Vehicle Operator Recruitment, Retention, and Performance in ADA Complementary Paratransit Operations

Document Type


Publication Date


Subject Area

mode - paratransit, organisation - management, organisation - performance, place - north america


Americans with Disabilities Act, Best practices, Paratransit services, Personnel performance, Personnel retention, Productivity, Quality of service, Recruiting, Transit operating agencies, Transit operators


This report provides guidance on the relationships that influence and enhance operator recruitment, retention, and performance in American with Disabilities Act (ADA) complementary paratransit services. This report includes examples of programs, efforts, and industry best practices and provides suggestions and methods for improving operator recruitment, retention, and performance. The information in the report is formulated to help public transit agencies improve productivity, manage costs, and offer passengers improved ADA paratransit service quality. The report covers ADA complementary paratransit services that are contracted out, provided in-house, or operated through a brokerage. This report will be helpful to public transit agencies and paratransit service providers.