PPM Communication Policy
Standard Operating Procedure (SOP)
Purpose:
To establish a standardized procedure for adding individual(s) to the PPM No Call and No Communication Lists due to disrespectful, harassing, abusive and/or threatening interactions with PPM staff. Interactions include those conducted via phone call, in person, or writing. The No Call List is established internally by PPM staff to identify individuals no longer permitted to contact the office by phone or by in-person appointments. The No Communication List is established to identify individuals no longer permitted to contact any PPM staff via any communication means who have been directed to communicate only through the Board of Directors.
Definitions:
“Disrespectful” shall mean showing a lack of respect or courtesy; impolite.
“Harassing” shall mean the action of subjecting someone to aggressive pressure or intimidation.
“Abusive” shall mean extremely offensive and insulting.
“Threatening” shall mean having a hostile or deliberately frightening quality or manner.
Examples of the above include but are not limited to raising one’s voice, name-calling, use of slurs or derogatory terms, profanity, insults, suggesting harm or violence, or repeated interruption while the staff member is speaking.
Procedure:
- A member of PPM staff documents the interaction, and a warning email will be sent to the individual.
- If a second qualifying interaction occurs, a member of PPM staff will document the details of the additional incident(s) and a No Call notice will be sent to the individual. The manager will inform the Association’s Board of Directors, and all primary and secondary phone number(s) on file will be blocked from the PPM phone system.
- In the instance an individual from the No Call list reaches the office via phone, staff will provide a standard message informing them they need to communicate their issue in writing, and the call will be terminated.
- If a third qualifying interaction occurs, a member of PPM staff will document the details of the additional incident(s) and a No Communication notice will be sent to the individual. The manager will also notify the Board of Directors. The Board may direct the individual to the Association attorney at their discretion.
