MCK Delivery Comms

Welcome to the world of Delivery Comms for Milk Crate Kitchen! You are the communication hub and coordination extraordinaire that keeps delivery day running smoothly at Milk Crate Kitchen. We are so grateful for you!

Time Estimate for Information Review + Absorption: 60 minutes (or less)

Jump to a section:

Introduction

Key Responsibilities of the Role

Tools and Documents

Delivery Comms Shift Walk Through

Escalation Support

FAQs

Key Takeaways

Introduction

*If this is your first time volunteering with our team, please review the welcome module before going any further*

The following is the training program our team has designed for this role. It should not take more than 60 minutes to go through all of the training material. Please set aside some quiet time for yourself to review and absorb the information. By the end of this training you will have a clear understanding of:

Key responsibilities of the role
An overview of the tools and documents you will use
What a standard shift looks like
How to provide escalation Support
FAQs + Answers
Key takeaways.

Key Responsibilities of the Role

Act as the primary and frontline communication for the families who receive meals on delivery days
Liaison between the driver and their assigned deliveries (this includes tracking the drivers, monitoring route, assisting with delivery details such as door codes, special requests, etc.)
Update and maintain delivery spreadsheet with delivery verdicts (completed, incomplete, notes)
Provide escalation support between delivery drivers and MCK leadership.

Tools and Documents

In this section we introduce you to the tools and documents you need to perform the delivery comms responsibilities and go over how we utilize each one. Here are the tools and documents we use:

Tool: Computer + Internet - necessary to complete your shift
Tool: Personal phone - to text drivers or communicate in the event of an escalation
Tool: Google Voice Phone - to communicate with families
Document: Delivery Day Google Sheet - all the delivery info and assignments for the day. Typically emailed the morning of.
Document: Master Sheet - tracks all the recipients we’ve ever had (including repeats). Helpful for cross referencing!
Tool: Circuit for Teams - how we track the delivery drivers and their routes and monitor when a delivery has been made.

Computer & Internet

This role can be done from anywhere! (hello volunteering in your PJs on a Saturday morning right?) but you will need a computer and a stable internet connection to complete all the tracking, coordinating and messaging that this role requires.

Personal Phone

You will need your personal cell phone to communicate with the drivers via text as needed AND our leadership team in the event of an emergency.

Google Voice Phone

MCK has recently started using Google Voice Number for text messaging and calling the families that receive meals from us. We use Google Voice Number because

It protects volunteers from having to use their personal numbers for communicating with families
It allows you to easily “text” families from a computer
It creates a more reliable paper trail because all notifications are also sent through email.

STOP! Before we go any further - let’s set up your Google Voice Phone #! It’s real easy!

Step 1

Get your Google Voice Number. Click here for guidance on how-to.

Step 2

Choose a Portland, OR metro area number as much as possible. You may have to play around a little till you find one that is available.

Step 3

Once you have a number, play with it!
Send a message to the MCK team (aka Sherielyn) with your name and let her know this is your GVN. The number is 971-808-2851 and is tied with this MCK email address.
Sherielyn will save your number as YourName-GVN

! Be Careful ! if your message is too long, it might not go through. You may have to play around with your delivery notification message. Or if someone reports your text as spam, Google will block your number from being able to text that person and it will last for 24 hours. If you have any questions, let our team know before your shift.

Delivery Day Google Sheet

For each delivery day we have all of the delivery information and details consolidated into one google sheet. For confidentiality purposes this sheet will not be sent to you till either the night before or morning of the deliveries.

The email you get with the sheet will look like this and will include the delivery day date in the document title -

Once you have access to this sheet, you will see it lists all requesters' information, volunteer drivers and corresponding stops which are sorted by: Driver Name & Stop#

Check which drivers are partnered up with your name. These are the people you will be liaising with and assisting during deliveries until all routes are complete.

You will also use this sheet to mark off deliveries, cross reference delivery details and make notes. This sheet should be open on your computer for the duration of your shift.

The document itself will look like this (but with many more entries... this is just an example)

The sheet will be organized by driver and delivery sequence. It will be your responsibility to track the deliveries for your assigned driver.

Once a driver completes a delivery, you will send a message to the recipient (via Google Voice Desktop Phone!). Then use the strikethrough method on the spreadsheet to notate it - like this:

The first two columns on the sheet with headers 'Previously requested?' and 'For someone else?' are for you to reference.

In situations where this request was submitted for someone else and there is some challenge reaching the address, look for the Submitter's contact information and text or call them first instead of the recipient.

Try to clarify the address or phone number with them. If this was a request submitted by someone else, the meal recipient may not have been made aware of today's deliveries - it can happen!

Escalation Needed - contact Sherielyn

Currently, only Sherielyn and a couple other core MCK team members have access to the Historical/Archive Requests Log.

Many of our families are repeats and we likely have their past requests and contact information in the archives. Sometimes there are mixups, typos or mistakes in the delivery instructions/comments submitted to MCK by the Meal Requester and/or the Meal Recipient. If your driver is having a hard time with delivery instructions check your Delivery Google Sheet in the column that says Previously Requested? If it says No, then unfortunately we have no other way to call or text them. Let Sherielyn know so she can send an email to them about a failed delivery attempt. If it says Yes, reach out to the day-of escalation support person to get assistance looking up the phone number and/or address in MCK's archives. You may not need this one as much (or ever!) during a shift - but it’s good to know how to ask for help and minimize your driver's waiting time.🙂

Circuit for Teams

Now you may be thinking to yourself… how do we know where our driver is at? Or if they’ve completed a delivery?

Well my friends, the answer is Circuit for Teams! Circuit for Teams is a really cool application that both comms and drivers use. On the Delivery side it's a mobile app that the Drivers use to map their route and log their deliveries and on the Comms side we use the web based app to see where our drivers are and when they’ve completed a delivery!

For Comms you should always use the web based desktop version!

STOP! Before you go any further, let’s get you logged into the Circuit for Teams web portal:

For new users, look for a separate email from no-reply@getcircuit.com sent to the email address you provided on our Sign Up. Since this is an MCK-paid software subscription , your account won't be enabled until ~24 hours prior to the end of your Saturday shift. Both new and existing users can expect this email notification before 4pm on Friday.

Step 1.

Using a laptop or any computer, go to the Circuit for Teams web portal: https://team.getcircuit.com/login.

Step 2.

Now, you won’t see the driver routes until the morning of - but once you log in you'll be prompted to click on a certain day or 'depot' and then you should see something like below - which will have all the drivers loaded on the side and a map of all the routes.

(Keep in mind this is a past example but on the delivery day none of the drivers will have started yet...)

Once each driver begins you can click on the driver and see their route and you can click on individual stops and see delivery details (stop #, recipient name, phone number, order: meat vs vegan, quantity, and delivery instructions such as apartment name and number, etc).

After a driver completes a stop/meal drop, on their end they use the app to mark the delivery as Done or Complete.

From the Comms side aka the desktop version, it will show a checkmark and a time stamp next to each stop that is completed. That is your cue to send the message to the family (via Google Voice Phone!) And mark the delivery off on the Day of Delivery Sheet.

See below for an example of what the delivered time stamp looks like -

*note there is sadly no noise ping or notification feature so you’ll just have to watch and see when each stop goes green to signify it’s been delivered.

Luckily - Circuit for Teams usually gives an estimate of when each driver should be at their next stop based on when they completed their last delivery so if you need a bathroom break or whatever it’s easy to step away for a moment.

Delivery Comms Shift Walk Through

Before your shift you have

Completed training!
Set up a google voice note and sent a message to Sherielyn
Logged into Circuit for Teams

The morning of

You are up and on your computer by 9:30am
You check your email for the Delivery Day google sheet
You open and review the Delivery Day Google Sheet
- You know who your assigned driver(s) are for the day and have saved their phone number to your personal phone
- You have reviewed any special notes on your deliveries (do they need a call beforehand? Is their number a landline? Do they have a special gate code)
You have google voice phone webpage open
You are logged into Circuit for Teams and have the delivery day open
Your personal phone charged and nearby

Shift starts at 10:00AM

If they do not preemptively do so - individually text your drivers on your personal phone. Introduce yourself and let them know you’ll be their comms support and to check in if they need anything!
Monitor the Circuit for Teams page as your drivers begin their routes
Check each of their upcoming stops to see if there’s any special instructions
When the Stop goes GREEN signifying the delivery has been made, copy and paste the recipient’s number to a new message in the Google Voice Desktop Phone
Copy and paste this message:
“Hi, this is Milk Crate Kitchen. Your meal has been delivered outside. Please look and reply back to confirm if you have received it. Thank you.”

While the text message asks for confirmation of receiving the meal, you do not need to wait for their reply as this can take several minutes and they don't always respond.
Then go to the day of deliveries google sheet and use the strikethrough function to mark that delivery completed
Rinse and repeat for each of your drivers and each stop!

Other things that may come up during your shift

If a delivery needs a call ahead or has a landline - you can make calls using Google Voice. Or if it's a cell phone, send the following text message:
“Hi, this is Milk Crate Kitchen. Our volunteer driver is on their way. Please meet them outside per your delivery instructions.”
It is not uncommon that your driver will text you if they are having a hard time accessing a delivery! If this happens you may need to text message or call the recipient.
“Hi, this is Milk Crate Kitchen. Our volunteer driver is outside with your meal. They need help getting into your building” -or-
“Hi, this is Milk Crate Kitchen. Our volunteer driver is outside with your meal. We don’t seem to have the right information to find your location”
This is also an instance in which you can cross reference the 2023 YTD master sheet to see if all the info is correct
A reasonable amount of time for a driver to wait to get into a delivery location is about 5 minutes. Beyond that - tell your driver to move on.
Let the driver know to mark “Incomplete” on the mobile app and tell them that Sherielyn or Casper will coordinate with them at the end of their route to arrange to retrieve the un-delivered meal.
FYI: We tell the families to expect the meals between 10am and 1pm but we want them to try and acknowledge receiving it to prevent or minimize cases of lost or mis-delivered meals; or meals sitting out for 2.5+ hours.
Help troubleshoot if the family responds with "I don't see the meal", etc.

IF YOUR DRIVER HAS NOT CHECKED IN WITH YOU OR SHARED A PROGRESS IN THE CIRCUIT APP FOR 15 MINUTES - TEXT THEM FOR A WELLNESS CHECK.

Everyone’s safety is our number one priority! As comms you are responsible for tracking drivers and also reminding them that their safety is always most important.

Speaking of safety… let’s chat about Escalations!

Escalation Support

Escalation is how we refer to a situation that needs support from MCK leadership (AKA Sherielyn or Casper). In the event of an escalation you can either text or call Sherielyn immediately who is always on hand during shifts.

STOP! Save this number now! Sherielyn (MCK) - 971-808-2851

Scenarios that may require escalation:

You have exhausted all resources and still cannot complete a delivery (i.e. all info is incorrect, can’t access address, etc.)
You have not heard from your driver since doing a wellness check
Your driver encounters an unsafe situation during a delivery
Your technology fails or goes wrong
You have a personal emergency and must step away.

When in doubt, use your best judgment. We’re all a team here and everyone’s safety is a top priority. If you are unsure, feel free to reach out to Sherielyn.

FAQs

Google Voice isn’t sending the messages (there are several reasons per Google Help document)

Often times we see this happen because the message is too long or because the number is a landline. Double check that the phone number listed is a mobile number and then try and resend a shorter version of the pre-scripted message. If both of those things don't work use your personal phone as emergency back up to send the message and then let Sherilyn know ASAP that google voice phone isn't working for you.

My driver hasn’t checked in with me yet

If this is at the beginning of the shift, go ahead and send them a short message. If you haven't heard from them in over 15 minutes during your shift, check in with a quick wellness check.

How do I know if this recipient has requested a meal from MCK before?

On the Day of Delivery Sheet there is a column on the far left that shows whether a recipient has previously requested a meal before. You can also go to the Master Sheet and use command + F to look for a recipient logged into the Master sheet.

This meal recipient’s name and address looks familiar, how do I find the information such as address and phone number that they’ve submitted before, for cross-referencing?

Go to the Master Sheet and use command + F to look for a recipient by their name, email address, mobile number, etc.

I tried to send a delivery text notification but it came back

Check if the number is marked as Landline vs Cell. If it is a landline, you will need to call them instead. If it is a Cell phone, try to shorten the message you are attempting to send in Google Voice Phone and see if it goes through. As an absolute last recourse back up you can send a message with your personal phone and then let Sherielyn know your GVP isn't working.

It’s been more than 5 minutes and the meal recipient still hasn’t replied to me, what do I tell the driver, what do I do?

Try to call them at minute 3 and minute 5. If you still do not receive any response, let the driver know to mark the stop as 'Incomplete' on their Circuit app and tell them to move forward with the next stop. Depending on their route and proximity to MCK's kitchen. ask if they are able to return the undelivered meal back to our kitchen. Tell them either Casper or Sherielyn will reach out to them.

The driver asked me what they’re supposed to do with the empty crates at the end of their delivery, what do I tell them?

If they are able to, ask them to return the empty crates to the kitchen. They can leave them in the backyard by the kitchen back door. Or if someone is at the kitchen, feel free to go in the front room and slide it under the prep table by the window.

I texted this family and they replied with a thumbs up or a “Like” emoji. But now, hours later, they texted again saying the meal is not there. What do I do?

I would verify what their correct address is and ask for any landmark or visual marker of their door, house, unit's doormat, etc. Contact your driver to verify that they delivered to the right location. It has happened in the past where a driver left the meal at the wrong door and was able to retrieve it and deliver to the correct place. In cases where both parties confirm that they have the right address, it is possible that the meal may have been stolen. Contact Sherielyn for escalation assistance. If we have an extra meal, we will attempt another delivery.

I received a text message from someone I sent a delivery notification to weeks ago, what would you like me to tell them?

Let them know that you are a volunteer and direct them to send an email to MCK to receive assistance. They can send their questions to themilkcratekitchen@gmail.com.

Key Takeaways

Whew you did it! Thank you for carefully reviewing all the above information and we hope it has provided you the details and support you need to successfully complete your MCK Delivery Comms shift.

A few key takeaways:

Your main responsibility is to be the bridge and coordination between the driver and the recipients! The delivery driver should only need to communicate with you and drop off meals.
Safety is always a top priority. If you ever have a situation, escalation or concern don't hesitate to reach out to Sherilyn or MCK leadership.
Make sure you have the correct google sheet open and you are checking delivery details, updating and checking off deliveries as they are made.
Don't panic! It may feel a bit like keeping multiple balls in the air at once between different tabs, tools and documents but you will get the process and flow down before you know it.

Finally, let our team know if you have any questions or concerns that this information didn't address. We're here to help and ensure your role as MCK Delivery Comms runs smoothly.

Page updated

Google Sites

Report abuse