DriveBoss Verbal SMS Consent Process
DriveBoss provides software used by transportation providers that coordinate non-emergency medical transportation ("NEMT") and related rides for patients, riders, and authorized contacts. As part of those operations, transportation providers using DriveBoss may communicate with riders and authorized contacts by SMS for operational ride updates, including trip confirmations, reminders, driver ETA updates, arrival notices, delays, cancellations, and return-trip coordination.
DriveBoss requires that consent for these SMS communications be obtained from the rider or authorized contact before any SMS message is sent. In most operational workflows, this consent is collected verbally during booking, intake, or trip confirmation. This page documents the verbal consent process used by transportation providers operating on the DriveBoss platform.
1. When Verbal Consent Is Collected
Verbal SMS consent is requested when a rider or authorized contact:
- books a ride with a DriveBoss-supported transportation provider, including bookings made by phone, in person, through a broker, or through a healthcare facility;
- is intaked into a transportation program for the first time;
- provides or updates a callback or notification phone number; or
- otherwise asks to receive operational ride-status updates by text message.
Verbal consent is requested before any SMS message is sent. If the rider has not provided consent, the rider's phone number is not enrolled into the SMS notification workflow.
2. Verbal Consent Script
Transportation provider staff read the following script verbatim, in the rider's preferred language where supported (English or Spanish), when requesting consent:
"We can send text messages about your transportation, including trip confirmations, reminders, driver ETA updates, arrival notices, delays, cancellations, and return-trip coordination. Message frequency varies. Message and data rates may apply. Reply STOP to opt out and HELP for help. Consent is not required to receive transportation service. Would you like to receive these text messages?"
If the rider or authorized contact responds affirmatively (for example, "yes," "sure," "please do," or an equivalent confirmation), staff record the consent in the DriveBoss system and the rider's phone number is enrolled into the SMS notification workflow. If the rider or authorized contact declines or does not affirmatively consent, no SMS messages are sent and the workflow proceeds without text-message notifications.
3. Consent Record
When affirmative verbal consent is collected, the following details are recorded in the DriveBoss system:
- the phone number for which consent was given;
- the date and time of consent;
- the staff member who collected the consent;
- the transportation provider account on the DriveBoss platform;
- that consent was collected verbally; and
- the exact consent script version used.
This record is retained as long as the rider remains enrolled in the SMS workflow and for a reasonable period afterward to support audit, dispute, compliance, broker, payer, and legal requirements. The record is available to the transportation provider account holder and may be produced upon lawful request.
4. Optional, Not a Condition of Service
SMS consent is optional. Consent to receive operational SMS notifications is not a condition of receiving transportation service. A rider who declines SMS notifications continues to receive the same transportation service and may instead receive notifications by phone call, IVR, in-person communication, broker portal, healthcare-facility coordinator, or any other channel offered by the transportation provider.
If a rider declines SMS notifications, the rider's phone number is not enrolled into the SMS notification workflow and no SMS alerts are sent.
5. Opting Out and Getting Help
A rider who has previously consented may opt out of further SMS messages at any time by:
- replying STOP to any DriveBoss-coordinated SMS message;
- asking the transportation provider's staff or dispatcher to remove the rider's phone number from SMS notifications; or
- contacting DriveBoss support at 888-505-0667 or [email protected].
Replying HELP to any DriveBoss-coordinated SMS message returns help and contact information. Opting out is honored promptly and does not affect the rider's eligibility for transportation service.
6. What Messages Riders May Receive
Riders who have provided consent may receive operational text messages related to their transportation, including:
- trip confirmations;
- trip reminders;
- driver ETA updates;
- arrival notices;
- delay notifications;
- cancellations; and
- return-trip coordination.
Message frequency varies depending on the rider's trips and the transportation provider's workflow. Message and data rates may apply, depending on the rider's mobile carrier and plan. DriveBoss-coordinated SMS communications are operational and transactional. They are not used for marketing, advertising, or promotional outreach.
7. Privacy
SMS consent records and phone numbers collected for SMS communications are handled in accordance with the DriveBoss Privacy Policy. Phone numbers and consent records collected for SMS are not sold or shared with third parties or affiliates for their marketing or promotional purposes. They may be shared only with service providers that help DriveBoss and the transportation provider deliver the messaging service, and only for that purpose.
8. Contact
Questions about the DriveBoss verbal SMS consent process, opting out, or related compliance matters should be directed to:
DriveBoss LLC
Email: [email protected]
Phone: 888-505-0667