Question 1

Who does PEMA serve?

Accepted Answer

PEMA focuses on contracted MassHealth and Human Service Transportation work as a MART vendor. We complete broker-assigned trips to medical appointments and day programs. We do not advertise open public rides on the same vehicles used for those contracted services.

Question 2

What kinds of trips does PEMA provide?

Accepted Answer

Most PEMA trips are medical appointments and day programs — plus related HST rides such as therapy, dialysis, discharges, and facility transfers — when assigned through MART. PEMA also provides ride monitors when needed, and car seats when required for the trip.

Question 3

How do I schedule a new MassHealth ride?

Accepted Answer

New MassHealth (PT-1) and other Human Service Transportation trips are scheduled through MART member services after approval (mrta.us). PEMA completes trips that MART assigns to us as a contracted vendor.

Question 4

I already have a PEMA trip scheduled — how do I change or cancel it?

Accepted Answer

Call PEMA dispatch at (508) 718-9201. Tell us your name, pickup date and time, and what needs to change. For the fastest help, call as soon as you know about a change.

Question 5

Do you provide ride monitors?

Accepted Answer

Yes. For those who need monitoring while riding, PEMA provides a dedicated 1-on-1 ride monitor. The monitor stays with the rider from door pickup through arrival at the appointment or day program.

Question 6

Do you keep car seats on board?

Accepted Answer

Yes. When an assigned trip requires a car seat, PEMA brings one on board — ready before pickup.

Question 7

Is pickup really door-to-door / door-to-program?

Accepted Answer

Yes. When a monitor is assigned, they pick the rider up at the door and escort them into the appointment or day program at drop-off — so riders are not left at the curb.

Question 8

What kind of vehicles do PEMA drivers use?

Accepted Answer

PEMA drivers use personal vehicles and sedans for contracted MassHealth / HST assignments. We do not mix open public rides on that same fleet because of contract and insurance requirements.

Question 9

Are PEMA drivers trained and background-checked?

Accepted Answer

Yes. All PEMA drivers are state safety driving trained and complete thorough background checks before they are assigned to riders.

Question 10

How do PEMA drivers show care on the trip?

Accepted Answer

Drivers treat pickup windows as a commitment, greet riders with dignity, keep cabins calm, and complete door-to-program handoffs when a monitor or escort is part of the assignment. Care on the ride is as important as getting to the destination.

Question 11

Do you provide wheelchair transportation?

Accepted Answer

No. PEMA does not provide wheelchair or lift-equipped transportation. Contracted rides are in personal vehicles and sedans, with monitors available when needed.

Question 12

Do you work with facilities and day programs?

Accepted Answer

Yes. PEMA coordinates with clinics, day programs, and MART on contracted appointment and program transportation — with monitors when needed, and car seats when required.

Question 13

Are you a MART vendor / MassHealth transportation provider?

Accepted Answer

Yes. PEMA is a contracted vendor for MART (Montachusett Regional Transit Authority) at mrta.us, which brokers Human Service Transportation — including many MassHealth (PT-1) medical rides — across most of Massachusetts. Members schedule approved trips through MART; PEMA completes assigned vendor trips for appointments and day programs.

Question 14

How can PEMA staff access information on the website?

Accepted Answer

PEMA staff sign in at /login (also available from the top-right staff menu when signed in). After login, Desk includes Resources — a library of staff guides starting with Driving & Caring — plus careers, hiring, documents, and internal updates. Use Report a bug from the staff menu to send issues or content feedback.

Question 15

Is this emergency transportation?

Accepted Answer

No. PEMA is not an ambulance service. For life-threatening emergencies, call 911. We handle scheduled, non-emergency contracted rides only.

Answers for MassHealth trips and PEMA care.

Need to change a scheduled trip?