How To Log In (Account)
LOGGING IN
Step 1. Log on to www.Gothamshuttle.com
Step 2. Click the link on the top of the screen that says **Corporate Accounts**.
​
Step 3. Under the "Corporate Accounts" tab, click on your office or company's name.
Step 4. On the left hand side of the screen under “Schedule Current Week Pick-ups” click on your office or company's name again.
NOTE: If you are scheduling transportation for the following week, click on on your company's name under "Schedule Next week Pickups" on the right hand side of the screen.
​
Step 5. That link will open up in Google drive. Please sign into your account with the provided email/username and password.
-
Ex. Email – Example.Gothamservice@Gmail.com
-
Password – example8885
Step 6. Click the link for your Google drive spreadsheet.
Step 7. Once your spreadsheet is open you will be able to view/schedule rides. Please be sure your spreadsheet is open to the appropriate day before making any changes.
*All cancellations will be have to be made by contacting the dispatcher. Cancellation types are:
X/O – The driver was on his way to the pickup and the patient canceled transportation. Partial charge made.
O – The patient was canceled at least an hour before their scheduled pick up. No charge will be made.
​
Insert the UID associated with your account and click "Next". On the following page you will be prompted to input your password. This step is only necessary when logging in for the first time or if you have been signed out.
Make sure the day you want to schedule transportation falls within the week you see on the screen.
​
GOOGLE CREDENTIALS FOR THE PLAYGROUND
UID: gothamshuttle.training@gmail.com PASSWORD: Gotham@1234 **VIEW ONLY**
Zello
UID: Training Dispatcher
PASSWORD: gotham@1234
How To Schedule Transportation
SCHEDULING OR MAKING CHANGES TO PICK-UP
​
Step 1. Log into your account.
Step 2. Open your Google drive spreadsheet.
​
​
​
​
​
​
​
​
​
​
​
​
Step 3. Click on the day tab on the bottom of the screen for the day you want to schedule transportation.
​
​
​
​
​
​
​
​
​
​
​
Step 4. Find the time you want to schedule a pick-up and under the "Patient Name" column input the patient's first and last name. Fill in each cell associated with the pickup. If there is anything you want the driver or dispatch to know about the pickup, put it into the cell under "Notes".
​
​
​
​
​
​
​
​
Step 5. Estimate when the patient will be finished and schedule the return ride.
​
​
​
​
​
​
Step 6. If you have more than one pick-up for a given time. Scroll to the bottom of the screen and put it into the conflicting schedule. If you need more lines, contact dispatch.
​
​
​
​
​
Step 7. When the dispatcher assigns the ride to a driver, the driver's initials will be put in the cell next to the patient's name under the "D" column and the automated spreadsheet will turn the cell green.
NOTE: assigning a driver to a ride is an automated process and only the dispatcher can unassign or cancel a ride once the driver's initials have been put in and the cell has turned green.
​
​
​
​
​
​
​
​
​
​
​
​
​
​
​
Step 1. Check cell next to the patient's name under the "X/O" column. The dispatcher will either put an "X", "X/O", or an "O" and the driver's initials will turn blue.
"X" = Patient has been picked up and is in transit or has been dropped off. A complete fare has been charged.
"X/O" = Ride has been cancelled and there was a partial charge.
"O" = Ride has been cancelled and there was no charge.
​
​
​
​
​
​
​
​
​
​
​
​
You can make changes to the spreadsheet without contacting the dispatch as long as the ride has not been assigned to a driver. If a driver's initials have been placed in the cell under the "D" column, next to the patient's name and is either green or blue, the dispatcher must be contacted to make any changes to to that pickup.
​
​
​
​
​
​
​
​
​
​
​
​
​
​
​
​
Make sure the day you want to schedule transportation falls within the dates you see on the screen.
Make sure to click on the appropriate day in which you want to schedule the ride. Each day locks at the end of the night.
NOTE: When scheduling the pick-up, please account for traffic during rush hour and distance.
How To Cancel Transportation
How To Tell The Status of a Pick-up
How To Access Dispatch Page
LOGGING IN
Step 1. Log on to www.Gothamshuttle.com
Step 2. Open the dispatch page by clicking the link on the bottom of the screen that says "Dispatch".
h. Click here to add your own text and edit me. It's easy.
CLOCKING IN AND OUT
Step 1. Click on "Time Clock"
How To Clock In
Step 2. Click log in with Google
Step 2.
Step 3. Put in your Gotham email and password.
Step 3.
REMEMBER: If you click log in with Google and you see another employees account. Go to google and sign out of their google account first.
Rule of Thumb: If the pickup is within the same borough, schedule the pickup time 30-40 mins before the patient's appointment. If the pickup is in a different borough or the patient is getting picked up during rush hour schedule the pickup 60-70 min before the patients appointment.
Step 4. Click "Clock In".
Step 4.
REMEMBER: You must clock in and out at the beginning and end of each shift. This MUST be done when you are actually in the office and only by the person working! Also, Remember to sign out of the Sinc Console after you have clocked out and finished your shift.
Step 5. At the end of your shift Click "Clock out".
Step 5.
Step 5.
SIGNING OUT OF THE SINC CONSOLE
Step 1. Click on the Setting Icon on left side of the screen
​
Step 1.
Step 2. Click on "sign Out" on the bottom right corner of the screen.
​
Step 2.
How To View your Schedule
Step 1. Click on the "my Schedule" calendar icon.
Step 2. Chose the week from the drop down arrow.
Step 1.
Step 2.
Preparing Your Dispatch Station
ACCESSING THE CORPORATE ACCOUNT'S SCHEDULED TRANSPORTATION
Step 1. Under "Corporate Accounts" Click on each of the Corporate Links to open their folders.
Step 1.
Step 2. Open the current week file in each folder.
Step 2.
REMEMBER: The Bronx account has 3 spreadsheets. One for each of their machines.
Step 3. Organize the files (spreadsheets) on your computer monitors.
Step 4. On the bottom of the page, Click on the coresponding day.
Step 4.
REMEMBER: When opening for the first time, the system defaults to Monday. The tabs also lock at the end of each day. Only admin can make changes to the spreadsheets at that point.
ACCESSING THE DRIVER'S SPREADSHEETS
Step 1. Click on "Staff Weekly Schedule"
Step 1.
Step 2. Note who is working during your shift
Step 3. Click on "Gotham Drivers"
Step 3. Click on "Gotham Drivers"
Step 3.
Step 3. Click on the driver's folder you want to open
Step 4. Open the specific folder
Step 5. Open the driver's file for that current week
Step 6. Move the file to the allocated computer monitor
REMEMBER: Repeat steps 3, 4, 5 & 6 for each driver that is working
ACCESSING THE GOTHAM FLEET TRACKER
Step 1. Click on "Zello Fleet Supervisor"
Step 2. Input your email and password
Step 2.
Step 3. Move the fleet Supervisor to the allocated monitor
ACCESSING AND COMMUNICATING THROUGH THE ZELLO APP
Step 1. Click on the Zello Icon on the computer or from the cell phone and type in the Gotham UID and Password
Step 2. Find and click on the driver you want to communicate with under "Recent" or "Contacts"
Step 3. Hold down the Microphone while talking into the phone or the Mic stand.
Step 1.
Step 2.
Step 3.
NOTE: If a driver sends you a text message or radios you, it will be under the "Recent" tab and there will be a msg dialogue box next to their name.
NOTE: You can listen to missed messages by clicking on the drivers name and playing the message you missed.
How To Assign A Ride To A Driver & Unassign A Ride
HOW TO ASSIGN A RIDE
Step 1. From the Corporate Account Spreadsheet Click on the cell in the B Column next to the Patient's Name.
Step 2. Put the initials of the driver you want to assign the ride to.
Step 3. Click the "Gotham Menu Button" in the header on the Top of the Page
Step 4. Click "Assign/Update Driver"
Step 3.
Step 1 & 2.
Step 4.
HOW TO UNASSIGN A RIDE
Step 1. From the Corporate Account's Spreadsheet Click on the driver's initials.
Step 2. Click the "Gotham Menu Button" in the header on the Top of the Page
Step 3. Click "UNassign Driver"
Step 2.
NOTE: You know the ride was assigned successfully if the the driver's initials turn green. The ride will also appear on the driver's spreadsheet.
Step 1.
Step 3.
NOTE: If there is an (X, X/O, or an O) next to the patient's name in the "C" column, you will not be able to unassign the ride. First delete the (X, X/O, or O) and then unassign the ride.
COLOR CODES TO LOOK OUT FOR WHEN ASSIGNING RIDES
COLOR CODE 1. If the driver's initials are Green, the ride was assigned to the driver's spreadsheet
COLOR CODE 2. If the driver's initials are Dark Blue, the ride was completed. The driver picked up the passenger or the ride was cancelled
COLOR CODE 3. If the driver's initials are RED, the initials are incorrect or the driver does not exist.
COLOR CODE 4. If the driver's initials are Light Blue, the details of that specific ride has been updated.
COLOR CODE 5. If the driver's initials are Yellow, then that ride conflicts with another ride on the driver's spreadsheet.
COLOR CODE 6. If all the letters in the line are red, that ride is a return from the site.
COLOR CODE 7. If all the letters in the line are black, that ride is a pickup from the patient's home.
COLOR CODE 8. If there is a red box that says "Zip Code not found" under the "Error Check column, then the zip code for the pickup or drop off is incorrect or it is a new zip code not yet in our system.
COLOR CODE 9. If there is a Yellow box that says "X/O missing", the time has passed for that patient to be picked up.
COLOR CODE 10. If the time is shaded yellow, the patient's pickup is outside of our window of operation.
COLOR CODE 11. If the corner of any cell is shaded orange, there is a comment for that patient. (ex. 8:00am Patient SHELEST, ANNA)
COLOR CODE 12. If the drivers initials are orange, the ride has been manually pasted in the spreadsheet (Do not use the "Gotham Menu" to Assign/update. Manually put the "x" or "x/o" in both the driver and sites spreadsheet.
COLOR CODE 13. If the corner of any cell is shaded black, there is a note for that ride.
How To Repair The Format Of A Spreadsheet
Step 1. Click the "Gotham Menu Button" in the header on the Top of the Page
Step 2. Click "Repair Body Format"
Step 1.
Step 2.
NOTE: If this is your first time working on the spreadsheet, you will be required to go through a google authorization before you can use the functions under the "Gotham Menu" Button.
How To Authorize A Spreadsheet
Step 1. Click on the Continue button on the "Authorization Required" Window.
Step 2. Click Choose your email
Step 3. Click click advanced
Step 4. Click "Go to AccountSchedScripts (unsafe)
Step 5. Click Allow
Step 1.
Step 3.
Step 5.
Step 2.
Step 4.
How to Assign A Ride To Uber or Lyft
Step 1. From the Corporate Account Spreadsheet insert the initials "UTLC" next to the patient's name.
Step 2. Click the "Gotham Menu" Button
Step 3. Click "Assign/Update Driver"
Step 4. Open the "Uber Health Dashboard" and input the patient's contact and pickup information.
Step 5. From the Sites Spreadsheet, Open the hidden "Q" column and input the fare for the patient. After inputing the alternate fare, hide the column again.
Step 6. When the driver picks up the patient, From the Site Spreadsheet put an "X" in the cell on the left side of the patient's name.
Step 7. From the Sites Spreadsheet, Click on "UTLC" next to the date.
Step 8. From the Sites Spreadsheet, Click the "Gotham Menu" Button
Step 9. From the Sites Spreadsheet, Click "Assign/Update Driver".
NOTE: In the training environment, use the initials "UT" instead of "UTLC". ONLY use "UTLC" when you are working.
Step 2.
Step 1.
Step 3.
Step 4.
Step 4. cont.
Step 5.
Step 6.
Step 7.
Step 9.
Step 8.
New York 5 boroughs
NYC ZIP CODE PREFIXES WESTCHESTER ZIP CODE PREFIXES
BRONX BROOKLYN MANHATTAN QUEENS STATEN ISLAND WHITE PLAINS YONKERS
104** 112** 100** 113** 103** 106** 107**
101** 114**
102** 111**
110**
116**
New York Toll bridges & Fares
- We pay the drivers a toll each time they have to cross a Tunnel or a Bridge to pickup or drop-off a patient.
- The toll is attached to the patient the driver paid toll to pickup.
​
New Hire Dispatcher Instructions
Dispatching:
-Please make sure to arrive 10 mins prior to shift, so setup is completed and drivers are aware of shift change (if applicable)
-When you start your shift, you must radio the site and each driver that is working during your shift to let them know that you have started. “Good Morning/evening (Driver’s Name), this is (Your Name), I am dispatching.
-Open all of the following spreadsheets: (Staff weekly schedule, Zello, Active Corporate Accounts, Drivers accounts and the Uber spreadsheet)
-Make sure you are on the current day when you open the spreadsheet.
-Make sure all of the drivers that are working during your shift have their Zello locations turned on.
-We use two terms, Heavy & Light when dispatching.
-Heavy: Passenger is inside of the car.
-Light: Driver has dropped off the passenger.
-When a driver or site contacts you, ALWAYS look at their respective spreadsheet.
-Always answer the phone by saying "Good morning/afternoon/evening. Gotham Shuttle, how may I assist/help you?” or "Good morning/afternoon/evening. Gotham Shuttle (Your Name) speaking.
-When assigning rides, always do it from Site to the Driver Spreadsheet.
-Update spreadsheets with the “X’ or “X/O” from the Driver to the Site’s Spreadsheet.
-Update all "o" rides from the site’s spreadsheet to the driver’s spreadsheet. This way the ride is taken off completely from the driver’s spreadsheet.
-If a ride is added manually, then you must manually input "x, o, x/o" on both the sites spreadsheet and the driver’s spreadsheet. Do not update with the Gotham menu. Also, Any rides in conflicting past line 78 must be manually edited.
-On your downtime, call to confirm the Pickup addresses of the patients that are being picked up during your shift. Type confirmed in the notes. This would greatly reduce the “X/O”s and increase the efficiency of the drivers.
-If you confirm a patient that’s scheduled to be picked up by an Uber/Lyft, let the patient know that someone will be contacting them closer to their pickup time to inform them of their driver’s information.
-ALWAYS insert a comment on the patient’s name in the site’s spreadsheet for the “X/O”. Not on the drivers spreadsheet.
-Examples.
Pt. rescheduled appt.
Pt. cxld appt
Pt. is at a different address.
Pt. has transportation to the site.
Pt. needed a WAV
-Check the driver’s spreadsheet to confirm he/she is capable of doing the ride before assigning a ride to that driver.
-When there is a cancellation, or if a pickup time has been pushed up or down, check the Uber spreadsheet to see if an uber ride can be reassigned to that driver.
-If a patient’s pickup time is changed, Write any time change in the “Rescheduled column” and move it to the appropriate time on the site and driver’s spreadsheet. Please notify the driver of the changes.
-Browse through the Sites spreadsheets every 15 min to see if there are any changes or add-ons.
-When there is a ride that has been added on during your shift, please assign it to an available driver even if the pickup time is not during your shift.
-Immediately contact management with any issues, pertaining to the sites, drivers or spreadsheets.
Drivers:
-Drivers should be at the pickup at least 10-15 mins prior to the pickup time. If you see a driver is not moving on the Zello app, radio/text/call the driver to confirm he is in route.
-Drivers should not pickup patients too early or too late. Pickups should be within a 10-15 min window of the patient’s pickup time.
-DO NOT put an “X” in the “X/O” column unless the driver states that he/she is “Heavy”
-Notify the drivers of any changes to the spreadsheet. If the changes are done before their shift and it affects their first pickup.
-DO NOT allow drivers to leave early without informing management and getting the “ok” first.
-If the address is incorrect, we only give the driver an “X/O” if the address exists and the driver drove there. If the new address is more than 1 mile away, give the driver an "X/O" and add the new ride to the driver's schedule. If it’s less than 1 mile, just change the pickup address and update the spreadsheet. In the comment put the distance from the incorrect address to the new address.
-Add tolls for drivers going from Bronx to Queens, Queens to Bronx, Bronx to Brooklyn, Brooklyn to Bronx and sometimes from Manhattan to Queens depending on traffic and if taking toll cuts time
Patients:
-When making changes to a patient’s pickup, ALWAYS make the necessary changes to the return. PLEASE CONFIRM ANY CHANGES WITH THE SITE.
Examples:
-
a. If the patient is getting picked up 1 hr earlier, the return should be 1 hr earlier.
-
b. If the site cancels the patient’s pickup, confirm whether we need to cancel the return ride.
Sites:
-The sites should be contacted about any changes that could affect the patients scan time. Ex. (contact the site when there is a situation that is going to cause the patient’s pickup to surpass our 10-15 min window).
-Every site (EXCEPT FOR BX, WP, YN) reimburse for wait time.
-Maximum wait time is 60 mins. Make the necessary changes to the wait times and update the driver’s spreadsheets.
-Confirm Return rides with the sites. This way you can have enough time to move rides around if needed, to have coverage
-If you accidentally assign a ride to a driver that already has a ride for that time, it will turn the driver’s initials yellow. DO NOT un-assign the ride, just change the driver’s initials to the appropriate driver and assign it again.
​
Uber/lyft:
Only use Uber when none of our drivers are available to pick up the patient within a 10-15 min window of their pickup time. This only applies to the pickup from the patient’s home. If it is from the site we have a 20 min window.
-Before requesting the Uber, call the patient 10 mins before the scheduled pickup time to confirm the address. (Only for pickups from the Patients home)
Script: “Good morning/afternoon/evening Mr./Mrs. (Patient’s Name). This is the car service providing you transportation to your appointment. I’m calling to confirm you are getting picked up at (The address on the spreadsheet). Are you ready to get picked up now?
If the patient says, “Yes”, respond by saying “We are sending you a car, it’s going to be an (Uber or Lyft). Is it ok if I text this number with the driver’s information. The driver should be there in just a few minutes. Please be ready because the drivers won’t wait more than 5 mins after arrival. When you get in the car, please say Gotham”
If the patient says, “No”, respond by saying “You are scheduled for a pickup at (patient's pickup time). What time would you like for us to get you”. If it’s outside of our 15min window contact the site and notify them that their patient is requesting a later pickup.
***When requesting an Uber/Lyft, ALWAYS use the zip code when inputting the patient's address in the app.
-When using an Uber/lyft, remember to put a comment which includes (the driver’s name, license plate number and vehicle). On the last column of the spreadsheet put in the cost of the ride. This should be done on the Uber spreadsheet.
-Don’t forget to update the “X”, “X/O” and the information you put in from the Uber spreadsheet to the Sites spreadsheet.
-The UTLC initials should be highlighted orange for rides that have been manually inputted on the Uber spreadsheet. These rides SHOULD NOT be assigned/updated.
​
Zello:
Some of the sites use Zello to communicate with the dispatchers. Those sites are currently (BX, DT, ES, YN, WP). First try to contact them on Zello. If you are unable to reach them on Zello, call them! When prompted, Press 3 or 5.
In order for both Dispatchers to hear the drivers and the sites at the same time, the drivers or sites must use the “Gotham Dispatcher Channel”
When someone communicates with you over the Zello app, please acknowledge or end communication by saying “copy”. This lets them know you heard what was said.
​
Assigning A Ride
Step 1. Determine which drivers are working for that center or in the vicinity.
Step 2. Check which drivers are free during the time of pickup.
Step 3. Check the chosen driver's spreadsheet to see if he/she has a ride that conflicts with the "add on"
Step 3. map out the ride to see if the driver will make it on time.
Step 4. Check if the driver's next ride will be affected by the "add on". If so, start over from step 1.
Step 5. Assign the ride to the available driver.
​
​
​