Natural Choice Cleaning Client Policies
Cancellation Policy
I require two business days notice of a cancellation. Clients canceling late are billed for the full time booked. This also includes doors being locked. If we arrive at your home or business at our scheduled time and the door is locked and we are unable to get in you are still required to pay for your spot in full. I created the Cancellation policy to ensure that employment standards are met when I do have staff working for me. Also, I have a budget that I need to stick to to the best of my ability when running my business. If I know ahead of time that there is a cancellation I can book another cleaning in your spot for that time period. You will not be charged for the cancellation if you provide me with 2 business days notice and I am able to still stick to my budget. I thank you for your understanding in this matter.
Payment Policy
Payments can be made in cash, cheque or internet transfer. All weekly, bi-weekly and per visit rate payments are due in full upon arrival of each appointment. All other services (hourly rates) are due in full upon the completion of the job. Natural Choice Cleaning reserves the right to discontinue services for lack of payment.
Late Payment Fee: $25
Bounced Cheque Fee: $25
When booking a Move In or Move Out cleaning you are required to pay a $100 non-refundable deposit to hold the spot
Cheques must be made out to Jennifer Vesterback.
No post dated cheques
Policy for Your Peace of Mind
All of my employees are fully insured and bonded. To protect your privacy and well being, all of my employees have also signed a legally enforceable Confidentiality and Non-competition Agreement.
All of my employees are required to read a printout of cleaning instructions specific to your house before they start their routine. In a typical printout, they find instructions pertaining to cleaning special surfaces, your preferences, and other useful information that can help them to clean your house to your liking. If you have any information that you would like included in your file, please let me know.
Safety Policy
Safety and health of my employees is very important to me. All of my employees are instructed not to touch/clean any areas or items they deem unsafe.
If you would like the area behind/under large appliances I ask that you pull out the appliances prior to me/us arriving so that the service can be completed.
Unsatisfied?
Please give me a call by 11am the following day and I will gladly return to your home and completely re-clean the area of concern.
Natural Choice Cleaning Employee Handbook
Mission
Natural Choice Cleaning’s mission is to enrich the lives of our clients. We do this through providing a superior quality cleaning service, legendary customer service, and treating our employees like family. I believe that employees are one of our most important resources and the success of this business depends upon creating and retaining a staff capable of delivering an exceptional service every time.
Way of Doing Business
Natural Choice Cleaning’s success depends on our people. Natural Choice Cleaning can only prosper and provide opportunities for employment and growth when we continually improve ourselves, and the work we do. Natural Choice Cleaning believes that a commitment to uncompromising values and integrity should always guide our decisions and actions as we pursue our goals. Following are the core values that form the foundation of our measurement of success:
We believe in providing legendary service.
The goal is to provide the kind of unique and genuine sort of care and attention to each home or office that our customers tell stories about.
We believe that good isn’t good enough.
We never stop trying to do it better, no matter how good we are. We constantly strive to "raise the bar.”
We believe in honesty and trust.
We work to build trust with others in each and every transaction and interaction. We recognize that honesty and trust form the bond that holds organizations and relationships together.
We believe our continued success depends on teamwork.
We know that great achievements are only possible from helping and respecting each other.
We believe in doing business in a professional and orderly manner.
We dress appropriately and use appropriate language while interaction and promoting Natural Choice Cleaning.
Employment Policies:
Non-Discrimination
Natural Choice Cleaning is an equal opportunity employer. We will not tolerate discrimination based on race, sex, age, national origin, religion, sexual orientation, or disability. Employment decisions, such as hiring, promotion, compensation, training and discipline will be made only for legitimate business reasons based upon qualifications and other nondiscriminatory factors.
Orientation Period (training period)
You have been through the employee selection process, have been selected for employment and appear to have the potential to develop into a successful employee. You have the opportunity to begin the training period, get to know everyone, and I get to see how you fit in with your co-workers and determine if you are willing and able to carry out the responsibilities for the position in which you were hired. It’s also important for you to get to know me and become familiar with how I operate to find out if this job is a good fit, therefore, I have a 2 week Orientation Period for that purpose referred to above. The 2 week period allows both you and the Company to see whether or not it’s a good fit and if not, part company as friends. During the Orientation Period you will begin your training and be observed by management. Also, during this time if you feel you do not understand what’s expected of you or that you need additional training, I encourage you to ask questions and seek additional help from our management staff.
Probationary Period
A new employee is on probation for the first three months of employment. If there is any indication that you will not be a good fit for the business you will be let go. No reason or notice is legally required while in the probationary period.
Schedules
Schedules are prepared to meet the work demands of Natural Choice Cleaning. As the work demands change, management reserves the right to adjust working hours and shifts. Each employee is responsible for working their shifts. It is suggest that you arrive 10 to 15 minutes before your shift begins so that you have time to get settled and ready for your shift. You should clock in when your shift begins and be ready to start work immediately. Schedule changes may be allowed only if you find a replacement and get a manager’s approval. Schedule request need to be submitted 2 weeks in advance. We do ask you to remember just how crucial each position is to the proper functioning of the cleaning team. Please remember that even though I will try to comply with your requests, there is no assurance that you will get the requested time off.
Overtime
In accordance with Federal Minimum Wage Law, employees are paid overtime when they work more than 40 hours in one week. Hourly employees are paid at one and one-half times their basic straight time rate for all overtime hours worked.
Standards of Conduct
Consistent with the Mission and values, it is important for all employees to be fully aware of the rules, which govern our conduct and behavior. In order to work together as a team and maintain an orderly, productive and positive working environment, everyone must conform to standards of reasonable conduct and policies of Natural Choice Cleaning. AN EMPLOYEE INVOLVED IN ANY OF THE FOLLOWING CONDUCT MAY RESULT IN DISCIPLINARY ACTION UP TO AND INCLUDING IMMEDIATE TERMINATION WITHOUT A WRITTEN WARNING.
1. Invalid Work Authorization
2. Supplying false or misleading information to Natural Choice Cleaning, including information at the time of application for employment.
3. Not showing up for a shift without notifying the manager on duty. (No call, no show, no job)
4. Leaving your job before the scheduled time without the permission of the manager on duty.
5. Use of foul or abusive language.
6. Disorderly or indecent conduct.
7. Theft of customer, employee or Natural Choice Cleaning property
8. Theft, dishonesty or mishandling of Natural Choice Cleaning funds.
9. Refusal to follow instructions.
10. Engaging in harassment of any kind toward another employee or customer.
11. Failure to consistently perform job responsibilities in a satisfactory manner within the 3 month orientation/probationary period.
14. Use, distribution or possession of illegal drugs on any property associated with Natural Choice Cleaning or being under the influence of these substances when reporting to work or during work hours.
15. No smoking tobacco products on or inside a clients home, office or any other property.
16. Actions or threats of violence or abusive language directed toward a customer or another staff member.
17. Excessive tardiness. (Not keeping up with time line set for each job)
18. Habitual failure to punch in or out.
19. Disclosing confidential information including policies, procedures, manuals or any propriety information to anyone outside Natural Choice Cleaning.
20. Rude or improper behavior with customers including the discussion of tips.
21. Failure to comply with Natural Choice Cleaning’s personal cleanliness and grooming standards.
22. Failure to comply with Natural Choice Cleaning’s uniform and dress requirements.
23.Failure to report safety hazards, equipment defects, accidents or injuries immediately to management.
24.Habitual Lateness
25.Complaints from clients about work that was preformed.
26.The over use of cell phones during work hours.
Harassment
It is this Natural Choice Cleaning’s policy to treat all personnel with dignity and respect and make personnel decisions without regard to race, sex, age, color, national origin, religion or disability. We strive to provide everyone a workplace that is free of harassment of any kind. Employees are encouraged to promptly report incidences of harassment.
Sexual Harassment
All of our employees have a right to be free from sexual harassment. Natural Choice Cleaning does not condone actions, words, jokes or comments that a reasonable person would regard as sexually harassing or coercive.
Definition of Sexual Harassment
Sexual harassment encompasses any sexual attention, from either gender, that is unwanted and is defined as unwelcome advances, requests for sexual favors, or other verbal or physical conduct of a sexual nature when: Submission is made an express or implied term or condition of employment or status in a class, program or activity. Submission to or rejection of the behavior is used to make an employment or educational decision (such as hiring, promotion or grading a course). The conduct has the purpose or effect of unreasonably interfering with a person’s work or educational performance or creates an intimidating, hostile or offensive environment for work or learning, including harassment in the workplace from an outside party, such as a vendor.
Sexual harassment may take many forms, for example:
Physical assault.
Direct or implied threats that submission to sexual advances will be a condition of employment, work schedule, promotion, job assignments, evaluation, wages or any other condition of employment.
Direct propositions of a sexual nature.
Comments of a sexual nature. Unnecessary touching, patting, hugging or brushing against a person’s body. Remarks of a sexual nature about a person’s clothing, body, sexual activity or previous sexual experience. Employees need to be concerned not only with the intent of their actions of this kind but also the effects; while sexual harassment involves repeated, unwanted sexual attention, persons involved in isolated or inadvertent incidents demonstrate insensitivity toward others. Repeated occurrences will be considered intentional violations of the policy. Anyone who feels it necessary to discuss what may appear to be sexual harassment should report the harassment promptly to at least two people who are in a supervisory or management capacity. Your report will be kept as confidential as possible. A prompt and thorough investigation will be made. If a claim is substantiated, the Company will take immediate and appropriate action, including discipline and possible termination.
Absences
All employees are expected to work on a regular, consistent basis and complete their regularly scheduled hours per week. Excessive absenteeism may result in disciplinary action, up to and including termination. Disciplinary action taken because of absenteeism will be considered on an individual basis, following a review of the employee’s absentee and overall work record.
*If you are going to be late or miss work, employees are expected to call and talk to a manager at least 2 hours before you are scheduled to work.
*Any employee who does not call or report to work for two consecutive shifts will be considered to have voluntarily resigned employment at Natural Choice Cleaning.
*Prior to taking a leave of absence for purposes of vacation, personal leave, military or jury duty, or other planned absence, an Employee Leave Request must be made. An Employee Leave Request shall be submitted via email to (jennifer@naturalchoicecleaning.com) or in writing to a manager and consist of a name, dates requested off, and the reason for the request.
*Employee Leave Requests should be submitted at least two weeks prior to the scheduled leave date, unless the request is due to an unexpected emergency. The nature of the emergency should then be shared with an owner/manager.
*To return to work from an accident or medical leave, all employees must present a doctor’s release.
*Any employee who fails to return to work at the expiration of a personal leave of absence will be deemed to have abandoned their job, unless Natural Choice Cleaning is notified of a reason, satisfactory to management, for not returning to work at the end of the leave of absence.
Tardiness
Employees must be prepared to start work promptly at the beginning of the shift. Do your best arrive at the meeting place (if you are being picked up) 10 to 15 minutes before your shift. If you are responsible for driving yourself to and from each cleaning job assure that you are there on time each time. Your scheduled time is the time your client will expect you to be on the job. Repeated tardiness is grounds for termination. If it is not possible for you to begin work at your scheduled time, call the your manager/business owner to let them you know you are going to be late.
Resignations
You are requested to give a two-week notice of your plans to leave Natural Choice Cleaning. A notice is important so that I have time to hire someone to take your place. Giving a two- week notice is a professional courtesy and assures that you are eligible for re-hire and will not have a “left without resignation notice” on your employment record.
Payroll Checks
Paychecks are available every other Friday of every month. You will receive a pay check and a pay stub outlining the government deductions and vacation pay.
Family and Medical Leave
An employee, who has been employed for at least 12 months and for at least 1,250 hours of service during the previous 12 months, may be granted unpaid leave for one or more of the following reasons:
*Birth of son/daughter and in order to care for such son/daughter.
*Placement of son/daughter with the employee for adoption or foster care.
*To care for a spouse, son, daughter or parent who has a serious health condition.
*A serious health condition that renders the employee incapable of performing the functions of his/her position.
A total of 12 workweeks of leave during any 12-month period may be granted under this policy. Such leave must be taken on a sustained or uninterrupted basis, except that intermittent leave may be taken for serious health care of the employee, child, spouse or parent. You must provide as much prior notice as reasonably possible.
Appointments
It is understandable that appointments come up. Please provide as much notice as you can if you need to be away from work for more than one hour so that arrangements can be made to have someone cover your shift for the period of time you are at an appointment or need the day off or an appointment.
Holidays
It is currently the policy is to close the business on the following holidays:
*New Years Day: January 1st
*Family Day: Third Monday in February
*Good Friday: Friday before easter
*Victoria Day: Monday before May 24
*Canada Day: July 1
*Civic Holiday: Aug 1
*Labour Day: first Monday in Sept
*Thanksgiving: Second Monday in Oct
*Christmas Day: Dec 24
Worker’s Compensation
Worker’s compensation provides benefits for employees who suffer personal injury from accidents or illnesses arising out of, and in the course of, their employment with the Natural Choice Cleaning. An employee who is injured on the job, regardless of the severity of the injury or illness, should:
*Report the occurrence to the manager on duty.
The manager on duty will need to obtain information as to exactly what happened, how the injury or illness occurred, the exact time and location, as well as any witnesses to the occurrence. If an employee experiences a disabling work injury, the nature of which necessitates an absence from work, a manager, will provide the employee with information concerning his or her lawful benefits.
Dress Code
*Clean pants with no holes or stains
*Clean shirt with no holes or stains
*Clean pair of indoor running shoes that have never been worn outdoors
Cell Phones
The majority of people have cell phones for every day use. I understand that cell phones are carried for emergency purposes. You are allowed to carry a cell phone on you but cell phones are not to be used during work hours unless in case of an emergency. Texting and random phone calls are not tolerated. If cell phone use becomes a problem you will be “written up” and could be terminated from the position.