FREQUENTLY ASKED QUESTIONS

 

Getting Started:

  • What time can I call clients? We encourage you to reach out to your client list between 9 a.m. and 6 p.m. (CST).

  • Do I have to call all of the clients on my list? We ask that you make an effort to reach out to each client on your assigned route. If you need a smaller route, please reach out to the Volunteer Services Office.

  • What time will I receive the MobileMeals passkey? MobileMeals passkeys are sent via text message to the mobile number on file between 8 a.m. and 9 a.m. each day.

  • I didn’t receive a passkey in my text messages? If you haven’t received a text message between 8 a.m. and 9 a.m., please reach out to the Volunteer Services Office to verify that we have the correct mobile number on file.

  • I’m having trouble logging into the MobileMeals app. Check that you are entering correct information in all of the fields:

    • Your name

    • Phone number

    • Customer ID: OK1002 (Make sure to use capital letters for this entry)

    • Route Code: assigned to you (Two Uppercase letters-Two Numbers)

    • Password: driverpass (This entry should be all lowercase letters)

    • Passkey: sent daily via text message (This entry should be all lowercase letters)


If you are still having trouble, please contact the Volunteer Services Office for assistance.

 

Normal Operations vs. COVID-19 Response Operations

  • Meals on Wheels of Metro Tulsa was providing hot meals 5 days a week to our homebound clients in the Tulsa area prior to the COVID-19 pandemic, with only a handful of people receiving a 5-day supply of frozen meals. Our hot meals included milk, bread, and dessert in a separate bag and our delivery drivers were conducting wellness checks at each delivery. 

  • Our COVID-19 Response Operations are designed to be able to produce and deliver more food and with the least amount of physical contact possible. We are now delivering to nearly twice as many clients and are providing 7 frozen or shelf-stable meals to every homebound client, one time a week. Unfortunately, we are not able to provide the milk, bread, and dessert bags with our current emergency meal production. Our Wellness Check phone calls are a way for us to continue to assess our clients’ health and other needs, as well as address any delivery concerns that they may be experiencing during this public health crisis.   

  • Making Calls:

    • How can I hide my phone number from clients? 

    1. Once you are logged into the MobileMeals app, click on Summary at the top of the screen.

    2. Now click on Settings at the top of the screen.

    3. Click the button beside Mask Phone Number so that it is now green. When the button is green, your phone number is hidden from clients.

    • The MobileMeals app mentions ‘drivers’ and ‘meals’--I’m just making phone calls. What’s that all about

      • The MobileMeals app is used for delivering meals during normal meal delivery operations. We are currently using it for wellness checks during the COVID-19 crisis. Many of the words equate to wellness check operations: ‘driver’= ‘caller’, ‘meal’ = ‘phone call’, delivered/undelivered = wellness check complete/incomplete.

    • When do I mark a call ‘delivered’ or ‘undelivered’:

      • Delivered calls – When you make contact with the client.

      • Undelivered calls – When you cannot make contact with the client, this includes leaving voicemail and wrong/inactive numbers.

    • What should I do if the client doesn't answer, isn't home, or if I leave a voicemail?

      • You should mark as 'not delivered’ and select 'not home'.

      • Under Additional Information, check the box that applies: Called – Left voice message (LVM) or Phone # not working/unable to LVM

    • Can I leave a voicemail?

      • Yes, you can say, "Hi, This is [Name] and I'm a volunteer with Meals on Wheels. I'm just calling to check in and sure that you're doing okay. If you need anything, please give the Meals on Wheels office a call at (918) 627-4103."

 

Comments:

  • What information should I leave in “Comments”?

    • The comments box on the delivery screen is used to make notes about how best to make deliveries in the future. This is a place to document things like, “Client prefers to receive calls after 10am”, or, “Client doesn’t answer home phone – call mobile number instead.”  Concerns about the client should not be placed here; instead list those concerns in the Changes of Condition.

Change of Condition:

  • What is a ‘Change of Condition’? 

    • When you mark a call as ‘delivered’, the app will ask if there was a change of condition. This is any change in the condition of the client that is cause for concern.

  • Entering a change of condition:

    • Select the category that best fits your client’s concern. Please only select one category.

    • Provide a detailed summary of the client’s concerns. This field has a high character limit to accommodate the amount of information you get from your call. Please provide as many relevant details as you can so that our team can take quick and decisive action.

    • Important details may include: Has the individual contacted their health provider? How long have they experienced this condition? Is there a family member or caregiver in the home that can help them? What are they already doing to address this concern?

  • What are some examples of changes of condition?

    • Missed meal delivery (nutrition); New illness, feeling sick, or exacerbation of existing condition (health); New or undocumented allergy or dietary restriction (health); Feeling very lonely (Social isolation); Recent falls or near falls (mobility).

  • What are some examples of concerns that are not changes of condition?

    • Phone # not working or no answer – Please document this in the comments on the delivery screen and mark “Not Delivered”.  We have repeatedly warned our clients to be cautious about unknown callers, so we understand many of them may not answer the phone.  Others may have changed their number, but we treat these as delivery-related comments instead of  ‘Changes of Condition.’

 

Frequent Client Concerns:

  • When will my client receive their next meal? 

    • Meals are delivered between 8:30 a.m. and 6 p.m. Please refer to the meal delivery schedule for the day your route is served.  *Note: Some clients may be assigned to a different day than what is designated on the list. If in doubt, the client should call (918) 627-4103 to confirm their scheduled delivery day.  Meals are delivered between 8:30 a.m. and 6 p.m.

    • At this time, all clients receive 7 frozen meals, one day per week.  If a client needs more information about their delivery date and time or thinks that they have missed a meal, please have them call the Meals on Wheels office at (918) 627-4103.

  • My client is requesting milk, bread, breakfast, or dessert. 

    • During normal operations, our clients typically receive a hot meal and side items (milk, bread, desserts) with highest need clients also receiving breakfast items for the next day. During COVID-19 operations, we are only able to provide 7 frozen or shelf-stable meals.  We will begin to serve milk and sides when normal service resumes.

  • If a client needs something, can I take it to them or help them with it?

    • During the COVID-19 crisis, we are limiting the number of outside individuals coming into contact with our clients. If the client has a need that you can assist with, please enter this information in the documented 'Change of Condition', and coordinate directly with us on how best to meet this need.  We have information about resources throughout the area, but we are always seeking additional support for meeting our clients’ needs.  If the request is time sensitive, please email colleen@mowtulsa.org or jvanbeber@mowtulsa.org directly.

  • Can I refer a client to outside community resources?

    • If you know of a community resource that will benefit the client, you may provide them with that information. You should still enter their need in as a 'Change of Condition' and leave additional details if a referral to outside agency was made.

  • What if my client reports that they have COVID-19?

    • Please enter this as a 'Change of Condition' and include as much detail as possible (have they been to the doctor/hospital, is there anyone else in the home, etc.)

  • What if my client has downed tree limbs, needs home repairs or referrals for a professional service?

    • We're able to help with referrals to outside services, small home repairs, and yard maintenance issues. Enter this as a ‘Change of Condition’ and our Special Projects Coordinator will reach out to get additional information.  At this time, some home repair and yard clean up jobs are being placed on a waitlist for after the COVID-19 crisis.

  • Telling a client ‘We will do that for you.

    • Never promise a client that we can provide a specific support, as some programs and services may be on a temporary hold during the COVID-19 crisis. Instead, let the client know that you will communicate their need to Meals on Wheels and that someone will follow up with them.

  • What types of meals are available?

    • Meals on Wheels of Metro Tulsa prepares meals on-site for delivery that same week. Clients can choose between a regular frozen meals, vegetarian meals, or shelf-stable meals (for those unable to refrigerate or heat frozen meals). 

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