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Due to the nature of our business, we must be able to guarantee staff are available to assist customers during all hours of the day.  Each member of the team will work a pre-determined schedule and be expected to arrive and leave on time.  You are expected to be logged into the phones and prepared to take your first call at the start of your shift.  Using the rest room, getting something to drink, making something to eat, etc., should be done PRIOR to the start of your shift.  If you are not available to start taking calls at the start of your shift, you may be considered tardy.

Breaks and Lunch

Unless otherwise scheduled, Specialists will have a one-hour lunch break each day.  Working through lunch constitutes paid time, and could mean overtime pay.  As such, Specialists are expected to not perform work-related tasks during their lunch.  Specialists are also entitled to two, 15-minute breaks per day; one in the morning and one in the afternoon.

Scheduling Awareness

IOC team members are expected to know their schedule for being IOC primary or CSC Secondary. Staff need to make sure they check for any changes before reporting for their shift. (Commute time will need to be factored in as well to ensure a prompt arrival to your shift.) 

IOC staff members are scheduled to work on campus according to the needs of the operation. Staff who are unable to appear as scheduled are neither entitled to nor should expect a change of duty or function for that shift due to an inability to meet the requirements of the schedule. Failure to appear as scheduled will require the use of leave hours; vacation, sick time, etc. Please also see below: Essential Personnel.

W2W: This will be updated by management as soon as a change is made aware to them. It is the responsibility of the IOC staff to check W2W consistently. Especially before you report to your shift.

Email: If any changes are specific to your shift and affect you, an email may be sent to you as a courtesy precaution from a supervisor/manager.

Overtime

Specialist positions are eligible for overtime pay, per university policies.  Overtime status must be pre-approved by leadership.  There are occasional opportunities for scheduled overtime throughout the year, on a voluntary basis.  Incurring overtime pay without approval may result in disciplinary action. NOTE:  Hourly staff are NOT expected to read or reply to email messages outside scheduled hours, doing so constitutes paid time.

Communication

Employees will notify leadership in the event they will be absence absent or late for their scheduled workday.   A  Ideally, a phone call or text should be made to speak with a member of leadership (Service Desk Manager, Supervisor, or Coordinator) prior to their shift if they will be out of the office.  Sick .  Email cscleave@purdue.edu as a follow-up. Sick leave should then be submitted through SuccessFactors.

Employees should keep leadership informed of any changes to the estimated time of arrival.  (I.E. going to be later than expected).  Subsequent email(s) directly to cscleadership@purduecscleave@purdue.edu is sufficient.

A final email should be directed to cscleadership@purduescleave@purdue.edu when the employee arrives.  This message should be composed once the employee arrives, is logged in to his or her workstation, and is ready to work.  It should not be sent from a device while still away from the office.  The The timestamp from the message (not the written time of arrival) will be used to calculate/approve timecards.

Failure to notify leadership within the first hour of your scheduled workday will may be considered no call / no show.

No call / no show

The first instance of a no call / no show will at minimum result in a final written warning.  A second offence may result in termination of employment.  If an employee has already been disciplined for dependability when a no call / no show occurs, the disciplinary process may be accelerated to termination of employment.  No call / no show of 3 consecutive days will be considered job abandonment.

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For sick leave totaling four or more consecutive work days, a FMLA notification will be triggered through HR.

Unpaid Leave

ITaP End User Experience does not allow employees to take leave unpaid.  If you do not have enough sick leave to cover an unexcused absence, you will be required to use vacation leave and be subject to progressive discipline.

Vacation

All employees will submit vacation and/or leave requests via SuccessFactors to their direct supervisor.  Requests will be reviewed (approved or denied) within 5 business days.

The following are submission timelines for requests:

• Personal Business Day – notice must be received prior to the start of your shift; 24-hour notice or more is preferred. Must be used in 4-hour blocks.
• Flex Time – minimum 24-hour notice; must be used within the same working week
• Vacation days totaling 1 to 2 days – 3 business days
• Vacation days totaling 3 or more days – 5 business days

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Exceptions to this policy will be handled on a case-by-case basis.  Failure to comply with or abuse of this policy will be subject to progressive discipline, up to and including termination of employment with the University.

Essential Personnel

Staff members who are considered essential personnel (primarily those whose duties included IOC; ask your supervisor if this classification applies to you) are required to be available to work on campus, as scheduled. This is an expectation of the position, and a requirement of continued employment in that position. Please see here for details regarding how inclement weather, campus closures, holidays, and other situations are related to essential personnel status:

Detailing what Essential Personnel means: https://protect.purdue.edu/updates/ufaqs/what-are-the-guidelines-for-designating-and-assigning-essential-personnel/

Policy regarding adverse weather conditions: https://www.purdue.edu/policies/facilities-safety/iva6.html

Adverse weather conditions and Essential Personnel FAQ: https://www.purdue.edu/hr/paytimepractices/wagehourpro/supoperFAQs.php