Eligibility managers are some of the most dedicated people on your team. They know every application deadline. They know the stakes for the riders waiting on a decision. And they show up every day determined to get it right — often despite spreadsheets, scattered reminders, and systems that can make work harder.
We built a platform specifically for those teams. Not just to digitize the process, but to give them the clarity and confidence to do their best work every single day.
Focus on the most pressing items.
The best eligibility teams are already prioritizing the most critical tasks. But an intuitive dashboard makes that even easier — surfacing open applications, upcoming deadlines, and cases that need action the moment someone logs in. That means teams spend less time orienting, and more time working through applications and follow-ups.
“I only have 10 minutes right now. Where do I need to focus my attention? Knowing that is super useful.”
Stay ahead of deadlines, easily.
Great coordinators already feel the urgency of a ticking SLA clock. The SLA Counter makes that urgency visible across the whole team — with clear indicators for applications that are approaching or at risk. No need to calculate with a shared, real-time picture of where things stand. Set your counter to what works best for your team, whether that’s 21 days for ADA services, or your local compliance requirements
“I can tell you right away at a glance I like this. The “SLA at risk” — is very important to me.”
“She knows that she's only got four days left. And she keeps herself focused. The drive and the demand is: this is extremely important for you to focus on.”
Every change, documented.
Good documentation helps you maintain a compliance paper trail. Application History makes it effortless and digital — a timestamped record of every update, every status change, every person who touched a file. When appeals come in or compliance reviews happen, the work your team has done speaks for itself.
“Magic. It’s basically like a log of who touched the application.”
Digitize and automate repetitive work.
Give your team valuable time back by digitizing and automating as much of the process as possible. An online rider application portal, AI-assisted application scanning, automatic letter generation, and sophisticated rule management (think: conditional eligibility), are some of our partners favorite time-saving features!
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“The AI Scanning tool has been a game-changer! We've seen a noticeable boost in efficiency—it’s taken care of the routine, manual work and given us more time to focus on application reviews.”
— Omilio Brown Supervisor, Mobility On-Request at York Region Transit
What happens when you get it right? You go from reactive to proactive.
York Region Transit, one of Canada’s leading transit agencies, has seen success running a complex intake process spanning 70+ eligibility types. By digitizing workflows, automating repetitive steps, and staying ahead of deadlines, the team now spends less time on paperwork and more time supporting riders, medical providers, and community partners.
The results speak for themselves:
- 31+ hours saved each month
- 2x faster application processing
- A shift from filing cabinets to a fully paperless, traceable operation
How can you do the same?
- Digitize and automate — online applications, letter generation, and an end-to-end workflow in one place
- Track ADA deadlines — SLA counters and at-risk indicators keep teams focused on what matters most
- Stay audit-ready — full reports, application history and documentation for appeals, reviews, and compliance checks
Your team is doing important work. At Via, our enablement team works alongside you to bring your process into the Eligibility Management Platform — so the transition is smooth and the impact is immediate.
Interested in learning more? Fill out the form below.
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