MTMNews

2300 N Street NW Suite 720 - Washington DC 20037 - Toll Free (888) 561-8747 - www.mtm-inc.net/washingtondc

S P R I N G 2012

MTM Saves DC DollarsIn 2007, the first year that MTM managed the transportation program for Medicaid recipients in Washington DC, MTM provided an instant savings to the district, dropping the cost to operate the program from $24 million to $16 million, a savings of approximately 33%.

Over the past four and half years, MTM has continued to provide multi-million dollar savings to the district. MTM has been able to manage the 20% per year increase in trips with only an 8% increase in cost. As a result, MTM currently provides 85% more trip legs than it did in 2007, and still operates at $3 million under the amount the district paid before contracting with MTM.

Much of the cost savings can be attributed to MTM’s thorough level-of-need process that ensures mem-bers are assigned to the most appropriate, cost-effective mode of transportation. MTM has been able to move many mem-bers to more efficient modes, such as the bus and gas reimburse-ment programs.

Message from Yolandra

In 2011, MTM providers completed nearly 1.5 million trip legs, of which 99.8% of trips were complaint-free. This is a

testament to our drivers and customer service staff who work diligently every day to ensure safe and reliable transportation for each member. Currently, our network consists of 31 transportation providers who complete approximately 75,000 trips each month. We handle upwards of 10,000 calls each month in our local Washington DC call center, which employs 20 individuals.

In this issue of MTM DC News, we have compiled a few stories to update you on the status of our local operations and to provide you with an update on some of our processes and programs. I encourage you to take a few minutes to read about some of the great things that MTM has been working on in the DC area, both for the Medicaid population and beyond. We are proud to provide excel-lent service to individuals in Washington DC.

Regards,

Yolandra Plummer, PhDDistrict of Columbia Program Director

Washington DC Edition

MTM and its Leadership

Founded in 1995, MTM is a leader in non-emergency medical transportation

management, providing service to managed care organizations, state and

county governments, departments of aging, hospitals, and county health and

human services departments, as well as health systems and other programs

involving transportation for the disabled, underserved, and elderly populations.

MTM's employee culture thrives in an environment that facilitates innovation,

and is built upon a commitment to quality customer service and a passion to

improve healthcare access.

MTM is one of the nation's largest and most experienced transportation

management firms, yet it remains family-owned and operated. Under the

direction of President and CEO, Alaina Macia, MTM has grown to service clients

in more than 20 states and has developed diversified product offerings to

provide clients with a full

range of transportation

solutions to meet their

needs. An experienced

and involved executive

leadership team provides

clients with individual-

ized attention and

continually develops best

practices, driving the

industry to higher

standards of care.

Indicates states in which MTM operates MTM Headquarters and customer service center

MTM customer service centers

Business office

New Jersey

New YorkR.I.

Mass.

Conn.

N.H.

Maine

Pennsylvania

Del.Md.

Washington D.C.

Vt.

Washington

Arizona

New Mexico

Texas

Oklahoma

KansasColorado

Utah

Nevada

California

Idaho

Montana North Dakota

South Dakota

Nebraska

Minnesota

Iowa

Missouri

Arkansas

Mississippi Alabama

Louisiana

Florida

Georgia

Tennessee

Wisconsin

Illinois IndianaOhio

Michigan

Kentucky

Wyoming

Virginia

VirginiaWest

Carolina

North Carolina

South

Ocean

North

Atlantic

North

Ocean

Pacific

Hawaii

HA001-4-2010

Oregon

2300 N Street NW Suite 720Washington DC 20037Toll Free (888) 561-8747www.mtm-inc.net/washingtondc

Scan with your mobile phone to view our video.

MTMNewsWashington DC Edition

Transportation providers play a crucial role in the safety and reliability of our program, in addition to having a significant impact on the customer service experience. Therefore, providers who wish to be a part of MTM’s network must go through a strict credentialing and training process before they are able to become contracted providers. After joining the network, providers must maintain up-to-date credentialing and complete refresher training courses in order to remain compliant.

With our state-of-the-art, intuitive credentialing database, transportation providers have the ability to enter all

credentialing information and documents online, enabling them to pass our stringent process.

During the initial credentialing process, each provider is required to upload information into our online system. The database keeps track of each credential’s expiration and helps us ensure that no provider is allowed to take trips without having their information and training requirements current. This process ensures that members only receive transportation from qualified, approved vehicles and drivers.

As part of the credentialing process, each driver must complete training on such topics as Abuse and Neglect, CPR, Customer Service, First Aid, Defensive Driving, DDS Training, and Drug and Alcohol Abuse. Training requirements ensure that drivers are prepared to meet the needs of their passen-gers and prepared to deal with challenges and emergency situations that may occur.

March Training RefresherMTM encourages continual education and the professional advancement of its drivers through periodic refresher courses. These courses reinforce important topics covered in the initial training requirements and also introduce additional information. In March, a total of 154 drivers completed the Department on Disability Services (DDS) refresher training. The curriculum included the following topics:

• Myth and Misconceptions about Persons with Disabilities

• Introduction to Developmental Disabilities• Disability Movement and the District of Columbia• The Pratt Decree and the Dixon Decree• Communicating with Persons with Disabilities• People First Language• Individual Support Plan• Behavioral Support Plan• Individuals with Disabilities Education Act (IDEA)• Section 504 of the Rehabilitation Act • District Regulations on Disability

Driver Credentialing & Training

In a partnership with the Washington DC school district, MTM has been coordinating supplemen-tal transit services for special needs students since August of 2010.

Initially, MTM was contracted to assist the district by providing on-demand back-up transportation services for the first three weeks of the school year. During this time, the DC district is faced with the challenge of transporting up to 500 students with disabilities, between the ages of three and 21, who are late registrants for school transpor-tation. Transportation for the district is arranged and provided by the Department of Transportation (DOT), but with over 200 public and charter schools, it can take the

Supplemental Transportation for DC Schools

DOT several days to get students routed onto the appropriate buses. MTM stepped in, routed and sched-uled trips, and used its existing network of transportation providers to ensure that students had a safe, reliable ride to school.

MTM provided nearly 600 successful trips, creating a significant reduction in absen-

teeism during the beginning of the school year. The district was so pleased with MTM’s performance during the first three weeks of the 2010 school year that they contracted with MTM again at the start of the 2011 year, and then awarded MTM a five-year contract to provide back-up transportation through-out the entire school year.

Currently, MTM has 43 dedicated vehicles to service the daily needs of the school district, including several vehicles with accessibility to lift and transport individuals in wheelchairs. Drivers provide door-to-door services and any necessary assistance. Whenever possible, each individual student is served by a single driver during the time they require service to ensure continuity and safety.

MTMNewsWashington DC Edition

In April, MTM began installing cameras into vehicles which are used to transport Intellectually and Devel-opmentally Disabled (IDD) individuals. The cameras will record any and all incidents that occur while the trip is in progress, and will be used to ensure recipient and driver safety.

MTM has been transporting individuals with IDD in the DC area since 2007 and is familiar with the challenges of transporting this population. MTM’s drivers receive special training and instruction on working with individuals with IDD and are required to complete refresher courses to prepare them and provide them with the

tools they need to provide exceptional service. The implementation of an in-vehicle camera system reinforces the commitment MTM is making to provide safe and reliable transporta-tion for these individuals.

MTM is utilizing a sophisticated camera and digital video recording (DVR) system developed by 247Security and designed specifically for the school transportation industry. The cameras are mounted on the windshield of the vehicle to allow maximum coverage of the vehicle. The wide-angle lens captures any incidents that occur at the doors and in proximity to the vehicle, as well as inside. Video is captured, sent wirelessly from the vehicle, and stored on a DVR system which allows us to easily navigate to and view a specific recorded event.

Onboard video surveillance cameras give riders the assurance that MTM is doing everything in their power to provide a high level of security. The cameras act as a deterrent for inappropri-ate behavior and aggressive outbursts. Addition-ally, footage can be used to document and

investigate any incident or issue that may arise.

So far, 14 cameras have been installed. By the end of May, cameras will be installed on a total of 100 vehicles that transport individuals with IDD.

In-Vehicle Cameras

PAC meetings are held quarterly. Following the meeting, our Program Director provides follow-up to all issues that were brought up in the meeting that require additional clarification or research and distributes the information to all providers.

PAC meetings are also critical in helping MTM monitor the pulse of the provider network. MTM reviews the informa-tion and input from these meetings carefully and looks for improvement opportunities in its effort to become more efficient, simplify processes, and improve transportation provider and recipient satisfaction.

Provider Advisory Committee PAC

The Provider Advisory Committee (PAC) meet-ings provide opportunities for drivers to receive information and education. The goal of these meetings is to encourage communication and allow drivers to express concerns and ask questions. These meetings are particularly useful in helping maintain a regular dialogue between drivers and MTM staff.

Itineraries are developed using input received from transportation providers. The most recent PAC meeting, held in February, covered such topics as:

1. Turning back trips

2. Electronic transfer download (ETD)

3. No-shows

4. Rates and payments

5. Online claims

6. Transporting additional passengers and attendants

7. Processing pick-up and drop-off (PUDO) submissions

8. Member contact information accuracy

MTMNewsWashington DC Edition

MTM’s travel training program, On the Move, teaches individuals with disabilities and older adults how to travel safely and independently using public transportation. MTM utilizes travel training to encourage more individuals to utilize these community resources, rather than relying on more costly paratransit and on-demand transportation.

Our Paratransit Team in the District works to identify the most appropri-ate mode of transportation for each individual through a series of assessment tools. Each month, MTM conducts more than 375 eligibility assessments.

One goal of the assessment process is to determine which applicants have the potential to successfully utilize public transportation after participating travel training. If travel training is indicated, one of MTM’s travel trainers will set up training in the community using the public transit opportunities in the individual’s neighborhood.

Travel training is always provided in the participant’s community, using real buses and situations. The courses are taught by skilled trainers with experience in serving individuals or groups with special needs and disabilities. The trainers assist participants in overcoming fears and building confidence so they can use the least restrictive mode of public transportation system to the fullest extent possible.

Travel Training

WMATA Travel Training

In February of 2012, MTM contracted with the Washington Metropolitan Area Transit Authority (WMATA) system in the District of Columbia to facilitate intensive, highly individualized one-on-one travel training activities with individuals with disabilities. With two full-time travel trainers and

two back-up travel trainers, MTM will train more than 100 participants each year to use the WMATA bus and rail system.

Under this program, MTM works with WMATA’s ADA Paratransit Team to conduct outreach activities with local community groups, social

service organizations, and schools to educate staff at these organizations about available accessible transportation options.

After initial point-to-point training, our staff provides extensive follow-up with each individual to ensure they remain successful in their public transit abilities and comfortable with the system. Each of our travel trainers has a broad background in providing travel training services and working with individuals with disabilities. As an additional component of this program, we work closely with Metro’s paratransit system to act as a satellite office for receiving and process-ing WMATA Reduced Fare applications from eligible participants.

Meet Robyn

Robyn Bernardy is On the Move Program Director. She earned her Bachelor’s of Arts degree from the College of St. Benedict/St. John’s University and her Masters of Social Work degree from George Mason University.

For the past eight years, Robyn has worked in a variety of settings, but each has involved assisting people with disabilities. This experience led Robyn to realize what a huge impact accessible transportation options has on people’s lives. Robyn is

dedicated to assisting individuals with disabilities in the DC area to increase their independence and provide them with new life-enhancing opportunities as they explore the public transit system and their communities.

On the Move helps individuals become more confident and self-reliant as a result of learning to travel independently. These skills improve the quality of life of the program participant as it encourages community integration, participation in recreational and employment activities, and overall independence. Travel training also provides benefit to the community as it encourages use of public transportation and reduces costly paratransit usage. Following training, the travel trainer will conduct routine follow up with the trainee to ensure their continual success.

In 2011, 23 individuals went through intensive, individualized travel training and approximately 645 more completed small group training. Trainees were positive with the feedback about their experience, as 100% of the respondents reported feeling more comfortable riding public transportation after their training and 100% would recommend the travel training program to others.

Travel training topics include:

• Pre-trip preparations

• Reading transit maps and schedules

• Assessing the route and surroundings

• Crossing streets safely

• Using passes and fare cards

• Identifying the correct bus

• Recognizing landmarks

• Using appropriate social behavior

• Learning safety skills

• Solving unexpected issues or problems

• Planning for emergencies

MTMNewsWashington DC Edition

MTM’s travel training program, On the Move, teaches individuals with disabilities and older adults how to travel safely and independently using public transportation. MTM utilizes travel training to encourage more individuals to utilize these community resources, rather than relying on more costly paratransit and on-demand transportation.

Our Paratransit Team in the District works to identify the most appropri-ate mode of transportation for each individual through a series of assessment tools. Each month, MTM conducts more than 375 eligibility assessments.

One goal of the assessment process is to determine which applicants have the potential to successfully utilize public transportation after participating travel training. If travel training is indicated, one of MTM’s travel trainers will set up training in the community using the public transit opportunities in the individual’s neighborhood.

Travel training is always provided in the participant’s community, using real buses and situations. The courses are taught by skilled trainers with experience in serving individuals or groups with special needs and disabilities. The trainers assist participants in overcoming fears and building confidence so they can use the least restrictive mode of public transportation system to the fullest extent possible.

Travel Training

WMATA Travel Training

In February of 2012, MTM contracted with the Washington Metropolitan Area Transit Authority (WMATA) system in the District of Columbia to facilitate intensive, highly individualized one-on-one travel training activities with individuals with disabilities. With two full-time travel trainers and

two back-up travel trainers, MTM will train more than 100 participants each year to use the WMATA bus and rail system.

Under this program, MTM works with WMATA’s ADA Paratransit Team to conduct outreach activities with local community groups, social

service organizations, and schools to educate staff at these organizations about available accessible transportation options.

After initial point-to-point training, our staff provides extensive follow-up with each individual to ensure they remain successful in their public transit abilities and comfortable with the system. Each of our travel trainers has a broad background in providing travel training services and working with individuals with disabilities. As an additional component of this program, we work closely with Metro’s paratransit system to act as a satellite office for receiving and process-ing WMATA Reduced Fare applications from eligible participants.

Meet Robyn

Robyn Bernardy is On the Move Program Director. She earned her Bachelor’s of Arts degree from the College of St. Benedict/St. John’s University and her Masters of Social Work degree from George Mason University.

For the past eight years, Robyn has worked in a variety of settings, but each has involved assisting people with disabilities. This experience led Robyn to realize what a huge impact accessible transportation options has on people’s lives. Robyn is

dedicated to assisting individuals with disabilities in the DC area to increase their independence and provide them with new life-enhancing opportunities as they explore the public transit system and their communities.

On the Move helps individuals become more confident and self-reliant as a result of learning to travel independently. These skills improve the quality of life of the program participant as it encourages community integration, participation in recreational and employment activities, and overall independence. Travel training also provides benefit to the community as it encourages use of public transportation and reduces costly paratransit usage. Following training, the travel trainer will conduct routine follow up with the trainee to ensure their continual success.

In 2011, 23 individuals went through intensive, individualized travel training and approximately 645 more completed small group training. Trainees were positive with the feedback about their experience, as 100% of the respondents reported feeling more comfortable riding public transportation after their training and 100% would recommend the travel training program to others.

Travel training topics include:

• Pre-trip preparations

• Reading transit maps and schedules

• Assessing the route and surroundings

• Crossing streets safely

• Using passes and fare cards

• Identifying the correct bus

• Recognizing landmarks

• Using appropriate social behavior

• Learning safety skills

• Solving unexpected issues or problems

• Planning for emergencies

MTMNewsWashington DC Edition

In April, MTM began installing cameras into vehicles which are used to transport Intellectually and Devel-opmentally Disabled (IDD) individuals. The cameras will record any and all incidents that occur while the trip is in progress, and will be used to ensure recipient and driver safety.

MTM has been transporting individuals with IDD in the DC area since 2007 and is familiar with the challenges of transporting this population. MTM’s drivers receive special training and instruction on working with individuals with IDD and are required to complete refresher courses to prepare them and provide them with the

tools they need to provide exceptional service. The implementation of an in-vehicle camera system reinforces the commitment MTM is making to provide safe and reliable transporta-tion for these individuals.

MTM is utilizing a sophisticated camera and digital video recording (DVR) system developed by 247Security and designed specifically for the school transportation industry. The cameras are mounted on the windshield of the vehicle to allow maximum coverage of the vehicle. The wide-angle lens captures any incidents that occur at the doors and in proximity to the vehicle, as well as inside. Video is captured, sent wirelessly from the vehicle, and stored on a DVR system which allows us to easily navigate to and view a specific recorded event.

Onboard video surveillance cameras give riders the assurance that MTM is doing everything in their power to provide a high level of security. The cameras act as a deterrent for inappropri-ate behavior and aggressive outbursts. Addition-ally, footage can be used to document and

investigate any incident or issue that may arise.

So far, 14 cameras have been installed. By the end of May, cameras will be installed on a total of 100 vehicles that transport individuals with IDD.

In-Vehicle Cameras

PAC meetings are held quarterly. Following the meeting, our Program Director provides follow-up to all issues that were brought up in the meeting that require additional clarification or research and distributes the information to all providers.

PAC meetings are also critical in helping MTM monitor the pulse of the provider network. MTM reviews the informa-tion and input from these meetings carefully and looks for improvement opportunities in its effort to become more efficient, simplify processes, and improve transportation provider and recipient satisfaction.

Provider Advisory Committee PAC

The Provider Advisory Committee (PAC) meet-ings provide opportunities for drivers to receive information and education. The goal of these meetings is to encourage communication and allow drivers to express concerns and ask questions. These meetings are particularly useful in helping maintain a regular dialogue between drivers and MTM staff.

Itineraries are developed using input received from transportation providers. The most recent PAC meeting, held in February, covered such topics as:

1. Turning back trips

2. Electronic transfer download (ETD)

3. No-shows

4. Rates and payments

5. Online claims

6. Transporting additional passengers and attendants

7. Processing pick-up and drop-off (PUDO) submissions

8. Member contact information accuracy

MTMNewsWashington DC Edition

Transportation providers play a crucial role in the safety and reliability of our program, in addition to having a significant impact on the customer service experience. Therefore, providers who wish to be a part of MTM’s network must go through a strict credentialing and training process before they are able to become contracted providers. After joining the network, providers must maintain up-to-date credentialing and complete refresher training courses in order to remain compliant.

With our state-of-the-art, intuitive credentialing database, transportation providers have the ability to enter all

credentialing information and documents online, enabling them to pass our stringent process.

During the initial credentialing process, each provider is required to upload information into our online system. The database keeps track of each credential’s expiration and helps us ensure that no provider is allowed to take trips without having their information and training requirements current. This process ensures that members only receive transportation from qualified, approved vehicles and drivers.

As part of the credentialing process, each driver must complete training on such topics as Abuse and Neglect, CPR, Customer Service, First Aid, Defensive Driving, DDS Training, and Drug and Alcohol Abuse. Training requirements ensure that drivers are prepared to meet the needs of their passen-gers and prepared to deal with challenges and emergency situations that may occur.

March Training RefresherMTM encourages continual education and the professional advancement of its drivers through periodic refresher courses. These courses reinforce important topics covered in the initial training requirements and also introduce additional information. In March, a total of 154 drivers completed the Department on Disability Services (DDS) refresher training. The curriculum included the following topics:

• Myth and Misconceptions about Persons with Disabilities

• Introduction to Developmental Disabilities• Disability Movement and the District of Columbia• The Pratt Decree and the Dixon Decree• Communicating with Persons with Disabilities• People First Language• Individual Support Plan• Behavioral Support Plan• Individuals with Disabilities Education Act (IDEA)• Section 504 of the Rehabilitation Act • District Regulations on Disability

Driver Credentialing & Training

In a partnership with the Washington DC school district, MTM has been coordinating supplemen-tal transit services for special needs students since August of 2010.

Initially, MTM was contracted to assist the district by providing on-demand back-up transportation services for the first three weeks of the school year. During this time, the DC district is faced with the challenge of transporting up to 500 students with disabilities, between the ages of three and 21, who are late registrants for school transpor-tation. Transportation for the district is arranged and provided by the Department of Transportation (DOT), but with over 200 public and charter schools, it can take the

Supplemental Transportation for DC Schools

DOT several days to get students routed onto the appropriate buses. MTM stepped in, routed and sched-uled trips, and used its existing network of transportation providers to ensure that students had a safe, reliable ride to school.

MTM provided nearly 600 successful trips, creating a significant reduction in absen-

teeism during the beginning of the school year. The district was so pleased with MTM’s performance during the first three weeks of the 2010 school year that they contracted with MTM again at the start of the 2011 year, and then awarded MTM a five-year contract to provide back-up transportation through-out the entire school year.

Currently, MTM has 43 dedicated vehicles to service the daily needs of the school district, including several vehicles with accessibility to lift and transport individuals in wheelchairs. Drivers provide door-to-door services and any necessary assistance. Whenever possible, each individual student is served by a single driver during the time they require service to ensure continuity and safety.

MTMNews

2300 N Street NW Suite 720 - Washington DC 20037 - Toll Free (888) 561-8747 - www.mtm-inc.net/washingtondc

S P R I N G 2012

MTM Saves DC DollarsIn 2007, the first year that MTM managed the transportation program for Medicaid recipients in Washington DC, MTM provided an instant savings to the district, dropping the cost to operate the program from $24 million to $16 million, a savings of approximately 33%.

Over the past four and half years, MTM has continued to provide multi-million dollar savings to the district. MTM has been able to manage the 20% per year increase in trips with only an 8% increase in cost. As a result, MTM currently provides 85% more trip legs than it did in 2007, and still operates at $3 million under the amount the district paid before contracting with MTM.

Much of the cost savings can be attributed to MTM’s thorough level-of-need process that ensures mem-bers are assigned to the most appropriate, cost-effective mode of transportation. MTM has been able to move many mem-bers to more efficient modes, such as the bus and gas reimburse-ment programs.

Message from Yolandra

In 2011, MTM providers completed nearly 1.5 million trip legs, of which 99.8% of trips were complaint-free. This is a

testament to our drivers and customer service staff who work diligently every day to ensure safe and reliable transportation for each member. Currently, our network consists of 31 transportation providers who complete approximately 75,000 trips each month. We handle upwards of 10,000 calls each month in our local Washington DC call center, which employs 20 individuals.

In this issue of MTM DC News, we have compiled a few stories to update you on the status of our local operations and to provide you with an update on some of our processes and programs. I encourage you to take a few minutes to read about some of the great things that MTM has been working on in the DC area, both for the Medicaid population and beyond. We are proud to provide excel-lent service to individuals in Washington DC.

Regards,

Yolandra Plummer, PhDDistrict of Columbia Program Director

Washington DC Edition

MTM and its Leadership

Founded in 1995, MTM is a leader in non-emergency medical transportation

management, providing service to managed care organizations, state and

county governments, departments of aging, hospitals, and county health and

human services departments, as well as health systems and other programs

involving transportation for the disabled, underserved, and elderly populations.

MTM's employee culture thrives in an environment that facilitates innovation,

and is built upon a commitment to quality customer service and a passion to

improve healthcare access.

MTM is one of the nation's largest and most experienced transportation

management firms, yet it remains family-owned and operated. Under the

direction of President and CEO, Alaina Macia, MTM has grown to service clients

in more than 20 states and has developed diversified product offerings to

provide clients with a full

range of transportation

solutions to meet their

needs. An experienced

and involved executive

leadership team provides

clients with individual-

ized attention and

continually develops best

practices, driving the

industry to higher

standards of care.

Indicates states in which MTM operates MTM Headquarters and customer service center

MTM customer service centers

Business office

New Jersey

New YorkR.I.

Mass.

Conn.

N.H.

Maine

Pennsylvania

Del.Md.

Washington D.C.

Vt.

Washington

Arizona

New Mexico

Texas

Oklahoma

KansasColorado

Utah

Nevada

California

Idaho

Montana North Dakota

South Dakota

Nebraska

Minnesota

Iowa

Missouri

Arkansas

Mississippi Alabama

Louisiana

Florida

Georgia

Tennessee

Wisconsin

Illinois IndianaOhio

Michigan

Kentucky

Wyoming

Virginia

VirginiaWest

Carolina

North Carolina

South

Ocean

North

Atlantic

North

Ocean

Pacific

Hawaii

HA001-4-2010

Oregon

2300 N Street NW Suite 720Washington DC 20037Toll Free (888) 561-8747www.mtm-inc.net/washingtondc

Scan with your mobile phone to view our video.