The document summarizes the recommendations from a Metro Mobility Working Group dispute resolution process regarding policies for MetroAccess, the paratransit service. Key points of consensus and no consensus are outlined for various issues like levels of service, eligibility processes, and a taxi voucher program. The document recommends policy options for staff to propose, including maintaining three levels of service and an open return policy. It also recommends proposals for eligibility determination and recertification processes that incorporate functional assessments by a third party. Next steps outlined include community outreach and updates to related plans for board approval.

1. MetroAccess Proposed Policy
Recommendations
August 2010

2. Metro Mobility Working Group
Dispute Resolution
Chad Ballentine, Vice-Chair: Metro Mobility Working Group
Boone J. Blocker, Alternate: Metro Mobility Working Group
Sheila Holbrook-White, Executive Director: Texas Citizen Fund
Inez Evans, Director: MetroAccess
Elaine Timbes, Executive Vice President/Chief Operating Officer

3. Context
August 2008: MMWG created
August 2008 - Present: MMWG meets
July 2010: Board directs dispute resolution RFQ
July 21- 23, 2010: MMWG Dispute Resolution held
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4. Outstanding Issues To Be Resolved
Levels of Service
Open Returns
Paratransit Eligibility and Appeals Processes
Taxi Vouchers
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5. Dispute Resolution Format
Outline current practice or policy
Discuss legal guidance, as available
Initial discussion and questions
Caucus:
– Community Members
– Staff
Re-convene, outline proposed policy with
alternating caucus presentations
Outcomes: Consensus and/or Policy Options
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6. MMWG Dispute Resolution Summary
Issue Community & Staff
Taxi No Consensus
Levels of Service Consensus
Open Returns Consensus
E-1 (Application) Consensus
E-2 (Individual Interview & orientation) No Consensus
E-3 (Two filter eligibility process) Consensus
E-4 (Recertification of current customers) No Consensus
E-5 (Unconditional eligibility recertification) Consensus
E-6 (Conditional eligibility recertification) Consensus
E-7 (Eligibility appeals process) Consensus
E-8 (Appeals process committee) Consensus
E-9 (Appeals process observers) Consensus
E-10 (Safeguards and Final Determinations ) Consensus
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7. Consensus Policies
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8. Levels of Service
MMWG Consensus Achieved
• In order for customers to travel from their origin to their
destination, Capital Metro will provide three service levels,
including curb-to-curb, door-to-door, and door-through-
door as determined during the passenger’s certification
and recertification processes.
• At the time of reservation or at the drop-off, the customer
may request door-to-door or door-through-door services
be provided.
• Current policy regarding exceptions related to safety would
be satisfied.
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9. Service Standard (Level of Service)
Staff Recommendation:
Capital Metro will provide three service levels as
identified through the eligibility process:
Curb-to-curb
Door-to-door
Door-through-door (non-residential locations only)
Staff Recommendation Responds to:
Metro Mobility Working Group (MMWG): Consensus
Community Feedback: Keep door-through-door option
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10. Open Returns
MMWG Consensus Achieved
• To expedite service quality and obtain maximum benefit
and efficiency, Capital Metro will offer open return service
for medical trips, jury duty, and travel return, provided the
passenger designates an estimated time of return.
• Medical trips include treatment destinations for both the
passenger and service animal.
• If a no-show is assessed to the customer as a
consequence of a delay beyond his/her control, Capital
Metro will remove the no-show expeditiously upon
notification.
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11. Open Return Policy
Staff Recommendation:
Trip purposes limited to: medical trips, jury duty and
return from travel
Estimated return time required when scheduling trip
Staff Recommendation Responds to:
MMWG: Consensus
Community Feedback: Maintain Open Return Services for medical trips, jury
duty, and travel return
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12. Policy Options
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13. Eligibility and Appeals Processes:
E-1: Application Consensus
Capital Metro should use an individualized application that is
comprehensive, accessible, objective, functionally-focused
which emphasizes ease of completion with limited open-ended
questions. The application should be forwarded to interested
applicants and processed by Capital Metro.
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14. Eligibility and Appeals Processes:
E-2: Individual Interview & Orientation
Consensus was not achieved
Disagreement: Required vs. As-Needed Option
– Staff Caucus: Required Interview and Orientation
– Community Caucus: As-Needed
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15. Eligibility and Appeals Processes:
E-3: Filter 1 & Filter 2 Consensus
Filter 1: Initial Screening
Filter 2: More Extensive Screening
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16. Eligibility Assessment Filtering Process
Staff Caucus: Required
Community Caucus: As Needed
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17. Eligibility and Appeals Processes:
E-4: Recertification of Current Customers
Consensus was not achieved.
Disagreement: Required vs. Grandfathered Option
– Staff Caucus: Required for current customers
– Community Caucus: Not required for current customers
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18. Eligibility and Appeals Processes:
E-5: Unconditional Eligibility Recertification Consensus
Recertification of those customers with unconditional
service functions as an update of contact information
and/or an opportunity to outline changes in
MetroAccess policy, rather than as a functional re-
evaluation of the customer’s abilities.
Recertification will be required every three years.
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19. Eligibility and Appeals Processes:
E-6: Conditional Eligibility Recertification Consensus
Recertification for those customers with conditional
eligibility will require, at a minimum, a Filter 1- Initial
Screening with the option to move to a Filter 2- More
Extensive Functional Assessment as needed.
Recertification will be required every three years.
Because one’s function may change over time, a client with
conditional eligibility can request re-consideration of his/her
functional abilities at any time during the thirty-six months
between recertification.
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20. Eligibility and Appeals Processes:
E-7: Request to Appeal Eligibility Consensus
A passenger has up to 60 days after the receipt of the
determination letter that denies eligibility to appeal to Capital Metro.
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21. Eligibility and Appeals Processes:
E-8: Appeals Process Committee Consensus
The Appeals Process Committee is comprised
of 3 members, which will include:
1. The Capital Metro employee with primary responsibility for
organizational accessibility resources, recommendations, and support
for persons and programs associated with the disability community.
2. An individual who has some knowledge of transportation for persons
with disabilities and functional assessment. This individual would be
drawn from a Board-appointed pool of qualified individuals, serving on
a rotating basis.
3. An ACCESS Committee member, or an individual designated by the
ACCESS Committee.
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22. Eligibility and Appeals Processes:
E-9: Appeals Process Observers Consensus
One member of the ACCESS Committee may serve as
an observer to the process, with a preference for an
observer whose function is similar to/analogous to the
function of the person who is appealing. This observer
will serve as a liaison to the ACCESS Committee.
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23. Eligibility and Appeals Processes:
E-10: Procedural Safeguards and Final Determinations Consensus
Metro ACCESS employees who participated in the
interview and orientation process may not participate in the
appeal, except to provide information related to the
assessment.
Capital Metro will provide a decision within 30 days in the
accessible format the passenger prefers. This notification
will include the address, website, and toll-free number of
the Federal Transit Administration.
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24. MMWG Dispute Resolution Summary
Issue Community & Staff
Taxi No Consensus
Levels of Service Consensus
Open Returns Consensus
E-1 (Application) Consensus
E-2 (Individual Interview & orientation) No Consensus
E-3 (Two filter eligibility process) Consensus
E-4 (Recertification of current customers) No Consensus
E-5 (Unconditional eligibility recertification) Consensus
E-6 (Conditional eligibility recertification) Consensus
E-7 (Eligibility appeals process) Consensus
E-8 (Appeals process committee) Consensus
E-9 (Appeals process observers) Consensus
E-10 (Safeguards and Final Determinations ) Consensus
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25. Eligibility and Appeals Processes:
Eligibility for Paratransit Service
Staff Recommendation:
Individualized application and medical verification (E1)
Individual interview and orientation by staff (required) (E2)
First level functional assessment by a 3rd party (E3)
Second level comprehensive functional assessment by a 3rd party (E3)
Up to four years of eligibility (E3)
Appeals board with 1 ACCESS advisory committee, a member appointed
by the Board, and the Capital Metro ADA Coordinator (E8)
Staff Recommendation Responds to:
MMWG: Consensus on application, medical verification, 3rd party functional
assessments, 3 year eligibility & appeals board
Community Feedback: Desire for 3rd party assessments and revised application
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26. Eligibility and Appeals Processes:
Recertification for Paratransit Service
Staff Recommendation:
All existing customers must go through the new eligibility process
After initial recertification:
Unconditional eligibility – Customers will only be required to update
personal information.
Conditional eligibility – Customers must go through the eligibility
process.
Customers with conditional eligibility may request an eligibility review at
any time.
Staff Recommendation Responds to:
MMWG: Consensus: Unconditionally eligible customers will not go through the full
eligibility process to recertify, but all conditionally eligible customers will.
Conditional Customers can request re-consideration at any time.
Community Feedback :
Less restrictive process for unconditionally eligible customers to recertify.
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27. Eligibility Process Paratransit Service
Application with
Step #1 professional verification
In-person interview &
Step #2 orientation by staff
Screened In
MetroAccess
First level functional
Step #3
assessment
Screened In
MetroAccess
Comprehensive functional
Step #4
assessment
Screened In
MetroAccess
NOT ELIGIBLE FOR METRO ACCESS APPEALS PROCESS
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28. Taxi Program
Staff Recommendation:
Eliminate Voucher on Request Program due to possible
discriminatory practice and concern over capacity limitations.
Transition subscription vouchers to MetroAccess vehicles as
space becomes available.
Staff Recommendation Responds to:
MMWG: No consensus reached
Community Feedback: Equity concerns for non-ambulatory customers
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29. Community Feedback Issues
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30. Paratransit Service Area
Staff Recommendation:
¾ Mile service area
Work with displaced customers on an individualized 90-day
transition plan with an option to extend transition up to 12
months
Staff Recommendation Responds to:
MMWG: Item not included in settlement agreement
Community Feedback: Flexibility for customers losing service; Work with each
customer to identify transportation options
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31. Call Center Operations
Staff Recommendation:
Call center hours:
7am – 5pm Weekdays
8am – 5pm Weekends
3 day advance reservations
Allow 6 day advance reservations through interactive
voice response (IVR) and internet
Staff Recommendation responds to:
MMWG: Prior Consensus
Community Feedback: Extend hours for customers with full time jobs & provide
incentives for people using IVR or website to schedule trips.
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32. Next Steps
August: Proposed policy change recommendations
September: Community outreach on recommendations
Board Public hearing
Summary report of community outreach
Board adoption of Metro Access policy changes
October: Draft ADA Plan update
Board direct staff to take ADA Plan update to public
November: ADA Plan public hearing
Board adoption of ADA Plan
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33. Action Needed from the Board
Work Session August 17: Provide direction to staff
related to policy recommendations
Board Meeting August 23: Approve policy
recommendations for public outreach
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34. Questions?
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