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What is the Safe Ride Support System?

HopSkipDrive Safe Ride Support TeamSafety is at the forefront of our innovative, technology-based transportation solution — and our Safe Ride Support System plays a pivotal role in helping to ensure safe, reliable rides for everyone who uses the HopSkipDrive platform. 

From the very beginning, the Safe Ride Support System took its lead from our number-one company value: “safety is everything.” An integrated solution that provides end-to-end visibility into a ride for all parties involved, the always-on Safe Ride Support System combines two of our most essential resources — people and technology — to provide the safest possible ride experience.

Safe Ride Support Technology

The Safe Ride Support System uses innovative technology to monitor trips in real-time for any safety-related anomalies. The system flags any aberrations and generates alerts that are prioritized and addressed through established processes. 

HopSkipDrive's Safe Ride Support SystemOur Safe Ride Support technology provides transparency into live ride progress by letting Ride Organizers know via text messages when a CareDriver is on the way, arrives for pickup, meets with the Rider, departs the pickup location, and when the Rider is dropped off and the ride is complete.

Our Safe Ride Support System also uses telematics to detect unsafe driving behavior, including telephone or text use while driving, braking force and speed. Other safety-related features of proprietary technology include incident prediction, real-time monitoring and alerting, automated issue resolution, collision detection, ongoing driving behavior feedback loops and more.

Safe Ride Support Team

On the “people” side of the equation is the Safe Ride Support (SRS) team, which consists of a group of specialists who are responsible for ensuring that every HopSkipDrive ride is completed safely and reliably. The Safe Ride Support team tracks the progress of every ride, and steps in to proactively resolve issues in real-time by communicating directly with Ride Organizers, CareDrivers and caregivers.

HopSkipDrive Safe Ride Support Specialists monitor all rides Every HopSkipDrive ride is assigned to a Safe Ride Support specialist, who tracks the ride through the SRS dashboard. SRS specialists are ready and waiting to respond if/when “alerts” are fired indicating such things as a ride that is late, a Rider that doesn’t show up for a scheduled trip, a ride that isn’t being properly tracked or — in rare cases — when there is an accident or any type of driving irregularity.

The SRS team can also build rides in the HopSkipDrive system if/when needed, such as when a Rider misses or is late for a ride and needs a replacement ride scheduled quickly.

As HopSkipDrive employees who work on the front lines to provide service and help people every day, members of the SRS team often develop meaningful relationships with CareDrivers, Ride Organizers and caregivers. It’s also very common for SRS team members to develop relationships with older Riders/senior citizens, who often use the HopSkipDrive platform to schedule transportation for doctor’s appointments, to run errands or for various activities.

As of fall 2023, the SRS team includes more than 40 SRS specialists and six SRS shift supervisors. The schedule of the SRS team is based on the timing of all Rides that are scheduled in the system, but the SRS team hours generally run from around 2 a.m. PST to 10 p.m. PST, plus weekends and some holidays.

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