Staff Code of Conduct

This document briefs on how members of staff, part of the Freshly team should conduct themselves when representing Freshly Shopping.

Freshly Shopping | Department of Staffing

Latest Reviewed: September 2023

Next Full Review: September 2024

Wrongful copies (including recreates or remakes) of this document may result in a permanent blacklist from our group.

This document is available for public distribution to all members of the Freshly Shopping community, including customers, but only implemented towards members of staff.

Disciplinary Guidelines

If a member of the community submits a complaint regarding a member of the staff team violating the staff conduct, the Staffing Manager along with the Internal Affairs Department will be conducting an in-depth investigation to confirm the validation of that complaint.

This investigation can involve gathering evidence, interviewing witnesses, collecting statements from involved parties, and building an understanding of the situation and the decision made by them.

During the period of this investigation, the offender will be placed under investigation until it has been appropriately investigated. During this period, they will not be allowed to partake in any Freshly Shopping related duties. After this investigation, it will be up to the Staffing Manager and the Internal Affairs department to decide the most appropriate level of punishment for that individual.

Disciplinary Appeals

If you believe that you have experienced an unjustified demotion, suspension, or termination from Freshly Shopping, you have the option to initiate an appeal process, provided you hold a Senior Management position. In case you hold a rank below Senior Management and believe you have been subjected to an unwarranted demotion, suspension, or termination without reasonable cause by a Senior Management member, you are encouraged to submit a Discord Management Report ticket.

Punishments and Criteria Levels:

Informal Warning - Issued in minor violations so that the offender can be made aware of their misconduct and need to correct their behaviour. Members of staff will be made aware of an informal warning and this will not be stored in an official record.
Formal Warning - Issued in more serious violations that require the staffing department to keep a record of this offence through a notice slip or case file. The record is usually kept on our staffing platform, Hyra. The offender will receive a disciplinary action notice slip as well as the investigator will make a case file for that individual’s actions.
Suspension - Suspensions will be issued for serious violations where the investigator believes that the offender should not partake in any Freshly Shopping related duties and think about the seriousness of their actions. A suspension may range from 1 day to a month, this discretion will be based on the investigator. When receiving a suspension, you will lose access to staff chats and roles as well as a disciplinary action notice slip and a case file to store all relevant evidence and slip.
Demotion - Demotions will be used when the investigator believes that the member is unable to uphold competency in their current duties and should be dropped down to a lower rank which is more suitable for their level of performance.
Termination of Employment - This will be the most serious action for serious violations. This action will most likely be applied when the investigator believes that the offender is unlikely to change their behaviour or that their actions have a negative reflection on the reputation of the group. The investigator will issue the offender with a disciplinary action slip, a case file and a demotion to the Customer. If a member has been terminated, they cannot re-apply to any department for a minimum term of 4 weeks.

If an offender repeats their offences and continues to disobey the set rules prescribed to them, termination will be highly likely as this will show they don’t want to change their behaviour but bring the group's reputation down.

All disciplinary actions and investigations will be concluded if the incident is believed to be related to Freshly Shopping and not any other groups.

Investigations will only be conducted by the Internal Affairs Department and our Staffing Manager but the outcome of that investigation will liaise with the offender’s department leader.

Due to the confidentiality agreement, management teams will not be sharing the outcome of an investigation with anyone other than themselves, unless we find it necessary to share specific details. Certain members of the management team relating to that investigation and the offender itself. Meaning that if you file a complaint we will be investigating it but you will not be receiving the outcome of that investigation from us.

All complaints can be filed through our Support Tickets on our Discord server.

Professionalism Expectations

Professionalism is described as ‘the conduct, aims, or qualities that characterise or mark a profession or a professional person’.

Here at Freshly Shopping, we expect a high level of professionalism from all members of our staff team as we would like to give a positive first impression to all our customers with amazing service.

Shift Professionalism Expectations:

During shifts, staff members are expected to listen to and obey any instructions given by a member of the management team (Team Leader+) at all times.
The usage of good standard English grammar is required at all times.
Staff members are expected to act maturely at all times.
The correct professional attire found in the Uniform Regulations policy of this document is required to be followed at all times.
Keeping roleplay as realistic as possible for a retail shopping environment.
No types of abuse involving a member’s tools, admins, power or verbal.
Providing good service with Competence, Knowledge, Conscientiousness, Integrity, Respect, Emotional Intelligence, Appropriateness, and Confidence.
Confident in asking for help from colleagues or senior staff members when unsure of what to do or have any questions.
Treating everyone with equality, respect, good communication & listening skills as well as exceptional customer service.
Abiding by all rules within Roblox Terms of Service.

Discord Professionalism Expectations:

Staff members are still expected to listen to and obey any instructions given by a member of the management team (Team Leader+) at all times.
Management members are expected to not abuse their powers at any given time.

All communications sent within the spotlight of the public when representing Freshly Shopping:

Does not require grammar but is advised when dealing with a professional situation.
Defaming negative talk of other retail groups is strictly frowned upon.
Not publicly arguing with customers or other members of staff, but if a situation escalates, involve a member of the management team in it immediately.
Following all server rules and the Discord Terms of Service.

All communications sent within staff-only communications channels:

Should not ‘leak’ the chats to a member out of the communication channel bubbles.
Be arguing with other members of staff in those chat rooms but take the matter privately and involve management if need be.
Not be calling out other members of staff making them feel harassed, bullied or threatened at any time.
Following all server rules and Discord Terms of Service.

Other Pressionalism Expectations:

During group-affiliated events such as partnership meetings, events, or any other matter where representing Freshly Shopping. All professionalism standards listed above should still be followed where appropriate. Any questions can be clarified with the active staffing manager.

Health & Safety Expectations

Members of staff carry out a duty of care to ensure the safety of customers is being met while shopping within our buildings.
Staff members must look out for any hazards that can harm themselves, their colleagues or a customer which then should be immediately reported to the appropriate person (security, store manager, staffing manager, etc) using their discretion of judgment.
Store Managers are expected to ensure that all appropriate tests and administrative work relating to health and safety are up-to-date before their deadline. Anything out of the ordinary must be immediately reported to executive management.
Members of staff must act as per training in safety protocols during the rare event of a safety procedure being activated

Fire Procedures

All staff are expected to follow the following standard fire safety procedures.

If you discover, smell, see or suspect a fire, operate the fire alarm using the nearest available call point. Leave the room, shut the door behind you, and evacuate using the nearest fire exit. Proceed to the fire assembly point outside, in the trolley area car park. Do not stop to collect any personal belongings and do not re-enter the building until you have been informed by the fire services that you may re-enter the building.

Customers, trainees, store colleagues and store security are to evacuate the store immediately. Store colleagues and store security may assist customers and trainees outside of the store.

All Management excluding senior and executive management is to follow the same regulations as security unless told otherwise.

Once all customers have evacuated, the shift host should go with another member of senior or executive management and go to the locked office next to the development office and staff uniform room and equip a fire marshall vest. Next, both fire marshalls should check the location of the fire alarm activation, as shown on the panel. If the fire is found, the host and helper should give themselves a fire extinguisher tool and use it, pointing the water towards the fire. This will take the fire out without using admin BTOOLS.

The shift host is to do a check of the store with another member of senior or executive management, they can confirm the store is clear and the fire alarm incident has been dealt with.

Fire alarm roleplays can only be approved by executive management.

Uniform Regulations

All staff members are expected to present themselves in professional attire with their correct ranked uniform & lanyard. This can be found within the locker room, located in the staff area.

Staff members are strictly prohibited from wearing unrealistic workplace items such as the following:

Unrealistic accessories (other than face covering) such as costumes and/or facial features that breach the realism attire of your character.

If unsure if your attire is realistic or not, contact a member of the management team (Team Leader+) to receive approval of your attire.

Please note:

If a member of the management team (Team Leader+) requests you to change your attire, you should act upon that with no restraining or questioning.
Members of Management with the exception of Executive Management should wear the Management uniform and Lanyard with the Vocovo.

Activity

Members of staff have no dedicated quota to complete.
Members of the Management Team (Team Leaders) will be expected to do 2 shifts and 2 training or 2 trainings and 1 shift per week.
Members of Senior Management must complete 180 Ingame minutes as their quota.
If a member of management cannot work during a specific time period then they must fill out the LOA request via our staffing platform, Hyra. This will be accepted by the Staffing Manager or anyone above that position. Members of staff are not required to fill this out.

Staffing Website

In order to track your activity, warnings, and time off, we use a service called Hyra. In order to continue your contract here at Freshly Shopping, you should sign up for Hyra and join the workspace. This will allow you to track the features mentioned above. To sign up, simply head to https://app.hyra.io/ (opens in a new tab), sign in with your Discord in order to link it to your account, and you’re done. You should be added to the workspace. If you require any support, please open a ticket or contact Sebi, the Executive Assistant.

Transfers & Resignations

If wishing to transfer from one department to another, you must speak with the Staffing Manager who will then decide to either approve or disapprove the transfer as well as liaise with both department’s leaders on so.

There is no waiting period if you choose to resign. You will be ranked immediately.

All resignation notices should be spoken through with the Staffing Manager, when wanting to resign you must:

Provide notice of your resignation.
If you wish to revoke your notice, you must then re-communicate with the Staffing Manager if you are Junior Management or below. If you are Senior Management or higher, you must contact Executive Management. You have 24 hours after your resignation to do this.
Understand that you will not be allowed to reapply to any management departments of Freshly Shopping for 2 weeks from your resignation date.

Confidentiality Agreement

All members of staff who have worked at Freshly Shopping currently or previously are required to agree not to disclose any confidential information out of that confidentiality bubble.

Examples of confidential information are:

All relevant documents that are created for the use of Freshly Shopping.
Chat messages of a certain channel with a member who is not able to see that channel.
Staff-related codes such as check-out codes, safety alarms, fire alarms etc.
Sharing information regarding someone to an individual that information is not relevant to them and not involving them.
Confidentiality Bubbles refers to that within the given communication setting information can be shared through those people but they must then not share it with anybody external to the bubble. For example, information within the management chat can be shared with the people there, but a member from the management chat cannot go and share that information with a security officer.
After your unemployment, if you had gained any information through your employment that can be classified as confidential still should be treated as confidential even after your employment has ended, failure to follow this will result in a blacklist from the community.

Competitor Establishments

When becoming management here at Freshly Shopping, we have a policy put in place regarding working at competitor establishments. You are only permitted to be a member of management in another Ro-Store. You are not permitted to be a member of management at any other competitor establishment under any circumstances if you're already a member of management in one of our competitor establishments. This is to help improve the activity of our management and staff. Subject to change. This only involves management.

Conclusion

All members of staff are expected to follow all rules and procedures set forth in this document to ensure that they are conducting themselves in a professional manner for the workplace. If you see any violations or breaches of this set-out code of conduct, we strongly encourage you to write a complaint report through the Discord Ticketing system that allows you to report a member of staff. If even unsure if the individual does not meet the offences criteria, we still suggest you write a complaint and then the investigator will conduct an investigation to ensure its validity. Our aim is to ensure that everyone at Freshly Shopping is being welcomed, safe, and treated in a kind professional manner at all times.

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