Vehicle Operator Recruitment, Retention, and Performance in ADA Complementary Paratransit Operations (2010) / Chapter Skim
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This study found that only 29% of private companies providing ADA paratransit services under contract to public entities consistently operate with a full complement of vehicle operators. Fifty-five percent experience periodic workforce shortages, and 16% reported constant workforce shortages.
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Cost savings related to productivity also would be directly realized by public entities that operate ADA paratransit services in-house and should impact their decisions to create a more stable workforce. In privately contracted operations, though, where providers are paid per revenue-hour of service delivered, the savings due to productivity improvement might not affect their workforce decisions.
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The more promising efforts and approaches include the following: • Targeted recruitment that focuses on finding the right person for the job and training them to be vehicle operators rather than relying on applicants with driving experience who may not be good fits for the job; • Recruitment that defines the characteristics required to succeed as an ADA paratransit vehicle operator and then seeks to identify and attract these individuals to the job; • Careful pre-screening of applicants to ensure that they have the necessary skills and attitude to succeed in the job; • Realistic job previews that give applicants a better sense of the nature of the job; • Improved compensation to be able to attract qualified applicants and keep quality operators; • "Onboarding" and mentoring to provide support and guidance to new operators; • Referral and signing bonuses to assist in recruitment; • Bonuses to encourage and recognize good performance and supplement base levels of compensation; • Other efforts to recognize the contributions of vehicle operators; and • Greater dispatch, supervisor, and management support and a "team" approach to meeting the challenges of ADA paratransit service delivery. The research noted a number of public transit agencies that have developed integrated workforces and equalized pay for fixed-route and ADA paratransit operators.
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These include the following: • Clearly indicating the importance of vehicle operator recruitment and retention to prospective proposers and the transit agency's desire to be provided with a stable and experienced workforce; • Requirements in procurement documents for the provision of reasonable or living wages or for maintaining and building on the current levels of compensation; • Requirements for reasonable fringe benefits; • Preferences in the selection process to proposers who demonstrate compensation levels and other efforts that will achieve a stable, experienced workforce; • Specific penalties if contractors are unable to pull-out assigned runs due to operator shortages; and • Other service performance requirements, with associated incentives and penalties, that directly relate to the need for an adequate workforce. Finally, this report notes the need for further research.
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