Driver Success Handbook
Door-to-Door Service
Even if your rider does not want assistance, you are required to meet your rider at the outermost door of the pick-up location, accompany them to the vehicle, and walk them to the outermost door of their destination.
Why is door-to-door important?
UZURV riders have a variety of mobility issues – some more apparent than others – and you may not know the level of assistance your rider needs.
This is why it is imperative to meet the rider at the door of the pick-up location and say, “Hi. I’m with UZURV. What can I do to assist you to the vehicle?”
When providing door-to-door service....
DO
- Get out of your vehicle when you arrive at the pick-up location.
- Go to the outermost door, knock or ring the bell, and greet your rider.
- Ask the rider, “Hi, I’m with UZURV. What can I do to assist you to the vehicle today?”
- As needed, assist the rider from the door of the pick-up location to the door of your vehicle.
- When you reach the destination, assist the rider from your vehicle to the door of their destination, as needed.
- Assist with 2-4 bags as needed.
DON'T
- Transfer passengers from wheelchairs to vehicle seats.
- Lift or carry riders.
- Cross residential doorways or enter buildings to look for riders.
- Check a rider out of a care facility.
- Pick up prescriptions.
- Secure car seats in the vehicle or place children in a car seat. This includes securing other child safety restraint systems.
Read more about door-to-door service in UZURV’s Driver newsletter.
Cancellations and No-Shows
Sometimes things come up and people have to cancel plans. Here is how UZURV handles ride cancellations for both drivers and riders.
If you cancel a ride....
- more than 2 hours before pick-up — you will not be charged a fee.
- 1-2 hours before pick-up — you will be charged a fee to your account.
- 1 hour or less before pick-up — you will be charged a fee and suspended from expressing interest in rides for 24 hours.
- less than 10 minutes before pick-up or if you miss the ride — you will be considered a no-show, charged a fee, and suspended for 48 hours. All scheduled rides during that time will be cancelled.
IMPORTANT: Even if you cancel a ride more than two hours before pick-up, all cancellations negatively affects your overall rating for pairing you with rides. Only express interest in rides you plan to take and only cancel when absolutely necessary.
What if I can't find my rider?
Your rider should be at the outermost door of the pick-up location when you arrive. As a courtesy, give your rider 2-3 minutes before calling them or calling Operations.
If you have exited your vehicle, knocked on the outermost door, and your rider is not there nor can you find them, follow these simple steps:
- Call your rider through the app.
- Identify yourself as their UZURV Driver and ask for their location.
- Peek your head in the outermost door to locate a rider when you’re at a public location. Do not search inside the building.
- If it’s 5 minutes past pick-up time and you still can’t find your rider, call UZURV Operations. Just tap Can’t Find Rider in the app.
IMPORTANT:
DO NOT begin the ride or leave the pick-up location without permission from UZURV Operations. If you leave without permission from UZURV Operations, you'll lose your no-show credit and be suspended for 48 hours.
How long should I wait for my rider?
Your rider should be at the outermost door of the pick-up location when you arrive. As a courtesy, give your rider 2-3 minutes before calling them or calling Operations.
Should I search for my rider?
Do not go searching for your rider. However, if you are picking up your rider from a public building, you may peek your head in the outermost door to look for them.
Do not enter a building and search for them.
What if my rider cancels late or is a no-show?
You’ll get a credit for a last-minute cancellation or no-show.
Arriving Early and Arriving Late
Always strive to be exactly on time. UZURV’s main priority is on-time pick-ups for riders.
Early Arrivals
Arriving early can create unnecessary hazards for a rider, especially if they have mobility limitations.
Showing up early at your rider’s door can make them feel rushed and can create an awkward encounter. Your rider’s safety is impacted when they feel hurried or flustered.
That is why it’s important to arrive exactly on time.
What if I arrive early?
- From your vehicle, call the rider through the app. Do not approach their door.
- Tell your rider you know you are early. Tell them not to rush and that you will wait in your vehicle until the pick-up time.
- Let them know you will not leave them and you will come to the door on time.
- At pick-up time, approach the rider’s door to deliver door-to-door service.
Read UZURV’s Driver newsletter about arriving early.
Late Arrivals
Just like you, riders lead busy lives with appointments, jobs, family, and meetings.
When you are late, you may cause your rider to be late for work, a doctor’s appointment, or an important meeting.
IMPORTANT:
Arriving late negatively affects a driver's overall rating for pairing with rides — even if they are only a minute late. Strive to be on time for every ride.
What if I arrive late?
- You are considered late if you arrive any time after the pick-up time.
- If you arrive 10 minutes past the pick-up time, you will be penalized.
- If your ETA shows you will be more than 10 minutes late, you may lose the ride to a closer driver.
Service Animals
Federal law requires you to accept service animal into your vehicles. You are not permitted to deny a rider with a service animal for any reason, including allergies.
Remember...
- Always ask before interacting with the animal.
- Never grab the animal’s harness or leash.
- Make room for the service animal by moving your seats. You may provide a blanket for the animal to sit on.
Learn more about service animals and working with low-vision riders in these two UZURV Driver newsletters:
Tipping Drivers
UZURV’s mission is grounded in serving our communities by providing a consistent and fair experience for everyone.
For this reason, tipping is not allowed.
Drivers who request or accept tips will be removed from the platform and can no longer drive with UZURV.
If a rider offers a tip, please tell them that tipping is not permitted and reassure them that your main goal is to provide exceptional service without expecting additional compensation.
Accidents
Staying safe is everyone’s utmost concern, especially if you are in an accident. It’s vital we all work together to ensure you, riders, and other drivers are safe on the road.
Drivers who do not follow UZURV’s Accident Response Policy can no longer drive with UZURV.
In the event of an accident:
- Prioritize safety and avoid taking actions that could jeopardize anyone’s well-being.
- Under no circumstances should you attempt to follow individuals who flee the scene of an accident.
- Stay calm, assess the scene to see if there is an emergency, and check to ensure you and your rider are not in danger.
- Contact authorities and UZURV Operations immediately once you and your riders are safe.
- Gather information – insurance, license plate numbers, witnesses, etc. – when it can be done safely.
- Rely on the expertise of Police and EMS to ensure the appropriate actions are taken.
When to Call Support
The UZURV Support Hotline is available 24-7, whenever you are on a ride. Call through your app or call 804-215-8155 to connect with a member of the Operations Team.
It is important you contact Support for these situations:
- If you will be late to pick up a rider, due to unforeseen circumstances.
- If you have a personal emergency and need to cancel a ride at the last minute.
- If you experience an emergency during a ride, like a vehicle accident or rider injury (Always call 911 first!).
- If your rider states the pick-up or drop-off location is incorrect or is requesting to change the drop-off location.
- If you experience anything that will impact your current or upcoming ride, including copays issues, emergencies, safety concerns, app problems, or timeliness.
IMPORTANT:
Cancellations and late arrivals count against you when expressing interest in future rides. Contact Support as soon as you know you cannot complete a ride as planned.
Drug and Alcohol Testing
The Federal Transit Administration (FTA) requires UZURV to complete initial drug and alcohol screening when onboarding AND anytime the following occurs:
- 90 days of inactivity: A driver must be screened for drugs and alcohol if they have not completed a UZURV ride within 90 days.
- Random drug screening: Drivers must complete a drug and alcohol screening if they are randomly assigned by UZURV.
Random Drug Screenings
The FTA requires UZURV to randomly screen drivers for drugs and alcohol. Random screenings are assigned to drivers daily.
Because testing is random, there is no advance warning about the screening. All eligible drivers may be subject to a random drug screening.
It is vital you schedule and complete your random drug screening immediately upon being notified.
Follow the directions below when you are randomly chosen for a screening.
IMPORTANT:
If you are selected for a random drug test and do not complete the screening, you will be permanently suspended. You will no longer be eligible to drive on the UZURV platform.
How do I know if I'm selected?
You will see an orange banner at the top of your screen in your app, notifying you that you’ve been selected.
UZURV Support will call you. If they cannot reach you, they will leave a voicemail and send a text.
UZURV will also send an email.
Look for an email with subject line: UZURV Screening Required
What should I do next?
Schedule your screening IMMEDIATELY and proceed to the facility for testing.
How do I schedule my screening?
- Tap the orange banner in your app labeled Random Drug Test Required. Tap Here.
- Follow the instructions by entering your zip code.
- Tap the blue button at the bottom labeled Select Screening Facility.
- Choose a screening facility convenient for you and schedule your test.
- You will receive an email from eScreen with a bar code to scan at the testing facility.
IMPORTANT:
Your account will be suspended until you complete the screening. However, your upcoming rides will not be canceled.
If you believe an upcoming ride may interfere with your test, call UZURV through the app or at 804-215-8155 and we will cancel the ride(s) with no penalty to you.
What happens next?
- When your screening is complete, the testing facility will notify UZURV.
- Your suspension will be automatically be lifted.
- We will compensate your Driver Bank for your time.