Recruiting and retaining high-quality drivers is one of the most critical challenges for NEMT (Non-Emergency Medical Transportation) companies. With an increasing demand for transportation services to healthcare facilities, coupled with heavy competition, finding the right drivers has become a top priority. These drivers need more than just excellent driving skills; they need to be patient, empathetic, and committed to providing top-notch customer service for passengers with diverse medical needs.
On top of recruiting, NEMT operators should have strategies in place to retain drivers as happy, long-term team members. The hiring and training process is expensive and time-consuming. Retaining drivers over many years requires hard work and relationship-building, but it’s more than worth it to protect your profits in the long-term.
The Cost of High Turnover
High turnover is expensive, lowers productivity, and reduces overall morale. A recent study indicates that it costs an employer $1,500 per year on average to replace an hourly employee.1 Factors contributing to this cost include recruitment costs, training and onboarding costs, lost industry knowledge, trip errors, poor customer service experiences, etc. All-in-all, it’s critical to have a retention strategy in place.
The Solution: A Well-Crafted Employee Retention Plan
This guide is crafted to help NEMT companies attract, hire, and retain the best talent in the industry. By implementing the right strategies, you can build a team of reliable and skilled drivers who will ensure the success of your operation.
Key Challenges in Attracting and Retaining NEMT Drivers
Before devising strategies, it’s important to acknowledge the challenges that NEMT companies face in recruitment and retention. These include:
- High Demand and Driver Shortages: There’s a growing need for NEMT drivers, but the supply cannot keep up, leading to a shortage of qualified candidates.
- Competition with Other Transportation Sectors: Rideshare companies like Uber and Lyft provide tough competition by offering flexible schedules and competitive earnings.
- Dual Skill Requirements: Candidates must not only be skilled drivers but also possess strong people skills to interact with passengers, many of whom require special care.
- Strict Compliance Requirements: Candidates must maintain a clean driving record and comply with all health and safety regulations, which limits the pool of eligible applicants.
- High Turnover Rates: NEMT jobs are demanding, both physically and emotionally. This can lead to employee burnout and high turnover rates.
Despite these challenges, there are proven strategies that can help overcome these hurdles and position your company as an employer of choice in the NEMT sector.
Proven Strategies to Attract NEMT Drivers
Recruiting the best drivers starts with an attractive and streamlined hiring process. Here’s how you can draw top talent to your company:
1. Partner with Local Driving Schools and Career Centers
Collaborate with local institutions to reach new graduates who are eager to begin their careers. Find (or start your own) training programs specifically tailored to NEMT drivers, which can include customer service training and health and safety regulations. These partnerships position your company as a key player in the community and create a steady pipeline of candidates.
2. Leverage Referral Programs
Word-of-mouth recommendations are highly effective. Encourage your current drivers to refer qualified applicants by offering incentives such as referral bonuses. This approach not only taps into their networks but also often results in reliable recommendations since employees will likely vouch for candidates they trust.
Tip to consider: Offer the referral bonus under the condition that the new driver stays at least a certain amount of time (e.g., 90 days). This ensures that your referrals are truly interested, long-term candidates.
3. Offer Competitive Compensation and Perks
Stand out by providing competitive pay and benefits packages, including:
- Flexible scheduling to attract drivers looking for work-life balance.
- Paid training and professional development opportunities.
- Overtime pay and performance-based bonuses.
- Health and wellness programs to support mental and physical health.
Remember, compensation is more than just a paycheck—it’s about creating a package that values and supports your employees. Investing in a compensation model that is worthwhile to employees is a great way to minimize long-term costs by retaining rather than re-hiring for driver roles.
4. Expand Your Reach with Online Job Platforms and Social Media
Post your job openings on popular job boards such as Indeed and ZipRecruiter. Actively engage potential applicants on social media channels like Facebook, LinkedIn, and Instagram. Showcase the benefits of working in the NEMT industry through engaging content, testimonials from current employees, and behind-the-scenes glimpses into your company culture. Highlight the rewarding nature of the job.
How to Hire the Best NEMT Drivers
Attracting candidates is only the first step. To identify the best-fit drivers, implement a structured hiring process that emphasizes quality and compliance.
1. Streamline Your Application Process
Make your job postings clear, concise, and easy to access. Ensure the application process is user-friendly across all platforms, including mobile. You don’t want to lose top candidates due to a lengthy or complex process.
2. Conduct Thorough Screenings
NEMT drivers play a crucial role in passenger safety and comfort. Screen applicants rigorously to check for:
- A clean driving record and valid licensure.
- Background checks to ensure compliance with health and safety standards.
- Certifications such as CPR/First Aid, if required.
3. Focus on Personal Qualities
While technical skills are important, evaluate candidates on their interpersonal abilities. Empathy, patience, and strong communication skills are essential traits for NEMT drivers who work with passengers requiring specialized care.
4. Use Trial or Training Periods
Implement a probationary period or hands-on training to observe how candidates handle real-world scenarios. This will help you assess their driving skills, adherence to regulations, and their ability to interact professionally with passengers.
How to Retain Great NEMT Drivers
Once you’ve built your team, retaining skilled drivers is crucial for long-term success. Here are some retention-focused initiatives to consider:
1. Improve Job Satisfaction with Ongoing Training
Provide regular training programs to help drivers refine their skills, stay updated on regulations, and handle the demands of the job. Offering upskilling opportunities demonstrates that you’re invested in their professional growth.
2. Create a Supportive Culture
Foster an inclusive and supportive work environment by:
- Recognizing exceptional performance through rewards and employee-of-the-month programs.
- Encouraging open communication channels for feedback and suggestions.
- Hosting team-building activities to strengthen camaraderie among staff.
3. Address Workplace Challenges
Understand the challenges your team faces on the job and provide solutions, such as:
- Offering mental health support to help cope with emotional demands.
- Rotating schedules to reduce burnout and provide flexibility.
4. Use Technology for Efficiency
Equip your drivers with tools like GPS tracking, route optimization software, and digital communication systems. These technologies simplify their work and allow them to focus on delivering high-quality service to their passengers.
5. Build a Community Among Drivers
Creating a sense of belonging is a powerful retention strategy. Encourage collaboration, mentorship, and mutual support among your drivers. Remind them that they are part of a larger mission to make reliable transportation available to those in need.
Take Action to Build a Strong Driver Team
Attracting, hiring, and retaining high-quality NEMT drivers is undoubtedly challenging, but it’s far from impossible. By implementing the strategies outlined in this guide, your NEMT company can become an industry leader known for professionalism and excellence.
The key lies in valuing your drivers—not just as employees but as essential contributors to your mission of providing safer and more reliable transportation services. Start building a stronger, more dedicated team of NEMT drivers today.
We offer seating and transport solutions that keep drivers and patients top of mind. Contact the Broda team to learn more!
References
- Charaba, C. (2024, April 16). Employee retention: The real cost of losing an employee. Streamlined Employee Benefits Administration Software. https://www.peoplekeep.com/blog/employee-retention-the-real-cost-of-losing-an-employee
