Workplace Policies

Attendance

Centratel is a 24-hour, 7 day-per-week operation and relies on a high level of employee-to-employee support and cooperation. Our success depends on teamwork; when one is absent or tardy, someone else must adjust his or her schedule and assume duties. If an employee is unable to report to work on time for any reason, he or she must notify their supervisor as soon as possible. In the telephone answering service, staffing is scheduled according to expected call traffic. In the event of an unforeseen absence, management must often arrange for a co-worker to work the absentee’s shift which requires as much notice as possible.

It is critical that the Telephone Service Representative arrives at work on time. TSR’s must arrive early enough to settle into work stations and be ready to enter the call rotation at the precise beginning of the scheduled shift. This means putting lunch away, hanging up coats, and making a visit to the restroom before the shift begins. If one is going to be late, they must contact their supervisor one-on-one and as early as possible so arrangements can be made for someone to cover. The TSR must never leave their station until the schedule relief TSR arrives. If the relief TSR has not arrived by the end of the shift, the TSR to be relieved must notify the supervisor immediately so that substitute arrangements can be made. Incoming calls will not decrease because a Centratel TSR is tardy or absent!

For administrative job classifications it is also necessary to be “up and running” at the precise beginning time of the work-shift. Again, if one is going to be late, the supervisor must be contacted one-on-one and as soon as possible. Being late inconveniences co-workers, clients, potential clients; vendors and/or associates.
All employees must arrive for work early enough to listen to voice mailbox messages before the “rush” begins, or, mailboxes can be checked after these rush times.

An employee not at his/her workstation prepared to work at the beginning of a scheduled shift is considered late. An unexcused absence or tardiness will result in an informal warning. A subsequent incident within 30 days will produce a written warning. Informal and written warnings are placed in personnel files. A 3rd incident in 30 days will lead to termination of employment. A chronic pattern of absences or tardiness beyond the stated 30-day period is also cause for concern and can also lead to disciplinary action.

If an employee is absent because of an illness for three or more successive days, and before returning to work, management may request a written doctor’s release stating the employee is able to resume normal work duties.

Computers, the Internet, E-mail and Voice Mail

Centratel property, including computers, electronic mail and voice mail systems, are for conducting company business only. Internet access is provided solely for conducting business related activity. Instant Messaging and Email communications for any reason other than legitimate company business are expressly prohibited. Only incidental and occasional personal use of company computers and voice mail and electronic mail systems is permitted. We take this very seriously. In the past, Centratel has terminated employment for violation of this policy.

Do not conduct social internet communications with other staff members. Also, whether on duty or during breaks, under no circumstances should computers be used for web browsing, games or outside communications via Email, Instant Messenger, etc.

All computer information, voice mail and electronic mail messages are considered company records. Centratel maintains the right and has the ability to enter any of these systems to inspect and review data. Do not assume messages are private and confidential.

Updated 12/08/2006 (in italics): Centratel incorporates a very sophisticated IT activity reporting system (this is to be expected, considering the confidential nature of the work we perform for our clients). These reports provide precise details of each internet or internal transaction (web browsing, IM, email, file access, etc) including but not limited to time of transaction, transaction details, individual involved, etc.

Here are the reports that are regularly generated:
Web Sites Visited Most Frequently
Web Sites Where Users are Spending the Most Time
Users Consuming the Most Internet Bandwidth
Users Spending the Most Time Within Applications
Users Sending the Most Email
Applications where Users are Spending Most Time
Users Spending the Most Time Chatting
Users Typing the Most Keystrokes
Users Downloading the Most Files
Users Printing the Most Documents
Users Transferring Files to Removable Media
Users Frequenting Webmail

The electronic mail system may not be used to solicit for commercial ventures, religious or political causes, outside organizations or other non-job related solicitations.

In addition, the electronic mail system is not to be used to send or receive copyrighted materials, trade secrets, proprietary financial information, or similar materials without prior authorization.
Nor should the electronic mail system be used to create offensive or disruptive messages. Among those considered offensive are any messages that contain sexual implications, racial or gender-specific comments, or any other comments that offensively address someone's age, sexual orientation, religious or political beliefs, national origin or disability.

Displaying, downloading or distributing offensive images or files is contrary to our standards and will not be tolerated. Downloading any software or files without the express permission of the President/CEO is prohibited.

All employees are required to abide by this policy as an on-going condition of employment.

Dress Code

At Centratel, the dress code is “casual professional.” Examples of clothes not considered appropriate are sweat pants, sweatshirts, T-shirts, short-short skirts, shorts, faded or “holey” blue jeans, bare midriff outfits, see-through garments or clothes with holes. A guideline for men is to wear a shirt with a collar and shoes as opposed to “tennies.” For women, and men, avoid clothes that would be “worn around the house on a Saturday afternoon.” We are a professional office and our casual/professional dress code will be maintained as long as staff respects our organizational aim of “looking as professional as we perform.” It is important to remember that we routinely have clients and vendors in the office. If there is a gray area decision to make as you prepare for work, consider the upscale choice. The “flip-side” of our casual dress code is that if your manager feels your appearance is not acceptable on a given day, he or she will discuss the matter with you one-on-one. “If in doubt, upgrade…”

You are allowed to wear neat looking tennis shoes. The rule of thumb regarding wearing tennis shoes and jeans is to ask, would your tennis shoes look appropriate with slacks or pants? Would your jeans look appropriate with leather shoes?

The Air we Breathe / Smoking

We work in close proximity to each other. It is essential that the employee does not use perfume or cologne or carry a heavy smoke odor (one should especially avoid smoking in his or her car before entering the office either at the beginning of the shift or after breaks). Again, because it is very important: It is essential that perfume not be used and that smoking in one’s car before entering the workplace doesn’t happen. Understand in advance that if you carry an odor your supervisor will discuss it with you: Please don’t be personally offended.

Also, please do not smoke on th balcony just outside the break room. Descend the stairs, please. Do not leave butts behind.

In keeping with our intent to provide a safe and healthful environment for our staff and clients, all of Centratel is a smoke-free facility. Smoking is permitted outside during regularly scheduled breaks. Note that it is not OK to take a “smoke break” at other times. Be courteous and clean up after yourself when smoking outdoors. Let’s keep our grounds clean and free of tobacco residue. Keep in mind that nicotine is a drug and is clearly linked to health problems.

Headsets

TAS telephone service representatives (TSR’s) must purchase their own headsets which cost $55 each. For new employees, a deduction of $13.75 will be made from the first four paychecks. Repairs and replacement costs are also the responsibility of the TSR (revised 11/15/06)

Drug & Alcohol-Free Workplace

Due to the nature of the service Centratel provides, we maintain a strict, zero-tolerance policy regarding drug and alcohol abuse.

Job offers are contingent on negative drug test results.

An employee’s alcohol or drug abuse on or off the job affects the workplace and presents risk to the employee, co-workers, clients and their callers and the owners of Centratel. It is our goal to maintain a work environment that is absolutely free from the effects of alcohol, illegal drugs, or any other performance impairing substance.

It is company policy to perform random, unannounced drug testing a minimum of three times a year. Do not be offended by this. We will test everyone in each random sampling, to be fair, but we can also test anyone who we suspect is using illicit drugs or who seems to be under the influence of alcohol.

Reporting for work under the influence (“any detectable level”) of intoxicating liquor or illegal drugs, or the use or possession of a non-prescribed controlled substance by an employee on Centratel property during work hours is strictly prohibited (for the purposes of this policy, “work time” shall include lunch and break periods, whether the employee is on premise or off premise during such periods). Employees who violate this prohibition will, unquestionably, lose their jobs and the reason for the employment termination will be a matter of record. We are very serious about this matter.

As mentioned above, if Centratel has a reasonable suspicion that an employee is under the influence of alcohol or drugs, the employee will be asked to submit to testing. Reasonable suspicion may include (but is not limited to) unusual behavior; physical symptoms (i.e. breath, slurred speech, etc.); poor performance, substantial loss of productivity or attendance problems; or an accident involving property damage or physical injury.

Testing will be performed on-site via saliva sample. If an on-site test suggests illegal drug use, a medical laboratory of the company’s choosing will perform additional testing at company expense to verify/negate the initial findings. Failure to consent to testing or tampering with a specimen are also grounds for termination of employment.

Expenses

Expense reimbursement must be approved and arranged in advance by your manager. Expenses must be submitted on a Centratel expense form with receipts attached. Travel for non-exempt, hourly employees is compensated according to Oregon state law. Details can be found on the BOLI website, located at http://www.boli.state.or.us/technical/tatrav.html.

Centratel uses a Purchase Order system for expenses over $25.

Harassment-Free Workplace

Centratel is committed to providing a workplace free of harassment. Harassment is contrary to the basic standards of conduct between individuals and is prohibited by federal and state laws and regulations as well as by Centratel.

Harassment includes unwelcome sexual advances, conduct of a sexual nature, or conduct that denigrates or shows hostility or aversion toward an individual because of race, skin color, sexual orientation, religion, gender, national origin, age, or disability. If such conduct interferes with an individual’s work performance or creates an intimidating, hostile or offensive working environment, it may be considered harassment.

All of us share in the responsibility for a workplace free of harassment and are obliged to report any situation of harassment or suspected harassment. We will always investigate any allegation of harassment. After a prompt and thorough investigation, we will take appropriate corrective action. Any violation of this policy will result in disciplinary measures, up to and including termination of employment.

If you are subjected to, witness, or suspect any violation of this policy, please report the matter immediately to your supervisor, any manager or our CEO. If management doesn’t know a problem exists it will be difficult to cure the problem! We will discuss our investigation procedures with you at the time of your complaint. Appropriate confidentiality will be maintained.

No employee will be discriminated or retaliated against for bringing a question or complaint to our attention.

Kitchen/Break Room & Food

At Centratel we urge staff to “eat to live,” and not “live to eat.” We provide a kitchen/break room with coffee pot, coffee, tea, cocoa, creamer and sugar. It is your responsibility to clean out your items from the refrigerator and microwave. There should never be dishes, cups or silverware left in the sink for someone else to clean up. There are cabinets for clean dishes and utensils. Eating at workstations or in offices is expressly prohibited (with the exception of graveyard shift personnel.) Covered container drinks not to exceed sixteen ounces are permitted at workstations and in offices. Do not bring sweets into the office for the staff. It’s okay for special occasions, or of course for your own consumption, but let’s keep the temptations to a minimum and keep treats healthy with low sugar muffins, fruit platters, wraps, etc. An extra dose of personal self-discipline coupled with a minimizing of temptation are important for staying healthy when the workday is predominantly sedentary.

Idle Chatting

While on or off-duty, don’t engage in idle conversation with people who are working. It is a waste of two people’s time. At Centratel, the owners do not ask employees to work long, long hours so it is important that the hours we do work are maximized for efficiency.

Office Comportment & Social Climate

We want to offer an office atmosphere that is serene, friendly, happy and calm. At the same time, we are serious about our work and we work hard, avoiding idle chatter with co-workers. Remember that the owners of the company “expect 110% and will, as part of the deal, compensate generously.”

Office Cleanliness and Safety

It is of paramount importance that we keep the entire office spotlessly clean and orderly. Also, it is company policy that Centratel has no hidden “rat’s nests” in closets, under desks, behind consoles, etc. When you are finished with materials and paperwork put them away. Be respectful of the employees around you by keeping your space organized and uncluttered. A workspace in disarray is neither conducive to personal/group efficiency, or a positive reflection on you personally. Do not burn candles in any area of the office. Open flames create a fire hazard and are an insurance violation.

Pagers, Cell Phones and Palm Pilots

Centratel may provide some employees with communications equipment for business and/or personal use. The equipment is the property of Centratel and must be kept in good working condition. In the event that your employment with the company should end, this equipment must be returned in good working order. If you wish to have a pager for your own personal use, we will provide one to you at no charge: just ask.

Telephones, Voice Mail & Voice Logging

Personal telephone calls during work hours disrupt operations and distract co-workers. Use company telephones for business purposes only. Although personal calls may be necessary at times, we ask that you limit incoming and outgoing calls during your regular work hours to emergencies. Limit outgoing calls to your breaks or meal periods. This applies to personal cell phones as well as company telephones. If you must make personal calls, make them from the break-room on regularly scheduled breaks or from outside the office during lunch breaks.

You will be provided with a personal voice mailbox and an email address. Voice mail and email are a vital component of our internal communications system. At a minimum, TSR’s must listen to their voice mailboxes and check their email twice each shift. Customer service personnel, managers and supervisors should check a minimum of four times each day. It is important that you check for messages at the beginning of your shift. Use the system to ask questions, respond to questions or to give suggestions.

Centratel routinely records telephone answering service calls for quality assurance purposes during the course of ordinary business. Company owners, management, or designated representatives review recordings for legitimate business purposes, including training and performance evaluation purposes. Understand that calls may be monitored at any time during or after business hours.