HPS Contractor Training – Section 2: Policies & Procedures

Welcome to the Policies & Procedures section of your HPS Contractor Training!
At Houston Pet Sitters, our reputation depends on reliability, professionalism, and trust. These procedures are designed to keep pets safe, clients confident, and contractors protected.

By following these standards, you help maintain the level of excellence that makes HPS Houston’s premier in-home pet care team.

🎯 Learning Objectives

By the end of this section, you will:

• Understand HPS visit procedures and timing expectations
  
  

• Know how to communicate properly with clients and management
  
  

• Follow incident reporting and safety guidelines
  
  

• Maintain professional standards in appearance and behavior
  
  

• Complete an acknowledgement confirming your understanding
  
  

🕒 Scheduling & Visit Procedures

• HPS sitters arrive at the scheduled time listed in the app. If running late, message the client directly in the app chat log. A simple message saying you are running a little late and an updated ETA works really well to keep clients' mind at ease.

• If a service is noted as flexible, then you can start the visit anytime inside the window of arrival, no need to message client.
  
  

• Use Start Timer at arrival to begin your visit and open the Report Card.
  
  

• Complete the Report Card using Stop Timer to end the visit; review details, add media, and finalize before submitting.
  
  

• Review client instructions in the app (including access info) before entering the home.
  
  

• Double-check all doors, gates, and alarms are secured before leaving.
  
  

💬 Communication Protocol

• Use professional, courteous language in chats and report notes.
  
  

• Report urgent issues (injuries, safety concerns, access problems) to HPS Management immediately.
  
  

• Do not discuss payment, policy exceptions, or service adjustments with clients — management handles these.
  
  

• Always submit a Report Card after each visit to maintain client trust.
  
  

🚨 Safety & Incident Reporting

• Contact HPS Management immediately for any incidents involving pet illness, injury, or escape.
  
  

• Document the situation clearly: time, location, pet name, and actions taken.
  
  

• Never promise specific resolutions to clients; HPS handles follow-up.
  
  

• Keep your phone charged and accessible during visits.
  
  

👕 Professional Conduct & Dress Code

• Maintain a neat, clean, and professional appearance suitable for active pet care.
  
  

• Wear closed-toed shoes for safety; clothing should not be revealing or offensive.
  
  

• Company-branded attire is optional if provided.
  
  

• Photos of pets are welcome, but protect client privacy: avoid showing homes, addresses, or personal info.
  
  

• Treat every home and pet with respect and care.
  
  

🐾 Service Scope & Professional Boundaries

• HPS contractors are trusted to provide the services the client scheduled and follow the instructions provided in the app.

• Our role is to provide professional care based on the client’s plan — not make changes based on personal preference or assumptions.

• Unless specifically approved by HPS Management and the client, do not:

  • Take pets on personal outings, errands, or restaurant trips.

  • Transport pets in your personal vehicle.

  • Add activities outside the scheduled service.

  • Provide extra food, treats, or changes to a pet’s routine unless specifically instructed.

  • Change equipment, routines, or care instructions without approval.

• When in doubt, ask HPS Management before making a change. Asking first is always encouraged.

💡 Tips / Did You Know

• On-time visits and quality Report Cards are the two biggest factors in client satisfaction.
  
  

• Detailed documentation protects both you and HPS if questions arise later.
  
  

• Quick app chat communication builds client confidence.
  
  

• Safety gear (closed-toe shoes, gloves, leashes) keeps you protected and professional.

Before continuing, make sure you've clicked "Submit" on the quiz above. You should see "Your response has been recorded."