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Page 13 of 25 <br />Alameda CTC Annual Paratransit Program Plan Application <br />Application Period: July 1, 2025 - June 30, 2026 <br /> <br /> <br />ELIGIBILITY AND ENROLLMENT <br />12. What are your requirements for eligibility? (e.g., age, residency, income, ADA- <br />certification status, or other verification of disability). <br />Eligibility Requirements for all service types except the Same Day Transportation <br />Program (FLEX RIDES On Demand) include older adults 50+ years old or disabled <br />Adults 18 - 49 years old residing within the incorporated city limits of San Leandro. <br />Disabled adults 18 - 49 years old must be East Bay Paratransit certified. <br /> <br />Eligibility requirements for FLEX RIDES On Demand is 70+ years old or disabled Adults <br />18 - 69 years old that are East Bay Paratransit certified and residing within the <br />incorporated city limits of San Leandro. <br /> <br /> <br />13. How do consumers enroll in your program? Include how long the enrollment <br />process takes, and how soon newly enrolled applicants can use the services <br />offered. <br />All participants submit a completed application (in person, via mail, email or <br />online) along with a valid ID, proof of residency and birth date. If the application <br />is submitted online, the customer must provide required documentation by either <br />mail, email, text an image or drop off a copy to the San Leandro Senior <br />Community Center. Once the application has been reviewed, approved, and <br />processed by staff, a card will be created and issued to the individual the same <br />day. If the application is processed via mail or online, then the lead time is <br />normally 3-5 business days. <br />Interim Service is provided for individuals applying for or awaiting East Bay <br />Paratransit certification. <br /> <br /> <br />CUSTOMER SATISFACTION <br />14. Describe your complaint and commendation process. Describe your process <br />from beginning to end, including instructions you provide to customers for filing <br />program suggestions, complaints or commendations, your documentation <br />procedures, and your follow up. <br />Human Services Department Senior Services staff handle complaints on an <br />individual basis, with responses within 24 hours or on the next business day. Riders <br />typically make complaints by calling the Paratransit Program Assistant. Riders can <br />also email FLEX RIDES Program complaints to the Paratransit Program Assistant at <br />humanservices@sanleandro.org <br /> <br />The Paratransit Program Assistant maintains an up-to-date complaint log. Staff <br />obtain complete incident information from the riders directly and contact the <br />service provider immediately if deemed appropriate. The City’s contracts with <br />the transportation providers require a 24-hour response to all complaints. The