This document outlines the agenda and recommendations from a meeting to discuss policy changes to the Capital MetroAccess program. The recommendations address service levels, eligibility and appeals processes, taxi voucher programs, service area boundaries, and call center hours. Break-out sessions were held to discuss each topic, with the goal of reaching consensus on recommendations to the Board of Directors. Next steps include additional community outreach, public hearings, and Board adoption of new MetroAccess policies and an updated ADA Plan.

1. Capital MetroAccess
Policy Outreach
September 2010
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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
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3. Let’s Have a Productive Meeting
• Ask Navigators if you need assistance
• Please hold your questions
until the break-out sessions
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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
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5. Policy
• Service Level
• Open Returns
• MetroAccess Eligibility and Appeals Processes
• Taxi Vouchers
• Service Area
• Call Center Days/Hours
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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
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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
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8. New Customers
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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
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10. Current Customers
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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.
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12. New and Current
Customers
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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
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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
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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
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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
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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
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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
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