Checking in with home52 Transportation: New staff receive positive reviews from clients
Since May 2021, home52 Transportation has coordinated more than 25,000 trips serving a little under 1,000 older adults residing in Hamilton County.
home52 continues to survey riders, helping the team identify what is and what is not working. Through feedback from approximately 900 customer surveys, riders have expressed appreciation for a centralized call center, the opportunity to provide regular feedback about the service they receive, and quick responses in addressing concerns. Nearly all (99%) of the surveyed riders said our coordination center staff were kind and courteous.
The team has received positive from other avenues as well, including this February review on Council on Aging's Google profile:
I wanted to thank Judy Eschmann, Vice President – Community & Business Operations Council on Aging + home52. I was trying to find a dear friend with end stage renal disease transportation to medical appointments and was coming up with nothing, not even my friend's insurance covered transportation. I work full-time and cannot take her to all of her appointments. Ms. Eschmann reached out to me personally and told me all about the Home52 program which provides transportation to Cincinnati residents 55 and up who are disabled, financially insecure and in need of assistance. She sent me an application and my friend was approved. It gives me such peace of mind knowing she will be able to get transportation to her medical appointments. Thank you Ms. Eschmann and Council on Aging - thank God for you! God Bless!
For more information on Non-emergency Medical Transportation Program for residents 55 or older in the City of Cincinnati, contact Brittaney Burton at (513) 345-8637.
Growing our team
In our last edition of The Rider, we reported that we were hiring. home52 is happy to announce that we have added five new members to our team. We hope you have had a chance to talk to one of our new Transportation Coordination Specialists.
These additional team members have made it easier for our clients to schedule a ride and/or address any concerns they may have. Our system gives clients the option to leave a voicemail message, request a call back or talk directly with a specialist. In February alone, we managed 7,058 phone calls.
With these staff additions, our clients have provided positive feedback.
Minnie has noticed a change since adding the new staff. "At first it was hard to schedule transportation, but it is now easy to schedule. Charles is very dependable – he’s always a big help.”
Joyce, in Hamilton County said the agents she speaks with are always helpful – especially Brittaney. "She is a pleasure to speak with - prompt, helpful and caring. I love talking to her. She's very personable and a kind young lady."