Keys 

At PetPals, LLC,  safeguarding client keys is a crucial part of providing responsible and trustworthy pet care services. This Key Management Policy outlines secure procedures for handling keys from the time they are received to their return, ensuring accountability, confidentiality, and client peace of mind. Below is a comprehensive guide to managing client keys, covering collection, secure handling, emergency procedures, and return or replacement requirements.

Key Collection and Initial Handling

During Initial Meet-and-Greet: When first meeting with a client, ask about their preferred way to handle their keys and follow their guidance. During this meeting, ICs may collect keys, ensuring secure handling from the beginning. Confirm any specific client instructions regarding key use or storage.

  • Keys passed off during the meet and greet should be reported on the report card as well as to the field manager. 

Field Manager: Please update your field manager on necessary key swaps with clients and when new keys are in the field. When a client passes off a key, the field manager will program the new key code on that client and log its current location with the receiving Pals. ICs will then write this client specific code on a tag 

Tagging and Confidentiality: Each key should be labeled with the client’s initials only (e.g., "A.Bcd") to maintain their privacy. Never include full names, addresses, or other identifiable details on tags. This confidentiality measure ensures that, in case of accidental loss, the key cannot be traced back to the client.

Work Lanyard: You are recommended to have a single spot which all work keys go. At no point should they be removed from the work lanyard unless for pass offs or key swaps back to the client directly. A key lanyard helps easily identify the location of keys as well as secures them to oneself, preventing loss. While annoying to carry around, they are impossible to leave behind. PetPals, LLC recommended leaving keys stored in ICscars to be out of sight - especially when working in unsafe or downtown neighborhoods. 

Time Off: If pet-sitters are leaving for an extended period of time, such as a weekend trip or a week-long vacation, pet-sitters need to check who is covering your clients while pet-sitters will be gone, and pass off any keys. You may pass keys off to the Field Manager for safekeeping until your return, or to the Pal taking over services directly. Please coordinate this ahead of time when setting time off. 

Key Swaps with Clients

Key swaps may be needed at any time. When sharing responsibility for a client’s services, occasionally it may be necessary to transfer a key between PetPals, LLC team members. To maintain accountability and security, key swaps should follow these structured steps:

  • Key swaps with clients are booked as a service in Time to Pet.

  •  The primary key holder is to help initiate and coordinate the pass off.

  • It is the primary key holder’s responsibility to return the key in a timely manner.

  • Scheduling the swap privately is permitted, since many prefer texting, but the agreement shall be relayed to the Field Manager for scheduling in Time to Pet. 

Key Point: Key swaps are only paid between client and pal, not inner pass-offs between ICs. 

Clients will typically request keys back over Time to Pet for:

  1. Friends or family taking over services 

  2. Moving to a new location 

  3. Stepping back from services 

  4. Only one copy of the key/fob exists/is available.

  5. Privacy and Security 

  6. Booking limited Services 

Key Swaps between ICs

A key swap between ICsmay occur for any client, at any time. It is in the client's best interest to maintain 1-2 pet care providers for a span of long-term services (drop-in care, holidays, overnights) and may need multiple ICs3-5 for template clients who frequently book (3x45min x daily dog walks). Clients of all types seek care and for various reasons, not all have lockboxes, keyless entry codes, or the willingness to pass off multiple copies of their home key to strangers to keep at all times (yikes!). 

Once schedules are balanced, it is best practice for pet sitters to regularly check their weekly schedules to better identify the frequency of their clients bookings, the need for cross-coverage support for shared clients, and identify which clients on their weekly schedule will be flagged as a “Key Swap Clients.” 

Group chats over Slack may be used to facilitate key pass-offs between IC's who share daily or weekly rotating services. Here are a few ways key swaps can be passed off between other independent contractors assisting with the same client:

  • In-Person Handoff: Arrange to meet at a convenient location for both team members (ideally at the client’s location or a nearby safe spot). During the handoff, confirm both team members’ understanding of the key’s label and access requirements.

    • Reassign the key to the new Pal 

  • No Contact Drop-Off: If an in-person meeting is not possible, discuss a safe drop-off point. Ensure it is secure and discreet, such as a lock box at the client’s home, and notify the administration of this arrangement.

  • Unsecured Drop-off: In special circumstances; Pal is taking over services within a 12 hour window, pet-sitters may hide the key on location in an unsecured location. If a key is hidden on location, such as in a flower pot, under a floor mat, in a mailbox, this would be an unsecured location. This must be confirmed with the admin and only if no other more secured ways are available. 

Confirm Key Receipt and Update Records

  • Receiving Contractor: Once the key has been received or passed off, the key will need to be reassigned to the key holder on Time to Pet. This update helps keep a clear record of who currently holds the key at any given time.

Key Transport and Secure Storage Methods 

Every independent contractor will find a way that suites their lifestyle best when maintaining the safety and whereabouts of their clients keys. Remember, clients keys, are client property. Once ICsare in possession of client property, it is policy to return their belongings after each service. ICsmay be asked to hold onto keys, in which case PetPals, LLC tag them to ensure they are not mixed up or lost, and PetPals, LLC recommend the following ways to safely store and transport keys. 

  • On-Person Security: When carrying client keys, use secure key rings, carabiners, or lanyards to keep them attached to your person. Ensure they are fastened securely to prevent accidental loss.

  • Vehicle Security: If pet-sitters need to leave keys in your vehicle during a service, ensure they are stored in a concealed area. Avoid leaving keys in visible spots such as the dashboard or seats. Always keep them out of sight to reduce the risk of unauthorized access.

  •  Avoid placing keys in open bags or pockets, where they could fall out or be misplaced.

    • Attach a key ring clip to your daily waking bag, so if pet-sitters do forget to place keys back into the lockbox they can be securely stored on your person and not in pockets. 

Lockbox and On-Site Key Storage

Lockboxes provide a secure and efficient solution for accessing client homes during dog walking and other pet care services. By storing keys in lockboxes, PetPals, LLC ensures that keys remain on the client’s property, reducing the risk of loss while maintaining flexibility for team members. 

ICsmay be given Lockboxes to use for personal use by PetPals, LLC . These lockboxes can be used for clients who do not have ones set up or for work purposes, where one can swap keys between other Pals. 

  • Using Lockboxes at Client Residences: Whenever possible,securely store client keys in tamper-resistant lockboxes secured in discreet but accessible locations near the designated entry point. After each service, return the key to the lockbox to keep it securely on-site and prevent unnecessary transport.

  • Backup Key Protocol: When appropriate, ICsmay encourage clients to store a backup key in a hidden, secure location on their property. This serves as a contingency plan if the primary key is misplaced during a service, minimizing service disruptions and ensuring continued access to the property.

1. Setting Up the Lockbox

  • Location: Lockboxes are installed in discreet but accessible areas designated by the client, such as near the front door or on a side gate. This placement keeps the lockbox hidden from public view yet within easy reach for authorized PetPals, LLC team members. 

  • Code Management: The client provides a unique lockbox code, which is stored securely in the client’s profile in Time to Pet (T2P). Only assigned team members can access this code, ensuring restricted access.

    • Best Practice: Reset codes to “0000” after every use

    • Do not use “0000” as a LB code 

2. Accessing the Lockbox for Entry

  • Retrieving the Key: At the start of each visit, use the lockbox code to retrieve the client’s key. After opening the lockbox, ensure it is securely closed again to prevent unauthorized access while you’re inside the home.

  • Entering the Home: Use the key for entry, following any specific instructions provided by the client (such as using a side door or disarming an alarm). Lock the door behind pet-sitters upon entry to maintain home security.

  • Before the Walk: Put the key back into the lockbox before taking the dog on the walk. Client keys should not leave the property. 

  • Put the Key Back: Clients may have other home cleaning services booked at the same time as a dog walk, petsitters will want to put keys back before the walk to also ensure other servicemen have access

  • After the Service: Lock the home, return keys to Lockbox and reset the code. 


Lost Key Protocol

Check Your Pockets 

Check every single pocket of each layer pet-sitters are wearing. Go through every jacket and lining methodically.

Retrace Your Steps Immediately

  1. Backtrack Your Route: Go back along the route of your walk as soon as pet-sitters realize the key is missing. Use any GPS tracking or mapping app pet-sitters may have (like Time to Pet or Google Maps) to help pet-sitters retrace their steps exactly. Cross the same streets and keep calm. 

  2. Check Likely Drop Spots: Pay close attention to areas where the key might have slipped off or been dropped, such as where pet-sitters may have bent down or stopped.

    • Check your Photos: If you put the key in your pocket, you probably put your phone in the same pocket. Look at your photos and scan those spots. 

    • Play Time: Did you play especially hard and with the pup or run in any areas along the walk? Check those spots too! 

Inform the PetPals, LLC Admin team and then the client

Retrace your steps again but reverse whatever loop you took. Fresh eyes and a fresh perspective helps. While doing so, call Admin on call. We are more than happy to talk you through the next steps, or just hang out on the phone while you look. We’ve all lost a key. 

  • Contact PetPals, LLC Admin: Notify PetPals, LLC administration immediately. Let them know the details of what happened, the client’s name, and the steps you’re taking to recover the key. They may offer additional support or instructions.

  • Notify the Client: If the key isn’t found after retracing your steps, inform the client in a clear, apologetic message. Reassure them that PetPals, LLC is working with you to resolve the issue and offer to cover any costs or make alternative arrangements for home access if needed.

Coordinate with PetPals, LLC Admin for Next Steps

  • Take care of the pet:You are now responsible for that pet until they can be safely returned to the client. You cannot take the dog with you without permission from the client. 

  • Coverage of Services: If you’re unable to access the client’s home, PetPals, LLC admin may need to arrange temporary coverage of your services. Since you may not be able to leave or do anything at the moment, PetPals, LLC need to get your other services covered just in case youre there for awhile. 

  • The “next steps” 

    • First, PetPals, LLC reach out to the client. If they are in town PetPals, LLC might be able to arrange a swap. 

    • If the client is out of town, PetPals, LLC may need to contact their emergency contacts and see if they have access to the home. 

    • If PetPals, LLC haven't heard from the client, PetPals, LLC reach out to the emergency contacts

    • Next PetPals, LLC call the landlord :(

    • If PetPals, LLC don't have a key available AT ALL - PetPals, LLC call a locksmith 

  • Replacing the key: If the key can’t be found, PetPals, LLC will coordinate with the client regarding replacement. Admin may require you to cover the cost of replacing the key or, if needed, re-keying the lock to maintain security.

Lost Fobs Policy

If a fob (key fob or access card) is lost, the full financial responsibility for replacement falls on the key holder responsible. This includes covering the entire cost of replacement and any associated fees.

Key Return on Last Day of Service

  • Final Service Day Protocol: On the last scheduled service day, ensure that all client keys and access methods, including lockbox codes and entry fobs, are returned in a secure manner. Leave the key in a designated location as specified by the client, whether in a lockbox, mailbox, or directly with the client. Before departing, double-check that all keys are securely stored as per client instructions.

  • Confirmation of Return: Once the key has been returned, send a message to the client through T2P confirming that the key has been securely returned and thanking them for trusting PetPals, LLC . This final communication reassures the client and closes out the service on a positive note.

Replacement Policy for Lost or Unreturned Keys

  • Replacement Fee: If a key is permanently lost or not returned due to contractor oversight, a replacement fee may be assessed. This fee will cover the cost of re-keying the lock or replacing the key, ensuring that clients’ properties remain secure.

  • Client Communication: PetPals, LLC administration will handle communication about replacement fees. We will inform the client of the fee policy, explain the measures being taken to prevent future incidents, and provide support to the client as needed.

PetPals, LLC Key Management Policy around Contractor Time Off

When a PetPals, LLC contractor (Pal) needs to take time off, especially for extended periods, it’s essential to return client keys to ensure continued, secure access for other team members covering services. The following steps outline the key handoff protocol when a Pal goes on leave:

Notify Administration of Planned Time Off

  • Advance Notice: Inform PetPals, LLC administration as soon as possible about planned time off, ideally with at least two weeks’ notice for extended leaves. This notice allows for adequate time to arrange alternative coverage and key returns.

  • Time off is due on the 1st of each month 

Arrange Key Return to Administration

  • In-Person Return: Schedule a convenient time to return client keys directly to the PetPals, LLC admin team before your leave. This ensures that all client keys are accounted for and can be reassigned securely.

  • Drop-Off Location: If an in-person handoff isn’t possible, discuss a secure drop-off location with the admin team. Ensure the keys are returned to a lockbox or designated, secure area approved by PetPals, LLC.

  • Time to Pet: After handing off the keys, update the client’s report card in T2P to confirm the key has been returned to PetPals, LLC administration. This record provides a clear chain of custody and helps future coverage providers know where to retrieve the key.