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Help Dropping Off a Rider Who Must be Met

Taylor F
Updated


Riders with a Must Be Met requirement must be dropped off with an Authorized Individual, following the instructions in the app. Learn more about the Must Be Met requirement and procedures in this article.

Find help below for common issues when dropping off a rider with a Must Be Met requirement.

I can't find the Authorized Individual


If you arrive at drop-off and cannot find the authorized individual to meet the rider, follow the steps below:

  1. Wait with the rider. Do not leave the rider alone.

       Note: if waiting may impact an upcoming ride, contact Support at 844-HOP-SKIP (844-467-7547) for help. You will be paid for time spent waiting with the rider.


  2. Check the app to confirm whether the authorized individual will meet you at your car, at the door, or inside. Make sure you are in the correct location and have followed any location and rider notes.

  3. Tap Can’t Find Authorized Individual to see contact information for people who may be able to help locate the Authorized Individual.

  4. Make at least two attempts to reach all contacts via call and text. If it has been at least 10 minutes since the scheduled drop-off and you are unable to find the Authorized Individual, return to your car with the rider and contact Support at 844-HOP-SKIP (844-467-7547).



The rider left the car


If a rider leaves the car without being met by an Authorized Individual, follow the steps below:

  • If the rider left the car and did not go in to the school, home, or other destination:
    1.  Call support immediately at 844-HOP-SKIP (844-467-7547).

  • If the rider left the car and entered the school, home, or other destination: 
    1. Follow the steps in the app to locate the Authorized Individual. 

    2. Give the Authorized Individual any information you have about where you saw the rider go and confirm with them that the rider is in the correct location and being supervised as needed. 

    3. Call 844-HOP-SKIP (844-467-7547) to inform HopSkipDrive that the rider left the car.


I can't verify the Authorized Individual


If you are dropping off a rider and the person meeting them does not meet the verification requirements, follow the steps below:

  1. Stay with the rider.

  2. Ask whether there is another person available who would be able to meet the requirements, such as a staff member who has an ID badge or another family member. If you are able to find a person who meets the requirements, proceed with the drop-off.

  3. If no authorized individual is available, contact support at 844-HOP-SKIP (844-467-7547) for additional help.


I can't complete the drop-off in the app


If you are unable to complete the drop-off due to technical issues with the CareDriver app, follow the steps below:

  1. Make sure you do not leave the rider unsupervised. Follow the drop-off instructions and verification requirements if you are able to access them.

  2. Contact support at 844-HOP-SKIP (844-467-7547) for help completing the drop-off.
 


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