1. Most Effective Practices that Work!
Working with MTM –
Most Effective Practices that Work!

2. Intake it all!
During IDS intake sessions be sure to address how transportation will be arranged to and from programming. MTM is an option if person has Medicaid and is not using other transportation (ex. authorized for “Supported Living with Transportation.”)
If the decision is MTM, be sure to ask for the contact information for the following:
Residential Staff Coordinator (QIDP)
Residential Staff (by shift whenever possible) and/or Person’s direct home number
Person responsible for scheduling doctor’s appointments and other commitments that may conflict with IDS programming hours
Transportation Coordinator if applicable

3. Communication is Key!
Teams may be hesitant to provide all contact information for staff/persons that assist with preparing your participant for departure and for receiving them at their residence.
Identify at minimum the best person to call at off-program times if you are made aware of transportation related issues.
To help teams understand the need for constant communication, discuss common challenges:
Late/early pick-ups and drop-offs
Drivers at incorrect locations
Person sick morning of/opts out of programming
Inclement weather effecting programming
Provide IDS program/transportation manager’s contact information and preferred method to be reached before and after programming hours

4. What is Medical Transportation Management (MTM)?
“MTM is responsible for all non-emergency medical transportation within the Washington DC metropolitan area, including the city of Washington DC, the suburbs of Montgomery and Prince Georges County in Maryland, and Northern Virginia counties of Fairfax, Arlington and the City of Alexandria.”*
Approved by DC City Council in July 2007, with a focus on trips to doctors' offices, pharmacies, dialysis centers and other health facilities.
More than 45,000 Medicaid recipients within District
Acts as a broker—does not have it’s own fleet of vehicles
Medicaid non-emergency medical transportation (NEMT), is transportation for eligible Medicaid beneficiaries to and from appointments and services. (Assurance of Transportation, 42 C.F.R. § ) *

5. What does MTM Need from IDS Providers?
When setting up trips, provide person’s:
Medicaid ID # (please do not use social security numbers)
pick up address (typically residence)
telephone number (of residence and of drop of location facility)
date of birth
date of trip
time (arrival and departure)
drop of address and facility name (a designated place in the community)
type of appointment (“Day Treatment Program”)
staff in field’s name and telephone number (make sure this number is accurate and working!)
telephone number to verify trips (Program or Transportation Manager)
Schedule all trips at least three (3) days in advance.
Keep in mind that if you submit your trips in a batch for the month, check back with MTM weekly to ensure that they are all entered, because conversely MTM is accustomed to setting up trips only one week in advance.
Urgent trips can be set up with less than three (3) days notice. If the Recipient calls for urgent/same day trips, MTM is responsible for calling the program provider (you!) to confirm urgency and set the trip up according to guidelines. (This can be something we suggest changing!)

6. What does MTM Need from IDS Providers?
Fill out Transportation Request Form—ask for an electronic copy!
For now, fax forms to: (MTM will be trained on Direct Service Messaging!)
Include a cover sheet with total amount of trips noted
Send a PDF version of the trips to
Wait 3 business days, and call for a confirmation number for each trip
If the trip is urgent, follow all steps above, and if your request is denied by the Customer Service Representative, ask for the Quality Assurance Department—BE NICE to the QA Department!

7. What IDS Providers Expect from MTM?
Recipients will be assigned to the type of transportation that is most appropriate to their needs in the following order:
Public Transit
Ambulatory (sedan/van/minibus/etc) includes wheelchair transfer
Wheelchair lift equipped vehicle
Stretcher (Recipient needing to lay in a prone position but not in need of medical assistance)
Historically, return trips are only provided from the point of drop-off from which the Recipient obtained authorized health care—for IDS, this means it is best to have the same drop-off and pick-up locations. (Again, this can be something we can suggest changing!)
The transportation provider must pick up the Recipient within one hour from the time the Recipient calls for the return ride or “will call” trip—for IDS, this will take time for transportation providers to adjust to the fact that people need to be picked up on time.
If the ride is 15 minutes late, call and ask, “Where’s my ride?” Provide this number to person’s residence as well to call morning pick-up is late.
Respect and non-discrimination from drivers for the people we serve, staff in the field, and transportation coordinators! There are several training modules for transportation providers offered by MTM.
Best way to assist is submit a formal complaint by calling and/or ing

8. Setting Up Trips
MTM authorizes a trip when a Member’s service eligibility is verified
Each trip is assigned a unique number that is communicated on the Trip Sheet—Be sure to record this trip number!
Ex: IDDA Leg #1 and IDDA Leg #2
If you are calling in trips, wait to receive verification from the Transportation Provider. Whether calling in trips, e- mailing, or faxing, always get the Provider’s dispatch telephone number. This helps trouble-shoot urgent situations/locating drivers.
When time allows, call the dispatch and introduce the main contact in your company for IDS transportation coordination—exchange contact information and ask for any driver’s telephone numbers that may be transporting the people you serve.

9. Safety Tips
When starting a new trip, be sure the designated location has cover from inclement weather—this is for both your staff waiting to receive people you serve and should an unaccompanied drop-off occur.
Insist drivers utilize the MTM, Daily Trip Log to have staff in field sign persons in and out
If unaccompanied drop-offs happen—ask to view the Daily Trip Log!
Talk with the people you serve about not disembarking from transportation until staff is on site—if someone is able to return home without staff present, be sure to review safety steps with person
You can ask to have an attendant in the transportation vehicle—note that Transportation Providers should be logging any incidents in their Accident/Incident Report Form
Assisting Passengers Training Video: