Mobility Management: Group 1. Facilitator: Reginald (Rex) Knowlton, United We Ride Ambassador,...

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Mobility Mobility Management: Management: Group 1 Group 1

Transcript of Mobility Management: Group 1. Facilitator: Reginald (Rex) Knowlton, United We Ride Ambassador,...

Page 1: Mobility Management: Group 1. Facilitator: Reginald (Rex) Knowlton, United We Ride Ambassador, Region 3 Facilitator: Reginald (Rex) Knowlton, United We.

Mobility Mobility Management: Management:

Group 1Group 1

Page 2: Mobility Management: Group 1. Facilitator: Reginald (Rex) Knowlton, United We Ride Ambassador, Region 3 Facilitator: Reginald (Rex) Knowlton, United We.

Mobility Management: Mobility Management: Group 1Group 1

Facilitator: Facilitator: Reginald (Rex) Knowlton, United We Ride Ambassador, Reginald (Rex) Knowlton, United We Ride Ambassador, Region 3Region 3

Catherine Brown, Executive Director, St. John’s Council on Aging, Catherine Brown, Executive Director, St. John’s Council on Aging, St. Augustine, FLSt. Augustine, FL

Monica Hamilton, Senior Policy Specialist, Division of Family Monica Hamilton, Senior Policy Specialist, Division of Family Assistance Policy, Charleston, WVAssistance Policy, Charleston, WV

Santo Grande, CEO, Delmarva Community Services, Cambridge, Santo Grande, CEO, Delmarva Community Services, Cambridge, MDMD

Phillip Anderson, Director/Mobility Manager, LIFT of Southwest Phillip Anderson, Director/Mobility Manager, LIFT of Southwest Wisconsin, Dodgeville, WIWisconsin, Dodgeville, WI

Marion Denney, Project Manager 111, Dallas Area Rapid Transit, Marion Denney, Project Manager 111, Dallas Area Rapid Transit, Dallas, TXDallas, TX

Bridget Brown, Executive Director, National Association of Bridget Brown, Executive Director, National Association of Workforce Development Professionals, Washington, D.C. Workforce Development Professionals, Washington, D.C.

Xavier Bañales, Executive Director, LULAC Project Amistad, El Paso, Xavier Bañales, Executive Director, LULAC Project Amistad, El Paso, TXTX

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Universal Access is the Foundation

““Mobility is a citizen Mobility is a citizen right”right”

Offer service that would be a service-

of-choice

Barn Raising

Building an Accessible Resource Network

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Question 1:Question 1:What mobility solutions What mobility solutions are important to you and are important to you and

your organization?your organization?

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Barn raising: Barn raising: Foundation: Universal Foundation: Universal

AccessAccess

Open, flexible choice Open, flexible choice system based on customer, system based on customer, not provider, neednot provider, need Congruent, diverse options for Congruent, diverse options for

allall Unifying multiple providersUnifying multiple providers Inventory as conduit for dialogueInventory as conduit for dialogue Mobility manager based outside Mobility manager based outside

of transit, can speak to and of transit, can speak to and advocate for all audiences and advocate for all audiences and modesmodes

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Barnraising: Barnraising: Mobility as a Citizen RightMobility as a Citizen Right

Uncertainty of current economic Uncertainty of current economic timestimes

Local political dynamicsLocal political dynamics Mobility management expresses the Mobility management expresses the

ethic of good community ethic of good community transportationtransportation

Create a culture of exchange (quid Create a culture of exchange (quid pro quo)pro quo)

Commitment to flexibilityCommitment to flexibility

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Barnraising: Service of Barnraising: Service of ChoiceChoice

Vitality Vitality AttitudeAttitude Frequency of serviceFrequency of service Concierge approachConcierge approach ReliabilityReliability Matching patterns of Matching patterns of

traveltravel Assessing customer Assessing customer

expectationsexpectations

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Question 2: How would Question 2: How would your your

organization/community organization/community create mobility create mobility activities? What activities? What

resources are needed?resources are needed?

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Gathering the NeighborsGathering the Neighbors Identify a core group of change agentsIdentify a core group of change agents Negotiate common vision, mission, valuesNegotiate common vision, mission, values

within core groupwithin core group Pull in other playersPull in other players

ADA providersADA providers Community action programsCommunity action programs Human service agency providersHuman service agency providers RidersRiders Advocacy groupsAdvocacy groups Workforce development communityWorkforce development community Transportation system workersTransportation system workers Players that developed coordinated planPlayers that developed coordinated plan Economic development/businessEconomic development/business Transportation management associations/organizationsTransportation management associations/organizations FundersFunders

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Applying the Necessary Applying the Necessary ToolsTools

Powerbase (one or more empowered “doers” Powerbase (one or more empowered “doers” w/personal passion, credibility in community, w/personal passion, credibility in community, salesmanship; can be non-transportation [e.g., salesmanship; can be non-transportation [e.g., committed private citizen])committed private citizen])

Public support, groundswell, civil rights advocatesPublic support, groundswell, civil rights advocates Pre-developed plans (transit development plan, Pre-developed plans (transit development plan,

transportation coordination plan)transportation coordination plan) Data that capture needs and resources (e.g., Data that capture needs and resources (e.g.,

surveys, inventories)surveys, inventories) FundingFunding Non-stop promotion: constant and cumulativeNon-stop promotion: constant and cumulative Appropriate land use regulations Appropriate land use regulations Supportive technology (ITS)Supportive technology (ITS)

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Question 3: Question 3: Steps to Create Mobility Steps to Create Mobility Management ActivitiesManagement Activities

and and Readiness of CommunityReadiness of Community

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StepsSteps Identify need through engagement w/communityIdentify need through engagement w/community Promotion (wink in the dark)/BrandingPromotion (wink in the dark)/Branding Continuous improvement and adaptation to Continuous improvement and adaptation to

changing needschanging needs Involve land use planners and transit in land Involve land use planners and transit in land

development decisionsdevelopment decisions Engage in public/private partnershipsEngage in public/private partnerships Institutional issuesInstitutional issues Commingle trips & fundingCommingle trips & funding Creating opportunitiesCreating opportunities Sustainability funding, bartering servicesSustainability funding, bartering services

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Readiness of our Readiness of our CommunitiesCommunities

GoodGood Interest in placeInterest in place Momentum can be triggeredMomentum can be triggered Funding/PlanningFunding/Planning Right playersRight players

Mixed: Mixed: Right players at the tableRight players at the table Full-time mobility managerFull-time mobility manager Buy-in establishedBuy-in established Identify functionality Identify functionality

Not yet:Not yet: Mobility manager not in positionMobility manager not in position Components not in place - criticalComponents not in place - critical

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Readiness: Part 2Readiness: Part 2 Positioning:Positioning:

Awareness of needAwareness of need Need to explore more resources Need to explore more resources Identifying playersIdentifying players

EvolvingEvolving Much is in placeMuch is in place Need to increase awarenessNeed to increase awareness Expand on needExpand on need

In Process: In Process: Intense contacts w/doctors and religious leadersIntense contacts w/doctors and religious leaders Transit providers not yet not person centeredTransit providers not yet not person centered

UsersUsers Some ready, some not for one-stop Some ready, some not for one-stop

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Question 4: Question 4: Assumptions/DependenciAssumptions/Dependencies Critical to Success of es Critical to Success of

Mobility SolutionsMobility Solutions

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Assumptions/Assumptions/DependenciesDependencies Core group to lead it w/buy inCore group to lead it w/buy in

Recognize that is necessary and desirableRecognize that is necessary and desirable Culture that’s open to changeCulture that’s open to change Build on existing resources Build on existing resources ““Volunteer mentality” in communityVolunteer mentality” in community Connect with the people on the ground (drivers, Connect with the people on the ground (drivers,

direct service providers)direct service providers) A means to tie into a Web-based network of A means to tie into a Web-based network of

resourcesresources Successful brand Successful brand Face of mobility management: dynamic, infectious Face of mobility management: dynamic, infectious

championchampion Training/agency supportTraining/agency support Salesmanship/interpersonal skills criticalSalesmanship/interpersonal skills critical Ability to tailor message to target audienceAbility to tailor message to target audience

Funding optionsFunding options

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Question 5: How would Question 5: How would you know when you have you know when you have

achieved mobility achieved mobility solutions you needed? solutions you needed?

What measures need to What measures need to be tracked and reported?be tracked and reported?

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MeasuresMeasures Traditional quantitative measures (are we measuring the right Traditional quantitative measures (are we measuring the right

thing? misleading?)thing? misleading?) Increased ridershipIncreased ridership Increased revenuesIncreased revenues Information and referral numbersInformation and referral numbers

Mobility management measured by qualitative, ultimately Mobility management measured by qualitative, ultimately subjective measures (truly a demand-response type system)subjective measures (truly a demand-response type system)

Customer communicationCustomer communication Survey resultsSurvey results Complaint volumeComplaint volume Toll-free hotline: How am I doing?Toll-free hotline: How am I doing? Letters to the editorLetters to the editor

Turnbacks/denialsTurnbacks/denials Increased utilizationIncreased utilization Publicity, awards, commendationsPublicity, awards, commendations Increased level of sustainabilityIncreased level of sustainability Employee morale/turnoverEmployee morale/turnover Goals/performance measuresGoals/performance measures

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Question 6: What else?Question 6: What else?

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What Has Been Left OutWhat Has Been Left Out

Relevant way to assess quality componentRelevant way to assess quality component Mobility management: quality, not quantity, drivenMobility management: quality, not quantity, driven Extent of diversity of providersExtent of diversity of providers Measurement of this essentially demand-response system is Measurement of this essentially demand-response system is

subjectivesubjective How to measure modal shifts/utilizationHow to measure modal shifts/utilization

Difficult integration with traditional (transit) Difficult integration with traditional (transit) performance measurementsperformance measurements

Mobility management responds to quality-of-life issuesMobility management responds to quality-of-life issues What about escorts/personal attendantsWhat about escorts/personal attendants Level of service (e.g., door-through-door)Level of service (e.g., door-through-door) What happens w/o mobility management?What happens w/o mobility management? How will economic events impact mobility How will economic events impact mobility

management?management?