Agenda - 03-17-2015 - 5a - Laserfiche WebLink

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EXHIBIT 7 27 ORANGE COUNTY NORTH H C: ROLI A Orange Public Transportation ADA Paratransit No -Show Policy The mission of Orange Public Transportation (OPT) is to provide quality and efficient ADA paratransit service to passengers while complying with the Americans Disabilities Act (ADA). No Shows, as well as late cancellations, result in wasted trips that could have been used by other passengers. It is the policy of Orange Public Transportation to record each customer's no -shows and apply appropriate sanctions when customers establish a pattern of excessive No- Shows. The policy is necessary in order to recognize the negative impact No -Shows have on the services provided to other passengers. Procedures Orange Public Transportation schedules pick -up and return trips separately. We will assume all scheduled return trips are needed unless notice is given by the passenger. If a passenger is a No -Show for the first trip of the day, Orange Public Transportation will automatically cancel subsequent trips for the day. If, however, the passenger does not need the return or other subsequent trip(s), they will need to cancel them as soon as possible out of courtesy for other riders. If a passenger has been transported to his /her destination but is a "no- show" when the bus returns, the passenger will not be stranded; however, no pick -up window will be guaranteed. Return trips that are not canceled will be counted as a No -Show. Definitions The Orange Public Transportation definition of a "No- Show" is any time a driver goes to pick up a customer and he or she decides not to use the service or is not at the pick -up site and has not called to cancel his /her trip at least one (1) hour before the scheduled pick -up time. Customers who call at least one (1) hour before their scheduled pick -up will not be charged with a "No- Show." If a vehicle arrives at the scheduled location within the scheduled pick -up time window and the bus operator cannot reasonably see the customer approaching the vehicle after waiting three (3) minutes, passengers will be charged with a "No- Show." We understand emergencies do occur, and "No- Shows" for reasons that are beyond the passenger's control will not be counted. Examples of excused "No- Shows" include but are not limited to: • Accidents • Family emergency • Personal Care Attendant who did not arrive on time to assist the rider • External acts beyond the control of humans (flood, earthquake, etc.)