Greensboro Transit Authority Policy and Procedures Manual 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 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. GTA Policy & Procedures Manual Policy 1.A.1 Page 1 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, make- goods 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 GTA Policy & Procedures Manual Policy 1.A.1 Page 2 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. GTA Policy & Procedures Manual Policy 1.A.1 Page 3 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.