1. Blount County Community Action Agency’s
SMiles – Senior Miles
A Program Created By
Blount County Community Action Agency’s
Office on Aging
Maryville, TN
Helping People.
Changing Lives

2. Workshop Objectives Describe the creative process
Inform about SMiles program
Inspire action!
Helping People.
Changing Lives

3. But first…a little background
Demographics of Region

4. Demographics Rural Appalachian Mountains 124,000 county population
Affluent and impoverished residents
High percentage of elderly
Transportation challenges
Strong sense of community

5. The Why and How of SMiles
Researched senior transportation programs across U.S. & modeled program after best practices
Volunteer transportation most sustainable of all options
2 years in development
Local funding
Transportation listed as top need in Blount County by seniors & professionals
Current transportation options not senior-friendly nor convenient
Designed to complement existing, not replace it
Why
Everyone knew that senior transportation was critical need
Everyone knew that our public system was not senior friendly
Project was so big that no group ever tried to tackle it
Singling out residents 60+ seemed doable
Smiles designed to complement existing system, not replace it

6. The Model Small group of 4-5 volunteers developed through OOA
Wrong people at table
Limited community awareness of this issue
4-5 people talked through issues
Researched best practices
Realized we didn’t have cash, clout, or credibility
Only pros working with seniors knew about need
Had to back up and build community awareness

7. Needed: Ownership & Leadership
Aging Summit
Senior Action Council
First step was planning & holding a county-wide aging summit
Second step was recruiting those with cash, clout & credibility to believe in program

8. County Aging Summit December 4, 2012
Representatives from…
Government
Nonprofits
Churches
Businesses
4-hour gathering, 120 people
Keynote, small group discussions
Summary ed to all invited
County Aging Summit
Govt, nonprofits, churches, business
Largest investment – time to get leaders to attend
Four-hour morning gathering, 120 people
Assigned seats to mix points of view
Keynote speaker, presenter of county statistics, small groups
Four discussion questions with facilitator and recorder for each small group
Groups reported out
Results summarized and distributed to all invited to summit via

9. Senior Action Council Identified prospective council members
Representatives of four key groups
Movers and Shakers in county
Recruited 10 people for 1-year commitment
First meeting in March, 2013
Immediately began identifying prospective members
Recruited prominent leaders from county with credibility
Representatives of four key groups, one-year commitment
Task: address local senior issues
First issue: senior-friendly transportation
Basic model presented, asked to research options and report back in two weeks
Research shared and transportation model refined over 2-3 months
Budget developed and seed money secured
United Way
Regional Transportation Planning Organization
Rider Income
Donations
Task: address local senior issues
Top priority: senior transportation
Basic model presented
Council urged to research
Model refined, budget developed
Seed money secured

10. Why SMiles is Needed
Quality of life influenced by availability and convenience of transportation options
Large increase in senior population
In order to remain at home, seniors need affordable, dependable transportation
We’re all one stroke or broken leg away!
Rides change lives, improving emotional, social, and physical well-being of seniors
Helping People.
Changing Lives.

11. The SMiles Vision Quality of life for seniors
Neighbors driving neighbors
Senior-friendly and affordable
Aging in place
Community involvement for seniors
Helping People.
Changing Lives.

12. SMiles Transportation
New program – to Blount County
Sustainable
Senior-friendly
Rides within Blount County for essential trips
Membership program, NOT public transportation
Volunteer drivers using own vehicles
Helping People.
Changing Lives.

13. What’s “senior friendly”?
Available
Acceptable
Accessible
Adaptable
Affordable
Senior-friendly Transportation
Available
Types of trips: essential trips
Destinations: within county only
Hours & days of operation: M-F, 8-4
Acceptable
Advance notice for rides: 3 days
Driver screening: references, background checks, interview
Driver training: 3-4 hours
Types of vehicles: any that is safe & insured
Marketing & use by seniors: “3 easy steps”
Accessible
Encourage feedback from riders: 2 surveys per year
Level of assistance: door-through-door, if needed
Escorts: over age of 18, driver’s choice
Adaptable
Number of stops: 2 stops within 3 hours
Links to other needed services: drivers trained as gatekeepers
Types of medical equipment: no wheelchairs
Driver as escort: expected to accompany rider throughout trip
Pets: in carriers, driver’s choice
Affordable
Cost of rides: annual $25 membership, $6 per round trip
Rider payments: all costs are prepaid to SMiles office
Driver insurance coverage & deductible: excess liability through agency
Gas reimbursement (SMileage): 20 cents per mile

14. About the SMiles Program
Residents age 60+ purchase $25 annual membership
Cost is $6 per round-trip and prepaid
$49 for membership and 4 prepaid rides
Riders call 3 days in advance to request rides
Monday through Friday
Trips within county only
Neighborhood-based
Door-through-door service – help with groceries and assist rider when entering & exiting vehicle, house and destination
Helping People.
Changing Lives.

15. SMiles Drivers SMiles believes in Blount County’s volunteer spirit
Drivers recruited to drive personal autos
One-on-one, door-through-door accompanied service
Drivers attend 4-hour training prior to first ride
Drivers self-assign rides online using Assisted Rides software
Minimum age of 21
SMileage (gas reimbursement) available at 20 cents per mile
Training covers program details, software use, senior sensitivity, boundaries, driver safety and first aid
Helping People.
Changing Lives.

16. Driver Criteria Valid driver’s license and proof of insurance
Interview and references
Safe driving record, no criminal history
Vehicle liability insurance meeting TN law (100/300/100 recommended; umbrella policy encouraged)
Access to cell phone (computer/internet a plus!)
Commit to drive at least three hours a month
Helping People.
Changing Lives.

17. Insurance & Liability Addressed this issue up front when recruiting
Personal Auto Insurance is always primary
Volunteer insurance policy provides excess auto, liability, medical coverage (CIMA)
Insurance rates determined by miles driven, not who is in the vehicle
Covered by our agency’s liability insurance
Volunteer senior transportation programs proven to be a safe activity over 50-year history
Helping People.
Changing Lives.

18. State & Federal Volunteer Protection Laws
TN’s “Good Samaritan” law
Federal Volunteer Protection Act of 1997
Helping People.
Changing Lives.

19. Rider Comments
“A very critical and wonderful program for the elderly – will be 86 this summer. Thank you!”
“How SMiles benefits me:
Reliability – I don’t worry about the driver cancelling at the last moment or forgetting to come
Convenience – one call sets this up. I don’t have to call around hunting for a ride, possibly inconveniencing friends
Appointments – I can make appointments on the spot with doctor, dentist, hairdresser, etc, know I can come whenever it’s convenient with them. This program is a veritable godsend for me. Thank you!”
“Everyone has been very courteous, friendly and kind! Thank you very much for this much needed service. You are an answer to prayers!”
Many of the checks for ride purchases come with a thank you note!

20. Driver Comments “Love being able to schedule myself!”
“The software (Assisted Rides) is very easy to use.”
“Every rider has been very appreciative.”
“I am thrilled that our county has this program available to its residents”
“I really love participating in SMiles and have met some wonderful and interesting people.”

21. SMiles Funding Sustainable through diverse funding
Three grants for first year
Rider contributions balance out driver SMileage of 20 cents/mile
Fundraising to expand program in future
Goal is 3-legged stool of funding: users, community support, regional/federal funds
First year: local United Way, regional transportation planning organization, small planning grant, riders, OOA
Signature annual fundraiser associated with classic cars is in works
Helping People.
Changing Lives.

22. Assisted Rides Software
Highly recommend for ease of use & capacity
Online product
Equivalent of full-time person
Volunteers assign themselves to ride online
Complete driving directions & mileage
Riders call office to schedule rides
Tracks each client account
Best of all – the reports!
Visit for more info
Easy to use
Functions as FTE employee
Tracks rider accounts and payments
Drivers sign up for scheduled rides online or with smartphones
Riders call SMiles to schedule rides
Provides map and driving directions to drivers, complete rider info

23. Steps to Success Collaboration Medical organizations Service clubs
Businesses
Churches
Focus
Keep end clearly in mind
Example: fundraising
Don’t reinvent the wheel
Use best practices, tailored to your community
Community ownership, community leadership
Investigate various software programs
Recruit volunteers & market prior to launch = Soup & SMiles
Pilot program with a few riders and drivers before launch
One chance to do it right!

24. SMiles after 10 months… 2060 trips 110 members – average age 80
54 volunteer drivers – average age 67
14,442 miles
1809 volunteer hours
$30,766 in volunteer time
38.5% of trips for medical, 25% for personal
2060 trips
106 members – average age 80
54 volunteer drivers – average age 67
14,442 miles
1809 volunteer hours
$30,766 in volunteer time
38.5% of trips for medical

25. Valuable Websites www.blountcaa.org/programs/SMiles

26. Any Questions?
Helping People.
Changing Lives.

27. Thank you Joani Shaver, OOA Director Blount Co Community Action
Maryville, Tennessee
Aaron Bradley, Director
East TN Area Agency on Aging & Disability
Knoxville, Tennessee