CHANGE IN CONTRACTED HOURS

Last update: July 24, 2024

Revised: February 3, 2025

OBJECTIVE To ensure that contract changes are duly noted across teams and reflected accordingly on client's invoice.

EFFECTIVITY  SEPTEMBER 1, 2024 

I. Changes on the employment type (Full-Time/Part-Time/Adhoc) is highly significant for financial forecasting, billing, business development and even retention. You may receive these requests from either clients or remote contractors. Below are relevant scenarios for your reference.

  1.1  Part-Time to Full-Time

  1.2  Full-Time to Part-Time

  1.3. Part-Time to Adhoc

  1.4  Full Time to Adhoc

  1.5  Adhoc to either Part-Time or Full-Time

Important things to remember

• Any changes on the contracted hours equates to changes on the RC's work schedule. Always confirm the new work schedule with both RC and client if it suits them well. Otherwise, this may lead to confusion and contract termination.
• Determine the reason behind the decision to adjust the minimum rostered hours of the RC per week and identify if this is a temporary or ongoing change. If it's RC initiated, please gauge whether this is still a suitable setup for the client's business needs. Otherwise, we may need to start looking for a replacement.
• Inform the client that our minimum required commitment is at least 20 hours/week.
• If the client and RC agreed to switch the contract to adhoc (less than 20 hours/week), kindly seek for an approval from our Client Management Director (CMD) - Mitchelle Mendez first before confirming anything.
• Remind the client that we need a 2 weeks notice for any changes on the work schedule and contracted hours of the RC. Set the expectation that any contract changes including the contracted hours will take effect 1st of the following month or after 2 weeks, whichever is applicable.
• Full-time hours is at a minimum of 40 hours/week. Part-Time hours is at a minimum of 20 hours/week.
• Full-time contracts have at least twice the margin of a part-time contract.
• Full-time contracts have 2 paid 10 min quick breaks. (morning and after lunch); Part-time contracts are entitled to one 10 mins paid quick break.
• It is important to advice the RC who was hired April 2020 - Present, that once their contract is on a part-time status, they will also lose eligibility to be part of the Guidance Program. Hence, they will have to shoulder the full cost of their contribution to SSS, Pagibig, and Philhealth moving forward. They may need to declare the change in their income to get a lower due.
• RC will also need to coordinate with the Tax Team to determine whether they would need to update anything on their tax records on file.

II. CRE will need to add a note on the existing email back-and-forth between the client and RC regarding the agreed changes on the contracted hours and work schedule of the RC.

CRE MUST

• Add a note on the existing ticket on Fresh Desk and edit the properties of the ticket accordingly. :
  • Subject: CHANGE IN CONTRACTED HOURS EFFECTIVE (Date eg. May 1, 2024) | (Remote Contractor's Full Name; same name showing on the portal) Example - CHANGE IN CONTRACTED HOURS EFFECTIVE MAY 1, 2024 | JOSE MARIE CHONG
  • CRE: (Your name)
  • Client name: (same name showing on the portal)
  • Type: Request
  • Department: Clients
  • Inhouse Ticket Type: Compliance
  • Concern: Others
  • If selected (others): CHANGE IN CONTRACTED HOURS 
    
  • Status: In progress
  • Group: Service Group
  • Agent: (Choose the assigned CDA for this client)
  • Internal Group: Service Group
  • Internal Agent: (Choose the assigned Billing Specialist for this client)
  • Priority: Medium
  • Contractor Name: Type the RC's name
  • Tags: Full-time to Part-time/Part-Time to Full-Time
  • Add a 'NOTE' and a brief narrative/description of the request
    • You can add additional notes, screenshots, attachments that is relevant to the case. Kindly tag the assigned CDA and AO for this client and select 'Add note and set as in progress'
    • SAMPLE TEMPLATE BELOW:

APPROVED CHANGE IN CONTRACTED HOURS

CLIENT: (NAME ON THE ACCOUNT)

RC: (RC NAME REFLECTED ON THE PORTAL)

CHANGE IN CONTRACTED HOURS: FULL-TIME TO PART-TIME/PART-TIME TO FULL-TIME

EFFECTIVE ON:

CLIENT PREVIOUS WORK SCHEDULE:

CLIENT NEW WORK SCHEDULE:

RC PREVIOUS WORK SCHEDULE:

RC NEW WORK SCHEDULE:

ADDITIONAL NOTES: 

• Please add the following as ticket watchers:
  • Sr CRE
  • Annie from Accounts
  • Payroll Office (Monica)
  • Sha from GP (only if RC is enrolled to GP)
  • Ness from Tax Team (only if they are tax registered). You can check here if RC is registered.

• Copy and paste the FD link to the contract page on the portal v2.0 including information of the previous and current work schedule

II. Following the effectivity date, CRE to update the contract of the RC on portal v2.0 reflecting the new work schedule

  2.1 Search for the contract of the RC

  2.2 Click on 'Schedule', then 'Edit'

  2.3 Update both the client and staff schedule respectively.

III. CRE to also update the 'RATE' page.

   3.1 Click on the Rate page

   3.2 Click on the 'Edit' button that you will find on the upper right hand of the screen

   3.3 Change the 'Employment type' accordingly

   3.4 Check the accuracy of the margin. You may consult this with the assigned Billing Specialist on the contract.

3.4 If everything is correct, click on 'SAVE CHANGES'.

IV. CRE to send the RC a confirmation of this change via Signwell.  (PS. No need to send the same to clients, the email attestation would suffice). The template's name is 'CHANGE IN CONTRACTED HOURS'

Frequently Asked Questions

1. My legacy client wants the change to take effect asap because this may affect their service level. What should I do?

Check the signed SA of the client and verify whether the  2 weeks notice applies. Clients pay their monthly invoices at the start of the month based on rostered hours. We also forecast as a business, thus we always push for any contract changes to take effect at least on the 1st of the following month.

If the change is crucial to the client's business, kindly seek for our Client Management Director's approval please. Before seeking for approval, please make sure that you have al relevant details that will strongly support this special request.

2. My RC is not happy with the reduction of hours as this will disqualify him/her from the Guidance Program. How do we deal with it?

Determine if the change is temporary. If it is, set a meeting with the client so you can carefully let him/her understand the great impact of this change to the RC (reduced income, stopped funding for GP). Verify whether the client is willing to shoulder the GP cost for the time being.  Ask RC if he/she is willing to continue in case the client agrees to shoulder the cost of his/her government contributions while the contract is on a part-time status. 

If both parties can't settle into an terms, we'll have to look for a replacement and re-endorse the RC to a full-time position to keep everyone happy.

3. My RC is insisting that he/she is on a full-time basis following a 7.5 hours/day work schedule and does pre-approved overtime on weekends for a total of 6 hours. RC wants to know why he/she is not eligible for GP?

Full-Time hours is defined as a minimum of 40 hours/week. Based on RC's work schedule, she is only completing a total of 37.5 hours/week. Rostered hours is different from overtime even if it's pre-approved. As CRE, you can go ahead and talk to the client and confirm whether the weekend overtime is seasonal. Otherwise, you can recommend to switch the contract of RC to full-time by laying out the benefits such as but not limited to:

• Eligibility to the GP program without any additional cost to the client
• 2 paid 10 mins quick break and 1 hour unpaid break

4. For broken hours, how do we plot that on the portal?

For as long as the RC is following a fixed work schedule, you can set it on the portal thru the 'SCHEDULE' page. Just set the correct break schedule (even if it's a part-time contract)as shown on the sample below.

Example: Staff work schedule: 7am-9am then resume by 11am-1pm PHT.