--- title: "TRIPS Web - Driver's App Guide" description: "Downloading Trips Driver + App" canonical_url: "https://support.caremaster.com.au/articles/trips-web-drivers-app-guide-LzA0p6qEWi" md_url: "https://support.caremaster.com.au/articles/trips-web-drivers-app-guide-LzA0p6qEWi.md" --- # TRIPS Web - Driver's App Guide ## Downloading Trips Driver + App Navigate to the App Store on your device (either Apple- App Store or Android- Play Store), search for the *"Trips Driver +"*, App and select download. ![](https://support.caremaster.com.au/api/attachments.redirect?id=f63847b5-caa9-4d17-84ca-fed73587f276) ## Logging Into the App ### Organisation Pin Once the *“TRIPS Driver +”* App has completed downloading, click on the App icon to open the App. On startup, the app will check for the latest updates, before directing you to the screen where you can enter an "Organisation PIN." **PLEASE NOTE:** The Organisation PIN is provided during Onboarding and connects you to your Organisations server. ![Organisation Pin](https://support.caremaster.com.au/api/attachments.redirect?id=d5d9327d-96ac-471d-ae05-4aebcfc0aeb9) ### Log In Credentials After entering the Organisation Pin, you will be navigated to the login screen. At the time of onboarding a username and password would have been set up for each Driver. Enter your credentials and click *“Log In”*. **PLEASE NOTE:** Username= “firstname.lastname”. The Drivers password would have been set by the organisation or may have been self set. ![](https://support.caremaster.com.au/api/attachments.redirect?id=efe25e7f-f5f5-49ba-9d94-1419f4aa518e) **PLEASE NOTE:** By tapping the privacy *“Eye”* icon in the right-hand corner of the password field this will enable you to view the text entered and ensure the password is correct. ## Navigating Through the TRIPS Driver App Menus ### Home Screen Once you are logged in, you will see the home screen. ![Home screen view](https://support.caremaster.com.au/api/attachments.redirect?id=e3160661-1b4b-453c-b1a2-4329ed72be3e) ### Calendar View Within the home screen you have an expandable calendar, allowing you to access/view the vehicle runs that you are assigned to. To know if you have been assigned a run on a specific day, you will see a bolded dot underneath the date. ![Expandable view](https://support.caremaster.com.au/api/attachments.redirect?id=fcf0df76-f1e3-4eac-8a23-6d72193f84c9) ![Bolded dot under the date to let you know you have been assigned a vehicle run](https://support.caremaster.com.au/api/attachments.redirect?id=2094110f-2aa7-4c96-8986-99fb7a668d16) ### Vehicle Run If you have been assigned to a vehicle run, you will see the vehicle run box appear under the calendar. This will show you information about the vehicle run such as assigned vehicle, departure and return times, depart and return location. ![Vehicle Run](https://support.caremaster.com.au/api/attachments.redirect?id=3bd131df-90c1-4a10-ae7d-b0a1a65fe520) ### Messages screen By clicking on the “Messages” tab down the bottom of the screen, this will take you to the message centre. ![Message Centre](https://support.caremaster.com.au/api/attachments.redirect?id=574377bb-34f8-4b87-aaf0-1f8ce44d42c1) ### Sending A Message Here you can send custom messages to the users in the office for instant communication. These messages are sent straight away as long as you have 4G phone reception, if you have none, the messages will fail to send until you get 4G reception again. ![Sending a message](https://support.caremaster.com.au/api/attachments.redirect?id=14e86ccc-41d5-4e82-bcf1-abeccda9dc00) ### Receiving A Message Additionally, you can receive messages from the office which you will get a pop up notification for no matter what you are viewing in the app. When you click on the pop up notification, it will automatically navigate you to the message centre where you can read the message further. ![This is the pop up notification you will get at the top of your screen when the office messages you. You can click "dismiss" or you can click on the banner and it will take you to the message centre to reply.](https://support.caremaster.com.au/api/attachments.redirect?id=8e15337d-1149-4a9d-883c-0ec9581bc854) ## Incident Screen (Not currently linked to email any user, still in build phase) By clicking on the “Incidents” icon in the menu tab at the bottom of the app, this will allow you to report good or bad incidents that happen in your day. ![Incident menu](https://support.caremaster.com.au/api/attachments.redirect?id=22d2ffb4-fee5-4c40-9618-3a544039372a) ### Incident Category There is quite a lot of information to fill in to complete a reportable incident to your organisation. First one is Incident Category, where you can pick what type of incident it is. ![Incident Category](https://support.caremaster.com.au/api/attachments.redirect?id=101c3a3a-f832-477b-a021-1152b64b9888) ### Incident Severity Incident Severity has 2 options, select whether the incident is minor or major ![Incident Severity](https://support.caremaster.com.au/api/attachments.redirect?id=f058186d-6af7-48a0-bb6d-d04865cc5f22) ### Date & Time Select the date and time of the incident. This allows you to also back track on a vehicle run you may of had yesterday but reporting it today. ![Date and time of incident you are reporting](https://support.caremaster.com.au/api/attachments.redirect?id=1586ab11-214d-4723-bd41-f489f3b2b98d) ### Location Select a location where the incident took place. ![Location of the incident where it took place](https://support.caremaster.com.au/api/attachments.redirect?id=c36b80d4-7c35-49a6-92ec-aba0eedddfcb) ### Vehicle Run Based on the date and time of the incident, it will give you vehicle run options to select. Sometimes you could have a split shift and have 2 assigned vehicle runs for the one day. Ensure you pick the correct vehicle run. ![Vehicle run drop down will display vehicle runs you had on the day you selected in "date and time"](https://support.caremaster.com.au/api/attachments.redirect?id=414ea192-47d7-483f-8131-45d9cc69e255) ### Clients Involved This will automatically pull through clients that were on the vehicle run you selected. So go ahead and select which clients were involved in this incident. ![Client list will automatically pull through based on which vehicle run you picked.](https://support.caremaster.com.au/api/attachments.redirect?id=52f5b8c2-815c-4f04-98bc-b98a6dd60fac) Click next ![](https://support.caremaster.com.au/api/attachments.redirect?id=f3c58bff-84a8-4dbc-992c-370205fcad94) ### Description Of Incident You can write a detailed description of the incident and as default, the reportable toggle is always on. This refers to if this particular report is a reportable incident towards organisation KPI’s. Once complete, hit submit and this will be sent to the nominated email address set up at management level. ![Write a detailed description of the incident.](https://support.caremaster.com.au/api/attachments.redirect?id=60c0155c-f73a-442b-af1c-3477969c3686) ## Viewing Your Vehicle Run By tapping anywhere on the vehicle run, this will open up the full vehicle run view. Here you can see a few things first let’s focus on just viewing who you are picking up, when and where from so you can plan ahead. ### Runlist Summary By clicking on run list summary, this will show you a condensed, easy to view version of your complete run list. ![Run list summary](https://support.caremaster.com.au/api/attachments.redirect?id=92bbe698-525e-4b99-bac9-9199a2d1ae72) ![Condensed version on your complete vehicle run](https://support.caremaster.com.au/api/attachments.redirect?id=42abf0f6-f7d7-4840-8f61-74bfd7497aa5) ### Runlist Full View You can also view your full vehicle run list by scrolling down on the vehicle run page instead of clicking on “run list summary”. This will give you more details on each client and their pickup/drop-offs. ![full preview and detailed pickup and drop offs ](https://support.caremaster.com.au/api/attachments.redirect?id=8dd23e21-008c-4513-af22-8e32a7d2eb69) ## Understanding Information & Icons ### Client Name Within the pickup and drop off boxes on the app, various amounts of client information is displayed. Client name is displayed up the top of the box. ![Client Name](https://support.caremaster.com.au/api/attachments.redirect?id=b37a51bb-1306-4679-b774-429bd89595aa) ### Pick-up or Drop-off Time Underneath the client name, it will display whether your next job is a pick-up or drop-off, and what time they should be picked up or dropped off. ![Pick Up Job / Time](https://support.caremaster.com.au/api/attachments.redirect?id=730b5d11-fb9c-42c3-b91c-c370f84471df) ## ![Drop off Job / Time](https://support.caremaster.com.au/api/attachments.redirect?id=4109f0c2-98be-4a3c-8796-c68d5548bd38) ### Pick Up / Drop Off Address / Location Notes Just under the pick-up and drop-off timing preference, you will see the location of the destination. This contains the location name of the place as well as the address. ![Destination name and address of the destination location](https://support.caremaster.com.au/api/attachments.redirect?id=e3b12f92-d627-4c74-b2ea-66308ee4e26c) Following under the location address, you will see any notes that are attached to that specific location for extra information about that place. ![Example information would be a gate code to access the given location](https://support.caremaster.com.au/api/attachments.redirect?id=5ea7f3ad-b312-44e7-96fa-5a8ee1eb337a) ## Navigation TRIPS driver app is integrated with maps of your choice, as long as you have that navigation app downloaded on the device and it is set as default in your device settings. Any time you want to use maps navigation to a destination, you can simply tap on the address location. ![Destination name and address of the destination location](https://support.caremaster.com.au/api/attachments.redirect?id=e3b12f92-d627-4c74-b2ea-66308ee4e26c) This will open up your choice of maps such as google maps and it will a auto populate the destination address, just click “navigate” to start. ![](https://support.caremaster.com.au/api/attachments.redirect?id=59f6202d-7ecf-455d-a5be-417b9555aac3) ## Appointment Time Although you can see the client’s requested time to be dropped off to an appointment location, additional information is sometimes provided by the client of their actual “appointment” time. In this case, you can see a requested drop off time of 11:15pm, but the actual appointment at the hospital is at 11:30pm. Allowing the driver to get a full understanding of the picture. ![The client's actual appointment time](https://support.caremaster.com.au/api/attachments.redirect?id=63178dfd-ed65-4823-87a1-fc1f233f33a5) ## Fare Collection The next section within the trip box is fare collection for the client’s trip, which is only ever displayed on the pickup legs. If the total cost of the fare shows a dollar amount, this means that the client is expected to pay the driver by cash or card. ![Total cost of trip paid to driver by cash or card](https://support.caremaster.com.au/api/attachments.redirect?id=c7ba073e-a229-46e4-8034-045a63cc2834) Additionally, if the fare collection box says that it has been prepaid or on account, you will not have to collect anything, as this has been handled by the office. ![Account/prepaid, which is handled by the office](https://support.caremaster.com.au/api/attachments.redirect?id=c8e5cfbf-96a7-4911-94d2-d0bec9e964a8 " =273x178") ## Trips Notes Just under the fare collection box, sometimes you will see trips notes attached here. These notes will contain anything about the client’s trip that you might need to know. ![Trips notes about this client's booking that can be useful information for the driver](https://support.caremaster.com.au/api/attachments.redirect?id=5426a0ef-2f01-47ca-a4df-a1ac25c864ee) ## Trip Requirements Trip Requirements will display next, this allows for the driver to comprehensively understand the needs for the client’s travel. These are broken into 3 categories, Cargo, Assistance and Transport. If any of these categories are highlighted blue, it will state the number of requirements in the category which you can tap on to display what they are. ![Cargo, Assistance and Transport Requirements](https://support.caremaster.com.au/api/attachments.redirect?id=3c55f360-bae3-4bbb-bae2-cc659533aa5f) ## Cargo Requirements Cargo requirements will show what the client will be bringing along on the transport, if it is highlighted blue, means there is a requirement to view in this category and it will display how many requirements in this category there are. By click on this, it will reveal the client’s Cargo Requirements. ![](https://support.caremaster.com.au/api/attachments.redirect?id=c75e9e9c-8f22-4abd-9977-45d28664cc9e) ![NOTE: the number 2 next to "collapsible walking frame" does not mean 2 of these, this is indicating the space it will take up in the vehicle. Consider this "space points"](https://support.caremaster.com.au/api/attachments.redirect?id=44096880-4d3e-4b6d-98d3-6947111d892b) ## Assistance Requirements Assistance requirements will show you personal needs about the client for transport, if it is highlighted blue, means there is a requirement to view in this category and it will display how many requirements in this category there are. By click on this, it will reveal the client’s Assistance Requirements. ![](https://support.caremaster.com.au/api/attachments.redirect?id=dfd9eaeb-42bd-4d9a-9c64-1f2d0f298f4d) ![Personal needs of the client](https://support.caremaster.com.au/api/attachments.redirect?id=615b3695-fdba-4434-85a1-bfd3802445fc) ## Transport Requirements Transport requirements will show you Transport needs for the client for transport, if it is highlighted blue, means there is a requirement to view in this category and it will display how many requirements in this category there are. By click on this, it will reveal the client’s Transport Requirements. ![](https://support.caremaster.com.au/api/attachments.redirect?id=c8833795-d5cf-4383-9189-2ddcf613d29d) ![Transport Requirements](https://support.caremaster.com.au/api/attachments.redirect?id=2e014619-8d5f-4c67-bf25-cd7c69bfc24e) ## Start to Finish Vehicle Run Walk-Through ### Tap On Vehicle Run Box Once you have logged into the app, you will be on the home screen for the current day. Click on the vehicle run box to open your vehicle run screen. ![Vehicle run box on home page](https://support.caremaster.com.au/api/attachments.redirect?id=b31d0f80-0afa-44c6-af99-2289f7cb499b) ### Starting The Vehicle Run Up the top of the vehicle run you will see a green circle with “start” in it. Click on this to begin the first step of starting your vehicle run. ![Start Button](https://support.caremaster.com.au/api/attachments.redirect?id=467392ff-3300-43f9-a568-93819e90fe7d) ### Pre Departure Checklist If your organisation has set this up, you will then see the pre departure checklist that you have to complete before moving to the next step. This allows you to respond to various check list items and the ability to leave additional feedback to the office. ![Pre departure checklist](https://support.caremaster.com.au/api/attachments.redirect?id=c91c2a35-67c7-44ea-9ce4-bb4ee5c54970) ### Start Odometer After submitting the pre departure checklist, the next box to pop up will be the start odometer box. You want to ensure that you enter the exact odometer reading of the vehicle before you leave. ![Start odometer box, need to enter the vehicle odometer ready here before leaving for your day](https://support.caremaster.com.au/api/attachments.redirect?id=369471e4-684e-426c-9b63-52f72bf89ab0) Once you have submitted the start odometer, you can now officially start your day. ### Your first pickup Your first pickup is simple, if you scroll down from the top of your vehicle run, you will see the first trip box. This is your first pickup of the day and will be in order of pickup and drop offs if the office has scheduled your day correctly. ![Trip box with all relevant information about the client's pickup](https://support.caremaster.com.au/api/attachments.redirect?id=676f6f75-9e81-4766-b21e-717daaec26c3) In start mode, you will see some additional buttons appear, these are interactable buttons that is requirement for you to submit your pickups, drop-offs, payment and cancelled trips back to the office for record. ### Different Views You can stay in the complete run list view when you are operating the device or you can just focus on the next pickup or drop-off action to be completed. You will see an 2 options at the bottom of the vehicle run, “Show Runlist View” or “Show Next Stop” view. By default it will always be in show runlist view but if you do prefer to show next stop view, just click on it. ![2 runlist views when operating](https://support.caremaster.com.au/api/attachments.redirect?id=5128274a-5f3b-4abf-84e8-94f9de7abc1b) ![Show Next stop will focus on the next action to take for your day.](https://support.caremaster.com.au/api/attachments.redirect?id=24a2caef-16ff-4d78-a10e-4a3eadad5eb2) Show next stop view will continue to show you what is next to do after actioning the pick up or drop-off in this view. Otherwise the default view will show you all you pick up and drop-off actions which you can scroll through. ### ### Taking payment The first thing to do is take payment from the client on arrival, which you can see whether payment will be handled by the driver or by the office by looking in the trip information. ![If you see this, you do not need to collect payment as it is handled by the office. You don't have to click on "take payment" button.](https://support.caremaster.com.au/api/attachments.redirect?id=c8e5cfbf-96a7-4911-94d2-d0bec9e964a8) ![If it looks like this and tells you a total cost, you are required to collect payment from client. Which requires you to click on "take payment" button.](https://support.caremaster.com.au/api/attachments.redirect?id=c7ba073e-a229-46e4-8034-045a63cc2834) If you require to take payment, click on the “take payment” button in green that has a “$” symbol. ![](https://support.caremaster.com.au/api/attachments.redirect?id=57ebc422-b278-4e9b-95aa-c6f8fa135813) The next box to pop up, is putting the payment information in. This allows you to put the exact dollar figure you have collected, add a receipt number if required and select whether it was cash or card payment method. ![Payment information to be filled in.](https://support.caremaster.com.au/api/attachments.redirect?id=726f27e0-df4b-4630-84e5-ff3dd2109347) Once you have submitted the payment information, you can see the fare collected box get updated with what you said you collected. ![Total collected displayed](https://support.caremaster.com.au/api/attachments.redirect?id=87723b5c-38e9-4e60-b390-59e145652950) ### Confirm The Pickup After taking the payment, you can now confirm that you are picking up the client. Click on “confirm pickup button. ![](https://support.caremaster.com.au/api/attachments.redirect?id=789b878b-1719-450b-9c53-05597d7beac3) It will follow up with a confirmation of the pick up ![Confirm that you are picking up that client, this helps prevents mistakes.](https://support.caremaster.com.au/api/attachments.redirect?id=08023c72-5ecb-4235-833f-b93ffc9ed277) Once the confirmation has been confirmed for the pickup, that pickup box for that client will go to the bottom of the vehicle run list and change to green, indicating it has been completed. ![Pick up complete.](https://support.caremaster.com.au/api/attachments.redirect?id=d9d27995-318d-4d85-b250-eb601da4a560) ### Group Pickup **THIS FEATURE IS GETTING A REWORK** - If you are picking up multiple clients at the one stop, there is a group pick up button at the very top of the screen, saving you time so you don’t have to individually “confirm pickup” for each client. Click on the group pickup button. ![The group pickup button replaces the spot of the "start Journey" button after starting.](https://support.caremaster.com.au/api/attachments.redirect?id=53dd5e57-6e79-429e-9b01-9f9a50a8b34b) After clicking on the group pickup button, you will get various options to select. You want to select the group of trips at the requested pick up time. It will show you how many trips are waiting for pickup underneath that time. Select the right time slot and hit submit. This will pickup all the clients at this pickup time. ![Select a pick up time slot you are picking the group up at.](https://support.caremaster.com.au/api/attachments.redirect?id=699d6c7a-d62f-4402-af9d-cc19223c2c38) ### Cancelling The Pickup If you require the cancel the pickup for this client because they did not answer the door, or they informed you that they can no longer go, this can be done before “taking payment” or “confirming pickup” by clicking on the Red Circle with the “x” in it. ![](https://support.caremaster.com.au/api/attachments.redirect?id=282a85ba-5e56-44bc-a48b-440602cb8436) The next pop up box will allow you to submit a reason for the cancellation, as well as give you the ability to cancel any other legs of the client’s trip for that day, meaning you can cancel the return home leg also. ![Additional cancellation information and ability](https://support.caremaster.com.au/api/attachments.redirect?id=6adae117-749b-4ba7-aeba-4ff452d7dc6b) Once you have cancelled this trip, it will remove entirely of your vehicle run. The only way to get this back if you made a mistake is to contact the office to rectify the issue. ### Revert Request for Pickup If you accidentally confirmed pickup on the wrong client, you can click the “hand” symbol at the top right of the trip box to send a revert request to the office for that pick up action. This means that it will revert back to it’s original state when approved, allowing you to click “confirm pickup” again when needed. NOTE: This action can only be done on the pickup legs. ## ![Find the completed leg and click on the revert request button. This will revert this pickup back to original status to be picked up again.](https://support.caremaster.com.au/api/attachments.redirect?id=07e99c4b-364d-4381-9d60-db66ae5f9563) ### Your First Drop-off ### Confirm the Drop-off Now that you have picked up your first client, you now need to drop them off. You will now see the next trip box showing the drop off information. Once you have arrived to the drop-off destination, you can click “confirm dropoff” ![](https://support.caremaster.com.au/api/attachments.redirect?id=892666c7-584c-4d0a-863f-69d5f868a4ed) Again, the confirmation of drop-off box will pop up, confirm the drop off. ![Confirm that you are dropping off that client, this helps prevents mistakes.](https://support.caremaster.com.au/api/attachments.redirect?id=e4e10e41-b830-4de2-8880-d7bbf055c176) ### Group Drop-off **THIS FEATURE IS GETTING A REWORK** - If you are dropping off multiple clients at the one stop, there is a group drop-off button at the very top of the screen, saving you time so you don’t have to individually “confirm drop-off” for each client. Click on the group drop-off button. ![Group Drop-off button only appears if you have picked up a client already and you have them onboard.](https://support.caremaster.com.au/api/attachments.redirect?id=8809c2c5-35e7-4fd5-a0e9-6a1bb10e776d) After clicking on the group drop-off button, you will get various options to select. You want to select the group of trips at the requested drop-off time. It will show you how many trips are waiting for drop-off underneath that time. Select the right time slot and hit submit. This will drop-off all the clients at this drop-off time. ![Select a drop-off time slot you are dropping the group off at.](https://support.caremaster.com.au/api/attachments.redirect?id=418f7a59-0b7b-471d-8b7f-56e6265b37dd) ### Add Stop **THIS FEATURE IS GETTING A REWORK:** Additionally before you confirm pickup, you will be able to add an additional stop on the way to the original destination. For example, if the client wanted to stop by the bank on the way to the doctors, you could add this additional stop in yourself by clicking on the blue circle with the “+”. ![](https://support.caremaster.com.au/api/attachments.redirect?id=391a05a3-0f21-4681-b9ab-e2b8555ae346) Next box will allow you to search the location for the additional stop. After selecting the location and submitting, it will be designed to add an additional stop to this location. ![Searching for the appropriate address for the additional stop](https://support.caremaster.com.au/api/attachments.redirect?id=d2df7cd4-b12c-4c4c-af70-adcaf9b1456b) ## Ending The Vehicle Run ### Progress Bar You will notice a progress bar down the bottom of the vehicle run page, this progress bar shows you where you are up to in terms of your pickup and drop-off actions. Each circle displayed is an action for the day, whether that is a “pickup” or “drop-off”. Each time you confirm a pickup or drop-off, the progress circles will be filled in green. To officially end your run for the day, you have to ensure all actions have been completed, ![Reach the end to be able to END your run.](https://support.caremaster.com.au/api/attachments.redirect?id=fe0fb5a9-b336-46b8-9a49-d01b7efa0e05) ![Completed progress bar](https://support.caremaster.com.au/api/attachments.redirect?id=9617ada8-e33c-4342-9547-9dddc26a26d5) ### End Run Once you have completed all your actions for the day, a red circle with “End” in it will appear up the top of your vehicle run, click on this to end your run. Make sure you end the run once you have arrived back at the vehicle depot location and not at the last drop-off. ![End your run](https://support.caremaster.com.au/api/attachments.redirect?id=2ebb5e80-0ad6-4bc6-a877-089f994cd48c) ### End Odometer The next pop up box will be the end odometer box. Ensure you put the odometer reading of the vehicle once arriving back to the vehicle depot location. ![End odometer reading of the vehicle at the end of the day](https://support.caremaster.com.au/api/attachments.redirect?id=fc7b287e-49a0-4ce3-947c-59ac6b906da0) ### Post Departure Checklist The last pop up box will be your post departure checklist that your organisation has set for you. Complete this the same way as the pre departure checklist and hit submit. ![Post departure checklist](https://support.caremaster.com.au/api/attachments.redirect?id=de7177bd-cb20-4a64-a8c5-105a1c44ef7c) ### Run Summary You now will be shown the summary of your day which you can cross reference money collected etc. You can click logout, which will log you out of the app. ![](https://support.caremaster.com.au/api/attachments.redirect?id=d9c2460a-5e4c-4b29-aa47-ea64fafefed0) ## Driver Friendly Quick Reference Guide Please find a PDF version of a print-friendly driver guide that can be used for training purposes [Driver App – Quick Reference Guide.pdf 552956](https://support.caremaster.com.au/api/attachments.redirect?id=0eaa3ef1-da7c-48b9-9099-4eb23cf9738b)