Policies and Procedures

Safety

  • 1.  First Aid Kits: Have well-stocked first aid kits accessible in all training areas.

    2.  Incident Report Form: Fill out incident report form on website to document any injuries that occur.

  • For Dogs:

    1.  Immediate Action: If a dog is injured, immediately remove the dog from the group to prevent further injury.

    2.  First Aid: If the injury is severe, request the owner contact a veterinarian immediately.

    3. Incident Report: Fill out an incident report detailing the injury and the actions taken.

    4.  Follow-Up: Check in with the client after the incident to ensure their dog is recovering well.

    For Clients:

    1.  Immediate Action: If a client is injured, stop the class and assess the severity of the injury.

    2.  First Aid: Provide first aid if needed. If the injury is serious, call emergency services.

    3.  Incident Report: Fill out an incident report detailing the injury and the actions taken.

    4.  Follow-Up: Check in with the client after the incident to ensure they are recovering well.

    For Staff:

    1.  Immediate Action: Staff should inform the lead trainer or manager if they are injured.

    2.  First Aid: Provide first aid as needed. If the injury is severe, call emergency services.

    3.  Incident Report: Fill out an incident report detailing the injury and the actions taken.

    4.  Follow-Up: Ensure that the injured staff member receives appropriate medical attention and follow-up.

  • For Dogs:

    1.  Immediate Action: Stop the lesson and assess the dog’s injury.

    2.  First Aid: If the injury is severe, request the owner contact a veterinarian immediately.

    3. Incident Report: Fill out an incident report detailing the injury and the actions taken.

    4.  Follow-Up: Check in with the client after the incident to ensure their dog is recovering well.

    For Clients:

    1.  Immediate Action: Stop the lesson and assess the client’s injury.

    2.  First Aid: Provide first aid if necessary. For serious injuries, call emergency services.

    3. Incident Report: Fill out an incident report detailing the injury and the actions taken.

    4. Follow-Up: Check in with the client after the incident to ensure they are recovering well.

    For Staff:

    1.  Immediate Action: Notify the client and call for assistance if a staff member is injured.

    2.  First Aid: Administer first aid and call emergency services if necessary.

    3.  Incident Report: Fill out an incident report detailing the injury and the actions taken.

    4.  Follow-Up: Ensure that the injured staff member receives appropriate medical attention and follow-up.

  • For Dogs:

    1.  Immediate Action: Assess the dog’s injury and administer first aid if necessary.

    2.  Veterinary Care: If the injury requires veterinary attention, transport the dog to the vet and inform the owner.

    3.  Owner Notification: Notify the owner as soon as possible about the injury and the steps being taken.

    4. Incident Report: Fill out an incident report detailing the injury and the actions taken.

    5. Follow-Up: Keep the owner updated on the dog’s condition and recovery.

    For Staff:

    1.  Immediate Action: Notify other staff members and the manager if a staff member is injured.

    2.  First Aid: Administer first aid and call emergency services if needed.

    3.  Incident Report: Fill out an incident report detailing the injury and the actions taken.

    4.  Follow-Up: Ensure the injured staff member receives appropriate care and follow-up.

  • Incident Report Form

Client Interactions

  • Paws and Possibilities is dedicated to helping families build the relationship with their dog that they’ve always hoped for. Our approach has been shaped by years of experience, thousands of successful clients, and strong referrals from veterinarians, pet professionals, and past clients.

    We achieve consistent results by distinguishing between obedience behaviors and manners. Our goal is to teach dogs how to make good choices on their own instead of needing constant micro management. A strong relationship between each dog and their family is at the center of everything we do, and our methods are tailored to the individual needs of each dog and household rather than using a one size fits all approach.

    We highlight correct choices with tools like clickers, verbal praise, petting, toys, and attention. When a dog needs guidance, we rely on fair and appropriate feedback, which might include withholding attention, spatial pressure, a squirt bottle, or other suitable tools. Any tool we recommend must be used correctly, consistently, and with fairness.

    Our programs cover obedience, manners, leadership, impulse control, loose leash walking, and any additional skills a family needs to meet their goals. Clients have the freedom to create a training plan that fits their lifestyle, and there is no judgment about the structure that works best for their household. When a dog is well behaved, families feel more relaxed, confident, and able to fully enjoy life with their dog.

    This methodology guides everything we teach and ensures that both dogs and owners succeed together

  • If a staff member notices that a dog may not be receiving care it needs, whether related to medical issues, grooming, or general wellbeing, the concern should be approached with care and sensitivity. These conversations should always be done privately, away from other clients, to prevent embarrassment or defensiveness.

    Staff should approach the owner gently and avoid assuming the worst. Asking thoughtful, open ended questions can help you understand the situation more fully and give the owner space to share context. If the owner seems resistant, uncomfortable, or unwilling to discuss the concern further, please communicate this to the team so we can follow up as needed.

    Our goal is to support both the dog and the owner while maintaining respect, compassion, and professionalism at all times.

  • Handling Concerns or Complaints
    • If a client raises a concern or complaint, handle it calmly, professionally, and respectfully.
    • Listen carefully and clarify if needed, but do not argue or escalate the situation.

    Notifying Management
    • Notify management so the team is aware and can provide guidance.

    Creating a Client Note
    • If the concern or issue pertains to all staff (important info about the dog or client), notify management and create a client note.
    • Open the client profile in the app or on the web.
    • Click Clients, search for the client, then go to Notes and select + New Note.
    • Make sure Staff Eyes Only is selected (double-check before saving).
    • Include your initials, the date, and a detailed note about the concern or complaint.
    • Press Save to ensure the note is recorded.

  • Client Pick-Up of Purchased Items
    • If a client has already purchased an item, they must show a receipt before picking it up in class.

    Processing a New Purchase
    • Staff can process purchases on the client’s behalf through the phone app.
    • Steps to process a purchase:

    1. Go to the Store button in the app.

    2. Type in and select the client’s name.

    3. Search for the item the client wants.

    4. Click Add for the item.

      • If the item has variables (size, color, etc.), select the correct option.

    5. Click Add to Cart.

      • Check the top-right corner for the cart icon.

      • Click the cart and then Payment.

    6. Select Virtual Terminal as the payment method.

    7. Click Complete to finalize the purchase.

      • Confirm Purchase Completed Successfully appears.

    8. Click Email Receipt to send the client a copy.

    9. Click Complete to finish the transaction.
      • If at any point there is confusion, notify management immediately so they can process the payment.

    Training and Item Use
    • Staff must demonstrate and explain proper use of any tool or item before giving it to the client.
    • Only a trainer may train a client on items unless an apprentice or assistant is specifically authorized or supervised by a trainer.

Classes

  • Clocking In and Out:
    Employees must clock in no more than 15 minutes before the start of their scheduled shift and clock out no later than 15 minutes after the end of their shift.

    Exceptions:
    Notify Samantha at 410-562-3884‍ ‍within 48hrs for approval on a case by case basis.

    Unreported Time Adjustments:
    Staff members have the ability to adjust their clock-in/clock-out times on their Wellnessliving profile under “Manage Time Clock’”. Make sure all adjustments are made before the end of the month. This ensures accurate payroll and adherence to company procedures.

    Any time entries outside of this approved window that have not been reported may be adjusted to reflect your scheduled start or end time.

  • Getting Coverage:
    If you are covering/getting a shift covered by another team member, text Samantha at 410-562-3884 to let her know. Samantha will update the change in our scheduling system.

    Requesting Coverage:
    If you need coverage for a class, complete the Coverage Request below.

    Picking Up Coverage:
    Team members who are available to pick up coverage can view and claim open shifts below.

    Resources:
    Follow the steps in the video included in Video Library

    Video Title
    Shift Coverage Requests & Claiming Shifts

  • Call-Out Procedure:
    If an employee needs to miss a scheduled class or shift with 24 hours or less notice, the following steps must be taken:

    All Employees:

    Call Samantha at 410-562-3884 to report the absence.

    If you cannot reach Samantha or must leave a voicemail, send a text message to the same number with your name and scheduled class you will be absent from.

    Weekend Absences:

    Samantha is not available on weekends.

    If it is the weekend and you are an assistant, contact the trainer for your class directly.

    If it is the weekend and you are the trainer, contact Kim at 410-320-7885.

    In both cases, you must still send a text message to Samantha at 410-562-3884 so she is aware of the change once she returns.

    Tardiness Procedure:
    If an employee anticipates being more than 5 minutes late to a scheduled class or shift:

    Call Samantha at 410-562-3884 as soon as possible to report the delay.

    If you cannot reach Samantha by phone, call Kim at 410-320-7885 to report the delay, and still send a text message to Samantha.

  • Outdoor Classes:
    Outdoor classes are weather and temperature dependent. A class can be canceled if any of the following conditions are expected at the start time of class, based on information from the Weather Channel app:

    • 80% or higher chance of inclement weather (such as thunderstorms or heavy rain)

    • Predicted temperature of 88°F or higher

    • Predicted temperature of 40°F or lower

    If these conditions are expected, notify Samantha at 410-562-3884 as soon as possible. Samantha will handle finding an indoor class location or canceling the class in the system, which will automatically notify clients by email.

    If it is the weekend, notify Kim at 410-320-7885 instead, as Samantha is unavailable. Kim will cancel the class in the system.

    Advance Notice:
    Staff should communicate any potential cancellations as early as possible. All class cancellations must be finalized at least one hour before the scheduled start time whenever possible to ensure timely client notification.

    Indoor Classes:
    Indoor classes are not weather dependent and should proceed as scheduled unless otherwise approved.

    General Cancellations:
    If you need to cancel a class for any reason, contact Samantha (or Kim on weekends) before the class. Do not cancel classes directly in the system unless instructed, to ensure accurate communication and record-keeping.

  • Marking No-Shows:
    Clients should only be marked as no-shows at the end of class. This allows time for anyone who may be running late to arrive before attendance is finalized.

    Inclement Weather Exception:
    If there is severe weather but the class is still being held, do not mark any clients as no-shows for that day. This exception ensures fairness when attendance may be affected by unsafe or unpredictable travel conditions.

Team Management & Staff Guidelines

  • • Annual Review: Each staff member will receive a yearly performance review. Management will reach out to schedule a time that works for everyone.
    • Ongoing Check-Ins: Throughout the year, we may schedule one-on-one meetings or include discussions in staff meetings to check in on progress, provide feedback, and address questions.

  • • Purpose: Provide a clear path for staff to raise concerns about colleagues or management.
    • Contact Management: If you experience an issue, reach out directly to Samantha or Kim.
    • Provide Details: Clearly describe the situation so management can address it effectively.
    • Management Review: Management will review the situation and determine next steps.
    • Confidentiality: Keep communications professional and discreet; sensitive issues may only be shared with relevant staff as needed.

  • • Staff are responsible for protecting company records, documents, training materials, and videos.
    • Upon leaving the company, whether through resignation, termination, or other circumstances, staff do not have permission to access, publish, or use any Paws and Possibilities materials.

  • • Purpose: Ensure all staff understand expectations and are held accountable for their actions while maintaining fairness and consistency.
    • Scope: Applies to situations where a staff member is not meeting company policies, procedures, or performance standards.
    • Progressive Approach:

    • Verbal Feedback: Initial issues may be addressed through a private discussion to clarify expectations and provide guidance.

    • Written Warning: If the issue continues or is more serious, a written record will be created outlining the concern, expectations, and any corrective steps required.

    • Further Action: Ongoing issues or serious violations may result in additional management-led actions, up to and including termination if necessary.
      • Documentation: All steps are documented to ensure clarity, transparency, and consistency.

Conduct

  • Professionalism:
    Employees are expected to represent Paws and Possibilities in a professional, positive, and respectful manner at all times. This includes interactions with clients, team members, and the public, whether in person, over the phone, or online.

    Respect and Teamwork:
    Treat all clients, coworkers, and dogs with patience, kindness, and respect. Collaboration and open communication help create a supportive work environment and a positive experience for everyone.

    Punctuality and Reliability:
    Arrive on time and prepared for all scheduled classes, meetings, and shifts. If an unexpected situation arises, follow the appropriate call-out or tardiness procedures.

    Confidentiality:
    Protect the privacy of clients and their personal information. Any client details, training notes, or internal communications should not be shared outside the company.

    Safety and Animal Welfare:
    Always prioritize the safety and well-being of both clients and dogs. Follow all training guidelines, facility rules, and safety protocols at all times.

    Communication:
    Maintain clear and professional communication with clients and team members. Ask questions when unsure about procedures, and notify Samantha promptly if any concerns arise.

    Use of Company Resources:
    Company equipment, materials, and communication platforms should be used responsibly and only for work-related purposes.

  • Professional and Respectful Communication:
    All communication with clients, team members, and management should be professional, respectful, and solution-focused. Whether in person, by phone, text, or email, staff are expected to represent Paws and Possibilities with courtesy and clarity.

    Response Expectations:
    Staff should respond to messages and emails from management within 24 hours whenever possible. If a message is received during non-working hours, respond the next business day. Timely communication helps keep classes, clients, and team coordination running smoothly.

    Weekend and After-Hours Communication:
    Samantha is not available on weekends. If something urgent arises during that time, contact Kim at 410-320-7885. Otherwise, messages sent to Samantha will be reviewed and responded to during normal business hours.

    Client Communication:
    When communicating with clients:

    • Keep all messages friendly, professional, and informative.

    • Do not share personal phone numbers or social media accounts unless approved.

    • If a client asks a question you’re unsure about, let them know you’ll confirm the information and follow up after checking with other team members.

    Internal Communication:
    All staff should use approved company communication channels (such as text, email, or the staff portal) for scheduling, class coverage, and reporting updates. Avoid using personal or group chats for official updates unless specifically approved.

    Reporting Issues or Concerns:
    If any communication concerns arise—such as a difficult client interaction, unclear instructions, or conflict with another team member—notify Samantha at 410-562-3884 as soon as possible for guidance and support.

  • Representation of Paws and Possibilities:
    When posting or engaging on social media, remember that anything connected to your work may be viewed as representing Paws and Possibilities. Employees should always act professionally and in a way that reflects positively on the company.

    Personal Social Media Use:
    Do not share confidential client information, internal policies, or private company details on your personal social media account. Be respectful and mindful when posting photos or videos of clients, dogs, or training sessions. Be sure to get clients permission before posting.

    If a post comes up that doesn’t align with our policies, we may reach out to ask for changes or removal.

    Company Social Media Accounts:
    Only approved staff members may post on or manage Paws and Possibilities’ official social media accounts. Any content representing the company—such as class updates, training videos, or announcements—must be approved by Samantha before being published.

    Interactions with Clients Online:
    Staff should not engage in client-related discussions, training advice, or disputes on personal social media. If a client reaches out through a personal account, politely redirect them to the official communication channels.

    Confidentiality and Privacy:
    Respect the privacy of clients and their dogs at all times. No photos, videos, or identifying information should be shared without permission from the client.

    Positive Engagement:
    When using social media, whether personally or professionally, always communicate with kindness, respect, and positivity. Avoid negative comments or discussions about the company, clients, coworkers, or competitors.

  • Client Information:
    All information regarding clients, their dogs, training plans, schedules, and personal details is strictly confidential. Employees must not discuss client information with anyone outside of approved staff members or management.

    Internal Information:
    Any company documents, internal communications, training materials, or proprietary processes are confidential. Sharing this information with non-staff, external parties, or on personal social media is prohibited.

    Electronic Communication and Records:
    Staff should handle client and company information with care when using email, text, or any digital platform. Never forward, screenshot, or share information that contains personal client details or sensitive company information. Access to client records and training notes is limited to staff members who require it for their role.

    Discussions with Clients:
    When communicating with clients, only share information relevant to their dog and training program. Avoid discussing other clients, staff issues, or internal procedures that are unrelated to their experience.

    Breach of Confidentiality:
    Any intentional or unintentional disclosure of confidential information may result in disciplinary action, up to and including termination. Employees are encouraged to report any accidental breaches immediately so that corrective measures can be taken.

    Commitment to Privacy:
    Confidentiality protects the trust between clients, staff, and Paws and Possibilities. Employees are expected to treat all sensitive information with the highest level of integrity and discretion.

    • Work Shirt or Sweater: All employees must wear the provided Paws and Possibilities work shirt or sweater during shifts. A work shirt or sweater will be provided when you first join. Additional shirts or sweaters may be purchased if desired.

    • Pants: Employees must wear pants suitable for a professional and active environment. Sweatpants or leggings are not permitted.

    • Footwear: Closed-toe shoes are required for all employees at all times.

Addressing Other Training Methods

  • Purpose: Provide staff with guidance for addressing client questions about animal behaviorists while keeping messaging consistent and professional.

    Key Points to Communicate:

    • Who They Are:

      • An Animal Behaviorist is a veterinarian who specializes in behavior problems, often involving medication to address the issues.

    • Our Approach vs. Vet Behaviorists:

      • At Paws and Possibilities, we focus on balanced, practical training techniques to address behavior problems, including resource guarding and challenging behaviors.

      • Unlike vet behaviorists, we cannot prescribe medication. However, training often replaces the need for medication over time.

      • Vet behaviorists usually use only positive reinforcement, which in our experience is insufficient for some behaviors (e.g., resource guarding). Management techniques alone do not resolve these behaviors long-term.

      • Our method reinforces good choices and applies fair, safe corrections for unwanted behavior, leading to successful rehabilitation.

    • Cost Differences:

      • Vet behaviorists are generally significantly more expensive.

    • Recommendations:

      • We do not personally recommend any vet behaviorists, as previous cross-over experiences with clients have not been successful.

      • If a client finds a successful vet behaviorist, we encourage them to let us know so we can keep that resource on file.

    • Support for Clients:

      • Emphasize empathy: Clients are seeking the best for their dog and may feel unsure about options.

      • Reassure them that we are happy to help address their dog’s unique and challenging behavior problems.

    How to Present to Clients:

    • Keep the explanation concise and professional.

    • Highlight our expertise and balanced training approach.

    • Avoid discrediting vet behaviorists directly—focus on differences in training philosophies and approaches.

    • Encourage open communication and offer ongoing support.

    • Philosophy: Relies solely on rewards and reinforcement and avoiding corrections entirely.

    • Common Practices Observed: Ignoring unwanted behaviors, redirecting or distracting dogs, and using rewards exclusively.

    • Potential Concerns: These methods may not address the root cause of unwanted behaviors, and can unintentionally reinforce the behaviors the dog is exhibiting.

    • Staff Guidance: Communicate to clients that while reward-based methods are part of our toolkit, balanced approaches, including fair corrections, are often necessary to produce lasting behavior changes.

    • Philosophy: Emphasizes physical control, dominance, or force to achieve compliance.

    • Common Practices Observed: Use of coercive tools, physical corrections, or punitive techniques to enforce obedience. Techniques may include interference with natural behaviors, physical pressure, or other forceful methods.

    • Potential Concerns: These methods can create stress, fear, or learned helplessness in dogs. It often not address the underlying behavior problem effectively and can create additional behavioral issues. Some methods may be unsafe or misleading for owners.

    • Staff Guidance: Reassure clients that our approach prioritizes clear communication, safety, and long-term behavior modification without causing fear or harm. Explain that there are safer, evidence-based methods that achieve reliable results.

    • Remain professional when discussing other training methods with clients.

    • Avoid disparaging specific trainers or organizations.

    • Emphasize our focus on effective, humane, and balanced behavior modification.

    • Encourage clients to reach out with questions or concerns about different methods they have encountered.

Coverage

Inventory Tracking