Telework Bellevue Ask an Expert

This page presents answers to questions requested publicly the page at Telework Bellevue Ask an Expert

What are the risks associated with telecommuting in terms of liability, workers' compensation, illegal activities in the household, etc.?

How do we determine who is eligible to participate in a telework or compressed workweek program?

Is it better to start with a pilot program or a full rollout?

If we implement a telework program what kind of running support would we receive?

What is the most effective way to document effectiveness of a telework program?

We have a few people who telework by necessity and are considering expanding the program. What steps should we take and are there any risks?

We hear about productivity gains from teleworkers. Where do they come from and has anyone actually measured them?

We are concerned about data security and the amount of traffic our Intranet system can handle. Is this typically a major investment that companies need to make associated with telecommuting?

Question 1: What are the risks associated with telecommuting in terms of liability, workers' compensation, illegal activities in the household, etc.? Back to Top

Reply: A quick disclaimer. TAG is not a legal firm. You should confirm any information with a Labor attorney. This response is based on TAG's experiences and information obtained from our Labor attorneys. A link has been included below that provides information about OSHA's removal of home-based workers from OSHA standards. In effect, the employee becomes responsible for the safety of their work location, cleaning up spills, toys, etc. As an employer it is still important that you provide both home-office safety and ergonomic guidelines and include a location in your telework agreement that indicates that they have read and understand them. There are exceptions, such as employees who work with hazardous materials, in which the employer may still be held liable. Third-parties, whether co-workers, customers or suppliers are not allowed to conduct meetings at a teleworker's home-location as the liability laws are not the same as those for the teleworker. Workers' Comp issues have to be dealt with on a case-by-case basis. As you most likely do not have consistent visibility of how and where the employee is working, you cannot ensure that they are following the ergonomic guidelines. Again, the policy should state that they must have a suitable telework site and follow the ergonomic guidelines, but if an employee disregards these and files a complaint for something like Carpal Tunnel Syndrome it is up to the employer to determine how to proceed. This is true for any Worker's Comp issue that may have occurred in the workplace as a result of conducting everyday work. If an employee is participating in illegal activities not associated with the employer while working from home the employer is not responsible. If an employee is using their employer's data-files, personal information or other employer data the employer will have to show that they put sufficient safeguards in place, possibly including language in the policy, sufficient data access security, password protections, an office or filing cabinet that can be locked or other measures to allow a teleworker to handle data safely. Tracking data access via a remote terminal server or software such as GoToMyPC will allow eDiscovery tracking.

The link to the OSHA ruling is included below. www.computerworld.com/s/article/40989/Telecommuters_Exempt_From_OSHA_Rules

Question 2: How do we determine who is eligible to participate in a telework or compressed workweek program? Back to Top

Reply: Using job-titles can be an ineffective method for determining the ability of an employee to participate in an alternative work program. We have implemented programs with police officers, nurses, administrative assistants and others who many often do not think of being able to join an AWP. The most effective method is to allow all employees to join and consider their job-tasks and collaboration needs. Having multiple AWP's available, (e.g. police officers may be able to work a 9/80 compressed workweek program effectively), as does reinforcing the fact that a program may only impact an employee's job one day per week or every other week. Our surveys have shown that many teleworkers get the most personal benefit and employee satisfaction when they are allowed to telework that first day per week, even if it's the only day per week they are allowed to telework.

Question 3: Is it better to start with a pilot program or a full rollout? Back to Top

Reply: Organizations that are in the process of proving the concept of an AWP may benefit from conducting a pilot first. It is critical to develop metrics around the success of the program and to gauge these afterwards through data collection and/or a survey of participants, their managers and their co-workers. Other elements to consider are how to communicate the pilot to the participating groups and the rest of the organization as well as an overall timeframe and "go/no-go" decision so that you can set expectations for all employees.

Organizations that have decided to implement an AWP will want to consider a full rollout. A pilot will still allow adjustments to be made after the pilot and before a full rollout, but it will require additional resources and delay the benefits of a full rollout.

The resources required to conduct a pilot or a full rollout are not significantly different in terms of developing the foundation of an AWP. The policy, agreement, development of metrics, communication plan and other elements all need to be developed.

Question 4: If we implement a telework program what kind of running support would we receive? Back to Top

Reply: During the implementation of the program the foundational aspects such as a thorough policy and agreement, program outcomes and metrics and manager training will be completed. You will have access to the Telecommuting Advantage Group's online tools including the Work Suitability, Employee Suitability, Remote Worksite Suitability and Social Needs assessments. Online teleworker training is another option available. While the Telework Bellevue program is active you will have access to TAG's resources including other options such as online surveys. As a participant in the Telework Bellevue program your organization will continue to have free access to the online tools and online training, including software updates and support.

Question 5: What is the most effective way to document effectiveness of a telework program? Back to Top

Reply: During the implementation of your program we will identify the outcomes that provide the most benefit to your organization. We will develop your program and metrics around these outcomes that will allow you to measure the impact of the program on your bottom-line, telework satisfaction and other factors associated with your outcomes. Some of the offerings available through the Telework Bellevue program such as online employee and/or manager surveys may be used to help us design and implement the program.

Question 6: We have a few people who telework by necessity and are considering expanding the program. What steps should we take and are there any risks? Back to Top

Reply: The steps that you need to take are directly related to the risks that you are concerned about. An important step is communicating the fact that the telework program will be made available to everyone but there will be requirements in order to apply. A thorough policy that includes participation requirements, materials and equipment that will be made be made available to them through your organization, how support will be handled and performance requirements should be developed. The goals of the program, for employees and your organization should also be communicated. These steps will help you avoid one of the biggest risks which is equity issues. We also recommend that managers receive support and information about the program and how it will affect their jobs. This step will help reduce manager resistance to the program. The risks of an informal program, including work disruptions and potential equity issues far outweigh the risks of implementing a well structured telework program.

Question 7: We hear about productivity gains from teleworkers. Where do they come from and has anyone actually measured them? Back to Top

Reply: Productivity gains come from multiple sources. Teleworkers experience fewer disruptions while they are working allowing them longer periods of concentration. Teleworkers often have more flexible work hours, allowing them to accomplish job-tasks during their peak work hours. The ongoing discussion of "morning vs. night" people does have a basis in the fact that some employees may be the most productive in the morning and others late in the afternoon or early evening. Allowing employees the option of working during these hours, rather than being in the middle of the commute, is likely going to increase the amount of work they accomplish. Add in more effective time management, reduced absenteeism and the feeling of empowerment they experience and employees experience an almost effortless level of increased productivity.

Many organizations have implemented telework metrics and collect productivity data and/or conduct employee surveys. Some examples include American Express and Alpine Access who both report an increase of over 25% among teleworking sales and support agents. Sun Microsystems found that teleworkers contribute 60% of the time that they used to spend commuting getting work done. Best Buy's average productivity is up 35% due to their flexible work program.

Question 8: We are concerned about data security and the amount of traffic our Intranet system can handle. Is this typically a major investment that companies need to make associated with telecommuting? Back to Top

Reply: The technology that supports telework/telecommuting programs has not only become much less expensive over the last several years, but it is also much more robust, user-friendly, and in many cases does not require the purchase of new hardware. Financial and health institutions have found that these systems are robust enough to meet federal requirements. We also work with several architecture and engineering companies that have no problem with data security needs or handling very large drawing files. Other benefits of these systems are that they track and control access to files, provide file revision control and allow employees to be productive while travelling, working remotely and at client sites. Microsoft, Citrix Online, Adobe and other software providers offer online collaboration tools that support teleworkers at a very low price point. If you have more specific questions or would like additional information feel free to contact TAG's office at (866) 826-1554.