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