king county metro access transportation policies 2011€¦ · king county metro access...

King County Metro Access Transportation Policies 2011

Accidents

An accident is when a vehicle strikes, or is struck by, another object, resulting in damage to either vehicle or property.

Immediately upon receiving notification from the driver of an accident requiring a Washington State accident report, damage over $1000, or FTA drug testing, the Contractor shall notify the King County Metro Contract Administrator, or designee. These are considered major accidents.

A designated accident investigation contract staff person shall respond immediately in person to all major accidents and follow the procedures established by the contractor and approved by the County.

Information on all accidents, including minor accidents (those accidents when there is no State of Washington report or FTA drug testing) must be reported in writing to the County within 24 hours. The County shall determine the content of these reports and the manner in which these reports will be filed.

ADA Paratransit Eligibility

The ADA Paratransit Program is for King County Metro customers, age six (6) and older, when they are unable because of a disability to independently use Accessible fixed route bus service.

ADA Paratransit eligibility is determined by King County Metro based on a completed application, verification from the person’s health professional and may include an in-person evaluation. There are two categories of eligibility: Full Eligibility and Conditional Eligibility. Fully eligible registrants have been determined, because of their disability, to be unable to ride the regular fixed route service for any trips unless accompanied by another person to provide assistance. Conditionally eligible registrants have been determined to be able to take the fixed route bus except when there are specific barriers or conditions that because of their disability prevents them from using the fixed route bus. ADA Paratransit eligibility also gives the customer Regional Eligibility for those counties in Western Washington which are part of Regional Coordination.

In addition, this eligibility allows the customer to use any ADA paratransit program in the United States for 21 days of service.

Address Location

Quickly locating the correct address of the pick-up and drop-off of each trip can significantly increase the reliability and cost effectiveness of Access

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Transportation. The ability to do this is the joint responsibility of the customer and Access Transportation staff.

Customers must have their home number clearly visible from the street, including after dark.

Specific identifiable entrance locations are needed at the time a trip reservation is made for customers who are being picked-up or dropped off at a location which has several entrances or buildings. Access Transportation may also specify pick-up and drop-off locations for frequently requested destinations such as shopping centers and medical centers.

Adverse Conditions

Regular Access Transportation service operations will be suspended by King County Metro in any area where road conditions make travel hazardous due to snow, wind, flooding, earthquake or some other adverse conditions. Service suspension announcements will be made on the calltaking centers’ phone systems and press releases will be issued to local radio and TV stations.

During periods of suspension of regular service, Access Transportation vehicles may be available for emergency service including life sustaining medical appointments, trips to pick up prescriptions, groceries and food bank items. Access Transportation vehicles will also provide back-up for King County Metro’s fixed route bus service.

In addition, Access Transportation will make reasonable efforts during periods of suspension of regular service to provide life-sustaining service to customers who notify their calltaking center that they need to proceed with their ride. Access Transportation will make the final determination whether the trip can be safely provided.

Agency Eligibility

Agencies may enter into an Agency Agreement with King County Metro which allows them to purchase trips for their clients on Access Transportation.

Appeal of Suspension for No-Shows

Customers who have had a review of a notice of Suspension for Rider No-Shows and the review upheld the suspension, may file an appeal with King County. An appeal request must be received by Accessible Services within 60 calendar days of the receipt of the suspension review decision. Customers who have filed an appeal can continue to request and receive trips while the appeal is being processed.


King County must schedule an appeal meeting within 10 calendar days of the filing of the appeal. Customers shall choose whether the appeal is conducted in person, in writing, or by phone.

Customers may present information and arguments supporting an appeal to a person who was not involved in the initial decision to suspend service. Others may accompany or speak on behalf of the customer. The customer may also have Access to pertinent records and personnel.

Within 10 calendar days from the date of the appeal meeting, the customer will receive a written appeal decision and the reasons for it.

If the suspension is upheld, the notification will include the dates of service suspension. No suspension will begin earlier than 14 calendar days from the date of the notification.

This is the final administrative step in the suspension of service process.

Cancellation of Subscription Service

Customers shall cancel their subscription trip as soon as they are aware that they will not need the trip for a single trip or for an extended period of time. Cancellations must be received by 5 PM on the day prior to service. See Cancellations. If a rider repeatedly cancels (or No Shows) 50%, or more of their trips in a 30-day period, subscription service will be removed. Riders may then request the same trips as demand service.

Subscription service may be put on hold for up to 30 days. If the rider does not resume subscription service within the 30 days, it will be removed and must be rescheduled through the subscription trip process.

Access Transportation reserves the right to deny or approve requests for re-application of subscription service.

Cancellations

All requests to cancel a scheduled trip must be received at the Call Center by 5:00 p.m. the day before the scheduled trip. Any request to cancel received after 5:00 p.m. will be recorded as a No Show. See No Show Policy.

Carry-ons

Customer convenience and safety determine what items can be transported by Access Transportation.

Drivers can lift and carry up to four items, each weighing less than ten pounds. Items that cannot be held on a customer’s lap must be approved prior to bringing on board the vehicle.


Items that pose a potential safety hazard will not be transported on Access. These items include but are not limited to any item weighing over 40 pounds, any item that cannot be safely secured on the vehicle including more than four shopping bags or two pieces of luggage per rider, uncovered glass or sharp objects, gasoline and other inflammables except medically prescribed oxygen tanks. Customers using oxygen tanks must notify Access before bringing on an Access vehicle.

The driver is solely responsible for storing any items brought on board the vehicle.

Child Safety Restraint System

All infants and children under four years of age riding as companions are required to travel in an approved child seat. Customers must request space for the child seat when the trip is scheduled.

Customers must provide their own child seat. As of January 1, 2002 Access Transportation will no longer provide the child safety restraint system. The driver will secure the child seat into the vehicle after the customer secures the child in the seat.

Customers bringing their own child seats may be refused service if drivers feel the child seat is unsafe or it cannot be safely secured in the vehicle.

Children

Children aged five and under must be accompanied by a responsible, fare-paying person. Such children may ride for free. Per section 5.18 King County Metro Customer Relations policy, up to four children may ride with each responsible person based on space availability.

Code of Conduct

Access Transportation is part of King County Department of Metropolitan Services. The “Transit Code of Conduct: Activities and Conduct on Transit Property” applies to service provided by Access Transportation.

Companions

Customers with ADA Paratransit Eligibility may reserve space for one companion when they make a trip request. This is in addition to a Personal Care Attendant. Customers may call the day before the trip to see if there is space available on the vehicle for additional companions. Seat space for all companions must be scheduled by the calltaking center.


Companions must be picked up and dropped off at the same times and locations as the customer.

Companions can be any person including infants and children under age six.

Conditional Eligibility

During the ADA Paratransit Eligibility process, King County Metro will certify conditions under which a disability prevents a conditionally eligible customer from using Metro’s regular fixed route bus service. The following conditions may be certified.

Conditions that occur while getting to and from or boarding a regular fixed route bus

Seasonal conditions prevent a customer from getting to and from a bus stop. These conditions are caused by the change in seasons and can fluctuate day to day. Conditions include:

Extreme Heat

Extreme heat conditions shall apply when the daytime high is greater than 85 degrees F.

Between July 1 and August 31, when higher temperatures are most likely, Demand Response Trips may be booked up to the full advanced reservation period.

Between September 1 and June 30, trips may be booked the day before if next day’s daytime high forecast for King County is greater than 85 degrees F.

No Subscription Service is available.

Extreme Cold

Extreme cold conditions shall apply when the daytime high is lower than 40 degrees F.

Between November 1 and February 28, when lower temperatures are most likely, Demand Response Trips may be booked up to the full advanced reservation period.

Between March 1 and September 30, trips may be booked the day before if next day’s daytime high forecast for the King County Metro service area is below 40 degrees.


Extreme Light

Customers may book Demand Response Trips one day in advance when extreme light conditions are likely to cause episodes of temporary blindness, preventing them from taking the regular fixed route bus the next day.



Darkness

Dark conditions shall apply between sunset and sunrise.

Hours of darkness will change monthly, using the longest period of darkness in each month. Demand Response Trips may be booked up to the full advanced reservation period.

Subscription Service will be available when any portion of a trip is within the hours of darkness all year round. The hours between 9 p.m. and 5 a.m. are always in darkness. Each leg of the trip will be treated separately.

Snow and Ice

Snow and ice conditions shall apply if snow or ice is on the ground, or when snow or ice is in the next day’s forecast for the King County Metro service area. Demand Response Trips may be booked one day in advance under these conditions, subject to Access Transportation’s Adverse Weather Policy.


Variable Conditions prevent a person from getting to and from a bus stop. This condition varies from day to day.

Variable Health Condition

This condition is present when a person’s disability causes a temporary physical weakness.

Customers may book a trip one day in advance when they know their health condition will prevent them from taking the regular fixed route bus the next day.

Subscription Service is available only if the trip is for a life sustaining medical appointment.

Pathway Conditions prevent a person from traveling to or from or boarding a regular fixed route bus because of architectural, equipment or environmental barriers and do not vary day to day. The pathway for requested trips may be reviewed to determine if any of the certified barriers exist.

The following conditions occur traveling to or from a bus stop and are not under the control of King County Metro:

Lack of curb cuts

Steep inclines

Uneven surfaces

Complex traffic

Distance

The following conditions occur in boarding a bus and may or may not be under the control of King County Metro:

Lack of a boarding device


This condition will apply when a bus with a lift or ramp is not available. This condition shall not apply to regional travel as all Metro and regional buses have a lift or ramp.

Lack of an Accessible stop

This condition will apply when an Accessible bus stop is not available.

Subscription Service is available for pathway conditions once a determination has been made that a barrier exists.

Conditions that occur while riding a regular fixed route bus

Navigational Conditions prevent a person from knowing how to use the regular fixed route system. There are several categories:

Bus Transfer

Demand Response Trips may be booked when the same trip on regular fixed route service would require transferring to another bus.

Subscription Service is available.

Not Travel Trained

Demand Response Trips may be booked until bus travel training is successfully completed for a specific trip. Bus travel training will be provided at no charge to ADA eligible customers.

Subscription Service is available.

Confidentiality

The use or disclosure of any information concerning an identified Access Transportation rider for any purpose not directly connected to managing or providing Access Transporation service is prohibited except by court order, or written consent of the Access Transportation rider their attorney or their responsible parent or legal representative.

In addition, trip requests and other information pertaining to a customer’s trip shall only be directed to the customer or their legal representative unless the customer has given another person authority to make trips on their behalf by providing that person with their King County Metro I.D. number. Persons, other than the customer or their legal representative, must provide the customer’s King County Metro I.D. number to the Access Transporation calltaking representative before a trip can be scheduled or a complaint registered.

Curb to Curb

Access Transportation provides assistance to customers getting on and off the vehicle. The curb is defined as the public street address. Entrance onto private property open for public Access is at the discretion of Access Transportation.


This decision will be made if the site meets the standards set forth in the policy regarding Driveways and Alleys. If requested, drivers will provide a steadying hand to customers as they board using the steps or the wheelchair lift and assist customers in navigating a mobility aid onto the wheelchair lift and into the securement area.

Drivers will also help load and unload Carry-ons on and off the vehicle.

Customers receiving curb-to-curb assistance who cannot see the vehicle arriving from where they wait during the 30-minute arrival window may request that they be notified of the vehicle arrival. The customer may receive a call that the vehicle is on its way.

Once the vehicle arrives, customers have five minutes to get to the vehicle.

Customer Relations

Access Transportation personnel shall treat all employees and customers with dignity and respect. Personnel are expected to conduct themselves in ways that will not offend, intimidate, degrade or harass their coworkers, riders or members of the public.

Access Transportation personnel shall maintain a professional relationship with its customers which precludes contacting or meeting with riders for purposes other than providing transportation arranged through the Access Transportation callcenters.

Decorations on Vehicles

Drivers shall not decorate Access Transportation vehicles with personal items which are not necessary in the conduct of their duties. Drivers may bring aboard a knapsack or similar bag for personal items which can be safely stored in the driver area.

Demand Response Trips

Access Transportation is a demand response transportation service. Customers who have ADA Paratransit Eligibility or may call in trip requests from one to three days in advance of the desired trip.

Door to Door

If requested, Access Transportation may assist ADA Paratransit customers who have been certified to need assistance because of their disability from the entrance of their residence to the vehicle and from the vehicle to the destination entrance as long as that assistance can be provided in a manner that protects the safety of the customer and the driver.


The driver shall offer a steadying hand to ambulatory customers including assistance on steps and assistance in opening doors.

The driver may assist customers using manual wheelchairs up and down one step where there is adequate space at the top and bottom of the step for the wheelchair. Drivers will also assist a customer in a wheelchair on flat walkways and on inclines not more than 8% grade.

Drivers may carry one shopping bag while assisting customers door-to-door. The shopping bag and another Carry-on will be loaded and unloaded from the vehicle by the driver. See carry-on policy.

Drivers may come to the entrance and announce the vehicle’s arrival on pick-up trips. Door-to-Door assistance cannot be provided if it requires the driver to move out of the sight of the vehicle.

Eating and Drinking on Vehicle

Passengers are prohibited from eating or drinking on Access Transportation vehicles except drinking non-alcoholic beverages from a container designed to prevent spillage.

Drivers are prohibited from eating or drinking on Access Transportation vehicles while the vehicle is providing service to customers. Drivers may drink non-alcoholic beverages or eat on the vehicle during scheduled breaks or meal times.

Drinking alcoholic beverages or possessing alcohol in an open container is prohibited on all transit vehicles.

Driver Breaks

Drivers are not to delay service for any unauthorized or unnecessary reason. During lay-overs and breaks, drivers may make brief stops to pick up food or beverage. Any unnecessary stops that interfere with the driver’s schedule will not be authorized.

When parked, Access Transportation vehicles should be in areas that minimize risk of injury and property damage and provide the least disruption for private citizens and businesses.

While driving an Access Transportation vehicle, drivers and road supervisors should show good judgment in their actions and conduct that reflects well on King County. This also applies to staff in Access Transportation uniforms while going to and from work.

Elementary and Secondary Students

School-related transportation specified in the student’s Individual Education Program (IEP) is not the responsibility of King County Metro.


Eligibility and Appeals Transportation

Persons who have a scheduled appointment for an eligibility evaluation or an eligibility appeal meeting at the facilities of King County Metro’s Eligibility and Appeals Contractor may ride Access Transportation to and from that appointment only. No fare is charged for this service.

Equal Access

Access Transportation applicants and customers will be served without regard to cultural affiliation, race, religion, color, sex, sexual orientation, national origin or disability.

Errands

Access Transportation drivers cannot wait at a destination while a customer runs an errand such as banking or picking up prescriptions.

Customers having several destinations on a single day will need to separately negotiate the pick up for each of the destinations. The 30-minute pick-up window for a trip request for the same day will be scheduled so there is no overlap with the drop-off window of the previous request.

Access Transportation drivers are not allowed to take any requests from customers to make stops that were not scheduled through the call taking center.

Expulsions

A person using Access Transportation who violates the King County Transit Code of Conduct or any federal, state or local law may be subject to immediate expulsion from an Access Transportation vehicle.

King County Metro’s Access Transportation Contract Administrator, or designee, is authorized to issue orders for immediate expulsion of a person from an Access Transportation vehicle or facility. A person will be expelled if, in the Access Transportation Contractor Administrator’s judgment, the person’s action is in violation of the Transit Code of Conduct, or federal, state, or local law and it is perceived as threatening by or to a driver or other person on the vehicle or the action is likely to involve injury to persons or damage to property.

An expulsion can be for up to seven calendar days. If the rider’s violation of the Code of Conduct is severe enough, or if the rider has in the recent past been expelled for violation of the Code of Conduct, the rider may be subject to Suspension for Misconduct.

In accordance with the Americans with Disabilities Act Part 37.5, a person with a disability shall not be refused service because the individual’s disability results in


appearance or involuntary behavior that may offend, annoy, or inconvenience drivers or other employees or other persons using Access Transportation.

Fares

Effective July 1, 2001, the base fare for Access Transportation is 75 cents per trip per passenger or animal required by Metro policy to pay a fare (see below).

An eligible rider can purchase a $13.50 monthly Access pass. Access passes may be transferred only to riders who have a valid ADA Paratransit identification card or to visitors who are eligible for Access Transportation. Access passes are not transferable between riders for trips whose timeframes overlap

A valid reduced fare sticker on the front of a Regional Reduced Fare Permit (RRFP) is worth 25 cents towards the Access Transportation fare. Other Metro fare media will be worth their face value for a single trip fare but no more than the 75-cent Access Transportation fare.

Exact fare must be paid (and eligible riders must show their Access identification card) when boarding. Eligible riders may ask the selling agent to mail their monthly fare pass to Accessible Services. Prepayment of fares for such eligible riders will be noted on the driver manifest.

Fares can be paid with cash, Metro tickets, a valid Metro pass, Puget Pass or Metro transfer, or any appropriate combination thereof. Credit cards and checks are not accepted. Drivers do not make change; overpayment does not apply to future fares. Transfers are not issued on Access Transportation

The following must pay the base fare:

an Eligible Rider

a Companion age five and over

a Pet which does not sit in the rider’s lap

The following are not required to pay a fare:

a Child four and under when accompanied by a fare-paying adult

a Personal Care Attendant

a Service Animal.

For intra-county transfer trips, fare is required only when boarding the first vehicle for each trip.

For Inter-County Travel between Adjacent Counties, fare is required only when boarding the first vehicle for each trip.

Failure to pay appropriate fare or presenting an invalid pass or transfer is prohibited under the Transit Code of Conduct. Violation of this code may result in a Suspension for Misconduct.


Hand to Hand

Access Transportation provides Hand-to-Hand service to those riders who have been certified to have a demonstrated need that they cannot be left alone. Need for the service must be based on disabilities that create a high degree of dependency on others in order to achieve basic mobility. Once certified, Access will provide Hand-to-Hand service for all trips (demand, standing or subscription trips). The requirements of the ADA do not govern Hand-to-Hand trips.

Holiday Service

Access Transportation holiday service is provided based on the days and hours and areas served by King County Metro’s fixed route holiday service. Demand Response Trips and Standing Rides to life sustaining medical appointments will be provided during holiday service. All other Standing Rides will be canceled during holiday service.

The following national holidays will be on holiday service:

New Year’s Day

Martin Luther King

President’s Day

Memorial Day

Independence Day

Labor Day

Thanksgiving Day

Friday after Thanksgiving

Christmas Day

HOV Lanes and Ramps

Publicly owned Access Transportation vehicles are considered public transportation vehicles for purposes of using designated HOV lanes and ramps. Drivers are encouraged to use HOV lanes and ramps.

Access Transportation vehicles shall not use other roadways reserved for transit such as the tunnel and busway or other Transit Specific Traffic Privileges.


Incidents

An incident is any occurrence, excluding an Accident, involving Access Transportation property or personnel that results in or has the potential to result in property damage, personal injury or denial of service to a customer for misconduct, or any other occurrence that may result in disruption to King County Metro Access Transportation service.

The contractor shall immediately notify the King County Metro Contract Administrator, or designee, of all incidents that require that medical or law enforcement personnel be contacted, or if a vehicle is vandalized resulting in damage of $500 or more or if there may be disruption to service to a significant number of Access Transportation customers. These are considered major incidents. A designated investigation contract staff person shall respond immediately in person to all major incidents and follow the procedures established by the contractor and approved by the County.

Minor incidents are other incidents, excluding Accidents, where there is property damage under $500 or wherein medical or law enforcement personnel were not contacted or the disruption to service is does not affect a significant number of Access Transportation customers.

A written report on all incidents, including minor incidents, must be submitted to the county within 24 hours. The county shall determine the report format and the manner in which these reports will be filed.

Information to Customers

Customers registered with Access Transportation will periodically receive written information about the service, updates about changes made to the service and customer surveys. This information will be sent by direct mail or as handouts on vehicles.

King County has the sole authority to approve all written information distributed to Access Transportation customers concerning this service.

Inter-county Travel between Adjacent Counties

Requests for trips across King County’s border to or from Pierce County or Snohomish County for persons who are ADA certified will initially be coordinated by the home county’s paratransit authority or its contractor under the terms established for Regional Coordination.

Trips will include a vehicle transfer between the paratransit services unless a trip can be more efficiently provided by one service. This determination will be mutually agreed to by the two paratransit services involved. This decision will not be made by the customer.

Fare is only required when boarding the first vehicle for each trip.


Length of Trips

Customers traveling within their Zones will be scheduled to be on the vehicle for no more than ninety (90) minutes.

There is no maximum trip length for Inter-Zonal Travel for ADA Paratransit customers traveling outside their zone. ADA Paratransit customers will be given an approximate trip length at the time the inter-zonal trip is scheduled.

Lost and Found Articles

Customers are responsible for all personal articles carried on Access Transportation vehicles.

Personal articles found on vehicles by the driver or turned in to the driver will be retained for 30 days.

To reclaim an article, customers should call their calltaking center and provide the date and time of the trip as well as a description of the article.

Recovered articles can be picked up at an Access Transportation facility at the customer’s convenience. If a customer is unable to get to a facility, Access Transportation may return valuable articles such as wallets, purses, medications and medical equipment when a van is in their area.

Medical Emergencies

Drivers are instructed to immediately request medical assistance and then administer necessary first aid or CPR if a medical emergency occurs on the vehicle or as a customer is boarding or deboarding the vehicle.

Customers with special medical information necessary in a medical emergency should give this information to the calltaker and wear a medical alert bracelet. Customers are also asked to provide Access Transportation with the telephone number for an emergency contact person.

Access Transportation has a policy of Confidentiality.

Lift Use and Mobility Aid Securement

Federal regulations require Metro to provide transportation to people who use mobility aids that meet the definition of a “common wheelchair”. Vehicle specifications for lifts and securement systems in 49 CFR Part 38 are based on this definition. 49 CFR Part 37.3 defines a wheelchair as follows:

Wheelchair means a mobility aid belonging to any class of three or four-wheeled devices, usable indoors, designed for and used by individuals with mobility impairments, whether operated manually or powered. A “common wheelchair” is


such a device, which does not exceed 30 inches in width and 48 inches in length measured two inches above the ground, and does not weigh more than 600 pounds when occupied.

Some riders using mobility aids that exceed these dimensions may still be transported as some of Metro’s equipment exceeds ADA minimum dimensions. These trips will be considered “King County Community Transportation trips. However, each “non-common” wheelchair will need to be evaluated prior to providing service to determine if any procedure or equipment adaptation will be necessary to accommodate the potential customer. Metro may transport the rider using a non-common mobility aid it can be done with a ‘reasonable modification’ of Access policies and procedures and provided that the current fleet includes vehicles which can accommodate that mobility aid. Access Transportation is not able to accommodate ride requests for particular vehicle types.

Whether Access can transport a mobility aid that exceeds the above definition is a function of width and length: will it fit on the lift and in the securement area. The length at the base of the wheelchair must be short enough to fit on the lift without impeding the front roll stop flap. The maximum overall length is limited by the ability to maneuver within the vehicle. However, for safety reasons, the maximum weight limit for the lift is 600 pounds. Also, mobility aids intended primarily for outdoor use and powered by combustion engines will not be transported.

Metro has adopted codes to describe mobility aids in the scheduling software to ensure appropriate vehicle assignment, etc. These codes are used to determine optimum capacities on vehicles.

No-shows

A trip will be recorded as a Rider No-show when the customer has not called prior to 5 p.m. the evening before to cancel the trip.

Similarly, if a rider does not board the vehicle within 5 minutes of its arrival within the Arrival Window it will be recorded as a No Show. Also at this time, the return trip, if one was scheduled, will be cancelled and recorded as a Cancellation. It is the customer’s responsibility to contact the callcenter to reinstate a cancelled return trip.

No-shows caused by a sudden emergency that prevents the customer from canceling a trip before 5 PM the day before service will be considered a No-Fault No-Show. A no-show resulting from an error on the part of Access Transportation will be considered a System No-Show.

Customers with a record of Rider No-Shows may be suspended from service.


Occupant Restraint System

All riders on Access Transportation, whether in a vehicle seat or a wheelchair securement area, shall use the occupant restraint system provided in the vehicle, properly adjusted and securely fastened. Customers in the wheelchair securement area must use a lap belt and shoulder harness as provided by Metro.

Customers who present to the driver a written verification from a doctor that they are unable to wear a safety belt or shoulder harness for physical or medical reasons will not be required to use the occupant restraint system on that trip.

Drivers can assist in securing restraint system according to the manufacturer’s instructions.

Riders four years of age and younger must use a Child Safety Restraint System.

Perform and Personal Product Fragrance

Drivers and any other personnel assigned to Access Transportation vehicles are prohibited from wearing perfume and other personal products with a fragrance.

Customers are asked to also be aware that fragrances may trigger a respiratory emergency for persons with respiratory related conditions.

Personal Care Attendant (PCA)

Personal Care Attendants (PCA) for customers, whose need for a PCA has been certified by King County Metro, will be accommodated on Access Transportation. PCAs will not be charged a fare. The PCA trip origin and destination must be at the same time and places as the customer.

Customers must let the Call Taker know at the time they make a reservation that they will be bringing a PCA.

Pets

Pets that are not Service Animals will be accommodated on Access Transportation if customers make a request at the time they reserve a trip and the animal remains in a carrier during the trip.

No fare will be charged for pets that are carried on customers’ laps. A fare equal to that paid by the customer will be charged for pets carried anywhere else on the vehicle.

A customer may be refused accommodation for a pet on a specific trip if there is no capacity on the vehicle, if it is known that another rider’s health on a specific trip would be at risk, or if another animal has already been scheduled on the same vehicle. A customer may also be refused accommodation for a pet if the animal creates a disturbance while being transported by Access Transportation. NOTE: Service Animals may not be refused service.


Railroad Crossings

Access Transportation vehicles are required to stop no more than 50 feet but not less than 15 feet from the nearest rail of all railroad stops. Vehicles are not required to stop:

When traffic is controlled by a police officer or an authorized flagman;

At any crossing controlled by a traffic control signal;

At any crossing posted “Exempt;”

When there are no customers on the vehicle.

Caution: A safety stop must be made when crossing railroad tracks under the Alaskan Way Viaduct. The stop must be made regardless of the traffic signal color. These traffic signals are not connected with railway signals and are ignored by train operators.

Recertification

Customers certified for ADA Paratransit Program may be required to recertify at least every three years to make sure that changed circumstances have not invalidated or changed their eligibility.

When a customer’s recertification may mean a loss of service, a specified period of time of no more than 60 days shall be given to allow time for arranging other transportation.

Customers re-certifying shall have an opportunity to appeal a decision under the Eligibility Appeal policy.

Regional Eligibility

When a person is certified as ADA Paratransit eligible by any of the transit authorities that sign the Memorandum of Agreement to Implement Regional Paratransit ADA Eligibility for Persons with Disabilities, that person’s eligibility is honored by the other signatories. See Regional Coordination for a list of the signatories.

King County Metro ADA Paratransit certified individuals may use the paratransit service in the areas served by the signatory transit authorities without additional restrictions such as the 21 day service limitation on Visitors, individuals certified by non-signatory transit authorities.

ADA Paratransit certified individuals from the signatory transit authorities may use Access Transportation under the same rules and procedures as a person certified ADA eligible by King County.


Persons who move permanently to an area served by another signatory transit authority must immediately notify the transit authority serving that area and reapply for certification under that service. The person may travel under their previous ADA Paratransit certification until the new certification process is completed.

King County will also enter into additional agreements with Snohomish and Pierce counties to coordinate Inter-County Travel.

Service Animal

Access Transportation carries any animal that a customer identifies as a trained service animal and is needed by themselves or their personal care attendant or companion to help with daily activities. All service animals must be leashed and either kept on the floor of the vehicle or carried in the lap of a rider. They are not permitted on seats.

Customers must reserve space for a service animal at the time of their trip request. Access Transportation cannot refuse to carry a service animal. However, Pets may be denied accommodation.

There is no fare for service animals. Riders must pay a fare for pets that cannot fit in their lap.

Service Area

Access Transportation operates the same days, hours and area as defined in Ordinance 13441 (based on King County Metro’s fixed route, non-commuter service). All Access trips must start and end within the designated service area, unless governed by an agency agreement.

Site Evaluations

The safety of Access Transportation customers, driver and vehicle as well as pedestrians and the surrounding property will be considered when picking up and dropping off customers.

Under most circumstances, customers will be loaded and unloaded from Access Transportation vehicles at the curb. Drivers will then assist customers authorized for Door-to-Door Assistance. Door-to-Door assistance cannot be provided if it limits the ability of the driver to assist other potential passengers on the vehicle.

Access Transportation vehicles will only enter driveways and alleys when it is determined to be safer than picking up or dropping off at the curb and it is determined that the driveway or alley can safely accommodate Access vehicles and that customers can be safely loaded and unloaded. Access cannot assign particular vehicles to specific riders or locations, therefore the location must be


accessible for all Access vehicles. Factors, including but not limited to the following, may be considered in determining an unsafe driveway or alley:

Grade:

Driveways and alleys with greater than 8 percent grade which limits Access vehicles access or the loading and unloading of passengers.

Wheelchair ramps and inclines where the combination of the weight and the steepness of the incline create more than 55 pounds of force as determined by Washington State Labor and Industries.

Length: Driveways and alleys which would require an Access vehicle to back up more than the length of the vehicle.

Height Clearance: Low hanging limbs and any other protrusion reducing the clearance less than 10 feet.

Width Clearance: Encroaching foliage and adjacent buildings, fencing or utility poles and lines reducing the width to less than 10 feet.

Visibility: Structures, foliage, parked vehicles or geography such as a steep hill or sharp curve which obscures a driver’s ability to see oncoming traffic to reenter the roadway.

Exit onto arterial: Driveways that require driver to back out onto arterial with speed limits over 30 mph or where traffic typically exceeds posted speed limit.

Smoking on Vehicles

Smoking is not permitted on Access Transportation vehicles by any person, including drivers and passengers.

Drivers may smoke on their breaks but they must be clear of the vehicle so that no smoke enters the interior.

Subscription Service

Subscription service is available only to riders who make the same trip for which they are regularly eligible, to or from the same destination, on the same day and at the same time each week. Subscription trips are scheduled based on availability, not how long the customer has been waiting for a subscription ride.

Except for life sustaining medical, all subscription service will be canceled on holiday service days (with the exception of November 11) and during adverse conditions. Riders will be responsible for requesting demand service, in advance for these trips. The call center will provide reminders using bulletins via the IVR or the ACD systems. Except for life sustaining medical, the holiday service area footprint will apply to all rides.

Customers shall cancel a trip as soon as they are aware that they will not need their subscription trip for a single trip or for an extended period of time. If a rider cancels 50% or more of their trips in a 30 day period, subscription service may be removed. Riders may then request the same trips as demand service. See


Cancellation Policy, Subscription Service. Subscription trips may be put on hold for up to 30 days. If the rider does not resume the subscription trip within the 30 days, it will be removed and must be rescheduled through the subscription trip process.

Access Transportation reserves the right to assign, deny or cancel a subscription service at any time.

Suspension for Misconduct Review

A person who receives a Suspension for Misconduct may request a review of the suspension.

A Suspension Review request must be received by the King County Transit General Manager within ten (10) calendar days after the effective date of the suspension. Upon receiving a timely request, the decision to suspend will be reviewed.

The suspended person may orally present their reasons why the suspension should not be served, by phone or in person at a time and location mutually agreed upon with Metro.

Within ten (10) calendar days after the suspended person presents their reasons, a decision shall made that affirms, modifies or terminates the suspension. This decision shall be final.

Suspension for Misconduct

A person’s use of Access Transportation may be suspended if that person violates the King County Transit Code of Conduct or any federal, state or local law. Typically, a suspension for misconduct will follow a prior Expulsion or pattern of Expulsions or pattern of inappropriate behavior.

The period of suspension will be appropriate and commensurate with any violation recently or previously committed by the person. A first suspension will not be for longer than 30 calendar days unless there are extenuating circumstances. A person committing additional violations may be suspended for additional and longer periods, including an indefinite period. A suspension for an indefinite period will be reviewed at twelve-month intervals when requested by the suspended person.

A written suspension notice is required. Failure to immediately comply with a suspension order will be grounds for prosecution for criminal trespass.

A person whose privileges have been suspended may submit a written request for a Suspension for Misconduct Review.

In accordance with the Americans with Disabilities Act Part 37.5, a person with a disability shall not be refused service because the individual’s disability results in


appearance or involuntary behavior that may offend, annoy, or inconvenience drivers or other employees or other persons using Access Transportation.

Suspension for Rider No-Show

Customers who establish a pattern or practice of Rider No-Show trips may be suspended from Access Transportation service. The suspension period will be no less than one week and up to 6 months depending on the number of times within a one year period, beginning with the date of the first suspension, that a customer has been suspended for Rider No-Shows.

Tipping

Drivers may not accept tips from customers. Customers are asked not to offer drivers tips or any items of value.

Customers are encouraged to call or write in commendations for drivers or other Access Transportation staff who have provided good service.

Transit Specific Traffic Privileges

Access Transportation vehicles shall not use traffic privileges that specifically exclude all vehicles but transit. These traffic privileges are stated on traffic signs; for example, “Left turn 4 to 6 PM except transit” or “Curb lane for transit only.” (Also see HOV Lanes and Ramps.)

Visitor

Visitors, age 5 and older, who have a disability and can certify that they are unable to use fixed route transit service can request Access Transportation for up to 21 service days in a 365 day period. This does not include people certified as ADA Paratransit eligible in Island, Jefferson, Kitsap, Pierce, Skagit, Snohomish or Thurston counties as their ADA Paratransit certifications are honored by Access Transportation to facilitate Regional Coordination.

Visitors who have a valid ADA Paratransit Card or other documentation of ADA certification issued outside King County may call directly to an Access Transportation callcenter to request a trip.

Visitors without valid ADA Paratransit documentation must:

Provide proof of residency outside King County and the regional counties honored by Access Transportation by providing a valid state I.D. card or a photocopy.


Demonstrate they have a disability: A letter signed by a physician stating the type of the person’s disability will be required unless the person uses a wheelchair or walker, or is legally blind and uses a white cane or service animal.

Sign a statement certifying they are unable to use fixed route transit

Other methods to prove residency or evidence of a disability may be accepted at the discretion of Metro’s Accessible Services staff.

Visitors without valid ADA Paratransit documentation are encouraged to apply by mail several weeks prior to their visit or come into the Accessible Services office during regular business hours upon arriving in Seattle.

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