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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. "Starting Wage, Provider Type, and 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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61
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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61 correlations with turnover could have an influence after con- The variable "Public" takes the value 1 for public providers trolling for some other variable. Therefore, most of the vari- and 0 for contract providers. In both models, the variables ables in Table 5-2 are included in the regression analysis. other than starting wage are significant with less than 95% One variable that was excluded was the training completion confidence but are nearly significant and can be included on rate. Although completion rate is correlated with turnover, the basis of strong theoretical justification and the small sample examination of the data suggests that a high completion rate size. No other combination of these three variables results in a may be as much a result of low turnover as a cause. Many of model with significant or even nearly significant coefficients. the systems with high completion rates had very small num- Both models use 57 valid cases. bers of trainees, which would be expected with low rates of The two models demonstrate that there is a strong connec- turnover. As a hypothesis, a low turnover rate results in the tion between wages and turnover, with higher wages connect- provider needing to recruit only a few new operators, which ing with lower turnover. The equations imply that an increase means that the provider can be very selective, which would of $1.00 in wages corresponds, on average, to a drop of 3.5% tend to produce a high training completion rate. (Model 1) to 5.1% (Model 2) in turnover rate. Although, the The regression analysis found that only the same three R Squared values show that, even in combination with other variables in Table 5-1 (excluding completion rate) con- variables, wages only account for 20% to 21% of the variation tributed significantly to any model of turnover rate. Two in turnover rates. In addition, the models show that (1) by models of interest are the following: controlling wages, public providers have turnover rates that are 10% lower than private providers on average and (2) lower Model 1 percentages of part-time operators are connected with lower Turnover = 0.685 - (0.035 × Starting Wage) turnover rates. A difference of 10% in the percentage of part- - (0.101 × Public) time operators corresponds, on average, with a difference of (t statistic) (-2.11) (-1.77) 2.4% in turnover rate. (significance) (0.040) (0.083) R Squared = 0.21 Graphical Analysis and Discussion Model 2 Starting Wage, Provider Type, and Turnover Turnover = 0.864 - (0.051 × Starting Wage) - (0.244 × Percent Part-Time) Figure 5-1 shows in graphical form the relationship repre- (t statistic) (-3.44) (-1.71) sented by regression Model 1. The public providers (black (significance) (0.001) (0.092) squares) have a lower turnover than the contract providers R Squared = 0.20 (hollow diamonds), though there is considerable overlap 90% 80% 70% Annual Turnover 60% 50% Contract 40% Public Trendline-Contract 30% Trendline-Public 20% 10% 0% $7 $8 $9 $10 $11 $12 $13 $14 $15 $16 Starting Hourly Wage Figure 5-1. Starting wage, public/private contract providers, and turnover.