July 8, 2025 • 42 mins
When a loved one can't drive themselves to medical appointments, who can you trust to get them there safely? It's a question many families don't consider until they're frantically searching online during a crisis, often discovering an industry they never knew existed.
The vital world of non-emergency medical transportation (NEMT) takes center stage in this eye-opening conversation with three business owners who've built companies founded on compassion, safety, and dignity. Cliff Montemayor (Ride N Safe), Shawn Shannon (Shannon Non-Emergency Transport), and Alonzo Burton (Comfort Care) share the deeply personal experiences that led them to create transportation services that go far beyond just driving people around.
"Would this be good enough for your mother?" This powerful question guides everything from driver selection to vehicle maintenance in an industry where details matter profoundly. The owners reveal how their drivers become extended family for many passengers, sometimes representing the only social interaction some elderly clients experience. They emphasize the critical difference between bargain transportation and quality care, highlighting the sometimes shocking safety issues they've witnessed from less reputable providers.
What separates these companies is their unwavering commitment to treating passengers with dignity. From customizing music selections to ensuring proper wheelchair securements with shoulder harnesses, these small touches transform transportation from a clinical necessity into a caring experience. The entrepreneurs also discuss their collaborative approach to raising industry standards rather than viewing each other as competitors, creating an NEMT care network focused on accountability and shared excellence.
For families navigating healthcare transportation challenges or entrepreneurs interested in entering this growing field, this conversation offers invaluable insights and practical guidance. Listen now to discover the hidden world of non-emergency medical transportation and the compassionate professionals working tirelessly to ensure no one misses life-critical appointments due to transportation barriers.
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Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Speaker 1 (00:00):
Hello everyone and welcome back to the Journey Out
podcast.
I'm not gonna lie, I'm a littleexcited for today's episode.
I'm just like crazy, blown away, excited, and so we have some
amazing individuals here todayand I just cannot wait for them
to just impart all of theirwisdom on you guys.
So please like, share,subscribe, join the family.
(00:21):
We are seeing everybody who'ssubscribing to the channel and
we're like almost at a thousandsubscribers.
Speaker 3 (00:26):
So we are doing.
Speaker 1 (00:27):
Thank you absolutely amazing and we can't do it
without you guys.
So continue to share, like andsubscribe, leave us some
comments, just go all out.
We appreciate you guys.
So before we just have some fun, let's just get into it, right,
I know?
Speaker 4 (00:41):
some people probably had it hard, but I was blessed
they ain't never saw my mom anddad in stress.
They only shows.
They said I'm living comfy fromthe sweat off they bags and
that's why all I ever wanted wasto give it back.
I'm not ashamed because I wasraised right.
Nope.
I would only be ashamed if Ididn't help you fight through
the pain, help you drain out thegames that your mind plays.
(01:32):
No matter what, I'm neverletting my shine fade away Outro
Music, all right.
Speaker 1 (01:37):
So we have three gentlemen sitting right next to
us.
We have Mr Cliff, we have MrSean, we have Mr Alonzo.
Speaker 5 (01:51):
First and foremost, please go in depth, tell us.
We have mr cliff, we have mrShawn, we have mr Alonzo.
First and foremost, please goin there, tell us who you are,
what you do.
Well, thank you for having us.
My name is cliff Montemayor,ceo, co-founder of riding safe
non-emergency transportation.
So we cover 24 countiesthroughout North and Central
Texas.
We do interstate, out of state,basically wherever people need
to go.
Speaker 1 (02:08):
Awesome, all right.
Who do we have here next?
Speaker 3 (02:11):
My name is Sean Shannon and I am a co-owner of
Shannon Non-Emergency Transport.
We basically serve Tarrant andJohnson County.
Here in the Fort Worth area wehave 12 vans.
My wife and my youngest sonwork with us and, yeah, we love
the work Awesome.
Speaker 1 (02:27):
And not last finale, but go ahead, I'm.
Speaker 6 (02:30):
Alonzo Burton and I run Comfort Care Transportation
non-emergency transportationbased in Kansas City, Missouri,
in the metro area.
It's about four or fivecounties that we serve and it's
been in this business for abouttwo years and a month and
looking to open up an officehere in the North Dallas area.
Speaker 1 (02:55):
Awesome, awesome, awesome.
Okay, so one thing you all havein common is non-emerging
transportation.
All right, tell us a little bitabout that.
How did you get started?
What was your journey inopening up Bright and Safe?
Speaker 5 (03:08):
So my journey began as, by trade, I'm a paramedic
and firefighter, so I've workedthe box, I've owned and operated
EMS systems, startups, and so alot of that journey was taking
care of people.
So my last place where Istarted an EMS system is
Granbury, texas.
(03:29):
And so large retirementcommunity, you know, and when
those folks get sick, a lot oftimes they don't want to go to
the hospital because theythey're there.
They moved to Granbury toretire, their children are off,
they're there.
They moved to Granbury toretire, their children are off.
You know, their friends are oftheir age or older and they're
always have that fear thatthey're not going to return home
(03:50):
, they're going to be put in anursing home or something else
is going to happen.
So I had one, one couple thatmoved to Granbury to retire and
they were doing great Well, hebecame ill and she became his
caretaker.
So for a while we transportedhim.
He ended up passing away andthen she was living alone and
(04:13):
then she became sick one nightand she was really sick and so
she did not want to go to thehospital, wouldn't go.
And I told her look, you arereally sick and need to go.
And I was a paramedic insideI'm working on the ambulance and
I said, look, I'm going to haveto do some stuff and when you
get out of the hospital I willbring you back home.
(04:34):
So by that she allowed me totake care of her.
She ended up spending quite afew days in in ICU on a
ventilator, shipped to FortWorth for higher level of care
and then, once she got done, Idid what I said I was going to
do.
I brought her back home and shewas able to continue to age in
place.
And that's been the biggestpart of my journey out of coming
(04:58):
out of EMS and Fireside, goinginto the non-emergency side.
Speaker 2 (05:02):
And that's what got you started, and I know all of
y'all have similar stories.
Why don't you share yours withme?
Speaker 3 (05:10):
I had been in the freight business for 16 years
and Renee had always worked.
I understood logistics andtransportation and Renee had
always worked back and forthbetween child care and home
health, just depending on whereour boys were in their lives.
And we had just gotten to apoint in our lives where we were
crashing again financially,just to be real blunt, and I
(05:32):
just couldn't stand to take herthrough it again.
I have two friends that areparamedics, one in Bowie, one in
Greenville, and the same weekboth of them were saying you
should look into this business.
You know, I didn't.
We didn't have any money andwe'd been praying for probably a
year and not to say that we'renot great people of faith we
were scared out of our gourdsand one night I was asleep.
(05:53):
I always get the goosebumps ofthis, but I'm telling you, like
we're sitting here, I heardGod's voice.
It was a whisper and it saidI'm about to begin something new
.
And you know, just like theprophet, you know he said excuse
me, lord, what was that, youknow?
And he said again.
So we went from that just tolooking and researching and when
we discovered how many of theelderly were missing life,
(06:17):
critical appointments, becauseof no transportation or poor
transportation.
It really lit our fire, and sowe started trying to figure out
how to do this, and we boughtour first van in November of
2019.
Wow, and just went from there.
Speaker 6 (06:30):
Awesome, and you sir, similar to these gentlemen, and
you know, I had a tragic eventthat took place.
My mother was involved in ahead-on collision and that
person hit and ran and it wasright during COVID, and so she
(06:51):
had to spend three weeks in thehospital.
She broke her femur bone in herhand, busted her eardrums from
the airbags deploying whichsaved her life, had no idea that
this industry even existed, butbecause of COVID I wasn't able.
We weren't able to go see mymom for the first week.
She was in the hospital and meand my two sisters had to trade,
(07:13):
take turns.
You could go in one person canvisit a day and you had to stay
all day, or unless nobody couldgo back, visit a day and you had
to stay all day, or unlessnobody could go back.
So we would take turns, uh justvisiting my mom.
My mom worked really hard to uhget out of the hospital, uh, and
had a lot of fear in regards tocovet and uh, now the doctors
was going to place her in arehab facility, uh, once she was
(07:37):
ready to to leave the hospital.
Well, of course, of course, atthat point we were like we don't
want mom to go to a rehabfacility.
So we had to do someaugmentation of the home,
remodeling the home, make someramps, opening some doors for
the wheelchair and do thosethings, and so it's like, ok,
how she's going to get to rehab,and that was my.
(07:57):
That started the journey.
And first I had to find acompany that I didn't even know
what.
I didn't even know what tosearch on the internet, and so
it's wild that I'm in thispodcast right now, because I
know what it's like to not evenknow that this exists.
And so when I did do that, Iidentified four companies and
their websites.
I could tell that the websitesweren't even looked at by the
(08:20):
companies.
I called one, I actually calledthe cheapest and the closest
and, uh, sure enough, theypulled up and my mom refused to
go all right, all right.
Speaker 2 (08:29):
So so many people find their passion and what they
do for life through experienceright.
I have a twofold question thaty'all can just jump in and ask
whoever wants to.
How did your experience andyour passion shape you going
into the non-emergencytransportation business?
And also, how do you see yourgrowth?
Speaker 5 (08:54):
For me, the experience was on the medical
side, because we would alwaystake people to a higher level of
care and that was always takingthem from their home.
And it was like when, whenthose folks went to higher level
of care, how are they going toget back home?
Because those transportationcompanies that were in the city
never left the city limits.
(09:14):
And so that's how we generatedours is that we, we took care of
everybody on the outside.
Ours is that we took care ofeverybody on the outside, so we
did all the rural areas,everybody that was outside the
city that you know couldn't getback home, and so that's where
we came out of being able to dothat.
And you know, you get to travelwith these folks for 45 minutes
(09:38):
to an hour and a half andgetting to listen to their
stories.
I mean, these were folks whowere in Vietnam, you know,
survived the depression.
The stories they have areamazing.
Speaker 1 (09:52):
If we would just take a little bit of time to sit and
just listen, the value of theinformation they have is amazing
right, right, and I too, I wantto kind of break this down too,
because we don't have justthree different nemt companies
(10:13):
sitting on the stage.
There is a connection here, andso what I really want to break
down because we you talked aboutthe experience and it's pretty
much a shared experience.
Everybody either saw a gap,they were affected by it
personally, so it's a sharedexperience.
But also you, cliff, have someconnections to both of these
(10:33):
gentlemen that are sitting nextto you.
Kind of tell me a little bitabout how this relationship kind
of just formed, expanded andhow it impacts the work that
y'all do.
Speaker 5 (10:42):
Well, ryan Safe has been in existence for 18 years,
so we've been doing this alittle while.
So all there's lots of blood,sweat and tears that's come out
of this.
I've learned a lot, had a lotof failures, learned how to get
back up and make things better.
(11:02):
Yeah, sean, I actually met afew years ago and it was one of
those times that you know he's arival, he's a competitor.
You know not going to, you knownot going to share my
information and you know,because it took me so much to
learn you know, you know how todo this and do it right.
(11:22):
But I got to know Sean.
He actually reached out to meand you know they're a
faith-based company.
They do everything well, theydo the background checks.
And then I started deciding hey, why?
You know there is so muchbusiness out there, there are so
many people that needtransportation why couldn't we
(11:42):
do this together?
And so we created kind of whatwe call an NEMT care network, so
providers that we broughttogether that we make sure we
hold each other accountable,that we have the same insurance
levels.
We're doing the same training,customer service.
You know our call centers, fromdispatching to our mechanics
(12:04):
making sure our vehicles aresafe.
You know the tires areinspected, the vehicles are
inspected, our drivers cleantheir vehicles.
And so then I went into I hateto say coaching, but more
mentoring, like bringing peopleon.
(12:24):
People would tell me you havethis wealth of information,
would you share it?
And so I did with a lot ofpeople and nobody would ever
move on it.
And then I had somebody tell meif they don't have skin in the
game, they'll never move, right.
And they were like you need tocharge for your knowledge, right
(12:45):
?
And so I went that way and Iwas like, well, I don't want to
make money off of it, but I dowant to develop people and grow
people Right.
And that's where a lot of thiscame from.
And then I met Alonzo at an EMTconference.
He was like, you know, wouldyou mentor me?
And I was like, yeah, and I hadalready done a couple other
(13:08):
gentlemen and they've started,uh, nemt transportation
companies from the ground up andhave been successful at it.
And so I've just grown fromthere.
Just, I love teaching, I lovementoring, I love watching
people grow and have passion inthis industry.
Speaker 1 (13:26):
And I love what you said there in the beginning
Accountability, right.
That's what this is about.
And so when you're, when it'sjust us, right.
When we're going into asituation, and especially when
you have people who don't knowabout the industry at all, right
, and they're calling andlooking for answers people who
don't know about the industry atall, right, and they're calling
, they're looking for answersyou could go the cheapest and
the closest route.
(13:46):
And then the guy or woman showsup and you're like what is this
Right?
Like who is this person comingto pick up?
I don't know this person that'staking my mom to the rehab.
I don't know really anythingabout this company, I just know
that they were the closest andthey were the cheapest, but what
(14:07):
you're talking about isactually a framework for
integrity.
Absolutely, You're talking abouthey, we have to do.
We know that the audience thatwe're serving is vulnerable, so
let's make sure that we'reholding each other accountable
and let's bring up other peopleto have this just amazing
framework of of transportation,which is amazing.
Speaker 2 (14:21):
And one thing, another thing.
He said there's no competition.
Speaker 1 (14:24):
It's no competition, right, and you helping others,
right.
Speaker 2 (14:27):
And you have all this wealth of knowledge and you
said hey, let me share cause Iwas the same way.
Listen, I'm doing this.
I don't want to talk to nobody.
Speaker 3 (14:33):
Yeah Right, don't come over here.
Speaker 2 (14:34):
I'm going to keep it to myself, not us, serving the
greater good for the people thatneed it at all.
Speaker 1 (14:40):
Kudos up to you guys, yes, and so let's talk more
about just the value in theimportance of non-emergent
medical transportation.
So, first and foremost, theeasiest question why is nemt so
important?
Why is it needed?
Speaker 6 (14:56):
anyone can take that question well, I would say
simply, simply, there's a thereI forget the millions of dollars
that it costs for just inmissed appointments the overall
health of our passengers.
One of the things I always tellthe rehabs and that we have
(15:18):
contracts with is that they'reyour residents.
There are passengers, they're aresident of our vehicle and we
care about them just as much asyou do, and them being able to
be, have a comfort level, toknow that they're going to be,
uh, they're going to be treated,uh, you know, uh, comfortably,
they're going to handle withcare they're going to be, it's
(15:39):
going to be timely, we're goingto be communicated to well and
we're going to handle with care,it's going to be timely, we're
going to be communicated to welland we're going to try to build
relationships, and so it's justthe overall health of our aging
community, the overall healthof them.
One of the things I ask mydrivers is is it good enough for
your mother?
Speaker 1 (15:58):
Right?
Is it good enough for her?
The?
Speaker 6 (15:59):
service that you're providing.
Would you want that to be foryour mother?
Right, is it good enough forher?
The service that you'reproviding, would you want that
to be for your mother?
And so, and that, me and meknowing that, when my mom did
finally get that ride, yeah thatshe was going to be bought,
took there and safely and makeit to her appointment.
That was greatly needed.
That you know.
Other than that, I don't knowhow, how to get her there right,
you know.
So it's very important,especially to afford people with
(16:23):
loved ones.
Most of the people we serve aretheir, their kids or a family
are calling and a lot of timeswe are.
They family Right.
Speaker 1 (16:31):
They don't even have that.
Yeah, people.
Speaker 6 (16:34):
Um, I had a passenger when I was driving telling me
hey, I'm you're the only familyI got.
You're the person, you're theonly person that I talked to.
I enjoy these rides okay allright.
Speaker 2 (16:44):
So why choose non-emergency transport versus
the ambulance or ride and shareservice?
Speaker 1 (16:50):
yeah, what's the difference between those?
Speaker 3 (16:52):
I think you have continuity of.
You hear the term of continuitycare.
Yeah, uh, you get same thingwith us.
You the continuity.
We use the same drivers for thesame folks you know that are
going to the dialysisappointments or they have set
urology appointments, you knowsomething like that.
We try to use that same driverfor one for their comfort, you
know if they, if they see thatsame face, you know there's a
(17:13):
level of comfort there and, likeAlonzo said, you know that's
something that we preach to ourteam is, you know we're going to
treat these people the way thatwe would treat your grandmother
or treat because we advocatefor them, because you're going
to take them to a doctor'sappointment.
We're not going to just walk inand shove them off and walk out
.
We're going to make sure thatappointment is good, that we're
at the right place, becausesometimes we don't get good
information.
(17:42):
You know, rolling with whatalonzo said, you know you, you
learn so much about these people.
Yeah, you know.
You know what kind of musicthey like.
You know that.
You know everybody's gotpandora, you know.
So we can play pandora on theradio forum.
You know this.
It's just the kind of givesthem a little bit of freedom.
Speaker 2 (17:58):
So I want all three of y'all to ask this what sets
you guys apart from the industry?
What made y'all companies thenon-emergency transport to be
with to call?
Speaker 5 (18:15):
I think for us it's customer service.
I mean customer service in anyindustry today is almost just
not, it's non-existent.
You know, and we could easily,you know, farm out you know to a
foreign country and save moneyas a company.
(18:36):
But our folks, they lovecalling and hearing that voice,
you know, somebody that they canconnect to, that they can
understand.
And our team I would put themup to up against anybody else, I
mean just like these guys.
I mean they, they get to knowand love their passengers.
We get to know and love on themas well as our clients.
(18:57):
I mean we have large hospitals,corporations, rehabs and
families that trust us and youknow we show up with clean
vehicles.
Our vehicles are safe.
They're routinely inspected.
Our drivers are all welluniformed and have, you know, a
good hygiene and have IDs onthem.
You know they're not smoking inthe vehicles.
(19:20):
You know they're sharingwhatever radio stations that
they want to have on at the time, because there's sometimes a
lot of us are rural so we may bewith them for an hour and
getting to know them.
Our drivers just love on themand once we take them home, you
know they're taking them,putting them in their recliner,
making sure their phone's besidethem, they have a drink of
(19:42):
water, they have a sandwich.
My drivers will tell me thatall the time.
Speaker 3 (19:46):
You know that they've been there a little bit too
long because they made her asandwich or they made sure her
phone was right there beside herAbsolutely, and you know I say
nothing to them but kudos,because they enjoy doing that
and we've gained their trust andtheir respect right, I was
gonna say absolutely for us ascustomer service, and that's one
(20:07):
of the things is, I think that,and then being family owned and
family operated for us, thatgives us a little bit more of a
touch.
You know we're smaller, youknow, so it's easier to do.
Uh, you know, like I saidearlier, my wife's the sweetest
soul on the planet and my sonthat works with me.
I couldn't be more proud of him.
I mean just sharp.
And so when they call, they'regoing to get a Shannon on the
(20:28):
phone.
Or if they get Kim, the ladythat works with us, there's a
Shannon sitting right next toher.
You know they're not.
It's not just a cold phone callthat they're getting.
They're getting something.
Oh yeah, I missed a so-and-so.
We know her.
Are we going back to the sameplace we went to last time?
It's just a little bit.
And then, being faith-based ontop of that, when we get to do
the hospice work, that's a wholeother deal.
(20:49):
It's really cool.
You take a guy home for thelast time, you get to pray with
him right there at the end.
Speaker 1 (20:57):
Love that.
I love that.
Speaker 6 (20:59):
Yeah, that, yeah, I.
I would say uh, ditto to whatthey said with the customer
service, but for me, I'm gonnago back to my mother.
Uh, you know, on that ride sheturned away for four vehicles,
uh, and I did have to take hermyself.
And so at that point, when Ifinally decided, I always have
to remember why I started, andwhat I started was because I
didn't want to be like them andI consider a lot of this whole
(21:22):
industry needs to be lifted.
And I want to just give a shoutout to Cliff again just for
taking me on and mentoring me,because I think I have a true
desire to provide that customerservice, to be the
transportation of choice overany other transportation, and so
he provided me with the, withthe framework of how to even get
(21:45):
that done, because there is atemptation uh, not for me so
much, but there's a temptationwhen it comes to financially, of
not watching your vans, of notmaking your drivers where it is
Right.
It's like, cause everybody'slooking for a cheaper ride and
the cheaper thing and andcheaper thing, and a lot of
times the people who book youare not the passenger right and
(22:06):
they don't.
They don't even see your van,they don't even know what it is,
so it's not incentivized to dothat yeah and so what separates
uh comfort care, where we are,is that we are, we are trying to
be provide a quality service, atimely service.
You know we, we have standardsand we let people know those
standards, and so, and a lot oftimes when, even when it's
(22:27):
unappreciated, that's not what Igot to remember while I'm doing
that.
Speaker 1 (22:30):
And I think you guys hit on a lot of cool things
there, because most time againthey're not thinking about all
the backhand stuff that you guysare thinking about.
They're just thinking I have toget mine from point A to point
B.
She can't even sit up all theway on her own to go into to
ride in my car.
So they're not thinking about,well, is the car that she's
gonna get in clean, or is thedriver certified for memory care
(22:53):
?
Or just like just randomdifferent things that you guys
put into it that you don't thinkabout.
And I think that's just.
I think that, right, we'll talka little bit about kind of
mandates and things, but youdon't have to.
But those things do.
Kind of it enhances the ridefor the passenger and I love
(23:15):
that you guys say that.
But I also want to know idealsituation, right, because you
have somebody listening to thisepisode and they're like OK, I
do want to, mom does need a rideto go to rehab or wherever that
may be.
What is the ideal scenario?
Like, give me a scenario of hey, this is what I should call
right and save Shannon AMTComfort Care.
This is when you should callfor our services.
Speaker 5 (23:40):
So that's actually a great question because we
actually did this in the citythat we're based in with the
Cleburne fire department.
So they were getting a lot ofcalls for non-emergency
transportation.
So you're taking that ambulance, you know, a critical asset for
the city for emergencies, to gotake somebody to dialysis or to
(24:03):
the hospital for x-rays.
That is not urgent, you know,that can wait.
You wait, you know, two, three,four hours.
It's not something that has tobe done right away.
So we did set that criteria withthe fire department's help and
did the training.
And actually I just found out afew weeks ago when I talked to
the chief, that we took 400calls off of their manifest just
(24:28):
last year, of their manifestjust last year.
And so with the growth of theircity, the way that the city is
growing so rapidly, they addedon another 400 calls.
So just think if they hadn'thad taken, if we hadn't taken
that burden off of the 911system right, they wouldn't be
able to serve these other trueemergencies that are happening.
So the same thing with ourfolks.
(24:49):
You know we may, we may havefolks that with have fractured a
hip or broke a leg or somethingand just utilize this for six
to eight weeks to get to andfrom their doctor's appointments
, and then they don't use usagain.
So that's kind of what we.
We do is just serve those whocan't at the moment.
Speaker 1 (25:12):
Right, awesome, I love that, and so I know you
have spoken about rural areas,so let's talk a little bit about
why is it a little harder inrural areas and pretty much what
are your plans or projects thatyou have to currently improve
in EMT in those areas?
Speaker 5 (25:33):
Anyone can take that Okay.
Speaker 3 (25:35):
The big thing for that is just that they're
limited on the access to theoptions that's the big thing.
And they'll be charged like tocome from Fort Worth out to
Granbury or somewhere like that.
They'll charge them miles outthere, miles back to the doctor,
then miles back to their home,you know.
So they're getting hit quite abit.
That's something that we'rewe're real sensitive about.
(25:58):
You know what I mean.
You can't go upside down, butwe're going to give them.
We're going to give them a goodbreak.
You know, on that Cause we telleverybody my wife and I we're
country people, you know we are,and so we have a heart for that
.
We love the rural, you knowthing and they and they get to
stay at home, you know, as if weget to help them stay at home
that much longer than we'redoing what we need to do.
Speaker 6 (26:18):
Right, right, I'm actually located in the heart of
our city and so I'm in rightdead in the middle and so, uh,
but what I found was is that, um, there's a lot of demand for
that because, like you said,there's not a lot of people
providing that service for them,and so we do go out on the
outskirts of the city.
One of the things that we'redoing in order to serve them
(26:40):
better is set up littlesatellite offices.
I do, I got from Cliff and soto set up the satellite offices
where our drivers in uh, we'restationed.
Also, I have, uh with ourcontractor facilities.
I have, uh, I'll have theability to park at their, at
their locations, if my driverdoesn't live there, and so, uh.
And then I got a little uh, sowe have little small
(27:02):
refrigerators, maybe a couch,somewhere the driver can take a
break and he uses that place asa station, and then, uh, even in
that community now, people cancall us to to actually go out
that way, and then we can leavethe van out there.
So what I'm also looking to dois hire drivers from those areas
, and so, uh, and juststrategically placing them, and
(27:23):
what I found, as soon as they,all I got to do is let them know
that I'm there right and thenthey make that call yeah and so.
Speaker 1 (27:30):
I love that.
Speaker 2 (27:31):
So y'all talked about your drivers.
Okay, what type of traininggoes into preparing a
non-emergency transport?
Speaker 1 (27:38):
driver, Because if I'm there, this is not regulated
right.
Speaker 2 (27:43):
So specialists.
Speaker 1 (27:46):
Yeah.
Speaker 2 (27:47):
What training goes into preparing your specialists?
Speaker 5 (27:50):
well, we, we all pretty much have the same thing
and but our drivers, we're verypicky about um who we choose,
because this is a very specialpopulation that we do transport
on a regular basis.
So our background checks andagain mine coming from the, the
ems and firesireside it's prettystringent and we follow the
(28:13):
Medicare and Medicaid guidelines, even though we don't have to.
So they have to have a cleandriving record, they have to
have a clean background and wecan do the training.
So we actually do in-housetraining.
When we bring somebody in, weonboard them.
They have to have passed allthose things, they have to have
passed a drug test and then theygo through two weeks of
(28:37):
in-person training.
So they're actually withanother driver, one of our
trainers.
So we have three trainersin-house and so they ride along
with them for two weeks and theymust complete 25 trips in that
two-week period.
But we also have our ownsimulator, so when they're
in-house our lead trainer isactually teaching them how to
(28:59):
load and unload, how to properlysecure, going through different
scenarios that they mightencounter.
Some people don't think thatparking on an incline is going
to be a problem, so certain waysthat you park, we try not to
ever put our vehicles to wherewe have to back up.
Always leave them to whereyou're headed out All kinds of
(29:22):
things.
We have people on dialysis.
When we pick them up, take themback.
They're pretty tired, they'repretty exhausted, and so they
become leaners.
They fall asleep and they lean.
So our chairs are equipped withshoulder harnesses and body
cross belts that won't if theydo fall asleep.
They're not going to lean, andI think our three we're the only
(29:47):
ones in the industry that I'veseen so far.
We buy more expensive chairs.
Ours will actually recline sowe can actually lay them back
just a little bit.
We can put their feet up, putthem in a position of comfort
and just let them sleep on theway home if they want to right.
Speaker 2 (30:01):
So so you told me what you do to train your
specialists, your drivers.
Okay, what do you guys look forin a person that's going to be
the driver after the training?
Before you do the training,what are you looking?
Speaker 6 (30:14):
for, yeah, the main thing is a passion to help
people, a love for people andcare for people.
Um, my drivers, uh, I've beenblessed, because a lot of times
I, when I first got started, youknow I was watching before I
got with cliff, I was watchingyoutube videos and trying to,
(30:35):
and I was trying to put peoplein seats and but, uh, I've been
blessed.
Uh, god looked out for mebecause I it's just my name, I
think it's the name thatattracted the right drivers
comfort, care and because thedrivers was a common thing I
kept hearing from even all ourcustomers, all our passengers,
was that we provided the best,we had the kindest and the
(30:56):
cleanest and the most courteousdrivers, and it's like they do.
I might always say that's whatI look for, though, when I'm
talking to, I'm interviewing, uh, or when anybody my staff is
interviewing, they want to, theywant to get a driver that
really cares about it.
Speaker 3 (31:12):
We're looking for compassion, you know.
So that's one of the things weget them talking about their
family.
Yeah, tell me about yourgrandmother.
What are some of your fondestmemories?
You know, if a guy can sitthere and tell you about his
grandmother's peanut buttercookies or her fried like, for
me her fried chicken.
And my mamaw used to make.
She called it soul food.
Speaker 5 (31:30):
Fried potatoes and red beans.
You know just like that wassoul food.
Speaker 3 (31:32):
So you get a guy if he's got good memories and talk
like that, that's somebody thatI want to move forward with.
You know they say, oh yeah, Ididn't know him very much.
We kind of move on, you know.
I just I want to hear the warmfuzzies because you're going to
come across people when you'retaking them.
There was a lady that was soprecious to every one of our
guys and the first time I pickedher up I'm like I've got my
(31:58):
mamaw.
I mean her mannerisms were thesame.
I mean she would say the samething and she'd always say how
you doing baby?
And I said, oh, we're busy,tell God, thank you.
Speaker 2 (32:09):
So you're looking for compassion.
You're looking for family, soyou're looking for compassion.
Speaker 3 (32:12):
Yeah.
Speaker 2 (32:12):
You're looking for family and you're looking for
their heart.
Yeah, right, so great.
Speaker 1 (32:17):
And one thing that I did hear you guys say you guys
talked about, like, the safetyaspects of like how you have the
crossbody harnesses and allthese different things.
So it's a twofold questionquestion why should safety be
the core value for upcoming NEMTcompanies?
But also again, I just want toharp on this because there is no
(32:45):
regulations for it.
So why do you all care to?
Speaker 2 (32:47):
even go the extra mile if you don't have to go to
action, especially concerningsafety and we see it all the
time, I mean day in, day out.
Speaker 5 (32:54):
But again, my side of it, it's always in my career
path.
It's always been about safety.
Whether you're on the EMS sideand you're on a rec scene, it's
about is the scene safe?
How do you go about keepingyourself safe first and then
keeping the people that you'recaring for Also on the fire side
?
I mean you know when you goabout keeping yourself safe
first and then keeping thepeople that you're caring for
Also on the fire side.
I mean you know when you gointo a burning building, it's
(33:14):
all about safety and reading thescene and knowing how it's
going to react and how you'regoing to react.
So, safety with our passengersI mean we see it all the time.
Like people they I mean I'veseen ratchet straps to secure
patients.
I've seen where they're noteven using seatbelts.
(33:34):
We've seen, you know, vans onthe side of the road with a
passenger in the chair in thefloor.
Speaker 3 (33:41):
In the floor with their wheelchair out there
waiting for the EMS to get thereto get them out of their floor.
Whoa.
Speaker 5 (33:47):
And so you know and it's there again where these
people are our family, you know,and their families or
themselves are entrusting us totake care of them.
And so, if, if that's how I'mgoing to take care of my mother,
my grandmother, that's how it'sgoing to be done.
And you know, we all spend alot of money in safety equipment
(34:07):
, in our chairs and in trainingtires.
Speaker 6 (34:11):
Yeah, lord, we spend a lot of money on tires and, uh,
an incentive is, man, what Ididn't know when I started is
the insurance cost, and thiswhole industry needs to be
lifted when it comes to safety,because, uh, when those things
happen there, man, there's thisthat drives up that price, and
and then also it gives you lessability to serve people just
(34:33):
because they can't pay that cost.
And so we can keep our costsdown and provide that safety I
mean, more importantly, thesafety of those individuals and
we really care.
Speaker 3 (34:43):
And at the end of the day y'all we're sowing seeds,
and if I'm mean to an elderlyperson, it's going to happen to
us somewhere down the line.
I'm not going to treat my wifeproperly or my grandbabies
properly, I just we're sown aseed with every breath we take.
Speaker 1 (34:57):
I love that.
We have to.
I love that, I love that, andso we're going to wrap up here,
and so final, final questionthat I want to have at you guys.
I've asked you guys, whatshould families who are looking
to order get a ride set up fortheir loved ones go rehab,
dialysis, whatever that lookslike One?
What should they expect in theride?
(35:18):
But what are some questionsthey should be asking these
non-emergency medicaltransportation companies?
Speaker 5 (35:24):
Well, we all get it a lot, and so the one thing
reason I love that you're doingthis is because a lot of people
don't even know that we existuntil it's too late.
And then they're.
They're doing an internetsearch and we don't know what
they're going to get.
So, you know, the big thing forus is being properly insured.
You know, how are our driverstrained?
(35:47):
Um, when, when they call in,they're going to get a series of
questions to make sure that weare the right fit for him,
because if we're not the rightfit, we're not going to do the
transportation.
You know, sean may do thingsdifferent and he does have
things different.
He's got a different weightlimit.
We'll refer to them, you know,to do the transport and I know
(36:08):
he does the same thing back forus.
But again, it's all going backto that safety.
You know, when they call,they're going to get an actual
person.
You know they're not going toget a recording and they're free
to ask all kinds of questionsand our ladies in the call
center will answer all thosequestions for them and if they
can't, they'll reach out to meand then I'll take the phone
(36:28):
call.
Speaker 3 (36:28):
Awesome.
We tell them also to getreferrals.
You know I'm happy to say I'llgive you a couple of our
customers you call them.
See how we're doing over there.
You know that's so importantand the hard thing is the
reality of it is it's expensive.
And if the money, if they'resaying well, the cost is the
first and foremost, there'speople out there cheaper than us
(36:50):
.
Speaker 1 (36:51):
Right, and so it is private.
Private pay at this time.
Okay, private pay at this time.
Speaker 6 (36:56):
One of the things that I'm teaching my call takers
and dispatchers to do is managethe expectations, like, because
people don't know the questionsto ask, so we actually tell
them things to look for whenthey, because they usually call
and ask for the price and youknow that I'll call you back.
Well, I'm gonna tell you.
Well, not to you speak down onany other company or anything,
(37:19):
but I'm gonna tell you, justlike you asked, what separates
us and the reason why we mightnot be the cheapest.
I'm like we don't cost the mostand we're not the cheapest, but
we are theest, we are the mostcourteous and we take the
measures to provide a safe rideand make your loved one
comfortable, and so we let themknow that.
And so, even when it comes toour communication, how we
(37:42):
communicate, make sure whatwe're going to do.
We're walking them in andchecking them in and we're not
going to leave them in someplace where you're not ready, or
we make sure that we're goingto communicate.
We'll even communicate to youthat we actually dropped them
off safely, right, you know?
and so a lot of that is isletting them know that, because
a lot of times they're like,well, I didn't know, yeah, I was
(38:03):
like well, is this a will call,a will call, okay, well, from
the time you call us, we'reprobably 20 minutes away, and
that's what we, that's what we,that's our aim, and so.
But what we will do iscommunicate with you in eta,
right and so, uh and so.
But if you want to, if you,then we offer them the option.
So if uh us staying with them,uh, we offer them the option of
(38:26):
not making it a will call andsaying, okay, you're gonna know
when you're gonna be ready, andif you make that, then then
we'll treat that as anappointment.
Right and so now they startworking with their, they start
asking questions of their howlong is this appointment going
to take and what door are wegoing to pick up?
What suite are we?
Going to yeah and so a lot ofthings.
We don't have that informationif we just take the order and
(38:48):
then we just show up at abuilding like this and be like
where are we taking this moneyRight?
Speaker 3 (38:53):
You know another thing.
They really need to be therefor the first one or two or
three times.
You know when your familymember is going to ride,
especially if it's coming fromyour home.
Walk out there and look at thatvehicle, see what the tires
look like.
Do all four tires match?
Are they just something thatthey got from a?
Speaker 5 (39:10):
man, I'm serious man.
Speaker 3 (39:15):
I mean the little things matter.
When we first started talking Imean when we started we knew
just this much and I would seeone of his vans.
They'd go into the hospital.
They'd leave the doors open andthe hatch up.
I know they saw me on the dashcam.
What's he using to clean with?
Because COVID had exploded.
You know I was going to seewhat's he cleaning with, what
kind of wheelchairs he using.
(39:35):
Is it like mine?
And I looked at all his tires.
You know I'd walk around andlook at his tires on his vans.
You know I'm like this guy's init, right, we man.
You see where one the outsideedge is just smooth.
Speaker 6 (39:48):
I'm like that's a junker my very first trip.
I was my only driver.
My very first trip, firstfacility I rode up to.
There was a van, like he saidit's open.
They got all the doors open, Ipromise you.
I saw a blood stain on thecarpet and it was old and I
looked in there.
Speaker 1 (40:18):
I was like people getting in that and I was like,
oh man, it matters.
It matters.
Everything you guys have talkedabout today matters, and I am
just so honored to have had you,gentlemen, on the podcast today
, because you're transporting,but it's also about bringing up
the next people who are going tostart any of these companies
and how to do it right and howto do it with efficiency but
also integrity, and so Iappreciate you guys.
Speaker 2 (40:43):
I thank you guys for coming on and just giving us all
this knowledge.
I think you're passionate.
Yes, right, and taking thoselittle details and making it
worth that patience.
Right, yes, right.
And taking those little detailsand making it worth that, uh,
patient's ride, yeah, yeah.
Speaker 1 (40:55):
So listen, god bless you guys.
Thank y'all, and I hope thiswas just as informative and just
like awesome as it was for me,like I just love sitting here
being able to answer and ask allthese amazing questions that
they had.
So, you guys, if you don't knowabout riding safe, shannon EMT
and comfort care, please, please, please, just click the links
(41:17):
in the bio.
We're going to have everythingset out for them.
Please just go ahead and askthose questions, get the next
appointment set up, becauseyou're going to be in really
great hands.
And if you have any morequestions for them, that's when
you want to reach out to thesegentlemen and just ask all the
questions that you can.
And if you are a guy or ladywho wants to open up their own
company, hey, you got thementors right here, so please
(41:40):
feel free to reach out to them.
I hope you guys had a blasttoday.
This was an awesome episode andwe will catch you on the next
one.
Peace out, peace.
Thank you.
Hello everyone and welcome back to the Journey Out
podcast.
I'm not gonna lie, I'm a littleexcited for today's episode.
I'm just like crazy, blown away, excited, and so we have some
amazing individuals here todayand I just cannot wait for them
to just impart all of theirwisdom on you guys.
So please like, share,subscribe, join the family.
(00:21):
We are seeing everybody who'ssubscribing to the channel and
we're like almost at a thousandsubscribers.
Speaker 3 (00:26):
So we are doing.
Speaker 1 (00:27):
Thank you absolutely amazing and we can't do it
without you guys.
So continue to share, like andsubscribe, leave us some
comments, just go all out.
We appreciate you guys.
So before we just have some fun, let's just get into it, right,
I know?
Speaker 4 (00:41):
some people probably had it hard, but I was blessed
they ain't never saw my mom anddad in stress.
They only shows.
They said I'm living comfy fromthe sweat off they bags and
that's why all I ever wanted wasto give it back.
I'm not ashamed because I wasraised right.
Nope.
I would only be ashamed if Ididn't help you fight through
the pain, help you drain out thegames that your mind plays.
(01:32):
No matter what, I'm neverletting my shine fade away Outro
Music, all right.
Speaker 1 (01:37):
So we have three gentlemen sitting right next to
us.
We have Mr Cliff, we have MrSean, we have Mr Alonzo.
Speaker 5 (01:51):
First and foremost, please go in depth, tell us.
We have mr cliff, we have mrShawn, we have mr Alonzo.
First and foremost, please goin there, tell us who you are,
what you do.
Well, thank you for having us.
My name is cliff Montemayor,ceo, co-founder of riding safe
non-emergency transportation.
So we cover 24 countiesthroughout North and Central
Texas.
We do interstate, out of state,basically wherever people need
to go.
Speaker 1 (02:08):
Awesome, all right.
Who do we have here next?
Speaker 3 (02:11):
My name is Sean Shannon and I am a co-owner of
Shannon Non-Emergency Transport.
We basically serve Tarrant andJohnson County.
Here in the Fort Worth area wehave 12 vans.
My wife and my youngest sonwork with us and, yeah, we love
the work Awesome.
Speaker 1 (02:27):
And not last finale, but go ahead, I'm.
Speaker 6 (02:30):
Alonzo Burton and I run Comfort Care Transportation
non-emergency transportationbased in Kansas City, Missouri,
in the metro area.
It's about four or fivecounties that we serve and it's
been in this business for abouttwo years and a month and
looking to open up an officehere in the North Dallas area.
Speaker 1 (02:55):
Awesome, awesome, awesome.
Okay, so one thing you all havein common is non-emerging
transportation.
All right, tell us a little bitabout that.
How did you get started?
What was your journey inopening up Bright and Safe?
Speaker 5 (03:08):
So my journey began as, by trade, I'm a paramedic
and firefighter, so I've workedthe box, I've owned and operated
EMS systems, startups, and so alot of that journey was taking
care of people.
So my last place where Istarted an EMS system is
Granbury, texas.
(03:29):
And so large retirementcommunity, you know, and when
those folks get sick, a lot oftimes they don't want to go to
the hospital because theythey're there.
They moved to Granbury toretire, their children are off,
they're there.
They moved to Granbury toretire, their children are off.
You know, their friends are oftheir age or older and they're
always have that fear thatthey're not going to return home
(03:50):
, they're going to be put in anursing home or something else
is going to happen.
So I had one, one couple thatmoved to Granbury to retire and
they were doing great Well, hebecame ill and she became his
caretaker.
So for a while we transportedhim.
He ended up passing away andthen she was living alone and
(04:13):
then she became sick one nightand she was really sick and so
she did not want to go to thehospital, wouldn't go.
And I told her look, you arereally sick and need to go.
And I was a paramedic insideI'm working on the ambulance and
I said, look, I'm going to haveto do some stuff and when you
get out of the hospital I willbring you back home.
(04:34):
So by that she allowed me totake care of her.
She ended up spending quite afew days in in ICU on a
ventilator, shipped to FortWorth for higher level of care
and then, once she got done, Idid what I said I was going to
do.
I brought her back home and shewas able to continue to age in
place.
And that's been the biggestpart of my journey out of coming
(04:58):
out of EMS and Fireside, goinginto the non-emergency side.
Speaker 2 (05:02):
And that's what got you started, and I know all of
y'all have similar stories.
Why don't you share yours withme?
Speaker 3 (05:10):
I had been in the freight business for 16 years
and Renee had always worked.
I understood logistics andtransportation and Renee had
always worked back and forthbetween child care and home
health, just depending on whereour boys were in their lives.
And we had just gotten to apoint in our lives where we were
crashing again financially,just to be real blunt, and I
(05:32):
just couldn't stand to take herthrough it again.
I have two friends that areparamedics, one in Bowie, one in
Greenville, and the same weekboth of them were saying you
should look into this business.
You know, I didn't.
We didn't have any money andwe'd been praying for probably a
year and not to say that we'renot great people of faith we
were scared out of our gourdsand one night I was asleep.
(05:53):
I always get the goosebumps ofthis, but I'm telling you, like
we're sitting here, I heardGod's voice.
It was a whisper and it saidI'm about to begin something new
.
And you know, just like theprophet, you know he said excuse
me, lord, what was that, youknow?
And he said again.
So we went from that just tolooking and researching and when
we discovered how many of theelderly were missing life,
(06:17):
critical appointments, becauseof no transportation or poor
transportation.
It really lit our fire, and sowe started trying to figure out
how to do this, and we boughtour first van in November of
2019.
Wow, and just went from there.
Speaker 6 (06:30):
Awesome, and you sir, similar to these gentlemen, and
you know, I had a tragic eventthat took place.
My mother was involved in ahead-on collision and that
person hit and ran and it wasright during COVID, and so she
(06:51):
had to spend three weeks in thehospital.
She broke her femur bone in herhand, busted her eardrums from
the airbags deploying whichsaved her life, had no idea that
this industry even existed, butbecause of COVID I wasn't able.
We weren't able to go see mymom for the first week.
She was in the hospital and meand my two sisters had to trade,
(07:13):
take turns.
You could go in one person canvisit a day and you had to stay
all day, or unless nobody couldgo back, visit a day and you had
to stay all day, or unlessnobody could go back.
So we would take turns, uh justvisiting my mom.
My mom worked really hard to uhget out of the hospital, uh, and
had a lot of fear in regards tocovet and uh, now the doctors
was going to place her in arehab facility, uh, once she was
(07:37):
ready to to leave the hospital.
Well, of course, of course, atthat point we were like we don't
want mom to go to a rehabfacility.
So we had to do someaugmentation of the home,
remodeling the home, make someramps, opening some doors for
the wheelchair and do thosethings, and so it's like, ok,
how she's going to get to rehab,and that was my.
(07:57):
That started the journey.
And first I had to find acompany that I didn't even know
what.
I didn't even know what tosearch on the internet, and so
it's wild that I'm in thispodcast right now, because I
know what it's like to not evenknow that this exists.
And so when I did do that, Iidentified four companies and
their websites.
I could tell that the websitesweren't even looked at by the
(08:20):
companies.
I called one, I actually calledthe cheapest and the closest
and, uh, sure enough, theypulled up and my mom refused to
go all right, all right.
Speaker 2 (08:29):
So so many people find their passion and what they
do for life through experienceright.
I have a twofold question thaty'all can just jump in and ask
whoever wants to.
How did your experience andyour passion shape you going
into the non-emergencytransportation business?
And also, how do you see yourgrowth?
Speaker 5 (08:54):
For me, the experience was on the medical
side, because we would alwaystake people to a higher level of
care and that was always takingthem from their home.
And it was like when, whenthose folks went to higher level
of care, how are they going toget back home?
Because those transportationcompanies that were in the city
never left the city limits.
(09:14):
And so that's how we generatedours is that we, we took care of
everybody on the outside.
Ours is that we took care ofeverybody on the outside, so we
did all the rural areas,everybody that was outside the
city that you know couldn't getback home, and so that's where
we came out of being able to dothat.
And you know, you get to travelwith these folks for 45 minutes
(09:38):
to an hour and a half andgetting to listen to their
stories.
I mean, these were folks whowere in Vietnam, you know,
survived the depression.
The stories they have areamazing.
Speaker 1 (09:52):
If we would just take a little bit of time to sit and
just listen, the value of theinformation they have is amazing
right, right, and I too, I wantto kind of break this down too,
because we don't have justthree different nemt companies
(10:13):
sitting on the stage.
There is a connection here, andso what I really want to break
down because we you talked aboutthe experience and it's pretty
much a shared experience.
Everybody either saw a gap,they were affected by it
personally, so it's a sharedexperience.
But also you, cliff, have someconnections to both of these
(10:33):
gentlemen that are sitting nextto you.
Kind of tell me a little bitabout how this relationship kind
of just formed, expanded andhow it impacts the work that
y'all do.
Speaker 5 (10:42):
Well, ryan Safe has been in existence for 18 years,
so we've been doing this alittle while.
So all there's lots of blood,sweat and tears that's come out
of this.
I've learned a lot, had a lotof failures, learned how to get
back up and make things better.
(11:02):
Yeah, sean, I actually met afew years ago and it was one of
those times that you know he's arival, he's a competitor.
You know not going to, you knownot going to share my
information and you know,because it took me so much to
learn you know, you know how todo this and do it right.
(11:22):
But I got to know Sean.
He actually reached out to meand you know they're a
faith-based company.
They do everything well, theydo the background checks.
And then I started deciding hey, why?
You know there is so muchbusiness out there, there are so
many people that needtransportation why couldn't we
(11:42):
do this together?
And so we created kind of whatwe call an NEMT care network, so
providers that we broughttogether that we make sure we
hold each other accountable,that we have the same insurance
levels.
We're doing the same training,customer service.
You know our call centers, fromdispatching to our mechanics
(12:04):
making sure our vehicles aresafe.
You know the tires areinspected, the vehicles are
inspected, our drivers cleantheir vehicles.
And so then I went into I hateto say coaching, but more
mentoring, like bringing peopleon.
(12:24):
People would tell me you havethis wealth of information,
would you share it?
And so I did with a lot ofpeople and nobody would ever
move on it.
And then I had somebody tell meif they don't have skin in the
game, they'll never move, right.
And they were like you need tocharge for your knowledge, right
(12:45):
?
And so I went that way and Iwas like, well, I don't want to
make money off of it, but I dowant to develop people and grow
people Right.
And that's where a lot of thiscame from.
And then I met Alonzo at an EMTconference.
He was like, you know, wouldyou mentor me?
And I was like, yeah, and I hadalready done a couple other
(13:08):
gentlemen and they've started,uh, nemt transportation
companies from the ground up andhave been successful at it.
And so I've just grown fromthere.
Just, I love teaching, I lovementoring, I love watching
people grow and have passion inthis industry.
Speaker 1 (13:26):
And I love what you said there in the beginning
Accountability, right.
That's what this is about.
And so when you're, when it'sjust us, right.
When we're going into asituation, and especially when
you have people who don't knowabout the industry at all, right
, and they're calling andlooking for answers people who
don't know about the industry atall, right, and they're calling
, they're looking for answersyou could go the cheapest and
the closest route.
(13:46):
And then the guy or woman showsup and you're like what is this
Right?
Like who is this person comingto pick up?
I don't know this person that'staking my mom to the rehab.
I don't know really anythingabout this company, I just know
that they were the closest andthey were the cheapest, but what
(14:07):
you're talking about isactually a framework for
integrity.
Absolutely, You're talking abouthey, we have to do.
We know that the audience thatwe're serving is vulnerable, so
let's make sure that we'reholding each other accountable
and let's bring up other peopleto have this just amazing
framework of of transportation,which is amazing.
Speaker 2 (14:21):
And one thing, another thing.
He said there's no competition.
Speaker 1 (14:24):
It's no competition, right, and you helping others,
right.
Speaker 2 (14:27):
And you have all this wealth of knowledge and you
said hey, let me share cause Iwas the same way.
Listen, I'm doing this.
I don't want to talk to nobody.
Speaker 3 (14:33):
Yeah Right, don't come over here.
Speaker 2 (14:34):
I'm going to keep it to myself, not us, serving the
greater good for the people thatneed it at all.
Speaker 1 (14:40):
Kudos up to you guys, yes, and so let's talk more
about just the value in theimportance of non-emergent
medical transportation.
So, first and foremost, theeasiest question why is nemt so
important?
Why is it needed?
Speaker 6 (14:56):
anyone can take that question well, I would say
simply, simply, there's a thereI forget the millions of dollars
that it costs for just inmissed appointments the overall
health of our passengers.
One of the things I always tellthe rehabs and that we have
(15:18):
contracts with is that they'reyour residents.
There are passengers, they're aresident of our vehicle and we
care about them just as much asyou do, and them being able to
be, have a comfort level, toknow that they're going to be,
uh, they're going to be treated,uh, you know, uh, comfortably,
they're going to handle withcare they're going to be, it's
(15:39):
going to be timely, we're goingto be communicated to well and
we're going to handle with care,it's going to be timely, we're
going to be communicated to welland we're going to try to build
relationships, and so it's justthe overall health of our aging
community, the overall healthof them.
One of the things I ask mydrivers is is it good enough for
your mother?
Speaker 1 (15:58):
Right?
Is it good enough for her?
The?
Speaker 6 (15:59):
service that you're providing.
Would you want that to be foryour mother?
Right, is it good enough forher?
The service that you'reproviding, would you want that
to be for your mother?
And so, and that, me and meknowing that, when my mom did
finally get that ride, yeah thatshe was going to be bought,
took there and safely and makeit to her appointment.
That was greatly needed.
That you know.
Other than that, I don't knowhow, how to get her there right,
you know.
So it's very important,especially to afford people with
(16:23):
loved ones.
Most of the people we serve aretheir, their kids or a family
are calling and a lot of timeswe are.
They family Right.
Speaker 1 (16:31):
They don't even have that.
Yeah, people.
Speaker 6 (16:34):
Um, I had a passenger when I was driving telling me
hey, I'm you're the only familyI got.
You're the person, you're theonly person that I talked to.
I enjoy these rides okay allright.
Speaker 2 (16:44):
So why choose non-emergency transport versus
the ambulance or ride and shareservice?
Speaker 1 (16:50):
yeah, what's the difference between those?
Speaker 3 (16:52):
I think you have continuity of.
You hear the term of continuitycare.
Yeah, uh, you get same thingwith us.
You the continuity.
We use the same drivers for thesame folks you know that are
going to the dialysisappointments or they have set
urology appointments, you knowsomething like that.
We try to use that same driverfor one for their comfort, you
know if they, if they see thatsame face, you know there's a
(17:13):
level of comfort there and, likeAlonzo said, you know that's
something that we preach to ourteam is, you know we're going to
treat these people the way thatwe would treat your grandmother
or treat because we advocatefor them, because you're going
to take them to a doctor'sappointment.
We're not going to just walk inand shove them off and walk out
.
We're going to make sure thatappointment is good, that we're
at the right place, becausesometimes we don't get good
information.
(17:42):
You know, rolling with whatalonzo said, you know you, you
learn so much about these people.
Yeah, you know.
You know what kind of musicthey like.
You know that.
You know everybody's gotpandora, you know.
So we can play pandora on theradio forum.
You know this.
It's just the kind of givesthem a little bit of freedom.
Speaker 2 (17:58):
So I want all three of y'all to ask this what sets
you guys apart from the industry?
What made y'all companies thenon-emergency transport to be
with to call?
Speaker 5 (18:15):
I think for us it's customer service.
I mean customer service in anyindustry today is almost just
not, it's non-existent.
You know, and we could easily,you know, farm out you know to a
foreign country and save moneyas a company.
(18:36):
But our folks, they lovecalling and hearing that voice,
you know, somebody that they canconnect to, that they can
understand.
And our team I would put themup to up against anybody else, I
mean just like these guys.
I mean they, they get to knowand love their passengers.
We get to know and love on themas well as our clients.
(18:57):
I mean we have large hospitals,corporations, rehabs and
families that trust us and youknow we show up with clean
vehicles.
Our vehicles are safe.
They're routinely inspected.
Our drivers are all welluniformed and have, you know, a
good hygiene and have IDs onthem.
You know they're not smoking inthe vehicles.
(19:20):
You know they're sharingwhatever radio stations that
they want to have on at the time, because there's sometimes a
lot of us are rural so we may bewith them for an hour and
getting to know them.
Our drivers just love on themand once we take them home, you
know they're taking them,putting them in their recliner,
making sure their phone's besidethem, they have a drink of
(19:42):
water, they have a sandwich.
My drivers will tell me thatall the time.
Speaker 3 (19:46):
You know that they've been there a little bit too
long because they made her asandwich or they made sure her
phone was right there beside herAbsolutely, and you know I say
nothing to them but kudos,because they enjoy doing that
and we've gained their trust andtheir respect right, I was
gonna say absolutely for us ascustomer service, and that's one
(20:07):
of the things is, I think that,and then being family owned and
family operated for us, thatgives us a little bit more of a
touch.
You know we're smaller, youknow, so it's easier to do.
Uh, you know, like I saidearlier, my wife's the sweetest
soul on the planet and my sonthat works with me.
I couldn't be more proud of him.
I mean just sharp.
And so when they call, they'regoing to get a Shannon on the
(20:28):
phone.
Or if they get Kim, the ladythat works with us, there's a
Shannon sitting right next toher.
You know they're not.
It's not just a cold phone callthat they're getting.
They're getting something.
Oh yeah, I missed a so-and-so.
We know her.
Are we going back to the sameplace we went to last time?
It's just a little bit.
And then, being faith-based ontop of that, when we get to do
the hospice work, that's a wholeother deal.
(20:49):
It's really cool.
You take a guy home for thelast time, you get to pray with
him right there at the end.
Speaker 1 (20:57):
Love that.
I love that.
Speaker 6 (20:59):
Yeah, that, yeah, I.
I would say uh, ditto to whatthey said with the customer
service, but for me, I'm gonnago back to my mother.
Uh, you know, on that ride sheturned away for four vehicles,
uh, and I did have to take hermyself.
And so at that point, when Ifinally decided, I always have
to remember why I started, andwhat I started was because I
didn't want to be like them andI consider a lot of this whole
(21:22):
industry needs to be lifted.
And I want to just give a shoutout to Cliff again just for
taking me on and mentoring me,because I think I have a true
desire to provide that customerservice, to be the
transportation of choice overany other transportation, and so
he provided me with the, withthe framework of how to even get
(21:45):
that done, because there is atemptation uh, not for me so
much, but there's a temptationwhen it comes to financially, of
not watching your vans, of notmaking your drivers where it is
Right.
It's like, cause everybody'slooking for a cheaper ride and
the cheaper thing and andcheaper thing, and a lot of
times the people who book youare not the passenger right and
(22:06):
they don't.
They don't even see your van,they don't even know what it is,
so it's not incentivized to dothat yeah and so what separates
uh comfort care, where we are,is that we are, we are trying to
be provide a quality service, atimely service.
You know we, we have standardsand we let people know those
standards, and so, and a lot oftimes when, even when it's
(22:27):
unappreciated, that's not what Igot to remember while I'm doing
that.
Speaker 1 (22:30):
And I think you guys hit on a lot of cool things
there, because most time againthey're not thinking about all
the backhand stuff that you guysare thinking about.
They're just thinking I have toget mine from point A to point
B.
She can't even sit up all theway on her own to go into to
ride in my car.
So they're not thinking about,well, is the car that she's
gonna get in clean, or is thedriver certified for memory care
(22:53):
?
Or just like just randomdifferent things that you guys
put into it that you don't thinkabout.
And I think that's just.
I think that, right, we'll talka little bit about kind of
mandates and things, but youdon't have to.
But those things do.
Kind of it enhances the ridefor the passenger and I love
(23:15):
that you guys say that.
But I also want to know idealsituation, right, because you
have somebody listening to thisepisode and they're like OK, I
do want to, mom does need a rideto go to rehab or wherever that
may be.
What is the ideal scenario?
Like, give me a scenario of hey, this is what I should call
right and save Shannon AMTComfort Care.
This is when you should callfor our services.
Speaker 5 (23:40):
So that's actually a great question because we
actually did this in the citythat we're based in with the
Cleburne fire department.
So they were getting a lot ofcalls for non-emergency
transportation.
So you're taking that ambulance, you know, a critical asset for
the city for emergencies, to gotake somebody to dialysis or to
(24:03):
the hospital for x-rays.
That is not urgent, you know,that can wait.
You wait, you know, two, three,four hours.
It's not something that has tobe done right away.
So we did set that criteria withthe fire department's help and
did the training.
And actually I just found out afew weeks ago when I talked to
the chief, that we took 400calls off of their manifest just
(24:28):
last year, of their manifestjust last year.
And so with the growth of theircity, the way that the city is
growing so rapidly, they addedon another 400 calls.
So just think if they hadn'thad taken, if we hadn't taken
that burden off of the 911system right, they wouldn't be
able to serve these other trueemergencies that are happening.
So the same thing with ourfolks.
(24:49):
You know we may, we may havefolks that with have fractured a
hip or broke a leg or somethingand just utilize this for six
to eight weeks to get to andfrom their doctor's appointments
, and then they don't use usagain.
So that's kind of what we.
We do is just serve those whocan't at the moment.
Speaker 1 (25:12):
Right, awesome, I love that, and so I know you
have spoken about rural areas,so let's talk a little bit about
why is it a little harder inrural areas and pretty much what
are your plans or projects thatyou have to currently improve
in EMT in those areas?
Speaker 5 (25:33):
Anyone can take that Okay.
Speaker 3 (25:35):
The big thing for that is just that they're
limited on the access to theoptions that's the big thing.
And they'll be charged like tocome from Fort Worth out to
Granbury or somewhere like that.
They'll charge them miles outthere, miles back to the doctor,
then miles back to their home,you know.
So they're getting hit quite abit.
That's something that we'rewe're real sensitive about.
(25:58):
You know what I mean.
You can't go upside down, butwe're going to give them.
We're going to give them a goodbreak.
You know, on that Cause we telleverybody my wife and I we're
country people, you know we are,and so we have a heart for that
.
We love the rural, you knowthing and they and they get to
stay at home, you know, as if weget to help them stay at home
that much longer than we'redoing what we need to do.
Speaker 6 (26:18):
Right, right, I'm actually located in the heart of
our city and so I'm in rightdead in the middle and so, uh,
but what I found was is that, um, there's a lot of demand for
that because, like you said,there's not a lot of people
providing that service for them,and so we do go out on the
outskirts of the city.
One of the things that we'redoing in order to serve them
(26:40):
better is set up littlesatellite offices.
I do, I got from Cliff and soto set up the satellite offices
where our drivers in uh, we'restationed.
Also, I have, uh with ourcontractor facilities.
I have, uh, I'll have theability to park at their, at
their locations, if my driverdoesn't live there, and so, uh.
And then I got a little uh, sowe have little small
(27:02):
refrigerators, maybe a couch,somewhere the driver can take a
break and he uses that place asa station, and then, uh, even in
that community now, people cancall us to to actually go out
that way, and then we can leavethe van out there.
So what I'm also looking to dois hire drivers from those areas
, and so, uh, and juststrategically placing them, and
(27:23):
what I found, as soon as they,all I got to do is let them know
that I'm there right and thenthey make that call yeah and so.
Speaker 1 (27:30):
I love that.
Speaker 2 (27:31):
So y'all talked about your drivers.
Okay, what type of traininggoes into preparing a
non-emergency transport?
Speaker 1 (27:38):
driver, Because if I'm there, this is not regulated
right.
Speaker 2 (27:43):
So specialists.
Speaker 1 (27:46):
Yeah.
Speaker 2 (27:47):
What training goes into preparing your specialists?
Speaker 5 (27:50):
well, we, we all pretty much have the same thing
and but our drivers, we're verypicky about um who we choose,
because this is a very specialpopulation that we do transport
on a regular basis.
So our background checks andagain mine coming from the, the
ems and firesireside it's prettystringent and we follow the
(28:13):
Medicare and Medicaid guidelines, even though we don't have to.
So they have to have a cleandriving record, they have to
have a clean background and wecan do the training.
So we actually do in-housetraining.
When we bring somebody in, weonboard them.
They have to have passed allthose things, they have to have
passed a drug test and then theygo through two weeks of
(28:37):
in-person training.
So they're actually withanother driver, one of our
trainers.
So we have three trainersin-house and so they ride along
with them for two weeks and theymust complete 25 trips in that
two-week period.
But we also have our ownsimulator, so when they're
in-house our lead trainer isactually teaching them how to
(28:59):
load and unload, how to properlysecure, going through different
scenarios that they mightencounter.
Some people don't think thatparking on an incline is going
to be a problem, so certain waysthat you park, we try not to
ever put our vehicles to wherewe have to back up.
Always leave them to whereyou're headed out All kinds of
(29:22):
things.
We have people on dialysis.
When we pick them up, take themback.
They're pretty tired, they'repretty exhausted, and so they
become leaners.
They fall asleep and they lean.
So our chairs are equipped withshoulder harnesses and body
cross belts that won't if theydo fall asleep.
They're not going to lean, andI think our three we're the only
(29:47):
ones in the industry that I'veseen so far.
We buy more expensive chairs.
Ours will actually recline sowe can actually lay them back
just a little bit.
We can put their feet up, putthem in a position of comfort
and just let them sleep on theway home if they want to right.
Speaker 2 (30:01):
So so you told me what you do to train your
specialists, your drivers.
Okay, what do you guys look forin a person that's going to be
the driver after the training?
Before you do the training,what are you looking?
Speaker 6 (30:14):
for, yeah, the main thing is a passion to help
people, a love for people andcare for people.
Um, my drivers, uh, I've beenblessed, because a lot of times
I, when I first got started, youknow I was watching before I
got with cliff, I was watchingyoutube videos and trying to,
(30:35):
and I was trying to put peoplein seats and but, uh, I've been
blessed.
Uh, god looked out for mebecause I it's just my name, I
think it's the name thatattracted the right drivers
comfort, care and because thedrivers was a common thing I
kept hearing from even all ourcustomers, all our passengers,
was that we provided the best,we had the kindest and the
(30:56):
cleanest and the most courteousdrivers, and it's like they do.
I might always say that's whatI look for, though, when I'm
talking to, I'm interviewing, uh, or when anybody my staff is
interviewing, they want to, theywant to get a driver that
really cares about it.
Speaker 3 (31:12):
We're looking for compassion, you know.
So that's one of the things weget them talking about their
family.
Yeah, tell me about yourgrandmother.
What are some of your fondestmemories?
You know, if a guy can sitthere and tell you about his
grandmother's peanut buttercookies or her fried like, for
me her fried chicken.
And my mamaw used to make.
She called it soul food.
Speaker 5 (31:30):
Fried potatoes and red beans.
You know just like that wassoul food.
Speaker 3 (31:32):
So you get a guy if he's got good memories and talk
like that, that's somebody thatI want to move forward with.
You know they say, oh yeah, Ididn't know him very much.
We kind of move on, you know.
I just I want to hear the warmfuzzies because you're going to
come across people when you'retaking them.
There was a lady that was soprecious to every one of our
guys and the first time I pickedher up I'm like I've got my
(31:58):
mamaw.
I mean her mannerisms were thesame.
I mean she would say the samething and she'd always say how
you doing baby?
And I said, oh, we're busy,tell God, thank you.
Speaker 2 (32:09):
So you're looking for compassion.
You're looking for family, soyou're looking for compassion.
Speaker 3 (32:12):
Yeah.
Speaker 2 (32:12):
You're looking for family and you're looking for
their heart.
Yeah, right, so great.
Speaker 1 (32:17):
And one thing that I did hear you guys say you guys
talked about, like, the safetyaspects of like how you have the
crossbody harnesses and allthese different things.
So it's a twofold questionquestion why should safety be
the core value for upcoming NEMTcompanies?
But also again, I just want toharp on this because there is no
(32:45):
regulations for it.
So why do you all care to?
Speaker 2 (32:47):
even go the extra mile if you don't have to go to
action, especially concerningsafety and we see it all the
time, I mean day in, day out.
Speaker 5 (32:54):
But again, my side of it, it's always in my career
path.
It's always been about safety.
Whether you're on the EMS sideand you're on a rec scene, it's
about is the scene safe?
How do you go about keepingyourself safe first and then
keeping the people that you'recaring for Also on the fire side
?
I mean you know when you goabout keeping yourself safe
first and then keeping thepeople that you're caring for
Also on the fire side.
I mean you know when you gointo a burning building, it's
(33:14):
all about safety and reading thescene and knowing how it's
going to react and how you'regoing to react.
So, safety with our passengersI mean we see it all the time.
Like people they I mean I'veseen ratchet straps to secure
patients.
I've seen where they're noteven using seatbelts.
(33:34):
We've seen, you know, vans onthe side of the road with a
passenger in the chair in thefloor.
Speaker 3 (33:41):
In the floor with their wheelchair out there
waiting for the EMS to get thereto get them out of their floor.
Whoa.
Speaker 5 (33:47):
And so you know and it's there again where these
people are our family, you know,and their families or
themselves are entrusting us totake care of them.
And so, if, if that's how I'mgoing to take care of my mother,
my grandmother, that's how it'sgoing to be done.
And you know, we all spend alot of money in safety equipment
(34:07):
, in our chairs and in trainingtires.
Speaker 6 (34:11):
Yeah, lord, we spend a lot of money on tires and, uh,
an incentive is, man, what Ididn't know when I started is
the insurance cost, and thiswhole industry needs to be
lifted when it comes to safety,because, uh, when those things
happen there, man, there's thisthat drives up that price, and
and then also it gives you lessability to serve people just
(34:33):
because they can't pay that cost.
And so we can keep our costsdown and provide that safety I
mean, more importantly, thesafety of those individuals and
we really care.
Speaker 3 (34:43):
And at the end of the day y'all we're sowing seeds,
and if I'm mean to an elderlyperson, it's going to happen to
us somewhere down the line.
I'm not going to treat my wifeproperly or my grandbabies
properly, I just we're sown aseed with every breath we take.
Speaker 1 (34:57):
I love that.
We have to.
I love that, I love that, andso we're going to wrap up here,
and so final, final questionthat I want to have at you guys.
I've asked you guys, whatshould families who are looking
to order get a ride set up fortheir loved ones go rehab,
dialysis, whatever that lookslike One?
What should they expect in theride?
(35:18):
But what are some questionsthey should be asking these
non-emergency medicaltransportation companies?
Speaker 5 (35:24):
Well, we all get it a lot, and so the one thing
reason I love that you're doingthis is because a lot of people
don't even know that we existuntil it's too late.
And then they're.
They're doing an internetsearch and we don't know what
they're going to get.
So, you know, the big thing forus is being properly insured.
You know, how are our driverstrained?
(35:47):
Um, when, when they call in,they're going to get a series of
questions to make sure that weare the right fit for him,
because if we're not the rightfit, we're not going to do the
transportation.
You know, sean may do thingsdifferent and he does have
things different.
He's got a different weightlimit.
We'll refer to them, you know,to do the transport and I know
(36:08):
he does the same thing back forus.
But again, it's all going backto that safety.
You know, when they call,they're going to get an actual
person.
You know they're not going toget a recording and they're free
to ask all kinds of questionsand our ladies in the call
center will answer all thosequestions for them and if they
can't, they'll reach out to meand then I'll take the phone
(36:28):
call.
Speaker 3 (36:28):
Awesome.
We tell them also to getreferrals.
You know I'm happy to say I'llgive you a couple of our
customers you call them.
See how we're doing over there.
You know that's so importantand the hard thing is the
reality of it is it's expensive.
And if the money, if they'resaying well, the cost is the
first and foremost, there'speople out there cheaper than us
(36:50):
.
Speaker 1 (36:51):
Right, and so it is private.
Private pay at this time.
Okay, private pay at this time.
Speaker 6 (36:56):
One of the things that I'm teaching my call takers
and dispatchers to do is managethe expectations, like, because
people don't know the questionsto ask, so we actually tell
them things to look for whenthey, because they usually call
and ask for the price and youknow that I'll call you back.
Well, I'm gonna tell you.
Well, not to you speak down onany other company or anything,
(37:19):
but I'm gonna tell you, justlike you asked, what separates
us and the reason why we mightnot be the cheapest.
I'm like we don't cost the mostand we're not the cheapest, but
we are theest, we are the mostcourteous and we take the
measures to provide a safe rideand make your loved one
comfortable, and so we let themknow that.
And so, even when it comes toour communication, how we
(37:42):
communicate, make sure whatwe're going to do.
We're walking them in andchecking them in and we're not
going to leave them in someplace where you're not ready, or
we make sure that we're goingto communicate.
We'll even communicate to youthat we actually dropped them
off safely, right, you know?
and so a lot of that is isletting them know that, because
a lot of times they're like,well, I didn't know, yeah, I was
(38:03):
like well, is this a will call,a will call, okay, well, from
the time you call us, we'reprobably 20 minutes away, and
that's what we, that's what we,that's our aim, and so.
But what we will do iscommunicate with you in eta,
right and so, uh and so.
But if you want to, if you,then we offer them the option.
So if uh us staying with them,uh, we offer them the option of
(38:26):
not making it a will call andsaying, okay, you're gonna know
when you're gonna be ready, andif you make that, then then
we'll treat that as anappointment.
Right and so now they startworking with their, they start
asking questions of their howlong is this appointment going
to take and what door are wegoing to pick up?
What suite are we?
Going to yeah and so a lot ofthings.
We don't have that informationif we just take the order and
(38:48):
then we just show up at abuilding like this and be like
where are we taking this moneyRight?
Speaker 3 (38:53):
You know another thing.
They really need to be therefor the first one or two or
three times.
You know when your familymember is going to ride,
especially if it's coming fromyour home.
Walk out there and look at thatvehicle, see what the tires
look like.
Do all four tires match?
Are they just something thatthey got from a?
Speaker 5 (39:10):
man, I'm serious man.
Speaker 3 (39:15):
I mean the little things matter.
When we first started talking Imean when we started we knew
just this much and I would seeone of his vans.
They'd go into the hospital.
They'd leave the doors open andthe hatch up.
I know they saw me on the dashcam.
What's he using to clean with?
Because COVID had exploded.
You know I was going to seewhat's he cleaning with, what
kind of wheelchairs he using.
(39:35):
Is it like mine?
And I looked at all his tires.
You know I'd walk around andlook at his tires on his vans.
You know I'm like this guy's init, right, we man.
You see where one the outsideedge is just smooth.
Speaker 6 (39:48):
I'm like that's a junker my very first trip.
I was my only driver.
My very first trip, firstfacility I rode up to.
There was a van, like he saidit's open.
They got all the doors open, Ipromise you.
I saw a blood stain on thecarpet and it was old and I
looked in there.
Speaker 1 (40:18):
I was like people getting in that and I was like,
oh man, it matters.
It matters.
Everything you guys have talkedabout today matters, and I am
just so honored to have had you,gentlemen, on the podcast today
, because you're transporting,but it's also about bringing up
the next people who are going tostart any of these companies
and how to do it right and howto do it with efficiency but
also integrity, and so Iappreciate you guys.
Speaker 2 (40:43):
I thank you guys for coming on and just giving us all
this knowledge.
I think you're passionate.
Yes, right, and taking thoselittle details and making it
worth that patience.
Right, yes, right.
And taking those little detailsand making it worth that, uh,
patient's ride, yeah, yeah.
Speaker 1 (40:55):
So listen, god bless you guys.
Thank y'all, and I hope thiswas just as informative and just
like awesome as it was for me,like I just love sitting here
being able to answer and ask allthese amazing questions that
they had.
So, you guys, if you don't knowabout riding safe, shannon EMT
and comfort care, please, please, please, just click the links
(41:17):
in the bio.
We're going to have everythingset out for them.
Please just go ahead and askthose questions, get the next
appointment set up, becauseyou're going to be in really
great hands.
And if you have any morequestions for them, that's when
you want to reach out to thesegentlemen and just ask all the
questions that you can.
And if you are a guy or ladywho wants to open up their own
company, hey, you got thementors right here, so please
(41:40):
feel free to reach out to them.
I hope you guys had a blasttoday.
This was an awesome episode andwe will catch you on the next
one.
Peace out, peace.
Thank you.
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