Q: How timely are One Call drivers?
A: Drivers should arrive within 15 minutes of scheduled pick-up times.
Q: What happens if the driver is running late?
A: If the driver is running late, One Call receives an alert and contacts the member via phone. If the late arrival may cause an impact on the arrival time for the member’s appointment, One Call will ask the member if the arrival time is flexible. If not, One Call will contact the provider that the member is traveling to in order to determine if there is flexibility with arrival, or if the appointment can be changed to align with the member’s new arrival time, or later in the day.
Q: What happens if the member is running late?
A: Member or Member’s representative should contact One Call and One Call can adjust the ride time with the driver.
Q: What happens if the member is not there when the driver arrives?
A: The driver will contact One Call. One Call will attempt to reach the member via phone call. For safety reasons, One Call drivers do not approach members’ homes unless requested and necessary for the transport.
Q: What if Member doesn’t know specific time appointment will end, especially in the case when the member has multiple appointments at one location?
A: The member should schedule a pick up with a tentative pickup time. When the member is ready to be picked up from the prearranged location, the member can utilize text messaging with a reply, “R” or “Ready”, and that next ride will be requested and fulfilled.
Q: How are return trips scheduled?
A: Return trip inquiries are made at time of scheduling. One Call recommends members schedule return trips times, even if tentative, as last minute requests can result in long wait times (up to 3 hours).
Q: How many days in advance does a trip need to be scheduled?
A: Three days in advance is requested. Up to 24 hours in advance may be able to be accommodated.
Q: Can same day transportation needs be scheduled for urgent appointments?
A: One Call will make best efforts to accommodate all urgent requests. Urgent or last minute scheduling needs can result in long wait times (up to three (3) hours).