cloud9teamleadoncall | Linktree

On Call Protocols

1. Find a place to park–knocking on neighbor door; must be home and give permission to park. Must limit client information "I am pet sitting and need to get in. Can I park here for x minutes?"

2. Contact client asking about driveway/shoveling service to let them know driveway is not passable. 

3. We will want to use resources for figuring out how to safely park > walk > head back if need be which varies per situation.

*Staff are always welcome to use the Running Late procedure to take a break and wait for weather to clear/roads to be plowed before continuing on a route.*

Driveway or Roadway Impassable

Emergency Facility Boarding

Health Emergency / Medication Incidents (Pets)

Mandation Events

No-Contact Slip Leashing

PSCOs on Weekends

Pet Death

If a service type does not have a protocol, use the contacting admin (text only) to notify so it can be input.

Protocol Missing

1. If the staff sends you a DM, you are only to tell them they need to post in the #field-team.
2. Reply in thread directing to appropriate protocol—Car Troubles, Running Late, or Coverage for Services.
3. Prompt staff to head to first visits while waiting.
4. If staff claims they physically cannot make it, they must submit proof—if sick, have them use the headset button to call you; if vehicle, submit photo of vehicle; if emergency, submit some kind of physical proof.
5. Mandation only applies if staff is physically unsafe to enter the field and must include documentation.
***"Emergencies" that can be planned around are not emergencies, and it is unfair to the rest of us who all have had to go out to adjust for convenience. If staff continue to message, block the contact—it is inappropriate and can't be tolerated. If staff no-show, follow Mandation for no-show > contact admin to move remaining weekend or Monday morning services to process staff termination when office re-opens.***

Staff Requests Lead  Coverage

Time to Pet Outage

C9C service agreement contract states that we will only care for pets that are properly onboarded and that clients are responsible for communicating all updates to their account 2 *business days* prior to care. We would need the client to onboard the pet with the office and would alert the office upon re-opening. Staff have the right to exit the home and wait in their vehicle while the lead contacts the client for clarification should they feel unsafe or otherwise uncomfortable providing care.

Unexpected Pet in the Home

Wildlife or Stray Animals

Emergency Resources

To be *GROUP TEXTED* first > wait for reply. Note that we are off of work so there is no guarantee we will reply: you'll need to use procedures here and the #team-leads group.

NB: 269.779.5448
JB: 269.215.9496

Nicole & Jordan Phones

If absolutely necessary for use, such as contacting Poison Control.

1. Enter the office with Building Access document.
2. Locate the emergency credit card number—it is in the filing cabinet, in the corner of the room, inside the bottom drawer, on a magnet against the BACKSIDE of the divider.
3. Provide the Uber or ASPCA Poison Control line the payment information.
4. Use JB/NB contact information above to report what was used.
5. File an Incident Report.

Emergency Payment Option

Operation Procedures

Client Service Agreement Contract

Employee Handbook Team Lead Addendum

Shadow Visits

New Hire Introductory Shadows

Cat Care

Dog Days Out

Dog Walking

Field Trips

FSA — Structured Walking Program

Medication Administration

Pet Sitting

Pet Taxis

Shy Pet

Shadower no show or can't make it --> you will provide the service as needed. See "Coverage for Services" in general field team Linktree for how we submit reports when we don't have the service assigned. You will know the length of service based on how much time you were routed for.

Which shadow visit document to use ---> there should be an event note; post in the #team-leads group if unsure.

What if the shadowee doesn't show?