Paratransit Manager's Skills, Qualifications, and Needs

Document Type


Publication Date


Subject Area

planning - surveys, planning - education, mode - paratransit, literature review - literature review


Americans with Disabilities Act, Case studies, Communications, Customer relations, Education, Ethics, Interviewing, Knowledge, Literature reviews, Managerial personnel, Paratransit services, Qualifications, Skills, Surveys, Transit operating agencies


This synthesis documents current requirements for being a paratransit manager and actual experiences of current paratransit managers in their positions. Transit managers, policy makers, educators, trainers, human resource directors, and stakeholders, as well as current and future paratransit professionals, will find the results valuable in determining action steps needed to enhance the profession and paratransit service delivery. In addition, it offers information from general managers, chief operating officers, and paratransit advisory committees about college degrees desired and guidance offered aspiring paratransit managers. Technology proficiency and knowledge of the Americans with Disabilities Act were identified as the most needed skills. College educations were recommended by a majority of the professionals, with business management identified as the most desirable area of study; however, aside from this, successes in the field were attributed to specifics such as ethics, customer relations, communications, management and supervision, and sensitivity. This synthesis contains information derived from survey data collected from selected transit agencies throughout the United States; a literature review; American Public Transportation Association, Community Transportation Association of America, and Easter Seals Project ACTION website material; as well as interviews with organizations' and agencies' staffs selected for profile documentation. The profiles of selected paratransit managers represent a variety of types of service provided, agency size, and individual tenure in the field. A survey was undertaken to acquire information on methodologies used in a variety of situations, satisfaction with these methods, and suggestions for improvements. Following a review of the survey results, case studies were developed that included transit agencies of various sizes and from different geographic regions, agencies with a variety of approaches and methods related to ridership forecasting, and agencies that could offer insight to the industry as a whole.


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