internal operations

1. Internal
Operations

2. Table of
Contents
Introduction
Compliance support team -
Organizational chart
Attendance policy
Employee Availability Policy
Check-in/out policy
Occurrence chart
Scheduling protocols
PTO/Non-PTO requests Policy
LAP (Leadership Approval) policy
Basic Email Etiquette
Email organization
Daily/Weekend schedule
Upcoming holidays
Management Contact Information

3. Introduction
As of last December, The Compliance Team has moved to a
permanent work from home model in response to the COVID-
19 pandemic.
To keep things moving smoothly, we ask that everyone works
just as if you were in the office.
Follow your exact schedule, structure, and your breaks.
We expect you to work your scheduled hours each day, but if
at any time you need to change this plan for personal reasons,
discuss it with your Manager immediately.
Also, be sure you always have a secure internet connection
that is fast enough to keep things rolling.
If at any time you run into an issue, notify your Supervisor
immediately.
Remember to follow the Remote Telecommunicating Policy,
which is available in the Human Resources folder in Teams.

4. Compliance
Support Team
Organizational
Chart

5. Attendance Policy
• Employees must be present for work, on time, every day. Regular attendance and punctuality are essential to keeping the team and StandUp
Wireless operating smoothly. Arriving late, being tardy, or absent impacts productivity and causes disruptions across the team.
• Attendance Infractions
• Our department provides a five-minute grace period after the shift start time.
• Employees must report absences at least 24 hours in advance of their shift by sending an email to leads@standupwireless.com.
• Employees running late must contact a supervisor immediately.
• Employees must clock-in and clock-out via ADP for each shift and break.
• If there is any problem recording a clock-in or clock-out, employees should inform a manager immediately.
• For any of the infractions above, the employee will receive a documented occurrence.
• 2. Disciplinary Action for Attendance Infractions
• Attendance issues will result in progressive disciplinary action and possible termination based on the occurrence chart shown on Slide
8.
• Employees who consistently fail to clock-in or clock-out may receive disciplinary action, up to and including possible termination.
• 3. Excused, Unpaid Absences without Disciplinary Action
• Excused or unpaid absences can be granted for funerals, jury duty, bereavement, military duty, childbirth, a car accident, and
unavoidable emergencies. In these cases, employees must provide documentation to prove a reason for the absence.
• Bereavement, jury duty and military duty exemptions require proper documentation to be given to a manager 48 hours prior to the
absence, whenever possible.

6. Employee Availability Policy
All employees are expected to:
• Be available by phone, email or any other medium deemed appropriate by StandUp during core business hours and consistent with the schedule approved by your
manager.
• Ensure all interactions with others are conducted in a quiet location so as not to disrupt or deter from the business being conducted.
• Ensure you make yourself available for client meetings, staff meetings, and other meetings as deemed necessary by StandUp or your manager.
• Ensure that all Company equipment and records in your home office or workspace are maintained in safe and secure conditions and are used primarily for Company
business, as they are subject to inventory control and disposal procedures as defined by StandUp.
• Ensure that all Company equipment and records are available to StandUp or your manager immediately upon request.
• Consult with StandUp or your manager to clarify any system back-up requirements if work is saved on a system other than what is required by the Company.
• Be able to return to the office when required to do so.
• Alert StandUp or your manager if external circumstances are likely to interfere with performance under this policy.
• Ensure that the needs of StandUp during business hours take precedence over your personal needs.
Non-exempt employees must:
• Check-in with your manager or designated supervisor by phone or by email at the beginning and ending of each workday, and at agreed upon touchpoints.
• Notify your manager when leaving your home office during regular, scheduled working hours.
• Obtain approval from your manager in advance of working any overtime.
• Obtain approval from your manager in advance of any work-related travel.
• Record all your hours for each workday showing when you begin and end your workday, as well as record all meal and break periods.
Remote telecommuting is not designed to be a replacement for childcare. Although an employee’s schedule may be modified to accommodate childcare needs, with
manager approval, the focus of telecommuting must remain on job performance and meeting business demands.

7. Check-in/out Policy
• All employees must complete a daily check-in
to ensure everyone is on-line and working.
• At the beginning and end of each shift,
employees must check-in on the AGS Daily
Chat Group on Teams.
• Employees must also provide notice for all
breaks during their shift.
• If the team member fails to complete the
check-in or notice of break, they will receive an
occurrence. Please see the occurrence chart
on Slide 7.

8. Occurrence Chart
• Employees are subject to occurrences as explained in each Policy states in pervious slides. Anytime an
occurrence is issued, the employee will receive a documented record according to the chart below.
• 1st occurrence – Documented verbal warning
• 2nd occurrence – Write-up and documented warning
• 3rd occurrence – Write-up and documented warning
• 4th occurrence – Write-up and documented warning
• 5th occurrence – Write-up and final warning before the suspension
• 6th occurrence – Write-up with 1-day unpaid suspension
• 7th occurrence – Final write-up before an employee is subject to termination
• 8th occurrence – Subject to termination

9. Scheduling protocols
• The schedule will be released two weeks in advance.
• This was created for everyone to have an advance notice of their days off.
• We will now require for any requests off to be submitted a minimum of two weeks in advance.
• Accommodations will be considered if the requests are placed before the schedule has been sent out.
• Any requests made after the schedule has been sent out will be denied. However, It will be the responsibility of the person
who needs the day off to find someone to switch days/times with.
• An email will need to be sent to your respective Supervisor, team lead, and assistant Manager confirming the
Date/Time/Both Staff members names who are switching.
• Timely requests off will continue to be made through Employee Navigator and the time request off email will be sent to all
the leads/supervisors/managers.

10. Scheduling Protocols Continued…
• Example of schedule switch email:
• Hello,
• I (Requestor name) will be switching shifts with (Person who agreed name) on the following days.
• Requestor name: Will be working Monday Nov 1st, 2021, from 9AM-6PM.
• I will be off on 00/00/0000 ( if applicable)
• Person who agreed name: Will be working Tuesday Nov 2nd, 2021, from 12 PM-9PM. Will be off on 00/00/0000 (if applicable)
•
• IMPORTANT NOTE: Both people who are switching need to acknowledge the switch through email. The requester should make sure that the
person they are switching with confirms. This will alleviate any responsibility from the requestor if the other person fails to show up for their
shift. Once the switch has been acknowledged by both parties and management, any employee who fails to show up to their shift will be
considered a No-Call No Show.

11. PTO/Non-PTO requests Policy
• Requesting Time Off New employees may begin using available PTO after completion of 90-day introductory period.
Employees login to www.employeenavigator.com to request paid time off (PTO) Managers review and approve PTO requests
in Navigator
• When requesting time off, be aware that they must be submitted as PTO. If you have exceeded your PTO, non-PTO requests
should only be granted under extenuating circumstances that should be considered while keeping the needs of the business in
mind.
•
• For call center employees who need a certain weekday off, they will be placed in the weekend schedule prior to the
requested day off. The requested day off will then be assigned as the scheduled off day for working the weekend.

12. LAP (Leadership Approval) Policy
This process allows reps to approve orders that may be a bit complex. Orders approved per leads will not hold you accountable in the case
the order is not a good one.
• Reps are to add these lead approved order to the LAP list
• Example:
• At the end of every shift, you will need to send your LAP list to LAP@standupwireless.com

13. Basic
Email
Etiquette
• Emails are a huge part of our
business and ensuring that you
are correctly updated on a variety
of topics. Therefore, we have
created an email policy and
included general email guidance
to ensure professionalism within
our department and overall
business. Please see next slide for
details.

14. Basic Email Etiquette - Adding Signatures
We are requiring you all to add your signature as this is the perfect opportunity to brand every message you send. Below is the template for your signature along with some instructions on how to add this to your
email for both the app and web domain.
Template
Your Name Here
Compliance Support Representative
Global Connection Inc. of America
Agent Support Line: 877-331-3218
Instructions outlook app:
• https://support.microsoft.com/en-us/office/create-and-add-a-signature-to-messages-8ee5d4f4-68fd-464a-a1c1-0e1c80bb27f2
Instructions outlook web domain:
• https://support.microsoft.com/en-us/office/create-and-add-an-email-signature-in-outlook-on-the-web-5ff9dcfd-d3f1-447b-b2e9-39f91b074ea3

15. Basic Email Etiquette - Replies, Forwarding,
and Responding
Reply all
• Limit replies to those who need to know the information being conveyed to respect others’ time and inbox capacity.
• If you are sending an email to a lead or supervisor, go ahead and copy all of the leads, supervisor, and myself so that we are all on
the same page.
Forwarding
• In general, don’t forward emails without permission, or at least to review the content that will be forwarded to avoid sending
sensitive information.
• Do not send any customer information via email. If you are sending a screenshot of a customer’s account, you should cover the dob,
ssn’s, etc.
Responding
• Employees should respond to emails, both internally and externally, within a reasonable timeframe. Because we have noticed that
this is not getting done, employees must respond to emails within a 4-hour time frame. If you are scheduled off, you must respond
to the emails by your next working shift.
Not responding to emails in the time required will result in an occurrence.

16. Basic Email Etiquette - Professionalism
Use standard fonts and formatting
• For professional business correspondence, keep your fonts, sizes and colors classic. For example, use a standard font such as Arial, Calibri or Times New Roman in 10- or 12-point font and in
black. When you use bold or italics, try not to use them on more than one word or a string of words in a single email.
• If you’re copying and pasting text, make sure you clear the formatting before sending the email, as it could appear different than the rest of your text.
Include a clear subject line
• Title your email in a way that the recipient immediately knows what the message is about before opening it. For example, if you’re emailing about a customer complaint regarding a device you
should enter “Customer Complaint – Device Escalation”
Use professional greetings
• Choose a salutation that is appropriate for the relationship you have with the recipient. If you are sending an email to a coworker, a casual greeting such as “Hello” may be appropriate. It’s
recommended to use the person’s name exactly as it’s shown too unless you know they go by a nickname. In other words, don’t assume that Michael goes by Mike or that Jennifer goes by Jen
unless you’ve seen them refer to themselves in that fashion.
Use sentence case
• Use sentence case when you’re sending a professional email. That means capitalizing the first word of every sentence as well as proper nouns. Avoid using all caps on any of the words.
Proofread
• Proper spelling and grammar are important when sending business correspondence. After you finish writing an email, read it out loud to ensure there are no errors. Taking the time to read it
out loud will increase the likelihood of catching any mistakes that your eyes may have skimmed over had you read it silently.
Keep your tone professional
• Think carefully about your word choice in an email and how someone else could read them. Avoid negativity, sarcasm and adjectives that can cause you to sound overly emotional. Be careful
when using humor too, as it can be misinterpreted.

17. Basic Email
Etiquette -
Importance
of Correct
Grammar
• Please see the link to the article to
read about the importance of
correct grammar.
• Article Link:
https://www.linkedin.com/pulse/i
mportance-good-grammar-
business-communications-cecile-
scaros/

18. Basic Email
Etiquette -
Approaching
Conversations
with
Respectfulness
Please keep in mind that in a professional environment
we need to step back and analyze the way we are
asking a question as it can come off as very
disrespectful.
Below is an example of where improvements need to
be made, along with a video for further explanation of
which you all will have to take notes on as well.
• Ex. Instead of asking: “Can you tell me why XYZ” -
change to “I have noticed XYZ, can we discuss this
update as I would like to share some concerns.” –
Please keep in mind that that approaching someone
with the word “why” comes off very demanding and
confrontational in a work environment.
• Link for video:
https://www.youtube.com/watch?v=yVAMAn8cdhg

19. Organizing
Your Email
Much like regular mail, we all get a lot of different types
of email. Some messages are important while others
are merely informational. And some of it is junk.
Regularly going through the mail and getting rid of the
stuff you don’t need helps you to be more organized
and allows you to retrieve the really important
messages when you need them.
• In order to keep our employees up to date with the
latest changes, we ask that all employees organize
their inbox by creating folders for each leader within
the company.
• Below I am providing a link to a tutorial on this.
Link: https://www.youtube.com/watch?v=4-RfVUbyg9I

20. Daily/Weekend schedule
• Upon checking in for your shift, it is the rep's
responsibility to check the daily schedule each
day.
• This will indicate what task you will be on for
each hour.
• You will also find the weekend schedule along
with the days you are scheduled off during the
week.

21. Upcoming
Holidays

22. Management
Contact
Information
Assistant Manager
• Clara Rico, Phone Number- 470-535-2027
Supervisors
• Kevin Henrickson, Phone Number- 470-851-7266