Key Points #

• Efficiency is essential. A 4-hour route should bring in about $250 most times to break even on costs. The route should move quickly while still being safe.
• As a staff driver, you are representing New Life.

Route Procedures #

Departure #

1. The goal is to get on the road quickly. Drivers do not need to check in with anyone before going. The Operations Manager will email by the day before or text or call on the day of if there’s anything they need to know beyond the software information.
   • Both crew members should sign themselves in. The driver should then get the key and leave to get the truck. Meanwhile, the mover should get the iPad, clipboard, and anything else ready before meeting the truck downstairs.
2. Review the route to get an overview. You can check each pickup in more detail on the road.
   • Where are you going?
   • At what point will you need to empty the truck, if at all?
3. The driver should get the truck, while the mover gathers the truck iPad and green clipboard and brings down a couple of dollies. The driver can then pick up the mover at the dock.
   • If the driver is on their own, don’t worry about bringing dollies down.

Pickup Stops #

1. On the way to each stop, the mover should review the request in detail.
   • Where are the items?
   • How many items?
   • Did they pay already?
   • Are there any special notes?
2. Upon arrival, park the truck in an ideal location for loading. Open the back and lower the lift gate so it’s ready to load.
   • If you are backing up, have the mover get out to be an extra set of eyes.
3. Inspect all items thoroughly before accepting.
   • Donors are not allowed to add additional furniture items to their pickup upon arrival. Routes are scheduled based on pickup size and location. Taking additional items jeopardizes other pickups and costs New Life money to reschedule.
   • Donors must pay the difference if the items are not in the location they paid for – e.g. first floor instead of garage.
4. Carefully load each item. Mattresses and box springs should be carried using the blue mattress bags or at least never touch the ground/floor.

Collecting Payment #

• Though the software refers to it as a donation, the payment is not a donation. This is a required fee to cover costs. New Life does not profit from the payment.
• Payment is expected in advance or at the time of the pickup.
• If the donor paid for a different type of pickup than they actually have (e.g. paid for garage but stuff is actually inside, has 10+ items but didn’t pay for a large pickup), they are expected to pay the difference.
• All payments should be recorded in the pickup request by clicking “Add donation”.
• For consignment deliveries, Dover Transfer Station pickups, and other no-cost stops, mark as “Waived”.
• Checks & Cash – Write the the PU number on the check or money.

Returning #

1. Unload.
2. Park truck and return key.
3. Put payments in cashbox.
4. Sign out.

Truck Crew Policies #

These policies are intended to protect staff, volunteers, and the organization. Truck crew refers to staff and volunteers on the truck. Staff drivers are expected to follow all policies.

Truck crew cannot contact furniture donors using their personal phone number or email under any circumstances for safety reasons.

• The software texting function has 2 purposes: It allows all communications with the furniture donor to be saved in one place for reference. It also gives truck crew the ability to safely contact the furniture donor from the road.
• Drivers that gave out their number in the past have been harrassed.

It is ultimately the responsibility of the truck crew to load and unload the truck. It is at the discretion of the Operations Manager to determine if and when there are volunteers to help as long there is nothing more pressing to be done.

• The goal is to avoid pulling volunteers from a time-sensitive task OR put them in an uncomfortable position because they don’t want to say no.

If any issues or pressing questions arrive, contact the Operations Manager – or the designated person if the Executive Director or Volunteer and Development Coordinator notifies you that the Operations Manager is out.

• The Operations Manager is on call whenever the truck is operating. This includes weekends. Full time staff rotate who is present for Saturday shifts.

Troubleshooting #

What if the furniture donor doesn’t answer a time-sensitive text? Contact the Operations Manager, who will call the person from a New Life number.

What if there is an accident that involves property damage, the police, or bodily harm to anyone? Call the the Executive Director. The Executive Director will notify the Operations Manager. If the Executive Director does not answer, call the Operations Manager.

What do I do if the dock is inaccessible when a New Life truck needs access at that moment? If it is idle truck, kindly explain you need access. In most cases, idle trucks don’t realize it’s an active loading dock and will move right away.

• If they are actively using the dock and it’s a weekday, notify the Operations Manager. They will coordinate with the truck and involve the building manager if necessary.
• If they are actively using the dock and it’s a Saturday, notify the staff member present. They will coordinate with the truck and involve the Operations Manager if necessary. If a staff member is not present, contact the Operations Manager.

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Truck Crew Name: ___________________________________

Truck Crew Signature: ________________________________

Date: _______________________________________________