Lincoln residents who use the city’s paratransit service can say goodbye to phone wait times and hello to a new automated voice menu later this month.
Lincoln Transportation and Utilities (LTU) has announced that in mid to late January, StarTran will implement a new phone service for paratransit scheduling and cancellations. The phone service will be available through the regular paratransit phone line and activate during periods of heavy call volume. After hearing an automated voice prompt introducing the StarTran phone service, riders can then make their transit request.
The menu can help callers with scheduling or cancelling trips, checking ride status, or connecting directly with a StarTran dispatcher. If no other patrons are on hold, calls will go directly to a live dispatcher.
Carla Cosier, LTU’s Assistant Director of Transit, said this upgrade follows record numbers of paratransit ridership in Lincoln. In October 2025, StarTran reports 10,180 paratransit boardings, surpassing previous record highs in September and April 2025. Overall, paratransit trips have grown more than 15% in the past year and 23% in the past two years, she said.
“This phone service will help riders schedule or cancel trips quickly, check ride status, and connect with a live person when needed, all while reducing wait times from several minutes to just seconds,” Cosier said in a statement.
The new system also includes data analysis tools. LTU said the data will be used to continue improving services for riders.
For more information on paratransit services such as eligibility criteria, or to download the free VanLNK app, visit lincoln.ne.gov/Paratransit. Eligible riders may call 402-441-7109 to schedule transit service.