Stores Excellence Worksheet Stores Mission Statement St. Vincent DePaul Thrift Stores throughout the United States are mutually formed in an association of lay employees and volunteers dedicated to serving our needy sisters and brothers. All who come to our Stores are welcomed with dignity and respect. Our hope is they leave as friends and return to shop with us again. Those who cannot afford the clothing, furniture and other household items are provided them through a Vincentian referral system. Customers, employees and volunteers are treated equally without regard to race, color, creed, age, sex or national origin. All, including the disadvantaged, handicapped and persons with special needs, are employed so that we may all benefit from the talents and abilities of everyone seeking employment. Serving Christ's needy is the primary goal of all St. Vincent DePaul Stores. In this ministry, we pledge to use sound business practices. Surplus funds will be dedicated to the support of Parish Conferences and charitable causes of the Society approved by our Councils and Boards of Directors. April 2014 Society of St. Vincent de Paul 1 Focus Area Mission Standard of Excellence Methods of operation are in keeping with the goals of the Catholic Church and the Society of St. Vincent DePaul. Recommended Practice Conduct an ethics audit or selfevaluation annually Review store practices versus mission Employees and volunteers attended orientation on the history and mission Signage pertaining to the mission clearly visible Align store with the National Council and Strategic Plan Focus Area Governing Group / Leadership Standard of Excellence Body of governance is in place to set policies and procedures for the management of the operation. Focus Area Financial / Legal Standard of Excellence Practice sound financial management April 2014 Attend National Meeting and available training and sharing of “Best Practices” provided by National Stores Committee Recommended Practice Body of Governance has authority to set policies and practices of the store operation and assure they are carried out. Assures adherence to the mission. Body of Governance meets on a regular basis to review store operations. An Advisory Committee available that has members with professional expertise. Store representative attends meetings Operation has an ongoing strategic plan Provide annual budget and reviews on periodic basis Financials are reviewed periodically (monthly by Advisory Committee and at least quarterly by Body of Governance) Provide Annual Stores Reports Pays solidarity dues Recommended Practice Annual audit/review by independent and qualified entity 990 Forms are completed and submitted by store or controlling legal entity Comply with legal and regulatory requirements (Local, state and federal laws including fund raising, Society of St. Vincent de Paul Mission / Goals Achieved? Mission / Goals Achieved? Mission / Goals Achieved? 2 Focus Area Facility/Vehicle/Eq uipment Operations Standard of Excellence Recommended Practice Ensure building safety / maintenance Equipment and Vehicles Disposal Practices Operators trained on equipment safety procedures (forklift, baler, trash compactor) Assure all hazardous waste is handled in accordance with local, state and federal requirements Assure there is a recycling practice in place to minimize waste to landfills Seek out ways to sell scrap material to increase revenue Business Operations April 2014 Standard of Excellence Consumer Product Safety Commission Recommended Practice Mission / Goals Achieved? Structural, interior and grounds maintained Inspections including fire extinguishers, exit signs, compactor etc. Cleaning schedule in place and staffed ADA requirements Life Safety Standards Develop and maintain a Checklist of items required to be checked Organization Safety Manual Develop and maintain a Checklist of items Hold periodic Safety meetings Emergency evacuations in place Focus Area licensing, financial accountability, document retention and HR. Periodic reviews of compliance) “Whistleblower” Policy in place Internal financial controls (deposit reconciliation, checking writing policy, disbursement of funds) Mission / Goals Achieved? In compliance with CPSC standards, staff trained on recognition of items and reference available Society of St. Vincent de Paul 3 Competitive Pricing and Policies Conducts competitive shopping regularly Compare store operation to “Best Practices” in the other thrift store Merchandise Quality Control Standards in place and reviewed on regular basis Manage inventory levels and space allocation Replenishment Standards in place and space dedicated appropriately Risk Management / Loss Prevention Policies in place and procedures followed to identify and stop loss Marketing Annual marketing plan for merchandise and donations Customer Relations / Customer Service Customer Satisfaction survey conducted Customer Service Training for employees, volunteers Practice in place for resolution to customer issues or concerns All customer / donor complaints are handled quickly Guiding Elements Human Resources Detail Recommended Practice Consistent position descriptions Position descriptions are in place for Store Committee, General Manager, Store Manager and Assistant Manager and all employee positions Policies to address both paid employees and volunteers which are fair, establish clear expectations and provide meaningful and effective performance evaluations Policies to include working conditions, employee benefits, vacation, evaluation, supervision, hiring and firing, grievance procedures, training, advancement opportunities, confidentiality, retaliation, discrimination, sexual harassment, and records retention Employee Handbook read, understood and signed by employees. Updated every two years, reviewed and distributed, to staff with sign off completed April 2014 Society of St. Vincent de Paul Mission / Goals Achieved? 4 Commitment to Orientation Regularly monitor satisfaction Hiring and firing Solicit and act upon employee and volunteer feedback All open positions are posted internally prior to outside recruitment Interview process established including questions asked, review of expectations and job description A progressive disciplinary process and practice in place prior to releasing an employee Create and communicate performance counseling process Annual performance reviews of all staff 90 day new employee prohibition period with 30 and 60 day reviews April 2014 Orientation to include review of mission, service training, policies and procedures and position description. Copies of personnel policies should be provided and acknowledged with receipt in writing Training provided for appropriate responsibilities Filing employee forms with State and Federal in conformity with governmental regulations Compensation Fair and Just Wage (Excerpt of SVDP Position Statement (2001) The Voice of the Poor Committee recommends to Councils throughout the United States that they investigate and implement a just wage for all employees. The just wage is defined as a salary that will allow workers to at least earn more than the poverty level in their city; should be commensurate with other employers in similar industries; and recognizes the dignity and respect that should be accorded to all workers.) Regular Communication and Meetings held Open employee communication including frequent staff meetings and Society of St. Vincent de Paul 5 Guiding Elements Donations Collection / Fund Raising Recognition Program established for service and performance Monthly and annual program created Any additional bonus incentive is awarded as team effort, with all able to participate Detail Recommended Practice Donations are the lifeblood of the stores. April 2014 consistent “open door” policy Short 5-10 minute “huddle” meetings held daily with staff Monthly meetings including store progress and performance and how it relates to SVDP’s mission Mission / Goals Achieved? Aggressive donation collection policy in place and regularly look for new opportunities to find additional goods. Donations are acknowledged and tax receipt provided Policy in place on goods that are and are not accepted Donations are accepted gratefully, gracefully and handled respectfully. Utilize special events to develop new donors. Compatible with ability of organization Fund raising should not compromise the programs and activities of the stores Fund raising policies consistent with mission Each opportunity must be measured against the mission Reflective solicitation and promotional materials Materials must be accurate and indicate the society, the mission and the intended use Respectful of donor’s interest Donor’s intent should be identified and honored Considerate Solicitation Solicitation should not be excessive Policies that dictate acceptance and Society of St. Vincent de Paul 6 Policies to govern Guiding Elements Community Involvement and Public Relations Guiding Elements Special Works Detail Recommended Practice Provide information about the society, mission and programs Be accessible to those who express interest Work to improve the community Detail Vincentian referral system. Standard of Excellence Building identified with both St. Vincent de Paul and national logo. Mission posted in store. Store Communications to local Community, Members, Volunteers, Donors and Customers Builds and maintains trusting and productive relationships with parish conferences, Councils and other agencies in the community Encourage board, staff and volunteers to join in community needs When appropriate, there is store representation at local community events Recommended Practice Standard of Excellence April 2014 disposition of charitable gifts in-kind donors are acknowledged and converted to future cash donors Communicates Best Practices and shares with other Councils Measures and evaluates the results and effectiveness of Special Works and/or programs Society of St. Vincent de Paul 7 Our management team is looking forward to having you as one of our Store Team members. As such, we take pride in looking out for each other, and all of our customers each and every day. This booklet consists of three parts: 1. Safety topic review 2. “Walk-around-the-store” orientation checklist 3. Retail safety orientation test and answer key Below is a list of the safety topics that will be discussed during your safety orientation. The “Safety topic review” provides an outline and discussion points, by topic, for a formal sitdown orientation session. The topics include the following: B. C. D. E. F. G. H. General sales floor safety Equipment and tools Safety regulations Back safety Prevention of slips, trips and falls Personal hygiene Safety program The “Walk-around-the-store orientation checklist” is designed to be used by Store Management or their designee to introduce new Associates to safety in the store environment by touring the store with a Member of Management or an experienced Associate. This allows much of the “sit-down” safety orientation training to be viewed and understood under real store conditions. Upon completion of the checklist, the form should be signed and dated by Store Management, or their designee, and the Associate. This form can be included in the new Associate’s personnel file. The “Retail safety orientation test and answer key” provides ten questions regarding information covered in the “sit down” and “walk around” store orientation sessions. In addition this test provides a record for the Associate’s personnel file. A. Office safety April 2014 Society of St. Vincent de Paul 8 Box cutter Know how to operate and use the store box cutter Always cut away from yourself Always close the blade when not in use Ladders A. Office safety Accidents and injuries can occur in the office. Below are a few tips to keep you and other Associates from being injured. Choose the right ladder for the job Never leave a ladder unattended on the sales floor Conduct a visual inspection of a ladder to determine if ladder can be safely climbed Adjust office chairs to allow the best sitting posture (back straight and feet flat on the floor) Stand on the first step to determine if ladder can adequately support you Adjust keyboards to allow your wrist to be straight or in the neutral position, and adjust monitors to be at eye level with the screen Always maintain 3-point contact with the ladder, 2 legs and 1 hand or 2 hands and 1 foot. Observe the condition of electrical cords, extension cords and surge suppressors. Report any damage to Store Management Properly store the ladder after use Do not allow customers to use ladders (only qualified Associates) Observe for cords that cross in front of doorways and walking areas. Report these conditions to Store Management Compactors Operate only after instruction has been provided by Store Management Associates under 18 are not permitted to operate a compactor Be sure to engage all safety switches prior to activating the machine There are many areas within a store. Below are a few things to keep in mind while working on the sales floor. Do not enter the hatch leading to the compact chamber for any reason • Make sure the entrance area is clean and orderly • Make sure mats are laying flat and are not damaged Maintenance is provided by authorized personnel only • Aisles should be clear and accessible at all times • Fire exits should be clear and accessible at all times • Display racks and shelves should be full and sturdy • All lights should be in good working order • Electrical outlets should have safety covers • Ceiling signs should be securely attached to the ceiling grid • Clothing racks should be full and stable • Changing rooms should be clean and accessible • Fire extinguishers should be hung and the gauge should be in the “green” zone • Know where the first aid kit is located in the store • Know how to access the janitors closet or storage are Observe mats and carpets for tears and curled edges. Report these conditions to Store Management Never enter a room without turning on the light B. General sales floor safety C. Equipment and tools April 2014 If this equipment has a lockout device or tag attached, DO NOT REMOVE and DO NOT ATTEMPT TO OPERATE Baler Operate only after instruction has been provided by Store Management Associates under 18 are not permitted to operate a baler Be sure to engage all safety switches prior to activating the machine Be aware of the size and weight of the bale that will exit the machine Be sure all wires are securely attached. Maintenance is provided by authorized personnel only If this equipment has a lockout device or tag attached, DO NOT REMOVE and DO NOT ATTEMPT TO Society of St. Vincent de Paul 9 OPERATE Conveyors Operate only after instruction has been provided by Store Management Do not sit, stand, lay on or climb under this equipment at any time If this equipment has a tag and/or lock, DO NOT REMOVE and DO NOT ATTEMPT TO OPERATE Maintenance is provided by authorized personnel only Lift platforms Operate only after instruction has been provided by Store Management If this equipment has a tag and/or lock on this equipment, DO NOT REMOVE and DO NOT ATTEMPT TO OPERATE Maintenance is provided by authorized personnel only Do not access the area beneath the platform Stay away from platform edges without handrails Dock plates (manual and automated) Powered equipment Operate only after instruction has been provided by Store Management Familiarize yourself with the various types of powered equipment in the store (ex. forklift, floor scrubber, motorized pallet jack, motorized shopping cart retriever) Know how to identify licensed operators of this equipment Operate or use only after instruction has been provided by Store Management Manual dock plates are heavy. Call for assistance to lift and move into place D. Safety regulations When putting dock plates in place be cautious not to drop plate on your legs and feet Know the location of Material Safety Data Sheets(MSDS) Make sure dock plates are evenly placed onto trailer floor and building floor Storage bottles should be marked with the contents Automated dock plates require training prior to use Familiarize yourself with the location of the “cleanup” closet and associated tools Lockout/Tagout Dock locks (manual and automated) • Operate only after instruction has been provided by Store Management Pallet jacks Hazard communication Operate only after instruction has been provided by Store Management Be sure equipment is in good working order Pallet jack is designed to be pulled vs. pushed Only use this equipment after instruction has been provided by Store Management Equipment that has been tagged as “out of service” should not be used Report any Associate or Vendor attempting to operate “tagged” equipment to Store Management Electrical controls, circuit breakers or circuit panels having attached locks should not be removed Any questions on locked or tagged electrical, pneumatic, or hydraulic equipment should be forwarded to Store Management Bloodborne pathogens April 2014 Bloodborne pathogens are disease causing organisms found in blood and body fluids Society of St. Vincent de Paul 10 Common Bloodborne Pathogens are HIV, Hepatitis B and Hepatitis C HIV can attack your immune system and destroy your ability to fight infection Hepatitis B and C are viral infections that affect the liver Protect yourself by using disposable latex or vinyl gloves when dealing with blood or body fluids Make sure you cover cuts or skin abrasions on your hands with bandages before putting on gloves When removing gloves, peel one glove from the top of the wrist to the fingertips, then hold it in the gloved hand; with the exposed hand, peel the other glove off tucking the first glove inside the second Never touch the outside of the gloves with your bare hand After removing the gloves, wash your hands thoroughly with a non-abrasive soap and water. Rinse and dry with a clean towel If you think you may have been exposed to HIV, HBV, or HCV, do not panic. Notify Store Management immediately Remember, being exposed to infectious material does not automatically mean you are infected Personal protective equipment (PPE) Specific tasks or jobs in the store require PPE to be worn to protect you from injury when working PPE consist of safety glasses, gloves, knee pads, shoe wear, respirators or dust masks. Additional or other PPE can be required Damaged PPE should be reported to Store Management Fire prevention Be aware and report any conditions or hazards that could cause a fire in the store Keep all walkways and fire doors clear and accessible Clear any cardboard or paper products away from hot April 2014 surfaces or heating equipment Smoking is prohibited in the store. Exceptions are permitted if approved by the Authority having Jurisdiction, such as the local Fire Marshall Report any vandalism in or around the store to Store Management Fire extinguishers Operate only after instruction has been provided by Store Management Notify Store Management of a fire and its location, and Store Management will call 911 If the fire is small and containable, it may be possible to put the fire out using a fire extinguisher There are five classes of fire Wood or paper Flammable or combustible liquids Electrical fires Metal fires Kitchen fires Remember the word PASS if you need to, and who has been trained to use a fire extinguisher PASS: Pull the pin Aim the nozzle at the base of the fire Squeeze the handle Sweep from side to side keeping the nozzle pointed at the base of the fire First Aid If you discover an Associate or Customer has been injured, notify Store Management who will immediately call 911 Observe the area where the injured person is located and try to identify a cause for the injury (ex., fell off ladder, has a severe cut due to broken glass, heart attack, has a burn, etc.) Do not attempt to render any first aid care to the injured person If the person is severely hurt or unconscious, do not attempt to move the person, unless the person’s life is in danger Clear the area and wait for the emergency responders E. Back Safety Stocking, unloading trailers, and moving merchandise can cause pain in your back. Use the following techniques to prevent back injury. Stretch and loosen up your muscles before starting an activity When lifting or moving boxes, utilize the following steps: Get as close to the load as possible Place your feet about a shoulder-width apart, and place one foot slightly ahead for balance Bend your knees over your forward leg, keeping your back straight Always squat with yours legs and avoid forward bending Society of St. Vincent de Paul 11 Get a firm grip on the load, using your palms, and let your legs do the lifting Legs are the largest muscle in your bod, so use them to lift Exhale as you lift; that will relax your back muscles Keep the load close to your body Plan your path of travel Lower the load with your legs and release Another technique is to use the bridging technique. It can be used when reaching across a counter or table surface. Place one hand on a stable surface while using the other hand to lift or move an object If the load is too heavy, ask another Associate for assistance If the load is too heavy for a 2-person lift, consider removing a few items from the container and moving them separately Use a dolly, hand truck, or cart to move heavy items For very heavy items ask for assistance from a qualified and licensed powered equipment operator (forklift, motorized pallet jack, etc.) Report to Store Management immediately any unsafe acts or conditions observed within the store that could cause an injury to a store Associate or Customer F. Preventing slips, trips and falls Slips occur when there is too little friction or traction between your feet and the walking surface The most common causes of slips are wet surfaces, spills, worn shoe soles, and inclement weather conditions Snow and/or sleet should be cleared from parking lots, outside store walkways and ramps During inclement weather (rain, snow, sleet) mats should be positioned at door thresholds leading into the store Damaged mats should be reported to Store Management Disposable, plastic umbrella bags should be positioned at each door leading into the store from the outside during inclement weather Keep merchandise off the floor to prevent trips and falls • Look out for damaged fixtures and displays. Report to Store Management if any repairs are needed • Report torn carpet or damaged tile to Store Management • Know the proper procedures to clean up a spill Personal hygiene Wash your hands frequently • Wash your hands before preparing food, eating, smoking, applying makeup or handling contact lenses If you have a cold and are coughing and sneezing, wash your hands frequently H. Safety program Participate in Store Safety Committee If you see broken equipment or fixtures, or notice a hazard that could cause an injury, report it to Store Management and the Safety Committee April 2014 Society of St. Vincent de Paul 12 Store Surveyed Store Address FIRST AID AND EMERGENCY □ First Aid station provided □ First Aid supplies adequate □ Certified First Aides available □ Emergency numbers posted-Location known RECORD KEEPING AND POSTERS □ State/Federal Injury Records Maintained □ Copies of supervisor's accident/injury reports □ Safety activities documented □ Emergency plan established and posted FIRE PREVENTION AND PROTECTION □ Sprinkler valves locked in open position □ Stock kept at a minimum of 18" from sprinkler heads and heater units □ No smoking signs posted-enforced □ Employee smoking areas designated □ Fire extinguishers mounted-accessible □ Extinguisher locations identified □ Extinguishers adequate-type and number □ Extinguishers inspected-tagged □ Employees trained to use fire protection equipment (extinguishers) □ Fire extinguisher records of service, maintenance and recharging □ Fusible links in sprinkler heads and fire doors free of paint □ Incinerator provided a Class B fire wall and door (fusible link on door) □ Incinerator or compactor area free of combustibles and hazardous materials □ Electrical panels accessible-labeled □ Proper size fuses (if fuse-type) □ Extension cord use held to a minimum and only as a temporary measure □ All electrical wiring installed in accordance with codes □ Compressor room free of combustibles Waste cans of a noncombustible material and provided covers □ Flammable liquids-approved containers □ Noncombustible enclosure-self closing doorboiler or furnance room □ Heat buildup areas clear of combustibles (heaters, appliances, etc.) □ Final Building check at closing □ General housekeeping EMPLOYEE SAFETY □ Electrical equipment-tools grounded □ Sufficient lighting stairs-work areas □ Hand and power tools inspected April 2014 Date □ □ □ □ □ □ Non-exit doors marked-not an exit Ladders in good condition-safety feet as needed Broken glass, metal bands, sharp objects removed from storage and work areas Instructions provided for proper lifting Metal conveyors properly stored Trucks-trailers chocked during unloading WAREHOUSE OPERATIONS □ Aisles clear and well marked □ Storage conditions consistent with good warehousing practices PARKING LOTS-SIDEWALKS-RAMPS □ Sufficient lighting □ Surfaces free of holes, trash, snow □ Obstructions well marked □ Parking areas, travel lanes marked □ No Parking emergency areas identified □ Cart stalls-regular collection GENERAL CONDITIONS-STORE □ Automatic doors operate properly (rate of closing, travel area) □ In-out decals on automatic doors □ Door mats in good condition □ Bubble gum machines, paint mixers, key machines, etc. secured against tipping over □ Cash registers, kiddie rides, water coolers adequately grounded □ All free standing displays at least 48" high □ Shelve stocking regulated to eliminate tripping hazards (boxes) □ Wall and overhanging displays secured □ Shelf displays arranged to prevent stock being knocked from shelves □ Shopping carts in good condition-inspected for loose or bent wheels, sharp edges □ Defective carts removed from service □ Emergency cleanup procedure used □ General sweeping program effective in keeping aisles clear of debris-slipping hazards □ Displays, counters, floors free of loose mats, carpets, projecting metal strips, sharp edges □ Exits clearly marked by illuminated signs which are visible throughout the store □ Emergency lighting in good operational condition-Records of monthly check (if battery units) □ Employees trained in how to handle an accident-involving the public Society of St. Vincent de Paul 13 Comments on Unsatisfactory Conditions Noticed April 2014 Society of St. Vincent de Paul 14 RECOMMENDED CONTENTS OF PERSONNEL FILES 1) Employment a) Request for application b) Employee's original employment application c) Prescreening application notes d) College recruiting interview report form e) Employment interview report form f) Education verification g) Employment verification h) Other background verification i) Rejection letter j) Employment offer letter k) Employment agency agreement if hired through an agency l) Employee Handbook acknowledgment form showing receipt of Handbook m) Checklist from new employee orientation showing subjects covered n) Veterans/Disabled self-identification form o) Transfer requests p) Relocation offer records q) Relocation report r) Security clearance status 2) Payroll a) W-4 Form b) Weekly time sheets c) Individual attendance record d) Pay advance request record e) Garnishment orders and records f) Authorization for release of private information g) Authorization for all other payroll actions 3) Performance Appraisals a) New employee progress reports b) Performance appraisal forms c) Performance improvement program records 4) Training and Development a) b) c) d) e) f) Training history records Training program applications/requests Skills inventory questionnaire Training evaluation forms In-house training notification letters Training expense reimbursement records 5) Employee Separations a) Exit interview form b) Final employee performance appraisal c) Exit interviewer's comment form d) Record of documents given with final paycheck April 2014 Society of St. Vincent de Paul 15 6) Benefits a) Emergency Contact Form b) Medical/Dental/Vision coverage waiver/drop form c) Vacation accrual/taken form d) Request for non-medical leave of absence e) Retirement application f) Payroll deduction authorizations g) COBRA notification/election h) Hazardous substance notification and or reports i) Tuition reimbursement application and or payment records j) Employer concession and or discount authorization k) Annual benefits statement acknowledgment l) Safety training/meeting attendance/summary forms 7) Wage/Salary Administration a) Job description form b) Job analysis questionnaire c) Payroll authorization form d) Fair Labor Standards Act exemption test e) Compensation history record f) Compensation recommendations g) Notification of wage and or salary increase/decrease 8) Employee Relations a) Report of coaching/counseling session b) Employee Assistance Program consent form c) Commendations d) Employee written warning notice e) Completed employee suggestion forms f) Suggestion status reports 1) WHAT SHOULD NOT BE IN A PERSONNEL FILE a) Medical Records i) Physician records of examination ii) Diagnostic records iii) Laboratory test records iv) Drug screening records v) Any of the records listed above in the discussion on HIPAA vi) Any other medical records with personally identifiable information about individual employees b) Investigation Records i) Discrimination complaint investigation information ii) Legal case data iii) Accusations of policy/legal violations c) Security Clearance Investigation Records i) Background investigation information ii) Personal credit history iii) Personal criminal conviction history iv) Arrest records d) Insupportable Opinions April 2014 Society of St. Vincent de Paul 16 i) Marginal notes on any document indicating management bias or discrimination (e.g.: "This guy's too fat. He'd never make it," or "She's too old for this job.") April 2014 Society of St. Vincent de Paul 17