Phonathon Employees

Rules & Regulations Handbook

Revised 9/11/2016

Name: ________________________________________Date: ___________

Employment Conduct and Work Rules:

To ensure orderly operations and provide the best possible work environment, Queens College expects
employees to follow professional rules of conduct that will protect the interests and safety of all employees and
the University. It is not possible to list all the forms of behavior that are considered unacceptable in the
workplace. The following are examples of infractions of rules of conduct that may result in disciplinary action,
up to and including termination of employment.
Sexual, racial, or other harassment of any employee, volunteer, or prospect, including verbal,
physical or other conduct that, unreasonably interferes with an employee's work performance or
creates an intimidating, hostile or offensive working environment.
Theft or unauthorized possession or use of university or employee property.
Falsification of employment application, timekeeping records or other university documents.
Possession, distribution, sale, transfer or use of alcohol, drugs or other controlled substances in the
calling room and parking area on or off-duty.
Verbal or physical fighting or threatening violence in the workplace.
Boisterous, disruptive, negligent or improper activity in the workplace.
Defacing or damaging university-owned property.
Insubordination or other disrespectful conduct.
Inappropriate or offensive language in the workplace or parking area.
Use of calling room computers for other than allowed workplace actions.

Phonathon Operational Standards

In order to ensure the smooth operation of Queens Colleges Phone Program, management expects these Phone
room operational standards to be noted and followed through the duration of employment:
Employment Classification: Student callers and student leadership team must be students currently enrolled
at the University. Because Queens College is an at will employer, a student may be terminated at any
time, with or without cause, at Queens Colleges sole discretion. Employed as a Phonathon Caller you
are part of an on-campus job, not a work-study arrangement. This means you will not be permitted to
bring in outside materials to work on at your calling station. This is also for security purposes.
Cell phones/personal electronics: Cell phone/personal electronic usage is prohibited in the Phone Room. All
personal electronics must remain on OFF and CLEAR OF THE WORK STATION while you are in the
Phone Room. Failure to meet these expectations will result in potential disciplinary action and/or
confiscation of personal electronic device for remainder of shift (See section on Disciplinary Action).
Dress Code: You should dress comfortably, yet appropriately (no offensive logos or language, no excessive
holes or tears). From time to time, we will have visitors during your shift. If you know of such a visit in
advance, you should make an effort to dress in nicer casual clothes.
Tidiness: A clean environment is essential for a successful operation. It is your responsibility to keep your
work area neat and clear of debris and excessive clutter.
Language/Content: Inappropriate language, conversation surrounding inappropriate content or material
containing inappropriate content are all prohibited in the Phone Room room. These offenses could be
considered harassment and will result in disciplinary action up to and including termination (see section
on Disciplinary Action).

Revised: 9/11/2016

Page 2 of 6

Food: Only approved snacks are permitted at the call stations. Eating meals at your desk is prohibited. On the
occasion that food is provided for employees, employees should eat in the break area or location
specified by the management staff.
Representing Queens College: As a representative of the University and the prospect it is your job to protect
the best interests of both and refrain from making any slanderous or inappropriate comments. This
pertains to all information including the pledges you record. Failure to properly record information and
appropriately represent the prospect and/or University will result in Disciplinary Action up to and
including termination.
Confidentiality: Due to the nature of this job you will be entrusted with personal information for numerous
people. This information is the property of the University of Vermont. You are NOT allowed to use this
information outside the Phone Room or for any personal reasons. Taking and or misusing any
information will result in appropriate disciplinary action, up to and including immediate termination of
employment.

Attendance
Shifts: Unless otherwise noted, calling shifts are Sundays 1:30 4:30pm and 6pm 9:30pm. Monday through
Thursday calling shifts are 5:45pm 9:00pm.
Breaks: Student callers and student leaders are given a paid 15-minute break for each shift worked..
Scheduling: Student Callers - You are required to work three calling shifts per calling week (Sunday through
Thursday) and required to have Sunday availability. If the calling week has fewer shifts, the minimum
will be adjusted accordingly. There is no maximum to the number of shifts you may work.
The manager will make schedules weekly. Availability needs to be turned in by Wednesday prior to the
schedule coming out on the next Saturday.
If you would like to pick up extra shifts, You can show up and see if there are seats open and available.
Callers who have worked more than one semester with us or have consistently proven their calling
abilities and responsible schedule management may be eligible for more scheduling flexibility. **This is
at the discretion of the Program Directors.**
Absences: Regular attendance and punctuality are critical to our fundraising success. Your attendance and
punctuality record is considered an extremely important factor in your overall work performance.
If you must be absent on your scheduled night, it will be your responsibility to find another caller to take
your place. To find a replacement, you must call through the list of co-workers to find a replacement.
We are counting on you to make this procedure work. Think ahead because you are unlikely to be
successful if you are trying at the last minute. One week of notice is recommended to find a
replacement. There is no limit to the number of times per semester a caller can get a replacement nor is
there a limit to the number of times per semester a caller can replace others. The only clause is the
replacement cannot already be signed up for that shift and if you are unable to work at least one shift per
week, appropriate documentation will be required.
You will be allowed one unexcused absence per semester where you are allowed to miss a scheduled
shift and not find a replacement. Calling in and speaking with the Program Director is required and
must be done 24 hours before the scheduled start of shift. Each absence after that must be covered by a
replacement, or proper documentation must be provided*. Examples of proper documentation include a
Revised: 9/11/2016

Page 3 of 6

doctors note, funeral directors note, airline ticket stub, class syllabus, etc.) These will then all be
considered excused absences. There is no limit to the number of excused absences you may have. If
you have a third unexcused absence, you will be subject to disciplinary action as outlined in the
Disciplinary Action Table. *All situations are at the discretion of the Program Director.
You are allowed one unexcused tardy per semester. This means that you did not show up for your
scheduled shift on time and you did not call to notify the program director that you would be late. The
second time you have an unexcused tardy you will be subject to disciplinary action as outlined in the
Disciplinary Action Table.
You are allowed unlimited excused tardies per semester. You must call and talk with the program
director to determine if the tardy is excusable. Recurring tardies, even when a call to the program
director is made, can become unexcused.
Neither calling nor showing up for a scheduled shift is grounds for Disciplinary Action up to and
including Termination. One no call, no show will be considered job abandonment.
*Please Note* resignation without proper notice, or job abandonment deems you ineligible for rehire or
recommendations. Please respect the programs need to stay properly staffed as well as your own
employment reputation.
IMPORTANT: Please notify your Program Manager verbally or in person of any unavoidable absences as
soon as possible.

Training & Performance

Initial Training Procedure: Each Phonathon Caller will receive the following Initial Caller Training:
Initial Caller Training A (ICTA): A general review of calling strategies, Fundraising 101 and specific
instructions and practice of phone etiquette. This training will take the callers entire first shift. This
training provides the basic outline and flow of a proper phone call. Lastly, training will cover the
Phonathon Connect software.
Caller Monitoring: Program Directors and Student Leadership team will monitor callers on a nightly basis,
grading callers based on scoring of the caller monitor form (example in Queens College Student Caller
Information Binder). Callers receiving a percentage lower than 100% will receive follow-up.
Caller Performance: Caller performance standards will be based on the group of prospects one is calling and
the performance of calling a Cadre within that group as well as group goals. Caller performance will be
regularly reviewed by a PD to help determine what groups a caller will call. Participation performance is
measured in each donor type. The minimum expectation for the following categories will be monitored.
Current Year 40% Minimum
Lybunt 50% Minimum
Sybunt 25% Minimum
Lapsed 15% Minimum
Non-Donor 10% Minimum
Performance Reviews: Reviews are done on the fly during the semester. We want to help you be the best
caller that you can be! This appraisal allows you and program leadership to discuss your job
performance. Performance reviews are referenced when determining returning caller job eligibility and
raises.
Revised: 9/11/2016

Page 4 of 6

Pay, Benefits & Advancement Opportunities

Standard Pay Rate: Students will be paid 9 for their hours worked at the phonathon. Returners will be paid
$10
Recording Time: Each employee is responsible for signing the Sign-In Sheet. This allows the director to
monitor your time.
Incentives: The Phone Program is known for rewarding its employees for a job well done. Due to the
importance and sometimes difficulty of the job, incentives were created to entice you to reach higher and
work harder. The following are some set incentives. Occasionally additional bonuses are offered.

Essential Communication
E-mail: Callers must have university issued e-mail account on file with PDs upon employment as it will be
used to inform you of topics needing one on one attention between PDs and employees. For that
reason, as an employee, you are required to check your university e-mail daily. E-mail communication
from employees regarding absences or resignation is not considered good business practice. We ask that
employees call or meet with us for those issues.
Phone: Callers must have the best number to contact you on file at the beginning of employment. Your number
will only be used when it is necessary to immediately contact you for work related topics. It is also
imperative that you have access to the Phonathon phone number, listed on the cover page of this
handbook. Again, cell phone use in the calling room is strictly prohibited.
Absences: If you are unable to make your schedule shift and have exhausted all other resources to cover this
shift, the Phonathon requires you to contact the Program Directors 24 hours prior to the shift so
adjustments may be made.

Employee Disciplinary Action Table

First Violation
Second Violation

You will receive a Verbal or Written Recorded

Warning.
You will be terminated from employment at the
phonathon.

IMPORTANT: Any step may be repeated, omitted, or taken out of sequence. Each case is considered on an
individual basis by the Program Directors. This table does not alter the at-will relationship between
employer and employee. (E.g. falsifying a pledge or defacing Queens College property)
Revised: 9/11/2016

Page 5 of 6

Acknowledgement of Receipt
I have received a copy of the Phonathon Employee Rules & Regulations Handbook. I understand and agree that
I am to read it carefully and become familiar with its contents as it outlines my responsibilities and Phonathon
policies, procedures, rules and regulations. Further, I understand and agree to the following:

This handbook supersedes all previous editions, verbal and written.

Queens College reserves the right to determine how policies and procedures are to be interpreted and
administered. Additionally, Queens College reserves the right to modify, revoke, suspend, terminate, or
change any or all such plans, policies, or procedures, in whole or in part, at any time, with or without notice.

The language used in this handbook is not intended to create, nor is it construed to constitute an expressed
or implied contract between Queens College and any one or all of its employees.

No contract, promise, agreement, or understanding shall be effective or binding upon Queens College unless
it is in writing and signed by an authorized Queens College representative.

If I have any questions regarding this handbook or other Queens College policies, procedures, rules or
regulations, I will discuss them with my manager or Queens College Human Resources.

My employment with Queens College is voluntarily entered into and I am free to resign at any time.
Similarly, Queens College is free to conclude the employment relationship at any time for any reason, with
or without cause. Our relationship will always be one of voluntary employment.

If I have any questions about the validity of any fact, program, or information, I will ask my manager before
I use that item in any way. I shall not make any statement which I am not certain is totally true.

I will not attempt to falsify any information on my performance. This includes, but is not limited to my time
sheet, pledge records, long distance calling records, and verbal communication.

I will report any unethical behavior to my Program Director(s) immediately.

Print Name

Signature

Date

Photo Release:
Phonathon takes part in many on-campus events and advertising. We often use pictures taken at work in our
material. Please initial below to release work-related pictures for use in recruiting and event material.
Initial Here: ___________

Revised: 9/11/2016

Page 6 of 6