What is Phila Massages zero tolerance policy?

All Phila Massages staff and contractors must practice a Zero Tolerance Policy at all times with regard to any and all inappropriate client behavior to include:

  1. Inappropriate and/or sexual speech (written or verbal).
  2. Inappropriate and/or sexual contact with staff member(s) and/or contractor(s).
  3. Any and all forms of action, inaction, or general behavior deemed personally inappropriate by the staff member(s) and/or contractor(s) involved.
  4. Failure to cooperate with professional draping practices during any massage therapy session.
  5. Any perceived intentional exposure of breasts and/or genitalia and/or any other area(s) deemed personally inappropriate by the staff member(s) and/or contractor(s) involved.

Zero Tolerance Policy Staff and Contractor Procedure

Any and every time an incident involving inappropriate client behavior occurs the staff member(s) or contractor(s) involved must immediately complete each step of the Zero Tolerance Policy staff and contractor procedure.

  1. Ensure personal safety by ending your session and leaving the room immediately.
    1. If you are not in immediate personal danger, notify your client that you are ending the session before you leave the room.
    2. If you are in immediate personal danger, leave the room immediately and DO NOT stop to notify your client.
  2. Notify a superior that an incident involving inappropriate client behavior has occurred.
    1. If a superior is present at the time and location that the incident takes place the staff member(s) and/or contractor(s) involved must notify the superior that an incident involving inappropriate client behavior has occurred immediately.
    2. If a superior is present at the location but is not immediately available, the staff member(s) and/or contractor(s) involved will notify an available co-worker that an incident involving inappropriate client behavior has occurred immediately and in addition must notify a superior at your location as soon as they become available.
    3. If a superior is NOT present at the time and location that the incident takes place the staff member(s) and/or contractor(s) involved will notify an available co-worker that an incident involving inappropriate client behavior has occurred immediately and in addition must notify a superior by phone as soon as possible.
    4. If a superior is NOT present at the time and location that the incident takes place and there is also no co-worker present the staff member(s) and/or contractor(s) involved must notify a superior by phone immediately.
  3. Do not engage the client involved any further. The staff member(s) and/or contractor(s) involved are not to communicate in any way (written, verbal, or nonverbal) with the client involved at any point after the incident has occurred.
    1. In the event that the staff member or contractor involved is alone at the time that an incident involving inappropriate client behavior occurs, and the staff member is not in immediate danger, the staff member or contractor is permitted to communicate with the client involved for the express purpose of instructing the client that they are required to leave the premises immediately.  Once the client involved has left the premises the staff member or contractor should not engage the client involved any further.
    2. In the event that the staff member or contractor involved is alone at the time that an incident involving inappropriate client behavior occurs, and the staff member is in immediate danger, the staff member or contractor should leave the premises and contact law enforcement immediately then contact a superior by phone.
  4. Complete an incident report form as fully and accurately as possible and then submit it to a superior. It is vitally important that any staff member(s) and/or contractor(s) involved in an incident of inappropriate client behavior provide a complete and accurate account of the incident by filling out the incident report form provided by a superior. This form must be completed and submitted as soon as possible. We strongly recommend that this form be completed and submitted immediately after the incident occurs to ensure accuracy.
  5. Practice professional client confidentiality regarding any incident involving inappropriate client behavior at all times.
    1. Information for all clients, including those involved in an incident of inappropriate client behavior, is confidential and protected by law. All staff and contractors are required to practice professional client confidentiality by not sharing private client information (including any details of an incident involving inappropriate client behavior) at all times.
    2. The only times sharing of confidential client information regarding an incident of inappropriate client behavior will be permitted are:
      1. To ensure personal safety at the time of the incident.
      2. With a superior as specified in procedure 1.1.
      3. With a coworker as specified in procedure 1.1.
      4. Written incident report as specified in procedure 1.4.
      5. With legal counsel as directed by Phila Massages.
      6. With licensed private legal counsel.
      7. With licensed mental health professionals.
      8. On an as needed basis with law enforcement officials.

Zero Tolerance Policy Management Procedure

Any and every time an incident involving inappropriate client behavior occurs management must complete each step of the Zero Tolerance Policy management procedure.

  1. Once notified of the incident, immediately ensure the safety of the staff member(s) and/or contractor(s) involved. When you are notified of an incident involving inappropriate client behavior you must take immediate action to ensure the safety of the staff member(s) and/or contractor(s) involved. Suggested actions include:
    1. Gather information from the staff member(s) and/or contractor(s) involved regarding any immediate safety threat.
    2. If an immediate threat to the safety of clients, staff, or contractors exists contact law enforcement right away. DO NOT physically confront any person that poses a threat. Physical confrontation with a client that poses a safety threat is permitted only when in self-defense.
    3. If there is no threat to the safety of clients, staff, or contractors DO NOT immediately contact law enforcement. Instead, instruct the staff member(s) and/or contractor(s) involved to step away from the situation as specified in procedure 1.c. while you move to the next step.
    4. If you are notified of an incident involving inappropriate client behavior after law enforcement has already been contacted cooperate fully with law enforcement officials.
  2. Inform the client involved that they are required to leave the premises immediately.
    1. In the event that the client involved was informed that the session was being ended you must immediately locate the client and inform them they are required to leave the premises immediately.
    2. In the event that the client involved was not informed that the session was being ended you must first ensure that the client is aware that the service has been terminated and that they need get dressed, gather all personal belonging, and then meet you outside the treatment room. Once completed, inform the client that they are required to leave the premises immediately.
    3. If the client involved attempts to engage in any form of debate, discussion, or argument DO NOT engage them. Instead, reiterate that they are required to leave the premises immediately. All client questions at the time of the incident should be addressed by stating that they will be contacted regarding the termination of service within 24-36 hours.
    4. Once staff member and/or contractor safety has been secured and the client has left the premises debrief any staff member(s) and/or contractor(s) involved in the incident.
  3. Debriefing of staff members and/or contractors will include:
    1. A private discussion of the details of the incident with an emphasis on listening with professional empathy.
    2. Supply the staff member(s) and/or contractor(s) with an incident report form and instruct them to complete it as fully and accurately as possible.
    3. Remind the staff member(s) and/or contractor(s) that they are required to discontinue all contact with the client involved as specified in procedure 1.c. and that they must maintain professional client confidentiality as specified in procedure 1.e.
    4. Reiterate that the company will be enforcing our Zero Tolerance Policy with regard to the incident and that the client involved will be permanently denied service in the future.
    5. Contact the client involved with 24-36 hours to inform them that they will be sent a bill for the full price of the terminated service, that they will permanently denied service in the future, and that they are not to attempt to contact any staff member(s) and/or contractor(s) involved in the incident at any time in the future.