Brokerage Policies & Procedures Manual – Assumptions
                 The Real Estate Council of Alberta (RECA) is providing this information as a template for brokers to 
                 consider when creating or updating their brokerage’s Policies & Procedures Manual. Brokers should 
                 review and edit the information to fit the policies and procedures of their brokerage.
                 Editing Tips
                        Review the Table of Contents, noting any sections that do not apply to your brokerage and can 
                         be deleted.
                        Use the Find and Replace tool in Word to find all instances of “” and replace 
                         them with your brokerage name.
                        Go through the document, removing the sections you noted and updating remaining sections as 
                         necessary.
                        Watch for angle brackets: “< >.” These mark brokerage specific information that needs to be 
                         added to the document, or choices of sample policies and procedures based on qualifying 
                         information.
                 Contents Subject to Change
                 While care was taken to ensure the contents represent current requirements, the laws and rules 
                 affecting real estate trading and managing a business are subject to change.
                 Brokers have a duty to keep themselves up-to-date and make changes to the Brokerage Policies & 
                 Procedures Manual when parts become out of date or obsolete. Updating is a continual process. 
                 The manual is available for download from RECA’s website. RECA will notify brokers by email when 
                 updates occur.
                 RECA wishes to thank all who contributed to this document, including Alberta real estate brokers. RECA 
                 appreciates broker suggestions and feedback on this document and welcomes further input towards 
                 improvement. 
                 Please forward your suggestions to RECA’s Regulator Compliance Advisors: the Regulator Compliance 
                 Advisors, Doug Dixon (ddixon@reca.ca) and Kristian Tzenov (ktzenov@reca.ca).
        Policies & Procedures
       Manual for 
                  Updated as of November 2020
                  Contents
                  Part 1: General Terms and Conditions.........................................................................................................1
                    1.    Purpose............................................................................................................................................1
                    2.    Proprietary Statement.....................................................................................................................1
                    3.    Terminology.....................................................................................................................................1
                  Part 2: About ................................................................................................................1
                    1.    Our Brand........................................................................................................................................1
                       Mission................................................................................................................................................1
                       Vision/Objectives/Goals......................................................................................................................1
                       Philosophy/Values...............................................................................................................................1
                       Service Quality.....................................................................................................................................1
                       Specialization.......................................................................................................................................1
                    2.    Brokerage Background.....................................................................................................................1
                    3.    The  Structure....................................................................................................1
                       Management/Administrative Structure...............................................................................................1
                       Brokerage Responsibilities...................................................................................................................1
                       Broker Responsibilities.........................................................................................................................2
                       Associate Broker/Associate Responsibilities........................................................................................2
                  Part 3: General Office Policies & Procedures...............................................................................................3
                    1.    Orientation......................................................................................................................................3
                    2.    Probation.........................................................................................................................................3
                    3.    Duties & Responsibilities: Administration & Support Staff...............................................................4
                       Management Support..........................................................................................................................4
                       Administrative Support........................................................................................................................4
                       Accounting Operations........................................................................................................................4
                       General Office Operations...................................................................................................................4
                       Use of In/Out Board.............................................................................................................................4
                    4.    Administrative Employee Payroll.....................................................................................................4
                    5.    Facilities and Office Etiquette..........................................................................................................5
                       Common Spaces..................................................................................................................................5
                       Office Supplies & Stationary................................................................................................................5
                       Resource Library..................................................................................................................................5
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                       Kitchen/Lunch Room...........................................................................................................................5
                       Smoking...............................................................................................................................................5
                    6.    Office Access....................................................................................................................................5
                    7.    Parking.............................................................................................................................................6
                    8.    Information Technology...................................................................................................................6
                       Information Technology Resources......................................................................................................6
                       Expectations of Privacy........................................................................................................................6
                       Cybersecurity.......................................................................................................................................6
                    9.    Telephone Procedures.....................................................................................................................7
                       New Inquiries.......................................................................................................................................7
                       Inquiries on Ads...................................................................................................................................7
                       Call Forwarding....................................................................................................................................7
                       Taking Messages..................................................................................................................................7
                       Long Distance Calls..............................................................................................................................7
                    10.     Overtime Compensation..............................................................................................................7
                       Eligibility..............................................................................................................................................8
                    11.     Advances on Pay and Commissions.............................................................................................8
                    12.     Vacation Allowances....................................................................................................................8
                    13.     Statutory and Civic Holidays........................................................................................................8
                    14.     Leaves of Absence........................................................................................................................9
                       Bereavement Leave.............................................................................................................................9
                       Citizenship Ceremony Leave..............................................................................................................10
                       Compassionate Care Leave................................................................................................................10
                       Critical Illness Leave...........................................................................................................................10
                       Death or Disappearance of a Child Leave..........................................................................................10
                       Domestic Violence Leave...................................................................................................................11
                       Long-term Illness and Injury Leave....................................................................................................12
                       Maternity and Parental Leave............................................................................................................12
                       Personal and Family Responsibility Leave (Sick Leave).......................................................................13
                       Reservist Leave..................................................................................................................................13
                       Notice of Absence/Vacation—Real estate licensees..........................................................................14
                    15.     Other Employment....................................................................................................................14
                    16.     Worker’s Compensation.............................................................................................................14
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