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Unigo Care Company Handbook

Safe • Compassionate • Professional Transportation

1. Welcome to Unigo Care

Welcome to Unigo Care, where compassion, safety, and professionalism come together to support the seniors, families, and medically fragile clients in our community. As a member of the Unigo Care team, you play a vital role in ensuring that every ride is safe, dignified, and stress-free.

This handbook was created to guide you through our mission, standards, policies, and expectations. It outlines what it means to be part of a company dedicated to excellence in non-emergency medical transportation and community support.

At Unigo Care, you are not just a driver or staff member—you are a trusted caregiver, a representative of our values, and an essential part of a service families rely on during some of life’s most vulnerable moments.

We are proud to have you here. Together, we keep our community moving with compassion.

2. Mission, Vision, and Values

Our Mission

Unigo Care exists to provide safe, compassionate, and dependable non-emergency medical transportation to seniors, families, and medically fragile individuals. We strive to deliver a service experience that reflects the same level of care we would want for our own loved ones.

Our Vision

To become the most trusted and community-centered medical transportation provider in the Upstate, known for reliability, dignity, innovation, and genuine human care.

Our Core Values

Compassion – We treat every client like family.
Safety – We operate with the highest safety standards.
Integrity – We uphold honesty and professionalism.
Dignity – Every client interaction is respectful.
Excellence – We strive for top-tier service.
Community – We support and uplift the communities we serve.

3. Company Structure and Roles

3.1 Organizational Overview

Unigo Care operates as a unified team, with each department playing an essential role in safe and effective transportation services.

3.2 Leadership Structure

Owner / Executive Director

Leads overall strategic direction.
Oversees operations and compliance.
Makes final decisions on company policies.

Care Circle Coordinator / Dispatch Supervisor

Manages daily scheduling and dispatch.
Handles real-time support for drivers.
Ensures quality control and timely communication.

Operations Manager (Future Role)

Supervises staff performance.
Oversees maintenance and safety compliance.
Coordinates training and onboarding.

3.3 Driver Roles

Non-Emergency Medical Transportation Driver

Safely transports clients to appointments.
Assists with mobility and securement.
Documents trips and incidents.
Represents Unigo Care professionally.

3.4 Administrative Roles

Client Services / Scheduling Assistant

Helps clients with scheduling and questions.
Confirms appointments.

3.5 Support Roles

Vehicle Maintenance Technician

Performs vehicle upkeep and safety checks.
Ensures vans meet inspection requirements.

IT & App Support

Maintains app functionality and user support.

3.6 Chain of Communication

Drivers → Care Circle Coordinator
Coordinator → Owner
Support roles assist all teams

4. Employment Policies

4.1 Equal Employment Opportunity

Unigo Care provides equal opportunities regardless of race, religion, disability, gender, or age.

4.2 At-Will Employment

Employment may be ended at any time by either party, according to law.

4.3 Background Checks & Driving Records

All drivers must pass:

Background check
MVR check
Drug screening

4.4 Attendance & Punctuality

Employees must report to work on time and give notice if delayed.

4.5 Uniform and Appearance

Employees must wear the Unigo Care uniform and ID badge while on duty.

4.6 Confidentiality and Privacy

Client information must be kept private at all times.

4.7 Drug and Alcohol Policy

Strict zero-tolerance policy for drugs or alcohol while working.

4.8 Harassment Policy

No harassment or discrimination of any kind is tolerated.

4.9 Company Property

Employees must safeguard company phones, tablets, keys, and equipment.

4.10 Social Media Use

No posting client details or company issues online.

4.11 Meal & Break Periods

Drivers must take breaks responsibly while ensuring client safety.

4.12 Employment Classification

Employees may be full-time, part-time, or contract depending on role.

5. Code of Conduct and Professional Standards

Employees must maintain a calm, respectful, and professional demeanor at all times.

5.1 Professional Behavior

No profanity or yelling.
Remain calm with clients.

5.2 Client Interaction

Greet clients by name.
Confirm destination and appointment time.

5.3 Communication Etiquette

Drivers must not discuss controversial or inappropriate topics.

5.4 Reliability

Tardiness or unreliability may result in discipline.

5.5 Dress Code

Clean uniform, ID badge visible.

5.6 Vehicle Conduct

Vehicles must be clean and quiet.

5.7 Phone Use

No texting or browsing while driving.

5.8 Respecting Property

Drivers must respect clients’ homes and privacy.

5.9 Prohibited Behaviors

Aggression
Harassment
Theft
Weapons

5.10 Representing the Brand

All actions must reflect Unigo Care’s values.

6. Driver Responsibilities

6.1 Primary Duties

Provide safe transportation.
Assist with securement and mobility.
Follow assigned routes & schedules.

6.2 Client Assistance

Drivers must assist respectfully and safely.

6.3 Scheduling & Communication

Drivers must maintain communication with the Coordinator.

6.4 Vehicle Care

Daily inspections and basic upkeep are required.

6.5 Driving Standards

Safe, defensive driving at all times.

6.6 Documentation

Accurate logs and reports are mandatory.

6.7 Emergency Situations

Follow emergency protocols exactly as trained.

6.8 Confidentiality

Never share client information improperly.

6.9 Representing Unigo Care

Your behavior reflects on the company.

7. Client Care Standards

7.1 Dignity & Respect

Clients must always be treated with compassion.

7.2 Greeting Clients

Introduce yourself and confirm their appointment.

7.3 Mobility Assistance

Use proper techniques and safety precautions.

7.4 Safety During Transport

Seatbelts and securement straps are mandatory.

7.5 Communication

Stay positive and clear in communication.

7.6 Medically Fragile Clients

Be patient, gentle, and observant.

7.7 Family/Care Circle

Respect boundaries but communicate appropriately.

7.8 Privacy

Never reveal client appointments or medical info.

7.9 Difficult Clients

Remain calm; contact Coordinator if needed.

7.10 Client Complaints

Listen respectfully and escalate properly.

7.11 Belongings

Help ensure clients don’t forget their items.

7.12 Clients with Cognitive Needs

Use patience and gentle guidance.

8. Emergency Protocols

8.1 Purpose

These protocols ensure consistent response to emergencies.

8.2 Emergency Types

Life-threatening
Non-life-threatening
Vehicle-related
Safety threats

8.3 Driver Response (All Emergencies)

Stay calm
Park safely
Check client
Use emergency app button
Call 911 if needed
Notify Coordinator

8.4 Life-Threatening

Call 911 immediately.

8.5 Non-Life-Threatening

Move to safety, notify Coordinator.

8.6 Accidents

Call 911, notify Coordinator, document everything.

8.7 Breakdowns

Pull over safely and wait for assistance.

8.8 Combative Clients

Protect your safety, contact Coordinator.

8.9 Facility Emergencies

Alert facility staff.

8.10 App Emergency Features

Drivers must use the emergency button.

8.11 Biohazards

Use spill kit & PPE.

8.12 Reporting

Incidents must be reported same day.

9. Safety and Compliance

9.1 Safety Commitment

Safety is our highest priority.

9.2 Regulatory Compliance

Compliance with DOT, ADA, and internal standards.

9.3 Daily Vehicle Inspection

Required before each shift.

9.4 Logs

Maintain accurate mileage and maintenance logs.

9.5 Driving Expectations

No speeding, aggressive driving, or distractions.

9.6 Mobility Safety

Wheelchairs must be secured properly.

9.7 Fall Prevention

Never rush clients.

9.8 PPE

Use gloves and sanitizer as needed.

9.9 Cleaning

Daily cleaning required.

9.10 Disease Protocols

AS directed by health guidelines.

9.11 Weather

Adjust operations if unsafe.

9.12 Suspicious Activity

Report immediately.

9.13 Violations

May result in discipline.

10. Vehicle Standards and Maintenance

10.1 Cleanliness

Vehicles must always be clean.

10.2 Daily Inspections

Check brakes, tires, lights, safety gear.

10.3 Securement Equipment

Must be functional at all times.

10.4 Maintenance Schedule

Follow required service intervals.

10.5 Fuel

Maintain at least ¼ tank.

10.6 Comfort Features

Heating and AC must work.

10.7 Breakdowns

Follow safety procedures.

10.8 Accidents

Follow reporting steps.

10.9 Documentation

Submit logs accurately.

10.10 Branding

Vehicles should display approved logos.

11. Communication Policies

11.1 Professional Communication

Remain respectful at all times.

11.2 Communication with Coordinator

Keep them updated at all times.

11.3 Client Communication

Speak clearly and respectfully.

11.4 Family Communication

Basic updates only; refer questions to Coordinator.

11.5 Facility Interaction

Respect staff and procedures.

11.6 Use of Company Devices

For work use only.

11.7 Emergencies

Follow emergency communication rules.

11.8 Reporting Issues

Report problems immediately.

11.9 Confidentiality

Never discuss client info publicly.

11.10 Internal Communication

Stay professional to coworkers.

12. Care Circle Program Overview

12.1 Purpose

The Care Circle provides peace of mind to families.

12.2 How It Works

Approved contacts receive updates about the client’s trip.

12.3 Registration

Care Circle members are added during onboarding.

12.4 Notifications

Pick-up, en route, and drop-off notifications are available.

12.5 Emergencies

Emergency alerts go to designated contacts.

12.6 Coordinator Communication

Families may contact the Coordinator.

12.7 Boundaries

Drivers keep communication minimal and professional.

12.8 Sponsor-a-Ride

Families & donors may sponsor transportation.

12.9 Benefits to Families

Better transparency and peace of mind.

12.10 Benefits to Facilities

Improved reliability and communication.

13. Data Privacy and Confidentiality

13.1 Purpose

Protecting client information is essential.

13.2 Protected Information

Names, addresses, appointment details, medical flags.

13.3 Privacy During Transport

Do not discuss client information.

13.4 Device Security

Use passcodes and never share login info.

13.5 Physical Document Security

Keep documents secured and out of view.

13.6 Sharing Information

Only share transport details with approved parties.

13.7 Medical Facility Communication

Share transport data only.

13.8 HIPAA-Aligned Practices

Follow minimum-necessary rule.

13.9 Social Media

Never post anything involving clients.

13.10 Breaches

Report immediately.

14. Training and Performance Review

14.1 Purpose

Training ensures consistent high-quality service.

14.2 Orientation

Covers policies, emergency procedures, and company systems.

14.3 Driver Training

Includes classroom, hands-on, and ride-along training.

14.4 App Training

Employees must understand the driver app.

14.5 Ongoing Training

Employees may require periodic re-training.

14.6 Performance Reviews

Conducted regularly and documented.

14.7 Improvement Plans

Used to correct performance concerns.

14.8 License Requirements

Employees must maintain valid licensing.

14.9 Advancement

High performers may advance into leadership roles.

14.10 Training Documentation

All training is documented.

15. Disciplinary Procedures

15.1 Purpose

Ensure safety, professionalism, and consistent standards.

15.2 Violations

Minor, major, and zero-tolerance violations are defined.

15.3 Steps

Verbal Warning
Written Warning
PIP
Suspension
Termination

15.4 Immediate Termination

Examples: DUI, violence, serious safety violations.

15.5 Documentation

All discipline is documented.

15.6 Appeals

Employees may submit an appeal in writing.

15.7 Return-to-Work

Employees must meet improvement requirements.

15.8 Professionalism

Professional behavior is mandatory.

16. Acknowledgment Form

This confirms the employee has read and understands the handbook.

Employee Information:
Name: _______________________________
Position: _____________________________
Start Date: ___________________________

Employee Signature: ____________________

Date: ___________________

Manager/Supervisor: ____________________

Date Received: ___________________