REPORTING PROTOCOL TO

SUPERVISORS & MANAGERS

Operations Department
LSG Document
 Reporting Protocol
Purpose.

The purpose of this protocol is to establish the steps to follow when reporting the clock
in, breaks, lunches, and clock out times once the staffers have been assigned to an
account, who their point of contact will be and the tools that will be used.

Scope.

The reporting protocol starts when the employee has been assigned to an account and
will be required to start the notification of their daily in and out times, as well as time off
during their shift, and it ends with the confirmation from their supervisors or managers
ensuring the adherence to the process and procedures. Please note that this protocol
needs to be followed and it is effective as soon as you are assigned to an account,
working from home or from the office.

Roles and responsibilities.

• LSG Employee: Team or employee assigned to a specific account directly involved

in the reporting event.

• LSG Operation (OPS): Point of contact between the account and the LSG
Employee. Operations manager and/or Head of Division if further reporting is
needed.
 Reporting Process & Tools

1. Reporting Tools
Reporting will be measured as a performance factor and you will need to use:

I. Microsoft Teams / Mandatory

II. Microsoft Shift / Mandatory
III. Instant Messaging / Contact purposes

2. Escalation Process
Every situation presented must be escalated right away to:

I. Account Manager / Account Supervisor

II. LSG Manager or Assistant. If you have no appointed supervisor or
Manager within your account, you must report to the LSG Manager right
away.

3. Weekly meetings

I. Managers and supervisors will schedule weekly meetings on Microsoft

Teams to go over productivity and daily operations. The Quality department
and Operations manager will be present.
 How do I Report Daily?
1. Who do I report?

You will be added to a team in Microsoft Teams Application in which you can report the
following things to the operations team, you will be reporting your check-in/out -
breaks/lunch, internet/lights out, personal issues/sicks leaves, t, and permissions (non-
medical). For this, you must adhere to the following:

I. Every staffer is required to report 10 minutes before the shift starts to

their supervisor and/or manager.
II. Every Staffer is required to report their Breaks and Lunch.
III. Every Staffer is required to report their end of shift

1.1. Report checks in/out - breaks/lunch:

As part of our Reporting Protocol, we have implemented Microsoft Shift tool which will
allow you to have an easy Clock In, Clock out and Break Reports. You will need to access
Microsoft Teams and on the left side pin the Shift App Icon by clicking the three dots and
searching for the app, after which, you will be able to see it as it is below. Then, you will
need to clock in on the assigned schedule.

I. Go to the options you find just below the ‘files’ item:

II. Select the ‘shifts’ option:

III. Find your shift:

IV. Click ‘Clock in’ and accept the start of your shift by clicking YES:
V. To report your lunch/breaks you just have to follow the first six steps but
instead of clicking in your shift, you must click on the arrow next to your
shift and then click on ‘start a break’, like this:
VI. To check out you must follow the same steps and just click on ‘Clock out’
item, and the confirm by clicking YES
Do I need to report an Internet / Power Outage?

• You must report trough any media (call, email, instant messaging, etc.) the novelty
to the Operations Manager and Operations Administrative Assistant in charge to
immediately assist the situation.
• You must collect all the information about the novelty: Reason, estimated time of
reconnection, and provider name.
• As soon as the service goes out, or if it is out longer than 20 min, alongside the
Operations Manager and after their approval, you must go to the office so you can
finish your shift. Please note you must bring you PCU and headset. Your time off
should be made up at the end of your shift or on the following days according to
operation’s needs.

Disclaimer: If the notification of the report is done trough teams, this must be done using
the symbol “@” typing the name of the Operation Manager or Leader for better visibility
and set it as an urgent message.

2. How should I report personal issues or medical leaves?

• You must report to the Operations team (Operation Manager, Account Manager,
Supervisor, or Team Lead) any personal issue you might face such as medical
leaves, or pressing matters, to provide the needed assistance. When you have your
medical leave, if applicable, you must send it to SST Team via mail to
incapacidades@leanstaffing.com and cc the Operations Team.

3. Who should I reach in case I have general questions or concerns?

• If you need a ‘carta laboral’, certification, affiliations, or any related topic you
should ask for it to: solicitudes@leangroup.com, or ask it directly to your third-
party agency.
• If you have questions about your payment or salary related you should ask for it to
your Operation Manager, Account Manager, Supervisor, or Team Lead, and if you
might need further assistance, you will be redirected to nomina@leanstaffing.com

4. How should I request for a permission?

• This are handled by the Operations Managers, and an email must be sent following
the below guidelines, including the reason for the permission, date, time and any
other relevant information or documentation that supports the permission.
 • The permissions can be handled under the following concepts:
o Licenses: Maternity, Paternity, Mourning depending on the level of
consanguinity, serious domestic calamity.
o Permissions: Legal Tramits, Studies (Ceremony, Thesis presentation)
personal permits, medical appointments.

There are two kinds of personal time off LSG is able to grant under certain
circumstances:

✓ Personal paid time off – you will be eligible for 3 personal paid leaves a
year, once you reach your anniversary contract date. This should be
requested at least 2 weeks in advance and granted by the Ops Manager
considering the needs of the operation.
✓ Personal unpaid time off – You will be eligible for unpaid personal leaves
after 4 months in the operation. This should be requested at least 2 weeks
in advance and granted by the Ops Manager considering the needs of the
operation.

For both permissions, you will need to request them following the time
frames below:

✓ 1-2 days: must be requested 4 weeks in advance.

✓ More than 2 days: must be requested 2 months in advance.

• The permission could be requested by the 4th month you are part of the company.
These permits will need to be justify to the Operations Manager assigned and will
be up to the customers approval. There can be exceptions considering the nature
of the permission.
• If you will request License permits for personal reasons, you will need to send the
PERMIT FORMAT filled out depending on if you have a direct or indirect contract.
Disclaimer: Permissions are different to licenses. You can ask for a permission paid or
not paid, or a license depending on the kind of situation you’re asking for and those are
given on non-predictable situations. The paid leaves will be granted 1 day at a time. If
needed to take 2 or more days in a row, consider that it will be unpaid.

Welcome to the team!