Customer Contact Strategy - Business

2020-04-14 AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement

Normal Dispatch Guidelines

Call Ahead is Critical – Make sure you ask these questions prior to arrival:

1. Is there anything I should be aware of before I enter your site?

2. Is there an alternate entrance I should utilize?

3. Is there specific Personal Protective Equipment (PPE) that I need to work at your site?

Once Onsite determine the following to assess risk level:

1. What is the Facility Type?

2. What is the General Atmosphere?

3. How many people are present and what PPE are they using?

4. Can you maintain social distancing guidelines of 6 feet?

Federal, state, and local guidance continues to evolve to control the spread of the virus. The

standard PPE to work safely is: 1) soap or hand sanitizer, 2) eye protection, and 3) long

sleeve shirts & trousers. A face covering must be used where required by local order or the

customer. Where not required, a face covering may be used at your discretion.

Subject to the Alternate Dispatch Guidelines below, if the work can be completed safely

then follow these PPE guidelines:

Low Risk Situation – Small Business, < 5 people, safe distance possible

PPE: Standard items as described above

Medium Risk Situation – Small or Medium Business, 5 - 10 people, safe distance possible

PPE: Standard items as described above plus Shoe Covers

High Risk Situation – Hospitals or Large Business, >10 people, safe distance possible

PPE: Standard items as described above plus Shoe Covers and Face Covering

Extreme Risk Situation – Self Quarantines, Isolation & Recovery Centers, Biohazard Facilities

PPE: Contact Manager before Proceeding, Manager call EH&S at 800-566-9347

Follow proper procedures for handling PPE. All employees should routinely check the

Employee Resources & Recommendation site for the latest updates.

Customer Contact Strategy - Business

2020-04-14 AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement

Alternate Dispatch Guidelines

Except in Extreme Risk situations noted above where appropriate PPE, instruction and approval are provided,

repair and installation jobs should only be completed if the work can be done without exposure to persons

with COVID-19 or to persons who have been in close contact with such individuals. If during the initial

conversation the customer indicates a known risk of someone with COVID-19 or other high-risk exposure, then

do not go into the customer premises and use the table below. Put safety first – always call ahead!

Business Type Repair Install

Stand-alone Business with outside demarcation (NID) <or> Multi-Tenant Business in a suite within a multi-tenant facility with separate equipment room (MPOE)

1) Repair to NID or MPOE 2) Inform Customer of status 3) Leave defective CPE including

managed router and inform customer that defective CPE was left in the equipment room labeled with customer’s name

4) If issue resolved, complete ticket.

5) If issue is in CO or cable, handle according to normal guidelines.

6) If issue is isolated to customer premises and cannot be resolved; a. Jep circuit ticket to E02-NDE b. Change ESS ticket to “Hold Customer Delay”

7) Document OSSLOG and/or Close Remarks referencing what transpired and validate circuit is tagged appropriately.

Voice/DS1/Stand-alone ASE 1) If acceptable to customer, install to NID or

MPOE and complete job 2) If not acceptable, Jep ticket to E01-NDE 3) Document OSSLOG referencing what

transpired and validate circuit is tagged appropriately

Single Dispatch 1) Jep ticket to E01-NDE

Managed Services 1) Contact Controlling Center to fail field handoff IP Broadband 1) If acceptable to customer, with adequate

Wi-Fi and equipment room, install to MPOE/Equipment room and complete job

2) Document Close Remarks referencing what transpired and validate circuit is tagged appropriately.

3) Inform customer to contact AT&T when “all safe” to relocate equipment (manage locally with project tickets to reduce cost and customer aggravation)

4) If not acceptable, Jep ticket to E01-NDE

All in One Business with demarcation/equipment room inside the Business

1) Inform Customer of status 2) Jep ticket as described above 3) Document OSSLOG and/or

Close Remarks referencing what transpired appropriately.

1) Inform Customer of status 2) Jep the ticket as described above 3) Document OSSLOG and/or Close Remarks

referencing what transpired appropriately.

Updated 4-15-20

This document is applicable only if the customer answers yes to any of the COVID-19 exposure

questions. (It is preferable that the exposure questions be asked during the pre-call rather than

upon arrival.) As always, safety is our number one priority.

To All U.S. AFO Field Technicians & Managers

Field Operations Specific Guidelines:

Note: Each dispatch is unique. If you are unable to determine how to proceed, contact your

supervisor for further support.

RESIDENTIAL REPAIRS:

Perform repair work without entering the customer’s home or coming into close contact with the customer:

• Our goal is to restore essential services to the customer.

• During the pre-call (if the customer has answered “yes” to any of the COVID-19 exposure questions), ask the customer if they are completely out of service and talk with the customer to determine what service issues they are experiencing. To limit exposure, please ask the customer to open all garages/gates on the outside to communications equipment, like the NID, or any other areas you may need to access.

o If pre-call is unsuccessful, establish customer contact on site by knocking on the customer’s door and maintain 6 feet of distance.

• Do not enter the customer’s home for any work needed. Try to troubleshoot with the customer, if needed, virtually via phone, text/sending pictures, etc. The customer could share pictures or video of what they are seeing in the home.

• Through the tools available to you and by talking with the customer, try to establish if the trouble is inside the home or outside.

• If the IP/POTS trouble is outside:

o Proceed with a normal repair, validating service is acceptable to the home and follow BAU process.

o If problem is resolved, confirm virtually with the customer that their services are up and running.

• If the line has passing results outside of the customer’s home and the trouble

is isolated to the inside:

The following guidance can be used to attempt to complete the job:

o For POTS: If possible, provide a temporary inside wire/jack that the customer

can retrieve from the window/garage to establish service. In this case, continue to JEP the job to complete work at a later date.

o For IP: ▪ For slow surf or apparent Wi-Fi related issues: Ensure customer has

downloaded the Smart Home Manager app; if RG speed test is passing, then virtually walk the customer through using the Smart Home Manager app to help identify possible coverage issues. If a Wi-Fi Extender is recommended, and the customer would like to purchase one, identify where to leave the Extender outside the home for them to collect to avoid contact. If needed, virtually walk the customer through configuring the Extender.

o Other inside troubleshooting (e.g., IP no surf/wiring issues, DIRECTV/AT&T

TV issues, etc.): If there is a possibility to resolve other basic issues by verbally walking the customer through the process (via phone, text, etc.), attempt to resolve the repair virtually by having the customer troubleshoot. E.g., rebooting the RG, red button reset for DTV, power cycling ONT, etc. If replacement and/or new CPE is needed, identify where to leave the CPE outside the home for them to collect to avoid contact. If needed, virtually walk them through configuration.

o For some SFU/MDU scenarios: You may have to instruct the customer to go to

the Central Wiring Panel (normally in a master bedroom closet) in order to access the equipment.

• Registration of new CPE:

o IP RGs & U-verse TV STBs: For swapping CPE, the customer should already be registered. Verify in LSBBT/BBExpress that G2 sees the new RG/STB.

o DIRECTV STBs: Get the serial number from the customer of the device that needs to be replaced. Be sure to pick the device on the work order to be swapped. Be sure to scan the serial number of the new device before leaving it outside the home for the customer to collect. Once the customer collects new device to bring into their home, virtually walk the customer through how to connect equipment. Do not perform the step to activate the equipment until you’ve confirmed that the customer has the device physically connected in the home. The technician will perform registration and activation of device via the handheld.

• Do not collect old CPE:

o Do not collect the old CPE from the customer.

o Notes need to be added to the job that you were unable to recover equipment due to COVID-19.

• Shipping back CPE (includes all CPE):

o Because the technician will not be able to recover the old CPE, the technician needs to instruct the customer that when they are healthy and quarantines are over, they need to take the old CPE to a UPS or Fedex location.

o The customer can simply bring the CPE in to UPS or Fedex (without an RMA/label) and the equipment will simply be scanned, boxed and labeled for them to ship back to the RL.

• For all repairs, do as much work as possible without going into the home and maintaining 6 feet of separation. If able to verify services are working without any temporary measures, complete the job as normal.

• If any temporary setup occurred, or work cannot be completed, Jep the job using the codes below and provide detailed notes about the work performed. Updated - Legacy AT&T Technicians on IP repair should use the following Jep codes:

If temporary service was provided

R04 UVI OUTSIDE WORK DONE/INSIDE NOT COMPLETED

DUE TO QUARANTINED CUSTOMER

• As of 4/16/20, R04 will appear in Atlas as “OUTSIDE WORK

COMPLETED/REQUIRES RETURN DISPATCH”

If temporary service could not be provided

E02 NDE NATURAL DISASTER RELATED TO END USER –

MAINTENANCE

Legacy AT&T Technicians on POTS repair should use the following Jep code:

E02 NDE NATURAL DISASTER RELATED TO END USER –

MAINTENANCE

• Note: Be sure to include in the narrative whether a workaround was

provided or if no service was provided on these jobs.

Updated - Legacy DIRECTV/Fixed Wireless technicians should use the

following:

If temporary service was provided:

• Prior to work order closure, a specific line item will need to be added to

track these jobs needing a return dispatch.

o In Atlas, select the “COVID Extensive Education” line item, found

by selecting “Edit” on the “Labor” section (see below).

▪ Note: In EDGE, this line item will appear as “Customer

Experience – Extensive Education”

o In WFE, a popup in the workflow will prompt the user to add the

“Customer Experience – Extensive Education” line item (see

below).

o In FSTP, technicians will need to add the “Customer Experience –

Extensive Education” line item to any job needing a return

dispatch.

o Note: Atlas and FSTP will not provide a prompt for the line item.

Atlas Screenshot WFE Screenshot

If temporary service could not be provided:

• Hold – Natural Disaster Access (Natural Disaster/ Pandemic-Related End User Access Issues)

RESIDENTIAL INSTALLATIONS: Safety is our number one priority. Our goal is to provide essential communication and

entertainment services to the customer, while ensuring our safety.

Perform installation work without entering the customer’s home or coming into close contact with the customer:

• During the pre-call (if the customer has answer “yes” to any of the COVID-19 exposure questions), to limit exposure, please ask the customer to open all garages/gates on the outside to communications equipment, like the NID, or any other areas you may need to access. Have the customer download SHM and complete registration if they haven’t done so already. The customer may need assistance virtually to complete registration.

o If pre-call is unsuccessful, establish customer contact on site by knocking on the

customer’s door and maintain 6 feet of distance.

• Do not enter the customer’s home for any work needed.

• For POTS: Complete all outside work up to the home as required; have the customer test all jacks to see if the inside wiring is connected properly. If the line works, complete the job as normal. If needed, provide a temporary inside wire/jack that the customer can retrieve from the window/garage to establish service. In this case, continue to JEP the job to complete work at a later date.

• For Copper IP Internet: Complete all outside work up to the home as required. If an AB Jack is present and it can be found, have the customer plug in the RG. If the Customer has requested VOIP service, have the customer verify dial tone at the VOICE jack. If no AB Jack is present, ask the customer if they are okay with a temporary install on the outside of the house. If they agree, do a complete install with all of the equipment on the outside of the house with enough slack to pass all equipment into the home via window/garage or other opening. Jep the job to return at a later date for normal install with detailed notes about what was completed. o Please note: The technician is not expected to perform a Wi-Fi Assessment on an

Installation if they cannot enter the home.

• For FTI (Full Tech Install) Fiber IP Internet with a pre-existing ONT: Have the customer locate the ONT at the media wall or Central Wiring Panel. Have the customer validate the power is on. If yes, run LSBBT and ensure the ONT is activated. If successful, identify where to leave the RG outside for them to collect to avoid contact. If needed, virtually walk the customer through connecting the RG. o Please note: The technician is not expected to perform a Wi-Fi Assessment on an

Installation if they cannot enter the home.

• For FTI (Full Tech Install) Fiber IP Internet without a pre-existing ONT: Due to the required access needed inside the home to install indoor ONTs, JEP the job.

• For DIRECTV: Complete all outside work as desired by the customer. If coax is already set up to the desired TV/Genie location, give the customer inside equipment (by leaving it at an identified location where they can collect it to avoid contact) and virtually walk them through setup, if possible, to complete job. Otherwise, Hold the job to return at a later date when it is safe to complete the job.

• For U-verse TV: Complete all copper IP outside work as desired by the customer. If ethernet is already set up to the desired TV/DVR location, give the customer inside equipment (by leaving it at an identified location where they can collect it to avoid

contact) and virtually walk them through setup, if possible, to complete job. Otherwise, jep the job to return at a later date when it is safe to complete the job.

• For AT&T TV Technician-Assisted Setup: Walk the customer virtually through the setup for AT&T TV.

• For all installs, do as much work as possible. If able to verify services are working without any temporary installation measures, complete the job as normal.

If any temporary setup occurred, or work cannot be completed, Jep the job using the codes below and provide detailed notes about the work performed. Updated - Legacy AT&T Technicians on IP install should use the following Jep codes:

If temporary service was provided

U47 UVI ARRIVED AFTER APPT WINDOW, UNABLE TO

COMPLETE THE JOB

• As of 4/16/20, U47 will appear in Atlas as “OUTSIDE WORK

COMPLETED/REQUIRES RETURN DISPATCH”

If temporary service could not be provided

E01 NDE NATURAL DISASTER RELATED TO END USER –

INSTALLATION

Updated - Legacy AT&T Technicians on POTS install should use the following Jep code:

• Note: NDE should only be used on a POTS Install if no service

could be established.

E01 NDE NATURAL DISASTER RELATED TO END USER –

INSTALLATION

• If a return dispatch is needed for a POTS Install, provide the following number to the customer to schedule a time to complete the setup when safe to do so: 800-288-2020

Updated - Legacy DIRECTV/Fixed Wireless technicians should use the following:

If temporary service was provided:

• Prior to work order closure, a specific line item will need to be added to

track these jobs needing a return dispatch.

o In Atlas, select the “COVID Extensive Education” line item, found

by selecting “Edit” on the “Labor” section (see below).

▪ Note: In EDGE, this line item will appear as “Customer

Experience – Extensive Education”

o In WFE, a popup in the workflow will prompt the user to add the

“Customer Experience – Extensive Education” line item (see

below).

o In FSTP, technicians will need to add the “Customer Experience –

Extensive Education” line item to any job needing a return

dispatch.

o Note: Atlas and FSTP will not provide a prompt for the line item.

Atlas Screenshot WFE Screenshot

If temporary service could not be provided:

• Hold – Natural Disaster Access (Natural Disaster/ Pandemic-Related End User Access Issues)

HYGIENE REMINDERS:

As a reminder, please review the Personal Hygiene and Personal Safety document, and keep in mind:

• Wash your hands often and thoroughly. Be sure to count to 20. • Avoid touching your eyes, nose, and mouth. • Disinfect your workspace daily. Don’t forget your phone. • Take care of yourself by eating well, staying hydrated and resting.

• If you start to feel sick, prepare to stay home to not pass it on. • If you believe you or someone around you has been exposed to the coronavirus, please

call your manager to inform them of the possible exposure. To reduce possible exposure to others, DO NOT GO TO THE OFFICE, this contact should be made by phone or email and not in person

AT&T Proprietary (Internal Use Only)

Not for use or disclosure outside the AT&T companies except under written agreement

AT&T Benefits Labor Support HR Labor Notice

Page 1 of 2

Last updated: 4/13/2020

04/13/2020

Subject: Families First Coronavirus Response Act and Coronavirus Aid, Relief, and Economic Security (CARES) Act Questions about this e-mail may be directed to the following: Kaci Flowers at 469-601-8898 Audience: Labor Relations: All Regions Purpose: To communicate information related to the upcoming changes to Health and Welfare programs and Savings Plans in response to the COVID-19 crisis and related laws and regulations. Why/Rationale: The Families First Coronavirus Response Act and the CARES Act were recently passed by Congress in response to the COVID-19 crisis. This legislation includes requirements concerning how group health plans such as the AT&T sponsored plans cover COVID-19 testing and related services. The CARES Act also provides for special rules for use of retirement funds. Complying with these requirements will result in a need to amend plan documents and SPDs to reflect the changes. Details: Health and Welfare Programs

Participants will receive a Summary of Material Modifications (SMM) that provides changes to health and welfare programs in response to the COVID-19 crisis and that are required as a result of recent legislation. This legislation includes requirements concerning how group health plans such as the AT&T sponsored plans cover COVID-19 testing and related services. In addition, the Company is voluntarily updating additional provisions in response to COVID-19, such as covering treatment of the disease at 100%.

Savings Plans

A separate SMM will address changes to the AT&T savings plans to allow for tax favored coronavirus related distributions up to $100,000. A coronavirus related distribution is any distribution from an eligible retirement plan between January 1, 2020 and December 31, 2020 to an individual: (1) who is diagnosed with the virus SARS-CoV-2 or with COVID-19 by a CDC approved

test (2) whose spouse or dependent is diagnosed with such virus or disease by such a test, or (3) who experiences adverse financial consequences as a result of being quarantined,

furloughed, laid off, having work hours reduced, being unable to work due to lack of child care due to such virus or disease.

The CARES Act includes a number of retirement plan provisions which are being assessed and may result in additional relief to participants.

AT&T Benefits Labor Support HR Labor Notice

Page 2 of 2

Last updated: 4/13/2020

Details of the provisions that will be updated are still being confirmed and the SMMs will be distributed as soon as they are finalized. Action Required: Informational only.

April 7, 2020 Customer Care Team, You’ve heard this multiple times, but we will never tire of saying it. THANK YOU for doing your part in helping our customers and our communities stay connected throughout this crisis. You may have seen recent communication regarding company provided face coverings from Jeff McElfresh, CEO of AT&T Communications. I wanted to expand on that and share what we’re doing to help ensure your safety remains a top priority. The CDC recently released new guidance on the voluntary use of non-medical grade cloth face coverings. In light of this, we are working to provide reusable face coverings for all employees in our call centers. It’s important to note that the face cover is not a substitute for social distancing. They are intended to be an additional step in our preventative precautions against COVID-19. They should not be worn while taking calls as we continue our social distancing in the office, but can be used during breaks, lunch, etc. If you do opt to use a face cover, you are welcome to use your own. You do not have to wait nor use the one provided by AT&T when distributed. As a reminder, if you are feeling sick, do not report to work and contact your healthcare provider immediately. And in your personal time, please follow applicable guidelines to limit your public interactions. If you are working from home, please continue to do so. We ask that you do not come to a building to procure a face mask, as these supplies are being allocated to our employees who are continuing to work onsite. Thank you for doing your part in limiting exposure while maintaining high levels of productivity!

Additional Information & Resources:

• Guidelines from CDC on facemasks: https://www.cdc.gov/coronavirus/2019-ncov/prevent-getting-sick/diy-cloth-face-coverings.html

• Daily Life and Coping: https://www.cdc.gov/coronavirus/2019-ncov/daily-life-coping/managing-stress-anxiety.html

Thank you for your commitment as we navigate these uncertain times. Please continue to stay safe and take care of yourselves and those around you. Sincerely,

Jody Garcia VP - Customer Care

From: Jeff McElfresh - AT&T Communications <g13049@att.com> Date: April 6, 2020 at 11:48:51 AM CDT Subject: An update on our path forward Reply-To: <g13049@att.com>

An update on our path forward

To: All AT&T Communications employees

As we begin another week navigating the changing course of COVID-19, I wanted to take a moment to update you on the CDC's latest guidance on face coverings and other developments. But first, let me express my gratitude. The work you are doing is a bright spot in the dark shadows cast by this pandemic. "Thank you" barely touches the surface, but I'm saying it anyway. Our teams on the front lines in the United States and abroad are showing the world what it means to "Be There" for our customers, and the stories pouring in on how you are helping each other and our communities continue to inspire. Continuing to connect and serve Just last week, we activated hundreds of Wi-Fi hotspots for first responders in America's hardest hit areas. Those are being used at critical pop-up testing facilities and command centers. We were also there to run a fiber connection to the U.S. Navy hospital ship Mercy when it docked in Los Angeles. Our crew got that facility up and running in just hours. The work you are doing is essential to our society at large. It's also deeply meaningful on a personal level. At any given moment, doctors and nurses, first responders, businesses and families are all looking to us for help. In these trying times, even small gestures make a huge impact. Staying safe Your safety remains our #1 priority. In that regard, I know you have questions about face coverings. The CDC just released new guidance on the voluntary use of non-medical grade cloth face coverings. This is not a requirement, but you're welcome to wear them.We've ordered washable face coverings for our frontline employees in the U.S. with more on the way within the next 7-10 days. Please feel free to use your own when company-provided face coverings are not available. Some customers may feel more secure if our technicians wear face masks. If they ask, please honor their request. And if you need help obtaining a face covering, contact your supervisor. In addition to the new CDC guidance, please know that our strict safety guidelines are also still in effect:

Maintaining social distancing

Asking pre-screening questions before entering a customer's location

Increased cleanings at workstations and retail locations

Curbside retail service with low-touch interactions when possible

Necessary supplies to keep your hands and work areas clean throughout the day

I'd also like to thank all of you who continue important work from home, limiting exposure and finding new ways to keep productivity high.

Sharing our stories Our colleagues at CNN have been in the field, highlighting your incredible, selfless work — and the heroic healthcare workers and others you are serving. This is a great example of acting as one, unified AT&T. We thank CNN for capturing footage and turning it into new TV ads like this one. I also want to keep sharing inspiring stories coming from our teams — like the work you're doing to support healthcare workers and medical personnel across the country. I welcome you to continue the conversation with your questions or comments on AT&T Insider. Please continue to stay safe and look out for one another. You've stepped up to challenges that will only grow tougher as this crisis unfolds. But thanks to your ongoing commitment, our customers and communities will remember how we came through during this time.

Jeff McElfresh CEO, AT&T Communications

Our customers still need us.

To: AT&T Field Operations Field Operations colleagues, During the past few weeks, we’ve received hundreds of emails from grateful customers who, because of you, have a lifeline from their homes and businesses to the world. When they describe you, they use words like “courteous,” “professional,” lifesaving,” and “hero.” Our customers need us more than ever right now – and they are so appreciative. Our work isn’t over. They still need us. And they will need us for the foreseeable future, as our country continues to face a tremendous challenge. You serve on the front lines and your safety is always our #1 priority. CONTINUE SAFETY BEST PRACTICES The key to keeping yourself and our customers safe is by following our established practices. Continue asking pre-screening questions before entering a customer’s home or business, maintain appropriate social distancing and practice frequent handwashing. If you are unsure of any processes, if you don’t have the proper handwashing supplies, or if you believe that a situation is unsafe – please, speak up. The decision to enter or not enter a customer’s home or business ultimately resides with you, the technician. Based upon observed concerns, technicians who believe that it is not safe to enter should contact their manager. Your manager is committed to supporting you. UPDATED FACE COVERING GUIDANCE As CDC guidance evolves, we’ll follow it. Recently, they released new guidance on voluntary use of non-medical grade cloth face coverings in situations where social distancing is difficult to maintain. While this updated guidance does not require us to wear face coverings when working, you are welcome to wear your own. We’re working with our partners to secure additional company-provided face coverings for our front-line teams. Please review the CDC guidelines for the use and care of cloth face coverings. We also understand the CDC’s guidance may prompt an increase in customer requests for technicians to wear a face covering. Let’s live the CODE by caring for our customers and

honoring their request. If you need help obtaining a face covering, please contact your manager. The work that you do is more than important – it’s essential. Our customers describe you as heroes for a reason. You bring them security and peace during a difficult time. We are committed to keeping you safe as you continue to show up for our communities and our country. Thank you for “Being There.” Stay safe,

Jenifer Robertson EVP AT&T Field Operations

Juan Flores

SVP Field Ops - East

Keith Korte

SVP Field Ops - West

CS316353B 04/04/2020, 12:22 PM

How to Wear Cloth Face CoveringsCloth face coverings should—

• fit snugly but comfortably against the side of the face

• be secured with ties or ear loops

• include multiple layers of fabric

• allow for breathing without restriction

• be able to be laundered and machine dried without damage or change to shape

CDC on Homemade Cloth Face CoveringsCDC recommends wearing cloth face coverings in public settings where other social distancing measures are difficult to maintain (e.g., grocery stores and pharmacies), especially in areas of significant community-based transmission.

CDC also advises the use of simple cloth face coverings to slow the spread of the virus and help people who may have the virus and do not know it from transmitting it to others. Cloth face coverings fashioned from household items or made at home from common materials at low cost can be used as an additional, voluntary public health measure.

Cloth face coverings should not be placed on young children under age 2, anyone who has trouble breathing, or is unconscious, incapacitated or otherwise unable to remove the cloth face covering without assistance.

The cloth face coverings recommended are not surgical masks or N-95 respirators. Those are critical supplies that must continue to be reserved for healthcare workers and other medical first responders, as recommended by current CDC guidance.

Should cloth face coverings be washed or otherwise cleaned regularly? How regularly?Yes. They should be routinely washed depending on the frequency of use.

How does one safely sterilize/clean a cloth face covering?A washing machine should suffice in properly washing a cloth face covering.

How does one safely remove a used cloth face covering?Individuals should be careful not to touch their eyes, nose, and mouth when removing their cloth face covering and wash hands immediately after removing.

Use of Cloth Face Coverings to Help Slow the Spread of COVID-19

cdc.gov/coronavirus

Sewn Cloth Face CoveringMaterials

• Two 10”x6” rectangles of cotton fabric• Two 6” pieces of elastic

(or rubber bands, string, cloth strips, or hair ties)

• Needle and thread (or bobby pin)• Scissors• Sewing machine

3. Run a 6-inch length of 1/8-inch wide elastic through the wider hem on each side of the cloth face covering. These will be the ear loops. Use a large needle or a bobby pin to thread it through. Tie the ends tight. Don’t have elastic? Use hair ties or elastic head bands. If you only have string, you can make the ties longer and tie the cloth face covering behind your head.

4. Gently pull on the elastic so that the knots are tucked inside the hem. Gather the sides of the cloth face covering on the elastic and adjust so the cloth face covering fits your face. Then securely stitch the elastic in place to keep it from slipping.

Tutorial

1. Cut out two 10-by-6-inch rectangles of cotton fabric. Use tightly woven cotton, such as quilting fabric or cotton sheets. T-shirt fabric will work in a pinch. Stack the two rectangles; you will sew the cloth face covering as if it was a single piece of fabric.

2. Fold over the long sides ¼ inch and hem. Then fold the double layer of fabric over ½ inch along the short sides and stitch down.

10 inches

thread through

tuck in knot

6 inches

fold

fold

knot

fold

fold

stitch1/4 inch

1/4 inch

1/2 inch 1/2 inch

stitch

stitch

stitch

stitch

stitch

Quick Cut T-shirt Cloth Face Covering (no sew method)Materials

• T-shirt• Scissors

Tutorial

Bandana Cloth Face Covering (no sew method)Materials

• Bandana (or square cotton cloth approximately 20”x20”)• Coffee filter

• Rubber bands (or hair ties)• Scissors (if you are cutting your own cloth)

Tutorial

1.

1.

4.

2.

5.

3.

6. 7.

2. 3.

cut coffee filter

7–8 inches

6–7 inches

cut out

cut tie strings

Tie strings around neck, then over top of head.

Place rubber bands or hair ties about 6 inches apart.

Fold side to the middle and tuck.

Fold filter in center of folded bandana.

Fold top down. Fold bottom up.

Important Update: Paid Time Off related to COVID-19

To: Select employees and their supervisors

We are excited to welcome you back to work! These are extraordinary times and your

contributions will make a difference to our customers. Based on the request you submitted,

your time off related to COVID-19 is ending soon.

We care about the health of our employees and customers -- that’s why we want you to take

the steps below.

• Contact your supervisor to coordinate your return to work (this might now include the

option to work from home and/or a bonus).

• If you have any symptoms such as fever, cough or shortness of breath, please

immediately seek medical assistance and follow their guidance before you return to

work.

If you are an employee who has self-identified as higher risk and are not able to secure

clearance from a medical provider to return to work , click here.

• Additional time off options are available here. If you are not at work, click here to

access HR OneStop (you will need your global logon).

Thank you. Your service to our company and our customers is appreciated.

*Note: additional dates or new requests submitted after Month DD, YYYY were not

considered for this letter.

A Message for CWA-Represented AT&T Technicians from your Union

From the onset of the coronavirus pandemic, CWA and AT&T have been working together to ensure new, pro-active health and safety policies are issued

and properly implemented to protect employees against the virus. The collaborative approach to try and stay ahead of the pandemic has become a model for other companies. It has been understood that these policies would

have to be adjusted in response to changing conditions, as the ground would invariably shift beneath us with COVID-19 infections spreading across the country. We are once again being proactive and adjusting as the situation

evolves.

In the early days of the U.S. outbreak, AT&T developed an alternate dispatch plan, whereby technicians ask customers a series of questions to determine the possibility of infection before entering the home. Those questions included

whether anyone in the home is sick or whether anyone in the home traveled to a Level 3 country. If the customer answered yes to any of these questions, the

alternate dispatch plan directed that the work be performed outside of the home, with the technician virtually walking the customer through any inside work or otherwise scheduling the inside work for a later date.

In recent days, the ground has shifted. Conditions have worsened in many areas of the country. As a result, the alternate dispatch questions have

been broadened to ask customers if they have had any exposure to COVID-19, regardless of where they may have traveled, international or domestic. We

understand from the CDC that asymptomatic carriers may spread the disease and an infected person may be contagious days before she shows symptoms. For this reason, AT&T’s customer contact questions have been revised to

establish social distancing expectations with the customer upfront. As always, technicians should continue to keep their hands clean throughout the day. Copies of these processes are attached.

Most importantly, due to the community spread of the virus, especially in

certain areas, we continue to recommend that, if a technician has reason to believe a home is not safe regardless of the answers to the alternate dispatch questions, they should not enter the home. During the current

outbreak levels, the technician should treat each home as if it has the contagion. Follow the customer contact guidelines to determine whether

conditions are high risk or not. But remember, the decision to enter or not enter a home ultimately resides with the technician. Based upon observed concerns, technicians who believe that it is not safe to enter a home

should contact their supervisor and do all they can to ensure the job is completed, but do so outside the home, using the alternate dispatch process that AT&T has already developed for when the customer answers yes to any of

the COVID-19 exposure questions. If you encounter issues with your

supervisor upon exercising this decision, contact your shop steward for assistance.

We will continue working with AT&T to ensure additional safety measures as

conditions change. We recognize that the best-intended policies may not always be implemented properly on the ground. Stay in touch with your stewards and local leaders to bring those issues to our attention.

We will update this document, as needed.

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COVID-19 FAQ 4 2 2020

COVID-19: Frequently Asked Questions As of April 2, 2020

• Health and Safety

• Human Resources

• Work from Home Guidelines

• Travel

• Vendors

• Resources

• Other

HEALTH & SAFETY

I experienced symptoms and have been tested for COVID-19. What should I do? We are committed to protecting employees’ confidentiality, so please ONLY notify your supervisor if you believe you’ve contracted COVID-19 or have a positive test from your health care provider. Your supervisor will engage Environmental Health and Safety to assess next steps. My city (or state) is instituting a “shelter in place” order. What should I do? As the situation continues to evolve, some states – for example, California or Illinois – may require everyone in a specific area to shelter in place, except for certain essential activities. Our work is deemed essential to the infrastructure of people’s lives under these orders. Here’s how you can support these efforts:

o Employees in mission critical roles that require onsite presence should exercise increase caution and report to work as scheduled. We are responding to this crisis with the best AT&T has to offer – thank you for leading our efforts from the frontlines.

o If you are in a role that can be done from home, please continue to do so. Stay engaged with your teams to provide the best support system for our frontline colleagues. We need each other.

Regardless of your role or responsibility, we must all continue to observe official guidelines including social distancing (maintaining a 6-foot distance from others), washing hands frequently and following all good health hygiene practices to the extent possible. I’m in a state or region with an active “shelter in place” – but my role is deemed essential. Am I allowed to commute to work? Work for essential activities are permitted under the Shelter at Home Orders. If for any reason you are stopped by city officials present your company badge, indicate that you are essential and are on your way to or from work.

We will update this document, as needed.

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COVID-19 FAQ 4 2 2020

What are we doing to support our retail store employees? We are closing additional AT&T stores across the nation, significantly reducing our retail footprint to a minimum number of locations required to serve first responders, healthcare workers, government users and our customers. Where possible, we will keep at least one retail location open within a 20-mile radius in urban and suburban areas, and just over a 30-mile radius in rural areas. Also, we are limiting the number of customers allowed in our stores at the same time to ensure proper social distancing. Stores will continue operating with reduced hours from 11 a.m. to 7 p.m. local time and all stores will be closed on Sundays. The health and well-being of our employees is our top priority. We’re ensuring that all of our front-line employees have the necessary supplies to keep their hands and work areas clean throughout the day. To locate a retail store that will remain open to serve your area, please visit our store tracker at www.att.com/stores. What are we doing to support our call center employees? Our call center capacity has declined because of the leave accommodations we have made for our parents of school children and higher-risk employees. Reduced capacity in our call centers is pressuring our ability to service and support our customers. As a result, we’re taking the following steps:

• Loading new interactive voice messages (IVRs) that encourage customers to take advantage of our self-help online tools at att.com.

• Adjusting call center staffing levels and shifts to ensure proper social distancing. This may result in longer hold times for service.

• And just like in retail, we’re taking actions to prioritize service issues — optimizing the handling of calls, whether inbound or outbound, and balancing capacity across all functions.

What are we doing to support our field tech employees? Our field technicians play a critical role in the installation and repair of our services for millions of businesses and consumers. While their mission is essential to keep our customers connected, we also recognize that there is a balance between providing service and keeping our technicians safe. To accomplish that balance, we’re providing them with new policies and procedures, so they feel comfortable serving customers at their businesses and in their homes, while delivering on our commitment to service. We’re also doing triage on the work we ask our field techs to perform, prioritizing their work as follows:

• Our first priority is repair of the network and the services we provide to customers.

• Second is broadband installs for health care providers, first responders, government and other essential business and service providers like grocery stores and financial services. We will work other installations as resources allow.

• Our third priority will be installs for pay TV services. I have visitors scheduled to come into our building. Is that okay?

We will update this document, as needed.

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COVID-19 FAQ 4 2 2020

We discourage personal visitors to our work locations until further notice. And meet with vendors virtually, whenever possible.

What will we do to clean locations where there is suspected or confirmed exposure? We’re following international cleaning protocols established by the CDC and the World Health Organization. Corporate Real Estate is monitoring for evolving requirements in collaboration with in-country partners. In case of a confirmed case of COVID-19 in an AT&T office, Corporate Real Estate is prepared to activate further preventative measures and engage professional vendors to disinfect exposed areas. What are we doing in offices to help prevent the spread of germs? AT&T office locations in impacted regions are providing employees with additional hand sanitizer and antiseptic wipes. Additionally, all AT&T office locations continue to engage in daily cleaning practices, including providing the appropriate supplies. How can I help prevent the spread of COVID-19? All employees are encouraged to practice every day preventative actions which can be effective at helping prevent the spread of not only the coronavirus, but also the flu and colds. The CDC has a comprehensive list of actions you can take every day to keep the spread of any virus at bay, such as:

• Wash your hands often and thoroughly – be sure to count to 20.

• Avoid touching your eyes, nose and mouth.

• Disinfect your work space daily with normal disinfectants. Remember your phone, headset and computer accessories.

• Also, take care of yourself by eating well, staying hydrated and resting.

• Lastly, please help dispel rumors, which could cause unnecessary alarm. If you’re sick, contact your medical provider immediately. Contact your supervisor as well to make alternative work arrangements before reporting to work. If you believe you may have been exposed to COVID-19, contact your medical provider first and notify your supervisor, who will engage AT&T Environment, Health & Safety. Does AT&T intend to distribute masks and other personal protection equipment to us? We will not distribute masks to the general employee population, at this point. Right now, the CDC only recommends the use of masks for people who have been diagnosed with COVID-19 – and for health workers or people caring for them. If you’re sick, contact your medical provider first and your supervisor to make the necessary work arrangements prior to reporting to work. We are also monitoring the situation and are prepared to follow CDC guidelines for personal protective equipment. We are following our business continuity plan for communicable diseases and will activate business unit resources and efforts if additional protective measures are required.

We will update this document, as needed.

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COVID-19 FAQ 4 2 2020

I heard that thermometers are being used to check people’s temperatures at some airports and businesses. Will AT&T do this? The health and safety of our employees are most important. At this time, the CDC does not recommend employers check employees’ temperature, and we do not intend to do so at this time. We will monitor the situation and follow CDC guidelines for health checks at AT&T locations, if needed. My state just declared an emergency for COVID-19. What does that mean? State governors may declare an emergency when they believe an emergency situation is imminent and may require state or federal aid for local efforts. It makes it easier for local entities to receive support when needed – even when the situation is not yet an emergency.

HUMAN RESOURCES

I hear that some employees are working from home. May I work from home? Beginning Monday, March 16, if you’re in a job that can be done from home, you should do that until further notice.

• If your job requirements make it so you cannot work from home, you should continue to work in your primary work location and make every effort to reduce your proximity to others.

• If you do need to work onsite, your supervisors may work with you to stagger your arrival time – that way we can reduce the number of employees arriving at any one time at any given site.

Will AT&T buildings open during this time? Even though our work locations remain open, as an extra precaution, we are closing some of our on-site cafeterias and fitness centers. We’re also increasing the cleaning of our work sites and are working to provide you with additional cleaning supplies. I’m concerned about my health and want to avoid exposure. How do I make alternative work arrangements? We are addressing potential risks and situation on a case-by-case basis. Please contact your supervisor and HR business partner if you have any concerns.

I’m concerned that I may be at a higher risk of contracting COVID-19. What can I do? What we know about the virus will continue to change. At this point, experts tell us that certain individuals may be at higher risk. For those of you who are 65+ years of age or have heart disease, lung disease, diabetes, obesity, or cancer and cannot work from home, you may take up to 160 consecutive hours (4 weeks) of excused, paid leave. You may submit a request here or contact HR. My child’s school/daycare has closed due to the COVID-19. What can I do? We know that schools and daycares are closing, and some of you are having to make alternative work arrangements – or even to miss work – to care for your children. Consistent with local laws, we are providing limited, excused paid time off for parents and legal guardians who need to take time off if a school or daycare closes. In order to qualify, please complete this form.

We will update this document, as needed.

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COVID-19 FAQ 4 2 2020

If both my spouse/partner and I work for AT&T, can we both request a leave for a school closure related to COVID-19? Only one submission per household will be considered. What can I do if I need to self-quarantine? Call your supervisor to discuss options. We are providing limited, excused paid time off for anyone who may need to self-quarantine (and cannot work from home) because they are exhibiting COVID-19 symptoms, have tested positive for COVID-19, have been exposed to someone who has, or have recently returned from a high-risk country. Learn more here. (UPDATED) I’ve been exposed to the virus, when can I come back to work? We are addressing potential risks and situations on a case-by-case basis. If you may have been exposed to COVID-19, please contact your medical provider immediately – and notify your supervisor, who will engage AT&T Environment, Health & Safety.

Supervisors: If an employee may have been exposed to COVID-19 and is presenting flu-like symptoms, please notify your HR contact and call the Environment, Health & Safety Organization (EH&S) at 800-566-9347.

Before returning to work, please ensure the following CDC guidelines:

• You have had no fever for at least 72 hours (that is three full days of no fever without the use medicine that reduces fevers), AND

• Other symptoms have improved (for example, when your cough or shortness of breath have improved), AND

• At least 7 days have passed since your symptoms first appeared.

Will insurance pay for me to get tested if I think I’ve been exposed? Check with your medical insurance provider. If you are enrolled in AT&T medical coverage, testing will be covered 100% by your medical insurance provider as preventive services. (NEW) I need to postpone, or I was unable to hold my service milestone or retirement event because of COVID-19/social distancing. Can I hold it outside of the 180-day time frame? Yes. As of now, we’re providing a one-time extension to the six-month (180 day) time frame for service milestone and retirement events and giving you an additional 60 days to hold your event. The extension is applicable for events that were planned on or after March 15. If the employees original 180 days ended before March 15th, the extension would not be applicable. Please indicate in the expense report that the event was held beyond the 180 days due to COVID-19. (NEW) I’m a management employee who carried over time from 2019 that I needed to use by 3/31 under the policy. Can I get an extension to use the time because of COVID-19? Unfortunately, no. Any time you carried over from 2019 as part of the carryover or capping process in the Paid Time Off Policy must be used by March 31. (NEW) I’m taking spring courses. Will I have additional time to submit my course completion work?

We will update this document, as needed.

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COVID-19 FAQ 4 2 2020

Yes. If you’re courses completed on or after March 1, you’ll have additional time to submit your course completion paperwork if getting it from your college/university is delayed due to COVID-19. These requests will be reviewed on a case-by-case basis. Your application will be denied by the system if you submit your paperwork outside of the 60-day timeframe. When you receive your denial, appeal to Tuition Aid Operations with COVID-19 as the reason your paperwork was not available to submit in time. (NEW) I’m working at home instead of my usual AT&T location. Do I need to change my location for tax purposes? Yes. Please remember to follow tax reporting guidelines when working outside your normal work location. More information can be found here. (NEW) Can I submit for time off from my personal device or from my home computer? Yes, visit access.att.com and navigate to the COVID-19 tile after you have logged in with your global logon.

Working from home

I hear that some employees are working from home. May I work from home? Beginning Monday, March 16, if you’re in a job that can be done from home, you should do that until further notice.

• If your job requirements make it so you cannot work from home, you should continue to work in your primary work location and make every effort to reduce your proximity to others.

• If you do need to work onsite, your supervisors may work with you to stagger your arrival time – that way we can reduce the number of employees arriving at any one time at any given site.

Bargained employees are not currently eligible to work from home, however based on feedback we have received, we are exploring remote work arrangements for employees where their job duties may allow for it. We will also continue to take all the necessary steps to support you, your families, our customers and our communities. If you have additional questions, please contact your supervisor or human resources business partner. Will AT&T be open during this time? Even though our work locations remain open, as an extra precaution, we are closing some of our on-site cafeterias and fitness centers. We’re also increasing the cleaning of our work sites and are working to provide you with additional cleaning supplies. Based on the guidelines announced on March 12, 2020, when can I start working from home? Beginning Monday, March 16, if you’re in a job that can be done from home, you should do that until further notice. If your job requirements make it so you cannot work from home, you should continue to work in your primary work location and make every effort to reduce your proximity to others.

We will update this document, as needed.

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COVID-19 FAQ 4 2 2020

How can I prepare to work from home? Here are best practices and resources to help you prepare to work from home. Always remember our company’s guidelines to protect proprietary and confidential information. Based on the guidelines announced on March 12, 2020, how long should I plan to work from home? There’s no way to know how long you may need to work from home. We will prepare for our teams to return to the office once it’s safe to do so. We will share more information, as it’s available. Am I supposed to work from home? Or can I work from another remote location? We decided to institute work-from-home guidelines to protect our employees from exposure to the coronavirus (COVID-19). Please plan to work from home. If you need to work remotely – outside of your home – please take the necessary steps to prevent the spread of the virus. Do I need to stay in my primary city? This temporary work-from-home policy is designed to protect our employees. If you need to work remotely – outside of your home – please prepare to return to work on short notice. And, take the necessary steps to prevent the spread of the virus. (NEW) I’m working at home instead of my usual AT&T location. Do I need to change my location

for tax purposes? Yes. Please remember to follow tax reporting guidelines when working outside your normal work

location. More information can be found here. I was planning to be on vacation. May I still take time off? Please submit your vacation dates to your supervisor, as usual. Visit with your supervisor about having a backup while you’re on vacation. Also, exercise increased caution for any personal travel plans. Take the appropriate preventative measures to care for your health and safety. And stay current with the list of high-risk Level 3 regions – according to the Centers for Disease Control – where non-essential travel is highly discouraged. Will offices open during this time? AT&T locations will remain open for employees who need to work onsite for essential activities. I’m in a role where I can work from home. But I prefer to work in the office. May I? To support ongoing preventative measures, please avoid coming into the office unless it’s mission critical. If your supervisor agrees you need to be in the office, please take the necessary preventative measures to limit the spread of the virus – including practicing social distancing. My team needs to work in the office. Can we host a meeting? If your team needs to meet for mission-critical collaboration, please limit the group to 5 people. And practice social distancing whenever possible – staying 6 feet away from others. With these new guidelines, do I need to be online during normal work hours?

We will update this document, as needed.

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COVID-19 FAQ 4 2 2020

While the expectation is that employees will available and online during normal work hours, we understand that these extraordinary circumstances may require employees to prioritize the health and safety of their families. Please visit with your supervisor if you need to make alternative arrangements. I’m in the middle of a lease roll. What should I do? Desktop support, including the IQ bars in the U.S., will remain open to help our teams. Please contact IT services for additional information: 1-877-448-6767. I’m having issues with my VPN. Click here for help if you encounter VPN issues.

• Access troubleshooting

• Frequently asked questions on VPN access

TRAVEL

Which regions are at high-risk for COVID-19? High-risk regions are defined by the CDC as Level 3. These include China, South Korea, Iran and Europe – as of March 12, 2020. What’s a common carrier for travel? Airplanes, buses, cruise ships, and trains are considered common carriers. I was planning to travel for work, should I still go? We’re suspending all international travel (continent-to-continent) until further notice. Senior officers reporting to the Chairman may approve exceptions for mission critical – non-deferrable – travel. No exceptions will be granted for travel to/from high-risk regions (currently China, South Korea, Iran and Europe) defined by the U.S. Center for Disease Control (CDC) as Level 3. Additionally, all business travel is strongly discouraged and must be pre-approved by a business unit officer (Level 6). Are there increased approvals for work travel? We’re suspending all international (continent-to-continent) travel until further notice. Senior officers reporting to the Chairman may approve exceptions for mission critical – non-deferrable – travel. No exceptions will be granted for travel to/from high-risk regions (currently China, South Korea, Iran and Europe) defined by the U.S. Center for Disease Control (CDC) as Level 3. Additionally, all business travel is strongly discouraged and must be pre-approved by a business unit officer (Level 6).

We will update this document, as needed.

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COVID-19 FAQ 4 2 2020

How do I ask for a pre-approval or exception to travel? Senior officers reporting to the Chairman may approve exceptions for mission critical – non-deferrable – continent-to-continent international travel. In-country and intra-continental business travel requests on common carriers must be pre-approved by a business unit officer. I’ve already received approval for pending travel. Do I need to seek reapproval? Yes, all pending, mission critical travel should be reviewed and approved under this new travel policy. I had a business trip booked and someone has already cancelled it. What do I do next? Make the necessary arrangements to reschedule business meetings virtually, if applicable. You will be required to complete an expense report – even for canceled travel. We understand some of these expenses are non-refundable. When submitting your expense report after a cancelation, please make the following note: Travel canceled following a corporate directive. I’m scheduled to attend a conference or convention. Can I still go? It depends on the location and scale. New travel guidelines will apply. Please consult with your supervisor. Do I need approval from my business unit officer to commute to work by public local train or bus? No, but please continue to exercise increased caution and take the appropriate preventative measures to care for your health and safety. Do I need approval from my business unit officers to use my own vehicle for business travel? Please consult with your supervisor to determine if an approval is required. I am an employee who works and drives in a company-issued vehicle. Is that restricted travel? Please consult with your supervisor and continue to take the appropriate preventative measures to care for your health and safety. How long will the travel restrictions be in place? At this time, the situation is dynamic and recommendations from local governments and health authorities are changing regularly. Current travel restrictions will remain in place until further notice. As the situation evolves, we may adopt or amend protocols and will keep employees informed as appropriate. What if I am currently traveling on business that is now restricted by the new policy? Employees currently away on business travel are encouraged to return to their primary location as soon as reasonable. Please communicate with your supervisor regarding the timing of your return.

We will update this document, as needed.

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COVID-19 FAQ 4 2 2020

I am scheduled to attend leader-led BCP training. Is that being cancelled due to the travel restrictions in place? Our TU team will provide instructions about scheduled training. What about personal travel plans? For any personal travel plans, please exercise increased caution. Take the appropriate preventative measures to care for your health and safety. And stay current with the CDC’s list of high-risk Level 3 regions where non-essential travel is highly discouraged. If an employee or someone they live with visits an area listed as Level 3 by the CDC, they will be expected to self-quarantine for 14 days upon their return – even if they are not showing symptoms. What should I do if I traveled to a region where there is a known COVID-19 outbreak? Depending on the country of origin, health authorities may provide specific guidelines at the point of entry, including airports or train stations. Please follow the guidance of public health officials and contact your supervisor to engage our AT&T response team for additional guidelines. Consistent with CDC guidelines and out of an abundance of caution, we’re instructing employees who have traveled to severely impacted areas to discuss alternate work arrangements with their supervisors and HR business partners – and expect to quarantine for at least 14 days upon return. As of March 12, these severely impacted areas include: China, South Korea, Iran and Europe. Please work with your supervisor for additional instructions. Based on the complexity of ongoing efforts to prevent the spread of COVID-19, the AT&T response team is closely evaluating each situation directly to ensure consistency with the latest available information. What if I had a layover or stop in a Level 3 country, but didn’t directly travel there or stay there? Consistent with CDC guidelines and out of an abundance of caution, we’re instructing employees who have been to severely impacted areas – regardless of purpose – to discuss alternate work arrangements with their supervisors and HR business partners and expect to self-quarantine for at least 14 days upon return. As of March 12, these severely impacted areas include: China, South Korea, Iran and Europe.

What if I’m quarantined in an area of outbreak? What payroll/attendance implications will there be? Supervisors should reach out to their respective HR business partner – or the HR country manager for international employees. Depending on the situation, HR will provide additional guidelines on alternative work and attendance implications. What if I know or suspect that I or someone with whom I am in close contact, such as a family member, has been potentially exposed to the virus? Inform your supervisor. Supervisors should reach out to their respective HR business partner – or the HR country manager for international employees. Supervisors should also contact AT&T Environment, Health & Safety. Depending on the situation, HR will provide additional guidelines, as well as instructions on alternative work and attendance implications.

We will update this document, as needed.

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COVID-19 FAQ 4 2 2020

I’m an AT&T employee located at a customer site. What should I do? Depending on the country or situation, property management – at AT&T and customer locations – may issue specific instructions. Continue to monitor and follow the guidelines provided by the property managers at customer sites. We ask the same of vendors and contractors working at AT&T buildings.

VENDORS

I have vendors traveling to our offices for a meeting. Do I ask them not to travel? For any meetings with vendors that would normally require travel for the employee or vendor, please participate virtually. We will inform our vendors of this guidance to our employees. Do I need permission from my business unit officer to meet with vendors? Please ensure that your supervisor is aware of any upcoming vendor meetings that may require vendors to travel – and make alternative meeting arrangements whenever possible.

RESOURCES

Where can I find more information about COVID-19? Please visit the CDC website for answers to general frequently asked questions. What are the symptoms for COVID-19? Visit the CDC website for information on COVID-19 symptoms. How do you test for COVID-19? Visit the CDC website for information on COVID-19 diagnosis. How do I ensure I receive timely company updates, as needed? Please make sure your personal and emergency contact information is up to date – and encourage your peers to do the same. Click on the links below to update your information.

• U.S. Employees

• International Employees

OTHER

How can I help support preventative measures?

• Follow social distancing guidelines – at least 6 feet.

• Keep your device clean. Spray a non-abrasive or alcohol-based disinfectant directly on a paper towel and wipe down your device while it is powered down and unplugged.

• Share things like photos through text messages instead of passing your phone around.

We will update this document, as needed.

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COVID-19 FAQ 4 2 2020

• Since devices can collect germs, avoid putting your device on public surfaces and try to use a Bluetooth device or a hands-free headset to minimize the device's exposure to your face.

• Be aware of mild to severe respiratory illness with symptoms of fever, cough and shortness of breath. Call a medical care provider right away.

AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies

except under written agreement 3/30/20

This document is only applicable if the customer answered “no” to all COVID-19 exposure

questions. It is preferable that the exposure questions be asked during the pre-call (prior to

arrival). If you cannot enter the home, or if the customer answered "yes" to any of the COVID-19

exposure questions, then follow the Alternate Dispatch Guidelines.

TO: Field Operations Field Technicians & Managers

Overview

The work process changes below are designed to help you maintain safe social distancing

practices. Please utilize the Technician Social Distancing Script, as it will assist you in

communicating how we plan to respect our customers’ personal space and safety.

Work Process Changes to Maintain Social Distancing

Wi-Fi Assessments

During the COVID-19 event, you are not required to perform any Wi-Fi Assessments.

During the pre-call and during the virtual conversation with the customer on-site, remind the

customer to download Smart Home Manager (SHM) and complete HSIA registration. SMH will

help the customer to manage/troubleshoot their home network.

• If the customer already has SHM downloaded and completed HSIA registration, they

should use the Wi-Fi Test in SHM to test different locations in their home and see if they

could benefit from a Smart Wi-Fi Extender.

• If they could benefit, provide a Smart Wi-Fi Extender and walk the customer through the

setup virtually, as needed; billing for the Smart Wi-Fi Extender still applies.

• Explain that if the customer would like to order Smart Wi-Fi Extenders in the future, they

can always do so through SMH.

AB jacks and homeruns

During the COVID-19 event, the preference is to use exiting wiring where possible. If there is no

existing wiring or wiring cannot conduct continuity, follow normal procedures.

UPDATED! Customer signatures

During the COVID-19 event, we will not hand our mobile devices to customers to obtain their

signature. Please let them know that we won’t be able to capture their signature at this time, but

AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies

except under written agreement 3/30/20

that we can move forward by covering them on the agreements verbally and by entering their

name as verification that they were covered and agreed to the terms.

Please fully cover the agreements verbally with the customer, obtain their verbal agreement to

each of the terms, and ensure they approve of you entering their name in place of their

signature. Atlas has been updated for this new process.

Customer education

During the COVID-19 event, virtually communicate with customers as much as possible (by

using your phone, text, FaceTime, etc.), to help you and our customer determine what work

needs to be accomplished to provide or restore service while maintaining a safe distance.

Technician mobile devices / test equipment

During the COVID-19 event, technician mobile devices and test equipment may be taken home.

Remember that your mobile devices are work tools, so continue to use them for only that

purpose while being mindful of data usage. You are responsible, as always, for the security of

your assigned mobile devices and test equipment. When not in use, they must be secured in a

safe place. OP78 and COBC policies still apply.

NEW! Manager overrides

During the COVID-19 event, Atlas will no longer require a manager override for RG swaps with

initial passing quality, or for billing-eligible work where billing was not applied.

March 30, 2020

© 2020 AT&T Intellectual Property. AT&T, Globe logo, and DIRECTV are registered trademarks and service marks of

AT&T Intellectual Property and/or AT&T affiliated companies. All other marks are the property of their respective owners. AT&T Proprietary (Internal Use Only) Not

for disclosure outside the AT&T companies except under written agreement.

As of: 3/27/2020 AT&T Field Operations

This document is applicable only if the customer answers yes to any of the COVID-19

exposure questions. (It is preferable that the exposure questions be asked

during the pre-call rather than upon arrival.) As always, safety is our number one

priority.

To All U.S. AFO Field Technicians & Managers

Field Operations Specific Guidelines:

Note: Each dispatch is unique. If you are unable to determine how to proceed,

contact your supervisor for further support.

RESIDENTIAL REPAIRS:

Perform repair work without entering the customer’s home or coming into

close contact with the customer:

• Our goal is to restore essential services to the customer.

• During the pre-call (if the customer has answered “yes” to any of the COVID-19

exposure questions), ask the customer if they are completely out of service and talk

with the customer to determine what service issues they are experiencing. To limit

exposure, please ask the customer to open all garages/gates on the outside to

communications equipment, like the NID, or any other areas you may need to access.

o If pre-call is unsuccessful, establish customer contact on site by knocking on

the customer’s door and maintain 6 feet of distance.

• Do not enter the customer’s home for any work needed. Try to troubleshoot with the

customer, if needed, virtually via phone, text/sending pictures, FaceTime, etc. The

customer could share pictures or video of what they are seeing in the home.

March 30, 2020

© 2020 AT&T Intellectual Property. AT&T, Globe logo, and DIRECTV are registered trademarks and service marks of

AT&T Intellectual Property and/or AT&T affiliated companies. All other marks are the property of their respective owners. AT&T Proprietary (Internal Use Only) Not

for disclosure outside the AT&T companies except under written agreement.

As of: 3/27/2020 AT&T Field Operations

• Through the tools available to you and by talking with the customer, try to establish if

the trouble is inside the home or outside.

• If the IP/POTS trouble is outside:

o Proceed with a normal repair, validating service is acceptable to the home and

follow BAU process.

o If problem is resolved, confirm virtually with the customer that their services

are up and running.

• If the line has passing results outside of the customer’s home and the trouble is

isolated to the inside:

o The following guidance can be used to attempt to complete the job:

• For POTS: If possible, provide a temporary inside wire/jack that the

customer can retrieve from the window/garage to establish service.

In this case, continue to JEP the job to complete work at a later date.

• For IP:

• For slow surf or apparent Wi-Fi related issues: Ensure

customer has downloaded the Smart Home Manager app;

if RG speed test is passing, then virtually walk the

customer through using the Smart Home Manager app to

help identify possible coverage issues. If a Wi-Fi Extender

is recommended, and the customer would like to purchase

one, identify where to leave the Extender outside the home

for them to collect to avoid contact. If needed, virtually

walk the customer through configuring the Extender.

• Other inside troubleshooting (e.g., IP no surf/wiring issues,

DIRECTV/AT&T TV issues, etc.): If there is a possibility to

resolve other basic issues by verbally walking the customer through

the process (via phone, FaceTime, etc.), attempt to resolve the repair

virtually by having the customer troubleshoot. E.g., rebooting the

RG, red button reset for DTV, power cycling ONT, etc. If

replacement and/or new CPE is needed, identify where to leave the

CPE outside the home for them to collect to avoid contact. If

needed, virtually walk them through configuration.

March 30, 2020

© 2020 AT&T Intellectual Property. AT&T, Globe logo, and DIRECTV are registered trademarks and service marks of

AT&T Intellectual Property and/or AT&T affiliated companies. All other marks are the property of their respective owners. AT&T Proprietary (Internal Use Only) Not

for disclosure outside the AT&T companies except under written agreement.

As of: 3/27/2020 AT&T Field Operations

• For some SFU/MDU scenarios: You may have to instruct the

customer to go to the Central Wiring Panel (normally in a master

bedroom closet) in order to access the equipment.

• Updated - Registration of new CPE:

o IP RGs & U-verse TV STBs: For swapping CPE, the customer should

already be registered. Verify in LSBBT/BBExpress that G2 sees the new

RG/STB.

o DIRECTV STBs: Get the serial number from the customer of the device that

needs to be replaced. Be sure to pick the device on the work order to be

swapped. Be sure to scan the serial number of the new device before leaving it

outside the home for the customer to collect. Once the customer collects new

device to bring into their home, virtually walk the customer through how to

connect equipment. Do not perform the step to activate the equipment until

you’ve confirmed that the customer has the device physically connected in the

home. The technician will perform registration and activation of device via

the handheld.

• Updated - Do not collect old CPE:

o Do not collect the old CPE from the customer.

o Notes need to be added to the job that you were unable to recover

equipment due to COVID-19.

• Updated - Shipping back CPE (includes all CPE):

o Because the technician will not be able to recover the old CPE, the technician

needs to instruct the customer that when they are healthy and quarantines are

over, they need to take the old CPE to a UPS or Fedex location.

o The customer can simply bring the CPE in to UPS or Fedex (without an

RMA/label) and the equipment will simply be scanned, boxed and labeled for

them to ship back to the RL.

• For all repairs, do as much work as possible without going into the home and

maintaining 6 feet of separation. If able to verify services are working without any

temporary measures, complete the job as normal.

March 30, 2020

© 2020 AT&T Intellectual Property. AT&T, Globe logo, and DIRECTV are registered trademarks and service marks of

AT&T Intellectual Property and/or AT&T affiliated companies. All other marks are the property of their respective owners. AT&T Proprietary (Internal Use Only) Not

for disclosure outside the AT&T companies except under written agreement.

As of: 3/27/2020 AT&T Field Operations

• If any temporary setup occurred, or work cannot be completed, Jep the job using the

codes below and provide detailed notes about the work performed.

Legacy AT&T Technicians should use the following Jep code:

E02 NDE NATURAL DISASTER RELATED TO END USER –

MAINTENANCE

Legacy DIRECTV Technicians should use the following Hold code:

• Hold – Natural Disaster Access (Natural Disaster/ Pandemic-Related End User

Access Issues)

RESIDENTIAL INSTALLATIONS:

Safety is our number one priority. Our goal is to provide essential communication and

entertainment services to the customer, while ensuring our safety.

Perform installation work without entering the customer’s home

or coming into close contact with the customer:

• During the pre-call (if the customer has answer “yes” to any of the 3 COVID-19

exposure questions), to limit exposure, please ask the customer to open all

garages/gates on the outside to communications equipment, like the NID, or any other

areas you may need to access. Have the customer download SHM and complete

registration if they haven’t done so already. The customer may need assistance

virtually to complete registration.

o If pre-call is unsuccessful, establish customer contact on site by knocking on

the customer’s door and maintain 6 feet of distance.

• Do not enter the customer’s home for any work needed.

• For POTS: Complete all outside work up to the home as required; have the customer

test all jacks to see if the inside wiring is connected properly. If the line works,

complete the job as normal. If needed, provide a temporary inside wire/jack that the

March 30, 2020

© 2020 AT&T Intellectual Property. AT&T, Globe logo, and DIRECTV are registered trademarks and service marks of

AT&T Intellectual Property and/or AT&T affiliated companies. All other marks are the property of their respective owners. AT&T Proprietary (Internal Use Only) Not

for disclosure outside the AT&T companies except under written agreement.

As of: 3/27/2020 AT&T Field Operations

customer can retrieve from the window/garage to establish service. In this case,

continue to JEP the job to complete work at a later date.

• For Copper IP Internet: Complete all outside work up to the home as required. If an

AB Jack is present and it can be found, have the customer plug in the RG. If the

Customer has requested VOIP service, have the customer verify dial tone at the

VOICE jack. If no AB Jack is present, ask the customer if they are okay with a

temporary install on the outside of the house. If they agree, do a complete install with

all of the equipment on the outside of the house with enough slack to pass all

equipment into the home via window/garage or other opening. Jep the job to return at

a later date for normal install with detailed notes about what was completed.

o Please note: The technician is not expected to perform a Wi-Fi Assessment

on an Installation if they cannot enter the home.

• For FTI (Full Tech Install) Fiber IP Internet with a pre-existing ONT: Have the

customer locate the ONT at the media wall or Central Wiring Panel. Have the

customer validate the power is on. If yes, run LSBBT and ensure the ONT is

activated. If successful, identify where to leave the RG outside for them to collect to

avoid contact. If needed, virtually walk the customer through connecting the RG.

o Please note: The technician is not expected to perform a Wi-Fi Assessment

on an Installation if they cannot enter the home.

• For FTI (Full Tech Install) Fiber IP Internet without a pre-existing ONT: Due to

the required access needed inside the home to install indoor ONTs, JEP the job.

• For DIRECTV: Complete all outside work as desired by the customer. If coax is

already set up to the desired TV/Genie location, give the customer inside equipment

(by leaving it at an identified location where they can collect it to avoid contact) and

virtually walk them through setup, if possible, to complete job. Otherwise, Hold the

job to return at a later date when it is safe to complete the job.

• For U-verse TV: Complete all copper IP outside work as desired by the customer. If

ethernet is already set up to the desired TV/DVR location, give the customer inside

equipment (by leaving it at an identified location where they can collect it to avoid

contact) and virtually walk them through setup, if possible, to complete job.

Otherwise, jep the job to return at a later date when it is safe to complete the job.

March 30, 2020

© 2020 AT&T Intellectual Property. AT&T, Globe logo, and DIRECTV are registered trademarks and service marks of

AT&T Intellectual Property and/or AT&T affiliated companies. All other marks are the property of their respective owners. AT&T Proprietary (Internal Use Only) Not

for disclosure outside the AT&T companies except under written agreement.

As of: 3/27/2020 AT&T Field Operations

• For AT&T TV Technician-Assisted Setup: Walk the customer virtually through the

setup for AT&T TV.

• For all installs, do as much work as possible. If able to verify services are working

without any temporary installation measures, complete the job as normal.

If any temporary setup occurred, or work cannot be completed, Jep the job using the codes

below and provide detailed notes about the work performed.

Legacy AT&T Technicians should use the following Jep code:

E02 NDE NATURAL DISASTER RELATED TO END USER –

INSTALLATION

Legacy DIRECTV Technicians should use the following Hold code:Hold – Natural

Disaster Access (Natural Disaster/ Pandemic-Related End User Access Issues)

HYGIENE REMINDERS:

As a reminder, please review the Personal Hygiene and Personal Safety

document, and keep in mind:

• Wash your hands often and thoroughly. Be sure to count to 20.

• Avoid touching your eyes, nose, and mouth.

• Disinfect your workspace daily. Don’t forget your phone.

• Take care of yourself by eating well, staying hydrated and resting.

• If you start to feel sick, prepare to stay home to not pass it on.

• If you believe you or someone around you has been exposed to the

coronavirus, please call your manager to inform them of the possible

exposure. To reduce possible exposure to others, DO NOT GO TO THE

OFFICE, this contact should be made by phone or email and not in person

March 12, 2020

© 2020 AT&T Intellectual Property. AT&T, Globe logo, and DIRECTV are registered trademarks and service marks of

AT&T Intellectual Property and/or AT&T affiliated companies. All other marks are the property of their respective owners. AT&T

Proprietary authorized individuals only. Not for use or disclosure outside the AT&T companies except under written agreement.

This email is confidential AT&T property intended solely for use by authorized individuals or any above-designated team(s) within

the AT&T companies and not for general distribution

You are in our customers’ homes each and every day as the face of AT&T. As such,

your safety is our top priority, and we’re taking the coronavirus seriously to avoid

any unnecessary risk of exposure to you or our customers.

Asking the customer a few questions upfront will help. It all starts with the pre-

dispatch call to the customer (best option) or the introduction at their front door.

Here’s an example of how the conversation can go with Recommended Script:

Mr./Ms. Customer, AT&T cares about the health of our customers and employees,

and we’re being cautious due to the coronavirus. Therefore, I’d like to let you know

that I have not knowingly been in close contact with anyone with coronavirus. I’d

also like to ask you just a few questions.

• First, is anyone in your home sick or quarantined?

• Second, in the last 14 days have you or anyone in your home traveled to

or through any high-risk Level 3 countries? That includes changing

planes or trains in that country.

• And third, do you know if anyone in your home has been in close

contact with anyone with coronavirus or who has traveled to or through

one of those high-risk countries within the last 14 days?

• Thank you. Are there any questions you have for me?

Note the following:

• If the customer asks you the same questions, please answer them. This will help put them at ease too!

• If the customer asks, the CDC defines “close contact” as (a) being within approximately 6 feet of a COVID-19 case for a prolonged period of time (close contact can occur while caring for, living with, visiting, or sharing a healthcare waiting area or room with someone with COVID-19), or (b) having direct contact with infectious secretions of someone with COVID-19 (for example, being coughed on by such a person).

• If the customer responds “No” to all three questions, proceed business as usual.

• If the customer responds “Yes” or refuses to answer any of the questions, follow the Alternate Dispatch Guidelines on next steps. And remember, at any time, if you are ever concerned about your safety, immediately contact your supervisor.

Customer Contact Strategy (Residential)

Field Operations COVID-19