Operations, Customer Service Safety Coordinating

1.1 The Safety Coordinator must report to the assigned traffic control position prior to the start of customer pickup hours. It is critical that this resource is in place at opening to ensure smooth lot operations from the first customer to the last–no exceptions.

1.2 Conduct a quick lot inspection to ensure:

• Entry and exit driving lanes are clearly defined and unobstructed
• Cones, barriers, and signage are properly placed and visible
• Pedestrian walkways are identified and clear
• No safety hazards are present (debris, blocked driving lanes, etc.)

1.3 Confirm understanding of:

• Current-day pickup volume and expected peak times
• Any adjusted traffic patterns or temporary changes

1.4 Ensure proper PPE and visibility:

• A high-visibility vest must be worn at all times
• Position must allow clear visibility to incoming traffic

2.1 Safety Coordinators must be physically positioned at the lot entrance & major intersections and operate using a Tethered Anchor model. Coordinators establish their primary command presence at a designated, stationary safety island (utilizing curbs, light poles, or bollards as physical protective barriers).

2.2 Maintain:

• Facing traffic to maximize personal visibility while maintaining a clear, unobstructed line of sight to all incoming vehicles.
• Controlled parallel movements strictly along the perimeter or edge of the driving lane to clear lines of sight, manage pedestrian paths, or proactively hold cross-traffic.
• A professional, courteous, but authoritative demeanor.
• A clear, pre-planned escape route at all times; never get boxed in between parked vehicles.

2.3 Do Not:

• Leave the entrance or parking lot unattended during active pickup hours without summoning a backfill.
• Step directly into active driving lanes, enter intersections on foot, or walk into a vehicle's path of travel to micro-manage or escort a single driver's movement.
  

3.1 As each vehicle enters:

• Make immediate visual contact with the driver
• Use standard, clear hand signals to slow or stop the vehicle if needed

3.2 Direct the customer in a professional, courteous and concise manner, always leading with confidence & conviction.:

• Provide simple, direct instructions (avoid over-explaining)
• Be intentional with body movements and guidance

3.3 Control entry flow:

• Allow vehicles to enter only when there is safe capacity in the lot
• Temporarily hold vehicles at the entrance if congestion or a safety risk exists

4.1 Continuously manage the flow of vehicles by:

• Directing cars into the correct driving lanes
• Preventing counterflow or wrong-way driving
• Maintaining separation between moving vehicles and pedestrians

4.2 Use standardized hand signals and body positioning:

• Point clearly in the direction of travel
• Use stop signals decisively when needed (Arm extended horizontally, hand facing up, palm open and facing the driver)
• Never assume a driver understands—always confirm visually

4.3 Maintain steady movement:

• Avoid allowing vehicles to idle unnecessarily in active spaces
• Keep entry, staging, and parking areas moving consistently

5.1 Direct customers to the next available or designated pickup space. Do not allow customers to self-select parking, and prioritize spaces closest to the load-out door to encourage faster cycle times.

5.2 Guide vehicles into spaces safely from a secure distance:

• Coordinators do not micro-manage or walk behind single vehicles exiting or entering regular parking spots.
• If a severe blind spot or tight squeeze requires intervention, the coordinator may step parallel to the lane to a secure side-angle (B-Pillar position) to assist, then immediately reset to their stationary anchor point once the hazard clears.
• Ensure adequate spacing between vehicles

5.3 Confirm the vehicle is fully stopped and safely parked before disengaging.

6.1 Maintain constant awareness of:

• Employees loading orders
• Customers exiting vehicles
• Pedestrian walk paths

6.2 Actively intervene when risk is observed:

• Stop incoming traffic when pedestrians are crossing
• Prevent vehicles from moving while loading is in progress

6.3 Ensure:

• No vehicles move through active loading zones unsafely
• Pedestrian paths remain clear and respected

7.1 When the lot reaches capacity:

• Temporarily stop or meter incoming vehicles at the entrance

7.2 Communicate clearly to waiting customers:

• Use hand signals and simple verbal directions
• Maintain order, no uncontrolled queueing or blocking roadways

7.3 Coordinate with additional staff (if available) to:

• Relieve congestion points
• Open additional driving lanes or spaces if safe

8.1 Continuously scan the environment:

• Entry point
• Active driving lanes
• Parking spaces
• Pedestrian areas

8.2 Adjust positioning as needed to maintain control:

• Reposition to improve visibility

8.3 Communicate with team members:

• Call out hazards
• Coordinate traffic pauses during peak pickup times

8.4 Cone Management

• During slower periods, place traffic cones in spaces that are furthest from the load out door to discourage customers from parking far away
• Remove cones as needed during busier hours; NEVER leave spaces coned off when there is a line of customers waiting. The moment a queue forms, remove cones to free up additional spaces. Close said spaces only once the line dies down and multiple spaces become idly free.

9.1 Do not abandon post until relief arrives or pickup operations have ended.

9.2 Ensure:

• No remaining unsafe traffic conditions
• The lot is stable and all vehicles have exited the lot

9.3 Reset equipment (if required):

• Signage, cones and barriers returned to designated areas
• Report any damaged or missing safety equipment

9.4 Report to leadership:

• Any incidents, near misses, or safety concerns
• Observed process breakdowns or improvement opportunities

10.1 If a driver becomes aggressive or non-compliant:

• Safety is the priority over enforcement. If a driver is aggressive, practice Disengage over Defend - let them pass. Do not block their path with your body or chase them.
• Complete the formal Safety Hub report by the end of your shift for any “Yellow” or “Red” level incident. When collecting information, stand at the B-Pillar (behind the driver’s window).
• Capture License Plate #, State of License Plate, Vehicle Make and Color, Driver Description, Time of Incident, and Witness Names and Contact Details.

11.1 The use of standardized radio protocols is essential for facilitating clear understanding and prompt response, follow these practices during transmissions:

• Press the button, wait 1 second, then speak to prevent clipping. Use the “Hey You, It’s Me” format to identify yourself and close every message with “Copy” or “Roger” or “Wilco” (Will Comply).
• Utilize a single channel for lot activity communication (Safety Net) is dedicated to traffic flow and safety alerts only.
• Use discreet code words to communicate concerns to management and other safety coordinators:
• Yellow Level: Aggressive/Non-Compliant Driver. Action: A nearby employee moves to be a witness.
• Red Level: Immediate Threat / Physical Danger. Action: The manager calls 911.
• Signal 100: Need a Manager (sensitive information). Action: Manager goes to the Safety Coordinator for a private talk.
• Clear the Net: Emergency in progress. Action: All non-essential radio traffic stops immediately.
• Always use the standardized phonetic alphabet when communicating with others to avoid miscommunication.