Teamwork · Module 13
Support, Escalation & Team Communication
Pause, ask, clarify, and keep the team informed.
Something is not quite right
Pause the task
Do not guess when gear, medication, notes, or behavior seem wrong.
Ask in #help
State the facts; teammates reply in the original thread.
Verify with the parent
For conflicting care information, the pet parent is the gold standard.
Update the profile
Give the confirmed answer to a manager for the next visit.
Pause and clarify · not an emergency
- • Required leash, harness, key, food, or other gear cannot be found.
- • Medication label, amount, timing, or directions do not match the profile.
- • An owner's note conflicts with Precise Petcare.
- • A pet seems mildly sluggish or different, but is responsive and stable.
- • Instructions are incomplete, outdated, or open to interpretation.
Call now · true emergency
- • Seizure, collapse, unresponsiveness, severe breathing trouble, or uncontrolled bleeding.
- • An escaped or missing pet.
- • Fire, smoke, suspected gas leak, break-in, or immediate danger at the home.
- • Any rapidly worsening situation in which waiting for Slack could cause harm.
Emilee 804-677-9561
By the end, you can…
- ✓ Use #help for non-emergency support.
- ✓ Know when the pet parent must clarify instructions.
- ✓ Move verified changes to a manager.
- ✓ Call instead of posting during an emergency.
The big idea
When something is not quite right but no person, pet, or property is in immediate danger, pause the task and gather the facts. Use the #help channel so teammates can respond in a thread. If the question involves an owner’s unclear note, conflicting care instructions, or medication, obtain clarification from the pet parent through the approved communication method before proceeding.
Previous journals and team knowledge can provide useful context, but the pet parent is the gold standard for their pet’s current care. Once new information is confirmed, send it to a manager so the Precise Petcare profile can be updated before the next visit.
Watch out
A common mistake is treating a teammate’s memory or an old journal as permission to override the pet parent’s current, verified instructions.
Wags tip
Use #help to solve together, the pet parent to verify care, and a manager to preserve the answer in the profile.
Ready-to-use takeaway
Choose the right communication path when something is unclear, concerning, or unsafe.
Knowledge check
An owner’s note conflicts with the medication instructions in the profile. What should you do?