HPS Contractor Training – Section 7: Scheduling & Visit Management

Welcome!
This section explains how to handle assigned visits, follow schedules accurately, and maintain communication so every client experience is seamless and professional.

🎯 Learning Objectives

By the end of this section, you will:

• Understand how to follow your accepted schedule and confirm visits
  
  

• Use TTP to acknowledge accepted services and manage timing
  
  

• Know how to handle late arrivals, missed visits, or changes
  
  

• Maintain accurate and detailed Report Cards
  
  

• Follow procedures that protect client property, pets, and HPS
  
  

🐾 Following Your Schedule

• Always check your TTP App/Scheduler before starting your day and hit the red “Acknowledge Your Schedule” button at the top.
  
  

• Note any special instructions, timing flexibility, or client notes.
  
  

• Follow start/stop timer procedures in TTP for each visit.
  
  

• Communicate promptly with HPS if you encounter a conflict, delay, or emergency — the faster we know, the easier it is to cover.
  
  

💬 Client Communication During Visits

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

• If a client contacts you directly, redirect them to the proper HPS channels: TTP chat or Band for team questions.
  
  

• Only communicate updates, questions, or concerns — do not make unilateral scheduling decisions.
  
  

⚠️ Handling Delays or Issues

• Check client notes for timing flexibility if running late.
  
  

• If no note exists, message the client with your ETA.
  
  

• Document any unexpected events in the TTP Report Card.
  
  

• Contact HPS Management immediately for urgent incidents, emergencies, or pet safety concerns.
  
  

📌 Band App Use for Scheduling Awareness

• Band is not used to manage timing or client updates, but you can check it for available/unassigned requests if you want extra opportunities.
  
  

📸 Reporting & Documentation

• Complete a detailed Report Card for every visit.
  
  

• Include start/stop times, photos, videos, and observations.
  
  

• Highlight positive pet behaviors first, note any concerns only when necessary.
  
  

• Reference any relevant client instructions or uploaded documents.
  
  

💡 Tips for Success

• Review client profiles, notes, and instructions before each visit.
  
  

• Stay on top of your Scheduler in TTP to prevent missed or delayed visits.
  
  

• Fast communication with HPS prevents coverage gaps and miscommunication.
  
  

• Keep communication consistent with HPS standards to protect yourself, the pets, and client trust.