Scheduling- Shift Policies

Scheduling- Shift Policies

Shift Policies
Let's review the policies about shift selection, dropping a shift, and extra hours via a jump-on.

Shift Selection Policies
  1. Workaround YOUR life!
    1. Shifts are posted in 1-hour and 30-minute blocks (a few programs have only 1-hour blocks).
  1. These guidelines must be met to maintain an active status on the Omni platform.
    1. The required minimum number of hours varies by program. The minimum could be as high as 38 hours per week. Shifts are pre-scheduled two weeks in advance.
    2. Once you commit to a shift, that shift is yours - you must maintain 95% shift adherence.
    3. Plan your breaks by selecting the smaller shift windows to create an unscheduled time window in your day. Should you need a quick restroom break, please let us know in the support chat room you are assigned.
    4. You are expected to be on the phone for the entire duration of your shift. 
  1. Hours of Operations: Varies by Client and Program:
    1. New Shifts are posted for Intuit Client Projects on Mondays at 12:00 PM EST, 11:00 AM CST, 10:00 AM MST, & 9:00 AM PST
    2. New Shifts are posted for FIS Client Projects on Mondays at 8:00 AM EST, 7:00 AM CST, 6:00 AM MST, & 7:00 AM PST
    3. New Shifts are posted for All Other Client Projects on Thursdays at 12:00 PM EST, 11:00 AM CST, 10:00 AM MST, & 9:00 AM PST. 
  1. If you are taking time off and cannot meet the program's requested minimum hours, communicate to let us know!
Drop Shift Policy
  1. Life Happens! Omni allows shifts to be dropped 48 hrs before the start time of the shift or added at any time before the start of the shift.
  2. Omni reviews and reports GBA Hours Adherence.
Extra Hours (Jump On)
If we are short-staffed, we will send a text message to all active GBAs asking for extra hours. We use a system called SimpleText.
  1. Do not respond to the text message - join MS Teams and let a support member know you are here for extra hours. You don't need to pick up a schedule in Humanity - join MS Teams and log in!
  2. Responses to the text message are not managed, so you will not get a response.
  3. If you do not want to receive these text messages, you can reply with the word "STOP" to be removed from the list. 
Adherence 
  1. Shifts not worked will be counted towards GBA Hours Adherence.
  2. As a general rule, GBAs that do not fulfill the minimum number of hours per week and 95% shift adherence 5 out of 6 weeks may be removed from the Omni platform.  
  3. GBA Selected Hours vs. GBA Worked Hours (Goal of 95% Adherence to maintain Omni platform access.)


Are you looking for more information on Humanity and Shifts? Check out the other articles in the Humanity and Scheduling folder!
  1. Humanity & Scheduling folder

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