0. Emergency Response - Collision or Serious Incident

Run this for: injury · airbag deployed · car can't be driven · police on scene · any collision with autonomy engaged. Not sure — run it.

Two ways it starts: the Supervisor calls you, or the airbag-deployment alert fires. On the alert, start at step 1 immediately. Do not wait for the Supervisor to call.

Write the time next to every step as you do it. The timeline is what our insurer and any regulator work from, and nobody can reconstruct it later.

Numbers

First 60 seconds

1 · Call the Supervisor. Click-to-call from the order or the vehicle. Ask in this order, because the call may drop:

1. Where exactly are you? Street, cross street, direction, which side. The fleet map may be stale or the car may be dark.

2. Is 911 coming?

3. Is anyone hurt — you, anyone in the other car, anyone on foot?

4. What number can I call you back on?

5. Did the car have Autopilot or FSD on in the last 30 seconds?

6. Did airbags go off?

Write answers down verbatim. They decide what has to be reported and to whom.

Don't ask what happened. Don't ask whose fault it was. Don't offer an opinion on either.

2 · No answer from the Supervisor? Call 911. Give them the vehicle's last known location from the fleet map, the car number, the plate, and that it's an Autolane delivery vehicle with a driver on board who isn't responding.

Next few minutes

3 · Call Brad — 650-334-0320. No answer, call Andy — 737-399-2580. Keep going until one of them picks up. Give the full report:

This is [your name], Autolane dispatch. Serious incident. Car [#] / vehicle [6-digit ID]. Supervisor [name]. Location [exact]. Injuries: [who, what, transported to hospital y/n/unknown]. 911: [on scene / en route / not called]. Police: [on scene y/n]. Airbags: [deployed y/n]. Car: [drivable y/n]. Autonomy in the last 30 seconds: [on / off / unknown]. Anyone on foot or on a bike involved: [y/n/unknown]. Orders in the car: [count]. Store: [name]. What I've done so far: […] What I need from you: […]

4 · Call Christina — 512-963-9882. Same report. What she needs on top of it: the Supervisor's name and condition, the exact location, whether they're being taken to a hospital and which one.

5 · Call Chad Wagner — (415) 672-3677. Same report. What he needs on top of it: car number and 6-digit ID, exact location, airbags y/n, drivable y/n, and whether police are holding the vehicle.

Then, on the shift

6 · Mark the orders undeliverable. Every order in that car. Note it in each order's Activity: incident, not delivered. Nothing about cause.

7 · Stand the Supervisor and the vehicle down. Console → take the Supervisor off duty → unassign the vehicle. The Console blocks this while a run is active, which is why step 6 comes first.

8 · Slack the store. #ext-tso-managers:

• Coverage at their store is reduced for the rest of the shift.

• Which in-flight orders won't be delivered.

Anyone asking what happened goes to Brad.

9 · Re-cover the shift. Check with Christina about supervisor availability. If a store can't be covered at all, let Brad know.

The vehicle — only after the scene is released

10 · Tesla Roadside — 877-798-3752. Not before police release the scene. Have the car number, 6-digit vehicle ID, exact location, and whether airbags deployed. If they did, say so: the car can't be driven and goes on a flatbed, all four wheels off the ground. Chad Wagner says where it goes — don't guess a destination. Write down which company took it, their number, and where, and give all three to Chad.

If police or a third-party wrecker take the vehicle instead, that's fine — get the same facts and give them to Chad

Hand off and get back to the shift

11 · Once Brad or Andy has it, the incident is theirs. They own the carrier and broker notice, the written report, and every question from anyone outside Autolane. Your job goes back to running the shift. Say so explicitly on the call: "handing this to you, I'm going back to the floor."

Never

• Never discuss fault — not with the Supervisor, the store, the channel, or a note.

• Never speculate about cause in writing. "Supervisor reports collision, vehicle stationary" is a note. "Looks like he got rear-ended" is not.

• Never talk to media, bystanders, or an insurer. All of it to Brad. If a journalist reaches you, don't engage at all.

• Never put incident detail in #ext-tso-dispatch. Post that the vehicle and Supervisor are down and coverage is changing — the channel needs that to run the shift. Everything else is on the phone.

• Never mark anything delivered that wasn't, and never advance a state the car didn't reach. Undeliverable is the correct action. The state history is evidence.

• Never clear the airbag alert while the incident is open.

Before you go off shift

• Every action logged in the order's Activity, with times — factual, short, written while it's fresh.

• Anything unresolved posted before you're off dispatch.

• A written incident report is due within 24 hours. Brad files it; give him everything you wrote down.

What counts as a serious incident

Any collision or event involving injury to any person, airbag deployment, a vehicle that can't safely be driven from the scene, a law-enforcement response, or any collision that happened while the autonomous system was engaged. Any one of those is enough.

Anything else — a curb scrape, a mirror, a citation with no collision, a near-miss — is reported to you as soon as the Supervisor can safely do it, and logged as an exception. It is not this procedure.

Over-escalating a fender bender costs a phone call. Under-escalating an injury costs much more.

Why we ask about autonomy and hospital transport

Two questions in the script look like paperwork and aren't. A crash in one of our cars is separately reportable to the federal government if the driver-assistance system was on within 30 seconds of it and any one of these is true: someone was taken to a hospital, an airbag deployed, the car was towed, or a pedestrian or cyclist was involved. The clock on that is short — as little as one day.

You don't file anything. You capture those facts at the scene, because an hour later nobody can. Ask every time, and write down "unknown" rather than guessing.

What the Supervisor is doing

All they are required to do is call 911, then call Dispatch from the app. That is what the card in every vehicle says. Everything else on this page is yours.

v1.0 · September 2026 · Supervisor-side: Escalation Card v1.1 (in vehicle), Driver Supervisor Handbook §9.