Volunteer Transportation ServicesVolunteer Orientation Training

2015

Welcome!

Volunteers do not necessarily have the time, they just have the heart.

–Elizabeth Andrew

Orientation Agenda

• VTS Background• VTS Procedures• Safety

Orientation Agenda Continued

• First Aid• Annual Requirements• Customer Service/ADA• Next steps

VTS MissionMission Centralina Connection, operating as Volunteer Transportation Services, provides rides to the transportation disadvantaged, including older adults, veterans, and persons with disabilities. Through partnerships with community organizations, existing transit and volunteers, individuals will have increased access to transportation services necessary for maintaining independence.

VTS GoalGoal To provide transportation options to older adults, veterans and adults with permanent or temporary disabilities in the nine-county Centralina area by linking them with volunteers who are able to drive them to their destinations.

The Importance of Mobility Transportation is a lifeline service for older adults, veterans, and people with disabilities

People who cannot afford to own and operate their own car, or are uncomfortable or unable to drive need safe, reliable transportation

Current Transportation Gaps• Public funds for transportation

are often limited• State funding for public

transportation decreased by 15% in recent years• Eligibility criteria and destinations limit options

for transportation disadvantaged• Need outweighing funds available

Initial Project Background• Funding: NCDOT FTA Section 5310 grant for $198,000• Period of Performance: December 2011- September 2013• Study Area: Nine-county Centralina Region• Objectives:

– Develop Mobility Management program for the nine-county region

– Increase coordination between systems – Establish one-call/one-click center

• Volunteer transportation was identified as a need through this process

What is Volunteer Transportation?• Volunteers using their personal vehicles to

transport those needing transportation

• VTS is operated by Centralina Connection, Inc., a non-profit organization whose mission is to help residents throughout the Centralina area in need of transportation

Why Volunteer Transportation?

• VTS allows neighbors to help neighbors

• VTS may be able to provide services for people who otherwise would fall through the cracks

• VTS System does not duplicate service yet complements existing services.

Benefits of VTS to Community• Additional capacity for public transportation

systems– Time of day– Day of week– Trip type

• Community linkages– Conduit to serve specific communities– Mitigate government funding cutbacks– Develop relationships throughout area

Who can ride?Eligibility: People who live in Anson, Cabarrus, Gaston, Iredell, Lincoln, Mecklenburg, Rowan, Stanly, or Union Counties and are:

• 50+• Veteran• Adult with a self described permanent or

temporary disability

Passenger Requirements• Sign a liability release statement• Sign a “Passenger Policy Manual”• Undergo screenings for criminal backgrounds,

pending charges and sex offender registry • MUST be an approved passenger before

making a request• Understand that trips are not guaranteed, VTS

relies solely upon volunteer drivers

VTS Specifics• Organized as a non-profit

– 15 person board of directors– Includes representatives for each of the nine counties

• Complimentary service no fee, but donations are accepted

– Volunteers covered by $1M in supplemental liability insurance. This comprehensive policy includes supplemental medical coverage, auto liability and an overall umbrella policy.

VTS Staff ContactsVTScentralinavts@centralina.org844-VTS-RIDE or 844-887-7433

Katie KutcherAging Specialistkkutcher@centralina.org704-348-2705

Nikki MillerVolunteer Transportation Specialistnmiller@centralina.org 704-348-2711

Who Can Volunteer?Be at least 21 years oldOwn a vehicleMaintain a clean vehicle in safe operating

condition, carry at least NC minimum liability insurance

Have a NC driver’s licenseUndergo background and driver record checksPass drug screening

Volunteer Characteristics• Reliable

• Responsible

• Punctual

• Ethical

• Friendly

Volunteer Requirements

• Complete the Driver’s Application• Sign page 3 of the Policy Manual• Participate in Volunteer Training• Pass a criminal background check,

driving record check and drug screening

• Agree to participate in reoccurring volunteer training throughout the year

How Does it Work?• Volunteers have complete control of their

schedule

• VTS will allow curb to curb or door to door service agreed to by the volunteer driver

• Volunteer has the access and ability to self-assign to a request

• Volunteers also can be called or emailed with trip requests

Hours of Operation

• The Call Center (844-VTS-RIDE) will be open and staffed Monday through Friday from 9:00 AM to 4:00 PM

• Trips may be arranged outside of this time based on driver availability and passenger need (including evenings and weekends)

Volunteer Benefits• You determine your availability • Comprehensive training • Periodic volunteer appreciation events• Umbrella insurance• Mileage reimbursement• Feeling of satisfaction knowing you are serving

the community!

Mileage Reimbursement• Mileage reimbursement is

currently $0.14 per mile• Reimbursement starts at the

time you leave your home and ends when you arrive back home

• Scheduling software will maintain mileage records once trip completion report is entered

• Quarterly reimbursements will be made to volunteers

Time requirements?

• VTS is flexible!• Volunteers determine their schedule• You can drive as much or as little as you like

(we ask that volunteer drivers provide at least 2 trips a month)

• You determine your available hours• Volunteer drivers always have the choice to

confirm or deny trips

Certified Volunteers• We are only as good as our volunteers! VTS

has a very thorough volunteer training process. Before certification- volunteers must:– Complete Volunteer Application Driver &

Passenger information sheet (page 13)– Sign receipt of Driver Policy Manual (page 17)– VTS Volunteer Provide copy of NC driver’s license,

proof of current insurance and current NC registration

– Complete the Medical Form (page 19)

Insurance• As a volunteer, you must have an active vehicle

insurance policy that meets or exceeds NC requirements

• VTS provides an umbrella insurance policy in case of accident or incident while performing volunteer duties

• Personal insurance will provide primary coverage in the event of an accident, VTS insurance is secondary

• Please refer to the CIMA handouts for specifics on the VTS volunteer policy (page 31)

Insurance• Drivers must update VTS with copies of

current driver’s license, registration cards and auto insurance policies (insurance policies can expire frequently)

• If there are any changes in coverage (companies,

cancellations or lapses) please notify VTS staff immediately

• Passengers, escorts, and volunteers each sign a liability release form

Pre-Trip• Volunteer information is

added to the scheduling software database

• Trip requests are entered into the database and able to be viewed when you log in

• You have the ability to assign yourself as the driver or simply keep scrolling

Pre-Trip• VTS utilizes scheduling software

through Assisted Rides.• Assisted Rides is designed for

organizations & communities that provide rides for senior citizens, people with disabilities, etc.

www.assistedrides.com

Assisted RidesView list of rides assigned and rides that need drivers.

Assisted Rides

Assign yourself as the driver!

Assisted RidesDisplay Trip Manifest for details

Pre-Trip• Volunteers are asked to contact the

passenger to confirm pick up time and destination details. This is also notification to the passenger that (s)he has a volunteer for the trip!

• Page 21 in your handbook covers what volunteers must do prior to each trip

• Trip Information Log (page 23)

During Trip Expectations• Be punctual• Introduce yourself• Confirm destination• Emergency plan• Seatbelts must be on before putting the car in

gear• Always use signals when turning• Follow all driving laws and safety measures

During Trip• When you arrive at the destination, confirm that

the passenger knows where they have arrived

• Ensure the passenger is safely at their destination before leaving the site

• At the end of the trip, give the passenger the donation request and VTS report card (pages 29 & 30). Explain to them their feedback is important!

Post Trip• Review procedures on page 22

– Complete Trip Information Log to be submitted quarterly

– Complete the trip in Assisted Rides

Murphy’s Law

Cancellation Procedures

• If you, the volunteer driver, need to cancel a scheduled ride, please remove yourself as the driver for a ride in Assisted Rides and contact VTS immediately.

• If you attempt to provide a ride and the passenger is unable

to ride or is a no-show, there will be an entry in the Assisted Rides website reflecting a “no-show”. The volunteer driver will still get credit for the mileage incurred.

Safety FirstPre-Trip Actions• Walk around the vehicle• Check mirrors, wipers, turn signals lights and seatbelts• Ensure the interior of your vehicle

is clean and free of debris• Check fluid levels • Check brakes to see that they are working properly

Safety First

While conducting your volunteer assignment, if you feel that a passenger needs more assistance than you can provide, please contact VTS immediately before the ride begins.

Accidents & Incidents

• Contact VTS immediately

• Complete and file the accident/incident report within 24 hours

• Refer to page 25

Illness• Sick Passenger:– Return passenger back home if

they wish or take them to the nearest clinic or hospital or call 911

• Sick Volunteer:– Contact VTS. VTS will attempt to

make other arrangements

Weather Conditions

• Monitor news during periods of threatening weather

• Do not take unnecessary risks by driving when conditions are unsafe

Vehicle Breakdown• Try to maneuver your vehicle to

the side of the road• Turn on your four way flashers• Open hood of car• Contact roadside assistance or law

enforcement officer• Contact VTS• Alternative transportation will be

arranged for passenger

Seatbelts

You must comply with North Carolina Law requiring everyone in the vehicle must wear a seatbelt.

What to have in your vehicle:• Volunteer Manual

• Paper Towels

• Tissues

• Small Waste Basket

Safety Procedures• The safety of VTS volunteers and

passengers is of the utmost importance

• Please follow all Safety procedures as outlined in the Policies & Procedures Manual

• In addition to these policies you will receive first aid training

Conduct & Customer Service• Refer to the Driver Policy Manual (A5 on page 15)

• Treat each passenger with respect and dignity in the same fashion that you would like to be treated.

• Be a good listener, enjoy the conversation and participate if you feel so inclined.

• All information, especially medical information, about your passenger is confidential.

Passenger AssistanceHelpful Hints:• When you arrive at the pickup location– Greet the passenger– Show them your VTS badge to confirm your identify

• If you’d like, ask if you can help the passenger to and from the car by offering an arm and guiding them if they ask– this can help prevent accidents and promotes safety.

Report Card• The Driver will give each

passenger a Report Card and postage-paid envelope

• Driver will add their name and date of trip

• This will assist with Customer Service

Passenger Donations & Contributions• Each trip is at no cost to the

passenger, but there is an expense for providing the service

• Drivers must not accept tips, but instead give contribution information and postage-paid envelope to each passenger

• Passengers will place any completed envelope in the mail to VTS

Serve the community!

"Without community service, we would not have a strong quality of life. It's important to the person who serves as well as the recipient. It's the way in which we ourselves grow and develop..."

~Dr. Dorothy I. Height

“No joy can equal the joy serving others.” ~ Sai Baba