R&D Transportation Services, Inc. (R&D) is contracted by California Regional Centers to provide transportation broker services that consist of Scheduling, Billing/Contract Administration, Customer Service Center, and Quality Assurance for Field Operations. Although not a direct transportation service provider, R&D coordinates with Regional Center service providers in an effort to operate safe, reliable, and cost effective and efficient transportation services. In order to support the services outlined, R&D’s Customer Service is the first point of contact for Regional Center personnel, day program, transportation service providers, participants, and family and/or care providers. Customer Service Representatives are available at all times that transportation services are provided in order to keep the riders, families, and care-providers informed of changes in schedules, disruptions of service and any transportation-related matters.
The mission of the Customer Service staff is to provide callers with courteous, efficient and professional assistance. Customer Service Representatives are trained and knowledgeable in Title 17 and California State mandated reporting requirements. Customer Service is responsible for researching and handling transportation-related questions or concerns. Customer Service collaborates with R&D’s Quality Assurance and Scheduling departments when necessary in an effort to provide the caller answers to their transportation questions and concerns. R&D’s customer service staff is available from the time service providers begin running their routes, until they report all riders have safely arrived at their destination. Additionally, on-call staff is available after business hours for emergency situations.