Frequently Asked Questions

Q. Do I need a full driving licence to be able to carry passengers as a voluntary driver?

A. Yes, all voluntary drivers do need to be in possession of a full, valid UK driving licence.

Q. What if I have points on my licence, am I still able to become a voluntary driver?

A. It is preferable that volunteers do not have any endorsements on their licence but drivers may be considered with a maximum of three points at the organisation’s discretion.

Q. Do I need additional/specific business insurance to use my vehicle in a voluntary driving capacity?

A. In order for your policy to remain valid, you must inform your insurance company that you are using your vehicle for voluntary work. In most cases your insurance premium will not be affected-please contact MCO if you have any queries regarding this.

Q. Do I need a DBS?

A. All drivers will undergo an Enhanced DBS check and two reference requests will be submitted and need to be returned before you are able to take passengers, assuming that checks on your vehicle are also in order.

Q. What expenses do I receive when undertaking a journey?

A. You will be reimbursed monthly for any expenses incurred whilst undertaking a journey and transporting clients. The current approved mileage rate is 45p on the first 10,000 miles in a tax year.

Q. What happens about non-mileage expenses like parking?

A. If parking expenses relating to the client’s journey are incurred, these should be paid by the client. Should you have to pay any parking fees at the client’s destination, these will be reimbursed along with mileage covered, at the end of the month. An expenses form will need to be completed and submitted with appropriate receipts.

Q. What is the commitment I need to give to the service?

A. We value all our volunteers and work together to make sure timings work for you. Journeys are offered according to your own preferences (usually with several days’ notice); some drivers prefer to cover local trips only whereas others will travel further afield. Also, there may be some times/days that you are not able to help with the service; we can discuss these preferences with you during the induction process.

Q. How do I get details of the journeys?

A. Information regarding clients and full details about the journeys will be sent to you by E-mail. Guidance around data protection will be provided during induction.

Q. What happens if I am unsure of the way to the destination?

A. Full details of the route will be provided and good practice will be shared across the driving team to communicate details of best routes/parking/waiting arrangements at hospital settings, for example, where there can be different rules in place.

Q. I only have a small car/two door vehicle. Will this be a problem?

A. As long as your vehicle is roadworthy and has valid road tax/insurance/MOT, the size is not a problem. If a client has difficulty getting in and out of a vehicle, for example if it is too low, we will match a client’s needs to the driver’s vehicle.

Q. Do I have to take wheelchairs/walking aids?

A. If a passenger needs to take a wheelchair/walking aid, this will be discussed at the time of booking-if your vehicle does not have capacity to take a wheelchair there is no obligation to accept the journey request.

Q. What do I do if someone wants me to wait?

A. As you are giving your time voluntarily, payment isn’t made for time spent waiting. Depending on the nature of the journey, we will discuss good practice in terms of waiting for clients.

Q. What happens if my vehicle breaks down or I am involved in an accident?

A. During the induction process, procedures will be shared to ensure the safety of both you and your passenger(s).

Q. Do I get any training?

A. Some training, such as Safeguarding, is mandatory and will be given during the induction process. Training will also be offered as and when appropriate throughout your time as a voluntary driver.

Q. What happens if the person that I am taking is unwell?

A. If you arrive to collect a client and are concerned or not confident that you should be taking them, please contact the Community Office for further advice. Emergency out-of-hours contact information will be provided for journeys undertaken out of normal office hours.

Q. Can I take my own passengers/animals at the same time?

A. Other people or animals should not be transported along with your passengers during trips.

Q. Do you allow pets on journeys?

A. All journey requests come through the Community Office and any enquiries are considered in accordance with relevant company policy.

You are not obliged to take animals (such as assistance dogs) if you do not wish to do so.

Q. Can I cancel any journeys I have agreed to do?

A. Obviously unexpected events and problems can occur so if you find that you are unable to fulfil a journey, please let the Community Office know as soon as possible.

Q. Can I take gifts/tips from someone?

A. Driving as a volunteer is non-profit making so as a result you should not take gifts/tips from clients. However, many clients are often so grateful, they will insist on giving you a tip or gift; please thank them and inform them that this will be donated to the Community Office.

Q. What happens if the person I am taking is rude/abusive/racist?

A. If you have any concerns about a client, please do feedback to the Transport Officer at Masham Community Office. This includes if you arrive to collect them and you feel uncomfortable about their and/or your safety.

Q. Do I have to give notice if I decide I don’t want to drive anymore?

A. If you no longer wish to drive for our service, please let us know as soon as possible. We are always here to discuss any problems or difficulties that you may have that may be influencing your decision.