Mobility Mobility Management: Management:
Group 1Group 1
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
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
Question 1:Question 1:What mobility solutions What mobility solutions are important to you and are important to you and
your organization?your organization?
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
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
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
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?
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
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)
Question 3: Question 3: Steps to Create Mobility Steps to Create Mobility Management ActivitiesManagement Activities
and and Readiness of CommunityReadiness of Community
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
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
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
Question 4: Question 4: Assumptions/DependenciAssumptions/Dependencies Critical to Success of es Critical to Success of
Mobility SolutionsMobility Solutions
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
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?
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
Question 6: What else?Question 6: What else?
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?
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