Day-of Monitoring – Help Center

The Rider No-Show Process for CareDrivers

If a CareDriver can't find a rider at pickup, they are guided through a set process in the CareDriver app. The goal o...
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Understanding ASAP Rides

When unexpected issues like flat tires or traffic happen, HopSkipDrive works to quickly find a replacement CareDriver...
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What Information Do Riders Receive?

In order for a rider to receive schedule updates and information about the CareDriver who will be picking them up, th...
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How Can I Tell Whether a Ride Has Been Claimed?

When reviewing rides on the Rides page or Rides section of a rider profile, check the Driver column to verify whether...
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Can Caregivers Track the Ride Route?

Yes, Caregivers who download the HopSkipDrive app can track rides in real time. Caregivers can also contact CareDrive...
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What Happens if a Rider Cannot be Dropped Off Safely?

In the event that a rider cannot be dropped off safely at the scheduled drop-off location, HopSkipDrive has clear pro...
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How Do I Contact Someone with Questions About a Ride in Progress?

If you have questions or an issue comes up during a ride, you can call our Safe Ride Support team. If needed, you can...
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Contacting a CareDriver During a Ride

If you need to contact a CareDriver directly during a ride, you can do so through RideIQ. CareDriver phone numbers ar...
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What Translation Services are Available?

While there is an English proficiency requirement for CareDrivers, we offer language interpreting services for member...
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Automated Lateness Alert Calls

We understand how important it is to be informed and aware of any delays to a ride. If a pickup at a school location ...
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Why Does the Driver Column Say Confirmed?

When reviewing the Rides page or Rides section of a rider's profile, you will see some rides with Confirmed listed in...
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Estimated Pickup Time

Accurate information about whether rides are on time, early, or late is key to managing transportation. On the In Pro...
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Cancel PM Rides for Riders Who Miss AM Rides

When a Rider has an unplanned absence due to illness or other circumstances, often the first indication is that their...
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The Pickup Process and Identity Confirmation

At pickup, there are several steps that help the CareDriver confirm they have found the correct rider and help the ri...
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The Rider Support Line

Note: this feature is currently available in select areas only. Key benefits Priority access to help for riders...
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The Must Be Met at Drop-off Requirement

Key benefits Support rider safety Improved clarity to prevent delays at drop-off More control over where Must Be...
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Car Seats: Buckling and Unbuckling a Rider

For riders in car seats, onsite staff may be responsible for unbuckling the rider from the car seat when they arrive ...
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Waybill: Digital ID

The Waybill: Digital ID is an additional option for digital identity verification when a CareDriver arrives to pick u...
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The Daily Queue

The Daily Queue is designed to support onsite staff as they manage rides in the moment. Users get access to key actio...
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Lost Items

If a rider left a personal item in a vehicle, please contact HopSkipDrive at support@hopskipdrive.com or (844) 467-75...
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Onsite Staff: Using the Daily Queue

The Daily Queue allows you to see information for all HopSkipDrive transportation to or from your location(s). You ca...
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The CareDriver Experience

In this article Choosing and claiming rides On the day of the ride During the ride Choosing and claiming ridesCareDri...
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