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Alameda CTC Paratransit Program Application Application Period July 1, 2011 through June 30, 2012 Page 5 of 12 14. Describe your complaint and commendation process. Describe your process from beginning to end, including instructions you provide to customers for filing complaints or commendations, your documentation procedures, your follow up, and any changes you have made to your program as a result of customer complaints and commendations. (max. 500 characters) iplaints are responded to immediately upon receipt. A complaint log is maintained. Complaints valued by staff because they help us to understand how the service is working and where there problems that we need to address. 15. Describe how you will coordinate services with other Measure B paratransit services and /or mandated ADA paratransit services so that people can make trips throughout Alameda County. Examples of coordination may include, but are not limited to, reciprocal fare agreements, reciprocal agreements to provide trips into adjoining areas, arrangements for clients to ride on other systems, and transfer arrangements. Attach copies of agreements or memoranda of understanding for coordination if available. (max. 500 characters) LEX Shuttle has stops at AC Transit and BART providing access to regional transportation. an Leandro uses the universal paratransit application developed through TAC. ity of San Leandro and City of Hayward piloted the Hayward -San Leandro Shuttle Connection Ilowing passengers to transfer to the neighboring city's paratransit service. This service stopped hen Hayward stopped their shuttle in order to revamp the service. ravel Training is offered at the Community Center. 16. Describe planned outreach to ensure that potential users of the services, including coordinated services, learn about them. (max. 500 characters) The Flex Shuttle Service is advertised on the City's web site and community access channel. Information is included in the Recreation Guide which is distributed to every household three times per year. FLEX Information is available at all City facilities and staff routinely conduct outreach off site by visiting senior living facilities, neighborhood meetings, etc. At the same time we provide nformation about the San Leandro - Hayward Shuttle Connection and EBP. 17. Describe your planning process. List all activities undertaken in connection with this plan, including consumer or public meetings; meetings with other agencies; presentations to boards, commissions, or committees; and provide general dates for these activities. (see questions 17A through 17D that follow; max. 500 characters) Public input for the Annual Paratransit Plan was collected through the Annual Survey and the following meetings: February 2011 - Annual Survey of all registered riders February 17, 2011 - Senior Commission February 22, 2011 - Annual FLEX Workshop - Marina Community Center February 24, 2011 - Annual FLEX Workshop - Main Library March 17, 2011 - Senior Commission