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Transit Control Center Policies & Procedures

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Transit Control Center Policies & Procedures No. Transit Control Center Policies & Procedures 2.1 Janice Berlin, Prepared by: Subject: Accessible Service Chief, Transit Control Center Origination Date: 04 Feb 2005 Approved by: Effective Date: Jeff Wamsley, Revision Date: Superintendent, Transit Control Center Purpose: The purpose of this document is to outline policies and procedures for handling issues coordinators encounter regarding Accessible Service. Scope: This document will outline Accessible Service basic issues, relevant policies. It will also present some basic mechanical procedures related to lifts and ramps. For more information specific to troubleshooting consult with the shop regarding the specific equipment. Policies in this document are drawn from Transit Operations Procedures #91, dated 8/18/03 and from The Book, Section 11, Services for Customers with Disabilities. Refer to these resources for detailed information. Introduction: Transit Operations Procedures #91, dated 8/18/03, Assisting Customers with Disabilities, states: “The federal Americans with Disabilities Act (ADA) of 1990 prohibits discrimination against persons with disabilities in providing public transportation services. In addition, state and local laws ban discrimination based on disability. Transit Operators and First-line Supervisors are required to comply with all ADA and King County METRO policies and procedures to assist customers with disabilities.” Compliance with this policy is imperative. From time to time, updates to this policy will be necessary regarding customer relations, mobility aids or King County equipment. If you notice anything that needs updating or clarification, contact a Service Communications Chief. A. Mobility Aids: There are a number of standard and non-standard assistive devices used on King County Metro Transit. Instruct operators, when necessary, to follow procedures for handling issues related to mobility devices as outlined in The Book, Section 11. Authorized mobility aids a coordinator may be asked about by operators include, but is not limited to: • Wheelchairs, power or manual • Scooters, 3-wheeled or 4-wheeled • Accessible stroller • Walker • Wheelchair used as a walker • Razor Scooter King County Transit Control Center providing Timely Courteous Communication Page 1 of 6 No. Transit Control Center Policies & Procedures 2.1 Janice Berlin, Prepared by: Subject: Accessible Service Chief, Transit Control Center Origination Date: 04 Feb 2005 Approved by: Effective Date: Jeff Wamsley, Revision Date: Superintendent, Transit Control Center • Segway Assistive Device B. Accessible Service: All Metro buses are now equipped with lifts or ramps for persons using wheelchairs and others who have difficulty climbing steps. All Metro bus zones have been placed in one of the following three categories: • Fully accessible for lift use designated by a blue decal with the universal “accessible” symbol; • Limited space lift use designated by a decal with a person standing on a deployed lift; • No lift use zones • For specific information regarding accessible routes and bus zones, refer to the accessible service microfiche or The Book. This section provides guidelines on lift malfunctions, service problems, evacuation procedures, and Center Park operation. C. Customer Relations Operators must comply with the Americans with Disabilities Act (ADA) and Metro regulations to assist customers to reach their destinations. Operators must make every effort to provide use of the lift or ramp regardless of whether the disability is obvious. If the customer asks to use the lift or ramp, the operator must comply. If a ramp will not deploy, the operator should deploy the ramp manually. If the customer cannot be boarded safely, the operator must call the coordinator. If a lift, on a High-floor Diesel or Trolley, does not work, the operator must remain in the zone until the operator contacts the coordinator to receive instructions. King County Transit Control Center providing Timely Courteous Communication Page 2 of 6 No. Transit Control Center Policies & Procedures 2.1 Janice Berlin, Prepared by: Subject: Accessible Service Chief, Transit Control Center Origination Date: 04 Feb 2005 Approved by: Effective Date: Jeff Wamsley, Revision Date: Superintendent, Transit Control Center D. Inoperative Lift: 1. When an accessible coach with an inoperative lift is in service and cannot accommodate a customer desiring to board using the lift, use the following procedures: • Check with the Operator to ensure all procedures for operating the lift have been followed. • Check schedules for the next accessible run and find out from the Operator if the customer is willing to wait. • If the customer will have to wait longer than 30 minutes, send a Service Supervisor to assist the customer. • If the customer has to wait longer than 30 minutes, and the Service Supervisor does not have a lift-equipped van, attempt to find an out of service coach to accommodate the customer. 2. If there is no out of service coach or Supervisor available with a lift equipped van, follow these procedures for ordering a cabulance: Ask the Operator to obtain the customer's name, description of clothing, exact location where customer will be waiting, and the customer's destination. Call for a cabulance from one of the companies listed in the phone list on the coordinator’s web site. You will find the following companies listed: Cascade Rural Metro American Determine the expected arrival time of the cabulance. Have the Operator inform the customer of the arrangements made and how long he/she can expect to wait. • Set up a coach change as soon as possible. • Log the necessary information on the Coordinator's Service Record (CSR). • If the customer chooses not to wait for the next coach (with less than thirty minute wait) and requests that a cabulance be called, they are responsible for the bill. We provide the back-up service only when the follower is more than 30 minutes behind the coach with the King County Transit Control Center providing Timely Courteous Communication Page 3 of 6 No. Transit Control Center Policies & Procedures 2.1 Janice Berlin, Prepared by: Subject: Accessible Service Chief, Transit Control Center Origination Date: 04 Feb 2005 Approved by: Effective Date: Jeff Wamsley, Revision Date: Superintendent, Transit Control Center malfunctioning lift. 3. When a customer requesting lift usage is on the coach and the lift breaks down, use the following procedures: • Check with the Operator to ensure all procedures for operating the lift have been followed. • Send a Service Supervisor to the scene. • In circumstances, when the customer requests it, they can be carried off the coach with the assistance of the Supervisor and mechanic, or, as a last resort, other customers. However, this is only done when requested by the customer or in the case of an emergency requiring coach evacuation. Normal procedure would be to wait until portable ramps are available. • If necessary, call the nearest base and order emergency ramps. Have a Supervisor or mechanic pick up and deliver the ramps. • Order a coach change or a service change. • Send mechanics to the inoperative coach, if needed. • Log the necessary information on the Coordinator's Service Record. E. Passing up Customers with Disabilities due to Overload When a customer requesting lift use is waiting for a coach and is passed up by the accessible coach because it is already full, no additional help is to be provided unless this is the last trip on the route. However, if the overload occurs when customers at the zone board prior to the customer waiting for the lift, every effort should be made to accommodate this rider. This situation should be recorded on the Coordinator's Service Record and handled like any other overload. Report this event to the Customer Information Office. F. Emergency Evacuation Procedure: If a person (who requires a lift) is on the coach involved in an accident and there is a threat of danger, such as fire, emergency evacuation procedures must be followed immediately. Use the following guidelines: • Instruct the Operator to obtain assistance from other passengers to lift the person with the disability through the closet available exit (front door, rear door, emergency windows, or roof hatch). King County Transit Control Center providing Timely Courteous Communication Page 4 of 6 No. Transit Control Center Policies & Procedures 2.1 Janice Berlin, Prepared by: Subject: Accessible Service Chief, Transit Control Center Origination Date: 04 Feb 2005 Approved by: Effective Date: Jeff Wamsley, Revision Date: Superintendent, Transit Control Center • If a passenger with a disability is injured as a result of an accident and there is no danger of fire or other threat to safety, instruct the Operator to wait for aid car personnel to treat and remove the individual from the coach. • If the customer with a disability is not injured, but there is damage to the coach and the lift will not work, follow the procedures for an inoperative lift, outlined earlier in this section. G. Center Park Service (688/1): Coaches 3198 and 3199 are assigned out of Central Base to operate this service. Each coach can carry 23 disabled persons - 7 using wheelchairs, and 16 seated with belts. Center Park service operates seven days a week, except holidays. Once a month there is a special trip in the evening. This special trip is usually a dinner trip within 30 minutes of Center Park. All other special trips require authorization from the Central Base Chief. If a request seems
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