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How to Handle Will Calls in NEMT
Last updated: 17/05/2024
6 mins read
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How to Handle Will Calls in NEMT?

Transportation is a vital aspect of healthcare, especially for those with medical conditions or disabilities. Non-Emergency Medical Transportation (NEMT) services play a crucial role in ensuring that individuals can access necessary medical appointments, treatments, and therapies. However, managing will calls in NEMT can present unique challenges. In this guide, we'll explore what will calls are, why they matter, and how to handle them effectively from various perspectives.

Understanding Will Calls:

A will call in NEMT refers to a situation where a passenger requests a ride for a specific time and location, often outside of the usual scheduling system. These requests can arise due to sudden medical appointments, unexpected discharges from hospitals, or changes in treatment plans. Will calls require prompt attention and efficient coordination to ensure timely and reliable transportation for passengers.

Importance of Handling Will Calls:

Patient-Centric Care: Prompt response to will calls is essential for meeting the healthcare needs of patients. Delayed transportation can lead to missed appointments, exacerbation of medical conditions, and increased healthcare costs.

Compliance and Accountability: NEMT providers must adhere to regulations and service agreements that require timely response to transportation requests. Failure to manage will calls effectively can result in penalties, loss of contracts, and damage to the provider's reputation.

Service Reliability: Consistently addressing will calls builds trust and loyalty among passengers. Reliability is a critical factor in the success of NEMT services, as it ensures that individuals can depend on transportation for their healthcare needs.

Strategies for Handling Will Calls:

Streamlined Communication Channels: Establish clear communication channels for receiving and processing will calls. Utilize phone lines, mobile apps, online portals, and dispatch systems to facilitate quick and efficient communication between passengers, caregivers, healthcare providers, and transportation staff.

24/7 Availability: Ensure that your NEMT service operates round-the-clock to accommodate will calls at any time of the day or night. Maintain a dedicated team or on-call staff members who can respond promptly to urgent transportation requests.

Real-Time Monitoring and Tracking: Implement technology solutions such as GPS tracking and vehicle monitoring systems to track the location and status of vehicles in real-time. This enables dispatchers to identify the nearest available vehicle and assign it to the will call efficiently.

Flexible Scheduling and Routing: Designate a portion of your fleet for flexible scheduling to accommodate will calls without disrupting pre-scheduled appointments. Implement dynamic routing algorithms that optimize vehicle routes based on current demand and real-time traffic conditions.

Driver Training and Empowerment: Train drivers to handle will calls effectively, emphasizing the importance of prioritizing urgent requests and communicating promptly with dispatchers and passengers. Empower drivers to make decisions on the ground to address unforeseen circumstances and ensure passenger comfort and safety.

Feedback and Continuous Improvement: Solicit feedback from passengers, caregivers, and healthcare providers regarding their experiences with will calls. Use this feedback to identify areas for improvement and implement changes to enhance the efficiency and quality of your NEMT service.


Handling will calls in NEMT requires a combination of efficient communication, proactive planning, and responsive operations. By prioritizing the needs of passengers, implementing robust technology solutions, and fostering a culture of continuous improvement, NEMT providers can ensure reliable and timely transportation for individuals with medical needs. Effective management of will calls not only enhances patient outcomes but also strengthens the reputation and sustainability of NEMT services in the healthcare ecosystem. For more details on enhancing your NEMT operations, explore our features page and learn how our NEMT dispatching software can make a difference.

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About the author

Yurii Martynov
Tom Malan

As NEMT Cloud Dispatch Marketing Director, Tom has expertise in NEMT company and performs well in marketing, utilizing different strategies to increase the Nemt Cloud Dispatch business. His dedication extends to offering NEMT providers with advanced software for massive development. Tom is one of the industry's experts and shares his experience with readers through interesting content on home care, medical billing, medical transportation, and marketing.