2. Overview Welcome & Introductions MTM Overview
Accessible Dispatch vs. AAR
History of Accessible Dispatch
Expanded Accessible Dispatch
Accessible Dispatch Vehicles & Driver Training
Q&A

3. Who is MTM?
Managing non-emergency medical transportation (NEMT) since 1995
Family-owned & operated
Extensive experience managing large-scale transportation programs
Operations in 27 states & DC
16 million annual trips

4. MTM in New York City
The Dispatch Operations unit & the Quality Assurance department that support the Accessible Dispatch Program are based in MTM’s Brooklyn office

5. NYC Public Transit Accessibility
As of January 2018, 118 NYC subway stations are accessible— that’s just 22%

6. *Except in case of on-demand pilot program
Accessible Dispatch
Access-A-Ride
Cost
Metered fare
$2.75 per trip
Scheduling
On-demand & advance booking
Schedule at least a day in advance*
Schedule by phone, web, or app
Schedule by phone*
Payment
Cash, credit, or debit
Cash
Vehicle Types
Yellow & green WAVs
Yellow, green & livery vehicles
Additional Riders
No extra charge
Each additional rider pays $2.75
Eligibility
Anyone can use the program
Individuals must be eligible
*Except in case of on-demand pilot program

7. The History of Accessible Dispatch
2012
TLC launched Accessible Dispatch in September 2012 as a 24/7 accessibility program
Manhattan only
233 yellow WAVs
Today
Serves all five boroughs
More than 2,000 yellow & green WAVs
Managed by MTM in partnership with TLC

8. Access the City Like Never Before
Expanded service area—pick-ups & destinations in all five boroughs
More vehicle coverage
Improved technology—new app & engagement with technology partners
More resources & support for drivers

9. Trip & Technology Improvements
New & improved mobile app
Trip tracking
ETAs
Driver & passenger communication

10. Using the Accessible Dispatch App
Step 1:  Download the app, Accessible Dispatch NYC, on your iPhone or Android device; once you download the app, you’ll be prompted to register

11. Using the Accessible Dispatch App
Step 2: Enter your pick-up address, or pull up a favorite address from your saved locations

12. Using the Accessible Dispatch App
Step 3: Enter number of passengers (including yourself & anyone with you), select your vehicle type if you have a preference & add optional notes for your driver

13. Using the Accessible Dispatch App
Step 4: Enter your desired pick-up time & hit “place booking” to book your trip

14. Using the Accessible Dispatch App
Step 5: Receive confirmation texts after you book your trip, as well as texts when your vehicle is dispatched & when it arrives at your pick-up location

15. Vehicle Types
Vehicle Types

16. Vehicle Comparison – Passenger
Ramp: Width/Length
Interior: Width/Length
Capacity
Nissan NV 200
30" x 60"
31" x 51"
1 passenger using a wheelchair plus 1 passenger not using a wheelchair, or 4 passengers not using wheelchairs
Dodge Grand Caravan
34" x 47"
34" x 60"
1 passenger using a wheelchair plus 4 passengers not using wheelchairs
Ford Transit Connect
31" x 65"
Older Version: 1 passenger using a wheelchair plus 1 passenger not using a wheelchair
Newer Version: 1 passenger using a wheelchair plus 4 passengers not using wheelchairs
Toyota Sienna
32" x 51"
33" x 62"

17. Passenger & Vehicle FAQ’s
Can I request a certain vehicle type?
Yes, you can request a specific vehicle when you book a trip. Passengers may request a larger vehicle, or request the Nissan NV200 if they need a vehicle with a hearing loop.
What if my mobility aid does not fit in the vehicle, or the number of my passengers exceeds the vehicle capacity?
The driver should call the driver hotline. The driver will receive a cancellation payment. The dispatcher will send out a new vehicle to accommodate the passenger(s).

18. Passenger & Vehicle FAQ’s
Can my service animals be transported in TLC-licensed vehicles?
Yes, drivers are required to transport service animals under TLC rules.
Is the driver responsible for stowing my mobility aid?
Yes, if you wish to transfer from your wheelchair or walker, the driver can help you into the vehicle and stow your mobility aid.
How do I know the fare that I will be charged?
You will pay the metered fare with no extra cost. You can find the current rate of fare on the TLC website.

19. The Complaint Process
Filing a 311 complaint pertaining to ramp/securement issues, driver customer service, service animal refusals, or any other issues concerning Accessible Dispatch service is the best way to ensure a complete record of driver/vehicle issues & ensure appropriate follow-up. If a complaint is filed only through the dispatch operations call center it would not be considered an official complaint.
The TLC follows up on every complaint received via 311, so your feedback will not go unnoticed. If you file a complaint, you should expect a return call from a TLC staff member who will ask for the details of the issue & collect information required for follow-up, such as the date/time of the trip, vehicle license number & driver license number.
The complaints process is detailed on the TLC website here: If you prefer, or if you have concerns with the 311 process, you can also leave feedback for MTM directly at MTM documents all complaints & shares complaints with the TLC when it is appropriate.

20. Training Drivers
Driver outreach & education focused on customer service
In-person refresher WAV & ramp operation training
Online & printed training resources
Dedicated driver hotline

21. Incentivizing & Enticing Drivers
Earn more with dispatch payments
Easy-to-use technology
No enrollment
Access more passengers
Help make New York City more accessible for all

22. Maximum Distance (Miles)
Dispatch Fee Payments
For every trip that a driver completes, they will earn a dispatch fee payment. This fee is paid by the TLC, not by the passenger.
Maximum Distance (Miles)
Dispatch Fee
Up to 0.5
$15
0.5 – 1
$20
1 – 1.5
$25
1.5 – 2
$30
More than 2
$35

23. We Want To Hear From You
Accessible Dispatch welcomes your feedback! We strive to always improve our booking & trip delivery processes
Let us know your thoughts:
Complete the form at
Call us at    us
our complaints administrator with any issues associated with the customer service experience:
Our Outreach team is always happy to come to meetings and events to present the program:

24. Q&A