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Careful Innovations introduces paratransit service in Kenosha; riders ask about payments, wheelchair capacity and punch cards
Summary
At a special Kenosha Transit Commission meeting, Nikki Burris, COO of Careful Innovations, outlined the vendor’s operations and answered public and commissioner questions about vehicle capacity, payment options and validation of existing punch cards through Dec. 31, 2026.
Nikki Burris, chief operating officer of Careful Innovations, gave the Kenosha Transit Commission an overview of the new paratransit vendor’s background, fleet and early operations, and took questions from commissioners and members of the public.
Burris said Careful was founded in Wisconsin, developed proprietary ride-tracking software used with managed-care organizations and hospital systems, and has expanded to 16 states over nearly 10 years. “We carry a fleet of vehicles for our wheelchair rides of 80 some vans total,” Burris said. She told the commission Careful had staged three vehicles in Kenosha and was moving a fourth into the market to meet demand.
Public commenters and commissioners pressed Careful on operational details. When asked whether a vehicle could carry both a wheelchair rider and an ambulatory rider at the same time, Burris said ambulatory passengers could ride with wheelchair users where vehicle securement allows. She added that Careful is working to add vehicles so “we'll both have 2 per vehicle” where appropriate to increase capacity.
On fares and payments, Burris said the company accepts credit and debit-card copayments processed by the vendor’s accounting team, and drivers can collect a $4 cash copayment that the vendor tracks. "We have set up with the accounting team ... we've been taking co payments via credit card or debit card," Burris said, and the company will issue receipts.
Commissioners also asked about the prior punch-card system. Burris said Careful is validating existing Kenosha Area Cards (KAC) until they are exhausted; staff confirmed the punch cards must be used by Dec. 31, 2026. "The ones that were purchased through KAC, we are validating until they're gone," Burris said, and staff added the final validation deadline.
On safety and equipment, commissioners raised one incident in which a vehicle with a ramp — not the lift the passenger preferred — arrived for a trip. Burris said vehicles should not transport riders if securement is unsafe and that Careful would address specific complaints and escalate unresolved issues to her team. "If there was an issue like that ... I will find out about it," she told the commission.
The commission opened public comment for this introductory presentation and emphasized the meeting’s purpose was information and initial questions rather than a troubleshooting session; the chair said the commission would continue these check-ins as the vendor settles into service.
The article draws only on remarks made during the vendor presentation and the public-comment period at the special meeting.
