Senior Transportation Service – Canada Standard

🌱 CORE SERVICE PRINCIPLE

RideSenior is not a rideshare service.

It is a Senior Transportation & Support System designed to provide:

  • Safety
  • Dignity
  • Comfort
  • Reliability

Every driver represents the RideSenior brand and must deliver consistent, respectful, and supportive service to every senior client.

🚘 SERVICE LEVEL DEFINITIONS

Standard Ride (Curb-to-Curb)

  • Pick-up and drop-off at curbside
  • Basic assistance if needed

Assisted Ride (Door-to-Door)

  • Assist client from door → vehicle → destination door
  • Support slow walking, balance, or mobility issues

Escort Ride (Full Support)

  • Escort client into:
    • Clinic / hospital
    • Store / appointment location
  • Wait and return with client if requested

👤 DRIVER RESPONSIBILITIES

🔹 BEFORE THE TRIP

Driver must:

  • Review booking details carefully
  • Contact client 15–30 minutes before arrival
  • Confirm:
    • Address
    • Client condition (mobility, walker, wheelchair)
  • Ensure vehicle is:
    • Clean
    • Safe
    • Ready for service

🔹 UPON ARRIVAL

Driver must:

  • Arrive on time or early (5–10 minutes)
  • Notify client via:
    • Call or text
  • Exit vehicle and:
    • Greet client politely
    • Introduce themselves

🔹 DURING PICK-UP

Driver must:

  • Assist client safely:
    • Opening door
    • Helping with seating
  • Move at client’s pace (NEVER rush)
  • Handle mobility aids:
    • Walker
    • Cane
    • Foldable wheelchair

🔹 DURING THE TRIP

Driver must:

  • Drive safely and smoothly
  • Avoid:
    • Sudden braking
    • Aggressive driving
  • Maintain respectful conversation
  • Adjust:
    • Temperature
    • Comfort if needed

🔹 AT DROP-OFF

Driver must:

  • Assist client out of vehicle
  • Escort client based on service level:
    • Curb / Door / Inside location
  • Ensure client is safe before leaving

🔹 AFTER THE TRIP

Driver must:

  • Confirm trip completion in system
  • Report:
    • Any issues
    • Any incidents
  • Maintain professionalism at all times

🛡️ SAFETY & CARE PROTOCOL

🚨 GENERAL SAFETY RULES

  • Safety is ALWAYS the top priority
  • Never rush a senior
  • Always assist when needed

⚠️ FALL PREVENTION

Driver must:

  • Offer support when:
    • Entering/exiting vehicle
  • Ensure:
    • Stable footing
    • Slow movement

🆘 EMERGENCY PROTOCOL

If client shows:

  • Dizziness
  • Pain
  • Medical distress

Driver must:

  • Stop safely
  • Stay with client
  • Call emergency services (911 if needed)
  • Notify RideSenior immediately

📋 INCIDENT REPORT

Driver must report:

  • Falls
  • Complaints
  • Delays
  • Safety concerns

🚙 VEHICLE STANDARDS

Driver vehicle must:

  • Be clean and odor-free
  • Have working:
    • Air conditioning
    • Heating
  • Be easy for seniors to enter/exit

❌ Not allowed:

  • Dirty vehicles
  • Smoking smell
  • Unsafe or damaged vehicles

👨‍⚕️ CUSTOMER CARE STANDARD

Driver must always:

  • Speak clearly and respectfully
  • Be patient and calm
  • Treat every senior with dignity

Required behavior:

  • “Take your time” attitude
  • Friendly but not intrusive
  • Respect privacy

📱 SYSTEM & COMMUNICATION

Driver must:

  • Use smartphone for:
    • Booking updates
    • Navigation
  • Respond quickly to:
    • RideSenior team
    • Client calls

📚 DRIVER TRAINING STANDARD

All RideSenior drivers should be trained in:

  • Basic senior mobility assistance
  • Communication with elderly clients
  • Safety awareness
  • Service etiquette

🤝 PROFESSIONAL CONDUCT

Driver must:

  • Be punctual
  • Not cancel last-minute
  • Maintain reliability
  • Follow all RideSenior policies

⚖️ COMPLIANCE & LEGAL

  • Drivers are independent contractors
  • Must maintain:
    • Valid licence
    • Insurance
  • Must comply with local transportation laws

🌟 BRAND PROMISE

Every RideSenior driver represents:

A safe, trusted, and caring transportation experience for seniors and their families.