2. A R B O R B U I L D I N G S E R V I C E S , I N C .
H E A V E N L Y H A N D S H O M E C L E A N I N G S E R V I C E
First Edition: March 30, 2005
Written by: Ron Wilbanks
Arbor Building Services, Inc.
2500 Packard Road • Suite 209
Ann Arbor, MI 48104-6864
Phone 734.971.7890 • Fax 734.971.0872
Arbor Building Services, Inc. is a dynamic, for profit organization dedicated to providing the highest quality
snow removal, industrial and home cleaning services to the clients we serve. From the smallest house to the
largest office buildings, Arbor Building Services, Inc. offers the highest degree of professionalism at all times.
The Company is an equal opportunity employer, which seeks to make the community that it serves a better
place to live.
The purpose of the manual is to familiarize you the employee with what is expected of you while employed in the
service of this company. By following this document and all that follows, will insure that everyone will have an
enjoyable and fulfilling experience at this company.
4. Table of Contents
C H A P T E R 1
Rules and Regulations 1
Disciplinary Action 4
Alcohol and Drug Policy 7
No Smoking Policy 8
Sexual Harassment Policy 9
Dismissal Procedures 11
C H A P T E R 2
Health and Safety 12
Hazardous Materials 12
Hazmat Placards 13
Medical Emergencies 16
Severe Weather 17
Lightning Safety Rules 17
Severe Thunderstorm & Tornado Safety 18
C H A P T E R 3
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C H A P T E R 4
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5. Rules and Regulations
Remember: Courtesy, Respect, Safety, Service, and Pride are the
main goals we strive for with every client.
ll personnel are expected to follow acceptable business and professional
principles in matters of business and personal conduct as Arbor Building
Services Inc. employees accepting responsibility for the appropriateness of
their own conduct, and to exhibit a high degree of personal and
professional integrity at all times. It is impossible to list all forms of conduct that
might be considered inappropriate. Certain behaviors (such as theft, fighting, and
threats of violence, violation of the alcohol and drug policy, insubordination,
falsification of records) are clearly unacceptable at any time in any workplace.
Other forms of conduct (such as failure to cooperate with other employees,
harassing or intimidating others, rudeness), while often more subtle, are also
Arbor Building Services, Inc. expects all employees to adhere to the following
1. Observe the highest standard of professionalism at all times.
2. Perform responsibilities in a manner consistent with values and ethical standards.
3. Comply with all laws, policies and regulations applicable to the company.
4. Treat others, including clients, vendors and employees, with dignity and respect.
5. Perform job responsibilities at a satisfactory level.
Unsatisfactory performance, work habits, overall attitude, conduct or demeanor;
violation of company policies, procedures, or guidelines; or any other behavior or
conduct deemed inappropriate by the company may lead to disciplinary action, up
to and including dismissal of employment.
1. Employees are expected to be on time. The workday starts at 8:15 a.m.,
Monday - Friday, but you may be asked to work some Saturdays if the
workload calls for it.
2. Employees are requested to make out their schedules 30 days in advance.
This is to give management ample time schedule clients and employees in
the most efficient manner possible.
3. When arriving at the main office, maids shall pickup their team binder,
which will have your daily assignments contained inside. Every effort will
be made to provide you with accurate directions on how to arrive at your
assignments, perform the job properly, and any special cleaning instructions
once inside the residence.
4. Some clients have provided us with keys and alarm codes for their
residences. DO NOT give out the alarm codes or make copies of any keys
without permission from company management.
5. DO NOT make any disparaging comments about a person, place of
business, their home or both, while any client is present. Save these
comments for when you are alone or back at the office.
Disciplinary action will be handled in a manner that management considers
appropriate dependent upon the nature of the violation. Arbor Building
Services, Inc. reserves the ability to terminate an employee immediately based
on the severity of the violation without utilizing progressive discipline.
Moreover, we will utilize progressive discipline by taking one or more
disciplinary actions. These include, but are not limited to the following:
Suspension, without pay.
Extension of training period.
Performance improvement plan.
Involuntary termination/dismissal for cause.
Some examples of situations that may result in disciplinary action or dismissal
for cause include:
1. Conviction of a criminal offense or misdemeanor involving moral
turpitude, sexual offenses or crimes, or a felony of any nature.
2. Violation of any provisions of the policies, procedures, rules and
regulations of Arbor Building Services, Inc., or an attempt to or
commission of any act, or acts intended to nullify, or mitigate any
provisions of these policies and procedures.
3. Employees are strictly prohibited from unauthorized access, entry,
alteration, tampering, falsification, copying, or distribution of client,
personnel, payroll, or other records. Violations shall include attempting
to assist, or conspiring to assist another employee in committing the
offenses outlined above. Employees or others in violation of this policy
will be discharged at once.
4. Exhibition of written, verbal threats or physical violence.
5. Any misconduct related to work performance such as willful and
intentional disregard for the employer’s interest, improper behavior,
lying or intentional wrongdoing. Any conduct unbecoming employees
of Arbor Building Services, Inc. This includes any behavior or conduct
deemed inappropriate by the Management, arrest, offensive conduct or
language toward the clients, public, visitors and Arbor Building
Services, Inc. employees.
6. Insubordination - Refusal to carry out a legitimate work assignment,
failure to obey any lawful and reasonable direction made and given by a
supervisor, intentional slow downs, defiant or insolent behavior.
7. Continual antagonistic behavior toward superiors or fellow employees,
criticizing orders or rules issued and policies adopted by supervisors, or
conducting themselves as to interfere with the proper coordination of
the employees of Arbor Building Services, Inc. to the detriment of the
objectives to be accomplished.
8. Excessive absenteeism or lateness (including unauthorized extensions
of lunches and breaks or leaving early without prior approval).
9. Absences without approved leave for more than three consecutive work
days (abandonment of position) during the snow removal season.
10. Incompetence, negligence or inefficiency to such an extent that
performance falls below reasonable minimum standards.
11. Behaviors which negatively influence the work of others.
12. Intoxication or under the influence of alcohol, intoxicants or narcotics
while working or while representing Arbor Building Services, Inc. in an
13. Carelessness or negligence with property of Arbor Building Services,
Inc.; stealing or misplacing/misusing equipment, materials, property or
any other thing belonging to Arbor Building Services, Inc. or any
14. Misappropriation of employee, client or company funds and accounts.
15. Taking any fee, gift or any thing in value in the course of his/her work
or in conjunction therewith for special consideration.
16. Falsification of any records, including time records, or failure to report
absences from duty to respective superiors in accordance with the
17. Incapacity to a degree that the employee cannot carry out his/her
18. Possession of a firearm or any other weapon.
19. Failure to disclose or providing intentionally misleading information in
securing or maintaining a position.
There may be other situations that would constitute grounds for disciplinary
action or dismissal for cause that are not listed here. Contact management for
Alcohol and Drug Policy
Arbor Building Services, Inc. is dedicated to the well-being of its employees
connected with this company. Concerned with the misuse of alcohol and other
drugs (both licit and illicit), it is the policy of this company to enforce an
absolute zero tolerance policy regarding this matter. The purpose of this policy
A. Ensure that employees are not impaired in their ability to perform
assigned duties in a safe, productive, and healthy manner.
B. Create a workplace environment free from the adverse effects of drug
and alcohol abuse or misuse.
C. Prohibit the unlawful manufacture, distribution, dispensing, possession,
or use of controlled substances.
D. Encourage employees to seek professional assistance at any time
personal problems, including alcohol or drug dependency, adversely
affect their ability to perform assigned duties.
Arbor Building Services, Inc. recognizes that the possession and/or use of
certain substances are illegal, and is obligated to comply with local, state, and
Federal laws, including but not limited to the Omnibus Transportation
Employee Testing Act of 1991, and associated U.S. Department of
Transportation and Federal Transit Administration regulations, and the Drug
Free Workplace Act of 1988. Moreover, if you are found to be in violation of
any portion of this rule section, especially in regards to the use of illicit drugs,
this information will be turned over to the appropriate law enforcement agency
for criminal prosecution.
1. While on the clock or engaged in any company related-activity,
employees must be in a fit condition to perform appropriately. Being
under the influence of alcohol and/or drugs is prohibited and may
subject the individual to disciplinary action, up to and including
dismissal. All aspects of this policy will be applied in an unbiased and
2. Employees will be evaluated on their work performance. If alcohol
consumption or the use of any other drug affects an employee's
performance, appropriate action will be taken. However, if an
employee's performance continues to deteriorate, Arbor Building
Services, Inc. will discipline the employee based on his or her job
performance. Poor job performance will lead to discharge.
3. Educational and training material is available from the Human
Resources Office (HRO) for employee assistance.
4. Employees who engage in any illegal activity involving alcohol or other
drugs that violate company policy are subject to dismissal.
No Smoking Policy
Arbor Building Services, Inc. is committed to providing its personnel with a
smoke-free work environment to protect the health, welfare, and comfort of all
employees from the adverse effects of tobacco smoke from cigarettes, cigars,
and pipes. The intent of this policy is to avoid conflict between smoking and
non-smoking employees, management, and to ensure accommodations for
nonsmokers' preferences. The scope of the policy is as follows:
1. Smoking is prohibited on all company property. This includes the
computer operations room, management offices, reception areas,
restrooms, and hallways inside 2500 Packard Road, and other common-
2. Smoking is strictly prohibited inside ALL company vehicles.
3. Smoking is prohibited downstairs in the storage closets, or where any
chemicals, or cleaning supplies are located at.
4. Smoking is prohibited while at a client’s house, or place of business.
You may, however, smoke outside the front entrance of 2500 Packard Road,
but do not discard any cigarette or cigar butts on the ground. Dispose of them
in a clean and safe manner, so not to cause any fire hazard.
It is the intent of Arbor Building Services, Inc. to protect all employees from
sexual harassment. Sexual harassment is a violation of Title VII of the Civil
Rights Act of 1964. Sexual harassment undermines the integrity of the
employment and working environment, debilitates morale, and interferes with
the effectiveness of employees and management. In accordance with the Equal
Employment Opportunity Commission’s promulgated guidelines, unwelcome
sexual advances, unwanted requests for favors of a sexual nature, and any other
unwanted verbal or physical conduct of a sexual nature are considered sexual
A. Explicit or implicit submission to sexual overtones is made a term or
condition of employment or academic program status.
B. Employment status decisions are made on the basis of whether
submission to or rejection of sexual overtones occurred.
C. A sexually intimidating, hostile, or offensive atmosphere unreasonably
interferes with an individual’s work or performance.
At Arbor Building Services, Inc., sexual harassment of or by employees
1. Unwelcome or unwanted sexual advances. This includes unwelcome
physical contact or sexual advances considered unacceptable by another
2. Requests or demands for sexual favors. This includes subtle or blatant
pressures or requests for any type of sexual favor, accompanied by an
implied or stated promise of preferential treatment or negative
consequence concerning one's employment status.
3. Verbal abuse that is sex-oriented or considered unacceptable by another
individual, as well as sexually derogatory comments. This includes
commenting about an individual's body or appearance when such
comments go beyond mere courtesy, telling jokes that are clearly
unwanted and considered offensive by others, or other tasteless
sexually-oriented comments, innuendoes, or actions that offend others.
4. Engaging in any type of sexually orientated conduct that would
unreasonably interfere with another’s performance while engaged in a
company work assignment. This includes extending unwanted sexual
attention to someone that reduces personal productivity or time
available to work on assigned tasks.
5. Creating a work environment that is intimidating, hostile, or offensive
because of unwelcome or unwanted sexually-orientated conversations,
suggestions, requests, demands, physical contacts, or attentions.
Arbor Building Services, Inc. will not tolerate sexual harassment. Sexual
harassment is an insidious practice. It demeans individuals being treated in such
a manner, and creates unacceptable stress for the entire organization. Persons
harassing others will be dealt with swiftly and vigorously.
Normal, non-coercive interaction that is acceptable to both parties is not
considered to be sexual harassment.
All allegations of sexual harassment of or by an employee, client, or vendor
will be promptly and thoroughly investigated by the management and should be
reported promptly to Vice President.
Any individual who violates any portion of this policy will be subject to
disciplinary action, up to and including discharge.
Any manager or supervisor with the authority to hire and dismiss employees
may dismiss a subordinate employee under his/her jurisdiction at any time in
consultation with the President or Vice President of the company.
Before the effective date of any such dismissal, Arbor Building Services, Inc.
through the manager or supervisor should work with management prior to any
communication with or adverse action toward the employee.
In the event of a discharge, the following will apply:
1. The supervisor will work with management to go over specifics leading
up to dismissal to determine if discharge is appropriate action to take.
2. The office manager will forward dismissal paperwork through the
President or Vice President for processing the dismissal forms and for
the distribution of the final salary payment.
3. Final salary payment will be based upon the number of work days
completed, and any deductions needed to replace damaged or lost
equipment. Wages in lieu of notice may be appropriate; hence,
management will make this determination. Any over payment or under
payment will be reconciled at the time of dismissal.
If an employee feels that they have facts that support that they have been
subjected to an adverse personnel action resulting in the loss of pay (i.e.,
discharge, suspension, demotion), they are entitled to utilize the grievance
procedure. The following employees will not be subject to the grievance
Employees within any probationary or orientation period.
Temporary, on-call and substitute employees.
Seasonal snow removal employees.
Executive personnel - executive employees reporting directly to and
serving at the pleasure of the President and Vice President.
Health and Safety
veryday, we come in contact with chemicals, which under normal
circumstances make life much easier for all of us. There are, however,
certain times when these everyday items can be misused or accidentally
mixed together causing a potentially life-threatening scenario to unfold,
where seconds can mean the difference between life and death. This section will
attempt to help you identify potential hazards and how to deal with them
When working with any chemicals, such as cleaning agents or other common
materials, the following rules must be observed at all times:
1. Use only the chemicals required for a particular process, do not make any
2. Review the safety information on all products and understand how to use
3. Fully understand any hazards that might be associated with the chemicals
you are using and know the associated health risks.
4. Wear proper eye protection if required.
5. If you happen to get any chemical agents into your eyes, mouth or nose, rise
and flush this area immediately, in concurrence with the prescribed safety
rules for that product.
Title 49 of the Code of Federal Regulations (CFR), requires that all areas where
hazardous chemicals are stored or transported must have a placard marker that
clearly identifies the immediate threat to human life from the chemicals contained
therein. The following is a complete list of placards that you might see or come in
contact with. Please observe all safety rules for the handling and use for any of the
Class 3: Flammable Liquids
RED indicates flammables and combustible materials, whether liquid, solid or
gaseous, such as gasoline, gasohol, kerosene or diesel fuel.
The red placard indicates the cargo is easily ignitable. Explosion is possible and
vapors may cause dizziness or suffocation. Vapors could ignite. Do not approach
closer than one kilometer (one-half mile) in all directions, especially if the container
is on fire.
Class 5: Oxidizers
YELLOW indicates any substance that may react violently with other chemicals
producing toxic or flammable gases.
The yellow placard indicates materials that may react violently with other
chemicals. These reactions may vary. For example, organic peroxide may ignite by
itself if exposed to air or heat, sparks or flames. It may burn rapidly much as a flare.
Liquid oxygen may cause frostbite and vapors should be avoided. A flare may
produce irritating or harmful gases. During an emergency, stay upwind. Since many
of these gases are heavier than air, it is advisable to avoid low areas where
Class 6: Poisons
WHITE indicates any substance such as poison, poison gas, chlorine or corrosive
materials which present a severe health hazard.
The white placard, often with the skull and crossbones symbol, indicates a severe
health hazard. The substance may be poison gas, insecticide, fungicide,
hydrochloric acid, chlorine, hydrogen cyanide or other injurious substance. Always
approach from upwind. Stop and retreat if dizziness or other symptoms occur or if
odors are present.
Class 8: Corrosive Liquids
Read above for Class 7
Class 9: Miscellaneous
Used when extra caution is needed.
The following placards will NOT be found in any capacity at this company, but are
presented here for reference only:
Class 1 Explosives
ORANGE indicates explosives or blasting agents.
An orange placard indicates materials that (a) explode or detonate such as
dynamite and military rockets; (b) deflagrate, such as gunpowder; and pop,
such as blasting caps and fireworks. In emergency situations, stop all traffic and
clear the area for one-half mile in all directions.
Class 2 Compressed Gasses
GREEN indicates a highly pressurized substance which could explode in the
heat of a fire.
The green placard indicates highly pressurized materials and gases such as
nitrogen, carbon dioxide or other non-flammable gases. Although the
substances may not ignite readily, they may be harmful if they are inhaled.
Vapors can be extremely irritating and burn the skin or eyes. Contact with
pressurized liquid may cause frostbite. The container may explode in the heat
of a fire.
Class 7: Radioactive Materials
In medical emergencies, workers should follow these general guidelines:
1. Remain calm.
2. Call 9-1-1 for emergency response.
3. Initiate lifesaving measures if required.
4. Contact management immediately.
5. Do not move injured person unless there is danger of further harm.
6. Keep injured person warm.
7. If hazardous chemicals are involved DO NOT move, or go near the victim
and stay clear of the area. You would only be placing your own life at risk
by attempting to rescue them.
Chemical Spill on Body
1. Flood exposed area with running water from faucet or shower for at least 5
2. Remove contaminated clothing at once.
3. Make sure chemical has not accumulated in shoes.
4. Obtain medical attention, if necessary.
5. Report the incident and exact location to management immediately.
Hazardous Material Splashed in Eye(s)
1. Immediately rinse eyeball(s) and inner surface of eyelid(s) with water
continuously for 15 minutes.
2. Forcibly hold eye(s) open to ensure effective wash behind eyelids.
3. Obtain medical attention.
4. Report incident to management immediately.
Minor Cuts and Puncture Wounds
1. Vigorously wash injury with soap and water for several minutes.
2. Use first-aid supplies if available.
3. Obtain medical attention.
4. Report incident to management immediately.
Michigan is a state that has a much diversified climate, which often leads to some very
dramatic clashes between the seasons. Each year around the nation, more people are
killed by floods and lightning than by hurricanes and tornadoes. Our state is no
exception to this rule. By carefully following these safety rules you can avoid becoming
Lightning Safety Rules
Lightning actually kills more people every year, on average, than tornadoes in the
United States and here in Michigan. It is the NUMBER TWO KILLER, behind
flooding, in nature. We get thousands of thunderstorms in Michigan each year, and
each one is a potential threat to life.
Sadly, most people who are killed by lightning put themselves in unnecessary
danger. The top places for people to get killed by lightning are on ball fields, golf
courses, boats, and tractors without cabs. Did you know that lightning can strike the
ground 16-20 kilometers (10-12 miles) from the parent storm? This is called a "bolt
from the blue" and can pose a serious threat. This is why we tell people to take
shelter from the storm AS SOON AS YOU CAN HEAR THE THUNDER!
Once you are inside, however, there are a couple of things you will want to
1. Talking on a corded telephone.
2. Touching electrical appliances that are plugged into the wall. Lightning can
travel down the telephone and electricity lines and shock you if you are
using one of these. Of course, a cordless phone will offer ample protection
from electrical shock.
3. AVOID is taking a bath or shower or doing the dishes by hand. Lightning
has been known to follow the metal pipes in the house and shock a person
that is in contact with the water or the water fixtures.
Finally, if you are around a person that is struck by lightning, you will usually find
that their heart has stopped beating due to the electrical shock. It is usually quite
simple to revive them with standard CPR. Now be a good time to learn CPR if you
are not already certified.
Severe Thunderstorm &
Michigan lies on the northern most extent of an area commonly called “Tornado
Alley,” which has the highest incidence of deadly twisters in the nation from March
until September. Each year, there are on average over 850 of these potentially
dangerous storms that strike across the United States Due to increased public
education over the past 35 years, the number of deaths and injuries have decreased
dramatically. Moreover, technology has lead to improved warnings, which save
more lives every year. However, by understanding the following safety rules can
mean the difference between life and death if you are confronted by one of these
storms, or when a Tornado Warning is issued for this area.
1. Know the difference between a Severe Thunderstorm/Tornado
Watch and a Severe Thunderstorm/Tornado Warning:
A Severe Thunderstorm/Tornado Watch means that weather
conditions are favorable for the development of Severe
Thunderstorms and/or tornadoes. At this time you should listen
to NOAA Weather Radio, commercial radio, or TV for further
statements and possible warnings.
A Severe Thunderstorm/Tornado Warning means that a
Severe Thunderstorm or a tornado has been spotted by the
public, or indicated by Doppler Radar. You should move to a
place of safety immediately upon hearing or being notified of a
warning. Remember, seconds save lives!
2. Seek shelter under a sturdy table in the basement, or the lowest level of
the house or building that you are in.
3. If no basement is available, go to a first floor, small interior room or a
room on the opposite side from a tornado. Stay away from windows.
4. In schools, churches, and shopping centers, go to designated shelters
away from outside walls, glass, and large rooms (malls, auditoriums).
Get under a table or counter or in a restroom or small storeroom. DO
NOT GO TO YOUR PARKED VEHICLE.
5. While in a building that we provide contracted services for, please
familiarize yourself with their safety plans and know where to go when
the alarm sounds.
6. In a vehicle, drive away at a right angle to the storm’s movement. DO
NOT GET CAUGHT IN YOUR VEHICLE. Abandon your vehicle and
lie in a ditch, culvert or under a low bridge.
7. In mobile homes, seek safety at once in a designated safety shelter. As a
last resort, lie down in a ditch, depression or culvert.
8. Most communities have outdoor warning sirens, which are used to alert
the public to imminent, large-scale, life-threatening emergencies. The
signal for a Tornado Warning is a steady three-to-five minute blast.