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B. Dispatcher Call Script “Hello, thank you for calling Erie County Department for Aging Going Places Transportation Program, this is __________. Who am I speaking with? After getting clients first and last names, confirm their pickup address. “Thank you _____ _______. Are you still located at ________ __________ in ______ ________. After confirming pickup address, we will move to scheduling. “What day were you looking to schedule your trip?” After opening the requested day in Routing Box, we will start to get the necessary details for the trip. “What is the address of the location you are going to? “Is there an appointment time?” “What is the purpose of the trip?” You will now assign an initial pickup time for the trip, based on the schedule’s availability and trip length. In some cases, you may have to pick up a client earlier than requested based on already scheduled trips. “We will be able to pick you up at XX:XX to get you to your appointment by XX:XX.” “What time would you like to be picked up from the location to return home?” If they give you a return time, enter the time as scheduled in the second leg of the trip. Lastly, we will confirm all the details of the trip to the client to ensure we have everything correct. “So, to confirm, you are going from (Home Address) on (Date requested) to (Dropoff location). Your pickup time is XX:XX, for an arrival time at (Dropoff location) of XX:XX. You will be picked up from (Dropoff Location) at XX:XX to return to (Home Address). **If the client is scheduled on 3rd party provider, let client know that there will be a confirmation text/call the evening before service, and that they will be given the opportunity to donate after the month concludes. 11 | P a g e – E r i e C o u n t y G o i n g P l a c e s P o l i c y a n d P r o c e d u r e