Handling Absences, Call-Outs & Schedule Changes
Purpose
To ensure all attendance-related communications are handled consistently, professionally, and fairly while maintaining reliable service for our clients.
This policy applies to:
• Time-off requests
• Same-day call-outs
• Schedule change requests
• Requests to be removed from assigned work
• Attendance concerns
• No-Shows
Attendance Categories
Planned Absence
A Planned Absence is any request submitted with at least 7 days’ notice.
Planned Absences must be submitted through Maid Central.
Unplanned Absence
An Unplanned Absence is any request submitted with less than 7 days’ notice.
Change in availability (removing houses, etc) if not with 7 day notice, falls in this category. (We base their workload on their availability set in MC)
The reason for the absence does not change how it is classified.
Requests to be removed from assigned work with less than 7 days’ notice, including requests to remove the last job of the day, are also considered Unplanned Absences.
All Unplanned Absences must be submitted through Maid Central.
Employees are allowed up to 4 Unplanned Absences within a rolling 6-month period.
No-Show
A No-Show occurs when an employee:
• Fails to report to an assigned job
• Leaves an assigned job without authorization
• Refuses assigned work without approval
• Fails to communicate with the office regarding an absence
• Stops responding to office communication regarding scheduled work
No-Shows are considered serious attendance violations and may result in immediate disciplinary action up to and including termination.
Maid Central Requirement
ALL absences, schedule changes, late arrivals, early departures, and requests to be removed from assigned work must be submitted through Maid Central.
Phone calls, text messages, Slack messages, WhatsApp messages, and verbal conversations DO NOT replace the requirement to submit a Maid Central request.
If a Maid Central request has not been submitted, office staff must request one immediately.
Failure to submit a Maid Central request may result in corrective action.
Attendance Threshold
Employees are allowed up to 4 Unplanned Absences within a rolling 6-month period.
Attendance records are reviewed regularly.
Excessive Unplanned Absences may result in:
• Attendance coaching
• Written warning
• Performance Improvement Plan (PIP)
• Placement on an On-Call / As-Needed Schedule
• Reduction in scheduled hours
• Final Written Warning
• Termination of Employment
Corrective action will be determined based on attendance history, reliability, frequency of occurrences, and business needs.
Communication Guidelines
Office staff should:
- Show empathy.
- Do not evaluate or debate the reason for the absence.
- Classify the request as Planned or Unplanned based solely on notice provided.
- Require a Maid Central request.
- Document all communication.
- Escalate attendance concerns to management.
Office Procedure
Planned Absence (7+ Days Notice)
- Thank employee for providing advance notice.
- Confirm the request is being recorded as a Planned Absence.
- Verify Maid Central submission.
- Document communication.
Unplanned Absence (<7 Days Notice)
- Acknowledge the employee’s message with empathy.
- Confirm the request is being recorded as an Unplanned Absence.
- Remind the employee of the attendance policy if appropriate.
- Require Maid Central submission immediately.
- Document communication.
Attendance Concern / Repeat Offender
If an employee is approaching or exceeding attendance thresholds:
- Review attendance history.
- Notify management.
- Send Attendance Concern template.
- Document communication.
- Determine appropriate corrective action.
Management approval is required before referencing:
• PIP
• On-Call Schedule
• Reduced Hours
• Final Warning
• Termination
TEMPLATE – PLANNED ABSENCE (ENGLISH)
Hi [Employee Name],
Thank you for letting us know and for providing advance notice.
Because this request was submitted with at least 7 days’ notice, it will be recorded as a Planned Absence in accordance with our attendance policy.
If you have not already done so, please submit your request through Maid Central as soon as possible. Maid Central requests are required for all absences and schedule changes.
Thank you for helping us plan coverage for our clients. Please let us know if anything changes.
BA House Cleaning Office Team
TEMPLATE – PLANNED ABSENCE (SPANISH)
Hola [Nombre],
Gracias por avisarnos y por proporcionar aviso con anticipación.
Debido a que esta solicitud fue enviada con al menos 7 días de anticipación, será registrada como una Ausencia Planificada de acuerdo con nuestra política de asistencia.
Si aún no lo has hecho, por favor envía tu solicitud a través de Maid Central lo antes posible. Las solicitudes en Maid Central son obligatorias para todas las ausencias y cambios de horario.
Gracias por ayudarnos a planificar la cobertura para nuestros clientes. Por favor avísanos si algo cambia.
Equipo de Oficina
BA House Cleaning
TEMPLATE – UNPLANNED ABSENCE (ENGLISH)
Hi [Employee Name],
Thank you for letting us know. We are sorry to hear that you are dealing with this situation and appreciate you keeping the office informed.
Because this request was submitted with less than 7 days’ notice, it will be recorded as an Unplanned Absence in accordance with our attendance policy.
As a reminder:
• Planned Absence = 7+ days’ notice
• Unplanned Absence = Less than 7 days’ notice
Employees are allowed up to 4 Unplanned Absences within a rolling 6-month period.
If you have not already done so, please submit your request through Maid Central immediately. Maid Central requests are mandatory for all absences and schedule changes.
Please keep us updated regarding your availability.
BA House Cleaning Office Team
TEMPLATE – UNPLANNED ABSENCE (SPANISH)
Hola [Nombre],
Gracias por avisarnos. Lamentamos que estés pasando por esta situación y agradecemos que mantengas informada a la oficina.
Debido a que esta solicitud fue enviada con menos de 7 días de anticipación, será registrada como una Ausencia No Planificada de acuerdo con nuestra política de asistencia.
Como recordatorio:
• Ausencia Planificada = 7 días o más de anticipación
• Ausencia No Planificada = Menos de 7 días de anticipación
Los empleados tienen permitido hasta 4 ausencias no planificadas dentro de un período continuo de 6 meses.
Si aún no lo has hecho, por favor envía tu solicitud en Maid Central inmediatamente. Las solicitudes en Maid Central son obligatorias para todas las ausencias y cambios de horario.
Por favor mantennos informados sobre tu disponibilidad.
Equipo de Oficina
BA House Cleaning
TEMPLATE – ATTENDANCE CONCERN / REPEAT OFFENDER (ENGLISH)
Hi [Employee Name],
Thank you for notifying us. We appreciate the communication.
This request will be recorded as an Unplanned Absence under our attendance policy.
Our records indicate a pattern of attendance concerns and/or multiple unplanned absences within a rolling 6-month period.
Reliable attendance is an essential function of your position. Continued attendance concerns may result in corrective action, including a Performance Improvement Plan (PIP), placement on an On-Call/As-Needed Schedule, reduction of scheduled hours, or termination of employment.
If you have not already done so, please submit your Maid Central request immediately.
If you have questions regarding your attendance record, please contact management.
BA House Cleaning Office Team