SPECIAL SERVICES HANDBOOK

Transcription

1 SPECIAL SERVICES HANDBOOK 1700 North 11th Street, Reading, PA For Information, Call The Special Services Department Phone Fax TDD Toll Free

2 TABLE OF CONTENTS Americans with Disabilities Act (ADA) Page 3 9 Persons with Disabilities Program (PWD) Page 10 Senior Shared Ride Program Page 11 General Policies For All Customers Page

3 WHAT IS THE AMERICANS WITH DISABILITIES ACT? The Americans with Disabilities Act of 1990 (ADA) is the end result of almost 20 years of debate on disability rights. It provides the general framework and approach for ending discrimination for persons with disabilities. The stated national goals of the ADA are to guarantee that persons with disabilities have equality of opportunity, a chance to fully participate in society, are able to live independently and can be economically self-sufficient. The ADA has five sections or Titles. An important part of Title II addresses transportation provided by public systems. In general, the law prohibits public transit systems from denying individuals with disabilities the opportunity to use public transportation services, if the individuals are capable of using the system. It also prohibits public entities from providing services that discriminate against persons with disabilities. Specific actions must be taken by public transit agencies to avoid discrimination. For example, the law requires that: 1. All newly purchased or leased vehicles used in fixed-route service must be accessible to persons with disabilities. Meaning, they must be equipped with a wheelchair lift. 2. Public agencies which provide fixed-route public transportation service also must offer similar paratransit services to individuals with disabilities who are unable to use the fixedroute system 3. New facilities must be accessible. 4. Alterations to facilities must include features to make them accessible. HOW DOES THE ADA AFFECT SPECIALIZED TRANSPORTATION SERVICES PROVIDED BY BARTA? BARTA shall provide complementary paratransit service to individuals with disabilities that is similar to the level of service provided to individuals without disabilities who use the fixed-route bus system. In BARTA's case, providing paratransit service that is comparable to BARTA's fixed-route service has resulted in an expansion of paratransit service hours to include longer service hours on weekdays and the addition of service hours on weekday evenings and Saturdays, for those persons who are "certified" as being "ADA eligible". 3

4 TO WHOM MUST COMPLEMENTARY PARATRANSIT SERVICES BE PROVIDED? ADA complementary paratransit service must be provided to all customers certified as being "ADA eligible" through BARTA's certification process. The following three general categories of persons with disabilities will be certified as being "ADA eligible": 1. "Any individual with a disability who is unable, as a result of a physical or mental impairment (including a visual impairment), and without the assistance of another individual (except the operator of a wheelchair lift or other boarding assistance device), to board, ride or disembark from an accessible vehicle in the system. Included in this category are individuals with mental or visual impairments who cannot navigate the system. 2. Persons who cannot use vehicles without lifts or accommodations. These persons are eligible for paratransit service if accessible fixed route vehicles are not available on the bus routes in which they need to travel, when they need to travel. All of BARTA's fixed-route buses are accessible and information on all routes in the BARTA system is available by calling (610) or at 3. Persons with specific impairment related conditions that cannot travel to a boarding location or from a disembarking location to their final destination. The condition must "prevent" the person from using the fixed-route system. Conditions that make getting to the bus stop "more difficult" do not grant eligibility. Second, architectural barriers (such as no curb cuts) not under the control of BARTA, and environmental barriers (such as distance, terrain, and weather) do not, when considered alone, confer eligibility. If, however, travel to or from a boarding location is impossible when these factors are combined with the person's specific impairment-related condition, paratransit service will be provided. HOW DO I BECOME CERTIFIED AS BEING "ADA ELIGIBLE" FOR COMPLEMENTARY PARATRANSIT SERVICE Applications for certification as being "ADA eligible" for BARTA's ADA Complementary Paratransit service are available at BARTA's Special Services Division Office, 1700 North 11th Street, Reading, PA, Phone: (610) or at Individuals are required to have their disability certified by their physician, case worker or other professional qualified to speak for your functional ability to use public transit service. Once the application is received, BARTA will notify the applicant within 21 days of his/her eligibility status. If a determination has not been made within 21 days of receiving the completed application, the individual will be treated as eligible and will be provided service until or unless BARTA denies the application. You will receive a letter verifying whether or not you are eligible. Certification applications are available to anyone who requests them. 4

5 SPECIFICALLY, HOW DOES BARTA'S ADA COMPLEMENTARY PARATRANSIT SERVICE MEET THE REQUIREMENTS OF THE AMERICANS WITH DISABILITIES ACT REGULATIONS Under BARTA's ADA Complementary Paratransit Service Plan, the level of service provided to persons determined to be "ADA eligible" is similar to BARTA's fixed route bus service. Six service criteria are included in the regulations. The following is a description of how BARTA's ADA Complementary Paratransit Service meets or exceeds the six service criteria: SERVICE AREA: ADA complementary paratransit service is provided to all origins and destinations within a certain service area stated in the regulations. For BARTA, the basic service is provided in an area centered on each fixed bus route and extending 3/4 of a mile to either side of the route. RESPONSE TIME: As the law requires, requests for BARTA ADA Complementary Paratransit Service to certified "ADA eligible" users on a particular day will be accommodated as long as the reservation is made anytime during the previous day. Appointments can be made up to two weeks in advance. Reservations can be made between the hours of 8 A.M. to 5:30 P.M., Monday through Friday. BARTA uses an answering machine device to take ADA eligible trip requests on Saturdays, Sundays and Holidays. Saturday, Sunday and Holiday trip requests must be called in to the answering machine between the hours of 8:00 AM and 5:30 PM. Calls received outside of those hours will not be scheduled. It is important to remember that you must be certified as being "ADA eligible" and be taking an "ADA eligible trip" BEFORE you can take advantage of the previous-day advance reservation request. BARTA will schedule your pick-up time based on your requested drop-off time to ensure you arrive on time. Customers will be given an approximate time of pick-up when calling to make a trip reservation. Customers must be ready to ride at the pre-arranged time and place. Customers are not permitted to change pick-up locations at the last minute. As stated in the regulations, pick-up times will be negotiated with "ADA eligible" users to make scheduling more efficient. The BARTA Special Services office is open from 6:00 AM to 6:00 PM for cancellations, returns and questions. No appointments will be scheduled between the hours of 6:00 AM to 8:00 AM and 5:30 PM to 6:00 PM. 5

6 ATTENDANT POLICIES for ADA Eligible: One Personal Care Attendant (PCA) will be permitted to accompany an "ADA eligible" customer on "ADA eligible trips" at no charge. BARTA will require that individuals state the need for a personal care attendant when they request ADA eligibility certification. One companion may travel with you. If space is available, other companions may be included. Your companion will pay the same fare as you for each ride. FARES: Fares charged for an "ADA eligible paratransit service trip" to "ADA eligible" users will be twice the amount of the base cash fare paid by customers of the BARTA fixed route system. Sponsoring Agencies are billed for trips from 5:00 AM to 6:30 PM. After 6:30 PM and all day Saturday, all customers pay the ADA fare for an ADA eligible trip. Fares paid by companion of "ADA eligible" users of BARTA's Special Services Division will be calculated in the same way. Personal care attendants (PCA s) traveling with the ADA paratransit eligible customer will not be charged, as defined in the regulations. Customers must be listed as having a personal care attendant when filing the necessary application for ADA eligibility. TRIP PURPOSES: Requests for all types of purposes for "ADA eligible" trips will be accepted. HOURS AND DAYS OF SERVICE: "ADA complementary paratransit service" to "ADA eligible" users of BARTA's Special Services Division will be offered during the same days and hours that BARTA's fixed route bus system is in operation. "ADA Complementary Paratransit Trips" can be taken during the following times: Weekdays: Weekday Evenings: Saturdays: 5:00 AM to 6:40 PM 6:15 PM to 10:40 PM 5:50 AM to 10:40 PM CAPACITY CONSTRAINTS: As defined in the regulations, BARTA will not limit the number of ADA eligible paratransit trips ADA eligible users of the transportation system can take. 6

7 TYPES OF ADA SERVICE: BARTA's Complementary Paratransit Service may also be provided to ADA eligible individuals by paratransit feeder service to and/or from an accessible fixed route, where such service enables the individual to use the fixed route bus system for his or her trip. Paratransit feeder service refers to providing an individual with paratransit service for only that portion of their trip that they cannot manage. BARTA's Paratransit service will be provided for an entire trip in all but the following cases: *If an individual is able to use an accessible bus, but the closest fixed route is not accessible, feeder service may be provided to another accessible fixed route. *If a person is not able to get to a station or stop because of a specific impairment related condition, feeder service may be provided. When feeder service is provided by BARTA, the total fare for the entire trip will not exceed the equivalent origin-to destination paratransit fare charged to an "ADA eligible" user. ACCOMMODATING OTHER MOBILITY DEVICES AND LIFE SUPPORT EQUIPMENT: In accordance with ADA regulations, all paratransit customers will be permitted to travel with service animals trained to assist them. Service animals include guide dogs used by persons with vision or hearing impairments, and other animals that provide aid to persons with mobility, neurological and other impairments. Persons will also be permitted to travel with respirators, portable oxygen and other life support equipment for customer s personal use. Travel with this equipment will only be denied if it violates rules concerning the transportation of hazardous materials. IF I HAVE A TEMPORARY DISABILITY, WILL I BE ELIGIBLE FOR COMPLEMENTARY PARATRANSIT SERVICE? Any individual with a temporary disability, for the purpose of determining "ADA eligibility" will be subject to the same standards as those with permanent disabilities. Certification of eligibility in such cases will be subject to a specific expiration date. 7

8 CAN I OBTAIN REVIEW OF THE DENIAL IF MY "ADA ELIGIBILITY" HAS BEEN DENIED? BARTA has established an administrative appeals process through which an individual who has been denied ADA paratransit eligibility can obtain review of the denial. 1. Appeal of the denial to certify an individual ADA paratransit eligible must be filed within 60 days of written notification of the determination of eligibility. 2. Upon receipt of the appeal, BARTA will provide the individual with the opportunity to be heard and to present information and arguments to an individual not involved with the initial decision to deny eligibility. BARTA will again provide written determination as to the decision made upon completion of the appeals process and the reasons for it. 3. BARTA is not required to provide paratransit service to the individual pending the determination of the appeal. If the final determination is not made within 30 days of the completion of the appeal process, BARTA will provide paratransit service from that time until and unless a decision to deny the appeal is issued. CAN A VISITOR TO BERKS COUNTY TAKE ADVANTAGE OF THE COMPLEMENTARY PARATRANSIT SERVICE FOR ADA ELIGIBLE USERS? In accordance with the federal regulations published by the United Stated Department of Transportation, BARTA will make complementary paratransit service available to any individual with disabilities who does not reside in the jurisdiction served by BARTA or other entities that work with BARTA to provide coordinated complementary paratransit service. BARTA will treat as eligible all visitors who present documentation that they are ADA eligible under the ADA paratransit eligibility criteria in the jurisdiction in which they reside. All visitors requesting complementary paratransit service in the jurisdiction in which BARTA provides service, who do not present such documentation, will be required by BARTA to show documentation of the individual's place of residence and documentation of his or her disability, provided it is not apparent. BARTA shall accept certification from such an individual, that he or she is unable to utilize fixed route transit service. BARTA will provide complementary paratransit service to said visitor, who does not have documentation that they are ADA eligible, for no more than 21 days per year, from the first day of service to such an individual. In order to receive service beyond the 21-day period, the visitor will be required by BARTA to apply for eligibility under the process for determining ADA paratransit eligibility that the authority has established. 8

9 WHAT IS THE RELATIONSHIP OF THE AMERICANS WITH DISABILITIES ACT TO SECTION 504 OF THE REHABILITATION ACT OF 1973? Passage of the ADA and the printing of required regulations changed many parts of public disability policy previously established under Section 504 of the Rehabilitation Act of Several changes in transportation policy have been made. The ADA no longer allows public systems providing general public transportation the choice of either making their fixed route systems accessible or providing separate paratransit service for people with disabilities. Admission to fixed route systems is required. Under the ADA, paratransit is not a substitute for fixed route service but an addition for those who are unable to use the fixed-route system. The general requirement of Section 504, that systems not discriminate against persons with disabilities as a condition of eligibility for federal funding, still exists. Rather the two laws are related. **All material made available to applicants and users of BARTA's Special Services Division will be provided in accessible formats upon request **Those persons who would like to learn how to use the lift-equipment on an accessible fixed-route bus can learn on a vehicle that is not in regular service. Whenever possible, BARTA will try to make available a demonstration, which you could attend, and will arrange specialized transportation services to such sites for those who need it. BARTA staff may be able to accompany you on all or part of your first trip if advance arrangements are made. 9

10 WHAT IS PERSONS WITH DISABILITIES PROGRAM (PWD) The Rural Shared Ride Service for Persons with Disabilities is a program funded by the Pennsylvania Department of Transportation for persons needing transportation in rural areas of Berks County. This program will provide shared-ride service to qualified persons with disabilities as defined by the Americans with Disabilities Act (ADA). Individuals with a disability are eligible for this program if they need transportation in areas that are not serviced by the fixed route bus system and are not eligible for any other funding sources. PWD is designed to be the funding source of last resort. The program only funds customers between the ages of If eligible for the service, you will receive a discount on the shared-ride service fare. BARTA will make a determination of eligibility within 21 days of receiving your application for service. WHAT SERVICE IS AVAILABLE? Those customers who are eligible for PWD will have access to the paratransit system, but maybe limited in the amount and kind of trips being taken on weekdays. General public service is provided Monday through Friday from 8:00 am to 4:00 pm. Depending on where you live and/or your destination, service may be limited to certain times and days. BARTA will maintain as much non-ada service as possible within budget limitations. All "ADA eligible" trips will be accommodated before any others. HOW TO SCHEDULE A RESERVATION: Reservations can be made between the hours of 8 A.M. to 4 P.M., Monday through Friday by calling Special Services at A minimum of two working days notice is needed prior to your appointment in order to schedule a reservation. Reservations can be made two weeks in advance. BARTA will schedule your pick-up time based on your requested drop-off time to ensure you arrive on time. Customers will be given an approximate time of pick-up when calling to make a trip reservation. Customers must be ready to ride at the pre-arranged time and place. Customers are not permitted to change pick-up locations at the last minute. ATTENDANT POLICY One Personal Care Attendant (PCA) will be permitted to accompany a "PWD eligible" customer at no charge. BARTA will require that individuals state the need for a Personal Care Attendant when they complete the PWD application. One companion may travel with you. If space is available, other companions may be included. Your companion will pay a fare for each ride. 10

11 WHAT IS THE SENIOR SHARED RIDE PROGRAM If you are a Senior Citizen, age 65 or older you are eligible for BARTA Special Services. Eligible customers pay 15% of the fare, while the remainder is funded by the Pennsylvania Lottery. BARTA will process your application within 21 days of receiving. If a copy of the proper form of ID is not received, you will be charged the full trip cost. Once the application is approved and the proper ID is received, BARTA will mail you a Senior Citizen Transit ID Card. WHAT SERVICE IS AVAILABLE? Those customers who are eligible for Senior Shared Ride Program will have access to the paratransit system, but maybe limited in the amount and kind of trips being taken on weekdays. General public service is provided Monday through Friday from 8:00 am to 4:00 pm. Depending on where you live and/or your destination, service may be limited to certain times and days. BARTA will maintain as much non-ada service as possible within budget limitations. All "ADA eligible" trips will be accommodated before any others. HOW TO SCHEDULE A RESERVATION: Reservations can be made between the hours of 8 A.M. to 4 P.M., Monday through Friday by calling Special Services at A minimum of two working days notice is needed prior to your appointment in order to schedule a reservation. Reservations can be made two weeks in advance. BARTA will schedule your pick-up time based on your requested drop-off time to ensure you arrive on time. Customers will be given an approximate time of pick-up when calling to make a trip reservation. Customers must be ready to ride at the pre-arranged time and place. Customers are not permitted to change pick-up locations at the last minute. ATTENDANT POLICY One Personal Care Attendant (PCA) will be permitted to accompany a "PWD eligible" customer at no charge. BARTA will require that individuals state the need for a Personal Care Attendant when they complete the Senior Shared Ride Program application. One companion may travel with you. If space is available, other companions may be included. Your companion will pay a fare for each ride. 11

12 GENERAL POLICIES FOR ALL CUSTOMERS DOOR TO DOOR POLICY To ensure timely service, BARTA's Special Services Division is responsible for providing doorto-door service. Drivers have been instructed to pick-up and drop-off customers at the front door of places of residence, at the front door of the apartment buildings in which they live, or front door of destination. It is the customer's responsibility to make arrangements for a personal care attendant to assist them to or from the front door, as needed. No through door or upper floor assistance is provided. Our drivers have also been instructed to wait at a residence for a period not to exceed five minutes from the scheduled pick-up time. Customers residing in rural areas will be informed of their times of service by the staff member who takes your appointment. Please be ready to be transported a few minutes ahead of schedule. If a customer is not ready at the scheduled pick-up time and the van driver leaves, he or she will be instructed to continue with his regular schedule. WHEN CALLING TO SCHEUDLE A TRIP, PLEASE HAVE THE FOLLOWING INFORMATION READY: Your name and telephone number Your date of travel and scheduled appointment time or pick-up time The full address of your destination Your return time (if needed) WHAT TYPE OF VEHICLE WILL BE USED FOR TRANSPORTATION? Either a BARTA van or a contractor vehicle will be used to transport you to and/or from your appointment. All arrangements for transportation are made by BARTA. HOW WILL I GET A RETURN TRIP AFTER MY APPOINTMENT? When arranging for your transportation, try to schedule a return time at a pre-arranged place. This will help eliminate waiting for a driver to become available to take you home. If an approximate return time is not known, call when ready to return. THIS PHONE LINE IS FOR IMMEDIATE RETURN TRIPS ONLY. ABSOLUTELY NO APPOINTMENTS WILL BE SCHEDULED ON THIS LINE. FARES You will be required to have the exact fare when boarding the vehicle. Be certain to ask the amount of the fare when you make your reservation. 12

13 LIFT AND SECUREMENT USE: Please be advised drivers are not permitted to operate a scooter or electric wheelchair onto the lift. The customer is responsible for getting onto the lift with driver assistance. Use of the securement system on BARTA vehicles will be required as a condition of receiving service. If you use a wheelchair, the driver will restrain your wheelchair, and the shoulder lap belt will be secured. However, complementary paratransit service will not be denied on the grounds that a mobility device cannot be secured to BARTA's satisfaction. When transporting users of three-wheeled wheelchairs or other mobility devices, BARTA can request that the customer transfer into a bus seat. The customer, in this case, has the final decision as to whether a transfer is appropriate given their particular disability. As the regulations require, a person who cannot enter the vehicle using the stairs, but who does not use a wheelchair, will be allowed to enter the vehicle using the lift. ACCOMMODATING OTHER MOBILITY DEVICES AND LIFE SUPPORT EQUIPMENT: All paratransit customers will be permitted to travel with service animals trained to assist them. Service animals include guide dogs used by persons with vision or hearing impairments, and other animals that provide aid to persons with mobility, neurological and other impairments. Persons will also be permitted to travel with respirators, portable oxygen and other life support equipment for customer s personal use. Travel with this equipment will only be denied if it violates rules concerning the transportation of hazardous materials. WHAT IF I NEED TO CANCEL TRANSPORTATION FOR A SCHEDULED TRIP? Customers should inform BARTA at (610) no later than 15 minutes prior to your pickup time to cancel any trips. Cancellations can be made between 6:00 AM and 6:00 PM, Monday through Friday, or you may leave a message during holidays or non-business hours. Try to call the day before if you feel you will not be able to make your appointment. We ask that all customers be cooperative in reducing cancellations. Cancellations are disruptive to the overall operation...today S CANCELLATION IS A TRIP THAT COULD HAVE BEEN SCHEDULED BY SOMEONE ELSE YESTERDAY. 13

14 NO-SHOW POLICY: A no-show occurs when a BARTA provided vehicle arrives on time for a scheduled trip, but the customer elects not to take the trip and has not canceled the trip ahead of time. Customers must whenever possible cancel unwanted trips through the BARTA office at at least thirty (30) minutes prior to their pick-up time. Customers must be ready to ride, waiting at the address used in scheduling their trip. If a BARTA vehicle arrives on time for a scheduled pick-up and after waiting five (5) minutes the customer is not present, or decides not to take the trip, the customer will be considered a no-show. On time is defined as when the vehicle arrives at your scheduled pick-up time. If a vehicle arrives early, the customer is not obligated to board until their scheduled pick-up time. Even though an individual may fail to contact BARTA to cancel a trip, the return trip will not be automatically cancelled. The return trip will remain in the schedule. BARTA can impose sanctions for a pattern and practice of no-shows, as listed below. Trips missed by customers for reasons beyond their control, including trips missed due to BARTA driver or system error, will not count in assessing no-show penalties. (However, the customer must inform BARTA about such circumstances.) BARTA will track and document all customer no-shows in customers files. Before any penalties are imposed, BARTA will notify the customer in writing and provide a list of the no-show trips incurred. Customers have the right to appeal or dispute BARTA no-show findings. Upon request, BARTA will research no-shows for customers. No-show policy penalties: BARTA can impose sanctions for a pattern and practice of missed trips by a customer. A pattern or practice involves intentional, repeated, or regular actions, not an isolated, accidental, or singular incident. A review of a customer s no-shows can occur if there are at least three (3) no-shows within a 30 day period. A sanction could be imposed if more than 50% of all trips scheduled during that period were no-shows that were not beyond the customer s control. After one (1) no-show, BARTA will issue a documented written warning to the customer with a copy of the No-Show Policy. After two (2) no-shows within a 30-day period, BARTA will again issue a documented written warning to the customer. After three (3) no-shows within a 30-day period, AND if more than 50% of all trips scheduled during that period were no-shows that were not beyond the customer s control, a one-week (7 days) suspension of service may occur. 14

15 COMPLAINT PROCESS A complaint is any issue or dispute or objection you express to us about our agency or about the coverage, operations or policies. If you have a complaint or compliment about our services, about how you were treated by our staff or a driver, or about our policies and procedures, please tell us. You can call at or us at barta@bartabus.com. We will record your complaint, investigate it and respond to you within five (5) days. Copies of the complaint, agency responses/resolutions and corrective action plan will be kept on file. SHOPPING TRIPS To ensure timely service, customers are limited to two shopping bags. Drivers will assist customer to the front door of their place of residence or, if the customer is a resident of an apartment building, to the front door of the building. If you have more than two shopping bags, you will be required to carry them yourself. Customers are welcome to bring a collapsible shopping cart on board the vehicle. HOLIDAYS WHEN BARTA IS CLOSED New Year s Day Memorial Day 4 th of July Labor Day Thanksgiving Christmas WINTER WEATHER TIPS 1. Check the local radio and TV stations to make sure that Special Services will be operating. The radio stations reporting for BARTA are WRFY (102.5 FM), WRAW (1320 AM), WLEV-FM (100.7), WCTO-FM (Cat Country 96), WBYN-FM (107.5), WODE-FM (99 The Hawk), WBYN (AM 1160), WWYY-FM (107 The Bone), and WMGH-FM (Magic 105.5). Television station WFMZ-TV Channel Call Special Service at (610) as soon as possible to cancel any trips. 3. Please make sure that a path from your front door to the street is clear of ice and snow. If there is not a safe path to the vehicle, the drivers have been instructed not to provide transportation. This is for your safety as well as the driver. 4. Please be ready a few minutes earlier than your originally scheduled pick-up time, just in case the driver does arrive early. Revised 1/15/