VTS Online Training Slide Show

1. Volunteer Transportation Services
Volunteer Orientation Training
2015

2. Welcome!
Volunteers do not necessarily have the
time, they just have the heart.
–Elizabeth Andrew

3. Orientation Agenda
• VTS Background
• VTS Procedures
• Safety

4. Orientation Agenda Continued
• First Aid
• Annual Requirements
• Customer Service/ADA
• Next steps

5. VTS Mission
Mission
Centralina Connection, operating as Volunteer
Transportation Services, provides rides to the
transportation disadvantaged, including older adults,
veterans, and persons with disabilities. Through
partnerships with community organizations, existing
transit and volunteers, individuals will have increased
access to transportation services necessary for
maintaining independence.

6. VTS Goal
Goal
To provide transportation options to older
adults, veterans and adults with permanent or
temporary disabilities in the nine-county
Centralina area by linking them with volunteers
who are able to drive them to their destinations.

7. The Importance of Mobility
Transportation is a lifeline service
for older adults, veterans, and
people with disabilities
People who cannot afford to own and operate
their own car, or are uncomfortable or unable to
drive need safe, reliable transportation

8. Current Transportation Gaps
• Public funds for transportation
are often limited
• State funding for public
transportation decreased
by 15% in recent years
• Eligibility criteria and destinations limit options
for transportation disadvantaged
• Need outweighing funds available

9. Initial Project Background
• Funding: NCDOT FTA Section 5310 grant for $198,000
• Period of Performance: December 2011- September 2013
• Study Area: Nine-county Centralina Region
• Objectives:
– Develop Mobility Management program for
the nine-county region
– Increase coordination between systems
– Establish one-call/one-click center
• Volunteer transportation was identified as a need
through this process

10. What is Volunteer Transportation?
• Volunteers using their personal vehicles to
transport those needing transportation
• VTS is operated by Centralina Connection, Inc.,
a non-profit organization whose mission is to
help residents throughout the Centralina area
in need of transportation

11. Why Volunteer Transportation?
• VTS allows neighbors to help
neighbors
• VTS may be able to provide
services for people who
otherwise would fall through
the cracks
• VTS System does not duplicate
service yet complements
existing services.

12. Benefits of VTS to Community
• Additional capacity for public transportation
systems
– Time of day
– Day of week
– Trip type
• Community linkages
– Conduit to serve specific communities
– Mitigate government funding cutbacks
– Develop relationships throughout area

13. Who can ride?
Eligibility: People who live in Anson, Cabarrus,
Gaston, Iredell, Lincoln, Mecklenburg, Rowan,
Stanly, or Union Counties and are:
• 50+
• Veteran
• Adult with a self described permanent or
temporary disability

14. Passenger Requirements
• Sign a liability release statement
• Sign a “Passenger Policy Manual”
• Undergo screenings for criminal backgrounds,
pending charges and sex offender registry
• MUST be an approved passenger before
making a request
• Understand that trips are not guaranteed, VTS
relies solely upon volunteer drivers

15. VTS Specifics
• Organized as a non-profit
– 15 person board of directors
– Includes representatives for each of the nine counties
• Complimentary service no fee, but donations are accepted
– Volunteers covered by $1M in supplemental liability
insurance. This comprehensive policy includes supplemental
medical coverage, auto liability and an overall umbrella policy.

16. VTS Staff Contacts
VTS
centralinavts@centralina.org
844-VTS-RIDE or 844-887-7433
Katie Kutcher
Aging Specialist
kkutcher@centralina.org
704-348-2705
Nikki Miller
Volunteer Transportation Specialist
nmiller@centralina.org
704-348-2711

17. Who Can Volunteer?
Be at least 21 years old
Own a vehicle
Maintain a clean vehicle in safe operating
condition, carry at least NC minimum liability
insurance
Have a NC driver’s license
Undergo background and driver record checks
Pass drug screening

18. Volunteer Characteristics
• Reliable
• Responsible
• Punctual
• Ethical
• Friendly

19. Volunteer Requirements
• Complete the Driver’s Application
• Sign page 3 of the Policy Manual
• Participate in Volunteer Training
• Pass a criminal background check,
driving record check and drug
screening
• Agree to participate in reoccurring
volunteer training throughout the
year

20. How Does it Work?
• Volunteers have complete control of their
schedule
• VTS will allow curb to curb or door to door
service agreed to by the volunteer driver
• Volunteer has the access and ability to
self-assign to a request
• Volunteers also can be called or emailed with
trip requests

21. Hours of Operation
• The Call Center (844-VTS-RIDE) will be open
and staffed Monday through Friday from 9:00
AM to 4:00 PM
• Trips may be arranged outside of this time
based on driver availability and passenger
need (including evenings and weekends)

22. Volunteer Benefits
• You determine your availability
• Comprehensive training
• Periodic volunteer appreciation events
• Umbrella insurance
• Mileage reimbursement
• Feeling of satisfaction knowing you are serving
the community!

23. Mileage Reimbursement
• Mileage reimbursement is
currently $0.14 per mile
• Reimbursement starts at the
time you leave your home and
ends when you arrive back home
• Scheduling software will
maintain mileage records once
trip completion report is entered
• Quarterly reimbursements will
be made to volunteers

24. Time requirements?
• VTS is flexible!
• Volunteers determine their schedule
• You can drive as much or as little as you like
(we ask that volunteer drivers provide at least 2 trips a month)
• You determine your available hours
• Volunteer drivers always have the choice to
confirm or deny trips

25. Certified Volunteers
• We are only as good as our volunteers! VTS
has a very thorough volunteer training
process. Before certification- volunteers must:
– Complete Volunteer Application Driver &
Passenger information sheet (page 13)
– Sign receipt of Driver Policy Manual (page 17)
– VTS Volunteer Provide copy of NC driver’s license,
proof of current insurance and current NC
registration
– Complete the Medical Form (page 19)

26. Insurance
• As a volunteer, you must have an active vehicle
insurance policy that meets or exceeds NC
requirements
• VTS provides an umbrella insurance policy in case of
accident or incident while performing volunteer
duties
• Personal insurance will provide primary coverage in
the event of an accident, VTS insurance is secondary
• Please refer to the CIMA handouts for specifics on
the VTS volunteer policy (page 31)

27. Insurance
• Drivers must update VTS with copies of
current driver’s license, registration cards
and auto insurance policies (insurance policies can
expire frequently)
• If there are any changes in coverage (companies,
cancellations or lapses) please notify VTS staff
immediately
• Passengers, escorts, and volunteers each
sign a liability release form

28. Pre-Trip
• Volunteer information is
added to the scheduling
software database
• Trip requests are
entered into the
database and able to be
viewed when you log in
• You have the ability to assign yourself
as the driver or simply keep scrolling

29. Pre-Trip
• VTS utilizes scheduling software
through Assisted Rides.
• Assisted Rides is designed for
organizations & communities
that provide rides for senior
citizens, people with disabilities,
etc.
www.assistedrides.com

30. Assisted Rides
View list of rides assigned and rides that need drivers.

31. Assisted Rides
Assign yourself as the driver!

32. Assisted Rides
Display Trip Manifest for details

33. Pre-Trip
• Volunteers are asked to contact the
passenger to confirm pick up time and
destination details. This is also
notification to the passenger that
(s)he has a volunteer for the trip!
• Page 21 in your handbook covers
what volunteers must do prior to
each trip
• Trip Information Log (page 23)

34. During Trip Expectations
• Be punctual
• Introduce yourself
• Confirm destination
• Emergency plan
• Seatbelts must be on before putting the car in
gear
• Always use signals when turning
• Follow all driving laws and safety measures

35. During Trip
• When you arrive at the destination, confirm that
the passenger knows where they have arrived
• Ensure the passenger is safely at their destination
before leaving the site
• At the end of the trip, give the passenger the
donation request and VTS report card (pages 29
& 30). Explain to them their feedback is
important!

36. Post Trip
• Review procedures on page 22
– Complete Trip Information Log
to be submitted quarterly
– Complete the trip in Assisted
Rides

37. Murphy’s Law

38. Cancellation Procedures
• If you, the volunteer driver, need to cancel a scheduled ride,
please remove yourself as the driver for a ride in Assisted
Rides and contact VTS immediately.
• If you attempt to provide a ride and the passenger is unable
to ride or is a no-show, there will be an entry in the Assisted
Rides website reflecting a “no-show”. The volunteer driver will
still get credit for the mileage incurred.

39. Safety First
Pre-Trip Actions
• Walk around the vehicle
• Check mirrors, wipers, turn signals
lights and seatbelts
• Ensure the interior of your vehicle
is clean and free of debris
• Check fluid levels
• Check brakes to see that they are working properly

40. Safety First
While conducting your volunteer assignment, if
you feel that a passenger needs more assistance
than you can provide, please contact VTS
immediately before the ride begins.

41. Accidents & Incidents
• Contact VTS immediately
• Complete and file the
accident/incident report
within 24 hours
• Refer to page 25

42. Illness
• Sick Passenger:
– Return passenger back home if
they wish or take them to the
nearest clinic or hospital or call
911
• Sick Volunteer:
– Contact VTS. VTS will attempt to
make other arrangements

43. Weather Conditions
• Monitor news during periods of
threatening weather
• Do not take unnecessary risks
by driving when conditions are
unsafe

44. Vehicle Breakdown
• Try to maneuver your vehicle to
the side of the road
• Turn on your four way flashers
• Open hood of car
• Contact roadside assistance or law
enforcement officer
• Contact VTS
• Alternative transportation will be
arranged for passenger

45. Seatbelts
You must comply with North Carolina Law
requiring everyone in the vehicle must
wear a seatbelt.

46. What to have in your vehicle:
• Volunteer Manual
• Paper Towels
• Tissues
• Small Waste Basket

47. Safety Procedures
• The safety of VTS volunteers and
passengers is of the utmost importance
• Please follow all Safety procedures as
outlined in the Policies & Procedures
Manual
• In addition to these policies you will receive
first aid training

48. Conduct & Customer Service
• Refer to the Driver Policy Manual (A5 on page 15)
• Treat each passenger with respect and dignity in the
same fashion that you would like to be treated.
• Be a good listener, enjoy the conversation and
participate if you feel so inclined.
• All information, especially medical information,
about your passenger is confidential.

49. Passenger Assistance
Helpful Hints:
• When you arrive at the pickup location
– Greet the passenger
– Show them your VTS badge to confirm your identify
• If you’d like, ask if you can help the passenger to and
from the car by offering an arm and guiding them if
they ask– this can help prevent accidents and
promotes safety.

50. Report Card
• The Driver will give each
passenger a Report
Card and postage-paid
envelope
• Driver will add their
name and date of trip
• This will assist with
Customer Service

51. Passenger Donations & Contributions
• Each trip is at no cost to the
passenger, but there is an
expense for providing the
service
• Drivers must not accept tips,
but instead give contribution
information and postage-paid
envelope to each passenger
• Passengers will place any
completed envelope in the
mail to VTS

52. Serve the community!
"Without community service, we would not have a
strong quality of life. It's important to the person
who serves as well as the recipient. It's the way in
which we ourselves grow and develop..."
~Dr. Dorothy I. Height
“No joy can equal the joy serving others.”
~ Sai Baba