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58 Employee Compensation Guidelines for Transit Providers in Rural and Small Urban Areas Maintain database or log of customer complaints/compliments that can readily identify trends that may require additional training or management consideration. Supply system information, including eligibility, service area, fares, and system use to all inter- ested parties. Attend various public events as a representative of the program to provide information and feedback on general concerns/items of discussion. Process consumer applications to determine eligibility according to client guidelines and maintain database of eligible passengers. Provide resource information as necessary for interested parties on the transportation system as a whole, and referrals to appropriate agencies for transportation assistance. Manage lost and found articles and attempt to locate appropriate owners of items left on board vehicles. Note: No wage data were collected on the survey for this category. Other Influences--Wages and Compensation Compensation and Retention The turnover rate at transit systems responding to the survey is not correlated with salaries or benefits, nor does the turnover rate appear to be related to unemployment. This may mean that transit systems are consistent with market rates (high or low). This can be seen in Table 3-2 which shows transit systems that believe their wage rates are "above market rates" have lower turnover (7.7%) than systems that think their wage rates are about or below market rates (11.5% and 11.6%, respectively). Table 3-2. Average turnover versus various factors. Total Employees 1-9 10-24 25-49 50-99 100+ Employees Employees Employees Employees Employees 7.1% 10.2% 12.6% 15.5% 12.1% Urban/Rural Urban Area No Urban Served Area Served 13.0% 9.1% Wage Rates Above Below Market About Market Market Rates Rates Rates 7.7% 11.5% 11.6% Benefit Levels Above Below Market About Market Market Level Level Level 11.2% 10.0% 13.7%