Paratransit Customer Service Training

The Suburban Mobility Authority for Regional Transportation (SMART), located in Wayne County, Michigan, is soliciting proposals for a comprehensive customer service training program targeting its paratransit operations staff. The procurement seeks a qualified training provider to develop and deliver training for 142 paratransit operators, 12 paratransit dispatchers, 23 paratransit call takers, and 14 administrative staff members. The proposed contract will span two years with options for two additional one-year extensions. Training objectives include enhancing staff skills in effective communication, customer-centric approaches, problem-solving, sensitivity awareness, time management, and handling challenging situations. Key deliverables must cover modules addressing empathy, professional communication, active listening, cultural sensitivity, de-escalation techniques, and customer service improvement strategies. The proposal is due on May 28, 2025, at 3:00 PM Eastern Time, with vendors required to submit pricing for both virtual and in-person training sessions. Evaluation criteria will likely include the vendor's ability to integrate performance metrics such as passenger satisfaction surveys and staff feedback mechanisms to ensure continuous training improvement.

While no specific set-aside designations or enterprise restrictions are explicitly mentioned in the documentation, the procurement appears open to qualified training providers with demonstrable expertise in transportation and customer service training. The contract will be awarded to a single vendor, with the expectation of developing both initial and ongoing training programs for new and existing staff. The project budget will require detailed cost breakdowns for each training session, with an understanding that staff numbers may fluctuate. Although specific budget ranges are not provided, the comprehensive nature of the training program suggests a substantial investment in staff development. The training program is designed to be flexible, accommodating potential changes in staff numbers and focusing on creating a robust, adaptable customer service training framework for SMART's paratransit operations. Vendors will need to demonstrate capabilities in creating scalable, impactful training modules that can be implemented across various staff levels and roles within the organization.