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Annoucements: Please use the Hand Off Channel to pass tickets :)
The Driver Ops team consists of our Payroll and Driver Operations team members. The Driver Ops team is in charge of: Recruiting, Onboarding, Payroll & more.
The Driver Ops team consists of our Payroll and Driver Operations team members. The Driver Ops team is in charge of: Recruiting, Onboarding, Payroll & more.
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.
fountain Stages
fountain Stages
Location Selection
Basic Questionnaire
Holding Stage
W9, Consent & Contract
Branch Set Up
Claim Work Pending
[Checkr] Background Check
Pre-Approved
Approved
Checkr is the platform utilized by Fetch to process a background screening for all applicants. This process can take up to 2 weeks.
background check stages
background check stages
- Checkr processing
- Considered
- MVR disputed
- MVR suspended
- Pre adverse
- Post adverse/rejected
Assorted
Branch is the platform used by Fetch to payout all 1099 Delivery Partners. Branch offers accelerated pay & digital wallets.
onboarding
onboarding
key timeframes to know about
key timeframes to know about
6 Months of inactivity/deactivation before a DP has to reapply
2 Weeks for a background check to process at it's longest
3 weeks for someone to be in the consider status before posting in the consider channel
30 Days for a DP to be in holding, after 30 days, the application may be moved to the next stage
pay corrections
pay corrections
All delivery partners must have completed the Branch integration during the onboarding process. If a Delivery Partner reaches out about missing pay or if a payment has been rejected, please ensure they have completed this step in Fountain.
Check WMS and Block Approvals.
This can be located in the WorkForce tab, under Blocks Approvals. Use “Ctrl F” to search the DP’s name. (Be sure to deselect the WH at the top left of your screen to see all “under review” blocks)
If DP’s name appears, send the answer, Pay: Under Review Status, in Gladly.
If not found in block approvals, search the payment history for recently approved blocks.
If not found in either, move to the next step.
Review Pay Corrections Request!
Review Pay Corrections Request!
Review our: Pay Correction Requests
If the DP still needs to submit a jotform, DS agents may reference: Pay: Pay Correction Form Request and tailor that response.
If the DP has submitted a jotform, you may reference, Pay: Pay Correction Follow Up and tailor that response.
If the jotform was submitted more than 24 hours ago, you may reference: Pay: Correction Posted and escalate the issue to the Pay Correction Channel.
Note: Please keep in mind that we should not rely solely on these answers. We want to acknowledge the issue and answer any questions or concerns the DP may have.
Template:
First and last name (Middle name if applicable)
Email
Phone Number
Description of the issue that they are experiencing in 1 - 2 sentences
Place screenshots, if applicable, in the comments of the thread
Do not post links to Gladly
Work with Driver Ops Admin to resolve issue!
Work with Driver Ops Admin to resolve issue!
Once this has been submitted, the DS Agent will work with the DO Administrator to resolve the issue.
If the DP pay correction was approved, DS agents may reference, Pay: Posted Payment and tailor that response.
If the DP pay correction was not approved, the DS Agent may reference: Pay: Incomplete Delivery Status (Pay not approved) and tailor that response.
deactivations disputes
deactivations disputes
DPs will have 7 days to dispute a deactivation. They will be unable to dispute a deactivation 7 days from the date they were deactivated.
Agents should update the DP Warning and Deactivation Disputes (status review tab) with a final resolution after a Deactivation Dispute has been completed.
When are DP's not eligible for reactivation:
Attitude/incident
Lost/stolen packages
Concessions over 1%
Misdelivered to Common Area
When should you escalate to tier 2?
Discrimination or harassment
If a DP is deactivated with the wrong reason code
If a DP was deactivated due to a "high cancellation rate" and does not have a threshold of 7 claimed blocks.
Always review the Banned Delivery Partners & Blacklist tabs when reviewing a dispute or when helping a DP reapply . Once a decision has been made on a dispute, we should update the status review tab in the DP Warning and Deactivation Disputes sheet.
If you need assistance reading the Engagement tracker please reference, Reading DP Engagement Tracker.
violation disputes
violation disputes
DPs will have 7 days to dispute a violation. They will be unable to dispute a violation 7 days from the date the violation was issued.
Agents should update the DP Warning and Deactivation Disputes (status review tab) with a final resolution after a Violaton Dispute has been completed.
If a violation is being revoked, agents will add the revoked violation to the Engagement tracker (revoked violations tab).
de-escalation
de-escalation
De-escalation is a skill that everyone can benefit from, especially when faced with heated conflicts or emotionally charged situations
recognize, respond, and resolve
recognize, respond, and resolve
By catching early signs of conflict, you can prevent it from spiraling out of control. Human beings are wired to react emotionally to stress, and knowing how to spot these reactions early is essential.
Be empathetic: Try to understand the other person's feelings and perspective
Use active listening: Give the other person your full attention and show that you understand what they're saying
Speak calmly: Use the right tone and words, and ask open-ended questions
Clarify the issue: Summarize the key points that led to the disagreement. This helps ensure that everyone is on the same page and that no details are overlooked.
Set achievable outcomes: Not every problem will have a perfect solution, but you can set small, achievable goals that lead to a better outcome
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