Here at Via, we believe paratransit service should be joyful. Operators are the face of your service, meeting riders at their door before they even enter a vehicle. They’re a critical part of delivering high-quality service your riders can love and rely on. Happy drivers = happy riders.
But recruiting and retaining these critical team members isn’t easy. APTA research shows 85% of public transit agencies continue to face operator shortages, resulting in service reductions and delays for riders. So what’s the key to operator retention amidst driver shortages?
We’ve onboarded over 150,000 drivers onto Via’s platform to operate complex services all over the world, and we’ve got some ideas. We spoke to our internal expert, Omar Sarr, who joined Via in 2014 as a driver and, over the years, grew into his current role as Driver Operations Manager. Now, he serves as an ambassador for our drivers across the globe. Omar shares five proven strategies to recruiting and retaining top-tier paratransit drivers.
When it comes to paratransit operator recruitment, Omar looks for three things: great driving skills, great customer service skills, and the ability to manage situations for riders with diverse mobility needs.
Omar says, “Safety is our number one priority. Operators must be skilled in driving vehicles that accommodate mobility devices like wheelchairs and scooters, and get the required training to handle these devices. They need to make sure riders are safely boarding and exiting the vehicle to reduce accidents and provide dependable, high-quality service to riders who really rely on it.”
But the other non-negotiable skill for paratransit operators isn’t found on a resume or on the road — it’s compassion. Omar looks for empathetic candidates who are committed to maintaining the standard of service they’d want their loved ones to receive.
Creating opportunities for growth is crucial to keeping operators engaged. Omar’s approach involves identifying potential leadership early. Look for operators who show promise during training and “provide support, guidance, and problem-solving when challenges arise.” Omar taps these high-performing drivers to take on supervisory roles within the team, and in some cases, the region.
Omar’s own journey is a testament to the impact of transforming jobs into careers. “In my early days as a driver, I also spent time in the office making sure that new drivers were well trained to do a great job. Now, as a Global Driver Ambassador, I get to witness and be part of something truly special. I’m excited and proud to be part of a company that is driving real change in the transportation world.”
Of course, competitive pay is the ante for successful recruitment and retention. In addition, Omar helps the Via team deeply understand operator preferences in each community and creates tailored incentives. Consider offering:
Hiring paratransit operators isn’t just about filling shifts—it’s about building a team of professionals committed to providing safe, dependable and high quality service. By prioritizing compassion, continuous support, and impactful work, you can create a workforce that truly drives change.