Delivery Team Lead Training

Introduction to your role

Your role is to be the coordinator of the supermarket or areas you are assigned and work with the volunteers to ensure the orders are delivered promptly and correctly.

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The process you need to follow

Step 1
Volunteers
1
You will need a pool of volunteers. Please feel free to recruit them through your networks.

2
Set up a volunteer roster or get an indication of who is available when.

3
The number of volunteers needed per day will depend on grocery demand - this may require some trial and error. For example new volunteers will be able to do a maximum of two - three deliveries each (depending on the size of order). Adjust as needed from there.
4
If possible, select volunteers from across a range of suburbs - and prioritise locations where deliveries are concentrated - to minimise driving distance for volunteers.

5
Make sure volunteers are aware of their schedule in advance, e.g. via text/ email/ WhatsApp or FB messenger.

6
Lastly, check volunteers are able to take photos of the receipt and send them to you from the store
Step 2
Day before grocery pick up / delivery
You will receive an email at 2 pm each day with an order list and individual order forms.

Confirm with volunteers that they are available and happy to complete their assigned orders (e.g., via text, Facebook message, or phone call).

Email shopping lists with order IDs to volunteers. Make sure you've got confirmation they're available first.

Reminders to give to the volunteers;
Not to exceed the authorised amount.
To request Club Card discounts.
To label the bags with the customer's name and bag number. E.g., If there's 3 bags; 1/3, 2/3, 3/3.
If delivering to a retirement village or rest home, to deliver before 4pm. Also, write the apartment number on the bag if provided.
To call the customer on the way to the delivery to make sure they know the delivery is arriving.
To write the volunteer's name and order number on the receipt they send to you.
Ask them to confirm with you once they have completed all deliveries.
Order form example:
Step 3
Day of grocery pick up / delivery
From when your volunteers arrive at store, be ready (i.e., have your phone close by) in case volunteers run into issues.

Once volunteers have picked up orders (usually 20 minutes ~ 1 hour), they’ll send you a photo of the order receipt and photos of the delivery being completed (pictures of where they left the bags).

Once you have received receipts, check that the order has not exceeded the authorised amount.

Upload receipts and photos to your designated folder in google drive. Make sure to rename these to the relevant order numbers.

Reimbursements

Kia tūao, e tū ki te ao

Grocery Delivery Completed Form

Uploading Receipts to the Google Drive

Remember to upload the receipts for orders onto the Google Drive folder you were provided. The video below shows you how:

You can also find the Google Drive for Receipts through the link below. Simply navigate through till you find the folder for your organisation / area.

Receipts folder

Fuel Reimbursement

We are happy to reimburse volunteers directly for $5 per order to help cover the cost of petrol. They will need to fill up a quick form in order for us to be able to process this. Find that form below:

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Other Expenses

We are more than happy to reimburse volunteers for any other expenses they incur along the way too. Whether they've had to pay for bags at the supermarket or anything else, we are happy to get the money back to them.

You can ask your volunteer manager to help set this up with our accounts team.

Time to take a short quiz!

Click here to start the quiz!

Before you start as a Chief Picker, please check your understanding of our process.

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Want to go back to a particular question?

The order form with customer details

Check your understanding

It's really important you follow the process when shopping, purchasing and delivering groceries. Please take a moment to answer the questions below so we can make sure you understand.

What do you email to your volunteers the night before?

A picture

The order form with no customer details

The order form with customer details

Check your understanding

What do you email to your volunteers the night before?

That's right!

Yes - send the whole order through

Next question

Check your understanding

It's really important you follow the process when shopping, purchasing and delivering groceries. Please take a moment to answer the questions below so we can make sure you understand.

Where do you upload the picture of the receipt the volunteer sends you?

SVA Google Drive

To email

Onto your computer

Check your understanding

It's really important you follow the process when shopping, purchasing and delivering groceries. Please take a moment to answer the questions below so we can make sure you understand.

Where do you upload the picture of the receipt the volunteer sends you?

SVA Google Drive

That's right!

Yes - upload into the receipt file

Next question

Yes, they can spend as much as they want

Check your understanding

It's really important you follow the process when shopping, purchasing and delivering groceries. Please take a moment to answer the questions below so we can make sure you understand.

Can the volunteer go over the authorised amount?

No, but it's okay sometimes

No, SVA have to pay for anything over this amount

No, SVA have to pay for anything over this amount

Check your understanding

It's really important you follow the process when shopping, purchasing and delivering groceries. Please take a moment to answer the questions below so we can make sure you understand.

Can the volunteer go over the authorised amount?

That's right!

We must remind volunteers regularly they cannot go over the authorised amount as we can only charge the customer up to this amount. SVA has to pay for anything over.

Next question

Check your understanding

It's really important you follow the process when shopping, purchasing and delivering groceries. Please take a moment to answer the questions below so we can make sure you understand.

What is the timeframe we need to deliver the orders in?

8 - 10 Hours

24 - 48 Hours

48 - 72 Hours

Click here for some helpful reminders

Check your understanding

It's really important you follow the process when shopping, purchasing and delivering groceries. Please take a moment to answer the questions below so we can make sure you understand.

What is the timeframe we need to deliver the orders in?

24 - 48 Hours

That's right!

Yes - ideally we deliver orders within 24 hours.