Tools
This is where you check in before/during/at the end of your shift, receive notifications from leadership, peers, and other teams, raise escalations to ensure proper visibility for appropriate action, and other cool features!
What is Slack?
This team handles inbound calls at a high volume for ongoing rides and responds to SMS messages received through Kustomer.
What is InRide Support Team?
Every account has this person who is responsible for managing their organization’s HopSkipDrive account. They create users and define their unique roles and permissions
What is an Account Admin?
What does SRS mean?
What is Safe Ride Support?
The Sr. Manager of Safe Ride Support
Who is Chastidy?
This tool is a personalized AI research assistant, into which we have uploaded modules and how-to guides that it will use to render fact-based responses to your questions.
What is NoteBookLM?
This team plays a crucial role in ensuring a safe and timely ride experience. They are trained to understand each alert, its specific triggers, and how to resolve assigned alerts effectively.
What is Lateness Alerts Team?
These users can view and edit all riders and rides tied to their account. They're usually who you'll talk to for support and are approved to share ride details with you.
What is a Ride Organizer?
A ride that has started and where the rider has been picked up. Once a ride starts, the map in Admin will display the CareDriver's current location in real-time
What is an active ride?
What is SMS and a phone call?
This is your primary platform for reviewing feedback directly related to your customer interactions and call quality.
What is Medallia Connect/Stella Connect?
This team handles proactive calls concerning tracking issues and addresses potential safety concerns during rides.
What is the Safety Alerts Team?
They are typically a parent or guardian for the rider. They usually have permission to cancel a ride or remove their rider from one.
What are Caregivers?
This is created when a CareDriver is on an active ride with riders in the vehicle, but is unable to continue the trip
What is a rescue ride?
This is the Slack channel you will use to ask live ride questions
What is srs-live-ride-questions?
This is where you'll manage all inbound and outbound customer interactions, maintain your interaction tickets, check past tickets for context on an ongoing issue, etc
What is Kustomer?
This team addresses safety-related issues and incidents on the platform.
What is Trust & Safety? (T&S)
They are independent contractors, not direct employees of HopSkipDrive, who use the HopSkipDrive app to claim and complete rides.
What are CareDrivers?
This refers to a situation where a rider has exited or attempted to exit the vehicle during a ride, as reported by a CareDriver
What is a runaway rider?
Our general operating hours for Safe Ride Support's phone and SMS services in PST
1:30 AM - 10:30 PM PST
This tool hosts reference guides, including, but not limited to, Kustomer Contact Reasons/Dispositions, Kustomer Macros/Shortcuts, etc.
What is SRS Hub?
This team handles account updates, building/editing future rides (not including same-day requests), billing questions, missing rider/ride info.
What is Customer Support?
They are not authorized to make any ride changes or share sensitive information about the rider or the ride itself. Their role is designated strictly for when a primary caregiver cannot be reached.
What are Emergency Contacts (Econ)?
This is the alphanumeric (afd40146a8687c) portion found at the end of a ride link or URL
What is a trip slug?
This records actions taken by Specialists on a specific ride, while Account Notes contain crucial information and instructions from the Ride Organizer for the entire account.
What are Admin Notes?