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King County Metro Access Transportation Policies 2011

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King County Metro Access Transportation Policies 2011 King County Metro Access Transportation Policies 2011 Accidents An accident is when a vehicle strikes, or is struck by, another object, resulting in damage to either vehicle or property. Immediately upon receiving notification from the driver of an accident requiring a Washington State accident report, damage over $1000, or FTA drug testing, the Contractor shall notify the King County Metro Contract Administrator, or designee. These are considered major accidents. A designated accident investigation contract staff person shall respond immediately in person to all major accidents and follow the procedures established by the contractor and approved by the County. Information on all accidents, including minor accidents (those accidents when there is no State of Washington report or FTA drug testing) must be reported in writing to the County within 24 hours. The County shall determine the content of these reports and the manner in which these reports will be filed. ADA Paratransit Eligibility The ADA Paratransit Program is for King County Metro customers, age six (6) and older, when they are unable because of a disability to independently use Accessible fixed route bus service. ADA Paratransit eligibility is determined by King County Metro based on a completed application, verification from the person’s health professional and may include an in-person evaluation. There are two categories of eligibility: Full Eligibility and Conditional Eligibility. Fully eligible registrants have been determined, because of their disability, to be unable to ride the regular fixed route service for any trips unless accompanied by another person to provide assistance. Conditionally eligible registrants have been determined to be able to take the fixed route bus except when there are specific barriers or conditions that because of their disability prevents them from using the fixed route bus. ADA Paratransit eligibility also gives the customer Regional Eligibility for those counties in Western Washington which are part of Regional Coordination. In addition, this eligibility allows the customer to use any ADA paratransit program in the United States for 21 days of service. Address Location Quickly locating the correct address of the pick-up and drop-off of each trip can significantly increase the reliability and cost effectiveness of Access Transportation. The ability to do this is the joint responsibility of the customer and Access Transportation staff. Customers must have their home number clearly visible from the street, including after dark. Specific identifiable entrance locations are needed at the time a trip reservation is made for customers who are being picked-up or dropped off at a location which has several entrances or buildings. Access Transportation may also specify pick-up and drop-off locations for frequently requested destinations such as shopping centers and medical centers. Adverse Conditions Regular Access Transportation service operations will be suspended by King County Metro in any area where road conditions make travel hazardous due to snow, wind, flooding, earthquake or some other adverse conditions. Service suspension announcements will be made on the calltaking centers’ phone systems and press releases will be issued to local radio and TV stations. During periods of suspension of regular service, Access Transportation vehicles may be available for emergency service including life sustaining medical appointments, trips to pick up prescriptions, groceries and food bank items. Access Transportation vehicles will also provide back-up for King County Metro’s fixed route bus service. In addition, Access Transportation will make reasonable efforts during periods of suspension of regular service to provide life-sustaining service to customers who notify their calltaking center that they need to proceed with their ride. Access Transportation will make the final determination whether the trip can be safely provided. Agency Eligibility Agencies may enter into an Agency Agreement with King County Metro which allows them to purchase trips for their clients on Access Transportation. Appeal of Suspension for No-Shows Customers who have had a review of a notice of Suspension for Rider No-Shows and the review upheld the suspension, may file an appeal with King County. An appeal request must be received by Accessible Services within 60 calendar days of the receipt of the suspension review decision. Customers who have filed an appeal can continue to request and receive trips while the appeal is being processed. King County Metro Access Transportation Policies 2011 Page 2 of 22 King County must schedule an appeal meeting within 10 calendar days of the filing of the appeal. Customers shall choose whether the appeal is conducted in person, in writing, or by phone. Customers may present information and arguments supporting an appeal to a person who was not involved in the initial decision to suspend service. Others may accompany or speak on behalf of the customer. The customer may also have Access to pertinent records and personnel. Within 10 calendar days from the date of the appeal meeting, the customer will receive a written appeal decision and the reasons for it. If the suspension is upheld, the notification will include the dates of service suspension. No suspension will begin earlier than 14 calendar days from the date of the notification. This is the final administrative step in the suspension of service process. Cancellation of Subscription Service Customers shall cancel their subscription trip as soon as they are aware that they will not need the trip for a single trip or for an extended period of time. Cancellations must be received by 5 PM on the day prior to service. See Cancellations. If a rider repeatedly cancels (or No Shows) 50%, or more of their trips in a 30-day period, subscription service will be removed. Riders may then request the same trips as demand service. Subscription service may be put on hold for up to 30 days. If the rider does not resume subscription service within the 30 days, it will be removed and must be rescheduled through the subscription trip process. Access Transportation reserves the right to deny or approve requests for re- application of subscription service. Cancellations All requests to cancel a scheduled trip must be received at the Call Center by 5:00 p.m. the day before the scheduled trip. Any request to cancel received after 5:00 p.m. will be recorded as a No Show. See No Show Policy. Carry-ons Customer convenience and safety determine what items can be transported by Access Transportation. Drivers can lift and carry up to four items, each weighing less than ten pounds. Items that cannot be held on a customer’s lap must be approved prior to bringing on board the vehicle. King County Metro Access Transportation Policies 2011 Page 3 of 22 Items that pose a potential safety hazard will not be transported on Access. These items include but are not limited to any item weighing over 40 pounds, any item that cannot be safely secured on the vehicle including more than four shopping bags or two pieces of luggage per rider, uncovered glass or sharp objects, gasoline and other inflammables except medically prescribed oxygen tanks. Customers using oxygen tanks must notify Access before bringing on an Access vehicle. The driver is solely responsible for storing any items brought on board the vehicle. Child Safety Restraint System All infants and children under four years of age riding as companions are required to travel in an approved child seat. Customers must request space for the child seat when the trip is scheduled. Customers must provide their own child seat. As of January 1, 2002 Access Transportation will no longer provide the child safety restraint system. The driver will secure the child seat into the vehicle after the customer secures the child in the seat. Customers bringing their own child seats may be refused service if drivers feel the child seat is unsafe or it cannot be safely secured in the vehicle. Children Children aged five and under must be accompanied by a responsible, fare- paying person. Such children may ride for free. Per section 5.18 King County Metro Customer Relations policy, up to four children may ride with each responsible person based on space availability. Code of Conduct Access Transportation is part of King County Department of Metropolitan Services. The “Transit Code of Conduct: Activities and Conduct on Transit Property” applies to service provided by Access Transportation. Companions Customers with ADA Paratransit Eligibility may reserve space for one companion when they make a trip request. This is in addition to a Personal Care Attendant. Customers may call the day before the trip to see if there is space available on the vehicle for additional companions. Seat space for all companions must be scheduled by the calltaking center. King County Metro Access Transportation Policies 2011 Page 4 of 22 Companions must be picked up and dropped off at the same times and locations as the customer. Companions can be any person including infants and children under age six. Conditional Eligibility During the ADA Paratransit Eligibility process, King County Metro will certify conditions under which a disability prevents a conditionally eligible customer from using Metro’s regular fixed route bus service. The following conditions may be certified. Conditions that occur while getting to and from or boarding a regular fixed route bus Seasonal conditions prevent a customer from getting to and from a bus stop. These conditions are caused by the change in seasons and can fluctuate day to day. Conditions include: Extreme Heat Extreme heat conditions shall apply when the daytime high is greater than 85 degrees F. Between July 1 and August 31, when higher temperatures are most likely, Demand Response Trips may be booked up to the full advanced reservation period. Between September 1 and June 30, trips may be booked the day before if next day’s daytime high forecast for King County is greater than 85 degrees F.
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