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Metro access policy_recommendations

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  • 1. Capital MetroAccess Policy Outreach September 2010 Texas Citizen Fund Building Partnerships that Connect People to Their Community
  • 2. AGENDA Introductions Outline of Meeting Process Presentation 30 minutes Break-Out Rooms 90 minutes – Open Returns 30 minutes – Service Level – Service Area – Call Center Hours – Eligibility 30 Minutes – Taxi Program 30 Minutes Express Lane 90 minutes 2 Texas Citizen Fund Building Partnerships that Connect People to Their Community
  • 3. Let’s Have a Productive Meeting • Ask Navigators if you need assistance • Please hold your questions until the break-out sessions 3 Texas Citizen Fund Building Partnerships that Connect People to Their Community
  • 4. Context August 2008: Metro Mobility Working Group (MMWG) created August 2008–Present: MMWG meets July 21–23, 2010: MMWG Dispute Resolution held July 2010: Four Community Meetings held 4 Texas Citizen Fund Building Partnerships that Connect People to Their Community
  • 5. Policy • Service Level • Open Returns • MetroAccess Eligibility and Appeals Processes • Taxi Vouchers • Service Area • Call Center Days/Hours 5 Texas Citizen Fund Building Partnerships that Connect People to Their Community
  • 6. Service Level Staff Recommendation: MetroAccess will provide three service levels as identified through the eligibility process: • Curb-to-curb • Door-to-door • Door-through-door (non-residential locations only) Customers may request a higher level of service at the time of reservation or drop-off. Staff Recommendation Responds to: Metro Mobility Working Group (MMWG): Consensus Community Feedback: Keep door-through-door option 6 Texas Citizen Fund Building Partnerships that Connect People to Their Community
  • 7. Open Return Policy Staff Recommendation: Trip purposes limited to medical trips (passenger and service animals), jury duty and return from travel Estimated return time required when scheduling trip If a no-show is assessed to the customer as a consequence of a delay beyond his/her control, MetroAccess will remove the no-show upon notification Staff Recommendation Responds to: MMWG: Consensus Community Feedback: Maintain Open Return Services for medical trips, jury duty and travel return 7 Texas Citizen Fund Building Partnerships that Connect People to Their Community
  • 8. New Customers Texas Citizen Fund Building Partnerships that Connect People to Their Community
  • 9. Eligibility and Appeals Processes: New Customers: Eligibility for MetroAccess Service Staff Recommendation: Individual application and medical verification Required individual interview and orientation by staff • Staff Caucus: Required Interview and Orientation 9 Texas Citizen Fund Building Partnerships that Connect People to Their Community
  • 10. Current Customers Texas Citizen Fund Building Partnerships that Connect People to Their Community
  • 11. Eligibility and Appeals Processes: Current Customers: Recertification for MetroAccess Service Staff Recommendation: All existing customers must go through the new eligibility process • Staff Caucus: Interview/Orientation Required. Assessment as needed • Community Caucus: Interview/Orientation Not Required. Assessment Not Required Unconditional eligibility — Customers will only be required to update personal information Conditional eligibility — Customers must go through the eligibility process Customers with conditional eligibility may request an eligibility review at any time Staff Recommendation Responds to: MMWG: Consensus: Unconditionally eligible customers will not go through the full eligibility process to recertify, but all conditionally eligible customers will. Conditional Customers can request reconsideration at any time. Community Feedback : Less restrictive process for unconditionally eligible customers to recertify. 11 Texas Citizen Fund Building Partnerships that Connect People to Their Community
  • 12. New and Current Customers Texas Citizen Fund Building Partnerships that Connect People to Their Community
  • 13. Eligibility Appeals Process New and Current Customers • Appeals Board: Access member, Board appointee, ADA Coordinator and Access Observer (non-voting) • Customer may appeal up to 60 days after the determination letter • MetroAccess will provide a decision within 30 days in the accessible format the customer prefers. Notification will include the address, website and toll-free number of the Federal Transit Administration 13 Texas Citizen Fund Building Partnerships that Connect People to Their Community
  • 14. MetroAccess Eligibility Decision Tree Application with Step #1 professional verification In-person interview Step #2 & orientation by staff Screened In MetroAccess Functional Step #3 assessment Screened In MetroAccess NOT ELIGIBLE FOR METROACCESS APPEALS PROCESS 14 Texas Citizen Fund Building Partnerships that Connect People to Their Community
  • 15. Taxi Vouchers Staff Recommendation: Subscription Vouchers (no consensus reached): MetroAccess will move subscription voucher customers to MetroAccess vehicles as space becomes available Vouchers on Request (no consensus reached): Eliminate Voucher on Request Program due to possible discriminatory practice and concern over wheelchair capacity limitations Overflow Vouchers: Taxi vouchers will be used when MetroAccess vehicle capacity has been reached. These extra trips are referred to as “overflow” trips Staff Recommendation Responds to: MMWG: No consensus reached Community Feedback: Equity concerns for non-ambulatory customers 15 Texas Citizen Fund Building Partnerships that Connect People to Their Community
  • 16. MetroAccess Service Area Staff Recommendation: 3/4 Mile Service Area MetroAccess will work with customers outside of the MetroAccess service area on an individual basis to help meet their transportation needs for the first 90 days. On an individual basis, MetroAccess services may be extend up to 12 months. Staff Recommendation Responds to: MMWG: Item not included in settlement agreement. Community Feedback: Flexibility for customers losing service; Work with each customer to identify transportation options 16 Texas Citizen Fund Building Partnerships that Connect People to Their Community
  • 17. Call Center Operations Staff Recommendation: Call center hours: 7am – 5pm Weekdays 8am – 5pm Weekends 3 days advance reservations through the Call Center Allow 6 days advance reservations through interactive voice response (IVR) and internet Staff Recommendation responds to: MMWG: Prior Consensus Community Feedback: Extend hours for customers with full time jobs & provide incentives for people using IVR or website to schedule trips 17 Texas Citizen Fund Building Partnerships that Connect People to Their Community
  • 18. Next Steps September: Community outreach on recommendations Board public hearing Summary report of community outreach Board adoption of MetroAccess policy changes October: Draft MetroAccess ADA Plan update Board directs staff to take ADA Plan update to public November: ADA Plan public hearing Board adoption of ADA Plan 18 Texas Citizen Fund Building Partnerships that Connect People to Their Community