clothing or shoes that are prohibited if they present a safety hazard, if they do not promote a professional image, or may be determined to be offensive to members of the public.
Customer Service Anyone using our services are customers and they should be treated as welcome guests. The VOP expects employees to show courtesy and respect for all citizens, visitors, guests and co-workers. Employees are expected to demonstrate the following customer service skills using the RELATE method:
R ecognize the concern E mpathize with the customer
• • • • • •
L isten to the customer’s concern without interrupting
A pologize sincerely to the customer
T hank the customer for bringing the concern forward
E xplain to the customer how the concern will be resolved The Village expects all staff to treat customers as the most important part of their job and treat them as you want to be treated. Promptly respond to phone calls and email messages. Always make eye contact, smile and be friendly. Negative comments should never be made in a public setting or where customers can hear. Personal Communications Employees should limit use of Village-owned phones (desk phones and cell phones) for personal business. Excessive personal calls, personal texts, other personal messages or calls related to secondary employment during Village work may result in corrective action. Change of Personal Status You must notify Human Resources within 30 days of any change in your name, address, phone number, marital status, beneficiary(ies), number of dependents, etc. Such information is of vital importance to payroll, Human Resources records and employee benefits. Absenteeism and Tardiness You can expect to assume responsibility for your attendance and promptness. Recognizing, however, that illness and injuries may occur, the VOP has established sick leave to compensate employees for certain time lost for legitimate medical reasons, including time off to secure necessary treatment for a serious illness or disability. These benefits, as well as guidelines relating to leaves of absence, are described later in this Handbook. Excessive absenteeism and tardiness may result in corrective action, up to and including termination. Employees, unless physically unable to text or make a telephone call, are required to provide notice, to their supervisor, or the supervisor’s designee, if they are unable to work their scheduled shift. Notice must be given for every scheduled workday or shift from which you will be absent unless you are on an approved leave of absence. Three consecutively scheduled shifts of “no-call, no-show” absence will be considered a voluntary resignation. Refer to the Absenteeism and Tardiness Policy for additional details.
Village of Pinehurst Employee Handbook – Updated January 2025
20|Page
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