2014 Polk County Transportation Disadvantaged Service Plan and Human Service Transportation Coordinated Plan

Transcription

1 2014 Polk County Transportation Disadvantaged Service Plan and Human Service Transportation Coordinated Plan Transportation Disadvantaged Local Coordinating Board Adopted May 12, 2014 Revised and Adopted June 18, 2014 Prepared by:

2 Polk County Transportation Disadvantaged Program PLANNING AGENCY: Polk Transportation Planning Organization ADDRESS: P.O. Box 9005, Drawer TS05 Bartow, FL CONTACT: Diane Slaybaugh, Senior Transportation Planner PHONE: 863/ CTC: Polk County BOCC, Transit Services Division ADDRESS: P.O. Box 9005, Drawer HS09 Bartow, FL CONTACT: Paul Simmons, Director PHONE: 863/

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5 TABLE OF CONTENTS Certification... iii Table of Contents...iv List of Tables... 5 Section 1. Development Plan... 6 Introduction of Service Area... 6 Background of TD Program... 6 Community Transportation Coordinator Designation History... 6 Organization Chart... 7 Consistency Review of Other Plans... 7 Strategies to Address Unmet Needs and Coordination Opportunities... 8 The Coordinated Human Services Transportation Plan... 8 Public Participation... 8 Continuing Activities Service Area Profile and Demographics Service Analysis and Forecasting Transit Demand Goals, Objectives, and Strategies Performance Measures Section 2. Service Delivery Plan OPERATIONS Types, Hours and Days of Service Accessing Services Section 3. Quality Assurance Appendix 1: Complaint & Grievance Procedures Appendix 1a. ACHA grievance and complaint procedures Appendix 2: Client No Show Policy Appendix 3: Acronyms Appendix 4: Glossary of Terms Appendix 5: Organizational chart Appendix 6: Vehicle Inventory Appendix 7: SSPP AND SPP Certification forms Appendix 8: Rate Calculation Model Appendix 9: Memorandum of Agreement Appendix 10: Forecast of Paratransit Services Demand Model HUMAN SERVICE TRANSPORTATION COORDINATED PLAN iv

6 LIST OF TABLES Table 1. Population Characteristics Table 2. Population Trends for Cities, Towns, and Unincorporated Areas Table 3. My Ride Plan Priorities Table 4. TD Program Performance Measures Table 5. Contract Providers Table 6. Transportation Disadvantaged Trust Fund Service Rates Table 7. Flat Rates Table 8. Bus Fares Table 9. Bus Passes HUMAN SERVICE TRANSPORTATION COORDINATED PLAN 5

7 SECTION 1. DEVELOPMENT PLAN Introduction of Service Area Background of TD Program Pursuant to Chapter 427, Florida Statutes, the purpose of the Commission for the Transportation Disadvantaged (CTD) is to arrange for the provision of transportation services to the transportation disadvantaged. In accomplishing this, the CTD approves a Community Transportation Coordinator (CTC) for each service area of the state. The CTC is responsible for certain requirements regarding the arrangement of costeffective, efficient, unduplicated, and unfragmented transportation disadvantaged services within its respective service area. The contractual administration for transportation disadvantaged services by a CTC is accomplished through a Memorandum of Agreement (MOA) between the CTD and the CTC. The MOA is a contract through which the CTD delineates the statewide minimum standards and requirements by which the CTC must operate. An important component in the delivery of services is the Transportation Disadvantaged Service Plan (TDSP). The TDSP is developed by the CTC and the planning agency under the guidance and approval of the local coordinating board (LCB). The plan is an annually updated tactical plan with components of development, service and quality assurance. Through the local LCB's involvement in the review and approval of the TDSP the LCB is able to guide and support the CTC in implementing coordination efforts or locally developed service standards that are consistent with the needs and resources of the community. Community Transportation Coordinator Designation History The Polk County Board of County Commissioners (BoCC) Transit Services Division serves as the CTC for Polk County. The BoCC was originally recommended as the CTC on October 25, 1990 and the Florida CTD approved the designation with an effective date of December 6, The BoCC has been designated as the CTC through a Memoranda of Agreement (MOA). The most recent MOA approved by the Commission Board on January 1, 2012 designates the BOCC as the CTC for a period of five (5) years through December 31, The Polk Transportation Planning Organization (TPO) serves as the designated planning agency for the Transportation Disadvantaged (TD) Program in Polk County. As such, the TPO is responsible for developing the TDSP and conducting an annual evaluation of the CTC. The CTC uses a partial brokerage system to coordinate transportation. Transportation operators are contracted through a Request for Qualifications (RFQ) process with the CTC setting the minimum criteria for interested parties to become part of the system. Operators responding to the RFQ indicate that they meet the minimum requirements and agree to provide trips for no more than the maximum rates set forth in the RFQ. The CTC also contracts with agencies that have vehicles for the primary purpose of transporting their own clients. These trips are also part of the coordinated system. Polk County has three transit systems that provide fixedroute services the Polk County Transit Services Division (PCTS), the Lakeland Area Mass Transit District (LAMTD) and Winter Haven Area Transit (WHAT). PCTS and LAMTD are the transit HUMAN SERVICE TRANSPORTATION COORDINATED PLAN 6

8 service operators for the WHAT system. In order to provide cost effective and efficient transportation, the CTC seeks to ensure that TD trips with origins and destinations in the areas served by these transit systems are provided by the fixed route service for clients able to access the fixed routes. Under the Polk County TD program, clients contact the CTC, which schedules a trip utilizing Trapeze scheduling software, with a provider available in the area at the time of the request. To ensure a trip reservation, requests for service must be received from the client or client s care provider at least 72 hours in advance. This allows ample time to authorize the trip and determine the most appropriate method of delivery. If the schedule permits, requests made for service less than 72 hours in advance may be granted. Same day service may also be available for access to or from urgent care. Organization Chart The organizational chart for the Polk County Community Transportation Coordinator may be found in the Appendix of this report. Consistency Review of Other Plans Countywide Transit Planning In Polk County there is growing demand for TD services. Though there has been an increase in the cost, particular fuel and labor cost, there has not been an adequate financial support for the TD program. The county s large land area, geographically concentrated medical and social services and increasing congestion on main roads increases trip time, makes scheduling more difficult and causes the cost per trip to rise. The CTC has responded to these circumstances by implementing a realtime dispatch, routing, and scheduling system, in an effort to enhance operations, coordination efficiencies and costeffective delivery of services. Pertinent portions of the following plans have been reviewed and this Transportation Disadvantaged Service Plan is consistent with the referenced plans. Polk County 2060 Transportation Vision Plan Polk Consolidated Transit Development Plan My Ride Polk Transportation Planning Organization 2035 Mobility Vision Plan (Long Range Transportation Plan) Polk County Transportation Improvement Program The Polk TPO regular conducts related transit studies that assist in identifying transportation barriers and issues for the transportation disadvantaged population. Recent completed studies include the Livable Polk Transit Memos which consisted of three parts: Aging in Place Connecting Polk County s Seniors to Transit HUMAN SERVICE TRANSPORTATION COORDINATED PLAN 7

9 Transit Making Housing More Affordable Neighborhood Mobility Audits (Case studies in underserved areas) Also, Polk Vision has taken an active role in seeking coordinated transportation solutions, recognizing that it is a quality of life issue for the residents of Polk County. STRATEGIES TO ADDRESS UNMET NEEDS AND COORDINATION OPPORTUNITIES The Coordinated Human Services Transportation Plan In June 2012, Congress passed Moving Ahead for Progress in the 21 st Century (MAP 21), a reauthorization of the Surface Transportation Act. The Act requires the development of a coordinated human services transportation plan in order to be eligible for certain federal funds. Coordination will enhance transportation access and minimize duplication of services within Polk County. This plan will cover Polk County, Florida, and is designed to improve transportation services for persons with disabilities, older adults and individuals with lower incomes and meet transportation gaps in service to all residents of Polk County. This plan is part of the Polk Consolidated Transit Development Plan My Ride, and an ongoing process between Polk County Transit Services, Polk Transportation Planning Organization, Winter Haven Area Transit and the Lakeland Area Mass Transit District. MAP21 requires that the Coordinated Public TransitHuman Service Transportation Plan be developed through a local process that includes representatives from public and private transportation providers, human service agencies, interested parties, and the general public. To comply with the requirement for coordination, Polk County Transit Services (PCTS) staff developed and hosted a countywide meeting to give the general public as well as local nonprofit human services organizations, all reasonable opportunities for their input on the development of the plan. Senior Planners from the Polk County Human Services Department and the Polk Transportation Planning Organization (TPO) were chosen to write the final report. Successful coordination of transportation services depends on an effective planning process that establishes a clear vision and sets goals and objectives. The Polk County Human Services Transportation Plan has three parts: 1. Inventory of existing transportation resources 2. Identification of service gaps/barriers 3. Priorities for funding review Public Participation The identification of service gaps/barriers to services and solutions to the unmet needs is an ongoing process. To obtain public input and meet the criteria for public input in the development of the Human Services Coordination Transportation Plan, countywide HUMAN SERVICE TRANSPORTATION COORDINATED PLAN 8

10 formal and informal meetings were held with different agency representatives, advocates who work with various population groups, people with disabilities, and County officials. Communication and input was received during the following meetings: Transportation Summit A day long workshop was attended by over 170 individuals, a diverse group of stakeholders included transportation providers, government, planners, and state agencies. A special presentation was given by Jo Ann Hutchinson, the United We Ride Coordination Ambassador with the National Resource Center for Human Services Transportation Coordination, administered by the Community Transportation Association of America. Ms. Hutchison provided national updates and facilitated the afternoon sessions where groups met and an action plan was developed. Open group discussions were held so that all stakeholders and general public participants could share their views and experiences. A draft Action Plan was developed on what areas have been done well and what areas need to be done in the following categories: 1. Making Things Happen By Working Together 2. Taking Stock Of Community Needs And Moving Forward 3. Putting Customers First 4. Adapting Funding For Greater Mobility 5. Moving People Efficiently Priorities Lead Responsibility Timeline Extend FixedRoute Polk Transit Authority Three to Five Years Hours More Stops Polk Transit Authority Three to Five Years Extend Service for Rural Polk Transit Authority Three to Five Years Areas (East Four Corner area) Incentives for Taxi Companies Services outside city PTA Three to Five Years limits for demonstrated need (survey) Advocacy Volunteer Faithbased Three to Five Years Drivers Bus Passes None provided No timeline established Use School/Church None provided No timeline established buses Transportation PTA Ongoing Disadvantaged ADA Services Expansion PTA Ongoing Obtain additional grants PTA Ongoing Connection to other counties PTA Transportation Partners HUMAN SERVICE TRANSPORTATION COORDINATED PLAN 9

11 Polk County Transportation Planning Organization Lakeland Area Mass Transit District Independent Community Transport Southeast Christian Assembly Transportation Peace River Center for Personal Development, Inc. Alliance for Independence Passenger and Advocacy Groups West Central Florida Area Agency on Aging American Cancer Society Polk County Coalition on Aging Think Tank Tampa Lighthouse for the Blind Human Service Partners and Others United We Ride Community Transportation Association of America Polk Vision United Way CareerSource Polk Volunteer Resource Center Faith in Action in Lakeland Elderpoint Ministries Tampa Lighthouse for the Blind Citizens Transit Advisory Committee Polk County Veteran Services Continuing Activities Since the Transportation Summit, PCTS has continued to work closely with the community partners and FDOT for New Freedom funding in developing a coordinated volunteer drive program designed to provide transportation services to seniors and persons with disabilities. A 10member Steering Committee was formed and monthly meetings were held. This Steering Committee developed statements of mission, vision, and values for a countywide, coordinated volunteer transportation program. The administrative and financial responsibilities of the program were transferred from PCTS to the selected nonprofit lead agency, ElderPoint Ministries, which was selected through a competitive RFP process in As part of the 2012 major update to the Polk Consolidated Transit Development Plan (My Ride), a Transit Forum was held on April 24, 2012, which was similar to the one held in There were over 100 attendees with the keynote speakers being Dr. Eileen Holden, Polk State College, and Mr. Steve Holmes, Executive Director of the Florida Commission for the Transportation Disadvantaged. Again, breakout sessions were held to identify gaps, barriers, and challenges to coordinated transportation in Polk County. HUMAN SERVICE TRANSPORTATION COORDINATED PLAN 10

12 In addition, public outreach efforts included thirtyone formal and informal listening sessions held throughout the county to garner public input into the development of transportation needs in Polk County. Over 1,000 surveys were collected and public comments were incorporated into the transportation needs assessment for the My Ride Plan. Service Area Profile and Demographics Land Use Polk County is located in the center of Florida, 35 miles west of Orlando and 25 miles east of Tampa. It is bordered on the north by Lake and Sumter counties, on the south by Hardee and Highland counties, on the west by Hillsborough and Pasco counties, and on the east by Osceola County. Covering 2010 square miles, it is the fourth largest county in land area in the state, which is larger than the state of Rhode Island. Providing coordinated transportation is challenging because of the large land area and uneven and generally concentrated locations of medical/social services and employment opportunities. Although nonhospital medical care is provided at clinics in almost every community, the larger hospital facilities are located only in Lakeland, Bartow, Winter Haven, and Haines City. Specialized medical services are limited and there are no veterans hospitals. As a result, it is often necessary to transport clients needing specialized services to the Tampa or Orlando areas. The average length of a trip to these areas is 5060 miles (one way). Population According to the U.S. Census, the total population for Polk County was 602,905 in The 2013 estimate is 623,009, an increase of 3.5%. There are 17 incorporated municipalities in Polk County. Cities with a population of more than 10,000 in 2010 include the Lakeland, Winter Haven, Bartow, Haines City, Lake Wales, and Auburndale. Table 1 shows the population levels for Polk County and Florida. The county population increased from 483,924 in 2000 to 602,905 in 2010, a growth of 24.4 percent over the 10year period. It should be noted that the population growth of Polk County outpaced the population growth of Florida by 6.8 percent in A similar trend is true for growth in the number of households and the number of workers. Although Polk County surpassed Florida in terms of population density growth, the 2010 Polk County population density was still nine percent less than that of the state. Table 2 presents population and population change data between 1990, 2000, and 2010 for incorporated and unincorporated areas in Polk County. Davenport, Haines City, and Dundee experienced the top three population changes between 1990 and 2010, with 88.9 percent, 75.8 percent, and 59.2 percent, respectively. From 1990 to 2010, the population growth rate of incorporated municipalities (38.8%) exhibited a slower increase than the population growth rate of the unincorporated area (55.4). Minority Population HUMAN SERVICE TRANSPORTATION COORDINATED PLAN 11

13 When compared to Florida, Polk County s minority and nonminority populations are nearly the same as the state average. Polk County s minority population is 24.9 percent while the state of Florida is 25.0 percent. Age Distribution The age distribution of Polk County is similar to the age distribution of Florida as a whole. The transitdependent population cohort, persons under 18 years old and persons 65 years old and over, represents 48 percent of the total population in Polk County in Table 1. Population Characteristics % Change Population Data ( ) Polk Florida Polk Florida Polk Florida County County County Persons 483,924 15,982, ,095 18,801, % 17.63% Households 187,233 6,337, ,485 7,420, % 17.09% Number of Workers (employed) 194,695 7,221, ,903 8,159, % 12.99% Land Area (square miles) 1, , , , % 0.00% Water Area (square miles) 135,.3 11, , % 2.58% Persons per Household % 0.40% Workers per Household % 3.51% Person per Sq. Mile of Land Area % 18.29% Workers per Sq. Mile of Land Area % 13.59% Table 2. Population Trends for Cities, Towns, and Unincorporated Areas Municipality % Change ( ) % Change ( ) % Change ( ) Auburndale 8,858 11,032 13, % 22.4% 52.5% Bartow 14,716 15,340 17, % 12.8% 17.5% Davenport 1,529 1,924 2,888 n/a 50.1% 88.9% Dundee 2,335 2,912 3, % 27.6% 59.2% Eagle Lake 1,758 2,496 2, % 9.7% 28.3% Fort Meade 4,976 5,691 5, % 1.1% 13.1% Frostproof 2,808 2,975 2, % 0.6% 6.6% Haines City 11,683 13,174 20, % 55.9% 75.8% Highland Park n/a 5.7% n/a Hillcrest Heights n/a 4.5% n/a Lake Alfred 3,622 3,890 5, % 31.2% 40.9% Lake Hamilton 1,128 1,304 1, % 7.0% 7.5% Lake Wales 9,670 10,194 14, % 39.5% 47.1% Lakeland 70,576 78,452 97, % 24.2% 38.0% Mulberry 2,988 3,230 3, % 18.2% 27.7% Polk City 1,439 1,516 1, % 3.0% 8.5% Winter Haven 24,725 26,487 33, % 27.9% 37.0% Incorporated 163, , , % 25.1% 38.8% Unincorporated 242, , , % 24.3% 55.4% Total 405, , , % 24.6% 48.7% Standard of Living HUMAN SERVICE TRANSPORTATION COORDINATED PLAN 12

14 From , the per capita money income in past twelve months (2012 dollars) was $21,674 for Polk County and $26,451 State of Florida. The Median household income for this same period was $43,606 for Polk while the state average was $47,309. Poverty Level Based on historical analysis combined with shortterm projects, the number of families and female heads of household living below the poverty level increased an average 1.5% annually since The total percentage of families that are below the poverty levels has risen to 17.5% in the county which is above the state percentage at 15.6%. The U.S. Census Bureau s 2004 American Community Survey Profile for Polk County illustrates that approximately 34.5% of families with female head of households are below the poverty level and 54% of those households have children under the age of 5 years. In 2013, the Brookings Institute published, Confronting Suburban Poverty in America by Elizabeth Kneebone and Alan Berube. In their study it was reported that Polk County ranked seventh in the Nation (entire United States), at 17.7% in the highest suburban poverty rates as of When a local reporter asked what attributed to Polk being ranked so high nationwide, the Brookings Institute stated it was primarily due to the lack of public transportation and transportation options within the county. Health Insurance The Quality of Life in Polk County, A Needs Assessment, 2003, University of South Florida, estimated that based on the pattern of Polk County s demographics compared to the state, the number of uninsured may be as high as 25%. Although this figure is probably high, a conservative estimate is that 16% of the children and 23% of the adults, approximately 100,000 people, have no health insurance. This section will be updated when the effects of Obamacare can be fully assessed. To date, Florida leaders have rejected federal money which has to be used for expansion of the Medicaid program, which has severe ramifications to the state budget in Florida. Education In , the graduation rate was 65.7% compared to Florida s 69.0%.³ For the period of persons age 25+ (82.1%) were high school graduates or higher degree compared to 51.7% in the U.S. and 18.2% had a Bachelor s degree or higher compared to the U.S. at 24.4%. 1 Employment ¹ US Department of Commerce, Bureaus of Economic Analysis ² Ibid ³ Florida Department of Education web site 1 Central Florida Development Council, Florida Agency for Workforce Innovation HUMAN SERVICE TRANSPORTATION COORDINATED PLAN 13

15 In 2010, the percentage of population 16 years of age and older in the labor force was at 58.2 percent compared to the state average of 60.4 percent. The percent of labor force employed is 85.7 percent for Polk County with the state at 86.1percent. It should be noted, however, that the unemployment rate in Polk County was 14.3 percent in 2010 which is higher than the state average at 13.9 percent. Major Trip Generators and Attractors Polk County contains several types of facilities that serve as trip generators and attractors. Trip generation centers have historically centered close to nursing homes, assisted living facilities, and highdensity residential developments including traditional apartment complexes and lowincome subsidized housing developments. There are fortyeight (48) nursing homes and assisted living facilities, and fiftytwo (52) apartment complexes in the county. Trip attractors include medical complexes, shopping facilities, and two theme parks. Medical complexes include five area hospitals, three of which are regional medical centers. There are also four (4) medical groups that operate twentysix (26) individual locations throughout Polk County. The four medical groups are Clark & Daughtry Group, Bond Clinic, Gessler Clinic, and Watson Clinic. These groups have major and satellite facilities in Lakeland, Bartow, Winter Haven, Haines City, and Lake Wales. Three major shopping facilities are located in Polk County and include the Lakeland Square Mall, Lakeside Village, and the Eagle Ridge Mall. The two theme parks in Polk County include Legoland (opened in the fall of 2011) in Winter Haven and Fantasy of Flight in Polk City. Inventory of Available Transportation Services As described in the Consolidated Transit Development Plan, Polk County has three transit systems that provide fixedroute services. Polk County Transit Services (PCTS), the Lakeland Area Mass Transit District (LAMTD) and Winter Haven Area Transit (WHAT). PCTS and LAMTD are the transit service operators for the WHAT system. Polk County first implemented public transportation services in 1975 to provide transportation to the Polk General Hospital in Bartow, Florida for residents who were unable to obtain transportation to the facility. In 2000, the Board of County Commissioners approved the transformation of the system to provide public transportation to underserved areas of Polk County. In the early 1980 s, PCTS became involved in the coordinated transportation disadvantaged services program. In the 1990 s, PCTS became the Community Transportation Coordinator (CTC) for the County. In order to provide cost effective and efficient transportation, the CTC seeks to ensure the Transportation Disadvantaged (TD) trips with origins and destinations in the areas served by these transit systems are provided by the fixed route service for clients able to access the fixed routes. The CTC uses a partial brokerage system to coordinate transportation. Transportation operators are contracted through a Request for Qualification process with the CTC HUMAN SERVICE TRANSPORTATION COORDINATED PLAN 14

16 setting the minimum criteria for interested parties to become part of the system. The CTC also contracts with agencies that have vehicles for the primary purpose of transporting their own clients. These trips are also part of the coordinated system. Polk County has provider agreements or contracts with: Independent Community Transport (ICT) forprofit provider serving anyone eligible Peace River Center (PRC) nonprofit provider serving the mentally ill Southeast Christian Assembly Transportation (SCAT) nonprofit serving anyone eligible Under the Polk County TD program, clients contact the CTC, which schedules a trip with a provider available in the area at the time of the request, utilizing Trapeze Scheduling Software. To ensure a trip reservation, requests for services must be received from the client or the client s care giver at least 72hours in advance. This allows ample time to authorize the trip and determine the most appropriate method of delivery. If the schedule permits, requests made for service less than 72 hours in advance may be granted. Same day service may also be available for access to or from urgent care. The Lakeland Area Mass Transit District (LAMTD) was created in 1980 by County Ordinance and approved by public referendum with the purpose of providing transit services in the Lakeland, Florida urbanized area. Services began in LAMTD is an independent transit authority which has been expanded to serve Pierce, Bradley, Pinedale and Mulberry areas over the past few years based on several successful referendums in those areas. LAMTD s routes serve portions of the City of Lakeland, with connections to Auburndale and Bartow. The service area covers approximately 77 square miles and a service area population of 110,000 individuals. Winter Haven Area Transit (WHAT) was established in 1997 through an Interlocal agreement between the City of Winter Haven and the Polk County Board of County Commissioners. Under the Interlocal agreement, Polk County serves as the administrative agent and the PCTS Director acts as the project manager. The following is a list of private transportation service providers operating in Polk County: Independent Community Transport Southeast Christian Assembly Transportation Peace River Center Imperial Cab Checker Cab NeedaRide Yellow Cab Luxury Cab Affordable Transport HUMAN SERVICE TRANSPORTATION COORDINATED PLAN 15

17 Burd s HandiVan H & H Transport Hughes Transportation Big Herb s Taxi and Shuttle Angel Taxi Trinity Nonemergency Transport, Inc. Special T Transport Angel Medflight Worldwide Air Ambulance Freedom Medical Transport American Ambulance Fare Way Transportation Service Analysis and Forecasting Transit Demand The Center for Urban Transportation Research (CUTR) developed the initial TD population forecasts for Polk County using their Methodology Guidelines for Forecasting TD Transportation Demand at the County Level in 1993 which was based on 1990 U.S. Census data. In 2013, this methodology was updated to assist Florida transportation planners in projecting the TD population and demand forecasts using current data sources that capture changing population characteristics that influence transportation demand. Using the threeyear estimates from the American Community Survey, U.S. Census, the general TD population projection for Polk County is 229,695, or 38.7% of the total population. Based on the input as stated above, 86% of the low income, nondisabled population without auto access also does not have access to public transit (16,642 individuals). This group is reliant on other means of transportation for 31,603 daily trips. The TD population with critical needs due to severe disabilities (critical need TD population) of 20,618 could be expected to make 1,010 daily trips. Combined, the estimated total daily demand for critical need TD trips in Polk County is 32,613 trips. The completed data charts may be found in Appendix 10 of this report. Polk County Public Transportation System Analysis The TDSP was developed with an emphasis on addressing recommendations from the Polk County Public Transportation System Analysis (a.k.a. Countywide Transit Study ). The Countywide Transit Study was created for the Polk Transportation Planning Organization (TPO). The study findings and recommendations will have a substantial impact on transportation disadvantaged service planning since they will guide the future of public transportation in Polk County. Based on the review of base data, transit services, and public and agency comments, the study developed the following statement of transit service needs. HUMAN SERVICE TRANSPORTATION COORDINATED PLAN 16

18 Polk County is an urbanizing county with over 70 percent of the county s population residing in the Lakeland and Winter Haven Urbanized Areas, though substantial portions of the county are expected to remain rural in character. Polk County s location between the Tampa Bay and Orlando metropolitan areas creates a need to address connections to adjacent transit systems. An appropriate mix of transit services is needed to serve and connect urban, suburban, and rural areas of the county. Transit services in Polk County are provided by three separate and individual systems. This fragmented approach limits the continued development of an effective and efficient countywide transit system. It has resulted in the potential for redundant administrative and operational functions, a complicated web of transit roles and responsibilities for local governmental bodies, and transit services that are overly constrained by the jurisdictional boundaries and funding sources for each of the three systems. Cross county transit trips require extremely long travel times and transfers between two or three different systems, making transit an unattractive choice to meet the countywide mobility needs of residents. There is a continuing need to improve the efficiency and effectiveness of recently implemented transit services, especially those that serve the more rural areas of the county. For many service initiatives deemed to be successful, the lack of a stable and longterm source of local funding may jeopardize the continuation of the newly implemented transit services. The statement of transit needs formed the basis for the development of short and longrange plans for public transportation services in Polk County. The plans identified the potential revenue shortfalls to maintain the existing services, the revenue shortfalls for the planned expansion of services in the short, mid, and longterm, and identified and evaluated potential funding strategies to support the expansion of transit services. The analysis also assumed the establishment of a Polk Transit Authority (RTA) and the consolidation of existing transit service providers. System Consolidation A Polk County Regional Transportation Organization (RTO) Board was established in The transit stakeholders in Polk County established the RTO to develop and implement a strategy for the transition to a regional, or countywide, transportation authority. The RTO s major responsibility was to create the Polk Transit Authority (PTA) by Legislation to form the PTA passed successfully in the 2007 legislature and Governor Crist signed the Authority into law on June 27, This allowed for strategy development and implementation of alternative local funding sources when federal transit operating funds cease due to the release of Census 2010 data in The population numbers released in the 2010 Census indicate that both the Lakeland and Winter Haven urbanized areas now exceed 200,000 in population, 262,596 and 201,289 respectively. Urbanized areas that exceed 200,000 in population are no longer eligible for federal transit operating funds as they shift to capital only. Under either existing law or special state legislation, the PTA in Polk County will provide countywide transit services by consolidating existing providers, coordinate with other regional providers, and provide the potential for a longterm and stable source of transit funding. The Polk Transit Authority Board has been seated and meets on a monthly basis. In 2010, the Polk County Board of County Commissioners (BOCC) placed a referendum on the general election ballot which would provide a halfcent sales tax through the Charter County System Surtax to fund transit projects. Unfortunately, this effort was HUMAN SERVICE TRANSPORTATION COORDINATED PLAN 17

19 unsuccessful and with constrained funding looming over the existing transit agencies, this will have an impact on the delivery of fixedroute services within Polk County which ultimately will have a profound impact on paratransit services in the coordinated system. The Polk BOCC has approved a ballot initiative (My Ride, My Roads) for the fall of 2014 for a onecent sales tax to be split equally between transit projects and road projects. If successful, the BOCC would repeal the one mill for roads ad valorem tax currently in place, and the Lakeland Area Mass Transit District would no longer levy a half mill within their district boundaries. The expansion of transit services throughout Polk County would undoubtedly have a positive impact on the paratransit services in the coordinated system. Public Transportation Improvement Program The following Polk transit service improvements outlined in the Polk County Consolidated Transit Development Plan (TDP) known as My Ride will enhance the effectiveness and efficiency of community transportation coordination. Their implementation will be actively supported by the CTC. Name Maximize existing service efficiency and resource utilization Implement premium bus services Implement new Rural Services Expand countywide public transportation options Continue expansion of common transit marketing and branding Table 3. My Ride Plan Priorities Description OPERATIONS Improve ridership levels for every unit of service provided is a major goal for Polk Transit. Premium bus services include express bus and BRT type services. Five express routes and one highfrequency premium (BRT) route are included in the My Ride Plan. Several new services are proposed in the My Ride Plan that are designed and scaled to meet the unique transportation needs in the rural parts of the county. Services include flex and callandride services. Six flex and six callandride routes are proposed as funding allows. Countywide public transportation options include services that are not considered traditional bus services. Options include vanpool/carpool services, community transit options and the taxi access program. Marketing and public education are perhaps the most difficult tasks for public transportation systems primarily due to lack of available resources. The two agencies will continue working to integrate the common marketing and branding tools recently developed for Polk Transit (PT). CAPITAL AND INFRASTRUCTURE HUMAN SERVICE TRANSPORTATION COORDINATED PLAN 18

20 Name Replace aging vehicle fleet with vehicles that use environmentally friendly propulsion technology Improve stop amenities and infrastructure Construct new satellite maintenance facilities Build new parkandride facilities Description Timely replacement of the aging fleet will ensure fewer breakdowns and save on maintenance costs. Feedback gathered through the public involvement process indicated a strong desire by system users to improve transit stop infrastructure and amenities. This will require the development of a Passenger Amenities Program that will inventory and prioritize bus stop enhancements throughout the entire system. The My Ride Plan includes a number of new service improvements targeted to all parts of the county, both urban and rural. This expansion will increase the peak vehicle requirement. Four lightduty maintenance facilities and included in the plan. Parkandride facilities will be used primarily to support the proposed express bus services in the My Ride Plan. Goals, Objectives, and Strategies The five goals identified by the Polk County Transportation Disadvantaged Local Coordinating Board help guide the program towards producing a more efficient and effective coordinated transportation system for the disadvantaged population of Polk County. Goal 1. Enhance the availability of transportation services to meet the mobility needs of transportation disadvantaged persons. Objective 1.1 Maximize transportation resources by using contract operators under a partial brokerage system and encouraging clients the use of fixedroute systems. Policy 1.1.1: Initiate Requests for Qualification/Requests for Proposal to acquire additional contract operators as necessary. Policy 1.1.2: Maintain agreements with all transportation operators participating in the trip brokerage system. Policy 1.1.3: Maintain performance standards for monitoring contract operators. Policy 1.1.4: Require clients who live within threequarters of a mile of a fixed route and able to access and utilize a transit bus to use the fixedroute service. Policy 1.1.5: Coordinate intercounty transportation disadvantaged services with surrounding counties. Goal 2. Provide transportation disadvantaged services in a costeffective and efficient manner. HUMAN SERVICE TRANSPORTATION COORDINATED PLAN 19

21 Objective 2.1 Evaluate Open Brokerage of DoortoDoor Trips in the Urban Transit Service Area (UTSA) Policy 2.1.1: The CTC will coordinate with the Polk Transit Authority (PTA) to conduct an evaluation of potential cost savings and service efficiencies of brokering ADA or other paratransit trips within the UTSA including those in the LAMTD and WHAT service areas on a minimum cost basis. Objective 2.2 Evaluate Centralized Scheduling and Dispatch of All DoortoDoor Trips Policy 2.2.1: The CTC will coordinate with the PTA to conduct an evaluation of providing scheduling/dispatch of all doortodoor trips under a central system using Trapeze advanced scheduling software system. Policy 2.2.2: Reduce the noshow rate by consistently enforcing the noshow policy. Objective 2.3 Evaluate Establishing a Garage/Maintenance Facility in East Polk Area Policy 2.3.1: The CTC will coordinate with the PTA to evaluate establishing a garage/maintenance facility in East Polk County for buses, paratransit vans, and other public transit vehicles as needed. Goal 3. Improve public awareness of the Transportation Disadvantaged Program. Objective 3.1 Participate in Implementing a Common Marketing Plan for Seamless Fixed Route Transit and Paratransit Services Policy 3.1.1: The CTC will work jointly with the PTA on the development, production, and distribution of a single transit system map for customers indicating how the routes relate to each other and a new Ride Guide explaining how to access all of the fixed route and paratransit services in Polk County. Policy 3.1.2: The CTC shall serve as a clearinghouse for information about services and funding sources for the transportation disadvantaged. Policy 3.1.3: Provide presentations to inform the public about the Transportation Disadvantaged Program. Policy 3.1.4: Distribute the new Ride Guide and other print material explaining the transportation disadvantaged program and other public transit services. Goal 4. Provide transportation services in a safe and reliable manner. Objective 4.1 Require that transportation operators provide safe, reliable and courteous service. Policy 4.1.1: Ensure that all transportation operators maintain a System Safety Program Plan pursuant to Section , F.S. and Rule 1490, FAC. Policy 4.1.2: Ensure that all contracted operators provide adequate passenger assistance training for their drivers. Policy 4.1.3: Use realtime demand responsive scheduling and dispatching system to ensure trips are provided on time. HUMAN SERVICE TRANSPORTATION COORDINATED PLAN 20

22 Policy 4.1.4: Monitor the CTC s routing, scheduling, and dispatching operations. Policy 4.1.5: Maintain standards to promote courteous service and monitor customer satisfaction. Policy 4.1.6: Monitor transportation operators to ensure a reliable and adequate fleet of vehicles is maintained for the coordinate system. Goal 5. Ensure program accountability by collecting and reporting system and provider data in an accurate and timely manner. Objective 5.1 Document compliance with procedures, rules and regulations established by the Commission for the Transportation Disadvantaged and the Florida Legislature. Policy 5.1.1: Produce an Annual Operating Report (AOR) that meets State standards. Policy 5.1.2: Complete an annual evaluation of the Community Transportation Coordinator and the Coordinated System that includes an evaluation of the standards and performance measures adopted by the Coordinating Board. Policy 5.1.3: Provide a report at each Coordinating Board meeting outlining the activities and accomplishments relative the TDSP Goals, Objectives and Policies. Performance Measures The performance measures are derived from the Polk Transportation Disadvantaged Program s goals, objectives, and policies and provide the basis for an annual evaluation of the Community Transportation Coordinator. Table 4. TD Program Performance Measures Performance Measure Previous Target New Target (2013) Potential TD Population Served At least 9% At least 9% Percent of Trips on FixedRoute At least 25% At least 25% Average Cost per Trip No greater than No greater than $14.60 $19.00 Average Cost per Paratransit Trip No greater than No greater than $19.10 $29.00 Accidents per 100,000 Vehicle Miles (Paratransit) No more than 1.2 No more than 1.2 Accidents per 110,000 Vehicle Miles (FixedRoute) N/A No more than 1.0 Vehicle Miles between Road Calls (Paratransit) At least 30,000 At least 30,000 Vehicle Miles between Road Calls (FixedRoute) N/A At least 10,000 Complaints per 1,000 Paratransit Trips No more than 2.0 No more than 2.0 HUMAN SERVICE TRANSPORTATION COORDINATED PLAN 21

23 OnTime Performance At least 90% At least 90% HUMAN SERVICE TRANSPORTATION COORDINATED PLAN 22

24 SECTION 2. SERVICE DELIVERY PLAN OPERATIONS Types, Hours and Days of Service Polk Transit s Regional Mobility Call Center, a onecall, oneclick center for mobility options is located at 1290 Golfview Avenue, 2 nd floor, Bartow, FL The contact phone numbers are 1855POLKBUS, , or Telephone reservations can be made from 6:30 a.m. 5:00 p.m. on weekdays, and on Saturdays from 8:00 a.m. 4:00 p.m. Customer service is available from 6:00 a.m. 0 6:30 p.m. weekdays, and Saturdays from 6:30 a.m. 4:30 p.m. Accessing Services The CTC maintains a partial brokerage system. Service is provided Monday Saturday from 5:00 a.m. to 6:00 p.m. Sunday service is available on a prearranged case by case basis only. Reservations should be made a minimum of 72 hours in advance and may be made up to 7 days in advance. After hours assistance is available through an answering service. Doortodoor TD service is provided for ambulatory and wheelchair passengers. The service is provided by Polk County Transit Services (PCTS), the School Board, one forprofit operator, and two nonprofit organizations. Subscription trips will be allowed on a firstcome, firstserved basis, to the extent of scheduling availability. No waiting list will be maintained for services. ADA trips may be scheduled by close of business one (1) day in advance of the requested trip date. All trips may be scheduled up to 7 calendar days in advance. PCTS trips may be scheduled one (1) business day in advance. Please call no later than Saturday for Monday, or one (1) day before a holiday for the service the day after a holiday. All other trips require a minimum of 72 hours advance scheduling. Out of area trips will only be provided to the requested service areas on the days that transportation is provided to the specific service area (See Out of Area Transport Policy). The LAMTD and PCTS are joint operators for the WHAT fixed route service. The LAMTD provides its own ADA complementary paratransit service in the Lakeland area and PCTS provides this service for WHAT fixedroutes. All doortodoor service is now branded as PT Connect (formerly Handy Bus and Polk County Transit). Scheduling for all PT Connect Services is handled through Polk Transit s Regional Mobility Call Center. It is the sole responsibility of the applicant, or responsible party representing the applicant, to apply or reapply for transportation program eligibility, including ADA in a timely manner to qualify for service or avoid service delays or interruptions. All forms and assessments must be completed thoroughly. Expiration dates are clearly noted on identification cards. Please allow minimum processing time of 1421 days for applications. Notification will be forwarded to the applicant via the regular US mail. HUMAN SERVICE TRANSPORTATION COORDINATED PLAN 23

25 Transportation Disadvantaged eligibility will be based on information presented by the applicant to determine the need for services to those individuals who, because of physical or mental disability, income status, or age, are unable to transport themselves or to purchase transportation and are therefore dependent on others to obtain access to medical, medicalrelated, or other life sustaining assistance. The rider s fee will be determined based on household economic status using a sliding scale. The minimum rider s fee is $2.00 per one way trip. See additional information under Eligibility Determination for NonSponsored Trips. PCTS has the right to require additional information as deemed necessary before making a final decision on eligibility. Additional information may be requested in the form of a functional assessment by a qualified facility. Clients are instructed to schedule trips during identified off peak hours whenever possible. Trips to outofcounty facilities are scheduled in multiloaded vehicles and may be scheduled on specific days and times of the week for different geographic areas. The CTC s policy is that requests for TD services are to be received at least seventytwo hours prior to the date service is needed. However, consideration is given to any request made at any time, depending on availability. In accordance with the NoShow Policy, the CTC will notify habitual noshow clients that they may be suspended from service delivery. General Public (FTA 5311) Policy The Community Transportation System is open to the general public through the receipt of Federal Transit Administration (FTA) 5311 operating grant funds. The FTA requires that trips paid for with these funds be scheduled on a firstcome, firstserved basis. The CTC provides this service in the rural areas of Polk County through the rural, fixedroutes 25 and 35. The general public may also access the system by calling the Coordinator s local access number or tollfree number. Once the funds for the month have been depleted, the general public may only access the system by personally paying the fully allocated cost per trip if there is vehicle seating/capacity for the trip request. Those persons who meet eligibility for trip requests under the Transportation Disadvantaged trip eligibility/trip prioritization policy will be process through that funding source. Arrival Window Time Passengers are requested to be ready for departure 15 minutes before the scheduled pick up. If the passenger is not ready the Wait Time Policy would take effect. Wait Time Policy Any passenger violating this policy will be given one (1) letter of warning. A second occurrence will result in future denial of transportation services until corrective measures have been agreed upon by the transportation agency. HUMAN SERVICE TRANSPORTATION COORDINATED PLAN 24

26 Pick Up Passengers are expected to be ready and waiting for their ride at the door of their home or in the lobby of a complex, apartment building or other facility. There is no requirement to wait if the operator arrives after the originally scheduled time of the trip. Passengers in facilities where the passenger will be at risk in the lobby are expected to be ready to be boarded by the driver when the driver arrives for the pickup. Operators are permitted to wait no more than 5 minutes for a passenger when they arrive within the Arrival Window Time. The No Show Policy would take effect if the passenger does not utilize the scheduled ride. Return Trips Passengers should be ready to be dropped off at the scheduled destinations and allow the operator to move on. Passengers in apartment complexes, assisted living facilities, health care facilities, etc., are expected to be received from the driver when the driver arrives on the premises. Operators are not permitted to enter private quarters or residences for ambulatory or wheelchair transports. Eligibility Determination for NonSponsored Trips TD funds are allocated as follows: a.) to those most in need, b.) for trips deemed most necessary, c.) using transportation services/modes that are most cost effective and d.) In a leveraged manner to receive the greatest benefit from available funds. Those Most in Need The CTC will use an enrollment process that verifies that a customer meets the following criteria: 1. Transportation Disadvantaged. (Is the person transportation disadvantaged?) See definition in Glossary of Terms in Appendix. 2. No Other Transportation Available. (For example, a family member is not able to provide the transportation?) 3. No Other Funding Available. (That is, there is no agency responsible for the transportation requested, e.g. transportation of an agency client to an agency sponsored program?) 4. No Public Transit. (Is the trip origin and destination within a fixed route service area? If yes, the client will be advised of the route location and schedule. ADAeligible clients will be offered an application for complementary doortodoor service.) 5. Ability to Pay. (Determine the individual s ability to pay and use the income/percent of full fare sliding scale table. The required copay per oneway trip will be a $2.00 flat fee as of February 11, 2013.) Trips Deemed Most Necessary (Medical/Medical Related are the highest priority, etc.) HUMAN SERVICE TRANSPORTATION COORDINATED PLAN 25