RIDER S GUIDE. NORTHEAST IOWA COMMUNITY ACTION CORPORATION EARL Public Transit P.O. Box 487 Decorah, IA Public Transit for everyone!

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1 RIDER S GUIDE NORTHEAST IOWA COMMUNITY ACTION CORPORATION EARL Public Transit P.O. Box 487 Decorah, IA Public Transit for everyone! Click on: Programs EARL Public Transit Or Or Relay Iowa 711 FAX June 20, 2018 Updated

2 NEICAC EARL Public Transit Rider s Guide Table of Contents page Welcome to Transit 3 Our Promise 3 Mission Statement 3 Introduction to Our Services 4 Regularly Scheduled In-town Service 5 Regularly Scheduled County Trips 5 Special Request Service 6 Attendant Policy 6 Reservations 6 Fares 7 Arrival & Departure Information 8 Passenger Assistance 9 Handicap Accessibility 9 Animals 10 Changes, Cancellations, No-shows 10 Holidays 11 Inclement Weather 11 Child Safety Seat Usage 12 Safety Rules 12 Assurance of Non-Discrimination 14 Phone Assistance Numbers 16 Questionnaire 17 Donations and Bequests 19 Welcome to the NEICAC -EARL Public Transit The Northeast Iowa Community Action Corporation - EARL Public Transit is proud to provide 2

3 transportation services to the general public. We look forward to serving your transportation needs in an efficient and professional way. Transit has developed this guide to define the general policies and procedures for all users of our system. Additional policies established by a contracting service may supersede or complement the policies in this guide. The Promise of Community Action Community Action changes people s lives, embodies the spirit of hope, improves communities, and makes America a better place to live. We care about the entire community and we are dedicated to helping people help themselves and each other. Northeast Iowa Community Action Corporation s Mission Statement NEICAC s mission is to strengthen communities toward lifelong success. Introduction to Our Services Earl Public Transit provides Demand-Response transportation service to the general public 3

4 including persons with disabilities living within our service area of: Allamakee, Clayton, Fayette, Howard and Winneshiek counties. EARL Public Transit is a curb-to-curb public service, with door to door service upon request. The driver will pick up and drop off at curbside. However, the driver may assist riders to and from the main entry door and the Transit vehicle if door to door service has been requested. Drivers WILL NOT pull into private driveways, within the city limits, unless approved by Transit Supervisor. Drivers ARE NOT allowed to assist riders via the use of Gate Belts at any time. In addition Drivers ARE NOT allowed to assist individuals inside their homes, clinics, public facilities, businesses, etc. Anyone needing additional assistance such as those listed above may bring one attendant at no additional charge. EARL Public Transit vehicles regularly transport individuals to work, medical appointments, meal sites, school, church, shopping, or to just visit with friends and family. In addition Transit offers regularly scheduled in-town and rural services as well as special request upon availability and regulatory guidelines. Regularly Scheduled In-town Service 4

5 Currently, Transit offers in-town service in the following towns Cresco, Decorah, Elkader, Guttenberg, Oelwein, Waukon and West Union. For more information regarding time, scheduling, and accessing these services please contact the Transit Office. Special Request Trip Individuals who require a trip outside of regularly scheduled in-town and/or rural services may contact the Transit Office to schedule a special request trip. Special Request Trip is available from anywhere within Transit s five county service area. Costs may vary. Attendant Policy All riders are allowed to bring one attendant if needed, free of charge. This is regardless of the rider s mobility or age. Any additional person(s) going along will be considered additional riders and will need to pay the cost assessed for the type of trip being provided. Children 5 & under must be accompanied by an attendant unless approved by a Transit Supervisor to travel alone. The only exception is if the rider is non-english speaking and needs to bring along an interpreter. We will allow 1 attendant + 1 interpreter free of 5

6 charge, if needed. The attendant must be picked up and dropped off at the same address as the client or additional fees may be charged. Reservations We request advanced notice of a minimum of 24 hours or more if possible. Trip requests are dependent on the availability of drivers and vehicles and are not guaranteed. The Transit office is open Monday Friday between the hours of 5:00 AM and 5:00 PM, with the exception of holidays (see holidays section). If calling outside of normal business hours, your call will be directed to the Transit voic . Please leave a message with the following information when making your reservation (Your call will be processed the next working day.): The date you wish to ride. The number of passengers going (Please indicate if there will be an attendant.) The exact address of pick up location. The exact address (or addresses) of your destination(s) if making multiple stops. The time you wish to be picked up and/or the time of your appointment. The time you wish to return. Any special mobility aids that you may use such as wheelchair, walker, or scooter etc. Please indicate if the mobility device is over 30 inches in width. 6

7 Riders using wheelchairs should indicate if they have extended leg(s), reclining back, etc. which cannot be adjusted due to medical reasons. Infant(s) or Child Safety Seat(s) to be brought on board for use in transporting children. A phone number to be reached at should additional information be needed. All stops need to be requested through the Transit office. Passengers should request a Toll Free calling card from the driver. Please call when you are ready for your return trip. Fares Federal, state, and local subsidy are received to cover a portion of Transit s service cost. However, Transit fares must cover a portion as well. Fares are based on the services provided, and must be paid each time, upon boarding the Transit vehicle. Transit drivers DO NOT make change; riders must have exact payment or proper tickets. Riders may purchase in town tickets from the Transit Driver or by contacting the Transit office. Individuals over the age of 60, and not residing in a nursing home facility, may purchase discounted Transit ride tickets from Northland Agency on Aging. 7

8 For more information regarding the reduced priced tickets, Contact the office, located in Decorah, toll free at: or your local meal site. Under State Medicaid/MCO Programs, transportation cost may be covered. Individuals should check with their provider for allowable trips and scheduling needs. Arrival and Departure Information EARL Public Transit requests that all riders are ready at least 15 minutes prior to the scheduled pick-up time. Drivers arriving up to 15 minutes before the pick-up time or 15 minutes after the pick-up time are considered to be operating on time. The driver s are instructed to wait no longer than 3 minutes beyond the scheduled pick up time for a passenger. Drivers will not enter a facility to look for a passenger. Passengers should be ready and at the door of the scheduled pick-up location when the Transit vehicle arrives. During special request services, drivers are instructed to stop at the scheduled destination only. Travel arrangements with more than one destination must be scheduled ahead of time with the Transit Office. Due to driving regulations, when traveling outside of Transit s 5 county area, for medical purposes, riders will need to have completed their appointments and be ready to board the bus no 8

9 later then 5:00 PM for their return trip. If for some reason this is not possible, riders must notify the Transit office prior to 5:00 PM so that other arrangements can be made, if necessary, for their return trip. Passenger Assistance Drivers are instructed to assist passengers per EARL Public Transit policy (See page 5 Introduction to Our Services). Assistance may include walking support or maneuvering a wheelchair (excluding wheelchairs on steps). Drivers are instructed not to run errands for passengers. Please do not ask them to do so. Drivers are not to make multiple trips to carry packages, such as groceries, kitty litter, laundry, etc or to handle heavy packages. All packages must be able to go under the seat or be held by the passenger. Packages cannot take up an additional seat or block aisle ways and emergency exits. Passengers who have an item(s) that they cannot carry should make separate arrangements for package delivery. Transit IS NOT responsible for lost or stolen items. Passengers are responsible for closing and locking home doors. Handicap Accessibility EARL Public Transit provides transportation for individuals with disabilities per ADA requirements. Lift or Ramp equipped vehicles are available in 9

10 every county in which we provide service. All mobility devices must be secured. EARL Public Transit drivers may assist passengers using wheelchairs to and from the Transit vehicle, but for safety purposes we will not allow a passenger using a wheelchair to be assisted up or down steps. Ramps need to meet ADA standards and be maintained for safety. Wheelchairs should be in good working order and have fully functional wheels and brakes which should be in the lock position when the passenger is on the lift or when the vehicle is in motion for the safety of rider. Auxiliary aids and services are available upon request to individuals with disabilities. *See page 19. Animals In accordance with the Americans with Disabilities Act, only service animals are permitted on all EARL Public Transit vehicles. Changes, Cancellations, No-Shows To cancel or change a ride, call the Transit Office at: Local or Toll free Cancellations should be made at least one hour or more before the scheduled pick-up or return time. Any cancellation received less than one hour from the scheduled pick-up time will be regarded as a 10

11 no-show, and will be subject to the no-show policy provided below. A no-show is defined as no one boarding the vehicle once it arrives, on time, for a pick-up. Noshows may be billed or charged to the rider or agency responsible for paying for the trip. If problems persist, suspension of Transit Services may be enforced. In order to cancel a ride you will need to provide: Your name Phone number Date and time of the ride you wish to cancel. Scheduled addresses of the pick-up and dropoff locations of each ride you wish to cancel. Holidays Service will not be provided on the following holidays: New Year s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day. Inclement Weather During inclement weather, Transit, in general, will follow the local school districts for cancellation of services. Transit reserves the right to cancel or delay services when weather warrants. Riders are responsible for listening to local Radio TV stations for cancellation/delay announcements, as well social media outlets (ex. Facebook, NEICAC Website). Riders may call the Transit office to 11

12 confirm delays or cancellations. Transit will not travel roads that are closed or have barricades on them. At Transit s discretion we may choose not to travel roads/drives consider to be unsafe or hazardous. Child Safety Seat Usage NEICAC Transit does not provide Infant or Child Safety Seats. Some buses are equipped with Child Restraint Systems. Children must be at least one year of age or older and pounds and less then 40 inches in height in order to use the Child Restraint System. If your child is required to be in a child safety seat/restraint please check with the Transit Office when scheduling for availability. Transit drivers are not allowed to secure either the seat or the child. It will be the responsibility of the family member or attendant to assure this is done. Safety Rules Passengers must keep ramps, sidewalks, and driveways free of ice, snow, toys and other obstructions that may present a safety hazard to riders or the driver. Riders shall remain a safe distance from vehicle until stopped. Drivers are not to lift passengers and/or wheelchairs at any time. Passengers traveling out of the area should carry at least a 24 hour supply of necessary medications, in case of an emergency. 12

13 Passengers carrying hazardous or dangerous materials or items (i.e. kerosene, gasoline, firearms, knives, explosives, etc.) will not be allowed on Transit vehicles. No passenger is allowed in the driver s seat at any time! Riders may not extend anything from the windows at any time. Transit requires seat belt usage. Individuals should secure their own seatbelts however if assistance is needed, please notify the driver. No smoking on any Transit vehicle pursuant of the Iowa Smoke free Air Act. No littering. Appropriate clothing and footwear for weather conditions suggested. Bus interior temperatures may vary due to bus size and frequent stops. Riders are responsible for providing their own blankets and outerwear as needed. The use of radios without headphones are not permitted. Please limit conversations with drivers when the vehicle is in operation for safety purposes. Riders shall remain seated and belted while the vehicle is in motion. Please be sure the vehicle has come to a complete stop and the exit door is open prior to unbuckling the seat belt and standing. Passengers must treat each other and drivers with respect. No loud talking, use of profanity 13

14 or degrading and/or threating remarks will not be tolerated. Any type of unwanted physical aggression towards anyone on a Transit vehicle will not be tolerated. Assurance of Non-Discrimination Northeast Iowa Community Action Corporation EARL Public Transit assures that no individual will be discriminated against in the delivery of Transit services under the EARL Public Transit on the basis of: race, color, age, creed, national origin, sex, gender identity, sexual orientation, pregnancy, genetic information, religion, disability, an individual s Vietnam era veteran status or any other legally protected basis. Opportunity to File Complaints Regarding Discrimination Complaints may be filed with NEICAC in writing, by or by phone. Please visit our website at to download a copy of the Title VI Complaint Form. Any person who believes that he or she, individually, or as a member of any specific class of persons, has been discriminated against may file a complaint. Complaints must be filed within 180 days after the date of the alleged discrimination, unless the time for filing is extended by the Deputy Director. 14

15 Any complaint related to the direct activities of Northeast Iowa Community Action Corporation EARL Public Transit should be submitted in writing directly to the Deputy Director at the address listed below. Deputy Director Northeast Iowa Community Action Corporation P.O. Box 487 Decorah IA Complaints may also be sent via to: For more information on EARL Public Transit s Title VI Responsibilities or to complete a complaint form by phone, please call and ask for the Deputy Director. In those cases where the complainant is dissatisfied with the resolution of the complaint by the Transit system, the same complaint may subsequently be submitted to the Iowa DOT Civil Rights Coordinator for investigation. Office of Employee Services-Civil Rights Iowa Department of Transportation Attn. Civil Rights Coordinator 800 Lincoln Way Ames, IA Upon investigation of a complaint filed at either Northeast Iowa Community Action Corporation or 15

16 the Iowa DOT level, a written statement of findings and proposed remedies (if necessary), will be provided to the complainant. Phone Assistance Numbers For TTY Users: who are deaf, hard-ofhearing, deaf-blind, or speech impaired Dial 711 or , then have the CA call for transit services. For Spanish Relay Service: Relay Iowa offers Spanish relay service. TTY users can type in Spanish and the conversations will be relayed in Spanish. To request Spanish relay, call Relay Iowa also offers: Spanish to English translation service Transit reserves the right to revoke riding privileges of riders who refuse to follow the rules given in this guide, who become verbally abusive, or who threaten the health, welfare or safety of other passengers or the driver. We hope you enjoy riding Northeast Iowa Community Action Corporation - Transit! The information in this Rider s Guide is subject to change without notice. Please fill out the survey on the next page and return it to us. QUESTIONNAIRE 16

17 1. Was it easy to schedule your trip? Yes No 2. Was the scheduler courteous/helpful? Yes No 3. Was your bus on time? Yes No 4. Was your bus clean? Yes No 5. Was your driver courteous? Yes No 6. Was it easy to use our service? Yes No 7. Which of the following do you most often use EARL Public Transit for? Work Medical School Shopping Recreational Other 8. Would you recommend us to others Please rate 1-10 (10=most likely) 9. EARL Public Transit is always striving to improve our service. Please give us any suggestions that might have. Optional Name, address and/or phone number will help us to follow up on concerns or questions TEAR OUT, FOLD, STAPLE, STAMP, AND MAIL 17

18 First Class Stamp Here Northeast Iowa Community Action Corp. EARL Public Transit P.O. Box 487 Decorah, IA

19 Donations and Bequests Transit drivers are not allowed to receive tips but invite individuals wishing to show their appreciation or support for the services they provide to make donations or bequests to EARL Public Transit. To do so, simply remove this form from your book: Mark the category in which you would like the funds to be used. Make your check payable to: EARL Public Transit Mail both this form and your check to: NEICAC EARL Public Transit P.O. Box 487 Decorah, IA

20 I would like my donation/bequest used by EARL Public Transit in the following manner: Emergency one time services for an Individual(s) or family(s) in need of transportation services. To assist in the purchase of training materials and equipment as needed by Transit. At Transit s discretion where needed. Other - Per stated below If you would like additional information, regarding donations, bequests or what they are used for please feel free to call the Transit office at or toll free at

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