Paratransit SAFETY WORKSHOP Hosted by FDOTarchive.browardmpo.org/system/agenda/LCB_Agenda... · Committee for LCB By-laws Review, LCB Grievance Procedures, and Community Transportation

AGENDA Broward Metropolitan Planning Organization

Transportation Disadvantaged Local Coordinating Board (LCB) Meeting

Monday, June 30, 2014, 2:00 p.m. 100 West Cypress Creek Road, Suite 850

Fort Lauderdale, FL 33309

REGULAR ITEMS

R-1 Call to Order and Pledge 2:00

*R-2 Approval of Minutes – April 28, 2014

2:05

*R-3 Approval of Agenda

2:10

*R-4 Public Comments 2:15

ACTION ITEMS

*A-1 MOTION TO APPROVE: the Community Transportation Coordinator (CTC) Evaluation A. The CTC’s Performance Evaluation B. Broward County Board of County Commissioners Continue as the CTC

2:30

*A-2 MOTION TO APPROVE the LCB Bylaws 2:40

*A-3 MOTION TO APPROVE the LCB Complaint & Grievance Procedures

2:50

*A-4 MOTION TO APPROVE revised CTC Rate Model 2:55

Paratransit SAFETY WORKSHOP Hosted by FDOT

ADMINISTRATIVE ITEMS

AD-1 Commission for Transportation Disadvantaged (CTD) Ombudsman/Helpline Reports- March and April

AD-2 Monthly Operator Service Reports- April and May

AD-3 Monthly LCB Operating Reports- April

AD-4 CTD Business Meeting – May 14, 2014

NEXT MEETING: September 22, 2014 *MOTION TO ADJOURN __________________ * Motion Requested

For complaints, questions or concerns about civil rights or nondiscrimination; or for special requests under the

American with Disabilities Act, please contact: Christopher Ryan, Public Information Officer/Title VI

Coordinator at (954) 876-0036 or [email protected]

Public participation is solicited without regard to race, color, national origin, age, sex, religion, disability or family

status. Persons who require special accommodations under the Americans with Disabilities Act or persons who

require translation services (free of charge) should contact Christopher Ryan at 954-876-0036 or

[email protected] at least seven days prior to the meeting. If hearing impaired, telephone 1-800-273-7545

(TDD).

mailto:[email protected]


MINUTES LOCAL COORDINATING BOARD FOR THE TRANSPORTATION DISADVANTAGED

Monday, April 28, 2014 100 West Cypress Creek Road, Suite 850

Fort Lauderdale, FL 33309 Members and Alternates Present Vice Chair Edith Lederberg, representing Department of Elder Affairs Carolyn Brownlee-Fuller, representing Public Education Karen Caputo, representing For Profit Transportation Pamela Carre, representing the Economically Disadvantaged Judith Elfont, Alternate, representing Local Medical Community Diandre Hernandez, Alternate, representing For Profit Transportation Deborah Hill, representing Local Medical Community Stacey Hyatt, representing Children at Risk Harry Kember, representing Persons with Disabilities Lisa Maack, Alternate, representing Florida Department of Transportation, Dist. 4 Melanie Magill, representing Local Workforce Development Board Emilio Maicas, representing Florida Department of Children and Families Lynn Popejoy, representing FDOE / Vocational Rehabilitation Karen Porter, representing Agency for Health Care Administration, Area 10 Medicaid Sharon Ross, representing Veterans’ Concerns Debbie Ryan, Alternate, representing Citizen Advocate / System User Tom Ryan, representing Citizen Advocate / System User Vera Sharitt, Alternate, representing Citizen Advocate Robert J. Siedlecki, representing Persons Over 60 Diane Smith, representing Citizen Advocate Jayne Pietrowski, Florida Department of Transportation, Dist. 4 Members and Alternates Absent Chair Joy Cooper, Mayor of Hallandale Beach Robert Bereolos, Alternate, representing Persons with Disabilities Maria Chiari, Alternate, representing Florida Department of Children and Families Sandy De Los Rios, Alternate, representing For Profit Transportation Eva-Lyn Facey, Alternate, representing FDOE / Vocational Rehabilitation Christine Jenkins, Alternate, representing Public Education Aldington Murray, Alternate, representing Children at Risk Marissa Rivera, Alternate, representing Local Workforce Development Board Chad Roman, Alternate, representing Florida Department of Transportation, Dist. 4 Shirley Snipes, Alternate, representing Department of Elder Affairs Annette Wellington-Hall, Alternate, representing the Economically Disadvantaged Teresa Yoder-Trau, Alternate, representing Agency for Health Care Administration, Area 10 Medicaid Also Present

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Agenda Item R-2

Local Coordinating Board for the Transportation Disadvantaged April 28, 2014 Page 2 Priscila Clawges, Transportation Disadvantaged Program Manager, Broward MPO Staff Paul Flavien, Broward MPO Staff Ricardo Gutierrez, Broward MPO Staff Chris Ryan, Broward MPO Staff Buffy Sanders III, Broward MPO Staff Kathy Singer, Broward MPO Staff Fred Taylor, Broward MPO Staff Tim Garling, Broward County Transit (BCT) Division Director Paul Strobis, Broward County Transit (BCT) Paratransit Director Steve Ullman, Broward County Transit (BCT) Community Transit Officer Linda Merrill, Broward County Aviation Department Karen Diaz, NW Focal Point Clifford Buckley, Lucanus Paula Welch, Medex Transport Edgar Martinez, Access to Care (via telephone) Todd A. Brauer, The Whitehouse Group Eric Chisem, Assistant Director of Transportation, Broward County Schools Carlos Escar, Inktel Lafrieda Reedman, Transportation Nancy Weizman, representing Florida Department of Transportation, Dist. 4 J. Opperlee, Recording Secretary, Prototype, Inc. (A copy of the sign-in sheet identifying those present is filed with the supplemental papers to the minutes of this meeting.) A meeting of the Local Coordinating Board for Transportation Disadvantaged Services was held at 2:00 p.m. on Monday, April 28, 2014, in Broward Metropolitan Planning Organization’s Board Room at 100 West Cypress Creek Road, Fort Lauderdale, Florida.

REGULAR ITEMS R-1 Call to Order and Pledge Vice Chair Edith Lederberg called the meeting to order at 2:00 p.m. and the Pledge of Allegiance was recited. R-2 Approval of Minutes – January 27, 2014 Motion made by Ms. Caputo, seconded by Mr. Ryan, to approve. Ms. Caputo recalled that Mr. Siedlecki will participate in the selection committee for 5310 grant applications, and requested that this item be included. In a voice vote, the motion passed unanimously [as amended].

Local Coordinating Board for the Transportation Disadvantaged April 28, 2014 Page 3 R-3 Approval of Agenda Motion made by Ms. Magill, seconded by Ms. Ross, to approve. In a voice vote, the motion passed unanimously. R-4 Public Comments Ms. Ross observed that during Fleet Week, which begins May 5, Broward County buses are free to active military service personnel. The Board wished to extend their thanks to the Mayor and County Commission for making this possible.

ACTION ITEMS A-1 MOTION TO APPROVE LCB Membership Appointments – Florida Department of Transportation, Persons Over 60, and For Profit Transportation The following new Board members and alternates were introduced:

Nancy Weizman, Primary Member representing Florida Department of Transportation, Dist. 4;

Lisa Maack, Alternate, representing Florida Department of Transportation, Dist. 4.

Mark Levitt, Alternate, representing Persons Over 60; Diandre Hernandez, Alternate, representing For Profit Transportation;

Motion made by Mr. Siedlecki, seconded by Mr. Ryan, to approve the four [new appointments]. In a voice vote, the motion passed unanimously. A-2 MOTION TO APPROVE Additional LCB Meeting on June 23, 2014 and moving the Committee meeting from June 23, 2014 to May 19, 2014 It was noted that at the request of Chair Cooper, the additional LCB meeting would be scheduled for Monday, June 30, 2014 rather than June 23. Motion made by Ms. Magill, seconded by Ms. Carre, to approve. In a voice vote, the motion passed unanimously. A-3 MOTION TO SELECT LCB Committee Members to serve on the Review Committee for LCB By-laws Review, LCB Grievance Procedures, and Community Transportation Coordinator (CTC) Evaluation Reviews It was clarified that the Review Committee will meet on May 19, 2014 from 2-4 p.m. to review the By-laws, grievance procedures, and Community Transportation Coordinator (CTC) evaluation.

Local Coordinating Board for the Transportation Disadvantaged April 28, 2014 Page 4 The following LCB members volunteered to serve on the Review Committee: Ms. Caputo, Ms. Elfont, Ms. Magill, Ms. Ross, Mr. Ryan, Mr. Siedlecki, and Ms. Weizman. ***see page 7 for the action on the item**** A-4 MOTION TO APPROVE CTC Rate Model FY 2014-2015 Paul Strobis, Paratransit Manager for Broward County Transit (BCT), presented the CTC rate model to the LCB for review. He noted that the spreadsheet includes the outline of the transit property’s operational costs, and the State assigns a preliminary grant value for each County, which must match these operating expenses. The provider must also estimate the number of trips over the next fiscal year. A reimbursement figure is then generated for the provider. Mr. Strobis added that the reimbursement rate for FY 2014-2015 will require some adjustment, as Transportation Disadvantaged (TD) ridership has decreased and trip estimates are lower than the previous year. Any rider who meets TD eligibility may use this program. Because the grant is not being exceeded, BCT does not prioritize or restrict TD trips. He recalled that backup financial information is now required of TD riders, which has contributed to a decrease in TD-eligible participants. Motion made by Mr. Siedlecki, seconded by Mr. Ryan, to approve. In a voice vote, the motion passed unanimously. Mr. Ryan commented that BCT has made great improvements in recent years, and recognized Mr. Strobis’ work toward this goal. Ms. Caputo added that miles per trip and the cost of trips have decreased since 2011, while trips per hour have increased due to greater efficiency. Ms, Caputo commented on the LCB reports and how thankful she is for the full reports and the information.

NON-ACTION ITEMS NA-1 Service Status – Tim Garling, BCT Transit Division Director Tim Garling, BCT Transit Division Director, recalled that in December 2013, County Commissioner Chip LaMarca had proposed a program in which veterans who meet income requirements receive free bus passes. Since this program was enacted on a pilot basis, approximately 150 passes have been distributed to veterans each month. An amendment has been proposed to allow qualifying veterans to receive passes under the TD program. He continued that BCT’s current contract expires on December 31, 2014. With this in mind, BCT has developed a business model that will provide a high level of service while also remaining cost-effective. Under this model, half of all system vendors will be private, while the County will provide all vehicles. This will allow for greater consistency

Local Coordinating Board for the Transportation Disadvantaged April 28, 2014 Page 5 in the quality and maintenance of vehicles. The proposed vehicles will use propane, which will also be purchased by the County. BCT also plans to create an Agency for Coordinated Transportation (ACT) program, which will allow non-profit organizations to receive funding that will pay for transportation services for individuals who use their facilities. This will establish more efficient routes to these facilities while helping to contain costs. BCT will also send a new contract out to bid for the call center prior to January 1, 2015. Mr. Garling concluded that the agency is currently working through its budget process with the County, and no service reductions or cuts are anticipated. Mr. Ryan requested more information on how private vendors will use vehicles provided by the County. Mr. Garling explained that the agreement for this use will be similar to a community bus lease program in which the vendors perform maintenance. BCT will purchase vehicles through the 5310 grant program. Ms. Caputo asked if BCT can estimate how many riders will be participating in the ADA program before for-profit vendors are asked to bid on the contract, as they will need to know how many trips will be offered. Mr. Garling replied that vendor contracts may distinguish between fixed and variable costs in order to decrease the pressure put on for-profit vendors. NA-2 Paratransit Update – Paul Strobis, BCT Paratransit Manager: Address MPO comments on vehicle inspections and TOP drivers’ background Mr. Strobis advised that Broward County will purchase 138 vehicles for the Paratransit program through FDOT’s TRIPS program. Vehicles will accommodate 10 passengers, with fixed seat capacity, space for three wheelchairs, and a “jumper seat.” All vehicles will be equipped with a wheelchair lift, video surveillance, forward-facing seats, and a securement system. Because the County will purchase fuel, the propane provider will be required to provide tanks, pumps, and a card system so fuel usage can be tracked per vehicle. Regarding background checks for TOPS drivers, Mr. Strobis advised that all Paratransit drivers are presently required to have a valid Florida driver’s license and chauffeur’s registration, which may be received through the Broward Licensing Department. One ongoing issue is that the application for a chauffeur’s license does not designate between taxis, limousines, or Paratransit vehicles. The Licensing Department conducts a five-year investigation through the Florida Department of Law Enforcement and the National Sex Offender Database. Under current law, it is not possible for a public transit agency to conduct Level 2 checks, which would include national fingerprint checks. During the next RFP solicitation, however, BCT will require each vendor to conduct background checks of their drivers

Local Coordinating Board for the Transportation Disadvantaged April 28, 2014 Page 6 every six months, and will include a list of disqualifying offenses for Paratransit drivers, many of which are listed in State Statute 435. With regard to vehicle inspections and maintenance, all vehicles must undergo annual 1490 safety and security checks, conducted by the County. Any vehicle more than five years old must go through two additional safety inspections by an ASC-certified mechanic. No vehicle with more than 350,000 miles may be on the road, and vehicles that report safety issues are not allowed back into service until the vendor shows that it has been repaired. NA-3 Member Update – Carolyn Brownlee-Fuller, Public Education Ms. Brownlee-Fuller introduced Eric Chisem, Assistant Director of Transportation for Broward County Schools. Mr. Chisem distributed a handout providing an overview of statistics and accomplishments, including recent operator training and purchase of 98 propane-fueled buses. The Transportation Department focuses on continuous improvement and effective communication. He concluded that bell times are recommended for change to 9:30 a.m.-4:30 p.m. at up to eight middle schools, which will lessen ride times for many students. NA-4 Transportation Management Services (TMS) Update – Edgar Martinez Edgar Martinez, network manager for Access to Care, participating via telephone, reported that on May 1, 2014, Medicaid services in regions 2, 3, and 4 will begin transitioning to HMOs. Each HMO has a broker that supplies transportation services for its clients; if a client changes HMOs, s/he may have a different broker. Mr. Martinez noted that the date for this transition in Broward County is July 1. Two HMOs, Sunshine and Better Health, have contracted with the County for these services thus far. NA-5 Commitment 2040 Long Range Transportation Plan (LRTP) Update – Todd A. Brauer Mr. Brauer recalled that the goal of the Long Range Transportation Plan (LRTP), known as Commitment 2040, is moving people, creating jobs, and strengthening communities. Today’s update reviewed accomplishments from earlier planning efforts to ensure that they include the transportation choices the public wishes to see in the future, as well as how this vision can be funded. Mr. Brauer noted that Commitment 2040 is the first LRTP to include meetings between MPO Staff and various advisory entities, including elected officials, to determine what these individuals would like to see. Outreach was also extended to municipalities and agencies, such as BCT, FDOT, and the School Board. Public outreach also addressed what has been accomplished through the 2035 LRTP, and included approximately 2000 surveys and 3000 total comments. The result was a list of projects and programs to help fulfill Commitment 2040’s goals.

Local Coordinating Board for the Transportation Disadvantaged April 28, 2014 Page 7 After considering both existing commitments and the expansion of the system, as well as regional and local issues and federal and state regulations, it was determined that roughly $500 million is already committed to the life of the plan. Major capital transit projects total approximately $840 million, while $842 million is committed to major capital roadway projects and $571 million to Complete Streets and other localized initiatives. Information on these projects is available at www.commitment2040.org, which also includes an interactive map showing information about capital projects. Comments may be made directly on these projects and programs through the website. Mr. Brauer concluded that thus far, only one quarter of the necessary funding is available for the projects envisioned in the 2035 LRTP. However, an effort called Speak Up Broward is underway, which reaches out to the public for input on how to best fill this funding gap. Next steps for Commitment 2040 include preparing a revised draft for public comment within the next two to three weeks, followed by continued outreach to the public and advisory body members. The Board members discussed the funding of Complete Streets projects in Broward County, for which approximately $140 million has been programmed thus far, as well as the possibility of enacting a one-cent discretionary sales tax to fund transportation projects. Chris Ryan of MPO Staff explained that Speak Up Broward is working to educate the public regarding funding options, which include the discretionary sales tax, and seeking public feedback about all the types of funding available. Mr. Brauer also confirmed that the 2040 LRTP will include a safety component. Mr. Ryan strongly endorsed the use of red light cameras to increase pedestrian safety, as one in four accidents in Broward County involves a pedestrian. It was noted at this time that a motion was required for Item A-3. Motion made by Mr. Ryan, seconded by Ms. Caputo, to approve [the seven volunteers for the Review Committee]. In a voice vote, the motion passed unanimously. There being no further business to come before the Board at this time, the meeting was adjourned at 3:32 p.m. NEXT MEETING: June 30, 2014

http://www.commitment2040.org/

Agenda Item A-1 Broward Metropolitan Planning Organization


June 30, 2014

REQUESTED ACTION:

MOTION TO APPROVE: the Community Transportation Coordinator (CTC) Evaluation A. The CTC’s Performance Evaluation B. Broward County Board of County Commissioners Continue as the CTC WHY THIS ACTION IS NECESSARY: This action is required by Rule 41-2.006, F.A.C. SUMMARY EXPLANATION/BACKGROUND:

The Local Coordinating Board will annually provide the Metropolitan Planning Organization with an evaluation of the Community Transportation Coordinator’s performance relative to Commission and local standards and the performance results of the most recent Transportation Disadvantaged Service Plan.

A. The LCB Committee met on May 19, 2014 to review the 2013 CTC Evaluation Workbook Attachment 1 and provided recommendations and comments to the LCB for approval. Attachment 2 provides the 2013 Evaluation Committee recommendations.

B. After review of the CTC’s performance, the Evaluation Committee made the Recommendation that Broward County Board of County Commissioners should continue as the CTC.

Attachment 2 includes the CTC responses (indicated in red) to the Committee’s recommendations and comments, please refer to page 2 of 3. Broward County Transit (BCT) staff will be available to address questions.

ATTACHMENTS: 1. 2013 CTC Evaluation Workbook, including required completed surveys

2. LCB Committee Recommendations on the 2013 CTC Evaluation

ADDITIONAL INFORMATION/PREPARERS: If you have any questions, please contact Priscila Clawges, Transportation Disadvantaged Program Manager, at 954-876-0047 or email at [email protected].


CTC BEING REVIEWED: BROWARD COUNTY TRANSIT

COUNTY: BROWARD

ADDRESS: 1 N. UNIVERSITY DRIVE, 3100-A, PLANTATION, FL 33324

CONTACT: PAUL STROBIS PHONE: 954-357-8321

REVIEW PERIOD: FY 2012-2013 REVIEW DATES: 07/01/12-06/30/13

PERSON CONDUCTING THE REVIEW: MPO STAFF

CONTACT INFORMATION: PRISCILA CLAWGES 954-876-0047

CTC

EVALUATION WORKBOOK

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Agenda Item A-1, Attachment 1

Page 2

LCB EVALUATION WORKBOOK

ITEM PAGE EVALUATION INFORMATION 3

ENTRANCE INTERVIEW QUESTIONS 4

GENERAL QUESTIONS 6

CHAPTER 427, F.S. 6

RULE 41-2, F.A.C. 14

COMMISSION STANDARDS 18

LOCAL STANDARDS AND AMERICANS WITH DISABILITIES 26

STATUS REPORT 30

LEVEL OF COST WORKSHEET # 1 35

LEVEL OF COMPETITION WORKSHEET #2 35

LEVEL OF AVAILABILITY WORKSHEET #3 37

CONTRACTOR SURVEYS 42

ON-SITE OBSERVATION SURVEYS 46

RIDER/BENEFICIARY SURVEYS 53

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EVALUATION INFORMATION

An LCB review will consist of, but is not limited to the following pages:

1 Cover Page 4 - 5 Entrance Interview Questions 6 Chapter 427.0155 (3) Review the CTC monitoring of

contracted operators 9 Chapter 427.0155 (4) Review TDSP to determine

utilization of school buses and public transportation services

14 Insurance 15 Rule 41-2.011 (2) Evaluation of cost-effectiveness of

Coordination Contractors and Transportation Alternatives

18-25 Commission Standards and Local Standards 35 Level of Cost - Worksheet 1 35 Level of Competition – Worksheet 2 37 Level of Coordination – Worksheet 3 42 – 111 Surveys

Notes to remember:

The CTC should not conduct the evaluation or surveys. If the CTC is also the PA, the PA should contract with an outside source to assist the LCB during the review process.

Attach a copy of the Annual QA Self Certification.

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ENTRANCE INTERVIEW QUESTIONS

INTRODUCTION AND BRIEFING:

Describe the evaluation process (LCB evaluates the CTC and forwards a copy of the evaluation to the CTD).

The LCB reviews the CTC once every year to evaluate the operations and the performance

of the local coordinator.

The LCB will be reviewing the following areas:

Chapter 427, Rules 41-2 and 14-90, CTD Standards, and Local Standards Following up on the Status Report from last year and calls received from the

Ombudsman program. Monitoring of contractors. Surveying riders/beneficiaries, purchasers of service, and contractors

The LCB will issue a Review Report with the findings and recommendations to the CTC no

later than 30 working days after the review has concluded.

Once the CTC has received the Review Report, the CTC will submit a Status Report to the LCB within 30 working days.

Give an update of Commission level activities (last meeting update and next meeting date),

if needed.

USING THE APR, COMPILE THIS INFORMATION:

1. OPERATING ENVIRONMENT: RURAL X URBAN

2. ORGANIZATION TYPE: PRIVATE-FOR-PROFIT PRIVATE NON-PROFIT

X GOVERNMENT TRANSPORTATION AGENCY

3. NETWORK TYPE: SOLE PROVIDER

X PARTIAL BROKERAGE COMPLETE BROKERAGE

4. NAME THE OPERATORS THAT YOUR COMPANY HAS CONTRACTS WITH:

ALLIED MEDICAL TRANSPORT; LUCANUS DEVELOPMENTAL CENTER; MEDEX TRANSPORT; TENDER LOVING CARE

5. NAME THE GROUPS THAT YOUR COMPANY HAS COORDINATION

CONTRACTS WITH: See TDSP, Appendix B

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6. NAME THE ORGANIZATIONS AND AGENCIES THAT PURCHASE SERVICE FROM THE

CTC AND THE PERCENTAGE OF TRIPS EACH REPRESENTS? NA (Recent APR information may be used)

Name of Agency % of Trips Name of Contact Telephone Number

7. REVIEW AND DISCUSS TD HELPLINE CALLS:

OMBUDSMAN/TD Number of calls Closed Cases Unsolved Cases Cost Medicaid NA (TMS)

Quality of Service Service Availability

Toll Permit

Other

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COMPLIANCE WITH CHAPTER 427, F.S.

Review the CTC monitoring of its transportation operator contracts to ensure compliance with 427.0155(3), F.S. “Review all transportation operator contracts annually.” See TDSP, Pages 38-41; Appendix E

WHAT TYPE OF MONITORING DOES THE CTC PERFORM ON ITS OPERATOR(S) AND HOW OFTEN IS IT CONDUCTED?

1. Contractors are required to provide CTC with updated Driver Rosters by the twentieth (20) calendar day of each month. Roster shall indicate driver's name, date of hire, training dates, last Drug and Alcohol test, Motor Vehicle Record (MVR) review date and date of latest criminal record check. Contractors are required to maintain updated Driver Rosters in the Computerized Trip Management System (CTMS)

2. Contractors must provide CTC with evidence all drivers have completed the training

program offered by CTC prior to any driver providing service and must attend a refresher class or repeat new driver training a minimum of once every two (2) years. Classes include Defensive Driver, Passenger Assistance Technique, Responding to Client Incidents, SUNsational Service and other training required by Provider.

3. Training information shall be included in the monthly operating summary package. Additionally, drivers are required to participate in a driver training program developed by CTC. Contractors must require all personnel providing transportation to possess the following, which shall be filed with CTC prior to personnel providing paratransit service: current, valid Broward County Chauffeur’s Registration in accordance with requirements of Chapter 22-1/2, Broward County Code of Ordinances. Provider ADEPT driver roster is submitted weekly to Broward County Risk Management department. They verify daily for driver license violations which would require driver removal from operating a vehicle.

4. CTC requests MVRs for Contractor's drivers on a periodic basis. When a report

shows evidence of violations, CTC will promptly notify Contractor and Taxi Section of Broward County’s Division of Consumer Affairs. Contractor must have procedures to periodically review drivers' MVRs. Compliance is monitored by CTC staff.

5. Training program includes methods for measuring effectiveness of training in

developing skill and improving performance. Methods shall be based on performance indicators which measure proficiency and not solely on Contractor meeting minimum training hours required. Such measurement procedure shall be provided to CTC upon request.

6. CTC performs annual evaluations of Contractors ensuring compliance with the

System Safety Program Plan, locally approved standards, FCTD and FDOT standards, annual operating data and insurance requirements.

7. CTC's direct involvement in day-to-day operations of service includes but is not limited to: on-street monitoring of drivers and vehicles, equipment and customer service inspections, contract compliance and quality control. Full cooperation is

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provided by Contractors CTC for monitoring programs. Contractors provide full access to all driver records at operating facilities. Contractors are required to make available: work station, desk, telephone and chair if so requested.

8. CTC's on-street monitoring shall include but is not limited to: on-time performance, knowledge of service area and routing, driver assistance, manifest accuracy and completeness, driver and vehicle appearance, wheelchair lift condition and operation, wheelchair securement systems and use, safety equipment, driving habits and compliance with Florida Motor Vehicle Regulations.

9. Contractors provide CTC with service data via summary reports generated by CTMS

and a bi-weekly invoice for each component of service for previous bi-weekly (Monday through Sunday) period. This information shall include but is not limited to the following: number of one-way passenger trips by type of trip; total hours of vehicle service; copies of daily reports for driver activity or other daily reports showing starting and ending times; starting and ending mileage for each vehicle; copies of trip tickets, log sheets or driver manifests; weekly reimbursement charges for services and denied trips requests.

10. CTC operates with zero trip denial rates. If one provider is unable to perform a

requested trip due to capacity constraints another provider performs the trip.

11. Pursuant to Federal Transit Administration's (FTA) standards for precision, accuracy and accountability, CTC is required to report data to the National Transit Database (Section 15 data). As required by FTA, or CTC, Contractors shall collect Section 15 data and other "service supplied" information or "service consumed" information, as terms are defined in Section 15 of FTA regulations. Contractors are responsible for collection of financial and operational data, including on-board operational and passenger-related data and for transmittal to CTC on CTC approved forms as follows: operational and passenger-related data shall be submitted to CTC no less than weekly, financial data shall be submitted to CTC no less than quarterly and designated "service supplied" data shall be submitted to CTC thirty (30) days prior to termination of CTC's fiscal year. All source documents for Section 15 filings shall be subject to audit and shall be maintained by Contractors for five (5) years following final payment under their agreement with CTC.

12. Contractors must provide written monthly reports to CTC by the twentieth (20th) day

of the month following the month of service. All required information shall be collected and reported individually for each funding component of service. Reports shall be submitted on a form developed by Contractor and approved by CTC and shall include, but not be limited to the following:

Brief Narrative: Brief narrative highlighting month's activities, unusual events,

trends and other noteworthy observations.

Ridership: Number of one-way passenger trips, PCAs and Companions on a day-by-day basis for each funding and fare entity and category.

Miles and Hours: Total hours of service and vehicle miles on a day-by-day basis.

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Cost of Service: Total service revenue based upon contracted rates, collected

fares and net revenue to provide service (total revenue less imputed fares).

Service Quality Measures: On-time performance data, trips completed, missed trips and trip denials with an explanation.

Efficiency Measures: Appropriate measures to include passengers per mile, hour

or vehicle trip.

Fleet Data: Updated fleet listings and status of all vehicles.

Other: Accident/incident reports/briefs/findings, training activities/certifications, including sensitivity training and education, key personnel changes and suggested improvements.

13. All vehicles, wheelchair lifts or ramps and wheelchair securement devices are

inspected annually by CTC staff. All vehicles must be approved, inspected and display an inspection sticker issued by CTC prior to providing service. Complaints received concerning a vehicle or equipment, vehicle must report to CTC's facility the next business day for inspection. Any vehicle found in violation of any contractual standard must be removed from service until violation is remedied.

14. CTC reserves the right through its agreements with Contractors, in its sole discretion, at any time, to inspect vehicles and maintenance facilities during normal working hours and to review Contractors' maintenance records.

15. Day-to-day monitoring is also conducted through CTC's Complaint Procedure. All

client complaints shall be referred to CTC's Paratransit Customer Service. Contractors shall not respond directly to a client who files a service complaint. CTC personnel may make initial contact with Contractors to obtain a verbal response and determine validity and resolution of the complaint. All complaints are entered into CTMS. Complaint will be forwarded to Contractor for written or electronic response to CTC. Contractor’s responses shall be made within three (3) business days of receipt of complaint. Complaints of more serious nature such as injury, driver misconduct and client safety shall be responded to by the end of that business day. Complaints are tallied each month, indicating total number of complaints and type of complaints, for each Contractor. The complaint standard is established at 2.0 complaints per 1,000 trips per month.

16. CTC works closely with CTD’s Ombudsman Program to resolve all service

complaints and inquiries. CTC investigates each item as described above (see #15), contacts all concerned parties and sends CTD’s Ombudsman Program a report on the resolution of the complaint/inquiry.

Is a written report issued to the operator? X Yes No

If NO, how are the contractors notified of the results of the monitoring?

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WHAT TYPE OF MONITORING DOES THE CTC PERFORM ON ITS COORDINATION CONTRACTORS AND HOW OFTEN IS IT CONDUCTED?

Insurance Certificates are monitored and updated annually to ensure compliance with State and Local standards.

Random site visits. Random vehicle inspections. Review of Annual Operating Report data.

Is a written report issued? X Yes No

If NO, how are the contractors notified of the results of the monitoring?

WHAT ACTION IS TAKEN IF A CONTRACTOR RECEIVES AN UNFAVORABLE REPORT? Drivers and vehicles may be removed from service and/or termination of Coordination Agreement. IS THE CTC IN COMPLIANCE WITH THIS SECTION? X Yes No

ASK TO SEE DOCUMENTATION OF MONITORING REPORTS. COMPLIANCE WITH CHAPTER 427, F.S.

Review the TDSP to determine the utilization of school buses and public transportation services [Chapter 427.0155(4)] “Approve and coordinate the utilization of school bus and public transportation services in accordance with the TDSP.”

HOW IS THE CTC USING SCHOOL BUSES IN THE COORDINATED SYSTEM? N/A

School bus joint use program is not used in Broward County. Expense of liability insurance is a major concern raised by the School Board. In addition lack of seat belts and air conditioning on school buses is a problem for TOPS clients. However there is an agreement between Broward County Transit (BCT) and the School Board to provide emergency transportation services for residents to designated shelters in the event of a hurricane or other natural disaster. School Board services could be used for backup for assisted living facilities, mobile home parks and other congregate living sites.

Rule 41-2.012(5)(b): "As part of the Coordinator’s performance, the local Coordinating Board shall also set an annual percentage goal increase for the number of trips provided within the system for ridership on public transit, where applicable. In areas where the public transit is not being utilized, the local Coordinating Board shall set an annual percentage of the number of trips to be provided on public transit."

HOW IS THE CTC USING PUBLIC TRANSPORTATION SERVICES IN THE COORDINATED SYSTEM?

N/A

BCT is dedicated to improving its fixed-route bus system on an ongoing basis and has completed the following improvements to enhance accessibility:

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Currently 3,517 bus stops are ADA compliant (280 bus stops cannot meet ADA requirements due to space/easement limitations) out of 4,189 bus stops which may be ADA accessible. There are ADA accessible bus stops on all routes.

All bus drivers provide assistance upon request. All buses are equipped with voice annunciation systems which provide on-board automatic

voice announcements in English, Spanish and Creole. They announce bus stops, major transfer points and safety advisories.

All signage, both inside buses and at bus stops, complies with ADA regulations. Clients requesting transportation services are directed to fixed-route service provided by BCT. Those unable to use fixed-route service are encouraged to apply for TOPS! paratransit service. Disabled clients who can use fixed-route bus service for some trips are granted ADA/TD conditional eligibility and use paratransit service only for trips where bus service is not accessible or navigable. To help clients navigate fixed-route bus service, Paratransit Services offers a free Travel Training Program. A professional instructor provides personal and group lessons to teach riders how to use County buses. Paratransit eligible riders may call 954-357-7705 and make an appointment. During this reporting period 127 persons received travel training and 9 group travel training presentations were completed. BCT provides service to 410 square miles within Broward County. BCT fixed-route buses connect with Palm Beach and Miami-Dade transit systems and Tri-Rail. BCT’s fleet has 315 fixed-route buses (all are handicap accessible) providing service on 72 weekday routes; 110 community buses operated in partnership with 18 municipalities; and Tri-Rail feeder shuttles. BCT transports 40.2 million passengers annually (110,137 daily) with an annual service mileage of 14.5 million miles. Seventy-two (72) routes receive service on weekdays thirty-nine (39) on Saturdays and thirty-five (35) on Sundays. There are 4,469 designated bus stops, 523 have shelters. BCT provides service into Miami-Dade and Palm Beach Counties. Fixed-route service into Palm Beach County includes Route 18 to Sandalfoot and Route 10 to Mizner Park. Fixed-route service into Miami-Dade County includes Route 18 to 163rd Street Mall and Golden Glades Park, Route 2 to 207th Street and University Drive and Golden Glades Park Routes 1, 4 and 101 to Aventura Mall and 95-Express –from CB Smith Park to downtown Miami. BCT provides free Wi-Fi on 441 and U.S. 1 Breeze routes and Broward Central Terminal. BCT operates seventeen (17) 40’ hybrid buses, five (5) articulated diesel buses and ten (10) hybrid articulated buses. Transit Technology

Computer Aided Dispatch/Automatic Vehicle Locator (CAD/AVL) This computerized bus tracking technology locates buses in service. It allows real time monitoring of bus movements, better control of bus headway, closer schedule adherence tracking and ability to direct maintenance crews faster in the event of vehicle breakdown or loss of communication. This technology allows BCT to improve dispatch efficiency and reliability of bus service. In addition, extensive information is collected for planning purposes. Status: CAD/AVL uses cellular communications increasing the frequency of location reports from the bus and provides more reliable voice communications. BCT is currently installing CAD/AVL systems in fixed-route and community busses. Approximately forty (40) percent complete.

http://broward.org/bct/mapsandschedules.htm

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Automatic Passenger Counters (APC) APCs count passengers when they board and exit buses. This technology enables BCT to develop or refine bus schedules and collect information for planning purposes. APCs reduce the cost of collecting ridership information. It increases the amount and quality of information obtained and permits continuous sampling of stop-by-stop ridership. APCs can be used to meet National Transit Database data reporting requirements for tracking ridership data, improving system on-time performance and to maximize operational efficiencies. Status: Approximately seventy-eight (78) percent of fixed-route fleet is using this technology. Real Time Transit Information This technology provides better customer service by disseminating timely and accurate service information about projected bus arrival and departure times, disruptions and delays, transfers and other transportation services at select locations. It also provides customers other travel related information: date and time, weather, security related information, updates during emergencies and public service announcements. Access to information is provided through media including Passenger Advisory Signs (PAS), cable television, personal digital assistants, internet, telephones and dynamic message signs strategically located at bus shelters, transit centers, major office buildings and shopping centers. Riders use real time information to choose how they travel (bus, car or rail), which route and when. This technology ties into BCT's primary function – to give the best customer service by helping travelers make efficient use of time while waiting for a bus. Knowing when a bus will arrive or depart helps reduce traveler anxiety. Status: The CAD/AVL system enables BCT to disseminate and provide bus arrival and departure times, delays and other traveler related information to provide improved customer service. CAD/AVL project scope includes PASs at three (3) major transfer locations and sixty (60) major bus stops and real-time information delivered through Interactive Voice Response (IVR), website, email, text messaging and mobile phone apps. Traffic Signal Priority System (TSP) TSP is an ITS strategy providing buses preference at traffic signals when they arrive at intersections or under certain conditions. BCT expects this technology to reduce bus delays and maintain schedules with minimum impact on cross street traffic. TSP will improve mobility, reliability and efficiency. Status: There is a joint project underway with FDOT and Broward County Traffic Engineering. BCT testing this technology with the traffic light system to determine its’ potential uses and benefits. Smart Cards Smart Cards are replacing magnetic stripe cards as the fare collection system of choice. Smart Cards look similar to credit cards and are equipped with a programmable memory chip that performs several functions: holding instructions value, self-monitoring and creating an electronic bill record. BCT is currently investigating Smart-Card technology, which allows more flexibility for payments to be accepted by several transit systems in the region using a variety of payment methods. Status: New technologies and a wider array of payment methods are currently under review as testing of potential equipment is being performed. BCT issues photo identification cards for fixed-route users deemed eligible for reduced fare based on age and/or disability. Presenting the photo ID to bus drivers and/or bus pass vendors enables users to purchase reduced fare passes.

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BCT Buz Pass is a credit-card size fare card with a magnetic swipe. It is a cost-savings pass for daily, unlimited travel for a specific period of time:

Transit Fare Types Effective October 1, 2010

Regular One-Way Fare (Base Cash) $1.75 Reduced Youth/Senior/Disabled/Medicare $0.85 10-Ride Pass $16.00 All Day Pass $4.00 Reduced Youth/Senior/Disabled/Medicare $3.00 7-Day Pass $16.00 31-Day Adult Pass $58.00 Reduced Youth/Senior/Disabled/Medicare $29.00 Reduced College Student $40.00 Express Regular One Way Fare $2.35 Express Senior/Youth/Disables/Medicare One Way Fare $1.15

Express Premium 10-Ride Pass $23.50 Express Premium 31-Day Pass $85.00

BCT partners with Broward County Homeless Initiative Partnership Administration to provide discounted bus passes, (50%), to agencies in Broward County serving homeless individuals. Passengers transferring from BCT to Miami-Dade Transit (MDT), Palm-Tran or Tri-Rail systems will be issued a free transfer and pay the appropriate fare on the other transit system. Passengers transferring from MDT, Palm Tran or Tri-Rail pay $.50 with a transfer issued by MDT, Palm Tran, or Tri-Rail. Eligible conditional status ADA and/or TD Paratransit clients may ride Broward County fixed-route buses free-of-charge without affecting their paratransit eligibility. All registered Nutrition Paratransit clients may ride Broward County fixed-route buses free-of-charge in lieu of utilizing paratransit service. Free use of fixed-route service will not cancel Nutrition Paratransit eligibility. Passengers who prefer online trip planning assistance for travel on BCT buses can log on to Google Transit™ at www.google.com/transit. BCT offers riders online trip planner as an alternative to driving directions. Passengers start by entering the starting and ending destination and expected departure or arrival time. Google Transit™ will provide up to three (3) suggested trip plans featuring trip maps, transfer instructions, and estimated arrival times. Bus passengers and authorized vendors can purchase bus passes online in their home or office. Visit www.broward.org/bct and click on “Purchase Bus Pass.” The three-easy-step purchase is available 24-hours-a-day, seven (7) days-a-week on a confidential and secure Broward County online site accepting all approved major credit cards. 10-Ride, 7- and 31-Day Adult passes are available. 31-Day Reduced Fare bus passes for youth, seniors, disabled, Medicare recipients and college students cannot be purchased online as valid identification is required. These bus passes are sold at: Broward Terminal in Fort Lauderdale, Northeast Transit Center in Pompano Beach, all County

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libraries and select check-cashing store locations. All-Day bus passes are not available for online purchase; it is sold only on-board the bus. Online bus pass orders are processed at no extra cost using standard shipping via the United States Postal Service. Online purchasers will receive an e-mail confirming their order and should allow seven (7) to ten (10) business days to receive their pass. BCT’s Customer Relations and Communications Section develops and implements marketing, advertising and public relations programs to provide the public with information about current, new and enhanced bus service, special projects and events and benefits of riding public transportation. This section responds to a myriad of client inquiries and provides personal trip planning through the client information telephone center and Google Transit™ accessible on BCT’s web site. Improvements are ongoing at www.broward.org/bct. Its redesign and more user-friendly layout have resulted in continued increases of monthly visits. Enhancements include ‘Transit Flash,” a monthly e-newsletter sent to a client e-mail database with up-to-date information online bus pass purchasing and translation from English to Spanish and Creole. BCT RECEIVES $35.1 MILLION IN STIMULUS FUNDS Due to $35.1 million dollars received in stimulus funds as part of the American Recovery and Reinvestment Act of 2009, BCT is constructing a new operations and maintenance facility at Ravenswood, making bus stop/shelter enhancements and infrastructure improvements county-wide and implemented a centralized login system for fixed-route bus operations and installed real-time monitoring technology for all Paratransit vehicles.

$17.9 million dollars, is going to renovating the operations and maintenance facilities at Ravenswood which is currently at capacity and in need of upgrades to parking lot areas and maintenance buildings.

$15.6 million dollars is going to bus stop/shelter enhancements. Aside from improvements to meet ADA requirements the bus stop/shelter project includes adding street furniture, such as benches and trash receptacles; bike racks at selected locations; landscaping enhancements; transit signage; lighting; and real-time transit information incorporated when feasible and powered by solar energy. The project will impact 25 municipalities.

$1.6 million dollars was used by Paratransit Services to purchase ITS – AVL/GPS systems, Mobile Data Computers and IVRs for all vehicles. This system will prevent and detect fraud and has ability to obtain accurate, reliable and verifiable data for federal and state reporting requirements among other beneficial features. Multimodalism is a trend in public transit geared to meet passengers’ needs for several methods of accessible and timely transportation. BCT participates in multimodalism with Bus Your Bike service allowing passengers to take bicycles on the bus as a secondary transportation option. Bicycles are transported on racks located on the front of all BCT fixed-route buses. BCT has partnerships with Tri-Rail, Transportation Management Association (TMA) Community Buses. Using these different forms of transportation Broward County residents can assist in reducing traffic congestion and environmental pollution. Tri-Rail is South Florida’s commuter train operated by South Florida Regional Transportation Authority (SFRTA), which runs along a 71-mile corridor parallel to Interstate 95 and services Palm Beach, Broward and Miami-Dade counties. Connecting wheelchair accessible bus service is available from all Tri-Rail stations and three (3) international airports: Miami International Airport, Fort Lauderdale/Hollywood International Airport and Palm Beach International Airport.

http://www.broward.org/bct

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Representatives from CTC and Planning Agency serve on the SFRTA ADA Advisory Committee. Emergency Ride Home: Employees working in downtown Fort Lauderdale for an employer who is a TMA member and the employee participates in rideshare, walks or bicycles to work and has an emergency, TMA will provide a free ride home or emergency location. IS THERE A GOAL FOR TRANSFERRING PASSENGERS FROM PARATRANSIT TO TRANSIT?

X Yes No

If YES, what is the goal? 120 riders per year

Is the CTC accomplishing the goal? X Yes through travel training No

IS THE CTC IN COMPLIANCE WITH THIS REQUIREMENT? X Yes No

Comments:

COMPLIANCE WITH 41-2, F.A.C.

Compliance with 41-2.006(1), Minimum Insurance Compliance “...ensure compliance with the minimum liability insurance requirement of $100,000 per person and $200,000 per incident…”

WHAT ARE THE MINIMUM LIABILITY INSURANCE REQUIREMENTS? Minimum limits of Three Hundred Thousand Dollars ($300,000.00) per occurrence combined single limit for Bodily Injury Liability and Property Damage Liability. WHAT ARE THE MINIMUM LIABILITY INSURANCE REQUIREMENTS IN THE OPERATOR AND COORDINATION CONTRACTS?

See TDSP, Appendix F, Operator Contract, Article 16

HOW MUCH DOES THE INSURANCE COST (per operator)? Operator Insurance Cost

Allied Medical Transp, Inc. $750,000 Daniel Cantor Senior Center $136,284 Lucanus Developmental Ctr 285,988 Medex Transport, Inc. 195,480 City of Miramar 100,000 NE Focal Point (Miramar) N/A NW Focal Point (Margate) 45,000 Tender Loving Care N/A

DOES THE MINIMUM LIABILITY INSURANCE REQUIREMENTS EXCEED $1 MILLION PER INCIDENT?

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Yes X No

If yes, was this approved by the Commission? Yes No IS THE CTC IN COMPLIANCE WITH THIS SECTION? X Yes No

Comments:

Compliance with 41-2.011(2), Evaluating Cost-Effectiveness of Coordination Contractors and Transportation Alternatives. “...contracts shall be reviewed annually by the Community Transportation Coordinator and the Coordinating Board as to the effectiveness and efficiency of the Transportation Operator or the renewal of any Coordination Contracts.”

1. IF THE CTC HAS COORDINATION CONTRACTORS, DETERMINE THE COST-EFFECTIVENESS OF THESE CONTRACTORS.

Cost [CTC and Coordination Contractor (CC)] See TDSP Appendix B, Providers and Coordination Contractors

CTC CC #1 CC #2 CC #3 CC #4 Flat contract rate (s) ($ amount / unit)

NA

Detail other rates as needed: (e.g. ambulatory, wheelchair, stretcher, out-of-county, group)

AMBULATORY $23.51 WHEELCHAIR $40.30 Special or unique considerations that influence costs? Explanation:

2. DO YOU HAVE TRANSPORTATION ALTERNATIVES? Yes X No (Those specific transportation services approved by rule or the Commission as a service not normally arranged by the Community Transportation Coordinator, but provided by the purchasing agency. Example: a neighbor providing the trip) Cost [CTC and Transportation Alternative (Alt.)] NA

None known to CTC CTC Alt. #1 Alt. #2 Alt. #3 Alt. #4 Flat contract rate (s) ($ amount / unit)

Detail other rates as needed: (e.g. ambulatory, wheelchair, stretcher, out-of-county, group)

Special or unique considerations that influence costs?

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Explanation:

IS THE CTC IN COMPLIANCE WITH THIS SECTION? X Yes No

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RULE 41-2 Findings:

Recommendations:

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COMPLIANCE WITH 41-2, F.A.C. Compliance with Commission Standards “...shall adhere to Commission approved standards…”

Review the TDSP for the Commission standards. See TDSP, Appendix F, Paratransit Contract Commission Standards

Comments

Local toll free phone number must be posted in all vehicles.

Rule 41-2.006 (4) (f), F.A.C.: A local toll free for complaints or grievance shall be posted inside the vehicle. The local complaint process be outlined as a section in the local Service Plan including, advising the dissatisfied person about the Commission's Ombudsman Program as a step within the process as approved by the local coordinating board. Local Policy: Services provided by BCT may be reached by calling Paratransit Services Section, (954) 357-8400 or 1-800-599-5432 (toll free within Dade, Broward and Palm Beach Counties) (hearing impaired (954) 357-8302). FCTD has a TD Hotline available Monday through Friday, 8:00 a.m. to 5:00 p.m., 1-800-983-2435 or TTY 1-800-648-6084. These numbers are posted in all TOPS! vehicles and included in the Rider’s Guide.

Vehicle Cleanliness

Rule 41-2.006 (4) (h), F.A.C.: Interior of all vehicles shall be free of dirt, grime, oil, trash, torn upholstery, damaged or broken seats, protruding metal or other objects or materials which could soil items placed in the vehicle or provide discomfort for the passenger. Local Policy: Broward County Vehicle Standards: It is the responsibility of CONTRACTOR to ensure each vehicle meets standards established in the TDSP, MOA, FCTD and Chapter 341.061(2)(a), Florida Statutes, and Rules. The following are minimum standards which must be met by CONTRACTOR at all times while providing services: Vehicle exterior or is free of grime, oil or other substance, cracks, breaks, dents and damaged paint that noticeably detracts from the overall appearance of the vehicle. Body molding should be in place, or if removed, holes filled and painted. Interior shall be free from dirt, grime, oil, trash, or other material which could soil items and protruding metal or other objects that could damage items. Passenger compartment is clean, free of torn upholstery or floor coverings, damaged or broken seats, protruding sharp edges and vermin or insects. All vehicles shall be cleaned inside and out daily. Vehicles used in general service with capacity of fifteen (15) passengers or less cannot be more than five (5) years old.

Passenger/Trip Database

Rule 41-2.006 (4) (j), F.A.C.: Broward County passenger/trip data base must be maintained or accessible by the BCT paratransit services section on each rider being transported

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Commission Standards

Comments within the system. Local Policy: Required Records: Call representative shall confirm or record the following in CTMS for each call: A) PIN #; B) confirm Name, Address, Phone Number and Emergency Contact; C) determine if call is for a complaint or transportation; D) Verify eligibility: E) Verify Pick-up location; F) Determine drop-off location; G) Determine date of travel; H) Verify if pick-up or appointment; I) Determine appointment time; J) Dertermine if PCA or companion traveling; K) Recap information; L) Save to wait-list and advise caller they will receive an automated call the night before advising the pick-up time. Client Pick Up: CONTRACTOR shall be required to provide door-to-door service. Drivers must go into lobbies or vestibules of buildings to locate and/or assist a client; however, drivers are prohibited from entering residences. Sounding a horn at the curb shall be insufficient notification of a ride's arrival. When client boards the vehicle, driver shall complete paperwork or utilize an alternate automated system indicating pickup. The following information, at a minimum, shall be recorded by driver: (A.) pick-up time (B.) vehicle odometer mileage; (C.) fare collected from passenger (D.) Client signature on ride ticket manifest and route sheet and (E.) Other information as required by COUNTY. Section 15 Filing: Pursuant to FTA’s standards for precision, accuracy and accountability, COUNTY is required to report data to National Transit Database (Section 15 data). As required by FTA or COUNTY, CONTRACTOR shall collect Section 15 data and other "service supplied" information or "service consumed" information, as terms are defined in Section 15 of FTA Regulations. CONTRACTOR shall be responsible for collection of financial and operational data, including on-board operational and passenger related data and transmittal to COUNTY on COUNTY approved forms as follows: (A.) Operational and passenger related data shall be submitted to COUNTY no less than weekly (B.) Financial data shall be submitted to COUNTY no less than quarterly and (C.) Designated service supplied data shall be submitted to COUNTY thirty (30) days prior to termination of COUNTY'S fiscal year. All source documents for Section 15 filings shall be subject to audit and shall be maintained by CONTRACTOR for five (5) years following final payment under this Agreement.

Adequate seating Rule 41-2.006 (4) (k), F.A.C.: Adequate seating for paratransit

services shall be provided to each rider and escort, child or personal care attendant, and no more passengers than the registered passenger seating capacity shall be scheduled or

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Comments transported in a vehicle at any time. For transit service provided by transit vehicles, adequate seating or standing space will be provided to each rider and escort, child, or personal care attendant, and no more passengers than the registered passenger seating or standing capacity shall be scheduled or transported in a vehicle at any time. Local Policy: Availability: "Availability" shall mean a measure of capability of transit system to be used by potential patrons such as hours system is in operation, route spacing, seating availability and pick-up and delivery time parameters. Denials/Refusal of Service: CONTRACTOR may refuse to provide contracted paratransit service to clients if vehicle capacity is insufficient to accommodate users at the time they wish to travel. When service is refused for vehicle capacity reasons, CONTRACTOR will notify the Call Center. Call Center will make other arrangements to provide the requested trip including contacting Client. Wheelchair to Seat Transfer: CONTRACTOR may ask clients who use wheelchairs if they wish to transfer from wheelchair to seat. Such transfer is at the discretion of the client and service may not be refused or denied based upon decision of client. Accessibility: CONTRACTOR shall provide sufficient dedicated vehicles, which shall include but not be limited to, an appropriate number of vehicles equipped with lift or ramp, wheelchair securement devices and spare vehicles to maintain service in case of vehicle breakdowns, suitable for transportation of clients to meet requirements specified in this Agreement. All vehicles, wheelchair lifts or ramps and wheelchair securement devices used for paratransit service shall meet all applicable ADA regulations, be approved by COUNTY and are subject to annual COUNTY inspection. CONTRACTOR shall meet or exceed standards and requirements for accessible vehicles set forth in Architectural and Transportation Barriers Compliance Board (ATBCB) as published in 49 CFR Section 37.161, 37.163, 37.167, 37.169,38.21 and 38.23-38.33, on September 6, 1991. Failure to provide adequate vehicles to meet terms and conditions of this Agreement may result in termination of Agreement as provided by Article 15 herein.

Driver Identification Rule 41-2.006 (4) (l), F.A.C.: Drivers for paratransit services,

including coordination contractors, shall be required to announce and identify themselves by name and company in a manner that is conducive to communications with specific passengers, upon pickup of each rider, group of riders, or representative, guardian, or associate of the rider, except in situations where the driver regularly transport the rider on a recurring basis. Each driver must have a photo identification

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Comments that is in view of the passenger. Name patches, inscriptions or badges that affix to driver clothing are acceptable. Local Policy: Trip Delivery: Safety of driver, riders, public and a positive experience for the rider and driver are of primary importance to COUNTY. CONTRACTOR shall ensure drivers provide service as follows: Wear either company photo identification or name badge, patch, inscription with the name of the company/driver and, at Contractor’s option, a company designated uniform.

Passenger Assistance Rule 41-2.006 (4) (m), F.A.C.: The paratransit driver shall

provide the passenger with boarding assistance, if necessary or requested, to the seating portion of the vehicle. Boarding assistance shall include opening the vehicle door, fastening the seat belt or wheelchair securement devices, storage of mobility assistive devices and closing the door. Assisted access must be in a dignified manner. Drivers may not assist wheelchairs up or down more than one step, unless it can be performed safely as determined by the passenger, guardian and driver. Local Policy: Client Pick Up: CONTRACTOR shall be required to provide door-to-door service. Drivers must go into lobbies or vestibules of buildings to locate and/or assist client; however, drivers are prohibited from entering residences. Sounding a horn at the curb shall be insufficient notification of a ride's arrival. When client boards the vehicle, driver shall complete paperwork, or utilize an alternate automated system, indicating pick-up has been made. The following information, at a minimum, shall be recorded by the driver: (A.) pick-up time (B.) vehicle odometer mileage (C.) fare collected from passenger; (D.) Client signature on ride ticket, manifest and route sheet; (E.) Other information as required by COUNTY. Door-to-Door Service: Clients shall be provided door-to-door service as defined by Article I herein. Sounding the horn at the curb shall not be acceptable as sufficient notification of driver's arrival. Door, used herein, shall be building's door, not an individual office or apartment door located within a building. Client Assistance: Boarding and disembarking assistance shall be provided to any client. Driver shall go to door, announce his or her arrival (e.g., face-to-face or by intercom) and provide any additional assistance which will ensure client's safe passage to and from vehicle and vehicle seat. Even if client indicates he or she does not require driver's assistance, driver shall take necessary precautions to ensure client's safe passage. Trip Delivery: Safety of driver, riders and public and a positive experience for rider and driver, are of primary importance to COUNTY. CONTRACTOR shall ensure drivers provide service as follows: Provide courteous and safe assistance to riders.

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Comments Drivers: Driver Training Program must include a minimum of eighty (80) hours of training prior to (scheduled classroom training such as Defensive Driving may be accomplished during the first thirty (30) days of employment, due to class scheduling considerations) driving a service vehicle. All drivers providing service under this Agreement must be employees of CONTRACTOR and use of independent contractors is not allowed. Training must include, in addition to training requirements for all employees as set forth above, instruction in: Passenger Assistance Technique Certification or an equivalent course which must be approved by COUNTY prior to service delivery. Training shall include elderly and disabled client sensitivity, awareness and communications, passenger relations and assistance, hands-on assistance to visually impaired and dealing with service animals (guide dogs), assistance with mobility equipment including wheelchairs, scooters, walkers, canes, crutches, braces, etc.

Smoking, Eating and Drinking Rule 41-2.006 (4) (n), F.A.C.: Smoking is prohibited in any

vehicle. Local Policy: Broward County Vehicle Standards: It is CONTRACTOR’s responsibility to ensure each vehicle meet standards established in the TDSP, MOA, FCTD and Chapter 341.061(2)(a), Florida Statutes and Rules. The following are minimum standards which must be met by CONTRACTOR at all times while providing services: No smoking in vehicle.

Two-way Communications Rule 41-2.006 (4) (p), F.A.C.: All vehicles ordered or put into

service after adoption of this section of the Rule, and providing service within the coordinated system, shall be equipped with two-way communications in good working order and audible to the driver at all times to the base. All vehicles that are not equipped with two-way communications shall have two years to be in compliance after May 1, 1996. Local Policy: Broward County Communication: CONTRACTOR shall be required to provide a base radio station and two-way mobile radios and/or cellular telephones for CONTRACTOR owned vehicles and sufficient portable two-way radios and/or cellular telephones to enable office and field supervisors to communicate with each other and dispatch staff.

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Comments

Air Conditioning/Heating Rule 41-2.006 (4) (q), F.A.C.: All vehicles ordered or put into

service after adoption of this section of the Rule, and providing service within the coordinated system, shall have working air conditioners and heaters in each vehicle. Vehicles that do not have a working conditioner or heater will be scheduled for repair or replacement as soon as possible. All vehicles that are not equipped with an air conditioner and/or heater shall have two years to be in compliance after May 1, 1996. Local Policy: Vehicle Standards: It is CONTRACTOR’s responsibility to ensure each vehicle meet standards established in the TDSP, MOA, FCTD and Chapter 341.061(2)(a), Florida Statutes and Rules. The following are minimum standards which must be met by CONTRACTOR at all times while providing services: Vehicles are to be equipped with operable air-conditioning system. If air conditioning system becomes inoperable during the day, vehicle may continue to provide service only for the remainder of that day.

Billing Requirements Rule 41-2.006 (4) (i), F.A.C.: Billing requirements of the

Community Transportation Coordinator to subcontractors shall be determined by the local Coordinating Board and provided in the local Service Plan. All bills shall be paid within 15 calendar days to subcontractors, after receipt of said payment by the Community Transportation Coordinator is a non-governmental agency. Local Policy Compensation: COUNTY shall compensate CONTRACTOR for services rendered in full compliance with terms and conditions of this Agreement. Compensation: CONTRACTOR shall be compensated for services delivered pursuant to terms and conditions of this Agreement as follows: Payment: COUNTY will remit payment to CONTRACTOR within thirty (30) days from date each report is received pursuant to Article 7.1. COUNTY shall comply with provisions of the "Florida Prompt Payment Act" as required by Section 1-51.6 of Broward County Code of Ordinances. Disincentives: COUNTY shall reduce payment to CONTRACTOR by any disincentive deduction assessed for failure to comply with service, performance or maintenance requirements as specifically set forth by this Agreement. Reimbursement: COUNTY shall not process or remit payment for any reimbursement after sixty (60) days of the actual trip date.

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Comments Noncompliance: In the event of failure by CONTRACTOR to comply with any requirement of this Agreement, COUNTY shall withhold payment until CONTRACTOR is determined to be in compliance. Noncompliance shall include, but not be limited to, the following: (A.) Services were improperly rendered. (B.) CONTRACTOR failed to meet service specifications. (C.) Services were otherwise questionable. Fare Structure: COUNTY shall determine client fare structure for each service trip. COUNTY retains right to implement and CONTRACTOR shall comply with fare adjustments. Fare Collection: CONTRACTOR is responsible for collection of fares due and owing from client, maintenance of records and deposit receipts for fares collected, as per terms and conditions of this Agreement. CONTRACTOR shall accept all means of payment approved from time to time by COUNTY including, but not limited to, cash, passes, tickets, transit punch cards, transfers and electronic transit fare cards. All fares are collected as client boards vehicle. Clients must pay exact fare when boarding and vehicle operators are not permitted to make change. Clients shall not be required to pay any fare when actual pick-up service is over sixty (60) minutes past scheduled pick-up time. COUNTY paratransit clients will not be expected or requested to pay and drivers will not be permitted to accept gratuities. Billing Functions: Billing functions shall be performed through CTMS.

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COMMISSION STANDARDS Findings:

Recommendations:

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COMPLIANCE WITH 41-2, F.A.C. Compliance with Local Standards “...shall adhere to Commission approved standards...” Review the TDSP for the Local standards. See TDSP, Appendix F Paratransit Contract

Local Standards

Comments

Transport of Escorts and dependent children policy

Rule 41-2.006 (4) (b), F.A.C.: An escort of a passenger and dependent children are to be transported as locally negotiated and identified in the local Service Plan. Local Policy: Broward County complies with the transport of escorts and dependent children policy. Escort/PCA: "Escort/PCA" shall mean a person traveling as an aide to facilitate travel by a person with a disability. PCAs may include, but are not limited to, nurses, caretakers, and parents of clients. Pursuant to 42 CFR 37.125(i), client shall indicate, at time of registration, whether or not he or she travels with a PCA. No fare shall be collected from an Escort/PCA. "Mobility Aids" shall mean a device or animal used by a person to facilitate travel, including, but not limited to, Escort/PCA, wheelchair, walker, cane or service animal. Children younger than four (4) years old must be transported in an appropriate car seat. All eligible riders and companions, including children, must pay the one-way fare. CTC does not provide child safety seats. Children under eighteen (18) are not permitted to ride in the front seat of a paratransit vehicle.

Use, Responsibility, and cost of child restraint devices

Rule 41-2.006 (4) (c), F.A.C.: Use of child restraint devices shall be determined locally as to their responsibility, and cost of such device in the local Service Plan. Local Policy: Broward County complies with use of child restraint devices. Child Restraints: As required by the Child Passenger Protection Act, the following requirements apply when transporting children: Children Under One (1) Year of Age: Children under one (1) year of age must be buckled into a federally-approved child safety seat, when they ride in the back seat. Children One-to-Four Years of Age/Front Seat: Children under eighteen (18) are not permitted to ride in the front seat of a paratransit vehicle.

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Children One-to-Four Years of Age/Back Seat: Children one (1)-to-four (4) years of age must use a child safety seat or regular seat belts when they ride in the back seat. CONTRACTOR is not required to provide a child safety seat. CONTRACTOR shall refuse to transport any child under one (1) year of age when a child safety seat is not provided by client or responsible party. This information shall be documented on drivers’ log and shall be considered a client no show. CONTRACTOR agrees to comply with any subsequent provisions of this policy.

Out-of-Service Area trips Rule 41-2.006 (4) (g), F.A.C.: Out of Service area trips shall

be provided when determined locally and approved by the local Coordinating Board, except in instances where local ordinances prohibit such trips. Local Policy: Delivery of transportation service in Broward County continues to evolve into a multi-provider, intermodal, intercounty and coordinated system. B CT has service into Miami-Dade and Palm Beach Counties. The three (3) counties have designated several transfer locations for riders to transfer across service areas. The counties have an intercounty service agreement for paratransit delivery. Broward County works cooperatively with paratransit clients from other counties and states who request visitor status and show proof of current paratransit eligibility.

CPR/1st Aid Rule 41-2.006 (4) (r,s), F.A.C.: Cardiopulmonary resuscitation

policy shall be determined locally and provided in the local Service Plan. First aid policy shall be determined locally. Local Policy: Broward County complies with locally established emergency medical policy. Proper response to emergency medical needs of riders is to immediately contact 911.

Driver Criminal Background Screening

FCTD Standards Training Manual states: "A policy establishing the minimum driver criminal background screening to be performed should be developed and addressed in the service plan." It should be noted that this standard is not required by Rule 41-2 of the F.A.C., the Memorandum of Agreement or the Coordinated Transportation Contracting Instruction. Local Policy: Broward County Driver Roster: CONTRACTOR shall provide COUNTY with updated Driver Rosters by the twentieth (20th) calendar day of each month. Each roster shall indicate driver's name, date of hire, training dates, last Drug & Alcohol test, MVR review date and date of latest criminal record check. Driver Training: CONTRACTOR must provide COUNTY with evidence all drivers have completed the training program

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offered by CONTRACTOR prior to driver providing service. This training shall be included as part of the monthly operating summary package. Additionally, drivers shall be required to participate in a driver training program which may be developed by COUNTY. CONTRACTOR will receive information regarding any COUNTY program. CONTRACTOR shall require all personnel providing transportation under the Agreement to possess the following, which shall be filed with COUNTY Contract Administrator prior to driver providing paratransit service: Current, valid Broward County Chauffeur's Registration in accordance with the requirements of Chapter 22-1/2, Broward County Code of Ordinances. COUNTY shall request State of Florida MVRs for CONTRACTOR'S drivers on a periodic basis. If report shows evidence of violations, COUNTY shall promptly notify CONTRACTOR and the Taxi Section of COUNTY Consumer Affairs Division. CONTRACTOR shall have procedures to periodically review driver's MVR's. Compliance shall be monitored by CTC.

Rider Personal Property Rule 41-2.006 (4) (d), F.A.C.: Passenger property that can

be carried by the passenger and/or driver in one (1) trip and can be safely stowed on the vehicle, shall be allowed to be transported with the passenger at no additional charge. Additional requirements may be negotiated for carrying and loading rider property beyond this amount. Passenger property does not include wheelchairs, child seats, stretchers, secured oxygen, personal assistance devices, or intravenous devices. Local Policy Personal Belongings: "Personal Belongings" shall mean passenger property carried by passenger and safely stowed for transport with the passenger at no additional charge. "Personal Belongings" do not include for purpose of this definition wheelchairs, child seats, stretchers, secured oxygen or personal assistive devices. Personal Property in Vehicles: Any personal property of a client found in a vehicle shall be retained by CONTRACTOR for a minimum of sixty (60) days after which, with prior approval of COUNTY, CONTRACTOR may dispose of said property.

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Advance reservation requirements

Local Policy Advanced Reservation Service: "Advanced Reservation Service" shall mean service which is reserved by the client one (1) to three (3) days in advance. Same Day Service: "Same Day Service" shall mean service is provided on the same day a request for service is made. "Same Day Service": Requests for service made on the same day may be provided at the discretion of County and TOPS! Reservation Center. County attempts to make every reasonable effort to accommodate same day trip requests.

Pick-up Window Local Policy On Time: "On Time" shall mean service vehicle

arriving within fifteen (15) minutes before or fifteen (15) minutes after pick-up time recorded at time of the scheduled trip request. For example, a pick-up is scheduled at 10:15 a.m., riders shall expect to be picked-up between 10:00 a.m. and 10:30 a.m. Vehicle is on time if it arrives no earlier than 10:00 a.m. and no later than 10:30 a.m. Window: "Window" shall mean the period of time allowed prior to and after scheduled time of pick-up of any rider(s). Reservation Hours (Reservations): Requests for Service shall be made available to caller by TOPS! Reservation Center through a telephone operator, seven (7) days-a-week between 8:00 a.m. and 5:00 p.m. Reservations shall be available to client by TOPS! Reservation Center through reservation agents or online. Eligible clients must reserve paratransit service one (1) to three (3) days prior to the date of desired trip Pick-up window will be communicated to client via automated telephone call the evening prior to the trip. Scheduling and Dispatching: All trips must be scheduled by TOPS! Reservation Center and dispatched through CONTRACTOR's local dispatch facility using COUNTY supplied CTMS. The following requirements pertain to scheduling and dispatching: If CONTRACTOR fails to deliver client on time, client shall not be penalized for the return trip if he/she cannot be ready at the scheduled return pick-up time. A window of thirty (30) minutes will be from time client is ready for his/her return trip.

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Measurable Standards/Goals

Standard/Goal

Latest Figures

Is the CTC/Operator meeting the Standard?

Public Transit Ridership: Bus Pass / Program and the Travel Training Program.

CTC 120 120 Yes Allied Medical Transportation, Inc.

N/A N/A

Daniel Cantor Senior Center

N/A N/A

Lucanus Developmental Center

N/A N/A

Medex Transport, Inc.

N/A N/A

City of Miramar N/A N/A

NE Focal Point N/A N/A NW Focal Point N/A N/A Tender Loving Care N/A

N/A On-time performance: AVL/IVR installation completed in October 2013 dramatically improved on-time performance which will be reflected on next evaluation workbook.

CTC 92% 80.10% No Allied Medical Transportation, Inc. 92%

77.11% No

Daniel Cantor Senior Center 92%

97.17% Yes

Lucanus Developmental Center 92%

75.86% No

Medex Transport, Inc. 92%

91.84 % Yes

City of Miramar 92% 97.28% Yes

NE Focal Point 92% 82.71% No

NW Focal Point 92%

98.91% Yes

Tender Loving Care 92%

80.83% No

Passenger In compliance

CTC 10% Yes Allied Medical Transportation, Inc. 10%

5% Yes

Daniel Cantor Senior Center 10%

0%

Yes

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Lucanus Developmental Center 10%

6%

Yes

Medex Transport, Inc. 10%

7% Yes

City of Miramar 10% 0% Yes

NE Focal Point 10% 0% Yes

NW Focal Point 10%

0% Yes

Tender loving Care 10%

5% Yes

Accidents: Reported from the current AOR

CTC 2.5/100,000 miles

CTC N/A

Allied Medical Transportation, Inc. 2.5/100,000 miles

88 Yes

Daniel Cantor Senior Center 2.5/100,000 miles

0 Yes

Lucanus Developmental Center 2.5/100,000 miles

16

Yes

Medex Transport, Inc. 2.5/100,000 miles

9 Yes

City of Miramar 2.5/100,000 miles

0 Yes

NE Focal Point 2.5/100,000 miles

0 Yes

NW Focal Point 2.5/100,000 miles

2 Yes

Tender Loving Care 2.5/100,000 miles

12 5 No

Road calls: Reported from the current AOR

CTC CTC N/A Allied Medical Transportation, Inc.

37 N/A

Daniel Cantor Senior Center

0

N/A Lucanus Developmental Center

72 N/A

Medex Transport, Inc.

60 N/A

City of Miramar 0 N/A NE Focal Point 6 N/A NW Focal Point 1 N/A

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Tender Loving Care 8 N/A

Average Age of Fleet: CTC records

CTC 72% Fleet < 5 years old

Complaints: Rider complaints as reported to CTC (excluding WMR). AVL/IVR installation completed in October 2013 dramatically improved on-time performance, reducing complaints, which will be reflected on next evaluation workbook.

CTC 2.90/1000 Program wide:

4.9/1000

No Allied Medical Transportation, Inc. 2.90/1000

7.1% No

Daniel Cantor Senior Center 2.90/1000

0 Yes

Lucanus Developmental Center 2.90/1000

10.6% No

Medex Transport, Inc. 2.90/1000

4.9% No

City of Miramar 2.90/1000

.7% Yes

NE Focal Point 2.90/1000

1.1% Yes

NW Focal Point 2.90/1000

0 Yes

Tender Loving Care 2.90/1000

3.9%

No

Call-Hold Time: Inktel Direct, TOPS! Reservation Center: *Per Ducati Reporting System.

CTC < 90 seconds

Yes

TOP’s Reservation Center < 90

seconds 22 seconds*

Yes

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LOCAL STANDARDS Findings:

Recommendations:

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PURCHASING AGENCY SURVEY NA Staff making call: Purchasing Agency name: Representative of Purchasing Agency: 1) Do you purchase transportation from the coordinated system? If no, why?

_______________________________________________________________

2) Which transportation operator provides services to your clients? 3) What is the primary purpose of purchasing transportation for your clients?

Medical Employment Education/Training/Day Care Nutritional Life Sustaining/Other

4) On average, how often do your clients use the transportation system?

7 Days/Week -3 Times/Month 1-2 Times/Week 3-5 Times/Week

5) Have you had any unresolved problems with the coordinated transportation system?

Yes No If no, skip to question 7

6) What type of problems have you had with the coordinated system?

Advance notice requirement [specify operator (s)] Cost [specify operator (s)] Service area limits [specify operator (s)] Pick up times not convenient [specify operator (s)] Vehicle condition [specify operator (s)] Lack of passenger assistance [specify operator (s)] Accessibility concerns [specify operator (s)] Complaints about drivers [specify operator (s)] Complaints about timeliness [specify operator (s)] Length of wait for reservations [specify operator (s)] Other [specify operator (s)]

7) Overall, are you satisfied with the transportation you have purchased for your clients?

Yes No If no, why?

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Level of Cost Worksheet 1

Insert Cost page from the AOR. Expense item Community Transportation Coordination TOTAL Coordinator Contractor EXPENSES Labor (501): $ 8,385,781 $2,273,821 $10,659,602 Fringe Benefits (502): $ 775,146 $ 495,212 $ 1,270,358 Services (503): $ 2,403,351 $ 79,037 $ 2,482,388 Materials/Supplies Cons.: $ 3,103,083 $1,307,510 $ 4,410,593 Utilities (505): $ 421,425 $ 100,996 $ 522,321 Casualty and Liability (506): $ 1,624835 $ 440,375 $ 2,065,210 Taxes (507): $ 713,520 $ 18,840 $ 732,360 Purchased Trans Serv (508) $0 $ 0 --- $ 0 --- Bus Pass Expenses: $ 60,900 $ 35,824 $ 96,724 School Bus Expenses: $ 0.00 $ 0.00 $ 0.00 Other: $ 0.00 $1,848,397 $ 1,848,397 Miscellaneous (509): $ 277,664 $ 16,329 $ 293,993 Interest (511): $ 62,812 $ 316 $ 63,128 Leases and Rentals (512): $ 640,634 $ 27,720 $ 668,354 Annual Depreciation (513): $ 900,098 $ 291,491 $ 1,191,589 Contributed Services (530): $ 37,282 $ 116,133 $ 153,415 Allocated Indirect Expenses: $ 242,901 $ 61,442 $ 304,343 GRAND TOTAL: $19,649,332 $7,113,443 $26,762,775

Level of Competition Worksheet 2

1. Inventory of Transportation Operators in the Service Area Column

A Operator

s Available

Column B Operators

Contracted in the System.

Column C Include Trips

Column D % of all Trips

Private Non-Profit 119 20 358,951 8% Private For-Profit 121 11 741,481 17% Government 24 6 224,299 5% Public Transit Agency 1 1 3,149,955 70%

Total 265 38 4,474,686 100% 2. How many of the operators are coordination contractors? 35 3. Of the operators included in the local coordinated system, how many have the

capability of expanding capacity? Given the funding, all of them.

Does the CTC have the ability to expand? Yes

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4. Indicate the date the latest transportation operator was brought into the system. 03/19/12 Ann Storck Center

5. Does the CTC have a competitive procurement process? Yes 6. In the past five (5) years, how many times have the following methods been used in

selection of the transportation operators?

1 Low bid Requests for proposals Requests for qualifications Requests for interested parties Negotiation only 1 Requests for Letters of Interest

Which of the methods listed on the previous page was used to select the current

operators?

Request for Letters of Interest

7. Which of the following items are incorporated in the review and selection of

transportation operators for inclusion in the coordinated system?

Capabilities of operator Scope of Work X Age of company X Safety Program X Previous experience X Capacity X Management X Training Program X Qualifications of staff X Insurance X Resources X Accident History X Economies of Scale X Quality X Contract Monitoring X Community Knowledge X Reporting Capabilities X Cost of the Contracting Process X Financial Strength X Price Performance Bond Distribution of Costs X Responsiveness to Solicitation Other: (list)

8. If a competitive bid or request for proposals has been used to select the

transportation operators, to how many potential operators was the request distributed in the most recently completed process? 344

How many responded? 11 The request for bids/proposals was distributed:

X Locally X Statewide X Nationally 9. Has the CTC reviewed the possibilities of competitively contracting any services

other than transportation provision (such as fuel, maintenance, etc…)? Yes – Page 36

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centralized reservation service

Level of Availability (Coordination) Worksheet 3

Planning – What are the coordinated plans for transporting the TD population? Coordinated plans for transporting the TD population are described in Broward County’s TDSP. The TDSP is updated annually by MPO and CTC and adherence to the plan is closely monitored. See TDSP Introduction and Service Analysis- to view the current TDSP plan visit http://www.browardmpo.org/programs/transportation-disadvantaged

Public Information – How is public information distributed about transportation services in the community? Coordinated plans for transporting the TD population are described in Broward County’s TDSP. The TDSP is updated annually by MPO and CTC and adherence to the plan is closely monitored. See TDSP MPO Public Involvement Plan to view the current TDSP plan visit http://www.browardmpo.org/programs/transportation-disadvantaged

Certification – How are individual certifications and registrations coordinated for local TD transportation services? TD Trips - Pursuant to Chapter 427 Florida Statutes, Broward County as the CTC under direction from CTDand in cooperation with the LCB, developed local eligibility guidelines. CTC requires a written application for TD eligible clients, of whom there are currently 738 registered with TOPS! paratransit service. CTC and LCB have an established eligibility appeal process for clients. CTC, in cooperation with the LCB, established a seven (7) member review committee appointed by the LCB for TD eligibility appeals if so desired by the applicant. Applicant may request a review of the application by CTC program manager. TOPS! performs over 181,018 TD trips annually.

Eligibility Records – What system is used to coordinate which individuals are eligible for special transportation services in the community? ADA: ADA Eligible Trips - BCT is responsible for providing complementary paratransit services under the Americans with Disabilities Act of 1990. Clients under this service are eligible based upon Federal ADA Rules and Regulations. There are currently 12,328 eligible ADA clients registered with TOPS! paratransit service. ADA eligibility is determined by applicant’s functional limitations in demonstrating ability to use a fixed-route bus and/or navigate the fixed-route system. Applicants complete a written application. A physician of the applicant’s choice completes the medical section. Completed applications are reviewed by a third-party BCT-contracted medical functional assessment facility. Those applicants not receiving presumptive approval are sent for an assessment to determine appropriate service - ADA paratransit or fixed-route bus service. Assessments are conducted by a team of specifically trained professionals including physical and occupational therapists and comprise functional, cognitive, visual and respiratory evaluations. When determined applicant is not eligible for ADA paratransit service and fixed-route service is indicated, travel training is offered at no cost to applicant. Applicants who qualify and are enrolled in ADA paratransit service must apply for re-certification every three (3) years. CTC has established an eligibility appeals board that meets as needed. BCT’s Paratransit Services Section staff processed 4,879 applications for ADA and TD paratransit service this reporting period.

Call Intake – To what extent is transportation coordinated to ensure that a user can reach a Reservationist on the first call?

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Telephone Services: Courteous and Polite Dealings: TOPS! Reservation Center shall ensure personnel assigned to service telephone lines maintain a courteous and polite attitude relating to services. All personnel assigned to service telephone lines shall announce their names in all telephone calls related to services addressed within this Agreement. Full Access To Service: Clients (within service area) shall be provided full, easy, and toll-free access to paratransit services. Full access shall include Telephone Devices for the Deaf (TDD), and/or use of the Florida Relay Service provided by BellSouth (1-800-955-8770). TOPS! Reservation Center shall have staff trained in proper TDD usage and available to answer during all service hours. Customer Telephone Line: Client reservation telephone lines shall be exclusively utilized for paratransit service client services and shall not be used by TOPS! Reservation Center for any other purpose. Telephone lines must be answered by properly trained staff during all service hours. Answering and On-Hold Time Standards: TOPS! Reservation Center shall establish a system to ensure calls shall be answered within five (5) rings and on-hold time shall be kept at minimum while clients are booking transportation. Maximum hold time shall be defined as no more than ninety (90) seconds. TOPS! Reservation Center shall establish a plan detailing how on-hold times may be kept to a minimum. This plan shall include maximum estimated hold times for both peak and off-peak travel times. Approximate peak times on weekdays are 6:00 a.m. until 9:00 a.m. and 3:00 p.m. until 5:00 p.m. Reporting Function: TOPS! Reservation Center shall have a reporting function on the telephone system which measures: number of calls by function, average length of call, hold times, abandoned calls, cancellations and other reporting capabilities. Hotline: TOPS! Reservation Center shall provide a “hotline” telephone number (unpublished) for exclusive use by COUNTY staff. Telephone hotline shall provide for direct communication in resolving day-to-day operational issues and shall be active and functioning during all hours of service delivery. The hotline shall be answered within five (5) rings and on-hold time shall be kept at a minimum. Maximum on-hold time shall be defined as no more than ninety (90) seconds. Hotline telephone number shall be supplied to COUNTY prior to initiating service and shall not be provided to other parties.

Reservations – What is the reservation process? How is the duplication of a reservation prevented? Reservation Hours (Reservations): All requests for service shall be made available to client through TOPS! Reservation Call Center at 1-866-682-2258 or online. Reservations service operates seven (7) days-a-week between 8:00 a.m. and 5:00 p.m. and online reservations are available twenty-four (24) hours a day, seven (7) days a week. Eligible clients shall reserve paratransit service one (1) to three (3) days prior to requested date of service. Pick-up times may be negotiated provided all negotiations comply with ADA regulations. All reservations are booked into CTMS at the actual time of request and required data fields are updated, verified and entire reservation is read back to client for their approval. All reservations received during the day at TOPS! Reservations Center are constantly monitored and scheduled for efficiency, effectiveness and productivity. Required Records: For each call, call taker shall, at a minimum, record the following information on the CTMS reservation screen:

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A. Name of client.

B. Appropriate funding component of service.

C. Client’s Paratransit Service Identification Number.

D. Pick-up location.

E. Drop-off location. F. Desired drop-off time/appointment time G. Telephone number where caller can be reached.

H. Number in party (including PCA and/or companion).

Trip Allocation – How is the allocation of trip requests to providers coordinated? Trip/client/ allocations are determined during contract negotiations prior to execution of the agreement between CTC and transportation operators. Please note assigned site locations were voided at the start of the current Paratransit contract effective 01/01/2010.

Scheduling – How is the trip assignment to vehicles coordinated? Scheduling: All trips must be scheduled through TOPS! Reservation Center. CONTRACTORS locally dispatch from Call Center supplied CTMS manifest. The following are requirements pertaining to scheduling and dispatching: A. Client is not permitted to request a specific driver. B. Appointment times and locations shall be confirmed with caller at time trip is reserved. C. Any changes made to an existing reservation shall be accompanied by supporting documentation a CTMS entry. D. If CONTRACTOR fails to deliver client to appointment on time, client shall not be penalized for return trip in the event client cannot be ready at scheduled return pick-up time. A window of thirty (30) minutes shall be given in situations involving late delivery to appointments from time client is ready for return trip. E. Pick-up window for medical return will-call trips shall be one (1) hour from time client calls TOPS! Reservation Center for return trip. Pick-ups beyond one (1) hour shall be considered a late trip.

Transport – How are the actual transportation services and modes of transportation coordinated? Transportation providers are responsible for the actual provision of services set forth in their formal agreements with CTC.

Dispatching – How is the real time communication and direction of drivers coordinated?

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Scheduling: All trips must be scheduled through TOPS! Reservation Center. CONTRACTOR’s dispatchers are required to communicate with drivers per Local Policy: Broward County Communication: CONTRACTOR shall be required to provide a base radio station and two-way mobile radios and/or cellular telephones for CONTRACTOR owned vehicles and sufficient portable two-way radios and/or cellular telephones to enable office and field supervisors to communicate with each other and dispatch staff.

General Service Monitoring – How is the overseeing of transportation operators coordinated? CTC staff monitors performance of transportation operators through on-site visits, random audits of trip records, examination of invoices and monthly reports, customer complaints and careful monitoring of contractual service standards.

Daily Service Monitoring – How are real-time resolutions to trip problems coordinated? CTC staff, customer service representatives, MPO staff, other County staff and contracted operators work very closely together and with clients to resolve day-to-day service issues that arise, often with immediate resolution. CTC staff coordinates and documents all efforts.

Trip Reconciliation – How is the confirmation of official trips coordinated? CTMS tracks and reports coordination of trips.

Billing – How is the process for requesting and processing fares, payments and reimbursements coordinated? Invoices are generated by CTMS, reviewed for accuracy and approved by CTC staff and processed for payment by BCT.

Reporting – How is operating information reported, compiled and examined? Reporting requirements are specified in formal agreements with operators and coordination contractors. CTC staff compiles, examines and approves all reports.

Cost Resources – How are costs shared between coordinator and operators (s) in order to reduce overall costs of the coordinated program? Administration services related to the program (eligibility, customer service, and quality control) are performed by CTC. The operators’ Scope of Services is related to on-street performance.

Information Resources – How is information shared with other organizations to ensure smooth service provision and increased service provision? Information is shared during meetings with the, Broward County Advisory Board for Individuals with Disabilities, Broward MPO, Broward MPO Community Involvement Roundtable South Florida Regional Transportation Authority’s ADA Advisory Committee, Paralyzed Veterans Association of Florida ADA Advisory Committee, Broward County Special Needs Task Force, Broward County Dialysis Committee, Agency for Persons with

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Disabilities, CTD staff and meetings with other organizations in Broward County (Communities Parent’s Support Group, Learning Center for Vision Impaired Seniors, Lighthouse of Broward, Plantation Kidney Center, St. Elizabeth’s Gardens, National Federation of the Blind of Broward County, FMC Fresinius Dialysis Center, City of Pembroke Pines, Southwest Focal Point Senior Center, Tamarac Community Center, Employment Coalition of Florida, Tamarac Artificial Kidney Center, Center for Independent Living’s Disaster Preparedness, Health and Wellness Resource Fair the 2013 Disabilities Expo at Nova Southeastern University.

Overall – What type of formal agreement does the CTC have with organizations, which provide transportation in the community? CTC has four (4) formal service contract agreements with operators of the paratransit system and thirty-five (35) formal agreements with all coordination contractors.

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Lucanus Center Contact Person Chris Buckley

1. Do the riders call you directly to cancel a trip? No. 2. Do the riders call you directly to issue a complaint? No. 3. Do you have a toll free phone number for riders to issue commendations or complaints posted on the interior of vehicles? Yes Is it the CC's number? Yes 4. Are your invoices paid in a timely manner? Yes 5. Does the CTC give you adequate time to report statistics? Yes 6. Have you experienced problems with the CTC? No If yes, what type of problems? Any comments? No

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May 2014

Summary Evaluation of Service Provider

Provider Interviewer:

It was clear to me during my interview that Medex takes transporting passengers seriously and is

committed to providing professional quality service. Also that the provider genuinely cares about the

implementation of an effective and efficient system with manifest route planners (when the computer

program cannot process all the info) who know the area and routes that make sense and serve both the

passenger(s) and driver.

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May 2014

Summary Evaluation of On Site Observation TOPS

Ghost Ride:

Received automated call from TOPS after 9PM on 5/28. Did not receive an automated 8-12 minute

“warning” call about arrival on 5/29/14. Driver was 4 minutes early. I was the first passenger of the day

– in SW Broward off of Sheridan Street and next to I-75. Driver, Tony, was courteous and opened door

etc. I sat in the “shotgun” seat of minivan. I learned he had been a driver for 7 years. While glove box

labeled “fire extinguisher” was visible the contact # for TD Hotline was not visible unless I looked behind

me intentionally trying to find it– personally I think it should be within view of any seat in vehicle. I

could see from the manifest that we were on to Sunrise and then to Tamarac. Instead of taking I-75 to

Sawgrass/Sunrise Blvd the driver took I-75 to 595 and exited at Pine Island to avoid the toll road since he

shared that he could not take a toll road without approval. He then had to go west to his next pick-up.

If he had a Sunpass he would have arrived at his destination more quickly. He picked up a passenger

with a walker. She needed his assistance to enter the van because it was difficult for her to step into the

vehicle due to the height of the step. The driver was patient, kind and helpful and made sure she had

her seatbelt on. The ride was peaceful and pleasant. My only area of safety concern is that the driver

did not wear a seatbelt. I arrived at my destination within 5 minutes of my requested arrival time. I was

a passenger in the vehicle for 60 minutes which included the onboarding of 2 additional passengers.

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On-Site Observation Form ON-SITE OBSERVATION OF THE SYSTEM

RIDE A VEHICLE WITHIN THE COORDINATED SYSTEM. REQUEST A COPY OF THE MANIFEST PAGE THAT CONTAINS THIS TRIP.

Date of Observation: 05/09/2014 Please list any special guests that were present: Deborah A. Ryan Location: 1511 N Hiatus Rd. Pembroke Pines FL 33026 Number of Passengers picked up/dropped off: 2 Ambulatory X Non-Ambulatory Was the driver on time? X Yes No, how many minutes late/early? Did the driver provide any passenger assistance? X Yes No Was the driver wearing any identification? X Yes: Uniform Name Tag X ID Badge No Did the driver render an appropriate greeting? X Yes No Driver regularly transports the rider, not necessary If CTC has a policy on seat belts, did the driver ensure the passengers were properly belted? X Yes No Was the vehicle neat and clean, and free from dirt, torn upholstery, damaged or broken seats, protruding metal or other objects? X Yes No Is there a sign posted on the interior of the vehicle with both a local phone number and the TD Helpline for comments/complaints/commendations? X Yes No Does the vehicle have working heat and air conditioning? X Yes No Does the vehicle have two-way communications in good working order? X Yes No If used, was the lift in good working order? Yes No Was there safe and appropriate seating for all passengers? Yes No Did the driver properly use the lift and secure the passenger? Yes No If no, please explain:

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On-Site Observation Form ON-SITE OBSERVATION OF THE SYSTEM

RIDE A VEHICLE WITHIN THE COORDINATED SYSTEM. REQUEST A COPY OF THE MANIFEST PAGE THAT CONTAINS THIS TRIP.

Date of Observation: 05/20/2014 Please list any special guests that were present: Thomas P. Ryan Location: 1511 N Hiatus Rd. Pembroke Pines FL 33026 Number of Passengers picked up/dropped off: 2 Ambulatory X Non-Ambulatory Was the driver on time? X Yes No, how many minutes late/early? Did the driver provide any passenger assistance? X Yes No Was the driver wearing any identification? X Yes: Uniform Name Tag X ID Badge No Did the driver render an appropriate greeting? X Yes No Driver regularly transports the rider, not necessary If CTC has a policy on seat belts, did the driver ensure the passengers were properly belted? X Yes No Does the vehicle have working heat and air conditioning? X Yes No Does the vehicle have two-way communications in good working order? X Yes No If used, was the lift in good working order? Yes No Was there safe and appropriate seating for all passengers? X Yes No Did the driver properly use the lift and secure the passenger? Yes No If no, please explain: Driver was Roland arrived 10 minutes before window. Had another passenger that was dropped before I was taken to my drop. Arrived at my drop by 11:30 AM. Second trip to home arrived on time. Was told that we would go to Miami first. Tom called call center, and they could do nothing about it. He also called Paul Strobis and gave the information of the trip. This trip much longer than the first one. Arrived home about 2:30 PM. Person was picked up in Miami Gardens and taken to west Pembroke Pines before taking us home.. added time to trip was about 40 minutes. I find this very inappropriate.

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Riders Survey

Age Group from home is good (back is to early/will come back 2 hours later.

Status

Primary Address

Primary City

Primary Zip Code

SENIORS

ACTIVE

COCONUT CREEK

Not using, was told she could only use TOPS to go to a doctor.

SENIORS

ACTIVE

Zip code 33066

Took him out of county first/his trip was to go to the V.A… Will not use as it is so bad.

SENIORS

ACTIVE

Zip code 33021

Will not use TOPS as trips cost to much.

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ADULTS

ACTIVE

Zip code 33068

She is using service for doctors and is happy.

SENIORS

ACTIVE

Zip code 33068

She said it is time for renewel.

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COMMITTEE MEETING SUMMARY LOCAL COORDINATING BOARD FOR THE TRANSPORTATION DISADVANTAGED

Monday, May 19, 2014 100 West Cypress Creek Road, Suite 850


LCB Committee Members Present Melanie Magill, representing Local Workforce Development Board Sharon Ross, representing Veterans’ Concerns Tom Ryan, representing Citizen Advocate / System User Karen Caputo, representing For Profit Transportation Robert J. Siedlecki, representing Persons Over 60 Judith Elfont, representing Local Medical Community Nancy Weizman, representing Florida Department of Transportation, Dist. 4 Also Present Chair Joy Cooper, Mayor of Hallandale Beach Priscila Clawges, Transportation Disadvantaged Program Manager, Broward MPO Staff Debbie Ryan, Citizen Advocate / System User George Robert, Veterans’ Concerns Paul Strobis, Broward County Transit (BCT) Paratransit Director Steve Ullman, Broward County Transit (BCT) Community Transit Officer Chris Ryan, Broward MPO Staff Michael Ronskavitz, Broward MPO Staff Carmen Ramirez, Dan Marino Foundation A Committee meeting of the Local Coordinating Board for Transportation Disadvantaged Services was held at 2:00 p.m. on Monday, May 19, 2014, in Broward Metropolitan Planning Organization’s Board Room at 100 West Cypress Creek Road, Fort Lauderdale, Florida. Chair Cooper called the meeting to order at 2:04 p.m. and the Pledge of Allegiance was recited. The Committee approved by unanimous vote the agenda, following the agenda approval the Committee elected Melanie Magill as Chairperson. The Committee reviewed the LCB Bylaws, the LCB Complaint & Grievance Procedures, and the CTC Workbook Evaluations. The following changes and recommendations were unanimously approved by the Committee Members. The recommendations are as follows: 2014 LCB BYLAWS RECOMMENDATIONS/COMMENTS (changes in red)

Section 1.08 Meetings, Workshops, and Public Hearings 1.081 The regular meeting of the LCB shall be held as of the as necessary, however, the LCB shall meet at least quarterly on the third fourth Monday of such month at a time and place designated by the LCB.

2014 LCB COMPLAINT & GRIEVANCE PROCEDURES RECOMMENDATIONS/COMMENTS

The LCB Committee unanimously agreed that no updates are needed at this time to the LCB Complaint & Grievance Procedures.

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2014 CTC EVALUATION COMMITTEE RECOMMENDATIONS/COMMENTS (FY July 1, 2012/ June 30, 2013)

A. CTC WORKBOOK RECOMMENDATIONS AND COMMENTS (recommendations and comments in bold) CTC responses in red

Page 6- question #3 – Include the driver training program information to the CTC workbook. Driver Training Program shall include a minimum of eighty (80) hours of training prior to driving a service vehicle. This shall include the following: Passenger Assistance Technique; Defensive Driver; Responding to Client Incidents; Vehicle breakdown, Vehicle and/or Passenger Accidents; Vehicle Orientation; Trip Scheduling; and biannual refresher classes. Page 6- question #4 – “CTC requests MVRs for Contractor's drivers on a periodic basis.” Please clarify and explain the periodic time frame. Per Contract “County may request and review State of Florida MVRs for Contractor’s drivers on a monthly basis”. Pages 7- question #12- “Other: Accident/incident reports/briefs/findings, training activities/certifications, including sensitivity training and education, key personnel changes and suggested improvements.” Please Include the training information mentioned. Language from Contractor Service Agreement (See page 6, #3). Page 8 – question #13- “Complaints received concerning a vehicle or equipment, vehicle must report to CTC's facility the next business day for inspection.” Please reword this sentence for clarity. Complaints received concerning any vehicle or its equipment, at CTC’s discretion, may require vehicle to report to CTC’s facility. If the complaint is related to safety issues, vehicle must report to the CTC immediately. Page 14 – How much does the insurance cost (per operator)? – Why is the NE Focal Point (Miramar) and Tender Loving Care showing N/A for insurance cost? Please explain. TLC – No longer provider, MIRAMAR – Self-insured municipality

Page 23- Payment- “COUNTY will remit payment to CONTRACTOR within thirty (30) days from date each report is received pursuant to Article 7.1. COUNTY shall comply with provisions of the "Florida Prompt Payment Act" as required by Section 1-51.6 of Broward County Code of Ordinances.” Please clarify the start of the (30) days period. Per contract language, “COUNTY shall remit payment to CONTRACTOR within thirty (30) calendar days of receipt of CONTRACTOR’s completed monthly report and proper invoice as set forth in Article 8. COUNTY shall comply with provisions of the "Florida Prompt Payment Act" as required by Section 1-51.6 of Broward County Code of Ordinances.”

Page 27- Use, Responsibility, and cost of child restraint devices- “Children One-to-Four Years of Age/Back Seat: Children one (1)-to-four (4) years of age must use a child safety seat or regular seat belts when they ride in the back seat.” Please verify the age requirements for child restraint devices. Verified - Correct

Page 28- Driver Criminal Background Screening- “CONTRACTOR shall have procedures to periodically review driver's MVR's. Compliance shall be monitored by CTC.” When is this being done and what is the time frame for reporting and reviewing? Background check completed biannually when the chauffeur’s license is renewed.

Page 42- Call reservations- the verbiage on this page is written as “Shall be” for the telephone and reservations services, is this program currently in place? If the program is in place than change the verbiage to “established”. “Shall” is the verbiage used in the contact and required by the County Attorney. Page 42- Reporting Function- please clarify if the reporting function has been implemented. Yes, established in formal agreements with operators.

Page 42- Hotline - please clarify if the TOPS hotline telephone has been provided for exclusive use by County staff. Yes

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B. GENERAL RECOMMENDATIONS Broward County Board of County Commissioners should continue as the CTC

By unanimous decision, the committee members approved the CTC Evaluation and that Broward County Board of County Commissioners continue as the CTC, with the recommendations to be presented to the CTC for responses before the next LCB Meeting on June 30, 2014. Meeting Adjourned at 2:32pm



June 30, 2014

REQUESTED ACTION: MOTION TO APPROVE the LCB Bylaws WHY THIS ACTION IS NECESSARY: This action is required by Chapter 427, Florida Statutes, Rule 41-2, F.A.C. and the TD Planning Grant Agreement. SUMMARY EXPLANATION/BACKGROUND:

The Bylaws of the LCB serve to guide the transportation disadvantaged coordination process by the LCB for Broward County. These rules provide general procedures and policies for the LCB fulfilling the requirements of Chapter 427, Florida Statutes, Rule 41-2, F.A.C. and the TD Planning Grant Agreement.

The LCB Committee met on May 19, 2014 and made recommendations to the LCB Bylaws in accordance with the Commission for the Transportation Disadvantaged (CTD) most recent CTD’s LCB and Planning Agency Operating Guidelines Attachment 1.

Please see Attachment 2 for the LCB Committee Report and Recommendations on the Bylaws, refer to page 1 of 3.

Please see Attachment 3 for the LCB Bylaws.

ATTACHMENTS: 1. CTD’s LCB & Planning Agency Operating Guidelines

2. LCB Committee Recommendations on the LCB Bylaws

3. LCB Bylaws



LOCAL COORDINATING BOARD AND

PLANNING AGENCY OPERATING GUIDELINES

Issued By:

FLORIDA COMMISSION FOR THE TRANSPORTATION DISADVANTAGED 605 Suwannee Street, Mail Station 49

Tallahassee, Florida 32399-0450 850-410-5700

Fax 850-410-5752 Internet http://www.dot.state.fl.us/ctd

April 2014

http://www.dot.state.fl.us/ctd

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Local Coordinating Board and Planning Agency Operating Guidelines April 2014 Page 2 of 8

I. INTRODUCTION The purpose of these guidelines is to give clear instructions and uniform guidance in the administration, duties, and operating practices of local Coordinating Boards (LCB) and Planning Agencies.

II. PURPOSE OF THE LOCAL COORDINATING BOARD The purpose of each LCB is to develop local service needs and to provide information, advice and direction to the Community Transportation Coordinator (CTC) on the coordination of services to be provided to the transportation disadvantaged within their local service area. In general, the LCB is considered an advisory body. (Section 427.0157, Florida Statutes).

III. ADMINISTRATION OF THE LOCAL COORDINATING BOARD A. Planning Agency Responsibilities

The Metropolitan Planning Organization (MPO) or Designated Official Planning Agency (DOPA), also uniformly referred to as the Planning Agency, shall provide the LCB with sufficient staff support and resources to enable the LCB to fulfill its responsibilities as set forth in Chapter 427, Florida Statutes. These responsibilities include providing sufficient staff to manage and oversee the duties of the LCB. This includes, but is not limited to, assistance in the scheduling of meetings; training board members; evaluating cost effectiveness; reviewing the local Transportation Disadvantaged Service Plan (TDSP); preparing, duplicating, and distributing meeting packets; and other necessary administrative duties and costs, as appropriate.

B. Meetings

The LCB shall meet at least quarterly. All meetings, including committee meetings, will function under the “Government in the Sunshine Law.” All meetings will provide opportunity for public comments on their agenda. Planning Agency staff shall make every effort to secure a quorum. In situations where a quorum is not obtained, the members present may elect to either 1. Cancel the meeting and reschedule the meeting at a later date, or, 2. Continue to meet and discuss agenda items for informational purposes only.

Agenda items that need formal action shall be presented at a future meeting where a quorum is present.

LCB Members can participate (and vote) in meetings via conference call, however, a physical quorum must be present to vote on action items.

C. Meeting Notices

1. Full Board Meeting Notices All LCB meetings, public hearings, committee meetings, etc., shall be advertised, at a minimum, in the largest general circulation newspaper in the designated service area prior to the meeting.


Meeting notice shall include date, time, and location, general nature/subject of the meeting, and a contact person and number to call for additional information and request accessible formats.

Planning Agency staff shall provide the agenda and meeting package to the Commission, LCB members and all other interested parties prior to the meeting. Special consideration to the advanced delivery time of certain technical or detailed documents, such as the TDSP, shall be given for additional review time. The agenda shall include a public participation opportunity.

2. Emergency Meeting Notices and Committee Meeting Notices Planning Agency staff shall give the Commission, LCB members and all interested parties one week notice, if possible, of the date, time, location, and proposed agenda for the LCB committee meetings and emergency meetings. Meeting materials shall be provided as early as possible. Emergency/ Committee Meetings shall be advertised at a minimum, in the largest general circulation newspaper in the designated service area as soon as possible prior to the meeting.

D. Minutes Planning Agency staff is responsible for preparing and maintaining an official set of minutes for each LCB meeting regardless of the presence of a quorum. The minutes shall be prepared in a reasonable time following the meeting and shall include an attendance roster indicating what agency, organization or position each member represents and reflect a summary of official actions taken by the LCB. The record of official actions shall include who made and seconded the motion, as well as who voted for and against the motions. If there is no quorum, action items will be tabled until the next LCB meeting. Minutes shall reflect that no official action was taken and a summary of discussion. Meeting minutes shall be provided at the next regularly scheduled LCB meeting for approval. Copies of approved minutes shall be sent to the Commission in the quarterly report. Committee meetings minutes may be in the form of a brief summary of basic points, discussions, decisions, and recommendations to the full board.

IV. LOCAL COORDINATING BOARD MEMBERSHIP

A. OFFICERS

1. CHAIRPERSON

The Planning Agency shall appoint an elected official to serve as the official Chairperson for all LCB meetings. The appointed chairperson shall be an elected official from the county that the LCB serves (41-2.012(1) FAC). For a multi-county LCB, the Chairperson shall be from one of the counties involved. The Chairperson shall serve until their elected term of office has expired or


otherwise replaced by the Designate Official Planning Agency. The Planning Agency shall replace or reappoint the Chairperson at the end of his/her term.

2. VICE-CHAIRPERSON

The LCB shall hold an annual organizational meeting for the purpose of electing a Vice-Chairperson (41-2.012(2) FAC). The Vice Chairperson shall be elected by a majority vote of a quorum of the members of the LCB members. The Vice Chairperson shall serve a term of one year starting with the first meeting after the election. For a multi-county board, an elected official not serving as the Chairperson shall serve as Vice Chairperson. In the event of the Chairperson’s absence, the Vice Chairperson shall assume the duties of the Chairperson and conduct the meeting. The Vice Chairperson may serve more than one term.

B. VOTING MEMBERS

1. An elected official from the service area, serving as the chairperson; 2. A local representative of the Florida Department of Transportation; 3. A local representative of the Florida Department Children and Family Services; 4. A representative of the Public Education Community which could include, but

not be limited to, a representative of the District School Board, School Board Transportation Office, or Headstart Program in areas where the School District is responsible;

5. In areas where they exist, a local representative of the Florida Division of Vocational Rehabilitation or the Division of Blind Services, representing the Department of Education;

6. A person who is recognized by the Veterans Service Office representing the veterans in the county;

7. A person who is recognized by the Florida Association for Community Action (President) representing the economically disadvantaged in the county;

8. A person over sixty representing the elderly in the county; 9. A person with a disability representing the disabled in the county; 10. Two citizen advocate representatives in the county; one who must be a person

who uses the transportation service(s) of the system as their primary means of transportation;

11. A local representative for children at risk; 12. In areas where they exist, the Chairperson or designee of the local Mass

Transit or Public Transit System’s Board, except in cases where they are also the CTC.

13. A local representative of the Florida Department of Elder Affairs; 14. An experienced representative of the local private for profit transportation

industry. In areas where such representative is not available, a local private non-profit representative will be appointed except where said representative is also the CTC. In cases where no private for-profit or private non-profit representatives are available in the service area, this position will not exist on the LCB;

15. A local representative of the Florida Agency for Health Care Administration;


16. A representative of the Regional Workforce Development Board established in Chapter 445, Florida Statutes; and

17. A representative of the local medical community, which may include, but not be limited to, kidney dialysis centers, long term care facilities, assisted living facilities, hospitals, local health department or other home and community based services, etc.

It is the intent of the Commission for the membership of every LCB to not only consist of individuals who represent the appropriate governmental agencies or groups of people as defined above, but also for the membership to represent, to the maximum degree possible a cross section of their local community. No employee of a CTC shall serve as voting member of the LCB. However, an elected official serving as Chairperson of the Coordinating Board, or other governmental employees that are not employed for the purpose of making provisions for transportation and are not directly supervised by the CTC shall not be precluded from serving as voting members of the LCB.

C. TECHNICAL ADVISORS – NON-VOTING MEMBERS

Upon a majority vote of a quorum of the LCB, technical advisors may be approved for the purpose of providing the LCB with technical advice as necessary.

D. MULTI-COUNTY COORDINATING BOARDS - 41-2.012(1) FAC The Planning Agency may appoint multi-county LCBs to meet the service needs of the transportation disadvantaged in two or more counties based on these guidelines, and when agreed upon in writing by all county commissions in each county to be covered in the service area. The multi-county LCB will be made up of the same membership of the aforementioned single-county LCB with the following exception: An elected official from each county of the multi-county service area will be appointed to the LCB, one of which will serve as Chair of the LCB and one as the Vice Chair.

E. ALTERNATES

1. Alternates are to be appointed in writing to the Planning Agency by an agency representative. Non-agency alternates may be appointed by the Planning Agency, if desired.

2. Each alternate may vote only in the absence of that member on a one-vote-per-member basis.

3. Alternates for a LCB member who cannot attend a meeting must be a representative of the same interest as the primary member.

V. TERMS OF APPOINTMENT

Except for the Chairperson and state agency representatives, the members of the LCB shall be appointed for three year staggered terms with initial memberships being appointed equally for one, two and three years to avoid a significant turnover during a


particular period (41-2.012(4) FAC). The Chairperson shall serve until their elected term of office has expired or otherwise replaced by the Designate Official Planning Agency.

VI. ATTENDANCE The Planning Agency shall review, and consider rescinding, the appointment of any member of the LCB who fails to attend three consecutive meetings. The LCB shall notify the Commission if any state agency voting member or their alternate fails to attend three consecutive meetings. The Planning Agency must complete attendance roster for each local coordinating board meeting. LCB Members can participate (and vote) in meetings via conference call, however, a physical quorum must be present to vote on action items.

VII. BY-LAWS AND PARLIAMENTARY PROCEDURES The LCB shall develop and adopt a set of by-laws. The by-laws shall state that the LCB will conduct business using parliamentary procedures according to Robert’s Rules of Order, unless stated otherwise in the by-laws. The by-laws shall be reviewed, updated (if necessary), and adopted annually. It is recommended that the by-laws are reviewed and approved during the first quarter (July-September). Approved by-laws shall be submitted to the Commission.

VIII. LOCAL COORDINATING BOARD DUTIES

The LCB shall:

A. Review and make recommendations regarding the approval of the Memorandum of Agreement between the newly recommended CTC and the Commission.

B. Annually review, make recommendations and approve the Transportation

Disadvantaged Service Plan (TDSP). The LCB shall ensure that the TDSP has been developed by involving all appropriate parties in the process.

C. Annually, provide the MPO/planning agency with an evaluation of the CTC’s

performance in general and relative to Insurance, Safety Requirements and Standards as referenced in Rule 41-2.006, FAC, and the performance results of the most recent TDSP (41-2.012(5)(b) FAC). As part of the CTC’s performance, the LCB shall also set an annual percentage goal increase (or establish a percentage) for the number of trips provided within the system to be on public transit. The LCB shall utilize the Commission’s Quality Assurance Performance Evaluation Tool to evaluate the performance of the CTC. This evaluation Tool and Summary will be submitted to the Commission upon approval by the LCB. In areas where a planning agency serves as the CTC, the planning agency shall abstain from any official actions that represent a conflict of interest, especially in the evaluation process of the CTC.

D. In cooperation with the CTC, review and provide recommendations to the

Commission and the MPO or Designated Official Planning Agency, on all applications for local government, state or federal funds relating to transportation of the transportation disadvantaged in the designated service area to ensure that any


expenditures within the designated service area are provided in the most cost effective and efficient manner (427.0157(3), FS). The accomplishment of this requirement shall include the development and implementation of a process by which the Coordinating Board and CTC have an opportunity to become aware of any federal, state or local government funding requests and provide recommendations regarding the expenditure of such funds. Such funds may include expenditures for operating, capital or administrative needs. Such a process should include at least:

1. The review of applications to ensure that they are consistent with the TDSP. This review shall consider: a) The need for the requested funds or services; b) Consistency with local government comprehensive plans; c) Coordination with local transit agencies, including the CTC; d) Consistency with the TDSP; e) Whether such funds are adequately budgeted amounts for the services

expected; and, f) Whether such funds will be spent in a manner consistent with the

requirements of coordinated transportation laws and regulations.

2. Notify the Commission of any unresolved funding requests without delays in the application process.

E. When requested, assist the CTC in establishing eligibility guidelines and trip

priorities. F. Review coordination strategies or service provision to the transportation

disadvantaged in the designated service area to seek innovative ways to improve cost effectiveness, efficiency, safety, working hours and types of service in an effort to increase ridership to a broader population (427.0157(5) FS). Such strategies should include:

1. Supporting inter- and intra-county agreements to improve coordination as a

way to reduce costs for service delivery, maintenance, insurance, or other identified strategies; and

2. Seeking the involvement of the private and public sector, volunteers, public

transit, school districts, elected officials and others in any plan for improved service delivery.

G. Appoint a Grievance Committee to serve as a mediator to hear and investigate

grievances, from agencies, users, transportation operators, potential users of the system, and the CTCs in the designated service area, and make recommendations for the local Coordinating Board or to the Commission, when local resolution cannot be found, for improvement of service. The LCB shall establish a process and procedure to provide regular opportunities for issues to be brought before such


committee and to address them in a timely manner in accordance with the Commission’s Local Grievance Guidelines. Rider brochures or other documents provided to users or potential users of the system shall provide information about the complaint and grievance process including the publishing of the Commission’s TD Helpline service when local resolution has not occurred. All materials shall be made available in accessible format, upon request by the citizen. Members appointed to the committee shall be voting members of the LCB. (41-2.012(5)(c), FAC). If the CTC provides Medicaid Non-Emergency Transportation through a contract with the CTD, the LCB’s Grievance Committee shall be responsible for responding to Grievances and Appeals through the Medicaid Grievance System. A Medicaid Expedited Appeal Committee must also be established to address expedited appeals. The Expedited Appeal Committee should be at a minimum of three members, should not include more than one LCB Member, and no person who was involved in the original decision on the action taken. All expedited appeals must be resolved within 72 hours of receiving the appeal request.

H. Annually review coordination contracts to advise the CTC whether the continuation

of said contract provides the most cost effective and efficient transportation available (41-2.008(3) FAC).

I. Annually hold at a minimum, one Public Hearing for the purpose of receiving input

regarding unmet needs or any other areas that relate to the local transportation services. The public hearing will be held at a place and time that is convenient and accessible to the general public. In order that additional funding is not used or needed to accommodate this requirement, it is recommended that the public hearing be held in conjunction with a regular business meeting of the Coordinating Board (immediately following or prior to the LCB meeting). A public hearing held jointly with the Commission will satisfy this annual requirement.

J. All coordinating board members should be trained on and comply with the

requirements of Section 112.3143, Florida Statutes, concerning voting conflicts of interest (41-2.012(5)(d) FAC).

K. Work cooperatively with regional workforce boards established in chapter 445 to

provide assistance in the development of innovative transportation services for participants in the welfare transition program (427.0157(7), FS).

L. Evaluate multi county or regional transportation opportunities (427.0157(6), FS).








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LOCAL COORDINATING BOARD

For

TRANSPORTATION DISADVANTAGED SERVICES

LCB BYLAWS

June 17, 2013

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BYLAWS OF THE

LOCAL COORDINATING BOARD

FOR TRANSPORTATION DISADVANTAGED 1.0 The Local County Coordinating Board (LCB).

1.01 Preamble. The LCB has been created by an action of the Broward Metropolitan Planning Organization acting as the Designated Official Planning Agency for Broward County, Florida. These rules, which constitute the bylaws of the LCB, shall serve to guide the proper functioning of the transportation disadvantaged coordination process by the LCB for Broward County, Florida. These rules provide general procedures and policies for the LCB fulfilling the requirements of the applicable provisions of Chapter 427, Florida Statutes and Rule 41-2, Florida Administrative Code.

1.02 Interpretation. All provisions contained in these rules shall be

interpreted to be consistent with applicable state and federal law.

1.03 Membership.

1.031 The membership of the LCB shall be consistent with Rule 41-2, F.A.C.

1.032 Each member of the LCB, except the chairperson, shall have an

alternate.

(1) Non-agency alternates shall be appointed by the LCB on the recommendation of the member. Agency alternates shall be designated by the Agency. Alternates shall be proposed within sixty (60) days of a member’s appointment.

(2) In the absence of a proposal from the non-agency member,

staff as defined in Section 1.07 Administration herein, shall propose a non-agency alternate.

(3) Alternates acceptance by the LCB shall be accomplished by

vote of the LCB.

(4) Each alternate may vote only in the absence of the member the alternate represents.

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(5) It shall be the obligation of the regular member to provide five (5) business days' notice to alternate and staff that the regular member will or will not attend a meeting.

1.033 Each member is expected to demonstrate interest in the activities of

the LCB through regular attendance at scheduled meetings. Staff shall maintain attendance records and shall send a notice to any member and alternate after two (2) missed consecutive meetings. Staff shall notify the LCB of any member or his/her alternate who fails to attend three (3) consecutive meetings. The LCB shall then vote to notify the MPO and member of such absence, provided however, that the LCB shall notify the CTD if any state agency voting member or his/her alternate fails to attend three (3) consecutive meetings. The MPO may review and consider remedial action including rescinding the appointment of any such member.

1.04 Appointment, Qualification and Terms of Office.

1.041 The MPO shall appoint all members to serve on the LCB.

1.042 The non-agency members shall serve a staggered three-year term,

expiring November 30.

1.043 The LCB members must be qualified, as specified in Rule 41-2, F.A.C., in order to retain membership.

1.044 A member appointed to a vacant position will complete that unexpired

term.

1.05 Officers and Duties.

1.051 The chairperson is an elected official appointed by the MPO.

1.052 The LCB shall hold an election at its organizational meeting each year to select a vice-chairperson. The vice-chairperson shall be elected by a majority of those present and voting.

1.053 The chairperson shall preside at all meetings and workshops. In the

absence of the chairperson, or at the chairpersons direction, the vice-chairperson shall temporarily assume the powers and duties of the chairperson.

1.054 In the absence of the chairperson and vice-chairperson, those present

shall elect a chairperson pro tem.

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1.06 Duties.

1.061 The LCB shall review and approve the Memorandum of Agreement (MOA) between the CTD and CTC and the Transportation Disadvantaged Service Plan prior to submittal to the Commission for the Transportation Disadvantaged (CTD).

1.062 The LCB shall conduct an annual performance evaluation of the

Community Transportation Coordinator (CTC), using evaluation criteria developed by the CTD. The results of this evaluation shall be forwarded to the MPO for its use in recommending the designation of a new entry, or continuance of an existing entity as the CTC.

1.063 In cooperation with the CTC, the LCB shall review and provide

recommendations to the CTD of funding applications affecting the transportation disadvantaged.

1.064 The LCB member government agencies will provide for LCB review,

all applications or purchase of service requests for client services which contain funds for transportation disadvantaged services.

1.065 The Board shall consolidate annual expenditures of direct federal

funds and local government funds used within the service area to provide transportation disadvantaged services and forward the report to the CTD.

1.07 Administration.

1.071 Staff to the MPO, as directed by the MPO Executive Director, shall act

as the staff of the LCB.

1.072 Staff to the LCB is responsible for managing and overseeing the operations of the Board.

1.073 Staff to the LCB is responsible for scheduling meetings, preparing

meetings agendas and agenda packages, and other necessary administrative duties.

1.08 Meetings, Workshops, and Public Hearings.

1.081 The regular meeting of the LCB shall be held as often as necessary,

however, the LCB shall meet at least quarterly on the third fourth

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Monday of such month, at a time and place designated by the LCB. Meeting dates and times may be changed by the LCB Chairperson or MPO Staff to accommodate holidays or for other reasons.

1.082 The organizational meeting of the LCB shall be held at the first regular

meeting in each calendar year.

1.083 Special and emergency meetings of the LCB may be called by the Chairperson or MPO Staff. Special meetings may also be called on the initiative of three or more members petitioning the chairperson.

1.084 The LCB may choose to hold workshops and public hearings when it

is deemed necessary or required by agreement with the CTD.

1.085 LCB meetings, and public hearings shall be open to the public and minutes from each meeting shall be available to the public upon request.

1.086 LCB meetings and public hearings must be advertised in

accordance with State Law and County Ordinance.

1.087 Except as otherwise provided in these rules, the most recent edition of Roberts-Rules of Order, shall be used to conduct all meetings of the LCB and its committees.

1.09 Quorum and Voting.

1.091 A majority of the total membership of the LCB shall constitute a

quorum. A quorum must be present at all meetings other than workshops and public hearings. Any member may attend the LCB meeting by audio interactive telephone conference, including voting; however, no member attending the meeting by audio interactive telephone conference may be counted as establishing a quorum.

1.092 All members present must vote on all actions requiring a vote unless

there is a stated conflict of interest. All voting shall be by full roll call.

1.093 No motion may be approved by the LCB except upon the affirmative vote of a majority of the members present. All voting shall be by full roll call.

1.10 Committees.

1.101 Committees shall be designated by the Chairperson of the LCB, as

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necessary, to investigate and report on specific subject areas of interest to the LCB.

1.102 The LCB will approve designation of a committee by an affirmative

vote of a majority of those present.

1.103 A committee, as named by the chairperson, shall consist of at least three (3) LCB members or designated alternates in the event that a LCB member gives adequate notice to such alternate of inability to attend.

1.104 No motion may be approved by a committee except upon the

affirmative vote of a majority of the full committee.

1.11 General Policies. General policies shall also apply to all committees of the LCB.

1.111 The adoption of major reports, studies, plans, and programs shall be

by majority vote, or if requirements, dictate, by resolution of the LCB. All committees and subcommittees of the LCB shall make recommendations, unless a more formal document is specifically required by a state or federal law, regulation, or grant procedure.

1.112 Changes in the provisions of these rules may be made only by a two-

thirds (2/3) vote of the appointed LCB members. Any changes in the provisions of these rules must first be placed on the agenda and advertised prior to the meeting in which a vote will take place.

1.113 The LCB and its committees shall maintain a broad perspective

covering the range of all modes of transportation and associated facilities in all recommended planning work programs so that proper study and evaluation of transportation disadvantaged needs shall result in a coordinated transportation service plan, balanced with respect to area wide needs and properly related to area wide comprehensive plan goals and objective.

1.12 Grievance Committee.

1.121 The LCB may refer to a Grievance Committee any complaints which

have not been resolved to the satisfaction of both parties, and any issues concerning Chapter 427, F.S., and/or Rule 41-2, F.A.C., which have a direct impact on service delivery.

1.122 The Grievance Committee shall serve as a mediator to process and to

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investigate grievances and other pertinent issues, only as referred to it by the LCB, recommending resolutions to the LCB in a timely manner.

1.123 The LCB may accept, reject, or take action on the recommendations

of the Grievance Committee.

1.124 The Citizen Advocate member who is a user of the transportation disadvantaged system shall serve on the Grievance Committee.

ADOPTED 04-14-91 REVISED 12-24-98 REVISED 08-22-01 REVISED 02-04-02 REVISED 03-19-03 REVISED 05-02-05 REVISED 05-17-10 REVISED 09-15-10 REVISED 05-15-12 REVISED 06-17-13 LCBbylaws2013.doc



June 30, 2014

REQUESTED ACTION: MOTION TO APPROVE the LCB Complaint & Grievance Procedures

WHY THIS ACTION IS NECESSARY: This action is required by TD Planning Grant Agreement. SUMMARY EXPLANATION/BACKGROUND:

The LCB appoints a Grievance Committee to serve as a mediator to hear and investigate grievances, from agencies, users, transportation operators, potential users of the system, and the CTCs in the designated service area, and make recommendations to the Local Coordinating Board or to the Commission, when local resolution cannot be found. The LCB Committee met on May 19, 2014 and made recommendations to the LCB complaint and grievance procedures in accordance with the Commission for the Transportation Disadvantaged (CTD) most recent CTD’s LCB and Planning Agency Operating Guidelines Attachment 1.

Please see Attachment 2 for the Committee Report and Recommendations, refer to page 1 of 3.

Please see Attachment 3 for the LCB Complaint &Grievance Procedures.

ATTACHMENTS: 1. CTD’s LCB & Planning Agency Operating Guidelines

2. LCB Committee Recommendations on the LCB Complaint & Grievance Procedures

3. LCB Complaint & Grievance Procedures



LOCAL COORDINATING BOARD AND

PLANNING AGENCY OPERATING GUIDELINES

Issued By:

FLORIDA COMMISSION FOR THE TRANSPORTATION DISADVANTAGED 605 Suwannee Street, Mail Station 49

Tallahassee, Florida 32399-0450 850-410-5700

Fax 850-410-5752 Internet http://www.dot.state.fl.us/ctd

April 2014

http://www.dot.state.fl.us/ctd

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I. INTRODUCTION The purpose of these guidelines is to give clear instructions and uniform guidance in the administration, duties, and operating practices of local Coordinating Boards (LCB) and Planning Agencies.

II. PURPOSE OF THE LOCAL COORDINATING BOARD The purpose of each LCB is to develop local service needs and to provide information, advice and direction to the Community Transportation Coordinator (CTC) on the coordination of services to be provided to the transportation disadvantaged within their local service area. In general, the LCB is considered an advisory body. (Section 427.0157, Florida Statutes).

III. ADMINISTRATION OF THE LOCAL COORDINATING BOARD A. Planning Agency Responsibilities

The Metropolitan Planning Organization (MPO) or Designated Official Planning Agency (DOPA), also uniformly referred to as the Planning Agency, shall provide the LCB with sufficient staff support and resources to enable the LCB to fulfill its responsibilities as set forth in Chapter 427, Florida Statutes. These responsibilities include providing sufficient staff to manage and oversee the duties of the LCB. This includes, but is not limited to, assistance in the scheduling of meetings; training board members; evaluating cost effectiveness; reviewing the local Transportation Disadvantaged Service Plan (TDSP); preparing, duplicating, and distributing meeting packets; and other necessary administrative duties and costs, as appropriate.

B. Meetings

The LCB shall meet at least quarterly. All meetings, including committee meetings, will function under the “Government in the Sunshine Law.” All meetings will provide opportunity for public comments on their agenda. Planning Agency staff shall make every effort to secure a quorum. In situations where a quorum is not obtained, the members present may elect to either 1. Cancel the meeting and reschedule the meeting at a later date, or, 2. Continue to meet and discuss agenda items for informational purposes only.

Agenda items that need formal action shall be presented at a future meeting where a quorum is present.

LCB Members can participate (and vote) in meetings via conference call, however, a physical quorum must be present to vote on action items.

C. Meeting Notices

1. Full Board Meeting Notices All LCB meetings, public hearings, committee meetings, etc., shall be advertised, at a minimum, in the largest general circulation newspaper in the designated service area prior to the meeting.


Meeting notice shall include date, time, and location, general nature/subject of the meeting, and a contact person and number to call for additional information and request accessible formats.

Planning Agency staff shall provide the agenda and meeting package to the Commission, LCB members and all other interested parties prior to the meeting. Special consideration to the advanced delivery time of certain technical or detailed documents, such as the TDSP, shall be given for additional review time. The agenda shall include a public participation opportunity.

2. Emergency Meeting Notices and Committee Meeting Notices Planning Agency staff shall give the Commission, LCB members and all interested parties one week notice, if possible, of the date, time, location, and proposed agenda for the LCB committee meetings and emergency meetings. Meeting materials shall be provided as early as possible. Emergency/ Committee Meetings shall be advertised at a minimum, in the largest general circulation newspaper in the designated service area as soon as possible prior to the meeting.

D. Minutes Planning Agency staff is responsible for preparing and maintaining an official set of minutes for each LCB meeting regardless of the presence of a quorum. The minutes shall be prepared in a reasonable time following the meeting and shall include an attendance roster indicating what agency, organization or position each member represents and reflect a summary of official actions taken by the LCB. The record of official actions shall include who made and seconded the motion, as well as who voted for and against the motions. If there is no quorum, action items will be tabled until the next LCB meeting. Minutes shall reflect that no official action was taken and a summary of discussion. Meeting minutes shall be provided at the next regularly scheduled LCB meeting for approval. Copies of approved minutes shall be sent to the Commission in the quarterly report. Committee meetings minutes may be in the form of a brief summary of basic points, discussions, decisions, and recommendations to the full board.

IV. LOCAL COORDINATING BOARD MEMBERSHIP

A. OFFICERS

1. CHAIRPERSON

The Planning Agency shall appoint an elected official to serve as the official Chairperson for all LCB meetings. The appointed chairperson shall be an elected official from the county that the LCB serves (41-2.012(1) FAC). For a multi-county LCB, the Chairperson shall be from one of the counties involved. The Chairperson shall serve until their elected term of office has expired or


otherwise replaced by the Designate Official Planning Agency. The Planning Agency shall replace or reappoint the Chairperson at the end of his/her term.

2. VICE-CHAIRPERSON

The LCB shall hold an annual organizational meeting for the purpose of electing a Vice-Chairperson (41-2.012(2) FAC). The Vice Chairperson shall be elected by a majority vote of a quorum of the members of the LCB members. The Vice Chairperson shall serve a term of one year starting with the first meeting after the election. For a multi-county board, an elected official not serving as the Chairperson shall serve as Vice Chairperson. In the event of the Chairperson’s absence, the Vice Chairperson shall assume the duties of the Chairperson and conduct the meeting. The Vice Chairperson may serve more than one term.

B. VOTING MEMBERS

1. An elected official from the service area, serving as the chairperson; 2. A local representative of the Florida Department of Transportation; 3. A local representative of the Florida Department Children and Family Services; 4. A representative of the Public Education Community which could include, but

not be limited to, a representative of the District School Board, School Board Transportation Office, or Headstart Program in areas where the School District is responsible;

5. In areas where they exist, a local representative of the Florida Division of Vocational Rehabilitation or the Division of Blind Services, representing the Department of Education;

6. A person who is recognized by the Veterans Service Office representing the veterans in the county;

7. A person who is recognized by the Florida Association for Community Action (President) representing the economically disadvantaged in the county;

8. A person over sixty representing the elderly in the county; 9. A person with a disability representing the disabled in the county; 10. Two citizen advocate representatives in the county; one who must be a person

who uses the transportation service(s) of the system as their primary means of transportation;

11. A local representative for children at risk; 12. In areas where they exist, the Chairperson or designee of the local Mass

Transit or Public Transit System’s Board, except in cases where they are also the CTC.

13. A local representative of the Florida Department of Elder Affairs; 14. An experienced representative of the local private for profit transportation

industry. In areas where such representative is not available, a local private non-profit representative will be appointed except where said representative is also the CTC. In cases where no private for-profit or private non-profit representatives are available in the service area, this position will not exist on the LCB;

15. A local representative of the Florida Agency for Health Care Administration;


16. A representative of the Regional Workforce Development Board established in Chapter 445, Florida Statutes; and

17. A representative of the local medical community, which may include, but not be limited to, kidney dialysis centers, long term care facilities, assisted living facilities, hospitals, local health department or other home and community based services, etc.

It is the intent of the Commission for the membership of every LCB to not only consist of individuals who represent the appropriate governmental agencies or groups of people as defined above, but also for the membership to represent, to the maximum degree possible a cross section of their local community. No employee of a CTC shall serve as voting member of the LCB. However, an elected official serving as Chairperson of the Coordinating Board, or other governmental employees that are not employed for the purpose of making provisions for transportation and are not directly supervised by the CTC shall not be precluded from serving as voting members of the LCB.

C. TECHNICAL ADVISORS – NON-VOTING MEMBERS

Upon a majority vote of a quorum of the LCB, technical advisors may be approved for the purpose of providing the LCB with technical advice as necessary.

D. MULTI-COUNTY COORDINATING BOARDS - 41-2.012(1) FAC The Planning Agency may appoint multi-county LCBs to meet the service needs of the transportation disadvantaged in two or more counties based on these guidelines, and when agreed upon in writing by all county commissions in each county to be covered in the service area. The multi-county LCB will be made up of the same membership of the aforementioned single-county LCB with the following exception: An elected official from each county of the multi-county service area will be appointed to the LCB, one of which will serve as Chair of the LCB and one as the Vice Chair.

E. ALTERNATES

1. Alternates are to be appointed in writing to the Planning Agency by an agency representative. Non-agency alternates may be appointed by the Planning Agency, if desired.

2. Each alternate may vote only in the absence of that member on a one-vote-per-member basis.

3. Alternates for a LCB member who cannot attend a meeting must be a representative of the same interest as the primary member.

V. TERMS OF APPOINTMENT

Except for the Chairperson and state agency representatives, the members of the LCB shall be appointed for three year staggered terms with initial memberships being appointed equally for one, two and three years to avoid a significant turnover during a


particular period (41-2.012(4) FAC). The Chairperson shall serve until their elected term of office has expired or otherwise replaced by the Designate Official Planning Agency.

VI. ATTENDANCE The Planning Agency shall review, and consider rescinding, the appointment of any member of the LCB who fails to attend three consecutive meetings. The LCB shall notify the Commission if any state agency voting member or their alternate fails to attend three consecutive meetings. The Planning Agency must complete attendance roster for each local coordinating board meeting. LCB Members can participate (and vote) in meetings via conference call, however, a physical quorum must be present to vote on action items.

VII. BY-LAWS AND PARLIAMENTARY PROCEDURES The LCB shall develop and adopt a set of by-laws. The by-laws shall state that the LCB will conduct business using parliamentary procedures according to Robert’s Rules of Order, unless stated otherwise in the by-laws. The by-laws shall be reviewed, updated (if necessary), and adopted annually. It is recommended that the by-laws are reviewed and approved during the first quarter (July-September). Approved by-laws shall be submitted to the Commission.

VIII. LOCAL COORDINATING BOARD DUTIES

The LCB shall:

A. Review and make recommendations regarding the approval of the Memorandum of Agreement between the newly recommended CTC and the Commission.

B. Annually review, make recommendations and approve the Transportation

Disadvantaged Service Plan (TDSP). The LCB shall ensure that the TDSP has been developed by involving all appropriate parties in the process.

C. Annually, provide the MPO/planning agency with an evaluation of the CTC’s

performance in general and relative to Insurance, Safety Requirements and Standards as referenced in Rule 41-2.006, FAC, and the performance results of the most recent TDSP (41-2.012(5)(b) FAC). As part of the CTC’s performance, the LCB shall also set an annual percentage goal increase (or establish a percentage) for the number of trips provided within the system to be on public transit. The LCB shall utilize the Commission’s Quality Assurance Performance Evaluation Tool to evaluate the performance of the CTC. This evaluation Tool and Summary will be submitted to the Commission upon approval by the LCB. In areas where a planning agency serves as the CTC, the planning agency shall abstain from any official actions that represent a conflict of interest, especially in the evaluation process of the CTC.

D. In cooperation with the CTC, review and provide recommendations to the

Commission and the MPO or Designated Official Planning Agency, on all applications for local government, state or federal funds relating to transportation of the transportation disadvantaged in the designated service area to ensure that any


expenditures within the designated service area are provided in the most cost effective and efficient manner (427.0157(3), FS). The accomplishment of this requirement shall include the development and implementation of a process by which the Coordinating Board and CTC have an opportunity to become aware of any federal, state or local government funding requests and provide recommendations regarding the expenditure of such funds. Such funds may include expenditures for operating, capital or administrative needs. Such a process should include at least:

1. The review of applications to ensure that they are consistent with the TDSP. This review shall consider: a) The need for the requested funds or services; b) Consistency with local government comprehensive plans; c) Coordination with local transit agencies, including the CTC; d) Consistency with the TDSP; e) Whether such funds are adequately budgeted amounts for the services

expected; and, f) Whether such funds will be spent in a manner consistent with the

requirements of coordinated transportation laws and regulations.

2. Notify the Commission of any unresolved funding requests without delays in the application process.

E. When requested, assist the CTC in establishing eligibility guidelines and trip

priorities. F. Review coordination strategies or service provision to the transportation

disadvantaged in the designated service area to seek innovative ways to improve cost effectiveness, efficiency, safety, working hours and types of service in an effort to increase ridership to a broader population (427.0157(5) FS). Such strategies should include:

1. Supporting inter- and intra-county agreements to improve coordination as a

way to reduce costs for service delivery, maintenance, insurance, or other identified strategies; and

2. Seeking the involvement of the private and public sector, volunteers, public

transit, school districts, elected officials and others in any plan for improved service delivery.

G. Appoint a Grievance Committee to serve as a mediator to hear and investigate

grievances, from agencies, users, transportation operators, potential users of the system, and the CTCs in the designated service area, and make recommendations for the local Coordinating Board or to the Commission, when local resolution cannot be found, for improvement of service. The LCB shall establish a process and procedure to provide regular opportunities for issues to be brought before such


committee and to address them in a timely manner in accordance with the Commission’s Local Grievance Guidelines. Rider brochures or other documents provided to users or potential users of the system shall provide information about the complaint and grievance process including the publishing of the Commission’s TD Helpline service when local resolution has not occurred. All materials shall be made available in accessible format, upon request by the citizen. Members appointed to the committee shall be voting members of the LCB. (41-2.012(5)(c), FAC). If the CTC provides Medicaid Non-Emergency Transportation through a contract with the CTD, the LCB’s Grievance Committee shall be responsible for responding to Grievances and Appeals through the Medicaid Grievance System. A Medicaid Expedited Appeal Committee must also be established to address expedited appeals. The Expedited Appeal Committee should be at a minimum of three members, should not include more than one LCB Member, and no person who was involved in the original decision on the action taken. All expedited appeals must be resolved within 72 hours of receiving the appeal request.

H. Annually review coordination contracts to advise the CTC whether the continuation

of said contract provides the most cost effective and efficient transportation available (41-2.008(3) FAC).

I. Annually hold at a minimum, one Public Hearing for the purpose of receiving input

regarding unmet needs or any other areas that relate to the local transportation services. The public hearing will be held at a place and time that is convenient and accessible to the general public. In order that additional funding is not used or needed to accommodate this requirement, it is recommended that the public hearing be held in conjunction with a regular business meeting of the Coordinating Board (immediately following or prior to the LCB meeting). A public hearing held jointly with the Commission will satisfy this annual requirement.

J. All coordinating board members should be trained on and comply with the

requirements of Section 112.3143, Florida Statutes, concerning voting conflicts of interest (41-2.012(5)(d) FAC).

K. Work cooperatively with regional workforce boards established in chapter 445 to

provide assistance in the development of innovative transportation services for participants in the welfare transition program (427.0157(7), FS).

L. Evaluate multi county or regional transportation opportunities (427.0157(6), FS).








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LOCAL COUNTY COORDINATING BOARD

For

TRANSPORTATION DISADVANTAGED SERVICES

LCB

COMPLAINT & GRIEVANCE PROCEDURES

June 17, 2013

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COMPLAINT PROCEDURES

1. The client or client's advocate contacts the Call Center, using the telephone number posted in the vehicles, and expresses dissatisfaction with the service citing a date and time and the reason for the complaint. If the complaint is related to matters of policy, the CTC explains that the service provided was within the CTC's scope of service and closes the matter. 2. If the complaint is not about a matter of policy, the Call Center records the complaint in the Computerized Transportation Management System (CTMS). The CTMS assigns a tracking number to the complaint.

a) After taking the complaint, the call center will ask the client if they want the tracking number and to be advised of the resolution outcome.

b) If the client says yes, the call center must note the request on the complaint form that is sent to the CTC; CTC will follow up with the client. 3. The CTC forwards the complaint to the appropriate contractor who is required to respond to safety complaints immediately and other complaints within 24 hours. 4. The contractor responds to the complaint, either acknowledging that the complaint is valid, or disputing the complaint with documentation showing that the contractor was in compliance with its contract. If the contractor determines that the complaint is valid, the contractor also informs the CTC that it is taking corrective action. 5. The CTC determines whether or not the documentation is sufficient or that the complaint is valid. 6. The client is contacted by the CTC and advised of the resolution of the complaint and, if valid, the corrective action taken by the contractor. If the client is not satisfied with the CTC's explanation of the complaint resolution, the CTC should inform the client that it will look further into the matter if the client is willing to forward a written explanation. The following Grievance Procedures would then apply:

GRIEVANCE PROCEDURES

1. A letter stating the problem is sent to the Community Transportation Coordinator (CTC) Program Manager. The letter should outline the nature of the alleged complaint, the transportation operator involved and, where applicable, the date, time and place where the incident occurred. 2. A written response to the complainant on the status of the complaint must be transmitted by the CTC Program Manager within ten (10) working days of the receipt of the letter. In addition, the written response shall advise grievant of the following: a) The existence of the Ombudsman helpline and provide grievant with the helpline’s toll free telephone numbers; and b) If applicable, the existence of the Medicaid Fair Hearing process 3. If the complainant is not satisfied with the reply or if the complaint has not been

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settled to the satisfaction of the complainant, the complainant may, within ten (10) working days of receiving the CTC Program Manager’s response, request that a meeting be convened by the CTC Program Manager. The CTC Program Manager must schedule the meeting, within ten (10) working days of the notice by the complainant that such a meeting is requested, with the person or agency registering the complaint, the CTC Program Manager, the operator under contract, and the contracting agency. 4) If the complaint cannot be resolved as outlined above, the complainant must notify the CTC Program Manager by certified mail, return receipt requested, within ten (10) working days of the date of the meeting, of the complainant’s intention to appeal the decision to the Coordinating Board. 5) Upon receipt of complainant’s letter requesting appeal, the CTC Program Manager shall request the Coordinating Board to consider said appeal and to convene the Grievance Committee.

GRIEVANCE COMMITTEE PROCEDURES

1) The Grievance Committee has the power to hold hearings, conduct investigations and take testimony in all matters relating to complaints or grievances brought before the Committee. 2) If the CTC Program Manager receives notice of an appeal, a notice of hearing is served on the operator stating the nature of the complaint and the time and place of the hearing scheduled before the Grievance Committee. 3) Notice provided by the CTC Program Manager must provide the operator of services with no less than ten (10) days, excluding Saturdays, Sundays and legal holidays, written notice of the time, date, and place of the hearing. The said Notice of Hearing must be sent by certified mail, return receipt requested, to the last known address of the operator of the services. 4) In any hearing before the Grievance Committee irrelevant, immaterial or unduly repetitious evidence will be excluded. All other evidence of a type commonly relied upon by reasonably prudent persons in the conduct of their affairs will be admissible whether or not such evidence would be admissible in the courts of Florida. 5) Each party has the right to be represented by counsel, to call and examine witnesses, to introduce exhibits, to examine opposing witnesses on any relevant matter, even though the matter was not covered under direct examination, and to impeach any witness regardless of which party first called the witness to testify. 6) After an evidentiary hearing, the Grievance Committee submits to the Coordinating Board its recommended order consisting of findings of fact, conclusions of law and recommendations. 7) The Coordinating Board may adopt the recommended order as its final order. The Coordinating Board may reject or modify the conclusions of law and recommend final action, but may not reject or modify the findings of fact, unless it first determines from a review of the complete record and states with particularity in its final order, that the findings of fact were not based on competent substantial evidence or that the

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proceedings in which the findings were based did not comply with the essential requirements of law. 8) All meetings and hearings must be open to the public and advertised, but the public will not be given the opportunity to participate. Minutes will be kept at each hearing. 9) Appeal from the decision of the Coordinating Board is by certiorari to the circuit court in accordance with the Florida Rules of Appellate Procedure. ADOPTED 04-14-91 REVISED 06-10-05 REVISED 05-15-12 REVISED 06-17-13 LCB grievance


Transportation Disadvantaged Local Coordinating Board Meeting June 30, 2014

REQUESTED ACTION:

MOTION TO APPROVE Revised CTC Rate Model 2014-2015 WHY THIS ACTION IS NECESSARY: The LCB reviews the rate model spreadsheet for accuracy of local financial and operational data. The rate model spreadsheet is included in the local Transportation Disadvantaged Service Plan (TDSP) prior to July 1st of each year. SUMMARY EXPLANATION/BACKGROUND:

Each year, the Florida Commission for the Transportation Disadvantaged (CTD) reviews and

approves prices charged by transportation operators for rides purchased in the Coordinated Transportation System.

The rate approval process begins with completion of the rate model spreadsheet. The information put into the spreadsheet considers past, current, and projected costs and revenues associated with the area’s transportation services. The rate model was approved by the LCB Board on April 28, 2014. Since the April meeting the rate model spreadsheet has been revised Attachment 1. The projected number of TD trips submitted in the rate model at the April meeting has increased after a more detailed analysis of assumptions used on trip eligibility under the new service model being implemented. Based on that analysis, BCT has increased the projected Passenger trips to 145,716, an increase of approximately 5,600 trips per month. CTC staff will be available to address any questions on the revised rate model.

ATTACHMENTS: 1. Rate Model Spreadsheet

ADDITIONAL INFORMATION/PREPARER: If you have any questions, please contact Priscila Clawges, Transportation Disadvantaged Program Manager, at 954-876-0047 or email at [email protected].


Preliminary Information Worksheet Version 1.4

CTC Name:

County (Service Area):

Contact Person:

Phone #

Check Applicable Characteristic:

ORGANIZATIONAL TYPE: NETWORK TYPE:

Governmental Fully Brokered

Private Non-Profit Partially Brokered

Private For Profit Sole Source

Once completed, proceed to the Worksheet entitled "Comprehensive Budget"

Broward County Transit

Broward County

Paul Strobis

954-357-8321

Rate Model 2014-15-05292014 (2): Preliminary InformationPage 1 of 9

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Item A-4, Attachment 1

Comprehensive Budget Worksheet Version 1.4 CTC: Broward County TransitCounty: Broward County

1. Complete applicable GREEN cells in columns 2, 3, 4, and 7

Prior Year's ACTUALS

Current Year's APPROVED Budget, as amended

Upcoming Year's PROPOSED

Budget

from from from Confirm whether revenues are collected as a system subsidy VS

July 1st of July 1st of 2 a purchase of service at a unit price.

2012 2013 2014to to to

June 30th of June 30th of June 30th of

2013 2014 2015 Explain Changes in Column 6 That Are > ± 10% and Also > ± $50,0001 2 3 4 5 6 7

REVENUES (CTC/Operators ONLY / Do NOT include coordination contractors!)

Local Non-Govt

Farebox 1,181,250$ Medicaid Co-Pay Received Donations/ Contributions In-Kind, Contributed Services Other Bus Pass Program Revenue

Local Government

District School Board Compl. ADA Services County Cash 1,092,606$ 895,486$ 360,572$ -18.0% -59.7%County In-Kind, Contributed Services 244$ 155$ 184$ -36.5% 18.7%City Cash City In-kind, Contributed Services Other Cash 364,941$ 411,672$ 416,154$ 12.8% 1.1%Other In-Kind, Contributed Services Bus Pass Program Revenue -$

CTD

Non-Spons. Trip Program 3,286,666$ 3,706,447$ 3,747,045$ 12.8% 1.1%Non-Spons. Capital Equipment Rural Capital Equipment Other TD (specify in explanation) Bus Pass Program Revenue 90,000$ 90,000$ 138,012$ 0.0% 53.3%

USDOT & FDOT

49 USC 5307 49 USC 5310 49 USC 5311 (Operating) 49 USC 5311(Capital) Block Grant Service Development Commuter Assistance Other DOT (specify in explanation) Bus Pass Program Revenue

AHCA

Medicaid Other AHCA (specify in explanation) Bus Pass Program Revenue

DCF

Alcoh, Drug & Mental Health Family Safety & Preservation Comm. Care Dis./Aging & Adult Serv. Other DCF (specify in explanation) Bus Pass Program Revenue

DOH

Children Medical Services County Public Health Other DOH (specify in explanation) Bus Pass Program Revenue

DOE (state)

Carl Perkins Div of Blind Services Vocational Rehabilitation Day Care Programs Other DOE (specify in explanation) Bus Pass Program Revenue

AWI

WAGES/Workforce Board Other AWI (specify in explanation) Bus Pass Program Revenue

DOEA

Older Americans Act Community Care for Elderly Other DOEA (specify in explanation) Bus Pass Program Revenue

DCA

Community Services Other DCA (specify in explanation) Bus Pass Admin. Revenue

% Change from Prior

Year to Current

Year

Proposed % Change

from Current Year to

Upcoming Year

Used the dollar amounts from the Grants Program Distribution FY 2013- 2014

County Cash = Cash Overmatch and paid at the rates in the rate model. County In-Kind, Contributed Services = Required In-Kind match for Voluntary Program Dollars. Other Cash = Required Cash match, from County cash. All County funds are to purchase services at the rates calculated by this spreadsheet. Note: County cash contributions signigicantly dropped.

Rate Model 2014-15-05292014 (2): Comprehensive BudgetPage 2 of 9

Comprehensive Budget Worksheet Version 1.4 CTC: Broward County TransitCounty: Broward County

1. Complete applicable GREEN cells in columns 2, 3, 4, and 7

Prior Year's ACTUALS

Current Year's APPROVED Budget, as amended

Upcoming Year's PROPOSED

Budget

from from from Confirm whether revenues are collected as a system subsidy VS

July 1st of July 1st of 2 a purchase of service at a unit price.

2012 2013 2014to to to

June 30th of June 30th of June 30th of

2013 2014 2015 Explain Changes in Column 6 That Are > ± 10% and Also > ± $50,0001 2 3 4 5 6 7

% Change from Prior

Year to Current

Year

Proposed % Change

from Current Year to

Upcoming Year

APD

Office of Disability Determination Developmental Services Other APD (specify in explanation) Bus Pass Program Revenue

DJJ

(specify in explanation) Bus Pass Program Revenue

Other Fed or State

xxx xxx xxx Bus Pass Program Revenue

Other Revenues

Interest Earnings xxxx xxxx Bus Pass Program Revenue

Balancing Revenue to Prevent Deficit

Actual or Planned Use of Cash Reserve

Balancing Revenue is Short By = None None

Total Revenues = $4,834,457 $5,103,760 $5,843,217 5.6% 14.5%

EXPENDITURES (CTC/Operators ONLY / Do NOT include Coordination Contractors!)

Operating ExpendituresLabor 134,434$ 124,722$ 150,137$ -7.2% 20.4%Fringe Benefits 33,259$ 32,712$ 35,264$ -1.6% 7.8%Services 62,772$ 155,197$ 126,082$ 147.2% -18.8%Materials and Supplies 2,109$ 4,457$ 1,634$ 111.3% -63.3%Utilities Casualty and Liability 299$ 1,540$ 212$ 415.1% -86.2%Taxes 9,298$ 9,540$ 4,454$ 2.6% -53.3%Purchased Transportation:

Purchased Bus Pass Expenses 90,000$ 90,000$ 138,012$ 0.0% 53.3%School Bus Utilization Expenses Contracted Transportation Services 4,116,573$ 4,335,437$ 3,464,012$ 5.3% -20.1%Other 385,469$ 350,000$ 280,000$ -9.2% -20.0%

Miscellaneous 189,000$ Operating Debt Service - Principal & Interest Leases and Rentals Contrib. to Capital Equip. Replacement Fund In-Kind, Contributed Services 244$ 155$ 184$ -36.5% 18.7%Allocated Indirect

Capital ExpendituresEquip. Purchases with Grant Funds 1,454,226$ Equip. Purchases with Local Revenue Equip. Purchases with Rate Generated Rev. Capital Debt Service - Principal & Interest

($0)

Total Expenditures = $4,834,457 $5,103,760 $5,843,217 5.6% 14.5%

See NOTES Below.

Once completed, proceed to the Worksheet entitled "Budgeted Rate Base"

Labor: 100% CTO, 1 Admin Aide, 50% Admin Aide, 12% all Non eligibility staff. Contracted Transportation Operators are: Allied, Lucanus & MedexContract expires 12/31/14. Other Purchased Transportation = expenses for Inktel direct / TOPS Reservations Call Center (Centeralized) Effective start date: 1/1/10Misc. Fares for Disadvantaged. Equip Purch - 138 Paratransit Vehicles & Server system for ADEPT.

Actual year LOSSES are shown as Balancing Revenue or Local Non-Government revenue.

Rate Model 2014-15-05292014 (2): Comprehensive BudgetPage 3 of 9

Budgeted Rate Base Worksheet Version 1.4 CTC: Broward County Transit

County: Broward County

1. Complete applicable GREEN cells in column 3; YELLOW and BLUE cells are automatically completed in column 3

2. Complete applicable GOLD cells in column and 5

Upcoming Year's BUDGETED Revenues

from

July 1st of

2014

toJune 30th of

20151 2 3 4 5

REVENUES (CTC/Operators ONLY)

Local Non-Govt

Farebox 1,181,250$ 1,181,250$ YELLOW cellsMedicaid Co-Pay Received -$ -$ are NEVER Generated by Applying Authorized RatesDonations/ Contributions -$ -$

In-Kind, Contributed Services -$ -$ -$ Other -$ -$

Bus Pass Program Revenue -$ -$ -$

Local Government

District School Board -$ -$ -$ BLUE cellsCompl. ADA Services -$ -$ -$ Should be funds generated by rates in this spreadsheetCounty Cash 360,572$ 131,142$ 229,430$

County In-Kind, Contributed Services 184$ -$ 184$ City Cash -$ -$

City In-kind, Contributed Services -$ -$ -$ Other Cash 416,154$ 416,154$ -$

Other In-Kind, Contributed Services -$ -$ -$ Bus Pass Program Revenue -$ -$ -$

CTD local match req. GREEN cells

Non-Spons. Trip Program 3,747,045$ 3,747,045$ -$ -$ 416,338$ MAY BE Revenue Generated by ApplyingNon-Spons. Capital Equipment -$ -$ -$ -$ -$ Authorized Rate per Mile/Trip ChargesRural Capital Equipment -$ -$ -$ -$ -$ Other TD -$ -$

Bus Pass Program Revenue 138,012$ -$ 138,012$

USDOT & FDOT

49 USC 5307 -$ -$ -$ 49 USC 5310 -$ -$ -$ -$ -$ 49 USC 5311 (Operating) -$ -$ 49 USC 5311(Capital) -$ -$ -$ -$ -$ Block Grant -$ -$ -$ Service Development -$ -$ -$ Commuter Assistance -$ -$ -$ Other DOT -$ -$


AHCA

Medicaid -$ -$ -$ Other AHCA -$ -$


DCF

Alcoh, Drug & Mental Health -$ -$ -$

Family Safety & Preservation -$ -$ -$ Comm. Care Dis./Aging & Adult Serv. -$ -$ -$ Other DCF -$ -$ GOLD cellsBus Pass Program Revenue -$ -$ -$

DOH

Children Medical Services -$ -$ -$ County Public Health -$ -$ -$ Other DOH -$ -$


DOE (state)

Carl Perkins -$ -$ -$

Div of Blind Services -$ -$ -$ Vocational Rehabilitation -$ -$ -$ Day Care Programs -$ -$ -$ Other DOE -$ -$


AWI

WAGES/Workforce Board -$ -$ -$ AWI -$ -$


DOEA

Older Americans Act -$ -$ -$ Community Care for Elderly -$ -$ -$ Other DOEA -$ -$


DCA

Community Services -$ -$ -$ Other DCA -$ -$


What amount of the Budgeted Revenue

in col. 2 will be generated at the

rate per unit determined by this spreadsheet, OR

used as local match for these type

revenues?

Budgeted Rate Subsidy Revenue

EXcluded from the Rate Base

What amount of the Subsidy Revenue in

col. 4 will come from funds to

purchase equipment, OR will be used as match for the purchase of

equipment?

Fill in that portion of Budgeted Rate Subsidy Revenue in Column 4 that will come from Funds Earmarked by the Funding Source for Purchasing Capital Equipment. Also include the portion of Local Funds earmarked as Match related to the Purchase of Capital Equipment if a match amount is required by the Funding Source.

Fill in that portion of budgeted revenue in Column 2 that will be GENERATED through the application of authorized per mile, per trip, or combination per trip plus per mile rates. Also, include the amount of funds that are Earmarked as local match for Transportation Services and NOT Capital Equipment purchases.

If the Farebox Revenues are used as a source of Local Match Dollars, then identify the appropriate amount of Farebox Revenue that represents the portion of Local Match required on any state or federal grants. This does not mean that Farebox is the only source for Local Match.

Please review all Grant Applications and Agreements containing State and/or Federal funds for the proper Match Requirement levels and allowed sources.

Rate Model 2014-15-05292014 (2): Budgeted Rate BasePage 4 of 9

Budgeted Rate Base Worksheet Version 1.4 CTC: Broward County Transit


1. Complete applicable GREEN cells in column 3; YELLOW and BLUE cells are automatically completed in column 3

2. Complete applicable GOLD cells in column and 5

Upcoming Year's BUDGETED Revenues

from

July 1st of

2014

toJune 30th of

20151 2 3 4 5

What amount of the Budgeted Revenue

in col. 2 will be generated at the

rate per unit determined by this spreadsheet, OR

used as local match for these type

revenues?

Budgeted Rate Subsidy Revenue

EXcluded from the Rate Base

What amount of the Subsidy Revenue in

col. 4 will come from funds to

purchase equipment, OR will be used as match for the purchase of

equipment?

APD

Office of Disability Determination -$ -$ -$ Developmental Services -$ -$ -$ Other APD -$ -$


DJJ

DJJ -$ -$


Other Fed or State

xxx -$ -$ xxx -$ -$ xxx -$ -$


Other Revenues

Interest Earnings -$ -$ -$ xxxx -$ -$ xxxx -$ -$


Balancing Revenue to Prevent Deficit

Actual or Planned Use of Cash Reserve -$ -$ -$

Total Revenues = 5,843,217$ 4,294,341$ 1,548,876$ -$

EXPENDITURES (CTC/Operators ONLY) 1,548,876$

Operating ExpendituresLabor 150,137$

Fringe Benefits 35,264$ Services 126,082$ Materials and Supplies 1,634$ Utilities -$ Casualty and Liability 212$ Taxes 4,454$

Purchased Transportation:Purchased Bus Pass Expenses 138,012$ School Bus Utilization Expenses -$ Contracted Transportation Services 3,464,012$ Other 280,000$

Miscellaneous 189,000$ Operating Debt Service - Principal & Interest -$ Leases and Rentals -$ Contrib. to Capital Equip. Replacement Fund -$ In-Kind, Contributed Services 184$

Allocated Indirect -$

Capital ExpendituresEquip. Purchases with Grant Funds 1,454,226$ Equip. Purchases with Local Revenue -$ Equip. Purchases with Rate Generated Rev. -$ Capital Debt Service - Principal & Interest -$

-$

Total Expenditures = 5,843,217$ 138,012$

minus EXCLUDED Subsidy Revenue = 1,548,876$

Budgeted Total Expenditures INCLUDED in Rate Base = 4,294,341$

Rate Base Adjustment1 =

Adjusted Expenditures Included in Rate Base = 4,294,341$

1 The Difference between Expenses and Revenues for Fiscal Year: 2012 - 2013

Once Completed, Proceed to the Worksheet entitled "Program-wide Rates"

Amount of Budgeted

Operating Rate Subsidy Revenue

1 Rate Base Adjustment Cell

If necessary and justified, this cell is where you could optionally adjust proposed service rates up or down to adjust for program revenue (or unapproved profit), or losses from the Actualperiod shown at the bottom of the Comprehensive Budget Sheet. This is not theonly acceptable location or method of reconciling for excess gains or losses. If allowed by the respective funding sources, excess gains may also be adjusted by providing system subsidy revenue or by the purchase of additional trips in a period following the Actual period. If such an adjustment has been made, provide notation in the respective exlanation area of the Comprehensive Budget tab.

Rate Model 2014-15-05292014 (2): Budgeted Rate BasePage 5 of 9

Worksheet for Program-wide Rates CTC: Broward County TrVersion 1.4


1. Complete Total Projected Passenger Miles and ONE-WAY Passenger Trips ( GREEN cells) below

Do NOT include trips or miles related to Coordination Contractors!

Do NOT include School Board trips or miles UNLESS…........

INCLUDE all ONE-WAY passenger trips and passenger miles related to services you purchased from your transportation operators!

Do NOT include trips or miles for services provided to the general public/private pay UNLESS..

Do NOT include escort activity as passenger trips or passenger miles unless charged the full rate for service!

Do NOT include fixed route bus program trips or passenger miles!

PROGRAM-WIDE RATES

Total Projected Passenger Miles = 1,573,732 Fiscal Year

Rate Per Passenger Mile = 2.73$ 2014 - 2015

Total Projected Passenger Trips = 145,716

Rate Per Passenger Trip = 29.47$ Avg. Passenger Trip Length = 10.8 Miles

Rate Per Passenger Mile = 3.63$

Rate Per Passenger Trip = 39.15$

Once Completed, Proceed to the Worksheet entitled "Multiple Service Rates"

Vehicle MilesThe miles that a vehicle is scheduled to or actually travels from the time it pulls out from its garage to go into revenue service to the time it pulls in from revenue service.

Vehicle Revenue Miles (VRM)The miles that vehicles are scheduled to or actually travel while in revenue service. Vehicle revenue miles exclude:

DeadheadOperator training, andVehicle maintenance testing, as well asSchool bus and charter services.

Passenger Miles (PM)The cumulative sum of the distances ridden by each passenger.

Rates If No Revenue Funds Were Identified As Subsidy Funds

Rate Model 2014-15-05292014 (2): Program-wide RatesPage 6 of 9

Worksheet for Multiple Service Rates CTC: Broward County Version 1.4

1. Answer the questions by completing the GREEN cells starting in Section I for all services County: Broward County

2. Follow the DARK RED prompts directing you to skip or go to certain questions and sections based on previous answers

SECTION I: Services Provided

1 Ambulatory 1 Wheelchair 2 Stretcher 2 Group

1.Yes Yes Yes Yes

No No No No

Go to Section II for Ambulatory

Service

Go to Section II for Wheelchair

Service

STOP! Do NOT Complete

Sections II - V for Stretcher

Service

STOP! Do NOT Complete

Sections II - V for Group Service

SECTION II: Contracted Services

2 Ambulatory 2 Wheelchair 2 Stretcher 2 Group

1. Will the CTC be contracting out any of these Services TOTALLY in the upcoming budget year?....Yes Yes Yes Yes

No No No No

Skip # 2, 3 & 4 and Go to

Section III for Ambulatory

Service

Skip # 2, 3 & 4 and Go to

Section III for Wheelchair

Service

Do Not Complete

Section II for Stretcher Service

Do Not Complete

Section II for Group Service

2.2 Yes 2 Yes 2 Yes 2 Yes

No No No No

Leave Blank Leave Blank

Do NOT Complete


Do NOT Complete


3. If you answered YES to #1 & #2 above, how much is the proposed contract amount for the service? -$

How many of the total projected Passenger Miles relate to the contracted service? 0

How many of the total projected passenger trips relate to the contracted service? 0

Effective Rate for Contracted Services: Ambulatory Wheelchair Stretcher Group

per Passenger Mile =

per Passenger Trip =

Go to Section III for Ambulatory

Service

Go to Section III for Wheelchair

Service

Do NOT Complete


Do NOT Complete


4. If you answered # 3 & want a Combined Rate per Trip PLUS a per Mile add-on for 1 or more Combination Trip and Mile Rate

services, INPUT the Desired per Trip Rate (but must be less than per trip rate in #3 above =

Rate per Passenger Mile for Balance =

Leave Blank and Go to

Section III for Ambulatory

Service

Leave Blank and Go to

Section III for Wheelchair

Service

Do NOT Complete


Do NOT Complete


Will the CTC be providing any of these Services to transportation disadvantaged passengers in the upcoming budget year?........................................................................................

If you answered YES to #1 above, do you want to arrive at the billing rate by simply dividing the proposed contract amount by the projected Passenger Miles / passenger trips?.....

Rate Model 2014-15-05292014 (2): Multiple Service RatesPage 7 of 9




SECTION III: Escort Service 2

1. Do you want to charge all escorts a fee?................................................................. Yes

No

Skip #2 - 4 and Section IV and Go to Section V

2. If you answered Yes to #1, do you want to charge the fee per passenger trip OR ……….... Pass. Trip 1 Leave Blank

per passenger mile?......................... Pass. Mile

3. If you answered Yes to # 1 and completed # 2, for how many of the projected Passenger Trips / Passenger Miles will a passenger be accompanied by an escort? Leave Blank

-$

4. How much will you charge each escort?.................................................................... Leave Blank

SECTION IV: Group Service Loading1.

number of Group Service Passenger Miles? (otherwise leave blank)............................

Loading Rate

………. And what is the projected total number of Group Vehicle Revenue Miles? 0.00 to 1.00

SECTION V: Rate Calculations for Mulitple Services:

1.

* Miles and Trips you input must sum to the total for all Services entered on the "Program-wide Rates" Worksheet, MINUS miles

and trips for contracted services IF the rates were calculated in the Section II above

* Be sure to leave the service BLANK if you answered NO in Section I or YES to question #2 in Section II

RATES FOR FY: 2014 - 2015

Ambul Wheel Chair Stretcher GroupLeave Blank Leave Blank

Projected Passenger Miles (excluding totally contracted services addressed in Section II) = 1,573,732 = 1,164,562 + 409,170 + + 0

Rate per Passenger Mile = $2.30 $3.95 $0.00 $0.00 $0.00per passenger per group

Ambul Wheel Chair Stretcher Group Leave Blank Leave Blank

Projected Passenger Trips (excluding totally contracted services addressed in Section II) = 145,716 = 107,830 + 37,886 + +

Rate per Passenger Trip = $24.85 $42.61 $0.00 $0.00 $0.00per passenger per group

2 If you answered # 1 above and want a COMBINED Rate per Trip PLUS a per Mile add-on for 1 or more services,… Combination Trip and Mile Rate

Ambul Wheel Chair Stretcher GroupLeave Blank Leave Blank

…INPUT the Desired Rate per Trip (but must be less than per trip rate above) = $0.00

Rate per Passenger Mile for Balance = $2.30 $3.95 $0.00 $0.00 $0.00per passenger per group

Rates If No Revenue Funds Were Identified As Subsidy Funds

Ambul Wheel Chair Stretcher Group

Rate per Passenger Mile = $3.06 $5.24 $0.00 $0.00 $0.00per passenger per group

Ambul Wheel Chair Stretcher Group

Rate per Passenger Trip = $33.02 $56.61 $0.00 $0.00 $0.00per passenger per group

Do NOT Complete Section IV

If the message "You Must Complete This Section" appears to the right, what is the projected total

Input Projected Passenger Miles and Passenger Trips for each Service in the GREEN cells and the Rates for each Service will be calculated automatically





Program These Rates Into Your Medicaid Encounter Data


TD Helpline Report ( 06/01/08 - 06/24/2008)3/1/2014 3/31/2014

Quality of Service 28-Mar-1428-Mar-14

20109

Customer states the driver showed up at her house at 6:20am to pick her up. Customer claims it was very early in the morning and he did not give her time to get ready. I made the customer aware that the driver is not required to wait on the customers. She also claims that no one ever made it aware to her on what time her pick up would be. I asked the customer: “did it ever dawn on you to ask what time your pick up would be”? Customer claims that she should not be held responsible for finding out the pickup time Customer claimed to have spoken with “Dean”, and she was not satisfied with his service

I spoke with Customer. She apologized for being upset with the situation. Informed me she was accustomed to MTM's schedule. Reported to me that no one ever informed her of a pick up time. I informed her that all Miami trips have pick up times between 6:00am and 7:00am. I also suggested that if a pick up time is not given at the time of the reservation, to please ask. Customer was quite cordial and I assisted her in scheduling her next trip.

The Ombudsman forwarded the concern to the provider for investigation, findings, and action taken.

Intake Date

Close Date

File #

CUSTOMER

CTC

OMBUDSMAN

The customer stated the following:

The Ombudsman reported the following:

The CTC reported the following findings / actions:

Collier

FOLLOW UP The Ombudsman reported the following actions:


20095

Customer is concern on why CTC transportation has denied her transportation to her dentist. Customer states that she has been denied transportation because her appointment is at 9am, and CTC stated to her that she can’t get transportation for an appointment earlier than 10am and 1pm. Customer would like for someone to contact her to help correct these concerns.

Intake Date

Close Date

File #

CUSTOMER The customer stated the following:

Marion

Wednesday, April 30, 2014 Page 1 of 3

clawgesp

Typewritten Text

Agenda Item, AD-1

Customer called and made transportation arrangements to go out-of-county for her two children’s dentist appointments for March 14th at 10:00 for their 6 month check-ups. When we called to verify we were told the appointments are for March 18th at 9:30. Accepted appointment times for Gainesville trips are between 10:00 and 1:00 so Customer was instructed to schedule her children’s appointments during times that we are able to accommodate them. She’s very familiar with our transportation schedules as she and her family ride with us it quite frequently.

The Ombudsman forwarded the concern to the CTC for investigation, findings, and action taken.

CTC

OMBUDSMAN The Ombudsman reported the following:




20096

Customer requested a trip & CTC/STP is not able to provide the trip as requested

CTC in Marion county agrred to provide customer transportation on March 10 to timber ridge are. CTC is aware of the assistance customer requires, and will work with customer for future arrangements.


Intake Date

Close Date

File #

CUSTOMER

CTC

OMBUDSMAN




Marion



20104

Customer had an appointment for pick up today at 1:30pm, STS failed to pick up customer for transport. Customer states that a gentleman by name of Chris, from STS, contact her around 2:50pm to inform her that they were going to be 30 minutes late. Customer is the care taker and claims STS is always late for pick up and wants someone to please look into these matters to avoid future occurrences.

Intake Date

Close Date

File #


Miami-Dade


Thank you for bringing Customers service concerns to our attention. I contacted Customer today and extended my apologies for the service issues that they are experiencing. I assured customer that her complaints will be formalized and sent to the provider for investigation and response. I will follow-up with customer over the next few weeks to ensure that the service improves.


CTC





Service Quality of Total Total

Availability Service Closed Open0 6Alachua 2 0 0 0 2 0 2Baker 0 0 0 0 0 0 0Bay 0 0 0 0 0 0 0Bradford 0 0 0 0 0 0 0Brevard 4 0 0 0 4 0 4Broward 12 0 0 0 12 0 12Calhoun 2 0 0 0 2 0 2Charlotte 2 0 0 0 2 0 2Citrus 0 0 0 0 0 0 0Clay 1 0 0 0 1 0 1Collier 5 1 0 0 6 0 6Columbia 6 0 0 0 6 0 6DeSoto 0 0 0 0 0 0 0Dixie 0 0 0 0 0 0 0Duval 8 0 0 0 8 0 8Escambia 4 0 0 0 4 0 4Flagler 1 0 0 0 1 0 1Franklin 0 0 0 0 0 0 0Gadsden 0 0 0 0 0 0 0Gilchrist 0 0 0 0 0 0 0Glades 0 0 0 0 0 0 0Gulf 3 0 0 0 3 0 3Hamilton 2 0 0 0 2 0 2Hardee 0 0 0 0 0 0 0Hendry 0 0 0 0 0 0 0Hernando 5 0 0 0 5 0 5Highlands 10 0 0 0 10 0 10Hillsborough 15 0 0 0 15 0 15Holmes 0 0 0 0 0 0 0Indian River 0 0 0 0 0 0 0Jackson 0 0 0 0 0 0 0Jefferson 0 0 0 0 0 0 0Lafayette 0 0 0 0 0 0 0Lake 8 0 0 0 8 0 8Lee 5 0 0 0 5 0 5Leon 5 0 0 0 5 0 5Levy 0 0 0 0 0 0 0Liberty 0 0 0 0 0 0 0


Availability Service Closed Open 0Madison 1 0 0 0 1 0 1Manatee 0 0 0 0 0 0 0Marion 0 2 0 0 2 0 2Martin 6 0 0 0 6 0 6Miami-Dade 7 1 0 0 8 0 8Monroe 2 0 0 0 2 0 2Nassau 0 0 0 0 0 0 0Okaloosa 0 0 0 0 0 0 0Okeechobee 0 0 0 0 0 0 0Orange 7 0 0 0 7 0 7Osceola 0 0 0 0 0 0 0Palm Beach 9 0 0 0 9 0 9Pasco 3 0 0 0 3 0 3Pinellas 7 0 0 0 7 0 7Polk 8 0 0 0 8 0 8Putnam 0 0 0 0 0 0 0St. Johns 0 0 0 0 0 0 0St. Lucie 7 0 0 0 7 0 7Santa Rosa 0 0 0 0 0 0 0Sarasota 5 0 0 0 5 0 5Seminole 0 0 0 0 0 0 0Sumter 0 0 0 0 0 0 0Suwannee 8 0 0 0 8 0 8Taylor 2 0 0 0 2 0 2Union 0 0 0 0 0 0 0Volusia 8 0 0 0 8 0 8Wakulla 0 0 0 0 0 0 0Walton 1 0 0 0 1 0 1Washington 0 0 0 0 0 0 0

Totals 181 4 0 0 185 0 185

Mar-14

TD Ombudsman Calls

County Funding Other

Total

Total

Funding OtherCounty

Medicaid Helpline Report (03/01/2008 -03/31/2011)3/1/2014 3/31/2014

Medicaid-Quality of Service 03-Mar-14

03-Mar-14

20113

Customer is having several problems with MMG transportation. The customer’s first concern is with MMS’s scheduling. The customer stated that when MMG drops off multiple dialysis patients, they expect to pick them all back up at the same time. The problem with that, is that some patients require a longer treatment than others. Customer stated that she has one patient who has been cut short of his dialysis every day, because MMG is there to pick him up, and refuses to come back when he’s done. The customer’s health is getting worse and his treatments can’t be cut short again. The customer’s second concern happened today when she called MMG to arrange a pickup for a customer. The customer called and spoke to a female, who was rude and told the customer she couldn’t be helped. When the customer asked for her name, the MMG worker cussed at her and hung up on her. The customer stated that she called around 2:50 and spoke to a female. She would like the call to be researched and to find at who cussed at her and hung up on her. The customer’s third and final concern is with reaching MMG’s complaint department. The customer stated that she has requested several times to speak to someone about a concern, and was transferred to a number within MMG that no one answers. The customer has left several messages and has yet to receive a call back.

We have spoken with the customer and have made arrangements to fix the problems. The customer didn’t understand our procedures now all is well

The Ombudsman forwarded the concern to the CTC/STP for investigation, findings, and action taken.

Intake Date

Close Date

File #

CUSTOMER

CTC/STP

OMBUDSMAN



The CTC/STP reported the following findings / actions:

Hillsborough


Ombudsman contacted the customer to insure all her questions were answered.


17-Mar-14

20116

Customer is trying to schedule transportation for her son to see his Neurologist. The customer’s son has a brain tumor and desperately needs to see his Neurologist. The customer contacted MMG today, to schedule a trip for Friday

Intake Date

Close Date

File #


Hillsborough


(March 21). The customer was told by MMG that they could not provide the service, because they were booked on Friday. The customer is confused why she is being denied when she contacted MMG more than 72 hours in advance.

The client never stated the trip was urgent care. We will call the client and arrange transportation


CTC/STP




The ombudsman contacted the customer back to inform them of their ride update.


24-Mar-14

20107

I received a call earlier today on regards of the transportation service provide to customer by MMG. Customer claims that the driver Sonia from MMG expressed her presence at the pickup for Customer claims she attempted to communicate with Sonia the driver and believes Sonia just drove away as Customer walked back in the building to get her mother Customer does not speak English and wishes to make a complaint on the driver Sonia from MMG. I explained to Customer that drivers are not required to know the Spanish Language and failure of the customer to communicate in English is not a valid motive for a formal complaint. I also rectified Customer misinterpretation on drivers being required to assist clients down stairs in wheel chairs or being required to wait on clients for a long period of time. I wanted to make you aware of the situation and believe it may be easily resolved if Customer was able to communicate with your staff. If you have a Spanish speaking personnel, may you please contact Customer (813-532-9907) and let her know you are aware of the situation and how it may be resolved to avoid future occurrences.

We have called customer and given her the rules of transporting clients. Kevin


Intake Date

Close Date

File #

CUSTOMER

CTC/STP

OMBUDSMAN




Hillsborough




12-Mar-14

20115

Customer had a blood transfusion yesterday at Miami Children’s Hospital. Half way through the procedure, the MV bus driver stated that they had to leave, and could not wait for the completion of the transfusion. The customer was then removed from his blood transfusion procedure and transported home. The customer is very upset that he was not allowed to complete the procedure.

First of all there scheduled return time was 2pm there wanted our clients and driver to wait until 630pm If they need all day service they must find another way and they have to follow policy If they need to go tomorrow they have to be done by 2pm


Intake Date

Close Date

File #

CUSTOMER

CTC/STP

OMBUDSMAN




St. Lucie




Availability Service Closed Open

Alachua 4 0 0 0 4 0 4Baker 0 0 0 0 0 0 0Bay 0 0 0 0 0 0 0Bradford 0 0 0 0 0 0 0Brevard 8 0 0 0 8 0 8Broward 9 0 0 0 9 0 9Calhoun 0 0 0 0 0 0 0Charlotte 0 0 0 0 0 0 0Citrus 0 0 0 0 0 0 0Clay 0 0 0 0 0 0 0Collier 3 0 0 0 3 0 3Columbia 3 0 0 0 3 0 3DeSoto 0 0 0 0 0 0 0Dixie 0 0 0 0 0 0 0Duval 8 0 0 0 8 0 8Escambia 5 0 0 0 5 0 5Flagler 0 0 0 0 0 0 0Franklin 1 0 0 0 1 0 1Gadsden 1 0 0 0 1 0 1Gilchrist 1 0 0 0 1 0 1Glades 0 0 0 0 0 0 0Gulf 2 0 0 0 2 0 2Hamilton 1 0 0 0 1 0 1Hardee 0 0 0 0 0 0 0Hendry 0 0 0 0 0 0 0Hernando 5 0 0 0 5 0 5Highlands 3 0 0 0 3 0 3Hillsborough 18 3 0 0 21 0 21Holmes 0 0 0 0 0 0 0Indian River 0 0 0 0 0 0 0Jackson 1 0 0 0 1 0 1Jefferson 0 0 0 0 0 0 0Lafayette 0 0 0 0 0 0 0Lake 6 0 0 0 6 0 6Lee 7 0 0 0 7 0 7Leon 3 0 0 0 3 0 3Levy 0 0 0 0 0 0 0Liberty 0 0 0 0 0 0 0


Availability Service Closed Open 0Madison 1 0 0 0 1 0 1Manatee 3 0 0 0 3 0 3Marion 3 0 0 0 3 0 3Martin 0 0 0 0 0 0 0Miami-Dade 8 0 0 0 8 0 8Monroe 0 0 0 0 0 0 0Nassau 0 0 0 0 0 0 0Okaloosa 1 0 0 0 1 0 1Okeechobee 0 0 0 0 0 0 0Orange 10 0 0 0 10 0 10Osceola 0 0 0 0 0 0 0Palm Beach 12 0 0 0 12 0 12Pasco 0 2 0 0 2 0 2Pinellas 15 0 0 0 15 0 15Polk 2 0 0 0 2 0 2Putnam 0 0 0 0 0 0 0St. Johns 0 0 0 0 0 0 0St. Lucie 16 2 0 0 18 0 18Santa Rosa 0 0 0 0 0 0 0Sarasota 0 0 0 0 0 0 0Seminole 0 0 0 0 0 0 0Sumter 0 0 0 0 0 0 0Suwannee 7 0 0 0 7 0 7Taylor 3 0 0 0 3 0 3Union 0 0 0 0 0 0 0Volusia 8 0 0 0 8 0 8Wakulla 0 0 0 0 0 0 0Walton 2 0 0 0 2 0 2Washington 0 0 0 0 0 0 0

Totals 180 7 0 0 187 0 187

Funding OtherCounty

March. 2014

Medicaid Ombudsman Calls

County Funding Other

Total

Total

TD Helpline Report ( 06/01/08 - 06/24/2008)4/1/2014 4/30/2014

Quality of Service 23-Apr-1424-Apr-14

20112

Customer used Good Wheels for transportation to her dialysis appointments. She was not happy with the service she was getting so she spoke to Mr. Bowman at Good Wheels and complained to him about being picked up too early for her appointments (she lives 15 minutes away) and being dropped off after taking other people home first. About a month ago, Good Wheels came to pick her up at 5:30 am for a 7:00 appointment. The driver didn’t come to her door or call her to let her know he was there. She ran outside when she heard the van backing out, but the driver didn’t stop. Good Wheels has not been back to pick her up so she has since started using the public bus system which works out better for her.

Customer does not want to ride Good Wheels again, she just wanted to file a complaint against them because she knows other riders are having the same problem.

We are familiar with the Customer. She is however listed as QMB in Medicaid records which makes her ineligible for Medicaid transportation. We provided her with one of our Transportation Disadvantaged (TD) applications and she has been eligible under that program.

Rob Bowman (Good Wheels VP, Operations) spent a good deal of one-on-one time with this client following her complaint last month. It became clear that the only satisfactory solution would be the Lee Tran bus pass program option whereby Good Wheels provides a unlimited monthly pass on our local fixed route system for a $1.00 co-payment.

Since that meeting Mr. Bowman had been unable to reach the Customer at her prior number. He will contact her at the new number and finalize this arrangement (note: she is now utilizing Lee Tran).

Tom Nolan


Intake Date

Close Date

File #

CUSTOMER

CTC

OMBUDSMAN




Lee


Monday, June 09, 2014 Page 1 of 1


Availability Service Closed Open0 6

Alachua 5 0 0 0 5 0 5

Baker 0 0 0 0 0 0 0

Bay 0 0 0 0 0 0 0

Bradford 1 0 0 0 1 0 1

Brevard 6 0 0 0 6 0 6

Broward 8 0 0 0 8 0 8

Calhoun 0 0 0 0 0 0 0

Charlotte 0 0 0 0 0 0 0

Citrus 0 0 0 0 0 0 0

Clay 1 0 0 0 1 0 1

Collier 4 0 0 0 4 0 4

Columbia 5 0 0 0 5 0 5

DeSoto 0 0 0 0 0 0 0

Dixie 0 0 0 0 0 0 0

Duval 7 0 0 0 7 0 7

Escambia 6 0 0 0 6 0 6

Flagler 0 0 0 0 0 0 0

Franklin 0 0 0 0 0 0 0

Gadsden 1 0 0 0 1 0 1

Gilchrist 0 0 0 0 0 0 0

Glades 0 0 0 0 0 0 0

Gulf 0 0 0 0 0 0 0

Hamilton 1 0 0 0 1 0 1

Hardee 0 0 0 0 0 0 0

Hendry 0 0 0 0 0 0 0

Hernando 1 0 0 0 1 0 1

Highlands 8 0 0 0 8 0 8

Hillsborough 12 0 0 0 12 0 12

Holmes 0 0 0 0 0 0 0

Indian River 1 0 0 0 1 0 1

Jackson 1 0 0 0 1 0 1

Jefferson 0 0 0 0 0 0 0

Lafayette 0 0 0 0 0 0 0

Lake 5 0 0 0 5 0 5

Lee 3 1 0 0 4 0 4

Leon 6 0 0 0 6 0 6

Levy 0 0 0 0 0 0 0

Liberty 0 0 0 0 0 0 0

County

Apr-14

TD Ombudsman Calls

TotalFunding Other


Availability Service Closed Open 0

Madison 0 0 0 0 0 0 0

Manatee 1 0 0 0 1 0 1

Marion 0 0 0 0 0 0 0

Martin 4 0 0 0 4 0 4

Miami-Dade 5 0 0 0 5 0 5

Monroe 0 0 0 0 0 0 0

Nassau 0 0 0 0 0 0 0

Okaloosa 0 0 0 0 0 0 0

Okeechobee 0 0 0 0 0 0 0

Orange 9 0 0 0 9 0 9

Osceola 1 0 0 0 1 0 1

Palm Beach 13 0 0 0 13 0 13

Pasco 5 0 0 0 5 0 5

Pinellas 9 0 0 0 9 0 9

Polk 5 0 0 0 5 0 5

Putnam 1 0 0 0 1 0 1

St. Johns 0 0 0 0 0 0 0

St. Lucie 5 0 0 0 5 0 5

Santa Rosa 0 0 0 0 0 0 0

Sarasota 6 0 0 0 6 0 6

Seminole 0 0 0 0 0 0 0

Sumter 0 0 0 0 0 0 0

Suwannee 6 0 0 0 6 0 6

Taylor 0 0 0 0 0 0 0

Union 0 0 0 0 0 0 0

Volusia 7 0 0 0 7 0 7

Wakulla 0 0 0 0 0 0 0

Walton 2 0 0 0 2 0 2

Washington 0 0 0 0 0 0 0

Totals 161 1 0 0 162 0 162

County Funding Other Total

Medicaid Helpline Report (03/01/2008 -03/31/2011)4/1/2014 4/30/2014

Medicaid-Quality of Service 16-Apr-14

16-Apr-14

20111

Customer claims driver by the name Mr. Davis, Vehicle number 86, failed to assist her with securing her toddlers child safety seat and informed the customer that the need for the seat was not necessary. Customer also claims that the driver was traveling at excessive speeds and was requested her and other passengers to please reduce his speed. Customer requested for the driver to pull over and let her off the vehicle when the driver failed to reduce the excessive speeds. Customer claims, the driver found it amusing and decided to raise the speeds even more when Customer was requesting to exit the vehicle in fear of her and her child safety. Customer claims she has tried to contact MMG to request assistance on the issues, but has found it MMG assistance useless. Customer was informed that we would have Mr. Kevin Murdy look into the situation, Mr. Murdy is the person in charge of MMG transportation and we assured that Mr. Murdy would not tolerate any unethical behavior by any of his drivers that would put a client’s life in danger. Customer was also informed that if such situation ever happened to repeat itself, not to hesitate to dial “911” when a driver puts you in a hostile situation.

After researching the trip it was on 4/3/14. The driver was David and he drives RT-612. I have spoken with him and he swears nothing of this nature occurred. David has been driving for us for 5 years and has a spotless record. I am going to have him renew his Sensitivity class and he will need to do a refresher course with our safety instructor. We don’t take complaints like this lightly. Your advise to the client was correct, if there is a dangerous situation please don’t hesitate to call 911. Kevin


Intake Date

Close Date

File #

CUSTOMER

CTC/STP

OMBUDSMAN




Hillsborough




24-Apr-14

20126

Customer is having problems with Sessaly Rose transportation. Customer was picked up over three hours late yesterday, and today the same is happening.

She is currently waiting for her son to be picked up.

The customer was contacted and transportation provided.


Intake Date

Close Date

File #

CUSTOMER

CTC/STP

OMBUDSMAN




Leon



26-Apr-14

20128

Customer is having problems with her Medicaid transportation services. Customer has been picked up and delivered late on several occasions, and is really upset with the services. Customer stated that she has Lupus disease and can not be on the bus for hours at a time.

The customer was contacted and transportation services scheduled.


Intake Date

Close Date

File #

CUSTOMER

CTC/STP

OMBUDSMAN




Orange




Availability Service Closed Open

Alachua 3 0 0 0 3 0 3

Baker 0 0 0 0 0 0 0

Bay 2 0 0 0 2 0 2

Bradford 0 0 0 0 0 0 0

Brevard 7 0 0 0 7 0 7

Broward 7 0 0 0 7 0 7

Calhoun 0 0 0 0 0 0 0

Charlotte 1 0 0 0 1 0 1

Citrus 0 0 0 0 0 0 0

Clay 0 0 0 0 0 0 0

Collier 1 0 0 0 1 0 1

Columbia 0 0 0 0 0 0 0

DeSoto 1 0 0 0 1 0 1

Dixie 0 0 0 0 0 0 0

Duval 7 0 0 0 7 0 7

Escambia 3 0 0 0 3 0 3

Flagler 1 0 0 0 1 0 1

Franklin 0 0 0 0 0 0 0

Gadsden 0 0 0 0 0 0 0

Gilchrist 2 0 0 0 2 0 2

Glades 0 0 0 0 0 0 0

Gulf 1 0 0 0 1 0 1

Hamilton 0 0 0 0 0 0 0

Hardee 0 0 0 0 0 0 0

Hendry 1 0 0 0 1 0 1

Hernando 6 0 0 0 6 0 6

Highlands 1 0 0 0 1 0 1

Hillsborough 12 1 0 0 13 0 13

Holmes 0 0 0 0 0 0 0

Indian River 0 0 0 0 0 0 0

Jackson 1 0 0 0 1 0 1

Jefferson 1 0 0 0 1 0 1

Lafayette 0 0 0 0 0 0 0

Lake 4 0 0 0 4 0 4

Lee 6 0 0 0 6 0 6

Leon 6 1 0 0 7 0 7

Levy 0 0 0 0 0 0 0

Liberty 0 0 0 0 0 0 0

TotalFunding OtherCounty

April. 2014

Medicaid Ombudsman Calls


Availability Service Closed Open 0

Madison 0 0 0 0 0 0 0

Manatee 5 0 0 0 5 0 5

Marion 5 0 0 0 5 0 5

Martin 0 0 0 0 0 0 0

Miami-Dade 11 0 0 0 11 0 11

Monroe 0 0 0 0 0 0 0

Nassau 2 0 0 0 2 0 2

Okaloosa 0 0 0 0 0 0 0

Okeechobee 0 0 0 0 0 0 0

Orange 7 1 0 0 8 0 8

Osceola 2 0 0 0 2 0 2

Palm Beach 9 0 0 0 9 0 9

Pasco 0 0 0 0 0 0 0

Pinellas 17 3 0 0 20 0 20

Polk 5 0 0 0 5 0 5

Putnam 0 0 0 0 0 0 0

St. Johns 0 0 0 0 0 0 0

St. Lucie 12 1 0 0 13 0 13

Santa Rosa 0 0 0 0 0 0 0

Sarasota 0 0 0 0 0 0 0

Seminole 0 0 0 0 0 0 0

Sumter 0 0 0 0 0 0 0

Suwannee 5 0 0 0 5 0 5

Taylor 2 0 0 0 2 0 2

Union 0 0 0 0 0 0 0

Volusia 5 0 0 0 5 0 5

Wakulla 0 0 0 0 0 0 0

Walton 2 0 0 0 2 0 2

Washington 0 0 0 0 0 0 0

Totals 163 7 0 0 170 0 170

TotalCounty Funding Other

clawgesp

Typewritten Text

Agenda Item AD-2

LCB UpdateTOPS PARATRANSIT SERVICE

Contract Year 2013 - 2014 July7/1-31/2013

August8/1-31/2013

September9/1-30/2013

October10/1-31/2013

November11/1-30/2013

December12/1-31/2013

January1/1-31/2014

February2/1-28/2014

March3/1-31/2014

April4/1-30/2014

May5/1-31/2014

June6/1-30/2014

Total2013 - 2014

Page 1 of 2Run Date: 5/20/2014 2:59:36 PM

V0696801B1

Total Passenger Count 56,727 58,520 55,810 62,557 53,544 53,434 56,661 53,788 56,608 59,253 57,383 624,285

Total DollarsADATDEVACUATIONFUELINKTEL

$1,002,850 $962,042 $1,015,326 $1,125,834 $983,418 $983,462 $1,063,493 $1,095,688 $1,214,044 $1,284,382 $10,730,539$324,806 $405,429 $292,751 $323,550 $265,830 $264,766 $263,241 $159,952 $110,540 $100,861 $2,511,726

$21,634 $22,301 $15,872 $8,953 $7,646 $12,711 $10,930 $12,955 $21,794 $31,327 $166,123$85,618 $95,692 $92,294 $90,365 $79,066 $86,639 $78,798 $76,747 $72,817 $74,037 $832,073

Average Cost Per Billable Trip $26.36 $26.50 $26.48 $25.79 $26.03 $26.29 $25.92 $25.96 $26.05 $26.17 $23.74

$1,434,908 $1,485,464 $1,416,243 $1,548,702 $1,335,960 $1,347,578 $1,416,462 $1,345,342 $1,419,195 $1,490,607 $14,240,461

AMTINKTELLUCANUS

MEDEXTLC

Compliments

13 14 11 18 14 6 11 12 19 7 19 1449 6 6 4 6 4 6 3 6 2 525 3 3 6 6 2 6 8 10 3 4 56

11 10 9 15 9 6 3 9 9 7 3 911 1

39 34 29 47 36 18 26 33 38 23 28 351

BCT 3 1 1 5

75%

18%

1%

6%

Clients 53,186 54,814 52,316 58,703 50,142 50,054 53,300 50,540 53,161 55,645 53,773 585,634Companions 1,250 1,237 1,167 1,338 1,184 1,208 1,352 1,278 1,325 1,314 1,476 14,129PCA's 2,291 2,469 2,327 2,516 2,218 2,172 2,009 1,970 2,122 2,294 2,134 24,522

94%

2%

4%

Total Clients RegisteredADATDVISITORS

New Clients

TDVISITORS

11,362 11,149 10,871 10,613 10,366 10,109 9,887 9,671 9,400 9,141 8,840 N / A928 897 855 823 783 741 715 673 632 582 536 N / A490 515 536 567 583 596 619 650 663 669 674 N / A

81 89 107 84 71 78 82 48 85 83 88 89616 18 5 2 8 3 7 8 5 52 12437 30 32 41 35 34 32 50 34 36 29 390

12,780 12,561 12,262 12,003 11,732 11,446 11,221 10,994 10,695 10,392 10,050 N / A

134 137 144 127 114 115 121 98 127 124 169 1,410ADA64%

9%

28%

Service Statistics:

Eligibility Statistics:

clawgesp

Typewritten Text

Agenda Item AD-3

LCB UpdateTOPS PARATRANSIT SERVICE

Contract Year 2013 - 2014 July7/1-31/2013

August8/1-31/2013

September9/1-30/2013

October10/1-31/2013

November11/1-30/2013

December12/1-31/2013

January1/1-31/2014

February2/1-28/2014

March3/1-31/2014

April4/1-30/2014

May5/1-31/2014

June6/1-30/2014

Total2013 - 2014

Page 2 of 2Run Date: 5/20/2014 2:59:36 PM

V0696801B1

Mileage

AMTINKTELLUCANUS

MEDEXTLC

Complaints • Ratio per 1k

122 228 204 200 127 108 130 136 141 120 157 1,67342 46 40 660 73 33 41 50 38 34 40 1,09769 92 102 110 58 42 59 85 60 62 45 78453 58 80 77 59 29 49 31 48 37 38 55911 7 18

298 433 435 1,606 834 282 475 332 325 283 337 5,640

5.1

4.15.82.9

5.5

8.3

5.45.75.8

7.7

7.4

6.68.2

8.1

6.4

6.17.3

26.7

4.7

3.86.6

16.2

4.1

2.83.1

5.5

4.5

3.75.1

8.7

4.9

5.73.3

6.4

4.9

3.84.7

6.0

4.0

3.83.5

5.0

5.3

2.93.8

6.1

5.4n/a4.45.23.6

9.4

1 4 3 3 4 152.9 6.9 8.5 8.5 9.6 6.4

BCT 1 5 555 512 66 195 30 38 30 56 1,488 n/aB&L

1.681.701.701.691.691.671.671.681.711.691.671.631.871.891.891.871.871.841.851.871.911.851.861.83

TLCMEDEXLUCANUSAMT

Passengers Per Revenue Hour

1.992.052.051.981.991.971.972.042.101.931.931.921.761.841.831.801.771.741.721.731.751.751.741.671.962.001.95

CANTOR 6.736.546.606.696.626.906.946.866.786.666.576.88MSSC 7.737.408.048.078.616.556.507.868.718.287.937.19NEFP 3.633.403.523.383.353.433.853.843.684.153.713.60NWFP 6.295.865.965.886.106.146.326.446.696.656.716.47

692,535 708,356 689,531 743,994 636,870 646,206 684,515 642,345 678,149 707,852 686,466 7,516,818Vehicle Miles:347,751 379,729 384,029 422,560 366,135 366,410 401,401 374,545 390,025 413,801 404,525 4,250,911AMT

9,033 8,300 15,276 9,194 8,167 9,943 59,912B&L6,564 6,728 5,139 6,670 5,616 6,290 6,400 5,880 6,660 5,617 6,079 67,644CANT

168,523 169,403 157,029 165,971 140,093 143,143 152,509 142,697 150,639 153,751 148,256 1,692,012LUC111,619 122,957 121,254 131,371 110,837 113,859 117,549 113,046 124,142 127,733 120,614 1,314,979MDX

331 273 207 431 264 228 273 298 347 313 322 3,287MSSC3,280 3,257 2,638 3,212 2,389 2,547 2,620 2,389 2,419 2,663 2,934 30,348NEFP4,425 4,931 3,960 4,585 3,370 3,787 3,764 3,491 3,916 3,974 3,735 43,937NWFP

41,010 12,777 53,787TLC

Revenue Miles: 571,106 589,331 574,910 615,665 528,153 536,027 560,310 527,973 560,138 585,882 566,126 6,215,621275,858 308,785 312,868 341,788 296,645 295,875 318,621 298,606 313,637 333,726 325,643 3,422,051AMT

9,033 8,299 15,276 9,187 8,167 9,943 59,905B&L4,636 4,815 3,631 4,610 4,072 4,237 4,433 4,021 4,314 3,896 4,177 46,843CANT

140,961 142,672 132,839 140,452 118,572 121,534 129,628 121,998 128,681 131,675 126,299 1,435,311LUC96,156 106,600 105,346 113,622 96,177 99,625 102,843 98,823 108,671 111,523 105,001 1,144,387MDX

237 181 128 246 204 152 175 225 257 225 226 2,256MSSC2,415 2,487 2,068 2,483 1,888 1,940 1,944 1,810 1,783 1,933 2,075 22,826NEFP3,232 3,346 2,754 3,277 2,428 2,721 2,666 2,491 2,795 2,904 2,704 31,318NWFP

38,578 12,146 50,723TLC

clawgesp

Typewritten Text

Agenda Item AD-4

Documents

Paratransit SAFETY WORKSHOP Hosted by FDOTarchive.browardmpo.org/system/agenda/LCB_Agenda... · Committee for LCB By-laws Review, LCB Grievance Procedures, and Community Transportation