Paratransit
ADA Paratransit Service Provider
First Transit’s approach to paratransit operations focuses on safety, reliability, and cost savings — while addressing your community’s present and future needs.
First Transit operates safe, reliable, and cost-effective ADA paratransit services throughout the United States, Canada, and Puerto Rico. First Transit has provided paratransit services since 1985 - five years in advance of the passing of the historic Americans with Disabilities Act (ADA). Today, we manage the operation of more than 50 paratransit systems and an additional 39 with combined paratransit and fixed route services, offering millions of trips on an annual basis for passengers in every type of environment – from rural communities to large metropolitan areas.
Our management of paratransit services includes all reservations, scheduling, dispatching, customer service calls, and fare collection. First Transit also provides all services for maintenance, cleaning, and fueling. All personnel, including drivers,
management, technicians, as well as our subcontractors, are trained and held to the safety standards and policies of First Transit. All drivers attend an annual ADA training to ensure they follow along with all requirements of paratransit eligibility
and help First Transit provide superior customer service.
“First Transit has demonstrated value-added service for its customers. This is what sets them apart from other service providers.”— Customer Feedback
51
Paratransit Systems Managed
39
Combined Paratransit and Fixed Route Services
How it Works
Paratransit is designed to ensure equitable mobility services for people with disabilities who cannot use other transit modes within a given service area. Paratransit services provide access to life-sustaining services, such as doctor’s offices, dialysis centers, senior centers, grocery stores, and other important locations.
Complementary paratransit services are provided by transit agencies and communities across the United States. Pursuant to ADA requirements, these demand responsive services serve origins and destinations within 3/4 mile of any existing fixed route. When a passenger needs a ride, he or she will request a trip, typically via a call center. First Transit offers its clients a variety of technology to support efficient ride scheduling.
Paratransit programs require passengers meet specific eligibility requirements. This is determined through an application process. All passenger information is protected by HIPAA and other regulatory requirements related to personal health and other information.
Customized Services
In addition to turnkey ADA paratransit services, First Transit provides customized transportation services for communities and private entities, including:
- Dial-a-ride operations
- Flexible fixed route and route deviation
- Professional system management
- Call center operations for reservations, scheduling, and dispatch
- Coordinated transportation / brokerage
- Non-emergency medical transportation (NEMT)
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SUCCESS STORY: OMNITRANS
First Transit began providing transportation services for OmniTrans in San Bernardino, California in July of 2020. First Transit provides safe, reliable transportation for approximately 11 million passengers over a 480-square miles area, covering 15 cities and portions of less developed areas of San Bernardino County. We oversee a fleet of 107 vehicles and serve the community with paratransit and microtransit services.
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Why First Transit?
First Transit ensures your passengers receive best-in-class service and care; this is so important to us, we put it in writing. This holds us accountable – one of our core values – to meeting your goals for safety, on-time performance, productivity, cost efficiency, and customer satisfaction. We partner with our clients to manage each transit system’s unique operational complexities to ensure passengers can move freely within the community, while honoring our clients’ budgets.
Cost Savings
Whether your paratransit system is small or large, First Transit provides significant cost savings when compared to in-house operations — labor, fuel, equipment, or facilities with innovative technology — without sacrificing quality or world-class customer service. Our global buying power ensures you’ll save.
Operational Efficiencies
The focus of First Transit’s successful paratransit operations is on the comprehensive service delivery plan. Our goal is to maintain our positive work environment for our employees through competitive wages and benefits, incentive programs, open communication, and a supportive management team. Operational efficiencies are increased through the use of technology and effective scheduling practices.
Passenger Mobility
Our goal is to Improve passenger mobility within the community through: Travel Training - We will work with ADA paratransit riders to learn to navigate your community’s fixed route system, reducing dependence on more costly paratransit service while increasing their mobility options. Safe Wheels Program - Our drivers are our first line of safety. If they see a passenger with an unsafe mobility device, we will replace it with a new one. This improves the quality of our passengers’ lives while also improving their individual safety.
Accomplished Provider
First Transit is an accomplished provider of Americans with Disabilities Act (ADA) paratransit services. This includes all reservations, scheduling, dispatching, customer service calls, and fare collections. First Transit also provides all services for maintenance, cleaning, and fueling. All personnel, drivers, management, technicians, and all subcontractors are trained and held to the safety standards and policies of First Transit. All drivers attend an annual ADA training to ensure they follow with all requirements and help First Transit provide superior customer service.
Smart Maintenance
Our comprehensive preventative maintenance program works to avoid breakdowns and reduce costs through utilizing the LEAN methodology and a paperless approach to maintenance services. This approach to maintenance improves in the overall effectiveness by valuing organization and ending waste. Lean processes translate to a reduction in operational costs by targeting strategic areas and keeping vehicles operating longer. In turn, this means fewer service.