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ds basics
ds basics
Driver Support hours
Driver Support hours are Monday through Friday from 10:00 AM to 11 PM CST and Saturdays and Sundays from 09:30 AM to 9 PM CST.
Driver Support contacts
Driver Support contacts
Phone: 512-456-3092
Email: driversupport@fetchpackage.com
The 5 Core Values of Fetch
The 5 Core Values of Fetch
Fetch operates with 5 core values in mind. Those values are: People taking care of people, Deliver value, Growth mindset, Enjoy the journey, and Cultivate fans. Driver Support exemplifies these values by providing state-of-the-art support to our 1099 Delivery Partners, working as a caring and powerful team, and continuously finding ways to grow all while having a good time doing so!
Driver Support Checklist
Formal Corrections Guide
DS: Agent Stats & Scorecards
DS: Agent Rating System
ds time off, breaks & overtime
ds time off, breaks & overtime
Driver Support overtime ⏳
Driver Support overtime ⏳
Agents must submit time off requests in Paycom two weeks in advance. Agent will find coverage and log it in the coverage sign-up sheet.
Agents may pick up shifts for any agent who calls off to get overtime. During peak season it is likely that overtime hours will increase. Overtime is paid at time and a half.
WhatsApp: Driver Support has a WhatsApp group where driver support agents will post to get coverage when they are unavailable to work. Once an agent finds coverage they will mark the exchange on the DS Coverage Sign-Up Sheet.
Driver Support Breaks (Clock Out & In for lunch)⌚
Breaks: Driver Support agents get one 30-minute lunch break and one 15-minute 'brain break for an 8-hour shift & one 30-minute lunch break & two 15-minute 'brain breaks' for a 10-hour shift.
Lunch Break: You will clock out for lunches using the "Out Lunch" button in Paycom and clock back in using the "In Lunch" Button. Lunch breaks are documented on the Master Schedule
Brain Breaks: may be taken at any time during the day as long as it is not 1 hour before clocking out,1 hour after clocking in, or 1 hour from lunch breaks. Agents should try to take 'brain breaks' during slower times and when other agents are active.
**When taking a break be sure to set yourself to 'Break' in Gladly by clicking on your profile icon in the top right corner and selecting the proper away reason from the subsequent drop-down menu..
Also, be sure to let the team know of your absence by reporting all breaks and return from breaks in the Retriever Tribe channel**
Call-Offs- Agents should get their shift covered or traded, let leadership know, and put it on the DS Coverage Sign-Up Sheet. Note: For emergencies, agents should inform leadership 2 hours in advance and provide the reason. Please review the Time-Off Coverage Process SOP for more details.
PTO: Time off requests should be placed in advance and agents must use their PTO or Sick Pay accordingly.
what does it mean if i get a strike?
what does it mean if i get a strike?
A Strike is given to agents who have received multiple reminders and were given additional coaching on specific criteria relating to the driver support role. A strike is another firm reminder. Multiple strikes may lead to further disciplinary actions. Here is a breakdown of the strike system.
how many scheduled meetings will I have as a ds agent?
how many scheduled meetings will I have as a ds agent?
Bi Weekly Check-ins: Team members meet individually with the manager for a bi-weekly check-in. We encourage you to come prepared with questions, comments, or concerns.
Monthly Group Meetings With Team Leads: A small group of 3-5 Driver Support Agents will meet with their assigned Team Lead for monthly check-ins. During these meetings you can mention non-urgent issues, concerns, or ideas you may have regarding practices or team dynamics. Feel free to express yourself openly during these meetings.
Monthly CKB Meets: Here we will meet in small groups to discuss process changes, areas of focus and new Driver Support developments.The DS trainer will host the meeting
Monthly Team Meets: The entire DS team will meet once a month. Here, Driver Support agents have the floor to discuss any topics and provide feedback, success stories, or pain points.
Please Note: Cameras are required to be on for all meetings.
How do I refer someone to the Driver Support team?
how do I refer someone to the driver support team?
how do I refer someone to the driver support team?
Driver Support agents are encouraged to refer any person(s) who they believe exhibit the skills and reliability needed to be an effective and valuable Driver Support agent! To do so agents should fill out the Employee Referral Program DS doc.
helpful links:
helpful links:
The Driver Support Checklist is where to find your daily expectations. You may reference this document during your day and check off all actions
Master Schedule
DS Coverage Calendar
Strike System
Paycom
DS: Agent Rating System
DS: Agent Stats & Scorecards
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