Serving 138,000 residents with 1,500 employees, Pasadena chose Crossroads to replace a failing TPA after identifying growing compliance, communication, and accountability risks.
The Challenge: A Vendor Relationship Without Accountability
The Human Resources Department faced persistent issues that put compliance and trust at risk:
- Limited in-person and direct communication
- Delayed responses and lack of transparency
- Pricing that did not reflect delivered services
- Critical failures within the Return-to-Duty process
- A Substance Abuse Professional (SAP) program lacking integrity and federal compliance
The most serious concern was the Return-to-Duty program, where outdated SAP rosters and inconsistent procedures created exposure to federal violations—an unacceptable risk for a public employer. The city needed more than a vendor. They needed a partner.
The Crossroads Difference: Ownership, Integrity, and Compliance
When the municipality transitioned to Crossroads Drug & Alcohol Testing as its TPA, the change was immediate and measurable.
With Crossroads, the city gained:
- Direct access to ownership and knowledgeable staff
- Consistently updated SAP rosters and compliant procedures
- Clear, documented Return-to-Duty workflows
- Responsive communication—by phone, in person, and in real time
- Transparent pricing aligned with actual services delivered
Crossroads didn’t just assume administrative duties—we took responsibility for the integrity of the program.
A Partnership Created for the Long Term
Today, the municipality maintains full confidence in its drug and alcohol testing program across all safety-sensitive departments.
Both parties share a commitment to:
- Mutual accountability
- Regulatory compliance
- Public safety
- Long-term operational stability
This is not a transactional relationship—it is a partnership grounded in trust, accessibility, and shared responsibility.
Why Cities Choose Crossroads
Municipalities choose Crossroads because:
- We act as an extension of your HR and risk management team
- We provide owner-level access—not call centers
- We prioritize compliance over shortcuts
- We fix broken programs, not just administer them
- We build relationships designed to last
For cities, drug and alcohol testing isn’t just policy—it’s public trust.
That’s why this municipality chose Crossroads.