Member Contact
Upon discovery of a code 2. What is your next step?
Call member to advise passing and verify call info
What action should be taken after noticing a message in slack?
Acknowledge DOC, TL's and team mates.
What order should passing calls be worked?
Priority then oldest to newest.
When Do you use code 1?
When no ETA for call and or HFFA
After correcting a misroute, what should you note in the comments?
MR Cleared
Who should KMI member after call is passed?
Troubleshooter
What notation should be added when you are no longer working a call?
Notate backing out
Send slack message of backing out of call
How to properly populate a back up list?
Confirm BDL and Geo code call.
What role is responsible for updating calls NOT ER, TAge 180+ minutes?
Metal Mover
After making an OB call to a member what is an important step to show a call has been made/ attempted?
click the CM button and the appropriate selection of the callout result.
What is the time frame for initial welfare check?
15mins done by metal mover
welfare checks every 30mins after by OB.
When working a call how to communicate when it is being worked?
Live notating (example working TS, updating call, reviewing and calling shop)
Who is responsible for driver welfare check?
Outbound
Who is responsible for Misroutes once discovered?
The person who finds Misroute no matter role or pod.
If a shop asks to move a call over to their sister shop, what would the Status and Reason codes be in D3?
Status - SP Reason - SR
What steps to take upon discovery of an unmarked priority?
Confirm BDL
Contact provider
Place red flag on call
After calling member to advise code 2. Who else should you advise?
Troubleshooters Via Slack
What are some steps to take when reviewing to clear a canceled calls.
1. Review notes for reason of cancelation.
2. If no notes as to why call is canceled then call member to confirm call was ca.
3. If no answer leave voicemail to have member call back if still needing service.
4. if shop was verbal copy advise shop of member cancelation
True or False, Code 4 is used for BDL and code 5 is for TD?
False, Code 4 is for TD and code 5 is for BDL
Who is responsible for actively finding service requests needing updates?
Both Outbound (ER-CL), Metal Mover (SP-DI)
How many times do we call member before canceling call after we advised doc of a code 7 and code 8?
3 times and leave voicemail advising of cancelation.
What other codes should troubleshooters be advised of, and why?
code 3, code 4, code 5, and code 6.
We do this to ensure troubleshooters are aware of all calls dispatched to AAA truck.
How Does PPD know when a code has been completed?
PPD CLEARING CODES RC 1-8
When should we call driver for a welfare check?
When driver is on location:
30mins for light service
30mins for tow service
60mins for battery install
60mins for extrication/accident
When working on passing a priority call and back up list is exhausted, What is the next step?
Pin Point Radius.