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T R A N S I T C O O P E R A T I V E R E S E A R C H P R O G R A M TCRP REPORT 164 TRANSPORTAT ION RESEARCH BOARD WASHINGTON, D.C. 2013 www.TRB.org Research sponsored by the Federal Transit Administration in cooperation with the Transit Development Corporation Subscriber Categories Public Transportation Community Tools to Improve Transportation Options for Veterans, Military Service Members, and Their Families Elizabeth Ellis KFH Group, Inc. Bethesda, MD Heather Menninger Roy Glauthier Valerie Sedig AMMA TrAnsIT plAnnInG Riverside, CA Beth Hamby Holly Chase Jason Quan Bennett Powell KFH Group, Inc. Bethesda, MD
TCRP REPORT 164 Project B-42 ISSN 1073-4872 ISBN 978-0-309-28387-8 Library of Congress Control Number 2014932568 © 2013 National Academy of Sciences. All rights reserved. COPYRIGHT INFORMATION Authors herein are responsible for the authenticity of their materials and for obtaining written permissions from publishers or persons who own the copyright to any previously published or copyrighted material used herein. Cooperative Research Programs (CRP) grants permission to reproduce material in this publication for classroom and not-for-profit purposes. Permission is given with the understanding that none of the material will be used to imply TRB, AASHTO, FAA, FHWA, FMCSA, FTA, or Transit Development Corporation endorsement of a particular product, method, or practice. It is expected that those reproducing the material in this document for educational and not-for-profit uses will give appropriate acknowledgment of the source of any reprinted or reproduced material. For other uses of the material, request permission from CRP. NOTICE The project that is the subject of this report was a part of the Transit Cooperative Research Program, conducted by the Transportation Research Board with the approval of the Governing Board of the National Research Council. The members of the technical panel selected to monitor this project and to review this report were chosen for their special competencies and with regard for appropriate balance. The report was reviewed by the technical panel and accepted for publication according to procedures established and overseen by the Transportation Research Board and approved by the Governing Board of the National Research Council. The opinions and conclusions expressed or implied in this report are those of the researchers who performed the research and are not necessarily those of the Transportation Research Board, the National Research Council, or the program sponsors. The Transportation Research Board of the National Academies, the National Research Council, and the sponsors of the Transit Cooperative Research Program do not endorse products or manufacturers. Trade or manufacturersâ names appear herein solely because they are considered essential to the object of the report. TRANSIT COOPERATIVE RESEARCH PROGRAM The nationâs growth and the need to meet mobility, environmental, and energy objectives place demands on public transit systems. Current systems, some of which are old and in need of upgrading, must expand service area, increase service frequency, and improve efficiency to serve these demands. Research is necessary to solve operating problems, to adapt appropriate new technologies from other industries, and to intro- duce innovations into the transit industry. The Transit Cooperative Research Program (TCRP) serves as one of the principal means by which the transit industry can develop innovative near-term solutions to meet demands placed on it. The need for TCRP was originally identified in TRB Special Report 213âResearch for Public Transit: New Directions, published in 1987 and based on a study sponsored by the Urban Mass Transportation Administrationânow the Federal Transit Admin istration (FTA). A report by the American Public Transportation Association (APTA), Transportation 2000, also recognized the need for local, problem- solving research. TCRP, modeled after the longstanding and success- ful National Cooperative Highway Research Program, undertakes research and other technical activities in response to the needs of tran- sit service providers. The scope of TCRP includes a variety of transit research fields including planning, service configuration, equipment, facilities, operations, human resources, maintenance, policy, and administrative practices. TCRP was established under FTA sponsorship in July 1992. Pro- posed by the U.S. Department of Transportation, TCRP was autho- rized as part of the Intermodal Surface Transportation Efficiency Act of 1991 (ISTEA). On May 13, 1992, a memorandum agreement out- lining TCRP operating procedures was executed by the three cooper- ating organizations: FTA, the National Academies, acting through the Transportation Research Board (TRB); and the Transit Development Corporation, Inc. (TDC), a nonprofit educational and research orga- nization established by APTA. TDC is responsible for forming the independent governing board, designated as the TCRP Oversight and Project Selection (TOPS) Committee. Research problem statements for TCRP are solicited periodically but may be submitted to TRB by anyone at any time. It is the responsibility of the TOPS Committee to formulate the research program by identi- fying the highest priority projects. As part of the evaluation, the TOPS Committee defines funding levels and expected products. Once selected, each project is assigned to an expert panel, appointed by the Transportation Research Board. The panels prepare project state- ments (requests for proposals), select contractors, and provide techni- cal guidance and counsel throughout the life of the project. The process for developing research problem statements and selecting research agencies has been used by TRB in managing cooperative research pro- grams since 1962. As in other TRB activ ities, TCRP project panels serve voluntarily without com pensation. Because research cannot have the desired impact if products fail to reach the intended audience, special emphasis is placed on dissemi- nating TCRP results to the intended end users of the research: tran- sit agencies, service providers, and suppliers. TRB provides a series of research reports, syntheses of transit practice, and other support- ing material developed by TCRP research. APTA will arrange for workshops, training aids, field visits, and other activities to ensure that results are implemented by urban and rural transit industry practitioners. The TCRP provides a forum where transit agencies can cooperatively address common operational problems. The TCRP results support and complement other ongoing transit research and training programs. Published reports of the TRANSIT COOPERATIVE RESEARCH PROGRAM are available from: Transportation Research Board Business Office 500 Fifth Street, NW Washington, DC 20001 and can be ordered through the Internet at http://www.national-academies.org/trb/bookstore Printed in the United States of America
The National Academy of Sciences is a private, nonprofit, self-perpetuating society of distinguished scholars engaged in scientific and engineering research, dedicated to the furtherance of science and technology and to their use for the general welfare. On the authority of the charter granted to it by the Congress in 1863, the Academy has a mandate that requires it to advise the federal government on scientific and technical matters. Dr. Ralph J. Cicerone is president of the National Academy of Sciences. The National Academy of Engineering was established in 1964, under the charter of the National Academy of Sciences, as a parallel organization of outstanding engineers. It is autonomous in its administration and in the selection of its members, sharing with the National Academy of Sciences the responsibility for advising the federal government. The National Academy of Engineering also sponsors engineering programs aimed at meeting national needs, encourages education and research, and recognizes the superior achievements of engineers. Dr. C. D. Mote, Jr., is president of the National Academy of Engineering. The Institute of Medicine was established in 1970 by the National Academy of Sciences to secure the services of eminent members of appropriate professions in the examination of policy matters pertaining to the health of the public. The Institute acts under the responsibility given to the National Academy of Sciences by its congressional charter to be an adviser to the federal government and, on its own initiative, to identify issues of medical care, research, and education. Dr. Harvey V. Fineberg is president of the Institute of Medicine. The National Research Council was organized by the National Academy of Sciences in 1916 to associate the broad community of science and technology with the Academyâs purposes of furthering knowledge and advising the federal government. Functioning in accordance with general policies determined by the Academy, the Council has become the principal operating agency of both the National Academy of Sciences and the National Academy of Engineering in providing services to the government, the public, and the scientific and engineering communities. The Council is administered jointly by both Academies and the Institute of Medicine. Dr. Ralph J. Cicerone and Dr. C. D. Mote, Jr., are chair and vice chair, respectively, of the National Research Council. The Transportation Research Board is one of six major divisions of the National Research Council. The mission of the Transporta- tion Research Board is to provide leadership in transportation innovation and progress through research and information exchange, conducted within a setting that is objective, interdisciplinary, and multimodal. The Boardâs varied activities annually engage about 7,000 engineers, scientists, and other transportation researchers and practitioners from the public and private sectors and academia, all of whom contribute their expertise in the public interest. The program is supported by state transportation departments, federal agencies including the component administrations of the U.S. Department of Transportation, and other organizations and individu- als interested in the development of transportation. www.TRB.org www.national-academies.org
C O O P E R A T I V E R E S E A R C H P R O G R A M S AUTHOR ACKNOWLEDGMENTS This report is the result of research conducted through TCRP B-42 by the KFH Group, Inc., in associa- tion with AMMA Transit Planning. Elizabeth (Buffy) Ellis, AICP, of the KFH Group was the Principal Investigator and lead author. Other primary authors include Heather Menninger and Roy Glauthier of AMMA Transit Planning. Additional contributors include Valerie Sedig of AMMA Transit Planning as well as Beth Hamby, Holly Chase, Jason Quan, and Bennett Powell of the KFH Group. The research team gratefully acknowledges the support of the TCRP Senior Program Officer, and of the Project Panel members and Chair, whose efforts steered this project along its course with valuable guidance and input. We also sincerely thank the various transit systems and other agencies work- ing to improve transportation for veterans, military service members, and their families that shared their experiences and insights with us. And importantly, we want to acknowledge and honor our fellow Americans who served or are now serving our country in uniform. Photo Credits: All photos courtesy of the research team except when noted. Cover photos courtesy of Brad Weaver, Riverside Transit Agency in Riverside, California and of the research team. CRP STAFF FOR TCRP REPORT 164 Christopher W. Jenks, Director, Cooperative Research Programs Dianne S. Schwager, Senior Program Officer Jeffrey Oser, Senior Program Assistant Eileen P. Delaney, Director of Publications Theresa C. Crean, Senior Editorial Assistant TCRP PROJECT B-42 PANEL Field of Service Configuration Lyn Hellegaard, Missoula Ravalli Transportation Management Association, Missoula, MT (Chair) David A. Bruffy, Mountain Line Transit Authority, Morgantown, WV Alice T. Cannon, Jacksonville Transportation Authority, Jacksonville, FL Arthur Ellison, American Legion, Anaconda, MT Mary Handley, Delmarva Community Services, Inc., Cambridge, MD James Hollis, Gulf Coast Center/Connect Transit, Texas City, TX Karl M. Johanson, Council on Aging & Human Services, Colfax, WA Maureen McCloskey, Paralyzed Veterans of America, Washington, DC Cheryl E. OâKonek, WMATA, Washington, DC Betty A. Petrie, Central New York Regional Transportation Authority, Syracuse, NY Matthew Lesh, FTA Liaison Nicole DuPuis, APTA Liaison Scott Bogren, CTAA Liaison Peter Ahearn, Disabled American Veterans Service Liaison Cindy Frene, National Rural Transit Assistance Program Liaison Mary Leary, Easter Seals Project ACTION Liaison Sandra R. Mason, Wounded Warrior Care and Transition Policy Office Liaison Michael Reardon, U.S. Department of Labor Liaison David M. Riley, Veterans Health Administration Liaison Jack Stevens, Armed Forces Services Corporation Liaison
TCRP Report 164: Community Tools to Improve Transportation Options for Veterans, Mil itary Service Members, and Their Families is a resource for improving transportation options for veterans, military service members, and their families that builds on the concepts of transportation coordination and mobility management. The audience for this research includes local community organizations such as public transit agencies that are seeking to better provide transportation options for veterans, military service members, and their families. The resource provides guidance and tools for assessing transportation needs of veterans, service members, and their families and for improving public transit, specialized transpor- tation, volunteer services, and other local transportation options to meet those needs. This report begins with foundational information on community transportation services and initiatives currently available for veterans, service members, and their families. Subse- quent chapters guide readers through an organized process for improving transportation options, building on the framework of coordination. The chapters address concepts and requirements for improving existing transportation services and for implementing new transportation options. Chapter topics include: leadership, outreach, planning, coordina- tion and mobility management, services, business practices, communication, and evalua- tion. While each chapter can be used independently, users of the report may benefit more by taking advantage of the entire document. Most of the chapters conclude with âtoolsâ appropriate to the chapterâs topic as well as a list of additional resources, suggesting reports and websites that offer more information. For example, in Chapter 5, Planning, the tools include examples of survey instruments to help identify transportation needs of veterans, service members, and families and, in Chap ter 9, Communication, the tools include examples of messages to communicate the trans- portation improvements as well as suggested media, from the more traditional print media to more current social media. F O R E W O R D By Dianne S. Schwager Staff Officer Transportation Research Board
Community Tools to Improve Transportation Options for Veterans, Military Service Members, and Their Families Table of Contents Page Chapter 1 Introducon: Why This Resource with âCommunity Tools?â .......... 1-1 It Takes a Community ..................................................................................................... 1-1 Objec ves and Background ............................................................................................ 1-2 Organiza on of the Report .............................................................................................. 1-3 Transporta on Needs of Veterans, Service Members, and Families and Why Those Needs Are Different ...................................................................... 1-4 Chapter 2 Current Transportaon for Veterans and Service Members: âWhatâs There Now?â ..................................2-1 Transporta on for Veterans ............................................................................................ 2-1 New Transporta on Programs and Services for Veterans .............................................. 2-4 Transporta on for Military Service Members and Families ...................................................................................................... 2-8 Addi onal Resources .............................................................................................â¦..... 2-10 Chapter 3 Leadership: âWhoâs in Charge?â.....................................................3-1 Step 1: Recognize a Leader ............................................................................................. 3-1 Step 2: What Does Leadership Involve? ......................................................................... 3-2 Step 3: Find Core Partners at the Outset ........................................................................ 3-3 Step 4: Iden fy Other Transporta on Planning Efforts That May Be Related and Consider Linkage ..................................................... 3-4 Step 5: Iden fy Your âCommunityâ for Purposes of Improving Community Transporta on ............................................................. 3-5 Step 6: Sustain Leadership and Momentum................................................................... 3-5 Step 7: Strengthen Leadership with Training, Webinars, and Peer-to-Peer Resources............................................................ 3-6 Step 8: Recognize the Many Ongoing Efforts to Assist Veterans and the MilitaryâAvoid Adding to the Confusion ........................................... 3-8 Addi onal Resources ....................................................................................................... 3-9
Community Tools to Improve Transportation Options for Veterans, Military Service Members, and Their Families Table of Contents Page Chapter 4 Outreach: âGeng the Right People to the Tableâ .........................4-1 Step 1: Idenfy Organizaons and Individuals to Involve.......................................................................................................... 4-1 Step 2: Determine Your Engagement Strategy ............................................................... 4-3 Step 3: Contact Organizaons and Individuals ............................................................... 4-4 Step 4: Implement the Engagement Strategy................................................................. 4-8 Step 5: Connue and Maintain Engagement .................................................................. 4-9 Step 6: Learn from Successful Coordinaon Experiences of Others............................. 4-11 Community Tools ........................................................................................................... 4-12 4.1 Easter Seals Project ACTION Toolkit on Outreach .................................................. 4-13 4.2 Checklist of Organizaons and Agencies to Potenally Include for Outreach....................................................................................... 4-14 4.3 Transit Planning 4 All: Resources for Community Engagement for Transit Planning .............................................................................................. 4-16 4.4 Suggested Quesons to Ask with Inial Contact to Collect Baseline Informaon......................................................... 4-17 Addional Resources ..................................................................................................... 4-19 Chapter 5 Planning: âWhat Do We Do Now?â ................................................ 5-1 Step 1: Idenfy NeedsâFrom Perspecve of Partner Organizaons ....................................................................................... 5-1 Step 2: Idenfy NeedsâFrom Perspecve of Individuals ......................................................................................................... 5-5 Step 3: Assess Data and Document Needs ..................................................................... 5-7 Step 4: Idenfy, Compile, and Review Available Transportaon Resources ............................................................................... 5-10 Step 5: Idenfy Gaps..................................................................................................... 5-14 Step 6: Idenfy Strategies and Responses.................................................................... 5-15 Community Tools ........................................................................................................... 5-17 5.1 Example of Short Survey for Organizaons That Work Directly with Veterans and Their Families ...................................................... 5-18 5.2 Sample Quesons to Ask in an Intercept Survey of Veterans to Learn About Transportaon Needs and Issues .......................................... 5-19
Community Tools to Improve Transportation Options for Veterans, Military Service Members, and Their Families Table of Contents Page 5.3 Examples of GIS Maps and Informaon About Useful Census Data Products ..................................................................................... 5-21 5.4 Online Survey to Idenfy Transportaon Services for Veterans, Developed by Coloradoâs Veteransâ Transportaon Task Force ................... 5-26 5.5 United We Rideâs âCommunity Transportaon Opons Directoryâ .......................................................................................... 5-30 5.6 Two Approaches to Idenfying Strategies That Respond to Needs .................................................................................. 5-31 Addional Resources ..................................................................................................... 5-34 Chapter 6 Coordinaon and Mobility Management: âStart with What You Haveâ .....................................................6-1 Step 1: Define Coordinaon and Mobility Management..................................................................................................... 6-1 Step 2: Centralize Informaon........................................................................................ 6-2 Step 3: Enhance Exisng Public Transit for Improved Service to Target Groups .................................................................................. 6-6 Step 4: Coordinate with Other Public Transit Services and Regional Providers for Trips Beyond the Community ............................... 6-9 Step 5: Coordinate with and Support Community-Based Transportaon Services .................................................................................. 6-10 Step 6: Coordinate with and Support Community Organizaons Serving Target Groups..................................................................................... 6-13 Step 7: Connect Individuals with Transportaon Resourcesâ Mobility Management .................................................................................... 6-14 Step 8: Consider the Built Environment........................................................................ 6-18 Community Tools ........................................................................................................... 6-21 6.1 Example of a Lisng of Veterans Transportaon Opons ...................................... 6-22 6.2 United We Rideâs âCommunity Transportaon Opons Directoryâ ...................... 6-24 6.3 Naonal RTAPâs Tool for Developing GTFS Data for Google Transit ..................... 6-25 6.4 Organizaons and Opportunies for Mobility Management Training .................. 6-26 6.5 Resources on Travel Training .................................................................................. 6-28 Addional Resources ..................................................................................................... 6-29 Chapter 7 Services: âWeâre On the Road Now!â..............................................7-1 Opon 1: Develop âOne-Call/One-Clickâ Transportaon Informaon Center........................... 7-1
Table of Contents Community Tools to Improve Transportation Options for Veterans, Military Service Members, and Their Families Page Opon 2: Implement New Public Transit Services ......................................................... 7-2 Opon 3: Support Other Community Transportaon Services ...................................... 7-6 Opon 4: Iniate Volunteer Driver Program .................................................................. 7-7 Opon 5: Design and Operate a Voucher Program........................................................ 7-9 Opon 6: Support Private Vehicle Ownership.............................................................. 7-11 Community Tools ........................................................................................................... 7-14 7.1 Google Drive: One Opon for Scheduling Rides and Volunteer Driver Schedules ..................................................................... 7-15 7.2 Steps to Consider for a Volunteer Driver Program, Developed by the Beverly Foundaon ........................................................... 7-16 7.3 TRIP (Travel Reimbursement and Informaon Program) Volunteer Driver Model ................................................................................. 7-18 7.4 Independent Transportaon Network®â ITNAmerica Volunteer Driver Model ............................................................. 7-19 Addional Resources ..................................................................................................... 7-20 Chapter 8 Business Pracces: âLetâs Make a Dealâ ..........................................8-1 Organizaonal Opons .................................................................................................... 8-1 Funding Transportaon Services ..................................................................................... 8-3 Nuts and Bolts: Praccal Operang Issues ................................................................... 8-10 Community Tools ........................................................................................................... 8-21 8.1 Fact Sheet: Enhanced Mobility of Seniors and Individuals with Disabilies, Secon 5310...................................................... 8-22 8.2 âApplicability of Third-Party Contract Clauses,â Exhibit 6-2 from 2013 FTA Triennial Review Workshop Workbook .......................................... 8-24 8.3 Value of Volunteer Hours by State, 2011 .............................................................. 8-26 8.4 Data Collecon and Reporng: Common Operang and Financial Data and Performance Measures for Transportaon Services ....... 8-27 8.5 Sample Agreements 8.5.1 Volunteer Agreement and Release from Liability ................................ 8-28 8.5.2 Memorandum of Understanding (MOU) .............................................. 8-30 8.5.3 Vehicle Sharing...................................................................................... 8-32 Addional Resources ..................................................................................................... 8-35 Chapter 9 Communicaon: âCan You Hear Me Now?â ....................................9-1 Step 1: With Whom Are You Communicang?............................................................... 9-1 Step 2: What Should Be Communicated?....................................................................... 9-2 Step 3: Types of Communicaon Tools........................................................................... 9-3
Table of Contents Community Tools to Improve Transportation Options for Veterans, Military Service Members, and Their Families Page Step 4: Geng Your Message Out.................................................................................. 9-7 Community Tools ............................................................................................................. 9-8 9.1 Messages for Specific Audiences .............................................................................. 9-9 9.2 Communica on Tools Matrix ................................................................................. 9-10 Addi onal Resources ..................................................................................................... 9-13 Chapter 10 Evaluaon: âHow Are We Doing?â.............................................. 10-1 Step 1: Restate Objec ves in Order to Measure .......................................................... 10-1 Step 2: Define Your Measurements .............................................................................. 10-4 Step 3: Establish Evalua on Repor ng Program .......................................................... 10-4 Step 4: Report Your Outcomes ..................................................................................... 10-8 Community Tools ......................................................................................................... 10-10 10.1 Suggested Goals, Objec ves, and Performance Measures ................................ 10-11 10.2 Sample Monthly Progress Repor ng Form ........................................................ 10-14 10.3 Example of Feedback Survey to Evaluate Partner and Stakeholder Involvement ...................................................................... 10-15 Addi onal Resources ................................................................................................... 10-17 References ......................................................................................................................... 11-1 Appendix A: Informa on on Transporta on Needs of Veterans, Service Members, and Families, Based on Research Projectâs Phase 1...................................................A-1