DRIVEN

Why do we devote our time and effort to mobility independence? Why is transportation equity important? What kind of impact do UZURV drivers really make in their communities?

Earlier this month, UZURV sponsored the Vision Rehabilitation and Technology Expo (VRATE) in Phoenix, Arizona. The VRATE conference offers attendees a glimpse into assistive technology that fosters self-determination and sustainable success for those with visual impairments.

We spoke with many VRATE attendees who rely on Phoenix Valley Metro for their transportation needs – many of whom had experience riding with UZURV.

Here’s what we heard:

• • Gratitude.
  • Appreciation.
  • And, a desire to choose UZURV for every ride because the service is so good.

A Rider’s Experience

One attendee, Sharonda Goode, volunteered to tell us about her experience on camera. (Watch full video here.)

“It’s a powerful way to travel,” Goode said about UZURV. “The drivers are friendly. The drivers are helpful….You really get to know the people that are transporting you and you develop really close relationships with them.”

Goode took rides with UZURV often during her cancer treatment in 2022. She was especially grateful for the drivers who took her to her medical appointments.

“You just get to know each other’s lives,” she said. “They knew who I was and I knew who they were. And that made it easy just to let your guard down and relax.”

Gratitude for UZURV Drivers

When asked, Goode could not think of ways for UZURV to improve its service – except that she wished paratransit riders in Phoenix could choose UZURV for their rides. Valley Metro is currently working toward a Rider Choice program in Phoenix that will allow riders to do just that.

Overall, Goode and other riders at VRATE offered thanks that UZURV drivers do what they do – because mobility independence for them is vital to creating independent lives on their own terms.

Sharonda Goode expressed beautifully how UZURV drivers continue to impact her life. The amazing thing is… UZURV drivers provide that same impact to thousands of people every single day.

For that, we are grateful.

We echo Goode’s comments as she wrapped up: “Thank you all for this awesome service. Keep doing what you’re doing!”

A great ride starts with you! To create an excellent experience for your rider, remember:

• First impressions are important. Choose to wear well-kept clothing and use an engaging, interested tone when speaking to your rider.
• Keep your vehicle clean and accessible. Regularly clean the interior and exterior of your vehicle. Remove personal items from seats and doors. Make space for service animals. You are required by law to allow them with the rider in your vehicle.
• No smoking or vaping allowed. Be aware of other strong odors such as air fresheners, perfume/cologne, and chemical cleaners.
• Provide reasonable modifications. Keep the radio volume low and make sure the content is appropriate. Adjust the heat or AC for your rider’s comfort. If your rider finds it difficult or painful to sit in the back, allow them in the front seat.

🚘 Treat every ride like it’s the most important ride! 🚘

Orange banners. Push notifications. Red dots. They all tell us one thing: Update your app!

But why bother if everything in your Drive app seems to work just fine?

Well, there are plenty of good reasons. Sticking to an older version means missing out on the latest features, exposing yourself to potential security risks, and possibly running into issues that could affect your pay. Keeping your app updated is key to getting the most out of it!

New updates include new features

Drive app updates are designed to enhance the driver experience, making it smoother and more efficient. (Check out our recent newsletter about what goes into creating the Drive app.)

Every update is an opportunity to make driving and serving your riders better. When you update your app, new features and improvements become available – often including updates resulting from driver feedback.

“Drive app releases include valuable feature updates, such as our most recent release that offers ride note pop-ups at pick-up locations,” said Cathy Davison (pictured left), Senior Product Manager on UZURV’s Engineering Team. “This particular update makes it easier for drivers to complete rides,” she continued.

Bug fixes and security improvements

App updates don’t just make day-to-day driving easier — they ensure everything runs smoothly behind the scenes.

UZURV is always on the lookout for ways to improve app performance, address any issues, and correct software bugs to make sure using the app is not only seamless but secure.

“Our releases often include defect fixes, security patches, and improved app performance for our drivers,” Davison continued.

What if I don’t update my app?

Drivers who skip regular app updates risk missing out on more than new features. They could miss critical bug fixes, security updates, and important notifications about new requirements for their program.

Becky Morrison (pictured right), UZURV’s Senior Operations Manager, spoke about trying to help drivers who didn’t keep their app up-to-date:

“I’ve seen drivers unable to access the feed because they missed a new requirement updated in the app,” said Morrison. “This caused them to receive a suspension, meaning they could not show interest in rides.”

Furthermore, Drive app updates can also affect the amount of money a driver sees in their Driver Bank.

“We had a recent update that improved GPS tracking,” Morrison stated. “Without the update, drivers saw improper compensation because they were using an older version.”

How do I update my app?

You will see an orange banner like the one below if your app needs updating. If you do not see the banner, your app is up-to-date.

To avoid update glitches, Davison recommends making sure your phone has the most recent operating system (OS) before updating the Drive app.

To update your app:

• For iPhones:
  • Open the App Store and tap on the profile icon in the top right corner.
  • Scroll down to see available updates.
  • Tap Update for the Drive app.

• For Androids:
  • Open the Google Play Store and tap on the profile icon in the top right corner.
  • Tap Manage Apps & Device, then tap Manage.
  • Tap Update for the Drive app.

In the rare instance you have difficulty with the Drive app after updating, Davison recommends quitting the app, turning off your phone, restarting it, and then opening the app again. If that does not work, contact support@uzurv.com.

It’s important to begin and end a ride correctly in the app. Doing so means you get properly compensated for your ride.

Remember:

• When you arrive at the pick-up location, tap Arrived at Pick-Up.
• Provide door-to-door service. Go to the outermost door of the location, knock, and assist the rider to your vehicle as needed.
• After the rider is safely in your vehicle, tap Start Ride.
• When you arrive at the drop-off location, tap Arrived at Drop-Off.
• Provide door-to-door service again. Assist the rider, as needed, from your vehicle to the outermost door of the location.
• Once you are back in your vehicle, tap Complete Ride.

🚙 Stay safe out there! 🚙

Each year, over 3,000 people pass away due to distracted driving. With so many possible distractions diverting our attention, what can we do to stay safe and focused while on the road?

What is distracted driving?

Distracted driving falls into three categories:

• Visual: Taking your eyes off the road to look at a billboard, a pedestrian, or perhaps something or someone nearby.
• Manual: Taking your hands off the steering wheel to eat lunch, change radio stations, set your GPS, etc.
• Cognitive: Losing focus because you have something on your mind or because your focus is split between two tasks, such as using a cell phone and driving simultaneously.

Sometimes distractions overlap. For example, eating a meal while driving. It involves visual distractions (looking for food in a bag), manual distractions (unwrapping and holding food), and cognitive distractions (wondering if there is any ketchup).

Reading or sending a text message is another example. It involves visual distractions (looking at your phone), manual distractions (scrolling), and cognitive distractions (thinking about the text.)

Because distractions due to cell phones have become so common, many states now ban using them and texting while driving. Infractions can come with steep fines that increase with each citation.

Check your state laws about vehicle cell phone usage at the Insurance Institute for Highway Safety.

Is Hands-Free Enough?

We may think using our devices without holding them is safer, but the evidence says otherwise.

Dr. Paul Atchley, Psychology Professor at the University of Florida, said this in a MarketWatch article about distracted driving:

“One of the greatest risks is what we call inattention blindness, where your mind is on the phone and what’s happening on the phone. Even if your eyes are still on the road, your brain’s not processing what it’s seeing.”

While it seems that we are capable of “multi-tasking” when eating or using our phones, the reality is that our brain can only pay attention to one task at a time.

The National Safety Council reports that when faced with tasks that require our attention, our focus switches back and forth from driving to whatever else we are doing. This is why a driver when distracted by a text or a conversation can miss a red light or respond too late to an emergency.

Professor Atchley’s interview supports this study:

“I’ve seen lots of videos, because I’ve been doing this work for a really long time, of people driving down the road, looking straight ahead, but talking on the phone and completely missing stop signs, sometimes running into cars, trucks or other people. So if your mind is not on the road, your mind fails to process the risks of the road. And since it is the riskiest thing that we do, it can lead to really bad consequences.”

UZURV’s Cell Phone Policy

UZURV’s mission is to provide reliable, safe transportation for people with mobility issues.

For the safety of our riders and drivers, UZURV prohibits the use of personal communications devices – cell phones, tablets, laptops, and watches – while the vehicle is in motion. This means no talking, no texting, and no checking communications.

The only approved use of a device while driving is a phone’s GPS to pick up and drop off a rider. Furthermore, all devices must be secured in a hands-free apparatus and earphones are prohibited.

Should UZURV Operations call you while driving, pull over to a safe parking area to answer your phone.

More Tips to Prevent Distracted Driving

• Do not eat or drink while driving.
• Scan for pedestrians, cyclists, disabled vehicles, and other safety risks while driving.
• Don’t “rubberneck” or focus on anything other than the driving at hand.
• Secure loose objects to prevent them from falling to the floor and rolling around.
• Use mirrors for viewing obstacles only. Do not use mirrors to check your face, hair, etc. while driving.

Remember, if you experience something urgent or distracting, pull over and take care of it rather than trying to manage it while driving. A few extra minutes could save your life and the life of another.

Resources for further reading:

• National Highway Traffic Safety Administration
• Distracted Driving Statistics from Market Watch Guides
• “Understanding the Distracted Brain” from the National Safety Council

Staying safe is everyone’s utmost concern, especially if you are in an accident. It’s vital we all work together to ensure you, riders, and other drivers are safe on the road.

In the event of an accident:

• Prioritize safety and avoid taking actions that could jeopardize anyone’s well-being.
• Under no circumstances should you attempt to follow individuals who flee the scene of an accident.
• Stay calm, assess the scene to see if there is an emergency, and check to ensure you and your rider are not in danger.
• Contact 911 first. Then call UZURV Operations through the app or at 804-215-8155 once you and your riders are safe.
• Gather information – insurance, license plate numbers, witnesses, etc. – when it can be done safely.
• Rely on the expertise of Police and EMS to ensure the appropriate actions are taken.

If you have an accident, call 911 first. Then call Operations through the app
or dial 804-215-8155.

🚙 Stay focused. Stay Safe! 🚙

UZURV Drivers are required to provide door-to-door service for every ride, every time. But why?

“UZURV’s #1 priority is safety for the riders and drivers,” said Becky Morrison, Senior Operations Manager at UZURV. “Providing door-to-door service reinforces our goal to ensure the rider is safe.”

UZURV riders have a variety of mobility issues – some more apparent than others – and drivers often don’t know the level of assistance riders need.

This is why it is imperative to meet the rider at the door of the pickup location and say,

“Hi. I’m with UZURV. What can I do to assist you to the vehicle?”

It may be that the rider needs to hold your arm to steady themselves. It may be that the rider needs guidance toward your vehicle. Or, it may be that the rider doesn’t need assistance at all.

Whether your rider needs assistance or not, you are still required to accompany them from the door of the pickup location to the door of your vehicle, and from your vehicle to the door of their destination. This way, you are close by to offer help if their situation changes.

Riders Love Door-to-Door Service

UZURV riders appreciate the support and care that Drivers offer with door-to-door service. Here are but a few compliments we regularly receive.

Phoenix Rider: “I am very happy with all the drivers I encountered with UZURV. I really appreciate that they walk me to the door of my destination as I am visually impaired.”

Baltimore Rider: “My driver was very kind, opened the doors for me, and was very gentle in his assistance. UZURV has great people working here and I was very happy with this driver.”

Sacramento Rider: “My UZURV driver went above and beyond and helped me get my belongings from the UZURV car.”

While riders love the personal touch that door-to-door service provides, their well-being is the most important reason it’s required for every ride.

“By providing a helping hand and offering assistance to the rider, the driver reduces the chance of an incident occurring,” commented Morrison. “Not only does this provide safety for the riders, they sincerely appreciate the assistance!”

Practicing Door-to-Door Service

As a reminder to Drivers, when performing door-to-door service, you should always…

• Get out of your vehicle when you arrive at the pickup location.
• Go to the outermost door, knock or ring the bell, and greet your rider.
• Verify their name and destination.
  Introduce yourself as their UZURV driver and ask, “What can I do to assist you to the vehicle?”
• As needed, assist the rider from the door of the pickup location to the door of your vehicle.
• When you reach the drop-off location, assist the rider from your vehicle to the door of their destination.
• Assist with 2-4 bags as needed.

Drivers should never…

• Transfer passengers from wheelchairs to vehicle seats.
• Lift or carry riders.
• Cross residential doorways or enter buildings to look for riders.
• Check a rider out of a care facility.
• Pick up prescriptions.
• Secure car seats in the vehicle or place children in a car seat. This includes securing other child safety restraint systems.

⭐  Way to go, Belele! Great door-to-door service!  ⭐

Riders voice concern when a Driver is early because early arrivals make them feel pressured to hurry. Given that many of our riders have mobility issues, rushing can also impact their safety.

“I feel awkward when someone is waiting for me,” said Brooks, who often uses paratransit services to get around. “Especially when they stand at my front door, tapping their foot, and making our pet dog, Daisy, bark. I feel stressed.”

Even when drivers say they’ll wait, a rider may still feel rushed – especially when the driver is waiting at the door.

“I know that if I’m rushed, I’m going to forget something,” said Craig. “I get flustered. Our riders do, too.”

Flustered riders can translate into cranky riders – or worse. Getting flustered could impact their safety. And again, no one wants that.

Do your best to arrive on time. But if you do show up a little early, Brooks offers great advice to avoid creating stressful or unsafe conditions for riders:

• First, from your vehicle, call the rider through the app. Do not approach their door.
• Tell your rider you know you are early. Tell them not to rush and that you will wait in your vehicle until the pickup time.
• Let them know you will not leave them and you will come to the door on time.
• At pickup time, approach the rider’s door to deliver door-to-door service.

“If you are respectful of your rider’s time, they are much less likely to be stressed out and take that out on you,” said Brooks.

“Being on time just leads to a better outcome,” he concluded.

🚙 Perform Door-to-Door for EVERY Ride! 🚙

⭐  Bravo, Shyann! Your dedication is inspiring!  ⭐

UZURV riders have a wide range of abilities, as well as a wide range of disabilities – not all of which are obvious.

UZURV spoke with Michelle Witman, co-founder of Asset Based Consulting, a firm that helps companies and groups remove barriers for people with disabilities.

“We work with organizations of all types to shift company culture so we all understand that everybody has an asset to offer,” Witman said.

Buildings, technology, and transportation are often filled with obstacles for people with disabilities. The Americans with Disabilities Act ensures that communities make reasonable accommodations and modifications so people with disabilities can fully participate.

However, removing obstacles for people with non-apparent disabilities can be more challenging than for those with apparent disabilities. If a disability isn’t easily noticed, it can be overlooked – or even discounted.

What is a non-apparent disability?

A non-apparent disability is a physical, mental, or neurological condition that is not visible from the outside, yet can limit or challenge a person’s movements, senses, or activities.

Some examples of non-apparent disabilities include:

• Autism
• Epilepsy
• Brain Injury
• Fibromyalgia
• Alzheimer’s Disease
• Post-Traumatic Stress Disorder (PTSD)
• Mental Illness such as depression, anxiety, or bipolar disorder

Because disabilities like the ones listed above can create mobility limitations, UZURV Drivers provide transportation access for people with both apparent and non-apparent disabilities. By offering rides, Drivers proactively remove mobility barriers so riders can participate fully in their communities.

Working with people who have non-apparent disabilities

Witman offered two pieces of advice to UZURV Drivers when working with and for people whose disabilities aren’t obvious.

Replace judgment with curiosity

“We have a lot of preconceived notions and assumptions about people with non-apparent disabilities,” said Witman. “We automatically come from a place of judgment.”

“I ask people to withhold their judgment and replace it with curiosity,” she continued. “Ask riders questions like, ‘What can I do to help you be successful today?’”

It’s important to note that curiosity should not lead to intrusive questions or a HIPAA violation. If a rider does not appear to have a disability, do not ask what their disability is or why they are riding with UZURV.

For instance, if a rider does not make eye contact, do not assume they are being rude. They may have a non-apparent disability that makes it difficult to maintain eye contact.

Rather than judge their behavior, ask how they prefer to communicate on the ride that day. Then provide what your rider needs to be successful in that moment.

Stay in conversation with your rider

Supporting a rider with non-apparent disabilities is not always obvious.

That’s why it’s important to ask your rider before every ride what they need to be successful that day, so you can make their ride as seamless and enjoyable as possible.

Ask the Golden Question, “What can I do to assist you to the vehicle today?”

Sometimes your rider may need physical support when you perform door-to-door service, and sometimes they may only need you to walk beside them as they support themselves. Sometimes your rider wants to chat and exchange stories, and sometimes they prefer to remain quiet.

You don’t know what they need unless you ask.

Stay in conversation with your rider about what they need at any given time. Every rider has different needs that change from day to day, sometimes from moment to moment. The only way to know is to ask and listen.

“It’s such an easy lift to ask what someone needs,” said Witman. “And it makes all the difference in the world.”

Service animals may accompany riders with vision or hearing impairments, but some riders with non-apparent disabilities may also use service animals in their daily lives. Service animals may support riders with:

• Post-Traumatic Stress Disorder
• Epilepsy or Seizures
• Diabetes
• Autism
• Agoraphobia
• Severe Anxiety
• And more…

🐕 Always accept service dogs in your vehicle. It’s the law! 🐕 

⭐  Nice work, Joseph!  ⭐

What happens when Drivers contact UZURV with an app issue?

Their concerns go to Christina Huther and Chase Thompson, User Experience (UX) Designers for UZURV.

Huther and Thompson often chat with the Operations and Driver Success teams to ensure that UZURV’s apps are functional and provide value and enjoyment for those who use them.

“Driver Success and Operations talk with Drivers every day, so they have really good insight into what makes things difficult for Drivers,” said Huther in a recent interview with her and Thompson.

“And Drivers give our team new ideas about what could make the Drive app a better experience,” she continued.

Both Huther and Thompson regularly gather data on how the app is used and user preferences. This constant process of analysis, testing, feedback, and review is crucial in deciding what design elements and features belong in the app. It speaks to what works and what doesn’t – continuously improving the Driver experience.

Exploring the “Why”
Thompson and Huther consider Driver input when designing or updating app features. To do that, they start by being curious and asking questions.

“We ask a lot of ‘whys’ from our Drivers,” said Thompson. “The deeper we dig into why a Driver is having a problem, the more likely we’ll discover the root cause of why the app isn’t meeting their need.”

For example, a Driver may experience challenges finding rides in the Feed that work for them. To find the “why,” Huther and Thompson will look at the Ride Feed with the Driver and ask probing questions to learn more and identify hurdles.

From this conversation, they may learn that the Driver finds the Feed hard to see and scan. So to find the “why,” Huther and Thompson will follow up with more and more questions until they discover the root cause. Once they pinpoint it, they decide what design elements and features to update.

“Chase and I try to think about the teeny-tiny, nitty-gritty details of every process,” said Huther. “We agonize over making the app as intuitive and simple as possible so that our Drivers and Riders don’t have to work hard at using it.”

UX – Creating the User Experience 

After Huther and Thompson design a new feature, they give it to the UZURV engineering team for development and then it goes through quality assurance testing. It may take months before a new feature is ready for release.

“A lot of collaboration goes into the work we do,” said Huther. “We talk to everybody at UZURV, and then we talk to people outside the company – all kinds of different people. For me, that’s one of the most joyful parts of the job.”

Huther and Thompson also design with accessibility in mind.

“It’s important not only to follow industry standards for people with physical disabilities, hearing impairments, visual impairments, cognitive impairments, etc. – but it’s also vital to test the app with users,” said Thompson. “Christina and I invite riders to the office to watch how they interact with our app. It’s really eye-opening.”

The UZURV Drive and Ride apps are designed to meet Web Content Accessibility Guidelines, which provide the international standard for making web content more accessible to people with disabilities.

“Every app you build needs to be accessible. That should be your goal, no matter what,” Huther added. “See people with disabilities as your audience – not as a special case.”

In-person Feedback at Events
In addition to contacting Operations and Driver Success with app feedback, Drivers are encouraged to attend in-person or online UZURV Meet-and-Greet events.

“I want drivers to be really excited about coming to meet the UX team at events,” said Huther. “We go to a lot of Meet-and-Greet and Driver Appreciation events just to hear from our Drivers about their experience with the app.

“Come out and talk to us!” she offered.

Here are some important safety reminders about what to do in an accident.

• Prioritize safety. Don’t do anything to jeopardize anyone’s well-being.
• Do not follow individuals who flee the scene of an accident.
• Stay calm and assess the scene for an emergency. Ensure you and your rider are not in danger.
• Contact authorities and UZURV Operations immediately once you and your riders are safe.
• Gather information – insurance, license plate numbers, witnesses, etc. – when it can be done safely.
• Rely on the police and EMS to take appropriate actions.

🚘 First & foremost – ensure you and your riders are safe! 🚘 

⭐  Fantastic job, Rashawnda!  ⭐

UZURV was recently mentioned in Metro Magazine’s article, The Paratransit Evolution is Here, But Where is it Headed?. UZURV and transit partner IndyGo were cited as being at the forefront of paratransit evolution.

The article stressed the need for more accessible, adaptable paratransit programs throughout the country. It also covered the financial challenges cities face when implementing paratransit programs and meeting ADA compliance requirements.

Read more at this link and learn about UZURV’s part in providing paratransit today and what the future holds for the industry.

Want to know more? Check out these websites to learn about blindness, low vision, and guide dogs.

• • American Council of the Blind – acb.org
  • American Foundation for the Blind – afb.org
  • National Federation of the Blind – nfb.org
  • International Guide Dog Federation – igdf.org.uk
  • The Seeing Eye – seeingeye.org

🐶  Service Animals are always welcome in UZURV vehicles. 🐶 

A Palm Beach County rider sent compliments about UZURV Driver, Josue Gonzalez:

⭐  Setting a great example, Josue!  ⭐

February is Low Vision Awareness Month. Millions of Americans lose some portion of their sight each year. While vision loss can happen at any age, low vision is most common for adults 65 years and older.

The National Eye Institute offers several educational resources for folks experiencing vision loss, including guides to living with low vision and information on vision rehabilitation. Check out their website by clicking here.

The beginning of the year is a great time to plan early for renewals – because odds are, at some point, one of your documents will expire.

Here are common renewals you might encounter:

• Driver’s license
• Vehicle inspection
• Vehicle registration
• Insurance
• First Aid & CPR certification

Why are these documents important?

Every document serves a purpose and is meant for the safety, comfort, and support of you and your Riders.

Since we partner with government agencies and nonprofits to provide a higher level of care, Drivers must meet program, state, and federal standards.

Maintaining your documents means you are always ready to provide transportation to those who need it most.

How to know when it’s time to renew?

Your Drive app will notify you 30 days before a document or certification expires. This gives you adequate time to –

• Update documentation
• Re-certify important skills
• Submit information that may take a few days to process

Each state has different requirements for UZURV Drivers. Visit the UZURV Document Renewal page for more information on what you need to provide for your program.

What happens if I don’t renew in time?

You’ll get suspended if you don’t submit updated documentation within 3 days of the expiration date. The suspension is lifted when you provide documentation and it’s approved.

Heads up! Please provide at least 48 business hours (no holidays or weekends) for a Driver Support team member to review your updated documents.

Keep driving with UZURV!

UZURV Drivers create a positive impact in the community. You are an important link for many people who need to get to jobs, doctor visits, appointments – or even just to the grocery store.

Without your service, many would not have access to basic transportation.

We appreciate the work you do and that you choose to continue driving with us by renewing your documents.

Keep up the great work – and if you need to, renew your documents here!

When uploading documents or images, be sure to:

• Take a clear, clean photo so our Driver Success team can read it.
• Send an image of the full document, not just a portion of it.
• Ensure your name is correct and matches your UZURV account.
• Follow directions. Some documents must be filled out with ink.

🖐️  If you need help, contact support@uzurv.com  🖐️

⭐  Way to show up, Sayed!  ⭐

Everyone welcome Riverside Transit Agency (RTA) to the UZURV platform! RTA provides transportation to the residents of Riverside, CA, just outside of Los Angeles.

Recruitment for RTA Drivers has begun and we couldn’t be more excited to serve this community!