Hygiene T3 Escalation

Tier 3 — Significant Hygiene or Sanitation Concern

Use Case - Conduct or conditions that may create a meaningful health risk, materially interfere with the service, or reflect a significant or repeated hygiene concern.

Examples -

• Provider's nails are excessively long and may cause harm, but no severe injury is reported

• Severe body odor

• Provider smells like alcohol, smoke, or marijuana

• Customer's home is excessively dirty

• Rash

• Ticks

• Bed Bugs

• Oozing/Open Wounds

Handle Protocol - Send an appropriate transfer message and escalate in Slack per T3 escalation path. Ensure a proper handoff is made (see below).

Transfer messages -

• CS Transfer to T&S Client Reports- ProviderBehavior Concerns- SENSITIVE

Hello {{customer.firstName}},

Thank you for taking the time to report your concerns. Your safety is important to us, and we have forwarded your feedback regarding (PROVIDER FIRST NAME LAST INITIAL) to our Trust & Safety team for careful review. Please be assured that your feedback will not be shared with the client/patient.

• CS Transfer to T&S Provider Reports- Client Behavior Concerns- SENSITIVE

Hello {{customer.firstName}},

Thank you for taking the time to report your concerns. Your safety is important to us, and we have forwarded your feedback regarding (CLIENT FIRST NAME LAST INITIAL) to our Trust & Safety team for careful review. Please be assured that your feedback will not be shared with the provider.