Regional transit organizations across the Empire State have come to adapt to new travel pattterns and requirements throughout the pandemic. While some transitions, such as new routes, have had a marginal effect on occasional users, the people who rely on it everyday have a different perspective. 

Daniel Grace has driven for Centro for almost 30 years. A good chunk of that time, he's been thrilled to drive specifically for the Call-A-Bus program.

"Call-A-Bus is a lot more hands on. You know, you really see your help, but what you're doing to me it's more pleasurable. It's not just 'have a nice day and I'll see you when the next time you get on the bus,'" said Grace. 

Grace sees scores of customers a day, not quite at the scale of the larger, fixed route buses, but it puts him in a position to truly connect with this customer base. 

"Now my seniority allows me to be able to do this on a more of a full time basis," said Grace.

Tina Fitzgerald is a 40-year program customer and treasurer of the Centro board. She says Call-A-Bus is one of the programs springing back to life in the later stages of the pandemic, and that recent changes are not only making it safer, but more efficient. 

"[It] used to be, you can only get transport certain days of the week depending on where you live. Now that we match the bus schedule, it gives a lot of people more freedom to be able to work and do what they need to do. Go to doctor's appointments in their community; do what they want to do. It's an amazing system," said Fitzgerald.

Fitzgerald says the majority of program customers are those who need more assistance, making it an essential service for those who would otherwise not have alternatives to get to their appointments.

"We are funded by the state. We're also funded by the federal government. The state gives us the money to run the buses; the federal government pretty much gives us the money to buy buses," said Centro Vice President of Communication and Business Planning Steven Koegel. 

Koegel says the unique customer base and business model is why this program will continue to be prioritized in the city.

"We provide about 9,000 to 10,000 rides a month in Call-A-Bus," saod Koegel.  

For many people, like Denise Madison of Syracuse, this is the only chance for transportation they have. She's a regular customer of Grace's. 

"I do for shopping. I do it for appointments and I also have to visit residents for that as well," said Madison. 

Madison says there were some struggles with the service during the pandemic and there continues to be a driver shortage, but she appreciates the commitment from people like Grace.

"That's a beautiful program to have. I love it and I would hope it'll never give it up because I will keep on riding," said Madison.

"As long as I can wake up in the morning and have strength to get up and be able to perform my job and my duty on a professional level and still being happy doing it, [the] sky's the limit," said Grace.