Handling After‑Hours Emergency Service Call Dispatch
This policy establishes a mandatory protocol for dispatching fleet resources during non‑business hours, ensuring rapid response, driver safety, and full regulatory compliance. It applies to all on‑call dispatchers, duty managers, and emergency drivers.
After‑hours emergency service calls represent a high‑liability exposure for fleet operators. Delayed response, unqualified dispatch, or non‑compliance with hours‑of‑service regulations can result in significant financial loss, legal penalties, and reputational damage. This policy mandates a standardized triage and dispatch workflow that prioritizes safety, documentation, and regulatory adherence. Every emergency call received between 6:00 PM and 6:00 AM local time (or outside scheduled operating hours) must be routed through the on‑call dispatcher and logged in the official fleet management system within 15 minutes. Failure to follow this procedure constitutes a Class A violation and will result in immediate corrective action up to and including termination.
This policy applies to all fleet vehicles, drivers, on‑call dispatchers, and duty managers operating under the corporate transportation authority. It covers emergency service calls requiring immediate dispatch of one or more fleet units for breakdown, accident response, hazardous material containment, or urgent customer support. It does not apply to planned after‑hours maintenance work (see SOP‑LPM‑004: Scheduled Maintenance Windows) or non‑emergency late shift deliveries (SOP‑LPM‑007: Extended‑Hour Logistics). Every driver and dispatcher must acknowledge receipt of this policy annually via electronic signature.
- All after‑hours dispatches must comply with applicable hours‑of‑service (HOS) limits. No driver may exceed daily or weekly maximums without documented emergency exemption and supervisor approval.
- Every dispatch must be recorded in the electronic logging device (ELD) or approved paper log within 15 minutes of call intake. The record must include call time, nature of emergency, unit dispatched, driver name, and estimated duration.
- No driver shall be dispatched after having worked 14 consecutive on‑duty hours. A mandatory 8‑hour off‑duty period must be enforced before accepting an after‑hours emergency assignment, except in declared force majeure events approved by the VP of Fleet Operations.
- On‑call dispatchers must maintain a dedicated, redundant communication channel (e.g., cellular + satellite backup). All voice logs and text communications must be archived for a minimum of 90 days.
- Only pre‑qualified drivers holding current endorsements (e.g., hazmat, tanker, air brakes) may be dispatched for calls requiring specialized equipment. The dispatcher must verify credentials before assignment.
- On‑Call Dispatcher — Primary responder for emergency calls; triages severity, assigns driver, logs incident, and escalates if needed. Must complete monthly after‑hours dispatch simulation training.
- Duty Manager — Authorizes dispatching exceptions (e.g., exceeding HOS limits in emergencies), approves emergency expense overrides, and ensures backup coverage for absent dispatchers.
- Emergency Driver — Remains within 30‑minute response radius during on‑call shifts; conducts pre‑trip inspection before departure; communicates arrival and departure times; submits incident report within 1 hour of job completion.
- Fleet Compliance Officer — Audits after‑hours dispatch logs weekly, identifies non‑compliance patterns, and recommends corrective training or policy updates.
- VP of Fleet Operations — Ultimate authority for approving permanent after‑hours dispatch framework changes and declaring force majeure events.