[civsa] The Dark Times

Thu Nov 5 13:49:54 CST 2015

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Here is our two cents from Stanford on disciplinary policies and actions for guides (excerpted from our Tour Guide Training Manual). Includes description of our "strike system," a policy on attending monthly staff meetings, and arranging for substitutes using our intranet "sub-book" system. Hope something in here may be helpful!
Cheers,
DJ
* * * * * * * * * * * * * * * *
DJ Dull-MacKenzie
Director of Visitor Relations
Stanford Visitor Center
Stanford University

Strike System: Late, Unfilled Sub, No-Show Policy
You are required to be on time, fill your subs, and show up for all your assigned shifts. We depend on you to do so so that VIS can operate smoothly! Below is a clarification of our expectations and a review of our disciplinary policy.

Late
Definition: Arriving 5 or more minutes after the start of a shift (as defined by the clock at the shift location). Your late arrival impacts VIS' ability to serve our visitors and guests with the professionalism and customer service for which we are known. We understand that there can be variation in timepieces and that in some cases the distance between shift locations may be several minutes. We expect that none of these should make you more than 5 minutes late to any shift.

  *   Guide Obligation: If you will be even 1 minute late to your shift, you must call the managers on the Staff ("Snood") Line at (650) 497-6663 to let us know. Notifying the managers of late arrival is both a requirement of your position and a common courtesy expected at VIS so we can plan accordingly.

Unfilled Sub Shifts

  *   Definition: A shift for which you attempted to, but were not able to, find a sub. Guides are scheduled according to self-reported availability. The VIS schedule has been carefully crafted to include exactly as many guides as we need at each time throughout the day, and operations are severely disrupted when we are missing even one guide. Because of this tightly-crafted schedule, we expect that you will be able to work each of your shifts throughout the quarter, although we understand that there are occasional times when you will not be able to make your shift. In those cases, it is your responsibility to find a sub for the shift. It is unacceptable to let your shift be vacant.
  *   Guide Obligation: You must either find a sub or work your scheduled shift. If you know that you will need a sub, take the steps under "Arranging for a Substitute," beginning with recording your name and shift in the online sub book. If you still cannot find a substitute, you must contact a manager at least 24 hours before the shift begins.

No-Shows

  *   Definition: Any missed shift or other absence from work that has not been previously approved by a manager counts as a no-show.
  *   Guide Obligation: No-shows are unacceptable under all circumstances.

Corrective Action and Discipline
An unexcused late arrival, unfilled sub shift, or no-show all count the same toward the corrective action process. This policy applies to guides on regular AND sub status. At the incidence of any of the above infractions, you will receive a strike and the following disciplinary steps will be taken:

  1.  Strike 1 - Disciplinary Warning: After your first infraction, you will receive a strike and a disciplinary warning from one of the managers. This will occur after one lateness, unfilled sub shift, or no-show.
  2.  Strike 2 - Official Written Warning: After two of the above infractions, the next step in the process will be a second strike and an official written warning.
  3.  Strike 3 - Written Reprimand and Disciplinary Meeting: After three strikes, the guide will receive a written warning. This written warning will be the final warning. The guide will also be required to attend a mandatory meeting with managers to discuss future expectations.
  4.  Termination: The fourth and final step in the corrective action process will be termination from VIS. The potential for rehire will occur only after a meeting with VIS management to discuss employee expectations and responsibilities. If the guide is rehired, it will be on a probationary basis for the following quarter.

Strikes will accumulate throughout your employment at VIS-they are not erased at the end of the quarter or at the end of the year. Guides who are concerned about accumulating disciplinary steps should talk with managers about the possibility of making up for or erasing missed shifts, lateness, etc. It is possible to work off a strike.

We are committed to determining what will work best for our visitors, management, and student employees.  This policy may be reevaluated or revised as necessary to meet those needs.

Staff Meetings
Staff Meetings are usually on the first Friday afternoon of each month. During Staff Meetings, we learn about campus activities, facilities, and resources, and hear from guest speakers. Recent speakers have included the University Archivist, the Dean of Freshman, the Athletic Director, academic deans, representatives from campus Community Centers, and the Dean of Undergraduate Admission.

Staff Meeting Attendance Policy
All VIS Staff Meetings are mandatory. If you have a conflict that can't be moved, you need to let the managers know at least 24hrs in advance of the meeting.

*        Everyone who misses the meeting (for any reason) or who arrives late/leaves early and misses more than 20 minutes of it must come in within 1 week to watch a "makeup meeting."

*        If you miss the meeting for any reason that is not related to class, you will also need to give an additional group tour for the quarter.

*        If you do not let the managers know of your absence more than 24hrs in advance, and/or if you do not watch the meeting within 1 week, you will receive a strike (see Strike System). If you neither let the mangers know in advance nor come in to watch the makeup within 1 week, you will receive 2 strikes.

Arranging for a Substitute

If you cannot make one of your assigned shifts, you need to find a substitute to cover that shift for you. If you cannot find a sub, you are responsible for coming in to the shift yourself to work. So, if you know you will be gone, make sure to plan ahead so that you can find someone in time. Take the following steps to request and find a sub:

1.      Write your name in the online Sub Book (visit.stanford.edu/sub-book<http://visit.stanford.edu/sub-book>). Do this as soon as you know you'll need a sub, regardless of how far it is in the future.

*        Write your name, the shift type (Office, Group Tour, etc.), and the date when you need the sub.

*        This should ALWAYS be your first step when you need a sub.

2.      Ask people in person and/or get on the phone and grovel (you'll have a phone list). The most effective and efficient way to find a sub is to call or ask people one-on-one. Putting a sub request in the online sub book is the first official step, but you'll need to follow through until the request is actually filled.

3.      Bribery and shift trading are common practice-use your powers of negotiation :)

4.      Contact the sub list via email only when all other attempts have failed. This should be a last resort. You should not email the sub list until your request is entered in the online sub book. The sub list email is sub-requests at stanford.edu<mailto:sub-requests at stanford.edu>.

5.      When someone agrees to sub for you, have him or her sign up in the online sub book. At this point, if your sub needs to back out, they need to find a "sub-sub." You are off the hook once their name is down in the sub book.

IMPORTANT NOTES:

*        All subs must be written in the online sub book to receive credit on timesheets.

*        If you do not find a sub, you must work your shift. Please do not call the office at the last minute to say you haven't found a sub and can't come in-your managers don't appreciate it, nor do your fellow guides. Failure to show up for a shift will result in disciplinary action.

*        Medical emergencies (life and death situations or extreme contagious illness) are the only exceptions to not finding a sub, and you must call the office and explain the situation to a manager. Email or voicemail after hours is acceptable, but in-person contact produces more sympathy and offers of help.

From: listserv [mailto:listserv-bounces at civsa.org] On Behalf Of Trent Sandles
Sent: Wednesday, November 04, 2015 8:02 AM
To: listserv at civsa.org
Subject: [civsa] The Dark Times

Good Morning CIVSA,

None of us ever like disciplining our guides but sometimes we do have to do it. With that in mind do any of you have a document that you use to make note of any disciplinary action you have had to take with a guide to put in their file? I realized that I didn't have one formally written since I haven't had to discipline any until recently.

Any examples anyone can provide would be helpful. Have a great day!

Rams Up!

Trent Sandles

Campus Visit Coordinator

Office of Admissions

Texas Wesleyan University

1201 Wesleyan St.

Fort Worth, Texas 76105

Office: 817-531-4445

[https://txwes.edu/media/twu/content-assets/documents/communications/toolbox/TxWes-email-125.png]

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