NEMT driver evaluation form: a quarterly review drivers can see coming
A NEMT driver evaluation form is a scored review, done every quarter or at least once a year, that rates each driver on numbers from trip records (on-time pickups, substantiated complaints, inspections, incidents, driving record) and on observed rider care and attendance. The driver knows the measures in advance, signs the result, and leaves with written goals or a correction plan.
On this page
How to run a quarterly review
A review works when the driver could have predicted the score. Hand every driver this form on day one, show them where each number comes from, and use the same measures every quarter.
- Pull the numbers first. Before the meeting, fill in Section 1 from the quarter’s trip records, complaint log, inspection records, and incident reports. Check each late or missed trip against its timestamps so you only count what the driver controlled.
- Watch the driver work. Ride along for part of a shift, or spot-check a pickup, at least once a quarter. Score Section 2 from what you saw, not from reputation.
- Ask for the driver’s view. Give the driver Section 6 a few days early. CareOregon’s manual describes evaluations as a chance to hear from drivers about the program, and drivers usually know which schedules and facilities cause trouble.
- Meet for 30 minutes. Go through each section, agree on two or three goals, and write them down.
- Sign and file. Both of you sign. CareOregon asks that the evaluation and discussion be documented, signed, and kept permanently in the driver’s personnel file, with positive notes included.
The form
Review details
| Field | Entry | Field | Entry |
|---|---|---|---|
| Driver name | Reviewer | ||
| Review period | Q__ 20__ | Meeting date | |
| Vehicle types driven | Service levels | ||
| Trips completed this quarter | Brokers and payers served |
Section 1: Numbers from trip records
Score each line 1 to 4 using the scale below the form.
| Measure | How to count it | Company target | This quarter | Score |
|---|---|---|---|---|
| On-time pickups | Pickups inside the program’s window ÷ all pickups | [95%] | ||
| On-time appointment drop-offs | Riders delivered by the appointment time ÷ all appointment legs | [__%] | ||
| Driver-caused missed trips | Trips missed because of the driver (no call, late start, wrong address) | [0] | ||
| Substantiated complaints | Complaints confirmed after review, from the complaint log | [0] | ||
| Compliments | Positive comments from riders, facilities, or brokers | Note only | ||
| Complete trip records | Trips with every status, signature, and GPS track ÷ all trips | [98%] | ||
| Pre-trip inspections | Shifts with a completed inspection ÷ shifts driven | [100%] | ||
| Defects reported | Problems found and reported on the inspection | Note only | ||
| Incidents and crashes | Number, and whether each was preventable | [0 preventable] | ||
| Reports on time | Incidents reported within the deadline ÷ all incidents | [100%] |
Section 2: Observed on the road
| Area | What the reviewer looks for | Score |
|---|---|---|
| Driving | Smooth braking, safe following distance, full stops, no phone in hand | |
| Lift or ramp | Correct sequence, parking brake set, manual backup known | |
| Securement | Every tiedown attached, lap and shoulder belt on the rider, loose items secured | |
| Rider assistance | Announces arrival, opens doors, gives the level of help on the trip | |
| Appearance and identification | Company ID visible, neat, vehicle clean |
The road test form has the full list of observed items if you want to reuse it for spot checks.
Section 3: Attendance and reliability
| Measure | This quarter | Score |
|---|---|---|
| Late shift starts | ||
| Unplanned absences | ||
| Shift swaps handled through the office | ||
| Clock-in and clock-out records complete |
Section 4: Rider care and privacy
| Area | Notes | Score |
|---|---|---|
| Courtesy and patience with riders and facility staff | ||
| Rider details kept out of view and out of conversation | ||
| Waits and no-shows handled by the company procedure | ||
| Calls dispatch early when running late |
Section 5: Credentials and training
| Item | Expiration or due date | Current |
|---|---|---|
| Driver’s license | Yes / No | |
| Motor vehicle record reviewed | Yes / No | |
| Passenger assistance certificate | Yes / No | |
| First aid and CPR | Yes / No | |
| Drug screen (if required) | Yes / No | |
| Broker and HIPAA training | Yes / No |
Section 6: Driver’s comments
What went well this quarter:
What got in the way (schedules, vehicles, facilities, equipment):
What would help next quarter:
Section 7: Rating, goals, and signatures
| Field | Entry |
|---|---|
| Overall rating (average of sections 1 to 4) | |
| Goal 1, with a measure and a date | |
| Goal 2, with a measure and a date | |
| Correction plan and retraining (if needed) | |
| Follow-up review date | |
| Driver signature and date | |
| Reviewer signature and date |
The driver’s signature confirms the review was discussed, not that the driver agrees with it. Say so on the form so drivers sign without arguing over every score.
Scoring scale
| Score | Meaning |
|---|---|
| 4 | Better than target every month of the quarter |
| 3 | Met the target |
| 2 | Missed the target, improving, or one minor issue |
| 1 | Missed the target with no improvement, or any safety issue |
Weight safety above speed. A driver with perfect on-time numbers and a preventable crash should not come out ahead of a careful driver who ran two minutes late on a few pickups. The OSHA, NETS, and NHTSA employer guidelines on fleet crashes recommend reviewing every crash for cause and preventability regardless of fault, and folding driving performance into the overall job evaluation.
Where the targets come from
Set company targets at or above what your brokers measure, so a driver who meets them keeps the contract safe. MTM Health’s Virginia handbook is a useful model because it publishes both company metrics and driver-level infractions. Its rules apply to Virginia fee-for-service rides from October 1, 2026 onward.
| Broker measure (MTM Health, Virginia) | Standard |
|---|---|
| On-time performance | Above 95.00% |
| Vendor no-shows (assigned trips not completed or refused) | Below 0.25% |
| Substantiated complaints per completed trip | Below 0.1% |
| Trips tracked with compatible GPS software | Above 90.01% |
| Trips returned to the broker after assignment | Below 0.5% |
That handbook counts a pickup as on time inside a 30-minute window centered on the scheduled time (15 minutes either side), and a rider dropped off after the appointment time counts as late. Infraction points also land on things a single driver does: no MTM Health name tag, passengers not belted, moving before a passenger is secure, parking somewhere unsafe for loading, and a substantiated complaint about wheelchair or stretcher securement. A driver who completes retraining after a serious violation and then commits another is no longer eligible to drive for any health plan MTM Health manages.
Other programs add hard limits a review should catch early:
- Virginia Medicaid. A record with three or more chargeable accidents or moving violations in the past three years disqualifies a driver, and the broker repeats credentialing reviews at least yearly.
- MTM provider services agreement. Three at-fault moving violation convictions, or two at-fault accidents, within 36 months end a driver’s eligibility. An accident is presumed at fault unless the driver shows otherwise.
- Georgia Medicaid. One confirmed failure to secure a wheelchair removes the driver until the provider documents retraining.
Measures by driver are covered in more depth in driver performance metrics, and the broker math behind on-time rates is in NEMT on-time performance.
Keeping reviews fair
- Count only what the driver controlled. Remove late trips caused by stacked schedules, facility delays, or reassignments made after the driver left.
- Use the same measures for everyone. A form that changes by driver invites complaints of favoritism.
- Write down the good. CareOregon asks for positive documentation in the file, not only problems.
- Do not wait for the review. Securement failures, unsafe driving, and privacy breaches go through your discipline process the day they happen.
- Keep the record. Evaluations belong in the personnel file for as long as the driver works for you and afterward, as your records policy sets.
Filling in Section 1 faster
HealthRide tracks punctuality on every leg, overall and for each driver, in its on-time report. The trip log exports every leg with scheduled and actual times, the driver, the vehicle, and GPS-verified miles as a spreadsheet or PDF, and driver timecards show the hours each driver worked. See reports.
Frequently asked questions
- How often should NEMT drivers be evaluated?
- No federal rule sets a schedule for performance reviews, but brokers expect one. CareOregon requires every provider to have a plan for regular evaluations of all paid and volunteer drivers, and asks that each one be documented, signed, and kept in the personnel file. Virginia's Medicaid rules have the broker review each driver's credentials before the first trip and at least yearly after that. Quarterly works well because some broker programs are scored by calendar quarter, such as MTM Health's Virginia on-time incentive.
- Which numbers belong on a driver evaluation?
- The ones your brokers score your company on, broken down by driver. MTM Health's Virginia handbook sets targets for on-time performance above 95 percent, substantiated complaints under 0.1 percent of completed trips, trips missed or refused by the provider under 0.25 percent, and GPS tracking on more than 90.01 percent of trips. A driver whose numbers stay inside those lines is carrying their share of the contract.
- Should a driver be marked down for late trips caused by the schedule?
- No. Check each late trip against its timestamps before scoring it. If dispatch stacked two pickups 10 minutes apart across town, the lateness belongs to the schedule. Scoring drivers for every late minute pushes them to speed, and MTM Health's Virginia handbook puts it directly: "Safety must never be compromised to meet scheduling requirements."
- What happens after a poor evaluation?
- Write a correction plan with specific targets, retraining, and a follow-up date. CareOregon calls for a plan of correction and additional training when a review shows a need. Some problems cannot wait for the next review: in Georgia, a single confirmed securement failure takes the driver off Medicaid trips until the provider shows the retraining happened, and MTM Health in Virginia bars a driver from every health plan it manages for any further violation after retraining for a serious one.
- Should the review include the driver's motor vehicle record?
- Yes, at least once a year. For drivers of commercial motor vehicles under FMCSA rules, 49 CFR 391.25 requires a yearly record review, with a note of who reviewed it and when kept in the qualification file. Broker limits apply to every driver, commercial vehicle or not. MTM's provider services agreement disqualifies anyone with a 36-month record showing at least three at-fault moving violation convictions or at least two at-fault crashes that caused injury or damage.
- Can I use the evaluation to set bonuses?
- Yes, if the measures reward safe work rather than speed. Tie a bonus to on-time pickups, clean inspections, and zero substantiated complaints, and never to trips per hour alone. Announced bonuses also count toward the overtime rate under federal wage rules: 29 CFR 778.211 excludes a bonus only when both paying it and its amount stay at the employer's sole discretion until near the end of the period.
