When to Escalate to Recovery
AFP OTR
CRID
SIMs
MISC
100

Rejection scenario: Carrier states they have lost capacity for partial tour and there are NO check ins on the VRID. What do you do?

a. Detour and reject customer facing VRIDs without check ins under “driver attrition”

b. Reject the full tour at the tour level

c. Cancel bobtail and empty movements

d. A & C

Answer: d

 a.  Detour and reject customer facing VRIDs without check ins under “driver attrition”

c. Cancel bobtail and empty movements

100

Driver calls in to report a tractor issue while in transit. The tractor issue is repairable & driver has 9 hours of HOS left, what should be created?


Answer: OTR SIM & WO for TA

100

Scenario: No empties

Q: Driver stated no trailer assigned and there is no Y check in. You advise driver that check in with GS is required to confirm trailer availability. It is past SDT, what CRID do you add when you flip to a bobtail?


A: Unapproved Bobtail

100

Once a driver or dispatch calls in to report a mechanical tractor/trailer issue what SIM do we create to track driver recovery?

a. AFP Tractor Down SIM
b. OTR SIM


Answer: b

OTR SIM

100

What is something that we should be saying at the end of every single call back request we action?


A: "survey at the end"

200

True or False
We will reject loads to the load board due to the original carrier not being able to run the lane for reasons such as mechanical, late risking CPT, HOS, NCNS etc


Answer: T

200

Driver calls in to report a mechanical issue with the tractor, CEL light is on & will not go off, driver has a loaded trailer on the back, what SIM's need to be created?


A:OTR SIM, Fleet Net, ITR SIM (unless call back request came across on recovery wim then choose "load needs recovery in transit" from drop down menu).

200

Scenario: No empties

Q. Driver departed without a trailer, there is no Y check in. You advise driver that check in with GS is required to confirm trailer availability.  What CRID do you add when you flip to bobtail?


A. Unapproved Bobtail

200

If there is no ITR SIM created for the trailer recovery portion at time of the call do we create one?

Yes
No

Answer: yes

200

As an AA that is in space handling driver, dispatch & carrier call back requests, what is something that should always be turned on?


A: ATR?

300

Why should we reject the load before it is in transit?


Answer: So that another carrier can run this lane properly

300

Carrier calls in to place a work order for a tractor, but there is already an open work order in place for another issue, what should we advise carrier?


A:  advise the carrier there is already an open work order that's ongoing, inform them you can notate the open one of the new issue that you've come across, but an additional work order can not be created until the current one is closed out.

300

Scenario: No empties

Q:  Trailer is assigned, there is a Y check in.  You advise driver to depart with assigned trailer but driver refuses. You detach assigned trailer and flip to bobtail. What CRID do you add?


A: Unapproved Bobtail

300

If the trailer is damaged what SIM is created to recovery?

a. WO SIM to Recovery (Mechanical Trailer CTI WO SIM)
b. ITR SIM


Answer: a

WO SIM to Recovery (Mechanical Trailer CTI WO SIM)

300

What do you tell your caller before you place them on hold


A:Ask for Permission, mention the Duration, state the Reason.

400

If the tour has NOT been started, how do you correctly reject a VRID to automatically push the VRID back to the load board?

a. Reject the full tour at the tour level if the driver is not able to take the tour

b. Detour and reject each customer facing VRID with no check ins on the tour


Answer: a

Reject the full tour at the tour level if the driver is not able to take the tour

400

Driver calls in to report a tractor issue while in transit. The tractor issue is not repairable & driver has 9 hours of HOS left, what should be created?


A:  an OTR & Tow with FN

400

Q. Trailer is damaged, there is  Y check in. You advise driver- to complete DVIR for damaged trailer. Detach assigned trailer and flip to bobtail once SDT has passed. What CRID do you add?


A. Approved Bobtail

400

If the trailer is NOT damaged what SIM is created to recovery?
a. WO SIM to Recovery (Mechanical Trailer CTI WO SIM)
b. ITR SIM to Recovery


Answer: b

ITR SIM to Recovery

400

What is something you will place on every single VRID you touch?


A: load notes?

500

True or False
If rejecting a single VRID on a tour that has been started, detour the VRID prior to rejecting


Answer: T

500

Driver is on the New Jersey Turnpike. You have confirmed they are in a safe place and have performed S.N.A.P .Who needs to be contacted to have them towed off the turnpike?


A: New Jersey Turnpike Authority

500

Scenario: No empties

Q: No trailer available, there is a Y check in. You advise driver to wait for SDT to be flipped to BT. Once SDT is passed you flip to bobtail. What CRID do you add?


A: No trailer assigned

500

OTR scenario: If the trailer is able to detach from the tractor, what should we do next?

a. Have the trailer towed with tractor

b. Do not tow the trailer with tractor

c. Leave the trailer roadside and recovery will recover the trailer.

d. B & C


Answer: d

Do not tow the trailer with tractor

Leave the trailer roadside and recovery will recover the trailer.

500

How soon after assigning the WIM to yourself should you make the call?

A: Within 60 seconds

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