Reasonable Accommodation Process Guidance

Yes. Recently I was informed by my supervisor that our distract manager met with our child support program manager, who then met with my supervisor to tell me I need to immediately become in compliance with our ACD availability metric. Our ACD line is where someone presses * and gets routed to a staff member for immediate assistance. Currently, our requirement is more than *% of each shift. However, more than isn't very specific and to me, *.*% would qualify as okay. My supervisor did start meeting with everyone starting in September * and during our first meeting my percentage was pretty bad (*% roughly) and *% roughly the week we talked (though I didn't have the data at that time. I was shocked how low it was in that meeting because I was unaware it was so low and let her know I'd work to address that ASAP.

I did also highlight in that meeting that the data being used had errors in it. There were days where it said my staffed time was * hours but I had taken leave and only worked *-* hours that day. This meeting was roughly */*/* or */*/*. A few weeks later she followed up to our whole team about how she talked to our management analyst about the data and it appears off when people log in before 8am and stay logged in after 5pm. I start at *:30am and would usually log in right in the morning so I didn't forget so that explained the discrepancy. I also would sometimes take leave, either planned or usually unplanned and forget to log out, too. Either way, they knew there was issues with the data but said it was ultimately the employee's responsibility to log in and out timely to ensure the data is correct.

She continued sending the information the next few months and even if I was slightly under their *% threshold, I was doing so much above and beyond for the team and department and I knew their were errors in the numbers so as long as it was close, I didn't respond most of the time. Flash forward to */* and my supervisor sets up a meeting randomly with me. We get into the meeting and she tells me our distract manager (the top boss) met with our child support program manager (my supervisor's immediate supervisor) who then met with her because they wanted to my supervisor to meet with me about getting in compliance immediately with the *% daily metric. Although I remained being professional the whole time, I was very frustrated because her and the program manager BOTH know all the extra stuff I'm doing right now to help a lot of struggling staff members on the team.

?