How Transit Agencies & Municipalities Are Elevating Paratransit Programs with Assisted Transportation Services

In today's evolving mobility landscape, transit agencies and municipalities are seeking innovative, inclusive, and human-centered transportation solutions that meet the diverse needs of riders. We know that public transportation is not a one-size-fits-all solution, and when it comes to older adults, individuals with mobility impairments, and folks who need a little extra support, the nuance only grows. Companion Rides, our Door-Through-Door assisted ride share service, bridges service gaps and creates a more equitable transportation experience for these populations.

The Challenge: Gaps in Traditional Transit Services

Many traditional transit systems are built around fixed-route models or curb-to-curb paratransit services. These modes, while well-intended, often fall short for populations who need personalized assistance, hence the rise in ADA compliance and services. Transportation is the #1 caregiving responsibility in America, with unpaid caregivers providing over 1.4 billion rides each year (National Aging and Disability Transportation Center, 2021). Older adults and individuals living with cognitive or physical disabilities frequently encounter the following challenges:

• Difficulty navigating public transportation or paratransit alone

• Unsafe or inaccessible environments between home and transit pickup points

• High costs of specialized transportation

• Anxiety about being a burden on family and loved ones

• Missed medical appointments due to no-shows or caregiver scheduling conflicts

These challenges aren't simply inconvenient; they're costly. 5.8 million healthcare appointments are missed annually due to transportation barriers, which leads to worsened health outcomes and increased emergency care usage, putting pressure on both families and healthcare systems. Transit agencies and healthcare providers alike are now prioritizing a more holistic approach to transportation—one that values safety, companionship, and continuity of care. Learn more about Onward’s ADA promise here.

What Are Companion Rides?

Companion Rides are an FTA-compliant opportunity to close transportation gaps for riders needing little extra support. Companion Drivers are both the driver and the companion, supporting riders from the front door, down the stairs, safely into the vehicle, and through the doors of the destination. These trained drivers undergo background checks, routine drug and alcohol testing, carry active CPR and First Aid certifications, and much more. They are trained to support riders in avoiding fall risks, safely enter and exit a vehicle, fold and unfold wheelchairs and walkers, and be a trusted companion throughout transport. 

• Door-Through-Door Assistance: Drivers are trained to support riders from the front door to the final destination and with all of the steps in between. In the case of medical appointments, Companion Drivers may assist riders up until the point of check-in.  

  
  

• Prescheduled & Same-Day Transportation: Companion Rides can be scheduled up to 6 months in advance, allowing caregivers to schedule routine appointments in advance. For last-minute trips, same-day transportation is available in certain markets. Please allow 1 hour's advance booking. 

  
  

• Informed Care Partners: Ride notes, notifications, and designated care partners keep everyone informed and on the same page. Configurable notifications allow for real-time trip tracking, reminders, and arrival confirmation.

  
  

Companion Rides are designed to bring heart into a logistical discussion. They’re about restoring autonomy, supporting caregivers, increasing access to transportation, and building equity.

Community Impact of Assisted Transportation Services

Transit agencies and municipalities are constantly looking for ways to close transportation gaps in their communities and better serve aging populations. In some cases, that means adding a bus route, and in others it means adding a new type of transportation altogether. Companion Rides, assisted Door-Through-Door rideshare, offers a low-cost, high-touch alternative that meets that moment:

1. They’re Bridging the Gap

Companion Rides fill a critical service gap between traditional curb-to-curb transportation and non-emergency medical transportation (NEMT). For many riders, basic curb-to-curb ridesharing isn't enough. Companion Rides provide a higher level of care that reduces the risk of no-shows, enhances the passenger experience, and aligns better with patient-centered care principles.

2. While Maintaining Compliance

FTA Compliance is the standard that all federal transportation operators are held to. It includes routine drug and alcohol testing, driver background checks, maintaining certifications such as CPR and First Aid, and a clean driving record. Companion Drivers meet and exceed this standard, offering agencies and municipalities an opportunity to keep their agencies compliant, ultimately reducing risk for riders and the organization. 

3. And Enhancing Rider Satisfaction

Rider feedback consistently shows that feeling safe and supported go hand in hand, and for Transit Agencies and Municipalities that meet riders where they need to be met. The data speaks for itself. Companion Rides maintains a 4.9/5 star rating, improving satisfaction scores, building rider confidence, and demonstrating the importance of supporting riders with the right level of transportation based on their needs.

4. While Relieving Caregiver Burden

Many family caregivers are overwhelmed by the logistical requirements of coordinating and providing transportation. Transportation is frequently cited as the #1 caregiving responsibility in America. By providing the right level of transportation for individuals who need a little extra support and engaging technology to keep caregivers informed, family caregivers may relieve some of the pressures of caring for a loved one. 

Building Inclusive Paratransit Systems 

As the U.S. population ages and older adults seek solutions that allow aging in place and community-based models, transportation plays a critical enabler of access and equity. Paratransit programs already play a creative and integral role in offering solutions that go beyond basic mobility, but as the silver tsunami arrives, Transit agencies and municipalities will be called to innovate. 

1. Language Support & Translation Services

   
   

Coordinating transportation programs for communities ranging in age, technological confidence, and language means that simple solutions that support all languages will reign supreme. Onward’s text-based ordering solution removes the need for paratransit riders to download an app, save a password, and log in, but verifies program enrollment in an age—and language-friendly manner. 

2. Hiring for empathy, training to support mobility impairment

   
   

Supporting riders with disabilities requires a different mindset and model than traditional rideshare services. Safety, rider experience, and override speed - always. Onward trains Companion Drivers to support riders with mild mobility and cognitive impairments with tailored programming such as fall risk avoidance, navigating stairs and curbs, folding and stowing wheelchairs and walkers, and safe vehicle entry and exit procedures. Going a step further, 

3. Consistent Driver/Rider Matching: 

   
   

In 2023, former Surgeon General Dr. Fauci explained that Americans are experiencing an epidemic of loneliness and social isolation. We began building a proprietary matching algorithm to consistently match riders and drivers together. Rider feedback reports both riders and drivers feeling safer with familiar faces, especially with riders who need routine medical assistance for Dialysis. 

Onward’s deep background in healthcare and transportation creates a melting pot of experience that aids in the innovation of our technology and services. Our partners are launching transportation ecosystems in which innovation and equity are a cornerstone of wellness, dignity, and participation.

Partner with Onward Today

If you're a transit agency or municipality seeking a reliable, compassionate, and innovative paratransit solution, let’s chat. We’re aligning the convenience of modern technology with the heart of personal care to redefine Paratransit programs across America. 

Empower your residents with transportation that supports not just their destination but also their dignity.

Learn more and connect with our team here. See how Onward can elevate your transit services and transform lives—one ride at a time.