The Human Service Transportation (HST) Office oversees an efficient, high quality system of coordinated transportation services for eligible EOHHS consumers to access medical, social and day services across Massachusetts.

HST Transportation Brokerage Model:

The HST Office contracts with select Regional Transit Authorities (RTAs) to provide brokerage services. Nine geographic areas were established for this HST system and select RTAs may provide HST brokerage services in multiple HST areas including outside their transit service regions. The brokers process requested trips, verify eligibility, contract with local transportation providers and monitor service quality. Transportation is provided to eligible consumers, as determined by their funding agency, via two service models: "demand-response" and "program-based".

  • Demand-Response ("dial-a-ride"): Generally, transportation is authorized by the funding agency and consumers call to schedule their trips as-needed with varying destinations, frequency and times. This model is typically used for medical appointments.
  • Program-Based: Transportation is authorized by the funding agency for a specific destination, frequency and time, usually operating on a daily or regularly scheduled basis. This model is typically used for transportation to rehabilitation or developmental programs; it is similar to a school-bus route.

All HST transportation brokers are required to adhere to high quality performance standards with specific outcome measures that have been established and are monitored by the HST Office. The primary responsibilities of brokers include:

  • Arranging consumer trips and contracting for services with local providers
  • Monitoring and ensuring service quality through on-site inspections, consumer surveys, etc.
  • Developing routing and other strategies to increase system efficiency, shared rides and cost effectiveness
  • Tracking and reporting system usage and costs and monitoring performance benchmarks

HST Areas and Brokers

Transportation Provider Procurement Process

Transportation Providers and the HST Office

State Transportation Programs Currently Managed by HST:

HST Participating agencies maintain full control and responsibility for determining consumer eligibility, determining facilities or locations to which consumers will be transported, determining service areas for consumers (distances that consumers may be transported), and ensuring adequate funding of approved transportation services, as well as reimbursing the brokers for consumer trip costs.


This information is provided by Human Service Transportation Office.