The Center of Hope Foundation, an ARC Affiliate, drives towards a new level of care with Verizon Connect

Each morning at 5:30, 80 vehicles head out across Central Massachusetts and nearby locations in Connecticut, carrying some of the region's most vulnerable residents. The passengers range from high-functioning individuals with intellectual and developmental disabilities to medically fragile clients in wheelchairs, each with unique needs and destinations.

For these passengers, reliable transportation is more than just getting to a destination. It's their lifeline to independence, community participation and meaningful daily experiences.

The Center of Hope Foundation has provided this critical service since 1983, when founders Jim and Cindy Howard started with just six clients in a small room. Now operating from a converted textile mill in Southbridge, Massachusetts, this nonprofit offers day rehabilitation, vocational training, residential support and family programs designed to help people with disabilities live with dignity and purpose.

Sean Cristofori, Director of Transportation for the past decade, oversees this complex transportation operation on which families across Central Massachusetts rely. For Cristofori, his job is not just about logistics; it's about helping his community. "We are a human services industry. That's what we do: We serve the community. And that's what we are proud of," he said.

But managing safe, reliable transportation for such diverse needs while meeting strict state contract requirements demands more than careful scheduling. When outdated systems threatened both program member safety and state funding, Cristofori recognized the need for a technology partner that could deliver operational efficiency and accountability across every route.

Lack of data creates operational, regulatory and liability gaps

The Center of Hope Foundation faced daily operational challenges that raised concerns about passenger safety. The organization's ability to provide data to maintain vital state contracts and to protect itself from liability was also a challenge.

Providing written directions to program members' homes and printed maps confused drivers, resulting in delayed routes. New employees often struggled to navigate unfamiliar neighborhoods. When drivers encountered problems on their routes, the Foundation's Transportation Services Team had no way to provide immediate assistance or track vehicle locations.

"It was a huge challenge even communicating with people on the road on a real-time basis when they had a problem out there," Cristofori said.

When vehicles ran late, the frustration mounted. Cristofori couldn't track their location or give families any estimated arrival times. "Where are these people? Why can't I reach them? You call them on the phone, and they're not answering," he said, describing the daunting task of coordinating 50 daily runs without fleet visibility.

Without reliable technology, the foundation also struggled to meet stringent state regulatory requirements. The Montachusett Regional Transit Authority (MART), which funds the Center of Hope's transportation services, sets vehicle standards for organizations to receive state funding. This required documented compliance around things like vehicle age, mileage, maintenance and safety. Previous technology vendors consistently failed to deliver on their promises. A significant disappointment arose from an insurance company's recommended camera system, as drivers quickly learned to disable and tamper with the equipment, thereby completely defeating its purpose.

Beyond these regulatory challenges, the Center of Hope Foundation faced an even tougher problem: protecting both clients and employees from false accusations. The complex nature of serving people with intellectual and developmental disabilities occasionally resulted in situations that put staff jobs and the organization's reputation at risk. Without objective evidence, Cristofori struggled to investigate incidents properly. False accusations could result in wrongful employee terminations, while legitimate safety concerns might go unaddressed.

Verizon Connect brings near real-time visibility to 80 vehicles

The Center of Hope Foundation had relied on Verizon for phones and push-to-talk services for years. So, when the MART began requiring GPS tracking on all the organization's vehicles, the nonprofit turned to Verizon. "Verizon had great service no matter where we were, even back in the day," Cristofori said. "When we had to go to GPS, it was like, 'Let's stay with Verizon.'"

Verizon provided exactly what the Center of Hope needed in Verizon Connect: a comprehensive fleet management system that combines near real-time GPS tracking with AI-powered dual-facing cameras across the organization's fleet. Unlike previous vendors' offerings, Verizon's cameras feature discreet placement that helps prevent tampering, while providing complete visibility into vehicle operations.

The GPS tracks every vehicle's location in near real-time, giving Cristofori and his team newfound visibility into fleet operations. Drivers no longer navigate alone through unfamiliar territory. Instead, they have instant access to support and guidance from their colleagues in the Transportation Services team.

"You are never alone out there. There's somebody on the phone here all the time," Cristofori now tells new drivers. "Every 30 seconds, we know right where you are. You can contact us immediately. You're never by yourself," he said.

AI-powered cameras continuously monitor driver behavior and provide alerts for safety violations like seatbelt noncompliance. The system creates an objective record of every trip, protecting both program members and staff from false accusations while encouraging safe driving practices.

GPS tracking and AI-powered cameras turn the corner for documented, precision operations

Verizon Connect delivered immediate results that exceeded the Center of Hope's expectations.

Cristofori's team now efficiently manages 50 daily runs with precision timing that was previously impossible. Near real-time fleet visibility eliminated the uncertainty about vehicle locations and arrival times. Route optimization capabilities enabled accurate pickup and drop-off predictions, letting the team confidently communicate with families, who could rest assured that their loved ones would safely and promptly reach their destinations as planned.

Verizon's technology boosted driver confidence, as well. By providing remote navigation support and real-time assistance, Cristofori could give his drivers the guidance they needed to succeed in their jobs. "That makes people so much more settled," Cristofori explained.

Cristofori achieved a big win when he renegotiated the organization's vehicle leasing contract with the MART. By leveraging the comprehensive operational data and compliance documentation in Verizon Connect, he demonstrated the program's efficiency and reliability. The evidence-backed negotiation resulted in a remarkable 250% increase in contract value, dramatically improving the organization's financial stability. This breakthrough positioned the Center of Hope to expand services and better support families across Central Massachusetts.

Cristofori addressed liability concerns with video evidence that became a crucial tool to protect drivers and passengers from false claims. The AI-powered cameras placed in Center of Hope's vehicles provide irrefutable documentation that protects employees and program members alike. Cristofori recently experienced this advantage firsthand when a driver was involved in a minor traffic accident.

"The driver thought it was his fault when he first reported it to me. However, when we viewed the cameras, it clearly showed that he had the right of way and that she wasn't looking for oncoming traffic. She took a picture of the van and promptly left the scene," he recounted. "I shared all this footage with the local police, and it was a no-brainer, as the camera showed the entire scene, including the license plate of the motorist in question, which we would not otherwise have had as she left the scene so quickly."

Center of Hope sets its sights on 100% fleet management with Verizon Connect

With an advanced fleet management solution handling routine monitoring and optimization tasks, Cristofori can now focus on strategic improvements and staff development. His team continues working with Verizon toward 100% camera integration across the entire fleet while exploring additional technologies to enhance service delivery.

"I love Verizon Connect. I love the fact that I can track my vans all over the place," Cristofori said. "I have this GPS that works flawlessly with reliable uptime."

Center of Hope can now confidently transport their passengers with dignity and safety—and their families can gain crucial peace of mind from the additional oversight and accountability the technology makes possible.