Federal Communications Commission
Washington, D.C. 20554
OMB 3060-1033
September 2003
FCC 396-C
FOR FCC USE ONLY
Multi-Channel Video Program Distributor EEO Program Annual Report

Read INSTRUCTIONS Before Filling Out Form

FOR COMMISSION USE ONLY
FILE NO.

B396 - 20081022AAU
SECTION I IDENTIFYING INFORMATION
A. Name of  Operator:
COMCAST CORPORATION
MSO Name:
COMCAST CORPORATION
B. Employment Unit's Mailing Address
1701 JFK BLVD
NORTHCENTRAL DIVISION
City
PHILADELPHIA
State
PA
Zip Code
19103-
E-Mail Address (if available) 
FCC Registration Number:
0011612017
Emp. Unit ID # 12122
Application Purpose
New Program Report
Amendment to Program Report
Supplemental Investigation Sheet (SIS) Attached
C. County and State in which unit's employment office is located
ENFIELD, CT
D. Category of Respondent (check applicable box)

Fewer than six (6) full-time employees during the selected payroll period: Complete Sections I, II and V
Six (6) or more full-time employees during the selected payroll period: Complete ALL sections of the Form 396-C and the Supplemental Investigation Sheet, if attached

E. Pay Period Covered by this Report (inclusive dates) 8/24/08 - 9/06/08
F. Attachments: (See "Exhibit" buttons, below.)

SECTION II COMMUNITY INFORMATION

System Communities Comprising Local Employment Unit
Ident No.
Name of Community
Location (State)
Type

Review the list of communities served on the previous year's submission and attach as Exhibit A any additions or deletions, using the format noted above. NOTE: APPLICABLE ONLY TO CABLE OPERATORS AND NOT TO OTHER MVPD UNITS.

[Exhibit 1]



SECTION III EEO POLICY AND PROGRAM REQUIREMENTS

Check YES or NO to each of the following questions. If answer to any question below is NO, attach as Exhibit B an explanation.
[Exhibit 2]

1.
Have you complied with the outreach provisions of the FCC's MPVD Equal Employment Opportunity Rule, 47 C.F.R. Section 76.75(b), during the twelve month period prior to filing this form?
Yes No
2. Do you disseminate widely your EEO Program to job applicants, employees, and those with whom you regularly do business? Yes No
3. Do you contact organizations, media, educational institutions, and other potential sources of applicants for referrals whenever job vacancies are available in your organization? Yes No
4. Do you undertake to offer promotions to positions of greater responsibility in a nondiscriminatory manner? Yes No
5. To the extent possible, do you seek out entrepreneurs in a nondiscriminatory manner and encourage them to conduct business with all parts of your organization? Yes No
6. Do you analyze the results of your efforts to recruit, hire, promote, and use services in a nondiscriminatory manner and use these results to evaluate and improve your EEO program? Yes No
7. Do you define the responsibility of each level of management to ensure a positive application and vigorous enforcement of your policy of equal employment opportunity and maintain a procedure to review and control managerial and supervisory performance? Yes No
8. Do you conduct a continuing program to exclude every form of prejudice or discrimination based upon race, color, religion, national origin, age, or sex from your personnel policies and practices and working conditions? Yes No
9. Do you conduct a continuing review of job structure and employment practices and maintain positive recruitment training, job design, and other measures needed to ensure genuine equality of opportunity to participate fully in all organizational units,occupations, and levels of responsibility? Yes No

SECTION IV ADDITIONAL INFORMATION

You may provide as Exhibit C any additional information that you believe might be useful in evaluating your efforts to comply with the Commission's EEO provisions. There is no requirement to provide additional data or information.
[Exhibit 3]



SECTION V CERTIFICATION

This report must be certified as follows:
A.   By the individual owning the reporting system if individually owned;
B.   By a partner, if a partnership; or
C.   By an officer, if a corporation or association.

I certify that to the best of my knowledge, information and belief, all statements contained in this report are true and correct.

Signed
Title
VP HR AND ORGANIZATIONAL EFFECTIVENESS
Date
09/30/2008
Name of Respondent
KERRI ST. JEAN
Telephone No. (include area code)
6036951508

WILLFUL FALSE STATEMENTS ON THIS FORM ARE PUNISHABLE BY FINE AND/OR IMPRISONMENT (U.S. CODE, TITLE 18, SECTION 1001), AND/OR REVOCATION OF ANY STATION LICENSE OR CONSTRUCTION PERMIT (U.S. CODE, TITLE 47, SECTION 312(a)(1)), AND/OR FORFEITURE (U.S. CODE, TITLE 47, SECTION 503).



FORM FCC 396-C - SUPPLEMENTAL INVESTIGATION SHEET

Part I Employee Job Descriptions

Give brief job descriptions for employees in the job categories specified below. The number specified in the box indicates the number of different job descriptions that are to be submitted for each category. Job descriptions should include the position title and a brief description of the major duties and responsibilities of the individual(s) in the position.

1.
Officials and Managers
 
[Exhibit 4]
2.
Professionals

 

[Exhibit 5]
3.
Technicians
 
[Exhibit 6]
4. Sales Workers
 
[Exhibit 7]
5.
Office and Clerical
 
[Exhibit 8]
6.
Craft Workers (skilled)
 
[Exhibit 9]
7.
Operatives (semi-skilled)
 3
[Exhibit 10]
8.
Laborers (unskilled)
 
[Exhibit 11]
9.
Service Workers
 
[Exhibit 12]

Part II Inquiries Concerning EEO Program and Practices

Submit responses to the inquiries indicated by a "check" Responses should be brief, but must provide sufficient information to describe the employment unit's activity and efforts in the area of inquiry.

1.
Describe the employment unit's efforts to comply with the outreach provisions of 47 C.F.R. Section 76.75(b).
[Exhibit 13]
2.
Describe the employment unit's efforts to disseminate widely its equal employment opportunity program to job applicants, employees, and those with whom it regularly does business.
[Exhibit 14]
3.
Name the organizations, media, educational institutions, and other recruitment sources used to attract applicants whenever job vacancies become available.
[Exhibit 15]
4.
Explain the employment unit's efforts to promote in a nondiscriminatory manner to positions of greater responsibility.
[Exhibit 16]
5.
Describe the employment unit's efforts to encourage entrepreneurs to conduct business in a nondiscriminatory manner with all parts of its operation and provide an analysis of the results of those efforts.
[Exhibit 17]
6.
Report the findings of the employment unit's analysis of its efforts to recruit, hire and promote in a nondiscriminatory manner and explain any difficulties encountered in implementing its EEO program.
[Exhibit 18]
7.
Describe the responsibility of each level of the employment unit's management with respect to application and enforcement of its EEO policy and explain the procedure for review and control of managerial and supervisory performance.
[Exhibit 19]
8.
Describe the manner in which the employment unit conducts its continuing review of job structure and employment practices.
[Exhibit 20]
9.
Other Inquiries:
[Exhibit 21]

Part III EEO Public File Report

Attach a copy of the EEO public file report from the previous year. Cable entities are required to place annually such information as is required by 47 C.F.R. Section 76.1702 in their public files.

[Exhibit 22]

EMP UNIT ID: 12122
MSO NAME: COMCAST CORPORATION
 
OPR NAME: COMCAST CORPORATION

Approved by OMB
3060-1033



Exhibits
Exhibit 10
Description:
JOB DESCRIPTIONS

THERE ARE NO OPERATIVES EMPLOYED AS THIS UNIT. THREE JOB DESCRIPTIONS FOR EMPLOYEES WORKING AT THIS UNIT HAVE BEEN PROVIDED.

JOB TITLE:   CAE- GENERAL CUSTOMER SUPPORT REPRESENTATIVE 1

OVERVIEW: MAY PERFORM ANY OR ALL OF THE FOLLOWING DUTIES

HANDLES LARGE VOLUME OF INCOMING TELEPHONE CALLS, COVERING FULL RANGE OF CUSTOMER SERVICE IN A PROMPT AND PROFESSIONAL MANNER, OBTAINING ALL INFORMATION FOR RESOLUTION OF TRANSACTION.
ANSWERS CUSTOMER QUESTIONS REGARDING BILLING AND/OR PROBLEMS.
CORRECTS ERRORS AND DISCREPANCIES ON CUSTOMER BILLINGS AS NECESSARY.
PREPARES WORK ORDERS FOR MAINTENANCE REQUESTS AFTER DETERMINING IF FIELD VISITS ARE REQUIRED, AND ENSURES APPROPRIATE FOLLOW-UP PROCEDURES ARE MET.
PERFORMS BILLING AND POSTING OF CUSTOMER ACCOUNTS.
SERVES AS A SALES REPRESENTATIVE TO SELL COMPLETE PACKAGES OF EXISTING CABLE SERVICES.
RESOLVES DELINQUENT ACCOUNT BALANCES.
REPRESENTS COMCAST IN PROFESSIONAL AND POSITIVE MANNER IN ALL SITUATIONS.
PUNCTUAL, REGULAR AND CONSISTENT ATTENDANCE.
PERFORM OTHER RELATED RESPONSIBILITIES AS ASSIGNED.

JOB TITLE:   CUSTOMER ACCOUNT EXECUTIVE (RETENTION)


OVERVIEW:
THIS CRITICAL CUSTOMER CONTACT POSITION IS RESPONSIBLE FOR RETAINING CUSTOMERS IN ORDER TO MAINTAIN MARKET REVENUE PERFORMANCE.


REPRESENTS COMCAST AS THE INCUMBENT CABLE PROVIDER AND DISSUADES CUSTOMERS FROM DISCONNECTING AND/OR DOWNGRADING THEIR SERVICES.
RE-ENERGIZES THE CUSTOMER EXPERIENCE AND RELATIONSHIP BY RESELLING THE BENEFITS AND VALUE OF COMCAST PRODUCTS AND SERVICES.
PUNCTUAL, REGULAR AND CONSISTENT ATTENDANCE.
ABILITY TO WORK OVERTIME AS NEEDED. PERFORM OTHER RELATED RESPONSIBILITIES AS ASSIGNED.

JOB TITLE:   TECHNICAL CUSTOMER ACCOUNT EXECUTIVE

JOB RESPONSIBILITIES:
ELICITS AND RECORDS CUSTOMER INFORMATION AND INQUIRIES, FOLLOWING PROMPTS FROM A COMPUTERIZED SYSTEM.
TROUBLESHOOTS AND RESOLVES TECHNICAL PROBLEMS OVER THE PHONE IN A SINGLE CUSTOMER INTERACTION TO MAXIMIZE THE CUSTOMER EXPERIENCE.
EFFECTIVELY GAINS THE CUSTOMERS COOPERATION TO WORK THROUGH THE TROUBLE-SHOOTING PROCESS, AVOIDING A TRUCK ROLL.
RESEARCHES AND IDENTIFIES TRENDS IN SERVICE/EQUIPMENT PROBLEMS AND DOCUMENTS PROCESSES USED TO CORRECT ISSUES, REPORTING CONSISTENT PROBLEMS TO THE ESCALATION AGENT.
PROACTIVELY LEARNS NEW TECHNOLOGIES WITHIN THE COMCAST PRODUCTS.
PREPARES WORK ORDERS WHEN REQUIRED, AND ENSURES APPROPRIATE PROCEDURES ARE FOLLOWED.
PROMOTES AND SELLS SERVICES, ENTERS AND CONFIRMS SALES.
SUPPORTS OTHER LINES OF BUSINESS AS CALL VOLUME DICTATES.
MAINTAINS AND COORDINATES INTERDEPARTMENTAL COMMUNICATIONS.
CONSISTENTLY MEETS OR EXCEEDS ESTABLISHED GOALS AND PERFORMANCE METRICS.
ACHIEVES OVERALL PERFORMANCE GOALS OF THE ORGANIZATION.
ATTENDS TRAINING AS REQUIRED AND PERFORMS OTHER RELATED DUTIES AS ASSIGNED.
PUNCTUAL, REGULAR AND CONSISTENT ATTENDANCE.
ABILITY TO WORK OVERTIME AS NEEDED.
PERFORM OTHER RELATED RESPONSIBILITIES AS ASSIGNED.



Attachment 10


Exhibit 13
Description:
RESPONSE #1

THE EMPLOYMENT UNIT HAS ESTABLISHED AND MAINTAINS A POSITIVE CONTINUING PROGRAM OF OUTREACH ACTIVITIES DESIGNED TO ENSURE EQUAL OPPORTUNITY AND NONDISCRIMINATION IN EMPLOYMENT. THE UNIT RECRUITS FOR FULL-TIME JOB VACANCIES IN ITS OPERATION THAT ARE NOT FILLED BY INTERNAL APPLICANTS. THE UNIT USES RECRUITMENT SOURCES FOR EACH VACANCY TO DISSEMINATE JOB OPENINGS FROM A LIST THAT IT HAS COMPILED OF MINORITY AND WOMENS ORGANIZATIONS IN ITS EMPLOYMENT AREA AS WELL AS NATIONAL EMPLOYMENT WEBSITES. THE UNIT ALSO PROVIDES NOTIFICATION OF EACH FULL-TIME VACANCY TO ANY ORGANIZATION THAT DISTRIBUTES INFORMATION ABOUT EMPLOYMENT OPPORTUNITIES TO JOB SEEKERS OR REFERS JOB SEEKERS TO EMPLOYERS, UPON REQUEST BY SUCH ORGANIZATION.

THE UNIT PARTICIPATES IN A NUMBER OF CAREER EVENTS AND JOB FAIRS THAT DRAW A DIVERSE CANDIDATE SLATE OF FULL-TIME OPPORTUNITIES WITHIN OUR ORGANIZATION. JOB OPENINGS ARE POSTED IMMEDIATELY AND BRANCH OUT TO OUR COMPANY WEBSITE AS WELL AS A NUMBER OF WEBSITES THAT ARE DIVERSE, INDUSTRY SPECIFIC AND GENERAL IN CONTENT. NETWORKING RELATIONSHIPS ARE BUILT AND MAINTAINED IN THE COMMUNITY WITH ORGANIZATIONS SUCH AS THE URBAN LEAGUE OF GREATER HARTFORD, HEROES FOR HIRE AND THE CT LABOR DEPARTMENT, AS WELL AS PARTICIPATION IN THEIR CAREER FAIRS. WE HOLD ON SITE JOB FAIRS AS WELL WITH OPEN DOORS TO THE COMMUNITY AND ATTRACT CANDIDATES THROUGH NEWSPAPER ADS, INTERNET POSTINGS AND FLYERS.

PLEASE REFER TO THE ATTACHED LIST OF OUTREACH ACTIVITIES THAT THE UNIT UNDERTAKES EACH YEAR.



Attachment 13


Exhibit 14
Description:
RESPONSE #2

COMCASTS EMPLOYEE MANUAL CONTAINS THE COMPANYS EEO POLICY STATEMENT AND IS MADE AVAILABLE TO ALL EMPLOYEES.

THE COMPANYS EEO POLICY STATEMENT IS POSTED IN THE EMPLOYMENT UNITS OFFICE AND ON BULLETIN BOARDS ACCESSIBLE TO EMPLOYEES AND APPLICANTS, INFORMING THEM OF THEIR EQUAL EMPLOYMENT OPPORTUNITY RIGHTS, AND THEIR RIGHT TO NOTIFY THE EQUAL EMPLOYMENT OPPORTUNITY COMMISSION, THE FCC, OR OTHER APPROPRIATE AGENCY IF THEY BELIEVE THEY HAVE BEEN DISCRIMINATED AGAINST.

ORIENTATION MEETINGS FOR NEW EMPLOYEES AND COMCASTS IN-HOUSE TRAINING PROGRAMS DISCUSS COMCASTS EEO POLICY.

RECRUITMENT SOURCES ARE MADE AWARE OF THE COMPANYS EEO HIRING POLICY AND OF THE COMPANYS POLICY THAT ALL JOB APPLICANTS WILL BE TREATED WITHOUT REGARD TO RACE, COLOR, RELIGION, NATIONAL ORIGIN, AGE OR SEX.

COMCAST CABLE INCLUDES THE PHRASE EOE/AA ON EMPLOYMENT APPLICATIONS, IN NEWSPAPER ADVERTISEMENTS AND OTHER EXTERNAL ADVERTISEMENTS.

COMCAST INDICATES THAT IT IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER ON PURCHASE ORDERS, LEASE AGREEMENTS AND OTHER CONTRACTS WITH ITS VENDORS.

COMCAST COMMUNICATES WITH THE STATE EMPLOYMENT SECURITY OFFICE IN WRITING REGARDING ITS EEO POLICY.

COMCAST COMMUNICATES THAT IT IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER WHEN IT PARTICIPATES IN OR HOSTS A JOB FAIR.

WE POST OUR EEO POLICY IN COMMON AREAS THROUGHOUT THE BUILDING.

WE DISCUSS THE EEO POLICY IN ORIENTATION WITH ALL NEW HIRES.

WE ADVERTISE OUR EEO POLICY IN OUR APPLICATIONS, AT JOB FAIRS THAT WE ATTEND, IN ALL POSTED JOB ADVERTISEMENTS, AS WELL AS IN OUR STANDARD OFFER LETTERS TO CANDIDATES.


Attachment 14


Exhibit 16
Description:
RESPONSE #4

PERFORMANCE APPRAISALS ARE CONDUCTED ANNUALLY.   DURING THIS ANNUAL ASSESSMENT EMPLOYEES ARE PROVIDED WITH SUGGESTIONS AS TO HOW TO IMPROVE THEIR WORK PERFORMANCE, RECOMMENDATIONS ARE MADE REGARDING TRAINING OPPORTUNITIES, AND CAREER GUIDANCE IS PROVIDED.

REGULAR FULL-TIME EMPLOYEES ARE ELIGIBLE FOR THE COMPANYS EDUCATION ASSISTANCE PROGRAM. THE PROGRAM PROVIDES FOR TUITION REIMBURSEMENT TO ELIGIBLE EMPLOYEES WHO ARE PURSUING A CAREER RELATED DEGREE. EMPLOYEES ARE ENCOURAGED TO SEEK A DEGREE THAT RELATES TO THEIR CURRENT POSITION OR TO A POSITION IN THE COMPANY TO WHICH THEY ASPIRE.

ALL OPEN POSITIONS ARE ADVERTISED THROUGHOUT THE ENTIRE EMPLOYEE BASE. INTERNAL CANDIDATES THAT MEET THE MINIMUM CRITERIA ARE GRANTED AN INTERVIEW. CANDIDATES WHO DO NOT MEET THE QUALIFICATIONS ARE PROVIDED WITH CAREER COUNSELING REGARDING FUTURE OPPORTUNITIES.

COMCAST UNIVERSITY OFFERS NATIONWIDE TRAINING AND DEVELOPMENT OPPORTUNITIES FOR ITS EMPLOYEES. COMCAST UNIVERSITY PROGRAM OFFERINGS INCLUDE COURSE WORK TO ENHANCE THE SUBSTANTIVE AND LEADERSHIP SKILLS OF ITS EMPLOYEES.



Attachment 16


Attachment 22
Description
EEO Public File