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PTO Policy

CWA PTO Policy

Coordinating schedules and coverage for our teams is an important part of our team's planning to ensure that we're continuing to deliver an exceptional customer experience. Regardless of the team that you work on, we all work together to serve our customers every day and set the right expectations both internally and externally for our availability. 

Very critical to our business, is the health and well-being of our team members. Not everyone can take PTO at the same time and we want to work to avoid the end of fiscal year rush to use or lose remaining balances. We encourage you to plan in advance, but also allow yourself some time to be able to use as needed. Looking ahead and planning for PTO so that you get meaningful time off ensures that we are collectively working to take care of and support one another. This allows us to effectively manage a good work/life balance amongst our crew. 

Outlined below are the procedures to make sure that we're tackling PTO schedules with fairness and that we're considering all factors for coverage for important dates, go-lives and everyday support of our internal and external customers. Though not all requests will be approved automatically, we will always work to allow all requests that we can. There are some scenarios where we may ask you to look for another time frame. 

Factors that play into approving a PTO request:

  • Coverage needed due to other's already having PTO approved on the date(s) you're requesting
  • Go-live schedule
  • Amount of PTO already taken.
  • Max number of more senior team members already have approved PTO on requesting date(s).  Not only is it vital to have basic coverage, but that we also need to have enough people to support the team working.
  • Coordinating the JHA Holiday Schedule. ( e.x. we must provide coverage for Holidays that deviate from matching the schedule of the Federal Reserve.)

CWAs

To request time off:

  1. Send out an email to the CWA team to obtain coverage for the time period which you are planning to be on PTO. If the requested PTO time is around a holiday (e.x. Thanksgiving, Christmas, New Year's), ensure that there is coverage availability based on the JHA-O365-websolcwapto calendar. If there are no available reps, reach out to your direct supervisor to discuss further options.

  2. Please submit a calendar request to your direct supervisor. If the calendar request is accepted, you can consider this official approval of the time requested. A few things about the calendar invite:
  • Set it to an All-Day Event so it does not take up an entire calendar day.
  • If it is a Half Day, put AM/PM so the approver will know if it's morning or afternoon. (Ex: KPG – PTO AM)
  • Set the status to Free so it does not impact the calendar of the person you are inviting.
  • Set it to No Reminder
  • Include in the meeting request title who will be covering for you.
  • Include JHA-O365-websolcwapto on the calendar invite

  1. You will also need to add a calendar invite on your own calendar that actually has the status of Out of Office so your calendar will show you as unavailable if someone goes to schedule a meeting, etc.

Before your expected PTO day:

External

  1. Email Responder
  • Enable your out of office email automatic reply, detailing the dates you'll be out of office and how to engage the CWA covering for you, the For Clients Portal and the after-hours call center.
  1. jSource
  • Update your Worker Availability in jSource.

Internal

  1. PTO Calendar
  • Ensure that your PTO is on the JHA-O365-websolcwapto calendar (set as free with no reminder), as well as your own calendar (set as out of the office).
  1. HCM
  • Upon receiving manager approval for your PTO (calendar invite accepted), input your PTO on your timesheet.
  1. Slack
  • Update your Slack status to indicate your PTO schedule.
  • Drop a note in the # org-content-support channel to ensure everyone is aware that you'll be out of office.
  1. Coverage Awareness
  • CC and FWD any applicable email correspondences to the covering CWA for awareness and continue support.
  • Ensure all cases contain client updates prior to being out of office. 
  • An "internal note" can be added to the jSource case and the covering CWA can either be added as an interested party or have the case reassigned directly.