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									  Will County Coordinated                   January 26, 2010


  Paratransit Study



Coordination and Mobility Management Strategies
           Your Tour Guides
• Will Rodman, Nelson\Nygaard
• Rich Garrity, RLS & Associates




May 2009
                                   1
             Today’s Agenda
•   Revisiting Some Definitions
•   The Good News and the Bad News
•   Phased Strategies
•   Recommendations
•   Discussion and Consensus Building
•   Next Steps


May 2009
                                        2
           Revisiting Some Definitions

• Community Transportation
• Coordination
• Mobility Management




May 2009
                                         3
           Community Transportation
    Any public transportation service or
    human service agency transportation
    service or program, whether it be
    provided by a public or private entity,
    that focuses on transportation for:
     – Seniors
     – Persons with disabilities
     – Persons with low income
May 2009
                                              4
           CT Services in Will County
    ADA Paratransit and Dial-A-Ride Services   Srs   PwD   PwLI   GP
            Pace's ADA Paratransit                    •
                Central Will DAR                •     •
            DuPage Township DAR                 •     •
           Frankfort Township DAR               •     •     •     •
      Lockport Township Senior Shuttle          •
          New Lenox Township DAR                •     •     •     •
                Park Forest DAR                 •     •     •     •
      Plainfield Township Senior Shuttle        •
        Southland Senior Services DAR           •     •
              Southwest Will DAR                •     •     •     •
              University Park DAR               •     •
          Washington Township DAR               •     •     •     •

May 2009
                                                             5
   CT Services in Will County (cont’d)
            Medical Transportation Services             Srs   PwD   PwLI   GP
Illinois Department of Healthcare and Family Services                 •
    Medicaid Non-Emergency Medical Transportation                     •
          Provena Saint Joseph Medical Center                         •
                 Silver Cross Hospital                                •
    Veterans Assistance Commission of Will County                          Vets

Services for Persons with Developmental Disabilities    Srs   PwD   PwLI   GP
                Cornerstone Services                           •
             Individual Advocacy Group                         •
                SouthSTAR Services                             •
                   Trinity Services                            •



 May 2009
                                                                       6
  CT Services in Will County (cont’d)
          Other Human Service Agencies          Srs   PwD   PwLi     GP
        Catholic Charities, Diocese of Joliet    •            •
      Guardian Angel Community Services                       •
        Helping Hand Rehabilitation Center             •
     Illinois Department of Human Services                   •
    South Suburban Recreation Association              •
       United Cerebral Palsy of Will County            •
   Workforce Investment Board of Will County                 •




May 2009
                                                                 7
              Coordination
       of Community Transportation
    Ways in which organizations can work
    together to share information and
    resources in providing transportation to
    those populations which rely on
    community transportation services.



May 2009
                                         8
           Lots of Ways to Coordinate!
•   Providing information and referrals           Simple
•   Sharing policies and practices
•   Sharing staff and volunteer resources


                                                   ↕
•   Sharing vehicles, software
•   Allowing a common contractor
        to co-mingle trips
•   Informally swapping trips
•   Purchasing service from another
•   Consolidating functions (e.g. reservations)   Complex
•   Consolidating programs or operations
        into one coordinated system
May 2009
                                                    9
           Coordination Truisms
•   Coordination is a process
•   Coordination is voluntary
•   Coordination requires trust
•   Coordination needs a champion

    In Will County, who is that champion
    going to be?
May 2009
                                           10
           Mobility Management
For the Customer: A program
that focuses on improving the
mobility of customers that
rely on community
transportation services by
coordinating information and
services.


May 2009
                                 11
            Mobility Management
For the Provider: A program that helps
providers to increase efficiency by coordinating
support services and the services themselves.




 May 2009
                                         12
           Mobility Management
The Goal:
     To improve mobility!




May 2009
                                 13
    Two More Coordination Truisms
• Coordination will not work if you don’t
  want it to
• Coordination will work if you want it to




May 2009
                                        14
             Problem in a Nutshell
The mobility of persons who rely on community
  transportation services is constrained. Why?
  – They don’t know about available services
  – Services don’t go to where they need to go
  – Services aren’t available when they need to go
  – Available services have limited eligibility, destinations and/or
    allowable purposes
  – Commercially-available transportation is unaffordable
  – Providers don’t have the funds to expand
  – Lot of providers but no economies of scale
  May 2009
                                                          15
               The Good News
• Some organizations have tried to coordinate
   – To improve cost efficiency
   – To improve service quality
   – To provide more and/or better service, and hence
     more mobility for clients and constituents
• There’s more coordination than most realize



May 2009
                                                 16
             Existing Coordination
• Several townships and municipalities work with
  Pace to co-sponsor Dial-A-Ride services
• Pace, Northeastern Illinois AAA, and municipalities
  co-sponsor Southland Senior Services (SSS)
  operation
• Southland Senior Services (and Rich Township) are
  Medicaid NEMT providers
• Trinity Services leases vehicles through Pace’s
  Advantage Program
  May 2009
                                               17
         Existing Coordination (cont’d)
• Some agencies are sharing information about client
  services and grant opportunities; provide referrals.
• DAR services in Western Will County are
  consolidated




  May 2009
                                              18
           Use of Existing Providers
• Several Eastern Will Co. townships and
  municipalities, Medicaid, and United Cerebral
  Palsy utilize Southland Senior Services DAR
• Villages of Park Forest and University Park and
  Medicaid utilize Rich Township DAR
• Frankfort Township DAR and Southland Senior
  Services DAR coordinate with Rich Twp DAR
• Several public and private agencies utilize
  Telecab
May 2009
                                            19
              The Bad News
• The extent of coordination in both
  Western Will and Eastern Will is not able
  to fully address unmet needs
• We still are thinking in silos
• There’s still turfism
• For some, the glass is still half empty

    “We can’t do this because….”
May 2009
                                       20
    But….I think the glass is half-full
• There are many more opportunities to
  coordinate
• The momentum is there to start talking
  with each other and…together…solving
  these unmet needs
• If we do this right, we will be able to
  make a difference
          “We can do this…….”
May 2009
                                       21
           Quote of the Day

“Let us move forward together.”

                 Winston Churchill




May 2009
                                     22
     Here’s How: Phasing of Strategies
• Phase 1: County takes on Mobility Manager role; and
  spearheads formation of Paratransit Coordinating Council

• Phase 2: County implements voucher and/or subsidy
  programs and volunteers services program and facilitates
  resource sharing, joint procurement

• Phase 3: Call center functions consolidated:
   – Countywide
   – East/West dual system
   – Possible transfer of Mobility Manager role to Pace contractor
   May 2009
                                                            23
           Phase 1: Jan-Jun 2010
• Spearheads formation of Will County Paratransit
  Coordinating Council (PCC)
• County takes on Mobility Manager role; assigns
  functions to current staff; hires staff, or utilizes a
  contractor to
• For Customers: County disseminates centralized
  directory of information; staffs help line for one-stop
  access to information and provides referrals
• For Providers: County facilitates sharing of policies
  and procedures among service providers
May 2009
                                                24
           Role of the Will County PCC
• Provide a forum for stakeholders to solve
  common problems
• Establish a mobility management program for
  Will County
• Foster, organize and guide coordination efforts
• Provide feedback to state agencies involved in
  community transportation
• Seek coordination grants for the county

May 2009
                                            25
           Role of the Mobility Manager
• Help seek funding for, plan, implement, and
  possibly manage coordination efforts; prepare
  action plan
• Serve as staff for the PCC
• Serve as communication lead for the PCC
• Track and evaluate results




May 2009
                                          26
           Phase 2: Jul-Dec 2010
• County’s Mobility Manager implements:
• For Customers: flexible travel voucher
  program and/or taxi subsidy program,
  combined with possible County contribution
  and possible introduction of accessible
  taxicabs
• For Providers: resource sharing / joint
  procurement of support needs; centralized
  volunteer driver/escort/bus buddy program
May 2009
                                         27
           Travel Voucher Program
• Prospective sponsors might include Will
  County, townships, municipalities, agencies
• Sponsors decide who is eligible and “ground
  rules” for distribution of vouchers
• Vouchers made available to persons eligible
  for subsidy
• May be used on any service: Pace, taxis, Uncle
  Joe; “DIL” Transit

May 2009
                                           28
             Taxi Subsidy Program
• Designed to augment DAR, ADA, agency services
• Open sponsorship
• Sponsor control over funding levels/trips provided
• Customer base fare (trip lengths limited)
• Customer pays over program trip length limit
• All requests for service placed to call center (or taxi
  company if only one is participating)
• Introduction of accessible taxis to enhance usability
  goes hand in hand with program
• County may be interested in matching sponsorship
                                                    29
  Coordination of Support Services
• Strategy aims to increase efficiency in execution of
  common paratransit functions
• Driver training/safety related training
• Common service policies and procedures
• Common personnel policies and procedures (for
  transportation related positions)
• Shared resources (training)
• Joint procurements of selected commodities/services
  (fuel, insurance, maintenance)

                                               30
                  Phase 3: 2011
• Possible transfer of Mobility Manager role to
  Pace contractor(s)
• For Customers:
     – Graduation of I&R services to trip planning
     – One-stop access for requesting trips
• For Providers:
     – Consolidation of call center functions through Pace
       contractor(s); one county system v. East/West system
     – Voluntary participation as a sponsor and/or service
       provider
May 2009
                                                     31
Organizational Alternatives for Coordinated
     Paratransit in Will County (2011)
                                                      Structural Option 1:                                                                                                     Structural Option 2:
                                                         Dual System                                                                                                          Centralized Functions
          Structure




                              Western Will County                            Eastern Will County                                                                                     Will County
                                                                                                                                     OR


                             Pace – Contractor (First Transit)         Option 1: Status Quo
                                                                                                               Consolidation of Call Center/Operations             Option 1: Establish Countywide Call Center

                                                                       Option 2: Coordinate Under SSS          SSS Call Center/Multiple Operators                  Option 2: Opt to Participate in a Regional Call Center

                                                                                                               SSS Contracted Call Center/Multiple Operators

                                                                                                               Consolidation of Call Center/Operations
                                                                       Option 3: Coordinate Under Rich Twp.
                                                                                                               Rich Twp. Call Center/Multiple Operators

                                                                       Option 4: Status Quo w/Trip Sharing


                                                                       Option 5: Status Quo w/Centralized
                                                                       Management of Supplemental Services
    Supplemental




                      · All current ADA/DAR services               · Services will vary by Option                                                              · Consolidated Call Center – All Will County
      Services




                      · Information/referral*                      · Information/referral*                                                                     · Information/referral*
                      · Taxi subsidy program management*           · Taxi subsidy program management*                                                          · Taxi subsidy program management*
                      · Volunteer program management*              · Volunteer program management*                                                             · Volunteer program management*




                      · Driver training/safety training            ·   Driver training/safety raining                                                          ·   Driver training/safety raining
    Supportive
     Services




                      · Common service policies                    ·   Common service policies                                                                 ·   Common service policies
                      · Common personnel policies                  ·   Common personnel policies                                                               ·   Common personnel policies
                      · Joint procurements                         ·   Joint procurements                                                                      ·   Joint procurements




    * These strategies could be implemented by a consolidated Will County in 2010.


    Note: Information/referral service ultimately envisioned to expand to formal trip planning services at option of sponsors.




                                                                                                                                                                                                                            32
             Countywide System
• Pace contracts with one entity to manage a call
  center within the County
• Pace contracts with existing operators
• Townships and municipalities enter into sponsorship
  agreements with Pace
• Medicaid providers continue as such
• Agency operators continue to seek grants from
  philanthropic organizations (United Way)

  May 2009
                                              33
Organizational Structure for Countywide Consolidated Call
       Center Alternative/Decentralized Operation

                    Township
                    Sponsors

                                                                                        Pace

                    Municipal
                    Sponsors
                                                                               Will County Consolidated
                                                                                                                                             Mobility Management
                                                                                Call Center Contractor




                                                                                                                       Information/                                          Volunteer Driver/
                                                                                                                                                  Taxi Subsidy
                                                                                                                         Referral                                            Escort Program



                                                                                                                                    Common Service        Driver Training/Safety/
                                                                                                                                   Policies/Procedures       Related Training


                  Philanthropic
                  Organizations
                                                                                                                                   Common Personnel       Joint Procurement of
                                                                                                                                   Policies & Procedure   Commodities/Services




                                                             Eastern Will DAR                                                            Western Will DAR
                                                           Operations Contractors                                                      Operations Contractor*




                Southland Senior                                        Washington Twp./
                                                     Frankfort Twp.                               Rich Twp.                          ADA                      DAR
                    Services                                            Village of Beecher

                                                                                                                                                          Central Will DAR
                    Village of University Park DAR                                                Village of Park Forest DAR
                                                                                                                                                          Southwest Will DAR
                                                                                                  Village of University Park DAR




           *May or may not be the same contractor as selected to run call center.




                                                                                                                                                                                                 34
       Dual System Alternative

• Western Will County based on existing Pace
  Western Will ADA/DAR – already well
  coordinated
• Eastern Will County not as well defined;
  several possible scenarios built around:
      - Southland Senior Services
    - Rich Township


                                       35
Structural Elements – Dual System
• Western Will County model
  - Builds upon existing infrastructure found in
    the Western Will ADA/DAR Pace contract
  - Builds new coordination functions/services
    into contractor scope of responsibilities
    beginning in 2011




                                            36
 Organizational Structure for Western Will
County Under the “Dual System” Alternative
      Township Sponsors

                                                              Pace

      Municipal Sponsors


                                                      Pace Contractor
                                                    (Western Will County)




                       Call Center         Operations                      Maintenance                        Mobility Management




                                                                               Central Will DAR

                                     ADA                  DAR                  Southwest Will DAR

                                                                               DuPage Township DAR




                                                                                      Information/                                       Volunteer Driver/
                                              Optional Supplemental Services                                       Taxi Subsidy
                                                                                        Referral                                         Escort Program




                                                                                                     Common Service        Driver Training/Safety/
                                                                                                    Policies/Procedures       Related Training

                                                                      Supportive Services


                                                                                                    Common Personnel       Joint Procurement of
                                                                                                    Policies & Procedure   Commodities/Services




                                                                                                                                                       37
Structural Elements – Dual System
• Eastern Will County model scenarios
  1. Status quo - do nothing
  2. Southland Senior Services (SSS) becomes
     lead agency
  3. Rich Township becomes lead agency
  4. Status quo with formal trip-sharing
     arrangements
  5. Status quo with centralized management of
     new, supplemental services

                                        38
    Dual System: Southland as Lead
• Three alternative scenarios with Southland Senior
  Services:
  1. Managing a centralized call center and operating a
     consolidated fleet; other entities in Eastern Will would
     contract for service
  2. Managing a centralized call center; SSS would continue
     to operate its fleet, and would contract with other
     operators throughout Eastern Will
  3. Serving as the Lead Agency, SSS would contract with
     Rich Township to manage centralized call center; and
     contract with other operators throughout Eastern Will
                                                     39
Organizational Structure for Eastern Will County Under the
   “Dual System” Alternative/Consolidation Scenario –
                Southland Senior Services
         Township/
         Municipal
         Sponsors
                                                         Pace

        Philanthropic
        Organizations


                                            Southland Senior Services




                        Call Center   Operations                      Maintenance                 Mobility Management




                                                         DAR




                                                                               Information/                                  Volunteer Driver/
                                         Optional Supplemental Services                                Taxi Subsidy
                                                                                 Referral                                    Escort Program




                                                                                         Common Service        Driver Training/Safety/
                                                                                        Policies/Procedures       Related Training

                                                                 Supportive Services


                                                                                        Common Personnel       Joint Procurement of
                                                                                        Policies & Procedure   Commodities/Services




                                                                                                                                                 40
  Organizational Structure for Eastern Will County Under the “Dual
System” Alternative/Centralized Call Center/Decentralized Operations
                Scenario – Southland Senior Services
           Township/
           Municipal
           Sponsors
                                                                                             Pace

         Philanthropic
         Organizations


                                                                                 Southland Senior Services




                                              Call Center                                                                        Mobility Management




                                                                                                           Information/                                     Volunteer Driver/
                                                                                                                                      Taxi Subsidy
                                                                                                             Referral                                       Escort Program



                                             Operations -
                                             Contractors
                                                                                                                        Common Service        Driver Training/Safety/
                                                                                                                       Policies/Procedures       Related Training




                          Southland Senior                  Washington Twp./                                           Common Personnel       Joint Procurement of
         Frankfort Twp.                                                              Rich Twp.                         Policies & Procedure   Commodities/Services
                              Services                      Village of Beecher


                           Village of University Park DAR                             Village of Park Forest DAR

                                                                                      Village of University Park DAR




                                                                                                                                                                                41
Organizational Structure for Eastern Will County Under the “Dual
 System” Alternative/Contracted Call Center and Decentralized
        Operations Scenario – Southland Senior Center
          Township/
          Municipal
          Sponsors
                                                                                            Pace

        Philanthropic
        Organizations


                                                                                Southland Senior Services




                                    Contracted Call Center
                                                                                                                                Mobility Management
                                      (Rich Township)




                                                                                                          Information/                                     Volunteer Driver/
                                                                                                                                     Taxi Subsidy
                                                                                                            Referral                                       Escort Program



                                            Operations -
                                            Contractors
                                                                                                                       Common Service        Driver Training/Safety/
                                                                                                                      Policies/Procedures       Related Training




                         Southland Senior                  Washington Twp./                                           Common Personnel       Joint Procurement of
        Frankfort Twp.                                                              Rich Twp.                         Policies & Procedure   Commodities/Services
                             Services                      Village of Beecher


                          Village of University Park DAR                             Village of Park Forest DAR

                                                                                     Village of University Park DAR




                                                                                                                                                                               42
    Dual System: Rich Twp as Lead
• Two alternative scenarios with Rich Township:
  1.Managing a centralized call center and
    operating a consolidated fleet; other entities in
    Eastern Will would contract with Rich Twp for
    service
  2.Managing a centralized call center and
    continuing to operates its fleet; Rich Twp would
    contract with other operators throughout
    Eastern Will

                                              43
Organizational Structure for Eastern Will County under the “Dual
 System” Alternative/Consolidation Scenario – Rich Township

         Township/
         Municipal                                    Pace
         Sponsors




                                                Rich Township




                     Call Center   Operations                      Maintenance                 Mobility Management




                                                      DAR




                                                                            Information/                                  Volunteer Driver/
                                      Optional Supplemental Services                                Taxi Subsidy
                                                                              Referral                                    Escort Program




                                                                                      Common Service        Driver Training/Safety/
                                                                                     Policies/Procedures       Related Training

                                                              Supportive Services


                                                                                     Common Personnel       Joint Procurement of
                                                                                     Policies & Procedure   Commodities/Services




                                                                                                                                              44
   Organizational Structure for Eastern Will County Under the “Dual
System” Alternative/Centralized Call Center/Decentralized Operation –
                            Rich Township
           Township/
           Municipal                                                                      Pace
           Sponsors



                                                                                    Rich Township




                                                        Call Center                                                              Mobility Management




         Philanthropic                                                                                  Information/                                        Volunteer Driver/
                                                                                                                                      Taxi Subsidy
         Organizations                                                                                    Referral                                          Escort Program



                                                        Operations
                                                        Contractors
                                                                                                                        Common Service        Driver Training/Safety/
                                                                                                                       Policies/Procedures       Related Training




        Southland Senior                                       Washington Twp./                                        Common Personnel       Joint Procurement of
                                            Frankfort Twp.                            Rich Twp.                        Policies & Procedure   Commodities/Services
            Services                                           Village of Beecher


           Village of University Park DAR                                             Village of Park Forest DAR

                                                                                      Village of University Park DAR




                                                                                                                                                                           45
    Phase 1 Recommendations

• Stakeholders form Will County Paratransit
  Coordinating Council
• County initiates limited mobility
  management functions (with possible Pace
  assumption in 2011)
• County assumes responsibility for Directory
  publication/distribution/update

                                      46
     Phase 2 Recommendations
Mobility Manager plans and implements
• Flex voucher program and/or taxi subsidy program
  with municipal/township/agency sponsors
  - County co-sponsorship?
  - Accessible taxis?
• Centralized volunteer driver / escort /bus buddy
  program
• Facilitates resources sharing and joint
  procurements

                                            47
     Phase 3 Recommendations
Pace and Mobility Manager plan/implement
 combined countywide call center, with
  • Consolidated operations in Western Will
  • Decentralized operations in Eastern Will
  • Contractors could potentially bid to operate
    centralized call center
  • Voluntary participation of sponsoring
    townships/municipalities and agencies
  • Mobility Management functions transferred to
    Pace contractor
                                          48
       Committee Discussion

• Questions and answers
• Discussion
• Do we have a consensus?




                              49
                  Next Steps
• Task 1 Kick-off Meeting and Work Plan Refinement
• Task 2 Data Collection and Service Gap Analysis
• Task 3 Develop Alternatives and Recommendations
• Task 4 Develop Implementation Strategies
• Task 5 Public Meeting #1
• Task 6 Formulate Business Plan
• Task 7 Prepare Final Draft Plan
                                             50
  Will County Coordinated                   January 26, 2010


  Paratransit Study



Coordination and Mobility Management Strategies

								
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