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Updates Underway on Metro Call-A-Ride Service

Metro Transit has new initiatives underway to improve Metro Call-A-Ride Service. As of January 5th, there are now 135 Call-A-Ride Operators currently employed. The number continues to climb with an extension of the $5000 signing bonus through the first quarter of 2024.

In regards to their telephone system, Metro is working to improve usability and reporting of the system. By mid-February, the agency reported it is targeting the following system updates:

  • Callers will have the option to remain on hold OR to request a return call from the next available reservation agent;
  • Updated phone menu that will allow for increased efficiency in routing calls;
  • Improved reporting of hold time and call volume that will allow Metro Transit staff to better track progress towards internal goals.

In addition, they have hired a consultant to analyze the capabilities of their existing Call-A-Ride scheduling software.

Metro Transit has also contracted an ADA Consultant to look at their system including staff interviews, and data, policy, and procedure reviews. The ADA Consultant has taken part in an ADA Customer Advisory Group, facilitated a focus group, and interviewed Call-A-Ride users, all with the purpose of improving service for Call-A-Ride customers. Metro Transit expects the ADA Consultant to make a series of recommendations in Spring 2024.

After a successful testing period beginning in August 2023, all Call-A-Ride customers can now purchase their fare in advance via an app and show a digital ticket when boarding the vehicle. Customers who wish to take advantage of this new option need to email with the subject line “Send me info” to enroll.

Finally, ADA paratransit customers who use Call-A-Ride can participate in the On the Way with ADA program. ADA paratransit customers can use an On the Way with ADA Gateway Card to ride free on both MetroLink and MetroBus. Those interested should contact the ADA Services team at 314-982-1525 or to participate.

CMT will provide additional updates as Metro Transit continues to implement these new changes and updates.

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