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ECOH/COH & FWR Policy BT Consumer Customer Care

Date: 13th September 2017

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Contents Section 1 – Overview 1.1 - Introduction 1.2 - Scope 1.3 - The Change of Hours & Exceptional Change of Hours Process 1.4 - Criteria & Requirements for Submission using the COH & ECOH Process 1.5 - The Key Principles of all Types of Requests 1.6 - Supporting Documents Section 2 – Roles and Responsibilities 2.1 - Advisors Role 2.2 - Line Manager Role 2.3 - Centre Manager Role Section 3 – Types of Change of Hours Requests 3.1 - Change of Hours (COH) 3.2 - Exceptional Change of Hours (ECOH) Section 4 – ECOH Review 4.1 - Exceptional Change, of Review Section 5 – Flexible Working Request 5.1 - Flexible Working Requests Section 6 – Governance 6.1 - Appeals 6.2 - Planning & HR Key Contacts

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Section 1 Overview 1.1 Introduction This document sets out the individual roles and responsibilities of those involved in dealing with change of hours & change of attendance requests for all BT Advisors in Customer Care within BT Consumer. A change to the current process is that the responsibility for the decision now lies with the Manager. This document provides guidance on the issues management will need to apply and consider when assessing requests from members of their teams in a fair and equitable manner. 1.2 Scope This document covers the process that applies to the types of Change of Hours requests that are most common within the Customer Care Contact Centre environment (please refer to Section 3 for more detail):

Change of Hours (increase or decrease in hours) & General Change of Hours (Shift/Duty Change)

Exceptional Change of Hours (to include Temporary Change of Hours, Temporary Change of Attendance & Emergency Change of Hours)

AND

Flexible Working requests It is our objective where employees feel confident to request change via our internal process rather than revert to the more formal Flexible Working requests. 1.3 The Change of Hours & Exceptional Change of Hours Process Change of hours & exceptional change of hours requests are submitted for a number of reasons, some are for temporary changes which are required for a limited period and others are based on a longer term requirement and even permanent. All requests will be treated consistently and fairly and a final decision reached on the basis of the information provided to assess each case on its merits. Advisors should discuss the issue with their Line Manager before making a formal request. Where possible requests will be accommodated balancing both lifestyle requirements and the needs of the business. Advisors should read and complete a self-assessment checker prior to formally requesting a change in hours or attendance. Once the Advisor has completed the self- assessment and wishes to make a formal application they should speak with their Line Manager before any formal application is made. Following submission they will also receive a copy of this document. The Line Manager will work with the Advisor to ensure all opportunities are being fully explored thus ensuring that any change request reflects the best possible balance between business and individual requirements. The Advisor should have completed the self-assessment checker to assess this as well as the impact on BT of requesting any such change to their scheduled hours. COH - To enable Advisors to have a shift pattern that works for them whilst balancing the needs of our Customers, a Change of Hours request to an alternative portfolio shift pattern, (including where an increase or decrease in hours is needed) on a long term basis can be submitted. Advisors will have full

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visibility of the portfolio shift patterns available for their work type prior to submitting the request. Once the Advisor submits the request, the line manager will be notified and will discuss the request with the Advisor. If the Advisor accepts the portfolio change, the line manager will notify Planning who will provide a start date to the line manager and notify HR of any contractual change. The line manager will confirm the changes in writing to the Advisor. Only one COH request can be submitted in any 12 month period commencing from the date of the change. ECOH - We understand that circumstances can change and want to support Advisors who for exceptional reasons, are no longer able to work their portfolio hours on a short-term or long-term basis. They should speak with their line manager before any formal application is made to explore their options. Initially the first line manager will suggest they review the options available via the portfolio shift patterns for their work type shown on the My Hours Portal. If after confirming that they are unable to work any of the portfolio shift patterns due to exceptional reasons, the Advisor can complete an ECOH application on My Hours. The impact to the business will be calculated by Planning of the proposed ECOH parameters. For an ECOH if Planning assess the impact is low, the line manager will be notified and will discuss the request with the Advisor. If the shift pattern change is agreed, the line manager will notify Planning who will provide the pattern, a start date and end date to the line manager and notify HR Services of any contractual change. The line manager will confirm the changes in writing to the Advisor. For an ECOH if Planning assess the impact is high the centre manager and line manager will be notified. The line manager will let the Advisor know the ECOH request needs to be reviewed by the CCM. The CCM will discuss the request with the Advisor to ensure all opportunities are being fully explored thus ensuring that any change request reflects the best possible balance between our customers and the Advisor. Emergency ECOH requests may be accelerated by the CCM notifying Planning. If the shift pattern change is agreed, the CCM will notify Planning who will provide a start date and end date and notify HR Services of any contractual change. The CCM will confirm the changes in writing to the Advisor and the line manager. If the ECOH is rejected, the Advisor will be notified in writing by the CCM and has the opportunity to appeal. Exceptional Change of Hours or Flexible working request (FWR) which would result in a reduction in the resources available during our jeopardy periods, will need to be carefully monitored to ensure business continuity. It is essential that we all contribute towards the jeopardy periods wherever possible, to ensure service levels are consistently maintained and to balance the needs of our customers and our employees.

1.4 Criteria & requirements for submission using the ECOH process

We expect individuals to take all reasonable steps to accommodate lifestyle changes without disrupting their working pattern. If this is not possible a request can be submitted. Examples of why an individual would seek a change to their current shift/working pattern are as follows (this list is not exhaustive):

Health or Medical condition –An up to date OHS report or a current GP report will be required

Changes to arrangements for childcare –Details required.

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Caring due to a change in circumstances –Details required.

Transport – Evidence to be included

Further Education – Evidence, timetable to be included.

Urgent domestic distress

Maternity returning to work

Long Term Sick returning to work.

Student term changes

1.5 The Key Principles of all types of requests

Requests to move out of jeopardy periods will only be considered for Exceptional reasons.

Where an Advisor chooses to reduce/change their hours a fair level of contribution should as far as possible continue to be given to cover hours within the jeopardy periods that meet the requirements of our customers.

If reducing coverage within the jeopardy periods the expectation is that the Advisor will normally compensate their attendance either through the week or at weekends in line with business need

BT Customer Care will avoid bespoke attendances (unless in ECOH Cases)

We will endeavour to keep changes to the standard hours of 16, 18, 20, 25, 30, 36 & 37.5 hours, however in exceptional circumstances we will review other hours of attendance.

BT people need to have worked within BT for 6 months prior to being able to make any request for a change to their schedule or working hours (unless there are significant exceptional circumstances).

BT will require evidence to support ECOH and FWR requests but any such requests will be handled sensitively and will be necessary and proportionate.

BT will share data with the CWU nationally on a quarterly basis showing the number of cases submitted. Local data will be shared as part of the monthly together meetings and will be managed locally between the site CCM and local branch.

1.6 Supporting Documents The following forms/documents are part of the Change of Hours process that includes Change of Hours (COH) & Exceptional Change of Hours (ECOH) to assist you in gathering the relevant information to decide if a formal Change of Hours or attendance request is required:

Advisor self-check pack - to be used by the Advisor to gauge the impact of their change by completing a self-assessment/ 1-2-1 form (Appendix A).

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The self- assessment /1-2-1 form will be verified by the Line Manager at the initial 121 meeting to discuss any change requests. (Appendix B for COH 1:1 form & Appendix C for ECOH 1:1 form).

The full range of available portfolios will be available to view on the My Hours Portal. (Appendix D).

Emergency change of hours: Can be applied for via ECOH process by answering the appropriate question on the My Hours ECOH Portal. Only to be completed in exceptional and emergency situations.

All required documents & guidance notes for managers to assist with completion of the initial meeting and the Change of Hours application can be found through Cristal.

Note: The self-assessment form is designed solely to assess the business impact of the proposed changes and not for Planning to review the individual circumstances. Section 2 Roles and Responsibilities 2.1 The Advisor’s Role The Advisor should carefully assess the impact of their request on the business and complete the following steps.

Discuss the issue with their Line Manager. If the issue is a sensitive issue individuals may approach another manager or HR.

Complete the self-assessment form as much as possible prior to attending the 1-2-1 meeting for all ECOH applications.

Approach their Line Manager if they wish to submit an application and if they feel they require an ECOH, they should ask for a meeting to go through the self-assessment form.

Complete the application on the My Hours Portal See Appendix D. 2.2 The First Line Manager’s Role The Line Manager (LM) should discuss the change of hours or attendance request in the first instance (unless the request is of a sensitive nature) LM’s should disregard an Advisor’s general performance when dealing with a request. Only specific details in relation to their request should be considered. LM’s should:

Hold 1-2-1 and document the reasons for the request and details of the change being sought, i.e. COH, ECOH etc. and what the duration is. The aim of the meeting is to explore all attendance possibilities that the Advisor can offer. There may be an existing portfolio that negates the need for an ECOH.

Be accessible to their team in terms of supporting and guiding Advisors through this process, seeking clarification and guidance where necessary.

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For very short term requests the LMs should consider all available options such as shift swaps, casual leave, special leave, etc.

Review the business impact assessment from Planning, to determine if they or the CCM will make the decision. Should there be a request from the advisor as part of any appeal, this will be made available to the advisor.

If the business impact is categorised as low, the line manager should hold a 1:1 with the Advisor to explore their options, make them aware of any contractual changes and gain consent to change to their hours.

Ensure that all relevant information that is required for a request is submitted.

If the business impact is categorised as significant, the line manager should send the completed self-assessment, 1-2-1 form & My Hours application with any other documentation to the Centre Manager to make a decision

Carry out the agreed reviews in a timely manner.

Submit the decision to my.hours@bt.com

Where the ECOH change is agreed by the CM the LM will be responsible for communicating to the individual a start date and where appropriate, a review or end date. The start date would normally be 6 weeks from the change being agreed. However, in the event of emergencies, or for exceptional reasons, Planning will be advised to accelerate the necessary changes. In the interim period the new attendance will be accommodated locally.

2.3 The Centre Manager’s Role For ECOH applications with significant business impact the Centre Manager must ensure that all documentation is completed correctly prior to making a decision, if this documentation is not complete they should return it to the Line Manager with details of the additional information they need which will allow them to make a decision. This documentation is the My Hours application, 1:1 form and supporting evidence. Once the decision has been taken the decision should be forwarded to Planning.

To verify all documentation is completed correctly – If the form has been completed incorrectly the form will be rejected and need to be fully resubmitted

Be accessible to their team in terms of supporting and guiding LM’s and Advisors through this process, seeking clarification and guidance where necessary

To make a decision based on the facts of the individual case whilst also taking the business need into consideration

When the Centre Manager accepts or rejects the request, they should communicate the decision to the Advisor, LM and Planning in writing

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The Centre Manager will not feed back to the Line Manager or Advisor until they have received confirmation from Planning that the new schedule is being built

For long term or temporary pay affecting COH requests the CM will notify Planning

When the Centre Manager accepts or rejects the request they should communicate the decision to the Advisor, LM and Planning in writing

If rejected, the CCM will provide a written detailed rationale for the decision and feedback will be provided by the Centre Manager via a one to one meeting, unless the Advisor does not require a 1-2-1 with the Centre Manager.

Section 3 Change of Hours Requests This is where a Permanent Change of Hours (Increase or Decrease) to an Advisors contracted hours is required or where a change of portfolio shift is required. Only one COH request can be submitted in any 12 month period commencing from the date of the requested change. This can be a pay affecting change and in all operational areas will require Planning input. If approved the Advisor would maintain the same Terms & Conditions and contractual span of hours but must then select the attendance they wish to work from the current portfolios that align with their contractual span.

Once the portfolio selection has been confirmed on My Hours Portal the LM will complete a 1:1 and submit the COH request to my.hours@bt.com.

The planning manager will arrange the build with 5 weeks’ notice. Planning will notify HR for all pay affecting changes. Note: There is no guarantee that an Advisor can change their hours back after an agreement is made. If approval is given to change the hours back to the previous hours worked, then the Advisor would retain their previous Terms and Conditions. Any attendance portfolio would need to be chosen from the portfolios available. 3.2 Exceptional Change of Hours (ECOH) ECOH requests should be submitted where the attendance pattern requested does not meet the business requirements, but is required to overcome current personal difficulties attending work (e.g. exceptional health, caring including childcare issues). ECOHs can include temporary reductions in hours or changes in attendance patterns, changes of days worked, fixed attendance patterns, fixed breaks, a reduction in the number of days worked, change of start or finish times on particular days. This list is not exhaustive. Advisors should normally discuss their application with their Line Manger in the first instance. However, where the issue relates to a sensitive medical condition an Advisor might want to approach a different Manager or HR.

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The ECOH self-assessment should be completed prior to submitting an ECOH application (Appendix A). An application for an ECOH can be made on the My Hours ECOH Portal (Appendix D). The line manager will receive the application including business impact analysis from Planning and will hold a 1:1 with the Advisor to explore their options (Appendix C).

ECOH arrangements can be put in place for up to 24 months.

Low impact in relation to an ECOH is defined as 20% or less difference in hours covered between existing pattern and proposed pattern.

High impact in relation to an ECOH is defined as 21% or more difference in hours covered between existing pattern and proposed pattern.

If the application is low impact, the line manager will notify Planning of the decision. They will then confirm their decision in writing to Planning and the Advisor. If the application is significant impact, the line manager will hold the 1:1 with the Advisor and inform them that the CCM will need to review the case and supporting information. The CCM will review the application including business impact analysis and will hold a meeting with the Advisor to explore their options with aim of reaching a solution that balances the needs of both the Advisor and the business. The CCM will notify Planning of the decision. They will then confirm their decision in writing to Planning and the Advisor. The Advisor has the right of appeal (see section 6.1). In short notice emergency cases e.g. out of hours, bereavement, domestic violence etc. the Centre Manager on site will have the authority to grant these immediately. For certain cases special leave or duty pay back may be appropriate, however in assessing a case due care and compassion should be shown while a longer term solution is investigated. Emergency arrangements should be put in place by completing the Exceptional Change of Hours Application, selecting “Yes” to the Emergency option on My Hours ECOH Portal until either a more permanent change is agreed or the Advisor is able to return to their normal hours. Upon return to work a meeting should be held to establish if they are able to continue with their existing attendance or if there is a requirement for a COH or longer term ECOH, if this is the case then the normal COH or ECOH process should be implemented. If the ECOH is for less than 6 months then the Advisor can revert back to the same portfolio of attendance as before, if it still exits or they will have the closest possible match offered. If it is longer than 6 months, then at the end of the ECOH wherever possible the Advisors will revert to their old portfolio, where it still exists and the opportunity is available, or they will have the closest possible match offered.

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Section 4 ECOH Review

4.1 Exceptional Change of Hours Review All ECOH requests should be discussed at regular intervals (a minimum of once every 12 months) during 1-2-1’s (based on the duration and circumstance of the agreed individual attendance change) with the Advisor as appropriate to establish the following;

If the circumstances under which the change was agreed has since changed.

What action is being taken by the Advisor to enable them to return to their original attendance pattern?

If the change was agreed for health reasons, whether the change is having a positive effect on the Advisor’s attendance and general wellbeing.

Where possible, to agree a return to normal attendance ahead of the review date.

During a meeting the Line Manager will review existing portfolios with the Advisor to assess if any are suitable.

10 weeks prior to an end date approaching, individuals and their LM receive an e-mail from Planning notifying them that their current attendance will be reverting to the original attendance. If an Advisor requires an extension or a new Change they must submit a new application on the My Hours Portal within the first week of the notification to enable Planning to deal accordingly. If the Advisor is on leave when the email is sent then the Advisor must submit a new My Hours application within a week of returning to work. If the Advisor is off sick when the email is sent then the Line Manager must contact the Advisor to make them aware of the situation and to agree how to proceed. If the Advisor’s situation changes, it is the Line Manager’s responsibility to ensure this is documented and, where appropriate, inform Planning. Section 5 Flexible working Requests – Legal Process 5.1 FWR Flexible Working Requests (FWR) are requested under the legislation. This is a formal process and timescales to be operated when a request for a permanent Change of Hours under the flexible working legislation is received. Decisions on the outcome of a flexible working request will again be made by Centre Managers, with support from HR and Planning. .

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This is a totally separate process to COH & ECOH and where changes via this process are being sought, managers should refer to the following; The process for making requests for Flexible Working made under the Employment Act 2002 or Work & Families Act 2006 is shown below. Making a request for flexible working is straight forward and BT has designed a simple process to follow. Details of the process can be accessed via the links below. Advisors will need to prepare a business case outlining how the new arrangements will meet the needs of the business as well as their own requirements. The Act defines how requests should be made, how and by when they should be considered and how decisions should be communicated. In order to meet the requirements of the Act it is important to use the standard forms to make and respond to requests, accompanied by the 1-2-1 form. An Advisor should do the following;

Read and understand the terms of flexible working.

Ensure that a FWR is the right process for them based on the terms & conditions and their individual needs.

Approach their manager and discuss their needs via a 1-2-1.

Complete the FWR form (can be downloaded via https://hr.bt.com/en-gb/working-at-bt/flexible-working ) capturing all the required information needed for a request to be submitted successfully through the e-mail account workforce h G;

FWR_Flexible_Work

ing_Request application_form.doc

The LM submits the FWR form plus the self-assessment/1-2-1 form with any other relevant documentation to the Centre Manager for a decision.

The CM will review the FWR request and make a decision to accept or reject with support from Planning and HR. This decision is sent to the relevant Planning e-mail account to build the shift and HR Services for any contractual amendments.

The following rules apply to any FWR:

FWRs must be reviewed, a documented meeting to take place to discuss the request and a decision provided back within 3 months to the Advisor, except for NI where this is 28 days.

If an FWR is declined the Centre Manager must provide a business rationale as to why and be able to substantiate it via a written letter using the 8 accepted business reasons. Planning and HR will assist the CM if required.

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The Advisor no longer has the statutory right to an appeal against a decline, however providing an appeals process demonstrates that BT is handling requests in a reasonable manner. The appeal will be heard by a manager of equivalent grade or higher and will be noted on the decision letter.

Only one FWR can be requested in any 12 month period – regardless of if it was declined or accepted.

If an Advisor has applied for an FWR which has been agreed, and has now established that it is no longer suitable, they may apply for an ECOH/COH. There is no guarantee that the ECOH/COH change requested will be agreed. However, if the ECOH/COH is accepted then they must withdraw from the FWR.

For further details on the process, timescales and applicable forms. https://www.gov.uk/flexible-working/overview http://www.nidirect.gov.uk/index/information-and-services/employment/employment-terms-and-conditions/working-hours/flexible-working/flexible-working-making-your-application.htm Section 6 Governance This document overrides all previously agreed local processes. Any arrangements in place at the date of this document will be honoured and reviewed in line with agreed dates. 6.1 Appeals Process In the event that an individual’s COH, ECOH, FWR request is rejected, an appeal should be facilitated, as per standard BT process. Appeals should be sent direct to the manager named on the decision letter who will pick it up and the appropriate review will take place.

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6.2 Planning & HR Key Contact Details PLANNING

Name Role & Responsibility Contact Number

Sharepoint site & e-mail account

Eoin Power Consumer Planning Director 07972 719410 eoin.power@bt.com

Neil Rudkins Help, Specialist Desks and Engineering Planning Manager

079 1807 4438 neil.rudkins@bt.com

Alex Mason HRBP Group Planning 07435 978 543 alex.mason@bt.com

Claire Thomas Sales & Retention Planning Manager

07435 978022 claire.3.thomas@bt.com

Lynsey Gray Connections Planning Manager

07587 650138 lynsey.gray@bt.com

Laura Roast Scheduling & Optimisation Manager.

020 8726 2499 07423 471531

Connections & FTTP

Attendance queries, Change of Hours/ECOHs, FWR, connections.coh@bt.com

Lorraine Hunt Scheduling & Optimisation Manager.

0131 300 5785 07718 583460

Help, Commercial Sport, TMC,

TECH EX, Mobile & WIFI

help.coh@bt.com

Kelly Armstrong Scheduling & Optimisation Manager. Group Planning - BT Consumer

07435 668979 EA & Doncaster Offline

Attendance queries, Change of

hours/ECOHs, FWR–

sales.coh@bt.com

Michael Widera HRBP Sales & Retention 07484 079735 michael.widera@bt.com

Bobbie Dixon HRBP Help & Welcome 07918 901007 bobbie.dixon@bt.com

Nicola McIntosh HRBP Connections 07484 033067 nicola.waters@bt.com

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Appendices

Appendix A – ECOH Self-Assessment 1:1 Form

TM ECOH

Self-Assessment Form 15.08.17.docx

Appendix B – COH 1:1 Form

TL COH 121

Template & Guidance 07.09.17.docx

Appendix C – ECOH 1:1 Form

TL ECOH

121meeting template 07.09.17.docx

Appendix D – My Hours Links

My Hours COH Portal: http://formwize.intra.bt.com/v2/run/survey3.cfm?idx=505d040a09080c0b0f

My Hours ECOH Portal: http://formwize.intra.bt.com/v2/run/survey3.cfm?idx=505d040b0001000b00