EDP Quick Reference Guide

💡Please use this resource to determine the proper way to reach out for your EDP related questions.

Employees are expected to be self sufficient in the app, utilizing forms when possible and are expected to follow the escalation paths described below for any issues that fall outside of the following in-app chat best practices.

When using in-app chat, employees should:

• Identify themselves as an employee at the start of each chat session
• Not discuss work related matters/concerns over chat
• Avoid using chat as a tool to socialize
• Be courteous and respectful to our chat team
• Not use their status as an employee to ask for exceptions related to Time Incentives, bonuses, ZVP penalties or other items

Chat should be used for:

• Reporting technical issues or outages that directly impact their ability to use the app
• Inquiries about payments, bonuses, transaction disputes
• Inquiring about campaign & Power Up visibility in the app
• Raising concerns/complaints that occurred during their time as a donor. Anonymity can be ensured by the Member Experience Team.
• Reporting any issues with True Up payments
• Certain deferral related questions - ‘is my sample back?’, ‘have you received my MAF?’, etc.

App support

• App outages, Power Up discrepancies, suspected bugs
  • Chat Support
• Scheduling problems
  • Chat Support
• Phone number/Email address change
  • Self Service in app
• Migration assistance
  • Self Service via https://support.joinparachute.com/portal/en/kb/articles/app-sign-in-update
  • Chat Support
• Center Change
  • Self Service via https://support.joinparachute.com/portal/en/kb/articles/center-change-request
  • Chat Support

Payments

• General Payment Questions such as time incentives, bonuses, and referrals
  • Chat Support
• Card Support such as PIN resets, activation problems
  • (940) 340-5674 option 1
• True Up payment discrepancies
  • Chat support
• Transaction Disputes
  • Donor must reach out to the merchant for resolution, may chat in if the merchant is unresponsive.
    • Must provide correspondence details with merchant, including dates & merchant’s response
    • Refunds for disputes under $35 are subject to approval
• Payroll related questions
  • Payroll@joinparachute.com

Deferrals

⚠️This escalation path was built to ensure the privacy of every employee that participates in Parachute’s Employee Donor Program. All team members are subject to the company’s privacy and confidentiality standards and all discussion of any medical deferrals will be handled solely between the donor and a member of Corporate Medical.

• MAF/ROMI requests and submission
  • https://center.joinparachute.com/portal/en/kb/articles/romi-maf-request-submission-form
• Deferral inquiries/follow up questions
  • https://center.joinparachute.com/portal/en/kb/articles/emp
• Medication updates
  • https://center.joinparachute.com/portal/en/kb/articles/medications-update-form
• Procedure updates
  • https://center.joinparachute.com/portal/en/kb/articles/procedure-update-form
• Body Modification report
  • https://center.joinparachute.com/portal/en/kb/articles/report-a-body-mod

Complaints

• Complaints about the center or other staff related to the employee’s experience as a donor
  • Chat support - Member Experience will document according to QA-011
    • To ensure proper traceability, RPM/CLT will be notified via DM over Teams. If the CLT is mentioned, only the RPM will be notified.
• If an employee donor observes/overhears something on the floor while donating, they would need to report it to CLT on site in order to allow for proper documentation. The employee donor should not take any action on their own.
• HR related concerns
  • hr@joinparachute.com