Client Communication Policy

PayGrove’s client-focused approach and communication with our clients is critical to our success.

Goals

• Our aim is to promote a culture of dignity and respect where all team members and clients and other external parties are treated fairly and with respect. We are therefore committed to ensuring that everyone works free from any form of unacceptable behavior including discrimination, harassment and bullying. This policy outlines what you can generally expect from us in terms of communication.

• Our desire is to make it as convenient as possible to respond to our clients’ needs and concerns in a timely manner. To maintain a functional and efficient environment, most activities in our team members’ day are scheduled ahead of time to ensure that they have their full attention. This includes phone calls with clients. Our well-trained staff can handle most routine matters and inquiries. If your issue requires speaking with a team member directly, then it is usually more efficient to schedule a phone conference or send a short email. This avoids the time wasted playing phone tag and means that you will get the team members’ undivided attention (and not just a quick second in between meetings). Scheduled calls will take precedent over returning messages and voicemails from unscheduled calls.

• Any team member will usually be able to address your concerns and provide the information you request. If your inquiry requires another team member, your message will be passed on to them for a prompt reply.

Timeliness

• Our team members are superb time-managers and must structure their days carefully so that each matter gets the attention it deserves. For those calls requiring urgent action by a team member, the team member will make every effort to return your call on the same day; however, there are times when the team member is unable to respond quickly due to client appointments, seminars, or online meetings. Our staff will do their best to inform you of these times. Please be patient and know that some client matters require uninterrupted and continuous attention, and the team member will occasionally be unavailable for extended periods while handing such a matter, just as they will be unavailable to other clients when handling your important matters. We appreciate your understanding when such times arise.

Methods of Communication

• We encourage our clients to take advantage of email communication to relay information; however, if such communication entails many questions, or requires more than a quick response, our team members will instead schedule a telephone call or meeting to answer your questions. In order to ensure your email reaches the right people, and is handled in a timely manner, we request that all clients email answers@caregrove.com. While you may email a team member directly, for all initial communication on new topics we ask that you copy answers@caregrove.com on all such emails.

• We will respond to emails in the order they are received and based on the urgency of the matter. We will respond to all email communications within two (2) business days. If an email is sent after 4 pm PT, the email will be considered as arriving the next business day.

• If you have an emergency, we ask that you call our Care Team directly at (206) 350-7060.

• Depending on the content of the email, our team members may ask you to schedule a telephone appointment if doing so would be more efficient than responding with a lengthy email or series of emails. All emails are treated with no more urgency than other communication methods.

Dignity and Respect

PayGrove aims to promote a culture of dignity and respect where all employees and clients and other external parties are treated fairly and with respect. We are therefore committed to ensuring that everyone works free from any form of unacceptable behavior including discrimination, harassment and bullying.

Respectful, supportive, and encouraging communication

• Using respectful, supportive, and encouraging language in all interactions, no matter the subject of conversation.

• Questioning a position on an issue politely rather than asserting your position is the right one; listening to other positions with an open mind

• Giving direct, non-personal feedback as opposed to criticism

• Expressing appreciation when something is done correctly and in a timely manner

• Respecting each other as adults and trusting their decision making abilities

• Approaching conflict with maturity and true desire for resolution, rather than as a fight or opportunity to belittle

• Maintaining a positive attitude, even when you are having a bad day

• Saying ‘thank you’ when someone does something for you, even if it is part of their job.

There are many other ways to demonstrate respect at work but implemented consistently at work, these respectful actions help ensure a respectful, considerate, professional work place for all.

Inappropriate unprofessional and unacceptable behaviors

• Do not nit-pick, constantly criticize over little things, belittle, judge, demean or patronize. A series of seemingly trivial actions, added up over time, may constitute bullying.

• Criticizing or talking down to others in front of a group; using a condescending tone

• Social exclusion or ostracism, ignoring others, silent treatment

• Treating some less favorably than others

• Undermining another’s work by giving impossible to meet deadlines or workloads

• Excessive monitoring of work or unnecessary micromanagement

• Arbitrary or punitive punishment without cause; inconsistent discipline

• Withholding pertinent work-related information; undermining another’s work by not giving them enough information to do what is required of them

• Gossiping or spreading rumors

• Manipulating a person’s job content; unwarranted removal of core responsibilities to negatively impact an individual

• Blaming others for things out of their control

• Blaming others for issues you caused

• Acting “out to get” others

• Making threats; using intimidating tactics

• Any malicious behavior a reasonable person would find unprofessional, disturbing and harmful to their psychological and emotional health