DHS Employee Handbook & Policies 2025
- All rules and policies go into effect as soon as this guide is published
[DHS Retail] Staff Guide – Introduction
Welcome to DHS Retail! As a staff member, you play a crucial role in ensuring a smooth and engaging shopping experience for our customers. Whether you’re assisting guests, managing checkout, or handling store operations, your work contributes to the success of DHS Retail.
What This Guide Covers
This guide will provide essential information on:
Your responsibilities and expectations
Store operations and staff procedures
Customer service guidelines
Promotion opportunities and staff conduct
Getting Started
Before you begin, please take the time to read through this guide carefully. Understanding our policies and expectations will help you perform your duties effectively and contribute to a positive work environment.
Thank you for being part of DHS Retail – let’s make shopping an exciting experience for all! 
(For questions or assistance, please contact a supervisor or management.)
[DHS Retail] Staff Policy #1 – Professionalism & Conduct
At DHS Retail, we expect all staff members to maintain professionalism while on duty. Your behavior directly impacts the experience of our customers and the reputation of our store.
Expectations for Staff:
Treat all customers and staff with respect.
Use professional and appropriate language at all times.
Follow store procedures and staff guidelines.
Avoid disruptive behavior, trolling, or misconduct.
Consequences for Misconduct
Failure to uphold professionalism may result in a warning, suspension, or termination from your position, depending on the severity of the offense.
By working at DHS Retail, you agree to follow these conduct expectations and contribute to a welcoming environment for everyone.
(For any concerns or questions, reach out to a supervisor or management.)
[DHS Retail] Staff Policy #2 – Activity & Attendance
At DHS Retail, we expect staff members to remain active and engaged while on duty. Consistent attendance ensures smooth operations and a great shopping experience for our customers.
Expectations for Staff:
Clock in before starting your shift and clock out when finished.
Remain in-game and actively perform your duties while clocked in.
Avoid AFKing, idling, or leaving customers unattended.
Maintain a reasonable level of activity to keep your position.
Consequences for Inactivity
Staff members who fail to meet activity expectations may receive a warning, suspension, or removal from their position. Extended inactivity without notice may result in automatic demotion.
By working at DHS Retail, you commit to being an active and reliable team member.
(For any concerns or leave requests, please contact a supervisor or management.)
[DHS Retail] Staff Policy #3 – Customer Service
At DHS Retail, providing excellent customer service is a top priority. As a staff member, you are expected to assist customers professionally and efficiently to ensure they have a positive shopping experience.
Expectations for Staff:
Greet customers and offer assistance when needed.
Answer questions politely and provide accurate information.
Handle checkout transactions quickly and correctly.
Remain patient and professional, even in difficult situations.
Consequences for Poor Customer Service
Failing to meet customer service standards may result in a warning, suspension, or termination from your position. Repeated complaints or neglecting customers can lead to demotion.
By working at DHS Retail, you commit to delivering quality service and creating a welcoming atmosphere for all shoppers.
(For questions or concerns, please contact a supervisor or management.)
[DHS Retail] Staff Policy #4 – Stocking & Assigned Areas
At DHS Retail, staff members are expected to stay in their assigned areas and ensure shelves are properly stocked. Maintaining store organization is essential for a smooth shopping experience.
Expectations for Staff:
Stay in your assigned area and perform your duties.
Keep shelves stocked and organized at all times.
Report low stock or issues to a supervisor.
Avoid wandering around or leaving your station unattended.
Consequences for Neglecting Responsibilities
Failure to stock shelves or remain in your assigned area may result in a warning, suspension, or removal from your position. Ignoring duties or leaving areas unattended can lead to further disciplinary action.
By working at DHS Retail, you agree to keep the store stocked and stay in your assigned location to ensure efficiency.
(For questions or reassignment requests, please contact a supervisor or management.)
[DHS Retail] Staff Policy #5 – Reporting Theft
At DHS Retail, all theft, whether by customers or staff members, must be reported to Loss Prevention immediately. Staff members play a key role in preventing and addressing theft within the store.
Expectations for Staff:
Report any suspected theft to Loss Prevention as soon as possible.
Do not confront or accuse customers or staff—let Loss Prevention handle it.
Ensure all purchases are properly checked out before customers leave.
Maintain professionalism and assist Loss Prevention when needed.
Consequences for Failing to Report Theft
Neglecting to report theft or attempting to handle it without proper authority may result in a warning, suspension, or removal from your position.
By working at DHS Retail, you agree to follow the proper procedures in reporting theft and assisting Loss Prevention when required.
(For concerns or to contact Loss Prevention, please reach out to a supervisor or management.)
[DHS Retail] Staff Policy #6 – Use of Store Equipment
At DHS Retail, staff members are expected to use store equipment responsibly and only for its intended purposes. Misuse of registers, stocking tools, or other store systems can disrupt operations and negatively impact the customer experience.
Expectations for Staff:
Use registers, stocking tools, and other equipment only when required for your role.
Follow proper procedures when operating store systems.
Report any broken or malfunctioning equipment to a supervisor.
Do not tamper with, abuse, or misuse store equipment.
Consequences for Misuse
Improper use of store equipment may result in a warning, suspension, or removal from your position. Intentional misuse or damage may lead to further disciplinary action.
By working at DHS Retail, you agree to handle store equipment responsibly and follow all usage guidelines.
(For equipment issues or assistance, please contact a supervisor or management.)
[DHS Retail] Staff Policy #7 – Dress Code & Appearance
At DHS Retail, maintaining a professional appearance is essential to ensure a positive shopping environment. Staff members are expected to present themselves in a neat and realistic manner while on duty.
Expectations for Staff:
Wear appropriate clothing that reflects a professional image.
Keep your clothing clean, neat, and free from damage.
Avoid wearing unrealistic skin colors (e.g., blue, purple, green) or hair colors that are not natural (e.g., bright neon colors).
Ensure your overall appearance is appropriate for a retail setting.
Consequences for Dress Code Violations
Failure to comply with the dress code may result in a warning, suspension, or removal from your position, depending on the severity of the violation.
By working at DHS Retail, you agree to maintain a professional and realistic appearance that represents the store well.
(For any concerns or questions regarding appearance, please contact a supervisor or management.)
[DHS Retail] Staff Policy #8 – Handling Conflict & Disagreements
At DHS Retail, we understand that conflicts or disagreements may arise between staff members. It is important to handle these situations professionally and respectfully to maintain a positive and productive work environment.
Expectations for Staff:
Address conflicts calmly and respectfully, without escalating the situation.
If needed, involve a supervisor or management to mediate and resolve the issue.
Focus on finding solutions rather than assigning blame.
Maintain professionalism and avoid bringing personal issues into the workplace.
Consequences for Unresolved or Escalated Conflict
Failure to resolve conflicts respectfully or escalating issues may result in a warning, suspension, or removal from your position. Repeated instances of poor conflict resolution can lead to further disciplinary action.
By working at DHS Retail, you agree to handle disagreements constructively and work towards maintaining a harmonious work environment.
(For assistance with conflict resolution, please contact a supervisor or management.)
[DHS Retail] Staff Policy #9 – Breaks, Clocking In & Time Clock
At DHS Retail, breaks may be taken at any time during your shift, but it is important to follow the proper procedures for clocking in, taking breaks, and ensuring accurate timekeeping.
Expectations for Staff:
Clock in at the beginning of your shift before starting any duties.
Breaks may be taken at any time during your shift, as long as it does not disrupt store operations.
When taking a break, you must clock out and use the “break” feature on the time clock device.
Ensure you return promptly from your break to resume your duties.
Do not take extended breaks or leave the store without proper approval.
Consequences for Misuse of Breaks or Failure to Clock In
Failure to properly clock in, clock out, or misuse the break feature may result in a warning, suspension, or removal from your position.
By working at DHS Retail, you agree to follow time clock procedures and ensure you are properly clocked in and out when taking breaks.
(For any issues with the time clock or break procedure, please contact a supervisor or management.)
[DHS Retail] Staff Policy #10 – Handling Customer Complaints
At DHS Retail, addressing customer complaints professionally and efficiently is key to providing a positive shopping experience. Staff members are expected to remain calm and constructive when handling any issues customers may present.
Expectations for Staff:
Listen to the customer’s complaint attentively without interrupting.
Stay calm and professional, even if the complaint is challenging or negative.
Offer solutions within your role and, if necessary, escalate the issue to a supervisor or manager.
Ensure the customer feels heard and that their concerns are addressed in a timely manner.
Do not argue or become defensive when handling complaints.
Consequences for Poor Handling of Complaints
Failure to manage complaints properly, including being unprofessional or dismissive, may result in a warning, suspension, or removal from your position.
By working at DHS Retail, you commit to addressing customer complaints with professionalism and ensuring a positive experience for all customers.
(For assistance with handling difficult complaints, please contact a supervisor or management.)
[DHS Retail] Staff Policy #11 – Social Media & Public Representation
At DHS Retail, staff members are expected to represent the store positively, both in-person and online. Your behavior on social media can reflect on the store, so it’s important to maintain professionalism at all times.
Expectations for Staff:
Do not post or share any content that could damage the store’s reputation.
Be mindful of your comments and interactions on social media, especially when discussing DHS Retail.
Do not disclose any confidential information about the store, customers, or employees on social platforms.
If you are posting about work-related matters, ensure it is done in a professional and respectful manner.
Consequences for Unprofessional Social Media Behavior
Failure to follow this policy may result in a warning, suspension, or removal from your position, depending on the severity of the violation.
By working at DHS Retail, you agree to represent the store in a positive light and maintain professionalism in all online interactions.
(For questions about social media guidelines or concerns, please contact a supervisor or management.)
[DHS Retail] Staff Policy #12 – Professionalism
At DHS Retail, professionalism is crucial in maintaining a positive work environment and delivering excellent customer service. Staff members are expected to display a high level of professionalism in both their actions and interactions with others.
Expectations for Staff:
Maintain a positive attitude and respectful demeanor at all times.
Treat customers, fellow staff, and management with courtesy and respect.
Keep personal issues and emotions in check while on duty.
Follow store procedures and comply with management instructions.
Represent the store in a professional manner, both in-store and on external platforms.
Consequences for Unprofessional Behavior
Failure to demonstrate professionalism, including disrespectful behavior, negativity, or disregard for store policies, may result in a warning, suspension, or removal from your position.
By working at DHS Retail, you agree to maintain a high standard of professionalism and contribute to a positive store atmosphere.
(For any concerns regarding professionalism, please contact a supervisor or management.)
DHS Retail Staff Disciplinary Chart
1. Minor Offenses
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Examples:
- Inappropriate language or behavior
- Tardiness or leaving early without permission
- Not following break procedures
- Minor dress code violations
-
Consequences:
- First Offense: Verbal Warning
- Second Offense: Written Warning
- Third Offense: Temporary Suspension (1-3 days)
2. Moderate Offenses
-
Examples:
- Failing to follow store procedures
- Poor customer service behavior
- Misuse of time clock (clocking in/out incorrectly)
- Unauthorized absence from assigned area
- Disrupting store operations
-
Consequences:
- First Offense: Written Warning
- Second Offense: Suspension (3-5 days)
- Third Offense: Final Warning or Extended Suspension (5-7 days)
3. Serious Offenses
-
Examples:
- Theft or dishonesty
- Disrespecting management or coworkers
- Harassment or unprofessional conduct
- Failure to report security or theft incidents
-
Consequences:
- First Offense: Suspension (7-14 days)
- Second Offense: Permanent Removal or Termination
- Third Offense: Ban from the store or Blacklisting from DHS Retail
4. Major Offenses
-
Examples:
- Engaging in illegal activities
- Violent behavior or threats towards others
- Severe neglect of responsibilities that affects store operations or customer safety
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Consequences:
- Immediate Action: Permanent Ban or Blacklisting from DHS Retail
- Permanent Removal: Immediate termination with no further opportunity for reinstatement
Additional Notes:
- Warnings: Warnings remain in the staff member’s record for 6 months. After this period, they will be cleared unless the same offense is repeated.
- Suspensions: Suspensions are reviewed after the set time period and may be extended based on the severity of the behavior or the employee’s conduct during suspension.
- Blacklisting/Ban: Blacklisting or a ban means the individual is prohibited from working or interacting with DHS Retail in the future.
Appeals Process:
Staff members may appeal any disciplinary action by submitting a written appeal to a supervisor or management. The appeal will be reviewed, and further action may be taken based on the circumstances.
Conclusion
Thank you for taking the time to review the DHS Retail Staff Guidebook. We believe that by following these guidelines, we can create a positive, professional, and efficient environment for both our staff and customers. Every team member plays a crucial role in the success of DHS Retail, and we appreciate your dedication to maintaining the high standards of our store.
If you ever have any questions or need clarification on any policies or procedures, don’t hesitate to reach out to your supervisor or management. We are here to support you and ensure that you have the tools and knowledge needed to succeed.
Remember: Your behavior, professionalism, and commitment to excellence are what help make DHS Retail a great place to work and shop. We look forward to seeing you contribute to our success!
Thank you for being a valued member of our team. Let’s make every shift count!
Welcome to the DHS Retail team!
(For further inquiries or concerns, please reach out to your supervisor or the management team.)