NEMT · 10 episodes

Ride Right: Dispatch & Operations

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

For NEMT dispatchers, managers and owners: realistic schedules, driver credentials, broker rules, trip changes, complaints, honest records and audits.

The episodes

1. EP 1 · FreeToo Many Rides Key takeaway Only 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.
2. EP 2Expired Key takeaway Drivers need current credentials for every trip: licence, 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.
3. EP 3Not on the List Key takeaway Only 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.
4. EP 4Changing the Trip Key takeaway A 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.
5. EP 5A Complaint About Kyle Key takeaway Take 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.
6. EP 6Cleaning Up the Logs Key takeaway Never 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.
7. EP 7The Audit Key takeaway During 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.
8. EP 8Speak Up Key takeaway If 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.
9. EP 9Is the Approval Current? Key takeaway Recurring 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.
10. EP 10The Snow Day Key takeaway In 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.

Each episode is about a minute, with a quick check after it. Watch in the ScenarioPlus app or on the web. Get the app