"Deviance" is defined: a scribe is scheduled to be working, but they're either late for a shift/missed time in a shift (negative deviance) or working in a time which they had not previously designated/working beyond their scheduled hours (positive deviance.)

"Late" is defined: a scribe entering into 30 mins or more of negative deviance, aka, they are 30 mins late or more for the start of their shift with no attempt to contact the office and no attempt to make a schedule adjustment.

Negative deviance / lateness could affect our TAT if a scribe has a job docked and have not logged in at their designated time to complete the job.

Example: Let's say a job is due Friday at 5:00. On Thursday afternoon, a scribe docks the job, finishes half of it and ends their shift normally. The job is due the next day, so it can be closed and worked on later. But if Friday rolls around, and it's 4:00, and the scribe still hasn't logged in to work on the rest of this job, we're now in a pickle because the job is likely going to be late (not including the time needed if the job requires going thru a QA process). So there needs to be intervention to prevent this.

Auto Forfeit: This function is designed to automatically forfeit a job from a scribe if they don't have the proper COSA schedule to meet the due date of a job.

Example: A scribe docks a job on Friday that is due the following Monday. However, the scribe always has Mondays off on their COSA schedule. The system will see this and decide, "This scribe cannot finish the job by its due date" and naturally move the job back into the queue. The scribe would have to adjust their schedule and have any changes approved to interrupt this process.

However, the Auto Forfeit is not 100% effective in every situation, for example, when a scribe IS on schedule but simply haven't arrived for their shift. Auto Forfeit sees the scribe is "supposed to be" working up til the due date, so the system elects to leave the job in the queue of the scribe, even though in the real world, they may be running late and causing a late submission of a job. So in this case we'd use ...

Manual Forfeit: This is the process where Custom Management manually intervenes with a docked job to release it from a late/deviant scribe.

This process requires manual effort of checking what jobs are due the given day, which of those are in production, who has them docked and if the scribes are going to finish the jobs by the deadline that day. The most common issue we see if scribes who have docked something the night before and are not showing up early enough to complete the jobs before their daily deadlines.

Custom Management should be checking the queue a few times a day, especially in the morning and early afternoon, to ensure that all jobs due that day are on schedule to be submitted. If a job "needs attention" and is risking being submitted late, here's some guidelines to follow:

1. If a scribe has not logged in / reached out / made a schedule adjustment within a half an hour of the start of their shift on the given day, an email should be sent. If the scribe communicates back and is able to log in and complete the job they originally started, we should allow them to do so.

2. If a scribe has not logged in within an hour of their scheduled time, and there still has been no response or schedule adjustment, the job should be forfeited at this point to have ample time to enter the queue and go through the normal production process. The scribe should also receive a follow-up / warning for a first infraction, and scribe should be reminded of deadlines, due dates, schedule policies, communication, etc.

2b. Regardless of the above, a job should be released back into the queue once it reaches the 2-hour window of being due. So if it's due at 5pm, it should be DOCKED and IN PRODUCTION no later than 3pm.

- The first late infraction of true lateness should be a warning. Remind scribe that repeat offenses could lead to DQ of production bonuses and pay incentives. Review expectations / clear up any questions. If it's just a case where the scribe is late half an hour every day, maybe suggest to adjust their AVB.

- The second infraction should be viewed as more than a warning and could result in the loss of the Production Bonus (meaning they still get their normal pay incentives, but the commission part of the pay is DQed.) In theory, the scribe should have been followed up already for their first infraction, so the follow-up would be reviewing those concepts again and explaining why their pay was cut.

- Third infraction: Total DQ of all pay incentives and final-warning follow-up. At this point, the scribe is likely on our watch list if they are consistently late. If a full pay penalty doesn't incentivize them to be more on top of their schedule, it sounds like they may not be taking Custom seriously anyway. Final warning should be issued with the clear expectation to have perfect communication with scheduling.

- Fourth infraction: Removed from Custom, not eligible for rehire.

This is a work in progress. Please feel free to add or adjust any part of this document!
- CC