DJ Cross Transp. Consulting Coping with Customer Challenges Doug Cross, Douglas J. Cross Transportation Consulting Shonna Halterman, City of Clovis Transit Mark Wall, Lake Transit Authority CalACT 2007 Spring Conference & Expo Tenaya Lodge 12/6/2018 DJ Cross Transp. Consulting

Types of Customer Challenges Rude or disruptive behavior Illegal behavior Failure to abide by system rules Inability to independently access or ride services Chronic complaints Creating health, sanitary, or other hazards 12/6/2018 DJ Cross Transp. Consulting

Types of Rules Governing Behavior Rider’s guides (Print/website/accessible formats) - Rights and responsibilities - Prohibited behaviors - “Minimum capabilities” required to use paratransit service Separate policy statements (Fixed route and paratransit should be comparable) Laws and regulations Signage 12/6/2018 DJ Cross Transp. Consulting

Enforcement of Policies, Rules, and Laws Training and procedures for drivers, dispatchers, supervisors, and managers to deal with incidents Use of video cameras, undercover ride monitors, or other investigative aids Coordination with law enforcement and school officials Mitigation by allowing attendants to accompany passenger to control behavior Administrative procedures for sanctions (such as suspension of service) and related appeals Rights under ADA and other consumer protections 12/6/2018 DJ Cross Transp. Consulting

Examples of Disruptive Behavior Assault or threats of physical or verbal abuse Unlawful harassment, including unwelcome verbal, nonverbal, or physical behavior having sexual or racial connotations Sudden or loud verbal outbursts which could threaten the health of fragile riders or the driver’s safe attention on driving Unauthorized use of equipment on vehicles Soiling the vehicle with bodily fluids or waste, or thereby creating a hazard to others, including vehicle operator 12/6/2018 DJ Cross Transp. Consulting

Examples of Failing to Follow Service Rules Refusal or failure to keep safety belts fastened Refusing to allow wheelchairs to be secured Repeated violation of standards for boarding vehicles in a timely manner Failure to maintain mobility aids so that hazards are not created Blocking aisleways with carts, strollers, or other items Bringing too many/too large packages Carrying pets other than legitimate service animals without container Falsifying paratransit eligibility application information 12/6/2018 DJ Cross Transp. Consulting

Examples of “Minimum Capabilities” Required to Use Paratransit Service Enter and exit the vehicle voluntarily— be able to follow the driver’s instructions and not require an inordinate amount of coaxing or force; not require a specific caregiver/family member to be present Not require supervision from the driver while the vehicle is in motion - stay buckled in seat or wheelchair while the vehicle is moving and not attempt to move around the vehicle (cont’d next slide) 12/6/2018 DJ Cross Transp. Consulting

“Minimum Capabilities” continued Be able to refrain from touching other riders, the driver, or the seats of the driver and other riders Refrain from sudden or loud verbal outbursts which could threaten the health of fragile riders or the driver’s safe attention on driving Age or other definitions for children to be considered able to ride independently – age, grade in school, or other qualifiers should match policies for fixed route 12/6/2018 DJ Cross Transp. Consulting

DJ Cross Transp. Consulting Minor Infractions on Transit under Section 640 of the California Penal Code ($250 fine) Fare evasion Misuse of transfers, passes, tickets, or tokens to evade fare payment Playing sound equipment Smoking, eating, or drinking in prohibited areas Expectorating (spitting) Willfully disturbing others with boisterous or unruly behavior Carrying explosives, acid, flammable liquid, or toxic/hazardous materials (cont’d next slide) 12/6/2018 DJ Cross Transp. Consulting

Minor Infractions (continued) Urinating or defecating in facilities or vehicles, except when beyond the person’s’ control due to disability, age, or medical condition Willfully blocking the free movement of another person (except for certain lawful labor actions) Skateboarding, roller skating, bicycle riding, or roller blading Unauthorized use of a discount ticket or failure to present acceptable proof of eligibility, as defined in postings required by law 12/6/2018 DJ Cross Transp. Consulting