1. Overview
As a Language Professional, your eligibility to provide services for or on behalf of MasterWord depends on your performance quality and history of reliability. MasterWord expects you to fully honor the commitments you’ve confirmed. Dependability, high-quality service, and integrity are critical to MasterWord’s operations, and you, as a Language Professional, play a vital role in maintaining these standards.
Late arrival or absence without a valid reason and prior notice impacts everyone involved. Often, services cannot begin until you are present, and delays or absences erode client trust, potentially resulting in penalties for MasterWord.
If you foresee being late or unable to deliver services as agreed, you must notify MasterWord by phone at (281) 589-0810 as soon as possible.
Language Professionals are expected to arrive 15 minutes prior to the scheduled start time to ensure timely delivery of services. Unexcused tardiness or absences disrupt service delivery and negatively impact quality.
MasterWord monitors short-notice cancellations, tardiness, and unexcused absences and will follow up with necessary corrective actions.
2. Short-Notice Cancellations, Late Arrivals, and Unexcused Absences
MasterWord tracks all instances of cancellations, late arrivals, and unexcused absences. Each of these occurrences is reviewed by the MasterWord Compliance Team.
Cancellations, tardiness, or absences without proper notice or a valid reason may lead to a formal meeting to review the service level agreements and address any concerns related to service quality or delivery delays.
Any delays, absences, or cancellations must be communicated as early as possible to avoid disrupting scheduled services. Failure to meet this responsibility will result in further evaluation by MasterWord’s Compliance Team.
3. Remediation Activities
When short-notice cancellations, late arrivals, unexcused absences, or any other performance issues are identified, MasterWord will initiate remediation activities. This typically begins with a formal meeting to review the service and contract agreement, during which any concerns will be discussed and addressed. If these remediation efforts, including coaching, prove insufficient, further actions will be taken, such as reviewing for potential suspension of services or contract termination due to material breach of agreement. Additionally, Language Professional profiles will be updated to reflect any negative performance reports resulting from these issues.
4. Exceptions
MasterWord recognizes that certain circumstances beyond the control of Language Professionals that may lead to tardiness, absences, or cancellations. In such cases, exceptions may be considered to avoid penalties or negative performance reports, provided that sufficient and appropriate documentation is submitted for review. Below are examples of valid exceptions:
- Medical Emergencies: If a sudden illness or medical issue arises that prevents you from attending a scheduled appointment, MasterWord will accept a doctor’s note or other relevant documentation as verification.
- Accidents or Unexpected Incidents: If you are involved in an accident or any unforeseen incident (e.g., car trouble, injury), official documentation, such as a police report or a repair receipt, can serve as proof.
- Bereavement: In the event of the death of a close family member or loved one, MasterWord understands the need for immediate absence and will accommodate requests.
- Military Deployment: For those called to active duty, documentation such as deployment orders will be accepted.
- Natural Disasters and Force Majeure Events: Circumstances such as natural disasters (e.g., hurricanes, floods, earthquakes) or other force majeure events (e.g., civil unrest, government lockdowns) that prevent you from attending will be reviewed on a case-by-case basis.
- Family Emergencies: Serious, verifiable family emergencies, such as hospitalization or critical condition, will also be considered valid reasons for delay or absence, provided sufficient documentation is provided for review.
Documentation Requirements
In all cases where exceptions are requested, you are encouraged to provide notice and supporting documentation as soon as reasonably possible. Failure to communicate in a timely manner and provide appropriate documentation may result in the exception not being granted.
Evaluation of Exceptions
Each request for an exception will be evaluated by MasterWord’s Compliance Team on a case-by-case basis.
While valid reasons may be present, repeated occurrences will be subject to review, especially if they indicate a pattern of unreliability.
MasterWord will collaborate with you to ensure a fair evaluation of each situation; however, the final decision regarding any exception will be made by the Compliance Team.