Let’s do this!

The Alorica U.S. Employee Handbook

Effective 2017
A little honesty here.

We’re different
than most places
you’ve worked.

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It’s not just a job to us,
it’s an opportunity to do
something pretty amazing,
and love every minute doing it.

So, what do you say?

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Together,
let’s change the game,
rock the boat,
surprise the naysayers,
uplift the spirits,
engage the audience…
and repeat!
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 TABLE OF CONTENTS

Welcome to Alorica . . . . . . . . . . 6 Health Care Regulatory Jury Duty . . . . . . . . . . . . . . . . . . . 52 Safety . . . . . . . . . . . . . . . . . . . . . . 82

Compliance Policy . . . . . . . . . . . 35
Military Leave. . . . . . . . . . . . . . . . 52 Solicitation . . . . . . . . . . . . . . . . . . 85
Lactation Policy. . . . . . . . . . . . . . 36
The Legal-ish Part Paid Time Off (PTO) Standards of Conduct . . . . . . . . 86
(Employment Policies). . . . . . . 16 Separation of Employment . . . . 38 and Holidays . . . . . . . . . . . . . . . . 53
Substance Abuse Policy . . . . . . 89
Affirmative Action and Tuition Reimbursement . . . . . . . 53
Tobacco Use . . . . . . . . . . . . . . . . 95
Equal Opportunity . . . . . . . . . . . . 17
Everyone’s Favorite Part Workers’ Compensation . . . . . . 54
Visitors . . . . . . . . . . . . . . . . . . . . . 95
Career Opportunities . . . . . . . . . . 18 (Payroll And Work Schedules). . 39
Weapons Possession . . . . . . . . . 95
Communications and Breaks and Work Time . . . . . . . 40
Time Off For More
Media Policy . . . . . . . . . . . . . . . . . 19 Workplace Violence . . . . . . . . . . 95
Employee Approval Important Things
Corrective Action . . . . . . . . . . . . . 21 of Timesheets. . . . . . . . . . . . . . . . 42 (Leave of Absence Policies). . . 55
Employee Arrests/ Fair Labor Standards Act California Pregnancy Disability Where We Get All Technical
Convictions. . . . . . . . . . . . . . . . . . 22 Employee Classifications . . . . . . 43 Leave (PDL) . . . . . . . . . . . . . . . . . 56 (Workplace Technology). . . . . 97
Employees with Disabilities . . . 23 Pay and Payroll Overview . . . . . 43 California Family Rights Act Communication Monitoring . . . 98
Employment Classifications . . . 24 (CFRA) . . . . . . . . . . . . . . . . . . . . . 56 Computer Network Use Limitations
Overtime . . . . . . . . . . . . . . . . . . . . 43
Family and Medical Leave Act –Prohibited Activities . . . . . . . . . 99
Employment of Pay Distribution . . . . . . . . . . . . . 44
Family Members . . . . . . . . . . . . . 24 (FMLA) and Military Leave . . . . 56 Computer Software and
Pay Period . . . . . . . . . . . . . . . . . . 44
Personal Leave . . . . . . . . . . . . . . 62 Computer Crime . . . . . . . . . . . . . 99
Employment Records . . . . . . . . 25
Payroll Deductions . . . . . . . . . . . 44
Reinstatement from Leave . . . . 63 Passwords . . . . . . . . . . . . . . . . . . 101
Employment Verification . . . . . 26
Exempt Employee
Return to Work from Leave . . . 63 Permitted Use of Internet and
Harassment and Deductions . . . . . . . . . . . . . . . . . . 45
Company Technology . . . . . . . . 101
Discrimination . . . . . . . . . . . . . . . 27
Payroll Garnishments . . . . . . . . . 46
Personal Cell Phones and Other
Human Trafficking . . . . . . . . . . . . 31 Your Side Of The Deal
Pay Transparency . . . . . . . . . . . . 46 Equipment . . . . . . . . . . . . . . . . . 102
Immigration Law Compliance. . . 31 (Employee Responsibilities) . . 64
Work Hours . . . . . . . . . . . . . . . . . 47 Social Media. . . . . . . . . . . . . . . . 103
Non-Scheduled Closings . . . . . . . 31 Attendance . . . . . . . . . . . . . . . . . 65
Work Schedules . . . . . . . . . . . . . 47 Virus Detection . . . . . . . . . . . . . 108
Open Door/ Business Ethics . . . . . . . . . . . . . . 66
Communications Policy . . . . . . . 32 Clean Workstation . . . . . . . . . . . 78
Perks Handy Links, Numbers
Property Agreement/ Confidentiality . . . . . . . . . . . . . . . 79
(Employment Benefits) . . . . . . 48 & Resources . . . . . . . . . . . . . . . 109
Headsets. . . . . . . . . . . . . . . . . . . . 32
Dress Code. . . . . . . . . . . . . . . . . . 80
401(k) Retirement Plan . . . . . . . 49
Expense Reimbursement . . . . . 33
Food and Beverages . . . . . . . . . . 81
Funeral/Bereavement Leave. . . 50
Rehire Eligibility. . . . . . . . . . . . . . 33
Identification Badges . . . . . . . . . 82
Health Insurance
Reinstatement Eligibility . . . . . . 34
Coverage/Savings . . . . . . . . . . . 57
Religious Accommodation . . . . 34

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Welcome to Alorica.
Let’s do this!
We don’t blame you if you’re a little nervous. Starting a new
job is huge! But worry not—you’re part of the Alorica family
now, and we’re here to support you as you learn the ropes
and beyond. You wouldn’t be here if we didn’t believe in your
awesomeness, because as you may have heard, at Alorica we
live to create insanely great customer experiences—and that
starts with inspiring, passionate people like you. What else
makes us unique?

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Call us crazy, but we think serving
customers is awesome.
We believe that creating consistently satisfied customers is
not just our goal, it’s the only acceptable outcome. It’s why
we deliver dazzling, uber-connected experiences 24/7 for
the world’s greatest brands.

So what’s the secret sauce?

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 Passion
Saying it with feeling to solve it for
good. It takes doing everything with
conviction and a constant eagerness
to help others and solve problems.
It’s what you do when you were born
to challenge the status quo. It’s why
you find the brightest, most spirited
people and find ways to unleash
their inner superhero.

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 Performance
Up, up, up—higher and better we go.
Each of us has the potential to rise
to the next level and deliver results.
Bring your A-Game. Shoot! Score!
Celebrate! It’s why we set out to
inspire people to give it their all—on
a global scale—from empowering
work-at-home reps to the analytics
that spur continuous improvement.

Go big or go home.

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 Possibilities
Breaking down barriers to liberate
outcomes. Challenge the status
quo, inspire creative thinking, and
generate innovative solutions. We
started with just a clean sheet of
paper and an entrepreneurial spirit,
believing the sky is the limit. That’s
how you realign what the world
thinks is possible. So you chip away
at the expected ways—until you can
blow them away.

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 Combine passionate people with
powerful solutions and the possibilities
are limitless. That’s how our company
became a world leader, and how you’ll
become one too. Joining together
with fellow Aloricans in the common
pursuit to deliver insanely great
customer experiences.

But the job’s not done. In many ways,

we’ve just begun. And that’s where
you come in. You’re about to help us all
make lives better… one interaction at
a time.

Pretty exciting stuff, wouldn’t you say?

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EMPLOYEE
HANDBOOK 101
Smartphone down, ears up.
Class is in session.

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 EMPLOYEE HANDBOOK 101

Yes, while this may be a bit drier than what you’re used to,
please try and pay attention. Our Executive and Human
Resources teams worked really hard to give you everything
you need to be successful here.

(Plus, there may or may not be a quiz at the end.)

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 EMPLOYEE HANDBOOK 101

Welcome to Alorica, be tempted to add telepathy to our many awesome

Sometimes referred to as (“the Company”) in this services. So any lingering questions regarding
document. We believe the success of our business is Alorica’s policies or procedures should be referred to
largely due to the quality of its employees (that’s you), Human Resources or a supervisor. Employment with
and the development of each employee’s Alorica is “at-will.” Alorica or its employees are free
potential. Because the quality of our employees is to terminate the employment relationship at any time,
the key to our success, we carefully select our new with or without cause or advance notice for any
employees, so if you’re reading this now, pat yourself reason not prohibited by law. This “at-will” relationship
on the back for being carefully selected! In turn, we cannot be modified, except by a valid employment
expect employees to contribute to the success of the contract or a written agreement signed by the
Company and its continued growth in the industry. President of the Company. The policies in this
handbook and benefit plan documents are not
This handbook applies to all employees of Alorica, Inc. intended to create a contract for employment and
(“Alorica”) in the United States, including Alorica do not guarantee the continuation of benefits or
subsidiaries and affiliated entities (the “Company”). employment. This handbook contains the policies
As an employee, it is your responsibility to read and and practices in effect at the time of publication.
comply with the policies in this Handbook. If you have All previously issued handbooks and any prior
any questions or need additional information, please inconsistent policy or benefit statements or
ask a member of management or your site Human memoranda are superseded by this document.
Resources Representative for assistance.

This handbook is designed to familiarize you with our

major policies and highlight Alorica’s practices and
benefits. It cannot address every question you may
have about your employment—if it did, we might just

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 EMPLOYEE HANDBOOK 101

Because Alorica is an evolving organization,

circumstances will require policies, practices, and
benefits described in the handbook to change from
time to time. As allowed by applicable law, the
Company reserves the right to amend, supplement,
rescind, or make exceptions to any provision of this
handbook and/or any other Company policy at any
time, as it deems appropriate at its sole discretion.
In the event of a conflict between the policies in this
handbook and any applicable law, the governing law
applies. The handbook is Company property for
internal use only. So please, no posting, sharing or
spoken word readings from this handbook at your
next open mic night. You’ll have to come up with
your own material.

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THE LEGAL-ISH PART
EMPLOYMENT POLICIES
They’re not just the law,
they’re how we roll here.

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 EMPLOYMENT POLICIES

Affirmative Action and Equal Opportunity

An honest appraisal. Respect at all times. These are deeply held core 
beliefs here at Alorica. 
Alorica is a federal contractor/subcontractor, meaning we are a company
that does business with the federal government. Alorica supports the
government’s requirement to take affirmative action to make sure that
applicants and employees are not treated differently due to race, color,
religion, sex, national origin, age, marital status, veteran status, sexual
orientation, condition of mental or physical disability, genetic information,
gender identity, including status as a transgender or transsexual individual,
pregnancy and/or sexual orientation. Seriously, we walk the talk on this.

It is the policy of Alorica to provide attractive and rewarding employment.

Our recruitment and personnel policies are administered on the basis of
merit, regardless of race, color, religion, sex, national origin, age, marital
status, veteran status, condition of mental or physical disability, genetic
information, gender identity, pregnancy, sexual orientation or any other
factor not related to job requirements and sound business practice.
Employment decisions will be made on the basis of each applicant’s
qualifications, experience and abilities.

The continuous development of an inclusive work environment yields great

returns, not just in our organizational effectiveness and efficiency, but also
to Alorica’s bottom line. We take affirmative action to employ and advance
employment of all persons.

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 EMPLOYMENT POLICIES

A solid affirmative action program strengthens the Career Opportunities

workforce with a greater breadth of talent and Come for the job. Stay for the career.
viewpoints within Alorica. Additionally, it provides Hey, we want you to work here as long as it makes
us with hiring practices and strategies, improved sense for both of us. We pride ourselves in making
community relations and allows us to compete for sure ambition and dedication are acknowledged. It’s
federal government contracts. our goal to help you develop a life-long career with
Alorica, so go ahead and check out the job openings
Equal Opportunity Employment posted on the Company Intranet and on Company
Alorica wants to employ the best-qualified bulletin boards as often as you want.
individuals for each position. Alorica promotes
equal opportunity employment to all employees and As a general rule, employees are required to remain
applicants regardless of race, religion, color, sex, age, in a position a minimum of six (6) months before
national origin or ancestry, marital status, sexual being eligible for promotion or transfer to another
orientation, gender identity, including status as a department. An employee on any active corrective
transgender or transsexual individual, disability, action (see page 21 for a description of corrective
veteran status, pregnancy, genetic information, action) may not be considered for promotion
medical status, or any other basis protected by or transfer.
federal, state or local law, ordinance or regulation.
The objective of this policy is to ensure that
individuals are treated consistently and according to
the law throughout the employment process at
Alorica. This policy applies to all aspects of the
employment relationship, such as recruitment, hiring,
training, promotion, compensation, benefits, transfer,
discipline, lay-off and dismissal.

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 EMPLOYMENT POLICIES

Communications and Media Policy

(Sorry, your 15 minutes of fame won’t be during
work hours.)
Policy Purpose: Maybe you wanted to be a reporter,
or a spokesperson, or even a member of the
paparazzi, but that’s not why we hired you. There are
lots of reasons why a company must require that
employees follow the corporate media policy. Alorica
has put in place the following Communications &
Media Policy in order to make sure (1) that clear and
factual information is given to the public on behalf of
the Company, (2) that you or any other employee of
Alorica are not victims of inaccurate reporting, and
(3) to make sure that any privacy and confidentiality
concerns of both you and our clients are protected.

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 EMPLOYMENT POLICIES

Internal and External Communications: If a local newspaper wants to interview you about
Communication on behalf of Alorica and any of its Alorica—sorry, but no. If TMZ hits you up for the latest
affiliates is restricted to Corporate Human Resources, Alorica buzz—uh uh, not allowed. If Oprah wants to have
you on her show to discuss all the awesomeness of the
the Company’s Executive Management, Corporate
company—well that would be sweet, but still, no.
Communications or VP of Marketing. This policy
Only the Company and the people assigned to speak for
applies to any kind of Company communications
Alorica are allowed to do so. And yeah, it’s a pretty
and announcements, including, but not limited to, important rule. Sorry, Oprah fans.
email, posts, tweets and verbal communications
made internally or externally. The Press and Other Media:
Only specifically authorized people (Corporate HR,
This means all communications of any kind made on
Company Executive Management, and the VP of
behalf of the Company with members of the media
Corporate Communications) can do interviews on
or any other external party (including interviews,
behalf of Alorica with the press. In other words, if you
answering any questions, providing quotes to be used
do not know whether or not you can speak to the
in printed form, giving access to our facilities to the
media on behalf of the Company, then you should
media, etc.) may only be done with the expressed
not—meaning that swanky new shirt will have to be
prior consent of Corporate HR, the Company’s
saved for another occasion. Every once in a while, a
Executive Management, or the VP of Corporate
member of the Local Management team may be given
Communications or VP of Marketing. This policy
authorization from Corporate HR, the Company
applies across the board to all Alorica employees,
Executive Management, or the VP of Corporate
including our agents and Site Directors.
Communications to communicate with the press on
Alorica’s behalf. Discussions about the identity of the
Company’s clients, their services, or other client
information may be in violation of confidentiality
obligations to the Company as an employee and may
be grounds for dismissal.
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 EMPLOYMENT POLICIES

What Should You Do If Contacted? Corrective Action

If contacted, questioned, or requested for an We’ve all been in situations where a good thing goes
interview by anyone from the media (press) bad. Alorica wants to provide a productive work
regarding Alorica, including either by phone, by environment for you, to encourage the maximum in
email or in person: human relations skills, and to take consistent and
positive steps to resolve attendance, conduct, or
• Respond, “no comment.” (Here is your official
performance concerns. So, Alorica has established
chance to say that!)
policies to help you, and all employees, work
• Tell your immediate supervisor, Human Resources
efficiently and help correct any work-related
contact, and Site Director about the request.
problems. Naturally, let’s hope we never get to any
• Tell the person to contact the Director of Public
of them.
Relations for all media inquiries.
In cases where an employee doesn’t follow the
This policy should not be interpreted to interfere with
policies or meet job requirements, the employee will
your rights to discuss terms and conditions of your
be issued a corrective action notice. The corrective
employment as provided under the National Labor
action notice may be a Step I – Verbal Warning;
Relations Act.
Step II – Written Warning; Step III – Final Written
Warning (Probation); or Step IV – Involuntary
Termination. Management may, at their discretion,
elect not to proceed through any or all steps in the
corrective action procedure as some breaches of
policy may warrant more advanced applications up
to and including immediate termination.

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 EMPLOYMENT POLICIES

Corrective action may begin at any step appropriate

to the seriousness of the offense. Nothing in this
Corrective Action plan alters or restricts the
at-will employment relationship described earlier in
this handbook.

Employee Arrests or Convictions

Gotta be honest: All employment offers are subject to
the successful completion of a background screen. All
existing employees are responsible for reporting any
arrests, charges, or convictions to Human Resources
within five (5) calendar days. Because of the nature of
our business, the public and internal impact of illegal
activities, including illegal conduct outside of work,
may result in an employee’s reassignment or
corrective action up to and including termination.
Not all arrests or convictions will disqualify an
applicant or employee, however, the failure to report
any arrests, charges, or convictions may result in
corrective action up to and including termination.

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 EMPLOYMENT POLICIES

Employees with Disabilities 1. A description of the accommodation you

Alorica values its diverse workforce and strives to are requesting;
help all of its employees reach their maximum 2. The reason you need the accommodation;
potential. In keeping with this standard, Alorica 3. A brief explanation of how the requested
complies with all requirements under applicable accommodation will help you to mitigate the
federal, state, and local laws to provide reasonable effects of your disability and help you to
accommodation to allow qualified individuals with perform your job; and
disabilities to apply for and perform their jobs. 4. Any additional information about your disability
Unless an undue hardship results, Alorica will provide and the request that will be useful in evaluating
reasonable accommodations upon request from or your request. This includes, but is not limited to,
on behalf of an individual with a disability. Employees documentation from your healthcare provider
requesting a reasonable accommodation should be concerning your disability and its impact on your
directed to Human Resources to begin the interactive ability to perform specific job functions.
process. You may make the request verbally or in
We are committed to working with you to reach a
writing, although written requests are encouraged.
reasonable accommodation. Please keep in mind that
In order to help us meet your needs and reach an
while we encourage you to suggest specific
accommodation in the shortest possible time, it is
accommodations that will meet your needs, the
useful if you provide the following information:
Company is not required to grant the specific
requested accommodation and reserves the right to
provide an alternative, effective accommodation to
meet your needs without imposing undue hardship
on the Company.

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 EMPLOYMENT POLICIES

Employment Classifications Agency Temporary: A temporary worker who is

Employees are classified as one of the following: not an employee of Alorica but an employee of an
agency vendor and is paid wages by the agency and
Full-time: If your actual worked hours are equal to or engaged on a temporary basis, free from control and
greater than 30 hours per week. Full-time employees direction of Alorica.
receive Company benefits subject to the terms,
conditions and limitations of each benefit program. Employment of Family Members
Working closely with a family member is just not a
Part-time: If your actual worked hours are less than
good idea. And boy, are the annals of history filled
30 hours per week. Part-time employees are not
with anecdotes to prove this. To prevent concerns
eligible for Company benefits. Part-time employees
that may result from the employment of family in a
retain their status unless and until notified of a
reporting relationship (one person being the other
change in writing.
person’s boss), family members may not hold a
Temporary/Seasonal: If you work in a job position less than two (2) levels removed within the
established for a specific period of time or for the reporting relationship. For purposes of this policy, a
limited duration of a specific project or group of family member is defined as a spouse (including
assignments. Temporary/Seasonal employees retain domestic partnership), child (including step-child),
their status unless and until notified of a change in parent (including in-law), sibling, aunt/uncle, first
writing. Employment beyond any initially stated cousin, grandparent, niece/nephew, individual
period does not in any way imply a change in sharing the same household, and/or person within a
employment status. Temporary /Seasonal employees romantic relationship.
are not eligible for Company benefits unless required
by law.

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 EMPLOYMENT POLICIES

Any family member/relationship should be disclosed Employment Records

to Human Resources to determine if another working Keep us up to date! Please update Employee
arrangement is possible. Alorica, at its sole discretion, Self-Service with any changes in your name, address,
may decide that the relationship in question creates telephone number, marital status, number of
a conflict of interest, creates legal liability, or raises dependents, direct deposit/pay card, beneficiary, and
concerns about supervision, safety, security, or any other data that is kept in employment records.
morale. Alorica may take whatever action it feels
appropriate, according to the circumstances, up to Access to Employment Records
and including transfer or termination. Alorica strives to protect employee privacy. Employee
personnel files are Company property. Access to
For example, even if your brother-in-law is a really these files is restricted to the employee and members
awesome guy, and it would make your spouse uber of management and/or Human Resources who have
happy if you helped him finally get a job that doesn’t
a legitimate business need-to-know. Employees who
involve frying anything, but the only available
position would place him within two levels of you— are granted access to personnel files are responsible
then unfortunately, Alorica’s family-member policies for maintaining the privacy of employees.
still apply—because we want you to both succeed in
your job and enjoy drama-free holiday gatherings for Current employees are permitted to review their
a long, long time. personnel files in the presence of Human Resources
within five business days of a written request to
Exceptions to this policy must be approved by both Human Resources at a date and time that is mutually
the Chief Human Resources Officer (CHRO) and the convenient for the employee and the HR
Chief Operations Officer (COO) or by the President/ representative. Employees may not remove any
Chief Executive Officer (CEO). portion of the file from the premises, but may request
a copy of any specific portion of their file.

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 EMPLOYMENT POLICIES

Former employees and third parties who are not

affiliated with the Company will be given access to
employee files only in accordance with federal, state,
or local laws or pursuant to a valid subpoena.

Employment Verification
All employment verification requests for current
or former Legacy Alorica employees are managed
by Thomas & Company via its website at
www.thomasandthorngren.com or via telephone
at (615) 620-0569. Paper requests can be emailed
to Verifications@tntnash.com or faxed to
(615) 242-5826. Requesters should provide the
present or former employee’s Social Security number
and the Company code ALO753.

All employment verification requests for current or

former legacy EGS employees should be directed
to The Work Number via its website at
www.theworknumber.com or via phone at
1-800 367-5690. Requesters should provide the
present or former employee’s Social Security number
and the company code 12561.

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 EMPLOYMENT POLICIES

Harassment and Discrimination Harassment:

A.k.a. wrong and wrong. 1. Harassment is a form of employee misconduct.
At Alorica, we’re committed to a workplace free of Corrective action, up to and including termination
discrimination and harassment. Harassment of of employment, will be taken against any
applicants or employees because of race, religion, employee who engages in this type of behavior.
color, national origin, ancestry, disability, marital 2. Any supervisor or manager who has knowledge
status, age, sexual orientation, gender identity and of such behavior and takes no action to end it or
sex, including sexual harassment, and any other report it is also subject to corrective action.
category protected by law is unacceptable, and will
Sexual Harassment:
not be tolerated, period.
1. Sexual harassment may include offensive or
unwelcome sexual advances, verbal comments or
 urpose: The purpose of the policy is to define
P innuendo of a sexual nature, words of a sexual
appropriate behavior at work and to prohibit nature used to describe a person or depict a
unlawful harassment. This policy applies to all situation, or the display of sexually suggestive
employees of Alorica and customers, vendors, or objects or pictures. Comments, physical touching
other third parties with whom Alorica has of another person, or drawings which are not
business dealings. explicitly sexual in nature, may also constitute
sexual harassment. Unwelcome sexual advances,
requests for sexual favors and other verbal,
physical, or visual conduct of a sexual nature
constitute sexual harassment when:
a. Submission to such conduct is either an
explicit or an implicit term or condition of
employment (e.g., promotion, training,
timekeeping, assignments, etc.); or
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 EMPLOYMENT POLICIES

b. Submission to or rejection of such conduct • Unwanted attention such as persistent

is used as a basis for employment decisions unwelcome flirtation.
affecting the individual; or • Unwelcome verbal advances such as
c. Such conduct has the purpose or effort of expressions of sexual interest or sexual
interfering with work performance, or inquiries.
creating or maintaining an intimidating, • Unwanted and persistent social invitations.
hostile or offensive work environment. • Unwanted sexual propositions.
2. Examples of behavior that would be considered • Sexually explicit or obscene messages
sexual harassment include, but are not limited to, on any medium including voicemail or
the following: computer.
a. Unwelcome physical behaviors: • Use of demeaning or inappropriate terms,
• Physical contact. such as “babe” or “honey”.
• Unwanted physical advances such as • Use of crude and offensive language.
unwelcome kissing, pinching, patting, • Displays of pictures, posters, and/or
or fondling. cartoons that may be considered offensive.
• Offensive body action such as leering, • Sexual bribery, such as offering an
standing too close, or making sexually evaluation, promotion, or other advantage
explicit gestures. in exchange for sexual favors or threatening
b. Unwelcome non-physical behaviors: punishment for refusal of favors.
• Offensive comments such as repeated 3. An action does not need to rise to the level that it
comments about one’s anatomy, attire, or is a violation of federal or state law before it will be
appearance; repeated jokes or remarks considered a violation of this policy. Alorica’s policy
that are stereotypical or derogatory to about this, therefore, may be a stricter application
members of one sex. of the law and prohibit a broader range of conduct
than would be needed to meet a legal definition of
“harassment” or “discrimination” as applied by
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 EMPLOYMENT POLICIES

the courts or governmental agencies. Keep in How to Report a Complaint:

mind that harassment and discrimination in 1. If you witness harassment, or believe you have ex-
violation of this policy can occur in person, in perienced harassment as defined in this policy, you
writing, by telephone (including voice or text should immediately notify either your supervisor, a
messaging), via the Internet (including email or member of the Human Resources Department, or
through social networking sites like Facebook and other management employee with whom you are
Twitter) or any other means of communication. comfortable, or call 844.410.0009.
To quote the Queen of Soul, R-E-S-P-E-C-T at all 2. Any manager who is notified of any complaint of
times, Aloricans! harassment, or is aware of any situation that
may constitute harassment, must notify Human
Other Types of Harassment: Resources immediately.
1. Harassment based on sex, race, religion, color, age, 3. Human Resources will investigate all reports of
ethnic background, ancestry, sexual orientation, harassment promptly and thoroughly.
gender identity, including status as a transgender 4. Confidentiality will be maintained to the extent
or transsexual individual, national origin, or possible, consistent with conducting a complete
disability exists in instances such as the following: investigation.
a. Negative verbal or written statements 5. No one should be considered to be in violation
and/or other actions that are directed at of this policy because an investigation is being
an employee because of his or her conducted.
protected classification. 6. Employees who are interviewed as part of an
b. Verbal or written statements and/or other investigation are expected to fully cooperate and
actions that demean a person or persons share information they may have regarding the
because of his or her protected classification investigation. Failure to do so may result in
that are not necessarily directed to a corrective action.
particular employee, but are offensive to an
employee or employees.
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 EMPLOYMENT POLICIES

7. The outcome of the investigation will be Responsibilities:

communicated to the complainant following 1. Employees are equally responsible for enforcing
the completion of the investigation. this policy against harassment. If you believe you
8. If an investigation confirms that harassment or have been the victim of prohibited harassment or
other improper behavior has occurred by either if you have witnessed such harassment, you must
an employee of or other person associated with immediately notify your supervisor or the Human
Alorica, the Company will take prompt corrective Resources Department so that the matter can be
action to resolve the situation. This may include promptly investigated and remedied.
discipline of the harassing employee, up to and 2. Any member of management who becomes
including termination of employment. aware of a complaint of harassment or who
9. It is the policy of Alorica that no one will be observes a situation involving harassment must
retaliated against for making a complaint of immediately report the matter to the Human
harassment based upon an honest perception Resources Department.
of events or for cooperating in the investigation
of a complaint.

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Human Trafficking All offers of employment and continued employment
And like the Federal Government, Alorica is are conditional on receipt of satisfactory evidence of
committed to a work environment that is 1000%, identity and legal authorization to work in the
unequivocally free from human trafficking, forced United States.
labor, and unlawful child labor. We strongly believe
that we are responsible for promoting ethical and Non-Scheduled Closings
lawful employment practices. Which means these Dangerous weather, asteroids, swarms of angry
practices are also required to be followed by our bees… we’ve got a plan for these and other
suppliers, subcontractors, or business partners unexpected events to ensure you’re aware of any
worldwide. If you or someone you know needs last-minute need to close any Alorica facility: Our
assistance, please contact the National Human Emergency Status Hotline telephone number from
Trafficking Resource Center at 1-888-373-7888. Human Resources/Site Management. For your safety
and convenience, please make sure you’ve got this
Immigration Law Compliance number programmed into your phone so you can
Alorica is committed to full compliance with federal call during severe weather conditions or other
immigration laws. These laws require that all non-scheduled events. We’ll keep you in the loop by
employees complete a Form I-9 provided by the continuously updating the Hotline messages.
Department of Homeland Security and provide
documentation of his/her identity and legal
authorization to work in the United States. Alorica
participates in the E-Verify program.

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 EMPLOYMENT POLICIES

Open Door/Communications Policy With exception to our Work at Home agents

You’re encouraged to speak to a supervisor, (who are required to provide their own equipment)
department manager, or Human Resources and select locations, non-exempt employees hired as
representative with questions, issues or concerns Customer Service Representatives (CSRs) at Alorica
related to your job or Alorica in general. This process call centers are issued a headset. Let’s face it—this is
provides for constructive problem solving and an important piece of equipment considering we’re
encourages open communication and cooperation on the phone all day!
between management and employees. It’s also
Except in states where prohibited by law, each CSR
designed to provide you with a fair and equitable
receiving a headset will have a $15 .00 security
resolution to work-related problems without fear of
deposit deducted from each of their first two
discrimination or recrimination. Remember, we’re a
paychecks for a total deposit of $30.00. This
team, and we value your input to help keep Alorica an
deposit will be returned to you at the end of your
amazing place to work!
employment, when you return the headset to your
supervisor or a member of Human Resources.
Property Agreement / Headsets
All newly hired employees will receive and sign a If you lose your headset you may be charged an
Property Agreement during the onboarding process. additional security deposit, but if it stops working
You must sign this agreement outlining the properly we’ll get you a replacement headset right
responsibilities and procedures concerning receipt away. You are responsible for securing it, and
and care of Company-owned property. making sure it’s in good working condition. If it’s
damaged (outside of normal wear and tear), or not
returned upon separation of employment, you will
forfeit the $30.00 deposit, unless otherwise
prohibited by state law.

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 EMPLOYMENT POLICIES

So basically what we’re saying is, imagine your Voluntary Termination (if you quit your job):
headset is an adorable baby duckling, giant chocolate If you worked through the first two (2) weeks of
bar, winning lotto ticket, or whatever will help you employment, you are immediately eligible for rehire.
safeguard it and there should be no problem! If you quit and didn’t work through the first two
(2) weeks of employment, you may apply for
Expense Reimbursement consideration of employment after a six (6) month
Alorica will reimburse your authorized personal waiting period.
expenditures related to the conducting of the
Involuntary Terminations
Company’s business. Alorica will only reimburse
(if Alorica requested you leave your job):
actual expenses incurred; the Company does not
If you were involuntarily terminated because of
pay “per diem.”
reductions in work force/position eliminations, you
are immediately eligible for rehire. If you were
Rehire Eligibility involuntarily terminated for performance or
Eligibility for getting hired again is determined
behavioral issues, you are eligible to reapply with
based on how you left Alorica the last time. The
us three years from the last day of your previous
decision to rehire an employee is an individual
employment period. If you were involuntarily
decision based on a number of considerations,
terminated for fraud, theft, falsification of records or
including the circumstances surrounding your
other similar reasons, you are ineligible for rehire.
previous termination, your time and attendance
record, and your job performance. Below are the Look at the Separation of Employment section for
categories of separation and the respective more detailed information. Exceptions to this
eligibility provisions. policy must be approved by the Chief Operating
Officer (COO) and the Chief Human Resources
Officer (CHRO).

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 EMPLOYMENT POLICIES

Reinstatement Eligibility This policy applies to regular full-time employees

If you are rehired within 30 days of leaving, you are only; temporary or seasonal personnel are not eligible
reinstated with your initial service date in effect at for an adjusted service date. If you transfer within the
the time of the most recent termination date. You will Company or its subsidiaries, you will retain your
be immediately reinstated to your previous benefits original service date.
selection, if applicable. You will not be able to change
selections until the next Open Enrollment Period. You Religious Accommodation
must pay any missed premium deductions. Alorica prides itself on diversity and respects the
religious beliefs and practices of all employees.
If you are rehired after a separation of greater than If you request an accommodation for such
30 days, you will become benefit eligible the first of observances, when a reasonable accommodation is
the month following your most recent start date and available that does not create an undue hardship on
will receive an adjusted service date for purposes of the company’s business, we will do our best to make
crediting you with the time you were previously it work. If your religious beliefs or practices conflict
employed for benefit purposes only. with your job, work schedule, or with the Company’s
policy or practice on dress and appearance, or with
other aspects of employment, and you seek a
religious accommodation, you must request the
accommodation through Human Resources. You may
make the request verbally or in writing, although
written requests are encouraged. In order to help us
meet your needs and reach an accommodation in the
shortest possible time, it is useful if you provide the
following information:

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 EMPLOYMENT POLICIES

1. A description of the accommodation you Health Care Regulatory Compliance Policy

are requesting; Alorica takes its commitment to maintain privacy and
2. The reason you need the accommodation; confidentiality of Protected Healthcare Information
3. A brief explanation of how the requested seriously. Alorica will take appropriate corrective
accommodation will help resolve the conflict action against any employees and contractors who
between your religious beliefs or practices or lack violate any of the Company privacy policies or any
thereof and one or more work requirements; and federal or state confidentiality laws or regulations,
4. Any additional information about your religious including the health Insurance Portability and Ac-
beliefs or practices and the request that will be countability Act of 1996 (“HIPAA”).
useful in evaluating your request.
Employees who work with our healthcare industry
We are committed to working with you to reach a projects are required to refer to and review the
reasonable accommodation. Please keep in mind Alorica Healthcare Compliance Policy and Playbook.
that while we encourage you to suggest specific
accommodations that will meet your needs, the
Company is not required to grant the specific
requested accommodation and reserves the right to
provide an alternative, effective accommodation to
meet your needs without imposing undue hardship
on the Company.

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 EMPLOYMENT POLICIES

Lactation Policy • A Private Place to Express Milk: The Company will

In recognition of the well-documented health provide breastfeeding mothers with a clean, private
advantages of breastfeeding for both infants and room (not a toilet stall or restroom), with an
mothers, the Company is dedicated to providing electrical outlet for breastfeeding or expressing milk.
a supportive environment to enable breastfeeding • A Safe Place to Store Milk: Expressed milk may
mothers to express their milk during work hours. be stored in Company-provided shared
This policy shall be communicated to all current refrigerator(s) or in the employee’s personal cooler,
employees and included in new employee which can be stored in the lactation room or
orientation training. another location agreed upon by the employee and
Human Resources.
Company Responsibilities: • Staff Support: Members of management are
Breastfeeding employees who choose to continue responsible for informing pregnant and
providing their milk for their infants after returning to breastfeeding employees about the Company’s
work are entitled to: worksite lactation support program, and for
fostering practices that will help facilitate each
• Flexible Breaks for Milk Expression: The Company
employee’s infant feeding goals. It is expected that
requests that mothers utilize their two paid 10-
all employees will assist in providing a positive
minute breaks and 30-minute unpaid meal break to
atmosphere of support for breastfeeding employees.
breastfeed or express milk. If additional time is
needed for milk expression beyond the two paid
10-minute breaks and 30-minute unpaid meal
break, please talk with your manager or Human
Resources representative to discuss additional
accommodations.

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 EMPLOYMENT POLICIES

Employee Responsibilities: • Milk Storage: Employees should label all breast

• Communication with Management: Employees milk with their name and date collected. Each
who wish to express milk during their work day employee is responsible for proper storage of her
should keep management informed of their milk, and taking the milk home each day. The
desired break and meal times so that appropriate Company does not provide designated
accommodations can be made to satisfy the needs refrigerators for milk storage; the site
of both the employee and the Company. refrigerator(s) are shared by all employees
• Maintenance of Milk Expression Areas: and management.
Breastfeeding employees are responsible for • Use of Sign-Up Sheets to Share Lactation Room:
keeping milk expression areas clean. Employees When there is more than one breastfeeding mom
are also responsible for keeping the general in the office, employees should use a designated
lactation room clean for the next user. This lactation room sign-up sheet to indicate when each
responsibility extends to both designated milk mom will require the lactation room.
expression areas, and any other area where milk
expression will occur.

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 EMPLOYMENT POLICIES

Separation of Employment Upon separation from the Company, you are

We all know that sometimes things just don’t expected to return all Company information and
work out. It sucks, and we surely hope it never property, such as badges, files, manuals, keys, and
happens. But now’s the time to go over the terms computer equipment (including headset).
of a potential goodbye.
You will receive your final paycheck on the next
Separation from Alorica is classified as voluntary scheduled payday or within the time required by law.
(you initiated leaving the company) or involuntary Please note that bonus payments will not be made
(the Company initiated you leaving). If an employee after an employee’s separation from the Company
resigns voluntarily, they must give a minimum unless mandated by state law.
two-week written notice and are expected to work
Alorica does not pay out remaining accrued and
with pay during their last two weeks of employment,
unused PTO upon termination of employment, unless
and continue to perform to acceptable standards.
mandated by state law.
After submitting your resignation notice, you may
complete an Exit Interview with Human Resources.
This allows you to communicate your views on
working at Alorica, and helps us continue to improve
the employment experience.

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EVERYONE’S
FAVORITE PART
PAYROLL & WORK SCHEDULES
The ins and outs of clocking in
and out and other guidelines
for managing your shift.

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 WORK SCHEDULES AND PAYROLL

Breaks and Work Time

This section covers work time, chow time, rest time,
and how that time affects your paycheck—now
we’ve got your attention!
Unless otherwise mentioned in this section, you are
allowed to clock-in to work up to five (5) minutes
before your scheduled shift begins, and you are
required to clock-out of work no more than five
(5) minutes after your scheduled shift has ended.
You must follow this policy unless you have prior
approval from a supervisor and/or the Human
Resources Department, or if you are finishing a
call or call-related notes.

If you work at least a six (6) hour shift, you will

receive one (1) paid rest period and one (1) unpaid
meal break. If you work at least an eight (8) hour
shift, you will receive two (2) paid rest periods and
one (1) unpaid meal break. Please note that while
you may love your workstation and we sincerely
appreciate your ambition and dedication, you must
leave the production/work area for your meal breaks.
This is not because we’re afraid you brought a stinky
lunch (although we’ve smelled some doozies),

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 WORK SCHEDULES AND PAYROLL

it’s because we want you to stay healthy and A supervisor or the Human Resources Department
refreshed. So this goes for your scheduled rest will communicate any exceptions to you. In the event
periods, too. To put it bluntly, you are not permitted that an exception is made, then the compensability
to perform work on the Company’s behalf during of scheduled rest and meal breaks, if any, shall
scheduled break and rest periods. So get moving! continue to be made as required by governing
We hope you enjoy your break time and work time in federal, state, and local law. Any unauthorized
equal measure. extension of an authorized break, or taking
excessive unauthorized breaks will be grounds for
Special rules apply to our California employees. disciplinary action.
These rules are posted in our California sites and
may also be obtained from Human Resources at Don’t clock in or out for other employees. In technical
those locations. terms this is “a big no-no.” If you report to work on
time but fail to properly clock-in prior to starting a
Except as otherwise noted in this policy, or shift, you should immediately notify your supervisor
approved by a supervisor or the Human Resources for time clock correction. Once you clock-out at the
end of a shift, you are not allowed to work.
Department, scheduled personal rest breaks should
last only for the designated length of time as set by Hourly employees are not permitted to work “off
your office’s scheduling protocol. the clock” under any circumstances. Performing “off
the clock” work will result in disciplinary action, up to
There may be times when a supervisor or the Human
and including termination of employment. If you’re an
Resources department will communicate exceptions
hourly employee and you are asked to perform
or changes to the rest and meal-break policy due to
“work off the clock” by a supervisor, then you should
business needs or changes in local, state, and federal
immediately report that request to the operations
law. Such modifications, temporary or otherwise, will
manager or to the Human Resources Department.
always adhere to state and federal guidelines.

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 WORK SCHEDULES AND PAYROLL

If you don’t immediately report the request, it may be If, after you have reviewed your timesheet, you
treated as evidence that the request was not made identify that it requires a correction, immediately
and that no “off the clock” work was performed. notify your next level supervisor to make the
correction. Provide them with the date, time and
While working or on paid break, you must use reason for edit. You will receive an alert through EIS
designated auxiliary (AUX) codes to reflect worked (or your authorized time and attendance program)
time. The local operations management team will when your supervisor has completed the timesheet
provide you with the designated AUX codes. edit as confirmation it has been resolved. If your
supervisor is not available, you may notify the next
Following the Time Clock, Meal Break & Rest Period
level manager to make the correction.
Policy is necessary to make sure you are paid
correctly (including for time involving scheduled Manager Timesheet Responsibilities:
paid rest breaks and necessary restroom usage). You Managers also play an important role in ensuring the
should always carefully check your time sheets and accuracy of payroll for their employees and a large
must immediately inform your supervisor of any component is related to timesheets.
potential discrepancies in the time records. If you
don’t report it, it will be assumed you agree with what Managers should approve all PTO requests promptly.
is on your time sheet and it is correct. Managers should review for accuracy and complete
timesheet edits promptly when notified by employees.
Employee Approval of Timesheets Managers should ensure that all of their direct reports
The most important step that all employees can take have completed their acknowledgment of the
to ensure the accuracy of payroll is to review their accuracy of their hours by approving their timesheets.
time sheet on a weekly basis. After you clock-in on Follow up with employees as necessary.
your first workday of each week, you should review
Managers must complete approval of all timesheets
and approve all hours worked for the prior week.
by 6:00 pm EST on Payroll Monday.

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 WORK SCHEDULES AND PAYROLL

Fair Labor Standards Act (FLSA) Pay and Payroll Overview

Employee Classifications Yay, it’s Payday!!
Once you’re hired, you’ll be assigned a specific It is Alorica’s policy and practice to accurately
classification based upon your job title, job description compensate employees in compliance with all
and the nature of your duties. Classifications are applicable federal, state and local laws. To ensure
defined as follows under the Fair Labor Standards Act: that you are paid correctly for all time worked and
that no improper deductions are made, please
Exempt Employees: Jobs that are classified as being correctly record all work time and promptly review
executive, administrative, or professional in nature. your paystubs to identify and report any errors.
These categories of employees are not eligible for
overtime pay. Overtime
If you are a non-exempt employee, your overtime
Non-Exempt Employees: Jobs that are classified as
must be pre-approved by the department manager.
staff. These categories of employees are eligible for
Hours worked over 40 hours per week by non-
overtime pay.
exempt (hourly) employees are paid at one and
Awesome Employees: one-half times the regular rate unless otherwise
This is not really an official classification within the mandated by state law (i.e. California and Nevada).
Fair Labor Standards Act, we just made it up. But if Hours worked over 40 hours per week by non-
it were, we have a feeling you’d be one of them. exempt salaried employees are paid based on
regulations governing premium pay unless
otherwise mandated by law. If there are operational
requirements and the department manager is not
available, the senior management representative on
site will authorize overtime hours. Working overtime
hours without proper authorization may lead to
corrective action.
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 WORK SCHEDULES AND PAYROLL

Non-Exempt employees will be paid for all hours 24 hours a day through website at https://MyAline.
worked in accordance with all legal requirements. adp.com. Pay statements are posted the Thursday
An employee’s supervisor must approve overtime in before pay date. If you are newly hired and have not
advance. Because unauthorized overtime is against been paid yet, you will not be able to register with
Company policy, employees who work unauthorized ADP until the Thursday before your first pay date.
overtime are subject to corrective action, up to and To register:
including termination of employment. You may not 1. Go to https://MyAline.adp.com and enter
work overtime unless you are pre-authorized to do so. registration code Alorica2-ALR and click go
2. Begin registration by entering the requested
Pay Distribution information to verify your identity and follow the
You can select either Direct Deposit or Pay Card prompts to complete the registration. Enter your
to receive your pay. Please enroll in Direct Deposit email address to receive your activation code and
or update your bank information through Oracle registration confirmation. Note- retain your
Employee Self-Service or see a Human Resources or username and password, which you’ll need to log
Payroll representative to select a payment method. into the myAline website.

Pay Period Payroll Deductions

Please refer to the Company’s Payroll Calendar Alorica is required to deduct certain amounts for
for Pay Period Start Date, Pay Period End Date, Income Tax, Medicare, and Social Security from
and Pay Date. A Payroll Calendar is available in the total amount you earn each week. The amount
Human Resources. deducted depends upon your earnings and the
information supplied on the W-4 form you filled out.
Pay Statements Alorica can, with your prior written authorization,
Pay statements are posted electronically on a se- make other deductions for such things as health/
cure website. Pay statements and W2s are available dental insurance, etc.

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 WORK SCHEDULES AND PAYROLL

If allowed by law, Alorica reserves the right to deduct 1. Exempt employees will not be paid for any work
money you owe to the Company from your paycheck week in which they perform no work at all for the
after all appropriate taxes have been withheld and Company unless the absence is during
the minimum wage requirements have been met un- employment and covered by PTO.
der applicable federal and state laws. 2. Deductions from pay cannot be made as a result
of absences due to:
We make every effort to ensure our employees are • Jury duty.
paid correctly. As hard as we try, occasionally, • Attendance as a witness.
mistakes happen. When mistakes are called to our • Temporary military leave.
attention, we will promptly make any necessary • Absences caused by the employer.
correction. • Absences caused by the operating
requirements of the business.
Please review your paystubs promptly and contact
3. The Company does not deduct for partial day
Human Resources if you believe a mistake has
absences of exempt employees though it can
occurred or if you have any questions regarding any
require that an employee utilize PTO if appropriate.
deductions from your pay.
4. The Company will deduct for absences of one or

Exempt Employee Deductions more full days if the exempt employee has
exhausted all available PTO.
In accordance with the Fair Labor Standards Act
5. The Company will deduct for unpaid disciplinary
regulations, exempt employees who are paid on a
suspensions of one or more full days for egregious
salary basis may not have their pay reduced for
conduct violations that amount to gross
variations in the quantity or quality of work
misconduct (e.g., fraud, theft, sexual harassment,
performed. In addition, the Company adheres to the
discrimination against another employee,
following rules regarding exempt employees’ pay:
falsification) unless otherwise prohibited by law.

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 WORK SCHEDULES AND PAYROLL

6. The Company will prorate salary for the first and Pay Transparency
last week of employment, when only part of the As a Federal contractor, Alorica will not discharge or
week is worked by the employee. in any other manner discriminate against employees
7. The Company will deduct for unpaid leave taken or applicants because they have inquired about,
in accordance with a legitimate absence under the discussed, or disclosed their own pay or the pay of
Family and Medical Leave Act. another employee or applicant. However, if you have
access to the compensation information of other
Payroll Garnishments employees or applicants as a part of your essential
Alorica complies with mandatory agency and court job functions, you cannot disclose the pay of other
Garnishment Orders to withhold wages, and charges employees or applicants to individuals who do not
administration fees as allowed by law. This may otherwise have access to compensation information,
include reporting lump sum incentives, which may unless the disclosure is (a) in response to a formal
delay, reduce, or dissolve incentive payment to the complaint or charge, (b) in furtherance of an
employee. Employees are encouraged to directly investigation, proceeding, hearing, or action,
contact those agencies issuing Garnishment Orders including an investigation conducted by Alorica,
with any questions or concerns. If an employee has or (c) consistent with your legal duty to furnish
a question regarding a garnishment or child support information. In other words, no gossiping, please.
order, please contact ADP Garnishment Hotline at
866-324-5191 for assistance.

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 WORK SCHEDULES AND PAYROLL

Work Hours Work Schedules

The actual hours of your normal workday or work Office hours vary depending upon where you work,
schedule will vary depending on your department’s what you do and the needs of our clients. You’re
operational needs. Notification of changes to your always free to discuss your schedule or request an
work schedule due to operational demands will be adjustment to your schedule with your supervisor—
provided with reasonable notice. That said, there just please understand that while Alorica will try
may be circumstances where Alorica may not be to accommodate these scheduling or rescheduling
able to provide advance notice of scheduled changes requests, our business needs may prevent our ability
based on business need. Alorica reserves the right to approve them.
to assign employees to jobs other than their usual
assignments when required. We consider ourselves
one big happy team here, so we really appreciate your
understanding if and when these things come up.
Besides, don’t you love mixing things up on occasion?

In addition, you may be required to work overtime

or hours other than those normally scheduled when
necessary (overtime must be approved in advance
by a supervisor or manager). Exempt employees
should expect to work past business hours and on
weekends if necessary to complete their job duties.

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PERKS
EMPLOYMENT BENEFITS
The occasional free donut is great,
but in the long-term these are the
perks that really matter.

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 BENEFITS

401(k) Retirement Plan The Company may also make a matching

Like it or not, retirement will one day be here. contribution. At the end of five (5) years of
Alorica provides a 401(k) Retirement Savings Plan employment, you are fully vested in the company’s
(the Plan) to help you save money for retirement. matching contributions. Employees may obtain
To log into RetireSMART website, please visit specific plan information by contacting the Atlantic
www.retiresmart.com and enter your SSN and Group at Morgan Stanley at 1-877-988-6521.
PIN provided to you.

If you have forgotten your PIN or are otherwise unable

to login, please call 1.800.74 FLASH (743.5274).

You are eligible to join the 401(k) Plan on the first

of the month following 90 days of employment.

Subject to IRS limits, the Plan allows you to elect

how much of your salary you want to contribute to
the Plan and to direct the investment of your
contribution into professionally managed investment
funds. You are always fully vested in your own
contributions and entitled to those contributions
upon termination of employment regardless of
how long you work at Alorica.

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 BENEFITS

Funeral/Bereavement Leave If additional time off is requested, or if an employee

We understand how difficult it is when one of our wishes to take time off when a friend or more distant
employees loses a family member, and we want to be family member passes, use of PTO may be approved
as accommodating as possible during this time. by the manager.
Alorica offers up to two paid days if an immediate
family member passes away. Your immediate
supervisor will authorize the use of funeral/
bereavement leave. Alorica may exercise its discretion
to deny funeral/bereavement leave under exceptional
circumstances. For the purpose of this policy, a family
member is defined as a spouse (including domestic
partner), child (including step), parent (including
in-law and step), sibling, aunt/uncle, grandparent,
or niece/nephew. Employees may be required to
provide documentation showing proof of relationship
upon return to work to receive paid leave under
this policy.

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 BENEFITS

Health Insurance Coverage

and Savings Options
Alorica provides multiple health insurance coverage
and savings options. Eligibility and enrollment
information is provided to you as part of your
welcome packet. For additional information regarding
the benefits listed below, contact a Human Resources
representative, or visit the Benefits site below.

engage.alorica.com/hr/benefits

Critical Illness Insurance

Dental Insurance
Disability Insurance
Medical Insurance
Flexible Spending Account (FSA)
Health Savings Account (HSA)
Life Insurance
Pet Insurance
Vision Insurance

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 BENEFITS

Jury Duty Upon completion of Jury Duty, you’ll be required to

Some things we know for sure. provide your manager with a statement from the
The sun rises in the east, every dog has his day, and court certifying the date(s) and times served.
eventually, you will be summoned (or nabbed, Employees appearing in their own case as a plaintiff
depending on how you feel) for Jury Duty—so here’s or defendant or for a non-subpoenaed court
Alorica’s policy: Absences for Jury/Witness Duty will appearance will not receive paid time off.
not be reflected on your attendance record. You must Sorry, but PTO or unpaid time should be used for
provide your immediate supervisor with a copy of such instances.
your summons at least five (5) days in advance of
the absence(s). Jurors and witnesses are frequently Military Leave
dismissed from duty for partial or whole days, and The Company supports its team members who serve
depending on state law, you may be required to as members of the armed forces. Alorica offers paid
report to work for the remainder of a scheduled shift. military leave time for active full-time employees who
have successfully completed the 90-day Introductory
Unless otherwise required by state law, pay for Jury Period. Military leave will be paid at the employee’s
Duty is limited to regular, full-time Employees. Your current regular base pay rate for a maximum of eight
pay while on Jury Duty will be based upon your (8) hours per day for a maximum of ten (10) days
regularly scheduled shift, less any unpaid breaks up per calendar year. Any military leave which extends
to a maximum of eight (8) hours a day and forty (40) beyond ten (10) working days in any calendar year
hours a week while you are on active duty service. will be unpaid unless the employee has available paid
Hours paid for Jury Duty are not considered for the time off (PTO) that he or she would like to utilize.
purpose of calculating overtime. You are allowed to
keep any money received from the court to offset
personal expenses while on Jury Duty.

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 BENEFITS

Paid Time Off (PTO) and Holidays Tuition Reimbursement

If you are an eligible employee, you can enjoy PTO Feed your inner geek.
benefits and company observed paid Holidays. Please As a full-time Alorica employee, you may have the
see Human Resources to obtain a detailed description opportunity to enroll in college-level courses and
of the applicable PTO and Holiday information. Policy receive reimbursement for eligible expenses.
documents include scheduled Holidays, eligibility Full-time employees with three months of service
requirements, accrual rates, and processes for prior to the course start date may apply for pre-
requesting time off. approval for the Tuition Reimbursement Program.
Upon the successful completion of the course with
Eligible employees must submit PTO requests a grade of B or better, Alorica provides Alorica
through the appropriate tool (either WFM tool or provides 100% tuition reimbursement only for the
timekeeping system) to ensure it is properly paid. costs of undergraduate or graduate level courses with
Review your timesheet to ensure PTO time is properly a maximum calendar benefit of $1500. So you see, it
designated. For more information, please visit
really does pay to stay in school. Contact Human
Resources for the details, or visit
engage.alorica.com/hr/policies

engage.alorica.com/hr/forms

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 BENEFITS

Workers’ Compensation
If you’re injured on the job, you may be eligible to
receive Workers’ Compensation insurance benefits.
Alorica pays for this insurance for the employees’
protection. The Workers’ Compensation insurance
plan may pay for all authorized medical expenses
resulting from industrial injury or occupational illness
to include income benefits for lost time from work.

You must report any work-related injury or illness,

regardless of how serious the injury is, to your
supervisor or to Human Resources within
twenty- four hours of it happening. This includes all
work-related injuries or illnesses, whether or not you
go to a doctor or medical facility for treatment.

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TIME OFF FOR MORE
IMPORTANT THINGS
LEAVE OF ABSENCE POLICIES
Because life happens.

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 LEAVE OF ABSENCE POLICIES

California Pregnancy Disability Leave (PDL)

Under the California Fair Employment and Housing
Act (FEHA), all California employees who are
disabled due to pregnancy, childbirth or related
medical condition, are entitled to certain benefits for
the period of disability. For details regarding the PDL,
visit the State of California Employment
Being an employer, it feels a little weird to say Development Department website and/or contact HR.
this—but some things are just more
California Family Rights Act (CFRA)
important than work—especially your California employees who need to take time off work
health and the health of your loved ones, to care for the employee’s own serious health
condition; a seriously ill child, parent, or spouse; or to
serving our country, and dealing with certain bond with a new child within the first year after birth
or placement of the child with the employee, may
curveballs that life may one day smack you be eligible for leave under the CFRA. For more
upside the head with. information, visit the State of California Employment
Development Department’s FAQ and/or contact HR.
Luckily, our government agrees, and so has
enacted the following Leave of Absence Policies. Family and Medical Leave Act (FMLA) and
Alorica complies with all these federal and state laws, Family Military Leave
which are detailed below. Please read through them Many situations and circumstances are covered under
so you can be sure you’re familiar with the many these two federal policies. Please note that for each,
instances in which we’d be happy to grant you an there may be specific responsibilities or requirements
official Leave of Absence, and if you have any on your end, which are also detailed on the next page.
questions or concerns, just contact HR.

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 LEAVE OF ABSENCE POLICIES

FMLA Eligibility FMLA—Benefits

To be eligible for family and medical leave under the If you are enrolled in any of the Alorica benefit plans
FMLA, you must: at the time an authorized leave of absence begins,
coverage may be continued. You will be required to
• Have worked for the company at least twelve pay the normal per paycheck premiums directly
(12) months instead of through payroll deduction. Prior to the
• Have worked at least 1,250 hours in the twelve start of your leave, you should discuss the benefit
(12) months prior to the need for leave; and payment process with your local HR representative.
• Work at an Alorica worksite with 50 or more If you are eligible for Paid Time Off benefits prior to
employees either at the worksite or within 75 your leave, you may use accrued Paid Time Off.
road miles of the worksite.
Military Leave Entitlement
FMLA Leave Entitlement If you’re a member of the military, thank you for
An eligible employee must be granted up to a total your service! Alorica must (and will happily) grant a
of twelve (12) work weeks of unpaid leave during covered Alorica employee up to a total of twelve (12)
any twelve (12) month period for one (1) or more work weeks of unpaid leave during any twelve (12)
of the following reasons: month period for any “qualifying exigency” (which
• For the birth and care of a newborn child means urgent need or demand—we had to look it up
• For placement of a child for adoption or foster care too!) arising out of the active duty or call to active
duty status of a spouse, son, daughter, or parent.
• To care for an immediate family member
(spouse, child, parent, domestic partner) Qualifying exigencies may include attending certain
with a serious health condition military events, arranging for alternative childcare,
• For the employee’s own serious health condition| addressing certain financial and legal arrangements,
attending certain counseling sessions, and attending

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 LEAVE OF ABSENCE POLICIES

post-deployment reintegration briefings. An eligible FMLA and Family Military Leave—

employee may also take parental care leave to Length and Use of Leave
provide care for the parent of a military member Your cumulative total of all leaves of absence under
when the parent is incapable of self-care. This type of this policy may not exceed twelve (12) workweeks
leave would be counted toward your twelve (12) week in any twelve (12) month period (or up to twenty-six
maximum under FMLA Leave Entitlement in a twelve (26) workweeks of leave to care for an injured or ill
(12) month period. If you are requesting this type of service member. Alorica will measure the twelve (12)
FMLA leave you must provide proof of the qualifying month period rolling from the date your first FMLA
family member’s call-up or active military service leave begins. Each time you take leave, Alorica will
before leave is granted. compute the amount of leave you have taken under
this policy in the last twelve (12) months and subtract
Military Caregiver Leave Entitlement it from the twelve (12) weeks (or twenty-six [26]
Alorica must grant a covered Alorica employee who weeks for the care of an injured or ill service member)
is a spouse, son, daughter, parent, or next of kin up to of available leave, with the balance remaining being
a total of twenty-six (26) work weeks of unpaid leave the amount you are entitled to take at that time. At
in a single twelve (12) month period to care for a times, you may take FMLA intermittently.
covered service member with a serious injury or
illness. If you are requesting this type of leave you FMLA and Family Military Leave—Requests
must provide certification of the family member or If you are considering a leave you should get in touch
next-of-kin’s injury, recovery or need for care. This with your local HR representative to discuss the
certification is not tied to a serious health condition situation and request the necessary information.
as for other types of FMLA leave.
FMLA and Family Military Leave—Notice
You must provide Alorica at least thirty (30) days
advance notice before FMLA leave is to begin if the

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 LEAVE OF ABSENCE POLICIES

need for the leave is foreseeable. If thirty (30) days’ You should let us know, upon request, of the reasons
notice is not practical, notice must be given as soon why the intermittent/reduced leave schedule is
as practical, but not to exceed fifteen (15) days after necessary and of the schedule for treatment, if
the need for FMLA arises. In the case of an applicable. We will jointly attempt to work out a
unforeseeable need for FMLA, if the fifteen (15) day schedule that meets your needs without disrupting
notice is not satisfied, it will be assumed that you Alorica’s operations, subject to the approval of your
have voluntarily terminated employment. So for health care provider.
everyone’s sake, please keep us in the loop!
FMLA and Family Military Leave—
FMLA and Family Military Leave— Medical Certification
Scheduling Planned Medical Treatment If you’re requesting leave due to your own serious
When planning medical treatment, you must consult health condition or to care for a family member with
with Alorica and make a reasonable effort to schedule a serious health condition, you must provide medical
the treatment at a time that will not unnecessarily certification from a health care provider within
disrupt operations, subject to the approval of the fifteen (15) calendar days of requesting leave. At
health care provider. Employees are ordinarily management’s discretion, we may ask for a second
expected to consult with employers before medical opinion. Failure to provide medical
scheduling a treatment in order to work out a certification within fifteen (15) calendar days of a
treatment schedule that best suits the needs of both leave request may result in a denial of your request.
the employer and the employee. If you are absent from work and fail to comply with
these requirements you will be considered absent
Intermittent leave or leave on a reduced leave without approval, and may be terminated for
schedule must be medically necessary due to a excessive absenteeism.
serious health condition or a serious injury or illness.

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 LEAVE OF ABSENCE POLICIES

FMLA and Family Military Leave—

Paid vs. Unpaid Time
An employee is required to use short-term disability
(if applicable) and any available accrued PTO over
forty (40) hours to cover FMLA leave.

FMLA and Family Military Leave—

Responsibilities of the Employee
Leave of Absence policies are in place to protect you
and help you out in times of serious need, so please
respect them and don’t abuse the rules!

If you are absent from work as a result of

intermittent leave and don’t comply with all Alorica
notice requirements, you will be considered absent
without approval. Generally, employees who are
unable to report for work must report any absences
that relate to the medical condition according to
Alorica absence policies, unless another time is
designated by the department and/or department
representative. If you are absent without approval you
may be terminated from employment for excessive
absenteeism.

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 LEAVE OF ABSENCE POLICIES

FMLA and Family Military Leave—Reinstatement FMLA and Family Military Leave—
At the end of the leave, you will be reinstated in the Other Sources of Information
original position or an equivalent position, as long Alorica has posted a notice approved by the
as you comply with all notice and certification Secretary of Labor explaining rights and
requirements. responsibilities under FMLA. This is posted in the
employee break room at each location. More
FMLA and Family Military Leave— information can be found on the Department of
Physician’s Release Labor website. Please contact Human Resources if
If you’ve taken leave due to your own serious medical you have any additional questions about the
condition, we certainly don’t want you returning to potential need for FMLA.
work until you’ve recuperated! So if you’re planning to
return to work following such leave, you must
provide certification from your health care provider
that you are able to resume work.

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 LEAVE OF ABSENCE POLICIES

Personal Leave Alorica will comply with all applicable federal and
From time to time you may need time off work for an state laws regarding the length of leave. Two (2)
extended period. When this time off work cannot types of leave may not run back to back. Leave of
be covered through shift replacements, vacation, Absence under this policy cannot be extended by
personal days, a medical leave of absence or a leave holidays that fall during the period of leave.
covered under a state or federal regulation/
You must submit a completed Leave of Absence
guideline (e.g. FMLA, ADA), you may need to request
Request form to Human Resources as soon as you
a Personal Leave of Absence.
become aware of the need for leave. An individual
Personal Leaves of Absence are approved at the counseling session will be scheduled with you to
discretion of the Directors of Operations. Generally, discuss the request. You will be provided notification
unless otherwise required under the Americans with of leave status by Human Resources.
Disabilities Act, Directors of Operations may grant
When considering a Personal Leave of Absence,
a Personal Leave of Absence with the following
Directors will give consideration to the client needs
restrictions:
(for example, call volume), as well as the reason why
• Leaves are to be a minimum of two (2) weeks and you are requesting the leave.
a maximum of four (4) weeks.
• Leaves of over two (2) weeks must be coordinated The designated department will review all Personal
with Human Resources prior to the leave being Leaves of Absence Requests. Approval or denial will
approved. be based on production needs. Therefore, we cannot
• If available, Paid Time Off must be used in guarantee a Personal Leave of Absence.
conjunction with Personal Leave.

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 LEAVE OF ABSENCE POLICIES

Reinstatement from Leave Return to Work from Leave

It is Alorica’s policy to reinstate you in your original In order to return from a Leave of Absence, you must
position, if possible, or an equivalent position, when contact Human Resources on or before the return
you return from a leave of absence, as long as you date specified on the Leave of Absence Request form
have complied with the terms of the leave. However, and give the date of availability for work.
if your position could not be held open for the
In cases where you are returning from a medical
duration of the leave (in the case of any leave other
leave, a physician’s statement authorizing your return
than FMLA or for the military), and if no comparable
is required.
job opening is available, you may choose either of the
following options:

•C
 hoose to terminate your position in good standing
and work with Human Resources to identify
available opportunities for which you are qualified.
•A
 ccept a different position, if available, in which
case your salary will be based upon the job
accepted, and promotion qualifications will relate to
time-on-the-job requirements.

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YOUR SIDE OF
THE DEAL
EMPLOYEE RESPONSIBILITIES
Treat others how you want to be
treated and you’re halfway there.

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 GENERAL EMPLOYEE RESPONSIBILITIES

Attendance A NCNS is a serious violation of our attendance

We know you know this, but we’re going to say it policy. Two (2) NCNS within a ninety (90) day
anyway—we need you. Alorica relies on you and period is considered a termination of employment for
expects you to be here, when you’re supposed to violation of company policy. Three (3) consecutive
be here. We need you to be on time and ready to NCNS will be considered a voluntary termination of
work when you’re supposed to, and continue to work employment for job abandonment. Termination for
until your scheduled quitting time. If you don’t show attendance violations will negatively impact your
up on your scheduled workdays, or if you’re always eligibility for re-hire.
showing up late or leaving early, this may result in
corrective action, up to and including termination
of employment.

You must contact your immediate supervisor or

designated site contact, and call the ‘call-in’ line,
where applicable, whenever you are going to be
absent from work for any reason. Employees are
required to call in as soon as possible, but with an
expected minimum of 30 minutes from your
expected start time. If you do not call in your absence
and you don’t report to work at any time during your
scheduled shift, it will be coded as a No Call No
Show (NCNS).

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 GENERAL EMPLOYEE RESPONSIBILITIES

Business Ethics
Remember that stuff you learned in elementary school about being honest, using common sense, and always
treating people the way you want to be treated? That is still true today. And while we don’t mind if you don’t
want to share your fruit snacks, there are some things listed below which are really important for you to know.

Introduction: This section reaffirms the importance of high standards of business conduct. Adherence
to this Code of Business Ethics and Conduct by you, and all employees, is the only sure way we can
merit the confidence and support of the public and shareholders. In observance of this code, as in other
business conduct, there is no substitute for common sense. Each employee should apply this code with
common sense and the attitude of seeking full compliance with the letter and spirit of the rules
presented. It is incumbent upon you, as an employee of Alorica, to perform satisfactorily and to follow
Company policies and comply with rules as they are issued or modified from time to time. If you have
any doubts regarding a questionable situation that might arise, you should immediately consult you
supervisor or any manager.

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 GENERAL EMPLOYEE RESPONSIBILITIES

Competition and Antitrust: Foreign Corrupt Practices Act:

Alorica supports competition based on quality, The Foreign Corrupt Practices Act requires that the
service and price. We will conduct our affairs Company’s books and records accurately and fairly
honestly, directly and fairly. To comply with the reflect all transactions and that we maintain a system
antitrust laws and our policy of fair competition, you of internal controls; transactions conform to
must never discuss with competitors any matter management’s authorization; and the accounting
directly involved in competition between a records are accurate. Under the Act, it is also a federal
competitor and us (for example: sales price, crime for any U.S. business enterprise to offer a gift,
marketing strategies, marketing shares and sales payment to bribe, or anything else of value for the
policies). Furthermore, you must be accurate and purpose of influencing an official act or decision, or
truthful in all dealings with customers and be careful seeking influence with a foreign government in order
to accurately represent the quality, features and to obtain, retain or direct business to the company
availability of company products and services. or to any person. The Company also prohibits
employees from accepting improper payments, gifts
Compliance with Laws and Regulatory Orders: or items of value from anyone.
Alorica holds itself and its employees to the highest
standards of ethical conduct. All employees are Insider Trading:
required to comply with all federal, state, local, and While working on behalf of the Company, employees
international laws, rules and regulations that are may become aware of material, non-public
applicable to our business. If you need help information about the Company or other companies
understanding your responsibility with respect to with whom we do business. Material non-public
compliance with any applicable laws, please speak information (also known as inside information) is
with your supervisor, manager or Human Resources. information about a company that is not known to
the general public and that a reasonable investor
would consider important when deciding whether to
buy, sell, or hold that company’s securities.
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 GENERAL EMPLOYEE RESPONSIBILITIES

Buying or selling the securities of a company on the Conflicts of Interest:

basis of inside information (known as insider trading) There are several situations that could give rise to a
is a criminal offense and a violation of the Code. If conflict of interest. The most common are accepting
you reveal inside information to anyone, including gifts from suppliers, employment by another
members of your immediate family or household, and company, ownership of a significant part of another
that person then buys or sells securities based on that company or business, close or family relationships
information, you may be criminally liable for “tipping,” with outside suppliers and communications with
which is a violation of securities laws and the Code. competitors. A potential conflict of interest exists
for employees who make decisions in their jobs that
Inside information includes but is not limited to would allow them to give preference or favor to a
material, non-public information, such as new customer in exchange for anything of personal
business strategies, potential transactions, pending benefit to themselves or their friends and families.
contracts, unannounced earnings, prospective new
services, or any other information that might affect All employees must conduct themselves in an honest
a decision to buy, sell, or hold a particular stock, or and ethical manner and act in the Company’s best
affect the market for that stock. Information is interest. Employees must avoid situations that
considered to be non-public until it has been publicly present a potential or actual conflict between their
disclosed and adequate time has passed for the personal interest and Alorica’s interests. If you
securities markets to digest the information. discover any actual or potential conflict of interest,
please contact your supervisor, manager or Human
Resources for guidance.

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 GENERAL EMPLOYEE RESPONSIBILITIES

Bribery and Corruption: expectation of future value or gain. In addition,

Bribery and corruption not only harm the Company, there shall be no entertaining of employees of the
but also the communities where we conduct business. U.S. Government.
The Company strictly prohibits bribes, kickbacks,
Use of Company funds or assets for gifts, gratuities or
or any other form of improper payment, direct or
other favors to employees or government officials is
indirect, to any government representative, client,
prohibited, except to the extent such gifts are in com-
or supplier in order to obtain a contract, some other
pliance with applicable law, are of insignificant value
commercial benefit, or government action. The
and not given in consideration or expectation of any
Company also strictly prohibits any employee from
action by the recipient.
accepting such payments from anyone.

Employees, officers and directors must not accept,

To clarify, a bribe is anything of value, including cash
or permit any member of his or her immediate family
payments, gifts, entertainment, or other business
to accept any gifts, gratuities or other favors from any
courtesies, given in an attempt to affect a person’s
customer, supplier or other person doing or seeking
actions or decisions in order to obtain or retain
business or to secure an unfair business advantage. to do business with the Company, other than items
of insignificant value. Any gifts that are not of
A kickback is the return of a sum already paid or
insignificant value should be returned immediately
due to be paid as a reward for awarding or
and reported to your supervisor or the Company’s
fostering business.
Chief Legal and Administrative Officer. If immediate
When dealing with public officials, you must adhere return is not practical, they should be given to the
to the highest ethical standards of business conduct. Company for charitable disposition or such other
You may not offer, provide or solicit, directly or disposition as the Company, in its sole discretion,
indirectly, any special treatment or favor in return for believes appropriate.
anything of economic value or the promise or

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 GENERAL EMPLOYEE RESPONSIBILITIES

Relationships with Suppliers and Customers:

Common sense and moderation should prevail Business transactions must be entered into solely
in business entertainment engaged in, by or on for the best interests of Alorica. You cannot, directly
behalf of the Company. Employees, officers and or indirectly, personally benefit from your position
directors should provide, or accept, business as an employee or from any sale, purchase or other
entertainment to or from anyone doing business activity of the company. You should avoid situations
involving a conflict or the appearance of conflict
with the Company only if the entertainment is
between duty to the company and self-interest.
infrequent, modest and intended to serve
Our policy is that employees will not do business on
legitimate business goals.
behalf of the company with a close personal friend or
relative; however, recognizing that these transactions
do occur, they must be reported on the Conflict of
Outside Employment:
Interest Questionnaire.
You must not be employed outside of Alorica in any
business that competes with or provides services to This policy is applicable equally to the members
Alorica or its subsidiaries. of the immediate family of each employee, which
normally includes the employee’s spouse
(or domestic partner), children and their spouses,
and the father, mother, sisters, and brothers of the
employee and his/her household.

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 GENERAL EMPLOYEE RESPONSIBILITIES

Confidential Information and Protecting Information of Third Parties:

Privacy of Communications: The Company respects the privacy of all of its
Confidential information includes all information, employees, business partners, and consumers. We are
whether technical, business, financial or otherwise, committed to protecting the privacy and security of
concerning the Company, which the Company treats personally identifiable information in compliance
as confidential or secret and/or which is not available with all applicable laws. Employees who handle the
or is not made available publicly. Company policy personal data of others must:
and various laws protect the integrity of Alorica’s
• Ensure that all customer and consumer records
confidential information, which must not be divulged
are maintained completely and accurately, with
except in strict accordance with established Company
confidentiality;
policies and procedures. The obligation not to divulge
• Act in accordance with applicable law;
confidential Company information is in effect even
• Act in accordance with client contractual
though material might not be specifically identified
obligations;
as confidential and the obligation exists during and
• Collect, use, and process personal data only for
continues after employment with the Company.
legitimate business purposes;
We must protect and enforce our Company’s • Avoid any unauthorized disclosure; and
intellectual property rights. In addition, the • Promptly report any improper disclosure or use of
Company respects the patents, trademarks, personally identifiable information.
copyrights, and confidential and proprietary
To further ensure that confidential consumer
information of others, including those of our clients,
information is protected from fraud and misuse, while
competitors, and our employees’ former employers.
in working areas (such as the operations floor) the
Any suspected infringement upon intellectual
use of personal electronic devices that can record or
property rights should be reported as described in
transmit information is prohibited. Personal electronic
the Code.

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 GENERAL EMPLOYEE RESPONSIBILITIES

devices include, but are not limited to: smartphones/ Collection Practices:
watches, tablets, MP3 players, DVD players, radios, The Company assists clients in aspects of accounts
cameras, or any device capable of storing data, receivable management, which may include
images, or sound, etc. Such devices are not allowed collections activity.
while in working areas, with the exception of
In compliance with state and federal regulations,
expressly designated members of management and
Alorica strictly prohibits improper collection activity.
Human Resources. These devices are only permitted
All employees engaged in collection activity are
in designated non-working areas during non-working
expected to use appropriate collection techniques
times, such as meal periods and breaks.
and activities and to know which activities and/or
behaviors are not permitted, based upon the
training provided.

Improper collections activities include, but are not

limited to, harassment, acts of misrepresentation,
unprofessional behavior, or other actions or behavior
prohibited by applicable consumer protection laws or
Company policy. Violation of the Company’s
policies related to collection practices is grounds
for appropriate disciplinary action, up to and
including termination.

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 GENERAL EMPLOYEE RESPONSIBILITIES

Company Assets: Alorica business must be documented on expense

Company property, including but not limited to reports in accordance with Alorica procedures. In
electronic devices, data, software, buildings, preparing expense reports, employees should review
equipment, supplies, and cash, must be used only these procedures for the documentation in order to
for legitimate purposes and in accordance with all be reimbursed for business expenses.
Company policies and procedures. Employees must
Software and Computers:
comply with security programs that help prevent the
Computerized information and computer software
unauthorized use or theft of Company property.
appear intangible, but they are valuable assets of the
Employees must abide by all applicable regulations
Company and must be protected from misuse, theft,
or contractual agreements governing the use of
fraud, loss and unauthorized use or disposal, just as
Company property. Please note that Company
any other Company property. You may not access
property also includes proprietary and trade secret
Alorica records of any kind for your personal use.
information, business processes and methodology,
and client and prospect lists. Employee Conduct:
Dishonest or illegal activities on Company premises
All cash and bank account transactions must be
or while on Company business will not be condoned
handled so as to avoid any question or suspicion of
and can result in corrective action, including dismissal
impropriety. All cash transactions must be recorded
and criminal prosecution. Alorica reserves the right to
in the Company’s books of accounts. All transactions
inspect any property that might be used by you for
shall be accurately and fairly recorded in reasonable
the storage of your personal effects.
detail in the Company’s accounting records.
Employees are personally accountable for Alorica
funds over which they have control. Expenses
actually incurred by an employee in performing

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 GENERAL EMPLOYEE RESPONSIBILITIES

Zero Tolerance for Fraud: • Dishonest acts aimed at taking unfair advantage
The Company has zero tolerance for fraudulent or of any Company or client program offered to
dishonest activities. The Company recognizes the consumers;
responsibility to identify and promptly investigate any • Improperly utilizing social media to secure an
possibility of fraudulent activities. Employees must improper or unfair benefit from the Company;
avoid fraud and work to maintain the highest business • Improperly profiting from any misrepresentation
ethics standards. to or regarding the Company or its clients,
suppliers, and vendors;
Fraudulent or related dishonest activities include, but • Abuse of access to client products, services, and
are not limited to: programs, including rewards programs;
• Falsification of expense reports or abuse of
• Theft of funds, securities, supplies, or any other
Company funds through expense reports;
Company or client systems, programs, or assets
• Authorizing or receiving payments for hours not
(including cash, furniture, fixtures, or equipment);
• Embezzlement; worked; and
• Authorizing or receiving payments for services
• Bribery/kick-backs;
not performed.
• False inflation of performance for financial gain;
• Information theft, e.g., client lists; Any act of fraud shall be dealt with seriously and will
• Illegal or fraudulent accounting or reporting of generally result in immediate termination and pos-
money transactions; sible criminal prosecution. The Company has zero
• Forgery or improper alteration of business tolerance for fraudulent or dishonest activities. Any
documents; suspicion of fraudulent activity must be reported as
• Acceptance or solicitation of any improper gift, described in below. Good faith whistleblowers will be
favor, or service that might reasonably tend to protected from retaliation.
influence the employee in the discharge of his or
her job duties;

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 GENERAL EMPLOYEE RESPONSIBILITIES

Accurate Business and Financial Records: • Properly executing quality reports, time records,
To carry out the Company’s core value of integrity, expense reports, and all other submissions such as
employees are responsible for preparing and benefits claim forms;
maintaining all Company business records fairly, • Disclosing all material and relevant information to
completely, and accurately. Accurate record keeping those responsible for the preparation or review
and reporting reflects on the Company’s reputation of the Company’s accounting and financial records,
and credibility, and ensures that the Company meets including the Company’s finance staff, and internal
its legal and regulatory obligations. To ensure or independent auditors;
accurate records, the Company maintains a system • Recording and classifying transactions in the
of internal controls. Employees are prohibited from proper accounting period and in the appropriate
taking any actions to circumvent the Company’s account and department;
system of internal controls. Preparing, maintaining, • Accurately reflecting all material transactions of
and reporting accurate business and financial records the Company;
includes but is not limited to: • Ensuring there are no false or misleading
statements or entries contained in any business
• Properly disclosing, recording, and accounting for records;
all funds, assets, and liabilities; • Maintaining records in accordance with generally
• Ensuring that all financial records are supported accepted accounting principles;
by adequate documentation to provide a • Maintaining records in accordance with all
complete, accurate, and auditable record; applicable laws and regulations;
• Refraining from making any false or misleading • Maintaining and protecting Company confidential
entries in any books or records of the Company information such as financial data, overhead data,
for any reason; bid/proposal information, profit rates, client lists,
• Ensuring that all records are truthful, complete, and dealer/discount information; and
and accurate;

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 GENERAL EMPLOYEE RESPONSIBILITIES

• Ensuring that all reports to regulatory authorities If you are ever unsure about a course of conduct or
are full, fair, accurate, timely, and understandable. business decision, ask yourself:

If any employee becomes aware of a possible • Is it consistent with the Code?

omission, falsification, or inaccuracy in business • Is it legal?
records, reporting submissions, or accounting or • Is it ethical?
financial documents, he or she is required to promptly • Is it honest?
report such information as described in the Code. • Is it the right thing to do?
No employee who reports a violation or potential • Will it reflect well on me and the Company?
violation in good faith will suffer retaliation so long • Will it protect the Company’s reputation?
as he or she was not a knowing participant in • Would I feel comfortable if it was reported in the
the violation. news or to someone I respect?

Identifying Potential Violations: If the answer to any of these questions is “no,” or

In order to do the right thing, all employees have you are not sure, do not proceed. Always ask
an obligation to uphold the ethical standards of the before acting.
Company. If you observe behavior that concerns
you, or that may represent a violation of the Code,
raise the issue promptly. This will allow the Company
to address and correct the problem, ideally before it
becomes a violation of law, a risk to the Company’s
security or reputation, or a threat to the health
of employees.

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 GENERAL EMPLOYEE RESPONSIBILITIES

Reporting Violations: Whenever possible, the Company will keep

You are responsible for compliance with these rules, confidential the identity of employees about or
standards and principles. In the area of ethics, legality against whom allegations of violations are brought,
and propriety, you have an obligation to Alorica that unless or until it has been determined that a violation
transcends normal reporting relationships. You has occurred. Reprisal against any employee who
should be alert to possible violations of the code has, in good faith, reported a violation or suspected
anywhere in the Company and are encouraged to violation is strictly prohibited. Good faith does not
report such violations promptly. Reports should be mean that a reported concern must be correct, but
made to your supervisor, other members of it does require you to be truthful and not intend to
management, any site or corporate Human Resources deliberately mislead when reporting a concern or
personnel, the appropriate security, audit, or legal potential violation.
department personnel, or elsewhere as the
Discipline:
circumstance dictates. You will also be expected to
You should recognize that it is in your best interest,
cooperate in an investigation of violations. If you are
as well as Alorica’s, to follow this code carefully. The
not comfortable bringing a possible violation directly
Company never has and never will authorize any
to the attention of the appropriate individual/
employee to commit an act that violates this code
department or you do not know the appropriate
or to direct a subordinate to do so. With that
individual/department to contact, you may report the
understood, under no circumstances would it be
concerns through Alorica’s Anonymous Reporting
possible to justify commission of such an act by
Hotline at 844.410.0009.
saying someone from higher management directed
All cases of questionable activity involving the code you to do so.
or other potentially improper actions will be reviewed
for appropriate action, discipline, or corrective steps.

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 GENERAL EMPLOYEE RESPONSIBILITIES

Clean Workstation Responsibilities

Keep it clean, people, keep it clean… Team Members: No personal paper or writing
utensils are permitted at your workstation. Members
 olicy: All papers on the production floor must
P are responsible for your workstation and must not
either be properly secured in their rightful place, make personal handwritten notes or leave any paper
or destroyed in the available shred bins. This at your workstation. Any Company information that
includes client-specific paper such as logs, needs to be left at your workstation, such as useful
downtime forms and flash training notices; telephone numbers, helpful instructions or tips, will
Alorica-specific paper such as Transfer Trackers, be laminated by Operations Management or kept in
login/out reports and QA scan forms; pens, document protectors on the cubicle walls. Personal
pencils and markers must also be secured on items such as backpacks, lunches, purses, etc.,
the production floor when not in use. No should be kept in the provided lockers where
handwritten notes, other than those expressly available, or as designated by Site management, and
required and permitted for business purposes, not on your workstation desktop. Members must
should be kept at your workstation. And sorry, never access personal belongings while on the
but no personal belongings are allowed on your production floor. Any client-specific paper or
workstation desktop. Alorica-specific paper will be turned in to the respective
team manager before leaving at the end of your shift.

Team Managers: Team Managers are the first level

responsible for enforcing this policy. If paper is
found in wastebaskets in your area of responsibility,
it is your responsibility to remove it and place it in
the shred bin. As a Team Manager, you are
responsible for enforcing adherence to this policy
on the production floor.
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 GENERAL EMPLOYEE RESPONSIBILITIES

Operations Management: Operations Management except as necessary to perform your job duties.
will laminate useful non-sensitive information You must not, under any circumstances, reveal this
identified by the floor that can be used during the information outside the Company without prior
course of business. Management approval. Such information may be used
only to perform Alorica job duties.
This policy is the Company benchmark for the
physical security of production floor workstations. As a condition of your continued employment, all
Sites may establish more stringent guidelines. Alorica employees and our independent contractors
However, this policy and its contents remain in effect are required to sign and maintain knowledge of the
and must be followed at all times by all employees, Company’s most recent version of the Employee
contractors, subcontractors and vendors. Invention and Confidentiality Agreement (EICA).
This Agreement defines the obligations in greater
Confidentiality detail. Any questions about your responsibilities in
The protection of confidential information and trade this area should be directed to Human Resources.
secrets is really important—for both Alorica and your Any violations of the policy can result in corrective
future with us—so be sure you understand this policy action up to and including termination and
completely! In the course of work, you may have prosecution. The policy should not be interpreted or
access to confidential information regarding the applied so as to interfere with employee rights to self-
Company’s marketing strategies, financial organize, form, join, or assist labor organizations, to
information, pricing strategies, equipment, its bargain collectively through representatives of their
vendors, its affiliates, suppliers, clients as well as choosing, or to engage in other concerted activities,
personal information regarding other employees. or to refrain from engaging in such activities.
To protect this information, you may not disclose any
trade secrets or confidential information at work,

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 GENERAL EMPLOYEE RESPONSIBILITIES

Dress Code If you come to work unsuitably groomed or dressed,

We respect your right to show your individuality, but you may be asked to return home, without pay, to
there are other ways to let everyone know you’re a change into more appropriate attire. Corrective action,
huge fan of SpongeBob, other than wearing your including termination of employment, could result
SpongeBob outfit to work. from a violation of this policy.

You are expected to dress in a manner that reflects Company-wide standards of dress are as follows:
good taste and business professionalism with • All clothing must be neat, clean, well-fitted and
consideration to position and frequency of client appropriate for a business establishment
contact. The purpose of business casual dress is to • Haircut and style should be clean and neat
give you a more comfortable clothing option while still • All employees are required to maintain the highest
maintaining a professional image. The clothes standards of hygiene and grooming
you wear directly reflects Alorica’s image to clients, • Professional attire may be required under certain
vendors and visitors. Please use common sense circumstances and in the case of client visits and
regarding what you wear here, and present a other business necessities
well-groomed appearance. You must dress in a
Unacceptable attire is as follows:
manner that is consistent with your responsibilities.
• Tank, cropped or half shirts
Attention should be paid to safety, Company image,
• Tight knit, spandex clothing or sheer clothing
and client interaction. Clothing is inappropriate if it
• Torn, frayed, or ill-fitting clothing
distracts or offends other employees, clients, visitors
• Shorts, skorts or skirts more than three (3)
or vendors. Any clothing or accessory that has
inches above the knee
words or images that may be offensive to other
• Backless, halter, or sun-type dresses
employees is unacceptable.
• Provocative or revealing clothing
• Fleece sweatpants or shorts
• Flip flops

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 GENERAL EMPLOYEE RESPONSIBILITIES

Management reserves the right to change the dress Identification Badges

guidelines, at any time, in full or part, to meet It’s your Badge of Honor. Wear it with pride!
client standards, business situations, reduced For security purposes, all employees are issued an
productivity or in response to non-compliance with ID/security badge on their first day of employment.
dress guidelines. All employees, regardless of position, must present
their ID upon entering any Company location.
Food and Beverages The ID/security badge allows you to enter secured
We love cupcakes as much as you do, but we’ve areas required by your job. Badges must be worn
got to draw the line somewhere. and clearly visible at all times while on Company
premises. You are responsible for your badge and
Food
there is a replacement cost for losing your badge.
Eating and chewing gum is a no-no on the Production
Under no circumstances are you to use another
Floor, training room areas, or other common areas.
employee’s badge. Failure to adhere to the badge
We have our reasons for this policy, and as you might
control procedures may be cause for corrective
imagine, it’s a real sticking point.
action up to and including termination.
Beverages
As far as we can tell, drinks were invented for two
reasons: to satisfy our thirst, and to spill all over the
place no matter how careful we are. Only beverages
in spill-proof containers with a snap-on or screw-on
lid are permitted at workstations. Cans and other
liquid containers such as paper, plastic, and
Styrofoam fast food cups with plastic lids are not
allowed in production or training rooms. The filling of
a spill-proof container must be done in the break room.

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 GENERAL EMPLOYEE RESPONSIBILITIES

Safety Job Assignment:

Accident prevention is a priority throughout all Each employee needs to review and understand
phases of our operation. We’re committed to the following:
creating, providing and maintaining a safe, secure • Before starting a job or task you should be trained
and healthy working environment for all employees on the hazards associated with your duties.
in accordance with Federal and State Occupational • You are not expected to perform a job without
Safety and Health regulations. In order to meet proper safety training.
these obligations, every employee must actively • You should not perform a job that appears to
participate and be committed to maintaining a safe be unsafe.
workplace. All supervisors have a responsibility to • Mechanical safeguards must be engaged and
ensure employees and guests are not working in or should never be bypassed.
creating unsafe conditions. • Inspect your work area and equipment prior to
beginning work each day and report any unsafe
One of our top safety goals is to be accident-free. conditions immediately to a supervisor.
This can be achieved by identifying workplace
hazards, correcting unsafe or unhealthful conditions Employee Participation and Responsibility:
as they arise, and avoiding unsafe acts. For specific • Know the job and how to apply all safe
safety questions and concerns, employees may work practices.
review the Injury and Illness Prevention Program • Know hazards of the job and protect yourself from
(IIPP) from Human Resources. those hazards.
• Immediately report safety hazards to a supervisor.
• Actively participate and cooperate in safety
meetings and training when requested.
• Comply with safety instructions.

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 GENERAL EMPLOYEE RESPONSIBILITIES

• Obey all health and safety warning signs. General Safety Rules:
• Immediately report injuries to a supervisor. The IIPP provides preventative measures to be
• Use First Aid supplies when practical. taken and observed by all personnel to reduce the
risk of accidents occurring in the workplace. Please
Code of Safe Practices: familiarize yourself with these.
• Follow Company’s IIPP.
• Report all unsafe conditions immediately to Alorica is sincere in our desire to conduct all
a supervisor. operations in the safest possible manner. We are
• Clean worksite conditions must be maintained at committed to providing a safe work environment for
all times. all our employees. In turn, it is your responsibility to
• Report all accidents immediately. make a commitment to the Company to work as
• All electrical wiring shall be to Code and safely as possible. Compliance with the IIPP will
maintained in safe condition. assist us in achieving this objective. These rules are
• Use proper lifting techniques. a minimum guideline for working safely. Continued
• Only qualified personnel can perform awareness and cooperation in safety is a vital part of
maintenance services. everyone’s job. You are expected to apply these
• Follow all manufacturers’ guidelines for any generally accepted standards of safety.
equipment used.
1. Whenever involved in an accident or incident
• Work shall be well planned and supervised.
that results in an injury or property damage, no
matter how small, the accident must be reported
to a supervisor immediately.
2. Obey all of the Company’s rules, government
regulations, signs, markings, and instructions.

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 GENERAL EMPLOYEE RESPONSIBILITIES

3. When lifting, use proper lifting technique: General Office Safety Rules:
Warm–up, check the load for weight, bend knees, 1. Know the job and follow instructions. Ask a
back straight, grasp load firmly, be square to what supervisor for assistance when needed.
is being lifted and never twist. Lift with the legs, 2. Use good ergonomic principles that apply to the
not the back. Ask for help with any item when its work area.
weight or shape is difficult for you to handle safely. 3. Know the emergency evacuation procedures.
4. Do not participate in horseplay. Horseplay and 4. If office equipment is malfunctioning, turn the
practical jokes frequently cause a serious injury equipment off and report the problem to a
and are not permitted. supervisor.
5. Do not distract or startle fellow workers while they 5. Worn wiring, overloading of outlets, and
are working. defective equipment should be fixed prior to use.
6. Avoid unnecessary noises, music, talking, or 6. Keep desk drawers and file cabinets closed to pre-
shouting that may take the attention of other vent tripping or striking.
employees away from their work and can be a 7. When using copy machines, printers, addressing
safety hazard to anyone. machines and/or paper cutters, use machines in a
7. No running. (With or without scissors). safe work manner to avoid hand injuries.
8. Clean floor spills and trip hazards at the facility 8. When lifting items, use proper lifting technique
or job site immediately. and do not lift items beyond your physical
capability (although feel free to grunt loudly
for effect, just for fun).
9. Clear pathway of any trip hazards prior to lifting
any material.
10. When going up or down any stairway or step, use
handrails to give support and balance.

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 GENERAL EMPLOYEE RESPONSIBILITIES

11. Walk in the office and do not run. Keep to Solicitation

the right when going through intersections We understand you want your kid to win that
in corridors. mountain bike from the school for selling all those
12. Open all doors slowly. magazines, but you can’t ask co-workers to sign up
13. Do not go into any room that is not properly lit. for People Magazine on company time.
14. Do not place items in any hallway, aisle,
passageway or stairway. Alorica has strict rules which prohibit improper
15. Look for things like debris, pens, carpet, etc., that solicitation and distribution of literature by employees
may present a trip hazard. and non-employees. The primary purpose of these
16. Avoid any spills or water on floors. Place rules is to keep employees’ working time free from
hazard sign, if available, and call maintenance non-work-related interference, to ensure that
immediately. working areas are kept free from litter and to keep all
17. Report all unsafe equipment and broken non-employees who want to solicit our employees or
furniture to a supervisor. distribute literature to them off of the Company
18. Report all electrical problems. property at all times.
19. Do not perform work that is not authorized.
In order to make the no solicitation/distribution rules
20. Use caution when entering or exiting the
more easily understandable to employees and to
building if rain, ice or other slippery conditions
promote their continued uniform enforcement, the
are present.
following written rules have been adopted:
Failure to follow safety guidelines anytime while at
work, or failure to stop any activity that may not be
specified in the Company’s safety policy but deemed
an unsafe act by management, may be grounds for
progressive discipline and/or termination.

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 GENERAL EMPLOYEE RESPONSIBILITIES

1. Solicitation and distribution of literature by non- Standards of Conduct

employees on Company property is prohibited. We’re about to go over the long list in our
2. Solicitation by employees on Company property “Standards of Conduct” Code. As you read through
is prohibited when the person soliciting or the it, we’re hoping your first thought will be, “Of course!”
person being solicited is on working time. Or at the very least, “Oh, okay.” If you have any
(Working time is the time employees are nagging thoughts or questions about anything you
expected to be working and does not include see here, please address these with your supervisor
rest, meal or other authorized breaks.) or Human Resources. Here we go.
3. Distribution of literature by employees on
Company property in nonworking areas during Alorica strives for an efficient, productive, fair and
working time, as defined above, is prohibited. safe work environment that fosters dedication and
4. Distribution of literature by employees mutual respect among employees. The Company’s
on Company property in working areas success depends on the quality of the relations
is prohibited. between you, our clients, and the general public. Our
clients’ impression of Alorica and their interest and
For a number of business-related reasons, Alorica willingness to do business with us is greatly formed
limits the number of charitable sponsorships it by the people who serve them (in other words, each
supports annually to no more than three employee of Alorica). Each of our employees shall
sponsorships per site. This requirement is strictly conduct themselves with integrity and show respect
followed. Information on selection criteria for a new for all those around them in the workplace, including
sponsorship or a listing of current sponsorships fellow employees, our clients and our vendors.
may be obtained from your local Human Resources
representative.

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 GENERAL EMPLOYEE RESPONSIBILITIES

As an employee of Alorica, you are expected to Standards of Conduct, regardless of whether or not
conduct yourself with integrity, which means but that standard is included on the following list, and
is not limited to: what corrective action is warranted when a standard
has been violated.
• Communicating in a courteous, respectful and
professional manner at all times whether in Some examples of unacceptable actions while you
person, in writing or on the telephone; are involved in Company business (whether on or
• Taking pride in the quality of work; off Company premises) which violate the Code
• Maintaining a professional appearance and include, but are not limited to, the following:
adhering to the business casual dress code;
• Discourtesy to customers, clients, co-workers
• Protecting and preserving Company and
or vendors;
client property;
• Inappropriate phone handling of customer calls
• Being honest and truthful with the client’s customers
including but not limited to integrity, rudeness,
regarding client products, services, and capabilities
tone of voice, not acknowledging calls or
about which they inquire, are advised, or purchase;
• Complying with safety procedures, requirements deliberately hanging up on a customer;
• Transporting personal customer information
and guidelines;
without approval;
• Adhering to schedule and attendance procedures;
• Unauthorized contact directly to clients or
• Refraining from abusive, harassing or profane
clients’ customers;
language in the workplace (for example, fighting
• Unauthorized or inappropriate chat sessions with
or name-calling is prohibited); and
clients or internal customers;
• Maintaining Company, client and customer
• Dishonesty in providing information to the
confidentiality.
Company or clients. This includes falsification
It is within the sole discretion of Alorica to determine of any Company documents, employment
whether you have violated any policy regarding the records (e.g. applications), time records, or
furnishing false information;
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 GENERAL EMPLOYEE RESPONSIBILITIES

• Behaving in an unprofessional manner; Any conduct that compromises the values of the
• Refusal to perform a reasonable request of supervisor. Code may be the basis for investigation or corrective
• Refusal or failure to cooperate with any Company action if Alorica reasonably believes such conduct
investigation; may negatively affect or harm job performance or
• Unauthorized use or disclosure of Company or the well-being of others in the workplace. Alorica will
client proprietary or confidential information; investigate and/or refer to the appropriate authorities
• Personal use of Company equipment, time, any conduct by you that may harm the safety of other
materials, facilities, without express Company individuals or the Company’s reputation or property.
approval, whether the use is for your direct
benefit or not;
• Sleeping or appearing to be asleep on the job or
anytime during a scheduled work period;
• Working unauthorized overtime, or failure to
report overtime hours worked;
• Failure to correct inappropriate personal
appearance, grooming, or personal hygiene;
• Reporting to work under the influence of any
type of drug or alcohol;
• Conflict of interest such as working for another
company engaged in the same or similar business
to the Company; and
• Any criminal conduct, including gambling or
possession or distribution of illegal substances.

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 GENERAL EMPLOYEE RESPONSIBILITIES

Substance Abuse Policy Applicability:

Our Substance Abuse policy is intended to apply
whenever anyone is representing or conducting
 urpose and Goal: Alorica is committed to
P
business for Alorica. Therefore, this policy applies
protecting the safety, health and well-being of all
during all working hours, whenever an individual is
employees and other individuals in our workplace.
conducting business or representing the Company,
We recognize that alcohol and controlled
on or off Company premises, while on call or on
substance abuse and illegal drug use pose a
paid standby.
significant threat to our goals. We have
established a Substance Abuse Program that Covered Workers:
balances our respect for individuals with the need Any individual who conducts business for Alorica,
to maintain an alcohol- and drug-free environment. on or off its property, or is applying for a position, is
covered by our Substance Abuse policy. This Policy
applies to employees of any classification, including,
but not limited to, managers, supervisors and full-
time and part-time employees.

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 GENERAL EMPLOYEE RESPONSIBILITIES

Prohibited Conduct: testing-related documents, including, but not

Alorica’s Substance Abuse policy prohibits a range limited to, authorization forms;
of conduct, including, but not limited to, the following: 7. Refusing to submit to the type of searches
1. Use, possession, trade, manufacture, dispensation, identified in the section entitled “Searches”
purchase and/or sale of alcohol, illegal drugs, below, when requested by management; and
(under either federal or state law) controlled 8. Illegal, unauthorized use and/or abuse of controlled
substances or drug paraphernalia on Company substances such as prescription medications.
premises or Company business, in Company-
Prescription and over-the-counter drugs are not
supplied vehicles or during working hours;
prohibited when taken in standard dosage and
2. Storing in a locker, desk, automobile or other
according to a physician’s prescription. If you are
repository on Company premises any illegal
taking prescribed or over-the-counter medications,
drug, any controlled substance, any alcohol
you will be responsible for consulting with the
or any drug paraphernalia;
prescribing physician and/or pharmacist to ascertain
3. Being other than drug- and alcohol-free on
whether the medication may interfere with safe
Company premises, in Company-supplied
performance of your job. If the use of a medication
vehicles, or during working hours;
could compromise your safety, or the safety of fellow
4. Refusing to provide, switching or adulterating any
employees or the public, it is your responsibility to
sample submitted for testing under this policy;
use appropriate personnel procedures (for example:
5. Off-duty use of illegal drugs;
call in sick, use leave, request change of duty, notify
6. Refusing to consent to a lawful request by the
supervisor, notify company doctor) to avoid unsafe
Company for the testing of, or to the submission
workplace practices.
of a breath, saliva (oral) and/or urine sample
when requested by management under this policy,
or refusing to sign lawfully requested and required

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 GENERAL EMPLOYEE RESPONSIBILITIES

Notification of Convictions: require you to submit a breath, saliva (oral), and/

If you are convicted of a criminal drug violation you or urine sample for alcohol and/or drug testing.
must notify the Company in writing within five (5) 3. Unless otherwise prohibited by applicable law,
calendar days of the conviction. Alorica may, at its sole discretion, require you, if
involved in a work-related accident, to undergo
Alcohol and Controlled Substance Testing: immediate testing for alcohol and drug use by
1. Your offer of employment with Alorica will be submitting a breath, saliva (oral) and/or urine
dependent upon the successful completion and sample for testing.
passing of a drug screening process. You will be 4. Applicants and employees subject to testing
required to submit to a breath, saliva (oral), and/or will be given the opportunity, prior to testing,
urine sample for testing. If you are seeking to list all prescription and non-prescription drugs
such a position and fail to pass the prescribed used in the last thirty (30) days and to explain the
drug test, you shall be rejected for hire or rehire circumstances surrounding the use of such drugs.
and shall be ineligible for hire or rehire for twelve 5. Prior to testing, you must sign an approval form
months from the date of the test, or the maximum consenting to the testing and consenting to the
period allowed by law. If you are currently an release of the test results to the Company’s
employee of the Company, you shall be rejected designated representative.
for the position and shall be subject to corrective 6. Prior to taking any action, the Company will give
action, up to and including immediate termination. all employees who test positive the opportunity to
2. Unless otherwise prohibited by applicable law, explain the test results.
whenever Alorica has reasonable suspicion to
believe that your work performance or on-the-job
behavior may have been affected in any way by
alcohol or drugs, or that this policy has otherwise
been violated, Alorica may, at its sole discretion,

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 GENERAL EMPLOYEE RESPONSIBILITIES

Testing Procedures: Searches:

To ensure the accuracy and fairness of our testing Alorica may, at its sole discretion, search you, search
program, all testing will be conducted according to your locker, desk or other Company property under
DHHS/SAMHSA guidelines and any state laws where your control, as well as your personal effects or
applicable and will include a screening test; a automobile on Company property. You shall
confirmation test; the opportunity for a split sample; not maintain an expectation of privacy in any of these
review by a Medical Review Officer (MRO), including items located on the Company’s premises at any time.
the opportunity for employees who test positive to
provide a legitimate medical explanation, such as a
physician’s prescription, for the positive result; and a
documented chain of custody. All testing will meet
the certification requirements of applicable law.

• All testing information obtained pursuant to

this policy will be maintained in separate,
confidential files.
• Unless otherwise prohibited by law, each employee
and applicant, as a condition of employment, will
be required to participate in pre-employment,
post-accident and reasonable suspicion testing
upon selection or request of management.

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 GENERAL EMPLOYEE RESPONSIBILITIES

Consequences for Violations of This Policy: Professional Assistance and Treatment:

• Violation of the Company’s Substance Abuse policy Alorica recognizes that alcohol and drug abuse and
may result in corrective action, up to and including addiction are treatable illnesses. We also realize that
termination, at the Company’s sole discretion. early intervention and support improve the success of
• Continued employment, if any, following a violation rehabilitation.
of this policy, may be conditioned on the employee
To support you with this, our policy:
signing a “Last Chance Agreement” prepared by
1. Encourages you to seek help from trained
the Company.
professionals if you are concerned that you or a
• Voluntary requests for assistance prior to violation
family member may have a drug and/or alcohol
of this policy will not prevent corrective action for
problem; and
violation of this policy.
2. Encourages you to utilize the services of qualified
• As explained above, applicants who fail a drug test
professionals in the community to assess the
or otherwise violate this policy will have their offer
seriousness of suspected drug or alcohol problems
for employment withdrawn and will not be eligible
and identify appropriate sources of help.
for employment.
• An employee will be subjected to the same Treatment for alcoholism and/or other drug addiction
consequences of a positive test if he/she refuses may be covered by the employee benefit plan.
the screening or the test, adulterates or dilutes However, the ultimate financial responsibility for
the specimen, substitutes the specimen with recommended treatment belongs to you.
that from another person or sends an imposter,
refuses to sign the required forms or interferes with
or obstructs the testing process in such a
way that prevents completion of the test.

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 GENERAL EMPLOYEE RESPONSIBILITIES

Confidentiality: It is the supervisor’s responsibility to:

All information received by Alorica through this • Inform you of the drug- and alcohol-free workplace
policy will be treated in a confidential manner, as and this policy;
required by law. Access to this information is • Observe your performance;
limited to those who have a legitimate “need to • Investigate reports of dangerous practices;
know” in compliance with relevant laws and • Document negative changes and problems
management policies. in performance;
• Counsel you as to expected performance
Shared Responsibility: improvement; and
A safe and productive drug- and alcohol-free • Clearly state consequences of policy violations.
workplace is achieved through cooperation and
shared responsibility. Both employees and Communication:
management have important roles to play. You Communicating our policy to both supervisors and
are required to not report to work or be subject employees is critical to our success. To ensure you
to duty while your ability to perform job duties is are aware of everyone’s role in supporting our policy:
impaired due to on- or off-duty use of alcohol,
• All applicants and employees will receive a written
illegal drugs or the abuse of controlled substances.
copy of the policy;
In addition, you are encouraged to: • The policy will be reviewed in orientation sessions
• Be concerned about working in a safe environment; with new employees; and
• Support fellow workers in seeking help; and • Every supervisor will receive all training required
• Report dangerous behavior to their supervisor. by applicable law, including training to help him/
her recognize and manage employees with alcohol
and other drug and substance abuse problems,
and to identify suspicious employee activity, which
requires reasonable suspicion testing.

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 GENERAL EMPLOYEE RESPONSIBILITIES

Tobacco Use Weapons Possession

Alorica is committed to providing a tobacco-free Unless required under state law, Alorica will not
work environment. Smoking or the use of any tolerate weapons of any kind on its premises
tobacco products, including electronic cigarettes including the parking lot and all surrounding land
(e-cigarettes) is therefore not permitted inside any deemed as Company property. This applies to any
Company facility or work area. If you wish to use any article that can be construed as a weapon (including,
of the prohibited products, you must limit your use but not limited to guns, ammunition, knives, etc.).
to your specific break or meal periods and to the Possession of such articles is grounds for dismissal.
designated outside areas.
Workplace Violence
Visitors Acts or threats of physical violence, including
It’s fun to have your friends and family visit you at intimidation, harassment, and coercion, which involve
work, but due to the confidential nature of Alorica’s or affect Alorica or occur on Company property, will
business, the following guidelines must be followed not be tolerated. Acts or threats of violence include
for visitor access: conduct which is severe, offensive, or intimidating
• All visitors to Alorica’s facilities must sign in enough to alter the employment conditions at the
• Visitor badges are issued upon signing in and must Company or to create a hostile, abusive, or
be worn at all times intimidating work environment for one or more
• An authorized Company employee must employees. Examples of workplace violence include,
accompany visitors to all Company facilities from but are not limited to:
the time they enter the building until they leave • Threats or acts of violence occurring on
• You are responsible for the conduct of your visitors Company premises, regardless of the relationship
while they are on the Company’s premises. Even between Alorica and the parties involved in
crazy, well-meaning uncles. So you know... the incident.
choose wisely.

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 GENERAL EMPLOYEE RESPONSIBILITIES

• Threats or acts of violence occurring off Company Company property when his/her actions affect
premises involving someone who is acting as a Company business interests, may lead to corrective
representative of Alorica. action up to and including termination, and/or legal
• Threats or acts of violence occurring off Company action, as appropriate. No provision of this policy shall
premises involving an employee of the company alter the at-will nature of the employment relationship
if the threats or acts affect Alorica’s legitimate at Alorica.
interests.
You and every person on Company property should
• Acts or threats resulting in the conviction of an
immediately report incidents of threats or acts of
employee or agent of Alorica, or of an individual
physical violence, which you know about. Reports
performing services for Alorica on a contract or
should be made to the individual’s supervisor, the
temporary basis, under any criminal code provision
Site Director and Human Resources. Prompt
relating to violence or threats of violence which
investigation and resolution of any violation will be
adversely affect Alorica’s legitimate interests
made with discretion and in the same manner as
and goals.
any other infraction of Company policy. Nothing in
Acts of workplace violence by any people involved this course of action alters any other obligation
in Alorica’s operations, including, but not limited to, established in Company policies or in state, federal,
Alorica personnel, contract and temporary or other applicable law.
workers, and anyone else on Company property
may lead to corrective action up to and including
termination, and/or legal action, as appropriate.
Violence, threats or acts of violence by an individual
acting as a representative of Alorica while off
Company property, or by an individual acting off

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WHERE WE GET
ALL TECHNICAL
WORKPLACE TECHNOLOGY
Hit ‘send’ with no regrets.

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 WORKPLACE TECHNOLOGY

Ahhhhh, technology. What would we do without it? •E

 mail, voicemail, instant message, and chat are to
Actually, we at Alorica would have a mighty tough be used for legitimate business purposes only; they
time doing what we do without it, so give it the are not intended for use to send/receive messages
props it deserves and read through the do’s and of a personal nature.
don’ts below. •U
 nauthorized personnel are prohibited from
accessing another employee’s messages (an
Communication Monitoring example of an “authorized” employee would be
Email, Voicemail, Instant Message and Chat: a secretary who has been given responsibility for
Alorica’s policy requires you to treat email, voicemail, sorting, filing, answering and/or printing email mes-
instant message, and chat with the same respect sages, or reviewing, responding to and/or sending
and confidentiality as all other workplace-generated voicemail messages).
communications (such as memos, correspondence, •W
 ith Human Resources’ consent and approval,
reports, etc.). The guidelines below are provided to supervisory personnel may review email, voicemail,
help you understand your rights and responsibilities: instant message, and chat communications for
the employees they supervise at any time for any
•A
 ll email, voicemail, instant message, and chat
reason including, but not limited to, determining the
communications are considered to be company
status of work in progress, violations of
records; Alorica reserves the right to access and Company policy and breaches of security.
disclose any and all messages for any purpose. This •U
 nnecessary distribution of email, voicemail,
policy cannot be modified by a supervisor’s conduct. instant message, and chat messages that require
the time of others to review, sort and/or respond to
are to be avoided.
•N
 o chat or instant message programs should be
installed without management approval.

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 WORKPLACE TECHNOLOGY

Phone Calls: organization. Material that is fraudulent, harassing,

In some areas of Alorica, there are service-oriented sexually explicit, profane, obscene, intimidating,
functions that require call monitoring to assist with defamatory, or otherwise unlawful or inappropriate
training and to appraise individual performance. This may not be sent internally or externally by email or
is because our product is most often your voice on other form of electronic transmission or displayed
the phone, and the best way to evaluate our product on or stored in any Company equipment. If you
is to listen to the quality of the call. Monitoring may encounter or receive this kind of material, you should
occur at any time, and it is not possible to provide immediately report the incident to your supervisor or
immediate notification without interrupting the the local Human Resources Manager.
phone call flow. Based on assigned position, separate
unmonitored phones are provided for personal Computer Software and Computer Crime
phone calls. Alorica’s policy regarding the use of computer
software and computer-related crime is based
Computer Network Use Limitations— primarily on legal statutes that have been enacted
Prohibited Activities to address these areas. The points that follow are
Without prior written permission from Alorica, the intended to communicate Company policy and also
Company’s computer network may not be used to help you understand your rights and responsibilities:
disseminate, view, store or download commercial or
1. Alorica routinely purchases or licenses computer
personal advertisements, solicitations, promotions,
software for single machines from a variety
destructive code (e .g ., viruses, Trojan horse
of outside entities; however, Alorica does not
programs, etc.) or any other unauthorized materials
necessarily own the copyright to this software
or software including personal software. Company
or any associated documentation. As a result,
technology systems may never be utilized to harass,
Company employees generally do not have the
intimidate or otherwise annoy another individual or

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 WORKPLACE TECHNOLOGY

right to reproduce the software or documentation of software or related documentation will be

for use on more than one computer without disciplined as deemed appropriate under the
formal authorization from the software developer. circumstances. Such discipline may include
When any additional copies are needed, you must termination. Employees will also be disciplined as
contact the respective systems department for deemed appropriate for the use of “non-business”
assistance. software while at the workplace.
2. Regarding use on networks or multiple machines, 5. Any Company employee who intentionally
you must utilize the software and documentation accesses any computer, network, program or data
in strict accordance with the Company’s license without the proper authorization to do so is in
agreement. All questions related to license violation of the law. Further, any employee who
agreements or network/multiple machine has proper authorization to access a computer or
usage must also be directed to your respective network, but who knowingly and intentionally
systems department. exceeds the limits of such authorization, is also in
3. If you become aware of potential misuse of violation of the law. Any incidents of this nature
software or associated documentation within are not condoned by the Company and will not
the Company, notify the department manager be tolerated.
or Human Resources.
Intentional unauthorized access to a computer or
4. According to U.S. copyright law, any individual
network, or the intentional misuse of authorized
involved in the illegal reproduction of software
access, can result in additional violations of the law
or related documentation can be subject to civil
when such actions result in:
damages as high as $100,000 per item copied,
as well as criminal penalties including fines,
imprisonment or both. Company employees
who make, acquire, or use unauthorized copies

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 WORKPLACE TECHNOLOGY

• Another individual being unfairly deprived of Permitted Use of Internet and

property or services
Company Technology
•A nother individual’s property or services being
The computer network is the property of Alorica
improperly obtained
and is to be used for legitimate business purposes.
•T he improper alteration, damage, deletion or
Users are provided access to the computer network
destruction of any property or service
and telephone access to assist them in the
•T he unplanned disruption of normal computer or
performance of their jobs. Additionally, certain
network operations
employees (“Users”) may also be provided with
•T he improper access to information which is
access to the Internet through the computer network.
required to be kept confidential
All Users have a responsibility to use the Company’s
Again, any incidents of this nature are not condoned computer and telephone resources as well as the
by Alorica and will not be tolerated. Internet in a professional, lawful and ethical manner.
Abuse of the computer network or the Internet may
Passwords result in corrective action, including possible
Let’s make sure they’re not as easy as 1-2-3. termination, and civil and/or criminal liability.
You are responsible for safeguarding your passwords.
Computers, telephones, computer systems, and
You are responsible for all transactions made using
electronic media equipment (including computer
your passwords. You may not access the computer
accounts, laptop computers, cellular phones, printers,
system with another person’s password or account.
networks, software, electronic mail, Internet access
A violation of this Policy may result in corrective
connections, etc.) at Alorica are provided for the use
action up to and including termination, as well as
of some employees for business-related use.
possible criminal and civil liability.

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 WORKPLACE TECHNOLOGY

Regarding computer information, voicemail, email, You should not have any expectation of privacy in
or letters addressed to a Company address, you anything you create, store, send or receive on the
have no privacy rights to this information. Unless computer system. The computer system belongs to
otherwise prohibited by law, Alorica may open and Alorica and may be used only for business purposes.
view or listen to this information as it sees fit. It is the Alorica may access and review any material of the
responsibility of Alorica employees to see that these user at any time.
information systems are used in an efficient, ethical,
You expressly waive any right of privacy in anything
and lawful manner. The use of information systems
you create, store, send, or receive on the computer or
is a privilege extended by Alorica, which may be
through the Internet or any other computer network.
withdrawn at any time. Your use of the computer
systems may be suspended immediately upon the
discovery of a possible violation of these policies. Personal Cell Phones and Other Equipment
In an effort to protect sensitive information, the use
A violation of the provisions of this policy may result
of non-Company-issued cell phone equipment or any
in corrective action up to and including termination.
“Personal Electronic Device” (smartphones/watches,
Computer resources include, but are not limited to: tablets, MP3 players, DVD players, radios, any device
host computers, file servers, application servers, capable of storing data, images, or sound, etc.) in the
communication servers, mail servers, fax servers, production areas is prohibited. PEDS may not be used
web servers, workstations, standalone computers, or stored in any Alorica production area (such as: QA
laptops, software, data files, and all internal and booths, production floors, bathrooms, training rooms,
external computer and communications networks hallways, etc.). The use of PEDs will be permitted
that may be accessed directly or indirectly from our ONLY in the break rooms or outside of the
computer network. Company’s facilities.

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 WORKPLACE TECHNOLOGY

Social Media
Look at you, so close to the end of this awesome
(albiet lengthy) handbook! Perhaps you’re looking
forward to finishing up so you can hop on social
media for some lighter viewing and posting. If so,
what a coincidence—we’re just getting to our
Social Media Policies section.

So before you tweet, or post, or blog, or create a

new meme that takes the world by storm—or even
if you don’t know what any of that means—check
out our Social Media do’s and don’ts!

 urpose: The purpose of this Social Networking

P
Policy (“Policy”) is to provide some general
guidelines and procedures for employees to
follow when using social websites. We understand
how important social networking is to business
development and are in no way discouraging its
use with this Policy.

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 WORKPLACE TECHNOLOGY

Application: Think before you post! You are personally

This Policy applies to Alorica employees and other responsible for all content you post on social media
parties representing Alorica who use the following: under this policy. You must comply with applicable
law and Company policies, including, but not limited
• Multimedia and social networking sites to, the Company’s Code of Ethical Business Conduct,
(Facebook, LinkedIn, etc.) System Use agreement(s), Internet Usage Policy,
• Micro-blogging sites (Twitter, SnapChat, etc.) Harassment and Discrimination Policy, Information
• Blogs (both internal and external) Security Policy and Standards Manual, Insider
• Wikis such as Wikipedia and any other site Trading Policy, Global HR Data Privacy Policy,
where text can be posted Intellectual Property Use Policy, and any
• Web forums, email discussion lists, etc. Acknowledgment of Conditions of Employment or
• Video and photo sharing websites (YouTube, Employment Agreement.
Flickr, Instagram, etc.)
Employees should remember that any conduct, online
Use of any of these sites or activities is, in each
or otherwise, that negatively or adversely impacts
case, referred to as a “posting” in this Policy. Unless
the employee’s job performance or conduct, the job
representing Alorica in the social media (pursuant to
performance or conduct of other coworkers or
Section II of this Policy), you should always use your
adversely affects clients, customers, colleagues or
personal email address, not a company email
associates of Alorica or Alorica’s legitimate business
address, for any posting or social network profile
interests may result in disciplinary action, up to and
that you establish. including termination of your employment.

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 WORKPLACE TECHNOLOGY

A special note about using Social Media at work. a. Legally responsible for your personal postings
Please remember that unless you are specifically b. Subject to liability if your posts are found
authorized to represent Alorica on social media and/ vulgar, obscene, threatening, intimidating,
or your job responsibilities specifically authorize you harassing, or a violation of Company policies
to do so, use of social media during your scheduled against discrimination, harassment, or hostility
work time and/or accessing social media sites using on account of age, race, religion or other
the Company network is prohibited. protected class.
2. Be accurate and honest. We realize that everyone
Yes, your accounts are your own, and yes, we deeply has complaints or criticisms from time to time and
respect that. But if you’re an Alorica employee, you that social media posts are frequently used as
do have a responsibility to protect, defend, and outlets to express these feelings. Alorica strongly
uphold the Alorica name—just like you do IRL— encourages employees to report complaints
especially if you talk about Alorica or identify yourself directly to us first so that we may have the
as an Alorica employee. opportunity to investigate and find solutions to
your concerns. Complaints may be made in person
When making any posting, including personal
with Human Resources or anonymously by calling
postings not referring to Alorica or its business,
(844) 410–0009. However, if you must post, keep
you must:
it respectful and honest. Never publish
1. Be authentic. Your personal posting reflects your
information which is known to be false about
personal point of view, not the point of view of
Alorica or any co-workers, clients, customers,
Alorica. Take personal responsibility for what you
colleagues or other individuals that work on behalf
publish online. Ultimately, your content is yours—
of or are associated with Alorica.
and that means you are:

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 WORKPLACE TECHNOLOGY

3. Are you going to talk about Alorica? 6. Respect fair use and copyrights. Watch out for and
#iwork4alorica is a quick and easy way to disclose don’t share confidential (such as: competitive
your affiliation with us. If you’re specifically talking information, trade secrets, details of a client
about Alorica online, you use this hashtag—the engagement, etc.) or copyrighted (such as: music,
Federal Trade Commission says you have to—and photos, videos, text, logos, etc.) information.
if you’re on a long-form platform, you can use this Your postings may not include Alorica’s logos or
statement: “This post reflects my personal trademarks or those of Company clients, partners
thoughts and opinions which do not necessarily or suppliers.
reflect the views of Alorica.” 7. Be respectful. You should be fair, courteous and
4. Protect client confidentiality. Do not reference respectful to co-workers, clients, customers,
clients, use client logos, or discuss client programs colleagues and other individuals who work on
in any way. behalf of Alorica and demonstrate respect for their
5. Protect Alorica’s confidential and proprietary privacy. “Cyber bullying” will not be tolerated.
information. You may only disclose public Please avoid posting any statements, photographs,
information and must not disclose Alorica’s video or audio that may be viewed as
confidential information. If you are unsure if malicious, obscene, threatening, harassing or
information is public or private, please ask your abusive of co-workers, clients, customers,
manager. Disclosing competitive information colleagues or other individuals that work on behalf
or trade secrets is cause for termination of of or are associated with Alorica. Employees are
employment. required to refrain from engaging in offensive
postings that may create a hostile and abusive
work environment based on race, sex, religion or
any other protected class.

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 WORKPLACE TECHNOLOGY

Be a Scout: What this Really Means:

If you see confidential Company information posted Alorica reserves the right to ask you to delete, report
in a public forum, you should notify the Director of inappropriate content, or delete content at any time
Digital Strategy at socialmedia@alorica.com. based on needs as determined by the Marketing and
Legal departments. Most commonly this will be as a
Breach of Policy: result of a violation of client obligations, so please
Violations of this Policy may result in corrective be extra-vigilant about protecting proprietary
action up to and including termination, prosecution information.
or civil litigation. Many of the responsibilities detailed
in this Policy extend beyond employment with Alorica Protected Activity:
including, but not limited to, respecting the Nothing in this policy shall prohibit employees from
Company, its clients’, its business partners’, and its engaging in concerted activity to complain about the
suppliers’ copyrights, trade names and trademarks, terms and/or conditions of their employment and/or
and confidential information. advocate for change.

Retaliation Prohibited:
Alorica prohibits taking adverse action against any
employee for reporting a possible violation of this
policy or cooperating in any investigation with
respect to a complaint under this policy. Any
employee who retaliates against an individual for
engaging in activity protected by this policy shall
be subject to disciplinary action, up to and including
termination of employment.

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 WORKPLACE TECHNOLOGY

Virus Detection
Files obtained from sources outside the company,
including disks brought from home, files downloaded
from the Internet, newsgroups, bulletin boards, or
other online services; files attached to email, and
files provided by clients or vendors, may contain
dangerous computer viruses that may damage the
company’s computer network.

You should never download files from the Internet

or outsiders, accept email attachments, or use disks
from non-Company sources, without first scanning
the material with Company-approved virus-checking
software. If you suspect that a virus has been
introduced into the Company’s network, notify
your supervisor immediately.

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HANDY LINKS,
NUMBERS &
RESOURCES

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 HANDY LINKS, NUMBERS & RESOURCES

Engage - Alorica’s Social Intranet SmartBen

In addition to scintillating company announcements, Medical, Dental, Vision, Disability benefits, etc.
events, and activities, Engage also provides a way 1. Your login is the first letter of your first name,
to comment, submit an idea, ask a question or post your last name and the last 4 digits of your Social
a personal update. Security number. Your password is the last 6
digits of your Social Security number.
Oracle Example Username: jsmith6789
Under Employee Self-Service, you can update Example Password: 456789
your address, update your W-4 selection, enroll in 2. Click Begin Enrollment button.
direct deposit and more. If you have any questions 3. Make benefit selections. Once all of your
or need assistance, please contact your local HR lections are complete, each benefit will have a
representative. green light. To proceed to the next step, click the
green button labeled “Elect & Continue”.
Username: First initial Last name (without any spaces) 4. Review your Confirmation. Examine your
Temporary Password: Social security number elections thoroughly and enter your initials
(without dashes) to acknowledge your agreement before
clicking “Continue”.
Lighthouse Complaint Hotline 5. You have successfully completed the enrollment
Employees may report any concerns or complaints process. Print a copy of your Confirmation
under the policies in this Handbook or otherwise Statement for your records.
related to their employment, anonymously by
contacting the complaint hotline at (844) 410–0009.

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 EMPLOYEE HANDBOOK ACKNOWLEDGMENT AND RECEIPT

I hereby acknowledge receipt of the Alorica employee handbook. I understand and agree that it is my responsibility to read and
comply with the policies in the handbook.

I understand that the handbook and all other written and oral materials provided to me are intended for informational purposes only.
Neither it, company practices, nor other communications create an employment contract or term. I understand that the policies and
benefits, both in the handbook and those communicated to me in any other fashion, are subject to interpretation, review, and change
by management at any time without notice.

I further agree that neither this document nor any other communication shall bind the company to employ me now or hereafter and
that my employment may be terminated by me or the company without reason at any time. I understand that no representative of
the company has any authority to enter into any agreement for employment for any specified period of time or to assure any other
personnel action or to assure any benefits or terms or conditions of employment, or make any agreement contrary to the foregoing.

I also understand and agree that this agreement may not be modified orally and that only the president of the company may make a
commitment for employment. I also understand that if such an agreement is made, it must be in writing and signed by the president
of the company.

_____________________________________
Employee’s Name in Print

_____________________________________
Signature of Employee

_______________________
Date Signed by Employee

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You came. You saw. You read.
You read... a lot. You committed to
doing your best. That’s all we can ask.

Welcome to the Team!

Internal use only—not for distribution.