WHEN DO VISITS START AND STOP?

How/When to Use Visit Time Clock

Daily Dog Walks

The Visit Time Clock is almost exactly what the Clients see when journals are sent to them. You MUST ensure the entire requested walk duration of each specific visit is complete before selecting Complete. For example, if the requested walk duration is 25 Minutes, you must use the entire 25 minutes before selecting Complete. 

Shortening a visit by even one second (for example, 24 minutes and 59 seconds) results in the system automatically rounding down to the nearest completed minute, showing the client you were there for 24 minutes vs 25 minutes. If the Client is paying for 25 minutes, we need to complete the full 25 minutes.

There are a number of different home options available to the residents of San Francisco. From single-family homes with direct access to the home’s front door to multi-building apartment complexes with stops required before getting to the home’s front door.

Main Entry: The first door that opens to a building before getting to the Front Door
Call Box: Coded entry to access Main Entry or to call a resident for Main Entry access
Front Desk: Buildings with Front Desk staff for loaned keys, elevator access, etc…
Front Door: The door that opens to get to your dog

DIRECT ACCESS TO FRONT DOOR WITH KEYS or DOOR CODES
In-service time:
Select ARRIVED right before unlocking the Front Door
Select COMPLETE right after securing and double checking the Front Door is locked

CALL BOX TO CLIENT FOR MAIN ENTRY VARIABLE
In-service time:
Select ARRIVED after completing the first call to the Client through Call Box
— If no answer after first attempt, try two more consecutive calls to gain access
— If still no answer, step back from Call Box and notify SAG Office through PSC
(SAG Office will start calling Client)
— Wait 5 minutes since first Call Box attempt
— After 5 minutes, try three more consecutive calls
— If still no answer, confirm process with SAG office, close out visit and move on to next visit
Select COMPLETE right after securing and double checking the Front Door is locked

FRONT DESK REQUIRED FOR MAIN ENTRY VARIABLE
In-service time:
Select ARRIVED after entering Main Entry threshold
— Be prepared with a government issued ID should the Front Desk require to hold or view identification
— If Front Desk is unavailable, notify SAG Office through your PSC
— Wait on the clock for up to 10 minutes for someone to return for entry in addition to trying any phone numbers left at the front desk
— After 10 minutes, confirm process with SAG office, close out visit and move on to next visit
Select COMPLETE right after securing and double checking the Front Door is locked

NO KEYS PROVIDED – AKA Street Level Direct Handoff (SLDH)
In-service time:
If Client is ready outside for Walker at SLDH
Select ARRIVED right before securing leash
If Client is NOT ready outside for Walker at SLDH
Select ARRIVED after sending the first Arrival notification
– After 1 minute has passed, send a second Arrival notification
– After 2 minutes have passed, politely call Client through Sideline
– After 5 minutes have passed, notify SAG through your PSC –> the visit will be closed out and charged for the day. The SAG Office will contact the Client by email to see if an additional walk request is needed at the next earliest available time.
During Walk: Client sets personal timer for walk duration to prepare for end of walk handoff at street level location
Select COMPLETE right after handoff is complete

FAQ:
How are Arrival and Completion times verified?
Purple House = Client Location
Green Marker = When Walker selected ARRIVED
Red Marker = When Walker selected COMPLETE

Photo 1: Arrived and Complete happening right in front of Client location = Perfect!

Photo 2: Arrived and Complete happening about a block or so away from the Client’s location = this will result in immediate disciplinary action up to termination

Failure to follow SAG policies and procedures will result in disciplinary action.
*All SOPs/Policies/Procedures are living documents that can and likely may change over time.