Greensboro Transit Authority Policy and Procedures Manual

Table of Contents

1. Board Approved Policies 1.A. System Wide Policies 1.A.1. Advertising 1.A.2. Customer Service Complaint 1.A.3. Disruptive Behavior 1.A.4. Driver Conduct 1.A.5. Fares a. Fare Structure b. Paratransit Client’s Free Use of Fixed Route Service c. Personal Care Attendants or Companions d. GTA Reduced Fare Policy and Procedure 1.A.6. Inclement Weather 1.A.7. Major and Minor Service Reduction 1.A.8.a Title VI Disparate Impact 1.A.8.b Title VI Disproportionate Burden 1.A.9. Petitioning, Solicitation and Distribution of Literature 1.A.10. Public Participation 1.A.11. Seat Belts 1.A.12. Service Animals 1.A.13. Service Area and Hours of Operation 1.A.14. Carry-On Items 1.A.15. Infant Boarding 1.A.16. Transit Services/Complimentary Pass 1.A.17. ADA Provision of Service 1.A.18 Transit Amenities 1.A.19 Vehicle Assignment 1.A.20 Proper Attire

B. Fixed Route Policies 1.B.1. Passenger Standee 1.B.2. GTA Rider Advisory Panel 1.B.3. Transfers 1.B.4 GTA Change Card Activation 1.B.5 31-Day College Student Pass Sale 1.B.6 GO pass Policy 1.B.7 Donation of Bus Passes

C. Paratransit Policies 1.C.1. Late Cancellation and No-Show Policy

GTA Policy & Procedures Manual

1.C.3. Paratransit Eligibility a. Determining SCAT Eligibility b SCAT Certification Communication c. Appeals d. Recertification 1.C.4. Paratransit Reservations a. Demand Trips b. Subscription Service or Standing Orders c. Trip Negotiation 1.C.5. Paratransit Service Delivery a. Pick-ups and Drop-offs b. Passenger Notification (under revision) c. Vehicle Arrival (under revision) d. Personal Care Attendants e. Companions f. Lap Restraint

2. Administrative Procedures

2.2 Exchange Procedure for Damaged Passes at the Depot 2.4 Medicaid Transportation Authorization Procedure 2.5 Cashbox Auditing Procedure 2.6 Procedure for Updating Demographic Maps 2.7 Elevator Emergency Procedure

3. Operating Procedures

3A. System Wide Operating Procedures 3.A.1. Air Conditioning 3.A.2. Bus Spot Checks 3.A.3. Driver Accident 3.A.4. Lost and Found 3.A.5. First Aid Kit Procedure 3.A.6. Procedure for Responding to Rider Emergencies 3.A.7. Service Lane Maintenance Procedure

3B. Fixed Route Operating Procedures 3.B.1. Bus Shelter and Stop Maintenance 3.B.3. End of Line 3.B.4. Wheelchair Lift Failures 3.B.5. Fare Box Coin Bypass Procedure

GTA Policy & Procedures Manual

3C. Paratransit Operating Procedures 3.C.1. Accommodation of SCAT Riders Whose Return Trip is Adversely Affected by the Lateness of Their Initial Trip 3.C.2. Criteria for Placing SCAT Riders on Round-Trip Pay List 3.C.3. Door Hangers 3.C.4 Reservations 3.C.6. Telephone Communications 3.C.7. Wheelchair Lift Failure 3.C.8. Will Call Trips

GTA Policy & Procedures Manual

Board Approved Policies

GTA Policy & Procedures Manual

1A: System Wide Policies

1.A.1 Advertising Policy Approved by GTA Board: 4/24/2007 Revised: 7/28/2015

As a community service, the Greensboro Transit Authority provides opportunities for transit industry standard interior and exterior advertising subject to the following guidelines: STANDARD EXTERIOR BUS ADVERTISING

Bus advertising space is available on the exterior of GTA buses in the industry standard King (driver’s side), Queen (curb side) and Tail areas as noted on the GTA rate card. Available types and sizes are specified on the attached rate card. Ads are to be printed on a direct application decal of the appropriate size. The decal’s placement must not interfere with necessary access or safety features.. Proposed ads must be presented to the Marketing and Communications Specialist (MCS), who will then approve or disapprove of the ad. The ad may be presented to the Public Transportation Manager and/or GTA Board if there is a question of appropriate content. The advertiser shall at its own expense furnish and deliver the decal ad to the GTA Contractor, no less than two (2) days prior to the date of display. Exterior ad space is available on SCAT vehicles at advertiser’s request. Exterior ads are not available on HEAT vehicles at this time. SPECIALTY ADVERTISING ” OPTION Specialty ads can cover the various surface areas up to the entire exterior of the bus.If the ad will cover the passenger windows, perforated vinyl must be used in these areas. The advertiser will be responsible for the designing and printing of the the vinyl decals and for installation and removal. . Proposed ads must be presented to the MCS for approval. The ad may be presented to the Public Transportation Manager and/or GTA Board for review and approval if there is a question of content. GTA shall retain the right to approve or disapprove of advertiser’s installation contractor or material if we believe the work will not meet our quality standard.

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INTERIOR BUS ADVERTISING OPTION Advertising spaces available in the interior of the buses consist of racks located above the windows and extending the full length of the interior of the coach. Size of ads should a total printed size of 17” wide x 11” tall for GTA and 9.5” by 18” for HEAT. Ads must be printed on 80lb or higher card stock if the advertising run is 4 weeks or less. If the run exceeds 4 weeks, the ad must be laminated with the overall size remaining at 17” by 11” or 9.5” by 18” respectively. Ads must allow ½ inch border on all sides in which no vital information is contained. Proposed ads must be presented to the MCS, who will approve or disapprove of the ad. The ad may be presented to the Public Transportation Manager and/or GTA Board for review and approval if there is a question of content.

AD PLACEMENT Advertisers may not specify the routes or buses on which their ads are placed. The bus that carries the advertisement will be circulated across all routes during the ad contract term, ensuring full exposure throughout the service area. AD SPACE COSTS Costs of advertising with GTA are set by the MCS and will continually reviewed in relation to market rates. The Public Transportation Manager and GTA Board will be advised of rate changes at monthly Board meetings. A discount rate of 15% is available for IRS designated 501(c)(3) non-profit and governmental organizations. Interior advertising space is available to non-profit IRS 501(c)(3) and governmental organizations gratis upon request from the advertiser and subject to approval by the MCS.

Payment for advertising is due immediately following installation of ads. Invoices will be provided for the entire amount due or monthly if requested by advertiser. Non-payment of amount due in a timely manner can result in ad removal at advertiser’s expense.

As buses are occasionally removed from service for maintenance and repair, makegoods will be provided in the form of campaign extensions, or at advertiser request, may be applied to future campaigns. No refunds will be allowed.

AGENCY REPRESENTATION

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The GTA welcomes local and national advertising agencies to represent their clients in the purchase of advertising space. The rates set by GTA are net…no agency commissions or rebates will be provided from sales. Payment for ads will be the responsibility of the reserving agency unless otherwise indicated.

CHARACTER OF ADVERTISEMENTS

The following types of advertisements are prohibited:

1. Political Advertisements . Political advertisements are defined as:

a. Any advertising that supports or opposes the election of any candidate or group of candidates for election to any federal, State, or local government office; b. Any advertising that supports or opposes any referendum conducted by the federal or State government, or by any local government, such as referenda on constitutional amendments, on bond issues, or on local legislation; or c. Any advertising that features any person whose prominence is based wholly or in part upon his or her past or present activity in political affairs, or that represents or implies any such person's approval or endorsement of the subject matter of the advertising.

2. Advertisements for alcohol, cigars, cigarettes, pipe tobacco, chewing tobacco, and other tobacco products. 3. Advertisements for products or services related to human reproduction or sexuality, including but not limited to contraceptive products or services, other products or services related to sexual hygiene, and counseling with regard to pregnancy, abortion, or other sexual matters.

4. Advertisements for products, services, or entertainment directed to sexual stimulation.

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5. Advertisements that in any way denigrates the City of Greensboro, GTA or the GTA’s operation, or the City of Greensboro and/or GTA’s officers, agents, or employees. This prohibition includes advertising copy and illustrations that state or imply, or could reasonably be expected to cause an inference, that the City of Greensboro/GTA’s' services or operations are anything but safe, efficient, affordable, and convenient.

6. Advertisements that are derogatory of any person or group because of race, national origin, ethnic background, religion, or gender.

7. Advertisements that would violate any federal or State law or regulation, or any law, regulation, or ordinance of any county or municipality in or through which such vehicles are or may be operated.

Advertisements that use GTA’s name, logo, slogans, or other graphic representations is not categorically prohibited, but is subject to advance approval by GTA. GTA will not endorse or imply endorsement of any product or service. GTA reserves the right to market and promote its own image and services, including co-promotions with for- profit and other non-profit entities.

- All advertising, which is torn or otherwise unsightly in appearance, will be promptly replaced or removed at the advertiser’s expense.

- All dated advertising will be removed no later than seven (7) days following the final date of an advertised event or offer. [All non-dated advertising will be removed no later than thirty (30) days following the contractual agreement.

- Ad design, printing and installation/removal (exterior) are provided by third-party vendors. The GTA can recommend vendors who are familiar and experienced with the advertising program requirements, but assumes no liability for their performance.

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- The GTA is not responsible for the deterioration of signs due to weather, routine bus maintenance, and/or any accidents that may occur.

- The GTA cannot guarantee the condition of signs after their removal. The MCS, Public Transportation Manager and/or GTA Board will approve all advertising pursuant to this policy prior to the placement or display of the advertisement on GTA buses, facilities, or property. PUBLIC SERVICE ADVERTISING GUIDELINES

Gratis public service advertising space shall be allocated on a first come, first served basis for interior space only for a maximum period of four (4) weeks unless specifically requested for a longer duration. The sponsoring organization must be classified as a tax exempt organization under the provisions of Section 501(c)(3) of the Internal Revenue Code, or the specific activity or event being promoted by a “for-profit” organization must be in and of itself “non-profit” in nature, i.e., the activity or event must be for the benefit of a Section 501(c)(3) organization. Public service space will not be granted to any organization that, in the last twelve months, has purchased, or is purchasing, commercial advertising space or time in any media for the general subject campaign or promotion.

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PEOPLE MOVE. SHOULDN'T YOUR MESSAGE?

GREENSBORO TRANSIT AUTHORITY 2015 TRANSIT ADVERTISING RATES (effective 7/15) (rates net to GTA per 4 week period) TRADITIONAL SIZED ADS (5 bus min Panels 4 Weeks 12 Weeks 24 Weeks 52 Weeks King Size Display 10 $1,907 $1,866 $1,779 $1,683 30"H by 144"W 5 $970 $950 $905 $862 1 $190 $185 $177 $170

Super King Display 10 $2,373 $2,322 $2,214 $2,093 40"H by 172"W 5 $1,202 $1,174 $1,121 $1,067 1 $227 $221 $211 $202

Queen Size Display 10 $1,603 $1,560 $1,516 $1,430 30"H by 88"W 5 $815 $795 $774 $730 1 $160 $156 $150 $143

Taillight Display 10 $1,603 $1,560 $1,516 $1,430 28"H by 58"W 5 $815 $795 $774 $730 1 $160 $156 $150 $143

(rates net to GTA per 4 week period) PREMIUM ADS (1 bus min.) 10% discount for 2+ bu 4 Weeks 12 Weeks 24 Weeks 52 Weeks Full Wrap $1,938 $1,836 $1,734 $1,530

King Kong $840 $819 $797 $775

Full Back $572 $558 $545 $532

TRADITIONAL SIZED ADS (5 bus min Panels 4 Weeks 12 Weeks 24 Weeks 52 Weeks Driver Side 10 $1,430 $1,399 $1,334 $1,262 20"H by 60"W 5 $727 $712 $678 $646 1 $142 $138 $132 $127

Passenger Side 10 $1,202 $1,170 $1,137 $1,072 24"H by 80"W 5 $611 $596 $580 $547 1 $120 $117 $112 $107

Rear 10 $1,202 $1,170 $1,137 $1,072 28"H by 20"W (portrait) 5 $611 $596 $580 $547 1 $120 $117 $112 $107

INTERIOR ADS (5 bus min.) Terms: 10 days net, billed prior to each 4-week period unless otherwise stated. Minimum purchase 5 buses for traditional/interior ads. Interior Cards (GTA) 4 Weeks Artwork/Layout & Production: Responsibility of the advertiser. Costs 11"H by 17"W $70 (2) not included in above rates. GTA will provide specifications/templates Interior Cards (HEAT) 4 Weeks Installation/Removal: Traditional ad: $21 (Tail), $28 (Queen) or $33 (King) per poster with installation performed by 3rd party. Interior ad: $5 9.5"H by 18"W $90 (2) per interior card Content: All ad copy is subject to approval and may be rejected if fails GTA Advertising to meet standards of GTA Board. 223 W. Meadowview Road Discounts: Non-profits, Government - 15% on ad space Greensboro, NC 27406 Makegoods: Due to the nature of transit-based advertising, units may www.ridegta.com be removed from service for maintenance/repair. Makegood time will be www.rideheat.com provided for units down for a significant amount of time (1 week). Lost time due to maintenance/repair will not be refunded. (336) 412-6309 Ph. (336) 373-2809 Fx. Our full advertising policy is available at ridegta.com

1A: System Wide Policies ______

1.A.2 Customer Service Comment Approved by GTA Board: 3/22/11 Policy and Procedure Revised: 1/30/13

Policy:

It shall be the responsibility of every employee of the City of Greensboro/Greensboro Transit Authority and its contractor(s) to treat all customers in a courteous and professional manner, and to respond to all comments or grievances within 24 hours.

Implementing Procedure:

All customer comments, whether received via a phone call, voice mail message, written correspondence or other source, shall be processed as follows:

The individual receiving the customer comment will enter it into the GTA Customer Service software known as Listen.

The GTA Customer Service Manager, a.k.a. CSM, or designee, will respond to all comments with a phone call within 24 hours to acknowledge receipt and to clarify any missing information. If a phone number is not available, the CSM will provide a written response via e-mail or regular postal service, acknowledging receipt and pending investigation of the complaint.

The CSM, or designee, will forward the comment internally to the appropriate GTA and City staff persons via e-mail.

The CSM will then review the comment and, if an investigation is needed, have the appropriate staff person to investigate. (Any commendations will be shared with the employee being commended and filed accordingly.)

Following the investigation, the staff person will forward a written response explaining the corrective action taken to the CSM within 3 working days. The

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investigation shall take no longer than 3 working days; however, depending on the incident, a longer period may be warranted. The need for an extended investigation period shall be communicated to the CSM, the appropriate City staff and GTA staff.

If an extended time period is needed for the investigation, the CSM, or designee, will communicate in writing to the person filing the grievance that the matter is still under investigation.

Once the investigation is complete, the CSM, or designee, will first call, then mail a formal letter to the person filing the grievance indicating the outcome of the investigation. A copy of the formal letter will also be sent to the appropriate City and GTA staff person(s).

If the grievance is determined to be valid, the CSM, or designee, will issue a complimentary pass along with her written response. Complimentary passes, however, will not be issued for situations that are beyond the control of GTA (refer to Policy 1.A.16 – Transit Services Complimentary Pass Policy and Procedure).

The CSM will maintain complete files in GTA’s Customer Service Listen database on all comments received and the action taken.

GTA Policy & Procedure Manual Policy 1.A. 2

Customer Service Comment Procedure

For receiving, tracking, and acting on customer comments

Written correspondence – Voice mail message Comment Card, letter, e-mail, etc.

Other Sources Phone call

Comment will be entered into Listen System by individual receiving comment. CSM will follow up with phone call within 24 hours of receipt of voice message or written correspondence

CSM – Review and Distribution

First to appropriate GTA and City Staff, then to appropriate contact for investigation and action

Operations GTA Staff

Investigation of Comment (up to 3 days)

CSM– Written follow up with person submitting comment

GTA Policy & Procedure Manual Policy 1.A. 2

1A: System Wide Policies

1.A.3 Disruptive Behavior Approved by GTA Board: 3/22/2011 Revised:

The Greensboro Transit Authority is concerned about the security and safety of the traveling public and bus operators. We believe that it is the obligation of each and every member of the traveling public to contribute to the safety of the bus, SCAT vehicles, bus shelters, bus stops, the Depot, and any bus transit facilities, by refraining from threats, violence or any activities that may provoke violence. To this end, a standard of conduct is expected from every patron of the GTA system, whether on a transit vehicle or at any transit facility. Any time inappropriate behavior is exhibited on transit properties, the person(s) may lose the privilege of using the GTA system. Safety is everyone’s responsibility and we require anyone that witnesses inappropriate behavior in or around transit facilities to report it to security before boarding or to the transit operator after boarding.

DEFINITIONS Violence. Physical force employed so as to violate, damage, abuse, injure, or strike in any manner.

Threat. An expression or action showing intent to inflict harm. The giving of signs or warnings of violence or the announcement of violence as a possibility.

Transit Properties. Any capital equipment, buses, designated GTA stops, personal property, and transportation facilities used in connection with the GTA system.

Inappropriate Behavior. Any conduct that does not demonstrate respect for the rights and dignity of others or that interferes with the orderly provision of transportation services. Following are examples of inappropriate behavior, which will not be tolerated in or around transit facilities. This list is not intended to be all-inclusive. Other behaviors offensive to Transit operators or passengers can be considered inappropriate behavior resulting in temporary or permanent suspension of ridership. The distinction

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between the various levels of behavioral infractions is one that may not be easily defined. In applying consequences to address specific behavioral issues, two variables must be considered: severity of the behavior and frequency of the behavior.

Examples of inappropriate behavior include but are not limited to the following:

TYPICAL MINOR VIOLATIONS • Profanity • Refusal to share seat with another passenger • Body odor or personal hygiene which disturbs the reasonable comfort of other passengers or transit operators • Talking too loudly • Trying to distract driver’s attention • Pushing and jostling when getting on the transit vehicle • Changing seats while the transit vehicle is in motion • Crowding to the door before the transit vehicle stops • Eating or drinking on transit vehicle • Loud music TYPICAL MAJOR VIOLATIONS • Physical Violence, Intimidation and/or Harassment toward another passenger or operator • Discourteous treatment of passengers or transit operators • Participation in illegal activity (sale, distribution, possession of stolen property or controlled substances such as alcohol, narcotics, etc., in or around City transit facilities) • Possession of weapon on or around City transit facilities • Sexual touch or comment that is unwanted by the recipient • Touching a sexual part of the body either directly or indirectly via physical contact or force • Filing a complaint against a passenger(s) or transit operator(s) alleging inappropriate or illegal action that is determined after an investigation to have been filed by the complainant because of fraud, corruption, or malice. • Damaging or destroying City transit facilities or the personal property of another passenger or transit operator • Drinking alcoholic beverages • Uttering death threats

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• Language intentionally used to threaten or intimidate another passenger or transit operator • Use of racial slurs, racial/ethnic name calling, displaying racist behaviors • Throwing objects in transit vehicle or out of windows • Use of tobacco or smoking on transit vehicle • Spitting • Failure to obey the transit operator • Public Intoxication

CONSEQUENCES A range of consequences or strategies will be used to address violations of this policy. In accordance with 28 CFR Part 36, Subpart B, Section 36.208 Direct Threat of the Americans with Disabilities Act, the determination of whether an individual poses a direct threat to the health or safety of others will be made on an individualized assessment, based on reasonable judgment that relies on current medical knowledge or on the best available objective evidence, to ascertain: the nature, duration, and severity of the risk; the probability that the potential injury will actually occur; and whether reasonable modifications of policies, practices, of procedures will mitigate the risk.

Body Odor or Personal Hygiene

A passenger may not be allowed on a vehicle if his or her body odor or personal hygiene will disturb the reasonable comfort of other passengers or transit operators. A passenger will be given notice and an opportunity to correct the odor or hygiene problem prior to discontinuing riding privileges, unless in the judgment of Transit staff, that person places existing passengers in extreme discomfort or is considered a health risk to others.

Violent Behavior

If it is determined that a passenger exhibits violent behavior towards him/herself, another passenger or the bus driver, the driver must notify the dispatcher/supervisor immediately. A street supervisor will meet the van and when applicable, with proper law enforcement officials, to remove the rider from the bus. The operations manager

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immediately contacts GDOT staff. GDOT staff will make verbal contact with the passenger, parent/guardian, agency officials (when applicable) to notify the passenger of suspension from transportation service until investigation of the incident is completed.

Minor Violations

Minor violations (Per Ride) of conduct rules are handled as follows: a. First Offense -Verbal warning by transit operator or security to correct behavior. b. Second Offense -Warning to offender or offenders that the offender or offenders will be suspended from transit services and will be put off the transit vehicle. If a passenger is put off the transit vehicle, the passenger is suspended from riding privileges on any transit vehicle for twenty-four (24) hours. Any time a passenger is put off the bus their bus fare shall be forfeited and if the passenger suspended is seen riding another transit vehicle during the suspension period it will be considered trespassing and the local police will be called to handle the situation. An incident report shall be completed. c. Third and Subsequent Offenses -Same as first major offense.

Major Violations

Major violations may result in:

a. Police action where a criminal act has occurred;

b. Immediate removal from transit vehicle and suspension; or

c. Very serious and/or repeat concerns may result in bus riding privileges being permanently terminated

Major violations (Per Ride) of conduct rules are handled as follows:

a. First Offense -Riding privileges could be suspended for one to five (5) days. A greater number of days are possible depending on the nature and severity of the offense as decided by GDOT staff. The offender is not allowed to ride any transit vehicle when put off for major violations. Any time a passenger is put off the bus their bus fare shall be forfeited and if the passenger suspended is seen riding another transit vehicle during the suspension period it will be considered trespassing and the local police will be called to handle the situation.

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b. Second and Subsequent Offenses – Riding privileges may be suspended for a specified number of days or indefinitely depending on the nature and severity of the offense as decided by GDOT staff.

PROCEDURE

1. Passenger Complaints: Passenger complaints should be directed to the Transit Office. Security is responsible for writing up an incident report and correcting inappropriate behavior on transit properties. 2. Incidents On-Board Transit Vehicles: When a passenger exhibits inappropriate behavior on a transit vehicle, the transit operator will complete an incident report. The incident report is given to a supervisor and/or the operations manager by the end of the working day.

3. Reports by Security or Law Enforcement: When a person exhibits inappropriate behavior on transit properties other than transit vehicles, security will complete an incident report. If a passenger is suspended from the bus by security or law enforcement, the security guard will confer with the Street Supervisor. Both the security guard and the street supervisor will complete an incident report.

4. Submission of Incident Report: Completed incident reports will be submitted to both the Operations Supervisor and GDOT staff within 24 hours of the incident. The operations manager will prepare a written letter to GDOT recommending suspension of transit riding privileges by the end of the next working day. The letter should state why the passenger should be suspended, documented history of disruptive behavior, etc.

5. Investigation of Incident: Within forty-eight hours following receipt of an incident report, GDOT staff will further investigate the matter. This investigation will include conversations with the operations supervisor, driver, security guard, law enforcement, parent/guardian, agency officials, and the allegedly disruptive passenger, as appropriate. On the basis of this investigation, GDOT staff will determine if further action is merited.

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6. Notification of Passenger: If appropriate, GDOT staff will prepare a letter to the allegedly disruptive passenger, informing them of his/her pending suspension and advising them of their right to an investigative a hearing date.

7. Investigative Hearing: If requested, an investigative hearing will be held by GDOT within 14 days of receipt of the passenger’s request. Once the incident has been heard by the appropriate staff (Operation’s Supervisor or his/her designee, Public Transportation Manager, GDOT staff, driver and security guard), a decision will be made as to whether or not the passenger is eligible to use the bus service.

GDOT will make the final decision as to the length of suspension or whether permanent termination of transit riding privileges is appropriate. This decision will be communicated verbally to the operations manager, the parent/guardian of the passenger, and agency officials, where applicable. Only GDOT personnel have the authority to suspend a rider from fixed route bus service.

GDOT staff will prepare a letter confirming the passenger’s suspension. The letter will be sent to the operations manager, the passenger or passenger’s parent/guardian, and agency official (when applicable).

When the suspension has been completed, GDOT staff will inform all interested parties via written communication that the passenger is eligible for bus service, but that his/her behavior will be closely monitored for 30 calendar days. If there is another documented incident of disruptive behavior, the passenger will be suspended for a longer time period or indefinitely.

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1A: System Wide Policies

1.A.4 Driver Conduct Approved by GTA Board: 3/22/2011 Revised:

GTA SCAT drivers are to conduct themselves in a professional, courteous, and respectful manner at all times, ensuring safe and comfortable transportation service to members and their attendants and companions.

IMPLEMENTATION PROCEDURE:

SCAT drivers are to conduct themselves at all times in a professional manner.

Drivers are to treat all members, their attendants, and companions courteously and respectfully.

Drivers are to provide assistance as necessary or requested to ensure that members can safely board and alight the vehicle.

Drivers should be sensitive to the needs of all riders who may travel infrequently or have anxiety about traveling. Drivers should help to make these riders feel secure by ensuring assistance to the rider in boarding and alighting the vehicle, allowing adequate time for the rider to get settled in the vehicle. If drivers are unsure about the level of assistance to provide or offer to the rider, it is often best to ask the rider if assistance is needed.

In instances where multiple vans arrive at a destination simultaneously to pick up SCAT riders, drivers are to enter the facility and announce who they are there to pick up. It is expected that the SCAT riders remain inside until this announcement is made.

Smoking is prohibited while operating any GTA vehicle.

Drivers are not to eat or drink on board a GTA vehicle at any time.

Drivers are not to use their cell phones while the GTA vehicle is in motion.

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1A: System Wide Policies

1.A.5.a Fares: Fare Structure Approved by GTA Board: 2/27/2007 Revised: 10/25/11

Effective July 1, 2012, the fare structure was approved as follows:

One Way Fare Adult $1.50 Student (6-18 years) $0.75 Senior (60+ years) $0.75 Disability and Medicare-Medicaid Card Holder $0.75 Child (5 years and under) Free Transfer Free Career Express Free

One Day Unlimited Ride Pass Adult $4.00 Senior (60+ years) $2.00 Disability and Medicare-Medicaid Card Holder $2.00

11-Ride Pass Adult $14.00 Student (6-18 years) $7.00 Senior (60+ years) $7.00 Disability and Medicare-Medicaid Card Holder $7.00

31-Day Unlimited Ride Pass Adult $58.00 Student (6-18 years) $29.00

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Senior (60+ years) $29.00 Disability and Medicare-Medicaid Card Holder $29.00 Child (5 years and under) Free Transfer Free

SCAT Passes One-Way Cash Fare $1.50 10-Ride Pass $14.00 40-Ride Pass $48.00

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1A: System Wide Policies

1.A.5.b Fares: Paratransit Rider’s Free Approved by GTA Board: 1/24/2017 Use of Fixed Route Service Revised: 10/17/16 Effective: 2/1/2017

Any certified paratransit rider with an active eligibility status may use GTA’s fixed-route service at a no cost. The client’s use of the fixed-route service will not affect his or her eligibility for use of the SCAT paratransit service. In order to ride the fixed-route service at a no cost, the client must present his or her non-transferable, photo identification card to the operator when boarding the bus. In the event that the certified client is riding with a Personal Care Attendant (PCA), the PCA will be allowed to ride at a cost of half-fare.

Any SCAT client determined by the Public Transportation Division Manager to have transferred their GTA issued photo identification card to an ineligible person or has been determined to have abused their privilege to ride the fixed route at no cost with a PCA paying half-fare will not be eligible for use of the fixed route service for a period of thirty (30) days or until the occurrence has been investigated and a decision regarding the occurrence has been rendered.

Any client determined to have repeatedly violated this policy may have their privilege to ride the fixed-route service at no cost permanently revoked.

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1A: System Wide Policies

1.A.5.c Fares: Personal Care Attendants Approved by GTA Board: 3/22/2011 or Companions Revised:

A Personal Care Attendant (PCA) is someone assigned or employed specifically to help the eligible individual meet his/her personal needs. Personal Care Attendants are allowed to travel with an eligible rider free of charge. One companion (in addition to a Personal Care Attendant, if required) will be allowed to accompany an ADA eligible passenger. Additional companions may be allowed on a space-available basis.

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1A: System Wide Policies

Approved: 10/25/11 1.A.5.d GTA Reduced Fare Program Revised: 01/07/13 Policy

The Greensboro Transit Authority offers a reduced fare for the elderly (defined as persons 60 years of age or older), persons with disabilities and for persons on both Medicare and Medicaid during all hours of operation. Under GTA’s reduced fare program, passengers are required to show proof of eligibility, i.e. a valid Medicare or Medicaid card, or the Guilford Community Care Network “Orange Card”, along with a government issued photo I.D. card in order to be eligible for the reduced fare program.

Implementing Procedures:

Option 1 ‐ Onsite

1. Persons on both the Fixed Route and SCAT Paratransit Complementary services should come to the J. Douglas Galyon depot, located at 236 E. Washington Street, to receive their GTA issued photo I.D. Photos are taken during the following dates and times: Tuesdays between 10 am and 1:45 pm, and Thursdays and Fridays between 1 pm – 3:45 pm. Persons must be prepared to show proof of eligibility, i.e. the Guilford Community Care Network “Orange Card”, or a Medicare or Medicaid card, along with a government issued photo I. D. card.

2. Transportation to the depot to have the GTA issued photo I.D. is free of charge for SCAT riders. For travel arrangements, persons should call SCAT Reservations at 336‐333‐6589.

Option 2 – Off Site

3. Individuals unable to travel to the depot may make arrangements with the GTA Customer Service office to have a representative come out to their facility or agency to take their photo for this purpose.

4. With advance notice, GTA staff will attend agency events and offer photo I.D.s to eligible clients whenever possible.

Option 3 – Digitally through Agency Assistance

GTA Policy & Procedures Manual Policy 1.A.5 Page 1

5. In the alternative, agencies wishing to assist their clients in obtaining their photo I.D. card may do the following:

a. Take a digital photo of their client at their location. b. Compile a letter on agency letterhead certifying that the recipient is eligible for GTA’s reduced fare program. c. Provide GDOT/GTA with the recipient’s mailing address. d. Email these items, to include the photo, the agency letter on letterhead, the last four digits of the client’s Social Security number and the recipient’s mailing address to: Customer Service Manager Courtney Johnson Courtney.johnson@greensboro‐ nc.gov certifying that the individual is eligible for the reduced fare.

6. GTA will, in turn, mail the individual his or her GTA photo I.D. to the address provided by the agency within 3‐5 business days.

7. For persons who are homeless or in transitional housing, the agency should communicate to the GTA representative where the photo I.D. should be mailed.

GTA Policy & Procedures Manual Policy 1.A.5 Page 2

1A: System Wide Policies

1.A.6 Inclement Weather Approved by GTA Board: 3/22/2011 Revised:

The Greensboro Transit Authority does not close for inclement weather. Employees are expected to be available as needed or as scheduled.

During inclement weather conditions, GTA will implement one of the following plans:

1. Continue bus service to major thoroughfares that have been plowed, but not on unplowed neighborhood or side streets that are difficult or dangerous to negotiate during bad weather. (Please note that delays may be expected under these conditions, but bus service will be provided to the fullest extent possible.)

2. When even the main thoroughfares prove too hazardous for safe bus travel, all bus service will be temporarily discontinued.

3. SCAT service will be provided on a limited basis to dialysis clients.

4. When weather conditions require GTA to suspend buses, SCAT service will also be suspended.

Upon confirmation of service changes from the Public Transportation Manager, public information regarding services is to be disseminated using all of the following methods

Available Social Media

Local Television Media Closing and Delays - WFMY, WGHP

Channel 13

Websites - Greensboro Transit Authority, HEAT, City of Greensboro

SCAT Connect

GTA Policy & Procedures Manual Policy 1.A.6 Page 1

1A: System Wide Policies

1.A.7 Major and Minor Service Reduction Approved by GTA Board: 4/27/2010 Revised:

Major Service Change

A major service change is a change that affects at least 15% of the route (as measured in terms of revenue hours). The process for major service changes are as follows:

GTA staff identifies a potential service change.

GTA staff investigates the feasibility of the proposed change and its impact on ridership, revenue hours of service, vehicle requirements, and operating cost. Fieldwork is undertaken to identify possible barriers to implementation (for example, there may be no place to turn the bus around). GTA staff reports its findings to the GTA Board, which directs staff to continue the process or to place the proposal on hold.

GTA conducts one or more public meetings on the proposed change.

GTA staff conducts a public hearing to present findings to the GTA Board and may also offer a recommended course of action. The GTA Board makes the decision whether to implement the change.

A major service reduction would proceed according to the following principles:

Every effort would be made to preserve current levels of service on the core routes of the system. These are routes with the highest ridership and productivity that, taken together, constitute over 50 percent of GTA ridership.

Service cuts would focus on frequency first, then on days of service, then on span of service, and finally on discontinuation of entire routes. A decision that all service on a particular day or time of day would be discontinued is possible, even for core routes.

The availability of alternate transit service nearby would be a specific factor in a decision to terminate a route, and neighborhoods currently with bus service would be left without service only if existing ridership and productivity were extremely low.

GTA Policy & Procedures Manual Policy 1.A.7 Page 1

Routes funded through alternate sources (e.g., HEAT routes) would not be affected, assuming that appropriate funds continued to be provided for these routes.

Minor Service Change:

A minor service change is a change that affects less than 15% of the route (as measured in terms of revenue hours). The process for minor service changes are as follows:

GTA staff identifies a potential service change.

GTA conducts one or more public meetings on the proposed change.

GTA staff develops a recommendation and presents it to the GTA Board as an information item.

A minor service change may include changes in routing and/or scheduling which are time-sensitive and critical to the daily operations of bus service (e.g., a detour or a road closure).

This change would eliminate the need for a public meeting. GTA would implement the changes immediately and inform the Board at the earliest opportunity.

GTA Policy & Procedures Manual Policy 1.A.7 Page 2

1A: System Wide Policies

1.A.8.a Disparate Impact Policy Approved: May 28, 2013 Revised:

POLICY: The Disparate Impact Policy establishes a threshold for GTA to determine whether a given action, i.e. major service change or fare change, would have a disparate impact on minority populations compared to non-minority populations. It serves to mitigate any practice, while neutral on its face, would have the effect of excluding or adversely affecting members of one of the protected groups, identified by race, color, or national origin. As per the FTA Circular 4702.1B, the Disparate Impact Policy applies only to minority populations. A minority transit route is one that operates through areas with a disproportionately high concentration of minority populations for a significant portion of its length.

The Greensboro Transit Authority’s disparate impact threshold to determine if the adverse impacts of a major service change or a fare adjustment is established at 15 percent based on the cumulative impact of the proposed service or fare changes. This threshold applies uniformly to all services, without regard to mode, until the next Title VI program submission, three years from the date of the FTA approved program.

Policy & Procedures Manual

1A: System Wide Policies

1.A.8.b Disproportionate Burden Policy Approved: May 28, 2013 Revised:

POLICY: The Disproportionate Burden Policy establishes a threshold for determining whether a given action, i.e. a major service change or fare change, would have a disproportionate burden on low-income populations versus non-low-income populations. It mitigates any practice, while neutral on its face, would have the effect of excluding or adversely affecting members of this protected class. As per the FTA Circular 4702.1B, the disproportionate burden policy applies only to low-income populations that are not also minority populations; a low-income transit route is defined as a route that operates through areas with disproportionately high concentrations of low-income populations for a significant portion of its length.

The Greensboro Transit Authority’s disproportionate burden threshold to determine if the adverse impacts of a major service change or a fare adjustment is established at 15 percent based on the cumulative impact of the proposed service or fare changes. This threshold is applied uniformly to all services, without regard to mode, until the next Title VI program submission, three years from the date of the FTA approved program.

Policy & Procedures Manual

1A: System Wide Policies

1.A.9 Petitioning, Solicitation and Approved by GTA Board: 11/23/2004 Distribution of Literature Revised:

The Greensboro Transit Authority, hereinafter GTA, in accordance with the City of Greensboro Code of Ordinances, Chapter 20, does not allow begging or soliciting of alms at the Depot or at any bus stop within Greensboro City limits. The GTA does not allow petitioning, distribution of literature or leaflets, canvassing or similar types of appeals by members of the public within the Depot facility. Failure to comply with this policy will result in expulsion from the Depot.

The GTA has designated the courtyard at the Depot, located on the track level of the facility facing Washington Street, as indicated on the attached map, to be used for any groups or individuals who wish to petition, canvass or distribute literature to the public. Questions concerning the limitations and legalities of such activities outside the buildings at the Depot should be addressed to the City Attorney’s Office.

GTA Policy & Procedures Manual Policy 1.A.9 Page 1

1A: System Wide Policies

1.A.10 Public Participation Approved by GTA Board: 4/27/2010 Revised: 2/26/14

GENERAL

This policy is prepared for the purpose of obtaining and considering public comments for fare increases and major and minor service changes of the Greensboro Transit Authority (GTA).

SCOPE OF PARTICIPATION

GTA shall review and consider all comments from all sources, including but not limited to: affected citizens, private mass transportation service providers and local elected local officials.

PUBLIC HEARING

Notice of a public hearing for proposed fare increases or major service changes will be given by GTA for publication in a local newspaper of general circulation not less than thirty (30) days prior to final action being taken. The notification will state the purpose of the hearing to include the location, date and time. The public hearing will be open to the public and held in accordance with local, state and federal law. Any person who wishes to provide comments regarding the proposed fare increases or major service changes may either: (1) attend the public hearing or (2) submit comments in writing to the GTA offices on or before the scheduled hearing date.

All comments to the proposed fare increases or major service changes, whether presented in writing or in person at the public hearing will be reviewed and considered by GTA Board prior to taking final action on the matter.

The GTA Board will review the Public Transportation staff recommendations at the public hearing, after which the Board may choose to implement the change or place the recommendation on hold for further discussion or information. The final GTA Board action will be available for public inspection for at least thirty (30) days.

GTA Policy & Procedures Manual Policy 1.A.10 Page 1

Public Participation Plan Adopted February 26, 2014

Background and Goals Authority for Regional Transportation (PART) as well as any fare changes or major service changes that may The Greensboro Urban Area Metropolitan be proposed by either agency. Planning Organization (MPO) develops and coordinates The tiers of public involvement described here transportation plans and other documents for an urban- are intended to match project types with an appropriate ized area including the City of Greensboro. These ef- level of public participation. They provide guidance on forts range from the Long-Range Transportation Plan the baseline or minimum level of public participation (LRTP) and Metropolitan Transportation Improvement activities necessary for various planning-related items. Program (MTIP), which affect the entire area, to small- They are neither exhaustive nor comprehensive; other er-scale preliminary studies and plans. strategies may be used as needed (some The MPO has developed the Public Par- possibilities are given in a Toolkit be- ticipation Plan to support its goals of Who’s the public? low). The plan seeks to emphasize equity providing timely notice, education, and For our purposes, the public through enhanced opportunities for par- information to the public regarding includes residents; public agen- ticipation in the process by low-income planning activities and giving the public cies; anyone involved with public transportation, freight, and minority populations. Where a partici- a reasonable opportunity to share their nonmotorized transportation, pation strategy is intended to help reach these views with decision-makers. The public the disabled, safety, and security; communities, it is marked with an asterisk (*). participation plan should provide a reli- and any other parties interested able opportunity in the transportation in transportation planning. Some minor items are per- decision-making process for interested formed administratively with limited residents to learn more, share their views and have them public involvement. Area-wide plans or specifically considered, and receive a response where projects with significant community impacts would be appropriate. This plan outlines a policy structure to help classified as Tier 2 or 3, because they merit a higher de- facilitate such a process. gree of public participation than will be sought for smaller, localized projects with few impacts, which In 2007 the MPO adopted a new PPP as a re- would be classified as Tier 1. Tiers build upon other sult of evaluation of the Public Involvement Plan (PIP) tiers, so Tier 1 provides a minimum set of tasks for any in place since 2001. The 2007 PPP significantly im- activity requiring public involvement. For projects not proved the old PIP with guidance on a wider range of explicitly listed in this plan, MPO staff, subject to the situations, flexibility to vary the approach depending on oversight and guidance of the Transportation Advisory the circumstances, and suggestions for trying new Committee (TAC) of the MPO, will determine and as- methods when appropriate. This approach has worked sign appropriate tiers. well and continued under the 2013 PPP Update undertaken to clarify the different levels of changes that can occur with the LRTP and the MTIP, and when public involvement is necessary with those changes. The purpose of the 2014 update is to extend the Public Partici- pation Plan to cover the Program of Projects documents prepared annually by MPO member agencies the Greensboro Transit Authority (GTA) and the Piedmont

Planning for the transportation future

LEAD PLANNING AGENCY: CITY OF GREENSBORO DEPARTMENT OF TRANSPORTATION P.O. BOX 3136 GREENSBORO, NORTH CAROLINA 27402-3136 ∙ 336 373-4368 ∙ fax 336 412-6171 ∙ www.guampo.org

Procedural Tier: Minor Modifications Amendment or Administrative Modification? Items falling under the Procedural Tier do not Administrative Modification – a revision to the Metropolitan require a formal public involvement process outside Transportation Improvement Program (MTIP) that is not signif- the regular meeting structure of the MPO. Members icant enough to be considered an amendment. Examples include of the TAC will represent residents in making deci- changes in project cost, moving a project phase from one fiscal sions, and materials will be distributed to inform stake- year to another, or modifications of project scope or funding source. Administrative modifications will generally be present- holders and implementing agencies of changes. Resi- ed to TAC for informational purposes. Public notice will be dents may also attend and speak at each TAC meeting given through the MPO’s regular meeting notice provisions and upon recognition by the TAC Chair, who may impose routine distribution lists consistent with Procedural Tier provi- a reasonable time limit for speakers. sions.

Items in this tier would include the following: Routine Amendment – a revision to the MTIP that is consistent with federal and state requirements for TIP • Administrative modifications or routine amend- amendments. Examples include the addition or deletion of ments to the MTIP. non-regionally significant project(s), a substantial change in the design concept of a non-regionally significant project, or the • Modifications of the LRTP text, analysis, or to addition of a new funding phase not previously provided for. account for minor project changes (changes not Public notice will be given through the MPO’s regular meeting requiring a new conformity determination) or notice provisions and routine distribution lists consistent with Small projects with few impacts, and Procedural Tier provisions.

• Technical/preliminary/exploratory studies. Major Amendment – a revision to the MTIP that triggers a new conformity determination and a LRTP amendment is Tier 1: Limited Geographic Reach considered a major amendment. Major amendments will be The first and most basic level of formal pub- developed using Tier 2 public involvement provisions. lic participation outside the regular meeting structure of the MPO is applied to Tier 1 projects, studies, and the public participation process are also wel- plans, which affect a relatively small geographic area come; or number of people. The following list, while not • The due date for comments; exclusive, indicates the types of documents that • Information about any public meetings that would qualify as Tier 1: have been scheduled (date, time, and location); and • Small projects with significant impacts, • A note regarding where to find any additional • Studies affecting portions of the urban area, and information on the Internet. • Geographically focused plans (specific to small parts of the area). Staff will make efforts to include maps, photos, or renderings on public notices to attract interest, These types of documents tend to be relative- but textual descriptions may be more appropriate uses ly uncontroversial. If greater public interest is evident of space in some cases. or expected, additional public involvement tools

should be used. In general, though, the following are 2. The public notice (ad or poster) will be submitted the minimum requirements: to the following outlets, which will also be advised of any significant developments during the 1. A public notice inviting comments at the begin- public review period: ning of the public review period. It will contain the following information: • At least two major newspapers, with one display ad per major newspaper, to include publications • Locations where the document can be reserving minority communities. MPO staff will viewed; maintain the list of newspapers.* • Instructions for submitting comments; • Local access cable television station. • Contact information for questions or addi- • City of Greensboro and GUAMPO Website. tional information, noting that comments on • Press release to media outlets. MPO staff will maintain the list of media contacts.*

Public Participation Plan Page 2 of 6

• (as appropriate) Local newspapers and repre- • Responded to as appropriate, which could in- sentatives of the Towns of Oak Ridge, Pleas- clude a direct communication to the comment- ant Garden, Sedalia, Stokesdale, and Summer- er or a response in the revised document; field, based on the project’s geographic reach. • Documented and presented to the MPO’s • TCC and TAC members, as well as repre- Technical Coordinating Committee (TCC) sentatives of stakeholder agencies. and TAC, in summary form or verbatim, before a vote is taken to adopt the plan or doc- 3. The Limited English Proficiency Plan should be ument in question; and consulted to determine if additional steps should be taken to reach out to language groups with sig- • Included in summary form or verbatim with nificant numbers of Limited English Proficiency final documents, if sufficiently significant. individuals for Tier 1 projects.* 4. Documents shall be available for public review Tier 2: Larger Geographic Reach or Impacts for 30 calendar days at the following locations. The second level of public participation is • City of Greensboro Clerk’s Office, applied to Tier 2 projects, studies, and plans, which • Guilford County Commissioners Office, are generally more significant and community- • GDOT Office, oriented (such as a project requiring the purchase of new right-of-way along most of its length). They may • NCDOT Division 7 Office, also have impacts on minority and low-income com- • Greensboro Central Library, and munities, so additional efforts such as those listed in the toolkit should be made to reach affected popula- • GUAMPO Website. tions as appropriate.* The following list, while not Documents should contain maps, photos, exclusive, indicates the types of documents that renderings, or other visualization tools to aid in un- would qualify for Tier 2. derstanding and shall be as jargon-free and succinct as • possible.* At a minimum, visualizations should in- Adoption of the MTIP. clude the corridor or location of the plan or project. • Major Amendments to the MTIP or LRTP, and As appropriate based on geographic impacts, officials Conformity Analysis Reports. of the Towns of Oak Ridge, Pleasant Garden, Sedalia, • Major projects, studies, plans, or amendments Stokesdale, and Summerfield may receive the docu- impacting much of the urban area or affecting ment. Because of limited operating hours in some of minority or low-income populations significantly these towns’ government buildings, each town’s pub- or in unusually high proportions.* lic review display location shall be at their discretion. • The Program of Projects (POP) documents pre- The document shall also be available on the Web for pared annually by MPO member agencies the the duration of the public review period. The Web GTA and the PART (See next page for more infor- site is visually accessible and is designed to be com- mation). patible with assistive technology tools.* • Fare changes and major transit service changes 5. During the public review period, comments shall (See next page for more information). be allowed to be submitted: For these types of documents, the minimum • in writing, requirements include all Tier 1 items as well as the • via e-mail, and following. • through Internet forms if available. 1. For the newspaper selected that serves minority 6. Public comments received will be communities, the public notice display ad shall be • Acknowledged with a written or e-mailed re- run at least twice and in different weeks.* Two or ceipt message for comments submitted in writ- more different notices may be used in place of a ing, via e-mail, or through Internet forms; single repeated notice if the substantive information is the same.

Public Participation Plan Page 3 of 6

Program of Projects (POP) nificant numbers of Limited English Proficiency individuals for Tier 2 projects.* • POP is the requirement under the Federal Transit Funding Section 5307 which is a formula grant program Fare and Service Changes for urbanized areas providing capital, operating, and planning assistance for mass transportation. • Major service changes and any change in the fare structure will be made available for public input and the • POP documents prepared annually by MPO member GTA or PART Board consideration prior to agencies the Greensboro Transit Authority (GTA) and implementation. the Piedmont Authority for Regional Transportation • Major service changes include creating any new bus (PART). The POP follows the procedures of the MTIP. route; or other service changes expected to result in a (1) decrease or increase of 25% or more of the route • The public involvement activities and time established for revenue miles on any individual route; or (2) decrease or public review and comment on the MTIP satisfy the POP increase 25% or more of the route revenue hours on any requirements of the Federal Transit Funding Program individual route; or (3) decrease or increase 25% or Section 5307. more of the ridership on any individual route. • The public involvement activities and time established for • The procedures for public involvement for the POP public review and comment follow Tier 2 procedures. follow the procedures associated with MTIP • All public comments and activities will be solicited in a development including public involvement activities and report and give to GTA Board or PART Board. time established for public review and comment. • After reviewing public comments and the analysis of the changes, the Board may authorize staff to implement the • Therefore, the public requirements for the POP satisfy changes or may direct other action. the public participation plan requirements of the Section 5307 Program from FTA.

• One special requirement applies to the POP: the public 4. Documents shall be available for public review at announcement of the proposed POP must contain a all locations from Tier 1 as well as the following statement that the proposed program will be the final additional locations: NC A&TSU Library, UNCG program unless amended. Library, and Greensboro Public Library branches serving minority and low-income areas.* 2. Public notices (announcements, ads or posters) 5. An electronic notice will be sent to a list of inter- should be placed in the following additional loca- ested parties, including representatives of neigh- tions. borhood and community organizations, especially • PART administrative offices, transit hub, and in minority and low-income communities, to pro- onboard buses, where possible; vide timely information about public comment • GTA administrative offices and onboard bus- periods and meetings. A project blog would also es;* meet this requirement. Postal mailing will be used • Bulletin boards in City-operated parking upon request.* decks;* and 6. TCC meetings shall include additional agency in- • City-operated recreation centers in minority vitees as appropriate in order to involve the prop- or low-income communities impacted by the er officials and ensure adequate consultation with item in question.* interested parties. Municipalities in the Piedmont Triad region 7. At least one public meeting should be held. This but outside the MPO shall also receive notices for in- may be before the document is released, to dis- formational purposes, which they may post at their cuss the project and receive input, or it may be discretion. These municipalities may also be provided during a document review period, to present the with materials for public review on request. document and solicit comments. 3. The Limited English Proficiency Plan should be consulted to determine if additional steps should be taken to reach out to language groups with sig-

Public Participation Plan Page 4 of 6

• The MPO shall make efforts to ensure that • All City-operated recreation centers; scheduling and location are accessible to the • Places of worship in affected areas,* and public (this includes a location near public 3. Public notices and advertisements should be sub- transit, a time when transit is operating, as mitted for posting to the leading Spanish-language well as an accessible building and room for newspaper (in Spanish). individuals with disabilities).* The Limited English Proficiency Plan should be • Special services shall be available upon five consulted to determine if additional steps should business days advance notice, when practical, be taken to reach out to language groups with sig- and subject to availability of services and re- nificant numbers of Limited English Proficiency sources. These special services include transla- individuals.* tion for non-English speakers, materials for the visually impaired, and services for the deaf 4. Targeted mailings should be sent to the transit op- and hard of hearing, in accordance with City erator’s community organizations mailing list.* policies. The availability of these services 5. Multiple public meetings shall be held. At least one should be mentioned in public notices.* should be in a transit-accessible location.*

6. Documents shall be available for review at all Tier Tier 3: Very Broad and Long Range 1 and 2 locations as well as at all Greensboro Public Library branches. Visualizations in docu- The most involved level of public participa- ments should include photos, graphics, or render- tion is applied to Tier 3 plans and programs, which ings to enhance understanding.* may be similar to Tier 2 programs but carry higher Toolkit: Additional Procedures profiles and have more potential effects or impacts on residents and communities. This tier might include: Certain projects may merit additional public participation efforts, and a lower-tier project might • Plans that are the first of their kind in the area use some or all of the strategies outlined in higher • Major and comprehensive updates to the long- tiers. For example, it would be appropriate for a Tier range transportation plan beyond the scale of typi- 1 project revising a GTA bus route to use the Tier 3 cal updates: infrequently undertaken. The last full strategy of advertising onboard GTA buses. Other update was the 2030 LRTP adopted in 2004. possible strategies not required in any tier are listed below; the MPO should also consider other proce- For these types of documents, the minimum dures not listed here. requirements include all Tier 2 items as well as the following. • Post public notices in smaller newspapers, community centers, YMCA locations, YWCA, The 1. The MPO should use its most broad and inclu- Depot, major retail centers, public schools, sive contact list to ensure that as many people as churches, and agencies that work with the non- possible receive information. Items that should be English-speaking population, based on a project’s sent to this list include: location and impacts.* Major retail centers and • Progress/update newsletters to provide time- public schools may also be good locations for ly notice at project kick-off, at the beginning document review and public meetings. of public comment periods, and otherwise as • Consider using an online project journal (blog) appropriate; for projects where progress updates will be fre- • Postal mailings to generate interest and an- quent and important in sustaining momentum. nounce public meetings or workshops; and • Accept comments over the phone or in person, • Surveys to elicit comments that might not allowing those with limited writing skills to com- otherwise be volunteered. ment.* • 2. Public notices and advertisements should be Hold workshops or design charettes instead of submitted for posting to standard public meetings or drop-in sessions.

Public Participation Plan Page 5 of 6

• Promote public participation through social me- review of its effectiveness. Other data that might be dia. Distribute information via the MPO Face- used for evaluation purposes include attendance at book page. meetings, the quantity of comments, and Web site • Hold multiple public meetings at various loca- usage statistics. Anonymous tally sheets in documents tions throughout the planning area (at least one at public review locations will record the number of location must be accessible). At least one should people using each location. Locations with low usage be in the evening or on a weekend to allow those could be considered for elimination or replacement with traditional work schedules to attend, and at when this plan is revised. least one should be during the traditional work If a review leads to a minor amendment of day to allow those who work in the evenings or the public participation plan (procedural or adminis- on weekends to attend. A single drop-in session trative in nature), it shall be a Tier 1 process with a running from afternoon through evening satisfies 45-calendar-day public review period. If a review this time-of-day goal but not the Tier 3 multiple leads to a major amendment (a major revision or sub- meeting requirement. As appropriate, hold meet- stantial change in the design or methods of the Public ings in minority communities.* Participation Plan), then it shall be a Tier 2 Process. • Post “PUBLIC REVIEW ITEMS” placards or

posters near documents at public review locations. • Reverse the traditional flow of information: interested parties or groups could be invited to make presentations to the TAC, TCC, or other policy boards. • Provide a longer public review period. Comments on this Public Participation Plan? • Use special strategies in special situations for en- gaging low-income, low-literacy, or limited- The draft Public Participation Plan was out for English-proficiency populations:* public comment between December 26, 2013 and Feb- ruary 10, 2014. No comments were received during the • Fund neighborhood block parties public review period. • Engage faith-based groups • Offer food and child care or children’s activi- The MPO welcomes additional comments ties at meetings about public participation and/or this plan. Staff will keep your comments on file and use them to evaluate • Go door-to-door in communities and revise public participation procedures in the fu- • Make translation services available for meet- ture. Please submit comments to: ings without requiring a request, and advertise them Greensboro DOT Fax: (336) 412-6171 MPO Meetings PO Box 3136 [email protected] Meetings of the TAC and TCC are open to Greensboro, NC 27402 the public, and meeting minutes are public record. www.guampo.org Past minutes and the schedule of meetings are available at the MPO’s Web site. Prior to each meeting, a contact list of interested parties receives reminder notices, meeting agendas, and other material. To join this list, please contact an MPO staff member. The MPO and GDOT also publish regular newsletters to provide quick updates on projects and plans. Review of Effectiveness and Revision The MPO will consider comments on this plan at any time as part of a periodic and ongoing

Public Participation Plan Page 6 of 6

1A: System Wide Policies

1.A.11 Seat Belts Approved by GTA Board: 1/26/2010 Revised: 6/14/2011

It shall be the mission of the Greensboro Transit Authority to provide a safe, friendly, reliable transportation service for all of its passengers. All adult passengers are required to wear seat belts including both lap belts and shoulder harnesses on all Greensboro Transit Authority vehicles where these devices are provided. Children who weigh over 80 pounds are also required to wear seat belts and shoulder harnesses on all applicable GTA vehicles. Passengers with a medical or physical condition that prevents appropriate restraint by a seat belt, and passengers with a professionally certified mental phobia against the wearing of seat belts, are not required to wear seat belts under North Carolina law. Children under the age of 8 years old, and/or children who weigh less than 80 pounds, regardless of his or her age, are required to use a weight-appropriate child restraint device, i.e. a child restraint booster seat. The Greensboro Transit Authority will provide some booster seats and child carrier seats for children for use on its vehicles; however, if no child-restraint device is available, a child who weighs at least 40 pounds may be restrained by a properly fitted lap belt only. It should be noted, however, that belt-positioning booster seats can only be used with lap and shoulder combination safety belts, and must NEVER be used with just a lap belt. Children who weigh less than 40 pounds must ride in a weight- appropriate child-restraint device in all Greensboro Transit Authority vehicles where seat belts are provided. Riders should notify the reservationist while making their reservation in the event they would be traveling with a child weighing less than 40 pounds so that appropriate seating can be provided if needed. Operators are available to assist any passenger in the safe operation of safety belts upon his or her request.

Implementing Procedure

GTA Policy & Procedures Manual Policy 1.A.11 Page 1

• When boarding a GTA vehicle, the operator will instruct passengers sitting in ambulatory seating area to fasten their seat belt prior to the vehicle moving. • The operator will secure passengers who use mobility devises with 4 point tie downs, seat belt and shoulder harness if there are not medical or physical conditions that prevent appropriate restraint. • If the mobility device is equipped with a safety belt, the operator will ensure that the belt is fastened and the passenger is secure. • If the passenger refuses to use the restraint device offered to him, the operator will politely remind the passenger that the device is for his or her safety; however, if the passenger continues to refuse, the operator will notify the dispatcher that the passenger has opted not to use the restraint device and cite the reason. • The dispatcher will complete an incident report and record the reason the passenger chose not to use the restraint device. The report will be provided to the Transit Services Specialist by the next business day. • The Transit Services Specialist will note the reasons in the passenger’s file, which will be attached to the passenger’s electronic file for all future trips.

GTA Policy & Procedures Manual Policy 1.A.11 Page 2

1A: System Wide Policies

1.A.12 Service Animals Approved by GTA Board: 4/22/2008 Revised: 10/23/2018

The Greensboro Transit Authority (GTA) does not discriminate against individuals with disabilities. GTA is committed to employing reasonable measures to ensure that all residents of Greensboro may enjoy public transportation. In furtherance of this commitment, GTA desires to promulgate the following policy regulating the use of service animals on fixed-route buses, paratransit vehicles, and all other transportation facilities.

A service animal means any guide dog, signal dog, or other animal individually trained to work or perform tasks for an individual with a disability, including, but not limited to, guiding individuals with impaired vision, alerting individuals with impaired hearing to intruders or sounds, providing minimal protection or rescue work, pulling a wheelchair, or fetching dropped items. If any animal meets this definition, then it is considered a service animal irrespective of whether the animal has been licensed or certified by a state or local government.

Pets are prohibited on all GTA fixed-route buses, paratransit vehicles, and transportation facilities. When a patron accompanied by an animal attempts to access a GTA fixed-route bus, paratransit vehicle, or transportation facility, a GTA operator or employee may ask the patron if the animal is a service animal. If the patron indicates that the animal is a service animal, the GTA operator must permit the animal to access the fixed-route bus, paratransit vehicle or transportation facility. If the patron indicates that the animal is not a service animal, then the GTA operator or employee must prohibit the animal from entering upon any fixed-route bus, paratransit vehicle, or transportation facility. A GTA operator or employee may request that a patron provide proof that their animal is a service animal; however, if it is not apparent to the GTA operator or employee what type of service the animal provides to the patron, they may ask the patron, “What type of service does the animal provide?”

As mentioned above, GTA is committed to employing reasonable measures to ensure that all riders enjoy their experience on public transportation. GTA is sensitive to the health of the passengers that occupy the fixed-route buses, paratransit vehicles, and transportation facilities and, the cleanliness of the vehicles, facilities and seat availability for the riding public. For these reasons, service animals are not allowed to occupy a

GTA Policy & Procedures Manual Policy 1.A.12 Page 1

seat on a fixed route bus, paratransit vehicle, or a transportation facility. As long as the service animal does not obstruct any aisle or exit or interfere with other passengers entering, exiting, or riding GTA vehicles, the service animal may sit or lie at the owner’s feet under the seat, directly beside the owner’s mobility aid (Ex. Wheelchair, walker, scooter), between the owner’s knees or on the owner’s lap. If the owner has a need for the service animal to be on the seat beside them while performing the tasks or function for the owner, the owner must contact GTA’s ADA Transit Services Program Coordinator or designee to set up an appointment for an in-person assessment.

During or prior to the in-person assessment, the owner must have the supporting professional documentations validating the need for a service animal to occupy a seat beside him/her to perform the task or function. Once the ADA Transit Services Program Coordinator or designee receives the necessary documentation and determines that the special accommodations are needed, the owner will receive a photo ID to use while occupying the fixed route buses, paratransit vehicles, and transportation facilities.

A disabled patron employing a service animal must clean and dispose of all animal waste and ensure that the animal is controlled by a leash or harness at all times. GTA shall not be required to provide care or food for a service animal or provide a special location for it to relieve itself. A GTA operator or employee may exclude or remove any service animal if the service animal displays disruptive, vicious or aggressive behavior or constitutes a direct threat to the health or safety of others. In the alternative, a GTA operator may require any disabled patron who does not comply with this policy to disembark the fixed-route bus, paratransit vehicle or transportation facility, and GTA shall transport the patron and their service animal to their destination separately.

Operating Procedure:

• When a passenger attempts to board the bus with an animal, it is the responsibility of the operator to ask the passenger if the animal they have in their possession is a service animal or what tasks the animal has been trained to perform. • The operator cannot ask for photo ID cards for the animal or ask about the person’s disability.

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• If the passenger identifies the animal as a service animal, the operator must allow the passenger to board the bus without any further communication. • All service animals are professionally trained; therefore, the animal should remain with the passenger throughout their trip. • All service animals must sit or lie at the owner’s feet under the seat, directly beside the owner’s mobility aid (Ex. Wheelchair, walker, scooter); between the owner’s knees; or on the owner’s lap. • If the owner has a need for the service animal to be on the seat beside them while performing the tasks or function for the owner, the owner must contact the GTA’s ADA Transit Services Program Coordinator or designee to perform an in-person assessment to get authorization. • If the animal begins to roam the bus, growl or become aggressive at any time, the operator must first ask the passenger to take action to control the animal. • If the animal continues to show signs of aggression, the operator shall pull the bus over at the nearest safe location and advise dispatch of the incident. • If necessary, the operator will evacuate the bus. • The operator will distribute comment cards to the passengers on the bus following such incidents. • Dispatch will contact the proper authorities to assist. (Road supervisor, Greensboro Police Department, Animal Control and Operations Manager) • The Operations Manager will gather all incident reports and provide a detailed report of incidents to the General Manager and designated city staff person within 24 hours or the next business day. The owner may appeal the ADA Transit Services Program Coordinator or designee decision if it is determined that the service animal did not meet the necessary qualifications to occupy a seat. Filing an Appeal involves the following (1st Level):

1. All appeals must be filed in writing and addressed to: Assistant Public Transportation Division Manager P. O. Box 3136 Greensboro, NC 27402

If the applicant is unable to appeal in writing or needs special assistance, the owner may call the ADA Transit Services Program Coordinator at (336) 373-

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2166 for assistance in filing an appeal.

2. Appeals must be filed within 60 calendar days of receiving notification of the decision.

3. The Assistant Public Transportation Division Manager will make a decision regarding the original eligibility decision.

A written decision on the appeal will be provided within 30 calendar days, including reasons for the decision. If the decision is not provided within 30 calendar days, the owner will be allowed to have his/her service animal occupy a seat until such time as the appeal decision is issued. 4. If aggrieved by the decision of the Assistant Public Transportation Division Manager, applicants may appeal to the Public Transportation Division Manager within 30 calendar days of the Assistant Manager’s decision. 5. Appeals must be sent to (2nd Level): Public Transportation Division Manager P. O. Box 3136 Greensboro, NC 27402 6. If still aggrieved by the decision of the Public Transportation Division Manager, applicants may appeal to the Transit Eligibility Review Committee within 30 calendar days of the Director’s decision.

7. Appeals must be sent to (3rd Level):

Transit Eligibility Review Committee Greensboro Transit Authority P. O. Box 3136 Greensboro, NC 27402-3136 8. The Transit Eligibility Review Committee shall be comprised of the following individuals: Specialized Transportation Advisory (STAC) Committee Chair City of Greensboro ADA Coordinator Greensboro Department of Transportation Director Agency Representatives to be appointed by the GTA Board (4 Minimum) 9. Appellants are encouraged to state in appeal letter the reasons for disagreement with GTA’s eligibility decision. 10. After the committee receives the appeal, GTA transit staff will provide notification to the appellant of the day and time of the appeals hearing. Appellants are encouraged to bring to the hearing another person (agency representative, social

GTA Policy & Procedures Manual Policy 1.A.12 Page 4

worker, family member, etc.) who can provide support and/or additional information relevant to the appeal. 11. The committee will make a decision regarding the original eligibility decision. 12. The appellant will receive notification of the decision within 30 calendar days after the date of the hearing. 13. The decision of the Review Committee shall be final.

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1A: System Wide Policies

1.A.13 Service Area and Hours of Approved by GTA Board: 10/25/11 Operation Revised:

Service Area

The service area for GTA fixed route and SCAT paratransit services is the city limits of Greensboro.

Service Hours and Days

The hours and days of GTA fixed route and SCAT paratransit operation are:

Monday – Friday, 5:15 am to 11:30 pm Saturday, 6:00 am to 10:00 pm Sunday, 6:00 am to 6:00 pm

GTA fixed route riders are advised to check individual route schedules for specific service times.

Holidays

No GTA fixed route service is operated on New Year’s Day, Christmas Day and Thanksgiving Day. Modified service may be operated on other specified holidays such as Memorial Day, Independence Day and Labor Day. Check the GTA website or Public Information line [335-6499] for holiday schedules.

SCAT paratransit does not operate on Christmas Day or New Year’s Day. Limited medically-required service is available on Thanksgiving Day only for persons who use wheelchairs.

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1A: System Wide Policies

1.A.14 Carry-On Items Approved by GTA Board: 2/8/07 Revised: 4/24/12

Riders on GTA and SCAT services are limited to bringing on-board no more than four regular shopping bags or other small packages or parcels equivalent in combined number and/or size. They must be able to carry their carry-on items safely onto and off of the GTA or SCAT vehicle as well as safely control these items during vehicle operations. Packages or parcels may not obstruct the aisle, interfere with the operation of the passenger lift, or prevent seats from being used by other passengers. Personal bags or pocket books that are attached to mobility aids will not be counted towards the limit on carry-on items, as long as they do not impede the securement of that mobility aid and do not require special assistance from the operator. Further, carry-on items must not jeopardize the safety, or disturb the reasonable comfort, of the passengers or transit operator.

No other large carry-on items (with the exception of wheelchairs, shopping/utility carts, strollers, car seats, bicycles, walkers and small luggage that can be safely stowed under the seat, or otherwise controlled by the passenger without obstructing the aisle), will be allowed on the vehicle. In the event the GTA or SCAT vehicle arrives and the passenger exceeds the allowed number or size of carry-on items, the operator will notify the dispatcher and the dispatcher will advise. All violators of this policy will be subject to disciplinary action under the Greensboro Transit Authority’s Disruptive Behavior Policy [Policy 1.A.3].

IMPLEMENTING PROCEDURE

Wheelchairs: GTA vehicles are equipped with sections to accommodate all wheelchairs as defined by ADA. Mobility devices not meeting ADA guidelines will not be allowed on GTA vehicles.

Shopping/Utility Carts: Shopping or utility carts with a four bag maximum will be allowed on board the bus, provided that they meet the following guidelines: • Items must not block the aisle at anytime. • Items or carts must not restrict passenger movement, or impede the evacuation of the bus in an emergency situation. • All items must be controlled by the passenger. • Packages or bags must not occupy the bus seat at any time if the bus is crowded.

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• Shopping/utility carts are not allowed within the wheelchair securement area at anytime.

Strollers/Car Seats: For safety purposes, children must be removed from the strollers/car seats prior to boarding the bus. All strollers must be folded and stowed so that they do not block the aisle at anytime.

Walkers: Walkers will be allowed onboard. However, the walker should be folded whenever possible and must not block the aisle at anytime.

Other Wheeled Items: Other wheeled items, i.e skateboards or roller blades/skates may be carried aboard. These items should be stowed in their own bag or held in the riders lap. Small luggage that can be stowed safely under the seat, or otherwise controlled by the passenger without obstructing the aisle, may be permitted on a space available basis only. At no time should the items be stowed on the floor of the bus as to avoid them rolling around while the bus is in motion.

At no time will wagons, tricycles, or other wheeled devices that do not qualify as an ADA mobility device, be permitted on GTA vehicles.

Bicycles will be allowed on buses, provided that both slots in the bike rack are full and space is available on the bus without obstructing the aisle. Special permission may be granted by the dispatcher.

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1A: System-Wide Policies

Approved: 6/23/15 1.A.15 Infant Boarding Policy

It is the mission of the Greensboro Transit Authority to provide a safe, friendly and reliable transportation service. Therefore, infant children may board onto a Greensboro Transit Authority SCAT Paratransit or a Fixed Route Vehicle only in the custody of a parent or approved guardian. Neither GTA employees, nor the Contactor will take custody of the infant child to board the child separately. The Contractor or GTA employees may assist the parent/guardian in securing the child to the parent/guardian or their mobility devices; however the child shall remain in the custody of the parent/guardian at all times.

Procedure for GTA SCAT Paratransit Service:

A. Client Pick up’s- Door to Door and Curb to Curb

1. When picking up a customer utilizing a wheelchair and being transported with an infant child, the SCAT Operator must utilize a Posey belt at all times when allowing the infant to remain in the parent/guardian’s lap while being boarded onto and off of the SCAT vehicle.

2. This procedure shall take place at the door for all riders certified as door –to- door or at the curb for all riders certified as curb-to-curb.

3. The Posey belt will be removed once the Operator has safely assisted the passenger and child onto the vehicle.

4. If the Customer refuses to use the Posey belt device, the Operator will politely remind the passenger that the belt is for their safety and the safety of their infant child; however, if the passenger continues to refuse, the Operator will notify Dispatch that the passenger has refused the restraint device.

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5. The Dispatcher will document the refusal on the daily log and the information will be submitted to the Transit Services Specialist the next business day.

6. The Transit Services Specialist will follow up with the passenger to confirm the occurrence, document the passengers file and provide the SCAT Operations Manager with the appropriate follow up documentation.

B. Client Drop-offs 1. When dropping off a Customer, a Posey belt must be placed securely, but comfortably around the passenger and their infant child prior to boarding the lift.

2. The Posey belt will be removed once the Operator has safely assisted the passenger and their infant child off the vehicle and to the appropriate door if the passenger is certified eligible for door-to-door service or dropped off at the curb for passengers certified as curb-to-curb.

Procedure for GTA Fixed Route Service:

A. Client Pick ups

1. When picking up a customer utilizing a wheelchair and being transported with an infant child, the Fixed Route Operator must assist the passenger from the curb by utilizing a Posey belt at all times when allowing the infant to remain in the parent/guardian’s lap while being boarded onto and off of the fixed route vehicle.

2. The Posey belt will be removed once the Operator has safely assisted the passenger and child onto the fixed route vehicle.

3. If the Customer refuses to use the Posey belt device, the Operator will politely remind the passenger that the belt is for their safety and the safety of their infant child; however, if the passenger continues to refuse, the Operator will notify Dispatch that the passenger has refused the restraint device.

4. The Fixed Route Dispatcher will document the refusal on the daily log and the information will be submitted to the Director of Fixed Route Operations the next business day.

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B. Client Drop-offs

1. When dropping off the Customer, a Posey belt must be placed securely, but comfortably around the passenger and their infant child prior to boarding the lift.

2. The Posey belt will be removed once the Operator has safely assisted the passenger and their infant child off the fixed route vehicle at the curb.

GTA Policy & Procedures Manual Policy 1.A.15 Page 3

1A: System Wide Policies

1.A.16 Transit Services Complimentary Approved by GTA Board: 1/27/2009 Pass Policy and Procedure Revised: 12/19/11

POLICY:

FREE RIDES ON FIXED ROUTE AND SCAT

A free ride is any ride provided to a passenger on either Fixed Route or SCAT at no charge to the passenger. Free rides may be granted for the following: 1) Community outreach events; 2) Any rider receiving prior approval of the GTA Board; 3) Any paratransit certified rider with current eligibility may use GTA’s fixed route service free of charge; 4) Any rider being transported to a public meeting or appeal hearing; 5) Any rider being transported for a face-to-face interview for SCAT eligibility; and 6) Any rider being transported for a photo I.D.

This policy does not apply if the rider’s trip is a free ride.

COMPLIMENTARY PASSES

A complimentary ride pass is a GTA pass provided to a passenger at no charge to the passenger. One complimentary ride pass will be distributed to any rider who has experienced poor customer service or charged an incorrect fare. Poor customer service includes, but is not limited to: the lack of air-conditioning on the vehicle; lateness of the vehicle if caused by the action of GTA; and rude or discourteous treatment from the operator. Riders will not receive a complimentary pass for situations that are beyond the control of GTA, i.e. weather conditions and delays due to traffic. Riders will be eligible for one complimentary pass per trip. If a rider is accommodated to desired destination, a complimentary pass will not be

GTA Policy & Procedures Manual Policy 1.A.16 Page 1

issued. In the event of a vehicle breakdown, the supervisor may issue a complimentary pass to the riders on the vehicle.

Fixed Route As it relates to Fixed Route, a late trip is defined as a trip that is 6 minutes or more minutes late following the scheduled departure time. It is the rider’s responsibility to request a complimentary pass request form the day the late trip occurs. The rider will be required to submit the request form to the Depot Customer Service Representative within 5 business days of the date that the rider experienced poor customer service.

SCAT As it relates to SCAT, a late trip is defined as a trip that arrives 15 minutes after the scheduled arrival time communicated to the rider. Riders will be eligible for one (1) complimentary pass per trip. Any rider or caregiver on behalf of the rider, desiring a complimentary pass, must make the request from the Public Transportation Manager, or her designee, within five (5) business days of the date that the rider experienced poor customer service.

IMPLEMENTING PROCEDURE:

FIXED ROUTE A. FOR PASSENGERS EXPERIENCING LATE DEPARTURES AT DEPOT (6 MINUTES OR MORE)

1. It shall be the passenger’s responsibility to speak with the Depot Supervisor when the bus arrives 6 minutes or more late following the scheduled departure time. If a passenger is accommodated to desired destination, a complimentary pass will not be issued. 2. The Supervisor will provide the rider with a complimentary pass form to complete and, if verified, will issue the rider one (1) complimentary pass. The pass number issued will be documented on the complimentary pass form.

GTA Policy & Procedures Manual Policy 1.A.16 Page 2

3. The passenger will receive the yellow copy for his records. The white copy will be forwarded to the Customer Service Manager. 4. The Customer Service Manager will maintain a complete file of passes issued, and forward the number of passes issued to the Customer Service Liaison at the end of the month.

B. FOR ALL OTHER CUSTOMER SERVICE ISSUES

1. All other customer comments regarding GTA services including, but not limited to, lack of air conditioning on the vehicle and rude or discourteous treatment from the operator will be received by the Customer Service Manager/Liaison and forwarded to the appropriate Department Manager. 2. Following a complaint, the Customer Service Manager or Liaison will make contact with the passenger within 24 hours. 3. The Customer Service Liaison, or his designee, will investigate the complaint for validity. 4. If the complaint is determined valid, one (1) complimentary pass will be sent to the customer via first-class, United States mail. 5. In the event that the rider does not have a mailing address or desires to pick up the complimentary ride pass, the Public Transportation Manager, or designee, will make the complimentary ride pass available for retrieval at the offices of GTA. 6. The Customer Service Liaison will maintain a complete file of passes issued.

SCAT PARATRANSIT SERVICE

1. Upon receipt of the request for complimentary pass, the Public Transportation Manager, or designee, will investigate the allegations of poor customer service and determine the validity of the complaint.

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2. The Public Transportation Manager, or designee, shall notify the rider by mail or telephone of the determination within five (5) business days of the date of the rider’s request. 3. If the complaint is determined valid, one (1) complimentary pass will be sent to the customer via first-class, United States mail. 4. In the event that the rider does not have a mailing address or desires to pick up the complimentary ride pass, the Public Transportation Manager, or designee, will make the complimentary ride pass available for retrieval at the offices of GTA. 5. GTA shall, on its own initiative, investigate late trips and other instances of poor customer service. 6. If the investigation reveals poor customer service, then the Public Transportation Manager, or designee, shall issue the rider one (1) complimentary ride pass to the rider. GTA reserves the right to challenge the rider if a pattern of abuse or fraud is determined.

APPEALS PROCESS

Any rider who is denied a complimentary ride pass by the Public Transportation Manager or designee may appeal to the Director, City of Greensboro Department of Transportation within 5 business days of the decision. If the rider wishes to appeal the decision of the Director, City of Greensboro Department of Transportation, the rider, or caregiver on behalf of the rider, may do so at the next regular meeting of the GTA Board. GTA Board will consider all appeals at its next regularly scheduled meeting. The rider or caregiver may attend the GTA Board meeting, but attendance is not necessary to maintain the appeal. At all times, the rider shall bear the burden of proving that he or she experienced poor customer service. The decision of the GTA Board is final and is not capable of further appeal.

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1A: System Wide Policies

1.A.17 ADA Provision of Service Approved by GTA Board: 3/22/2011 Revised: 02/28/13

POLICY: In accordance with the Americans with Disabilities Act, as amended, it shall be the policy of the Greensboro Transit Authority that:

• All wheelchairs and their users shall be transported in GTA and SCAT vehicles but will only be permitted to ride in designated securement locations. A “wheelchair” is a three or more-wheeled mobility device. GTA will allow these mobility devices to be transported if the lift and vehicle can both physically and legitimately accommodate the rider and the wheelchair safely. If transporting such vehicles would jeopardize “legitimate safety requirements”, i.e. blocking the aisle, or interfering with the safe evacuation of passengers in the event of an emergency, these wheelchairs will not be transported. “Legitimate safety requirements” must be based on actual risks, and not on mere speculation, stereotypes, or generalizations about individuals with disabilities or about the devices they use for mobility purposes.

GTA will provide securement systems to ensure that wheelchairs remain within the securement area. Individuals using a wheelchair must permit his or her wheelchair to be secured; Where necessary or upon request, GTA and SCAT operators shall assist individuals with disabilities with the use of securement systems and passenger lifts. GTA Operators will not be required to provide attendant-type service (e.g. carrying personal baggage or luggage); however, boarding and disembarking, including pushing a manual wheelchair up a ramp, will be required. Assisting with lap belts will be at the rider’s discretion;

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GTA and SCAT shall permit individuals with disabilities who do not use wheelchairs, including standees, to use the vehicle’s passenger lift; All operators will ask persons using mobility devices other than wheelchairs if they would like to use the lift. GTA operators shall announce major bus stops; transfer points to other transit services, other major intersections and destination points, and at intervals along each route; Service animals shall be permitted to accompany individuals with disabilities in GTA and SCAT vehicles; GTA and SCAT information materials shall be made available in accessible formats and technologies; GTA and SCAT shall not refuse to permit a passenger who uses a lift to disembark from a vehicle at any designated stop, unless the lift cannot be deployed, the lift will be damaged if deployed, or temporary conditions at the stop, not under the control of the City of Greensboro, preclude the safe use of the stop by all passengers; Individuals with disabilities may travel with a respirator or portable oxygen supply; and Adequate time shall be provided to allow individuals with disabilities to complete boarding or disembarking from the vehicle.

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1A: System Wide Policies

1.A.18 Transit Amenities Policy Approved: 06/25/13 Revised:

POLICY: In accordance with Title VI of the Civil Rights Act, as amended, it shall be the policy of the Greensboro Transit Authority to ensure equitable distribution of transit amenities across the system without regard to race, color or national origin. Transit amenities refer to items of comfort, convenience, and safety that are available to the general riding public. Installation of transit amenities along bus routes are based upon several factors, i.e. the number of passenger boardings at stops along the routes, transfer activity at designated stops, and proximity to major activity centers. The GTA shall strive to provide adequate amenities to meet the variable needs represented at each stop, and will review changes to activity as expressed by ridership figures and feedback from riders. This policy is not intended to impact funding decisions for transit amenities. Rather, this policy shall apply after the GTA has decided to fund an amenity.

Policy & Procedures Manual

1A: System Wide Policies

1.A.19 Vehicle Assignment Policy Approved: 06/25/13 Revised:

POLICY: In accordance with Title VI of the Civil Rights Act, as amended, it shall be the policy of the Greensboro Transit Authority to assign vehicles without regard to race, color or national origin. Vehicle assignment refers to the process by which transit vehicles are placed into service at the depot and on routes throughout the system.

Implementing Procedure

Fixed Route

All GTA buses, including four 40-foot hybrid buses, are ADA accessible and equipped with automated stop announcements, wheel-chair lifts, kneeling capability, bike racks, air- conditioning and destination signage.

Bus assignments take into account the operating characteristics of buses of various lengths, which, for the most part, are matched to the operating characteristics of the route. All buses used on Fixed Route, including the HEAT service, are rotated from route-to-route on a daily basis. When feasible, the 40-foot hybrid buses are placed on the routes with heavy ridership to address GTA’s passenger capacity issues. Routes requiring sharp turns on narrow streets, however, are relegated to using the 35-foot buses because of the inability of the 40-foot buses to navigate tight turns on certain neighborhood streets.

Paratransit

On the Paratransit service, vehicles are assigned to the morning operators by run. For the P.M. operators, the vehicles are assigned based on when the morning shift vehicles are returned.

Policy & Procedures Manual

1A: System-wide Policies

1.A.20 Proper Attire Policy Approved: April 17, 2014 Revised:

POLICY: The City of Greensboro Transit Authority has an interest in making its transit system available and enjoyable for all of its riders. The Greensboro Transit Authority finds that it is contrary to public decency standards for riders to wear pants, skirts, shorts, swim trunks, etc. below their hips exposing either skin or undergarments. Therefore, the Greensboro Transit Authority hereby institutes the following policy:

All persons entering a City of Greensboro Transit Authority Facility or vehicle shall comply with the following dress and decency standards:

1. The waistbands of pants, skirts, shorts, and/or swim trunks shall not be worn more than three (3) inches below the wearer’s waist, interpreted to mean at a level below the crest of the ilium so as to expose either skin or undergarment(s). Riders that violate this provision will be asked to pull up their pants, skirts, shorts, and/or swim trunks and to secure them while in the facility or on the bus. Failure to do so will subject the rider to a ban from all Greensboro Transit Authority facilities and vehicles for the remainder of the day for the first offense. For all subsequent offenses, riders will be subject to a ban of up to 30 days from all Greensboro Transit Authority facilities and vehicles.

2. A shirt that covers the breast and pectoral area must be worn at all times.

3. Shoes, sneakers, or flip-flops must be worn at all times.

4. Riders who do not wear appropriate shirt or foot wear will be denied entry into Greensboro Transit Authority facilities and vehicles until such time that they obtain the appropriate attire. Failure to leave the facility and/or vehicle when asked to do so by an authorized person will result in a ban from Greensboro Transit Authority facilities and vehicles for the remainder of the day for the first offense. For all subsequent offenses, riders will be subject to a ban of up to 30 days from all Greensboro transit Authority facilities and vehicles.

Policy & Procedures Manual

1B: Fixed Route Policies

1.B.1 Passenger Standee Approved: March 22, 2011 Revised: April 8, 2013

POLICY: A GTA fixed-route bus will be considered overcrowded when the number of passenger standees is equal to or greater than 125 percent of its seating capacity. When the 125 percent standard is reached, another vehicle will be dispatched to carry all of the standing passengers on the bus. The bus operator will be responsible for identifying occurrences when the bus is overcrowded and immediately notify the immediate supervisor and operations of an occurrence. Any standee will be given the option of a free ride on the next scheduled bus.

Implementing Procedure

In an effort to maintain safety on GTA’s vehicles, passengers are not permitted to stand in the stairwell and/or beyond the yellow standee line. When an operator reaches the maximum passenger capacity, the Full Bus Load destination sign will alert the riding public that the bus is full and they will have to wait for the next bus. The following steps will then be followed.

1. Once the operator reaches the maximum passenger capacity, the operator will advise dispatch that they are out of service due to passenger load and provide the route number and location. 2. Dispatch will direct the operator to change their destination sign to “Full Bus Load.” 3. Dispatch will advise the operator if assistance is available to support the route. 4. Dispatch will advise customer service the route is out of service, the location and whether or not the route will be assisted. 5. Dispatch will document the following information: name of the operator, the route number, the date and time, the number of standees, the location the Full Bus Load destination sign was changed and the description of vehicle dispatched. 6. The Director of Administration will document the cost of the dispatched vehicle on the daily dispatch and standee log. 7. After dropping off passengers, the operator will advise dispatch when the route returns to revenue service. 8. Dispatch will direct the operator to change the destination sign back to the route information and continue the route. 9. Dispatch will notify customer service that the route is back in revenue service. 10. Operations manager will maintain a daily log to track the number of occurrences of overcrowding, and distribute a copy to the Customer Service Manager and Transit Systems Planner. 11. The Operations Manager will distribute a copy of the report to the Customer Service Manager and the Transit Systems Planner by the tenth (10th ) of each month.

Policy & Procedures Manual

1B: Fixed Route Policies

1.B.2 GTA Rider Advisory Panel Approved by GTA Board: 4/22/2003 Revised:

GTA shall establish a Rider Advisory Panel to enhance service delivery and improve communications among fixed route riders. The panel shall meet once a month and consist of a minimum of eleven riders with a good representation of GTA’s fixed route area. As an incentive for serving, the members shall receive a RAP ID card entitling the member to unlimited rides on GTA and HEAT.

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1B: Fixed Route Policies

1.B.3 Transfers Approved by GTA Board: 6/28/2005 Revised: 07/02/12

1. Transfers shall only be issued at the passenger’s request when the fare is paid. 2. Transfers shall be good for only one (1) hour, or until the arrival of the next available bus. 3. Transfers shall not be used on the same route from which the transfer was issued (An exception to this rule would be where the inbound and outbound stops cross, as with routes 1, 5, 6, 7, 11 and 12.) 4. Transfers shall not be issued to passengers who used a transfer on the prior trip, with the exception of connector routes. (An exception to this rule would be to allow transfers to passengers who used a transfer from a connector route.) 5. Transfers will be accepted at the depot, or at any of the bus stops listed below:

Transfer Points Revised June 5, 2017

Route Acceptable Transfer Points From Which Route

1 West Wendover Ave. Spring Garden/Merritt 1 Spring Garden/Chapman 11 Spring Garden/Elam 73 Guilford College/Bramblegate 9 Wendover Ave./Norwalk St. 1 Friendly Ave./Westover Ter. 7, 8

2 Four Seasons Tate/Gate City 11 Glenwood/Gate City 11 Gate City/Meadowview 11 Vandalia/Royalton 12A Spring Garden/Tate 71, 72, 73 Four Seasons Mall 71

4 Benbow/Willow Rd. MLK/McCulloch 13 MLK/Moye Barber Shop 13 Rotherwood/Alamance Church Rd. 13 Alamance Church Rd./Willow 13

5 Gorrell Street McConnell/Booker 75 McConnell/English 5 Heath/Lowdermilk 10

GTA Policy & Procedures Manual Policy 1.B.3 Page 1

6 Summit Ave. Yanceyville/16th St. 6, 15 Wal-Mart (Pyramid Village) 15, 71 McKnight Mill/Summit 15 Dept. of Social Services 15

7 Friendly Ave. Friendly Ave./Aberdeen Ter. 1, 9 Friendly Ave./Elam Ave. 7 Friendly Shopping Center 72 Benjamin Pkwy/Campus Dr. 8

8 Battleground Ave. Friendly Ave./Aberdeen Ter. 1, 9 Battleground Ave./Fernwood Dr. 17 Battleground Ave./Cornwallis Dr. 17

9 West Market St. Smyres Pl./Market St. 7, 8 Swing Rd./Clarion Hotel 1

10 East Market St. Phillips/Sykes 14 Lombardy/Textile 14 Dawson/Lowdermilk 5 Market/Benbow 71, 72, 75

11 Gate City Blvd. Gate City/Brooks Lumber 12, 13 Gate City /Tate 2 Gate City /Glenwood 2 Gate City /Coliseum 1 Gate City/Meadowview 2 Gate City Merritt 11

12 Randleman Rd- Eugene/ Gate City 11 S. Elm/Eugene St. Florida/Randleman 12 Eugene/Whittington 13 Ashe/Sussmans 13 JJ Dr./Torrence Dr. 12A Vandalia/Randleman Rd. 12A S. Elm-Eugene St./Meadowview 12A Randleman Rd./Meadowview 12A

13 MLK Whittington/MLK 4 Rotherwood/Alamance Church Rd. 4 Alamance Church/Willow Rd. 4 Eugene/ Gate City 11 Whittington/Eugene 12

GTA Policy & Procedures Manual Policy 1.B.3 Page 2

14 Bessemer Ave.- Woodbriar/Phillips 10 Phillips Ave. Textile/Willard St. 10 Lindsay/Sullivan 75

15 Yanceyville St.- Dept. of Social Services 6 Brightwood School Rd. Yanceyville/16th 6 Yanceyville/Cone 6 Summit/McKnight Mill (Outbound) 6 Summit/Twain (Inbound) 6 Wal-Mart (Pyramid Village) 6, 71

17 Lawndale Drive Lawndale Dr./Cornwallis Dr. 8

12A SouthTown Connector GTA Operations & Main. Facility 12 JJ Dr./Torrence Dr. 12 Vandalia/Randleman Rd. 12 Vandalia/Royalton 2

71 EAST/WEST HEAT Bluford Circle 72, 75 Tate/Walker 2, 72, 73 UNCG Tower 72, 73 Four Seasons Mall 2

72 CITY HEAT Bluford Circle 71, 75 Tate/Walker 2, 71, 73 UNCG Tower 71, 73 Friendly Center 7

73 UNCG HEAT UNCG Tower 71, 72 Spring Garden/Elam 1 Tate/Walker 71, 72, 2

75 A&T HEAT Bluford Circle 71, 72 Lindsay/Sullivan 14 McConnell/Booker 5

GTA Policy & Procedures Manual Policy 1.B.3 Page 3

1B: Fixed Route Policies

1.B.4 GTA Change Card Activation Approved by GTA Board: 4-26-11 Revised: 2-19-15

Policy: It shall be the purpose of the GTA change card to 1) allow GTA bus passengers to receive a credit back if they do not have the correct change while boarding the vehicle in order to alleviate overpaying; and 2) to reduce the amount of unclassified revenue collected in the farebox. Unclassified revenue is defined as any amount paid over or under the base fare. The change card will be good for one year from the date issued. Damaged change cards that are not working correctly can be replaced either at the Depot or GTA Administrative office. Lost change cards, however, can only be replaced at the GTA Administrative office. Reimbursements shall be with Go Pass cards only.

Implementing Procedure:

1) With the change card feature activated on the farebox, the passenger will receive a change card for the amount they overpaid, which could be used on any Fixed Route/HEAT bus that has a farebox (excludes Career Express and SCAT). For example, if the passenger pays $5.00 for a $1.30 fare, he or she will receive $3.70 on a change card. The card will be dispensed out of the farebox like a transfer card. The change card will only dispense up to $20 since the farebox will not accept anything larger than a $20 bill.

2) When the passenger boards another bus and places the change card in the farebox, the operator will key in the correct fare, i.e. $1.30 Adult fare, $0.85 Student fare, $0.65 Senior/Disabled, Medicare, Medicaid, and the passenger will receive the same change card with the new amount displayed on the card.

3) When the passenger puts in money that is greater than the actual fare, the operator must press the appropriate key of fare being paid.

4) After the appropriate fare key is pressed, the operator will then press the change card key in order for the change card to be dispensed to the passenger.

5) Change cards may be used along with cash or another change card in order to pay the appropriate fare.

GTA Policy & Procedures Manual Policy 1.B.4 Page 1

6) The change card cannot be used to purchase passes, nor can it be redeemed for cash.

7) Lost change cards can only be replaced at the GTA administrative office. The number at the bottom of the card must be provided in order for the card to be considered for replacement.

8) Damaged change cards that are not working correctly can be replaced at the Depot. The fare amount on the change card will be placed on a Go Pass, which the rider will be able to keep and reload if desired. Riders who have two or more Go Pass cards can choose to have the total amount combined onto one Go Pass card by visiting the Customer Service desk at the Depot.

9) Reimbursements will only be paid with Go Pass cards.

GTA Policy & Procedures Manual Policy 1.B.4 Page 2

1B: Fixed Route Policies

1.B.5 Policy and Procedure for 31-Day Approved by GTA Board: 5-24-11 College Student Pass Sale Revised:

Policy: It has been the practice of the GTA Board to approve at its May monthly meeting, the sale of half priced 31-day student passes to college students. Beginning on or about Memorial Day of each year, the discounted passes are sold through July 31. College students must have a valid college I.D. in order to purchase the discounted pass for use through August 31 of same year.

Implementing Procedure: City staff will notify the Customer Service Manager, Fixed Route Director and the Director of Administration of the start and end date for the sale of the discounted passes, and the last day the passes will be accepted on the vehicles. Additionally, outreach efforts to college students will be conducted by the Information Specialist. The Customer Service Manager and Fixed Route Director will each issue a memo alerting their employees of the change. The memo will include the beginning and ending dates for selling the passes, and the last date the passes will be accepted on GTA vehicles. Passes Sold

The passes sold to college students will be the 31-day student pass. Since these passes are typically sold to students under the age of 18, the Fixed Route Director will issue a memo to the operators stating that student passes can be used by students 18 and over for this limited period only. Customer Service Representatives (CSRs) will communicate to those purchasing the passes that the passes are only good through the end of August.

Tracking Passes Sold

CSRs shall notate each sale on the following tracking sheet. The customer name, the school attended and the pass number shown on the back of the pass must be recorded on the tracking sheet for quality control purposes. Copies of all completed sheets shall be sent weekly to the Director of Administration and Senior Transit Planner.

GTA Policy & Procedures Manual Policy 1.B.5 Page 1

College Student 31-Day Pass Sale Tracking Sheet

NAME SCHOOL PASS #

TOTAL

GTA Policy & Procedures Manual Policy 1.B.5 Page 2

1B: Fixed Route Policies

1.B.6 GTA Go Pass (Smart Card) Program Approved: August 26, 2014 Revised:

POLICY: The Greensboro Transit Authority shall offer a smart card, referred to as the GO PASS, for persons who ride both the fixed route bus system and the HEAT service to initially provide convenience to GTA and a cost savings to the rider.

Definitions: A smart card is defined as any pocket-sized card with embedded integrated circuits that can be used for storing data and multiple applications. GTA’s cashless smart card will be purchased and loaded (or valued) at the depot or the transit facility with funds to pay for rides on both the Heat and Fixed Route services.

Implementing Procedure:

1) Passengers can obtain the GO Pass at the J. Douglas Galyon Depot’s Customer Service office (the “Depot”), or at the GTA Administrative office on Meadowview Road. There are four types of cards: adult card, student card, senior card, and the Disability/Medicaid/Medicare card. If the customer is purchasing a discount card, they must show a valid GTA issued ID or a valid Triad Transit System ID. 2) Beginning November 3, 2014 through December 7, 2014, the GO Pass will be free to the passenger; however, the passenger will be required to load a minimum of $2.00 fare value on the initial card. Beginning December 8, 2014, the cost of the GO Pass will be $1.00 and the customer will be required to load a minimum of $2.00 fare value. 3) With the GO PASS feature activated on the farebox, passengers can tap the GO Pass on the designated place on the farebox to pay for their fare. This feature will be used on any Fixed Route or HEAT bus. 4) During the November 3, 2014 through December 7, 2014 promotional period, the one way base fare is reduced to $1.00 for the Go Pass users. The one way base fare is reduced to $.50 for students between the ages of 6-18 years old, seniors, disability, Medicaid and Medicare GO PASS users. Beginning December 8, 2014, the one way base fare is reduced by 20 percent of the base fare for the Go Pass users. As with all discounted fares, the operator may ask for proper identification. 5) Operators will write up a GO Pass incident report when a passenger’s GO Pass does not work, and will call dispatch to determine if the passenger can ride for free. 6) When reloading a card, the CSR will ask the customer what amount of fare value they would like to activate on the GO Pass. The CSR will verify with what amount is already on the card.

7) If the CSR is activating a new card for the customer, the CSR will write on the envelope the serial number and date the card was activated. It will be explained to the customer that they must retain the information on the envelope in safe keeping in the event the card is lost or stolen.

8) In the event the lost or damaged GO Pass has remaining fare value, the customer will be notified the next business day.

9) If the incorrect fare has been processed by the operator, the passenger will receive a GO Pass Incident form from the operator or depot supervisor. Incorrect fare claims will be checked in the GFI system to verify that the disputed transaction occurred.

10) Once verified, information will be given to Customer Service so the customer will be compensated with a complimentary pass.

1B : Fixed Route Policies

1.B.7 Donation of Bus Passes Approved by GTA Board: 9/26/17 Updated by GTA Board: 6/26/18

Greensboro Transit Authority is committed to the provision of community transit services for all including low-income users who may receive assistance from non-profit organizations. GTA desires to do its part with the donation of transit passes to organizations providing these needed services. Requests for pass donations from GTA will be considered under the following conditions:

 The organization must be a IRS designated 501(c)(3) organization; and  One request from each organization will be considered per fiscal year (July 1 – June 30) with a maximum donation of 100 passes per organization per year; and  Requesting organizations must submit their request on the attached form accompanied by the signature page of their most recently submitted IRS Form 990, 990-EZ or 990-N; and  The maximum number of passes issued by GTA per fiscal year will not exceed 1,000 one-ride complementary passes without authorization of GTA Board

GTA Policy & Procedures Manual Policy 1.B.7 Page 1

For GTA Use Only Approved Denied Reason: ______By: ______Date: ______

Bus Pass Donation Request

Organization Name: ______

Organization Address: ______

Contact Person: ______

Phone/Email: ______

Program or Event Name: ______

Date of Program/Event: ______

Number of Passes requested (100 maximum): ______

Additional Comments:

______

______Signature of Authorized Organization Representative Date

Please submit request at least 2 weeks prior to event date or when passes are needed. Also please attach the signature page of your organization’s most recently filed IRS Form 990, 990-EZ or 990-N. Return to Greensboro Transit Authority Marketing 223 W. Meadowview Road Greensboro, NC 27406 Fax: 336-373-2809

Email: [email protected].

GTA Policy & Procedures Manual Policy 1.B.7 Page 2

1C: Paratransit Policies

1.C.1 Late Cancellation and No-Show Policy Approved: 10/25/11 Revised: 10/23/12 Revised: 6/23/15

Policy: Sanctions shall be assessed to riders who abuse the SCAT system through a pattern or practice of not showing for trips or canceling trips late. A pattern or practice includes intentional, repeated and/or regular incidents. This policy applies to riders with standing-order trips and demand trips.

Implementing Procedures: 1. Definitions for the policy include: a. No-show – A no-show shall be attributed to a rider when vehicle arrives within the pickup window and the rider cannot be located at the specific pick-up location, when a rider refuses a trip once the SCAT vehicle arrives, or if the rider does not have the proper fare. b. Excused No-show – A no-show shall not be assessed to a rider if the reason is beyond the rider’s control, which includes but is not limited to: i. the rider is sick and unable to travel and there is not adequate time to notify SCAT; ii. the rider’s mobility aid failed and the rider is unable to travel; iii. a sudden family emergency caused the rider to change plans and the emergency did not allow the rider time to notify SCAT of this change; iv. the vehicle arrived at the pickup location early and the rider was not ready, the vehicle arrived late and the rider has left to call “Where’s my Ride”, or the rider made other arrangements after the vehicle arrived outside the pick-up window; v. missed trips caused by SCAT scheduling errors; or vi. the rider or caretaker has made a reasonable effort to notify SCAT that service would not be needed but experienced an unreasonable delay on the telephone. c. Late cancellation - A rider or caretaker on behalf of the rider must contact the SCAT office to cancel a trip at least one (1) hour before the scheduled trip pickup time; any cancellation occurring less than one (1) hour prior to the scheduled pickup time is a late cancellation, unless the cancellation was beyond the rider’s control as defined by this policy.

i. When a call is received in dispatch for a late cancellation, the Dispatcher/Phone Clerk will ask for a reason for the late cancellation. The specific reason will be noted in the Trapeze trips booking information.

GTA Policy & Procedures Manual Policy 1.C.1 Page 1

ii. When an Operator calls in to cancel-at-the-door or to no-show a trip, the Dispatcher will call the 24-hour contact number prior to the Operator departing.

iii. If the Dispatcher speaks to the passenger, a note will be placed in the Trapeze trip booking information. If the Dispatcher is unable to reach the passenger by phone at the time of the no-show, a note will be placed in the Trapeze booking information indicating that there was no contact or reason provided for the no-show/late cancellation.

iv. After all Trapeze data have been validated for the day, a no- show/late cancellation report will be generated by the Director of Paratransit Service or designee.

v. All No-Show trips, Cancellations- at-the-door, and Late Cancellations will be checked for non-chargeable or chargeable reasons by the Director of Paratransit Service or designee.

vi. All chargeable and non-chargeable results will be documented appropriately, the passenger will receive a written notification in accordance with the No-show/Late Cancellation policy.

vii. Within five (5) days of receipt of a notice of violation, the rider or caretaker may request that the violation be purged from the rider’s record. Said request should include any available documentation to support the request.

2. If a rider is reported as a no-show for their departing trip, the rider will be responsible for calling to cancel any remaining trips for that day. If the return trip is not canceled and should have been, the rider will receive a no-show for the return trip as well.

3. The rider or caretaker shall take reasonable efforts to notify SCAT of any changes in their schedule and need for services.

4. Sanctions apply when a rider has a pattern or practice of scheduling trips and cancelling late or not riding when the bus arrives. Any rider who receives a minimum of (3) “no-shows” or “late cancellations” and “no-shows” or “late cancels” 10% of their total trips in one (1) month will receive sanctions.

Examples: If a rider books (4) trips and no-shows or late cancels (3) of those trips in one (1) month, sanctions will apply. If a rider books (30) trips and no-shows or late cancels (3) of those trips in one (1) month, sanctions will apply.

GTA Policy & Procedures Manual Policy 1.C.1 Page 2

If a rider books (40) trips and no-shows or late cancels (3) of those trips in one (1) month, sanctions will not apply.

5. For purposes of this policy, sanctions are applied in the following manner, based on a six month time period. No-shows, late cancellations, and cancellations at the door are evaluated on a monthly basis.

a. First Time that Rider Reaches or Exceeds 10%Threshold in the Six Month Period: SCAT issues a notice of warning. (All notices and warnings will be issued in writing using accessible formats where necessary. The notice shall state in detail the circumstances causing a no-show/late cancellation to be recorded against them.) b. Second Time that Rider Reaches or Exceeds 10% Threshold in the Six Month Period: Rider is suspended from service for 7 calendar days. c. Third Time that Rider Reaches or Exceeds 10% Threshold in the Six Month Period: Rider is suspended from service for 14 calendar days. d. Fourth and Subsequent Time that Rider Reaches or Exceeds 10% Threshold in the Six Month Period: Rider is suspended from service for 21 calendar days.

6. Special Exceptions - When a suspension would prevent a rider from receiving medical services that are deemed life-sustaining by the rider’s medical provider, the Public Transportation Manager may grant an exception to a rider’s suspension for the life-sustaining trips. Such special exception medical trips will be provided as demand trips and require individual trip reservations.

7. Request to Excuse No-Show or Late Cancel - Within five (5) business days of receipt of a notice of violation, the rider or caretaker may request of the SCAT customer service representative that the violation be purged from the rider’s record. Said request should include any available documentation to support the request. The Public Transportation Manager or designee shall have the discretion to purge the violation from the rider’s record. If the violation is not purged from the rider’s record, there is no further appeal unless the rider receives notice of suspension.

8. Appeals - The rider or caretaker may appeal any suspension to the Public Transportation Manager within five (5) business days of receipt of the notice of suspension. The suspension shall be stayed until the appeal is decided. A rider or caretaker may appeal the decision of the Public Transportation Manager to the

GTA Policy & Procedures Manual Policy 1.C.1 Page 3

Director, City of Greensboro Department of Transportation within 5 business days of the decision from the Public Transportation Manager. If the rider or caretaker wishes to appeal the decision of the GDOT Director, he may do so to the GTA Board. Appeal to the GTA Board will be heard at the next regular meeting of the GTA Board. The rider or caretaker may attend the GTA Board meeting, but attendance is not necessary to maintain the appeal. At all times, the rider shall bear the burden of proving that he or she should not be deemed in violation of this policy and a no-show/late cancellation should not be noted on their record. The decision of the GTA Board is final and is not capable of further appeal. GTA reserves the right to challenge the rider if a pattern of abuse or fraud is determined.

GTA Policy & Procedures Manual Policy 1.C.1 Page 4 1C: Paratransit Policies

1.C.3.a Paratransit Eligibility: Approved by GTA Board: 6/28/2011 Determining SCAT Eligibility Revised:

POLICY: GTA certifies as paratransit eligibility those persons whose disability or disabilities prevents use of GTA’s fixed route services, in accordance with the ADA. Eligibility is determined according to a written application, supporting information from the applicant’s healthcare professional, and an in-person interview with GTA eligibility staff.

PROCEDURES:

• Applicants must submit to GTA a completed application with supporting information from the applicant’s healthcare professional.

• Applicants must also have an in-person interview with GTA staff, which provides the opportunity for staff to explain about all the GTA services, including accessible fixed route and travel training, and to provide a more nuanced determination of eligibility after discussions with the applicant.

• At the time of the in-person interview, a photo is taken, which is then used for the photo ID card if the applicant is determined ADA paratransit eligible.

• Based on the written information, supplementary information from the healthcare professional, and in-person interview, applicants will be provided one of the following: o Unconditional Eligibility: A disability or health condition always prevents use of the fixed route buses and ADA Paratransit service is provided for all trips. o Conditional Eligibility: A disability or health condition prevents use of fixed route buses under certain conditions and ADA Paratransit service is provided only when those conditions apply. o Temporary Eligibility – A disability or health condition temporarily prevents use of the fixed route buses and ADA Paratransit service is provided only during that time period. o Referral to Fixed Route Service – If the applicant is determined eligible for fixed route service, the applicant will be referred to GTA’s fixed route service and provided information about schedules and routes as well as travel training options.

GTA Policy & Procedures Manual Policy 1.C.3 Page 1

1C: Paratransit Policies

1.C.3.b Paratransit Eligibility: Approved by GTA Board: 6/28/2011 SCAT Eligibility Certification Revised: Communications

POLICY: GTA requires applicants for ADA paratransit eligibility to provide complete information through the ADA paratransit application process, including an in-person interview with GTA staff at the GTA facility, and GTA provides timely communication back to ADA paratransit applicants in keeping the ADA requirements.

PROCEDURES:

1. All applicants seeking certification for SCAT must complete a GTA SCAT application including supporting information from a healthcare professional to be considered. 2. All applicants must contact GTA to schedule their required in-person interview. 3. GTA will schedule the in-person interview as well as transportation to and from the interview if the applicant needs such transportation. 4. The completed application and supporting healthcare professional information must be provided to GTA at the time of, or prior to, the applicant’s in-person interview. 5. The applicant will be interviewed by GTA staff, where staff can explain the various GTA services, including accessible fixed route, travel training, and the half-fare program for fixed route, and discuss the applicant’s mobility and transportation issues. 6. All determinations for SCAT will be processed within 21 calendar days of the in- person interview, as long as the application and supporting healthcare information are completed and provided to GTA staff. 7. If the applicant’s application is not complete at the time of the interview, the applicant will be informed of missing information and will be required to provide that information before the 21 calendar day processing period can begin. 8. Once a completed application is received, it will be checked for accuracy and the following information entered into the SCAT database by the Administrative Assistant: Applicant’s Name Applicant’s Address Home Phone Number Emergency Contact and Phone Number Whether or not application is for a new applicant

GTA Policy & Procedures Manual Policy 1.C.3 Page 1

Date of In-Person Interview 9. If the applicant indicates on his/her application that he/she is receiving Medicaid benefits, he/she will be directed to contact Guilford County Transportation to determine if he/she is also eligible for transportation under the county’s Medicaid transportation program. 10. If, for any reason, an applicant does not meet ADA Eligibility requirements or is granted certification conditionally and the applicant is 60 years of age or over, the County will be notified for possible consideration under Title III. 11. Applicants meeting County approval for Title III will be notified of their eligibility status under Title III by the County. 12. Applicants who are not eligible for ADA paratransit but who are eligible for GTA’s half-fare program for fixed route will be provided information on that program including the application form and instructions for applying. 13. After a decision is made as to certification eligibility, the following information will be recorded into Trapeze: Certification or Recertification Date

Expiration Date

Disability Code, i.e. visually impaired, physically impaired, etc.

Whether or not applicant travels with a PCA or Companion

Whether or not applicant travels with a service animal

Whether or not applicant is certified as door to door or curb to curb

Whether or not applicant is ambulatory or travels with a mobility aid

If this is a renewal, enter any applicable changes

14. Once this process is completed, a determination letter will be mailed to the applicant, showing the eligibility status. Those who are certified will also receive a photo ID card to be used when using SCAT. 15. Should the processing of an application not be completed within 21 calendar days of its acceptance by GTA, the applicant will be granted presumptive eligibility pursuant to the ADA until such time as a final determination is made and communicated to the applicant.

GTA Policy & Procedures Manual Policy 1.C.3 Page 2

1C: Paratransit Policies

1.C.3.c Paratransit Eligibility: Appeals Approved by GTA Board: 6/28/2011 Revised: 3/27/2018

POLICY:

Applicants for ADA paratransit eligibility may appeal GTA’s ADA paratransit eligibility determination, in accordance with the ADA, if: 1. The applicant is referred to fixed route service (ineligible for SCAT ADA paratransit services); or 2. Conditions are placed on the eligibility.

PROCEDURES:

Filing an Appeal involves the following (1st Level): 1. All appeals must be filed in writing and addressed to: Assistant Public Transportation Division Manager P. O. Box 3136 Greensboro, NC 27402

If the applicant is unable to appeal in writing or needs special assistance, the applicant may call the ADA Transit Services Program Coordinator at (336) 373-2166 for assistance in filing an appeal.

2. Appeals must be filed within 60 calendar days of receiving notification of the decision.

3. The Assistant Public Transportation Division Manager will make a decision regarding the original eligibility decision.

4. A written decision on the appeal will be provided within 30 calendar days, including reasons for the decision. If the decision is not provided within 30 calendar days, the appellant will be provided paratransit service until such time as the appeal decision is issued. 5. If aggrieved by the decision of the Assistant Public Transportation Division Manager, applicants may appeal to the Public Transportation Division Manager within 30 calendar days of the Assistant Manager’s decision. 6. Appeals must be sent to (2nd Level): Public Transportation Division Manager P. O. Box 3136 Greensboro, NC 27402 GTA Policy & Procedures Manual Page 1 7. If still aggrieved by the decision of the Public Transportation Division Manager, applicants may appeal to the Transit Eligibility Review Committee within 30 calendar days of the Director’s decision.

8. Appeals must be sent to (3rd Level): Transit Eligibility Review Committee Greensboro Transit Authority P. O. Box 3136 Greensboro, NC 27402-3136 9. The Transit Eligibility Review Committee shall be comprised of the following individuals: Specialized Transportation Advisory (STAC) Committee Chair City of Greensboro ADA Coordinator Greensboro Department of Transportation Director Agency Representatives to be appointed by the GTA Board (4 Minimum) 10. Appellants are encouraged to state in appeal letter the reasons for disagreement with GTA’s SCAT eligibility decision. 11. After the committee receives the appeal, GTA transit staff will provide notification to the appellant of the day and time of the appeals hearing. Appellants are encouraged to bring to the hearing another person (agency representative, social worker, family member, etc.) who can provide support and/or additional information relevant to the appeal. 12. The committee will make a decision regarding the original eligibility decision. 13. The appellant will receive notification of the decision within 30 calendar days after the date of the hearing. 14. The decision of the Review Committee shall be final.

1C: Paratransit Policies

1.C.3.d Paratransit Eligibility: Approved by GTA Board: 3/22/2011 Recertification Revised:

POLICY: Individuals determined eligible for ADA paratransit service are required to recertify prior to their eligibility expiration date, which shall not exceed three years.

PROCEDURES:

1. Approximately 60 calendar days prior to an individual’s expiration date, GTA notifies the individual of the need to recertify, and provides the individual with an application form to complete as well as the need for supplemental healthcare professional information needed for recertification.

2. Once in-person interviews are implemented for recertifying individuals, GTA must also notify the individual of the need to schedule an in-person interview.

a. In-person interviews may not be required of all those re-certifying. If it is clear that the individual has a disability preventing use of fixed route transit and that disability is permanent and does not change over time, GTA may determine that a telephone interview and/or additional updated written information is appropriate for recertification purposes.

3. After GTA staff reviews the completed application and supporting material and conducts the interview if such interview is required for recertification, a determination of continuing eligibility is made and the individual notified in writing of the decision within 21 calendar days.

GTA Policy & Procedures Manual Policy 1.C.3 Page 1

1C: Paratransit Operating Policies

1.C.4.a Paratransit Reservations: Approved by GTA Board: 10/25/11 Demand Trips Revised:

POLICY:

Pursuant to 49 CFR Part 37, Section 37.131(b) SCAT shall schedule and provide paratransit service to any eligible rider in response to a request made during normal business hours at least one day and up to 7 days prior to the desired day of travel.

PROCEDURES:

Demand Trip Defined

A demand -- or demand-responsive – trip is a non-repetitive or limited-time trip provided from a specific origin location to a specific destination location provided on a day and at a time requested by the rider. A specific request must be made for each demand trip, although several demand trip requests may be made on a single telephone call from a rider.

Making a Trip Reservation

1. Telephone: The SCAT Reservations Line can be reached at (336) 333- 6589 to make a trip request any day from 8:00 am to 5:00 pm.

2. On-Line: In order to use the SCAT Web Reservations System, riders must first contact the Transit Services Specialist at (336)373-2166 for their client ID# to be activated in the system. Once this is done, requests for SCAT trips may be made at any time using the SCAT Web Reservations System at: http://www.ridegta.com Click on “SCAT Paratransit Services” and “Online Reservations”

Trip requests received through the Web Reservations Service between the hours of 8:00 am to 5:00 pm will be processed as soon as possible and a confirmation emailed to the rider or the rider will be contacted to negotiate an acceptable trip time [See 1.C.5.c Trip Negotiations]. Web reservations received after 5:00 pm will be processed as soon as possible after 8:00 am the following day.

GTA Policy & Procedures Manual Policy 1.C.4 Page 1

Canceling a Trip Reservation

If a reserved trip is no longer needed or the rider is unable to make the requested trip, riders are asked to contact SCAT by telephone at (336) 333-6589 as soon as the need to cancel a trip in known, but no later than 2 hours prior to the scheduled pick-up time to avoid being charged with a Late Cancellation [See 1.C.1 Late Cancellation/ No-Show Policy].

GTA Policy & Procedures Manual Policy 1.C.4 Page 2

1C: Paratransit Policies

1.C.4.b Paratransit Reservations: Approved by GTA Board: 10/25/11 Subscription or Standing Revised: 1/1/2017 Order Trips

POLICY:

Depending upon available trip capacity, SCAT may provide subscription or standing order trips to riders who will be traveling to and from the same origin and destination on the same day of week and at the same time for a minimum period of 90 days for medical, educational, religious or employment purposes. SCAT will also allow for subscription trips to and from a daycare facility for a dependent.

PROCEDURES:

Requesting a Subscription Trip Riders desiring a standing order must submit their request to SCAT through the normal reservations process. Riders may be required to provide documentation and verification to support their claim that the trip is eligible for a standing order.

Requesting a Daycare Subscription Trip Riders requesting a trip for transporting a dependent to a daycare facility must submit their request through the standard reservation process. Request must include the daycare address and its opening and closing times. Trips to and/or from the daycare will be provided as a separate reservation. Riders must schedule a second reservation to reach his final destination, i.e. from the daycare to work. The pick-up time for his subsequent trip will be no more than one hour from the scheduled drop-off time at the daycare. If the SCAT rider finds that he will not be ready for pick-up by SCAT for his subsequent trip, it is his responsibility to communicate this to the reservationist to avoid possibly being considered a no-show. While GTA makes every effort to adhere to schedules, GTA will not be responsible for situations that may arise that are beyond its control.

Evaluating and Granting a Subscription Trip Request Once received by SCAT, each subscription request, including the out-bound, return trips, will be assessed to determine if it can be efficiently accommodated in

GTA Policy & Procedures Manual Policy 1.C.4 Page 1

consideration of: 1. Existing subscription trips; 2. Available trip capacity; and 3. The ADA requirement that capacity be maintained for demand trips with no trip denials. Subscription trip requests may not be granted for up to 14 calendar days to allow for adequate assessment and incorporation into SCAT schedules. During this assessment period the desired trip may be made as a demand trip.

Subscription Waiting List If the requested subscription trip cannot be accommodated, the request will be forwarded to Public Transportation Division management and maintained on a Waiting List for a period of six months, during which time the rider may be making the requested trip as a demand trip. As trip capacity becomes available, for example through cancellation of subscription trips by other riders or addition of service capacity, requests on the waiting list will be reassessed in their order of listing against the available capacity and those able to be served granted a subscription trip. Changing a Subscription Trip Subscription requests are granted for a specific trip, that is, a specific origin and destination, day (or days) of the week, and trip time. Riders who need to change a trip’s origin, destination or time on a particular day will be required to cancel the subscription trip for that day and make a demand reservation for the new trip. Early Closings It is requested that the Program Director of each agency, or his or her designee, provides GTA staff with an advance schedule of days for the year the agency will be closing early, to include holidays and staff workdays. Fourteen business days prior to the early closing, the Program Director, or his or designee, will send a reminder of the early closing date and time via fax, U.S. Postal Service or electronic mail to the following GTA personnel: 1) the Director of SCAT Operations, and 2) the Paratransit Planner. These persons will be responsible for informing the appropriate Operations and City staff. The Director of SCAT Operations, or his or her designee, will provide the Program Director with a list of SCAT riders with standing orders who will be impacted by the early closing. Notification shall be provided 14 business days prior to the early closing for verification by the agency. The Program Director, or designated staff member, should return the list to the Director of SCAT Operations, or her designee, no later than 8 business days prior to the early closing date to ensure that all passenger trips are scheduled in the most efficient and effective manner. Note that it is not necessary for riders or caregivers to call the SCAT office to cancel their family member’s trip due to early closings. All changes will be initiated by the agency. Once trips are rescheduled, a reservationist will contact the home and/or the 24-hour contact number, to advise the SCAT rider or, if appropriate the caregiver, of the change in trip time. GTA Policy & Procedures Manual Policy 1.C.4 Page 2

Emergency Closings Once it is apparent that an agency will need to delay opening or close early due to situations beyond their control, the Program Director, or his or her designee, will contact GTA Personnel (as noted above) of the emergency situation. An emergency is defined as any situation that will require a change to the destination point or pick up time on the rider’s scheduled trip. SCAT will follow the procedure for responding to emergencies (3.C.9), and dispatch the next available vehicle to pick up the riders. SCAT will make every effort to pick up the rider(s) within a reasonable time period. During inclement weather, GTA will initiate closings and contact the rider’s emergency contact number to make them aware. In addition, GTA will provide notice to agencies via SCAT Connect and the local media. All agency contact information will be provided to the City’s Information and Communications Specialist for this purpose.

Cancellation of Subscription Trip For Lack of Use A subscription trip may be placed on hold – that is, the trip may be temporarily suspended while the rider is out of the area, temporarily unable to travel, or does not need the subscription trip – for a period of up to 30 calendar days. A temporary suspension must be requested by the rider by calling the SCAT Reservation Center. At the end of the 30-day hold, the subscription trip must be resumed by the rider or will be canceled by SCAT. If a subscription trip is repeatedly cancelled and not taken by a rider for a period of 30 calendar days, that subscription trip will be cancelled and the rider will be required to make demand reservations for their travel until such time as a new subscription request is submitted and granted by SCAT and the rider notified. One (1) 30 day extension will be allowed at the request of the client. Any additional extension request and the timeframe that will be allowed for the extension must meet criteria in order to be approved beyond the one (1) 30 day extension request for additional time.

Appealing a Denied Subscription Trip Request If the request for a standing order is denied, the rider, or caretaker on behalf of the rider, may appeal the denial to the public transportation manager within five (5) business days. The public transportation manager will issue a decision on the appeal within five (5) business days of receipt of rider’s appeal. If the rider wishes to appeal the decision of the Public Transportation Division Manager, the rider, or caretaker on behalf of the rider, may do so to the Director, City of Greensboro Department of Transportation. If the rider wishes to appeal the decision of the Department of Transportation’s Director, the rider, or caretaker on behalf of the rider, may do so at the next regular meeting of the GTA Board. The decision of the GTA Board is final.

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1C: Paratransit Operating Policies

1.C.4.c Paratransit Reservations: Approved by GTA Board: 2/1/2010 Trip Negotiation Revised: 10/25/11

POLICY: Pursuant to 49 CFR Part 37 Subpart F, Section 37.131, the Greensboro Transit Authority shall schedule and provide paratransit service to any ADA paratransit eligible person at any requested time on a particular day in response to a request for service made the previous day or up to 7 days in advance. Pickup times may be negotiated by GTA SCAT reservations with the individual; however, GTA will not require an ADA paratransit eligible individual to schedule a trip to begin more than one hour before or after the individual’s desired departure time. DEFINITIONS: A Demand Response trip is any single trip which is non-repetitive in nature, and is made for a particular day during a specified time period. Subscription Trips (also referred to as standing order trips) refer to trips which are repetitive in nature, and are made to and from the same origin and destination over an unlimited period of time. An example would be a trip made for a passenger traveling to work Monday through Friday to be at the office at 8 a.m. and leaving at 5 p.m. OPERATING PROCEDURE: The caller, or an advocate on behalf of the caller, will contact SCAT reservations between 1 and 7 days in advance of the requested day of travel. The Caller will be asked to provide an eligible customer name, pick up and drop off address, including any suite numbers, apartment numbers or any other location specific address information that will assist the operator in locating the facility or the customer. Addresses must be within the GTA approved service area. The caller will also be asked to provide one of the following requested times for service:

i. Standard Trip Request: A requested time for pickup, for which the reservationist may then negotiate a pickup time within one hour before to one hour after the requested time.

ii. No-later-than Delivery: A specific appointment time to be at the drop-off address. A pickup time will then be negotiated that will ensure arrival not later than and no more than 30 minutes prior to the requested appointment time.

iii. No-earlier-than Delivery: A specified “do-not-drop-off-earlier-than time.”

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Cancellation of Subscription Trip For Lack of Use A subscription trip may be placed on hold – that is, the trip may be temporarily suspended while the rider is out of the area, temporarily unable to travel, or does not need the subscription trip – for a period of up to 90 calendar days. A temporary suspension must be requested by the rider by calling the SCAT Reservation Center. At the end of the 90-day hold, the subscription trip must be resumed by the rider or will be canceled by SCAT. If a subscription trip is repeatedly cancelled and not taken by a rider for a period of 90 calendar days, that subscription trip will be cancelled and the rider will be required to make demand reservations for their travel until such time as a new subscription request is submitted and granted by SCAT and the rider notified.

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This is used only if the facility for the requested drop-off address has a specified opening time, such as a Day Program or Care Center, for which the passenger cannot be dropped off prior to opening time. A pickup window will then be scheduled to ensure that the passenger arrives not prior to and up to 30 minutes after the facility is open for service.

iv. No-later-than Pick-up: A specified “must-be-picked-up-no-later-than time”, which is a time provided if a facility for a requested pickup address has a specified closing time. A pickup window will then be scheduled so that the end of the pickup window will be no later than the specified closing time.

v. No-earlier-than Pick-up: A specified “cannot pick up before or no earlier than” time to accommodate work and class end-times. Caller will also be asked to provide information on possible mobility aides, Personal Care Attendants and/or Companions prior to receiving a pickup window for the requested trip. The Caller can expect that all information will be repeated by the Reservationists for verification Once all the booking information has been entered and confirmed, the Reservationist will proceed to schedule the requested trip. Depending on the requested time parameter, the following will take place:

i. Standard Trip Request: If a pickup time has been requested, the reservationist may offer one or more pickup windows, based on efficiency of the system and other customer trips already scheduled in the system for the requested service day. The pickup times offered will be within 1 hour before or after the original requested time.

ii. No-later-than Delivery: If an appointment time has been specified, the reservationist will offer one or more pickup windows that will ensure that the customer arrives within 30 minutes of and not later than the specified appointment time. Depending upon travel distance and other customer trips already scheduled for that service day, the pickup window may begin as much as 90 minutes prior to the specified appointment time in order to ensure that the customer will not be traveling on the SCAT vehicle for more than 1 hour prior to his/her arrival time.

iii. No-earlier-than Delivery: If the customer is unable to arrive at a location prior to a specified time, the reservationist will offer one or more pickup windows that will ensure that the customer will arrive not before and no more than 30 minutes after the specified early arrival time. Depending upon travel distance and other customer trips already scheduled for that service day, the pickup window may begin as much as 60 minutes prior to the specified

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opening time in order to ensure that the customer will not be traveling on the SCAT vehicle for more than 1 hour prior to arrival time.

iv. No-later-than Pick-up: If a customer must leave a location no later than a specified time, i.e. a facility closes at 6 p.m., the reservationist will offer one or more pickup windows that will ensure that the customer is picked up not later than and up to 60 minutes prior to the specified closing time.

v. No-earlier-than Pick-up: If the Customer has requested not to leave his/her pick up location before a specified time, the reservationist may offer one or more pick up window choices, for which the start of the window is after the specified time. These choices will be based on efficiency of the system and other customer trips already scheduled in the system. The pickup window will begin no more than 60 minutes after the customer’s specified available pick up time. A specified “ to-be-picked-up-no-earlier-than time” will be provided if the customer has requested not to leave his/her pick up location before a specified time, i.e. from church service no earlier than 12:30 p.m. Once the reservationist has offered, and the customer has accepted, a guaranteed pickup window, the same process will be repeated for the request of any additional trips the customer may wish to make for that day or any other days within the scheduling window. All trip dates, times and addresses will be confirmed by the reservationist prior to ending the call. •Note: For persons making reservations on-line, any negotiations will take place during the call made to the customer to confirm his/her reservation.

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1C: Paratransit Policies

1.C.5.a Paratransit Service Delivery: Approved by GTA Board: 10/25/11 Pick-ups and Drop-offs Revised:

POLICY:

SCAT paratransit service is both curb-to-curb and door-to-door. Drivers are to stop their vehicles at the curb in front of or as close as possible to the designated entry of the rider’s pick-up or drop-off location. Drivers are to assist riders in boarding and alighting the vehicle as well as to and from the sidewalk, the entry door or other safe waiting area in front of or adjacent to the designated entry of the location. PROCEDURES: Definitions Curb-to-Curb Service: SCAT paratransit service in which, on both the origin and destination end of the trip, the driver gets out of the vehicle and assists the passenger between the vehicle and a sidewalk or other safe waiting area no more than 15 feet from the vehicle. Door-to-Door Service: SCAT paratransit service in which the driver gets out of the vehicle and meets/escorts the passenger from or to the door threshold of a residence, building or main lobby of a public building. This could occur at the trip’s origin and/or destination. Door service is available by request. Door service cannot be provided for those individuals whose pick-up or drop-off locations would cause the driver to lose sight of the vehicle or where the assistance by the driver may harm the individual, the driver or both. An exception may be made for dialysis centers upon approval by dispatch. Drivers may never enter a rider’s residence.

Curb-to-Curb Pick-Ups For curb-to-curb pick-ups, riders are to wait for the vehicle at the sidewalk or other safe waiting area by the curb in front of or adjacent to the main entry of the pick-up location or they need to promptly proceed to the sidewalk or waiting area by the curb where the vehicle is waiting when the vehicle arrives. Door-to-Door Pick-Ups For door-to-door pick-ups, riders are to wait inside the facility by the designated entrance. The driver will assist the passenger to the vehicle.

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Special Pick-Up/Drop-Off Locations Away from Origin/Destination At certain pick-up and drop-off locations or facilities, the SCAT Paratransit services dispatcher may need to determine a special location, away from the main entry, for the vehicle to pick-up or drop-off a rider due to particular circumstances at the trip origin or destination. These might include, for example, one-way street patterns, traffic restrictions such as a no stopping zone, a special event or a gated facility. In such cases, the information on the special location for rider pick-up or drop-off is given by SCAT to the rider and is also transmitted to the designated driver. Curb-to-Curb Drop-Offs For curb-to-curb drop-offs, SCAT drivers are to stop their vehicles at the curb in front of or as close as possible to the designated entry at the destination location. Drivers are to assist riders in alighting as necessary or requested and getting to the sidewalk or other safe waiting area by the curb location where the driver has pulled up the vehicle. Riders must be able to travel from the sidewalk or safe waiting area by the curb to the door of the final destination. For door-to-door drop-offs, Paratransit drivers will assist the passenger to the door of the facility. At large, multi-story and/or multi-building destinations, the driver is to drop off the rider at the sidewalk or other safe waiting area by the curb in front of or adjacent to the main entrance or as the curb in front of or adjacent to the specific building to which the rider is traveling, as long as the rider has given a specific street address for the particular building to which he/she is traveling. Entry onto Private Property If a SCAT vehicle cannot safely enter and exit the property for a door-to-door pick-up of a SCAT rider or the rider cannot be safely assisted by the driver between the door of their origin to the vehicle, the City/Greensboro Transit Authority shall notify the rider immediately of his/her responsibility to make the necessary changes in their property (to include a ramp, if necessary) in order to receive door-to-door service. Until such time as changes are made for the operator to safely transport the rider to the door or for the SCAT vehicle to safely enter and exit the property, the rider will receive curb-to-curb service. If the rider is eligible for door-to-door service and such service is needed, it shall be the rider’s responsibility to obtain a personal care attendant in order to continue to receive SCAT service. [See 1.C.5.d Personal Care Attendants] Applicants are to be advised prior to the start of SCAT service of their responsibility to have a personal care attendant if they need assistance making it to the point of pick-up.

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1C: Paratransit Policies

1.C.5.b Paratransit Service Delivery: Approved by GTA Board: 10/25/11 Passenger Notification Revised: 8/29/12

POLICY:

Using the cellular phones provided for this purpose, SCAT operators are expected to call the next passenger or the destination agency at the preceding pickup or drop-off location to alert the passenger that the vehicle is on its way. The manifest will indicate the passenger as either door-to-door or curb-to-curb for operator verification. Even though this policy allows the passenger adequate time to prepare for arrivals, it does not excuse passengers from being ready within their given pick-up window.

PROCEDURE:

The reservations office will update and maintain the 24-hour contact number in Trapeze to insure the most current information available.

The 24-hour contact number, once provided by City staff, will be placed in the comment section of the booking to insure that the number will be visible on the printed manifest.

If there is a 24-hour contact number on the manifest, the operator will place a call from the preceding pick up or drop off location. If there is no answer, the operator will leave a message informing the passenger that the vehicle is in route and provide an estimated time of arrival.

As an alternative to calling the individual rider, the operator may call the pick-up location or agency.

If the operator experiences an issue with the 24-hour contact number, i.e. the wrong number or the number no longer in service, the operator will notify dispatch immediately, and complete the 24- Hour Contact Issue Form. The operator will submit the form to dispatch prior to completing his or her shift.

Upon receiving the 24-hour Contact Issue Form, Dispatch will forward the form to Reservations for follow-up with the passenger.

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Reservations will, in turn, contact the passenger through the emergency contact information available, and allow the passenger to provide a working 24-hour contact number.

If the passenger cannot provide a working 24-hour contact number, the old 24-hour contact number on file will be deleted and left vacant.

Reservations will send an email to the Transit Services Specialist upon updating the passenger’s contact information, detailing the changes made.

The Transit Services Specialist will update the passenger’s manual file.

To insure compliance to this procedure, Supervisors will perform random audits by pulling the manifest and cross-referencing the 24- hour contact number on the manifest with the Nextel phone in use by the operator.

Operators found to be non-compliant to this policy and procedure will first receive a warning and coaching by the Supervisor, followed by progressive discipline for repeat incidents.

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Site Assessment Request Date: Operator: Location: Client: Description of Safety Issue:

Assessment Date: Completed By: Findings:

Request determined to be Valid Invalid Photographs Taken: Yes No Client Notified: Assessment Posted: Operator Notified: S. High Notified: 24 Hour Contact Issue Date: Operator: Number: Client: Description of Issue:

Client Contacted by: Date: Resolve:

Sherria High Notified:

24 Hour Contact Issue Date: Operator: Number: Client: Description of Issue:

Client Contacted by: Date: Resolve:

Sherria High Notified:

24 Hour Contact Issue Date: Operator: Number: Client: Description of Issue:

Client Contacted by: Date: Resolve:

Sherria High Notified:

1C: Paratransit Policies

1.C.5.c Paratransit Service Delivery: Approved by GTA Board: 10/25/11 Vehicle Arrival Revised:

POLICY:

SCAT paratransit services will operate on a thirty (30) minute pick-up window. A vehicle arriving for a pick-up during this window – that is, “on-time”-- will wait up to five (5) minutes for the passenger to make themselves available to begin boarding the SCAT vehicle, during which time the driver will attempt to alert the passenger to the vehicle’s arrival.

PROCEDURES:

Pick-Up Window SCAT paratransit vehicles have a thirty-minute “window of time” within which they may arrive and still be considered “on-time.” This window is defined as 15 minutes prior to the scheduled pick-up time to 15 minutes after the scheduled pick-up time. For example, if the pick-up time for a trip is 8:00am, the van could arrive anytime between 7:45am and 8:15am. A vehicle arriving at any time during this 30-minute window shall be considered “on-time.”

Dwell Time A vehicle arriving for a pick-up during this 30-minute pick-up window – that is, “on-time”-- will wait up to five (5) minutes for the passenger to make themselves available to begin boarding the SCAT vehicle.

If the driver arrives prior to the beginning of the pick-up window, he/she must wait until the scheduled pick-up window before beginning timing the five-minute wait time. If, in the example above, the SCAT driver arrived for the pick-up at 7:40am – 5 minutes before the pick-up window opens – the driver must wait until 7:45am to begin the required 5-minute wait time.

If the rider makes some movement or motion to indicate that he/she is on his/her way traveling to the curb for the trip (e.g., the rider waves at the driver from the window), the driver shall wait for the rider to arrive at the vehicle even if the five- minute wait time has elapsed.

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If the rider takes considerably longer than the five-minute wait time to travel from the pick-up location to the vehicle after signaling to the driver, the driver should note the incident on an Incident Report form.

Contacting the Rider While the driver is awaiting the appearance of the rider, they will take appropriate actions to alert the rider to the waiting vehicle by any or all of the following means: • Telephoning the rider using the 24-hour notification phone number listed for that rider; • For door-to-door riders, operator will exit the vehicle to approach the rider’s door to knock/ring doorbell for rider to answer; • Alerting SCAT dispatch to the non-appearance of the rider and asking for assistance in contacting the rider, a family member or origin agency representative by telephone; and • At a medical facility or office building with a lobby, exiting the vehicle and announcing the vehicle’s arrival and the rider’s name at the entrance to the origin facility.

No-Show Procedure If no one acknowledges the operator during the 5-minute waiting period, the no- show procedure will be followed: • Operator exits the vehicle and approaches the rider’s door; • Operator knocks/rings doorbell for rider to answer; • If no one answers, operator will leave the approved no-show door hanger, documenting the date and time that the vehicle was there for a pick-up; Exceptions: 1. Curb-to-curb riders who live in a residence that requires the operator to lose sight of the vehicle will not receive the door hanger; and 2. Operators picking up riders who are in a facility that requires the operator to receive the rider in a lobby setting will leave the approved door hanger with the facility’s receptionist or facility staff. • Dispatch will document in system as a no-show and provide comments in the note section; • Operator will be advised by dispatch top proceed to their next scheduled pick-up location.

Late Vehicle Riders are asked to call the Paratransit reservation number [336-333-6589] if a vehicle has not arrived within thirty minutes after the scheduled pick-up time.

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1C: Paratransit Policies

1.C.5.d Paratransit Service Delivery: Approved by GTA Board: 10/25/11 Personal Care Attendants Revised:

POLICY:

Pursuant to 49 CFR Part 37, Appendix D, Section 37.123, ADA Paratransit Eligibility – Standards, a personal care attendant (PCA) is someone designated or employed specifically to help the eligible individual to meet his or her personal needs. Personal Care Attendants always may ride with the eligible individual.

The “personal needs” being met by the attendant may or may not involve any aspect of the eligible individual’s trip, however, the presence of a personal care attendant shall not relieve the SCAT operator of their responsibility for the rider’s safety during transport.

SCAT Eligibility Process The SCAT paratransit eligibility process requires that an individual indicate whether he or she travels with a personal care attendant. In granting eligibility, SCAT may indicate any conditions or limitations on the individual’s eligibility, including the use of a personal care attendant. [Section 37.125(e)]

Reservations When making a trip reservation, an eligible individual who intends to travel with a personal care attendant will be required to indicate that intention and to reserve space for the PCA. If the rider does not indicate the use of an attendant for a specific trip, an individual accompanying him or her would be regarded simply as a companion and required to pay the same fare as the rider.

Fare A personal care attendant shall not be charged for complementary paratransit service. [Section37.131(c)]

PROCEDURES

Children as PCAs Children may function in the capacity of a PCA for a SCAT rider who is certified as traveling with a Personal Care Attendant so long as the child will be providing for the rider’s personal needs in conjunction with the trip being taken.

SCAT-Eligible Rider as PCA for Another

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A SCAT-eligible rider may function in the capacity of a PCA for another SCAT- eligible rider who is certified as traveling with a Personal Care Attendant so long as the SCAT-eligible PCA will be providing for the second rider’s personal needs in conjunction with the trip being taken. Two SCAT-eligible riders may not act in the capacity of PCA for each other on the same trip; at least one rider must pay a fare on each trip.

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1C: Paratransit Policies

1.C.5.e Paratransit Service Delivery: Approved by GTA Board: 10/25/11 Companions Revised:

POLICY: Pursuant to 49 CFR Part 37, Section 37.123(f), SCAT shall provide paratransit service to one person accompanying an ADA paratransit eligible individual, with others served on a space-available basis. “Accompanying” means that the other individuals shall have the same origin and destination as the eligible individual.

If the ADA paratransit eligible individual is traveling with a personal care attendant, SCAT shall provide service to one other individual in addition to the PCA. A family member or friend will be regarded as a companion and not as a personal care attendant, unless the family member or friend is acting in the capacity of a personal care attendant.

The one individual who is guaranteed space on the vehicle can be anyone – family member, business associate, friend, date, etc. SCAT cannot limit the eligible individual’s choice of type of companion.

Reservations When making a trip reservation, an eligible individual who intends to travel with a companion will be required to indicate that intention and to reserve space for the companion. If the rider does not indicate that they will be accompanied on their trip, the companion will be boarded and provided transportation by SCAT so long as doing so will not preclude the transport of an ADA paratransit eligible individual.

Should the rider desire to be accompanied by more than one (1) companion, the rider will be required to make this request when making their trip reservation, at which time the request will be accommodated so long as doing so will not displace other ADA paratransit eligible individuals.

Fare A companion or companions provided paratransit service in accordance with the ADA shall pay a fare that is the same as for the ADA paratransit eligible individual they are accompanying. [Section 37.131(c)(2)]

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1C: Paratransit Policies

1.C.5.f Paratransit Service Delivery Approved by GTA Board: 3/22/11 Lap Restraint Policy and Revised: Procedure

Policy: It is the mission of the Greensboro Transit Authority to provide a safe, friendly, and reliable transportation service. GTA Transit Operators will ask each passenger using or traveling with a common wheelchair to allow the operator to use a lap restraint while transporting them to and from the SCAT vehicle to ensure the safety of both the passenger and the operator. The operator will stress that the passenger is under no obligation to allow the operator to use the lap restraint, and they will still be transported to their destination even if they decline to use the lap restraint.

Procedure:

A. Door- to- Door or Curb- to- Curb Pick-ups

1. While picking up a passenger from either the door or the curb of his location, the operator shall always ask permission to use the lap restraint. If the passenger agrees, the lap restraint will be placed securely, but comfortably around the passenger at the door prior to being transported to the vehicle. 2. Once on the vehicle, the operator will ensure that the passenger’s safety belt is fastened and secure prior to removing the lap restraint. The Operator will then secure the vehicle lap and/or shoulder restraint for the passenger. 3. If the passenger declines use of the lap restraint, the operator will proceed in transporting the passenger to the vehicle with the safety device equipped on the wheelchair unless instructed not to by the passenger. 4. The operator will document on the manifest the passenger’s refusal to use the lap restraint.

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B. Passenger Drop-Offs

1. When dropping off a passenger, the operator shall ask permission to use the lap restraint prior to boarding the passenger onto the lift. If the passenger agrees, the lap restraint will be placed securely, but comfortably, around the passenger prior to boarding the lift. 2. The lap restraint will be removed once the operator has safely transported the passenger off the vehicle and to the destination door or curb. 3. If the passenger declines to use the lap restraint, the operator will proceed in transporting the passenger off of the vehicle and to the destination door or curb, using the safety device equipped on the wheelchair unless instructed not to by the passenger. 4. The operator will document on the manifest the passenger’s refusal to use the lap restraint.

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GTA Policy & Procedures Manual

Administrative Procedures [Not subject to GTA Board approval.]

GTA Policy & Procedures Manual

2: Administrative Policies and Procedures

Approved: 1/23/18 2.0 GTA Board: Policy for GTA Board Packet Effective: 3/1/2018 Distribution

POLICY:

In an effort reflect the Greensboro Transit Authority Board as transparent stewards as it relates to the citizens of Greensboro and the general public, this policy has been established to outline goals for timely dissemination of information relating to the GTA Board Meeting Packet and Supplemental Items. It should be noted that GTA Board Meeting Packet deadlines are subject to change based upon modifications to regularly scheduled meeting dates by the GTA Board Chair.

Implementing Procedures:

1. All Public Transportation City and Contractor staff will submit required GTA Board Agenda items to the City’s designee ten (10) business days prior to the regularly scheduled GTA Board Meeting.

2. GTA Board Agenda items will be emailed or provided within the requested accessible format to GTA Board members approximately seven (7) days prior to the regularly scheduled GTA Board Meeting.

a. Members of the general public may also obtain a printed copy of the board packet in person at the Greensboro Transit Authority Administrative Offices located at 223 W. Meadowview Road, or may make a request by telephone by calling (336) 373-2634.

3. The GTA Board Packet and Agenda will be uploaded and made available for review on the GTA webpage (www.ridegta.com) under the GTA Board and Committees link within 24 hours from email communication.

a. Please note that all GTA Board Meeting Minutes will be uploaded as a separate document based upon the fact that

GTA Policy & Procedures Manual Policy 2.0 Page 1

they are pending approval. Until approved, the minutes will be watermarked with the word “Unofficial.” Once approved, an official version of the GTA Board Packet will be uploaded within ten (10) business days after the regularly scheduled GTA Board Meeting.

b. If there are circumstances that require an addition of deletion to the posted GTA Board Meeting Agenda, a revised agenda will be uploaded for view.

4. GTA Board Meeting Packets will be made available for review during the 12-month calendar year. All prior board packets beginning with the year 2016 will be made available within the “GTA Board Archive Folder.”

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2: Administrative Policies and Procedures

Approved: 1/23/18 2.1 GTA Board: Procedures for GTA Board Effective: 3/1/2018 Meeting Minutes

Implementing Procedures:

1. The recorder shall provide Public Transportation Division (PTD) staff designee(s) with a draft copy of the previous GTA Board Meeting minutes 10 days after each GTA Board Meeting.

2. City staff will review the meeting minutes for grammatical and content errors.

3. City Staff will provide the draft minutes via email or other preferred method to the GTA Board Members. The GTA Board Members will have 72 hours to provide feedback for review and comments to staff.

4. GTA Board Packet will be emailed or provided by preferred method to the GTA Board Members approximately seven days prior to the regularly scheduled GTA Board Meeting.

GTA Policy & Procedures Manual Procedure 2.1 Page 1

2: Administrative Procedures

2.2 Exchange Procedure for Damaged Passes Issued: October 6, 2011 At the Depot Revised:

Implementing Procedure:

1) Damaged passes, once verified by the Depot Supervisor, may be replaced by the Customer Service Representative at the depot with one ride passes for the rides remaining on the damaged pass.

• When a passenger presents a damaged pass to the customer service representative (CSR) at the depot, the CSR will first check the blocked passes list to determine if the pass is valid.

• Once determined valid, the CSR will contact the Depot supervisor to verify whether or not the pass is working in a fare box.

• Once the damaged pass has been verified, the CSR will issue the passenger a one-ride pass equivalent to any rides remaining on the damaged pass.

• The CSR will indicate on the exchange form the pass number of the newly issued pass, and staple the damaged pass to the exchange document.

• The CSR will then include the exchange form with his/her cash bag.

GTA Policy & Procedures Manual Procedure 2.2 Page 1

2: Administrative Procedures

2.4 Medicaid Transportation Issued: February 6, 2012 Authorization Procedure Revised:

Purpose

To establish a process between the City of Greensboro/Greensboro Transit Authority and the Guilford County Transportation and Mobility Services (TAMS) to permit riders eligible for both the SCAT Paratransit Complementary Service and Medicaid Transportation to access the SCAT Paratransit service free of charge to them to travel to and from medical appointments.

Background Information

The Greensboro Transit Authority and Guilford County Transportation and Mobility Services (TAMS) have entered into an agreement to share in the transportation responsibilities of persons eligible for both Medicaid Transportation and the City’s SCAT Paratransit Service in order to allow these persons to travel at no cost to them. Between the hours of 10:00 a.m. and 2:00 p.m., persons eligible for Medicaid transportation desiring to use SCAT for their source of transportation to travel to and from their medical appointments, may be transported on the SCAT service at no charge to them. TAMS, the Medicaid Transportation provider for this federal program, will in turn reimburse the Greensboro Transit Authority for the total cost to provide these trips on a monthly basis.

Implementing Procedure

1. Once a caller has requested a Medicaid eligible trip, the reservationist will instruct the caller to contact Guilford County’s Transportation Services Supervisor, or her designee, at (336) 641-3515.

2. Guilford County’s Transportation Services Supervisor will approve the request for Medicaid transportation and email the authorization to the Director of SCAT Paratransit Operations.

3. The Director of SCAT Paratransit Operations, or her designee, will then advise the reservationist when the trip has been approved for the passenger. Trips will be approved on a trip by trip basis.

4. Pre-approved trips will then be coded by the reservationist as Medicaid Transportation during the trip booking process, and will be provided at no cost to the passenger.

GTA Policy & Procedures Manual Procedure 2.4 Page 1

5. The confirmation of the pre-approval for the passenger‘s medical transportation will be sent to the City’s Transit Services Planning Specialist.

6. The Transit Services Planning Specialist will invoice TAMS for the Medicaid approved trip on a monthly basis.

7. Persons whose Medicaid eligible trips are not pre-approved by TAMS will be required to pay the base fare. These trips will be coded as Medical during the booking process, and the operator will be responsible for collecting the base fare for each non-approved Medicaid eligible trip.

GTA Policy & Procedures Manual Procedure 2.4 Page 2

2: Administrative Procedures

2.5 FIXED ROUTE CASHBOX AUDITING Issued: October 23, 2012 PROCEDURE

Revised:

Background A sample of GFI Odyssey fareboxes used on all Greensboro Transit Authority fixed route buses are audited each week to ensure the money is being counted correctly by the GFI Odyssey farebox system. The number of cashboxes audited shall depend on the number of extra cashboxes available.

IMPLEMENTING PROCEDURE:

The cashboxes are audited in the vault Tuesdays through Fridays. The service lane attendants will pull the cashboxes from the selected buses at night when the buses are being fueled, probed and cleaned. Using the probe sheet as a guide, the cashboxes will be pulled in numerical order. If a bus that is in line to be pulled is down, the next number on the sheet will be pulled. The service lane attendant will write the appropriate bus number on top of the cashbox so the vault counters can readily identify the cash box. The cash in the individual cashboxes are then counted to determine if they match what the fare box computer indicates was collected for the bus from which the cashbox was retrieved.

1. The cashbox audit summary report, which provides the money collected on each bus for the previous day, is run. 2. Each cashbox is opened and the money is dumped into an individual bin and verified. 3. The currency is separated by denomination and run through the cash counting machine. 4. The amounts are compared to the amounts stated for that bus on the cashbox audit summary report. 5. The coins are then run through the coin counting machine and compared to the amounts stated on the cashbox audit report. 6. If there are any discrepancies with either the currency or coins, they are noted on the report. If there are large discrepancies, the problem will be investigated. A large discrepancy for currency is a variance of more than two bills; for coins, a large discrepancy is a variance of more than three coins.

Discrepancy Audit Process for Vault Counters

1. Check the Fare Box Repair Report that the fixed route supervisors complete to determine if that bus had a problem the previous day. (The Director of Administration has these reports and provides copies to maintenance each day.) 2. If the bus did have a problem and the problem was fixed, then the bus should be audited again the following night to insure the problem was fixed.

GTA Policy & Procedures Manual Procedure 2.5

3. If, after checking the Fare Box Repair Report, no problem was noted, continue with the investigation as follows. 4. Check to see if the fare box was put into bypass mode (for coins only). This is done by running the Bypass Mode Report. 5. Run the Maintenance Report to determine the number of times the bus recently had problems. 6. Run the Fare Box PM Report to determine if the fare box is due for preventive maintenance. 7. Run the Trim Diagnostic Report to help identify problems not detected. 8. Report the problem to the Maintenance Director, General Manager, and Senior Transit Operations Planner and provide any reports that helped to identify the problem. 9. After the problem has been fixed, audit the bus again and verify that it is counting correctly. 10. All audited fare boxes are reported to the Public Transportation Manager each week in the Cashbox Audit Report.

GTA Policy & Procedures Manual Procedure 2.5

2: Administrative Procedure

2.6 Updating Demographic Maps Issued: December 31, 2013 Revised:

To ensure that the demographic maps are updated on a regular basis and reflect the results of the most recent census data, the Greensboro Transit Authority will update its demographic maps concurrent with the development of the Greensboro Urban Area Metropolitan Planning Organization’s Long Range Transportation Plan, which is done every four years

The Greensboro Urban Area Metropolitan Planning Organization (GUAMPO) manages the transportation planning process required by Federal law. The MPO plans for the area’s surface transportation needs, including highways, transit, bicycle, and pedestrian facilities. The MPO’s primary tool for assessing and recommending future transportation improvements is through the development of the Long Range Transportation Plan (LRTP).

A major component of the LRTP is the environmental analysis of the human and natural environment. The guiding principles for the MPO analysis are drawn from 23 FR 450.316(a)(1)(vii), Title VI of the Civil Rights Act of 1964, and Environmental Justice Executive Order 12898. The MPO’s basic procedure for updating the demographic maps used for the environmental justice analysis include:

• Identifying and mapping low-income populations as well as its four largest minority populations individually: African American, Hispanic, Native American, and Asian.

• Identifying and mapping areas within the MPO boundaries that had significant Limited English Proficiency (LEP) populations.

• Using the most current available block group census data for identifying the population groups.

• Thematic maps are prepared, graphically depicting concentrations of each population group by block group data. Block groups are shaded to represent concentrations of populations with manual breaks at or near the target percentage.

• The thematic mapping is overlaid with completed, existing, and proposed roadway projects Transit routes are also overlaid.

GTA, a member of the MPO’s Technical Coordinating Committee (TCC), will coordinate more closely with the MPO during the LRTP development to ensure consistent mapping. The Greensboro Transit Authority will also meet with the MPO on a monthly basis to stay abreast of new legislation, discuss major service changes and ensure all demographic maps are updated accordingly.

2: Elevator Emergency Procedure

2.7 Elevator Emergency Procedure Issued: January 8, 2014 Revised:

Purpose To establish guidelines for handling emergencies related to inoperable elevators at the J. Douglas Galyon Depot and the GTA Operations and Maintenance Facility & Administrative Offices.

Background Information The Americans with Disabilities Act requires that, to the maximum extent feasible, facilities be accessible to and usable by individuals with disabilities. The ADA along with GTA recognizes it is not sufficient to provide features such as lift- equipped vehicles, elevators, communications systems to provide information to people with vision or hearing impairments, etc. if these features are not maintained in a manner that enables individuals with disabilities to use them. Inoperative lifts or elevators, locked accessible doors, accessible paths of travel that are blocked by equipment or boxes of materials are not accessible to or usable by individuals with disabilities. Temporary obstructions or isolated instances of mechanical failure would not be considered violations of the ADA.

GTA operates public access elevators at the J. Douglas Galyon Depot and the GTA Operations/Maintenance Facility and Administrative Offices. Occasionally, an elevator may become inoperative due to mechanical failure and an alternate method may be necessary to access upper or lower levels. The elevators are marked with decals displaying directions for visitors.

Procedure If a visitor attempts to use an elevator at the J. Douglas Galyon Depot, and it is inoperable, they should contact the Depot security office at (336) 373-2330 who will respond with the appropriate action.

If a visitor attempts to use the elevator at the GTA Operations and Maintenance Facility & Administrative Offices, they should notify security directly adjacent to the ground level location or call building security at (336) 373-2686 who will respond with the

GTA Policy and Procedures Manual Procedure 2-7 Page 2 appropriate action. In the event that the elevators become inoperable, an announcement will be made over the PA system to direct the users to alternate locations.

The appropriate Security staff will document the incident in the Log Book and within 24 hours bring the incident to the attention of the GDOT-Public Transportation Division Senior Operations Planner for appropriate referral to the City’s Central Services Division for timely repair.

GTA Policy and Procedures Manual Procedure 2-7 Page 2

GTA Policy & Procedures Manual

Operating Procedures [Not subject to GTA Board approval.]

GTA Policy & Procedures Manual

3A: System Wide Operating Procedures

3.A.1 Air Conditioning Issued: 3/22/2011 Revised: 7/9/12

GTA will operate the air conditioning units on the transit vehicles when the outside temperature is above 70 degrees.

Fixed Route Service

1. If the outside temperature is below 65 degrees, the Fixed Route buses will have the system remotely set to “Heat” mode. 2. If the outside temperature is between 66 degrees and 69 degrees, the Fixed Route buses will have the system remotely set to “Vent” mode. 3. If the outside temperature is 70 degrees or higher, the Fixed Route buses will have the system remotely set to the “A/C” mode. 4. The Dispatcher and Supervisor on duty will jointly decide as to the mode the vehicle should be set on based upon the guidelines mentioned above. 5. Once a determination has been made, all operators must follow the instructions of the dispatcher or supervisor. 6. Should unseasonable weather conditions adversely impact these guidelines, it will be at the discretion of the Dispatcher and the Supervisor to make any changes to the guidelines.

SCAT Paratransit Service and HEAT Service

Since the Air Conditioning and HEAT units on the SCAT Paratransit vehicles and HEAT buses cannot be regulated remotely like the Fixed Route buses, the following guidelines will be followed for SCAT vehicles.

1. If the outside temperature is below 65 degrees, the Operator will turn the “heat” switch on and manually set the temperature control for both the front and rear units mid‐way between red and blue marking. 2. If the outside temperature is between 66 degrees and 69 degrees, the operator will manually set the unit to the “VENT” mode. 3. If the outside temperature is 70 degrees or higher, the operator will turn the A/C on and manually set the temperature control for both the front and rear units mid‐way between the red and blue marking.

AIR CONDITIONING FAILURE PROCEDURE

If the Operator experiences air conditioning failure, the following steps are to be taken:

GTA Policy & Procedures Manual Procedure 3.A.1 Page 1

1. The Operator must call in to base and inform dispatch of his/her direction of travel, location and total passengers on board. 2. The Dispatcher will, in turn, log this information onto his/her radio report. The information will include the Operator’s name, the route or vehicle number and the time of day. 3. If on Fixed Route or the HEAT vehicle, the Supervisor may issue a complimentary pass form to the passengers on the vehicle, or he can allow the passengers to ride fare free. If passengers are allowed to ride for free, drivers are to use the appropriate key on the farebox to indicate that the passenger was permitted to ride free. 4. Note that if the passenger is accommodated to his desired destination, a complimentary pass will not be issued. 5. If on SCAT, the Operator will notify the dispatcher of the Air Conditioner failure. The dispatcher will, in turn, notify the SCAT Customer Service Representative of all persons impacted by the Air Conditioner failure. The SCAT Customer Service Representative will then mail the rider a complimentary pass via first‐class, United States mail.

GTA Policy & Procedures Manual Procedure 3.A.1 Page 2

3A: System Wide Operating Procedures

3.A.2 Bus Spot Checks Issued: 3/22/2011 Revised:

1. Each bus will be checked against the inventory sheet every Wednesday to determine if there are any missing posters, schedules or comment cards.

2. After the spot check is complete, inventory sheets will be turned into the GTA Information Specialist so that replacements can be made.

3. Replacement posters, schedules and/or comment cards will be provided to the Maintenance Director for placement on buses by Friday of that week.

4. Staff should notify the Information Specialist if other on-board communication is required.

GTA Policy & Procedures Manual Procedure 3.A.2 Page 1

3A: System Wide Operating Procedures

3.A.3 Driver Accident Issued: 3/22/2011 Revised:

The contractor shall comply with all accident reporting and investigating procedures established by GTA or required by Federal, State, and local laws and regulations.

Contractor shall report to the Public Transportation Manager or designee all accidents or incidents, regardless of liability, severity or damage in writing twenty four (24) hours of their occurrence. If an accident involves bodily injury to a passenger or major property damage to a vehicle or facility, the contractor shall notify the Public Transportation Manager immediately, regardless of time of the day. The contractor shall cooperate with GTA during any ensuing investigation(s).

GTA Policy & Procedures Manual Procedure 3.A.3 Page 1

3A: System Wide Operating Procedures

3.A.4 Lost and Found Issued: 3/22/2011 Revised:

The following procedure will be followed for any items found on a GTA vehicle.

1. The Operator will turn in any items found on their vehicle to the Dispatch/ Supervisor at the end of their shift. In-service Operators are only allowed to return a lost item if the person who lost the item returns within the operators shift to claim it.

2. The Dispatcher will tag any lost non-perishable items turned into lost and found, and log the item with the corresponding number in the lost and found logbook.

3. If the item is marked with a name, address or phone number, the supervisor will contact the owner to let them know that GTA has the item in question.

4. Once tagged and deposited in lost and found, the Dispatch office will take all lost and found calls. When identification is made, the owner should come by the GTA facility to retrieve the lost item(s). The owner must describe and sign for the lost item.

5. Lost valuables, such as money, jewelry, purses or cell phones, will be turned over to the Director of Fixed Route Operations or Director of Paratransit Operations for secure storage until the item is retrieved by the owner.

6. City police and the General Manager must be called immediately upon discovery of any weapons, illegal substance or items of contraband, found on any GTA Vehicle.

Lost items will be disposed of according to the following schedule:

A. Perishable food stuff- may be disposed of in one (1) working day.

B. Non-perishable food stuff- my be disposed of, as deemed appropriate, within one (1) week.

GTA Policy & Procedures Manual Procedure 3.A.4 Page 1

C. Non-perishable items- will be disposed of after 30 days. All such items will be donated to charity.

D. Items of value will be disposed of quarterly; these items will also be donated to charity.

GTA Policy & Procedures Manual Procedure 3.A.4 Page 2

3A: System Wide Operating Procedures

3.A.5 First Aid Kit Procedure Issued: August 23, 2012 Revised:

Purpose To establish guidelines for the use of first aid kits available on GTA vehicles

Background Information GTA provides first aid kits on both Paratransit and Fixed Route vehicles as an act of goodwill to its passengers.

Procedure All passenger injuries must be reported to dispatch by the operator. If a passenger has a minor, non-emergency type of injury, i.e. a minor cut, a minor scratch, while using the service, he or she may be offered the use of any supplies available in the first aid kit by the operator. If the Injury requires emergency attention, the operator must notify dispatch immediately so that dispatch can call paramedics for assistance.

GTA Policy and Procedures Manual Procedure 3.A.5 Page 1

3A: System Wide Operating Procedures

3.A.6 Procedure Responding to Rider Emergencies Issued: 06/30/11 Revised: 11/30/11 DEFINITIONS An emergency is defined as any urgent situation requiring immediate action.

Fixed Route

As it relates to Fixed Route, the situation may include, but is not limited to the following: 1. Medical emergencies; 2. A rider’s mobility aid fails and the rider needs assistance in order to continue his travel; 3. A rider with a disability facing unanticipated travel needs while either at the depot or on board a Fixed Route bus. This may include someone who is being travel trained to ride the Fixed route bus, or a passenger with a physical or mental impairment requiring special assistance; 4. A rider who has boarded the incorrect vehicle 5. Any rider whose safety is in jeopardy

Paratransit

If a SCAT rider has an emergency and needs to request changes to an existing prescheduled trip, the rider must call the “Where’s My Ride Line” (333-6589, press “0”) prior to the vehicle arriving to advise of the emergency. An emergency is any issue that will require a change to the destination point or pick up time on the rider’s next scheduled trip. These situations must be due to circumstances beyond the rider’s control. Beyond the rider’s control includes, but is not limited to: 1. The rider is sick and unable to travel at scheduled time; 2. The rider’s mobility aid failed and is unable to travel at scheduled time; 3. A sudden family emergency caused the rider to change plans and the emergency did not allow the rider time to notify SCAT of this change; 4. The vehicle arrived at the pickup location early and the rider was not ready, or the vehicle arrived late and the rider has left to call “Where’s my Ride”, or the rider made other arrangements after the vehicle arrived outside the pick-up window; 5. Missed trips caused by SCAT scheduling errors; or 6. The rider or caretaker has made a reasonable effort to notify SCAT that service would be needed but experienced an unreasonable delay on the telephone.

GTA Policy & Procedures Manual Procedure 3.A.6 Page 1

7. Medical emergencies due to the rider’s disability; 8. Extended appointment time; and 9. Facility closures that require the SCAT service to be altered.

IMPLEMENTING PROCEDURE Fixed Route If the emergency is one requiring EMS, the GTA personnel receiving the emergency will immediately call 911 for medical assistance. Depot Security and the Fixed Route Supervisor will then be notified of the emergency.

Customer Service 1. If the initial contact is with the Customer Service Representative (CSR) and the emergency is not medical, the CSR will collect detailed information regarding the nature of the emergency to include the following: the person’s name, gender, approximate age, gender, a description of the emergency, the date and time of day. 2. The CSR will then notify dispatch, the Road Supervisor and the Customer Service Manager, respectively, of the situation. 3. If the emergency involves a missing person at the depot, the CSR will make an announcement over the PA system for the missing person to come to the Customer Service office. 4. If the emergency involves a missing person on the bus, the dispatch will do an “all call” to all of the operators alerting them of the situation. 5. The operator transporting the missing person will be instructed to meet a Road Supervisor at a specified destination.

Depot Supervisor

1. If the initial contact is with the depot supervisor, the depot supervisor will gather all of the pertinent information pertaining to the situation as listed above, and will notify dispatch of the situation and then, depending on the severity of the situation, alert security and GPD. 2. If the emergency involves a passenger and warrants an all call, the depot supervisor will conduct an “all call” to all operators.

Dispatch 1. If the initial contact is with dispatch, the dispatcher will gather all of the pertinent information pertaining to the emergency, and based on the severity of the situation, will notify security and GPD. 2. If the emergency involves a passenger and warrants an all call, the dispatch will do an “all call” to all operators alerting them of the emergency.

Operator

GTA Policy & Procedures Manual Procedure 3.A.6 Page 2

1. If the initial contact is with the operator who is out on his route, the operator will radio dispatch for assistance and, depending on the severity of the incident, will contact either GPD or EMS. 2. If the emergency occurs with the operator while at the depot, the operator will radio dispatch to have the depot supervisor and/or security to immediately come to the bus slip where the situation is occurring.

Administrative Offices

If the emergency occurs at GTA’s administrative office, the receptionist will alert security.

Paratransit When the rider contacts ‘Where’s My Ride’, they will be asked to provide SCAT with specific information explaining their emergency situation and the reason for the requested change to their service.

Dispatch will then notify the Director of SCAT Operations with the rider’s name, the requested change of service and the expected impact on service. The Director of SCAT Operations will then notify the Paratransit Planner or Senior Transit Operations Planner (in this order), who will advise how to proceed. The Director of SCAT Operations will then notify dispatch with appropriate directions.

If the rider fails to notify SCAT Operations of his delay prior to the vehicle arriving, and does not board the vehicle within the 5-minute wait time; and if it is further determined that the delay was within the rider’s control, the rider will be listed as a no-show/late cancellation. Depending on the nature of the emergency, the operator may be directed by dispatch to depart and continue on his route. If this becomes the case, the operator will request that dispatch place the rider on Will Call notice for a return trip if the rider so desires. (Exception: It should be the responsibility of the dialysis center, and not the rider, to call the SCAT office once it is determined that there will be a delay in the treatment of a SCAT rider on dialysis. Refer to the Will Call procedure for further guidance on transporting riders on dialysis.)

(Note that GTA SCAT does not provide transportation for medical emergencies. If able, SCAT riders should be encouraged to call 911 for assistance. Otherwise, the emergency call should be placed by dispatch.)

GTA Policy & Procedures Manual Procedure 3.A.6 Page 3

3A: System Wide Operating Procedures

3.A.7 Service Lane Tracking Issued: November 19, 2012 And Maintenance Procedure Revised:

Purpose: To establish standard procedures for servicing and tracking vehicles once returned to base.

Implementing Procedures

1. During full service days, upon returning from their runs, the operators will park in the designated spot and post trip the vehicle. a. The maintenance staff will run all operational vehicles on the lot through the wash lane every weekday night. b. The vehicle will then be fueled. i. Once the vehicle is fueled, it will be so noted on the fuel sheet. ii. The fuel sheets will be used to track which vehicles have gone through the service lane.

2. During weekends and limited service days, upon returning from their runs, the operators will park in the designated spot and post trip the vehicle. a. The dispatch office will compile a list of vehicles that were used during that day. i. This list will be placed with the DVIR’s no later than 4:00 P.M.

b. The lead mechanic will gather up the vehicle lists and go over them with the service lane personnel. i. The service lane personnel will use this list to determine which buses will require service.

c. Only buses that were used during that day will be run through the service lane. i. The fuel sheets will be used to track which vehicles are serviced.

It is the expectation that all operators follow these procedures as outlined. Failure to follow the procedures will result in progressive disciplinary action.

GTA Policy & Procedures Manual Procedure 3.A.7

3B: Fixed Route Operating Procedures

3.B.1 Bus Shelter and Stop Maintenance Issued: 3/22/2011 Revised:

The expected maintenance activities are to be performed at the specified locations. All designated locations and all routes will be inspected on a weekly basis. In addition the contractor will be expected to service locations that are called in by GTA the same day. Cleaning and monitoring of The Depot will be performed daily. Contractor will make contact with GTA staff to address any issues or concerns. In the event the contractor or representative cannot perform the duties, it must be reported immediately to GTA staff so that other arrangements can be made. Maintenance services will involve, but will not be limited to: a physical inspection of all locations, litter pickup, emptying of the trash cans, sweeping of the bus stop area, removal of all graffiti, unauthorized signs or posters, washing of bus shelters, benches and areas, grass cutting, trimming and weed control. A detailed description of each activity is listed below.

Physical Inspection - The inspection will be to check on the condition of the location and to perform any necessary maintenance activities noted.

Litter Pickup - All locations containing fixed bus stop amenities will have the litter picked up and removed at least weekly. For those locations that have a more intensive schedule, pickup will occur as indicated in specifications.

Emptying of Trash Containers - Trash cans located at GTA bus stop locations will be serviced on a weekly basis. Stops with more frequent loading activity will be serviced on an as needed basis. Contractor will remove trash from automatic trash cans that are overflowing. The expectation is to remove trash from top layer and report that location to GTA. All trash must be brought to the Transit Facility located at 223 West Meadowview Road for disposal with the only exception being trash from The Depot. (Use trash dumpster at Depot)

GTA Policy & Procedures Manual Procedure 3.B.1 Page 1

Sweeping of Bus Stop Area - Sweeping of these areas will be done during the weekly inspection as required. More frequent sweepings at specific locations will occur as needed.

Signs, Posting and Graffiti Removal - At every visit to the designated locations, all unauthorized signs or other postings and graffiti will be removed. The only signage allowed is that posted by the GTA to provide system information for the riders and public.

Washing of Bus Shelters, Benches and Area - All shelters and benches listed will be pressured washed at least once each calendar month, or on an as needed basis. Cleaning shall mean that all benches, windows, frames and other physical parts of the shelter and the shelter floor shall be cleaned from all dirt, grease, grim and other foreign substances to assure that each location is aesthetically pleasing and free from dirt and litter.

Repairs and Replacements - If during any inspection or service call, any items that need to be repaired or replaced are identified, a written notice will be given to the GTA Transit Administrator, or designee, within one (1) business day. Items that can be repaired or replaced by the contractor must be completed within (1) day. Contractor will be required to assemble and disassemble bus shelters and installed bus stop signs when necessary.

Grass Cutting, Trimming and Weed Control - The immediate area around the designated locations will be checked for control of grass and weeds. The immediate area shall be defined as 6 feet from the bench or concrete slab. Those areas needing service will have the grass cut and weeds trimmed on an as needed basis during March 15th through October 31st of each year. Treatment for weed control will be made as necessary.

The Depot – Contractor is responsible for the following activities at The Depot: check and empty all outside trash cans, emptying cigarette urns, litter pickup for the entire facility, clean and sweep bus slip area and parking lot. In addition contractor will be

GTA Policy & Procedures Manual Procedure 3.B.1 Page 2

responsible for pressure washing the bus slip area and breezeway area in front of depot.

Other - Other maintenance items and responses to specific complaints will be accomplished the same day of notification by GTA.

GTA Policy & Procedures Manual Procedure 3.B.1 Page 3

3B: Fixed Route Operating Procedures

3.B.3 End of Line Issued: 3/22/2011 Revised:

If a bus does not follow the same route, both outbound and inbound, the rider may board on either leg of the trip and remain on the bus at the end of the line without paying an additional fare.

If a bus does follow the same route, both inbound and outbound, the rider must pay another fare at the end of the line unless the rider is elderly or otherwise needs assistance.

The procedure applies to passengers with special needs--- to include, but not be limited to, the disabled, the visually impaired, the elderly, and persons traveling with several small children. Persons meeting these criteria will be permitted to board the closest bus stop in the opposite direction of his/her destination without paying an additional fare at the end of the line. The operator is to use his/her best judgment to determine whether a passenger falls in either of these categories. If in doubt, he is to radio his concern into dispatch for guidance.

If there are questions or additional clarification is needed, riders can call the Greensboro Transit Authority Customer Service Line at 335-6499.

GTA Policy & Procedures Manual Procedure 3.B.3 Page 1

3B: Fixed Route Operating Procedures

Issued: 3/22/11 3.B.4 Wheelchair Lift Failures Revised: 8/7/13

When an operator calls dispatch advising that he is at a bus stop with a wheelchair passenger and the lift will not operate, the dispatch will get the location, direction of travel, and route of the bus/van. Dispatch will then give the operator an estimated time of arrival of the vehicle coming to transport the customer. The operator is to be reminded not to leave the location of the wheelchair passenger until he has communicated to the passenger that a vehicle will be sent out to transport him and an estimated time of arrival. The operator will also be reminded to write the defect on the Drivers Vehicle Report (DVR), and to log all information onto the dispatch radio log.

It is very important that the wheelchair passenger be picked up and transported within the frequency of the route. For example, if the route the passenger was attempting to ride is a half-hour service route, then he/she must be picked up and transported within 30 minutes. If the route is an hour service route, then the passenger must be picked up and transported within the hour. It is GTA’s intention to transport the passenger as quickly as possible.

If for some reason the wheelchair passenger is unable to be transported, the supervisor must immediately notify the General Manager or the Director of Fixed Route Operations. The Road Supervisor will check the wheelchair lift of the vehicle that reported the failure. The Road Supervisor will complete an Incident Report on his findings. If the wheelchair lift is found to be operating, the Road Supervisor will counsel the operator and issue a written discipline. If the lift is determined to be inoperable, the Road Supervisor will take the vehicle out of service as soon as possible, or before the beginning of the vehicle’s next service day, and ensure that the lift if repaired before the vehicle returns to service.

If there is no vehicle to replace the one with the broken lift, and if taking the vehicle out of service would reduce the transportation service available to the general public, GTA will keep the vehicle in service with an inoperable lift for no more than three (3) days from the day on which the lift is discovered to be inoperative. After this time, vehicles with inoperable lifts may not be kept in service, even if there are no spare vehicles.

GTA Policy and Procedure Manual Procedure 3.B.4 Page 1

3B: Fixed Route Operating Procedures

3.B.5 Fare box Coin By-Pass Issued: October 23, 2012 Procedure Revised:

Background

The fare box coin mechanisms on both the fixed route and HEAT vehicles may malfunction at times due to lent, dust or debris on the coins; or the coins may be bent or counterfeit, causing the fare box to miscount the coins.

IMPLEMENTING PROCEDURE:

• When the fare box becomes inoperable due to a coin jam, the operator will advise the Depot/Road Supervisor. • The supervisor will attempt to clear the coin jam. • If the coin jam does not clear itself in route, the supervisor will meet the bus at the depot and change the coin mechanism by replacing it with a new one. • If the supervisor has used all available coin mechanisms, he will place the fare box on bypass mode to allow revenue to be collected. • Once the fare box has been put on bypass, the supervisor will document the following information on the daily fare box record sheet: Date, Time, Route and the bus number. • A copy of the fare box sheet will be given to the Operations Manager. • The Operations Manager will give a copy of the fare box sheet to the Director of Administration to document revenue discrepancies, and a copy will be given to maintenance for repairs needed.

Maintenance Repair:

• All inoperable coin mechanisms are placed on the fare box repair table in the maintenance department. • The inoperable coin mechanism will be tagged by the supervisor (with details of the problem). • The mechanic on duty will repair the coin mechanism and store it in the area designated for fare box parts.

GTA Policy & Procedures Manual Procedure 3.B.5

• If the mechanic on duty cannot repair the coin mechanism, it will be left for major repair by the Fare Box Technician. • All major fare box repairs are completed on Thursdays and Sundays.

GTA Policy & Procedures Manual Procedure 3.B.5

3C: Paratransit Operating Procedures

3.C.1 Accommodation of SCAT Rider Issued: 3/22/2011 Whose Return Trip is Adversely Revised: Affected by the Lateness of Their Initial Trip

The City/GTA is committed to improving safety and mobility, and providing quality services to our community by:

Being customer-focused and team-oriented;

Being cost-effective and innovative;

Developing, empowering, and recognizing our employees.

OPERATING PROCEDURE: SCAT riders whose return trip is adversely affected by the lateness of their initial trip will be reasonably accommodated by GTA using the following procedure.

1. The driver will document the late trip and indicate the reason the trip is late.

2. The driver will, in turn, notify the dispatcher whenever there is a late trip, defined as a trip which falls outside of the 30 minute window.

3. The dispatcher will determine if the return trip will be affected by the late trip (i.e. is less than an hour of drop off), and instruct the reservationists to call the client to make the necessary adjustments to the return trip. The reservationist will negotiate the return trip so as to cause the least amount of disruption to the service. (Note: If the client cannot be contacted by phone, the reservationist will notify dispatch and advise driver of a decision.)

4. Once the negotiations are complete, the new time is entered into the computer and the driver manifest is updated.

5. The driver of the return trip is notified of the change to the schedule.

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3C: Paratransit Operating Procedures

3.C.2 Criteria for Placing SCAT Riders Issued: 3/22/2011 on Round-Trip Pay List Revised:

SCAT riders are expected to pay the required fare each time they board the SCAT vehicle. Passengers who have extreme physical or mental disabilities that functionally limit their ability to handle cash fare or a punch card will be permitted to pay for their round trip when they first board the vehicle. These disabilities may include, but not be limited to, Down’s syndrome, multiple sclerosis, spina bifida and dementia. The Transit Services Specialist, in collaboration with the SCAT Customer Service Representative, will notify the Director of SCAT Operations of persons who meet these criteria. Additions to the list will be discussed and reported at weekly Service Planning meetings.

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3C: Paratransit Operating Procedures

3.C.3 Door Hangers Issued: 3/22/2011 Revised:

It is the desire of GTA to provide written notices to SCAT residents who are unavailable for transportation upon each departure. Door hangers will be left on the door knobs with acknowledgement of the visit and phone numbers to call to reschedule trips. To aid clients with visual difficulties, the bottom right hand corner of the door hanger will be removed for recognition by touch.

Procedure A. Door-to Door Clients

Manifest will indicate client as door-to-door for operator verification.

Operator calls 24 hour contact number prior to arrival of client pick up.

When operator arrives at scheduled pick up location, operator will exit the vehicle to approach client’s door to knock/ ring door bell for client to answer.

Operator waits for client to exit location. If no one acknowledges the operator, the no- show procedure will be followed.

Operator returns to the client’s scheduled pick up location and leaves the approved no-show door hanger.

Dispatch will document in system no-show and provide comments in note section.

Operator will return to vehicle to proceed to next scheduled pick-up.

B. Curb-to-Curb Clients

Manifest will indicate client as curb-to-curb for operator verification.

Operator calls 24 hour contact number prior to arrival of client pick up.

When operator arrives at scheduled pick up location and there is no sign of client, the operator will contact dispatch to seek advice.

Dispatch will provide a courtesy call to the client’s 24-hour contact number.

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Once the 5-minute waiting time has been exhausted, the no-show procedure will be followed.

Operator exits vehicle to approach client’s door.

Operator knocks and/or rings door bell for client to answer. If no one acknowledges, operator leaves the approved no-show door hanger.

Dispatch will document in system a no-show, and provide comments in the note section.

Operator will be advised by dispatch to proceed to the next scheduled pick-up location.

*Exception: Curb to Curb clients who live in a residence that requires the operator to lose sight of the vehicle will not receive the approved door hanger. Operators picking up clients who are in a facility that requires the operator to receive client in a lobby setting will leave approved door hanger with receptionist of facility or facility staff.

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3C: Paratransit Operating Procedures

3.C.4 Reservations Issued: 3/22/2011 Revised:

Procedure From SCAT Brochure

Because SCAT is a shared-ride service, reservations need to be made one day prior or up to 7 days in advance. Standing order reservations are also accepted. To make a reservation, please call 333-6589.

Procedure From SCAT Mailed Materials

When you know you need a ride, call 333-6589 before 5pm the day before your trip. You can schedule rides up to 7 days in advance. To cancel a reservation, call 333-6589 no later than 2 hours before your scheduled pick-up time. (For example, if you have a pick-up time of 3pm, call before 1pm to cancel.) So that we might better serve you, please try to call in cancellations by 5pm the day before your trip.

Procedure From SCAT Website “About SCAT” Page

Reservations must be made by 5pm one day in advance or a client may schedule a trip up to 7 days prior to the desired travel date. For a reservation, call 336-333-6589. In addition, reservations may also be made online using our user-friendly site. To make reservations, visit the SCAT reservations Web page.

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3C: Paratransit Operating Procedures

3.C.6 Telephone Communications Issued: 3/22/2011 Revised:

In answering telephone calls both internally and externally, the following basic principles will apply:

QUALITY:

Quality telephone management shall be the responsibility of each employee.

Actions to be taken should be handled promptly. If you are unsure how to respond, indicate to the caller that you will call him or her back with the proper response. Take the name and number and call back within the same day.

RESPONSIVENESS:

Answer the telephone as soon as possible, using the script attached (See appendix A).

RESPECT:

Speak in a clear energetic voice at a moderate pace. Keep a pleasant tone of voice at all times, articulate well, and be certain to hold the transmitter directly in front of your mouth.

Give the caller your undivided attention and treat him/her as you would wish to be treated and better than he/she would expect. SCAT riders are often difficult to understand. Listen attentively. If you are having difficulty understanding his/her request, ask if there is someone else available who might help you to better understand his or her concerns. Never eat, drink, chew gum or carry on side conversations in the office while on the telephone.

Always address the caller in a friendly, professional manner, acknowledging his or her title (Mr., Mrs., Sir, Madam) such as Mr. or Mrs. ______. Never address the caller by his/her first name unless you know the caller well.

If the caller is aggressive, use the following techniques to maintain professionalism during the conversation. Remember, you are there to assist the caller.

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Remain calm.

Be patient and do not take comments personally.

Respond with a caring attitude.

Provide assurance that some action will be taken.

Always thank the customer for the call.

Document the call and forward the incident to your supervisor for investigation

The supervisor will, in turn, notify the SCAT Customer Service Representative for follow-up and response within 24 hours.

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3C: Paratransit Operating Procedures

3.C.7 Wheelchair Lift Failure Issued: 3/22/2011 (For Fixed Route, refer to 3.B.4) Revised:

When an Operator calls Dispatch advising that he/ she is at a bus stop with a wheelchair customer and the lift will not operate, the dispatch will get the location, direction of travel, and route of the bus/van. Dispatch will then give the Operator an estimated time of arrival of the vehicle coming to transport the customer. The Operator is to be reminded not to leave the location of the wheelchair customer until he/ she has communicated to the wheelchair customer that a vehicle will be sent out to transport him/her and an estimated time of arrival. The Operator will also be reminded to write the defect on the Drivers Vehicle Report (DVR)

Log all information on the Dispatch radio log. It is very important that the wheelchair customer be picked up and transported within the frequency of the route. For example, if the route the passenger was attempting to ride is a half-hour service route, then he/ she must be picked up and transported within 30 minutes. If the route is an hour service route, then the passenger must be picked up and transported within the hour. IT IS OUR INTENTION TO TRANSPORT THE PASSENGER IMMEDIATELY.

If for some reason the wheelchair customer is unable to be transported, the supervisor must immediately notify the General Manager or Director of Paratransit Operations. The Road Supervisor will then check the wheelchair -- lift of the bus/van that reported the failure. The Road Supervisor will complete an Incident Report on his/ her findings. If the wheelchair lift is found to be operating, the Road Supervisor is to counsel the Operator and issue a written discipline.

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3C: Paratransit Operating Procedures

3.C.8 Will Call Trips Issued: 3/22/2011 Revised: 5/1/2014

DEFINITION A “Will Call” is defined as a return trip made at the request of the SCAT client who misses his pick up due to reasons beyond his control. Beyond the client’s control includes, but is not limited to:

1) the client is sick and unable to travel at scheduled time;

2) the client’s mobility aid failed and is unable to travel at scheduled time;

3) a sudden family emergency caused the client to change plans and the emergency did not allow the client time to notify SCAT of this change;

4) the vehicle arrived at the pickup location early and the client was not ready, the vehicle arrived late and the client has left to call “Where’s my Ride”, or the client made other arrangements after the vehicle arrived outside the pick-up window;

5) missed trips caused by SCAT scheduling errors; or

6) the client or caretaker has made a reasonable effort to notify SCAT that service would be needed but experienced an unreasonable delay on the telephone.

7) medical emergencies due to the client’s disability, and

8) extended appointment times.

The Greensboro Transit Authority will make every effort to accommodate such requests within a reasonable time period based on vehicle availability; however there is no guarantee that the vehicle will return within the hour. If a client misses a trip that is determined was within his control and the trip originates at his residence, SCAT will not honor the “Will Call” trip and the trip will be marked as a no-show (refer to no-show/late cancellation policy for standing order trips.). In this

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incidence, the SCAT client will be responsible for cancelling any remaining trips impacted by the missed trip. If the affected trips are not cancelled, the client will be issued a no-show for both trips. If the missed trip is a general purpose trip, the SCAT client will be issued a warning letter. Dialysis Trips When the dialysis center recognizes that the SCAT client will not be ready for his return trip by the scheduled pick up time, the dialysis center must immediately call the SCAT office at 333-6589 to notify GTA personnel that the client is running behind schedule and provide an approximate ready time for the client. The dispatcher will then direct the driver to re-route the vehicle if necessary. Once the client’s treatment is complete, the dialysis center will call the SCAT office again and advise that the client is ready to be picked up. The dispatch will advise the dialysis center of an approximate arrival time. The SCAT office will dispatch the next available vehicle out to the dialysis center for the client(s).

Non-Emergency Dialysis Trips to Medical Facilities For non-emergency dialysis trips for dialysis clients requesting to be transported to the hospital from the dialysis center, the SCAT vehicle will return for the client at his or her scheduled pick up time to take him to his destination. Depending upon the nature of the request, SCAT will make every attempt to return for the client within a reasonable period if an earlier pickup is needed. For medical emergencies, dialysis centers are directed to call 911. Employment, Religious, Education, General Purpose and Medical Trips In the event a SCAT client misses a trip for employment, religious, general purpose, medical or educational purposes, which is determined to be beyond the client’s control, SCAT will make every attempt to return to pick up the client within a reasonable time period. The client is asked to call the SCAT office (333-6589) once he determines that he will not be ready within his pick up window so that the SCAT vehicle can be re-routed to pick up or drop off another client if necessary. If it is determined that the missed trip was within the client’s control, the return trip will be treated as a same day reservation and the client will be given a no-show for the missed trip (refer to no-show/late cancellation policy).

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