Community Tools to Improve Transportation Options for Veterans, Military Service Members, and Their Families (2014)

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Page 7-1 Community Tools to Improve Transportation Options for Veterans, Military Service Members, and Their Families Chapter 7 presents information on new transportation services that may help meet the transportation needs of veterans, service members, and families in your community. While coordination and mobility management will most certainly help improve mobility options, the identi
ied transportation needs may call for new services to be considered, and these are described in this chapter. Be aware that options presented in this chapter will require additional funding resources, and possibilities are discussed in Chapter 8, Business Practices. Opon 1: Develop “One-Call/One-Click” Transportaon Informaon Center The previous chapter suggested that centralizing information about available transportation options in your community is a good way to help veterans, service members, and their families know about local mobility options. As discussed in that chapter, this could be done in relatively straightforward ways, for example, by compiling and publishing a directory of services or expanding your public transit agency’s information function. A more sophisticated version of centralized information would take this option to the next level and provide more personalized and expanded assistance for transportation information-seekers, with one call to a consolidated information center or one click to the information center’s website. Such a one-call/one-click transportation information service can be con
igured in various ways and with various degrees of complexity, and it can start relatively simply and develop to more complex levels. The information service could potentially help a caller with the eligibility process that may be required for a certain transportation service; it might provide assistance with itinerary planning; the service could help a caller
ind a carpool or other ride-sharing option; it may even schedule a trip for a caller on an appropriate transportation service. Services: “We’re On the Road Now!” Chapter 7

Page 7-2 Community Tools to Improve Transportation Options for Veterans, Military Service Members, and Their Families Chapter 7 Services: “We’re On the Road Now!” At its simpler level, the one-call/one-click enables “trip discovery,” which helps a caller determine whether or not a trip can be made. Is there a transportation service that can meet the trip need? At a more complex level, the one-call/one-click would allow “trip booking,” where an individual is assisted with reserving a trip with a transportation provider for a speci�ic trip need. The more complex “trip booking” capabilities of one-call/one-click information services require a high degree of coordination among the community’s transportation providers. If, for example, the one-call/one-click service schedules trips on participating transportation services, computerized scheduling software will be needed, linking in the participating transportation providers that agree to open up their capacity and allowing trip-booking through the centralized one-call/one-click’s technology. One-call/one-click transportation services are particularly helpful if there are numerous human service transportation programs in your community, as the one-call/one-click will simplify access for those looking for transportation. It can help individual veterans or service members as well as caseworkers and agency staff in determining whether or not a trip can be made on available transportation, and then it can help match individual trip needs to appropriate transportation providers. The transportation providers also bene�it, as it allows them to maximize use of their transportation assets. One-Call/One-Click Centers to Benefit Veterans and the Military A number of communities across the country are building one-call/one-click transportation centers speci�ically to bene�it veterans and the military community through the Federal Veterans Transportation and Community Living Initiative (VTCLI). This grant program, managed and administered by the FTA, provides funds for capital technology projects that build, expand or enhance community “one-call/one-click centers.” As discussed in Chapter 2, the VTCLI awarded grants �irst in 2011 and again in 2012, funding more than 100 projects to pursue one-call/one-click centers to specially bene�it veterans and the military community. Option 2: Implement New Public Transit Services Depending on the needs identi�ied in your community for veterans, service members, and families, your community may need to consider expanding the current public transit system to �ill spatial or temporal gaps in service. Good resource: a “One Call–One Click Transportation Services Toolkit” is available at http://web1.ctaa.org/webmodules/webarticles/anmviewer.asp?a=2428&z=101 This Toolkit is a set of online tools, which includes, among other resources, a guide for beginning one call-one click transportation services.

Page 7-3 Community Tools to Improve Transportation Options for Veterans, Military Service Members, and Their Families Chapter 7 Services: “We’re On the Road Now!”Particularly in small to medium-sized cities, the public transit agency may operate routes only in the more built-up parts of the community, and service may be available only until 6 or 7 p.m. on weekdays, with no or very limited service on Saturdays and Sundays, limiting transit as a mobility option for destinations in outlying parts of town and during evenings and weekends. New Fixed Route Service New �ixed route services might include traditional �ixed-route/�ixed-schedule service or more tailored service to meet identi�ied transportation needs of veterans, service members, and families. It might also include extending the service span (days and hours of service) on existing routes to provide transit options for veterans seeking jobs with late night, very early morning, or weekend hours. Traditional Fixed Route/Fixed Schedule Service Determine if there are key destinations for veterans that are currently not served by your community’s public transit agency, for example, a CBOC or Vet Center. If you have created maps of those destinations through planning efforts described in Chapter 5, use these and work with transit agency staff to assess if new �ixed route/�ixed schedule service could be developed to serve those destinations. If there is a military base nearby or if your community provides housing opportunities for active duty service members and their families for a nearby base, a route connecting the base to the community may be needed. Hopefully you have connected with the appropriate military staff at the base during your outreach efforts and there is someone from the base who can work with you to consider a route to serve the base. A key planning issue to resolve is how the route will connect to the base. Would it stop at the gate? Could the route enter the base and provide some internal base circulation? These are important service implementation issues that will need to be explored with military of�icials on the base. Flex Route Service If there are destinations important for veterans, service members, and their families but only on a periodic or occasional basis, a �lex route may be a better option than a traditional �ixed route/�ixed schedule service. A �lex route is designed to operate along a de�ined path of travel, with schedule �lexibility so

Page 7-4 Community Tools to Improve Transportation Options for Veterans, Military Service Members, and Their Families Chapter 7 Services: “We’re On the Road Now!” Based on survey responses from 99 DAV/VTN volunteer driver programs:21% pick up veterans only at group pick-up points, 38% pick up at group points and at veterans’ homes, 29% pick up mostly at veterans’ homes, and 12% indicated “it varies.” TCRP B-42 Survey of DAV/VTN transportation programs, July 2012. the vehicle can deviate off the route and serve locations within a de�ined distance from the route. Those who need to travel to or from those off-route destinations would typically schedule their trips in advance, a day or several hours in advance, depending on the scheduling resources of the transit agency. Employment-Oriented Routes Look for employment opportunities located beyond the current �ixed route network. For example, there may be an industrial area or big box retail or warehouses located outside of town, inaccessible by public transit. These may be places where veterans are seeking entry-level jobs. The local veterans employment specialists (they can be found through this resource http://dvoplverlocator.nvti.ucdenver.edu/default.aspx) will be able to assist in identifying the locations of the employment opportunities they are targeting. These specialists will be more successful placing veterans in jobs if those locations are served by public transit. Consider whether your transit agency might implement a special route to serve those employment locations. Service hours may need to extend into evening hours and weekends, ensuring access for different shift times. You might look to the businesses and employers to be served by the new route for possible funding contributions for operation of the new route (public-private partnerships are discussed later in this chapter). Extended Service Span Beyond new services to yet-unserved employment opportunities, your community may also want to consider whether additional service at nights and/or on weekends on the current routes would bene�it veterans, service members, and families. If the service span covers the more typical of�ice hours on weekdays and perhaps Saturdays, there may be merit in extending service, particularly for routes that serve retail and other establishments where there may be job opportunities for veterans seeking work. Other New and Special Services Other public transit services may also be needed to meet speci�ic types of trips needed by veterans and the military community. Feeder Service to DAV/VTN Pick-Up Locations Many of the DAV/VTN volunteer driver programs that transport veterans to VA medical appointments provide service from designated pick-up points in the community, which means that the veterans must get to those pick-up

Page 7-5 Community Tools to Improve Transportation Options for Veterans, Military Service Members, and Their Families Chapter 7 Services: “We’re On the Road Now!” locations at the scheduled times for their trips. And often, the scheduled pick-up times are very early in the morning, as trip distances to the VA medical facilities may be long. If the DAV/VTN transportation program serving your community is among those that pick up veterans only at designated points, consider providing advance reservation service from veterans’ homes to those locations, and the reverse trip back to their homes once dropped off at the designated location later in the day. This service could be a special supplement to your transit agency’s paratransit service. Special Services to VA Facilities Consider whether your community might supplement existing DAV/VTN volunteer service and offer transportation to the VAMCs used by veterans in your community. Make sure that the pick-up and drop-off locations for such a shuttle service are accessible by your community’s public transit system. Carpool/Vanpool Program For work trips and school trips to and from local colleges and universities, ride-sharing may be a viable option for some veterans and service members. If your transit agency or community has a ride-sharing program, ensure that you market this service to the veterans’ employment specialists serving veterans in your community as well as to local colleges and universities. If you have a military installation nearby, be sure that your contacts at the base know about the program and how service members can access the ride matching service. Matching rides between service members and civilians for work trips to the base may be possible. There may also be other types of trips appropriate for ride-sharing with civilians, or there may be military family members living in the community who might bene�it from ride matching. With the strong sense of camaraderie among veterans, think about asking those who sign up for ride matching if they have served in the military and using that information to match veterans together when trip characteristics are similar—a veteran with a ride to offer may be more willing to share the trip when the person needing a ride is another veteran. The Carroll Area Transit System, Inc., in north-central Maryland, started a new veterans’ shuttle that provides service from two locations in the county to the VAMC in Baltimore (5 days/week) and the medical services at Fort Detrick in Frederick (5 days/week). The county funds the shuttle operating costs. The vehicles were acquired with an FTA grant and local matching funds.

Page 7-6 Community Tools to Improve Transportation Options for Veterans, Military Service Members, and Their Families Chapter 7 Services: “We’re On the Road Now!” In southern Oregon, a partnership led by the local housing authority used private investment equity generated by low-income housing tax credits to purchase an accessible van for its new facility. Of the 34 units, 18 are held by veterans, many of whom had previously been in residence at the Southern Oregon VA Rehabilitation Center in White City. The van serves veterans’ work trips for second and third shifts, with hours not served by the local transit system, Rogue Valley Transportation District (RVTD). Other needed trips are to destinations not currently in RVTD’s service area. Public-Private Partnerships Implementing new transit services will require new funding. While grant programs through the FTA and other levels of government are clearly important, you should also look to your community’s local businesses and other local organizations to help support new transit that will beneŒit veterans, service members, and families. If you extend a public transit route to serve a business park outside of town, for example, talk to the larger businesses and employers in that location to see if they might contribute to the costs for that service— either a one-time capital contribution or to ongoing operating costs. The contributing private businesses can be acknowledged in various ways, ensuring that their contributions are recognized in the community. Give the contributors credit through transit agency marketing and public information efforts; include their names on the outside of the vehicles; work with local media to recognize the private sponsors; and/or hold a “kick-off” event when the new service is initiated and speciŒically recognize the business sponsors. Opon 3: Support Other Community Transportaon Services Providing support to other community transportation services, beyond your public transit system, may help those organizations offer new and expanded mobility for veterans, service members, and families. Taxi Services Taxi service provides on-demand personalized transportation, most commonly with sedan-type vehicles. To expand taxi service to those who use wheelchairs and cannot transfer to a sedan seat and those who use scooters, consider purchasing accessible taxi vehicles and providing them to your local taxi industry for their use. An accessible taxi, such as a ramp-equipped minivan, costs from $35,000 to $45,000. A number of communities have purchased such vehicles with FTA funding assistance and leased them to a local taxi company for a nominal fee.

Page 7-7 Community Tools to Improve Transportation Options for Veterans, Military Service Members, and Their Families Chapter 7 Services: “We’re On the Road Now!” The agreement between the community and taxi company should spell out expectations for the vehicles’ use, for example, requirements that the taxi driver receive training in proper and safe use of the accessibility equipment, and that priority be given to taxi customers using wheelchairs and other mobility devices. Taxi use can also be supported by providing vouchers to veterans and others in the target groups; see more on Vouchers in Option 5. Volunteer Driver Program If your planning efforts identiied any community-based volunteer transportation programs, consider whether providing support to those programs would expand their capabilities to serve more trips, particularly trips needed by veterans or others in the military community. Volunteer transportation may be provided by a local chapter of the Red Cross, by churches or other faith-based organizations, or through local human service agencies. Your community's support might include direct funding in exchange for a commitment to provide new or additional trips needed by veterans. Or your support might be operational, such as assistance with driver training or scheduling trips, the latter perhaps with assistance from your public transit agency’s paratransit scheduling function. Support VSOs that Provide Transportaon Assess whether the VSOs that you identiied during your community’s planning efforts would beneit from assistance in acquiring new vehicles for their transportation component, allowing them to serve additional trips for veterans. Your community might help them apply for a vehicle through the Federal Section 5310/Enhanced Mobility Program and assist with funding for the local match requirement. In exchange, require that the VSO coordinate its transportation service with other local organizations serving veterans. Opon 4: Iniate Volunteer Driver Program A volunteer driver program involves individuals in the community providing rides to other community members who need transportation, typically seniors and those with disabilities. Such programs can be a cost-effective way to address transportation needs that may not be well-served by more traditional transit and paratransit services. There are different ways to design a volunteer driver program, and various resources exist that provide guidance on implementing such a program.

Page 7-8 Community Tools to Improve Transportation Options for Veterans, Military Service Members, and Their Families Chapter 7 Services: “We’re On the Road Now!” Paul Bunyan Transit is the public transit provider in Beltrami County, located in northern Minnesota. Among its services is a volunteer driver program, accumulating over 300,000 miles each year, which includes volunteers driving veterans to the nearest VAMC located more than 100 miles away in Fargo, North Dakota. Volunteer driver programs can be established as a stand-alone service (e.g., through a newly formed non-pro�it), as a new service of an existing non-pro�it, or as a subset of a public agency or organization, such as a public transit system or senior services department of a city or county. Volunteer drivers use their own private vehicles, or they may use vehicles owned by the volunteer driver program. The volunteers often receive reimbursement for the miles they travel providing the rides. Reimbursement rates should adhere to Internal Revenue Service (IRS) rules governing non-taxable income. In Massachusetts, for example, reimbursement rates for volunteer drivers generally range from $0.22/mile to $0.55/mile (13). Or, another option is the volunteer can claim the IRS-de�ined charitable mileage rate. Volunteer reimbursement is one of the program parameters that should be addressed during the planning of a new volunteer driver program. Volunteer Driver Program Models Volunteer driver programs vary in structure, depending on community needs and program resources. Approaches differ by service span, rider payment, vehicles used, whether the volunteer driver is provided by the sponsoring program or identi�ied by the person needing the ride, and driver reimbursement, among other program design characteristics. The more common volunteer driver program models include: Full service model: coordination of all aspects of the program (driver recruitment and screening, ride scheduling, driver reimbursement, etc.). TRIP (Travel Reimbursement and Information Program) model: a “hands-off” approach in which riders recruit their own drivers and arrange their own rides. Membership model: Riders pay membership fees and fares, often to support paid drivers as well as volunteers. In the full service model, the sponsoring organization recruits volunteer drivers and schedules rides based on participant requests. The vehicles used for the rides are owned by either the volunteers or the organization. Scheduling rides and matching those with volunteer drivers can be done in various ways. For smaller programs, Google Drive is a creative option for doing this. See an example in Tools at the end of the chapter.

Page 7-9 Community Tools to Improve Transportation Options for Veterans, Military Service Members, and Their Families Chapter 7 Services: “We’re On the Road Now!” In contrast to the full service model, the TRIP model, developed by the Independent Living Partnership (ILP) of Riverside, California, has participants arrange and document their own rides with neighbors and friends—volunteers the riders locate. With this latter model, the organization only coordinates funding sources and volunteer reimbursements, paying reimbursements to the rider rather than the volunteer. The organization is not responsible for recruiting volunteers, scheduling trips, or providing trips. The ILP organization provides training and technical support to newly developing projects. The third model, the membership model, requires that participants formally join the organization and pay a fee. ITNAmerica is an example of this model.For those programs that provide the volunteer driver, training for the drivers is an important program element, including to give some consistency to the transportation service. Information on the different volunteer driver models and program components is provided in Tools at the end of this chapter. Insurance for Volunteer Drivers Securing adequate insurance coverage and minimizing risk are important steps when forming a volunteer driver program. In the event of an accident, the insurance policy on the volunteer’s vehicle is the �irst line of coverage, through the volunteer’s personal auto insurance. However, the program may be liable if the damages exceed the volunteer’s insurance limits. A volunteer driver program will need to have insurance coverage speci�ic to its volunteer driver program, beyond the normal coverage for a non-pro�it organization. Your state may have a transit or non-pro�it insurance pool as an alternative to traditional commercial insurance. This is the case in Virginia (through the Community Transportation Association of Virginia), California (through NonPro�its’ United), and several other states. Laws on volunteer liability also vary by state. The Federal Volunteer Protection Act of 1997 offers some limits to volunteer liability, but they may not apply if the volunteers are operating a motor vehicle. Information on state volunteer driver liability laws is available through the National Conference of State Legislatures at www.ncsl.org/issues-research/transport/information-for-state-volunteer-driver-liability-l.aspx. Option 5: Design and Operate a Voucher Program A voucher program provides tickets or some other payment mechanism to eligible users that enable them to take trips on participating community transportation services. A voucher program allows those with transportation needs to take advantage of existing transportation services that are both

Page 7-10 Community Tools to Improve Transportation Options for Veterans, Military Service Members, and Their Families Chapter 7 Services: “We’re On the Road Now!” formal (e.g., the local transit system) and less formal (e.g., participating specialized providers). Similar to the TRIP model, individuals needing transportation are often responsible for �inding a driver for their trip needs. Voucher programs are increasingly used in rural communities, and CTAA reports that Centers for Independent Living are among the largest operators of voucher programs. Often volunteer driver programs are involved as participating providers in voucher programs. Vouchers could also potentially be used for taxis and intercity bus tickets. Voucher programs generally take one of two forms: the checkbook model or the i-voucher model (14). Both allow eligible individuals to exchange their checks or i-vouchers for rides. A program coordinator or bookkeeper assists in arranging rides and reimburses participating providers. The checkbook model relies on printed checkbooks and hard copy forms, while the i-voucher model is Internet and software-based. Communities interested in starting a voucher program must develop local partnerships with transportation providers; set goals and objectives for the program; identify funding sources; contract with providers or volunteers; develop policies concerning trip purpose, mileage allocation per rider, payment schedule, etc.; publicize the program; and print checks or set up the relevant software. Based on a ten-site, �ive-year “Traveler's Cheque” voucher demonstration project, the Association of Programs for Rural Independent Living (APRIL) notes the following lessons learned (15): A program coordinator is critical for effective implementation and administration. Voucher programs can succeed in rural areas without public transportation options. They can also function as supplementary strategies in areas with some public transportation. The use of taxis (where available) raises program costs, but can offer individuals signi�icant �lexibility. Voucher programs have budgets of anywhere from $1,500 annually and up. Common operating expenses include employee wages, ride reimbursements, insurance and driver training, and basic of�ice and supply costs. According to the Rural Institute on Transportation, program costs depend on (16): The Center for Independent Living for Western Wisconsin (CILWW) developed and administers a voucher program available to eligible individuals in ten rural counties. The program provides transportation assistance for a de�ined time period and purpose, such as looking for a job. The eligible individual is responsible for �inding an available driver. Funding is based on the estimated mileage that will be traveled for the de�ined time period, with the voucher paying mileage for half the expected miles.

Page 7-11Community Tools to Improve Transportation Options for Veterans, Military Service Members, and Their Families Chapter 7 Services: “We’re On the Road Now!” Employment specialists with the Department of Labor (DOL) assisting veterans with employment ranked low-cost loans/reimbursement for vehicle repair and a vehicle donation program as the top two options among 11 listed options to help veterans with transportation. TCRP B-42 survey of 404 DOL specialists with Disabled Veterans' Outreach Program and the Local Veterans' Employment Representatives Program, August 2012. How many consumers the program serves and their needs. What expenses you decide to reimburse. How you organize the program. A donation of of�ice space or staff time from a local services agency. The availability of transit services already operating in the area. Option 6: Support Private Vehicle Ownership While improving community transportation will expand mobility options for veterans, service members, and their families, private transportation remains a preferred mode of transportation for many. Owning a reliable vehicle provides �lexibility and access throughout the community (and beyond) when trips are needed. This option—supporting private vehicle ownership—describes approaches that your community might consider for helping veterans, service members, and their families with their own private transportation. Among possibilities, two options are suggested: a donation/low-cost loan program for vehicle ownership, and assistance with vehicle maintenance and repairs. Donation/Low-Cost Loan Program for Vehicle Ownership Donation and low- cost loan programs acquire cars through donations or purchase, repair them to good working order, and then offer them either at no cost or at low interest rates to eligible individuals and families. Components in the design of a program are outlined below (17). Determine who the program will serve—what are the program’s mission and goals? Identify diversi�ied funding sources and create an operating budget. Recruit stakeholders—ideally a mix from social service organizations and from the auto and banking industry. Determine staf�ing needs to manage both clients and vehicles. Acquire vehicles: o Will you rely on donations? Will you make wholesale purchases? o What is the pro�ile of acceptable vehicles (age, mileage, retired public �leets)? o Do you have adequate storage space? o Do you understand the process for transferring vehicle title? o How will you market the program’s need for donations?

Page 7-12 Community Tools to Improve Transportation Options for Veterans, Military Service Members, and Their Families Chapter 7 Services: “We’re On the Road Now!” Repair vehicles. Will the program do this internally or have an auto body partner? Obtain the necessary used car or wholesale dealer licenses. Requirements vary by state, but usually include an application process and fees. Obtain insurance coverage: o Garage liability o Umbrella liability o Additional coverage if the program holds title while clients pay off their loansDecide the best method of distributing vehicles to participants—donations, sales, or leasing. Each involves a different level of program oversight. If applicable, �inance participant loans. Will the program do this internally or have a banking partner? Form a strategy for loan defaults/repossessions. Consider client eligibility, prioritization, and case management. Determine the extent of complementary programs: o Auto maintenance/repair o Financial education classes/training o Insurance assistance As the outline above shows, communities have many options when it comes to program design. In addition to (or instead of) making payments for vehicles, a program could include some type of service requirement. For example, participants could provide rides to other veterans in the community with the cars they receive. In the Wheels of Success program in Tampa, Florida, clients make monthly payments based on their ability to pay, as well as working �ive service hours per month for the organization (18). It is important to remember that your community doesn’t have to reinvent the wheel when it comes to starting a vehicle donation or low cost loan program. Options exist to become a “franchisee” of an established national program. For example: Ways to Work As a nationwide loan program based in Milwaukee, Wisconsin, Ways to Work offers low interest loans and �inancial education to working families. The national of�ice functions as the central lender, while local non-pro�its operate the program (more than 50 of�ices across the country). Potential borrowers can access a loan up to $8,000 at eight percent interest. In addition to having eligibility requirements for participants, Ways to Work has certain requirements and a step-by-step process for organizations that want to become local host agencies. This includes assessing both community need and organizational capacity, identifying local funding support, and completing a program application and certi�ication. http://waystowork.org/

Page 7-13Community Tools to Improve Transportation Options for Veterans, Military Service Members, and Their Families Chapter 7 Services: “We’re On the Road Now!” Good News Garage Good News Garage is a vehicle repair and donation program of the non-pro�it Lutheran Social Services. It currently operates in Massachusetts, New Hampshire, and Vermont. Good News Garage has matched over 4,000 cars to qualifying low-income individuals and families since 1996. Among other sources, the program draws on state and Federal funding, private donations, and revenue from its refurbished cars. www.goodnewsgarage.org/lss-home.aspx Assistance with Vehicle Maintenance and Repairs A second option is to set up a program that assists veterans with the maintenance and repair of vehicles they already own. Research conducted for this project could not �ind any speci�ic examples that were independent of vehicle donation and loan programs. However, it is possible that maintenance and repair assistance is occurring more informally; many communities already offer veteran discounts and special offers at local businesses, including auto body shops. Here are some suggestions for establishing a maintenance and repair program: Work with local repair shops to secure veteran discounts. Partner with an auto body repair program at a local high school or technical school. “Package” the program under a common marketing/public relations strategy. Coordinate these efforts with any existing donation and loan programs in the community, since the programs likely conduct repairs already (prior to vehicle distribution). Explore a partnership with the local transit agency—could the agency use its mechanics/�leet resources to provide low cost repairs for veterans?

Page 7-14 Community Tools to Improve Transportation Options for Veterans, Military Service Members, and Their Families Chapter 7 Services: “We’re On the Road Now!” Chapter 7: Community Tools 7.1 Google Drive: One Op on for Scheduling Rides and Volunteer Driver Schedules 7.2 Steps to Consider for a Volunteer Driver Program, Developed by the Beverly Founda on 7.3 TRIP (Travel Reimbursement and Informa on Program) Volunteer Driver Model 7.4 Independent Transporta on Network®—ITNAmerica Volunteer Driver Model

Chapter 7 Services: “We’re On the Road Now!” Community Tools to Improve Transportation Options for Veterans, Military Service Members, and Their Families Page 7-15 7.1 Google Drive: One Option for Scheduling Rides and Volunteer Driver Schedules For smaller programs that want a readily available way to match their volunteers’ availability with riders’ trip requests, Google Drive is one option to organize and share �iles, including drivers’ schedules. Google Drive is a service offered by Google to store, synchronize, and share �iles. The initial 15 GB of storage is free to all users and increased storage is available with a monthly paid subscription plan. Google Drive uses cloud storage so once documents are loaded on Google Drive, they are accessible from any computer, or on a smartphone or tablet through the Google Drive app. Google Drive also enables users to create and collaborate on documents, spreadsheets, or presentations through Google Docs (a free of�ice suite developed by Google). Wheels, a volunteer-driver program administered by The Little House in Groveland, CA within the Yosemite Valley region, uses Google Drive to organize its 38 volunteers who live throughout rural Tuolumne County. Drivers are invited to a shared folder that contains the monthly client trip schedule and pertinent driver, scheduler, and client information. It’s important to the program’s administrators that they develop a schedule as far in advance as possible— in order to make best use of their volunteers who in some cases may volunteer only once a month. Maintaining and distributing schedules with Google Drive helps the program administrators schedule trip requests as they come in and quickly respond to any necessary volunteer changes, ensuring that clients are never left without a ride.

Chapter 7 Services: “We’re On the Road Now!” Page 7-16 Community Tools to Improve Transportation Options for Veterans, Military Service Members, and Their Families 7.2 Steps to Consider for a Volunteer Driver Program, Developed by the Beverly Foundation The Beverly Foundation, established in 1977 and based in Pasadena, California for many years, became an early leader in identifying, documenting, and preparing informational and technical materials on transportation options for older adults, with an emphasis on volunteer transportation. While the organization has closed its doors as of the end of September 2013, arrangements have been made so its contributions to volunteer transportation will be available through support from other organizations. The Foundation’s Turn Key Kit for a volunteer driver program and other resources on volunteer transportation that have been provided through the organization’s website will now be available through a new website—http://beverlyfoundationlegacy.org/—which will be maintained by Ride Connection in Portland, Oregon. The Turn Key Kit has information on planning, implementing, and evaluating a volunteer driver program, and offers the following start up advice for those considering such a program: Transportation Inventory/Needs Analysis: Gather information about transportation options, needs, and challenges in your community. Conduct surveys and community meetings, and engage potential partner agencies, with a focus on how a volunteer driver program would �it within the community. Program Design/Logistics: Determine an appropriate service model, including details like vehicle type and ownership, service boundaries, trip purpose, and rider eligibility. Develop driver and rider applications, policies, and guidelines. If applicable, develop a driver recruitment/screening process, and a driver training plan. Be aware that many programs struggle to recruit and retain volunteer drivers. Financials: Prepare a business plan and budget. Identify funding sources (sponsors, grants, etc.). Estimate staf�ing requirements. As an example, TRIP of Riverside County, California had a budget of about $500,000 in 2009, providing 100,000 rides by 700 volunteer drivers (http://www.triptrans.org/budgets.htm). Insurance: Complete a risk analysis and develop a risk management strategy. Identify insurance options and purchase appropriate levels of insurance. Levels vary based on program design—whether the program recruits volunteers, schedules rides, pays drivers, or owns vehicles. As an example, TRIP of Riverside County coverage includes commercial general liability, $1M each occurrence; $1M personal injury; $2M Aggregate; plus $1M hired auto and non-owned auto. http://www.triptrans.org/risk.htm

Chapter 7 Services: “We’re On the Road Now!” Community Tools to Improve Transportation Options for Veterans, Military Service Members, and Their Families Page 7-17 7.2 Steps to Consider for a Volunteer Driver Program, Developed by the Beverly Foundaon (connued) Ongoing Considerations: Track services provided and develop an evaluation process. Establish a feedback mechanism for volunteers and riders. Market the program to potential riders, funders, and other transportation/human service agencies. Provide incentives and recognition to encourage driver retention. If applicable, maintain vehicles. The Beverly Foundation also details risk management strategies. In addition to insurance, volunteer driver programs can limit their exposure by considering the following steps: Driver Screening: application, criminal background/DMV check, drug test, insurance veri‚ication. Driver Training: defensive driving, ‚irst aid, CPR, injury avoidance. Driver Evaluation: rider and self. Waiver/Indemniication Forms: useful for trips involving above average risk (due to rider health, distance, etc.).

Chapter 7 Services: “We’re On the Road Now!” Page 7-18 Community Tools to Improve Transportation Options for Veterans, Military Service Members, and Their Families 7.3 TRIP (Travel Reimbursement and Information Program) Volunteer Driver Model TRIP was created by the Independent Living Partnership in Riverside, California in 1993. The model is a self-directed mileage reimbursement transportation service for special trip needs or speci�ically de�ined populations. TRIP is easy to start and easy to operate and has been adopted in various communities across the country. Information about the model including manuals and videos are available at www.ilpconnect.org. TRIP is a low cost, low maintenance program; an estimated �irst year budget for a newly-organized TRIP program is less than $75,000. Its operations require limited staff and infrastructure because it does not involve recruiting volunteer drivers, screening them, or training them. Instead, TRIP helps riders recruit their own drivers from among friends and neighbors. This approach to risk management transfers volunteer driver risk away from the sponsoring organization. An assumption of the TRIP approach is that people already have some knowledge of the character and behavior of their friends and neighbors and that they will make rational choices about who to ask to be their volunteer drivers. TRIP remains outside of rider and volunteer transactions, dealing only with riders who have recruited personal volunteer drivers. TRIP service characteristics include: Passengers are enabled to choose and recruit their own volunteer drivers from friends and neighbors they know and trust. Volunteer drivers receive mileage reimbursement payments through the passenger. Rides are scheduled by passengers and volunteer drivers, as mutually convenient. Transportation is provided in the personal volunteer driver’s vehicle. 24/7 transportation is available, as agreed upon between passengers and volunteer drivers. Travel can be provided to other cities or even outside the passenger’s county, if needed. Rides are free to passengers. A recent AARP bulletin highlights ILP’s TRIP model as a successful way of using volunteerswithout having to maintain a volunteer pool: http://www.aarp.org/home-garden/transportation/info-12-2011/ways-for-aging-population-to-get-around.2.html

Chapter 7 Services: “We’re On the Road Now!” Community Tools to Improve Transportation Options for Veterans, Military Service Members, and Their Families Page 7-19 7.4 Independent Transportation Network®—ITNAmerica Volunteer Driver Model The Independent Transportation Network’s ITNAmerica is a membership-based non-pro�it that provides rides with a roughly even combination of paid staff and volunteer drivers [http://itnamerica.org/]. Membership fees and ride fares help the organization provide reliable, 24/7 service. Founded in 1990 in Portland, Maine, ITNAmerica began franchising in 2005 and now has af�iliates and “pre-affiliates” across the country. ITNAmerica only serves seniors (60+) and those with visual impairments in communities of 180,000 or more; however, it is currently developing ITNEverywhere geared towards all age groups in small and rural communities. As of December 2012, ITNAmerica had delivered a total of 500,000 rides. ITNAmerica includes innovative features that are applicable to many communities pursuing volunteer driver-based transportation solutions. Seniors may trade in their vehicle for ride credits. Volunteers may earn ride credits for driving, which they can use in the future or donate to a fund for lower income riders. In addition, businesses and healthcare providers in the community are encouraged to contribute to the cost of each ride taken to their locations (through the Ride & Shop™ and HealthyMiles™ programs). ITNAmerica offers live webinars geared toward organizations and individuals interested in learning about the model and the steps to af�iliation. With topics like “How to Start the ITN in Your Community,” the webinars feature ITNAmerica national staff and the leaders of several ITN af�iliates [http://itnamerica.org/whats-happening/webinars]. ITNAmerica also maintains an interactive website tool for policy makers and the public [http://publicpolicy.itnamerica.org/]. The 50 State Policy Database inventories policies throughout the country that remove barriers and create incentives for the use of private resources. For example, the Database allows for a search of laws in all states that remove barriers for volunteer drivers, or that create incentives for ridesharing.

Chapter 7 Services: “We’re On the Road Now!” Page 7-20 Community Tools to Improve Transportation Options for Veterans, Military Service Members, and Their Families Chapter 7: Additional Resources Community Transportation Association of America, Volunteer Driver Transportation Programs, http://web1.ctaa.org/webmodules/webarticles/anmviewer.asp?a=776. Employment Transportation Resources, Transportation Voucher Programs: Facilitating Mobility in Rural Areas, Joblinks, prepared by Cathy Haarstad, North Dakota Center for Persons with Disabilities, Minot State University on behalf of the Community Transportation Association of America, updated January 2008, http://web1.ctaa.org/webmodules/webarticles/article�iles/Rural_Voucher_Programs.pdf. How To Start a TRIP Service in Your Community Manual, TRIPtrans, available for $175 + tax & shipping, http://triptrans.org/store.htm. Joblinks Employment Transportation (an initiative of CTAA), Chart of Car Ownership Programs to Serve Low-Income Earners, January 2012, http://web1.ctaa.org/webmodules/webarticles/article�iles/CarOwnership_Listing.pdf. Meeting Transportation Needs in an Aging-Friendly Community, S. Rosenbloom, Journal of the American Society on Aging, Summer 2009, Vol. 33, Number 2. National Center for Senior Transportation, Information Brief on Volunteer Transportation, http://seniortransportation.easterseals.com/site/DocServer/NCST_Volunteer_Transportation_Inf o_Brief.pdf/353311123?docID=167214&verID=1 NCHRP Report 690: A Guidebook for Successful Communication, Cooperation, and Coordination Strategies Between Transportation Agencies and Tribal Communities, by ATR Institute, G. Migliaccio, G. Knoebel, R. Martinez, D. Albert, and J. Hurd, Transportation Research Board of the National Academies, Washington, D.C., 2011. Nonpro�it Risk Management Center, Risk on the Road: Managing Volunteer Driver Exposures, Risk Management Essentials, May/June 2008, http://www.nonpro�itrisk.org/library/articles/auto050608.shtml. Resources for Developing a Volunteer Driver Program, Massachusetts Executive Of�ice of Health and Human Services, Human Service Transportation Of�ice, http://www.mass.gov/eohhs/provider/guidelines-resources/services-planning/hst/mobility-manage/recommended-practices/resources-for-developing-a-volunteer-driver-program-.html. Risk and Risk Management Strategies: Important Considerations for Volunteer Driver Programs and Volunteer Drivers, prepared by the Beverly Foundation and the Partnership to Preserve Independent Living, June 2006, available from http://beverlyfoundationlegacy.org/volunteer-driver-programs/ under Technical Materials and labeled “Risk Management in Volunteer Driver Programs (2006)”

Chapter 7 Services: “We’re On the Road Now!” Community Tools to Improve Transportation Options for Veterans, Military Service Members, and Their Families Page 7-21 Shifting into Gear: A Comprehensive Guide to Creating a Car Ownership Program (2003, Annie E. Casey Foundation; National Economic Development Law Center) http://www.aecf.org/KnowledgeCenter/Publications.aspx?pubguid={3C9FBD9E-725C-4D55-B8E5-147BDD6A9F7B. Toolkit for Operating a Rural Transportation Voucher Program, Association of Programs for Rural Independent Living (APRIL), hard copy available for $20, http://www.april-rural.org/index.php?option=com_content&view=article&id=51&Itemid=59. Volunteer Drivers Guide—A Guide to Best Practices, Washington State Department of Transportation, http://www.wsdot.wa.gov/Transit/Training/vdg/.