Suburban Mobility Authority for Regional Transportation

Buyer seeks a qualified training provider to conduct comprehensive customer service training for paratransit staff. The training program will cover effective communication, sensitivity awareness, problem-solving, conflict resolution, and de-escalation techniques. Buyer requires training for 142 paratransit operators, 12 dispatchers, 23 call takers, and 14 administrative staff. The contract will be for two years with two one-year options.

• 5/2/2025 - RFP Issue Date
• 5/14/2025 - Requests for Clarification Deadline
• 5/28/2025 - Proposal Due Date

• Financial strength to finance and complete the contract
• Sufficient human and physical resources to perform the contract
• Satisfactory performance record on past contracts
• Compliance with EEO laws and regulations

• Develop customized training curriculum for paratransit staff
• Deliver training on effective communication skills
• Provide disability awareness and sensitivity training
• Teach de-escalation techniques for difficult situations
• Train staff on customer-centric mindset and empathy
• Conduct scenario-based training with role-playing exercises
• Develop evaluation tools to measure training effectiveness
• Deliver both onsite and virtual training sessions
• Provide refresher training for existing staff
• Implement training for new hires