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TCRP Report 142: Vehicle Operator Recruitment, Retention, and Performance in ADA Complementary Paratransit Operations (2010)
Transit Cooperative Research Program (TCRP)

Citation Manager

Weiner, Richard, Koffman, David, Thatcher, Russell H, Procopio, Thomas, Ferris, Caroline, Davis, Mary, Morris, Clementine, Rodman, Will, Jacobson, Lisa, Golden, Marilyn, Transportation Research Board. "Training Completion Rates." TCRP Report 142: Vehicle Operator Recruitment, Retention, and Performance in ADA Complementary Paratransit Operations. Washington, DC: The National Academies Press, 2010.

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Front Matter (R1-R12)
Summary (1-4)
Study Issues, Goals, and Methodology (5-5)
Organization of the Report (6-7)
An Overview of Paratransit Vehicle Operator Issues (8-8)
FTA ADA Paratransit Compliance Reviews (9-9)
Demographic Factors Affecting Availability of Qualified Workers (10-10)
Impact of Management Characteristics and Practices (11-11)
Shortage of Vehicle Operators in Other Sectors: Fixed-Route Transit, School Bus, and Trucking (12-12)
Successful Approaches to Recruiting and Retaining Transit Vehicle Operators (13-13)
Workforce Planning: A Tool for Facilitating Vehicle Operator Availability (14-14)
Successful Approaches Cited in Other Transportation Sectors (15-17)
Attractiveness of the Operator Position (18-18)
How Providers Attract Applicants (19-19)
Factors Adversely Affecting Operator Satisfaction and Performance (20-20)
Implications of Findings (21-22)
Responses (23-23)
Workforce Status (24-24)
Pre-Qualification Requirements (25-25)
Training Completion Rates (26-26)
Annual Post-Training Turnover Rates (27-27)
Use of Split Shifts (28-29)
Pay Rates (30-30)
Impact of Wages on Turnover (31-31)
Union Representation and Impacts on Wages (32-32)
Types of Fringe Benefits Provided (33-33)
Level of Fringe Benefits Provided (34-34)
Relationship Between Paratransit and Fixed-Route Workforces (35-36)
Factors That Impact Vehicle Operator Recruitment (37-38)
Efforts Made to Improve Recruitment (39-40)
Factors That Impact Vehicle Operator Retention (41-41)
Efforts Made To Improve Retention (42-44)
Innovative Procurement Strategies (45-48)
Developing an Employee Profile and Pre-Qualifications (49-49)
Competitive Wages (50-50)
Recruitment Efforts (51-51)
Providing Effective Training and Tools (52-52)
Training (53-53)
Workable Schedules (54-54)
Management Support (55-55)
Underlying Causal Factors That Impact Vehicle Operator Recruitment and Retention (56-56)
Compensation, Turnover, Productivity, and Total Cost (57-57)
Compensation and Recruitment and Training Costs (58-58)
Purpose of the Analysis and Data Sources (59-59)
Regression Analysis (60-60)
Starting Wage, Provider Type, and Turnover (61-61)
Health Care Coverage, Provider Type, and Turnover (62-62)
Summary of Findings (63-64)
Methodology (65-65)
Productivity Results - DART, Dallas, TX (66-67)
Productivity Results - LYNX, Orlando, FL (68-68)
Methodology (69-69)
On-Time Performance Results - LYNX, Orlando, FL (70-70)
Complaint Rate Results - DART, Dallas, TX (71-71)
Summary of Findings (72-73)
Methodology (74-74)
Charlotte Area Transit System Special Transportation Service (75-76)
MV Transportation, Denver, CO (77-77)
Veolia Transportation, Baltimore, MD (78-78)
Observations (79-79)
The Other Costs of Turnover (80-80)
Characteristics of Successful ADA Paratransit Operators (81-82)
Effective Recruiting Approaches (83-86)
Comprehensive Pre-Employment Screening (87-87)
Realistic Job Previews (88-89)
Compensation (90-91)
Training in Advanced Technologies (92-92)
Providing a Supportive Work Environment (93-95)
Best Practice: Early and Ongoing Input and Involvement (96-96)
Best Practice: Mentoring (97-98)
Chapter 9 - Benefits and Issues Related to Workforce Integration and Wage Parity (99-99)
Costs and Benefits of Workforce Integration and Wage Parity (100-102)
Varieties of Integration (103-103)
Instituting Full Workforce Integration and Wage Parity: Chelan-Douglas Public Transit Benefit Area (Link Transit), Wenatchee, WA (104-104)
Integration of an Alternative to Paratransit: The City of Annapolis Department of Transportation (Annapolis Transit), Annapolis, MD (105-105)
The Dynamics of Recently Instituting Wage Parity: Utah Transit Authority (UTA), Salt Lake City, UT (106-107)
Approach and Methodology (108-108)
Lessons Learned (109-110)
Denver Regional Transportation District (RTD), Denver, CO (111-111)
Community Transit, Everett, WA (112-112)
Access Services, Inc. (ASI), Los Angeles, CA (113-114)
Madison Metro Transit, Madison, WI (115-115)
Orange County Transportation Authority (OCTA), Orange County, CA (116-116)
Palm Tran CONNECTION, Lake Worth, FL (117-117)
City of Phoenix Public Transit Department, Phoenix, AZ (118-118)
San Diego Metropolitan Transit System, San Diego, CA (119-119)
San Mateo County Transit District (SamTrans), San Mateo, CA (120-121)
King County Metro Transit (Metro), Seattle/King County, WA (122-123)
Chapter 11 - Future Research Needs (124-125)
References (126-127)
Bibliography (128-128)
Appendixes (129-129)
Abbreviations used without definitions in TRB publications (130-130)

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26 Minimum age 68 42 requirement 26 All must have CDL 29 14 license 15 CDL license for larger 16 9 vehicles only 7 69 Good driving record 43 26 Must pass criminal 69 43 background check 26 Must pass drug & 69 43 alcohol test 26 Must be proficient in 60 39 English 21 10 Other 8 2 0 10 20 30 40 50 60 70 80 Number of Respondents That Require Total Private contractors Public agencies Figure 3-3. ADA paratransit vehicle operator pre-qualifications. 16 systems (23%) only require CDL licenses for operators who Hours of Training drive larger vehicles in the fleet. Ten respondents indicated that they had other pre- Survey respondents were asked to indicate how many hours qualification requirements not on the survey list. These other of classroom training and on-the-road training were provided requirements included the following: to ADA paratransit vehicle operators. A review of the responses indicated there was a significant difference between the number · "Pre-employment physical." of hours of training provided by many public transit agencies · "Must pass FCE prior to starting work." versus hours of training provided by private contractors provid- · "Approved I-9 Identification to work in USA." ing service on behalf of public transit agencies. Figure 3-4 shows · "Mapping skills, customer service skills." the average hours of each type of training for public agencies, · "Attend defensive driving courses. Also, CPR, first aid. private contractors, and for all respondents. Also, University of Wisconsin Passenger Safety and Sensi- Overall, ADA paratransit vehicle operators receive an aver- tivity training." age of 127 total hours of training which includes 59 hours of · "We offer paid training. This includes training for the CDL classroom training and 68 hours of on-the-road training. license. Must be able to read a map book. Must have good Operators employed by public transit agencies receive signif- customer relation skills. Must be open to working all shifts icantly more training. These employees receive an average of and weekends. Must be able to work well with passengers 182 total hours of training, made up of 88 hours of classroom with disabilities." training and 94 hours of on-the-road training. Private con- · "Out of State Residency Check." tractors reported providing an average of 97 hours of total · "Act 33 Child Abuse Clearance." training--43 hours of classroom training and 54 hours of · "Must complete the following training programs: Defen- on-the-road training. sive Driving, Passenger Assistance, Map Reading, First Aid/ CPR." Training Completion Rates · "There is no pre-qualification that an applicant must have a CDL license, however, they must be able to attain one as it is All respondents who indicated that they operated services necessary to have this license prior to working as an Opera- were asked to indicate how many vehicle operator candidates tor and they will receive it through the training process." had started training in the past 12 months and how many