If you’re unsure of the exact time the rider will need to be transported, you can opt to book the ride as a will call instead. Will call rides will be booked as placeholder within Roundtrip but will need to be launched once the pickup time is known. Depending on the level of transportation booked, will calls can be launched by a Care Coordinator in Roundtrip, by having a staff member or the rider call into Roundtrip’s Navigation Center, or the rider may text to launch the ride (for rideshare only).

For rideshare rides, riders will have the option to text to launch their will call if they have text notifications enabled at the time of booking. These riders will be reminded via text to launch their will call ride once they are ready to be picked up. Riders may then text “GO” to (215) 309-9702 to launch their ride.

For all other levels of transport, riders will need to call to launch their will call rides even if they have text notifications enabled. Continue reading below to learn more about these launch methods instead.

For rideshare rides, riders or staff members may contact Roundtrip’s Navigation Center at (877) 396-8080 for assistance with launching the will call. Once our agent locates the ride in question, the ride can be launched and begin finding a rideshare driver. Once a driver is found, your rider will be kept informed via their preferred notification method.

For non-rideshare rides, riders or staff members may contact the assigned Transportation Partner directly or contact Roundtrip’s Navigation Center at (877) 396-8080 for assistance with launching the will call. The path may vary slight depending on the current status of the ride:

If the ride is claimed and the assigned Transportation Partner is contacted directly, the rider or staff member can advise that the rider is ready for pickup. Typically the assigned Transportation Partner will provide an ETA for their driver so the rider knows when to expect their ride.

If the ride is claimed and Roundtrip’s Navigation Center is contacted, our Navigation Center will attempt to contact the assigned Transportation Partner to inform them that the rider is ready for pickup. Typically the assigned Transportation Partner will provide an ETA for their driver which will be relayed back to the staff member or rider.

If the ride is not yet claimed, our Navigation Center can assist with launching the will call ride. Once launched, the ride will be sent out to the Roundtrip Community to be reviewed by our Transportation Partners in the area.

Staff members with Roundtrip access also have the ability to launch will calls right within the portal. The next steps vary slightly depending on the level of transport booked:

To launch a scheduled will call transport, you will first need to confirm that your currently assigned group aligns with the group the transport is booked under. If your groups are not aligned, you won't be able to proceed with launching the will call.

To confirm the group the transport is booked under, you can review the Trip Details page. Navigate to the specific transport within Roundtrip. First, there will be a banner at the very top of the page which will display which group it was booked under. If no group is listed, your account is already under the correct group.

You can also verify the group the ride was booked under by expanding the “Facility” tab in the Trip Details and confirming the requesting facility name.

To confirm your currently assigned group, view the group name listed in the upper right corner of the portal.

To update your current assigned group, simply click on this field to reveal a dropdown menu. This menu will include all of the groups that you have access to within your organization. You can scroll to find the appropriate group or use the search feature to easily find a specific group.

Once you’ve found the appropriate group, simply click on the group name to align yourself to that group. You’ll receive a confirmation banner to confirm the group change and you will see the updated group name in the upper right corner.

If the rider is scheduled for a rideshare transport, launching the will call is simple. You’ll need to set the ride time in order for the ride to launch - there’s two ways to do so:

From the “Trips” Page, locate the ride that needs to be launched. Hover over the date and time field to reveal the “Set Time” button. Click this button to continue.

From the “Trip Details” Page, locate the “Set Ride Time” button near the top of the page. Click this button to continue.

Either option will open a pop-up window for you to choose the ride time. For rideshare rides, the default option will be to “Leave Now”, meaning Roundtrip will begin finding a driver immediately once you click “Update”.

If you click the dropdown for “Leave Now”, you can choose to set a pickup or drop-off time instead. These options will allow you to choose an exact time for when the ride needs to launch. Once you’re satisfied with your selection, click “Update” to save your changes and the new ride time will be set. Depending on the ride time selected, the ride may launch immediately or it will launch 5-20 minutes prior to the requested time to begin finding a driver (based on your organization’s settings).

For non-rideshare rides, the experience of launching rides within Roundtrip is similar to that of rideshare rides. The main caveat is that an extra step may be needed depending on whether or not there is already a Transportation Partner assigned to the ride:

If a Transportation Partner is already assigned to the ride, we recommend calling the Transportation Partner directly to launch the will call rather than just setting a ride time in the Roundtrip portal. You may also contact our Navigation Center for assistance with calling the assigned Transportation Partner to launch the ride.

If the ride does not have a Transportation Partner assigned, launching the will call in the Roundtrip portal is simple. You’ll need to set the ride time in order for the ride to launch - there’s two ways to do so:

From the “Trips” Page, locate the ride that needs to be launched. Hover over the date and time field to reveal the “Set Time” button. Click this button to continue.

From the “Trip Details” Page, locate the “Set Ride Time” button near the top of the page. Click this button to continue.

Either option will open a pop-up window for you to choose the ride time. You can choose to set a pickup or drop-off time. These options will allow you to choose an exact time for when the ride needs to launch.

Once you’re satisfied with your selection, click “Update” to save your changes and the new ride time will be set. Once launched, the ride will be sent out to the Roundtrip Community to be reviewed by our Transportation Partners in the area.