Special Deliveries & Accessibility

Objective: Equip drivers to deliver safely, respectfully, and professionally to customers with disabilities, medical needs, or other special circumstances.

⭐ Understanding Accessibility

Why it matters: Accessibility isn't just kindness, it's also part of customer service excellence and compliance with certain local accessibility laws.

Types of special needs you may encounter:

✅ Mobility limitations (wheelchair users, walkers, crutches)
✅ Visual impairments (blind or low-vision customers)
✅ Hearing impairments (deaf or hard-of-hearing customers)
✅ Cognitive or communication differences (autism spectrum, speech challenges)
✅ Temporary limitations (injury, illness, post-surgery recovery)


⭐ Preparing for Accessible Deliveries

✅ Always read special instructions in the app or order ticket.
✅ Bring orders as close as possible to the customer's preferred location—don't leave it far away if they requested door service.
✅ Have a free hand when approaching, if possible, to open gates/doors.
✅ Keep the delivery pathway in mind—avoid blocking ramps or narrow access.


⭐ Communication Best Practices

✅ Speak clearly and at a normal pace; avoid shouting.
✅ For customers who may be deaf/hard-of-hearing:
✅ Use text messaging or app chat to confirm details.
✅ Smile and make gestures if needed (pointing to bag, thumbs-up).


⭐ For visually impaired customers:

✅ Identify yourself when you arrive: "Hi, this is Alex from (delivery app name) & All Stars Delivery. I have your order.".
✅ Offer to place the order directly in their hands or on a stable surface.
✅ Avoid making assumptions—ask politely, "Would you like me to set this down somewhere specific?"


⭐ Respect & Privacy

✅ Never comment on a customer's disability unless they bring it up.
✅ Avoid pity phrases like "Oh, poor thing" or "That must be hard for you."
✅ Respect their independence—offer help, don't insist.
✅ Keep all personal details confidential.


⭐ Special Handling Situations

Medical Deliveries (prescription food, nutrition shakes, specialized items):

✅ Double-check the order matches exactly.
✅ Avoid extreme temperatures during transit.


⭐ Fragile or Mobility-Aid Deliveries:

✅ If delivering equipment (e.g., crutches, portable oxygen accessories), place it carefully where instructed.


⭐ Long-Distance Drop Points:

✅ If the customer's door is far from the street, allow extra time for the walk.


⭐ Apartment Complexes Without Elevators:

✅ If the customer can't come down, bring the order to their door—even if it's several flights up.


⭐ Weather & Environmental Considerations

✅ In rain, snow, or heat, protect the bag with an umbrella or weather shield.
✅ Be mindful of icy ramps or wet floors that could pose hazards for customers.
✅ Offer to wait while they safely position themselves before handing off the food.


⭐ Red Flags & Safety Concerns

✅ If a customer appears to be in medical distress, do not leave—call emergency services if necessary.
✅ If conditions at the location are unsafe for you (e.g., aggressive dogs, hazardous entryways), communicate with the customer before proceeding.


⭐ Driver Checklist for Special Deliveries

✅ Read and follow all special instructions.
✅ Keep order secure, upright, and accessible.
✅ Be patient—extra time may be needed.
✅ Use respectful, simple language.
✅ Maintain professionalism and confidentiality.