Chapter Eight: Coordination Methods and Model Systems Real coordination can only be achieved once these coordination

functions and concepts are fully understood and a conscientious effort is made to identify and implement coordination strategies which may prove beneficial in the agencies specific areas. Coordination Functions: Transportation services can be divided into three functions: administration, vehicle operations, and vehicle maintenance. 1. Administrative functions include supervision, billing and receivables, record keeping, purchasing, marketing, information and referral, and risk management programs. 2. Vehicle operations functions are those which involve transporting passengers, including receiving trip re uests, vehicle and driver scheduling, scheduling and routing trips, and dispatching and monitoring service. !. Maintenance functions concern vehicle upkeep, repairs, storage, procurement, and purchasing of parts, fuel, and e uipment. Coordination Concepts: There are four ma"or methods of coordination concepts in which some or all of these service functions could be combined. These are cooperation, coordination, consolidation, and brokerage. 1. Cooperation e#ists where two agencies work together, usually on an informal basis. $ach agency maintains complete control over all service functions of administration, vehicle operations, and maintenance. %n e#ample of cooperation would be the sharing of information about each others services and referral of clients to these services when appropriate. &ost paratransit agencies engage in such cooperative efforts. 2. Coordination brings two or more agencies together for "oint conduct of one or more functions. 'sually these efforts are formali(ed in some manner. )n the administrative function, coordination may include "oint scheduling or dispatching* and in maintenance, coordination could include sharing vehicle storage facilities. !. Consolidation brings all of the transportation service functions under the control of a single entity. )n this concept, one agency ac uires all the vehicles, performs all administrative, vehicle operations, and maintenance functions, selling its services to any agency needing client transportation. +. Brokerages bring the purchasers ,clients or agencies- and the sellers of transportation together, much as real estate agents bring property buyers and sellers together, handling certain arrangements of the transaction. )n this concept, the persons or agencies needing transportation services would contract with the brokerage. The brokerage agency then subcontracts with agencies providing transportation for the needed service. The brokerage may also perform some coordination functions as "oint billing or maintenance for its subcontracting agencies. )n addition, a brokerage may operate some of the vehicles used in the transportation program.

Model CTSAs: Paratransit, Inc , Sacramento Count! """ paratransit org .aratransit, )nc. began as an unofficial /T0% in 1uly 1234 with two borrowed buses owned by the local community college district and %rticle +.5 Transportation 6evelopment %ct funds passed to it through the local transit district to provide subscription transportation service for the students and demand7response service for individuals and agencies. 8y 1anuary 1232, in collaboration with the council of governments and seed money from /altrans, .aratransits maintenance center opened. .aratransit, )nc. was the model for coordination envisioned in the 0ocial 0ervice Transportation )mprovement %ct and became the first officially designated /T0%. %s such it became an eligible direct claimant for %rticle +.5 T6% funds and local city and county funds. 9hen that happened, .aratransit consolidated duplicate service operated by the local transit district. )n 1244, .aratransit became a direct claimant of local sales ta# funds* this local 2:7year transportation measure was recently renewed for !: additional years ,effective 2::2- and the amount available to .aratransit was significantly increased. 0ince 122: .aratransits funds have been blended with the transit districts to consolidate %6% complementary paratransit with other mobility management activities of .aratransit, )nc. ;ver 4: neighborhood and social service organi(ations benefit as a result. Demand-response and agency transportation is available to individuals who are elderly, low7income, and<or %6%7 ualified with all riders sharing vehicles to take either subscription or on7demand rides. .aratransit directly provides and<or brokers these trips, whichever method is the most effective to meet passenger obligations and comply with various regulations. The demand7response fleet is owned by .aratransit, )nc. and<or the transit district and is e uipped with mobile data computer, automatic vehicle location, and global positioning system technologies owned by .aratransit for paperless real7time monitoring and data collection. Trip booking, scheduling, and dispatching are accomplished in advance and<or in real7time using scheduling software owned and operated by .aratransit. %gency service is either consolidated within .aratransit or coordinated with participating agencies on a cost7sharing basis. =ery sophisticated operational and financial data collection, forecasting, and reporting tools are developed and managed by .aratransits information technology staff. Community Shuttles which .aratransit either operates or coordinates in several neighborhoods connecting residents to local stores and services in demand7response and<or route7deviated modes utili(ing fle#ible intelligent transit system technologies described above. These pro"ects are coordinated with the transit district, transportation management associations, and .aratransit.

Mobility Training has been provided since the mid 124:s. To date over 2,::: graduates have en"oyed increased independence and civic engagement as a result. This is one of our nations oldest and continuously active travel training programs. .rofessional trainers take referrals from about !: participating social service agencies and teach trainees to read bus schedules, know how to make transfers, know the basic rules of the transit system, and know specific routes they need to safely get to school, work, shopping and other important destinations. /urrently about 4:: new trainees opt to use public fi#ed route transit in 0acramento annually. %bout 1::,::: trips have been diverted from demand7response mode to fi#ed route bus and rail for an annual savings of about >1.+ million. &ore importantly, by catching the right bus, additional demand7response capacity is reserved to manage mobility for individuals with fewer mobility options. % key coordination aspect of this program is the connection to the %6% complementary paratransit service eligibility process conducted by the transit district and the public transit fare structure. To encourage use of this mode over demand7response, %6%7 ualified individuals use their )6s to ride fi#ed route bus and rail with an attendant for free. .aratransit operates remote mobility training programs as well, with 0pokane Transit being the most recent pro"ect. Maintenance service is consolidated at .aratransits state7of7the art maintenance center "ointly e uipped by .aratransit and the transit district. This facility is able to service full7 si(ed gasoline, diesel, and /?@ transit vehicles as well as lift7e uipped small buses, vans and minivans, vehicles adapted for use by people with disabilities, and automobiles. .aratransit maintains is own fleet ,over 13: vehicles-, and about 2:: vehicles belonging to over +: /T0% partner agencies, shuttle systems, and outside agencies. )n a recent new coordination effort with the /ity of 0acramento .aratransit is engaged in a pilot pro"ect to implement annual ta#icab safety inspections to ensure compliance with the /itys newly7 adopted ta#i ordinance, which mandates an accessible ta#i fleet.

#as! $i%t Transportation, Inc Santa Bar&ara Count! '( Cass Place, Suite ) *oleta, CA +(,,www.easylift.org $asy Aift is one of /alifornias longest designated /T0%s. %s a nonprofit agency, its mission is to serve the south coast 0anta 8arbara /ounty community by pledging to offer cooperation, creativity, and leadership. )ts si#7member 8oard of 6irectors is dedicated to supporting the independence of individuals with special needs by providing safe transportation and related services, and is committed to providing its employees, volunteers, and passengers with a supportive work and service environment. Bunding for $asy Aifts services comes from a variety of public and private sources, including local companies and individuals who make generous financial contributions or volunteer their time ,drivers, reservationists-. $asy Aift is well known for its creative programs and

services designed to make the best use of limited funds through innovative coordination activities. Dial-A-Ride: $asy Aifts most commonly known service is 6ial7%7Ride. $ach year it schedules tens of thousands of rides serving over 1,5:: different riders each year on its 6ial7%7Ride ,door7to7door- program for individuals whose mobility or cognitive impairments prevent them from riding regular fi#ed route transit ,over 2,::: are registered-. The goal is to create mobility and independence for its riders. $asy Aifts 6ial7%7Ride program is subsidi(ed through fundraising, grant writing, and public transit monies. .assengers pay >2.:: for each one7way ride and all trips are scheduled on a first7 call, first7served basis without priority given to programs, trip purpose, or individuals. %t $asy Aift every minute of the day is precious, so they make every effort possible to use that time efficientlyCincluding through development of their own proprietary scheduling software. Contract Services: 9hile $asy Aifts 6ial7%7Ride program is dedicated to serving individuals living independently, its /ontract 0ervices is designed to support human service agencies with transportation needs. @roup homes and<or programs desiring transportation of their clients or residents for programmatic or recreational activities find support by contracting with $asy Aift at special group rates, usually billed by the hour, that vary depending upon the logistics involved. /ontract and charter service are scheduled sub"ect to availability. #as! $i%t $oaner Vehicle Program: 0ometimes organi(ations on tight budgets have a very real transportation need, but cannot afford to purchase contract service or operate their own vans. )n such circumstances $asy Aift offers a Aoaner =ehicle .rogram. 'nder this program, the re uesting organi(ation provides $asy Aift with its own driver candidate who is then trained free of charge to become an $asy Aift volunteer driver. ;nce training is completed, this individual may borrow $asy Aifts vans to transport the agencys own clients. $asy Aift also covers vehicle insurance and the $asy Aift van free of charge. .articipating agencies replace any fuel consumed at their own e#pense. )f this approach isnt feasible for an agency, $asy Aift vans may also be chartered for hire. .uman Services /adio 0et"ork )ispatch Service: %ny organi(ation that has its own vans knows the need for communication with drivers when they are on the road. )n 1224 $asy Aift established the Duman 0ervice Radio ?etwork. Today $asy Aift dispatches over +: vans from nearly a do(en local nonprofit agencies via its centrali(ed dispatch communications center. There is a nominal monthly fee to participating agencies for this service. #as! $i%t Mo&ilit! Training Service: &obility gives people independence. To provide transportation options for seniors and the physically challenged, $asy Aift offers &obility Training where a trainer works one7on7one with individuals teaching them such skills as how to read a transit district bus schedule, where to catch the bus they need, and so on. $asy Aifts trainer will also ride with program participants on a repeated basis until they feel comfortable navigating fi#ed route bus service on their own.

Pro1ect Sa%e Streets Communit! )river Training: &any organi(ations operate their own vans but have no way to train their drivers. Through $asy Aifts state certified driver trainer, $asy Aifts .ro"ect 0afe 0treets program provides free training tailored to meet each agencys specific needs. $asy Aift staff is available for a variety of consulting services including help with vehicle purchases, special workshops, etc. 2nited Cere&ral Pals!3/ide34n, CTSA San $uis 4&ispo Count! &ark 0haffer, shafmtEaol.com The community of 0an Auis ;bispo /ounty thinks of '/.<Ride7;n as a service for everybody, which it is. Ride7;n is a subsidiary of 'nited /erebral .alsy ,'/.- of 0an Auis ;bispo /ounty. '/. was designated the /onsolidated Transportation 0ervice %gency ,/T0%- in 1243 to fund its speciali(ed evening and weekend transportation service for adults with disabilities using Transportation 6evelopment %ct, %rticle +.5 funds. )n 122!, '/. initiated the Ride7;n service to e#pand the /T0% services to include transportation for all social service agencies, seniors, and people with disabilities. 9hile Ride7;n uses its fleet to serve both its /T0% and T&% activities, its funds, accounting, and bank accounts are maintained separately. The /T0% is fully reimbursed by the T&% on an hourly basis for use of Ride7;ns drivers and fleet. )n 1225, Ride7;n developed its Transportation &anagement %ssociation ,T&%- services for the general public. Ride7;n provides contract services for dial7a7ride services for the /ounty of 0an Auis ;bispo. )t has developed a menu of support services for social service agencies that provide their own transportation. The /T0% has teamed up with the Regional Transit %uthority, 0an Auis ;bispo Rideshare, and the %ir .ollution /ontrol 6istrict to develop marketing efforts to promote the entire transportation network to their community. /ide34n CTSA Services A. Tri-Counties Regional Center: Ride7;ns largest contract is providing daily transportation for people with developmental disabilities to work and day programs. The schedules are developed by an outside consultant and Ride7;n operates 2F daily routes serving the entire county. The ride is free for the rider and is billed to the agency on a monthly basis. B. Senior Shuttles: The 0enior 0huttle is a service for seniors over the age of si#ty7five ,F5-. The service costs >+.:: per ride and can be used for trips between cities for visits to the doctor, supermarket or to visit loved ones within the designated areas and on days in which the 0enior 0huttle service runs. There are a limited number of seats available, so advance reservations are recommended to Ride7;ns customers.

The ?orth /oast 0enior 0huttle ,/ambria, /ayucos, &orro 8ay, Aos ;sos, and 0an Auis ;bispo-: Transportation between these areas is e#clusively on &ondays from 2 a.m. through + p.m. The 0outh /ounty 0enior 0huttle ,?ipomo, %rroyo @rande, @rover 8each, .ismo 8each, %vila and 0an Auis ;bispo-: Transportation between these areas is e#clusively on Tuesdays and Thursdays from 2 a.m. through + p.m. The ?orth /ounty 0enior 0huttle ,0an &iguel, 0handon, /reston, .aso Robles, %tascadero, Templeton, 0anta &argarita and 0an Auis ;bispo-: Transportation between these areas is e#clusively on 9ednesdays from 2 a.m. through + p.m. 0an Auis ;bispo 0enior 0huttle ,0an Auis ;bispo to 0an Auis ;bispo-: Transportation &onday through Briday from 2 a.m. until + p.m. with pick7ups and drop7offs within the /ity of 0an Auis ;bispo. C. Medi-Cal Transportation: Ride7;n provides &edi7/al rides for people who are going to medical appointments and cannot use other forms of public transportation. Riers must be on &edi7/al health insurance and cannot have any other type of medical insurance. The service can be provided at any time, but must be a round trip ride to a medical facility. The ride is free for the passengers and is billed to the 0tate of /alifornia for reimbursement. D. ri!ate ay Rides: .rivate pay rides are rides that serve seniors and people with disabilities not covered by other Ride7;n billing methods. Dospital, care homes, and family members usually set up these rides and the fare amount is the same as a general T&% ride. The deciding factor is that the rider is a senior or a person with a disability. E. C" Rides: /). stands for the /ommunity )nteraction .rogram, which is a 'nited /erebral .alsy service for people with developmental disabilities in the evenings and on weekends. The '/. %dult 0ervices /oordinator sets up most of the rides using Ride7;n drivers and vehicles. The fare for these rides is >! each way. /ide34n CTSA Agenc! Support Services: Ride7;n provides the following support services to social service agencies that provide their own transportation services: a. b. c. d. e. f. g. h. &aintenance services for their vehicles 6evelopment of preventative maintenance programs 6river training programs 0afety )ncentive .rograms =ehicle ac uisition /D. )nspection preparation 6rug testing programs $mployee rideshare programs

/ide34n5s Count! Contract Services:

A. #ipomo Dial-A-Ride: ?ipomo 6ial7%7Ride is a door7to7door service in ?ipomo on &onday through Briday from F:!: a.m. until F:!: p.m. The fares are >1.25 for children, people with disabilities, and seniors. %dults ,1! and older- pay >1.35. B. South Bay Dial-A-Ride: 0outh 8ay 6ial7%7Ride is a door7to7door service in Aos ;sos on &onday through Briday from 4 a.m. until 5 p.m. The fare is >1.1: per ride for all riders, but a ten7ride pass is available for >2.5:. C. Cambria Trolley: /ambria Trolley is a fi#ed route service that operates Thursday through &onday during the summer and Briday through &onday during the rest of the year. The hours of operation are 2 a.m. until F p.m. and the service is free ,donations are accepted-. D. $i!e Cities Senior Shuttle: The Bive /ities 0enior 0huttle serves the communities of 0hell 8each, .ismo 8each, @rover 8each, %rroyo @rande and ;ceano on Tuesdays, 9ednesdays, and Thursdays from 2 a.m. until 5 pm. This door7to7door service costs >+ each. E. Templeton-Shandon Shuttle: The Templeton70handon 0huttle is a fi#ed7route service from Templeton to .aso Robles and on to 0handon. Riders can be picked up from their homes in Templeton and 0handon. 6rivers can make slight deviations along the fi#ed7route. The cost of the ride is >2 each way, e#cept a 0handon7Templeton connection which costs >!. /ide34n TMA Service: A. Airport%Amtra&%'reyhound Shuttle: The 0huttle service is for all individuals re uiring transportation to<from the airport, %mtrak or @reyhound station to their homes. The rides are booked in advance and provide an alternative to the local ta#i services. The service is available 2+ hours a day, seven days a week with riders receiving a pager number to call when the Ride7;n office is closed. Bares vary based on the distance of the ride. B. (unchtime E)press: Ride7;n offers this free ,to the customer- door7to7door service for parties of two or more riders to lunch at 2F sponsoring restaurants within 0an Auis ;bispo. This service runs &onday through Briday from 11 a.m. till 2 p.m. Ride re uests for this service are taken before 1: a.m. on the day re uested and are for pick7ups within the /ity of 0an Auis ;bispo. C. Medical Shuttles: T&% &edical 0huttles are for medical appointments for the general public. The service is door7to7door at the regular Ride7;n fare rate. E. *anpools: Ride7;n coordinates 2F vanpools that utili(e volunteer drivers who drive for no charge. $ach vanpool pays a monthly fee that includes the full cost for use of the vehicle, fuel, vehicle maintenance, insurance, vehicle washes, and registration.

$. Special E!ents: 0pecial $vent 0huttles are for groups who need the vehicle to stay with their group, such as to wine tasting, weddings, and community events. The group pays an hourly rate for the service. '. 'eneral TMA Rides: @eneral T&% rides are rides for the general public that do not fall into the other T&% ride categories. These riders pay the full Ride7;n rate. +. *isitor Shuttles: =isitor shuttles are T&% rides serving people staying at hotels in 0an Auis ;bispo /ounty. The T&% actively markets its shuttle services to the hotels. The Future o% /ide34n Transportation: Ride7;n is working with the Regional Transit %uthority and 0A; Rideshare to share a new building that will become the regional transportation hub for the county. Ride7;n has a fleet of F+ vehicles and RT% has !4. The two systems currently operate from separate locations, so the shared facility will offer opportunities to further coordinate their respective services. Ride7;n would like to e#pand its role to promote every transportation option to its callers. This &obility &anagement 0ervice will offer one phone number to the public to meet all their social service transportation needs. 0A; Regional Rideshare would be the &obility &anagement 0ervice for the general public. 0haring the same building will enable both agencies to meet the transportation re uests of any caller needing a ride. The vanpool program is a very low cost solution to help get commuters out of their cars. Ride7;n, in con"unction with the 0an Auis ;bispo /ouncil of @overnments, plans to secure regular funding to reduce the cost of riding in a vanpool. 8y increasing riders on RT% buses and Ride7;n vanpools, the agency hopes to avoid the need to spend >1 billion to widen Dighway 1:1 throughout the county.

*old Countr! Telecare 0evada Count! Fresno Count! /ural Transit Agenc! Fresno Count! #4C Fresno Count! $ake Count! Transit Authorit! $ake Count!6 Modoc Count! Access Services, Inc

$os Angeles Count! .; 8o# 31F4+ Aos %ngeles, /% 2::317:F4+ RoyEasila.org http:<<asila.org %ccess 0ervices, )nc. ,%0)- was established by ++ public fi#ed route transit operators in Aos %ngeles /ounty to administer and manage delivery of a regional %6% complementary paratransit transportation program. The /ounty of Aos %ngeles did not conduct an inventory or develop an %ction .lan pursuant to the 0ocial 0ervices Transportation )mprovement %ct until 1242 when the %ct was amended. )n 122:, coinciding with passage of the %mericans with 6isabilities %ct the planning agency designated itself as the first /T0%. Bour years later, a group of ++ Aos %ngeles area public fi#ed route transit operators created %ccess 0ervices, )nc. to administer and manage delivery of a regional %6% complementary paratransit transportation program. %t the same time this new agency was designated as the /T0% for Aos %ngeles /ounty and became responsible for coordinating transportation programs of the various social service providers. %0) is organi(ed as a /alifornia public benefit corporation and is a GgovernmentalH agency within the meanings of the /alifornia Bair .olitical .ractices %ct and the ;pen &eetings and Records %ct ,8rown %ct-. )t is governed by a nine member board appointed by the Aos %ngeles /ounty municipal fi#ed route operators, the Aos %ngeles /ounty local fi#ed route operators, the /ity of Aos %ngeles, the /ounty of Aos %ngeles, the Transportation /orridor Representatives of the Aos %ngeles branch of the Aeague of /ities, the Aos %ngeles /ounty /ommission on 6isabilities, and the /oalition of )ndependent Aiving /enters. )ts funding sources include local discretionary sales ta# revenues, federal grants under 0ection 5!1:, passenger fares, and other associated sources. )ts mission is to promote access to all modes of transportation and to provide dependable uality %6% complementary paratransit service on behalf of Aos %ngeles /ountys public transit agencies. %0) is a leader in promoting accessible and innovative transportation solutions. %s the /T0% %0) advocates for universal access to transportation and partners with other entities to secure alternate funding sources and legislation to e#pand transportation options for all. %0) is functionally organi(ed into five business units: 1- /ustomer 0ervice /enter, which serves as an overall customer information and registration service* 2- the speciali(ed transportation service contractors who are responsible for the safe and timely transportation of the eligible individuals to and from their re uested locations via %ccess .aratransit* !- the eligibility contractors, who are responsible for evaluating and certifying each individuals eligibility for %ccess .aratransit* +- the appeal contractors, who are responsible for evaluating individuals who appeal the eligibility contractors

decision* and 5- the /T0% for Aos %ngeles /ounty responsible for the coordination of numerous paratransit agencies. ADA complementary paratransit service management is %0)s primary focus. This service, called %ccess .aratransit, is available to individuals with disabilities who are unable to use public fi#ed7route transportation systems. %0) is not a direct service provider* rather it brokers trips in si# ma"or geographical areas to various service providers under contract to %0). %ccess .aratransit operates 3 days a week, 2+ hours of the day in most areas of Aos %ngeles /ounty. )t is a shared ride service that operates curb7to7curb and utili(es a fleet of small buses, minivans and ta#is. The CTSA is a state7mandated facilitator and department within %ccess 0ervices charged with the development and implementation of regional coordination of services and improvement of social service transportation. %0) defines social service as public or private7nonprofit organi(ations which provide services to seniors, persons with disabilities, the young, and the low7income disadvantaged. %0) supports social service transportation providers by providing referral services, education and training programs, resource materials, and technical assistance. The transportation services made possible by these agency providers has significantly benefit Aos %ngeles /ountys special needs riders and these agencies have remained viable entities through support of this /T0%. Bollowing are e#amples of %0)s /T0% programs and resources. /I)#I0F4 is a free telephone referral service providing callers with uick, accurate referrals to over 2:: public, human service, and private speciali(ed transportation providers in Aos %ngeles /ounty. 0ince 1222, the /T0% has maintained and updated the database to provide telephone information to callers re uesting transportation service options. $nhanced training techni ues have enabled telephone agents to act as Gmobility managersH and problem solvers who can match an individuals needs with available and accessible transportation options. %0) does not endorse, recommend, or guarantee the uality or availability of any transportation provider referred to. Referral hours are 4::: a.m. to 5::: p.m. &onday through Briday via telephone, te#t telephone, and<or email. Speciali7ed Transportation Training Program: The /T0% sponsors low7to7no7cost workshops and seminars for A% /ountys speciali(ed transportation providers. This /T0% program seeks to enhance the professional capabilities of social service transportation providers in Aos %ngeles /ounty by offering technical assistance and training opportunities. .rogram elements include: technical workshops and seminars* the 'niversity of the .acific Transit and .aratransit &anagement /ertificate .rogram, and financial aid in the form of scholarships. Technical workshops and seminars to improve management skills are one of the most crucial needs in speciali(ed transit today because: 1. The speciali(ed field operates under a complicated set of regulations. 2. This area is highly service oriented, with a clientele that needs sensitive treatment. !. Bunding typically runs far below the needs in the Aos %ngeles area, making special emphasis on cost saving measures and efficient management more critical than ever.

+. There is a high rate of staff turnover. ;ver the years several hundred individual managers in the region have participated in these programs and gone on to very successful transportation careers as a result. %nother positive outcome is the increase in capital grant funding to human service agencies in the Aos %ngeles region, which is directly attributed to capital grant writing workshops in which the /T0% walks prospective grantees through the process, helping to evaluate their applications before undergoing the local review process. This confidence7building approach has made a real difference in the uality and safety of human service transportation in the region. )irector! o% Speciali7ed Transportation Services: The /T0% publishes The Directory of Specialized Transportation Services, a comprehensive compilation of service and eligibility information on some 2:: social service, public, medical, and commercial agencies offering transportation services within Aos %ngeles /ounty. The directory serves two important functions. Birst, it is an e#cellent resource for case workers, client agents, advocates, and other agencies in helping clients arrange appropriate speciali(ed transportation. 0econd, it provides those offering transportation services an e#cellent information resource for future planning and coordination efforts. ;ver the years it has been updated and improved to include easy7to7use color maps and reference guides* specific information on accessible services in ad"acent counties* and various programs advanced reservation and eligibility re uirements, website addresses, and client profiles. The directory is free to transportation providers and client agents.