RnR Employee Handbook

Transcription

1 2015 RnR Employee Handbook Rina Schaefer & Renee Laviolette RnR Staffing & Consulting Inc. 3/12/2015

2 1 CONTENTS 2 Welcome to RnR Staffing & Consulting Inc About RnR Principles of Customer Service RnR Policies Harassment and Discrimination General Code of Conduct

3 RnR Staff Handbook 2 WELCOME TO RNR STAFFING & CONSULTING INC. Welcome to RnR Staffing & Consulting Inc. We are pleased to have you onboard!. At RnR we want to help you find meaningful work that you love and we will do our best to help you achieve this by helping to develop your interview skills, help improve your resume and provide you with many other professional development tools. The job world today is extremely competitive and with the skills you will develop with RnR we are confident that you will be able to secure the type of work that you are striving for one day. At RnR we are only interested in hiring the best. We will look to you to provide our clients with your energy, work ethic, enthusiasm and exceptional customer service skills so that our clients will continue to come to RnR and will allow us to be the number one supplier of temporary staffing for events and small-medium sized businesses in Canada! 3 ABOUT RNR RnR was founded by Rina Schaefer and Renee Laviolette. Rina and Renee began working together in 2006 as temporary staff for conferences and events and quickly we became known to peers and colleagues as the R & R team. The inspiration behind RnR, came several years ago we worked together in running a customer service division for an event staffing company in Toronto. In November of 2014, RnR Staffing & Consulting was born and we ve been putting all of our knowledge from years of related work experience and passion for this industry into this new company. RnR Staffing & Consulting may be a brand new company, but we have years of experience booking events, finding outstanding and qualified staff and partnering with clients to ensure that every event is a success. Our mandate is to make certain that every event or job placement we undertake meets or exceeds the client s expectations. We have the experience and knowledge to fulfill our client s needs by finding and staffing the right candidate for their organization or event. Staffing Services At RnR, we provide professional HR services for small businesses, as well as temporary staffing & logistics for events including conferences, trade shows, private functions, and promotional campaigns. 2

4 We offer a full range of staffing services for our clients; human resource management, full scale recruitment, and consulting services for logistics and scheduling challenges. The RnR Management Team Currently the RnR Team consists of Rina Schaefer and Renee Laviolette. You may be contacted and book for work by either of these individuals. 4 PRINCIPLES OF CUSTOMER SERVICE Exceptional Customer Service is key for your success with RnR and the success of the company as a whole. Customers who experience poor customer service are more likely to tell people about their experience. That s why it is so important to take care of your customer. Providing great customer service is not difficult, but it does require that you pay attention to your customer, listen to their needs and do what you can to help resolve their issue. Below are some key points to remember for providing exceptional customer service: 1. Keep smiling and stay friendly. Often a friendly smile can help brighten the mood of an individual. 2. Listen carefully and do not interrupt. Often a customer just wishes to be heard and wants the opportunity to explain their situation. 3. Be readily available to offer prompt assistance. When a customer needs assistance they should not be kept waiting. If you cannot tend to them immediately acknowledge their presence and let them know you will help them shortly. If you don t feel you will be able to help them in a timely manner try and get another member of your team to assist them. 4. Address your customer as Mr. or Mrs./Miss if you do not know their name. 5. Do your best to offer a solution to your customer. If you cannot do this then get the assistance of a person who can or provide your customer with the contact information of the person who can help them. Never say I don t know. It is much better to say something along the lines of Let me find out for you. 6. Be professional at all times. Personal use of your cell phone should be kept for your break. Minimize the chatter amongst you and your coworkers and ensure that personal conversations are kept to a minimum. Do not speak negatively about RnR or another staff member/client while working. 7. Treat all people equally. Remember that there may be times when you may encounter a person with a disability. Please take this short online training course which will help you learn how to effectively assist a person with a disability. 3

5 5 RNR POLICIES RnR may change or amend these policies as required. 1. Hiring Policy RnR will hire those staff that are deemed to have the appropriate skills, relevant experience and other qualifications required for the specific position. Staff will be hired, promoted, trained and disciplined based on their performance and skills regardless of age, race, sex, religion, sexual orientation or family status. 2. Safety The safety of RnR staff is number one priority and our objective is to prevent injury, illness, loss and or damage of property. RnR staff, supervisors and management will comply with all regulatory requirements that pertain to the safety of staff. All RnR employees have the responsibility to comply with all relevant regulations and also to report any violations or unsafe conditions to their RnR Supervisor. 3. Communications Within RnR RnR believes in open communication with honesty, integrity and as much consistency as possible. Should you have an issue you would like discuss or express an opinion about, we are more than happy to listen and work to resolve the issue. Should you have a complaint about a staff member, client or RnR supervisor/manager we are also more than happy to discuss the complaint with you. Every effort will be made to find a reasonable solution to all parties concerned wherever possible. Complaints should be brought to the attention of RnR Management as soon as possible. 4. Conflict of Interest In accordance with the Law, RnR will not tolerate any activity that may be construed as being in conflict with the best interests of the company. A conflict exists where a situation will influence, or may appear to influence, any of your decisions or activities on behalf of the company. A conflict exists where you act on behalf of RnR in a way that benefits you personally through a third party. 5. Confidentiality All documents, correspondence, or other materials utilized in the course of employment are, and remain the exclusive property of RnR and/or its clients. Unauthorized release or duplication is a disciplinary offense. All employees must respect the confidentiality of the information they receive during their employment. This may include, but not be limited to product design, marketing information, company strategies, client and employee information and pricing information. 4

6 6. Public Relations All public relations activities and contact with media will be made through RnR Management. RnR staff are not permitted to speak on behalf or RnR or its clients. All employees must refer media (television, radio, newspaper, etc.) to the RnR Supervisor or RnR Management. 7. Personal Appearance As front line staff you are the first impression of our client to their customers. Not only do your represent our clients, you also represent RnR and yourself. Because of this it is paramount that you have a professional and well-groomed appearance. The specific attire requirements may vary depending on the client or event but in general the following attire should be worn: -Black dress pants or knee length black skirt (no jeans, athletic pants or skirts above the knee). Hosiery must be worn with a skirt -Black closed-toed dress shoes -Long-sleeved white collared blouse All clothing must be clean, neatly pressed and properly fitted. In some cases a black jacket or blazer may also be worn. All staff must be well groomed and men should be clean shaven. No excessive jewelry, makeup or perfume/cologne may be worn. For promotional work typically it is black pants and a branded shirt provided by the client. In some cases your sizing information may be required by the client in order for you to wear attire provided by them. 8. Cell Phones Use of cell phones including texting, ing and calling is NOT permitted while working unless the position requires that you have access to your phone. Your phone should be put away while working and can be accessed during your break. Should you need to make an emergency call please let your supervisor know and make the call away from the work area. 9. Parking In general, the cost of your parking is your own responsibility and not that of RnR or its clients. However should the work site be a significant distance away (60km +) from your home there may be some compensation for parking as long as the receipt is provided. We will let you know ahead of time if parking will be covered. Also please ensure you give yourself enough time to find parking. Being late for your shift because you could not find parking is not an acceptable excuse. 10. Food Onsite Often at events there may be food and drinks provided to the event attendees. These items are not to be consumed by RnR staff unless they have been invited to do so by the client. It is not appropriate for RnR staff to ask if they may consume these items. Should the client invite you to partake you must inform your supervisor and then ensure that consumption of the items does not interfere with the work. It is not the responsibility of the client to provide you with food while working and it is recommended that you bring your own food onsite in case it is not easily available to be purchased. 5

7 11. Change in Personal Information Should your contact number or address change it is your responsibility to update RnR and also to update your ADP Profile. Failure to do so may result in your T4 or paystub being sent to the incorrect address. It is imperative that RnR management be able to contact you if needed and having a working phone number is a required. 12. Hours of Work and Overtime All RnR Shifts are a minimum of 4 hours as long as you arrive on time and in the required attire. All hours will be rounded up to the nearest 15 minute increment. For example if you work until 4:07 pm you will be paid until 4:15 pm. Training via phone conference or the web will be paid based on the actual time but also rounded up to the nearest 15 minute increment. Overtime will be paid as required in accordance with Employment Standards legislation. Any RnR Staff Member scheduled to work on a Statutory Holiday proclaimed by the Province or Federal Canada shall be given time and a half pay for each hour worked. 13. Payroll and Compensation RnR pays on a 2 week pay schedule every second Friday. The payroll period begins on Monday and ends on a Sunday of the second week. Pay day is the Friday after that last Sunday. All staff will receive 4% Vacation Pay on each cheque and all required deductions will be made on their cheques. Staff are required to provide their SIN, date of birth and banking information in order to be paid for their work. 14. Shift Minimum & Cancelation Policy All RnR Staff will be paid a minimum of 4 hours per shift providing they arrive to work on time and in proper uniform. Should a shift be cancelled with less than 24 hours of notice prior to the start time staff will also be paid a 4 hour minimum. Staff will be paid for their time to the nearest 15 minute increment meaning that if a staff member is clocking out at 1:07, then they shall be paid until 1:15 and that will appear on the invoice in the calculations for the total hours worked per employee. 15. Supervisors When one or more staff are working a Supervisor or Team Leader will be assigned. A supervisor (required if more than 10 staff are scheduled) or a team leader (required for 2 9 staff members). Supervisors may be required to work one of the required shifts in addition to performing their supervisory duties. All supervisors/team Leaders will have the RnR timesheet which all staff will sign in and out for their shifts with. Staff will be paid for the hours that they have signed for. If an RnR staff member is instructed to change positions at any point during their scheduled shift and the new rate is higher or lower, that may be included under the 4 hour minimum policy but the new rate for that position will apply for the remainder of the shift. 6

8 16. Breaks Staff are entitled to a 30 minute break after every 5 hours of work. You are not required to work beyond the 5 th hour without a break. Staff working shifts less than 5 hours may be granted a 15 minute break if time permits. All breaks will be assigned by the supervisor. 17. Absences/Lateness Staff are required to notify RnR Management if the cannot make their shift of if they are late for any reason. This will be noted on the employee file and further disciplinary action may be taken. If staff are late for a shift and do not notify RnR management or their supervisor they may be sent home without pay if they have been replaced by another staff member. 6 HARASSMENT AND DISCRIMINATION At RnR, we are committed to creating a work environment for all staff that is free from all harassment, bullying, discrimination and violence. This applies to vendors, customers and others that may enter the workplace and also employees, supervisors and managers. All employees are responsible to take appropriate action to end that conduct in the workplace. This can include notifying the supervisor or RnR Management Harassment Harassment is defined as when a person engages in a course of distressing comments or conduct which is known, or should reasonably be known, to be unwelcome, whether such conduct is verbal, physical or visual. RnR Staffing & Consulting will not tolerate harassment in any form or from any persons. Employees who engage in harassment will be subject to discipline, up to and including the termination of their employment. Harassment can include the following: Unwelcome remarks, slurs, jokes or taunts; Unwelcome sexual remarks, invitations, or requests (including persistent, unwanted Contact after the end of a relationship); Displays of sexually explicit, sexist, racist, or other offensive or derogatory material; Written or verbal abuse or threats; Practical jokes that embarrass or insult someone; Leering (suggestive staring) or other offensive gestures; Unwelcome physical contact, such as patting, touching, pinching, hitting; Patronizing or condescending behaviour; humiliating an employee in front of co-workers; Abuse of authority that undermines someone's performance or threatens her or his career; Vandalism of personal property; 7

9 Discrimination Discrimination involves conduct which distinguishes between employees because of their race, color, national origin, religion, age, sex, gender, sexual orientation, disability or any other legally protected status. RnR Staffing & Consulting has a zero tolerance policy towards any acts of discrimination from one person to another. Employees who engage in discrimination will be subject to discipline, up to and including the termination of their employment. Bullying & Violence Bullying is considered to have occurred when a person uses authority, power or influence to unreasonably interfere with an employee or the employee's job. Bullying includes humiliation, intimidation, threats, and coercion by emotional blackmail, guilt or obligation. Bullying does not include the exercise of normal managerial discretion or authority by RnR Management, such as counselling, performance appraisals, and discipline, as long as these are done without bias and in the normal course of the manager s duties. Violence includes assaults, threats, attempts to exercise physical force to cause injury and other disruptive physical behaviour. It can involve oral, written or electronic statements, gestures or expressions that communicate a direct or indirect threat of the exercise of physical force to cause harm or which may reasonably be interpreted as such. Violence in the workplace is unacceptable. RnR Staffing & Consulting will not tolerate any form of violence or bullying in the workplace. Steps to Respond to Unwanted Behaviour/Actions at the Workplace Any employee who has been subject to harassment, discrimination, bullying or violence should, unless doing so would subject them to harm should follow the procedure listed below. Employees who find themselves in imminent danger while at work should remove themselves from the dangerous situation and contact the site security services or the local police department, when reasonably possible, and then immediately contact their supervisor and RnR Management. Otherwise we recommend for you to: 1. Advice the offending party that their actions are not wanted or appropriate and give them the opportunity to immediately cease such actions. 2. If the actions continue, the employee should immediately report the conduct to their Supervisor or RnR Management and walk away from the situation. All reports will be taken seriously and promptly investigated by RnR Staffing & Consulting Inc. Reports of harassment, discrimination, bullying or violence should, after site security or local police are notified (in the appropriate cases), be reported to the employee s supervisor. If the employee s supervisor is involved in the harassment, discrimination, bullying or violence, the employee should report the circumstances directly to RnR Management by contacting Renee Laviolette at renee@rnrstaffing.ca or or Rina Schaefer at rina@rnrstaffing.ca or This also applies if an employee believes they have witnessed harassment, discrimination, bullying or a violence act. 8

10 Commitment to Protect RnR Employees. RnR is committed to investigate all complaints, reports and other circumstances related to harassment, discrimination, bullying and violence thoroughly and promptly. To the fullest extent reasonably possible, RnR will maintain the confidentiality of those involved in the complaint and the report. If an investigation confirms that harassment, discrimination, bullying or violence has occurred, RnR will take corrective action. Corrective action may include, in the case the offender is an employee, discipline, up to and including the termination of employment. In the case the offender is not an employee, corrective action may include the termination of any service contracts, the prohibition of the offender from accessing property or legal action. Employees are required to cooperate in any investigation with a view to reaching a timely resolution of each complaint or circumstance. Prohibition against Retaliation / Reprisal RnR prohibits any form of retaliation against employees for making bona fide complaints or reporting on harassment, discrimination, bullying or violence. However, if an investigation of a complaint or report shows that the complaint or report was false, the individual who provided the false information will be subject to disciplinary action, up to and including the termination of their employment. 7 GENERAL CODE OF CONDUCT The following are general standards of conduct that must be applied to all staff working all shifts: 1. All employees should familiarize themselves with the event details. 2. All employees should dress for the weather, meaning bring appropriate attire if your shift is outdoors. 3. Always plan for the unexpected. Bring your own food and water with you. 4. Be familiar with your working environment i.e. First Aid Kit, Emergency Exit, Washroom etc.). 5. Remain at your assigned area until relieved by your supervisor or another staff member. 6. Once your shift is completed please do not disturb those who are still working. 7. Ensure job expectations are clearly understood. 8. Know and enforce RnR rules and policies. 9. Ensure you sign in and out of the timesheets at the start and finish of your shifts and for your breaks. 10. Do not make personal calls or texts while working. Wait until your break. 11. Follow the instructions of your Supervisor and the client. 12. Keep Smiling! 9

11 Disciplinary Actions All employees are expected to meet RnR standards of work performance. Work performance can encompass many factors, including attendance, punctuality, personal conduct, job proficiency and general compliance with the RnR's policies and procedures. If an employee does not meet these standards, RnR Management may take disciplinary action or possible immediate dismissal RnR follows a progressive discipline program that normally consists of the following stages: 1st Offense - Verbal /Written Warning 2nd Offense - Written Warning 3rd Offense Suspension or Termination Written Warnings Upon completion of an investigation into non-compliance, the employee will be presented with disciplinary action by a representative of our Management Team. The disciplinary paperwork will clearly identify the problem and outline a specific course of both corrective action and consequences for future non-compliance. The employee should clearly understand both the corrective action and the consequence (i.e., termination) if the problem is not corrected or reoccurs. The employee should acknowledge receipt of the warning and include any comments of their own before signing it. A record of the discussion and the employee's comments should be placed in the employee s personnel file. Multiple warnings will result in further disciplinary action up to and including dismissal. Dismissals RnR is a temporary, on-demand, event staffing company. Every RnR employee has the status of "elect to work " meaning that no one has a contractual right, express or implied, to remain in RnR s employ. RnR may terminate an employee's employment, or an employee may terminate his/her employment, without cause, and with or without notice or compensation, at any time for any reason. We thank you for taking the time to read through our policies and procedures regarding your employment with us at RnR. Any questions you may have on any of our policies please address RnR Management and we would be happy to discuss any matters with you. We look forward to working with you! 10