Metro access policy_recommendations

Texas Citizen FundBuilding Partnerships that Connect People to Their Community

Capital MetroAccessPolicy Outreach

September 2010


AGENDAIntroductions

Outline of Meeting Process

Presentation 30 minutes

Break-Out Rooms 90 minutes– Open Returns 30 minutes– Service Level– Service Area– Call Center Hours– Eligibility 30 Minutes– Taxi Program 30 Minutes

Express Lane 90 minutes

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• Ask Navigators if you need assistance

• Please hold your questions until the break-out sessions

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Let’s Have a Productive Meeting


August 2008: Metro Mobility Working Group (MMWG) created

August 2008–Present: MMWG meets

July 21–23, 2010: MMWG Dispute Resolution held

July 2010: Four Community Meetings held

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Context


• Service Level

• Open Returns

• MetroAccess Eligibility and Appeals Processes

• Taxi Vouchers

• Service Area

• Call Center Days/Hours

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Policy


MetroAccess will provide three service levels as identified through the eligibility process:

• Curb-to-curb

• Door-to-door

• Door-through-door (non-residential locations only)Customers may request a higher level of service at the time of reservation or drop-off.

Staff Recommendation Responds to:Metro Mobility Working Group (MMWG): Consensus Community Feedback: Keep door-through-door option

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Service LevelStaff Recommendation:


Trip purposes limited to medical trips (passenger and service animals), jury duty and return from travel

Estimated return time required when scheduling tripIf a no-show is assessed to the customer as a consequence of a delay beyond his/her control, MetroAccess will remove the no-show upon notification

Staff Recommendation Responds to:MMWG: Consensus Community Feedback: Maintain Open Return Services for medical trips,

jury duty and travel return

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Open Return PolicyStaff Recommendation:


New Customers


Individual application and medical verificationRequired individual interview and orientation by staff

• Staff Caucus: Required Interview and Orientation

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Eligibility and Appeals Processes:New Customers: Eligibility for MetroAccess Service

Staff Recommendation:


Current Customers


All existing customers must go through the new eligibility process• Staff Caucus: Interview/Orientation Required. Assessment as needed

• Community Caucus: Interview/Orientation Not Required. Assessment Not Required

Unconditional eligibility — Customers will only be required to update personal information

Conditional eligibility — Customers must go through the eligibility process

Customers with conditional eligibility may request an eligibility review at any time

Staff Recommendation Responds to:MMWG: Consensus: Unconditionally eligible customers will not go through the full

eligibility process to recertify, but all conditionally eligible customers will. Conditional Customers can request reconsideration at any time.

Community Feedback : Less restrictive process for unconditionally eligiblecustomers to recertify.

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Eligibility and Appeals Processes:Current Customers: Recertification for MetroAccess Service

Staff Recommendation:


New and Current Customers


• Appeals Board: Access member, Board appointee, ADA Coordinator and Access Observer (non-voting)

• Customer may appeal up to 60 days after the determination letter

• MetroAccess will provide a decision within 30 days in the accessible format the customer prefers. Notification will include the address, website and toll-free number of the Federal Transit Administration

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Eligibility Appeals Process New and Current Customers


Screened In

Step #1

Step #2

Step #3

Application with professional verification

Screened In MetroAccess

NOT ELIGIBLE FOR METROACCESS APPEALS PROCESS

MetroAccess

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MetroAccess Eligibility Decision Tree

In-person interview & orientation by staff

Functionalassessment


Staff Recommendation:Subscription Vouchers (no consensus reached):

MetroAccess will move subscription voucher customers to MetroAccessvehicles as space becomes availableVouchers on Request (no consensus reached):

Eliminate Voucher on Request Program due to possible discriminatory practice and concern over wheelchair capacity limitationsOverflow Vouchers:Taxi vouchers will be used when MetroAccess vehicle capacity has been reached. These extra trips are referred to as “overflow” trips

Staff Recommendation Responds to:MMWG: No consensus reachedCommunity Feedback: Equity concerns for non-ambulatory customers

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Taxi Vouchers


3/4 Mile Service AreaMetroAccess will work with customers outside of the MetroAccessservice area on an individual basis to help meet their transportation needs for the first 90 days. On an individual basis, MetroAccess services may be extend up to 12 months.

Staff Recommendation Responds to: MMWG: Item not included in settlement agreement. Community Feedback: Flexibility for customers losing service; Work with each customer to identify transportation options

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MetroAccess Service AreaStaff Recommendation:


Call center hours:7am – 5pm Weekdays8am – 5pm Weekends

3 days advance reservations through the Call CenterAllow 6 days advance reservations through interactive voice response (IVR) and internet

Staff Recommendation responds to:MMWG: Prior ConsensusCommunity Feedback: Extend hours for customers with full time jobs & provide incentives for people using IVR or website to schedule trips

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Call Center OperationsStaff Recommendation:


September: Community outreach on recommendations

Board public hearing

Summary report of community outreach

Board adoption of MetroAccess policy changes

October: Draft MetroAccess ADA Plan update

Board directs staff to take ADA Plan update to public

November: ADA Plan public hearing

Board adoption of ADA Plan

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Next Steps

Documents

Metro access policy_recommendations