Section 3: Program Management

Volunteer Drivers

There are two primary ways that volunteer drivers can engage with a voucher program. Consumers can find and manage transportation with their own volunteers, or the transportation coordinator can organize volunteers. When consumers take responsibility for organizing their own volunteer drivers, the sponsor agency’s (e.g., CIL) liability is minimal. However, if the sponsor agency takes responsibility for organizing a pool of volunteer drivers, its liability increases. In most cases, the consumer will be responsible for managing rides with volunteer drivers and take on the responsibility of verifying that their driver is licensed and insured.

We recommend that the CIL collect some basic information about volunteer drivers participating in the program. This helps the CIL verify that the volunteer is providing transportation to their consumer, and the CIL can reimburse the volunteer driver directly. Most funding agencies will also prefer that drivers are paid directly from the sponsoring agency (e.g., CIL) rather than through the rider, but this could be different based on how your specific program operates or funding source. Some CILs take a totally hands-off approach and entrust the consumer to reimburse volunteer drivers directly.

Our volunteer driver enrollment form collects payment information, contact information, and serves as a liability waiver. This form is available for free through our Google Suite of tools (see “Section 6: The Tools” for more information).

Explain Program Operation

In most cases, the sponsoring agency (e.g., CIL) takes on more responsibility for managing the relationships with public and private providers. Long-term success involves trust and reciprocity.

“When it comes to working with transit providers, you have to be open to whatever is easiest for them. Some places they want us to buy prepaid bus tickets or punch cards… Some places are completely fine with us sending them the names of riders, then they invoice us once a month.” – CIL staff member

In a transportation voucher program, trust and reciprocity are built through consistent expectations, clear communication, and reliable follow-through. Providers bring valuable expertise for understanding local transportation systems. Respecting their expertise can improve the program and deepen the relationships. Disagreements are inevitable, but when approached with a desire to understand and a spirit of compromise, they can strengthen a partnership. Keep in mind that your voucher program should serve to supplement these services rather than compete with them. Finally, don’t forget to make room for simple human connection – building rapport can help alleviate or prevent misunderstandings or inaccurate assumptions.

Another aspect to consider is how providers will want to process vouchers and invoices. The tools provided in this toolkit are designed to meet the internal needs of CILs operating a transportation voucher program. However, providers may also have their own accounting systems and procedures to process payments and invoices. As such, CILs should be prepared to be flexible when handling external business with providers. For example, the frequency of reimbursements may vary based on provider preferences. Some providers may want the sponsoring agency to purchase punch passes as a form of voucher, while others may keep a rider log. While this might create more work early on as your CIL seeks to fit the context of each provider, this makes the long-term administration of your program more efficient.

Program managers have also noted that these systems evolve over time. The sponsoring agency and provider will discover mutually beneficial ways to improve all of these trip tracking, verification, billing, and reimbursement processes. An early willingness to accommodate the provider, followed by collaborative refinement of these administrative systems, both improve the quality of the program and facilitate positive interpersonal relationships with the provider.