1. ADA American with Disabilities Act The ADA was created to provide basic civil rights protections for people with disabilities

2. The Structure of the ADA Title I: Employment Title II Part A: State and Local Government Title II Part B: Public Transportation Title III: Private Entities Title IV. Telecommunications Title V. Miscellaneous

3. Title II - Part B Public Transportation Mandates nondiscrimination on the basis of disability in the provision of transportation services Is enforced by the Department of Transportation Regulated by Title 49 Transportation, Part 37 Transportation Services for People with Disabilities, and Part 38 ADA Accessibility Specifications for Transportation Vehicles

4. The ADA ADA is a civil rights law Guarantees people with disabilities an opportunity to participate in community life Transportation services are key to participation CDTA is required to train all personnel in proficiency – Operating vehicles & equipment safely – Treating all individuals with respect and in a courteous and efficient way

5. Fixed-Route Assisting the Customer Priority Seating Service Animals Reasonable Modifications

6. Assisting the Customer A bus operator must treat all customers with courtesy and respect A fixed route bus needs to enter a bus stop and make sure the stop announcements are done Ask customers if they need assistance-don’t assume

7. Assisting the Customer A fixed route operator must deploy the ramp/lift upon request An fixed route operator must ask customers to move out of priority seating to accommodate a person using a wheelchair or a person that requests to sit in that area Assisting with fare and fare box usage

8. Customer Service Use their first name when speaking with them. Speak directly to the customer and not their companions Speak clearly with a normal tone and speed; unless the customer requests otherwise Give all customers the same information and choices

9. Customer Service Remember a person’s disability may not always be visible to others Never make assumptions about the customer Emphasize the person; not the disability Use person first language-such as a “person who uses a wheelchair” instead of “wheelchair user” Treat all customers with respect and dignity Treat adults as adults

10. Customer Service Do not touch customers without their permission If asked to repeat or write, do so calmly and pleasantly Be patient and allow the customer to take their time

11. Customers Who Use Wheelchairs Ask the customers how to assist them Do not hold or lean on any mobility device without permission Make no assumptions how to operate mobility aids You are responsible to know how to secure all types of wheelchairs on all CDTA equipment All Supervisors must have a set of Blue Straps at all times

12. Customers with Hearing Impairments Customers with Hearing Impairments (having notebook, pen or pencil with you helps to communicate) Face customers when speaking with them Do not raise your voice(doing so distorts your lip movement and makes lip reading difficult) Be sure to notify the customer of any schedule changes i.e. reroutes Be aware of any barriers or obstacles around a bus stop and inform the customer

13. Customers with Visual Impairments Always identify yourself Ask the customer if they need assistance Respond verbally to the customers so that they will know you have heard them Reasonable assistance may be required to pay fare. Count out loud the money for the fare Be aware of any barriers or obstacles around a bus stop and inform the customer

14. Person With a Non-Apparent Disability A person may have a brain injury, epilepsy, mental illness, autism, Alzheimer’s, or developmental disability Be cautious about interpreting behavior. For example, the actions of people with epilepsy have been mistaken for drunkenness What seems like unusual behavior could be the result of a persons hearing loss, or it could be the persons lack of understanding or fear

15. Communicating With a Person who has a Disability It’s not what you say, but how you say it Always communicate directly with the individual and not the companion, caregiver or personal assistant. (even though they may be able to assist) Allow extra time for the person to process what you are saying

16. Communicating With a Person who has a Disability Speak clearly, slowly and in a calm friendly tone Verify that the individual understands you You may need to use visual cues, pointing to things to show what you mean You may need to move to an area with less distraction and noise Be patient and supportive

17. Stop Announcements All buses must pull into a bus stop Bus routes and direction are to be announced at all bus stops Route orientation are to be announced at various intervals Stop announcements are to be made upon request

18. Service Animals Service Animals are Individually trained to do work or perform tasks Dogs are the most common service animals, but in accordance with U.S. DOT ADA regulations, other animals may be service animals. 1.Is this animal required because of a disability? 2.What work or task has this animal been trained to perform related to your disability? You may not ask about the nature of the person’s disability You may not require documentation that the animal is certified as a service animal It may be any one species of animal or dog Service animals are not limited to be used by visually impaired A person may have more than 1 service animal Never touch or talk to the service animal. The owner must keep the animal under control at all times Comfort animals are not service animals and must be crated.

19. Maintenance The ADA requires transit agencies to maintain in operative condition those features of vehicles necessary to make the vehicles accessible. A pattern of interruption in service or an overly long interruption could be discrimination under the ADA. The transit agency may not put a bus with a broken lift or ramp into service. If the next bus won't come for more than 30 minutes, the transit agency must provide prompt alternative service. i.e. STAR

20. Maintenance 1.The ADA requires that accessibility features must be repaired promptly. 2.When an accessibility feature is out of order, the transit agency must take reasonable steps to accommodate individuals with disabilities who would otherwise use the feature.

21. Fleet Upkeep Lifts Ramps Kneeling mechanisms Automatic stop announcement annunciators Wheelchair securement devices on buses and vans Fare payment equipment Clear paths of travel Other systems to facilitate communications with people with impaired vision or hearing.