Enhancing Mobility for Individuals with Disabilities: Inside Keolis’ Van Nuys Service

Being able to get around independently is a privilege that many of us take for granted. But for many of the nearly 43 million Americans with a disability, transportation can be a persistent challenge. The experience of disabled Americans runs the gamut and may involve the use of ramps, elevators, auditory or visual signals, tactile surfaces, and more.

For those with severe intellectual disabilities, additional accommodations are often required. As the General Manager of Keolis North America’s Van Nuys, California service, I’m proud to lead a dedicated service for nearly 800 people with significant intellectual and developmental disabilities. These individuals participate in community services provided by the North Los Angeles County Regional Center and utilize the Van Nuys service to reach their destinations throughout Santa Clarita and the San Fernando Valley. Unlike traditional paratransit, our service runs on a fixed schedule, taking passengers to their destination in the morning – often adult day care or rehab – and bringing them home in the afternoon.

By virtue of working with these individuals each weekday, our team members at Keolis’ Van Nuys service know how important it is for the passengers we serve to reach these important facilities and how challenging it would be for them to reach their destinations without assistance. In fact, during the Covid-19 pandemic, the Van Nuys team saw firsthand the difficulties that passengers faced when our transportation services were temporarily suspended. Although some were able to secure rides with family members or friends, many stayed home and weren’t able to benefit from the critical services they depend on.

Knowing that we’re making a positive difference for our community makes our work rewarding, but transporting hundreds of passengers each weekday is no easy task. As General Manager, my focus is to apply my years of experience in the transit industry to ensure operational excellence across the organization — from the bus operators who drive the vehicles, attendants who ensure passenger safety, and maintenance staff who ensure smooth operation — to get our riders to their destinations safely, reliably, and on-time.

This starts with creating a culture of safety that recognizes the unique aspects of the service we provide. Our safety team does an incredible job embedding safety throughout our organization, starting with new hire training – a rigorous process that involves approximately 120 hours of instructional time. Due to the nature of our work, our drivers have additional security clearance requirements and are fingerprinted, background-checked, vetted for physical performance, and regularly tested for drugs and alcohol.

It doesn’t stop there, either – our operators go through daily vehicle safety checks, must complete a thorough yearly recertification process, and spend about 20 additional hours in training annually. This stems from a recognition that safety goes beyond proper maintenance and careful driving – it’s also about ensuring passenger safety at all phases of the journey. Our operators are certified in the use of wheelchairs, life ramps, tiedowns, and other equipment used for transporting riders who use assistive devices. They’re also trained in CPR, epilepsy and seizure procedures, and first aid. Depending on the route, Keolis attendants also may be present to ensure a supportive environment and oversee passenger safety by riding alongside them.

I’m thrilled that our operators, attendants, and maintenance professionals all recognize the full scope of responsibilities required to ensure safety for our riders, and I look forward to furthering Van Nuys’ strong safety record as General Manager.

Having a full cadre of professional and well-trained staff is a central part of our ability to run a safe and smooth operation. Keolis’ efforts to strengthen recruitment have been crucial to our success: we now have 108 active operators, 45 attendants, and 26 other staff members, more than 175 employees.

Since May 1st of last year, the Van Nuys team increased its active operator count by 56%, which has had a direct, positive impact on our ability to maintain consistent and reliable service. This is in part due to increasing our starting wages, but also because of our dedicated attention to the process of recruitment and its role in successful performance.

While it’s great to be onboarding so many new employees, I’ve been pleased to meet many workforce veterans who have worked for our Van Nuys operation for years. Oftentimes, these operators develop special relationships with our passengers, getting to know the ins and outs of what will help for a smooth journey – whether it’s a spot at the back of the bus or classical music.

Looking ahead, the Keolis team is working to expand our capacity to meet demand, so we can provide transit service to even more eligible individuals in our region. We currently have 108 active operators who service 84 routes, but our goal is to surpass 100 operators across 92 routes – a return to pre-Covid service levels. This goes hand-in-hand with the procurement of additional buses, which will ensure our bus fleet aligns with our workforce. This boost in the number of operators and in our bus inventory will enable us to expand our capacity, increase our trip count, and improve outcomes for the individuals we serve.

The positive impact of Keolis’ Van Nuys operations, as well as other transit services that people with disabilities rely on, are too often overlooked. That’s why it’s important to spread the word about these services, the value they bring, and the transit professionals who make it all possible. By recognizing and celebrating the diverse nature of accessible public transit and the vital role public transit plays in our communities, we can support those who rely on these services and ensure equitable access to transportation, regardless of disability status.