NORWAY — As the oldest and most rural state in the nation, Maine relies on hundreds of non-emergency medical transport (NEMT) providers to daily transport people who do not have their own means of transportation to medical appointments.

Sam Small co-founded RideSource in Norway in 2015. It is now one Maine’s leaving non-emergency medical transport providers.

One of the area’s largest NEMT providers is RideSource, located in Norway and a familiar sight on the roads in the area.

RideSource was founded by partners Sam Small and Chris Miller in 2015. Their original vision was to provide a community service to meet an unserved need – getting people without transportation to their medical appointments.

Going on 10 years later, RideSource employs 80 drivers, and a couple dozen volunteers, that cover 45% of the state, bringing multiple clients to and from healthcare offices for everything from routine dental appointments to cancer treatment and dialysis.

Part-time employees transport children with special needs to alternative schools or treatment programs.

RideSource also has a fleet of full-sized school buses supporting  about 15 districts faced with critical transportation staff shortages.

“Our intent was to serve Oxford Hills,” Small said. “Our largest region is still western Maine, but now we go to the midcoast, up to Bangor and as far as Boston.”

“We started with a couple of minivans and a part-time driver,” Small told the Advertiser Democrat. “One of our bigger customers was the Progress Center – we provided 100% of its day program transportation.

“But we quickly recognized how much unmet need there is and began expanding.”

MaineCare patients and clients of state agencies like the Department of Health and Human Services account for about half of RideSource’s business.

RideSource’s expansion was propelled when it partnered with Modivcare, an organization that coordinates medical appointment transportation for patients and their healthcare providers through a digital platform.

Modivcare serves several eastern coast states with a Maine office located in South Portland. Its system aggregates provider locations and services with patients, and calculates schedules and routes for drivers with more than 40 NEMT transport companies

Myra Orifice, general manager for Modivcare in Maine, has only praise RideSource, one of its bigger partners in the state.

“A few companies have expanded, but none as much as RideSource,” Orifice told the Advertiser Democrat. “Sam has a savvy about industry that exceeds most companies – even nationally.

Where other agencies have stopped providing client transportation, “RideSource really stepped up and grew,” she said. “It’s a good provider. Sam understands the state metrics and his company meets and exceeds them.”

It requires heavy doses of empathy and commitment to be an NEMT driver and it starts well before they get behind the wheel.

Each applicant goes through two series of background checks, including a search of national-level criminal/sex offender/motor vehicle offenses. Their fingerprints are taken and run through FBI databases.

Training starts with more than six hours for passenger safety and assistance. Employees must complete first aid and CPR training and a defensive driving course. They also undergo passenger sensitivity and mandated reporter training.

“There’s a lot that goes into getting a driver to the point where they can start providing service,” Small said. “Having a driver’s license is the simplest part of the equation.

“The expense to get each driver through training is $1,000 to $1,500. They also go on ride-alongs with seasoned drivers to get a handle on how the process works and receive Modivware app training on smart phones.”

All training is certified. Employees and volunteer drivers got through the same training program. Bus driver training and licenses conform to Maine state laws.

RideSource employees cite the flexibility of the job as a key benefit, but Small explained the company relies on its drivers’ ability for flexibility and responsiveness.

“Lots of things can happen, the reality is that clients may have issues,” he said. “We can bring someone to an appointment, and they end up requiring extra time receiving the care they need, which will impact anything happening later. We put back-up resources in place” every day.

Full-time drivers are eligible for health insurance, 401K benefits and paid time off. Volunteers using their own vehicles receive mileage reimbursement per IRS code.

They cite similar reasons for becoming NEMT drivers.

The best parts about the job for six-year employee Shelly, who lives in Mechanic Falls? “The flexibility and interaction with members of the community. People who ride everyday become like extended family.”

Jody, an Oxford resident, says she enjoys driving. “I like meeting and helping people, and now I just get to do it more.”

She has found that many of her riders have had connections to her own family in the past. “They will say, ‘my grampa, or my husband use to work’ at my family’s wood products business.”

“It is a great service to our local community,” added Stacy from South Paris, who has worked at RideSource for the last seven years. “People are really grateful for us. I love meeting new clients, and my regulars are a lot of fun.”

“It has opened my eyes to the need of transportation for the elderly and youth of our community,” says Justin, a Mechanic Falls resident who began driving for RideSource in 2023.

For Mike of Oxford, lending an ear is as rewarding as providing an important service. “I really enjoy listening to the stories (clients) like to tell. It makes them feel good.”