November 1, 10:30am

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1 Page 1 of 110 GLADES-HENDRY JOINT LOCAL COORDINATING BOARD FOR THE TRANSPORTATION DISADVANTAGED MEETING AGENDA November 1, 10:30am Glades County Department of Health 1021 Health Park Drive in Moore Haven, FL 1. Call To Order And Introductions Chair Storter-Long 2. Invocation 3. Pledge Of Allegiance 4. Public On Items On The Agenda 5. Public On Items Not On The Agenda ACTION ITEMS 6. Minutes of the September 6, 2017 Public Meeting Chair Storter-Long 7. Minutes of the September 6, 2017 Regular Meeting Chair Storter-Long 8. Review & Approval of the FY16-17 Annual Operating Report (AOR) Alan Mandel, CTC 9. FY17-18 Shirley Conroy Rural Capital Assistance Program Grant Alan Mandel, CTC 10. Committee Member Selections Nichole Gwinnett, Program Coordinator a) CTC Selection Committee b) Grievance Committee 11. Grievance Procedures Update - Nichole Gwinnett, Program Coordinator 12. Election of Vice-Chair - Nichole Gwinnett, Program Coordinator INFORMATION ITEMS 13. Florida Coordinated Transportation Program Issues & Distribution Items Nichole Gwinnett a) 1st Quarterly Report to CTD (July 1, 2017 to September 30, 2017) b) FY17-18 Glades-Hendry LCB Meeting & Events Schedule 14. Community Transportation Coordinator (CTC) Report Alan Mandel, CTC OTHER BUSINESS 15. Member Announcements & Date, Time And Topics For Next Meeting: 16. March 7, 2018 At 10:30 RCMA-Krome Center 551 Cowboy Way in LaBelle 17. Adjournment Page 4 Page 8 Page 14 Page 62 Page 70 Page 72 Page 74 Page 97 Page 99 Page 101 Page 107 Page 109 All meetings of the Local Coordinating Boards are open to the public. In accordance with the Americans with Disabilities Act, persons who require special accommodations under the Americans with Disabilities Act should contact Ms. Nichole Gwinnett at the Southwest Florida Regional Planning Council by calling (239) , Ext. 232 at least seven days prior to the meeting. If you are hearing or speech impaired call (800) Voice / (800) TDD. Or, ngwinnett@swfrpc.org. The SWFRPC s planning process is conducted in accordance with Title VI of the Civil Rights Act of 1964 and related statutes. Any person or beneficiary who believes he/she has been discriminated against because of race, color, religion, sex, age, national origin, disability, or familial status may file a complaint with the Southwest Florida Regional Planning Council, Title VI Coordinator, Nichole Gwinnett at (239) or by writing her at 1400 Colonial Blvd., Suite #1, Fort Myers, FL Public participation is solicited without regard to race, color, national origin, age, sex, religion, disability or family status.

2 Page 2 of 110 TRANSPORTATION ACROYNM LIST Acronym ADA CAC CAT ClewBelle CTC CTD DOPA FCS FDOT FHREDI FHWA FTA FTP HRTPO LCB LeeTran LORI LRTP MPO PR REDI SCAT SIS SWFRPC TAC TD TDSP TDTF TIP UPWP USDOT Definition American with Disabilities Act Citizens Advisory Committee Collier Area Transit Clewiston to Belle Glade Route Community Transportation Coordinator Commission for the Transportation Disadvantaged Designated Official Planning Agency Florida Commuter Services Florida Department of Transportation Florida Heartland Regional Economic Development Initiative Federal Highway Administration Florida Transit Administration Florida Transportation Plan Heartland Regional Transportation Planning Organization Local Coordinating Board Lee County Transit Lake Okeechobee Regional Initiative Long Range Transportation Plan Metropolitan Planning Organization Public Relations Rural Economic Development Initiative Sarasota County Area Transit Strategic Intermodal System Southwest Florida Regional Planning Council Technical Advisory Committee Transportation Disadvantaged Transportation Disadvantaged Service Plan Transportation Disadvantaged Trust Fund Transportation Improvement Program Unified Planning Work Program U.S. Department of Transportation

3 Page 3 of 110 Agenda Item 6 6 Minutes of the September 6, 2017 Public Meeting 6 6

4 Page 4 of 110 MINUTES OF THE GLADES-HENDRY JOINT LOCAL COORDINATING BOARD FOR THE TRANSPORTATION DISADVANTAGED JOINT TRANSPORTATION DISADVANTAGED LOCAL COORDINATING BOARD Staff services provided by Southwest Florida Regional Planning Council -- TD Planning Program 1926 Victoria Avenue, Fort Myers FL 33901; (239) extension 232; fax (239) ngwinnett@swfrpc.org *** TD web page: Minutes of the Public Hearing Wednesday, September 6, 2017 at 10:00 a.m. RCMA-Krome Center 551 W. Cowboy Way LaBelle, Florida Attendees: Nancy Acevedo, ACT Mary Bartoshuk, Interested Citizen Sherry Carver, CFRPC Maria Folgson, Senior Citizen Angela Germany, RCMA Joe Martinez, AHCA Maricela Morado, ACT Debra Stephens, FDOT-District 1 Donna Storter-Long, Glades County BCC Aaron Stitt, DCF Adela Varsas, RCMA Staff: Alan Mandel, Good Wheels, Inc. Nichole Gwinnett, SWFRPC Agenda Item #1 Call to Order and Introductions Glades-Hendry LCB Chair Storter-Long, called the public hearing to order at 10:15 a.m. Agenda Item #2 Public Comment on Transportation for the Disadvantaged Ms. Folgson stated she has been citizen in LaBelle for over 24 years and she is a senior who needs assistance with transportation. She noted that her car is very old and for one reason or another she is unable to drive on certain days. She explained that she is able to walk and sit but isn t able to stand for a long period of time. She said the reason for her attending the public hearing is to ask some questions about obtaining transportation. She said she has completed the application a while ago, but hasn t received a response as to whether or not she is eligible. 1

5 Page 5 of 110 Ms. Folgson explained a lady from Health Connection assisted her in completing the application but when she went to fax the application she was unsuccessful, so the application was placed in the mail. Ms. Folgson said that sometimes when she called Good Wheels to schedule a ride, no one would answer the phone. She later then called the number provided for Spanish speaking individuals and at that time she was able to speak to someone and have some of her questions answered. She explained that she needs transportation to go into Fort Myers for doctor appointments, dentist and also if she needed to do some shopping. Mr. Mandel explained he had already spoken with Ms. Folgson and she already completed and application, she needs to call the number for reservations and request a ride at least 24 hours in advance. He then gave out the reservation number to call ( ). Discussion ensued on how to register for a special needs shelter in Hendry County in wake of Hurricane Irma. Ms. Folgson explained that when she gets very nervous it triggers seizures, so she is very concerned as to where she will be able to go to evacuate from the storm. Mr. Mandel explained he had a meeting with Hendry County prior to the LCB s public hearing and as part of being the CTC for Hendry County; Good Wheels is on call for emergency transportation. He then said in wake of the storm everyone must contact Hendry County Emergency Management at first and then Hendry County Emergency Management will call Good Wheels to provide emergency transportation services. Ms. Folgson asked if she calls for transportation to a shelter will there be someone at the shelter to assist her. Mr. Mandel explained that process will not go into effect until the shelters have been officially opened. Ms. Morado with ACT noted there have been issues with pick up times. She has clients, who are told that their pick-up time is at 9:30 a.m., but the bus arrives at 7:30 a.m. and the client isn t ready. The drivers will either not wait for them to get ready or will sometimes come back for them. Another issue is one client was transported to her destination, but never picked up and this has happened three times. Chair Storter-Long asked how did the client get back to the facility. Ms. Morado explained that the first time she was able to contact Good Wheels and they did go back and picked her up and brought her back to the facility. The second time, when she called Good Wheels she was told they couldn t pick her up because pick-ups end at 5:00 pm. She ended up having to walk many miles in the rain to ACT s facility in Lee County and had to spend the night at that facility because she didn t have any money for a bus pass. She said for the third time she has gotten the details because the client transferred her to a different facility where she was able to be provided bus passes. 2

6 Page 6 of 110 Mr. Mandel asked if the client had a scheduled pick up time for her return trip. Ms. Morado explained Good Wheels told the client that they would pick her up around 5:00 p.m., but they never showed up. Ms. Morado noted that when clients have called Good Wheels after hours the mailbox if full. Ms. Morado noted that in one instance the Good Wheels did arrive to pick up the client; however, was told that they couldn t accompany her and her children because the bus was full. Mr. Mandel explained if she made a reservation for just herself, that wouldn t include her children. The reservation is for only one seat, so a reservation would ve had to be made for the children also. Applications would need to be completed for each child. Ms. Gwinnett asked that when an online application is completed does the customer receive a confirmation that the application had been submitted successfully. Ms. Stephens suggested someone conduct a test and complete and online application to see if they receive a confirmation. She then said to have Mr. Mandel follow-up to ensure that the test application went through the system properly. Mr. Mandel gave the website Both Chair Storter-Long and Ms. Bartoshuk agreed to send a test application. Agenda Item #3 Adjournment The Public Hearing adjourned at 10:40 a.m. 3

7 Page 7 of 110 Agenda Item 7 7 Minutes 7 7

8 Page 8 of 110 MINUTES OF THE GLADES-HENDRY JOINT LOCAL COORDINATING BOARD FOR THE TRANSPORTATION DISADVANTAGED JOINT TRANSPORTATION DISADVANTAGED LOCAL COORDINATING BOARD Staff services provided by Southwest Florida Regional Planning Council -- TD Planning Program 1926 Victoria Avenue, Fort Myers FL 33901; (239) extension 232; fax (239) ngwinnett@swfrpc.org *** TD web page: Minutes of the Regular Meeting Wednesday, September 6, 2017 at 10:30 a.m. RCMA-Krome Center LaBelle, FL Representing Voting Member Agency Alternate Member Agency Commissioner Glades County BCC Commissioner Hendry County BCC Donna Storter- Emma Byrd Long (ABSENT) (PRESENT) The RPC/DOPA shall appoint one elected official to serve as the official Chairperson for all Coordinating Board meetings. A. A local representative of the Florida Department of Transportation (DOT) B. A local representative of the Florida Department of Children and Families (DCF) C. A local representative of the Public Education Community which could include, but not be limited to, a representative of the District School Board, School Board Transportation Office, or Headstart Program in areas where the School District is responsible D. In areas where they exist, a local representative of the Division of Vocational Rehabilitation Services or the Division of Blind Services, representing the Department of Education E. A person recommended by the local Veterans Service Office, representing Veterans of the county F. A person recognized by the Florida Association for Community Action representing the economically disadvantaged G. A person representing the Elderly in the county Debi Stephens (PRESENT) Aaron Stitt (PRESENT) Jim Brickel (ABSENT) Victoria Aguilar (ABSENT) Philip Nall (ABSENT) Fred Richards (ABSENT) Kristina Rodriguez Florida Department of Transportation FL Dept. of Children and Families Glades County School System Goodwill Industries of SWFL, Inc. Hope Connections 1 Commissioner Mitchell Wills (ABSENT) Pamela Barr (ABSENT) Vacant (VACANT) (VACANT) VACANT VACANT Bill Iffland (ABSENT) Florida Department of Transportation Hendry County School System Hope Connections

9 Page 9 of 110 Representing Voting Member Agency Alternate Member Agency (ABSENT) H. A person with a disability representing the disabled in the county I-1. [One of Two] Citizen Advocates in the County I-2. [One of two] Citizen Advocates this one must be a person who uses the transportation service(s) of the system as their primary means of transportation. J. A local representative for children at risk K. In areas where they exist, the Chairperson or designee of the local Mass Transit or Public Transit Systems Board, except in cases where they are also the Community Transportation Coordinator. L. A local representative of the Florida Department of Elder Affairs VACANT Ron Stephens (ABSENT) VACANT Vanessa Fischel (ABSENT) N/A Shelby Yelvington (ABSENT) FL Dept. of Health for Glades and Hendry Counties Florida Dept. of Elder Affairs VACANT VACANT VACANT Sherry Shupp (ABSENT) N/A Rebecca MacKenzie (ABSENT) RCMA Florida Dept. of Elder Affairs M. An experienced representative of the local private for profit transportation industry. In areas where such representative is not available, a local private nonprofit representative will be appointed, except where said representative is also the Community Transportation Coordinator N. A local representative of the Florida Agency for Health Care Administration O. A representative of the Regional Workforce Development Board established in Chapter 445, Florida Statutes. P. A representative of the local medical community, which may include, but not be limited to, kidney dialysis centers, long term care facilities, hospitals, local health department or other VACANT Joe Martinez (PRESENT) Rebecca Meeler (PRESENT) Mary Bartoshuk (PRESENT) Agency for Health Care Administration VACANT Patricia Brooks (ABSENT) Suseth Cunningham (ABSENT) Nancy Acevedo (PRESENT) Agency for Health Care Administration 2

10 Page 10 of 110 Representing Voting Member Agency Alternate Member Agency home and community based services, etc. Guests: Sherry Carver, CFRPC Staff: Alan Mandel, Good Wheels, Inc. Nichole Gwinnett, SWFRPC Agenda Item #1 Call to Order and Introductions Chair Storter-Long called the meeting to order at 10:45 a.m. and then introductions were conducted. Agenda Item #4 Public on Items on the Agenda No public comments were made at this time. Agenda Item #5 Public on Items Not on the Agenda No public comments were made at this time. Agenda Item #6 Minutes of the May 24, 2017 Public Meeting Chair Storter-Long thanked staff for the quality of the meeting minutes. A motion was made by Mr. Stitt to approve the minutes of the May 24, 2017 Public Meeting as presented. The motion was seconded by Ms. Bartoshuk and passed unanimously. Agenda Item #7 Minutes of the May 24, 2017 Regular Meeting Chair Storter-Long thanked staff for the quality of the meeting minutes. Ms. Carver noted that she wasn t listed under guests for the regular meeting. A motion was made by Ms. Bartoshuk to approve the minutes of the May 24, 2017 meeting as amended; the motion was then seconded by Ms. Acevedo and passed unanimously. Agenda Item #8 FY17-18 Glades-Hendry LCB Bylaws Update Ms. Gwinnett presented the item. 3

11 Page 11 of 110 A motion was made by Ms. Stephens to approve the FY17-18 Glades-Hendry Bylaws update as presented; the motion was then seconded by Ms. Bartoshuk and passed unanimously. Agenda Item #9 Review & Approve Membership Update Ms. Gwinnett presented the item. A motion was made by Mr. Martinez to approve the LCB s membership update as presented. The motion was seconded by Ms. Acevedo and passed unanimously. Discussion ensued on filling the membership vacancies. Agenda Item #10 Florida Coordinated Transportation Program Issues & Distribution Issues Ms. Gwinnett presented the following items. Agenda Item #10(a) 4th Quarterly Report to CTD (April 1, 2017 to June 30, 2017) Ms. Gwinnett presented the item. Agenda Item #10(b) FY17-18 Calendar of Meetings & Events Ms. Gwinnett presented the item. She explained the December meeting date needed to be moved up to November in order for the LCB to review the AOR reports. Agenda Item #10(c) Proposed TD Eligibility Requirements for Glades and Hendry Counties Ms. Gwinnett and Mr. Mandel presented the item. He announced that Good Wheels is under contract with Hendry County Emergency Management to provide emergency transportation in preparation of the storm. Mr. Mandel noted that Good Wheels has had staff changes in the reservations department. Agenda Item #11 Community Transportation Coordinator (CTC) News Mr. Mandel gave the report. He explained the IRS penalty issue that Good Wheels is facing in Lee, Glades and Hendry. Ms. Stephens asked if Good Wheels could use the extra TD funds for the penalty. Mr. Mandel replied no, but with the staff changes at Good Wheels the buses have been filled to capacity throughout Glades and Hendry Counties. He said the flyers helped tremendously along with word of mouth. He also noted that there are only three students being transported to I-Tech, which is a little bit of a disappointment. Discussion ensued on the benefits of marketing. Agenda Item #12 Member Announcements and Ms. Gwinnett explained that Good Wheels MOU with the CTD expires June ; as a result, she will need to go through a procurement process to submit an RFP for a CTC. She said she will 4

12 Page 12 of 110 begin the process at the end of the year and also will need volunteers from the LCB to sit on the CTC Selection Committee. The Committee reviews the submitted proposals and then selects and recommends one to the LCB. The LCB then reviews the Committee s selection and if the LCB approves they recommend it go before the SWFRPC for their approval and then onto the CTD for final review and approval. Ms. Stephens announced FDOT will be hosting their grant workshops on October 11 in Bartow and 12 in Fort Myers. Notices will be sent out with locations and times. She also announced that FDOT received FTA approval for the capital portion; operating should hopefully follow ly. Ms. Carver addressed the need for membership on the HRTPO CAC. Applications for membership on the CAC are available on the HRTPO s website. Ms. Gwinnett suggested to Ms. Carver to give a brief overview of the HRTPO. Agenda Item #13 Date, Time and Topics for Next Meeting The next meeting of the Glades-Hendry Joint LCB was scheduled for November 1, 2017 at 10:30 AM located at the Glades County Department of Health in Moore Haven. Agenda Item #12 Adjournment Meeting adjourned at 11:30 a.m. Commissioner Storter-Long, Chair Approval Date The meeting was duly advertised in the August 23, 2017 issue of the FLORIDA ADMINISTRATIVE REGISTER, Volume 43, Number

13 Page 13 of 110 Agenda Item 8 8 FY16-17 Annual Operating Report (AOR) 8 8

14 Page 14 of 110 REVIEW OF ANNUAL OPERATING REPORTS FOR FY16-17 Rule (4), Florida Administrative Code, requires the Community Transportation Coordinator (CTC) to prepare and submit an Annual Operating Report (AOR) for each county to the Local Coordinating Board (LCB) for its review. Once the LCB has approved the AOR, the AOR is then submitted to the Commission for the Transportation Disadvantaged (CTD) by September 15th. However, due to Hurricane Irma an extension was given by the CTD of September 29 th. The AOR serves several purposes. The AOR itemizes information relating to the transportation services delivered by the coordinator, and allows the LCB to develop a thorough understanding of the coordinated transportation disadvantaged program in the service area. The report also provides the CTD with a uniform state-wide data base which is used to monitor the effectiveness and efficiency of the program. The CTD uses the AOR to distribute the TD Trust Fund among the coordinators by the formula. The CTD also compiles the AORs from the coordinators into the Annual Performance Report (APR). Later, the LCBs may use the AOR data in conducting an annual evaluation of the coordinator. The FY Annual Operating Report for the Glades-Hendry Joint Service Area was compiled and submitted to the Commission for the Transportation Disadvantaged by the Community Transportation Coordinator, Good Wheels Inc., by the deadline of September 29, The LCB should review the AORs, make any comments that may be necessary and authorize the Chairperson to sign the certification. As noted in the attachments, as of October 17, 2017 the CTD has Returned some items for both Glades and Hendry Counties for Good Wheels to address; indicating there were some discrepancies found in the data submitted by Good Wheels. The following has been returned for Glades County: Item 1 - Face Sheet Item 3 - Passenger Trip Information Item 6 Revenue Sources Item 7 Expense Sources The following has been returned for Hendry County: Item 1 Face Sheet Item 3 Passenger Trip Information Item 6 Revenue Sources RECOMMENDED ACTION: Once the issues have been addressed, approve the Annual Operating Reports (AOR) for Glades and Hendry Counties and authorize the Chairperson to endorse them with any comments that may be appropriate.

15 Page 15 of 110 AOR GLADES COUNTY

16 Page 16 of 110

17 FLCTD Annual Operations Report Section I: Face Sheet Page 17 of 110 County: Glades Fiscal Year: July 1, June 30, 2017 Status: Submitted to FLCTD FLCTD Status: Returned Report Date: 08/18/2017 Period Covered: July 1, June 30, 2017 Coordinator's Name: Good Wheels, Inc. Address: Bavaria Rd. City: Fort Myers Zip Code: Service Area: Glades Contact Person: Alan M. Mandel Title: CEO/CFO Phone: (239) Fax: (239) amandel@goodwheels.com Network Type: Sole Source Organization Type: Private Non-Profit CTC Certification: I, Alan M. Mandel, as the authorized Community Transportation Coordinator (CTC) Representative, hereby certify, under the penalties of perjury as stated in Chapter , F.S., that the information contained in this report is true, accurate, and in accordance with the accompanying instructions. CTC Representative (signature) LCB Statement: I,, as the local Coordinating Board Chairperson, hereby, certify in accordance with Rule (7) F.S. that the local Coordinating Board has reviewed this report and the Planning Agency has received a copy. LCB Signature

18 FLCTD Annual Operations Report Section II: General Info Page 18 of 110 County: Glades Fiscal Year: July 1, June 30, 2017 Status: Submitted to FLCTD FLCTD Status: Approved Section II: Coordinated System General Information 1. Provider Listing (include the CTC, if the CTC provides transportation services) Number of Private Non-Profits: 3 Number of Private For-Profits: 0 Public Entities: School Board: 0 Municipality: 0 County: 0 Transit Authority: 0 Other: 0 Total: 3 2. How many of the providers listed in 1 are coordination contractors? 2 Validation Alert: Section II: Operators that are Coordination Contractors=2 and Section VII: Coordination Contractors Grand Total=17139

19 FLCTD Annual Operations Report Section III: Passenger Trip Info Page 19 of 110 County: Glades Fiscal Year: July 1, June 30, 2017 Status: Submitted to FLCTD FLCTD Status: Returned Section III: Passenger Trip Information 1a. One-Way Passenger Trips Type of Service Service Area Fixed Route/Fixed Schedule Within Outside Total Daily Trip Tickets Weekly Passes Monthly Passes Deviated Fixed Route Service This represents a % change in the value Deviated Fixed Route Service Within from last year. Possible resolution:correct the value Deviated Fixed Route Service Within or add a comment to explain why this change is reasonable. CTC: Other (requires Other (requires Item reported by Coordinating Contractor Please explain which CC has a deviated fixed route 1:05 PM 10/10/2017 4:39 PM CTC: Other (requires There is no deviated fixed route service in Glades. 10/16/ :09 AM Paratransit Ambulatory This represents a % change in the value Ambulatory Within from last year. Possible resolution:correct the value Ambulatory Within or add a comment to explain why this change is reasonable. CTC: Increased Demand Other (requires 1:06 PM ok 10/10/2017 4:47 PM This represents a % change in the value Ambulatory Outside from last year. Possible resolution:correct the value Ambulatory Outside or add a comment to explain why this change is reasonable. CTC: Other (requires A lack of medical facilities within Hendry Glades counties requires transportation to Lee County and or West Palm Beach County. 10/16/ :10 AM

20 Non-Ambulatory This represents a % change in the value Non-Ambulatory Within from last year. Possible resolution:correct the value Non-Ambulatory Within or add a comment to explain why this change is reasonable. CTC: Other (requires Other (requires Less Wheelchair clients ok 1:06 PM 10/10/2017 4:47 PM Page 20 of 110 This represents a % change in the value Non-Ambulatory Outside from last year. Possible resolution:correct the value Non-Ambulatory Outside or add a comment to explain why this change is reasonable. CTC: Other (requires Other (requires Less Wheelchair clients ok 1:07 PM 10/10/2017 4:48 PM Stretcher Other Services School Board Trips Total Trips b. How many of the total trips were provided by contracted transportation providers (do not include the CTC, if the CTC provides transportation services)? 1c. How many of the total trips were provided by coordination contractors? One-Way Trips by Funding Source Agency for Health Care Administration 2491 Agency for Persons with Disabilities 899 This represents a % change in the value Agency for Persons with Disabilities from last year. Possible resolution: correct entered trips or add a comment to explain why this change is reasonable. CTC: Other (requires Other (requires APD clients change status ok 1:08 PM 10/10/2017 4:49 PM Agency for Workforce Innovation 0 Commission for the Transportation Disadvantaged 1666 This represents a 42.76% change in the value Commission for the Transportation Disadvantaged from last year. CTC: Increased Demand 1:09 PM

21 last year. Possible resolution: correct entered trips or add a comment to explain why this change is reasonable. Other (requires ok 10/10/2017 4:50 PM Page 21 of 110 Department of Children and Families 0 Department of Community Affairs 0 Department of Education 0 Department of Elder Affairs 5720 This represents a % change in the value Department of Elder Affairs from last year. Possible resolution: correct entered trips or add a comment to explain why this change is reasonable. CTC: Increased Demand Other (requires 1:09 PM ok 10/10/2017 4:52 PM Department of Health 0 Department of Juvenile Justice 0 Florida Department of Transportation 0 Local Government 1 This represents a % change in the value Local Government from last year. Possible resolution: correct entered trips or add a comment to explain why this change is reasonable. CTC: Other (requires Other (requires This is a grant from Glades County unrelated to trips. ok 09/08/2017 9:55 AM 10/10/2017 4:52 PM Validation Alert: Section III: Local Government=1 and Section VI: Local Government=20000 Issue Resolved - Value: 1 changed to 1 Local Non-Government 0 Other Federal Programs 0 Total: One-Way Trips by Passenger Type Was this information obtained by sampling? Elderly Low Income: 1725 Disabled: 0 Low Income and Disabled: 0

22 Children Other Other: 5531 Low Income: 816 Disabled: 0 Low Income and Disabled: 0 Other: 0 Low Income: 2658 Disabled: 47 Low Income and Disabled: 0 Other: 0 Page 22 of 110 Total: One-Way Passenger Trips - by Purpose Was this information obtained by sampling? Medical Purpose 3465 This represents a % change in the value Medical Purpose from last year. Possible resolution: correct entered trips or add a comment to explain why this change is reasonable. Issue Resolved - Value: 1733 changed to 3465 Employment Purpose 0 Education/Training/Daycare Purpose 1781 Nutritional Purpose 5531 This represents a % change in the value Nutritional Purpose from last year. Possible resolution: correct entered trips or add a comment to explain why this change is reasonable. CTC: Increased Demand Other (requires 1:12 PM OK 10/10/2017 4:59 PM Life-Sustaining/Other Purpose 0 Total: Unduplicated Passenger Head Count 5a. Paratransit/Deviated Fixed Route/ School Brd 236 5b. Fixed Route 0 Total: Number of Unmet Trip Requests 40 Unmet Trip Requests by Type of Trip Unmet Medical 40 This represents a 25.00% change in the

23 value Unmet Medical from last year. Possible resolution: correct entered trips or add a comment to explain why this change is reasonable. CTC: Increased Demand Other (requires 1:13 PM OK 10/10/2017 4:59 PM Page 23 of 110 Unmet Employment 0 Unmet Education/Training/Daycare 0 Unmet Nutritional 0 Unmet Life-Sustaining/Other 0 Reason Trip was Denied (Optional) Lack of Funding: 0 Lack of Vehicle Availability: 0 Lack of Driver Availability: 0 Other: 0 7.) Number of Passenger No-shows 70 This represents a % change in the value 7.) Number of Passenger No-shows from last year. Issue Resolved - Value: 0 changed to 70 Possible resolution: correct entered trips or add a comment to explain why this change is reasonable. Passenger No-Shows by Funding Source (optional) CTD: 0 AHCA: 0 AWI: 0 DCF: 0 APD: 0 DOE: 0 DOEA: 0 Other: 0 8. Complaints Complaints by Service 0 This represents a % change in the value Complaints by Service from last year. Possible resolution: correct entered trips or add a comment to explain why this change is reasonable. CTC: Other (requires Other (requires No Complaints OK 1:13 PM 10/10/2017 4:59 PM Complaints by Policy 0 Complaints by Vehicle 0

24 This represents a % change in the value Complaints by Vehicle from last year. Possible resolution: correct entered trips or add a comment to explain why this change is reasonable. CTC: Other (requires Other (requires No Complaints in this area ok 1:14 PM 10/10/2017 5:00 PM Page 24 of 110 Complaints by Other 0 Complaint Total: 0 9. Commendations Commendations by CTC 0 Commendations by Transportation Providers 0 Commendations by Coordination Contractors 0 Total Commendations: 0

25 FLCTD Annual Operations Report Section IV: Vehicle Info Page 25 of 110 County: Glades Fiscal Year: July 1, June 30, 2017 Status: Submitted to FLCTD FLCTD Status: Approved Section IV: Vehicle Information 1. Mileage Information This represents a 54.61% change in the value CTC Vehicle Miles from last year. Possible resolution: correct the value CTC Vehicle Miles or add a comment to explain why this change is reasonable. Vehicle Miles Revenue Miles CTC: CTC: Increased Demand Other (requires 7:08 AM ok 10/11/ :10 AM This represents a 54.61% change in the value CTC Revenue Miles from last year. Possible resolution: correct the value CTC Revenue Miles or add a comment to explain why this change is reasonable. CTC: Increased Demand Other (requires 7:08 AM ok 10/11/ :11 AM Transportation Providers: 0 0 Coordination Contractors: This represents a % change in the value Coordination Contractors Vehicle Miles from last year. Possible resolution: correct the value Coordination Contractors Vehicle Miles or add a comment to explain why this change is reasonable. CTC: Item not reported last year Other (requires 7:08 AM ok 10/11/ :11 AM This represents a % change in the value Coordination Contractors Revenue Miles from last year. Possible resolution: correct the value Coordination Contractors Revenue Miles or add a comment to explain why this change is reasonable. CTC: Item not reported last year Other (requires 7:09 AM ok 10/11/ :11 AM School Bus Utilization Agreement: 0 0 Total: Roadcalls 8 This represents a % change in the value 2. Roadcalls from last year. Possible resolution: correct the value 2. Roadcalls or add a comment to explain why this change is reasonable. Issue Resolved - Value: 0 changed to 8 3. Accidents

26 Chargeable Non-Chargeable Page 26 of 110 Total Accidents Person Only: 0 0 This represents a % change in the value Total Accidents Person Only Non-Chargeable from last year. Possible resolution: correct the value Total Accidents Person Only Non-Chargeable or add a comment to explain why this change is reasonable. CTC: Other (requires Other (requires No accidents of this kind this during period ok 7:09 AM 10/11/ :11 AM Total Accidents Vehicle Only: 1 1 This represents a % change in the value Total Accidents Vehicle Only Non-Chargeable from last year. Possible resolution: correct the value Total Accidents Vehicle Only Non-Chargeable or add a comment to explain why this change is reasonable. CTC: Other (requires Other (requires Reflects this period ok 7:10 AM 10/11/ :11 AM Total Accidents Person & Vehicle: 1 1 This represents a % change in the value Total Accidents Person & Vehicle Chargeable from last year. Possible resolution: correct the value Total Accidents Person & Vehicle Chargeable or add a comment to explain why this change is reasonable. CTC: Other (requires Other (requires Reflects this period ok 7:10 AM 10/11/ :12 AM This represents a % change in the value Total Accidents Person & Vehicle Non-Chargeable from last year. Possible resolution: correct the value Total Accidents Person & Vehicle Non-Chargeable or add a comment to explain why this change is reasonable. CTC: Other (requires Other (requires Reflects this period ok 7:10 AM 10/11/ :12 AM Total Accidents: 2 2 Grand Total: 4 4. Total Number of Vehicles 5 This represents a 25.00% change in the value 4. Total Number of Vehicles from last year. Possible resolution: correct the value 4. Total Number of Vehicles or add a comment to explain why this change is reasonable. CTC: Other (requires Other (requires One more vehicle this period ok 7:10 AM 10/11/ :12 AM Count Percentage a. Total vehicles that are wheelchair accessible: % b. Total vehicles that are stretcher equipped: %

27 FLCTD Annual Operations Report Section V: Employee Info Page 27 of 110 County: Glades Fiscal Year: July 1, June 30, 2017 Status: Submitted to FLCTD FLCTD Status: Approved Section V: Employee Information 1. CTC and Transportation Provider Employee Information This represents a % change in the value Full-Time Drivers from last year. Possible resolution:correct the value Full-Time Drivers or add a comment to explain why this change is reasonable. Hours Full-Time Drivers was changed to 3. This represents a % change in the value Full-Time Drivers Hours from last year was changed to Possible resolution:correct the value Full-Time Drivers Hours or add a comment to explain why this change is reasonable. Part-Time Drivers 0 0 Volunteer Drivers 0 0 Total Hours: 8122 Maintenance Employees 1 Dispatchers 1 Schedulers 0 Call Intake/Reserv./Cust. Serv. 1 Other Operations Employees 0 Hours Other Volunteers 0 0 Administrative Support 0 Management Employees 0 Total 6 2. Coordination Contractors Employee Information This represents a % change in the value Part-Time Drivers from last year. Possible resolution:correct the value Part-Time Drivers Full-Time Drivers 0 0 Part-Time Drivers CTC: Other (requires Hours New Coordinating Contractor number 08/25/2017 5:58 AM

28 or add a comment to explain why this change is reasonable. Other (requires ok 10/11/2017 Page 28 of :13 AM This represents a % change in the value Part-Time Drivers Hours from last year. Possible resolution:correct the value Part-Time Drivers Hours or add a comment to explain why this change is reasonable. CTC: Other (requires Other (requires New Coordinating Contractor number ok 08/25/2017 5:58 AM 10/11/ :14 AM Volunteer Drivers 0 0 Total Hours: 495 Maintenance Employees 0 Dispatchers 0 Schedulers 0 Call Intake/Reserv./Cust. Serv. 0 Other Operations Employees 0 Hours Other Volunteers 0 0 Administrative Support 0 Management Employees 0 Total 2 TOTAL HOURS: 8617

29 FLCTD Annual Operations Report Section VI: Revenue Sources Page 29 of 110 County: Glades Fiscal Year: July 1, June 30, 2017 Status: Submitted to FLCTD FLCTD Status: Returned Section VI: Financial Data 1. Detailed Revenue and Trips Provided by Funding Source Revenue Source Agency for Health Care Administration CTC and Transportation Providers Coordination Contractors TOTAL REVENUES Medicaid Non-Emergency $0.00 $0.00 $0.00 This represents a % change in the value Medicaid Non-Emergency CTC and Transportation Providers from last year. Possible resolution:correct the value Medicaid Non-Emergency CTC and Transportation Providers or add a comment to explain why this change is reasonable. CTC: Item overstated last year Other (requires This $ is reported in wrong place. Commission has no contract 7:16 AM 10/11/ :15 AM Medicaid Non-Emergency (under fixed fee service with AHCA) Agency for Persons with Disabilities Comm Care for Dis Adults/Aging & Adult Services $54, $0.00 $54, $0.00 $0.00 $0.00 Developmental Services $13, $0.00 $13, This represents a % change in the value Developmental Services CTC and Transportation Providers from last year. Possible resolution:correct the value Developmental Services CTC and Transportation Providers or add a comment to explain why this change is reasonable. CTC: Other (requires Other (requires Last years not correct ok 8:26 AM 10/11/ :15 AM Other (specify): $0.00 $0.00 $0.00 Agency for Workforce Innovation WAGES/Workforce Board $0.00 $0.00 $0.00 Other (specify): $0.00 $0.00 $0.00 Commission for the Transportation Disadvantaged Non-Sponsored Trip Program $124, $0.00 $124, Non-Sponsored Cap. Equip. $0.00 $0.00 $0.00 Rural Capital Equip. $0.00 $0.00 $0.00 TD Other (specify): $0.00 $0.00 $0.00 Department of Children and Families Alcohol, Drug Abuse & Mental Health Program $0.00 $0.00 $0.00 Family Safety & Preservation $0.00 $0.00 $0.00

30 Other (specify): $0.00 $0.00 $0.00 Department of Community Affairs Community Services $0.00 $0.00 $0.00 Other (specify): $0.00 $0.00 $0.00 Department of Education Carl Perkins Vocational Ed. Act $0.00 $0.00 $0.00 Division of Blind Services $0.00 $0.00 $0.00 Vocational Rehabilitation $0.00 $0.00 $0.00 Day Care Programs $0.00 $0.00 $0.00 Other (specify): $0.00 $0.00 $0.00 Department of Elder Affairs Older Americans Act $13, $4, $17, This represents a % change in the value Older Americans Act CTC and Transportation Providers from last year. Possible resolution:correct the value Older Americans Act CTC and Transportation Providers or add a comment to explain why this change is reasonable. CTC: Item not reported last year Page 30 of 110 8:30 AM Other (requires ok 10/11/ :15 AM This represents a % change in the value Older Americans Act Coordination Contractors from last year. Possible resolution:correct the value Older Americans Act Coordination Contractors or add a comment to explain why this change is reasonable. CTC: Item not reported last year 8:30 AM Other (requires ok 10/11/ :15 AM Community Care for the Elderly $0.00 $0.00 $0.00 Other (specify): $0.00 $0.00 $0.00 Department of Health Children's Medical Services $0.00 $0.00 $0.00 Office of Disability Deter. $0.00 $0.00 $0.00 County Public Health Unit $0.00 $0.00 $0.00 Other (specify): $0.00 $0.00 $0.00 Department of Juvenile Justice (specify): $0.00 $0.00 $0.00 Department of Transportation 49 USC 5307 (Section 9) $0.00 $0.00 $ USC 5310 (Section 16) $0.00 $0.00 $ USC 5311 (Section 18) $0.00 $0.00 $ USC 5311(f) (Section 18i) $0.00 $0.00 $0.00 Block Grant $0.00 $0.00 $0.00 Service Development $0.00 $0.00 $0.00 Commuter Assistance Program $0.00 $0.00 $0.00 Other DOT (Specify): Shirley Conroy Grant This represents a % change in the value Other DOT (Specify) CTC and Transportation Providers from last year. $35, $0.00 $35, CTC: Increased Revenue 8:30 AM

31 Possible resolution:correct the value Other DOT (Specify) CTC and Transportation Providers or add a comment to explain why this change is reasonable. Other (requires Reported in wrong place, Page 31 of /11/2017 should be under CTD 11:17 AM Rural Equipment Local Government School Board Service $0.00 $0.00 $0.00 Complementary ADA Service $0.00 $0.00 $0.00 County Cash $20, $0.00 $20, This represents a % change in the value County Cash CTC and Transportation Providers from last year. Possible resolution:correct the value County Cash CTC and Transportation Providers or add a comment to explain why this change is reasonable. CTC: Other (requires Other (requires Payment for new vehicles. Unrelated to trips. ok 10/02/2017 5:59 AM 10/11/ :18 AM County In-Kind $0.00 $0.00 $0.00 City Cash $0.00 $0.00 $0.00 City In-Kind $0.00 $0.00 $0.00 Other Cash (specify): $0.00 $0.00 $0.00 Other In-Kind (specify): $0.00 $0.00 $0.00 Validation Alert: Section VI: Local Government=20000 and Section III: Local Government=1 Local Non-Government Farebox $2, $0.00 $2, This represents a % change in the value Farebox CTC and Transportation Providers from last year. Possible resolution:correct the value Farebox CTC and Transportation Providers or add a comment to explain why this change is reasonable. CTC: Decreased Demand Other (requires trips increased from (2016) 5,659 to 10,777 in 2017, so decreased demand is not correct 8:34 AM 10/11/ :21 AM Donations, Contributions $4, $1, $6, This represents a % change in the value Donations, Contributions Coordination Contractors from last year. Possible resolution:correct the value Donations, Contributions Coordination Contractors or add a comment to explain why this change is reasonable. CTC: Other (requires Other (requires Coordinating Contractor reported this ok 8:32 AM 10/11/ :21 AM In-Kind Services $0.00 $0.00 $0.00 Other Non-Government $0.00 $0.00 $0.00 Other Federal or State Programs (specify): $0.00 $0.00 $0.00 (specify): $0.00 $0.00 $0.00 (specify): $0.00 $0.00 $0.00

32 GRAND TOTAL: $267, $5, $273, Page 32 of 110

33 FLCTD Annual Operations Report Section VII: Expense Sources Page 33 of 110 County: Glades Fiscal Year: July 1, June 30, 2017 Status: Submitted to FLCTD FLCTD Status: Returned Section VII: Financial Data 2. Expense Sources Expense Item Community Transportation Coordinator Coordination Contractor TOTAL EXPENSES Labor (501): $140, $4, $144, This represents a 26.14% change in the value Labor (501) Community Transportation Coordinator from last year. Possible resolution:correct the value Labor (501) Community Transportation Coordinator or add a comment to explain why this change is reasonable. CTC: Increased Demand Other (requires 08/25/2017 5:59 AM ok 10/11/ :22 AM This represents a % change in the value Labor (501) Coordination Contractor from last year. Possible resolution:correct the value Labor (501) Coordination Contractor or add a comment to explain why this change is reasonable. CTC: Other (requires New coordinating contractors this year 10/02/2017 5:56 AM Other (requires ok 10/11/ :22 AM Fringe Benefits (502): $33, $4, $38, This represents a % change in the value Fringe Benefits (502) Coordination Contractor from last year. Possible resolution:correct the value Fringe Benefits (502) Coordination Contractor or add a comment to explain why this change is reasonable. CTC: Other (requires New Coordinating Contractors this year. 10/02/2017 5:56 AM Other (requires ok 10/11/ :22 AM Services (503): $9, $ $9, This represents a % change in the value Services (503) Coordination Contractor from last year. Possible resolution:correct the value Services (503) Coordination Contractor or add a comment to explain why this change is reasonable. CTC: Other (requires New Coordinating Contractors this year. 10/02/2017 5:56 AM Other (requires ok 10/11/ :23 AM

34 Materials and Supplies Cons. (504): $62, $3, $66, This represents a % change in the value Materials and Supplies Cons. (504) Coordination Contractor from last year. Possible resolution:correct the value Materials and Supplies Cons. (504) Coordination Contractor or add a comment to explain why this change is reasonable. CTC: Other (requires Other (requires New Coordinating Contractors this year. ok Page 34 of /02/2017 5:56 AM 10/11/ :23 AM Utilities (505): $ $0.00 $ This represents a % change in the value Utilities (505) Community Transportation Coordinator from last year. Possible resolution:correct the value Utilities (505) Community Transportation Coordinator or add a comment to explain why this change is reasonable. CTC: Other (requires Other (requires Lesser utility costs this period ok 08/25/2017 6:00 AM 10/11/ :23 AM Casualty and Liability (506): $16, $1, $17, This represents a 53.26% change in the value Casualty and Liability (506) Community Transportation Coordinator from last year. Possible resolution:correct the value Casualty and Liability (506) Community Transportation Coordinator or add a comment to explain why this change is reasonable. CTC: Increased Demand Other (requires 08/25/2017 6:00 AM ok 10/11/ :23 AM This represents a % change in the value Casualty and Liability (506) Coordination Contractor from last year. Possible resolution:correct the value Casualty and Liability (506) Coordination Contractor or add a comment to explain why this change is reasonable. CTC: Other (requires Other (requires New Coordinating Contractors this year. ok 10/02/2017 5:56 AM 10/11/ :23 AM Taxes (507): $0.00 $9.00 $9.00 This represents a % change in the value Taxes (507) Community Transportation Coordinator from last year. Possible resolution:correct the value Taxes (507) Community Transportation Coordinator or add a comment to explain why this change is reasonable. CTC: Other (requires Other (requires covered in other county report ok 08/25/2017 6:01 AM 10/11/ :24 AM This represents a % change in the value Taxes (507) Coordination Contractor from last year. Possible resolution:correct the value Taxes (507) Coordination Contractor or add a comment to explain why this change is reasonable. CTC: Other (requires New Coordinating Contractors this year. 10/02/2017 5:57 AM

35 Other (requires ok Page 35 of /11/ :24 AM Purchased Transportation Services (508) Bus Pass Expenses: $0.00 $0.00 $0.00 School Bus Expenses: $0.00 $0.00 $0.00 Other: $0.00 $0.00 $0.00 Miscellaneous (509): $ $0.00 $ This represents a % change in the value Miscellaneous (509) Community Transportation Coordinator from last year. Possible resolution:correct the value Miscellaneous (509) Community Transportation Coordinator or add a comment to explain why this change is reasonable. CTC: Item overstated last year Other (requires 09/08/2017 9:50 AM ok 10/11/ :26 AM Interest (511): $2, $0.00 $2, This represents a % change in the value Interest (511) Community Transportation Coordinator from last year. Possible resolution:correct the value Interest (511) Community Transportation Coordinator or add a comment to explain why this change is reasonable. CTC: CTC: Other (requires Other (requires Other (requires Interest charges more related to Lee County operations. why then isn't it reported solely in Lee AOR? A small dollar amount change in Glades county is a large percentage. 09/08/2017 9:51 AM 10/11/ :27 AM 10/16/ :15 AM Leases and Rentals (512): $ $0.00 $ This represents a % change in the value Leases and Rentals (512) Community Transportation Coordinator from last year. Possible resolution:correct the value Leases and Rentals (512) Community Transportation Coordinator or add a comment to explain why this change is reasonable. CTC: Increased Cost Other (requires 08/25/2017 6:52 AM ok 10/11/ :26 AM Annual Depreciation (513): $18, $2, $20, This represents a % change in the value Annual Depreciation (513) Community Transportation Coordinator from last year. Possible resolution:correct the value Annual Depreciation (513) Community Transportation Coordinator or add a comment to explain why this change is reasonable. CTC: Other (requires Other (requires Increased number of vehicles. ok 09/08/2017 9:52 AM 10/11/ :27 AM

36 This represents a % change in the value Annual Depreciation (513) Coordination Contractor from last year. Possible resolution:correct the value Annual Depreciation (513) Coordination Contractor or add a comment to explain why this change is reasonable. CTC: Other (requires Other (requires Page 36 of 110 New Coordinating Contractors this year. ok 10/02/2017 5:57 AM 10/11/ :28 AM Contributed Services (530): $0.00 $0.00 $0.00 Allocated Indirect Expenses: $0.00 $0.00 $0.00 GRAND TOTAL: $284, $17, $301, Validation Alert: Section VII: Coordination Contractors Grand Total=17139 and Section II: Operators that are Coordination Contractors=2

37 Page 37 of 110 AOR HENDRY COUNTY

38 Page 38 of 110

39 FLCTD Annual Operations Report Section I: Face Sheet Page 39 of 110 County: Hendry Fiscal Year: July 1, June 30, 2017 Status: Submitted to FLCTD FLCTD Status: Returned Report Date: 08/18/2017 Period Covered: July 1, June 30, 2017 Coordinator's Name: Good Wheels, Inc. Address: Bavaria Rd. City: Fort Myers Zip Code: Service Area: Hendry Contact Person: Alan M. Mandel Title: CEO/CFO Phone: (239) Fax: (239) amandel@goodwheels.org Network Type: Sole Source Organization Type: Private Non-Profit CTC Certification: I, Alan M. Mandel, as the authorized Community Transportation Coordinator (CTC) Representative, hereby certify, under the penalties of perjury as stated in Chapter , F.S., that the information contained in this report is true, accurate, and in accordance with the accompanying instructions. CTC Representative (signature) LCB Statement: I,, as the local Coordinating Board Chairperson, hereby, certify in accordance with Rule (7) F.S. that the local Coordinating Board has reviewed this report and the Planning Agency has received a copy. LCB Signature

40 FLCTD Annual Operations Report Section II: General Info Page 40 of 110 County: Hendry Fiscal Year: July 1, June 30, 2017 Status: Submitted to FLCTD FLCTD Status: Approved Section II: Coordinated System General Information 1. Provider Listing (include the CTC, if the CTC provides transportation services) Number of Private Non-Profits: 3 Number of Private For-Profits: 0 Public Entities: School Board: 0 Municipality: 0 County: 0 Transit Authority: 0 Other: 0 Total: 3 2. How many of the providers listed in 1 are coordination contractors? 2

41 FLCTD Annual Operations Report Section III: Passenger Trip Info Page 41 of 110 County: Hendry Fiscal Year: July 1, June 30, 2017 Status: Submitted to FLCTD FLCTD Status: Returned Section III: Passenger Trip Information 1a. One-Way Passenger Trips Type of Service Service Area Fixed Route/Fixed Schedule Within Outside Total Daily Trip Tickets Weekly Passes Monthly Passes Deviated Fixed Route Service This represents a % change in the value Deviated Fixed Route Service Within from last year. Possible resolution:correct the value Deviated Fixed Route Service Within or add a comment to explain why this change is reasonable. CTC: Increased Demand Other (requires 08/25/2017 6:26 AM ok 10/11/ :53 AM Paratransit Ambulatory This represents a % change in the value Ambulatory Within from last year. Possible resolution:correct the value Ambulatory Within or add a comment to explain why this change is reasonable. CTC: Decreased Demand Other (requires 08/25/2017 6:27 AM ok 10/11/ :45 AM This represents a % change in the value Ambulatory Outside from last year. Possible resolution:correct the value Ambulatory Outside or add a comment to explain why this change is reasonable. CTC: Decreased Demand Other (requires Decreased demand would not explain a 107% increase in trips 08/25/2017 6:28 AM 10/11/ :46 AM

42 Non-Ambulatory This represents a % change in the value Non-Ambulatory Outside from last year. Possible resolution:correct the value Non-Ambulatory Outside or add a comment to explain why this change is reasonable. CTC: Decreased Demand Other (requires Decreased demand would not explain a 382% increase in trips 08/25/2017 6:28 AM 10/11/ :46 AM Page 42 of 110 Stretcher This represents a % change in the value Stretcher Outside from last year. Possible resolution:correct the value Stretcher Outside or add a comment to explain why this change is reasonable. CTC: Other (requires Other (requires None 08/25/2017 6:27 AM ok 10/11/ :47 AM Other Services School Board Trips Total Trips b. How many of the total trips were provided by contracted transportation providers (do not include the CTC, if the CTC provides transportation services)? 1c. How many of the total trips were provided by coordination contractors? One-Way Trips by Funding Source Agency for Health Care Administration 8097 This represents a % change in the value Agency for Health Care Administration from last year. Possible resolution: correct entered trips or add a comment to explain why this change is reasonable. CTC: Increased Demand Other (requires 08/25/2017 6:27 AM ok 10/11/ :47 AM Agency for Persons with Disabilities 3078 This represents a 75.48% change in the value Agency for Persons with Disabilities from last year. CTC: Increased Demand 08/25/2017 6:27 AM

43 Possible resolution: correct entered trips or add a comment to explain why this change is reasonable. Other (requires ok 10/11/ :47 AM Page 43 of 110 Agency for Workforce Innovation 0 Commission for the Transportation Disadvantaged 7764 This represents a 56.09% change in the value Commission for the Transportation Disadvantaged from last year. Possible resolution: correct entered trips or add a comment to explain why this change is reasonable. CTC: Increased Demand Other (requires 08/25/2017 6:28 AM ok 10/11/ :47 AM Department of Children and Families 0 Department of Community Affairs 0 Department of Education 0 Department of Elder Affairs 3603 Department of Health 0 Department of Juvenile Justice 0 Florida Department of Transportation 145 This represents a % change in the value Florida Department of Transportation from last year. Possible resolution: correct entered trips or add a comment to explain why this change is reasonable. CTC: Decreased Demand Other (requires 08/25/2017 6:28 AM ok 10/11/ :48 AM Local Government 1 This represents a % change in the value Local Government from last year. Possible resolution: correct entered trips or add a comment to explain why this change is reasonable. CTC: Other (requires Other (requires Grants from the County unrelated to trips. ok 09/08/2017 9:56 AM 10/11/ :48 AM Validation Alert: Section III: Local Government=1 and Section VI: Local Government=45000 Issue Resolved - Value: 1 changed to 1

44 Local Non-Government 0 Other Federal Programs 0 This represents a % change in the value Other Federal Programs from last year. Possible resolution: correct entered trips or add a comment to explain why this change is reasonable. CTC: Other (requires Other (requires None 08/25/2017 6:28 AM ok 10/11/ :48 AM Page 44 of 110 Total: One-Way Trips by Passenger Type Was this information obtained by sampling? Elderly Low Income: 8772 Disabled: 705 Low Income and Disabled: 2881 Other: 3840 Children Low Income: 114 Disabled: 54 Low Income and Disabled: 138 Other: 8 Other Low Income: 506 Disabled: 2006 Low Income and Disabled: 3554 Other: 110 Total: One-Way Passenger Trips - by Purpose Was this information obtained by sampling? Medical Purpose 8097 This represents a % change in the value Medical Purpose from last year. Possible resolution: correct entered trips or add a comment to explain why this change is reasonable. no CTC: Decreased Demand Other (requires 08/25/2017 6:29 AM ok 10/11/ :53 AM Employment Purpose 1170 This represents a % change in

45 the value Employment Purpose from last year. CTC: Increased Demand 08/25/2017 6:29 AM Page 45 of 110 Possible resolution: correct entered trips or add a comment to explain why this change is reasonable. Other (requires ok 10/11/ :53 AM Education/Training/Daycare Purpose 3853 Nutritional Purpose 6374 This represents a 76.52% change in the value Nutritional Purpose from last year. Possible resolution: correct entered trips or add a comment to explain why this change is reasonable. CTC: Increased Demand Other (requires 08/25/2017 6:29 AM ok 10/11/ :53 AM Life-Sustaining/Other Purpose 3194 This represents a % change in the value Life-Sustaining/Other Purpose from last year. Possible resolution: correct entered trips or add a comment to explain why this change is reasonable. CTC: Increased Demand Other (requires 08/25/2017 6:29 AM ok 10/11/ :06 PM Total: Unduplicated Passenger Head Count 5a. Paratransit/Deviated Fixed Route/ School Brd 498 5b. Fixed Route 0 Total: Number of Unmet Trip Requests 93 Unmet Trip Requests by Type of Trip Unmet Medical 93 This represents a % change in the value Unmet Medical from last year. Possible resolution: correct entered trips or add a comment to explain why this change is reasonable. Issue Resolved - Value: 0 changed to 93 Unmet Employment 0 Unmet Education/Training/Daycare 0 Unmet Nutritional 0 Unmet Life-Sustaining/Other 0

46 Reason Trip was Denied (Optional) Lack of Funding: 0 Lack of Vehicle Availability: 0 Lack of Driver Availability: 0 Other: 0 Page 46 of ) Number of Passenger No-shows 901 This represents a % change in the value 7.) Number of Passenger No-shows from last year. Issue Resolved - Value: 0 changed to 901 Possible resolution: correct entered trips or add a comment to explain why this change is reasonable. Passenger No-Shows by Funding Source (optional) CTD: 0 AHCA: 0 AWI: 0 DCF: 0 APD: 0 DOE: 0 DOEA: 0 Other: 0 8. Complaints Complaints by Service 10 This represents a % change in the value Complaints by Service from last year. Possible resolution: correct entered trips or add a comment to explain why this change is reasonable. CTC: Other (requires Other (requires less complaints this is a 233% increase 08/25/2017 6:31 AM 10/11/ :07 PM Complaints by Policy 0 Complaints by Vehicle 0 This represents a % change in the value Complaints by Vehicle from last year. Possible resolution: correct entered trips or add a comment to explain why this change is reasonable. CTC: Other (requires Other No complaints here 08/25/2017 6:32 AM

47 (requires ok 10/11/ :07 PM Page 47 of 110 Complaints by Other 0 Complaint Total: Commendations Commendations by CTC 0 Commendations by Transportation Providers 2 This represents a % change in the value Commendations by Transportation Providers from last year. Possible resolution: correct entered trips or add a comment to explain why this change is reasonable. Issue Resolved - Value: 0 changed to 2 Commendations by Coordination Contractors 0 Total Commendations: 2

48 FLCTD Annual Operations Report Section IV: Vehicle Info Page 48 of 110 County: Hendry Fiscal Year: July 1, June 30, 2017 Status: Submitted to FLCTD FLCTD Status: Approved Section IV: Vehicle Information 1. Mileage Information This represents a 43.27% change in the value CTC Vehicle Miles from last year. Possible resolution: correct the value CTC Vehicle Miles or add a comment to explain why this change is reasonable. Vehicle Miles Revenue Miles CTC: CTC: Increased Demand Other (requires 08/23/2017 1:12 PM ok 10/11/2017 1:38 PM This represents a 43.27% change in the value CTC Revenue Miles from last year. Possible resolution: correct the value CTC Revenue Miles or add a comment to explain why this change is reasonable. CTC: Increased Demand Other (requires 08/23/2017 1:13 PM ok 10/11/2017 1:38 PM Transportation Providers: 0 0 Coordination Contractors: This represents a % change in the value Coordination Contractors Vehicle Miles from last year. Possible resolution: correct the value Coordination Contractors Vehicle Miles or add a comment to explain why this change is reasonable. Issue Resolved - Value: 0 changed to This represents a 20.15% change in the value Coordination Contractors Revenue Miles from last year. Possible resolution: correct the value Coordination Contractors Revenue Miles or add a comment to explain why this change is reasonable. CTC: Other (requires Other (requires This is what Coordinating Contractors gave us ok 08/23/2017 1:21 PM 10/11/2017 1:39 PM School Bus Utilization Agreement: 0 0 Total: Roadcalls 11 This represents a % change in the value 2.

49 Roadcalls from last year. Possible resolution: correct the value 2. Roadcalls or add a comment to explain why this change is reasonable. CTC: Other (requires Other (requires increased need for vehicle repairs ok Page 49 of /23/2017 1:22 PM 10/11/2017 1:39 PM 3. Accidents Chargeable Non-Chargeable Total Accidents Person Only: 0 0 This represents a % change in the value Total Accidents Person Only Non-Chargeable from last year. Possible resolution: correct the value Total Accidents Person Only Non-Chargeable or add a comment to explain why this change is reasonable. CTC: Other (requires No accidents of this nature 08/23/2017 1:22 PM Other (requires ok 10/11/2017 1:40 PM Total Accidents Vehicle Only: 1 3 This represents a % change in the value Total Accidents Vehicle Only Chargeable from last year. Possible resolution: correct the value Total Accidents Vehicle Only Chargeable or add a comment to explain why this change is reasonable. CTC: Other (requires Other (requires Lesser accidents ok 08/23/2017 1:23 PM 10/11/2017 1:40 PM Total Accidents Person & Vehicle: 0 0 Total Accidents: 1 3 Grand Total: 4 4. Total Number of Vehicles 12 This represents a % change in the value 4. Total Number of Vehicles from last year. Possible resolution: correct the value 4. Total Number of Vehicles or add a comment to explain why this change is reasonable. Issue Resolved - Value: 0 changed to 12 Count Percentage a. Total vehicles that are wheelchair accessible: % b. Total vehicles that are stretcher equipped: %

50 FLCTD Annual Operations Report Section V: Employee Info Page 50 of 110 County: Hendry Fiscal Year: July 1, June 30, 2017 Status: Submitted to FLCTD FLCTD Status: Approved Section V: Employee Information 1. CTC and Transportation Provider Employee Information This represents a % change in the value Full-Time Drivers from last year. Possible resolution:correct the value Full-Time Drivers or add a comment to explain why this change is reasonable. Hours Full-Time Drivers was changed to 12. This represents a % change in the value Full-Time Drivers Hours from last year was changed to Possible resolution:correct the value Full-Time Drivers Hours or add a comment to explain why this change is reasonable. Part-Time Drivers 0 0 This represents a % change in the value Part-Time Drivers from last year. Possible resolution:correct the value Part-Time Drivers or add a comment to explain why this change is reasonable. This represents a % change in the value Part-Time Drivers Hours from last year. Possible resolution:correct the value Part-Time Drivers Hours or add a comment to explain why this change is reasonable. CTC: CTC: Other (requires Other (requires No part time drivers ok Other (requires Other (requires no part time drivers ok 6:57 AM 10/11/2017 1:42 PM 6:57 AM 10/11/2017 1:42 PM Volunteer Drivers 0 0 Total Hours: Maintenance Employees 2 This represents a % change in the value Maintenance Employees from last year. Resolved: 0 was changed to 2 Possible resolution:correct the value Maintenance Employees or add a comment to explain why this change is reasonable.

51 Dispatchers 1 This represents a % change in the value Dispatchers from last year. Possible resolution:correct the value Dispatchers or add a comment to explain why this change is reasonable. Resolved: 0 was changed to 1 Page 51 of 110 Schedulers 0 Call Intake/Reserv./Cust. Serv. 1 This represents a % change in the value Call Intake/Reserv./Cust. Serv. from last year. Possible resolution:correct the value Call Intake/Reserv./Cust. Serv. or add a comment to explain why this change is reasonable. Resolved: 0 was changed to 1 Other Operations Employees 0 Other Volunteers 0 0 Administrative Support 1 This represents a % change in the value Administrative Support from last year. Possible resolution:correct the value Administrative Support or add a comment to explain why this change is reasonable. Resolved: 0 was changed to 1 Hours Management Employees 1 This represents a % change in the value Management Employees from last year. Resolved: 0 was changed to 1 Possible resolution:correct the value Management Employees or add a comment to explain why this change is reasonable. Total Coordination Contractors Employee Information This represents a % change in the value Part-Time Drivers from last year. Possible resolution:correct the value Part-Time Drivers or add a comment to explain why this change is reasonable. Full-Time Drivers 0 0 Hours Part-Time Drivers CTC: Decreased Demand Other (requires 6:56 AM ok 10/11/2017 1:42 PM

52 This represents a % change in the value Part-Time Drivers Hours from last year. Possible resolution:correct the value Part-Time Drivers Hours or add a comment to explain why this change is reasonable. CTC: Decreased Demand Other (requires Page 52 of 110 6:56 AM ok 10/11/2017 1:42 PM Volunteer Drivers 0 0 Total Hours: 1517 Maintenance Employees 0 Dispatchers 0 Schedulers 0 Call Intake/Reserv./Cust. Serv. 0 Other Operations Employees 0 Hours Other Volunteers 0 0 Administrative Support 0 Management Employees 0 Total 2 TOTAL HOURS: 21962

53 FLCTD Annual Operations Report Section VI: Revenue Sources Page 53 of 110 County: Hendry Fiscal Year: July 1, June 30, 2017 Status: Submitted to FLCTD FLCTD Status: Returned Section VI: Financial Data 1. Detailed Revenue and Trips Provided by Funding Source Revenue Source Agency for Health Care Administration CTC and Transportation Providers Coordination Contractors TOTAL REVENUES Medicaid Non-Emergency $0.00 $0.00 $0.00 This represents a % change in the value Medicaid Non-Emergency CTC and Transportation Providers from last year. Possible resolution:correct the value Medicaid Non-Emergency CTC and Transportation Providers or add a comment to explain why this change is reasonable. CTC: Other (requires This reflects that fact that there is no contract. 10/16/ :16 AM This represents a % change in the value Medicaid Non-Emergency Coordination Contractors from last year. Possible resolution:correct the value Medicaid Non-Emergency Coordination Contractors or add a comment to explain why this change is reasonable. CTC: Decreased Demand CTC: Other (requires Other (requires data reported in wrong category. CTD does not have contract This reflects that fact that there is no contract. 5:56 AM 10/11/2017 1:46 PM 10/16/ :17 AM Medicaid Non-Emergency (under fixed fee service with AHCA) Agency for Persons with Disabilities Comm Care for Dis Adults/Aging & Adult Services This represents a % change in the value Comm Care for Dis Adults/Aging & Adult Services CTC and Transportation Providers from last year. Possible resolution:correct the value Comm Care for Dis Adults/Aging & Adult Services CTC and Transportation Providers or add a comment to explain why this change is reasonable. $175, $0.00 $175, $43, $0.00 $43, CTC: Decreased Demand CTC: Other (requires Other (requires This is a dramatic increase in funding. please explain This was wrongly placed in DCF and now is under the correct agency. 6:01 AM 10/11/2017 1:48 PM 10/16/ :18 AM

54 Developmental Services $0.00 $0.00 $0.00 Other (specify): $0.00 $0.00 $0.00 Agency for Workforce Innovation WAGES/Workforce Board $0.00 $0.00 $0.00 Other (specify): $0.00 $0.00 $0.00 Commission for the Transportation Disadvantaged Non-Sponsored Trip Program $372, $0.00 $372, Non-Sponsored Cap. Equip. $0.00 $0.00 $0.00 Rural Capital Equip. $0.00 $0.00 $0.00 TD Other (specify): $0.00 $0.00 $0.00 Department of Children and Families Alcohol, Drug Abuse & Mental Health Program $0.00 $0.00 $0.00 Family Safety & Preservation $0.00 $0.00 $0.00 Other (specify): $0.00 $0.00 $0.00 Department of Community Affairs Community Services $0.00 $0.00 $0.00 Other (specify): $0.00 $0.00 $0.00 Department of Education Carl Perkins Vocational Ed. Act $0.00 $0.00 $0.00 Division of Blind Services $0.00 $0.00 $0.00 Vocational Rehabilitation $0.00 $0.00 $0.00 Day Care Programs $0.00 $0.00 $0.00 Other (specify): $0.00 $0.00 $0.00 Department of Elder Affairs Older Americans Act $41, $41, $83, This represents a % change in the value Older Americans Act CTC and Transportation Providers from last year. Possible resolution:correct the value Older Americans Act CTC and Transportation Providers or add a comment to explain why this change is reasonable. Resolved: $0.00 was changed to $41, Page 54 of 110 This represents a % change in the value Older Americans Act Coordination Contractors from last year. Possible resolution:correct the value Older Americans Act Coordination Contractors or add a comment to explain why this change is reasonable. CTC: Increased Demand 6:03 AM Other (requires ok 10/11/2017 1:48 PM Community Care for the Elderly $0.00 $0.00 $0.00 Other (specify): $0.00 $0.00 $0.00 This represents a % change in the value Other

55 (specify) CTC and Transportation Providers from last year. Possible resolution:correct the value Other (specify) CTC and Transportation Providers or add a comment to explain why this change is reasonable. This represents a % change in the value Other (specify) Coordination Contractors from last year. Possible resolution:correct the value Other (specify) Coordination Contractors or add a comment to explain why this change is reasonable. CTC: Decreased Demand 6:04 AM Other (requires ok 10/11/2017 1:48 PM CTC: Decreased Demand Page 55 of 110 6:05 AM Other (requires ok 10/11/2017 1:48 PM Department of Health Children's Medical Services $0.00 $0.00 $0.00 Office of Disability Deter. $0.00 $0.00 $0.00 County Public Health Unit $0.00 $0.00 $0.00 Other (specify): $0.00 $0.00 $0.00 Department of Juvenile Justice (specify): $0.00 $0.00 $0.00 Department of Transportation 49 USC 5307 (Section 9) $0.00 $0.00 $ USC 5310 (Section 16) $0.00 $0.00 $ USC 5311 (Section 18) $101, $0.00 $101, This represents a % change in the value 49 USC 5311 (Section 18) CTC and Transportation Providers from last year. Possible resolution:correct the value 49 USC 5311 (Section 18) CTC and Transportation Providers or add a comment to explain why this change is reasonable. CTC: Increased Revenue 6:10 AM Other (requires ok 10/11/2017 1:49 PM This represents a % change in the value 49 USC 5311 (Section 18) Coordination Contractors from last year. Possible resolution:correct the value 49 USC 5311 (Section 18) Coordination Contractors or add a comment to explain why this change is reasonable. CTC: Decreased Revenue 6:10 AM Other (requires ok 10/11/2017 1:49 PM 490USC 5311(f) (Section 18i) $0.00 $0.00 $0.00 Block Grant $0.00 $0.00 $0.00 Service Development $0.00 $0.00 $0.00 Commuter Assistance Program $0.00 $0.00 $0.00 Other DOT (Specify): Shirley Conroy Grant This represents a 87.91% change in the value Other DOT (Specify) CTC and Transportation Providers from last year. $106, $0.00 $106, CTC: Increased Revenue 6:10 AM

56 Possible resolution:correct the value Other DOT (Specify) CTC and Transportation Providers or add a comment to explain why this change is reasonable. CTC: Other (requires Other (requires reported in wrong category Page 56 of 110 Represents what we were awarded in Shirley Conroy Grant and includes a REDI waiver from Hendry County. 10/11/2017 1:49 PM 10/16/ :19 AM Local Government School Board Service $0.00 $0.00 $0.00 Complementary ADA Service $0.00 $0.00 $0.00 County Cash $45, $0.00 $45, This represents a % change in the value County Cash CTC and Transportation Providers from last year. Possible resolution:correct the value County Cash CTC and Transportation Providers or add a comment to explain why this change is reasonable. CTC: Decreased Revenue 6:11 AM Other (requires ok 10/11/2017 1:49 PM County In-Kind $0.00 $0.00 $0.00 City Cash $0.00 $0.00 $0.00 City In-Kind $0.00 $0.00 $0.00 Other Cash (specify): $0.00 $0.00 $0.00 Other In-Kind (specify): $0.00 $0.00 $0.00 Validation Alert: Section VI: Local Government=45000 and Section III: Local Government=1 Local Non-Government Farebox $6, $0.00 $6, This represents a % change in the value Farebox CTC and Transportation Providers from last year. Possible resolution:correct the value Farebox CTC and Transportation Providers or add a comment to explain why this change is reasonable. CTC: Decreased Revenue Other (requires ok but trips increased so this should have too 6:13 AM 10/11/2017 1:50 PM Donations, Contributions $14, $3, $18, This represents a % change in the value Donations, Contributions Coordination Contractors from last year. Possible resolution:correct the value Donations, Contributions Coordination Contractors or add a comment to explain why this change is reasonable. CTC: Increased Revenue 6:13 AM Other (requires ok 10/11/2017 1:53 PM

57 In-Kind Services $0.00 $0.00 $0.00 Other Non-Government $211, $0.00 $211, This represents a % change in the value Other Non-Government CTC and Transportation Providers from last year. Possible resolution:correct the value Other Non-Government CTC and Transportation Providers or add a comment to explain why this change is reasonable. CTC: Increased Revenue Page 57 of 110 6:14 AM Other (requires ok 10/11/2017 1:53 PM Other Federal or State Programs (specify): $0.00 $0.00 $0.00 This represents a % change in the value (specify) CTC and Transportation Providers from last year. Possible resolution:correct the value (specify) CTC and Transportation Providers or add a comment to explain why this change is reasonable. CTC: Program ended 6:14 AM Other (requires ok 10/11/2017 1:53 PM (specify): $0.00 $0.00 $0.00 (specify): $0.00 $0.00 $0.00 GRAND TOTAL: $1,118, $45, $1,163,792.00

58 FLCTD Annual Operations Report Section VII: Expense Sources Page 58 of 110 County: Hendry Fiscal Year: July 1, June 30, 2017 Status: Submitted to FLCTD FLCTD Status: Approved Section VII: Financial Data 2. Expense Sources Expense Item Community Transportation Coordinator Coordination Contractor TOTAL EXPENSES Labor (501): $438, $1, $439, This represents a % change in the value Labor (501) Coordination Contractor from last year. Possible resolution:correct the value Labor (501) Coordination Contractor or add a comment to explain why this change is reasonable. CTC: Increased Demand Other (requires 6:17 AM ok 10/11/2017 1:55 PM Fringe Benefits (502): $102, $ $102, This represents a % change in the value Fringe Benefits (502) Community Transportation Coordinator from last year. Possible resolution:correct the value Fringe Benefits (502) Community Transportation Coordinator or add a comment to explain why this change is reasonable. This represents a % change in the value Fringe Benefits (502) Coordination Contractor from last year. Possible resolution:correct the value Fringe Benefits (502) Coordination Contractor or add a comment to explain why this change is reasonable. CTC: Decreased Cost Other (requires CTC: Decreased Cost Other (requires 6:15 AM ok 10/11/2017 1:55 PM 6:21 AM ok 10/11/2017 1:55 PM Services (503): $31, $29, $60, This represents a % change in the value Services (503) Coordination Contractor from last year. Resolved: $0.00 was changed to $29, Possible resolution:correct the value Services (503) Coordination Contractor or add a comment to explain why this change is reasonable. Materials and Supplies Cons. (504): $99, $9, $108, This represents a % change in the value Materials and Supplies Cons. (504) Community Transportation Coordinator from last year. Possible resolution:correct the value Materials and Supplies Cons. (504) Community Transportation Coordinator or add a comment to explain why this change is reasonable. CTC: Decreased Cost Other (requires 6:21 AM ok 10/11/2017 1:55 PM

59 This represents a % change in the value Materials and Supplies Cons. (504) Coordination Contractor from last year. Possible resolution:correct the value Materials and Supplies Cons. (504) Coordination Contractor or add a comment to explain why this change is reasonable. CTC: Decreased Cost Other (requires Page 59 of 110 6:21 AM ok 10/11/2017 1:56 PM Utilities (505): $1, $0.00 $1, This represents a % change in the value Utilities (505) Community Transportation Coordinator from last year. Possible resolution:correct the value Utilities (505) Community Transportation Coordinator or add a comment to explain why this change is reasonable. CTC: Decreased Cost Other (requires 6:21 AM ok 10/11/2017 1:56 PM This represents a % change in the value Utilities (505) Coordination Contractor from last year. Possible resolution:correct the value Utilities (505) Coordination Contractor or add a comment to explain why this change is reasonable. CTC: Decreased Cost Other (requires 6:22 AM ok 10/11/2017 1:56 PM Casualty and Liability (506): $52, $5, $58, This represents a 22.39% change in the value Casualty and Liability (506) Community Transportation Coordinator from last year. Possible resolution:correct the value Casualty and Liability (506) Community Transportation Coordinator or add a comment to explain why this change is reasonable. CTC: Other Increased (requires number of vehicles. Other (requires ok 09/08/2017 9:47 AM 10/11/2017 1:56 PM This represents a % change in the value Casualty and Liability (506) Coordination Contractor from last year. Possible resolution:correct the value Casualty and Liability (506) Coordination Contractor or add a comment to explain why this change is reasonable. CTC: Decreased Cost Other (requires 6:22 AM ok 10/11/2017 1:56 PM Taxes (507): $0.00 $26.00 $26.00 This represents a % change in the value Taxes (507) Coordination Contractor from last year. Possible resolution:correct the value Taxes (507) Coordination Contractor or add a comment to explain why this change is reasonable. CTC: Decreased Cost Other (requires 6:23 AM ok 10/11/2017 1:57 PM Purchased Transportation Services (508) Bus Pass Expenses: $0.00 $0.00 $0.00 School Bus Expenses: $0.00 $0.00 $0.00 Other: $0.00 $22, $22,398.00

60 This represents a % change in the value Other Coordination Contractor from last year. Resolved: $0.00 was changed to $22, Page 60 of 110 Possible resolution:correct the value Other Coordination Contractor or add a comment to explain why this change is reasonable. Miscellaneous (509): $ $0.00 $ Interest (511): $9, $0.00 $9, This represents a 32.04% change in the value Interest (511) Community Transportation Coordinator from last year. Possible resolution:correct the value Interest (511) Community Transportation Coordinator or add a comment to explain why this change is reasonable. CTC: Increased Cost Other (requires 6:23 AM ok 10/11/2017 2:17 PM Leases and Rentals (512): $2, $0.00 $2, This represents a % change in the value Leases and Rentals (512) Community Transportation Coordinator from last year. Possible resolution:correct the value Leases and Rentals (512) Community Transportation Coordinator or add a comment to explain why this change is reasonable. CTC: Increased Cost Other (requires 6:23 AM ok 10/11/2017 2:17 PM Annual Depreciation (513): $60, $6, $67, This represents a % change in the value Annual Depreciation (513) Coordination Contractor from last year. Possible resolution:correct the value Annual Depreciation (513) Coordination Contractor or add a comment to explain why this change is reasonable. CTC: Decreased Cost Other (requires 6:24 AM ok 10/11/2017 2:17 PM Contributed Services (530): $0.00 $0.00 $0.00 Allocated Indirect Expenses: $0.00 $0.00 $0.00 This represents a % change in the value Allocated Indirect Expenses Coordination Contractor from last year. Possible resolution:correct the value Allocated Indirect Expenses Coordination Contractor or add a comment to explain why this change is reasonable. CTC: Decreased Cost Other (requires 6:24 AM ok 10/11/2017 2:17 PM GRAND TOTAL: $799, $74, $874,375.00

61 Page 61 of 110 Agenda Item 9 9 FY17-18 Shirley Conroy Rural Capital Assistance Program Grant 9 9

62 Page 62 of 110 FY17-18 SHIRLEY CONROY RURAL AREA GRANT APPLICATION Good Wheels, Inc. has submitted the Shirley Conroy Rural Area Capital Equipment Support Grant to purchase five paratransit buses for a total cost of $447, Those vehicles will serve Transportation Disadvantaged people in both Glades and Hendry Counties. The grant application is attached for your review. RECOMMENDED ACTION: Authorize the Chairperson to execute the grant application.

63 Page 63 of 110 SHIRLEY CONROY RURAL AREA CAPITAL ASSISTANCE GRANT APPLICATION APPLICATION FORM 1. DATE SUBMITTED: October 10, LEGAL NAME OF APPLICANT: Good Wheels, Inc 3. FEDERAL IDENTIFICATION NUMBER: REGISTERED ADDRESS: Bavaria Rd CITY AND STATE: Fort Myers ZIP CODE: CONTACT PERSON FOR THIS GRANT:Alan M. Mandel 6. PHONE NUMBER: ADDRESS: amandel@goodwheels.org 8. PROJECT LOCATION [County(ies)]:Hendry and Glades 9. PROPOSED START DATE:December 2017 ENDING DATE: June 30, ESTIMATED PROJECT FUNDING REQUESTED: Transportation Disadvantaged Grant Funds $ Local Match $ 0 TOTAL PROJECT COST $ I hereby certify that this document has been duly authorized by the governing body of the applicant, and the applicant intends to complete the project, and to comply with any attached assurances if the assistance is awarded. Alan M. Mandel TYPED NAME OF AUTHORIZED REPRESENTATIVE AND TITLE SIGNATURE OF AUTHORIZED REPRESENTATIVE October 10,2017 DATE 12. Local Coordinating Board Approval I hereby certify that this grant has been reviewed in its entirety by the County Coordinating Board. COORDINATING BOARD CHAIRPERSON'S SIGNATURE DATE

64 Page 64 of 110 SHIRLEY CONROY RURAL AREA CAPITAL ASSISTANCE GRANT APPLICATION PROPOSED PROJECT FUNDING Project Description and Cost: Capital equipment - Prioritize based on need. If vehicle, specify type of vehicle and fuel type (gas, diesel, alternative) Include a copy of the TRIPS vehicle order form used to determine price or quote received for other capital equipment to document cost. 1. Cutaway diesel $77, Cutaway diesel $77, Cutaway diesel $77, Cutaway diesel $77, Freightliner $139, $ Funding Participation Total Project Cost $447, Transportation Disadvantaged Trust Funds (90%) 447, Local Match (10%) * 0.00 Total Project Cost 447, * If REDI, include 100% of the total project cost on the Transportation Disadvantaged Trust Funds line and REDI on the Local Match line.

65 Page 65 of 110 SHIRLEY CONROY RURAL AREA CAPITAL ASSISTANCE GRANT APPLICATION PROPOSED PROJECT SCOPE Who: What: Where: When: How: Why: Status of 2015/2016 and 2016/2017 Grants:

66 Page 66 of 110 SHIRLEY CONROY RURAL AREA CAPITAL ASSISTANCE GRANT APPLICATION STANDARD ASSURANCES The recipient hereby assures and certifies that: 1. The recipient has the requisite fiscal, managerial, and legal capacity to carry out the Transportation Disadvantaged Program and to receive and disburse State funds. 2. The recipient intends to accomplish all tasks as identified in this grant application. 3. The recipient is aware that the Shirley Conroy Rural Area Capital Assistance Program Grant is a reimbursement grant. Reimbursement of funds will be approved for payment upon receipt of a properly completed invoice with supporting documentation such as the vendor s invoice preferably reflecting a zero balance due or a copy of the cancelled check along with the vendor s invoice. If this project consists of a vehicle purchase, the application for title reflecting the Commission as the first lienholder is also required. 4. The recipient is aware that the approved project must be complete by June 30, 2018, which means the equipment must be received by the recipient by that date or reimbursement will not be approved. 5. Transportation Disadvantaged Trust Funds will not be used to supplant or replace existing federal, state, or local government funds. 6. Capital equipment purchased through this grant shall comply with the recipient s competitive procurement requirements or Chapter 287 and Chapter 427, Florida Statutes. This certification is valid for the agreement period for which the grant application is filed. Signature: Name: Title: Agency: Service Area: Date:

67 Page 67 of 110 SHIRLEY CONROY RURAL AREA CAPITAL ASSISTANCE GRANT APPLICATION CURRENT VEHICLE INVENTORY NAME OF CTC: Model Year Chassis Make and Model Vehicle Identification Number (17 Digits) Maximum Ambulatory/ Wheelchair Passenger Seating Average Vehicle Miles Per Year Current Mileage as of (Date) Anticipated Retirement Year Source of Funding NOTE: Identify the Vehicle(s) that would be replaced with this or other grants by placing * next to the model year.

68 Page 68 of 110 Agenda Item Committee Member Selections 10 10

69 Page 69 of 110 Agenda Item 10a 10a CTC Selection Committee 10a 10a

70 Page 70 of 110 CTC SELECTION COMMITTEE Every five years, the SWFRPC is required to go through a procurement/selection process for a new CTC for Glades-Hendry Counties. The current CTC, Good Wheels, Inc., their MOU with the CTD ends June 30, Planning Staff will be publishing an RFP at the beginning of 2018, at which time the proposals are received the Selection Committee will meet to review the proposals and make their recommendation to the LCB at their March 7, 2018 meeting. At their March 7, 2018 meeting, the LCB will review the Selection Committee s recommendation and make a recommendation of approval; which is then taken before the SWFRPC for their review and approval before it is sent to the CTD. The final CTC recommendation will be presented before the CTD Board at an assigned Business Meeting; at which time Planning Staff will give a presentation explaining the process and recommendation. Planning Staff is requesting volunteers to serve on the CTC Selection Committee.

71 Page 71 of 110 Agenda Item 10b 10b Grievance Committee 10b 10b

72 Page 72 of 110 APPOINTMENT OF GRIEVANCE RESOLUTION COMMITTEE Planning staff is required to set up an ad hoc Grievance Committee. Under Section 8 of the current Grievance Procedures, if the grievance is not resolved through mediation, the grievant may request in writing that their grievance be heard by the ad hoc Grievance Resolution Committee. Under Section 10 of the current Grievance Procedures states if the grievance is not resolved through the meeting of the ad hoc Grievance Resolution Committee, the grievant may request in writing that their grievance be heard by the local coordinating board. This request shall be sent to the Chair of the LCB, through the designated official planning agency, and must be made within 10 working days of their receipt of the ad hoc Grievance Resolution Committee s report. Under Section 11 of the current Grievance Procedures states that should a grievant remain dissatisfied with the LCB or CTC s recommendation; he or she may contact the Commission for the Transportation Disadvantaged (CTD). The following members volunteered for the 2017 Grievance Resolution Committee: Aaron Stitt Mary Bartoshuk Ron Stephens RECOMMENDED ACTION: Planning Agency staff is seeking the appointment of a Grievance Resolution Committee

73 Page 73 of 110 Agenda Item Grievance Procedures Update 11 11

74 Page 74 of 110 GLADES & HENDRY JOINT SERVICE AREA GRIEVANCE PROCEDURES UPDATE In accordance to the Florida Commission for the Transportation Disadvantaged (CTD) contract, one of responsibilities is to update the Grievance Procedures annually. Procedures shall include a step within the local complaint and/or grievance procedure that advises a dis-satisfied person about the Commission s Ombudsman Program. Attached are the current Grievance Procedures which were included in the 2017 TDSP Update. RECOMMENDED ACTION: Review the current Grievance Procedures, make any necessary changes and direct Planning Staff to forward the updated Grievance Procedures to the CTD.

75 Page 75 of 110 GLADES AND HENDRY JOINT COORDINATING BOARD FOR THE TRANSPORTATION DISADVANTAGED Summary of the -- SERVICE COMPLAINT PROCEDURE/PROCESS As contained in the Transportation Disadvantaged Service Plan (TDSP) Existence of Complaint Policy and Procedures: The Glades and Hendry Joint Local Coordinating Board for the Transportation Disadvantaged have adopted procedures for the Community Transportation Coordinator to use to address complaints from agencies, users, potential users, subcontractors, and other interested parties. The policies are to be followed by the Community Transportation Coordinator Good Wheels, Inc. (CTC) and any of its operators. These procedures provide definitions of terms used in the process, identify how complaints are received by the CTC; provide a process and forms for the CTC to record complaints, and how the complaints were resolved; explains how the CTC is to collect monthly and annual data for reporting to the LCB, and explains what to do when a complaint cannot be resolved. The procedures also provide contact names and addresses. Definitions: Service inquiries are requests for information about the service and can occur once or several times in the course of a day's service. An example of a service inquiry is when a customer calls the CTC and says, My bus is a few minutes late, where is it? Service inquiries are reported to the driver or dispatcher or to other individuals involved with the daily operations, and are usually resolved by the CTC immediately or within the course of a reasonable time period suitable to the complainant. Service inquiries do not have to be recorded as a complaint. Service complaints are routine incidents that occur on a daily basis, are reported to the driver or dispatcher, or to other individuals involved with the daily operations, and are resolved within the course of a reasonable time period suitable to the complainant. Service complaints should be recorded as complaints. The CTC is to total these service complaints on a yearly basis for the CTD s Annual Operating Report, (AOR). If unresolved, a routine service complaint can result in a formal grievance. [The Local Coordinating Board has a separate Formal Grievance Procedure, contained in the TDSP. Please review it for additional information.] Local service complaints are driven by the inability of the community transportation coordinator or transportation operators to meet local service standards established by the community transportation coordinator and local coordinating board. 1 Glades-Hendry Joint Service Area 2018 Formal Grievance Procedures

76 Page 76 of 110 ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ GLADES AND HENDRY JOINT COORDINATING BOARD FOR THE TRANSPORTATION DISADVANTAGED Summary of the FORMAL GRIEVANCE PROCEDURES- As contained in the Transportation Disadvantaged Service Plan (TDSP) Introduction The Joint Local Coordinating Board for the Transportation Disadvantaged has established rules and procedures to address grievances from agencies, users, potential users, subcontractors, and other interested parties relating to the coordination of non-emergency transportation services. A Formal Grievance is a concern regarding the operation or administration of coordinated Transportation Disadvantaged services by transportation operators, the Community Transportation Coordinator, the Designated Official Planning Agency, or the Local Coordinating Board. A formal grievance may also be a service complaint that has been left unresolved for more than 45 days. The Local Coordinating Board shall appoint a Grievance Committee to serve as a mediator to process and investigate complaints, from agencies, users, potential users of the system and the Community Transportation Coordinator in the designated service area, and make recommendations to the Coordinating Board for improvement of service. The Coordinating Board shall establish procedures to provide... opportunities for issues to be brought before such committee and to address them in a timely manner... The LCB does not have adjudicative or determinative powers. The Formal Grievance Procedures as contained in the LCB s TDSP contains the following sections: Section 1: Creation Section 2: Definitions Section 3: Objectives Section 4: Membership Section 5: Terms of Members Section 6: Grievance Procedures Section 7: Filing the formal grievance Section 8: If Mediation is not successful: Section 9: A meeting of the ad hoc grievance resolution committee is held Section 10: If the grievance is not resolved through the meeting of the ad hoc grievance resolution committee Section 11: Prohibition against Retaliation Appeals to the Commission for the Transportation Disadvantaged 2 Glades-Hendry Joint Service Area 2018 Formal Grievance Procedures

77 Page 77 of 110 THE GLADES AND HENDRY COUNTIES JOINT LOCAL COORDINATING BOARD FOR THE TRANSPORTATION DISADVANTAGED -- SERVICE COMPLAINT PROCEDURE/PROCESS -- Reviewed Annually Existence of Complaint Policy and Procedures: The Glades and Hendry Counties Joint Local Coordinating Board for the Transportation Disadvantaged has established the following procedures for the Community Transportation Coordinator to use to address complaints from agencies, users, potential users, subcontractors, and other interested parties. Definition of Service Inquiry: Service inquiries are requests for information about the service and can occur once or several times in the course of a day's service. An example of a service inquiry is when a customer calls the CTC and says, My bus is a few minutes late, where is it? Service inquiries are reported to the driver or dispatcher or to other individuals involved with the daily operations, and are usually resolved by the CTC immediately or within the course of a reasonable time period suitable to the complainant. Service inquiries do not have to be recorded as a complaint. Definition of Service Complaint: Service complaints are routine incidents that occur on a daily basis, are reported to the driver or dispatcher, or to other individuals involved with the daily operations, and are resolved within the course of a reasonable time period suitable to the complainant. Service complaints should be recorded as complaints. The CTC is to total these service complaints on a yearly basis for the CTD s Annual Operating Report, (AOR). Service Complaints may include but are not limited to: My bus is late. [beyond the On-Time Policy for the service area.] Late trips (late pickup and or late drop-off); No-show by transportation operator; No-show by client; Client behavior; Driver behavior Passenger discomfort Service denial (refused service to client without an explanation as to why, e.g. may not qualify, lack of TD funds, etc.) 3 Glades-Hendry Joint Service Area 2018 Formal Grievance Procedures

78 Page 78 of 110 If unresolved, a routine service complaint can result in a formal grievance. [The Local Coordinating Board has a separate Grievance Procedure, available from the DOPA staff.] Local service complaints are driven by the inability of the community transportation coordinator or transportation operators to meet local service standards established by the community transportation coordinator and local coordinating board. Forms to Use to record a complaint: The Community Transportation Coordinator shall utilize the attached form to log complaints. This form is consistent with that provided by the Commission for the Transportation Disadvantaged s Uniform Service Reporting [for Service Complaints] January This document, which is available upon request from the Commission for the Transportation Disadvantaged, is a guide to the proper method to identify a complaint, determine its validity, complete a service report, and achieve customer satisfaction. Carriers are to use the same forms. Each complaint shall be assigned a Log Number to assist in tracking the resolution of each complaint. All service complaints should be recorded. Letting the Consumer know how to complain: The Community Transportation Coordinator (CTC) shall make reasonable efforts to ensure that its customers know how to complain. The CTC should announce the existence of its complaint process in its brochures and other printed material, in its telephone recordings, and in signs posted inside of the vehicles. The CTC should ensure that its information on how to complain is provided to persons in accessible formats as needed. Posting Of Contacts in the Vehicles: The CTC must ensure that the contact numbers for the CTC, for the CTD s Ombudsman Hotline are posted in each vehicle. Reporting Complaints: A monthly summary of all complaints and their status of resolution should be provided by the Community Transportation Coordinator to the Designated Official Planning Agency. [See sample form, attached.] The Designated Official Planning Agency will then provide the most current summaries to the Local Coordinating Board for its next meeting. The Community Transportation Coordinator shall collect service complaint statistics by operator, and by county. 4 Glades-Hendry Joint Service Area 2018 Formal Grievance Procedures

79 Page 79 of 110 Surveying customers to determine satisfaction levels and to make route improvements based on future demand: The Local Coordinating Board requires the Community Transportation Coordinator to conduct periodic surveys of consumers in order to determine their level of satisfaction with services. These surveys are also used by the Local Coordinating Board to evaluate the Community Transportation Coordinator on factors associated with customer satisfaction. The surveys also can be used to determine where the demand for service is. The Community Transportation Coordinator is to conduct random surveys of consumers each year. It is suggested that they conduct some surveys each month. [Although they could do some in April and some in October.] The Community Transportation Coordinator is to send out enough surveys, in order to obtain 150 responses. These surveys shall be On-Board surveys conducted by drivers, and telephonic surveys conducted by LCB members. In addition to this, the Commission for the Transportation Disadvantaged s Quality Assurance team conducts random sample surveys of passengers telephonically, during the biannual review of the Community Transportation Coordinators The Community Transportation Coordinator will provide the surveys to the Designated Official Planning Agency within a month after the survey is conducted. And, the DOPA will request the CTD s QAPE to provide the DOPA with results of its surveys. Planning staff [with assistance from the Local Coordinating Board s appropriate committee] will tabulate the surveys and provide a report to the Local Coordinating Board for its next meeting. Agency Surveys: The DOPA will conduct mailed out surveys of the agencies on an annual basis (September) to determine their levels of satisfaction with the County TD Program. The CTC shall provide the DOPA with current mailing list of agencies they provide transportation to by September 15th. Standards & Policies: The Local Coordinating Board sets performance standards for the Community Transportation Coordinator. The Local Coordinating Board evaluates the Community Transportation Coordinator s performance based upon these standards and policies. Commission s Ombudsman Hotline: The Commission for the Transportation Disadvantaged has an Ombudsman Program to assist individuals with complaints. The toll-free Ombudsman Hotline is or CTDOmbudsman@dot.state.fl.us 5 Glades-Hendry Joint Service Area 2018 Formal Grievance Procedures

80 Page 80 of 110 GLADES AND HENDRY COUNTIES JOINT LOCAL COORDINATING BOARD FOR THE TRANSPORTATION DISADVANTAGED CONTACTS FOR SERVICE COMPLAINTS Entity Contact Name & Address Phone Community Transportation Coordinator Alan Mandel Good Wheels (239) Customer Service (239) Reservations (800) Designated Official Planning Agency (DOPA) DOPA staff services Local Coordinating Board- Chairperson (Glades County) Local Coordinating Board-Vice- Chairperson (Hendry County) Southwest Florida Regional Planning Council Ms. Nichole Gwinnett TD Planning Agency Staff Southwest Florida Regional Planning Council. Royal Palm Square 1400 Colonial Boulevard Suite #1 Fort Myers, FL Hon. Donna Storter-Long c/o Ms. Nichole Gwinnett Hon. Emma Byrd c/o Ms. Nichole Gwinnett (239) x 232 (239) x 232 (239) x 232 (239) x 232 Commission for the Transportation Disadvantaged Ombudsman Hotline Phone: (800) TDD (800) Glades-Hendry Joint Service Area 2018 Formal Grievance Procedures

81 Page 81 of 110 SERVICE REPORT County Log # Date of contact: Time: Received by: Commendation [ ] Suggestion [ ] Complaint [ ] Valid: Yes [ ] No [ ] Name: Phone: Address: Contact: WHERE? Fixed Route: ADA Paratransit: Operator: Vehicle Number Other (Medicaid, dispatcher, scheduler, etc.): WHAT? Service (ride time, schedules, timeliness, attitude/conduct, drivers skill) Policy (fares, co-payments, operation hours, prioritization, denied services) Vehicle (safety, equipment, cleanliness) Date of Occurrence: Time: Location: Statement of Reported Circumstances: Resolution: N o [ ] Yes [ ] (If yes, complete section on Back.) Intake Signature: ; Date: Critical Issue? No [ ] Yes [ ] & REFER TO SUPERVISOR IMMEDIATELY Critical issues include: physical, verbal, or substance abuse; any life threatening situation (reckless driving, passenger abandonment, accidents/incidents.) Has this person reported this same problem before? No [ ]. Yes [ ] When? Log # Log # 7 Glades-Hendry Joint Service Area 2018 Formal Grievance Procedures

82 Page 82 of 110 SERVICE REPORT PAGE 2 Log #, continued Follow up Date: : Signature: Date: Findings: (attach statements of all parties involved.) Signature: Date: Resolution Action Taken/Date: Was Corrective action necessary? No [ ] Yes [ ] Explain: Is customer satisfied with resolution? Yes [ ] No [ ] Unknown [ ] If NO, inform the customer of Local Coordinating Board s Formal Grievance Procedures. [They may contact Nichole Gwinnett at (239) , Ext Did customer file a formal grievance? Yes [ ] No [ ] Unknown [ ] [ ] Provide the Customer with the Commission for the Transportation Disadvantaged s Ombudsman Hotline Phone Number which is: Phone: (800) ; TDD (800) Signature: Date: Carriers are to use these forms to record complaints. Please use one form per complaint, do not group complaints onto one form. Use the Log # when responding to inquiries about each complaint. 8 Glades-Hendry Joint Service Area 2018 Formal Grievance Procedures

83 Page 83 of 110 Monthly Summary of Service Complaints received by the CTC [or other Doorways] and how they were resolved. Service (ride time, schedules, timeliness, attitude/conduct) Policy (fares, co-payments, operation hours, prioritization, won t go to... ) Vehicle (safety, equipment, cleanliness) Log # date of contact involved what: Service Policy Vehicle which contracted operator status of resolution total complaints 9 Glades-Hendry Joint Service Area 2018 Formal Grievance Procedures

84 Page 84 of 110 THE GLADES AND HENDRY COUNTIES JOINT LOCAL COORDINATING BOARD FOR THE TRANSPORTATION DISADVANTAGED FORMAL GRIEVANCE PROCEDURES- Reviewed December Introduction The Glades and Hendry Counties Joint Local Coordinating Board for the Transportation Disadvantaged has established the following rules and procedures to address grievances from agencies, users, potential users, subcontractors, and other interested parties. Authority According to Rule (5)(c), Florida Administrative Code, the Local Coordinating Board shall appoint a Grievance Committee to serve as a mediator to process and investigate complaints, from agencies, users, potential users of the system and the Community Transportation Coordinator in the designated service area, and make recommendations to the Coordinating Board for improvement of service. The Coordinating Board shall establish procedures to provide... opportunities for issues to be brought before such committee and to address them in a timely manner... It should be noted that there is a difference between hearing a grievance and hearing and determining a grievance. Neither the Grievance Resolution Committee nor the Local Coordinating Board has the authority to hear and determine a grievance. They only have the authority to Hear and advise. When an entity makes a determination of the rights, duties, privileges, benefits, or legal relationships of a specified person or persons, it is exercising adjudicative or determinative powers. Deciding a grievance between two independent parties may fall within these parameters, depending on the nature of the grievance. Chapter 427, Florida Statutes, grants no adjudicative powers to anyone. Even though the Local Coordinating Board does not have determinative authority, the recognition of problems by the various members of the Local Coordinating Board is a very useful method to resolve many issues. In addition, it should be noted that since the Local Coordinating Board is involved in the development and approval of the Community Transportation Coordinator s Service Plan, and since the Local Coordinating Board also conducts the annual evaluation of the Community Transportation Coordinator, there are significant opportunities for the Local Coordinating Board to make changes where needed. 10 Glades-Hendry Joint Service Area 2018 Formal Grievance Procedures

85 Page 85 of 110 Formal Grievance Policy and Procedures: Section 1: Creation 1.1 There is hereby created a formal grievance procedure for the Glades County transportation disadvantaged program as specified by the Commission for the Transportation Disadvantaged pursuant to Chapter 427, Florida Statutes, and Rule , Florida Administrative Code, hereinafter referred to as the Grievance Process. The following rules and procedures shall constitute the grievance process to be utilized in the Coordinated Community Transportation System in both Glades and Hendry Counties. Section 2: Definitions 2.1 As used in these rules and procedures the following words and terms shall have the meanings assigned therein. Additional transportation disadvantaged program definitions can be found in Chapter 427, Florida Statutes, and Rule 41-2, Florida Administrative Code. A) Community Transportation Coordinator: (CTC) Means a transportation entity recommended by a Metropolitan Planning Organization or by the appropriate designated official planning agency as provided for in Chapter 427 Florida Statutes, in an area outside the purview of a Metropolitan Planning Organization and approved by the Commission for the Transportation Disadvantaged, to ensure that coordinated transportation services are provided to serve the transportation disadvantaged population in a designated service area. B) Designated Official Planning Agency (DOPA) means the official body or agency designated by the Commission for the Transportation Disadvantaged to fulfill the functions of transportation disadvantaged planning in areas not covered by a Metropolitan Planning Organization. The Metropolitan Planning Organization shall serve as the designated official planning agency in areas covered by such organizations. C) Transportation Disadvantaged (TD) user of the system, means, in Chapter (1), Florida Statute, Those persons who because of physical or mental disability, income status, or age, or who for other reasons are unable to transport themselves or to purchase transportation, and are therefore, dependent upon others to obtain access to health care, employment, education, shopping, social activities, or other life sustaining activities, or children who are disabled or high risk or at risk as defined in Chapter , Florida Statutes. D) Agency: Means an official, officer, commission, authority, council, committee, department, division, bureau, board, section, or any other unit or entity of the state or 11 Glades-Hendry Joint Service Area 2018 Formal Grievance Procedures

86 Page 86 of 110 of a city, town, municipality, county, or other local governing body or a private nonprofit entity providing transportation services as all or part of its charter. E) Transportation Operator: Means one or more public, private for-profit or private nonprofit entities engaged by the community transportation coordinator to provide service to transportation disadvantaged persons pursuant to a Transportation Disadvantaged Service Plan, (TDSP). F) Service Complaint: events that may occur on a daily basis and are reported to the driver or dispatcher or other individuals involved with the daily operations, and are resolved within the course of a reasonable time period suitable to the complainant. For more information, see the Local Coordinating Board s policy on Complaints, [elsewhere in the TDSP]. G) Formal Grievance documents any concerns regarding the operation or administration of Transportation Disadvantaged services by the transportation operator, the Community Transportation Coordinator, the Designated Official Planning Agency, or the Local Coordinating Board. A formal grievance may also be a service complaint that has been left unresolved for more than 45 days. The formal grievance should demonstrate or establish their concerns as clearly as possible. Formal Grievances may include but are not limited to: Recurring or unresolved Service Complaints. (see above definition;) Violations of specific laws governing the provision of TD services i.e. Chapter 427 F.S., Rule 41-2 F.A.C. and accompanying documents, Sunshine Law, Americans with Disabilities Act, (ADA;) Coordination disputes; Agency compliance; Conflicts of interest; Supplanting of funds; Billing and/or accounting procedures; Policies of the Local Coordinating Board (LCB), particularly the Prioritization Policy. H) Administrative Hearing process: Chapter 120, Florida Statutes. I) Ombudsman Program means a toll free phone number established and administered by the Commission for the Transportation Disadvantaged to enable persons to access information and /or file complaints or grievances regarding transportation services provided under the coordinated effort of the community transportation coordinator. See contact information for phone numbers. 12 Glades-Hendry Joint Service Area 2018 Formal Grievance Procedures

87 Page 87 of 110 Section 3: Objectives 3.1 The objective of the local coordinating board s grievance process shall be to process, investigate and make recommendations in a timely manner on formal grievances that are not resolved between the grievant and the other party (or parties.) It is not the objective of the grievance process to have adjudicative or determinative powers. 3.2 The community transportation coordinator and its service operators and other transportation subcontractors must post the contact person s name and telephone number regarding the reporting of complaints [and the reporting of grievances] in each vehicle. 3.3 The grievance procedures and all documents pertaining to the grievance process will be made available to the grieving party. 3.4 The grievance procedures and all documents pertaining to the grievance process will be made available, upon request, in a format accessible to persons with disabilities. 3.5 Other than this grievance process, aggrieved parties with proper standing may also have recourse through Chapter 120, Florida Statutes, the Administrative Hearing Process, or through the judicial court system. Section 4: Membership 4.1 The local coordinating board s ad hoc grievance resolution committee shall be composed of a minimum of three (3) voting members or alternates of the local coordinating board. Members shall be appointed to the Ad hoc grievance resolution committee by the LCB chairperson or his/her designee. The Ad hoc grievance resolution committee membership shall include a representative of users of the coordinated transportation system. The LCB chairperson or his/her designee reserves the right to make reappointments to the Ad hoc grievance resolution committee should any conflicts of interest arise. 4.2 The LCB chairperson or his/her designee shall appoint one member of the Ad hoc grievance resolution committee to serve as its chairperson. 4.3 The LCB chairperson s designee shall be a member of the TD planning staff from the designated official planning agency. The TD planning staff serves as facilitators to the grievance process. Every effort shall be made by the participants of the ad hoc grievance resolution committee to conduct the process as diplomatically as possible. 13 Glades-Hendry Joint Service Area 2018 Formal Grievance Procedures

88 Page 88 of In cases where a grievance involves the private or personal or professional interests of a member of the ad hoc grievance resolution committee, such member shall be disqualified from hearing such a grievance. 4.5 Local Coordinating Board members who represent affected agencies will be invited to grievance hearings as advisors. 4.6 No member of the local coordinating board shall appear before the Grievance Committee as an agent or attorney for any person. Section 5: Terms of Members 5.1 The members of the ad hoc grievance resolution committee shall serve at the pleasure of the LCB chairperson or his/her designee, for the duration of the grievance for which they are appointed. 5.2 The members of the ad hoc grievance resolution committee may be removed for cause by the LCB chairperson or his/her designee. 5.3 The quorum shall be a simple majority. Meetings shall be held at such times as the ad hoc grievance resolution committee may determine and/or as necessitated by the formally filed grievance. Section 6: Grievance Procedures 6.1 Grievance procedures have been developed by the Local Coordinating Board, based upon guidelines from the Commission for the Transportation Disadvantaged. 6.2 The Local Coordinating Board s grievance procedures are for the purposes of listening to the grievance, providing advice and making recommendations to the affected parties of the grievance. The Local Coordinating Board may not exercise adjudicative powers. Aggrieved parties with proper standing may also have recourse through Chapter 120, Florida Statutes, Administrative Hearing Process, or the judicial court. 6.3 When necessary, the Designated Official Planning Agency s Transportation Disadvantaged Program staff shall provide assistance to individuals to prepare written grievances. 6.4 The formal grievance process shall be open to any person or agency wishing to address concerns involving: purchasing agencies, users, potential users, private for-profit operators, private nonprofit operators, the Coordinator, the Designated Official Planning Agency, elected officials and drivers. 14 Glades-Hendry Joint Service Area 2018 Formal Grievance Procedures

89 Page 89 of The administrators of the grievance process shall make every effort to ensure that the grieving party has exercised the other procedures in place, including the LCB s Complaint procedures or the CTC s internal complaints procedures for its subcontractors. Note: If it is an unresolved service complaint, the grievant will be asked if they have contacted the community transportation coordinator for assistance in resolving their complaint. The grievant should have made reasonable effort to have their service complaint resolved by the CTC. The community transportation coordinator is responsible for resolving service complaints. If the CTC has an internal grievance policy, appropriate grievances will be forwarded back to the CTC for resolution, prior to being considered as a formal grievance for the local coordinating board. Section 7: Filing the formal grievance 7.1 The grievant should demonstrate or establish their concerns as clearly as possible. The grievance should try to demonstrate or establish a clear violation of a specific law, regulation, or contractual arrangement. Copies of pertinent laws and regulations may be obtained from the Designated Official Planning Organization s Transportation Disadvantaged Program staff. 7.2 The grievance must be filed to the Grievance Committee within ninety (90) days after the occurrence of the event giving rise to the grievance. The grievance shall be sent to: Southwest Florida Regional Planning Council Transportation Disadvantaged Program Local Coordinating Board Ad Hoc Grievance Resolution Committee Royal Palm Square 1400 Colonial Boulevard Suite #1 Fort Myers, FL (239) , Ext The grievance shall include: a. the name and address and telephone number of the grievant; They do not have to have an address or phone in order to file a grievance, but they need a place which will receive mail for them, and a phone where we may contact them. b. a statement of the grounds for the grievance, supplemented by supporting documentation, made in a clear and concise manner. This shall include a description of the efforts taken by the grievant to resolve the issue; and 15 Glades-Hendry Joint Service Area 2018 Formal Grievance Procedures

90 Page 90 of 110 c. an explanation by the relief desired by the grievant. If the grievant does not supply the above information to substantiate the grievance(s) no further action will be taken. [See section 6.3, above, about assistance in getting formal grievances reduced to writing] 7.4 The date the formal grievance containing items a, b, and c, above, is received in writing shall be the date the formal grievance was filed. 7.5 Upon receipt of the formal grievance, the designated official planning agency transportation disadvantaged planning staff will have 10 working days to contact the grievant by telephone*, to discuss the materials received, and ask for additional information which may be necessary in order to file the grievance. (* when the designated official planning agency makes or attempts to make these telephonic contacts, they will enter records of the calls into a log for that grievance.) 7.6 If the designated official planning agency transportation disadvantaged planning staff is unable to establish contact by telephone within the ten (10) working days; they will write a letter to the grievant, and send it by certified mail to the grievant. The letter will indicate that the formal grievance has been received, and that telephonic contact was unsuccessful, and that the grievance has either been filed, or that additional information is necessary in order to file the grievance. 7.7 The designated official planning agency will have ten (10) working days from the date the grievance was filed to contact the chairperson of the local coordinating board, telephonically to inform of the receipt of the formal grievance, and proceed with the selection of the ad hoc grievance resolution committee. If the chairperson is not available, the DOPA staff may then contact the vice-chairperson. 7.8 The designated official planning agency will have 10 working days from the date the grievance was filed to contact the community transportation coordinator (if the grievance involves the CTC,) to inform that a formal grievance has been filed. 7.9 The designated official planning agency will have 10 working days from the date the LCB chair was contacted about the grievance [in Section 7.7] to contact members of the local coordinating board to establish the membership of the ad hoc grievance resolution committee. Pursuant to Section 4.2 of this Process, the chairperson of the ad hoc grievance resolution committee will be established at this time After the designated official planning agency has received an agreement to serve as a member of the ad hoc grievance resolution committee from the sufficient amount of local coordinating board members, the designated official planning agency will have 10 working days to set up a meeting to mediate the grievance. The grievant, the chairperson of the ad hoc grievance 16 Glades-Hendry Joint Service Area 2018 Formal Grievance Procedures

91 Page 91 of 110 resolution committee, the designated official planning agency staff will attend the mediation. [The CTC will be included in this meeting, if the grievance involves the CTC.] 7.11 After the mediation meeting, the designated official planning agency shall prepare a report regarding the meeting outcome. The report shall be sent to the grievant, the LCB chairperson, and the chairperson (and all members) of the ad hoc grievance resolution committee within 10 working days of the date of the meeting The Chairperson of the AD-hoc Grievance Committee or DOPA staff will check with the grieving party in 10 working days, to determine whether they are resolved If mediation is successful, the grievance is closed. Section 8: If Mediation is not successful: 8.1 If the grievance is not resolved through mediation the grievant may request in writing that their grievance be heard by the ad hoc grievance resolution committee. The grievant has 10 days from their receipt of the report (mentioned in Section 7.11) to notify the chairperson of the ad hoc grievance resolution committee through the designated official planning agency. 8.2 Upon receipt of the written notice described in Section 8.1, the designated official planning agency has 15 working days to contact the chairperson and other members of the ad hoc grievance resolution committee, the grievant, and the involved parties, to set a grievance meeting date and location. 8.3 The Grievant and all involved parties shall be notified of the meeting date and location at least 7 working days prior to the meeting date by certified mail, return receipt requested. Section 9: A meeting of the ad hoc grievance resolution committee is held: 9.1 All involved parties have a right to present their views to the Grievance Committee, either orally or in writing. In addition, all parties may present evidence. 9.2 The Grievance Committee may at any time during the course of the meeting question the parties and their witnesses on any facts which it deems material to the alleged improper action. 9.3 The entire meeting shall be recorded electronically, on tape. Any party requesting a copy of the transcription shall pay all costs incurred in furnishing the copy of the transcription. 9.4 The Grievance Committee will follow a meeting agenda in accordance with the procedures herein set forth: 17 Glades-Hendry Joint Service Area 2018 Formal Grievance Procedures

92 Page 92 of 110 A. Call to Order; B. Presentation of Grievance; 1. Presentation of grievance by Grievant, which will also include witnesses, if applicable, and 2. Response of concerned parties, which will include witnesses, if applicable. C. Discussion of grievance, which shall take place in accordance with Roberts Rules of Order amongst the Grievance Committee, staff, the grievant and other interested parties. Discussion shall focus solely on the grievance as filed by the grievant; D. Following discussion of the grievance, the Grievance Committee may submit a recommendation to the Coordinating Board in response to the grievance; and E. Close meeting. 9.5 Upon conclusion of the grievance meeting, the ad hoc grievance resolution committee must submit a written report of the meeting proceedings to the chairperson of the local coordinating board within 10 working days. The report must outline the grievance, and provide the findings/recommendations of the ad hoc grievance resolution committee. 9.6 If the grievance is resolved through the Meeting process, the grievance process will end. The final report will be forwarded to the members of the local coordinating board. Section 10: If the grievance is not resolved through the meeting of the ad hoc grievance resolution committee 10.1 If the grievance is not resolved through the meeting of the ad hoc grievance resolution committee, the grievant may request in writing that their grievance be heard by the local coordinating board. This request shall be sent to the Chairperson of the Local Coordinating Board, through the designated official planning agency, and must be made within 10 working days of their receipt of the ad hoc grievance resolution committee s report (in Section 9.5). Immediately following the meeting of the ad hoc grievance resolution committee, the grievant may make their request that their grievance be heard by the Local Coordinating Board, however, the time frame will wait until the ad hoc grievance resolution committee s report is prepared and received, as described in The Local Coordinating Board chairperson shall have 15 working days to set a meeting date. Members of the Local Coordinating Board shall have at least 10 working days notice of such meeting. The meeting of the local coordinating board shall be advertised appropriately. 18 Glades-Hendry Joint Service Area 2018 Formal Grievance Procedures

93 Page 93 of The grievance shall be presented at the meeting of the local coordinating board. The Local Coordinating Board will follow a meeting agenda in accordance with the procedures herein set forth: A. Call to Order; B. Presentation of Grievance; 1. Presentation of grievance by Grievant, which will also include witnesses, if applicable, and 2. Response of concerned parties, which will include witnesses, if applicable. C. Discussion of grievance, which shall take place in accordance with Roberts Rules of Order amongst the Local Coordinating Board, staff, the grievant and other interested parties. Discussion shall focus solely on the grievance as filed by the grievant; D. Following discussion of the grievance, the Local Coordinating Board may submit recommendations to the appropriate parties in response to the grievance; and E. Close meeting The results, findings and recommendations of the local coordinating board shall be outlined in a final report to be completed within 10 working days of the meeting. The report shall be forwarded to the grievant, members of the Local Coordinating Board, the Community Transportation Coordinator, and all other persons/agencies directly involved in this grievance process If the grievance has not been resolved through these local coordinating board procedures, the grievant may request that their grievance be heard by the Commission for the Transportation Disadvantaged. Section 11: Prohibition against Retaliation 11.1 No individual shall be unlawfully denied Transportation Disadvantaged services because such individual has filed a grievance related to the Transportation Disadvantaged Program or has testified or is about to testify in any such proceeding or investigation related to the Transportation Disadvantaged Program. [This shall be monitored by the DOPA.] Appeals to the Commission for the Transportation Disadvantaged 19 Glades-Hendry Joint Service Area 2018 Formal Grievance Procedures

94 Page 94 of 110 Should a grievant remain dissatisfied with the Local Coordinating Board or Community Transportation Coordinator's recommendation, he or she may contact the Commission for the Transportation Disadvantaged at the following address: Commission for the Transportation Disadvantaged 605 Suwannee Street, MS-49 Tallahassee, Florida The Commission for the Transportation Disadvantaged also has an Ombudsman Program to assist individuals with complaints. The CTD s toll-free Ombudsman Hotline is Chapter 427, F.S. does not expressly confer the power or authority for the Commission for the Transportation Disadvantaged to hear and determine a grievance between two third parties. The Commission for the Transportation Disadvantaged may choose to listen to grievances and it can investigate them from a fact-finding perspective. It cannot be the "judge" or "arbiter" of the grievance in the sense of determining that one party's version of the facts is right and the other is wrong, and order the wrong party to somehow compensate the right party. On the other hand, the grievance may bring to light a problem within "the system." However, if the grievance showed that one of the parties with whom the Commission for the Transportation Disadvantaged contracts was acting so aberrantly as to not be in compliance with its contract, the Commission for the Transportation Disadvantaged could exercise whatever contractual rights it has to correct the problem. Accordingly, the Commission for the Transportation Disadvantaged may take part in the grievance process, if it wants to, for purposes of listening to the grieving parties and gathering the facts of the matter. It may not decide the grievance, where doing so would amount to an exercise of adjudicative powers. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ 20 Glades-Hendry Joint Service Area 2018 Formal Grievance Procedures

95 Page 95 of 110 THE GLADES AND HENDRY COUNTIES JOINT LOCAL COORDINATING BOARD FOR THE TRANSPORTATION DISADVANTAGED GRIEVANCE RESOLUTION CONTACTS ENTITY CONTACT NAME & ADDRESS PHONE Community Transportation Coordinator Alan Mandel Good Wheels (239) Customer Service (239) Reservations (800) Designated Official Planning Agency (DOPA) DOPA staff services Local Coordinating Board Chairperson & Vice-Chairperson Commission for the Transportation Disadvantaged Southwest Florida Regional Planning Council Ms. Nichole Gwinnett TD Planning Agency Staff Southwest Florida Regional Planning Council. Royal Palm Square 1400 Colonial Boulevard Suite #1 Fort Myers, FL Hon. Donna Storter-Long Chairperson (Glades County) Hon. Emma Byrd Vice-Chair (Hendry County) c/o Ms. Nichole Gwinnett TD Planning Agency Staff Southwest Florida Regional Planning Council Royal Palm Square 1400 Colonial Boulevard Suite #1 Fort Myers, FL (239) x 232 (239) x ) x 232 Ombudsman Hotline Phone: (800) TDD (800) Glades-Hendry Joint Service Area 2018 Formal Grievance Procedures

96 Page 96 of 110 Agenda Item Election of Vice-Chair 12 12

97 Page 97 of 110 ELECTION OF VICE-CHAIR Pursuant to the By-Laws of the Glades-Hendry County Joint Local Coordinating Board for the Transportation Disadvantaged under ARTICLE IV, Section A, first paragraph respectively, the election for the Chairperson shall be appointed to serve for a two-year term (or less if the individual is no longer in office) and the Planning Agency shall replace or reappoint the Chairperson at the end of his/her term. Also, pursuant to the By-Laws of the Glades-Hendry County Joint Local Coordinating Board for the Transportation Disadvantaged under ARTICLE IV, Section A, Paragraph 2 respectively, the election for the Vice-Chairperson shall be at the last regularly scheduled meeting of the year. The Vice-Chairperson shall be the other county commissioner who shall serve a term of one year starting with the following meeting. Glades County Commissioner Donna Storter-Long moved up into being Chair when Hendry County Commissioner Janet Taylor wasn t re-elected. Janet Taylor was elected Chair in 2014 for a two-year term. Commissioner Storter-Long was then elected as the LCB s Chair at its December 2016 meeting. Hendry County Commissioner Emma Byrd was elected as Vice-Chair in May RECOMMENDED ACTION: Conduct election to elect a Vice-Chair (1 year term) for the Glades-Hendry Joint LCB.

98 Page 98 of 110 Agenda Item FL Coordinated Transportation Program Issues & Distribution Items 13

99 Page 99 of 110 Florida Coordinated Transportation Program Issues & Distribution Items The following items will be presented to the LCB for discussion: a) 1st Quarterly Report to CTD (July 1, 2017 to September 30, 2017) b) FY17-18 Glades-Hendry LCB Meeting & Events Schedule

100 Page 100 of 110 Agenda Item 13a 13a 1st Quarter Report to CTD July 1 to September 30 13a

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106 Page 106 of 110 Agenda Item 13b 13b FY17-18 Meetings & Events Schedule 13b

107 Page 107 of 110 Date/Time of Meeting September 7, 2016 December 7, 2016 January-February 2017 March 1, 2017 May 24, 2017 Glades-Hendry Joint Local Coordinating Board Meetings & Tasks Schedule Agenda Topics PLANNING AGREEMENT FOR FY Agenda items include: Review of the CTC s AORs and approval of the by-laws, start update process of the TDSP and general program updates. Agenda Items would include and Election of Vice-Chair, LCB Committee Selection, Shirley Conroy Grant, and Grievance Procedures Update. Planning Agency staff begins the CTC Evaluation process by scheduling the evaluation of the CTC and performing the evaluation. Agenda items include: CTC Evaluation Report, review of TDSP Update, Review of Section 5310 grant applications. Agenda items include: Public Hearing, FY17-18 TD Planning Agreement, Membership Updates, FY17-18 Meeting Dates & Tasks, FY17-18 Trip & Equipment Grant, etc. PLANNING AGREEMENT FOR FY August 29-31, th Annual Transportation Disadvantaged Best Practices and Training Workshop & CTD Commission Board Meeting RCMA 551 W. Cowboy Way LaBelle, FL DOH in Glades County 1021 Health Park Drive Moore Haven, FL RCMA 551 W. Cowboy Way LaBelle, FL DOH in Glades County 1021 Health Park Drive Moore Haven, FL Location Renaissance Orlando at Seaworld 6677 Sea Harbor Drive Orlando, FL September 6, 2017 Hendry County Public Hearing RCMA 551 W. Cowboy Way LaBelle, FL September 6, 2017 November 1, 2017 January-February 2018 March 7, 2018 March-May 2018 Agenda items include: Approval of the by-laws, start update process of the TDSP and general program updates. Agenda Items would include: Review of the CTC s AORs, FY17-18 Shirley Conroy Grant and Election of Vice-Chair, LCB Committee Selection (including, CTC Selection Committee), and Grievance Procedures Update. Planning Agency Staff begins the CTC Procurement Process by publishing an RFP in the FAR. During February the CTC Selection Committee will review the proposals and submit their recommendation to the LCB for approval at the LCB s March Meeting. Staff will also begin the annual update of the TDSP. Agenda items include: CTC Selection Report, review of TDSP Update, Review of Section 5310 grant applications. Planning Agency Staff submits LCB s CTC selection to the CTD for their approval. Planning Staff attends CTD s Business Meeting. Continues with annual TDSP update to be reviewed and approved by the CTD prior to June 30. RCMA 551 W. Cowboy Way LaBelle, FL DOH in Glades County 1021 Health Park Drive Moore Haven, FL RCMA 551 W. Cowboy Way LaBelle, FL May 2, 2018 Glades County Public Hearing DOH in Glades County 1021 Health Park Drive Moore Haven, FL May 2, 2018 Agenda items include: Public Hearing, FY18-19 TD Planning Agreement, Membership Updates, FY18-19 Meeting Dates & Tasks, etc. DOH in Glades County 1021 Health Park Drive Moore Haven, FL NOTE: The annual planning agreement goes from July 1 through to June 30.

108 Page 108 of 110 Agenda Item CTC Report 14 14

109 Page 109 of 110 COMMUNITY TRANSPORTATION COORDINATOR (CTC) NEWS AND REPORTS 1. Ridership & Complaint Reports for the period of July and August 2017.

110 HENDRY/GLADES RIDERSHIP JULY AUGUST , TD NON SPONSORED ADVOCATES FOR OPPORTUNITY TOTAL RIDERSHIP 1,825 Page 110 of 110