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Orientation Packet
for

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Welcome!

On behalf of TriStaff Group, we would like to welcome you and thank you for choosing
to work with us. We are excited about the opportunity to work with you and want to
insure your success on your assignments with TriStaff.

This orientation packet is designed to help you get accustomed to the environment
while on assignment at Santa Barbara Tax Products Group (TPG) and provides you a
review of TriStaff guidelines. Please familiarize yourself with these guidelines.

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Who is Santa Barbara Tax Products Group?

Santa Barbara Tax Products group (TPG) is located in La Jolla, California and was
established in 2010 upon the sale of the Santa Barbara Bank & Trust Tax Products
Division.

Building on a legacy of nearly 20 years of industry leadership and superior customer


support, TPG, in cooperation with its banking partners, provides fairly-priced quality
financial products which deliver true value and satisfy consumers needs. TPG offers tax-
related financial products through a network of tax preparation franchises, independent
tax professionals and online tax preparation providers.

TPG Mission Statement

Santa Barbara Tax Products Group offers quality financial products to the
E-File industry that satisfy consumers needs, are priced fairly and provide
true value. Our program will be known by our superior customer service
and the dedication and excellence of our tax preparation professionals

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Time Keeping & Pay Checks

Accurately recording time worked is the responsibility of every TriStaff employee. Time
worked is all the time actually spent on the job performing assigned duties. You will
clock in and out four (4) times each day on the TriStaff time clock.

Pay Rates: Training pay rate: First time hires -$10.50/hr. for first 40/hours worked on
designated start date of actual assignment $12.50/hr. for hours worked thereafter.
Returning hires - $11.00/hr. for first 40/hours worked on designated start date of actual
assignment, $13.00/hr. for hours worked thereafter.

Clocking in and out correctly is your responsibility.


Excessive incorrect or missing punches may be grounds for ending your assignment.

Pay Day is Friday


You will be paid on a weekly basis for the hours completed the previous week.

Your paycheck stub will be emailed to you each week.

We offer direct deposit or Global Cash Card. You may obtain a direct deposit or Global
Cash Card form from your TriStaff Group office. This process takes approximately one
week to activate.

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Global Cash Card
TriStaff has added a new Global Cash Card Visa prepaid card. This will assist us to go to an electronic
payroll system while adding a new benefit to employees. All employees will have the option of
choosing one of our preferred payroll options, either direct deposit to a financial institution of your
choice or a Global Cash Card Visa prepaid card.

How it works:
Your wages will be deposited onto the Global Cash Card Visa prepaid card each pay period for
immediate use. Guaranteed approval with no bank account or credit check needed.

1. Access your money in many ways:


Make signature purchases with No Fee at any merchant that accepts a Visa prepaid card
Withdraw funds at Allpoint Network surcharge-free ATM locations
(Over 55,000 worldwide)
Receive cash back after making a debit purchase at many locations
2. Benefits:
Cashless transactions protect your money from theft
No more check cashing fees, purchasing money orders or waiting on your paycheck
Better money management and more accurate budgeting when you track your transactions
from your smart phone, on-line, or on the phone
3. Set up paycard alerts and two-way texting:
Receive email and text message alerts when your paycard is loaded on payday
Receive low balance alert when paycard balance falls below a predetermined amount
Text and receive your paycard balance, activity, and payroll loads within seconds

Advantages of a Paycard:
No fee for texting and email alerts On-line bill pay system
No fee for enrollment in Rewards Programs No fee for mobile banking, two-way texting

Family cards for Family members No fee for bilingual customer service
No fee for card to card transfers 24/7/365

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Emergencies

From time to time there are emergencies, both man-made and natural, which can affect
our employees.

In the event of an injury, please notify your TPG Manager / Supervisor, as instructed,
and your TriStaff Group representative immediately without hesitation. Please be
advised that TriStaff Group requires a post-accident drug test that will be administered
if medical assistance is needed.

In the event of a natural disaster call TriStaff Emergency Number: 619-807-1123 (24/7)
(If you have any questions or concerns, please dont hesitate to call your TriStaff Group
representative.)

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Communication

If you are going to be absent or late for ANY reason . . .

Call TriStaff: Denise Ferraris Cell: 619-807-1123


Please DO NOT call your TPG Manager

IMPORTANT POINTS TO REMEMBER


CALL AS SOON AS YOU KNOW YOU WILL BE ABSENT or LATE.
Call NO LATER than one hour prior to the start of your shift.
If you are absent and do not call, YOUR ASSIGNMENT may BE ENDED!
Repetitive tardiness or absences are also grounds for termination from employment with
TriStaff.

If you are unable to report to work due to an illness or injury, you must notify TPG and
TriStaff at least ONE HOUR BEFORE the scheduled start of your shift. TPG and TriStaff
must be contacted for each additional day of an absence. You will only be paid for actual
hours worked and/or a properly processed request for sick pay, if earned. If you do not
contact TPG and TriStaff, you assignment will be ended.

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Attendance

Shift Policy
Employees MUST work the shift to which they have been assigned. Switching shifts is not allowed.

Please be advised that it is likely your shift will change throughout the course of your time at TPG.
Since you signed an agreement that you are available to work from 6 a.m. to 6 p.m., Monday through
Friday and Saturdays, you must switch shifts when instructed understanding that you are not assigned
a permanent shift.

Attendance Policy
Employees must call their TPG Manager and/or Supervisor, as instructed, and TriStaff prior to the
start of the shift when late or absent. If you are absent and do not call, your employment may be
terminated.

Tardiness Policy
You are considered to be tardy if you ARE NOT in your seat with your computer and telephone logged
in and ready to take a phone call by the start of your scheduled shift.
Although we understand you may be tardy on occasion, repeat tardiness will result in a verbal warning,
escalating to a written warning, and if the issue is not resolved, may lead to termination of the
assignment.

Length of Assignment
The length of your assignment is determined by two factors:
Call volume
Your performance
Policy compliance

While call volume dictates how many Seasonal Customer Service Reps (CSRs) TPG employs at any one
time, TPG continues to need CSRs all the way through the tax season.
Thats where your overall job performance comes into play. This includes, but not limited to:
attendance, your ability to learn & adapt, punctuality, attitude, etc. These factors will help determine
how long you stay. While TPG will pare down our seasonal staff, the CSRs who perform well have an
opportunity to stay much longer.

First Day Arrival


On the first day of your new assignment, you should report to the TriStaff representative located in the
lobby of TPG. Please arrive at least 15 minutes early in order to receive all necessary assignment
information.

Training
Training is mandatory for the first three days on assignment.** The pay rate for training is $10.50
for new hires and $11.00 for re-hires for the first 40 hours. If you miss any of the first three days of
training, your assignment may be terminated. During your training period, you will be required to pass
exams on the training you have received. Training hours are from 7:00 a.m. to 4:00 p.m., and training

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days can be from Monday through Saturday. Being on time with perfect attendance is expected. **
(Training in the Shipping Department is only one day and it is mandatory).

Early Arrival
Employees that arrive early for their shift are asked to wait in the lunch room. You are not to be seated
on the customer service floor sooner than 10 minutes prior to your shift starting, unless you see that
there is a Lead Rep on the floor.

Overtime
Your Supervisor must approve all requests for overtime. In addition, TPG may require you to work
overtime on occasion to meet business needs. Should such a situation of mandatory overtime occur,
you must participate as directed by TPG.

Breaks and Meal Periods


Your workday contains two mandatory 10-minute paid breaks and one 30-minute non-paid meal
period. Part-time employees that work past six (6) hours in a day must take a 30 minute non-paid meal
period.

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Dress Code
Casual days are permitted every day when youre at the San Diego office, unless directed otherwise by
your supervisor due to client or other meetings. The following guidelines apply:

Nice jeans are fine. This means the jeans cannot have any holes, rips or stains. Shorts are not
permitted.
Nice casual shoes may be worn. This includes tennis shoes and sandals (but not flip flops) that
are in nice, clean condition.
Shirts/blouses need to be (a) collared or (b) non-collared provided they are nice shirts that
typically do not have collars, such as sweaters. This means no T-shirts, sweatshirts, jerseys,
tank tops, or similar shirts.
No hats, caps, or other headwear is permitted.
Clothing designed for the beach, yard work, dance clubs, or exercise is not appropriate for
office attire.
Revealing clothing that exposes your back, stomach, chest, or too much cleavage is
inappropriate.
Clothing that has any terms or pictures that may be offensive to other employees is
unacceptable. Wording that references a sports team or a university is generally acceptable.
Casual dress does not apply when traveling for business. Business casual dress applies in those
circumstances unless the party you are meeting with indicates otherwise.
If clothing fails to meet these standards, as determined by the employees supervisor, the
employee will be asked not to wear the inappropriate item to work again. If the problem
continues, the employee may be sent home to change clothes.
This also applies to the office for weekends; however, dress may be more casual during
weekends outside of the tax season, subject to your supervisors approval.

PROFESSIONAL APPEARANCE
A neat, professional appearance is expected of all employees when at work. Good taste, cleanliness
and neatness in dress and grooming create a good impression and projects the professional image the
Company wishes to maintain. Generally, the Companys dress code policy is business casual attire
Monday through Thursday and casual dress on Fridays when employees may choose to wear jeans
[Note: For TPG, casual dress is permitted all week as set forth above]. From time to time, when the
Company expects special visitors, employees may be asked to dress in more formal business attire.
Management will give advance notice when this occurs. Any employee who does not meet the
standards of this policy will be required to take corrective action, which may include leaving the
premises. Nonexempt employees will not be compensated for any work time missed because of failure
to comply with this policy.

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Clean Desk Policy
TPG utilizes a Clean Desk Policy that prohibits all seasonal employees from possessing a number of
items in Customer Service on the 1st floor.

PROHIBITED ITEMS

In order to implement this policy, Seasonal Employees are prohibited from bringing the following items
on the Customer Service floor (1st floor):

ALL electronic devices (you MAY NOT carry them onto the floor in a pocket)
ALL bags (this includes, but is not limited to): Purse, Backpack, Shoulder Bag, Lunch, Tote,
Satchel, Duffel, Athletic, Travel, Book, etc.
ANY bag carrying food and / or drink
External memory devices (cell phones, iPods, flash drives, floppy discs, CDs, etc.)
Keyboards (unless medically necessary and documentation is provided)
ALL writing utensils
ANYTHING that can be written upon
LOCKERS
Each seasonal employee will be assigned a locker
ALL prohibited items must be stored in your locker
These are the only times you may remove prohibited items from your locker:
o During one of your assigned 10-Minute Breaks
o During your assigned Lunch Break
o When you leave daily at the end of your shift
ALL lockers MUST be emptied at the end of your shift. Lockers are for DAY USE ONLY
Lockers may be checked at the end of the day to ensure they are not used for overnight
storage

APPROVED AREAS FOR USE OF PROHIBITED ITEMS

The use of any prohibitive item is restricted to OFF the Customer Service floor on the 1st Floor
(Break Room or outside).
The only times you may use a prohibitive item is on your time: your assigned 10-Minute Break
and Lunch Break. You MAY NOT use an prohibitive item on a Personal Break

VIOLATIONS
There is a Zero Tolerance Policy on prohibited items being out in restricted areas. If you violate
this policy, your assignment will be subjected to termination.

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Badge Policy

You will be required to wear an ID badge at all times while on premise at TPG. The badge will be
issued to you by TPG. The badge restricts you to the area to which you have been assigned for work.
If you lose the badge, you will be issued a temporary badge for the day, however, you will be charged
for a permanent badge replacement.

It is your responsibility to return the badge and lanyard to TriStaff Group at the end of your assignment
with TPG .

Parking
11085 N. Torrey Pines Rd: ** The area highlighted in pink is reserved for TriStaff Group
employees and other seasonal employees. Once this area is full, you MUST park on the
street.

10639 Roselle St: ** The parking spaces highlighted with a red line are reserved for
TriStaff Group employees and other seasonal employees. Once this area is full, you
MUST park on the street.

** Refer to the corresponding parking map on the following pages.

BE SURE TO ALLOW ENOUGH TIME TO PARK AND WALK TO YOUR BUILDING PRIOR TO
THE START OF YOUR SHIFT.

PLEASE NOTE: IF YOU PARK ANYWHERE OTHER THAN WHERE IT IS INDICATED ON THE
MAP, YOUR ASSIGNMENT WILL BE SUBJECTED TO TERMINATION.

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Courtesy and common sense in parking will avoid accidents, personal injuries, and
damage to your vehicle and to the vehicles of other employees. To assist in ensuring
your safety, lock your car at all times.

If you are leaving after 5 p.m. and are parked in either the seasonal employee parking
lot or on the street, feel free to ask your Manager/Supervisor or the front-desk staff to
walk you to your car.

NOTE: Employees who work the late shift at the 11085 N. Torrey Pines Road location
will have access to parking within the parking garage.

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TAX PRODUCTS GROUP (TPG)
11085 N. TORREY PINES RD Suite 210.
LA JOLLA, CA 92037
DRIVING 5 NORTH
EXIT Genesee (TURN LEFT)
Follow Genesee and stay in the RIGHT lane as the road will turn into N. Torrey Pines Road
Turn RIGHT on Callan Road. The street sign is small (Callan forks off to the RIGHT where
there is a sign that reads: Exit / 25mph)
When the street goes downhill, on the LEFT, there is a sign 11099 turn LEFT into driveway
The parking lot youre in is for TriStaff Seasonal Employees
TPGs building is across the street from the parking lot. Walk up stairs through the glass doors.
DRIVING 805 NORTH
EXIT 52 West
EXIT 5 North
EXIT Genesee (TURN LEFT)
Follow Genesee staying in the RIGHT lane it will turn into N. Torrey Pines Rd.
Turn RIGHT on Callan Road. The street sign is small (Callan forks off to the RIGHT where
there is a sign that reads: Exit / 25mph)
When the street goes downhill, on the LEFT, there is a sign 11099 turn LEFT into driveway
The parking lot youre in is for TriStaff Seasonal Employees
TPGs building is across the street from the parking lot. Walk up stairs through the glass doors.
DRIVING 5 SOUTH (NORTH COUNTY)
EXIT Genesee (TURN RIGHT)
Follow Genesee staying in the RIGHT lane, it will turn into N. Torrey Pines Rd.
Turn RIGHT on Callan Road. The street sign is small (Callan forks off to the RIGHT where
there is a sign that reads: Exit / 25mph)
When the street goes downhill, on the LEFT, there is a sign 11099 turn LEFT into driveway
The parking lot youre in is for TriStaff Seasonal Employees
TPGs building is across the street from the parking lot. Walk up stairs through the glass doors.
DRIVING 805 SOUTH (SORRENTO VALLEY/MIRA MESA)
Exit @ La Jolla Village Drive (TURN RIGHT)
Turn RIGHT on Genesee
Follow Genesee approx. 2-3 miles, staying in the right lane. The road turns into N. Torrey Pines
Rd.
Turn RIGHT on Callan Road. The street sign is small (Callan forks off to the RIGHT where
there is a sign that reads: Exit / 25mph)
When the street goes downhill, on the LEFT, there is a sign 11099 turn LEFT into driveway
The parking lot youre in is for TriStaff Seasonal Employees
TPGs building is across the street from the parking lot. Walk up stairs through the glass doors.

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Ending Your Assignment

1. If you decide to end your assignment, you must give one weeks prior notice to
your supervisor and to TriStaff Group.

2. Upon ending your assignment you are NOT to return to TPG or contact TPG
employees or supervisors under any circumstance.

3. TriStaff Group will collect any personal belongings left behind within 48 hours.
Do not take personal things to work (pictures, trinkets, etc. are not allowed).

4. We will ask you to participate in a short exit interview for quality assurance
purposes.

5. Our ability to consider you for rehire is based upon:


Performance
Professionalism
Attendance
Conduct during termination process

6. When your assignment is over due to work slow-down, you will be notified at the
end of that work week. Generally, temporary employees will begin to be released
by sometime in late February and TriStaff Group will look for new assignments for
you as long as your performance was satisfactory. Your attitude through the very
end of the assignment is critical to future job opportunities!

7. When your assignment has ended it is your responsibility to return your badge
and lanyard to TriStaff Group. DO NOT BRING THEM BACK TO TPG. Failure to
turn them in may result in you being charged $5 per badge replacement and
$2.50 per lanyard replacement.

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Anti-Theft Policy

TriStaff Group and TPG will NOT tolerate property theft of any type. Property theft is
considered to be the unauthorized use of company services or facilities or the taking of
any company property for personal use. The following list of examples is not inclusive
but provides illustrations of several activities which are unacceptable:

Use of company copy machines for personal use.


Use of computers for personal business.
Taking of company property.
No item purchased or supplied by the company should ever be removed from the
company premises without express authorization of your immediate supervisor.

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New Customer Service Representative Training
Food & Drink
Eating at your desk is not allowed, including gum, candy or any throat lozenge. Please confine your
eating to the lunch rooms.

Break Room
DO NOT help yourself to food that is not your own! Stealing food is considered theft and TPG has a
Zero Tolerance Policy on theft.
Please make sure to clean up after yourself anywhere in the Break Room.
Refrigerator Cleaning Refrigerators are cleaned out periodically.
Please take your food home at the end of every day.

Emergency Exits
Do not use emergency exits except in the case of an emergency. Please use lobby doors for exit
and entry to suite.
Parking
See parking instructions included in this packet.

Safety Issues
Workplace Safety: It is every employees responsibility to point out hazards at work. Any
concerns/safety issues are to be taken to your supervisor or Michael Valadez at extension 2803 or
2914.
Liquid puddles
Trip hazards
Exposed wires
Unsafe work activity
Location of essential items
Medical kits kitchens and lobby desks
Fire extinguishers
Escape route maps
Escape routes

Emergency Evacuations
See handout
The paging system will announce the need to evacuate. Take any and all evacuation
announcements seriously.

Vandalism
TPG has a zero tolerance policy with regard to vandalism. Any violations will result in dismissal
from the assignment and may result in legal action being taken against you.

Leaving after 5 PM
Please feel free to ask your Manager/Supervisor or the front-desk staff to walk you to your car.
Employees that work the late shift will have access to parking within the parking garage.

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Leaving After Your Shift Has Ended
Once your shift has ended and you have gathered your personal belongings, you must leave the
TPG suite. YOU MAY NOT STAY INSIDE THE TPG SUITE AFTER COMPLETING YOUR SHIFT FOR ANY
REASON. If you need to wait inside for a ride, please wait in the building MAIN LOBBY on the
second floor where you enter and exit the TPG building.

Confidential Information
All confidential customer information should either be locked up or taken to the shred bin when
leaving your desk. No confidential information is to go in the trash cans.
Information is a vital asset and all accesses to, uses of, and processing of, TPG information must be
consistent with policies and standards. All TPG information, security documentation including, but
not limited to, policies, standards and procedures, must be classified as sensitive, unless expressly
created for external business processes or partners.

Bomb Threats SOP


See Bomb Threat Call Procedures Card (posted in cubicles)
If you receive a bomb threat, hold the Green Card in the air until someone else sees it. Let this
individual call 911 and/or a supervisor. The staff at the front desk should be alerted as soon as
possible when a bomb threat is received.

Sanitary Work Area


TPG recommends that every employee maintain a clean and sanitary work area. Sanitary wipes are
provided for you to wipe down the keyboard, mouse, telephone and desk. TPG recommends that
you do this once a day.

Security
TriStaff/TSG employees must display their badge on their person and in plain open view at all times.
All access to TPG locations must be strictly controlled and guarded. Visitors to these portions of
TPG facilities must be limited to those with a demonstrated and approved business purpose, such
as a photocopy repair technician or a TPG contractor.
Family and friends of TSG employees are not permitted.

Breaks
It is important you take scheduled breaks during your work day.

Smoking Policy
Smoking is prohibited except in designated areas outside the building.
In keeping with TPGs intent to provide a safe and healthy work environment, smoking is prohibited
throughout the workplace. This policy applies equally to TriStaff Group employees, TPG employees,
customers and visitors.
You are permitted to smoke in designated outside areas only at three specific times during the
normal workday. These times are your morning break, your meal period, and your afternoon break
(morning and afternoon breaks only as specified by your supervisor). Multiple short breaks of equal
duration are not permitted due to the disruption of the work environment.

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Employee Conduct

TriStaff Group carefully selects candidates for positions at TPG to ensure they are the caliber that TPG
looks for in hiring employees. With this in mind, we know it is probably not necessary to set forth any
rules for employee conduct. However, we would like to present some simple reminders of activities
that are considered unacceptable.

Unacceptable
Refusing or failing to follow instructions of supervisors.
Not doing the job productively and efficiently.
Being undependable in reporting to work as scheduled.
Theft or inappropriate removal or possession of property.
Falsification of timekeeping records.
Possession, distribution, sale, transfer, or use of alcohol or illegal drugs in the workplace or on
TPG property.
Boisterous or disruptive activity in the workplace.
Negligence or improper conduct leading to damage of employer-owned or customer-owned
property.
Insubordination or other disrespectful conduct.
Sexual or other unlawful harassment.
Unauthorized disclosure of business secrets or confidential information.
Unsatisfactory job performance or conduct as determined by the established job standards.
Personal use of internet is prohibited at any time.

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Evacuations
The procedures outlined below have been developed to enable TPG employees and its subsidiaries, to
respond in the event that it is necessary to evacuate the buildings at 11085 North Torrey Pines Road
Suite 210 or the TPG Warehouse, 10639 Roselle St Suite A.

11085 N. Torrey Pines Rd: You will undergo Emergency Evacuation Training on your first day of
training. Please take note and utilize the training so you are aware of and understand TPGs
Emergency Evacuation procedures.

Primary emergency exit routes are posted throughout the building. Take the time now to learn a
primary and a secondary exit route that will allow you to safely exit the building from your work area.

In Case an Earthquake Occurs


Stay inside until the shaking stops and is safe to go outside. Most injuries during earthquakes occur
when people are hit by falling objects when entering or exiting buildings.

1. DROP, COVER and HOLD ON! Minimize your movements during an earthquake to a few steps
needed to get to a nearby safe place. Stay indoors until the shaking has stopped and you are sure
exiting is safe.
2. If you are indoors, take cover under a sturdy desk, table or bench, or against an inside wall, and
hold on. Stay away from glass, windows, outside doors or walls and anything that could fall, such
as lighting fixtures or furniture.
3. If there isnt a table or desk near you, cover your face and head with your arms and crouch in an
inside corner of the building. Doorways should only be used for shelter if they are in close
proximity to you and if you know that it is a strongly supported load-bearing doorway. Most
doorways in commercial building at made of simple aluminum frames.
4. If you are outdoors, stay there. Move away from buildings, streetlights and utility wires.
5. If you are in a wheelchair, stay in it. Move to cover, if possible, lock your wheels, and protect your
head with your arms.
6. If trapped under debris
Do not light a match.
Do not move about or kick up dust.
Cover your mouth with a handkerchief or clothing.
Tap on a pipe or wall so rescuers can locate you. Shout only as a last resort. Shouting can
cause you to inhale dangerous amounts of dust.
7. If you are in a moving vehicle, stop as quickly as safety permits and stay in the vehicle. Avoid
stopping near or under buildings, trees, overpasses and utility lines. Proceed cautiously once the
earthquake has stopped. Avoid roads, bridges or ramps that might have been damaged by the
earthquake.

When to Evacuate
To prevent confusion, do not evacuate a building unless you hear a fire alarm sounding continuously
and/or you are directed to evacuate by a public safety officer and/or your evacuation coordinator.
If there is an obvious present danger, like a fire, evacuate on your own authority. Remember that
during some emergencies, such as an earthquake, it is generally considered safer to remain inside the
building, taking cover under a sturdy desk, table or doorway.

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Evacuation Procedures
When the evacuation "signal" is given, leave the building immediately, following the primary
exit route. If this route is unsafe, use your secondary exit route. DO NOT WASTE TIME
COLLECTING YOUR PERSONAL BELONGINGS OR TURNING OFF YOUR COMPUTER BEFORE
EXITING!

Help people around you to evacuate. Assist anyone with disabilities in exiting the building.

Evacuation Coordinators
Jerry Harvey
Rosa De La Cruz
Michael Valadez
Veronica Lucas

10639 Roselle St Suite A


Your preferred evacuation path should be whichever one of the four exit doors will allow you to
get outside the quickest.
~ When the evacuation "signal" is given, leave the building immediately, following the primary exit
route. If this route is unsafe, use your secondary exit route. DO NOT WASTE TIME COLLECTING
YOUR PERSONAL BELONGINGS OR TURNING OFF YOUR COMPUTER BEFORE EXITING!
~ Help people around you to evacuate. Assist anyone with disabilities in exiting the building.
~ After exiting the building, assemble on Roselle Street, past the Northwest corner of the building
and wait for further instructions from an evacuation coordinator. Keep all streets, fire lanes, fire
hydrants and walkways clear for emergency vehicles and crews.

Evacuation Coordinators
Robert Huffstutler
Nathaniel Wirch

The Evacuation Coordinator for your area should be able to answer any questions you may have about
the TPG Evacuation Plan.

After the Building is evacuated


If the emergency affects only a limited area of the building, move to the Emergency Assembly
Area. In some emergency situations, all of these areas may not be safe. Your evacuation
coordinator and/or public safety personnel will inform you of the alternate EAA in these
situations. Once people have gathered in the designated EAA, evacuation coordinators will
take an accurate head count.

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Do not return to an evacuated building until public safety officials and/or evacuation
coordinators give the all clear instructions.
At the EAA, your evacuation coordinators will have rosters of your workplace and will take an
accurate headcount.
It is important to check in and remain at your designated EAA so that others do not worry
needlessly and public safety personnel do not spend valuable time searching for you. Once at
the EAA, public safety personnel and/or evacuation personnel will give further instructions.
Stay at the EAA until you have been accounted for and have been cleared to leave. Realize that
in major emergencies roads may have been damaged or blocked by debris, making travel
dangerous or impossible. In these situations, it may be necessary to remain at the EAA for
several hours.

Telephone Calls
Your telephone calls will be recorded and/or monitored for record-keeping, training and quality-
assurance purposes. TPG is dedicated to making sure our Customer Service Representatives (CSRs) are
doing the following on ALL calls:
Being courteous and respectful to all callers
Providing accurate information
Following all of TPGs established procedures, including Customer Service processes such as
Scripting, Transferring Calls, Placing Calls on Hold, etc.

NOTE: The purpose of TPGs Monitoring Program is to assure we are providing high quality customer
service. We are dedicated to working with you to help you understand the information youve been
taught as well as helping you to continue growing and becoming a more well-rounded CSR.

OTHER INFORMATION TO BE AWARE OF


The only calls you will process will be in-bound calls unless directed by a TPG employee to do
otherwise.
DO NOT use your internal phone line to call other Seasonal Employees or anyone else you
might know in the TPG suite
Rude and unprofessional behavior will not be tolerated and will be grounds for termination.

Please sign below if you agree to these terms of working at Santa Barbara Tax Products Group.

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Workplace Harassment
TSG (The Company) is an equal opportunity employer. The Company is committed to providing a
work environment free of harassment, discrimination, retaliation and disrespectful or other
unprofessional conduct based on:

Race Religion (including religious dress and grooming practices) Color Sex/gender
(including pregnancy, childbirth, breastfeeding or related medical conditions), sex stereotype,
gender identity/gender expression/transgender (including whether or not you are transitioning
or have transitioned) and sexual orientation National origin (including language use
restrictions and possession of a driver's license issued to persons unable to prove their
presence in the United States is authorized under federal law [Vehicle Code section 12801.9])
Ancestry Physical or mental disability Medical condition Genetic
information/characteristics Marital status/registered domestic partner status Age (40 and
above) Sexual orientation Military or veteran status Any other basis protected by federal,
state or local law or ordinance or regulation.

The Company also prohibits discrimination, harassment, disrespectful or unprofessional conduct based
on the perception that anyone has any of those characteristics, or is associated with a person who has
or is perceived as having any of those characteristics.

In addition, the Company prohibits retaliation against individuals who raise complaints of
discrimination or harassment or who participate in workplace investigations. All such conduct violates
Company policy.

Harassment Prevention

The Company's policy prohibiting harassment applies to all persons involved in the operation of the
Company. The Company prohibits harassment, disrespectful or unprofessional conduct by any
employee of the Company, including supervisors, managers and co-workers. The Company's anti-
harassment policy also applies to vendors, customers, independent contractors, unpaid interns,
volunteers, persons providing services pursuant to a contract and other persons with whom you come
into contact while working.

Prohibited harassment, disrespectful or unprofessional conduct includes, but is not limited to, the
following behavior:

Verbal conduct such as epithets, derogatory jokes or comments, slurs or unwanted sexual
advances, invitations, comments, posts or messages; Visual displays such as derogatory
and/or sexually-oriented posters, photography, cartoons, drawings or gestures; Physical
conduct including assault, unwanted touching, intentionally blocking normal movement or
interfering with work because of sex, race or any other protected basis; Threats and demands
to submit to sexual requests or sexual advances as a condition of continued employment, or to
avoid some other loss and offers of employment benefits in return for sexual favors;
Retaliation for reporting or threatening to report harassment; and Communication via
electronic media of any type that includes any conduct that is prohibited by state and/or
federal law or by company policy.
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Sexual harassment does not need to be motivated by sexual desire to be unlawful or to violate this
policy. For example, hostile acts toward an employee because of his/her gender can amount to sexual
harassment, regardless of whether the treatment is motivated by sexual desire. Prohibited harassment
is not just sexual harassment but harassment based on any protected category.

Non-Discrimination

The Company is committed to compliance with all applicable laws providing equal employment
opportunities. This commitment applies to all persons involved in Company operations. The Company
prohibits unlawful discrimination against any job applicant, employee or unpaid intern by any
employee of the Company, including supervisors and coworkers.

Pay discrimination between employees of the opposite sex or between employees of another race or
ethnicity performing substantially similar work, as defined by the California Fair Pay Act and federal
law, is prohibited. Pay differentials may be valid in certain situations defined by law. Employees will
not be retaliated against for inquiring about or discussing wages. However, the Company is not
obligated to disclose the wages of other employees.

Anti-Retaliation

The Company will not retaliate against you for filing a complaint or participating in any workplace
investigation or complaint process and will not tolerate or permit retaliation by management,
employees or co-workers.

Reasonable Accommodation

Discrimination can also include failing to reasonably accommodate religious practices or qualified
individuals with disabilities where the accommodation does not pose an undue hardship.

To comply with applicable laws ensuring equal employment opportunities to qualified individuals with
a disability, the Company will make reasonable accommodations for the known physical or mental
limitations of an otherwise qualified individual with a disability who is an applicant or an employee
unless undue hardship would result.

Any job applicant or employee who requires an accommodation in order to perform the essential
functions of the job should contact a Company representative with day-to-day personnel
responsibilities and discuss the need for an accommodation. The Company will engage in an interactive
process with the employee to identify possible accommodations, if any, that will help the applicant or
employee perform the job. An applicant, employee or unpaid intern who requires an accommodation
of a religious belief or practice (including religious dress and grooming practices, such as religious
clothing or hairstyles) should also contact a Company representative with day-to-day personnel
responsibilities and discuss the need for an accommodation. If the accommodation is reasonable and
will not impose an undue hardship, the Company will make the accommodation.

The Company will not retaliate against you for requesting a reasonable accommodation and will not
knowingly tolerate or permit retaliation by management, employees or co-workers.

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Complaint Process
If you believe that you have been the subject of harassment, discrimination, retaliation or other
prohibited conduct, bring your complaint to your TSG supervisor or to TSG Human Resources Director
as soon as possible after the incident. You can bring your complaint to any of these individuals. If you
need assistance with your complaint, or if you prefer to make a complaint in person, contact the TSG
Human Resources Director. Please provide all known details of the incident or incidents, names of
individuals involved and names of any witnesses. It would be best to communicate your complaint in
writing, but this is not mandatory.

The Company encourages all individuals to report any incidents of harassment, discrimination,
retaliation or other prohibited conduct forbidden by this policy immediately so that complaints can be
quickly and fairly resolved.

You also should be aware that the Federal Equal Employment Opportunity Commission and the
California Department of Fair Employment and Housing investigate and prosecute complaints of
prohibited harassment, discrimination and retaliation in employment. If you think you have been
harassed or discriminated against or that you have been retaliated against for resisting, complaining or
participating in an investigation, you may file a complaint with the appropriate agency. The nearest
office can be found by visiting the agency websites at www.dfeh.ca.gov and www.eeoc.gov.

Supervisors must refer all complaints involving harassment, discrimination, retaliation or other
prohibited conduct to the Human Resources Director of the Company so the Company can try to
resolve the complaint.

When the Company receives allegations of misconduct, it will immediately undertake a fair, timely,
thorough and objective investigation of the allegations in accordance with all legal requirements. The
Company will reach reasonable conclusions based on the evidence collected. The Company will
maintain confidentiality to the extent possible. However, the Company cannot promise complete
confidentiality. The employer's duty to investigate and take corrective action may require the
disclosure of information to individuals with a need to know.

Complaints will be:

Responded to in a timely manner Kept confidential to the extent possible Investigated


impartially by qualified personnel in a timely manner Documented and tracked for reasonable
progress Given appropriate options for remedial action and resolution Closed in a timely
manner.

If the Company determines that harassment, discrimination, retaliation or other prohibited conduct
has occurred, appropriate and effective corrective and remedial action will be taken in accordance
with the circumstances involved. The Company also will take appropriate action to deter future
misconduct.

Any employee determined by the Company to be responsible for harassment, discrimination,


retaliation or other prohibited conduct will be subject to appropriate disciplinary action, up to, and

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including termination. Employees should also know that if they engage in unlawful harassment, they
can be held personally liable for the misconduct.

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Whistleblowers Are Protected
It is the public policy of the State of California to encourage employees to notify an appropriate
government or law enforcement agency when they have reason to believe their employer is violating a
state or federal statute, or violating or not complying with a state or federal rule or regulation.
Who is protected?

Pursuant to California Labor Code Section 1102.5, employees are the protected class of individuals.
Employee means any person employed by an employer, private or public, including, but not limited
to, individuals employed by the state or any subdivision thereof, any county, city, city and county,
including any charter city or county, and any school district, community college district, municipal or
public corporation, political subdivision, or the University of California. [California Labor Code Section
1106]

What is a whistleblower?

A whistleblower is an employee who discloses information to a government or law enforcement


agency where the employee has reasonable cause to believe that the information discloses:
A violation of a state or federal statute,
A violation or noncompliance with a state or federal rule or regulation, or
With reference to employee safety or health, unsafe working conditions or work practices in
the employees employment or place of employment.

What protections are afforded to whistleblowers?

1. An employer may not make, adopt, or enforce any rule, regulation, or policy preventing an
employee from being a whistleblower.
2. An employer may not retaliate against an employee who is a whistleblower.
3. An employer may not retaliate against an employee for refusing to participate in an activity
that would result in a violation of a state or federal statute, or a violation or noncompliance
with a state or federal rule or regulation.
4. An employer may not retaliate against an employee for having exercised his or her rights as a
whistleblower in any former employment.

Under California Labor Code Section 98.6, if an employer retaliates against a whistleblower, the
employer may be required to reinstate the employees employment and work benefits, pay lost wages,
and take other steps necessary to comply with the law.

How to report improper acts


If you have information regarding possible violations of state or federal statutes, rules, or regulations,
or violations of fiduciary responsibility by a corporation or limited liability company to its shareholders,
investors, or employees, call the California State Attorney Generals Whistleblower Hotline at
1-800-952-5225. The Attorney General will refer your call to the appropriate government authority for
review and possible investigation.

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Active Shooter
Background
An active shooter is an individual actively engaged in killing or attempting to kill people in a confined
and populated area, typically through the use of firearms.

Immediate Actions
How to Respond When an Active Shooter is in Your Vicinity:
Quickly determine the most reasonable way to protect your own life. Customers and clients are
likely to follow the lead of employees and managers during an active shooter situation.
Evacuate
Have an escape route and plan in mind
Leave your belongings behind
Keep your hands visible
Hide Out
Hide in an area out of the active shooters view
Block entry to your hiding place and lock the doors
Take Action
As a last resort and only when your life is in imminent danger
Attempt to incapacitate the active shooter
Act with physical aggression and throw items at the active shooter

How To Respond When Law Enforcement Arrives On The Scene:


How you should react when law enforcement arrives
Remain calm and follow the officers instructions
Immediately raise hands and spread fingers
Keep hands visible at all times
Avoid making quick movements toward officers such as attempting to hold on to them for
safety
Avoid pointing, screaming and/or yelling
Do not stop to ask ofcers for help or direction when evacuating, just proceed in the direction
from which ofcers are entering the premises

Information you should provide to law enforcement of 911 operators:


Location of the active shooter
Number of shooters, if more than one
Physical description of shooter/s
Number and type of weapons held by the shooter/s
Number of potential victims at the location

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Job Description

JOB TITLE: Seasonal Customer Service Representative


EXEMPT: Non Exempt
DEPARTMENT: Customer Service
REPORTS TO: Customer Service Manager/Supervisor
EXECUTIVE: Steve Varga

OVERVIEW OF JOB:
The Customer Service Representative (CSR) will provide exceptional inbound customer service support
to our TPG service clients. A high level of customer service through responsiveness, reliability and
professionalism is expected. The CSR should demonstrate excellent customer service skills and will
need to display high motivation. Must be flexible and able to work Saturdays and, if needed, Sundays.
The CSR may be asked to perform other tasks such as emails, faxes and handling of physical mail.
Pleasant and professional working environment. Experience using computers to enter and retrieve
information from a database is required. Responds to inquiries regarding TPG products and services in
a timely, positive, friendly and professional manner.

Delivers accurate and professional Customer Service with every contact.


Maintains a working knowledge of customer service division products and services with their
benefits and their features, and department policies and procedures.
The Customer Service Representative may be assigned other duties such as emails, faxes,
physical mail and outbound calling initiatives based on client service and retention needs.
Ensure effective, timely and proactive customer service resolution and follow-up.
Responsible to work any shift given during tax season and to show that they can be a Team
Player.
COMPLIANCE / TRAINING RESPOSIBILITIES:
Responsible for completing mandatory AML / Information Security trainings. In addition,
responsible for completing mandatory Core Training and additional training specific to assigned
CS division or department.
Must be able to pass the background check and all testing provided by staffing agency.
REQUISITE EXPERIENCE, COMPETENCIES, AND SKILLS:
Minimum typing required of 25-35 wpm.
Experience using computers to enter and retrieve information from a database.
Great verbal and written communication skills
Must be able to adapt to sudden tax products changes at a given time during tax season
Must be able to work a flexible work schedule during tax season (December-April), including
Saturdays & possibly Sundays.

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