HHMWC Contractor’s Guide

The HHMWC Signature

“I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” ~ Maya Angelou

A peaceful room and a comfortable table build the experience, but every visit to HHMWC should be memorable because of how the client felt. That is our signature, and it is what clients are promised when they book with us. How you deliver it is your professional judgment. These are the outcomes every client can count on.

Before the session

• They are greeted sincerely, and told if we are running behind.
• They have a consultation about how they are feeling and what they want from today's session, and the session reflects what they said.
• They are offered complimentary aromatherapy.

During the session

• Pressure, table temperature, and bolstering are checked and adjusted to their comfort.
• Conversation follows their lead. If they stop talking, the room gets quiet.
• Discomfort is acknowledged honestly, and no work goes beyond their pain tolerance.
• The problem areas raised in the consultation are addressed.

After the session

• They leave with something useful. A client in pain who doesn't understand how to help themselves through posture and stretching gets short-lived relief, and their trust in us fades with it. Self-care guidance within your scope is one of the most valuable things a client takes home.
• They are thanked for choosing us.

The whole visit

Our fair and straightforward pricing, variety of services, packages, memberships, lending library, beverage station, complimentary aromatherapy, Harmony Naturals products, and “We Love Local Business” program all set us apart. A massage is why clients come, but we want the entire visit to leave them feeling welcomed and cared for.

The service is the centerpiece, so treat every session with a new client as a chance to earn the role of their preferred practitioner. When clients feel their time and money were well spent, trust and respect follow. We know our work mattered and that we helped someone feel better in a real way. The exchange of money is necessary, but it isn't the point. It is the mechanism that lets the work continue. The real payoff is doing work we believe in, with skill and integrity.

The Basics

Your Independent Contractor Agreement sets the terms of our working relationship, and Your Agreement in Plain English walks through it section by section. This guide covers how things work day to day. If anything here conflicts with your Agreement, the Agreement controls.

Facility Blocks

A Facility Block is a recurring room reservation we set together. There is no minimum number of hours.

• You are not paid for unbooked time, and you don't need to be in the office unless a client is booked.
• During your Facility Blocks, you are on call for bookings. Same-day bookings come with at least 60 minutes' notice by text or email, or less if you prefer.
• Mangomint occasionally lags or goes down, so check the app regularly during your Facility Blocks if you aren't in the office.
• Clients can only book open time, so keep blocked-off time within your Facility Blocks to a minimum. You can schedule an unpaid break within a block whenever you want one.
• To change or release a Facility Block, give Kim reasonable advance notice. Changes depend on room availability, and clients already booked with you keep their appointments.
• To add time, check with Kim first to make sure a room is open.
• Rooms are a shared resource. Room assignments can change for maintenance, events, holidays, or balancing room use, and we give at least 7 days' notice when we can.

Time away

If you'll be unavailable for a full day or longer, text or email both Kim and Lindsay as soon as you know. Kim plans staffing and forecasting; Lindsay handles the effect on the schedule. This is notice, not a request for approval, but how you handle it has a real effect on your clients.

Plan time off as far in advance as you can, especially when your schedule is full. Clients book weeks ahead, and every appointment that has to move is someone who planned their schedule around seeing you. Two weeks really isn't enough notice for a vacation when your book is full.

Your schedule is your responsibility. If clients are already booked during time you'll be away, let the front desk know right away so they can reschedule them; the more notice, the better. The front desk should never find out that clients need rescheduling by coming across it on the schedule.

When you're sick or running late

Text the staff group thread as soon as you know; this should go to: the office line, Lindsay, Payton, Casady, and Kim. If your first appointment is less than an hour away, or nobody has confirmed they received your message, you must contact your first client yourself.

Always contact clients through Mangomint, never from your personal number or email. Open the Mangomint app, tap your appointment to open the client's screen, then tap Call or Conversations (text).

Unplanned cancellations are frustrating for clients. Even the most dedicated client won't stay with a therapist who cancels on them repeatedly, and it affects how they see HHMWC too.

Tips

Tips are yours. Card tips are paid with your payouts. Cash tips go in your envelope at the front desk, so ask for them when you want them. If you don't ask, the front desk will assume you're letting them build up, which is fine; envelopes are locked up every night.

Attire

Our brand standard is black scrubs, and that is what we expect to see. Anything else you wear must match black scrubs in professional appearance and hygiene. Everyday clothes, such as sweatpants and t-shirts, don't meet that standard.

Getting Started

Onboarding checklist

By the time you can read this guide, your paperwork, profile information, and service choices are in, and you've logged in to the staff section. Your orientation covers the facility tour. Here's what's left.

Systems setup

• Accept the Mangomint invitations, set up your account and payout information, and download the app
• Learn the Mangomint essentials: viewing your schedule, opening intake forms and client information, and writing session notes
• Bookmark the staff section (Staff Log-In in the website footer) for contacts, pay dates, and passwords
• Read the HHMWC Snapshot page and this guide

Getting to know HHMWC

• Familiarize yourself with our website, services, pricing, discounts, memberships, and packages

Service listings

You choose which services you offer, and you're never required to offer a service you don't want to perform, even one you're trained in. Each service has a training requirement, and it's listed under your name in Mangomint once you've met that requirement.

Using the Space

Treatment rooms, equipment, and linens are shared. These standards keep every room ready for whoever uses it next.

Opening a room

• Check in with the front desk so they know you're here, and collect your pager.
• Check your room assignment. Room schedules are posted in the laundry room and the break room, and your room also appears at the 8:30 AM mark on your Mangomint schedule each day. If your room changes, Mangomint shows the update.
  • You must use the room you're assigned! Rooms are scheduled together, so working in a different room displaces someone else and throws off the day. If your assigned room won't work for a session, check with the front desk before moving.
• Check Mangomint for new-client intake forms and for any shared equipment you'll need (pregnancy pillow, cups, or stones).
• Turn on the table warmer, heating pad, music, fan, and lamp. Run the fan pointed up even if you don't like the airflow; its white noise keeps sessions in neighboring rooms quiet.
• Air purifiers stay on at all times, including overnight, on medium or high.

When your client arrives

When a client checks in, the bar at the top of their appointment turns pink and the front desk buzzes your pager. The front desk can get busy, so if it's close to start time and you haven't been buzzed, check with them or look in the Zen Den. The front desk handles checkout and rebooking.

Between clients

• Turn the room over following the Sanitation steps, and help keep laundry moving.
• Enter your session notes in Mangomint.

Closing a room

• Table warmers and heating pads time out on their own. Leave them plugged in.
• If you're the last one in the room for the day, turn off the overhead light and fan.
• Leave the table made for the next session.
• Clean and put away all equipment you used.
• Leave the room ready for the next person: blanket straight and wrinkle-free, bolster on the table, stool tucked under the cabinet, lotion bottles in their stand. The same goes between clients throughout the day.
• Refill the lotion dispenser if it's less than half full.
• Finish all notes for the day, and any follow-up with clients or other therapists.

Session Length and Timing

At HHMWC, a session starts when hands go on the client, and the client always gets the full length they booked. That holds even when we're running late.

• If a client arrives more than 5 minutes late, you may shorten the session appropriately to protect the next client's time.
  • The client still pays for the service they booked; it isn't discounted or rebooked as a shorter service. Extraordinary circumstances are handled case by case, usually in a conversation between the front desk and the affected therapist.
• If you're running far enough behind to affect other clients, tell the front desk. They can send a courtesy call or text.
• Sessions of 30–90 minutes have 15 minutes of padding built in; 120-minute sessions have 30. Padding covers the consultation, undressing and dressing, aftercare, notes, and the room turnover.

Intake, Records, and Confidentiality

Mangomint is the brain of the business: scheduling, checkout, intake forms, client records, session notes, gift certificates, packages, memberships, and payouts all run through it. All bookings live in Mangomint, so please don't keep a separate appointment book.

Intake and notes

• Intake forms are completed electronically in Mangomint.
• Enter session notes on a laundry room computer or in the Mangomint app on your phone, and finish them the same day.
• Add a client account note for anything that should appear every time the client is booked: preferred name, pronouns, sensitivities, Big 4 alerts and other red flags, accessibility or mobility needs, and any other information that matters at every session.

Alerts: the Big 4 and other red flags

Mark the client file with an alert and a note for any of these. The first four are the Big 4.

When clearance is required, the note must include the date physician approval was received, and the client can't be booked until it's on file. If we decline or limit treatment, note that too, along with any conditions for returning (for example, a client with congestive heart failure who can't return until her ejection fraction meets a set threshold).

Confidentiality

Client records in Mangomint belong to HHMWC. Only people who need them for client care or scheduling at HHMWC should ever see them.

• Never download, export, copy, screenshot, or photograph client information.
• Keep your phone locked if the Mangomint app is on it.
• Computer screens the public might see should never have Mangomint on display. It can stay open, but minimize it or switch to a different tab or screen when you're done.
• Never discuss clients by name outside the clinic. Inside it, keep conversations about clients out of earshot of the lobby and treatment rooms; no client should ever overhear another client being discussed.
• Never mention one client to another, even a friend or family member who referred them. Don't confirm that someone is a client, when they came in, or anything about their session.
• If you think client information has been exposed, tell Kim right away.

Pricing and Discounts

Clients pay the prices published on our website, and the front desk handles checkout. Discounts come off HHMWC's side only; they never change your retained amount.

One discount per visit, always taken off full price. Discounts don't stack: a teacher who is also a student and a veteran gets the discount once.

Sanitation

These are the sanitation standards in Section 11.2 of your Agreement and the protocols we use for shared linens and equipment. Every client deserves a clean room, and everyone who shares the space depends on each other to keep it that way. These standards apply to everyone who uses the treatment rooms, including our esthetician.

Room turnover

1. Strip all linens from the table, including the blanket.
2. Spray all touched surfaces with OdoBan and allow 60 seconds of contact time.
3. Take linens to the laundry room and grab fresh ones.
4. Wipe down the table, face cradle, and every touched surface: lotion bottle, stool and its handle, bolster, heating pad (waterproof cover), pillows if used (waterproof covers), and the door handle.
5. Dress the table neatly, with the blanket straight, even from side to side, without wrinkles, and fully covering the end of the table.
6. Clean or put away any equipment from the last session.

Laundry

Linens are shared, so keeping them moving is a team effort. The washer and dryer should run all day unless linens are caught up, and everyone helps, including folding.

• Dirty linens go straight into the washer. If it's running, use the bin to the right of it. Pull sheets and blankets apart first; rolled-up sheets don't get clean.
• Washing: drop a detergent pod in before the linens. When the washer is full, add about 10 squirts of degreaser, plus fabric softener in winter months only. Never put essential oils directly on sheets.
• Settings: follow the stickers on the washer and dryer. Wash and dry everything on hot.
• After drying: linens can sit on top of the dryers temporarily. Use those unfolded sheets to make your table before taking folded ones.

Hot stones

1. Lay out a microfiber cloth and set the used stones on it.
2. Spray the stones generously with OdoBan. After 60 seconds, flip them and spray the other side.
3. Pull the mat off the hot plate, spray the whole plate, wait 60 seconds, and replace the mat.
4. Wipe each stone with a clean microfiber cloth until completely dry, then return them to the mat in pairs.
5. Make sure the hot plate is turned off.

Silicone cups

Clean your cups right after the session if time allows, or before you leave for the day. Please don't leave your cups for someone else to clean.

1. Spray the laundry room hand sink with OdoBan (60 seconds), and clean it thoroughly with a paper towel before you start.
2. Wash each cup with a clean microfiber cloth, plenty of water, and Dawn. Get all lotion and skin cells off, especially the rim. If a cup still feels greasy, keep cleaning until it doesn't.
3. Rinse until no soap residue remains.
4. Set cups open side down on the top (“Clean”) shelf above the sink to drain onto the mat.
5. Cups don't need hand-drying, but shake them out well before they go in the bucket. Water left inside lands cold on a client's back.
6. Spray the inside of the bucket with OdoBan and wipe it down.
7. Put a clean microfiber cloth in the bottom of the bucket. It absorbs leftover water and divides clean cups from used ones during a session.
8. Clean buckets go on the shelf directly above the computers. Used cups never go on that shelf.

A full bucket holds 8 extra-large, 8 large, 8–10 medium, and 8–10 small cups.

Pregnancy pillow

• Cover the pregnancy pillow and wedge completely during use, using the smaller gray fitted sheets.
• Wipe the pillow down afterward with a cleaning wipe from the laundry room.
• Return the pillow and wedge to their places in the laundry and storage room right after use.

Common areas

The breakroom, restrooms, and shared spaces are cleaned regularly, but please clean up after yourself and keep them tidy.

Brand and Marketing

HHMWC provides the marketing for services performed here: website representation, advertising, business cards, and brochures. The full standards are in Exhibit A of your Agreement.

Marketing your work here

• Use our general HHMWC business cards and write your name on the back. Don't create your own cards, brochures, or other printed materials for services at HHMWC.
• All booking and payment for services here runs through our website and Mangomint. Please don't share personal booking or payment links with HHMWC clients.
• A professional social media presence is encouraged. Share our posts, promote your services, and show off your expertise, as long as it's truthful and professional. Don't present yourself as running an independent clinic at our location.
• Use our name, logo, and images as provided, without alterations.
• You're welcome to recommend Harmony Naturals products to clients. All product sales go through the front desk.

Safety and Incidents

Inappropriate client behavior

You may end any session immediately if a client makes sexual comments or requests, exposes themselves, or makes you feel unsafe. Leave the room, go to the front desk, and tell Kim the same day. Document what happened in your session notes. [Decide: whether the client is charged and whether you receive your retained amount for an ended session, and whether the client may book again.]

Client injury or adverse reaction

Stop the session and make sure the client is safe. Call 911 for anything serious. Call their emergency contact, if needed. Then tell the front desk and Kim, and document what happened in your session notes the same day.

Complaints, claims, and notices

Let Kim know promptly about any client complaint, any claim against you, or any notice from a regulator that affects your work here. That includes a complaint filed with the Michigan Board of Massage Therapy, any change to your license status, an insurance claim or lapse in your liability coverage, a subpoena or records request involving an HHMWC client, and any police report or legal action connected to a session here.

Equipment and the building

Report broken or unsafe equipment to the front desk right away, and stop using it.

• First aid kit: Main bathroom cabinet
• Fire extinguisher: Lobby closet
• Severe weather shelter: Shelter in-place away from windows (hallways, bathrooms, Zen Den or Room 6)
• Who has keys (building & office): Kim, Lindsay, Casady, Payton, Kili, and Bea

Who to Contact