ADA Paratransit: Driver Satisfaction

A quality workforce in almost any field requires experience and incorporation of employee opinions about how to do the job well. TCRP Report 142: Vehicle Operator Recruitment, Retention, and Performance in ADA Complementary Paratransit Operations lists pay, workable schedules, the support of dispatchers and management, and installed GPS systems as high on the list of what paratransit drivers are looking for.

In many ways, the report simply lays out common sense management practices that keep keep employees happy, with specific examples and suggestions for the particular field of paratransit services.

A common theme in systems that were identified to have stable workforces was that there was a good overall work environment. Vehicle operators from these systems reported that the organization was like a “family” and that they enjoyed the people they worked with. They indicated that the organization had a real interest in its employees and looked out for their interest.

Happy Birthday

Such recognition as celebrating employee birthdays, having comfortable and attractive facilities for drivers, and bonuses for good performance were cited as important to drivers. However, the low pay was recognized as a key factor in high turnover, which "for private paratransit contractors average 30% per year and range as high as 80% per year."

The report notes that low wages can result in higher costs due to the reduced productivity that results from high turnover. The report has a good discussion of the benefits of better driver pay. A detailed study appears about halfway through the report that measures the productivity benefits of driver experience in two systems.

The report also discusses the gap between pay for fixed-route drivers and their paratransit counterparts. "Wages for ADA paratransit vehicle operators were found to be lower than for fixed-route operators. Fringe benefits for ADA paratransit operators were also found to be minimal, especially for services operated by private contractors."