Section 3: Program Management

Bookkeeping Steps

The general steps involved with bookkeeping include: 

1. Riders submit vouchers and trip logs 

2. Providers submit voucher receipts for reimbursement

3. Transportation coordinator reviews and verifies trip logs and vouchers

   • Number of rides

   • Purpose

   • Date

   • Distance

   • Provider

4. Bookkeeper tabulates invoices and payments

5. Program manager conducts final review

6. Payments sent out

Trip Tracking

At the core of the bookkeeping process is trip tracking. For riders, trip tracking is fairly straightforward. They record their trips using a rider log. This should include information such as the date, purpose, distance, and provider. 

“I go through my appointment cards and write down all my days. I always make notes of the mileage and where I went, then I would go through later and put my driver’s name and my signature on it. I would just write down my miles and what I was doing.” – CIL consumer

Accurate bookkeeping begins with the transportation coordinator equipping riders with the right information and tools during the orientation and enrollment process. If this step is mishandled, it can create a ripple effect of mistakes down the line.

This toolkit includes physical and digital options for completing trip logs and tracking voucher use. The physical vouchers and trip logs must be filled out and mailed by the consumer, then entered manually by CIL staff into a spreadsheet. The digital voucher automatically populates information into an online trip log managed by the transportation coordinator. The digital tools automate many aspects of trip tracking, helping CIL staff manage the flow of information from riders, volunteer drivers, and transportation providers.

We also provide two options for volunteer drivers to record the rides they provide. If using physical vouchers, they can mail the receipt to the CIL for reimbursement. The CIL will then need to manually verify the receipt with the trip log submitted by the consumer. With the digital system, they will fill out a digital receipt, which automatically records the trip in the online trip log and verifies it with the digital voucher submitted by the consumer.

While the physical and digital tools in this toolkit have been designed to work together, we recommend that the rider and volunteer driver use the same method to record their trips for simplicity. The rider should work with their volunteer driver to decide if they will use the physical or digital vouchers.

Other providers, such as public bus systems or private taxicab companies, probably already have their own systems for tracking trips and riders. They will likely want to continue using their own systems for tracking voucher usage. Or, if they are flexible, they may be open to using the systems provided in this toolkit. Either way, it’s a good idea to remain open and adaptable. As this arrangement evolves, you may realize that a different trip tracking system makes more sense and adjust as needed.

Accurate trip tacking will help make reimbursing providers and generating reports much easier and more efficient.

Bookkeeping and Relationship Management

Bookkeeping in a voucher program is not just a clerical task- it’s intricately connected to the human interactions that sustain it. Maintaining good relationships with volunteer drivers and transportation providers requires consistent and easy-to-understand systems, timely payments, and a willingness to troubleshoot issues. Riders may need support understanding how to log their trips accurately, especially if they are new to the program or struggle with the paperwork. A missed signature or incorrect entry can delay reimbursement and create frustration. A breakdown in the bookkeeping process can damage trust, discourage participation, or threaten funding.

On the flip side, a clean bookkeeping process can greatly enhance the efficiency of the program, enhance the buy-in of all collaborators, or generate new relationships. Funders will require routine reports, and strong bookkeeping can generate good impressions of the program, improving the chances of sustained or improved funding. These reports can also be used to demonstrate program impact when advocating with local legislators or recruiting new program partners. Ultimately, effective bookkeeping is about more than just numbers; it’s about building and maintaining trust. Riders trust that their trips will be counted, providers trust that the program will honor its commitments, and funders trust that their dollars are being used responsibly. If all three of these criteria can be met, your program is on its way to becoming sustainable.