Custom and Paratransit Initiatives

Topics Service Area Safety & Training No-Show Policy Information Sharing

Service Area Feedback Parallel Service Equitable policy Time and resources 1.5 kms buffer around fixed route system Identifying effects in each area Working on plan to address current vs. new applications Legislated in U.S.

Penticton Custom Transit Service Area

Kamloops Custom Transit Service Area

Kelowna Custom Transit Service Area

Quesnel Custom Transit Service Area

Next Steps Feedback & data Complete impact assessment Senior Leadership Team Develop plan for each community Discussions with municipalities Annual Operating Agreements

 Training budget  Train the Trainer

No-Show Policy Pattern of missed trips Late cancellations = within 2 hours of pick-up Intentional, repeated, or regular actions Not isolated, accidental, or singular incidents Frequency of individual's rides and no-shows must be considered

No-Show Policy “Beyond the rider’s control”: Illness precluding rider from calling to cancel Personal attendant did not arrive on time to assist rider Mobility aid failed Sudden turn for the worse in someone with variable condition

No-Show Policy Transit agency error: Vehicle arrived late, after the pickup window Vehicle arrived early, before the pickup window, and rider was not ready to go Vehicle never arrived Vehicle went to wrong location

No-Show Policy Proposed: Frequent riders  4 no-shows in 30 days triggers investigation Infrequent riders  2 no-show in 30 days triggers investigation Frequent = > 6 rides/week Infrequent = < 6 rides/week

No-Show Policy Transit agency has the right to suspend those who no-show 1 st offence: Two weeks suspension 2 nd offence: Three weeks suspension 3 rd offence: One month suspension 4 th offence: Possible removal from the system

No-Show Policy Suspensions: Alerting the Rider of No-Shows Alert riders about no-shows as they occur Include information about contacting transit agency if no-show was beyond rider’s control Before any suspension, transit agency must notify rider in writing, citing specifically: Reason for proposed suspension and length No-show dates, times, pickup locations, and destinations

Strategies For Reducing No-Shows:  Record special pickup instructions (e.g. side door)  Capture telephone numbers in reservation process  Educate riders  Work with riders to address causes of no-shows

The Rider’s Role in Reducing No-Shows Confirm pickup window when you call Call to cancel ASAP Be ready and watching for vehicles throughout pickup window Provide detailed pickup instructions Provide all telephone numbers and confirm they are correctly recorded If you are subscription rider, call in any changes in your plans, such as vacation

Information Sharing More than “just numbers” Invaluable to planning process Contribute to policy guidance Necessary indicators for possible expansions