T3: Alleged-Inappropriate Texting/Contact After Session

Use Case: 

• Provider reaches out to customer after session or vice versa (Alleged inappropriate texting or contact)

Response:

• CS Reply - "Thank you for letting us know. We are notifying our Trust and Safety team now. Please do not engage with the client/patient.

Action: 

• Trust and Safety action: If the provider is texting customer inappropriately, Create Provider Review and include the text messages in the report. Block the provider and/or place the provider on a DNB safety hold if warranted. 

  
  If a customer is texting inappropriately, block the customer and create a Customer Review report.
  

  If one Party is complaining about harassment, TS calls. (link to protocol here)