Massage Envy of Springfield
Employee Handbook
Table of Contents
Welcome ................................................................................................................................................................... 1
Part 1: General Information .............................................................................................................................. 2
What to Expect on Your First Day.............................................................................................................. 2
Code of Ethics..................................................................................................................................................... 2
Employee Rates for Massage Services .................................................................................................... 3
Part 2: Policies and Procedures ....................................................................................................................... 4
Dress Code .......................................................................................................................................................... 4
Non-Smoking Environment.......................................................................................................................... 4
Arriving for a Scheduled Shift ..................................................................................................................... 5
Clocking In and Out ......................................................................................................................................... 5
Room Assignments .......................................................................................................................................... 5
Preparing the Table ......................................................................................................................................... 6
Pre and Post Massage Procedures and Protocol .................................................................................. 6
Greeting the Client ...................................................................................................................................... 6
Beginning and Ending the Massage Session ..................................................................................... 7
Mandatory Ethical Standard ........................................................................................................................ 8
Draping Policy ................................................................................................................................................... 8
Zero Tolerance of Inappropriate Behavior Policy ............................................................................... 9
Handling Customer Complaints and Incidents ................................................................................... 10
Client experience matters ...................................................................................................................... 10
Client Complaints ...................................................................................................................................... 11
Inappropriate Touch Procedure ............................................................................................................... 12
Attendance Policy........................................................................................................................................... 15
Absences ....................................................................................................................................................... 15
Tardiness and Leaving Early ................................................................................................................. 15
Time-Off Requests ..................................................................................................................................... 16
Attendance Points Chart ......................................................................................................................... 16
Corrective or Disciplinary Action ........................................................................................................ 17
Ending your shift and leaving the clinic ................................................................................................ 18
Minors Policy ................................................................................................................................................... 18
Prenatal Massage Therapy ......................................................................................................................... 19
Potential Benefits ...................................................................................................................................... 19
Contraindications ...................................................................................................................................... 19
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Prenatal Massage Policy ......................................................................................................................... 20
Welcome
Welcome to Massage Envy! We are excited to have you as part of our team and family. To
prepare you for success, we have a comprehensive training program to help you learn what
you need to know to be successful with our business.
Our product is massage, and we ask that our massage therapists provide a great
therapeutic session, recommend frequency, and educate clients and members about the
benefits of massage. Our wellness consultants are asked to provide excellent customer
service to our clients while gaining new members for our business.
This training manual will acquaint you with your job responsibilities and Massage Envy
policies and procedures. You are required to read through these policies and have a good
understanding of them so that you will practice them during your employment at Massage
Envy. If anything is unclear, you may contact your clinic administration (CA) for a full
explanation.
Carefully read through all the material in this training manual. This handbook is the
foundation for the rest of your training, so it is critical that you have a good understanding
of this material and have committed this information to memory. The remainder of your
training will be hands-on demonstration, role playing, and several walk-through
demonstrations at the clinic to make sure you are prepared for your first day. This
handbook is also meant to serve as a reference throughout your career at Massage Envy. It
should be useful in situations where you will need to refer to a policy or procedure. Again,
we welcome you and are excited to have you on our team.
Massage Envy of Springfield: Employee Handbook 1
Part 1: General Information
This section of the handbook explains what you can expect on your first day at Massage
Envy as well as our code of ethics. It also provides information on employee pricing for
massage appointments. If you have further questions on these two subjects, ask your CA.
What to Expect on Your First Day
Attention Massage Therapists:
If you have not completed your New Hire Orientation, then you should make
arrangements to do so as soon as possible. You will not be able to begin working
with clients until management has a copy of both state and federal required
documents, emergency contact information, and information that will allow us to
conduct a background check. You must also provide us with a copy of your
Professional Liability Insurance card or certificate with Massage Envy as an
additional insured.
On your first day you will be given a log-in for the computer system at Massage Envy. This
will allow you to clock yourself in and out. You will also be provided with two Massage
Envy shirts. This is part of your uniform and must be worn for every shift and while on the
premises of Massage Envy. A complete description of your uniform is included in this
handbook (see Dress Code on page 4). Additional shirts may be ordered and purchased at
any time.
We will do a basic walk-through of the clinic on your first day to give you an example of the
client flow from the time a client arrives, completes their appointment, and checks out at
the front desk. This is very important since we work as a team at Massage Envy. Both the
wellness consultants and the massage therapists depend on the each other to provide each
client with an excellent experience.
If you would like to enroll in direct deposit and did not do so at your New Hire Orientation,
you may request a direct deposit form from your CA and submit it along with a voided
check or deposit slip at any time. You will be paid twice each month. A complete list of pay
dates is available at your request.
Code of Ethics
Massage Envy is committed to upholding the professional and ethical standards of the
massage therapy industry.
All Massage Envy employees are required to:
• Offer the highest quality service possible and always serve the best interest of the
client.
• Maintain a professional relationship with clients at all times and refrain from
engaging in any other type of relationship with a client. Refrain, under all
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•
•
•
circumstances, from engaging in discussions or actions of a sexual nature with or in
front of clients and team members.
Respect the client's right to privacy by ensuring confidentiality of all client
information unless disclosure is required by law, court, or is necessary for the
protection of the public.
Refuse to discriminate against clients in regards to race, color, gender, age, national
origin, disabilities, and/or sexual orientation.
Follow and adhere to Massage Envy's policies, procedures, and protocols.
In addition to the standards listed above, Massage Envy therapists are required to:
• Provide modest draping that ensures the safety, comfort, and privacy of the client.
Draping will completely cover genitalia and female breasts at all times during the
massage therapy session.
• Understand and respect each client's boundaries and requests in regards to the
therapeutic massage therapy session. Therapists are expected to interact with
clients with a high degree of sensitivity, compassion, and honesty.
• Provide services within the scope of the massage and bodywork profession, local
and state regulation, and acknowledge and work within the limits of professional
education and training.
Employee Rates for Massage Services
1 Hour Massage = $20
1 ½ Hour Massage = $29
2 Hour Massage = $40
Hot Stone Massage = $40
*All scheduled employee appointments are subject to change if a Massage Envy
client requests the time that you are scheduled.
Massage Envy of Springfield: Employee Handbook 3
Part 2: Policies and Procedures
This section lists and explains all of Massage Envy of Springfield’s policies and procedures.
Please read through all of these policies and use this handbook as a reference when you
need to look up a policy or procedure. Please ask your CA any questions that are not
answered in this section of your handbook. Continued disregard of any of these policies
will result in disciplinary action up to and including termination.
Dress Code
We ask all employees to use common sense and dress professionally when they come to
work. All employees are required to be in a Massage Envy approved uniform when
performing their duties. Please make sure you are neat and clean at all times, and please
keep your uniform in good condition.
The massage therapist uniform consists of the following:
• A clean and ironed white or tan Massage Envy polo shirt
• Black or tan Dockers style pants or shorts (knee length or longer)
• Closed-toed footwear
The wellness consultant’s uniform consists of the following:
• A clean and ironed black Massage Envy polo shirt
• Black or tan Dockers style pants or shorts (knee length or longer)
• Closed-toed footwear
All employees are required to adhere to the following guidelines:
• Shoes must be worn at all times.
• Undergarments should not be visible through your clothing.
• The Massage Envy uniform must be worn at all times while on the premises of
Massage Envy.
• Facial jewelry, earrings, and tattoos must be approved by management and be
within professional industry standards.
• Refrain from using any products that create strong odors such as excessive cologne
or perfume.
• Therapists with long hair will need to pull their hair into a ponytail or out of the way
so that it does not disturb the client during the massage.
• Keep facial hair or beards neatly trimmed and clean at all times.
If an employee comes to work and they are not dressed in accordance with the dress code
as described above, they may be asked to leave and return with the appropriate attire.
Non-Smoking Environment
Massage Envy maintains a smoke-free and tobacco-free environment. You are not
permitted to smoke on the premises, or within 20 feet of the outside of the premises. If it is
determined that you smell of smoke or tobacco, you will be asked to leave for the day.
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Arriving for a Scheduled Shift
Please arrive for your shift ready to work and in uniform. You should arrive for your shift at
least fifteen minutes prior to the time you are scheduled. Upon arrival, make sure that you
clock in. Therapists should check the room assignment sheet and the inventory of supplies
they will need to perform massages throughout their shift. Wellness consultants must
arrive early in order to prepare for their shift and pre-chat any prospects who have been
scheduled with them.
Keeping an accurate record of your time is your responsibility and this information is
required for payroll and to ensure you receive any other employee benefits that may be
affected by your time working at the clinic. If you arrive after your scheduled shift time
then you will be marked as late on the computer system. Please note that excessive
tardiness may result in disciplinary action up to and including termination of your
employment at Massage Envy. Lateness is disruptive to the business and places stress on
you, your co-workers and the clients (see Attendance Policy).
Please turn your cell phone to vibrate or silent. Cell phone use is prohibited in any part of
the clinic except the break room. If it is necessary to make a phone call in the break room,
please make sure to speak in a low voice that will not disturb the massages that are taking
place. Please be courteous.
Clocking In and Out
Each therapist will be provided a log-in and password for the computer system to allow
them to clock in/out for their shifts. You must make sure you clock in when you are
ready for your shift and that you clock out before you leave for the day. It is extremely
important for you to keep accurate time records at the clinic. Failure to do so is
considered falsifying records and is cause for disciplinary action.
Room Assignments
Each day, a room assignment sheet will be completed to ensure that you know where you
will be working throughout the day. Additionally, if you are scheduled for a couple’s
massage, then you must coordinate with the therapist who will share the couple's room
with you. Working together will provide the clients with an excellent experience at the
clinic and keep them coming back for more appointments. Couple’s massages are usually
noted in red on the appointment screen to easily identify. However, it is always a good
idea to read the notes for the appointment to gather any additional information.
When assigned a room, please honor the designation to help eliminate confusion during the
day. It is also very important to be aware of your time throughout your shift. Remember, if
you have lost track of time and are running late, this may affect a co-worker who will be
using the same therapy room later in the day.
Massage Envy of Springfield: Employee Handbook 5
If your co-worker is not able to give their client a complete massage session, it may affect
their tip and even their compensation if the client decides they no longer wish to make
another appointment with that therapist. This is not fair to your co-workers, so we ask that
you be very conscious of time during your shift.
Preparing the Table
Follow these tips for table preparation.
Each table requires:
• One heating pad
• One fleece pad
• Two flat sheets
• One blanket
• One face cradle cover
Steps for Table Preparation
1. Cover the table with the heating pad. The pad should be placed on the table with the
heating control at the top of the table. The electrical cord should be secured to the
floor with a cord cover to prevent therapist and/or client from tripping.
2. Place and secure the fleece pad on top of heating pad.
3. Place two sheets over the fleece pad.
4. Cover the sheets with a blanket.
5. Fold the edges of top sheet and blanket back about 4 inches.
Pre and Post Massage Procedures and Protocol
Prior to receiving your client, you need to review the Client Intake Form from the front
desk. This will be placed on a clipboard for you. Communicate with the wellness
consultant who interviewed the client to make sure that you know and understand the
client’s massage needs. Review any special requests from the schedule notes.
The wellness consultant will inform the client that the massage is a one-hour session,
which includes fifty minutes of hands-on time: five minutes before the massage for
consultation and disrobing and five minutes after the massage for dressing and final
therapist recommendations.
Look over the Client Intake Form for any questions, comments, or concerns that may arise.
Specifically look at any ailments and frequency of massage. Also, look briefly at the survey.
Why do they get massage and how often do they receive massage?
Greeting the Client
How we treat our clients gives them an impression of our clinic and Massage Envy as a
whole. Greeting the client appropriately is important. Smile and greet the client by saying,
"Hello, my name is ________ and I will be your therapist today". Extend your hand in
greeting. Also, follow these steps when preparing to begin the massage:
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1. Accompany, do not lead, your client to the massage room.
2. Review what the wellness consultant learned from the client about their needs for
massage today. Restate what you understand their need to be and ask further
questions as necessary.
3. Listen to the client's concerns and let them know how you are going to address their
therapy needs. Review the intake form to ensure that all questions have been
answered. If something is incomplete, ask specific questions to make sure there are
no issues.
*You must have your client's permission work abdomen and gluteal regions.
4. Let the client know you will be leaving the room and they should undress to their
comfort level and may place their clothing on the chair or hang it on the hook on the
wall. Also, tell them where they may place their jewelry.
5. Tell them to lie on the table (face up or down) under the top sheet and that you will
knock before entering to make sure they are ready.
6. Leave the room. Typically, one or two minutes is more than enough time for the
client to undress and get on the table. Do not leave the client waiting on the table.
Beginning and Ending the Massage Session
Follow these steps when beginning the session:
1. After one or two minutes, knock and ask the client if they are ready. Enter after the
client responds.
2. Upon entering the room, ask if they are comfortable. Even if the client says they are,
always ask if you can do anything to increase their comfort by adjusting the bolster
or face cradle. Let the client know you can adjust the table warmer for added
comfort.
3. Before you place your hands on the client, make them aware that you are going to
start, so that you do not startle them.
4. Let the client know that if at any point during the massage they are uncomfortable,
they should let you know.
5. Choose the combination of massage modalities that will benefit the client the most,
checking in occasionally during the session for pressure.
6. Be aware of the client's need to relax. Limit conversation to questions that will
ensure the client is receiving the massage they expect and understand what
problem areas you are attempting to relieve.
Follow these steps when ending the session:
1. In the last three or five minutes of the massage, you should start communicating
with your client.
2. Let the client know that the session is almost over and ask if they would like you to
spend more time on a specific area.
3. Thank the client for their time and excuse yourself, letting the client know that you
are leaving the room and that they should get up slowly from the table. Let the
client know that once they are dressed, you will be outside the room to escort them
back to the front desk.
4. After leaving the room, wash your hands and complete the information on the
Therapist Recommendation Form.
Massage Envy of Springfield: Employee Handbook 7
5.
6.
7.
8.
9.
• Your name (can complete this in advance)
• Your upcoming schedule (can complete this in advance)
• The client's name
• The recommended frequency
• Write your client a short note (a stretching or health tip, or a thank you note).
Pick up a cup of water and wait for the client to exit the room. Let them know the
importance of drinking water after a massage.
When your client exits the room, offer them the water and escort them back to the
front desk to the wellness consultant who assisted them prior to the massage.
If your client is disoriented when exiting the treatment, suggest that they rest a few
minutes in the tranquility room before leaving.
At the front desk, with the attention of the consultant, communicate with your client
the information you have completed on your business card. It will go something like
this:
• "Thank you for coming in today.”
• Tell the consultant, "To continue our progress I recommend that ___ returns
in…"
• Ask the consultant to schedule another appointment for your client.
• Thank your client one last time and tell them you will see them in however
many weeks you recommended.
Don't forget to complete your notes about the session on the client intake form
(SOAP notes).
Mandatory Ethical Standard
It is the Policy of Massage Envy that boundaries as related to touch be respected, and that it
is the responsibility of the massage therapist not to offend a person's boundaries. This
policy allows us to create a space of healing, trust, and support. It is requested and
recommended that therapists learn and practice a high degree of sensitivity, compassion,
honesty, and selflessness in the area of touching. The only type of touch that is allowed at
Massage Envy is touching that is healing and caring to the person being touched.
As a therapist you must acknowledge the vulnerability of the client on the table and the
high degree of trust the client has placed in your hands. The therapist has responsibility for
what occurs during a session. The therapist must be very clear that the only intention and
purpose of the session is therapeutic, healing, caring, and professional.
Massage Envy has adopted a mandatory ethical standard that requires draping of genitals
and women's breasts. This policy prohibits the direct or indirect massaging or touching of
genitals and women's breasts.
Draping Policy
Massage Envy therapists provide modest draping (the tuck and pull method) to ensure the
safety, comfort, and privacy of each client. The therapist will only undrape the part of the
body they are working on at the time. The drape is a non-verbal boundary to the client and
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tells them where the therapist will work next. A therapist will never work under a draped
area. Draping must be neat, tight, and appropriate for the area receiving work. All Massage
Envy Therapists will be trained on Massage Envy standards of draping.
Draping is required during all massage therapy sessions. It should be performed with
intention, care, and awareness. Draping should make the client feel safe, secure, and
respected. Draping should leave the client's genitalia and women's breasts completely
unexposed at any angle of sight. Draping is a communication to the client that their
modesty and privacy are respected. This helps create a non-threatening environment and a
space of trust for the client.
Zero Tolerance of Inappropriate Behavior Policy
Massage Envy will not tolerate any inappropriate behavior from its employees or clients.
All employees and clients are asked to immediately report inappropriate behavior to the
manager on duty or the CA. The manager on duty or CA is required by Massage Envy to act
promptly, including suspending and/or terminating the employment of the offender.
Massage Envy also reserves the right to pursue prosecution, if deemed necessary.
Examples of inappropriate behavior include but are not limited to:
• Inappropriate contact with a client (for example: massaging of genitals or female
breasts, or touching a client in any manner other than protocols of a therapeutic
massage session).
• Inappropriate draping (for example: male and female genitalia and female breasts
shall remain modestly covered at all times. In addition, a therapist will not be
present in a therapy room with another person that is not draped).
• Engaging in discussions or actions of a sexual nature in front of clients (for example:
use of language and/or actions that infer sexual suggestiveness or explicit
sexuality).
• Inappropriate behavior or conversations with or in front of clients (for example:
sharing negative comments about other employees, clients, and Massage Envy
policies and procedures, complaining about being tired, sore, under compensated,
and/or commenting about clients’ tipping habits).
• Participating in any relationship with clients outside the therapeutic relationship
model.
Massage Envy will not tolerate inappropriate behavior from its clients. All employees are
required to immediately report incidents to the manager on duty for prompt remedial
action, including but not limited to cancellation of membership and prosecution.
If at any time the therapist feels uncomfortable or threatened by a client's actions, the
therapist must end the session immediately and report the incident to the manager on
duty. It is unacceptable for any therapist to become argumentative with a client. All
disputes must be brought to and handled by the manager on duty. Please see the flow
charts on pages 13 and 14.
Massage Envy of Springfield: Employee Handbook 9
Handling Customer Complaints and Incidents
Clients let us know what is going on in our clinics by sending in feedback via customer
satisfaction surveys, the Massage Envy website, the wellness consultants, the manager on
duty, the CA, or the clinic owners. Below are common complaints:
• Massage experience
 Disliked the massage
 Disliked therapist
 Therapist did not listen to client’s needs
 Therapist had cold hands
 Therapist talked too much
 Therapist smelled like cigarettes
 Therapist gave a sixty minute session instead of a ninety minute session
• Appointment scheduling
 Errors in scheduling
 Preferred unavailable time
• Session shorted
 Client expected sixty instead of fifty minutes of hands on time
 Therapist toke too long to return when the client was undressing and the
session was cut short
• Running late
 Client showed up late and was angry that the session was shortened
 Therapist showed up late and the client was angry that the session was
shortened
• Room atmosphere
 Too cold
 Disliked the music
 Room not "Zen" enough
In truth, we need to know what the common complaints are so we can take steps towards
solving these issues. Consider that only four percent of clients take the time to let us know
what is going on in our clinics, good or bad. It is important to solicit feedback every day
because it shows our clients we genuinely care about their needs and concerns.
Client experience matters
Clients rarely tell us when they are dissatisfied, but they will tell others. The graph on the
next page demonstrates the amount of people who will hear about a client’s Massage Envy
experience depending on the quality of their visit.
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Client Experience and Effects on Reputation
Great Experience
Number of people told
Bad Experience
Okay Experience
0
5
10
15
20
25
If a client has a bad experience and tells ten to twenty people, and as a result two
percent of those people decide to never visit a Massage Envy, therapists could be losing
a lot of money each month. Also, consider how online blogs, email, and the internet
spread the word and impact the business.
Client Complaints
While we hope that therapists will not have to deal with clients’ complaints, we do want
them to be prepared. Wellness consultants can benefit from following a system for taking
complaints as well. Follow the method outlined below.
Listen
When you listen with empathy, you relate the client's experiences to your own in order to
understand why they are upset.
Apologize
The point is to calm the situation and solve the problem. Your client will find it difficult to
be angry when you are taking responsibility and genuinely showing concern.
Solve
Use apology-starter sentences such as the following:
• I can see why you feel that way.
• I understand how you feel.
• If this happened to me, I would feel the same way.
State your intention by saying one of the following sentences:
• It is my goal to provide you with a stress-free experience.
• Let's make this time all about you.
• Please give me feedback so that I know that I am giving you a great massage.
• I want to make this right for you.
Massage Envy of Springfield: Employee Handbook 11
Thank
Complaints are gifts. When a client complains, they are giving you a glimpse of their
perspective and are providing you with an opportunity to improve. Say thank you in one of
the following ways:
• I would like to thank you for bringing this problem to my attention so that I can
prevent it from happening in the future.
• I want to make sure we address this issue, so I really appreciate you coming back
for another massage to let me know how I did.
Research tells us a customer is more likely to return after a bad experience that has been
effectively resolved than if they had not complained.
Inappropriate Touch Procedure
The section above explains what to do when a client or member who has a general
complaint. However, if a client or member complains that they were inappropriately
touched by a therapist, or if a client acts inappropriate with a therapist, we have a very
serious incident to handle. Similarly, a therapist's report of inappropriate behavior by a
client or member is also very serious. The procedures outlined on the next two pages
must be followed depending on who the complainant was and who was at fault.
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Incident Handling Flow Chart (1)
Therapist Reports Inappropriate Conduct
1. End the session immediately. Remain calm and tell the client
that you are ending the session and once they are dressed a
manager will meet them in the hall.
2. Notify a manager and wait in the break room or office until the
client has left the premises.
3. The manager on duty, with a witness, will escort the client to
the front lobby for payment.
4. The manager will request information about the incident from
the client.
5. The manager will confirm the client's full name, address, and
phone number.
6. The manager will notify the client that he/she is no longer
welcome at Massage Envy locations.
7. Complete a Client Incident Report. The manager will also have
each witness complete a report and he/she will gather any
documents or notes concerning the incident.
8. The manager will notify the CA immediately. She will review
the report and documentation and take appropriate action as
directed by Massage Envy.
Massage Envy of Springfield: Employee Handbook 13
Incident Handling Flow Chart (2)
Client reports Inappropriate Conduct
1. The Wellness Consultant will take the client to a private area if
necessary. Have a witness with you.
2. Allow the client to vent and recover.
3. Do not admit or deny any blame and do not make any promises
about the allogation, other than that it will be investigated.
4. Confirm their full name, address, and phone number.
5. Complete a Client Incident Report from each witness and gather
any documents or notes concerning the incident.
6. Notify the Clinic Administrator immediately. She will review the
report and documentation and take appropriate action as directed
by Massage Envy.
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Attendance Policy
The successful operation of our business depends greatly upon every team member being
at work and ready to work on time. The development of this attendance policy has been
driven by excessive absences, time-off requests, and tardiness.
Schedules are developed based upon projected staffing needs for a particular day. The
disruption caused by a person calling-in sick can negatively impact customer experience
and requires others to work more. While we understand that life outside of work happens
and can affect your ability to arrive for a scheduled shift, the impact on the clinic and the
frequency with which people call-in must be addressed.
Absences
You must contact your manager or the wellness consultant in charge for the shift, a
minimum of two full hours before your shift starts to let them know if you cannot work. If
you do not reach someone in person, leave a message, but keep trying to call until you
actually speak to them.
If you become ill or need to leave before your shift is done, and have worked less than half a
shift, it will be considered an absence. If you have worked more than half of your shift, it
would count as leaving early, but you need to help find replacements when you can.
Employees are encouraged to find their own replacements if they are sick or have an
emergency that calls them away from their duty. If you have appointments booked for the
day, you must find a therapist to cover those appointments. Employees will be given a
printed list of employee phone numbers to contact other co-workers. Please try to find
your replacement before calling management if you can, but you must contact a manager at
least two hours before your shift starts. If an employee is out sick more than two days, a
doctor's note will be required to return to work.
We all experience illness or last minute emergencies. All staff is encouraged to be flexible
and cover shifts for others. We appreciate all employees who step up and fill in for coworkers who need to leave work unexpectedly. We will compensate you by reducing
points accumulated as noted in the Attendance Points Chart on page 17.
Tardiness and Leaving Early
Massage Therapists must arrive fifteen minutes prior to when their time is posted in the
client schedule. This time will help you prepare and be centered for your clients before
they get here, not when they are in the waiting room. Wellness consultants must also arrive
fifteen minutes prior to their shift, in case they need to handle a client intake form as they
start their shift. If you are running late, please call the clinic and let the manager on duty
know when they can expect you. If you are late, you will be assigned points.
Please do not call the front desk in the morning to check your schedules. If you have a shift,
always assume that you are starting on time. If there is a schedule change and you are not
required to come in on your scheduled time, the front desk will call you.
Massage Envy of Springfield: Employee Handbook 15
When working your shift, please do not ask to leave early just because you are not fully
booked. Remember that about half of our appointments are made same-day, and we must
have enough employees on duty to account for these same-day appointments. If the
schedule has enough flexibility that an employee can be sent home early, the manager will
contact you. If you ask to leave the clinic more than one hour prior to the end of your shift,
you will be assigned points.
Time-Off Requests
You can request up to three days off every quarter in which we will not require a
replacement. If you do not use those three days one quarter, they will roll over and then
expire at the start of each year. Time-off requests are unpaid.
Since our clients tend to book appointments at least one month in advance, we ask that you
plan far enough ahead of the time that we can make the schedule change before you have
an appointment booked for those days. If you are requesting one or two days off, the timeoff requests must be submitted a full four weeks in advance for consideration. If you are
requesting three or more days off, the time off requests must be submitted a full six weeks
in advance for consideration.
Time off requests that are submitted with the advanced time frames will not be subject to
the points system. Time off requests that are not submitted within the requested advance
time frames are subject to the points system. For example, if you request a day off two
weeks in advance and you already have requested appointments on the schedule, if the
request is granted, you will need to find a replacement and you will be assigned the
corresponding points.
To be fair to all co-workers, we will alternate holiday time-off requests for employees. For
example if you request time off at Thanksgiving, you will not be granted time off at
Christmas. These (along with all days) are given at a "first come, first serve" basis.
These are requests and may not always be honored depending on business demands and
existing bookings. You will be asked to find a replacement for your shift or to replace your
absent time with other shifts so please plan accordingly before you request off. Request-off
slips need to be dated and completed in full. All exceptions must be approved by an owner.
Attendance Points Chart
For each occurrence, employees will have points deducted or credited against them as
shown on the chart on the next page. Employees do not want to earn points; however, in
event that points are earned, an employee can remove points for their record by helping
out around the clinic in the ways listed in the chart.
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Occurrence
Each absence without notice
Each absence without timely notice and no replacement
Late for shift (arrival after your shift was supposed to start)
Each absence with timely notice but no replacement
Did not have required uniform ready
Ran more than 10 minutes over with a client
Took a client back more than 5 minutes late
Each absence with replacement found but requested therapist
appointments are already scheduled
Late clock in (within the 15 minutes before the shift starts)
Each early leave (1+hours) unless approved by manager
Each time off request that comes in less than four weeks
Each absence with own replacement(s) found
Door tag unused
Left table unmade/plugged in
Put lotion/crème back unfilled
Did not empty trash in therapy room
Did not clock in/out
Points
+40 points
+20 points
+15 points
+10 points
+5 points
+5 points
+5 points
+5 points
+5 points
+5 points
+5 points
+3 points
+3 points
+3 points
+2 points
+1 point
+1 point
Perfect attendance for one month
-10 points
Covering a partial shift for an absent employee (available for a min of
two massage hours)
-5 points
Covering a full shift for an absent employee
Working a chair massage event
Covering a massage for an absent employee (outside your own shift)
Filled someone's unfilled bottle/tube
Emptied a full trash can in the clinic
*CA may add or subtract points at any time as she sees fit.
-10 points
-7 points
-3 points
-2 points
-2 points
Corrective or Disciplinary Action
The attendance points will accumulate in the employee file, and if the total amount of
points reaches certain levels, it will result in disciplinary action including termination. If
you are in a corrective action, you will not receive any Massage Club bonus until you
complete your corrective action plan. Discipline will occur at the certain point amounts, as
depicted in the chart on the following page.
Massage Envy of Springfield: Employee Handbook 17
Employee Hours
Verbal Warning
Employees working 4 or more 40 points
days per week
Employees working less than 30 points
4 days per week
Written
Warning
60 points
50 points
Final Written Warning,
UTO, and Termination
75+ points
65+ points
Ending your shift and leaving the clinic
You may leave your scheduled work shift forty-five minutes prior to the end of your shift,
provided you do not have a client, you have completed all your S.O.A.P. notes, restocked
the linens in the therapy room that was used, and assisted with laundry and other clinic
chores. Please leave the therapy room you used fully stocked and cleaner than when you
arrived. These duties are part of keeping the clinic clean, prepared, and professional. They
are a part of your job description and important to the daily operations of the clinic.
Be sure to clock out at the end of every shift to ensure proper time keeping for payroll.
Minors Policy
This policy will not supersede any state or local regulations regarding the provision of
massage services to minors. It is the responsibility of the massage therapists, CA, and the
franchisee to understand any state or city regulations regarding the provision of massage
services to minors.
Massage Envy’s policy requires that the following guidelines be adhered to:
• Massage Envy does not provide massage services to minors under the age of 8.
• A parent/guardian of any child ages 8-17 must provide written permission via the
Massage Envy Parental Permission Form prior to the minor receiving massage.
The form must be signed and dated by the parent/guardian in the presence of a
Massage Envy staff member, and the staff member observing the completion of the
form must also sign and date the form.
• Children ages 8-14 must be accompanied by a parent/guardian at all times while
in the clinic. The parent/guardian must either be seated in the room throughout
the entire massage session while the minor is receiving his/her massage or
receiving a massage in the same room (the Couple's Room).
• Massage Envy highly recommends that minors be scheduled with the same gender
therapist; however, a parent/guardian may request a different gender through
written approval via the Minor Massage Parental Permission Form. Again, this form
must be signed and dated by the parent/guardian in the presence of a Massage
Envy staff member.
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Prenatal Massage Therapy
Prenatal massage is relaxing for most to-be mothers, but to ensure the safety and comfort
of our clients, therapists and wellness consultants should know the benefits,
contraindications, and policies associated with prenatal massage.
Potential Benefits
There are several observed or identified potential benefits to massage therapy during
pregnancy including:
• Relief of muscular tension, especially in the lower back, upper back, shoulders, and
neck
• Reduced stress on weight-bearing joints
• Enhanced body-awareness for better posture and less discomfort
• Supported birth process by relaxing muscles involved in labor and birth
• Eased anxiety and stress during time of transition
• Emotional support and nurturance
Contraindications
These may include complications in pregnancy such as:
• Early labor, miscarriage threat, placental or cervical dysfunction
• Gestational Edema Proteinuria Hypertension (GEPH)
• Eclampsia
• Gestational Diabetes
Since massage therapy is contraindicated for the above complications, it is also
contraindicated for women experiencing any of the following symptoms/signs related to
the above complications:
• Bloody discharge
• Continual abdominal pains
• Sudden, rapid weight gain
• Increased blood pressure
• Protein or sugar in urine
• Severe back pain that does not subside with the change in position
• Visual disturbances
• Severe nausea and/or vomiting
• Severe headaches
• Excessive hunger and thirst
• Increased urination in the second trimester
• Fever
• Diarrhea
• Excessive swelling in the arms or legs
• A decrease in fetal movement over a twenty-four hour period
Some additional conditions that contraindicate massage therapy are any phlebitis,
thrombosis, or suspected clotting conditions, any kidney, liver, or spleen compromise or
Massage Envy of Springfield: Employee Handbook 19
infection. Local massage on areas with severe varicose veins and swelling are avoided due
to clotting risk.
Prenatal Massage Policy
This policy was developed to ensure that Massage Envy offers the safest and most
conservative approach to delivering massage therapy services to our prenatal clients.
The policy includes the following requirements and expectations:
• Therapists providing prenatal massage must be experienced in delivering this type
of service and understand the benefits and contraindications associated with
prenatal massage. It is recommended that therapists complete a minimum of 7
hours of training in prenatal massage.
• It is the franchisee's responsibility to ensure therapists are trained in Massage
Envy's prenatal policies and procedures.
• When a client discloses she is pregnant either at the time of appointment scheduling
or on the Wellness Chart, the following steps will be taken:
 The front desk staff will provide the member/client with a copy of the Prenatal
Release Form to read and sign.
 The Massage Therapist will review the Prenatal Release Form and the
Wellness Form to address any questions regarding prenatal massage during
the intake process.
 Clients experiencing a high-risk pregnancy will need to provide a signed
doctor's approval prior to receiving massage. This release will be filed in the
client's Massage Envy file.
 For returning prenatal visits, the therapist should ask and document any
changes in the client's condition. A doctor's written approval may be required
if new high risk symptoms are occurring, even if the client has previously
received prenatal massage from a Massage Envy clinic.
• Once a client has disclosed they are pregnant, all massages will be performed using
Massage Envy approved prenatal cushions or body pillows with approved vinyl
covers and according to Massage Envy procedures. Massage Envy has three
approved prenatal cushion systems: Body Support Cushions, Pregnancy Comfort
System and the Body Buddy Pillow Case System. No other bolstering systems are
allowed. If the vinyl covered body pillows are used, they need to be either in a
onetime use pillow case or covered with a sheet for sanitation reasons. Vinyl covers
should be cleaned with disinfectant daily.
• Therapists may perform the massage moving client from side to side or side to back.
However, if the client is positioned on back, a wedge must be placed under their
right side from bottom of rib cage to the hip and a bolster placed under the client’s
knees. Client should not be positioned on their back after the 2nd trimester.
• Prone positioning (client lying on stomach) is not allowed during the massage
session. The prone position on a massage table adds extra strain on the low back
and pelvic areas which can cause unnecessary back pain. The prone position also
puts pressure on the breasts which can be very sensitive during pregnancy, even in
the first trimester.
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•
•
Massage of the abdomen is not permitted during a massage therapy session.
All therapists must use Massage Envy's outline draping and positioning protocol at
all times. No other draping or positioning protocols are allowed.
Massage Envy of Springfield: Employee Handbook 21