SECTION 7 BEST PRACTICES IN SENIOR TRANSPORTATION

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1 SECTION 7 IN SENIOR TRANSPORTATION

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3 IN SENIOR TRANSPORTATION IN SENIOR TRANSPORTATION INTRODUCTION Introduction This section provides an overview of a literature review and identified projects in the United States or from other countries, where appropriate, that illustrated a best practice in senior transportation. Best practices were identified from news accounts in various trade journals (Passenger Transport), consultant staff participation at various trade conferences and expositions, scholarly papers documenting such practices (e.g., Research Board (TRB) papers), and the consultant s own understanding of such best practices. This process was facilitated by the fact that a national conference on senior transportation was held in early The National Conference on Aging & Mobility, was a national showcase of best practices in senior mobility in the 21 st Century. From the compiled list of best practices, four (4) selected projects were invited to attend the Best Practices Community Forum, held in Cleveland on June 20, The purpose of this forum was to allow a wide range of project participants, project stakeholders, and other communities of interest in Cuyahoga County to learn more about innovative practices being employed in other communities to improve and enhance senior transportation services. The forum was organized as a series of formal presentations and individual break out session permitting participants to directly interact with selected speakers. CRITERIA USED IN THE REVIEW, EVALUATION, AND SELECTION OF BEST PRACTICES PROJECTS In conducting this search, RLS will examine the potential candidate for similarity to the study area in terms of geographic size, population, and existing scope of transit services in the community. Criteria Used in the Review, Evaluation, and Selection of Best Practices Projects Among the types of innovation that will be sought will be successful examples of: Coordination and/or consolidation of programs and resources that result in more effective and more accessible senior transportation services Integration of ADA and human service agency transportation Suburban mobility strategies that are designed to facilitate access for the older traveler 151

4 Re-design of existing, traditional transit services to facilitate access by seniors and/or disabled travelers (service routes, for example) Applications of new technologies that facilitate greater coordination and control of transit vehicles, promoting greater efficiencies in vehicle operations Applications of universal fare card or payment systems that enable transit patrons to travel more conveniently on a variety of transit modes Traveler information systems that provide ready and convenient access to transit information for various modes Criteria Used in the Review, Evaluation, and Selection of Best Practices Projects In conducting this search, it was observed that the total number of projects throughout the United States was rather limited. In some cases, the innovative practice involving the transportation of seniors was very limited in size, scale and scope. Indeed, many of the showcased best practices at the National Conference on Aging & Mobility, fell into this category. It was also observed that most innovation in non-traditional or specialized transit service in the last decade was focused on services targeted for the disabled, not necessary the elderly. This focus corresponds with the transit industry s efforts to implement the service standards imposed by the Americans with Disabilities Act of Local transit authorities and much of the private sector have focused extensively through direct services and contractual services to meet service standards for complementary paratransit. These efforts, it has been suggested, have come at the expense of investment of similar services for the non-disabled elderly. As a result, the number of best practices is more limited. SELECTED IN SENIOR TRANSPORTATION Nevertheless, transit systems in the public and private sectors were contacted and literature searches conducted to identify potential best practices. Based on this review, the following projects have been identified: Washington Elderly Handicapped Service, Washington, D.C. Council for Jewish Elderly Shalom Service, Chicago, IL Midway-Kansas Chapter of the American Red Cross Program, Wichita, KS Connecticut Legislative Program Review and Investigations Committee Study on Elderly, Hartford CT Florida Commission for the Disadvantaged (CTD), Tallahassee, FL Ride Connection, Portland OR 152

5 Jewish Family Services Senior Project, Albuquerque, New Mexico Regional Action Plan on Aging & Mobility, Maricopa County, AZ Community Arranged Resident Program (C.A.R.T.) Project, New York, New York Summit on Specialized Needs, King County Department of Accessible Services Advisory Committee, Seattle, WA Access Services, Los Angeles, CA Rider s Choice, Regional Program and Independent Network (ITN), Portland, ME Elderly Mobility & Safety Final Plan of Action, SEMCOG, Detroit, MI Reimbursement and Information Project (TRIP), Riverside County, CA Flexline Mobility Service, Gothenburg, Sweden A brief overview of these projects is presented below. For each project, a brief narrative description is provided. A description of key characteristics that have some relations to the Cuyahoga County Strategic Plan for Senior is noted. Finally, the consultant provides an evaluation of the similarities and potential technology transfer of the concepts of each project to Cuyahoga County. Washington Elderly Handicapped Service (WEHTS), Washington, D.C. Description The Washington Elderly Handicapped Service (WEHTS) is a basic life support transportation system for senior citizens in the District of Columbia. WEHTS provides transportation for medical appointments, shopping, and personal business as related to income, benefits, housing, and medical concerns. The program is open to any District of Columbia resident 60 years of age or older. The program is operated by the United Planning Organization (UPO). UPO, the designated community action agency for Washington, D.C., is a private nonprofit human service corporation that plans, coordinates, and implements human service programs in the Nation's Capital. As a program funded under the Older Americans Act, no fees are charged for the service. The solicitations of voluntary contributions from participants, 153

6 however, are sought, consistent with OAA regulations. No senior citizen is denied service because of an inability to contribute. WEHTS is a curb-to-curb service. The service requires that all wheelchair users or any individual with a physical mobility limitation must provide their own personal care attendant. WEHTS operates Monday through Friday from 7 AM to 6:30 PM. The service is closed all holidays that are honored by the District of Columbia Government. In addition to this service, WEHTS also operates the Call 'n' Ride program as a supplement to this program. Call 'N' Ride is a transportation service funded by the D.C. Office on Aging. It allows elderly District of Columbia residents who meet certain eligibility (income) requirements to obtain transportation for a portion of its normal cost. Also, trips may be made for any purpose. This user-side subsidy program is open to residents who are 60 years of age or older may be eligible to use Call 'n' Ride. coupons are sold to eligible uses, using a sliding income fee scale. Users may purchase up to $40.00 worth of coupons per month. The coupons are then redeemable for rides on local taxicabs. Key Project Characteristics The project operates in a large, urbanized area. The project recognizes that paratransit services are necessary to supplement an existing extensive public transit system consisting of bus transit, ADA paratransit, and heavy rail modes. The service is operated with funding provided through the local aging network. All of these elements are similar to the environment in Cuyahoga County. Potential Technology Transfer for Cuyahoga County The service is operated exclusively for seniors. Vans owned by WEHTS are used, supplemented by a large network of taxicabs in the Call n Ride program. User-side subsidy programs are not new, and the procedures and technology to implement such a program are widely available and could be implemented in Cleveland. The primary unique element of this project is the fact that the program is aimed exclusively at seniors (and in some cases, lowincome seniors). 154

7 Council for Jewish Elderly Shalom Service, Chicago, IL Description The Council for Jewish Elderly (CJE) is a multi-purpose, faith based nonprofit organization serving the greater Chicago area. CJE's range of services extends from assisting those who live in their own homes, but need occasional physical or psychological support, to those who need the most protection and care in a long term care facility. A large number of people who seek assistance from CJE are from the former Soviet Union. Russian speaking staff members are available to help in a variety of areas ranging from counseling to paperwork. Some CJE materials are translated into Russian. CJE's operates its own transportation program designed to serve persons 60 years of age or greater. The buses provide scheduled trips to destinations such as grocery stores, medical appointments and the Jewish Community Center (JCC). Most buses are wheelchair accessible. Certain boundaries and restrictions exist. While most trips are to bring participants to CJE programs, other trips purposes are accommodated. A total of 57,634 passenger trips were provided in the last fiscal year. Key Project Characteristics This project was selected for two primary reasons. First, the project operates in a large, Midwestern urbanized area. Second, a faith-based organization has taken a lead role in augmenting traditional public transit resources to provide general purpose trips specifically to senior citizens. While most trips do support the transport of clients to the organization s programs, other trips are permitted in the system. Potential Technology Transfer for Cuyahoga County The Jewish Community Center of Cleveland has, in many respects, exceeded the characteristics of this best practice project due to its implementation of a coordination concept with other municipal organizations. However, this example reinforces the actions of the local JCC in taking a lead in the community for providing additional transportation resources for seniors. 155

8 Midway-Kansas Chapter of the American Red Cross Program Description This is one of many American Red Cross chapters throughout the United States that provides transportation. The Midway-Kansas Chapter Program uses over of 180 volunteer drivers who participate in the program that provides transportation of blood products and transportation for people aged 60 and over to their medical appointments and Good Neighbor Nutrition Program (GNNP) sites for nutritious meals. The program also transports non-elderly, including disabled children to schools and other children who participate in the local YMCA. The program was officially founded in 1973 when the chapter's Board of Directors formed a Department to address frequent requests for service. Today, the program focuses only on the above stated trip needs. It was reported that this ARC focuses their senior transportation on the frail, elderly who live alone. In 2001, the chapter provided 708 seniors with 13,196 trips to medical appointments. Almost half of those trips were set up initially by the local Department of Social Services' case workers, medical aides, or staff at medical offices for clients who could not afford any other means of transportation. The chapter recently did a survey of riders and found that 95 percent said the transportation truly helped them remain independent and in their own homes. Also, 87 percent of those surveyed said the program helped them maintain their emotional and physical health. Other components of the chapter s transportation program for the elderly relate to traditional program services funded under the Older Americans Act (e.g., home-delivered meals and congregate meal site transportation). The organization uses FTA Section 5310 vehicles to deliver about 23,000 annual passenger nutrition trips. The goals of the GNNP are to make sure people get a healthy meal and an opportunity to socialize with their peers outside of their homes. Key Project Characteristics This project was selected because it represents again an example of a private nonprofit organization stepping forward and augmenting existing public transportation and the normal range of human services transportation to supplement senior transportation resources. Additionally, this program specifically focused on frail elderly, one of the key markets identified by the Senior Working Group for priority treatment in this study. 156

9 Potential Technology Transfer for Cuyahoga County The project, while not in as large an urban setting, does demonstrate the potential contributions of the nonprofit sector and the stability of a volunteer program. Use of volunteers, while problematic for many reasons (training, liability, and retention issues), does present some low cost options for enhancing senior mobility. Connecticut Legislative Program Review and Investigations Committee Study on Elderly, Hartford CT Description The Legislative Program Review and Investigations Committee conducted a study of elderly transportation services in March The study was initiated by concerns that existing services provided by public transit agencies were not sufficient to meet senior transportation needs. Thus, the study focused on access and availability of publicly funded dial-a-ride programs targeted to the elderly and provided by transit districts and municipalities. Overall, the committee found: no state agency has responsibility for program oversight because there is no state mandate for dial-a-ride programs for the elderly; no single funding source exists, instead funding is a patchwork of federal, state, and local monies; multiple delivery models exist making identification of programs problematic; and the provision of dial-a-ride services for the elderly is largely driven by local concerns and delivered by municipalities or transit districts. The study concluded that flexible grants would be work to accommodate local needs, that no one service delivery model should be mandated in legislation, call for increased accountability of the state DOT, and recommended a uniform program of state matching grants to ensure the availability of paratransit services to the elderly. Key Project Characteristics While this study focused on statewide services provision, some of the initial findings parallel those developing on other Phase II work tasks in this project, including the fact that no single county authority has responsibility for senior transportation, that there is a multitude of funding sources (Federal, state an d 157

10 local) being used to support such programs, and there is no comprehensive accounting of the scope of existing services in the County. Potential Technology Transfer for Cuyahoga County This project was identified in the search for similar planning studies. There are many factors that have no comparability to the environment in Cuyahoga County, including the statewide coverage of this examination, the fact that it was conducted by a state legislative committee rather than a local planning group, and on the fact that the legislature had direct control over existing program definition and funding resources. However, the study s findings on initial problems and the fact that a single service delivery model is not the proper solution reflect the current environment in Cuyahoga County. Florida Commission for the Disadvantaged (CTD), Tallahassee, FL Description The Florida Commission for the Disadvantaged is an independent commission housed administratively within the Florida Department of. Florida is generally regarded as the preeminent example of a state sponsored transit program directed at the elderly and disabled population. The Florida Commission for the Disadvantaged was created as an independent commission in 1989 after operating as a program under the Florida Department of since The primary mission of the Commission is to ensure the availability of efficient, cost-effective, and quality transportation services for transportation disadvantaged persons. disadvantaged persons are defined as: persons who because of physical or mental disability, income status, or age are unable to transport themselves or to purchase transportation and are, therefore, dependent upon other to obtain access to health care, employment, education, shopping, social activities, or other life-sustaining activities, or children who are handicapped or high risk. The Commission estimates that about 5 million Floridians could fall into this category. 158

11 The Commission membership is set by legislation and currently consists of 27 members, including state agencies, consumers, other advocacy groups for the elderly and disabled, transportation providers, and other individuals. The Commission has a multitude of responsibilities, including data collection and reporting, developing statewide policies and objectives for transit for disadvantaged individuals, developing service coordination policies, identifying barriers to service delivery, developing minimum service standards, and a number of other evaluation responsibilities aimed at providing cost effective transportation services. The Commission has its own staff of twelve (12) full-time employees. The Commission works with local Coordinating Boards that are appointed by local elected officials. The local board is responsible for selecting a Community Coordinator, whose role is to provide or broker services on behalf of transportation disadvantaged persons. At present, 50 such boards operate in all 67 counties of the state. The various Community Coordinators enter into agreements with service providers, selected through a competitive process, to deliver services to eligible individuals. Some 400 providers are utilized, representing a range of public transit providers, nonprofit, and for-profit organizations. The Community Coordinators are responsible for ensuring coordinated service delivery within the community and use of public transportation services where they exist to the maximum extent feasible. The coordinators are also responsible for monitoring the providers operating standards and policies, including: minimum safety standards, drug testing, insurance, passenger sensitivity training, and other programs to ensure a responsive service is provided to the transit disadvantaged population. On-going support for the local boards is provided by various planning organizations. Planning organizations may include county planning departments, regional planning organizations, or Metropolitan Planning Organizations (MPOs). The Commission provides grants to these organizations. A unique element associated with the Commission is the fact that the Florida legislature established a dedicated Disadvantaged Trust Fund to finance the Commission s activities. Revenues are generated for the Trust Fund through the following activities: $1.50 fee on motor vehicle licenses; Fifteen percent of the Florida of Department of Public Transit Block grant funds appropriated from state funds; $5.00 fee on each temporary disabled placard issued by the motor vehicles department 159

12 Collection of a $1.00 donation at auto tag renewal time where consumers can make a contribution to the fund. These sources of revenue generate $25 million per year to support the Commission s programs. Approximately 40 million trips were provided in FY 1999 according to preliminary data provided by Commission staff. Of this amount, about 33 percent of all trips were provided to senior citizens. In 1998, the Commission was recognized for its effort by receiving a Davis Productivity Award, sponsored by the Florida TaxWatch, the Florida Council of 100, Inc., and the State of Florida. This recognition was due to the Commission's oversight role in implementing statewide coordinated transportation which has resulted in documented savings of $l54 million of tax dollars over the past three (3) years. The Commission indicates that these savings were realized through improved decision making for transportation options such as multi-loading various agency program riders when possible, expanding use of public transit options, and the development of subscription routes or group trips for regularly provided demand response trips. Key Project Characteristics While this best practice is a statewide example, the methods employed at the local level to establish and oversee coordinated transportation services delivery to the transit disadvantaged population does provide some proven techniques for possible implementation in Cuyahoga County. Potential Technology Transfer for Cuyahoga County Organizational structures for establishing a countywide program aimed at the elderly could be modeled after the programs established at all urbanized areas in Florida. The structure provides for accountability, local level policy making, and user representation and input in the service planning and delivery of specialized transportation services. Additionally, the funding mechanisms used to support the Commission s activities may represent a long-range option for Cuyahoga County and the State of Ohio in addressing senior transportation needs. 160

13 Ride Connection, Greater Portland, OR Description. Ride Connection is a non-profit, community service organization established to link accessible, responsive transportation with community need in Clackamas, Multnomah, and Washington Counties (Portland, OR area) by: serving those without viable transportation alternative giving priority to elderly and persons with disabilities; coordinating transportation services in the service area; coordinating system-wide training and safety programs; developing and securing financial, volunteer and equipment resources for Ride Connection's network; developing and maintaining provider programs; and acting as a liaison between funders and community agencies. Ride Connection is a relatively unique cooperative that has evolved by identifying transportation needs and filling them, by recognizing opportunities, by developing solutions based on a network of existing service providers. Where these networks were insufficient, Ride Connection developed its own service delivery capability. The organization was established based on community recognition that there was an unmet need for transportation for the elderly and persons with disabilities. It was further recognized that the need could not be met with traditional public transit services. Through a citizen committee's recommendation and with the support of Tri-Met (the regional transit authority operating bus, paratransit, and light rail services), it was decided that a volunteer program, Ride Connection, could meet these special needs. Ride Connection was then formed with the agency being incorporated as a private nonprofit on May 26, Ride Connection has grown to include a network of over 30 agencies and senior centers and over 370 volunteers providing 236,000 rides annually. The role of Ride Connection incorporates: support and technical assistance to its provider network agencies; public awareness regarding the need for elderly and disabled transportation; training; volunteer recruitment; service network development; and advocacy 161

14 Key Project Characteristics This is an example of a nonprofit organization working in close, collaborative partnership with a well established regional transit authority to augment specialized transportation services that otherwise are not provided under the umbrella of ADA complementary paratransit services. This organization works with, rather than as a competitor to, existing transit services. The organization has leveraged existing transportation services to enhance service delivery, and in the process attracted significant private investment from foundations, etc. While the organization is no longer exclusively devoted to elderly and disabled transit needs, this market constitutes the bulk of riders on the network. Potential Technology Transfer for Cuyahoga County The agency has assumed a technical services role in the provision of driver training and service quality oversight, both critical aspects identified by the Senior Working Group. The organization s working relationship with Tri-Met is clearly a national best practice that has facilitated the development of alternative services for individuals who are not ADA eligible but require special transportation (e.g., the elderly). The organization s use of multiple funding sources, while not unique, is developed to a very high degree. Jewish Family Services Senior Project, Albuquerque, New Mexico Description Jewish Family Services initiated the Senior Project (STP) to improve the access and affordability of transportation services to the elderly following cutbacks in both hours of operation and route coverage in the Albuquerque metro area s public transportation system. Lack of transportation services was long seen as a barrier to the elderly accessing available services and enjoying full participation in community life. The State of New Mexico Highway & Department, the David Specter Shalom House, and the Jewish Federation of Greater Albuquerque, Jewish Family Service now able to provides transportation services to those over the age of 62 residing in the northeast Albuquerque. The Senior Project (STP) provides transportation assistance to seniors for medical related appointments, grocery shopping, and general (nonfood) shopping. Service is offered on a scheduled basis with appointments 162

15 required. Both hours of operation and areas served by the project are limited. A nominal fee is charged for the use of STP services; attendants can ride at the same nominal fee. Key Project Characteristics This is another example of a faith based organization recognizing that traditional public transportation services are not addressing the needs of the elderly. While this project again illustrates the success that such organizations can have in establishing new services aimed exclusively for the elderly, the scope of services here is relatively limited. Potential Technology Transfer for Cuyahoga County This project demonstrates concepts that have already been adopted in Cuyahoga County. Regional Action Plan on Aging & Mobility, Maricopa County, AZ Description In August 2000, the Maricopa Association of Governments (MAG), sponsored a stakeholder dialogue call Aging & Mobility: Implications for the Maricopa Region. As a result of this meeting, an Elderly Mobility Working Group was formed to develop a Regional Action Plan. The plan addressed recommendations in the following key areas: infrastructure and land use; alternative transportation modes; older driver competency; and education and training Twenty-five recommendations were incorporated into the regional plan, dated March 1, For each recommendation, MAG identified the five factors of importance: (1) recommended best practice; (2) rationale for implementation; (3) roadblocks to implementation; (4) resources needed; and (5) designation of responsibility for implementation. 163

16 Key Project Characteristics The rationale for this project, the target market, and the geographic scope of the project (e.g., county level) are all comparable to Cuyahoga County. Maricopa County, however, has less developed public transit services and a substantially larger elderly population that is growing at a far more dynamic rate that Cuyahoga County. However, the development of community coalitions in the planning process and the comprehensive scope of planning efforts make this project noteworthy as a best practice. Potential Technology Transfer for Cuyahoga County The planning process undertaken by MAG is one of the most comprehensive transportation planning efforts specifically focusing on the transportation needs of the elderly every undertaken in the United States. This effort was a showcased best practice at the National Conference on Aging & Mobility, The Phoenix experience may be of immediate benefit to the Senior Working Group in completing and implementing the Strategic Plan for Senior. Community Arranged Resident Program (C.A.R.T.) Project, New York, New York Description C.A.R.T. is a transportation service for seniors that provides free specialized transportation for the frail elderly. Operating in Manhattan, C.A.R.T.'s five vans take seniors to and from medical appointments and hospitals, planned activities at senior centers, and other destinations. C.A.R.T. also delivers meals to homebound seniors living in mid-manhattan. In addition to its established routes, Project C.A.R.T. provides private car service for seniors who need special transportation within Manhattan. Private car service is approved for emergencies as well as for medical, social service, and entitlement appointments. In addition, the service is available for visits to relatives and friends in hospitals or nursing homes. Service is operated five days a week. C.A.R.T. is operated by the New York Foundation for Senior Citizens. Established in 1968, the Foundation is the only non-profit, non-sectarian organization serving New York's seniors in all five boroughs. The project is funded by the New York City Department for the Aging. 164

17 Key Project Characteristics This project was selected as it operates in the nation s largest urbanized area with the most developed public transit network in the country. Despite the abundance of alternative transportation modes, the City s Department of Aging recognized the need to supplement existing services specifically for the frail elderly, a target group in the Strategic Plan for Senior in Cuyahoga County. Potential Technology Transfer for Cuyahoga County The project parallels the development of TC 3 in that it addresses the need of the elderly, operates in a limited geographical area, and has a limited fleet of vehicles in its initial stages of operation. Thus, this project may represent a peer for future consultation, rather than a project where existing methods and techniques can be exported to Cuyahoga County. Summit on Specialized Needs, King County Department of Accessible Services Advisory Committee, Seattle, WA Description The King County Department of s Accessible Services Advisory Committee convened a series of specialized transportation summit meetings in early The goal of the summit was to have community leaders brainstorm potential solutions to the problems in the provision of specialized transportation that were identified at the first summit meeting. At that first summit, approximately 50 community leaders identified problems facing seniors and people with disabilities who need access to transportation services across King County. Key Project Characteristics The process employed in King County emulates the goals of the Senior Working Group in the conduct of the Community Forum on Best Practices. Potential Technology Transfer for Cuyahoga County Many of the issues associated with access and use of specialized transportation services in King County are similar to the issues identified in the inventory process and as discussed by the Senior Working 165

18 Group in the Community Standards forum. The potential solutions outlines in this planning document may be useful as the Senior Working Group moves forward to the program development phases of the project. Access Services, Los Angeles, CA Description Access Services is a state mandated local governmental agency created by Los Angeles County's public transit agencies to administer and manage the delivery of regional ADA paratransit service. While ADA services are a primary focus of this organization, Access Services also coordinates transportation needs among many human service agencies, including those that serve the elderly. Access Services is organized as a California public benefit corporation and is a "governmental" agency. Access Services was established by thirty-eight public fixed route transit operators in Los Angeles County. It is governed by a seven member board elected by the Los Angeles County municipal fixed route operators, the Los Angeles County local fixed route operators, the City of Los Angeles, the County of Los Angeles, the Corridor Representatives of the Los Angeles branch of the League of Cities, the Los Angeles County Commission on Disabilities, and the Coalition of Independent Living Centers. Access Services is one of the largest paratransit provider organizations in the United States. Additionally, the organization is the largest public operator of paratransit services that uses the real-time scheduling method. As a matter of necessity, Access Services has adopted a multiple operator service delivery model, organized by geographic territory. Access Services provides considerable oversight and monitoring over these operators, including performance of the call-taking and scheduling functions and quality control monitoring. Access Services relies extensively on technology in its daily operations. The organization has implemented technology as a means to reduce the cost of paratransit services. Recently, Access Services has obtained substantial operating savings by introducing Mobile Data Terminal (MDT) technology. These devices are installed in contractor vehicles. 166

19 Key Project Characteristics Real-time scheduling has been demonstrated as conducive to senior transportation needs, promoting confidence among users in the dependability and reliability of the service. In colder environments, eliminating passenger wait times is an important service consideration. Potential Technology Transfer for Cuyahoga County This project operates over a large geographical area using a multiple operator model. The agency employs various management and technology strategies to implement the program. These strategies may be transferable to Cuyahoga County in the event a multiple operator model is adopted in the Strategic Plan. Rider s Choice, Regional Program and Independent Network (ITN), Portland, ME Description Established in 1976, the Regional Program (RTP) was formed by combining the transportation services provided by the Portland Chapter of the American Red Cross, York-Cumberland Senior Services, and the Social Services of the Greater Portland Transit District. Today, RTP is a United Way agency that provides low-cost transportation to the elderly, social service agency clients, the economically disadvantaged and persons with disabilities throughout Cumberland County. With a fleet of 36 lift-equipped buses and vans, 39 agency certified drivers and a volunteer program that involves more than 50 drivers, RTP serves over 4,500 people countywide each year, providing more than a 1,000 rides a day to people who need to get to medical appointments, grocery shopping, work and other important places. RTP runs 34 different routes across Cumberland County each day, doing door-to-door rider pickups and drop-offs. RTP provides door-to-door transportation by an RTP bus or van, by volunteer drivers, reimbursements to family or friends, or by METRO bus pass. RTP s Rider's Choice program matches riders with the most appropriate and least expensive publicly funded ride option in Cumberland County and beyond. Rider's Choice was established three years ago as a brokerage type operation. Providers include METRO, the South Portland Bus System, an RTP bus or van, or any other existing transportation service. Rider's Choice service is available to callers from 5:30 a.m. until 7 p.m. weekdays, with limited access nights, weekends and holidays. RTP works in partnership with 167

20 several agencies to provide the service, including AMISTAD (a mental health support organization), Ingraham Volunteers and the Greater Portland Council of Governments. Another service in the Portland, ME area is the Independent Network (ITN), a non-profit operation. The program s goal is to provide an affordable, convenient method of transport for individuals unable to drive themselves or access existing public transportation options. Looking for solutions to deal with an increasingly aging national population and inadequate public transit to accommodate these citizens, ITN developed a funding base including a combination of corporate support, volunteer involvement, local business cooperation, barter, and customer incentives that facilitates the provision of transportation. The ITN uses automobiles in its program as a way to keep costs in line while providing a level of service that's often essential to the elderly and visually impaired, and not being offered by our local public transportation infrastructure at present. Customers pay for the service, but at an affordable rate. Key Project Characteristics These two projects are both aimed at markets that are not well served by traditional bus public transit. Both projects have been highlighted by the Federal Transit Administration for innovation. RTP s roots and continued involvement as a United Way agency has some parallels for the Cuyahoga experience. Brokerage operations are synonymous with the one-stop shopping concept identified by the Senior Working Group in the Community Standards meeting. Potential Technology Transfer for Cuyahoga County The techniques for matching rider needs and available transportation resources in a multi-provider environment (brokerage) may be applicable if the one-stop shopping concept is adopted in the Strategic Plan. Experience with available software packages that can perform brokerage functions would be useful in evaluating appropriate technologies for this type of program. 168

21 Elderly Mobility & Safety Final Plan of Action, SEMCOG, Detroit, MI Description In 1998, the Michigan State Safety Commission (MSSC) requested that SEMCOG, the Southeast Michigan Council of Governments, convene an Elderly Mobility & Safety Task Force and conduct an assessment of relevant issues surrounding the safe transportation of seniors. The goal was to develop a comprehensive and strategic plan of action designed to guide state policy. In January 2000, the Task Force presented the Elderly Mobility & Safety Final Plan of Action to the MSSC for their consideration. The Final Plan of Action included background information, description of issues and needs, recommendations for implementation and model programs/key resources in the following areas: traffic engineering, alternative transportation, housing and land use, health and medicine, licensing, and education and awareness. In the area of alternative transportation, it was recommended that the Michigan Department of serve as a lead agency to: Establish core/baseline alternative transportation service in every Michigan county, where at least a minimum level of service is supported by public dollars and administered through public and/or private organizations. Seek additional and long-term funding for urban and rural baseline alternative transportation services. Develop and support centralized resource centers at the regional level to disseminate information and generate coordinated resources. Seek to remove legislative and programmatic barriers to crossjurisdictional service provision. Key Project Characteristics This planning study provides some good background information on best practices, particularly on safety and engineering aspects of senior mobility. 169

22 Potential Technology Transfer for Cuyahoga County The section on alternative transportation contains some recommendations, particularly those related to centralized resource centers and on interjurisdictional travel, that are relevant to this study. Reimbursement and Information Project (TRIP), Riverside County, CA Description The Reimbursement and Information Project, or T.R.I.P., is a social transportation program that compliments rail, fixed route and special public transportation services in Riverside County, California. The project was initiated when founders identified two barriers facing the frail elderly. First, elderly had a problem with the receipt of adequate and necessary medical information and services. Second, transportation to those medical providers and for other trip purposes was often lacking. T.R.I.P. provides information on the availability of public transportation everywhere in Riverside County through a single toll-free phone call to the Riverside County Office on Aging. Services Specialists discuss transportation needs with callers, make referrals to providers who can assist them, send out brochures, route schedules, and American Disabilities Act certification applications. T.R.I.P. will also help frail elderly or disabled people find and reimburse volunteers who drive and escort them to doctor's appointments, stores, church, visits with friends or family, or in other personal errands. T.R.I.P.'s annual budget is $375,000. Funds for services come mostly from tax revenues allocated through the Riverside County Commission and the Riverside County Office on Aging. The service is operated by the Partnership to Preserve Independent Living for Seniors and Persons with Disabilities. This organizations is a nonprofit 501(c)3 organization, incorporated in 1989 as the Senior and Disabled Citizen's Coalition. Key Project Characteristics This project was another one of the best practices showcased at the National Conference on Aging & Mobility. The population served is the frail elderly, an important market segment identified in this study. The project, while an 170

23 independent nonprofit organization, works cooperatively with the local transit authority. Potential Technology Transfer for Cuyahoga County The project s ability to work cooperatively with the local transit system and obtain transit tax revenues to support its mission is noteworthy. The system s stated purpose of combining information and referral with the provision of volunteer transportation is somewhat unique among the volunteer programs examined. Flexline Mobility Service, Gothenburg, Sweden Description The City of Gothenburg has pioneered the development of Flexlinjen (FlexRoute in English), a new form of flexible public transport specially tailored to the needs of elderly and disabled persons. This version of Demand Responsive Transport (DRT) was first successfully demonstrated in the EU project SAMPO in the Telematics Applications Programme in In the SAMPLUS follow up project , the objective was to modify and improve the concept and to validate a new function for automated booking of return trips (back to the home). The conclusion of the extended evaluation (over three years) is that user acceptance for the concept is extremely high and that also the telematics functions are well received, even though the average user is 77 years old. One quarter of all trips are booked automatically. There are now plans to extend the DRT service to the whole city, which will require a fleet of some minibuses. The traffic concept and supporting technology have a large potential to increase the efficiency of DRT. It can be extended to a new generation of flexible transport, including new forms of affordable taxi services using low floor maxi-taxi vehicles for 7-8 passengers that are accessible for all potential users. During the past few years there has been a significant development of innovative travel modes, supporting IT systems and a new generation of accessible vehicles for such services. The City of Gothenburg is also working towards a new vision of travel mode called "dixi", based on ride-sharing in computer controlled and fully accessible maxi-taxi vehicles. 171

24 Key Project Characteristics Flexline services are an alternative to traditional fixed route service that can provide options to the existing neighborhood circulators now deployed at several locations in the GCRTA s service area. The blended mode service design is specifically aimed at providing a customer responsive service. With integration of the appropriate technologies, a high degree of customer satisfaction has been registered. Potential Technology Transfer for Cuyahoga County The service concept is designed as a compliment to regular line-haul bus or rail transit services and could conceivably work in Cleveland if the technology elements could be introduced as well. SELECTION OF PROJECTS FOR PARTICIPATION IN THE COMMUNITY FORUM Selection Categories In addition to the selection criteria used to identify best practices, the consultant, based on consultation with the Senior Working Group at the March 25, 2002 meeting, determined that projects to be featured at the community forum on best practices should exemplify a best practice in each of the following areas: Selection of Projects for Participation in the Best Practices Forum Planning Coordination Technology Alternatives to Fixed Route Project Selection Based on these four categories, four projects were selected for participation in the forum: Planning Regional Action Plan on Aging & Mobility, Maricopa County, AZ Coordination Ride Connection, Greater Portland, OR Technology Access Services, Los Angeles, CA 172

25 Alternatives to Fixed Route Services Flexline Mobility Service, Gothenburg, Sweden SUMMARY OF THE COMMUNITY FORUM ON IN SENIOR TRANSPORTATION Organization of the Forum The forum began with opening welcomes and introductions of key stakeholders in the project. The project consultant provided a brief overview of the study process and preliminary findings-to-date with respect to Community Standards and Summary of Existing Conditions. Selection of Projects for Participation in the Best Practices Forum Summary of the Community Forum on Best Practices in Senior Each of the four projects was provided one-hour for a formal presentation. The hour was divided into minutes of formal presentation, then a minute period for questions from the audience. Each speaker was requested to prepare and submit a formal presentation that was made available to participants in the forum registration package. Following the formal presentations, four breakout sessions were held that permitted attendees to discuss, in a small group setting, particular aspects of project. Summary: Planning Regional Action Plan on Aging & Mobility, Maricopa County, AZ Forum Presentation Ms. Maureen DeCindis, Human Services Planner, Maricopa Council of Governments, began her presentation with some background demographic data concerning the greater Phoenix area. The elderly population, numbering around 400,000 in 2000, is expected to grow to almost 1.85 million seniors in the next 50 years. This phenomenal growth has substantial implications for the region. The Regional Action Plan was undertaken as a response to this projected growth. The plan was designed to address several key areas, including: infrastructure and land use; alternative transportation modes; older driver competency; and education and training 173

26 For each of the plan s 25 recommendations, a description of the five R s was provided. These five factors were: Recommended Best Practices Rationale for Implementation Roadblocks to Implementation Resources Available Responsibility Selection of Projects for Participation in the Best Practices Forum Each of the 25 topical areas was reviewed. The primary area of interest was the section on alternative transportation modes. The Regional Action Plan recommended: Coordination o Establish a Consortium to Oversee a Coordinated System for Older Adults Data and Access to Information o Develop a Information System that Would Create a Database that Could Link Seniors to Services Expand Existing Services o Expand Current Services Such as Mileage Reimbursement (for Friends/Neighbors), Taxi Voucher, Peer Group Travel Training, Neighborhood Circulators New Options o Develop New Options: ITN or Senior Vanpool Program Private Sector Involvement o Provide Specialized Service, Employer Run Vanpools, Tax Incentives So that Commercial Establishments Would Subsidize Trip to Stores Transit Amenities o Improve Amenities at Transit Stops to Include Benches, Shade, Water Fountains, Bus Schedules Expand Peer Travel Training o Using Volunteers Such as Neighbors Who Care, Rotary, Lions Club to Help Seniors Use Transit, Alternative, Walking, and Biking Funding o Encourage Legislation that Supports Funding for Coordination Efforts. Link the Efforts to Lack of Mobility and Long-Term Health Care Costs Following the formal presentation, a brief firm was shown explaining the role of Council of Governments in transportation and land use planning in the region. 174

27 Breakout Session In the breakout session, the featured speaker used the time to encourage participants to discuss their own individual projects and experiences. With some encouragement from the session moderator and recorder, the audience shifted the discussion to implementation actions that have been undertaken by the Maricopa Association of Governments since the plan s adoption. Selection of Projects for Participation in the Best Practices Forum Since the plan s adoption, most of the recommendations concerning alternative transportation have not yet been implemented, with funding availability the major impediment. The Association has been successful in obtaining some Federal surface transportation funding, however, to begin implementation. The first effort to be undertaken will be in the area of services coordination. Summary: Coordination Ride Connection, Greater Portland, OR Forum Presentation Ms. Nancy Thomas, Tri-Met, and one of the principal authors of the region s Tri-County Elderly and Disabled Plan, gave the presentation on behalf of the Ride Connection. Ride Collection was described as a unique collaborative effort between Tri- Met, the regional transit authority, and various communities of interest in the service area that recognized a need for enhanced mobility for seniors. Initially, the program was entirely based on a volunteer operation. The program has now grown since its earliest years as follows: 6 Providers to Over 30 Providers 12,000 Rides/Year 240,000 Rides/Year Fleet of Used Tri-Met vehicles 68 Ride Connection Vehicles Plus Volunteer Owned Vehicles Staff of 2 Staff of Volunteers and 200 Paid Drivers Ms. Thomas noted that the implementation of this service model has yielded significant community benefits, including: low cost service, improved safety and security, more flexible service, and improved customer service. Funding for the program comes from a variety of sources, including: Oregon Department of (ODOT) Tri-county Metropolitan District (Tri-Met) 175