DEMAND RESPONSE SERVICE (DRS) POLICY
EFFECTIVE MAY 31, 2007 POLICY STATEMENT
It is the policy of Waco Transit to provide a complementary paratransit service to those individuals determined to be ADA paratransit eligible when these individuals are unable to use the fixed route service. This document is available on the web at http://www.waco-texas.com/bus/bus.htm. This document may also be obtained in other formats by contacting the Waco Transit Scheduling Center at 750-1621 (voice) or 1-800-735-2989 (TDD).
GENERAL INFORMATION
Information on Waco Transit's Demand Response Service (DRS) will be provided in the following areas:
- I. Description of Waco Transit's Demand Response Service
- II. Certification Process
- III. How to Schedule a Trip
- IV. Waco Transit's Demand Response Service Fares
- V. Failure to Meet the Demand Response Service Van and Cancellation Procedures
- VI. Miscellaneous
For additional information, please call 750-1621 (voice) or 1-800-735-2989 (TDD).
I. Description of Waco Transit's Demand Response Service
The Waco Transit's Demand Response Service offers door to door transportation anywhere within the coverage area (see map) for customers who are unable to embark or disembark from the Fixed Route System due to a disability. Transportation service is provided by ADA accessible high-floor vans. All operators are trained to provide minimal assistance. Operators are not trained to provide medical assistance.
Minimal assistance includes:
- The operator will come to the curb of a residence or pick up location.
- The operator will attempt to notify passengers of arrival by sounding horn or ringing doorbell.
- The operator will assist passengers in boarding and exiting the van.
- The operator will deliver the passenger to the curb of his/her destination.
Minimal assistance DOES NOT include:
- Assistance getting in or out of wheelchair.
- Assistance in getting ready for the trip.
- Administering medication or oxygen.
- Assisting passengers in wheelchairs up or down stairs.
- Assisting passengers up and/or down ramps at residence or destination.
- Assistance in carrying personal belongings or purchases.
PLEASE NOTE THAT WACO TRANSIT'S POLICY DOES NOT ALLOW AN OPERATOR TO LOSE VISUAL CONTACT WITH THE WACO TRANSIT DEMAND RESPONSE VEHICLE AT ANY TIME, FOR ANY REASON.
Service Hours
Waco Transit's Demand Response Service hours (excluding holidays) are:
Weekdays- 5:15 a.m. - 7:15 p.m.
Saturdays- 6:15 a.m. - 8:15 p.m.
Service is provided Monday through Saturday throughout the year, except for the following observed holidays.
- New Year's Day
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving
- Christmas
You may schedule your trip by calling the scheduling center 24 hours in advance at (254) 750-1621 or 1-800-875-RIDE (7433). Currently there is no Sunday service.
Service Parameters
Service is only provided inside the service area as defined by the requirements of the Americans with Disabilities Act (ADA). The area is defined as an area within 3/4 of a mile on either side of a fixed route service, or up to an additional 3/4 mile to the nearest landmark (see map).
II. Certification Process
Certification of Eligibility
Waco Transit utilizes the certification criteria as established in the ADA, as listed below:
- Any individual with a disability who is unable to independently board, ride, or disembark from any vehicle on the fixed route system that is accessible to such persons.
- Any individual with a disability who is able to independently board, ride, or disembark from any vehicle on the fixed route system which is accessible to such persons, except when such a vehicle is not available on the needed route(s).
- Any individual with a disability whose impairment-related condition prevents him/her from traveling to a boarding location or from a disembarking location on the fixed route.
The application must be legible and properly completed. Also, the applicant must sign that the information given is correct and sign the release of information form which is included in the application. A health care provider familiar with applicant's condition must complete the attached physician form.
After the completed application is received, a Waco Transit staff member will notify the applicant of the findings.
Determination of Eligibility
Waco Transit will determine eligibility status of a passenger based on the information provided during the eligibility process. A person may be determined to be ADA-eligible, temporarily ADA-eligible, or conditionally ADA-eligible on certain trips. Following the determination by Waco Transit, the applicant will be notified of the findings. If the applicant disagrees with the findings, he/she may make a written request for an appeal of the decision. The appeal procedures will be sent to the applicant along with the determination of eligibility.
Renewal of Certification Process
Waco Transit will renew certification of all ADA-eligible passengers every two (2) years.
III. How to Schedule a Trip Requests
- The Demand Response Service is a shared ride, public transportation
service. Requests for service can be made during normal business
hours on the preceding day that service is needed, but additional
notice is appreciated. Trips can be scheduled up to 14 days in
advance. Reservations may be made between the hours of 8:00 a.m.
and 5:00 p.m. seven days a week. Calls on Sundays will be received
by an answering system and you will be called to confirm your
trip request as soon as possible. Waco Transit does not offer
services outside the coverage area (see map).
- Same day call-ins, including unscheduled requests or will calls for return trips, will be accepted according to service availability. Same day requests, when scheduled, will be subject to a premium fare of $4.00. Pick up times must be scheduled in advance.
When scheduling your trip, please have the following information ready:
- Your name.
- An exact address where you are starting your trip.
- Exact address and location to where you are going.
- Time you are due at your destination.
- The time you'll need a return trip, if applicable.
- Type of assistance device, such as wheelchair, cane etc.
- If a personal care attendant will accompany you.
- If a service animal will accompany you.
Following our guidelines will make your trip trouble free.
Subscription Service
A Subscription trip is an ongoing, regular scheduled reservation (for example, to work, dialysis, physical therapy, church, etc.). It is useful to schedule a subscription trip if you go to the same place one or more days each week. Subscription trips allow you to schedule all of your trips with one phone call. Subscription trips may be requested once your eligibility has been approved. Please call our scheduling center during normal business hours to request a subscription trip. Subscription service is on a space available basis.
Same Day Request
A request for a trip on the day that you wish to travel will be accommodated on a space/time available basis. For best results, call the scheduling center at least 2 hours before you need a ride. There are very limited openings for rides scheduled on the same day of service.
- Waco Transit cannot guarantee the availability of same-day service.
- When same-day trips are scheduled, they will be subject to a premium fare of $4.00.
- Any request for Waco Transit to return to pick-up a passenger following a no-show for a regularly schedule trip shall be classified as a same-day trip with a charge of $4.00.
- The Waco Transit scheduler or dispatcher may not be able to provide a specific pick-up time to the caller at the time a same-day trip request is made. Passengers requesting same day service may be asked to call back to confirm trip availability. If space is available, the scheduler/dispatcher will confirm the availability of space on the vehicle and provide an approximate pick up time. If Waco Transit is unable to provide the trip, the same-day request will be denied.
- If Waco Transit is unable to do the trip, the client may call back at a later time to make a second request for a same-day pick up.
- For same-day trips, the Waco Transit DRS vehicle may arrive for pick-up thirty minutes (30) before or after the scheduled pick up time and will be considered on time. The van will wait five (5) minutes before departing and the passenger will be charged with a no show.
- Passengers who no-show for same-day trips will be charged a same-day no-show fee of $8.00 which must be paid when the next DRS service trip is taken. If the no-show fee is not paid on the first scheduled trip following the no-show, only medically necessary trips may be scheduled until the no-show fee is paid.
Pick-Up and Drop Off
You will receive an approximate time for your pick up. This time is only an approximation. The driver may arrive up to fifteen (15) minutes before or after this time, and be considered on time for your trip. Please be ready to go and be waiting in a place where you can hear or see the vehicle arrive. Drivers are not allowed to go into residence or other facilities to look for passengers. To avoid delaying other passengers, drivers can only wait five (5) minutes before proceeding on their route. Please have your DRS picture ID and fare available to show the driver when you are picked up.
The DRS van requires an obstruction-free approach and sufficient turn-around area for its vehicles. Under some conditions, our policy of door-to-door service will not be available to passengers. Alternate pick-up and drop-off locations may be established because of obstructed driveways, turnarounds, or other safety concerns.
IV. Waco Transit's DRS Fares
Price
The Transit Advisory Board (TAB) establishes the fare for the Demand Response Service. You must pay your fare by cash or a ticket. Clients may purchase ADA Booklets, which are available for sale at our local office, located at 301 South 8th St. or from our DRS operators. The current fares are as follow:
- $2.00 per one way trip or one DRS ticket
- 4.00 per same day trips
- $4.00 per round trip or two DRS tickets.
- $20.00 per booklet of DRS Tickets (each booklet contains 10 tickets)
All fares must be paid at the beginning of each trip. Passengers must pay the fare in exact change. The operator will not accept checks unless the check is for payment of a $20.00 booklet. Operators will not make change.
Personal Care Attendant and Guest's
A personal care attendant (PCA) is someone who travels with you to provide any assistance you may need. Your PCA rides for free and must board and de-board at the same location as you. Your PCA may also meet you at both ends of your trip. A client can invite one guest to travel with him or her, and other guest will be permitted on a space available basis.
Please inform the customer service representative, each time you make a reservation, that a guest will accompany you. Be sure to mention if your guest will be using a mobility aid (i.e., wheelchair, walker, or oxygen). This will ensure sufficient room on the van.
Please note that if a passenger cannot be left alone at a destination, or if the passenger must be under constant care or supervision, Waco Transit may require the passenger to travel with a PCA. Waco Transit is unable to alter or modify procedures or policies in order to provide specialized services to passengers who need services beyond the minimum assistance guidelines. Waco Transit will not be responsible for clients that cannot be left alone at their destination without care or supervision.
V. Failure to Meet the Demand Response Service Van and Cancellation Procedures
Changes, No-Shows and Cancellations
Changes in pick-up times and /or destinations must be made by 5:00 p.m. the day prior to your scheduled trip. If you need to cancel your scheduled trip, be sure to call (254) 750-1621 or (254) 750-1613 at least two hours prior to your trip. Failure to take a scheduled trip or cancel that trip at least two (2) hours in advanced will result in a "No-Show." A pattern of successive no-shows may result in service suspension. No-show suspension guidelines are as follows.
Each passenger must pay a no-show sanction fee of $8.00 or will receive a suspension of scheduling privileges for seven (7) days of service. If the no-show fee is not paid on the first scheduled trip following the no-show, no further trips may be scheduled until the no-show fee is paid or the seven (7) day suspension has been met. Suspensions will not apply to any medically necessary trip.
- Unpaid no-show sanction fee - 7 Day Suspension
- 6 No-Shows within 60 days - 15 Days Suspension
- 15 No-Shows within 6 months - 30 Days Suspension
- In the event a client is unable to meet the two hour cancellation time, they may pay the $2.00 fare or provide an ADA ticket to the operator at the time of their scheduled pick up to avoid receiving a no-show penalty.
Waco Transit reserves the right to suspend clients for longer periods or permanently for patterns of excessive no-shows beyond established guidelines.
- Before sanction may be imposed, the individual has the option to appeal the sanction(s). The Waco Transit General Manager (GM) or Assistant General Manager (AGM) will first hear appeals. If the GM or AGM upholds the sanction, the individual may request a hearing before the Waco Transit Advisory Board (TAB).
- Once an individual request an appeal, the TAB will hear all current violations. For example, if an individual appeals sanctions May 2 and the board does not meet until May 17, and this individual has three (3) additional no-shows during the interim, all violations will be heard during the same meeting.
- Before service may be suspended, the individual will have the opportunity to be heard and to present information justifying the no-shows.
- Waco Transit DRS service will not be suspended while the TAB is considering an appeal.
- Waco Transit will notify the individual, in writing, of the General Manager or board's ruling on all appeals. This notification will outline the ruling and reasons for it.
- Once the individual has been informed of the Board's ruling sanctions will either be dismissed or imposed on the next day of service.
- Waco Transit requires that all appeals must be made within 30 days of notification of sanction.
- All decisions made by TAB are considered final.
Cancellation
A trip cancelled from two (2) hours up until the schedule time will be recorded as a no-show. An individual is allowed one (1) no-show per calendar month without penalty although it will still be recorded. A trip cancelled two (2) hours or more before the scheduled time will be recorded as an advance cancellation, and will not be penalized.
VI. Miscellaneous
Pets and Service Animals
Service animals are welcome to ride the DRS van. Please tell us that a service animal will accompany you when you request your ride, because of the size of the van, other animals are not allowed. Passengers using a service animal or bringing a pet onboard are responsible for the animal and may be held liable for the behavior and actions of the animal. Pets and service animals regardless of training or certification may be denied transportation if the animal is out of control and you do not take effective action to control it or whose behavior poses a direct threat to the health or safety of others.
Carry on Items
Operators can only assist you with the amount of packages that can be easily loaded onto a vehicle in one trip and be comfortably stowed/held in the client's lap. For those in wheelchairs or motorized scooters the same basic rules apply; load in one trip and maintain all items within the wheelchair or motorized device. Large unsecured packages, such as grocery bags may create a hazard both for passengers and operator. Please understand that carry-on packages are still allowed onboard the DRS vehicles but it is important that reasonable limits be placed on their size and quantity.
Lost and Found
Articles left on vehicles can be claimed by calling Waco Transit at (254-750-1613) or by visiting our office at 301 South 8th st. Monday thru Saturday 7:00 a.m. until 6:00 p.m. Inquiries about lost items should be made the day after the item was lost. Please call before picking up items.
Inclement Weather
Service will be limited and possibly canceled when adverse weather creates conditions hazardous for passengers, operators and vehicles. You will be contacted by the Waco Transit Scheduling Center when service is cancelled due to severe snow, ice, or other inclement weather.
Seat belts and Wheelchair straps
Waco Transit utilizes straps to secure wheelchairs, scooters, or other mobility aids. The vehicles are designed to utilize four (4) straps: two in the front and two in the back. All four straps must be secured to the mobility device prior to moving the vans. Waco Transit provides seatbelts for all passengers. Waco Transit's policy requires that all passengers utilize them for their own safety as well as the safety of other passengers.
Your Comments are Welcome
Waco Transit values your comments, complaints and suggestions. You can mail your suggestions to Waco Transit at 301 South 8th St. Waco TX. 76708, or call our comment line at (254) 750-TIPS (8477).
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