ATTENDANCE CHECKING

Updated as of May 24, 2023

OBJECTIVE To establish an efficient process in checking and monitoring the schedule adherence of each remote contractor

EFFECTIVITY  MAY 24, 2023  

CDA must check the attendance of all remote contractors depending on their expected login times, schedules of RC should be found in this Tracker.

This tracker should be kept updated by the CDA in charge. Always watch out for the FMI Tracker / The JO Thread for any new Remote Cons that need to added to your list. And any tickets submitted by your LAO partners for any schedule changes.

At the start of the hour and every 30 minutes, the CDA must:

• Check tracker for any RC expected to start and is not yet logged in in teramind.
• Check teramind for the RC attendance by clicking on Employees on the left side menu
  • Under the departments, look for the client department (a department is symbolized by a briefcase)
  • All the RC under the client will reload, and you should check the last log in time column
  • the last login time should reflect "online"
• If RC is not online the CDA must:
  • SMS the remote contractor using busybee
    • https://app.brandtxt.io/
      Username: remotestaffinc
      Password: dO3ubABust!yIsithetH
      Sender ID: 2256611
    • Once inside
      • Click on SMS
      • Click on compose SMS
      • type in the staff mobile number, in the following format: 639XXXXXXXXX
      • Click on the Select Template Icon (represented by the 2 squares on top of each other)
      • Click the running late template
      • Click send
  • After sending SMS, the CDA must call the Remote Contractors Mobile number.

Note: It is important that an SMS is sent prior to calling the Remote Contractor, this affects KPI Scores.

If a Remote contractor responds and says that they are logging in shortly, no further action is required from the CDA.

If a Remote contractor responds and says that s/he will be late or Absent, Email notification must be sent to the client by:

• Create a new ticket in Freshdesk
  • Contact: should be the clients email address
  • Subject: Add the relevant subject
  • Department: Compliance
  • Ticket Type: Compliance
  • Concern: Late
  • Description: 
    • Insert template: STAFF NOTIFIED THAT HE/SHE MIGHT BE LATE/ABSENT FOR WORK
    • Edit the template to reflect the correct message
  • Status: Open
  • Group: Compliance
  • Agent: Assign to Self
  • Client Name: Add the client name
  • Staff Name: add the staff name
  • Click Create
  • Once the page reloads, Click on Reply
  • Copy the same body of email from the Ticket details to the reply field, then send.
  • Close the ticket

If a Remote contractor sends the notification of their attendance prior to their schedule, it is important to still send an acknowledgment SMS to the remote contractor on the day of their leave/absence:

• SMS the remote contractor using busybee
  • https://app.brandtxt.io/
    Username: remotestaffinc
    Password: dO3ubABust!yIsithetH
    Sender ID: 2256611
  • Once inside
    • Click on SMS
    • Click on compose SMS
    • type in the staff mobile number, in the following format: 639XXXXXXXXX
    • Click on the Select Template Icon (represented by the 2 squares on top of each other)
    • Click the Notification Acknowledgement template
    • Click send
      (This is important for KPI scoring.)
• Create a new ticket in Freshdesk
  • Contact: should be the clients email address
  • Subject: Add the relevant subject
  • Department: Compliance
  • Ticket Type: Compliance
  • Concern: Late
  • Description: 
    • Insert template: STAFF NOTIFIED THAT HE/SHE MIGHT BE LATE/ABSENT FOR WORK
    • Edit the template to reflect the correct message
  • Status: Open
  • Group: Compliance
  • Agent: Assign to Self
  • Client Name: Add the client name
  • Staff Name: add the staff name
  • Click Create
  • Once the page reloads, Click on Reply
  • Copy the same body of email from the Ticket details to the reply field, then send.
  • Close the ticket

If a Remote Contractor cannot be reached during attendance checking, the CDA Must:

• Create a new ticket in Freshdesk
  • Contact: should be the clients email address
  • Subject: Add the relevant subject
  • Department: Compliance
  • Ticket Type: Compliance
  • Concern: Late
  • Description: 
    • Insert template: STAFF HAS NO RESPONSE / CANNOT BE REACHED
    • Edit the template to reflect the correct message
  • Status: Open
  • Group: Compliance
  • Agent: Assign to Self
  • Client Name: Add the client name
  • Staff Name: add the staff name
  • Click Create
  • Once the page reloads, Click on Reply
  • Copy the same body of email from the Ticket details to the reply field, then send.
  • Keep the ticket open and attempt to get the remote contractors response up to 2 hours
  • After 2 hours without response
    • Reply to the ticket and use the Template: STAFF UPDATE AFTER 2 HOURS NO RESPONSE
  • If the staff responds before the 2 hours, use the appropriate update:
    • If already connected: reply using, STAFF ALREADY CONNECTED
    • If notified of late/absence: reply using, STAFF NOTIFIED THAT HE/SHE MIGHT BE LATE/ABSENT FOR WORK
  • Then close the ticket

CRITICAL ITEM/S FOR QA PURPOSES: THERE SHOULD BE TICKET FOR - Remote Contractors that cannot be reached.