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AG 2015 12 14
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AG 2015 12 14
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12/15/2015 4:02:00 PM
Creation date
11/27/2017 10:40:27 AM
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Meeting Minutes
Doc Type
Agenda
Meeting Minutes - Date
12/14/2015
Board
Board of Commissioners
Meeting Type
Regular
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Coborrus County Transit System <br />Finol Report - September 2015 <br />view of the National Council on Disability, it is advisable to identify and focus on the real <br />abusers and establish a policy that is customer - friendly and respectful of the average rider." <br />Recommended no -show administrative procedures include these steps: <br />1. Keep riders apprised of recorded no- shows. Riders may be unaware of no -shows on <br />their record, particularly if the "no- shows" were actually system errors. Notifying <br />riders via door hangers or brief, respectful letters or postcards after each no -show is <br />a good practice. Immediate notification provides riders with an opportunity to <br />effectively respond if the no -show was beyond their control. It may be difficult for <br />riders to recall the specific circumstances if they are not notified for weeks or <br />months, or until several no -shows accumulate. Notifications should inform riders <br />how to indicate if the no -shows were beyond their control. <br />2. Periodically identify and list riders with the most no- shows. Check the trip record <br />for these riders to ensure that the number of no -shows for each one is a significant <br />percentage of their total trips taken. <br />3. If a rider's record forms a pattern that could result in a no -show suspension, review <br />each no -show to verify that it was not caused by a coding or other transit agency <br />error. Do not depend solely on a list generated by paratransit software. The review <br />could involve checking the trip information and associated notes to ensure the <br />vehicle arrived within the on -time window, that the driver waited the correct <br />amount of time, that the vehicle was at the correct location, and that other policies <br />and procedures were being followed (for example, that the dispatcher attempted to <br />call the rider). <br />4. If the review verifies enough no -shows to constitute a pattern, notify the rider about <br />the no -shows and the suspension called for by your agency policy. Some systems <br />issue a warning for a first offense. Give the rider the opportunity to appeal any <br />proposed suspension. <br />5. If a transit agency no -show policy is new or has been recently changed, it is a good <br />practice to include a phase -in period to educate riders about the policy. During the <br />phase -in, procedures can be tested and fine- tuned; also, letters can be sent but <br />suspensions not yet imposed. <br />Transit agencies should emphasize working with riders in a positive way to reduce no- <br />shows, as well as implementing the warnings and suspensions allowed by the ADA. <br />Drivers, call takers, and dispatchers all need to be consistent in the messages about and the <br />adherence to the cancellation/no show policy. This policy can quickly deteriorate when <br />exceptions are granted. A simply stated version of the cancellation/no show policy should be <br />placed on a placard and posted on the bus. The door hangers recommended in step #1 above <br />should also be instituted. <br />Attachment number 1 \n <br />F -3 Page 133 <br />
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