Responding to Coronavirus Disease 2019 (COVID-19)
Last updated on April 1, 2020 at 7 p.m. Pacific Time
Learn how Wells Fargo is responding to the spread of COVID-19 disease and what it means for you.
Responding to COVID-19: Wells Fargo Philippines (formerly WFEGS)
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Working from home
Meetings & Events
Giving & Volunteerism
We are doing all we can to enable as many people as possible to work from home as part of social distancing and will continue to reduce in-office staffing as we’re able. For employees who continue to work in our branches, contact centers, and other offices, we have taken the following additional actions to help keep you safe.
- We have made an adjustment to our standard branch operating hours for our entire U.S. footprint. Effective Saturday, March 21, branch operating hours will be Monday through Friday from 9:30 a.m. to 4 p.m. and Saturday 9 a.m. to noon, local time.
- We are temporarily closing some branches, relocating employees to busier branches, and utilizing drive up instead of lobbies where possible.
- We have installed signs at branches and added messages on ATMs asking those who are sick or quarantined to do their banking digitally until they are well.
- We put in place social distancing guidelines to maximize distance among customers and between customers and employees.
Contact centers, operations centers, and trading floors
- We are restricting access to contact centers, operations centers, and trading floors. Only essential employees who work in those locations and necessary facilities support will be provided access.
- CPG is implementing an enhanced cleaning program in all properties.
- We are increasing shipments of hand sanitizers, wipes, and other supplies.
- If you work in a location where all employees are working from home, and you have a supply of unused hand sanitizer, disinfectant wipes, or related supplies, please contact your local property manager. We are working to redirect these supplies to locations where our employees continue to work. We can all pitch in to make a difference.
- We are limiting facilities support to activities and vendors necessary to maintain a safe and productive working environment. Routine requests (such as removing plants) will be deprioritized while we work to tend to mission-critical requests.
- We have implemented CDC guidelines of 6 feet of space between individuals in all facilities.
- All international regions have enacted social-distancing work arrangements. Where business line or support function guidance differs from international region guidance, international employees should follow region guidance to be compliant with local government and/or health agency direction.
- “Shelter in place,” “stay at home,” and “lockdown” orders continue to be issued by national, state, and local governments. Generally speaking, when a new government order is issued, you should continue with your existing work arrangements. We will notify you if that’s not the case.
- We dramatically increased our Team Member Care staff to answer questions about workplace safety, your health, or anything else on your mind.
What you should do now
- Stay home if you are sick.
- Wash your hands often with soap and water for at least 20 seconds, especially after going to the restroom; before eating; and after blowing your nose, coughing, or sneezing.
- Avoid touching your eyes, nose, and mouth.
- If you have a laptop, take it home on a daily basis and ensure it is current with all software updates.
- If you have remote access, check that your remote access token is active at Token Maintenance on Teamworks at Work and log on remotely to ensure you have access. Tokens become inactive after 90 days of nonuse. If you do not have remote access and believe you should, talk to your manager immediately.
- Update your Personal Information with your latest contact information. This information is used by the corporate emergency notification system for critical communications.
- If you are a manager, make sure that your teams can contact you after hours.
- Regularly review this page for updates.
- The World Health Organization and U.S. Centers for Disease Control and Prevention are not currently recommending that people who are well wear facemasks or gloves to protect themselves from respiratory diseases, including COVID-19, as there is currently no evidence that routine use of medical masks by healthy individuals prevents COVID-19 transmission. If you choose to wear a mask or gloves (PDF), you must be able to perform the essential functions of your job, including clear communication. It’s also important you wear and take off masks and gloves correctly. Wearing gloves is not a substitute to washing your hands.
What to do if there is an incident at your office/branch location
- Employees with a confirmed case of COVID-19 will be sent home to follow instructions from their doctor. Working with the impacted employee and their manager, Wells Fargo will help determine who had prolonged close contact with the impacted employee.
- Employees who have had prolonged, close contact with this employee or direct contact with infectious secretions (e.g. being coughed on) will be advised to not come into the office for the next 14 days. U.S. based employees must document this time away in Time Tracker. Go to Time Tracker. First, select Requests, then select New Request, then select Nonroutine Event1, click OK to the attestation, and finally, select Quarantine.
- International regular and overtime eligible employees use your local time tracking tool, process or guidance provided from HR.
- Other employees working at the location will also be notified through our Everbridge emergency notification system that the location will be closed while it receives a deep cleaning before anyone is allowed to return to work.
- We reopen areas only after conferring with regional and local managers.
What to do if your location is closed due to a public health order
- Talk to your manager. You and your manager should decide whether there is an alternate location for you to work, based on your role.
- If there is no alternate work location where you can work, go to Time Tracker. First, select Requests, then select New Request, then select Nonroutine Event1, click OK to the attestation, and finally, select Public Health-Location Closed. Record the time away until your location re-opens.
What to do if you are concerned about shaking hands with customers
Feeling apprehensive about shaking hands during health conscious times is understandable. For employees choosing to abstain from handshaking, that is completely okay; here are a few alternatives to greet customers in a professional but friendly manner:
- Give your customer a friendly smile and wave.
- Nod and make eye contact to acknowledge your customer.
- Make it fun and keep it professional; be creative with a foot tap, air high five, elbow bump, or Namaste greeting.
- Additionally, team members should refrain from ordering cleaning and sanitizing supplies. Notify your Corporate Properties representative to receive assistance in obtaining these items. To discourage customers from taking branch supplies such as hand sanitizer, keep these items within team member reach.
Know the facts and avoid spreading rumors on social media
- As the COVID-19 situation evolves, try to stay well-informed about the spread of the virus and Wells Fargo's response.
- Bad information diverts our attention from critical tasks to clearing up facts.
- All of us — especially those who are active on social media — have a responsibility to share verified and credible information and to avoid spreading rumors or misinformation across our social networks.
- If you choose to engage in social conversations about Wells Fargo and COVID-19, we encourage you to first consult our verified COVID-19 incident page on Teamworks and Wells Fargo’s social media guidance for employees.
- If a customer asks a question or expresses a concern about COVID-19 on your social feed, send them to email@example.com. If a member of the media reaches out to you, please direct them to Corporate Communications at CORPCSF@wellsfargo.com.
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Working from home
If you do work from home, please be a good steward of company resources and follow these recommendations to ensure the continued strength of our network:
- Use your Wells Fargo approved mobile device when possible rather than your corporate laptop or tablet.
- If you must access Wells Fargo's network from your laptop, disconnect from the network as soon as your tasks are complete. Wells Fargo Technology is monitoring network usage to ensure its ability to provide strong business operations.
- Internet browsing while connected remotely should be limited to business need only.
- Use a Wells Fargo audio conference call line for meetings whenever possible. Only use video for critical customer or client facing meetings.
- Devices supporting remote access are in high demand, so it is important they are kept clean and sanitized, securely locked when unused, and updated with the latest security patches.
- In the event it becomes necessary, Technology will proactively disconnect some MyED Pulse Secure users to ensure critical and customer-facing users can continue to operate. Impacted users will receive a pop-up message on their device's monitor about the upcoming disconnect. Users with Blackberry Work will also receive a notification email. Employees without Blackberry Work access will receive a text.
- Once notified, impacted users will have between 10 and 30 minutes to prepare before they are disconnected. They should immediately save all work, and plan to work offline until they have a business need to reconnect.
- Employees with Blackberry Work will still be able to use their mobile devices for email, calendar, contacts, chat, and web access.
Ensuring a strong home Wi-Fi connection
- Follow any tips your internet provider has for maintaining a strong connection.
- Contact your internet provider for any tools it has to check the strength of your connection.
- Review all the devices connected to your home network and determine which should remain and which can be disconnected.
- Monitor the usage of connected devices (laptops, tablets, smartphones, gaming systems, etc.)
Using personal mobile devices for Wells Fargo meetings or to conduct business with customers
- Text messaging (SMS and MMS) to conduct Wells Fargo business is prohibited on any mobile device because it is not considered appropriate technology for secure communication.
- Employees may use their personal mobile device to make/receive voice calls to conduct company business. If more functionality is needed and you are a U.S. employee, consider enrolling your personal mobile device into Wells Fargo’s BYOD program.
- As a reminder for BYOD participants, no work-related emails can be sent from outside the Blackberry app. If you receive a business related text message or email outside of the Blackberry app, email the sender using your Wells Fargo email account or call the sender.
Taking equipment from the office
- Mounted monitors – Cannot be removed
- Personal video conferencing collaboration devices – Cannot be removed
- Desk phones and conference room phones – Cannot be removed
- Free-standing monitors and webcams, keyboards (standard and Bloomberg), docking stations, mice – Manager approval required before employees are allowed to take these items out of the office.
- Before anything is removed from a Wells Fargo location, employees should gather all necessary cables and components to operate the device and then document each item for tracking purposes. All equipment must be brought back once employees return to their normal working arrangement.
Additional equipment for remote work
- All requests for laptops or other equipment should follow the normal path for your line of business.
- Technology is working with line of business leaders to ensure new/replacement equipment is available when needed.
Printing at home
- Printing at home should be limited, and will require manager approval. If you need to print, Request Remote Wireless Printing Exception for individual. Once employees receive notification the request has been approved and processed, it will take approximately 30 minutes for the change to be effective. Instructions on how to direct printing to wireless devices can be found here: MyED Remote Printing.
- Employees should follow their line of business print guidelines regarding appropriate content to print and proper storage and disposal.
- Employees should not go to branches to attempt to print documents.
- Employees are prohibited from forwarding emails containing company information to personal email addresses.
- Employees should follow their normal technical support path.
- Technology Connection is another resource. Be advised call volumes may be high.
Below are a few links that may be helpful:
- HP (The “Cleaning your computer” information is on page 62. You can also access through Maintenance > Cleaning your computer under Bookmarks.)
- Apple: HT204172
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You have a positive COVID-19 diagnosis.
- Do not come to work.
- Quarantine as directed by your health care provider.
- Contact your manager.
- U.S. employees should contact Team Member Care at 1-877-HRWELLS (1-877-479-3557), option 8, to inform them of your diagnosis. International employees should contact their regional HR professional.
- U.S. employees: Contact Lincoln Financial at 1-866-213‑2937 to begin you leave of absence. Lincoln Financial is responsible for managing medical leaves and calculating short-term disability benefits for Wells Fargo. Support is available Monday through Friday from 8 a.m. to 8 p.m. Eastern time. (International employees should contact their local HR to discuss local benefits.)
- Once you have reported your positive COVID-19 diagnosis, you may be asked to identify coworkers with whom you have been in close contact.
- We have enhanced the short-term disability program so that, until further notice, you do not have to use PTO for the seven-day waiting period. To receive that benefit, record your time away from the office using Time Tracker. First select Requests, then select New Request, then select Nonroutine Event1, then click OK to the attestation, and finally select Public Health-Disability Waiting Period. (For International employees, use your local time tracking tool or process.)
- Rest and follow the directions of your health care provider.
You suspect you may have COVID-19.
- Compare your symptoms with information provided by the Centers for Disease Control and Prevention on its website. (International employees should follow guidance from their local health agencies.)
- If your symptoms match those specified on the CDC’s website and you are at work, go home. If you are at home, stay home.
- Consult with a health care provider who may request you get a COVID-19 test.
- If you test positive, follow the steps above for a positive COVID-19 diagnosis.
Your doctor is testing you for COVID-19 and/or a public health organization has advised you to self-isolate due to potential exposure.
- Do not report to work during the quarantine or monitoring period. You will not have to take paid time off.
- If you are not feeling ill, talk to your manager about if you are eligible to telecommute under existing line of business guidelines. Telecommuting agreements are not required for the temporary teleworking activities taking place in response to COVID-19. You also do not need the approval of HR. If you are located in an international location, please consult with your manager as guidance may vary outside the U.S.
- For U.S. based employees, record your time away from the office for the length of the quarantine period in in Time Tracker. Go to Time Tracker. First select Requests, then select New Request, then select Nonroutine Event1, then click OK to the attestation, and finally select Public Health-Quarantine.
- For International regular and overtime eligible employees, use your local time tracking tool, process, or guidance provided from HR.
- This time will not be subject to an occurrence under Wells Fargo’s attendance policy.
You have had close contact with someone confirmed to have contracted COVID-19.
- Contact your health care provider and follow their instructions. Per the CDC, close contact is defined as being within approximately six feet of someone with COVID-19 for a prolonged period, or having direct contact with infectious secretions (e.g., being coughed on) of a COVID-19 case. (International employees should follow guidance from their local health agencies.)
- If your health care provider recommends that you be tested for COVID-19 and you test positive, follow the steps above for a positive COVID-19 diagnosis.
You have been out on quarantine and tested negative for COVID-19.
- If you have tested negative for COVID-19, you should return to work when your quarantine period ends, as directed by a health professional.
You do not have a positive diagnosis for COVID-19, but you have a health condition that puts you at higher risk of serious illness from COVID-19.
- If you have a preexisting health condition that puts you at higher risk of serious illness from COVID-19, or have been told to quarantine by a health professional or Wells Fargo, you should do so. (International employees should follow guidance from their local health agencies.)
- Consult with your manager.
- Accommodations Management can assist team members who have a preexisting health condition or are at higher risk of serious illness from COVID-19, including exploring alternate workplace accommodation options. U.S. team members should contact them through Team Member Care
- Employees who are eligible may be able to telecommute under existing line of business guidelines. Telecommuting agreements are not required for the temporary teleworking activities taking place in response to COVID-19. You also do not need the approval of HR. Nonexempt employees who telecommute should continue to track their hours worked in Time Tracker. If you are located in an international location, please consult with your manager as guidance may vary outside the U.S.
- If you are not able to telecommute and have not been able to secure another workplace accommodation, you may take paid time off, as needed, through April 30. This time away will not be deducted from your annual PTO allotment.
- U.S. team members: To track this time away in Time Tracker, first select Requests, then select New Request, then select Nonroutine Event1, click OK to the attestation, and finally, select Public Health-Quarantine.
- International employees should talk with their manager and work with region HR for tracking their time away.
You don’t want to come into work because you have anxiety about potential exposure to COVID-19 at work, or you have someone in your home who is at high risk.
- We’ve been looking at what flexibility we can provide to our employees with regard to working from home. The majority of our employees serve customers, care for critical operations, or are in regulated capacities and, therefore, many of them are unable to work from home. We expect these employees to continue coming into their business locations to serve our customers as they normally would. If you have concerns, please discuss them with your manager.
- You may use PTO, if approved.
- Employees who are eligible, may be able to telecommute under existing line of business guidelines. Telecommuting agreements are not required for the temporary teleworking activities taking place in response to COVID-19. You also do not need the approval of HR. If you are located in an international location, please consult with your manager as guidance may vary outside the U.S.
- U.S.-based employees may contact Team Member Care at 1-877-479-3557, option 8, with workplace questions or concerns. International employees can use the Team Member Care eForm or contact their regional HR team.
- This has been a challenging and emotional time for many of us. We have created a new resource on Teamworks addressing how to deal with anxiety: Managing anxiety related to COVID-19. For confidential support 24 hours a day, employees may call Employee Assistance Consulting (EAC) at 1-888-327-0027 (within the U.S.) or if outside the U.S., your local Employee Assistance Program (EAP).
1Nonroutine Event (see page 74 of the Team Member Handbook (PDF) ) is a restricted non-working pay code that must be used in accordance with the Wells Fargo Time Away Policy (see page 61 of the Team Member Handbook (PDF) ). By selecting this code, employees are attesting that the time away has been approved by their manager and that they are using the time away in accordance with Wells Fargo Time Away Policies.
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Meetings & events
All upcoming internal and external group meetings, conferences, and events are being evaluated to determine whether they should be postponed or cancelled. Employees with current plans or invitations to attend a group meeting, conference or event will hear about the next steps from the meeting or event organizer in the coming days.
- We are strongly discouraging all internal meetings with more than 10 employees in attendance. This includes trainings.
- External engagements with clients and customers where more than 10 people are in attendance should be cancelled or postponed. This guidance also applies to sponsorships associated with client hospitality and tickets at venues with capacity of more than 10 people, including trade shows, conferences, Stagecoach appearances, music and sporting events. For tickets that have already been distributed, talking points will be provided to relationship and client managers to help notify clients that we will not be attending or hosting these events.
- Call volume remains high globally. We continue to work with our teleconferencing service provider to achieve stable and predictable service levels. Here’s what you can do in the meantime:
- Audio conference hosts: Please consider starting calls at 10 minutes, 20 minutes, 40 minutes, or 50 minutes past the hour, or at irregular times in between. Steer clear of calls starting on the hour or on the half-hour, if possible.
- Audio conference attendees: Try to dial in a few minutes before the call begins. Small changes will make a big difference.
- All call participants: Please use dial-in numbers only for calls with more than three people. For one-to-one calls, call the other person directly; then, if possible, use conferencing capabilities on your phone to patch in a third person.
- All company recognition events through June 2020 have been cancelled or postponed. This includes Golden Spoke, Pinnacle, and Sales/Service events. We are working on alternatives to recognize employees, and we will keep you posted as our plans solidify.
- We are pausing all Wells Fargo-organized volunteer activities through at least April 12.
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Special one-time award & additional cash payments
- A special one-time cash award to approximately 170,000 U.S. and international employees in April. This award recognizes how hard our employees have been working in our journey to transform Wells Fargo.
- As a way of recognizing the unique contribution of our frontline employees in the midst of the COVID-19 pandemic, we are making additional cash payments to employees in roles that are required to come into the office to serve customers or employees.
One-time cash award
Approximately 170,000 employees who have a base salary less than $100,0002 a year and were employed at Wells Fargo for all of 2019 will be eligible to receive the award. Employees must also have been employed on March 31, 2020, to receive the award.
- Base salary as of December 31, 2019.
- For international employees, the qualifying threshold for receiving the award will be tailored to local salary practices. For employees in the Philippines and India, this will be $40,000.
- For employees in the U.S. (including primarily commissioned based employees), total wages for 2019 (as indicated in Box 1 on their W-2) must also be less than $125,000.
- For part-time and flexible employees in the U.S., the qualifying threshold for receiving the award will be based on full-time equivalent salary below $100,000.
If you were on leave (including Salary Continuation Leave) in 2019
As long as you were employed all of 2019, have a base salary less than $100,0002 (see additional detail above) a year and were employed on March 31, 2020, you are eligible to receive the award. Employees on Salary Continuation Leave are considered employed.
Payout & timing
Those receiving an award will get an email from Human Resources on or around April 2 with specific details, and the award will be reflected on April 17 pay vouchers for eligible employees in the U.S. and shortly thereafter for eligible international employees. Team members without a Wells Fargo email address or who are on leave will receive a letter at their home address.
- Eligible full-time employees in the U.S. will receive $600 (before taxes).
- Eligible part-time and flexible employees in the U.S. will receive $300 (before taxes).
- Eligible international employees will receive the local equivalent of $6003 (before taxes). (3For eligible employees in the Philippines and India, this will be relevant currency equivalent of $300 (before taxes).)
The award will be reflected on April 17 pay vouchers for eligible employees in the U.S. and shortly thereafter for eligible international employees.
Additional cash payments
The additional cash payments will be made to employees with a base salary of less than $100,0004 in critical roles that require them to continue to work in the office during the COVID-19 pandemic. Specifically, the payments will be granted to eligible employees in the following groups:
- Customer-facing, such as in branches and contact centers
- Operations and technology, such as those supporting front-line functions
- Employee support, such as those supporting employees in payroll and Team Member Care
- Base salary as of March 31, 2020.
- Includes part-time and flexible employees.
- Excludes primarily commissioned-based employees.
For U.S. employees in these critical roles required to come into the office to serve customers or other employees will be eligible to receive an additional cash payment of $200 per pay period over five pay periods, less any applicable taxes and/or deductions. For eligible international employees, payments and timeframes will vary. If an employee is not required to be in the office the majority of the time during the pay period, they will not receive the payment for that pay period.
The payments will be made through the standard payroll process, with the first payment viewable on the April 17 pay voucher for eligible employees in the U.S. and shortly thereafter for eligible international employees, less any applicable taxes and/or deductions. If an employee is not required to be in the office the majority of the time during the pay period, they will not receive the payment.
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COVID-19 update for our medical plans
During the COVID-19 pandemic, the health of you and your family is our top priority and we want to make sure you feel supported. That's why we have partnered with Aetna, Anthem, UnitedHealthcare, and Kaiser to offer the following enhanced COVID-19 related benefits to our employees and their covered dependents enrolled in all Wells Fargo-sponsored medical plans.
Testing and evaluation for COVID-19
Effective March 18, 2020, and until further notice, as required by the Families First Coronavirus Response Act, there will be no cost sharing for (meaning, you will not pay for) deductibles, copayments and coinsurance for medically necessary screening and testing for COVID-19. This includes diagnostic testing (both the test and evaluation to determine if you need the test) in an office visit (both in person and virtual office visits or telehealth), urgent care, and emergency room.
If a member is diagnosed with COVID-19, all treatment including but not limited to hospital, transportation and pharmacy services will be subject to deductibles, coinsurance, and copays in accordance with the Benefits Book (Aetna, Anthem, and UnitedHealthcare) or certificate of coverage (Kaiser).
Medical Virtual Office Visits (telehealth)
Through June 14, 2020, cost sharing will also be reduced to zero dollars ($0.00) for medical virtual office visits for any reason at a provider listed below (Kaiser members: see the Kaiser bullet below). For step-by-step instructions on how to register for a medical virtual office visit, go to the Virtual Office Visit Registration Help page on Teamworks at work and then find your appropriate virtual office visit provider:5
- Aetna: Teladoc.
- Anthem: LiveHealth Online.
- UnitedHealthcare: Teladoc, Amwell, and Doctor on Demand. Choose any of these three providers or change at any time.
- Kaiser: the virtual office visit providers can be found at kp.org. Kaiser is covering virtual office visits at $0 cost share to members on an HMO plan, except for Kaiser Colorado, which has a copay for virtual office visit. For members in the Kaiser HDHP, virtual office visits are subject to regular plan provisions.
Summary of Material Modifications
This document is a Summary of Material Modifications (SMM) for the Wells Fargo & Company Health Plan (the Health Plan) and is intended to notify you of important updates made to the Health Plan. This SMM is added to and modifies the January 1, 2020, Health Plan Summary Plan Description (SPD), which is provided in the Benefits Book. Please take the time to read this SMM carefully and keep a copy of it with the previously issued SPD.
Please contact your health insurance claims administrator for further information regarding your medical coverage, or for assistance with navigating their websites.
5Disclaimer about the use of virtual office visits in the workplace or on company devices: Wells Fargo can monitor and may control access to and use of its equipment and electronic communication systems, including but not limited to original and backup copies of email, instant messaging, text messaging, voicemail, and internet use. You should not expect privacy in connection with your use of any company resources, equipment, or property. Even if information is encrypted and you have created or have access to passwords to protect against unauthorized access, you should not consider activities or correspondence using that password to be private. In addition, phone calls made or received on any business telephone may be monitored or recorded. Monitoring may be conducted remotely or locally using software, hardware, or other means.
Also note that personal calls in the workplace may be overheard by other team members, which means that certain medical details you may not wish to share publicly may not be kept private. Information obtained through monitoring may be shared with management, human resources, and corporate security. It will be treated confidentially and retained for a reasonable period to accomplish the purposes as determined by Wells Fargo, and it is subject to any rights team members may have under applicable law. As a reminder, team members should always follow their line-of-business policies and procedures about taking personal time to engage in personal phone calls and tasks. If you have questions or concerns about the appropriate use of electronic communication systems, contact your manager or Information Security Consultant (ISC).
- Onsite biometric screening events will be postponed and rescheduled at a later date.
Changes to Short-Term Disability
- For U.S.-based employees directly affected by coronavirus, the seven-day waiting period will be covered at 100% without employees having to use PTO.
- Employees with fewer than four years of service will be eligible for four weeks at 100% pay rather than 65% pay.
Changes to Backup Child Care
International employees should contact their regional HR team for country specific programs and benefits.
Temporary child care benefits are available through Bright Horizons for certain U.S. employees (full- or part-time, working a minimum of 17.5 hours per week) who are the parent or legal guardian of a child under age 13 whose school or daycare has closed due to COVID-19. This benefit is available to the following:
- Non-exempt employees (i.e., employees paid by the hour)
- Exempt employees (i.e., salaried employees) who are working in a Wells Fargo location full time and have a base salary less than $100,000 per year as of March 17, 2020 and are not a commissioned employee.
Employees who meet the above criteria:
- We have made a significant enhancement so that you may obtain child care from your own personal network (e.g., from a relative, babysitter, or friend). You will be reimbursed $100 for each day that childcare is provided.
- Bright Horizons has an enhanced website to make it easier for employees to access in-home care. Access it at https://clients.brighthorizons.com/wellsfargo.
- If you have already registered, you can use your same user name and password. Your profile and any existing reservations have transferred to this enhanced website.
- If you have never registered before, go to Backup Child Care and Backup Adult Care (Bright Horizons).
- You will see a link to the Bright Horizon's Family Solutions, called COVID-19 Crisis Care. This link will redirect you to another website, J.P. Morgan Chase, where you can enter the details for reimbursement as well as see the status of the reimbursement process.
- If you cannot access the Bright Horizons website, you may call 1-877-BH-CARES to register. Bright Horizons phone lines are extremely busy and you should expect significant hold times. Using the online enrollment process above is the most efficient option.
- This option provides 20 days of care and ends April 30, 2020.
Non-exempt employees and employees only (special time away to search for day care options):
We realize that school and day care closures are occurring rapidly and that you may not be able to take advantage of one of the above options right away. Because of this, we are allowing you to be out of the office for up to 5 paid consecutive working days as you arrange for child care. Please read the below carefully for important details on this:
- These 5 consecutive working days are for use upfront, beginning on the first business day after your school district announces a closure, to help you locate childcare before returning to work. If your school district announced a closure on or before Friday, March 13, then the option to use 5 days to arrange for childcare begins on your next day at work, after you receive this email.
- Any days beyond 5 working days that you use to find child care will be considered PTO.
- Reimbursements for child care through the temporary option mentioned (COVID-19 Crisis Care) above will occur on days you are working, but not during any days you take to arrange for child care.
- As an example: If you secure childcare for the next business day, and you are present at work on the next business day, you will be reimbursed $100 per day beginning that day. This is in addition to your usual pay. If you take 5 consecutive working days to find childcare and return to work on business day 6, you will begin receiving reimbursement for childcare beginning on business day 6, in addition to your usual pay.
- Time used finding childcare reduces the days allotted for reimbursement. If you take all five days to secure care, you can only be reimbursed for 15 days (20 days limit of COVID-19 Crisis Care minus five days of time away to search for care).
- If you need to take time off to obtain child care, talk to your manager. Then, go to Time Tracker. First, select Requests, then select New Request, then select Nonroutine Event1, click OK to the attestation, and finally, select Public Health - School/Day Care closing.
International employees should talk with their manager and work with region HR for tracking their time away.
All employees, two additional options:
- As Bright Horizons will be closing most of its day care centers out of public health concerns and state and local mandates, you may request that a Bright Horizons caretaker come to your home to care for your child while you are at work.
- Bright Horizons has an enhanced website to make it easier for employees to access in-home care. Access it at https://clients.brighthorizons.com/wellsfargo.
- If you have already registered, you can use your same user name and password. Your profile and any existing reservations have transferred.
- If you have never registered before, go to Backup Child Care and Backup Adult Care (Bright Horizons). Only if necessary you may call 1-877-BH-CARES to register. Bright Horizon phone lines are extremely busy, using the online enrollment process is the most efficient.
Note: Bright Horizons is for U.S. employees only. International employees should contact their regional HR team for country specific programs and benefits
- Another alternative to explore is our current benefit with LifeCare. Once you sign on to LifeCare, select "Get Expert Help." LifeCare is available 24/7 and can assist you in identifying whether or not dependent care is available in your location including in-home care.
Commuter Benefit Program impacts due to COVID-19
If you are currently enrolled in the Commuter Benefit Program, you will be receiving an email from WageWorks with available answers to your questions about:
- Your Commuter Benefit Program orders for March and April
- Transit agency and parking provider considerations for your March and April orders
You can also access the WageWorks COVID-19 commuter communication page for the most up-to-date information. To find out if there has been a change in your transit agency’s returned pass policy, check back regularly on the WageWorks communication page instead of your local transit agencies website.
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If you have started a trip or are away from home, confirm that you have travel arrangements to return home. Monitor the opening page on Concur Travel for answers to frequently asked questions about nonrefundable tickets and other issues.
All international travel (outside an employee's country of employment) has been restricted to essential business travel only and requires Operating Committee member approval. All international business travel to and from the U.S. in the next 30 days is cancelled. Employees who have scheduled international travel during this time are asked to cancel their reservations in Concur Travel, and they must get approval from an Operating Committee member before rebooking. As guidance continues to change from government and public health officials, Wells Fargo's Global Travel Warning List (GTWL) will be updated with travel restrictions to affected countries.
- All team members returning from travel to a level 3 at risk country, as defined by the U.S. CDC, are asked to stay at home for 14-days before returning to work. If travel was business related, or you booked your personal trip prior to March 6, or prior to the country being rated level 3, you will not be required to use PTO. Team members who are eligible to telecommute, and are not ill, should do so during the stay at home period. Team members who are eligible to telecommute, and are not ill, should do so during the stay at home period.
All domestic air travel has been restricted to essential business travel only and requires executive-level approval. If you have an upcoming domestic flight already booked for a business trip, please discuss it with your manager; no future bookings should take place without executive approval. These restrictions are effective immediately.
6Domestic travel includes travel within the U.S. as well as travel within any country outside of the U.S. where Wells Fargo operates or has business.
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Options for Wells Fargo-covered health plan members seeking medical leave.
If you are ill and unable to work
Employees may be eligible for medical leave with Short-Term Disability benefits if they are unable to perform some or all of their job duties for seven-consecutive calendar days. Medical documentation supporting the claim will be required.
- Do not come to work.
- Self-quarantine as directed by your health care provider.
- Contact your manager.
- U.S. employees should contact Lincoln Financial at 1-866-213-2937 and notify them of your status. Lincoln Financial is responsible for managing medical leaves and calculating short-term disability benefits for Wells Fargo. Support is available Monday through Friday from 8:00 a.m. to 8:00 p.m. ET. (International employees should contact their local HR to discuss local benefits.)
- If you are calling outside of Lincoln Financial’s service hours, contact Team Member Care at 1-877-HRWELLS, (1-877-479-3557), option 8 to inform them of your diagnosis.
- Once you have reported your positive COVID-19 diagnosis, you may be asked to identify co-workers with whom you have been in close contact.
- We have enhanced the short-term disability program so that, until further notice, you do not have to use PTO for the 7-day waiting period. To receive that benefit, record your time away from the office using Time Tracker. Go to Time Tracker. First, select Requests, then select New Request, then select Nonroutine Event, click OK to the attestation, and finally, select Public Health-Quarantine. (For International employees, use your local time tracking tool or process.)
- Rest and follow the directions of your health care provider.
If your immediate family member is seriously ill and needs the team member’s support
Wells Fargo offers Critical Caregiving leave (see page 74 of the Team Member Handbook (PDF) ) to eligible U.S. based employees who need time away to provide critical care and support to a family member with a serious health condition as defined by the Family and Medical Leave Act (FMLA). Critical Caregiving Leaves are paid and can be taken one time per calendar year for 5 consecutive regularly scheduled workdays or one regularly scheduled work week. They cannot be taken intermittently.
- In cases where an employee is eligible, Critical Caregiving Leaves run concurrent with available FMLA or similar state required leave.
- Employees with questions should first review our Critical Caregiving Leave information on Teamworks, and if you have additional questions, consult with Team Member Care at 1-877-479-3557, option 8.
- You should also contact your healthcare provider and following instructions for your own care.
For extended leave of absence: Within the U.S., employees should contact Lincoln Financial at 1-877-HRWELLS (1-877-479-3557) options 2, 3, 5 to discuss leave options. Outside the U.S., employees may submit for applicable leave options in their country of employment.
NOTE: Within the U.S., FMLA and state job reinstatement job protections may apply if the employee is eligible and they have the time available under the regulation.
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Giving & Volunteerism
Supporting employees suffering hardship
To assist employees who may experience their own hardships during the COVID-19 global pandemic, the Wells Fargo Foundation has donated $10 million to the WE Care Fund, which provides resources to colleagues who face a catastrophic disaster or financial hardship resulting from an event beyond their control. This program is available to those affected by coronavirus and is intended to help care for team members, especially those with limited resources, so they can get back on their feet with basic necessities.
If you are experiencing a critical financial hardship situation with immediate need for help with basic necessities, you may apply online or call 1-877-569-2273, for one of the following grants by selecting the “Infectious Disease (Pandemic/Epidemic)” option.
- If you require specific assistance for immediate needs such as mortgage/rent or evacuation assistance to ensure your ability to continue working you may be eligible for a $1,500 grant.
- If you require assistance with basic life needs such as food and utilities, you may be eligible for a $500 grant.
- It is NOT necessary to contact Employee Assistance Consulting (EAC) when applying to the WE Care Fund.
- The application process has been streamlined though it may take 5 to 10 days to receive the grant.
- Applicants can only apply for one grant for mortgage/rent or basic life needs, not both.
- Because the assistance is provided as a grant and not as a loan, you do not pay it back, nor are you required to pay taxes on the grant money received.
- Team members who want help other team members can donate to the WE Care Fund on the Community Care Portal. Contributions are tax-deductible and 100% of team members' contributions are directed to the fund. WE Care is administered by E4E Relief, a subsidiary created by the Foundation for the Carolinas for its disaster assistance work. E4E will not post or share grant amounts. All information is kept confidential.
Supporting relief efforts
Team members who want to support Coronavirus outbreak relief efforts can consider donating to domestic and international organizations through the Community Care Portal.
Changes to Volunteering
In the interest of the health of our employees and our communities, effective immediately, we are pausing Wells Fargo-organized volunteer activities through April 12, given guidance from the CDC. We plan to reassess the situation after April 12 and will communicate more information at that time.
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