WINTER suRvIval guide
on cAll
Behind the scenes at a
CAA Dispatch Centre
Sabrina Bradley
has helped innumerable drivers and
their vehicles get back on the road.
AS A CAA DISPATCHER,
What is the primary job of
a dispatcher?
Getting service out to our members
as soon as possible. Beyond that,
we ensure all call information is
correct so drivers can efficiently find
our members, and we keep members informed of the status of their
call. Driver safety is also a top priority: We’re in constant contact with
them so we know they’re safe while
on the road.
In what ways does technology
help to make the dispatching
process more efficient?
Our Winnipeg and Brandon fleet
drivers receive their calls on Samsung
Note 4 devices, which eliminate the
need for call details to be read manually over the two-way radio. This
decreases the chance of information
getting lost in translation. We also see
the drivers on GPS, which eliminates
any guesswork about their location.
Members in Winnipeg and
Brandon can also be sent a link
to our Service Tracker so they can
follow the driver’s progress once they
are en route.
With winter coming up quickly,
how can members prepare their
vehicles for the harsh weather?
Before the snow and deep freeze
really sets in, have your vehicle’s battery tested. CAA’s mobile battery service will come to you in Winnipeg
or Brandon—to test your battery and
make sure it’ll get you through the
season. If you need to buy a new
battery, we’ll install it for free.
And I can’t stress enough the
importance of plugging in your vehicle. Even if it’s brand new, it’s easier
to start a warm engine, and reduces
the wear and tear on key components.
Plug in when temps hit -15 C or below.
What method of contact is best
for members in need of urgent
assistance?
The fastest way to get a request into
our system is to use the CAA mobile
app on your smartphone. Using
the app instead of calling in means
there’s no risk you’ll have to wait
on hold for the next available telephone operator.
Download the free CAA mobile app
at caa.ca/mobile
AnAtomy of A Rescue cAll
bRadlEy: thomas fRickE
A disabled vehicle in winter is not only inconvenient, it can be dangerous. Here’s how
CAA Manitoba and its employees work to get you out of a jam as quickly as possible
IF IT’S NOT AN
EMERGENCY
calling from home?
an automated
attendant gathers
your information and
immediately initiates
a service request.
STUCK ON
THE STREET?
Roadside calls are
directed to a call
counsellor, who
assesses your safety
and circumstances,
and records other key
details.
CREATE A
RESCUE PLAN
a dispatcher uses the
information to send
the appropriate truck
as soon as possible.
(different problems
and vehicle types
require the help of
different trucks.)
WHILE YOU WAIT
the information is
sent to the truck
operator. meanwhile,
the dispatcher strives
to stay connected with
the member, providing
status updates by
phone, text or email.
HIP HIP, HOORAY!
caa arrives at your
breakdown location
to get you out of
the cold and on your
way again.
CAA manitoba
WintER 2016
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