MetroAccess Proposed Policy Recommendations

August 2010

Metro Mobility Working Group Dispute Resolution

Chad Ballentine, Vice-Chair: Metro Mobility Working Group

Boone J. Blocker, Alternate: Metro Mobility Working Group

Sheila Holbrook-White, Executive Director: Texas Citizen Fund

Inez Evans, Director: MetroAccess

Elaine Timbes, Executive Vice President/Chief Operating Officer

Context

August 2008: MMWG created

August 2008 - Present: MMWG meets

July 2010: Board directs dispute resolution RFQ

July 21- 23, 2010: MMWG Dispute Resolution held

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Outstanding Issues To Be Resolved

Levels of Service

Open Returns

Paratransit Eligibility and Appeals Processes

Taxi Vouchers

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Dispute Resolution Format

Outline current practice or policy

Discuss legal guidance, as available

Initial discussion and questions

Caucus:– Community Members– Staff

Re-convene, outline proposed policy with alternating caucus presentations

Outcomes: Consensus and/or Policy Options

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MMWG Dispute Resolution Summary

ConsensusE-9 (Appeals process observers)

ConsensusE-8 (Appeals process committee)

No ConsensusTaxi

ConsensusE-7 (Eligibility appeals process)

ConsensusE-6 (Conditional eligibility recertification)

ConsensusE-5 (Unconditional eligibility recertification)

No ConsensusE-4 (Recertification of current customers)

ConsensusE-3 (Two filter eligibility process)

No ConsensusE-2 (Individual Interview & orientation)

ConsensusE-1 (Application)

Issue Community & Staff

Levels of Service ConsensusOpen Returns Consensus

E-10 (Safeguards and Final Determinations ) Consensus

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Consensus Policies

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Levels of Service MMWG Consensus Achieved

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• In order for customers to travel from their origin to their destination, Capital Metro will provide three service levels, including curb-to-curb, door-to-door, and door-through-door as determined during the passenger’s certification and recertification processes.

• At the time of reservation or at the drop-off, the customer may request door-to-door or door-through-door services be provided.

• Current policy regarding exceptions related to safety would be satisfied.

Service Standard (Level of Service)

Staff Recommendation:

Capital Metro will provide three service levels as identified through the eligibility process:

Curb-to-curb

Door-to-door

Door-through-door (non-residential locations only)

Staff Recommendation Responds to:Metro Mobility Working Group (MMWG): Consensus

Community Feedback: Keep door-through-door option

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Open ReturnsMMWG Consensus Achieved

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• To expedite service quality and obtain maximum benefit and efficiency, Capital Metro will offer open return service for medical trips, jury duty, and travel return, provided the passenger designates an estimated time of return.

• Medical trips include treatment destinations for both the passenger and service animal.

• If a no-show is assessed to the customer as a consequence of a delay beyond his/her control, Capital Metro will remove the no-show expeditiously upon notification.

Open Return Policy

Staff Recommendation:

Trip purposes limited to: medical trips, jury duty and return from travel

Estimated return time required when scheduling trip

Staff Recommendation Responds to:MMWG: Consensus

Community Feedback: Maintain Open Return Services for medical trips, jury duty, and travel return

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Policy Options

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Eligibility and Appeals Processes:E-1: Application Consensus

Capital Metro should use an individualized application that is comprehensive, accessible, objective, functionally-focused which emphasizes ease of completion with limited open-ended questions. The application should be forwarded to interested applicants and processed by Capital Metro.

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Eligibility and Appeals Processes:E-2: Individual Interview & Orientation

Consensus was not achieved

Disagreement: Required vs. As-Needed Option– Staff Caucus: Required Interview and Orientation– Community Caucus: As-Needed

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Eligibility and Appeals Processes:E-3: Filter 1 & Filter 2 Consensus

Filter 1: Initial Screening

Filter 2: More Extensive Screening

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Eligibility Assessment Filtering Process

Staff Caucus: RequiredCommunity Caucus: As Needed

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Eligibility and Appeals Processes:E-4: Recertification of Current Customers

Consensus was not achieved.

Disagreement: Required vs. Grandfathered Option– Staff Caucus: Required for current customers– Community Caucus: Not required for current customers

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Eligibility and Appeals Processes:E-5: Unconditional Eligibility Recertification Consensus

Recertification of those customers with unconditional service functions as an update of contact information and/or an opportunity to outline changes in MetroAccess policy, rather than as a functional re-evaluation of the customer’s abilities.

Recertification will be required every three years.

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Eligibility and Appeals Processes:E-6: Conditional Eligibility Recertification Consensus

Recertification for those customers with conditional eligibility will require, at a minimum, a Filter 1- Initial Screening with the option to move to a Filter 2- More Extensive Functional Assessment as needed.

Recertification will be required every three years.

Because one’s function may change over time, a client with conditional eligibility can request re-consideration of his/her functional abilities at any time during the thirty-six months between recertification.

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Eligibility and Appeals Processes:E-7: Request to Appeal Eligibility Consensus

A passenger has up to 60 days after the receipt of the determination letter that denies eligibility to appeal to Capital Metro.

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Eligibility and Appeals Processes:E-8: Appeals Process Committee Consensus

1. The Capital Metro employee with primary responsibility for organizational accessibility resources, recommendations, and support for persons and programs associated with the disability community.

2. An individual who has some knowledge of transportation for persons with disabilities and functional assessment. This individual would be drawn from a Board-appointed pool of qualified individuals, serving on a rotating basis.

3. An ACCESS Committee member, or an individual designated by the ACCESS Committee.

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The Appeals Process Committee is comprised of 3 members, which will include:

Eligibility and Appeals Processes:E-9: Appeals Process Observers Consensus

One member of the ACCESS Committee may serve as an observer to the process, with a preference for an observer whose function is similar to/analogous to the function of the person who is appealing. This observer will serve as a liaison to the ACCESS Committee.

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Eligibility and Appeals Processes:E-10: Procedural Safeguards and Final Determinations Consensus

Metro ACCESS employees who participated in the interview and orientation process may not participate in the appeal, except to provide information related to the assessment.

Capital Metro will provide a decision within 30 days in the accessible format the passenger prefers. This notification will include the address, website, and toll-free number of the Federal Transit Administration.

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MMWG Dispute Resolution Summary

ConsensusE-9 (Appeals process observers)

ConsensusE-8 (Appeals process committee)

No ConsensusTaxi

ConsensusE-7 (Eligibility appeals process)

ConsensusE-6 (Conditional eligibility recertification)

ConsensusE-5 (Unconditional eligibility recertification)

No ConsensusE-4 (Recertification of current customers)

ConsensusE-3 (Two filter eligibility process)

No ConsensusE-2 (Individual Interview & orientation)

ConsensusE-1 (Application)

Issue Community & Staff

Levels of Service ConsensusOpen Returns Consensus

E-10 (Safeguards and Final Determinations ) Consensus

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Eligibility and Appeals Processes:Eligibility for Paratransit Service

Staff Recommendation:Individualized application and medical verification (E1)Individual interview and orientation by staff (required) (E2)First level functional assessment by a 3rd party (E3)Second level comprehensive functional assessment by a 3rd party (E3)Up to four years of eligibility (E3)Appeals board with 1 ACCESS advisory committee, a member appointed

by the Board, and the Capital Metro ADA Coordinator (E8)

Staff Recommendation Responds to:

MMWG: Consensus on application, medical verification, 3rd party functional assessments, 3 year eligibility & appeals board

Community Feedback: Desire for 3rd party assessments and revised application

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Eligibility and Appeals Processes:Recertification for Paratransit ServiceStaff Recommendation:

All existing customers must go through the new eligibility processAfter initial recertification:

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 re-consideration at any time.

Community Feedback :Less restrictive process for unconditionally eligible customers to recertify.

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Screened In

Screened In

Eligibility Process Paratransit Service

Step #1

Step #2

Step #3

Step #4

First level functional assessment

Comprehensive functional assessment

In-person interview & orientation by staff

Application with professional verification

Screened In MetroAccess

NOT ELIGIBLE FOR METRO ACCESS APPEALS PROCESS

MetroAccess

MetroAccess

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Taxi Program

Staff Recommendation:

Eliminate Voucher on Request Program due to possible discriminatory practice and concern over capacity limitations.

Transition subscription vouchers to MetroAccess vehicles as space becomes available.

Staff Recommendation Responds to:MMWG: No consensus reached

Community Feedback: Equity concerns for non-ambulatory customers

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Community Feedback Issues

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Paratransit Service Area

Staff Recommendation:

¾ Mile service area

Work with displaced customers on an individualized 90-day transition plan with an option to extend transition 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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Call Center Operations

Staff Recommendation:Call center hours:

7am – 5pm Weekdays8am – 5pm Weekends

3 day advance reservations

Allow 6 day 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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Next Steps

August: Proposed policy change recommendations

September: Community outreach on recommendations

Board Public hearing

Summary report of community outreach

Board adoption of Metro Access policy changes

October: Draft ADA Plan update

Board direct staff to take ADA Plan update to public

November: ADA Plan public hearing

Board adoption of ADA Plan

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Action Needed from the Board

Work Session August 17: Provide direction to staff related to policy recommendations

Board Meeting August 23: Approve policy recommendations for public outreach

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Questions?

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