Volunteer Drivers Toolkit

A well-trained, enthusiastic driving staff is essential for a successful volunteer transportation program. Whether a volunteer uses an agency-owned vehicle or a personally owned vehicle (POV), they are responsible for the safety and well-being of all riders.

Recruiting Drivers

Recruiting drivers is essential for any volunteer driver program and must be continuous. 

How and Where to Advertise for Volunteers

In addition to having an online and media presence, successful volunteer driver programs seek out local opportunities to advertise for volunteers. Volunteer recruitment sources can include faith-based organizations, local businesses with community engagement initiatives, retired professionals' networks, and regional news sources. Local churches, senior centers, and community centers often include volunteer opportunities. Volunteer drivers sharing their stories, word of mouth, and advertising for volunteers on agency vehicles are also effective strategies for driver recruitment. 

On a national scale, AARP provides a space for members to recruit volunteers, including volunteer driver opportunities, on its AARP Create the Good website. 



Some programs strive to recruit drivers who speak languages other than English that are prevalent in their region. As an example, see Chariot’s 2025 Volunteer Recruitment – Espanol YouTube video.

In most cases, potential volunteer drivers should begin the process by filling out a volunteer driver application form. A sample Volunteer Driver Job Application (Washington State) is included in Section 8: Model Forms (Templates), Policies, and Procedures of this Toolkit.

Specific Qualifications

To protect the safety of passengers, minimum volunteer driver qualifications should be established. These include but are not limited to:

1. The driver should be at least 21 years of age. (The volunteer driver program or its sponsoring organization, as appropriate, may choose a minimum age for drivers based on state and local laws or insurance.)
2. The driver must possess a valid driver's license appropriate for the type of vehicle to be operated.
3. A driver history report must not include citations or violations that exceed the threshold established by the volunteer driver program or its sponsoring organization. See the section below on Driving History Requirements. 
4. The driver must provide a minimum of two excellent references. As an example, a sample Volunteer Driver Reference form is included in Section 8: Model Forms (Templates), Policies, and Procedures. 
5. The driver must be able to operate the assigned equipment.
6. The driver must be willing to attend the training courses required and to follow the volunteer driver program and sponsoring organization's policies.
7. The driver’s criminal history background check must be free of a record of crimes against others. As an example, see the Washington State Department of Social and Health Services Secretary’s List of Disqualifying Crimes. 
8. A volunteer driver information check against the registries available on the National Sex Offender Public Website (NSOPW), which includes registries for states, territories, and tribes, must be free of results. 
9. The driver must have completed a self-declared form indicating the ability to physically carry out the essential job functions as listed in the job description. A sample Volunteer Driver Statement of Medical Condition form is included in Section 8: Model Forms (Templates), Policies, and Procedures. 
10. The driver must not have an uncontrolled chronic illness such as epilepsy, diabetes, heart, or respiratory problems. When indicated, a driver must be willing to provide a physician's statement qualifying them as physically able to drive. If the driver does not have medical insurance, the volunteer driver program or its sponsoring organization may choose to pay for the physical exam. Some programs may choose to use Federal Motor Carrier Safety Administration (FMCSA) medical forms (used for Commercial Driver’s License applications) for this purpose. FMCSA’s Medical Applications and Forms website includes a Medical Examination Report Form and a Medical Examiner’s Certificate. Section 8: Model Forms (Templates), Policies, and Procedures includes a sample Volunteer Driver Medical/Physical Release form. 
11. The driver must not abuse alcohol, drugs, and/or medication.
12. The driver must be willing to sign and comply with the volunteer driver program and a sponsoring organization’s applicable policies covering confidentiality, ethics, and conflicts of interest, as appropriate.



Volunteer driver program and sponsoring organizations may also want to consider including a Caregiver Background Check. Some contracts with managed care organizations or healthcare entities may require them, and it’s a good practice for those who are in unsupervised contact with vulnerable people.

Driving History Requirements

As providers of services to vulnerable populations, volunteer driver programs and sponsoring organizations are responsible for following a proper selection process. This will minimize the chance of being challenged about those processes. The driver selection process should include the following:

1. Prospective volunteer reads and becomes familiar with the job description. Job descriptions may be available online or at the volunteer driver program or sponsoring organization's offices. Section 8: Model Forms (Templates), Policies, and Procedures includes a sample Volunteer Transportation Driver POV (Job Description) and Volunteer Driver Essential Functions.
2. Applicant completes a position application online or at the volunteer driver program or sponsoring organization's offices. Section 8: Model Forms (Templates), Policies, and Procedures includes a sample Volunteer Driver Job Application.
3. Applicant completes a Statement of Understanding online or at the volunteer driver program or sponsoring organization's offices. Section 8: Model Forms (Templates), Policies, and Procedures includes a sample Volunteer Driver Statement of Understanding (Washington State). 
4. Manager reviews the application.
5. Manager conducts a personal interview.
6. Manager conducts reference checks.
7. A report from the state agency or department responsible for supplying in-depth information about an individual’s driving record is obtained. This information is used to complete the rating system discussed in the Driver History Requirements section above. Washington State is used here as an example of how to request an applicant’s driving record, Driving Record Request; Washington State Department of Licensing.
8. A Criminal Record Check that covers the maximum time possible through the state agency responsible for providing criminal history convictions. Fees will vary from state to state, and some states will provide records at no cost to eligible non-profit organizations. As examples:
9. In Washington, the Washington State Patrol Identification and Criminal History Section (WASIS) operates an online system, WATCH (Washington Access To Criminal History), covers two types of criminal history checks which can be done online or by mail. The first check is a Criminal History Record based on name and date of birth. The second is a Child and Adult Abuse Record. This check is free to eligible non-profit organizations. Finger print checks are also available. 
10. In Texas, the Texas Department of Public Safety operates a Crime Records Division Public Website. This site also covers three types of check requests: A Criminal History Conviction Name Search (Under Texas law, deferred adjudication and conviction records are considered public information and may be made available to the general public.), Texas Sex Offender Registry, and Fingerprinting Services (Fingerprint Applicant Services of Texas (FAST) offers a complete suite of electronic fingerprinting services across the state designed to provide authorized entities with the capability to obtain fingerprint-based criminal history checks for job applicants, licensees, volunteers, etc.).
11. A Federal Bureau of Investigation National (FBI) Criminal Records Check should be done if the applicant has not lived in the state for a certain number of years. Volunteer driver programs and sponsoring organizations should work with funding agencies to follow required background check completion based on funding agency requirements. The FBI check should be done in addition to a Criminal History Check. It is suggested that local law enforcement agencies be used to properly complete the fingerprints. The FBI blue form (FD 258) is available through law enforcement authorities, but is not downloadable. The FBI will not take copies. The FBI provides information that the person has, or has not, committed disqualifying crimes. Section 8: Model Forms (Templates), Policies, and Procedures includes a copy of the FBI Fingerprint Form (Sample). 
12. If the driver will be using their own vehicle, the applicant's proof of insurance (ACORD 23 Vehicle or Equipment Certificate of Insurance Form) should be checked for compliance with program standards. A copy of the ACORD 23 Form should be placed in the driver's file (when established).
13. If the prospective driver does not own an automobile then they must have an insurable record. An insurable record means that the prospective driver meets specific criteria set by the program’s insurance company to qualify for coverage under an auto insurance policy. Criteria may include: age, driving record, license status, and experience. 
14. Once all steps have been completed, the applicant is selected, and a driver file is established.

Retention of drivers is crucial to the stability of a volunteer driver program. Volunteer drivers should be celebrated and recognized. Whenever possible, volunteer drivers should be given the assignments they want and prefer. Managers should reach out to regular volunteers on a regular basis to ensure that their observations, ideas, and concerns are heard. Additional incentives to retain drivers may include hosting volunteer appreciation events, mileage reimbursement, and having flexible scheduling options. 



In regard to mileage reimbursement, volunteer driver programs vary based on financial and other considerations. If resources are available, drivers can be reimbursed, offsetting some of their costs and helping to retain them as volunteers. Several of the programs included in Section 7: Case Studies (Nevada RSVP, Ride Connection, SAINT, Chariot, and WexExpress New Freedom) offer mileage reimbursement to incentivize volunteer driving, with varying rates and conditions.

Driver Duties

Drivers are the public face of a volunteer driver program. As stated in the introduction to this Toolkit, volunteer driver programs are a critical component of many public transportation systems as well as human services transportation, offering specialized or expanded services beyond those typically available through general public transit services and providing a more personal and one-to-one transportation service for customers who may require additional assistance. While individual volunteer drivers may be selective about their schedules or routes and their responsibilities may vary from program to program, the essential volunteer driver duties are listed below.

Volunteer drivers must be trained to competency and be comfortable with assisting passengers in and out of vehicles. Depending on the program’s capabilities, eligibility requirements, and any additional services offered, drivers may be asked to assist with parcels, mobility devices, and provide door to door or door through door service. Information, guidance, and training resources to assist with preparing volunteer drivers for duty to may be found under Training Volunteer Drivers later in this section and in Section 3: Important Information About Riders.

Trip scheduling is an essential component of a volunteer driver program. Following assigned trip schedules is key to the safety and success of the program. For more information about trip schedules see Section 5: Day-to-Day Operations/Scheduling. 

Volunteer drivers must maintain communication with program managers or coordinators. Section 2: Volunteer Driver Programs/Policies speaks to the specific scenarios that may call for the driver to reach out to a manager immediately such as incident reporting; both motor vehicle accidents and other incidents involving a rider (falls, seizures, suspected abuse, neglect, abandonment, and exploitation). As discussed earlier in this section, drivers should also feel comfortable sharing their observations, ideas, and concerns with management.

When to Report an Issue

Suspected abuse of children or vulnerable adults must be reported. If abuse is suspected, this information must be conveyed to the manager, but not to other drivers, family, or friends. Some states require drivers to be mandatory reporters if they suspect neglect or abuse. Programs will want to be aware of any state requirements. Also see Section 8: Model Forms (Templates), Policies, and Procedures for reporting examples.

Disqualification of Drivers

Occasionally, a new volunteer will be unable to successfully complete the required training courses, or a tenured driver will fail to maintain prescribed rider relations or safety standards.

Complete, objective, written documentation is an essential part of any disqualification process. Volunteer driver programs and sponsoring organizations must be able to objectively defend their decisions when challenged. 

Disqualifications that prevent a volunteer from working as a driver include but are not limited to:

1. Not in possession of a valid, appropriate, driver’s license and insurance.
2. Physical restrictions that prevent safe and proper handling of riders based on essential job functions listed in the job description.
3. Criminal history includes disqualifying crimes. As an example of how to compile a list of disqualifying crimes in individual states, Section 8: Model Forms (Templates), Policies, and Procedures includes guidance on locating Volunteer Driver Disqualifying Crimes (Washington State). 
4. Inability to read or comprehend written materials, including road maps.
5. Reporting to training or work under the influence of a controlled substance, alcohol or medications that affect driving abilities. (Violations of Drug Free Workplace or other applicable Drug and Alcohol Policies based on the volunteer driver program or sponsoring organization’s policies.)
6. Unwillingness to perform essential job functions.
7. Failure to adequately respond to instructions.
   

Follow Program Safety Policies

Once appropriately trained to safely carry out their responsibilities, all volunteer drivers, whether using agency vehicles or their personal vehicles, must follow the program’s safety policies.

Driver performance is as important for volunteer driver programs as it is for any transit program. In addition to the driver qualifications, requirements, and selection processes discussed above, volunteer driver programs should have policies and processes in place to monitor driver performance on a regular basis. All driver performance policies and processes should be included in volunteer driver handbooks. See Section 2: Volunteer Driver Programs/Personnel Policies.

Driver Review Process

In the event that a driver is involved in any moving violation or collision (whether or not an agency client was in the vehicle at the time of the moving violation or collision) the manager must be notified by the volunteer driver. The manager should determine whether or not a review is warranted. The following process is recommended for review of both moving violations and collisions:

1. The manager will request a written explanation about the moving violation or collision.
2. The manager will request a copy of the moving violation or police report of the collision.
3. The manager will review the driver's file including passenger comments, moving violations, and collision information and make a recommendation on the driver's continued eligibility or the need for additional training.
4. When reviewing eligibility, the manager considers prior incidents that include moving violations and collision/s and severity of the incidents
5. Drivers that have a single minor incident should have additional mandatory training related to the incident.
6. Drivers that have a severe incident or more than one incident (of any kind) within a year should be reviewed for eligibility.
7. When reviewing eligibility, the manager considers driving-related complaints or the need for additional training. The suggested maximum is three complaints or fewer, based on the severity of complaints.
8. The suggested method for obtaining rider comments is to randomly call riders that have been transported by the driver being reviewed.

Driver Suspension or Termination

Occasionally, drivers must be suspended or terminated as a result of violations of the volunteer driver program or sponsoring organization's policies or complaints received by riders. Grounds for termination include but are not limited to:

1. Any time a current driver does not meet the requirements to be a new driver.
2. Theft.
3. Violence.
4. Reporting to work under the influence of a controlled substance, alcohol, or medications that affect driving abilities, based on the standards of the Drug Free Workplace Act.
5. Reporting to work under the influence of medication that has not been reported to and approved by the volunteer driver program or sponsoring organization.
6. Management may consider driving related complaints or the need for additional training. The suggested maximum is three complaints or fewer, based on the severity of the complaints.
7. Violations of the Drivers Code of Conduct. Section 8: Model Forms (Templates), Policies, and Procedures includes a model Driver Code of Conduct. 
8. Suspension or loss of driver's license or insurance.
9. Violation of program confidentiality or conflict of interest policies.
10. Repeated collisions or a single serious collision.
11. False documentation of program records.
12. Violation of volunteer driver program or sponsoring organization's Ethics Policy. Section 8: Model Forms (Templates), Policies, and Procedures includes a model Code of Ethics. 
13. Violation of the volunteer driver program or sponsoring organization's Harassment Policy. Section 8: Model Forms (Templates), Policies, and Procedures includes a model Policy on Harassment. 
    

Volunteer driver programs and sponsoring organizations may choose an intervention program for less serious offences than those listed above. Such offences include, but are not limited to:

1. Moving violations (depending on severity).
2. Acquiring additional points on any evaluation scale used by the volunteer driver program or sponsoring organization. See Driving History Requirements above. Section 8: Model Forms (Templates), Policies, and Procedures includes a model policy on Selection Standards. 
3. Rider complaint about driving performance or rider relations abilities.
4. Staff or driver observation of changes in the ability to perform essential job responsibilities.
5. Improper program documentation.

If a volunteer’s driving has been restricted for any medical reason, the driver should be responsible for informing the program manager. A written physician's release should be required prior to returning the volunteer to driving. Section 8: Model Forms (Templates), Policies, and Procedures includes a sample Medical/Physical Release. 

Performance Evaluations

Performance evaluations are important. Volunteer driver programs and sponsoring organizations must have a plan for conducting regular performance evaluations for all volunteer drivers. Evaluations serve as an important tool for the volunteer driver program, a sponsoring organization, and volunteer. This provides an excellent opportunity for the manager to provide feedback to the volunteer about their performance; and provide the volunteer an opportunity to address issues they may be encountering. Section 8: Model Forms (Templates), Policies, and Procedures includes a sample Driver Evaluation Form. 

Factors to consider when establishing an evaluation process:

1. Sponsors are encouraged to establish a schedule whereby all volunteers and staff receive at least annual performance evaluations.
2. The evaluation process should include a road performance evaluation for drivers.
3. The manager or designee should ride along with the drivers while they are performing their duties. Attention should be paid to vehicle operations, rider care, and general ability to meet program standards.
4. Performance evaluations are essential in securing equitable insurance rates and identifying drivers who may need intervention training or who should no longer transport riders.
5. Following a performance evaluation, the manager and volunteer should meet to discuss the observations. Any refresher training needed should be documented.
6. The performance evaluation and discussion should be documented, signed, and become a permanent part of the personnel file.
7. If needed, a plan should be developed and additional training provided. Documentation of improvement should be included in the driver's file.
8. "Objective" documentation is always written, and it refers to what was seen, heard, or measured. Objective documentation is not what was "felt" or "sensed,” which is "subjective.” Objective documentation of performance should be an on-going and common occurrence. This documentation is necessary for tracking driver development and for defense in litigation.
9. Volunteer driver programs and sponsoring organizations should establish a program of regular recognition for the volunteers.

Mixing Volunteers with Paid Employees

A volunteer driver can create the same liability for a volunteer driver program and a sponsoring organization as a paid driver. All employees and volunteers should be properly trained, supervised, and managed under the same or similar policies. Without proper management, conflicts can arise when volunteers and paid employees do the same or similar work. To avoid these conflicts, the following guidelines should be established for successfully managing volunteers and paid employees in the same program:

1. Discuss with staff how volunteers can be placed to improve services without displacing paid workers.
2. Assign volunteers and paid staff with the same care and have the same performance expectations of both.
3. Provide orientation/training equally to both paid staff and volunteers.
4. Establish a clearly defined chain of command.
5. Assure that all volunteers and paid staff have clear job descriptions, with accurate descriptions of responsibilities.

Departure of Volunteer Drivers

It is unfortunate when volunteers leave a program. There are many valid reasons for this occurring: diminished health, increasing age, moving, going on to other volunteer work, etc. When a volunteer decides to leave, the manager should schedule an Exit Interview. The interview can be done over the phone. The interview provides an opportunity to receive feedback about the volunteer's experiences. This is also a good time to remind the departing volunteer about what they cannot do once they leave the program, like contacting or providing rides for program participants. Section 8: Model Forms (Templates), Policies, and Procedures includes a sample Exit Interview form. 

Volunteer Driver Identification

Driver conduct is one of the most important elements contributing to how the volunteer driver programs and sponsoring organization are viewed by the public they serve. Clearly written driver conduct policies can assist the volunteer driver program and a sponsoring organization in ensuring the safety of riders. Drivers who are invested in the program’s service, well trained and confident in their ability to serve riders are also a transit system’s best marketing tool. 



Policies may include the following:

• Following Traffic Laws
• Controlled or Illegal Substances
• Theft, Violence, and Gross Negligence
• Confidentiality, Conflict of Interest, Code of Conduct, and Ethics
• When to Report an Issue 

See Section 2: Volunteer Driver Programs/Personnel Policies and The Importance of Community Relations.

Many funding agencies require sponsoring organizations (and stand-alone volunteer driver programs) to have specific written policies in place that apply to volunteers as well as paid employees. All programs should check with their funding agencies to determine what policies are required and, in some cases, which programs are not allowed to accept donations from passengers (example: Medicaid Non-Emergency Medical Transportation).

This list of recommended program policies was included in the original Washington State Volunteer Driver Program Guide and has been updated and expanded to include policies required or recommended by other sources, as noted. One such source is the Missouri Department of Transportation (MoDOT). MoDOT‘s List of Recommended Policies for Volunteer Driver Programs, IN TRANSIT, March 2024) has been adapted for use by a national audience in the list below. 

Americans with Disabilities Act (ADA) 

Volunteer driver program and supporting organizations will need to have policy in place to ensure that the services provided are in compliance with Title III of the ADA. For example, if the volunteer driver program operates under the sponsorship of a federally funded public transportation provider, the types and modes of other transportation services that are operated by the supporting organization mut be taken in to consideration. A volunteer’s privately owned vehicle may not be appropriate to transport persons with certain disabilities because it is not wheelchair accessible. Those persons may need to be referred to appropriate alternate service providers. 

All volunteer drivers should be trained to proficiency in the requirements of ADA. Training should include service animals, securing mobility devices (as appropriate), and sensitivity to people with disabilities.

National RTAP’s ADA Toolkit and the FTA’s Americans with Disabilities: Guidance website are both recommended resources for ADA compliance related questions. In addition to information meant to help public transportation providers comply with ADA regulations, National RTAP’s ADA Toolkit also includes many other ADA related topics and resources including service animals, rider assistance and customer service, driver training, and examples of suggested practices. 

Ethics

Volunteers should be included in the agency’s Code of Ethics, the set of principles or concepts that reflect the volunteer driver program and sponsoring organization’s core values.

Code of Conduct

A Code of Conduct for volunteer drivers should include specific behavioral rules and guidelines, expectations for respect and treatment of all staff, clients and community members, as well as service requirements. 

Drug-Free Workplace 

In accordance with 41 U.S.C. Section 8103 - Drug-free workplace requirements for Federal grant recipients, Volunteer driver programs and sponsoring organizations that receive federal funding are required to comply with the Drug-Free Workplace Act. This means that the volunteer driver programs and sponsoring organizations must have a policy that prohibits employees and volunteers from the unlawful manufacture, distribution, dispensing, possession or use of a controlled substance at any of the sponsoring organization’s facilities and/or during any of the programs offered by the sponsoring organization.

Drug and Alcohol Testing

Volunteer driver programs and sponsoring organizations that receive federal funding should work with their funding agency to ensure compliance with drug testing policies and procedures. 

Drivers, including volunteers, of vehicles that have been manufactured to transport 16 or more passengers, including the driver, must have a valid commercial driver’s license (CDL) with a passenger endorsement. Drivers holding a CDL must be included in a drug and alcohol testing program that complies with U.S. Department of Transportation regulations at 49 CFR Part 40 - Procedures for Transportation Workplace Drug and Alcohol Testing Programs. 

49 CFR Part 655.4 - Prevention of Alcohol Misuse and Prohibited Drug Use in Transit Operations, defines a volunteer as follows: "A volunteer is a covered employee if: (1) The volunteer is required to hold a commercial driver's license to operate the vehicle; or (2) The volunteer performs a safety-sensitive function for an entity subject to this part and receives remuneration in excess of their actual expenses incurred while engaged in the volunteer activity."

Volunteer driver programs and sponsoring organizations that receive federal funding are also required to comply with the Drug-Free Workplace Act. Sponsoring organizations must have a policy that prohibits employees and volunteers from the unlawful manufacture, distribution, dispensing, possession or use of a controlled substance at any of the sponsoring organization’s facilities and/or during any of the programs offered by the sponsoring organization. To better understand FTA drug and alcohol regulations at 49 CFR Part 655, recipients or subrecipients of Sections 5307, 5309 or 5311 federal funding are encouraged to visit the FTA’s Drug and Alcohol Program website. This website also includes 5310 Funding Frequently Asked Questions. 

National RTAP’s Substance Abuse Awareness Training, Testing, and Compliance Technical Brief, updated in 2022, is a helpful resource with information about the requirements, including frequently asked questions and links to a host of federal regulations and resources. National RTAP’s Transit Manager’s Toolkit/Drug and Alcohol Programs section is also a good resource for Drug and Alcohol Testing Program compliance related questions. 

Section 4: Establishing and Managing a Volunteer Driver Pool also includes helpful information about Commercial Driver Licenses.

Harassment

A volunteer driver program should have a policy that it will not tolerate verbal or physical conduct by any employee or volunteer which harasses, disrupts or interferes with another’s work performance or which creates an intimidating, offensive or hostile environment. 

Confidentiality

Transportation volunteers often know or become familiar with riders. While it is desirable to establish a positive relationship with riders, it is important to avoid situations that can create “Conflicts of Interest.” A recommended practice is to have volunteers read and sign the confidentiality policy annually. 

Reporting Suspected Abuse

This typically applies to serving vulnerable adults and children, based on state and federal legal requirements. 

Supervision of Volunteers, including Annual Reviews

The volunteer driver program and supporting organizations should have a policy in place that clearly describes how volunteer drivers are supervised. 

Section 4: Establishing and Managing a Volunteer Driver Pool/How to Select Drivers contains more detailed guidance and information related to Volunteer Driver Selection Practices, Organizational Standards, and Personnel Actions.

Non-discrimination

Volunteer drivers are the face of the program. Expectations for respect and treatment of all paid and unpaid (volunteer) staff, clients and riders, and other community members, as well as for the agency or program’s service requirements should be clearly documented in policy. 

Payment and Donation Policies

The following information should be considered when developing and implementing Payment and Donation policies. 

• Copies of the volunteer driver program and sponsoring organization's payment and donation policies should be made available to volunteers driving personally owned vehicles and copies should be posted in agency owned vehicles. The policies should also be included in brochures and advertising materials.
• Programs should design a system that respects the individual's anonymity. Some volunteer driver programs and sponsoring organizations request support from the community and the riders in the form of donations, yet do not pressure those who cannot afford to pay.
• Drivers should be well informed about the donation policy. It is not appropriate for drivers to demand donations from riders.
• Many riders prefer to pay or make a donation to the volunteer driver program or sponsoring organization once a month rather than make a donation each time they ride.
• In order to avoid misunderstandings and protect the rider's anonymity, a collection system that does not require drivers to handle cash is preferred.
• When the volunteer driver program or sponsoring organization plans recreational trips outside of regular service hours, it may be appropriate to charge riders a fare in order to recapture some of the costs associated with the trip. However, care must be taken to ensure compliance with all funding sources.

Reimbursing Volunteers

Most volunteer driver programs and sponsoring organizations reimburse volunteers for mileage and other authorized expenses. The program should have a form to be used by personally owned vehicle (POV) volunteers to document mileage and other expenses. 

According to the Rural Health Information Hub (RHIhub), “Rural communities have implemented three types of reimbursement strategies for volunteer driver models: Volunteering without reimbursement, trip/time banking, and mileage reimbursement.” The three strategies are summarized below and may be accessed in more detail on the RHIhub’s Volunteer Models for Rural Transportation website.

Volunteering Without Reimbursement for Time or Mileage - Volunteer drivers contribute their time, drive their own vehicles, and provide their own gasoline without reimbursement. 

Trip Banking/Time Banking - Volunteer drivers contribute their time without reimbursement and bank the time they spend providing services. Some programs allow volunteers to exchange hours driven (banked) for other goods or services, like housekeeping or financial services.

Volunteer Mileage Reimbursement Programs - Volunteer drivers track their mileage to receive reimbursement. Some programs may reimburse in accordance with the government's mileage reimbursement rate, while others may pay volunteers per trip, up to a limited amount, or with non-monetary incentives.

The National Council of Nonprofits encourages all nonprofits to be familiar with the employment laws in the state(s) where the nonprofit operates. State associations of nonprofits frequently offer educational programs and reliable resources related to managing employees and volunteers. 

Note: IRS regulations may allow for deduction of volunteer expenses if not reimbursed by sponsoring agency.

Persons with Disabilities Parking Privileges

Volunteer driver programs and sponsoring organizations may be able to apply for persons with disabilities special license plates and placards if they meet individual state criteria. Here are some examples:

• Washington – Volunteer driver programs and sponsoring organizations that meet Washington State’s criteria at RCW 46.19.020 for Eligible Organizations can apply to the Washington State Department of Licensing for persons with disabilities special license plates and placards. Organizational Application for Disabled Person Parking Privileges
• Connecticut – An organization that transports persons with disabilities can request a special placard online from the Connecticut Department of Motor Vehicles. A qualifying organization must use a vehicle at least 50% for daily transport of qualifying persons with disabilities. 
• Florida – Section 320.0848(1)(e), Florida Statutes, allows for the issuance of a persons with disabilities parking permits to any organization demonstrating a bona fide need. Organizations providing regular transportation service to persons with mobility impairments, or those certified as legally blind, may be issued one parking permit for each vehicle registered in the name of the organization, with a valid registration. Florida Highway Safety and Motor Vehicles

Volunteer driver programs and sponsoring organizations should have policy on the use of persons with disabilities plates and placards. Those policies should consider the following:

• Persons with Disabilities parking privileges (permits, placards, and license plates) may only be used while providing transportation to persons with disabilities. Sponsoring Organizations should develop policies regarding appropriate use of the placards and permits including a requirement for their return when a volunteer is no longer registered with a program. 
• Volunteers should be trained on the use of persons with disabilities plates and placards. 



Sponsoring Organizations may be required to report on the status of each permanent persons with disabilities parking placard or persons with disabilities special license plate on a regular basis depending on individual state laws.

Emergency Management

Volunteer driver programs and sponsoring organizations are encouraged to have policy and procedures in place in the event of an emergency incident. It is also a good practice for transit agencies, including volunteer driver programs, to be involved in planning local emergency response plans and procedures. Transit agencies, including volunteer driver programs, are often able to provide state and local emergency management officials with much needed information about how to reach vulnerable populations in times of crisis. 



The Emergency Management section of National RTAP’s ADA Toolkit includes information and resources that will be of value to volunteer driver programs and supporting organizations seeking to develop an emergency response plan with local emergency management agencies and other stakeholders. 

National RTAP’s Emergency Information Dissemination Technical Brief focuses on being prepared to work with the public, community leaders, and the media in an emergency. Two case studies are included in this brief that volunteer driver programs may learn from: Crawford Area Transit Authority (CATA) describes working to help its community through a fierce winter snowstorm and Central Oklahoma Transit System (COTS) details the process of providing services in the aftermath of a large tornado. 

The American Public Transportation Association (APTA) Standards Development Program, Emergency Communication Strategies for Transit Agencies (Revised February 2020) contains standard measures that transit agencies, including volunteer driver programs, would use to prepare in advance for an emergency incident. 

The list that follows is adapted from the APTA Standard and is meant to give volunteer driver programs and supporting organizations an idea of the different types of incidents that they should work with their local and state emergency management authorities to prepare for: 

• Terrorist attacks 
• Natural disasters 
• Rider, volunteer, and employee safety or security issues 
• Mass casualty incidents 
• Catastrophic equipment failures or defects 
• Power failures or blackouts 
• Incidents resulting in evacuation or rescue from transit vehicles or stations 
• Any other incident causing major service disruptions and necessitating notification and timely, accurate updates to riders, employees and volunteers, and the public

The Regional Alliance for Resilient and Equitable Transportation (RARET) is a workgroup composed of emergency managers, transportation providers, human service agencies, and community advocates representing King, Pierce, and Snohomish Counties in Washington State. Current efforts include convening regional partners to identify opportunities for collaboration and resource sharing, building a network of transportation providers able to operate in an emergency, and identifying the transportation needs faced by populations with access and functional needs in a regional emergency.

RARET hosts an annual tabletop event in King County Washington. The workgroup is piloting key strategies to increase the critical transportation services available to populations with access and functional needs including older adults, people with disabilities, English-language learners, and others in the event of an emergency in the Puget Sound region. 

RARET has developed the following strategies to increase the critical transportation services to populations with access and functional needs in the event of an emergency:

Strategies

• Gap Analysis: Identify what and where the gaps are in transportation for vulnerable populations before, during, and after an emergency.
• Coalition Building: Support and strengthen partnerships between transportation providers, emergency managers, human service agencies, and vulnerable populations.
• Preparedness: Ensure the supply (providers/organizations) and demand (riders) are as prepared as possible to operate or function during an emergency.
• Resource Identification: Assess and distribute information about the availability of transportation resources in an emergency.
• Coordination: Develop a coordinated network to operate in an emergency.
• Communication: Ensure the coordination network and demand of transportation in an emergency is clearly communicated and comprehended by all relevant stakeholders.

Additional Reading: 

RARET and ETPN pages on the King County Mobility Coalition website. Emergency Transportation Provider Network (ETPN) Guiding Principles 

RARET's coalition-based model: Addressing complex life-sustaining transportation during emergencies (Dean Syndor) is available on the National Institutes of Health, National Library of Medicine website. This paper discusses the work of RARET and the development of an emergency transportation provider network (ETPN). Methods to adapt RARET/ETPN model to other jurisdictions are suggested in the paper.

Personnel

A personnel policy manual is the best way to define and explain manager, employee, and volunteer relationships, present legal requirements, and outline expectations for a positive work atmosphere. 

New personnel manuals and any revisions should always be reviewed by the volunteer driver program or sponsoring organization’s legal counsel and approved by its governing board. Volunteer driver programs that are part of a local or Tribal government should also refer to that government’s personnel policies. 

While National RTAP’s technical brief: Developing and Maintaining a Transit System Personnel Policy is not expressly written for volunteer driver programs, it does contain valuable information and guidance that may be of use to new programs. The following is adapted from the National RTAP brief and is a list of major topics and policies that are often covered in a personnel policy manual:

1. Mission Statement – A short statement identifying the reason that the organization or VDP was created.
2. Statement of Purpose – A statement to explain the purpose of the manual. For example, “to establish a uniform system of personnel policies within the organization and to outline procedures governing the behavior of all employees and volunteers”)
3. Volunteer Driver Selection Practices – Describe the practices and procedures involved in selecting volunteers. Include specific qualifications, driving history requirements, and details about the selection process itself (application, review and interview processes, criminal history checks, proof of insurance, etc.). See Section 4: Establishing and Managing a Volunteer Driver Pool/How to Select Drivers/Driver Selection.
4. Volunteer Status – Include volunteer categories, classifications and job descriptions.
5. Attendance – Hours of work, absenteeism, and punctuality.
6. Reimbursement – The organizations policies on reimbursement of expenses like mileage and gasoline. 
7. Benefits –  As an example, some VDPs offer assistance with other services that the Sponsoring Organization provides to members.
8. Organizational Standards – The following is a list of topics and organizational policies that would be appropriate for inclusion in this section of the manual. 
9. Policies on Substance Abuse 
10. Harassment 
11. Standard of Dress
12. Code of Ethics 
13. Code of Conduct 
14. Use of Agency Vehicles
15. Political Activity 
16. Media Contact 
17. Release of Information 
18. Smoking
19. Computer/IT/Internet
20. Social Media 
21. Reporting Suspected Abuse (Neglect, Abandonment, and Exploitation)
22. Incident Reporting to include both motor vehicle accidents and other incidents involving a rider (falls, seizures, self-neglect or abuse).
23. Privacy Rights 
24. Personnel Actions - The following is a list of topics that would be appropriate for inclusion in this section of the manual. See Section 4: Establishing and Managing a Volunteer Driver Pool.
25. Training and Development
26. Performance Evaluations
27. Driver Review
28. Driver Suspension or Termination
29. Intervention
30. Exit Interviews
31. Medical Restrictions
32. Grievance Procedures
33. Documentation and Archiving Practices for Volunteer Personnel Files 

Importantly,  organizational policies, whether included in a personnel policy manual or not, must be provided to all volunteers. National RTAP’s technical brief: Developing and Maintaining a Transit System Personnel Policy recommends conducting an in-person orientation, either one-on-one or in a group, and obtaining a signoff to verify receipt of the manual. Major revisions to the manual, including the addition of new elements, would necessitate additional orientation and signoff.

Need More Information, Examples, or Resources?

Section 8 – Model Forms (Templates), Policies, and Procedures contains model forms (templates), policies, and procedures that are composites of similar forms, policies, and procedures used by many of the contributing volunteer driver programs. The materials can be freely downloaded and edited; however, some forms should be reviewed by your legal counsel to ensure compliance with state and local laws and for liability purposes. 

The Appendix to Section 7 – Case Studies also contains examples of the forms, policies, and procedures used by many of the volunteer driver programs that are included as case studies in this Toolkit.

Funding

Sponsoring Organizations should carefully weigh the contractual requirements of available funding sources. Sponsoring Organizations should check with their funding agencies to verify all of the requirements that apply to volunteer driver programs.



Many funding sources allow volunteer driver programs to use volunteer time as match, making it easier to secure funds that require a local match than a typical paid operation.

Local, State and Federal Funding

As discussed earlier in this section, state and federal funding may be available to volunteer driver programs and sponsoring organizations. In most cases, state and federal funding would be awarded to the Sponsoring Organization. The likely federal funding sources for a sponsoring organization that provides public transportation services in rural and Tribal areas are Section 5310 – Enhanced Mobility for Seniors and Individuals with Disabilities and Section 5311 – Formula Grants for Rural Areas. AmeriCorps - Senior Corps RSVP Grants Competition also provides funding for volunteer driver programs.

The Coordinating Council on Access and Mobility’s (CCAM) Program Inventory identifies 132 federal programs that may provide funding for human services transportation for people with disabilities, older adults, and/or individuals of low income. The CCAM Federal Fund Braiding Guide also includes those federal programs listed in the CCAM Program Inventory.

Local funds or private funds in the form of sponsorships, individual contributions and community donations can have a dramatic impact on a program’s ability to sustain administration and operating needs. The Fundraising by Volunteer Driver Programs Fact Sheet (2021) published as a part of Aging Forward’s (formerly Shepherd’s Center of America) Volunteer Driver Program TurnKey Kit (2021), includes a list of funding methods and sources relevant to volunteer driver programs. 

As an example, Ride Connection, which serves the greater Portland region, receives funding from a combination of public and private sources. Public Funding includes TriMet, Metro, state and federal transportation dollars (FTA Section 5310 Enhanced Mobility of Seniors and Individuals with Disabilities), and the Statewide Transportation Improvement Fund (STIF). Ride Connection is able to weave these funds with private funding for their administration and operation needs. Read more about Ride Connection in Section 7 - Case Studies.

Coordination and Planning

Volunteer Driver Programs that are funded by Section 5310 – Enhanced Mobility for Seniors and Individuals with Disabilities and Section 5311 – Formula Grants for Rural Areas are required by the Federal law to be included in Coordinated Public Transit Human Services Transportation Plans. 

• Requirements for Coordination and Planning are described in FTA Circular (FTA C) 9070.1H: Enhanced Mobility of Seniors and Individuals with Disabilities Program Guidance. 
• Programs must be  included in locally developed, coordinated plans and approved through a process that included participation by seniors, individuals with disabilities, representatives of public, private, and nonprofit transportation and human services providers and other members of the public. 
• These coordinated plans identify the transportation needs of individuals with disabilities, older adults, and people with low incomes, provide strategies for meeting these needs, and prioritize transportation services for funding and implementation. 



Volunteer Driver Programs with Section 5310 funding in urbanized areas must be included in the Metropolitan Transportation Plan (MTP) prepared and approved by the Metropolitan Planning Organization (MPO), the Transportation Improvement Plan (TIP) approved jointly by the MPO and the governor, and the State Transportation Improvement Plan (STIP) developed by a State and jointly approved by FTA and FHWA.

Subcontracted Services

A Sponsoring Organization may elect to contract with other organizations that provide volunteer transportation. Most funding agencies require prior approval of all subcontracts. Subcontractors will also need to comply with all of the funding agency's requirements including, but not limited to:

• Non-discrimination
• Americans with Disabilities Act (ADA)
• Insurance requirements
• Driver pre-screening requirements
• Driver training

Operating across borders (jurisdictions), including state and county borders, is usually not an issue for volunteer driver programs. When compared to others transit services (i.e., fixed route and ADA complementary paratransit), they are often the most flexible transit service available.

County Borders

The service area of a volunteer driver programs or a sponsoring organizations is often determined locally or dependent on the funding source and contributed local match. Section 7: Case Studies includes many examples of volunteer driver programs that operate across county borders. They include: 

New Freedom/Compass IL Transportation Program currently covers 42 counties in Western Wisconsin and requires coordination across numerous agencies and organizations in the region.



Nevada RSVP operates in 15 of the 17 counties in Nevada: Carson City, Churchill, Douglas, Elko, Esmeralda, Eureka, Humboldt, Lander, Lincoln, Lyon, Mineral, Nye, Pershing, Storey, Washoe and White Pine. Service Coordinators work closely across counties to coordinate the resources needed to efficiently schedule a ride with one of Nevada RSVP’s volunteer drivers.

Mobility Management

Mobility management is a customer-centered approach to designing and delivering mobility services. The Coordinating Council on Access and Mobility Technical Assistance Center (CCAM-TAC) is a national technical assistance center funded through a cooperative agreement with the Federal Transit Administration (FTA) and operated by the Community Transportation Association of America. The CCAM-TAC website includes information and training that may be of value to new and existing volunteer driver programs. According to CCAM-TAC’s What is Mobility Management? web page, Mobility management: 

• Encourages innovation and flexibility to reach the "right fit" solution for customers 
• Plans for sustainability 
• Strives for easy access to information and referral to assist customers in learning about and using services 
• Continually incorporates customer feedback as services are evaluated and adjusted 

Volunteer driver programs will likely want to seek out opportunities to partner with mobility management services in their area. Most regional planning organizations and some public transportation agencies include mobility management offices. Find out more about mobility management in the Coordination and Mobility Management section of National RTAP’s Transit Manager’s Toolkit. Several of the programs included in Section 7: Case Studies work with mobility managers. 



• SAINT participates in the North Front Range Metropolitan Planning Organization’s (NFRMPO) RideNoCo information hub. RideNoCo helps potential riders find the right mobility option for their needs. NFRMPO and RideNoCo work with transportation providers to find transportation options for riders in Northern Colorado. Their work includes the collection of data from riders and transportation providers. 
• King County Metro has a contract with Hopelink Mobility Management to provide trip coordination and promotion for its Community Van program. 
• The WexExpress Mobility Coordination Office provides transportation services through the WexExpress New Freedom Program for riders who need transportation options beyond those available by other WexExpress services to get to non-emergent appointments across Michigan. 

If the volunteer driver program service is covered by the Federal Motor Carrier Safety Administration’s (FMCSA) definition of a Commercial Motor Vehicle, the Federal Registration process must be completed with the FMCSA. See the FMCSA’s Do I Need a USDOT Number? website for more information on commercial vehicles transporting passengers. Completion of this process may affect the levels of insurance that the volunteer driver program or sponsoring organization must carry and require other changes in the operation of the volunteer driver program. 

Commercial motor vehicle (CMV) means any self-propelled or towed motor vehicle used on a highway in interstate commerce to transport passengers or property when the vehicle:

• Has a gross vehicle weight rating or gross combination weight rating, or gross vehicle weight or gross combination weight, of 4,536 kg (10,001 pounds) or more, whichever is greater; or
• Is designed or used to transport more than 8 passengers (including the driver) for compensation; or
• Is designed or used to transport more than 15 passengers, including the driver, and is not used to transport passengers for compensation; or
• Is used in transporting material found by the Secretary of Transportation to be hazardous under 49 U.S.C. 5103 and transported in a quantity requiring placarding under regulations prescribed by the Secretary under 49 CFR, subtitle B, chapter I, subchapter C.



The FMCSA maintains an online guide, the Motor Carrier Safety Planner, that is meant to assist CMV operators in understanding and complying with the Federal Motor Carrier Safety Regulations (FMCSRs). 

• Independent Living Partnership (ILP) Transportation Reimbursement and Information Program (TRIP) Model. Video: Start a Volunteer Driver Service Today – TripTrakTM software 
• ITNAMERICA, a national non-profit network of local transportation providers
• Victor Valley Transit (VVT), Hesperia, California VVT Transportation Reimbursement and Information Program (TRIP) is a self-directed, mileage reimbursement transportation service that complements public transportation. Metro Magazine, November 2018 Victor Valley's volunteer driver program supplements traditional service 
• Hamline Midway Elders, St. Paul, Minnesota   A part of Minnesota’s Living at Home Network, one of 32 Living at Home Network providers with services that include Volunteer Drivers.
• GWarr Volunteer Driver Programs - Driver Training Toolkit – General Information Fact Sheet 2019, InfoGraph 2019

Section Resources