A note before we dive in. When we say "caregivers," we're talking about the diverse network of individuals and organizations who support paratransit riders—from family members and personal care assistants to group homes, day centers, and healthcare facilities. These caregivers coordinate multiple rides daily, often for multiple riders, acting as a critical link between transit agencies and the riders who depend on them.
So how do we better support these essential partners?
Today's caregivers are managing increasing responsibilities with limited resources. Whether it's a family member balancing work and caregiving duties, or a day center coordinating transportation for dozens of clients, these individuals and organizations are a lifeline for many paratransit riders.
In the United States alone, there are over 53 million caregivers—a number that continues to grow as our population ages. These caregivers spend an average of 24 hours per week providing care, with many juggling transportation coordination alongside medical appointments, medication management, and daily living support.
For paratransit services, caregivers are not just stakeholders—they're partners who:
Many institutional caregivers spend up to two hours daily on transportation logistics—calling to check on rides, preparing clients, coordinating with drivers, and managing changes. That's valuable time that could be better spent providing direct care.
The success of any paratransit technology implementation depends heavily on caregiver buy-in and adoption. Rather than treating caregivers as an afterthought, smart transit agencies are involving them from the very beginning.
What does that look like in practice?
At a recent paratransit service launch in Texas, we facilitated live info sessions with the top care facilities in the area prior to the transition to Via’s software. Getting their feedback early allowed the Via launch team to configure service rules to accommodate their most important needs. When launch day came, these same caregivers helped train their colleagues and riders, making for a stress-free transition away from their legacy software and onto the Via platform.
Consistency is critical for both riders and caregivers in the paratransit ecosystem. Predictable experiences reduce anxiety, build trust, and help keep pickups and dropoffs running on time.
One example of a consistent experience might be ensuring that whenever possible, riders are sharing a vehicle with other people they already know. In general, the Via system automates paratransit scheduling and routing—assigning riders to the most efficient vehicle that will ensure an on time pickup or drop off. However, sometimes providing consistency is more important than being as efficient as possible. Via's Ride Groups feature strikes that balance by allowing agents to assign riders to a “group,” which means they’ll be assigned to the same vehicle. This can be useful for riders all travelling to the same day care center, or simply allow riders to travel with their friends. Importantly, the Groups are not totally templatized—if a group assignment will jeopardize OTP performance or rules about time on board, the system overrides it. This keeps riders safe and service on time, while providing consistency whenever possible.
For caregivers, this means:
Automations help save time on routine processes like scheduling, while giving agencies the power to override settings when necessary.
📖 Read: Unlock operational excellence with Via's Scheduling Engine.
Caregivers need real-time information about their riders' trips—but they don't have time for constant phone calls to dispatch or digging through complicated interfaces.
That's why we created the Via Caregiver App. This tool gives trusted caregivers exactly what they need:
Of course, agency staff has total control over which trusted caregivers are able to access which rider’s information—ensuring everyone has access to the information they need, and nothing they don’t.
The Caregiver App eliminates the need for "where's my ride" calls, giving valuable time back to both caregivers and transit agency staff. Higher visibility means calmer caregivers, more empowered riders, and ultimately better care.
📖 Read: Empower your caregiving community with Via's Caregiver App.
Caregivers are on the frontlines, noticing patterns in service quality that riders themselves may not always articulate—like consistently late pickups, confusing communication, or stressful hand-offs. Agencies should create clear and recurring channels for caregiver feedback, beyond one-off surveys.
Here are some ways to integrate caregiver perspectives effectively:When it comes to operational excellence, riders and drivers are rightfully the primary focus. But caregivers are a third pillar of paratransit excellence.
By engaging them early, providing consistent experiences through features like Ride Groups, equipping them with dedicated tools like the Caregiver App, and incorporating feedback into ongoing service improvements, agencies can transform their paratransit operations.
This caregiver-inclusive approach not only improves network efficiency, but ultimately enhances the experience for everyone—riders receive better service, caregivers gain back valuable time, and agencies operate more efficiently with fewer support calls and higher satisfaction scores.
Want to learn more about how Via's Caregiver App can transform your paratransit service? Get in touch.