Handbook Articles

Work behavior

Respectful and ethical treatment of clients, contractors, vendors, consultants and co-workers is essential, and sensitivity to their individual circumstances is often necessary. Preventing difficulties is preferable to solving problems after they occur. Violent behavior such as fighting or disorderly conduct should be reported to supervisory staff immediately and is grounds for immediate termination. If you have reason to believe that your own safety or the safety of others is threatened, report the situation immediately to your supervisor or the Police Department.

Unauthorized stops

Stopping anywhere that is not work-related (including stores, homes, malls, etc) while on a route (once the in-route button has been pushed: text sent to client) is against company policy. If you are responsible for an unauthorized stop while on a route with our company, it is grounds for immediate termination. If you need to stop anywhere that may be considered an unauthorized stop, you must have permission from the office first.

Time recording

Clock in and out in each home must be accurate. It is the responsibility of all members of the team to ensure the correct times are recorded.

Theft

All client personal property and information is not to be removed without express permission of management. Removal of any unauthorized client property or information may result in immediate dismissal, and criminal prosecution.

Staff training

Detail Cleaning Services is dedicated to continued staff training and development on all levels. Each job position may have an initial training, as well as ongoing training. Each employee is expected to follow their training schedule as outlined. Training schedules are subject to change. Any assigned training task (verbal or written) is a job requirement, and should be treated with the same attention and completion deadlines as any other job task.

Social security

We are required by law to collect all employee social security numbers, and deduct the employee’s portion of the social security trust amount from employee paychecks. Detail Cleaning Services matches every dollar deducted from the paychecks to cover the employer’s portion of the social security benefits.

Weather conditions

In the event of rain, ice storms, monsoons, wind or other poor weather employees should assume that it is a normal work day and arrive on-time unless notified by a manager. The welfare of our employees is always our priority so we will close for business if the roads are not safe to travel in. Please be aware, as stated in our employee manual, that there is the chance that we open for business mid-day instead of 8 AM. In the case of a “weather emergency”, where city officials are urging evacuation, or staying inside of a safe location, then contact the office to discuss with your manager.

Smoking

In the interest of promoting a healthy work environment for our clients and employees smoking is not permitted on the job site (any portion of the client property), while wearing your uniform, or in company office spaces except designated areas. Smoke breaks must be taken during regular break times. Please be aware that discipline action will be taken if a client informs us that an employee enter their home smelling like cigarette smoke.

Schedule

You will be issued your work schedules daily each morning. Please notify management in advance if you have a question or problem with completing your schedule as issued.

Each employee is expected to be available to work starting at 8am and work as late as 5pm Monday through Friday. Unless otherwise indicated the management team will add hours to the employees schedule as work is available, until the maximum requested hours is met. If an employee sees on a future schedule that there is not a full day booked, and he/she would like to not fill those hours, then a “request for time off” should be submitted two weeks in advance.
Client scheduling is to be performed strictly between the office staff and the client and should not be performed by field employees directly.
One-time schedule changes should be requested by using the “Request for Time Off” form, and approved by management.
Do not request time off the week of, week before, or week after a holiday
Client cleanings are to be serviced at the scheduled time, or arrival window. Field employees should not contact the clients directly to rearrange times, but instead contact the office if a conflict arises.
If running late and it is possible you will not arrive during the given arrival window, contact the office immediately. Always contact the office at least 1 to 2 hours in advance of arriving late to the next client’s home.
Clients scheduled to you on the app are subject to change.. Every staff member should be prepared to go where needed.

Puntuality

Employees are expected to arrive prepared and ready to work at the assigned time and location. Problems with punctuality may be grounds for dismissal.

Personal use of company property

Employees are prohibited from borrowing company tools, equipment or other property for their own personal use.

Pay periods

Detail Cleaning Services issues payroll on a weekly basis. The pay period starts Monday of every week. Direct Deposit for all work completed during the pay period will be issued 15 days after each pay period end. Direct Deposit will go in your bank account on Fridays.

Performance reviews

Each employee is given 2 or more reviews per year, typically in the form of One-To-One’s. Some of the areas that will be reviewed are:

Quality of work
Efficient use of time
Core Values in sync with the company
Teamwork
Problem Solving
Ability to complete job duties well in current position
Attendance and Punctuality
Example to other employees in the company

Each employee’s schedule is built around their quality. If you’re doing quality work and don’t have legitimate customer complaints, we will work on keeping you on the commission tier that you want to be on. If we are receiving complaints about your or your work and/or your quality score drops, we will lower your hours and give you fewer homes until your score improves.

Probation

An employee may be placed on “probation” in one of the following situations:

A field employee receives 2 or more major legitimate complaints in a one month period of time.
A field employee fails 2 or more quality assurance checks.
A field employee has an unexcused absence without notifying the office prior to his/her shift.
Violation of the dress code
A field employee is tardy 2 or more times in a one month period to the following: Arrives after 8am in the morning, arrives after a client’s latest arrival time (without notifying the office in advance), or is late to a company meeting.
Violation of a safety and/or security policy.
Excessive negligence of the handling of company equipment, supplies, client keys, communication devices or other issued items.
Serious or repeated violation of any company policy or practice.

Probation requirements will be determined at the time of the assignment, but may include additional supervision, re-training, a change in assigned work locations, more administrative requirements, and other training, measures and controls needed to return the employee’s work performance back to meeting standards. If an employee on probation is not able to rectify the violation, and complete his work to meet company standards then he/she may be dismissed.

Corrective action/discipline policy

Detail Cleaning Services always attempts to deal constructively with employee workplace conduct and to correct problems when possible. Each situation will be considered in light of a variety of facts including: the seriousness of the situation, the employee’s past conduct, length of service, the nature of the employee’s previous performance, and/or incidents involving the employee. Corrective action steps may include, among other things, oral or written warnings, probation, suspension without pay, or immediate discharge.

Sample issues that will result in immediate termination of employment:

Stealing from clients. This includes small items, like food, candy, or items thrown away in the trash.
Stealing from fellow employees. This includes stealing from other employee’s share of the tips.
Stealing from the company: This includes supplies, equipment, money, or any property of the company.
Insubordination or not following your manager’s or team leader’s instructions. Talking back, arguing, or being unresponsive are all considered insubordination.
Misrepresentations of reason for time off, unauthorized time off, and tardiness.
Profanity: Using profanity toward a fellow worker or anyone while in Detail Cleaning Services uniform or in a company car. This includes calling names or threats.
Physical threats or intimidation.
Sexual harassment of coworkers or clients.
No call, no show: This is considered voluntarily quitting with our company.
Poor attitude: This is something that usually cannot be corrected through written warnings. A bad attitude creates a harsh working environment for everybody else. Complaining constantly and poor work performance are typical symptoms of a poor attitude.
Being under the influence of drugs or alcohol.
Working for another house cleaning company or cleaning houses on the side. Employment with any company in direct competition with Detail Cleaning Services
Intentionally hiding and/or not reporting damages to client’s property.

Employee notice of termination

Two weeks notice is the expected amount of notice for an employee to give prior to leaving the company. Failure to give notice will result in being ineligible for rehire. An employee failing to give a two week notice prior to resigning also may result in receiving minimum wage for hours worked in an employee’s final paycheck. The final paycheck will include all unpaid holiday and vacation pay minus any outstanding advances, company supplies not returned, or other company property.

Meetings

All staff may be required to attend periodic employee staff and/or status meetings. Meeting schedules will be posted in advance, and meeting time will be paid at your normal pay rate.

Job premises

Only legitimate Detail Cleaning Services employees (or authorized independent contractors) are allowed to be at client sites without express permission. Neither minors, nor adults may enter a client location without management permission. Violation of this policy is grounds for immediate termination of employment.

Independent contractors

Independent Contractors are not employees of Detail Cleaning Services and are not subject to the policies in this employee handbook.

Firearms

Fire Arms use and/ or possession are strictly prohibited on the job. Violation of this policy is grounds for immediate termination of employment.

Exit interviews

In instances where employees voluntarily give notice and leave our employment, management may ask for the opportunity to meet and discuss the employee’s satisfaction with the job, reasons for leaving, and any suggestions that he/she may have for improvement. Items discussed during exit interviews are kept strictly confidential. Exit interviews may be conducted my company staff, or a third party.

Expense reimbursement

All reimbursable expenses made by employees of Detail Cleaning Services must be pre-approved by management, and be turned in with a receipt for reimbursement.

Employee information & personnel file

It is the employee’s responsibility to keep the office informed of his/her current contact information. Employees must inform management of current, and change to, address, phone number, social security number, marital status (for taxes), car insurance, and personal deductions (for taxes). This information is confidential and not to be disclosed to anyone other than company management and administrative staff without express permission of the employee, with the exception of the event that the company is required by the IRS, government reporting agencies, company insurance carriers and agents, or legal authorities, the required information will be released.

Personnel files may contain employee records, employment contracts, performance evaluations, etc., and every employee is allowed to access to his/her file for review with a reasonable amount of notice.

Email, cellphone, & company phone lines

Company communication tools should be used as follows:

Company email accounts should be used for work purposes only. Company email addresses may not be listed on personal websites, or any other location not related to work purposes.
Company computers are to be used for work purposes only.
Personal cell phones should be used on company breaks only.
Field employees are required to carry a cell phone to use for work purposes during the day, but must not use it for personal reasons other than emergencies. If additional costs are incurred using personal cell phones for business use, costs will be reimbursed after showing proof with a billing statement.
Never text or talk on the phone while driving. Wait until you are stopped, then make the call quickly or have another on your team drive when needed.
No personal phone calls, with the exception of emergencies, should be made or received using company phone lines. The phone lines need to be kept free for business calls.

Dress code

Management, Sales and Administrative employees must wear:

Professional business attire
Maintain a clean, groomed appearance
No heavily scented perfumes or other strong/unpleasant odors (these can cause allergic reactions, migraines, and respiratory difficulty for some employees)

Field Employees must wear:

Shirts issued by Organize It
Safe, solid color closed-toe, non-slip shoes that match the Organize It uniform
Jeans with no rips and solid color or black professional pants or workout pants that are NOT see through
- Clothing must be clean and in good condition and neat
Limited jewelry and no dangling large hoops
Body piercing’s limited to earrings and noise
No other body piercing is acceptable.

Tattoos that are perceived as offensive or that diminish the effectiveness of the employee’s professionalism must be covered.

Maintain a clean, groomed appearance
No heavily scented perfumes or other strong/unpleasant odors (these can cause allergic reactions, migraines, and respiratory difficulty for some client and employees)

Company equipment

Company equipment, supplies, and information is to be used for Detail Cleaning Services business only. All client cleaning information, contact information, security information and all other client information is private and confidential and may not be used for any other purpose than to provide scheduled house cleaning service, and may not be given away, sold or transferred in any way to another party outside of Detail Cleaning Services.

Employees are responsible for following company procedures to secure, keep clean and maintained, and take care of company equipment, company supplies (may include maintaining cleaning cloths) company passwords, tools, office machines, alarm codes and other company property. Employee negligence resulting in monetary loss or breakage of equipment, client information, may be cause for employee repayment of losses; and in the case of illegal use, criminal prosecution.

You are responsible for all cleaning supplies. If something breaks due to misuse or negligence you will be responsible for replacing that item.

Requests to return any company issued equipment should be adhered to immediately.

Deductions from paychecks

Detail Cleaning Services is required by law to make certain deductions from employees’ paychecks each time they are prepared. Among these are federal, state, and local income taxes. These deductions are itemized on the employee paychecks. W-2’s will be sent by January 31 each year, and will indicate the precise amounts of earnings and deductions.

Confidentiality agreement

All company and customer information is confidential, and is not to be divulged to anyone without express permission of Detail Cleaning Services. Releasing company confidential information to unauthorized individuals can result in immediate dismissal, and in the case of illegal use, criminal prosecution.

Children on the job

Employees should never assume supervision of any children of our clients while on the job. If the clients leave children requiring supervision in your work area, or leave the client location completely then you need to notify the office immediately.
Children are not permitted at the client sites or in the company offices.

Confidentiality agreement

All company and customer information is confidential, and is not to be divulged to anyone without express permission of Detail Cleaning Services. Releasing company confidential information to unauthorized individuals can result in immediate dismissal, and in the case of illegal use, criminal prosecution.

Be proactive

Being prepared when you are on the job entails knowing about our policies and procedures, and what is to be done at the client’s home. If you arrive prepared you present yourself as a professional, and customers appreciate that. Make sure you review the details in the job on your SA app BEFORE entering the home.

A helping attitude

A positive attitude and a smile will take you a long way. You may even find that you can even disagree with people with a positive attitude and a smile, and they can still come out of the conversation feeling like it was a “win, win”. So, smile and be happy. All forms of work can be tough at times (that’s why they call it “work”), but the sign of a professional is someone who can always manage to keep a positive smiling attitude.

Communication is everything

Most conflicts with cleaning clients are caused by communication gaps. What the client wants is not clearly communicated to the company, or the staff. Or, what we can provide is not clearly communicated to the client. Just remember that when it comes to cleaning there is no such thing as “common sense”, because everyone has a different opinion of what they want. Make sure if something needs to be updated in the customers account you notify the office staff right away so they can make a note in their account for any future cleanings.

So, the key here is to:

If the client is asking questions, adding services, or making changes, let them know you will have the office contact them. At that time, you will contact the office immediately. The office will make the changes, or let the client know whether we offer what they are looking for as a service.
Communicate positively with the client what you can and cannot do.
If a client ever leaves a note, be sure to contact the office to make double sure it is 100% understood correctly. The office will also advise clients not to leave notes, but contact the office instead.
Always make sure to leave a “Thank You” card on the kitchen counter on every home.
Contact the office if you have questions of any kind.
If the client is home, make sure you say “goodbye” when leaving, unless it is obvious they do not want to be disturbed.

Workplace harassment policy

Detail Cleaning Services is committed to providing a working environment that is free of sexual and other unlawful harassment. Actions, words, jokes, or comments based on an individual’s sex, race, disability, or other legally protected characteristic will not be tolerated. Detail Cleaning Services expects the full cooperation of everyone in making this policy effective. Anyone who violates this policy will be subject to appropriate disciplinary action, up to and including discharge

Sexual harassment is one form of harassment specifically prohibited by this policy. Sexual harassment is defined as unwanted sexual advances, requests for sexual favors, and other verbal or physical conduct of a sexual nature if:

Submission to such conduct is made a requirement of an individual’s employment, or submission to or rejection of such conduct by an individual is used as the basis for employment decisions affecting that individual, for example wage increases, promotions, or evaluations, or such conduct has the purpose or effect of unreasonably interfering with an individual’s work performance or creating an intimidating, hostile, or offensive working environment.

Sexually harassing conduct may include, among other things:

Requests or demands for sexual activity
Use of sexual comments or jokes
Demeaning characterizations based on gender
Sexual remarks about a person’s body, clothing, or sexual activities
Patting, Pinching, or touching
Displays of sexually suggestive pictures, text, or objects

Any employee who believes that s/he is the victim of sexual or other unlawful harassment has the right to inform the person (including a client) who is engaging in the harassing conduct that the conduct is offensive and must stop.

If the employee is not comfortable communicating directly with the offender about the problem, or if the employee’s request that the conduct stop is unsuccessful, the employee should notify his/her supervisor.
If it is not possible to discuss the issue with the supervisor, the employee should discuss the issue with another individual in management or the owner of the company.
If the offending party is a customer, the employee should notify the owner immediately

Detail Cleaning Services will promptly and thoroughly investigate all allegations of unlawful harassment.

Confidentiality will be maintained to the maximum extent possible, consistent with the need to investigate thoroughly.

If the investigation reveals that unlawful harassment has occurred, Detail Cleaning Services will take prompt and appropriate corrective action. Such corrective action could range from a verbal warning to immediate termination, or in the case of harassment by a customer, services may be terminated.

No form of retaliation will be taken by anyone against any employee who has in good faith made a complaint of unlawful harassment. Anyone engaging in retaliation against any employee who in good faith made a complaint of unlawful harassment will be subject to discipline up to and including discharge.

All applicable staff and board members must be made aware of any allegations immediately so that the proper actions can be taken and appropriate authorities contacted if necessary.

Non-discrimination policy

It is the policy of Detail Cleaning Services. to comply with all applicable discrimination laws – defined here as including, but not limited to, all provisions of all current federal and state employment statutes, local ordinances, as well as their respective implementing regulations and related case law, the Acts for Civil Rights, Equal Employment Opportunity (EEO), Americans With Disabilities Act (ADA), Age Discrimination in Employment, Equal Pay and Fair Labor Standards.

Detail Cleaning Services is committed to equal employment opportunity in all employment facets for all employees and applicants for employment without regard to their membership in Protected Classes.

There shall be no discrimination, harassment and/or retaliation against any individual or group of individuals on the basis of belonging to, or being perceived as belonging to, a Protected Class in Company policies, programs, services, activities, practices, terms, privileges, benefits or conditions.

In employment and providing services to the disabled, Detail Cleaning Services will make reasonable accommodations as required for all employees, applicants or citizens with a disability, provided that the individual is otherwise qualified to safely perform the essential functions connected with the job and provided further that any accommodations made would not require undue hardship on the Company.

Detail Cleaning Services is committed to providing opportunities to address all issues relating to workplace discrimination, harassment or retaliation. The Company recognizes that workplace issues must surface comfortably and early in order to minimize the direct and indirect costs of discrimination, harassment or retaliation.

All individuals performing work and/or services for Detail Cleaning Services are responsible for maintaining workplace environments free of discrimination, harassment and retaliation.

Disciplinary action shall be taken against any individual determined to be in violation of this policy, up to and including termination.

All applicable staff and board members must be made aware of any allegations immediately so that the proper actions can be taken and appropriate authorities contacted if necessary.

Open door policy

Detail Cleaning Services supports an “open-door policy.” When people work closely together it is only natural that problems, questions, or conflicts may arise. It is in the interest of management, the company, and all employees that these issues be resolved as quickly and fairly as possible.

This policy eases the process of addressing questions or concerns employees might have about their employment.

If employees have a work-related or personal problem that they think the organization can help them resolve, they are encouraged to discuss it with their supervisor. If this does not resolve the issue, the employee should take the issue to the Office Managers or Owner.

This open-door policy assures that employee concerns will be heard and considered. Problems arise in all workplaces and this process is designed to identify and correct those problems and issues in a fair, equitable, and timely manner.

Customer service

Excellent customer service is something that we take great pride in here. We want all of our people to be equipped to provide the best service possible for our clients. Here are some techniques that can be used provide excellent customer service for our clients.

Employee at-will

We are an “at-will” employer and operate under the provision that employees have the right to resign their position at any time, with or without notice and with or without cause. We, the employer, have similar rights to terminate the employment relationship at any time, with or without cause.

Bringing strangers to client’s homes

Under no circumstances should you ever have someone meet you at one of your client’s homes. We understand that sometimes it may seem important to have a spouse or family member bring you something you may have forgotten – and the simplest way is to drop it off at your client’s house while you are working – but this is in violation of the confidentiality we guarantee with all clients.

If you are found introducing strangers to a client’s home, either inside or outside their home (even if they are not strangers to you – remember, the client does not know these people, and occasionally some of those closest to you may not understand the level of respect or privacy that is required), it could result in immediate termination, regardless of personal circumstances.

We must remember that each and every client has given us their express confidence and confidentiality. We are obligated to do our best to uphold it.

Thermostat policy

We know at times, it can get very hot while cleaning. We will do our best to send out thermostat/temperature requests to all of our clients when it is a concern. You are allowed to lower the thermostat for the air conditioner in a client’s home, but you must return it back to its original setting.

If at any time you forget to return the thermostat back to the original setting, immediately contact the office.

Because some of our clients are seasonal, imagine having the thermostat turned down to 70º for a month – the electric bill would be enormous!

If you forget – since accidents happen – you must contact the office immediately, regardless if it is the afternoon or on a weekend – you must still call the office to address this.

If you have questions about the thermostat or do not know how to adjust it, please call the office because we will be able to reach out to the client since some thermostats are locked by default

How & when should I take a break?

Breaks should be taken between houses, not during the cleaning unless the house is over 5 hours. Some cleaners may not take breaks or may be used to working straight through which is fine, but please remember that your health is very important, even if you just need to take a brain break. If you do take a break between houses:

find a nice parking lot
park under a tree
bring easy foods to take for a break:
- granola bars
- non-microwaveable foods

PLEASE REMEMBER:

when possible, please do not use the client’s bathroom unless you kindly ask permission beforehand

SMOKING:

In the interest of promoting a healthy work environment for our clients and employees smoking is not permitted on the job site (or any portion of the client property) while wearing your uniform, or in company office spaces except in designated areas. Smoke breaks must be taken during regular break times.