Fleet Policies

Accidents

Purpose

To outline the steps that must be taken following a critical incident/accident.

Scope

All Ride YourWay Transportation Specialist

Policy Elements

In the event that you have been involved in a serious accident during your shift that resulted in a serious injury or death, the following steps should be taken:

Serious Accident

- Remain calm and don’t panic. Keep your head clear and focus on following procedure.

- Contact emergency services (911) for assistance.

- Administer first aid if necessary and if your physical condition allows you to do so.

- Stay in the vehicle and do not leave unless requested to do so by police or paramedics.

- If possible, use hazard lights to warn other road users.

- If possible, in poor light, activate the parking lights.

- Contact Ride YourWay dispatch at (616)855-6800.

- Await instructions/updates from manager or first responders.

In the event that you have been involved in a minor accident during your shift that resulted in a Ride YourWay vehicle colliding with another vehicle but no injuries occurred, the following steps should be taken:

Minor Accident

- Remain calm and don’t panic. Keep your head clear and focus on following procedure.

- Stop and park the vehicle in a safe place as far off the road as practical.

- Avoid stopping around blind corners, just over crests, on bridges or where roads are very narrow.

- Use hazard lights to warn other road users.

- In poor light, activate the parking lights.

- Call 911 and wait for the police to show up.

- Contact Ride YourWay dispatch at (616)855-6800

- Once the police have shown up, follow their instructions and answer all questions necessary to file a police report.

- Do not attempt to repair the vehicle.

- If the vehicle is no longer operable:

o If it is safe to do so and the weather allows everyone in the vehicle to do so safely, leave the vehicle on the passenger side and move behind a safety barrier if available. It is safer for the driver and passengers to keep away from the road and well clear of the vehicle while waiting for help to arrive. If it is not safe to do so or the weather does not allow, stay in the vehicle and remain buckled.

- If the vehicle can be operated safely after the accident and a police report has already been filed, you may continue driving the client to their destination.

- Await instructions/updates from manager.

At your safest and earliest convenience, please complete the Complaint Intake Form attached to this playbook and submit to your supervisor.

Remediation

Upon your return to Ride YourWay HQ, you will be required to complete a post-accident drug test by Med1.
Any employee involved in an "at fault" vehicle accident shall be required to complete a company sponsored training program. Training shall be documented and filed in the driver's personal file. Drivers will not be allowed to resume driving duties until the post-accident training has been completed.

Policy History

Origination date: 04/18/2023

Inclement Weather

Purpose

To identify our safety procedures during inclement weather.

Scope

All Ride YourWay employees.

Policy Elements

Being a Michigan transportation company, we face many different types of inclement weather - winter weather and severe weather. It is imperative to know what to do if you find yourself driving through inclement weather and outlining how our organization deals with these situation if it's in our forecast.

Winter Weather

In the event of forecasted snowfall >6 inches along with blowing snow and falling temperatures, the Ride YourWay leadership team will continue to monitor at what time the storm is expected to affect our service area to determine a course of action.
If the concern for adverse road conditions is evident, the leadership team will make the decision to cancel ALL non-life sustaining treatments (all trips besides those to dialysis, cancer, and substance abuse treatments) within 12 hours of the scheduled pickup.
It is imperative to check for a properly operating climate control system, road hazard equipment and snow removal devices prior to starting your shift in the event they're needed.
To mitigate the risk of slide offs and reduced visibility, all Ride YourWay vehicles are outfitted with adequate snow tires and windshield wipers. Please also ensure that your fuel levels never fall below 25% in case you find yourself needed to park the vehicle for an extended amount of time.

Severe Weather

In the event of forecasted severe thunderstorms with the possibility of tornadoes, the Ride YourWay leadership team will continue to monitor at what time the storm is expected to affect our service area to determine a course of action.
If the concern for adverse road conditions is evident, the leadership team will make the decision to cancel ALL non-life sustaining treatments (all trips besides those to dialysis, cancer, and substance abuse treatments) within 12 hours of the scheduled pickup.

Policy History

Origination date: 04/18/2023

Mechanical Breakdown Procedure – For Drivers

Purpose

To define the safe procedure of navigating mechanical breakdowns.

Scope

All Ride YourWay employees.

Policy Elements

In the event that a mechanical breakdown occurs with a Ride YourWay tractor or trailer, drivers/operators should follow the following procedure:

The driver/operator should move the vehicle out of the roadway (if possible) to prevent the possibility of property damage and/or personal injury. THE DRIVER/OPERATOR SHOULD STAY IN THE VEHICLE UNTIL COMPLETELY OFF THE ROADWAY (if the driver must exit the vehicle while it is within the roadway, use extreme caution around moving vehicles, etc.)
Place warning cones, triangle reflectors and/or flares to the rear of the vehicle, as necessary to warn oncoming traffic. Drivers/operators should not put themselves at risk of injury when placing warning devices on or near the roadway. Drivers/operators should never attempt to repair the vehicle, ramp, or lift at any point in time. Instead, please refer to the next bullet point:
Notify the Lead Dispatch Coordinator to arrange for any mechanical services or transportation required. If a tow is required, the Dispatch Coordinator will call Grand Valley Towing at 616-644-7601 and have the vehicle towed to one of our vehicle maintenance partners
Mike Wright: 2656 Edward Street, Jenison, MI 49428 - (616) 723-3146
Hilltop Auto Service - 8610 Byron Commerce Dr SW, Byron Center, MI 49315 *FOR GENERAL MAINTENANCE*
Creative Mobility Group - 7740 Clyde Park Ave SW, Byron Center, MI 49315 *FOR ALL RAMP/LIFT-RELATED ISSUES*
Notify the supervisor/dispatcher immediately of the situation and exact location, and load status. Note: dispatchers must notify customers of delays and make other load arrangements if necessary.
Do not leave the vehicle or any passengers unattended unless instructed by the supervisor/dispatcher. Make sure keys are removed and all doors are locked when left unattended.

Policy History

Origination date: 08/01/2020

Updated Maintenance provider list: 03/3/2025

Mechanical Breakdown Procedure – For Dispatch Coordinators

Purpose

The purpose of this policy is to establish a clear and efficient procedure for dispatch and office staff to follow in the event of a vehicle breakdown. Ensuring the safety of drivers and passengers, minimizing service disruptions, and maintaining vehicle availability are the primary objectives.

Scope

This policy applies to all Ride YourWay dispatchers and office staff. It outlines the necessary steps to respond effectively, coordinate alternative transportation, and communicate with relevant parties.

Policy Elements

In the event of a vehicle breakdown, dispatch and office staff should follow these steps:

Ensure Driver and Passenger Safety
Confirm that the driver and any passengers are safe.
If necessary, instruct the driver to move to a safe location and activate hazard lights.
If passengers require immediate assistance, arrange for an alternative ride as quickly as possible.
Identify the Vehicle Involved
Obtain the vehicle number, license plate, and current location from the driver.
Note the nature of the breakdown and any issues reported by the driver.
Notify the Lead Dispatch Coordinator
Initiate an "Incident Report" workflow in Slack and submit the information listed in STEP 2 (above).
Inform the Lead Dispatch Coordinator of the breakdown and whether the vehicle currently has a client onboard.
Allow the Lead Dispatch Coordinator to assess schedule adjustments and reassign trips as needed.
Contact the Nearest Maintenance Provider
Locate and contact the nearest approved repair facility to check availability for service.
Provide the mechanic with the vehicle details and issue reported.
Arrange for a Tow if Necessary
If the vehicle cannot be driven, search for towing companies in the breakdown area.
Request a tow as soon as possible after confirming the safety of the driver and passengers.
Monitor Repair Status and Plan for Vehicle Replacement
Update any information required in Fleetio.
Remain in contact with the maintenance provider for status updates.
If the vehicle is unlikely to be back in service the same day, begin planning for rental vehicle arrangements.
Keep the pre-assign staff updated on the vehicle’s status to ensure proper scheduling for the following days.
Communicate with Key Stakeholders
Maintain ongoing communication with the Lead Dispatch Coordinator, office staff, and pre-assign team.
Inform drivers, passengers, and any affected clients of alternative transportation plans as needed.
Document the breakdown, response actions, and resolutions for future reference and process improvements.

Policy History

Policy Created: 03/03/2025

Safe Vehicle Operation

Purpose

To outline the steps that must be taken following a critical incident.

Scope

All Ride YourWay Transportation Specialist.

Policy Elements

We always want to ensure the health, safety, and satisfaction of our Certified Transportation Specialist. Drivers are provided with 30-minutes of rest times for bathroom breaks, meals, etc. If there is a time of day that you would like to take your breaks, you may request formal breaks to be added into your daily schedule - just ask your dispatcher!

Policy History

Origination date: 04/18/2023

Traffic Laws

Purpose

To comply with all traffic laws and speed limitations as defined by the Michigan Department of Transportation.

Scope

All Ride YourWay employees utilizing a company vehicle.

Policy Elements

Ride YourWay employees are required to follow all normal traffic laws and posted speed limitations.

In no instance is the speed limit that may be posted within a GPS system the source of truth for traffic laws.

Ride YourWay does not utilize any vehicles that are considered CDL-required. Therefore, regular vehicle procedures and speed limits pertain to our fleet vehicles.

Policy History

Origination date: 04/18/2023

Phone Use

Purpose

To outline the no-tolerance phone policy and promote a safe workplace.

Scope

All Ride YourWay employees operating a company vehicle.

Policy Elements

Telephone Use

The use of telephones is a necessary part of the day-to-day job for many Ride YourWay employees. Unfortunately, inappropriate telephone use may also be a source of distraction that cause lower productivity and, in some instances, may present a safety hazard. Violation of Ride YourWay policies regarding the personal use of business telephones or communication devices may result in disciplinary action up to and including termination. Employees also may be responsible for charges Ride YourWay incurs as a result of violations of this policy.

Ride YourWay provides telephones to employees who are expected to communicate with our customers and suppliers by telephone. Other employees who do not regularly use their phone as part of their job may also have access to a telephone. The telephones provided by Ride YourWay are exclusively for business use. Employees are expected to limit the making or receiving calls, sending or receiving text messages or sending and receiving emails of a personal nature with Ride YourWay communication devices. Ride YourWay may review call logs, voice mail recordings and text messages, emails or any software applications on a Ride YourWay device to ensure compliance with this and other Ride YourWay policies. Furthermore, if the communication device issued to you contains a GPS or similar feature, Ride YourWay reserves the right to monitor your location when performing your job duties.

Personal Mobile Phones

The personal use of personal mobile phones and other communication devices may be a source of distraction that causes lower productivity and, in some instances, may present a safety hazard. Accordingly, depending on job classification, Ride YourWay may prohibit the use of personal mobile phones and other communication devices during working hours. Contact your supervisor to learn if your job classification permits the use of personal mobile phones and other communication devices. You may use your mobile phone or other communication device during your designated break periods.

Under no circumstances are employees to use a mobile phone or other communication device while operating any company vehicle, while on company business in your personal vehicle, or while refueling. Texting is strictly prohibited while the vehicle is in motion.

This policy applies regardless of the ownership of the communication device, applying equally to devices owned by Ride YourWay and devices which are the personal property of the employee.

If someone may need to reach you while you are working, you may provide them with our main telephone number. Ride YourWay expects that any calls to employees during working hours that are not business related will occur in exceptional circumstances only and will be kept to a minimum.

Hand-Held Mobile Telephone Policy

Ride YourWay has established the following policy to comply with the Department of Transportation and the FMCSA restrictions on cell phone use for drivers of commercial motor vehicles.

This policy applies to all employees who are involved in the operation of CMVs for Ride YourWay.

Definitions

Hand-held telephone (also known as cell phone, mobile phone, smart phone, handheld cell, handset) – Any mobile communication device that falls under or uses any commercial mobile radio service, as defined in the Federal Communications Commission (FCC) 47 CFR 20.3. Wireless communication devices such as satellite telephones and broadband radio service are also included in this definition. Two-way radios, walkie-talkies, Citizens Band radios and compliant mobile phones (i.e., hands-free headsets) are not considered hand-held mobile telephones.
Driving – Driving refers to operating a motor vehicle on the highway, including temporarily stationary because of traffic, a traffic control device or other momentary delay. Driving does not include operation a commercial motor vehicle when the driver has moved the vehicle to the side of, or off a highway and has halted in a location where the vehicle can safely remain stationary.

General Procedures

Use of hand-held mobile phones while driving, WITHOUT a hands-free device, is STRICTLY prohibited. This includes all functions of the device including, but not limited to, phone calls, text messaging/SMS, e-mail, MMS, internet use, camera use, etc.
Drivers who are logged as “driving” are prohibited from sending or receiving text messages or emails.
Passengers making or taking calls for the driver is permissible provided the interaction does not affect the driver’s
performance.
Regular callers must be informed that the driver will not be available while driving and should be notified
beforehand of the best times to call based on driving schedule.
Employees who receive calls from co-workers who are driving are obligated to ask that the co-worker call back at
a more appropriate time.
Drivers who violate the restrictions will face federal civil penalties of up to $2,750 for each offense and
disqualification from operating a commercial motor vehicle for multiple offenses. Additionally, states will suspend
a driver’s CDL after two or more serious traffic violations.
Failure to follow these guidelines will also result in disciplinary action up to and including termination.

Policy History

Origination: 08/01/2020

Motor Vehicle Record Screenings

Purpose

To outline current procedure for conducting motor vehicle record checks.

Scope

To all Ride YourWay employees that will utilize a company vehicle.

Policy Elements

A motor vehicle record check will be performed through Checkr at the following intervals:

Pre-Employment
Bi-Annual - In January & June

If a candidate fails to pass any portion of the motor vehicle record check, employment will be terminated.

Policy History

Origination date: 08/01/2020

During your pre-employment screening, a motor vehicle record check will be performed through Checkr. If a candidate fails to pass any portion of the motor vehicle record check, employment will be terminated. Bi-annual checks will be performed following (January & June).

Licensing

Purpose

To identify the authorities that Ride YourWay is required to comply with for licensing.

Scope

All Ride YourWay employees.

Policy Elements

Ride YourWay collaborates with two different authorities to ensure our vehicles and operation meet all state guidelines.

LARA

The Michigan Department of Licensing and Regulatory Affairs oversees Ride YourWay's Taxi/Limousine Carrier Licensure. Random audits are performed by LARA - Ride YourWay must maintain an up to date vehicle & employee roster as well as applicable policies, procedures and trip records for use during random audits.

Secretary of State

All vehicle registration is completed through the Secretary of State. It is imperative to keep all vehicle commercial vehicle tabs/registration up to date. Our vehicles renew in two different months - February and November. Ride YourWay's Director of Operations is responsible for renewing tabs.

Policy History

Origination date: 04/18/2023

Vehicle Mounting and Dismounting

Purpose

To keep Ride YourWay employees safe when entering and exiting company vehicles.

Scope

All Ride YourWay employees.

Policy Elements

Most driver injuries occur while entering or exiting the vehicle. It is important to remember that slips and falls can be avoided with proper planning and caution. Please abide with the following policies:

When any person is mounting or dismounting Ride YourWay’s vehicles, trailers or other equipment it is required to follow the Three-Point of Contact Rule:

Always make three points of contact when the vehicle or equipment that is being mounted or dismounted (i.e.: two hands and one foot, or one hand and two feet).
Always face the vehicle or equipment while mounting or dismounting.
Only use handles, footholds, etc. intended for mounting and dismounting when getting on or off vehicles, trailers or other equipment.
Never carry anything while mounting or dismounting.
When mounting·: Hold onto the hand rails and/or other stationary objects on the vehicle with both hands, while stepping up onto the truck. With both feet firmly planted, grab the steering wheel or other stationary object to pull the body into the cab of the truck.
When dismounting: Observe the landing area (outside of truck) for a firm, level location. Hold onto the hand rails and/ or other stationary objects on the vehicle with both hands, while stepping down out of the truck. Do not let go with either hand until feet are firmly planted on the ground.
Do not jump out of the truck, off the catwalk, out or off of the trailer.
Use ladders mounted on trailers to inspect and gain access to inside of dump boxes.
Proper footwear. Leather or synthetic material work boots with slip resistant soles should be worn at all times.

Company Vehicle Access & Return Policy

Purpose

This policy establishes a standardized and safe process for employees retrieving and returning company vehicles from the 6th-floor parking garage to ensure efficiency, security, and smooth operations.

Scope

This policy applies to all RideYourWay employees who utilize company vehicles for work-related transportation.

Policy Elements

Part 1: Retrieving a Company Vehicle

1. Parking Your Personal Vehicle

Use your personal fob to enter the 7th-floor parking garage and park in a designated spot.

2. Entering the Office

Take the nearest elevator to the ground floor of the garage.
Exit the elevator and walk to the office building entrance.
Take the elevator to the 4th floor to access the Ride YourWay office.

3. Retrieving Company Vehicle Keys

Proceed to the designated key storage area in the office.
Sign out the keys for your assigned vehicle for the day.

4. Accessing the Company Vehicle

Take the elevator back to the 7th-floor parking garage.
Locate your assigned company vehicle in its designated parking spot.

5. Conducting Pre-Shift Procedures

Complete the pre-shift inspection checklist to ensure the vehicle is in safe operating condition.
Fasten your seatbelt and follow all garage exit procedures.
Drive safely and follow company policies for vehicle usage.

6. If You Encounter Issues

Contact dispatch immediately for any questions, concerns, or vehicle issues.

Part 2: Returning a Company Vehicle

1. Returning to the Parking Garage

Drive the company vehicle back to its designated parking spot on the 7th floor.

2. Conducting a Post-Shift Inspection

Perform the post-shift inspection checklist to document any necessary maintenance or cleaning needs.
Ensure the vehicle is clean and ready for the next driver.

3. Returning the Keys

Exit the vehicle, lock it, and return the keys to the designated storage area in the office.

4. Leaving for the Day

If you are finished with your shift:
- Take the elevator down to the ground floor.
- Ensure you have your employee ID and personal belongings.
- Walk back to your personal vehicle on the 7th floor.

5. Departing Safely

Follow all safety guidelines when walking to your car.
Enter your personal vehicle, fasten your seatbelt, and drive home safely.

Policy History

Origination Date: 01/29/2025

By following this policy, RideYourWay ensures vehicle security, operational efficiency, and employee safety when using company vehicles. For any questions or concerns, please contact management or dispatch.

Safe Transportation for Children - Car Seat Policy

Purpose

At Ride YourWay, passenger safety is our top priority. This policy establishes clear guidelines for the transportation of children, ensuring compliance with safety regulations and best practices for child passenger safety.

Scope

This policy applies to all Ride YourWay employees and governs the transportation of children in Ride YourWay vehicles.

Policy Elements

Age and Height Requirements

Children under 8 years old AND under 4 feet 9 inches (4'9")
- RideYourWay does not transport children who are both under 8 years old and under 4'9" in height.
- Children under 4’9” must use a booster seat for their safety.
- If a child does not have an appropriate booster seat, RideYourWay will not provide transportation.
Children under 8 years old BUT 4'9" or taller
- RideYourWay will accommodate the trip.
Children over 8 years old (regardless of height)
- RideYourWay will accommodate the trip.

Booster Seat Requirement

For Children Under 4'9"
- A booster seat must be provided by the parent or guardian.
- The booster seat must be appropriate for the child’s age, weight, and height and must be installed correctly according to the manufacturer’s instructions.
Booster Seat Provision
- If a parent or guardian cannot provide a suitable booster seat, RideYourWay reserves the right to deny service for transporting the child.

Responsibilities

Parent/Guardian Responsibilities
- Ensure the child meets the age and height requirements.
- Provide a proper booster seat if required.
Company Responsibilities
- RideYourWay enforces this policy to ensure compliance with safety regulations.
- RideYourWay reserves the right to refuse service if safety requirements are not met.

Policy Review

This policy will be reviewed annually to ensure it aligns with current safety regulations and best practices.
Any updates or changes will be communicated to employees and customers in a timely manner.

For questions regarding this policy, please contact Ride YourWay management.

Policy History

Origination Date: 01/29/2025