What is a will call trip?

A will call is a return leg scheduled without a pickup time because the appointment's end is unpredictable, common after dialysis, infusion, surgery follow-ups and emergency department visits. When the rider is ready they call the provider or broker, and the contract typically requires pickup within 30 to 60 minutes.

Why will calls matter for NEMT

Will calls are the hardest trips to dispatch profitably because they arrive unannounced and carry a response-time clock. Providers handle them by keeping a floater vehicle near the major facilities during peak return hours, clustering will-call riders at the same clinic, and using software that alerts the nearest available driver. Contracts with strict will-call response standards deserve a premium rate; know yours before signing.