This document outlines recommendations from a meeting to discuss policy changes to the MetroAccess transportation service. It includes recommendations on service levels, eligibility processes, taxi voucher programs, service areas, and call center operations. The recommendations aim to respond to feedback from a working group and community members while finding consensus where possible. Next steps include community outreach on the recommendations, public hearings, and adopting new policies and an updated ADA plan.

1. Texas Citizen FundBuilding Partnerships that Connect People to Their Community
Capital MetroAccess
Policy Outreach
September 2010

2. Texas Citizen FundBuilding Partnerships that Connect People to Their Community
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. Texas Citizen FundBuilding Partnerships that Connect People to Their Community
• Ask Navigators if you need assistance
• Please hold your questions
until the break-out sessions
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Let’s Have a Productive Meeting

4. Texas Citizen FundBuilding Partnerships that Connect People to Their Community
August 2008: Metro Mobility Working Group
(MMWG) created
August 2008–Present: MMWG meets
July 21–23, 2010: MMWG Dispute Resolution held
July 2010: Four Community Meetings held
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Context

5. Texas Citizen FundBuilding Partnerships that Connect People to Their Community
• Service Level
• Open Returns
• MetroAccess Eligibility and Appeals Processes
• Taxi Vouchers
• Service Area
• Call Center Days/Hours
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Policy

6. Texas Citizen FundBuilding Partnerships that Connect People to Their Community
MetroAccess will provide three service levels as identified
through the eligibility process:
• Curb-to-curb
• Door-to-door
• Door-through-door (non-residential locations only)
Customers may request a higher level of service at the time of
reservation or drop-off.
Staff Recommendation Responds to:
Metro Mobility Working Group (MMWG): Consensus
Community Feedback: Keep door-through-door option
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Service Level
Staff Recommendation:

7. Texas Citizen FundBuilding Partnerships that Connect People to Their Community
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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Open Return Policy
Staff Recommendation:

8. Texas Citizen FundBuilding Partnerships that Connect People to Their Community
New Customers

9. Texas Citizen FundBuilding Partnerships that Connect People to Their Community
Individual application and medical verification
Required individual interview and orientation by staff
• Staff Caucus: Required Interview and Orientation
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Eligibility and Appeals Processes:
New Customers: Eligibility for MetroAccess Service
Staff Recommendation:

10. Texas Citizen FundBuilding Partnerships that Connect People to Their Community
Current Customers

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

12. Texas Citizen FundBuilding Partnerships that Connect People to Their Community
New and Current
Customers

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• Appeals Board: Access member, Board appointee,
ADA Coordinator and Access Observer (non-voting)
• Customer may appeal up to 60 days
after the determination letter
• MetroAccess will provide a decision within
30 days in the accessible format the customer
prefers. Notification will include the address,
website and toll-free number of the Federal
Transit Administration
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Eligibility Appeals Process
New and Current Customers

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Screened In
Step #1
Step #2
Step #3
Application with
professional verification
Screened In MetroAccess
NOT ELIGIBLE FOR METROACCESS APPEALS PROCESS
MetroAccess
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MetroAccess Eligibility Decision Tree
In-person interview
& orientation by staff
Functional
assessment

15. Texas Citizen FundBuilding Partnerships that Connect People to Their Community
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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Taxi Vouchers

16. Texas Citizen FundBuilding Partnerships that Connect People to Their Community
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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MetroAccess Service Area
Staff Recommendation:

17. Texas Citizen FundBuilding Partnerships that Connect People to Their Community
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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Call Center Operations
Staff Recommendation:

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September: Community outreach on recommendations
Board public hearing
Summary report of community outreach
Board adoption of MetroAccess policy changes
October: Draft MetroAccess ADA Plan update
Board directs staff to take ADA Plan update to public
November: ADA Plan public hearing
Board adoption of ADA Plan
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Next Steps