“Skip No Steps” is a directive for CWA members to follow all management-mandated work rules, union contracts, and company policies exactly as written. This initiative is emphasized during collective bargaining to ensure all work is performed carefully and precisely as required.
Purpose and Protection
The primary goal of “Skip No Steps” is to protect CWA members. Employees can be disciplined for failing to follow management’s rules, but they cannot be disciplined for following them. If a manager complains that work output is too slow due to strict rule adherence, members should request written instructions specifying which steps they are being authorized to skip.
Guidelines by Job Role
- Technicians: Adhere to the Method of Procedure (MOP). This includes conducting exhaustive vehicle safety checks and exercises before every tour.
- Call Center & WFH: Follow the M&P and the complete call flow without skipping steps. All disclosures must be read, and broadband facts must be offered to every customer.
- Retail: Provide the full “AT&T Experience” to every customer.
- IHX: Deliver a “white glove experience” and perform one call/second voice. Members should also call their manager while in the customer’s home to help close jobs and use the DMP tool to log all breaks and training.
General Conduct Rules
- Scheduling: Clock in and out exactly at your scheduled times.
- Breaks and Lunches: Take all allotted personal time. Do not perform any work, answer phones, or respond to Teams messages while on break or lunch, as this violates company rules.
- Safety: Adhere to every safety rule as stated in both the union contract and official company policies.
