Connecting Houston Through Paratransit: Michael Andrade's Lifelong Commitment to Accessibility

When a Houston woman finished medical treatment without a scheduled ride home, she feared being stranded. One quick call to METROLift changed everything. A same-day trip was arranged, and she later told Michael Andrade, “You didn’t just get me home, you gave me my day back.” For Andrade, stories like this embody why he has dedicated his career to specialized transit services at Houston METRO.

Andrade’s 35-year career with METRO reflects a deep dedication to accessibility. He has overseen specialized transit services that span paratransit customer service, eligibility, dispatch operations, and contract management at METRO’s Northwest Bus Operating Facility. In 2015, he launched METRO’s curb2curb service, an on-demand innovative service that expanded mobility by connecting neighborhoods to METRO’s bus, rail, and park-and-ride network. Today, that system has grown into five active zones with more on the way, making it easier for seniors, people with disabilities, and families across Houston to access work, school, healthcare, and places of worship.

“Paratransit isn’t just a transportation product; it’s a civil rights commitment under the ADA,” Andrade explained . “For many Houstonians, it’s the difference between isolation and participation.” 

He credits riders themselves with shaping METROLift into one of the most respected services in the nation, saying that feedback and partnership from customers have been central to its growth.

“When transportation is dependable and affordable, healthcare , education, faith, and family move from ‘maybe’ to ‘I’ll be there,’” he said.

Andrade can recall numerous times  his team ensured  paratransit riders were able to move during times of crisis. Most recently, during Hurricane Beryl, operators, dispatchers, and call center employees worked through power outages and closures to ensure dialysis patients and other vulnerable riders could still get where they needed to go.

“This is the level of dedication we see every day from staff. That spirit of teamwork is what makes paratransit succeed in a city as complex as Houston,” he said.

Of course, operating in a city as vast as Houston presents challenges. METROLift services cover 808 square miles of METRO’s 1,300-square-mile service area. Safety, reliability, and accessibility remain top priorities. Through the METRONow plan, METRO is investing in better lighting, increased security, and upgraded technology to ensure paratransit riders experience seamless transfers across the entire network.

The plan is also transforming technology to help riders better interact with transit. METRO recently updated the curb2curb app to include a routing and scheduling platform, which introduces app-based booking, and shifts to real-time scheduling systems that reduce wait times and improve reliability. Curb2curb has also partnered with rideshare services Lyft and Uber to provide rides to customers during high peak hours. These innovations put more flexibility and control directly in the hands of customers. Andrade sees this as a way to build bridges across Houston, giving families more choices and communities more access.

“These are exciting times as we move to upgrade our On-Demand Services. Accessibility starts with universal design and extends through METROLift and curb2curb,” he said. “Families can connect from their neighborhoods into the broader system together, building bridges of accessibility  for communities. Our focus will be in educating the community on how it will benefit them.”

With decades of service behind him and exciting innovations ahead, Andrade remains steadfast in his commitment to ensuring mobility for all. His vision for METROLift and curb2curb services is clear: keep building, keep improving, and keep connecting people to the places and moments that matter most.