Philosophy
At Heritage Insurance, our operations revolve around a client-first approach designed to foster trust, ensure clarity, and deliver proactive service. Key aspects of our philosophy include:
- Proactive Engagement: We actively reach out to clients to ensure their policies are optimized, rather than waiting for questions or problems to arise.
- Education and Transparency: By providing robust client education, we empower clients to make informed decisions about their coverage and financial protection.
- Long-Term Value: Every interaction is tailored to ensure that clients feel protected and valued, cementing their loyalty to Heritage.
To uphold our philosophy, we prioritize:
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Efficiency Through Technology
- Routine tasks (e.g., payments, ID card requests) are handled via carrier service centers and apps.
- This ensures that our team can focus on high-value activities like policy reviews, cross-selling, and personalized client engagement.
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Streamlined Processes
- A digital-first model reduces manual effort and enhances client experience.
- Automation supports timely communication and simplified onboarding, allowing our team to concentrate on providing exceptional service.
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Comprehensive Client Coverage
- We evaluate client portfolios to identify gaps or underinsurance.
- By proposing tailored solutions, we enhance their overall protection.
We aim to create a seamless insurance experience that reflects our commitment to protecting what matters most to our clients. This is achieved by:
- Proactively addressing their needs.
- Educating them on the value of their coverage.
- Delivering exceptional service at every interaction.
Objective
To ensure a smooth transition for new clients into Heritage’s digital-first, client-centric service model by setting expectations, providing clear communication, and preparing them for ongoing support.
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Introduce the Communication Hierarchy
Clearly explain the order clients should follow when they need assistance:- Carrier Service Center: For routine requests (e.g., billing, ID cards, policy changes).
- Carrier App: Quick access to policy details, ID cards, and claims info.
- Text Heritage: For unresolved issues not addressed by the carrier or app.
- Scheduled Calls: For complex issues requiring in-depth discussions.
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Set Expectations for E-Signing
- Inform clients they will receive an e-sign application via text or email.
- Stress the importance of completing this within 24 hours to finalize their policy.
- Confirm Heritage will follow up if the signature is not completed.
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Request Referrals
- During the final onboarding call, ask clients if they know anyone who could benefit from Heritage’s services.
- Highlight how much referrals are appreciated and welcomed.
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Introduce Newsletters and Reviews
- Briefly outline the monthly educational newsletters clients will receive.
- Reassure them about the 10-month policy review to keep their coverage aligned with their needs.
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Round Out Accounts
- Always work to enhance client protection by offering comprehensive solutions.
- Actively seek opportunities to add necessary policies (e.g., renters, umbrella, life insurance) or improve existing coverage (e.g., raising liability limits).
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Quote Three Lines of Business
- With every client interaction, ensure three lines of business are quoted.
- Example: If quoting auto insurance, include renters and life insurance to provide a well-rounded proposal.
Step-by-Step Tasks for Every Client
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Explain the Communication Hierarchy
- Review the hierarchy and ensure the client understands how to contact Heritage.
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Set E-Sign Expectations
- Confirm that the e-sign application has been sent and stress its importance.
- Follow up within 24 hours if the e-sign is not completed.
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Request Referrals
- Politely ask for referrals, explaining the value they bring to Heritage.
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Introduce Newsletters and Policy Reviews
- Inform the client of monthly newsletters and reassure them about the policy review process.
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Round Out Accounts
- Review the client’s portfolio to identify gaps or underinsurance.
- Propose tailored solutions to improve coverage and include additional policies.
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Quote Three Lines of Business
- Proactively quote at least three lines of business for every client.
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Apply Profile-Specific Tags in Agency Zoom
- Add relevant tags (e.g., low liability coverage) to tailor communications.
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Mark Policy as "Sold" in Agency Zoom
- Update the client’s status to "sold" to trigger welcome communications.
- Client Confidence: Clients feel secure in their decision to work with Heritage and understand their service and communication options clearly.
- Proactive Communication: Clients are prepared for future touchpoints, reducing unexpected outreach.
- Education and Support: Clients are informed about ongoing resources, including newsletters and policy reviews.
- Comprehensive Coverage: Clients receive well-rounded proposals that enhance their financial protection.
Purpose
To provide clear, efficient ways for clients to request assistance and ensure all interactions are handled seamlessly from start to finish.
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- Deliver a Seamless Client Experience
- Clients feel consistently supported and informed at every step.
- Efficient Request Management
- Track and resolve service requests promptly using the service pipeline.
- Team-Based Task Assignment
- Route tasks to either a processor or advisor based on complexity.
- Prompt Completion and Client Notification
- Resolve tasks quickly and confirm outcomes with clients.
- Encourage Engagement
- Request reviews immediately after task completion and follow up for referrals the next day.
- Deliver a Seamless Client Experience
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New
- The entry point for all requests (via email, text, or phone).
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In Progress
- Assigned and actively managed by the appropriate advisor or processor.
- Advisors must manually assign themselves as the producer and update the stage to “Working” to ensure accountability.
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Waiting on Info
- Requests paused until additional information is received from the client or carrier.
- Automatic follow-ups sent to clients:
- Day 2 Reminder Text: Friendly nudge to provide necessary information.
- Day 4 Reminder Text: Final reminder before task closure.
- Day 5 Automatic Closure: Requests are closed after five business days with no client response. Advisors may extend the timeline if needed.
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Waiting on Audit
- Completed requests awaiting final verification by the auditor.
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Completed
- Final stage where requests are resolved and closed.
- Automatically triggers a review request to the client.
Entry Methods
- Email Requests
- Auto-assigned to Caitlyn, who reviews and reassigns as needed.
- Text Requests
- Advisors monitor incoming texts and move new requests into the service pipeline.
- Follow-up texts for existing tasks are noted but do not create new entries.
- Phone Requests (via Answer Connect)
- Answer Connect agents guide clients to follow the communication hierarchy.
- Information is collected and submitted via email for entry into the pipeline.
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Final Verification
- Ensure all request details are processed accurately.
- Confirm that changes are reflected in carrier systems.
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Cross-Sell Opportunities
- Check client profiles for opportunities to enhance coverage or offer additional policies.
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Direct Marketing Outreach
- Send follow-up marketing communications to clients when applicable.
- Cross-Sell | Auto no Renters | Uno
- Cross-Sell | Renters no Auto | Uno
- Cross-Sell | Home and Auto no Umbrella | Heritage
- Cross-Sell | Auto no Home | Heritage
- Cross-Sell | Home no Auto | Heritage
- Send follow-up marketing communications to clients when applicable.
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After Task Completion
- Send a review request to the client immediately upon moving a task to “Completed.”
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Referral Follow-Up
- Send a referral request one day after the review request.
Purpose
To ensure client policies align with their current needs, provide options for better rates or coverage when applicable, and identify opportunities to enhance coverage or cross-sell additional policies.
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Client Support
- Ensure clients feel their financial interests are a top priority.
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Personalized Service
- Provide proactive, tailored solutions through advisor involvement in key stages.
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Cross-Sell and Up-Sell Opportunities
- Identify opportunities to offer additional coverage or increase protection.
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Client Education
- Empower clients with information to make well-informed decisions.
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Encourage Engagement
- Request reviews or referrals following positive client interactions.
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Preparation
- Advisors review client policies for potential weaknesses, cross-sell opportunities, or coverage improvements before the scheduled review call.
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Notification Stages
- 1 Week Out: Notify clients via text about their upcoming annual review.
- Text Example:
"Hello [First Name], Heritage Insurance here. We’ll be calling you in about a week to conduct your annual policy review. We’ll send a text the day before as a reminder."
- Text Example:
- 1 Day Out: Send a reminder text confirming the specific time of the review call.
- Text Example:
"Hello [First Name], we’ll call tomorrow between [time range] to review your insurance policy. If we miss you, we’ll follow up with details."
- Text Example:
- 1 Week Out: Notify clients via text about their upcoming annual review.
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Call Day
- Advisors call the client to discuss:
- Changes in their life (e.g., new vehicles, home renovations).
- Satisfaction with current coverage.
- Opportunities for cross-selling or improving coverage.
- Request reviews and referrals during the conversation.
- Advisors call the client to discuss:
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Outcome
- Reinforce trust, ensure continued client satisfaction, and update their coverage as needed.
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Triggering Criteria
- Client requests a mid-term review.
- Significant premium increase (10% or more).
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Evaluation
- Verify if the client qualifies for a reshop:
- No recent accidents or tickets (past 6 months).
- Policy includes multiple lines of business or shows willingness to quote additional lines.
- Verify if the client qualifies for a reshop:
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Actions Based on Evaluation
- If no better option is available:
- Explain to the client why the reshop isn’t advisable.
- Focus on cross-sell opportunities or coverage education.
- If a better option is found:
- Present the new option and prepare for potential policy changes.
- If no better option is available:
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Pipeline Stages
- Requote Needed: All reshops begin here.
- Qualifying: Evaluate the request and assess the client’s eligibility.
- Something Better: A better option is found; prepare to issue a new policy.
- Nothing Better: No better option; focus on cross-selling or educational opportunities.
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Advisor Follow-Up
- Advisors proactively contact the client to present new options or explain why reshopping is not viable.
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Policy Issuance
- If the client approves, finalize the new policy and assist with any necessary cancellations.
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Purpose
Scripts provide word-for-word guidance for advisors during sales interactions. These scripts ensure professionalism and consistency while offering room for personalization where appropriate.
"Hi [Prospect's Name], this is [Advisor's Name] from Heritage. I see you submitted your information for auto insurance; what prompted you to shop your insurance?"
(Pause for response)
"I know insurance can be complicated, so I like to ask a few questions to make sure I can actually help you."
"To ensure we're a good match, I’m going to ask you a few more questions."
- "We allow you to easily manage your policy, so we simplify the insurance process through service centers or texting. Does this work for you?"
- "Our goal is to maximize your savings. Do you want me to provide all the discounts you qualify for?"
- "To help you maximize your discounts, we also educate our clients. I'll suggest specific coverage and recommend other policies to help protect you. Does that sound good to you?"
"Great! Let’s review some details and see how we can help you."
(Proceed to gather additional information, provide recommendations, and address concerns.)
"Now that your policy is set up, here’s what happens next:"
- "You’ll receive a text within 24 hours with a link to e-sign your application. Please review and sign it promptly so your premium doesn’t change."
- "We’re here to simplify the insurance process, and here’s how we support you:"
- "For routine questions or changes, your carrier’s service center will provide quick assistance. I’ll send you their contact details shortly."
- "Your carrier’s app is the easiest way to manage your policy, including accessing ID cards. I’ll send you the download link."
- "If neither of those options helps, you can always text us, and we’ll respond promptly."
- "Lastly, we’d love to help your friends or family with their insurance needs. Do you know anyone who might benefit from our services?"
"Thank you for trusting Heritage Insurance. We’re here whenever you need us!"
"Hi [Name], I’ve tried reaching you a few times but haven’t heard back. I’m checking in to see how you’d like to proceed with your [line of business] insurance. Feel free to call or text me at [phone number] whenever you’re ready to continue the conversation. Thanks!"
Reason for the Call
"I was reviewing your policy with [Current Carrier] and noticed an opportunity to improve your coverage and/or save you money. I wanted to quickly share what I found."
"Things change quickly, and sometimes the policy you initially bought may not be the best fit for you now."
Presenting the Opportunity
"We can offer you a policy with [New Carrier] that [lowers your premium/increases your coverage]. It also includes added protection, like renters insurance, to better suit your needs."
Reinforce the Value
"This package offers more protection and aligns better with today’s realities. Would you have a few minutes to go over the details?"
(Proceed to discuss details, address questions, and finalize next steps.)
If Not Willing or Hesitant
"Have you ever thought about whether your current coverage still aligns with your needs?"
"Thanks for taking the time to talk with me. Please let us know if you’d like to revisit this opportunity in the future."
"An umbrella policy acts as extra protection on top of your existing coverage. It can step in when the limits of your home, auto, or other insurance policies are reached."
(if needed): "Think of it like this—if there’s a big storm and your umbrella isn't quite big enough to keep you dry, you’d want a larger one to make sure you’re fully covered, right? An umbrella policy provides that extra layer of coverage in case something big happens.
For example, if someone were injured in an accident involving your car and the medical costs went above your auto policy limits, an umbrella policy would help cover the difference."
Poke the bear:"Out of curiosity, have you ever wondered what might happen if a large claim goes beyond what your standard policy covers?"
"That’s where people often find umbrella policies come in handy—it’s that additional safety net to protect your assets and avoid paying out of pocket in a worst-case scenario."
Purpose
Scripts provide word-for-word guidance for advisors during sales support interactions. These scripts ensure professionalism and consistency while offering room for personalization where appropriate.
Word-for-Word Script
"Hi [Client’s Name], this is [Advisor’s Name] from Heritage Insurance. I hope you’re doing well today."
"I’m calling because your [policy name] with [carrier name] is coming up for renewal. I’d like to review everything to make sure we have the most up-to-date information for your protection and that you’re maximizing any discounts."
"Do you have about 10 minutes to go over this with me?"
(If yes, proceed with the review. If no, schedule a convenient time to call back.)
During the Call
- Discuss life changes affecting coverage (e.g., new vehicles, home improvements).
- Confirm satisfaction with current coverage.
- Explore opportunities for cross-selling or coverage improvements.
- Reinforce the communication hierarchy and encourage carrier app use.
Closing
"Based on what we discussed, here’s the next step…"
(Summarize updates or changes.)
Request a Review
"If you’ve been happy with our service, would you consider leaving us a quick review? It really helps us grow."
"Thanks for your time today! Let us know if you need anything."
"Hi [Name], this is [Advisor’s Name] from Heritage Insurance. I just left you a voicemail regarding your annual policy review. Please let me know a good time to connect, or complete the form I’ll send in a follow-up text. We want to ensure your coverage is optimized for the upcoming year. Thanks!"
On call:
Hi _________________. This is _________________ from Heritage. How are you today? I’m calling today because there have been recent changes to the way insurance companies classify wildfire zones and your home at ________________________now falls in one of those zones.
This means you’ll need to find a new home insurance company.
We’ve quoted your home with all of our insurance companies and unfortunately, don’t have any options.
We want to give you as much time as possible to find new insurance for your home which is why we are reaching out now.
You will get or may have already received non-renewal documents from __________ carrier. Some of our clients have been able to get policies through State Farm so we have formed partnerships with a local state farm agent. I would be happy to text or email over their contact information to you.
Your policy will expire on ___________. You need to find a new policy by that date.
Arizona State Farm Agent
Dondrell Swanson
480-926-4384
https://www.swansonagency.com/
Washington State Farm Agent
Craig Romney
253-859-0910
VM:
Hi _________________. This is _________________ from Heritage. I am calling today regarding your home policy for __________________________(address). Please give me a call back at 253-638-8142. It’s important that we talk within the next few days. Thank you!
Follow-Up:
- Create a task to follow up in 2 days
- If no response, call again
Definition
Rounding out accounts is our proactive approach to ensuring every client has comprehensive and optimal insurance coverage. This process goes beyond managing a single policy by identifying gaps, improving existing protections, and adding necessary policies to create a holistic, tailored insurance solution for each client.
Key Components
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Cross-Selling
- Offer additional policies that complement the client’s existing coverage.
- Examples: Adding renters insurance for home protection, life insurance for financial security, or umbrella policies for extended liability coverage.
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Coverage Improvements
- Review policies to identify areas where clients may be underinsured (e.g., low liability limits, outdated valuations).
- Recommend higher limits, adjusted deductibles, or upgraded policies with better terms.
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Client Education
- Educate clients on the value of proposed changes.
- Present improvements as essential protections for financial well-being rather than optional add-ons.
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Comprehensive Protection
- Safeguards clients against risks they may not have considered.
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Trust Building
- Demonstrates a commitment to proactively looking out for their best interests.
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Agency Growth
- Increases the average number of policies per household, strengthening the business.
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Proactive Reviews
- At key touchpoints, such as 10-month annual reviews or during reshops, analyze client accounts for gaps or areas to enhance coverage.
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Tailored Recommendations
- Identify specific opportunities for additional policies or coverage improvements.
- Present these recommendations as part of a complete insurance solution.
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Streamlined Implementation
- Automatically include recommended policies or changes during proactive reviews or reshops.
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Follow-Up and Engagement
- Continue educating clients on new coverage additions through newsletters, review calls, and ongoing touch points.
- Clients feel confident in their coverage and appreciate the added value Heritage brings to their financial security.
- Advisors effectively communicate the benefits of additional policies or improved coverage.
- The agency achieves greater client retention and increased business growth through comprehensive coverage solutions.
- Day 1: Welcome Message
- Templates:
- NP | Welcome Text | No Service Center | Heritage
- NP | Welcome Text | Safeco | Heritage
- Sent to all clients after policy sale, with or without a service center.
- Templates:
- Day 4: Review Request
- Template:
- NP | Request for a Review Text | Heritage
- Template:
- Day 7: Referral Request
- Template:
- NP | Request for a Referral Text | Heritage
- Template:
- Day 10: Carrier App Download Reminder
- Template:
- NP | App Download Reminder | Heritage
- Template:
- Day 11: Service Center Contact Reminder
- Template:
- NP | Service Center Reminder | Safeco | Heritage
- Template:
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Task Closure Reminder (Waiting on Info)
- Templates:
- Day 2 Reminder Text
- Day 4 Reminder Text
- Sent when a task remains in “Waiting on Info” for client response.
- Templates:
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Request Closure Notification (Day 5)
- Template:
- Request Closure Notification
- Template:
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Review Request (After Task Completion)
- Template:
- Google Review Request | After Service Request Complete
- Template:
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Referral Request (Post-Review)
- Template:
- Post Audit Review Request | Heritage
- Template:
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1 Week Out Notification
- Template:
- Renewal Call | One Week Notice
- Template:
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1 Day Out Reminder
- Template:
- Renewal Call | One Day Notice
- Template:
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Voicemail Follow-Up (Missed Call)
- Template:
- Renewal Call | VM Left
- Template:
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Mid-Term Reshop Acknowledgment
- Template:
- Mid-Term Reshop | Request Acknowledged
- Template:
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“Something Better” Follow-Up (If Advisor Can’t Reach Client)
- Template:
- Mid-Term Reshop | Something Better | Please Text Us
- Template:
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No Better Option Found Notification
- Template:
- Mid-Term Reshop | Nothing Better
- Template:
Purpose
Tags are essential for organizing client information, tailoring communication, and ensuring streamlined processes across sales, service, and policy management.
Client-Level Tags
Tags applied to the client as a whole, reflecting overarching characteristics or needs.
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Language/Communication Preferences
- Spanish: Indicates the client prefers communication in Spanish.
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Experience-Related Tags
- Positive Experience: Applied when the client had a positive interaction.
- Negative Experience: Used when a client’s experience was unsatisfactory (e.g., prevents a review request).
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Business Relationship
- Uno: Identifies a client under the Uno Insurance brand.
- Referred Someone: Applied when a client has referred another person to Heritage.
- Ghosted: Indicates a lead or client stopped responding.
- Lost on Price: Used when a sale is lost due to pricing concerns.
- Saved Client: Used during renewal calls when a client decides to stay with us.
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Lead Source
- Website Lead: Indicates the lead originated from the website.
- QS/Progressive: For leads generated through the QuinStreet and Progressive program.
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Action or Request Specific Tags
- No Text: Indicates the client has opted out of receiving text messages.
- Toys: Identifies clients with insurable toys (e.g., boat, RV, motorcycle) that we currently don’t insure.
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Account-Specific
- Hold: Used to keep the client in a specific pipeline stage without triggering automation.
Policy-Level Tags
Tags applied to specific policies to reflect coverage details, carriers, or other policy-specific characteristics.
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Coverage Details
- 25/50
- 50/100
- 100/300
- 250/500
- Umbrella
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Carrier Identification
- Integon/NG
- Dairyland/Peak
- Commonwealth
- Stillwater
- Mercury
- Clearcover
- CSE
- Allied
- Hallmark
- Progressive Home Advantage
- Progressive
- QS/Progressive
- Hagerty
- Dairyland
- Openly
- Mendota
- Bristol West
- American Modern
- National General
- Travelers
- Safeco
- Liberty Mutual
- Farmers
- State Farm
- Allstate
- Geico
- Westbend
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Policy Status or Context
- No Prior: For new business policies written without prior coverage.
Pipeline-Specific Tags
Tags applied during stages of the service or sales pipeline to manage workflow.
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Reshop and Renewal
- MT Reshop: Indicates a mid-term reshop request.
- Nothing Better: Used when no better options are found during reshopping.
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Priority Management
- Urgent: Flags requests that require immediate attention.
- Came from Answer Connect: Applied to requests originating from Answer Connect.
Renewal and Review-Specific Tags
Tags used during the renewal review process to track actions and outcomes.
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Process Tracking
- RR Completed 2024: Used when a renewal review call has been completed for the year.
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Outcome Specific
- Rounding-Coverage Improvement: Applied when a coverage limit is increased.
- Rounding-Cross-Sell: Applied when a new policy is cross-sold during a review.
Special Situations and Business Context Tags
Tags applied for unique circumstances or special handling.
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Referral or Partnership Related
- BL-Referral: For referrals to Blue Lion.
- BL-NO Referral: Indicates not to refer to Blue Lion.
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Other Specific Situations
- Ghosted: Used when a lead or client stops responding.
- Successful Re-Shop: Indicates a successful reshopping outcome.
Purpose
This section provides additional guidance, best practices, and reminders for ensuring process consistency and maintaining high standards in all interactions.
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Use the Service Pipeline Over Tasks
- Whenever possible, create service requests in the service pipeline instead of standalone tasks. This ensures proper tracking and accountability.
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Keep Client Profiles Updated
- Always update client information (e.g., address, phone number) in both EZ Lynx and Agency Zoom (AZ). This ensures accurate communication and reduces errors.
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Apply Tags Proactively
- Be vigilant in applying appropriate tags during all stages of interaction. Tags improve communication, tracking, and reporting.
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Manual Updates for New Policies
- When entering new policies into AZ, manually add the carrier tag to ensure proper categorization and workflow.
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Focus on Cross-Selling Opportunities
- Use every client interaction as a chance to cross-sell. Increasing the number of policies per household strengthens client relationships and agency growth.
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Prioritize Rounding Out Accounts
- Actively look for opportunities to improve coverage and offer additional policies, focusing on the client’s financial security.
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Use Tags for Review Tracking
- Apply tags like RR Completed [Year], Rounding-Coverage Improvement, and Rounding-Cross-Sell during renewal calls to track outcomes effectively.
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Cross-Sell Before Reshop
- During renewal or reshopping processes, prioritize cross-sell opportunities unless there is a clear financial benefit to the client from reshopping.
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Proactively Address Weaknesses
- Before renewal calls, review client policies for gaps or areas to enhance protection. Prepare tailored recommendations to present during the call.
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Personalize While Staying on Script
- Use provided scripts as a guide but adapt them to suit the client’s communication style and preferences.
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Follow Communication Hierarchy
- Educate clients on the proper order for contacting support (service center, app, texting Heritage, scheduling calls).
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Encourage App Usage
- Remind clients to download and use their carrier’s app for quick and easy access to policy details and claims.
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File Management
- Attach relevant files to the client profile in AZ before sending texts or emails. Files are not automatically added to profiles.
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Pending Cancellations
- Notify all Heritage clients about pending cancellations, both personal and commercial. Do not notify Uno clients about pending cancellations.
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JotForm Tracking for Rounding Accounts
- Complete the JotForm with details of coverage improvements or cross-sell activities to ensure proper tracking.
- JotForm Link: https://form.jotform.com/243305281615148
- Complete the JotForm with details of coverage improvements or cross-sell activities to ensure proper tracking.
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Ghosted or Non-Responsive Leads
- Mark leads or clients as “Ghosted” when they stop responding. This helps with pipeline management and avoids wasted effort.
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Lead Sources
- Ensure the correct lead source is selected for all new policies in AZ:
- Cross-Sell | Review Call for policies sold during reviews.
- Rewrite for policies transferred to another carrier.
- Winback for clients returning after more than six months.
- Ensure the correct lead source is selected for all new policies in AZ:
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Pending Actions for Sales Advisors
- Always follow up on e-sign completions and update policy statuses in AZ promptly to avoid delays in client communication.
Time off Requests
- Check the calendar in Teams
- Go to the calendar in Teams and if the day is open, go to the next step
- Request time off in ADP
- Here is the link to a video of how to request time off in ADP: https://bit.ly/3ninsx0
- Approve or Deny
- You'll be notified via email from ADP if approved or denied.
- If denied, go back into calendar and find another date and submit another request on ADP.
*** We will make every effort to accommodate time off requests, but there will be times when time off requests will be denied.Please request time off early!
Unscheduled Time Off
- If you are sick or cannot work for an unexpected reason:
- Send an email to Kiersten (and manager if applicable) as soon as you know you are not working that day. As many details as you can share are appreciated as it helps us plan and adjust to your absence.
- If you are hourly, please include in the email if you want your PTO to apply to this time off.