MCK Delivery Driver

*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.

• Safely deliver MCK meals from the kitchen to assigned stops within the Portland metro area. 

• Follow the delivery route and delivery instructions for each meal recipient.

• Mark delivery status in the Circuit for Teams App (currently limited to only ‘Done’ or ‘Incomplete’).

• Communicate with assigned MCK Delivery Comms teammate as needed.

You will use your personal phone to access the Circuit for Teams app and to navigate yourself through your route. You will also need your personal phone to communicate with your delivery comms person. 

As the delivery driver you are NOT responsible for communicating with the recipients, your comms person will be in charge of that. However you may need to ask your comms person for delivery support, additional details or help along the way. 

Please have your phone handy and charged while delivering. 

BUT PLEASE BE CAREFUL NOT TO TEXT AND DRIVE!

Vehicle 

You will need a safe and reliable vehicle to get yourself through your delivery route. Please ensure prior to starting that your car is ready to roll. 

Before your D-Day Shift

• Complete Delivery Driver training 

• Ensure your vehicle is ready to roll 

Morning of D-Day 

• Check MCK’s email on who the volunteer for Meal Sorter/Dispatch is for that day.

! If you are running late or have an emergency affecting your availability, this is the person you need to contact !

• Arrive at the kitchen: 1907 NE  45th  Avenue, Portland, 97213 no earlier than 9:45am. 

• Load up your car with meals.   Ask  Meal Dispatch volunteers for help if you have lifting restrictions. 

• When you are ready to drive, launch the Circuit for Teams mobile app and tap Start. All routes begin at the kitchen. Your route will typically be organized to mainly one area or “loop” that will usually end close to your home neighborhood.  If you need your ending location to be different, you have to contact Sherielyn  at MCK before Friday.

• The Circuit for Teams app is compatible with navigation apps like Google Maps, Apple, Wayz, etc.  Your stop’s delivery address is automatically carried over from Circuit to your navigation app.

During your shift

• Once en route, check the delivery notes for specific instructions like “knock loud, do not knock, beware of dogs, call ahead bec call box is broken, etc”.

• Arrive at your delivery stop and complete the delivery per any instructions - if no instructions then simply leave the meal at the recipients doorstep. 

• Try for contactless delivery as much as possible. Sometimes you might see the person outside and that's ok!

• After a meal drop, switch back to your Circuit app and tap Done to update the status.

• Your Delivery Comms person relies on these status as prompts of when to send text message notifications to our meal recipients.

• On the app, continue to your next stop by tapping Start.

• Your route will continue to update taking into account your progress and the current traffic condition

• The route is optimized (stop 1, 2, 3, etc) to save all of us time.

• When you are done with all your deliveries, tap the 'Mark as Completed' button on your app.

• Please return the empty crates to the kitchen unless you are signed up for another delivery the following week.

Additional things that may come up

• If you need to change your route by adding a personal stop, please let your co-pilot Comms person know.  This can happen if you miss a turn or you need to make a fuel or bathroom stop.

• Text or call your Comms person if there is an issue with the address/location

• If a delivery cannot be completed even after working with Comms to try to resolve it, on your Circuit app mark it “Incomplete” 

• Your Comms person will likely instruct you to move on to your next delivery in which case you will be asked to hold on to the meal until the end of your route to drop it off to the kitchen.  Casper or Sherielyn will attempt a redelivery if we get the correct information from the family

• Always call or text Comms ahead for a few families that need a call-ahead because their building does not have a working call box or a way to buzz you in.  We have a handful of returning requesters who live in old apartment buildings.  This will be specified in the Notes section within the app.  Refer to the sheet for your Comms co-pilot

• A friendly reminder to keep safe food handling in mind -- deliver within 2.5 hours as much as possible.  In the cold weather, we do not need to provide you with coolers

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. 

Scenarios that may require escalation: 

• You have an emergency and cannot make it to your delivery shift

• You encounter an unsafe situation while trying to complete a delivery

• Your technology fails or goes wrong

• You have a personal emergency and cannot complete your delivery shift

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.

I downloaded Circuit for Teams, but I cannot access it (I get errors when trying to log in). I'll receive log-in instructions soon, correct?

• Circuit for Teams access email will be sent no more than 24 hours before the end of your shift.  This is a paid subscription so we limit access to keep the cost down

When will I receive an email with access to Circuit for Teams?

• Usually 18 to 20 hours before your shift starts, by Friday afternoon

I think I downloaded the app, but the login information isn’t working.

• Make sure you downloaded Circuit for Teams, not Circuit Route Planner

• Check that you are using the email address the MCK admin used to create an account for you

I do not see a route assigned to me.

• MCK usually finishes route mapping by Friday evening when the week is not hectic, but definitely by Saturday morning.  Check back then or reach out to Sherielyn!

The pinned location on Circuit is different from what my navigation app shows.

• Look up the address in your navigation app.  Take a screenshot and send the discrepancy to your Comms person.  Sometimes Circuit puts the address pin incorrectly.

The pinned location on my Google maps (or another navigation app) looks different from what Circuit app shows.

• Check that you have the right address and try looking it up by apartment name, if you have it.  Typically, your navigation app is correct and we just need to have Comms document this for troubleshooting with Sherielyn later on.

Circuit is showing me the wrong direction.

• Circuit does not give direction, it only pins the location.  Check your address on your navigation app (Google Maps, Apple map etc).

How do I notify the meal recipient that I have completed dropping off the meal?

• Using your mobile app Circuit for Teams, tap 'Done' upon completion of a delivery.  This update will show up online and your Comms person will see it on the web portal.  Your Comms person will be the one to send a text message to notify the meal recipient that the food has been delivered.

The call box is broken and I cannot get in the building or inside the gate, what do I do?

• Text your Comms person and they will contact the meal recipient to notify them that you are outside the building needing assistance.  This process should not take more than 5 minutes.

I texted my Delivery Comms person and it’s been more than 5 minutes, what do I do?

• Give them a call.  Sometimes they get caught up helping troubleshoot with their other drivers.  Each Comms person is usually paired with 2-3 drivers per shift.

I need to stop for gas (or coffee), is that ok?

• Absolutely!  Just let your Comms person know if you need to make a stop.  Remember, they can see your whereabouts on Circuit :-).  They'll see if you are going a different direction/route and may check on you if you seem to be going the 'wrong direction'.

Can I change my route on Circuit?

• You can add a stop and re-optimize the route.  But we advise that you do not as unless instructed by Sherielyn for last minute additions.  What your comms person sees on the Delivery Sheet is an export of how it appears on Circuit for Teams by stop number.  It will create a confusion if you change your route without letting them know.

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 Driver shift. 

A few key takeaways: 

• Your main responsibility is to safely deliver meals from the kitchen to their recipients

• Safety is always a top priority. If you ever have a situation, escalation or concern don't hesitate to reach out to Sherielyn or MCK leadership.

• Make sure you are checking and following the instructions in the Circuit for Teams mobile app and don't hesitate to reach out to your comms support person with questions or issues.

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.