No Show Policy

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No Show Policy

Post by MTS-Boomer on Mon Oct 10, 2016 9:22 am

We have a letter that all new riders are given stating our No-Show policy. They are informed that it will be tracked and enforced. We do look at extenuating circumstances.

MTS-Boomer

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Join date : 2016-10-10

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Re: No Show Policy

Post by Carmalee on Mon Oct 17, 2016 12:28 pm

Here is our policy:
 
“Rules Regarding “No Shows”
 
 
PATTERN OR PRACTICE OF MISSED TRIPS BY THE RIDER
 
The DOT ADA regulation addresses important principles about how the ADA allows transit agencies to impose service suspensions based on passenger no-shows. The DOT ADA regulation Appendix D, which provides interpretive guidance on the regulation, states:
It is very important to note that sanctions could be imposed only for a "pattern or practice" of missed trips. A pattern or practice involves intentional, repeated or regular actions, not isolated, accidental, or singular incidents. Moreover, only actions within the control of the individual count as part of a pattern or practice. Missed trips due to operator error are not attributable to the individual passenger for this purpose. If the vehicle arrives substantially after the scheduled pickup time, and the passenger has given up on the vehicle and taken a taxi or gone down the street to talk to a neighbor, that is not a missed trip attributable to the passenger. If the vehicle does not arrive at all, or is sent to the wrong address, or to the wrong entrance to a building, that is not a missed trip attributable to the passenger. There may be other circumstances beyond the individual's control (e.g., a sudden turn for the worse in someone with a variable condition, a sudden family emergency) that make it impracticable for the individual to travel at the scheduled time and also for the individual to notify the entity in time to cancel the trip before the vehicle comes. Such circumstances also would not form part of a sanctionable pattern or practice
 
DON'T COUNT NO-SHOWS BEYOND RIDER'S CONTROL
The ADA does not allow transit agencies to base a suspension of service on any trips missed by a rider for reasons beyond his or her control, including trips missed due to transit agency error or lateness. Those trips may not be a basis for determining that a pattern or practice of missing scheduled trips exists.
 
 
 
LATE CANCELLATION
A "Late Cancellation" occurs when a customer cancels a trip less than one (1) hours before the start of the 30-minute pick-up window. 
 
WHAT IS BEYOND THE RIDER'S CONTROL?
There are many circumstances that may be beyond the rider's control, including but not limited to:
·   Family emergency
·   Illness that precluded the rider from calling to cancel
·   Personal attendant or another party who didn't arrive on time to assist the rider
·   Rider was inside calling to check the ride status and was on hold for extended time
·   Rider's appointment ran long and did not provide opportunity to cancel in a timely way
·   Another party cancelled rider's appointment
·   Rider's mobility aid failed
·   Sudden turn for the worse in someone with a variable condition
·   Adverse weather impacted rider's travel plans, precluding the rider from cancelling in a timely way
Transit agency error, which may not be counted as a rider no-show, includes but is not limited to:
·   Vehicle arrived late, after the pickup window
·   Vehicle arrived early, before the pickup window, and rider was not ready to go
·   Vehicle never arrived
·   Vehicle went to the wrong location
·   Driver didn't follow correct procedures to locate the rider
·   Rider cancelled in a timely way but the cancellation was not recorded correctly or wasn't transmitted to the driver in time
 
The details of local policy and guidance on the types of circumstances that will be considered beyond a rider's control should be developed with public input. Riders are in the best position to describe the circumstances that may arise that preclude a timely cancellation.
 
In order for a no show to be recorded, each of the following conditions must occur:
 
1.     The rider must have a scheduled ADA Paratransit trip.
 
2.     The driver must arrive at the scheduled pick-up point no later than fifteen (15) minutes before or after the scheduled pick-up time or arrive no more than 60 minutes before the scheduled appointment time.
 
3.     The driver must wait at least five (5) full minutes within the scheduled pick-up  window, and the rider fails to approach the vehicle.
 
4.     The City’s Dispatch Operations Center must call the customer.
 
5.     The driver must leave a door hanger.
 
6.     In any calendar month, any customer who has booked ten trips or more and has "No ­showed" or "late cancelled" at least 10% of those trips will receive a suspension notice.* Additionally, to ensure that only habitual offenders are suspended, a customer will have to have no showed or late cancelled at least 10% or more of their booked trips to receive a suspension. A customer will be subject to suspension only if both the minimum number of trips booked and the minimum percentage numbers are reached during the calendar month, quarter or year.
 
All customers will receive telephone calls and written notification form City of Raleigh Staff or it subcontractors once an ADA customer starts to show a pattern or practice of no shows or late cancellations.
 
Suspensions
Customers incurring excessive missed trips could be suspended for a reasonable period of time. Repeated violations will result in longer suspension periods each time.

The following suspension periods shall apply to violations that occur within the same rolling 12-month period.
1st suspension    1 Week
2nd suspension   2 Weeks
3rd suspension   1 Month
4th suspension “plus”  2 Months
Notification of Suspension
Before a suspension occurs, customers will receive a notice of suspension identifying each trip that was no-showed or late cancelled.  The notice will also advise the customers of the dates when the suspension begins and ends, as well as the date that the customers can start to use Para transit service again.
Right to Appeal Suspension – Verbal or Written
·       Customers must submit intent to appeal verbally or in writing.
·       Customers must document why they believe that the violations should be excused and any supporting documentation.
·       The verbal or written appeal and supporting documents must be received within 30 calendar days of the date the notice of suspension was issued.
Appeal Hearing
Customers will be contacted to schedule an appeal hearing if denied during the administrative appeal.  Customers must be available to attend the hearing at a mutually agreed-upon location and date.
No suspension will take effect if the customer has filed an appeal in accordance with the instructions and deadlines noted in the “To File an Appeal” section of this policy and the Para transit Appeals Board has not determined the outcome of the appeal.
Appeal Decision
The City of Raleigh will advise customers in writing of its decision concerning their appeal.  If the decision upholds the suspension, the notice of decision will provide customers with the beginning and ending dates of the suspension period.   The decision of the Para transit Appeals Board is final.
 
City of Raleigh will retain records on customer compliance with this policy for the current calendar year.  A warning letter and copy of this policy will be issued upon the second violation of the year.
 
 
"No Strand" Policy
 
The City of Raleigh is committed to the safety and security of its customers. If we provide transportation for a customer to a given location, we will make every attempt to provide the return trip, even if the customer fails to appear for boarding within the scheduled pickup window.  Return service will be provided as soon as possible but may be delayed depending upon prevailing traffic conditions and scheduling considerations.
If a customer is a no-show, as defined in the no show policy, for a return trip to their original pickup location, a vehicle will be sent back to the scheduled location to prevent the occurrence of a stranded passenger.  The exceptions to this policy include but are not limited to the following:
·       The customer booked a one way trip to a location and did not schedule a return trip.
·       The customer requests to disembark from the vehicle before reaching his/her destination.
·       The customer refuses to follow applicable operational and/or safety policies required for transport.
·       The customer demonstrates inappropriate, aggressive, threatening, or abusive behavior toward others.
·       At times when transportation is not possible due to weather conditions, Acts of God, acts of terrorism, civil disturbances, work stoppage or any other natural disaster outside of City of Raleigh’s control that may cause the suspension of service.
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Carmalee

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Join date : 2016-09-28

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Re: No Show Policy

Post by MTS-Boomer on Wed Oct 19, 2016 3:39 pm

Here is ours:

NO- SHOW PROCEDURES

No Shows occur when an individual:
• Misses their appointment or scheduled pick-up without notifying MTS of the cancellation two hours prior to the appointment time
• Refuses to ride when the provider arrives
• Is not ready when the driver arrives and the driver leaves after waiting 5 min.

Vendor Notification of No shows
• DSS Contract Administrators will be notified of No Shows by the vendor weekly.
• Vendor will complete No Show form and fax to 704-319-9166 or enter the customer no show in the Vendor TransWeb system.
• Based on this report the customer will be sent a letter (1st warning, 2nd warning, or suspension).

Notification of No shows to Customers
• Client will receive a first written warning after they were a “no show” the first time.
• Customer will receive a 2nd written warning for the second no show within a 45-day period.
• For the third no show within a 45-day period the customer will receive a notice of suspension, suspending them for 90 days.
• After 90 days the customer can resume their transportation.
• If the customer has three more No shows in a 90-day period, they will be suspended from the transportation program for 6 months.
• Excessive no-shows resulting in repeated suspensions will result in termination from the transportation program.


Reinstatement
• When a customer’s suspension has ended customer will be mailed the Responsibilities of riding with MTS.
• Customer will need to contact CSG to have TAF completed.



PASSENGER SUSPENSION

When a MTS passenger breaks one the MTS System Passenger Guidelines, the following procedure will be followed:
• 1st Offense - The passenger will receive verbal warning from a MTS staff member. If the passenger receives transportation services through either a human service agency or an agency that contracts with MTS for transportation, the sponsoring agency will be notified.
• 2nd Offense – The passenger will be suspended for a period of three (3) days. A member of MTS Administrative team will notify the passenger of their suspension by phone and in writing. The sponsoring agency (if any) will also receive notification by the MTS office, and a copy of the written suspension will be sent to the proper personnel at the sponsoring agency’s office.
• 3rd Offense – The passenger will be suspended for a period of 10 working days. A member of MTS Administrative team will notify the passenger of their suspension by phone and in writing. The sponsoring agency (if any) will also receive notification by the MTS office, and a copy of the written suspension will be sent to the proper personnel at the sponsoring agency’s office.
• 4th Offense – The passenger will be suspended for a period of 30 working days. A member of MTS Administrative team will notify the passenger of their suspension by phone and in writing. The sponsoring agency (if any) will also receive notification by the MTS office, and a copy of the written suspension will be sent to the proper personnel at the sponsoring agency’s office.

Depending on the severity of the passenger’s actions, MTS reserves the right to suspend clients for a time period at their discretion voiding the above procedures.

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Re: No Show Policy

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