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Document Requests

WFS People Services Team

WFS People Services Team

SOP-DE-WFS People Services- Document requests: Process of the processed document request

Number of Reviews:

Approvers: Ester Atweh

Date of Review: 15.03.2024

INTRODUCTION

This procedure clarifies what documents are provided by the WFS People Services team and how to process them. WFS People Services team provides documents only to blue-collar employees (Riders, Ops Associates, and Ops Associates Plus).

Guidelines and Policies

  • The WFS People Services team provides only blue-collar employees' documents upon request in ZenDesk.

  • Employees and former employees reach out to Workforce Support via Zendesk type form to request documents.

  • Employees must contact always from the registered email address in SAP. If an employee contacts with an unregistered email address, the request must be denied and macro DE > EN > Not registered email address used.

  • The employee's personal and employment can be found in their SAP profiles. The WFS People Services team needs to issue documents based on the information there.

  • The WFS People Services team does not sign any document provided by employees. Employees should be given the equivalent document that Flink possesses. Only in case we do not have equivalent documents or the document requires a wet signature, we fill it out manually, sign it, and stamp it with the company’s details. Stamps can be found next to the Payroll team’s tables.

  • When processing a document request ticket, the WFS People Services team can find what document is needed on the left side.


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Useful Tools


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Flowchart


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Types of document requests


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Once an employee requests a document, the WFS People Services team needs to indicate the type of requested document. If the requested document is provided by different departments such as Payroll, the specialist needs to reassign the ZenDesk ticket accordingly.
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  • Documents issued by the WFS People Services team:
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    • Employment statement (Arbeitgeberbescheinigung/Einfache Arbeitsbescheinigung) - can be issued for active and inactive employees.

    • Certificates for the kindergarten - can be issued for active employees. Check Quinyx if an employee is not currently on parental leave and update the certificate if needed.

    • Confirmation of secondary employment document (Bestätigung einer Nebentätigkeit)- only for active employees. As per the contract employee has to request to main employer's approval to have secondary employment. It must be denied if the employee is requesting to work in a concurrent company.

    • Confirmation of resignation- only for inactive employees. We send it only if specifically requested by the employee. A resignation is a one-sided “agreement” and does not need confirmation.

    • Worked days certificate- can be requested by employees (usually on a Student Visa, Fountain must be checked) to have a confirmation of the yearly worked days.

    • Vacation certificate- can be requested by inactive employees.

    • Reference letter (Arbeitszeugnis/Zwischenzeugnis) - can be requested by active and inactive employees. Please refer to SOP-DE-WFS People Services-Reference letters.

    • Declaration of employment (Erklärung zum Beschäftigungsverhältnis) - only for active employees and process in SSC Visa _ Compliance - SOP EZB must be followed.

    • Payslips- can be requested by active and inactive employees.

    • Original contract/contract amendments- for active and inactive employees. Can be downloaded from Fountain/DocuSign.

    • Other documents

  • Documents issued by the Payroll team:
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    • Salary certificate (Einkommensbescheinigung)

    • Certificate of earnings to apply for housing allowance (Verdienstbescheinigung zum Antrag auf Wohngeld)

    • Application for exemption from pension insurance (Befreiungsantrag zur Rentenversicherung)

    • Employment certificate (Arbeitsbescheinigung) - only for inactive employees who did not have Minijob or Working student contracts. Employees sometimes already clarify that they need a certificate for the Job center or Agentur für Arbeit.

    • Certificate of earnings (Verdienstbescheinigung)

    • Application for child benefits (Kindergeldantrag)

    • Certificate of additional income (Bescheinigung über Nebeneinkommen)

    • Income tax certificate (Lohnsteuerbescheinigung)

  • Documents issued by the Hub People Ops team:
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    • I need my proof of the essential contractual conditions in the employment contract (Nachweisgesetz)

    • Termination letter copy - only for terminations processed by Hub People Ops. Visa terminations are handled by the WFS People Services team.


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HOW TO... : Use The Document Automation Sheet


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WFS People Services specialist needs to open the Document automation sheet and select a specific tab for a needed document. Using the Document automation sheet, we are able to issued the following documents.

  • Employment certificate_ex employee- columns A, O, T and U to be updated manually.

  • Employment certificate_employee - columns A, O, R, S, and T are to be updated manually.

  • Resignation confirmation- columns A, I, K, N, and O are to be updated manually.

  • Template_Employer statement_days worked_Employee- columns A, O, P, Q, V, and W are to be updated manually.

  • Vacation certificate - columns A, N, O, T, and U are to be updated manually.

  • Second Job Confirmation- columns A, H, I, J, K, N, and O must be updated manually.


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WFS People Services specialist in specified columns above per needed certificate fills out needed information. After documents are triggered in column “Trigger coloum”, the WFS People Services specialist will click the button “Send email” in cell A1. Once it is clicked, the already signed PDF document will be sent directly to the specialist’s goflink email address. It must downloaded and sent to the employee. Once the document is received to the email, the column "Sent" must be ticked. The ZenDesk ticket must be solved using macro “DE > EN > Document request: sending (FOR ALL KIND of documents)” with an internal note.


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IMPORTANT! Do not forget to allow Google to use a script.
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​TIP:
​In case a mistake is made or an incorrect certificate was sent, it is possible to retrigger it. The column "Sent" must be unticked and the button in cell A1 "Send Email" to be used again.
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​Scribe how to issue resignation confirmation using automation.


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HOW TO... : Create Documents Manually


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WFS People Services can also manually create certificates using the templates here.
It can be done in cases where specific documents cannot be created using an automation sheet.
In such cases, the needed document must be copied and only a copy of the template can be edited. In the template, all highlighted parts must be edited with the employee’s and company’s information. Once it is edited, the WFS People Services specialist needs to download it as a PDF and upload it in DocuSign. Once the DocuSign envelope is created, a specialist will receive it in the goflink to sign it. Once it is signed, the specialist will receive a second email with the completed document and must download it. Once the document is sent via ZenDesk, the ticket must be solved using the macro “DE > EN > Document request: sending (FOR ALL KIND of documents)” with an internal note.
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​Scribe on how to manually create a certificate from the template
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​Scribe how to manually send documents using DocuSign


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HOW TO... : Store Sent Documents


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The issued and sent certificates must be stored here.
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​Issued documents are updated in the folder automatically.


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* Edge Cases

  • Check if employee is parental when issuing certificate to the kindergarten. It can be checked on SAP and Quinyx. If an employee is currently on parental leave, it must be added in the document.

  • Confirmation of secondary employment- check the employee’s visa documents. Student visa holders cannot exceed 20 hours per week. Usually in such cases, certificate can be denied due to “urgent operational reasons” as working in two jobs employee can exceed to reaching allowed worked days which would lead to pausing or termination. In case of denied certificate, it must be done in 4 weeks in written form.
    ​Exemption for them is when they have an internship in uni, and work as student aid- working days do not count.


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Macros and Magical Shortcuts


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Macros to be used in ZenDesk:

  • "DE > EN > Document request: sending"

  • "DE > EN > Document request: Reference letter"


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FAQ's & SOP's

Question

Answer

I need access to DocuSign.

Request Ester Atweh or senior member for logins.

The document is not generated automatically and is not sent to email.

Check access to the automation folders. If you do not have it, request it from the team lead or senior.


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Review history

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