Manager Portal: Driver Coaching & Escalations

Overview

Coaching is the platform's system for addressing unsafe driver behavior. When a safety event is recorded — like a speeding event from the dashcam system or an ELD violation — the platform automatically sends coaching to the driver based on your fleet's settings. The driver reviews the coaching, watches a training video, and acknowledges it.

If a driver accumulates too many events of the same type in a single calendar month, the system escalates from coaching to a formal disciplinary action. You control what gets coached, how it escalates, and what the driver experiences — all through Account Settings.

Permissions

If a section described below doesn't appear on your page, you may not have the required permission. Your fleet administrator can adjust this for you.

How Coaching Works

Here's the basic flow:

1. A safety event is recorded (for example, a speeding event from the dashcam system).
2. The system checks your fleet's event configuration to determine the action for that event type.
3. If the action includes coaching, a coaching record is created and the driver is notified.
4. The driver reviews the coaching in their portal, watches a training video, and acknowledges it.
5. If the driver accumulates enough events of the same type in a calendar month, the system escalates.

Event Actions

Each event type in your fleet has one of four actions configured. You set these in Account Settings under Event Configuration.

Camera events and ELD events are configured separately. See Account Settings for how to change these.

What Drivers See

1. The driver receives a notification that one or more coachings have been assigned.
2. In the driver portal, they see the coaching with the assigned video.
3. They watch the video — the system tracks their progress.
4. Once they've watched the video, the coaching is automatically marked as acknowledged.
5. They can also click Acknowledge at any time to acknowledge manually.

What's on Each Coaching

Each coaching shows the driver:

• The behavior type (e.g., "Speeding")
• Related safety events from the past 14 days for that behavior
• A behavior-specific training video
• An Acknowledge button
• A Dispute button on individual events (available for 8 days after the event date)

Acknowledging Coaching

Drivers can acknowledge coaching in three ways:

• Watch the video — coaching auto-acknowledges when the driver watches the assigned video
• Click Acknowledge — manually acknowledges all pending coaching for that behavior type
• Acknowledge All — acknowledges all pending coaching across all behavior types at once

Once acknowledged, the coaching is marked complete with a timestamp. This action cannot be undone.

Why Acknowledgement Matters

Tracking acknowledgement gives you visibility into driver engagement. You can see which drivers are watching the training videos, which ones are just clicking Acknowledge without watching, and which ones are ignoring coaching altogether. This makes coaching a management tool, not just a notification — you can follow up with drivers who aren't engaging and recognize those who are.

How Drivers Are Notified

Drivers receive a single daily email if they have at least one coaching that hasn't been acknowledged. Rather than sending notifications in real time throughout the day — which leads to frustration and safety fatigue — the system sends one email at the same time each day. This gives drivers a predictable routine: review events, watch training videos, and submit disputes if needed.

The email contains a unique link for that driver. When they open it, they see all of their pending coachings and related events in one place. The link requires no login — no passwords, no one-time codes. This removes friction so drivers can review and acknowledge coaching as quickly as possible.

Disputing Events

Drivers can dispute individual safety events within 8 days of the event date. To dispute an event, the driver clicks Dispute on the event row and provides a written reason.

When a dispute is submitted, it goes to the platform team for review. Two outcomes are possible:

• Event overturned — The event status changes to "Disputed" or "Non Event," and the related coaching is updated to "Not Required."
• Event confirmed — The coaching remains as-is, and the driver cannot submit a second dispute for that event.

After 8 days from the event date, the dispute option is no longer available.

When Coaching Becomes an Escalated Intervention

If a driver accumulates repeated events of the same behavior type within a single calendar month, the system can escalate from coaching to a formal disciplinary action.

How the Threshold Works

• The system counts offenses per driver, per behavior type, per calendar month.
• The counting method is configurable: by unique days with events (default) or by total event count.
• When the count reaches the threshold, the next event triggers an escalation instead of coaching.

Example (Threshold = 4, Counting by Days)

• March 5: Speeding — Coaching created (offense 1)
• March 10: Speeding — Coaching created (offense 2)
• March 15: Speeding — Coaching created (offense 3)
• March 20: Speeding — Threshold reached (offense 4) — Coaching Escalation created

What Happens at Escalation

The outcome depends on the escalation action setting:

What Drivers See on a Coaching Escalation

When an escalation is created, the driver is notified through email with a direct link that requires no login.

The disciplinary action page shows:

• The behavior type and action reference number
• Related safety events with dates and locations
• A required training video for that behavior

Completing a Coaching Escalation

Escalations require more than a simple acknowledgement — drivers must provide an electronic signature:

1. Watch the training video — the driver must watch the full video before the signature section becomes available.
2. Review the acknowledgement statement — a disclosure explains that the electronic signature is the legal equivalent of a manual signature, and that their IP address and browser information will be recorded for verification.
3. Sign electronically — the driver checks the acknowledgement box, types their full name, and types their Driver ID.
4. Click Mark Complete — the action is recorded with a timestamp and closed.

When a driver completes an escalation, the platform also creates a completed training record and a signed document. These provide verification that the driver received remedial training and acknowledged the behavior — useful for audits, contract compliance, insurance renewals, or litigation.

Coaching vs. Escalation

What Managers See on Coaching Records

On a driver's record, coaching appears in the Timeline and under Driver History. Each coaching record shows:

• Coaching ID and status (e.g., "Driver Acknowledged — 03/15/2025")
• Driver name
• Behavior type
• The event date that triggered the coaching
• When the coaching was created
• Manager notes
• Attached files (uploadable by managers with the Can Edit Driver Info permission)

Configuring Coaching Settings

Four settings in Account Settings control coaching and escalation behavior:

When coaching is disabled, the escalation settings are hidden. Turn coaching back on to configure them.

When Settings Change Mid-Month

If you change an event type's action from "Coach and Score" to "Disabled" or "Score Only" mid-month:

• All pending (unacknowledged) coaching for that behavior is automatically cancelled.
• No new coaching will be created for that event type going forward.
• Already-acknowledged coaching is not affected.

Similarly, turning on Disable All Coaching cancels all pending coaching across all behavior types for your fleet.

Monthly Reset

Coaching and escalation counts reset at the beginning of each calendar month. A driver who was escalated for speeding in March starts fresh in April.

The monthly reset is intentional. Coaching is designed to address habits, not punish a bad day. If a driver has done the coaching, watched the videos, and is working to improve, continuing to pile on escalations doesn't help — it leads to frustration and disengagement. The reset gives drivers a clean slate each month so they can focus on getting better rather than digging out of a hole.