OdeToAcuity
Junior Member
What is the name of your state (only U.S. law)? Indiana
My name is Amber, I've been working from home for an employer for the past three and a half years, that for the first year was absolutely phenomenal. It's not the highest paying job I've had but it has my insurance, and it was easy work for the most part - I received perfect scores for quality assessment, but during my second year, I began having symptoms and was quickly diagnosed with Multiple Sclerosis. Fatigue set in harshly, my vision blurred, my mobility suffered. I ended up in the hospital twice. When I was released from my first stay I filed for FMLA with my Neurologist and that's when things began to spiral downwards.
1. Employer would not get back to me on ANY information regarding how much time is left in my FMLA for the first year I had it.
2. There have been countless times when I would return from an intermittent FMLA break and have to take a paid 15 minute break to stay within schedule adherence. That 15 minutes was suddenly being coded as FMLA, for which I both wasn't paid, but also deducted itself from my 480 hours of allowable leave despite my being there and clocked in. It's small, but if I didn't take it, my adherence would suffer. Either way I was losing and as my second year with FMLA began, I had to firmly tell them what time I was back and start to watch my timesheet more closely. They still made the same mistake multiple times and sometimes it wasn't changed despite my pointing it out.
3. I started getting marked off on things that were never wrong before when I had quality assessments. It was a lot of nit picking on some items that were, to me, very subjective. There have also been contradicting assessments. Example., I was always told NEVER to read aloud the last four digits of the payment method as it was sensitive information, but then was marked off recently for not doing so when it was requested.
4. Two seperate answers on when my FMLA resets, management either tells me to contact HR, or gives me inaccurate information. HR is unresponsive overall.
5. I have also been told that FMLA takes from any Vacation Time I have and vice-versa, which essentially leads me to believe that as an employee, I can NOT utilize ANY vacation time without lessening my FMLA and feeling trapped. I can handle that for the most part.
6. Due to the MANDATORY extra time I am forced to sign up for and the unpredictability of my disease, I am at times feeling cornered into taking FMLA due to that requirement, despite having at first been assured that I would not be required due to this fact to sign up for extra time. My FMLA report states I can NOT work more than 8 hours a day and sometimes have a medical appointment on my days off, but am still required to work more hours.
7. My employer has recently written me up for taking too long after my calls end to try and finish notations on accounts. This is required that all agents are under 40 seconds on average for 'ACW' (After Call Waiting time for finishing notations on an account), but recently my hands are getting more easily fatigued and the stress placed on me isn't helping either by newer policies, and even more so when customers outright hang up on me. My employer makes NO accommodation despite my request and outright plea aside from at times writing up a plan to gradually pull me down to an acceptable level.
8. I was given a final written notice immediately after verbal written warning for taking too long after calls, about avoiding calls, but the system has had innumerable issues since I've been there, and while my supervisor admitted that, he also said that the issues were resolved and suddenly, I didn't have anymore dropped calls that same day. It should be noted that this supervisor (Jim) was suddenly no longer employed by Transcom less than 1 week later.
9. In 2014, there was a transition in our systems that I was a part of that directed us into a different type of platform. I specifically went from using VDesk, to Dizzion. On vDesk, calls were automatically answered and in Dizzion they were not. At times it would ring once and a second later be lost. The system later was pushed to where it was supposed to be auto-answered, but that never worked for me, and I was the ONLY one it seemed. I constantly told supervisors and they just ignored it as if it wasn't a big deal. On 7/14/15 I told my lastest supervisor, JoLynn, who said I would have to visit a back-end tech support team for assistance with that. We need to be written a ticket for it, and she never gave me one or sent me over to resolve.
10. On 7/14/15 I was told by supervisor that I would be able to have my acw waived if my doctor included that in my request for FMLA accommodations. I was then told later that this is not the case, after relaxing and was also told that I could have an accommodation for another break, but it would also be sucked from my FMLA. She told me I had "one week to WOW" her. It felt like a threat.
11. I was also told on 7/14/15 that my supervisor would find out when my FMLA resets within a couple of days because she doesn't know. It should be noted that this is the third or fourth supervisor trying to get me answers, since HR can be unresponsive to emails. As of now, I still have no answers.
12. On the weekend of the 25th and 26th of July, as per usual, our scores were delayed in telling us how we did with our ACW (After call waiting, the lower the better). On Monday, 7/27 we received the email and upon opening it, I saw my score for the 25th, which wasn't my best at 53 seconds due to having forgotten to go ready after one call due to severe fatigue. Sunday was much, much better for me (single digits better), but no where to be found in the email. I asked for an update from the sender, Supervisor Immanuel, who told me I wasn't viewing the email accurately. I double-checked, and still only saw Saturday. I replied with that and never received a response on Sunday's ACW, which will likely result in another write up if they are conveniently forgetting to count my good days over my bad.
I just don't know what to do with this situation.
My name is Amber, I've been working from home for an employer for the past three and a half years, that for the first year was absolutely phenomenal. It's not the highest paying job I've had but it has my insurance, and it was easy work for the most part - I received perfect scores for quality assessment, but during my second year, I began having symptoms and was quickly diagnosed with Multiple Sclerosis. Fatigue set in harshly, my vision blurred, my mobility suffered. I ended up in the hospital twice. When I was released from my first stay I filed for FMLA with my Neurologist and that's when things began to spiral downwards.
1. Employer would not get back to me on ANY information regarding how much time is left in my FMLA for the first year I had it.
2. There have been countless times when I would return from an intermittent FMLA break and have to take a paid 15 minute break to stay within schedule adherence. That 15 minutes was suddenly being coded as FMLA, for which I both wasn't paid, but also deducted itself from my 480 hours of allowable leave despite my being there and clocked in. It's small, but if I didn't take it, my adherence would suffer. Either way I was losing and as my second year with FMLA began, I had to firmly tell them what time I was back and start to watch my timesheet more closely. They still made the same mistake multiple times and sometimes it wasn't changed despite my pointing it out.
3. I started getting marked off on things that were never wrong before when I had quality assessments. It was a lot of nit picking on some items that were, to me, very subjective. There have also been contradicting assessments. Example., I was always told NEVER to read aloud the last four digits of the payment method as it was sensitive information, but then was marked off recently for not doing so when it was requested.
4. Two seperate answers on when my FMLA resets, management either tells me to contact HR, or gives me inaccurate information. HR is unresponsive overall.
5. I have also been told that FMLA takes from any Vacation Time I have and vice-versa, which essentially leads me to believe that as an employee, I can NOT utilize ANY vacation time without lessening my FMLA and feeling trapped. I can handle that for the most part.
6. Due to the MANDATORY extra time I am forced to sign up for and the unpredictability of my disease, I am at times feeling cornered into taking FMLA due to that requirement, despite having at first been assured that I would not be required due to this fact to sign up for extra time. My FMLA report states I can NOT work more than 8 hours a day and sometimes have a medical appointment on my days off, but am still required to work more hours.
7. My employer has recently written me up for taking too long after my calls end to try and finish notations on accounts. This is required that all agents are under 40 seconds on average for 'ACW' (After Call Waiting time for finishing notations on an account), but recently my hands are getting more easily fatigued and the stress placed on me isn't helping either by newer policies, and even more so when customers outright hang up on me. My employer makes NO accommodation despite my request and outright plea aside from at times writing up a plan to gradually pull me down to an acceptable level.
8. I was given a final written notice immediately after verbal written warning for taking too long after calls, about avoiding calls, but the system has had innumerable issues since I've been there, and while my supervisor admitted that, he also said that the issues were resolved and suddenly, I didn't have anymore dropped calls that same day. It should be noted that this supervisor (Jim) was suddenly no longer employed by Transcom less than 1 week later.
9. In 2014, there was a transition in our systems that I was a part of that directed us into a different type of platform. I specifically went from using VDesk, to Dizzion. On vDesk, calls were automatically answered and in Dizzion they were not. At times it would ring once and a second later be lost. The system later was pushed to where it was supposed to be auto-answered, but that never worked for me, and I was the ONLY one it seemed. I constantly told supervisors and they just ignored it as if it wasn't a big deal. On 7/14/15 I told my lastest supervisor, JoLynn, who said I would have to visit a back-end tech support team for assistance with that. We need to be written a ticket for it, and she never gave me one or sent me over to resolve.
10. On 7/14/15 I was told by supervisor that I would be able to have my acw waived if my doctor included that in my request for FMLA accommodations. I was then told later that this is not the case, after relaxing and was also told that I could have an accommodation for another break, but it would also be sucked from my FMLA. She told me I had "one week to WOW" her. It felt like a threat.
11. I was also told on 7/14/15 that my supervisor would find out when my FMLA resets within a couple of days because she doesn't know. It should be noted that this is the third or fourth supervisor trying to get me answers, since HR can be unresponsive to emails. As of now, I still have no answers.
12. On the weekend of the 25th and 26th of July, as per usual, our scores were delayed in telling us how we did with our ACW (After call waiting, the lower the better). On Monday, 7/27 we received the email and upon opening it, I saw my score for the 25th, which wasn't my best at 53 seconds due to having forgotten to go ready after one call due to severe fatigue. Sunday was much, much better for me (single digits better), but no where to be found in the email. I asked for an update from the sender, Supervisor Immanuel, who told me I wasn't viewing the email accurately. I double-checked, and still only saw Saturday. I replied with that and never received a response on Sunday's ACW, which will likely result in another write up if they are conveniently forgetting to count my good days over my bad.
I just don't know what to do with this situation.
No one seems to know or care to really find out. Reset being defined in the same way that yearly vacation time resets. I know it does, just not when since it was applied in April at first.
