1. 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

2. 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

3. 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

4. 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

5. 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

6. 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

7. 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

8. “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

9. 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

10. 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