This guide outlines the critical process for handling and escalating reports of inappropriate member behavior, ensuring agent safety, clear communication, and compliance with our Terms of Use. Coaches or Social Group Moderators will create a support ticket reporting an incident that occurred either in a social group or 1:1 chat. Your primary role is to execute the specific action requested by the Coach or escalate to Tier 2 if uncertain.
Mandatory Immediate Legal Escalation
If the incident involves:
- Threatening language.
- Inappropriate images or text.
- Harassment of other members or a provider.
Action: IMMEDIATELY escalate this incident via email to Legal (purnima.boominathan@vida.com).
- Compliance Note: In these severe cases, additional reporting to law enforcement or the entity responsible for payment for Vida services may be required.
Action Workflow: Executing Coach Requests
The Coach's ticket typically defines the required action (e.g., "I deleted a member post and need a follow up" or "I need the member permanently banned").
| Coach Request / Required Action | Agent Action Required | Escalation Point |
|---|---|---|
| Simple Deletion/Warning: "I need the support team to send a follow up email to the member to let them know." |
1. Check for an existing macro for this follow-up. 2. Send the approved member message (see script below). 3. Complete only the action requested (e.g., do not ban if the request was only for an email). |
None (Action is clear and approved by Coach) |
| Account Banning: Coach requests account inactivation and device ban. | Execute the Account Banning Steps (see below) only if the Coach explicitly requests it. | None (Action is clear and approved by Coach) |
| Uncertainty: You are unsure which action to take, or the Coach's request is ambiguous. | Escalate to the Tier 2 team for guidance before taking any action. | Tier 2 |
Member Notification Script
Only send this message if directed by the Coach or Clinical team. If advised not to contact the member, skip this step.
"Hello [Client],
After looking into this with the internal team, it appears that your recent interaction violated our Terms of Use. As a result, [state specific action taken, e.g., your post was deleted/your account has been suspended]. For more details, please visit www.vida.com/terms
Thank you for your time and understanding."
Account Banning Steps (If Requested by Coach)
If the Coach explicitly requests that the member's account be inactivated and banned from devices, follow these steps:
Mark Account Inactive: Go into Admin and mark the member's account as inactive.
Ban Devices: In Admin, go to "Physical devices (ban users)".
Search: Input the client's email address into the search bar.
Execute Ban: Click into the member's UUID.
Save Changes: Check the two ban options (often marked in red) and hit Save.
Remember: Do not mark an account inactive or ban devices unless explicitly requested by the Coach.
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