Volunteer Drivers -
A Guide to Best Practices

Table of Contents

SECTION 1: Introduction
    What is the Volunteer Drivers Guide?
    Why Was This Guide Developed?
    How Was The Guide Developed?
    What formed the foundation of the guide?
    Who developed this guide?
    What Definitions Are Used?
    Why Are Goals Important?

SECTION 2: How to be a Sponsoring Organization
    Characteristics of a Sponsoring Organization
    Limiting Financial Exposure Related to Risk
    What Type of Insurance is Needed?
    Auto and Business Insurance
    Medical Insurance
    The Importance of Community Relations
    What Types of Personnel Policies Should Be in Place?
    Payment and/or Donation Policies
    Are Volunteers Reimbursed?
    What About Funding?
    Can the Services Be Subcontracted?
    Are Disabled Parking Privileges Available?
    What about Operating Across State Lines?

SECTION 3: Important Information about Riders
    Who Are the Riders?
    Should Riders Be Registered?
    Rider Identification
    Should Children Have Escorts?
    Rider Surveys Useful?
    What About Rider Grievances?

SECTION 4: Establishing and Managing a Volunteer Driver Pool
    How to Select Drivers
    Specific Qualifications
    Driving History Requirements
    How Should Drivers Be Selected?
    Can Drivers Be Disqualified?
    Driver Review Process
    Driver Suspension or Termination
    Reasons for intervention
    Medical Restrictions
    Performance Evaluations Are Important
    What about Mixing Volunteers with Paid Employees?
    What Happens When Volunteers Leave the Program?
    What Type of Identification Should the Driver Use?

SECTION 5: Conduct of Drivers
    Following Traffic Laws
    Controlled or Illegal Substances
    Theft, Violence, and Gross Negligence
    Confidentiality, Conflict of Interest, Code of Conduct, and Ethics

SECTION 6: Training Volunteer Drivers
    What About the Cost of Training?
    Documentation is Important
    Why Use a Driver Training Checklist?
    Recommended Types of Training
    Orientation/Logistics
    Vehicle Operation, Lift Operation, Wheelchair Securement, and Road Experience
    Controlling Exposure to Bloodborne Pathogens
    Defensive Driving Training
    Passenger Assistance and Sensitivity Training
    Car Seats and Child Securement
    CPR and First Aid, and Emergency Response
    Gatekeeper Training
    Abuse, Neglect, Abandonment, and Exploitation
    Drug- Free Workplace

SECTION 7: Managing Vehicle Operations
    Inspect the Vehicle Daily
    What is a Trip Plan?
    What Should Be Done During Inclement Weather?

SECTION 8: Vehicle Equipment and Maintenance
    Personally Owned Vehicles
    Annual Safety Inspections

SECTION 9: Incidents, Accidents, and Collisions
    How Are Incident Reports Used?
    Auto Collisions
    Procedures and Record Keeping
    The Collision Scene
    Procedures for Managers at the Scene of a Collision
    Media Relations at the Scene of a Collision
    Collision Review

SECTION 10: Program Records
    What Driver Records Should Be Maintained?
    How About Vehicle Records?
    What Records Should Be Kept on Riders?
    How To Record Trip Information
    Trip Requests
    Trip Reports
    Turndowns, Late Cancels and No-shows
    New and Unduplicated Riders
    Trip Purpose Definitions

SECTION 11: Program and Individual Acknowledgements
    Who Were the Major Contributors?
    Other Important Contributors
    Individuals
    Organizations
    Work Group Members
    Project Staff Members

SECTION 12: Internet Links

SECTION 13: Model Forms and Procedures

SECTION 14: Attachments

What is the Volunteer Drivers Guide?

This guide will assist organizations that provide passenger transportation services to persons with special transportation needs, with developing and maintaining volunteer driver programs. The guide is a tool kit that provides the framework for developing and maintaining volunteer driver programs.

This guide will help you navigate through the complex requirements imposed by Washington State law and various funding organizations. An organized volunteer transportation program can add to the mobility options available in a community. However, organizations may struggle with developing volunteer driver programs.

In the pages to follow you will find helpful information to help meet those requirements. In addition, the guide contains recommendations, best practices, and sample forms as well as informational attachments and resources.

Why Was This Guide Developed?

Many parts of the state rely heavily on volunteer drivers to transport persons with special transportation needs. As counties developed their coordinated special needs transportation systems, they found that volunteer driver programs might be the key to filling transportation gaps in the community. For this reason the Agency Council on Coordinated Transportation compiled theVolunteer Drivers - A Guide to Best Practices.

Note: In Washington State, "Persons with special transportation needs" are defined as: "Those persons, including their personal attendants, who because physical or mental disability, or income status, or age, are unable to transport themselves or to purchase transportation."

How Was The Guide Developed?

A Guide to Best Practices was developed with comprehensive input from model programs currently operating in Washington State and in other parts of the United States. The Guide represents a collation of common practices. The goal is to strengthen existing programs and to serve as a guide for development of new programs.

What formed the foundation of the guide?

Certain facts and assumptions were used to form the foundation of these guidelines. Those are:

1. An organized volunteer driver program should be in place whenever public funds are used for reimbursement of a driver's expenses and/or to offset organizational costs related to providing volunteer transportation to persons with special transportation needs. [Attachment 1a- RCW 81.66 Special Transportation Needs]
   
2. Volunteer drivers should perform their duties under the direction of a legally constituted Sponsoring Organization.
   
3. Whether volunteers use their vehicles on organizational business or drive the organization's vehicles, the volunteers are legally agents of the Sponsoring Organization.
   
4. These guidelines do not apply to the operation of commuter ride sharing or flexible commuter ride sharing as defined in RCW 46.74.010 Sections 1 & 2. [Attachment 1b-Ride Share RCW]

Who developed this guide?

Under the direction of ACCT the Program for Agency Coordinated Transportation (PACT forum) established a workgroup comprised of representatives from:

1. Washington State Department of Transportation (WSDOT)
   
2. Agency Council on Coordinated Transportation (ACCT)
   
3. DSHS Aging and Adult Services Administration (AASA)
   
4. CTED Office of Community Development
   
5. DSHS Medical Assistance Administration (MAA)
   
6. Washington State Transit Insurance Pool (WSTIP)
   
7. Washington Utilities and Transportation Commission
   
8. Agencies that run volunteer driver programs including:
   
   1. Catholic Community Services of Western Washington
      
   2. Lewis Mason Thurston Area Agency on Aging
      
   3. Olympic Community Action
      
   4. Council on Aging and Human Services Transportation
      
   5. Senior Services for South Sound
      
   6. Intercity Transit
      
   7. Pierce Transit

What Definitions Are Used?

To clarify information in this guide, the following definitions were used for specific terms:

1. Agent: A person authorized by an organization to represent or act for the organization.
   
2. Legally Constituted Organization (Sponsoring Organization): Organization that is responsible for all aspects of a volunteer program. Could be public, private, non-profit, or private-for- profit.
   
3. Standard of Care: The level of legal responsibility for conduct by an organization's staff members. The level differs based on the Sponsoring Organization's legal status. For a public organization, the standard is "highest and greatest;" for a private or non-profit organization, the standard is "reasonable and prudent."
   
4. Volunteer Drivers: Those who volunteer to drive their own cars or organization owned vehicles.
   
5. Volunteer Auto Transportation (Volunteer Escort, Personally Owned Vehicles (POV)): Transportation provided by volunteers who drive their own vehicles. The volunteers may be reimbursed expenses by a Sponsoring Organization. This mode of transportation may be used as an alternative to regular specialized transportation or to supplement paid services.
   
6. Manager: The term Manager is used throughout the Guidelines to designate the person who is ultimately in charge of the day-to-day operations of the volunteer transportation program.
   In addition to the definitions listed above, there are many standard terms and acronyms used in the public transportation industry. The Community Transportation Association of America (CTAA) has developed a list of those terms and acronyms. The both the CD ROM and online versions of this glossary contain numerous hotlinks related to the defined terms. [Attachment 11-NTRC Glossary, Link 20 CTAA: www.ctaa.org]

Why Are Goals Important?

Goals are an important element for the success of any program. The same is true for a volunteer program. Established goals provide focus and clarity for the organization and for employees, including volunteers. Examples of program goals are:

1. Efficiently increase the availability of transportation services for persons who meet rider eligibility criteria and have needs for special transportation solutions.
   
2. Provide services that are safe, reliable and sensitive to individual needs.
   
3. Augment the existing transit and paratransit options through additional cost effective and cooperative community transportation alternatives.
   
4. Encourage continued support for community transportation.
   
5. Provide opportunities for individuals or programs to participate or sponsor community transportation.
   
6. Pursue cost savings through vehicle sharing, insurance pooling and other operational efficiencies.

Characteristics of a Sponsoring Organization

The Legally Constituted Organization (Sponsoring Organization) is the key element in the development and operation of a volunteer driver program. A Sponsoring Organization:

1. Should assure that the Sponsoring Organization itself is protected and that it has sufficient organizational strength and structure to manage a volunteer driver program. [Attachment 9 - Staying Out of Trouble]
   
2. May choose to limit the exposure of their volunteers, their governing board, and their staff. Under Washington State law, Revised Code of Washington (RCW) 24.06.035, it is possible for a Sponsoring Organization, private for-profit or non-profit, to amend its Articles of Incorporation to indemnify Directors and Officers, staff and agents (including volunteers) and to shield their personal assets from judgments in lawsuits for negligence. [Form 1a: Liability, Standards, and Indemnification; Attachment 2a - RCW 24.06.035 Indemnification]
   
3. Must carry public liability insurance in order for RCW 4.24.670 to limit liability of volunteers. Under this RCW, a volunteer of a nonprofit organization or governmental entity shall not be personally liable for harm caused by an act or omission of the volunteer as long as they are performing within the scope of their duties. The harm cannot have been caused by willful or criminal misconduct, gross negligence, reckless misconduct, or a conscious, flagrant indifference to the rights and safety of the individual harmed by the volunteer. [Attachment 2b - RCW 4.24.670 Volunteer Liability]

Limiting Financial Exposure Related to Risk

The following are options for limiting the financial exposure of a Sponsoring Organization for risks associated with Volunteer Driver Programs. [Attachment 2c - Limiting Liability; Attachment 2d - Insurance Issues; Attachment 2e - Volunteer Auto Liability]

1. Purchasing Insurance, see "Insurance" below.
   
2. Waivers, Releases, Agreements to Participate, and Indemnification: These are all processes that a Sponsoring Organization, public or private, can use to limit and/or share program risks with riders and referring authorities. These procedures may be used when requested transportation is deemed to have special circumstances or risks.
   
3. The information and forms are samples only and should be reviewed by local attorneys with experience in this area of law. [Form 1b: Waivers, Releases, & Agreements to Participate, & Hold Harmless, 1c: Trip Description, Form 1d: Volunteer Driver Release]

What Type of Insurance is Needed?

As described in the previous section, insurance is an important part of limiting the financial exposure due to the risks associated with operating a passenger transportation program. Sponsoring Organizations should consider the information below when deciding what type and level of insurance they should carry.

Auto and Business Insurance

The Sponsoring Organization should maintain insurance coverage or self-insurance coverage that essentially covers the exposures addressed by the following policies: [Link 1 - Risk Management Insurance Institute: www.nonprofit.org]

1. Comprehensive General Liability: Coverage shall include, but is not limited to, contractual liability, products and completed operations, property damage, and employer's liability. Names of individuals insured should include directors and officers, employees, representatives, agents, and volunteers. Properly structured, this coverage will include employment practices, errors and omissions, directors and officers, and volunteer's personal liability. Coverage should be set at a minimum $1 million for each incident.
   
2. Business Auto Liability: The volunteer's own automobile insurance is primary. The Sponsoring Organization's business auto liability would be secondary. The Sponsoring Organization should be sure that their policy covers non-owned and for hire vehicles. Generally this policy would be in equal million dollar limits. Business Auto Coverage for any auto no less than $1 million each accident is recommended. All Washington State non-profit transportation providers are required to have coverage of $1.5 million.
   
3. Umbrella/Excess Liability: General liability and auto liability can be included under the umbrella. Many non- profit organizations are currently carrying $5 million of umbrella excess liability coverage.
   
4. Volunteer/Employee Dishonesty: This insurance covers theft of funds and/or supplies by volunteers or staff. Most organizations will already have this coverage, sometimes called "bonding." Policies should be checked to insure each volunteer even though the risk may be low.
   
5. Directors and Officers Liability Insurance: If not covered by General Liability Insurance, Directors and Officers (D&O) coverage or Errors and Omissions (E&O) coverage can be purchased. This coverage should include liability due to employment practices, which can involve treatment of volunteers. Included in the coverage can be all past, present and future directors and officers, employees, volunteers, trustees, committee members, and the entity itself.
   
6. Volunteers' Liability Insurance: As an alternative to, or in addition to other existing liability coverage, the Sponsoring Organization should consider participating in a volunteers' liability insurance program. This insurance typically provides coverage for medical treatment when the volunteer is injured during their volunteer services.

Medical Insurance

It is important that the Sponsoring Organization recognize that vehicle insurance does not cover injuries that may happen while the volunteer is involved in activities separate from operation of the vehicle. Many volunteers are retired persons who may have inadequate or no medical insurance coverage.
The risks to the volunteers can be covered by a variety of methods. Medical or accident insurance provides excess accident medical coverage directly to a volunteer when he or she is injured traveling directly to or from, or participating in, volunteer activities. If Medicare covers the volunteer, the coverage would be in addition to that coverage. If the volunteer has no other coverage, the policy would be primary.

Consider the following information when deciding the type of medical insurance your organization should use:

1. Under the RCW 51.12.035-1, state agencies and their subsets are required to document all volunteers' hours for the purposes of reporting to the Department of Labor and Industries (L&I). There is a small hourly charge (currently $.06). The hours are reported monthly on the form that an organization submits to L&I. The coverage is restricted to treatment of injuries, including therapy.
   
2. Under RCW 51.12.035-2, other public entities and non-profit organizations in Washington can elect to extend L&I coverage to their volunteers. The reporting mechanism and coverage is the same as for state agencies. A Sponsoring Organization that elects this option must pay for coverage for all volunteer's hours donated, not just the hours spent working in a particular job, e.g., volunteer driving.
   
3. Excess coverage (over and above volunteer's personal coverage) can be purchased from private insurance companies that have designed policies for this market. Like the Washington L&I coverage, most companies require all volunteers to be covered, not just those that are volunteering in one program, like transportation. Coverage is typically limited to $25,000.

The Importance of Community Relations

The drivers for the Sponsoring Organization will influence the opinion and image that people in the community have of the Sponsoring Organization. The way each volunteer driver performs his or her duties will contribute, either favorably or unfavorably, to the Sponsor's image. The reality of providing public transportation service is that the public expects proficient driving, they take good performance for granted, and are quick to complain about poor performance. Well-defined and communicated policies can assist with public perception.

What Types of Personnel Policies Should Be in Place?

Many funding agencies require Sponsoring Organizations to have specific written policies in place. These policies apply to volunteers as well as paid employees. The following policies are recommended:

1. Americans With Disabilities Act (ADA): Operation of a volunteer transportation program may trigger responsibilities for compliance of Title III of the ADA. Those responsibilities depend on the legal status of the sponsor and/or the types and modes of other transportation services that are operated. Persons with certain disabilities cannot be transported in private cars. However, those persons may need to be referred to appropriate alternate service providers. If the POV service is on a donation basis, any costs related to the alternative services may need to be absorbed by the Sponsoring Organization.
   
2. Ethics.
   
3. Code of Conduct.
   
4. Drug Free Workplace.
   
5. Harassment.
   
6. Confidentiality.
   
7. Reporting Suspected Abuse, Neglect, Abandonment, and Exploitation.
   
8. Drug Testing: Drivers, including volunteers, of vehicles that have been manufactured to transport 16 or more passengers, including the driver, must have a valid commercial drivers license (CDL) with a passenger endorsement. Note that drivers holding a CDL, must be included in a drug alcohol testing program that complies with U.S. Department of Transportation regulations. [Link 3 - Commercial Drivers License: www.dol.wa.gov/ds/cdl.htm; Link 3 - Part 40 - Procedures For Transportation Workplace Drug And Alcohol Testing Programs: www.dot.gov/ost/dapc/]

   Note: While all of the above policies are recommended, many of the policies are required by various funding sources. Sponsoring Organizations should check with their funding agencies to determine what policies are required.

Payment and/or Donation Policies

The following information should be considered when developing and implementing Payment/Donation policies. [Form 35: Donation Policy]

1. A copy of the Sponsoring Organization's Payment and/or Donation Policy should be available to the POV volunteer and a copy posted in organization owned vehicles. The policy should also be included in brochures and advertising materials.
   
2. Programs should design a system that respects the individual's anonymity. Some Sponsoring Organizations request the support from the community and the riders in the form of donations, yet do not pressure those who cannot afford to pay.
   
3. Drivers should be well informed about the donation policy.
   
4. It is not appropriate for drivers to demand donations from riders.
   
5. Many riders prefer to mail a check to the Sponsoring Organization once a month rather than make a donation each time they ride.
   
6. In order to avoid misunderstandings and protect the rider's anonymity, a collection system that does not require drivers to handle cash is preferred.
   
7. When the Sponsoring Organization plans recreational trips outside of regular service hours, riders can be charged a fare in order to recapture some of the costs associated with the trip.

Are Volunteers Reimbursed?

Most Sponsoring Organizations reimburse volunteers for mileage and other authorized expenses. The Sponsoring Organization should have a form to be used by POV volunteers to document mileage and other expenses. The reimbursement should be based on the same current mileage rate used for paid employees. Reimbursement for other expenditures, such as meals, should be based on the actual expense the volunteer incurred or on a per-diem rate. [Form 36a: Reimbursement Voucher, Form 36b: Meal and Expenses Policy]

What About Funding?

Sponsoring Organizations should carefully weigh the contractual requirements of available funding sources. Many potential transportation-funding sources are currently difficult to administer in relationship to the operation of a volunteer transportation program. Potential problem areas are related to drug testing, driver certification, required training, record keeping, billing, accounting and audit procedures. Resolution of these issues is possible, but those solutions are beyond the scope of these guidelines. Agency Council on Coordinated Transportation (ACCT) staff members and others involved in this project can provide technical assistance related to specific problem areas. Additional technical assistance may be obtained from other Sponsoring Organizations.

Can the Services Be Subcontracted?

A Sponsoring Organization may elect to contract with other organizations that provide volunteer transportation. Most funding agencies require prior approval of all subcontracts. Subcontractors will also need to comply with all of the funding agency's requirements including, but not limited to:

1. Non-discrimination
   
2. Americans with Disabilities Act (ADA)
   
3. Driver training.
   Sponsoring Organizations should check with their funding agencies to verify all of the requirements that apply to volunteer driver programs.

Are Disabled Parking Privileges Available?

If a Sponsoring Organization meets the criteria of RCW 46.16.381 (3) it can apply to the Department of Licensing for disabled persons special license plates and placards. The application is available and any DOL office. [Form 37: Organizational Application for Disabled Person Parking Privileges]
Sponsoring Organizations should consider the following when using disabled plates and placards:

1. Sponsoring Organizations must report on the status of each permanent disable parking placard or disabled person special license plate by April 30th each year.br
   
2. Disabled parking privileges may only be used while providing transportation to persons with disabilities. Sponsoring Organizations should develop policies regarding appropriate use of the placards including a requirement for their return when a volunteer is no longer registered with a program.

What about Operating Across State Lines?

If a program operates vans across state lines and receives funding for those operations the program must complete the Federal Registration process. Completion of this process may affect the levels of insurance that the Sponsoring Organization must carry and require other changes in the operation of the volunteer driver program. [Attachment 13 - Federal Interstate Registration Process Outline]

Who Are the Riders?

Riders of volunteer transportation networks are typically persons with special transportation needs including their personal attendants. However, some funding agencies, due to requirements associated with the funding program, may also that the service be available to the general public.

Should Riders Be Registered?

Sponsoring Organizations should register all riders they provide service to. [Form 2: Rider Registration] Some funding agencies require specific information regarding riders. Refer to Section 10 "Program Records" for more information. All riders, including escorts and children, should be registered separately. This information will be used to:

1. Determine program eligibility
   
2. Provide the Sponsoring Organization with emergency medical information. Including, but not limited to:
   1. Name and phone number of emergency contact person
      
   2. Name and phone number of personal physician
      
   3. Advanced Medical Directives
      
   4. Living Will
      
   5. Non-Resuscitation
      
   6. Organ Donation. [Link 5 - Organ Donation Card: www.dol.wa.gov/ds/orgndonr.htm]
      
3. Determine the most appropriate mode of transportation
   
4. Provide needed data to funding agencies.

Rider Identification

Riders should be encouraged to have photo identification, either in the form of a driver's license or state identification card that they can obtain from the Department of Licensing. [Link 4 - Photo Identification: www.dol.wa.gov/ds/dl.htm#IDENTIFICATION]

Should Children Have Escorts?

Many Sponsoring Organizations choose to require that an adult, other than the volunteer driver, accompany riders under the age of 11. Many transit systems allow children, age of six and over, to ride unaccompanied.

Are Rider Surveys Useful?

Riders should be surveyed on a regular basis to determine their ideas about the quality of services that they are receiving. Surveying the riders will help improve the services provided by the Sponsoring Organization. [Form 3: Rider Survey]

What About Rider Grievances?

Occasionally riders will have grievances about aspects of the program, including restrictions and/or denial of services or the quality of the service they received. Sponsoring Organizations should have both procedures and forms for handling these situations. Rider's specific complaints can be recorded them on an Incident Report. However, it is also very important that the Sponsoring Organization documents all complaints and what actions were taken as a result. [Form 31: Incident Report, Form 4: Rider Grievance]

1. It is important to recognize that all drivers, whether using agency vehicles or their personal vehicles, should be appropriately trained to safely carry out their responsibilities.
   
2. All volunteer drivers who operate agency vehicles should follow the same policies and procedures as paid drivers (if any) operating similar vehicles for the Sponsoring Organization.

How to Select Drivers

Sponsoring Organizations should ensure that all volunteer recruiting, screening, interviewing and selection processes are objective and free from discrimination. Potential volunteer drivers should begin the process by filling out three initial application forms. [Form 5a: Driver Application; Form5b: Vehicle Registration; Form 6: Availability]

Specific Qualifications:

To protect the safety of passengers, minimum volunteer driver qualifications should be established. These include but are not limited to:

1. The driver should be at least 21 years of age.
   
2. Possess a valid driver's license appropriate for the type of vehicle to be operated.
   
3. Provide a minimum of two excellent references. [Form 7: References]
   
4. Be able to operate the assigned equipment.
   
5. Willing to attend required training courses and to follow the Sponsoring Organization's policies.
   
6. Not have a history of crimes against a person.
   
7. Have a self declared ability to physically carry out the essential job functions as listed in the job description. [Form 8: Statement of Medical Condition]
   
8. Not have an uncontrolled chronic illness such as epilepsy, diabetes, heart or respiratory problems. When indicated, a driver must be willing to provide a physician's statement qualifying him/her as physically able to drive. Suggested form is the one that goes with acquisition of a Commercial Drivers License (CDL). If the driver does not have medical insurance, the Sponsoring Organization may choose to pay for the physical exam. [Form 9: Medical Release]
   
9. Not abuse alcohol, drugs, and/or medication.

Driving History Requirements

To protect the Sponsoring Organization, and the passengers they serve, minimum driving history information should be gathered. To determine the eligibility of volunteer drivers, based on driving history, the following guidelines may be used:

1. Paid or volunteer drivers are eligible to transport riders when their three-year unrestricted driving history (as recorded by the Department of Licensing) totals no more than four points on the rating scale.
   [Form 10a: Selection Guidelines, Form 10b: Selection Standards]
   
2. Drivers are required to inform the sponsoring agency if they no longer meet the eligibility requirements due to moving violations and/or collisions that may make them ineligible.
   
3. The driving history should be re-checked annually, for cause, or because of reasonable suspicion.

How Should Drivers Be Selected?

As a provider of services to vulnerable populations, the Sponsoring Organization is responsible for following a proper selection process. This will minimize the chance of being challenged about those processes. The driver selection process should include the following:

1. Prospective volunteer reads and becomes familiar with the job description. [Form 11a: Driver Job Description; Form 11b: Essential Functions]
   
2. Applicant completes a position application at the Sponsoring Organization's offices. [Form 5a: Driver Application]
   
3. Applicant completes a Statement of Understanding. [Form 12: Statement of Understanding]
   
4. Manager reviews the application.
   
5. Manager conducts a personal interview.
   
6. A report from the Department of Licensing is obtained. [Form 13: Driving Record Request; Link 6 - Department of Licensing: www.dol.wa.gov/]
   
7. A Criminal Record Check (WATCH) that covers the maximum time period possible. Two types of checks can be done through WATCH (Washington's on-line system) or by mail. The first check, done under the Criminal Records Privacy Act (Chapter 10.97 RCW), costs $10. The second, done under the Child and Adult Abuse Information Act (RCW 43.43.830-.845), also costs $10, but is free to eligible non-profit organizations. Checking by mail takes from three to ten weeks, while checking through WATCH is instantaneous. If fingerprints are included with checking by mail, the costs increase to $25 for each check. There is no waiver of fees. [Form 14a: 3000-240-569; Form 14b: 3000-240-430; Attachment 3 - Criminal History Records; Link 7 - Washington State Patrol: www.wsp.wa.gov/index.htm]
   
8. A Federal Bureau of Investigation National (FBI) Criminal Records Check should be done if the applicant has not lived in Washington for three (3) years. The FBI check should be done in addition to WATCH. It is suggested that local law enforcement agencies be used to properly complete the fingerprints. The FBI blue form (FD 258) is available through law enforcement authorities, but is not downloadable. The FBI will not take copies. The current charge is $24. The FBI provides information that the person has, or has not, committed disqualifying crimes. [Form 15: Request for FBI Records Check]
   
9. If the driver will be using his or her own vehicle, the applicant's proof of insurance (Accord Form) should be checked for compliance with program standards. A copy of the Accord Form should be placed in the driver's file (when established).
   
10. If the prospective driver does not own an automobile then he/she must have an insurable record.
    
11. Once all steps have been completed, the applicant is selected and a driver file is established.

Can Drivers Be Disqualified?

Occasionally, a new volunteer will be unable to successfully complete the required training courses, or a tenured driver will fail to maintain prescribed rider relations or safety standards.
Complete, objective, written documentation is an essential part of any disqualification process. Sponsoring Organizations must be able to objectively defend their decisions when challenged.
Disqualifications that prevent hiring, include but are not limited to:

1. Not in possession of a valid, appropriate, drivers license and/or insurance.
   
2. Physical restrictions preventing safe and proper handling of riders based on essential job functions listed in the job description.
   
3. Criminal history includes disqualifying crimes. [Attachment 4 - Disqualifying Crimes]
   
4. Inability to read/comprehend written materials, including road maps.
   
5. Reporting to training/work under the influence of a controlled substance, alcohol or medications that affect driving abilities.
   
6. Unwillingness to perform essential job functions.
   
7. Failure to adequately respond to instructions.

Driver Review Process

In the event that a driver is involved in a moving violation and/or a collision the manager must be notified. The Manager should determine whether or not a review is warranted. The following process is recommended for review of moving violations and collisions:

1. The Manager will request a written explanation about the collision/s.
   
2. The Manager will review the driver's file and collision information and make a recommendation on the driver's continued eligibility or the need for additional training.
   1. When reviewing eligibility, the Manager considers driving-related complaints or the need for additional training. The suggested maximum is three complaints or fewer, based on the severity of complaints.
      
   2. The suggested method of reviewing complaints is to randomly call other riders for comments on the driver being reviewed.

Driver suspension or termination

Occasionally, drivers must be suspended or terminated as a result of violations to the Sponsoring Organization's policies or complaints received by riders. Grounds for termination include but are not limited to:

1. Any time a current driver does not meet the requirements to be a new driver.
   
2. Theft.
   
3. Violence.
   
4. Reporting to work under the influence of a controlled substance, alcohol, or medications that affect driving abilities, based on the standards of the Drug Free Workplace Act.
   
5. Reporting to work under the influence of medication that has not been reported to and approved by the Sponsoring Organization.
   
6. Violations of the Drivers Code of Conduct. [Form 16: Drivers Code of Conduct]
   
7. Suspension or loss of driver's license or insurance.
   
8. Violation of program confidentiality or conflict of interest policies.
   
9. Repeated collisions or a single serious collision.
   
10. False documentation of program records.
    
11. Violation of Sponsoring Organization's Ethics Policy. [Form 17: Ethics Policy]
    
12. Violation of the Sponsoring Organization's Harassment Policy. [Form 18: Harassment Policy]

Reasons for intervention

A Sponsoring Organization may choose an intervention program for less serious offences than those listed above. Such offences include, but are not limited to:

1. Moving violations.
   
2. Acquiring three points on the evaluation scale. [Form 10b: Selection Standards]
   
3. Rider complaint about driving performance or rider relations abilities.
   
4. Staff or driver observation of changes in the ability to perform essential job responsibilities.
   
5. Improper program documentation.

Medical Restrictions

If driving has been restricted for any medical reason, a written physician's release should be required prior to returning the volunteer to driving. [Form 9: Medical Release]

Performance Evaluations Are Important

A Sponsoring Organization must have a plan for conducting regular performance evaluations for all volunteer drivers. Evaluations serve as an important tool for both the Sponsoring Organization and volunteer. This provides an excellent opportunity for the manager to provide feedback to the volunteer about their performance; and provide the volunteer an opportunity to address issues they may be encountering. [Form 19: Driver Evaluation] Factors to consider when establishing an evaluation process:

1. Sponsors are encouraged to establish a schedule whereby all volunteers and staff receive at least annual performance evaluations.
   
2. The evaluation process should include a road performance evaluation for drivers.
   
3. The Manager or designee should ride along with the drivers while they are performing their duties. Attention should be paid to vehicle operations, rider care and general ability to meet program standards.
   
4. Performance evaluations are essential in securing equitable insurance rates and identifying drivers who may need intervention training or who should no longer transport riders.
   
5. Following a performance evaluation, the Manager and volunteer should meet to discuss the observations.
   
6. The performance evaluation and discussion should be documented and signed and become a permanent part of the personnel file.
   
7. If needed, a plan should be developed and additional training provided. Documentation of improvement should be included in the driver's file.
   
8. "Objective" documentation is always written, and it refers to what was seen, heard or measured. Objective documentation is not what was "felt" or "sensed", which is "subjective". Objective documentation of performance should be an on-going and common occurrence. This documentation is necessary for tracking driver development and for defense in litigation.
   
9. The Sponsoring Organization should establish a program of regular recognition for the volunteers.

What about Mixing Volunteers with Paid Employees?

A volunteer driver can create the same liability for a Sponsoring Organization as a paid driver. All employees and volunteers should be properly trained, supervised and managed under the same policies. Without proper management, conflicts can arise when volunteers and paid employees do the same or similar work. To avoid these conflicts, the following guidelines have been established for successfully managing volunteers and paid employees in the same program:

1. Discuss with staff how volunteers can be placed to improve services without displacing paid workers.
   
2. Assign volunteers and paid staff with the same care and have the same performance expectations of both.
   
3. Provide orientation/training equally to both paid staff and volunteers.
   
4. Establish a clearly defined chain of command.
   
5. Assure that all volunteers and paid staff have clear job descriptions, with accurate descriptions of responsibilities.

What Happens When Volunteers Leave the Program?

It is unfortunate when volunteers leave a program. There are many valid reasons for this occurring: diminished health, increasing age, moving, going on to other volunteer work, etc. When a volunteer decides to leave, the Manager should schedule an Exit Interview. [Form 20: Exit Interview]. The interview can be done over the phone. The interview provides an opportunity to receive feedback about the volunteer's experiences.

What Type of Identification Should the Driver Use?

Photo identification cards are recommended for all volunteer drivers. The cards should identify the volunteer as a representative of the Sponsoring Organization. The cards assure the rider that the driver is a currently registered driver for the Sponsoring Organization. I.D. cards can be easily made using an instant or digital camera to take a picture of the driver. The resulting card can then laminated or inserted into a simple convention badge blank. The I.D. card should be collected at retirement or termination.

Following Traffic Laws

All drivers must be familiar with and adhere to state and local traffic laws and regulations. Depending on the seriousness, violations of traffic laws and/or chargeable collisions can result in additional training or termination of the driver. Drivers who have their driver's licenses suspended or revoked are subject to immediate termination.

Controlled or Illegal Substances

The use, sale, distribution or possession of intoxicating liquor, a controlled substance, a drug not medically authorized, or other substance which impairs the job performance of a volunteer must be strictly prohibited and result in swift disciplinary action. Drivers should also be required to report to the Manager any use of medically authorized drugs which may impair their job performance. Proper written medical authorization from a physician should be provided to the Manager in order to work when using such authorized drugs.

Theft, Violence, and Gross Negligence

Sponsoring Organizations must have policies in place to prevent theft, violence, and gross negligence on the part of the volunteer driver. These policies should be strictly adhered to. The purpose of the policies is to protect not only the Sponsoring Organization and the riders, but also protect the driver from false accusations of misconduct.
In order to eliminate claims of theft, volunteers should not enter residences of riders or accept gifts or gratuities from riders. However, volunteers for some programs do enter the rider's homes as part of helping with housework and other duties. Policies for these activities should be developed to protect both the rider and the volunteer.
The following are examples of offences that are grounds for immediate termination:

1. Theft of funds, equipment, or services.
   
2. Gross negligence with regard to the safety and well being of self, riders, the general public, or program equipment.
   
3. Engaging in physical or verbal confrontations while on duty.
   
4. Failure to provide high quality rider service or to positively represent the Sponsoring Organization in the community.

Confidentiality, Conflict of Interest, Code of Conduct, and Ethics

Confidentiality should be reviewed regularly in each program. Transportation volunteers often know or become familiar with riders. While it is desirable to establish a positive relationship with riders, it is important to avoid situations that can create "Conflicts of Interest". All transportation volunteers should sign a confidentiality statement and acknowledge an understanding of confidentiality rights. [Form 21: Rider Confidentiality]
Violations of confidentiality or conflict of interest policies should be grounds for termination. The following serves as guidelines for the sharing and handling of information about riders by a transportation program's representatives.

1. "Right to Confidentiality" is breached when information received from or about riders is repeated to persons other than the Manager. Riders may confide in a trusted driver. It is tempting to share this information. Volunteer drivers are encouraged to share their concerns with the Manager, but not with other drivers, family or friends. Only information that the Manager "needs to know" can be communicated. Even the names of individuals receiving service from a program must not be shared with anyone outside the Sponsoring Organization.
   a. Information about a rider must not be shared, unless it is necessary to obtain needed services, and the rider has given written consent. If a rider is not able to give permission to share information for their well being, the driver and Manager should use their best judgment to share information only to ensure that needed services are provided.
   b. Under some circumstances, the transportation volunteer is required to share information. This applies when it relates to suspected abuse of children or vulnerable adults. If abuse is suspected, this information must be conveyed to the Manager, but not to other drivers, family or friends.
   
2. "Conflict of Interest" occurs when personal arrangements for transportation are made with riders outside the scope of duties as a program volunteer. Such arrangements are prohibited and can lead to serious liability issues for the driver and the Sponsoring Organization.
   a. Riders should not have access to personal phone numbers and addresses of transportation volunteers. Rider requests for this information should be relayed to the Manager.
   b. Transportation volunteers should not ask personal questions of professional services.
   c. In addition, transportation volunteers may not accept gifts or gratuities.
   d. Program personnel will not use, to their personal advantage, any rider information gleaned in the course of their duties.
   e. Volunteers will not use the Sponsoring Organization's vehicles for personal business.
   
3. All drivers should follow the Sponsoring Organization's Code of Conduct. [Form 16: Code of Conduct]
   
4. Drivers should be familiar with all aspects of the organization's Ethics Policy.
   [Form 17: Ethics Policy]

Note: Many funding agencies require certain types of training for volunteer drivers. Sponsoring Organizations should check with their respective funding agencies for their specific requirements.

What About the Cost of Training?

The Sponsoring Organization should provide the required training at no cost to active volunteers. To ease the burden of the cost of outside training, the Sponsoring Organization may be able to get assistance by:
1. Requesting technical assistance from other transportation providers.

1. Take advantage of low cost training that is available through the Washington State Transportation Training Coalition (WSTTC), sponsored by WSDOT's Public Transportation and Commute Options Office.
   [Link 15 - www.wsttc.org]
   
2. Request scholarships through the Rural Transit Assistance Program (RTAP).
   [Link 16 - www.wsdot.wa.gov/transit/training].

Documentation is Important

Sponsoring Organizations are responsible for assuring their volunteers are current with all training requirements and that driver files are properly maintained with the appropriate certificates of training completion. Training documentation, including certificates of completion, should be maintained in driver files. More information on driver files is outlined in Section 10 - Program Records.

Why Use a Driver Training Checklist?

A training checklist form should be used to document the training progress of transportation volunteers. [Form 22a: Training Standards; Form 22b: Training Checklist] The Training Checklist should be updated each time a training course is completed. In addition, Sponsoring Organizations should require that the drivers sign a statement acknowledging the training they received. Sponsoring Organization may maintain a signature form for each training session or develop a composite form.

Recommended Types of Training

Below are specific types of training that are recommended for all volunteer driver programs.

Orientation/Logistics

Driver orientation training should cover all of the aspects that would usually be explained to any new employee, e.g., organizational mission and values, job description, expectations, completion of forms, reporting requirements, vehicle operation, public relations, ethics, code of conduct, harassment policies, and reimbursement procedures. [Attachment 5: Driver Orientation]

Vehicle Operation, Lift Operation, Wheelchair Securement, and Road Experience

Upon acceptance of a volunteer, the volunteer driver should be given training on vehicle operations, lift operations and wheelchair securement. In addition, road experience observation and testing must be completed prior to transporting passengers. For drivers who only use their personal vehicles, vehicle orientation with lift operation and wheelchair securement is not required. However, road experience observation and testing is required for all drivers.
All training should be documented and become a permanent part of the volunteer's personnel file. [Form 23: Road Test; Form 24a: Lift Operation Procedures Checklist; Form24b: Securement Procedures Checklist; Link 17 - Headstart Guidelines: www.headstartinfo.org/infocenter/faq.htm]
Note: Road testing should be repeated at least annually and for cause with all drivers. This is an opportunity to identify volunteers who may have developed undesirable driving habits or may be experiencing effects of aging that can affect driving ability.

Controlling Exposure to Bloodborne Pathogens

Each Sponsoring Organization should provide appropriate training on transmission of Hepatitis B Virus (HBV), Human Immunodeficiency Virus (HIV) and other bloodborne pathogens. Sponsoring Organizations should develop a plan to minimize exposure. The plan should be reviewed at least annually to ensure proper effectiveness in minimizing exposure. The controls contained in the plan are designed to be a guide for programs when designing their exposure control procedures. Bloodborne pathogen control training should be provided to volunteers prior to transporting or assisting riders in the Sponsoring Organization's vehicles. [Attachment 12: Bloodborne Pathogen Policy; Link 9 - Center for Disease Control www.cdc.gov/niosh/topics/bbp/; Link 10 -OSU Training Module: www.pp.okstate.edu/ehs/modules/bbp/intro.htm]

Sponsoring Organizations should consider the following practices in relation to Bloodborne Pathogens:

1. Volunteers should sign a document verifying receipt of the instructions and their understanding of proper bloodborne exposure control procedures.
   
2. All vehicles used to transport riders should have a Body Fluid Precaution Kit stored in a convenient location inside the vehicle. Body Fluid Precaution Kits differ from First Aid kits in that they contain products and equipment to minimize exposure to infectious body fluids. The Red Cross provides instructions on how to make the kits.
   
3. The driver should document any exposure to body fluids. They may do this with the Exposure Incident Report Form and report. The form and report should then be turned in to the Manager. [Form 25: Exposure Incident Report]
   
4. The Manager should conduct a post-exposure evaluation and document any recommendations for follow-up.
   Note: Training on Bloodborne pathogens is recommended for all volunteer programs; however, many funding agencies require this training be given to volunteers.

Defensive Driving Training

Within 60 days following the initial driving assignment all drivers should complete an approved Defensive Driving Course (FLI/National Safety Council or Equivalent). This training is available through a variety of sources and formats and may soon be available through the Internet in a self-paced, self-scored format.
Note: Washington State law allows licensed drivers, age 55 and over, to receive reductions in private automobile insurance premiums if they complete an approved eight-hour vehicle accident prevention course. Each course includes information about the effects of aging on driving; driver problem areas such as yielding the right of way, driver awareness, speeding, passing, road signs and signals; and driving while under the influence of alcohol or drugs.
[Link 11 - Senior Driver Traning: www.dol.wa.gov/ds/senior.htm]

Passenger Assistance and Sensitivity Training

Within 60 days following the initial driving assignment, all volunteer drivers should have Passenger Assistance Training (PAT), CTAA Passenger Service and Safety Certification training (PASS), or an equivalent course. This training should emphasize sensitivity and assistance to elderly and persons with disabilities, communication with riders, and bloodborne pathogen exposure control. [Attachment 6: Etiquette and Behavior for Dealing With a Person With Disabilities; Attachment 7: Manual for Transportation of Persons with Disabilities; Attachment 8: Head Start-Requirements for Transporting Students with Disabilities; Link 18 - Easter Seals Family Caregiver Support Transportation Program: http://www.easter-seals.org]

Car Seats and Child Securement

All drivers that are going to transport children in any vehicle should have training in current State and Federal requirements for car seats and booster chairs. In addition, they should be trained on how to properly install these devices. [Link 12 - State by State Child Restraint Laws: www.iihs.org/safety_facts/state_laws/restrain2.htm; Link 13 - National Safety Council: www.nsc.org/safetyagenda/transp.htm#occpro]

Keep the following in mind when addressing the transportation of children:

1. It is recommended that vehicles owned by the Sponsoring Organization be equipped with child seats and booster chairs that can be properly fitted to the vehicle.
   
2. If the volunteer is using their POV, take care to ensure that the car seat or booster chair can be properly fitted to the vehicle.
   
3. Car seats provided by the rider's parents or personal representatives must not be used in either private automobiles or in the Sponsoring Organization's vehicles. This is because the privately owned car seat or booster chair may:
   a. Not be a currently approved design
   b. Have been in use during an accident
   c. Be older than six years
   d. Not be securable given the design of the car seat in comparison to the vehicle's seat belts
   
4. Drivers should be trained about proper seating positions related to operational airbags. Riding in a seat equipped with air bags can be dangerous even for adults with small statures.

CPR and First Aid, and Emergency Response

First Aid and CPR training is optional for all drivers. Risk management professionals differ on the liability benefits and/or detriments of this training. Each Sponsoring Organization should develop a policy on this issue. If the training is not required, drivers should be trained how to access available emergency services. All of the Sponsoring Organization's vehicles should be equipped with two-way radios, cell phones or other communication devices that reliably operate in the service area. Some programs have developed cell phone loan programs for their POV drivers. An excellent source of Emergency Response training is the RTAP video and workbook, Emergency Procedures for Rural Transit Drivers.

Gatekeeper Training

All transportation volunteers should receive Gatekeeper training. to give volunteer drivers a broad orientation to the social service network in the service area. With Gatekeeper training drivers can make appropriate referrals for other services that riders may need. The training on confidentiality can be included in the Gatekeeper training curriculum. [Form 26: Gatekeeper Information]

Abuse, Neglect, Abandonment, and Exploitation

Certain defined professionals are required to report suspected abuse, neglect, abandonment, and exploitation of vulnerable adults and children. Social service program volunteers may be subject to these. Sponsoring Organizations should provide training on these issues and document completion of the training. [Form 27a: Description of Abuse, Neglect, Abandonment and Exploitation; Form 27b: APS Reporting Form]

Drug- Free Workplace

All volunteers must have training about the Federal Drug-Free Workplace Act. Sponsoring Organizations should document the driver's understanding of this training. [Form 28: Drug-Free Workplace]

Inspect the Vehicle Daily

To ensure the safety of both the passenger and the volunteer driver and make sure that all of the vehicle equipment is in proper working order, vehicles used to provide passenger transportation should be inspected daily. This is commonly called a pre-trip inspection. This is should be done with both POV's and the Sponsoring Organization's vehicles, and should be completed prior to departing to pick up a rider. To accomplish this:

1. All drivers should be provided with information on how to properly inspect the vehicle. [Form 29a: Pre-Trip Inspection Narrative]
   
2. Drivers should complete a pre-trip inspection even when using their own vehicle to provide service. [Form 29b: Pre-Trip Inspection Form]
   
3. The Sponsoring Organization should periodically include "safety reminders" with the volunteer mileage reimbursement vouchers.

What is a Trip Plan?

Trip plans are designed to ensure the safety all drivers, including those who use their own vehicles. Sponsoring Organizations should have procedures for volunteers to follow in the event of a breakdown or accident during normal service delivery hours. [Form 30a: Back-Up Plan] Back-up plans should also be prepared for all trips provided when vehicles are loaned to other organizations or when volunteers are traveling outside the normal service area and/or service hours. [Form 30b: Back-Up Plan (For Out-of-Area Operations)]

What Should Be Done During Inclement Weather?

Every program should have a comprehensive plan for inclement weather. As technology advances accurate information is available through a variety of media including the Internet. Use the following guide when developing an Inclement Weather Plan:

1. If the Sponsoring Organization attempts service on inclement weather days, the driver can decline service if the driveway leading to the rider's location or if assisting the rider to or from the vehicle, is dangerous due to weather conditions. Sometimes the decision is made upon arrival at the rider's location.
   
2. If weather and road conditions deteriorate through the day, only return trips should be attempted. The Manager can determine whether hazardous road conditions warrant ceasing services.
   
3. Requests for urgent medical rides and life-sustaining medical trips should not be provided in private cars in inclement weather. Appropriate referrals should be made to other modes including ambulances.
   
4. During inclement weather, If the trip is not urgent or life sustaining (e.g., dialysis), riders should be encouraged to reschedule.

Personally Owned Vehicles

Under state law there are minimum requirements for POV's used to provide passenger transportation services. The requirements state that the POV's shall:

1. Have a valid state license and registration.
   
2. Be equipped with functional heating and ventilation systems.
   
3. Have functioning, clean, accessible seat belts that meet state and federal guidelines.
   
4. Have functional doors and handles on all doors.
   
5. Have an accurate speedometer and odometer.
   
6. Have windows free from cracks; windshield chips must be properly sealed and not hinder vision.
   
7. Have functioning interior lighting within the passenger compartment.
   
8. Have adequate sidewall padding and ceiling covering.
   
9. Have two exterior rear view mirrors, one for each side of the vehicle
   
10. Not have damaged or broken seats, protruding sharp edges, etc. that may be hazardous to riders.
    
11. Have fully functioning lights, turn signals, and windshield wipers.
    
12. Have tires with tread depth exceeding state minimums.

Annual Safety Inspections

In addition to inspecting their own vehicles, Sponsoring Organizations should require POV safety inspections as part of their annual renewal process for volunteer drivers. [Attachment 10: Maintenance Checklist]. The volunteer should provide the Sponsoring Organization with a copy of a receipt showing that the volunteer driver has had his/her vehicle/s inspected by a qualified mechanic.

Sponsoring Organizations are encouraged to create inspection and maintenance incentive programs or cost reduction programs with local mechanics or service stations.

How Are Incident Reports Used?

Volunteer drivers should use Incident Reports to document rider/driver accidents or any unusual occurrences (other than vehicle collisions). [Form 31: Incident Report]

These might include:

1. Interactions with doctors and nurses
   
2. Gatekeeper information
   
3. Rider complaints

Auto Collisions

In the event of an automobile collision, it is especially important that a Sponsoring Organization provide volunteer drivers with clear instructions on the procedures to follow. Sponsoring Organizations are encouraged to prepare accident kits for all drivers. A kit should be kept in all vehicles owned by the Sponsoring Organization and should be provided to volunteer drivers operating POV's. Volunteers should be instructed to follow the procedures contained in the accident kit.

Typically these kits include:

1. Witnesses cards
   
2. Measurement tool
   
3. Pen or pencil
   
4. Chalk
   
5. Form to diagram accident
   
6. Emergency numbers and procedures

Procedures and Record Keeping

1. Complete and accurate records of any collision or claim of collision, no matter how slight, must be kept in a permanent file. "Permanent" refers to "as long as is required by law." Drivers should not admit fault to anyone other than the manager or police.
   
2. Any claim of bodily injury or property damage must be reported to the manager immediately. Collision reports must be completed by the driver of the vehicle and reviewed by the Manager within 24 hours.
   
3. All collisions, no matter how slight, should be reported to the Sponsoring Organization, and a collision report submitted. However, in the event of a serious collision, the volunteer driver should contact the Sponsoring Organization immediately. A serious collision involves severe property damage, personal injury or the potential for media involvement. [Form 32: Collision Report]

The Collision Scene

1. In the rare case that a serious or disabling collision occurs, ideally the Manager, or designated representative, should immediately go to the scene of the collision to provide support and information. It is the responsibility of the Manager to represent the program at the collision scene in a way that avoids any further liability. The Manager should bring a camera to the scene to assist with the review process.
   
2. Sponsoring Organizations may want to issue a plastic placard, to the volunteer, to hang on the rear view mirror. The card should state: "I am a volunteer driver for the Sponsoring Organization. In case of an accident notify the Sponsoring Organization by calling: (Phone #)." If law enforcement authorities can access the Sponsoring Organization's two-way communication system, that information should be included on the placard.
   
3. Because drivers can be injured or become distraught at the scene of a collision, collision procedures and guidelines should be an important part of orientation training for new drivers.
   
4. It is important that the driver document who was in his/her vehicle and any vehicle that was involved in the collision. This can be done with a disposable camera which is part of the vehicle's emergency equipment.

Procedures for Managers at the Scene of a Collision

Collisions of any type can be an upsetting situation for the driver. A distraught or injured driver can increase liability for the program by what he/she says at the collision scene. For example, when a driver tells riders or bystanders, "I'm so sorry, it's my fault," the potential for claims made against the program will dramatically increase. The program should pay claim expenses it is responsible for, but it should not pay additional expenses because of erroneous statements made at the scene of the collision. Managers should consider the following factors when called to the scene of an accident:

1. Assure that riders are accounted for and are receiving proper emergency services.
   
2. Separate the driver from the collision scene.
   
3. Speak for the program and the driver.
   
4. The driver should be available to answer questions from police and fire authorities.

Media Relations at the Scene of a Collision

Poor media relations at the scene of a collision can cause additional liability. Managers and program representatives should be familiar with and follow procedures when communicating with the media. Guidelines should be in place for employees or volunteers at the scene of a collision. The guidelines may include:

1. Assume the media is present.
   
2. Project a professional image.
   
3. Maintain control of the situation.
   
4. Do not quote hearsay or speculation.
   
5. Do not accept responsibility for the collision.
   
6. Explain "no comment" by saying, "I don't have enough information to answer that question accurately."
   
7. Never speak "Off the Record".
   
8. When interviewed on camera or video, carefully select the background. Stand in front of a neutral background, not in front of the crash.
   
9. Contact the Sponsoring Organization immediately in the event of a serious collision.

Collision Review

A Review Committee, consisting of the Manager and other program representatives, is responsible for reviewing collision reports. In the event of a collision, the committee comes together to review the details of the collision and make recommendations. All collisions must be evaluated for preventability. In each case, preventability is evaluated on the basis of the following statement: "Did the driver do everything reasonably possible to avoid the circumstances that led to this collision?"

What Driver Records Should Be Maintained?

The Sponsoring Organization must have a file containing all pertinent information about each driver. The Federal Privacy Act covers volunteer drivers. All personal information about the driver should be covered by a written confidentiality policy that parallels the organization's personnel policies. The following is a list of the documents, and related information, to be maintained in driver files: [Form 33: Personnel Records Checklist]

1. Original volunteer/employment application
   
2. Interview and reference check documentation
   
3. Criminal history documentation
   
4. Department of Licensing (DOL) history report and any subsequent history reports generated
   
5. Copy of current drivers license
   
6. Copy of training certifications
   
7. On-going objective documentation
   
8. Any documentation relevant to performance
   
9. Copy of current personal automobile insurance card. Insurance must be at least the State of Washington's minimum coverage requirement for POV drivers. Personal auto insurance verification must be kept current.

How About Vehicle Records?

Programs that use volunteers to drive vehicles owned by the Sponsoring Organization must have files containing records relevant to each vehicle. Vehicles and related records should be reviewed annually. A vehicle file should contain sections where the following documentation is maintained:

1. Vehicle maintenance schedule
   
2. Maintenance records
   
3. Maintenance receipts
   
4. Description of maintenance completed
   
5. Daily pre-trip inspections
   
6. Inventory of safety equipment
   
7. Maintenance records for related safety equipment (i.e. fire extinguishers)

What Records Should Be Kept on Riders?

Sponsoring Organizations are required to maintain specific information on the riders using the services. The rider information must be collected and properly maintained using a database or an adequate system done by hand if the agency does not have access to a computer. Rider information, collected by Sponsoring Organizations, will be used primarily for reporting purposes. In the event of an emergency, this information can also be valuable. Rider records should contain the following information:

1. Rider's name
   
2. Address
   
3. Phone number
   
4. Age
   
5. Ethnicity
   
6. Income level
   
7. Medicaid and/or other specific program eligibility
   
8. Mobility information (i.e., uses a wheelchair, cane)
   
9. Disability information (i.e., cerebral palsy, legally blind)
   
10. Height and weight of children under six years old
    
11. Name, address and phone number of emergency contact
    An individual Sponsoring Organization may require additional information for specific program purposes. To assure that rider confidentiality is maintained, Rider files must be kept in a secure location.

How To Record Trip Information

Standard forms are used for reporting trip requests and completion. All trip requests and completed trip information must be properly documented. Trip request information should be recorded when the request is received and the trip completion information when the trip is completed. If a trip requests is deemed to be "special risk," special forms and procedures may be used for the trip. Many programs use "dispatching software" to electronically record trip information.

Trip Requests

Sponsoring Organizations are encouraged to develop a form to record information when a trip is requested. [Form 34: Trip Request] Requests should contain the following minimum information:

1. Date the trip request was made
   
2. Trip date
   
3. Rider name, address and phone number
   
4. Destination address and phone number
   
5. Trip purpose
   
6. Appointment time
   
7. One-way or round-trip
   
8. Return pick-up time
   
9. Special rider information (e.g., uses a wheelchair, uses a cane, escort, child restraints required)
   
10. Emergency contact information. This information is very useful when a child or vulnerable adult is returned to a residence where no one is home as expected. Sponsoring Organizations should develop a policy requiring a personal care attendant (PCA) if there are repeated occurrences of drivers needing to use emergency contacts.

Trip Reports

The driver must document trip completion information. This report may be combined into the reimbursement voucher and coupled with an Incident Report, if indicated. Driver reports typically contain the following information for each trip:

1. Date
   
2. Driver name
   
3. Rider name
   
4. Pick-up location
   
5. Destination location
   
6. Mileage at pick-up and drop-off
   
7. Volunteer or paid driver hours (not including down time)
   
8. Status of trip (no-show, late cancel, or completed)
   
9. "Gatekeeper" information, if indicated

Turndowns, Late Cancels and No-shows

To properly manage a volunteer transportation program the Sponsoring Organization needs to collect accurate information on trip request status. When a rider's trip request is turned-down, the rider cancels the ride late or does not show for the ride, this information must be recorded. The following definitions apply:

1. Turndown: A trip is recorded as a turndown when the Sponsoring Organization is unable to provide the trip. A trip can be turned down for many reasons. For example, a driver may not be available to complete the trip, the schedule for the day may be full or the van may be down for repairs. If this occurs, the trip is recorded as a turndown. If a rider requests a round-trip ride, the result is two trip turndowns. This information is valuable in determining the unmet need in the community and for the development of funding proposals.
   
2. Late cancel: A trip is recorded as a late cancel when the rider cancels the scheduled trip with less than 24 hours advance notice. If the rider had requested a round-trip, the result is two late cancels.
   
3. No-show: A ride is recorded as a no-show when the driver arrives at the pick-up location and the rider is not there or refuses to board. If a rider was scheduled for a round-trip, the first leg of the trip is recorded as a no-show and the return trip is recorded as a late cancel. The driver log should document rider no-shows and late cancels.

New and Unduplicated Riders

Sponsoring Organizations may be required to report data on new and unduplicated riders. Funding agencies may require this information to be reported differently. The following serves as an explanation for reporting new and unduplicated riders:

1. New riders: When a rider registers with the program and receives his/her first ride, that person is a new rider. New riders are only recorded once.
   
2. Unduplicated riders: Unduplicated riders are counted based on the fiscal year. Each rider is counted only once during the fiscal year, no matter how many times he/she receives service. The unduplicated rider count is the total number of people who received rides during the year.
   
3. When a rider is new and receives his/her first ride, that person is a new rider and an unduplicated rider.

Trip Purpose Definitions

If rides must be counted by trip purpose on a service summary, the following terms could serve as a guide for identifying trip purposes:

Trip Term	Ride Purpose
Medical:	All medical appointments that are not life sustaining, including prescribed physical therapy, i.e. swim therapy.
Life-sustaining medical:	Dialysis, Chemotherapy, Radiation treatments.
Personal business:	Rides to meet personal needs. Examples include participation in Adult Day Care Center, visitation of spouse or others in nursing home, support group meetings and banking.
Supportive services:	Rides to an agency/organization that provides direct or supportive services to the rider. Examples include Social Security Office, Veteran's Administration Offices, Resource Centers, etc
Shopping:	Rides to any store, shopping center, mall or retail establishment.
School:	Rides, to meet personal educational needs, to local colleges, universities, and educational training programs or meetings.
Work:	Rides to and from a work/employment setting or assignment and work training.
Volunteer activities:	Rides to and from volunteer work setting or assignment, including from volunteer's home and to an individual senior's home if that is the work setting
Recreational:	Trips to museums, sightseeing, movies, opera, plays, etc.
Nutrition:	Rides to and from a meal site including restaurants.

The forms and attachments included in this guide were drawn from materials available in the public domain, such as the State Patrol Criminal History Request, or compiled from materials freely contributed by the organizations and individuals listed below.

The use of the materials contributed was extended only to the Agency Council on Coordinated Transportation for the purpose of establishing and improving volunteer transportation programs. The information in the guide is not to be used by any individuals or organizations that intend to make a financial profit from the use of the materials.

All the contributions were appreciated; however, there were seven individuals that contributed comprehensive operations manuals from their programs, including forms and training materials. Several of these programs have previously been selected as model programs by one or more researchers and/or organizations.

Who Were the Major Contributors?

Other Important Contributors

Victoria Brooks CIMA Insurance Alexandria, VA
Tracey Christianson WSTIP Olympia, WA
Jenny Christiansen County Senior Transportation Salt Lake City, UT
Doug Ellington American Highways Insurance Reno, NE
Rep. Roger Fitzwater Missouri House of Representatives Jefferson City, MO
Mac Fletcher Care Cars for Elders Spokane, WA
Lois Irwin Partners in Rural Improvement Spokane, WA
Betsy Kachmar Indiana RTAP Bloomington, IN
Jennifer Hardin Center for Urban Transportation Tampa, Florida
Carol Hunter- Zoworski Oregon State University Corvallis, OR
JoAnne Hutchinson Florida Commission for the Tallahassee, FL
Transportation Disadvantaged
Aaron Knight North Idaho Community Express Coeur d' Alene, ID
Jeanne Audry-Lang Northwest Regional Council Bellingham, WA
Paul Meury Medical Assistance Administration Olympia, WA
Bonnie Miller Intercity Transit Olympia, WA
Mary Nokes Mason County Transit Shelton, WA
Chuck Post Special Transportation Services Phoenix, AZ
Daphne Tackett Pierce Transit Vanpool Tacoma, WA
Julie Williams Interlink, Inc. Lewiston, ID

Organizations

British Columbia Transit Vancouver, Canada
Brown County Human Services Green Bay, WI
Community Transportation Association of America Washington, D.C.
Disabled American Veterans Trans. Network Cold Springs, KY
Department for Adult and Senior Services New Castle, DE
Hennepin Co. Volunteer Services Program Minneapolis, MN
Lutheran Social Services of Chicago Chicago, IL
New Hampshire Dept. Health & Human Services Concord, NH
Senior Outreach Transportation Huntington Beach, CA
Trumbull Red Cross Transportation Warren, Ohio
Volunteer Chore Services Tacoma, WA
VON Volunteer Transportation Program Ontario, Canada

Work Group Members

Karl Johanson, Chair Council on Aging & Human Services
Tracey Christianson, Washington State Transit Insurance Pool
Mike Curry, Catholic Services of Western Washington
Tracy Gunter, Lewis/Mason/Thurston Agency on Aging
Nancy Hanna, Office of Community Development
Tim Hockett, Olympic Community Action
Jeanne Audry-Lang, DSHS Medical Assistance Administration
Patty McDonald, DSHS Aging & Adult Services Administration
Bonnie Miller, Intercity Transit
Chris Quimby, Catholic Community Services
Eilene M. Sullivan, Senior Services of South Sound
Daphne Tackett, Pierce Transit

Project Staff Members

Barb Savary, WA Department of Transportation
Project Director
Don Chartock, Agency Council on Coordinated Transportation
Coordination Consultant

If you are working from the internet version or the electronic version on CD ROM, many of the forms are Microsoft Word or Excel files and are easy to modify to fit your needs. The term "Sponsoring Organization" has been used uniformly so that users can easily search and replace that name with the name of your organization. Each of the forms has footers and page numbers relevant only to this section of the Guide. To use, simply delete the footer and insert appropriate page number.

Three of the forms are Adobe pdf. files. Each is a form from a Washington State agency, e.g., Washington State Patrol. These forms can be read and printed with Acrobat 4.0 or later. However, they cannot be edited. Before using the form, you should check with the applicable state agency to ensure there have been no changes to it since the publication of this guide. The forms can also be downloaded directly from the State Agency's web sites.

Please Note: Form 15, the FBI Records Request form, is a sample. The actual card stock form must be used to submit a formal records request to the FBI.

FORMS

1a. Liability, Standards, and Indemnification
1b. Waivers, Agreements to Participate, and Hold Harmless
1c. Trip Description
1d. Volunteer Transportation Release
2. Rider Registration/Trip Request
3. Rider Survey
4. Rider Grievance
5a. Volunteer Driver Job Application
5b. Private Vehicle Registration Application
6. Volunteer Driver Availability
7. Volunteer Driver Personal References
8a. Medical Forms - Self-Declared Medical Condition
8b. Medical Forms - CDL Medical Examination With Doctor's Description
9. Medical/Physical Release
10a. Driver Selection Guidelines
10b. Driver Selection Standards
11a. Job Description - Personally Owned Vehicle (POV) Driver
11b. Job Description - Essential Job Functions
12. Statement of Understanding
13. Driving Record Request (DOL)
14a. Criminal Record Checks (WATCH) - Criminal Records Privacy Act
14b. Criminal Record Checks (WATCH) - Child/Adult Abuse Records Search Instruction
14c. Criminal Record Checks (WATCH) - Child/Adult Abuse Information Request
15. FBI Records Request (sample only)
16. Driver Code of Conduct
17. Ethics Policy
18. Harassment Policy
19. Driver Evaluation
20. Exit Interview
21. Confidentiality Policy
22a. Training Standards
22b. Training Checklist
23. Road Test
24a. Lift Operation - Procedures and Checklist
24b. Wheelchair Securement Procedures and Checklist
25. Bloodborne Pathogen Exposure Incident Form
26. Gatekeeper Information
27a. Abuse Description
27b. Abuse Reporting Form
28. Drug-Free Workplace Policy
29a. Pre-Trip Inspection Narrative
29b. Pre-Trip Inspection Form
30a. Trip Plan - Back-Up
30b. Trip Plan - Back-Up (For Out-of-Area Operations)
31. Incident Report
32a. Collision Reports - Incident/Collision Report
32b. Motor Vehicle Collision Report (MVCR).
33. Personnel Records Checklist
34. Trip Request
35. Donations Policy
36a. Reimbursement Voucher
36b. Reimbursement Policy on Meals and Incidentals
37. Institutional Application for Disabled Parking Privileges

ATTACHMENTS

1a. Revised Code of Washington (RCW) - Special Needs Transportation
1b. Revised Code of Washington (RCW) - Ride Share
2a. Insurance Information - Indemnification
2b. Insurance Information - Volunteer Liability
2c. Insurance Information - Limiting Liability
2d. Insurance Information - Common Pitfalls
2e. Insurance Information - Volunteer Auto Liability
3. Washington State Patrol Criminal History Records
4. Disqualifying Crimes
5. Driver Orientation
6. Etiquette and Behaviors for Dealing With Persons With Disabilities
7. Transporting Persons With Disabilities
8. Head Start-Transporting Children with Disabilities
9. Staying Out Of Trouble: Regulatory Requirements For Non-Profits
10. Maintenance Checklist
11. Transportation Glossary
12. Bloodborne Pathogen Control Policy
13. Interstate Registration
14. ADA Vehicle Accessibility Standards

Volunteer Drivers - A Guide to Best Practices

This publication is also available online at:
www.wsdot.wa.gov/transit/vdg/