MIA/AWOL INCIDENTS

Updated as of September 9, 2024

OBJECTIVE To identify and establish the best approach for AWOL incidents that may lead to a confirmed contract cancellation.

EFFECTIVITY  SEPTEMBER 9, 2024 

A remote contractor who goes missing in action may be our worst nightmares as CREs. What more if it's the client who becomes unresponsive in a snap despite establishing a very positive experience for them.

What should you do if you encounter either of these scenarios? Here's how!

RC is MIA

Day 1 - RC is NCNS (No Call, No Show)

1. Ask CDA to continuously contact the RC and the listed emergency contact/s until we can get a response from them (call, text, email)
2. CDA to inform the client via email about this unauthorized absence and re-assure them that our team is trying to contact the RC and figure out what happened.
3. CRE to ask the other RCs if they know RC's alternate contact information. Check RC's social media presence.
4. Review the signed contact agreement of the RC. Remind him/her as coaching points if the RC comes in to work the following day.
5. Update the client by COB whether you were able to speak with RC or if there's sill no news.

Day 2 - RC is still NCNS (No Call, No Show)

1. Ask CDA to continuously contact the RC and the listed emergency contact/s until we can get a response from them (call, text, email).
2. CDA to inform the client via email about this unauthorized absence and re-assure them that our team is trying to contact the RC and figure out what happened.
3. CRE to send a soft email to RC requesting the former to return to work. Kindly use the 'Return to Work Notice for [RC Full Name]' canned response on FD. Communicate to the client that we sent a return to work notice and discuss replacement if applicable. Once client agrees to look for a possible replacement, inform the assigned LR for this request by sending them an email using our available Replacement format on FD's Canned Responses library. Kindly address the email to the assigned LR and copy in your Sr. CRE, Client Placement Manager and leadrecruiter@remotesaff.com. Please include a back story as to why there is a need to replace the RC.

Day 3 - RC is still NCNS (No Call, No Show)

1. CRE to inform the client of our policy around NCNS. If the client wishes to give more time, identify the extension that client is able to extend to his RC.
2. CRE needs to document this on the portal and will need to send either the MoM (minutes of the meeting) or an email summary of the discussion via FD as proof of this internal agreement. Add a note on the ticket to put the pay of RC on hold. Kindly tag Monica, Leigh, Otie and your Sr. CRE on the said ticket.
3. If client agrees to terminate the contract, CRE needs to send a formal email informing the staff that their contract will be released immediately, and final pay will be put on hold until CoU is completely signed. Send an email with the termination notice due to AWOL or NCNS via hard copy. This can be requested via HROD. We inform the client via email that we are releasing the contract. 
4. CRE to proceed in creating a cancellation report following this SOP.

Day 4 onwards - Staff comes in to work

1. Verify if the client agreed to give the RC an extension. 

                1.1 If YES, get the reason and commitment from RC. Give the client an update and seek for his approval to continue the contract. Inform RC that we sent a contract termination notice via email. He/She needs to reply back to the email stating his reason for going MIA for the dates stated on the email. Any proof to back their reason for committing AWOL such as medical certificate maybe required or a Fit-to-work order from their attending physician if it's health related, pictures or video of their place affected by natural calamities (to be confirmed by CRE) etc. This needs to be filed by CRE on the portal as well so for RD's future reference.

                1.2 If NO, inform RC of this decision as per his/her signed service agreement. Kindly proceed in executing the contract cancellation.

CLIENT is MIA

Day 1 - Client is unresponsive

1. When RC reports an incident that they cannot get a hold of their client re- their tasks, CRE to try all means to contact the company and other affiliates of the client.
2. Report the incident to your Sr. CRE.

Day 2 - Client is still unresponsive

1.  CRE to still try to contact the client. Channeled via your Sr. CRE to see if we have any AU/US counterparts who can pay the client a visit.
2. Assure the RC that we are trying our best to contact the client. Check whether their invoice for the month is paid. If yes, ask RC to be on standby and still log their hours on Teramind. If not, advise for RC to cease work immediately.

Frequently Asked Questions

1. Isn't AWOL set to at least 30 working days under our labour law here in the Philippines?

This may be true under an employer-employee relationship. However, Section 2e of our SA states that in the event the Remote Contractor is unavailable to log into the System and perform services for the End-Client for two (2) consecutive days without notice to Think Innovations, it shall be construed as a breach of the Remote Contractor’s duties and in such case is subject to banning or black-listing of the Remote Contractor to any Think Innovation clients.