If a CareDriver can't find a rider at pickup, they are guided through a set process in the CareDriver app. The goal of this process is to ensure that CareDrivers take all reasonable steps to find the rider and that the appropriate people are contacted if the rider is not found. Your organization can control some of the requirements to adjust them as appropriate for your needs.
The rider no-show process for CareDrivers
The CareDriver starts the process by tapping the I can't find Rider button in the CareDriver app. The app then guides them through the following steps:
- Confirm they are at the correct address.
- Review the Location instructions and rider notes and confirm they have followed them.
- Contact the rider's Caregiver. CareDrivers are required to attempt to contact the Caregiver by both text and phone call.
- If required, contact the Ride Organizer by text and phone call. Your organization can enable or disable this requirement in Account Settings.
If the CareDriver is able to reach the Caregiver or Ride Organizer and confirm that the rider is not riding, they are asked to submit the name of the person they talked to and the reason the ride is not needed. Once they submit the information, the system cancels the ride. These rides will have the cancellation reason Driver initiated - Caregiver approved.
If the CareDriver isn't able to reach anyone or if the rider's absence is unexpected, the CareDriver is required to wait for a set time indicated by a countdown timer in the app. By default, the wait time is 10 minutes. Your organization can adjust the required wait time as appropriate for your riders in Account Settings.
Once the wait time is expired, the ride is automatically canceled. These rides will have the cancellation reason Driver initiated - no show. 