropriate conduct related to attendance. STARTEK believes that occasional absences from work are unavoidable in conducting business. We also believe that the success of our company depends upon the contributions of each team member.
Unscheduled absences from work cause disruption to the work process and place additional burdens on fellow employees. STARTEK’s goal is to minimize unscheduled absences as much as possible. SCOPE:
The Attendance Policy applies globally to all STARTEK production employees in all countries and locations. In the Philippines, the Attendance Policy also applies to all other rank and file, hourly (non-exempt) employees. (See Section 1.6 for definition of production employee.)
DEFINITIONS:
1.1.1 An absence is defined as when an employee does not work 100% of his or her shift.
1.1.2 The following situations will not be addressed as an absence, but should be coordinated with the assistance of the employee’s immediate supervisor and human resources.
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CODE OF
CONDUCT
1.1.2.1 Pre-arranged, approved time off (PTO, SUTO or UTO)
1.1.2.2 Bereavement
1.1.2.3 Jury duty / Summons / Witness Services
1.1.2.4 Time off covered under any other approved Leaves of Absence
(i.e. FMLA, PLOA)
1.1.2.5 Voluntary Time Off / Mandatory Time Off
1.1.3 An unscheduled absence for multiple consecutive work days may subject an employee to corrective action, even though the employee calls and reports the absence each day. Each country has different policies regarding unscheduled absences. It is the employee’s responsibility to contact Human Resources to understand individual country policies and regulations and start the approval process to be considered for a Leave of Absence for any absence exceeding three
(3) consecutive days.
1.1.3.1 In PH, after 3 consecutive workday absences where the employee has called each day to report the absence, he/she is issued a return to work order (RTWO).
1.1.3.2 Unplanned absences should be only for occasional and unexpected events.
Employees who have unplanned absences on a cyclical basis (such as, calling in sick every Friday or every time your local sports team has a game) or have excessive unplanned absences without a legitimate, documented excuse (such as a valid doctor’s note), will be subject to corrective action, up to and including termination.
1.1.3.3 In the Philippines, unplanned full shift absences due to the illness or injury of the employee or immediate family member where the employee calls in to report the absence as required, will be handled as follows:
1.1.3.3.1 Unplanned sick leave absences for a full shift where the employee calls in to report the absence will be deducted from the sick leave balance in increments of 8 hours and will not incur occurrences provided the employee has a sick leave balance to cover the absence.
1.1.3.3.2 If the employee does not have available Sick Leave, the full shift will be unpaid and occurrences/points will be assessed. (This includes probationary employees who have less than 180 days tenure and who are not eligible for Sick Leave benefits).
1.1.3.3.3 If the employee fails to report the absence as required, the absence will incur points regardless of available sick leave balances.
1.1.3.4 In the Philippines, unplanned partial shift absences in the amount of 4 minutes and above (late to start, late from lunch, leaves early) for any reason, will be charged against available Vacation Leave credits and will also incur occurrences/points.
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1.1.3.4.1 Unplanned absences for a partial shift related to the illness/ injury of the employee or immediate family member, where the employee calls in to report the absence or leaves early with supervisor approval, will be deducted from the vacation leave balance and will incur occurrences even when the employee has a sick leave balance.
1.1.3.5 In the Philippines, pre-planned sick leave absences (scheduled 1-31 days prior to the absence) will be approved in increments of one hour or more and will not incur occurrences provided the employee has a sick leave balance to cover the absence.
1.2 Missed Shift
A missed shift consists of time not worked during a scheduled shift. This may include time missed at the beginning, during or end of shift.
1.2.1 Tardiness is defined as an employee reporting for work but not logged in at his/her assigned work station at the scheduled start time. Tardiness begins when an employee logs in to the work station (3) minutes past the scheduled start time.
1.2.2 Early Out is defined as when an employee leaves his/her work station before the end of the scheduled shift without Supervisor approval.
1.2.3 During Shift is defined as when an employee misses time during the scheduled shift, is logged out of the phone, and not available to do work (usually occurs when the employee is late returning from lunch/dinner break). During Shift missed work begins when an employee arrives to the work station (3) minutes past the scheduled login time.
1.3 No Call No Show (NCNS)
1.3.1 A no call no show is defined as an unscheduled absence in which an employee fails to call the Attendance Hotline, and notify his/her supervisor if also required, prior to the beginning of his or her scheduled shift. No call no shows directly impact the business’ ability to meet the needs of our clients and are therefore treated more stringently than other absences.
1.3.2 A no call no show absence of two (2) consecutively scheduled workdays will be considered voluntary job abandonment.
1.3.2.1 In PH, a no call no show absence of two (2) consecutively scheduled workdays will be considered absence without official leave (AWOL) and the employee is issued a return to work order (RTWO).
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1.4 No Call Show (NCS)
1.4.1 A no call show occurs when an employee does not call in advance as required to report a tardy but reports to work.
1.5 Shift
1.5.1 A shift is defined as the original shift minus approved time off.
• Example A: Original schedule is 8 hours with approved time off of 8 hours (either PTO or SUTO) = scheduled shift of 0 hours
• Example B: Original schedule is 8 hours with approved time off of 6 hours (either PTO, SUTO or combination) = scheduled shift of 2 hours
• Example C: Original schedule is 10 hours with approved time off of 8 hours (either PTO, SUTO or combination) = scheduled shift of 2 hours
1.6 A Production employee is an employee in training to be an “Agent”, an “Agent” in
ABAY, or another “Agent” job classification, including inbound, outbound and back office responsibilities. Some titles include, but are not limited to, Customer Service
Representative, Technical Support Representative, Consumer Sales Representative,
Account Support Representative, etc.
Point Allocation:
2.1. Each attendance occurrence is issued a point value. When an employee has an attendance occurrence, a point value is assigned as follows:
Absence Code Minutes-
From
Minutes-
To
% Shift Points
Missed Shift (tardy, during, early out) 0 3 50% 0
Missed Shift (tardy, during, early out) 4 60 50% 0.5
Missed Shift (tardy, during, early out) 61 120 50% 1
Missed Shift (tardy, during, early out) 121 1440 50% 1.5
ABSENT FULL SHIFT 100% 2
NCNS (No Call No Show) FULL SHIFT 100% 4
NCS (No Call Show) 4 60 50% 0.75
NCS (No Call Show) 61 121 50% 1.25
NCS (No Call Show) 121 1440 50% 1.75
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Point Value Corrective Action
3.1 An employee cannot accumulate more than twelve (12) points at any time.
3.1.1 When an employee accumulates three (3) points, a Verbal Counselling will generally be issued.
3.1.2 When an employee accumulates six (6) points, a First Written Counselling will generally be issued.
3.1.3 When an employee accumulates nine (9) points, a Final Written Counselling will generally be issued.
3.1.4 When an employee accumulates twelve (12) points, the employee will generally be terminated.
3.1.5 Points roll off after 365 calendar days.
3.1.6 In the U.S. and the Philippines, employees rehired within 90 days from termination retain the same point balance accumulated upon termination, including any earn back points. In the U.S. and the Philippines, employees rehired after 90 days from termination begin with a 0 point balance.
3.2 The table below lists the level of Corrective Action to be issued at the stated point values below:
TRAINING / ACADEMY BAY (ABAY) CORRECTIVE ACTION
4.1 Attendance policies vary by client training program/Academy Bay process. Each site may establish attendance policies specific to client/program attendance expectations. TRAINING / ACADEMY BAY (ABAY) POINT ALLOCATION
5.1 Point allocation for Attendance Policy violations may vary based on the specific attendance policies developed for training/Academy Bay program(s) within a site. Each
Action Point Allocation
Verbal Counseling 3 points
First Written Counseling 6 points
Final Written Counseling 9 points
Probable Termination of Employment 12 points
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client/training program specific policy will govern while the employee is in Training/
Academy Bay. Any points assessed during Training carry over to Production.
REPORTING ABSENCES / TARDINESS / EARLY DEPARTURES
6.1 Unscheduled absences, tardiness, missed time during shift or early departures must be reported directly by the employee to the Attendance Hotline. In addition, some locations require an employee to also report the absence to his/her immediate supervisor.
6.1.1 The employee is personally responsible for calling the Attendance Hotline to report an absence.
6.1.2 Employees taking time off under a pre-approved Leave of Absence (i.e. FMLA,
PLOA) are not required to call in each day to report the absence.
6.1.2.1 Employees absent on a pre-approved Intermittent Family Medical Leave
(FMLA) must continue to call in each day during the first hour of their shift for the absence to be coded as Intermittent FMLA.
6.1.3 Failure to comply with the absence reporting procedure is considered misconduct and may result in progressive counselling up to and including termination of employment.
PAY STATUS / UNPAID TIME OFF (UTO)
7.1 Employees may not request Unpaid Time Off (UTO) until the completion of the training/ academy bay period. Unpaid Time Off (UTO) is available to production employees only.
7.2 Non-exempt employees may schedule UTO in increments of one hour or more.
7.3 To request UTO, employees must contact their immediate supervisor or site Human
Resources Manager for instructions on how to submit a UTO request for time off.
7.3.1 All requests must be submitted and approved 24 hours in advance of the absence being taken and no greater than 180 days.
7.3.2 Requests will be evaluated and approved based upon various factors, including anticipated operational requirements and staffing considerations during the proposed period of absence.
7.3.3 Employees who are denied a UTO request but take the time off as unapproved may incur disciplinary action up to and including termination.
7.4 Scheduled Unpaid Time Off (SUTO) is added to the employee’s available SUTO bank at the beginning of each quarter.
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7.4.1 Two (2) days or sixteen (16) hours are pre-loaded at the beginning of each quarter for Full-time employees. Part-time employees are pre-loaded eight (8) hours at the beginning of each quarter.
7.4.2 The following are the dates in which SUTO is loaded to the employee’s SUTO bank: January 1, April 1, July 1, and October 1.
7.4.3 Any loaded Scheduled Unpaid Time Off (SUTO) that is not used during the corresponding quarter will be removed. SUTO will not carry from one quarter into the next.
7.4.4 SUTO is available only to production agents. SUTO is not available for employees in Training or A-Bay. Once an employee moves to production, the employee will receive 16 hours of SUTO time at the beginning of the quarter following their move into production. For example: An employee moves to production on August 12th, their 16 hour SUTO Bank will be available October
1st (the beginning of a new quarter).
POINT EARN BACK
8.1 In all locations except Canada, an employee will earn .5 (½) points for every 30 consecutive days without an absence, tardy, during shirt or early out occurrence.
8.1.1 In all locations except Canada, the credit amount cannot leave the employee with a point balance less than -3.
8.1.2 Only PTO/SUTO approved in advance is counted toward perfect attendance.
8.1.3 Approved LOA, Intermittent LOA and FMLA will not count as part of the 30 consecutive days for perfect attendance.
8.1.4 Program-specific earn-back opportunities may become available. Earn-back opportunities must be approved in advance by the Site/Account Director.
8.2 Point Earn Back is not available to employees while in the training/academy bay period.
BLACK OUT DAYS
9.1 Days may be declared as Black out Days if Operations or Workforce team’s call projections indicate that attendance during such days is critical.
9.2 During Black Out Days, coming to work becomes even more important, hence, failure to do so will require a medical certifcate from accredited HMO doctor/hospital upon return for work.
9.3 Failure to meet the medical certifcate requirement will constitute insubordination and will be subject to the corresponding sanctions.
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MEDICAL CERTIFICATES
10.1 Medical certifcates may be required due to the following:
10.1.1 Two days consecutive absences
10.1.2 Absence on a Black Out Period
10.1.3 Supervisor’s request
10.2 A medical certifcate is deemed valid if all of the following are met:
10.2.1 Issued by accredited HMO doctor or hospital
10.2.2 Certifcate indicates the doctor’s name, license number, clinic address, clinic hours, contact numbers
10.3 Failure to provide medical certifcate when needed constitute insubordination as it is an overt refusal to meet requirements set by STARTEK Manila.
10.4 Submission of a valid medical certifcate does not make an absence excusable from sanctions. This will be treated on a case to case basis.
ABSENCE WITHOUT OFFICIAL LEAVE (AWOL)
11.1 3 consecutive absences or 2 consecutive NCNS
11.2 AWOL is defned as failing to come to work after two consecutive NCNS.
11.3 The AWOL process is as follows:
11.3.1 If the employee has been NCNS for 2 consecutive days, the Supervisor informs and sends an electronic AWOL form to the Human Resources team.
11.3.2 HR then sends a Return to Work notice to the employee.
11.3.3 If an employee still fails to come to work or does not provide valid reason and documentation for being absent, a termination letter will be sent.
11.3.4 After which, HR informs the Supervisor of the date of termination and in turn the Supervisor sends the Universal Checklist (UCL) which formalizes the employee’s dismissal from STARTEK.
11.4 If an employee attempts to circumvent this policy by failing to come to work less than three days but in multiple occasions, Supervisors may request for investigation from the HR team, for insubordination and/or gross misconduct, which may lead to dismissal.
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LEAVE OF ABSENCE (LOA)
12.1 LOA is defned as leave of absence due to any of the following reasons:
12.1.1 Medical
12.1.1.1 Communicable diseases that pose high risk for other employees or to self
12.1.1.2 Maternity leave (regular – 60 days; caesarian – 78 days)
12.1.1.3 Battered woman leave
12.1.1.4 Severe or special medical condition/procedure resulting to hospitalization or temporary immobility
12.1.1.5 Special Leave Beneft for Women
12.1.2 Non-medical
12.1.2.1 Paternity leave
12.1.2.2 Bereavement leave
12.1.2.3 Solo-parent leave
12.1.2.4 Military Training leave - An employee shall not lose his position or suffer any loss of pay due to his absence in case he is called to undergo refresher training, mobilization, or assembly test or annual active duty training in the Armed Forces of the Philippines.
12.1.2.5 Extreme circumstances deemed valid by the VP for Operations
(ex. loss of habitat due to fooding)
12.2 You may apply for an LOA only upon exhausting accrued vacation (for non- medical) and sick (for medical) credits, except for maternity leave, battered woman leave, special leave beneft for women, paternity leave, bereavement leave, solo parent leave and military training leave.
12.3 LOA may be approved for the number of days that applicable law requires or, in the absence of applicable law, subject to the discretion of the VP for Ops.
12.4 Approval of the LOA is treated on a case-to-case basis and is not guaranteed.
Employees need to ensure that necessary documentation is provided and is subject for approval.
12.5 - 12.7 Application for medical LOA should be forwarded to the clinic while
Non-Medical LOA should be forwarded to HR Operations for review and approval.
Non Medical LOA beyond 30 days should be approved by the Ops VP.
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The following procedure will be followed:
12.7.1 The employee flls up the LOA form and attaches pertinent documents relating to the application.
12.7.2 The Supervisor reviews the application and the documents provided. Once the application is endorsed, the Department Head reviews the application and provides his or her endorsement.
12.7.3 Upon endorsement of the department, the form is given to the Human
Resources team for approval. Approved applications are given to the Director for Ops for final approval.
12.7.4 Upon final approval, HR sends a Universal Checklist (UCL). From the UCL, the
Supervisor informs the employee of the approval.
12.7.5 If the application is not approved, HR informs the Supervisor through e-mail.
The following LOA reasons are paid:
12.8.1 Bereavement leave
12.8.1.1 Three days bereavement leave is provided to employees who suffer death of an immediate family member, i.e., Single employees (parents, siblings and children), Married employees (spouse, parents, siblings and children).
12.8.1.2 The employee must provide the family member’s death certificate and attach it to the leave form.
12.8.1.3 If the family member is not an immediate family member but is considered the employee’s guardian, formal documentation of such relationship is required. If no formal documentation is provided, the leave may be approved but will not be paid.
12.8.2 Battered woman leave
12.8.2.1 Ten days battered woman leave is provided to a female employee who is a victim under Republic Act 9262 (Violence Against Women and
Their Children) at any time during the application of any protection order, investigation, prosecution and/or trial of the criminal case which shall cover the days that she has to attend to medical and legal concerns. 12.8.2.2 The employee shall submit to the HR team a certification the Clerk of
Court, as the case may be, that an action under the Anti-Violence
Against Women and Their Children Act of 2004 is pending.
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12.8.3 Solo-Parent Leave
12.8.3.1 Seven days solo parent leave is provided to qualifed solo parent who have rendered at least one year service. (pro rated)
12.8.3.2 Employees who are solo parents qualify if they present City Social
Welfare and Development Offce, to the Human Resources team.
12.8.3.3 A change in the status or circumstance of the parent claiming the benefts provided in RA 8972, such that he/she is no longer left alone with the responsibility of parenthood, shall terminate his/her eligibility for the Solo Parent Leave.
12.8.4 Paternity Leave
12.8.4.1 Seven days paternity leave is provided to married male employees, for up to 4 childbirths or miscarriages of his wife with whom the male employee is cohabiting.
12.8.4.2 The employee must provide his marriage certifcate and the child’s birth certifcate and attach it to the leave form. The HR team needs to approve the form before it is deemed final.
12.8.5 Special leave beneft for Women
12.8.5.1 Up to 60 days of paid leave may be granted to female employees who are required by a competent physician due to a surgical procedure resulting from a gynecological disorder.
12.8.5.2 In order to be approved, this must be applied in advance.
12.8.5.3 Female employees with at least 1 year tenure may avail this leave of absence. 12.9 The clinic will only accept and process LOA application forms that are complete with filled out application form, supervisor’s signature and attached medical documents.
12.10 Medical certificates are subject for validation and approval by the company Doctor and must contain the following:
- name of the patient/employee
- name, address, clinic hours and contact number of the medical practitioner - date and time of examination
- description of illness/diagnosis/disorder
- management from the attending licensed medical practitioner
- exact period of recommended sick leave/rest days
- name and signature of the attending medical practitioner in print with registered license number
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12.11 Altered or falsifed medical certifcates are automatically disapproved and considered a grave offense.
12.13 An employee may be called for some clarifications and may be rediagnosed by the medical team.
Please refer to Appendix K for details of the Medical MOA procedure.
FACILITIES POLICY
This items outlined here are standard processes on how to properly use STARTEK’s facilities in the Philippines. The implementation of this policy is mainly handled by the local Facilities department in close coordination with respective Department Heads.
1. Smoke-Free Workplace
STARTEK Philippines is a smoke-free workplace. Smoking inside company premises, including break rooms, rest rooms and the reception/lobby is not tolerated. This includes all kinds of materials and instruments used for smoking. The building has designated smoking areas that may be used for such purposes. By adhering to this policy, you are also showing respect towards co-employees who do not smoke or may have health related concerns.
1.1. Designated Smoking Areas:
1.1.1. Ortigas: building 2 side entrance and front of building 3 entrance
1.1.2. Makati: back of the building parking area with a tent provided.
Smoking is only allowed in the smoking area within slots 19 to 22.
Anyone caught beyond the said area by SM guards will be fined
P500.00 and P500.00 for throwing of butts on the floor. If caught by
Makati City enforcer – the fine is Php 1,000.
1.1.3. Angeles: basement and left side facing the building.
1.1.4. Iloilo: back of the building.
1.2. Reminders:
1.2.1. Note that everyone is subject to Republic Act No. 9211. Anyone caught by a public or duly appointed private officer shall be liable to their own actions.
1.2.2. Everyone must smoke only within the designated areas regardless of weather conditions, unless a specific announcement says otherwise.
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1.2.3. E-cigarettes are NOT classified as health products, thus its use is governed by Smoke-Free Workplace and Republic Act No. 9211 as per FDA Advisory 2013-008.
2. Personal Mail
Personal mail should be sent to the employee’s personal address. The receptionist will only entertain business-related mail. All non-business related mail will be immediately disposed off. STARTEK shall NOT be liable to any lose of personal mails sent to any STARTEK sites.
3. Company ID and Proximity Access
This policy reiterates the NO ID-NO ENTRY rule. Only STARTEK-issued lanyards (ID Lace) may be used by employees. A temporary ID may be issued by the Facilities team only during the following circumstances:
3.1. The employee does not have a company ID yet
3.2. The employee’s company ID has been stolen or lost (submission of an affidavit of loss is required)
3.3. The employee forgets to bring his or her ID and is given clearance by his or her Supervisor to secure a temporary ID for that day only. The temporary ID indicates a validity date. Expired temporary IDs will not be accepted by the guards-on duty, hence, the NO ID-NO ENTRY rule will apply. Temporary IDs must be returned after an employee’s shift and must go through the same requisition if needed the following day.
3.4. Do not write anything on, put stickers on your ID, and or any form of alteration that obstructs identification details. Proximity access to production areas is dependent on an employee’s department or account to ensure confidential information stays inside the specific work area. You are encouraged to utilize common areas in touching base with your friends from other accounts. Tailgating and piggy backing is not allowed.
3.5. Upon separation from STARTEK Philippines, the Company ID, lace and proximity card must be surrendered to Facilities Department for Clearance
Form to be signed. A replacement cost will be charged if you lose or damage the card. Vacate the issued locker on the same day. Items inside the locker after 2 days from the resignation date will automatically be disposed. The
Facilities Department is not liable of the said items.
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4. Personal Belongings
Employees will be provided with a locker where they may place their personal belongings.
The company will not be responsible for any loss or damage of personal belongings. Bringing these belongings to the production floor is prohibited. The use of someone else’s locker is prohibited. STARTEK is not liable to any losses resulting to sharing of lockers.
5. Headsets
Employees will be provided with their own headsets. Upon separation from STARTEK Philippines, headsets must be returned to IT. A replacement cost will be charged to the employee in case of damage or loss. For safekeeping, employees will be provided with either lockers, Lateral or Pedestals.
6. Pantry
Employees are welcomed to use the pantries; however, the following guidelines must be followed:
6.1. The refrigerators are cleaned every Saturday afternoon 1 pm. During this time, all items found in the refrigerator will be disposed of. No exceptions will be given.
6.2. In using the microwave ovens, the employee is responsible for cleaning any spillage caused by his or her use of the appliance. Do not put any metallic object inside like spoon or foil.
6.3. Employees may change the channels in the Pantry TV. Only English channels are allowed.
6.4. Since the pantry is in the production floor in Makati Site, it is expected that the “no cellular/mobile phone” policy applies in this area. For Ortigas,
Angeles and Iloilo sites, the pantry is outside the operations area so cellular phones are allowed.
7. Common Area or Employee Lounge
The common area or lounge is a conducive area to relax and interact with other employees. To maintain the cleanliness and integrity of the furniture and equipment in this area, the following guidelines need to be followed:
7.1. Only spill-proof mugs may be used to avoid spillage on the carpet
7.2. Candies, chips, and other pre-packed snacks such as the items sold in the
Vending Machines are allowed. Sandwiches, meals and other perishable meals are prohibited
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7.3. Use trash bins to dispose of trash (ex. Papers, candy wrappers) – practice
CLAYGO (Clean as You Go)
7.4. If there are reading materials and other leisure materials made available, feel free to use them only within the common area. Taking them out of the common area will be considered theft which has a corresponding sanction in the employee handbook.
7.5. Employees are not allowed to put their feet on the furniture.
7.6. Sleeping will NOT be allowed in the lounge. Please use the sleeping/resting quarters. 8. Internet Kiosk
The use of internet portals is on a first come-first served basis. Accessing pornographic sites and downloading files and or softwares are strictly prohibited. Employees are NOT allowed to disarrange the furniture in the lounge unless with proper approval. The PCs are designed to be used on a limited timeframe of 15 minutes to allow equal opportunity for other employees to use them. You may only extend using the internet if there is no queue.
9. Resting/Sleeping Rooms
9.1. We have resting/sleeping rooms in all sites designated for the use of female and male employees. The following guidelines will apply in the use of those resting/sleeping rooms:
9.2. Resting rooms may be used by STARTEK employees only. Visitors and family members are not allowed.
9.3. Employees will only be given a maximum of two (2) hours to use the quarters
IF there is a queue. If there is none, the employee shall be allowed to extend until another employee requests to use the quarters. The employee who extended will be asked to vacate the room to allow the next employee to use it. One may also extend usage if he/she is given appropriate approval from his/her corresponding Director due to special reasons such as, but not limited to OT. All employees must vacate the room during cleaning hours.
9.4. Female employees must use the female while male employees must use the male. 9.5. Only one (1) employee may use one (1) bed. Sharing of beds is strictly prohibited.
9.6. Silence is expected at all times. Mobile phones must be placed on silent mode.
9.7. Employees must bring their own pillow and blanket. Pillows, blankets and other personal items left in the bed will be immediately disposed of.
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9.8. Bags are not allowed inside.
9.9. Company is not liable for any loss of personal belongings brought inside.
9.10. Employees inside without proper authorization will be asked to leave immediately.
9.11. Cleaning schedule is posted on all resting room doors – please refer to these schedules as they may change depending on the need.
9.12. Reservation is strictly not allowed. If the supposed assigned bed is vacant for more than 10 minutes (as reflected in the log sheet), the bed will automatically be given to the next employee.
9.13. Procedure for use of resting/sleeping rooms:
9.13.1. Proceed to the reception area nearest to the resting/sleeping room.
9.13.2. Surrender your company ID and log in your name, account/department and signature on the log sheet.
9.13.3. You will be assigned a bunk bed number as indicated in the bed tag. Use only the bunk bed assigned to you.
9.13.4. After using the resting room, log out and sign on the log sheet.
9.13.5. Return the bunk bed tag and claim your Company ID.
10. Loitering
Loitering after an employee’s shift within the production area is strictly prohibited. One may stay at the Lounge to pass time provided he/she adheres to its proper use.
11. Parking Privilege
11.1. Employees who wish to avail the company’s non-reserved parking privilege must submit a photocopy of their driver’s license and the OR/CR of all the vehicles he or she intends to use, to Facilities. Upon submission of the required documents, he or she will be given a car pass which needs to be on the rear view mirror of the vehicle upon entering and while parked inside the building. An employee will be issued one car pass regardless of the number of vehicles registered with the
Company. In addition, he or she is expected to comply with the following:
11.2. Park only in the designated parking areas. Use of non-STARTEK parking slots is not allowed. Violators will be immediately reported to the Facilities Manager and will be penalized accordingly. (For the Makati Site, a fine of Php 1000.00 is imposed on the employee.)
11.3. All vehicles should be parked facing the wall. (For the Makati Site, a fine of Php
1000.00 is imposed on the employee.)
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11.4. The car should be parked within one designated space or slot only. Going over the designated slot or line may result in suspension of car pass. (For the Makati
Site, a fine of Php 1000.00 is imposed on the employee.)
11.5. Parking for more than 24 hours is strictly prohibited.
11.6. Parking premises shall be maintained clean and free from oil leaks. (For the Makati
Site, a fine of Php 1000.00 is imposed on the employee.)
11.7. Personal valuables remain the responsibility of the vehicle owner; hence, the company will not be liable for any loss or damage sustained in the parking area.
11.8. No car pass, no entry. Sharing or allowing other employees or nonemployees to use your car pass is strictly prohibited. Nonemployees who use employee’s registered car in STARTEK and park without official business to STARTEK is strictly prohibited.
11.9. Cost of replacement for car pass is Php 200.00.
11.10. Ortigas/Angeles employees who wish to use the parking slots in the Makati site are required to notify the Facilities Manager at least 2 hours before their expected arrival.
11.11. Parking in Makati Site: Upon entering, the SM guard will issue a slot number for your designated parking. Not following the slot number will be fined Php 1,000.
11.12. Motorcycles do not require a pass but must park on the designated area for motorcycles. ( For the Makati site, you must request a sticker from Facilities office) This is subject to change at the discretion of the Company. Violation of this policy will result to a corresponding fine/penalty and suspension of your parking privilege.
12. Paperless Work Environment / Clean Desk
12.1. Many clients require that STARTEK implement a clean desk policy. In such circumstances, each employee workstation must be clean and free from any item that can be used to record information, including, but not limited to: paper, writing tools, any device that can store data electronically, cellular mobile phones, digital music/recorder, and USB drives. Separate documentation may be provided and acknowledged for sites that fall under this policy. STARTEK and
Client Materials. A “cell phone pass” will be issued to the allowed employees approved by the respective operation director.
12.2. Employees are not permitted to remove client or STARTEK materials (including but not limited to STARTEK or client training documents) from the building unless there is a business reason to do so, approved by the Director of
Operations and/or Vice President for Operations.
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12.3. Posting of posters, signage, announcements and decors must be closely coordinated with the Branding/Creative and Facilities team to ensure proper placement. Only approved tapes are allowed (coordinate with Facilities on duty for the approved tapes). Fire extinguishers and other safety equipment should not be moved unless an emergency incident calls for its use.
12.4. Camera and smoke detectors should not be covered by any decors/materials on the ceiling.
13. Zero Tolerance Policy on Vandalism
To maintain the professional and clean appearance of our facilities, we are enforcing a zero tolerance policy on vandalism. Any form of vandalism will be construed as wilful disobedience and will be considered as a grave offense which may lead to termination.
14. TV Screens and Other Media Boards
Only the Creatives and Branding, IT and Facilities teams may configure and handle the TV screens and media boards in the production and common areas. A violation of this rule is considered unauthorized use of facilities and may result in disciplinary action up to and including termination.
15. Visitor Policy
15.1. Visitors are welcomed in the site, but their presence can be a distraction.
The presence of visitors may present security, safety and liability issues for other visitors, employees, and the facility. Visitors shall therefore mandated to adhere to the following guidelines:
15.2. Visitors entering the facility should use the site’s main entrance and should never be allowed to access the building through designated employee en trances. 15.3. Visitors must sign and register on the visitor log in the main entrance or reception area.
15.4. Visitors will be issued a visitor identification badge that is to be worn in a visible spot at all times and should be returned to the Receptionist or security staff or other designated STARTEK representative at the conclusion of the visit.
15.5. Visitors must be accompanied by a STARTEK employee at all times.
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15.6. Visitors must exit through established security checkpoint or main entrance or reception area if security checkpoint does not exist.
15.7. Visitors in the building outside the normal business hours should follow the procedure above to the extent possible. Employee must seek approval from their manager prior to allowing a visitor in the facility during non-business hours. 15.8. Visitor are Described as Follows
15.8.1. BUSINESS VISITORS will be required to follow the General Guidelines of this policy and should have a scheduled appointment.
15.8.1.1. Business visitors must remain in the main lobby or receptionist area until the employee is able to greet them and escort them to the meeting location.
15.8.1.2. Length of visit should be limited to the time necessary to conduct established business.
15.8.2. PERSONAL VISITORS will be required to follow the General
Guidelines of this policy and may or may not have a scheduled appointment. 15.8.2.1. Personal visitors shall remain in the main lobby or receptionist area until the employee is able to greet them and escort them to a meeting location in a non-production area.
15.8.2.2. Employee will be required to sign a waiver for children in the workplace if the child is under 18 years of age.
15.8.2.3. Building access will be limited to non-production areas.
15.8.2.4. Employee shall acquire a written approval from their manager before a personal visitor can access or tour the production area.
15.8.2.5. Length of visit should be limited to the time the employee is allotted for lunch or break or time needed to tour the facility.
15.8.3. OTHER VISITORS must sign the register or visitor log in the main lobby or receptionist area and generally will not have a scheduled appointment. 15.8.3.1. Other visitors should be encouraged to schedule an appointment if they do not have one.
15.8.3.2. Building access will be limited to the main lobby or reception area only.
15.8.3.3. Length of visit should be limited to the time necessary to schedule an appointment or notify visitor of STARTEK’s no solicitation/distribution policy.
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15.8.4. APPLICANTS will be required to enter and exit the building through the main entrance reception area or established security checkpoint and may or may not have a scheduled appointment.
15.8.4.1. Applicants should remain in the main lobby or reception area until the designated human resources representative is able to greet them and escort them to the testing or interviewing area. 15.8.4.2. Building access will be limited to the main lobby or receptionist area and testing or interviewing area.
15.8.4.3. Length of visit should be limited to the time necessary to complete application, testing, and interviewing procedures.
15.8.5. Contractor / temporary employees - must enter and exit through established security checkpoint or employee entrance if security check point does not exist.
15.8.6. Contractors will be required to follow the policies and procedures outlined by the company.
15.8.7. Contractors should be issued a temporary contractor’s identification badge and should return it upon completion of the project or assignment for which they were hired.
15.8.8. Concessionaires should be issued specific ID and lace.
16. Locker, Lateral, and Pedestal
The policies, procedures, and guidelines stated herein cover all lockers, laterals, and pedestals located on STARTEK Philippine sites, their users, and the personnel in-charge of maintaining these equipment.
16.1. Lockers
16.1.1. Definitions
16.1.1.1. Lockers - Assigned secure storage spaces within the site where employees can leave their belongings that are not allowed within the production area. Pedestals - Assigned secure storage equipment within the site where employees who aren’t normally given a locker can place their belongings.
These equipment are generally mobile (i.e. wouldn’t require special equipment to move around).
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16.1.1.2. Laterals - Assigned secure storage equipment within the site where common items and documents used by a department are stored. This equipment is generally stationary as they would require heavy lifting devices to move around.
16.1.1.3. Assignee - The employee or team assigned to a certain locker, lateral, or pedestal. Locks - Device used to secure a locker. As stated below in the guidelines locks that will be allowed are padlocks and combination locks.
16.1.1.4. Shackle - Typically the U-shaped loop of metal (round or square in cross-section) that encompasses what is being secured by the lock.
16.1.2. Procedures
16.1.2.1. Locker Issuance
16.1.2.1.1. The Training Team will send a list of employees who will be assigned lockers to the Facilities Team.
16.1.2.1.2. The Facilities Team checks available lockers and as signs them to the employees.
16.1.2.1.3. The Facilities Team sends back the list of employees with their assigned lockers to the Training Team.
16.1.2.1.4. The Training Team informs the employees of their locker assignments and reminds them to bring their own locks.
16.1.2.2. Locker Assignment Transfers
16.1.2.2.1. As a general rule, transferring of lockers is not permitted. This will only be permitted if there is a medical justification for the transfer, or when the user has been transferred to a different program pending the availability of the locker and is of the same site.
16.1.2.2.2. The employee’s supervisor sends a request to the Site
Facilities Team (Ortigas, Angeles, Iloilo Facilities or
Makati Facilities) with details of the request, including his/her present locker assignment and a copy of the medical certificate if the request is due to medical reasons. Medical certificate is subject for review by
STARTEK doctor.
16.1.2.2.3. The Facilities Manager/Facilities Assistant approves or denies the request.
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16.1.2.2.4. If the request is approved, the Security Team will send the new locker assignment to the employee’s supervisor. 16.1.2.3. Locker Audit
16.1.2.3.1. Lockers will be opened by the company on the following occasions – illegal usage of locker, locker audit, locker inspection, and safety/security threats.
They will be opened by the company with tools available to them (spare key, bolt-cutters, etc)
16.1.2.3.2. In cases of locker audits or locker inspections, the facilities team will post a reminder on the locker indicating the date and time that the locker will be audited. The assignee must vacate his/her locker before the date and time indicated; otherwise the facilities team will force open the locker.
16.1.2.3.3. In cases of threats to safety (e.g. bomb threat specifically identifying a locker; information a locker contains weapons or illegal drugs); the facilities team will alert local authorities and ask assistance in opening the locker. Depending on the case, the employee or his/her supervisor will be informed regarding this.
16.1.2.3.4. All items recovered from lockers during instances described herein will be documented and stored by the facilities team for a maximum of 3 days, after which the items will be properly disposed of. An employee whose locker was opened can claim his/her items within the said time frame else this will be disposed of.
16.1.2.3.5. All perishable items recovered from lockers during instances described herein will be documented after which the items will be properly disposed of.
Examples of such items are unpreserved food, drinks, wet cloth/ clothing, etc.
16.1.3. Locker Guidelines:
16.1.3.1. STARTEK makes lockers available to employees to facilitate the daily storage of their materials and items related to their employment. The company manages lockers to ensure
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responsible use of property and for the health and safety of individuals. STARTEK establishes rules, guidelines and procedures to ensure responsible use and to control the contents of its lockers. By utilizing the company’s lockers, the employee acknowledges and agrees; that locker use is a privilege and subject to immediate termination without notice and to such rules, guidelines and procedures established by the company from time to time, in its discretion.
16.1.3.2. Lockers within the sites belong to STARTEK Philippines, and thus care must be ensured in using them. Any repairs due to damage caused by the employee (negligence, violations to this policy, etc), shall be shouldered by the erring employee.
16.1.3.3. A limited number of lockers are available to employees and are issued on a first come, first served basis. An employee can be assigned only one (1) locker.
16.1.3.4. Lockers are for individual use only and are not to be shared.
Locker contents are the sole responsibility of the registered occupant of the locker.
16.1.3.5. The company is not in any way responsible for a locker’s contents or is liable for the loss of or damage to locks and items stored in lockers.
16.1.3.6. No person shall store in a locker: knives, guns, ammunition, weapons of any kind, explosives, prohibited drugs, pornography, illegal or illicit items or substances or other items deemed by the company to be harmful, offensive or inappropriate. 16.1.3.7. The company is entitled to and will, from time to time in its sole and unfettered discretion, open any locker, cutting any locks for that purpose with or without notice to the locker’s occupant and with or without the occupant being present, to search and remove its contents or inspect its condition. The company may in its discretion share the results of a locker search/inspection with the police authorities or other external bodies. 16.1.3.8. The company maintains the sole right and unfettered discretion to carry out specific and random searches/ inspections of locker contents. Such searches/inspections may be carried out with or without notice to the locker’s occupant and with or without the occupant being present.
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16.1.3.9. Storage of food in the lockers is not allowed.
16.1.3.10. Employees are to use only the lockers assigned to them by the company. Employees caught using other lockers without permission from Facilities will be issued a corrective action.
16.1.3.11. Locker vandalism is strictly prohibited
16.1.3.12. Bring only what is essential and personal belongings that fits the locker, luggage and big bags that do not fit the lockers are discouraged. 16.1.3.13. Umbrellas should NOT be hanged outside the lockers. Wet umbrellas, raincoats, clothing, other wet and dripping items are NOT allowed inside the lockers unless properly packaged in waterproof containers to prevent water from contaminating or damaging the lockers, its contents or contents of other lockers. Plastic bags will be provided from the guards on duty during extreme weather conditions to wrap the umbrellas and be able to keep it inside the lockers. Umbrellas that will not fit the lockers must be kept in the umbrella racks. The company is not liable to loss or damage of umbrella on the rack. Any violation of this policy will result to confiscation of the umbrellas. Food items with overpowering scent, and other similar items that will affect health and sanitation of the locker and the locker area shall not be allowed.
16.1.3.14. An employee will only be allowed to use the locker assigned to him/her. If a locker is identified to be occupied by someone other than the assignee, the locker will be forced open by the facilities team.
16.1.3.15. No stickers or labels other than those placed by the facilities team will be allowed on lockers.
16.1.3.16. Excessive decorations that overlap or obstruct locker identification details or other lockers will not be allowed on locker doors/locks.
16.1.3.17. Lock holes of the lockers are ¼ inches in diameter. As such, it is required that locks should have a shackle shaft diameter between 1/8 to 3/16 inches in diameter.
16.1.3.18. Only sturdy padlocks and combination locks are allowed.
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16.1.3.19. The locker assignee shall not share the key or lock combination to anyone. The combination of lock should be treated as a personal password. Thus STARTEK will not be liable to losses due to mishandling of these information.
16.2. Lateral and Pedestal Cabinets
16.2.1. Issuance
16.2.1.1. The employee sends an email request confirmed and approved by the Account Head or Director of Accounts to the Site
Facilities Team (Ortigas, Makati or Angeles) and the Procure ment Department for processing if there is a business case why they need one with details of the request, including what the lateral will be for, where it will be placed, and who would be accountable for the key.
16.2.1.2. The Facilities Manager/Facilities Assistant only approves or denies the request depending on the location.
16.2.1.3. If the request is approved, secure and sign an accountability form from the Security Team which in turn will issue the lateral to the requesting employee.
16.2.2. Audit
16.2.2.1. The audit of pedestals and laterals can be triggered by the following groups:
16.2.2.2. Department Head
16.2.2.3. Vice President of Operations
16.2.2.4. Facilities Manager
16.2.2.5. Human Resources Manager
16.2.2.6. Audit of laterals and pedestals can be both scheduled and random, depending on need. This document covers only the process on how the audit will be conducted by members of the security team.
16.2.2.7. Present during the audit should be the department head or his/her representative, and a member of the security team.
Other employees can also be present depending on the requirements of the audit.
16.2.2.8. The security personnel would bring a duplicate key of the pedestal or lateral, a logbook, and a camera. He/she will be the one to open the pedestal or lateral that will be audited.
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16.2.2.9. Upon opening, the security personnel will log all items found in the pedestal or lateral. He/she will also take pictures of the contents of the pedestal or lateral. These will be part of the audit results report that will be submitted after the audit.
16.2.2.10.Any illegal items will be immediately confiscated and turned over to proper authorities.
16.2.2.11.After inspection, the security personnel will lock the audited pedestal or lateral.
16.2.3. Guidelines
16.2.3.1. Laterals and pedestals within the sites belong to START
EK Philippines, and thus care must be ensured in using them.
Any repairs due to damage caused by the employee
(negligence, violations to this policy, etc), shall be shouldered by the erring employee.
16.2.3.2. Illegal items such as weapons, explosives, and prohibited drugs will not be allowed to be stored in the laterals and pedestals. 16.2.3.3. In case of lost key, owner is accountable and shall bear the cost to have the key duplicated
16.2.3.4. Wet cloths, clothing materials, food items with overpowering scent, and other similar items that will affect health and sanitation of the lateral/ pedestal and the area it is deployed will not be allowed.
16.2.3.5. An employee can be assigned only one (1) pedestal and/or one (1) lateral, depending on the employee’s rank.
16.2.3.6. Pedestals can be issued only to employees who are Team
Leaders, Managers, Directors, or Vice Presidents. Pedestals also, by default, are included in all Team Leader stations, and seats inside offices. Please note that this doesn’t mean a pedestal will be automatically issued to these employees.
16.2.3.7. 4-drawer laterals can be issued only to teams who would need to store items that are shared within members of their group. Examples of these items are BRJs, manuals, etc.
Examples of these teams are Team Leaders under an OM,
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16.2.3.8. By default large offices have 2-drawer laterals in them, unless they have been requested to be moved elsewhere.
16.2.3.9. An employee will only be allowed to use the lateral or pedestal assigned to him/her. The assignee can request the
Facilities Team to open the lateral or pedestal for them if they forgot their keys.
16.2.3.10.If the keys assigned to the employee are lost, he/she will be responsible in having the keys duplicated. He/she can request a copy of the key from the Facilities Team, and must return the key after 18 hours upon issuance.
16.2.3.11.No stickers or labels other than those placed by the Facilities
Team will be allowed on pedestals/laterals.
16.2.3.12.The keys should not be shared to anyone. In the case of laterals where there will be multiple users, if the key will be duplicated and given to more than one person, the requesting employee should give the names of the people who have keys to the Facilities Team
16.2.3.13.STARTEK Philippines, its management and its facilities management team will not be responsible for any losses or damages to the items of the assignees of the pedestal.
17. Security
17.1. The life of employees is of utmost importance thus STARTEK reserves the right to protect its Brandwarrriors through whatever allowable means necessary.
17.2. A Security personnel and or any duly appointed STARTEK representative may conduct random frisking or searching, or if presented with the need. Local authorities will be called upon for suspected or confirmed serious threats to security. 18. Gym or Exercise Area
STARTEK sites with Gyms or Exercise Facilities will be guided by the following policies:
18.1. Employees must first register or log to use the gym
18.2. Employees must be in proper gym or exercise attire in order to use the equipments. 18.3. Rowdy or inappropriate conduct during exercise will not be tolerated.
18.4. Employees who use the gym may use the Showers after.
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19. Shower Room
19.1. Shower rooms serve to complement the gym. Employees may take a bath or utilize the shower room to change cloths before and or after using the gym.
19.2. The shower rooms may also be used by employees for the following reasons:
19.2.1. During extreme weather conditions, employees may utilize the shower rooms to bathe, to dry themselves, or change of clothes.
19.2.2. If permitted for extended use of Sleeping/Resting Quarters due to reasons such as overtime, one may also use the shower room to freshen up before his/her next shift.
19.2.3. Other reasons given appropriate approval from management.
19.3. Employees who deliberately disregard the Facilities Policy or blatantly circumvent or manipulate the same for personal gains will be banned from using specific company facilities or asked to leave the premises.
20. Ads and Branding
20.1. All official advertisements must comply with STARTEK’s Graphic Standards.
Personal or 3rd Party Provider advertisements must go through appropriate approval before being posted.
20.2. The use of competitor logos or any form of branding within STARTEK facilities is prohibited. 21. Van Policy
21.1. Process:
21.1.1. Requestor should send an email request at least 24 hrs prior to reservation date during Weekdays and every Fridays (before the release of Van Schedule) for requests required the following week. Format below should be used in all requests. Email should be sent to designated executive assistant per site. After the van schedule has been released, same day requests will no longer be accommodated, unless such request is client related.
21.1.2. Executive Assistants will send an email confirmation within 24 hours from the date of request and will be plotted in the van schedule. Request sent over the weekend will be replied to on a Monday.
Date/Shift Time Client/Passenger LOB Location POC & Contact No. Purpose
Pick-up Drop-up Name Mobile
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21.1.3. Daily van schedule will be sent to email distribution lists Everyone
Angeles, Everyone Ortigas, Everyone Makati and Everyone Iloilo; Tues day to Saturday at 5:00am.
21.1.4. Van schedule will be printed and given to the drivers daily at 6:00am.
Drivers will have to strictly follow this schedule and will not entertain any additional requests not found in the printed schedule unless directed by any of the EAs.
21.2. GUIDELINES:
21.2.1. Reservation is on a first come first serve basis.
21.2.2. STARTEK van should be used for official business only. Other requests should have an approval from your respective Director such as hospital visit of an employee, wake visit and like.
21.2.3. STARTEK van should be used for site to site transfers only and no side trips allowed. NO pick-up and drop off in between sites.
21.2.4. Schedules are subject to be cancelled and changed without prior notice. Clients and corporate guests will always have to take precedent first in any undertaking since they are our guests.
21.2.5. For van reservations for trips to Makati-Ortigas-Angeles and vice versa for non-corporate guests are subject to the van’s availability. Schedule will be plotted accordingly to maximize van usage. Requestors are en couraged to join the existing plotted schedule.
21.2.6. For all out of town and team building reservation-- Gas, toll fees and meals for the driver should be shouldered by the requestor. Regardless if it’s just a pick up or drop off, you need to provide an amount for a two way trip. For reference please see this link: Gas & Toll Fee 2014
21.2.7. For van reservations for a big group, please provide a POC that the drivers can contact should there be any sudden changes to the van schedule. 21.2.8. Requestors should be on time. Drivers will only be instructed to wait for a maximum of 15 minutes. After this time, drivers will proceed to their next scheduled destination.
21.2.9. Cancellation of trips should be called immediately to the EA and to assigned Driver before the time schedule to save time and gas.
21.2.10.Angeles trip passengers would initially need to shoulder toll fees and could present the receipts to any of the EAs for reimbursement.
21.2.11.Overtime of drivers rendered during Team Building’s scheduled on a
Saturday or Sunday (driver’s rest days) will be charged under requestor’s account.
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VISITOR POLICY
General Guidelines
Visitors are welcome in the site, but their presence can be a distraction. The presence of visitors may present security, safety and liability issues for the visitor, employee and the company therefore visitors should adhere to the following procedure:
• Visitors entering the facility should use the site’s main entrance and should never be allowed to access the building through designated employee entrances. • Visitors must sign the register or visitor log in the main entrance or reception area. • Visitors will be issued a visitor identifcation badge that is to be worn in a visible spot at all times and should be returned to the Receptionist or security staff or other designated STARTEK representative at the conclusion of the visit.
• Visitors must be accompanied by a STARTEK employee at all times.
• Visitors must exit through established security checkpoint or main entrance or reception area if security checkpoint does not exist.
• Visitors in the building outside the normal business hours should follow the procedure above to the extent possible. Employee must receive approval from their manager prior to allowing a visitor in the facility during non-business hours.
BUSINESS VISITORS will be required to follow the General Guidelines of this policy and should have a scheduled appointment.
• Business visitors must remain in the main lobby or receptionist area until the employee is able to greet them and escort them to the meeting location.
• Length of visit should be limited to the time necessary to conduct established business. PERSONAL VISITORS will be required to follow the General Guidelines of this policy and may or may not have a scheduled appointment.
• Personal visitors should remain in the main lobby or receptionist area until the employee is able to greet them and escort them to a meeting location in a non-production area.
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• Employee will be required to sign a waiver for children in the workplace if the child is under 18 years of age.
• Building access will be limited to non-production areas.
• Employee must receive approval from their manager before a personal visitor can access or tour the production area.
• Length of visit should be limited to the time the employee is allotted for lunch or break or time needed to tour the facility.
OTHER VISITORS must sign the register or visitor log in the main lobby or receptionist area and generally will not have a scheduled appointment.
• Other visitors should be encouraged to schedule an appointment if they do not have one.
• Building access will be limited to the main lobby or reception area.
• Length of visit should be limited to the time necessary to schedule an appointment or notify visitor of STARTEK’s no solicitation/distribution policy.
APPLICANTS will be required to enter and exit the building through the main entrance reception area or established security checkpoint and may or may not have a scheduled appointment.
• Applicants should remain in the main lobby or reception area until the designated human resources representative is able to greet them and escort them to the testing or interviewing area.
• Building access will be limited to the main lobby or receptionist area and testing or interviewing area.
• Length of visit should be limited to the time necessary to complete application, testing, and interviewing procedures.
CONTRACTOR/TEMPORARY EMPLOYEES - must enter and exit through established security checkpoint or employee entrance if security checkpoint does not exist.
• Contractors will be required to follow the policies and procedures outlined by the company.
• Contractors should be issued a temporary employee identifcation badge and should return it upon completion of the project or assignment for which they were hired.
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Electronic Communication Policy
The purpose of this policy is to define the appropriate use of internet, e-mail, voice-mail and computer usage. These resources are intended for employees to use in performing their job; therefore, all documents and files are the property of the company. All STARTEK Manila employees are also responsible for reading and reviewing all applicable IT Systems and
Securities Documents. All documents are housed in the IT section of the STARTEK Intranet www.intranet.STARTEK.com. We are all responsible in ensuring the integrity and security of STARTEK Manila equipment we use. Hence, failure to abide by the provisions of this policy will be considered a grave offense, which may result in disciplinary action, up to and including termination.
Instances of violation to this policy are, but not limited to, the following:
• Sending confidential or proprietary information to unauthorized persons;
• Illegal activities, like identity theft, fraud, or insider trading;
• Storing, accessing, or distributing pornographic files or accessing sites that promote violence or terrorism;
• Writing or displaying offensive language or images;
• Using the network for personal business and/transactions;
• Using Company computers or other electronic devices for hacking or cracking purposes; unauthorized access into or interference in a computer system/ server/ information and communication system;
• Producing, using, possessing, or trafficking one or more counterfeit access devices with the use of Company computers, electronic devices, equipment, or tools;
• Tampering with server/network configurations, changing server/network rights of users, creating unauthorized user accounts on the server/network, or any related acts of breach of confidentiality;
• When explicitly prohibited by the group/program in which you belong – bringing cellular phones, diskettes, flash or thumb drives, storage discs, MP3 and its varieties, IPOD and its varieties, Bluetooth, infrared instruments, camera, writing pad, or any similar storage devices inside the production floor at anytime;
• Storing non-business related flies such as MP3, video files, pictures and program installers in network shares;
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• Any unauthorized use of the devices, includes personal use thereof.
The following are covered by the Electronic Communication Policy:
Unauthorized Use:
Under no circumstance may the company network, voice-mail, computing resources or other electronic devices including, but not limited to, PDA’s and Blackberry’s, be used for any of the following purposes:
The transmittal or downloading of material that is in violation of the company guidelines or otherwise is offensive, pornographic, obscene, profane, discriminatory, harassing, insulting, derogatory, or otherwise unlawful.
b. Disseminating or storing commercial or personal advertisements, solicitations, promotions, destructive programs (viruses or self-replicating code), political information, or any other unauthorized material.
c. Circumventing existing security controls to damage the integrity or disrupt the use of the company information resources.
d. Using the company resources to conduct outside business ventures.
e. Disclosing confidential or restricted information to unauthorized personnel.
f. Performing illegal activities, including gambling.
g. Downloading and/or using software that has no business purpose, such as games. h. Personal use of email during hours of work
i. Online note pad
j. Network gaming, games
Any questions regarding the use of electronic equipment to include computers, software downloads, internet usage, e-mail, voice-mail, PDAs, cell phones, etc., should be referred to your IT Specialist, Ops VP, or HR Director.
Security
Employees may receive various login accounts to different parts of our network to allow them the ability to perform their jobs while employed at STARTEK Manila. These login identification codes, long distance access codes, e-mail logins and passwords are to be protected and are not to be given out to anyone except as deemed necessary by management.
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• When employees leave their computers unattended they need to either log off the computer or lock the screen so that no one else can access or view their e-mail or files.
• Employees must receive prior authorization from the Country Manger, HR
Director or IT Manager if they wish to use writeable devices such as CD’s or
USB jump drives. Employees will be responsible for the integrity and security of the data copied.
Personal Use
Incidental and occasional personal use of e-mail, internet, phones/voice-mail is permitted; however, employees should be aware that these messages will be treated the same as business messages and subject to review at any time without notice. Employees have no expectation of privacy when using any STARTEK electronic device or system. Personal use of the
Internet is prohibited during a time when the employee is on the clock and is in a work mode
(non break periods).
Computer Usage
Employees are indirectly responsible for the ongoing integrity of STARTEK’s computer data and computer security system.
• Software/Games - Employees will only use company authorized and use of personal software or the playing of games on company provided computers is prohibited. The one exception to this policy is where you customers, this will need to be in writing and approved by a supervisor. There will be a letter on file with the Director of Information Technology of those software packages that a STARTEK customer has given us authority to use and reproduce for in-house use.
• Employees should not have an expectation of privacy in anything they create, store, send, or receive on the company’s computer system.
• STARTEK reserves the right to review or monitor any data at any time on the company’s computer system.
Internet
Certain employees may be provided with access to the Internet to assist them in performing their jobs. The Internet can be a valuable source of information and research.
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• Without prior notice, the company may review or monitor material viewed, downloaded or copied from the internet via the company’s network.
• Employees should not participate in chat-rooms without prior approval from the appropriate Site Director or HR Manager.
• Employees are prohibited from posting STARTEK information on the internet via any means.
Phones/Voice-mail
STARTEK has phone mail systems for the purpose of conducting business with other employees and with outside customer-related businesses.
• Only company issued phones are allowed in production areas.
• Voice-mail should not be forwarded to external phone systems without prior approval from the Ops VP.
• Employees that have access to phone mail will be held accountable for all phone mail messages that they transmit and store in their phone mailboxes.
• Without prior notice, the company may review or monitor any messages created, stored, sent, or received on its phone-mail system.
• Your phone mail can hold up to a total of 20 unheard and saved messages, it is recommended that you check for messages at least 4 times daily. In the event that you will be gone for an extended period of time, i.e. company trip, PTO, sickness, etc., it is your responsibility to make arrangements so that your phone mail will be maintained.
E-mail
E-mail can be an excellent means of communicating with other employees, our customers, clients, outside vendors and other businesses. STARTEK has e-mail systems solely for the purpose of conducting business with other employees and with outside customer-related businesses. Employees are not permitted to use the e-mail system for personal or private messages. E-mail or phone mail is not to be used as a vehicle for personal arguments among employees. It is against company policy to transmit non-business related material via e-mail.
Mail messages that are transmitted and/or stored in their e-mail/Phone mail boxes. In keeping with this intention, STARTEK maintains the ability to access any messages left on or transmitted over the system.
If you are issued an e-mail account, it is your responsibility to assure that you read your incoming e-mail messages on a daily basis. In the event that you will be gone for an
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extended period of time, i.e. company trip, PTO, sickness, etc., it is your responsibility to make arrangements so that your e-mail will be maintained.
Weblogs and Related Online Communication
An area of growing concern to many employers is the proliferation of online journals and weblogs (“blogs”), through which employees publish information about workplace issues.
STARTEK does not prevent employees from voicing their opinions on blogs or in any other format, provided that such employees exercise their reasonable judgment to prevent any harm to STARTEK, fellow employees or potential applicants. Employees must observe the following restrictions when discussing information pertaining to STARTEK, whether such discussions are published via websites, on blogs or otherwise.
First, all Company policies with regard to confidentiality apply to online communications.
That an employee is not physically present at STARTEK’s facilities or is not using Company technology does not excuse any breach of confidentiality. Before an employee publishes, uploads, or disseminates any information related to his or her employment at STARTEK, such employee should carefully consider whether such information is protected by
STARTEK’s confidentiality policy or any other Company policy or legal restriction.
Second, because STARTEK’s mission is to serve the clients, it is critically important that all employees refrain from activities that may damage STARTEK’s reputation in the community.
Before making any communications which may be employed with STARTEK, employees should carefully consider whether such communications could be interpreted in such a way as to damage STARTEK’s reputation. At no time and under no circumstances should an employee state or imply that he or she is speaking on behalf of STARTEK unless given express authorization to do so by permission at the Vice President Level of the
Organization. Employees are encouraged to seek guidance from a member of management if they have any doubt as to whether either of these restrictions applies in a given set of circumstances. When an employee chooses to publish information on a blog, website, or in any other format, such employee will be held responsible for the consequences.
Discipline up to and including termination may result from any communication that could result in disclosure of any confidential information or that could damage the public reputation of STARTEK or any affiliated entity.
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Employees who choose to blog anonymously are equally responsible for complying with this policy. Employees who reveal confidential information or damage STARTEK’s reputation through blogging or other communications are responsible for such conduct regardless of whether they do so anonymously. By accepting employment with STARTEK, all employees agree to cooperate in any company investigation of any violation of this policy, and to answer truthfully all company inquiries in the course of such an investigation.
No-Tape Recording Policy
Constructive and open communications between employees at all levels is important to maintaining a constructive work environment. The recording of conversations tends to inhibit this free-flow of communication and disrupts STARTEK operations.
To assure the clear communications and to prevent disruption in the workplace,
STARTEK prohibits the recording, whether by tape or otherwise, of conversations between employees and their peers, including all members of the leadership team. This prohibition extends to conversations between employees at all levels.
The following are exceptions to STARTEK’s No Recording Policy.
• The recording of customer phone calls or other calls that come in through our customer phone systems for quality assurance, security, or training purposes.
• The recording of calls into the STARTEK sick line for documentation purposes.
• The recording of administrative hearings as seen necessary.
Fraud Prevention
Toll fraud and hacking of networks are a reality in both the business and private sectors of our world. We cannot totally prevent this from happening but we can make our voice and data networks unappealing to outside intruders.
Anti-Fraud Policy
Fraud is any act, omission or concealment, which involves a breach of duty, trust or confidence.
It includes, but is not limited to, the unauthorized use of computer systems, customer data, or company resources. It constitutes anything irregular or illegal which amounts to deceit. The
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act need not be consummated to constitute fraud; preparatory acts are covered by this policy.
Fraud cases may involve, but are not limited to the following:
• Wire transfer theft;
• Identity theft. Examples: 1) Logging in to other employees’ payroll accounts or PC; 2) allowing others access to your payroll account or PC.
Export Personal or Financial Information out of the company;
• Theft of services or merchandise;
• Forgery or alteration of any document or client/customer account;
• Forgery or alteration of a check, bank draft, or any other financial document;
• Misappropriation of funds, securities, supplies or other company assets;
• Impropriety in handling or reporting of money or financial transactions;
• Destruction, removal or inappropriate use of records, furniture, fixtures and equipment of STARTEK Manila;
• Time card fraud – misrepresentation of time worked;
• Applying credits inappropriately;
• Purchasing equipment and/or accessories inappropriately;
• Participating in transactions that are not standard procedures;
• Using confidential customer information;
• Sharing information that should be treated as confidential;
• Compromising or using user IDs or pass codes in a fraudulent manner
(ex. Logging in or allowing others to log in to your payroll account or computer); • Compromising customer information and/or concerns;
• Copying, writing down or in any other way duplicating customer data;
• Obtaining supplies or materials on fraudulent orders or connection collusion with principal violators of the same either as a conspirator or as an accessory or an accomplice;
• Unauthorized commission, i.e., accepting directly or indirectly any sum of money, benefits in kind, unauthorized commission, offer or connected with the discharge of the employee’s official duties. This also includes granting of such commissions;
• Solicitation of any nature, which is not approved by the Country Manager and the HR team.
• Falsification of expenses, i.e., any act of dishonesty or attempt to other document upon which reimbursement is based on collecting said expense, making it appear an amount bigger than what was actually spent or disbursed; 69
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• Performing certain acts binding STARTEK Manila or entering into transaction with any person, banking institution or any corporation involving the company of its interest without authority or in such manner, as it would constitute grave abuse of authority or discretion and contrary to company policy; • Abuse of position in STARTEK Manila to gain profit or advantage from the
Company or from persons;
• Attempted, frustrated, or consummated theft or robbery of company property or property belonging to another person or employee within company premises.
Acts relating to, but not limited to the above-mentioned are considered grave offenses and may result in disciplinary action, up to and including termination. Let us keep STARTEK fraud-free. If you know or suspect a STARTEK employee of committing fraud, it is your responsibility to report it to the Human Resources Team.
Confidentiality
Employees must maintain the privacy of confidential information entrusted to them by the
Company or its customers, except when disclosure is authorized by the Chief Executive
Officer or required by laws or regulations. Confidential information includes all non-public information that might be of use to competitors, or harmful to the Company or its customers, if disclosed. It also includes information that suppliers and customers have entrusted to the officers and representatives of the Company.
The obligation to preserve confidential information continues even after employment.
No Solicitation/ No Distribution Policy
Solicitation and distribution of literature by non-employees within company premises is prohibited. Solicitation by employees should be approved by the account leaders and site Human
Resources Manager. Solicitation must be done with the assistance of the supervisor after securing approval.
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Distribution of non-company related literature by employees within company premises must have permission from Human Resources Manager. Distribution will only be allowed within specific areas such as pantry, common area, and lounges.
Gifts and Gratuities
Officers and representatives of the company must not in any way take advantage of the vendors of the company. Cash gifts or its equivalent must never be accepted by any officer or representative of the company. Commission from sales is likewise prohibited to be accepted by employees of the company may it be in a form of goods or cash.
Any gift or gratuities in a form of goods or services more than PhP 2,000.00 by the vendor must have approval of the department head (Director or VP) before accepting it. Any item given or service provided must not be construed as bribe or payoff and doesn’t violate any laws or regulations of the company.
Personal Financial Transactions
Employees are cautioned against entering into financial transactions with their co-employees and/or the latter’s third party referrals. Matters pertaining to borrowing/ lending money and the like are personal in nature. Hence, the company cannot meddle nor is liable should any regrettable occurrences arise from these kinds of arrangement.
With numerous cases of fraudulent dealings, we encourage everyone to practice prudence in their decision making before getting involved in any agreement.
Workplace Relationships and Employment Policy
The purpose of this policy is to provide guidelines for employment of spouses, relatives, and other persons involved in personal relationships with current employees. Employment of spouses, relatives, and persons involved in other personal relationships in the same area of an organization can cause serious conflicts of interest, problems with favouritism, and can affect employee morale. Spouses, relatives, and persons involved in personal relationships with current employees will be considered for employment on the same basis as all other applicants, except under certain conditions as described in this policy. For the purpose of this policy, relatives including but not
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limited to; spouse, common-law spouse; child, stepchild, legal dependent; parent, step-parent, parent-in-law; sister, step-sister, sister-in-law; brother, step-brother, brother-in-law; aunt, uncle, grandparent, grandchild, niece, nephew, cousin. Personal relationships including but are not limited to those involved in dating relationships.
• Because it may be difficult to disclose all personal relationships, the company reserves the right to determine whether a familial or personal relationship exists between individuals and whether this relationship proves to be difficult for STARTEK in implementing this policy.
• Hiring and all other employment decisions concerning family members and persons involved in personal relationships are at the discretion of the
Human Resources department.
Employment of Spouses
Employees who are married or involved in a common law relationship may continue employment as long as the following situations do not exist:
• One spouse would supervise the other or be in a position to exercise authority to appoint, dismiss, or discipline the other spouse or to influence a term or condition of the spouse’s employment.
• One spouse would audit, verify, receive, or be entrusted with money handled by the other spouse.
• One spouse has access to confidential information including but not limited to payroll and personnel records.
• The relationship creates an appearance of an actual or potential conflict of interest. Employment of Other Relatives or Parties Involved in Personal Relationships
Relatives or parties involved in a personal relationship may not work in a position where one of the following conditions exists:
• One individual would be involved in the processing of the other’s work.
• One individual would audit, verify, receive, or be entrusted with money handled by the other person.
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• One individual has access to confidential information including, but not limited to payroll and personnel records.
• One individual would supervise the other or be in a position to exercise authority to appoint, dismiss, or discipline the other individual influence a term or condition of the other individual’s employment.
• Either an actual or a potential conflict of interest would be created.
• In other cases where a conflict or the potential for a conflict arises, even if there is no supervisory relationship involved, the parties may be separated by reassignment or termination from employment.
Employment of Human Resources
Members of Human Resources are prohibited from engaging in personal relationships with any employee throughout the organization.
Fraternization
All employees in a leadership role or any role where an employee may supervise the other or be in a position to exercise authority to appoint, dismiss, discipline, audit, verify, or access personal information on another employee should use discretion when attending social gatherings outside of the workplace where other STARTEK employees may be present, particularly where alcohol is served. Behaviour, discussions, and interaction in such circumstances must not interfere with the integrity of employees, the integrity of the workplace relationships, and must not violate any other STARTEK Policy including the Code of Ethics, Confidentiality, or the Harassment Policy.
Resolution Procedure – Enforcement
Should one of the conditions exist, the Site Human Resource Manager will assist in finding a suitable position within the company to which one of the employees may be transferred.
If a transfer is not feasible within 90 days, one of the employees must sever employment.
The company may determine who from them must exit STARTEK. If the employees would not agree, the company may decide based on any or all of the following categories: qualifications, length of service, prior performance, and availability of position.
If a manager, supervisor, or other person of authority becomes involved in a relationship with a subordinate, even if the subordinate is not a direct report, the relationship must be reported to the Human Resource Department to determine if a conflict of interest exists.
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Outside Employment
An employee may hold a job with another organization as long as he or she satisfactorily performs his or her job responsibilities with this organization and is not a direct or indirectly competitor of STARTEK. Employees should consider the impact that outside employment may have on their health and physical endurance. All employees will be evaluated by the same performance standards and will be subject to STARTEK’s scheduling demands, regardless of any existing outside work requirements.
If STARTEK determines that an employee’s outside work interferes with performance or the ability to meet the requirements of this organization as they are modified from time to time, the employee may be asked to terminate the outside employment if he or she wishes to remain as an employee of STARTEK.
Outside employment will present a conflict of interest if it has an actual or potential adverse impact on this organization.
Inter-site Transfer Policy
This document provides a standard process and agreed upon guidelines on how to manage inter-site transfers of employees. It is mainly handled by the Human Resources department in close coordination with the site-specific Operations and Support teams.
Employee transfer is a type of employee movement, whether it pertains to a change in position, site or department. This may be temporary or permanent.
Types of Employee Transfer
a) Company-initiated Transfer – This occurs when the company assigns an employee to a different site for a specific purpose (ex. Training, Account launch) that may be temporary or permanent.
b) Employee-initiated Transfer – This occurs when the employee requests to be transferred to or applies for a promotion in another site. In this type of transfer, the employee is required to qualify for transfer/promotion and seek approval of both current and hiring managers, and of the Human Resources.
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Financial Assistance
Financial assistance may be granted to employees whose transfer is company-initiated.
This may vary from the site, location, and position. Please refer to the Relocation
Assistance Policy.
Site Tenure Requirement After Transfer/Promotion
During employee-driven transfers, employees need to earn at least 6 months tenure on one site before he/she can apply for transfer to another site. This is subject to change depending on business need and/or the requirements of the Hiring Manager.
Procedure
The existing policy on Internal Postings and Transfers will be followed.
Company Clinic
Basic medicines for immediate relief of headache and other physical conditions may be requested from the clinic. Please note that these are meant for immediate relief and not to supplement medication or treatment. Consultation with the company nurse may be done on your scheduled breaks. Going to the clinic outside of your break schedules will be considered personal time, hence, will not be paid. If the nurse recommends that you are not fit to stay at work due to your medical condition, you will be advised to go home and recuperate accordingly. You will be required to sign a waiver releasing the company from any liability if you refuse to go home or be transported to another medical facility to seek further medical treatment.
English Only Policy
The English Only Policy supports an environment that highly encourages English as the language of communication of STARTEK. While within company premises, we are all required to communicate in the English language, most especially in business correspondence like e-mail, business reporting, meetings, and customer interaction.
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Drug Free Policy
Drug use is highly detrimental to the safety and productivity of employees in the workplace. No employee must be under the influence of any illicit drug while in the workplace. Pursuant with the policy of the State to promote drug free workplaces and in compliance with Section 47 of Republic Act No. 9165, STARTEK enforces this policy.
You are required to cooperate and comply with this policy for the safety and protection of your personal well being, of your families, co-employees and society.
Strict compliance with this policy is made a condition for continued employment.
Refer to Appendix M for details of this policy.
Anti-sexual Harassment Policy
STARTEK is committed to maintaining a professional work environment in which all individuals are treated with respect. Accordingly, STARTEK does not tolerate any form of discrimination, harassment, retaliation, joking remarks or other abusive conduct by or against employees, contractors, clients, candidates, vendors, third parties or any other individuals who conduct business with STARTEK because of their race, color, sex, religion, national origin, age, disability, sexual orientation, marital status, citizenship, veteran status, or any other category protected by law, or because an individual complained of harassment or discrimination.
Refer to Appendix N for details of this policy.
Photography Release
In consideration of your engagement as a model and for other good and valuable consideration herein acknowledged as received, you hereby grant STARTEK Inc.
(“Photographer”), his/her heirs, legal representatives and assigns, those for whom
Photographer is acting, and those acting with his/her authority and permission, the irrevocable and unrestricted right and permission to copyright, in his/her own name or otherwise, and use, re-use, publish, and republish photographic portraits or pictures or in you may be included, in whole or in part, or composite or distorted in character or form, without restriction as to changes or alterations, in conjunction with my own or a fctitious name or reproductions thereof in color or otherwise, made through any
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medium at his/her studios or elsewhere, and in any and all media now or hereafter known for illustrations, promotion, art, editorial, advertising, trade, or any other purpose whatsoever. You also consent to the use of any printed matter in conjunction therewith.
You waive any right that you may have to inspect or approve the fnished product or products and the advertising copy or other matter that may be used in connection therewith or the use to which it may be applied.
You hereby release, discharge, and agree to hold harmless Photographer, his/her heirs, legal representatives and assigns, and all persons acting under his/her permission or authority or those for whom he/she is acting from any liability by virtue of any blurring, distortion, alteration, intentional or otherwise, that may occur or be produced in the taking of said picture or in any subsequent processing thereof, as well as any publication thereof, including without limitation any claims for libel or invasion of privacy.
Rationale and General Provisions
In ensuring a mutually benefcial relationship, it is imperative to exercise mutual responsibility and accountability between the company and its employees. STARTEK is committed to achieving a happy equilibrium, which will inspire and energize you in performing to the best of your abilities, your respective duties and responsibilities.
The Code of Conduct is meant to develop individual responsibility and respect towards the company, your co-workers and the customers. It helps defne the various actions to be avoided and the possible sanctions if such actions are exhibited. It also helps the management team to treat employees in a fair and just manner.
Take note of the following general guidelines of the Code of Conduct:
1. The rules on disciplinary action will be meted out with fairness and justice. Due process of law and the right to a fair and prompt hearing will be afforded the employees.
2. Disciplinary actions will be, as far as advisable, corrective rather than punitive. The choice of what disciplinary action to take must be commensurate to the infractions committed.
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3. The employee’s immediate superior takes ownership in coaching employees and enforcing company policies.
4. Employees are expected to observe the proper conduct and attitude in the performance of personal and offcial affairs. This includes maintaining mutual respect, honesty and courtesy in all their dealings, not only with fellow employees and offcers of the company, but also with the public at large.
5. Employees will keep the best interests of the company over and above their own or those of minority groups within. They will help improve the position of the company at all times and will strive to preserve its good image always, as it is synonymous with their own.
6. Employees have the responsibility to uphold and maintain the solidarity of the company organization.
7. Employees will be responsible for the proper use and security of the company property entrusted to them, as well as the release of the company records and information that are confdential in nature.
8. Employees will safeguard their physical and mental ftness and those of their fellow employees to effciently discharge their functions. Every employee has a responsibility to himself/herself and the company for his/ responsibility. This includes the employee’s responsibility to under go the annual physical examination (APE) scheduled by the company.
9. Disciplinary action should be limited to corrective interview, verbal warning, written and/or final warning, suspension, demotion or dismissal and should, in no instance, be in violation of labor laws and fair practices.
10. Sanctions given to an employee under these rules shall not bar his/her prosecution in the proper court of justice if the same act constitutes a violation of law.
11. Any recommended sanction that is lighter or heavier or a prescriptive period that is shorter or longer than what is prescribed in this Code of
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12. Any corrective action, be it a warning or a suspension, shall be recorded in writing and shall form part of the employee’s 201 file.
13. Financial restitution and corrective action: For infractions involving loss or damage to company property, the employee shall be required to pay back the amount lost or pay for the damage based on appropriate net book value aside from being given a corrective action.
14. Department Heads and Supervisors must assist in the close monitoring of the deadline for submission of the explanation letter when a notice to explain is issued to the employee.
15. When an employee refuses to acknowledge receipt of any written memo/ document issued and addressed to him, such refusal shall not affect the imposition and administration of the corrective action.
16. Department Heads/ Managers/ Supervisors must ensure that appropriate actions are “initiated” for violation of our House Code of Conduct and
Head/Supervisor fail to initiate any action, he shall be asked to explain or may be held administratively liable.
17. Preventive Suspension: The company may place the employee concerned under preventive suspension if his continued employment poses a serious and imminent threat to the life or property of the employer or of his co-workers (Book V, Rule XXII of the implementing rules of the Labor Code) or where the employee’s presence in the workplace would adversely affect the investigation of the offense supposedly committed by the employee.
No preventive suspension shall go beyond 30 calendar days. After 30 calendar days, management shall reinstate the employee to his former position or to a substantially equivalent position. Should there be a need to extend the preventive suspension beyond 30 calendar days; the employee shall be entitled to his salary and benefts due him for the period of the extension of the preventive suspension. Preventive suspension is not a pronouncement of the employee’s guilt.
Neither shall it replace the twin notice requirement of termination, should termination be the penalty. If the guilt of an employee on preventive suspension is established and penalty in order is a suspension, the said suspension days shall be deducted from the days that the employee served the preventive suspension.
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Corrective Action Procedures
In ensuring successful employment, disciplinary action is sometimes necessary. When counseled about performance or behavioral issues, you are expected to take action and full responsibility. In this view, Managers and Supervisors must consider the following factors when determining the severity of corrective/disciplinary action to be given to employees:
1. The nature and gravity of the offense
2. The relation of the offense to the employee’s assigned duties and responsibilities 3. The employee’s work record
4. Circumstances surrounding the problem or action
5. The frequency and history of the problem or action
6. Status of counseling to date
For a uniform understanding of the types of Corrective or Disciplinary Action, here are descriptions of each.
1. Verbal Warning
This is often used with a minor breach of performance or conduct standards has occurred. Supervisors need to keep records of verbal warnings through the Corrective Action Form.
2. Written/Final Warning
This is given when further breach of performance or conduct standards has occurred. This offcially tags you as having a “DA record”, which affects some aspects of your employment such as promotions and transfers. It is best to avoid this.
3. Suspension
This disciplinary action may be given depending on the severity of the offense committed.
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Preventive suspension is classifed differently because it is not a sanction.
Preventive suspensions are made if the presence of the employee poses a threat to the life and property of the Company. If after the investigation the employee is found not guilty, he/she will be reinstated, without prejudice to his/her employment status and he/she will be paid for the duration of the suspension. In the event that the employee is found guilty and given suspension as a sanction, the period of the preventive suspension may be included in the implementation of the suspension due to sanction.
4. Dismissal or Termination
This sanction is provided for offenses that warrant it.
Classifcation of Offenses
To provide easy reference to you and your immediate superior, offenses have been classifed based on level of gravity.
1. Minor Offenses – Infractions which are minor in nature but which may be come habitual and disruptive if not corrected. Effect of this type of infractions on business is negligible but may cause inconvenience to co-employees and may disrupt completion of work requirements and/or delivery of service to internal and/or external customers.
The following constitute minor offense. This is not an exclusive list and may be amended.
1. Prolonged entertaining visitors for personal reasons during work hours.
2. Unauthorized loafing or loitering during work hours.
3. Failure to bring or wear company ID inside company premises.
4. Bringing in food or beverages not in spill-preventive containers into production area.
5. Bringing in or using non-work related materials to the production floor.
6. Contributing or causing poor sanitary conditions and poor housekeeping; littering within company premises.
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7. Violation of the dresscode policy.
8. Failure to notify supervisor or HRD of changes in personal data within seven(7) working days from said changes.
9. Negligence of duty that had minor impact to business but had caused inconvenience to co-employees and disrupted completion of work requirements and/ or delivery of service to internal and/ or external customers. 10. Unauthorized selling merchandizes or anything of value inside company premises. 11. Improper use and/ or care of company property including company facilities such as but not limited to:
a. Sleeping in non-designated area
b. Removal of PC peripherals
12. Violation of safety rules and regulations posted by the company or general safety practices in the performance of work.
13. Prolonged use of the sleeping quarters.
14. Violation of the Paperless Work Environment/ Clean Desk Policy
2. Major Offense – Infraction which causes or may cause the company to incur unnecessary loss due to either unnecessary cost or loss of potential business, losses which are or may be incurred are not substantial.
The following constitute major offenses. This is not an exclusive list and may be amended.
1. Leaving work area without prior permission during work hours or before end of shift.
2. Performing work of personal nature during work hours.
Occurrence of Infraction Committed Penalty/Sanction
1st Verbal Warning
2nd Written Warning
3rd Final Written Warning
4th Dismissal/Termination
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3. Sleeping during work hours.
4. Non-compliance with official orders and other departmental/official rules and regulation.
5. Any acts of insubordination as defined by the following:
a. Refusal to cooperate with company Supervisors, department heads, officials or representatives of the Company.
b. Refusal to accept work, change of shift or work locations assigned by a supervisor or the management.
c. Willful refusal to render overtime despite a reasonable advanced notice.
d. Willful failure to carry out verbal or written job or work instructions issued by an immediate superior or any senior officer.
e. Refusal to leave place of work or the premises when required to do so by a supervisor or company officer who is acting within his/her authority.
f. Other acts of insubordination not embraced by the foregoing provisions. 6. Not closing the locked entrances to the High Security area upon entry, thus, exposing it to unnecessary security risk.
7. Vandalism on company property
8. Allowing, inviting, encouraging, bringing tacit consent to or having knowledge of outsiders or persons not connected or no longer connected with the company, access to or to enter company designated secured areas/inside or outside company premises which may cause damage to properties 9. Failure to immediately report defects in any company equipment and facilities to higher authorities by employee operating or noticing it
10. Unauthorized entry to specified areas of the company
11. Refusal to submit to reasonable inspection conducted by authorized company representative.
12. Acts of discourtesy to stockholders, company officers, business associates, co-employees, customers or visitors.
13. Negligence of duty (lapses in the practice of diligence in the performance of duties and responsibilities; may lead to a grave offense if gross or done habitually). 14. Failure of a supervisor or manager to act on an infraction against Code of
Conduct by an employee under him/ her in order to protect the employee.
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15. Consistent inefficient/ poor quality of work/ unsatisfactory performance/ be low the standard set forth by the Company as documented through periodic or through established reasonable standards set. Example: failing a performance interim review.
16. Using offensive or inappropriate language whether or not it is directed to an employee, vendor or client.
17. Violation of the No Solicitation Policy.
18. Disorderly conduct or horseplay in the workplace that may disrupt the operations of the company or create annoyance to another employee.
19. Refusal to submit to reasonable inspection conducted within the company premises by authorized security personnel.
20. Violation of the English Only Policy
21. Failure to attain a satisfactory grade on a performance evaluation or assessment made by the Company.
22. Smoking which includes e-cigarettes in prohibited areas that may lead to grave offense should it cause damage to property and disruption of operations
23. Refusal to submit to annual physical examination or treatment/ endorsement to Specialist that may be prescribed by the Company physician. 24. Bringing or using of electronic storage devices and/or internet capable devices inside the production floor, including but not limited to personal laptops, unauthorized tablet computers, mobile phones, portable hard disks, USB Drives, MP3 players, IPOD, flash drives, CD/DVDs, diskettes, digital camera, video camera, and pocket Wi-Fi.
25. Call or work avoidance such as but not limited to, which may lead to grave offense if pattern of behavior is established:
a. Refusal to answer incoming calls or transactions
b. Inappropriate excessive holdtime
c. Unauthorized call releasing
d. Invalid transfer
26. Failure to notify immediate Supervisor or Manager of absence that has impacted work, his/her team and/ or deliverables.
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3. Grave Offenses:
1. Falsifying time and/ or attendance sheets or causing others to falsify one’s time and/ or attendance sheet; buddy punching, etc.
2. Malingering or feigning illness to avoid doing assigned work, or giving false excuse during a sick leave or absence
3. Gambling within working hours or within company premises
4. Actions stipulated in the Electronic Communication Policy
5. Actions stipulated in the Anti-Fraud Policy
Note: Should also cover other STARTEK tools and client-specific tools 6. Actions stipulated in the Drug Free Policy
7. Moonlighting - Participation in similar trade i.e. holding any position or employment, with or without compensation in any other business firm, which is engaged in similar line of business or in competition with the Company
8. Violation of the gifts and gratuities policy
9. Violation of the workplace relationship policy
10. Acts of carelessness or negligence resulting to company loss or expenses due to damage or loss of company property and/ or equipment and/ or property and equipment belonging to third parties
11. Gross and habitual neglect of duties
12. Serious misconduct
13. Disclosure of company trade secrets, ie. Giving away, selling or unauthorized disclosure of Company trade secrets, practices, processes or any valuable information acquired by his position/ office to unauthorized persons; releasing such information in advance of its authorized release
Occurrence of Infraction Committed Penalty/Sanction
1st Final Warning
2nd Dismissal/Termination
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date with or without material consideration. This covers discussion/ disclosure of salaries, compensation and other financial matters/ strategies to co-employees, and other business competitors.
14. Perjury or giving false testimony during an official investigation authorized by the Company. Any employee who knowingly makes untruthful statements whether or not in an affidavit subscribed before a competent person authorized to administer an oath, relating to a matter which is subject of an official inquiry or investigation, conducted by the company or knowingly or deliberately gives false testimony in an official inquiry or investigation conducted and/ or authorized by the Company.
15. Spreading rumors or derogatory remarks or libelous stories orally or in writing which tend to destructively/ negatively malign, damage or intrigue against honor/ integrity/ reputation/ good name of the Company, its management, stockholders, officers or co-employees.
16. Falsification of employment documents, including those committed during pre-employment or pre-regular physical examination as well as reports submitted during the course of employment with the Company.
17. Bribing company officials in exchange for favorable working conditions
18. Showing or exhibiting pornographic materials at anytime inside company premises 19. Charging overtime work for more than what was actually rendered or for work which is not considered as overtime
20. Posting or distribution/dissemination of articles derogatory to the
Company’s name or image. - Deliberately damaging or injuring the reputation and image of the Company in the eyes of the general public, including but not limited to, spreading false rumors about the company, embarrassing, ridiculing, insulting, or mocking the company by word or action.
21. Intoxication, i.e., drinking liquor or wine or any intoxicating drink within
Company offices and premises during work hours or reporting for work or entering Company premises under the influence of liquor/alcohol.
22. Immoral acts done within the Company premises or with co employees. -
Any employee who engages in indecent, immoral, lewd or lascivious behavior with a co-employee while inside company premises. It includes pimping and/or inducing or soliciting from another employee to commit indecent, immoral, lewd or lascivious sexual activities whether in or outside the office premises with out his/her consent.
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23. Any act constituting threat, verbal assault, provocation, intimidation, coercion or harassment against any employee; or in a manner unduly interfering with or obstructing Company operations or other employees from performing their work while within Company premises.
24. Any attempt to personally inflict or cause bodily pain, harm, or injury upon another, or have in fact inflicted or caused said injuries inside the Company premises or within its immediatevicinity, through the use of friends, or persons not connected with the Company.
25. Any act of violence, coercion, threat, intimidation or assault against the person or name of a Company official or representative with the intention of causing disgrace, harm or bodily injury.
26. Use of authority to compel subordinates to perform acts not official in nature using Company time and/or Company authority.
27. Any act of violence, coercion, threat, intimidation or assault upon any other person or any such act which constitutes the commission of a crime irrespective of time and place.
28. Any act constituting theft or robbery or any attempt to commit theft or robbery of any property within or outside Company premises.-Theft or
Embezzlement- Refers to deliberate stealing, pilfering or through culpable negligence damaging, destroying, misusing, or wrongfully disposing of company funds or personal funds of other employees.
29. Bringing in or carrying firearms, explosives, inflammable materials and other deadly weapons, such as bolos, ice picks, etc., inside company premises.
30. Bringing, possession or taking any drug prohibited by law inside the company premises or reporting for work under the influence of prohibited drugs and hallucinogens.
31. Conviction for criminal acts involving moral turpitude and crimes, which, by its nature and consequences, adversely affects the employee’s performance or qualifications to remain an employee.
32. Violation of the Anti-Sexual Harassment Law as per the Labor Code of the Philippines.
33. Behavior deemed as unprofessional and unbecoming of an officer or representative of the company.
34. Commission of an act that results in the Company to lose confidence in your ability to satisfactorily perform your duties and responsibilities.
35. Serious misuse or abuse of the Company’s property, facilities and/or resources. 87
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36. Commission of an act that may be considered as a crime or offense against a co-employee or the Company itself.
37. Failure to meet the standards for employment.
38. Other similar acts, omissions, and/or events.
Occurrence of Infraction Committed Penalty/Sanction
1st Dismissal/Termination
Classification of Offense Prescription Period
Minor Offenses Three (3) months
Major Offenses Six (6) months
Grave Offenses Twelve (12) months
Prescription Period
The Prescription period refers to the time lapse between two infractions committed by the same employee. If the time lapse between the two offenses of the same classification exceeds the prescription period, the counting of the occurrence of the offense reverts to 1st offense for the latter offense. The date when the employee signed the corrective action will be the basis of the start of the prescription period. The following are the prescription periods for the classifcation of offenses:
For example, an employee was issued a Written warning for attendance in a given date and was acknowledged the same day, if after three months the employee has no attendance violation, the warning will roll off one step back. Hence, employee still has verbal warning on file.
If the employee refuses to acknowledge a corrective action form, he/ she should indicate the reason why and inform his/ her Supervisor If the employee wants to escalate the issue, he or she may directly discuss his or her concerns with the Manager or Department
Head.
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Corrective Action Issuance and Monitoring
Corrective Actions must be issued and tracked using the Portal. You may use the table below as reference.
CA Type Infractions CA Sanction Prescriptive
Period
Attendance Point system standing Starts with Verbal Warning and escalates up to termination
3 months
Call Avoidance Depending on account requirements Starts with Final Warning and escalates up to termination
3 months
Conduct Minor offenses in handbook
Major offenses in handbook
Grave offenses in handbook
Starts with Verbal and escalates up to termination
Starts with Final and escalates up to termination
Probable termination
3 months
6 months
12 months
Performance:
Call Handling
Depending on account requirements Starts with Verbal Warning and escalates up to termination
3 months
Performance:
Overall
Not meeting scorecard requirements Starts with Written Warning and escalates up to termination
3 months
Performance:
Quality
Failing to meet performance standards specifically due to
Quality scores
Starts with Written Warning and escalates up to termination
3 months
Schedule
Adherence
Overbreak /
Improper use of AUX code
Starts with Verbal Warning and escalates up to termination
3 months
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SEPARATION
AND RETURN
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30-Day Notice Policy
Any form of separation is not easy, whether voluntary or not. As much as we can, we strive to make each separation graceful and amicable.
If you decide to leave STARTEK, a thirty (30)-day notice is required, in writing. Upon providing a resignation letter, your immediate superior and Department Head need to sign to facilitate your smooth transition.
Whether your separation is voluntary or not, you need to return all company-issued equipment and materials to your Supervisor. After which, you need to go through an exit interview and clearance to process.
Clearance Procedure
You must go through the clearance process in order for payroll to process your final pay.
Failure to go through the clearance process within one month after your separation date will result in the automatic processing of your fnal pay and the cost of all company-issued materials will be deducted from your final pay
1) Employee submits resignation letter to his/her Supervisor who in turn signs it and asks the Manager of the Department or Account to sign.
2) Both employee and supervisor signs the clearance form in three (3) copies.
3) The supervisor and employee surrenders the submitted documents/ equipment to the following department POCs (department POC should sign on the clearance form and indicate amount for deduction if applicable). a. Facilities – Car Pass, Padlock, Offce and Pedestal Keys, ID/
Proximity card & ID Lace
b. IT – Headset, Laptop and accessories, Mobile Phone and
c. HR – HMO cards, Perks cards, Headstart, Resignation letter
4) The supervisor submits three (3) copies of the signed employee clearance to Human Resources
5) Employee undergoes exit interview with HR
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AND RETURN
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Eligibility for Re-employment
We are happy to have you back if you wish to return, as long as the following conditions are met:
1. Your separation was voluntary;
2. You had good attendance record;
3. You were not on a final warning for attendance before separation
4. You did not commit a grave offense during your stay
5. You have accrued at least 6 months tenure before separation
6. Were not re-hired and got separated twice regardless of reason
All re-employment requests will be treated on a case-to-case basis.
Re-Hire Policy
1) A former employee who wishes to return may apply through http://www.STARTEK.com/careers. 2) A ninety (90) day grace period is observed before reapplication provided candidate is done with their company clearance.
3) Recruiter verifes former employee is eligible for re-hire through the HRM
4) If eligible the former employee goes through the recruitment process appropriate to the position he/she is applying for.
5) Recruiter gets feedback from former supervisor/manager then provides that information the hiring supervisor/manager before the fnal interview
6) If successful, the employee is on-boarded through the new employee orientation process.
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REWARDS
AND RECOGNITION
APPENDIX A Rewards and Recognition Program
At STARTEK, we promote an environment where employees and programs that not only excel in their duties but exceed expectations are being recognized and rewarded. Every month, quarter and year, awards are being given to the Brand Warriors and programs that showcased over the top performance and served as role models of the organization.
Perfect Attendance Rewards
This event is hosted quarterly, as a segment in the Quarterly Town Hall, by the Site Leadership and the Human Resources team. All employees who achieved perfect attendance for a month or all months in the previous quarter are given the chance to win any reward from the quarterly prize pot.
1. Perfect Attendance Rewards—Policy and Procedure
1.1 Eligibility Requirements
a. Perfect attendance or 100% show rate (Employees who are on maternity leave or medical LOA are disqualifed.)
b. Must not have an active corrective action (verbal, written or fnal) or active RFI during the timeframe the award is given for.
1.2. Quarterly Raffe Draw Mechanics
a. All employees who meet the eligibility requirements are entitled to one (1) entry per month with perfect attendance to the quarterly raffe draw. b. The raffe draw will be facilitated per site by the Senior Leadership and Human Resources Team during the Quarterly Town Hall.
c. There will be at least three (3) minor prizes and one (1) major prize per site per quarter.
1.3. Procedure
a. Workforce Management Team submits the list of employees with
100% show rate within 10 business days of the following month.
b. HR E&R Team gathers and collates data and submits to HR
Operations for status and for any disciplinary records within 15 business days after the end of every quarter.
c. HR E&R Team prepares entries for the raffe draw.
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APPENDIX A Service Recognition Awards
This event is hosted monthly, separately by each account and department, to recognize employees who have achieved one or more years of service with the organization. All participants will receive certifcates and service pins.
2. Service Recognition Awards—Policy and Procedure
2.1 Eligibility Requirements
All employees celebrating their anniversary with the company are entitled to a service recognition certifcate and badge pins.
2.2 Procedure
HR Operations Team sends a list of employees celebrating their anniver saries for the month.
HR Admin Team prepares certifcates and service pins to be forwarded to the HR Business Partners for distribution to the account and de partment heads on the last business day of the month.
Account and Department heads facilitate the awarding as a segment in their monthly awarding program.
Brand Warrior Performance Awards
On a monthly, quarterly and annual basis, the Brand Warrior awards are bestowed upon the agents, specialists, support team members and supervisors with the highest scorecard for the given timeframe.
Also, in recognition of the efforts of the accounts in driving excellent performance, based on the three-legged stool (client satisfaction, employee satisfaction and fnancials), the
Brand Warrior Cup is awarded quarterly and annually.
HR E&R Team gathers and collates data and submits to HR Operations for status and for any disciplinary records within 15 business days after the end of every quarter.
HR E&R Team prepares entries for the raffle draw.
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APPENDIX A
3. Brand Warrior Performance Awards – Policies and Procedures
3.1 Awards:
*Pin colors change based on rank which is determined by the number of times the Employee is nominated for the award (see Appendix)
3.2. Eligibility Requirements
Individual Performance Awards
Must be with the current line of business or department and in the current position from the beginning of the month the award is given for. Awards Category Incentives
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APPENDIX A Quarterly –
Brand Warrior Aztec: Powerhouse Awards
1. Passing scorecards for all three (3) months
2. Must not have an active corrective action (verbal, written or final) or active RFI during the timeframe the award is given for up to the date of the awarding
3. Must be with the current line of business or department and in the current position from the beginning of the quarter the award is given for
Annual – Brand Warrior Samurai: Ace of Aces Awards
1. Passing scorecards for all months
2. Must not have an active corrective action (verbal, written or final) or active RFI during the timeframe the award is given for up to the date of the awarding
3. Must be with the current line of business or department and position for at least six (6) months. For candidates who were previously from a different department or account, only the scorecards for the current account or department will be considered. Warrior Cup Winner of the quarter and of the year.
The three (3) accounts with the highest final score which is based on client satisfaction, employee satisfaction and financials are honored the Brand Warrior Cup winners.
3.3 Selection Process
Individual Performance Awards
1. Account/Department Heads submit their respective lists of Top Awardees to the Events & Recognition Team within 15 days after the end of each month (or quarter, year)
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APPENDIX A 2. HR E&R
Team verifies with HR Operations for any Disciplinary records. 3. HR E&R Team sends out list of awardees to all account & department heads after 3 business days. In any case that an employee is deemed ineligible after verification with HR, the respective account head is given 48 hours to nominate another employee.
4. HR E&R Team sends an updated and final list of awardees to all account & department heads.
Group Performance Awards
1. Analytics Team gathers data based on the set criteria
(see Appendix C) within 15 days after the end of each quarter (or within 20 days after the year for annual awards). 2. Final results are sent to HR E&R Team and Senior
Leadership team for verification.
3. Announcement of winners will be done on the Power house (Quarterly) and Ace of Aces Awarding
Ceremonies.
3.4 Awarding Ceremonies
Quarterly – last Saturday of the month following the quarter; to be facilitated by HR Events & Recognition Team
Annual – First Saturday of February; to be facilitated by HR Events &
Recognition Team
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APPENDIX A 3.5. FAQ’s
Q: Can we award more than one employee per category?
A: No. In cases of tie, the account and department heads are to consider how the employees embody the Brand Warrior
Culture as the tie breaker.
Q: Can an employee be eligible for nomination in multiple categories? A: Yes. This happens in Support teams when an employee is part of may be nominated for either the “Top Team
Member” of the umbrella group or “Top Specialist/
Support Team Member” of the account, provided that the employee satisfactorily meets the gatekeepers mentioned above. Q: Is there a monetary incentive for the performance awardees?
A: No. But the account and department heads may give incentives of any type on top of the standard given for up to the date of the awarding
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APPENDIX B
INTERNAL
POLICY AND PROCESS
POSTING
Internal job posting and promotion policy and procedure
I. Eligibility requirements
Employees who have at least three (3) months tenure are eligible to apply for internal job postings. This tenure requirement may be revised depending on specifc job or account requirements. To qualify for internal job postings, the employee must have a passing rating in the latest monthly scorecard (if from production) or in most recent review (if non-agent).
II. Postings
Internal job postings are managed and processed by the recruiting team. Questions relating to internal job postings are coursed through the recruiting team.
The following information is indicated in the job posting:
(a) Position Title
(b) Department
(c) Reporting Relationship
(d) Position Level (Specialist, Supervisory, Managerial)
(e) Job Details (duties, responsibilities, scope)
(f) Qualifcations (Education, Experience, Technical Skills)
(g) Application Deadline
Job postings are sent out via e-mail and found in the intranet. All postings will be active for at least 5 business days.
III. Role of Current Manager or Supervisor
The employee’s current manager or supervisor may provide his or her recommendations to the recruiting team. His or her recommendations must be supported by actual performance data and relevant facts.
IV. Employee Transfer
An employee may apply for internal job postings that are of the same level as his or her current position. This will be considered a transfer and not a promotion. An increase in basic salary may or may not be granted depending on the current rate of the employee and the budgeted rate for the internal posting.
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APPENDIX B
INTERNAL
POLICY AND PROCESS
POSTING
V. Promotion of Probationary Employees
Probationary employees may be promoted or transferred without change in their probationary status. Their former manager must transfer the FPR (Focal Poin Review) to the next manager. If changes need to be made to the existing goals, the new manager and the employee will agree on these changes and will use these goals for the remaining
OPR period.
VI. Positions not to be posted
If the Hiring Manager has identifed an internal applicant and recommends not to open an internal posting, he or she must indicate that in the New Hire Request and provide documentation supporting his or her recommendation. This recommendation will be reviewed and must be approved by the Operations VP, Human Resources Director before any promotion or transfer is processed.
VII. Process
(a). Upon identifying the need to open a position due to vacancy or growth, the
Hiring Manager submits a New Hire Request or Position Approval Form to recruiting and indicates “internal hiring”. The approval process for PAF needs to be followed before recruiting activates the request. The hiring manager must indicate the job code of the position. Without this information, recruiting will not activate the process.
(b) The recruiting team posts the job after the frst step is confrmed.
(c) The employee flls up the online application form.
(d) The recruiting team verifes the eligibility of the employee:
1. Recruiting sends the online application to the employee’s supervisor and manager, and HR business partner.
2. The supervisor and manager provides the scorecards of the employee and indicates if the application is being approved.
A manager or account head may disapprove an application due to staffng needs. In which case, the supervisor and manager must speak to the employee and explain the business reason of the disapproval. 99
APPENDIX B
INTERNAL
POLICY AND PROCESS
POSTING
3. The HR business partner informs recruiting if the employee has no active corrective action. An active corrective action disqualifes the employee from applying.
4. If the employee has no active corrective action and meets the minimum required performance rating, the employee qualifes to proceed in the application process.
(e) The recruiting team processes the application.
1. If a test is required, the recruitment team administers the test.
2. The recruiting team sets the evaluation and interview schedule with the hiring manager.
3. The recruiting team provides documents (application form, resume, interview sheets) to the hiring manager at least 24 hours before the interview schedule.
4. After the hiring manager interviews and provides its decision, the recruitment team prepares the applicable decision notice
(promotion letter if employee was successful and a regret letter if otherwise). If it is a promotion, recruiting coordinates with the site
HRM for the new package of the employee.
5. The recruiting team and hiring manager speaks to the employee and provides the decision. The existing supervisor must be present during this meeting.
6. Recruiting submits the signed promotion letter or regret letter to
HR.
(f) HR enters status change and transfer change if applicable in Lawson following the applicable Lawson Process.
(g) The hiring manager formally welcomes the employee by announcing the promotion or transfer via e-mail. The recruiting team will also send an e-mail notifcation to the support groups in order to assist with the on boarding process or changes in access associated to the promotion or transfer. 100
INTERNSHIP
PROGRAM
APPENDIX C Site Internship Program: Policy and Procedure
PURPOSE
This policy aims to provide high potential employees the necessary on-the-job exposure to their chosen position or department, with a specifc time period.
SCOPE
This Policy and Procedure covers all employees in the Philippines site.
DEFINITIONS
Internship – a temporary assignment to a position or department which aims to provide the employee the necessary skills and on-the-job exposure, for future career movement.
IMPLEMENTING GUIDELINES
I. Types of Internship
1. Part-time Assignment
An employee may be offered an internship assignment on a part-time basis, the position offering internship. In this case, the employee will be given 2 scorecards: 1) by his/her current Supervisor and 2) by the Intern ship Supervisor/POC.
2. Full-time Assignment
An employee may be offered an internship assignment on a full-time basis, where he/she will spend the whole duration of the internship with the department or in the position offering internship. In this case, the employee will be given only 1 scorecard by the Internship Supervisor/
POC.
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APPENDIX C
II. Eligibility Requirements
1. Internship may be offered in 2 ways:
a) During or After a promotion process. The Hiring Manager may offer internship to internal candidates who are not deemed ready for the promotion but may be given on-the-job exposure in order to help them be successful when the said position is opened in the future.
b) Internal Posting thru STARTEK Jobs. A Hiring Manager may call for interested interns for an open position in his/her department/ac count. The internal posting process will be followed.
2. The same requirements for promotion are followed such as performance ratings, no active disciplinary action, and endorsement from current
Supervisor and Department Manager.
III. Other Guidelines
1. Internship has a duration of 3-6 months.
2. Completing an internship program does not guarantee an employee a promotion in that position. The existing internal posting process will still be followed.
3. The employee may refuse an offer for internship. This refusal will not be taken against the employee by his current Manager, the Hiring Manager offering the internship or the company in general.
4. The employee will maintain his position title during internship. Hence, the internship assignment will not affect the employee’s benefts and salary level. A performance incentive may be requested as long as it adheres to the existing approval process for variable pay and incentives.
IV. Procedure
1. The exiting internal posting process will be followed.
2. If the employee accepts the offer, he/she signs the Internship Offer letter.
The Hiring Manager provides an onboarding schedule for the employee.
3. One week before the end of the internship period, the Hiring Manager and existing Manager must discuss with the employee the process of transitioning him/her back to his/her original department/account.
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APPENDIX C V. Main Points of Contact (
POCs)
Internal Posting Policy and Forms
Record Type Responsibility Location Access Filed By Disposition
All Forms should be retained for a period of 7 years.
The PH HR team will maintain the records. HR Folders The HR team has access to this information
PH HR POC Destroy after
7 years.
Retention Matrix
Responsibility POC
Identifying Need for Interns Hiring Manager
Collating and Verifying applications for Internship Recruiting
Sending approval for internship Hiring Manager and Existing Manager
Preparing the Internship Letter and Informing Payroll of Effective dates
Recruiting
Onboarding employee to the Internship Program Hiring Manager
Transitioning employee back to Original Department Existing Manager
Communication and Internal Marketing of Program PR
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SUPERVISOR
PREP SERIES
APPENDIX D
Why use it?
• To identify, select and train individuals that have the skill set and desire to be developed for the Supervisor role in order to have a pool from which to select future Supervisors.
What does it do?
• Provides a systematic, consistent method for selecting and training high potential candidates for the Supervisor role to ensure bench strength.
How do I do it?
Plan:
• Review, on a quarterly basis, the number of individuals needed and the number selected and trained for the Supervisor role to ensure there is enough bench strength for future business needs. Assess progress of those employees in the program to ensure preparatory training is occuring as assigned.
Prepare:
• Partner with Recruiting to post for the position (s) based on need determined. Training and development to provide access to LMS and other necessary coursework.
• Targeted goal is to have the equivalent of 20% to 40% of the current
Supervisor staff in this program (depending on size of operation,
20 Supervisors, so they would want anywhere from 4-8 Agents going through this program to be trained and prepared to become a Supervisor.
If growth is planned, the size of the pool should be increased accordingly. o Each site will need to determine if and when they want to start numerous variables (ex: how long it’s been since the last pool of and projected Supervisor openings, number of LOB’s in the site, ramp plans, Supervisor turnover, availability of Supervisor mentors, number of Academy Bay classes, etc.)
• Recommend selecting participants in small groups of 2 - 6 for ease of scheduling / completion of instructor-led training requirements.
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SUPERVISOR
PREP SERIES
APPENDIX D
Perform:
• Post for Positions based on identifed need
• Application Process: o Submit an Internal Job Bid Form, following the Internal Job Bid process o To be eligible for the position the agent must meet the following criteria:
- Must be meeting or exceeding minimum KPI levels based on site expectations
- Minimum 90 days in production (post Academy Bay)
- No Active Corrective Action
- Approval of Operation Manager or Supervisor
• Selection Process o Step 1: Take PreVisor Assessment
- All qualifed applicants must meet criteria of the Supervisor
Assessment in PreVisor o Step 2: Conduct Panel Interview
- All applicants who meet the PreVisor criteria will be interviewed via a Panel Interview
- The interview team will consist at minimum of an Operations
Manager and a Leadership Development Officer.
• Applicants will be assessed on Principles and core competencies of Supervisor role.
• Final candidates will be reviewed by the Site Director for approval. o Step 3:
- Select candidate(s) for program, based on number of openings and candidate eligibility. o North America - appropriate increase in wage to starting pay rate for this job level (see HR Manager for details). o Philippines – successful candidates will receive an allowance depending on their current position for the duration of the program (see HR Manager for details).
• CSR 1 – Php 1,000
• CSR 2 – Php 1,250
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APPENDIX D o Costa Rica – appropriate increase in wage to starting pay rate for this job level (see HR Manager for details).
• Agents currently in a TSR/CSR II role will remain in the current position at current wage.
• Site HR department will update job codes accordingly. • Development o Series 101 – Complete initial training to gain the knowledge and skills needed for the A-Bay Support Role.
- Program participant must be scheduled for “training” time in order to complete courses while earning pay.
- Program participant continues to handle calls no less than
50% of his/her shift monthly.
- Program participant is required to maintain his/her KPI’s to include: Show Rate, Quality (GRE) and Compliance at requirements may vary from site to site; however Show Rate will remain at all sites).
- The following criteria must be completed prior to an Agent moving to Series 102:
• Supervisor Prep Series Coursework Series 101 as designated in the Supervisor Prep Series Coursework document. - Training is scheduled by Training Manager to occur within
30 days of selection in role.
- If a program participant fails to attend the scheduled classes, he/she will remain in Series 101 until they complete the required classes.
- Upon completion of Series 101, the Training Manager must certify successful completion of all training courses listed in order to move to Series 102. o Series 102 – Provide A-Bay and/or foor support for approximately
30 days.
- Program participant must be scheduled for “training” time in order to complete courses while earning pay.
- Program participant continues to handle calls no less than
50% of his/her shift monthly.
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APPENDIX D
- Program participant is required to maintain his/her KPI’s to include: Show Rate, Quality (GRE) and Compliance requirements may vary from site to site; however Show Rate will remain at all sites).
- The following criteria must be completed prior to an agent moving to Series 103:
• Supervisor Prep Series Coursework Series 102 as designated in the Supervisor Prep Series Coursework document. • Meet criteria in A-Bay Support Review
- Training Manager must certify successful completion of
Series 102 in order to move to Series 103. o Series 103 - Shadow a Supervisor and learn the daily tasks of this role (approximately two weeks).
- Program participant must be scheduled for “training” time in order to complete courses while earning pay.
- Program participant continues to handle calls no less than 50% of his/her shift monthly.
- Program participant is required to maintain his/her KPI’s to include: Show Rate, Quality (GRE) and Compliance requirements may vary from site to site; however Show Rate will remain at all sites).
- The following criteria must be meet prior to Agent completing
Series 103
• Successfully demonstrate criteria in Supervisor
Shadowing Skills Checklist.
• Training Manager must certify successful completion of
Series 103.
• Documentation from the Training Manager certifying the program participant has completed all Series and entered into LMS.
- If, after 4 months, the program participant has not completed the process (Series 101-103), they will be removed from the program and remain a TSR/CSR II.and will not be part of the pool of eligible candidates for the TL openings.
- As Supervisor positions become available, program participant may apply for these positions. An additional inter view is required.
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APPENDIX D
Follow-up:
• After successful completion of the Supervisor Prep Series and selection for the Supervisor position, program participants will need to complete the remaining Supervisor Passport to Success coursework.
Tools:
• “PreVisor Assessment Results Sheet”
• Principles Evaluation Sheet
• A-Bay Support Review
• Supervisor Prep Series Coursework
• Supervisor Shadowing Skill Checklist
How do I measure the process?
Pool of candidates that have completed the Supervisor Prep Series and are prepared to apply for open Supervisor positions. Please note: Participation in the
Supervisor Prep Series does not guarantee a participant a Supervisor position.
Where can I get help or more information?
• Training Manager
• Sr. Training Manager
• Leadership Development Team
Process Map:
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OPERATIONS
MANAGER
PREP SERIES
APPENDIX E
108
Why use it?
• To identify, select and train individuals that have the skill set and desire to be developed for the OM role to have a pool from which to select future OMs.
What does it do?
• Provides a systematic, consistent method for selecting and training high potential candidates for the OM role to ensure bench strength.
How do I do it? Plan:
• Review, on a semi-annual basis, the number of individuals needed and the number selected and trained for the Operations Manager role to ensure there is enough bench strength for future business needs. Assess progress of those employees in the program to ensure preparatory training is occuring as assigned.
Prepare:
• Partner with Recruiting to post for the position(s) based on need determined. Training & Development to provide access to LMS and other necessary coursework.
Tip:
• Targeted goal is to have the equivalent of approximately 20% of the current Manager staff in this program, with a minimum of 2 in or through would want anywhere from 2 Supervisors going through this program to be trained and prepared to become a Supervisor. If growth is planned, the size of the pool should be increased accordingly. o Each site will need to determine if and when they want to start variables (ex: how long it’s been since the last pool of candidates went through the program, number of current and projected OM openings, number of LOB’s in the site, ramp plans,
OM turnover, availability of OM mentors, number of Academy
Bay classes, etc.)
• Recommend selecting participants in small groups for ease of scheduling / completion of instructor-led training requirements.
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OPERATIONS
MANAGER
PREP SERIES
APPENDIX E
109
Perform:
• Post for Positions based on identifed need
• Application Process: o Submit an Internal Job Bid Form, following the Internal Job
Bid process o To be eligible for the position the Supervisor must meet the following criteria:
- Must be meeting or exceeding minimum KPI levels based on site expectations
- No Active Corrective Action
- Approval of OM
• Selection Process o Step 1: Candidate will take a Predictive Index survey. o Step 2: Conduct Initial Interview
- All applicants who are qualifed for the post will be interviewed by the Hiring Manager, which is the
Program Head (SOM/Program Director).
- The interview can be individual or a group of personnel within the site or line of business.
• Applicants will be assessed on Principles and core competencies of
OM role.
• Final candidates will be reviewed by the Site Director for approval. o Step 3:
- Select candidate(s) for program, based on number of openings and candidate eligibility.
• Supervisors currently in a Sup I role will be promoted to a Sup II/Sr.
Sup position and receive: o North America - appropriate increase in wage to starting pay rate for this job level (see HR Manager for details). o Philippines – appropriate increase in wage to starting pay rate for this job level (see HR Manager for details). o Costa Rica – appropriate increase in wage to starting pay rate for this job level (see HR Manager for details).
• Supervisors currently in a Sup II/Sr. Sup role will remain in the current position at current wage.
• Site HR department will update job codes accordingly.
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• Development o Series 101 – Complete initial training to gain the knowledge and skills needed for the OM role.
- Program participant must be scheduled for “training time to complete courses
- Program participant continues to manage his/her team in no less than 80% of his/her shift monthly.
- Program participant is required to maintain his/her KPI’s to include: Quality (GRE) and Compliance at the goal set by the site for all Supervisors (the KPI requirements may vary from site to site; however Show Rate will remain at all sites).
- The following criteria must be completed prior to a
Supervisor moving to Series 102:
• OM Prep Series Coursework Series 101 as designated in the OM Prep
Series Coursework document.
- Training is scheduled by Training Manager to occur with in 30 days of selection in role.
- If a program participant fails to attend the scheduled classes, he/she will remain in Series 101 until they complete the required classes.
- Upon completion of Series 101, the Training Manager must certify successful completion of all training courses listed to move to Series 102. o Series 102 – Do OM tasks and provide foor support for approximately 60-90 days.
- Program participant must be scheduled for “training” time to complete courses Program participant continues to manage his/her team in no less than 80% of his/her shift monthly.
- Program participant is required to maintain his/her KPI’s to include: Quality (GRE) and Compliance at the goal set by the site for all Supervisors (the KPI requirements may vary from site to site; however Show Rate will remain at all sites).
- The following criteria must be completed prior to a
Supervisor moving to Series 103:
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OPERATIONS
MANAGER
PREP SERIES
APPENDIX E
111
• OM Prep Series Coursework Series 102 as designated in the OM Prep
Series Coursework document.
- Training Manager must certify successful completion of Series 102 in order to move to Series 103. o Series 103 - Shadow an OM and learn the daily tasks of this role (approximately two weeks).
- Program participant must be scheduled for “training” time to complete courses.
- Program participant continues to manage his/her team in no less than 80% of his/her shift monthly.
- Program participant is required to maintain his/her
KPI’s to include: Quality (GRE) and Compliance at the goal set by vary from site to site; however Show Rate will remain at all sites).
- The following criteria must be meet prior to Supervisor completing Series 103
• Successfully demonstrate criteria in OM Shadowing Skills Checklist.
• Training Manager must certify successful completion of Series 103.
• Documentation from the Training Manager certifying the program participant has completed all Series and entered into LMS.
- If, after 9 months, the program participant has not completed the process (Series 101-103), they will be removed from the program and remain a Supervisor.
- Once Series 103 is completed, the Supervisor will receive: o North America – 6% increase to base wage (not to exceed maximum of pay grade) o Philippines – 5% increase to base wage (not to exceed maximum of pay grade) o Latin America – 8% increase to base wage (not to exceed maximum of pay grade)
- As OM positions become available, program participant may apply for these positions. An additional interview is required. Participation in the
OM Prep Series does not guarantee a participant an
OM position.
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Follow-up:
• After successful completion of the OM Prep Series and selection for the OM position, program participants will need to complete the remaining OM Passport to Success coursework.
• Predictive Index Survey
• OM Prep Series Course list
• OM Shadowing Checklist
How do I measure the process?
Pool of candidates that have completed the OM Prep Series and are prepared to apply for open OM positions. Please note: Participation in the
OM Prep Series does not guarantee a participant an OM position.
Where can I get help or more information?
• Training Manager
• Sr. Training Manager
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TRAINING
MANAGER
PREP SERIES
APPENDIX F
113
Why use it?
• To identify, select and train individuals that have the skill set and desire to be developed for the TM role to have a pool from which to select future TMs.
What does it do?
• Provides a systematic, consistent method for selecting and training high potential candidates for the TM role to ensure bench strength. How do I do it?
Plan:
• Review, on a semi-annual basis, the number of individuals needed and the number selected and trained for the Training Manager role to ensure there is enough bench strength for future business needs. Assess progress of those employees in the program to ensure preparatory training is occurring as assigned.
Prepare:
• Partner with Recruiting to post for the position(s) based on need determined. Training & Development to provide access to LMS and other necessary coursework.
• Targeted goal is to have the equivalent of approximately 40% of the current Training Manager staff in this program. Example: Site A has
10 Managers, so they would want at least 4 Training / Abay Supervisors going through this program to be trained and prepared to become a
Supervisor. If growth is planned, the size of the pool should be increased accordingly. o Each site will need to determine if and when they want to start another round of the TM Prep Series based on numerous candidates went through the program, number of current and projected TM openings, number of LOB’s in the site, ramp plans, TM turnover, availability of TM mentors, number of
Academy Bay classes, etc.)
• Recommend selecting participants in small groups for ease of scheduling / completion of instructor-led training requirements.
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TRAINING
MANAGER
PREP SERIES
APPENDIX F
114
Perform:
• Post for Positions based on identifed need
• Application Process: o Submit an Internal Job Bid Form, following the Internal Job Bid process o To be eligible for the position the Supervisor must meet the following criteria:
- Must be meeting or exceeding minimum KPI levels based on site expectations
- No Active Corrective Action
- Approval of TM / STM
• Selection Process o Step 1: Candidate will take a Predictive Index survey. o Step 2: Conduct Initial Interview
- All applicants who are qualifed for the post will be interviewed by the Hiring Managers, which are the
Senior Training Manager and the Training Director.
- The interview can be individual or a group of personnel within the site or line of business.
• Applicants will be assessed on Principles and core competencies of
TM role.
• Final candidates will be reviewed by the Site VP. o Step 3:
- Select candidate(s) for program, based on number of openings and candidate eligibility.
• Training / Abay Supervisors will receive the appropriate increase upon selection and upon fnishing the course. o North America - appropriate increase in wage to starting pay rate for this job level (see HR Manager for details). o Philippines – 5% upon selection and another 5% upon completion of the program (provided the new rate is not beyond the salary range for Supervisor) o Costa Rica – appropriate increase in wage to starting pay rate for this job level (see HR Manager for details).
• Training / Abay Supervisors currently in a Sup II/Sr. Sup role will remain in the current position at current wage.
• Site HR department will update job codes accordingly.
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TRAINING
MANAGER
PREP SERIES
APPENDIX F
115
• Development o Series 101 – complete initial training to gain the knowledge and skills needed for the TM role.
- Program participant must be scheduled for
“training” time to complete courses
- Program participant continues to manage his/her team in no less than 80% of his/her shift monthly.
- Program participant is required to maintain his/her
KPI’s to include: Throughput and Compliance at the goal set by the site for all Training / Abay
Supervisors (the KPI requirements may vary from site to site).
- The following criteria must be completed prior to a
Supervisor moving to Series 102:
• TM Prep Series Coursework Series 101 as designated in the TM Prep
Series Coursework document.
- Training is scheduled by Training Manager or Senior
Training Manager to occur within 30 days of selection in role.
- If a program participant fails to attend the scheduled classes, he/she will remain in Series 101 until they complete the required classes.
- Upon completion of Series 101, the Training
Manager or STM must certify successful completion of all training courses listed to move to Series 102. o Series 102 – Do TM tasks and provide foor support for approximately 60-90 days.
- Program participant must be scheduled for
“training” time manage his/her team in no less than
80% of his/her shift monthly.
- Program participant is required to maintain his/her
KPI’s to include: Throughput and Compliance at the goal set by the site for all Training / Abay
Supervisors (the KPI requirements may vary from site to site).
- The following criteria must be completed prior to a
Supervisor moving to Series 103:
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TRAINING
MANAGER
PREP SERIES
APPENDIX F
116
• TM Prep Series Coursework Series 102 as designated in the TM Prep
Series Coursework document.
- Training Manager or STM must certify successful completion of Series 102 in order to move to
Series 103. o Series 103 - Shadow a TM and learn the daily tasks of this role
(approximately two weeks).
- Program participant must be scheduled for
“training” time to complete courses.
- Program participant continues to manage his/her team in no less than 80% of his/her shift monthly.
- Program participant is required to maintain his/her
KPI’s to include: Throughput and Compliance at the goal set by the site for all Training / Abay
Supervisors (the KPI requirements may vary from site to site).
- The following criteria must be meet prior to
Supervisor completing Series 103
• Successfully demonstrate criteria in TM Shadowing Skills Checklist.
• Training Manager must certify successful completion of Series 103.
• Documentation from the Training Manager or STM certifying the program participant has completed all Series and entered into LMS.
- If, after 9 months, the program participant has not completed the process (Series 101-103), they will be removed from the program and remain a
Supervisor.
- Once Series 103 is completed, the Supervisor will receive:
• North America – 6% increase to base wage (not to exceed maximum of pay grade)
• Philippines – 10% increase to base wage unless their compa ratio is more than 100%, in which case they will receive 5% increase (not to exceed maximum of pay grade)
• Latin America – 8% increase to base wage (not to exceed maximum of pay grade)
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MANAGER
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APPENDIX F
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- As TM positions become available, program participant may apply for these positions. An additional interview is required. Participation in the TM Prep Series does not guarantee a participant a TM position.
Follow-up:
• After successful completion of the TM Prep Series and selection for the TM position, program participants will need to complete the remaining TM Passport to Success coursework.
Tools
• Predictive Index Survey
• TM Prep Series Course list
• TM Shadowing Checklist
How do I measure the process?
Pool of candidates that have completed the TM Prep Series and are prepared to apply for open TM positions. Please note: Participation in the TM Prep Series does not guarantee a participant an TM position.
Where can I get help or more information?
• Training Manager
• Sr. Training Manager
• Training Director
• Leadership Development Team
118
EMPLOYEE
WELLNESS
POLICY
APPENDIX G
118
STARTEK is committed to the optimum development of its human resource. Hence, the
Employee Wellness Policy is a tool to keep employees healthy as well as the workplace.
The Employee Wellness Policy provides employees a health care system with emphasis on health education, prevention and maintenance with the following guidelines:
1. On a yearly basis, the company conducts a health survey on a signifcant sample size of the employee population. The result of this survey will be the basis for the employee wellness programs to be prioritized for the year.
2. Activities and programs shall be planned and executed by the POC,
OSH committee and Human Resource Department.
3. The EWP shall cover Overall Wellness, HIV/AIDS, Alcohol,TB, Smoking,
Hepatitis, Drugs and Anti-Sexual Harrassment.
Overall Wellness:
This includes the following aspects: health, physical activity, sleep, nutrition, stress and fnancial wellness. Programs are designed and implemented leave benefts including sick leave, vacation leave, women’s leave such financial learning sessions and seminars are also offered to employees and implemented in the workplace. Facilities such as company clinic, sleeping quarters for males and females, shower rooms, gym, mommy nook for breastfeeding mothers and counseling center are provided in advocacy of promoting wellness among employees in the company.
HIV/AIDS :
Any employee found to be positive with HIV/AIDS shall be referred for treatment and counseling. He is eligible to work as long as he is physically, emotionally and mentally ft and will be treated in a non-discriminatory manner. Confdentiality on this information shall be practiced as stated by law unless concerned employee authorized to share such information to someone other than health care practitioner and HR authorized personnel. The company upholds and implements the DO 102-10 of DOLE which strengthens the provisions of RA 8504 otherwise known as The Philippine AIDS Prevention and Control Act of 1998.
Alcohol:
Alcohol intoxication is prohibited in the workplace. Company policies are applied in such cases. Employees who are alcoholics are referred to counseling or rehabilitation centers for guidance and management.
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EMPLOYEE
WELLNESS
POLICY
APPENDIX G
119
Tuberculosis:
In compliance with the Department Order No. 73-05 of DOLE and Executive
Order No. 187 instituting a Comprehensive and Unifed Policy for Tuberculosis
Control in the Philippines, the company supports a TB free workplace. Programs are done for education, prevention and cure. A referral system (DOTS accredited implemented for TB positive individuals for treatment, monitoring and follow-ups. Preventive measures and precautions are applied to minimize risk, transmission and spread.
Smoking:
The company supports a smoke free workplace but is also aware of equal rights of both smokers and non-smokers. Hence, it has designated smoking areas with and prevent smoking. Smokers who want to quit are referred to counseling for adequate guidance and support.
Hepatitis:
As part of complying with the Department Advisory no.05 of DOLE, health policy. Hepatitis positive employees shall be referred to health care services for medical access and treatment. Non-discriminatory acts on the employee as well as confdentiality shall be practiced Universal precaution and preventive measures shall be implemented to decrease risk, transmission and spread.
Drugs, Violence and Anti-sexual Harrassment:
Policies as stated on the company’s handbook (Headstart) and DO No.53-03 of
DOLE in accordance with Article V of RA 9165 otherwise known as the
Comprehensive Dangerous Drugs Act of 2002 will be implemented and followed.
The company supports a drug-free workplace. Drug testing shall consist of both screening test and confrmatory test, the latter being carried out if screening test turned out positive. In cases of positive confrmatory test, the company shall assess the results and determine the level of care including administrative interventions that is applicable to the employee.
4. Referral and Access to Medical and Welfare Services as required under Rule 1960 of the OSHS shall be made available to employees. This includes with health care practitioners (physician and nurse), breastfeeding centers, gym and counseling center. 120
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APPENDIX G
120
5. Employer and employees are enjoined to take an active role in the implementation of Employee Wellness Policy.
6. Company rules and policies applicable as well as rules specifc to each activity under this program shall be followed and implemented.
Based on the needs assessment, programs and activities will be designed in close coordination of the POC, OSH Committee and Human Resource
Department. This includes meetings, brainstorming and partnership with vendors. Information dissemination of the activity shall be doneprior to implementation. Program Day is scheduled and performed. A timeline is specifed for programs and activities that require long observation or longer time performance.
After a Wellness program or activity has been implemented, follow-up through health bulletins, lectures, videos, continuous information campaigns and health monitoring can be done to reinforce what has been applied.
Tools:
OSHS by DOLE
HR/Company Policies
DOH mandated health guidelines
Company Clinic Forms www.doh.gov.ph www.oshc.dole.gov.ph
Where can I get help or more information?
HR
Account Heads Company Clinic
Vendors
DOH (Department of Health)
DOLE (Department of Labor and Employment)
OSH (Occupational Safety and Health)
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EMPLOYEE
WELLNESS
POLICY
APPENDIX G
121
PROCESS MAP
122
HIV/AIDS
POLICY
APPENDIX H
122
General Statement:
The purpose of this policy is to ensure a standard and equitable approach to the prevention and handling of HIV/AIDS in the company. The policy has been developed in compliance with DOLE Department Order No. 102-10 and Republic
Act No. 8504 known as The Philippines AIDS Prevention and Control Act of 1998 with ILO Code of Practice on HIV/AIDS and the World of Work 2010 as guide.
Specifc Policies:
STARTEK Philippines recognizes the circumstances unique to HIV/AIDS. The policy is based on the principle that HIV/AIDS should be treated like any other serious condition or illness that affects the lives of employees and their families. STARTEK is committed in maintaining a safe and healthy working environment while maintaining respect for human dignity including those with HIV/AIDS. With this belief, the company shall address the problem of HIV/AIDS in the workplace. It believes that through education, awareness and creating an environment of care, non-discriminatory, understanding and support, the issues involving HIV/AIDS can be prevented and managed at all levels.
A. COVERAGE
All employees regardless of status/tenure.
B. POLICY FORMULATION and IMPLEMENTATION
The Occupational Safety and Health Committee shall be responsible for formulating and overseeing the implementation of the HIV/AIDS policy and program with participation from management and workforce particularly the HIV/AIDS Committee comprising of the Peer Educators.
C. COMPONENTS OF HIV/AIDS PREVENTION AND CONTROL POLICY AND
PROGRAM
1. EDUCATION, INFORMATION AND TRAINING
The company shall promote HIV/AIDS awareness dealing with the nature, transmission, diagnosis and medical management through information dissemination and undertake programs and activities for
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HIV/AIDS
POLICY
APPENDIX H
123
HIV education and training through the OSH Committee and HIV/
AIDS Committee. Access through these programs and activities.
Training is provided for the Wellness information about HIV/AIDS and its prevention to all employees and their families.
2. MEDICAL MANAGEMENT AND REFERRAL SYSTEM
Medical services are provided through the company clinic HMO accredited facilities depending on its current scope and coverage. If this will not be covered, the company shall help an employee living with HIV to find appropriate services in the community including counseling services and coordination with organizations such as ILO,
ECOP, OSH, DOLE and DOH.
3. VOLUNTARY CONFIDENTIAL COUNSELING and TESTING (VCCT)
FOR HIV
Compulsary HIV testins as a prerequisite for employment, access to benefits and continuation or promotion at work is unlawful. However,
STARTEK promotes voluntary confdential counseling and testing among the employees. The results of the tests will not affect the lawful treatment towards the employee.
4. SOCIAL POLICY
Discrimination, Stigma, Rights
STARTEK prohibits discrimination or harassment on employees who are suspected or found to be HIV positive. No rights as practiced in the company shall be affected by an individual’s actual, perceived or suspected HIV status.
Confdentiality
STARTEK recognizes that HIV/AIDS is a sensitive issue. Thus, it advocates handling of matters pertaining to it with respect and confdentiality. Only approved medical staff and HR personnel will have access to medical records of HIV positive individual regardless of employee status. Job applicants will not be asked to disclose HIV related information as basis of hiring. An HIV positive applicant who discloses his HIV status will be treated equally as other applicants.”
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HIV/AIDS
POLICY
APPENDIX H
124
Work Accommodation and Restoration to Work
An employee living with HIV/AIDS is entitled to work as long as medically ft and certifed by the company’s accredited health care provider or his attending physician. Reasonable accommodation management team and the employee, whatever is deemed applicable in such case. Reasonable time off will be given for counseling and treatment. This may be in a form of medical leave and arrangements for return to work.
5. RESPONSIBILITIES OF WORKERS and EMPLOYEE LIVING WITH HIV/
AIDS
Workers are encouraged to join programs and share information on prevention and control of HIV/AIDS to their co-workers, families and communities with emphasis on living a healthy lifestyle. They are encouraged to practice universal precaution and preventive measures to minimize high risk behavior. They shall not discriminate fellow employees based on actual, perceived or suspected HIV status. Employees whoa re suspected of having HIV shall seek immediate assistance from the company clinic or appropriate medical facility. He is encouraged to inform a health care provider such as company physician of his HIV status especially if this will post increase risk of
HIV infection/ transmission. The law requires an HIV positive individual to reveal his status to his spouse/sexual partner. This will serve as a precautionary measure and prevent transmission.
6. RESPONSIBILITIES OF STARTEK
STARTEK shall promote and advocate HIV/AIDS prevention programs through the OSH Committee and HIV/AIDS Committee.
The company shall treat suspected or HIV positive employees with care, equality and respect. It shall ensure that company policy and programs is in accordance to existing government legislations and guidelines including provisions on leaves and benefits.
125
TUBERCULOSIS
POLICY
APPENDIX I
125
In compliance with the Department Order No. 73-05 of DOLE and Executive Order
No. 187 instituting a Comprehensive and Unifed Policy for Tuberculosis Control in the Philippines, the company supports a TB free workplace. Programs are done for education, prevention and cure. A referral system (DOTS accredited government institution and HMO accredited clinics and physicians) is implemented for TB positive individuals for treatment, monitoring and follow-ups. Preventive measures and precautions are applied to minimize risk, transmission and spread.
A. COVERAGE
All employees regardless of status/tenure.
B. FORMULATION and IMPLEMENTATION
The Health and Saftey Committee shall be responsible for formulating and overseeing the implementation of the workplace TB policy and program with participation from management and workforce.
C. COMPONENTS OF A TB WORKPLACE PREVENTION AND CONTROL
POLICY AND PROGRAM
1. PREVENTION
The company shall promote TB awareness dealing with the nature, transmission, diagnosis and medical management through information dissemination and undertake programs and activities for TB education and training.
2. MEDICAL MANAGEMENT
Suspected and Positive Cases of TB shall be referred to the clinic, pulmonologist, or HMO accredited clinics and hospitals for assessment and medical management. Employees diagnosed as positive cases, as well as their family members, will be referred to private or public DOTS (Directly Observed Treatment Short Course) for control and management.
3. RECORDING AND REPORTING OF CASES
The company clinic shall be responsible in record keeping and reporting of diagnosed TB cases. Reporting shall be done using an appropriate form (i.e. Annual Medical Report) in compliance with the DOLE requirements for reporting of illnesses and injuries in the workplace.
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TUBERCULOSIS
POLICY
APPENDIX I
126
4. SOCIAL POLICY
Non-discrimination
There shall be no discrimination on employees who are diagnosed as TB positive. He/she is entitled to work as long as certifed by the company’s accredited health provider as medically ft and shall be restored to work as soon as the illness is controlled.
Work Accommodation
This will be provided depending on the agreement made by the management team and the employee, whatever is deemed applicable in such case and as recommended by accredited HMO physician. This may be in a form of medical leave and arrangements for return to work. An employee may go through a 6-month medical leave while recuperating without loss of tenure.
Restoration to Work
A TB positive employee is allowed to return to work as determined fit by the company Health Care provider or DOTS provider.
5. ROLES AND RESPONSIBILITIES OF EMPLOYEE WITH TB OR AT
RISK FOR TB
Employees who have symptoms of TB shall seek immediate assistance from the company clinic or accredited HMO. Once diagnosed to be TB positive, he/she shall avail of the prescribed medical treatment (i.e. DOTS) and shall adhere to the prescribed course/duration with strict compliance. A TB positive employee must go through proper treatment and will be refused to enter the company premises while on LOA unless a ft to work has been secured from an HMO accredited physician.
6. ROLES AND RESPONSIBILITIES OF STARTEK
The company shall provide TB positive employee means of acquiring treatment through a referral system on which they can acquire one.
Any contact in the workplace shall be traced and clinically assessed.
Encouragement to the worker of having his/her family members
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TUBERCULOSIS
POLICY
APPENDIX I
127
and other exposed individuals within his community to be clinically assessed and referred is part of the company’s context of Corporate
Social Responsibility and Occupational Safety and Health (OSH)
Program.
TB Benefts Policy of ECC, SSS and PHILHEALTH: “The diagnostic and treatment criteria in the current NTP (National TB Program) Policy will be adopted as the basis for determining appropriate compensation for TB benefts from the ECC, SSS and Philhealth.” (Refer to TB
Comprehensive Unifed Policy or CUP link in www.oshc.dole.gov.ph) -
D.O. No.73-05 of DOLE
128
FAMILY
WELFARE
PROGRAM
APPENDIX J
128
COMPANY POLICY ON FAMILY WELFARE PROGRAM
As a company, STARTEK Philippines supports its employees and gives importance to its families. It provides wellness programs which aim to address healthy lifestyle to workers and extend its awareness and services to families and environment.
A. COVERAGE
All employees regardless of status/tenure.
B. FORMULATION and IMPLEMENTATION
The Health and Safety Committee shall be responsible for formulating and overseeing the implementation of the workplace Family Welfare
Program and its components.
C. COMPONENTS OF A FAMILY WELFARE PROGRAM
1. NUTRITION< SPIRITUALITY and VALUE FORMATION, SPORTS and
LEISURE
The company encourages proper nutrition, enhancement of spiritual values and engagement in sports and leisure. Programs are in place for these activities such as Proper Nutrition Campaign and
Spiritual Seminars. Referral to counseling are also available. Each site has and Olympics are highly encouraged. These aspects are all part of the Employee Wellness and the company’s holistic approach to quality of life.
2. MEDICAL HEALTH CARE, REPRODUCTIVE HEALTH and
RESPONSIBLE PARENTHOOD
The company provides a medical health care through the company clinic available 24/7 to employees regardless of tenure. An accredited HMO provides medical benefts and assistance to regular employees and their families while discounts on other health facilities are given to probationary employees. A 24/7 ambulance is also available on site for cases of emergency. Access to reproductive health and responsible parenthood are provided through referral system to an accredited DOH facilities and the counseling center.
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WELFARE
PROGRAM
APPENDIX J
129
3. INCOME GENERATION/LIVELIHOOD/COOPERATIVE, HOUSING and TRANSPORTATION
STARTEK promotes proper handling of fnances and income through fnancial and stress management seminars and lectures. Financial assistance and benefts are also provided including housing assistance/ referrals and transportation allowance which is given to all employees.
During inclement weather and company events, the company provides the use of the company van for employees.
4. EDUCATION, GENDER EQUALITY
STARTEK Philippines is an equal opportunity employer. It hires and promote employees regardless of gender/sexuality. It promotes equality and education through the Peer Educators who have been trained by ILO for promoting healthy lifestyle and changes.
5. ENVIRONMENT PROTECTION, HYGIENE, SANITATION
As a company, it believes in proper care of the workplace as well as the environment. Facilities upholds the policies on proper use of the workplace, hygiene and sanitation. This includes the sleeping quarters, work stations and building premises. It also promotes community projects on society and the environment as part of the company’s social responsibility. 130
MEDICAL LOA
PROCEDURE
APPENDIX K
130
131
NON-MEDICAL
LOA PROCEDURE
APPENDIX L
131
132
LOCKER, LATERAL
AND PEDESTAL
ISSUANCE POLICY
APPENDIX M
132
PURPOSE
The purpose of this policy is to defne processes, roles, and guidelines for locker, lateral, and pedestal issuance and usage.
SCOPE
The policies, procedures, and guidelines stated herein cover all lockers, laterals, and pedestals located on STARTEK Philippine sites, their users, and the personnel in-charge of maintaining these equipment.
DEFINITIONS
Lockers - Assigned secure storage spaces within the site where employees can leave their belongings that are not allowed within the production area. Pedestals - Assigned secure storage equipment within the site where employees who aren’t normally given a locker can place their belongings. These equipment are generally mobile (i.e. wouldn’t require special equipment to move around).
Laterals - Assigned secure storage equipment within the site where common items and documents used by a department are stored. These equipment are generally stationary as they would require heavy lifting devices to move around.
Assignee- The employee or team assigned a certain locker, lateral, or pedestal. Locks - Device used to secure a locker. As stated below in the guidelines locks that will be allowed are padlocks and combination locks.
Shackle - Typically the U-shaped loop of metal (round or square in cross-section) that encompasses what is being secured by the lock.
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LOCKER, LATERAL
AND PEDESTAL
ISSUANCE POLICY
APPENDIX M
133
PROCEDURES
A. Locker Issuance
1. The Training Team will send a list of employees who will be assigned lockers to the Facilities Team.
2. The Facilities Team checks available lockers and assigns them to the employees. 3. The Facilities Team sends back the list of employees with their assigned lockers to the Training Team.
4. The Training Team informs the employees of their locker assignments and reminds them to bring their own locks.
B. Locker Assignment Transfers
1. As a general rule, transferring of lockers is not permitted. This will only be permitted if there is a medical justifcation for the transfer, or when the user has been transferred to a different program.
2. The employee’s supervisor sends a request to the Site Facilities Team
(Ortigas Facilities or Makati Facilities) including his/her present locker assignment and a copy of the medical certifcate if the request is due to medical reasons.
3. The Facilities Manager/Facilities Assistant approves or denies the request.
4. If the request is approved, the Security Team will send the new locker assignment to the employee’s supervisor.
C. Locker Audit
1. Lockers will be opened by the company on four occasions – illegal usage of locker, locker audit, locker inspection, and safety/security threats.
They will be opened by the company with tools available to them (spare key, bolt-cutters, etc)
2. In cases of locker audits or locker inspections, the facilities team will post a reminder on the locker indicating the date and time that locker before the date and time indicated; otherwise the facilities team will open the locker.
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3. In cases of threats to safety (e.g. bomb threat specifcally identifying a locker; information a locker contains weapons or illegal drugs); the facilities team will alert local authorities and ask assistance in opening the locker. Depending on the case the employee or his/her supervisor will be informed regarding this.
4. All items recovered from lockers during instances described herein will be documented and stored by the facilities team for a maximum of 30 days, after which the items will be properly disposed of. An employee whose locker was opened can claim his/her items within the said time frame. 5. All perishable items recovered from lockers during instances described herein will be documented and stored by the facilities team for a maximum of 24 hours, after which the items will be properly disposed of. Examples of such items are unpreserved food, drinks, wet cloth/ clothing, etc.
GUIDELINES
Lockers
1. Lockers within the sites belong to STARTEK Philippines, and thus care must be ensured in using them. Any repairs due to damage caused by the employee (negligence, violations to this policy, etc), shall be shouldered by the erring employee.
2. Illegal items such as weapons, explosives, and prohibited drugs will not be allowed to be stored in the lockers.
3. Wet cloths, clothing materials, food items with overpowering scent, and other similar items that will affect health and sanitation of the locker and the locker area will not be allowed.
4. An employee can be assigned only one (1) locker.
5 Employees who are not authorized to bring in personal items and/ or mobile phones will be eligible to have a locker. These employees are typically agents.
6. An employee will only be allowed to use the locker assigned to him/her.
If a locker is identifed to be occupied by someone other than the assignee, the locker will be opened by the facilities team.
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7. No stickers or labels other than those placed by the facilities team will be allowed on lockers.
8. Excessive decorations (e.g. small stuffed toys, paper arts, pins, etc) will not be allowed on locker doors/locks.
9. Lock holes of the lockers are ¼ inches in diameter. As such, it is required that locks should have a shackle shaft diameter between 1/8 to 3/16 inches in diameter.
10. Only sturdy padlocks and combination locks are allowed.
11. The locker assignee shouldn’t share the keys or combinations to anyone.
The combination of locks should be treated as a personal password and thus shouldn’t be shared.
12. STARTEK Philippines, its management and its facilities management team will not be responsible for any losses or damages to the items of the assignees of the lockers.
PROCEDURES
A. Lateral and Pedestal Issuance
1. The employee sends a request to the Site Facilities Team (Ortigas
Facilities or Makati Facilities) with details of the request, including what the lateral will be for, where it will be placed, and who would be accountable for the key.
2. The Facilities Manager/Facilities Assistant approves or denies the request. 3. If the request is approved, the Security Team will issue the lateral to the requesting employee, if spares are still available.
4. If there are no more available laterals or pedestals and there is a business case why they need one, the requestor would have to go through the regular procurement process to get the lateral or pedestal.
B. Lateral and Pedestal Audit
1. The audit of pedestals and laterals can be triggered by the following groups: - Department Head
- Vice President of Operations
- Facilities Manager
- Human Resources Manager
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2. Audit of laterals and pedestals can be both scheduled and random, depending on need. This document covers only the process on how the audit will be conducted by members of the security team.
3. Present during the audit should be the department head or his/her representative, and a member of the security team. Other employees can also be present depending on the requirements of the audit.
4. The security personnel would bring a duplicate key of the pedestal or lateral, a logbook, and a camera. He/she will be the one to open the pedestal or lateral that will be audited.
5. Upon opening, the security personnel will log all items found in the pedestal or lateral. He/she will also take pictures of the contents of the pedestal or lateral. These will be part of the audit results report that will be submitted after the audit.
6. Any illegal items will be immediately confscated and turned over to proper authorities.
7. After inspection, the security personnel will lock the audited pedestal or lateral. GUIDELINES
Laterals and Pedestals
1. Laterals and pedestals within the sites belong to STARTEK Philippines, and thus care must be ensured in using them. Any repairs due to damage caused by the employee (negligence, violations to this policy, etc), shall be shouldered by the erring employee.
2. Illegal items such as weapons, explosives, and prohibited drugs will not be allowed to be stored in the laterals and pedestals.
3. Wet cloths, clothing materials, food items with overpowering scent, and other similar items that will affect health and sanitation of the lateral/ pedestal and the area it is deployed will not be allowed.
4. An employee can be assigned only one (1) pedestal and/or one (1) lateral, depending on the employee’s rank.
5. Pedestals can be issued only to employees who are Team Leaders,
Managers, Directors, or Vice Presidents. Pedestals also, by default, are included in all Team Leader stations, and seats inside offices.
Please note that this doesn’t mean a pedestal will be automatically issued to these employees.
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6. 4-drawer laterals can be issued only to teams who would need to store items that are shared within members of their group. Examples of these items are BRJs, manuals, etc. Examples of these teams are Team Leaders under an OM, Training teams, etc. Please note that this doesn’t mean a lateral will be automatically issued to these employees or groups.
7. By default large offces have 2-drawer laterals in them, unless they have been requested to be moved elsewhere.
8. An employee will only be allowed to use the lateral or pedestal assigned to him/her. The assignee can request the Facilities Team to open the lateral or pedestal for them if they forgot their keys.
9. If the keys assigned to the employee are lost, he/she will be responsible in having the keys duplicated. He/she can request a copy of the key from the Facilities Team, and must return the key after 18 hours upon issuance.
10. No stickers or labels other than those placed by the Facilities Team will be allowed on pedestals/laterals.
11. The keys should not be shared to anyone. In the case of laterals where there will be multiple users, if the key will be duplicated and given to more than one person, the requesting employee should give the names of the people who have keys to the Facilities Team
12. STARTEK Philippines, its management and its facilities management team will not be responsible for any losses or damages to the items of the assignees of the lockers.
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Pursuant with the policy of the State to promote drug free workplaces and in compliance with Section 47 of Republic Act No. 9165, STARTEK enforces this policy.
You are required to cooperate and comply with this policy for the betterment and protection of your personal well being, that of your families, co-employees and society.
Strict
compliance with this policy is made a condition continued employment.
Coverage
This policy applies to all applicants, trainees and employees (managerial, supervisory, rank-and-fle or casual) of the Company, regardless of work assignments and schedules. Defnitions
The following terms shall be understood to mean as follows: a} Illegal/Prohibited Drugs- any drug which is not legally obtainable or is prohibited; any drug without the necessary prescription or permit to be legally obtainable; any prescribed drug not being used for its prescribed purpose; any over the counter drug being used at a dosage level higher than the recommended or prescribed use; any over the counter drug being used for a purpose other than that intended by the manufacturer; any drug being used not in accordance with bona fide medical therapy; and chemicals substances classifed by law or any government agency as illegal drugs, including but not limited to Marijuana, Methyl amphetamine Hydro- chloride or Shabu,
Methylenedioxymethamphetamine or Ecstasy, Opium, Opium Poppy and alike.
b) Screen Test- any test for drugs or alcohol utilizing testing of body fuids
(blood, urine, etc.) or any other medically-established reliable method of testing to detect a number of physical conditions, including the presence of drugs.
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c) Employee- any person in the employ of the Company; it includes those applying for a position in the Company.
Employee Awareness
A drug-free awareness program will be instituted by the Company to inform employees about: a) The Dangers of Drug Abuse in the workplace; b) The Company
Policy of maintaining a drug-free workplace; c) Any available drug counseling, rehabilitation, and employee assistance programs; and d) The penalties that will be imposed in the event of violation of the Drug Abuse Policy of the workplace.
Prohibited Activities
The following acts are prohibited:
a) Reporting for work under the infuence of illegal drugs. For this purpose, it is hereby required that all employees taking any kind of medication to furnish the company nurse the name and prescription of the medication they are taking. Upon investigation and it is determined that such prescription drug might affect the functions of the employee thereby posing a threat to the life and/or limb of his fellow employees, or to Company property, the Company hereby reserves the right to refuse to let the concerned employee work and place him on medical leave until such time that the medication is no longer required.
b) Testing positive for illegal drugs in accordance with the drug testing procedure as provided herein.
c) The possession, use, sale and transfer of illegal drugs in the workplace or during working hours.
d) Instigating, encouraging or infuencing any employee or person connected with the Company to use or possess a prohibited or illegal drug as defned herein.
e) Instigating and/or encouraging the commission of any of the offenses in (a), (b) and (c).
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Drug Testing
Pursuant to the mandate of RA 9165 and the directive of the Department of Labor and
Employment, the Company shall regularly conduct a Drug Screen Testing for its employees on a selected and/or random basis.
Employee Drug Testing - All employees, as a condition for their continued employment, are required to submit to Drug Screen Test whenever directed by
Management. List of instances, not exclusive, when Drug Testing is mandatory:
1) An employee who exhibits such behavior which would lead to the reasonable suspicion that such employee is in the infuence of illegal drugs. Such reasonable suspicion may be brought about by, but not limited to the following: i) observable conduct during work hours; ii) abnormal conduct or erratic behavior or a signifcant deterioration in performance; iii) report and/or evidence of drug use; and iv) other similar circumstances.
2) An Employee who has caused or has been involved in an accident while in the performance of his duties.
3) An employee may be randomly selected to submit his/her person to
Drug Screen Test at any time.
Any Employee required to submit to a Drug Screen Test based on the reasonable suspicion of Drug Use [1 and 2] may be placed under preventive suspension prior to the release of the test results.
Procedure for Drug Testing
All testing will be conducted by a bona fde medical laboratory, which will follow testing procedures and standards set by the Department of Health (DOH).
Should the Drug Screen Test turn out positive results, a confrmatory test will then be conducted. Should the Confrmatory test turn out positive, Management will then evaluate the case of the employee concerned and determine the appropriate penalty to be imposed and/or administrative intervention to be extended to the employee.
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The concerned employee shall be notifed of the results of the test and shall, at his own expense, be given an opportunity to contest the same.
Confdentiality
The test results are considered confdential and are the property of the Company. The results are not to be disclosed to anyone except to Management who possesses a need for the information relevant to their functions, the employee concerned or the prospective employee. The confdential nature of the test result is automatically waived by the employee in the event of fling any kind of action against the Company, wherein the test result may be used as material evidence.
Penalties
Subject to observance of due process, the penalty of thirty (30) days suspension to
Dismissal from employment shall be imposed against any violators.
Refusal to undergo Drug Screen Testing is considered as a violation of this Policy and will be meted the same penalty of thirty (30) days suspension to Dismissal. If a suspension is meted, a medical clearance is required before the concerned employee may be allowed to come back to work. Failure to provide the said document will be construed as the employee’s refusal to go back to work, which constitutes abandonment of work and serious misconduct resulting in termination.
Inspections and Seizures
In order to achieve the Company’s commitment to keep the workplace Drug Free, the
Company reserves the right to search the work areas, including lockers, packages and bags of its employees. The Company also reserves the right to search the person or the employee and the area within his immediate control at any time, even without cause during Company hours.
The Company also reserves the right to confscate and surrender to the authorities any perceived dangerous drug found to be in the possession of the employee.
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Introduction
In general, sexual harassment pertains to verbal or physical conduct by any individual, such as a manager, supervisor, rank-and-fle employee, that creates an intimidating, offensive, or hostile work environment. It includes the act of (a) demanding, (b) requesting or
(c) otherwise requiring sexual favors from a person who is under the authority, infuence or moral ascendancy of the person demanding, requesting or requiring the sexual favor.
In compliance with Republic Act No. 7877, the following Rules and Regulations (“Rules”) governing the prevention of sexual harassment and outlining the procedure for the resolution, settlement and/or disposition of sexual harassment cases, as well as prescribing the proper decorum in the workplace for offcials and employees of the
Company, are hereby issued.
Defnition of Terms
a) “Applicant” refers to a person seeking employment in the Company
b) “Committee” refers to the Committee on Decorum and Investigation.
c) “Company” refers to the Philippine branch of STARTEK International Limited
d) “Employee” refers to any person in the service of the Company and who receives compensation for such service.
e) “employment or training environment” refers to the working environment or anywhere else a worker is required to be at as a result of employment responsibilities or employment relationship.
f) “Offcer” refers to a person employed by the Company who acting for and in behalf of the Company lays down and executes management policies and has the power to hire, transfer, suspend, lay-off, recall, discharge, assign or discipline employees. In the Company, this refers to the management team.
g) “Rank-and-File Employee” refers to one not falling within the defnitions of offcers and supervisory employees.
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e) “Sexual” refers to anything that relates to the sphere of behavior associated with libidinal gratifcation or the satisfaction of lustful desires or strivings. It also includes behavior pertaining to, affecting, or characteristic of sex, the sexes, or the sex organs and their functions, implying, or symbolizing erotic desires or activities.
f) “Supervisory Employee/Supervisor” refers to one who, in the interest of the employer, effectively recommends managerial actions such as hiring, transferring, suspending, laying-off, recalling, discharging, assigning or merely routinary or clerical in nature but requires the use of independent judgment. In the Company, this refers to Team Leaders, Supervisors,
Managers and Directors.
j) “Victim” refers to any managerial, supervisory or rank and fle employee or any applicant for employment or any other non-employee who has offcial business with the Company against whom acts of sexual harassment may be committed.
j) “Uninvited/Unwelcome” refers to anything that is not sought for or solicited voluntarily by the subject of the act.
Coverage
1. Offcers, supervisors and rank and fle employees
These Rules shall apply to any offcer, supervisory and rank and fle employee of the Company, who is charged with having or who claims to have been sexually harassed in the employment or training environment or whether such employee is holding positions under regular, casual, project, fixed term or probationary status.
Sexual harassment under these Rules is not limited to cases involving abuse of authority or power but includes as well those in peer relationships, such as offcer-offcer, supervisor-supervisor, or rank and fle employee and another rank and fle employee. It also contemplates cases of harassment involving persons of the same or opposite sex.
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2. Applicants and others
These Rules shall also cover applicants for employment in the Company, as well as any non-employee who has offcial business with the
Company, against whom acts of sexual harassment may be committed by offcers, supervisors or rank and fle employees of the Company.
Persons Liable
1. Sexual harassment is committed by any
• Offcer,
• Supervisor, or
• Rank and fle employee
2. Other persons liable
Any Company offcer, supervisor or rank and fle employee who directs or induces another to commit any act of sexual harassment as defned under Section I of these Rules or who cooperates in the commission thereof by another, without which it would not have been committed, shall also be liable for sexual harassment.
When Committed
a) a sexual favor is made as a condition for hiring, re-employment or continued employment or in granting favorable compensation, promotions or privileges, and other terms and conditions of employment, or requirement results in limiting, segregating or classifying the victim which in any way would discriminate against, deprive or diminish the victim of employment opportunities or otherwise adversely affect said victim, or the above acts would violate or impair the victim’s rights or privileges under existing labor laws, or the above acts or other acts of a sexual nature would result in an intimidating, hostile or offensive environment for the victim. 145
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Where Committed
Sexual harassment may be committed in any employment or training environment.
It may include but is not limited to the following:
• within or outside the Company premises;
• at employment or training-related social functions;
• in the course of work assignment outside the Company premises;
• at employment-related conferences, studies or training sessions; or
• during employment-related travel.
Forms of Sexual Harassment
Sexual harassment may take many forms. It may be subtle and indirect or blatant or overt. It may be physical, verbal or visual in nature.
Sexual harassment may take the form of, but is not limited to, the following acts:
• obscene phone call during and outside working hours
• taunting with constant talk of sex or sexual innuendoes when the same is unwelcome • persistent telling of smutty jokes to the victim who has indicated that he/ she fnds them offensive
• displaying offensive or sexual pictures, publications or objects in the workplace • unwelcome asking of intimate questions on the victim’s sexual activities
• making offensive hand or body gestures at the victim
• staring, leering, whistling
• graphic commentary about an individual’s body, sexual prowess or sexual deficiencies • other analogous acts, verbal or non-verbal, which has for its purpose the sexual gratifcation of the offender and which is generally annoying, disgusting or offensive to the victim
• unwelcome pinching or touching of less-sensitive parts of the victim’s body or unwelcome or improper gestures of affection
• unnecessary brushing up against the victim’s body
• requesting for dates or favors in exchange for a job, favorable working conditions or assignments or under the threat of discrimination or deprivation of employment opportunities
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• voyeurism
• exhibitionism (showing of genitals)
• other analogous acts of a sexual nature, verbal or non-verbal which is generally annoying, disgusting or offensive to the victim
• touching a victim on the sensitive parts of his/her body
• threats of a sexual nature
• actual sexual assault
• other unwelcome overt sexual advances or analogous act or conduct of a sexual nature or for purpose of sexual gratifcation which is generally annoying, disgusting or offensive to the victim.
Committee on Decorum and Investigation (“Committee”)
1. Composition of Committee
The Committee shall be composed of the following:
• Managerial Employee - Chairperson
• One Supervisory Employee - Member
• One Rank and File Employee - Member
2. Functions
The Committee shall have the following functions:
• receive complaints of, investigate and hear sexual harassment cases, and prepare and submit reports with recommendations to the
HR Director of the Company regarding the resolution of the complaint; • conduct meetings, orientations, and/or seminars with offcers and employees to increase understanding and prevent incidents of sexual harassment;
• with the approval of the management, from time to time, revise and/or alter any of these Rules, in the form of memoranda/ circulars, if any of the portion or provision is declared void or unconstitutional and/or as the need arises;
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• develop rules in the settlement of sexual harassment complaints, taking into consideration confdentiality and respect to privacy;
• ensure that no complainant shall be subjected to further harassment or retaliation by the person alleged to have committed acts of sexual harassment.
Any member of the Committee who complains of or is the subject of a complaint of sexual harassment shall inhibit himself/herself from participating in the deliberations of the Committee.
A member of the Committee who shall be related by consanguinity or affnity to any complainant or respondent in a sexual harassment complaint shall inhibit himself/ herself from the proceedings relating to that case. Any vacancy in the Committee shall be flled by senior management.
3. Confdentiality
All the members of the Committee shall commit to observe confdentiality with regard to all matters relative to and arising out of their duties and functions in the course of investigating sexual harassment cases. Each member of the
Committee shall undertake in writing to keep in strict confdentiality the names of the persons and the circumstances surrounding sexual harassment cases investigated by the Committee.
A breach of confdentiality committed by any member of the Committee will be deemed a breach of his/her employment contract with the Company and a ground for his/her termination from employment with the Company.
Procedure
1. Complaint
(a) The complainant shall fle his/her complaint personally with the HR team within six (6) months from the time the alleged act of sexual harassment was committed.
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(b) No particular form is required but the complaint must be in writing, signed and sworn to by the complaint.
(c) It must contain the following:
c.1 the full name, position title and address of the complainant;
c.2 the full name, position title and address of the respondent;
c.3 a specifcation of the charge or charges (date, time, place, how it happened, involvement of other people, witnesses); c.4 a brief statement of the relevant and material facts.
Where the complaint is not under oath, the complainant shall be summoned by the
Committee to swear to the truth of the allegations in the complaint.
(d) In support of the complaint, the complainant shall submit any e vidence he/she has, including affdavits of witnesses, if any, together with the complaint.
(e) Where the complaint is vague or too general, the Committee may require the complainant to specigy the acts complaines as sexual harassment in writing within fve (5) working days from receipt of the notice, otherwise, the complaint shall be dismissed.
(f) The Committee shall furnish each respondent with a copy of the complaint and require the respondent to fle his/her answer to the complaint within ten (10) working days from the receipt of the complaint.
(g) A withdrawal of the complaint made or fled at any stage of the proceedings shall not preclude the Committee from proceeding with the investigation of the case.
2. Answer
(a) The respondent shall fle his/her answer to the complaint within the prescribed period, from the receipt of the complaint.
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(b) The answer shall be in writing, signed and sworn to by the respondent and copy furnished the complainant. No particular form is required but it is suffcient if the answer contains a specifc admission or denial of the charge or charges and a statement of the relevant facts constituting the respondent’s defense. (c) The respondent shall indicate in his/her answer whether or not he/ she elects a formal investigation.
(d) In support of the answer, the respondent shall submit any evidence he/ she has including affdavits of witnesses, if any, together with the answer.
(e) The answer must be fled personally with any member of the
Committee.
(f) Unless otherwise directed by the Committee, failure of the respondent to file an answer or to appear in the investigation shall be construed as a waiver to present evidence in his/her behalf. On the basis of evidence and pleadings submitted the
Committee shall resolve the case.
3. Reply
The complainant may fle a reply to the respondent’s answer within ten
(10) working days from receipt of the answer.
4. Preventive Suspension
The head of the Human Resources Department may impose preventive suspension on any offcer or employee who is the subject of a sexual harassment complaint for not more than thirty (30) calendar days pending the resolution of the complaint, if the Committee recommends the preventive suspension because there are strong reasons to believe that the said offcer or employee poses serious and imminent threat to the life of other offcers or employees in the Company or to the properties of the Company.
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When the case against the offcer or employee under preventive suspension is not fnally decided within a period of thirty (30) calendar days after the date of suspension, he/she shall be automatically reinstated. Provided, that when the delay in the disposition of the case is due to the fault, negligence or petition of the said offcer or employee, the period of the delay shall not be counted in computing the period of suspension. 5. Hearing
a) Committee may conduct a hearing within thirty (30) calendar days from the fling of the charges. However, the Committee may extend the period of hearing if it deems necessary.
b) The parties and their respective witnesses shall be notifed of the scheduled hearing before the date thereof, specifying the time, date and place of hearing.
c) Either party may require the attendance of witnesses and the production of documentary evidence in his/her favor through the compulsory process of subpoena or subpoena duces tecum. d) No postponement shall be granted except in meritorious cases.
e) All documentary evidence shall be admitted for whatever value they may have and shall be attached to the record of the case.
6. Decision
Within thirty (30) calendar days from the last hearing date, the Committee shall issue its recommendations with regard to the resolution of the case.
The Committee shall submit its recommendations to the HR Director and
General Manager.
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Within fve (5) working days from receipt of the Committee recommendation, the HR Director shall issue a decision based on the findings and recommendations of the Committee.
The decision of the HR Director shall be final and executor immediately after receipt of the copy thereof by the parties unless a motion for reconsideration is fled with the President.
7. Motion for Reconsideration
The aggrieved party may fle an appeal within ten (10) working days from the receipt of the copy of the decision based on any of the following grounds:
• new evidence has been discovered which materially affects the decision; • the decision is not supported by the evidence on record; or
• errors of law or misappreciation of facts.
8. Malicious Complaint
If a complaint for sexual harassment is found by the Committee to have been fled maliciously or solely for the purpose of deliberately damaging the reputation of the respondent, the complainant in bad faith shall be subject to disciplinary action which may include his/her termination from employment.
Administrative Sanction
Sexual harassment amounts to disgraceful, immoral and grave misconduct. Please refer to Appendix “A-1” for an enumeration of these acts. This enumeration is not exhaustive and is merely illustrative of acts of sexual harassment.
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Such conduct may be punished as follows:
The Company shall not be limited to the above sanctions and may increase, add to, or change the above-prescribed penalties as it deems proper based on the circumstances surrounding the commission of the sexual harassment act or acts.
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Proprietary Information and Inventions Agreement
This Proprietary Information and Inventions Agreement (“Agreement”) is made in consideration for my employment or continued employment by STARTEK Inc. or its subsidiaries or affliates (the “Company”), and the compensation now and hereafter paid to me. I hereby agree as follow:
1. NONDISCLOSURE.
1.1 Recognition of Company’s Rights; Nondisclosure. At all times during your employment and thereafter, you shall hold in strictest confdence and will not disclose, use, lecture upon or publish any of the Proprietary Information (defned below) of the Philippine branch of STARTEK International Limited (“STARTEK Manila”) and its related companies (including without limitation STARTEK, Inc. or its subsidiaries or affliates) (collectively, “STARTEK Group”), except as such disclosure, use or publication may be required in connection with your work for STARTEK Manila, or unless an offcer of STARTEK
Manila expressly authorizes such in writing. You shall obtain STARTEK
Manila’s written approval (written, verbal, or otherwise) that relates to your work at STARTEK Manila and/or incorporates any Proprietary
Information. All Proprietary Information shall be the sole property of the STARTEK Group and its assigns.
1.2 Proprietary Information. The term “Proprietary Information” shall mean any and all confdential and/or proprietary knowledge, data or information of the STARTEK Group. By way of illustration but not limitation, Proprietary Information includes (a) trade secrets, inventions, data, programs, other works of authorship, know-how, improvements, discoveries, developments, designs and techniques
(hereinafter collectively referred to as “Inventions”); and
(b) information regarding plans for research, development, new products, marketing and selling, business plans, budgets and unpublished financial statements, licenses, prices and costs, suppliers and customers; and (c) information and Inventions breach of this Confdentiality, Non-Compete and Non-Solicitation
Policy (as used herein, the “Policy”), and your own, skill, knowledge, know-how and experience to whatever extent and in whichever way you wish.
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1.3 Third Party Information. STARTEK Group has received and in the future will receive from third parties confdential or proprietary information to maintain the confdentiality of such information and to use it only for certain limited purposes. During the term of your employment and thereafter, you will hold Third Party Information in the strictest confdence and will not disclose to anyone (other than STARTEK Manila personnel who need to know such informa tion in connection with their work for STARTEK Manila) or use, except in connection with your work for STARTEK Manila, Third
Party Information unless expressly authorized by an officer of
STARTEK Manila in writing. Furthermore, you will not accept on behalf of STARTEK Group any Third Party Information unless expressly authorized by an offcer of STARTEK Manila in writing.
Moreover, if required by the third parties providing Third Party
Information or STARTEK Group, you shall sign confdentiality agreement and other appropriate agreement. Failure to sign such agreement may be a ground for disciplinary action, including employment termination.
1.4 No Improper Use of Information of Prior Employers and Others.
During your employment with STARTEK Manila, you will not improperly use or disclose any confdential information or trade secrets, if any, of any former employer or any other person to whom you have an obligation of confdentiality, and you will not bring onto the premises of STARTEK Group any unpublished documents or any property belonging to any former employer or any other person to whom you have an obligation of confdentiality unless consented to in writing by that former employer or person.
You will use in the performance of your duties only information which is generally known and used by persons with training and experience comparable to your own, which is common knowledge in the industry or otherwise legally in the public domain, or which is otherwise provided or developed by STARTEK Group.
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1.5 Obligations to Notify and Assist STARTEK Group. In the event that you are required by law, regulation or court order to disclose any
Proprietary Information or Third Party Information, you shall promptly notify STARTEK Group in writing of the requirement and assist STARTEK Group or the relevant third party in obtaining a protective order or other appropriate remedy from the proper authority. If STARTEK Group or the relevant third party is unable to obtain the protective order or other appropriate remedy in a timely manner, you shall furnish only that portion of the information that is legally required to be disclosed and shall exercise all reasonable efforts to obtain reliable assurances that confdential treatment will be accorded the information disclosed.
2. NO CONFLICTS OR SOLICITATION. During the period of your employment by STARTEK Manila, you will not, without the STARTEK Manila’s express written consent, engage in any other employment or business activity, nor engage in any other activities which confict with your obligations to
STARTEK Group. To protect STARTEK Group’s Proprietary Information, and because of the position in STARTEK Manila that you may hold during your employment with STARTEK Manila whether full-time or part-time employment with STARTEK Manila, you will not (a) directly or indirectly solicit or induce any employee of STARTEK Group to terminate or negative ly alter his or her relationship with STARTEK Group or (b) directly or indirectly solicit the business of any client or customer of STARTEK Group
(other than on behalf of STARTEK Manila) or (c) directly or indirectly induce any client, customer, supplier, vendor, consultant or independent contractor of STARTEK Group to terminate or negatively alter his, her or its relationship with STARTEK Group. The geographic scope of the nonsolicitation should include the “Restricted Territory” (as defned below).
The restriction under this provision shall apply only during the period of their employment and not thereafter.
2.1 COVENANT NOT TO COMPETE. During the period of your employment, you will have access to and knowledge of
Proprietary Information. To protect STARTEK Group’s Proprietary
Information, and because of employment with STARTEK Manila whether full-time or part-time employment with STARTEK Manila,
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you will not directly or indirectly personally participate or engage in (whether as an employee, consultant, proprietor, partner, director or otherwise), or have any ownership interest in, or participate in the fnancing, operation, management or control of, any person, frm, corporation or business that engages in a “Restricted Business” in a “Restricted Territory”
(as defned below). Ownership of no more than one percent (1%) of the outstanding voting stock of a publicly traded corporation shall not constitute a violation of this provision. The restriction under this provision shall apply only during the period of their employment and not thereafter.
2.2 As used herein, the terms:
(i) “Restricted Business” shall mean the design, development, marketing, commercialization or sales of any products or ser vices that directly compete in the marketplace with any such product or service then sold by STARTEK Group or then in development by STARTEK Group and projected to be sold within one (1) year of your last day of employment with
STARTEK Manila.
(ii) “Restricted Territory” shall mean the Philippines and any other country, city, state, jurisdiction, or territory in which
STARTEK Group does business and in which or for which you have or will have responsibilities during your employment with
STARTEK Manila.
3. RECORDS. You shall keep and maintain adequate and current records
(in the form of notes, sketches, drawings and in any other form that may be required by STARTEK Group) of all Proprietary Information you have developed and all Inventions that you have made during the period of your employment at STARTEK Manila, which records shall be available to and remain the sole property of the STARTEK Manila at all times. 157
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4. RETURN OF COMPANY MATERIALS. Upon separation from employment, you will deliver to the STARTEK Manila any and all drawings, notes, memoranda, specifcations, devices, formulas, and documents, together with all copies thereof, and any other material containing or disclosing any
STARTEK Group Inventions, Third Party Information or Proprietary
Information of STARTEK Group. Any property situated on STARTEK
Group’s premises and owned by STARTEK Group, including disks and other storage media, fling cabinets or other work areas, is subject to inspection by STARTEK Group personnel at any time with or without notice.
5. LEGAL AND EQUITABLE REMEDIES. Because each employees’ services are personal and unique and because employees may have access to and become acquainted with the Proprietary Information of STARTEK
Group, the latter shall have the right to enforce this Policy and any of its provisions by injunction, specifc performance or other equitable relief, without bond and without prejudice to any other rights and remedies that
STARTEK Group may have for a breach of this Policy.
6. NOTIFICATION OF NEW EMPLOYER. In the event that you leave the employ of STARTEK Manila, you shall notify the new employer of your rights and obligations under this Policy.
B. Assignment of Inventions
1. PROPRIETARY RIGHTS. The term “Proprietary Rights” shall mean all trade secret, patent, copyright, mask work and other intellectual property rights throughout the world.
2. PRIOR INVENTIONS. Inventions, if any, patented or unpatented, which are made prior to the commencement of your employment with STARTEK
Manila are excluded from the scope of the provisions on Assignment of
Inventions. To preclude any possible uncertainty, you shall submit to
STARTEK Manila a complete list (using Previous Inventions Form attached hereto) of all Inventions that you have, alone or jointly with others, conceived, developed or reduced to practice or caused to be conceived, developed or reduced to practice prior to the commencement of your employment with STARTEK Manila, that you consider to be your property
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or the property of third parties and that you wish to have excluded from the scope of the provisions on Assignment of Inventions (collectively referred to as “Prior Inventions”).
If disclosure of any such Prior Invention would cause you to violate any prior confdentiality agreement, you shall not list such Prior Inventions in
Previous Inventions Form but only disclose a cursory name for each such invention, a listing of the party(ies) to whom it belongs and the fact that full disclosure as to such inventions has not been made for that reason provided on Previous Inventions Form for such purpose. If no such disclosure is attached, then you represent that there are no Prior
Inventions. If, in the course of your employment with STARTEK Manila, you incorporate a Prior Invention into a STARTEK Manila product, process or machine, STARTEK Manila is granted and shall have a non exclusive, royalty-free, irrevocable, perpetual, worldwide license (with rights to sublicense through multiple tiers of sublicenses) to make, have made, modify, use and sell such Prior Invention. Notwithstanding the foregoing, you will not incorporate, or permit to be incorporated, Prior
Inventions in any STARTEK Manila Inventions without STARTEK Manila’s prior written consent.
3. ASSIGNMENT OF INVENTIONS. You hereby assign and agree to assign in the future (when any such Inventions or Proprietary Rights are frst reduced to practice or first fixed in a tangible medium, as applicable) to STARTEK
Manila all your right, title and interest in and to any and all inventions (and all Proprietary Rights with respect thereto) whether or not patentable or registrable under the Intellectual Property Code of the Philippines or similar statutes, that you have made or conceived or reduced to practice or learned, either alone or jointly with others, during the period of your employment with STARTEK Manila. Inventions assigned to STARTEK
Manila, or to a third party as directed by STARTEK Manila pursuant to this paragraph, are hereinafter referred to as “Company Inventions.”
4. NONASSIGNABLE INVENTIONS. You recognize that the provisions on
Assignement of Inventions will not be deemed to require assignment of any invention which was developed entirely on your own time without using the STARTEK Manila’s equipment, supplies, facilities, or trade secrets and neither related to the STARTEK Manila’s actual or anticipated business,
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research or development, nor resulted from work you have performed for STARTEK Manila (“Non assignable Inventions”). You hereby agree to assign Inventions created using the STARTEK Manila’s equipment, supplies, facilities or trade secret, or Inventions which are or may be relevant to STARTEK Manila’s existing or future business and such
Inventions are not Nonassignable Inventions.
5. OBLIGATION TO KEEP COMPANY INFORMED. During the period of your employment and for six months after the last day of your employment with STARTEK Manila, you will promptly disclose to
STARTEK Manila fully and in writing all Inventions that you have authored, conceived or reduced to practice, either alone or jointly with others. In addition, you will promptly disclose to STARTEK Manila all patent applications that you have fled or on your behalf within a year after termina tion of employment. At the time of each such disclosure, you will advise
STARTEK Manila in writing of any Inventions that you believe are
Non -assignable Inventions and you will at that time provide to STARTEK
Manila in writing all evidence necessary to substantiate that belief.
STARTEK Manila will keep in confdence and will not use for any purpose or disclose to third parties without your consent any confdential information disclosed in writing to STARTEK Manila pursuant to the provisions on
Assignment of Inventions relating to Inventions that have been identifed as
Non-assignable Inventions.
6. GOVERNMENT OR THIRD PARTY. You shall also assign all your right, title and interest in and to any particular Invention to a third party, including without limitation the United States, as directed by STARTEK Manila.
7. ENFORCEMENT OF PROPRIETARY RIGHTS. You will assist STARTEK Manila in every proper way to obtain, and from time to time enforce, United
States and foreign Proprietary Rights relating to Company Inventions in any and all countries. To that end you will execute, verify and deliver such documents and perform such other acts (including appearances as a witness) as STARTEK Manila may reasonably request for use in applying for, obtaining, perfecting, evidencing, sustaining and enforcing such
Proprietary Rights and the assignment thereof. In addition, you will execute, verify and deliver assignments of such Proprietary Rights to
STARTEK Manila or its designee.
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Your obligation to assist STARTEK Manila with respect to Proprietary
Rights relating to such STARTEK Manila Inventions in any and all countries shall continue beyond the termination of your employment, but STARTEK Manila shall compensate you at a reasonable rate after your termination for the time you actually spent at the STARTEK Manila’s request on such assistance.
8. In the event STARTEK Manila is unable for any reason, after reasonable effort, to secure your signature on any document needed in connection with the actions specifed in the preceding paragraph, you hereby irrevocably designate and appoint STARTEK Manila and its duly authorized offcers and agents as your agent and attorney in fact, which appointment is coupled with an interest, to act for you and in your behalf to execute, verify and file any such documents and to do all other lawfully permitted acts to further the purposes of the preceding paragraph with the same legal force and effect as if executed by yourself. You hereby waive and quitclaim to STARTEK Manila any and all claims, of any nature whatsoever, which you now or may hereafter have for infringement of any Proprietary Rights assigned hereunder to
STARTEK Manila.
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Performance Improvement Plan Standard (PIP)
Why use it?
Performance Improvement Plan (PIP) is a set of guidelines/policies/procedures that aims to maintain acceptable performance standards that are being met in every client and customer interaction.
This process ensures that STARTEK’s commitments are met and monitored and employees are informed of such commitments.
What does it do?
PIP provides immediate feedback on employees about their performance by STARTEK.
Going thru the structured performance plan is to effectively manage performance through additional support, within accelerated timelines, positively impacting team and site target achievement.
This Performance Improvement Plan process is specifc to STARTEK Philippines employees.
The Performance Management Process covers
1. Quality
2. Overall Scorecard/Performance
3. Program/Department Violations
Defnitions
PIP – or “Performance Improvement Plan” is a program designed to support employees who fell short of meeting monthly expectations for the account/department; covers as well the overall performance on the scorecard
Program Violations – set Quality and program violations with corresponding corrective actions that were calibrated by Ops, Quality and HR
Corrective Action – refers to the type of sanction to be issued to the employee upon infraction of Program Violations/Code of conduct.
RFI – Request for Investigation. Due process that an employee will undergo that indicates that all possible action/attempts made to correct the employee’s behavior have failed and up for possible dismissal from the company.
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Overtime/Holiday Premium Rates:
All employees required to work beyond eight hours in one workday is entitled to overtime pay. The basis of overtime pay is found in Article 87 of the Labor Code.
Overtime pay rates depend upon the day the work is performed, whether it is ordinary working day, special day, holiday or rest day.
Note: The basis of Holiday premium Pay is always start of the shift.
All employees under Startek Philippines will follow Philippine Holidays
OT Meal Allowance (Php150)
Granted during the following instances:
a. Employee works regular overtime for at least 4 hours and more
b. Employee works on a Holidays or Rest Days for at least 4 hours
Note: Only 1 OTMA is given per day.
Types of Overtime Basic Premium Excess of 8 hours
Regular Overtime 125%
Rest Days Overtime 130% 169%
Special Holiday Overtime 100% 30% 169%
Special Holiday and Rest Day Overtime
150% 195%
Legal Holiday Overtime 100% 100% 260%
Legal Holiday and Rest Day Overtime
260% 338%
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HELPFUL
LINKS
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ADI - http://adi10.STARTEK.com/philippines/security/login.aspx
Lawson - https://lawson.STARTEK.com/lawson/portal/
Portal - https://portal.STARTEK.com/
Intranet - http://intranet.STARTEK.com/default.aspx
Change Gear - http://servicedesk.STARTEK.com
SSS - http://www.sss.gov.ph/
Pag-Ibig - http://www.pagibigfund.gov.ph/
Philhealth - http://www.philhealth.gov.ph/
Bureau of Internal Revenue - http://www.bir.gov.ph/home.htm
www.STARTEK.com