Frequently Asked Questions
Below are some questions that are frequently asked by transportation providers who are contemplating entering into a business relationship with ALC, as well as frequently asked questions by transportation providers currently contracted with ALC. Please review these questions and the responses carefully and make sure to keep them in mind when you are deciding if a business relationship with ALC is right for you.
ALC & Me
- What does ALC do?
- What is my relationship with ALC?
- What does it mean to be an independent contractor of ALC?
- How much business can I expect to receive through ALC?
- How am I compensated for the services I provide for ALC's clients?
- How often will I receive payment for the transportation services I provide?
- How much can I earn servicing trips through ALC?
- Do I need to invoice ALC's client to get paid?
How Do I Get Started?
- How can I learn more about entering into a business relationship with ALC?
- What insurance limits will I need to obtain and maintain to operate my business?
- What kind of equipment will I need in order to receive and fulfill service offers through ALC?
- Which Android devices are compatible with ALC's app?
- Does the ALC app cost anything and if so, how much?
- Will the ALC app automatically update?
How Do I Service Trips Using the ALC MDD App?
- I've installed the ALC MDD app, but I can't log in. What do I need to do in order to be able to receive a service offer?
- What does "Accept" or "Reject" a service offer mean?
- What is posting? Why should I post? Do I have to post?
- What does "onsite" or "arrive" mean?
- What does "no show" mean?
- What happens when the trip information doesn't come through after I click "Accept"?
- What should I do if I lose signal and can't send the trip data?
- How long should I expect to wait when I send a request to talk to dispatch?
- What do the icons at the top of the ALC MDD App mean?
What Else Do I Need to Know?
- What are "Night Prior Business Opportunities"?
- How can I get on the Night Prior Business Opportunities list?
- Are trips tentatively reserved for me as Night Prior Business Opportunities guaranteed to be offered to me the following day?
- When will I find out whether I will actually be offered any trips that are tentatively reserved for me the next day?
- If I do not have any tentatively reserved potential service offers through the Night Prior Business Opportunities list, when will I receive service offers?
- What do I do if I am in an accident/incident while transporting an ALC client?
- Can my friend who isn't contracted with ALC and works with me use the same login ID and PIN to service trips?
- What is the contact information for the different departments at ALC?
ALC & Me
A: ALC coordinates local transportation resources to meet the transportation needs of our customers.
ALC is a national transportation coordination company. ALC has established relationships with health care facilities, insurance companies, school districts and public transit agencies throughout the United States. ALC has agreed to manage and coordinate its clients' transportation needs and contracts with independent transportation providers, such as you, in order to fulfill its clients' transportation needs. ALC does not provide transportation, does not provide vehicles, and ALC does not employ any drivers.
A: All transportation providers who work with ALC have entered into a business agreement. You may be an independent contractor who has a direct business relationship with ALC, or you may work for a company who has the business relationship.
As a transportation provider, you are not an employee of ALC. If you are currently providing and are properly licensed to provide passenger transportation as an independent contractor, then you may be eligible to enter into an independent contractor arrangement with ALC. If you own a transportation business, then you may be eligible to enter into a service provider agreement with ALC wherein you and/or your employee drivers are eligible to provide transportation service as a subcontractor to ALC. If you are an employee of a transportation provider that is contracted with ALC, then your relationship is with the transportation provider.
A: Independent contractors are legally defined as a business that is contracted to work with ALC. An independent contractor of ALC is NOT an employee of ALC.
Independent Contractor is a technical legal term. However, in essence, it means that you are a self-employed business person working independently from ALC. As a self-employed independent contractor/business person, you are not an ALC employee and you are not controlled or directed by ALC. You are free to operate your business however you see fit within the bounds of the law and requirements of the clients that you choose to service. You can elect to do business with ALC as often or as little as you like, it is entirely up to you. You can keep all of the proceeds as quantified at the time of the service offer for the trips that you elect to service but you will also be responsible for the costs and risk of owning your own business. The exact terms of your independent contractor relationship with ALC will be contained in your agreement with ALC and you are encouraged to read that agreement very carefully and ask any questions that you may have before you make the decision of whether you want to do business with ALC.
A: ALC does not have control over the volume of trips available, and many factors can influence how many of the available trips are available to you.
It is impossible to predict the volume of business that will be available through ALC dispatch at any given time. Therefore it is important for you to understand and consider ALC as a supplemental source of potential business and income for you. ALC does not guarantee that you will receive any business at all. You should not assume that ALC will be your sole business or income source.
A: Each time a trip is offered to you, it will show you the value of that trip.
When you receive a service offer through ALC you will know the monetary value for that trip. As a service to you, ALC collects fees for trips from its clients and then distributes payments. A daily summary reflecting all of the trips you have serviced the day prior is made available through the ALC web site. A weekly summary reflecting all of the trips you serviced the week prior is also made available on the ALC web site.
A: ALC distributes payment to transportation providers each Friday. You have the option to receive payment by way of a check or through Automatic Deposit.
A: The amount you earn will vary greatly depending on various factors.
This can vary greatly. As indicated above it is impossible to predict the volume of business opportunities that may be available to you through ALC. Additionally, ALC contracts with numerous and diverse clients, each with unique and specific pricing agreements. Each trip offered to you will state the pickup city of the trip, mileage of the trip, the type of vehicle required to service the trip (wheelchair or ambulatory) and the payment amount for successful completion of the trip. When a trip is offered to you, it is entirely up to you to make the business decision of whether to accept or reject the service offer.
A: No. As a service to you, ALC collects fees for trips from its clients and then distributes payments.
How Do I Get Started?
A: Visit us in person, or email us.
Please visit one of our local offices, or email us at [email protected] to discuss business opportunities with ALC and to review and consider a service provider or independent contractor agreement. When you come to the office, make sure to bring proof of:
- Properly Licensed Vehicle
- Commercial Vehicle Insurance
- Applicable Permits and Licenses
A: You will need limits of 150/150/50K Split limit, 150,000 combined single limit.
ALC's insurance carrier requires all transportation providers contracting with ALC to maintain a minimum of $150/$150/$50k split limit, $150,000 CSL, by a company with a rating of B or better and no livery exclusion. There are other clients with contracts that may require additional insurance which you would need if you want to be eligible to receive service offers for those clients.
A: The minimum requirements are a properly licensed vehicle and an Android or iOS wireless device.
A properly licensed and insured vehicle and an Android or iOS device with a data plan are the only two pieces of equipment needed to start acquiring business opportunities through ALC. As part of your business expenses, you are responsible for purchasing your own device and for the monthly data plan. Currently, transportation providers use vehicles ranging from a fuel-efficient Prius to a school bus. Some trips may require a lift, but our clients offer trips suitable for ambulatory-only vehicles with ramps as well. The Android/iOS device and ALC's free provider app are needed to receive a service offer from ALC. The app allows ALC dispatch the ability to offer you a trip, and then lets you communicate your decision to either accept and service the trip, or to decline the service offer.
A: ALC's provider app works on most Android devices running version 4.1 or later of the OS, and all iOS devices running version 7.1 or higher.
A: No, the app is free.
For Android devices: Simply go to the Google Play Store and search for "ALC MDD" if you plan to service school trips or "ALC NEMT MDD" if you plan to service medical or government trips. Download and install the application. We suggest you click the box that allows for the application to be automatically updated. This will keep you up to date with the latest version our team releases.
For iOS devices: Open Safari and in the search bar type "j.mp/alc-mdd". Tap the Install button. When the dialog box pops up, tap Install.
A: Yes, if you have permitted it.
For Android devices: If you check the box that allows for the automatic update, the application will update each time a new version is released. If you are running an older version of the software, the application will require you to update to the latest version before allowing a valid sign-in. If this happens, you will be redirected to the Google Play Store and given the option to upgrade. You can select upgrade and we also recommend you click the box that allows for the automatic update.
For iOS devices: iOS devices do not have an automatic update option. When there is a new release, you will be promted to update the app the next time you sign in.
How Do I Service Trips Using the ALC MDD App?
A: In order to receive a service offer you will need to have an executed contract with ALC and show proof of the documentation mentioned above. Once that is in order, you will need to work with our Driver Support Team to be issued a login ID and pin. New drivers will be given a temporary PIN by an ALC field representative. When logging in for the first time, enter the temporary Pin in the Old Pin field and then create a new PIN and enter it in both the New Pin field and the Re-Enter Pin field. Tap the Change Pin button and use the new PIN on the subsequent login screen.
A: ALC dispatch communicates offers of business opportunities to transportation providers who are signed into the ALC app and posted. If a trip is offered to you, you can accept that service offer, decline it, or not respond (which will be treated as a decline). If you accept a service offer, detailed specifics regarding the trip will be sent to you and you are then under contract to service the trip. Once you have successfully serviced the trip, you will be paid the amount included in the service offer you accepted.
A: When you select "post" in the ALC app, you are letting dispatch know you would like to receive service offers. You should only post in areas where you are properly licensed and permitted to provide service. You are never obligated to post. Posting does not guarantee service offers nor does it commit you in any way to accept an offer. If you would not like to receive service offers, you can choose not to post or sign in. You are always free to accept or decline service offers.
A: "Onsite" or "Arrive" is how you communicate to ALC the time that you arrived at the location of the pickup address of our clients. "Onsite" or "Arrive" is different from "Pickup." "Pickup" indicates the passenger is successfully loaded in your vehicle. This information is necessary for ALC to invoice and provide reporting to our clients as well as successfully pay transportation providers.
A: "No Show" means the passenger was not at the pickup address or is refusing transportation. A "No Show" sent via the ALC app lets dispatch know the passenger is not at the pickup address or is refusing transportation. In most cases a "No Show" fee is paid to the transportation provider. "No Show" information is necessary for ALC to invoice and provide reporting to our clients as well as successfully pay transportation providers.
A: Sometimes it helps to reboot your Android device, sign back into the ALC app and then send a message to dispatch asking them to re-offer the trip.
A: If you are servicing a non-school trip, you may contact dispatch at 877.225.5672 to communicate the data necessary for ALC to compensate you for the trip. If you are servicing a school trip, please call the ALC dispatch school phone number at 877.225.7750 or the ALC district specific phone number related to the district you are servicing.
A: Our goal is to call you back within five minutes. We suggest that you call back into dispatch if you have not received a call back after ten minutes. If you are having any type of emergency, we suggest you push your Emergency or Report Incident button in the ALC app and call into dispatch.
A: There are four informational icons found at the top of the ALC MDD App:
1. Hamburger Icon. Clicking this icon will open a menu where you can navigate back to the Home page, send a Request to Talk, send a text message, report an incident or sign out of the app.
2. Car icon with a number in an orange circle.
This shows the current number of potential service offers that could be offered to you during the rest of the day should you decide to post. Just as you are not required to accept any service offer transmitted to your MDD, ALC is under no obligation to offer these "tentative service offers" to you at time of service. The tentative service offer icon is not a representation of warranty by ALC that all or any of the potential service offers may be offered to you or available at the time of service. Again, these are potential service offers that could be offered to you should you decide to post.
3. Message box icon with a number in an orange circle.
This shows how many messages from ALC dispatch are waiting to be read. You can access the messages by clicking the Home icon and selecting Dispatch Messages.
4. Async Packet Indicator.
This displays the number of packets that have not been sent to the ALC server. Signing out with undelivered packets may create problems with billing the client for the trip, as we need all of the information from the MDD to bill the client.
5. MDD information box.
This contains the MDD number that is associated with your Driver ID and secure login. It will also tell you which status you have selected. Some examples are "Not Posted", "Posted", and "Inservice". If you are "Not Posted" the entire top bar will be red, meaning trips will not be offered to you. If the top bar is blue, which means you are letting dispatch know you would like to receive call offers or that you are currently in service of a trip.
What Else Do I Need to Know?
A: "Night Prior Business Opportunities" are potential trips that are identified near your desired service area that are tentatively reserved to be offered to you the following day. There is no guarantee that "Night Prior Business Opportunities" are actually offered to you the following day because changes sometimes occur. If the tentative reserved trips are formally offered to you the following day, it is still your own choice to accept, reject or not respond to the service offers.
A: Call ALC during evening hours and speak with a dispatch operator. There may be a waiting list if other transportation providers have filled the Night Prior Business Opportunities list, or there may not be an opportunity for your desired service area.
A: No. Night Prior Business Opportunities are potential trips that are identified near your desired service are that are tentatively reserved to be offered to you the following day. There is no guarantee that Night Prior Business Opportunities are actually offered to you the following day because changes sometimes occur. If the tentatively reserved trips are formally offered to you the following day, it is still your own choice to accept, reject or not respond to the service offers.
A: If you are on the Night Prior Business Opportunities list, you should receive information regarding tentatively reserved service offers for the following day by 8:30 PM the night before. Unless a change occurs which renders ALC unable to offer you the tentatively reserved potential service offers the night before, these service offers will be formally communicated to you via the MDD 45 minutes prior to the due time if you have posted using ALC's app. Again, it continues to be your choice to accept, reject or not respond to the service offer.
A: If you choose to post using ALC's app, trips will be offered as they become available. There is no guarantee that you will be offered trips when posted.
A: Ensure that everybody is OK, call 911 or the police, and inform ALC as soon as possible.
First, please check on the condition of everybody in your vehicle and then call 911 or the police as necessary. Call dispatch to report the accident/incident so that we may notify our client and review any specific accident procedures at that time.
A: No. Your Login ID and PIN should be kept confidential and never shared with anyone.
All drivers must be contracted with and vetted by ALC before receiving their own confidential Login ID and PIN. If you lose or forget your Login ID or PIN, you can contact our Driver Support Team to confirm your identity and have your Login ID and PIN reset.
A: Paratransit and NEMT Dispatch: 877.225.5672
School Dispatch: 877.225.7750
Driver Support: 899.999.3371, Option 3