HPS Contractor Training – Section 5: Communication & Professional Conduct

Welcome to the Communication & Professional Conduct section!

This section covers client communication, post-visit reporting, and professional boundaries to ensure consistent, high-quality service that protects you, the client, and HPS. Following these guidelines keeps clients happy, maintains insurance and payroll integrity, and strengthens HPS’s brand as a premium pet care provider. 

🎯 Learning Objectives

By the end of this section, you will:

• Understand proper channels for client communication
  
  

• Know how to maintain professional boundaries and defer decisions appropriately
  
  

• Follow HPS standards for thorough, engaging, and branded visit reports
  
  

• Ensure all visits are properly recorded for payroll and accountability
  
  

• Recognize situations where HPS management should handle decisions or client requests
  
  

• Complete an acknowledgement confirming your understanding
  
  

💬 Off-Platform Communication

• All scheduling, updates, and service-related communication must occur through TTP chat logs.
  
  

• Avoid texting or emailing clients directly; this maintains insurance coverage, accurate pay, and clear records.
  
  

• If a client contacts you outside of TTP, acknowledge their message but defer: “I’ll note that and let HPS confirm.”
  
  

• Always reference client notes, profile details, and instructions in TTP to ensure alignment.
  
  

📱 Messaging HPS Management

• Reply directly to messages you receive from HPS using the Text Only number: 346-480-6719.
  
  

• Use TTP or Band for questions, guidance, or reporting client-related observations.
  
  

• Always double-check Visibility settings in TTP when sending messages about specific clients — choose Admin & Staff Only or Admin Only as appropriate. Keep confidential and sensitive information outside of any Client messaging to avoid accidental exposure to internal communications.
  
  

📌 Professional Boundaries

• Do not finalize, approve, or reject client requests independently.
  
  

• Examples of decisions to defer: confirming visit end times, adjusting schedules, or declining suggested services.
  
  

• Your role is to observe, report, and follow procedures, leaving approvals to HPS management.
  
  

📝 Reporting & Visit Documentation

• Report Cards must be thorough, branded, and reflect visit quality. Include:
  
  

  • Photos and videos of pets enjoying activities
    
    

  • Notes on behavior, health, and energy levels
    
    

  • Positive highlights and relevant concerns (only include negative if it impacts care or safety)
    
    

• Avoid generic language like “The walk went well”; clients expect specific, engaging updates.
  
  

• Complete all TTP timer actions (Start/Stop) accurately for each visit to prevent payroll discrepancies.
  
  

⚙️ System Compliance

• Always follow Time To Pet (TTP) procedures by using Start Timer and Stop Timer for each visit.
  
  

• Confirm any service changes, cancellations, or issues through TTP to ensure accurate records.
  
  

• Use Band or TTP to ask questions, request guidance, or collaborate with the HPS Management Team and other sitters.
  
  

• When asking about specific client-related questions, you may:
  
  

  • Send a message in that client’s Chat Log, and change Visibility to “Admin & Staff Only” or “Admin Only” so the client does not see it.
    
    

💡 Tips for Success

• Keep HPS as the central communication hub; do not independently negotiate or approve changes.
  
  

• Use clear, professional, and friendly language in all client-facing and internal updates.
  
  

• Include photos, videos, and notes that make clients feel present with their pets.
  
  

• Double-check that all reports are complete before submitting — quality reporting reinforces professionalism and client trust.
  
  

• Reach out to HPS management if unsure about a message, decision, or request; we are here to support your success.
  
  

• Always double-check Visibility settings before sending a message in TTP to ensure it’s seen only by the intended audience.