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Coborrus County Transit System Finol Report — September 2015 penalty for a properly reporting a cancellation. The `same day' Cancellations Policy (updated in 2009) discusses how a client, who realize after the 1:00 PM deadline that they no longer need the trip on next day, must call two hours before the scheduled pick -up time so that the cancellation can be recorded as a "same day" cancellation. The bulk of the No- Show /Cancellation Policy deals with the consequences of repeated no- shows and the late cancellation sanctions. Transit systems often take this punitive approach to describing their No- Show /Cancellation Policy because the end result is a wasted trip that prevents the system for attaining their performance goals. Both the Cancellation and the No -Show policies are approved by the Transportation Advisory Board (TAB). Tracking no -shows and cancellations is the task of two experienced schedulers (both have been with CCTS since 2005), who spend a portion of their daily shift recording no -shows and cancellation activity. Clients who continually have same day cancellations reap the following penalties: • After a client has three `same day' cancellations within a 30 day period, the client will receive one no -show and a verbal warning. • After the sixth same day cancellation within the same 30 day period, the client will receive their second no -show and a written warning. • After the ninth same day cancellation within the same 30 day period, the client will receive their third no -show and a thirty (30) day suspension of service. Table 11 below indicates that the number of no -shows had been reduced from the prior year. The CCTS Transportation Manager attributes the reduction to stricter adherence to the existing policy. Table 11: CCTS No- Show /Denial Statistics (FY 2012 -2014) Source: FY 2012, 2013, and 2014 OPSTATS Recommendation: Marilyn Golden, Policy Analyst, Disability Rights Education & Defense Fund (DREDF) and Russell Thatcher, Senior Transportation Planner, TranSystems Corporation write extensively on No Show Policy They state, "In any service that requires reservations before the day of travel, a certain number of no -shows are to be expected. Occasional schedule conflicts and other circumstances will inevitably occur. In the 3 The authors of the FTA Topic Guide Series on ADA Transportation are Marilyn Golden, Policy Analyst, Disability Rights Education & Defense Fund (DREDF) and Russell Thatcher, Senior Transportation Planner, TranSystems Corporation. Attachment number 1 \n F -3 Page 132 No Shows 2,625 2,247 1,657 !-14.4% -26.3% Denials 3,200 2,600 1,800 8.8% 30.8% Source: FY 2012, 2013, and 2014 OPSTATS Recommendation: Marilyn Golden, Policy Analyst, Disability Rights Education & Defense Fund (DREDF) and Russell Thatcher, Senior Transportation Planner, TranSystems Corporation write extensively on No Show Policy They state, "In any service that requires reservations before the day of travel, a certain number of no -shows are to be expected. Occasional schedule conflicts and other circumstances will inevitably occur. In the 3 The authors of the FTA Topic Guide Series on ADA Transportation are Marilyn Golden, Policy Analyst, Disability Rights Education & Defense Fund (DREDF) and Russell Thatcher, Senior Transportation Planner, TranSystems Corporation. Attachment number 1 \n F -3 Page 132