Dispatch
Verify Details
Once we receive a request submission for client transportation, our dispatch team will reach out to the referring agency to verify details such as client name, current medical needs, size, number of personal belongings, and age. They also confirm pick-up address and location inside the building.
Next the dispatcher will contact the receiving facility to confirm the availability of space. Once that is confirmed, dispatchers will assign a driver and give both facilities an expected time of arrival.
Our goal is to reach the client within two hours of receiving the request form, and dispatchers will keep the facilities informed and updated in case of delay or cancellation. If the dispatcher is unable to contact the designated contact person at either facility, the transport will be delayed or cancelled until further communication can be established.
PLEASE NOTE:
If the dispatcher is unable to contact the designated contact person at either facility, the transport will be delayed or canceled until further communication can be established.
Care For Juveniles
If the client is a minor (under 18 years), the dispatcher will ask if a parent wants to ride along or follow the transport vehicle. They’ll also ask for the parent/guardian’s contact information so that the driver can coordinate the trip or contact them in the event of an emergency. If a parent or guardian chooses to ride along, they must be at the referring facility at the time of pick up.
Transports
.jpeg)
What to Expect
Our drivers are trained in the areas of customer service, de-escalation techniques, and ensuring a safe trip. They will arrive in an unmarked vehicle, present their employee ID, and ask for the contact person. Once the client is ready, the driver will stow personal belongings away from the client. They’ll introduce themselves to the client and have a brief conversation. If the client is a juvenile, they’ll also introduce themselves to the parent or guardian. If a parent or guardian is accompanying the client, their personal belongings will be stored in another area as well.
Next, they’ll escort the client to the vehicles, help them into the secure back seat, and proceed to the destination facility. Upon arrival at the destination facility, drivers will enter the facility, show their employee ID, and present the client’s name. Once confirmed, the driver will inform the facility of any noteworthy behaviors observed during the trip. After that, the driver will escort in the client and deliver the personal belongings to the staff.
PLEASE NOTE: Our drivers are only authorized to transport the client from one facility to another. We do not provide medical services or perform the duties of security guards or law enforcement officers. Drivers must stay on the predetermined route and are not permitted to make any stops to pick up other individuals or personal belongings.
Facility Instructions
Our transportation system requires massive coordination and flexibility.
Ready to Go!
Please make every effort to make sure the client is ready to go when the driver arrives. While we know situations might arise that might slow the preparation, our drivers cannot. While we know that situations arise that might slow the client’s preparation, our drivers cannot wait at the facility more than 20 minutes. Additionally, our drivers cannot assist in getting the client dressed, moving, or forcibly loaded into the car. This is the facility’s responsibility.
Personal Belongings
We cannot transport excessive personal belongings for the client and will store them away from the client. Our drivers do not search the client’s possessions; however, if they see a weapon, open medication, or illegal substances, they will notify the facility and/or the local police. They may also do a quick check of the client’s pockets, arms, and legs if they suspect contraband.
Medical Equipment
AZ Ride Care does not provide any medical equipment, and all clients must be medically cleared prior to pick-up. If the client has medical equipment or ADA requirements, please add that to the submission form and mention it in the call with our dispatchers. We cannot move stretchers or recumbent wheelchairs.
Infectious Illness
If the client has an infectious illness, please notify the dispatcher, the driver, and the receiving facility. Driver and client will be required to wear KN95 masks during the entire trip (the facility must provide this for the client).
By working together, we can ensure that our clients have a respectful, efficient, and secure mental health transport.