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

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Weiner, Richard, Koffman, David, Thatcher, Russell H, Procopio, Thomas, Ferris, Caroline, Davis, Mary, Morris, Clementine, Rodman, Will, Jacobson, Lisa, Golden, Marilyn, Transportation Research Board. "Impact of Wages on Turnover." 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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Page
31
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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31 Table 3-3. Vehicle operator pay rates by type of entity and type of service (67 responses total). Public Transit Agencies Private Providers Paratransit Fixed Route Paratransit Fixed Route Operators Operators Operators Operators Training Wage Range $4.80-$14.19 $5.15-$16.79 $7-$15 $7-$13.69 Average $9.81 $10.77 $8.93 $9.13 Starting Wage Range $9.50-$15.77 $9-$19.51 $7-$14.06 $8.15-$15.14 Average $12.06 $12.65 $10.47 $11.39 Maximum Wage Range $11.81-$23.74 $12.27-$24.93 $7.90-$20 $9.15-$19.79 Average $16.88 $18.59 $14.14 $14.94 As shown in Table 3-3, ADA paratransit vehicle operator pay differentials for part-time work, split shifts, or evening training wages ranged from $4.80 to $15, while fixed-route and weekend work assignments. Sixty respondents provided vehicle operator training wages were slightly higher, ranging this requested information. This included 21 public transit from $5.15 to $16.79. Public entities reported slightly higher agencies that operate service directly and 39 private contractors. average training wages ($9.81 average for paratransit and Table 3-4 shows the responses. $10.77 average for fixed route) compared to private com- Only eight systems reported using pay differentials--two panies ($8.93 average for paratransit and $9.13 average for public transit agencies and six private contractors. The six pri- fixed route). vate contractors indicated that pay differentials were only used ADA paratransit vehicle operator starting wages ranged in ADA paratransit operations. One of the two public agencies from $7 to $15.77, and fixed-route vehicle operator starting also only used pay differentials for ADA paratransit. The other wages ranged from $8.15 to $19.51. Public entities reported public agency used pay differentials in both ADA paratransit higher average starting wages ($12.06 average for paratransit and fixed-route operations. Only one system used pay differ- and $12.65 average for fixed route) compared to private com- entials for part-time work. And only one system used pay dif- panies ($10.47 average for paratransit and $11.39 average for ferentials for split shifts. Seven systems used pay differentials fixed route). for evening and weekend work. One of these seven stated that ADA paratransit vehicle operator maximum wages ranged an extra $1.50 per hour is paid to vehicle operators who work from $7.90 to $23.74, and fixed-route vehicle operator max- Saturdays and double pay is provided for work on holidays. A imum wages ranged from $9.15 to $24.93. Public entities second respondent stated that an extra 15% is paid for night reported higher average maximum wages ($16.88 average for work. One respondent who indicated that pay differentials paratransit and $18.59 average for fixed route) compared to were not currently in use noted, "unions would agree to vari- private companies ($14.14 average for paratransit and $14.94 able pay rates." average for fixed route). Impact of Wages on Turnover Use of Pay Differentials To determine if there was a relationship between vehicle Survey respondents were also asked if they used hourly pay operator turnover and the amount of wages paid, these two differentials to compensate vehicle operators for "less desir- data elements were charted. Figure 3-8 shows the result of this able" work assignments. Respondents were asked if they used cross-tabulation. Starting wages for ADA paratransit vehicle Table 3-4. Use of pay differentials by public transit agencies and private contractors. Public Transit Private Total Agencies Contractors Total Responses 21 39 60 Use pay differentials for part-time 1 0 1 work Use pay differentials for split shifts 1 0 1 Use pay differentials for evening and 1 6 7 weekend work