School Transportation Challenges: School Year Start-Up Presented By: Florida Dept. of Education, School Transportation Management Staff 62 nd Annual Florida Association for Pupil Transportation Summer Conference July 5-9, 2009 Naples Beach Hotel & Golf Club Naples, Florida

How STMS Handles Parent Complaints Complaint is received by one or more State contacts (ie: Governor, Commissioner, etc.) Complaint is entered into the “CorrFlow” System, and assigned an ID number for tracking Complaint is forwarded to the appropriate state agency State agency forwards the complaint to the proper department

How STMS Handles Parent Complaints (con’t) Assigned department supervisors select Specialist to handle the complaint. Specialist has 24 hours to complete the investigation and prepare a response letter to complainant. Response letter is sent for proof reading and returned to Specialist for corrections. Corrected response is then sent to proofing again, then forwarded to the original state contact for appropriate signature.

How STMS Handles Parent Complaints (con’t) The whole process takes about five (5) days to complete and involves multiple departments and agencies. Consequences are in place when due dates are not met.

Complainant (your parents and citizens) Complaint forwarded to appropriate agency Complaint entered into “CorrFlow” system Complaint received by state contact (written or electronic) Complaint forwarded to appropriate department Department supervisor assigns Specialist Specialist forwards response to supervisor Specialist contacts Transportation Dept. Specialist reviews complaint Specialist contacts complainant Specialist prepares response (written or electronic) Response is returned for corrections Response is corrected And re-submitted for proofing Supervisor sends response for proof reading Response is submitted to the original state contact for signature Response is sent to original complainant and transportation director Response is submitted to Deputy Commissioner for signature

How Can You Help? Advise your staff that when STMS calls to inquire about a situation, it is in response to a “CorrFlow” or phone call from one of your parents or citizens. STMS needs your staff’s cooperation to adhere to the mandated response timelines. Please give our calls priority. We want to help keep the parents or citizens off your backs, but we need staff cooperation to make that happen. Let us help you! If possible, please provide us with a specific point of contact and number that is free and clear of switchboards and automated messages.

How Can You Help? (con’t) Please do not tell your parents that DOE made you do it. DOE sets requirements for school bus operators, bus specifications and inspections. That is it. DOE offers guidance, training and assistance with law and rule interpretation and support. Local districts have sole discretion to do what they want. (ie: bus stop locations, walking routes, 2 mile determination, etc.) STMS has zero enforcement authorization. STMS will advise parents that they were mis- informed by the district if your staff tells them that “DOE made us do it”.

What Topics Are Complained About The Most? 2-mile walking distance. Bus stop moved from previous year. Bus stop locations. Late bus pick-ups/drop offs. Un-reachable transportation department staff. Un-reachable dispatchers, supervisors and directors. Bus cleanliness. Operator/Attendant attitudes and behaviors. Length of time on the bus. Perceived IEP violations.

What Topics Are Complained About The Most? (con’t) Charter school transportation. School bus over crowding. Hazardous walking. Bus stop supervision. Student behavior while on the school bus.

Training and In-Service All travel is suspended, unless critical in nature. DOE will be available to assist with in-service training and preparation remotely, using Skype® video calling services. Classroom Instructor and CDL Tester training classes will be conducted as needed in Tallahassee (Leon County) only, at the discretion of STMS staff. Inspector certification will continue to be held regionally, in reduced numbers, and at the discretion of STMS staff.

Your STMS Contacts – Charlie Hood Director (850) Ronnie H. McCallister Asst. Director (850) Katrina Bond Staff Assistant (850) Herman Carter Transportation Specialist, Operations (850) Bud Fletcher Transportation Specialist, Fleet & Monitoring (850) Kay Kanupp Transportation Specialist, Operations (850) Terri Egler Transportation Specialist, Fleet (850) Jamie Warrington Transportation Specialist, ESE (850)