Travel Training for Older Adults Part II: Research Report and Case Studies (2014)

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72 Additional Case Studies The extensive search for exemplary travel training pro- grams identified additional programs beyond the seven travel training programs selected for in-depth case studies. These programs also offer potential models for organiza- tions considering developing travel training programs and for researchers interested in the development, conduct, and sustainability of travel training programs. These programs were also selected by the criteria used to rank candidates for the more detailed case studies that included site visits to collect more detailed information about program focus and operations. These criteria, described in detail in Chapter 1, included factors such as: • Willingness to provide public information. • Complete program details available. • Older adults were a primary focus and target audience. • Participant data available to assess the program. • Before and after assessment to determine consumer needs and learning progress. • Measures of success used to draw conclusions about the success of the program, including results for consumers. Based on the total scores for the ranking factors, 13 travel training programs were selected as programs that would most likely yield important information on travel training programs for older adults. These 13 programs, described in detail on the following pages, received higher scores than any potential case study candidates other than those selected for the in-depth on-site data gathering. • METRO Regional Transit Akron, Ohio Authority • Delmarva Community Cambridge, Maryland Services, Inc. • Stark Area Regional Transit Canton, Ohio Authority • Central Ohio Transit Columbus, Ohio Authority • The Rapid Grand Rapids, Michigan • Laketran Grand River, Ohio • Valley Regional Transit Meridian, Idaho • Monterey-Salinas Transit Monterey, California • Intercity Transit Olympia, Washington • San Mateo County Transit San Carlos, California District • Santa Clara Valley San Jose, California Transportation Authority • Spokane Transit Authority Spokane, Washington • Washington Metropolitan Washington, D.C. Area Transit Authority Examination of these programs reveals the following char- acteristics common to multiple programs: • Nearly all programs served multiple age groups, including seniors: Most programs served multiple populations. Some programs provided travel training to anyone of any age that was interested, while others concentrated on people with disabilities and older adults. • Programs were customized to the needs of the individ- uals: Nearly all of the programs featured customization of the program to the needs of the individual being trained. Most of the programs featured an assessment of individual needs. Some programs limited one-on-one travel train- ing to individuals with disabilities, while others offered one-on-one training to anyone who was interested. Several programs were made available to non-English speaking populations. • While programs are customized, one-on-one programs generally had the same general focus: Most one-on-one programs included an orientation to fixed route options, how to read a schedule and plan a trip, how to ride safely, C H A P T E R 5

73 how to pay for fares, how to enter and exit the bus safely, and orientation to specific routes and destinations. • Programs included multiple training options: Almost all programs supplemented one-on-one training with group training orientations (overviews designed to introduce travel training and fixed route transit) and group training (some classroom or other travel training instruction com- bined with group trips). • Group trainings conducted in the community: Programs offering group training did so in the community. In the case of programs that targeted older adults, programs were offered at senior centers, senior housing projects, veterans groups, and other programs or facilities where seniors congregate. Group trainings usually combined classroom education with a trip or two on a bus. • Many programs incorporated volunteers to offer travel training or act as buddies: Several programs incorporated volunteers as travel trainers, volunteer mentors, or buddies. Many programs used a Train the Trainer process to expand the availability of travel training within the community. Some programs used volunteers to be paired with less experienced riders in one-on-one training sessions or in groups. • Some programs were expanding group training to replace one-on-one training: Several programs indicated that they were shifting their emphasis to group training from one-on-one in order to reach more potential individuals, reduce costs, or provide a more socially oriented program to attract participants. These programs seemed espe- cially well-suited to individuals who were not eligible for ADA paratransit or did not require the extensive, custom- ized training that is the foundation for one-on-one travel training. Some programs featured some unique or seldom found characteristics. • Rural program: The Delmarva Community Services One-Stop Mobility Management Travel Training Program offers services in a large and sparsely populated area. Local transportation resources are limited and stretched thin. Many individuals in this area have had no previous expe- riences with public transportation, so overcoming initial fears and misperceptions can become a large part of travel training. The travel training and mobility management pro- grams are linked to each other, benefitting both programs by promoting transit options beyond Delmarva Community Transit (DCT). Travel training, operating from a one-stop community service center, is based on a very personal knowl- edge of the individual and her/his immediate local travel options. There is a focus on developing personal skill sets for accessing a whole menu of public and other services, including, but not limited to, transportation. • Using comment cards to collect feedback on travel train- ing: SARTA uses comment cards to collect feedback on its program to focus on program improvements. • Using fare media to track ridership following training: Spokane Transit Authority uses Smart Card technology to track use of public transit by individuals who received training from their training program. • Senior mobility guide to provide information on transit options: The Santa Clara Valley Transportation Authority publishes a Senior Mobility Guide to provide information on public transportation options for older adults. Case studies of these programs are presented on the fol- lowing pages.

74 TRAVEL TRAINING METRO REGIONAL TRANSIT AUTHORITY AKRON, OHIO Program Name Travel Training Sponsoring Organization METRO Regional Transit Authority Address 416 Kenmore Blvd City, State Akron, OH Organization Type Regional Transit Authority, created under authority of the Ohio Revised code, as a political sub-division of the state of Ohio, with its own voter- approved taxing authority Training Program Began 2011 Service Area Summit County, OH, including all cities, villages, and townships Service Area Population 542,899 Service Area Size (sq mi) 420 Data for Year Ending 2012 Annual Training Expenses $114,000 Major Funding Sources Agency operating budget Partnering Agencies Northeast Ohio Travel Training Collaborative (NEOTT) Program Description The travel training program is designed to teach people the skills they need to ride a bus. First, a mobility specialist determines the options available for a person’s travel needs. Based on that assessment, the training program is customized to teach a person the skills needed to ride. Through training, people learn how to read bus schedules, how to use bike racks, how to plan a trip, and how to transfer between buses. Training may last from a couple of hours to a few days—however long it takes for a person to be comfortable using METRO’s line service. Any resident of Summit County interested in learning more about how to ride METRO fixed route service buses can participate in travel training. A person using paratransit service who is unfamiliar with fixed route service or a new resident who has never used a public transit system before can take METRO’s travel training course. Training is also offered for inter-regional travel—from Akron to Cuyahoga, Stark, and Portage Counties. The Stark Area Regional Transit Authority (SARTA) and Portage Area Regional Transit Authority (PARTA) provide service to and from METRO’s transit center. METRO, PARTA, and SARTA all operate routes to Cleveland. Target audiences include: Current riders of ADA complementary paratransit service; new fixed route riders; anyone interested in learning more about METRO fixed route service.

75 Key or Unique Factors Residents of senior apartment buildings located on fixed routes; seniors using complementary paratransit service; senior centers. Enrollees in eight public schools and the International Institute of Akron, especially students with learning disabilities and persons not likely to drive. Travel training is offered in one-on-one sessions, classroom sessions, and as group training. All travel training is customized to the person being trained. An assessment is completed prior to initiation of training. Training conforms to the needs of the person rather than the person conforming to a strict training regimen. Travel training is offered on the trainee’s schedule, so appointments are made at the trainee’s convenience. In addition to scheduled one-on- one training, bus schedule reading classes and website demonstrations are available to help people become familiar with planning a trip before riding the bus. METRO conducts quarterly travel training orientation sessions at its transit center. Group training will be conducted off-site upon request; METRO is also proactive in seeking off-site opportunities. 1. The travel training program has two travel trainers who are managed by a travel trainer with 7 years of travel training experience. 2. Registration for travel training may be initiated on METRO‘s website. 3. The METRO Travel Training program is a founding member of the Northeast Ohio Travel Trainer Collaborative (NEOTT). This group works to improve the quality of travel training in the community and on public transit by sharing information, ideas, experiences, and continued education through interagency collaboration.

76 DCS ONE-STOP MOBILITY MANAGEMENT TRAVEL TRAINING PROGRAM DELMARVA COMMUNITY SERVICES, INC. CAMBRIDGE, MARYLAND Program Name DCS One-Stop Mobility Management Travel Training Program Sponsoring Organization Delmarva Community Services, Inc. (DCS) Address 2450 Cambridge Beltway City, State Cambridge, MD Organization Type Human services nonprofit 501(c)(3) organization Training Program Began 2007 Service Area Caroline, Dorchester, Kent, and Talbot Counties, Maryland Service Area Population 123,663 Service Area Size (sq mi) 1,406 Data for Year Ending 2012 Annual Training Expenses $624,000 for the four counties, including travel training and mobility management activities plus one-stop center operations Major Funding Sources FTA, JARC, and New Freedom Programs Partnering Agencies Maryland Commitment to Veterans; Lower Shore United Way Program Description Delmarva Community Transit (DCT), a program of Delmarva Community Services, Inc., provides a variety of transportation services for the primarily rural four-county community, including general public fixed route shuttle services in the Cambridge urban area, flexible routes linking Dorchester County to other areas of the Eastern Shore, and specialized service door-to-door van transportation for senior citizens ages 60 and older and persons with disabilities. Demand-responsive passengers must provide 24-hour notice of their desired trips. DCT reports that “travel training can be the bridge that connects older adults with the freedom to travel on their own terms again” after age- related changes. This highly person-centered program provides travel trainers who ride with and teach seniors, people with disabilities, and non-English speakers how to use the bus and how to change buses if needed. Services are provided to anyone going to work and anyone in need of training. Group trainings focus on field trips to enjoyable destinations; this strategy appears to be particularly important for cultivating the cultural norms of some minority groups. A mobility manager is available to help people work through obstacles preventing them from using the bus, as well as to teach people about the many different types of transportation services that are available. The mobility manager also can help people plan their trips and locate available transportation other than DCT. Travel training is free; when trainees can organize and take their own trips, they become paying riders.

77 Key or Unique Factors DCT’s service area is largely rural. Local transportation resources are limited and stretched thin. Many individuals in this area have had no previous experiences with public transportation, so overcoming initial fears and misperceptions can become a large part of travel training. Learning how to communicate with potential consumers is a big part of the travel training program. DCS’s travel training program seeks to educate and transform the transit system’s personnel to make them more person-centered, as well as working with the travelers. In this large and sparsely populated area, it is important to try to measure the quality of the ride as well as more common statistics involving costs and numbers of trips. The travel training and mobility management programs are linked to each other, benefitting both programs by promoting transit options beyond DCT. Travel training, operating from a one-stop community service center, is based on a very personal knowledge of the individual and his/her immediate local travel options. The service center includes a team of experts in many fields who can be advocates for the riders in ways that extend beyond transportation services. There is a focus on developing personal skill sets for accessing a whole menu of public and other services including, but not limited to, transportation.

78 SARTA TRAVEL TRAINING STARK AREA REGIONAL TRANSIT AUTHORITY CANTON, OHIO Program Name SARTA Travel Training Sponsoring Organization Stark Area Regional Transit Authority Address 1600 Gateway Blvd. SE City, State Canton, OH Organization Type Regional Transit Authority, created under authority of the Ohio Revised code, as a political sub-division of the state of Ohio, with its own voter- approved taxing authority Training Program Began 2010 Service Area Stark County, OH, including all cities, villages, and townships Service Area Population 375,586 Service Area Size (sq mi) 567 Data for Year Ending July 2013 Annual Training Expenses $318,000 Major Funding Sources FTA Section 5317 New Freedom Program Partnering Agencies Human services agencies, school districts Program Description SARTA’s Travel Training Program teaches trainees how to use SARTA’s fixed route services, read schedules and plan a trip, locate and transfer to other buses, use SARTA’s Proline service, and pay fares and purchase tickets and passes. This program will enable any individual interested in riding SARTA to gain the confidence and knowledge necessary to utilize SARTA services. To help make trainees comfortable with the SARTA service, a free 31- day fixed route pass is offered to any person over 6 years of age who successfully completes the fixed route travel training program and two one-ride Proline tickets are given to trainees who complete in-person Proline training. Residents are welcome to take the course multiple times, but are only eligible for one 31-day fixed route pass or two Proline passes. Both one-on-one sessions and group sessions are available at different times and days each week. Classes and training for non-English speaking adults, as well as seniors, are conducted. The program has expanded beyond seniors and persons with disabilities to anyone that needs assistance using the fixed route service, as well as persons who need assistance with Proline. Travel Training has also been extended to public schools. Teaching methods include: Group training and presentations are conducted at senior facilities, churches, neighborhood associations, and schools to

79 Key or Unique Factors target anyone in the community interested in attending the Travel Training sessions and learning to use fixed route service, including seniors and Proline riders. Travel Training is conducted off-site at homeless shelters, correctional centers, and other nonprofit agencies. One-on-one training includes how to use SARTA’s fixed route buses and/or Proline buses, read schedules, plan a trip, locate and transfer to other buses, pay fares and purchase tickets and passes, cross streets, deal with emergencies, how to travel safely, find the path to a bus stop (including finding a way for people with vision problems), shadowing as a person develops skills and independence. The travel training program is highly customized to the needs of each person who wishes to be trained. In many cases, training begins in a group setting. Individuals then request one-on-one training, either in the group setting or later. Individual training often begins with a focus on a specific destination, then broadens to more destinations and general travel. Some follow-up is conducted to ensure that no additional training is needed. All SARTA travel trainers have attended Easter Seals Project ACTION training. 1. The travel training program is well presented on SARTA’s website, at the following link: http://www.sartaonline.com/riding. The web page includes a travel training video introduction to travel training and a place for people to express interest and request training. 2. Outreach and education for the travel training program is well integrated with SARTA’s broad marketing and branding. 3. Orientation is well focused, with supporting educational materials, training form, consent form, statement of travel training program principles, and frequently asked questions. 4. Training is done opportunistically. If an opportunity presents itself, it is taken. For example, a presentation was made to the county agency serving people with developmental disabilities at their in- service staff training. 5. Detailed records of training are kept in a spreadsheet database, documenting that over 10,000 persons have been trained in group and one-on-one settings. 6. Comment cards are used successfully to gather feedback from people who have received training. Results are maintained in a database. Almost 2,000 have been received to date.

80 TRAVEL TRAINING CENTRAL OHIO TRANSIT AUTHORITY COLUMBUS, OHIO Program Name Travel Training Sponsoring Organization Central Ohio Transit Authority (COTA) Address 33 North High Street City, State Columbus, OH Organization Type Public Transportation Authority Training Program Began 2009 Service Area Franklin County plus a small part of Delaware County Service Area Population 1,175,000 Service Area Size (sq mi) 560 Data for Year Ending 2012 Annual Training Expenses $50,000 (approximately) Major Funding Sources Transit Agency Operating Budget Partnering Agencies N/A Program Description COTA offers travel training as a personal service that focuses on the customer’s needs. Travel training is free and available to those seeking independence by using public transit. The goal of the travel training program is to maximize each individual’s ability to travel safely and independently on COTA’s fixed route bus service. The program is available to all residents of the COTA service area. COTA also offers free travel training to organizations, as well as to high schools for students who are unable to obtain a driver’s license due to their disability. COTA staff will come to organizations to provide transit information and how-to-ride instructions. Referrals come from COTA’s paratransit unit and from Central Ohio work incentive (jobs), the school districts, senior housing, and senior centers. The program includes: Fixed Route familiarization—For people who are familiar with the system, but need one-on-one training. This lasts 1–2 days. Buddy System—For two or more people going to the same location and are trained together. Group Training—Two-hour presentations that include a review of COTA, a trip on the bus, and discussions about safety. There are generally two of these sessions per month which can be as small as eight or as large as 25 persons. Key or Unique Factors One staff person provides travel training. “This is one of the best programs developed for our customers,” according to Carol Perkins, COTA’s Director of Mobility Services. The travel training program is dedicated to training individuals to use COTA transportation and has had many successes. “How To Ride Guides” are also available.

81 THE RAPID TRAVEL TRAINING THE RAPID GRAND RAPIDS, MICHIGAN Program Name The Rapid Travel Training Sponsoring Organization The Rapid Address 300 Ellsworth SW City, State Grand Rapids, MI Organization Type Public Transportation Authority Training Program Began 2005 Service Area Grand Rapids and the surrounding communities: East Grand Rapids, Kentwood, Wyoming, Grandville, and Walker Service Area Population 482,740 Service Area Size (sq mi) 185 Data for Year Ending 2013 Annual Training Expenses Estimated as $29,200 (salary only) Major Funding Sources Transit agency operating budget Partnering Agencies None Program Description The Rapid offers two programs designed to help those who need extra assistance using the bus. The first is travel training which offers one- on-one training for people with disabilities. The travel trainer plans the client's route, rides with him or her during training, and stays in contact with the client to monitor progress. The second program is Senior Mentors (also called Volunteer Mentors, when they are helping non- seniors). The Senior Mentors program pairs an experienced volunteer with any senior who would like to feel more comfortable using the bus system. The mentor provides all the information, plans the route to a destination of the client's choosing, and goes with the new bus rider. The mentor also gives the participant a free 10-ride fare card to start his or her bus travels, which is considered to be an important incentive to use the bus for this population. Group orientations are offered to seniors, especially for those not used to coming downtown. It is also a way to entice people to come downtown and experience the arts/culture. Sessions are often tied to special events downtown such as health fairs for groups of seniors or attending a matinee at the arena—and make use of a transit bus which will drive through the central station. A Senior Mentor will often accompany the group to talk about bus safety and her/his own experiences after the coordinator has given a more general overview. Key or Unique Factors The target audience for the travel training program is persons with disabilities. The target audience for the Senior Mentors program is seniors age 60 and older without a disability. For the travel training

82 program, the travel trainer plans the client's route, rides with him or her during training, and stays in contact with the client to monitor progress. The focus of the training is essentially route training—the participants generally have the basic skills but need help with specific routes. For the Senior Mentor’s program, the process begins by pairing first-time or inexperienced riders with trained volunteers who act as personal guides for the senior or even a group of seniors. Both one-on-one training and “ride-alongs” are used in the programs. There is little to no use of classroom-based teaching, as the coordinator believes that training while using the actual transit system is more effective. The coordinator of the travel training program follows up with participants for up to 3 months.

83 LAKETRAN TRAVEL TRAINING LAKETRAN GRAND RIVER, OHIO Program Name Laketran Travel Training Sponsoring Organization Laketran Address P.O. Box 158 City, State Grand River, OH Organization Type Regional Transit Authority, created under authority of the Ohio Revised code, as a political sub-division of the state of Ohio, with its own voter- approved taxing authority Training Program Began 2008 Service Area Lake County, OH, including all cities, villages, and townships Service Area Population 229,885 Service Area Size (sq mi) 227 Data for Year Ending Calendar Year 2012 Annual Training Expenses $15,914 (partial year only) Major Funding Sources FTA Section 5317 New Freedom Program Partnering Agencies Agencies serving seniors and people with disabilities; school districts Program Description Laketran’s Travel Training Program provides quality personalized one- on-one instruction for any individual who would like to use the public transportation system. Group orientation sessions are available, as well as one-on-one training. One-on-one travel training involves a series of steps from initial one-on-one instructor assistance to gradual fading of trainer assistance, which leads to independent travel by the individual. Individuals who need assistance to learn the public transportation system can receive one or both of the following types of travel training: Destination Travel Training which teaches the individual to go to and from a specific destination, usually on a daily basis, or General Travel Training which provides the individual with more complex instructions. The individual is taught to use the bus for general travel, selecting destinations of his/her choice. Included in this training is learning to read the bus schedules. Target audiences for travel training include: Seniors, persons with disabilities, youth. Any person who is 14 years of age or older is eligible. Parental or caseworker consent is required for any person under 14 years old. Travel training will be provided to anyone without transportation, non-drivers, seniors and caregivers, youth, people with disabilities, people looking to save on the cost of transportation, HHS/social services agency staff (social workers and case managers).

84 Key or Unique Factors Travel training is customized for seniors; people with disabilities, students in grades 4 through 12, or aged 10 and up; high school students with disabilities. Travel training is offered to individuals preparing to finish school and enter job training. Targeted travel training methods include: Seniors in small-group settings, such as senior centers, veterans groups, and senior living facilities. Training for seniors typically begins with a group presentation at a senior center, with one-on-one training for seniors who express an interest. Laketran works with social services professionals and families who are trying to encourage a senior to stop driving. Presentations are made to groups of caregivers. Area senior centers receive presentations at least once a year. Students in grades 6 to 12 through a Class Pass Travel Training program, a program that combines experiential educational outings with the use of transit. The program includes a short training session on public transit planning a few days prior to a trip, and then allows for a classroom on-board excursion on Laketran's fixed route. Each Class Pass can accommodate up to 20 students and chaperones. It is also available to student groups for ages 10 and up. High school students with disabilities transitioning from high school upon graduation. Laketran will provide a staff member to be present during an Individualized Education Program (IEP) to assist in clarifying transit-related goals. Adults with disabilities—either developmental or mental health disabilities—receive individualized travel training. Travel trainers meet with case managers or job coaches to create goal plans to meet individual goals of clients. 1. Carefully differentiated elements of the training, such as route training, selecting destinations, trip planning, map navigation, bus schedule reading, fare payment, bus etiquette, street crossing, emergency skills, appropriate social behavior, and safety skills. 2. Sustained, stable funding since 2008 through the FTA Section 5317 New Freedom Program.

85 VALLEY REGIONAL TRANSIT TRAVEL TRAINERS VALLEY REGIONAL TRANSIT MERIDIAN, IDAHO Program Name ValleyRide/Valley Regional Transit Travel Trainers Sponsoring Organization Valley Regional Transit through RideLine Address 700 N. East 2nd St. Suite 100 City, State Meridian, ID Organization Type Public Transit Provider Training Program Began The Travel Training program started in 2010 as part of a mobility management program with funding from a grant. Service Area Ada and Canyon Counties. People who live outside these areas but want to use transit in the two counties can participate in the training. Anyone needing one-on-one assistance within the service area is eligible to participate in the training. Service Area Population 581,288 Service Area Size (sq mi) 1,663 Data for Year Ending 2012 Annual Training Expenses $110,000 (varies due to local match and other cooperative programs). Major Funding Sources Travel training is funded through larger mobility management program funding that is sponsored though grants such as JARC or New Freedom. Partnering Agencies Formal and informal partnerships with various human services agencies in the community. Extensive community outreach and training of “outside” agency personnel is ongoing. Program Description Key or Unique Factors Travel training is offered free of charge from Valley Regional Transit Travel Trainers program. The program helps people plan trips and trainers will ride with clients to destinations. The travel training program’s features include trip planning and route escorts, customized service for each person to successfully use public transportation, and services for everyone, including seniors and people with disabilities. Group training and presentations are available upon request. Planned expansion of the program includes adding non-English language capabilities and providing training for transportation options in addition to transit. The program has one trainer with experience in developmental program management, elder care, emergency medicine, and vehicle fleet operations. The Travel Training Program is for anyone, of any age and ability, who is interested in riding the ValleyRide bus system independently. Trainers assist participants to understand trip planning, transit routes, how to locate and transfer to other buses, read and understand route maps and schedules, purchase fares and passes, use the wheelchair lift and ramps, position mobility devices in the bus, ride with service animals, and ride independently and with confidence. Training is generally individualized to the exact places people travel to so they can become comfortable with the route. Post-training follow-up is done at 1 month and 3 months after training. A survey is also sent out to gather feedback. Individuals can fill it in anonymously or give their name. This information from the survey is used to improve the program.

86 MONTEREY-SALINAS TRANSIT TRAVEL TRAINING MONTEREY-SALINAS TRANSIT (MST) MONTEREY, CALIFORNIA Program Name Monterey-Salinas Transit Travel Training Sponsoring Organization Monterey-Salinas Transit (MST) Address One Ryan Ranch Road City, State Monterey, CA Organization Type Public Transit Agency Training Program Began 2008 Service Area Carmel, Del Rey Oaks, Gonzales, Greenfield, King City, Marina, Monterey, Pacific Grove, Salinas, Sand City, Seaside, Soledad, and Monterey County Service Area Population 415,057, with an estimated 352,000 population in areas within 3/4 mile of established fixed routes in the county Service Area Size (sq mi) 280 Data for Year Ending 2012 Annual Training Expenses $200,000 Major Funding Sources New Freedom Grants, including 20% match Partnering Agencies United Way, medical, social services, and transit providers Description of the Program MST offers travel training to individuals, groups, and organizations. Training involves a bus ride (“rolling classroom”) accompanied by the travel trainer to a specific desirable destination as a way of attracting individuals to travel training. Participants receive training on trip planning; understanding route maps, stops, schedules, and landmarks; bus stop and bus access safety; paying fares and purchasing passes; planning for a specific route; transferring to other buses; and using a mobility device when riding. Participants receive practical instruction and safety tips involving equipment demonstrations, hands-on experiences, and get individualized training plans. In 2013, MST started offering more group trips and less individual trainings so they could reach many more people who could benefit from fixed route transit as an alternative to more expensive paratransit services. The one-on-one training is individualized, takes longer to complete, and in the last year has targeted cognitively impaired individuals who might require additional personalized training. Navigators (trained volunteers) provide follow-up training after an initial training provided by travel training staff. Key or Unique Factors In the Navigators Volunteer Program, volunteers are trained as travel trainers to support the work of paid trainers. Trainees receive 12 hours of classroom and field training, are screened (drug and background checks and references), and serve a day or two a week in senior centers to provide orientation and senior travel training.

87 INTERCITY TRANSIT TRAVEL TRAINING PROGRAM INTERCITY TRANSIT OLYMPIA, WASHINGTON Program Name Intercity Transit Travel Training Program Sponsoring Organization Intercity Transit Address 526 Pattison SE City, State Olympia, WA Organization Type Public Transportation Benefit Area (PTBA) Training Program Began 2001 Service Area Thurston County, WA: Olympia, Lacey, Yelm, Tumwater Service Area Population 163,360 Service Area Size (sq mi) 97 Data for Year Ending 2012 Annual Training Expenses $83,324—Includes the cost of one travel trainer and training and travel for the travel trainer. Major Funding Sources Program is funded through local sales tax dollars. Partnering Agencies N/A Description of the Program Training begins with one-on-one instructor assistance. The participant learns step by step how to get where he or she needs to go independently using transit. Each training program is individually tailored to the participant’s needs and will help the participant learn how to: - Plan a trip. - Ride specific routes. - Read and understand route maps and schedules. - Get to and from a desired bus stop. - Recognize bus numbers, bus stops, and landmarks. - Pay fares and purchase passes. - Get on and off the bus safely. - Use the lift to board with a mobility device. - Position a mobility device on the bus. - Locate and transfer to other buses. - Get service information. - Travel independently and confidently riding the bus. Key or Unique Factors The Intercity Transit Travel Training Program not only responds to client referrals, but also provides community outreach to identify new markets and referral sources.

88 SAMTRANS MOBILITY AMBASSADOR PROGRAM SAN MATEO COUNTY TRANSIT DISTRICT SAN CARLOS, CALIFORNIA Program Name SamTrans Mobility Ambassador Program Address 1250 San Carlos Ave., P.O. Box 3005 City, State San Carlos, CA Sponsoring Organization San Mateo County Transit District (SamTrans) Organization Type Public Transportation Authority Training Program Began 2010 Service Area San Mateo County Service Area Population 718,451 Service Area Size (sq mi) 448 Data for Year Ending FY2013 Persons Trained per Year Average of 133 per year over 4 years Annual Training Expenses Average annual cost to operate the travel training program (Mobility Ambassadors) is $69,000 over a 5-year period. Major Funding Sources The District was awarded four Federal New Freedom (5317) grants from the Metropolitan Transportation Commission to develop and implement various mobility management services for seniors and people with disabilities in San Mateo County. Matching funds are provided by the District. Partnering Agencies San Mateo County Senior Mobility Initiative Description of the Program The Mobility Ambassador Program trains volunteers to help older adults and people with disabilities learn to use transit and understand their full range of transportation options. Ambassadors can help with many transportation-related issues, including planning a trip using public transit, finding a driver safety class, and learning about alternatives to driving, such as community shuttles. Ambassadors can also give educational presentations, conduct group and one-on-one rider training, and organize group trips on transit to interesting destinations. The program’s mission is to teach people how to travel independently. The program is complemented by travel training of ADA-eligible persons by professional travel trainers. Key or Unique Factors San Mateo County trains volunteers to conduct travel training. Additionally, the program takes a mobility management approach by helping seniors and people with disabilities with their full range of transportation options according to their individual trip needs.

89 MOBILITY OPTIONS PROGRAM SANTA CLARA VALLEY TRANSPORTATION AUTHORITY SAN JOSE, CALIFORNIA Program Name Mobility Options Program Sponsoring Organization Santa Clara Valley Transportation Authority (VTA) Address 3331 North First Street City, State San Jose, CA Travel Training Began 2009 Organization Type Public Transportation Authority Service Area Santa Clara County Service Area Population 1,781,642 Service Area Size (sq mi) 1,290 Data for Year Ending 2010 Annual Training Expenses $151,418 (New Freedom Large Urbanized Area (UA) Projects) Major Funding Sources California Department of Transportation Partnering Agencies Social Services Agency Partners Description of Program The goal of the Mobility Options Program is to promote independent travel options for people with disabilities and seniors in Santa Clara County by providing training opportunities. The program includes online instructional videos, offers group travel training, and has Information Service Representatives available to answer questions and plan trips. VTA publishes a Senior Mobility Guide arranged in sections that provide information on public transportation and other transportation options. VTA’s Mobility Options Program offers free group training to help persons with disabilities and older adults learn to use bus and light rail systems safely and confidently to get to places like shopping malls, medical facilities, recreation areas, civic buildings, and colleges. The VTA travel trainer customizes the learning experience to meet the needs of the individual. The step-by-step process emphasizes safety while building confidence and travel skills. The length of the program is based on the individual’s need. VTA offers “Daycations” to help our senior riders learn how to better use the VTA system. A VTA speaker hosts morning trainings immediately followed by a free guided bus and/or light rail ride to entertainment or shopping venues of their choice in Santa Clara County. The Train the Trainer Academy is a free comprehensive training for care providers and senior volunteers that provides a foundation to teach seniors how to safely and confidently use public transportation. The training consists of classroom and field instruction. From May 2009 to May 2012, Santa Clara Valley Transportation Authority offered free one-on-one travel training. When the New Freedom grant cycle ended in May 2012, VTA decided to refer persons with disabilities and seniors to their community partners for one-on-one travel training. This has enabled more individuals to receive one-on-one travel instruction. Key or Unique Factors The program combines group and peer training in a system that emphasizes a mobility management framework.

90 STA MOBILITY TRAINING SPOKANE TRANSIT AUTHORITY (STA) SPOKANE, WASHINGTON Program Name Spokane Transit Authority (STA)—Mobility Training Address 1230 W Boone Ave City, State Spokane, WA Sponsoring Organization STA and Innovative Paradigms, a division of Paratransit, Inc. of Sacramento, California Year Established 2006 Organization Type Public Transit Provider Service Area 85% of Spokane County’s population is included the Public Transportation Benefit Area (PTBA) formed in 1981 when voters approved the PTBA’s establishment to operate Spokane Transit. Service Area Population 471,221 Service Area Size (sq mi) 248 Data for Year Ending 2012 Annual Training Expenses $235,000 Major Funding Sources New Freedom Transit Grant for 2005-2012 Partnering Agencies Innovative Paradigms team, Paratransit, Inc.—Contracting Company Description of the Program Spokane Transit Authority mobility trainers will familiarize each trainee with how the system works, from bus routes to ticketing, and most importantly, how the system can work to meet each specific trainee’s needs. If the trainee is hesitant to ride the bus, the mobility training program will give the trainee the confidence needed to become comfortable and in control of their schedule and their life. The trainer will determine each trainee’s needs and design an individualized training plan, including one-on-one instruction while actually riding the bus with each trainee. The trainer teaches the trainee everything needed to ride the bus safely and successfully. The trainer plans each trainee’s trip using the easiest and fastest route available. The trainer teaches the trainee how to read and understand route maps, schedules, and reader boards as the trainee reaches his/her own specific destination(s). The trainee will learn how to openly communicate with drivers, how to transfer to other buses, and how to board and exit buses safely using lifts or ramps when using a mobility assistive device. The trainee also learns how to maneuver her/his wheelchair or scooter into the bus securement locations, identify landmarks and bus stops, safely travel to and from bus stops, and pay fares or purchase passes. Key or Unique Factors Spokane Transit Authority uses “Smart Card” technology to track the use of public transit by mobility training program graduates. In recent years the program has allowed the transit provider to avoid or defer nearly 32,000 paratransit (ADA) trips per year, resulting in a cost avoidance of $633,989 per year. Spokane Transit has a mobility training video that is an excellent introduction to travel training for persons interested in receiving training. The video is available at http://www.spokanetransit.com/ride- sta/view/mobility-training or http://vimeo.com/10966041.

91 WMATA’S TRAVEL TRAINING AND OUTREACH WASHINGTON METROPOLITAN AREA TRANSIT AUTHORITY WASHINGTON, D.C. Program Name WMATA’s Travel Training and Outreach Sponsoring Organization Washington Metropolitan Area Transit Authority (WMATA or Metro) Address 600 5th Street, NW City, State Washington, D.C. Training Program Began 2004 Organization Type Public Transit Authority Service Area Washington, D.C. plus Montgomery and Prince George’s counties in Maryland and Arlington and Fairfax counties and the cities of Alexandria, Fairfax, and Falls Church in Virginia Service Area Population 3,500,000 Service Area Size (sq mi) 1,500 Data for Year Ending 2012 Annual Training Expenses Approximately $500,000 Major Funding Sources Participating jurisdictions and fares, some federal grant funds Partnering Agencies MTM Transportation, ENDependence Center of Northern Virginia, Independence Now (in Maryland), Lighthouse for the Blind Program Description Metro offers free travel training sessions and provides hands-on learning for its accessible Metrorail and Metrobus and partner bus systems for persons with disabilities and older adults. These sessions are available one-on-one or in group sessions. Group trainings can occur at residential facilities, senior programs, partner locations, or other sites. During the travel training, customers learn everything from trip planning, to how to locate Metrobus stops and Metrorail stations, to how to purchase a fare card and navigate the system. Training sessions are customized based on an individual’s needs. Metro offers more intensive and comprehensive, individualized travel training for people with significant disabilities who may benefit from the basic individual Metro system orientations that Metro provides. Train the Travel Trainer workshops inform travel trainers and orientation and mobility trainers about Metro's bus and rail system accessibility and safety features so that they may incorporate this information into their existing travel training programs for people with disabilities. Metro’s trained partners also provide travel training to their consumers, and Metro promotes referrals back and forth among their partners for transportation and other needs.

92 Key or Unique Factors There is a strong focus on using the travel training program as a demand management strategy for ADA paratransit. A special report on Metro’s Eligibility Certification Travel Training and Transit Options Program estimated possible savings of $1.5 million in FY 2011-2012 from the travel training program for persons with disabilities and older adults. With their partners and other agencies, WMATA has a focus on a more holistic approach to “treating more of the person,” which means building life skills and addressing many of an individual’s life-sustaining and social needs, not just learning how to travel. These efforts emphasize informing individuals about the numerous resources in their communities, including travel options. An upcoming program will create certifications for travel trainers and build a local mutual support network for travel trainers.