Inktel Broward County Transit-Rfp 1 2

GOVERNMENT BPO SERVICES
Business Solution
Request For Proposal For BROWARD COUNTY TRANSIT
2 Inktel Government BPO Services
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Business Solution Request For Proposal For BROWARD COUNTY TRANSIT 3
Project Specifcations and Requirements 5
Qualifcations of the Firm 5
Key Management Staff 6
Related Experience and References of the Firm 8
Service Plan 9
Severe Weather Response Plan 17
Implementation Plan/Transition Plan 17
Key Management Resumes 19
Summer Dennis 19
Michael Shortino 21
Justin Knight 24
Carlos Escar 26
Roxanna Duncan 27
Clarence Stephen 29
Strada Joseph 30
Appendix 33
Disaster Recovery Plan
Insurance Documents
Local Business Tax Certifcate from City of Tamarac
Continuation of Employee Listing for Living Wage Ordinance
Inktel Employee Handbook
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A. Qualifcations of the Firm

1. Provide an organizational chart of your frm as it will be involved in this Contract, including parent
company, all related operating company (ies) and or subsidiaries.
2. By position or title, indicate the lines of authority for proposed personnel to be directly involved in
performance of this Contract and relationships of these staff to other programs or functions of the
frm.
J. Ricky Arriola / CEO
Mr. Arriola is responsible for the overall business development, operations, and strategy of Inktel Government BPO Ser-
vices. Prior to joining Inktel Government BPO Services, Mr. Arriola held various executive-level positions in the entertain-
ment, e-commerce, investment banking, and legal industries. Mr. Arriola holds degrees from Harvard University Graduate
School of Business (M.B.A.), St. Johns University School of Law ( J.D.), and Boston College (B.A.). Mr. Arriola is active
in his community serving on the Boards of Directors of the Adrienne Arsht Center for the Performing Arts, the Greater
Miami Chamber of Commerce, the Young Presidents Organization, the Greater Miami Convention and Visitors Bureau,
the Orange Bowl Committee and other organizations.
Summer Dennis / Chief Operating Offcer and President
Summer Dennis is responsible for the direction and management of Operations, Client Services, Implementation, Work-
force Management, Quality Assurance, Training, and Human Resources. She manages existing client revenue and reten-
tion as well as overall company proftability. She holds a Master of Business Administration degree from Harvard Business
School and a Bachelor of Business Administration degree in Finance as well as a Bachelor of Arts degree in Spanish and
Portuguese from the University of Texas.
BUSINESS DEVELOPMENT
INFORMATION
INFRASTRUCTURE
OPERATIONS
FINANCE
RECRUITING
HUMAN RESOURCES
CLIENT SERVICES
J. RICKY ARRIOLA
SUMMER DENNIS
THE
CUSTOMER
JASON SCHLENKER
MICHAEL SHORTINO JORGE BERMUDEZ
MICHELLE ROZA ALAN MOHLER
JUSTIN KNIGHT
Vice President of
Business Development
PREM BALWANI
Director of
Information Technology
Site Director,
Inktel Ft. Lauderdale
Site Director,
Inktel Doral
Corporate
Training Manager
Site Director,
Inktel Miami Lakes
Director of
Quality Assurance
GLORIA VAZQUEZ
Human Resources
Manager
CHRISTINE GUZMAN
Controller
TIM SANCHEZ
Vice President of Talent
Acquisition & Development
KEN MARK
Chief Information
Offcer
DAVE DRAYTON
Senior Vice President of
Business Development
CHRIS CHINNI
Vice President
of Client Services
Chief Executive
Offcer
President &
Chief Operating Offcer
Ken Mark/ Chief Intermation Offcer
Ken is responsible for technology and facilities management. He is a seasoned technology professional. Prior to joining
Inktel Government BPO Services, Mr. Mark served as a technology leader for various companies in the online marketing,
sports, wholesale/distribution, health/ftness, fnancial, education and Internet industries. He holds a Bachelors degree
in Computer Information Systems from Drexel University.
Chris Chinni/ Vice President of Client Services
Chris Chinni is the engine responsible for driving everything call center related at Inktel Government BPO Services. As
the Vice President of Client Services, Mr. Chinni is responsible for the direction and management of all call center client
service functions including hiring, training, process automation, and client management best practices. Chris is also head
of the Quality Assurance department as well as the Implementations and Project Management team. Chris has a wealth
of experience in client services and management solutions. With over 15 years industry experience, Chris has worked in
various capacities for top industry leaders, serving as President for Collections Management Solutions and MedFi Interna-
tional. He holds his Masters in Public Administration from Seton Hall University.
Justin Knight/Director of Quality Assurance
As the Director of Quality, Justin is responsible for leading all Quality Assurance engagements and managing over 30
quality evaluators. Today, Justin works with all of Inktel Government BPO Services Operations Managers, Coaches and
Trainers to maximize the effciency and performance of everything Inktel Government BPO Services touches. Justin has
an extensive history in client services and account management, including having managed Inktels largest accounts from
2009 through 2012. Mr. Knight holds a Bachelor of Arts degree in Political Science and Communications from Western
Illinois University.
Michelle Roza/Corporate Trainer
Mrs. Roza joined Inktel Government BPO Services in June of 2008. She brings with her over 14 years of Corporate Train-
ing experience in the areas of leadership, management, customer service, sales, and call center training. In the past she
has served as both Client Services Manager and Operations Manager. As Corporate Trainer for Inktel she is responsible
for developing and facilitating training classes for Inktel New Hires, Inbound and Outbound Customers Service and Sales
Training, and Leadership and Management Training. She is a certifed Achieve Global Trainer in the areas of Customer
Service and Leadership.
Michael Shortino/Tamarac Site Director
Mike Shortino is focused on leading and developing Inktel Government BPO Services management staff, as well as
ensuring his site exceeds all internal and client goals. Before joining Inktel, Mike spent 23 years with Convergys, starting
out as a Supervisor and working his way through the ranks to become one of Convergys Site Directors. He now boasts
27 years of excellent service and leadership in the Call Center industry. Mr. Shortino holds a Bachelors of Science in
Business Administration from State University of New York College at Fredonia.
Carlos Escar/Account Executive
Carlos Escar is the primary contact for all client relations. Mr. Escar is a driven, versatile, and committed Account Execu-
tive who comes from a rich background of successful client partnerships. Carlos received his Bachelors of Arts in Busi-
ness and Marketing from Florida International University.

B. Key Management Staff

1. Identify the individual(s) are proposed who will serve as the Key Management staff. Include resumes
of Key Management staff proposed for this project.
2. For each person, describe their qualifcations and experience as it relates to the size and scope of this
Contract and their role in providing the required service.
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Management Staff
Summer Dennis Summer Dennis has fve years experience in operations and management of call center services at
Inktel. Summer is responsible for the direction and management of Inktel Government BPO Services Operations, Client
Services, Implementation, Workforce Management, Quality Assurance, Training, and Human Resources. Summer joined
Inktel in October, 2009, just before the January 1, 2010 launch of the Broward Country Paratransit operations. She has
been intimately involved with the operations of the program, which well exceeds 100K trips per year, since inception
ensuring that County requirements were met in the performance of the contract. She, along with Michael Shortino, will
serve as the General Manager should Inktel be awarded the Paratransit contract again.
Email: summer.dennis@inktel.com P: 305-523-1147
Michael (Mike) Shortino - Mike Shortino has over 23 years of management experience and brings a thorough knowl-
edge of the call center industry. Mike joined Inktel in January, 2013 and in his role as Site Director is directly responsible
for the performance of Broward Countys Paratransit call center operations. Before joining Inktel Government BPO
Services, Mike spent most of his career with Convergys, starting out as a Supervisor and working his way through the
ranks to become one of Convergys Site Directors. Mike has overseen several site facilities and managed over 430 agents.
For this contract, Mike will be directly responsible for ensuring the program operates effciently, is staffed properly, and
meets the Countys contractual requirements. Mike, along with Summer Dennis, will serve as the General Manager of the
Paratransit call center operations should this contract be awarded to Inktel.
Email: Michael.shortino@inktel.com P: 954-933-9671
Justin Knight Justin Knight, as Director of Quality Assurance, Justin brings 14 years of management experience, 5
years of which have been spent at Inktel Government BPO Services. Mr. Knight is responsible for overseeing the quality
of all client projects, managing a team of 30 Quality Coaches and 2 Quality Managers. Mr. Knight oversees customer han-
dling, confict resolution, and satisfaction reporting. Justin will continue to oversee Broward County Transits program
should Inktel continue as its partner.
Email: Justin.Knight@inktel.com P: 305-523-1105
Carlos Escar Carlos Escar, in his role as Account Executive, serves as the primary contact for Broward Country Transit.
He is responsible for communicating with the County any concerns or issues that may arise and is the recipient of any
similar messages from the County to Inktel. Carlos has two years of experience working with Broward County Transit.
Should Inktel be awarded this contract, Carlos would continue in his role as Account Executive.
Email: Carlos.escar@inktel.com P: 305-523-1264
Reservations/Customer Service Supervisor
Roxanna Duncan Roxanna has 12 years experience in the call center industry and fve years experience of working on
the Broward County Paratransit program. Roxanna is versed in scheduling and dispatching and has been working with
the Broward County Transit account since it was awarded to Inktel Government BPO Services in 2009. She is one of the
Subject Matter Experts on the program. She is responsible for the quality of the entire Broward County Paratransit team
at Inktel. With this new contract, she would be the full-time Reservations/Customer Service Supervisor.
Email: Roxanna.Duncan@inktel.com P: 954-933-9671
Scheduling/Dispatcher Supervisor
Clarence Stephen Clarence Stephen has worked in the call center industry for 12 years, four of which were on the
Broward County Paratransit program, which well exceeds 100K trips per year, serving as a Team Leader. Clarence is
another Subject Matter Expert on this program. In his role as Team Leader, Clarence supervises workfow, quality, and
dispatching and scheduling for the Paratransit program. Clarence would serve as the full-time Scheduling/Dispatch
Supervisor should Inktel be awarded the contract
Email: Clarence.Stephen@inktel.com P: (954) 604-9397
Corporate Trainer
Strada Joseph Strada Joseph is a Corporate Trainer with extensive experience in employee development and training.
Strada is responsible for the training of all personnel on the Broward Country Paratransit program. He is very
knowledgeable on the programs requirements. Strada has been involved with the Paratransit program since January,
2010 and has 14 years experience in call center operations.
Email: Strada.Joseph@inktel.com P: 305-525-1802
Dispatchers and Schedulers
Inktel Government BPO Services will be providing the County with approximately 25-40 trained schedulers and
dispatcher agents, depending on volume and program requirements. Many of these agents have been with Inktel since
the Paratransit program launched back in January, 2010. They are intimately aware of the program requirements and
understand the special needs of the riders. They are committed to providing exceptional customer service to meet both
the Countys needs and the needs of the ridership.
C. Related Experience and References of the Firm

This section of the bid submission should demonstrate the ability of the frm to satisfactorily provide the
required service by evidence of demonstrated competence; by the nature and relevance of recently com-
pleted work; record of current contracts; and supportive client references.

1. Provide examples of similar services that your frm has performed within the last three years.
2. For each reference cited, furnish the name, title, address, telephone number and email address of the
person(s) at the contracting client organization who is most knowledgeable about the work performed
by your frm.
3. Include a statement outlining the type of service provided, dates of service, scope and complexity of
referenced contract
4. Include the name and contact information for each manager from your frm that worked on the refer-
enced contract.

1. Broward County Transit
Paul Strobis
Paratransit Manager
P: 954-357-8321
E: pstrobis@broward.org
Address: 115 S. Andrews Ave, Fort Lauderdale, FL
Type: Call center support for Paratransit operations
Scope of Service and Complexity: As the call center provider for the Paratransit operations of Broward County,
Inktel is responsible for providing scheduling and reservation services for all qualifed County constituents in need of
Paratransit services. Inktel is responsible for ensuring a consistently high level of customer service and quality in all
of its activities. Scheduling and reservation activities including booking trips, manually scheduling trips, processing
change requests and cancellations, and reaching out to third party provides for additional information when needed.
Dates of Service: January 1, 2010 to December 31, 2014
Inktel Government BPO Services Contact: Carlos Escar, carlos.escar@inktel.com, P: 305-523-1264
2. Florida Virtual School
Melissa Wurzel
Director of Marketing
P: 407-513-3598
E: mwurzel@fvs.net
Address: 2145 Metrocenter Blvd #200, Orlando, FL 32835
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Type: Customer service and call center support for students, parents, and teachers for Florida Virtual School
Scope of Service and Complexity: As the call center provider for Florida Virtual School Part Time program, Inktel
is responsible for assisting parents and students with the online school enrollment process. Class registration, place-
ment, basic IT support, and general program questions are a few areas Inktel is responsible for. Inktel is accountable
for assisting and educating the callers on all aspects of student profles and class participation while documenting call
history in the students profle. We also serve as customer support for teachers, guidance counselors, and principals
and also provide translation services (Spanish and Creole) for the staff. Inktel additionally provides customer support
via chat and monitors social media platforms for Florida Virtual School.
Dates of Service: August, 2013 to present
Inktel Government BPO Services Contact: ramona.smith@inktel.com P: 305-523-1137
3. Walmart
Jade Bunch
Sr Manager Private Label Quality Customer Connection for Food and Consumables
P: 479-277-6679
E: jade.bunch@wal-mart.com
Address: 702 SW 8th Street. Bentonville, AR 72716-8611
Type: Customer Service and Adverse Event Reporting
Scope of Service and Complexity: For this contract, Inktel serves as the call center and customer service center
for key Walmart private label products including White Cloud, Parents Choice, Equate, Special Kitty, Relion, and
Spring Valley. Inktel is responsible for handing all inbound customer calls and emails and for answering all customer
questions related to product availability and ingredients. Inktel is also responsible for reporting any adverse events or
reactions caused by the products, per FDA requirements.
Date of Service: July, 2010 to present
Inktel Government BPO Services Contact: mindy.dunn@inktel.com P: 305-523-1237
D. Service Plan

Provide a detailed work plan and description for providing Services as described in the Specifcations
and Requirements. The frms bid submission should highlight their technical knowledge and capa-
bilities of providing the Services as described. Firms approach should be clearly defned and should
include, but not be limited, to the following:

1. Call Center Staffng Plan:
a) Include staffng plan for regular service days and holiday service. Include positions, titles and
number of employees for each title. Describe how you will ensure equivalent performance stan-
dards on weekends and holidays.
As the existing provider for the Broward Country Paratransit operations, we have been successful in staffng so as to
ensure the Countys contractual requirements are met and the needs and expectations of the customers calling into the
call center support line are met as well.

Every effort is made to ensure metrics are met during weekend, holidays, and periods of high call volume. Inktel Govern-
ment BPO Services has over two decades of peak staffng experience and utilizes the following principals when managing
surge/peak type clients and time periods:
a. Plan early and anticipate peak staffng needs
b. Work with our partners to ensure that our expectations are aligned with what the peak volume will be
c. Work with existing personnel and adjust schedules accordingly to ensure proper coverage
d. Offer overtime and/or incentives when necessary
e. Maintain fexibility with shifts and schedules all at times to offer maximum versatility

Our largest client is the largest retailer in the world. We work with them to develop detailed best practices for forecasting
volume and meeting peak demand during the holiday season. We will work in close partnership with you to develop a
plan of action with best practices to support your specifc needs.
Inktel Government BPO Services has developed an expertise for ensuring high performance during peak seasonality
periods for our clients. This year Inktel will utilize over 500 peak agents.
Inktel Government BPO Services will work closely with Broward County Transit to evaluate both forecast and contact
volumes, based onhistorical numbers as well as expected future trends, to ensure contractual requirements are met.
Inktel Government BPO Services Staffng Team for Broward County Transit:
Summer Dennis, President (1)
Michael Shortino, Site Director (1)
Carlos Escar, Account Executive (1)
Strada Joseph, Corporate Trainer (1)
Justin Knight, Director of Quality Assurance (1)
Roxanne Francois, Reservations/Customer Service Supervisor (1)
Clarence Stephen, Scheduler/Dispatch Supervisor (1)
Schedulers, Dispatchers, and Reservationists (25-40)*
*Headcount of each may vary based on volumes and staffng needed.
b) Describe your plan for recruitment and retention of call reservationists and schedulers.
Our main avenue of recruitment is referrals from current and past employees. We also recruit actively on all major job
boards and in university/college campuses. Regardless of whether or not we have a staffng need at the time, recruiting
is always at the forefront of our minds, as we want to ensure we always have a suffcient pipeline of talent available for
all of our programs. We are keenly aware of the need for the Paratransit program to have staff that is experienced and
knowledgeable in scheduling, dispatch, and reservation activities. Fortunately, we have an experienced staff already
in place. Should additional staff be required, we are confdent through our recruiting efforts that we will be able to fll
those positions accordingly.
To be hired, all candidates must take a drug test, a background check, personality test and a basic skills test (measuring
language and reading comprehension, writing abilities, and fundamental math). In addition, for the Broward County
Paratransit program, we will be testing each potential candidate to ensure they have prior experience in customer service
and/or reservations, scheduling, and dispatch. Agents then go through three rounds of interviews; frst with the HR
department, then with the operations manager and fnally with the Account Executive. If an agent passes these steps,
they then get to enter into training.
During the training process, all new hires are regularly submitted to subject matter exams to test their knowledge. If an
agent does not reach the minimum scores required on these exams, they are not allowed to work on the program.
At Inktel Government BPO Services, we pride ourselves on having a culture focused on employee development. All of
our promotions and salary increases are merit-based. Our ranks are flled with leaders that thrive in an environment that
recognizes and rewards them in accordance to their results, rather than based on factors such as seniority or age. We
also reward our employees with tangible development opportunities such as acceptance into our Inktel Excellence Acad-
emy. Outstanding agents also have a chance to directly impact the direction of the company by making their voice heard
in one of our monthly A Player lunches with the President. We hold many such recognition events monthly, including
an Employee of the Month, and our quarterly STRIVE awards that are bestowed on those who best exhibit the Service,
Tenacity, Responsibility, Integrity, Versatility, and Entrepreneurship Inktel is committed to.
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c) Describe your hiring practices and procedures (include procedures for determining English
profciency and sensitivity in working with persons with disabilities), training, safety and
emergency operation procedures.
Hiring Practices
Our Passion for People is more than just a tagline, its the philosophy that drives our competitive advantage and has
minimized our turnover rates to industry lows.
Inktels has one of the most stringent agent hiring processes in the call center industry. Part of our hiring process
includes rigorous screening with a potential employee though pre-screening, personality screening, English profciency,
word comprehension, writing samples and peer-panel screening.
We believe that hiring the right people is so important that Inktel implements a Predictive Index Survey for every
candidate prior to hiring. World-renowned for the results achieved, this software assists Inktel to make intelligent career
placement decisions for all personnel. Having this information prior to placing a person in their role allows Inktel to
place each talented person in a position where they can succeed. The end result is an enthusiastic, happy, productive
employee who enjoys their career and produces maximum program results.
Training, Safety and Emergency Procedures
Following strict training, safety, and quality standards for our associates, we require all agents to complete a training
certifcation process before taking any customer calls. This process includes scoring requirements for tests, quizzes,
simulations, quality forms, attendance, and professionalism. Additionally, each agent is provided complete information
regarding:
Our clients corporate history, objectives, and customer approach standards
Product line(s) and systems, including new product or program features and benefts, competitive products,
and premiums (if applicable)
Communication policies and procedures
Safety and emergency procedures
Program goals
Exceptional circumstances

Our goal is for >90% of hired agents to successfully complete training. Following training, all new agents are continually
tested and graded through call monitoring during a 30-day process. After this 30-day period, employees are monitored
and assessed on an ongoing basis. Any agent falling short of our performance standards receives coaching and additional
training. Agents earning low performance scores are removed from customer contact immediately and face possible
redeployment or termination.
Continuous Training is then done on both a schedule and as-needed basis. Scheduled Trainings are generally done to ad-
dress any trends that have been identifed by the client or our team. Any changes or issues that arise that require training
are scheduled as soon as possible. Informal training is also provided by our Quality Assurance Representative (QAR) on
a one-on-one basis to address any concerns that the QAR might have based on calls they have reviewed for that agent.
These informal sessions are done as soon as possible. Agents also development and coaching from their direct supervi-
sor who is ultimately accountable for their skill level, performance, and level of customer service.
Working with Person with Disabilities
Inktel Government BPO Services has the upmost sensitivity and professionalism when working with persons with dis-
abilities. As we have demonstrated in working with Broward County Transit these last fve years, Inktel Government BPO
Services strives and succeeds at answering each call with respect, professionalism, and sensitivity. Inktel Government
BPO Services will not tolerate any form of discrimination. Agents are trained to assess, accommodate, and assist each caller.
Inktel Government BPO Services has formed a strong partnership with the Florida Relay Service. We incorporate their
training materials into our training classes so that agents are accustomed to the special commands and needs used when
taking these calls. This is also a contract requirement for the Miami Dade Public Housing Agency and City of Miami Beach
programs.
d) Describe your plan for monitoring initial and ongoing staff performance, and performing regular
performance reviews.
Performance
Inktel Government BPO Services is committed to meeting the metrics set forth by the County for the Paratransit call
center operations. We have an active and ongoing monitoring and performance review process to ensure these metrics
will be met.
Following Inktels Topgrading and operational best practices, each agent is evaluated monthly and that score rolls up
under four categories:
Performance
Quality
Attendance
Occurrences (dress code violations, tardies, etc.)

Based on the weighting of each category, a GPA is calculated against the agents overall performance and then ranked
accordingly. All agents will be declared an A, B or C Player based on their combined score for the months. A-Players are
exceeding goals, B-Players are meeting goals, and C-Players are underperforming and immediately placed on an Action
Plan. This plan will break down each operational area, and the supervisors and Quality Assurance Coaches will work
closely with the agent to advance them back into B or A status. If an agent is a C Player with no sign of improvement in
their areas of opportunity, they are released from the program.
Monitoring
Inktel Government BPO Services utilizes call recording technology to listen to agent interactions with customers and
assess them accordingly. Supervisors and Quality Assurance Representatives (QARs) are primarily responsible for moni-
toring calls to evaluate the performance of their team of agents. Our supervisors will perform a minimum of two agent
monitors per hour. Our Quality Assurance Representative (QARs) monitor four calls per agent per month.
Monitoring occurs in the following methods:
1. Side-By-Side (or Desk-Side) Monitoring: Side-by-side monitoring is used to give an agent instant feedback and to
help identify problems. In side-by-side monitoring, the supervisor sits next to the agent and can hear and view the entire
exchange between the customer and the agent.
2. Recorded Monitoring: Digital recording is used to allow agents to listen to themselves, which is very helpful in im-
proving agent call performance. All agents are aware of monitoring as being a condition of employment. In this scenario,
agents receive feedback from their grading supervisor within 24 hours of the monitoring session.
2. Reservation Procedures and Protocols:
a) Describe your proposed customer contact, complaint handling and complaint resolution proce-
dures. Include copies of policies that will be used. Describe how you will ensure timely response and
resolution?
Customer Contact
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Inktel Government BPO Services agents will provide a courteous, professional and patient attitude when communicating
with callers. This is ensured through our recruiting, hiring, and training Best Practices as mention above. Our program
planning methodology, operating procedures, policies, and success measurement mechanisms are completely fexible to
fully implement each clients unique vision of world-class customer service.
Complaint Handling & Resolution
Customer dissatisfaction trend analysis is executed and acted upon as part of the overall continuous process improve-
ment and customer feedback communication practices at Inktel Government BPO Services.

All agents are trained in best practices of de-escalation including, empathy, reassurance and problem solving to try to
avoid escalating calls in the frst place. When an escalation is unavoidable, the complaints are flled out in Adept by the
agent who takes the call and this complaint is viewed by our team and the complaint department at the County. After
mutual review, complaints are responded to by our Quality Assurance team within 24 hours from the complaint being
fled. The Quality team is responsible for reviewing the complaint, assessing its validity, reporting the feedback back to
the County, and ensuring the agent for which the complaint was made is coached and documented per our disciplinary
process. The Paratransit team is held responsible for their Complaints and agents with a higher number of complaints
are not eligible to be A-players.
Inktel will ensure timely response and resolution by designation key personnel to be in charge of the complaint handling
and resolution processes. This method has worked successfully for Inktel with the County for the past fve years as we
have been able to provide timely feedback regarding customer complaints.
The following are a list of policies Inktel Government BPO Services uses in regards to complaint handling:
a) If a customer calls the Call Center to fle a complaint or compliment regarding the transportation service
providers, the call Center takes the call and enters it into the CTMS, which includes a separate Complaint/
Compliment Module. If a customer calls the Call Center to fle a compliant or compliment regarding the Call
Center service, the call should be forwarded to the County staff. County staff will be responsible for entering
into the CTMS any complaint/compliments regarding the Call Center provider.
b) No preferential treatment is given. Everyone is treated with the same courtesy and respect, whether they are
clients, family members, advocates, caretakers, members of the general public, ect.
c) For each instance in which an agent fails to maintain a professional, courteous attitude towards all clients
and individuals, or fails to promote goodwill towards the general public, including answering to the best of
their ability all client questions, a disincentive of Ten Dollar ($10.00) shall pay. Any employee with four (4)
valid complaints from spate individuals within a one (1) year period shall be removed from the agent post.

b) Describe your policies and procedures to ensure that non-English speaking persons, persons with
disabilities, and all persons, regardless of race, creed, color, national origin, sex or sexual orienta-
tion, receive equal treatment from your frm while utilizing services.
As the winner of the Best Place to Work in South Florida by the South Florida Business Journal and the winner of the
Best Company To Work For in Florida by Florida Trend Magazine, Inktel Government BPO Services is able to guarantee
that we do not tolerate any discrimination among our employees or between our employees and any callers. Should any
discrimination occur, Inktel will take action immediately, up to and including, termination of the individual that demon-
strated the discriminatory behavior.
As the existing call center provider for the Paratransit operations, Inktel understands the unique needs of the Broward
Paratransit community and is very prepared to address those needs and ensure equal treatment for all customers.
Additionally, Inktel Government BPO Services supports English, Spanish, and Creole. In addition, through the use of
third-party language services, Inktel is able to support operations in a multitude of languages. Our agents are trained to
anticipate non-English speakers and are routed according to program requirements.
c) Describe your proposed script for reservationists to follow. The script shall be developed and pre-
sented for Broward County review sixty (60) days before the start of a Contract resulting from this
IFB. Broward County will review and approve the script no later than thirty (30) days before the
commencement of service. The Contractor shall then ensure that all reservationists are profcient
with the script prior to commencement of operations.
As Broward County Transits partner for the last fve years, Inktel Government BPO Services utilizes verbiage that has
been approved by the County. Inktel does not adhere to a strict script, except where required, but instead to policies
and procedures that help guide our reservationists in providing optional and effcient customer service. If awarded with
the new contract, Inktel will ensure all verbiage is re-reviewed by the County in case changes are desired.
Should the County to change the verbiage being used actively by the reservationists, Inktel would absolutely comply with
submitting verbiage changes and/or policy changes for the County to review. Once that verbiage has been approved by
the County, Inktel would incorporate this new verbiage into the existing training materials and update existing personnel
as required by holding a refresher training course.
To ensure our agents are following all customer contact guidelines and procedures, our QA team actively monitors and
reviews calls and verifes compliance.
3. Call Center Facility
a) Describe your proposed facility, including a diagram of the proposed layout, with each space
marked by function, note the total square footage.
b) Include a description of how the proposed facility and layout will support the effcient opera-
tion needed to perform the Services as described in the Specifcations and Requirements.
c) Indicate your proposed control (own, lease, etc.) of the facility.
Inktel has operated a call center in the heart of Broward County for many years, providing a central location to recruit
from throughout the entire County. Our call center is located at 7209 NW 88th Ave, Tamarac, FL and is a 12,000 square
foot facility. Our Tamarac facility is on a long-term lease that was recently renewed for a period longer than the term of
this proposed contract.
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Guest Offces (A)
There is an offce that is kept for visiting clients. This room allows visiting clients to have a private work area should that
be needed. This room will be available to County staff whenever they choose.
Training Rooms
The training room at the facility will be used for initial program training, refresher courses, new trainings related to up-
dates or changes and for large group meetings. This room has the same equipment that the agents will use when on the
foor to allow for role-play during training. The room is also equipped with overhead projectors and white boards, which
serve as teaching tools through the course of training.
Proposed Work Area (Area Shaded in Red)
There are thirty eight (38) workstations that have been set aside for the Broward County Paratransit Call Center. This area
is located in the bottom left corner of the diagram. This area will allow our operations manager to have all schedulers,
reservationists and customer service agents within sight. The layout is also extremely effcient as all Paratransit support
personnel are in one centralized place, facilitating the transfer of information between personnel. This is the same area
that Inktel has been using to support the Paratransit operations thus far, and we have found it very effcient and optional
for the call center operations for the Paratransit program.
Computer Room
The computer room was built with room to expand to meet future needs. As it stands right now there is plenty of room
available for Broward County to install any equipment necessary (servers, etc.) needed for our agents to access the
CTMS.
Facility Security
The facility has security cameras throughout and requires a swipe card for access.
Workstations
As demonstrated with the existing operation, Inktel has the technical infrastructure at the Tamarac facility to support
the Countys IT requirements including hardware and software. Additionally, the workstations have suffcient space to
accommodate the equipment provided by the County for the call center operations.
4. Telephone Service/ Communications Equipment
a) Describe the equipment requirements that will be used in the performance of this Contract and if
the equipment is currently owned or will be acquired.
b) Describe your proposed telephone system and equipment.
c) Describe how your system will operate during power failures.
d) Include a description of the system capacity and any special features.
e) Describe your plan for maintenance and replacement of communications equipment.
f) Describe your back-up service communication plan. Include the quantity and type of currently
owned or that will be purchased to be purchased.
Inktel has deployed a Hub and Spoke model using the Network Access Point of the Americas (NAP) as its core infrastruc-
ture point service each of its four call centers. Every call center is confgured to ensure that any center can be used as a
backup to the other. This infrastructure is based on the following technology components, all of which is directly owned
by Inktel.
1. Asterisk Open Source PBX Call Processing
2. Inktel Proprietary CRM
3. ACME Packets Session Border Controller for SIP trunk control
4. SOPHOS UTM Firewall and IDS systems
5. DELL Power Edge and R710 redundant Database Servers utilizing Windows 2003 server
and Microsoft SQL 2005 Server database.
6. Lenovo ThinkCentre M72e, DELL Optiplex 390 and 380, Windows XP
7. Cisco Enterprise routers 7200 / 3600 (Redundant Power Supplies).
8. Cisco Catalyst Enterprise Layer 3 Core Switches
The NAP of the Americas serves (http://www.terremark.com/data-centers/americas/nap-americas.aspx) as the Main Data
Center hub for all the centers. All sites are located in the western parts of their respective counties and over 15 miles in-
land from the coast. Proximity of the sites allows for easy travel between the sites via major interstate highways but offer
enough distance between them to avoid both locations being simultaneously impacted by a natural disaster.
In the event of a regional natural disaster, our Business Continuance Plan expedites the transfer of business functions
between sites.
All sites have full UPS power back up and disaster recovery sites have additional diesel generator systems. The genera-
tors can be used to run the entire facilities for as long as necessary in the unlikely event of an extended power outage.
Our inbound call routing system is design to handle up to 1,000 simultaneous calls, which is distributed across redun-
dant gigabit handoffs from our telecom carriers. The calls are routed across our fully meshed private MPLS networks to
our various call centers. Our infrastructure is designed so that all systems and network are redundant and can failover
to secondary systems in the event of an equipment failure. We have 24x7 systems and network monitoring in place that
alerts IT staff on issues that may arise and requires immediate attention. All of our system and network equipment is
under manufacturer maintenance plans with 24x7 onsite support with 4-hour response time when necessary. Inktel
already owns this equipment and will not need to purchase additional equipment in order to continue servicing Broward
Countys Paratransit call center operations.

5. Information Systems: Computerized Trip Management System (CTMS)
a) Describe your experience with the computerized transportation scheduling system, ADEPT or any
similar system. Please identify the system(s) your frm has operated.
b) Describe your frms experience with scheduling and providing manifests to remote sites from a
centralized call center.
c) Describe how you will ensure the reliability of your computer hardware, software and local area
network.
d) Describe your proposed computer preventative maintenance and repair plans.

Inktel Government BPO Services has been using the ADEPT system currently used by Broward County since
January, 2010.
Inktel has provided paratransit call center services, including reservations and scheduling, since January, 2010.
In this role, Inktel has served as the centralized call center for the Countys Paratransit operations.
As part of ongoing maintenance, our computer hardware, software, and local area network are always maintained with
the latest operating systems and patch releases. We also employ the latest anti-virus software defnitions and restrict
access to systems and networks based off of the various recommended compliance guidelines. If we have any type of
equipment failure, the system(s) will be failed over to standby systems and replaced with replacement equipment within
24 hours from our various equipment manufacturers maintenance plans.
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E. Severe Weather Response Plan:

1. Provide an emergency plan and procedures that detail your protocol during service interruptions or
suspensions due to severe weather, natural disasters or declaration of a state of emergency.
This is provided in our Disaster Recovery Plan.

F. Implementation Plan/Transition Plan:

1. Provide a proposed Implementation Plan, a proposed Transition Plan at the end of the Contract term,
and provide timelines for each.

Implementation Management is a time-consuming and costly process. Inktel Government BPO Services offers a hassle-
free and seamless integration with Broward County as no signifcant implementation would be required should the
County stay with Inktel as their call center provider for the Paratransit operations.
Inktels current partnership with Broward County Transit would eliminate any implementation process and allow Inktel
to continue providing high-quality contact center solutions without a time-intensive onboarding process.
No timeline has been provided for the implementation plan as no signifcant implementation activities would need to
take place.
Transition Plan at the End of the Contract Term
In step with our proven and documented transition methodology Normandy, which is a compilation of tried-and-true
techniques deployed by our Certifed Project Managers to guide transitions, Inktel will provide a seamless transition-
out process for the County. Inktel will have a dedicated Project Manager and IT resource assigned to ensure that the
program is successfully transitioned to another vendor without signifcant impacts to the County or the Paratransit users.
Inktel will also work with the County to ensure the County has access to Inktels facility for the return of any and all IT
equipment owned by the County.
Inktel will follow the timeline requested by the County to ensure the program is successfully transitioned. Inktel could
execute the transition-out plan in as little as 30 days if needed.
Conclusion
On behalf of the entire Inktel Government BPO Services Team, we want to thank you for the opportunity to continue our
partnership with Broward County Transit.
Appreciating your position of setting the highest standard of excellence for your partners, we do not take that responsi-
bility lightly and will uphold that very mission. Your success is our success, and we welcome the opportunity to continue
our partnership and delivering high-level contact center solutions to Broward County and for the Paratransit program.
As a team, were looking forward to next steps in the rebid process. If you need anything from us, please do not hesitate
to contact us. We are happy to provide you with whatever you need.
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Summer Dennis
SUMMER DENNIS
3299 NW 53
rd
Circle, Boca Raton, FL 33496
(857) 829-3818 summerjdennis@hotmail.com

Page 1 of 2
EXECUTIVE-LEVEL MANAGEMENT
Seasoned executive with experience driving process efficiencies, revenue growth, and margin improvements.
Strategist with international client interaction and best practice implementation experience. Insightful leader and
team builder excelling in operations, P&L management, and client satisfaction.

KEY STRENGTHS
P&L Ownership Operations Management C-Level Consultation Organizational Management, Leadership,
and Development International Experience Strategic Analysis

PROFESSIONAL EXPERIENCE

INKTEL CONTACT CENTER SOLUTIONS, Miami Lakes, Florida October, 2009 Present
A leading provider of BPO solutions specializing in call center services to Fortune 500 companies and
government agencies

President and Chief Operating Officer
Responsible for all contact center divisions including Operations, Client Services, Quality Assurance,
Implementations, Training, Human Resources, and Recruiting
Oversee all client programs to ensure client expectations are consistently exceeded.
Responsible for company-wide P&L.
Senior Executive sponsor of Female Leadership Working Group.

Vice President, Client Services
Senior Executive leader of three divisions: Client Services, Quality Assurance, and Implementations.
Fostered relationships with CEOs and other C-level executives.

ARISE VIRTUAL SOLUTIONS, Miramar, Florida April, 2008 October, 2009
The largest, global virtual service provider specializing in call center outsourcing using home-based agents

Director, Retail & Energy Client Group (January, 2009 October, 2009)
P&L responsibility for a $25M portfolio that included seven Fortune 500 organizations.
Owned, established, and developed VP and executive-level client relationships.

Operations
Drove 15% YOY revenue growth.
Led team of account executives responsible for developing strategies and initiatives to improve agent
performance, grow account profitability, and drive client satisfaction and value.

Leadership
Served as member on the Board of Directors of the Virtual Services Corporation Professional Association.
Led the corporate philanthropy program with Habitat for Humanity.
Co-chaired the Womens Initiative Network.

Director, Performance Engineering (April, 2008 December, 2008)
Innovated and architected enterprise-wide margin improvement programs that drove greater profitability.
Reduced compensation costs by 23% while maintaining performance consistency and quality.
SUMMER DENNIS
3299 NW 53
rd
Circle, Boca Raton, FL 33496
(857) 829-3818 summerjdennis@hotmail.com

Page 2 of 2
OFFICE DEPOT, Delray Beach, Florida May, 2007 - March, 2008

Senior Manager, Business Development
Managed pursuit of $5M-$20M international business acquisitions.

Strategy / M&A
Developed entry strategy into emerging markets.
Assisted with annual corporate strategic plan.

Analysis and Financial Modeling
Performed analysis and valuation of market competition and potential domestic and international acquisition
targets.

IBM, Multiple Latin American Countries June, 2002 to August, 2005

Team Leader, Internal Audit
Led audit engagements of IBM organizations in Latin America in eight different countries.
Established and developed C-level relationships with audit clients.

EDUCATION

Master of Business Administration
Harvard Business School

Bachelor of Business Administration, with high honors, in Finance
Bachelor of Arts, with highest honors, in Spanish and Portuguese
The University of Texas

CERTIFICATIONS
Certified Internal Auditor

LANGUAGE SKILLS
Fluent in Spanish and Portuguese

NONPROFIT WORK
Board Member, Greater Palm Beach County Chapter of Juvenile Diabetes Research Foundation
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Michael Shortino
MICHAEL SHORTINO
3843 Woodfield Drive Coconut Creek, FL 33073
Phone: (954) 718-4757 E-mail: mshortin@comcast.net

P PROFESSI ONAL ROFESSI ONAL S SUMMARY UMMARY
Results-driven Account Management, Operations, and Inside Sales Professional leveraging 20+ years of contact
center management success Key client management expert, driving revenue growth and competitive advantage
Creative leader, adept at building and managing peak-performance teams Trusted advisor to high profile
clients Operations efficiency specialist, implementing best practices and improving KPIs Confident, take-charge
manager with exceptional follow through Top performer who thrives in high-expectation, high-stress
environments Articulate communicator, building rapport and trust at all levels Seasoned, mature leader with
very high integrity and a strong work ethic Enterprise change agent creating success-based cultures

C CORE ORE C COMPETENCI ES OMPETENCI ES
P&L management Revenue generation and sales forecasting Root cause analysis Superior time management
and organizational skills with strong attention to detail Compensation and quota design Talent selection,
training, and mentoring Telesales best practices Benchmarking and performance metrics Committed to
exceeding customer expectations Meticulous about quality control Passionate about hands-on leadership by
example Customer acquisition and loyalty Solid record of igniting stagnant business and transforming
declining operations Program design/sales strategy Workforce management Collections Performance
scorecards Consistent record of achieving the unexpected

P PROFESSI ONAL ROFESSI ONAL E EXPERI ENCE XPERI ENCE
I I NKTEL NKTEL C CONTACT ONTACT C CENTER ENTER S SOLUTIONS OLUTIONS (2013 (2013 - - PRESENT PRESENT) ) Tamarac, FL
A privately held leader in contact center and fulfillment services. The company provides inbound and outbound
telephone support, email, chat, and social media services for leading companies from a broad range of
industries.
Site Director Jan/2013 Present
Responsible for all facets of a 190 seat call center. Clients include a leading Roadside Assistance provider,
county and state customer service and tech-support programs, customer service for a leading provider of
loyalty program administrations, and a sales and retention for a retail client. These responsibilities include
meeting client metrics and meeting internal metrics including financial performance, attrition, call quality, and
customer satisfaction
C CONVERGYS ONVERGYS C CORPORATION ORPORATION (1990 (1990 2013 2013) ) Tamarac, FL
A $2.2B publicly traded global leader in BPO services including call center/CRM services and IT outsourcing. The
company provides call handling for sales, marketing, customer support, provisioning software, payroll operations,
staffing, and training. Convergys has 70 contact centers worldwide.
Senior Operations Manager Aug/2007 Present
Report to Site Leader. Manage 430 call center agents, providing inbound/outbound sales, customer care,
customer retention, and tier 1 tech support to prospective and current AT&T wireless customers. Offerings
include sales of wireline services and accessories.
Served as acting site leader from Jul/2010 Feb/2011, with responsibility for all operational aspects of the site
including compliance with HR regulations, contracts, safety codes, and disaster recovery readiness.
Accountable for meeting financial goals, delivering $18.5MM revenue.
Manage 5 direct reports and 455 indirect reports.
Marquee clients have included Harry & David ($4.4MM), MasterCard ($5.1MM), additional AT&T
Wireless retention program ($3.8MM), Yellow Pages ($1.2MM annually), and a pharmaceutical
enrollment program ($1MM annually).
Michael Shortino Resume Page

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Drove revenue for clients (new lines/wireline products/accessory sales) of ~$150K annually.
Consistently achieve ~$900K retained revenue through customer care retention program.
Support client relationship management with heavy client-facing responsibilities.
Manage scheduling change requests; provide staffing design feedback to workforce management team.
Improved C-Sat scores from 56% to 79% in 9 months by transforming culture from sales-centric to
sales/customer experience focus, achieving buy-in from agents through rewards and recognition.
Implemented automated application for team leaders to view available workstations, driving $100K
additional billed revenue annually.
Designed and implemented employee satisfaction initiatives, improving scores from 3.69 to 4.10 (on a
5-point scale) through recognition programs and employee-focused culture.
Consistently rank in top 3 (of 9 sites) for call quality as measured by independent 3
rd
party; achieved
through clearly defined sales process, agent accountability, goal monitoring, quality incentives, and
recognition initiatives.
Consistent track record of strong financial and performance goals vs. competing vendors.
Consultant, Marketing Programs Sep/2004 Aug/2007
Reported to Director of Marketing Programs. Hired to develop and implement strategic marketing initiatives,
including national logo, target marketing, and cross promotion. Key driver in overall image, quality control,
sales revenue, marketing, advertising, and brand management. Provided support to U.K. Sales Team.
Implemented marketing best practices, growing sales division annual revenues.
Key driver in creating direct marketing campaigns, acquiring dozens of meetings with key decision
makers and influencers at key prospects.
Created and managed lead generation efforts in communications, retail, healthcare and automotive
verticals, achieving hundreds of webcast attendees, resulting in ~100 meetings with leads.
Created and published white papers and case studies.
Developed thought leadership for senior management for use with industry analysts/trade conferences.
Responsible for internal surveys across multiple departments to identify key differentiators, creating
comprehensive client database for support issues, revenues, key contacts, and performance against
competition.
Managed trade show sponsorships/appearances, securing speaking opportunities and arranging executive
participation, responsible for booth messaging and identifying/creating appropriate collaterals.
Prepared several successful, notable award applications.
Project-managed multiple webinars and wrote copy for company website.
Senior Client Services Manager May/2000 Sep/2004
Reported to Director of Program Management. Managed all aspects of $40MM client relationship with
AT&T across 8 domestic sites and 1 offshore site (~800+ total agents) providing dedicated outbound sales.
Accountable for $40MM annual revenue/shared P&L responsibility.
Managed 3 direct reports and 9 indirect reports.
Served as primary point-of-contact for business development team.
Grew account TCVs from $30MM to $40MM.
Personally planned and hosted client on-site audits.
Negotiated operational expectations and served as trusted advisor for contract negotiations.
Provided best practices expertise in consultancy role to senior management and operations team.
Implemented one of the first outsourced programs in Bangalore, India.
Created monthly invoices, ensuring accuracy and KPI compliance.
Operations Manager Mar/1994 May/2000
Reported to Senior Operations Manager. Managed 115-FTE outbound telesales operation at peak, driving
revenue through sales of AT&T wireline residential telephone service. Responsible for KPI achievement,
schedule adherence, payroll, and policy compliance.

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Michael Shortino Resume Page

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P R I O R P O S I T I O N S H E L D
C CONVERGYS ONVERGYS C CORPORATION ORPORATION Training Instructor Oct/1992 Mar/1994
C CONVERGYS ONVERGYS C CORPORATION ORPORATION Team Supervisor Jul/1990 Oct/1992
G GOLDOME OLDOME S SAVINGS AVINGS B BANK ANK Loan Processor/Telesales Agent Mar/1987 Jun/1990

E EDUCATI ON DUCATI ON
NOVA SOUTHEASTERN UNIVERSITY, Davie, FL
Coursework toward International MBA

SUNY UNIVERSITY, Fredonia, NY
Bachelor of Science, Business Administration

P PROFESSI ONAL ROFESSI ONAL D DEVELOPMENT EVELOPMENT , , N NOTABLES OTABLES
Technical proficiencies include Microsoft Office, NICE, IEX, CMS, eStart, and various AT&T/Convergys tools
Community volunteer work/contributions have included Habitat for Humanity, Tour De Cure for ADA,
CF Foundation, Make a Wish Foundation, and Miami Rescue Mission
In addition to English, speak limited conversational Spanish
Business travel tolerance up to 25%
Dual US/Irish Citizenships; willing to travel internationally, holding current passport


Justin N. Knight 2547 NW 31
st
Ct Cell (773) 330-8198
Oakland Park, FL 33309 juknight@hotmail.com
____________________________________________________________________________________________________________
CAREER SUMMARY

A results-oriented professional with thirteen years of progressive experience in Account Service, Leadership, Process
Improvement and Project Management. Areas of knowledge and skills include:

Project Management / Leadership System and Process Development
Training and Development Recruitment, Selection & Hiring
Quality Assurance / Best Practices Financial Statement Analysis and Management
Team Facilitation Internet / Print Marketing & Value Added Selling


Inktel Contact Center Solutions 05/09 present Miami Lakes, FL
Director, Quality Assurance (11/12 Present)
Responsible for the oversight of quality for all client contact center projects at Inktel.
Consistently exceed clients quality expectations and drive ongoing improvement.
Manage a team of 30 Quality Coaches and 2 Quality Managers.
Personally responsible for the professional development of my team.
Manage the P&L for the Quality Department and ensure budgetary obligations are met.

Account Executive, Client Services (05/09 11/12)
Manage client relationships and be primary point of contact between Inktel and my clients.
Oversaw projects and ensured they met client objectives and contractual obligations.
Was Account Executive for multiple clients, including Inktels largest account.
Achieved year-over-year actual growth that exceeded budgeted growth.
Ensured my accounts were at or under budget expenses and that the client spend was managed appropriately.
Received the Inktel Employee of the Month award 3 times.

Miami Herald Media Company 10/06 05/09 Miami, FL
Advertising Account Executive, Outside Sales (10/06 05/09)
Managed Advertising territory in excess of $4 million in sales of print and online products annually by providing
outstanding customer service for existing customer base and generating consistent new business.
Managed account base of 200+ customers and provide year-over-year revenue growth during difficult period for media
companies.
Achieved sales goals/quotas for each month and quarter by maintaining relationships with customers and working
with them to fulfill their business needs.
Realized 120% of sales revenue goal for multiple months in 2007 and over 200% of goal for specific niche products.
Coordinated with all advertising departments to ensure on-time delivery of a myriad of products to my customers.
Developed and adhered to customers advertising budgets and provided reporting on contract performance.
Maintained leadership role in my department by providing on-going training for newer team members.
Delegated workflow to 3 Sales Assistants and oversaw that work to guarantee flawless execution.

PeopleScout/SeatonCorp 9/00 10/06 Chicago, IL
Account Manager (6/04 10/06)
Most Senior Manager at a $9 million Advertising Agency responsible for providing advertising solutions to medium and
large size global employers.
Managed $4-$5 million (15,000 transactions) in annual advertising spend over 5 accounts and a staff of 6 coordinators.
Integral role in growth of agency sales from $250K to $9mil in annual sales in just 2 years.
Created a work environment where employees were challenged, productive, motivated, mentored, and consistently
adhered to the companys commitment to outstanding customer service.
Justin Knight
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Responsible for hiring and training of all new department staff, during growth in number of staff from 2 to 20 in period
of 2 years.
Onboarded all new clients and managed their transition to the permanent account team, in addition to my own accounts.
Developed, implemented and analyzed client media plans and strategies that improved cost efficiency and effectively
communicated a consistent brand.
Provided input and ideas to senior management to guide the future growth, direction and competitiveness of the entire
corporation.
Central responsibility for back-office support team in India including: hiring, training, oversight, quality assurance and
staff development.

National Media Buyer (9/00 6/04)
Sole Manager for all sourcing initiatives for internal client, reported directly to President.
Integral role working with President and SeatonCorp Partner to create new product and department, CopyScout,
as a marketable advertising agency.
Responsible for development of all sourcing strategies in order to hire 50,000 employees annually for internal
staffing company.
Managed all functions for staff of 2 coordinators in India.

EDUCATION
Bachelor of Arts in Political Science; May 2000
3.5 GPA out of 4.0, Top 10% of class
Western Illinois University; Macomb, IL

AWARDS
2013 Q1 Inktel STRIVE Award for Integrity
March 2012 Inktel Employee of the Month
January 2011 Inktel Employee of the Month
December 2009 Inktel Employee of the Month
2008 Q4 Sales Professional of the Quarter, Advertising Division, Miami Herald Media Company
2007 Customer Service Outstanding Contributor, Advertising Division, Miami Herald Media Company
2007 Q2 Sales Professional of the Quarter, Advertising Division, Miami Herald Media Company
2005 PeopleScout Client Service Award
2004 PeopleScout Strategic Award for Product
2004 SeatonCorp Service Award
1998 National Educational Debate Association, National Champion

References available upon request.

CARLOS G. ESCAR
12160 St. Andrews Place, Apt #207, Miramar, FL 33025 Cell: (954) 599- 7839 CarlosGEscar@gmail.com
www.linkedin.com/in/carlosgescar

Professional Summary
My experience as an Account Manager has taught me how to build strong relationships, both internally
and externally, with clients and vendors. My proven ability to manage complex projects and programs
simultaneously while ensuring client satisfaction is one my greatest strengths.
Skills
l Account management l Organized
l Online marketing strategies l Fast Learner
l Detail-oriented data analysis l Self-motivated
Work History
Account Executive, 01/2013 to Current
Inktel Contact Center Solutions Miami Lakes, FL
l Developing new client relationships and strengthen existing relationships by offering value-added
solutions that meet their business needs.
l Leading client and internal meetings, such as Quarterly Business Review and Quarterly Internal
Presentations.
l Effectively communicating details of direct marketing or customer service programs to sales,
operations, IT, and other departments tasked with the successful delivery of these programs.
l Work with operations and other departments to outline work plans and assign duties,
responsibilities, and scope of authority.
l Preparing project reports for management, clients, or others, such as monthly forecast projections for
each account.
Internet Marketing Manager, 06/2010 to 01/2013
Aventura Auto Gallery Aventura, FL
l Created and implemented social media business plans.
l Managed and updated 100% of social media sites (Facebook, Twitter, Google+, etc.).
l Implemented Reputation Management processes.
l Established eBay/Craigslist marketing platforms, which results in 20% sales penetration.
l Received and responded to 60 incoming sales phone calls per day.
l Received and answered Internet leads maintaining a 15% closing ratio.
Internet Sales, 06/2008 to 06/2010
Rick Case Honda Powerhouse Weston, FL
l Received and responded to 50 incoming Internet and sales phone calls per day.
l Increased monthly gross profit of $20,000 on closed Internet customers.
l Received and answered Internet leads maintaining a 10% closing ratio.
l Increased non-buyer be-back customer by 100%.
Education
Bachelor of Business Administration: Marketing, May 2013
Florida International University - Miami, FL
Accomplishments
l S.T.R.I.V.E Award 2013: Versatility
Carlos Escar
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Roxanna Duncan
Objective

Seeking a challenging position with a reputable firm that will enable me to utilize my
customer service, training, supervisory and management skills to my fullest potential with
room for growth.
Education

1997-1999 Camperdown High School
( GCE A/O Level Certificate Pre College Program)
1992-1997 Camperdown High School
( High School Diploma )
Associates Degree Program in Criminal Justice Miami Dade Community College
(Pending Completion)
Work
Experience
01/2009 Present INKTEL CONTACT CENTER SOLUTIONS Ft. Lauderdale, FL
1. Quality Assurance/Compliance Supervisor for Broward County Para Transit Program
(TOPs)
Monitor Call Specialist for Quality Assurance and provide constructive feedback to call takers.
Customer service representative for Broward County Para Transit riders and residents
Scheduling and dispatching transportation
Having daily communication with Broward County Transit in order to ensure that
transportation needs are met.
Review and respond to rider complaints in regards to their daily transportation concerns.
Supervising a team of over twenty five (25) call takers/agents.
2. Quality Assurance Representative for Verizon and Holsted Jewelers
Monitor Call Specialist for Quality Assurance.
Ensure that all agents are adhering to the quality guidelines of the programs.
Provide daily constructive feedback to the agents.
Host weekly calibration session with clients.
06/2005 05/2008 INKTEL CONTACT CENTER SOLUTIONS Ft. Lauderdale, FL
Quality Assurance Supervisor/Trainer for Verizon
Trained new hires for the Verizon program.
Supervised and instructed individuals on his/her strengths and weakness and provided
developmental feedback.
Monitored Call Specialist for Quality Assurance and provided constructive feedback.
Provide marketing information, relative to the success of the program.
03/2002 - 06/2005 INKTEL CONTACT CENTER SOLUTIONS Ft. Lauderdale, FL
Telemarketing Sales Representative
Outbound Sales calls for Bellsouth residential services
Selling Long Distance, Internet Services and Local packages to existing Bellsouth customers
Sharing best practices during team meetings and in client focus session.
Developed Excellence in Sales training course.
Phone 954-588-0988
Juliaroxanna01@gmail.com

4500 SW 36
th
Street
West Park, FL 33023
Roxanna Duncan
Skills

Computer Literate Window Base Applications; Words Excel, Power Point and type 35
wpm
Excellent leadership
Great organizational and communication skills

References available upon request

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Clarence Stephen
1820 NW 36
th
Avenue
Fort Lauderdale, FL 33311
Clarence.Stephen@inktel.com Emancipation25@gmail.com
(954) 677-8438
(954) 604-9397
(954) 933-9671 ext-52104

Short Term Objective:
To provide education, customer care, quality, order, account maintenance and skill in the form of customer service.

Long Term Objective:
To start an entrepreneurship this will bring about entertainment, awareness and change to the community at large.

Skills:
Microsoft word, excel, powerpoint, outlook, publisher, access, infopath, adobe, orbital paymentech system, internet explorer, fax
machine, printer, copier, cms avaya, payroll systems, switchboard telephone system, stamp meter postal machine, ADEPT

Honors:
State of Florida class D security license
President of Kappa Gamma Rho Greek organization (Fort Lauderdale Chapter)
Countless company-wide employees of the week, month and year awards
Twice named Inktel Directs Nationwide Employee of the month.

Special Interests:
Quality Paperback Book club member since (1997)
Kappa Gamma Rho member since (2000)
NGLLA Law Association member since (2002)

Certifications:
State of Florida class D security license
Many Inktel Core Certifications including providing constructive feedback for all Team Leads/Supervisor/Management Staff.

Education:
Once enrolled at Broward College to obtain my Associate Degree in the medical profession.

Broward College Major: Nursing
North Campus
1000 Coconut Creek Blvd.
Coconut Creek, FL 33066

Job History:
Extensive customer service background which includes everything from retail, hospital (in-patient), credit card (customer service and
activation), insurance, subscriptions, local and long-distance, merchandise sign-up, airline mileage etc

Inktel Contact Center Solutions (October 1, 2002-Present)
7209 NW 88
th
Ave
Tamarac, Fl 33321 Position: Workflow Coordinator Supervisor /Team Lead Salary: $12.18 & Bonuses
(954) 933-9671 Project: Synapse Group Inc, (2007-2010) BCT Department Team Lead since 2010.

Job Description & Duties: (Some of my duties include the following-) Received and sorts incoming
departmental materials, receive, log and batch all incoming work that comes in via fax, mail and email and then
distributes to all staff according to their skill level. Distributes project and department related flashes and memos and
create and pass out department related memos. Receives requests for information regarding files, maintains records of
materials. Post department hours, revenue. All duties that relate and function under a supervisor capacity. Supervising
a staff of 20 or more agents, assigning schedules, monitoring program metrics and adjusting floor support to ensure
proper coverage, actively involved in interviewing, hiring and top-grading staff. Processes Payroll for entire staff.
Works closely with Clients/Providers/Account Executives on day to day basis to ensure all program metrics are
achieved as well as to provide feedback on program achievement. Actively participated in program related visits from
Broward County Commissioners and other TOPS clients such as Dept. of Transportation.

Temp Services References: Business References: Personal Reference:
Manpower Temp Services Michael Shortino Rogers Williams
8181 W. Broward Blvd. 7209 NW 88
th
Ave 500 Highland Terrace
Fort Lauderdale, FL 33324 Tamarac, Fl 33321 Orange, NJ 07050
(954) 236-3310 michael.shortino@inktel.com Tyson_579@hotmail.com
Clarence Stephen
Continued
STRADA JOSEPH
10931 N.W. 2
nd
CT Miami, Florida 33168 (305) 525-1802 Strada_Joseph@yahoo.com

Skills Summary
I am a Corporate Trainer with extensive experience in employee development and management.
I assume responsibilities for day-to-day operational development and functions for multiple BPO
programs. I am also an award-winning leader, innovator, motivator, performance developer, and
communicator for Contact Center Development.

Strategic Management Planning New Program Penetration
Policy Development Performance Research & Analysis
Staff Development & Management Team Building & Management
Innovator Motivator-Performance Driver


Corporate Trainer, 2006 Present
Inktel Contact Center Solutions Miami, Florida

I am responsible for developing, delivering, and measuring the effectiveness of training programs. The
training programs consist of products, services, business processes, sales, and soft-skill programs. I
collaborate with the training team, subject matter experts, Account Executives, Operation Managers, and
business partners, to identify learning requirements and recommends appropriate strategies to meet the
business needs, and to ensure effective implementation of all training initiatives.
Selected Contributions:
Ensure all employees comply with established company policies and procedures
Develop training materials and facilitate training sessions for new and existing programs
Select appropriate instructional procedures or methods such as individual training, group
instruction, self-study, lectures, demonstrations, simulation exercises, role play, and
computer-based training
Conduct needs analysis studies and confer with managers and supervisors to determine
training needs that support program objectives
Seize opportunities for continuous improvement in individual, team, and organizational
performance
Create pro-active and responsive solutions

Strada Joseph
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STRADA JOSEPH
Page Two
Professional Experience Continued

QUALITY & TRAINING MANAGER, 2000 2006
TECHNION COMMUNICATON CORP. Tamarac, Florida

Serve as Quality and Training Manager along with facilitating training for over 15 accounts. Conduct
weekly/monthly new hire training for trainees seeking employment within the company. As a Quality and
Training manager, the roles are to plan, organize, direct, create innovative curriculums that gears towards
continuous improvements, manage the quality and training department, exceed client expectations,
develop tools such as job aides to maintain durability while communicating with customers who objects
products/services, coordinate educational focus groups to ensure reps are confident and comfortable
during their customer interaction.

Expertise in the Following Accounts:
Synapse: (Inbound Customer Service) Retention program
AT&T/Bellsouth: (Inbound/Outbound Programs)
Sprint Nextel: Inbound Customer Service Sales Program
American Express: (Inbound Customer Service) Retention Program
Verizon: Business to Business Outbound Sales Program

Selected Contributions:
Responsible for increasing quality scores and conversion percentage
Conduct weekly client meetings to discuss center improvements, employee satisfaction, and
consumer needs.
Create action plans and goals for Supervisors, Quality Assurance Reps and team leads for
establishing excellent customer service skills
Monitor staff productivity, production levels and recommend policy changes for employee
satisfaction.

EDUCATION & CREDENTIALS

High School Diploma Miami Northwestern High School

Bachelor of Science in Business Management Campbellsville University KY

Certificate Business to Business Sales

Certificate of Teaching & Development

Certificate of Adult & Diversity Development

Certificate of Providing Constructive Feedback

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Appendix

Disaster Recovery Plan
Insurance Documents

Local Business Tax Certifcate from City of Tamarac
Continuation of Employee Listing for Living Wage Ordinance
Inktel Employee Handbook
2014 Disaster Recovery Plan
Table of Contents
I. Overview .......................................................................................................................................................................... 1
II. Data and Software .......................................................................................................................................................... 2
III. Data Restoration ............................................................................................................................................................. 4
IV. Backup Power ................................................................................................................................................................. 4
V. Telecommunications ...................................................................................................................................................... 4
VI. Data Networking ............................................................................................................................................................. 5
VII. Physical Site Backup Plan .............................................................................................................................................. 5
VIII. Personnel and their Responsibilities ........................................................................................................................... 5
IX. Plan Testing ...................................................................................................................................................................... 6
X. Notifcations .................................................................................................................................................................... 7
XI. Types of Natural Disasters & Procedures .................................................................................................................... 8
XII. Agent Transfer Procedures ........................................................................................................................................... 14
XIII. Staff Evacuation Procedures ........................................................................................................................................ 14
Assembly Area Locations ............................................................................................................................................. 14
Severe Storms .............................................................................................................................................................. 15
Hurricane Warning ...................................................................................................................................................... 15
Hurricane Evacuation .................................................................................................................................................. 15
Flood ........................................................................................................................................................................... 16
Hazardous Material Accident....................................................................................................................................... 16
XIV. Inktel Information Systems Disaster Recovery Procedures .................................................................................... 16
XV. Facility Layout Maps ..................................................................................................................................................... 19

1
Section I
I. Overview
Business Continuance Disaster Recovery Plans their risk and exposure to real threats and minimizes the possibility of signifcant
interruption to their operations.
To help minimize the effect of threats on Inktels operations, this document addresses business continuity strategies for
operations that must continue without signifcant interruption in the event of a disaster. Specifcally, our business continuity
plan addresses the following classifcations of threats:
Natural Hurricanes, tornado, food, and fres.
Human Operator error, sabotage, and terrorist attacks.
Environmental Equipment failure, telecommunications network outage, and power failures.
Inktel currently operates call centers at 3 locations. Below is a table listing all of Inktels current call center offces:
Name of Campus Number of Call Centers Total number of stations of all Centers at the Campus
Miami Lakes 1 291
Tamarac 1 232
Doral 1 143
Chicago 1 60
Inktel has deployed a Hub and Spoke model using the Network Access Point of the Americas (NAP) as its core infrastructure
point service each of its four call centers. Every call center is confgured to ensure that any center can be used as a backup to
the other. This infrastructure is based on the following technology components:
1. Asterisk Open Source Call Processing
2. Inktel Proprietary CRM
3. ACME Packets Session Border Controller for SIP trunk control
4. SOPHOS UTM Firewall and IDS systems
5. DELL Power Edge and R710 redundant Database Servers utilizing Windows 2003 server
and Microsoft SQL 2005 Server database.
6. Lenovo ThinkCentre M72e, DELL Optiplex 390 and 380, Windows XP
7. Cisco Enterprise routers 7200 / 3600 (Redundant Power Supplies).
8. Cisco Catalyst Enterprise Layer 3 Core Switches
Section I
2
The NAP of the Americas serves (http://www.terremark.com/data-centers/americas/nap-americas.aspx) as the Main Data Center
hub for all the centers. All sites are located in the western parts of their respective counties and over 15 miles inland from the
coast. Proximity of the sites allows for easy travel between the sites via major interstate highways but offer enough distance
between them to avoid both locations being simultaneously impacted by a natural disaster. In the event of a regional natural
disaster, our Business Continuance Plan expedites the transfer of business functions between sites.
All sites have full UPS power back up and disaster recovery sites have additional diesel generator systems. The generators can
be used to run the entire facilities for as long as necessary in the unlikely event of an extended power outage.
II. Data and Software
NAP of the Americas infrastructure:
Building Features
750,000 square foot, purpose-built datacenter
Tier IV facility with N+2 power and cooling infrastructure
Equipment foors 32 feet above sea level
Roof slope designed to aid in drainage of foodwater in excess of 100-year storm intensity assisted by 18 rooftop
drains
Designed to withstand a Category 5 hurricane with approximately 19 million pounds of concrete roof ballast
7 inch thick steel reinforced concrete exterior panels
The building is outside FEMA 500-year designated food zone
Physical Security
The NAP of the Americas has a centrally-located Command Center manned by security personnel 24 hours a day, 7 days a week,
365 days a year. Security personnel monitor all security cameras, guard building entrance and exit access points, and control
key card access to elevators, foors and roof areas. In addition, environmental sensors notify tenants and mobilize rescue in
case of emergency.
Power
The electrical and mechanical systems at the NAP of the Americas represent the most advanced and reliable integrated systems
of their kind, in the world.
100% AC power availability guarantee
Redundant power vaults fed from multiple substations
Two independent 13,200 volt feeders supply the medium voltage switchgear
Increments of 10 AMP or 20 AMP circuit AC CPS-backed power
Increments of DC 20 AMP 48 Volts DC circuit A&B feed
3
Section II
Uninterrupted, stable power by 6 HiTEC Continuous Power Systems which provide a transfer time 10 times better
than a typical UPS power system found in most data centers
Each HiTEC unit is rated at 2 megawatts for a total of 12 megawatts of capacity
Environmentals
The following power, environmental, and fre suppression capabilities exist to protect the NAP of the Americas.
Five redundant chilled-water heat exchange systems with 2000 tons of chilled water to cool the building
Humidity maintained at 45% - 55%
Air systems refreshed through fltered vents at four sides of the building
Electronic detection systems for monitoring and maintaining all environmentals
Increments of DC 20 AMP 48 Volts DC circuit A&B feed Smoke and heat sensors provided in: - Col ocat i on
space - Communication equipment rooms - Mechanical and electrical rooms
TotalPac Pre-action dry pipe fre suppression system which holds water outside of the building until a fre is
verifed, ensuring that water will not accidentally drain into equipment areas
Temperature continuously kept at 72F 5F
The power and environmental systems at the NAP of the Americas are so advanced that technicians can perform maintenance
on any element of systems without impacting operations. This design allows us to deliver an unprecedented 100% availability
guarantee for all power and environmental systems.
The requirement for disaster recovery includes the backup and safe storage of software applications used by TSRs and
Management to operate the programs.

The back-up process and schedule is outlined below:
Data stored on the NAS appliance will be regularly backed up as follows:
Incremental backup daily (Mon.-Fri.) and data located on-site.
Full back-up weekly (Sat.) and data located off-site.
Exchange Mailbox stores will be regularly backed up as follows:
Full back-up daily (Mon.-Fri.) and data located on-site.
Windows Servers (not in DMZ) will be regularly backed up as follows:
Incremental backup daily (Mon.-Fri.) and data stored on-site.
Virtual Machine Servers will have its VM data drive regularly backed up as follows:
Image backups of virtual machines will be taken on Tuesday and Thursday. These backup fles will be
stored on-site.
Weekly fle and folder full backup will be taken on Sunday. These backup fles will be stored off-site.
4
Section III - V

III. Data Restoration
In the event of a catastrophic system failure, backed up data will be made available to users within 3 working days if the
destroyed equipment has been replaced by that time.
In the event of a non-catastrophic system failure or user error, on-site backed up data will be made available to users within 1
working day.
Restoration Requests
In the event of accidental deletion or corruption of information, requests for restoration of information will be made to the
Information Technology department.
IV. Backup Power
Inktel has installed Uninterruptible Power Supply (UPS) systems at all locations. These systems ensure that short-term power
outages do not disrupt Inktels operations. The UPS systems power critical systems which allow work to continue without
interruption.
Inktel has identifed the Miami Lakes and Tamarac sites as primary centers for inbound call center activity. Enough fuel is kept
at both locations to run for approximately 72 hours and contracts are in place with fuel providers to ensure we are supplied
quickly.
In the Doral location, Inktel has contracted with a standby power company to supply a portable 150KVA generator.
The generator systems are tested weekly. The generator systems are put into full production use to ensure that no loss of
power occurs. After each test a report is issued identifying any faults. Problems are immediately escalated to the UPS and
generator support companies. Problem resolution is tested within one week to verify that the fault has been resolved.
V. Telecommunications
Inktel has multiple telecommunications providers. Inktels voice services come from Windstream and CenturyLink via SIP
connectivity to the NAP. Our telephony infrastructure allows any agent from any facility to access phone services. In the event
that one facility is not accessible, critical programs can be managed from another facility. Agents could be transported from
one site to another to ensure continued operations.
5
Section VI - VIII
VI. Data Networking
Inktels data networking infrastructure is based on TCP/IP, and Cisco Enterprise Layer 3 Switches & Routers for traffc
management within a location, between locations, to the Internet, or to our Clients private networks (Intranets).

Within each center we utilize Multiple Layer 3 core switches to separate network traffc into sub-networks, to improve
performance.
Inktel maintains high-speed redundant connections with 2 different carriers to the data center from all locations. Firewalls
are installed at the data center to ensure secure, managed access to the Internet. Our network connectivity is provided by
CenturyLink and Fiberlight. An automatic failover routing protocol is in place should our primary carrier suffer a loss of
connectivity within any portion of the network.
VII. Physical Site Backup Plan
Inktel maintains technical infrastructures at each of its call centers. Therefore, any center could serve as an emergency backup
to any other center. Due to the proximity between the sites, agents can travel between sites within one hour of any outage.
We closely monitor excess capacity in all centers, and use this information to determine which sites are going to be used as
backup facilities in the case of a signifcant outage.
VIII. Personnel and their Responsibilities
Inktel has an Emergency Management Team (EMT), responsible for keeping track of all issues relating to disaster recovery,
including excess physical capacity, excess telecommunications capacity and other factors key to determining where a project
would be relocated in the case of an emergency.
In the event of an approaching storm:
The Team will meet via Conference Bridge every 12 hours at 9AM and 9PM (based on a storm which is 48 hours away).
The team will meet via Conference Bridge every 6 hours at 9AM, 3PM, 9PM, SKIP 3AM, 9AM (Based on a storm that is less
than 36 hours away).
Primary conference bridge (267) 507-0240 passcode: 914994 leader code 5337.
Storm Tracking - http://www.intellicast.com/ or http://www.nhc.noaa.gov/.
Complete advisories are scheduled for 11AM, 5PM, 11PM.
Intermediate advisories are scheduled for 8AM, 2PM, 8PM.
The employee hotline communicated to all employees and will be updated daily at 9am and 4pm until the storm passes.
Employee hotline - 866-622-8272.
6
Section VIII - IX
The Emergency Response Team
Team Member Emergency Team Owner of
Responsibility
Normal Responsibility
Lead Disaster Recovery Manager Ken Mark
CIO
954-804-8744
Summer Dennis
President, COO
857-829-3818
IT Ken Mark
CIO
954-804-8744
Prem Balwani
Director, IT
786-239-7210
Facilities Carlos Rodriguez
Facilities Manager
305-562-8912
Ken Mark
CIO
954-804-8744
Client Services Chris Chinni
VP, Client Services
908-581-5488
Summer Dennis
President, COO
857-829-3818
Operations - Miami Lakes Alan Mohler
Site Director Miami Lakes
954-646-0761
Mike Shortino
Site Director Tamarac
954-856-4757
Operations - Tamarac Mike Shortino
Site Director Tamarac
954-856-4757
Alan Mohler
954-646-0761
Operations - Doral Jorge Bermudez
Site Director Doral
305-450-0242
Alan Mohler
954-646-0761
Human Resources Gloria Vazquez
HR Manager
305-523-1232
Summer Dennis
President, COO
857-829-3818

IX. Plan Testing
Disaster recovery testing will take place twice per year. Dates for testing are the next business day after April 15th and the next
business day after November 30th. Testing will include but is not limited to:
1. Announcing a disaster
2. Updating emergency Notifcation Hotline 866-622-8272
3. Network availability
4. Phone systems availability
5. Database availability
6. Application availability
7. Coordination with staff
8. Power back up facilities
7
Section IX - X
A Pre and Post-test checklist will be completed after each test. Documentation and confrmation of testing will be reviewed
and a copy of the testing documentation kept by the DRP POC. All items must receive a rating of PASS. Any Failed item must
be commented and corrected prior to fnal approval. Documentation of all testing Pass or Fail must be retained.
X. Notifcation
In the event of a temporary business interruption caused by a system failure (i.e. hardware or software malfunction) at Inktels
Data Center or at one if its Contact Center sites, the following shall occur:
Action Responsible Party
1. Problem identifcation: System unable to be restored in less than 30
minutes. Additional problem analysis and solution creation begins.
1
Inktel IT
2. Client notifcation and Action Plan confrmation.
2
Account Executive
3. Call traffc or personnel assignments.
3
Executive Management, Managers,
Supervisors and Account Executives.
4. Solution implemented.
4
Inktel IT
5. nbound traffc rerouted back to Inktel data center or primary contact
center facility.
5
Executive Management, Managers,
Supervisors and Account Executives
6. Recovery Review.
6
Account Executive
1
Time may vary based on individual account/program, established business rules and/or nature of problem. In the event of
power outage, Inktel has an Uninterruptible Power Supply System that maintains the integrity of all contact center systems for
up to thirty (30) minutes until our alternate power generator is activated. The alternate power generator will run all contact
center systems for 72 hours without additional fuel and can run indefnitely if refueled when necessary.
2
The Account Executive shall notify Client as soon as possible with a mutually agreed upon detailed Action Plan. The AE
will identify if the outage is at the core or at a specifc site. Client will be contacted regularly with updates until Step 5 is
implemented. In the event of signifcant downtime (interruption exceeding 30 minutes) Inktel will install interim messaging
while all parties mutually agree on course of action.
3
If the outage is at the core: Calls will be re-routed as determined by the client. If there is an outage at a center, calls will be
handled by agents at a pre-established facility.
4
Time will vary based on problem and necessity for outside software/hardware assistance.
5
Calls rerouted back to Inktel core or primary call center.
6
Inktel will provide a detailed account of recovery information including: cause of interruption, solution, and duration of
interruption.
8
Section XI
XI. Types of Natural Disasters & Procedures
This document provides a brief overview of the types of disasters posing a potential threat to Inktels staff and Tele-service
Programs. These emergency procedures are intended to assist individuals in understanding what to expect, and what to do
initially. The information in this document has been provided primarily as guidance in the event a disaster occurs at any Inktel
facility.
Should an emergency occur, evacuation of one or more facilities may be necessary. Evacuation routes for facilities are displayed
throughout staff work areas. All personnel should study these procedures carefully.
Interim Message: Customized for each client detailing whether callers may anticipate longer than expected wait times or if
their call cannot be handled and are redirected to the clients web site.
Long Delays
Thank you for calling X. Your call is important to us, however due to severe weather, you may experience longer than expected
wait times. You may continue to hold for the next available representative or we invite you to visit our website at X for further
information. Once again, we apologize for the inconvenience and thank you for calling X.
Emergency Closure
Thank you for calling X. Your call is important to us, however due to severe weather, we are unable to service your call at
this time. We expect the situation to be resolved momentarily, please try calling back within the hour. In the meantime, we
invite you to visit our website at X for further information. Once again, we apologize for the inconvenience and thank you
for calling X.
Hurricane Category:
5 = Catastrophic (156+ MPH winds)
4 = Extreme (131-155 MPH winds)
3 = Strong (111-130 MPH winds)
2 = Moderate (96-110 MPH winds)
1 = Minimal (74-95 MPH winds)

* This Disaster Recovery Plan is applicable regardless of storm type and may also be utilized, in part, in the event of other
catastrophic events (i.e. fre, food, etc.).

9
Section XI
Time
Phase
Description
Category 1-2 Hurricane
Response
Team
Response
Team
3 days away Identifcation
Assemble Response Team for
initial information gathering,
assessment and initial action plan.
ALL
Assemble Response Team for
initial information gathering,
assessment and initial action
plan.
ALL
Initiate communications with
Inktel Executive Committee and
continue every 6 hours from
initial notifcation.
Executives
Initiate communications with
Inktel Executive Committee and
continue every 6 hours from
initial notifcation.
Executives
Assemble support group staff and
review plan for any changes and
updates.
Lead
Disaster
Recovery
Manager
Assemble support group staff
and review plan for any changes/
updates.
Lead
Disaster
Recovery
Manager
Test the generator and/or
emergency power systems.
Facilities
Test the generator and/or
emergency power systems.
Facilities
Review Generator Fuel levels and
top off.
Facilities
Review Generator Fuel levels and
top off.
Facilities
Start hotline messages- to be
updated every 8 hours by Business
Unit Manager.
IT
Start hotline messages- to
be updated every 6 hours by
Business Unit Manager.
IT
Confrm with IT that all
voice messages are ready for
deployment.
IT
Confrm with IT that all
voice messages are ready for
deployment.
IT
Designate one key member per
program to keep all information
relating to preparedness.
Operations
Designate one key member per
program to keep all information
relating to preparedness.
Operations
Confrm phone list for all
employees.
Operations
Confrm phone list for all
employees.
Operations
Confrm all personnel have Inktel
Disaster Hotline #.
Operations
Confrm all personnel have
Inktel Disaster Hotline #.
Operations
Individual Account Management
Teams to have preparation
meeting with all applicable
Business Units to review
disaster procedures and client
communication process. Set
up timetable for any necessary
communication meetings.
Client
Services
Individual Account Management
Teams to have preparation
meeting with all applicable
Business Units to review
disaster procedures and client
communication process. Set
up timetable for any necessary
communication meetings.
Client
Services
Review business continuity plan
with all clients.
Client
Services
Review business continuity plan
with all clients.
Client
Services
Clients contacted regularly from
this point forward.
Client
Services
Clients contacted regularly from
this point forward.
Client
Services
Individual program teams
will meet following Executive
Committee meetings for updates.
Client
Services/
Operations/
IT
Individual program teams
will meet following Executive
Committee meetings for updates.
Client
Services/
Operations/
IT
10
Section XI
Time
Phase
Description
Response
Team
Response
Team
2 days away Preparedness
Executive Committee meets every
4 hours.
Executives
Executive Committee meets
every 2 hours.
Executives
Initiate complete system back-
ups on all software (including
switches).
IT
Initiate complete system back-
ups on all software (including
switches).
IT
Review shutdown and rerouting
procedures.
IT/
Operations
Review shutdown and rerouting
procedures.
IT/
Operations
Schedule and arrange for
personnel support to accomplish
the shutdown/rerouting process.
IT/
Operations/
Client
Services
Schedule and arrange for
personnel support to accomplish
the shutdown/rerouting process.
IT/
Operations/
Client
Services
Arrange for vendor, third party
partnerships and internal
logistical support including
transportation, storage boxes,
labels, etc.
Faculties/
Operations
Arrange for vendor, third party
partnerships and internal
logistical support including
transportation, storage boxes,
labels, etc.
Faculties/
Operations
Hot line messages will be updated
every 6 hours.
IT
Hot line messages will be
updated every 4 hours.
IT
Monitor National Weather Service
reports.
ALL
Monitor National Weather Service
reports.
ALL
Review/coordinate with local
authorities any evacuation
warnings and procedures that
must be followed.
Lead
Disaster
Recovery
Manager/
Operations
Review/coordinate with local
authorities any evacuation
warnings and procedures that
must be followed.
Lead
Disaster
Recovery
Manager/
Operations
Confrm all materials for
disaster preparation are within
designated areas and all
Supervisor personnel have been
given instruction on how to use.
Operations
Confrm all materials for
disaster preparation are within
designated areas and all
Supervisor personnel have been
given instruction on how to use.
Operations
11
Section XI
Time
Phase
Description
Response
Team
Response
Team
36 hours away
Hurricane
Watch issued
by National
Weather
Service
Remind employees that they
should prepare their homes for
a hurricane prior to their work
hours.
ALL
Remind employees that they
should prepare their homes for
a hurricane prior to their work
hours.
ALL
Confrm with city, schedule for
public transportation and bridge
closings.
Lead
Disaster
Recovery
Manager/
Operations
Confrm with city, schedule for
public transportation and bridge
closings.
Lead
Disaster
Recovery
Manager/
Operations
Continue internal meetings.
ALL
Continue internal meetings.
ALL
Repeat System backup
procedures.
IT
Repeat System backup
procedures.
IT
24 hours away
Hurricane
Warning
issued by
National
Weather
Service
Stress to employees the need to
prepare their homes.
ALL
Stress to employees the need to
prepare their homes.
ALL
Confrm again who will be
available for work during the peak
of the storm.
ALL
Hot line messages will be
updated hourly. ALL
Hot line messages will be updated
every 2 hours. IT
Confrm again who will be
available for work during the
peak of the storm.
IT
Notify Clients about plan of action Client
Services
Notify Clients about plan of
action
Client
Services

Begin process of covering/storing
all exposed equipment.
Facilities
14 hours away
Executive Committee to meet
hourly going forward.
Executives
hourly going forward.
Executives
Run data backup. IT Run data backup. IT
Pack and ready for shipment all
documentation, tape libraries
and all disks that satisfy license
requirements.
IT/Facilities
Pack and ready for shipment all
documentation, tape libraries
and all disks that satisfy license
requirements.
IT/Facilities
Pack up and label all documents
for shipping to storage unit.
Operations/
Facilities
Pack up and label all documents
for shipping to storage unit.
Operations/
Facilities
Finish process of covering/storing
all computer equipment.
IT/
Operations
Confrm with all management
call lists and expectations for
post-storm actions.
ALL
Document personnel available
for recovery process.
ALL
12
Section XI
Time
Phase
Description
Response
Team
Response
Team
12 hours away
Declaration
and Execution
Update data on servers manually
as well as on system if possible.
IT
Update data on servers manually
as well as on system if possible.
IT
Executive Committee will
plan time for key personnel to
reconvene and start recovery
process.
Executives
Make decision on sending key
personnel out of area before
Hurricane reaches landfall.
Executives
Document personnel available for
recovery process.
ALL
Determine site closures if
necessary
Executives
Center coordinators to get count
of all staff for food and drink
preparation during peak storm
time.
Operations
If facility is shut down, all
Business Units will disseminate
information and begin all shut
down and transfer procedures.
ALL
Begin process of covering/storing
all computer equipment that will
not be used during the storm
period.
IT/
Operations
Executive Committee will
plan time for key personnel to
reconvene and start recovery
process.
Operations
Confrm with all management call
lists and expectations for post-
storm actions.
ALL
Alternate site(s) timeline to be
established in the event facilities
are unavailable for occupancy for
an extended period of time.
IT/
Operations/
Executives
Implement all routing changes. IT
Test all transfers and confrm
with client all changes have
been made. Request written
documentation from client
indicating knowledge of shut
down.
Client
Services
Update list of all personnel still
on site and time of departure.
ALL
Provide Client with all necessary
contact information.
Client
Services
8 hours away
hourly.
Executives
Cut over all services to
contingency Locations.
Facilities
Send employees home if they
request.
ALL
Evacuate all non-critical
personnel personnel not
involved with the protection and
fnal shutdown of the facility.
ALL
All personnel that will be working
during the peak time of the storm
should be in the facility with all
necessary resources.
ALL
4 hours away
Stress to employees that they
should not leave the building after
this time.
ALL
Building should be vacant at this
time. Facilities
0 hours away Landfall
KEEP SAFE. This time step will
last until All Clear is issued by
National Weather Service.
ALL
KEEP SAFE. This time step will
last until All Clear is issued by
National Weather Service.
ALL
13
Section XI
Time
Phase
Description
Response
Team
Response
Team
2 - 4 hours
after passing
Facilities to survey site. Facilities/
Operations
Contact key personnel to check
on employees.
ALL
Facilities to determine building
safety and report to Center Lead
and Executive Committee.
Facilities/
Operations
Facilities to survey site.
Facilities/
Operations
Prepare Damage Report and
access site status.
Facilities/
Operations
Facilities to determine building
safety and report to Executive
Committee.
Facilities/
Operations
Site Repairable -

Prepare Damage Report and
access site status.
Facilities/
Operations
Prepare an estimate of time
required to restore facility to
a useable state, forward to
Executive Committee.
Facilities
Site Destroyed
Coordinate repair/salvage
operations with insurance
companies.
Facilities
Search for and acquire a new site
or extension of interim site. Executives
Estimate the repair costs for the
facility.
Facilities
Coordinate salvage operations
with insurance companies.
Facilities/
Operations
Contact contractors and initiate
repairs.
Facilities
Restore operations at new site. Facilities/
Operations/IT
Site untouched or useable in
present state-

Site Repairable
Restore power to facility.
Facilities
Prepare an estimate of time
required to restore facility to
a useable state, forward to
Executive Committee.
Facilities/IT
Place servers in original location.
IT
Coordinate repair/salvage
operations with insurance
companies.
Facilities/IT
Return hardware and
documentation and re-install.
IT
Estimate the repair costs for the
facility.
Facilities/IT
Power-up servers and test
operating systems.
IT
Contact contractors and initiate
repairs.
Facilities/IT
Restore all applications and test
each application.
IT
Site untouched or useable in
present state-
Restore service operations. IT Restore power to facility. Facilities
Advise Personnel that facility is
operational.
ALL
Place servers in original location.
IT
Cut-over all services to home site.
IT
Return hardware, documentation
and re-install.
IT
Start escalation call process to get
all personnel notifed of business
as usual.
Operations
Power-up servers and test
operating systems. IT
Restore all applications and test
each application.
IT
Restore service operations.
IT
Advise Personnel that facility is
operational.
IT
Cut-over all services to home site.
IT
Start escalation call process to
get all personnel notifed of
business as usual.
ALL
14
Section XI - XIII
Time
Phase
Description
Response
Team
Response
Team
3 days after
passing
Post
Implementation
Review all aspects of Disaster
Recovery for future reference.
ALL
Review all aspects of Disaster
Recovery for future reference.
ALL
XII. Agent Transfer Procedures
In the event of evacuations, the procedures in section XI should be followed. Where applicable the following procedures
should be executed.
1. Determine which program/s must be staffed during the emergency.
2. Determine which facility will be used to handle calls.
3. Verify agent roster and shift times.
4. Schedule pick up for transportation to alternate facility.
XIII. Staff Evacuation Procedures
When an evacuation is necessary, or you are directed to evacuate the facility:
1. Shut down all hazardous operations.
2. Follow instructions.
3. Assist disabled persons.
4. Leave the area in an orderly fashion. Close doors, but do not lock.
5. Follow established evacuation routes.
6. Move away from the structure. Go directly to the assembly area (map provided with plan). Report to the Evacuation
Coordinator for a head count.
7. Do not block the street or driveway.
8. Stay at the assembly area until instructed otherwise.
Assembly Area Locations
These locations will vary do to the type of disasters that may arise.
15
Section XIII
Fire
In case of a fre:
1. Contact the Fire Department.
2. If the fre is small, try to extinguish it with the proper type of extinguisher or other method. Do not jeopardize
personal safety.
3. Do not allow the fre to come between you and the exit.
4. Disconnect electrical equipment if it is on fre, and if it is safe to do so.
5. Notify the supervisor and evacuation coordinator, if possible.
6. Evacuate if you cannot extinguish the fre.
7. Do not break windows.
8. Do not open a hot door. (Before opening a door, touch it near the top. If it is hot or if smoke is visible, do not
open.)
9. Do not use elevators.
10. Do not attempt to save possessions.
11. Go directly to the assembly area.
12. Do not return to the affected area until instructed by appropriate authorities.
Severe Storms http://www.intellicast.com/
(These frst procedures apply to thunderstorms, tornados, hurricanes, etc.)
*Can Apply to ALL South Florida
In the event of an approaching storm, the Team will meet every 12 hours (based on a storm which is 48 hours away), and every
6 hours (Based on a storm that is less than 36 hours away).
In the event of a severe storm watch within the surrounding area:
1. Listen to the local radio/TV or NOAA Weather Radio for instructions.
2. Plan ahead before the storm arrives.
3. Check battery-powered equipment and back-up power sources.
Hurricane Warning
1. Board up windows or protect them with storm shutters.
2. Stay in the building if it is sturdy and on high ground. If not--and especially if local authorities order an evacuation-
-move to a designated shelter.
3. Remain indoors.
Hurricane Evacuation
1. Follow the instructions of local authorities.
2. If transportation is provided by local authorities, use it.
3. Use recommended routes rather than trying to fnd short-cuts.
4. Go to a designated location--dont go anywhere else.
16
Section XIII - XIV
Flood
In case of a food watch in the area:
1. Listen to local radio/TV.
2. Prepare to take immediate precautionary actions.
3. If driving, watch for fooding at highway dips, bridges, and low areas due to rain not seen by you, but which may
be indicated by thunder and lightning.
Hazardous Material Accident
In case of a hazardous material accident at the facility:
1. Evacuate the immediate area.
2. Initiate appropriate frst aid and/ or other personnel protection measures, as required.
3. Notify Authorities as soon as possible.
4. Do not re-enter the affected area until directed by the emergency preparedness personnel.
5. If trained and properly protected, assist with the clean-up operations, as directed.
XIV. Inktel Information Systems Disaster Recovery Procedures
(See Flow Chart below)
When the disaster is announced, Administration will notify the Human Resources department.
HR will implement the emergency 800 number and notify all directors.
Upon notifcation the IS Director will notify the IS General Manager, IT General Manager, Network Operations
Manager and the Telecom General Manager.
The descriptions of their duties are as follows:
IS General Manager
1. The IS General Manager notifes the System Manager and the IS Project Manager.
2. The System Manager notifes the Facility Leads and instructs them to prepare their respective centers for the
expected conditions.
3. The IS Project Manager assists in notifying the Facility Leads, coordinates the preparations with the other
departments and provides status updates to the IS General Manager.
4. The Facility Leads prepare their centers as instructed by the System Manager.
IT General Manager
The IT General Manager will instruct Information Systems personnel to relocate databases to the appropriate servers to
maximize uptime with the support of the IS team.
17
Section XIV
Network Operations Manager
The Network Operations Manager and the Network Operations Center team will ensure that network connectivity is maintained
throughout the event.
Telecom General Manager
The Telecom General Manager and the Telecom team will prepare to transfer all calls to an unaffected center if necessary and
continuously monitor T1 connectivity.
Internal - 866-622-8272
1. How to record an Announcement.
a. dial *98 from an authorized phone
b. Mailbox 58888
c. Password 58888
d. Press 0 Mail Box Options
e. Press 1 For Unavailable Message
f. Record Message and press # key (wait 5 seconds before recording)
g. Press 1 to accept message
h. Hang Up
External - 866-622-8272
1. How to record an Announcement.
a. Dial 305.523.1100
b. Mailbox 58888
c. Password 58888
d. Press 0 Mail Box Options
e. Press 1 For Unavailable Message
f. Record Message and press # key (wait 5 seconds before recording)
g. Press 1 to accept message
h. Hang Up
Updating the Emergency Message
Thank you for calling the Inktel employee emergency hotline.
Example:
Give the date: Today is Wednesday, August 22, 2012.
Give the time and status or emergency: At 5:00 pm EST there are no emergency updates to report
Update operations: All programs are operating on their regular schedule
Update employees: All employees should report on their regularly scheduled shifts
Outlook: We do not anticipate any changes to this message or a change in the operational status
Update frequency: This message will be update at 8am, Thursday, August 23, 2012
18
Section XIV

Inktel Disaster Flow Chart for Systems Recovery

19
Section XV
XV. Facility Layout Maps
Miami Lakes

20
Section XV
Tamarac (I2)

21
Section XV

Doral
22
Section XV
Pre Test
1st Business day after April 15
Pass/Fail
Post Test
1st Business day
after Nov. 30
Pass/Fail Comments
Announcing a disaster
Updating emergency Notifcation Hotline
866-622-8272
Network availability
Phone systems availability
Database availability
Application availability
Coordination with staff
Power back up facilities
Pre and Post DRP Testing Checklist
Test Coordinator
Test Date
Approved by
23
Section XV
Pre Test
1st Business day after April 15
Pass/Fail
Post Test
1st Business day
after Nov. 30
Pass/Fail Comments
Email to Emergency Management Team.
EMT response confrmation
Communication protocol review
(section VIII)
Review team responsibilities
and contact information
Website familiarization
http://www.intellicast.com/ or
http://www.nhc.noaa.gov/
Advisory updates
Hotline Updates (Section XV)
Communication Protocol (Section X)
Emergency Communication Testing Checklist
Test Coordinator
Test Date
Approved by
DATE (MM/DD/YYYY)
CERTIFICATE OF PROPERTY INSURANCE
THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS
CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES
BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED
REPRESENTATIVE OR PRODUCER, AND THE CERTIFICATE HOLDER.
If this certificate is being prepared for a party who has an insurable interest in the property, do not use this form. Use ACORD 27 or ACORD 28.
CONTACT
PRODUCER
NAME:
FAX PHONE
(A/C, No): (A/C, No, Ext):
E-MAIL
ADDRESS:
PRODUCER
CUSTOMER ID:
INSURER(S) AFFORDING COVERAGE NAIC #
INSURED
INSURER A :
INSURER B :
INSURER C :
INSURER D :
INSURER E :
INSURER F :
COVERAGES CERTIFICATE NUMBER: REVISION NUMBER:
LOCATION OF PREMISES / DESCRIPTION OF PROPERTY (Attach ACORD 101, Additional Remarks Schedule, if more space is required)
THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD
INDICATED. NOTWITHSTANDING ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS
CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS,
EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS.
POLICY EFFECTIVE INSR POLICY EXPIRATION
TYPE OF INSURANCE POLICY NUMBER COVERED PROPERTY LIMITS
DATE (MM/DD/YYYY) LTR DATE (MM/DD/YYYY)
PROPERTY BUILDING
$
CAUSES OF LOSS DEDUCTIBLES PERSONAL PROPERTY
$
BUILDING
BASIC BUSINESS INCOME
$
BROAD EXTRA EXPENSE
$
Contents
SPECIAL RENTAL VALUE
$
EARTHQUAKE BLANKET BUILDING
$
WIND BLANKET PERS PROP
$
FLOOD BLANKET BLDG & PP
$
$
$
INLAND MARINE TYPE OF POLICY
$
CAUSES OF LOSS
$
NAMED PERILS POLICY NUMBER
$
$
CRIME
$
TYPE OF POLICY $
$
BOILER & MACHINERY /
$
EQUIPMENT BREAKDOWN
$
$
$
SPECIAL CONDITIONS / OTHER COVERAGES (Attach ACORD 101, Additional Remarks Schedule, if more space is required)
CERTIFICATE HOLDER CANCELLATION
SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE
THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN
ACCORDANCE WITH THE POLICY PROVISIONS.
AUTHORIZED REPRESENTATIVE
1995-2009 ACORD CORPORATION. All rights reserved.
The ACORD name and logo are registered marks of ACORD ACORD 24 (2009/09)
Alex Garcia
OP ID: KS
04/28/2014
Alex Garcia
Linq Risk Management, LLC
2100 Ponce de Leon Blvd, # 601
Coral Gables, FL 33134
Alex Garcia
305-648-2445 305-648-2469
INKTE-2
Inktel Holdings Corp.
Inktel Contact Center Solution
ID Commerce & Logistics LLC
Inktel Government BPO Services
Albert Llodra
13975 NW 58th Court
Miami Lakes, FL 33014
Travelers Indemnity
Certificate Holder is Additional Insured
A X ZLP14P66409 03/01/2014 03/01/2015
X 10,505,000
100% Coinsurance X 3,600,000
Replacement Cost
5%
X 5%
X AOP 5,000 X
EDP
450,000
X
Imp & Bet
750,000
0 X ZLP14P66409 03/01/2014 03/01/2015 X
Employee Theft
250,000
X
Money/Secu Inside
20,000
X
Money/Sec Outside
10,000
A X ZPL14P71014 03/14/2014 03/14/2015 X
Limit
1,000,000
E&O/Cyber X
Deductible
25,000
Buena Vista Digital Partners, LLC
Broward County
1 North University Drive
Plantation, FL 33324
PAGE
HOLDER CODE
NOTEPAD:
INSURED'S NAME Date
INKTE-2 2
Inktel Holdings Corp. OP ID: KS
04/28/2014
Premises
Loc #1 13975 NW 58 St., Miami Lakes, FL 33014
BPP $1,130,000 BI/EE $1,500,000
Loc #2 1269 Wood Dale Rd., Wood Dale, IL 60191
BPP $2,000,000 BPP Oth $7,000,000 BI/EE $2,000,000
Loc #3 14000 NW 58 Ct., Miami Lakes, FL 33016
(Parking Area)(Liablity Only)
Loc #4 2000 W Pioneer Pkwy, Peoira, FL 61615
BPP $25,000
Loc #5 8200 NW 33 St., 2nd Floor, Doral, FL 33122
BPP $275,000 EDP $200,000 I&B $750,000
Loc #6 50 NE 9th Street, Miami, FL 33132 (NAP Ctr)
EDP $250,000
Loc #7 7205 NW 88 Ave., Tamarac, FL 33321
BPP $75,000 BI $100,000
Flood Coverage of $1,000,000 for Location 2, 4 and 5
DATE (MM/DD/YYYY)
CERTIFICATE OF LIABILITY INSURANCE
THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS
CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES
BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED
REPRESENTATIVE OR PRODUCER, AND THE CERTIFICATE HOLDER.
IMPORTANT: If the certificate holder is an ADDITIONAL INSURED, the policy(ies) must be endorsed. If SUBROGATION IS WAIVED, subject to
the terms and conditions of the policy, certain policies may require an endorsement. A statement on this certificate does not confer rights to the
certificate holder in lieu of such endorsement(s).
CONTACT
PRODUCER
NAME:
FAX PHONE
(A/C, No): (A/C, No, Ext):
E-MAIL
ADDRESS:
INSURER(S) AFFORDING COVERAGE NAIC #
INSURER A :
INSURED
INSURER B :
INSURER C :
INSURER D :
INSURER E :
INSURER F :
COVERAGES CERTIFICATE NUMBER: REVISION NUMBER:
THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD
INDICATED. NOTWITHSTANDING ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS
CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS,
EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS.
ADDL SUBR INSR POLICY EFF POLICY EXP
TYPE OF INSURANCE LIMITS
POLICY NUMBER LTR (MM/DD/YYYY) (MM/DD/YYYY) INSR WVD
GENERAL LIABILITY
EACH OCCURRENCE $
DAMAGE TO RENTED
COMMERCIAL GENERAL LIABILITY $
PREMISES (Ea occurrence)
CLAIMS-MADE OCCUR MED EXP (Any one person) $
PERSONAL & ADV INJURY $
GENERAL AGGREGATE $
GEN'L AGGREGATE LIMIT APPLIES PER: PRODUCTS - COMP/OP AGG $
PRO-
$
POLICY LOC
JECT
COMBINED SINGLE LIMIT
AUTOMOBILE LIABILITY
(Ea accident) $
BODILY INJURY (Per person) $
ANY AUTO
ALL OWNED SCHEDULED
BODILY INJURY (Per accident) $
AUTOS AUTOS
NON-OWNED PROPERTY DAMAGE
$
HIRED AUTOS (PER ACCIDENT) AUTOS
$
UMBRELLA LIAB
EACH OCCURRENCE $ OCCUR
EXCESS LIAB
CLAIMS-MADE AGGREGATE $
$ DED RETENTION $
WC STATU- OTH- WORKERS COMPENSATION
TORY LIMITS ER
AND EMPLOYERS' LIABILITY
Y / N
ANY PROPRIETOR/PARTNER/EXECUTIVE E.L. EACH ACCIDENT $
N / A
OFFICER/MEMBER EXCLUDED?
(Mandatory in NH) E.L. DISEASE - EA EMPLOYEE $
If yes, describe under
E.L. DISEASE - POLICY LIMIT $ DESCRIPTION OF OPERATIONS below
DESCRIPTION OF OPERATIONS / LOCATIONS / VEHICLES (Attach ACORD 101, Additional Remarks Schedule, if more space is required)
CERTIFICATE HOLDER CANCELLATION
SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE
THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN
ACCORDANCE WITH THE POLICY PROVISIONS.
AUTHORIZED REPRESENTATIVE
1988-2010 ACORD CORPORATION. All rights reserved.
The ACORD name and logo are registered marks of ACORD ACORD 25 (2010/05)
Alex Garcia
INKTE-2 OP ID: KS
04/28/2014
Alex Garcia
Linq Risk Management, LLC
2100 Ponce de Leon Blvd, # 601
Coral Gables, FL 33134
Alex Garcia
305-648-2445 305-648-2469
Travelers Indemnity
Hartford Insurance
Inktel Holdings Corp.
Inktel Contact Center Solution
ID Commerce & Logistics, LLC
Inktel Govn't BPO Services
Albert Llodra
13975 NW 58th Court
1,000,000
A X X ZLP14P66409 03/01/2014 03/01/2015 250,000
X 10,000
1,000,000
2,000,000
2,000,000
Emp Ben. 1M/3M
1,000,000
A X BA4B001826 03/01/2014 03/01/2015
Medical 10,000
X 5,000,000
A ZLP14P66409 03/01/2014 03/01/2015 5,000,000
X 10,000
B 21WEAG3811 10/01/2013 10/01/2014 1,000,000
1,000,000
1,000,000
A E&O/Cyber ZPL14P71014 03/01/2014 03/01/2015 Limit 1,000,000
Ded 25,000
Certificate Holder is Additional Insured

Broward County
1 North University Drive
Plantation, FL 33324
!"#$%#&'$%"# ") *+,-".// 0%1$%#2 )"3 0%4%#2 5'2/ 637%#'#8/ !"+,-%'#8/ 9))%7'4%$ :"3+
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8elllnger, Ashley n. CusLomer Servlce AgenL ?es
8encosme, 1racy A. CusLomer Servlce AgenL ?es
uocLeur, Merlyne CuallLy Assurance Supervlsor (LxempL) ?es
Lvans, 1andra CusLomer Servlce AgenL ?es
lloyd, nlesha k. CusLomer Servlce AgenL ?es
lrancols, 8oxanna CuallLy Assurance AgenL ?es
Carcla-alaclos, CrlsLlna CusLomer Servlce AgenL ?es
Cayle, !erron C. CusLomer Servlce AgenL ?es
Chlsays, Marla C. CusLomer Servlce AgenL ?es
!ohnson, Malcolm CusLomer Servlce AgenL ?es
!ones, Sandra A. CusLomer Servlce AgenL ?es
klng, karen CusLomer Servlce AgenL ?es
Leroy, Alla C. CusLomer Servlce AgenL ?es
Mclean (Campbell), nordla u. CusLomer Servlce AgenL ?es
erez, Maydolls !unlor SLaff AccounLanL ?es
lerre-Louls, 8arbara C. CusLomer Servlce AgenL ?es
ShorLlno, Mlchael SlLe ulrecLor (LxempL) ?es
Spurgeon, hlllca n. CusLomer Servlce AgenL ?es
SLephen, Clarence L. CusLomer Servlce AgenL ?es
Welch, Shenell CusLomer Servlce AgenL ?es
WhlLe, LaLavla CusLomer Servlce AgenL ?es
Wllllams, Marla CusLomer Servlce AgenL ?es
Wllson, ulamond u. CusLomer Servlce AgenL ?es
Parper, uanlelle 8llllng AnalysL ?es
knlghL, !usLln CA Manager ?es
Sands, Cralg ueskLop SupporL ?es
8alwanl, rem ulrecLor of lnformaLlon 1echnology ?es
Mark, ken Chlef lnformaLlon Cfflcer ?es
Sanchez, 1lm v of 8ecrulLmenL ?es
8amlrez, Marco CusLomer Servlce AgenL ?es
8angel, karlne CusLomer Servlce AgenL ?es
SmlLh, Shareese CusLomer Servlce AgenL ?es
valle, uarcy CusLomer Servlce AgenL ?es
SmlLh, Shaundra CusLomer Servlce AgenL ?es
*;<06=** >9;* ?6@ !-9AA 9 "3 @
8omero, ChrlsLopher CusLomer Servlce AgenL ?es
Chavez, SLephanle CusLomer Servlce AgenL ?es
8oza, Mlchelle CorporaLe 1ralnlng Manager ?es
Policy & Employment Handbook
Inktel Policy & Employment Handbook
INTRODUCTION
Employee Welcome Message ................................................................................................................. 6
Statement of At-Will Employment........................................................................................................... 7
Purpose of Employee Handbook .............................................................................................................. 7
SECTION 1 EMPLOYMENT
101 Employee Relations ..................................................................................................................... 8
102 Equal Employment Opportunity ................................................................................................... 8
103 Business Ethics and Conduct ...................................................................................................... 9
104 Personal Relationships in the Workplace ................................................................................... 10
105 Immigration Law Compliance .................................................................................................... 11
106 Disability Accommodation ......................................................................................................... 11
107 Conficts of Interest .................................................................................................................. 13
108 Outside Employment ................................................................................................................. 14
109 Non-Disclosure ......................................................................................................................... 15
110 Internal applicants, Job Postings, and Employee Referrals ....................................................... 16
111 Employment Termination ........................................................................................................... 17
112 Resignation ............................................................................................................................... 18
SECTION 2 EMPLOYMENT STATUS & RECORDS
201 Employment Categories ............................................................................................................ 18
202 Access to Personnel Files .......................................................................................................... 19
203 Employment Reference Checks ................................................................................................. 20
204 Personnel Data Changes ........................................................................................................... 20
205 Introductory Period ................................................................................................................... 20
206 Employment Applications .......................................................................................................... 21
207 Performance Evaluation ............................................................................................................ 21
208 Job Descriptions ........................................................................................................................ 22
209 Salary Administration ............................................................................................................... 22
SECTION 3 EMPLOYMENT BENEFIT PROGRAMS
301 Employee Benefts ..................................................................................................................... 23
302 Holidays .................................................................................................................................... 24
303 Paid Time Off (PTO) .................................................................................................................. 25
304 Time Off to Vote ........................................................................................................................ 27
305 Bereavement Leave ................................................................................................................... 27
306 Jury Duty ................................................................................................................................... 28
307 Workers Compensation Insurance ............................................................................................ 29
308 Educational Assistance ............................................................................................................. 29
309 Health Insurance ....................................................................................................................... 30
310 Section 125 Plan ....................................................................................................................... 31
311 Short-Term Disability ................................................................................................................. 31
312 Long-Term Disability ................................................................................................................. 32
313 Benefts Continuation (COBRA) ................................................................................................. 33
314 401(k) Savings Plan .................................................................................................................. 33
SECTION 4 LEAVES OF ABSENCE
401 Family & Medical Leave ............................................................................................................. 34
402 Pregnancy-Related Absences ................................................................................................... 36
403 Leaves of Absence .................................................................................................................... 36
404 Domestic and Sexual Violence Leave ........................................................................................ 37
405 Uniformed Services Leave ......................................................................................................... 39
406 Military Family Leave Entitlements ........................................................................................... 39
407 Genetic Information Non Discrimination Act (GINA) .................................................................. 43
SECTION 5 TIMEKEEPING/PAYROLL
501 Timekeeping .............................................................................................................................. 43
502 Paydays ..................................................................................................................................... 44
503 Pay Advances & Garnishments ................................................................................................. 44
504 Administrative Pay Corrections ................................................................................................. 45
505 Pay Deductions and Setoffs ...................................................................................................... 45
SECTION 6 WORK CONDITIONS, EMPLOYEE CONDUCT, & DISCIPLINARY ACTION
601 Safety ....................................................................................................................................... 46
602 Work Schedules ......................................................................................................................... 46
603 Use of Phones ............................................................................................................................ 46
604 Smoking .................................................................................................................................... 47
605 Meal Periods ............................................................................................................................. 48
606 Overtime ................................................................................................................................... 48
607 Emergency Closings .................................................................................................................. 48
608 Business Travel Expenses ......................................................................................................... 49
609 Visitors in the Workplace .......................................................................................................... 50
610 Use of Equipment ....................................................................................................................... 50
611 Return of Property ...................................................................................................................... 51
612 Computer and Email Usage ....................................................................................................... 51
613 Internet Usage .......................................................................................................................... 52
614 Workplace Monitoring ................................................................................................................ 54
615 Facility Access Control Policy .................................................................................................... 55
616 Security Inspections .................................................................................................................. 56
617 Workplace Violence Prevention .................................................................................................. 56
618 Use of Mobile Technology Devices While Driving ....................................................................... 57
619 Driving on Behalf of Inktel ......................................................................................................... 58
620 Employee Conduct and Work Rules ........................................................................................... 58
621 Drug and Alcohol Use ................................................................................................................ 60
622 Drug Testing ............................................................................................................................. 61
623 Sexual and Other Unlawful Harassment .................................................................................... 75
624 Attendance and Punctuality ...................................................................................................... 77
625 Personal Appearance ................................................................................................................ 78
626 Dress Code Policy ...................................................................................................................... 78
627 Solicitation ................................................................................................................................ 82
628 Problem Resolution ................................................................................................................... 82
629 Workplace Etiquette .................................................................................................................. 83
630 Arrest and Conviction Policy ..................................................................................................... 84
Welcome to Inktel!
On behalf of your colleagues, I welcome you and wish you every success here.
We believe that each employee contributes directly to our growth and success, and we
hope you will take pride in being a member of our team.
This handbook outlines the policies, programs, and benefts available to eligible
employees. It was also developed to describe some of the expectations we have of our
employees. The employee handbook will answer many questions about employment
with Inktel so I suggest that you familiarize yourself with the contents of the employee
handbook as soon as possible.
We hope that your experience here will be challenging, enjoyable, and rewarding. Again,
welcome!
Sincerely,

J. Ricky Arriola
CEO

Introduction 6
STATEMENT OF AT-WILL EMPLOYMENT
All employees at Inktel Contact Center Solutions (Inktel) are employed on an at-will basis. At Will
means that both Inktel and the Employee have the right to terminate the employment relationship at
any time, for any lawful reason, with or without prior notice or cause.
This Employee Handbook is intended to make the mutual at will relationship perfectly clear and to
make clear that no employee has any express or implied contract limiting his or her right to resign or
Inktels right to terminate his or her employment at any time, with or without prior notice or cause.
Nothing in this Handbook shall modify this at will relationship. The at will relationship cannot be
changed by any person, statements or acts other than an express individual written employment
agreement signed by the Chief Executive Offcer of Inktel and you. This handbook does not modify or in
any way limit the at-will nature of the employment relationship. It is important that Employees under-
stand and accept this relationship as an integral part of their employment with the company.
.................................................................................................................................
PURPOSE OF EMPLOYEE HANDBOOK
This handbook is designed to acquaint you with Inktel and provide you with information about working
conditions, employee benefts, and some of the policies affecting your employment.

You should read, understand, and comply with all provisions of the handbook. The handbook describes
many of your responsibilities as an employee and outlines the programs we have developed to beneft
our employees.
No Employee Handbook can anticipate every circumstance or question about every one of our policies.
This Handbook serves as a set of guidelines for you, and is not all-inclusive. Inktel always reserves
the right, on a case-by-case basis, to interpret its stated or usual policies, practices and procedures.
Furthermore, there may be situations where the need arises for us to revise, add, or cancel policies.
Therefore, Inktel also reserves the right to add new policies, and to change or cancel existing polices at
any time. The only exception is that our employment at will policy will not be changed or cancelled. As
explained above, the employment at will policy permits you or Inktel to end the employment relation-
ship at any time for any reason. We will notify you of any changes to the handbook as they occur. To the
extent that any federal, state, or local law affords greater protection or benefts, that law will apply.
If you have any questions about this Handbook or any of the policies herein, please see your supervisor
or contact the Human Resource Department.
Introduction 7
Section 1 Employment
101 EMPLOYEE RELATIONS
We believe that the work conditions, wages, and benefts we offer to Inktel employees are competitive
with those offered by other employers in this area and in this industry. If you have concerns about work
conditions or compensation, you are strongly encouraged to voice these concerns openly and directly to
your supervisor.
Our experience has shown that when employees deal openly and directly with their supervisors, the
work environment can be excellent, communications can be clear, and attitudes can be positive. We
believe that Inktel amply demonstrates its commitment to employees by responding effectively to
employee concerns.
.................................................................................................................................
102 EQUAL EMPLOYMENT OPPORTUNITY
Inktel is an equal opportunity employer and makes employment decisions on the basis of merit. No
person shall be discriminated against in employment because of race, color, creed, religion, sex, sexual
orientation, marital status, citizenship status, age, national origin, disability, handicap, ancestry,
veteran status, military status, or another status or condition protected by federal, state, or local laws.
In order to provide equal employment and advancement opportunities to all individuals, employment
decisions at Inktel will be administered in accordance with these principles and will be based on merit,
qualifcations, and abilities.
We will make reasonable accommodations for qualifed individuals with known disabilities if such
disability substantially limits a major life activity, unless doing so would result in an undue hardship or
unless otherwise appropriate under applicable laws. Any qualifed applicant or employee who requires
such an accommodation in order to perform the essential functions of the job should contact the
Human Resources Department and request such an accommodation. The individual with the disability
should specify what accommodation he or she believes is needed to perform the job. The company will
review the matter and determine what, if any, action is appropriate.
This policy covers all aspects of employment, including selection, job assignment, compensation,
promotion, demotion, transfer, lay-offs, leaves of absence, discipline, termination, and access to
benefts and training.
Section 1 Employment 8
If you have a question or concern about any type of discrimination in the workplace, you are
encouraged to bring the issue to the attention of your supervisor or the Human Resources Department.
At Inktel, be assured that you can raise concerns and make reports without fear of reprisal.
Additionally, anyone found to be engaging in any type of unlawful discrimination will be subject to
disciplinary action, up to and including termination of employment.
.................................................................................................................................
103 BUSINESS ETHICS AND CONDUCT
The successful business operation and reputation of Inktel is built upon the principles of fair dealing
and ethical conduct of our employees. Our reputation for integrity and excellence requires careful
observance of the spirit and letter of all applicable laws and regulations, as well as a scrupulous
regard for the highest standards of conduct and personal integrity.
Our continued success is dependent upon our clients trust, and we are dedicated to preserving that
trust. Employees owe a duty to Inktel, our clients, and shareholders to act in ways that will merit the
continued trust and confdence of the public.
It is impossible to list all forms of conduct that might be considered inappropriate. Certain behaviors,
such as theft and fraud; fghting; threats of violence; violation of the Drug Free Workplace Policy;
insubordination; destroying and falsifying Company records; and violation of anti-trust, environmental
or other government compliance regulations are clearly unacceptable in the workplace.
As an organization, Inktel will comply with all applicable laws and regulations and we expect our
directors, offcers, and employees to conduct business in accordance with the letter, spirit, and intent
of all relevant laws and to refrain from any illegal, dishonest, or unethical conduct.
In general, you should fnd that using good judgment, based on high ethical principles, will guide you
to act appropriately. If you are unsure about the proper course of action, you should discuss the matter
openly with your supervisor. If necessary, you may also contact the Human Resources Department for
advice and consultation.
It is the responsibility of every Inktel employee to comply with our policy of business ethics and
conduct. Disregarding or failing to comply with this standard of business ethics and conduct could
lead to disciplinary action, up to and including possible termination of employment.
104 PERSONAL RELATIONSHIPS IN THE WORKPLACE
The employment of relatives or individuals involved in a dating relationship in the same area of
an organization may cause serious conficts and problems with favoritism and employee morale.
In addition to claims of partiality in treatment at work, personal conficts from outside the work
environment can be carried over into day-to-day working relationships.
For purposes of this policy, a relative is defned as any person who is related to you by blood or
marriage, or whose relationship with you is similar to that of a relative. A dating relationship is defned
as a relationship that may be reasonably expected to lead to the formation of a consensual romantic
or sexual relationship. This policy applies to all employees regardless of their gender or sexual
orientation.
You may not occupy a position that works directly for or supervises a relative. You may not be involved
in a dating relationship with an employee who either works directly for you or supervises you. Inktel
also reserves the right to take prompt action if an actual or potential confict of interest arises
involving relatives or individuals involved in a dating relationship who occupy positions at any level
(higher or lower) in the same line of authority that might affect the review of employment decisions.
If two people who are in a reporting situation described above subsequently develop a relative
relationship or dating relationship, the person in the relationship who is the supervisor is responsible
and obligated to disclose the existence of the relationship to management. We will then ask the
individuals involved to decide which one of them is to be transferred to another available position.
If that decision is not made within 30 calendar days, Inktel will decide who is to be transferred or, if
necessary, terminated from employment.
If there a situation where a confict or the potential for confict arises because of the relationship
between employees, even if there is no line of authority or reporting involved, the employees may be
separated by reassignment or terminated from employment. If you are in a close personal relationship
with another employee, you shall refrain from displays of affection or excessive personal conversation
at work.
Upon being informed of or learning of such a relationship, upper management retains the discretion to
take any appropriate steps necessary to address the situation, including reassignment or termination
of employment, if, in its reasonable judgment, upper management believes that the relationship
could cause a confict of interest, impede the judgment of the employee in the performance of his
or her duties, or have any type of detrimental effect on the Company/Client relationship. Failure of
the employee to disclose the relationship as specifed herein can lead to corrective action, up to and
including termination.
.................................................................................................................................
105 IMMIGRATION LAW COMPLIANCE
Inktel is committed to employing only United States citizens and aliens who are legally authorized to
work in the United States. We also do not unlawfully discriminate on the basis of citizenship or national
origin.
In order for us to comply with the Immigration Reform and Control Act of 1986 (IRCA), all new
employees, as a condition of employment, must complete the Employment Eligibility Verifcation Form
I-9 and provide documentation that establishes their identity and eligibility for employment. Former
employees who are subsequently rehired must also complete a new I-9 and provide appropriate
documentation.
If you have questions or want more information on immigration law issues, you are encouraged to
contact the Human Resources Department. You can raise questions or complaints about immigration
law compliance without fear of reprisal.
.................................................................................................................................
106 DISABILITY ACCOMMODATIONS
Inktel is committed to complying fully with the Americans with Disabilities Act (ADA) and ensuring
equal opportunity in employment for qualifed persons with disabilities.
All employment practices and activities are conducted on a non-discriminatory basis. Our hiring
procedures have been reviewed and provide persons with disabilities meaningful employment
opportunities. Pre-employment inquiries are made only regarding an applicants ability to perform the
duties of the position.
We require post-offer medical examinations only for positions that have bona fde job-related physical
requirements. An examination will be given to any person who enters the position but only after being
given a conditional job offer. Medical records are kept separate and confdential.
Employees who require reasonable accommodation to apply for transfers or promotions or to
perform the essential function of their jobs are responsible to notify their supervisor and the Human
Resource Department. Employees who believe that they have been discriminated against because
of their disability may complain to the Human Resource Department. All complaints will be properly
investigated. The information obtained in the course of the investigation will be held in confdence
to the degree possible consistent with a thorough investigation and will only be disclosed to those
individuals who have a need for the information.
A qualifed applicant or employee who requires such an accommodation in order to perform the
essential functions of the job should notify his or her supervisor or the Human Resource Department.
Once an employee has asked for an accommodation, Inktel may ask the employee what type of
accommodation is needed, how long it will be needed, what is the nature of the medical condition,
and what limitations exist. Inktel may require the employee to provide documentation of the disability
including a doctors statement.

Inktel seeks to reasonably accommodate qualifed individuals with disabilities. Generally, such
reasonable accommodations will be made unless it creates an undue hardship for Inktel. The facts to
be considered with respect undue hardship include but are not limited to the following: (1) the nature
and cost of the accommodation; (2) the overall fnancial resources of Inktel; (3) the impact on the
operation of Inktel, including its impact on the ability of other employees to perform their duties and on
Inktels ability to conduct business.
We make all employment decisions based on the merits of the situation in accordance with defned
criteria, not the disability of the individual. Qualifed individuals with disabilities are entitled to equal
pay and other forms of compensation (or changes in compensation) as well as job assignments,
classifcations, organizational structures, and position descriptions. We make leaves available to all
employees on an equal basis.
Inktel is also committed to not discriminating against any qualifed employee or applicant because the
person is related to or associated with a person with a disability. Inktel will follow any state or local
law that provides individuals with disabilities greater protection than the ADA.
All employees are required to comply at all times with Inktels policy regarding the use of drugs and
other applicable federal, state and local laws.
This policy is neither exhaustive nor exclusive. Inktel is committed to taking all other actions necessary
to ensure equal employment opportunity for persons with disabilities in accordance with the ADA and
all other applicable federal, state, and local laws.
.................................................................................................................................
107 CONFLICTS OF INTEREST
As an employee of Inktel, you have the obligation to conduct business within guidelines that prohibit
actual or potential conficts of interest. In this policy, Inktel is establishing the framework within which
we wish to operate. These guidelines are intended to provide a general direction so that you can get
further clarifcation on areas that affect you. For more information or questions on confict of interest,
please contact the Human Resources department.
All transactions with frms outside Inktel must be conducted within the framework established and
controlled by the executive level of Inktel. Business dealings with outside frms should not result
in unusual gains for those frms. Unusual gains refers to bribes, product bonuses, special fringe
benefts, unusual price breaks, and other windfalls designed to ultimately beneft the employer, the
employee, or both. Promotional plans that could be interpreted to involve unusual gain require specifc
executive-level approval.
A confict of interest occurs when an outside activity is, or appears to be, incompatible with an
employees responsibility to his or her employer. An employee not behaving objectively is not fulflling
his or her obligation to the Company (Inktel).
Conficts of interest appear in a variety of forms, some of which include, but are not limited to, the
following:
1. Giving or receiving gifts that may infuence decision-making or are being given with the intent
to infuence decision-making.
2. Improper dealings with clients, customers, and/or vendors.
3. Outside employment-when it competes with, or diverts, the employees attention from the
Company (Inktel)
4. Personal use of Inktels assets and resources. The use of Inktel equipment after working hours
without prior approval from Management.
5. Misuse of infuence
6. Using or revealing confdential information
7. Using Company time and resources for personal gain
A violation of this policy will result in immediate and appropriate corrective action, up to and including
termination. Any employee who suspects that another employee is engaging in a confict of interest
should report any such activity to the Human Resources Department.

There is no presumption of guilt created by the mere existence of a relationship with outside frms.
However, if you have any infuence on transactions involving purchases, contracts, or leases, it is
imperative that you disclose this fact to an offcer of Inktel as soon as possible. By alerting us to
the existence of any actual or even a potential confict of interest, we can establish safeguards to
protect all parties. The potential for personal gain is not limited to situations where an employee or
relative has a signifcant ownership in a frm with which Inktel does business. Personal gains can
also result from situations where an employee or relative receives a kickback, bribe, tip, substantial
gift, entertainment, or special consideration exceeding $100 in value, as a result of a transaction or
business dealings involving Inktel.
.................................................................................................................................
108 OUTSIDE EMPLOYMENT
Inktel employees may hold outside jobs as long as they can satisfactorily perform their Inktel job and
there is no interference with our scheduling demands.
All employees will be held to the same standards of performance and scheduling expectations,
regardless of any outside job. If we determine that outside work is impacting your performance or
the ability to meet our requirements, which may change over time, you will be asked to terminate the
outside job in order to stay employed at Inktel.
From time to time, employees may be required to work beyond their normally scheduled hours.
Employees must perform this work when requested. In cases of confict with any outside activity, the
employees obligation to Inktel must be given priority. Employees are hired and continue in Inktels
employ with the understanding that Inktel is their primary employer and that other employment
or commercial involvement, which is in confict with the business interests of Inktel, is strictly
prohibited.
Employees must notify their immediate supervisor and the Human Resource Department to disclose
any outside employment. If your outside employment has an adverse impact on Inktel, it will be
considered a confict of interest and may be subject to termination.
.................................................................................................................................
109 NON-DISCLOSURE
It is vital to the interests and success of Inktel that we protect our confdential business information
and trade secrets. Confdential information includes, but is not limited to, the following examples:
Compensation data (salary, bonuses & other benefts)
Computer processes, programs and codes
Client lists and client preferences
Client data (contact information, pricing, processes and other proprietary information)
Financial information
Labor relations strategies
Marketing strategies
New materials research
Pending projects and proposals
Proprietary production processes
Research and development strategies
Technological data and prototypes
Nature of client relationship and Inktels business relationships
You may be asked to sign a non-disclosure agreement as a condition of your employment. If you are not
sure if information is confdential or proprietary, you must incline towards confdentiality.
Because we consider security breaches very serious, if you improperly use or disclose trade secrets
or confdential business information, you will be subject to disciplinary action, up to and including
termination of employment and legal action, even if you do not actually beneft from the disclosed
information.
If you separate from Inktel, you must not disclose confdential information in your new job. Failure
to fully comply with these guidelines may result in damage to Inktel and may require Inktel to take
appropriate administrative or legal action and defend Inktel to protect the business.
.................................................................................................................................
110 INTERNAL APPLICANTS, JOB POSTINGS, AND EMPLOYEE REFERRALS
In general, we post all regular, full-time job openings, although Inktel reserves its right to not post a
particular opening.
To apply for an open position, submit a job posting application to the Human Resources Department
listing your job-related skills and accomplishments. You should also describe how your current
experience with Inktel and prior work experience and/or education qualifes you for the position.
To apply for an open position, you must be in good standing meaning no corrective actions within
the previous six months. You must also meet the minimum requirement of having worked for Inktel
for at least six months in your current position. To begin the process, you would frst notify your direct
manager of your interest in applying for the opportunity. Once it has been cleared by your manager, you
would submit an updated resume including your current job responsibilities at Inktel and educational
history to the Talent Acquisition department. In addition, you must apply for the opportunity online via
our Careers web page.
We recognize the beneft of developmental experiences and encourage you to talk with your supervisor
and/or manager about your career plans. We also encourage supervisors and managers to support
employees efforts to gain experience and advance within Inktel.
After you apply for a job, your supervisor will be contacted to verify your performance, skills, and
attendance. Any staffng limitations or other circumstances that might affect a prospective transfer
may also be discussed.
Job posting is a way to inform employees of openings and to identify qualifed and interested
applicants who might not otherwise be known to the hiring manager. We may also use other recruiting
sources to fll open positions when it is in the best interest of the organization.
Inktel also encourages you to identify friends or acquaintances who are interested in employment
opportunities and to refer qualifed outside applicants for posted jobs. You should frst obtain
permission from the individual before making a referral. You should also share your knowledge of the
organization with the person and not make commitments or promises of employment.
You should notify the person you are referring that they should include your name when they go through
the online application process so that you qualify for the referral bonus. If the person you referred
is hired, you will be notifed, and eligible to receive $150 once the new hire has reached 90 days of
successful employment with Inktel.
.................................................................................................................................
111 EMPLOYMENT TERMINATION PROCESS
Termination of employment is an inevitable part of personnel activity within any organization, and
many of the reasons for termination are routine. These are some of the most common circumstances
for employment terminations:
Resignation - voluntary employment termination initiated by an employee
Discharge - involuntary employment termination initiated by the organization
Layoff - involuntary employment termination initiated by the organization for non-disciplinary
reasons
We will generally schedule an exit interview at the time of employment termination. The exit interview
is an opportunity to discuss such issues as employee benefts, conversion privileges, repayment of
any outstanding debt to Inktel, or return of Inktel-owned property. It is also a time for you to voice any
suggestions, complaints, and questions you may have.
Since employment with Inktel is based on mutual consent, either you or Inktel have the right to
terminate the employment relationship at will, with or without cause or advance notice, at any time.
Your benefts are affected by termination in several ways. All accrued, vested benefts that are due and
payable at termination will be paid out. Some benefts may be continued at your expense if you choose.
You will be notifed in writing of the benefts that may be continued and of the terms, conditions, and
limitations for continuing them.
Medical, dental, and vision benefts are effective through the end of the month from your effective
date of termination. All other benefts such as Life and Disability insurance may be continued at your
expense. Your 401K benefts may also roll-over into an IRA and/or you may choose to withdraw the
funds upon your termination of employment.
.................................................................................................................................
112 RESIGNATION PROCESS
Resignation is defned as a voluntary act initiated by an employee to terminate employment with Inktel.
We request a resigning employee submit a written notice of resignation at least two weeks in advance.
Before an employee leaves, we may schedule an exit interview to better understand the reasons for
resignation and to go over any resulting beneft changes.
.................................................................................................................................
Section 2 Employment Status & Records
201 EMPLOYMENT CATEGORIES
Understanding the defnitions of the employment classifcations at Inktel is important because your
classifcation is one of the factors that determine your employment status and beneft eligibility. These
classifcations do not guarantee employment for any specifed period of time. Since employment with
Inktel is based on mutual consent, either you or Inktel have the right to terminate the employment
relationship at will at any time, with or without cause or advance notice.
Depending on your position, you are designated as either NONEXEMPT or EXEMPT from federal and
state wage and hour laws. NONEXEMPT employees are entitled to overtime pay under the specifc
provisions of federal and state laws. EXEMPT employees are excluded from specifc provisions of
federal and state wage and hour laws. Your EXEMPT or NONEXEMPT classifcation may be changed
only with written notifcation by Inktel management.
In addition to the Exempt and Nonexempt categories, you also belong to one of the following
employment categories:
Section 2 Employment Status & Records 18
INTRODUCTORY employees are employees whose performance is being evaluated to determine
whether further employment in a specifc position or with Inktel is appropriate. Employees who
satisfactorily complete the introductory period of 90 days, will be notifed of their new employment
classifcation upon successful completion. Inktel reserves the right to extend the introductory period
on a case-by-case basis as necessary.
REGULAR FULL-TIME employees are employees who are not in a temporary or introductory status
AND who are regularly scheduled to work the full-time schedule at Inktel (30 hours per week or more).
Generally, regular full-time employees are eligible for all Inktel beneft programs, subject to the terms,
conditions, and limitations of each beneft program.
PART-TIME employees are employees who are not in a temporary or introductory status AND who are
regularly scheduled to work less than 30 hours per week. While part-time employees receive all legally
mandated benefts (such as Social Security and Workers Compensation insurance), they are ineligible
for the other Inktel beneft programs.
TEMPORARY/SEASONAL employees perform a job for a specifed time and are not eligible for
corporate benefts.
.................................................................................................................................
202 ACCESS TO PERSONNEL FILES
At Inktel we maintain a personnel fle on each employee that includes the job application and related
hiring documents, training records, performance documentation, salary history, and other employment
records.
Personnel fles are the property of Inktel. Because this information is highly confdential and we
respect your privacy, only persons with a legitimate business reason will be allowed access to
personnel fles.
If you wish to see your personnel fle, contact the Human Resources Department. With reasonable
written notice provided in advance, you may review your own personnel fle in our offces and in the
presence of a person authorized by Inktel. Photo copies or removing any portion of your fle is strictly
prohibited. You may have access to your personnel fle once each year.
Separate fles will be maintained for medical records, workers compensation claims, family or medical
leave, and immigration records. These fles may only be accessed in accordance with applicable law
and on a need-to-know basis.
.................................................................................................................................
203 EMPLOYMENT REFERENCE CHECKS
The Human Resources Department will respond in writing when we receive a written request for a
reference check. We will confrm only employment dates, salary information, and the position(s) held.
.................................................................................................................................
204 PERSONNEL DATA CHANGES
To help us keep records and beneft programs information accurate, please notify Inktel of any changes
to your personal information. The information we need includes your mailing address, telephone
numbers, your marital status, changes to your dependents information, who to contact in case of
an emergency, educational accomplishments, and other possibly relevant information. If you need to
make changes, or if you have questions about what information is required, please contact the Human
Resources Department.
.................................................................................................................................
205 INTRODUCTORY PERIOD
The introductory period for all new and rehired employees is the frst 90 calendar days after the
date of hire. If there is a signifcant period of absence during the introductory period, the period will
automatically be extended by the length of the absence. Either during the introductory period or at the
end of the period, we may extend the introductory period if we determine there was not adequate time
to evaluate performance.
When the initial introductory period is satisfactorily completed, employees enter the regular
employment classifcation.
During the initial introductory period, new employees are eligible for legally required benefts, such
as workers compensation insurance and Social Security. After becoming regular employees, they
may also be eligible for other Inktel beneft programs, subject to the terms and conditions of each
benefts program. Be sure to review the information for each benefts program for the exact eligibility
requirements.
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206 EMPLOYMENT APPLICATIONS
Inktel relies on the accuracy of the information provided on the employment application, as well as
the accuracy of other data presented during the hiring process and employment. If there are any
misrepresentations, falsifcations, or material omissions in any of this information, we may exclude
that applicant from further consideration. If the person was already hired, it could result in termination
of employment.
When we process an employment application, we will perform both a criminal background and drug
screen. Additionally, we may obtain a consumer credit report for employment purposes only concerning
the applicants credit worthiness, credit standing, and credit capacity. If we take an adverse
employment action based in whole or in part on the consumer credit report, a copy of the report and
a summary of your rights under the Fair Credit Reporting Act will be provided as well as any other
documents required by law.
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207 PERFORMANCE EVALUATIONS
The best communications about job performance happen on a day-to-day basis. You and your
supervisor are strongly encouraged to talk about performance regularly. These discussions give
you both the opportunity to discuss job responsibilities and goals, set expectations of the position,
encourage and recognize strengths, identify and correct any weaknesses, develop plans for dealing
with any obstacles, and plan for the future. Formal written performance evaluations are typically
conducted at the end of your initial time, or introductory period, in any new position.
208 JOB DESCRIPTIONS
Inktel makes every effort to create and maintain accurate job descriptions for all positions within the
organization. Each description includes sections for job information; a job summary (giving a general
overview of the jobs purpose); essential duties and responsibilities; supervisory responsibilities;
qualifcations (including education and/or experience, language skills, reasoning ability, and any
certifcation required); physical demands; and work environment.
We use the job descriptions to help new employees understand their job duties and to set standards for
employee performance evaluations. Job descriptions are also used to identify the requirements of each
position, establish hiring criteria, and establish a basis for making reasonable accommodations for
individuals with disabilities.
The Talent Acquisition Department and the hiring manager prepare job descriptions when new
positions are created. Existing job descriptions are also reviewed and revised in order to ensure that
they are up-to-date. Job descriptions may also be rewritten periodically to refect any changes in the
positions duties and responsibilities.
Job descriptions do not necessarily cover every task or duty that you might be assigned and that
additional responsibilities may be assigned as necessary. From time to time, you may be asked to
work on special projects or assist with other work necessary or important to the operations of Inktel.
Your cooperation and assistance in performing such additional work is expected. Inktel reserves the
right, at any time, with or without notice, to alter or change job responsibilities, reassign or transfer
job portions, or assign additional job responsibilities. Certain job descriptions may not carry the same
compensation as other job descriptions. You can contact the Human Resources Department if you have
any questions or concerns about your job description.
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209 SALARY ADMINISTRATION
The salary administration program at Inktel was created to achieve consistent pay practices, comply
with federal and state laws, mirror our commitment to Equal Employment Opportunity, and offer
competitive salaries within our labor market. Because we believe that recruiting and retaining talented
employees is critical to our success, we are committed to paying our employees equitable wages that
refect the requirements and responsibilities of their positions and are comparable to the pay received
by similarly situated employees in other organizations in the area.
Compensation for every position is determined by several factors including the essential duties
and responsibilities of the job and salary survey data with the pay practices of other employers. We
periodically review our salary administration program and restructure it as necessary. We may award
merit-based pay adjustments in conjunction with superior employee performance as documented by
our performance evaluation process.
If you have a question about the pay practices for your department, you can talk with your supervisor.
The Human Resources Department is also available to answer questions about Inktels salary
administration program. As a reminder, disclosing your or another employees compensation or bonus
structure is strictly prohibited and may be grounds for immediate termination.
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Section 3 Employee Beneft Programs
301 EMPLOYEE BENEFITS
Inktel provides a wide range of beneft programs to eligible employees. Certain legally required
programs, such as Social Security, workers compensation, state disability, and unemployment
insurance, cover all employees in the manner required by the laws.
Your eligibility for each beneft program depends on a variety of factors, including your employee
classifcation. To better understand exactly for which beneft programs you are eligible, please speak
with your supervisor. You will fnd details about many of these programs elsewhere in the employee
handbook. In some cases, a policy may also refer you to other sources, such as the Summary Plan
Document for that beneft.
The following beneft programs are available to eligible employees, subject to terms and conditions of
each program:
401(k) Savings Plan Bereavement Leave
Dental Insurance Educational Financial Assistance
Holidays Jury Duty Leave
Long-Term Disability Medical Insurance
FMLA/Military Leave/Leave of Absence Paid Time Off (PTO)
Short-Term Disability Supplemental Life Insurance
Supplemental Medical Coverage Vision Care Insurance
Section 3 Employee Beneft Programs 23
While some of the beneft programs we offer may require you to contribute to the cost, many programs
are fully paid by Inktel. Such benefts may be changed or eliminated at any time at the sole discretion
of the company.
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302 HOLIDAYS
Inktel gives holiday time off to all employees on the following holidays:
New Years Day (January 1)
Memorial Day (last Monday in May)
Independence Day (July 4)
Labor Day (frst Monday in September)
Thanksgiving (fourth Thursday in November)
Christmas (December 25)
We provide holiday time off with pay to eligible employees who have completed 90 calendar days of
service in an eligible employment classifcation. If you are eligible for paid holidays, your holiday pay
will be calculated on your straight-time pay rate as of that holiday multiplied by the number of hours
you would normally have worked on that day. Employees in the following employment classifcations
are eligible for paid holiday time off:
Regular full-time employees (Must work a minimum of 30 hours per week to qualify)
Also to be paid for a holiday, an eligible employee must work their entire shift of the last scheduled
work day that immediately precedes the holiday and their entire shift of the frst fully scheduled day
immediately following the holiday.
A recognized holiday that falls on a Saturday will be observed on the preceding Friday. A recognized
holiday that falls on a Sunday will be observed on the following Monday.
If a recognized holiday falls during an eligible employees approved and scheduled paid absence (Paid
Time Off), holiday pay will be provided instead of the paid time off beneft that would otherwise have
applied.
If an eligible nonexempt employee works on a recognized holiday, the employee will receive pay for the
hours worked, in addition to holiday pay at regular base rate for the hours worked on the holiday.
Paid time off for holidays will not be counted as hours worked for the purposes of determining
overtime.
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303 PAID TIME OFF (PTO)
Inktel provides Paid Time Off (PTO) for eligible employees to use for vacation, illness or injury, and
personal business. Paid Time Off combines traditional vacation and sick leave plans into one fexible,
paid time-off policy. Employees in the following employment classifcations are eligible to earn and use
PTO:
Regular full-time EXEMPT employees
Regular full-time NONEXEMPT employees
Once you enter full-time status, you begin to earn PTO according to the schedules shown below.
However, before you can use PTO, you must complete a waiting period that begins on the date of hire.
If your hire date is in one of the following months, the waiting period is 90 days:
o January, February, March, April, May, September, October, November, December
If your hire date is in June, the waiting period is 60 days.
If your hire date is in July or August, the waiting period is 30 days.
After the waiting period, you can request to use earned PTO, including PTO that accrued during the
waiting period.
EXEMPT: The amount of PTO you receive each year increases with the length of your employment as
shown in the following schedule:
Upon initial eligibility, the employee is entitled to 15 PTO days each year, accrued every pay
period at a rate of 5 hours per pay period. The frst year is prorated from date of hire.
After 5 years of eligible service the employee is entitled to 20 PTO days each year, accrued
every pay period at a rate of 6.66 hours per pay period.
NONEXEMPT: The amount of PTO you receive each year increases with the length of your employment
as shown in the following schedule:
Upon initial eligibility the employee is entitled to 10 PTO days each year, accrued every pay
period at a rate of 3.33 hours per pay period. The frst year is prorated from date of hire.
every pay period at a rate of 5 hours per pay period.
The length of eligible service is calculated on the basis of the 12-month PTO calendar, which begins on
September 1st of each year and ends on the following August 31st. Military leave has no effect on the
beneft year calculation. See the leave of absence policies in this handbook for more information.
You may use PTO in minimum increments of one-half day. Any time off exceeding one day requires
a two-week advance notice and approval from your supervisor. If you have an unexpected need to
be absent from work, you should notify your supervisor as soon as you know that you will be absent,
but no later than one hour prior to the start of your shift. Your supervisor must also be contacted on
each additional day of unexpected absence. If you are absent for three days or more as a result of an
illness, you will be required to submit a doctors note indicating that you are cleared for work prior to
returning to work.
To schedule planned PTO, you should frst request advance approval from your supervisor. Each
request will be reviewed based on a number of factors, including our business needs and staffng
requirements.
On a limited, case-by-case basis, PTO may be requested in advance of the time being earned. This is
done on an exception basis, and is at the supervisors sole discretion to grant. No more than one week
may be requested in advance.
PTO is paid at your base pay rate at the time of the absence. It does not include overtime or any special
forms of compensation such as incentives, commissions, bonuses, or shift differentials.
As an additional condition of eligibility for PTO, if you are on an extended absence for illness or injury,
you must apply for any other available compensation and benefts, such as workers compensation.
PTO will be used to supplement any payments that you are eligible to receive from state disability
insurance, workers compensation, or Inktel-provided disability insurance programs. The combination
of any such disability payments and PTO may not exceed your normal weekly earnings.
In the event that you do not use your available PTO by the end of the PTO calendar year, you will forfeit
the unused PTO.
If your employment terminates, you will be paid for any unused PTO that has been earned through your
last day of work.
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304 TIME OFF TO VOTE
Inktel encourages you to fulfll your civic responsibilities by voting in elections. Generally, we expect
that you will be able to vote either before or after work hours.
In order to accommodate your absence, you should request the time off from your supervisor at least
ten working days prior to an election day.
To qualify for the paid time off, we ask that you show your voters receipt to your supervisor on the frst
working day after the election.
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305 BEREAVEMENT LEAVE
In the event that you need to take time off for the death of an immediate family member, Inktel
provides bereavement leave. To request bereavement leave, see your supervisor.
We grant up to 3 days of paid bereavement leave to eligible employees in the following employment
classifcations:
Regular full-time employees
During paid bereavement leave, your pay will be calculated based on your pay rate at the time of
absence, excluding any special forms of compensation, such as incentives, commissions, bonuses, or
shift differentials.
We will normally grant bereavement leave unless there are unusual business needs or staffng
requirements that prevent accommodating the request. You may also, with supervisory approval, use
any available paid leave benefts, such as paid time off for additional time off as necessary.
The bereavement leave policy defnes immediate family as your spouse, parent, child, or sibling
or other legal dependents; your spouses parent, child, or sibling; your childs spouse; or your
grandparents or grandchildren.
Inktel reserves the right to request documentation such as a copy of the death certifcate, a copy of
the obituary, and/or a copy of the eulogy.
.................................................................................................................................
306 JURY DUTY
Inktel encourages you to fulfll your civic responsibilities by serving jury duty when required. Employees
in an eligible classifcation may request up to one week of paid jury duty leave over any two-year
period. Employees must provide court documents confrming their attendance for jury duty.
If you are eligible for paid jury duty leave, you will be compensated at your base rate of pay for the
number of hours you would normally have worked that day. Employees in the following classifcations
are eligible for paid jury duty leave:
Regular full-time employees
If you remain on jury duty beyond the period of paid jury duty leave, you may use any available paid
time off, such as vacation time, or request an unpaid jury duty leave of absence. When you return from
unpaid jury duty, Inktel will resume providing those benefts according to the applicable plans.
If you receive a jury duty summons, show it to your supervisor as soon as possible so that
arrangements can be made to accommodate your possible absence from work. You are expected to
report for work whenever the court schedule permits.
Either you or Inktel may request you be excused from jury duty if necessary. We may request that you
be relieved from serving on jury duty if we believe that your absence would cause serious operational
diffculties for Inktel.
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307 WORKERS COMPENSATION INSURANCE
Inktel provides a comprehensive workers compensation insurance program to our employees. The
workers compensation program covers certain injuries or illnesses sustained in the course of
employment. Subject to the applicable legal requirements, this program provides benefts after a short
waiting period or, in the event of hospitalization, immediately.
It is critical that you inform your supervisor immediately about any work-related injury or illness,
regardless of how minor it might appear at the time. Immediate reporting ensures that, if eligible, you
will qualify for workers compensation benefts as quickly as possible and also lets Inktel investigate
the matter promptly.
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308 EDUCATIONAL ASSISTANCE
We recognize that our employees skills and knowledge are critical to the success of Inktel. Therefore,
we created our educational assistance program to encourage employees to maintain and improve their
job-related skills through formal education. We also want to help employees enhance their potential to
compete for reasonably attainable jobs at Inktel.
Our educational assistance program is available to all eligible employees who have completed a year of
continuous employment in an eligible employment classifcation. Once you begin receiving educational
assistance, to remain eligible, you must stay on the active payroll and perform your job satisfactorily
as you complete each course. Employees in the following employment classifcations are eligible for
educational assistance:
To be eligible for educational assistance, individual courses or courses that are part of a degree,
licensing, or certifcation program must be related to your current job duties or to a position you might
have at Inktel in the foreseeable future. Inktel will determine if a course or program is related to your
current job or one that you might hold in the foreseeable future. The Human Resources Department can
provide more information if you have questions.
While we expect educational assistance to enhance your performance and professional abilities, we do
not promise or guarantee that additional education will result in advancement, new job assignments,
or pay increases.
Requests for Educational Assistance Reimbursement must be approved by the CEO prior to taking
the course(s). Whether or not the course is approved for reimbursement and the amount of the
reimbursement, is at the CEOs sole discretion and is done on a case-by-case basis. A receipt or proof
of registration for the course is required in order to request the pre-approval.
Upon conclusion of the course, the employee is required to submit the tuition reimbursement form and
fnal grades to the Human Resources department.
If you have any questions about this policy, please contact the Human Resources Department.
.................................................................................................................................
309 HEALTH INSURANCE
The health insurance plan at Inktel offers employees and their dependents access to medical, dental,
vision, life insurance, and disability benefts. Employees in the following employment classifcations
are eligible to participate in the health insurance plan:
Eligible employees may participate in the health insurance plan subject to the terms and conditions of
the agreement between Inktel and the insurance carrier.
If you change to an employment classifcation that would cause you to lose your health insurance
plan eligibility, you may qualify to continue your health care benefts under the Consolidated Omnibus
Budget Reconciliation Act (COBRA). Refer to the Benefts Continuation (COBRA) Policy in this handbook
for more information.
You will fnd details of the health insurance plan in the Summary Plan Description (SPD). When you
become eligible, you will receive an SPD that includes rate information prior to the enrollment date.
For questions about health insurance, contact the Human Resources Department for additional
information.
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310 SECTION 125 PLANS
Our company offers a pretax contribution option for employees. This employee beneft is known as a
Section 125 plan.
A Section 125 plan is a beneft plan that allows you to make contributions toward premiums for
medical insurance, dental insurance, vision care insurance and out-of-pocket medical expenses
or dependent care expenses on a before tax, rather than an after tax basis. Your premium
contributions and qualifed expenses are deducted from your gross pay before income taxes and Social
Security is calculated.
To participate in this plan, complete an election form and return it to the benefts department.
You cannot make any changes to your pretax contributions until the next open enrollment period,
unless your family status changes or you become eligible for a special enrollment period due to a loss
of coverage. Family status changes include marriage, divorce, death of a spouse or child, birth or
adoption of a child or discharge of employment of your spouse. A change in election due to a change in
family status is effective the next pay period.
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311 SHORT-TERM DISABILITY
Inktel provides short-term disability (STD) benefts to eligible employees who are unable to work
because of a qualifying disability resulting from an injury or illness. Employees in the following
employment classifcations are eligible to participate in the STD plan:
Eligible employees may participate in the STD plan subject to the terms and conditions of the
agreement between Inktel and its insurance carrier.
If the disability condition arises from pregnancy or a pregnancy-related illness, it will be treated
the same as any other illness that prevents an employee from working. If the disability is covered by
workers compensation, it is excluded from STD coverage.
You will fnd details about the STD benefts plan including beneft amounts and schedule, limitations,
restrictions, and exclusions in the Summary Plan Description. If you have questions about STD
benefts, contact the Human Resources Department for more information.
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312 LONG-TERM DISABILITY
Inktel provides long-term disability (LTD) benefts to eligible employees who have an illness or injury
that may result in a long-term absence. Our LTD plan is designed to ensure a continuing income in the
event an eligible employee becomes disabled and unable to work.
Employees in the following employment classifcations are eligible to participate in the LTD plan:
Eligible employees may participate in the LTD plan subject to the terms and conditions of the
agreement between Inktel and its insurance carrier. Once you become eligible, you may begin LTD
coverage after you have completed 365 calendar days of service.
The LTD benefts will be offset by any amounts you receive under Social Security or workers
compensation for the same time period.
You will fnd details about the LTD benefts plan including beneft amounts, limitations, and
restrictions in the Summary Plan Description. And if you have questions, the Human Resources
Department can provide more information.
313 BENEFITS CONTINUATION (COBRA)
The federal Consolidated Omnibus Budget Reconciliation Act (COBRA) gives employees and their
qualifed benefciaries the opportunity to continue health insurance coverage under our health plan
when a qualifying event occurs that would normally result in the loss of eligibility. Qualifying
events include resignation, termination of employment, or death of an employee; a reduction in an
employees hours; employees leave of absence; employees divorce or legal separation; and when a
dependent child no longer meets the eligibility requirements as a dependent.
Under COBRA, the employee or benefciary pays the full cost of coverage at Inktels group rates plus
an administration fee. When you become eligible for Inktel health insurance, we will also give you
a written notice describing the rights granted under COBRA. Because the COBRA notice contains
important information about your rights and your obligations, please read it carefully.
.................................................................................................................................
314 401(K) SAVINGS PLAN
Inktel has established a 401(k) savings plan to provide employees with the potential for future
fnancial security for their retirement.
To be eligible to join our 401(k) savings plan, you must complete six months of continuous service and
be 21 years of age or older. You may join the plan only during open enrollment periods held in January,
April, July, and October. Eligible employees may participate in the 401(k) plan subject to all terms and
conditions of the plan.
The 401(k) savings plan allows you to elect how much salary you want to contribute and direct the
investment of your plan account, so you can tailor your own retirement package to meet your individual
needs. Inktel also contributes an additional matching amount to each employees 401(k) contribution.
Complete details of the 401(k) savings plan are described in the Summary Plan Description that
you will receive in the mail with enrollment instructions upon eligibility. You can contact the Human
Resources Department for more information about the 401(k) plan.
Section 4 Leaves of Absence
Please contact the Human Resources Department if you need to take time off from work in excess
of your accrued PTO allowance. You must submit your request in writing to the Human Resources
Department outlining the reason for your leave, the date you will be leaving, and the date you will be
returning to work. You must report to the Human Resources Department that you are available for work
upon returning. Failure to do so can result in termination of employment and no payment for work. An
employee returning from approved family and medical leave will be restored to the position held when
the leave commenced, or to an equivalent position.
.................................................................................................................................
401 FAMILY AND MEDICAL LEAVE
Inktel provides family and medical leave in accordance with applicable law, including the Family and
Medical Leave Act of 1993 (FMLA) and the Americans with Disabilities Act (ADA). Eligible employees
are entitled to up to 12 weeks of unpaid job-protected leave in a rolling 12-month period for one of the
following reasons: birth of a child; to care for a newborn child, placement with the employee of a child
for adoption or foster care; to care for a member of the employees immediate family (parent, child or
spouse), with a serious health condition; or for the employees own serious health condition.
An eligible employee is one who has been employed for at least 12 months and has provided at least
1,250 hours of service during that period measured immediately preceding the commencement of the
leave.
Leave does not necessarily have to be taken all at once. Under certain circumstances, leave may be
taken on an intermittent basis (e.g., one week per month) or on a reduced schedule basis (four or
fve hours per day). For the birth, adoption, or foster care of a child, Inktel and the employee must
mutually agree to the schedule before the employee may take the leave intermittently or work a
reduced schedule. Leave for birth, adoption or foster care of a child must be taken within one year of
the birth or placement of the child. If your spouse is also employed by Inktel, as a couple you may be
restricted to a combined total of 12 weeks leave within any 12 month period for childbirth, adoption, or
placement of a foster child, or to care for a parent with a serious health condition.
Section 4 Leaves of Absence 34
If an employees request for intermittent leave is foreseeable based on planned medical treatment, the
employee may be required to transfer temporarily to an alternative position (with equivalent pay and
benefts) in order to better accommodate repeated periods of absence.
Employees are to give 30-days written notice for leave taken for the birth or adoption of a child,
assuming the employee is able to give such notice; if not, the employee must give such notice as is
practicable. For leave taken on the basis of planned medical treatment, employees should seek to
schedule the treatment so as to avoid disrupting the operations of Inktel.
Employees are required to exhaust any remaining Paid Time Off concurrently with Family and Medical
Leave Act Leave.
Leave taken on the basis of an employees serious health condition requires the employee to provide
a health care providers certifcation of the condition and of the inability to perform the required job
functions. Such certifcation is also required for leave where the purpose of the leave is for the serious
health condition of a family member. Failure to provide the requested certifcation in a timely manner
may result in denial of the leave until it is provided. You are responsible for telling us about any
subsequent changes to that information.
In the case of intermittent leave, this certifcation must also provide the dates and durations of the
treatments to be given. Inktel has the right to seek a second opinion at its expense. Failure to provide
the requested medical certifcation in a timely manner may result in denial of the leave until it is
provided.
An employee returning from approved family and medical leave will be restored to the position held
when the leave commenced, or to an equivalent position [unless, the employee meets the defnition of
a key employee of Inktel]. Employees who are key employees will be told of that status at the time
they request the leave. To help us plan for your return from leave, Inktel requests at least two weeks
notice before your expected return date.
Before the employee returns to work from FMLA leave for the employees own serious health condition,
the employee is required to submit a ftness for duty certifcation from the employees health care
provider, with respect to the condition for which the leave was taken, stating that the employee is able
to resume work. An employee failing to provide a ftness for duty certifcation will not be permitted to
resume work until it is provided.
Performance reviews due while an employee is on FMLA will be conducted if and when the employee
returns to work. Upon the employees return to work, any increase, if applicable, will be retroactive to
the frst pay of the month following the employees anniversary date.
All applicable health benefts continue during the approved family and medical leave subject to the
appropriate employee payroll deductions and the terms and limitations of the applicable plans. Other
beneft accruals, such as vacation, sick leave, or holiday benefts, will be suspended during a medical
leave and will resume when you return to active employment.
If you do not report back to work promptly at the end of a medical leave, we will assume that you have
resigned and your employment will be terminated.
.................................................................................................................................
402 PREGNANCY-RELATED ABSENCES
Inktel will not discriminate against any employee who requests an excused absence for medical
disabilities associated with pregnancy. We will evaluate such leave requests according to the medical
leave policy provisions outlined in this handbook and all applicable federal and state laws.
If you request time off for a pregnancy or childbirth reason (such as bonding or child care) that is not
related to a medical disability for those conditions, we will treat the request in the same way as we
would consider a request for unpaid family leave.
.................................................................................................................................
403 LEAVES OF ABSENCE
Under special circumstances, full-time and part-time regular employees who have completed one year
of employment may be granted a leave of absence without pay. The granting of this type of leave is
normally for compelling reasons and is dependent upon the written approval of your supervisor.
Leaves may not exceed 30 days during which time no benefts will accrue. Leaves of absence are
granted only after earned vacation and PTO is exhausted.
To the extent allowed by the insurance provider, we will continue to provide medical insurance, dental
insurance and vision care insurance coverage for employees on an authorized leave of absence, up to a
maximum of one month. During this time you will be responsible for paying your portion of the monthly
premium(s).
We will make reasonable efforts to return you to the same or similar job you held prior to the leave of
absence, subject to our staffng and business requirements.
.................................................................................................................................
404 DOMESTIC AND SEXUAL VIOLENCE LEAVE
An employee who has been employed by the company for three or more months and who is the victim
of domestic or sexual violence, or whose family member or a member of their household is a victim of
domestic or sexual violence, shall be permitted to take up to three working days of unpaid leave in any
12-month period. Such leave must be used to: 1) obtain or attempt to obtain judicial relief such as a
restraining order; 2) seek medical attention and/or mental health counseling; 3) obtain services from a
domestic or sexual violence shelter, domestic or sexual violence program, or rape crisis center; 4) seek
new housing to escape the perpetrator or make the employees home secure from the perpetrator; or
5) seek legal assistance arising from the act of domestic or sexual violence or to attend or prepare for
court-related proceeding arising from the act of domestic or sexual violence.
Affected employees must give the company reasonable advance notice of the intention to take leave
along with suffcient documentation of the act of domestic or sexual violence, unless providing that
notice is not practicable due to imminent danger to the employee, a family member of the employee or
member of the employees household.
The company will hold the employees information provided to the company in order to request leave
in confdence, except to the extent that disclosure is: (1) requested or consented to in writing by the
employee; or (2) otherwise required by applicable federal or state law.
Affected employees must exhaust all other accrued paid or unpaid leave (including family, medical,
sick, annual, personal or similar leave) for the time off allowed under this policy. This leave will run
concurrently with any other applicable leave.
405 UNIFORMED SERVICE LEAVE
Inktel will grant a military leave of absence to employees who are absent from work because they
are serving in the U.S. uniformed services in accordance with the Uniformed Services Employment
and Reemployment Rights Act (USERRA). You are required to give your supervisor advance notice
of upcoming military service, unless military necessity prevents advance notice or it is otherwise
impossible or unreasonable. The military leave will be unpaid. However, you may use any available
accrued paid time off, such as vacation or sick leave, for the absence.

Continuation of health insurance benefts is available as required by USERRA based on the length of
the leave and subject to the terms, conditions and limitations of the applicable plans for which you are
otherwise eligible.
Beneft accruals, such as vacation, sick leave, or holiday benefts, will be suspended during a military
leave and will resume when you return to active employment.
Employees returning to work after military leave must return to work within the specifed time frames
set forth in USERRA.
When you return from military leave (depending on the length of military service in accordance with
USERRA), you will be placed either in the position you would have attained if you had remained
continuously employed or in a comparable position. For the purpose of determining benefts that are
based on length of service, you will be treated as if you had been continuously employed.
If you have questions about military leave, contact the Human Resources Department for more
information.

406 MILITARY FAMILY LEAVE ENTITLEMENTS
MILITARY CAREGIVER LEAVE: Inktel will grant an eligible employee who is a spouse, son, daughter,
parent, or next of kin of a covered service member with a serious injury or illness up to a total of
26 workweeks of unpaid leave during a single 12-month period to care for the service member. A
covered service member is a current member of the Armed Forces, including a member of the National
Guard or Reserves, who is undergoing medical treatment, recuperation, or therapy, is otherwise in
outpatient status, or is otherwise on the temporary disability retired list, for a serious injury or illness.
A serious injury or illness is one that was incurred by a service member in the line of duty on active
duty that may render the service member medically unft to perform the duties of his or her offce,
grade, rank, or rating. The single 12-month period for leave to care for a covered service member
with a serious injury or illness begins on the frst day the employee takes leave for this reason and
ends 12 months later, regardless of the 12-month period established by the Inktel for other types of
FMLA leave. An eligible employee is limited to a combined total of 26 workweeks of leave for any FMLA-
qualifying reason during the single 12-month period. (Only 12 of the 26 weeks total may be for an
FMLA-qualifying reason other than to care for a covered service member.)
QUALIFYING EXIGENCY LEAVE: Inktel will grant an eligible employee up to a total of 12 workweeks
of unpaid leave during the normal 12-month period established by the employer for FMLA leave for
qualifying exigencies arising out of the fact that the employees spouse, son, daughter, or parent
is on active duty, or has been notifed of an impending call or order to active duty, in support of a
contingency operation. Under the terms of the statute, qualifying exigency leave is available to a family
member of a military member in the National Guard or Reserves; it does not extend to family members
of military members in the Regular Armed Forces.
Qualifying exigencies include:
Issue arising from a covered military members short notice deployment (i.e., deployment on
seven or less days of notice) for a period of seven days from the date of notifcation
Military events and related activities, such as offcial ceremonies, programs, or events
sponsored by the military or family support or assistance programs and informational briefngs
sponsored or promoted by the military, military service organizations, or the American Red
Cross that are related to the active duty or call to active duty status of a covered military
member
Certain childcare and related activities arising from the active duty or call to active duty
status of a covered military member, such as arranging for alternative childcare, providing
childcare on a non-routine, urgent, immediate need basis, enrolling or transferring a child in
a new school or day care facility, and attending certain meetings at a school or a day care
facility if they are necessary due to circumstances arising from the active duty or call to active
duty of the covered military member
Making or updating fnancial and legal arrangements to address a covered military members
absence
Attending counseling provided by someone other than a health care provider for oneself, the
covered military member, or the child of the covered military member, the need for which
arises from the active duty or call to active duty status of the covered military member
Taking up to fve days of leave to spend time with a covered military member who is on short-
term temporary, rest and recuperation leave during deployment
Attending to certain post-deployment activities, including attending arrival ceremonies,
reintegration briefngs and events, and other offcial ceremonies or programs sponsored by
the military for a period of 90 days following the termination of the covered military members
active duty status, and addressing issues arising from the death of a covered military member
Any other event that the employee and employer agree is a qualifying exigency.
Spouses employed by the same employer are limited to a combined total of 26 workweeks in a single
12-month period if the leave is to care for a covered service member with a serious injury or illness,
and for the birth and care of a newborn child, for placement of a child for adoption or foster care, or to
care for a parent who has a serious health condition.
FMLA leave may be taken intermittently whenever medically necessary to care for a covered service
member with a serious injury or illness. FMLA leave also may be taken intermittently for a qualifying
exigency arising out of the active duty status or call to active duty of a covered military member.
When leave is needed for planned medical treatment, the employee must make a reasonable effort to
schedule treatment so as not to unduly disrupt the employers operation.
Under certain conditions, employees or employers may choose to substitute (run concurrently)
accrued paid leave (such as sick or vacation leave) to cover some or all of the FMLA leave. An
employees ability to substitute accrued paid leave is determined by the terms and conditions of the
employers normal leave policy.
NOTICE REQUIREMENTS
EMPLOYEE NOTICE: Employees seeking to use military caregiver leave must provide 30 days advance
notice of the need to take FMLA leave for planned medical treatment for a serious injury or illness of
a covered service member. If leave is foreseeable but 30 days advance notice is not practicable, the
employee must provide notice as soon as practicable generally, either the same or next business day.
An employee must provide notice of the need for foreseeable leave due to a qualifying exigency as soon
as practicable. When the need for military family leave is not foreseeable, the employee must provide
notice to Inktel as soon as practicable under the facts and circumstances of the particular case.
An employee does not need to specifcally assert his or her rights under the FMLA, or even mention
the FMLA, when providing notice. The employee must provide suffcient information to make the
employer aware of the need for FMLA leave and the anticipated timing and duration of the leave.
Depending on the situation, such information may include, as applicable:
That the requested leave is for a particular qualifying exigency related to the active duty or
call to active duty status of a covered military member and the anticipated duration of the
leave
That the leave is for a qualifying family member who is a covered service member with a
serious injury or illness and the anticipated duration of the leave.

When an employee seeks leave due to a FMLA-qualifying reason for which the employer has previously
provided the employee FMLA-protected leave, the employee must specifcally reference either the
qualifying reason for leave or the need for FMLA leave.
EMPLOYER NOTICE: Covered employers must post a notice approved by the Secretary of Labor
explaining rights and responsibilities under the FMLA. Additionally, employers must either include this
general notice in employee handbooks or other written guidance to employees concerning benefts, or
must distribute a copy of the notice to each new employee upon hiring. Employers may use the notice
prepared by U.S. Department of Labor to meet this requirement.
When an employee requests FMLA leave or the employer acquires knowledge that leave may be for a
FMLA purpose, the employer must notify the employee of his or her eligibility to take leave, including a
reason for non-eligibility if the employee is determined not to be eligible. Such eligibility notice may be
oral or written and should, generally, be given within fve business days of the request for FMLA leave.
Subsequent eligibility notice in the same 12-month leave period may be required when an employees
eligibility status changes. Employers also must inform employees of their rights and responsibilities
under the FMLA, including giving specifc written information on what is required of the employee.
When the employer has enough information to determine that leave is being taken for an FMLA-
qualifying reason, the employer must notify the employee that the leave is designated and will be
counted as FMLA leave. The employer must designate leave that qualifes as both leave to care for
a covered service member with a serious injury or illness and leave to care for a qualifying family
member with a serious health condition as leave to care for a covered service member in the frst
instance. The designation notice must be in writing and generally, must be given within fve business
days of the determination. An employer also must notify the employee of the number of hours, days, or
weeks that will be counted against the employees FMLA entitlement. Employers may use the optional
forms WH-381 and WH-382 prepared by the U.S. Department of Labor to meet these notifcation
requirements.
CERTIFICATION REQUIREMENTS
Employers may require that an employees request for military family leave be supported by an
appropriate certifcation. An employer may require that:
A qualifying exigency be supported by a copy of the covered military members active duty
orders and certifcation providing the appropriate facts related to the particular qualifying
exigency for which leave is sought, including contact information if the leave involves meeting
with a third party
Leave to care for a covered service member with a serious injury or illness be supported by a
certifcation completed by an authorized health care provider or by a copy of an Invitational
Travel Order (ITO) or Invitational Travel Authorization (ITA) issued to any member of the
covered service members family.
Second and third opinions and recertifcation are not permitted for certifcation of a covered service
members serious injury or illness or of a qualifying exigency. An employer may use a health care
provider, a human resource professional, a leave administrator, or a management offcial but not
the employees direct supervisor to authenticate or clarify a medical certifcation of a serious injury
or illness, or an ITO or ITA. Additionally, an employer may contact the individual or entity named in a
certifcation of leave for a qualifying exigency for purposes of verifying the existence and nature of the
meeting. Employers may use the optional forms WH-384 and WH-385 prepared by the U.S. Department
of Labor for obtaining certifcations for qualifying exigencies and military caregiver leave, respectively.
407 GENETIC INFORMATION NON-DISCRIMINATION ACT (GINA)
Inktel strictly prohibits discrimination based on genetic information. GINA prohibits employers and
other entities covered by GINA Title II from requesting or requiring genetic information of employees
or their family members. In order to comply with this law, we are asking that you not request or
provide any genetic information in the work place, or to representatives of the company at any time.
Genetic information, as defned by GINA, includes an individuals family medical history, the results
of an individuals or family members genetic tests, the fact that an individual or an individuals
family member sought or received genetic services, and genetic information of a fetus carried by
an individual or an individuals family member or an embryo lawfully held by an individual or family
member receiving assistive reproductive services.
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Section 5 Timekeeping/Payroll
501 TIMEKEEPING
Nonexempt employees are responsible for accurately recording the hours they work. This is done by
logging into and out of the time keeping system accurately. You must log in and out of the time keeping
system and you may not ask another employee to log you in or out of the timekeeping system. The
information also helps Inktel comply with the laws that require us to keep accurate records of time
worked in order to correctly calculate employee pay and benefts. Time worked is defned as all the
time nonexempt staff spend performing assigned duties.
Section 5 Timekeeping/Payroll 43
If you are a nonexempt employee, you must accurately record the time you begin and end your work, as
well as the beginning and ending time of any meal periods, split shifts, or if you leave the workplace
for personal reasons. Also, you always need to receive advance approval before working any overtime
hours.
We consider attempts to falsify timekeeping records a very serious matter. Therefore, any of the
following actions may result in disciplinary action, up to and including termination: altering, falsifying,
tampering with time records, or recording another employees time record.
If you are a nonexempt employee, you are expected to be clocked in at the start of your shift. There is
no grace period. You should also not continue to work after your shift ends. The only time you can start
earlier or work later is with prior authorization from your supervisor.
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502 PAYDAYS
All employees are paid twice per month. Each payment includes earnings for all work performed
through the end of the previous payroll period.
If a regularly scheduled payday falls on a day off, such as a weekend or holiday, you will be paid on the
frst work day following the regularly scheduled payday.
We offer two options for payment. You can have your pay directly deposited into your bank account
once you provide us with the required authorization. Or, we will issue you a Pay Card whereby each pay
period, the funds will be deposited onto your Pay Card.
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503 PAY ADVANCES & GARNISHMENTS
At Inktel we do not provide pay advances on unearned wages to our employees.
When an employees wages are garnished by a court order, our company is legally bound to withhold
the amount indicated in the garnishment order from the employees paycheck. Our company will,
however, honor applicable federal and state guidelines that protect a certain amount of an employees
income from being subject to garnishment.
504 ADMINISTRATIVE PAY CORRECTIONS
Inktel takes all reasonable steps to ensure that you receive the correct amount of pay for each pay
period and that you are paid on the scheduled payday.
In the unlikely event that there is an error in the amount of pay you receive, you should notify your
immediate supervisor and payroll department within 24 hours from pay date, so that the discrepancy
can be corrected as quickly as possible.
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505 PAY DEDUCTIONS AND SETOFFS
Inktel is legally required to make certain deductions from every employees compensation. Among these
deductions are federal, state, and local taxes as appropriate. We are also legally required to deduct
Social Security taxes on your earnings up to a maximum amount, which is called the Social Security
wage base. Inktel contributes to your Social Security by matching the amount of Social Security
taxes deducted from your compensation.
Inktel offers programs and benefts to eligible employees beyond those required by law. You may
voluntarily authorize deductions from your paycheck to cover your portion of the cost of these
programs.
We may fnd it necessary to take pay setoffs from your paycheck. Pay setoffs are pay deductions
taken by Inktel, usually to help pay off a debt or obligation to us or to others.
It is the policy of the company that exempt employees pay will not be docked or subject to deductions,
in violation of salary pay rules issued by the US Department of Labor and any corresponding rules
issued by the state government, as applicable. However, the company may make deductions from
employees salaries in a way that is permitted under federal and state wage and hour rules. Employees
will be reimbursed in full for any isolated, inadvertent, or improper deductions, as defned by law.
If you have questions concerning why a deduction was made from your paycheck or how your paycheck
is calculated, consult with your supervisor.
Section 6 Work Conditions, Employee Conduct, &
Disciplinary Action
601 SAFETY
We provide information to employees about workplace safety and health issues through regular
internal communication channels. These may include supervisor-employee meetings, training, bulletin
board postings, memos, or other written communications.
You are expected to obey all safety rules and use caution in your work activities. You must immediately
report any unsafe condition to the appropriate supervisor. If you violate Inktel safety standards, cause
a hazardous or dangerous situation, or fail to report or, where appropriate, remedy such situations, you
may be subject to disciplinary action, up to and including termination of employment.
In the case of an accident that results in an injury, regardless of how insignifcant the injury may
appear, you should immediately notify the Human Resources Department or the appropriate supervisor.
Prompt reporting can ensure legal compliance and quick initiation of insurance and workers
compensation benefts procedures.
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602 WORK SCHEDULES
Inktel is open 24 hours a day, 7 days a week. Work schedules for employees vary throughout
the company. Your supervisor will advise you of your specifc work schedule. Staffng needs and
operational demands may necessitate variations in starting and ending times, as well as variations in
the total hours that may be scheduled each day and week.
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603 USE OF PHONES
LAND LINES: Inktel telephones are intended for business use and employees are not permitted to make
long-distance or toll calls from our phones unless otherwise directed. We request that all personal
calls be made during breaks, before and after your shift.
Section 6 Work Conditions, Employee Conduct, & Disciplinary Action 46
Because our telephone communications are an important refection of our image to clients and the
community, every employee should use proper telephone etiquette. Some examples of good telephone
etiquette are using the approved greeting, speaking courteously and professionally, confrming the
information you have received from the caller, and only hanging up once the caller has done so.
CELL PHONES: While at work employees are expected to exercise the same discretion in using personal
cellular phones as is expected for the use of Inktel phones. Personal calls during the work hours,
regardless of the phones use, can interfere with employee productivity and be distracting to others.
Cell phones are not to be carried on the job without specifc permission from management. Employees
will inform their supervisor of the need to carry a phone. The supervisor will inform upper management
and permission for use will be granted/denied on a case-by-case basis. Employees are therefore asked
to make personal calls during breaks and lunch period and to ensure that friends and family members
are aware of the departments policy.
Inktel will not be liable for the loss or confscation of personal cellular phones brought into the
workplace.
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604 SMOKING
In keeping with Inktels intent to provide a safe and healthful work environment, smoking in the
workplace is prohibited. Smoking is not permitted within twenty feet of any building exit. Employees
that choose to smoke must clock out of work. Total daily time spent smoking will be deducted from the
allotted time set aside for meals and breaks.
To protect and enhance our indoor air quality and to contribute to the health and well-being of
all employees, Inktel shall be entirely smoke free effective immediately. Additionally, effective
immediately, the use of all tobacco products, including chewing tobacco and vaping, is banned
from Inktel workplace, except as designated in this policy.
Employees found abusing this policy or in violation may be subject to disciplinary action, up to and
In situations where the preferences of smokers and nonsmokers confict, the preferences of the
nonsmokers will prevail.
This policy applies equally to all employees as well as to our clients and visitors.
605 MEAL PERIODS
All full-time employees are provided with one meal period each workday. Supervisors will schedule
meal periods to accommodate operating requirements. During meal periods, you will be relieved of all
work responsibilities and restrictions and will not be compensated for that time.
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606 OVERTIME
There may be times when Inktel cannot meet its operating requirements or other needs during regular
working hours. If this happens, we may give employees the opportunity to work overtime assignments.
It is our policy that no overtime can be worked without the prior approval and authorization of the
supervisor. We try to distribute overtime assignments fairly among all employees who are qualifed to
perform the required work.
All nonexempt employees will be paid overtime compensation in accordance with federal and state
wage and hour restrictions. Overtime pay is based on actual hours worked. For this reason, time off for
sick leave, vacation, and other paid or unpaid leaves of absence is not considered hours worked for the
purpose of calculating overtime pay.
If you work overtime without receiving your supervisors prior authorization, you may be subject to
disciplinary action, up to and including possible termination of employment.
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607 EMERGENCY CLOSINGS
There could times when emergencies, such as severe weather, fres, power failures, or hurricanes may
disrupt our normal business operations. In extreme cases, these circumstances may require that we
close a work facility.
When a facility is offcially closed due to emergency conditions, the time off from scheduled work will
be unpaid. However, you may request to use your available paid time off time.
If Inktel is not offcially closed during an emergency, you are expected to report to work. If you do not
report to work, you will not be paid for the time off.
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608 BUSINESS TRAVEL EXPENSES
Inktel will reimburse employees for reasonable business travel expenses when the travel has been
approved in advance by the President. Once your travel plans are approved, you are responsible for
making your own travel arrangements unless you are directed to do otherwise.
When making travel plans, please refer to any travel guidelines provided to you by your immediate
supervisor.
Once business travel is approved, we will reimburse the reasonable costs of travel, meals, lodging, and
other expenses directly related to accomplishing the objective of your trip. Naturally, we expect that,
when making arrangements for travel, you will negotiate for the lowest rates possible.
In the event that you are involved in an accident while traveling on business, immediately report the
incident to your supervisor. And, if you use a vehicle owned, leased, or rented by Inktel, it may not be
used for personal reasons unless you have prior approval.
When a business trip is over, submit your completed travel expense report at the end of the current
month. Receipts must be provided for all expenses incurred.
Your supervisor can give you guidance and assistance on procedures related to travel arrangements,
expense reports, reimbursement for specifc expenses, or any other business travel issues.
We consider abuse of this policy, including falsifying expense reports to refect costs that were not
incurred by you or were not business-related, to be a very serious matter. Therefore, failure to follow
this business travel expense policy may be grounds for disciplinary action, up to and including
termination of employment.
609 VISITORS IN THE WORKPLACE
To better protect the safety and security of employees as well as Inktel property and facilities, only
authorized visitors are allowed in the workplace. Restricting unauthorized visitors helps to maintain
safety standards, safeguard employee and client welfare, protect equipment and confdential
information against theft, and reduce potential distractions and disturbances.
For safety and security reasons, we ask that you discourage family and friends from visiting. If you do
have a personal visitor, you will be asked to meet that person outside the facility and escort them while
they are on company property.
All visitors should enter Inktel at the reception area. Once authorized, visitors will receive directions or
be escorted to their destination. When you have outside visitors, you are responsible for their conduct
and taking steps to ensure their safety.
If you see an unauthorized person on our premises, please notify your supervisor immediately or direct
the individual to the reception area.
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610 USE OF EQUIPMENT
Equipment essential in accomplishing job duties are expensive and may be diffcult to replace. When
using Inktel property, you are expected to exercise care, perform required maintenance, and follow all
operating instructions, safety standards, and guidelines.
You should notify your supervisor if any equipment, machines, tools, or vehicles appear to be damaged,
defective, or in need of repair. Prompt reporting of damages, defects, and the need for repairs could
prevent deterioration of equipment and possible injury to employees or other people. Your supervisor
can answer any questions about your responsibility for maintenance and care of equipment or vehicles
you use on the job.
The improper, careless, negligent, destructive, or unsafe use or operation of equipment or vehicles may
result in disciplinary action, up to and including termination of employment.
611 RETURN OF PROPERTY
As part of your job, you may be given temporary possession of Inktel property such as the following:
Credit Card
Client lists
Equipment (i.e. computers, laptops, cell phones)
Identifcation badges
Keys
Manuals
Protective equipment
Tools
Written materials
You are responsible for the control of Inktel property in your possession and expected to return it
promptly when requested or if your employment ends. In situations where you do not return Inktel
property, we may take steps to recover the item or its cost by withholding money from your regular or
fnal paycheck when allowed by law, or by taking legal action.
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612 COMPUTER AND EMAIL USAGE
Inktel may give employees access to computers, computer fles, the email system, and software to
use in doing their work. Employees should not use a password, access a fle, or retrieve any stored
communication without authorization. To make sure that employees comply with this policy, computer
and email usage may be monitored.
We strive to maintain a workplace that is free of harassment and sensitive to the diversity of our
employees. Therefore, we prohibit the use of computers and the email system in ways that are
disruptive, offensive to others, or harmful to morale.
We prohibit displaying, downloading, or emailing sexually explicit images, messages, and cartoons.
Other examples of unacceptable computer usage include (but are not limited to) playing video games,
ethnic slurs, racial comments, off-color jokes, or anything that may be seen by another person as
harassment or disrespectful.
You may not use email to solicit others for commercial ventures, religious or political causes, outside
organizations, or other non-business matters.
Inktel purchases and licenses the use of various computer software for business purposes and does
not own the copyright to this software or its related documentation. Unless the software developer
authorizes us, we do not have the right to reproduce the software for use on more than one computer.
You may only use software on local area networks or on multiple machines according to the software
license agreement. Inktel prohibits the illegal duplication of software and its related documentation.
Only Inktel employees or clients may use the companys workstations, computers and internet access.
Children or relatives are not authorized to use the companys computers.
You should notify your supervisor, the Human Resources Department or any member of management if
you learn about a violation of this policy. Employees who violate this policy are subject to disciplinary
action, up to and including termination of employment.
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613 INTERNET USAGE
Inktel may provide employees with Internet access to help them do their jobs. This policy explains our
guidelines for using the Internet responsibly and productively. We limit Internet usage to job-related
activities only and do not permit personal use.
All Internet data that is composed, transmitted, or received via our computer systems is considered
to be part of our offcial records. This means that it is subject to disclosure to law enforcement or
other third parties. Therefore, you should always make sure that the business information contained in
Internet email messages and other transmissions is accurate, appropriate, ethical, and lawful.
The equipment, services, and technology that you use to access the Internet are always the property
of Inktel. Therefore, Inktel reserves the right to monitor Internet traffc. We also reserve the right to
retrieve and read any data that is composed, sent, or received through our online connections or is
stored in our computer systems.
We do not allow data that is composed, transmitted, accessed, or received via the Internet to
contain content that could be considered discriminatory, offensive, obscene, threatening, harassing,
intimidating, or disruptive to any employee or other person.
Examples of unacceptable content include (but are not limited to) sexual comments or images,
racial slurs, gender-specifc comments, or other comments or images that could reasonably offend
someone on the basis of race, age, sex, religious or political beliefs, national origin, disability, sexual
orientation, or any other characteristic protected by law.
Inktel does not allow the unauthorized use, installation, copying, or distribution of copyrighted,
trademarked, or patented material on the Internet. As a general rule, if you did not create the material,
do not own the rights to it, or have not received authorization for its use, you may not put the material
on the Internet. You are also responsible for ensuring that a person sending material over the Internet
has the appropriate distribution rights.
Before you download or copy a fle from the Internet, you should take the necessary anti-virus
precautions. Inktel requires that all downloaded fles be checked for viruses. All compressed fles must
be checked for viruses both before and after decompression.
Employees whose Internet usage violates laws or Inktel policies are subject to disciplinary action,
up to and including termination of employment. Employees may also be held personally liable for any
violations of this policy.
The following are examples of some actions and activities that are prohibited and which could result in
disciplinary action, up to and including termination:
Sending or posting discriminatory, harassing, or threatening messages or images
Using the organizations time and resources for personal gain
Stealing, using, or disclosing someone elses code or password without authorization
Copying, pirating, or downloading software and electronic fles without permission
Sending or posting confdential material, trade secrets, or proprietary information outside of
the organization
Violating copyright law
Failing to observe licensing agreements
Engaging in unauthorized transactions that may incur a cost to the organization or initiate
unwanted Internet services and transmissions
Sending or posting messages or material that could damage the organizations image or
reputation
Participating in the viewing or exchange of pornography or obscene materials
Sending or posting messages that defame or slander other individuals
Attempting to break into the computer system of another organization or person
Refusing to cooperate with a security investigation
Sending or posting chain letters, solicitations, or advertisements not related to business
purposes or activities
Using the Internet for political causes or activities, religious activities, or any sort of gambling
Jeopardizing the security of the organizations electronic communications systems
Sending or posting messages that disparage another organizations products or services
Passing off personal views as representing those of the organization
Sending anonymous email messages
Downloading or playing video games
Engaging in any other illegal activities
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614 WORKPLACE MONITORING
Inktel may conduct workplace monitoring to help ensure quality control, employee safety, security, and
client satisfaction.
Employees who regularly communicate with clients may have their telephone conversations monitored
or recorded. We use telephone monitoring to identify and correct performance problems with targeted
training. We are always striving for improved performance to enhance our clients image of Inktel as
well as client satisfaction.
The computer equipment and systems and Internet access that employees may use are always the
property of Inktel. Therefore, we reserve the right to monitor computer activities. We also reserve the
right to retrieve and read any computer fles or data that are composed, sent, or received through
Internet connections or stored in our computer systems.
We may conduct video surveillance of non-private workplace areas. We use video monitoring to identify
safety concerns, maintain quality control, detect theft and misconduct, and discourage and prevent
acts of harassment and workplace violence.
You may request, in writing, access to information gathered through workplace monitoring that may
impact employment decisions. We will grant access unless there is an ongoing investigation or a
legitimate business reason to protect confdentiality.
Because we are sensitive to the legitimate privacy rights of our employees, we will make every effort to
guarantee that workplace monitoring is always done in an ethical and respectful manner.
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615 FACILITY ACCESS CONTROL POLICY
The primary objective of Inktels Facility Access Control Policy (FACP) is to ensure the safety of
employees and visitors while safeguarding the physical assets of the company. This objective is
supported through responsible access privilege and badge electronic controls.
Employees are responsible for badge access cards issued to him/her. You must report the loss or
theft of badge access card immediately to your Supervisor. A replacement card will be issued within
24 hours. Inktel will replace the frst lost or stolen badge access card free of charge. Any other
replacement(s) of your badge access card will cost $10 and will be deducted from your next payroll
payment. You must return badge to your immediate Supervisor at time of separation, termination or
retirement from Inktel.
Assisting unauthorized access to the facilities or propping open exterior doors, is a violation of the
FACP. Employees entering facilities during hours outside of their normally scheduled shifts is not
permitted. An employee walking through an open door, without using their badge access card, is
also prohibited. You may not borrow another employees badge access card to gain entrance into the
building. Should you forget or lose your badge access card, you must call your immediate Supervisor so
they may allow you entrances into the facility until you obtain a replacement.
616 SECURITY INSPECTIONS
Inktel is committed to maintaining a work environment that is free of illegal drugs, alcohol, frearms,
explosives, or other improper materials. We prohibit the possession, transfer, sale, or use of such
materials on our premises. To ensure this policy is successful, we need every employees cooperation.
We may provide you with desks, lockers, and other storage devices for your convenience but these are
always the sole property of Inktel. Because they are our property, we may inspect them along with any
items that are inside them. Agents or persons we authorize, either with or without prior notice to you,
may make an inspection at any time.
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617 WORKPLACE VIOLENCE PREVENTION
Inktel is committed to preventing workplace violence and to maintaining a safe work environment. We
have adopted the following guidelines to deal with intimidation, harassment, or other threats of (or
actual) violence that might occur during business hours or on our premises.
All employees, including supervisors and temporary employees, should be treated with courtesy and
respect at all times. Employees are expected to refrain from fghting, horseplay, or other conduct
that may be dangerous to others. We prohibit frearms, weapons, and other dangerous or hazardous
devices and substances from the premises of Inktel without proper authorization.
Inktel will not tolerate conduct that threatens, intimidates, or coerces another employee, a client, or
a member of the public at any time, including off-duty periods. This includes all acts of harassment,
including harassment that is based on an individuals sex, race, age, or any characteristic protected by
federal, state, or local law.
All threats of (or actual) violence, either direct or indirect, should be reported as soon as possible to
your supervisor or any other member of management. This includes threats by employees as well as
threats by clients, vendors, solicitors, or anyone else. When reporting a threat of violence, you should
be as specifc and detailed as possible.
Be sure to report any suspicious person or activities as soon as possible to a supervisor. Do not place
yourself in peril. If you see or hear a commotion or disturbance near your work area, do not try to
intercede or see what is happening.
We will promptly and thoroughly investigate all reports of threats of (or actual) violence and of
suspicious individuals or activities. The identity of the person who made the report will be protected
to the extent practical. To maintain workplace safety and the integrity of its investigation, Inktel may
suspend an employee, either with or without pay, pending investigation.
Any person who violates these guidelines will be subject to disciplinary action, up to and including
termination of employment. Violations include making a threat of violence or actually committing a
violent act.
If you are having a dispute or differences with another employee, we encourage you to discuss it with
your supervisor or the Human Resources Department before the situation escalates into potential
violence. Inktel is eager to assist in the resolution of employee disputes and we will not discipline an
employee for raising these types of concerns.
.................................................................................................................................
618 USE OF MOBILE TECHNOLOGY DEVICES WHILE DRIVING
Use of mobile technology devices such as cellular phones, laptops, personal digital assistants,
navigation systems, and portable digital audio and video players have been shown to distract drivers
and can increase the risk of motor vehicle accidents. To help reduce the possibility of vehicle accidents
in connection with the use of mobile technology, it is the policy of Inktel to prohibit the use mobile
technology while driving a company vehicle or any other vehicle (including rented, leased, borrowed or
personally owned vehicle) while conducting company business. The policy includes, but is not limited
to, the following:
Employees should comply with all federal, state, and local laws and regulations regarding the
use of mobile technology devices including cellular phones. The most updated list of state and
local restrictions on cellular phone and mobile technology can be found at www.ghsa.org.
Use of hand held cellular phones while driving is prohibited.
Cellular phone calls using hands-free technology while driving is strongly discouraged. To
minimize the impact of distraction, calls, if any, should be brief. Extended conversations
should be made while not driving.
Sending or reading text messages or e-mails, dialing cellular phones, viewing television,
videos or DVDs and inputting data into laptop computers, personal digital assistants or
navigation systems is prohibited while driving.
619 DRIVING ON BEHALF OF INKTEL
Any driver of an Inktel-owned or leased vehicle, or anyone driving any vehicle on Inktel business must
have a valid drivers license, which must be with the driver at all times when operating the vehicle.
Furthermore, any driver of an Inktel owned or leased vehicle must sign a waiver. Inktel reserves the
right to make random checks of the license status and violation status of the driver of an Inktel
vehicle. When written authorization is required by state law, employees who operate Company vehicles
must provide written authorization to enable the Company to make such checks.
Employees driving their personally owned/leased or rented/hired vehicles on company business
present an additional liability exposure to the company. Inktels insurance policy may have to respond
if the employees coverage is insuffcient to cover injuries sustained to others in an accident. To help
control this exposure, Inktel will:
Qualify these drivers the same as if we would drivers of company owned vehicles using such
tools as acceptable motor vehicle records, road tests, and experience level.
Require vehicle safety standards for employees vehicles to be equivalent to the level of safety
of Inktels vehicles.
Have a driving policy which defnes, among other things, who is authorized to drive on
company business and the terms of driving on company business. Terms should include
prohibited practices while driving such as drug and alcohol use, use of cell phones, and
speeding. Drivers must adhere to the rules of the road such as speeding, parking, and proper
signaling and merging. Inktel will not reimburse employees for any ticket issued for violating
the rules of the road.
Require certifcate of insurance (if possible) or proof of insurance for adequate employee levels
of auto liability including adequate limits for Uninsured Motorists (UM) and Underinsured
Motorists (UIM).
.................................................................................................................................
620 EMPLOYEE CONDUCT AND WORK RULES
To ensure orderly operations and provide the best possible work environment, we expect you to follow
rules of conduct that will protect the interests and safety of all employees and Inktel.
Although it is not possible to list all the forms of behavior that are considered unacceptable at work,
the following are some examples of conduct that may result in disciplinary action, up to and including
termination of employment:
Theft or inappropriate removal or possession of property that is owned by the company or
other personnel
Falsifcation of any records, including timekeeping records
Working under the infuence of alcohol or illegal drugs
Possession, distribution, sale, transfer, or use of alcohol or illegal drugs in the workplace,
while on duty, or while operating employer-owned vehicles or equipment
Fighting or threatening violence in the workplace
Boisterous or disruptive activity in the workplace
Negligence or improper conduct leading to damage of employer-owned, client-owned, or
colleague-owned property
Insubordination or other disrespectful conduct
Violation of safety or health rules
Smoking in prohibited areas
Sexual or other unlawful or unwelcome harassment
Possession of dangerous or unauthorized materials, such as explosives or frearms, in the
workplace
Excessive absenteeism or any absence without notice
Unauthorized absence from work station during the workday
Unauthorized use of telephones, mail system, or other employer-owned equipment
Unauthorized disclosure of business secrets or confdential information, such as customer
or client information
Violation of personnel policies
Unsatisfactory performance or conduct
Using inappropriate language, such as curse words, while communicating with customers or
clients
Fraudulent theft of customer or client information
Inappropriately hanging up on a customer or client
Endangering the safety or health or other employees
Conducting oneself in a manner that adversely affects Inktels reputation or relationship with
a client
Creating a hostile work environment for others by engaging in gossip and/or other types of
disruptive behavior
Since employment with Inktel is based on mutual consent, either you or Inktel have the right to
terminate the employment relationship at will, with or without cause or advance notice, at any time.
.................................................................................................................................

621 DRUG AND ALCOHOL USE
Inktel is committed to providing a drug-free, healthful, and safe workplace. To meet this goal, we
expect you to report to work in a mental and physical condition that enables you to perform your job in
a satisfactory manner.
While on Inktel premises or while conducting business-related activities off Inktel premises, you may
not use, possess, distribute, sell, or be under the infuence of alcohol or illegal drugs. We permit the
legal use of prescribed drugs on the job only if they do not impair your ability to perform the essential
functions of your job effectively and safely without endangering others.
If you violate this policy, it may lead to disciplinary action, up to and including immediate termination
of your employment. The employees supervisor has the right to conduct an on-the-spot search and
inspection of employees personal property and effects if said supervisor has a reason to believe
that employees or others, are in violation of any part of this policy. Inktel reserves the right to refer
alcohol and/or drug abusers to counseling. Inktel may bring relevant matters to the attention of
the appropriate law enforcement authorities. If you violate this policy, there could also be legal
consequences.
If you have questions about substance dependency or abuse, we strongly encourage you to discuss
these matters with your supervisor or the Human Resources Department to receive assistance or
referrals to appropriate community resources.
Under the Drug-Free Workplace Act, an employee who performs work for a government contract or
grant must notify Inktel of a criminal conviction for drug-related activity occurring in the workplace.
The report must be made within fve days of the conviction.
If you have questions about this policy or issues related to drug or alcohol use at work, you can raise
your concerns with your supervisor or the Human Resources Department without fear of reprisal.
622 DRUG FREE WORKPLACE POLICY
Inktel is committed to providing a safe, effcient, and productive work environment for all employees.
Using or being under the infuence of drugs or alcohol on the job may pose serious safety and health
risks. To help ensure a safe and healthful working environment, job applicants may be asked to provide
body substance samples (such as saliva, urine and/or blood) to check for the illicit or illegal use of
drugs and alcohol.
Inktel also reserves the right to require employees to submit to drug or alcohol testing when reasonable
suspicion of use arises. A positive result or refusal to submit to drug testing may result in disciplinary
action, up to and including termination of employment.
This policy is set up pursuant to the Drug-Free Workplace Program under Florida Workers
Compensation Law. Substance abuse, while at work or otherwise, seriously endangers the safety
of employees, as well as the general public, and creates a variety of workplace problems including
increased injuries on the job, increased absenteeism, increased health care and beneft costs,
increased theft, decreased morale, decreased productivity and a decline in the quality of products and
services provided. We have established this policy to detect users and to remove abusers of drugs and
alcohol. It is also our policy to prevent the use and/or presence of these substances in the workplace
and to assist employees in overcoming any dependence on drugs and/or alcohol in accordance with the
following guidelines.
This policy provides that an employee who is injured in the course and scope of his employment and
tests positive on a drug or alcohol test forfeits his eligibility for medical and indemnity benefts under
Florida Workers Compensation. (Refusal to take a drug or alcohol test will result in the employee
forfeiting his eligibility for medical and indemnity benefts under Florida Workers Compensation Law
and automatic termination of the employee.)
The purpose of this policy is to communicate our position on drugs and alcohol in the workplace and
provide guidance for the implementation of related programs.

All employees are covered by this policy and, as a condition of employment, are required to abide by
the terms of this policy. Because of state or federal laws and regulations, certain employees may be
subject to additional requirements.

DRUG-FREE WORKPLACE POLICY DISSEMINATION
A. Inktel will give a general one-time notice to all employees that it is a condition of employment for
employees to refrain from reporting to work or working with the presence of drugs or alcohol in their
bodies and that a drug testing program is being implemented. Sixty days will elapse between the
notice and the actual drug testing.
B. Prior to testing, all employees or job applicants for employment will be given a summary of the
Drug-Free Workplace policy, a summary of the drugs which may alter or affect a drug test and a list of
local employee assistance programs and local drug rehabilitation programs.
C. A notice of drug testing will be included with all vacancy announcements for those positions where
drug testing is required (want ads, job postings, etc.). A notice of our drug testing policy will also be
posted in an appropriate and conspicuous location on Company premises as well as the company
Intranet. Copies of the policies will be made available for inspection during regular business hours by
the employee or job applicant in the personnel offce of the Company.
ALCOHOL USE PROHIBITIONS
A. The consumption of alcohol on the property of the Company or while on duty is prohibited and will
result in disciplinary action, up to and including discharge.
B. Off-duty abuse of alcohol which adversely affects an employees job performance or adversely
affects or threatens to adversely affect other interests of the Company is prohibited and may result in
disciplinary action up to and including discharge.
C. The personal possession (i.e., on the person, or in a desk or locker) of alcohol on Company property
or on duty will result in disciplinary action, up to and including discharge.
D. The possession of alcohol in a personal vehicle or Company-assigned vehicle on Company property
is not prohibited provided such possession is in compliance with this policy as well as federal, state
and local laws.
E. It is against Company policy for an employee to report to work or to work under the infuence of
alcohol.
F. For the purpose of this policy, an employee is presumed to be under the infuence of alcohol if a
blood test or other scientifcally acceptable testing procedure shows a forensically acceptable positive
quantum of proof of alcohol usage.
G. An employee who is perceived to be under the infuence of alcohol will be removed immediately from
the workplace and may be evaluated by medical personnel, if reasonably available. The Company will
take further action (i.e., removal from service, referral to counseling and/or disciplinary action) based
on medical information, work history and other relevant factors. The determination of what action is
appropriate in each case rests solely with the Company.
H. Refusal to submit to, efforts to tamper with or failure to pass an alcohol test will result in
disciplinary action, up to and including discharge.
I. Employees arrested for an alcohol-related incident must immediately notify their supervisors, the
manager of Human Resources or the general manager of the arrest if the incident occurs:

1. During scheduled working hours.
2. While operating an Employer-owned vehicle on Company or personal business.
3. While operating a personal vehicle on Employer Business.
J. Inktel may suspend employees without pay under this policy pending the results of an alcohol test or
investigation.
DRUG USE PROHIBITIONS
A. The use, sale, purchase, possession, manufacture, distribution or dispensation of drugs on
Company property or during working time is against Company policy and is cause for immediate
discharge.
B. It is also against Company policy to report to work or work under the infuence of drugs. This
includes prescription drugs which induce an unsafe mental or physical state. Employees who violate
this policy are subject to disciplinary action up to and including discharge.
For the purpose of this policy, an employee is presumed to be under the infuence of drugs if
a urine test, blood test or other accepted testing procedure shows a forensically acceptable
positive quantum of proof of drug usage.
C. Prescription drugs may also affect the safety of the employee or fellow employees or members of
the public. Therefore, any employee who is taking any prescription drug which might impair safety,
performance or any motor functions must advise his supervisor before reporting to work under such
medication. A failure to do so may result in disciplinary action. If the Company determines that such
use does not pose a safety risk, the employee will be permitted to work. If such use impairs the
employees ability to safely or effectively perform his or her job, the Company may temporarily reassign
the employee or grant a leave of absence during the period of treatment. Improper use of prescription
drugs is prohibited and may result in disciplinary action. Prescription medication must be kept in its
original container if such medication is taken during working hours or on Company property.
Refusal to submit to or efforts to tamper with a drug or alcohol test will result in discharge.
D. Inktel may suspend employees without pay under this policy pending the results of a drug test or
investigation.
TESTING
TESTING OF APPLICANTS
1. Applicants considered fnal candidates for a position will be tested for the presence of illegal drugs
as a part of the application process (job applicant packet).
2. Inktel may elect to only test applicants who apply for certain classifcations or job positions based
on a reasonable classifcation basis. A list of classifcations will be developed by the Company and
kept on fle in the offce of the manager of Human Resources.
3. Inktel may allow the job applicant to begin work pending the results of the drug test. If the result is
positive, the applicant will be subject to immediate discharge.
4. Any job applicant who refuses to submit to drug testing, refuses to sign the consent form, fails
to appear for testing, tampers with the test or fails to pass the pre-employment drug test will be
ineligible for hire.
REASONABLE SUSPICION DRUG TESTING
1. Employees must submit to a drug test if reasonable suspicion exists to indicate that their ability
to perform work safely or effectively may be impaired. Reasonable-suspicion testing means drug
testing based on a belief that an employee is using or has used drugs in violation of the policies of the
Company drawn from those facts in light of experience. Among other things, such facts and inferences
may be based upon:
A. Observable phenomena while at work, such as direct observation of drug use or of the
physical symptoms or manifestations of being under the infuence of a drug.
B. Abnormal conduct or erratic behavior while at work, or a signifcant deterioration in work
performance.
C. A report of drug use, provided by a reliable and credible source.
D. Evidence that an individual has tampered with a drug test during his employment with the
Company
E. Information that an employee has caused, contributed to or been involved in an accident while
at work. An accident is when there is injury which requires a report to the Division of Workers
Compensation or a third party injury requiring medical treatment.
F. Evidence that an employee has used, possessed, sold, solicited or transferred drugs while
working or while on Company premises or while operating an Employer-owned vehicle,
machinery or equipment.
2. If a supervisor believes reasonable suspicion exists, the supervisor should report his or her fndings
and observations to the Site Director and the manager of Human Resources. Upon approval by the Site
Director or an offcer of the Company the employee will be asked to submit to a drug test and sign a
form acknowledging his or her consent (employee packet). Factors which substantiate cause to test
should be documented by the supervisor on the Substance Abuse Investigation Report Form. This must
be done as soon as possible but no later than seven days after the employee has been drug tested. A
copy of this report will be given to the employee upon request and the original documentation will be
kept confdential by the Company and retained for at least one year.
RANDOM TESTING
1. Employees in safety sensitive positions, if any, will be required to submit to drug testing on a
random basis. A list of those job classifcations determined to be safety sensitive will be developed
by the Company and kept on fle in the offce of the manager of Human Resources and will be
periodically updated as needed. Covered individuals will be informed in writing that they are subject to
random testing due to the sensitive nature of their jobs.
2. Selection of employees for random testing will be conducted through the use of a random number
generator or other neutral selection process.
3. When an employee is selected for random testing, both the employee and the employees supervisor
will be notifed on the day the test is scheduled to occur.
4. Testing may be postponed only when an employees supervisor and the general manager agree that
there is a compelling need for deferral (i.e., the employee is out on leave or is traveling).
5. An employee whose random drug test is deferred will be subject to an unannounced test within 60
days.
ROUTINE FITNESS FOR DUTY
An employee will submit to a drug test if the test is conducted as part of a routinely scheduled ftness-
for-duty medical examination that is part of the Company established policy or that is scheduled
routinely for all members of an employment classifcation or group, and approved as a prerequisite by
the Company
FOLLOW-UP TESTING
If the employee, in the course of employment, enters an employee assistance program for drug-related
problems, or an alcohol or drug rehabilitation program, the employee must submit to unannounced
drug testing as a follow-up to such a program at least once a year for two years after completion of
the program. Advance notice of follow-up testing will not be given to the employee being tested. If an
employee voluntarily enters a program, the Company at its option may not require follow-up testing.
ADDITIONAL TESTING
Additional testing may also be conducted as required by applicable state or federal laws, rules or
regulations, or as deemed necessary by the Company
REFUSAL TO TEST
Employees who refuse to submit to a drug test forfeit their eligibility for all workers compensation
medical and indemnity benefts and will be terminated from employment or otherwise disciplined as
provided in this policy.
TESTING PROCEDURE
A. Inktel may test for any or all of these drugs:

Alcohol (booze, drink, distilled spirits, wine, malt beverages, beer, intoxicating liquors,
alcoholic beverages, etc.)
Amphetamines (Binhetamine, Desoxyn, Dexedrine)
Cannabinoids (marijuana, hashish, hash, hash oil, pot, joint, roach, spleaf, grass, weed,
reefer)
Cocaine (coke, blow, nose candy, snow, fake, crack)
Phencyclidine (PCP, angel dust, hog)
Methaqualone
Opiates (opium, dovers powder, paregoric, parepectolin)
Barbiturates (Phenobarbital, Tuinal, Amytal)
Benzodiazophines (Ativan, Azene, Klonopin, Dalmane, Diazepam, Halcion, Librium, Poxipam,
Restoril, Serac, Tranxene, Valium, Vertron, Xanax)
Methadone (Dolophine, Methadose)
Propoxyphene (Darvocet, Darvon N, Dolene) Metabolites of any substances listed above.
B. Job applicants and employees who are required to submit to drug or alcohol testing will be required
to sign and acknowledge an Consent to Testing form (see employee packet).
C. Because of the potential adverse consequences of positive test results on employees, the Company
will employ a very accurate testing program. Urine and blood samples will be analyzed by a highly
qualifed independent laboratory which has been selected by the Company licensed and approved by
the Agency for Health Care Administration using criteria established by the U.S. Department of Health
and Human Services.
D. Applicants and employees will be given an opportunity prior to and after testing to provide any
information to the medical review offcer which they consider relevant to the test, including a list of
all drugs they have taken recently, a list of prescribed drugs and an explanation of the circumstances
of the use of these drugs in writing or other relevant medical information. This medical information
is confdential and should be given only to the MRO. Applicants and employees will be provided with
a notice of the most common medications by brand name or common name, as well as the chemical
name which may alter or affect a drug test. Finally, applicants and employees will receive a summary
of this policy and a list of local employee assistance programs and local drug rehabilitation programs.
E. An employee injured at the workplace and required to be tested will be taken to a medical facility
for immediate treatment of injuries. If the injured employee is not at a designated collection site, the
employee will be transported to one as soon as it is medically feasible and specimens will be obtained.
If it is not medically feasible to move the injured employee, specimens will be obtained at the treating
facility under the procedures set forth in this policy and transported to an approved testing laboratory.
F. No specimens will be taken prior to the administration of emergency medical care. Once this
condition has been satisfed, an injured employee must release, to the Company, the results of any
tests conducted for the purpose of showing the presence of alcohol or drugs.
BODY SPECIMENS
Urine, hair or blood will be used for the initial testing for drugs and alcohol. Samples shall be collected
with due regard for the privacy of the individual providing the sample.

COST OF TESTING
Inktel will pay the cost of the initial and confrmation drug tests it requires of employees and job
applicants. An employee or job applicant will pay the cost of any additional drug tests not required by
the Company.

COLLECTION SITE
1. The Company will utilize a collection site designated by an approved laboratory which has all
necessary personnel, materials, equipment, facilities and supervision to provide for the collection,
security, chain-of-custody procedures, temporary storage and shipping or transportation of urine and
blood specimens to an approved drug testing laboratory. The Company may also utilize a medical
facility as a collection site which meets the applicable requirements.
2. Security of the collection site, chain-of-custody procedures, privacy of the individual, collection
control, integrity and identity of the specimen, and transportation of the specimen to the laboratory
will meet state and federal rules and guidelines.
COLLECTION SITE PERSONNEL
A specimen in an amount suffcient for two drug tests will be taken or collected by:
1. A physician, a physicians assistant, a registered professional nurse, a licensed practical nurse, a
nurse practitioner or a certifed paramedic who is present at the scene of the accident for the purpose
of rendering emergency service or treatment; or
2. A qualifed person employed by a licensed or certifed laboratory who has the necessary training and
skills for the assigned tasks.
INITIAL TESTS
Initial tests will be immunoassay except that the test for alcohol will be an enzyme oxidation
methodology. The following cutoff levels will be used when screening specimens to determine whether
they are positive or negative for these drugs or metabolites. All levels equal to or exceeding the
following will be presumptively positive and submitted for confrmation testing:
Alcohol .05g/dl%
Amphetamines 1000ng/ml
Cannabinoids 50ng/ml
Cocaine 300ng/ml
Phencylidine 25ng/ml
Methaqualone 300ng/ml
Opiates 300ng/ml
Barbiturates 300ng/ml
Benzodiazepines 300ng/ml
Synthetic narcotics:
Methadone 300ng/ml
Propoxyphene 300ng/ml
TEST RESULTS
A. Reporting Results
1. The laboratory will report all test results (both positive and negative) to the medical review
offcer (MRO). The medical review offcer is employed by the Company and not the drug
testing laboratory.
2. The laboratory will report as negative all specimens which are negative on the initial test or
negative on the confrmation test. Only specimens confrmed positive on the confrmation test
will be reported positive for a specifc drug. A report will not disclose the presence or absence
of any drug other than a specifc drug and its metabolites listed in this policy.
3. The laboratory will transmit results in a manner designed to ensure confdentiality of the
information. The laboratory and MRO will ensure the security of the data transmission and
restrict access to any data transmission, storage and retrieval system.
4. The MRO will verify that positive and negative test results were properly analyzed and
handled according to Agency for Health Care Administration rules. The MRO will have
knowledge of substance abuse disorders and shall also be knowledgeable in the medical use
of prescription drugs and in the pharmacology and toxicology of illicit drugs. The MRO shall
evaluate the drug test result(s), which is reported by the lab, verify by checking the chain-
of-custody form that the specimen was collected, transported and analyzed under proper
procedures, and determine if any alternative medical explanations caused the positive test
result. This determination by the MRO can include conducting a medical interview with the
individual, review of the individuals medical history or the review of any other relevant bio-
medical factors. The MRO shall also review all medical records made available by the tested
individual. The MRO may request the laboratory to provide quantitation of test results.
5. The MRO will contact the employee or job applicant of a confrmed positive test result within
three days of receipt of the test results and inquire as to whether prescriptive or over-the-
counter medications could have caused the positive test results. The MRO will follow the
procedures set forth in the Florida workers compensation drug testing rules and the Agency
for Health Care Administration, drug-free workplace standards for providing the applicant
or employee the opportunity to present relevant information regarding the test results.
After following the appropriate procedures, the MRO will notify the Company of any verifed,
confrmed positive test results.
6. Within fve working days after receipt of a positive confrmed test result from the MRO,
Inktel will inform the employee or job applicant in writing of such positive test results, the
consequences of such results and the options available to the employee or job applicant,
including the opportunity to contact the MRO and the right to fle an administrative or legal
challenge.
Inktel will provide, to the employee or job applicant upon request, a copy of the test results.

Unless instructed by the Company in writing, all written records pertaining to a given specimen will be
retained by the drug testing laboratory for a minimum of two years. The drug testing laboratory shall
retain, (in properly secured refrigerated or frozen storage) for a minimum of 210 days, all confrmed
positive specimens. Within this period, the Company, the employee, the job applicant, the MRO or
the Department of Health and Human Services may request in writing that the laboratory retain the
specimen for an additional period of time. If no such request is received, the laboratory may discard
the specimen.

Within seven days for all tests based on reasonable suspicion, the Company will detail in writing
the circumstances which formed the basis of the determination that reasonable suspicion existed to
warrant the testing. A copy of the report will be given to the employee upon request. The original report
will be kept confdential and retained by the Company for at least one year.
CHALLENGES TO TEST RESULTS
1. Within fve working days after receiving notice of a positive confrmed test result, the employee
or job applicant may submit information to the MRO explaining or contesting the test results, or to
the Company explaining why the result does not constitute a violation of this policy. The employee or
job applicant will be notifed in writing if the explanation or challenge is unsatisfactory. The written
notice will be given to the employee or job applicant within ffteen days of receipt of the explanation of
challenge and will include why the employees or job applicants explanation is unsatisfactory, along
with the report of positive results. All such documentation will be kept confdential and will be retained
for at least one year.
3. When an employee or job applicant undertakes an administrative or legal challenge to the test
results, he or she will be responsible to notify the Company and laboratory in writing of such challenge
and such notice shall include reference to the chain-of-custody specimen identifcation number. After
such notifcation, the sample shall be retained by the laboratory until the case or administrative appeal
is settled.
4. The Agency for Health Care Administration, the Company or the MRO detecting a false positive error
shall immediately notify the laboratory and the department of any such error.
EMPLOYEE PROTECTION
During the 180-day period after written notifcation of a positive test result, the employee will be
permitted by the Company to have a portion of the specimen retested at the employees expense. Any
additional tests, however, must be conducted on the same specimen as the original test. The retesting
must be done by a licensed and approved laboratory. The second laboratory must test at equal or
greater sensitivity for the drug in question as the frst laboratory. The frst laboratory which performed
the test for the Company will be responsible for the transfer of the portion of the specimen to be
retested and for the integrity of the chain-of-custody for such transfer.

The drug testing laboratory will not disclose any information concerning the health or mental condition
of the tested employee.
The Company will not request or receive from the testing facility or the MRO any information
concerning the personal health, habit or condition of the injured employee including, but not limited to,
the presence or absence of HIV antibodies in the injured workers body fuids.
The Company will not discharge, discipline, refuse to hire, discriminate against, or request or require
rehabilitation of an employee or job applicant on the sole basis of a positive test result that has not
been verifed by a confrmation test and by a medical review offcer.
The Company will not discharge, discipline or discriminate against an employee solely upon the
employees voluntarily seeking treatment, while under the employ of the Company for a drug-related
problem, if the employee has not previously tested positive for drug use, entered an employee
assistance program for drug-related problems, or entered an alcohol and drug rehabilitation program.
The Company retains the right to select an EAP or drug rehabilitation program when the Company pays
the cost of the employees participation in the program.
All authorized treatment of an injured employee prior to reasonable notice of the denial of benefts will
be paid to the health care provider by the carrier or self-insurer. Prior to denying medical and indemnity
benefts based upon a positive test result, the Companys workers compensation carrier or self-insurer
will give reasonable notice to all affected health care providers that payment for treatment, care and
attendance provided to the employee after a future date will be denied.
INVESTIGATION
A. To ensure that illegal drugs and alcohol do not enter or affect the workplace, the Company reserves
the right to search all vehicles, containers, lockers or other items on Company property or job site
in furtherance of this policy. Individuals may be requested to display personal property for visual
inspection upon the Companys request.
B. Searches will be conducted only where the Company has reason to believe that the employee has
violated this employers substance abuse policy.
C. Failure to consent to a search or display personal property for visual inspection will be grounds for
discharge or denial of access to Company premises or job sites.
D. Searches of an employees personal property will take place only in the employees presence. All
searches under this policy will occur with the utmost discretion and consideration for the employee
involved.
E. Individuals may be required to empty their pockets, but under no circumstances will an employee be
required to remove articles of clothing or be physically searched.
F. Because the primary concern is the safety of its employees and their working environment, the
Company will not normally prosecute the employee in matters involving illegal substances. However,
the Company will turn over all confscated drugs to the proper law enforcement authorities. Further,
the Company reserves the right to cooperate with or enlist the services of proper law enforcement
authorities in the course of any investigation.
ARREST OR CONVICTION FOR DRUG-RELATED CRIME
A. If an employee is arrested for or convicted of a drug-related crime, the Company will investigate
all of the circumstances and may utilize the drug testing procedure if cause is established by the
investigation. In most cases, an arrest for a drug-related crime constitutes reasonable suspicion of
drug use under this policy. The following procedures will apply:
1. During investigation, an employee may be placed on leave without pay. After the investigation
is completed, the leave may be converted to a suspension or the employee may be reinstated
depending upon the facts and circumstances.
2. If convicted of a drug-related crime, an employee will be terminated.
3. If an employee has been suspended and the case has been dismissed or otherwise disposed
of, the Company will make a determination as to whether to authorize the employees return to
work based on its investigation. If the employee is authorized to return to work, the employee
must agree in writing to unannounced, periodic testing for a period of up to two years.
4. Because of the seriousness of such situations, the Company reserves the right to alter or
change its policy or decisions on a given situation depending upon its investigation and the
totality of the circumstances.
B. As a condition of employment, an employee will notify the Company manager of Human Resources
of any criminal drug statute conviction for a violation which occurred on Company premises or job site.
The employee must give notice to the Company within fve days of such conviction.
CONFIDENTIALITY
All information, interviews, reports, statement memoranda and drug rest results, written or otherwise,
received by the Company as a part of this drug testing program are confdential communications.
Unless authorized by state laws, rules or regulations. Inktel will not release such information without
a written consent form signed voluntarily by the person tested. This right to confdentiality does not
apply when the information is used by the Company as a defense in a civil or administrative matter.
RECORDS AND TRAINING
A. Inktel will maintain a current resource fle of providers of employee assistance including alcohol and
drug abuse programs, mental health providers and various other persons, entities or organizations
designed to assist employees with personal or behavioral problems. The Company will inform
employees and new hires about various employee assistance programs that the Company may have
available. The information shall be made available at a reasonable time convenient to the Company
and shall be discreetly reviewed by the employees.
B. The Company will provide an annual education course to assist the employees in identifying
personal and emotional problems which may result in the misuse of alcohol or drugs. This course will
also include a presentation on the legal, social, physical and emotional consequences of the misuse of
alcohol or drugs.
CONCLUSION

Inktels drug-free workplace policy has been prepared so as not to confict with public policy and,
further, not to be discriminatory or abusive. A drug-free workplace should be the goal of every employer
in America. Drug and alcohol testing is only one of the several steps that must be taken to achieve this
objective.
This policy supersedes any information provided to applicants and/or employees, either written or oral.
The Company reserves the right to change the provisions of this policy and testing program at any time
in the future.
.................................................................................................................................
623 SEXUAL AND OTHER UNLAWFUL HARASSMENT
Inktel is committed to providing a work environment that is free from all forms of discrimination and
conduct that can be considered harassing, coercive, or disruptive, including sexual harassment and
other forms of unlawful harassment. Actions, words, jokes, or comments based on an individuals sex,
race, color, national origin, ancestry, age, religion, disability, marital status, sexual orientation, or
any other legally protected characteristic will not be tolerated. We provide ongoing sexual harassment
training to ensure you the opportunity to work in an environment free of sexual and other unlawful
harassment.
Sexual harassment is defned as unwanted sexual advances, requests for sexual favors, or other
visual, verbal, or physical conduct of a sexual nature. This defnition includes many forms of offensive
behavior and includes gender-based harassment of a person of the same sex as the harasser. The
following is a partial list of sexual harassment examples:
Unwanted sexual advances
Offering employment benefts in exchange for sexual favors
Making or threatening reprisals after a negative response to sexual advances
Visual conduct that includes leering, making sexual gestures, or displaying of sexually
suggestive objects or pictures, cartoons or posters
Verbal conduct that includes making or using derogatory comments, epithets, slurs, or jokes
Verbal sexual advances or propositions
Verbal abuse of a sexual nature, graphic verbal commentaries about an individuals body,
sexually degrading words used to describe an individual, or suggestive or obscene letters,
notes, or invitations
Physical conduct that includes touching, assaulting, or impeding or blocking movements
Unwelcome sexual advances (either verbal or physical), requests for sexual favors, and other verbal
or physical conduct of a sexual nature constitute sexual harassment when: (1) submission to such
conduct is made either explicitly or implicitly a term or condition of employment; (2) submission or
rejection of the conduct is used as a basis for making employment decisions; or, (3) the conduct has
the purpose or effect of interfering with work performance or creating an intimidating, hostile, or
offensive work environment.

If you experience or witness sexual, or other unlawful harassment, in the workplace, report it
immediately to your supervisor. If the supervisor is unavailable, or you believe it would be inappropriate
to contact that person, you should immediately contact the Human Resources Department or any
other member of management. You can raise concerns and make reports without fear of reprisal or
retaliation.
Employees who have experienced conduct they believe is contrary to this policy have an obligation to
take advantage of this complaint procedure. Early reporting and intervention have proven to be the
most effective method of resolving actual or perceived incidents of harassment. Inktel strongly urges
the prompt reporting of complaints or concerns so that rapid and constructive action can be taken.
The availability of this complaint procedure does not preclude individuals who believe they are being
subjected to harassing conduct from promptly advising the offender that his or her behavior is
unwelcome and requesting that it be discontinued.
Inktel prohibits retaliation against any individual who reports discrimination or harassment or
participates in an investigation of such reports. Retaliation against an individual for reporting
harassment or discrimination or for participating in an investigation of a claim of harassment of
discrimination is a serious violation of this policy and like harassment or discrimination itself, will be
subject to disciplinary action up to and including termination.
All allegations of sexual harassment will be quickly and discreetly investigated. To the extent
consistent with adequate investigation and appropriate corrective action, your confdentiality and that
of any witnesses and the alleged harasser will be protected against unnecessary disclosure. When the
investigation is completed, you will be informed of the outcome of the investigation.
Providing false information in the course of an investigation is grounds for discipline up to and
Any supervisor or manager who becomes aware of possible sexual or other unlawful harassment must
immediately advise the Human Resources Department or any member of management so it can be
investigated in a timely and confdential manner. Any employee engaging in sexual or other unlawful
harassment will be subject to disciplinary action, up to and including termination of employment.
.................................................................................................................................
624 ATTENDANCE AND PUNCTUALITY
As an employee of Inktel, we expect you to be reliable and punctual by reporting for work on time and
as scheduled. When you are absent or late, it places a burden on other employees and can impact
productivity and service. In the rare instances when you cannot avoid being late or are unable to work
as scheduled, be sure to notify your supervisor as soon as possible, or at least two hours prior to your
scheduled shift, so that appropriate arrangements can be made.
Because unplanned absences can be disruptive to work, a poor attendance record or excessive
lateness may lead to disciplinary action, up to and including termination of employment.
Inktel follows a policy that employees accumulate occurrences over a rolling 365-calendar year. A
occurrence is given for being late and a full (1) occurrence is given for an absence. Occurrences
double on holidays, the day before and after holiday, Saturdays, and Sundays, and any other days as
designated by management.
Two consecutive No Call No Show (NCNS) or three No Call No Shows for a rolling 365-calendar year is
job abandonment and is considered as an automatic resignation.

Inktel will provide reasonable accommodations to such individuals in accordance with applicable laws.
Employees who are eligible for FMLA leave must comply with Inktels Family Medical Leave policy
contained in this handbook to be granted FMLA leave.
.................................................................................................................................
625 PERSONAL APPEARANCE
Dress, grooming, and personal cleanliness standards contribute to the morale of all employees and
affect the business image Inktel presents to clients and visitors. For this reason, we have set forth
a Dress Code that promotes this image. For the specifc dress code guidelines, please speak to your
immediate supervisor or to the Human Resource Department.
Employees who come to work out of dress code are subject to disciplinary action and will be sent home,
without pay, to change into attire that is appropriate. Continued abuse of this policy could result in
termination. Should you have any further questions on this policy, please contact the Human Resources
department.
.................................................................................................................................
626 DRESS CODE POLICY
The company maintains a business casual environment. All employees should use discretion in wearing
attire that is appropriate for the offce and client interaction.
Employees who are non-compliant with the new dress-code policy will receive a documented verbal
warning for the frst incident. The Supervisor will advise the agent that if a second offense occurs,
they will be sent home, without pay, to change into appropriate attire, and be expected to return to
work within a mutually agreed-upon time frame. In the event that a second occurrence happens, the
Supervisor will send the agent home, without pay, to change into appropriate attire, and the agent
will be required to return to work within a mutually agreed upon time frame. In addition, agent will be
issued a Violation of Policy Warning. Failure to return to work will count as an unexcused absence,
and could result in further disciplinary action up to and including termination of employment.
Inktel reserves the right to require all employees to adhere by a Professional Dress-Code policy at
any time. Example of times we will enforce the Professional Dress-Code: client visits, media visits
and other occasions designated by management. Inktel will give advance notice of the need for
Professional Dress-Code. All Employees are required to sign off on the new dress-code policy.
Disciplinary Action Process
Supervisors are required to provide written documentation documented verbal warning (Note for File)
of the frst dress-code policy violation in the employees fle.
Employees that are written up for dress-code policy violation, or any other Inktel policy violation,
are not eligible for bonus and/or A-Player Status for the duration of the current month in which the
employee was written up.
Shoes:
House shoes, fip-fops, sandals, slide-ins, clogs, mules, between-the-toe shoes, sandals of
any kind, hiking boots, riding or cowboy boots, metallic shoes, fuorescent colored shoes, and
athletic shoes are not allowed, and cannot be worn to work.
o Cork or straw heeled shoes or sandals are not allowed, and cannot be worn to work.
o Studs, sequins, sparkles, and/or spikes are not allowed on shoes, and cannot be worn to
work.
o Straps may only wrap around the ankle one (1) time.
o High heeled shoes must be business appropriate to be worn to work. Preferably high heels
no higher than 3-4 inches (see New Hire Orientation Policy document in the Agent New
Hire Orientation Folder for examples appropriate and inappropriate shoe attire).
Pants/Skirts:
Denim of any kind is not allowed unless an exception is made, and this will be sent out via
offcial memo. This includes denim shoes, pants, blouses, shirts, jackets and other attire.
Denim is considered to be of any color, not just limited to blue.
Skinny pants, leggings, form-ftting, animal pattern, leather, spandex pants or shirts, shorts
(of any length), casual Capri pants, sweat pants, and cargo style pants are not considered
professional, and cannot be worn to work.
Suits and ties, for men, are considered optional.
Pants should be snug on the waist and not droop to show under-gear or bare skin.
o Attire should not be ripped or frayed
Shirts/Blouses/Dresses:
All shirts, except guayabera-styled shirts, must be tucked in.
Polo shirts in any color are appropriate when tucked in.
Non-collared shirts (solid-colored or striped, and word-free) are allowed as an undershirt only
when covered by an approved sweater (refer to NHO Policies Power Point Presentation), jacket,
or button-down.
Shirts, blouses, dresses, and tops must have sleeves that cover the majority of the shoulder,
or must be covered with an appropriate jacket, sweater, or other approved article of clothing.
o Thin spaghetti-straps and/or halter-tops are not appropriate, and cannot be worn to work.
Sundresses and maxi dresses are not appropriate, and cannot be worn to work.
Dresses should not be revealing.
o A General Rule of Thumb: Skirts or dresses MUST NOT be any shorter than 1-inch above
the knee.
Sequins, sparkle, and glitter are not appropriate, and cannot be work to work, unless on an
accessory.
o Accessories are considered scarves, jewelry, hair clips, and belts
Tight or revealing clothing is not appropriate, and cannot be worn to work.
Jacket/Sweater
Cardigans, blazers, and sweaters without hoods are acceptable.
Blankets and Snuggies are not appropriate, and are not allowed at work.
Fleece or cotton sweatshirts, jackets, and other types of casual sports jackets/sweaters with
logos, with or without a hood, are not allowed, and cannot be worn to work.
Head Gear:
Headgear such as ball caps, bandanas, and head scarves, are not allowed, and cannot be
worn to work.
Headgear worn for religious or medical purposes must not interfere nor hinder safety or
performance (refer to Religious Accommodation Policy).
Exceptions:
Exceptions to the above policy will be communicated ahead of time, and may occur for specifc
events, including but not limited to:
o Halloween
o Approved Jeans Days
o Customer Service Week
Weekend Attire for A-Players Only!
Employees who achieve A-Player Status on any given month, and who are scheduled to work on
Saturday and/or Sunday, will be allowed to dress casually during the month following the A-Player
Luncheon, as long as they adhere to the dress-code below. If an A-Player violates the dress-code
below, he/she will no longer be allowed to dress casually that month or any subsequent month
thereafter.
Jeans without holes, rips, tears, or sequence may be worn.
o Skinny jeans are not appropriate, and cannot be worn to work.
All shoe, pant, skirt, shirt, blouse, dress, jacket, sweater, and headgear policies above must
be followed.
Inktel has in place policies concerning other professional adherence. Included are also the piercing/
tattoo policy for Inktel.
Piercings:
Only two earrings may be worn on each ear.
Facial piercing, such as eyebrow, cheeks, lips, chin, nose, or any other visible portion of the
face are not considered to be professional and cannot be worn at work.
Tongue piercings are not allowed if it affects the ability to do ones job.
Tattoos:
ALL tattoos must be covered.
If tattoos are not covered by the business casual rule, clothing must be worn to cover such
tattoos.
o Example:
Tattoos on the leg: Employee must wear approved attire to cover, such as non-denim
slacks.
Tattoo on the neck: Employee must wear a turtle neck or scarf to cover.
Tattoo on the upper portion of the chest: Employee must wear a blouse or shirt to cover.
Tattoo on the forearm or wrist: Employee must wear a long-sleeved shirt or blouse to
cover.
Tattoo on foot or ankle: Employee must wear socks, stockings and/or shoes to cover.
Religious Accommodation Policy:
Inktel respects the religious beliefs and practices of all employees and will make, upon a
written request, an accommodation for such observances when a reasonable accommodation
is available that does not create an undue hardship on the companys business nor hinder
safety or performance.
o An employee whose religious beliefs or practices conficts with his/her job, work schedule,
or with the companys policy or practice on dress and appearance and who seeks a
religious accommodation, must submit a written request to the department Supervisor
and Human Resources. The request should include the type of religious confict that
exists and the employees suggested accommodation.
627 SOLICITATION
In an effort to minimize disruptions and maintain a harmonious environment, we prohibit people who
are not Inktel employees from either soliciting or distributing literature in the workplace at any time for
any purpose.
We recognize that our employees are often active and have interest in events and organizations outside
work. However, it is also our policy that employees may not solicit for or distribute literature about
these activities during working time. Working time excludes lunch periods, work breaks, or any other
time when an employee is not on duty or scheduled to be working.
Posting notices and solicitations on our bulletin boards is also prohibited. The bulletin boards are
reserved for offcial Inktel communications.
.................................................................................................................................
628 PROBLEM RESOLUTION
Inktel is committed to providing the best possible working conditions for our employees. Part of
this commitment is encouraging an open and frank atmosphere in which any problem, complaint,
suggestion, or question receives a timely response from Inktel supervisors and management.
Inktel strives to ensure fair and honest treatment of all employees. We expect supervisors, managers,
and employees to treat each other with mutual respect. We encourage employees to offer positive and
constructive criticism to each other.
If you disagree with established rules of conduct, policies, or practices, you can express your concern
through the problem resolution procedure.
If a situation occurs when you believe that a condition of employment or a decision affecting you is
unjust or inequitable, you are encouraged to make use of the following steps. You may discontinue the
procedure at any step.
1. You present the problem to your supervisor within fve calendar days after the incident
occurs. If your supervisor is unavailable or you believe it would be inappropriate to contact
that person, you may present the problem to the Human Resources Department or any other
member of management.
2. The supervisor responds to the problem during discussion or within 10 calendar days after
consulting with appropriate management, when necessary. The supervisor documents the
discussion.
3. You present the problem to the Human Resources Department within 15 calendar days if the
problem is unresolved.
4. The Human Resources Department reviews and considers the problem. The department
informs you of the decision within 15 calendar days and includes a copy of the written
response in your personnel fle.
5. The President and/or CEO has full authority to make any adjustment deemed appropriate.
Problems, disputes, or claims not resolved through the preceding problem resolution steps are subject
to fnal and binding arbitration. The arbitration proceeding will be conducted under the Employment
Dispute Resolution Rules of the American Arbitration Association. The decision or award of the
Arbitrator made under these rules is exclusive, fnal, and binding on both parties, their benefciaries,
executors, administrators, successors, and assigns.
If you choose to use the arbitration process to resolve a problem, you will be expected to share the cost
of the arbitration proceeding with Inktel.
Not every problem can be resolved to everyones total satisfaction, but only through understanding and
discussion of mutual problems can employees and management develop confdence in each other. This
confdence is important to the operation of an effcient and harmonious work environment, and helps
to ensure everyones job security.
The availability of these procedures does not change your status as an at-will employee.
.................................................................................................................................
629 WORKPLACE ETIQUETTE
Inktel strives to maintain a positive work environment where employees treat each other with respect
and courtesy. Sometimes issues can arise when employees may be unaware that their behavior at work
may be disruptive or annoying to others. Very often you can address these day-to-day issues by politely
talking with your coworker to bring the perceived problem to his or her attention.
In most cases, common sense will dictate an appropriate resolution. Inktel encourages all employees to
keep an open mind and graciously accept constructive feedback or another employees request for you to
change your behavior because it may be affecting that persons ability to concentrate and be productive.
The following are some workplace etiquette guidelines and suggestions to help you be more
conscientious and considerate of your co-workers and the work environment. These are not necessarily
intended to be hard and fast work rules with disciplinary consequences. If you have comments,
concerns, or suggestions about workplace etiquette, contact the Human Resources Department.
Return copy machine and printer settings to their default settings after changing them.
Replace paper in the copy machine and printer paper trays when they are empty.
Retrieve print jobs in a timely manner and be sure to collect all your pages.
Be prompt when using the manual feed on the printer.
Keep the area around the copy machine and printers orderly and picked up.
Be careful not to take or discard others print jobs or faxes when collecting your own.
Avoid public accusations or criticisms of other employees. Address such issues privately with
those involved or your supervisor.
Try to minimize unscheduled interruptions of other employees while they are working.
Be conscious of how your voice travels, and try to lower the volume of your voice when talking
on the phone or to others in open areas.
Keep socializing to a minimum, and try to conduct conversations in areas where the noise will
not be distracting to others.
Minimize talking between workspaces or over cubicle walls. Instead, conduct conversations
with others in their workspace.
Try not to block walkways while carrying on conversations.
Refrain from using inappropriate language (swearing) that others may overhear.
Avoid discussions of your personal life/issues in public conversations that can be easily overheard.
Monitor the volume when listening to music, voice mail, or a speakerphone that others can hear.
Clean up after yourself and do not leave behind waste or discarded papers.
.................................................................................................................................
630 ARREST AND CONVICTION POLICY
In situations where an employee is arrested for (but has not been convicted of) a serious crime that
can affect the employees ability to do the job, Inktel will consider several factors in determining the
status of the employees employment.
One of those factors would be considering the relationship between the charge and the job, taking into
account whether the employee will have contact with customers or if there are any on-going risks to
other employees.
Any employee that is incarcerated and/or may have open and pending legal cases, are required to
report the case and arrest to the HR Manager via telephone or email. In addition, the employee must
submit a police report or other documentation concerning the arrest and charges within 48 hours.
When an employee loses time from work because he or she is incarcerated, Inktel will treat absences in
accordance to the attendance policy. Per Inktels attendance policy, found on page 63 of the Employee
Handbook, three no call, no shows would be considered job abandonment and immediate grounds for
termination.
You cannot build a great company without great talent.
J. Ricky Arriola, CEO

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