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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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By signing this agreement, you confirm that you’ve read, understood, and agreed to the policies below. Your signature also allows us to add your email to our mailing list (you can change your preferences anytime).

Key Terms
– Client = You
– Company = Hands N Paws
– Team Member(s) = Our pet care professionals

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Emergency Care Policy
You’re responsible for providing emergency instructions and medical details for your pet. Otherwise, we’ll contact your vet or an emergency clinic in case of an emergency. Team Members may make urgent care decisions (excluding euthanasia) if immediate action is needed. You’re responsible for any veterinary costs, and Hands N Paws isn’t liable for circumstances beyond our control.

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Home Access Policy
A lockbox with a spare key is required to ensure we can access your home. Garage or keypad codes are okay but don’t replace the need for a lockbox. Provide clear access instructions in your account notes. If entry is complicated, email us a video walkthrough to avoid delays. Our priority is your pets, not troubleshooting access!

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Cancellation Policy
We get it—plans change! Here’s our policy:
– 48+ hours notice: 100% refund as Account Credit.
– 24-48 hours notice: 50% refund as Account Credit.
– Less than 24 hours: No refund.
Refunds are issued as Account Credits and auto-apply to your next invoice.

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Safe & Sanitary Environment
You understand and agree that the environment in which we provide services is reasonably sanitary and safe. If we determine that your home is unsanitary or unsafe, we’ll let you know and take appropriate action, which may include stopping services.

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Service Termination Policy
In rare cases, if we believe there’s a serious danger to the health or safety of our Team Members or your pets, we may terminate services during a scheduled period. If this happens, you agree to cover the cost of boarding your pet or arranging alternative care until you return. We’ll do our best to notify you and/or your emergency contacts in these situations.

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Third-Party Access Policy
You’re responsible for letting us know if anyone else will have access to your home during the scheduled services. Hands N Paws is not liable for any loss, expense, or damage caused by third parties entering your home during this time.

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Vaccination, Licensing & ID Policy
Before services begin, all pets must:
– Be up-to-date on vaccinations and local licensing.
– Wear an ID tag with your contact info or be microchipped for identification.

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Pet Safety Policy
For everyone’s safety, dogs must remain leashed during walks. Off-leash walks are strictly prohibited.

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Accurate Pet Information Policy
Keep your pet’s info in your account accurate and up-to-date. Every three months, you’ll be prompted to review and confirm your pet’s details before being able to request services. Hands N Paws isn’t responsible for issues caused by outdated or incorrect information.

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Provide Visuals Policy
For complex routines or home entry instructions, please record a video and email it to us. A visual guide helps us better understand your needs and ensures smooth service delivery.

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Flexible Arrival Times
Services are scheduled within a two-hour arrival window to accommodate travel and other clients. While we’ll do our best to meet your preferred times, exact arrival times can’t be guaranteed.

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Trial Visits
For extended pet care (e.g., vacation services), we require a Trial Visit while you’re still in town. This helps ensure your pet is comfortable with our team before committing to long-term care.

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Service Request Approval & Availability
We do our best to accommodate all requests, but approval depends on Team Member availability. After submitting a request, you’ll receive an email confirmation or declination within 48 hours. If declined, we’ll work with you to explore alternatives.

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Communication Policy
Team Members will update you on your pet’s care through post-service journal entries in your account. If they have urgent questions during a service, they’ll call you using the number on file. If you receive a Team Member’s personal number, please don’t use it freely. Keep all communication in your account by responding to journals, updating service notes, or, if needed, contact our main office.

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Team Appreciation
Our Team Members work hard to care for your pets, and a little appreciation goes a long way! Feel free to leave kind journal comments, rate services, or tip for exceptional care. It means the world to us!

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Meet N Greets
A Meet N Greet is required before starting services to ensure we understand your pet’s needs and provide the best care.
– Virtual Meet N Greets: Free.
– In-Person Meet N Greets: $50.
New Clients can schedule at *www.myhandsnpaws.com*; Existing Clients can book through their account.

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Pricing & Surcharges
Visit *www.myhandsnpaws.com* for the most up-to-date pricing. Additional fees may apply in certain situations:
– Last-Minute Services: $15 for requests made within 24 hours.
– Holiday Services: $20 per service on major holidays.
– Additional Pets: $7 per pet beyond the first two.
– Service Adjustments: Fees may apply if additional time or tasks are required.

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Payment & Billing
We accept all major credit/debit cards (Visa, Mastercard, Amex, Discover). A valid card must be stored securely in your account.
– Ongoing Services: Auto-charged every Friday for the previous week’s services.
– One-Time Services: 50% deposit charged upon confirmation; the rest is due by the last service date (auto-charged).
– Declined Payments: You’ll be notified immediately and have 24 hours to resolve it. A 10% late fee (minimum $20) applies after a second declined attempt.

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Contract Terms
This agreement starts when you sign it and continues until either of us ends it. You can book additional services online anytime, depending on availability. By signing, you authorize Hands N Paws to enter your home and care for your pets without needing extra contracts for confirmed bookings.

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Thanks for trusting Hands N Paws with your furry family! 🐾