SOP – Bed Bug Response Procedure

Department: Field Operations
Applies To: All Cleaning Technicians, Crew Leaders, and Management

Purpose

The purpose of this procedure is to protect our employees, customers, equipment, vehicles, and other clients from the accidental spread of bed bugs while maintaining a professional and respectful customer experience.

Bed bugs can be transported on clothing, shoes, cleaning equipment, bags, towels, and other materials. Even a single bed bug transported to another customer's home or an employee's residence can create significant hardship.

For this reason, ANNS Cleaning Service maintains a Zero-Tolerance Exposure Policy regarding suspected active bed bug infestations.

Employees are never expected to diagnose an infestation. Their responsibility is only to recognize possible evidence, stop work, and notify management.

Policy

If evidence suggests an active bed bug infestation may be present, work shall immediately stop until management provides further instruction.

Employees shall not continue cleaning the affected area simply because the customer requests it.

Management will determine whether work may continue, whether only unaffected areas may be serviced, or whether the appointment must be terminated and rescheduled.

What Bed Bugs Look Like

Employees are not expected to become pest experts; however, they should be familiar with common indicators.

Possible signs include:

• Live bed bugs

• Recently deceased bed bugs

• Bed bug eggs

• Empty shed skins (cast skins)

• Small dark fecal spotting around mattress seams or furniture

• Numerous unexplained bites reported by occupants

• Customer disclosure of a current or recent infestation

The presence of any one of these indicators should be treated seriously.

When in doubt, stop work and contact management.

High-Risk Areas

Employees should remain observant whenever cleaning:

• Bedrooms

• Mattresses

• Box springs

• Headboards

• Upholstered furniture

• Recliners

• Sofas

• Bedding

• Blankets

• Pillows

• Pet bedding

• Fabric storage bins

Bed bugs may also hide behind:

• Baseboards

• Wall hangings

• Curtains

• Electrical outlets

• Furniture joints

• Cracks and crevices

Immediate Response Procedure

If bed bugs are suspected:

1. Stop Cleaning

Immediately stop cleaning the affected room.

Do not continue cleaning "just to finish."

2. Leave Items Undisturbed

Do NOT:

• Shake bedding

• Strip beds

• Vacuum mattresses

• Move mattresses unnecessarily

• Flip mattresses

• Remove linens from the room

• Carry pillows throughout the house

• Sit on beds or upholstered furniture

Minimizing disturbance reduces the chance of spreading insects.

3. Notify Your Crew Leader

If working with a Crew Leader:

Immediately notify them.

If working alone:

Contact management immediately.

4. Document the Situation

If safe to do so:

Take several clear photographs showing:

• Live insects

• Eggs

• Shed skins

• Fecal spotting

• General location

Document:

• Room

• Item affected

• Approximate location

• Customer comments

• Time discovered

Do not attempt to collect specimens unless instructed by management.

5. Wait for Direction

Management will determine whether:

• Cleaning may continue in unaffected areas

• Service should stop immediately

• Service should be rescheduled

• Additional precautions are necessary

Employees should never make this decision independently.

Professional Communication With Customers

Remain calm.

Do not accuse the customer.

Do not state that the customer has bed bugs as a fact.

Instead use professional language such as:

"We've noticed something that requires management review before we continue cleaning."

or

"For the protection of all of our customers and employees, company policy requires us to pause work whenever we observe possible evidence of a pest issue."

Avoid discussing possible health concerns or offering treatment advice.

Management will handle further communication.

Equipment Protection

Whenever possible:

• Keep equipment on hard flooring.

• Never place cleaning bags on beds.

• Never place equipment on upholstered furniture.

• Keep backpacks, caddies, and vacuums away from bedding.

• Avoid unnecessary contact with fabric surfaces.

Employee Inspection Before Leaving

Before entering another property or returning home, inspect:

• Shoes

• Pants

• Shirt

• Socks

• Gloves

• Apron

• Tool bags

• Cleaning caddies

• Vacuum

• Extension cords

• Towels

• Microfiber cloths

If anything appears contaminated:

Immediately notify management.

Potentially contaminated reusable items shall be isolated in sealed bags until instructions are provided.

Vehicle Protection

Employees should avoid placing potentially contaminated items directly onto vehicle seats.

If contamination is suspected:

• Seal items in plastic bags.

• Notify management.

• Do not transport loose contaminated materials.

Returning to the Property

Only management may authorize returning to a property where bed bugs have been suspected or confirmed.

Management may require:

• Proof of professional treatment

• Confirmation that treatment has been completed

• A waiting period following treatment

• Additional inspection before scheduling future service

Employee Safety

Employees have the authority to stop work whenever they reasonably believe they have encountered a bed bug infestation.

Employees will never be disciplined for stopping work in good faith under this policy.

Management would rather investigate a false alarm than expose employees, customers, equipment, or future clients to unnecessary risk.

Customer Disclosure

Customers are expected to disclose any known active bed bug infestation or current treatment before service begins.

Failure to disclose a known infestation may result in:

• Immediate termination of the appointment

• Applicable cancellation or trip charges

• Refusal of future service until management determines the property is safe

Frequently Asked Questions

What if I'm not completely sure?

Stop work and contact management.

Employees are not expected to identify insects with certainty.

What if the customer says they were already treated?

Notify management.

Only management may authorize continuation of service.

What if I only found one bug?

One confirmed or suspected bed bug is enough to stop work.

Can I continue cleaning other rooms?

Only after management has reviewed the situation and authorized continuation.

Can I tell the customer they have bed bugs?

No.

Describe only what you observed and explain that company policy requires management review.

Responsibilities

Cleaning Technician

• Remain observant.

• Stop work when necessary.

• Notify management.

• Document findings.

• Protect equipment.

• Follow all instructions.

Crew Leader

• Verify employees have stopped work.

• Notify management immediately.

• Assist with documentation.

• Ensure contamination prevention procedures are followed.

• Maintain professional communication.

Management

• Evaluate reported findings.

• Determine whether work continues.

• Communicate with the customer.

• Document the incident.

• Determine future scheduling requirements.

• Protect employees and company assets.

Key Principle

When dealing with possible bed bugs, protecting employees, customers, and preventing accidental spread always takes priority over completing a cleaning appointment.

When in doubt:

Stop work. Contact management. Let management make the decision.