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HopAndHaul Driver Communication Policy
Document ID: PLCY-COM-001
Version: 3.0
Effective Date: January 21, 2026
Last Review: January 21, 2026
Owner: Hop And Haul Team
CONFIDENTIAL
This document is CONFIDENTIAL and for internal use only. Do not distribute outside the organization.
1. Purpose
This policy establishes standards for communicating ride opportunities to drivers while they are operating a vehicle. It ensures all driver communications comply with FMCSA regulations, minimize distraction, and support safe decision-making.
2. Scope
This policy applies to all automated and human-initiated communications from HopAndHaul operations to drivers regarding ride opportunities, route changes, or dispatch decisions.
3. Core Principles
3.1 No Manual Interaction Required
Drivers shall never be required to read, type, tap, or otherwise manually interact with any device while the vehicle is in motion. All communications must be completable via voice response only.
3.2 No Time Pressure
Ride opportunities shall only be presented when the routing algorithm confirms at least 15 minutes of buffer time before pickup and 15 minutes before drop-off. Drivers shall have a minimum of 5 minutes to respond to any opportunity without penalty.
3.3 Hands-Free Only
All voice communications shall be delivered through hands-free systems. Drivers are not required to initiate calls, answer by touch, or look at screens to participate.
4. Automated Dispatcher Voice System
4.1 System Description
HopAndHaul uses an automated dispatcher voice system to communicate ride opportunities to drivers. This system acts on behalf of operations staff and follows standardized scripts approved under this policy.
4.2 Call Initiation Criteria
The system shall only initiate a call when:
- The driver is on an active route
- A matching ride opportunity exists within routing parameters
- The 15-minute pickup buffer and 15-minute drop-off buffer are confirmed
- The driver has not declined a ride within the past 30 minutes (fatigue guard)
4.3 Standard Call Script
All opportunity calls shall follow this structure:
"Hey [Driver Name] — got a ride that fits your route. Pickup near [Location] in about [X] minutes, drop-off in [Destination]. Adds [X] miles, pays [$X]. No rush — let me know in the next few minutes if you want it."
4.4 Accepted Response Options
Drivers may respond with:
| Response | Result |
|---|---|
| "Yes" or equivalent affirmation | Opportunity accepted |
| "No" or equivalent decline | Opportunity released, no penalty |
| "Hold" or "Let me think" | Decision deferred, follow-up scheduled |
4.5 Follow-Up and Timeout
If a driver responds with "hold" or does not respond:
| Timing | Action |
|---|---|
| 3-4 minutes | Soft follow-up: "Still got that [Destination] ride if you want it. Otherwise I'll pass it along." |
| 5 minutes | Auto-decline with neutral close: "No problem — I've released that one. Drive safe." |
4.6 Prohibited Language
The automated system shall never use:
| Prohibited | Rationale |
|---|---|
| Urgent or pressuring language ("hurry," "last chance," "you need to decide now") | Creates unsafe pressure |
| Requests to view a screen or tap a button | Violates hands-free requirement |
| Complex routing instructions during the decision call | Cognitive distraction |
| Guilt-based framing for declines | Coercion per 49 CFR 390.6 |
5. Logging and Recordkeeping
5.1 Call Logging
All automated dispatcher calls shall be logged with:
| Field | Description |
|---|---|
| Timestamp | When call was initiated |
| Driver ID | Tokenized driver identifier |
| Opportunity ID | Unique offer reference |
| Response received | YES/NO/HOLD/TIMEOUT |
| Time to response | Duration from call start to response |
5.2 Audio Recording
Voice interactions may be recorded for quality assurance and compliance purposes. Drivers shall be informed of recording practices during onboarding and in accordance with applicable state laws.
5.3 Audit Trail
All accepted rides shall include a dispatch note in the system of record (e.g., Samsara) indicating: "Accepted via voice at [TIME]"
6. Human Dispatcher Backup
6.1 When Human Dispatch Applies
Human dispatchers may contact drivers for:
- System failures or escalations
- Complex multi-stop coordination
- Driver-initiated questions
6.2 Human Dispatcher Standards
Human dispatchers shall follow the same communication principles as the automated system: voice-only, no time pressure, no required screen interaction.
7. Driver Rights
7.1 Right to Decline
Drivers may decline any ride opportunity without explanation or penalty.
7.2 Right to Pause
Drivers may request temporary removal from automated opportunity calls at any time.
7.3 Right to Review
Drivers may request a summary of their opportunity history upon request.
8. Compliance and Enforcement
Violations of this policy by operations staff or system misconfiguration shall be reported to Safety Operations and reviewed within 5 business days.
9. Regulatory Compliance
9.1 DOT/FMCSA Compliance
This policy is designed to comply with:
| Regulation | Requirement | Implementation |
|---|---|---|
| 49 CFR 392.80 | Prohibition against texting | No text input required while moving |
| 49 CFR 392.82 | Prohibition against handheld mobile phone use | Hands-free only communications |
| 49 CFR 390.6 | Prohibition against coercion | Zero-consequence declines, no pressure language |
9.2 Continuous Compliance
| Control | Frequency |
|---|---|
| Communication method audit | Monthly |
| Call script compliance review | Weekly |
| Hands-free compliance check | Quarterly |
| Coercion policy review | Quarterly |
| DOT regulation update review | Annually |
10. Related Documents
| Document ID | Title | Relationship |
|---|---|---|
| PLCY-VOI-001 | LLM Voice Agent Integration Policy | Technical voice system requirements |
| PLCY-VOI-002 | Voice Agent Technical Specification | Implementation details |
| PLCY-VOI-003 | Voice Escalation Procedures | Human dispatcher protocols |
| PLCY-BUF-001 | Safety Buffer Parameters | Buffer time specifications |
| PLCY-AUD-001 | Audit Trail Specifications | Logging requirements |
| PLCY-CON-001 | Consent & Authorization Log | Driver consent tracking |
11. Document Control
| Version | Date | Author | Changes |
|---|---|---|---|
| 1.0 | [DATE] | [NAME] | Initial release |
| 1.1 | [DATE] | [NAME] | Added: hysteresis for state detection, FYI banner as default for moving, refined push notification compliance, coercion-safe retry limits |
| 2.0 | January 2, 2026 | Hop And Haul Team | Major update: Replaced push notifications with Samsara Messages API as primary channel. Voice calls now last resort fallback. |
| 3.0 | January 21, 2026 | Hop And Haul Team | Major revision: Restructured policy around voice-first communication. Established 15-minute buffer requirements, 5-minute response window, standard call scripts, prohibited language list, driver rights (decline, pause, review). Added human dispatcher standards. |
Approved By: ____________________ Date: ____________________