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Dispatchers are the stewards of the program, and they set the tone for the customer experience from the first time they call in. Timeliness Losing the ability to drive is one that individuals do not take lightly. Having to rely on others for your transportation needs, and to remain independent is tough for certain individuals. We want to make sure we are doing our best to ensure timely services on the day service. The last thing we would want is for a client to miss an appointment because we overloaded a schedule or waited 3 hours for a return ride because we forgot to communicate it over the radio and routing box system. As the call center, we need to make sure we are the strongest link with the communication chain. It is imperative that we do everything in our power to communicate all items, big or small, to drivers and when needed to clients. When the lines of communication breakdown, it leads to chaos in the field. It is our job to manage the schedules in a way that accounts for potential delays in service the day of. Timeliness starts with dispatch, and we are also at the mercy of traffic throughout the area. If asked about the estimated time of arrival, please do your best to contact a driver, as they would know best the traffic conditions and route, they are taking to pick up the client. For clients with will call return rides, do your best to give them an estimated time of arrival, but also let them know the outbound rides that are scheduled so they know that there are X number of clients that have scheduled times. This is another time to educate the client that we recommend a return trip time when booking so that their pickup does not fall when clients are being picked up for appointments. 9|Page – Erie C ounty Going Pl aces Policy an d Procedure