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delivery partner onboarding

All 1099 Delivery Partners will need to pass a 6-month background screening, set up their branch account, & claim their 1st delivery block. Once all the steps have been taken, they will be fully onboarded. Here are the 3 platforms we use:

Fountain

Fountain is the platform Fetch uses to gather information for an applicant's background screening and to ensure they meet the basic requirements to become a Delivery Partner.

Searching for an applicant profile:

Step 1: Gather the applicant's email or phone number from Gladly.
Step 2: Within Fountain, go to the top right corner of the screen & search for the magnifying glass.
Step 3: In the magnifying glass box, enter the email or phone number.

Checkr

Checkr is the platform utilized by Fetch to process a background screening for all applicants. This process can take up to 2 weeks.

If an applicant is experiencing any technical issues with this platform, please use Gladly answer: Onboarding: Checkr Support

Branch

This platform is used to payout all 1099 Delivery Partners.

The Branch set-up will be done during the onboarding process

delivery partner walkthrough

Onboarding OFD.mp4

Onboarding Overview SOP

all onboarding inquiries will be sent to Driver Ops

common questions for getting started

how old do applicants have to be to deliver?

All delivery partners must be at least 18 years old and have 2 years of driving experience.

how to apply to become a W2 fetch delivery partner?

The first step is to submit an online application with all the necessary documents.

Below is the application link:

https://careers.fetchpackage.com/

If an applicant reports the link is not working, ask the applicant to copy and paste the link in their web page URL space.

Gladly answer to use: Onboarding: Applying to be a W2 Fetch Employee

what kind of deliveries will DPs make?

Delivery Partners pick up packages from local Fetch facilities and deliver them directly to residents at secure apartment communities.

Delivery blocks are 2-3 hours and typically have 2-4 apartment communities to deliver to.

what does the onboarding process look like?

Drivers will submit an application to become Delivery Partners with Fetch at: https://www.fetchpackage.com/drive.

Applicant's will then submit a background check through Fountain. Fountain is where all of their personal information and onboarding paperwork will be stored. Once they are cleared, they will automatically receive onboarding emails inviting them to download the Fetch Delivery Partner App. DPs often receive the Fetch Delivery Partner App invite first.

what should I do if the WH or the delivery partner lets DS know it’s their first day?

Send the delivery partner the Onboarding: Drivers First Day Answer. This introduces the DS team and applies helpful walk-through videos, as well as the WH address. Also, send the DP property information to all properties they are batched to and check on them during their first window to provide outstanding support.

how does a DP change their working location?/can a DP work from multiple warehouses?

A DP can select specific warehouses in your market via the Fetch Delivery Partner app.

To add a warehouse in their current market, they should navigate to the "Settings" tab in the Fetch Delivery Partner app and select "Market." Toggle on one or more of the warehouses associated with their market that they would like to work with.

To change their market, they must contact Driver Support through the Fetch Delivery Partner App.

how to apply to become a 1099 fetch delivery partner

The first step is to submit an online application with all the necessary documents.

Below is the Fetch Delivery Partner application link:

https://fetchpackage.com/drive/

If an applicant reports the link is not working, ask the applicant to copy and paste the link in their web page URL space.

The Gladly answer to use: Onboarding: Applying to become a Delivery Partner

is there anything a delivery partner needs to bring or anything special they need to wear?

As independent contractors, Delivery Partners provide all tools and equipment necessary to complete deliveries. These include, but are not limited to:

-Vehicle
-Fetch-Provided Identifiers
-Smartphone for GPS and App usage
-Specialized Equipment: Items like dollies, hand trucks, or tools specific to your delivery route.

Dress and Safety Guidelines

As a self-employed contractor, you have the flexibility to choose your attire while working with Fetch. However, safety is a top priority, and you should choose footwear and clothing that allows you to work safely and comfortably. For guidance on safe clothing choices, please refer to the attached: https://tinyurl.com/94d3hnyc

what do i do if a DP is unable to submit their documents (driver's license & insurance)?

If the DP is inquiring on how to submit documents:

Advise the DP that they should have received a text message containing a link to submit the required documents directly. These documents are essential for completing your Delivery Partner Portal, and submitting them promptly will help ensure your account remains active.

Reference Gladly Answer: Onboarding: Fountain Documents Submission and your response.

If the DP has already confirmed they are unable to submit their documents (Link not working)

Advise the DP that we will inform the operations team about this issue, and you can expect a follow-up via text once they've reviewed this. Escalate to Leads

Reference Gladly Answer: Onboarding - Document Submission Error and your response.

application status workflow

stage 1:

location selection

This status will show when an applicant has not filled out the necessary information (ie. zip code or address) to help Fountain show them the warehouses closest to them.

messaging

what should Ido?

Reference Gladly answer, Onboarding: Location Selection, and tailor your response.

If the applicant is having issues logging in, you can reference the Gladly answer:

- Onboarding: Fountain Password Reset and tailor your response.
- You can also move their application to the correct warehouse.

Scroll to the navy blue section for more information on how to do this!

stage 2:

basic questionnaire

This stage will ask the driver for basic information to see if they meet our requirements.

There will also be questions to help us get them prepped for setting up their Branch account!

messaging

what should I do?

Reference Gladly answer, Onboarding: Basic Questionnaire, and tailor your response.

This answer requires a link to help the applicant start where they left off. It can be found in the last message sent to the applicant within Fountain.

stage 3:

holding stage

This stage means that the warehouse the applicant has applied to is at capacity.

Once the warehouse has capacity for new delivery partners, Fountain will automatically send them a message & move them forward in the process.

messaging

what should I do?

Reference Gladly answer, Onboarding: Holding (Before 30 days) or Onboarding: Holding (First Touch), and tailor your response.

If an applicant wants to move their application we can! Reference Gladly answer: Onboarding: Holding - Changing Market

applicant reaches out after 30 days:

If an applicant reaches out after 30 days, you may move the application to the Next Stage. Scroll to the navy blue section for more information on how to do this!

Reference Gladly answer: Onboarding: Holding - After 30 Days, and tailor your response.

stage 4:

w9, contract, & consent

This stage will ask the applicant for tax information and will allow them the opportunity to review & sign the 1099 Delivery Partner Contract.

The applicant will also be presented with a Photo/Video Consent Form. This form will ask for their consent for Fetch Package to use their image in future promotions training if we happen to make a video for future progress. The applicant may not consent, if they do not consent, please escalate to a Lead.

what should I do?

Reference Gladly Answer: Onboarding: W9, Contract, & Consent Form and tailor your response.

This answer requires a link, it can be found in the last message sent to the applicant within Fountain.

Scroll to the navy blue section for more information on how to do this!

stage 5:

branch app consent form

This stage will ask the applicant if they will consent to allowing Branch to access their Basic Questionnaire information to set-up their Branch account.

what should I do?

Reference Gladly Answer: Onboarding: Documents Need Uploading, and tailor your response

This answer requires a link, it can be found in the last message sent to the applicant within Fountain.

stage 6:

branch set-up

This stage will redirect the applicant to Branch and allow them to set up their Branch account.

what should I do?

Reference Gladly Answer: Onboarding: Documents Need Uploading and tailor your response

This answer requires a link, it can be found in the last message sent to the applicant within Fountain.

stage 7:

claim work (pending)

When an applicant is in this stage they should proceed to claim a block to finalize the onboarding process.

what should I do?

Reference Gladly Answer: Onboarding: Claim Work Pending Status, and tailor your response

This answer will ask the applicant to claim a block to finalize the onboarding process.

(Please update assigned warehouse & market in WMS before sending the answer)

stage 8:

background check consent form

This stage will present the applicant with a consent form. This form, once signed, will allow Checkr to review the information submitted for our background screening process.

what should I do?

Reference Gladly Answer: Onboarding: BGC - Consent Form Not Signed, and tailor your response

This answer requires a link, it can be found in the last message sent to the applicant within Fountain.

Important Note: The applicant must type letter-for-letter what is shown in the parentheses. If they do not match the capitals or dash marks presented, they will not be allowed to move forward.

stage 9:

background check - checkr processing

This stage will present the applicant with a consent form. This form, once signed, will allow Checkr to review the information submitted for our background screening process.

what should I do?

Reference Gladly Answer: Onboarding: BGC - Still Processing/Pending, and tailor your response

stage 10:

background check - considered

This stage will only be presented if the background screening pulls back information that needs to be reviewed by our HR Department. This typically takes up to 3 weeks.

what should I do?

Reference Gladly Answer: Onboarding: BGC - Consider (Within 3 Weeks), and tailor your response

If an applicant reaches out and it has been longer than 3 weeks, we will need to reach out to HR through the DS: Considered Channel. Once this has been escalated, there is no further action needed by the agent. Please be sure to include:

Applicant Full Name
Applicant's Email
How long they have been under the considered status.

Reference Gladly Answer:Onboarding: Consider (After 3 Weeks), and tailor your response

stage 10a:

background check - MVR disputed

This stage means that an applicant has made it through the background check process but they don't agree with the results. An applicant will have 14 days to provide supporting documents to Checkr for review. Unfortunately, Driver Support will not be able to provide any updates during this time.

what should I do?

Reference Gladly Answer: Onboarding: MVR - Disputed, and tailor your response

The applicant will need reach out to Checkr!

stage 11:

background check - MVR suspended

This stage means that the applicant has requested the background screening to stop. Once an application is at this stage, there is no way for Driver Support to move it forward. The next step will be to add a new application to allow them to restart the process.

what should I do?

Reference Gladly Answer: Onboarding: MVR - Suspended, and tailor your response

The applicant will need to reapply or reach out to Checkr!

stage 11a:

background check - pre adverse

This stage means that Checkr has requested supporting documents, due to the background screening. The applicant will have 7 days to submit these documents to Checkr through Fountain. If the applicant fails to provide these documents within the allotted timeframe, their application will be rejected. Unfortunately, the Driver Support Team will not have any updates during this time.

what should I do?

Reference Gladly Answer:Onboarding: Pre Adverse, and tailor your response

The applicant will need to reach out to Checkr!

background check - assorted

This stage is for anyone with the status of canceled, suspended or dispute. At this point, the applicant's BGC is no longer processing - this can be due to a host of various reasons.

what should I do?

When a DP is in the BGC-assorted stage, DS agents will post in the Questions Space for review

stage 11c:

background check - post adverse/rejected

This stage means that the applicant was rejected due to 1 of the 3 reasons listed below:

Not providing documentation within the 14-day timeframe.
Not meeting the basic requirements to become a Delivery Partner.
Did not pass the background screening.

what should I do?

Reference Gladly Answer: Onboarding: "Post Adverse"/Rejected, and tailor your response

Please note- DP's will need to wait 6 months before submitting a new application.

On Hold

The On Hold stage is primarily for Idle applicants.

what should I do?

If an applicant is inquiring about their application being on hold. We may move the applicant back to the previous stage so they may proceed with their application.

manipulting applications

moving an application to a warehouse

You will have to do this for:

location selection
holding stage - changing market

step 1:

Search for the applicant and press the three dots next to their name.

step 2:

Next, click on “Move to…”

step 3:

From there, you will choose the warehouse the applicant wants to move to under the “Job” drop-down

step 4:

Lastly, once you have chosen the warehouse the applicant wants to move to, press “Submit” and you’re done!

moving an application to the next stage

You will have to do this for:

holding stage - (after 30 days)

step 1:

Search for the applicant and press the three dots next to their name

step 2:

Next, click on “Move to Next Stage”

step 3:

The messaging above will automatically be sent via Fountain's operating system!

Gladly Answer to Use: Onboarding: Holding (After 30 days)

adding an application in fountain

You will have to do this for:

returning 1099 delivery partners
inactive for 6+ months

step 1:

Gather the applicants' full name, email, phone number, & warehouse closest to them using our answer: Deactivated: Inactive (6+ month)

step 2:

Once you have gathered this information go to the "Openings" page in Fountain. Find the warehouse, select the 3 dots to the left of the warehouse, and then select "Add Applicant".

step 3:

Once "Add Applicant" has been selected, you will be redirected to a new screen. In this new screen, you will add all information gathered and select "Submit".

helpful docs & resources

Delivery Partner Reapplying SOP

common fountain questions

what link do I send to help the applicant start where they left off?

If the applicant is out of the Basic Questionnaire stage, a link will be sent to them via Fountain that will allow them to start their application where they left off. To find this follow these steps:

Search Application in Fountain
Select Applicants Name
Once you are in the profile view, look through the last messages sent to the applicant. Once you have found a link, you will copy & paste this into Gladly.

what link do we use if an applicant is having issues signing into fountain?

Driver Support does not have access to help with a password reset within Fountain. They will need to reach out to Fountain directly. Gladly answer to use Onboarding: Fountain Password Reset

what do I do if an applicant accidentally puts the wrong information on their application?

An applicant will reach out stating they misspelled their name, email, phone number, etc. Unfortunately, Driver Support agents cannot adjust this information.

Agents will need to reach out to a Lead to have the original application rejected, and then add a new application to Fountain, you will need their Full Name, Email, & Phone Number.

what should we do if a returning applicant or an inactive delivery partner needs help reapplying?

When a delivery partner who has been deactivated after 6 months of inactivity would like to reinstate their account, they will need to reapply. This is due to all drivers needing to undergo a current 6-month background screening. Before adding a new application to Fountain, reference the 1099 Deactivation Request Google sheet. If they are mentioned within the "Blacklist" or "Blacklist Form", this applicant is not eligible to reapply.

what does it mean when an application is in the archived status?

If an applicant is in this pipeline and would like to reapply, we will need to create a new application for them.

Please do not move any applications in or out of the Archived pipeline.

what should we do if an applicant receives an error message from Fountain when attempting to reapply?

Applicants will receive an error message from Fountain if they were Deactivated in the last 6 months, usually due to Inactivity or Duplicate Applications.

If an applicant receives an error message we will need to help them reapply by submitting an application to Fountain for them

( Check the 1099 Deactivation Sheet to ensure the applicant has not been Deactivated in the past 6 months & check the Banned Delivery Partner tab to ensure they have not been Blacklisted.)

Gladly Answer to Use: Onboarding: Duplicate Application (First Touch)

Gladly Answer to Use: Deactivated: Inactive (6+ month)

what should we do if an applicant's BCG has been processing longer than 2 weeks?

All background checks will take up to 2 weeks to process. If you run across an application that has been processing longer than 2 weeks, you will reach out to the DS: Support Questions Channel. Please be sure to include:

Applicant's Full Name
Applicant's Email
The issue that you are seeing

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