The driving philosophy of Access is “to put the customer first no matter what, ” says Rolando. This can be as simple as tuning into a rider’s preferred radio station or adjusting the vehicle’s inside temperature for the rider’s comfort. What it always includes is communication. For Rolando, “the number one thing is communication.”

Rolando expands, “We can make the vans look good and wear fancy uniforms, but if we don’t communicate with the rider, they’ll wonder, ‘What is going on!?’ A simple phone call makes all the difference.”

As a WAV provider that goes above and beyond, Access ensures every one of the drivers is reliable. Rolando aptly points out, “If you don’t make it to work that day, then your ten passengers don’t make it to work either.” 

Reliability goes beyond being punctual. Access has an essential litmus test when pre-screening drivers. They always ask, “When was the last time you experienced road rage? What happens when someone cuts you off?” Because, as Rolando points out, “If you can’t handle stuff like that, this isn’t for you. It’s going to happen all the time.” A level-headed driver is essential when navigating daily traffic as a transportation provider.

During onboarding, Access mentors drivers by assigning them a one-on-one coach, Donald, and Sheila, “nothing beats the hand-on-hand, side-by-side training on day one until we think you are ready to go.” Training at Access lasts as long as a driver needs it and their mentors are always a phone call away.

Access’s emphasis on communication between driver and passenger increases familiarity and comfort for riders. In fact, Rolando believes he and his staff  “…know about 80% of passengers by their first name.”  

In turn, robust communication and the familiarity it builds is an effective safety measure. “We’re similar to barbers. You really get to 

know who your riders are…” Rolando neatly illustrates his point “…GPS might take you four blocks away. My drivers already know all the particulars of each trip. They understand the Jacksonville landscape, and what every one of our riders needs.” The entire team at Access is committed to every rider’s safety and security.

To Rolando, “It’s all about the passengers.” They are always at the forefront of his mind when hiring his drivers, “You have to have compassion and empathy. If a driver has that, I know they are the one.”

In addition to the services Access provides to UZURV, Rolando and his team work closely with the Jacksonville Center for Independent Living (CIL). CIL offers community-based services such as access to technology and equipment, sign-language interpretation, and employment assistance. Through their collaboration, Access and CIL ensure the Jacksonville community has additional accessible transportation options.  

Rolando and his crew go beyond the responsibilities of their daily mission, expanding their community role from provider to advocate.