WA State Transportation
Brokerage Services –
Model for Mobility
Management
Christie Scheffer, EVP/COO
Paratransit Services
PARATRANSIT SERVICES
 Private, Non-profit since 1980 – specializes in
transportation call centers, Medicaid
brokerages, and public transit operations in
California, Washington and Oregon.
 Piloting Broker in WA State – Currently
provide brokerage services for 9 counties,
brokering over 1 million trips per year.
What Is A Transportation Broker
 A firm that specializes in:
– arranging and monitoring transportation
services for individuals with special
needs while ensuring funders regulatory
requirements are being met.
The WA State Brokerage System
 The system was established in 1988 by DSHS to Broker
Non-Emergency Medical Transportation
 The Brokerage System is a state-wide system with 6
Brokerages providing services to 13 regions.
 In 2002, DSHS added Interpreter Services
 Subcontracts with an established network of providers.
 Provides Rural and Urban transportation.
WA State - Persons/Sq. Mile
Medical Assistance Administration Transportation Brokers
San Juan
Whatcom
Pend
Oreille
Okanogan
Island
Ferry
Region
3A
Stevens
Skagit
Region 1B
Clallam
Region 3B
Region 6A
Region 1A
Snohomish
Jefferson
Region 4
Chelan
Spokane
Lincoln
Douglas
Region 1D
Kitsap
King
Maso
n
Pierce
Grays Harbor
Thurston
Region 1C
Kittitas
Grant
Whitma
n
Adams
Region 5
Region 1D
Region 6B
Pacific
Franklin
Lewis
Cowlitz
Skamania
Region 2
Benton
Region 6C
Klickitat
Note: Mason County is divided, with the
Northern half in Region 5 and the
Southern half in Region 6.
As of January 1, 2011
Columbia
Yakima
Wahkiakum
Clar
k
Garfield
Walla Walla
Asotin
NEMT
Pyramid
4 Full-Time DSHS/MAA Managers
Average “Internal” Cost: Less Than
$0.25/Trip
6 Independent Brokers Serve 13 Regions
Statewide
Average “Administrative” Contract Cost:
About $3.05/Trip
165+ Subcontractors & 26 Transit Agencies Provide
Trips Using 6,000 Vehicles
Average “Service” Contract Cost: About $17.01/Trip
Clients currently receiving 2.9 Million Trips/Year: That’s About
11,155 Trips/Day – EVERY DAY!
Total Contract Cost: About $20/Trip
What Does A Transportation Broker
Provide
 Ensures adequate resources are available
 Matches client need with lowest cost, most
appropriate resource
 Ensures cost efficiency
 Ensures system safety
 Ensures Regulatory Compliance (local,
state, federal, etc.)
Brokerage services include:
Call/Contact Center: Eligibility screening,
Reservations, Scheduling and Dispatch
Contract Administration
Quality Assurance
Billing and Auditing
Driver Training and Drug & Alcohol
Consortium services
Matches client need with available
resources
 Available resources include but not limited
to:
–
–
–
–
–
–
Bus passes
Mileage Reimbursement and Fuel Cards
Sedans and Vans
Wheelchair Accessible Vehicles
Volunteer Networks
Lodging and Meals; Commercial bus, air, train
Ensures Cost Efficiency
 Finds lowest cost most appropriate mode of
service
 Share rides to eliminate duplication of
services
 Creates competition between transportation
companies to ensure best cost solutions
 Fraud prevention protocols
Ensures System Safety
 Operator and Pre-Employment Standards
 Training Standards
 Vehicle Standards
 Service Standards
 Reporting Standards
 Insurance Requirements
 Rider Standards
Technological support
 Online Trip Request, trip check and cancel
 IVR system – calls with next day trip reminder
 Online Transportation Provider Net –
– Receive trip information online
– Perform Billing online
 Online request for Interpreter Services and other
programs
 Scheduling Software and phone system
Once the Brokerage is established,
other services can now be added!
 Interpreter Services
 McKinney Vento Transportation
 Beyond the Borders
 Other types of Coordination
Interpreter Services
 Established in 2002
 Medical Providers contact Brokerage for IS
 Broker contracts with IS Agencies
 Projected to save $8 million in first 2 years. Real
savings- $8 million in first 6 months
 Currently saving $1 mil. per mo
McKinney Vento Transportation
 The No Child Left Behind Act – unfunded mandate
 Project Partners: Paratransit Services, one other WA
State Brokerage, six school districts and PSESD.
 The School Districts contact the Brokerage for their
county, and refer students for transportation. Created
significant administrative efficiencies.
Beyond the Borders
 Project Partners: Pierce Transit, Paratransit Services,
and Pierce County Community Services.
 Funds: Special Needs, JARC and Community
Development Block grant funds
 Connect people who live outside of the transit
boundary to essential services by bringing them into
the transit service area, using Broker Transportation
Providers to transport to the nearest Park & Ride.
Other Types of Coordination
 Tribal connections – 2 examples
– Feeder route
– Tribal Transportation Providers
 Major Urban Medical Center – onsite Mobility
Management Kiosk
 Volunteer center
 Sponsor-A-Ride (donation system)
 Veterans Project (allow Veterans to piggy-back existing
DSHS trips) (goal is to turn this into a rural shuttle)
 Caregiver Transport
 Meal Site
 Rural Medical Shuttle – Partners: DOT grant, Medicaid,
Medical Partner and transit funding (gen. public may
ride/min.$)
 Gorge Translink- 5 counties/2 states – coordinates
transport along 200 mile corridor in OR and WA
Brokerage Model Benefits
 Provides infrastructure to coordinate a variety of
services
 Ensures adequate resources are available
(transportation providers or Interpreters)
 Matches client need with available resources
 Ensures cost efficiency
Benefits to the Users
 Ensures system safety
 Ensures Regulatory Compliance (local, state,
federal, etc.)
 Continues to expand capacity for mobility
management and coordination by leveraging
resources of various funders.
Contact:
Christie Scheffer, EVP/COO
Paratransit Services
cls@paratransit.net