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Hub Host and Helper Policy for Moving Cars

In day-to-day operations, we encounter situations where a car needs to be moved for various reasons, and the quickest and easiest way for this to happen is to allow the person who contacted us into the car to re-park it. As this person may not be a member, we want to balance the needs of the fleet with the safety and security of our vehicles. In day-to-day operations, we encounter situations where a car needs to be moved for various reasons, and the quickest and easiest way for this to happen is to allow the person who contacted us into the car to re-park it. As this person may not be a member, we want to balance the needs of the fleet with the safety and security of our vehicles.

Scenarios

  • Snow plowing
  • Construction at the hub
  • Car parked in an area where it will be towed

Allowed Partners

Multifamily Hub Hosts

We have a relationship with these sites and have given them direct info on how to contact us to move the car if needed. They should know to mention their location and their involvement in the Multifamily Project. Clarify with the person on the phone what the timeline and plan is to move the car back to the charger. Get their name and phone number and follow the process steps below.

HOURCAR Hub Hosts

Our relationships with HOURCAR hub hosts varies – some parking spaces are donated by the org and some we rent like any other customer. In most cases, the hub location expects us to move cars for plowing or construction and will email the info box with details.

If we receive a call from a hub host about a car needing to move and they are willing to help, we can allow them to do so. Clarify with the person on the phone what the timeline and plan is to move the car back to the charger. Get their name and phone number and follow the process steps below.

Other Helpers

Law Enforcement or Public Workers

If we get a call that a car needs to move from a police officer, firefighter, snowplow driver, parking enforcement, or other public employee, we can offer that they move the car for us if they’re willing to stay on the phone with us while they do it. Get their name, phone number, and employer details, including badge number if they have it. Follow the process steps below.

Owner or Caretaker of a Parking Spot

If we get a call from someone that we are in their businesses spot, such as a private business parking lot, a loading zone of an apartment building, a valet parking only location, or other dedicated spot owned or managed by the person on the phone, we can offer that they move the car for us if they’re willing to stay on the phone with us while they do it. Get their name, phone number, and employer details. Follow the process steps below.

Possible Emergency Exception

If a member of the public calls about a car that is urgently blocking something in a way that is dangerous or unsafe, such as a car blocking an alleyway or driveway, a car double parked, or a car parked in front of a fire hydrant, we should send an urgent call to fleet to move the car.

If fleet is unavailable or it’s after hours, we can allow the non-member access to the car if they are able to send us a photo of their driver’s license, along with giving their full name and phone number, and agreeing to remain on the phone with us while moving a car. The driver’s license photo should be attached to the “Relocated by Helper” ticket in addition to the normal contents.

Having fleet move the car should always be the first option in this scenario, but the exception can be made if this is not possible.

Not Allowed

General Public

If a non-member calls about a car parked illegally, thank them for their time, and make a ticket for fleet to fix. If they seem interested in knowing more about the service, you can let give them the prospective member speech and let them know that we offer $10 credit to members who save cars parked in spots they shouldn’t be.

If a non-member calls because they are annoyed about a car parked legally within our parking guidelines, but they just don’t like it there, let them know that these are community cars used by neighbors of theirs, and this is a legal spot to park. If they need a dedicated accessible parking space by their house, you can direct them to contact the city to apply for signage.

Process

  • Get name, phone number, and employer info/job title from the person on the phone
  • Once they are standing at the car, disengage immobilizer and unlock the car
  • For anyone who is not an allowed partner, they must stay on the phone with us while in the car. Let them know they should put the phone down somewhere safe but remain on the line with us.
  • When they re-park the car, engage immobilizer and lock.
  • Have the person confirm that the car is locked
  • Create a ticket under the category Parking Issues -> Relocated by Helper
  • Edit title to say “##: moved by JOB TITLE for REASON”
  • In the description of the ticket, put the contact information you collected from the driver and the details of the situation.
  • Mark the ticket as RESOLVED – no further action is needed, this is for tracking
  • If the car is hub based, contact members as appropriate about the situation
  • Let members know where to retrieve and return the car in its temporary spot
  • Move members if the spot is inaccessible or not in hub boundaries