County staff say STAR call‑center contract will be exercised; committee asks for data on aligning hours with operations

Clinton Edwards and other staff told the subcommittee that the STAR call‑center contract includes a five‑year base with option years and that the county plans to exercise option year one prior to Sept. 12, 2026. Staff explained that the call‑center hours and staffing model are being aligned with Spare‑driven operations and with We Drive You handoffs after the county call center closes.

Kent Keyser and Rebecca Bridges pressed for the data that will support changes to call‑center hours or staffing levels, and asked whether the public and subcommittee will have an opportunity to comment on proposed operational changes. Staff said the call center’s hours and service descriptions are in the STAR Rider Guide and committed to bringing proposed permanent changes to the committee before implementation; they also said We Drive You takes calls after the county call center closes at 7 p.m.

Why it matters: changes to call‑center hours and staffing can affect customer service levels and the ability of riders to get timely live help. Committee members asked for the background data used to justify any contract or schedule changes and for an opportunity to review proposals before they become permanent.