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Slack

Click on the question below to find the answer!

What is Slack?

Slack serves as the primary platform for all internal communications at Hands N Paws. It is extensively utilized by our team members, especially when assistance is required while out on services, with the #help channel designated for such instances.

Here is an overview of the channels within our Slack workspace as of 3/20/24:

Channels play a crucial role in maintaining organized and fluid conversations among team members on Slack. Channels are akin to group chats, with each one currently having about 20+ team members. It is important that messages sent align with the channel they’re sent in for the sake of response prioritization and conversation flow. For detailed insights into each channel’s purpose, navigate to the desired channel within Slack and click on the channel name at the top of your screen.

While Slack offers direct messaging (DM) capabilities, these should only be used for private discussions among team members or with team leaders. Otherwise, all communications on Slack are encouraged to be public for transparency and team collaboration.

How do I download and get signed into our Slack workspace?

To begin, please find Slack in your phone’s app store and download it.

After your orientation with Hands N Paws, you should have received a follow-up email containing an invite link to join our Slack workspace directly. Please locate and click that link. If you encounter any issues accessing the link, please reach out to your team leader, and he/she will provide you with a new one.

Once you’re logged in, make sure to properly setup your Slack profile with your name and a smiling profile photo (preferably with pets!).

Is it mandatory for me to use Slack?

It’s highly recommended that you utilize Slack during your time at Hands N Paws. Slack serves as our primary team communication platform, essential for seamless collaboration and troubleshooting during services. While the volume of messages may seem overwhelming, each message is aimed at supporting and empowering you in your work.

In our Slack workspace, we often send messages about best practices to enhance your work performance, notify you about new work opportunities, acknowledge your achievements, and provide important updates about the business. Also, team leaders may wish to contact you directly about important things such as constructive feedback, work opportunities if you’re a primary assignment, etc.

At the very least, having the Slack app on your phone is beneficial for easy communication with the team during service-related issues. While active participation in Slack discussions is not mandatory, not utilizing Slack when facing challenges in your work may result in receiving record points due to underutilization of available help resources.

Is it acceptable to text or call team leaders when I have questions?

No. It is not recommended to text or call team leaders regarding work-related questions. Slack is the designated platform for organizing and sending ALL work-related communications among the team. In cases of genuine emergencies requiring immediate contact with a team leader for guidance, however, a phone call is appropriate. Otherwise, all official team correspondence must be conducted through Slack.

It’s crucial to acknowledge that team leaders have personal lives outside of Hands N Paws. Respecting these boundaries by using Slack for work-related discussions contributes to the overall well-being and efficiency of our team.

I’ve sent an urgent message in Slack but haven’t received a response. What should I do?

First off, if it is a life-or-death emergency, please call your team leader. If not, please adhere to the information below.

While our Slack workspace is typically responsive and supportive, it’s important to remember that everyone behind the messages is human and may have other commitments that can delay immediate responses. We are all trying our very best.

While we strive to be as helpful and prompt as possible, if you encounter a situation where you need urgent assistance and don’t receive an immediate response on Slack, please explore other support options available to you. These options include referring to our general team support center, checking out our blog for relevant information, or reaching out directly to clients if necessary (phone numbers available in Client Profiles). All of these resources are and should be equally valuable and utilized alongside Slack to ensure efficient problem-solving and support throughout your work here.

What are the appropriate situations to use a public channel versus direct messaging (DM)?

Direct messaging (DM) should be reserved exclusively for life-threatening emergencies or super personal matters. Please refrain from relaying questions to team leaders via Slack DMs. Instead, make use of our diverse range of public channels to seek answers and engage with the broader team.

Why do you want me to use public channels for almost every message?

Public channels are essential because they encompass all team members. Relying solely on one individual, such as a team leader, for answers may lead to delays. In contrast, public channels host 25+ team members each, increasing the likelihood of receiving timely assistance from someone who has encountered similar situations or questions.

Additional advantages of using public channels include:

  • Increased Visibility: Your messages are seen by more people, resulting in quicker assistance.
  • Archived Information: Team members can access archived messages, useful for future reference or encountering similar issues during services.

I’m unsure about which public channel to use for my message. Help!

If you’re ever uncertain about which channel is appropriate for your message, do your best and we’ll provide feedback if needed. You can find descriptions for each Slack channel in our workspace by clicking on the channel and then selecting the channel name at the top of your screen to view the description.

It’s crucial to adhere to the purposes of each channel and send messages accordingly. This ensures that conversations and communications remain organized and clear for the entire team and our team leaders.

Is it possible to mute or set notifications hours in Slack?

Absolutely, you have the option to mute our Slack workspace if you prefer. We recognize that the volume of messages can sometimes be overwhelming, but please understand that every message is intended to foster teamwork and contribute to your success at Hands N Paws.

If you’d like to mute Slack, you can find more information here. Additionally, you can also choose to mute specific channels instead of muting the entire workspace. Here’s a guide on how to do that.

Why am I unable to access old messages in Slack?

Hands N Paws utilizes the free version of Slack, which comes with certain limitations. One of these limitations is that messages older than 90 days are archived and no longer accessible. To preserve important discussions or information for your future reference, it’s recommended to take screenshots or archive messages/threads in your own records.

I need additional help.

If you have any other general questions about Slack and its system, please consult their comprehensive support center by clicking here.

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The terms of this agreement are as follows: “Client” refers to you, “Company” refers to us (Hands N Paws), “Team Member” refers to the person from our team providing services for  your pets, and “Team Members” refers to the Hands N Paws team as a whole.

EMERGENCY VETERINARY TREATMENT & CLIENT RESPONSIBILITY POLICY

It is important to inform Hands N Paws of any specific emergency instructions or medical conditions related to Client’s pets. This will help ensure the safety and well-being of pets during emergencies.

In case any of Client’s pets need emergency veterinary treatment, Team Member will contact the designated vet on file and/or a local emergency vet. Team Member will also communicate with Client and/or emergency contacts regarding the situation.

Client gives permission to Team Member to transport the pet(s) to a veterinary clinic and/or make treatment decisions (except for euthanasia), especially if it’s a life-threatening emergency and/or Client cannot be immediately reached. Client is responsible for any veterinary fees incurred. 

Client releases Hands N Paws from any liability for any damage or harm to pets or property that occurs beyond the reasonable control of Team Member during the provision of emergency veterinary care. 

PET VACCINATION, LICENSING, AND IDENTIFICATION POLICY

To comply with local laws and ordinances, it is required that all pets have the appropriate vaccinations and licenses before Company begins services. For further information on these requirements, please visit the Ohio State Bar Association’s website at https://www.ohiobar.org/public-resources. Client should also check with his/her veterinarian to determine which vaccinations/shots the pet requires. 

For safety reasons, we encourage all dogs and cats to wear an ID tag or collar that includes name and contact number while Team Member is working with them.

SECURE ACCESS & LOCKBOX POLICY

To ensure access to Client’s home during scheduled services, Hands N Paws requires that Client purchases a lockbox and places a spare house key(s) inside of it for Team Member to use. Client can purchase the lockbox on Hands N Paws’ website by clicking Buy Your Lockbox. Once it arrives, the lockbox should be programmed with a unique four-digit code. The lockbox should then be placed on the main door handle or in another secure location, and the lockbox code and location information must be entered in the Client’s account on Precise Petcare.

Alternatively, Client may elect to provide a code for entry via a garage door or electronic keypad and if so, must enter all necessary codes in Precise Petcare. Client is strongly encouraged to purchase a lockbox, however, to ensure that Team Member can access pets at all times during scheduled services, especially in situations where the power goes out or batteries die and Team Member need alternative access to the home.

CLIENT COMMUNICATION & PRIVACY POLICY

All Team Members have access to Clients phone number, but are instructed to only use them when necessary or for urgent purposes during services with pets. Hands N Paws prioritizes the privacy and confidentiality of phone numbers as personal information.

All correspondence between Client and Team Member should be centered around Client’s pets and the services provided. If Client has inquiries regarding scheduling, cancellations, app-related matters, or any company-related concerns, these are to be directed to the Company via the office number: (614) 636-6644. The Company’s client support team is available during office hours, Monday through Friday, 9am-5pm. We are closed on Saturdays, Sundays, and Federal Holidays. The Company will make contact with Client outside of office hours should there be any urgent need for communication.

PET INFORMATION ACCURACY & ACCESSIBILITY POLICY

In order to provide the best possible service to pets, it is crucial that Client provides Team Member with detailed and up-to-date information regarding their pets. This information should be accurate, complete, and accessible through the Client’s account in Precise Petcare. Team Members can only work on the basis of the information that is available to them through the Client’s account in Precise Petcare. Likewise, Client acknowledges that the accuracy and comprehensiveness of the information they provide directly impacts the quality of the services delivered. Client, therefore, takes full responsibility for any consequences that arise from inaccurate, incomplete, or outdated account information.

FLEXIBLE SERVICE ARRIVAL TIME POLICY

Arrival times for services occur within a two-hour period. Team Members are unable to guarantee exact arrival times due to various factors that may affect scheduling and travel times. To accommodate these considerations, we use time blocks rather than specific times. Client will see this in the dropdown menu when Client selects Arrival Time in the request service form within their Client account.

While Team Members understands that Client may have preferences regarding arrival times, it is essential to acknowledge that Team Members cannot guarantee meeting those specific requests. Flexibility is needed in order for Team Members to accommodate for needs of other Clients on schedule.

SERVICES & PRICING

For the most up-to-date and detailed descriptions on service offerings, please visit our website at www.myhandsnpaws.com.

SERVICE SURCHARGE POLICY

The following service surcharges may apply under certain conditions:

Last Minute Service: A fee of $15 per service will be charged for bookings made with less than 24 hours’ notice.

Holiday Service: A fee of $20 per service will be applied for services provided on the following holidays: New Year’s Day, Easter, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Eve, Christmas Day, New Year’s Eve.

Additional Pets: Base pricing for services includes up to 2 pets. For each additional pet beyond the initial two, an additional fee of $7 per pet will be added.

*Additional fees may apply, as discussed/negotiated between Company and Client. 

SERVICE REQUEST APPROVAL & AVAILABILITY POLICY

Hands N Paws strives to accommodate as many service requests as possible. However, the approval of service requests is subject to the availability of Team Members. Upon submitting a service request, Client will receive a confirmation or declination email/notification indicating whether Hands N Paws can fulfill the requested work. Sometimes, this may take up to 48 hours or more.

If a service request is declined, we encourage Client to explore alternative options or contact our dedicated client support team for further assistance. Company is here to help and find the best solution for all pet care needs.

MEET N GREET POLICY

To ensure a personalized experience for new Clients, Hands N Paws requires a virtual or in-person Meet N Greet before getting started with pet services. These meetings allow us to connect with and onboard Clients and discuss their pet care needs.

All virtual Meet N Greets are free of charge. All in-person Meet N Greets come at a $50 cost. Meet N Greets are no more than 30 minutes in length.

New Clients can book their Meet N Greet on our website at www.myhandsnpaws.com. Existing Clients can book their Meet N Greet in their designated client account in Precise Petcare.

PAYMENT & BILLING POLICY

Payment Method: All services with Hands N Paws are to be paid for using a credit or debit card. All major cards, including Visa, Mastercard, Amex, and Discover are acceptable. Client can securely add and store card information within their Client account. Adding and keeping a valid credit card on file is a requirement for requesting any services with Hands N Paws.

Ongoing Services: For services scheduled as ongoing, Client will be automatically charged every Friday for the previous 7 days’ worth of completed, canceled, and in-progress services.

Non-Ongoing Services: For services not scheduled as ongoing, a 50% down-payment will be charged on the day the services are accepted and confirmed. An invoice will be sent immediately. Client has until the date of the last confirmed service to manually pay the remaining balance on the invoice. If manual payment is not made, the remaining total will be automatically charged to the card on file on the date of the last service day on that invoice.

Declined Payments: In the event of a declined auto-charge, Client will be promptly notified. After the first declined charge, Client has a 24-hour grace period to rectify the issue. In the case of a second declined attempt, a late fee of 10% of the invoice total (minimum $10) will be added. Client must be attentive to emails regarding overdue notices.

Payment Terms: Hands N Paws will be paid the agreed-upon amount as discussed, with no exceptions, unless our Cancellation Policy (outlined below) applies and the Client receives a refund in the form of an Account Credit(s). In emergency circumstances, a refund may be issued as transferable credit(s) back to the Client’s card.

Additional Fees: Client may be charged additional fees if Team Members are instructed to, or determine the need to, purchase items for the pet(s) while under the care of Hands N Paws. These items may include pet food or treats, litter or cleaning supplies, transportation to the vet, or emergency expenses for the general care of the pet(s). Hands N Paws and/or Team Member will consult with Client before making any purchases, and will retain and share any receipts as proof of purchase.

SERVICE CANCELLATION/REFUND POLICY

When Client schedules services with Hands N Paws, the Company has likely turned down other work so as to devote our time to the work requested from said Client.

Client understands and accepts the Company cancellation/refund policy as outlined below:

– 100% refund is issued as Account Credit if cancellation is made at least 48 hours prior to the scheduled service(s).

– 50% refund is issued as Account Credit if cancellation is made at least 24 hours prior to the scheduled service(s).

– NO refund is issued for same-day cancellations/less than 24 hour notice.

PLEASE NOTE: Refunds are NOT transferable. Should Client be eligible to receive an Account Credit (based on terms above), that will be auto-added to his/her account and applied to the very next invoice with us.

SERVICES TERMS

Hands N Paws agrees to provide the services stated in this contract in a reliable, caring, and trustworthy manner. In consideration of these services and as an express condition thereof, Client expressly waives and relinquishes any and all claims against Hands N Paws arising out of or relating to the provision of services hereunder, except those arising from gross negligence or willful misconduct on part of Hands N Paws.

Client understands and acknowledges that the environment in which they are requesting Hands N Paws to complete services is reasonably sanitary and safe. If it is determined that home conditions are unsanitary and/or unsafe at any point in the working relationship, Company will make it known to Client. Action will be taken accordingly thereafter.

Additionally, Hands N Paws will not terminate during a period of scheduled service unless Hands N Paws determines, at their sole discretion, that a serious danger exists to the health or safety of Team Members or pets. If such concerns preclude Hands N Paws from providing further care for the pets, Client agrees to pay for their pet to be boarded at a boarding facility or taken under the care of another party until Client returns. All attempts will be made to notify Client and/or emergency contacts regarding such situations.

Client understands and acknowledges that he/she is responsible for letting Hands N Paws know of anyone who has access to their home during the duration of services booked. Client releases and holds Hands N Paws harmless of all loss, expense, and damage caused by any third-parties entering Client’s home at that time.

CONTRACT TERMS

This contract will take effect upon digital signature by Client (clicking “Agree & Submit” below) and will remain in effect until terminated by either party. Client may make online reservations for additional services at any time during the terms of this contract, as subject to Hands N Paws availability. All scheduled services will be governed by all the terms of this contract.

Client acknowledges that by signing below, he/she is providing written approval for the provision of services by Hands N Paws during any service period scheduled by Client and confirmed by Hands N Paws. Upon service confirmation, Hands N Paws will be authorized to enter Client premises and perform services without additional signed contracts and/or written authorizations.