wa state transportation brokerage services – model for mobility management christie scheffer,...
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WA State Transportation Brokerage Services –
Model for Mobility Management
Christie Scheffer, EVP/COO
Paratransit Services
PARATRANSIT SERVICES
Private, Non-profit since 1980 – specializes in transportation call centers, Medicaid brokerages, and public transit operations in California, Washington and Oregon.
Piloting Broker in WA State – Currently provide brokerage services for 9 counties, brokering over 1 million trips per year.
What Is A Transportation Broker
A firm that specializes in:
– arranging and monitoring transportation services for individuals with special needs while ensuring funders regulatory requirements are being met.
The WA State Brokerage System The system was established in 1988 by DSHS to Broker
Non-Emergency Medical Transportation
The Brokerage System is a state-wide system with 6 Brokerages providing services to 13 regions.
In 2002, DSHS added Interpreter Services
Subcontracts with an established network of providers.
Provides Rural and Urban transportation.
WA State - Persons/Sq. Mile
Medical Assistance Administration Transportation Brokers
Garfield
Pend Oreille
Spokane
Walla Walla Asotin
Columbia
Stevens
Whitman
Ferry
Lincoln
Franklin
Adams
Douglas
Grant
Benton
Yakima
Klickitat
Chelan
WhatcomOkanogan
Skagit
King
Kittitas
Snohomish
Lewis
Pierce
Skamania
Clallam
Clark
Cowlitz
Thurston
Mason
Pacific
Jefferson
Grays Harbor
Island
San Juan
Wahkiakum
Kitsap
Note: Mason County is divided, with the Northern half in Region 5 and the Southern half in Region 6.
Region 3A
Region 6ARegion 1A
Region 1D
Region 1B
Region 1D
Region 1C
Region 2
Region 3B
Region 4
Region 6C
Region 5
Region 6B
As of January 1, 2011
NEMT Pyramid
4 Full-Time DSHS/MAA Managers
Average “Internal” Cost: Less Than $0.25/Trip
6 Independent Brokers Serve 13 Regions Statewide
Average “Administrative” Contract Cost: About $3.05/Trip
165+ Subcontractors & 26 Transit Agencies Provide Trips Using 6,000 Vehicles
Average “Service” Contract Cost: About $17.01/Trip
Clients currently receiving 2.9 Million Trips/Year: That’s About 11,155 Trips/Day – EVERY DAY!
Total Contract Cost: About $20/Trip
What Does A Transportation Broker Provide
Ensures adequate resources are available Matches client need with lowest cost, most
appropriate resource Ensures cost efficiency Ensures system safety Ensures Regulatory Compliance (local,
state, federal, etc.)
Call/Contact Center: Eligibility screening, Reservations, Scheduling and Dispatch
Contract Administration
Quality Assurance
Billing and Auditing
Driver Training and Drug & Alcohol Consortium services
Brokerage services include:
Matches client need with available resources
Available resources include but not limited to:– Bus passes– Mileage Reimbursement and Fuel Cards– Sedans and Vans– Wheelchair Accessible Vehicles– Volunteer Networks– Lodging and Meals; Commercial bus, air, train
Ensures Cost Efficiency
Finds lowest cost most appropriate mode of service
Share rides to eliminate duplication of services
Creates competition between transportation companies to ensure best cost solutions
Fraud prevention protocols
Ensures System Safety
Operator and Pre-Employment Standards Training Standards Vehicle Standards Service Standards Reporting Standards Insurance Requirements Rider Standards
Technological support Online Trip Request, trip check and cancel
IVR system – calls with next day trip reminder
Online Transportation Provider Net – – Receive trip information online– Perform Billing online
Online request for Interpreter Services and other programs
Scheduling Software and phone system
Once the Brokerage is established, other services can now be added!
Interpreter Services
McKinney Vento Transportation
Beyond the Borders
Other types of Coordination
Interpreter Services Established in 2002
Medical Providers contact Brokerage for IS
Broker contracts with IS Agencies
Projected to save $8 million in first 2 years. Real savings- $8 million in first 6 months
Currently saving $1 mil. per mo
McKinney Vento Transportation The No Child Left Behind Act – unfunded mandate
Project Partners: Paratransit Services, one other WA State Brokerage, six school districts and PSESD.
The School Districts contact the Brokerage for their county, and refer students for transportation. Created significant administrative efficiencies.
Beyond the Borders Project Partners: Pierce Transit, Paratransit Services,
and Pierce County Community Services.
Funds: Special Needs, JARC and Community Development Block grant funds
Connect people who live outside of the transit boundary to essential services by bringing them into the transit service area, using Broker Transportation Providers to transport to the nearest Park & Ride.
Other Types of Coordination
Tribal connections – 2 examples– Feeder route– Tribal Transportation Providers
Major Urban Medical Center – onsite Mobility Management Kiosk
Volunteer center
Sponsor-A-Ride (donation system)
Veterans Project (allow Veterans to piggy-back existing DSHS trips) (goal is to turn this into a rural shuttle)
Caregiver Transport
Meal Site
Rural Medical Shuttle – Partners: DOT grant, Medicaid, Medical Partner and transit funding (gen. public may ride/min.$)
Gorge Translink- 5 counties/2 states – coordinates transport along 200 mile corridor in OR and WA
Brokerage Model Benefits
Provides infrastructure to coordinate a variety of services
Ensures adequate resources are available (transportation providers or Interpreters)
Matches client need with available resources
Ensures cost efficiency
Ensures system safety
Ensures Regulatory Compliance (local, state, federal, etc.)
Continues to expand capacity for mobility management and coordination by leveraging resources of various funders.
Benefits to the Users
