One Call Transportation Services

1
One Call Transportation Services

• Building on a Network

2
Continuum of Transportation
3
Area Transportation Modes

• Public bus
• Light rail
• Street car
• Aerial Tram
• ADA paratransit
• Medical Transportation
• Community Transportation
• Private shuttles

4

• Centralized Information Referral
• Travel Training
• Community Transportation Services
• Door-to-door demand response
• Community shuttles
• General Public
• Job Access
• Shared vehicle program
• Retired vehicle program
• Innovative transportation solutions
• Client based services

5
Regional One Call Goals

• Trip planning and scheduling
• Mobility assessments and eligibility
• Travel Training
• Vanpool and other ride-sharing options
• Other (escort services, home delivered products
  services, etc.)
• From Coordinated Human Services Transportation
  Plan for the
• Tri-County Area, Section 4

6
Ride Connection Service Center

• Primary information and referral hub
• Able to coordinate transportation services with
  multiple programs and providers, including public
  transit
• Provides a reliable and consistent customer
  service experience

7
Primary Activities

• Call taking
• Customer screening and registration
• Information and referral
• Trip request booking
• Scheduling
• Trip planning on fixed route and/or referral to
  Travel Training

8
Having a Conversation About Transportation Options
9
Expanding Resources and Coordination

• Focus on improving mobility
• Providing trip-by-trip recommendations and
  coordinating services
• Educating the customer about their travel options
  and encouraging them to self-select the most
  appropriate mode
• Increasing capacity for door-to-door dependent
  customers

10
Tools Used - Where We Started

• Reference binders and community resource guides
• Thomas Guides
• Paper Intake and Referral forms
• Customer information files
• White Boards and other paper scheduling and
  dispatch tools
• Standard Office Phone System

11
Tools Used Where We Are

• Internet, Web Sites and Search Engines
• Intake and Referral database
• Customer record management integrated with
  scheduling and dispatch software
• Upgraded call manager with call queuing and
  multi-lingual messaging and representative access
• Specialized trip planning tool developed by
  TriMet

12
Service Planning for Growth

• Service Provider Support
• Language Support
• Publications Support
• Creation and Implementation of Innovative
  Transportation Solutions
• Fare assistance program
• Transit boards
• Rethinking transportation model
• Driver Transition program

13
Technology Planning for Growth

• Use available off the shelf products when custom
  solutions are not in the budget
• Choose software and systems that are open and
  scalable
• Whenever possible, co-develop new technology with
  partners

14

15
The Future

• Continue to expand our call center and scheduling
  support to include new services and partners
• Use our current technology to create more
  opportunities for coordination of individual
  trips
• Improve community awareness through outreach and
  marketing

16
Contact and Resources

• Cora Lee Potter
• Service Specialist -Ride Connection
• cpotter_at_rideconnection.org
• www.rideconnection.org
• Tri-County Area CHSTP
• http//www.trimet.org/pdfs/publications/Coordinate
  d_Human_Services_Transportation_Plan.pdf