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Volunteer Drivers Guide - Section 3

Important Information about Riders

This section contains information on policies and practices related specifically to persons who use the services provided by the Sponsoring Organization.

Who are the riders?

Riders of volunteer transportation networks are typically persons with special transportation needs including their personal attendants. However, some funding agencies, due to requirements associated with the funding program, may also that the service be available to the general public.

Should riders be registered?

Sponsoring Organizations should register all riders they provide service to. [Form 2: Rider Registration] Some funding agencies require specific information regarding riders. Refer to Section 10 "Program Records" for more information. All riders, including escorts and children, should be registered separately. This information will be used to:

  • Determine program eligibility
  • Provide the Sponsoring Organization with emergency medical information. Including, but not limited to:
    1. Name and phone number of emergency contact person
    2. Name and phone number of personal physician
    3. Advanced Medical Directives
    4. Living Will
    5. Non-Resuscitation
    6. Organ Donation. [Link 5 - Organ Donation Card:]
  • Determine the most appropriate mode of transportation
  • Provide needed data to funding agencies.

Rider Identification

Riders should be encouraged to have photo identification, either in the form of a driver's license or state identification card that they can obtain from the Department of Licensing. [Link 4 - Photo Identification:]

Should children have escorts?

Many Sponsoring Organizations choose to require that an adult, other than the volunteer driver, accompany riders under the age of 11. Many transit systems allow children, age of six and over, to ride unaccompanied.

Are rider surveys useful?

Riders should be surveyed on a regular basis to determine their ideas about the quality of services that they are receiving. Surveying the riders will help improve the services provided by the Sponsoring Organization. [Form 3: Rider Survey]

What about rider grievances?

Occasionally riders will have grievances about aspects of the program, including restrictions and/or denial of services or the quality of the service they received. Sponsoring Organizations should have both procedures and forms for handling these situations. Rider's specific complaints can be recorded them on an Incident Report. However, it is also very important that the Sponsoring Organization documents all complaints and what actions were taken as a result. [Form 31: Incident Report, Form 4: Rider Grievance]