Uber Health and On the Go at Jewish Family Service of San Diego are helping older adults stay active, independent, and engaged

Accessible transportation for people who need it most

Getting around town isn’t always easy, especially if you are older, have a disability, live on a fixed income, or are not able to drive. For people in San Diego County who need help getting around, On the Go at Jewish Family Service of San Diego (OTG) provides a lifeline. OTG partners with local government entities and nonprofit organizations to provide reliable, affordable access to on-demand transportation solutions that include Uber rides.

One of OTG’s core values is “Meet people where they are.” That means offering a system that’s powered by advanced tools but delivered in a way that feels approachable and accessible. The program covers a wide range of transportation options including Uber rides. Since partnering with Uber in 2022, the OTG program has facilitated more than 162,000 Uber rides in the region.

OTG, by the numbers

162,000+

curb-to-curb rides with Uber since 2022

9.56/10

satisfaction score from participants

8 minutes

average time from ride request to vehicle arrival for on-demand/immediate rides with Uber since 2022

Friendly voices on the phone

For OTG riders, most of whom are over 60, navigating a smartphone app isn’t always realistic. In the past, this might have meant missing out on the convenience of rides with Uber, but Uber Health is now helping to change that. With no apps to download and no fees to pay, the OTG service removes common barriers to on-demand transportation. “Riders just pick up the phone, dial a toll-free number, and speak with a coordinator, who schedules the ride and provides all the details,” says Maureen Glaser, Director of Jewish Family Service of San Diego.

“People who were previously missing chemo or dialysis appointments because they didn’t have a way to get there now know an Uber ride will be there when they need it. That kind of reliability changes lives.”

—Maureen Glaser, Director of Transportation Operations, Jewish Family Service of San Diego

Powerful technology behind the scenes

While the experience feels simple and personal for the rider, there’s smart technology working quietly behind the scenes: OTG using OTG Rides Inc. software integrates with Uber through an API, which means coordinators can schedule rides, send real-time updates, and monitor trip progress from one system. Riders get text reminders and can even share special instructions to help drivers find them quickly. If something goes wrong, the support team can step in immediately to help.

Glaser, who oversees daily operations, relies heavily on ride data to monitor performance and meet the requirements of her government partners. Each month, she reviews detailed analytics on Uber ride volume, rider demographics, service types, and more. “We use the data to tell the story of what’s happening on the ground,” she explains. “It helps us stay compliant, identify trends, and advocate for continued funding and program expansion.”

A new layer of safety and support for riders and providers

Tech savvy riders and their families have a new option to use their smartphone to track and manage Uber rides booked through the OTG. Uber Health introduced a new feature in 2025 that gives riders or their family members the option to link their ride to their personal Uber account by clicking on the text message they receive when they initiate a ride with OTG through the call center. After accepting a one-time HIPAA authorization, Uber Health riders can contact drivers directly through message or phone call, and even share their live location at pickup to help reduce wait times and misconnections. Riders will also be able to provide feedback about their drivers. For OTG this feature provides enhanced safeguards against potential fraud, waste, and abuse, making the overall program more sustainable and efficient.

Transportation improves social connections and quality of life

The San Diego County Senior Transportation program operated by OTG on behalf of the county of San Diego has participants receiving 100 miles per month to use for essential needs like doctor visits and pharmacy pickups. But the program also provides 24/7 access to transportation solutions for social events and community activities. “Getting your hair done or going to a senior center is just as important for emotional well-being as getting to the doctor,” says Glaser. “We’re here to support the whole person. Reducing social isolation among older adults helps people age with dignity and independence in their own community.”

It’s no wonder, then, that participants awarded the program a 9.56 satisfaction rating (out of a possible 10) in 2024.

Learn more about access to transportation with Uber Health and partnering with OTG

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