Paratransit Brokerage

Challenging times motivate us to look at non-traditional solutions, and MTM Transit has a model to help you combat the struggles of depressed paratransit demand.

The COVID-19 pandemic has stressed every aspect of our nation’s transit systems, including Americans with Disabilities Act (ADA) paratransit services. Through the paratransit brokerage model—which leverages non-dedicated fleets to accommodate paratransit trips—your agency can utilize existing transportation networks to reap extensive benefits.

MTM Transit has the expertise and established resources to help you launch a successful paratransit brokerage model. Backed by our affiliate MTM’s 25-plus years of experience as one of the nation’s largest Medicaid transportation brokers, we’re ready to help you explore a fresh way of delivering ADA paratransit services to your passengers.

Why Broker with MTM Transit?

Now more than ever, transit agencies need a fresh way to balance paratransit demand and resources. Our innovative paratransit brokerage model gives you confidence that your paratransit passengers receive reliable service while utilizing non-dedicated vehicles to achieve:

  • Greater flexibility
  • Less reliance on expensive dedicated vehicles
  • Increased efficiency
  • Decreased vehicle maintenance expenses
  • Full ADA and Federal Transit Administration (FTA) compliance
  • Enhanced safety and customer experience focus

Diverse Provider Networks

Rather than viewing paratransit brokerage simply as taxi overflow operations, our networks encompass multiple provider types with varying service levels to meet every paratransit passenger’s need. This model drives competition in the areas of cost and quality, allows you to avoid the capital expense of investing in vehicles that may not be fully utilized, and better manages peak service times while keeping dedicated fleets at a lower level. MTM Transit’s paratransit fleets accommodate all vehicle types to serve diverse paratransit passengers:

Minivans  |  Sedans  |  Wheelchair Accessible Vehicles

Driver helping passenger out of paratransit van

Thorough Driver & Vehicle Credentialing

With MTM Transit, you never have to worry that using the paratransit brokerage model may sacrifice driver and vehicle quality. We’re highly accomplished at vetting large networks of transportation providers and holding them accountable for their performance and customer service. As your paratransit broker, we maintain strict oversight of driver and vehicle qualifications and compliance, including background checks, insurance verification, FTA-compliant drug and alcohol screenings and random testing, regular vehicle inspections, and required regular maintenance.

Driver holding car door open for passenger

Partnerships with On-Demand Providers

It’s no secret that Uber and Lyft have raised passengers’ expectations for technology and customer service. By partnering with these companies, MTM Transit and our clients utilize their cost effective, technologically advanced services for passengers who are able to migrate from traditional paratransit to sedan services independently. We only use these resources on a controlled quantity basis, particularly for first and last mile needs. Passengers can book services directly with the service provider of their choice through a prior authorization process, or we can send trips to Uber and Lyft through API or web portal—ensuring an all-encompassing brokerage model.

Driver

Innovative Technology

Many passengers desire on-demand mobile app and online functionality. To meet this need, we’ve partnered with our affiliate Reveal to develop a proprietary application for requesting transit services that maintains compliance with ADA and FTA guidelines. While most app-based transportation models prohibit advance reservations, our proprietary technology and contact center approach allows us to fill this gap. Additionally, as a back-up to online functionality and an added convenience for passengers who prefer phone communication, our state-of-the art contact center boasts highly trained customer service representatives.

Driver using phone app

Improved Safety

MTM Transit truly understands the populations served through ADA paratransit services. When we utilize networks of non-dedicated providers for paratransit, we thoroughly train subcontracted drivers on how to serve individuals with disabilities and passengers who may require special accommodations, including wheelchair securement training. Past initial training, we maintain a high degree of focus on quality and satisfaction, and hold transportation providers and drivers compliant by monitoring on-time performance, no-shows, complaints, incidents, and accidents. Drivers and providers with higher quality are rewarded with more volume, which further drives satisfaction and quality.

Inspecting car

In-Depth Reporting

When you work with MTM Transit for ADA paratransit brokerage, you never have to worry about meeting reporting requirements. With our transit industry experience, we have the expertise, systems, staff, and procedures to ensure compliance with all administrative deliverables. Our transit agency partners benefit from accurate invoices, thorough reporting, and accident, incident, no-show, and late cancellation information. We can also provide in-depth analysis of reports and raw data to determine how the program can be modified to enhance performance, and offer our expertise at meeting National Transit Database (NTD) reporting requirements.

Driver writing report