LIFTS
RIDERS MANUAL
LINN COUNTY PARATRANSIT SYSTEM
Phone Numbers
892-5170: to schedule a ride for the next day or
Ext 2 up to seven days in advance
892-5170: to cancel a ride
Ext 2
892-5170: after hours/office closed, leave a
message or comment
EMERGENCY INFORMATION:
www.linncounty.org/lifts
published 3-10
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PHONE NUMBERS
Ride Request Line ------------------892-5170 ext. 2
24 Hour Cancellation ---------------892-5170 ext. 2
Ride Information 7:00 – 5:00------892-5170 ext. 2
For TDD(hearing impaired)--------1-800-735-2942 (Iowa Relay)
LIFTS Management-----------------892-5170 ext 1
LIFTS E-mail-------------------------lifts@linncounty.org
LIFTS FAX --------------------------892-5179
Linn County Board of Supervisors-892-5000
LIFTS Advisory Council ------------892-5000
(the Advisory Council phone calls are handled
by the Board of Supervisors)
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WELCOME
Welcome to Linn County LIFTS, a collaborated program funded by Linn County, The City of Cedar Rapids, and East Central Iowa Council of Governments (ECICOG).
LIFTS is a quality transportation system which is a shared ride service for:
: Riders in Cedar Rapids, Hiawatha, and Marion who
are certified by Cedar Rapids Transit as being unable
to use the fixed route bus service.
: The general public of Linn County for those over the
age of seven unless accompanied by an adult.
The LIFTS program in Linn County and Cedar Rapids exceeds the minimum transportation requirements of the Americans with Disabilities Act. LIFTS is a door-to-door shared service. LIFTS seeks to be responsive to the individual transportation needs of eligible riders.
The LIFTS staff is one of our greatest assets. We have a core of committed, dedicated drivers who are ready to serve you. Please feel free to communicate what assistance you would or would not like.
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CONTENTS
Service Schedule……..…………...page 4
Cost of a Ride……………………....page 4
How to Request a Ride…………...page 5
How to Cancel a Ride……………..page 8
Stranded Rider……………...........page 9
Bad Weather………………..........page 10
Carry-on Packages………….......page 10
Food and Drink Policy……….…..page 11
Missed Ride Policy………....pages 11 -13
Appeal Process…………......pages 15-18
Safety Policies…………..…..pages 19-26
Phone Numbers…………….…....page 26
HOW TO IMPROVE OUR SERVICE
The Linn County LIFTS Advisory Council and Linn County LIFTS wants to know how we can better serve you. You can help us improve the service by voicing your concerns or suggestions. Please contact LIFTS through the following methods:
1. Call LIFTS at 892-5170
2. Call LIFTS ADVISORY COUNCIL at 892-5000 to
request a member of the ADVISORY COUNCIL
contact you. View our member list on the website.
www.linncounty.org -(Go to department- Go to
LIFTS)
3. Fill out our comment/concern form online at
www.linncounty.org - (Go to Department- Go to
LIFTS)
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SERVICE SCHEDULE
In the metro area (Cedar Rapids, Hiawatha, and Marion) service is provided:
Monday – Friday 6:00 am to 6:40 pm
Saturday 8:00 am to 5:00 pm
Holidays - Closed for New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas. Times may vary for the observed holiday dates, if they differ from the actual holiday. Please consult our website for the annual schedule.
COST OF LIFTS RIDES
WITHIN THE METRO AREA:
The basic cost of a one-way ride is $2.50. Riders must pay when boarding the vehicle. The correct fare must be paid in cash, tokens, or return ride cards. Drivers are NOT able to provide change. Riders who do not have the proper fare will not be transported.
If you need a personal care attendant(s), (a person or persons necessary for your health care), authorization must be approved by Cedar Rapids Transit. This will be asked on the eligibility application for LIFTS. This will allow the attendant(s) to ride for free – please notify the scheduler at the time the ride is requested. One(1) companion is eligible to ride with you for the regular fare. 5
Extra companions (person(s) traveling with you simply for convenience) are permitted AS AVAILABILITY ALLOWS. Each companion will pay the $2.50 per one-way trip.
OUTSIDE THE METRO AREA:
The cost of a ride outside the metro area is $2.50 one way for senior citizens and disabled. The cost for general public is $5.00 one way.
The scheduler needs to know if a Service Animal will accompany you when scheduling the trip.
HOW TO REQUEST A RIDE
Call 892-5170 Extension 2
The phone is staffed Monday through Friday from 7:00 am to 4:30 pm, except on the days holidays are observed.
Any calls made after hours may be left on voice mail, and the call will be returned. Until the call is returned, the request will not be scheduled. We must make certain the information is correct before we will make the reservation.
Individuals should schedule rides at least one day prior to or up to seven(7) days in advance of the day they need a ride. LIFTS will provide same-day service if space is available. In order to serve you and others better, you are asked to give the scheduler the following information:
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- rider’s name
- pick up address (must be a specific address)
- drop off address (must be a specific address)
- date of trip
- desired time to be picked up or dropped off (please leave plenty of time for the appointment)
- whether there will be an attendant or companion accompanying the rider
- whether a mobility device will be used
- whether a Service Animal will be used
In addition, the rider should have pen/pencil and paper handy to write down the scheduler’s name, date(s) of trip(s) and trip times. It would be helpful for the rider to confirm this information.
LIFTS may not be able to provide you with a ride for the exact time requested, due to the number of trips requested. LIFTS will always attempt to schedule rides as efficiently and effectively as possible. LIFTS will make every effort to accommodate you. However, if a ride is available within one hour on either side of your requested time, and you choose not to accept that ride, this will be considered a refused ride. It is not a denied ride. Negotiating times within that one-hour on either side of the request allows LIFTS to provide rides to more individuals who need transportation. The heaviest demand is from 7:30 to 9:30 a.m. and from 2:00 to 4:45 p.m. If you are able to schedule your appointments other than these times, we will be more likely to meet your requested time.
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When scheduling a ride, you should be aware of the fact that the ride is shared with others. It may take more than 2 times longer than the length of a comparable fixed-route trip, which would include:
1. Walk time to a bus stop from the point of origin
2. Wait time at the bus stop
3. Time on board the bus
4. If applicable, transfer wait time and transfer ride time
5. Walk time to the final destination
Upon request, if the rider may be late for an appointment LIFTS will call their destination.
The scheduler will give you a 30 minute pick-up window. This means you need to be ready to be picked 15 minutes before your scheduled pick up time until 15 minutes after the scheduled pick up time. The driver cannot wait if they are to serve others and stay on schedule. Every minute a driver waits delays the service for everyone else. Please be ready during the scheduled window.
If you have trips that occur on multiple days of the week, at the same time, to and/or from the same destination, you may wish to request a subscription ride. This allows the rider the convenience of having the trip automatically scheduled without having to call LIFTS for every ride. The number of subscription rides may be limited. If LIFTS is able to provide the subscription trip, it will be offered.
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Riders whose pick-up or drop-off locations change will need to request a new subscription ride agreement because the trip details have changed. As with any new subscription requested, it will be accommodated if possible to do so. Persons may wish to check on the availability of a different subscription ride(s) before changing schedules.
HOW TO CANCEL A RIDE
Call 892-5170 Extension 2
It is important to cancel your ride early. By doing this, you make it possible for another rider to get a ride.
The phone is staffed with an employee Monday through Friday from 7:00 a.m. to 4:30 p.m. There is a voice mail system in place at all times to assist you in directing your call.
You may call anytime day or night to cancel a ride. You must cancel at least one hour prior to the ride to avoid a missed ride (see page 8 for the missed ride policy).
If you are calling after hours for a cancellation, please leave the name of the rider, telephone number, date(s) and time(s) of trips you want cancelled. It is also helpful to include the pick up and drop off addresses of all the trips you wish to cancel.
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The drivers do not have access to make scheduling changes. Please do not ask them to make any changes for you. All schedule changes must be done through direct communication with the LIFTS scheduler. Please call for any changes - 892-5170.
STRANDED RIDERS
If you have a ride scheduled with LIFTS and your driver does not arrive by the end of the pick up window, you may call 892-5170 to check and see when your driver may be expected to arrive. This is a shared ride service. Other riders or circumstances outside the driver’s control can sometimes delay the driver.
POLICIES
The Linn County Board of Supervisors has, upon recommendation of the LIFTS ADVISORY COUNCIL, adopted a set of policies. Riders will be kept informed of all changes in operation or policy. We ask you as a rider to let us know of any changes you may need. Policies are mentioned briefly throughout this guide. We must abide by all safety standards and codes. All ramps, doorways, walkways, etc. must meet all guidelines for LIFTS to provide door-to-door service. The responsibility to meet safety regulations is up to the landowner. The landowner is to stay in accordance with all ordinances and codes.
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BAD WEATHER POLICY
Emergency information and schedule changes will be updated on the website, www.linncounty.org/lifts. Services are provided, weather permitting. Sometimes service is canceled due to weather conditions. The cancellation will be announced on the following local radio and television stations. We follow Cedar Rapids Transit for hours, delays, and cancellations due to weather.
TELEVISION – KCRG channel 9
RADIO - WMT 600 am 96.5 FM
The general policy is that if the city fixed-route system stops running for a specific period of time, then LIFTS will also stop operating those same hours. Also affecting LIFTS service: if the access to the residence or facility (this includes driveway, sidewalk, and/or walkway, etc.) is ice or snow covered and unsafe to drive or walk on, LIFTS service will not be able to complete the service due to safety concerns. Approval of these circumstances will go through the LIFTS office.
CARRY-ON PACKAGE POLICY
This policy is meant to reasonably limit the time and weight of carry-on items. This helps prevent injury or unreasonable delay and provides a safe environment for all LIFTS passengers.
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Any item that is too large to see around and/or too awkward for one person to carry through the vehicle doorway will not be transported. LIFTS will transport only what the driver and the rider (along with their attendant or companion) can carry on one trip. The driver will NOT carry any item weighing more than twenty-five pounds. Items transported on LIFTS vehicles will be the sole responsibility of the rider.
Riders will have to take the responsibility of having the packages that are not allowed on a LIFTS vehicle delivered to their destination by other means. For packages that are acceptable, the driver will take the packages to the front door entrance and set them directly inside the door.
FOOD AND DRINK POLICY
Due to safety concerns and the time involved to clean up a spill, Linn County LIFTS does not allow food or drink in the vehicles.
MISSED RIDES POLICY
The purpose of this policy is to define the timeframe for canceling a trip, define a no show, specify the penalty for repeat no-shows and establish an appeals process. This policy applies to the paratransit service operated by Linn County LIFTS.
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The Americans with Disabilities Act (ADA) of 1990 requires a provider of fixed route transportation to the general public to also provide complementary paratransit service to a person whose disabilities preclude him/her from using the fixed-route service. Cedar Rapids Transit has contracted with Linn County LIFTS to provide the mandated complementary service. In addition, Linn County also provides limited rural paratransit service for elderly and disabled. The rural service is not required by the federal mandate. This is because there is no fixed-route transportation service provided in the rural areas of Linn County. ADA regulations allow paratransit service to be suspended for a customer who establishes a “pattern or practice” of missing scheduled trips.
Riders who have a pattern of missed trips adversely , impact everyone. If these scheduled rides were canceled in a timely manner, they could be utilized by other riders. To protect the interests of all riders, a policy was developed. This policy penalizes riders who consistently abuse the system by not using the rides they have scheduled.
ADVANCE CANCELLATION REQUIREMENT
A rider must, at a minimum, cancel a scheduled trip one hour prior to the scheduled trip time. This requirement applies to all LIFTS services, including subscription and rural trips.
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When a rider calls to cancel a scheduled trip the following information must be provided: rider’s name, date and times of the scheduled trip, pick up and drop off addresses.
Trips may be canceled by dialing 892-5170 (dispatch Ext. 2.). If the call is made after 4:30 pm, voice mail is available at all times. For TDD service, please call RELAY IOWA 1-800-735-2942.
DEFINITION OF A NO SHOW
A NO SHOW is defined as:
A rider missing a scheduled trip without canceling at least one hour prior to the scheduled trip is a NO SHOW. Sometimes, the rider is able to provide information that the NO SHOW is due to circumstances beyond their control. In this case the rider will be considered an excused ride and not a NO SHOW.14
If a care provider or an agency representative is required to receive the customer at the point of destination, but the representative or provider is not present, this is a NO SHOW. Sometimes, the care provider or representative is able to provide information that the NO SHOW is due to circumstances beyond their control. In this case, the rider will be considered and excused ride and not a NO SHOW.
If the rider is not at the pick-up location at the scheduled time, the driver will attempt to make contact at the location. Dispatch may try to call the rider. After
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these attempts have been made the driver will need to
continue on their way. This will avoid other riders from being delayed.
If the LIFTS vehicle arrives before or after the scheduled pick-up window and the rider has left or declines to take the trip, the rider is NOT considered a NO SHOW.
IF A RIDER DESIRES TO MAKE A NO SHOW EXCUSED HE/SHE MAY PAY FOR THE UNEXCUSED MISSED RIDE ON OR BEFORE TAKING THEIR NEXT TRIP.
WARNINGS AND PENALTIES
A rider’s NO SHOWS will be monitored. It is the intention of this policy to prevent NO SHOWS. LIFTS will work with agencies and care providers to assist with their clients to prevent NO SHOWS. This will be done both on an individual basis and through rider education.
A rider may accrue no more than three (3) consecutive NO SHOWS! There is no set time period for this action. If a rider, for any unexcused reason(s) misses three (3) times in a row, it creates a hardship on the rest of the riders. This results in less opportunity for others to ride.
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When a rider has three (3) NO SHOWS, they will be sent a letter. The letter will explain that the next NO SHOW (four (4) consecutive NO SHOWS) will result in suspension of services for a period of 30 days.
If a rider with a subscription trip is suspended twice within 24 months, their subscription trip will be canceled. They will need to call each time for a trip. They may reapply for another subscription trip. That request will go to the bottom of the waiting list.
APPEAL PROCESS
A rider who has been notified that their LIFTS services will be suspended may appeal the decision.
The rider must provide a written request to appeal the decision within one week. This should be mailed to Linn County LIFTS, 625 31st Ave. SW Cedar Rapids, Ia., 52404. If the decision by the Linn County LIFTS administration is unacceptable, you may continue to the Appeal Board.
There are two (2) stages of appeal available to the rider who has had services suspended. Stage one is an appeal of a single NO SHOW. This is for when the reason for the NO SHOW was beyond his/her control. Stage two is reserved solely for suspension of services.
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Reasons which are NOT A VALID EXCUSE
Ordinary absentmindedness
Locating an alternate means of transportation
Deciding not to take the trip without proper cancellation one(1) hour prior to the trip time
STAGE ONE APPEAL
A rider may appeal a single NO SHOW. Riders are encouraged to appeal a NO SHOW at the time it is initially recorded. Please do not wait until a service
suspension is pending. If a rider believes a NO SHOW has been incorrectly recorded, he/she should contact Linn County LIFTS in writing. At that time, the following information should be supplied:
Rider’s name and address
Date of the recorded NO SHOW
Written summary of the circumstances related to the
recorded NO SHOW
If there is a question of verification; LIFTS may request written documentation. With this, the rider will show evidence of the NO SHOW appeal. If written verification is required, LIFTS will inform the rider prior to initiating any penalty.
If the rider is unsure of what type of documentation is required, LIFTS staff will help. LIFTS will clarify this on a case by case basis.
During the stage one (1) appeal, when the rider disputes a NO SHOW, LIFTS administrative staff will
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review the appeal. If the NO SHOW is found to be
beyond the rider’s control, the NO SHOW will be removed from the rider’s record.
The rider and/or care provider will be notified in writing of the stage one appeal decision. This will be within 10 days of receipt of the appeal letter and all required verification.
If the rider is dissatisfied with the decision, it may be appealed to the stage two (2) formal appeals board.
STAGE TWO APPEAL
A rider who has been notified that their LIFTS services will be suspended may appeal the decision.
The rider must provide a written request to appeal the decision within one week. This should be mailed to:
Linn County LIFTS
625 31st Ave. Sw.
Cedar Rapids, Ia.
52404
If the decision by the Linn County LIFTS administration is unacceptable, you may continue to the Appeal Board.
APPEAL BOARD
The Appeal Board will be made up of three members:
1) An elected representative serving on the Advisory Board
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2) An elected representative (determined, if possible, by the rider’s city of residence) serving on the Advisory Board
3) A LIFTS rider or community volunteer. The Appeal Board will meet in a location close to and accessible by the rider. The appeal is to be reviewed within two weeks.
The Appeal Board will hear the appeal. The rider and/or others representing the rider may come before the Appeal Board. They may present written and oral information. All relevant LIFTS records and personnel will be made available to the rider and his/her representative(s). A rider who requires the records in an alternative format may request them. This may happen either in the appeals letter, by telephone or other electronic means. Alternative formats currently available are Braille and audiotape.
After receiving and reviewing all information related to the suspension, the Appeal Board shall be empowered to take action. They will make a decision which is appropriate in the case. The decision of the Appeal Board will be final, subject to further appeal at other governmental levels.
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SAFETY POLICIES
PICK UP AND DROP OFF
Linn County LIFTS drivers provide door-to-door escorted service. In certain circumstances, Linn County LIFTS drivers may have to provide curbside services, versus door-to-door. LIFTS drivers are not
authorized to go beyond the threshold of any door. It is not the responsibility of Linn County LIFTS to provide a safe pathway to and from a LIFTS vehicle and a destination’s door. Unsafe conditions may include but are not limited to unsafe ground surfaces, insufficiently confined pets, inadequate lighting, or other unsafe conditions.
Sometimes, the access, pathway, or threshold is unsafe in the driver’s opinion. If the driver is unable to contact the rider, then the Linn County LIFTS driver shall contact dispatch. Dispatch will attempt to contact the rider or other parties who may be of assistance in correcting this unsafe condition. Linn County LIFTS drivers are not authorized to attempt the pick up or delivery of a rider which would be unsafe for a rider or a driver.
LIFTS is not authorized to refuse to permit a passenger from disembarking at a designated stop unless a lift cannot be deployed or the lift will be damaged if deployed in the process. See Section 37.167 of the Federal Register, Title 22 part IV, Department of Transportation, 49CFR. However, Linn County LIFTS
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drivers are not authorized to attempt delivery of a rider to a doorway which would be unsafe for the rider or driver.
If unsafe conditions in access, the pathway to or the threshold of a rider’s door are noted, they will need to be corrected. At the discretion of the LIFTS director, a rider’s service may be altered to curb-to- curb service versus door-to-door service. Such a decision may be appealed through the appeal process as described in the LIFTS Riders Guide.
NO STAFF AT DROP OFF LOCATION
There are times when riders have made arrangements to have a support person/staff meet them at a drop off location. Linn County LIFTS does not recommend this practice. We are comparable to a public transit system, and do not accept responsibility for riders after being dropped off at their designated location.
But in some cases, the rider requires someone to meet them. That rider cannot be left unattended. We strongly suggest that the rider or care provider
arranging the ride let the scheduler know of this requirement.
This information will be noted, and should the rider be
taken to the drop off location, and no one is there to
meet them, one or more of the following actions may take place:
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1) The rider may have to remain on the vehicle and the
driver will continue with the route schedule until able
to return to the drop-off location,
2)The rider may be returned to the rider’s original pick
up location
3)The rider may be returned to the rider’s residence.
If the rider has a care provider or agency that the ride was scheduled by, the care provider or agency will be contacted. LIFTS will notify them of the inability to deliver that individual at the requested drop off location. In addition, LIFTS will discuss what action is possible or appropriate at that time. The immediate problem must be resolved and we need to prevent this type of incident in the future.
CHILD PROTECTION
Children under the age of seven years must be accompanied by a responsible adult. If the child under the age of seven is the eligible rider, the responsible adult may ride free. If required, children must have a safety seat provided by the rider’s caregiver.
SEATBELTS
Riders using mobility devices are required to use a lap belt when loading or unloading from the vehicle. All riders are required to use a seatbelt when one is available when riding in a LIFTS vehicle, unless they are exempt for medical reasons. The rider must
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understand that Linn County LIFTS is no longer
responsible for their safety in case of an accident when not wearing a seatbelt, if one is available.
STAIRS
Drivers are not allowed to move wheel chairs up or down any type of steps. There must be a suitable ramp/access available.
MOBILITY DEVICES
Wheelchairs and scooters must have working brakes and no leaking batteries. For safety reasons, riders with scooters are advised to transfer to a seat in the vehicle.
The lift platform requirements are 30 inches wide by 48 inches long. The weight limit of the lift is 600
pounds. This weight limit includes BOTH the mobility device and passenger combined. Oversized or overweight mobility devices may not be accommodated on some of the LIFTS lifts.
LIFTS will not be responsible for personal items (i.e. shopping bags, walkers, canes, crutches, oxygen tanks, etc.) left unattended that may fall and injure someone.
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LIFTS drivers are not to drive a motorized wheelchair or scooter. The rider is responsible for the operation of any motorized device, and must be able to control said device in a safe manner on and off the lift, within the bus, and going to and from the place of pickup and drop off.
MEDICATIONS AND OTHER MEDICAL NEEDS:
Riders who require medication or oxygen at regular intervals should be advised that their travel time could be 60 minutes or longer on occasion. LIFTS drivers cannot administer medical assistance or assist in the administration of medication. Large oxygen bottles must be secured to the mobility device to be transported.
RIDER CONDUCT
Remember your conduct affects the safety of others. The purpose of this policy is to ensure the safety and comfort of the riders on Linn County LIFTS. This policy applies to all LIFTS services, including subscription and rural trips.
LIFTS is concerned about the safety and comfort of its riders and drivers. For this reason violent, illegal, or seriously disruptive conduct is not allowed on the vehicle. This includes the behavior of Service Animals, as well as the riders. Section 37.125 and 37.5 of the Federal Register, Title 22, Part IV, Department of
Transportation, 49 CFR allows paratransit service to
be refused or provided conditionally for a customer
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who engages in violent, illegal or seriously disruptive
conduct or behavior. Service may not be refused to an individual with disabilities solely because the individual’s disability results in appearance or involuntary behavior (sounds or actions) that may offend, annoy, or inconvenience the LIFTS driver or other riders.
EDUCATIONAL PROCESS
The primary approach to dealing with riders’ conduct is through education. LIFTS will work with a rider and care provider or agency, if any, involved with the rider. That rider will be educated on appropriate behavior aboard public transportation. All riders will be urged to be considerate of the other passengers and driver.
When a person has been engaged in inappropriate behavior, the driver will inform the LIFTS office at the time the behavior occurs. The behavior will be discussed with the rider and/or care provider. LIFTS staff and a program staff member should attempt to correct the episode immediately.
The LIFTS Director will then evaluate the issue and speak with the rider and care provider or agency, if any. During the discussion(s) action plan will be developed to prevent further episodes of inappropriate behavior. If the behavior is seriously violent and/or harmful to other passengers, immediate suspension may occur.
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If, after the initial educational process has been utilized, a rider continues to display inappropriate behavior a written warning will be sent to the rider and
care provider and agency. This will be sent by the LIFTS Director or LIFTS Supervisor. This warning letter will indicate that another episode of inappropriate behavior will result in a suspension of services. Included with the notice may be possible alternative measures, which might assist in preventing the continued behavior.
If a rider has another episode of inappropriate behavior he/she and the care provider or agency, if any, will be sent a notice of suspended services. The length of the suspension of services will be determined by the LIFTS Director. The Director will work with the rider and care provider or agency, if any, to determine suspension length and time.
If the rider then returns to utilize LIFTS service and continues to display inappropriate behavior, further action will be taken. The rider may again receive suspension of service and/or possibly termination of service. The length of the second suspension will be determined by the LIFTS Director and care provider or agency, if any. This will ensure enough time to allow for the development of a plan. This plan should assist the rider with correcting the inappropriate behavior. Should the behavior continue, the LIFTS Director or staff member will contact the rider and care provider or agency, if any, to discuss termination of service.
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If a rider’s service is terminated, the rider and care provider or agency, if any, may request restoring service. Some assurance of corrective behavior and compliance will be necessary for consideration of resumed service.
SUMMARY
We are very happy to have you as a LIFTS customer. If there is anything we can do to improve our service to you, please do not hesitate to let us know. Thank you!
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