Resident Onboarding Playbook
Partner Property Operations · Go-Live Kit

The Complete Resident
Onboarding Playbook

Four distinct journeys. One unified system. This playbook equips every property manager and leasing team with the exact steps, materials, and scripts needed to onboard every resident type into PawFred from day one.

Pet Resident
Dogs & cats with full registration, NFC tag, and PawScore profiling.
PawFred Go + Key
Assistance Animal
ESA & Service Animals. HUD-compliant workflow with documentation gating.
PawFred Key · ESA Flow
Pet Resident (Other)
Birds, reptiles, fish, small mammals. Simplified compliance path.
PawFred Go
No Animal Resident
Non-pet households. Acknowledged & recorded for full property compliance.
PawFred Go · Record Only
01 · Pre-Launch Property Setup

Before a single resident is onboarded, complete the following property-level configuration. This is the PM's responsibility and must be done at least 5 business days before go-live.

Property Profile

  • Property name, unit count, address
  • Pet policy rules (breed, weight, deposit)
  • ESA accommodation policy uploaded
  • Authorized PawFred admin email set
  • Go/Key tier confirmed with PawFred team

NFC Tag Inventory

  • Order tags via PawFred partner portal
  • Quantity = estimated pet-bearing units × 1.5
  • Tags arrive pre-linked to property account
  • Store in leasing office, log serial numbers
  • Reserve 10% as replacements

QR Code Materials

  • Download property QR sheet from partner portal
  • Print: lobby poster, welcome packet insert, door hanger
  • QR links to: pawfred.com/register/[propertycode]
  • Test QR scan before distributing
  • Post in mailroom, lobby, pet relief area

Resident Communication

  • Send pre-launch email (14 days out)
  • Send reminder email (3 days out)
  • Include QR code + deadline in both
  • Templates available in PawFred portal
  • Translate if multilingual community
PM Script — Leasing Team Briefing: "PawFred is our animal registration system. Every resident — whether they have a pet, an ESA, another animal, or no animal at all — must complete a registration. This is a compliance requirement tied to the lease. Our job is to guide each resident to the right path and make sure they complete it within 30 days of move-in."
02 · Resident Onboarding Journeys

Pet Resident — Dogs & Cats

Full registration with NFC tag delivery and PawScore profiling via PawFred Go + Key

Primary Flow
NFC Tag Required PawScore Generated Pet Policy Signed Pet Deposit Triggered Lease Addendum
Resident Journey — Step by Step
1
Resident receives Welcome Kit at move-in
PM hands resident the Welcome Envelope containing a QR door hanger and a brief 1-pager explaining the Animal Registration Program.
What's in the envelope: QR door hanger → property-specific registration URL · 1-pager: "What is PawFred?" · NFC tag (sealed, not yet activated) · Timeline card: "Complete by [Date]"
2
Resident scans QR code with mobile
Opens pawfred.com/register/[propertycode] — no app download required. Mobile-optimized flow begins immediately.
Screen 1 — "Do you have an animal in your unit?" → Yes, a dog or cat / Yes, another type / No animal
Scan to Register Your Pet
pawfred.com/register/[code]
3
Resident selects "Dog" or "Cat" and creates animal profile
Enters pet details to build the registration record and generate the PawScore baseline.
Required fields: Pet name · Species (dog/cat) · Breed · Age & weight · Color/markings · Vaccination status (upload rabies cert) · Spayed/neutered status · Photo upload (headshot + full body)

Optional: Microchip number · Vet name & phone
4
Resident e-signs Pet Addendum & acknowledges Pet Policy
Inline document signing — no wet signature needed. Policy presented in plain language with scroll-confirm.
Documents signed in-flow: Pet Lease Addendum (property-specific) · Community Pet Policy Rules · Pet Deposit Authorization (if applicable)
5
PawScore is generated
PawFred Key's intelligence engine scores the animal based on profile data. Score is viewable on the partner dashboard but is not shared with the resident as a number — only as a status indicator.
PawScore considers: Breed risk profile · Vaccination completeness · Rental history (if available) · Incident flag history
6
NFC tag is activated and linked to animal profile
Resident follows the in-app prompt to tap their pre-issued NFC tag against their phone. The tag activates and permanently links to the animal's digital profile.
NFC Tag activation: Tap once → profile linked · Tag ID recorded in dashboard · Tag displays: pet name, property, emergency contact, vaccination status when scanned by anyone (staff, vet, neighbor)
7
Confirmation & PM notification
Resident receives email/SMS confirmation. PM dashboard auto-updates the unit status to "Registered — Dog/Cat." Compliance tracker shows ✅ for that unit.
PM Action Item: If a resident hasn't completed registration by Day 14, trigger the automated reminder from the dashboard. If still incomplete by Day 30, escalate to a courtesy call and note in the lease file.

Assistance Animal Resident

ESA & Service Animals — HUD-compliant accommodation workflow via PawFred Key

Compliance-Critical
ESA Documentation Gate HUD-Compliant Review No Pet Fee or Deposit Accommodation Letter FHA Protected
Legal Note for PMs: Under the FHA and HUD guidelines, residents requesting ESA/SA accommodation cannot be charged pet fees or deposits. PawFred Key's ESA workflow is designed to be HUD-compliant. Do not deviate from the system's review process — let PawFred route the request correctly and document every action automatically.
Resident Journey — Step by Step
1
Resident receives standard Welcome Kit
Same QR Welcome Envelope as all residents. No pre-flagging or special handling needed at this stage — the system routes them.
2
Resident scans QR → selects "Assistance Animal"
On the opening screen of the registration flow, they select: "Yes — Emotional Support Animal" or "Yes — Service Animal." The system immediately switches to the ESA workflow.
ESA vs SA distinction:
— Service Animal: Task-trained, ADA-covered. No documentation required by law. Resident self-certifies task. No PawFred review needed. Register, tag, done.
— ESA: Requires valid accommodation letter from a licensed mental health professional. PawFred Key routes this through the documentation review gate.
3
ESA: Resident submits Accommodation Request
Resident uploads their ESA letter from a licensed mental health professional (LMHP) directly in the flow. PawFred guides them on what qualifies as valid documentation.
Valid documentation checklist shown to resident: Letter on LMHP letterhead · Provider's license number & state · Your name as the patient · Date (within 12 months) · Statement of disability-related need · Animal type (not breed-specific)
4
PawFred Key initiates 10-day HUD-compliant review window
Property receives notification. PM must review and respond within 10 business days per HUD guidance. PawFred dashboard shows countdown timer and required actions.
PM actions during review: Review uploaded documentation · Accept / Request additional info / Deny (with documented HUD-compliant reason) · All actions timestamped and stored in audit trail
5
Accommodation approved → Animal profile completed
Once approved, resident is prompted to complete the animal's registration profile. No pet fees are generated. The unit is flagged as "ESA Accommodation — Approved."
Profile fields: Animal name · Species & description · Photo · Vaccination records (encouraged, not required for ESAs) · Accommodation approval date stored
6
NFC tag issued and activated
ESA residents receive an NFC tag — same physical tag, different digital profile. Tag displays: "Assistance Animal — [Name]" when scanned. Helps staff and community identify the animal's status.
7
Annual re-verification reminder
PawFred Key auto-schedules a renewal reminder 11 months after approval. Resident receives a prompt to upload a refreshed ESA letter. PM is notified if not completed within 30 days.
Do Not: Ask about the nature of the disability, require specific forms (like HUD forms or "ESA registration certificates"), or demand breed/weight exceptions to be reviewed. PawFred's flow guides you within legal parameters. When in doubt, click "Request Additional Info" — never "Deny" without PM + legal sign-off.

Pet Resident — Other Animals

Birds, reptiles, fish, small mammals — simplified registration via PawFred Go

Simplified Flow
Basic Profile Optional NFC Tag Policy Acknowledgment No PawScore
Resident Journey — Step by Step
1
Resident scans QR → selects "Other Animal"
Flow branches to a simplified registration path. No breed risk profiling, no PawScore — just documentation and policy acknowledgment.
2
Resident selects animal category
System presents a category list to classify the animal type. This informs which policy rules apply.
Categories: Bird (caged) · Reptile · Small mammal (hamster, rabbit, guinea pig) · Fish (tank size declaration) · Exotic (flagged for PM review per local law)
3
Basic profile created
Minimal information required. Captures the basics for property records.
Fields: Animal name (optional) · Species · Quantity · Enclosure type (cage, tank, free-roaming) · Photo (optional) · Any required permits (e.g. exotic animal license if applicable)
4
Policy acknowledgment signed
Resident acknowledges the community's "Other Animal" rules — tank size limits, no free-roaming reptiles in common areas, etc. Stored in their digital lease file.
5
Optional NFC tag offered
Resident is offered an NFC tag for applicable animals (e.g., a rabbit or bird). They can decline. For fish/reptiles kept in tanks, tagging is not applicable and the option is not shown.
6
Record confirmed · Dashboard updated
Unit status updated to "Registered — Other Animal." PM sees a note in dashboard if an exotic animal was declared (manual review flag).
Exotic Animal Flag: If a resident declares an exotic animal (e.g., large snake, lizard, parrot species requiring permits), PawFred auto-flags the record for PM review. The PM receives a dashboard alert and should verify local permit requirements before approving the registration.

No Animal Resident

Non-pet households — acknowledgment recorded for complete property compliance

Record Only
No Tag Issued No Documents Required Compliance Record Created 60-Second Flow
Resident Journey — Step by Step
1
Resident scans QR → selects "No Animal"
The flow is intentionally minimal. Acknowledging is a compliance act — it confirms the property has a complete census of all animal activity across units.
2
Resident confirms: "I do not have any animals in my unit."
Single confirmation screen. The statement is displayed clearly for informed acknowledgment — not buried in fine print.
Resident sees: "By confirming, you acknowledge that as of today you have no animals living in your unit and that your lease addendum requires you to notify management within 7 days if this changes."
3
Record created · Unit flagged "No Animal — Confirmed"
Dashboard shows unit as compliant. The timestamp of acknowledgment is stored. No documents, no fee — just a clean record.
4
Change-of-status trigger
If the resident later acquires a pet, they can initiate a new registration from the same QR or a link in their confirmation email. The system auto-routes them to the appropriate flow (Pet, ESA, or Other).
PM Alert: Dashboard will notify PM if a "No Animal" unit submits a new registration. PM reviews and confirms the change within 5 business days to update lease addendum.
Why this matters: A "No Animal" confirmation is the foundation of a defensible compliance record. If an unauthorized animal is later discovered in that unit, the property has documentation that the resident affirmatively declared no animals at move-in — which supports enforcement action.
03 · Journey Comparison at a Glance
Resident Type NFC Tag Documents Required PawScore Pet Fee/Deposit Avg. Completion PM Action
Dog / Cat Required Vaccination cert · Pet addendum Generated Per policy ~8 min Review & approve profile
ESA Required LMHP letter (12 mo.) · Accommodation form Exempt Not allowed ~12 min + 10-day review Review ESA docs · Approve/Deny
Service Animal Recommended Self-certification only (ADA) Exempt Not allowed ~5 min Acknowledge · No review required
Other Animal Optional Policy acknowledgment · Permit (if exotic) N/A Per policy ~5 min Review if exotic flagged
No Animal None None N/A None ~60 sec None — auto-complete
04 · Partner Property Go-Live Kit

Every partner property receives a physical + digital kit at launch. This is what PawFred provides — and what the property team is responsible for deploying.

Physical Kit

  • NFC tags (pre-ordered quantity)
  • QR poster (lobby / mailroom / pet area)
  • QR door hangers (one per unit)
  • PM Quick Reference card (laminated)
  • Welcome packet inserts (one per unit)
  • "Register Your Pet" tent card (leasing desk)

Digital Kit

  • Partner portal access (admin login)
  • Property-specific QR code + URL
  • Email templates (launch, reminder, ESA)
  • SMS template (optional, short-code)
  • Compliance tracker dashboard access
  • PawFred training video (15-min PM walkthrough)

Legal Documents (Pre-loaded)

  • Pet Policy (property-specific)
  • Pet Lease Addendum
  • ESA Accommodation Policy
  • ESA Request SOP
  • No-Animal Acknowledgment
  • Annual Re-verification Notice template

PM Training Checklist

  • Watch PawFred onboarding video
  • Complete partner portal walkthrough
  • Run 1 test registration (each type)
  • Confirm QR codes scan correctly
  • Activate NFC tag in system
  • Review ESA review workflow
  • Set compliance deadline in dashboard
05 · Property Manager Scripts & FAQs

At Move-In (All Residents)

"As part of your move-in, we require every resident to complete a quick animal registration through PawFred — even if you don't have a pet. It takes about a minute for no-pet residents and around 5–10 minutes if you have an animal. Here's your QR code — just scan with your phone and it'll walk you through everything."

If Resident Has an ESA

"Absolutely — emotional support animals are welcome here. When you scan the QR code, select 'Assistance Animal' and the system will walk you through uploading your documentation. Once we receive and review it, typically within 10 business days, you'll be all set. No pet fee applies to approved ESAs."

If Resident Resists Registering

"The Animal Registration Program is a condition of your lease with us. It's a quick process and it's how we maintain a compliant and accountable community for everyone — including your neighbors. If you have questions about specific steps, I'm happy to walk you through it right here at the desk."

Common Resident Questions

Q: Do I need to download an app?
A: No. The registration flow is entirely web-based. Just scan the QR code with your phone camera.
Q: What does the NFC tag do?
A: When scanned, it shows your pet's profile — name, vaccination status, and your contact info. Great for safety in common areas and if your pet ever gets lost.
Q: Is my information private?
A: Yes. Your data is only accessible to the property management team and PawFred's secure system. It's never sold or shared.
Q: I have a fish tank. Do I need to register?
A: Yes — select "Other Animal" and choose "Fish." It takes about 2 minutes and just records your tank in our system.
06 · Go-Live Timeline (30-Day Window)
Day -14 · Two Weeks Before Go-Live
Property Setup & Kit Deployment
Complete partner portal config · NFC tag inventory confirmed · QR posters installed · Launch email sent to all residents
Day -3 · Reminder Push
Reminder Communication + Leasing Desk Prep
Reminder email/SMS sent · QR tent cards placed at leasing desk · PM team briefed with scripts
Day 0 · Go-Live
Registration Open — All Residents
QR codes active · PM monitors dashboard · Welcome desk available for walk-in assist
Day 14 · Midpoint Check
Automated Reminder to Incomplete Units
Dashboard shows % complete · Auto-reminder triggered to non-registered units · PM personal outreach to flagged units
Day 25 · Final Warning
Courtesy Notice — 5 Days Remaining
PM sends formal notice to remaining incomplete units · Escalation to lease compliance if unresponsive
Day 30 · Compliance Deadline
Registration Closes — Final Compliance Report Generated
PawFred generates property compliance report · Incomplete units noted for lease enforcement action per property policy