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CherryAssist Handbook

Mike Reyes

Joshua Carrasco

Last edited 277 days ago by Joshua Carrasco

Created: August 20, 2023

Effective Date: November 03, 2023

Welcome!

Welcome to CherryAssistant! We are thrilled to have you join our team. As an individual contractor at CherryAssistant, you will play a vital role in our company's success while learning to grow professionally and personally in a supportive and rewarding work environment.

CherryAssistant believes in long-lasting relationships within our team and with our clients. Our virtual assistants, with expertise in various fields, collaborate seamlessly with our clients to ensure exceptional, quality support at the highest level.

The team at CherryAssistant greatly values diversity and is committed to creating a workplace that is inclusive and welcoming to all individuals regardless of gender, ethnicity, or background..

This contractor handbook has been created to provide you with important information about our company policies, benefits, and expectations. We strongly advise you to take the time to read and process the information in this handbook prior to meeting your first client.

Once again, we are so excited to have you join our team and look forward to getting to know you better.

Sincerely,

Dhungjoo Kim CEO, CherryAssistant

Our Mission

“To empower business operators to achieve their goals by providing exceptional support through our network of committed, collaborative, and communicative assistants.

To develop and nurture the growth of our team members in a supportive working environment .”

Our Vision

“To be the leading provider of phenomenally talented virtual assistants who enable their clients to thrive on a daily basis. “

Company Culture

Open communication - We encourage transparency and collaborative feedback.

Continuous learning - We strive to continuously expand our breadth of skills and knowledge.

Accountability - We take ownership of our work and always fulfill commitments.

Positivity - We maintain an upbeat, can-do attitude.

Teamwork - We strive to be supportive of each other and act as a team player.

Company Values

Excellence - We aim for the highest quality in everything we do.

Integrity - We value honesty and a strong moral compass.

Service - Our clients' needs are our top priority.

Growth - We embrace change and continually push ourselves to be better than the person we were yesterday.

Community - We maintain a welcoming and inclusive environment for all team members.

Joining the Team

Onboarding Process

Welcome to our digital workspace! As you embark on this journey with us, we aim to ensure a seamless and efficient remote working experience for you. Establishing a consistent routine and defining clear boundaries are pivotal for harmonious work-life integration. We urge you to go through our guidelines for remote operations and acquaint yourself with the digital tools and platforms we utilize for team synergy. Open communication is the cornerstone of our remote culture, so always feel free to engage with your team or supervisor for any clarifications or feedback. Together, we'll optimize our virtual collaboration and achieve our shared objectives.

Probationary Period

The individual contractor must successfully complete a probationary period of six (6) months (the 'Probationary Period') starting from the Commencement Date. A ‘check-in’ will be conducted bi-weekly. During the Probationary Period, where allowed by law, the contracting party retains the right to terminate the agreement without any notice or compensation to the individual contractor, except for compensation due for tasks already accomplished.

Skill Development

Skill enhancement is a pivotal aspect of our virtual work program. As a member of our digital team, you hold the responsibility to uphold your efficiency and ensure that the quality of your work remains consistent with our esteemed standards, just as it would in a physical office environment. We offer 1:1 coaching and/or training sessions tailored to boost your capabilities for thriving in a virtual workspace, emphasizing areas like time management, effective communication, and mastering digital tools. We urge you to tap into these resources to further refine your competencies. Additionally, we welcome you to contribute by sharing your insights and effective strategies with the team, fostering a cohesive and enriching virtual work culture. United, we'll harness the potential of our digital collaboration and fulfill our collective aspirations.

Code of Conduct

Dedicated Workspace: Establish a conducive and interruption-free workspace to concentrate on tasks. Refrain from working in areas like your bed or couch as they can hinder productivity and blur the lines between work and relaxation.

Time Management: Commit to a consistent work routine to demarcate professional tasks and personal relaxation. It's crucial to incorporate breaks to rejuvenate.

Tech Savviness: Equip yourself with indispensable hardware and software tools essential for your roles. Regularly update and safeguard your tech resources and reserve company-provided devices exclusively for professional activities.

Continuous Communication: Maintain open lines of communication with peers and supervisors via online conferences, emails, or chat platforms. Regularly update your manager and partnered clients on your task status and be prompt in replying to their communications.

Information Integrity: Safeguard classified information, refraining from unauthorized dissemination. When required, opt for password-restricted documents and secure communication pathways.

Digital Discretion: Individual contractors associated with CherryAssistant are explicitly advised against listing or referencing CherryAssistant on any personal or official online platforms, like LinkedIn, both during and post their engagement period. This guideline is applicable to all online interactions, be it posts, comments, digital profiles, or any content that cites CherryAssistant.

Uphold Professionalism: Preserve a professional demeanor and ethics, even in a home environment. Refrain from personal endeavors during work intervals and dress suitably for video interactions.

Mutual Respect: Engage with peers, clients, and partners with respect, professionalism, and civility, even in virtual communications.

Reliability: Honor your commitments and respect deadlines. In situations where potential challenges might delay task completion, alert your manager promptly.

Policy Adherence: Comply with all CherryAssistant's regulations and protocols, encompassing aspects like data protection, company equipment utilization, and working hours.

Focused Approach: Minimize personal distractions during working hours, such as personal social media, casual phone conversations, or any activity unrelated to work.

Availability: Ensure your availability during the stipulated work hours and be prompt in addressing messages. If you foresee unavailability exceeding 2 hours, inform your manager and team ahead of time.

Accountability: Assume responsibility for your tasks and the outcomes. Respect deadlines, seek assistance when required, and offer insights for refining workflows and methodologies.

Working Hours

Standard Work Week: The standard work week is 10-40 hours depending on your Client.

Time zone: The time zone of work shall be dependent on the client and the VA shall briefed about this prior to onboarding with the client. The VA shall follow the clients preferred time zone.

Start Time: The workday begins depending on the Client’s preference. Team members are expected to sign in before this time and greet the team with a "Good day!" (or any greeting you want) in Slack.

Lunch Break: You can take a lunch break lasting between 30 to 60 minutes at your leisure (for full-time only).

Sign-Off: The workday ends depending on the agreed time with the Client. Please say "goodbye" in the team chat in Slack before signing off.

Work Duration: You are expected to work 2-8 hours per day (depending on your contract), Monday to Friday.

CherryAssistant Standards

To establish a clear framework and anticipate the team's conduct:

Scalability: Document and refine your approach or system to ensure it can be expanded and adapted by others.

Problem-Solving Approach: Adhere to the 1.3.1 method (1 issue, 3 arguments, 1 actionable solution) for effective problem resolution.

Resource Utilization: Maximize the intranet - it's your primary repository for training resources.

Open Communication: If a concept isn't clear, voice it. Seeking clarity is encouraged.

Punctuality in Reporting: Ensure that reports are both accurate and dispatched promptly (at least 24 hours before the stipulated deadline).

Data Integrity: Always validate and trust the data before showcasing it.

Resilience: Challenges are inevitable. When faced with setbacks, assess, learn, and bounce back with renewed vigor.

Hierarchy of Roles

Cherry Seedling

Recently completed university or high school education.

Possesses minimal to no hands-on industry experience.

Eager to acquire knowledge and excel in a novel role.

Demonstrates a positive mindset, ready to embrace the entirety of role management.

Cherry Sprout

At least 1 year of industry exposure.

Familiar with necessary tools and skills.

Directly reports to Ripe Cherry or Cherry Cluster.

Engages in the exploration of emerging technologies.

Upholds and complies with established standards.

Assists in overseeing all departmental tasks.

For progression, evaluation is done by the Ripe Cherry or Cherry Cluster.

Ripe Cherry

A minimum of 3 years immersed in CherryAssistant.

Highly skilled in required tools and techniques.

Directly reports to Cherry Cluster.

Continuously scouts for new technological advancements.

Maintains and sticks to set standards.

Strategizes ways to refine or exceed existing results.

Actively assists in managing departmental operations.

Recognized as the primary problem solver; ultimate responsibility lies with them.

Capable of independently handling job duties.

Operates with complete autonomy.

For progression, evaluation is done by the Cherry Cluster.

Cherry Cluster

Boasts of at least 5 years in CherryAssistant.

Expertise in the necessary tools and skills.

Directly reports to Cherry Harvest Master.

Consistently on the lookout for innovative technologies.

Preserves and adheres to company standards.

Charts out strategies to enhance or go beyond current outcomes.

Plays a crucial role in managing departmental endeavours.

Acknowledged as the chief troubleshooter; ultimate responsibility rests with them.

Excellently manages the required tasks.

Operates with full autonomy.

For progression, evaluation is done by the Cherry Harvest Master.

Cherry Harvest Master

The roles and responsibilities tied to the Cherry Harvest Master position will be deliberated and documented in collaboration with the upper echelons of the organization. This will be the next step once a Cherry Cluster has surpassed its current role and seeks more advanced and demanding tasks within the organization.

Training

Upskilling is facilitated through 1:1 coaching and online training courses we provide.

Key: Skill Levels

The cherry symbols below designate the proficiency required for each level:

🍒 - Basic understanding, but formal training is required.

🍒🍒 - Can execute tasks with guidance or supervision.

🍒🍒🍒 - Capable of autonomous task completion without oversight.

🍒🍒🍒🍒 - Proficient enough to train others.

🍒🍒🍒🍒🍒 - Expertise at its peak, able to mentor or guide multiple individuals.

Assessing Progress & Outcomes

KPIs (Key Performance Indicators)

KPIs serve as individual data points or 'health metrics' that help in gauging and monitoring the performance of regular business operations.

OKRs (Objectives & Key Results)

Often referred to as "Rocks" or "Pebble" projects.

Objective (The Aim)

Objectives outline 3-5 primary goals or endeavors we aim to establish, enhance, or innovate upon.

Key Results (The Path)

Key Results detail the methods to achieve the stated objective.

They act as quantifiable benchmarks that monitor progress towards the respective Objective.

Generally, an Objective will have around 3-5 associated Key Results.

Key: Skill Levels

The following cherry symbols are indicative of the skill ability required for each level:

🍒: No Skills

Give the project to someone else.

🍒🍒: Training Required

Tell them exactly what to do.

Provide a step-by-step system.

Micro-manage.

🍒🍒🍒: Can Do with Supervision

Requires Coaching.

Ask questions and coach them to come up with the solutions (think 1:3:1).

Discuss and explain why it's done in a particular manner.

🍒🍒🍒🍒: Can Do without Supervision

Problem Solving (independently). Clearly define the goal and provide the plan. They understand the 'why' and take it from there.

🍒🍒🍒🍒🍒: Can Train Others

Here's the goal: They formulate the plan and execute it.

No need for active follow-up (it may be considered insulting to do so).

Leveling Up: The Path to Advancement

How to Level Up

Tenure Requirement: You must have been in your current role for at least one year.

Initiate the Process: When you feel confident in your ability to perform the new skills required to level up, initiate a conversation with your Team Leader or Directors to get the process started.

Preparation Period: Allocate a two-month consultation window to prepare for the test and assessment.

Test Phase: Undergo the designated examination to evaluate your skills and readiness.

Assessment: Evaluation will be conducted by Directors, leading team members, and potentially external advisors.

Grace Period: Allow for a six-month gap between any subsequent testing attempts.

Time-Off Request

Notification: Cherry Assistants should submit their time-off requests a minimum of two weeks prior to any scheduled leave.

Extended Leave: For leaves extending three days or longer, please submit your request at least a month in advance. Conditions for Time-off: The Virtual Assistant will have 2 choices if and when he requests time-off. These are the choices:

The VA may offset the hours based within the week or month equivalent to the number of hours they missed.

The VA may opt to reduce their pay for the week based on the number of hours missed.

Sick Leave Policy

Usage: Sick leave is intended for medical emergencies and cannot be scheduled in advance, except for medical reasons like doctor appointments.

Notification: If you require sick leave on the day, please message, call, or email anyone from the management as soon as possible. Indicate the expected duration of your absence and whether you wish to log this time as sick leave or make up the hours at a later date.

Getting Paid

Payment Schedule: Payment for services rendered shall be transferred every Friday of the week. Payment shall be prorated based on the number of actual hours rendered for CherryAssist and/or it’s clients. Any instances that this schedule is not followed shall reported to management for immediate fixing.

Payment Method: Payments are made in Philippine Peso via Gusto or Wise. Transactions typically clear within 3 to 5 days for Gusto and on the same day for Wise.

Advancements: The VA shall be allowed one request for advance payment per month. Other succeeding requests will be denied by management.

Request for Increase: The VA shall have the right to request for increase after a month of working for the client and Cherry. The increase shall be subject to the review and approval of management and client. The review shall cover a review of the following:

Client feedback on performance.

Cherry Management feedback on performance.

Notice for acceptance or denial of increase: The management or the owners of Cherry shall inform the VA if the request for increase has been approved or disapproved along with reason. If an increase has been approved, the VA shall be informed as well on the amount and when this increase shall take effect and be reflected to their weekly payments.

Overtime

Expectations: At times, reasonable additional hours might be necessary to wrap up projects. It's anticipated that an individual’s proficiency and effective self-management will minimize the need for extended work hours. If one's skills, time management, or task completion do not meet the expected standards, unpaid extra hours might be needed to make up for reduced productivity and efficiency.

Having Fun & Feedback

Enjoyment: Life should be enjoyable. If you're not having fun, something might be amiss. It's your responsibility to convey this during the weekly Retro meeting or to your Team Leader, be it through Slack, email, or during your 1:1 discussions.

Communication: Most challenges can be easily addressed. The secret lies in open communication and sharing.

Exiting the Organization

This outlines the protocols for both resignations and terminations among our individual contractors. Additionally, we touch upon the step-by-step disciplinary procedures that could, in certain cases, lead to contract termination.

As a reminder, we operate on an "at-will" basis. This implies that either you or CherryAssistant have the liberty to dissolve our contractual relationship at any given moment, provided the reason is not discriminatory.

Structured Disciplinary Procedure

This section is dedicated to delineating the measures undertaken to address any inappropriate conduct by our individual contractors in accordance to our

3 strikes policy⁠

. Our intent is to offer you the opportunity to rectify any behavioral lapses, with our assistance, whenever feasible. We are also committed to rigorously investigating and addressing severe violations.

Our structured disciplinary approach consists of six ascending steps, as follows:

Initial Verbal Caution or Warnings

Casual Conversation with Supervisor

Formal Written Notice or Notice to Explain (NTE)

Official Disciplinary Discussion

Sanctions

Contract Termination

The particular step activated in the disciplinary process is contingent on the severity and type of the offense committed aligned to the

3 strikes policy⁠

. For instance, a minor, singular violation like not adhering to our dress code will initiate the first step. Conversely, egregious offenses, such as sexual harassment, will escalate directly in accordance to the

3 strikes policy⁠

If you are in a managerial role, it's your responsibility to inform your team members when initiating a structured disciplinary procedure. Highlighting a performance issue is not synonymous with issuing a verbal warning and could merely be a part of routine feedback. If you deem it necessary to commence a structured disciplinary process, please notify the affected individual and consult with higher management to clarify our comprehensive procedure.

It's at the discretion of the management to either bypass or revisit certain steps. While our policy serves as a guideline, unique circumstances may require divergent actions. However, we are always obligated to act justly, lawfully, and maintain documentation for each phase of the disciplinary process.

Please note that our organization reserves the right to bypass the structured disciplinary steps entirely. As "at-will" contractors in the U.S., your contract may be terminated outright without the initiation of a disciplinary process, especially in cases involving serious offenses like sexual harassment.

Voluntary Contract Termination

Resignation occurs when you voluntarily communicate with the CEO or your immediate supervisor about your intent to cease your working relationship with CherryAssistant. Additionally, an absence from work for five consecutive days without prior notification will be construed as a de facto resignation.

While you are not mandated to provide advance notice before terminating your contract, we would greatly appreciate a heads-up. For operational coherence and to ensure a seamless transition, we kindly request a minimum of two weeks' notice. For those in specialized or executive roles, a notice period of at least one month is encouraged where feasible.

Although verbal resignations are acknowledged, our preference leans towards a formal, written, and signed notice for record-keeping purposes within our HR department. You can expect an official acknowledgment of your resignation within two working days.

Should you initiate the resignation process through our CEO, they will duly inform your manager if you haven't already. The decision to share your resignation news with your team lies with you, but we advocate for transparent communication.

Involuntary Resignation Prohibition

We uphold the principle that your choice to resign should be a voluntary action, free from coercion or force. Any attempts to force a resignation, either directly or indirectly, are considered constructive dismissal and will not be tolerated at CherryAssistant.

Prohibited Actions for Contractors

We uphold a certain standard of behavior from our contractors. We expect our contractors to maintain professionalism in and out of the operations of the company. To elaborate, the following actions by any member of our team are expressly forbidden:

Creating a work atmosphere that is hostile or unwelcoming.

Explicitly or implicitly pressuring a contractor to submit their resignation.

Engaging in victimization, harassment, or retaliation against a fellow contractor, client of cherry, and cherry management.

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