Human Resources Manager Stan Gomez finds that he is spending a lot of time talki

Question

Human Resources Manager Stan Gomez finds that he is spending a lot of time talking with supervisors about employee absences. Stan, is the Human Resource Manager works for Custom Call Services, a contract customer service-call center that provides year-round online and telephone service to the customers of a wide variety of clients. Staffing levels are essential to meet the demanding level of calls and inquiries the center receives each day. The company offers paid time off options to its employees to allow them to balance work and non-work interests. A goal of the time-off program is to keep unscheduled absences to a minimum in order to keep productivity and service quality high. Unscheduled absences create a problem, as the company has to cover the workload of the absent employee with little advance notice. Custom Call Center offers a generous paid time-off program to allow employees to have time off to rest and relax, to meet personal obligations, and to manage unexpected illnesses. Currently, employees receive 10 vacation days, 3 personal days and 5 sick days per year. Due to the nature of the business and the need to provide service to clients every day, the company does not close on any holidays. Thus, in addition to other time-off benefits, the company provides seven floating holidays and encourages employees to take these on or near traditional holidays. The time-off program currently creates some challenges for the company. While the company uses an automated system to track employees’ time off, supervisors still need to record and properly allocate time off as it is taken. This requires the supervisors to know the reasons for each absence and the scheduling policy for each type of absence. For example, employees must schedule vacation and floating holidays in advance. They are encouraged to schedule personal days in advance, but personal days may be taken without advance notice if necessary. Finally, sick days do not require advance notice, but they may require a doctor’s note if an employee uses a few days in a row, or if the supervisor questions the need for the absence. The sick days create the most challenges for supervisors, as sick days are typically taken without advance notice. Many supervisors suspect that not all last-minute call-offs are necessary. Some employees have admitted that they use sick days even if they are not sick when they have exhausted all of their other time-off options. Essentially, they plan to take a day off, but because the policy does not allow them to schedule sick days in advance, they call off shortly before they are scheduled to work. As a result, supervisors must quickly arrange to cover those shifts. To overcome these challenges, Stan is considering transitioning the company to an integrated paid-time off (PTO) policy in which all time off is grouped into one bank. Instead of the current time-off allotments, the company would offer 25 PTO days each year. Under this policy, employees could still call off on the same day due to illness, but they would be encouraged to schedule most of their time off in advance. Further, supervisors would not need to know the reasons for the absences; they only would need to track the number of days taken off by employees. Stan thinks that the PTO bank would eliminate many unscheduled absences and ease the administrative burden of the company’s current time-off policies. Should Custom Call Services switch to a PTO policy? What are the pros and cons of doing so? If Custom Call Services does transition to a PTO policy, what are some things that Stan should consider including in the policy to address concerns about absenteeism?

Explanation / Answer

Case Details

Company : Custom Call Services which is a customer call center service provides service through online and telephone.

Case is about : Absenteeism

People involved : Stan Gomez ( Human Resources Manager), staff and supervisors.

Key Points In Case

Should Custom Call Services switch to a PTO Policy?

Pros And Cons Of Implementing Integrated Paid Time Off Policy

Benefits

Paid Time Off of today’s workforce requires flexibility as a premium benefit and many employees look at a Paid time off offering as a way to improve their work life balance. Also because most employees do not use all of their sick days, they will view the lump sum of PTO days as an additional bonus from their employer.

A PTO offering often makes the process of asking for a day off much easier for an employee rather than need to provide a detailed explanation to their employers, employees are granted the choice to decide how they will balance vacation, sick days, and personal time.

Under most Paid Time Off plans there is a limit to the amount of days that can be carried over to the next year. This means that employers carry less financial liability in regards to covering accrued vacation time.

Potential Drawbacks of PTO

Having Prior to the PTO benefit healthier employees may have not take the use of sick days on working days . But with everything under the PTO bucket those employees can take the initiative to use those days for additional time away from the office.

Here its an employee decision on taking leaves on required days but while employee has finished his amount of holidays on vacation or something else it may effect on employees when those are sick in real.

Thus rather than taking rest at home they willl come to office on days when they are not feeling well which could potentially cause a decreace of production level and there is a chance of inside workforce get sick.

where at every organization each employee’s personal circumstances may differ throughout the year. Some employees will find that they need to use PTO days for items such as caring for children or elderly parents, while others are able to use them for recreational activities and vacation getaways. This may often cause resentment and complaints to arise within the workplace.

Considering Points on Transition to PTO Policy

The design of an integrated time-off plan can have many facets which is depending Custom Call Service corporate culture and structure.

It is complicated that allowing employees to enjoy holidays at a time because there will be chance of employees requiring leave on purpose of sick or something else. so the management have to be careful and should keep a limit on allowing days of leave

Generally when designing valuable paid time off policy , the management have to consider the following

And there is biggest dilemma on offering paid time off is not necessarily how to distribute it. but how to manage it. why because time off affects your company from a cost and production standpoint, where many employers have to decide on the benefits and drawbacks from a management standpoint.

So taking all necessary steps and being careful in making and implementing Paid Time Off acts as benefitial part of Custom Call Services.

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