T3: Suspected Substance Abuse with Incident

Use Case:

• Suspected Substance Abuse/Intoxication with incident (ex: he tried to get in my car as I left; “he said really creepy things”; “I’m really shaken”)

Response:

• We support your decision to leave the appointment immediately if you have not already.  We are notifying our Trust and Safety team.

CS - Do not engage.

Action:

• Trust and Safety sends customized message.

  Trust and Safety is to call the provider to confirm contact. Take a report following the T+S Call Protocol linked here. Create a Customer Review. 

   

  CS - Block Customer. Wait for T/S to make final call on refunding credits and cancelling membership.

  Escalate to T+S immediately via slack channel, phone call or text.