Location
The territory that this is effective/applies for
What is ACE?
The official/medical name of this pandemic.
What is COVID-19?
"For your protection, and the protection of our service providers, you will not be allowed to ride with the service driver to the tow destination to ensure compliance with CDC social distancing recommendations."
"Is there a family member or friend that you can call for a ride while you’re waiting?
What is the suggested phrasing for tow call?
You do this after the member has told you they have alternate transportation
What is document it on the call?
The location in the car where the members can leave their keys if they will not be present when driver arrives
What is under their car mat?
The total number of feet recommended for social distancing
What is 6 feet?
Thank you for letting me know you will.. (follow the technician, call a family/friend, etc.)
What do you say if the member has alternate transportation?
Member statements (i.e., "unable to secure alternate transportation-COVID", etc.)
What do you document if they are unable to secure alternate transportation?
Location where you document if the member has alternative transportation
What is the comments section (F9)?
During light service (non-tow), the member indicates they traveled for more than ______ miles within the last _____ days.....
What is 100 miles and 14 days?
"My apologies for the inconvenience, Mr/Ms Member. Under normal circumstances, our members are always welcomed to ride with the providers."
What do you say when transportation was/is being arranged for the member?
You do this after the member proactively indicates that they have traveled more than 100 miles from their home within the last 14 days, tested positive for COVID-19, or have been in physical contact with someone who has tested positive for COVID-19.
What is document member statements and the advisory provided to the member for the provider in Comments?
Location where you document that the member will leave their keys under floor mat
What is Policy Exception field?
You do this if the member advises they are unable to secure alternate transportation
What is warm transfer to the dispatch office in the territory of the member's breakdown?
You let the member that they will be warm-transferred to the local dispatch office to discuss alternate transportation arrangements.
What do you say to the member if they are unable to secure alternate transportation?
The member indicates they will be unable to meet the provider at the tow destination but someone else will.
What is document the name of the party that will receive the vehicle?
Location where this bluepage and other information can be found
What is Knowledgebase?
You enter the word "COVID" here to get the numbers for the dispatch office for the member's breakdown location.
What is Softphone?
For non tow, you let the member know that upon driver arrival, they are to remain inside of their vehicle with the windows sealed or remain a minimum of six feet from the technician at all times, while light-service is being rendered.
What is what you say to the member if they proactively indicate that they have traveled more than 100 miles from their home within the last 14 days, tested positive for COVID-19, or have been in physical contact with someone who has tested positive for COVID-19?
What you do if the member tells you that the car is to be dropped off unattended
What is document the location where the driver should leave the keys to the vehicle?