How We Handle Undertime and What Clients Can Expect

Overview:

DCX team members are scheduled for a 9 hour shift, which includes a one hour lunch break and two 15 minute breaks.

Undertime refers to unexpected time away during a scheduled shift that is not planned in advance. DCX is committed to transparency and proactive communication whenever undertime occurs.

When a Team Member is Undertime:

As soon as a team member anticipates or experiences undertime, they are required to notify their team lead as soon as possible. The team lead will then inform the client’s designated points of contact so appropriate coverage or adjustments can be planned.

Client Communication & What You'll Receive:

The team lead will communicate key details, including:

The reason for the undertime (e.g., illness, outage, technical issue)
When the undertime began and the anticipated return time, if known
How the missed time will be addressed or recovered
Continued updates throughout the duration of undertime.

Options for Recovering Missed Time:

Depending on the situation and client preference, missed time may be handled through one or more of the following options:

Extending the team member’s shift to make up the missed time
Using accrued leave credits
Taking the time as unpaid
Adjusting or utilizing break time when appropriate
Client approval for temporary use of a personal device, when appropriate and feasible (must follow DCX guidelines for approval)
The team member can relocate to the DCX Community Center, depending on their location and feasibility.

We encourage flexibility where possible to allow team members to recover time while minimizing disruption and supporting service continuity.