ScenarioPlusby Waiver Academy
‹ Ride Right: Dispatch & Operations

Pocket guide · NEMT

Ride Right: Dispatch & Operations

Honest schedules. Qualified drivers. Records you can stand behind.

  1. Schedule what you can safely doOnly accept trips you can cover on time, with enough time between them for loading, securement and traffic. An overloaded route means late pickups, missed appointments and rushed drivers. If you can't cover a trip, tell the broker early so the rider still gets there. Episode 1: Too Many Rides
  2. No current credentials, no drivingDrivers need current credentials for every trip: license, background check, training such as CPR and first aid, and anything your broker or state requires. When one expires, the driver stops driving until it's renewed. Track expiry dates and remind people early. Episode 2: Expired
  3. Only approved drivers and vehiclesOnly drivers and vehicles that are approved, checked and trained can carry riders, as your broker and state require. Family and friends are no exception. When you're short, reassign trips to approved drivers or ask the broker to reassign them. Episode 3: Not on the List
  4. Change trips the approved wayA trip is approved for a set rider, pickup, destination and time. When something changes, get the change approved the way your broker requires, then write down what changed, who approved it and when. Unapproved changes can make a trip unbillable. Episode 4: Changing the Trip
  5. Every complaint countsTake every complaint seriously, however small or frequent. Thank the person, write down exactly what they say, look into it fairly, hear the staff member's side, and report it to the broker when their rules require. Follow up with the rider, and never treat them worse for complaining. Episode 5: A Complaint About Kyle
  6. Never invent recordsNever fill in missing signatures, times or details after the fact to make records look complete. That's falsifying records. Instead, list the gaps honestly, add dated notes explaining them, fix the process that caused them, and be open with the auditor. Episode 6: Cleaning Up the Logs
  7. Be open with auditorsDuring an audit, answer questions honestly, show the real records, and explain any gaps and the corrections you've made. Give requested documents promptly. Auditors expect some mistakes. What they can't accept is records that were changed to hide them. Episode 7: The Audit
  8. Report billing problemsIf you see billing for trips that didn't happen, raise it straight away with your supervisor or compliance contact. Overpayments must be reported and paid back promptly, as the rules require. If nobody acts, use the compliance or fraud hotline. Reporting in good faith is protected. Episode 8: Speak Up
  9. Check approvals before you bookRecurring trips, like dialysis, depend on a current approval or authorization. Track end dates, ask for renewals early, and tell the rider if anything might change. Don't keep booking and billing trips once an approval has lapsed. Follow your broker's or program's rules. Episode 9: Is the Approval Current?
  10. Safety first in bad weatherIn bad weather, put safety first. Keep urgent trips like dialysis running with experienced drivers where it's safe, reschedule the rest, and call every rider affected. Record cancellations and changes honestly, and never bill for a ride that didn't happen. Episode 10: The Snow Day