I have received my personal copy of the Miracle Ear

Employee manual.
My signature below indicates that:
I have received and will read this Manual and make sure that I understand its contents, or if I
have questions, I understand that it is my responsibility to ask my supervisor or the
Franchisee to clarify for me.
I will comply with the general guidelines and policies stated in the Manual.
I understand that the policies, rules, and benefits described in it are subject to change at any
time at the sole discretion of the Franchisees.
I understand that either B & S United Agencies, Inc. or I may terminate my employment at any
time, with or without notice and with or without cause.
I understand that no contract of employment has been expressed or implied by this Manual or
any other statements, and that no circumstances arising out of my employment will alter
my at-will employment relationship unless expressed in writing and signed by an
executive officer or board member (other than myself).
I understand the Manual is the property of the company and must be returned upon termination
of employment.
Employees Printed Name: _____________________________________
Position: ___________________________________________________
Employees Signature: ________________________________________
Date: ______________________________________________________

Index
Welcome ...... 1
Our Mission ...... 2
I. Employee Involvement ...... 2
Opportunities For All .......... .. 3
Introductory Period .... 4
Company Meetings ... 5
The Creative Process .... 5
Problem Solving . 5
II. Employee Responsibilities . 6
Attendance .....
6
Dress Code ... 6
Casual Friday 6
HIPPA & Identity Theft
7
Time Management . 8
Safety- Drug and Alcohol Free 9
Reporting Injuries .........
9
Computer use
..
9
Self Inspection 10
General Employee Policies .. 11
Web Clock Time & Attendance
11
III. Employee Benefits ........ 13
Paid Time Off - Holidays .. 13
Vacations . 14
Personal / Family Leave... 14
Benefits
16
Health Insurance ..
16
Dental Reimbursement ... 16
Life Insurance 16
Workers compensation ............................................................ 16
Unemployment . 16
Social Security ... 17
Progressive Performance Plan.18
Simple IRA .................................................................................. 17
Separation.. 16
Resignation.19
Termination .. 19
Closing Thoughts . 18
Amended July 15, 2007
B & S United Agencies
_____________________________

Congratulations!!!
Whether you have been with Miracle Ear for ten years or ten months, the positive
changes in our company and in this manual have been made possible because of
people like you.
Please sign and return the attached receipt from and take this manual home to share
with your family. Use the sales brochure to point out the products you have helped to
market and the services you have to provide our customers.
Most of these policies of course are already in effect. Any change to these policies will
be stated in writing and amended to the manual.
We hope that our pride in our work will continue to show in additional opportunities for
us all. We want to continue to enjoy good pay, benefits, and bonuses. We also want a
future that is the best.
Unquestionably!

Mission Statement
It is our mission to help as many people with hearing loss as possible. We can
help through many different ways, such as, education, customer service, medical
referrals, assistive listening devices, and hearing aids.
Our company will support its representatives to render service to our clients on a
satisfaction guaranteed basis.
It is our goal to continually educate our staff, clients, families, professional
associates and hearing public on the detrimental effects of hearing loss, available
new technology, and problem solving solutions to communication impairments.
Our company will provide equal opportunity and service to clients and employees
regardless to sex, age, race, religion, disablity or national origin.
We are dedicated to a fair financial return for our company so as to provide
security for our customers, employees, and investors.
We are determined to be a positive resource to the citizens, organizations, and
communities we serve, striving to improve the communication environments of
those we touch in our daily efforts.

Employee Involvement
From your first day on the job, you will have many chances to be involved in the
planning and production of your work at Miracle Ear. For your success and for
ours, we hope you take advantage of these opportunities.
OPPORTUNITIES FOR ALL

Each applicant and each employee, regardless of age, sex, color, creed, national
origin, ancestry or personal disabilities (handicap), will be provided fair and equal
opportunities in hiring, training compensation and advancement here at Miracle
Ear.
Reasonable accommodation will also be made to provide affirmative action for
persons who may have been previously denied opportunities due to prior patterns
of discrimination.
We want to involve a diverse work force in order to enhance our ability to serve a
wide range of customer needs. This will include older adults and Vietnam era
veterans, women and minorities, gifted young professional persons as well as
individuals with physical disabilities.
To maintain a work environment where men and women can work together with
equal opportunities and with mutual respect, sexual harassment in any form will
not be tolerated here.
Telling sex-oriented stories, jokes, touching in an inappropriate manner, displaying
sexually explicit material, making unwelcome advances or requesting sexual
favorswhether there is any implied threat or notwould all be considered forms
of sexual harassment when they create an offensive work environment.
You are asked to immediately report any violations of this policy to your
supervisor or if you are not satisfied after the discussion with your supervisor,
you should report this matter directly to the Franchisee. Offending employees
will be disciplined up to and including dismissal.

Introductory Period
The first 90 days on your job as a full time regular employee here will be
considered an introductory period (probation). We will do our best to
involve you with your new job and our company through initial orientation
and training efforts.
During this time especially, ask any questions and do your best to
demonstrate the ability to be successful on the job. (This is equally
important if you were hired as a temporary employee since a change to a
full-time regular employee status will be based, in part, on your
performancethat is, your attendance, cooperation, attitude and the quality
of your work.) Many of our key employees began on a temporary basis.
Most new full time employees successfully complete this period. You may
discover during this time that this position is not a good fit for your skills. If
you learn, on the other hand, that in spite of your desire and best efforts
during this period you are not able to meet the standards for success here,
we will need to end our working together and ask that it not be taken
personally.
Our standards of performance are high and we know that you will do your
best to achieve or exceed these standards. Our Consultants, Front Office
Assistants and Franchisee will do everything they can to help you achieve
success.
A performance evaluation will be conducted by your supervisor and
discussed with you at the conclusion of the probationary period. You will be
advised at this time of your employment status.
CLASSIFICATION OF EMPLOYEES
CLASS I-

Regular Full time

Scheduled a minimum of 32 hours a week and clocks time in & out
Full time Front Office: Hourly position with commissions.
Eligible for prior approved overtime OR
Salary plus commission no overtime

4
Consultants: Salaried position with commission.
Clocks in daily 8 hours blocks.
No overtime applies.
CLASS II- Regular Part time
Employed in a position regularly and works less than 32 hours per
week.
Clocks in and out daily.
No overtime
CLASS III- Temporary
Employed in a position normally working on an occasional or as
needed basis 20 hours or less Clocks in and out daily. No overtime.

Company Meetings
Regular company meetings are conducted either by phone or at an
office location. At this time vital information is shared about the
status of our cost saving efforts, our current picture on sales and
profitability and other important company or planning issues. Your
participation will be essential and expected whether these meetings
occur during normal working hours or after usual business hours.
Occasionally, the Franchisee may meet with the staff of a specific
office for a special needs session.
You may also be asked or required to take part in other special
meetingstraining for leadership development, product knowledge,
information sessions or marketing seminars.
Clear and direct communications at these meetingsremembering to
listen carefully before speakingwill provide the essential
information we all need in order to make more timely decisions
allowing us to serve our patients best.

The Creative Process

We encourage innovation and creativity here as a way of involving
our coworkers in maintaining a competitive edge.
For this atmosphere to continue, each employee must agree that:
1. Suggestions, designs and constructive criticism will be sought
from each person in every position in order to help improve
our products and customer service.
2. Any new product, technique, or marketing product, developed
by company will belong to our company and therefore to all of
us, not to any one of us as an individual.
3. Any program or process developed by a member of our staff,
using our equipment or program, on paid company time
remains the intellectual property of our company. Such
a program or process may not be shared outside of B & S
United Agencies, Inc (the company) without the expressed
written permission of the Franchise.
4. When an employee leaves our company, they will maintain
confidentiality of private, proprietary, and intellectual property
information. Employees will not disclose this to anyone who
could use it against our company or our employees. Employee
disclosures of confidential information may be subject to legal
action.

Problem Solving
Our company believes that every problem that we face together includes the
possibility for real progress. When we overcome and solve problems together
other areas of our work will reflect this success.
Therefore, whenever you see or sense that a work related problem exists, you are
encouraged to do the following:
1. Discuss directly with your coworker, exploring options and solutions

together. Usually the problem can be resolved in this manner, especially

when it is presented and discussed with an open mind and at a time and
place that is suitable.
2. If the problem can not be handled in this way or if the problem involves

your supervisor or office consultant. Let your franchisee know directly of

your concerns. Your franchisee will confidentially discuss with you
options for dealing with the problem that could help with its resolution.
You will be included in this decision making process. You will not be
penalized in any way for helping our company to deal directly with a
problem and to resolve it.
3. Our Franchisee will be the final authority in the resolution of any

problem in our work place.

Company Corporate Tree

Franchisees
Offices

Joyce Hill Cooley CEO - Ken Swinford

/
Cape Girardeau
Perryville
Farmington
Consultant
Consultant
Consultant
/
/
/
FOA*
FOA*
Fitting Assistant/

Outside Consultant
/
FOA*
*Front Office Assistant
7

Employee Responsibilities
Besides being fully involved in our marketing, sales, and service, each employee
also has areas of responsibility that will assure our mutual success.

ATTENDANCE
Planning for production and sales is a key to our success. You can be involved in
this success by being here and on time each day that you are scheduled to work.
This means being at your workstation and signing in on your computer to work at
your assigned time. We know there will be some occasions when an absence from
work cannot be avoided.
If an employee develops a pattern of tardiness or unplanned absences, he or she
will receive a warning which could lead to termination of employment.

APPEARANCE
Whether you work in the office or in the field, your personal appearance is
important for our success. The appearance of your own work area and your regard
for the cleanliness of common space that we share also reflect the pride that we
feel in our work together.
Office support team is expected to dress in professional attire. Neat, clean and
appropriate clothing and personal styles that fit your position will promote a
positive work image throughout our company. Unacceptable attire is grounds for
disciplinary action.
Men- Suit and tie preferred. Dress pants only, no jeans see Causal
Fridays.
Ladies- Modest dress or dress pants. Must wear stockings or have
professional pedicure with sandals. No jeans, see Causal Fridays..
Consultants- Above plus clean lab coat. Nametags should be worn during
working hours in office or out when representing Miracle-Ear.

Casual Fridays
Miracle Ear Hearing Center observes a casual dress on Fridays under the following
guidelines:
1. Donation of $1.00 is made to the Miracle Ear Childrens
Foundation.
2. A Childrens Foundation sticker & nametag must be worn
during the day.
3. Casual dress is considered: sweaters, polo shirts, denim
shirts and dress jeans and denim skirts. Also shoes and
socks or stockings. Casual dress does not include t-shirts,
shirts with product names other than Miracle Ear, shorts,
faded, raveled, or wholly jeans. No tennis shoes.
Each Miracle Ear employee really represents us in many wayswhether when a
customer visits here or when we are simply driving to or from work in our
communities. Our reputation for quality and service can be reflected best by our
high standards in the appearance of our offices and our personnel. We thank you in
advance for your cooperation in this matter.

HIPPA
Health Insurance Privacy Protection Act of 1996 (HIPPA) is each employees
responsibility. The employee must protect every patients Protected Health
Information (PHI). Anything that can identify a patient is considered PHI.
Employees must follow all company policies to protect a patients confidential
information. Any public disclosure of a patients PHI or any other infraction to the
HIPPA laws will be considered misconduct and could result in punishment up to
dismissal. The complete Health Insurance privacy Protection Act of 1996 is located
on the company computer server for your review.

Identity Theft
An identity theft prevention plan is in place. During orientation each employee
will familiarize himself with red flags identified for our company. Any

questionable situation should be immediately reported to the Administrative Office

and Franchisee.

Time Management
Both hourly and salaried personnel are expected to monitor and manage their own
time in order to keep our company profitable.
Accurately reflecting the hours worked on our weekly time computer cards will
help with this effort and will be the basis of our payroll calculations. Working
hours are recorded on the Web Clock computerized time and attendance program.
Employees are expected to be ready to begin work at the designated start time,
earlier clocked start times will not be displayed on timecards. Should your
schedule require a earlier start time to accommodate time away from work for
lunch or personal business, email the Franchise so the earlier start time can be
manually adjusted for that day.
There will be weeks when you will need to work extra hours to meet customer
demands. Unless otherwise arranged, your the Franchisee must prior approve all
overtime. The request for overtime should be in the form of an email or phone call
to the Franchisee and you should receive an email record of approval for your
personal record.
Personal appointments such as doctor, dentist, school, etc. are best scheduled after
working hours or on days off. True emergencies can be accommodated with
employee cooperation.
Employees are encouraged to leave their work area briefly (15 minutes) once in the
morning and again in the afternoon for a break. This change of pace will give you
a chance for a quick visit with co-workers and a pause to actually enhance your
own productivity. A paid thirty minute lunch break is included in your day if you
eat lunch in your office. Front Office Staff should clock in and out if they leave
the building for lunch or when leaving the building for personal business. Leaving
the building for company business such as deposits to the bank, mailing packages
or obtaining supplies etc, does not require the employee to clock in and out.
Consultants do not need to clock in and out when leaving for lunch.

10
Time card records must be kept by the employee herself. Anyone found
opening, closing, or adjusting another employees time card could be subject
to immediate dismissal. The Franchisee is the only person, other than the
employee herself, allowed to make a change on a time card record. Should
circumstance requiring such a change occur, contact the Franchisee
immediately by phone or email.

Computer Use
Whether in a home, service center, or office, our computers are for company
business. Please do not store anything on a company computer that you would not
want your fellow employees or franchisee to see. The Franchisee should always
have the current Login and Password to all company computers. Only programs
used for company business should be on company computers unless permission to
add programs is obtained from your Franchisee. Changing the password on a
company computer without notification of Franchisee is grounds for disciplinary
action. Inappropriate use of computers for purposes of another business, internet
chat rooms, playing games, or any type of pornography, selling or gambling is
strictly prohibited, such actions could be grounds for immediate termination.

Safety Rules
DRUG AND ALCOHOL FREE
Our work place must be free from alcohol and drug abuse. Therefore it is every
employees responsibility to report to your supervisor any visitor, supplier or coworker who appears to be intoxicated, drinking, or under the influence of drugs
while at work. The company may rightfully test any employee for the presence
of alcohol or controlled substances in accordance with this policy. Our offices
and Service Centers are smoke free.

11

REPORTING INJURIES
Any accident or injury on the job, even those that require only first aid must by
reported immediately to your supervisor. These personnel will assist you in
obtaining medical treatment from a doctor authorized by the company and in
preparing any reports required for insurance purposes. Delays in reporting
accidents or injuries on the job could delay or discourage rightful claims for
insurance coverage. Workers Compensation is the exclusive coverage for work
place injuries unless the injury results from the negligent action of the employee.

QUALITY
The quality of our workof both our products and our servicesis the greatest
responsibility that we share at Miracle Ear. Our quality is the reason for our
reputation and success. Unquestionably the BEST is more that a motto here.
It is the way we accomplish our mission. By controlling costs and continuously
improving our performance we will meet and exceed our own standards for
excellence.

Health Maintenance
The company strongly supports a health life style including regard check ups as
recommended by your family physician, exercise, diet, rest, recreation and illness
prevention. Annual Flu immunizations, tetanus immunization every 10 years, and
vaccination for Hepatitis A & B are strongly recommended for all employees.

Self Inspection
Each Miracle Ear employee controls, checks and assures the quality of their own
work. This means that if you are ordering hearing aids, writing a contract or
conducting a hearing test, you will automatically proof and correct your own work
BEFORE conveying it to someone else who will assume its accuracy.

This means that if you are making commitments to customers on the phone or in
person, you will assure that this process is possible and that follow through will
occur as promised.
Whether you are testing, servicing or selling, you will recognize quality when you
see it. If it is to be, it is up to me. These ten two letter words say it best.
12

General Employment Policies

Performance Evaluation
It is our policy to evaluate employees according to skill, ability to perform the
work required, quality of work productivity, and seniority. The progress of each
employee is evaluated at three months (at the end of probation) and at intervals
thereafter. Your supervisor will review the evaluation with you. You are asked to
sign the evaluation form only to show that you have received it. Not that you agree
with everything on the evaluation. Pay raises for hourly workers are usually 3% to
5%, within the framework of each job description and are not automatic with a
performance evaluation. The company prefers incentives for company production
over hourly pay raises, in this case, all benefit from success and feel the
responsibility to make it succeed.

Payroll Deductions
Only deductions required by law or authorized by you in writing will by withheld

from your paycheck. The legally required deductions include.

Federal Social Security (FICA)
Federal Income Tax
State Income Tax
Medicare Tax
Garnishments against wages

WebClock Time Cards

Effective July 30 B & S United Agencies, Inc employees will record their company
time records using WebClock computer system. Each employee is assigned an
employee number and pin number. Each employee should review the training film
on the WebClock program during orientation. Any questions regarding the

program please refer to Franchisee or Book keeping. Recording for the separate
job descriptions will be as follows:

13
Full time Hourly : Clock in and out each day. Lunch is included in worked time
if you answer the phone while taking lunch. Should you leave the building for
lunch or personal business clock in and out. Leaving the office on company
business ie: bank deposit, purchasing supplies does not require clocking out. A 15
minute window to clock in before or at the end of shift allowed. Should you forget
to clock in or require early start to accommodate the need to leave the workplace
for lunch or personal business a request for a manual adjustment to the time record
should be sent by message to the Franchisee. Overtime must be pre-approved and
approval noted in comments on Web Clock time sheet.*
Full time Salary: Clock in on a daily basis with 8 hours. It is not required for you
to clock in and out for lunch. No overtime applies.*
*Please refer to Time Management section for further information.

Time Card Menu

The following are choices appearing on the WebClock records system for daily
pay:
Regular

(8)

Regularly scheduled worked hours for hourly and salaried

Employees

Paid Holiday

HOL

Company Paid Day off according to employee manual

Military Duty MD

Reserve called to service

Time off

TOWP

Requested day off without pay.

All PTO must be used first, before Time Off Without Pay will be
granted.

Excused

EA

Absence for personal reasons for employees with no more PTO to

Available for use.

Unexcused

UA

Unapproved absence without pay subject to disciplinary action.

Family Leave

FL

Approved on individual basis by Franchisee

14
Personal
Time Off

Comp Time

PTO

Personal Time Off is an all purpose time-off policy for eligible

employees to use vacation and sick leave into one flexible, paid
time off policy. It is meant to function as wage replacement for
times employees choose to be away from work for personal
reasons.

CT

Bonus Time Off

Returned time off for time worked over normal business hours
Must be prior approved and occur in the same pay period as
overtime hours would have occurred. Salaried employees are
exempt from comp time.
BTO

Time awarded for company goal achievement

Holidays
Our company observes seven holidays each year. Employees are eligible for these
paid holidays after 30 days of employment. The offices are closed for these days.
Full time hourly and salaried employees are paid for time off on these scheduled
days.
New Years Day
Fourth of July
Thanksgiving
Christmas Day

Memorial Day
Labor Day
Day after Thanksgiving

Should the holiday fall midweek or on a weekend they are usually observed either
the Friday before of the Monday after, to allow for longer and more relaxed
weekend. Exact observance each year will be published in the monthly schedule
calendar. Other partial or extensions to these holidays may be added at the
discretion of the Franchisee but are not to be assumed from year to year.

Personal Time Off

Personal Time Off combines vacation days and sick days into time to be flexibly
used as a employee determines. Full time and part-time employees will accrue

PTO. To be paid for personal time off one must accrue it and use it while
employed.

Eligible employees will accrue PTO according to the following schedule

each year:
All Full-Time Salary/Hourly/Commissioned employees, with over one year
employment receive two weeks (80 Hours) Personal Time Off annually.
All Full-Time Salary/Hourly/Commissioned employees, with over two years of
employment receive three weeks (120 hours) Personal Time Off annually.
All Full-Time Salary/Hourly/Commissioned employees, with over seven years of
employment receive four weeks (160 hours) Personal Time Off annually.
All Full-Time Salary/Hourly/Commissioned employees, with over 15 years of
employment receive 5 weeks (200 hours) Personal Time Off annually.
Part-Time employees working 24 hours a week with over 1 year of employment
receive 40 hours) Personal Time off annually.
Part-Time employees working 16 hours or less a week will receive 3 days (24
hours) Personal Time Off annually.
Part-Time employees working 24 hours a week over 2 years of employment
receive 60 hours Personal Time Off annually.
Part-Time employees working 16 hours or less a week with over 2 years of
employment receive 40 hours of Personal Time Off annually.
Part-time employees working 24 hours a week with over seven years of
employment receive 80 hours of Personal Time Off annually.
Part-time employees working 16 hours a week with over seven years of
employment receive 60 hours of Personal Time Off annually.

PTO is awarded annually the first day of January after the first anniversary date. If the
one year employee anniversary occurs after the first day of April one half of the yearly
PTO may used that calendar year.

When time off without pay is used by employee, no salary or hourly wage will be
paid for those approved or unapproved hours.

Vacations are to look forward to and to enjoy. They should, for this reason, be
planned one month in advance and to allow your replacement by your Franchisee.
Vacation requests should by made using a time off request in the Web Clock Time
and Attendance program. Requests should be made 30 days in advance for
processing and to allow for coverage while you are gone. Approved employee
vacations are posted on the monthly calendar for reference. Length of service will
determine preference of dates when requests are greater than available opening. If
the day off is not approved by schedule request, employee trades are acceptable if
approved by immediate supervisor. Unapproved absence is grounds for
disciplinary action.
PTO earned, as an employee must be used while an employee. In December of a
calendar year you may choose to move unused PTO hours to EMB. A minimum
of four hours PTO can be taken and must be taken in full hour increments there
after.
If an illness extends over 5 days a note for permission to return to work is
required from your Doctor.

Personal/Family Leave
Although not required by law the company will grant family and personal leave
request on an individual basis. If you need to be absent from work without pay for
a set and predetermined period of time, you may request this in writing from your
supervisor. Approval is not automatic (except in military service leave) and will be
based on your work record and company needs. All PTO days should already have
been exhausted before a personal/family leave is requested, this includes PTO,
bonus days, or any other paid leave The type of leave requested as well as the
duration of the leave if approved will determine, along with job availability,
whether or not you will be able to hold the same position, status or pay upon your
return.
If the request for a personal/family leave is for medical reasons (your health or a
family members) a signed statement from a physician must accompany your

request indicating the nature of the problem and the probable length of time
for recovery.

16

Extended Medical Leave

As a Miracle Ear employee, you may hold up to 80 hours of PTO over from year to
year to cover extended illness. Extended Medical Leave is provided for severe
illness requiring hospitalization, surgery, or extended convalescence.
Those employees with over 12 years employment will also receive 80 hours of
Extended Medical Leave. Extended Medical Leave may begin after all PTO and
Bonus time has been exhausted. EML is not carried over from the previous year,
but the 80 hours are available annually. There is no payout on EML it is solely
intended to compensate for your being away from work and must be taken while
employed by B & S United Agencies, Inc d/b/a Miracle-Ear. No commission will
be paid nor acquired while an employee is on EML.
A signed note from your doctor must accompany a request for extended medical
leave pay. Your Doctor should state the reason for the absence and the expected
length of recovery time. The company may require a second opinion.
Any disability due to pregnancy or childbirth will be treated the same as any other
temporary disability in this policy.
Before returning to work you must present a doctors statement that is acceptable
to the company stating you are released without restrictions to return to work. The
company reserves the right to verify or contest any medical statement that is
presented.

Benefits
Health Insurance
Group Health insurance is not available through B & S United Agencies, Inc. d/b/a
Miracle-Ear at this time.

Dental
Dental reimbursement is provided for regular employees working 64 hours
per pay period. Employee is eligible after 3 months employment. Program
allows 2 cleanings per year for a total of $120 in fees.

Life Insurance
$20,000 of declining term life insurance coverage is supplied by Miracle Ear for all
regular employees working 64 hours after 3 months employment. Accidental
death and dismemberment provisions are also included. No employee contribution
is required. This coverage is not available for dependents. You must complete
required paperwork to be covered.

Workers Compensation
The Workers Compensation law provides protection for employees who have
incurred on the job injuries or illnesses.

Unemployment Compensation
Miracle Ear Center participates under the unemployment compensation laws of
Missouri. This coverage provides a former employee who is ready, willing, able
and available to work a weekly benefit amount determined by the state, based on
the former employees earnings and length of employment.
Benefits are intended for former employees who lose their jobs through no fault of
their own, to provide assistance for a brief period of time until another position can
be found. However, if you quit your job or are discharged for misconduct, the
company will protest the claim for these benefits.

18

Social Security
The employee and the company share the cost of this federal form of insurance
equally. Retirement benefits (at age 65 or earlier at age 62), death and disability
benefits are provided to employees and their families through this program.

Child Support
Deductions for child Support payments will be made according to court orders.
An employee will not be terminated because of such deductions.

Simple IRA
A full time employee has the option to defer income to a retirement plan. The
program is administered through Strategic Investments of Cape Girardeau.
An employee may defer contributions up to $8,000 annually in pretax dollars. The
Company will match what percentages of the employees wages are invested up to
3%.
Ex: If an employee contributes 1% of their wages, the company will contribute 1%
of the employees wages also.
Ex: If an employee contributes 10% of their wages, the company will contribute
1% of the employees wages also.

Any employee opting to participate in this program will meet with an Investment
Consultant from Strategic Investments of Cape Girardeau to distribute their
contributions into the funds they select.
The employee can make changes to the Simple IRA Payroll Deduction once
annually. In the event the contribution is terminated during the year, it can not be
reinstated until January of the next year.

19

Progressive Performance Plan

Most of us want to know what is expected of us and what will happen if we do not
meet these expectations. This policy on performance is a benefit to all of our
employees because it is clear and consistent on these matters.
There are some serious violations of company policy that could result in immediate
discharge. Some examples are:
*Misuse of computers
*Refusing to follow safety procedures.
*Falsifying time cards or other official records.
*Clocking another employee in or out.
*Stealing from the company or employees.
*Refusing to follow the reasonable direction of a supervisor.
*Drinking, using drugs or a controlled substance while working.
*Allowing confidential employee, patient, or company information to be
made public.
* Use of Profanity with employees, venders, or patients.
*Fraud
*Unscheduled absence from work including scheduled client appointments,
meetings service centers or in home service.
*Lack of communication with administrative office.
*Failure to complete paper work including recap sheet, orders, audiograms
or insurance documentation as required by the company or State Board.
*Inappropriate behavior toward clients.
*Dress code violation
*Smoking in the office.

*Unprofessional conduct toward fellow employees, patients, families or

venders.

20
*Misuse of personal equipment of office equipment such as fax, telephone,
repair kits, or copy machine.
*Inability to treat coworkers with respect and dignity
*Slander of other companies or professionals
Common sense and the circumstances surrounding any act of misconduct will
determine the degree of disciplinary action taken. A reminder and discussion can
often correct problems in performance. Some examples of areas where this will
occur are quality of work, productivity, cooperation, appearance, attendance, and
work habits, to mention just a few.
Your franchisee is committed to helping you be successful. We are more interested
in catching you doing things right rather than wrong. When you are successful
we too are successful. Everyone wins.
When a pattern of problems occurs, however, not simply an isolated incident, your
supervisor will correct you in a private discussion and will tell you that this
reminder is a verbal warning. If the pattern of this problem continues and is not
resolved, a second discussion will be held and a written warning will be issued. A
second written warning within 6 months can result in suspension without pay or
discharge. You will be asked to sign a copy of a verbal or written reprimand.
This is not an indication that you agree, only that the discussion took place and by
whom.

Separation of Employment
Resignations
We sincerely hope you will enjoy working at Miracle Ear and stay with us for a
long time. However, sometimes it is necessary for an employee to resign. To
terminate in good standing, we ask that you give written notice at least two weeks
prior to termination for hourly workers.

In addition, if you are a consultant, we ask that you give four weeks written
notice.

21

Voluntary Termination
Salary and hourly employees who have terminated in good standing, with proper
notice will receive their last check the Friday after the last working day according
to the regular payroll schedule.
Salary plus commission employees will be paid their final check according to
employment contract. Final commission will be paid three months after
termination. No commissions will be paid on accounts after 3 months.

Involuntary Termination
Involuntary terminated employees, may be discharged for any reason, and with out
cause. We do follow the guidelines contained in the Progress Performance
Action Policy contained in this manual.
Absence from work for three days without approved time off by Franchisee will be
considered an automatic employee termination without notice and will be reported
to unemployment insurance as such.
Termination will not be done in anger or for personal reasons. It will, in fact, be
handled in a manner consistent with the freedom of choice for both employees and
the company.
The State of Missouri strongly supports the employees right to either work here or
to resign or stop working here at any time with or without giving a reason. In the
same way the state supports the companys right to continue or to discontinue a
persons employment here, with or without any specific cause.

Temporary Lay Off

Layoff and recall is not normally anticipated, but in periods of low office activity a
policy is maintained. Layoff of employees is based on job classification.
Voluntary time off will be offered before layoff policy is instituted.

22

Closing Thoughts
Confidential Information
Our clients entrust themselves to our care with complete assurance that all
personal, medical, and financial information is held in strict confidence.
Personal harm can be done to a client or a clients family by revealing information
carelessly. Unprofessional discussion or disclosure of confidential information is
grounds for disciplinary action.

You and Public Relations

You bring something special to your work, our clients, and your fellow employees.
Your manner of speech, dress, posture, your interest and enthusiasm in personal
and professional growth, as well as your actions in the community in which we live
contribute and reflect on Miracle Ear.
Each one of us represents Miracle Ear, to clients, families, and relatives,
physicians, businesses and other health care professionals. Your courtesy,
kindness, and interest in each person you meet help to create the caring spirit of
Miracle Ear. It says, WE ARE THE HEARING HEALTHCARE
PROFESSIONALS THAT CARE to the public.

20
Mileage Reimbursement for Consultants
Consultants can receive their work mileage in pretax dollars by completing the attached
form fully and submitting it with their time card. Mileage starts from the office to which
the consultant is assigned to the service center, in home appointment, or public event
and back to the office. Actual mileage should be recorded on the WebClock time sheet
and the worksheet below kept for your personal record for future personal tax
purposes. The amount of reimbursement will be noted on the check under mileage
reimbursement. (2-17-05 jhc)
EXAMPLE
Week Of: January 31 - February 4, 2005

Location
Start
Ending
Tally

Monday
Cape

Tuesday
JX Serv.
Ctr

Wednesday
Pville

Thursday
Cape

Friday
Hearing
Conf.

Saturday

TOTAL

70

69469
69539
70

Week Of: February 7 - February 11, 2005

Location
Start
Ending
Tally

Monday
Cape

Tuesday
Cape

Grand Total

Wednesday Thursday
Farmington JX/Cape
69841
70021
180

320

Friday
Perryville
70030
70100
70

Saturday

TOTAL

250

Mileage Chart
Week Of:
Monday

Tuesday

Wednesday

Thursday

Friday

Saturday

Location
Start
Ending
Taly
TOTAL

Week Of:
Monday

Tuesday

Wednesday

Thursday

Friday

Saturday

Location
Start
Ending
Tally
TOTAL
Grand Total