Learn how Rider Assistant rides work.
The ride process
Before the ride
Rider Assistants receive key ride information by text message:
- Before the ride, Rider Assistants receive a text message when they are assigned to the ride in the CarePartner portal. The text message includes the ride date and time.
- On the day of the ride, the Rider Assistant receives a text message 90 minutes before the scheduled ride start. This text message includes the time and pickup address where the Rider Assistant should meet the driver.
- 60 minutes before the ride start, the Rider Assistant receives a text message including the address and the driver's first name. The Rider Assistant is responsible for arriving at the pickup location on time.
Meeting the driver
When the driver indicates that they are on the way to pickup, the Rider Assistant is notified via text. To help the Rider Assistant find the driver, the text includes:
- Vehicle make, model, and color
- Vehicle license plate number
- Vehicle photo
- Driver photo
When the driver indicates that they have arrived at pickup, the Rider Assistant is notified via text message. The Rider Assistant must locate the driver at the pickup location.
Identity verification
The Rider Assistant must wear their HopSkipDrive lanyard and badge. Optionally, they may also wear the provided HopSkipDrive t-shirt.
At pickup, the driver will give the Rider Assistant the code word. By default, the code word is the name of your organization. The Rider Assistant can use the code word to confirm they have met the correct driver.
The driver will ask the Rider Assistant to confirm their date of birth (month and day). This is how the driver will confirm they have met the correct Rider Assistant.
Once both parties have confirmed their identities, the ride can continue.
Picking up and dropping off riders
All rides have an A-B-A format in order to return the Ride Assistant to their vehicle at the end of the ride.
For morning school drop-offs, the Rider Assistant and driver will meet at the school, drive to pick up the rider at home, then return to school to drop off the rider and Rider Assistant.
For afternoon school pickups, the Rider Assistant and driver will meet at school and pick up the rider, drive the rider home, then return to the school to drop off the Rider Assistant at their vehicle.
When picking up the rider, the driver will confirm the rider's identity and record the pickup in the HopSkipDrive app. Additionally, the driver has access to rider notes that may provide additional information about the rider's needs.
During the ride
During the ride, the Rider Assistant should sit in the back of the vehicle with the rider (unless instructed otherwise) and support the rider as needed.