As a responsible workplace, we have implemented a system of record points to ensure accountability and maintain high standards of service. While there are no strict requirements for team members at Hands N Paws, we have established best practices for the benefit of our customers. Strong deviations from these practices can have negative consequences on our customers’ experience, which is why we use record points as a way to monitor and address such incidents. The criteria for issuing record points are detailed below, and we take full responsibility for maintaining these standards.
The goal is for team members to maintain a clean work record, with no disciplinary points. Points are given as a measure of accountability. If a team member accumulates three points at any point in time (during a bi-annual period: Jan-June; July-Dec), they will be suspended from all of our platforms for a month and will not be able to accept any assignments. The team member will then receive an email notifying them of the suspension, and once it is over, their points will reset to zero. If a team member acquires record points AFTER enduring a suspension, that team member will be TERMINATED permanently.
Record points are kept on a spreadsheet by an administrator. You will be informed of situations in which you receive points.
Overall, mistakes happen and that is understandable. If further investigation is done on behalf of an admin and it is determined that the mistake could’ve been easily avoided with more careful attention to notes and/or being present while at a service, record points will be given accordingly. Every situation will be held to the standards of this policy, however, will also be somewhat treated on a case-by-case basis (leeway is minimal, however).
If you are ever curious about if and/or how many points you may have on your record, please reach out to an admin in Slack.
What can I get record points for?
Below are instances in which you can be given record points and the amount of points you would receive for each instance.
You receive 1 (one) record point if you:
- Do NOT follow client notes exactly as they’re detailed, whether that’s in a client’s/pet’s profile notes, a service box note, or a note left on counter at client’s home. BE AWARE: Clients can update personal and pet profiles at any point in time, so even if you’ve worked with a particular client before, that doesn’t mean you shouldn’t check notes.
- Do NOT submit a journal report to a client after a completed assignment (one point for every journal not submitted right away).
- Cut a service length short by any amount of time.
- Arrive to an assignment LATE: 10-30 mins outside of the scheduled appointment window.
You receive 2 (two) record points if you:
- Arrive to an assignment LATE: more than 30 mins outside of the scheduled appointment window.
You receive 3 (three) record points if you:
- Back out of accepted assignments and don’t try to find alternative help (“no show,” in other words).
- Arrive to an assignment LATE: more than 1 hour outside of the scheduled appointment window.
What constitutes as an emergency situation?
There are certain instances in which points would not be added to your record. These are emergency instances in which the circumstances are entirely out of your control. Should any of the following occur, it is best to reach out to management ASAP via Slack so we can assess the situation.
- Traffic or transportation delays
- Unforeseen personal emergency
- Extreme weather conditions
- Prior assignment overrun
- Unanticipated pet-related issues
- Personal vehicle breakdown
- Communication or scheduling mishaps (though, rarely inexcusable)