VA Team Operations Policy Handbook

Section 1 — Time Off Policies

1.1 PTO — Annual Grant (Anniversary Top-Up)

PTO is not accrued monthly. Instead, it is granted in a lump sum based on tenure milestones. The maximum cap is 9 days.

How It Works

• Year 1: 3 days are granted after 90 days of employment — not at the one-year anniversary.
• Year 2 onward: PTO is granted on your work anniversary based on your tenure tier.
• Unused days do NOT roll over. Any remaining balance expires the day before your next anniversary.
• On your anniversary, your balance resets to that year's full entitlement (6 or 9 days).
• No advanced PTO days — you may only use days that have been granted.
• No cash-out of unused PTO at any time.
• All PTO scheduling requires manager (Dalton) approval and coverage planning.

Reminder Workflow

Cristhiam will send an automated reminder 30 days before each VA's anniversary:

PTO Examples

• Example 1 — Year 2 VA with 6 days: Used 4 days. 2 days expire the day before their anniversary. On anniversary, balance resets to 6 for the new year.
• Example 2 — New VA in Year 1: Starts with 0 days. At 90 days of employment, receives 3 days. At their Year 2 anniversary, any unused days expire and balance resets to 6.
• Example 3 — Year 3+ VA with 9 days: Used 0 days all year. All 9 expire. Balance resets to 9 on anniversary.

1.2 Sick Days — Annual Flat Grant

Sick days are kept completely separate from PTO so that VAs are never penalized for being unwell. Like PTO, sick days are granted as a flat annual amount — not accrued monthly.

How Sick Days Work

Sick days do not roll over. Any unused sick days expire on the day before your annual anniversary.

• There is no cash-out for unused sick days; they have no monetary value.
• Sick days cannot be used as extra PTO or vacation days.

For mild illnesses that do not require extended time off, team members may use sick days without them being deducted from their personal PTO. Human Resources will review these instances on a case-by-case basis to ensure fair treatment and will consider not charging personal PTO for such absences.

Calling Out Sick

If you need to use a sick day, the process is straightforward:

• Notify your direct manager, Cristhiam, and Dalton as early as possible — ideally before your shift begins.
• A brief message is all that is required. You do not need to explain your medical situation in detail.
• Cristhiam will log the sick day and update your balance.

1.3 Company Holidays

All VAs are entitled to the following paid holidays each calendar year. Because our team spans multiple time zones, holidays are observed on the actual calendar date in your local time zone — not Eastern Standard Time.

Time Zone Policy

We are a globally distributed team. All company holidays are observed on the actual calendar date where you are located. You are not required to align to Eastern Standard Time for holiday observance.

• Example: If you are based in the Philippines, Christmas Day is December 25 Philippine Standard Time — not December 25 EST.
• Your local date at the start of your shift determines whether a holiday applies.

Personal / Religious Holiday

Each VA is entitled to one additional paid day off per calendar year to observe a personal or religious holiday of their choosing. This reflects our respect for the diverse backgrounds and traditions across our team.

• The holiday must be declared in advance — notify your direct manager, Cristhiam, and Dalton with the date and a brief description (e.g. Eid al-Fitr, Diwali, a cultural observance).
• No approval needed for the holiday itself, but advance notice is required for coverage planning.
• Unused personal holiday days do not roll over to the next calendar year.

Notifying the Team — For All Holidays — Required Notification

• Notify your direct manager, Cristhiam, and Dalton as early as possible before your holiday.
• For the personal/religious holiday, include the date and name of the observance.
• Holiday days are paid and do not draw from your PTO or sick day balance.
• Coverage must be arranged in advance — do not go dark without notifying the team.

1.4 Bereavement Leave

We understand that losing a loved one is an incredibly difficult experience. We provide the following support:

Requesting bereavement leave is simple: notify your direct manager, Cristhiam, and Dalton directly. You do not need to have accrued PTO to be eligible for this benefit.

Section 2 — Monitoring & Tool Integrity

2.1 Full-Time Commitment Standard

This is a full-time, 40-hour-per-week position that requires your exclusive professional dedication during working hours. We reserve the right to terminate employment if it is determined that time designated for this role is being used to perform work for another company.

2.2 Worksnaps & Activity Tracking

Worksnaps is our primary activity monitoring tool. All time worked must be captured accurately. The integrity of this data is fundamental to fair billing and team trust.

• Work only from your primary device when possible.
• If using multiple computers, Worksnaps must be active on ALL devices simultaneously. Working on a secondary device without tracking is considered off-the-clock work and a policy violation.
• If you notice a glitch or low-activity flag due to a technical error, proactively alert your manager immediately. Proactive communication is always the right call.

2.3 Zero-Tolerance: Unauthorized Tools

2.4 The Audit Process

Monthly Review

• Management reviews Worksnaps Support reports and conducts manual audits throughout each month.
• Before any escalation, Dalton and the direct manager review data internally to determine if a performance feedback session is warranted.
• This internal review only occurs if there is suspected misconduct or a lack of response from the team member.

If You Are Flagged

We value honesty above all. If flagged for an activity concern:

• Own the mistake. Transparency allows for a path forward; evasion does not.
• A conversation will be scheduled — approach it with honesty.
• Mistakes are fixable. Concealment is a breach of trust that has no path forward.

Section 3 — Scheduling & Flexibility

3.1 Standard Schedule

Our standard working hours are 9 AM – 6 PM EST, Monday through Friday. All VAs are expected to be active and available during these hours unless an approved arrangement is in place.

3.2 Requesting Schedule Changes

• One-off changes: Submit your request to your direct manager in advance. Flexibility is available for genuine personal needs.
• Emergencies or illness: Notify your manager as soon as possible. Do not go dark — a quick message is all that is needed to start coordinating coverage.
• Recurring schedule changes: Discuss with your direct manager and get formal written approval before changing your working hours.

Section 4 — Open Communication (The No-Conceal Policy)

4.1 Why Communication Matters

Our team operates across time zones in a fully virtual environment. Proactive communication is our greatest operational asset. We cannot support what we cannot see.

We expect all team members to maintain open lines of communication regarding:

• Technical Issues — internet outages, hardware failure, software glitches
• Personal Emergencies — illness, family matters, or sudden absences
• Project Roadblocks — conflicting instructions, missing data, or tasks where you are stuck

4.2 The "Do Not Conceal" Rule

The standard is simple: when something happens, say something. Early communication gives us the ability to help. Late or no communication takes that ability away.

Section 5 — Hardware & Device Compliance

5.1 Device Setup

• Primary Device: It is strongly recommended to work from a single device for efficiency and accurate tracking.
• Dual Computer Use: Permitted only if Worksnaps is active on both devices simultaneously at all times.
• Secondary Device Without Tracking: Classified as off-the-clock work and a policy violation.

5.2 Technical Malfunctions

Worksnaps is not perfect. Technical issues happen. The standard response is always proactive communication:

• Notice a glitch? Alert Cristhiam and your manager immediately — before it appears in a report.
• Have an internet outage? Message your manager via phone or alternate means as soon as possible.
• Experience a hardware failure? Notify your direct manager and document the issue.