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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. "Methodology." 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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69
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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69 Productivity by Tenure # Runs Tenure Productivity 1.40 75 <3 1.04 1.20 13 3-5 0.99 54 6-12 1.25 Productivity 1.00 71 13-24 1.32 0.80 109 25-60 1.30 0.60 74 61+ 1.21 0.40 Total Runs: 396 0.20 0.00 <3 3-5 6-12 13-24 25-60 61+ Tenure in Months Figure 6-5. Productivity by vehicle operator tenure group, weekday medium runs, LYNX ADA paratransit service, April 19­25, 2009. tenure performed at an average productivity or 1.29, compared Average productivity for operators with more than 5 years to an average productivity of only 1.02 for operators with less experience dropped only slightly to 1.26--still 19% higher than than 6 months of experience. This represents a 34% increase in operators with less than 6 months of experience and only 4% productivity. Average productivity for operators with more less than operators in the 6 month to 5 year tenure category. than 5 years of experience dropped to 1.21--still 17% higher Complete results for all types of runs at LYNX, including than operators with less than 6 months of experience but 12% those presented in this section, are provided in the table in less than operators in the 6 month to 5 year tenure category. Appendix C. For the "Weekday Medium-High" group, operators with 6 months to 5 years of tenure performed at an average produc- tivity or 1.40, compared to an average productivity of only Impacts of Tenure On 1.18 for operators with less than 6 months of experience. This On-Time Performance represents a 19% increase in productivity. Average productiv- Methodology ity for operators with more than 5 years of experience dropped only slightly to 1.37--still 16% higher than operators with less The levels of on-time performance achieved by operators than 6 months of experience, and only 2% less than operators in each tenure group were also analyzed during both case in the 6 month to 5 year tenure category. study sites. On-time performance was calculated for each run Figure 6-7 shows all weekday runs for the Orlando service for the sample week. This was done by identifying the num- and the productivities achieved by operators in each tenure ber of trips with pick-ups that were performed late compared group. Operators with 6 months to 5 years of tenure performed to the total number of pick-ups on each run. The operators at an average productivity of 1.39, compared to an average pro- who performed each run were then identified. Using their ductivity of only 1.02 for operators with less than 6 months of dates of hire, their tenure in months was then calculated. This experience. This represents a 24% increase in productivity. tenure information was then attached to each run. On-time Productivity by Tenure # Runs Tenure Productivity 1.60 17 <3 1.15 1.40 8 3-5 1.25 20 6-12 1.37 1.20 Productivity 48 13-24 1.38 1.00 58 25-60 1.42 0.80 18 61+ 1.37 0.60 0.40 Total Runs: 166 0.20 0.00 <3 3-5 6-12 13-24 25-60 61+ Tenure in Months Figure 6-6. Productivity by vehicle operator tenure group, weekday medium-high runs, LYNX ADA paratransit service, April 19­25, 2009.