Acquiring Minds Want to Know
True or False: Check Posthire Weekly
False
Check Posthire DAILY
True or False: When sending mass SMS messages via DOC to drivers, we can only use pre-approved text templates.
True
If a driver asks a question via SMS in Fountain, please respond appropriately.
Are drivers required to fill drinks for GHD orders?
No, as they are not licensed food handlers.
What type of background check needs review?
Consider Check
True or False: We always accept transfers from contracted drivers.
True
If the transfer request comes from a driver that has been active on the road for a long period of time and they move and need to transfer, we honor those requests. If someone is applying for the wrong region on purpose in order to get past the application, you must get Lead approval before rejecting.
What funnel stage should you prioritize engaging leads from first?
Priority Waitlist
What driver lifecycle status(s) would you message for block fill engagement?
Active, Idle, Ready to Drive
What information do you need to provide Contract Enforcement with when reporting an order or behavior related complaint?
Driver Name, Order number, Summary of incident, and evidence you were sent, zendesk ticket numbers
Do we need to do a "pending charges call" for all checks with charges that would result in an AA if the applicant were found guilty?
Yes
Pending charges calls are meant to be impartial and to give an applicant a fair shot at being considered. It is illegal to AA solely on charges that someone has not been convicted off.
True or False: When calling a driver, you should always leave a voicemail.
True
We should never leave a negative message on a voicemail, if you have to give negative news over the phone and the driver didn't answer, you can leave a message asking them to call you back but wait to have the conversation with them on the phone, not with their voicemail.
What items do you need to check on a driver's license in order to approve it?
1. Name matches BGC, Insurance, and Application
2. Expiration Date is valid
3. DL is not a fake
4. Actual US issued DL, not a state ID
5. Picture
The best, most personal way to engage with a driver.
What is phone calls?
What are the functions of Contract Enforcement's two emails?
driverinfo@grubhub.com is for external driver communications. If a terminated or suspended driver emails me, I forward it here.
contractenforcement@grubhub.com is an internal ticketing inbox. It is only for internal employees to report issues related to drivers to CE.
Package type you would order for a driver that has been inactive 12+ months
Driver_Pro
True or False: Drivers are required to use hotbags while on Grubhub deliveries.
True
If you receive a complaint from a restaurant about a driver not using a hotbag, you can submit them to CE for review.
How should I be engaging with applicants in process to keep them interested?
SMS, email, phone call outreach
What 5 main metrics you should at minimum be familiar with in the Driver Health Report to determine if action is needed?
Blockfill, P90, CTD, Utilization, Delivery by Unscheduled Drivers
Can drivers use the drive thru when picking up QSR (Quick Service Restaurant) GHD orders?
Yes, if the dining room is closed, they can use the drive thru. Most restaurants partners prefer they pick up in the dining room if it is open.
What exception to the "all felonies are to be pre-AA'd" rule is permitted?
1. felony drug possession only that is more than 2 years old and 2. felony drug paraphernalia charge that is more than 7 years old
True or False: If a terminated driver contacts me I can respond to them.
False
All communications with terminated drivers should go through Contract Enforcement. If you receive an email or multiple emails, simply forward to driverinfo@grubhub.com
How do I verify that my driver's insurance meets state minimum coverage requirements?
If the driver has insurance in the state they are applying to drive in, I can accept/assume the insurance card is valid and meets the requirements.
If the driver's insurance is from a different state, then I need to compare those state minimum coverage requirements with the minimum requirements in the state they are driving in. Approve if the insurance coverage is greater or equal to the driving state's requirements. Do not approve if they are less.
You may have to make an engagement call with a driver if a driver has submitted this request to CE.
What is a Restaurant Ban Request?
What four reports require your review on a weekly basis?
Driver Health Report, Driver Acquisition Tracker, AR/SR Report, and the Block Fill Report
*Bonus points for Driver Level Report*
Which date for a charge do you reference for time frame when adjudicating a consider check?
disposition or conviction date
True or False: If a Driver or their insurance agent contacts me about an accident while delivering for Grubhub, I can create a letter with the IC verification letter template and send it to them.
False
We have legal approved templates directing the driver and/or agent to contact legal directly, you should not respond in any other way to these inquiries.