Agenda - 09-06-2022; 5-b - Orange County Transportation Services – ADA Paratransit Plan

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26 Orange County Transportation Services ADA Paratransit Plan • If a No Show occurs, the return trip is not automatically cancelled. Staff attempt to contact the customer to verify the need for the return trip. However, only the customer can cancel the return trip. • If a passenger is not ready at the scheduled pick-up time or refuses a trip,the driver will continue with his/her regular schedule and the trip is considered a No Show. • Drivers notify the Dispatch office to log the trip as a No Show in the Passenger Individual Ridership Percentage record. • The driver marks the appointment on the Driver Manifest as a No Show. • Designated staff conducts a monthly evaluation of the Passenger Individual Ridership Percentage record to determine ridership/cancellation percentage. A letter of warning is sent to customers that had three or more No Shows and whose ridership percentage falls below 90 percent. Letters are sent out at the beginning of each calendar month. For visually impaired customers, a phone call can be made in addition to the letter. 8. Missing Trin Pattern Policv OCTS reserves the right to suspend service to an individual who, for reasons within his or her control, has a "pattern or practice" of missing scheduled trips. A monthly review of ridership are conducted to evaluate every passenger's ridership percentage or ratio of rides a passenger keeps compared to number of rides a passenger cancels late or fails to show for the scheduled trip. This provision does not apply to trips that are missed for reasons that are beyond the passenger's control, including trips that are missed due to a family emergency, sudden turn for the worse in a variable medical condition, or County error. OCTS also reserves the right to suspend service to an individual who engages in violent, seriously disruptive, or illegal conduct on a paratransit vehicle or toward a paratransit driver. Before suspending service, OCTS takes the following steps: OCTS monitors the ridership percentage of every paratransit patron monthly. A notice of warning are mailed to patrons when they had three or more No Shows and whose ridership percentage has fallen below 90 percent for reasons within the individual's control. The notice: (a) advises patrons that ridership needs to improve to at least 90 percent during the next evaluation period; (b) invites patrons to adjust their schedule if needed; and (c) notifies patrons that service may be suspended at a future date if the ridership percentage continues to fall below the acceptable threshold. If ridership remains below the 90 percent threshold for a second consecutive month or if a notice of warning is issued three or more times in the 12-month period following the initial letter of warning, and the reasons for missed trips are within the patron's control, OCTS issues a written notice of suspension of service. The first suspension of service are for a period of 14 calendar days.The second suspension of service are for a period of 30 calendar days. Each subsequent suspension will add 30 calendar days to the previously issued suspension. In the notice of suspension, OCTS describes an appeal process,which gives the individual the opportunity to be heard and to present information and arguments to an individual that was not involved with the initial decision to suspend service to the individual. The appeal process is described below. Orange County Planning Department Page 20