(ICA 2.d.1 and 2.d.4)

Couriers are required to ensure they have a proper communications device, with the ability to make calls, receive texts and images, and access to a digital map app (google maps, apple maps, etc.).

The device is required to be on them at all times while performing jobs.

(ICA 2.d.1)

Couriers are required to provide their own transportation that is suitable for the successful completion of the jobs they have accepted. 

CHECK VEHICLE MAINTENANCE

• Driver License, Vehicle license and registration, Vehicle Insurance (ICA 5)

• Miles

• Fuel

• Tires

• Battery

• Fluids (oil, coolant, transmission, and washer fluid)

• Cleanliness (please maintain reasonable standards) (ICA Exhibit A 2.b)

• Vehicle functions and has regular maintenance

• oil changes, transmission checks, A/C, etc. every 3-5,000 miles is recommended for daily used vehicles)

1. Call whenever needed, and provide WHERE you are, and WHAT is going on, and WHO is being affected

2. Allow dispatch to process information and work on an immediate solution

• Post only the basic info needed for the job

• Keep text conversations short

• Feel free to use the text feed to make any contractually and legally required record data (ICA 2.c) (ICA 5) (ICA Exhibit A 2.k)

  • Fuel and Mileage pictures

  • Insurance Cards 

  • license plates

  • Pictures of issues/accidents

  • Other information KAC might ask for like Tax forms 1099-NEC, or W-9 

• Please do not post any personal or private information into the professional text feed that is not job related

• There is NO TOLERANCE for texts with inappropriate images or threatening comments. Friendly banter is allowed but once a negative behavior has been identified and a request has been made to stop any further incidents will result in ending all contracts

 (ICA Exhibit A 2.k)

• Always post a picture of any paperwork involved with orders

  • Receipts, Air Way Bills, written instructions, screen shots of info

  • No-contact door drops must show item at location AND address number (take 2 pics if needed) 

  • When receiving flowers, furniture, equipment, or Pets 

• Use lowest quality picture settings when possible

• Pictures may take longer to send, so expect Dispatch to check-in if the data is slow

  EXAMPLES of pics showing the right amount of information with full receipts and building addresses available in TRAINING IMAGES section (always add titles in text for easy searches)

KAC Bank Bags are made available to authorized regular Couriers, and they are intended for making change and Cash For Food/Orders.

Banks should contain $100 - $230, and a variety of bill types. Banks are cleared of extra cash at the start of every month or as needed for instant paychecks. 

A “Natural Bank” is a statistically useful number of each denomination for making change.

“Natural Bank” of $230

1. $10 in 1’s = 10 bills 

2. $50 in 5’s = 20 bills 

3. $50 in 10’s = 5 bills

4. $120 in 20’s = 6 bills

 (ICA 3.c Nondisclosure)

When a Courier is not available to take contracts for long periods of time KAC has the right to collect gear and proprietary property. When Courier is available again, gear will be reissued.

• After 1 Month - Bank monies, thermal bags, pizza bag, drink carriers

• After 6 Months - Dash cameras, Promotional items, flashlights, other gear

• After a Year - Any gear still held

(ICA Exhibit A 2.a)

We are available 10am-9pm weekdays, and 12noon-9pm weekends

KAC believes that people have their own lives and does not make schedules for work times. Discretion is our priority and Couriers do not need to explain why they refuse a Job. Whenever Courier would like to be available for jobs they need to clock-in/out on their text stream with KAC, and the Dispatcher will automatically put them in the lineup. Breaks can be taken at any time and must be clocked out so offers are not made until Courier clocks back in.

REQUIRED INFORMATION 

• Send appropriate phrase

  • “Clocking in” / “Clocking out”

  • “Available now” / “Not available”

  • “On break” / “Back from Break” 

• Time (auto-generated)

• Date (auto-generated)

• Courier ID (auto-generated)

 (ICA 2.a.3) (ICA Exhibit A 2.q)

Scheduled Hourly Minimum Pay may be offered by KAC and have very specific conditions to be met. Usually it is offered to encourage Courier participation during a busy time of day, or during a special event that makes other Couriers unavailable. It will always be offered before the time and date and is available only to the couriers it has been offered to. Hourly minimum is credited PER HOUR, and any job monies earned are subtracted from this credit until there is no credit left (monies earned have the 20% KAC commission removed, Tips/gifts are not included). If there is leftover credit, it is paid out to Courier.  

WHEN ON HOURLY

• Courier must clock in when hourly starts 

• Courier will be offered all acceptable deliveries during that hour and can only refuse a job with acceptable reasons such as distance issue, timing issue, vehicle issue, or destination issue that would compromise the quality of the service

• Hourly can start at any time of the clock that it is offered for and ends one hour later (ex. 515-615), No half hours are available and if Courier has to leave early the hourly credit may be forfeited

• Tips/Gifts are not included in earned wages

• Dispatch may try harder to reach Courier if technical issues are encountered.

• No contact may result in the Hourly being forfeited.

Example 1: Earning LESS than Hourly minimum

• $15 Hourly with 2 Just Dandy @ $12 - 20% Commission of $2.4 = $15 Paid 

Example 2: Earning MORE than Hourly minimum

• $15 Hourly with 3 Goldpan @ $30 - 20% Commission of $6 = $24 Paid
  

Couriers may wait/stage anywhere for their next job and the Dispatcher will likely ask “Where are you?” before offering a job to help ensure the best timing information. Be sure to be prepared for the jobs you will receive. 

CHECK SUPPLIES

• BADGE REQUIRED (ICA 2.d.2)

• Thermal Bag

• Pizza Bag

• Bank Bag (if provided)

• Drink carrier (or empty cup holders)

• Flashlight

STAGING LOCATIONS

• Downtown public parking or Plaza Mall public parking, any street parking spot

• Your personal home

• NO private properties or any other protected locations you are not licensed for (handicap parking must have plates or placard)

ACCEPTING OR DENYING JOB SERVICE REQUEST

It is the Courier’s responsibility to decide if they will go to a business, address, or location when accepting the job and immediately contact Dispatch with any issues as soon as they are discovered. If destination is unsuitable for a valid reason, it can be REASSIGNED (see reassigned, transferred, redelivery) by Dispatch

• When contacted, a Courier will be asked if they want a job. 

• No explanations are needed when turning down any offers unless on Special Hourly. 

• Once a job is accepted the job service contract has begun and all contractual obligations must be fulfilled. (ICA Exhibit A 1.b)

REASSIGNED jobs are ones that are TRANSFERRED BEFORE PICK-UP is completed. 

• They are NOT NORMALLY PAID if the Courier changes their mind, but Courier will be offered the next available job. 

• Some Reassignments MAY BE PAID depending on the distance traveled to receive it or if the store fails to prepare order at the expected times and Dispatch requests the transfer at no fault of the Courier.

REDELIVERY jobs are ones that are correcting an order error

• If it is the STORE’s fault, then the redelivery is paid to Courier as a repeat of the first job, but is COMPLEMENTARY to the customer

• If it is the COURIER’s fault (ex. failed to deliver all bags in the vehicle and have to go back, or didn’t grab a drink that was handed to them) then it is the courier's liability and is NOT PAID

• Any LOSSES incurred while correcting the error will be negotiated at the time of each incident.

JOB TIMING (ICA Exhibit A 2.j)

IIt is acceptable for a Courier to take a minute or so to gather themselves before heading to an order that is ready to pick up, but no excessive times from personal tasks that are unfinished. If the courier is having a smoke, or on a personal errand like shopping at a store, they need to notify dispatch that they are on break.

Average City Order times are under 1 hour from contact

~15-20 minutes to Pick-Up an order 

(courier should aim for as little time as possible if they are nearby, extra orders may be offered if they are in the area)

~10-20 minutes to Drop-Off

(courier should deliver to the closest address first if given more than one order)

Island and Far Island need an extra 10-20 minutes

KETCHIKAN CITY $10

Transportation limits from Car Wash to Saxman City sign, including Forest Park. Jobs have a round trip of 4-8 miles on average

Examples of 1 way mileage:

• 1.8 miles from Just Dandy to KIC

• 2 miles from Good Fortune to Hill Rd

• 4 miles from Good Fortune to Walmart

SAXMAN CITY * $12 (Partner Price $10)

Transportation limits from Saxman City sign to Saxman Seaport (3 Bears). Jobs have a round trip of 6-10 miles on average

Examples of 1 way mileage:

• 3.5 miles from Good Fortune to Saxman

• 5 miles from Landing to Saxman

ISLAND ** $15 

Transportation North from Car Wash to Mud Bight OR South from Saxman Seaport to Mountain Point Ramp. Jobs have a round trip of 15-18 miles on average

Examples of 1 way mileage:

• 7.5 miles from Good Fortune to Ward Cove Docks

• 9 miles from Good Fortune to Sunset Dr

• 6.7 miles from Aj’s to Shoup St

FAR ISLAND *** $20 (Partner Price $15)

Transportation North from Mud Bight to end of road OR South from Mountain Point to end of road.

Examples of 1 way mileage: Jobs have a round trip of 18- 28 miles on average

• 9.7 miles from Good Fortune to D1 Loop

• 14 miles from Good Fortune to North Point Higgins Rd

• 8.5 miles from Good Fortune to Powerhouse Rd

• 12 miles from Aj’s to Powerhouse Rd

FUEL

Great Fuel >40 mpg  

Average Fuel =23 mpg

Bad Fuel <17 mpg 

• Using heaters or A/C with headlights consumes an average of 20% more fuel per MPG

• $3.50 per gal is Great “Winter” Price

• $5 per gal is Bad “Summer” Prices

FUEL FORMULA

(Price per gal / miles per gal) x distance x 2 for round trip = fuel cost for job

Example 1: BEST

• Good “Winter” fuel cost for an Average Fuel vehicle doing a Just Dandy to KIC

  • $4.8 / 23 mpg x 1.7 mi x 2 = $0.70

Example 2: WORST

• Bad “Summer” fuel cost for an Average fuel vehicle for a Good Fortune to N. Pt Higgins

  • $5 / 23 mpg x 14 mi x 2 = $6.08

*See Training Images for EARNING TABLE*

CUSTOMER PRICE (100%)

COURIER EARNED PAY ( -20% commission to KAC for operation costs)

KAC does NOT withhold income tax from Contractors. They are required to report all income and pay Federal Tax when it is due (which means NO RETURNS because nothing was paid to the Federal Government in advance) (ICA 2.b)

Sometimes Customers pay extra money for the services they receive. These gifts are contractually not a part of KAC. 

Any gifts that arrive digitally to KAC are passed through with no fees or reservations. 

PLEASE, do not ask for or mention tips/gifts during Job, as a premium service our quality is NOT BASED ON IT, but politely respond if they offer. 

The “tip culture” is currently too complex, easily misunderstood, and varies from many perspectives, and that is why we actively choose to pay equitable job service costs and not rely on it.

• Cash gifts are kept immediately - Check BANK BALANCE with KAC

• Any tips/gifts paid digitally by customers or from partners are paid out when they are processed at the end of each month (ICA 2.a)(ICA Exhibit A 2.q)

• Businesses that we work with normally DO NOT PASS DIGITAL TIPS/GIFTS TO US

  • GOOD FORTUNE DELIVERY provides extra monies when paying KAC, and it is divided equally among all non-cash transactions and paid out 

• Never assume extra money is a tip/gift, and always offer change even if it is obviously a gift, always get confirmation (sometimes people think “change” just means the extra coins and not the extra dollar amounts which should be returned to them)

• Thankfulness when appropriate is encouraged because our “regular clients” must trust that our “flat rate with everything included” prices are accurate. They do not need to show their gratitude with money.

IF asked about extra monies paid to BUSINESSES intended for tips (which are NOT normally passed to us), the main replies are:

• “Tips to businesses stay with business, tips to courier stay with the courier”, and “You can always get us next time.”

  • encourages using us in the future and removes stress from the awkwardness of the question

• “Good Fortune will take care of that” 

  • for all card transactions they pay us a guaranteed amount even if customer did not provide anything

 (ICA Exhibit A 2.q) (ICA 2.a.2)

 (ICA 2.a all)

Paychecks are paid out from monies collected  from customers and Delivery Partners and UPON REQUEST with the most minimal processing time possible, or monthly.  Advances are not available, only completed jobs are paid. 

REQUIRED INFORMATION from BOTH SIDES 

• Amount owed/received

• “PAYCHECK” response from BOTH sides

• Type of payment

  • CASH - directly from KAC or from Bank Bag

  • DIGITAL - Paypal, Venmo, Cashapp

  • DIRECT DEPOSIT - to Credit Union or  Bank (very rare).

• Bank Balance verification 

• Time (auto-generated)

• Date (auto-generated)

• Courier ID (auto-generated)

See arrival and parking for pick up for main guidelines

• Locate the NUMBERS on the building/mailbox VISUALLY, every single time! 

  • If you need a picture of an order that is left outside you must include any building numbers available. Please use a flashlight if it is after dark. (ICA 2.d.4) (ICA Exhibit A 2.k)

Average times from the vehicle, to order Drop Off, back to vehicle

• 3-5 min Home near road

• 5-10 min 

  • Locked Building where customer has to take elevator down

  • Office Building or multi-story locations 3-9 stories

• 20-40 min Airport Ferry return walkover (rare)

Gather order and take multiple trips if needed to prevent injury

• Verify correct order if multiple orders are onboard

• Verify all of order is gathered

• Average of 35lb per trip no greater than 50lb total (ICA 4.a.2)

Promotions for Advertising may be available to go with order (ICA Exhibit A 2.e)

• Stickers to put on/in orders

• Fliers 

• Magnets/business cards

• Coupons

• Candy with logos

• Other Events for Holiday (Easter egg hunt, 12 days of Christmas, etc.)  

Beware of hazards and if you feel unsafe check with dispatch 

• Dogs on leashes outside

  • make dog aware of you before approaching

• Uneven or damaged stairs and walkways

  • Dispatch will have customer come out

• Nails or other stabby parts on fences and gates

  • please close gates behind yourself

Locked building drop-off

Tongass Towers, Marine View, Mary Frances, 49er Apt on Grant, Revilla Apt on Main, Ward Cove Tourist Mall, Sea Level Condos, The Point top floor apartments, etc. (ICA Exhibit A 2.l 2.m)

• Always use the main lobby doors to meet 

• Do not enter a locked building, even if someone tries to let you 

  • you could miss customers planning on meeting you at entrance

• Call available number (block your number)

• Have Dispatch call available number if no answer

• Say “This is Ketch A Courier, I have a delivery for _____ from ____”

Reception desk drop-off (Hospital, KIC, Offices, Court House, Community Connections, Grocery stores, offices inside public access buildings like the Plaza, White Cliff, or 2030 Sea Level Drive, Court House, Westflight, KTN Visitor Center, etc.) (ICA Exhibit A 2.l)

• Always use a reception desk if available 

• Ask the receptionist to contact the person waiting for the order 

  • At HOSPITAL call customer and leave at check-in or have them call a nurse from department and leave it

• Call available number if needed (block your number)

• Have Dispatcher call available number if no answer

• Leave at reception. or wait for customer

To Contact person for drop-off at any location or home 

• Find correct door, never open a door or enter

  • Screen doors are OK

  • Mud room doors only if it is a screen door to a main door

  • Most Hotels/Inns you can go up to the room but not B&B or locked buildings (ICA Exhibit A 2.l 2.m)

• Knock on door or ring bell  (ICA Exhibit A 2.k)

  • “shave-and-a-haircut” knock works great

  • NOTE: Maximum of 2 knocks, 2 bell, and 5 min wait before checking with dispatch

• Call available number or have Dispatch call 

  • block your number

• Dispatch can text available number 

  • can’t block your number on texts

• No-Contact drop-off when requested (ICA Exhibit A 2.k 2.o)

  • Place on table/chair if available or NEXT TO DOOR ensuring door can open

  • Have Dispatch call/text recipient as necessary

  • Take pic showing order situation, with building/door address for feed

  • Ring and/or Knock for verification of drop off unless SPECIFICALLY REQUESTED NOT TO

PLEASE REMEMBER TO LIMIT CHATS TO QUICK POLITE CONVERSATION.

We do not want to keep customers at the door, nor do we want to engage in controversial topics.

• Some of our customers are socially awkward, opinionated, or have illnesses, limitations, or schizophrenia, and will say or do strange things.

• We consider anything they say or do to be private under our privacy policy, even if they come to the door naked, drunk, dressed oddly, or inebriated. 

• Any customer questions about order should be told to CONTACT THE STORE and CHECK THEIR RECEIPT, particularly for grocery or medication orders or missing items. Stores will decide between REFUNDING or REDELIVERY for missing/damaged goods when they error

PRICE and PAY TYPE

The payment for a  job is collected in a variety of ways, so always check with Dispatch if the PRICE or PAY TYPE is unknown or unclear. 

Unless the PAY TYPE is CASH there is nothing to collect from the customer

• CASH - put all monies into KAC Bank Bag until later. (See cash handling)

• DELIVERY PARTNER - 

  • Always collect exactly the same amount of money you paid out 

  • Good Fortune

  • Goldpan

  • Just Dandy

• PICK UP EVERYWHERE - Always collect exactly the same amount of money you paid out 

  • Always collect what you paid out, PLUS THE JOB PRICE

• COUPONS - put coupon into bank (coupon represents cash amount in bank)

• NO CHECKS 

  • If customer tries to pay by check instead of cash, refuse and offer to contact Dispatch for solution

(ICA Exhibit A 2.c.2 and 2.k and 2.q)

(ICA 2.a and 2.d.3)

(ICA Exhibit A 2.k)

 (ICA 2.d.3)

RECORD that CASH was paid when done

AUTOMATICALLY CHECK THE BILLS and ASK IF THEY WANT CHANGE. 

• We accept all coin currency

• Counterfeit bills are easily available and have been used historically

  • Most common feature on modern bills is the shiny “color shifting” green ink which shifts to golden, and the watermark of a face on the bill when held to the light

ALWAYS COUNT FROM THE AMOUNT OWED UP-TO AMOUNT THEY GAVE YOU

• Collect a Cash For Food/Order  (ICA Exhibit A 2.k) (Good Fortune, Customer requests, etc.)

  • Confirm collected amount matches customers approved amount (including any added tips paid to store)

    • See the guidelines for SPARE CHANGE under WHEN RECEIVING ORDER 

  • If there is no Bank, or not enough money in the Bank then Dispatch should provide solution (very rare)

 (ICA Exhibit A 2.d)

THANK THE CUSTOMER and give a farewell 

• “Have a good day!” and then “Enjoy!” (in that order) is statistically the least awkward farewell that has been used to date

• Courier can use any appropriate phrase of their choice

• PLEASE never end with a disappointing, angry, or rude tone of voice. We are a premium service so be polite.  (ICA 7.b.1) 

CLOSE GATES or doors you opened as you leave

SEND FINISHING CONFIRMATION of order drop-off with any relevant Pictures (ICA Exhibit A 2.k and)

REQUIRED INFORMATION

• Send appropriate phrase 

  • “Delivered flowers”

  • “D GF”

  • “Dropped off Bob order”

  • “Done KIC”

  • “Finished OV”

• Time (auto-generated)

• Date (auto-generated)

• Courier ID (auto-generated)

DRIVE CAREFULLY when departing