Section 2: Start-Up

Sponsoring Agency

The sponsoring agency is the primary organization that operates the voucher program. This agency will identify staff to serve in each of the key roles from the organizational side:

1. program manager

2. transportation coordinator

3. bookkeeper

This agency is also responsible for establishing program policies, ensuring the organization has sufficient liability insurance, and can pay transportation providers in a timely manner.

Program Manager

The program manager oversees the entire program. They make sure everyone is completing their roles appropriately and provide supervision and support to the transportation coordinator and other staff who are responsible for implementing voucher programs. For example, they may work with the bookkeeper to make decisions about the budget and approve payments. This person may also interface with funding agencies, such as the Department of Transportation, to complete reporting requirements.

Transportation Coordinator

The transportation coordinator is the primary point of contact between the sponsoring agency and the consumers, as well as the providers. The coordinator should seek to develop partnerships with transportation providers and local leaders focused on addressing transportation needs in the community. They may negotiate with existing providers to participate in the voucher program and work collaboratively to develop clear policies and procedures so consumers may use these services as part of the voucher program. The transportation coordinator also works directly with consumers to develop an Individual Transportation Plan (ITP) and trains them on using the vouchers effectively and tracking and reporting usage. Depending on an agency’s capacity and needs, they may want to consider staffing multiple transportation coordinator positions.

Bookkeeper

The bookkeeper reviews all submitted reports and tabulates the data. They look at how many rides were given by transit providers and volunteer drivers, and the purposes and distances of each trip. In this role, they make sure all the data submitted is correct and accurate. They may work with the transportation coordinator and program manager to verify the data and submit payments and invoices.

The Rider

The rider (e.g., CIL consumer) plays a central role in voucher programs. The first step for a rider is program enrollment, which includes completing a few forms and developing an Individual Transportation Plan (ITP) with the assistance of the transportation coordinator. Riders are responsible for identifying and choosing their drivers or providers, ensuring that the rides they take are in safe vehicles with a licensed and insured driver, keeping track of their balances, and reporting their trips to the sponsoring agency.

Transportation Provider

The transportation provider could be a public or private transportation provider, such as a fixed-route bus, dial-a-ride, or taxi service. Ideally, there would be a pre-arranged agreement between the provider and the sponsoring agency to participate in the voucher program to establish clear policies and procedures for tracking rides and making payments.

Alternatively, the transportation provider may be a volunteer driver who is willing to provide rides in exchange for mileage reimbursement. This is usually a consumer’s personal contact, such as a family member, friend, or neighbor. In this case, both the consumer and volunteer driver will report the ride to the sponsoring agency for verification and payment.