Standard Operating Procedure : Standard Operating Procedure I. Orientation : I. Orientation Welcome the applicants, have them seated and prepare for their orientation video. I. Orientation : I. Orientation At the end of the video, allow them to raise questions for clarification. I. Orientation : I. Orientation Review each and every step of the Projected Performance System (PPS) to ensure they have understood every step II. Online Registration : II. Online Registration Lead the applicants to the designated computer stations and allow them 5 minutes to fill up the registration form II. Online Registration : II. Online Registration Once completed, meet with each applicant to set a schedule for their Skills Test (mon-sat 1-4pm; 1 hour allotted time). Document the schedules of each applicant to avoid complications or conflicts in their schedule III. Skills Test : III. Skills Test Welcome back the applicants and lead them to their stations III. Skills Test : III. Skills Test Explain each and every part of the test thoroughly; make sure to include additional instructions if necessary III. Skills Test : III. Skills Test Have them sign their names on the record book and take note of the kind of test they are taking (e.g. 2b, 3c) III. Skills Test : III. Skills Test Also take note of their typing test result III. Skills Test : III. Skills Test Inform the applicant that they will be contacted once the results are in. When all the test takers are done for the day, email their answers to the Chief Information Officer IV. Initial Interview : IV. Initial Interview Welcome back the applicants and congratulate them for passing the test IV. Initial Interview : IV. Initial Interview Set a schedule with them on which shift would best suit their lifestyle (1st shift – 12mn-8am; 2nd shift – 8am-5pm; 3rd shift – 5pm-12mn) IV. Initial Interview : IV. Initial Interview Do not forget to inform them to submit a Cedula and ID for the contract signing prior to starting their training V. Training : V. Training Before training starts, make sure the trainees have already read, understood and signed the contract V. Training : V. Training Have them shadow over the other agents V. Training : V. Training They can also do hands on work during their mentors’ break to really get a better feel on what they are expected to do. When they are ready, you can now assign them to do the job full time on their own. V. Training : V. Training Within a span of 2 weeks, take note of the trainees’ progress:
A total of $10 earned each day for 3 consecutive days for Data Entry Agents
A total of $18 earned each day for 3 consecutive days for Special Agents V. Training : V. Training Check with the trainees’ spreadsheets daily to identify who has met the requirements for graduation VI. Final Interview : VI. Final Interview Identify who has met the requirements among the trainees and affirm them they have now graduated from training VI. Final Interview : VI. Final Interview Coordinate with the graduates as well as other captains regarding the schedules and vacancies available for transfer if needed VII. Background Investigation : VII. Background Investigation *** This information is confidential *** VIII. Supplemental Training : VIII. Supplemental Training Certain graduates have the potential to move to a higher position (i.e data entry to special agent). VIII. Supplemental Training : VIII. Supplemental Training Identify these graduates and provide them further training to ensure they are fully prepared for the job (maximum of 2 weeks training) VIII. Supplemental Training : VIII. Supplemental Training Once they have met the daily requirements for 3 consecutive days, you may now proceed to step 9… IX. Final Hiring : IX. Final Hiring When you have identified and confirmed those who have passed training, you may now give them the title WAHPA or WAHPO and officially welcome them to Sabetsu IX. Final Hiring : IX. Final Hiring Coordinate with the graduates and captains if there are further adjustments in schedules needed X. Performance Assessment : X. Performance Assessment In this stage, a weekly visit to the WAHP stations is done to check on how the agents are doing X. Performance Assessment : X. Performance Assessment Ask questions regarding their work schedule, work environment, workmates, as well as their captains.