Longer/Shorter Length of Coverage If none of the above rules determine the order of benefits, the benefits of the plan that covered a member or subscriber longer are determined before those of the plan that covered that person for the shorter term.
Unusual Job Requirements of Short Duration The nature of health care is such that at times it may be necessary for an employee to perform work not normally required in his/her job for the safety, health or comfort of a client or resident. It is understood that an employee shall not be expected to perform a task for which he/she is not adequately trained.
Extended Unpaid Leave Upon written request, a permanent employee who has completed two (2) years of service shall be granted unpaid leave to a maximum of twelve (12) months, subject to the operational requirements of the Employer's operations and the availability of qualified replacement staff. An employee shall be entitled to up to a maximum of twelve (12) months unpaid leave for each two (2) years of service with the understanding that no employee can have more than twelve (12) consecutive months of unpaid leave at any one time. While on such leave employees shall continue to accumulate service, unless they would have been otherwise laid off, for seniority purposes only. The minimum amount of unpaid leave an employee may have under this Clause is eight (8) weeks. An employee will not be granted extended unpaid leave to take another position with the same Employer whether inside or outside a bargaining unit.
Extended Parental Leave 22.1 The Board shall grant an extension to the parental leave as provided in Article 21 in accordance with the terms and conditions outlined in this Article.
Retirement in Lieu of Layoff 9.9.1 Any member in the bargaining unit may elect to accept a service retirement in lieu of layoff, voluntary demotion, or reduction in assigned time. Such bargaining unit member shall, within ten (10) workdays prior to the effective date of the proposed layoff, complete, and submit a form provided by the District for this purpose.
Extended Sick Leave When sick leave extends for more than 25 consecutive working days, the appointing authority shall initiate the following procedure:
Parental Leave Without Pay (a) Where an employee has or will have the actual care and custody of a new-born child (including the new-born child of a common-law partner), the employee shall, upon request, be granted parental leave without pay for a single period of up to thirty-seven (37) consecutive weeks in the fifty-two (52) week period beginning on the day on which the child is born or the day on which the child comes into the employee’s care.
Workforce Adjustment (a) The Parties recognize that workforce adjustment may be necessary due to the elimination of positions resulting from a reduction in the amount of work required to be done by the Commission, reorganization or program termination.
Demotion in Lieu of Layoff The appointing authority shall determine by class, subject to review by the Director, whether demotion shall be afforded employees as an option in lieu of layoff. At the request of the appointing authority, a permanent employee shall, in lieu of layoff, be afforded the option of demotion within the same department to a position in a lower class, provided that no such demotion shall in turn require the layoff or demotion from such lower class of any employee whose layoff rating is at least as high as that of the demoting employee. A probationary employee may be afforded the opportunity to accept a demotion within the same department to a position in a lower class provided no such demotion shall in turn require the layoff of any employee in the lower class. Such probationer shall not become permanent in the lower class by this action except by completing a new full probation period in such lower class.
Extended After Hours: any time or day not within standard business hours Initial Response Times: CRITICAL support or service requests will be responded to within the following times. Calls to 933-3333 after hour calls will be answered by the WashU IT Systems Operations Center (SOC). The SOC will either resolve the issue or page on call staff to resolve the issue. On call staff will respond to the after hour pager on average* within 30 minutes *averages are calculated on a monthly basis Support Request Resolution Targets WashU IT has established the following general support escalation procedures and resolution targets to meet customer support request needs. Note that service request fulfillment is addressed in a latter section titled “Service Fulfillment Targets”. This section is only addressing support escalation and resolution. Support Escalation & Resolution Procedures – all support requests will be escalated from the initial general support team to a specialized support team based on the priority of the support request or if the general support team cannot resolve the issue within 20 minutes. Once the request is escalated to a specialized support team, the customer will be notified and the specialized support team may contact the customer for further information and testing. Once the specialized support team resolves the request, the general support team will review the resolution to ensure quality control. Once the general support team confirms the resolution has met the customer’s needs, the request will be closed. Communication with the customer will be via email. If the customer does not reply within 3 business days, the ticket will be automatically closed. Prioritization – all support requests will be given a medium priority unless the customer indicates an impact or urgency that requires a higher prioritization. Impact is defined as the affect to which a technology service or system is inhibiting the customer’s ability to conduct University business. Urgency is defined as the timeframe in which the customer needs the technology issues resolved or a workaround put in place. WashU IT uses the following priority scale for systems and services not performing normally. Priority Description Response Target Resolution Target Critical Global Issues Business critical issues – impacting ability to perform mission Issues affecting multiple users unable to be productive 15 minutes 4 hours High Issues affecting individual or multiple users with no workaround available 1 hour 1 Business Day Medium Default priority assigned to all tickets. Issues affecting multiple users with workaround available 1 Business Day 3 Business Days Low Issues affecting individual users with workaround available 2 Business Days 5 Business Days Service Request Fulfillment Targets WashU IT Service Owners work with customers to establish service fulfillment targets for each service request that comprise the Service Features listed in this document. The following table lists the service fulfillment target for each service request: Service Request Fulfillment Target • Availability of new internal and external data sources • Review/recommendation of analytics solution strategies • Enhancement and support of existing reporting and analytics delivery to meet customer needs, regulatory changes, and tool improvement • Customers who submit request during normal business hours will receive an initial response within 1 business day. • Requests will be reviewed by the team and the customer will receive additional follow-up contact after the initial response to determine appropriate request fulfillment steps. Service Availability • Reporting and Analytics environment is available Monday through Friday, 8 a.m.-5 p.m., with >= 95% day-of data availability quarterly. Service Reliability, Performance & Continuity Business customer obligation: The customer should develop and maintain a business continuity plan specific to their area of activity with respect to Reporting and Analytics service outages, so that in case of an unexpected or prolonged service outage, they might still be able to conduct their business appropriately. Change Management and Service Reviews WashU IT has established a change management and service review process to ensure changes and enhancements of services and systems are done in a controlled manner to prevent unintended consequences and to confirm that changes and updates are implemented according to an approved framework. Change Management The complete change management process is documented in the WashU IT Change Management Charter, but the following highlights from this charter are worth noting. Changes and updates to systems and services fall into one of three general categories: Standard – changes and updates that are considered routine, well documented and of low risk to the University. Normal – changes and updates that require scheduled review and approval by the Change Advisory Board (CAB) to ensure mitigation of risk to the University. Emergency – changes and updates that cannot wait until the next scheduled CAB meeting for approval and must be reviewed by the CAB to address a CRITICAL incident or upgrade. All non-standard changes will be communicated to customer according to established customer communication channels. All customer requests for a non-standard change or upgrade to a WashU IT supported service or system must follow the WashU IT change management process. General Maintenance Windows Non-standard changes approved by the CAB will occur during the following maintenance windows: M – Sat: 6pm – 6am Sunday: Anytime of the Day Regularly Scheduled Maintenance for Reporting and Analytics • Server patching occurs the 2nd Tuesday of each month from 5 – 10 pm and results in COGNOS and TM1 servers being unavailable for up to 30 minutes. Roles and Responsibilities The following roles and responsibilities between WashU IT and the customer are called out to highlight the important partnership that must exist between WashU IT as the service provider and WashU departments as the consumers of existing services and systems. Both parties play an important role in ensuring the overall health of services. WashU IT Responsibilities • Provide qualified support personnel to support WashU IT services and systems. • Document specific features and warranties of each service provided by WashU IT • Produce metrics that demonstrate the health of each service. • Provide customers with appropriate communication and governance channels to effect change to WashU IT services and systems in a way that furthers the University’s mission without posing significant risks. Customer’s Responsibilities • Provide an ongoing point of contact within their department with which WashU IT can interface to ensure support and service requests are addressed in a timely manner. • Make support and service requests as outlined in this document. • Use WashU IT established communication and governance channels to request changes to existing services and systems. Service Reporting & Metrics WashU IT will provide the customer with a quarterly report that documents key support and service metrics. Customers may request additional metrics and reporting schedules by contacting their CRM representative. The BIDW website will maintain a metric showing the prior quarter’s percentage of on-time data delivery. Review and Revision Timeline
