ORIGIN to DESTINATION PEER REVIEW: POLICY LANGUAGE and ADDITIONAL NOTES on SERVICE

ADDENDUM 1 ORIGIN TO DESTINATION PEER REVIEW: POLICY LANGUAGE and ADDITIONAL NOTES ON SERVICE

ATLANTA (MARTA) (Draft from Upcoming Rider’s Guide): Curb to Curb/Door-to-Door MARTA Mobility service is curb-to-curb. However, MARTA Mobility recognizes that service beyond curb-to-curb may be needed by some customers due to their disability. Door-to-Door service is available to customers who require such assistance. • Customers who require door-to-door assistance should make this request at the time a reservation is made; however, MARTA Mobility will make its best efforts to provide the needed assistance to customers who do not request assistance in advance. • Mobility Operators do not provide services that exceed door-to-door assistance. Operators are not permitted to enter buildings and/or private residences, lock doors, or set home alarm systems, etc. • Mobility Operators are not permitted to provide assistance that requires them to leave their assigned Mobility Bus unattended for a lengthy period of time or lose their ability to keep their assigned Mobility Bus under visual observation. • Mobility Operators cannot place themselves or the customer in danger (i.e., pushing, pulling, and lifting weights that strain the driver, traveling over threatening or potentially harmful terrain, slippery surfaces, etc.) • Mobility Operators are permitted to assist ambulatory passengers up and down the steps of the Mobility Bus as well as steps going to and from the vehicle unless it poses a direct threat to safety. • Mobility Operators are permitted to assist passengers who utilize wheelchairs or other mobility aids up or down one curb or step unless it poses a safety risk.

CHICAGO (PACE): Door to door language in Operator’s Manual. DALLAS (DART) (From Rider’s Guide): IS DOOR-TO-DOOR SERVICE AVAILABLE? Yes. Door-to-door service will assist you to and from the threshold of a building. Door- to-door service must be requested when scheduling your trips. Operators must maintain physical sight of the vehicle at all times, and they are not permitted to enter beyond the threshold or ground level of any building. Door-to-door service DOES NOT include any of the following: · Assisting passengers on unsafe or steeply inclined mobility ramps or stairs · Entering beyond the door threshold · Locking/unlocking doors or activating/deactivating house alarms · Loading/unloading personal items (except as provided for in the above section of this guide, HOW MANY PACKAGES CAN I BRING ON THE VEHICLE?) HOW MANY PACKAGES CAN I BRING ON THE VEHICLE? Carry-on packages are limited to 2 grocery bags or similar-sized packages onboard Paratransit vehicles. Operators can help a rider carry two packages on and off the vehicle from the same sidewalk or waiting area where the rider boards and gets off the

Page | 1 vehicle. The operator cannot carry any packages to the door. Packages should weigh no more than 20 pounds each.

DENVER: Door-to-Door Assistance

Door-to-door assistance will be provided to assist you to and from the threshold of a residence or main lobby of a building. Drivers must maintain physical sight of the vehicle at all times. Drivers are not permitted to enter beyond the threshold or ground level of any building.

Door-to-door assistance DOES NOT include any of the following:

• Assisting passengers on non ADA compliant or steeply inclined mobility ramps or stairs. • Drivers entering beyond the door threshold of any residence or main lobby of a building. • Loading and unloading personal items, except as provided for under the package section of this guide. • Assistance over snow or iced walkways, driveways, ramps. • Does not include “Do not leave alone” or “Hand-to-hand” service

LAS VEGAS (From Rider’s Guide): Door-to-Door RTC ADA Paratransit Services provides “doorto-door” service. The driver will come to your residential door, but will not enter into lobbies of apartments, professional buildings, retail establishments or commercial properties to let you know the bus has arrived. Please attempt to keep an eye out for the vehicle. There are some locations and/or situations where the driver cannot leave the vehicle. When picking-up or dropping off on private property, there are often designated areas where a driver is permitted to stop. In order for us to serve you, it is necessary for you to wait for the vehicle at the marked stop. In many cases, you will be advised during your reservation of the appropriate location to wait for the vehicle.

MIAMI-DADE (STS) (Rider’s Guide: www.miamidade.gov/transit/library/pdfs/misc/sts-riders-guide.pdf )

Riders have a responsibility to be ready and waiting at the main entrance of pick-up location. Drivers will announce their presence at the main entrance door but they will not enter buildings or residences, or call or search for riders.

Drivers are responsible for providing a minimum amount of assistance for customers capable of transferring from a mobility aid. A minimum of assistance is defined as a

Page | 2 driver extending an arm or stabilizing the mobility device while the customer moves in and out of the device.

Drivers are not responsible for: -carrying riders or wheechairs up/down flights of stairs -entering buildings or residence to search for riders

Pick-Up Locations Procedures To provide safe, on-time service for all passengers, STS has developed the following pick-up procedures:

Apartments Passengers in apartment complexes that are inaccessible to STS vehicles must be ready at the main entrance to the complex. If the facility has a guarded gate or limited access, the passenger should inform the security staff of the scheduled pick-up and return times. If a passenger is visiting someone inside a guarded gate or limited access complex, it is the passenger’s responsibility to advise the person they will be visiting ahead of time for access. Drivers will identify themselves at the door and will not go inside apartments.

Office Complexes Passengers traveling from a large office complex, medical facility or other similar area must be ready at the main reception desk or main lobby entrance. Drivers will identify themselves at the door and will not go inside the facility. Nursing Homes Passengers traveling from a nursing home should be ready at the main lobby. Drivers will identify themselves at the door and will not go inside the facility.

Adult Day Care And Dialysis Centers Passengers should be waiting in a designated area when the vehicle arrives to pick them up at the centers. Drivers will assist passengers in boarding the vehicle. Drivers will identify themselves at the door and will not go inside the facility. It is highly recommended that the center contact dispatch if there is a problem with the scheduled pick-up time. STS does not provide emergency trips to the hospital.

Malls Passengers must specify the exact entrance at time of booking. Drivers will identify themselves at the door and will not go inside the mall.

Churches Passengers will be picked up and dropped off at the main reception desk or main lobby entrance in front of the building. Drivers will identify themselves at the door and will not go inside the church.

Other Large Areas Not Specified

Page | 3 Passengers will be picked up and dropped off at the main reception desk or main lobby entrance in front of the building. Drivers will identify themselves at the door and will not go inside any facility.

Note: Drivers will go to the main entrance door and will not use the horn to notify the rider.

Passenger Assistance Policies STS drivers will assist you to and from the vehicle. This includes a steadying arm when walking and assistance in getting your wheelchair to and from the main door of the building entrance. If you need assistance in getting to and from your wheelchair or walker into a vehicle, or from the vehicle to your wheelchair or walker, the driver will hold the chair or walker steady for you but cannot lift you. Drivers may help carry up to two (2) bags, but no driver may go beyond the threshold of your home or beyond the main entrance of any public building.

Unattended Passenger Policy Customers who cannot be left unattended must have a responsible party at the pick-up and drop-off point. The driver will only wait five (5) minutes for the arrival of a responsible party to meet the STS vehicle. If no one arrives, the driver will notify the dispatcher who will contact the service provider and receive approval to continue on his/her route. The service provider will attempt to reach the designated emergency contact person. If the customer’s emergency contact cannot be contacted by the end of the route, the police and protective services will be notified to assist in locating a responsible party.

MINNEAPOLIS (Metro Mobility) Published: Drivers must assist every rider between the first entry door of the pickup and drop-off and the vehicle. The assistance can include support when walking or pushing a wheelchair. Drivers are not permitted to go beyond the first entrance of any building. Riders who need additional assistance can bring a Personal Care Attendant (PCA) to ride with them at no charge. Metro Mobility drivers are not permitted to sign release forms when taking riders out of the building Unpublished: Customers may waive their right to door to door transportation by signing a non-escort waiver. This waiver must be signed and notarized. The waiver will limit the Metro Mobility Service to curb to curb.

NEW YORK CITY (NYCT/Access-A-Ride) Requested

ORANGE COUNTY (OCTA/Access) Door to door rules contained in OCTA Rider’s Guide.

PHILADELPHIA (SEPTA) Driver Assistance

Page | 4 Drivers are responsible for providing safe, reliable transportation in a professional manner. Drivers will assist ambulatory riders from the door of their home or pick-up location, on/off the vehicle, and to their destination entrance. They will assist customers in manual wheelchairs up/down one step or curb, or on a ramp that meets Philadelphia Dept. of Licenses & Inspections specifications, provided the weight of the occupied chair does not exceed the driver’s ability to safely maneuver it. Drivers also provide “arm assistance” to customers who can safely walk up/down multiple steps, and will carry their unoccupied manual wheelchair up/down steps for them.

At the vehicle, drivers will assist riders in electric wheelchairs or scooters from the curb onto the lift, and onto the vehicle to be secured. Drivers will fasten seatbelts. Drivers will assist customers with a maximum of two bags or parcels, which cannot exceed a total weight of 50 lbs. Please remember that drivers are not permitted to assist riders on unsafe or steeply inclined ramps or stairs, or on snowy or icy paths or steps, nor to lift or carry any rider at any time, including riders using manual wheelchairs. Also, drivers are prohibited from going inside residences, crossing entryway thresholds, and from going farther than a short distance inside lobbies. Upper-floor, elevator or through-door service is not provided. Drivers will not unlock doors, operate security systems or perform personal errands for riders. Drivers are prohibited from accepting tips or gratuities.

Custodial Riders Important Information For Caregivers and Guardians A caregiver or guardian must be present at the building/home entrance, or at the curb, when a customer with a cognitive, mental or emotional disability (who is listed as “do not leave unattended/ alone”) is picked up or returned home. Drivers will not drop off special needs patrons at an empty residence or open lobby.

PITTSBURGH (Access) Requested

SAN DIEGO (MTS) Rider’s guide to be e-mailed to Access. Notes: MTS noticed slight decrease in vehicle productivity between D2D and C2C (2.12 trips/hour to 2.09 trips/hour) Productivity has suffered with Door to Door - MTS has had to go back to its board to request additional funds & seen 13-14% increase in trips in last two years. Agency changed 0n-time window from 10 minutes to 20 minutes. There is no separate eligibility requirement for Door to Door service. Request can be made at any point during a trip. SAN FRANCISCO (SFMTA) The Program provides for assistance to riders only to the extent necessary for the rider to get to the vehicle (as described below) to board, disembark, or stow a limited amount of personal belongings. Generally, taxi service is curb-to-curb. Lift-van, ADA Access, and Group Van service is door-to-door for passengers requiring assistance. However, because drivers must, for safety reasons, stay within the “line of sight” of their vehicle, passengers cannot be escorted past the ground floor lobby of any residence or public building or the threshold of the main entrance to a private residence. If a rider needs the passenger lift to board a vehicle, the driver will assist.

Page | 5 Drivers will reasonably assist riders when entering and exiting the vehicle. Riders should ask drivers for specific assistance when needed. Drivers will also assist passengers, if requested, to and from the main door of their origin or destination. This includes: · Identifying themselves to the passenger as San Francisco Paratransit and by name. Upon request, the driver will also identify him or herself by company name; · Offering a steadying arm or other appropriate guidance or assistance when walking; · Assistance on stairs for ambulatory (non-wheelchair using) passengers; · Assistance in helping wheelchair users to and from the main door of the building or residence; or, · Assisting wheelchair users on ramps to and from the main door of their origin or destination. The driver will also assist with a reasonable number of packages, defined as the amount the driver can carry in one trip from the vehicle to the door; for example, two grocery sized bags (combined weight not exceeding 25 pounds) or a collapsible shopping cart with bags in it. In addition to packages that the driver will assist with, passengers may bring any number of packages they and/or their companions or Personal Care Assistants can handle and can be reasonably accommodated in the vehicle. Safety permitting, drivers may assist a person in a manual wheelchair with one or two steps or a curb in the event of no curb cut. WASHINGTON, DC (WMATA/METRO ACCESS) Access has training video and document from Mr. June, Paratransit Manager. Driver is to wait for customer 1 minute outside of exterior most outside door. Before a No-Show can be processed, Ops Center is called by driver. Verify vehicle AVL, verify if at correct entrance as requested on MDT; No show authorized after 5 minutes. Customer has 5 minutes to "present themselves for pick-up," five minutes does not include time to walk to van. Notes: Metro Access OTP was very poor in 2007, current OTP is 92%. Comprehensive training is provided at all levels (contractor, staff, driver, etc.) at Metro Access HQ.

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