VA WORKS Shift Policy

1. OBJECTIVE AND SCOPE

The purpose of this Shift Policy ("Policy") is to establish standardized procedures for work schedules, shift assignments, and time management for all remote personnel engaged by VA Works ("the Company"). This Policy ensures that our Business Process Outsourcing (BPO) services remain aligned with the operational requirements of our clients in the mortgage, real estate, and home services sectors.

This Policy applies to all full-time, part-time, and contract service providers.

2. CLIENT TIME ZONE ALIGNMENT

A core value proposition of VA Works is the provision of remote teams that operate within the same time zone as our clients.

• Alignment: All personnel are assigned to shifts that correspond with the local business hours of their designated client (typically Eastern Standard Time (EST), Central Standard Time (CST), Mountain Standard Time (MST), or Pacific Standard Time (PST)).
• Operational Readiness: Personnel must be online, active, and fully operational at the exact commencement of their assigned client shift.

3. SHIFT STRUCTURE AND ASSIGNMENTS

VA Works operates Monday through Friday, with an optional Saturday shift where applicable based on client needs.

4. ATTENDANCE AND TIME TRACKING

All personnel are required to utilize the VA Works integrated operating system for all time-tracking functions.

• Clocking In/Out: Personnel must clock in at the start of their shift and clock out at the end of their shift through the Company's real-time time management tool.
• Break Monitoring: All rest breaks and meal periods must be recorded accurately within the system.
• Shift Monitoring and Adherence: Shift attendance and adherence (including start/end times and presence during scheduled hours) are monitored via the VA Works integrated operating system as part of the Company's AI-assisted oversight.
• Activity Oversight: As part of our AI-assisted oversight, the Company utilizes screen monitoring and activity tracking during shift hours to ensure compliance with productivity standards and security protocols.

5. BREAKS AND MEAL PERIODS

• Meal Periods: Personnel working a shift of more than six (6) hours are entitled to one (1) sixty (60) minute unpaid meal period.
• Rest Breaks: Personnel are entitled to two (2) fifteen (15) minute paid rest breaks per eight-hour shift.
• Scheduling: Breaks must be scheduled in coordination with team leads to ensure continuous coverage for the client.

6. OVERTIME POLICY

• Authorization: Overtime is defined as work performed beyond forty (40) hours per work week. All overtime must be authorized in writing by a VA Works supervisor prior to the commencement of the work.
• Compensation: Unauthorized overtime may be subject to disciplinary action and will be compensated only as required by applicable local labor laws.

7. SHIFT SWAPS AND MODIFICATIONS

• Requests: Personnel wishing to swap shifts or modify their assigned hours must submit a request through the VA Works platform at least forty-eight (48) hours in advance.
• Schedule Change Requests Must Go to VA Works Management: Any request to deviate from assigned shifts or to make an individual schedule change (including time-off requests) must be submitted directly to VA Works management, in alignment with the Non-Circumvention and Communication Protocol Policy.
• Approval: All swaps and modifications are subject to management approval and must not disrupt client operations or service continuity.

8. PUNCTUALITY AND CONDUCT

• Tardiness: Arriving late to a virtual shift (tardiness) or logging off early without authorization is considered a violation of this Policy.
• No-Call/No-Show: Failure to report for a shift without notifying a supervisor is considered a "No-Call/No-Show" and may result in immediate termination of the service agreement.
• Technical Readiness: Personnel are responsible for ensuring that their hardware, internet connection, and power supply are functional prior to the start of their shift. Technical failures do not automatically excuse shift absences.

9. PERFORMANCE TRACKING

The Company utilizes its Learning Management System (LMS) and talent performance tracking tools to evaluate shift performance. Consistent adherence to assigned shifts and productivity metrics during those shifts is a primary component of performance evaluations.

10. COMPLIANCE

Failure to adhere to the guidelines set forth in this Shift Policy may result in disciplinary action, up to and including termination of engagement with VA Works. The Company reserves the right to amend this policy at any time to maintain alignment with client needs and regulatory requirements.