DIRECTV POLICY Corrective Action Home Services Workforce Management

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1 DIRECTV POLICY Wrkfrce Management DIRECTV Cmpany Plicy July 2015

2 Scpe... 3 Definitins... 3 Respnsibilities... 4 Emplyees... 4 Supervisrs... 4 Human Resurces... 4 Crrective Actin Categries... 4 Crrective Actin Optins... 5 Crrective Actin Dcumentatin and Apprvals... 7 Perfrmance Imprvement Plans... 8 Referenced Plicies and Prcedures July 2015 DIRECTV Cnfidential Page 2 f 11

3 Scpe Punctuality and regular attendance are essential t the successful and efficient peratin f Hme Services. The cst f an emplyee being late r absent is measured nt nly in dllars, but als in additinal burden put n their fellw emplyees and ur custmers. This can translate int lwer levels f service and, eventually, a less cmpetitive and prfitable cmpany. Regular attendance plays a key rle in emplyees verall perfrmance. Hwever, we acknwledge, that emplyees, despite their best intentins may have situatins which make them unable t reprt t wrk as scheduled. We als knw that despite every effrt sme emplyees may nt be able r chse t meet attendance guidelines. Attendance will be cnsidered alng with all ther aspects f an emplyee s perfrmance when determining apprpriate actin. Crrective actin and/r terminatin may result if inapprpriate patterns are detected and/r the attendance guidelines are abused. Definitins Caching Caching is described as nging cmmunicatin between emplyees and their immediate supervisrs n all issues affecting the emplyee s perfrmance. This cmmunicatin can be dne frmally (e.g., during regularly scheduled perfrmance feedback sessins) and infrmal (e.g., a supervisr bserving an emplyee s wrk and prviding cmments n-thespt). Prblem Slving When caching has failed t address a perfrmance prblem, then a mre serius discussin shuld take place. Generally, these discussins shuld include why perfrmance has failed t meet expectatins, clearly describe what s expected f the emplyee in rder t imprve perfrmance, and prvide a timeline fr when emplyees shuld shw sustained imprvement. A recrd f these discussins shuld be kept in the emplyee s lcal persnnel file. Written Warning Crrective Actin in the frm f a Written Warning shuld be used in situatins where an emplyee has vilated a DIRECTV plicy, prcedure, rule, guideline, Emplyee Handbk prvisin, r ethical standard. The verall purpse f the written warning is t assist emplyees in changing behavirs that are negatively affecting their envirnment and/r their perfrmance. We d this by: Frmally ntifying emplyees f the prblem; Clearly describing what plicy r prcedure has been vilated; Thrughly utlining the changes required fr them t imprve and crrect the situatin; Prviding a timeline when emplyees shuld crrect the situatin and shw sustained imprvement; and Identifying the cnsequences fr nt meeting the expectatins prvided t them. A written warning is usually given after all ther attempts, such as caching, have failed t crrect the situatin. Perfrmance Imprvement Plan If all attempts at caching have failed t address a perfrmance prblem, it may be apprpriate t initiate crrective actin in the frm f a frmal Perfrmance Imprvement Plan (PIP). A PIP shuld be used in situatins where an emplyee s perfrmance is nt what is expected. The PIP shuld clearly indicate what the expectatins are, where the emplyee is nt meeting the expectatins and time t cmplete and cntinue each expectatin set frth. In a PIP, the immediate supervisr utlines the areas requiring imprvement and creates a schedule t meet with the emplyee t review prgress under the plan. The PIP prvides specific bjectives and directin fr crrecting the prblem, and utlines future actin (further crrective actin, up t and including terminatin) if July 2015 DIRECTV Cnfidential Page 3 f 11

4 perfrmance fails t imprve. Mre infrmatin n Perfrmance Imprvement Plans is prvided later in this dcument. Supervisr Fr purpses f this prcedure, supervisrs are cnsidered the first level f leader managing the emplyee s n-the-jb perfrmance. Management Fr purpses f this dcument, management is a supervisr s supervisr, r sme ther higher level f managerial versight if the situatin warrants escalatin f an issue. Respnsibilities Emplyee Emplyees have respnsibility fr all aspects f their perfrmance which includes fllwing DIRECTV plicies, prcedures, rules, guidelines, Emplyee Handbk prvisins, and ethical standards. This includes understanding the expectatins f and wrking with their immediate supervisr t clarify any uncertainty they may have regarding these expectatins. When perfrmance needs imprvement, emplyees are respnsible fr wrking with their supervisr t crrect the issue. Supervisr Supervisrs have respnsibility fr prviding nging caching and feedback and fr tracking the perfrmance f their direct reprts. Additinally, they have the respnsibility f taking prmpt and apprpriate crrective actin shuld perfrmance, cnduct and/r attendance becme a prblem. Crrective actin culd include creating and fllwing thrugh n a Perfrmance Imprvement Plan r delivery f a written warning. Management Management has the respnsibility fr prviding nging caching and feedback t supervisrs n their team. This includes reviewing and apprving certain crrective actins related t perfrmance, cnduct r attendance. In additin, management will apprve all Perfrmance Imprvement Plans and Written Warnings created by a supervisr n their team. Human Resurces Emplyees in the HR department are available as a resurce fr any questins relative t prvisins in the Crrective Actin prcedure, the Attendance prcedure, benefit prgrams, r any ther DIRECTV plicy, prcedure, rule, guideline, Emplyee Handbk prvisin, r ethical standard. At the discretin f a supervisr r management, HR may be cnsulted in rder t prvide recmmendatins n certain crrective actins. In situatins where a supervisr r management is seeking a Final Written Warning and/r terminatin, HR must be cnsulted prir t such crrective actins being taken. HR shuld be included in any discussins with emplyees where such crrective actins are given. Additinally, the supervisr r management shuld prvide their HR representative with cpies f any written crrective measures taken (including Dcumented Verbal Warnings, Written Warnings and Perfrmance Actin Plans) t maintain in the emplyee persnnel file. Crrective Actin Categries Perfrmance Issues In general perfrmance-related issues include failure t meet jb bjectives r t perfrm t a required standard (e.g. failure t meet QC r safety standards), and are deemed t be issues July 2015 DIRECTV Cnfidential Page 4 f 11

5 that culd be addressed via caching r perfrmance imprvement steps (a frmal Perfrmance Imprvement Plan). Examples f perfrmance issues may include: Failure t meet the expectatins cmmunicated t yu during new hire training and/r (especially fr supprt staff) yur supervisr. Failure t meet the n-the-jb expectatins utlined in the DIRECTV Hme Services emplyee handbk. Failure t meet the respnsibilities utlined in the psitin jb descriptin. Nte that this list is nt all-inclusive f all perfrmance examples that may ccur. Cnduct Issues In general cnduct-related issues include behavirs generally related t nt fllwing cmpany plicies, prcedures and rules. Cnduct als includes similar unacceptable behavirs that require immediate disciplinary actin, and are thus better addressed thrugh direct disciplinary steps such as a written warning r terminatin. Sme examples f cnduct-related issues may include vilatins f the fllwing plicies cntained in the DIRECTV Hme Services emplyee handbk: Plicy n Ethics and Business Cnduct Antidiscriminatin/Harassment Plicy Disruptin f Business, Outside Emplyment (withut prir apprval) and Wrking ff the Clck Wrkplace Vilence / Zer Tlerance Plicy Wrking under the influence f alchl r drugs, and the use, pssessin, r distributin f illegal drugs r the unauthrized use f alchlic beverages n cmpany premises. Use f cmpany resurces, such a cmpany-wned vehicles, cmputer equipment and tls. Nte that this list is nt all-inclusive f all cnduct examples that may ccur. Attendance Issues Please refer t the Attendance prcedure fr rules related t attendance and tardiness. Crrective Actin Optins When caching has failed t crrect a perfrmance prblem, the next step is t take a mre frmal apprach, utlining the perfrmance prblems by addressing these cncerns in writing. Prir t utilizing these ptins, depending n the severity f the issue,, supervisrs shuld have addressed these cncerns verbally (caching r prblem-slving discussins) and dcumented thse cnversatins. DIRECTV reserves the right t discipline r discharge emplyees in cnnectin with any unacceptable perfrmance r cnduct that it deems detrimental t the interests f DIRECTV. Dcumented Verbal Warning If caching has failed t crrect the prblem, the next step is t deliver a Dcumented Verbal Warning. This written dcumentatin frmally puts the emplyee n ntice that a prblem cntinues t exist and imprvement is required. This als ntifies the emplyee that failure t imprve culd result in further crrective actin. Written Warning and Perfrmance Imprvement Plans A Written Warning r Perfrmance Imprvement Plan (PIP) is usually issued when all ther crrective actin attempts (caching, dcumented verbal warning) have failed t assist the emplyee in imprving cnduct and/r perfrmance. Written warnings shuld be used t address cnduct prblems vilatin f cmpany plicy, July 2015 DIRECTV Cnfidential Page 5 f 11

6 inapprpriate behavir such as insubrdinatin, etc. which d nt always warrant immediate terminatin but which d require a mre serius warning ther than caching r a dcumented verbal warning. PIPs shuld be used fr perfrmance-related issues nly. Written warnings and PIPs shuld include accurate dcumentatin f any past caching effrts, any dcumented verbal warnings and any training prvided t educate the emplyee abut cmpany plicies, perfrmance r behaviral expectatins. Suspensin A Suspensin may be cnsidered when addressing issues related t cnduct. Generally, the suspensin allws the cmpany t cnduct an investigatin while at the same time remving the emplyee frm the wrk site. Emplyees may r may nt be paid while n suspensin, as determined by the apprpriate management and HR. Supervisrs and management, wh must cnsult with Human Resurces t determine the need fr a suspensin, will ultimately make the decisin n whether suspensin is warranted. Terminatin Terminatin frm emplyment may ccur if perfrmance deficiencies r vilatins persist in spite f crrective actin, r if cnduct, including pr attitude r insubrdinatin, is severe enugh t warrant immediate discharge frm emplyment. The fllwing are Crrective Actin Optins: The supervisr will review issues as they arise. In determining the apprpriate crrective actin ptin, they shuld cnsider the fllwing: Whether the issue invlves cnduct r perfrmance The seriusness f the current issue which have given rise t the need fr Crrective Actin The time interval and emplyee s respnse t prir disciplinary actin(s) The emplyee s verall wrk histry and perfrmance Any ther crrective measures that the emplyee has been given Fr perfrmance r cnduct issues, supervisrs shuld: Invlve their management and HR in the decisin-making prcess if they recmmend a dcumented verbal warning, written warning, suspensin r terminatin. Wrk with Human Resurces when a decisin is made t prceed with a written warning, suspensin r terminatin prir t implementatin. Make decisins regarding crrective actin, whenever pssible, within a timely manner f the incident ccurring. Once the supervisr has determined the apprpriate level f crrective actin, all required frms and supprting dcumentatin must be gathered and prepared by the supervisr and submitted t HR fr review. Once the dcumentatin has been prepared, it shuld be submitted t the supervisr s management (e.g., site manager r, fr supprt staff emplyees, the supervisr s supervisr) fr apprval as quickly as pssible frm the date f the incident. Management and Human Resurces must be cnsulted when a decisin is made t prceed with a suspensin, final written warning r terminatin prir t the implementatin f the suspensin, final written warning r terminatin. Where management and HR determine that the threat psed by an emplyee is imminent, the emplyee may be infrmed verbally f the investigatry suspensin. July 2015 DIRECTV Cnfidential Page 6 f 11

7 Crrective Actin Dcumentatin and Apprvals Dcumented Verbal Warning If a supervisr determines that a dcumented verbal warning shuld be delivered t the emplyee, the supervisr will prepare the Crrective Actin/Dcumented Verbal Warning frm (see belw). The supervisr shuld gather any supprting dcumentatin necessary t supprt the dcumented verbal warning including dcumentatin t supprt prir caching r prblem-slving discussins. Fr perfrmance and cnduct issues, the supervisr s supervisr must review and apprve the warning prir t delivering it t the emplyee. Once apprved, the supervisr will meet with the emplyee and bth will identify actins that will help the emplyee achieve success t crrect prblems. The supervisr will nte (in the dcumented verbal warning) the actins discussed in the meeting. The supervisr then btains the emplyee signature. The signed riginal shuld be sent t the Human Resurces Generalist t insure inclusin in the emplyee s master file, and a cpy shuld be kept in the emplyee s lcal persnnel file. Written Warning When a decisin has been made that a written warning is necessary, the supervisr will prepare the dcumentatin using the frm called Crrective Actin/ Written Warning (lcated n the DIRECTV Hme Services extranet) and gather all supprting dcumentatin. Fr perfrmance and cnduct issues, the written warning must be apprved by a manager r next level f supervisin and HR shuld review the written warning t assess risk prir t meeting with the emplyee. All supprting dcumentatin shuld be included with the warning, including prir crrective measures such as caching, and/r dcumented verbal warnings. Written warnings fr perfrmance will include a Perfrmance Imprvement Plan written by the supervisr and apprved by a manager. Human Resurces shuld als review the PIP prir t meeting with the emplyee. Once the written warning and, if necessary, the PIP, have been apprved, the supervisr meets with the emplyee t discuss the crrective actin and/r the PIP. HR shuld be present in persn r by phne in the delivery f any final written warnings. The supervisr and emplyee will identify actins that will help the emplyee achieve success and crrect the prblem. The supervisr btains the emplyee signature n the crrective actin dcument and/r PIP. The riginal dcuments shuld be frwarded t the Human Resurces Generalist t insure inclusin in the emplyee s master file. All supprt staff crrective actin shuld be reviewed by Human Resurces management. Suspensin When an emplyee suspensin is being cnsidered, the supervisr, manager and Human Resurces representative will wrk tgether t review the situatin. N further actins shuld take place until a determinatin is made at the cnclusin f an investigatin. July 2015 DIRECTV Cnfidential Page 7 f 11

8 Attendance fr Technicians Perfrmance Cnduct See Attendance Plicy fr specific guidelines. Overall perfrmance reflected in specific weekly prductivity reprts See Cnduct examples listed abve. May escalate directly t Written warning r terminatin depending n severity f issue Dcumented Verbal Warning Dcumented Verbal Warning Dcumented Verbal Warning Supervisr prepares and apprves. After delivery t emplyee, hard cpy signed and sent t HR. HR Generalist ensures inclusin in emplyee master file Update caching lg. Supervisr prepares; apprves. After delivery t emplyee, cpy signed and sent t HR Generalist. Update caching lg. Supervisr prepares; apprves. After delivery t emplyee, hard cpy signed and sent t HR Generalist. HR Generalist ensures inclusin in emplyee master file Written Warning Written Warning Written Warning Apprved by Manager. After delivery hard cpy signed and sent t HR Generalist. HR Generalist ensures inclusin in emplyee master file Update caching lg Apprved by Manager & reviewed by HR prir t delivery. Hard cpy signed and sent t HR Generalist after delivery. HR Generalist ensures inclusin in emplyee master file Include Perfrmance Actin Plan fr perfrmance issues. Update caching lg after delivery Apprved by Manager; reviewed by HR prir t delivery. Hard cpy signed and sent t HR Generalist after delivery. HR Generalist ensures inclusin in emplyee master file. Update caching lg after delivery. Depending n the severity f the perfrmance r miscnduct issue, prgressive discipline may nt be apprpriate and mre sever discipline, including immediate terminatin may be implemented. Perfrmance Imprvement Plans The PIP is intended t help an emplyee wrk thrugh perfrmance gaps in a fcused manner, and t frmally ntify an emplyee f perfrmance cncerns; they are particularly useful when multiple perfrmance issues need t be addressed. A PIP shuld include accurate dcumentatin f any past caching effrts (r crrective actin measures such as verbal warning and/r dcumented verbal warning), training prvided t educate the emplyee abut cmpany plicies r perfrmance expectatins. It shuld be administered in a manner that is respectful t the privacy f the emplyee. A cpy f the PIP shuld be presented t the July 2015 DIRECTV Cnfidential Page 8 f 11

9 emplyee at the meeting, and the emplyee shuld be asked t sign the dcument. Emplyees shuld be given the pprtunity t prvide cmments n the PIP. The fllwing attachment is the PIP template. DIRECTV HOME SERVICES PERFORMANCE IMPROVEMENT PLAN Emplyee Name: Emplyee Number: Hire Date: Date: Subject: Perfrmance Imprvement Plan The fllwing described perfrmance issues are tied t the key expectatins and jb standards fr the [insert emplyee s title] psitin. A review f the perfrmance requirements f yur psitin indicates that yur perfrmance is belw expected levels. In rder t help yu raise yur perfrmance t at least a satisfactry level, yu will be invlved in a Perfrmance Imprvement Plan aimed at prviding yu very specific guidelines and bjectives required t imprve yur perfrmance within a specified perid f time. This Perfrmance Imprvement Plan will be in effect frdays (insert number f days - typically 30) extended as necessary and terminated immediately if prgress is nt made r if ther circumstances arise. It is expected that yu shw a psitive attitude tward this Plan t imprve yur perfrmance. Yur perfrmance will be carefully evaluated n a weekly basis and at the cnclusin f theday perid, yur perfrmance will be evaluated. If yur perfrmance has imprved t a satisfactry level upn cmpletin f the plan, yu will be remved frm the plan. Shuld yu at any pint during this plan NOT demnstrate significant and sustained imprvement in yur perfrmance, yu may be subject t further crrective actin, up t and including terminatin f emplyment. Additinally, while yu are fcusing n imprving yur perfrmance accrding t this Perfrmance Imprvement Plan, yur perfrmance and cnduct in all ther areas f yur jb must remain at an acceptable level. Identified gals and suggested imprvements are as fllws: AREA OF PERFORMANCE (KPI s r Business Skills) PERFORMANCE EXPECTATIONS/ IMPROVEMENT NEEDED COMMENTS/SUGGESTIONS FOR IMPROVEMENT July 2015 DIRECTV Cnfidential Page 9 f 11 DIRECTV PROPRIETARY AND CONFIDENTIAL - 7 -

10 As yur supervisr, I agree t the fllwing based n ur discussin and areas identified fr imprvement in an effrt t assist in yur success: Examples culd include: training r meeting mre ften t assist emplyees It is management s belief that this prgram will help yu t becme a mre prductive and successful emplyee. It shuld be emphasized that, as yur supervisr, I am willing t help yu accmplish the bjectives as set frth. It shuld be clearly understd that this prgram is intended t raise yur perfrmance t a satisfactry level. If yu have questins regarding these expectatins, yu need t infrm me f thse r the persn making the request f yu s yu can be prvided further guidance. If yu are unclear abut my expectatins r need further guidance, it will be yur respnsibility t fllw up with me. We will be taking a hard lk during the time this Plan is in effect and at the end f the _ days t determine if nticeable prgress has been made and will cntinue t mnitr yur perfrmance n a regular basis after this time. Failure t make prgress under this Plan, t sustain perfrmance, r failure t cmply with any Cmpany plicies r prcedures will lead t further disciplinary actin, up t and including terminatin f yur emplyment, even prir t the days. In additin, nthing in this dcument is intended t, nr shuld be cnstrued t alter yur relatinship with DIRECTV in any way. Yu remain an "at will" emplyee and may be terminated at any time, even during the perid f this r any ther plan. Please sign belw t indicate that yu have reviewed and fully understand the perfrmance plan as presented. Supervisr Signature Date (Please print) Manager (Please print) Signature Date Emplyee Signature Date July 2015 DIRECTV Cnfidential Page 10 f 11 DIRECTV PROPRIETARY AND CONFIDENTIAL - 8 -

11 (Please print) HR (Please print) Signature Date Referenced Plicies & Prcedures This plicy crrelates t related cmpany plicies, prcedures and guidelines including but nt limited t: Ethics & Business Cnduct Wrkfrce Management Use f Cmpany Resurces Prtecting Cmpany Infrmatin and Individual Privacy January 2015 DIRECTV Cnfidential Page 11 f 11

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