Welcome to the NV Rides Training Hub
Your central resource for learning how to use the Assisted Rides platform. Choose your section below to get started.
Volunteer Training
Learn how to log in, find available rides, pick up requests, and manage your assignments — all in a few easy steps.
→ Log In & Set Your Password
→ Find & Pick Up Rides
→ Manage Your Requests
Staff & Office Volunteer Training
Learn how to create and manage members, run reports, schedule trips, handle notifications, and process pending request emails.
→ Create & Manage Members
→ Running Reports
→ Scheduling Trips
→ Notifications & Pending Emails
📌 About This Guide
NV Rides is a network of organisations providing volunteer transportation and services across the region. The platform used to coordinate all of this is Assisted Rides — connecting volunteers with clients who need transportation and other services.
Each organisation within the NV Rides network manages its own volunteers independently, through their own staff and office helpers. NV Rides does not communicate directly with volunteers — all coordination, scheduling, and support is handled by your organisation's staff.
This hub is designed as a practical starting point — covering the core tasks you need to get up and running quickly. It is not intended to be a comprehensive manual. For in-depth documentation, advanced features, and full platform tutorials, Assisted Rides provides a complete library of resources directly within the platform.
New? Start with your section above. Need a quick definition? Check the Glossary anytime.
Each organisation within the NV Rides network manages its own volunteers independently, through their own staff and office helpers. NV Rides does not communicate directly with volunteers — all coordination, scheduling, and support is handled by your organisation's staff.
This hub is designed as a practical starting point — covering the core tasks you need to get up and running quickly. It is not intended to be a comprehensive manual. For in-depth documentation, advanced features, and full platform tutorials, Assisted Rides provides a complete library of resources directly within the platform.
New? Start with your section above. Need a quick definition? Check the Glossary anytime.
💡 Already Logged In? Use the Assisted Rides Virtual Assistant
Once you have access to the Assisted Rides platform, you have a powerful resource at your fingertips — the Assisted Rides Virtual Assistant. It offers detailed, searchable guidance on every feature of the platform.
To access it: look for the Help section in the top navigation bar after logging in. The Virtual Assistant is available at any time and covers topics far beyond the scope of this introductory guide.
To access it: look for the Help section in the top navigation bar after logging in. The Virtual Assistant is available at any time and covers topics far beyond the scope of this introductory guide.
📍 Where to find it: Log in to Assisted Rides → top navigation bar → Help → Virtual Assistant
🎯 Quick Tips for Using This Hub
1
Each tutorial page includes an interactive Scribe guide — a live, step-by-step walkthrough you can follow alongside the platform.
2
Video walkthroughs are available on select pages — look for the ▶ Watch Video button.
3
Unfamiliar with a term? The Glossary covers member types, request statuses, permissions, and more.
4
For anything beyond this guide, use the Assisted Rides Virtual Assistant under the Help section once you're logged in.
Volunteer
Log In & Set Your Password
Everything you need to access Assisted Rides for the first time and set up your account securely.
🔑 Before You Begin
You will receive a welcome email from your organisation (sent via Assisted Rides from mail@assistedrides.com) with a link to set your password. If you haven't received it, check your spam folder or contact your organisation's staff.
Tip: Use a password you'll remember — you'll log in with your email address and this password each time.
📋 Step-by-Step: Set Your Password (First Time Login)
📋 Step-by-Step: How to Log In
🛠️ Troubleshooting
?
Forgot your password? Click "Forgot Password" on the login page and check your email for a reset link.
?
Can't log in? Make sure you're using the email address your organisation has on file. Contact your organisation's staff if issues persist.
?
Account says "Pending"? Your account may still be awaiting approval. Your coordinator will update your status when you're approved.
Volunteer
Find & Pick Up Rides
Learn how your organisation notifies you about available requests and how to self-assign yourself to a ride or service.
📬 How You'll Hear About Available Rides
As a volunteer in an NV Rides network organisation, you have Self-Assign permission. This means:
1. Weekly email — You'll receive an email from your organisation's staff (sent from mail@assistedrides.com, usually once or twice a week) listing all available open requests. Review the list and choose what works for you.
2. Log in any time — You can also log into Assisted Rides at any time to see available (Pending) requests and self-assign directly from the dashboard.
1. Weekly email — You'll receive an email from your organisation's staff (sent from mail@assistedrides.com, usually once or twice a week) listing all available open requests. Review the list and choose what works for you.
2. Log in any time — You can also log into Assisted Rides at any time to see available (Pending) requests and self-assign directly from the dashboard.
Self-Assign means: When you click "Yes, Assign me to this Request," you're instantly confirmed — no need to wait for office approval.
📋 Step-by-Step: Self-Assign to a Request
🎥 Video Walkthrough
📌 Types of Requests You May See
Trips — Driving a client to/from a destination. Can be one-way, roundtrip, or split-trip.
Errands — Picking up something for a client (like a prescription) without transporting the client themselves.
Other Services — Non-driving tasks like Caring Calls or Minor Home Repairs, depending on your organization's programs.
Errands — Picking up something for a client (like a prescription) without transporting the client themselves.
Other Services — Non-driving tasks like Caring Calls or Minor Home Repairs, depending on your organization's programs.
Note: You can only be assigned to request types that match your Volunteer Type(s). If you can't see certain requests, contact your organisation's staff to check your settings.
Volunteer
Manage Your Requests
How to navigate your account, view your assigned rides, complete a request, and withdraw if needed.
📊 Request Status Reference
When you log in, you'll see your requests labelled with status colours. Here's what they mean:
Pending — not yet assigned
Assigned — confirmed, ready to go
Completed — done ✓
Canceled — no longer needed
Abandoned — could not be fulfilled
📋 Step-by-Step: Complete a Request & Add Stops
📋 Step-by-Step: Completing a Request (Full Flow)
📋 Step-by-Step: Withdraw from a Request
⚠️ Important: When to Withdraw vs. Cancel
Withdraw — Use this if you've been assigned but can no longer do the ride. This puts the request back as "Pending" so another volunteer can pick it up.
Cancel — This is typically done by your organisation's staff on behalf of the client when the client no longer needs the ride. Volunteers should not cancel requests unless instructed by their organisation's staff.
Cancel — This is typically done by your organisation's staff on behalf of the client when the client no longer needs the ride. Volunteers should not cancel requests unless instructed by their organisation's staff.
Please give as much notice as possible if you need to withdraw from a request — especially same-day cancellations. Contact your organisation's staff directly if it's urgent.
Staff / Office Volunteer
Create & Manage Members
How to add new members to the system, manage their profiles, filter member lists, and assign volunteer types.
👤 Member Types at a Glance
Manager — Full access including Agency Settings.
Supervisor — Same as Manager, minus Agency Settings.
Staff — Can create and manage member requests (trips, services, errands).
Volunteer — Can be assigned to requests and log in to view/manage their assignments.
Client — Receives services; can view their scheduled rides and make new requests to known destinations.
Supervisor — Same as Manager, minus Agency Settings.
Staff — Can create and manage member requests (trips, services, errands).
Volunteer — Can be assigned to requests and log in to view/manage their assignments.
Client — Receives services; can view their scheduled rides and make new requests to known destinations.
Office Helper: A special Volunteer Type that gives a volunteer the same permissions as a Staff member — useful for volunteers answering phones and creating rides.
📋 Member Statuses
Approved — Active member, can be scheduled.
Pending — Information entered, awaiting background check or additional info.
Inactive — Temporarily away (e.g. travelling), will return.
Archived — Permanently left the organisation.
Declined — Applied but not approved.
Deceased — Record kept for historical purposes.
Pending — Information entered, awaiting background check or additional info.
Inactive — Temporarily away (e.g. travelling), will return.
Archived — Permanently left the organisation.
Declined — Applied but not approved.
Deceased — Record kept for historical purposes.
📋 Step-by-Step: Filter Members to Find Different Member Types
📋 Step-by-Step: Assign Volunteer Types to a Volunteer
🗂️ Volunteer Types Explained
Volunteers must be linked to a Volunteer Type before they can be assigned to that type of request.
Built-in types include: Driver, Errand, and Outreach Program Volunteer.
Your organisation can also create custom Other Services (e.g. Caring Calls, Minor Home Repairs) — these become Volunteer Types too.
Example: A volunteer who wants to drive clients must be assigned the "Driver" Volunteer Type before they appear as eligible for trip assignments.
Built-in types include: Driver, Errand, and Outreach Program Volunteer.
Your organisation can also create custom Other Services (e.g. Caring Calls, Minor Home Repairs) — these become Volunteer Types too.
Example: A volunteer who wants to drive clients must be assigned the "Driver" Volunteer Type before they appear as eligible for trip assignments.
Staff / Office Volunteer
Running Reports
How to generate and customise reports in Assisted Rides to track activity, hours, and program data.
📊 What Can You Report On?
Assisted Rides allows you to run reports filtered by:
• Date range — pull data for any time period
• Member type — volunteers, clients, staff
• Request status — completed, canceled, pending, etc.
• Area or Block — if your organisation uses geographic or programme groupings
• Volunteer Type — filter by drivers, errand runners, etc.
• Date range — pull data for any time period
• Member type — volunteers, clients, staff
• Request status — completed, canceled, pending, etc.
• Area or Block — if your organisation uses geographic or programme groupings
• Volunteer Type — filter by drivers, errand runners, etc.
Tip: Use parameters to narrow down your report before running it — this saves time and produces cleaner, more relevant data.
📋 Step-by-Step: Running a Report with Parameters
💡 Areas & Blocks — What Are They?
Areas allow organisations to separate members and requests into different groups — for example, by geography (different cities or counties) or by programme (transportation vs. nutrition).
Blocks further subdivide within Areas — for example, by transportation provider or insurance coverage type.
If your organisation uses either of these features, you can run reports that are specific to a single Area or Block, or across the whole organisation.
Blocks further subdivide within Areas — for example, by transportation provider or insurance coverage type.
If your organisation uses either of these features, you can run reports that are specific to a single Area or Block, or across the whole organisation.
Staff / Office Volunteer
Scheduling Trips
How to create new trip requests for clients and cancel existing appointments when needed.
🚗 Types of Trips
One-Way — Take a client to a destination with no return.
Roundtrip — Take a client to a destination and return them to the pick-up point. Created as a single request.
Split Trip — A roundtrip created as two separate one-way trips linked together. Useful when the two legs are hours apart (e.g. Dialysis — a driver takes the client in the morning and a different driver picks them up later). Each leg can have a different volunteer assigned.
Errand — Driver picks up or drops off something for a client (e.g. a prescription), without transporting the client.
Roundtrip — Take a client to a destination and return them to the pick-up point. Created as a single request.
Split Trip — A roundtrip created as two separate one-way trips linked together. Useful when the two legs are hours apart (e.g. Dialysis — a driver takes the client in the morning and a different driver picks them up later). Each leg can have a different volunteer assigned.
Errand — Driver picks up or drops off something for a client (e.g. a prescription), without transporting the client.
📋 Step-by-Step: Schedule a New Trip
📋 Step-by-Step: Cancel a Client Appointment (from Dashboard)
📋 Step-by-Step: Create a New Ride Type
⚠️ Before Cancelling a Trip
Always confirm with the client (or their contact) before cancelling a ride. When cancelling, note the reason in the system.
No-Show Client — The volunteer arrived at the pick-up location, but the client was not there.
No-Show Driver — The volunteer did not pick up the client at the expected time or place.
Canceled — The client no longer needs the ride.
No-Show Client — The volunteer arrived at the pick-up location, but the client was not there.
No-Show Driver — The volunteer did not pick up the client at the expected time or place.
Canceled — The client no longer needs the ride.
Staff / Office Volunteer
Notifications
In Assisted Rides, notifications are the automatic messages the system sends to keep everyone informed about rides, deliveries, and services. They can go out by email, text (SMS), and auto call (phone).
🔔 1. Types of Notifications
Assisted Rides can send the following types of notifications to volunteers, staff, and clients:
📌
Assignment notifications — Sent when a volunteer or staff member is assigned to a ride, service, or delivery.
⏰
Reminders for upcoming requests — Sent before the date of the ride or service. Timing is configurable.
📋
Alerts about available/pending requests — For open rides or services that still need a volunteer.
✅
Reminders to complete requests — Sent after the service date if the request is still marked incomplete.
🔐
Login / password messages — Login instructions and password reset links.
👤
Client notifications — For example, notifying clients when a ride has been assigned, or reminding them of upcoming trips or deliveries.
📡 2. Notification Methods
Assisted Rides supports three main delivery methods:
📧
Email
For all members — the most common method
💬
Text (SMS)
Requires a valid cell number in profile
📞
Auto Call
Automated phone calls, mainly for clients
Each person has a Notification Preference in their profile that tells the system how to contact them.
⚙️ 3. Setting a Person's Notification Preference
For any member (client, volunteer, or staff):
Volunteers and staff can also update their own preference:
1
Go to their Profile.
2
On the About tab, set Notification Preference to one of their valid contact methods: Home phone, Cell phone, Work phone, Text Message (requires a cell number on file), or Email.
3
The star icon next to an email or phone number indicates which one is currently set as the notification preference.
Volunteers and staff can also update their own preference:
1
From their Dashboard, use Quick Links or Notification Preferences.
2
Choose Email, Text, or both (if your agency allows both).
💬 4. Text (SMS) Notifications
Assisted Rides can send the following via text:
- Assignment notifications
- Upcoming ride/service reminders
- Alerts about available/pending requests
- Reminders to complete requests
- Login instructions (if a cell number is on file)
- Member must have a mobile number capable of SMS in their profile
- Notification Preference must be set to include text
- Assisted Rides does not charge for texts — but the recipient's carrier may (standard message/data rates apply)
- Recipients can reply to texts — your organisation's staff will see replies and can respond
If someone isn't receiving texts: Check their cell number is correct → confirm Notification Preference includes text → make sure their phone can receive SMS → if still an issue, contact your organisation's administrator or help@assistedrides.com.
📧 5. Email Notifications
Assisted Rides sends emails for:
- Assignments and updates
- Upcoming request reminders
- Available/pending request alerts
- Password reset / login instructions
- Completion confirmations
- Administrative/billing communications
If someone isn't receiving emails: Check spam/junk folder → confirm the email address is correct in their profile → verify with your organisation's staff that emails are being sent → if still a problem, contact help@assistedrides.com.
📞 6. Auto Call (Phone) Notifications
Auto calls are automated phone calls, mainly used for clients, for:
- Upcoming ride/service reminders
- New assignments or schedule changes
- Last-minute cancellations or urgent updates
- Client's phone number must be in their profile
- Notification Preference must include phone/auto call
- Your organisation must have auto calls enabled
Clients can receive auto calls in addition to email or text, depending on your agency's configuration.
⚙️ 7. Automatically Notify Clients When a Ride is Assigned
You can have Assisted Rides automatically notify clients the moment their ride is assigned to a volunteer:
1
Go to Admin > Agency Settings > General Settings.
2
Click the Notifications tab.
3
In the Automated section, set "Notify Clients when Request Assigned" to Yes.
🆘 8. Who to Contact for Help with Notifications
For local setup questions: Contact your organisation's coordinator or administrator.
For platform/technical issues: help@assistedrides.com
For platform/technical issues: help@assistedrides.com
Staff / Office Volunteer
Pending Request Emails
Pending Request Emails are a built-in Assisted Rides feature that automatically notifies volunteers about unassigned rides and services that need drivers — sent manually or on a schedule.
📬 What Pending Request Emails Do
The system looks at upcoming requests with status = Pending within a date range, then emails selected volunteers with a list of those available requests.
Volunteers who receive the email can:
Volunteers who receive the email can:
- See which rides need drivers
- Self-assign directly from their dashboard (if they have that permission)
- Self-volunteer to express interest for staff to approve
Flexible delivery: You can send these emails manually whenever you choose, or set up automatic scheduled sending — daily, weekly, or on your own cadence.
▶ How to Send a Pending Request Email (Manual)
1
Go to Actions > Pending Requests Email from the main menu.
2
You'll see the recent emailing history (what was sent and when) and a breakdown of upcoming Pending Requests with how many volunteers would receive emails.
3
Click the green "Send New Pending Requests Email" button in the upper left.
4
The system walks you through choosing the date range of pending requests to include.
5
Select who to email: all active volunteers, a specific Volunteer Group, or individual volunteers.
6
Review the email contents before sending — confirm everything looks right, then send.
Who can do this? Only Office Workers — Managers, Supervisors, Staff, and Office Helpers.
🖥️ Screenshot: Navigating to Pending Requests Email
From the top navigation bar, click Actions — you'll see a dropdown menu. Select Pending Requests Email (highlighted in bold). The page loads showing your Email History table and the green "Send Pending Requests Email" button at the top left.
↑ Click Actions in the top nav, then select Pending Requests Email from the dropdown.
🖥️ Screenshot: Email Content Setup (Step 1 of 3)
After clicking "Send New Pending Requests Email", a 3-step wizard opens. Step 1 — Email Content lets you configure exactly what the email will include:
- Request Type — Filter by type (All, Trips, Errands, etc.)
- Date Range — Which upcoming pending requests to include
- Urgent Only — Toggle to send only urgent requests
- Include Today's Requests — Whether same-day rides appear
- List Requests in Email — Yes shows full request details; No sends a summary count and asks volunteers to log in
- Include Trip Notes — Share any notes attached to the request
- Include Information — Additional contextual info for volunteers
↑ Step 1 of 3: Configure email content options, then click Preview Email Content before proceeding to Recipients.
🎯 Targeting Specific Volunteers with Groups
If you don't want to email every volunteer, you can create a Volunteer Group and target only those members.
1
As a Manager, go to Admin > Agency Settings > Groups.
2
Create a Member-type Group — for example: "East Side Drivers" or "Wheelchair-capable Drivers".
3
Add volunteers to that group. Use Actions > Bulk Group Assignment to assign multiple volunteers quickly.
4
When sending a Pending Request Email, choose "Volunteer Group" and select your group — only those volunteers will receive the email.
⚙️ Setting Up Automatic Pending Request Emails
You can have Assisted Rides send these emails on a schedule so you don't have to do it manually each time.
1
As a Manager, go to Admin > Agency Settings > General Settings and click the Notifications tab (may also appear as the Reporting and Emails tab depending on your layout).
2
Find the "Pending Requests Email" section.
3
Enable "Automatically Send Pending Requests Emails".
4
Configure the settings: how often (daily, weekly, etc.), time of day, and the date range of pending requests to include.
Once set, Assisted Rides will send the emails automatically based on your schedule — no manual action needed.
✅ Manual Sending — Best For
• Ad-hoc situations (e.g. a sudden surge of pending rides)
• Targeting a specific group for a one-off send
• Testing before setting up automation
• Smaller programmes where timing varies week to week
• Targeting a specific group for a one-off send
• Testing before setting up automation
• Smaller programmes where timing varies week to week
⏰ Automatic Sending — Best For
• Consistent weekly volunteer outreach
• Busy offices where manual sends may be forgotten
• Programmes with predictable request patterns
• Ensuring volunteers always get advance notice
• Busy offices where manual sends may be forgotten
• Programmes with predictable request patterns
• Ensuring volunteers always get advance notice
💡 Best Practices
• Send emails early enough in the week for volunteers to self-assign before request dates arrive.
• Use Groups to send targeted emails — e.g. only wheelchair-capable drivers see accessible ride requests.
• Check the emailing history on the Pending Requests Email page to avoid sending duplicates.
• Review the dashboard regularly for any requests that remain Pending after the email has gone out — follow up personally for hard-to-fill rides.
• Use Groups to send targeted emails — e.g. only wheelchair-capable drivers see accessible ride requests.
• Check the emailing history on the Pending Requests Email page to avoid sending duplicates.
• Review the dashboard regularly for any requests that remain Pending after the email has gone out — follow up personally for hard-to-fill rides.
Remember: The goal is zero Abandoned requests. Every unfulfilled ride means a client who didn't get the help they needed.
Everyone
Glossary
Definitions for key terms used across the Assisted Rides platform. Useful for both volunteers and staff.
👤 Member Types
Manager
The highest permission role. Can view all profiles, requests, and access Agency Settings to configure Assisted Rides for the organisation. Can view all Areas.
Supervisor
Similar to Manager but cannot view or modify Agency Settings, and cannot link themselves to Areas they are not already linked to.
Staff
Can create and manage member requests (Trips, Services, Errands). Focused on getting rides created, assigned, and completed. Paid Drivers can also be set up as Staff members.
Volunteer
Can be assigned to requests after being linked to specific Volunteer Types. Can log in to view assignments. With Self-Assign or Self-Volunteer permission, can view and claim available requests.
Client
The person receiving support. Can view their scheduled services and, if enabled, create new requests to previously visited destinations.
Office Helper
A special Volunteer Type that elevates a Volunteer to Staff-level permissions — useful for volunteers who answer calls and create requests in the office.
📋 Member Statuses
Approved
Active member who can be scheduled or assigned to requests.
Pending
Information entered, but waiting on additional requirements (e.g. background check) before activation.
Inactive
Temporarily away from the organisation (e.g. travelling), expected to return.
Archived
Permanently left the organisation. Not expected to return.
Waiting Queue
Wait-listed for organisations that have a maximum capacity for their programme.
Declined
Applied but was not approved to join.
Deceased
Member has passed away. Record is retained for historical/reporting purposes.
Delete
Created in error (e.g. duplicate). Once deleted, the record cannot be recovered.
🔄 Request Statuses
Pending
Assigned
Completed
Canceled
Abandoned
Pending (Yellow)
Request created but not yet assigned to a volunteer.
Assigned (Green)
A volunteer has been assigned and the request is ready for the scheduled date.
Completed (Gray)
The request was successfully carried out by the volunteer.
Canceled (Pink)
The client no longer needs the service.
No-Show Client (Pink)
The volunteer arrived at the pick-up point but the client was not there.
No-Show Driver (Pink)
The volunteer did not pick up the client at the expected time or place.
Abandoned (Purple)
A Pending request that was never assigned to a volunteer. The request could not be fulfilled.
Delete
Created by mistake (e.g. duplicate). Permanently removed from the system.
🚗 Request Types
Request
The generic term Assisted Rides uses for any Trip, Service, or Errand.
Trip
A driving event that transports one or more clients. Can be one-way, roundtrip, or split-trip.
Split Trip
A roundtrip created as two linked one-way trips, allowing different volunteers for each leg. Common for medical appointments like dialysis.
Errand
A driving task where the volunteer picks up or drops off something for a client — without transporting the client. Example: collecting a prescription.
Other Services
Custom non-driving services created by the organisation (e.g. Caring Calls, Minor Home Repairs). Can be scheduled or used to log volunteer hours.
⚙️ Permissions & Features
Self-Assign
Permission that allows a volunteer to view available (Pending) requests and instantly assign themselves — no staff approval needed. All volunteers across the NV Rides network have this permission enabled by default.
Self-Volunteer
Permission that allows a volunteer to express interest in a request. Staff must then approve the assignment through the "Choose Volunteer" page.
Self-Schedule
Permission that allows a volunteer to create new requests for their linked Favourite Clients — but only to previously registered destinations.
Volunteer Type
A category a volunteer must be linked to before they can be assigned to that type of request. Built-in types include Driver, Errand, and Outreach Program. Custom types can also be created.
Areas
A feature that separates members and requests into functional groups — e.g. by geography or programme type. Enables filtered reporting by Area.
Blocks
A sub-grouping within Areas — e.g. by transportation provider or insurance coverage. Enables even more granular reporting.
Favourite Clients
A link between a volunteer and specific clients. Used by the Self-Schedule permission to allow volunteers to create requests for those clients only.