Sometimes It Is the Simplest Things

BRANDON WAITES
Mobility Manager
Toledo Area Regional Transit Authority, OH

Like many others approaching a new job, I had some big ideas for what Mobility Management is and what it could be when I arrived at TARTA more than two years ago.

Then … I got a look at our budget.

I’m not alone in trying to make the most of limited funding and very limited grant opportunities. While there are a lot of big investments that would have made a world of difference for so many people in northwest Ohio, they just weren’t feasible for our department, as I’m sure they aren’t for many of yours.

As I developed relationships with the mobility-limited folks in our community, however, I started to understand how far the little things can go to increasing customer comfort and even raising quality of life. The satisfaction rate for our paratransit customers has grown to 98 percent, showing that the manageable things that we’ve done to show passengers we’re serious about providing strong service and improving on that service haven’t gone unnoticed.

Investments in customer satisfaction that haven’t broken the bank during my time at TARTA have included:

• TARTA Move paratransit becoming a Certified Autism Center and renewing that certification in 2026. This designation was granted by the International Board of Credentialing and Continuing Education Standings (IBCCES) after team members went through specialized training to meet the needs of passengers with sensory sensitivities.
• Wrapping third-party paratransit vehicles with our TARTA Move livery to present a clearer presence in the community.
• Placing electric vehicles on the road for the paratransit division before our fixed-route fleet had them. Just the visual of paratransit passengers being prioritized went a long way to opening a dialogue about other things they enjoyed, or wish were better about the service.
• A dramatic ramp up in the number of travel trainings, from individual training when a new passenger requested it to group information sessions with organizations like the Greater Toledo Newcomer Center and Boys & Girls Clubs of Toledo. No matter how much we promote Mobility Management, nothing else has quite the impact of these one-on-one sessions.
• Increased safety protocols and procedures, including cameras on board every vehicle and an updated guide for new riders.
• Staff who have gone above and beyond to help passengers do more than just get a ride to where they are going, like connecting them with medical professionals, food banks, and other resources.

The things that have truly connected with our Mobility Management passengers have been some of the simplest things we can do.

As someone who still feels like he’s new to Mobility Management and the unique challenges it presents in each of our communities, I want to thank those of you who answered questions I’ve had at a conference or through email. I am continually impressed by the wealth of knowledge available through APTA and its members, and I know that collaboration has made a difference for people who depend on Mobility Management services every day.