The WIRE

TARC Has Issued the Following Update to TARC 3 Clients

Valued TARC Partner: 

We want to assure you that TARC is working full-time to resolve the issues happening with our paratransit services due to the recent transition from First Transit to MV Transportation.  For weeks we have been working on a transition plan and things had been running smoothly.  What we did not plan for accordingly was the resistance from drivers regarding a change in their pay structure.  There were proactive communications about the change in pay structure as well as a willingness of MV Transportation to interview and hire all of the qualified drivers from the previous contract with First Transit.  Unfortunately, many of the concerns of the drivers were not brought to our attention until after the transition started on 1/31. 

On the first day of the transition, we had a 97% completion rate for services.  Those numbers diminished significantly in the last few days.  We feel this is a communication and labor issue and we are aggressively trying to fix both.  Below are some of our actions that are either in place or will be taking place within the next 48 hours. 

Immediate Action Items: 

• MV and Z-Trip are national providers with drivers in different cities.  Both are working to bring in additional drivers from other markets to assist that are available immediately.
• Leadership from all agencies (TARC, MV, Z-Trip) are meeting to discuss contingency plans for the short term.
• TARC has increased staffing for the “Where’s My Ride” hotline to address issues as they come in and answer customer questions.
• TARC IT department is working to increase the number of active phone lines from 90 to 150 for customer service.
• TARC staff is working to support customers by calling unassigned stops to communicate service issues to customer.

Short Term Action Items: 

• Z-Trip is actively recruiting qualified additional drivers from local rideshare companies with paratransit experience.
• Z-Trip is working with union employees to interview remaining qualified employees who haven’t been placed.
• TARC is communicating with Louisville Urban League and Metro United Way to fast track open positions for qualified drivers.

We will continue to keep you informed with the progress being made.  As always, we strive to be the best partners and be a great service provider and we will continue to do both with continuous improvements.