Common use of Front Desk Clause in Contracts

Front Desk. Call Center, describing the customer service responsibilities of call center and front desk headquarters staff. The SOPs were all in draft form. The dates of issuance, effective dates, review dates, and revision dates were all blank, indicating that the SOPs were not formally implemented. There are currently five formal Youth Services SOPs published on the DOES Intranet site (last modified on August 8, 2014) and only two are related to MBSYEP. DOES did not provide any written policies or procedures on how staff should conduct the youth enrollment process, evaluate host employer applications, or assign youth to worksites.17 When the online MBSYEP application system opens, youths are advised (online and through their MBSYEP portals, which are established when the electronic application is submitted and accepted), that they must attend a certification event, during which they must submit all required documents to be determined eligible for the program. On its website, DOES also provides a certification event calendar, eligibility document checklist, parental consent form, and list of important dates. In addition, after applicants are certified as eligible, they are advised through their portals that they must attend an orientation session prior to being offered a position. While these activities are necessary and important, they focus on guidance for youth participants and do not provide internal guidance for DOES staff. When asked to provide written procedures for granting and terminating staff access to People First, the management information system that supports MBSYEP operations, DOES submitted flowcharts indicating that granting and terminating access is done via an email request from a program manager to DOES’ Office of Information Technology (OIT). However, this informal process is not fully compliant with DOES Policy Number DOES-SEC-001, Access Control Policy (revised September 2, 2014), which is available on the DOES Intranet site. This matter is addressed in more detail in subsequent sections of the report concerning information technology. In response to ▇▇▇▇’s request for copies of online registration and online payroll processing systems manuals, OIT officials stated there were none. When asked how DOES employees learn to operate these components of People First, OIT officials responded that employees learn on the job. In the absence of a payroll processing systems manual, OIT provided two two-page documents, a “Project Empowerment Time Management System Time Entry Quick Guide” and a “Project Empowerment Time Management System Payroll Resolution Submission Quick Guide.” Although these guides are used by the MBSYEP, they were created for the Project Empowerment Program and the contact listed on the payroll resolution guide works for that program.18