Module 2: The MOOV Driver App
Section 1: Getting started
Downloading the App and Registering:
Instructions: To begin your journey with MOOV, download the MOOV app from the app store or click on the following link: www.themoovapp.com/download
After installing the app, open it and register by entering your required information.
Submitting Required Documents:
Instructions: As part of your registration, you'll need to submit several important documents:
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Driver profile picture: Take a clear, direct, straight photo of your face in good lighting and without any obstructions such as hats or glasses. You are not required to remove anything worn for religious purposes.
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Proof of Insurance: Upload documentation proving that your vehicle is insured.
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Driver's License: Take and upload a picture of the front of your Minnesota or Wisconsin Driver's License
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Valid Vehicle Inspection Form: Ensure your vehicle meets city requirements by filling out a TNC Vehicle Inspection For (Link) at an approved garage (Minneapolis approved TNC Inspection). You may submit an already completed form if you already drive for another TNC company if it's less than one year old.
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Certificate of completion for this training (you can download this after completing the training)
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Vehicle registration: Please take and upload a picture of your vehicle registration document
Completing Background Check:
Instructions: Once you have submitted all forms, the MOOV team will review materials for completeness and send you a link to complete a background check to ensure safety and compliance. You will receive a copy of the results of your background check.
Approval to Drive:
Once your application, including all documents, background check, and training, has been reviewed and approved, you will be authorized to drive with MOOV. You will receive a notification once your driver profile has been activated.
Section 2: Features of the App
Overview
The MOOV app is designed to make your driving experience as smooth and efficient as possible. Below you will find detailed instructions on how to navigate and utilize the key features of the app. Each feature is accompanied by screenshots to guide you through each step.
Profile
Access and edit your personal information, including your profile photo and contact details.
Instructions: Tap the 'Profile picture' icon on the menu screen. Here, you can update your details as needed.
Documents
Manage and update required documents like your driver’s license, vehicle insurance, and inspection reports.
Instructions: Click on your profile picture to enter the PROFILE Menu and scroll down to 'Documents' to upload new documents or update existing ones to ensure all your records are current and compliant.
Connecting to Stripe
All MOOV Transactions are handled by STRIPE, a global leader in payment services.
Instructions: Select 'Connect with STRIPE' from the menu to add bank details to receive driver pay. Note, MOOV does NOT store your bank information, this is all handled within STRIPE. Visit http://stripe.com to learn more
Earnings
View your earnings.
Instructions: Select 'Earnings' from the menu to review past trips and their details.
Ride History
View a detailed history of all your past rides, including dates, earnings, and passenger feedback.
Instructions: Select 'Ride History' from the Earnings Menu to review past trips and their details.
Super Drivers
View a list of top drivers by number of trips completed.
Instructions: This is a fun way to see who the most active drivers are and compete for the top spot. Driver's who make it to the Super Driver's list may receive special benefits including free vehicle maintenance (oil changes, tire rotations, gift cards, and more).
Wallet
Check your wallet credits and manage your financial information.
Instructions: Open the 'Wallet' section to see your current balance and transaction history.
Schedule Rides
See rides you've accepted which are scheduled for a future time/date.
Instructions: Open the 'Schedule Rides' section to see your accepted future rides.
Live Requests
See and accept active requests from passengers in your area.
Instructions: Open the 'Live Requests' section to see active ride requests.
Support
Message, email, or call MOOV support.
Instructions: Open the 'Support' section to contact MOOV.
Rate Card
Unlike our competitors, we provide rate transparency to Drivers. We provide a fair rate and have nothing to hide.
Instructions: Open the 'Rate Card' section to see the base, mile, and minute rates being charged for each class of service you're authorized to drive in.
Section 3: Accepting and completing a ride
Going Online and Receiving Ride Requests
Instructions: To start receiving ride requests, switch your status in the app to 'Online'. When a ride request comes in, you'll see details including the fare estimate and rough start and end locations. NOTE: The MOOV Driver app has an automated timer that will set your status to Offline if you aren't actively using the app for a set amount of time. All rideshare companies are charged insurance fees by the mile, even if a driver is driving around with an empty car but has their app set to Online mode. In order to allow us to give more money to the Drivers and keep costs low for Riders, we use this automatic timeout to prevent unnecessary charges.
Accepting a Ride and Navigating to Pickup
Instructions: To accept the ride, tap 'Accept'. The app will then switch to navigation mode, guiding you to the pickup location. Use the in-app communication tools if you need to contact the rider. You can select Arrived or the app will automatically switch to Arrived status once you're near the rider.
Starting the Trip
Instructions: Once the rider is in your vehicle, confirm their presence in the app and begin the trip by tapping 'Start Ride'. Make sure to provide any requested services, such as air conditioning, that are noted in the app.
Completing the Ride
Instructions: Upon arrival at the destination please tap 'End Ride' on the app and remind the rider to collect their belongings. Once the rider has exited the vehicle, leave a rating for your passenger
Navigation
During a ride, you can click on the Navigation Icon to utilize Google Maps or Apple Maps to provide the best real-time navigation to your destination
Communication
In-app messaging and calling features to communicate with riders without leaving the app.
Instructions: Use the communication features in the 'Rider Info' section once a ride is accepted to contact the rider if necessary.
Waiting for New Rides or Going Offline
Instructions: After completing a ride, you can choose to wait for new ride requests or go offline if you are done for the day. It is important to go offline if you are not taking any more rides for MOOV - driving around while remaining Online will bill MOOV unnecessary insurance fees - we want to do our best to give drivers fair pay, this is only possible if we partner together in reducing these types of fees.
Section 4: Incidents
It is important to maintain professionalism and a safe environment for your passengers at all times, including during incidents. Your priority should be to ensure the safety of yourself and your passengers first, then proceed with the below instructions to handle various scenarios:
Handling Minor Disagreements
Instructions: If a rider expresses minor complaints about the cost or quality of the ride, thank them for their feedback and encourage them to share their experience in the app. MOOV will never discipline a Driver if a Rider has a negative experience with our tech platform or app.
Reporting Vehicle Damage
Instructions: If a rider damages your vehicle, please do not escalate the situation. Kindly wait until they've exited your vehicle and use the 'Support' button in the app. Provide all available details and attach photos of the damage via email in the Support Menu.
Dealing with Abusive or Harassing Behavior
Instructions: If a rider is abusive or harassing, ask them to leave your vehicle safely. Immediately report the incident in the app, detailing what occurred. If there's an immediate safety concern, call 911 first.
MOOV Driver Shield© covers Drivers with a suite of services and protections
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Fair deactivation policy: MOOV will not automatically and permanently deactivate drivers without doing a full and fair investigation on incidents – we understand this is how you earn a living and want to ensure fair treatment
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Faster inspections: Use an existing vehicle inspection if it’s less than 12 months old & valid for other rideshares
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LegalRideshare: Access specialized legal support and attorneys for rideshare accidents
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TurnSignl: Real-time legal advice from a live attorney during traffic stops or police encounters
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Additional services coming soon: Vehicle care and maintenance, tax assistance, and tools to help you drive more profitably
Handling Car Accidents
Instructions: In the event of a car accident, ensure everyone's safety first. Once safe, call the police or ambulance if necessary. Report the incident in the MOOV app. Our partnered attorneys from Legalrideshare will contact you to discuss the next steps and, if applicable, represent your claims for damages and injuries to help ensure you're taken care of.
Getting Support When Pulled Over by Law Enforcement
Description: MOOV is committed to supporting you in the event you are pulled over by the police. We have partnered with Turnsignl to provide real-time legal assistance directly over the phone during such encounters.
Instructions: If you are pulled over by law enforcement, it is crucial to comply with all legal requirements, such as providing your license and registration. Additionally, you can access immediate legal support by contacting TurnSignl or using the TurnSignl app. This service ensures that an attorney is available to guide and represent you, offering an added layer of protection. Credentials will be shared with you once you're an active Driver on the MOOV platform. This feature is designed to provide you with peace of mind and ensure that your rights are protected while you are performing your duties as a MOOV driver.
These instructions and the associated screenshots are intended to guide you through the processes involved in managing rides and incidents while using the MOOV app. Understanding these procedures will help you handle any situation safely, professionally, and efficiently.
Module 3: Local Laws and Requirements
Introduction: Before you begin driving with MOOV
It is essential to familiarize yourself with the local and state laws that apply to Transportation Network Companies (TNCs), commonly known as rideshare companies. Understanding these regulations will help ensure that you operate within the law and provide safe, reliable service to your passengers.
Overview of TNC Regulations
What is a TNC?
A Transportation Network Company (TNC), commonly known as a rideshare company, is an entity engaged in hosting a platform that connects drivers and riders for paid transportation services.
Why is it important to follow TNC regulations?
In the Twin Cities, TNC companies and drivers are required to follow the rules set forth by the State of Minnesota, the City of Minneapolis, the City of St. Paul, and the MSP Airport (for airport-permitted drivers). Following TNC regulations and MOOV policies helps to create a safer rideshare experience for drivers, passengers, and the public. Drivers who fail to follow city TNC laws or airport TNC regulations will be subject to discipline from MOOV, including and up to termination from our platform. Failure on the driver's part to follow rules can result in MOOV being fined as well as the driver.
Safety Standards and Vehicle Requirements
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In order to drive for MOOV, your vehicle must meet the following requirements at the time of registration:
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Has a manufacturer's rated seating capacity of seven (7) persons or less, including the driver.
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Has at least four (4) doors and meets applicable Federal Motor Vehicle Safety Standards for vehicles of its size, type, and proposed use.
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Is a sedan or light-duty vehicle, including a minivan, sport utility vehicle, pickup truck, hatchback, or convertible.
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At the time of annual inspection (date listed on the TNC Vehicle Inspection Form), the vehicle must be no more than ten (10) model years old from the current model year OR have an odometer reading of less than one hundred fifty thousand (150,000) miles. For example, if your car is
Compliance and Penalties
The consequences of failing to adhere to these laws:
Compliance is monitored and enforced through various methods including app data, platform reporting, and regular audit by MOOV, and/or city officials. Failing to comply can result in penalties for both the driver and MOOV.
Laws and Ordinances
To help you understand and comply with local and state requirements, please review the following resources:
City of Minneapolis Laws & Ordinances
City of Saint Paul TNC Ordinances
Additional Links:
Download the Vehicle Inspection Report
TNC Airport Driver Application (We are working on getting licensed for the MSP Airport and will message all drivers when ready)
These links lead to documents and sites where you can find detailed information on the regulations affecting TNC operations in your area. Please take the time to thoroughly read through these materials as part of your training process.
Module 1: Welcome to MOOV
Welcome - Bienvenido - Zoo Siab Tos Txais - Soo Dhawoow - أهلاً وسهلاً - እንኳን ደህና መጡ
We’re thrilled to have you join our team at Minnesota’s very own rideshare company, proudly competing with industry giants like Lyft and Uber. At MOOV, we believe in providing a superior rideshare experience that prioritizes safety, reliability, and community connection.
Introduction
MOOV was founded with a mission to revolutionize the rideshare industry by offering a service that truly understands and caters to the needs of both drivers and passengers. Our commitment to excellence is reflected in every ride we facilitate, ensuring that our passengers and drivers feel valued and supported. MOOV's vision is to become the preferred rideshare brand for riders, drivers, and communities.
Onboarding Statement
As a new member of the MOOV family, you’re about to embark on an exciting journey. This training course is designed to equip you with the knowledge and skills necessary to excel in your role. You’ll learn about our company values, operational procedures, and the innovative technology that powers our platform.
Throughout this course, you’ll gain insights into:
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Our Mission and Vision: Understanding what drives us and how you play a crucial role in our success.
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Technology and Tools: Navigating our app and utilizing the features that make MOOV unique.
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Laws and Safety Protocols: Ensuring the well-being of both drivers and passengers.
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Customer Service Excellence: Delivering top-notch service that sets us apart from the competition.
We are committed to your growth and success, and we believe that together, we can make a significant impact on the rideshare landscape. Welcome aboard, and let’s get moving with MOOV!
If you have any questions or need assistance at any point, don’t hesitate to reach out. We’re here to support you every step of the way.
Assessment
After reviewing these resources, you will complete a quiz to test your understanding of the local and state laws pertaining to TNC operations. This is to ensure that you are fully prepared to meet the legal requirements of your role as a TNC driver. Please review this training and take the quiz until you receive a passing score.
Module 4: Common pick up and drop off Twin Cities destinations
MOOV Rideshare is available in Minneapolis, St. Paul, and the Greater Twin Cities
The below map shows a list of the most common pick up and drop off points around the Twin Cities
You can access this map anytime using the following link: Google Maps Link
Common pick up and drop off locations around the Twin Cities:
Module 5: Customer Service Excellence
As a driver, you are the face of our company and play a crucial role in delivering exceptional service to our passengers. Here are the key protocols to ensure customer service excellence:
1. Professionalism and Courtesy
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Greet Passengers Warmly: Always greet passengers with a friendly smile and a warm welcome. A positive first impression sets the tone for the entire ride.
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Dress Appropriately: Maintain a clean and professional appearance. Your attire should be neat and suitable for a professional environment.
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Chemical Sensitivity: In order to provide a safe environment for passengers, please refrain from exposing your vehicle to life threatening allergens such as peanuts or tree nuts when possible. If you notice a passenger handling these products it is advisable to clean up after than with a sanitary wipe. Please also refrain from using heavy scents, perfumes, colognes, or incense on your person or in your vehicle to respect passengers who may have chemical sensitivities.
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Respect and Politeness: Treat all passengers with respect and courtesy, regardless of the situation. Use polite language and maintain a calm demeanor.
2. Safety and Comfort
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Adhere to Safety Protocols: Follow all traffic laws and MOOV’s safety guidelines. Ensure that your vehicle is well-maintained and clean.
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IMPORTANT: It is against MOOV policy for Drivers to be engaged on a phone call or texting while driving a passenger, this includes the use of blue tooth headphones. Drivers reported to be on a call during a ride may be disciplined including written warnings, temporary suspensions, or permanent bans from the platform. We understand this is an inconvenience but it helps ensure safety and compliance with state laws for distracted driving.
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Assisting with luggage: MOOV drivers may occasionally assist a passenger with their luggage or belongings, it is important to note that MOOV does not require a driver to assist a passenger with loading or unloading their belongings and luggage. You may do so if you wish to ensure a better customer experience or to maintain your vehicles condition, however, MOOV will not take responsibility for any damage that occurs to any person or property as a result.
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Comfortable Ride: Adjust the temperature and music according to the passenger’s preferences. Provide a smooth and comfortable ride experience.
3. Effective Communication
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Clear Communication: Confirm the passenger’s destination and preferred route before starting the trip. Keep passengers informed about any changes or delays.
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Language Sensitivity: Be mindful of language barriers and use simple, clear language. If necessary, use translation tools to assist with communication.
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Active Listening: Pay attention to passengers’ needs and preferences. Show that you are listening by acknowledging their requests and responding appropriately.
4. Handling Complaints and Issues
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Stay Calm and Professional: If a passenger has a complaint or issue, remain calm and professional. Listen to their concerns without interrupting.
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Apologize and Resolve: Offer a sincere apology for any inconvenience and take immediate steps to resolve the issue. If you cannot resolve it on the spot, inform the passenger that you will escalate the matter to customer support.
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Report Incidents: Document and report any incidents or complaints to MOOV’s customer support team promptly.
5. Exceeding Expectations
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Go the Extra Mile: You may look for opportunities to exceed passengers’ expectations. This could be as simple as offering a bottle of water, a phone charging cable, or providing helpful local information.
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Personal Touch: Remember regular passengers and greet them by name. Small gestures can make a big difference in creating a positive experience.
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Feedback and Improvement: Encourage passengers to provide feedback and use it to improve your service. Continuous improvement is key to customer service excellence.
By following these protocols, you will help ensure that every ride with MOOV is a positive and memorable experience for our passengers. Thank you for your commitment to customer service excellence!
If you have any questions or need further guidance, please don’t hesitate to reach out to our support team at info@themoovapp.com
We’re here to help you succeed!
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