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AG 2015 12 14
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AG 2015 12 14
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Last modified
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 />Denials <br />Final Report - September 2015 <br />The most recent CCTS Policy and Procedure manual section on `denials' is actually a list of <br />reasons for not providing a trip to a specific passenger. <br />CCTS refusing to carry a specific passenger outnumbered no -shows in each of the past <br />three years. Service was "denied" 1,800 times in 2014 based on one of the following <br />circumstances: <br />• The person was not a Cabarrus County resident <br />• The client appeared to be intoxicated, or under the influence of any illegal <br />substances when the operator arrives for pickup <br />• The client was verbally or physically abusive <br />• The client was a resident of a long -term care facility <br />• The client was under suspension (i.e., "No Show" three times in 30 days) <br />• The client and their assistance device weighed more than the safe operating limit of <br />the lift. The maximum weight limit of the lifts is 600 lbs. <br />• The client was in a scooter and refused to transfer into a seat for transportation. <br />According to TCRP Report 124, Guidebook for Measuring, Assessing, and Improving <br />Performance of Demand Response Transportation, the definition of trip denial is the <br />inability to service a requested trip for the time requested, typically because capacity is not <br />available. However if the system provides ADA complimentary service, a trip that cannot <br />be provided within the one hour before and after "negotiation" window must be recorded as <br />a denial. As a part of the "negotiations" a dispatcher can offer an alternative time. If the <br />rider does not accept the alternative time, the trip may be recorded as a refusal and not a <br />denial. Data collection of trip denial is recorded during the trip reservation process. <br />If a system has no denials then there is no limit to the number of subscription trips the <br />system may provide. If denials have been recorded then the system is limited to no more <br />than 50% of the trips being subscription. <br />The direct impact of the misuse of the `denial" nomenclature by CCTS could have an impact <br />on the percentage of subscription trips that can be provided. <br />Recommendation: The final agreed -upon time should appear on the driver's manifest. <br />Several FTA ADA compliance reviews made this finding, stating that transit agencies <br />should ensure that whatever time the customer understands as the negotiated, agreed - <br />upon time needs to appear on the driver's manifest, not some other time that may be the <br />result of computer or staff changes. The use of the terms denial and refusal needs to be <br />clarified in the Policy and Procedures manual. <br />A thorough review of the recorded `denials' (1,800 recorded denials in 2014) needs to be <br />undertaken, to see what additional data could be collected to better understand the large <br />number of denials that have to be issued. <br />Attachment number 1 \n <br />F -3 Page 134 <br />
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