6 Sherpa Driver On-Boarding Manual 1.2. 1.1. Sherpa is an on-demand delivery platform (website, tablet & mobile app) empowering individual users and businesses alike to log, track and manage their deliveries. Once logged, deliveries are broadcasted to the Sherpa Driver App where our extensive network
In any instance where the recipient is available to accept the delivery, rather than retrieving a signature, the app will prompt you to take a photo of the items at the.
6 Sherpa Driver On-Boarding Manual 1.2. 1.1. Sherpa is an on-demand delivery platform (website, tablet & mobile app) empowering individual users and businesses alike to log, track and manage their deliveries. Once logged, deliveries are broadcasted to the Sherpa Driver App where our extensive network
Sherpa Driver Manual 1 About Sherpa 2 You, Your Vehicle & Equipment 3 The Sherpa Driver App 4 Driver Health & Safety Important Note: In response to the developing COVID-19 Coronavirus situation, we have implemented some changes to our processes to minimise/eliminate any unnecessary contact throughout the delivery process. What Does This Mean? You are no longer required to get a signature from recipients In any instance where the recipient is available to accept the delivery, rather than retrieving a signature, the app will prompt you to take a photo of the items at the delivery location (avoid any focus on the recipient) and note the recipient name and relation. For alcohol deliveries, you will not need to photograph the items at the delivery location, simply note the recipient's name and relation. Check ID deliveries: Do not unnecessarily handle ID Some deliveries (Check ID or alcohol) may require you to check and note ID details. For these, simply ask the recipient to hold the ID where visible for you to check age and/or note required details. Place items somewhere safe/stable before knocking & step back To adhere to social distancing regulations, we do not want you handing items directly to the recipient. Find somewhere to place the items i.e. next to the door, or on the ground, where they can sit momentarily (without causing damage), knock, then step back 1.5m to complete the proof of delivery process. Ask the recipient to retrieve the items once you've successfully completed the delivery. Be smart & stay safe out there, Sherpas! Practise good hygiene wash your hands with soap and water, or use hand sanitiser frequently, cover your cough/sneeze with your elbow or a tissue. If you're unwell, please stay home do not continue to work through sickness. If you've recently returned from overseas, or think you may have been in close contact with a confirmed case, do not work, please read more about what to do here: www.health.gov.au. 5 A Bit of Legal Stuff 6 Tips & Tricks: Fragile Items 7 Responsibilities & Accountability 8 Account & Payments 2 Sherpa Driver On-Boarding Manual 1 About Sherpa 2 You, Your Vehicle & Equipment 3 The Sherpa Driver App 4 Driver Health & Safety How to Deliver Contactlessly: 1 2 3 Place item(s) safely & securely near the front door. 4 Knock or ring the doorbell, then step 1.5m back. If required, ask recipient to hold ID where visible to check. 5 1.5m Keep the 1.5m distance between you as often as you can. Take photo proof of the item(s) at recipient's door avoiding any focus on the recipient. Submit delivery proof and head to the next job. 5 A Bit of Legal Stuff 6 Tips & Tricks: Fragile Items 7 Responsibilities & Accountability 8 Account & Payments 3 Sherpa Driver On-Boarding Manual 1 About Sherpa 2 You, Your Vehicle & Equipment 3 The Sherpa Driver App 4 Driver Health & Safety Contents. 1 About Sherpa 5 1.1 Sherpa: A Quick Overview 6 1.2 Our Value Statement 6 1.3 How it Works: The Basics 7 2 You, Your Vehicle & Equipment 9 2.1 What to Wear 10 2.2 How to Behave 10 2.3 Items You'll Need to Keep Handy 10 2.4 Your Vehicle 11 2.5 Special Requirements for Motorbikes 11 3 The Sherpa Driver App 12 3.1 Finding Jobs Near You 13 3.2 Accepting Jobs 14 3.3 Suggested Route 15 3.4 My Jobs: Setting as Picked Up 16 3.5 Delivering Jobs 17 4 Driver Health & Safety 18 4.1 Driver Fatigue Management 19 4.2 Safe Transport & Handling of Heavy Items 19 5 A Bit of Legal Stuff 20 5.1 Tobacco Delivery Compliance 21 5.2 Alcohol Delivery Compliance 21 5.3 Food Handling & Safety Compliance 24 5.4 Road & Safety: Using Your Phone While Driving 24 6 Tips & Tricks: Fragile Items 26 6.1 Alcohol 27 6.2 Flowers 28 6.3 Food Cakes, Baked Goods & Groceries 29 7 Responsibilities & Accountability 31 7.1 Driver Warning System 32 7.2 Late Delivery Rates 32 7.3 Recording of Phone Calls 32 8 Account & Payments 33 8.1 When & How Much Do I Get Paid? 34 8.2 Liability for Damaged Items 34 5 A Bit of Legal Stuff 6 Tips & Tricks: Fragile Items 7 Responsibilities & Accountability 8 Account & Payments 4 Sherpa Driver On-Boarding Manual 1 About Sherpa 1 About Sherpa 2 You, Your Vehicle & Equipment 3 The Sherpa Driver App 4 Driver Health & Safety 5 A Bit of Legal Stuff 6 Tips & Tricks: Fragile Items 7 Responsibilities & Accountability 8 Account & Payments 1.1. Sherpa: A Quick Overview 4 1.2. Our Value Statement 4 1.3. How it Works: The Basics 5 5 Sherpa Driver On-Boarding Manual 1 About Sherpa 2 You, Your Vehicle & Equipment 3 The Sherpa Driver App 1 About Sherpa 1.1. Sherpa: A Quick Overview Sherpa is an on-demand delivery platform (website, tablet & mobile app) empowering individual users and businesses alike to log, track and manage their deliveries. Once logged, deliveries are broadcasted to the Sherpa Driver App where our extensive network of crowd-sourced drivers (that's you!) can view & accept the deliveries they want. You can accept multiple jobs at once, as long as you are confident you will get them all delivered by their due time that's our customer promise. We currently guarantee deliveries 7am - 9pm, 7 days a week within multiple major cities across Australia. As customer demand grows, we will continue to expand the Sherpa network into new areas. 1.2. Our Value Statement To deliver an exceptional, on-time experience for our customers, and theirs. You, as a contractor, are primarily responsible for us being able to deliver on our key value statement. You are the face and personality of not only your brand, but our customers' brands too. We want you to own your role... the happier you make our customers, the more likely it is they'll continue to work with us, and the more money you can continue to make! 4 Driver Health & Safety 5 A Bit of Legal Stuff 6 Tips & Tricks: Fragile Items 7 Responsibilities & Accountability 8 Account & Payments 6 Sherpa Driver On-Boarding Manual 1 About Sherpa 2 You, Your Vehicle & Equipment 1 About Sherpa 1.3. How it Works: The Basics Multiple Delivery Types & Timeframes Jobs are presented within your app as coloured pins; these reflect the delivery type and timeframe for a particular job. Deliveries can be broadcasted individually, or grouped with others in a `Run'. 3 The Sherpa Driver App 4 Driver Health & Safety 5 A Bit of Legal Stuff 6 Tips & Tricks: Fragile Items 1-Hour 2-Hour 4-Hour Same Day Run Alcohol Before Accepting a Delivery You can see an overview of a delivery before choosing to accept it. Make sure you pay attention to all details on the card as it will determine whether you are equipped and able to complete the delivery. Can I get it delivered by its due time? 01h23m Due In 8.2km Distance 2 x Cases of Beer Item(s) 26m Duration $24.32 Price Am I happy delivering alcohol? Am I wearing my safety boots today? When You Arrive at the Pickup Location Do I have my trolley with me? 01 Make sure you are at the correct address 02 Hi, I'm John from Sherpa Politely introduce yourself as the Sherpa Driver 03 #12345 for Pam Inform the customer which delivery you are collecting 04 I have 3 of 3 packages Double-check you've picked up the correct number of items Work together with persons at the pickup to adhere to social distancing practices. Follow any procedures they have in place and do all you can to avoid direct handover or contact. 7 Sherpa Driver On-Boarding Manual 7 Responsibilities & Accountability 8 Account & Payments 1 About Sherpa 2 You, Your Vehicle & Equipment 3 The Sherpa Driver App 4 Driver Health & Safety 1 About Sherpa 1.3. How it Works: The Basics (Continued...) When You Arrive at the Delivery Location 01 Make sure you are at the correct address, and are collecting the correct item(s) from your vehicle. 02 John Smith If the recipient is available (or someone on their behalf) get a signature through the app Note: Forging a signature is illegal and considered fraud. If you are found to be guilty of this, you're account will be immediately deactivated, and may lead to criminal conviction. Step 02 has been replaced with processes mentioned on page 2 of this document. No signature is required from recipients until we communicate otherwise. 03 If no one is available and you DO have Authority To Leave (ATL), look for a safe place and take photo proof via the app. 04 If no one is available, and you DO NOT have ATL, or there is no safe place to leave the item, follow the prompts to arrange a paid return delivery to the store. 5 A Bit of Legal Stuff 6 Tips & Tricks: Fragile Items 7 Responsibilities & Accountability 8 Account & Payments 8 Sherpa Driver On-Boarding Manual 1 About Sherpa 2 You, Your Vehicle & Equipment 3 The Sherpa Driver App 4 Driver Health & Safety 5 A Bit of Legal Stuff 2 You, Your Vehicle & Equipment 2.1. What to Wear 8 2.2. How to Behave 8 2.3. Items You'll Need to Keep Handy 8 2.4. Your Vehicle 9 2.5. Special Requirements for Motorbikes 9 6 Tips & Tricks: Fragile Items 7 Responsibilities & Accountability 8 Account & Payments 9 Sherpa Driver On-Boarding Manual 1 About Sherpa 2 You, Your Vehicle & Equipment 2 You, Your Vehicle & Equipment 2.1. What to Wear We do not require you to wear a uniform, but you must always be dressed appropriately in a professional and clean manner. You are an ambassador for your brand, and our users' as well. NO Singlets NO Trackpants YES Enclosed Shoes Failure to adhere to our professional dress code may result in receiving a grade 3 warning. 2.2. How to Behave This one is simple how would you expect a delivery person to behave towards you? Here's a few that we think are most important: 3 The Sherpa Driver App 4 Driver Health & Safety 5 A Bit of Legal Stuff 6 Tips & Tricks: Fragile Items Be Polite & Friendly Speak Clearly Respect Others Be Reliable Be On-Time We know sometimes things can go wrong, and people can be unreasonable, but please try to keep your cool and keep communicating in a calm and respectful manner. 2.3. Items You'll Need Having the following equipment with you in your vehicle makes delivering items of all different shapes and sizes much easier. The more prepared you are, the more jobs you can accept, the more money you can make! MUST HAVE! Crate or Box MUST HAVE! Cooler Bag/Esky RECOMMENDED Safety Boots * MUST HAVE! Phone Charger RECOMMENDED Trolley * RECOMMENDED Spray Bottle MUST HAVE! Phone Holder/ Bluetooth Headset RECOMMENDED High-Vis Vest * RECOMMENDED Pillows &/or Blankets * Required for some deliveries/users. Arriving at pickup without required equipment may result in a Grade 3 warning. 10 Sherpa Driver On-Boarding Manual 7 Responsibilities & Accountability 8 Account & Payments 1 About Sherpa 2 You, Your Vehicle & Equipment 3 The Sherpa Driver App 4 Driver Health & Safety 2 You, Your Vehicle & Equipment 2.4. Your Vehicle Like your personal appearance, it is important that your vehicle is in good, road-worthy condition as it will often be seen by businesses or customers at pickup and delivery locations. Keep it Clean Both inside & out, ensure it's always tidy & sparkling. Keep it Cool With air-conditioning to avoid heat-related damage to items. Keep it Smoke-Free Smoke away from your vehicle as the smell can affect your deliveries Keep it Insured It's your responsibility to ensure you and your vehicle are covered. 2.5. Special Requirements for Motorbikes For drivers using a motorbike, it is required that all goods are safely stored out of sight during an in-transit stop, preferably in under-seat storage, or in a weatherproof locked top case. We do not recommend items be left in motorbike cases when parked (even when locked). When parked, we recommend you take valuable items with you. This does not apply to motorbikes outfitted with safety top cases made from hardened metal such as alluminium, or metal alloy. MUST HAVE! Helmet RECOMMENDED Riding boots/ enclosed shoes MUST HAVE! Delivery case (soft or hard top) RECOMMENDED Jacket & long pants RECOMMENDED Protective gear i.e. gloves The MotoCap website provides motorcyclists with product ratings to help choose the right gear for best protection and comfort for your ride. 5 A Bit of Legal Stuff 6 Tips & Tricks: Fragile Items 7 Responsibilities & Accountability 8 Account & Payments 11 Sherpa Driver On-Boarding Manual 1 About Sherpa 2 You, Your Vehicle & Equipment 3 The Sherpa Driver App 4 Driver Health & Safety 5 A Bit of Legal Stuff 3 The Sherpa Driver App 3.1. Finding Jobs Near You 11 3.2. Accepting Jobs 12 3.3. Suggested Route 13 3.4. Setting Jobs as Picked Up 14 3.5. Marking Jobs as Delivered 15 6 Tips & Tricks: Fragile Items 7 Responsibilities & Accountability 8 Account & Payments 12 Sherpa Driver On-Boarding Manual 1 About Sherpa 2 You, Your Vehicle & Equipment 3 The Sherpa Driver App 4 Driver Health & Safety 3 The Sherpa Driver App 3.1. Finding Jobs Near You Once logged in you will land on a map displaying all open jobs in your area. See open jobs in a list view If you have finished working for the day and want to turn off all alerts, tap here to put the app into sleep mode. When you're ready to go again, tap anywhere on the screen to become active Toggle to view jobs ready for pick up now, later today, or tomorrow Tap a pin to see more delivery details A pin with a number on it indicates there are multiple jobs that share a pickup location 5 A Bit of Legal Stuff 6 Tips & Tricks: Fragile Items 7 Responsibilities & Accountability 8 Account & Payments 1-Hour 2-Hour 4-Hour Same Day Run 13 Sherpa Driver On-Boarding Manual Alcohol 1 About Sherpa 2 You, Your Vehicle & Equipment 3 The Sherpa Driver App 3.2. Accepting Jobs Tap a pin on the map to see a delivery's details prior to accepting it. 3 The Sherpa Driver App 4 Driver Health & Safety 5 A Bit of Legal Stuff 6 Tips & Tricks: Fragile Items Can you get this job delivered by its `Due In' time? Are you confident delivering this type of item? Tap the map to hide a selected job's details View this single job's route on a map 1-Hour 2-Hour 4-Hour Same Day Run 14 Sherpa Driver On-Boarding Manual Alcohol 7 Responsibilities & Accountability 8 Account & Payments 1 About Sherpa 2 You, Your Vehicle & Equipment 3 The Sherpa Driver App 3 The Sherpa Driver App 3.3. Suggested Route The suggested route displays a stop-by-stop view of your current deliveries to allow you to complete pickup and drop-offs in the most logical and efficient order. See the suggested route on a map Jobs are broken up into pickup and delivery stops This indicates a pickup stop This indicates a drop-off stop Tap to view full delivery details 4 Driver Health & Safety 5 A Bit of Legal Stuff 6 Tips & Tricks: Fragile Items 7 Responsibilities & Accountability 8 Account & Payments When you arrive at the destination, tap on the specific stop card to ensure you are at the correct address, have the right item(s) and have read any additional instructions. Then, simply mark as `Picked Up' or `Delivered'. 15 Sherpa Driver On-Boarding Manual 1 About Sherpa 2 You, Your Vehicle & Equipment 3 The Sherpa Driver App 4 Driver Health & Safety 3 The Sherpa Driver App 3.4. Setting Jobs as Picked Up Once you accept deliveries, they will display in a list in the `My Jobs' tab. Tap on the job card to view all details for that specific delivery. Switch between these tabs for specific pickup or delivery information Consignment No. & Reference ID are entered by the user/business it can be an easy way to quickly identify an item Contact the sender, recipient or Sherpa Support from here at anytime. Refresh delivery details Tap to navigate to this address Delivery tags indicate specific requirements (primarily for hand over at the delivery location) Once you are sure you have all items `Set as Picked Up' 5 A Bit of Legal Stuff 6 Tips & Tricks: Fragile Items 7 Responsibilities & Accountability 8 Account & Payments 16 Sherpa Driver On-Boarding Manual 1 About Sherpa 2 You, Your Vehicle & Equipment 3 The Sherpa Driver App 3.5. Marking Jobs as Delivered When delivering jobs it is important to pay attention to the delivery tags, as these determine different actions you may need to take before handing over the items. 3 The Sherpa Driver App 4 Driver Health & Safety 5 A Bit of Legal Stuff 6 Tips & Tricks: Fragile Items Always read delivery instructions before attempting to deliver Depending on specified tags, you will be prompted to take particular action(s) before retrieving proof of delivery. If no one is available to sign for the delivery follow the prompts to determine whether it is safe to leave the item(s) unattended and take proof of delivery photo, or if a paid return to the store is required. 17 Sherpa Driver On-Boarding Manual Other actions specific to the delivery can also be found here i.e. `undo picked up' Tap to navigate to this address If the recipient, or someone on their behalf is available to sign tap here With our contactless delivery, this button currently reads `Recipient Available'. Once tapped, follow prompts to complete the POD process specific for that delivery. 7 Responsibilities & Accountability 8 Account & Payments 1 About Sherpa 4 Driver Health & Safety 2 You, Your Vehicle & Equipment 3 The Sherpa Driver App 4 Driver Health & Safety 5 A Bit of Legal Stuff 6 Tips & Tricks: Fragile Items 7 Responsibilities & Accountability 8 Account & Payments 4.1. Driver Fatigue Management 17 4.2. Safe Transport & Handling of Heavy Items 17 18 Sherpa Driver On-Boarding Manual 1 About Sherpa 2 You, Your Vehicle & Equipment 3 The Sherpa Driver App 4 Driver Health & Safety 4 Driver Health & Safety 4.1. Driver Fatigue Management Make sure you are planning for breaks throughout the day tiredness can creep up on you. With the regular stops at pickup and drop-off locations, you may think that you will be able to avoid fatigue throughout the day, but that is not necessarily the case. Watch Out for the Early Warning Signs: · Yawning · Poor Concentration · Sore/Tired Eyes · Restlessness · Drowsiness · Slow Reactions · Boredom · Oversteering For more info: https://roadsafety.transport.nsw.gov.au/stayingsafe/fatigue/stoprevivesurvive.html If You Feel Tired While Driving: · Pull over for a break (a 20-min nap works best) · Stop for a coffee, although the effects of caffeine won't help for long and won't work for everyone. Caffeine is not suitable for some people and can be harmful. · Even if you don't feel tired, take regular breaks to avoid becoming tired For more info: https://roadsafety.transport.nsw.gov.au/stayingsafe/fatigue/tipstoavoiddrivingtired.html 4.2. Safe Transport & Handling of Heavy Items To reduce your risk of injury use a trolley to move heavy items and ensure you are practicing safe lifting techniques: · Plan and check you have a clear path · Keep a wide base of support place feet shoulder-width apart · Keep your back straight and your face forward · Bend your knees (not your waist) · Hold the load close to your body If you have any doubt, do not attempt to lift/move items If you do not wish to complete `Heavy Item' jobs, simply, deselect the option in the daily checklist or account preferences, and you will not be shown these jobs. 5 A Bit of Legal Stuff 6 Tips & Tricks: Fragile Items 7 Responsibilities & Accountability 8 Account & Payments 19 Sherpa Driver On-Boarding Manual 1 About Sherpa 2 You, Your Vehicle & Equipment 3 The Sherpa Driver App 4 Driver Health & Safety 5 A Bit of Legal Stuff 5 A Bit of Legal Stuff 5.1. Tobacco Delivery Compliance 19 5.2. Alcohol Delivery Compliance 19 5.1. Food Handling & Safety Compliance 21 5.2. Road Safety: Using Your Phone While Driving 21 6 Tips & Tricks: Fragile Items 7 Responsibilities & Accountability 8 Account & Payments 20 Sherpa Driver On-Boarding Manual 1 About Sherpa 2 You, Your Vehicle & Equipment 3 The Sherpa Driver App 4 Driver Health & Safety 5 A Bit of Legal Stuff 5.1. Tobacco Delivery Compliance It is illegal to provide tobacco products, non-tobacco smoking products, e-cigarettes or e-cigarette accessories to a person under the age of 18. Proof of age must be requested and checked before handing over the products. What is Suitable Proof of Age ID? · Roads and Maratime Services (RMS) Photo Card · A driver's licence · A passport · A keypass (over-18) identity card issued by Australia Post 5.2. Alcohol Delivery Compliance As per your contractor agreement, you are required to adhere to the Responsible Service of Alcohol (RSA) laws in a delivery context. Although you as a driver are not required to hold an RSA, Sherpa Pty Ltd is bound by these rules and must ensure that you are trained to adhere to RSA laws. RSA adherence in the context of delivery requires that you: 1. Do not deliver alcohol to anyone under the age of 18. 2. Recognise signs of intoxication (more info on next page) and do not provide anyone with alcohol if intoxication is established. Fines exceeding $29,000 can apply if you are found providing alcohol to a minor or an intoxicated person. How to Deliver Alcohol (and Tobacco) 1. If the individual answering the door at the delivery address looks under 25 years of age, always ask for ID. If the person is over 18, you must get a signature and full name via the app. 2. If the individual is under 18, do not under any circumstances leave the alcohol (or cigarettes). You must log a paid return delivery back to the store. 3. If the person who ordered the alcohol (or cigarettes) is not the person who answered the door, ask to see the person who ordered the alcohol (or cigarettes). If that person is not there, ask the individual at the door to show ID. Failure to provide ID or being underage requires you to take the items back to the store. 4. Alcohol delivery only: If you arrive and the person is noticeably intoxicated or you suspect intoxication, then you must under no circumstances leave the alcohol. Politely refuse to deliver the item(s) and log a paid return back to the store. 5 A Bit of Legal Stuff 6 Tips & Tricks: Fragile Items 7 Responsibilities & Accountability 8 Account & Payments 21 Sherpa Driver On-Boarding Manual 1 About Sherpa 2 You, Your Vehicle & Equipment 5 A Bit of Legal Stuff 5.2. Alcohol Delivery Compliance (Continued...) Here are Some Possible Signs of Intoxication: Speech Slurring, rambling or lost train of thought Balance Swaying, unsteady on feet or can't stand Co-Ordination Difficulty opening door or handling money Behaviour Rude, aggressive or argumentative How Do I Refuse Delivery? We must refuse service to any person: · Who looks under 25 and cannot provide ID · Whom we suspect is accepting liquor for a minor · Who appears to be intoxicated or disorderly There are 6 Acceptable Forms of ID: "I'm sorry, under RSA law I cannot leave these products with you. Please speak with <Business Name> to arrange a refund or re-delivery at a later date." 3 The Sherpa Driver App 4 Driver Health & Safety 5 A Bit of Legal Stuff Australian Driver's Licence Current or Probationary Check Date of Birth! NSW/QLD Overseas issued/ International equivalent acceptable. Current Australian Learner Permit Check Date of Birth! Issued by Roads and Traffic Authority. Commonwealth Keypass Card Check Date of Birth! Issued in VIC and QLD, however, can be used as ID in all states & territories across Australia. 6 Tips & Tricks: Fragile Items 7 Responsibilities & Accountability Current Proof of Age Card Check Date of Birth! NSW/WA Governments don't issue Proof of age cards; however, interstate cards are acceptable in NSW/WA. Photo Card Check Date of Birth! Issued by NSW/WA Governments for people 16 years and over. They can only be used as ID in NSW & WA. Passport Check Date of Birth! Current passport issued by the Australian Government or issued under the law of another country. Please do not for any reason take a photo of the recipient's ID. This is simply a reference for suitable forms of ID to sight before handing over the products. Student Cards, Credit Cards or other forms of ID CANNOT be accepted as proof of age! 22 Sherpa Driver On-Boarding Manual 8 Account & Payments 1 About Sherpa 2 You, Your Vehicle & Equipment 5 A Bit of Legal Stuff 5.2. Alcohol Delivery Compliance (Continued...) Digital Driver's Licence A Digital Driver's Licence contains multiple features which confirm it is authentic and current, reducing the risk of identity fraud. Ask the customer to swipe down to refresh their licence, to ensure you're viewing the most current information. Avoid handling a customer's phone. If you have difficulty viewing ask the customer to adjust the phone to make checking easier. Digital Driver's Licences are only valid forms of ID in the State of issue, not interstate. i.e. A NSW Digital Driver's Licence can be accepted when used in NSW, but not in QLD. Animated NSW Government logo 1 Last refreshed 2 date & time 3 The Sherpa Driver App 4 Driver Health & Safety 5 A Bit of Legal Stuff 6 Tips & Tricks: Fragile Items 7 Responsibilities & Accountability Waratah hologram moves when phone is tilted 3 4 Watermark matches the licence photo 5 6 Holders who are under 18 will have a tag next to their DOB 23 Sherpa Driver On-Boarding Manual QR code expires & reloads Address Details (scrolling is not always required to view address) 8 Account & Payments 1 About Sherpa 2 You, Your Vehicle & Equipment 3 The Sherpa Driver App 4 Driver Health & Safety 5 A Bit of Legal Stuff 5.3. Food Handling & Safety Compliance When delivering any food item you must ensure the following actions are taken to adhere to Food Handling and Safety Compliance. Handling and Protection from Contamination Ensure all food is packed well and unopened never open packed food, or touch open food. No coughing or sneezing over food packages. Temperature Control Chilled and hot food must always be kept in those conditions. Always carry food in insulated thermal bags to maintain temperature control and limit transport time as much as possible. What to Do: 1. Deliver hot or cold food as fast as possible in an insulated thermal bag 2. Keep your hands clean at all times 3. During the pick up, make sure the order is well-packed, during transportation be careful not to spill. 5.4. Road Safety: Using Your Phone While Driving Please Note: These are the mobile phone rules for NSW. We recommend all drivers refer to the specific laws in their State or Territory to ensure they know exactly what they can and cannot do with their phones behind the wheel. While driving or riding you CAN use your mobile phone: To make or answer a phone call To use the audio playing function (e.g. music) As a driver's aid (e.g. navigation, speed advisor app) ONLY if the phone is: · In a cradle fixed to the vehicle, doesn't obscure your view of the road, and can be operated without touching any part of the phone, such as Bluetooth or voice activation 5 A Bit of Legal Stuff 6 Tips & Tricks: Fragile Items 7 Responsibilities & Accountability 8 Account & Payments 24 Sherpa Driver On-Boarding Manual 1 About Sherpa 2 You, Your Vehicle & Equipment 3 The Sherpa Driver App 5 A Bit of Legal Stuff 5.4. Road Safety: Using Your Phone While Driving (Continued...) While driving or riding you CANNOT use your mobile phone for anything else, including: Texting or audio texting Emailing Using social media Taking photos Video messaging Holding your phone in any way (in hand, on lap, between shoulder and ear). Drivers are only allowed to hold a phone to pass it to a passenger. · If you want to use your phone for any of these functions, your vehicle must be parked out of line of traffic in an authorised parking spot with the engine turned off · These functions are not permitted when your vehicle is stopped, including when waiting at traffic lights or stuck in traffic We Recommend You Read More About the Road Safety Rules in Your State: State NSW VIC QLD ACT SA WA Link to Road Safety Rules https://roadsafety.transport.nsw.gov.au/stayingsafe/index.html https://www.vicroads.vic.gov.au/safety-and-road-rules/driver-safety https://www.tmr.qld.gov.au/Safety/Queensland-road-rules https://www.accesscanberra.act.gov.au/app/answers/detail/a_id/1828/~/act-road-rules http://mylicence.sa.gov.au/safe-driving-tips https://www.rsc.wa.gov.au/Rules-Penalties 4 Driver Health & Safety 5 A Bit of Legal Stuff 6 Tips & Tricks: Fragile Items 7 Responsibilities & Accountability 8 Account & Payments 25 Sherpa Driver On-Boarding Manual 1 About Sherpa 6 Tips & Tricks: Fragile Items 2 You, Your Vehicle & Equipment 3 The Sherpa Driver App 4 Driver Health & Safety 5 A Bit of Legal Stuff 6 Tips & Tricks: Fragile Items 7 Responsibilities & Accountability 8 Account & Payments 6.1. Alcohol 24 6.2. Flowers 25 6.3. Cakes, Cupcakes & Doughnuts 26 26 Sherpa Driver On-Boarding Manual 1 About Sherpa 2 You, Your Vehicle & Equipment 3 The Sherpa Driver App 4 Driver Health & Safety 6 Tips & Tricks: Fragile Items 6.1. Alcohol Equipment You May Need: Trolley, box or crate & cooler bag How to Transport How to Carry Some of our partners will require you to show your ID &/or your driver app to prove you're the assigned driver. You may also be required to sign an RSA book to show that you understand the rules regarding delivering alcohol. (And yes... this may be every time!) Secure items somewhere they won't tip over. Place bottles in a box or cooler bag and be careful not to shake. Have a trolley for Mind your back, larger quantity alcohol do not try to carry deliveries. multiple cases at once. Important Information Specific to Alcohol Deliveries It is illegal to: 1. Leave alcohol deliveries unattended if no one is home, the job is NOT marked with an tag, and it can't be left somewhere safe and out of site from passers-by. If marked with an tag, you must under no circumstances leave the delivery unattended even if the recipient has given you permission to do so. You'll need to arrange a paid return or re-delivery of the items. If you're ever unsure, don't hesitate to contact Sherpa Support. 2. Provide alcohol to a minor 3. Provide alcohol to an intoxicated person Contact Sherpa straight away if any complications arise and we will be sure to help you out! 5 A Bit of Legal Stuff 6 Tips & Tricks: Fragile Items 7 Responsibilities & Accountability 8 Account & Payments 27 Sherpa Driver On-Boarding Manual 1 About Sherpa 2 You, Your Vehicle & Equipment 3 The Sherpa Driver App 6 Tips & Tricks: Fragile Items 6.2. Flowers Equipment You May Need: Box or crate, spray bottle, pillows &/or blanket How to Transport How to Carry Do not under any circumstance leave flowers unattended in the sun, as they will likely die. If there is no shaded area to leave, call to arrange a paid return delivery to the store. Use padding inside crate or box if the item is in a vase. Leaving Unattended Keep bouquets upright and place in a box or crate if multiple items. Keep boxed items flat. 4 Driver Health & Safety 5 A Bit of Legal Stuff 6 Tips & Tricks: Fragile Items 7 Responsibilities & Accountability 8 Account & Payments Do not leave flowers in the sun Do not leave flowers against the door where they can fall, or be knocked over Do leave flowers in the shade, NEXT TO the door away from potential harm 28 Sherpa Driver On-Boarding Manual 1 About Sherpa 2 You, Your Vehicle & Equipment 3 The Sherpa Driver App 6 Tips & Tricks: Fragile Items 6.3. Food Cakes, Baked Goods & Groceries Equipment You May Need: Box or crate How to Transport How to Carry Place on the floor in front of passenger seat Keep air conditioning on at all times Always keep box flat Leaving Unattended Only stack sturdy, cardboard boxes, never stack bags or flimsy boxes. 4 Driver Health & Safety 5 A Bit of Legal Stuff 6 Tips & Tricks: Fragile Items 7 Responsibilities & Accountability 8 Account & Payments Do not leave groceries in the sun Do leave groceries in the shade 29 Sherpa Driver On-Boarding Manual 1 About Sherpa 2 You, Your Vehicle & Equipment 6 Tips & Tricks: Fragile Items 6.3. Food Cakes, Baked Goods & Groceries With fragile deliveries, you will be prompted within the app to check for damages before marking the job as "picked up" or "delivered". Inspect the item(s) to ensure you're accepting them in good condition. Damages may include: · Visible dents, holes or scratches in packaging · Broken or damaged goods i.e. broken glass or flowers · Open packaging that was previously sealed · Damaged barcodes on packaging boxes If you are unsure, contact Sherpa Support for advice. You are liable if item(s) are damaged in transit (that is, between pick up & drop-off). You will not be paid for the delivery and will be required to cover the cost of the damaged item. Do not attempt to deliver damaged items, and do not attempt to resolve the damaged situation yourself don't touch the cupcakes! Call Sherpa Support ASAP for instructions on how to proceed. 3 The Sherpa Driver App 4 Driver Health & Safety 5 A Bit of Legal Stuff 6 Tips & Tricks: Fragile Items 7 Responsibilities & Accountability 8 Account & Payments 30 Sherpa Driver On-Boarding Manual 1 About Sherpa 7 Responsibilities & Accountability 2 You, Your Vehicle & Equipment 3 The Sherpa Driver App 4 Driver Health & Safety 5 A Bit of Legal Stuff 6 Tips & Tricks: Fragile Items 7 Responsibilities & Accountability 8 Account & Payments 7.1. Driver Warning System 28 7.2. Late Delivery Rate 28 7.3. Recording of Phone Calls 28 31 Sherpa Driver On-Boarding Manual 1 About Sherpa 2 You, Your Vehicle & Equipment 3 The Sherpa Driver App 7 Responsibilities & Accountability 7.1. Driver Warning System Sherpa adheres to an official warning system in writing. As an active driver, you can have a maximum of 2 official warnings on your account at one time, upon receiving a third `Grade 2' or `Grade 3' warning, your account will be deactivated. A `Grade 1' warning will result in immediate deactivation of your account. https://help.sherpa.net.au/hc/en-us/articles/360028881872-Sherpa-Driver-Warnings 7.2. Late Delivery Rate You, as one of our drivers, are primarily responsible for ensuring our customers have the exceptional, on-time experience we strive to deliver. We monitor your individual late delivery rate (%) on a regular basis. If we find you to have a late delivery rate of 15% or higher, you will be notified via email, and expected to improve this % within a week. Failure to do so may result in a Grade 3 warning. 7.3. Recording of Phone Calls Sherpa Support inbound and outbound calls may be recorded for training and quality purposes. 4 Driver Health & Safety 5 A Bit of Legal Stuff 6 Tips & Tricks: Fragile Items 7 Responsibilities & Accountability 8 Account & Payments 32 Sherpa Driver On-Boarding Manual 1 About Sherpa 8 Account & Payments 2 You, Your Vehicle & Equipment 3 The Sherpa Driver App 4 Driver Health & Safety 5 A Bit of Legal Stuff 6 Tips & Tricks: Fragile Items 7 Responsibilities & Accountability 8 Account & Payments 8.1. When & How Much Do I Get Paid? 30 8.2. Liability for Damaged Items 30 33 Sherpa Driver On-Boarding Manual 1 About Sherpa 2 You, Your Vehicle & Equipment 3 The Sherpa Driver App 8 Account & Payments 8.1. When & How Much Do I Get Paid? Each delivery you complete will have its own delivery price. This is primarily calculated based on delivery type (urgency), item quantity and distance from pickup to drop-off. `Bulk Runs' are displayed in the app with this icon the price displayed will be the total you will receive for completing all deliveries in the run. Payment is made into your bank or PayPal account every Wednesday (for accumulated deliveries completed Monday - Sunday of the previous week). 8.2. Liability for Damaged Items As per the contractor agreement, you are liable for any damage that occurs to items during transit. If you damage or tamper with an item, do not attempt to complete the delivery. Contact Sherpa Support immediately to see how to proceed. You will not be paid for the delivery, and may be required to cover the item cost or cost of damages. 4 Driver Health & Safety 5 A Bit of Legal Stuff 6 Tips & Tricks: Fragile Items 7 Responsibilities & Accountability 8 Account & Payments 34 Sherpa Driver On-Boarding Manual What's Next? 01 Enter all of your profile information on the website, or via the app 02 Complete the `On-Boarding Quiz' you'll need 90% correct to pass 03 Record your short `Get to Know You' video 04 Upload some mandatory documentation via the WorkPro link we'll email to you. Any Questions? Don't hesitate to reach out to us via live chat at www.sherpa.net.au, call us on (02) 4058 4005 or email us at support@sherpa.net.auAdobe PDF Library 15.0 Adobe InDesign 16.1 (Macintosh)