Home Company Call Center business

ATTENDANCE AND TIME OFF

ABSENTEEISM AND TARDINESS

The Home Company offer a service to their customers however in order to
do this in a tradition of high quality, we must be fully staffed. A few
associates cause most of the lost time. Therefore, absenteeism and
tardiness control is best achieved by the supervisor through individual
treatment aimed at the chronic absentee. An absence is defined as
failure to report for and remain at work as scheduled; this includes
late arrival at work and leaving early as well. Absence then includes
all time lost from the job whether excused or unexcused, avoidable or
unavoidable. Exceptions to this definition are holidays, vacations,
half-days for donating blood, personal days, jury duty, a wedding day,
deaths in the immediate family, military leave, and approved family
medical leave. An absence is calculated by the number of occurrences and
not the total number of days off for each occurrence. Failure to report
an absence may result in disciplinary action up to and including
termination. If an associate is unable to come to work, it is his
responsibility to report his absence and the reason for the absence to
his department management by one half hour after his normal starting
time. All absences will be accurately recorded regardless of the length
or reason for the absence.

PARTIAL ABSENCES

A partial absence is defined as time off work that is either paid or
unpaid and totals less than 7.75 hours. An associate’s first absence,
irrespective of its length, counts as one absence. However, the
associate does not accrue a second absence until all previous partial
absences combined exceed 7.75 hours. The number of absences then remains
at two until the next 7.75 hour interval is passed. This policy is
expressed by the following table.

HOURS MISSED NUMBER OF ABSENCES

0 - 7.75 1

7.76 - 15.50 2

15.51 - 23.25 3 etc.

PERSONAL LEAVE DAYS

Each full-time associate will be provided four personal leave days
annually to be used for family responsibilities and/or personal
business. The following guidelines shall apply:

• Personal leave days may be used in either full day, half day, or
one-hour increments.

• Personal leave days used will not be counted as an absence against
an associate’s attendance record.

• A new associate must have completed the ninety day introductory
period before becoming eligible for personal leave.

• Associates hired mid year will receive personal leave days according
to the following; 1) Hired in the first quarter- 3 days; second-2 days;
third – 1 day; fourth- 0.

ATTENDANCE AND TIME OFF

• Up to one personal leave day may be carried over to the following
year.

• There will be no pay for unused personal leave days and they may not
be taken during a ten working day notice of resignation.

In situations where an associate needs a short amount of time (less than
one hour) those accommodations should be worked out with their
supervisor without using personal leave time. If the associate is to
make up the time, it must be done within the same work week.

EMERGENCY ABSENCE

In the event of an emergency (sudden and unforeseen occurrence) before
or during a work day, the associate will be paid for that day or portion
of that day he is absent. If further absence is required for the same
emergency, the associate will not be paid. It will be the department
management’s decision as to what constitutes an emergency.

HOLIDAY SCHEDULE

The following paid holiday schedule is observed each year:

New Year’s Day

Labor Day

Memorial Day

Thanksgiving (2 days)

Independence Day

Christmas (as outlined below)

When Christmas falls on: Days Off Will Be:

Sunday . . . . . . . . . . . . . . . . . . . . . . . .. . . . Monday and
Tuesday

Monday . . . . . . . . . . . . . . . . . . . . . . . . . . . Monday and
Tuesday

Tuesday . . . . . . . . . . . . . . . . . . . . . . . ... . . Monday and
Tuesday

Wednesday . . . . . . . . . . . . . . . . . . . . . . . . Tuesday and
Wednesday

Thursday . . . . . . . . . . . . . . . . . . . . . . . . . . Thursday
and Friday

Friday . . . . . . . . . . . . . . . . . . . . . . . . . . . . Thursday
and Friday

Saturday . . . . . . . . . . . . . . . . . . . . . . . . . . Thursday
and Friday

VACATION RULES AND SCHEDULE

You must be employed 90 days before being eligible for vacation. The
minimum amount of vacation to be taken at one time is one half day. When
a half day of vacation is taken, at least 3.75 hours must be worked. Job
performance, special needs, fairness, and seniority may be taken into
account by management when scheduling your vacation. Payment in lieu of
vacation time is not permitted except in the event of termination.

VACATION DAY SCHEDULE

CAL. YEAR HIRED

HIRED

January 1 thru June 30 (1Q,2Q)

After 90 days employment 5

July 1 thru September 30 (3Q)

After 90 days employment 3

October 1 thru December 31 (4Q)

After 90 days employment 0

The following schedule is applicable as seniority increases:

SERVICE VACATION DAYS

1 thru 4 years 10

5 thru 14 years 15*

15 thru 20 years 20*

21st year 21*

22nd year 22*

23rd year 23*

24th year 24*

25th year and thereafter 25*

* The associate is entitled to these days in the calendar year in which
he completes the

5th, 15th, 21st thru 25th year of full-time employment.

VACATION CARRY OVER

All regular full-time and part-time associates are entitled to carry
over up to ten (10) unused vacation days to the following year.

VACATION GENERAL RULES

When a part-time associate accepts a regular full-time position, the
vacation accrued during the last year of part-time status may replace
the Calendar Year Hired portion of the vacation schedule, if it is to
the associates’ advantage.

Rehired Associates - The following vacation rules apply to a rehired
associate:

During the calendar year of rehire the rehired associate’s vacation is
calculated the same as a new associate’s vacation.

During the first full calendar year after the year of rehire, the
associate is entitled to accumulated past service credit. Credit is
given to the rehired associate for all prior service, whether full-time
or part-time.

Even though credit for vacation is allowed rehired associates, the
preference in the scheduling of vacations within the department is
determined by the date of the last rehire.

Regular Part-Time Associates (Vacation Pay)

An associate must work a minimum of 1000 hours in the previous calendar
year to be eligible for vacation time. The amount of vacation time
credited to regular part-time associates is based on the average hours
worked and is determined as follows: Total the number of straight time
hours worked during the preceding year (including vacation days and
holidays). Divide this figure by 260 (the total number of working days
per year) to find the average number of hours worked per day. Multiply
the result by the number of days entitled to from the vacation schedule
to determine the number of hours of vacation pay due.

SICK LEAVE RULES AND SCHEDULE

Sick leave is when an associate is absent from work because of sickness
or disabling injury.

Two sick leave programs are available to regular, full-time associates
only. One is a non-contributory plan based on seniority. The other is a
contributory Long Term

Disability plan and is considered an associate group benefit. LTD is
selected at the option of the associate.

The non-contributory sick leave pays full salary or 60% of full salary
for each day of illness or disability up to the maximum number of days
for which the associate is eligible in each anniversary year. An
associate’s income for the period specified by the Sick Leave Schedule
according to their length of service. Each year on the associate’s
anniversary date of full-time hire, the amount of sick leave available
according to the schedule is restored.

If an associate is on unpaid sick leave, the department management must
notify Corporate Accounting to make arrangements for payment of benefit
premiums.

Under no circumstances can a paid holiday, personal time, or vacation
time be used to delay the initiation of the Sick Leave Schedule.

For the purpose of coding time sheets, use the following examples:

1. The associate is off ill the day before and the day after a holiday.
Code all days off as sick leave.

2. The associate is off ill the day before a holiday. Code all days off
as sick days.

3. The associate is off ill the day after a holiday. Code the holiday as
a holiday and the sick day as a sick day.

SICK LEAVE SCHEDULE

LENGTH OF SERVICE WITH FULL PAY 60% OF FULL PAY

4 Months - 1 Year 1 Week 1 Week

1 Year Anniversary 3 Weeks 5 Weeks

3 Year Anniversary 6 Weeks 7 Weeks

5 Year Anniversary* 8 Weeks 18 Weeks

8 Year Anniversary* 13 Weeks 13 Weeks

10 Year Anniversary* 26 Weeks

* - NOTE - Sick leave will be paid either by The Home Company or by a
combination of payments from

The Home Company and the LTD provider. However, in no case will the
combination of company and/or LTD provider payments exceed these stated
amounts.

REHIRED ASSOCIATES (SICK LEAVE)

Upon completion of the introductory period, credit for past sick leave
accrual is given to a rehired associate.

RECURRENT ILLNESS

When you have more than one absence that is caused by the same illness,
the total amount of time for which you can receive pay is the period
shown in the Sick Leave Schedule. Successive periods of disability,
separated by less than three (3) months of fulltime work, will be
considered one period of disability unless the subsequent disability is
due to an injury or sickness entirely unrelated to the cause or causes
of the previous disability.

PHYSICIANS STATEMENT

It is your responsibility to report your absence and the reason for it
to your supervisor. It is also your responsibility to furnish medical
reports verifying your inability to perform the essential functions of
your job and the length of time absent.

After you are off work for four consecutive days, you may be required to
provide a written statement from your physician for continuation of your
sick leave benefits. The Home Company may require an examination and a
statement of inability to work from a Company appointed physician.

When you are off work for ten consecutive work days or more, you must
submit a release from your physician when you return to work.

FAMILY AND MEDICAL LEAVE POLICY

It is the policy of the Home Company to grant up to twelve weeks of
family and medical leave during any twelve month period to eligible
associates in accordance with the Family and Medical Leave Act. The
leave may be paid, unpaid, or a combination of paid and unpaid depending
upon the specific circumstances of the situation.

To be eligible, the associate must have worked at least twelve months or
fifty-two weeks prior to the desired leave. In addition, he must have
worked at least 1,250 hours during the twelve month period immediately
before the date when the leave would begin. In cases in which the reason
for leave is foreseeable, The Home Company will require a 30 day notice
from the associate.

If the leave is a medical necessity for the associate or immediate
family member, medical certifications supporting the need for the leave
and need for continuation of the leave are required. If the leave is due
to a medical necessity for the associate himself, certification stating
the associate’s fitness for returning to work is also required.

Legitimate reasons for taking leave under this policy are:

1. Taking care of the associate’s child after birth;

2. The placement of a child with the associate for adoption or foster
care;

3. To care for the health of the associate’s spouse, child,
step-child, or parent with a serious health condition; or

4. A serious health condition which prevents the associate from
performing the essential functions of his position.

A serious health condition is defined as illness, injury, impairment, or
physical or mental condition that includes inpatient care at a hospital,
hospice, or residential medical care facility, or which requires
continuing care by a licensed health care provider.

The Home Company reserves the right to check on your status at any time
during your leave.

FUNERALS

The Home Company recognizes that a time of bereavement is a very
difficult one for associates. In order to accommodate associates during
this time, five days paid leave will be granted to associates for the
death of a spouse or child. Leave may be granted for up to three days
for the death of other close relatives, depending on the associate’s
relationship to the deceased. Bereavement pay for nonrelatives,
depending on the relationship, may be granted for one day. All leave is
granted at the discretion of the associate’s supervisor or manager.

WEDDINGS

A one day absence with pay will be given for an associate’s wedding,
even when the wedding is not on a work day. If the wedding is on a
weekend or paid holiday, the absence must be taken on the work day
closest to the wedding.

UNDEFINED ABSENCES

Absences of any nature not specifically referred to in this section of
the manual are to be discussed with the Manager Human Resources and
Organizational Development before commitments are made to associates.

ATTENDANCE AND CALL-IN REQUIREMENTS

The Home Company offer a necessary service to our customers. In order to
do this in a tradition of high quality, your supervisor depends on your
being on the job regularly and promptly. However, if you are unable to
come to work, it is your responsibility to report your absence and the
reason for your absence to your immediate supervisor by one half hour
after your normal starting time. You must notify your supervisor every
day you are off, unless directed otherwise. Failure to report your
absence may result in disciplinary action up to and including
termination.

TARDY PROBATION

Tardy is defined as not reporting to work at your assigned time. If you
have three (3) tardies in a sixty (60) day period, you will be counseled
on the importance of being at work on time. Being tardy on a continual
basis is habitual. If it is not addressed early, it can become a serious
problem. The first consultation is a verbal warning with a note being
placed in your department personnel file. Immediate correction of the
problem is expected. If there is one more tardy within the next thirty
(30) days, you will receive a written warning. If you have more than one
tardy before the end of the next thirty (30) days, you will be placed on
tardy probation.

You should also know:

1. Tardy probation is a sixty (60) day period starting from the date of
the last tardy.

2. When on tardy probation, non-exempt associates receive no paid
tardies and are docked in fifteen minute increments.

3. During the tardy probation period, there should be no more than one
(1) tardy.

4. While on tardy probation you are not eligible for a salary increase
or promotion.

5. Failure to correct the tardy problem may result in termination.

If your tardy record requires you to be put on probation a second time
within eighteen months after being removed from probation, you may be
terminated.

ABSENCE PROBATION

When you have two paid or unpaid absences in a three month period, or
five absences in a twelve month period you will receive a verbal absence
warning. When you have three absences in a three month period or six in
a twelve month period you will receive a written absence warning. When
you have four absences in a three month period or seven in a twelve
month period you will be placed on absence probation. The absence
probation policy is not altered if the department management should be
unable to issue a written warning at the time designated by this policy.
These guidelines are effective as of January 24, 2006. Exceptions to
this definition are holidays, vacations, half-days for donating blood,
personal days, jury duty, a wedding day, deaths in the immediate family,
military leave, and approved family medical leave.

You should also know:

1. The sick leave policy does not apply to non-exempt associates during
absence probation. Exempt associates are not docked without the approval
of the Human Resources Department. All time missed counts against the
attendance record.

2. For non-exempt associates, all absences are unpaid (Except for time
off for personal days, jury duty, a wedding day, death in the immediate
family, and military leave).

3. You will not receive a salary adjustment or a promotion during
absence probation. When you are on absence probation, you are expected
to correct your attendance record immediately.

If you are absent more than one time while on probation, you may be
terminated or placed on an extended probation for another sixty days.
There will not be a second extension period.

If your attendance record requires that you be placed on absence
probation within twelve months after being removed from absence
probation, you may be terminated.

An associate may be terminated for three absences during the
introductory period.

DOCTOR APPOINTMENTS

Increasingly, practitioners are not scheduling patients for evenings or
Saturday appointments. The Home Company does not make a salary deduction
when the employee must schedule his/her routine appointments (e.g.,
annual physical, dental appointments for preventative care) during a
work day. However, the absence will be recorded as a partial absence
(refer to Attendance and Time Off section - partial absences), and you
are encouraged to seek the very first appointment in the morning, or the
latest appointment in the afternoon. Absences for doctor appointments
related to a specific medical condition will be deducted from your
available sick leave. Personal Days are to be used when it is necessary
to schedule appointments for family members during a work day.

JURY DUTY

Serving on a jury when called is a civic duty and is fully supported by
The Home Company. While serving, your salary will continue, however, you
are expected to report to work when off for the day or excused early.

MILITARY LEAVE

Members of a reserve unit are allowed up to two-weeks leave each year
for duty. Your pay check will be the difference between military base
pay and your regular salary, provided your regular salary is more than
military pay. The time off for military leave does not affect your
vacation. Contact your immediate supervisor for details on the military
leave policy. A leave of absence will be granted to associates who are
called for regular active duty in the National Guard or a reserve
component of the armed forces of the United States. If the military pay
is less than the regular salary of the associate, the amount equal to
the difference will be paid by the Home Company. The difference between
the regular pay and the military pay will only be paid for a maximum of
24 months following call up during regular active duty. This paragraph
does not apply to call up for purposes of basic training, or any other
type of training.

EMERGENCY SHUT DOWN

If the Home Company is unable to be open for business on a regularly
scheduled work day, the announcement of closure will be broadcast on the
following radio and television stations:

WTVN - 610 AM

WSNY - 94.7 FM

WZAZ - 105.7 FM

WBNS 10 TV CHIO

ONN - CABLE

WCMH - TV 4 - CH4

WTVN - TV6 - CH6

OHIO

If the office is open and you reside in a county that is declared a
Level 3 emergency area, you are not expected to report to work. You will
be paid for that day if the Level 3 was in effect at the time of your
normal departure for work and the Level 3 remained in effect for at
least half of your normally scheduled workday. Should the Level 3 be
canceled whereby you could get at least a half day of work in, then you
are to report to work.

If the office is open and you do not reside in a Level 3 designated
area, you are expected to report for work. If you do not report for
work, your time off will be charged as a vacation day, personal day, or
if neither of the aforementioned days are available, you will be docked
a day's pay.

If the Home Company is forced to close the office early due to inclement
weather, all associates who reported to work will be paid. If you fail
to report to work due to weather conditions your immediate supervisor
will determine if you will be paid. If an associate had personal time
scheduled the day of an early closure, the personal time equal to the
amount of time between the early closure and the associate's normally
scheduled ending time will be credited back to the associate. By way of
an example: If we would close at 2:30 p.m., associates that normally end
their workday at 3:30 p.m. would have one hour personal time restored.
If the associate's normal workday ends at 4:30 p.m., two hours of
personal time would be restored.

During inclement weather situations, all managers are responsible for
ensuring that their departments are staffed to cover essential business
functions. Examples of essential areas are the Computer Operations,
Processing Accounting, Building Maintenance, and Mail Services
departments. Managers in these departments and any others that may need
special consideration have the authority to override the early closing
provision above as necessary to meet our business functions.

STATES OUTSIDE OF OHIO

The call center manager in conjunction with his/her Assistant Vice
President and/or Vice President will make the decision to close an
office. In states which have an emergency warning system the same
concepts as outlined for Ohio will apply. Otherwise, reporting
requirements will be left to the discretion of the branch manager.

GENERAL LEAVE OF ABSENCE

A leave of absence is an unpaid leave. If a paid holiday should occur
during the leave of absence, it is also unpaid and cannot be used to
extend the leave.

The decision on each request for a leave of absence is based on a number
of factors which include: length of service, attendance record, volume
of work in the department, etc.

The department manager has the authority to grant leaves of absence
which do not exceed five days. A leave of more than five days requires
approval of the department management, the assistant vice president, and
vice president of the area. Prior to a leave of absence of more than
five days, the department management must contact the Human Resources
Department to make arrangements for payment of benefit premiums

STATUS CHANGE

When an associate’s status changes (i.e. part-time to full-time status
or full-time to part-time status), all of an associate’s service with
The Home Company will count towards the associate’s vacation accrual.

WORKING HOURS - REST BREAKS

HOME OFFICE

Normal hours of operation for the home office are 8:00 AM to 4:30 PM
Eastern Standard Time. However, those departments which are required to
have necessary staff available to service our customers until 5:00 PM in
their applicable time zone, Eastern or Central, will provide appropriate
coverage.

CALL CENTER/REGIONAL OFFICES

Call Center Regional Offices will be open 24 hours a day 7 days a week.

GENERAL PROVISIONS

1. The standard work week is 38.75 hours, Monday through Friday, with
the week ending Saturday at midnight.

2. Limited flex time is permitted in some areas on a case by case basis
with approval from Human Resources.

3. There are no formal break periods. Associates are expected on a daily
basis to maintain a balance in meeting the responsibilities of their
position and tending to personal needs.

4. Lunch periods are 45 minutes in length scheduled with the approval of
the manager.