BRLS Operations Playbook

Blue Ribbon Logistical Solutions

Scope

This Operations Playbook applies to BRLS fleet drivers, mentoring clients, and associated

personnel operating under BRLS oversight. Requirements may vary by driver

classification and will be specified within the relevant sections.

Purpose

The BRLS Operations Playbook is the centralized reference for how BRLS operates. It

documents required standards, procedures, and tools used across daily operations,

maintenance, reporting, and administration

This playbook exists to ensure consistency, accountability, and clarity across all BRLS-

managed equipment and drivers.

How to Use the BRLS Operations Playbook

What This Playbook Is

The BRLS Operations Playbook is the central reference for how BRLS operates. It

contains operating principles, driver expectations, required procedures (SOPs), training

resources, and approved tools.

If you are unsure how to handle a task, situation, or decision, start here.

How the Playbook Is Organized

The playbook is structured into five sections:

1. Operating Principles

Guiding standards for decision-making, communication, and problem-solving.

2. Driver Expectations & Policies

Behavioral, professional, and compliance expectations for drivers.

3. SOPs & Workflows

Step-by-step instructions for required operational, maintenance, reporting, and

administrative processes.

4. Training & Growth

Onboarding materials, reference resources, and development tools.

5. Templates & Tools

Approved forms, checklists, and tools used in day-to-day operations.

Use folder names and document titles to locate information relevant to your task.

The Operational Procedures Guide

The Operational Procedures Guide serves as a consolidated starting point for

operational tasks.

- Short, one-page procedures that do not require standalone SOPs are documented

directly in the guide.

- Longer or more complex procedures are maintained in individual SOP documents and

are referenced within the guide.

If you are unsure where a procedure lives, begin with the Operational Procedures Guide.

What to Do When You’re Unsure

1. Review the applicable SOP first.

2.If no SOP exists, refer to Operating Principles and Driver Expectations.

3.If uncertainty remains, ask for clarification before acting.

Do not assume or improvise when a documented process exists.

1. Operating Principles

 Core Operating Principles

These principles define how BRLS operates at its core — the mindset, standards, and behaviors that guide

every decision and every interaction across the fleet and leadership team.

Safety First

Safety overrides revenue, convenience, deadlines, and pressure.

If something is unsafe, we pause, evaluate, and correct.

Ownership & Accountability

We own our choices, actions, and mistakes.

When something goes wrong; we look for solutions, not blame or excuses.

Urgency and Initiative

We avoid complacency.

We stay ahead by arriving early when possible, communicating early, and taking proactive steps

without being told.

No coasting, no waiting for problems — we stay ahead.

Integrity in All Actions

We operate with honesty, fairness, and professionalism.

We don’t cut corners or compromise standards to make a quick gain.

Integrity protects the business and the people who depend on it.

Solution-Oriented

We do not operate from panic, frustration, or emotion.

We stay steady, clear-headed, and intentional — especially when things go sideways.

Every message and decision is oriented toward solving the issue, not escalating it.

Respect Agent/Customer Relationships

Agents are our customers.

We treat them with professionalism, constancy, and respect —- and we expect drivers to do the

same.

Healthy agent relationships benefit everyone.

Strategic Dispatching

We prioritize freight that makes sense, not just what’s fast or easy. Decisions consider region,

timing, risk, consistency, driver/equipment capability, and big-picture profitability.

We avoid loads that create problems down the line.

Consistent Processes

We operate through stable, repeatable systems.

Everyone follows the same workflows so drivers get consistent support.

Consistency creates predictability, and predictability builds trust.

Decision-Making Principles

These principles guide how decisions are made across BRLS — whether during dispatch, problem-

solving, driver management, or leadership operations.

Safety Overrides Everything

If a decision has a safety risk, we stop and reassess.

No load, timeline, profit, or convenience outweighs safety.

Clarity Before Action

We do not act on vague information or assumptions.

We confirm facts, ask for clarity, and ensure we understand the situation before moving.

Communicate Early, Not Later

When a decision impacts others, we communicate early.

Silence creates confusion — early communication creates alignment.

Choose Long-Term Over Short-Term

We make decisions based on long-term stability and profitability, not quick wins.

A short-term gain that creates long-term problems is not worth it.

Consider Operational Ripple Effects

Every decision affects:

Dispatch workload

Driver workflow

Future loads

Equipment

We choose options that minimize downstream friction.

Stay Calm and Objective

We do not make decisions from emotion, annoyance, or fatigue.

We stay steady, professional, and fact-driven.

Prioritize Transparency

When decisions impact drivers or internal leadership, we communicate the “why” when

appropriate.

This builds trust and prevents misinterpretation.

Default to Movement, Not Avoidance

When a decision needs to be made, we don’t ignore it or just let it sit.

We evaluate calmly and move forward with the best available information.

Align With Principles, Not Mood

Decisions should match BRLS standards, not personal irritation, stress, or preference.

Principles keep us consistent.

Protect Relationships With Drivers and Agents

We choose paths that maintain professionalism and trust — even when situations are

annoying or inconvenient.

Do the Right Thing, Even When It’s Hard

We choose honesty, fairness, and integrity even when no one is watching.

Cutting corners is not the BRLS way.

Summary Statement

BRLS makes decisions with clarity, calmness, consistency, and long-term stability in mind.

We move intentionally —- not recklessly.

We communicate early, minimize ripple effects, and operate with integrity.

Problem-Solving Framework

A consistent method for identifying, communicating, and resolving issues quickly and

professionally.

Identify the Problem Clearly

Before taking action, define the issue in one sentence.

No emotion. No story. Just the core fact.

Example: “Truck became inoperable due to a mechanical issue while en route.”

Gather Key Facts

What do we actually know?

- Time

- Location

- What has already happened

Communicate Early

We never let problems sit.

The moment an issue becomes clear, we notify the right people.

Silence makes the problem bigger — early communication contains it.

Bring Options, Not Just the Problem (See Problem Pyramid)

Whenever possible, bring 1–3 possible solutions or next steps.

Even rough ideas help leadership move faster.

Example:

- “I can start calling nearby shops to gather pricing and availability for roadside”

- “I can notify the agent of breakdown and discuss delivery implications”

- “We may need to plan for the truck to be taken out of service depending on repair

times”

Choose the Best Option Based on BRLS Principles

We evaluate solutions using the priorities:

1. Safety

2.Clarity

3.Long-term stability over short-term gain

4.Minimize ripple effects

5.Professionalism

The option that best aligns with these principles is the one we pursue.

Act With Patience & Intentionality

We do not rush into decisions.

We take the time needed to fully understand the situation, evaluate the facts, and choose

the best long-term path.

Calm, deliberate action prevents escalations, reduces mistakes, and leads to stronger

outcomes.

Document the Outcome (When Needed)

If the issue will matter later:

- Note times

- Note what happened

- Note who was told

This protects everyone and prevents memory gaps.

Debrief if It Was a Significant Problem

Aer the situation is handled, we check:

- What caused it?

- What prevented faster resolution?

- What can be improved next time?

Small adjustments → major prevention.

Summary

Identify → Gather → Communicate → Propose → Decide → Act → Document → Improve.

A simple, repeatable system that keeps BRLS efficient, professional, and calm under pressure.

 2. Driver Expectations and Policies

BRLS Code of Conduct

These are our behavioral expectations that support safety, professionalism, trust, and strong

working relationships across the BRLS fleet.

Professional Communication

Respond promptly to dispatch, agents, and customers.

Keep messages clear, direct, and respectful.

Avoid profanity, hostility, or emotional outbursts in work channels.

Timeliness & Reliability

On-time pickups and deliveries are non-negotiable.

Give accurate ETAs and immediate updates if delays occur.

Be ready to roll at planned times and follow your dispatch plan.

Ownership & Accountability

Own your decisions and actions — no excuses, no blame-shiing.

Communicate proactively about issues before they become problems.

Complete all required document submissions, reports, and accountability sheets daily.

Safe Conduct on the Road

Follow DOT, FMCSA, and Landstar regulations at all times.

Drive defensively and avoid aggressive behavior.

Zero tolerance for driving under the influence of any substance.

Load Care & Cargo Responsibility

Understand load requirements before moving.

Maintain securement and trailer condition.

Report damage, delays, or concerns immediately.

Equipment Respect

Treat truck and trailer as business assets.

Perform pre-trip, en-route, and post-trip inspections daily.

Report maintenance issues early — do not wait until failure.

Professionalism at Shippers/Receivers

Be courteous, patient, and presentable.

Follow facility rules without argument.

Represent BRLS and our agents with integrity.

Financial Responsibility

Manage fuel, maintenance funds, and operational costs responsibly.

Follow any BRLS or Landstar policies around settlements and advances.

Keep personal spending from interfering with operational readiness.

Problem-Solving Expectations

Bring solutions or options when presenting a problem.

Follow the BRLS problem-solving pyramid (identify → propose → execute).

Ask for help early if you’re stuck.

Zero Tolerance Policies

No harassment, discrimination, or abusive behavior.

No falsifying logs, documents, or communication.

No dishonesty regarding incidents, breakdowns, or delays.

Team Conduct & Culture

Collaborate respectfully with dispatch and other drivers.

Support a positive, growth-minded environment.

Feedback is welcome; negativity without solutions is not.

Consequences

Failure to follow the code of conduct may result in:

Coaching

Performance reviews

Restrictions

Removal from the program (for repeated or severe violations)

What Drivers Can Expect From BRLS

These principles outline how BRLS supports and works with every driver to ensure safety,

profitability, and a strong working partnership.

Clear, Consistent Communication

Straightforward, respectful communication at all times.

Transparency on load details, timing, and expectations.

No guessing — you’ll know the plan and the reasoning.

Fair & Strategic Dispatching

Loads assigned based on availability, performance, freight strategy, and what benefits the

driver.

No favoritism. No hidden agendas.

Decisions are explained when needed so you understand the bigger picture.

Reliable Support

Access to calm, solution-focused help when issues arise.

Guidance on operations, timing, and best practices.

You will not be le to figure out major problems alone.

Respect for Your Time

Efficient communication — no unnecessary calls or texts.

Respect for your downtime when it’s communicated ahead of time.

Stability in planning to reduce last-minute surprises.

Honest, Transparent Planning

Clear rate information, mileage, timing, and constraints.

Expected challenges communicated upfront when possible.

No withholding of information that impacts your decisions.

Consistent Processes

Predictable dispatch workflows and expectations.

Stability in communication and operations — no constant shiing.

Weekly structure drivers can rely on.

Growth & Development

Constructive feedback aimed at improving performance and profitability.

Support with skill-building, communication, and problem-solving.

Opportunities for long-term advancement if the driver wants it.

Professional Partnership

You are treated as a business partner, not a number

Your questions, input, and concerns are respected.

Mutual professionalism forms the foundation of the relationship.

Summary

BRLS commits to fairness, communication, stability, and support.

In return, we expect professionalism, accountability, and proactive communication from every

driver.

Communication Channels

These are the communication channels used at BRLS and the guidelines for when to use each.

Purpose & Intent

Clear communication is critical to keeping BRLS operating safely, efficiently, and at scale.

As the fleet grows, leadership time and attention must be used deliberately so we can

support everyone effectively.

These communication guidelines exist to ensure:

- Issues are routed to the right place the first time

- Information is documented and accessible

- Urgent matters receive immediate attention

- Non-urgent topics still receive thoughtful, thorough responses

Following these channels helps ensure issues are addressed efficiently and consistently.

Signal Messenger App (Primary Communication Channel)

Please acknowledge all announcements from management in all applicable threads with a “thumbs

up” emoji so we know you’ve seen them.

Fleet Message

- Document sharing

- Weekly MPG/CPM Reporting

- General information and announcements

- Policy updates

Truck Chat

- All communication directly with management including:

• Maintenance concerns/reminders

• ETAs and ETA changes

• Load issues or delays

• General questions or discussion inquiries (initiation of high-level questions that will require

phone discussion)

Platform Group

- Securement pics

- Securement questions

- Platform-related issues

BCO Mentoring Group (Mentoring Clients Only)

- Internal networking

- Mentoring program-specific announcements

- Shared learning

Truck Email (Agent Communications)

This is the official line between your truck and the agent.

Use ONLY for communication with agents — not BRLS management.

- Receive rate cons/freight bills

- Arrival/Departures

- ETAs

- Delays

- Questions regarding shippers/receivers

- Securement pictures when requested

“If it isn’t written down, it didn’t happen.”Phone Calls (Escalation and Teaching)

Call when speed matters or when a situation requires immediate support

Initiate a planned discussion for more in-depth explanations

- Use for urgent questions

- Emergency situations

- Serious delays or refusals

- Complex topics that need back-and-forth

- Performance check-ins (when scheduled)

If a problem can cause further issues by waiting: CALL.

If a situation can be clearly explained via message and does not require immediate action, Signal

should be used instead of a phone call.

Zoom (Scheduled group discussions)

Used for structured conversations and training.

Examples:

- Fleet Meetings

- Informational or educational presentations

- Addressing performance concerns

- Visual walkthroughs

Summary:

Use Signal as the default starting point for communication.

Escalate to phone calls when urgency, safety, or complexity requires real-time discussion.

Use email for agent communication and documentation.

Choose the channel that provides the right balance of speed, clarity, and record-keeping.

Clear communication keeps loads moving, prevents misunderstandings, and allows leadership to

support the entire fleet effectively.

Driver Expectations

These expectations ensure safety, professional conduct, efficient dispatching, and strong relationships with agents,

shippers, and receivers. Drivers who consistently meet these expectations experience smoother operations, higher

revenue potential, and fewer preventable issues.

Communication

Drivers are expected to follow BRLS communication standards at all times, including:

- Respond promptly to messages from dispatch and management.

- Send ETAs at required points: loaded & secured, empty, and anytime it changes.

- Communicate delays immediately—before the agent reaches out.

- Keep truck chat professional, concise, and relevant.

Trip & Load Management

Drivers must take full ownership of their runs by:

- Acknowledging booked load assignments

- Confirming all load details upon receipt of rate confirmation (pickup/delivery times, addresses, revenue,

special requirements).

- Planning routes efficiently and safely.

- Monitoring weather, traffic, and potential delays.

- Arriving on time or communicating immediately when timelines change.

- Verifying all load securement requirements in the signal platform group

Securement Standards

- Follow all securement instructions provided by agents, dispatch, and BRLS platform guidelines.

- Send securement pictures in agent email thread (when required) before leaving the shipper.

- Maintain securement equipment in good working condition and notify management when replacement is

needed.

Professional Conduct

Drivers must represent themselves and BRLS professionally by:

- Being respectful with agents, shippers, receivers, and fellow drivers. (Remember who your customer is.)

- Dressing appropriately and maintaining a clean, presentable appearance.

- Avoiding arguments, emotional reactions, or unprofessional comments in any communication channel.

Equipment & Maintenance

Drivers are responsible for:

- Performing pre-trip and post-trip inspections.

- Reporting maintenance concerns immediately.

- Keeping equipment clean, organized, and road-ready.

- Ensuring safety equipment and securement tools are present and functional.

Safety & Compliance

- Follow all FMCSA regulations and Landstar policies.

- Drive within HOS limits without exception.

- Take necessary breaks to avoid fatigue.

- Never operate under the influence of drugs or alcohol.

Administrative Responsibilities

Drivers must:

- Submit required documents (invoices, receipts, PODs, etc.) promptly.

- Track and report MPG/CPM weekly.

- Maintain updated paperwork in the truck (registration, permits, medical card, etc.).

Accountability

BRLS drivers are expected to:

- Take initiative instead of waiting for instructions for obvious next steps.

- Own mistakes, report them immediately, and participate in corrective action.

- Avoid excuses, blame shifting, or withholding information.

- Keep BRLS informed—lack of communication is noncompliance.

Attitude & Coachability

- Approach feedback with professionalism and willingness to improve.

- Ask questions when unsure instead of guessing.

- Participate actively in mentoring, meetings, and performance check-ins.

Reliability & Work Ethic

Drivers must:

- Start their day early enough to meet dispatch and freight requirements.

- Maximize productive drive time within HOS limits.

- Maintain consistent weekly performance and avoid preventable downtime.

ETA Reporting Guidelines

Reliable ETA communication is critical to maintaining smooth load flow, preventing escalation with

agents, and avoiding unnecessary problems. These guidelines explain how to calculate ETAs and

when and how to report them so BRLS can support you effectively.

How to Calculate Your ETA

When calculating your ETA:

• Use actual drive time — # of miles/55mph

• Include standard non-driving time (10 hr break, pre-trips, fuel, 30 minute breaks)

• Consider time of day/rush hour patterns, terrain, known construction zones, etc

• Use weather data if available

• Do not inflate your ETA “just in case”

BRLS expects realistic ETAs based on normal operating conditions.

(See Trip Planning Worksheet for further training for calculating ETAs)

When to Report Your ETA

You must report an ETA during every load at the following times:

1. Immediately After Loading & Securing

Once the freight is secure and you’re ready to roll, send your ETA to the delivery.

2. When Empty

Send ETA to the next pickup (if assigned) or notify dispatch you’re empty and available.

3. Any Time Your ETA Changes

A new ETA is required when your original time changes by:

• 30+ minutes on short runs (< 1 day)

• 1+ hr on longer runs

• If something unexpected happens:

How to Communicate ETAs

ETA communication should be made to BRLS via Signal Truck Chat and to agents via

email unless otherwise instructed.

Use this format:

“ETA to shipper/receiver in [City, State]: [time]”

(Always use time zone of the given city)

Early Arrivals

Early arrivals are encouraged and create strong relationships with agents and customers.

If you can arrive early:

• Confirm early unload possibility with agent (or directly with customer when POC is

given)

• Follow agent/customer instructions

• Notify dispatch

• Maintain professionalism (don’t pressure shippers/receivers)

Delay & Problem Reporting

If anything affects your ETA, notify BRLS leadership and the agent immediately.

Examples:

• Load/unload issues

• Road shutdowns

• Mechanical issues

• Inclement weather

If the situation changes your ETA, we must know immediately.

What Not To Do

• Don’t send vague ETAs (“sometime this afternoon”).

• Don’t give “worst case” times unless specifically asked.

• Don’t wait until the last minute to report delays.

• Don’t say “My GPS Said…” — adjust for YOUR driving pattern.

• Don’t ignore updated conditions (weather, traffic).

• Don’t assume leadership knows — say it clearly.

Summary

Calculate: normal driving + planned breaks.

Report loaded, empty, changes, delays

Communicate in Signal Truck Chat and Agent Email thread

 3. SOPs and Workflow

 4. Training and Growth