8B Consent 2009 0420 - Laserfiche WebLink

Home

Alameda County Transportation Improvement Authority Special Transportation for Seniors and People with Disabilities How far in advance is a rider required to cancel a trip before a no show is counted? Describe these for each type of trip below. What is your policy concerning riders with repeated no shows or late cancellations? Individual Trips- Subscriptions (Standing Orders): We recognize that emergencies arise, but riders who do not cancel their trip at least 24 hours in advance will be considered a no show. Riders who have three no shows within a three month period may be suspended from service. Prior to suspension riders are verbally counseled and written warnings are issued. Every effort is made to educate and assist our riders and, to date, we have not found it necessary to suspend service to any of our riders. Individual Trips- Same Day Trips: NA Group/Program Trips: NA Response: See Above What is the maximum and average time between receiving an application and enrolling an applicant in the program? Response• Average Enrollment Time - 7 working days Maximum Enrollment Time - 14 working days Is there a waiting list? If so, what are the policies that apply to it? How many people are on it? What is the average wait? Response• None Describe how you will measure customer satisfaction, for example, by participating in a county-wide rider survey, tracking customer comments, or other means? Response• • Surveys • Customer Comment Cards • Complaint Log • Feedback gathered through workshops and other outreach efforts. • We currently have one rider who voluntarily serves as a "secret rider" and keeps staff notified of problems or concerns. C:\Documents and Settings\lm~yers\Local Settings\Temporary Internet Files\Content.0utlook\OES 1NYN2\MB Annual Program Application Cover FY0910.doc Page 9 of 18