QA 1
When a reported incident is between two POOL riders, how should we ensure Blocked Pairing?
What is Enter both users' UUIDs into the Blacklist Tool.
True or False? When we are unable to attempt phone comms, we are not required to reference a call in our internal notes.
What is False.
We should ALWAYS document phone comms; whether successful, unsuccessful or not attempted due to calling hours.
When resolving a Nighthawk JIRA what two actions should be completed?
What is:
1. Add the label "Resolved"
2. Assign JIRA to yourself
3. Resolve the JIRA by changing the status to "Done"
When escalating a JIRA through process - A (original process), what actions should we take?
What is waitlist or ban the accused party's account and notate the account with a notation in the following format: "Safety Investigation Pending - SAFE-XXXXXX".
True or false? Triage should always Block the Pairing between involved parties when an incident is reported.
What is True.
Triage is always required to block pairing when an incident is reported. The only time Blocked Pairing is not required is when an accident is reported.
You've received a Partner's 1st safety report. It's a "Physical Altercation, no weapon, no injury". What are the correct account actions to execute?
What is notate the account using (;react), block future pairing, and refund the rider.
Utilizing the original process, if we are unable to speak with the reporting Party, how should we submit the Bliss Contact?
What is Open.
According to the Triage Workflow, after sending the accused party a warning in Bliss, "outbound contacts should be submitted as what?
What is Resolved.
When is it OK to not leave an internal Bliss notation regarding phone comms for the Reporter?
What is Never.
We should always leave an internal note; either documenting the call attempt or explaining why we were unable to attempt phone comms.
If we are unable to connect with a phone call due to calling hours, we need to follow which process?
What is Process A (Original Process).
What are the three instances when we should push a Nighthawk case to "Original Process"?
What is:
1. When we are unable to attempt phone comms (due to calling hrs and age of contact)
2. When the accused Party has a previous report of a Verbal, Sexual or Physical safety incident
3. The reported behavior appears to be especially egregious
Which TextExpander should we use for the Accused Party's account notation when resolving a Nighthawk case?
What is ;react
If we are unable to complete Phone comms for an "Original Process" case, where and how do we submit the Contact?
What is Other > Investigations & Open.
In which order should we handle Safety Locking a Partner's account?
What is Waitlist > Apply SafetyLock.
Which incident types NEVER require an account to be waitlisted/banned?
What is Suspected Human Trafficking.
What text expander should be used when notating an accused Party’s account during an Original Process case?
What is ;invp
Name 3 Secondary/Tertiary categories that are eligible for the NightHawk process.
What is:
Soliciting Sexual Act
No Weapon Involved - No Injury
Spitting on Person
Rider Health Issue - Hospitalization/Ambulance
Gun/Knife/Weapon Observed (Non-Threatening)
Threat of Violence w/ Weapon or Object (includes firearms)
What three details are required in an internal note?
What is:
1. Related Bliss Contact
2. Phone comms attempt
3. LiveOps Link
What are the standard calling hours that we operate by?
What is 8 am - 10 pm local time.
When creating a JIRA directly from Bliss (with appropriate trip attached), what two links will we have to manually put into the JIRA?
What is:
1. Accused Contact
2. Witness Contact
What three actions are REQUIRED by Triage/Crash for EVERY Urgent Vehicle Crash Report (w/substantial damage)?
What is:
1. Rate Vehicle a 1
2. Notate the Partner's Account
3. Waitlist the Partner with temporary Safety Lock
What is the category of the 4th tab under the Triage Workflow?
What is Action user's accounts.
When should you ban a user who expresses intent to harm themselves?
What is only when they pose an imminent threat to others.
How many people report up to Laura Hernandez? (Direct and Indirect)
What is 76.
Will following the original process on a contact that was eligible for NightHawk result in a QA markdown?
What is NO. (Any time you have any doubts regarding which process to follow, use the original process. This will not result in a QA markdown).