customer service procedures – comments

GTA Policies Manual Updated May 2021

POLICY MANUAL


Greensboro Transit Agency Policy Manual

I. GTA System-Wide Policies

A. Advertising Policy- (Under Review) B. Customer Service Comment Policy- (Under Review) C. Disruptive Behavior D. Fare Structure E. Inclement Weather F. Major and Minor Service Reductions G. Title VI Disparate Impact Policy H. Title VI Disproportionate Burden I. Petitioning, Solicitation, and Distribution of Literature J. Public Participation K. Seat Belts L. Service Animals M. Service Area and Hours of Operations N. Carry-On Items (Under Review) O. Infant and Children Boarding Policy P. Transit Services/Complimentary Pass (Under Review) Q. ADA Provision of Service R. Transit Amenities Policy S. Vehicle Assignment T. Proper Attire (Under Review)

II. Fixed Route Policies A. GTA Change Card Activation B. Donation of Bus Passes C. Transfers (Under Review)

III. Paratransit Policies

A. Late Cancellation and No-Show Policy B. Paratransit Eligibility C. Appeals


D. Demand Trips E. Subscription or Standing Orders F. Paratransit Notification G. Vehicle Arrival H. Personal Care Attendants I. Companions J. Pick Ups and Drop Offs K. Lap Restraint


A _____________________________________________________________________________________ Advertising Policy

This Policy is

Currently Under Review


B _____________________________________________________________________________________ Customer Service Comment Policy

This Policy is



C _____________________________________________________________________________________ Disruptive Behavior Policy Purpose:

In an effort to ensure safety, the Greensboro Transit Agency shall enforce specific rules of conduct

on all fixed route and Access GSO paratransit vehicles, the Greensboro Transit Agency

Maintenance, Operations, and Administrative Facility, and the J. Douglas Galyon Depot. In

addition, this policy also applies to all GTA bus stops and shelter location sites within the City of

Greensboro. A “Definition of Terms” section is also included in this policy.

Definition of Terms:

1. Loitering- To linger aimlessly in or about any transit facility managed by the Greensboro

Transit Agency during hours of operation.

a. As it relates to this policy, any person(s) actions or behavior(s) observed by the City

of Greensboro’s security contractor to have violated the two (2) or more bus

departure timeframe allowed to remain on the premises of the J. Douglas Galyon

Depot or the Greensboro Transit Agency Maintenance, Operating and

Administrative shall be considered as “Loitering.” After which time, the appropriate

action will be taken by security personnel to address and resolve the incident.

b. It should be noted that the GTA definition of “Loitering” is not “all inclusive,” and

would not apply to areas within the J. Douglas Galyon Depot that are not managed

by GTA contracted security personnel.

Specifically these areas are:

1. The AMTRAK train station waiting area or platform

2. The Greyhound Bus terminal and bus slip area

2. Threat- An expression or action showing intent to inflict harm. The giving of signs or

warnings of violence or the announcement of violence as a possibility.


3. GTA Managed Transit Property (ies)- Any capital equipment, buses, designated GTA

stops, personal property, and transportation facilities used in connection with the GTA

system.

4. Violence- Physical force employed so as to violate, damage, abuse, injure, or strike in any

manner.

1. Disruptive Behavior on Transit Vehicles in Revenue Service, at GTA Bus Stop and

Shelter Locations:

If any disruptive or inappropriate behavior takes place on any fixed route or Access GSO

paratransit vehicle, or any GTA designated bus stop or shelter location, the bus operator will

contact the dispatcher on duty to make a request that they contact the GTA Road Supervisor

to be immediately dispatched to the location and also the Greensboro Police Department to

investigate and address the incident. After which time, the GTA transportation contractor is

required to report the occurrence to the Public Transportation Division Manager (PTD) or

designee within 24-hours of the occurrence. The PTD Manager or designee will then

determine any additional sanctions that may be appropriate for this incident in addition to

any criminal citations charged by the Greensboro Police Department. The parties involved

in the incident will be afforded to the opportunity to appeal the PTD Manager’s or

designee’s decision in accordance with the appeal process included within this policy.

2. Disruption at GTA Managed Facility:

When it has been determined that inappropriate behavior has taken place at the GTA

Maintenance, Operations and Administrative Offices located at 223 W. Meadowview Road

or the J. Douglas Galyon Depot located at 236 E. Washington Street, the incident will be

addressed by the GTA contracted security personnel of the City. In the event that the

incident(s) is/are severe enough to warrant immediate suspension/ban, the security

contractor has the authority to do so for a period of thirty (30) days or until the issue has

been resolved by the City. However, the GTA contracted security personnel

management staff is required to report the occurrence to the PTD or designee within

24-hours of the occurrence. A final decision relating to the incident(s) will be made by the

PTD Manager or designee. If a party is aggrieved by the final decision of the PTD Manager


or designee, the party has the right to appeal in accordance with the appeal process included

within this policy.

Minor and Major Violations and Consequences:

The description of Minor and Major Violations listed below are not all-inclusive, but are listed to

give examples of the types of behavior that constitute minor or major violations.

Behaviors that disrupt the operations and/or duties of transit operators or staff or that disturb the

quiet enjoyment of other passengers to safely and peaceably ride the transit system are

inappropriate and will result, in a temporary or permanent suspension of both riding privileges and

the privilege to enter and use any transit facility. In applying consequences to address specific

behavioral issues, two variables must be considered:

1) Severity of the behavior, and

2) Frequency of the behavior

A range of consequences or strategies will be used to address violations of this policy. In

accordance with 28 CFR Part 36, Subpart B, Section 36.208 Direct Threat of the Americans with

Disabilities Act, the determination of whether an individual poses a direct threat to the health or

safety of others will be made on an individualized assessment, based on reasonable judgment that

relies on current medical knowledge or on the best available objective evidence, to ascertain: the

nature, duration, and severity of the risk; the probability that the potential injury will actually occur;

and whether reasonable modifications of policies, practices, of procedures will mitigate the risk.

Examples of inappropriate behavior include but are not limited to the following:

MINOR VIOLATIONS- • Loitering or remaining on the grounds of any GTA managed facility for a time period of

two (2) or more bus departures

• Profanity

• Communicating threats

• Refusal to share seat with another passenger

• Body odor or personal hygiene which disturbs the reasonable comfort of other passengers or transit operators

• Talking too loudly

• Trying to distract driver’s attention

• Pushing and jostling when getting on the transit vehicle


• Changing seats while the transit vehicle is in motion

• Crowding to the door before the transit vehicle stops

• Eating or drinking on transit vehicle

• Loud music

Violation of Policy for Minor Violations May Result In:

a. First Offense -Verbal warning by GTA transportation contractor or City of

Greensboro contracted security official(s) to correct offensive behavior.

b. Second Offense –Removal of passenger(s) from the transit vehicle or facility by GTA

contracted security official(s) or by the Greensboro Police Department.

• If a passenger(s) is/are removed from the transit vehicle or transit facility

location, the passenger(s) privileges to ride on any transit vehicle or remain on

the premises of the transit facility will be suspended for a period of twenty-four

(24) hours. Any time a passenger(s) is/are removed from the transit vehicle for

disruptive behavior; their bus fare shall be forfeited. In the event that the

passenger(s) is/are witnessed riding another transit vehicle or on the premises of

any transit facility/property during the suspension period, it will be considered

trespassing and the Greensboro Police Department or GTA contracted security

personnel will be contacted to address the incident. .

c. Third and Subsequent Offenses: Riding privileges and permission to remain on

the premises of the transit facility will be suspended for a minimum of two (2) days to

a maximum of permanent suspension, depending on the nature and severity of the

offense as decided by the PTD Manager or designee.

MAJOR VIOLATIONS- • Trespassing on the grounds of any GTA managed facility after business hours

• Trespassing in or around unauthorized areas of any GTA managed facility that is not considered “Open to/for public access and/or use”

• Physical Violence, Intimidation and/or Harassment toward another passenger or operator

• Discourteous treatment of passengers or transit operators

• Participation in illegal activity (sale, distribution, possession of stolen property or controlled substances such as alcohol, narcotics, etc., in or around City transit facilities)


• Possession of a weapon on City transit facilities

• Sexual touch or comment that is unwanted by the recipient

• Touching a sexual part of the body either directly or indirectly via physical contact or force

• Filing a complaint against a passenger(s) or transit operator(s) alleging inappropriate or illegal action that is determined after an investigation to have been filed by the complainant because of fraud, corruption, or malice.

• Use of racial slurs, racial/ethnic name calling, displaying racist behaviors

• Throwing objects in transit vehicle or out of windows

• Use of tobacco or smoking on transit vehicle

• Spitting

• Failure to obey the transit operator

• Public Intoxication

Violation of Policy for Major Violations May Result In:

a. Immediate removal/ban suspension from transit service or facility.

b. Immediate action by the Greensboro Police Department when it has been

determined that a criminal act has occurred.

c. Very serious and/or repeat concerns may result in bus riding privileges being permanently

terminated OR entrance into a GTA managed facility.

a. First Offense -Riding privileges could be suspended for one (1) to five (5) days. A greater

number of days are possible depending on the nature and severity of the offense as decided by

GDOT/PTD staff. The passenger is not allowed to ride any transit vehicle when put off for major

violations. Any time a passenger is put off the bus their bus fare shall be forfeited and if the

passenger suspended is seen riding another transit vehicle during the suspension period it will be

considered trespassing and the Greensboro Police Department or GTA contracted security

personnel will be called to handle the situation.

b. Second and Subsequent Offenses – Riding privileges may be suspended for a specified number

of days or indefinitely depending on the nature and severity of the offense as decided by the PTD

Manager or designee.

GTA Disruptive Behavior Suspension Appeal Policy


GTA passengers may appeal a suspension applied by the PTD Manager or designee. A

suspension remains in effect until the appeal process has been completed. All appeals must

be filed in writing thirty (30) days of the receipt of the original notice of suspension by the

passenger(s) or representative. Appeals requests must be sent to:

Department of Transportation Director

City of Greensboro Department of Transportation

P.O. Box 3136

Greensboro, NC 27402-3136

The appeal letter must state the reason why GTA transit services should be reinstated. The

determination will be made by the GDOT Director. If the initial appeal was denied, a second

appeal will be considered six (6) months from the original appeal date.


D ____________________________________________________________________________________ GTA Fare Policy Faring Options The Greensboro Transit Agency (GTA) has established a variety of faring options for passengers to include:

1. UMO Smartcard 2. UMO App 3. Cash 4. Paper Tokens 5. GTA Complimentary Passes

Fare Media GTA offers UMO Mobile and Smartcard Faring System as a means to manage fare collection on GTA buses. The account-based system allows passengers to use the UMO Mobile App or UMO Smartcard to load passes and stored value, pay their fare as they board, and manage transfers. For instructions on how to use the GTA UMO system:

• GTA Fixed Route Riders: Refer to the GTA web page at www.ridegta.com or contact the GTA customer service office at (336) 335-6499.

• Access GSO Riders: Please contact the GTA Administrative Offices at (336) 373-2634.

Paper Tokens

• Single-ride paper tokens are available for purchase at the J. Douglas Galyon Depot located at 236-C. Washington Street or GTA Administrative offices located at 223 W. Meadowview Road. Purchase must be made with cash or credit card. Paper tokens may be purchased in bulk by social service agencies, non-profits, employers and educational institutions. Contact GTA for more information.

• Single-ride paper tokens issued at the GTA are the only form of paper tokens compatible with the UMO System.

http://www.ridegta.com/


• Passengers will use the UMO reader to scan the QR code on the front of the token when boarding the bus to pay their fare.

UMO Smartcard

• Smartcards can be obtained through the GTA website, at the J. Douglas Galyon GTA Customer Service Office or the GTA Administrative Offices.

• After the GTA UMO Smartcard promotion has ended, the cost for a new or replacement card is $2.00.

• Passengers must have their UMO Smartcard with the appropriate stored value or pass loaded before boarding the bus.

• Passengers must tap their smartcard on the UMO reader when boarding the bus to pay their fare. Passengers are encouraged to fully create a UMO account and register their smartcard so funds can be managed, transactions can be tracked, and smartcards can be suspended or replaced in the event they are lost or stolen.

UMO Mobile

• The UMO Mobile App is available in the Apple or Google Play store for download. • Passengers must establish a username and password to activate their app. Passengers are

encouraged to fully create their UMO account to improve account management. • Passengers will use the UMO reader to scan their QR code in their mobile app when

boarding the bus to pay their fare. • Passengers are responsible for ensuring there are no issues with their smartphone (ex.

cracked or damaged screen) that might impede the UMO reader from adequately reading their UMO QR code; this includes battery strength. If the UMO reader is unable to properly read the QR code due to phone issues or errors, the passenger is responsible for making the payment in cash at the time of the ride.

• GTA and UMO are not responsible for any damages to smartphones related to their use on the GTA UMO system.

Accounts: The UMO system does not allow a passenger to have both a UMO smartcard and mobile App on the same account. Passengers are required to choose one fare media. However, passengers can contact GTA to transition from one account type to another. If an account is not fully registered in the UMO system, GTA may be unable to transfer any funds or data. Types of Fares and Passes The following is a list and description of the GTA pass options. Please refer to the Fare Policy Chart and the GTA website for more details. Fixed Route:

• Single-Ride: Single-ride cash trips are good for one ride on GTA (including transfer).


• Single-Ride Tokens: Single-ride paper tokens are good for one ride on GTA (including transfer).

• All-Day Pass: This pass is issued through the UMO App system, and is good for an

unlimited number of rides. The pass expires on the day of use at 11:59 pm.

• 31-Day Pass: This pass is issued through the UMO App system, and is good for an unlimited number of rides for a total of thirty-one (31) consecutive calendar days. The thirty-one (31) day count starts on the first day the pass is used.

• Stored Value: Passengers can load denominations between $5, $10, $15, $20 and $50 to

their UMO account to be used on GTA and other partnering transit agencies offering the UMO system. Each time a passenger boards the bus, the UMO reader will deduct the dollar value of a single ride. A transfer will be included with the ride.

Auxiliary Programs for GTA’s Fixed Route:

• Transit Employee Pass: This pass is issued to GTA employees through the UMO system. The pass is good for an unlimited number of rides.

• City of Greensboro Transit Employee Pass: This pass is issued to eligible City employees

through the UMO system. The pass is good for an unlimited number of rides.

• Greensboro Transit Advisory Commission (GTAC): This pass is issued to active GTAC members through the UMO system. The pass is good for an unlimited number of rides.

Access GSO:

• Single-Ride Cash: Single-ride cash trips are good for one ride on Access GSO.

• 10-Ride Pass: This pass is issued through the UMO App system, and is good for 10-rides on Access GSO.

• 40- Ride Pass: This pass is issued through the UMO App system, and is good for 40-rides

on Access GSO.

• Single-Ride Stored Value: Passengers can load denominations between $5, $10, $15, $20 and $50 to their UMO account to be used on Access GSO. Each time a passenger boards the bus, the UMO reader will deduct the dollar value of a single ride.

Conditionally Certified Access GSO Paratransit Riders: If you desire to use GTA’s Fixed Route system the following passes are available, but can only be used on the bus:

• All-Day Pass: This pass is issued through the UMO App system, and is good for an

unlimited number of rides. The pass expires on the day of use at 11:59 pm.


• 31-Day Pass: This pass is issued through the UMO App system, and is good for an unlimited number of rides for a total of thirty-one (31) consecutive calendar days. The thirty-one (31) day count starts on the first day the pass is used.

Fares and Pass Rules & Regulations Expirations: Single-ride paper tokens are valid up to the end of the expiration date printed on the token. Sharing Fares and Passes: GTA does not permit passengers to share UMO accounts. All passengers interested in using GTA are encouraged to activate a UMO account. Passengers found to be sharing accounts or abusing the system may be required to pay the full cost of the trip in question, may be ineligible to ride, or may even be suspended from usage of the GTA system. Stored Value: The minimum amount that can be loaded to a UMO account is $5.00 with a maximum of $100. No more than $100 can be stored in an account at any given time. Loaded Passes: Only two passes of the same denomination can be stored on a UMO account at any one time. Insufficient Funds: If appropriate funds are not available on a UMO account or a passenger does not have access to their UMO account, the passenger is responsible for making payment in cash at the time of the trip. In the event there is an issue related to a UMO reader or cellular connectivity, a passenger may be granted the ability to carry a maximum negative balance of $1.50. The negative balance must be paid before another trip is taken or purchase is made. Autoloading: Passengers can activate the autoload feature in their UMO account. For details on autoload settings, passengers should reference their UMO account. Passengers are responsible for actively managing their account. Passes or stored value that are loaded inadvertently will not be refunded. Transfers: Transfers are free from one (1) GTA bus to another GTA bus. Passengers using UMO will automatically receive their transfer through the UMO system. They will simply tap their UMO card or scan their Smartphone QR code when transferring. Passengers utilizing single-ride paper tokens will continue to use the paper token for their transfer. Drivers will not authorize a transfer for misplaced, lost, or stolen single ride paper tokens. Cash riders must request a paper transfer card from the driver while they are boarding the bus. Transfers must be used within 60 minutes of the first ride. Only a maximum of one (1) transfer can be used on the same trip. Transfers are not valid on the same route. Refunds GTA will not refund the cost of passes or stored value loaded to a UMO account. The only exceptions that will be made are in the event that GTA has an accounting error related to the account. If funds are not used within their expiration dates, the funds are not refundable and/or will not be reissued.


Any questions or disputes related to UMO registrations, transactions, usage, funds, etc. should be directed to the GTA customer service office. GTA Fixed Route Rewards Fare Capping Program Daily Rewards: The GTA daily rewards program caps the number of fares passengers will pay on a daily basis. Once a passenger has paid the daily equivalent of $4.00 (regular fare) or $2.00 (discounted fare) during a calendar day, they are eligible for unlimited rides for the remainder of that day; until 11:59 p.m. This program is only available to passengers utilizing GTA’s UMO fare system. Cash riders or paper token users are not eligible. The UMO system will monitor the passenger’s usage and will alert the passenger when they have reached their daily reward/cap. Monthly Rewards: The GTA monthly rewards program caps the total amount spent on GTA fares during a calendar month. Once a passenger has paid the equivalent of a monthly pass $58.00 (regular fare) or $29.00 (discounted fare), they are eligible to ride the remainder of their trips that calendar month with no additional fare. This program is only available to passengers utilizing GTA’s UMO fare system. Cash riders or paper token users are not eligible. The UMO system will monitor the passenger’s usage and will alert the passenger when they have reached their monthly reward/cap. On Board Cash Purchases: Passengers can choose to utilize cash on board GTA to pay their fare. The fare box will accept all coins and any bill denominations. The fare box on the vehicle does not provide change. Passengers that do not have exact change for a cash purchase will receive a change card directly from the fare box. The issued change card will be imprinted with the remaining value. The change card can be used like cash for on board purchases only. Discounted Fares GTA provides a discounted (half price) fare on its fixed route system to seniors, persons with disabilities, students, Veterans, Medicare and Medicaid recipients. Below are the criteria for each category. Qualifying individuals must obtain a GTA issued ID card to be eligible for the discounted fare. Riders must contact the GTA Customer Service office at (336) 335-6499 to receive a special designation. After which time, the designation will be added to their UMO account which will allow them to purchase standard fare types at 50% off. Individuals choosing to pay with cash on the bus must show a valid ID when boarding to receive the discounted fare. For more details, refer to the GTA website at www.ridegta.com. Seniors: Must be at least 60 years of age and provide a valid Driver’s License or a GTA issued ID to the operator. Disabled: Must have a valid Disabled ID issued from a partnering transit agency. Veterans: Must have a valid Veterans ID card. Valid cards include those issued by the US Department of Defense, a Veterans Affairs Retired ID Card, a County issued Veteran ID Card, or North Carolina’s Driver License with the “VETERAN” Label.

http://www.ridegta.com/


Medicare: Must have a valid Medicare ID or GTA Issued ID. Medicaid: Must have a valid Medicaid ID or GTA Issued ID. Students: Must have a valid Student ID issued by their institution or apply to the GTA to be determined eligible for the discount. Distribution and Sales GTA passes and stored value can be loaded to UMO accounts through the UMO website at www.touchpass.com, through the UMO mobile app, at GTA’s J. Douglas Galyon Depot Customer Office located at 236 C. W. Washington Street, or at the GTA Administrative and Maintenance Facility located at 223. W. Meadowview Road. Please note that single ride paper tokens are only available for purchase at the J. Douglas Galyon Depot or GTA Administrative Offices. Bulk paper tokens can be purchased through the GTA administrative office only. Care of Your UMO Smartcard, Paper Token or GTA Change Card GTA is not responsible for any UMO Smartcard or paper token that is lost, stolen, broken, damaged, torn or otherwise unreadable. Hitting or kicking the UMO reader or the fare box is prohibited. Paper tokens and change cards should be kept in an accessible location and should not be bent, folded or soiled. GTA and UMO are not responsible for any damage to smartphones due to their use of the GTA UMO system. GTA may choose to provide a replacement token or change card if it is determined that the user was not negligent in the care of the fare media. Replacements may not be in the exact same media but will equal the replacement value.

http://www.touchpass.com/


E _____________________________________________________________________________________ Inclement Weather Policy:

During inclement weather conditions, GTA will implement one of the following plans:

1. Continue fixed route bus service to major thoroughfares that have been plowed,

but not on unplowed neighborhood or side streets that are difficult or dangerous to

negotiate during bad weather. o Please note that delays may be expected under these conditions, but bus

service will be provided to the fullest extent possible.

2. When even the main thoroughfares prove too hazardous for safe bus travel, all bus

service will be temporarily discontinued.

3. ACCESS GSO paratransit service will be provided on a limited basis to dialysis

clients.

4. When weather conditions require GTA to suspend fixed route bus service, all

services will be suspended.

Upon confirmation of service changes from the Public Transportation Division Manager, public information regarding services is to be disseminated using all of the following methods: 1. Greensboro Transit Agency Social Media Sites 2. Local Television Media Closing and Delays - WFMY, WGHP 3. Greensboro Television Network (GTN-Channel 13) 4. Greensboro Transit Agency and City of Greensboro Websites 5. ACCESS GSO Connect Automated Call System 6. ACCESS GSO Ripple Automated Notification System


F _____________________________________________________________________________________ Major and Minor Service Reduction Policy:

Major Service Change

A major service change is a change that affects at least 15% of the route (as measured in

terms of revenue hours). The process for major service changes are as follows:

• GTA staff identifies a potential service change.

• GTA staff investigates the feasibility of the proposed change and its impact on

ridership, revenue hours of service, vehicle requirements, and operating cost.

Fieldwork is undertaken to identify possible barriers to implementation (for

example, there may be no place to turn the bus around). GTA staff will notify its

findings to the GTA Commission.

• GTA conducts one or more public meetings on the proposed change.

• GTA staff conducts a public hearing to present findings to the GTA Commission

and may also offer a recommended course of action.

A major service reduction would proceed according to the following principles:

• Every effort would be made to preserve current levels of service on the core

routes of the system. These are routes with the highest ridership and productivity

that, taken together, constitute over 50 percent of GTA ridership.

• Service cuts would focus on frequency first, then on days of service, then on span

of service, and finally on discontinuation of entire routes. A decision that all

service on a particular day or time of day would be discontinued is possible, even

for core routes.


• The availability of alternate transit service nearby would be a specific factor in a

decision to terminate a route, and neighborhoods currently with bus service would

be left without service only if existing ridership and productivity were extremely

low.

• Routes funded through alternate sources (e.g., HEAT routes) would not be

affected, assuming that appropriate funds continued to be provided for these

routes.

Minor Service Change:

A minor service change is a change that affects less than 15% of the route (as measured

in terms of revenue hours). The process for minor service changes are as follows:

• GTA staff identifies a potential service change.

• GTA staff investigates the feasibility of the proposed change and its impact on

ridership, revenue hours of service, vehicle requirements, and operating cost.

Fieldwork is undertaken to identify possible barriers to implementation (for

example, there may be no place to turn the bus around). GTA staff will notify its

findings to the GTA Commission.

• GTA conducts one or more public meetings on the proposed change.

• GTA staff develops a recommendation and presents it to the GTA Commission as

an information item.

A minor service change may include changes in routing and/or scheduling which

are time-sensitive and critical to the daily operations of bus service (e.g., a detour

or a road closure).

This change would eliminate the need for a public meeting. GTA would implement the

changes immediately and inform the Commission at the earliest opportunity.


G _____________________________________________________________________________________ Title VI Disparate Impact Policy Policy:

The Disparate Impact Policy establishes a threshold for GTA to determine whether a

given action, i.e. major service change or fare change, would have a disparate impact

on minority populations compared to non-minority populations. It serves to mitigate

any practice, while neutral on its face, would have the effect of excluding or

adversely affecting members of one of the protected groups, identified by race, color,

or national origin. As per the FTA Circular 4702.1B, the Disparate Impact Policy

applies only to minority populations. A minority transit route is one that operates

through areas with a disproportionately high concentration of minority populations

for a significant portion of its length.

The Greensboro Transit Agency’s disparate impact threshold to determine if the

adverse impacts of a major service change or a fare adjustment is established at 15

percent based on the cumulative impact of the proposed service or fare changes. This

threshold applies uniformly to all services, without regard to mode, until the next

Title VI program submission, three years from the date of the FTA approved

program.


H _____________________________________________________________________________________ Title VI Disproportionate Burden Policy:

The Disproportionate Burden Policy establishes a threshold for determining whether

a given action, i.e. a major service change or fare change, would have a

disproportionate burden on low-income populations versus non-low-income

populations. It mitigates any practice, while neutral on its face, would have the effect

of excluding or adversely affecting members of this protected class. As per the FTA

Circular 4702.1B, the disproportionate burden policy applies only to low-income

populations that are not also minority populations; a low-income transit route is

defined as a route that operates through areas with disproportionately high

concentrations of low-income populations for a significant portion of its length.

The Greensboro Transit Agency’s disproportionate burden threshold to determine if

the adverse impacts of a major service change or a fare adjustment is established at

15 percent based on the cumulative impact of the proposed service or fare changes.

This threshold is applied uniformly to all services, without regard to mode, until the

next Title VI program submission, three years from the date of the FTA approved

program.


I _____________________________________________________________________________________ Petitioning, Solicitation and Distribution of Literature Policy:

The Greensboro Transit Agency, hereinafter GTA, in accordance with the City of

Greensboro Code of Ordinances, Chapter 20, does not allow begging or soliciting of

alms at the Depot or at any bus stop within Greensboro City limits. The GTA does

not allow petitioning, distribution of literature or leaflets, canvassing or similar types

of appeals by members of the public within the Depot facility. Failure to comply with

this policy will result in expulsion from the Depot.

The GTA has designated the courtyard at the Depot, located on the track level of the

facility facing Washington Street, as indicated on the attached map, to be used for

any groups or individuals who wish to petition, canvass or distribute literature to the

public. Questions concerning the limitations and legalities of such activities outside

the buildings at the Depot should be addressed to the City Attorney’s Office.


J ____________________________________________________________________________________ Public Participation Policy:

General This policy is prepared for the purpose of obtaining and considering public comments for fare increases and major and minor service changes of the Greensboro Transit Agency (GTA). Scope of Participation GTA has adopted the public participation process of the Greensboro Urban Area Metropolitan Planning Organization (MPO) and shall review and consider all comments from all sources, including but not limited to: affected citizens, private mass transportation service providers and local elected local officials. Comments can be viewed by visiting: www.greensboro-nc.gov/departments/transportation/metropolitan-planning-organization

http://www.greensboro-nc.gov/departments/transportation/metropolitan-planning-organization

http://www.greensboro-nc.gov/departments/transportation/metropolitan-planning-organization


K ____________________________________________________________________________________ Seat Belts Policy:

It shall be the mission of the Greensboro Transit Agency to provide a safe, friendly,

reliable transportation service for all of its passengers. All passengers are required to

wear seat belts including both lap belts and shoulder harnesses on all Greensboro

Transit Agency vehicles where these devices are provided. All who weigh over 80

pounds are also required to wear seat belts and shoulder harnesses on all applicable

GTA vehicles. Passengers with a medical or physical condition that prevents

appropriate restraint by a seat belt, and passengers with a professionally certified

mental phobia against the wearing of seat belts, are not required to wear seat belts

under North Carolina law. Children under the age of 8 years old, and/or children

who weigh less than 80 pounds, regardless of his or her age, are required to use a

weight-appropriate child restraint device, i.e. a child restraint booster seat provided

by the passenger. It should be noted, however, that belt-positioning booster seats

can only be used with lap and shoulder combination safety belts, and must

NEVER be used with just a lap belt. Children who weigh less than 40 pounds must

ride in a weight-appropriate child-restraint device in all Greensboro Transit Agency

vehicles where seat belts are provided. Operators are available to assist any passenger

in the safe operation of safety belts upon his or her request.


L _____________________________________________________________________________________ Service Animals Policy:

The Greensboro Transit Agency (GTA) does not discriminate against individuals

with disabilities. GTA is committed to employing reasonable measures to ensure that

all residents of Greensboro may enjoy public transportation. In furtherance of this

commitment, GTA desires to promulgate the following policy regulating the use of

service animals on fixed-route buses, paratransit vehicles, and all other transportation

facilities.

A service animal means any guide dog, signal dog, or other animal individually

trained to work or perform tasks for an individual with a disability, including, but not

limited to, guiding individuals with impaired vision, alerting individuals with

impaired hearing to intruders or sounds, providing minimal protection or rescue

work, pulling a wheelchair, or fetching dropped items. If any animal meets this

definition, then it is considered a service animal irrespective of whether the animal

has been licensed or certified by a state or local government.

Pets are prohibited on all GTA fixed-route buses, paratransit vehicles, and

transportation facilities. When a patron accompanied by an animal attempts to access

a GTA fixed-route bus, paratransit vehicle, or transportation facility, a GTA operator

or employee may ask the patron if the animal is a service animal. If the patron

indicates that the animal is a service animal, the GTA operator must permit the

animal to access the fixed-route bus, paratransit vehicle or transportation facility. If

the patron indicates that the animal is not a service animal, then the GTA operator or


employee must prohibit the animal from entering upon any fixed-route bus,

paratransit vehicle, or transportation facility. A GTA operator or employee may

request that a patron provide proof that their animal is a service animal; however, if it

is not apparent to the GTA operator or employee what type of service the animal

provides to the patron, they may ask the patron, “What type of service does the

animal provide?”

As mentioned above, GTA is committed to employing reasonable measures to ensure

that all riders enjoy their experience on public transportation. GTA is sensitive to the

health of the passengers that occupy the fixed-route buses, paratransit vehicles, and

transportation facilities and, the cleanliness of the vehicles, facilities and seat

availability for the riding public. For these reasons, service animals are not allowed to

occupy a seat on a fixed route bus, paratransit vehicle, or a transportation facility. As

long as the service animal does not obstruct any aisle or exit or interfere with other

passengers entering, exiting, or riding GTA vehicles, the service animal may sit or lie

at the owner’s feet under the seat, directly beside the owner’s mobility aid (Ex.

Wheelchair, walker, scooter), between the owner’s knees or on the owner’s lap. If the

owner has a need for the service animal to be on the seat beside them while

performing the tasks or function for the owner, the owner must contact GTA’s ADA

Transit Services Program Coordinator or designee to set up an appointment for an in-

person assessment.

During or prior to the in-person assessment, the owner must have the supporting

professional documentations validating the need for a service animal to occupy a seat

beside him/her to perform the task or function. Once the ADA Transit Services

Program Coordinator or designee receives the necessary documentation and

determines that the special accommodations are needed, the owner will receive a

photo ID to use while occupying the fixed route buses, paratransit vehicles, and

transportation facilities.


A disabled patron employing a service animal must clean and dispose of all animal

waste and ensure that the animal is controlled by a leash or harness at all times. GTA

shall not be required to provide care or food for a service animal or provide a special

location for it to relieve itself. A GTA operator or employee may exclude or remove

any service animal if the service animal displays disruptive, vicious or aggressive

behavior or constitutes a direct threat to the health or safety of others. In the

alternative, a GTA operator may require any disabled patron who does not comply

with this policy to disembark the fixed-route bus, paratransit vehicle or transportation

facility, and GTA shall transport the patron and their service animal to their

destination separately.


M _____________________________________________________________________________________ Service Area and Hours of Operations Policy:

Service Area The service area for GTA Fixed Route and ACCESS GSO services is the city limits of Greensboro. Service Hours and Days The hours and days of GTA Fixed Route and ACCESS GSO operation are:

Monday – Friday, 5:15 am to 11:30 pm (ACCESS GSO last pick-up is at10:30 pm)

Saturday, 6:00 am to 10:00 pm (ACCESS GSO last pick-up is at 9:00 pm)

Sunday, 6:00 am to 6:00 pm (ACCESS GSO last pick-up is at 5:00 pm)

GTA fixed route riders are advised to check individual route schedules for specific service times. Holidays GTA services operate on New Year’s Day, Christmas Day and Thanksgiving Day. Modified service may be operated on other specified holidays such as Martin Luther King, Jr. Day, Good Friday, Memorial Day, Independence Day, Labor Day and Christmas Eve. Check the GTA website, ACCESS GSO Connect or Public Information line [336-335-6499] for holiday schedules.


N ____________________________________________________________________________________ Carry-on Items Policy

This Policy is



O ____________________________________________________________________________________ Infant and Children Boarding Policy Policy:

It is the mission of the Greensboro Transit Agency to provide a safe, friendly and reliable transportation service. Therefore, infants and children may board onto a Greensboro Transit Agency ACCESS GSO or a Fixed Route vehicle only in the custody of a parent or approved guardian. Neither GTA employees, nor the Contractor will take custody of the infant or child to board the child separately. It is incumbent upon the parent/guardian to provide a means whereby custody of the infant or child is maintained during boarding and alighting which does not include the infant or child riding the lift with the parent/guardian. The lift will only be allowed to transport one passenger at a time.


P ____________________________________________________________________________________ Transit Services/Complimentary Policy

This Policy is



Q _____________________________________________________________________________________ ADA Provision of Service Policy:

In accordance with the Americans with Disabilities Act, as amended, it shall be the

policy of the Greensboro Transit Agency that:

• All wheelchairs and their users shall be transported in GTA and ACCESS GSO

vehicles but will only be permitted to ride in designated securement locations.

A “wheelchair” is a three or more-wheeled mobility device. GTA will allow

these mobility devices to be transported if the lift and vehicle can both

physically and legitimately accommodate the rider and the wheelchair safely.

If transporting such vehicles would jeopardize “legitimate safety

requirements”, i.e. blocking the aisle, or interfering with the safe evacuation of

passengers in the event of an emergency, these wheelchairs will not be

transported. “Legitimate safety requirements” must be based on actual risks,

and not on mere speculation, stereotypes, or generalizations about individuals

with disabilities or about the devices they use for mobility purposes.

• GTA will provide securement systems to ensure that wheelchairs remain

within the securement area. Individuals using a wheelchair must permit his or

her wheelchair to be secured;

• Where necessary or upon request, GTA and ACCESS GSO operators shall

assist individuals with disabilities with the use of securement systems and

passenger lifts. GTA Operators will not be required to provide attendant-type

service (e.g. carrying personal baggage or luggage); however, boarding and


disembarking, including pushing a manual wheelchair up a ramp, will be

required. Assisting with lap belts will be at the rider’s discretion;

• GTA and ACCESS GSO shall permit individuals with disabilities who do not

use wheelchairs, including standees, to use the vehicle’s passenger lift;

• All operators will ask persons using mobility devices other than wheelchairs if

they would like to use the lift.

• GTA operators shall announce major bus stops; transfer points to other transit

services, other major intersections and destination points, and at intervals along

each route;

• Service animals shall be permitted to accompany individuals with disabilities

in GTA and ACCESS GSO vehicles;

• GTA and ACCESS GSO information materials shall be made available in

accessible formats and technologies;

• GTA and ACCESS GSO shall not refuse to permit a passenger who uses a lift

to disembark from a vehicle at any designated stop, unless the lift cannot be

deployed, the lift will be damaged if deployed, or temporary conditions at the

stop, not under the control of the City of Greensboro, preclude the safe use of

the stop by all passengers;

• Individuals with disabilities may travel with a respirator or portable oxygen

supply; and

• Adequate time shall be provided to allow individuals with disabilities to

complete boarding or disembarking from the vehicle.


R ____________________________________________________________________________________ Transit Amenities Policy Policy:

In accordance with Title VI of the Civil Rights Act, as amended, it shall be the policy of the Greensboro Transit Agency to ensure equitable distribution of transit amenities across the system without regard to race, color or national origin. Transit amenities refer to items of comfort, convenience, and safety that are available to the general riding public. Installation of transit amenities along bus routes are based upon several factors, i.e. the number of passenger boarding at stops along the routes, transfer activity at designated stops, and proximity to major activity centers. The GTA shall strive to provide adequate amenities to meet the variable needs represented at each stop, and will review changes to activity as expressed by ridership figures and feedback from riders. This policy is not intended to impact funding decisions for transit amenities. Rather, this policy shall apply after the GTA has decided to fund an amenity.


S ____________________________________________________________________________________ Vehicle Assignment Policy Policy:

In accordance with Title VI of the Civil Rights Act, as amended, it shall be the policy

of the Greensboro Transit Agency to assign vehicles without regard to race, color, or

national origin. Vehicle assignment refers to the process by which transit vehicles

are placed


T _____________________________________________________________________________________ Proper Attire

This Policy is



Fixed Route Polices


A ____________________________________________________________________________________ Fixed Route Policy: GTA Change Card Activation Policy:

It shall be the purpose of the GTA change card to: 1. Allow GTA bus passengers to receive a credit back if they do not have the correct

change while boarding the vehicle in order to alleviate overpaying; and

2. Reduce the amount of unclassified revenue collected in the farebox. a. Unclassified revenue is defined as any amount paid over or under the base

fare.

b. The change card will be good for one year from the date issued. c. Damaged change cards that are not working correctly can be replaced

either at the Depot or GTA Administrative office. d. Lost change cards, however, can only be replaced at the GTA

Administrative office. e. Reimbursements shall be with Go Pass cards only.


B ____________________________________________________________________________________ Fixed Route Policy: Donation of Bus Passes Policy:

Greensboro Transit Agency is committed to the provision of community transit services

for all including low-income users who may receive assistance from non-profit

organizations. GTA desires to do its part with the donation of transit passes to

organizations providing these needed services. Requests for pass donations from GTA

will be considered under the following conditions:

• The organization must be a IRS designated 501(c)(3) organization; and

• One request from each organization will be considered per fiscal year (July 1 –

June 30) with a maximum donation of 100 passes per organization per year; and

• Requesting organizations must submit their request on the attached form

accompanied by the signature page of their most recently submitted IRS Form

990 or 990-EZ; and

• The maximum number of passes issued by GTA per fiscal year will not exceed

1,000 one-ride complementary passes.


Bus Pass Donation Request Organization Name: ________________________________________________________ Organization Address: _______________________________________________________ Contact Person: ____________________________________________________________ Phone/Email: ______________________________________________________________ Program or Event Name: ______________________________________________________ Date of Program/Event: _______________________________________________________ Number of Passes requested (100 maximum): _________ Additional Comments: ___________________________________________________________________________ ___________________________________________________________________________ ____________________________________________ ____________ Signature of Authorized Organization Representative Date Please submit request at least 2 weeks prior to event date or when passes are needed. Also please attach the

signature page of your organization’s most recently filed IRS Form 990 or 990-EZ. Return to Greensboro

Transit Agency Marketing

223 W. Meadowview Road

Greensboro, NC 27406

Fax: 336-373-2809

Email: [email protected].

For GTA Use Only Approved Denied Reason: ______________________ By: _________________ Date: _____________

mailto:[email protected]


C ____________________________________________________________________________________ Fixed Route Policy: Transfer

This Policy is



Paratransit Polices


A ____________________________________________________________________________________ Paratransit Policy: Late Cancellation and No-Show Policy Policy:

Policy: Sanctions shall be assessed to riders who abuse the ACCESS GSO system through a pattern or practice of not showing for trips or canceling trips late. A pattern or practice includes intentional, repeated and/or regular incidents. This policy applies to riders with standing-order trips and demand trips. Implementing Procedures:

1. Definitions for the policy include:

a. No-show – A no-show shall be attributed to a rider when vehicle arrives within the pickup window and the rider cannot be located at the specific pick-up location, when a rider refuses a trip once the ACCESS GSO vehicle arrives, or if the rider does not have the proper fare.

b. Excused No-Show – A no-show shall not be assessed to a rider if the reason is beyond the rider’s control, which includes but is not limited to:

i. the rider is sick and unable to travel and there is not adequate time to notify ACCESS GSO;

ii. the rider’s mobility aid failed and the rider is unable to travel; iii. a sudden family emergency caused the rider to change plans and

the emergency did not allow the rider time to notify ACCESS GSO of this change;

iv. or the rider made other arrangements after the vehicle arrived outside the pick-up window;

v. missed trips caused by ACCESS GSO scheduling errors.

c. Late Cancellation - A rider or caretaker on behalf of the rider must contact the ACCESS GSO office to cancel a trip at least one (1) hour before the scheduled trip pickup time; any cancellation occurring less than one (1) hour prior to the scheduled pickup time is a late


cancellation, unless the cancellation was beyond the rider’s control as defined by this policy.

i. When a call is received in dispatch for a late cancellation, the Dispatcher/Phone Clerk will ask for a reason for the late cancellation. The specific reason will be noted in the Trapeze trips booking information.

ii. When an ACCESS GSO Operator calls in to cancel-at-the-door or to no-show a trip, the Dispatcher will call the 24-hour contact number prior to the Operator departing.

iii. If the Dispatcher speaks to the passenger, a note will be placed in the Trapeze trip booking information. If the Dispatcher is unable to reach the passenger by phone at the time of the no-show, a note will be placed in the Trapeze booking information indicating that there was no contact or reason provided for the no-show/late cancellation.

iv. After all Trapeze data have been validated for the day, a no-show/late cancellation report will be generated by the Director of Paratransit Service or designee.

v. All no-show trips, cancellations at-the-door, and late cancellations will be checked for non-chargeable or chargeable reasons by the Director of Paratransit Service or designee.

vi. All chargeable and non-chargeable results will be documented appropriately, the passenger will receive a written notification in accordance with the GTA No-show/Late Cancellation Policy.

vii. Within five (5) days of receipt of a notice of violation, the rider or caretaker/designee may request that the violation be purged from the rider’s record. Said request should include any available documentation to support the request.

2. If a rider is reported as a no-show for their departing trip, the rider will be responsible for calling to cancel any remaining trips for that day. If the return trip is not canceled and should have been, the rider will receive a no-show for their return trip as well.

3. The rider or caretaker/designee shall make reasonable efforts to notify

ACCESS GSO of any changes in their schedule and need for transportation services.

4. Sanctions apply when a rider has a pattern or practice of scheduling trips and

cancelling late or not riding when the bus arrives. Any rider who receives a


minimum of (3) “No-Shows” or “Late Cancellations” that equate to 10% of their total trips within one (1) month will receive a written notification relating to sanctions.

For Example:

1. If a rider books (4) trips and no-shows or late cancels (3) of those trips in one (1) month, sanctions will apply.

2. If a rider books (30) trips and no-shows or late cancels (3) of those trips in one (1) month, sanctions will apply.

3. If a rider books (40) trips and no-shows or late cancels (3) of those trips in one (1) month, sanctions will not apply.

5. For purposes of this policy, sanctions are applied in the following manner, and are based on a six (6) month time period. No-shows, late cancellations, and cancellations at the door are evaluated on a monthly basis.

a. First Occurrence:

• The rider reaches or exceeds the 10% threshold within a six (6) month period, ACCESS GSO issues a notice of warning. All warnings will be issued in writing using accessible formats where necessary.

b. Second Occurrence: • The rider reaches or exceeds the 10% threshold within a six (6)

month period, ACCESS GSO issues a notice of suspension; the rider is suspended from service for 7 calendar days.

c. Third Occurrence: • The rider reaches or exceeds the 10% threshold within a six (6)


d. Fourth and Subsequent Occurrence: • The rider reaches or exceeds the 10% threshold within a six (6)


2. Special Exceptions - When a suspension will prevent a rider from receiving

medical services that are deemed life-sustaining by the rider’s medical provider, the Assistant Public Transportation Division Manager or designee may grant an exception to a rider’s suspension for the life-sustaining trips.


Such special exception medical trips will be provided as demand trips and require individual trip reservations.

3. Request to Excuse No-Show or Late Cancel - Within five (5) business days

of receipt of a notice of violation, the rider or caretaker may request of GTA staff that the violation be purged from the rider’s record. Said request should include any available documentation to support the request. The Assistant Public Transportation Division Manager shall have the discretion to purge the violation from the rider’s record. If the violation is purged from the rider’s record, there is no further appeal unless the rider receives notice of suspension.

4. Appeals - The rider or caretaker may appeal any suspension to the Assistant

Public Transportation Division Manager within five (5) business days of receipt of the notice of suspension. The suspension shall be stayed until the appeal is decided. A rider or caretaker may appeal the decision of the Assistant Public Transportation Division Manager to the Transportation Division Manager within 5 business days of the decision from the Assistant Public Transportation Division Manager. If the rider or caretaker wishes to appeal the decision of the Transportation Division Manager, they may do so to the Greensboro Department of Transportation (GDOT) Division Manager. An appeal to the GDOT Division Manager will be conducted accordingly and a final decision will be made. At all times, the rider shall bear the burden of proving that he or she should not be deemed in violation of this policy and a no-show/late cancellation should not be noted on their record. The decision of the GDOT Division Manager is final and is not capable of further appeal. GTA reserves the right to challenge the rider if a pattern of abuse or fraud is determined.


B ____________________________________________________________________________________ Paratransit Policy: Paratransit Eligibility Policies:

New Certification

GTA certifies individuals whose disability/disabilities prevents the use of GTA’s fixed route bus services. In accordance with the ADA, Access GSO’s eligibility is determined and aligns with information provided via written application (Part A) from the applicant or their designee, in conjunction with supporting professional verification (Part B) from the applicant’s healthcare professional. An in-person eligibility interview with is required. The eligibility period is effective for a period of three (3) years, unless the individual is determined to have a temporary disability. In the event that the disability is determined to be temporary, the applicant or their designee will be made aware of the eligibility time frame during the in-person interview. Recertification In accordance with the ADA, individuals determined eligible for GTA’s Access GSO’s paratransit service are required to re-certify every three (3) years. Riders are provided with a Access GSO recertification application ninety (90) days prior to their expiration date.


C ____________________________________________________________________________________ Paratransit Policy: Appeals Policy:

Applicants for ADA paratransit eligibility may appeal GTA’s ADA paratransit eligibility determination, in accordance with the ADA if:

1. The applicant is referred to fixed route service (ineligible for ACCESS GSO paratransit services); or 2. Conditions are placed on the eligibility.

PROCEDURES:

Filing an Appeal involves the following: 1st Level- All appeals must be filed in writing by U.S. Postal Service or by e mail to:

Assistant Public Transportation Division Manager P. O. Box 3136 Greensboro, NC 27402

E Mail: [email protected]

If the applicant is unable to appeal in writing or needs special assistance, the applicant may contact the ADA Transit Services Program Coordinator at (336) 373-2166 Monday through Friday from 8:00 a.m. until 5:00 p.m., or by e mail at [email protected] for assistance in filing an appeal.

1. Appeals must be filed within 60 calendar days of receiving notification of the denial decision. 2. The Assistant Public Transportation Division Manager will make a decision regarding the original eligibility decision.




3. A written decision on the appeal will be provided within 30 calendar days, including reasons for the decision. If the decision is not provided within 30 calendar days, the appellant will be provided paratransit service until such time as the appeal decision is issued.

4. If aggrieved by the decision of the Assistant Public Transportation Division Manager, applicants may appeal to the Public Transportation Division Manager via U.S. Postal service or by e mail within 30 calendar days of the Assistant Public Transportation Division Manager’s decision.

2nd Level- All appeals must be filed in writing by U.S. Postal Service or by e mail to:

Public Transportation Division Manager P. O. Box 3136 Greensboro, NC 27402

E Mail: [email protected]

5. If still aggrieved by the decision of the Public Transportation Division Manager, applicants may appeal to the Strategic Transit Involvement Committee (STIC). 3rd Level- All appeals must be filed in writing by U.S. Postal Service to:

Strategic Transit Involvement Committee (STIC) Chair Greensboro Transit Agency

223 W. Meadowview Road Greensboro, NC 27407

The Transit Eligibility Review Committee shall be comprised of the following individuals: Strategic Transit Involvement Committee (STIC) Committee Chair

City of Greensboro ADA Coordinator Greensboro Department of Transportation Director Agency Representative(s)



6. Appellants are encouraged to state in appeal letter the reasons for disagreement with GTA’s ACCESS GSO eligibility decision. 7. After the committee receives the appeal, GTA transit staff will provide notification to the appellant of the day and time of the appeals hearing. Appellants are encouraged to bring to the hearing another person (agency representative, social worker, family member, etc.) who can provide support and/or additional information relevant to the appeal. 8. The committee will make a decision regarding the original eligibility decision. 9. The appellant will receive notification of the decision within 30 calendar days after the date of the hearing. 10. The decision of the STIC Committee shall be final.


D ________________________________________________________________________________________________________ Paratransit Policy: Reservations Demand Trips Policy:

Pursuant to 49 CFR Part 37, Section 37.131(b) ACCESS GSO shall schedule and provide paratransit service to any eligible rider in response to a request made during normal business hours at least one day and up to 7 days prior to the desired day of travel. Demand Trip Defined Demand/Demand Responsive Trip: A trip that is a non-repetitive or for a limited-time or a trip provided from a specific origin location to a specific destination location on a day and at a time requested by the rider. A specific request must be made for each demand trip, although several demand trip requests may be made on a single telephone call from a rider.


E ______________________________________________________________________________________________________________ Paratransit Policy: Reservations Subscription or Standing Order Trips POLICY: Access GSO affords its riders the ability to schedule “Subscription or Standing Order” trips to and from recurring locations. These trips occur at the same time weekly, and are allowable under this policy for a period of 90 days. After this period, the rider is required to make a new request to have the trip continued. It should be noted as a rule, GTA does not have a “short wait” period. This being the case, all Access GSO drivers are not allowed to wait for any facility to open. Allowable subscription or standing order requests under this policy are as follows:

• Medical Appointments • Educational Trips • Religious Trips • Adult Day Respite Program Trips • Employment Trips • Round Trips to and from Childcare Facilities

How to Request a Subscription Trip: Riders desiring to schedule a standing order trip must submit their request by contacting the Access GSO reservations call center during normal business hours.

Requests for Subscription Trips: Evaluation and Review of Requests for a Standing Order Once a trip request has been received by Access GSO reservations staff, each subscription request will be reviewed to determine if the request can be accommodated in consideration of the following:

1. Existing Access GSO subscription trip requests, 2. Access GSO vehicle capacity, and 3. ADA requirements for trip denials.

• It should be noted that subscription trip requests may not be approved for up to 14 calendar

days to allow for adequate vehicle/capacity assessment, and the incorporation of the standing order trip request into the Access GSO existing schedule.


• During this assessment period the trip request will be scheduled as a demand trip or next day service, and Access GSO reservations staff will communicate this fact to the rider.

Subscription Waiting List: If the requested subscription trip cannot be accommodated after assessment review, the request will be forwarded to City’s Transit Systems Planner, and recorded in writing by the Transportation Contracted staff designee on the “Access GSO Subscription Request Waiting Log” for a period of six (6) months. While on the waiting list, the Transportation Contracted staff designee will advise the rider that they may continue to make all requested trips as a “demand response rider” for next day service until their subscription/standing order request has been approved. After which time, when capacity becomes available, the Transportation Contracted staff designee will notify the rider by telephone phone, and make formal written request to the City’s Transit Systems Planner and the ADA Coordinator to mail correspondence to the rider acknowledging approval of the request for his/her eligibility file.

Requests for Changes to a Subscription Trip: Riders desiring to make any changes to their subscription trip to include the origin, destination, date or time will be required to cancel their original subscription trip for that day or days. After which time, the rider will be required to schedule a replacement demand response trip reservation for the particular date/date and time requiring the adjustment if they desire to travel.

It should be noted if there is a pattern of ongoing cancellations of subscription trips, this action may result in the termination of your ability to schedule subscription or standing orders. Cancellation of Subscription Trips For Lack of Use: All temporary standing order suspension requests must be initiated by the rider or their designee by contacting the Access GSO reservations call center during normal business hours. Every three (3) months, GTA conducts a review of all subscription or standing order trips. Based on this review:

• At any time the subscription trip may be cancelled for lack of use, • If a rider’s trip/s have temporarily been suspended for 30-days or less while the rider is out

of the area, or they are temporarily unable to travel, or • The rider has not communicated that they desire to reinstate their standing order prior to the

temporary suspension date resulting, in a lack of use for a period of 30 calendar days. • Any rider that has been determined to have a pattern of ongoing cancellations of

subscription trips. Standing Order Repeat Cancellation Violations: Every month GTA conducts a review of repeat subscription trip cancellation violations. If it is determined that there is a pattern of ongoing cancellations of subscription trips, the subscription trip will be cancelled. After which time, the rider will be required to make demand trip reservations for next day service in accordance with GTA’s Reservations Policy. This will be the process until a request has been made by the rider or their designee for a new subscription trip to be granted by Access GSO staff.


Standing Order Requests for Childcare Facilities: Riders requesting a trip to or from a childcare facility for their child/ren must submit their request through the standard Access GSO reservation process. Request(s) must include the childcare facility address, along with the facilities hours of operation. It should be noted as a rule, GTA does not have a “short wait” period.

• All trips to and/or from the childcare facility will be scheduled and provided as two (2) separate reservations.

• If a rider is in need of a second reservation to reach their final destination after leaving the childcare facility, the trip must be scheduled separately (ex. from the childcare facility to work). The pick-up time for their subsequent trip will be no more than one hour from the scheduled drop-off time at the facility.

• If the rider finds that they will not be ready for pick-up by their second trip, it is their responsibility to communicate this to the Access GSO reservationist to avoid possibly being considered a no-show or late cancellation in compliance with GTA’s No Show and Late Cancellation Policy.

While GTA will make every effort to adhere to schedules, we make it our priority to provide timely service. However, there may be circumstances whereby the vehicle may be delayed due to unforeseen circumstances that may potentially delay trips (ex. traffic, inclement weather conditions, etc.).

Appeals Procedures: The Paratransit Reservations Subscription or Standing Order Trips appeals procedure is as follows: Step 1: If the request for a standing order trip(s) is denied, the rider or caretaker on behalf of the rider, may appeal in writing to the Assistant Public Transportation Manager within five (5) business days after the decision of denial to P.O. Box 3136, Greensboro, NC 27402-3136 or by e mail to [email protected]. After which time, an appeal hearing will conducted resulting in a decision within five (5) business days after the hearing.

Step 2: If the rider or their designee disagrees with the decision of the Assistant Public Transportation Division Manager, they can appeal in writing to the Public Transportation Division Manager within five (5) business days of notice to P.O. Box 3136, Greensboro, NC 27402-3136, or by e mail to [email protected]. After which time, an appeal hearing will conducted resulting in a decision within five (5) business days after the hearing.

Step 3: If it is the decision of the Public Transportation Division Manager to uphold the denial, the rider or designee may appeal to the Greensboro Department of Transportation (GDOT) Director at P.O. Box 3136, Greensboro, NC 27402-3136 or by e mail to [email protected]. After which time, an appeal hearing will conducted resulting in a final decision within five (5) business days after the hearing.





Appellants are encouraged bring with them to any hearing(s) supplemental documents to substantiate their case. They are also encouraged to bring with them anyone (agency representative, social worker, family member, etc.) whom they feel may be in a position to provide support and/or additional information relevant to the appeal. It should be noted that the rider bears the responsibility to show cause that they should be approved and granted with a standing order within policy.


F ____________________________________________________________________________________ Paratransit Policy: Ripple Passenger Notification System Policy:

The Ripple Passenger Notification System is the Greensboro Transit Agency’s interactive voice response (IVR) software that alerts ACCESS GSO clients with an estimated time of arrival of when their ride is arriving. An automated outbound call is generated within fifteen (15) minutes of the riders schedule pickup window. If the ACCESS GSO vehicle is delayed an update imminent arrival call will alert the client. Even though this policy allows the passenger adequate time to prepare for arrivals, it does not excuse passengers from being ready within their given pick-up window.


G ____________________________________________________________________________________ Paratransit Policy: Vehicle Arrival Policy:

ACCESS GSO services operate on a thirty (30) minute pick-up window. A vehicle arriving for a pick-up during this window is considered to be “on-time”. The driver will wait up to five (5) minutes for the passenger to make themselves available to begin boarding the Access GSO vehicle. In the event that the passenger does not come out to board the vehicle after the expiration of the five (5) minute pick-up window wait time, they will be marked as a “No-Show.”


H ________________________________________________________________________________________ Paratransit Policy: Personal Care Attendants Policy:

Pursuant to 49 CFR Part 37, Appendix D, Section 37.123, ADA Paratransit Eligibility – Standards, “A personal care attendant (PCA) is someone designated or employed specifically to help the eligible individual to meet his or her personal needs.” Personal Care Attendants can always ride with the eligible individual at no cost. It should be noted, the “personal needs” being met by the attendant may or may not involve any aspect of the eligible individual’s trip, however, the presence of a personal care attendant shall not relieve the ACCESS GSO operator of their responsibility for the rider’s safety during transport. ACCESS GSO Eligibility Process: Notice of a PCA Requirement The ACCESS GSO paratransit eligibility process requires an individual to indicate whether he or she travels with a PCA. In granting eligibility, ACCESS GSO may indicate any conditions or limitations on the individual’s eligibility, including the use of a PCA [Section 37.125(e)]. Reservations When making a trip reservation, an eligible individual who intends to travel with a PCA will be required to indicate their intention at time of reservation. If the rider does not indicate the use of an attendant for a specific trip, the individual accompanying them will be regarded as a companion, and required to pay the same fare as the rider. Fare A personal care attendant shall not be charged for complementary paratransit service [Section37.131(c)].


I

_______________________________________________________________________________________ Paratransit Policy: Companions Policy:

Pursuant to 49 CFR Part 37, Section 37.123(f), ACCESS GSO shall provide paratransit service to one person accompanying an ADA paratransit eligible individual, with others served on a space-available basis. “Accompanying” means that the other individuals shall have the same origin and destination as the eligible individual. If the ADA paratransit eligible individual is traveling with a personal care attendant, ACCESS GSO shall provide service to one other individual in addition to the PCA. A family member or friend will be regarded as a companion and not as a personal care attendant, unless the family member or friend is acting in the capacity of a personal care attendant. The one individual who is guaranteed space on the vehicle can be anyone – family member, business associate, friend, date, etc. ACCESS GSO cannot limit the eligible individual’s choice of type of companion. Reservations When making a trip reservation, an eligible individual who intends to travel with a companion will be required to indicate that intention and to reserve space for the companion. If the rider does not indicate that they will be accompanied on their trip, the companion will be boarded and provided transportation by ACCESS GSO so long as doing so will not preclude the transport of an ADA paratransit eligible individual. Should the rider desire to be accompanied by more than one (1) companion, the rider will be required to make this request when making their trip reservation, at which time the request will be accommodated so long as doing so will not displace other ADA paratransit eligible individuals.


Fare A companion or companions provided paratransit service in accordance with the ADA shall pay a fare that is the same as for the ADA paratransit eligible individual they are accompanying. [Section 37.131(c)(2)]


J ____________________________________________________________________________________ Paratransit Policy: Pick-ups and Drop-offs Policy:

ACCESS GSO service is both curb-to-curb and door-to-door. Drivers are to stop their vehicles at the curb in front of or as close as possible to the designated entry of the rider’s pick-up or drop-off location. Drivers are to assist riders in boarding and alighting the vehicle as well as to and from the sidewalk, the entry door or other safe waiting area in front of or adjacent to the designated entry of the location. Definitions: Curb-to-Curb Service: Service in which, on both the origin and destination end of the trip, the driver gets out of the vehicle and assists the passenger between the vehicle and a sidewalk or other safe waiting area no more than 15 feet from the vehicle. Door-to-Door Service: Service in which the driver gets out of the vehicle and escorts the passenger from the threshold/door of a residence, building or main lobby of a public building. This occurs at both the trip’s origin and destination. Door service cannot be provided for those individuals whose pick-up or drop-off locations would cause the driver to lose sight of the vehicle, or whereby the assistance by the driver may harm the individual, the driver, or both. Drivers are never allowed to enter a rider’s residence.


K ____________________________________________________________________________________ Paratransit Policy: Lap Restraint Policy:

It is the mission of the Greensboro Transit Agency to provide a safe, friendly, and reliable transportation service. GTA Transit Operators will ask each passenger using or traveling with a common wheelchair to allow the operator to use a lap restraint while transporting them to and from the ACCESS GSO vehicle to ensure the safety of both the passenger and the operator. The operator will stress that the passenger is under no obligation to allow the operator to use the lap restraint, and they will still be transported to their destination even if they decline to use the lap restraint.

customer service procedures – comments

Documents