ABS Arbor Building Services, Inc.

Heavenly Hands Home Cleaning Service

Employee Manual

Section

1

A R B O R B U I L D I N G S E R V I C E S , I N C .

H E A V E N L Y H A N D S H O M E C L E A N I N G S E R V I C E

Employee Manual

First Edition: March 30, 2005

Written by: Ron Wilbanks

Arbor Building Services, Inc. 2500 Packard Road • Suite 209 Ann Arbor, MI 48104-6864

Phone 734.971.7890 • Fax 734.971.0872

Mission

Arbor Building Services, Inc. is a dynamic, for profit organization dedicated to providing the highest quality

snow removal, industrial and home cleaning services to the clients we serve. From the smallest house to the

largest office buildings, Arbor Building Services, Inc. offers the highest degree of professionalism at all times.

The Company is an equal opportunity employer, which seeks to make the community that it serves a better

place to live.

The purpose of the manual is to familiarize you the employee with what is expected of you while employed in the

service of this company. By following this document and all that follows, will insure that everyone will have an

enjoyable and fulfilling experience at this company.

Table of Contents

Mission i

C H A P T E R 1

Rules and Regulations 1

Disciplinary Action 4

Alcohol and Drug Policy 7

No Smoking Policy 8

Sexual Harassment Policy 9

Dismissal Procedures 11

C H A P T E R 2

Health and Safety 12

Hazardous Materials 12

Hazmat Placards 13

Medical Emergencies 16

Severe Weather 17

Lightning Safety Rules 17

Severe Thunderstorm & Tornado Safety 18

C H A P T E R 3

FUTURE USE 1

FUTURE USE 1

FUTURE USE 2

FUTURE USE 2

FUTURE USE 3

FUTURE USE 3

C H A P T E R 4

FUTURE USE 1

FUTURE USE 1

FUTURE USE 2

FUTURE USE 2

FUTURE USE 3

FUTURE USE 3

FUTURE USE 3

Rules and Regulations

Remember: Courtesy, Respect, Safety, Service, and Pride are the main goals we strive for with every client.

ll personnel are expected to follow acceptable business and professional

principles in matters of business and personal conduct as Arbor Building

Services Inc. employees accepting responsibility for the appropriateness of

their own conduct, and to exhibit a high degree of personal and

professional integrity at all times. It is impossible to list all forms of conduct that

might be considered inappropriate. Certain behaviors (such as theft, fighting, and

threats of violence, violation of the alcohol and drug policy, insubordination,

falsification of records) are clearly unacceptable at any time in any workplace.

Other forms of conduct (such as failure to cooperate with other employees,

harassing or intimidating others, rudeness), while often more subtle, are also

unacceptable.

Arbor Building Services, Inc. expects all employees to adhere to the following

general principles:

1. Observe the highest standard of professionalism at all times.

2. Perform responsibilities in a manner consistent with values and ethical standards.

3. Comply with all laws, policies and regulations applicable to the company.

4. Treat others, including clients, vendors and employees, with dignity and respect.

5. Perform job responsibilities at a satisfactory level.

Unsatisfactory performance, work habits, overall attitude, conduct or demeanor;

violation of company policies, procedures, or guidelines; or any other behavior or

conduct deemed inappropriate by the company may lead to disciplinary action, up

to and including dismissal of employment.

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1. Employees are expected to be on time. The workday starts at 8:15 a.m.,

Monday - Friday, but you may be asked to work some Saturdays if the

workload calls for it.

2. Employees are requested to make out their schedules 30 days in advance.

This is to give management ample time schedule clients and employees in

the most efficient manner possible.

3. When arriving at the main office, maids shall pickup their team binder,

which will have your daily assignments contained inside. Every effort will

be made to provide you with accurate directions on how to arrive at your

assignments, perform the job properly, and any special cleaning instructions

once inside the residence.

4. Some clients have provided us with keys and alarm codes for their

residences. DO NOT give out the alarm codes or make copies of any keys

without permission from company management.

5. DO NOT make any disparaging comments about a person, place of

business, their home or both, while any client is present. Save these

comments for when you are alone or back at the office.

Disciplinary Action

Disciplinary action will be handled in a manner that management considers

appropriate dependent upon the nature of the violation. Arbor Building

Services, Inc. reserves the ability to terminate an employee immediately based

on the severity of the violation without utilizing progressive discipline.

Moreover, we will utilize progressive discipline by taking one or more

disciplinary actions. These include, but are not limited to the following:

Verbal warning.

Written warning.

Suspension, without pay.

Extension of training period.

Probation.

Performance improvement plan.

Involuntary termination/dismissal for cause.

Other (demotion/transfer).

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Some examples of situations that may result in disciplinary action or dismissal

for cause include:

1. Conviction of a criminal offense or misdemeanor involving moral

turpitude, sexual offenses or crimes, or a felony of any nature.

2. Violation of any provisions of the policies, procedures, rules and

regulations of Arbor Building Services, Inc., or an attempt to or

commission of any act, or acts intended to nullify, or mitigate any

provisions of these policies and procedures.

3. Employees are strictly prohibited from unauthorized access, entry,

alteration, tampering, falsification, copying, or distribution of client,

personnel, payroll, or other records. Violations shall include attempting

to assist, or conspiring to assist another employee in committing the

offenses outlined above. Employees or others in violation of this policy

will be discharged at once.

4. Exhibition of written, verbal threats or physical violence.

5. Any misconduct related to work performance such as willful and

intentional disregard for the employer’s interest, improper behavior,

lying or intentional wrongdoing. Any conduct unbecoming employees

of Arbor Building Services, Inc. This includes any behavior or conduct

deemed inappropriate by the Management, arrest, offensive conduct or

language toward the clients, public, visitors and Arbor Building

Services, Inc. employees.

6. Insubordination - Refusal to carry out a legitimate work assignment,

failure to obey any lawful and reasonable direction made and given by a

supervisor, intentional slow downs, defiant or insolent behavior.

7. Continual antagonistic behavior toward superiors or fellow employees,

criticizing orders or rules issued and policies adopted by supervisors, or

conducting themselves as to interfere with the proper coordination of

the employees of Arbor Building Services, Inc. to the detriment of the

objectives to be accomplished.

8. Excessive absenteeism or lateness (including unauthorized extensions

of lunches and breaks or leaving early without prior approval).

9. Absences without approved leave for more than three consecutive work

days (abandonment of position) during the snow removal season.

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10. Incompetence, negligence or inefficiency to such an extent that

performance falls below reasonable minimum standards.

11. Behaviors which negatively influence the work of others.

12. Intoxication or under the influence of alcohol, intoxicants or narcotics

while working or while representing Arbor Building Services, Inc. in an

official capacity.

13. Carelessness or negligence with property of Arbor Building Services,

Inc.; stealing or misplacing/misusing equipment, materials, property or

any other thing belonging to Arbor Building Services, Inc. or any

component thereof.

14. Misappropriation of employee, client or company funds and accounts.

15. Taking any fee, gift or any thing in value in the course of his/her work

or in conjunction therewith for special consideration.

16. Falsification of any records, including time records, or failure to report

absences from duty to respective superiors in accordance with the

prescribed procedures.

17. Incapacity to a degree that the employee cannot carry out his/her

prescribed duties.

18. Possession of a firearm or any other weapon.

19. Failure to disclose or providing intentionally misleading information in

securing or maintaining a position.

There may be other situations that would constitute grounds for disciplinary

action or dismissal for cause that are not listed here. Contact management for

further guidance.

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Alcohol and Drug Policy

Arbor Building Services, Inc. is dedicated to the well-being of its employees

connected with this company. Concerned with the misuse of alcohol and other

drugs (both licit and illicit), it is the policy of this company to enforce an

absolute zero tolerance policy regarding this matter. The purpose of this policy

is to:

A. Ensure that employees are not impaired in their ability to perform

assigned duties in a safe, productive, and healthy manner.

B. Create a workplace environment free from the adverse effects of drug

and alcohol abuse or misuse.

C. Prohibit the unlawful manufacture, distribution, dispensing, possession,

or use of controlled substances.

D. Encourage employees to seek professional assistance at any time

personal problems, including alcohol or drug dependency, adversely

affect their ability to perform assigned duties.

Arbor Building Services, Inc. recognizes that the possession and/or use of

certain substances are illegal, and is obligated to comply with local, state, and

Federal laws, including but not limited to the Omnibus Transportation

Employee Testing Act of 1991, and associated U.S. Department of

Transportation and Federal Transit Administration regulations, and the Drug

Free Workplace Act of 1988. Moreover, if you are found to be in violation of

any portion of this rule section, especially in regards to the use of illicit drugs,

this information will be turned over to the appropriate law enforcement agency

for criminal prosecution.

1. While on the clock or engaged in any company related-activity,

employees must be in a fit condition to perform appropriately. Being

under the influence of alcohol and/or drugs is prohibited and may

subject the individual to disciplinary action, up to and including

dismissal. All aspects of this policy will be applied in an unbiased and

impartial manner.

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2. Employees will be evaluated on their work performance. If alcohol

consumption or the use of any other drug affects an employee's

performance, appropriate action will be taken. However, if an

employee's performance continues to deteriorate, Arbor Building

Services, Inc. will discipline the employee based on his or her job

performance. Poor job performance will lead to discharge.

3. Educational and training material is available from the Human

Resources Office (HRO) for employee assistance.

4. Employees who engage in any illegal activity involving alcohol or other

drugs that violate company policy are subject to dismissal.

No Smoking Policy

Arbor Building Services, Inc. is committed to providing its personnel with a

smoke-free work environment to protect the health, welfare, and comfort of all

employees from the adverse effects of tobacco smoke from cigarettes, cigars,

and pipes. The intent of this policy is to avoid conflict between smoking and

non-smoking employees, management, and to ensure accommodations for

nonsmokers' preferences. The scope of the policy is as follows:

1. Smoking is prohibited on all company property. This includes the

computer operations room, management offices, reception areas,

restrooms, and hallways inside 2500 Packard Road, and other common-

access areas.

2. Smoking is strictly prohibited inside ALL company vehicles.

3. Smoking is prohibited downstairs in the storage closets, or where any

chemicals, or cleaning supplies are located at.

4. Smoking is prohibited while at a client’s house, or place of business.

You may, however, smoke outside the front entrance of 2500 Packard Road,

but do not discard any cigarette or cigar butts on the ground. Dispose of them

in a clean and safe manner, so not to cause any fire hazard.

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Sexual Harassment

It is the intent of Arbor Building Services, Inc. to protect all employees from

sexual harassment. Sexual harassment is a violation of Title VII of the Civil

Rights Act of 1964. Sexual harassment undermines the integrity of the

employment and working environment, debilitates morale, and interferes with

the effectiveness of employees and management. In accordance with the Equal

Employment Opportunity Commission’s promulgated guidelines, unwelcome

sexual advances, unwanted requests for favors of a sexual nature, and any other

unwanted verbal or physical conduct of a sexual nature are considered sexual

harassment if:

A. Explicit or implicit submission to sexual overtones is made a term or

condition of employment or academic program status.

B. Employment status decisions are made on the basis of whether

submission to or rejection of sexual overtones occurred.

C. A sexually intimidating, hostile, or offensive atmosphere unreasonably

interferes with an individual’s work or performance.

At Arbor Building Services, Inc., sexual harassment of or by employees

includes:

1. Unwelcome or unwanted sexual advances. This includes unwelcome

physical contact or sexual advances considered unacceptable by another

individual.

2. Requests or demands for sexual favors. This includes subtle or blatant

pressures or requests for any type of sexual favor, accompanied by an

implied or stated promise of preferential treatment or negative

consequence concerning one's employment status.

3. Verbal abuse that is sex-oriented or considered unacceptable by another

individual, as well as sexually derogatory comments. This includes

commenting about an individual's body or appearance when such

comments go beyond mere courtesy, telling jokes that are clearly

unwanted and considered offensive by others, or other tasteless

sexually-oriented comments, innuendoes, or actions that offend others.

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4. Engaging in any type of sexually orientated conduct that would

unreasonably interfere with another’s performance while engaged in a

company work assignment. This includes extending unwanted sexual

attention to someone that reduces personal productivity or time

available to work on assigned tasks.

5. Creating a work environment that is intimidating, hostile, or offensive

because of unwelcome or unwanted sexually-orientated conversations,

suggestions, requests, demands, physical contacts, or attentions.

Arbor Building Services, Inc. will not tolerate sexual harassment. Sexual

harassment is an insidious practice. It demeans individuals being treated in such

a manner, and creates unacceptable stress for the entire organization. Persons

harassing others will be dealt with swiftly and vigorously.

Normal, non-coercive interaction that is acceptable to both parties is not

considered to be sexual harassment.

All allegations of sexual harassment of or by an employee, client, or vendor

will be promptly and thoroughly investigated by the management and should be

reported promptly to Vice President.

Any individual who violates any portion of this policy will be subject to

disciplinary action, up to and including discharge.

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Dismissal Procedures

Any manager or supervisor with the authority to hire and dismiss employees

may dismiss a subordinate employee under his/her jurisdiction at any time in

consultation with the President or Vice President of the company.

Before the effective date of any such dismissal, Arbor Building Services, Inc.

through the manager or supervisor should work with management prior to any

communication with or adverse action toward the employee.

In the event of a discharge, the following will apply:

1. The supervisor will work with management to go over specifics leading

up to dismissal to determine if discharge is appropriate action to take.

2. The office manager will forward dismissal paperwork through the

President or Vice President for processing the dismissal forms and for

the distribution of the final salary payment.

3. Final salary payment will be based upon the number of work days

completed, and any deductions needed to replace damaged or lost

equipment. Wages in lieu of notice may be appropriate; hence,

management will make this determination. Any over payment or under

payment will be reconciled at the time of dismissal.

If an employee feels that they have facts that support that they have been

subjected to an adverse personnel action resulting in the loss of pay (i.e.,

discharge, suspension, demotion), they are entitled to utilize the grievance

procedure. The following employees will not be subject to the grievance

procedure:

Employees within any probationary or orientation period.

Contracted employees.

Temporary, on-call and substitute employees.

Seasonal snow removal employees.

Executive personnel - executive employees reporting directly to and

serving at the pleasure of the President and Vice President.

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Health and Safety

Hazardous Materials

When it doubt, always assume worst case scenario when dealing with hazardous chemicals.

veryday, we come in contact with chemicals, which under normal

circumstances make life much easier for all of us. There are, however,

certain times when these everyday items can be misused or accidentally

mixed together causing a potentially life-threatening scenario to unfold,

where seconds can mean the difference between life and death. This section will

attempt to help you identify potential hazards and how to deal with them

effectively.

When working with any chemicals, such as cleaning agents or other common

materials, the following rules must be observed at all times:

1. Use only the chemicals required for a particular process, do not make any

substitutions.

2. Review the safety information on all products and understand how to use

them properly.

3. Fully understand any hazards that might be associated with the chemicals

you are using and know the associated health risks.

4. Wear proper eye protection if required.

5. If you happen to get any chemical agents into your eyes, mouth or nose, rise

and flush this area immediately, in concurrence with the prescribed safety

rules for that product.

Chapter

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Hazmat Placards

Title 49 of the Code of Federal Regulations (CFR), requires that all areas where

hazardous chemicals are stored or transported must have a placard marker that

clearly identifies the immediate threat to human life from the chemicals contained

therein. The following is a complete list of placards that you might see or come in

contact with. Please observe all safety rules for the handling and use for any of the

following items:

Class 3: Flammable Liquids

RED indicates flammables and combustible materials, whether liquid, solid or

gaseous, such as gasoline, gasohol, kerosene or diesel fuel.

The red placard indicates the cargo is easily ignitable. Explosion is possible and

vapors may cause dizziness or suffocation. Vapors could ignite. Do not approach

closer than one kilometer (one-half mile) in all directions, especially if the container

is on fire.

Class 5: Oxidizers

YELLOW indicates any substance that may react violently with other chemicals

producing toxic or flammable gases.

The yellow placard indicates materials that may react violently with other

chemicals. These reactions may vary. For example, organic peroxide may ignite by

itself if exposed to air or heat, sparks or flames. It may burn rapidly much as a flare.

Liquid oxygen may cause frostbite and vapors should be avoided. A flare may

produce irritating or harmful gases. During an emergency, stay upwind. Since many

of these gases are heavier than air, it is advisable to avoid low areas where

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Class 6: Poisons

WHITE indicates any substance such as poison, poison gas, chlorine or corrosive

materials which present a severe health hazard.

The white placard, often with the skull and crossbones symbol, indicates a severe

health hazard. The substance may be poison gas, insecticide, fungicide,

hydrochloric acid, chlorine, hydrogen cyanide or other injurious substance. Always

approach from upwind. Stop and retreat if dizziness or other symptoms occur or if

odors are present.

Class 8: Corrosive Liquids

Read above for Class 7

Class 9: Miscellaneous

Used when extra caution is needed.

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The following placards will NOT be found in any capacity at this company, but are

presented here for reference only:

Class 1 Explosives

ORANGE indicates explosives or blasting agents.

An orange placard indicates materials that (a) explode or detonate such as

dynamite and military rockets; (b) deflagrate, such as gunpowder; and pop,

such as blasting caps and fireworks. In emergency situations, stop all traffic and

clear the area for one-half mile in all directions.

Class 2 Compressed Gasses

GREEN indicates a highly pressurized substance which could explode in the

heat of a fire.

The green placard indicates highly pressurized materials and gases such as

nitrogen, carbon dioxide or other non-flammable gases. Although the

substances may not ignite readily, they may be harmful if they are inhaled.

Vapors can be extremely irritating and burn the skin or eyes. Contact with

pressurized liquid may cause frostbite. The container may explode in the heat

of a fire.

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Class 7: Radioactive Materials

Medical Emergencies

In medical emergencies, workers should follow these general guidelines:

1. Remain calm.

2. Call 9-1-1 for emergency response.

3. Initiate lifesaving measures if required.

4. Contact management immediately.

5. Do not move injured person unless there is danger of further harm.

6. Keep injured person warm.

7. If hazardous chemicals are involved DO NOT move, or go near the victim

and stay clear of the area. You would only be placing your own life at risk

by attempting to rescue them.

Chemical Spill on Body

1. Flood exposed area with running water from faucet or shower for at least 5

minutes.

2. Remove contaminated clothing at once.

3. Make sure chemical has not accumulated in shoes.

4. Obtain medical attention, if necessary.

5. Report the incident and exact location to management immediately.

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Hazardous Material Splashed in Eye(s)

1. Immediately rinse eyeball(s) and inner surface of eyelid(s) with water

continuously for 15 minutes.

2. Forcibly hold eye(s) open to ensure effective wash behind eyelids.

3. Obtain medical attention.

4. Report incident to management immediately.

Minor Cuts and Puncture Wounds

1. Vigorously wash injury with soap and water for several minutes.

2. Use first-aid supplies if available.

3. Obtain medical attention.

4. Report incident to management immediately.

Severe Weather

Michigan is a state that has a much diversified climate, which often leads to some very dramatic clashes between the seasons. Each year around the nation, more people are killed by floods and lightning than by hurricanes and tornadoes. Our state is no exception to this rule. By carefully following these safety rules you can avoid becoming a statistic:

Lightning Safety Rules

Lightning actually kills more people every year, on average, than tornadoes in the

United States and here in Michigan. It is the NUMBER TWO KILLER, behind

flooding, in nature. We get thousands of thunderstorms in Michigan each year, and

each one is a potential threat to life.

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Sadly, most people who are killed by lightning put themselves in unnecessary

danger. The top places for people to get killed by lightning are on ball fields, golf

courses, boats, and tractors without cabs. Did you know that lightning can strike the

ground 16-20 kilometers (10-12 miles) from the parent storm? This is called a "bolt

from the blue" and can pose a serious threat. This is why we tell people to take

shelter from the storm AS SOON AS YOU CAN HEAR THE THUNDER!

Once you are inside, however, there are a couple of things you will want to

AVOID:

1. Talking on a corded telephone.

2. Touching electrical appliances that are plugged into the wall. Lightning can

travel down the telephone and electricity lines and shock you if you are

using one of these. Of course, a cordless phone will offer ample protection

from electrical shock.

3. AVOID is taking a bath or shower or doing the dishes by hand. Lightning

has been known to follow the metal pipes in the house and shock a person

that is in contact with the water or the water fixtures.

Finally, if you are around a person that is struck by lightning, you will usually find

that their heart has stopped beating due to the electrical shock. It is usually quite

simple to revive them with standard CPR. Now be a good time to learn CPR if you

are not already certified.

Severe Thunderstorm &

Tornado Safety

Michigan lies on the northern most extent of an area commonly called “Tornado

Alley,” which has the highest incidence of deadly twisters in the nation from March

until September. Each year, there are on average over 850 of these potentially

dangerous storms that strike across the United States Due to increased public

education over the past 35 years, the number of deaths and injuries have decreased

dramatically. Moreover, technology has lead to improved warnings, which save

more lives every year. However, by understanding the following safety rules can

mean the difference between life and death if you are confronted by one of these

storms, or when a Tornado Warning is issued for this area.

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1. Know the difference between a Severe Thunderstorm/Tornado

Watch and a Severe Thunderstorm/Tornado Warning:

A Severe Thunderstorm/Tornado Watch means that weather

conditions are favorable for the development of Severe

Thunderstorms and/or tornadoes. At this time you should listen

to NOAA Weather Radio, commercial radio, or TV for further

statements and possible warnings.

A Severe Thunderstorm/Tornado Warning means that a

Severe Thunderstorm or a tornado has been spotted by the

public, or indicated by Doppler Radar. You should move to a

place of safety immediately upon hearing or being notified of a

warning. Remember, seconds save lives!

2. Seek shelter under a sturdy table in the basement, or the lowest level of

the house or building that you are in.

3. If no basement is available, go to a first floor, small interior room or a

room on the opposite side from a tornado. Stay away from windows.

4. In schools, churches, and shopping centers, go to designated shelters

away from outside walls, glass, and large rooms (malls, auditoriums).

Get under a table or counter or in a restroom or small storeroom. DO

NOT GO TO YOUR PARKED VEHICLE.

5. While in a building that we provide contracted services for, please

familiarize yourself with their safety plans and know where to go when

the alarm sounds.

6. In a vehicle, drive away at a right angle to the storm’s movement. DO

NOT GET CAUGHT IN YOUR VEHICLE. Abandon your vehicle and

lie in a ditch, culvert or under a low bridge.

7. In mobile homes, seek safety at once in a designated safety shelter. As a

last resort, lie down in a ditch, depression or culvert.

8. Most communities have outdoor warning sirens, which are used to alert

the public to imminent, large-scale, life-threatening emergencies. The

signal for a Tornado Warning is a steady three-to-five minute blast.

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