Client Education of Services Available and Limitations: Agencies will provide clients with information on transportation services and instructions on how to access the services.

General transportation service hours should correspond with the business hours of local core medical and support services that clients access.

Clients must be able to confirm their transportation arrangements to core or support service appointments at least two business days in advance for MT services offered via an organizational vehicle or ride share. This does not apply to transportation solutions relying on fare media (e.g., bus passes, bus tokens, taxi vouchers) or mileage reimbursement.

Agencies will provide clients with information on transportation limitations, clients’ responsibilities for accessing transportation, and the agency’s responsibilities for providing transportation.

1. Percentage of clients with documentation of education provided regarding the services available and any limitations of services.

Client Signed Statement: The client must sign a statement consenting to transportation services and agreeing to safe and proper conduct in any vehicle, unless the client only receives mileage reimbursement services.

This statement must include the consequences of violating the agreement, such as removal, suspension, or termination of transportation services. 

Agencies should make reasonable efforts to secure a signed statement (physical or electronic) before providing services, but in situations where this places an undue burden on the client, staff may document verbal acknowledgment of consent and agreement to safe and proper conduct.

2. Percentage of clients with documentation of client acknowledgment agreeing to safe and proper conduct unless the client receives only mileage reimbursement.

Provision of Services: Agencies will maintain program files that document the level of services and number of trips provided, the reason for each trip and its relation to accessing health and support services, and the trip's origin and destination. 

Agencies must document the cost of each trip. If an agency has its own vehicle or utilizes staff or volunteer vehicles, it may either develop a method to estimate costs per trip or use mileage reimbursement rates from the General Services Administration (GSA). 

Agencies may also use the amount of fuel reimbursement provided to a client, the cost of a ride-share, or the cost of a transportation voucher to determine the cost per trip.

3. Percentage of clients with documentation of the following: (Pilot Measure 2025-2026)
   1. The reason for each trip and its relation to accessing health and support services
   2. The trip origin and destination
   3. The method used to meet the transportation need
   4. The cost per trip

Driver’s License and Insurance: Agency and volunteer drivers must have a valid Texas driver’s license. Agencies must ensure that each driver is covered by automobile liability insurance for the vehicle operated as required by the State of Texas and that all vehicles have a current State of Texas vehicle registration. 

4. Percentage of organization and volunteer drivers with documentation of agency validation or a copy or picture of the following requirements, as applicable:
   1. Valid Texas driver’s license
   2. Current liability insurance for the vehicle used 4c: Current Texas vehicle registration