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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. "On-Time Performance Results - LYNX, Orlando, FL." 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
70
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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70 Productivity by Tenure # Runs Tenure Productivity 1.60 95 <3 1.05 1.40 21 3-5 1.11 111 6-12 1.26 1.20 173 13-24 1.34 Productivity 1.00 192 25-60 1.32 0.80 106 61+ 1.26 0.60 Total Runs: 698 0.40 0.20 0.00 <3 3-5 6-12 13-24 25-60 61+ Tenure in Months Figure 6-7. Productivity by vehicle operator tenure group, all weekday runs, LYNX ADA paratransit service, April 19­25, 2009. performance for various tenure groups was then developed. formance decreased somewhat for operators with more than As was done in the productivity analysis, the following tenure 5 years of experience, falling to 86.84%. groups were used: On-Time Performance Results-- · Less than 3 months of tenure, LYNX, Orlando, FL · 3 to 5 months of tenure, · 6 to 12 months of tenure, The same analysis was performed for the LYNX ADA para- · 13 to 24 months of tenure, transit service in Orlando. Figure 6-9 shows on-time perform- · 25 to 60 months of tenure, and ance by operator tenure group for all weekday runs. Figure 6-10 · 61+ months of tenure. then shows this information for the largest group of common runs--those categorized as "Weekday Medium" (or average productivity runs). On-Time Performance Results-- For all weekday runs, operators with less than 3 months DART, Dallas, TX experience were on-time for only 74.48% of all trips. Per- Figure 6-8 shows the results of this analysis for the DART formance improved to 83.60% and 82.62% for operators ADA paratransit service. As shown, on-time performance with 3 to 5 months of experience and 6 to 12 months of expe- improved significantly for operators with 3 or more months rience. On-time performance continued to improve with of experience. Operators with less than 3 months experi- experience--85.98% for operators with 13 to 24 months ence performed 83.99% of all trips on-time. Operators with of experience, 86.20% for those with 25 to 60 months of between 3 months and 5 years of experience performed experience, and 87.40% for those with more than 5 years of between 88.67% and 89.64% of trips on-time. On-time per- experience. On-Time Performance By Tenure On-Time 91.00 Tenure Performance 90.00 <3 83.99 On-Time Performance 89.00 3-5 89.64 88.00 6-12 88.67 87.00 13-24 89.11 86.00 25-60 89.25 85.00 61+ 86.84 84.00 83.00 Total Runs: 1560 82.00 81.00 <3 3-5 6-12 13-24 25-60 61+ Tenure in Months Figure 6-8. On-time performance by operator tenure in months, all runs DART ADA paratransit service, March 1­7, 2009.