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14 <br /> Appendix C — OUT No Show Policy <br /> The mission of OCPT is to provide quality and efficient Paratransit service to passengers while <br /> complying with the Americans Disabilities Act (ADA). No Shows, as well as late cancellations, result in <br /> wasted trips which could have been used by other passengers. It is the policy of OCPT to record each <br /> customer's no-shows and apply appropriate sanctions when customers establish a pattern of excessive <br /> No-Shows. The policy is necessary in order to recognize the negative impact No-Shows have on the <br /> services provided to other passengers. Each approved applicant for ADA service will be furnished a <br /> copy of the OCPT ADA No-Show policy with their receipt of the letter certifying, if applicable, their ADA <br /> eligibility. <br /> Procedures <br /> OCPT Paratransit schedules pick-up and return trips separately. We will assume all scheduled return <br /> trips are needed unless notice is given by the passenger. If a passenger is a No-Show their first trip of <br /> the day, OCPT will not automatically cancel subsequent trips of the day. If, however, the passenger <br /> does not need the return or other subsequent trip(s), they will need to cancel them as soon as possible <br /> out of courtesy for other riders. <br /> If a passenger has been transported to their destination, but who is a "no-show' when the bus returns, <br /> the passenger will not be stranded, however no pick-up window will be guaranteed. Return trips that <br /> are not cancelled will be counted as a no-show. <br /> Definitions <br /> The OCPT definition of a "no-show" is any time a driver goes to pick up a customer and he or she <br /> decides not to use the service or is not at the pickup site and has not called in to cancel their trip at <br /> least one (1) hour before the scheduled pick-up time. Customers who call at least one (1) hour before <br /> their scheduled pickup will not be charged with a "no-show." <br /> If a vehicle arrives at the scheduled location within the 30-minute window and the bus operator cannot <br /> reasonably see the customer approaching the vehicle after waiting five minutes, passengers will be <br /> charged with a No-Show. <br /> We understand emergencies do occur and no-shows for reasons that are beyond the passengers <br /> control will not be counted. Examples of excused no-shows include but are not limited to: <br /> • Illness <br /> • Accidents <br /> • Family emergency <br /> • Personal Care Attendant who did not arrive on time to assist the rider <br /> • Passenger's appointment ran longer than expected and customer could not call to cancel <br /> • Acts of God (flood, earthquake, etc.) <br /> No-Shows are not excused when the trip is not canceled at least one (1) hours prior to the scheduled <br /> pick-up time and is missed for one of the following reasons: <br /> • Passenger did not want to travel today <br /> • Passenger received another ride <br /> • Passenger told someone other than Customer Service (driver, facility, etc.)that they were not <br /> planning to travel. <br /> OUT ADA/Paratransit Plan 7 <br /> Adopted:3.6.2020 <br />