Page 12 - Traditions Policies and Procedures

DIVISIONS:

DIV. 7 – LEADERSHIP:
1. Purpose, Vision, Values: Known and agreed to by all
2. Traditions and Standards: Known and agreed to by all
3. Org Board and Hierarchy Chart: Posted, known, and understood by all.

DIV. 1 - HUMAN RESOURCES:
1. Current Staff:
a. Attitude, Dependability, and Skills Scores for each
b. Number of staff/PEI: Ideal Staff Scheduling Spreadsheet
c. Position Agreements Understood and Signed
d. Employee Records: Complete, Current, Legally Sound
e. Employee Contracts: Current and signed
2. Hiring:
a. Ad content for all on-the-floor positions
b. Ad channels for all on-the-floor positions
c. Recruiting Stats: Applicants, H.S., L. I., W. I., Ref Chks,
d. Number “on-deck” for each position
3. Training:
a. Written procedures
b. Level 1 training programs – small bites
c. EDM’s: Routine and scheduled for all
4. Corrections:
a. Based on written policy or procedure
b. With high ARC
c. Proper Judgment: No three-strikes rules

DIV. 2 - INTERNAL MARKETING:
1. Patient Reminder System:
a. Number of routine reminders for dogs and cats
b. Reminder System:
i. Reminder Emails: Which Company? Image? How often?
ii. Reminder Cards: Which Company? Quality? How often?
iii. Phone Calls: CC in position? When to start calling? How often?
c. Reactivation Program: When? What comm. Line? What company?
2. Database E-mails – Demandforce, Constant Contact, E-Card Connect, Vet Matrix, etc.
3. Referral System: Written procedure
4. Database Mailers? Viva

DIV. 3:
IT:
1. IT professional in place to handle ALL IT issues?
2. Phone Lines: 1 per 200 trans/month
3. Computers:
4. Server:
5. Antivirus/Malware
6. AVImark: Up-to-Date, Support Contract

[12]