Text Messaging (SMS) Notice

If you provide your mobile phone number when scheduling non-emergency medical transportation, Optimum Medical Response ("OMR") may send you transactional text messages about your trips — for example, a notification when your driver is on the way and a one-time post-trip feedback request. We do not send marketing or promotional texts. Message frequency varies (typically one to two per scheduled trip) and message and data rates may apply. Reply STOP to opt out at any time, or HELP for help (or call (434) 833-1616).

Your mobile information and text-messaging consent are never shared with, sold, or rented to third parties or affiliates for marketing or promotional purposes. Full text-messaging terms are on our Text Messaging (SMS) Terms page.

• We use your information to schedule, carry out and bill your rides, and to keep you informed about them.
• OMR Ride does not collect your location. OMR Drive shares a driver’s location with OMR while the driver is signed in.
• We share information only with the people and organizations involved in your trip, and with the service providers that run our systems for us.
• We do not sell personal information, and we do not use it for advertising.
• You can delete your OMR Ride account in the app at any time (see how).

• your name, phone numbers and date of birth;
• your member or Medicaid ID;
• pickup and drop-off addresses, pickup times and appointment times;
• mobility needs (for example a wheelchair, a walker or an attendant) and notes needed to carry out the ride.

• Sign-in. You sign in with the phone number and date of birth on your rider record, then a 4-digit PIN you create. We store your PIN only in a scrambled form (a salted hash) that cannot be turned back into the PIN.
• Profile photo (optional). If you add one, the drivers of your trips see it. We resize it and remove its hidden details, such as where it was taken. You can change or remove it at any time.
• What you do in the app: ratings and comments about completed rides, rides you cancel, feedback you send us, and your notification setting.
• Device information: your phone’s notification token (so we can send trip notifications), the app version, your phone’s operating system, and a random identifier created when you install the app. We use the identifier to recognize your phone at sign-in and to slow down repeated wrong guesses.
• Security information: the IP address and outcome of sign-in attempts, used to protect accounts from guessing. For this purpose IP addresses are stored only in a scrambled form.
• Crash reports: if the app stops working, it sends us a technical report (app version, operating system and the error) together with your account number.

• Account information: name, email address, phone number, birthday and profile photo. Your password and optional sign-in PIN are stored only as salted hashes.
• Location. While you are signed in to OMR Drive, the app shares your phone’s precise location with OMR, including when the app is closed or running in the background if you allow location access “all the time.” Signing out stops it. We use it to dispatch trips, show your position to our dispatch office, estimate arrival times, record trip events, report trip progress to the organization that arranged a trip, and show a rider where their ride is during their trip.
• Trip activity: when you start a trip, arrive, pick up, drop off, mark a no-show or cancel, and where you were at the time.
• Photos and documents: vehicle inspection and damage photos, photos and files you send in chat, and documents you read and sign in the app.
• Rider signatures captured on your phone at pickup or drop-off.
• Work records: time clock entries, days off and trip swap requests, emergency (SOS) alerts and messages with our dispatch office.
• Voice assistant. If you use it, your phone turns your speech into text: on the phone where it supports that, otherwise through Apple’s or Google’s speech service. OMR does not record or store audio; only the resulting command (for example, a message to dispatch) reaches us.
• Device information and crash reports: notification token, app version, operating system, whether background location is allowed, and technical error reports.

• To schedule, dispatch and carry out rides, and to keep riders informed through app notifications and text messages.
• To confirm who you are when you sign in, and to protect accounts from guessing.
• To bill trips and report them to the broker, health plan or other payer, as our contracts and Medicaid rules require.
• To review service quality, safety and complaints, including ratings and comments.
• To fix problems and improve our apps and services.
• To comply with the law and respond to lawful requests.

• Drivers and our office. Drivers see the rider details needed for their trips (such as name, phone number, addresses, times, mobility needs, notes and the rider’s profile photo, if added). Our dispatch and office staff see the trip and account information their role needs to run the service.
• Riders, about their driver. For a rider’s trip, OMR Ride shows the assigned driver’s first name and last initial, profile photo, vehicle, experience and a general rating label, and, while the trip is under way, the driver’s live location and estimated arrival time. Riders can call their driver from the app; the call goes to the phone number the driver has on file with OMR.
• The organization that arranged the trip (a transportation broker, managed care plan, healthcare facility or other payer). Depending on its requirements we send trip status and times, cancellations (including rides you cancel in OMR Ride), the vehicle’s location while the driver is working that organization’s trips (including between its trips on the same day), the driver’s license number, the vehicle identification number (VIN), and rider signatures as proof that a trip took place.
• Service providers that run our systems for us and may use the information only to do so: our hosting provider; Cloudflare (network and security); Google Firebase Cloud Messaging (app notifications); Mapbox (maps, routes and travel time estimates); Twilio (text messages); and Apple and Google (app distribution, and in OMR Drive, speech recognition when the phone cannot do it itself). In OMR Drive, Mapbox’s map software may also send Mapbox usage and location data under Mapbox’s own privacy policy; in OMR Ride we have turned this off.
• Legal and safety reasons: when the law requires it, to respond to lawful requests, or to protect the safety of riders, drivers or others.
• Business transfers: if OMR is merged, sold or reorganized, information may be transferred as part of that transaction, subject to this policy.

• Trip records, including signatures and the locations of trip events, are kept for as long as our contracts, Medicaid rules and the law require us to keep transportation and billing records.
• Driver location history is deleted after 24 hours. Only the driver’s latest position and the locations recorded with trip events are kept.
• Activity records (sign-ins, changes and actions in our systems) are kept for 30 days to about 13 months, depending on the type of record.
• Counts of wrong PIN entries are kept for up to 90 days.
• OMR Ride account information is kept until you delete your account (see section 6).
• Backups are kept for a limited time and then overwritten.

• All connections between our apps, our website and our servers are encrypted (HTTPS).
• PINs and passwords are stored only as salted hashes.
• Access is limited by role: staff see only the information their work needs.
• Sign-in attempts are limited, and repeated failures pause or lock the account.

• Turn trip notifications on or off under Account, or in your phone’s settings.
• Change or remove your profile photo, and change your PIN, under Account.