Table of Contents I. DEVELOPMENT PLAN .................................................................................................................................................. 9 A. INTRODUCTION TO THE SERVICE AREA .......................................................................................................................................... 9 1. Background of the Transportation Disadvantaged Program ........................................................................................ 9 2. Community Transportation Coordinator Designation Date / History .......................................................................... 10 3. Organization Chart ....................................................................................................................................................... 11 4. Consistency Review of Other Plans ............................................................................................................................... 14 5. Public Participation ...................................................................................................................................................... 14 6. Local Coordinating Board Certification ........................................................................................................................ 16 B. SERVICE AREA PROFILE/DEMOGRAPHICS ..................................................................................................................................... 18 1. Service Area Description .............................................................................................................................................. 18 2. Demographics .............................................................................................................................................................. 19 a) Land Use .................................................................................................................................................................................. 19 b) Population / Composition ........................................................................................................................................................ 19 c) Employment ............................................................................................................................................................................. 28 d) Major Trip Generators / Attractors ......................................................................................................................................... 29 e) Inventory of Available Transportation Services ....................................................................................................................... 30 C. SERVICE ANALYSIS .................................................................................................................................................................. 33 1. Forecast of Transportation Disadvantaged Population .............................................................................................. 33 2. Needs Assessment ........................................................................................................................................................ 39 3. Barriers to Coordination ............................................................................................................................................... 46 D. GOALS, OBJECTIVES AND STRATEGIES ......................................................................................................................................... 49 E. IMPLEMENTATION SCHEDULE .................................................................................................................................................... 66 II. SERVICE PLAN ........................................................................................................................................................... 74 A. OPERATIONS ......................................................................................................................................................................... 74 1. Types of Service, Hours of Operation and Days of Service .......................................................................................... 74 2. Types of Service Offered .............................................................................................................................................. 75 3. Accessing Service ......................................................................................................................................................... 76 How to Request Service ........................................................................................................................................................... 76 How to Cancel a Trip ................................................................................................................................................................ 78 Procedures for dispatching back‐up service or after‐hour service .......................................................................................... 80 Eligibility ................................................................................................................................................................................... 80 Trip Prioritization ..................................................................................................................................................................... 88 Temporary Eligibility ................................................................................................................................................................ 89 Transportation Disadvantaged Out —of—County Trips .......................................................................................................... 89 Escorts and Attendants ............................................................................................................................................................ 91 5311 Non‐Prioritization Plan .................................................................................................................................................... 91 3. Transportation Providers and Coordination Contractors ............................................................................................ 92 4. Public Transit Utilization .............................................................................................................................................. 93 5. School Bus Utilization .................................................................................................................................................. 95 6. Vehicle Inventory ......................................................................................................................................................... 95 7. System Safety Program Plan Certification ................................................................................................................... 95 8. Inter‐County Services ................................................................................................................................................... 96 9. Emergency Preparedness and Response ..................................................................................................................... 97 10. Educational Efforts/Marketing .................................................................................................................................... 98 Page 3 11. Acceptable Alternatives ............................................................................................................................................. 98 12. Service Standards and Policies .................................................................................................................................. 99 13. Additional Standards and Service Policies ............................................................................................................... 105 14. Local Complaint and Grievances Procedure / Process ............................................................................................. 124 15. Guidelines for Denial of Service ............................................................................................................................... 130 16. CTC Monitoring Procedures of Operators and Coordination Contractors ............................................................... 133 17. Coordination Contract Evaluation Criteria .............................................................................................................. 134 B. COST / REVENUE ALLOCATION AND RATE STRUCTURE JUSTIFICATION ........................................................................................... 136 III. QUALITY ASSURANCE ............................................................................................................................................. 141 Page 4 Table of Figures Figure A ‐ Duval County’s Coordinated Transportation Program ............................................................................................ 12 Figure B ‐ JTA Connexion ‐ Organizational Chart ..................................................................................................................... 17 Figure C ‐ Membership Certification ........................................................................................................................................