How to Schedule #

1. Review New Requests.
   • Check dates and notes, ensure it’s not a duplicate, etc. Approve if everything appears okay.
   • Cancel a request if it’s duplicate or something seems awry (e.g. address outside pickup zone), though the software will detect most of these issues.
     • For reasons other than duplication, email them to notify of the cancellation and provide an explanation and alternatives if applicable. (e.g. Since Newton is not in our pickup area, we have cancelled your request. Please know you may rent a moving truck or hire movers to bring the items to us on Saturdays 9:30 to 11:30.)
2. Approved requests will be listed under Reviewed Requests. Use Schedule to view routes and experiment with appropriate routes for the request(s).
   • Available routes will be added by the Operations Manager.
   • Volunteers will fill in routes with requests.
   • Things to keep in mind:
     • Pickup size: A few items can be done quickly. Consider how long each item will take to bring outside.
     • Location within home/business: The less accessible the items are, the longer it will take – with outside/garage being the fastest and upstairs/downstairs being the slowest.
     • Location of pickup: Ideally stops should be in close proximity of each other or on the way there/back. A good rule of thumb is to have a total travel time be around 1.5 hours maximum. It can be slightly longer for smaller pickups and shorter for larger pickups.
     • Truck space: Visualize how much can fit in the truck at a time. Several stops in a farther pickup area won’t work if the truck has to go back to the warehouse to unload before heading all the way back out again. Farther stops are best paired with small local pickups.
3. Once happy with the route, mark the newly added stop as Tentative before saving.
   • This will trigger an automatic pickup offer email.
4. Once the person confirms their pickup, mark the request as Confirmed. This will trigger the confirmation email.
   • New emails and texts will show up as a notification in the top bar. They will automatically be marked as Read once opened.
   • The pickup reminder email will automatically go out 2 days before the pickup, even if it’s not confirmed.
   • Any additional emails, such as to cancel, will come through with a notification.
   • If there is no response within a few days, follow up via text. See example below.

Important Links #

• Payment: newlifefb.org/pick-up-donation
• FAQs, fee, about: newlifefb.org/give-furniture/pickup
• What we accept: newlifefb.org/give-furniture/what-we-accept

Sample Messages #

TIP: Signing from New Life instead of a name gives the truck crew more flexibility to make decisions about what they can take, evaluate the appropriate fee, etc.

No Confirmation Follow Up (Text) #

Hi [Name], We’re following up from our email about your tentative pickup on [date]. Please let us know ASAP if this will work. Thank you! – New Life

#

Cancellation Due to Time Frame #

Hi [Name],

Unfortunately, we do not have availability within the desired time frame due to high demand.

Alternatively, you can drop off most Saturdays 9:30 to 11:30 or book an appointment for select weekdays at newlifefb.org/give-furniture/drop-off. If moving the furniture or transportation is a challenge, you can rent a truck or hire a mover to bring the items during the aforementioned drop-off opportunities. We usually recommend 1-800-GOT-JUNK, College HUNKS, or even TaskRabbit.

Would you like to proceed with scheduling or cancel your pickup?

Thank you,

New Life

Outstanding Pickup Fee (Email) #

Hi [Name],

Thank you for donating furniture to New Life Furniture Bank of MA. Our books indicate that there is an oustanding payment from your recent pickup on [date] for [fee – usually noted by the drivers in the notes]. As a nonprofit, the fee covers the cost of running our truck and is essential to continuing to serve people transitioning out of homelessness. For a breakdown of our sliding scale fee, visit newlifefb.org/give-furniture/pickup.

If you did pay, please let us know so we can correct our records, such as if the fee came through a different name.

Please pay online at newlifefb.org/pick-up-donation or mail a check to:
New Life Furniture Bank of MA
PO Box 573
Medfield, MA 02052

Thank you,
New Life

Outstanding Pickup Fee (Text) #

Hi [name], We’re following up from our email. Our records indicate you have an outstanding pickup fee of [amount]. Please pay online at newlifefb.org/pick-up-donation. Thank you. – New Life