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van at the time of the notification occurred on the tablet. Especially if the driver is waiting for the client to end their day. No Show Clients When a driver shows up at the client’s residence, they will give the client a honk to let them know they are there. A driver should go to the door and knock if the client does not come out within 5 minutes of the scheduled pickup time. If there is no answer at the door from the client, the driver should alert dispatchers to call the client’s phone number on file to let them know the driver is waiting and to exit their homes and board. If the client does not answer after 2 attempts to contact via phone, the dispatcher may count the client as a no show for the trips scheduled and the driver can proceed with their schedule. Client Pickup Window The client’s pickup window opens 15 minutes prior to their scheduled pickup time and closes 15 minutes after. Clients should be ready and in place where they can see the van. E. Safety & Transportation Dispatch plays an important role in day-to-day safety for both clients and drivers. Making sure not to overbook vans will make sure that drivers are not rushing through their schedules, make sure that clients are given enough time to get out of their homes within the pickup window, and reduce the potential for accidents by allowing for plenty of time to get clients to and from their appointments within their daily service hours. Van Breakdown When a van has broken down while in operation for the day, it is key for the dispatchers to first make sure the van is in a safe area to address the potential issue. Get the address/location of the vehicle so the Project Administrator and Agency Director know where the vehicle is located. This location may also be needed in case there is the need to have another van assist in the transportation of the client. Once we know the van is in a 15 | 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