Reference, Policies & Procedures

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Pay

• Pay periods: Monday through Friday
• Payday: The following Friday 
• Types of pay
  • Training pay- $16.70/hr; you’ll receive training pay for orientation, watching training videos, and your first 5 days of work while training.  Maybe more or maybe less than 5 days depending on how it's going. Must pass onboarding quiz as well. In addition, you will be paid all mileage from job to job while training.
  • Mileage pay- You'll receive mileage pay only from scheduled job to scheduled job that is 5 miles or more away in GPS. You will receive 70 cents per mile mileage pay according to the IRS standard. To log this, use the Stephanie and May messaging feed inn the HCP app. Send a message that says number of miles on the day that the drive was driven. Example: 6.2 miles. Any other drives between jobs that are 4.99 miles or less, are considered to be paid in your Job Time Hours (JTH) pay. 
  • Tips- tips go directly to you. You don’t need to let me know about them. When the customers receive their monthly receipts, there is a little note letting them know they can tip you guys in cash if they’d like. If they ask for your Venmo, that is an option too.
  • Job Time Hours (JTH)- When cleaning you'll be paid the set percentage off salary/commission earned for each job based off weekly performance (Empowerment Pay.)
• Forgetting to clock in/out: 
  • Clock in or out as soon as you remember
  • Send a message in the HCP app after your shift to the group chat with May and Stephanie. Let us know the date and time correction.
  • A screenshot of the 'on the way' time or 'job finish' time is helpful.
  • May will make the adjustment, usually within 24 hrs.

Empowerment Pay

• Everything is logged on a weekly basis in your Empowerment Chart. We will do a Zoom to go over this after your first week of JTH pay.Weekly Scorecard
  • Perfect attendance- >7 days notice for days off
  • No client complaints or correction cleans
  • Teamwork/Communication/MMC
• Weekly Pay Scale (based off 4hr JTH example)
  • 30% - If we have to discount a customer ($74.10~$18.52/hr)
  • 35%- Not a perfect score ($86.45~$21.61/hr)
  • 40% - Perfect score ($98.80~$24.70/hr)
  • 45%- Perfect score and Google or FB review that mentions your name ($111.15~$27.79/hr)

Dress Code

• Solid color bottoms
• Shorts must be an appropriate length, at least to mid-thigh
• Clean shoes
• Always wear your White Dove Cleaning tee
  • If you'd like to wear long sleeves, wear a solid color shirt under your tee
  • If your shirts start looking worn and unprofessional, let us know so we can supply you with new, nice looking shirts
  • If you end up working for us for less than 6 weeks, I will ask for your shirts back
• Gloves
  • We supply you with a pair of rubber gloves and it's your responsibility to replace them when needed. They will be your property, they are a gift. Feel free to supply your own disposable gloves as well.

Job Duties

• Cleaning: fully completing the checklists in each home and meeting that homes’ standards that are noted in their profile
• Customers Profile Notes: Keep the customers' Job Notes as up to date as possible
• Checking work for team cleans: checking each other's work is required during team cleans no matter how many times you’ve been to the home or how good of a cleaner your partner in crime is.
• Checking jobs: after your first 30 days you'll be assigned to check a job a few times a month.
• Supplies: you have your own supplies that are rented out to you for free. Please see Cleaning Supply Rental Agreement for all details.
• Communication with customers: If customers say something to you in the app, reply to them. If you are running more than 15 minutes ahead of or behind schedule please let them know through the app with an ETA. 
• Monday Morning Coffee (MMC): Our bi-weekly staff meetings on Zoom are at 8am and last for 5-10 minutes. You do not get paid for these or clock-in for these. Instead, for every 8 MMC's that you show up to you'll recieve a surprise gift card. Meeting ID: 726 8423 7093 Password: clean

WhatsApp

• Before/After Photos: we use these for a little friendly competition and inspiration/motivation. Take 3-4 before and after photos when you clean for a brand new customer. Upload your photos to this chat. I choose a winner at every MMC and the winners get a little prize! https://chat.whatsapp.com/HTt3gXUgRKG1Y7oATzilXF

90 Day White Dove Promise

• Our commitment to learning the customers’ homes and needs so that we are always meeting their needs and so that they stick around as long term customers. In return, retention of hours for your paycheck.
• Stephanie will follow up after almost every clean during a customers first 90 day window.
• Cleaners and management will upkeep customers' profile notes as much as possible.

Days Off

• Excused days off
  • 10 per quarter
  • Must request off at least 48 hrs prior to date requested or it's considered unexcused
  • If it's requested with 7 days or less notice, it goes against your Empowerment Pay earnings.
  • To request, send a message to Stephanie and May in the HCP app
• Unexcused days off
  • 3 per quarter
  • Anything 48 hrs or less notice
  • No reason is excusable except for road conditions in the winter

Breaks

• 10 minute breaks
  • Required by law to have a 10 minute paid break if you work 4 hrs or more
  • You may take these as needed. They will not be added to your schedule.
• 30 minute unpaid lunch breaks
  • Required by law if you work 5 hrs or more. 
  • These will be scheduled and put in your schedule.
  •  If you (and your partner, if you have one for the day) agree to skip lunch, you must message me in the app (it has to be in writing.)

Quarterly Reviews

• Quarters
  • Qtr 1: Jan-Mar
  • Qtr 2: Apr-June
  • Qtr 3:July-Sept
  • Qtr 4:Oct-Dec

Two Strike/Free Pass Rule

• When we receive complaints from a customer, we'll inform you through a call or text. It will be logged in your Empowerment Pay chart. You get 2 free passes per calendar month.
• On the third complaint we will either agree that employment with White Dove Cleaning isn't the best fit for you or decrease your workload till improvement arises.
• Each strike is at the discretion of Stephanie. If the complaint was directly correlated to neglecting something on the checklists, then all of our two core values were not practiced.
• If it's just a customer needing more out of their cleaning, then I'll consider that as them communicating their needs, and it will not be a strike. In that case Stephanie will update the custiomers Profile Notes for you and add it to the next Job Notes as well.
• Best way to avoid any strikes is by reading through the customers profile notes and job notes before each clean. As well as completing all checklist at each home and not just checking them off to check them off.

Uh-Oh’s On The Job

• Breaking customer’s belongings (decor and other such items)
  • Take a photo and send it to the customer in Housecall Pro chat apologizing and explaining what happened
  • Leave the item out in the open on a counter or something so tey cat take care of it as they wish
  • If you prefer to tell Stephanie instead of the customer through the app, that is totally fine too
• Ruining things in a customers home (scratching a stovetop or dinging a wall or such)
  • Take photos from a few different angles and let Stephanie know as soon as it happens
• Taking longer at a job than expected
  • If a first time job takes way longer than expected, please find time to chat with Stephanie so we can figure out if the home will take longer during every clean. Also, sometimes I misjudge amd need to make updates if thats the case. 
  • We do always stay on a job till completed fully. If for some reason, you'll have to leave before the jon is completed, call Stephanie so we can figure out a plan.
  • If you are running 15 minutes behind to any job please message the customer in the Housecall Pro app apologizing that you're running late and what your ETA will be. Give them this update as soon as you know that you are in this position.
  • Also, please let them know if you are running 15 minutes or more ahead of schedule.

Other Policies

• Cleaning flow
  • Always best to complete a room or section of the home before moving to another room or area of the home, especially if people are home
  • When working in teams, starting in the same area of the home and working through the home together is important for many reason. But is a must if the customer is home. Sometimes I will advise you in the Job Notes if I already have a plan of attack.
• Personal belonging in customers home
  • Drinks- only water is allowed in homes and must be in a sealed bottle
  • Jackets- please leave your jacket in one area while you clean the home. A coat hook by the door is a great place. A dining room chair is another great place
  • Purses- as often as possible, please bring as little as possible in a home with you. Consider having a smaller purse that you'll take with you on the job vs your regular day to day purse.
• Parking at customers home
  • Always keep the customer and neighbors in mind when parking
  • If your car is leaking fluids, do not park in their driveway 
  • If your not sure if they will be in and out, park on the street just to be safe
  • Please use your common knowledge and courtesy 
• Schedule 
  • All final adjustments will be made to the schedule by every Friday night for the following week
  • If changes happen to the schedule as of Saturday or later, we will always let you know or ask your permission