NORFOLK, Va. (WAVY) — Hampton Roads Transit’s paratransit service is so important because of the community it serves here in Hampton Roads — the developmentally and physically disabled. But with complaints that have come in over the past several months, the agency said changes have been made and reliability is improving.
10 On Your Side has profiled people like David Westbrook in Hampton, who relies on the paratransit service. It’s also used by clients of the Project SEARCH program, which places developmentally disabled residents in jobs.
HRT said it took a major step forward this summer by getting better drivers.
“We’ve made some good strides since July 1,” HRT communications manager Thomas Becher said. “The primary vendor and supplier of the drivers is now Easton Coach. They’re well-known around the country for providing paratransit services, so our reliability has certainly gone up.”
It’s a change the agency needs after reports of drivers showing up three hours late, or in some cases, not at all. Becker said paratransit has 90 vehicles that are constantly being refreshed, providing 40,000 rides in an average month.
“We know this is a critical service for people to get to appointments, to get to work, to see family, so we understand how important it is for many of our customers,” he said.
Becher said just like any other drivers, Paratransit’s biggest challenges are traffic and weather, but he pledges that HRT will be listening when riders have problems with the service.
“We do take every concern seriously,” he said. “It goes through our customer service team and we do respond to people and we do look at the numbers.”
In order to use paratransit, you must qualify with documentation from a doctor, and HRT recommends that if you’re setting up your first paratransit ride, it’s best to apply for it at least a week in advance.