Shift Process
Let's review the process for shift selection, dropping a shift, and extra hours via a jump-on.
Shift Selection Process and Guidelines
- Workaround YOUR life!
- Shifts are posted in 1-hour and 30-minute blocks (a few programs have only 1-hour blocks).
- These guidelines must be met to maintain an active status on the Omni platform.
- 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.
- Once you commit to a shift, that shift is yours - you must maintain 95% shift adherence.
- Plan your non-servicing time 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.
- You are expected to be on the phone for the entire duration of your shift.
- Hours of Operations: Varies by Client and Program:
- 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
- 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
- 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.
- If you are taking time off and cannot meet the program's requested minimum hours, communicate to let us know!
Drop Shift
- Life Happens! You may drop shifts 48 hrs before the start time of the shift or add at any time before the start of the shift.
- Omni reviews and reports GBA Hours Adherence.
Extra Hours (Jump On)
If the program is short-staffed, a text message will be sent to all active GBAs on the gig asking for extra hours. SimpleText is the system used for this.
- 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!
- Responses to the text message are not managed, so you will not get a response.
- If you do not want to receive these text messages, you can reply with the word "STOP" to be removed from the list.
Adherence
- Shifts selected by a GBA, but not worked, will negatively impact that GBA's Hours Adherence.
- 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 lose their contract and be removed from the Omni platform.
- GBA Selected Hours vs. GBA Worked Hours (Goal of 95% Adherence to maintain Omni platform access.)