Human Treatment Policy for Household Staff

In an industry where compassion and professionalism often intertwine, we believe it’s time to formally introduce our Human Treatment Policy, a commitment to transparency, fairness, and respect for the Private Service Professionals we place. 

Like every agency, we’ve encountered our share of difficult clients over the years, often discovering challenges only after a professional has stepped into the role. These experiences, along with countless conversations with seasoned professionals, made one thing clear: setting standards for how household staff are treated isn’t just necessary, it’s overdue. 

No agency can uncover every workplace dynamic. The responsibility of evaluating environments ultimately rests with the professional. As an industry leader, we set the bar, but it’s up to each individual to uphold their convictions and insist on fair treatment. 

Accepting a role is a choice; staying in it is a choice too. It isn’t always easy, but the person most responsible for your happiness is you. 

Happy Professionals = Happy Principals = Happy EMS. We commit to doing our part. 

Why the Human Treatment Policy Matters 

Principals play a central role in shaping household culture. Their tone, expectations, and leadership style directly affect staff morale, performance, and retention. 

Challenges often arise not from skill, but from misaligned expectations or crossed boundaries. At home, we tend to drop professional filters. But for staff, the home is their workplace. 

Think of it this way: Your Home = Our Office. 

A vast majority of Principals are kind and respectful. But for those who overlook this reality, we set clear standards. Once you hire staff, you are an employer, and cultivating a respectful, communicative, and supportive environment is the baseline, not the exception. 

Core Non-Negotiables 

To protect both staff and Principals, Estate Management Solutions sets non-negotiable standards that all households must meet: 

• Treat all staff with dignity, respect, and human decency. 
• Avoid demeaning or disparaging language, raised voices, or passive-aggressive behavior. 
• Respect personal boundaries and privacy. 
• Honor staff time off and comply with FLSA standards for hours, breaks, and overtime. 
• Never expect staff to work while sick or injured. 
• Pay wages in full compliance with local, state, and federal law. 

Best Practices for Principals 

While non-negotiables set the floor, best practices set the tone for household success. Principals who go beyond the minimum inspire loyalty, professionalism, and long-term retention. 

• Provide written job descriptions with clear expectations. 
• Deliver feedback in a constructive, non-confrontational manner. 
• Encourage open communication and allow staff to raise concerns with the recruitment agency without fear of reprisal. 
• Before making permanent changes to a role, discuss them with the Professional, and adjust compensation if responsibilities increase. 
• Provide reasonable breaks, meals, and private accommodations, especially during travel. Ask your agency for guidance on fair travel compensation. 
• Never criticize one staff member to another; keep conversations professional and appropriate. 
• Apply rules and expectations consistently across staff to avoid favoritism. 
• Involve your Estate or Household Manager in staff issues for clarity and fairness. 
• Be mindful of cultural, religious, and personal differences, and foster inclusivity. 
   

Recognition and Appreciation 

Private Service Professionals often work behind the scenes, but recognition fuels morale and retention. Even small gestures of gratitude go a long way. 

• A simple “thank you” can make a significant difference. 
• Offer professional development opportunities. 
• Provide cost-of-living adjustments to remain competitive. 
• Recognize excellence with raises or discretionary bonuses.

Transition to next section: Even in households where appreciation is frequent, challenges can still arise. When they do, the key to preserving trust and professionalism lies in how conflicts are handled. 

Conflict Resolution in the Household 

Conflicts are inevitable in any workplace. What matters most is how they are handled. Principals who prioritize respectful, private conversations protect trust and stability. 

• Address issues calmly and directly. 
• Avoid public reprimands or punitive approaches. 
• Ask your agency to mediate when alignment becomes difficult. 

Not Just a Guideline—A Standard 

The Human Treatment Policy is not a suggestion, it’s a standard. It directly affects our extended replacement guarantee. 

We are committed to placing staff only in households where they are treated with fairness and professionalism. Clients unwilling to meet these standards may not qualify for continued service or future placements. 

Transition to boundaries: One of the most common areas where these standards are tested, on both sides, is boundaries. Knowing where the line is drawn ensures professionalism, trust, and respect. 

Maintaining Professional Boundaries 

One of the most overlooked elements of private service success is the ability to maintain professional boundaries. While Principals may mean well, small requests or casual actions can blur lines and jeopardize trust. 

Examples of blurred boundaries include: 

• Asking that you call them by their first name or nickname. 
• Requesting personal updates about what staff did during their time off. 
• Giving staff access to family-only areas of the home. 
• Sharing family conflicts or private matters, which can create uncomfortable dynamics. 

A professional will remain polite but firm in keeping these boundaries intact. 

Ways professionals protect boundaries include: 

• Never requesting perks you wouldn’t ask for in a corporate setting (e.g., payroll advances, personal loans, or extra days off outside policy). 
• Remaining upbeat and approachable while considering the impact of each request or statement. 
• Staying neutral in family matters and avoiding sensitive topics like politics or religion. 
• Understanding that when Principals say, “You’re part of the family,” they often mean they want trust and reliability, not blurred roles. 

Ultimately, it is the Professional’s responsibility to cultivate and uphold boundaries, even when Principals unintentionally test them. 

Remember: You are not part of the family, you are a professional. Your role exists because you provide value, and your professionalism is what protects the integrity of the relationship. 

Transition to employer side: Boundaries are not only the responsibility of staff, Principals must uphold them too. Clear expectations protect households from misinterpretation and keep relationships professional. 

Just as Professionals must uphold boundaries, so too must Principals. Well-meaning kindness can sometimes be misinterpreted or taken advantage of. Protecting yourself as an employer requires discipline. 

• Have staff address you formally (Mr./Mrs. + last name or initial). 
• Stick to written agreements, including probationary terms. 
• Avoid offering benefits or compensation inconsistently across staff. 
• Consult your agency before approving requests outside contract terms. 
• Refrain from oversharing personal struggles unless it relates to the staff’s role.

If you ever feel a line is being crossed, call us immediately. Support is built into your placement service. 

Building a Respectful Household 

Respectful homes don’t just retain staff, they inspire loyalty, discretion, and excellence. This benefits Principals, Professionals, and Estate Management Solutions alike. 

If you’re a Principal seeking to build your team, or a Professional looking for an agency that prioritizes fairness, Estate Management Solutions is here to help. 

Explore our Estate Management Solutions Blog for more insights, and learn more about how we set the standard in luxury staffing. 

For a deeper dive into boundaries, professionalism, and long-term success, view the complete guide in The Keys to Success When Managing a Home, our training resource for Private Service Professionals. 

Happy Professionals = Happy Principals = Happy EMS. Together, we can create respectful, thriving households.