Workforce Support Team | Workforce Support Team |
SOP-DE-WFS Process of Vacation - Workforce One | Number of Reviews: 1 |
Approvers: Luna | Date of Review: 23/07/2024 |
INTRODUCTION
This page aims to clarify everything you need to know about the eAU Sick Leave process. General policies and how to review edge cases. You can access the eAU Sheet here.
Guidelines & Policies
What is eAU Sick Leave?
As of the 1st of January of 2023, we have implemented a new process for receiving sick notes digitally from insurance providers called eAU.
The employee can simply go to their doctor and the doctor will send the sick note to their health insurance. Flink will then receive the sick note from the insurance.
Important:
The employee must select the correct absence type Electronic sick leave (in the workforce app).
Enter the accurate dates for the sick leave.
Provide the correct insurance company and personal information.
By following these steps, we can automatically receive the sickness certificate and approve the absence request.
Do's and Dont's
DO's | Don't's |
Only approve the dates the internal note tells you to approve | Don’t approve the dates that the employee requested without checking the in the internal note in the ticket. |
When you have a follow-up request always check if there was a first sick note (Erstebescheinigung) | Don’t approve a follow-up sick note without checking Quinyx & Zendesk. And potentially the eAU sheet |
When we need to reject a sick leave according to the internal note, we always need to check if there is a legit paper sick note for those days. (if there is we can change to Approved Paper) | Never reject a sick leave without checking if there is a paper sick note for those days. |
Step-By-Step
Employees may raise tickets on Zendesk if they believe they have been paid incorrectly for sick leave. Here is the step-by-step process for addressing these issues:
Receive a Ticket:
Receive a ticket related to missing sick leave on Zendesk.
Verify Employee Details in SAP:
Copy the employee's email address and paste it into SAP.
Check the following:
Badge Number
Warehouse
Contracted Hours
Payslips (in the ‘Compensation’ tab). Download the payslip(s) for the affected month.
Check Quinyx:
Open Quinyx.
Paste the warehouse in the top right corner.
Paste the employee's badge number and find the corresponding month.
Review Sick Leave Dates:
Check the dates the employee is requesting for sick leave in Quinyx.
Initial Sick Pay Calculation:
If the sick leave is Approved in Quinyx, perform an initial sick pay calculation to compare it to the payslip.
💡 Sick Pay Calculation: Each employee’s daily sick pay depends on their contractual hours and is based on a 5-day work week.
Example: An employee with a 24-hour contract will receive 4.8 hours per day (24/5).
If the employee worked during the same week, calculate the difference between the worked hours and the contractual hours. Divide this difference as per norm and allocate it to the affected sick days.
Determine if the employee worked during the same week as the sick leave:
If they worked, the sick pay will be the difference between the worked hours and the contractual hours.
If they did not work, they should receive their normal weekly hours.
Add up the employee's hours for the week. The sick pay should be the remaining hours.
⚠️ Important: Always check if the sick leave falls within the first 28 days of employment or exceeds 42 days in a year, as these cases are handled by the employee's health insurance provider.
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Note that if a week starts in one month and ends in another, the sick leave pay will be divided into the two corresponding payroll cycles.
7. Comparison.
Compare what your calculation to the Master Absences tab in the correct Payroll month's sheet.
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Tip! Make sure to check the right payslip. They may also come with extra pages that include previous months’ corrections.
8. No Discrepancies Found:
If you find no discrepancies in the sick leave payment, send the macro "[PAYMENT] Sick leave payment clarification (no issue)" and submit the ticket as Solved.
9. Discrepancies Found- proceed with Corrections:
If you are sure about the discrepancy, add the correction to the HR-Tracker Payroll DE sheet in the ‘Missing Absences’ tab.
Enter the following information:
Processing Date: The date on which you are currently working on the ticket.
WFS: Your email ID/name.
Payroll ID: SAP ID of the employee (found as the name on the employee's payslip).
From and To Dates: Sick leave start and end dates.
Zendesk Ticket Number.
Early Payout Request: Use only if necessary, such as when the employee demands immediate payment or when the Hub Manager escalates the immediate payment requirement.
WFS Comments: Choose the correct option as per the ticket's issue requirement.
Payroll Payout Dates:
Payroll refers to the calendar month of payout. For example, the January payroll period starts on January 1 and ends on January 31, with payment issued on February 6.
Payroll refers to the calendar month of payout. For example, the January payroll is considered to start on 01 Jan and end on 31 Jan and the payment for this is paid out on 06 Feb
Categories for Missing Sick Leave Payments
Processed After Payroll Cut-off, Not Paid:
Example: An employee was sick on January 20, 2024, but the sick leave was not processed and approved until February 1, 2024.
Action: The payment for January 20, 2024, will be included in the February 2024 payroll. Add the missing sick leave payment under this category if it was missed.
Processed Before Payroll Cut-off, Not Paid:
Example: An employee was sick on January 20, 2024, and the sick leave was processed and approved on January 25, 2024.
Action: The payment for January 20, 2024, should be in the January 2024 payroll but might be missing due to technical issues. Add the missing payment under this category if it was missed.
Processed Before Payroll Cut-off, Partially Paid:
Example: An employee was sick on January 20 and 21, 2024, and the sick leave was processed and approved on January 25, 2024.
Action: The payment for January 20 and 21, 2024, should be in the January 2024 payroll, but if only January 20, 2024, was paid, add the missing January 21, 2024, payment under this category if it was missed.
eAU Not Sent for Feedback Yet:
Scenario: The electronic sick leave (eAU) request requires receiving the sick note information directly from the health insurance provider. Sometimes, there is no update from the provider.
Action: Wait at least one month from the date of the sick leave before updating the information to the Hub Payroll. Use the macro [SICKNESS] Notification Received - eAU (electronic) and reply to the employee.
Changed to pAU in Quinyx (from eAU):
Scenario: If employees provide a paper sick note despite an electronic request, approve the sick leave based on the legitimacy of the paper note.
Action: Once approved as Sick Leave (Paper), inform Hub Payroll about the sick note information.
Steps for Processing Sick Leave Payment Tickets
Receive a Ticket:
Handle the ticket related to missing sick leave on Zendesk.
Verify Employee Details in SAP:
Copy the employee's email address and paste it into SAP.
Check the badge number, warehouse, contracted hours, and payslips.
Check Quinyx:
Open Quinyx, paste the warehouse and employee’s badge number, and find the corresponding month.
Review Sick Leave Dates:
Check the requested sick leave dates in Quinyx.
Initial Sick Pay Calculation:
Perform an initial calculation to compare it to the payslip.
Approval and Recalculation:
If not approved, follow the basic sick leave processing steps.
Calculate the sick pay based on the contractual hours and worked hours.
Discrepancies:
If no discrepancies, send the macro "[PAYMENT] Sick leave payment clarification (no issue)" and mark the ticket as Solved.
If discrepancies are found and unsure, open a side conversation with Hub Payroll using the WFS > Hub Payroll > Sick Payment macro.
Update HR Tracker:
Add the correction to the HR Tracker Payroll DE sheet under ‘Missing Absences’.
Enter the processing date, your email ID/name, employee’s SAP ID, sick leave dates, Zendesk ticket number, early payout request (if necessary), and appropriate comments.
Confirmation:
Once updated on the HR Tracker Payroll DE, send the macro [PAYMENT] Correction confirmation (Wrong Sick Days) - EN and submit the ticket as pending.
Step-by-Step
Receive and verify the ticket
Receive a ticket: An employee claims their eAU dates requested in Quinyx have not yet been approved.
Copy and paste the employee's email into SAP: Verify their information.
Tip! Please allow at least 2 weeks since the initial request to retrieve information on the eAU. You can use the [SICKNESS] Notification Received - eAU (electronic) macro to let them know we received their notification but are still pending their health insurance.
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Check the Status in Quinyx
Open Quinyx: Search for the employee's Hub and name.
Check the status of the eAU:
Locate the eAU request ticket in the employee's account in Zendesk. The ticket is either;
Ticket is open with an internal note - handle the case according to the internal note
The ticket is on-hold and the last reply is a confirmation that the request is still being attended to.
Accepted:
If the sick leave ticket is open and contains an internal note saying "Please approve in Quinyx";
Go to Quinyx: Search for the employee/use employee data app in ZD.
Approve in Quinyx: Check dates, choose absence type: "APPROVED (Sick leave electronic)" and approve
Go to Zendesk: Send the “[SICKNESS APPROVAL] - eAU online sick notes” macro.
Leave an internal note.
Requested
If the status of the eAu has been set to "Requested" this means we do not yet have a response from the Health Insurance.
- If the absence is from the previous month and is on 'Requested' we must add the dates into the HR Tracker as 'eAU not sent for feedback yet? and send the new Macro for eAU requesting the Arbeitsunfähigkeitszeiten.
Once and if we receive the document we can change the HRT entry to 'Changed to pAU in Quinyx ( from eAU)' and send macro Paper approved sick leave.
Rejected
Go back to the employees ticket and inform them that their sick leave has been rejected. The employee should contact their doctor and or Health Insurance for more information.
Make sure to check if the affected sick leave is “Erstebescheinigung”. If there is one then we can just approve the follow-up. If not, then we need to request it from the employee.
I cannot find the employee in Quinyx, what do I do?
If you cannot find someone with their name or ID in Quinyx please search them in SAP. Once you find the correct employee you, use the email from SAP to search for them in Quinyx. If you are still facing issues, check if the employee is still active.
If the employee is inactive, ask for further assistance to validate their absence in Quinyx.
Flowchart
Tools
- Zendesk: Employee creates ticket and raises issue
- eAU SAP to Quinyx - SSC Tracker: Copy and paste the badge to check what tab the eAU is in.
- HR Tracker Sheet - Sickness corrections
Macros
Macro name | Description |
[SICKNESS APPROVAL] - eAU online sick notes | When eAU has been identified, confirmed and approved |
DE > EN > Sickness approval > Accident | When an employee informs of an accident leading to sick leave. |
[SICKNESS] Notification Received - eAU(electronic) | Asking the employee to wait in case of a request for an update on Sick Leave (electronic) request |
[SICKNESS] Approval (sick note after payroll cut-off) | When an employee's sick leave request is after the payroll cut- off. We let the employee know that the sick leave will be in next month's payment. |
[SICK ON HOLD] > EN > Health insurance update |
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Contact reasons
Contact name | Description |
Description Operations > Sickness > Notification | Employee wants to request sick leave |
Operations > Sickness > General Question Employee | Employee has general questions about the sickness policy |
Operations > Sickness > Payment Question Employee | Question Employee has questions about the sick pay |
Operations > Sickness > Shift Question Employee | Employee has a question about the calculation of their shifts when on sick leave. |