OKALOOSA COUNTY TRANSPORTATION DISADVANTAGED COORDINATING BOARD

Transcription

1 OKALOOSA COUNTY TRANSPORTATION DISADVANTAGED COORDINATING BOARD Staff to Okaloosa-Walton TPO Mailing: P.O. Box 11399; Pensacola, FL Carolyn Ketchel Street: 4081 E. Olive Rd., Ste. A; Pensacola, FL Chairperson (850) Fax: Toll Free: Beatrice Love-Moore Web Site: Vice-Chairperson May 10, 2018 TO: FROM: SUBJECT: MEMORANDUM Transportation Disadvantaged Coordinating Board and Interested Parties Okaloosa County Transportation Disadvantaged Coordinating Board Tuesday, May 23, 2018 Okaloosa County Transportation Disadvantaged Public Hearing and Coordinating Board Meeting The Okaloosa County Transportation Disadvantaged Local Coordinating Board will hold a Public Hearing on Wednesday, May 23, 2018 at 10:00 am, at the Okaloosa County Administration Building (training room), 1250 N Eglin Parkway, Shalimar, FL; followed by the Board Meeting. If there are any questions, please contact Howard Vanselow, Transportation Planner at , extension 231 or by at howard.vanselow@wfrpc.org. I. Call to order PUBLIC HEARING II. III. IV. Board Members and staff introductions Public Hearing Any person who wishes to address the Board is requested to fill out a speaker request form obtained from staff. Speakers are asked to introduce themselves and to limit their remarks to three minutes. Close Public Hearing BOARD AGENDA I. A. Call to order B. Approval of the Agenda C. Approval of February 28, 2018 Board Meeting minutes For Action Presentation: Chair (Item I-C) II. Old Business:

2 III. New Business: A. Membership Certification For Action Presentation: TPO Staff (Agenda Item III-A) B. Transportation Disadvantaged Service Plan (TDSP) For Action Presentation: TPO Staff (Agenda Item III-B) C. Community Transportation Coordinator (CTC) Report For Information Presentation: CTC Staff (Agenda Item III-C) D. Transportation Planning Organization Quarterly Report For Information Presentation: TPO Staff (Agenda Item III-D) E. Okaloosa County Transportation Disadvantaged Coordinating Board meeting schedule For Information Presentation: TPO Staff (Agenda Item III-E) F. Commission for the Transportation Disadvantaged Correspondence For Information Presentation: TPO Staff (Agenda Item III-F) G. Grant Review For Information Presentation: CTC/TPO Staff (Agenda Item III-G) V. Public Comments: Any individual who wishes to address the Board is requested to fill out a Speaker Request Form obtained from TPO staff. VI. Adjourn The next coordinating board meeting is scheduled for Tuesday, August 29, 2018 at 10:00 am. VISIT OUR WEB SITE AT: FOR FULL AGENDA PACKETS AND ADDITIONAL TRANSPORTATION PLANNING INFORMATION The West Florida Regional Planning Council (RPC) adheres to the Americans with Disabilities Act and will make reasonable modifications for access and language for this meeting upon request. Please call Ms. Dorothy McKenzie Toll Free at , extension 230. Requests must be made at least 48 hours in advance of the meeting in order to allow the RPC time to provide the requested services. Florida Law and Title VI of the Civil Rights Act of 1964 Prohibits Discrimination in: Public Participation is solicited without regard to race, color, national origin, sex, age, religion, disability or family status. Persons believing they have been discriminated against on these conditions please contact Brittany Ellers, x220 or brittany.ellers@wfrpc.org. FL Relay System: Voice; TTY.

3 AGENDA ITEM I-C SUBJECT: Approval of minutes BACKGROUND: The minutes from the February 28, 2018 Board meeting will be reviewed and approved by the local coordinating board. REQUESTED ACTION: A motion and vote to approve the February 28, 2018 Board meeting minutes. Okaloosa County TD Agenda Page 3 of 56

4 OKALOOSA TRANSPORTATION DISADVANTAGED COORDINATING BOARD MEETING MINUTES 2/28/18 Ft. Walton Beach Transportation Planning Organization (Designated Staff) Okaloosa County Administration Bldg N. Eglin Pkwy., Training Room Shalimar, Florida Date of Meeting 5/17/17 8/23/17 10/26/17 2/28/18 Agency for Health Care Admin. John Vinski/Alt Vacant P P P P Children at Risk Renea Black/Alt Vacant A A P P Citizen Yvonne Earle/Alt Vacant Vacant P P P Citizen User of Transportation Vacant/Alt Vacant Vacant Vacant Vacant Vacant Community Action Algie King/Alt Samantha Ortiz A A A A Department of Education Brian Mingo/Alt Art Dreaden P P P P Department of Elder Affairs Gwendolyn Rhodes/Alt Sharon Searcy P P P A Disabled William Collette/Alt Vacant A A P A Elderly Cecilia Hanley/Alt Vacant A A A A Elected Official-Chair - Carolyn Ketchel /Alt Beatrice Love-Moore A P P P FL Department of Children & Families Phyllis Gonzalez/Alt Susan King S. King P S. King P S. King P A FL Department of Transportation Toni Prough/Alt Quinton Williams A A A P Local Medical Community Vacant/Alt Vacant Vacant Vacant Vacant Vacant Mass Transit Vacant/Alt Vacant Vacant Vacant Vacant Vacant Private Transportation Industry Joe Kennedy/Alt Larry McFarland L. McFarland P L. McFarland P L. McFarland J. Kennedy L. McFarland P Public Education Jay McInnis/Alt Timothy Duffey A A A A Veterans Beatrice Love-Moore/Alt Vacant P P P P CareerSource Okaloosa Walton Will Miles/Alt Michele Burns W. Miles P P P P Okaloosa County TD Agenda Page 4 of 56

5 OTHERS PRESENT: INTRODUCTIONS: Howard Vanselow, Dorothy McKenzie, Bob Berkstresser, Diane Jackson, Elliot Kampert, Kimberlie McDonald, Janet Willis, Zach Ballasone, Dan Deanda, Caitlin Cerame, Ron McElhose, B. Lovejoy, Shastela Gamble, Scott Anthony, Lelia Trippe Chairperson Ketchel called the meeting to order. Introductions were made, and visitors were welcomed. I. Call to order and Approval of the February 28, 2018 Board Meeting minutes Chairperson Ketchel called the meeting to order. As required by the Commission for the Transportation Disadvantaged (CTD) and Florida Administrative Code (5)(a), the minutes from the February 28, 2018 TD Coordinating Board meeting were submitted for approval by the TD Board. Mr. Vinski stated that there was a correction for the minutes. On Page 3, Item C., Paragraph 2, change clients that do now want to pay, to clients that do not want to pay. Action: Mr. Vinski made a motion to approve the February 2018 board meeting minutes with correction; Mr. McFarland seconded, and the motion was unanimously approved. II. New Business A. Community Transportation Coordinator Evaluation Mr. Vanselow stated that the following participated in the evaluation: Mr. Miles, Ms. Earle, Mr. McFarland, and Ms. Black. He reviewed the evaluation report. Mr. Vanselow said that there is an effort to have clients utilize fixed route service when possible. The goal is to transfer 100 door-to-door riders to the fixed route service. There was a ride along of the service by those participating in the evaluation. standards were met satisfactorily. All Mr. Vanselow continued to review the measurable standards and goals. On-time performance was not met. The goal was 90% and was actually 83.22%. The new goal for no shows is less than 5%. The no shows for the year were 6.73%. Mr.Vanselow reported that there were 31 accidents. The goal of one accident per 100,000 miles was unmet. All other measurable standards were met. Mr. Miles provided comments on his trip observations. He communicated with the driver, other passengers, and staff at the dialysis unit. He said the dispatch function is to coordinate rides for the clients. He further stated that the regarding operations the staff is very professional. He found the interaction between customers and drivers to be outstanding. Okaloosa County TD Agenda Page 5 of 56

6 Mr. Miles stated that the drivers use tablets to communicate with dispatch. The tablets were placed on the floor between the seats. He thought the tablets need a place to be stored or mounted. Mr. Miles observed a cancellation at the door of the client. The client was to be taken to dialysis that day. He said the driver has to wait for communications with dispatch before he can move. He said information is on the tablet and on a hard copy form. The tablet is used to indicate a no show/cancellation. He thought the process could be more efficient. The trip to dialysis was cancelled. Mr. Miles went to the dialysis center to obtain their staff s comments. He provided a letter from the dialysis center. He said the dialysis center thinks the transportation service is very important. The dialysis center is very grateful for the transportation service. Their patients are at the clinic for three to five hours. The patients must ride along the normal transportation route and wait, when there is a cancellation, for the next order. Mr. Miles suggested not including dialysis patients on the regular transportation route with all the other customers. Chairperson Ketchel said the Ipads should be secured. Regarding the dialysis patients she stated that it is a grave illness and asked how the problem may be solved. Mr. McElhose, the general manager of Maruti, addressed the dialysis problem. He said one of the problems is that the system is funded partially by the federal transit restrictions. He said any time you receive funding from the FTA you have to be 100% in compliance with FTA, and that FTA does not make a designation between someone going to dialysis and someone going to the store. He said Maruti does everything they can for people going to dialysis. Mr. McElhose said that most of the times when they have to wait due to a cancellation, the trips are with Logisticare or Secure Care. The driver has to notify dispatch that the rider is not there. Logisticare or Secure Care has to be called to let them know the person is not there, and receive an okay to leave. He said they are presently working to improve the problem. Chairperson Ketchel asked Mr. McElhose what ideas have been put forth to correct the problem. Mr. McElhose said one of the problems is that the system is overloaded. The system is overloaded because when the system was originally created, it was setup in the Crestview and northern area. The riders pay $1.00 for their fare. They burden the system because they only pay $1.00 to go from Crestview all the way to Destin. He said the way they are going to fix that problem, is that at the next Council meeting, they will introduce an increase in the fares. Presently it is cheaper to ride door-to-door service than to ride public transit. New public transit routes will be implemented to get people off door-to-door service. He said they have long trips that go to Pensacola and Panama City Beach. He said this week they started to control the trips so there is one driver that goes back and forth to Pensacola, providing all the trips. This can make people wait. These are not dialysis trips. Chairperson Ketchel said she was most concerned with dialysis patients. Mr. Mingo said dialysis is a separate issue and needs to be addressed separately. He said the area is growing. He asked what it will take to fix transportation. He works for Okaloosa County TD Agenda Page 6 of 56

7 Vocational Rehab and has clients that cannot get to work. It is an ongoing problem that is affecting their ability to survive. Mr. McFarland asked what sanctions they face from the feds if they treat any population differently. Mr. McElhose said if federal regulations are violated funding can be taken away. Mr. McFarland asked if they use a different type of transit, and set aside dialysis, if there was a process to notify them in advance. He thought that because of the severe medical status of patients that another option could be used for them. He asked if that action would put them at odds with the rule to treat everyone the same. Mr. McElhose said Mr. McFarland s suggestion would be a problem. He stated that the dialysis problem is a national problem. He stated the way to fix the problem is improving the fixed route operations. He said he has already recommended to the County, that a bus run from the Walmart at Ft. Walton County on US 98. The bus will go down US 98 and end its route at Uptown Station. When the bus comes in it will meet another bus around the commons that will go across the bridge into Niceville, and go around by way of the airport and meet at Uptown Station. Mr. McElhose said in Crestview Route 14 goes from Crestview to Niceville. They are attempting to add extra service on all the routes. He said presently there are so many people on the door-to-door service that they can t provide special service. He said most people going to dialysis are not paying the copay. One dialysis patient owes them $287 for rides. He said they talked to the dialysis center in an attempt to have the dialysis center pay some of her fare. The contract is setup that in the event the people do not pay their fare, Maruti pays the fare. They want a no fare-no ride policy; however, in the case of dialysis they would not refuse a ride Ms. Earle described a rider s experience. They had to go from Ajax Drive to pick up a lady and take her to Publix. The next rider was going to Destin. The driver said she was going to pickup both riders, drop the lady off at Publix in Mary Esther, and go on to drop off the other passenger in Destin at a nursing home. Ms. Earle thought it may help if someone from the County talk to the nursing homes. The lady was picked up by the airport at Destin Rehab. The client did not want to take the trip, but had to go. The lady was not properly sitting in a chair; she was leaning back. The client was in pain and had to go for treatment for five hours and then return. Ms. Earle said they had to take the client back in because they did not want to move her, and the driver did not want to touch her to get her properly in the van. Ms. Earle found a nurse, and got the client sitting upright. The foot rest was not in the vehicle so they had to take the lady back off and get the foot rest in. No one in the nursing home was available to assist. The trip was 35 minutes behind at this point. The rider was upset and cried. The vehicle traveled through Destin through bumpy construction. They arrived at dialysis and no one was at the door. Ms. Earle took the lady into the center. Ms. Earle said the nursing home did not help. She also stated the nursing home had a van. Chairperson Ketchel asked if they no longer provided dialysis trips if the federal funding would be affected. Mr. McElhose said they cannot prioritize. Ms. Earle said she had an employee at the same nursing home and could not get a ride to dialysis one time. The nursing home had a van and the home took her. Ms. Earle said 90% of the nursing homes have vans. Chairman Ketchel said it would be more appropriate for the nursing to take their people because they are medically Okaloosa County TD Agenda Page 7 of 56

8 trained and know their people. Ms. Earle said the CTC drivers are not trained to handle clients that are upset and in pain. Mr. Elliot Kampert said the nursing homes think their job is done when they make the call. He said a driver was accused of being lackadaisical when the driver was trying to find a client in the nursing home. Mr. Kampert said when the vehicle shows up at the door the client is supposed to be ready. This is not always the case. He said part of the problem is liability which is why the nursing homes don t want to drive their own vans. When the client is on the CTC vehicle it becomes the CTC s responsibility. He said sometimes nursing homes don t get the client ready or assist because they are understaffed. Mr. Kampert suggested a focus group, with a commissioner present, and with the nursing group. He said they could form a partnership because the CTC can t take all the responsibility. He said the nursing homes should have their clients ready to pick up. He thought nursing home staff should be available when they pick the client up. Chairperson Ketchel asked if they could have a contract with each nursing home stipulating that the nursing home has to sign. She suggested the contract would state that the CTC drivers cannot enter the nursing home, that the patient must be ready on the curb, and that the nursing home must assist getting the patient on the bus. Mr. McElhose said there are no contracts and it would be difficult to get contracts signed. He said the drivers sometimes go in the homes and assist the client to get dressed and get them out of the house. If the driver did not assist, the people would not get to dialysis. Chairman Ketchel said this causes liability problems and should not be done. Mr. Berkstresser said they have clients in wheelchairs, that do not have wheelchair ramps. He said there are numerous problems. There are third party brokers that send them on trips to places such as Miami. Mr. McFarland said he went on the ride along and time was an adaptation to the CTC s chronic tardiness. He said client s doctor offices told patients that whatever time their appointment is, to back it up two hours, so they would not be late at the doctor s office. Mr. McFarland said now the trips are on time and within the window, on a more regular basis, and that it may be time to go back and speak to all the physician offices they typically go to. They could tell the doctor offices it was general practice to offset their scheduled appointment times; however, for the last two years the rides have been 95% on time. Mr. McFarland said they should ask the doctors to encourage their patients to give an accurate time of the appointment when scheduling trips. Ms. Black went on a ride along trip of the service. She said the driver did not have the same level of relationship with clients as other drivers experienced. She thought the driver was new. Her concern was watching the driver do an inspection of the bus while she was not on the clock. The driver went back inside to clock in before driving the vehicle. Mr. McFarland said the drivers are paid 15 minutes of time to do an inspection of the vehicle. He said she simply may have forgotten to clock in before inspecting the vehicle. Okaloosa County TD Agenda Page 8 of 56

9 Action: Mr. McFarland made a motion to approve the evaluation with the additional report from Mr. Miles; Ms. Love-Moore seconded, and the motion was unanimously approved. B. Grant Review Mr. Vanselow said there was a Shirley Conroy grant included in the agenda packet, which is a rural grant. The County is requesting two additional vehicles. Action: Ms. Black made a motion to approve; Ms. Earle seconded the motion; and the motion was unanimously approved. C. rideon Presentation Mr. Deanda said the rideon program provides transportation for employees. They meet with major employers to set up carpools and vanpools. He suggested meeting with the TD board for a workshop. He stated they also meet with entities such as Workforce centers and Veterans. Mr. Deanda said this year the rideon program has worked with Okaloosa County. They attended the Home Show and provided information about the program. Also, the rideon program participated in a chamber event in Okaloosa County, Ms. Cerame stated the emergency ride home registration was included in the agenda packet. She said if people utilize transit, carpools, or vanpools three times a week, they can sign up for the emergency ride program. The registrants receive taxi cab vouchers to ride home in emergency situations. Ms. Cerame said they meet with large employers and there is ride matching program online for carpools and vanpools. An employer resource packet is available that provides different options for transportation. Chairperson Ketchel said the TPO is committed to form a sub committee to put 23 miles of bike paths on paved roads in Okaloosa County. This is part of a multi coast-to-coast intercoastal system. Ms. Cerame said they are working with people in Pensacola that commute to work by bike. The bikers can use the emergency ride program to go home when necessary. Action: Information Only D. Community Transportation Coordinator (CTC) Report Mr. Berkstresser reviewed the quarterly report. The number of trips provided each month is consistent from month to month. The majority of trips are for medical and employment purposes. The trips for the month of December 2017 were slightly decreased. Mr. Berkstresser related that there were 157 unmet trip requests for the quarter. Unmet trip requests for the current year, first and second quarters, were significantly lower than unmet requests for the same quarters last year. The cost per trip increased due to a pay increases for drivers. Okaloosa County TD Agenda Page 9 of 56

10 Mr. Berkstresser said there is an effort to improve no shows for trips. They are contacting the clients that no show to find out the reasons. The on-time performance has improved and complaints have decreased. Mr. Berkstresser said relative to accidents and incidents, that the vehicles are aging. Action: Information Only E. Regional Planning Council Quarterly Report Mr. Vanselow said the quarterly report is sent to the Commission for the Transportation Disadvantaged. Major tasks completed for the quarter included approval of the Annual Operating Report. F. Annual Rider Survey (Demand Response/Paratransit) Mr. Vanselow said the rider survey was handed out on the vehicles. The survey is also online. The due date to receive surveys is March 23, He asked the board members to assist their clients with filling out the surveys. Mr. Mingo suggested a bigger survey because some clients have a difficult reading the survey. It was determined that Maruti hands out small surveys. Mr. Vanselow said the survey is available online. Chairperson Ketchel asked that surveys be brought to the next meeting for the board members. Chairperson Ketchel requested that a telephone number to call be added to the survey to allow someone else to record the answers. Mr. Berkstresser said the survey could be added to the county website and county staff would take the surveys. Action: Information Only G. Commission for the Transportation Disadvantaged Correspondence Mr. Vanselow said that February 14, 2018 was Transportation Disadvantaged Day in Tallahassee FL. The April 11, 2018 business meeting will be held in Pensacola FL. Mr. Vanselow encouraged members to attend the meeting in Pensacola. Action: Information Only III. Annual Board Training Mr. Vanselow said he is available to meet with anyone to learn about the Transportation Disadvantaged program. He related that the board is established by statute. The function of the board is to advise the CTC and develop a service plan. In May 2018 a new service plan will be presented to the board. The Transportation Disadvantaged meetings are public and in compliance with the Sunshine law. Chairperson Ketchel thanked all the board members for their participation. Chairperson Ketchel received a letter from Mr. Daniel Cobbs from Bridgeway. The letter stated that Mr. Cobbs is retiring. Mr. Cobb s alternate, Mr. Larry McFarland, will be resigning Okaloosa County TD Agenda Page 10 of 56

11 effective February 28, Mr. Joseph Kennedy was nominated by the center to become the board member for Bridgeway. Mr. Vanselow said the new membership will be presented at the May 2018 meeting. Action: Information Only IV. Public Comments Scott Anthony 141 Barks Drive Ft. Walton Beach FL Mr. Anthony said he works for Magnolia Manor which is an adult day care facility, that uses the transportation services provided by the CTC. He said it is difficult to make a complaint. He made a complaint on the website; however, he thought the process could be easier. He suggested it be easier to find. Mr. Anthony said he is an Uber driver and on the dash they have magnetic tablets. He said it is safer to have the tablet in front of the driver than to look down at the tablet. Mr. Anthony said one of his clients does not always show up for her appointments. He said she is unable to speak and his organization speaks for her. She is scheduled for rides to the facility and home. He asked that on the occasions they do not bring her to the facility, why they send vehicles to take her home. He found this to be a waste of resources. Chairperson Ketchel said mounting the tablets in the vehicle was a good idea and that they need to do that. She said on the website there should be a complaint department and a compliment department. She said to add these departments and make them easy to use. Mr. Berkstresser said when someone does not show up for a ride, they phone the agencies to see if the person went someplace else so they don t leave someone stranded. Mr. Berkstresser said regarding mounting tablets, he communicated with FDOT a year ago to get mounts on the state contract. He said FDOT just put them on the contract. He said he has done several tests with the mounts. Presently they are using cupholders as a test. They are talking to different manufacturers to get cupholders that will extend further away from the dash. He said FDOT realizes the need to mount the tablets and they now have contracts. Mr. McFarland asked if they have the capacity to text to clients from dispatch. Mr. Berkstresser said most riders don t have the ability to text. Shastela Gumble Mary Esther FL Ms. Gumble said one of the problems she has with transportation is that she never gets to work on time. She said when she has to be to work at 3:00 p.m. she tells them she has to be Okaloosa County TD Agenda Page 11 of 56

12 work one or two hours earlier, and she still does not get to work on time. She said she has drivers that stop to smoke cigarettes. She said the drivers do things they should not be doing. She said her case worker tells her to get the driver s name and the people that schedule her trips. She said some drivers do arrive on time and perform their jobs in a correct manner. She said she almost was in a car wreck several times because they are driving too fast, are on the phone, or texting. She said she is fed up with transportation. She said she has no other options for her transportation. Chairperson Ketchel asked Mr. Berkstresser to speak with Ms. Gumble after the meeting. Mr. McFarland said when there are problems, all they must do is call them, because all the buses have cameras and tapes. He said if someone stands outside the bus smoking they can check the camera. Ms. Gumble said when she calls the font desk they say she is to call 24 hours ahead of time to get on the bus. She said she called Monday to get on a bus for Friday and Ms. Dean, who scheduled the ride, told her to call 24 hours ahead of time. When Ms. Gumble said she was calling 24 hours ahead of time Ms. Dean told her there was no room for her to get on the bus. Ms. Dean told Ms. Gumble to call back Tuesday. Ms. Gumble called Tuesday and she was told Ms. Dean would call her Thursday. Ms. Gumble said it would be too late because she must work Friday. Lelia Trippe Ft. Walton Beach FL Ms. Trippe, representing Vocational Rehabilitation, commented on Ms. Gumble s complaint. She said Ms. Gumble lives in Mary Esther. Ms. Trippe said she has a client in Mary Esther past Hurlburt, that works in Navarre at Winn Dixie. Her client presently has to rely on her father for transportation, which is not always available. Ms. Trippe said Vocational Rehabilitation cannot help her client with transportation because transportation does not want to cross the county line, to get her to her job. She said transportation will take a person to Pensacola for a doctor s appointment; however, will not cross a county line to take someone to work. Mr. Berkstresser said to call if someone is denied a trip. He thought there were not many denied trips. He said they do cross county lines. Ms. Trippe said her client filled out an application and was told that their transportation cannot take her because: 1) the distance to get to her house, and 2) they cannot cross the Santa Rosa county line. Chairperson Ketchell announced that the next meeting will be held May 23, V. Adjourn There being no further business the meeting was adjourned. Okaloosa County TD Agenda Page 12 of 56

13 AGENDA ITEM III-A SUBJECT: Membership Certification BACKGROUND: In preparation for the Annual Membership Certification, the board is asked to review the draft membership certification to determine which members desire to continue serving and solicit recommendations for new members for vacancies. The Membership Certification will be presented to the Okaloosa-Walton Transportation Planning Organization for approval prior to sending to the Commission for Transportation Disadvantaged. Members whose term is ending are eligible to continue serving if willing and able. REQUESTED ACTION: A motion and vote to recommend the Membership Certification to be presented to the Okaloosa-Walton TPO for approval. Okaloosa County TD Agenda Page 13 of 56

14 TRANSPORTATION DISADVANTAGED COORDINATING BOARD MEMBERSHIP CERTIFICATION Okaloosa County, Florida Name (MPO/DOPA): Okaloosa Walton Transportation Planning Organization Address: P. O. Box 11399, Pensacola, FL The Metropolitan Planning Organization/Designated Official Planning Agency named above hereby certifies to the following: 1. The membership of the Local Coordinating Board, established pursuant to Rule (3), FAC, does in fact represent the appropriate parties as identified in the following list; and 2. The membership represents, to the maximum extent feasible, a cross section of the local community. REPRESENTATION MEMBER ALTERNATE TERM (1) Chair (Elected Official) Carolyn Ketchel Beatrice Love-Moore (Vice-Chair) (2) Florida Department of Transportation Toni Prough FDOT Staff (3) Department of Children and Families Phyllis Gonzalez Susan King (4) Local Public Education Jay McInnis Timothy Duffy (5) Florida Department of Education Brian Mingo Art Dreaden (6) Veterans Services Beatrice Love-Moore Vacant (7) Community Action Algie King Samantha Ortiz (8) Elderly Vacant Vacant (9) Disabled William Collette Vacant (10) Citizen Advocate/User Vacant Vacant (11) Citizen Advocate Yvonne Earl Vacant (12) Children at Risk Renea Black Staff (13) Mass/Public Transit N/A N/A (14) Department of Elder Affairs Gwendolyn Rhodes Sharon Searcy (15) Private Transportation Industry Joseph Kennedy Vacant (16) Agency for Health Care Administration John Vinski Provider Unit Staff Agency for Person with Disabilities Staff - pending proposed Rule Section change (17) Workforce Development Board Will Miles Michele Burns (18) Local Medical Community Vacant Vacant SIGNATURE: TITLE: DATE: Okaloosa County TD Agenda Page 14 of 56

15 AGENDA ITEM III-B SUBJECT: Transportation Disadvantaged Service Plan (Minor Update) BACKGROUND: The planning agency staff, Local Coordinating Board (LCB), and the Community Transportation Coordinator (CTC) jointly develop the Transportation Disadvantaged Service Plan (TDSP) every five years and a Minor Update is completed annually, as required by Rule (4), Florida Administrative Code. Several Federal Transit Administration (FTA) grants now require Human Services Coordinated Transportation Plans. The TDSP will serve as the Human Services Coordinated Transportation Plan for Okaloosa County. Services approved for funding must be identified in the TDSP as a need and included in the goals and objectives. The annual TDSP update will be presented at the meeting for LCB review and approval. RECOMMENDED ACTION: A motion and roll call vote to approve the Transportation Disadvantaged Service Plan. Okaloosa County TD Agenda Page 15 of 56

16 OKALOOSA COUNTY TRANSPORTATION DISADVANTAGED SERVICE PLAN (TDSP) FY (THE COORDINATED PUBLIC TRANSIT-HUMAN SERVICES TRANSPORTATION PLAN) Adopted by the Okaloosa County TD Coordinating Board October 26, 2017 Annual Update May 2018 DRAFT Staff to TPO Okaloosa County TD Agenda Page 16 of 56

17 Coordinator Okaloosa County Board of County Commissioners Department of Growth Management Janet Willis, Transit Coordinator & Grants Manager 600 Transit Way Fort Walton Beach, FL Phone: Fax: LCB Chairperson Commissioner Carolyn Ketchel, Chairperson Okaloosa County Local Coordinating Board (LCB) Planning Agency Staff to TPO West Florida Regional Planning Council: Okaloosa-Walton TPO and LCB Staff Howard Vanselow, Regional Planner Dorothy McKenzie, Administrative Professional Post Office Box Pensacola, FL Phone: / Toll Free: Fax: Website: Okaloosa County TD Agenda Page 17 of 56

18 Needs Assessment In assessing the transportation (service and capital purchase) needs and demands for individuals with disabilities, elderly, low income, and high risk and at-risk children, the following projects with estimated costs and funding sources have been identified and are summarized in Table 11 below. TABLE 11 Projects County Estimated Cost Funding Source Purchase replacement paratransit dial-a-ride vehicles to provide transportation for the elderly, disadvantaged and disabled citizens in Okaloosa County. Provide transportation services for disadvantaged and disabled citizens in Okaloosa County coordinated through the CTC. Formula (competitive) grant to enhance mobility for seniors and persons with disabilities by providing funds for programs to serve the special needs of transit-dependent populations beyond traditional public transportation services. Capital and/or operating assistance to provide rural transportation services in Okaloosa County coordinated through the CTC. Capital funding to replace, rehabilitate, and purchase buses, vans, and related equipment, and to construct bus-related facilities. Funds are eligible to be transferred by the state to supplement urban and rural formula grant programs (e.g., 5307 and 5311). To determine whether a new or innovative technique or measure can be used to improve or expand public transit services. Service Development Projects specifically include projects involving the use of new technologies; services, routes, or vehicle frequencies; the purchase of special transportation services; and other such techniques for increasing service to the riding public. Provide transportation services coordinated by the CTC to other human services organizations. Okaloosa $1,160,000 Okaloosa $300,000 Okaloosa To be determined Okaloosa $60,000 Okaloosa Okaloosa Okaloosa Barriers to Coordination The following are continued barriers to adequate coordination: To be determined To be determined $ 464,919 TBD $ 25,000 $ 52,020 Urbanized Area (capital) Urbanized Area (operating) Enhanced Mobility of Seniors and Individuals with Disabilities Non-Urbanized Area Bus & Bus Facilities (5339) Public Transit Service Development Funds CTD-TD Medicaid County Farebox A. Lack of commitment with scarce tax dollars. B. Not enough funding to cover demand. 1) Securing Local funding. 2) Specific issues directly related to funding sources. C. Reluctance of some medical providers to cooperate with transportation coordinator. D. No AHCA providers in local area. E. Eglin Air Force Base geographical location is a barrier separating the North part (Crestview) from the Southern part of Okaloosa County. Okaloosa County TD Agenda Page 18 of 56

19 GOALS, OBJECTIVES, AND STRATEGIES Develop goals, objectives and strategies for the local coordinated transportation program. Goals, objectives, and strategies are critical to the implementation of the Transportation Disadvantaged Service Plan. They are important policy statements that have been carefully considered by the Coordinator and the Planning Agency with the direction and support of the Coordinating Board. They represent a statement of local policy that will be used to manage the future transportation disadvantaged program within the service area. The plan for advancing from where you are today to where you need to be should be presented in this section through long range goals, specific measurable objectives, and strategies. A goal is a statement of purposed intended to define an ultimate end or condition. It reflects a direction of action, and is a subjective value statement. Goals may include more than one objective. That is, there may be more than one milestone necessary to achieve a goal. An objective is a specific, measurable action that can be taken toward achieving the goal. Objectives should be dated. Deficiencies and corresponding corrective actions, as well as any service improvements or expansions should be identified within this section as dated objectives. Strategies are specific actions that will be taken to achieve the objectives. These represent priority actions that will be carried out as part of the planning or quality assurance activities. For accountability purposes, the annual evaluation of the Coordinator should assess both the progress on the strategies themselves and how well the strategies that have been implemented advance the progress towards reaching or achieving the corresponding objectives. The following Goals and Objectives were updated. The Objectives and Strategies are consistent with previous year s Objectives and Strategies. The goals are categorized into service availability, efficiency, quality of service, necessary funding and program accountability. The strategies are pursuant to adequate funding available. Okaloosa County TD Agenda Page 19 of 56

20 GOAL 1: Ensure availability of transportation services to the Transportation Disadvantaged OBJECTIVES 1. Provide service to riders who only have demand response service as means of transportation. 2. Maximize cooperation between entities not involved in the Florida Coordinated Transportation System (FCTS). 3. Continue to promote passenger and general public awareness of all transportation services provided by OCT. EC Rider STRATEGIES GOAL 2: Ensure cost-effective and efficient transportation services. OBJECTIVES STRATEGIES 1. Deliver services via the most cost effective means. a. Continue to efforts to move customers from Paratransit dial-a-ride door-to-door service onto the fixed route system. b. Continue to partner with various agencies to provide transportation. (Ongoing) a. Network with other Community Transportation Coordinators by sharing system improvements and funding opportunities among each other. (Continuous) b. Identify potential Coordination and Purchase of Service Contracts. (Ongoing) a. Pursue educational and marketing opportunities for the paratransit dial-a-ride system through training, new applicant education, brochures, and presentations to community and civic groups. (Ongoing) a. Offer incentives such as free passes for transitioning paratransit dial-a-ride users to fixed route. b. Involve all levels of staff in identifying cost-reducing and/or efficiency-increasing measures that can be implemented. (Ongoing) GOAL 3: Ensure quality of service provided to the Transportation Disadvantaged OBJECTIVES STRATEGIES 1. Maintain courteous and respectful customer relations. a. Continues semi-annual customer relations training and conducts semi-annual screenings to determine call hold and call answer times. (Ongoing) b. Sample on time delivery performance on a quarterly basis. (Quarterly) c. Maintain rider survey rating of overall system performance at a 90% excellent/good/satisfactory rating. 2. Maximize customer comfort and safety. a. Maintain rider survey rating of comfort and cleanliness performance at a 90% excellent/good/satisfactory. b. Conduct safety training as required for new employees and updated for existing employees. (Immediate) c. Continue Driver of the Quarter program based on dependability, no accidents, and no complaints with incentives to the winning drivers. (Ongoing) GOAL 4: Ensure necessary funding to support the program OBJECTIVES STRATEGIES 1. Increase total funds to meet unmet demand for non-sponsored trips. a. Seek funding from local government to provide local match for transportation services while pursuing private funding through community involvement with agencies. (Continuous) GOAL 5: Ensure program accountability OBJECTIVES STRATEGIES 1. Adhere to rules and contract requirements a. Comply with the Community Transportation Disadvantaged contract requirements. (Continuous) of The Commission for the Transportation b. Comply with contract standards and submit an accurate Annual Operating Report including all Purchase of Disadvantaged. Service and Coordination Contracts data. (Continuous) Okaloosa County TD Agenda Page 20 of 56

21 IMPLEMENTATION SCHEDULE Increasing system efficiency is a primary component of this Implementation Plan. The implementation plan also involves execution of the plan s policies and goals & objectives. For the TDSP, the implementation plan identifies actions and activities, type of action required, responsible entity for taking action, and the timing. The Community Transportation Coordinator will provide an overview of the ongoing system improvements and review steps, as well as provide a timeline for actions and strategies to meet the above stated goals. Action/Strategy Responsible Agency Time Frame to be Completed Adopt Transportation Disadvantaged Service Plan (TDSP) Annual Update. LCB May 2017 Endorse Okaloosa County Transit Bus Stop Assessment Plan O-W TPO Aug 2013 Approve Transit Development Plan (TDP) Annual Progress Report. FDOT Oct 2016 Endorse TDP Annual Progress Report. TPO Jul 2016 Adopt TDSP Major Update (every 5 years). LCB Oct minivans received July 2012, 4 cutaways received Aug 2012, and 7 additional cutaways received Oct 2012 for replacement of aged and/or high mileage vehicles. CTC 2012 Public Transportation marketing campaign kickoff. TPO Nov 2012 Procurement and Installation of Bus Stop Shelters. CTC TBD Request for Proposal of Intelligent Transportation System. CTC TBD ITS System Complete. CTC TBD Implement new Internal Destin Route. CTC TBD Adhere to rules and contract requirements of the CTD. CTC Ongoing Attend and report at public meetings. CTC Ongoing Attend media events to promote public transit. CTC Ongoing Continue to develop and refine the transit center concept as a means of expanding new and existing fixed-routes. CTC Ongoing Deliver transportation by most cost effective means. CTC Ongoing Increase total funds to meet unmet demand for non-sponsored trips. CTC Ongoing Maintain courteous and respectful customer relations. CTC Ongoing Maximize cooperation between coordination contractors. CTC Ongoing Maximize customer comfort and safety. CTC Ongoing Promote awareness of all public transit service available. CTC Ongoing Provide service to riders that cannot access fixed-route service. CTC Ongoing Okaloosa County TD Agenda Page 21 of 56

22 The Okaloosa County vehicle replacement plan is summarized in the table below and illustrates the projected schedule for replacing paratransit dial-a-ride vehicles. Model Year Approval Year (w/approva Manfacturer / Model OKALOOSA COUNTY Paratransit Dial-a-Ride Vehicle Replacement Plan FY Type # of Vehicles FY 2013 FY 2014 FY 2015 Replacement Vehicle Years l from Ford Sedan R MOVT Mini Van R Ford Minibus R Ford Minibus R Chevrolet Cutaway Chevrolet Cutaway R Chevrolet Cutaway R Chevrolet Cutaway R Ford Cutaway 0 2 R Chevrolet Cutaway R Replacement Sedan Replacement Mini Van Replacement Minibus R Replacement Minibus Replacement Minibus Replacement Minibus 15 File Location: Transdata\Transit\TDSP 2018 FY 2016 FY 2017 FY 2018 FY 2019 FY 2020 FY 2021 FY 2022 Okaloosa County TD Agenda Page 22 of 56

23 Service Plan OPERATIONS The operations element is a profile of the Coordinator s current system which provides basic information about the Coordinator s daily operations. This element is intended to give someone with little or no knowledge of the transportation operations an adequate level of understanding. A Glossary of Terms is provided in the appendices of this plan. Types, Hours and Days of Service Ambulatory, wheelchair and stretcher service are provided. Dial-a-Ride service provides door to door pick-up and drop-off. Normal vehicle operating hours are Monday - Friday, 5:00 A.M. to 11:00 P.M.; and Saturday 6:00 A.M. to 7:00 P.M. and Sunday 7:00 A.M. to 12:00 P.M. Service is available 7 days a week/24 hours per day. After normal vehicle operating hours, service is limited to urgent transportation needs (Hospital discharges, urgent non-emergency medical care, etc.). Service must be arranged during normal office hours. Deviated Fixed-Route service is available in Crestview - Route 14, Ft. Walton Beach - Routes 1-5, Okaloosa Island - Route 20, Destin to Miramar Beach - Routes 30, 32, 33, and a North/South County Connector - Route 14, with service through Niceville. Mandatory use of the deviated fixed route is required when it will satisfy the transit needs of the client and there are no contraindications of its use by the client. Subscription trips are provided to riders requiring repetitive trips to the same destination 3 or more times per week. Subscriptions must be renewed every 60 days. Trips may be reserved up to 7 days in advance. Accessing Services Reservations/Office operating hours are Monday Friday, 7:30 A.M. to 4:30 P.M. Reservations must be made by 11:59 A.M. the day prior to the requested ride. Reservations must be received by close of business reservations operating hours (1:59 A.M.) the last working day prior to a weekend or holiday transportation. Reservations may be made by calling (South County) or (North County), Monday through Friday 7:30 A.M. to 4:30 P.M. Reservations are closed on weekends and holidays. Cancellations should be made as soon possible. Late cancellations (within 1 hour of scheduled pick up) will be treated as a no show. A No Show is charged when a trip is cancelled within 1 hour of scheduled pick up time or the client is not at the Okaloosa County TD Agenda Page 23 of 56

24 scheduled pick-up location and the driver is no later than 10 minutes after the scheduled pick up time. Three no shows within a 30 day period will result in suspension of service for 30 days. The transportation contractor will issue a warning letter after the second no show advising the client of possible suspension of service. Non-Sponsored/transportation disadvantaged (TD) riders must complete an application with proper documentation to be eligible to utilize TD funds. Eligibility is determined based on availability of other transportation, income, disability, age, a finding of at-risk for children, and the ability to use the deviated fixed route system. Shopping requests are scheduled accordingly: Crestview, Destin, and Niceville areas - Tuesday and Thursday from 10 a.m. to noon. Fort Walton Beach areas - Tuesday and Saturday 10 a.m. to noon. Out of County trips and long distance Okaloosa trips are limited to designated days and times to best meet the needs of passengers and maximize the efficiency and effectiveness of available resources. Transportation Operators and Coordination Contractors Transportation operators are selected through the Competitive Bid process. A selection committee evaluates and scores the proposals based on specific evaluation criteria identified in the proposal and then recommends a contract award to the Okaloosa County Commission for approval. Coordination contractors request to enter into a Coordination Agreement with the CTC to participate in the County s Coordinated Transportation system. The Agreements are presented to the Okaloosa County Commission for approval. Current Coordinated providers are: Pyramid 432 Green Acres Road Fort Walton Beach, FL Pensacola Cares dba Fort Walton Beach Development Center 1045 Mar Walt Drive Fort Walton Beach, FL Public Transit Utilization Continued efforts to shift Dial-a-Ride users to the fixed-route system will continue. The existing fixed-route service, 10 routes, with year round service should facilitate this effort. Additionally, in conjunction with the recently formed Transit Cooperative consisting of county and municipal leaders, current and future routes will be reviewed to improve the fixed-route area of operation, hours of service, days of service, and frequency of runs. School Bus Utilization Current CTC resources are adequate and actually more cost effective than school bus utilization. Vehicle Inventory A Vehicle Inventory of the vehicles utilized in the coordinated system is included in the appendices. System Safety Program Plan Certification Each Transportation Operator and Coordination Contractor from whom service is purchased or funded by local government, state or federal transportation disadvantaged funds, shall ensure the purchasers that their Okaloosa County TD Agenda Page 24 of 56

25 operations and services are in compliance with the safety requirements as specified in Section , Florida Statutes, and Chapter 14-90, F.A.C. The System Safety Program Plan certification can be found in the appendices. Intercounty Services Transportation operators and coordination contractors are required to plan and work with county and municipal community transportation representatives, transportation operators, and coordination contractors in adjacent and other areas of the state to coordinate the provision of community trips that might be handled at a lower overall cost to the community by another Coordinator. Through the efforts of the West Florida Regional Planning Council, discussions have recently begun with Escambia, Santa Rosa, and Okaloosa Counties to study the feasibility of coordinating transportation through the 3 counties. These discussions will continue as we receive updated census data and new urbanized area boundaries are determined. Emergency Preparedness and Response The County contracted transportation operators and coordination contractors are an integral element of the County s Disaster Preparedness Plans. The County contracted transportation operator serves as ESF-1 in the County Emergency Operations Center. During periods of emergencies, the County contracted transportation operator supports operations by providing vehicles and drivers to meet requests by Okaloosa County Public Safety. Educational Efforts/Marketing Marketing efforts continue to focus on transportation services available to all residents of the County. Presentations to local service agencies as well as nationally affiliated clubs will continue. Flyers have been sent to all local clubs, organizations, and groups as well as inserts to in-house publications and the local Chambers of Commerce. Items are also published in the local newspapers and used by local radio shows. Staff has appeared on public interest television shows. The County contracted transportation operator, in conjunction with the recently formed Transportation Cooperative consisting of county and municipal leaders, will develop and circulate additional releases and advertising. Acceptable Alternatives Requests For Proposal (RFP) will continue to be developed to try and contract a private operator to help us expand our night and weekend services and continued efforts will be made to obtain additional stretcher service operators for our clients. Promoting the deviated fixed route system is another alternative that could reduce trip costs for riders. Service Standards The Community Transportation Coordinator and any Transportation Operator from whom service is purchased or arranged by the Community Transportation Coordinator shall adhere to Commission approved standards. These standards include: Drug and Alcohol Policy. For safety sensitive job positions within the coordinated system regarding preemployment, randomization, post-accident, and reasonable suspicion as required by the Federal Transit Administration. Escorts Companions and children. Okaloosa County children under the age of twelve (12) require an escort companion. The requirement may also be imposed if the child has special needs or exhibits behavior problems. The minimum age of escorts companion must be 18 years or older. Okaloosa County TD Agenda Page 25 of 56

26 Child Restraints. The Okaloosa LCB, in accordance with Florida Statute, Title XXIII, Chapter , Child restraint requirements, must ensure children 5 years of age and under are transported in a crash tested, federally approved child restraint device. Additionally, the Okaloosa LCB has determined that infants (birth to 20 pounds) are required to be transported in an infant carrier, which is the responsibility of the parent or guardian. The transportation operator does not provide infant carriers. The transportation operator provides limited child restraint seats for children greater than 20 pounds up to child restraint maximum rated capacity of 50 pounds. Clients must request a child restraint seat when placing their transportation reservation/request. Rider Property. Property that can be carried by the passenger in one trip and can safely be stowed on the vehicle, shall be allowed to be transported with the passenger at no additional charge. Passenger property includes wheelchairs, child seats, stretchers, secured oxygen, personal assistive devices, or intravenous devices. Vehicle Transfer Points. Shall provide shelter, security, and safety of passengers. Local Toll Free Phone Number for Consumer Comment. Shall be posted inside the vehicle. The TD Helpline phone number, 1 (800) , shall also be posted inside all vehicles of the coordinated system. The local complaint process shall be outlined as a section in the local Transportation Disadvantaged Service Plan including, advising the dissatisfied person about the Commission s Ombudsman Program as a step within the process as approved by the local Coordinating Board. All rider information/materials (brochures, user s guides, etc.) will include the TD Helpline phone number. Out of County Trips. Shall be provided only when the rider cannot be accommodated within Okaloosa County. Medical documentation is required. Vehicle Cleanliness. The interior of all vehicles shall be free from dirt, grime, oil, trash, torn upholstery, damaged or broken seats, protruding metal or other objects or materials which could soil items placed in the vehicle or provide discomfort for the passenger. Billing Requirements to Contracted Operators. All bills shall be paid within 7 working days to subcontractors, after receipt of said payment by the Community Transportation Coordinator, in accordance with Section , Florida Statutes. Rider/Trip Data. Must be maintained or accessible by the Community Transportation Coordinator on each rider being transported within the system. Adequate Seating. For Dial-a-Ride services shall be provided to each rider and escort, child, or personal care attendant, and no more passengers than the registered passenger seating capacity shall be scheduled or transported in a vehicle at any time. For transit services provided by transit vehicles, adequate seating or standing space will be provided to each rider and escort companion, child, or personal care attendant, and no more passengers than the registered passenger seating or standing capacity shall be scheduled or transported in a vehicle at any time. Driver Identification. Drivers for Dial-a-Ride services, including coordination contractors, shall be required to announce and identify themselves by name and company in a manner that is conducive to communications with the specific passenger, upon pickup of each rider, group of riders, or representative, guardian, or associate of the rider, except in situations where the driver regularly transports the rider on a recurring basis. Each driver must have photo identification that is in view of the passenger. Name patches, inscriptions or badges that affix to driver clothing are acceptable. For transit services, the driver photo identification shall be in a conspicuous location in the vehicle. Okaloosa County TD Agenda Page 26 of 56

27 Passenger Assistance. The Dial-a-Ride driver shall provide the passenger with boarding assistance, if necessary or requested, to the seating portion of the vehicle. The boarding assistance shall include opening the vehicle door, fastening the seat belt or utilization of wheel chair securement devices, storage of mobility assistive devices, and closing the vehicle door. Assisted access must be in a dignified manner. Drivers may not assist wheelchair up or down more than one step. Smoking and Eating on Vehicles. Is prohibited in any vehicle. Cancelled Late and No-Show Policies. The Community Transportation Coordinator and the Local Coordinating Board shall jointly develop a policy on passenger no-shows. Assessing fines to passengers for no-shows is acceptable but such policy and process shall be identified as follows: Trips should be cancelled by 12 noon the day prior to the scheduled pick up time. This type of cancellation would be considered a Cancelled in Advance (CA) and would not be considered a cancel or no-show. Trips that are cancelled after 12 noon to 2 hours prior to the scheduled pickup time will be classified as a Cancelled Late (CL) and will be documented by ECR. Trips that are cancelled within 2 hours of the scheduled pickup time will be classified as a No-Show (NS). The contractor will contact the client to determine the cause for the no-show. The contractor will share the information within the organization to reduce No-shows and recorded in Trapeze. Trips that are cancelled at the door are considered a No-Show. The contractor will contact the client to determine the cause for the no-show. The contractor will share the information within the organization to reduce No-shows and recorded in Trapeze. If a driver is later than minutes from the scheduled pick-up time and the client is not present or cancels at the door, the trip will be classified as a Missed Trip and will not be counted as a No-Show. If the client frequently fails to notify the appropriate office with the terms stated above, then that client may be subject to suspension. If the client responds to any cancelled late or no-show notifications and provides acceptable, verifiable evidence that the cancelled late or no-show was due to unforeseen and unavoidable circumstances, the missed trip will not be counted against the client. Cancellations should be called into the transportation coordinator offices at for Fort Walton Beach and the South County or for Crestview and the North County. First Occurrence - Documented by ECR. Second Cancelled Late or No Show A letter of warning will be sent from the CTC or transportation operator. Third Cancelled Late or No Show within 30 consecutive days of the first no show listed in the Warning Letter, a letter notifying the client that they have been suspended from service for a thirty-day period will be sent by the CTC or transportation operator. After reinstatement When the client is reinstated and 3 infractions occur within 60 days, the suspension will be 60 days. Okaloosa County TD Agenda Page 27 of 56

28 Clients or representatives must be counseled on the policies and responsibilities of using the coordinated system (i.e., canceling trips appropriately, shared ride, cost to CTC, future loss of transportation.) If a client feels that he/she had been unfairly suspended the client may appeal through the Grievance Procedure of the LCB or CTC. No Show Policy. EC Rider has established the following No Show policy for Dial-a-Ride clients. Passengers who establish a pattern or practice of excessive No Shows shall be subject to suspension of service. This policy is necessary in order to recognize the negative impact No Shows have on other passengers and service provided. A passenger is considered a No Show if the passenger fails to board at the scheduled pick up locations when the driver has wait 5 minutes during the 45 minute pick up window. EC Rider has a 45 minute pick up window that means that means your ride may arrive anytime from 30 minutes prior to your scheduled pick time to 15 minutes after your scheduled pick up time Example: If your scheduled pick up time is 9 AM the driver may arrive anytime between 8:30 AM 9:15 AM. All riders must then be ready to board the vehicle during the entire 45 minute pick-up window and the driver will only wait 5 minutes. Example: If a driver arrives at 9 AM the driver will wait until 9:05 AM before departing. If you re a driver arrives before your scheduled pick up time, the rider does not have to board the vehicle until the scheduled pick up time and the driver will only wait 5 minutes after the scheduled time. Example: If you are scheduled for a 9 AM pick up and the vehicle arrives at 8:50 AM you do not have to board the vehicle until your scheduled time but the vehicle will only wait until 9:05 before leaving for the next passenger pick up. An individual is considered a No Show if he/she is not available for pick up as described above. Each leg of a client s trip is treated separately. If a client misses a scheduled pick up, EC Rider will not cancel that passenger s return trip. If the client does not appear for the return trip, that incident will count as a No Show as well. A client will be counted as a No Show for each leg of any trip they fail to cancel and do not appear. Clients will not be penalized for No Shows or late cancellations due to circumstances beyond their control. Example: Cancelations due but, not limited to power outages, family emergency, illness or error caused by EC Rider. Once a client shows a trend or has in excess of 15% cancelations in a 30 day period, call the client to remind them of their increasing No Shows and explain the affect No Shows have to the systems resources and other clients. Explain when to call to avoid a No Show. You will frequently find a simple reason and solution to the No Show such as client has relocated, on vacation, in the hospital, visiting family transporting and some forget they are on a standing order. Excessive No Shows in excess of 15% of the client s total trips in a 3 month rolling period may or may not result in sanctions as described below. Once a client shows a trend or has in excess of 15% cancelations in a 1 month period, call the client to remind them of their increasing No Shows and explain the affect No Shows have to the systems resources and Okaloosa County TD Agenda Page 28 of 56

29 other clients. Explain when to call to avoid a No Show. You will frequently find a simple reason and solution to the No Show such as client has relocated, on vacation, in the hospital, visiting family transporting and some forget they are on a standing order. Document the call, date, time, person spoke with and the details of the conversation from both perspectives. Excessive No Shows in excess of 15% for 2 months. Notify the client a second time, reminding them of the previous documented conversation. If necessary, send a warning letter. Reference your previous conversations, outline the No Show incidents and explain the consequences if the trend continues and reaches a 3 month rolling period. Excessive No Shows in excess of 15% for 3 months. Notify the client telephonically and in writing they will be suspended from service for a period of up to 30 days. Once the 30 days has passed, the client may begin receiving service. If the No Show trend continues in excess of 15% following the reinstatement of services, the client may be suspended for additional periods of time. Suspension Removal. Suspension will only be removed by the sponsoring agency and the CTC or transportation operator. Upon any conversation following a suspension of service the clients or representatives must be counseled on the policies and responsibilities of using the coordinated system (i.e., canceling trips appropriately, shared ride, cost to CTC, future loss of transportation.) If a client feels that he/she had been unfairly suspended the client may appeal through the Grievance Procedure of the LCB or CTC. Communication Equipment. All vehicles providing service within the coordinated system, shall be equipped with two-way communications in good working order and audible to the driver at all times to the base. Vehicle Air Conditioning, Heating Equipment, and Camera System. All vehicles providing service within the coordinated system, shall have working air conditioners, and heaters and cameras in each vehicle. Vehicles that do not have a working air conditioner, heater or camera will be scheduled for repair or replacement as soon as possible. First Aid Policy. Drivers are not required to have First Aid training. Cardiopulmonary Resuscitation. Drivers are not required to have CPR training. Pick-Up Window. Clients are to be ready for pick up minutes prior to their scheduled pick-up time. The pick up window for your trip will be minutes before or 15 minutes after your scheduled pick up time. For scheduled returns, clients are expected to be dropped off 15 minutes before or after the scheduled drop off. Appointment/Requested Late Drop-off Time. For clients with appointment or a requested late drop-off time, the operators are expected to be deliver clients no earlier than 30 minutes before and no later than the appointment or requested late drop-off time. On-Time Performance. The primary operator will have a 90% on-time performance rate for all completed trips. Income Eligibility - Income eligibility will be based on 200% of the Federal Poverty Guideline based on the most current federal fiscal year. Income eligibility may be adjusted by the Program Manager based on the availability of resources. Individual exceptions meeting the Federal Poverty Guideline must be approved, in writing, by the Program Manger or CTC. Any adjustments or exceptions will be briefed and approved at the next available Local Coordinating Board (LCB) meeting. Okaloosa County TD Agenda Page 29 of 56

30 Advance Reservation Requirements. Advance reservations for Dial-a-Ride trips must be made by 11:59 A.M. CT the day prior to the requested ride. Additionally, reservations must be received by 1:59 A.M p.m. CT the last working day prior to weekend or holiday. Same day demand response trips, which provide little advance notification, will be reviewed on a case-by-case basis. Public Transit Ridership. Continue efforts to move customers from paratransit dial-a-ride door-to-door service onto the fixed route system to provide greater independence for applicable riders. Complaints. Total complaints per year shall not exceed 0.5% (0.005) of the total trips per year. Accidents. The maximum allowable number of accidents during any one evaluation period will be 1 chargeable accident per 100,000 miles. Road Calls. There should be no less than 10,000 miles between each road call. Call Answering Time. The CTC office attempts to answer all calls within 12 seconds, approximately four rings. Driver Criminal Background Screening. All drivers in the coordinated system must have a favorable Level 2 background screening. Local Complaint and Grievance Procedure/Process The Community Transportation Coordinator (CTC) has established the following grievance procedure as authorized by the Commission for the Transportation Disadvantaged pursuant to Chapter 427, Florida Statutes and Rule 41-2, F.A.C. A formal grievance is a written complaint to document any concerns or an unresolved service complaint regarding the operation or administration of TD services. The CTC shall make every effort to resolve any problems at the complaint stage prior to becoming a grievance. Step 1: The CTC formal grievance process shall be open to addressing concerns by any person or agency including but not limited to: purchasing agencies, users, potential users, private-for-profit operators, private non-profit operators, the designated official planning agency, elected officials, and drivers. By contacting the CTC office, a written copy of the grievance process and rider policies will be made available to anyone, upon request. The CTC will be responsible for posting on all vehicles in plain view of riders, including transportation subcontractors and coordination contractors, the contact person and telephone number for access to information regarding reporting service complaints or filing a formal grievance. All grievances filed must contain the following information: 1. The name and address of the complainant. 2. A statement of the reasons for the grievance and supplemented by supporting documentation, made in a clear and concise manner. 3. An explanation of the requested relief desired by the complainant. Okaloosa County TD Agenda Page 30 of 56

31 All formal grievances submitted to the CTC shall be mailed to: Okaloosa Board of County Commissioners Transit Coordinator and Grants Manager 1804 Lewis Turner Blvd, Suite 200 Ft. Walton Beach, FL Phone: Step 2: If the aggrieved party is not satisfied with the CTC decision, they may have the Local Coordinating Board (LCB) Grievance Committee hear the grievance and make recommendations to the CTC on their behalf. To request a LCB Grievance Committee contact the Okaloosa County Transportation Disadvantaged Coordinating Board Chair at P.O. Box 11399, Pensacola, FL (phone x231 or ). Step 3: If satisfaction cannot be achieved at the local level, a grievance/complaint can be submitted to the Commission for the Transportation Disadvantaged (CTD) Ombudsman Program/TD Hotline at Similar to the LCB, the Commission for the Transportation Disadvantaged can hear a grievance and make recommendations or advise the CTC. Apart from these grievance processes, aggrieved parties also have recourse through Chapter 120, F.S., administrative hearing process or the judicial court system. Note: At any point in the grievance process, the grievant may submit the grievance to the, CTC, Local Coordinating Board (LCB) or the Commission for Transportation Disadvantaged Ombudsman. CTC Monitoring Procedures of Operators and Coordination Contractors and Coordination Contract Evaluation Criteria The CTC conducts an annual evaluation of its Operators and Coordination Contractors to ensure contractual compliance. The CTC monitors Operators and Coordination Contractors by examining the areas listed in the Safety Compliance Review. The review is conducted on an annual basis to ensure compliance with the Safety System Program Plan, Commission and locally approved standards, and insurance requirements. The evaluation report is provided to the Local Coordinating Board for review. A written letter and report are issued to the Operators and Coordination Contractors citing items that require corrections. A deadline is given for corrections to be made. A follow up monitoring is conducted if necessary. Okaloosa County TD Agenda Page 31 of 56

32 Quality Assurance The Local Coordinating Board reviews and approves the Service Plan and it is submitted to the Commission for the Transportation Disadvantaged for final action. The Commission provides feedback on what areas of the plan need to be modified for next year. The previous Transportation Disadvantaged Service Plan (TDSP) signed review letter and roll call sheet are included in the appendices. The previous TDSP was approved and no items were cited as deficient or inadequate. Community Transportation Coordinator Evaluation Process A Local Coordinating Board subcommittee assists the planning agency in evaluating the Community Transportation Coordinator on an annual basis. The evaluation of the CTC is based on performance indicators, measures of effectiveness and efficiency, and level of coordination. The evaluation worksheets are included in the appendices. In an effort to monitor the services provided to the transportation disadvantaged by the CTC, an annual survey of the riders is conducted. The data is used to identify areas where the CTC is achieving its goals and objectives and areas where they are not. The rider surveys were conducted at the beginning of the year. A summary of the survey results along with a comparison of the previous two years are included in the appendices along with the comments that were submitted. The survey results indicate that 54% of the trips were for medical/dental purposes and 24% were for school/work. It should be noted that 41% use community transportation 11 or more days a month. If community transportation was not provided, 47% indicated that they would not be able to make the trip while 19% indicated they would ride with someone else. Okaloosa County TD Agenda Page 32 of 56

33 ORGANIZATION CHART Figure 2 Okaloosa County Board of County Commissioners Organizational Chart Board of County Commissioners Legal Services County Administrator Tourist Development Administrative Services Corrections Growth Management Oakloosa Regional Airport Public Safety Public Works Water and Sewer Court Services Facility Maintenance Emerald Coast (EC) Rider Fleet Operations Human Resources Information Systems Purchasing Risk Management Veterans Service Office County Extension Law Library Library Cooperative Museum Okaloosa County TD Agenda Page 33 of 56

34 OKALOOSA COUNTY Dial-A-Ride Operated by Maruti ORGANIZATION CHART Figure 3 Okaloosa County TD Agenda Page 34 of 56

35 Vehicle # OKALOOSA COUNTY VEHICLE INVENTORY Year Type AMB W/C Stretcher Manf VIN Cost Sedan Ford 3FAHP07137R $15, Pick up Ford 1FTM1CM7BKD35493 $14, Cutaway Chevrolet 1GB6G5BGXE $74, Cutaway Chevrolet 1GB6G5BG1E $119, Cutaway Chevrolet 1GB6G5BG5E $74, Cutaway Ford 1FDGF5GY4FEA54365 $95, Cutaway Chevrolet 1GB3G2BG0B $67, Cutaway Chevrolet 1GB6G5BG4E $74, Cutaway Chevrolet 1GB6G5BG1E $74, Minibus Ford 1FDZX2XMXHKA73508 $67, Minibus Ford 1FDZX2XM8HKA73507 $67, Minibus Ford 1FDVU4XG0HKB22079 $65, Minibus Ford 1FDVU4XG0HKB22082 $69, Minibus Ford 1FDVU4XG7HKB22080 $65, Minibus Ford 1FDVU4XG8HKB22086 $69, Minibus Ford 1FDVU4XG0HKB22083 $69, Minibus Ford 1FDVU4XG2HKB32273 $69, Minibus Ford 1FDVU4XG4HKB32274 $69, Minibus Ford 1FDVU4XG6HKB32275 $69, Mini Van MOVT 57WMD1A68EM $46, Mini Van MOVT 57WMD1A65EM $46, Sedan Ford 3FAHP07187R $16, Sedan Ford 1FAFP53U07A $15, Sedan Ford 3FAHP07167R $15, Cutaway Chevrolet 1GB6G5BG0B $72, Cutaway Chevrolet 1GB6G5BG0B $71, Cutaway Chevrolet 1GB6G5BG5B $71, Cutaway Chevrolet 1GB6G5BG5B $72, Cutaway Chevrolet 1GBJG31K $73, Cutaway Chevrolet 1GBJG31K $73, Cutaway Chevrolet 1GBJG31K $73, Cutaway Chevrolet 1GB2007E4V1247F $84, Cutaway Chevrolet 1GB6G5BG7B $71, Cutaway Chevrolet 1GB3G2BG3B $67, Cutaway Chevrolet 1GB3G2BG9C $67, Cutaway Chevrolet 1GB3G2BG6B $67, Cutaway Chevrolet 1GB3G2BG6B $67, Cutaway Chevrolet 1GB6G5BG7E $74, Cutaway Chevrolet 1GB6G5BG5E $74, Cutaway Chevrolet 1GB6G5BG6E $74, Cutaway Chevrolet 1GB6G5BG7E $74, Cutaway Chevrolet 1GB6G5BG4E $74, Rpl Year Okaloosa County TD Agenda Page 35 of 56

36 Vehicle # OKALOOSA COUNTY VEHICLE INVENTORY Year Type AMB W/C Stretcher Manf VIN Cost Rpl Year Cutaway Chevrolet 1GB6G5BG5E $74, Cutaway Chevrolet 1GB6G5BG3E $74, Cutaway Chevrolet 1GB6G5BG9E $74, Cutaway Chevrolet 1GB6G5BG7E $71, Cutaway Chevrolet 1GBE4V1958F $91, Cutaway Chevrolet 1GB6G5BG8E $71, Cutaway Chevrolet 1GB6G5BG1E $71, Cutaway Ford 1FDGF5GY6FEA54366 $95, Trolley Freight 4UZAB9BV55CU61711 $139, Trolley Freight 4UZAB9BV27CZ21068 $139, Minibus Ford 1FDVU4XG2HKA67571 $68, Okaloosa County TD Agenda Page 36 of 56

37 OKALOOSA COUNTY COMMUNITY TRANSPORTATION 2018 RIDER SURVEY COMMENTS 1. I just started using it and I'm wondering why 2. I like my transit bus. I love the driver. They are so very kind. 3. Everyone very courteous. Very pleased with the service. Bus # Miss Q is an excellent driver and has great interpersonal skills. Talks to her riders and is always courteous. She is a joy! 5. Cindy is a very professional driver. Always courteous, extremely helpful, and a very pleasant person. Also very safe driver. 6. Cindy was very kind and helpful. 7. Very very courteous and helpful. Thank you Thank you 8. There was an unruly rider today, he was loud to the driver (all unnecessary). Driver was pleasant and helpful. 9. Thank you so much for the rides. 10. I have been using your service for 22 years and very happy you offer it. 11. Not aware of other means of transportation. 12. I like riding the bus. Think it would be nice to ride on weekends too! 13. Wait time after appointment can sometimes be long. 14. Get more drivers stop making the drivers have such a tight schedule 15. Overall great. 16. Driver was on-time for pickup. Bus was new and very clean. 17. This service is excellent for me. 18. The program provides needed services for those who otherwise would not have the necessary transportation i.e. disabled, and those without vehicles. 19. I never get to an appointment on time. Always late. 20. Need Saturday runs!! Need to be able to schedule two weeks ahead. 21. They don t meet my times at transit. Breakdown from Secure Trans and transit times change - can't bring me home at times. 22. Crestview bus drivers need to stay in Crestview they know the routes up there. Ft. Walton drivers need to stay in Ft. Walton! 23. Professional 24. Very good driver (Emily). 25. Driver, Cindy is extremely personable and helpful. Okaloosa County TD Agenda Page 37 of 56

38 OKALOOSA COUNTY COMMUNITY TRANSPORTATION 2018 RIDER SURVEY COMMENTS 26. I was thinking it was 15 minutes before but it's 30 minutes. My pickup time is at 6 am driver came at 5:30 am rushing one day. Rushing not courteous. 27. A few times I asked for car seat - was not provided. 28. Transit system picked me up today at 7:45 am when my appointment time was at 9 am Got to my appointment at 8 am! An hour early 29. Please give Emily a raise. She deserves it. Excellent and pleasant. 30. Dispatch is not trustful about where the ride is and very difficult to get hold of them. I depend on transportation to my appointments on time. 31. I really like riding on the bus but I hate being late for work. 32. I have been riding transportation for several years and overall I have seen improvements the company has made. However pick up times can still do with some adjustments based on scheduling. 33. I get put on hold way too much and they never get back on. 34. The driver we had today was very helpful and it was a nice ride to and from Doctor appointments. Thank you :) 35. Some of the drivers on Route 2 won't go to the Mary Esther post office unless they see someone at the bus stop. If we are standing away for the bus stop the driver won't see us and not drive to the bus stop to make sure. 36. Scheduler needs to be more aware of times and needs. I am late to work too much 37. The drivers are late a lot of times picking me up in the evening time. And there have been several times that they have come to pick me up to be at work almost an hour early. 38. Drivers like Ms. Ollie, Mary, M. Troy, and Mike make it so comfortable and secure. They always help me carry my tote bag inside. 39. Drivers very good - office very poor. 40. I couldn't do without the buses. I pray for staff and drivers every night. 41. I am pleased with the service my son receives. 42. Regular drivers "take care of me" in my motorized chair. I call them "My Angels". 43. This trip was time sensitive and required me to be present in a certain timeframe limit or face loss of employment. It was close but the driver was excellent in her navigation skills rendering me on time. Thank you. 44. Sometimes they can be too late or too early, but other than that all is good. 45. Very Good. 46. Cindy has been great. Most of my issues are with arriving on time. 47. Waiting periods for return home can get crazy. Hardly ever on time. Up to one hour of wait time. Okaloosa County TD Agenda Page 38 of 56

39 OKALOOSA COUNTY COMMUNITY TRANSPORTATION 2018 RIDER SURVEY COMMENTS 48. Drivers are excellent. Problems are change and checks need to be accepted. Scheduling has been a problem. 49. Takes too long to pick you up. 50. Sometimes after you get picked up I ride for an hour. 51. Reservations could be more faster and on time. 52. Afternoon runs are late half hour to an hour and a half. Morning is good. 53. When calling dispatch, put me on hold or answering machine. Reserved rides get filled up to often to where I have to find another way to get to my appointments. Missed connections with VA transportation from Eglin to Pensacola for very important Doctor's appointment. Once the "Rider" never showed and the other showed at dropoff time. 54. Excellent service. 55. Stop picking people up so early cause of your schedule. 56. The Bridgeway staff are upbeat and very professional. They are caring and understanding in a crisis situation. 57. Ride the wave is fun and the people there are nice and kind 58. Overall, the service has greatly improved from what it was a one point after Maruti took over. There are still some days when I'm picked up very late from work, however, due to other drivers not showing up for work. At one time, Maruti had a few "runners" that would be able to pick up the slack when a driver didn't show up, but I found out that they didn't have those anymore - at least, that's what a driver told me. The current operations manager is very willing to work with me, though - I had a situation where I got sick at work and had to come home early, and he was able to find a driver to pick me up within 30 minutes of my calling him, which I greatly appreciated! Okaloosa County TD Agenda Page 39 of 56

40 OKALOOSA COUNTY RIDER SURVEY RESULTS & COMPARISONS Maruti Maruti Maruti QUESTION # RESPONSE DEPENDABILITY - Schedule a trip 1 A - Very Good % 23% 44% for the time period I need? B - Good % 25% 36% C - Neutral % 19% 12% D - Poor % 17% 7% E - Very Poor % 17% 2% Total % 100% 100% SERVICE RUNS WHEN I NEED IT? 2 A - Very Good % 27% 41% B - Good % 18% 33% C - Neutral % 21% 19% D - Poor % 17% 7% E - Very Poor % 18% 1% Total % 100% 100% EASY TO ARRANGE TRIPS? 3 A - Very Good % 26% 48% B - Good % 30% 32% C - Neutral % 21% 13% D - Poor % 11% 3% E - Very Poor % 11% 4% Total % 100% 100% IT IS CONVENIENT TO CHANGE 4 A - Very Good % 22% 34% SCHEDULED TRIPS WHEN B - Good % 23% 36% NECESSARY? C - Neutral % 19% 25% D - Poor % 21% 1% E - Very Poor % 16% 4% Total % 100% 100% COMFORT / CLEANLINESS 5 A - Very Good % 44% 57% The vehicles are clean and B - Good % 43% 34% maintained? C - Neutral % 7% 6% D - Poor % 3% 2% E - Very Poor % 3% 2% Total % 100% 100% THE DRIVER PROVIDES A SAFE 6 A - Very Good % 54% 76% AND COMFORTABLE RIDE? B - Good % 34% 20% C - Neutral % 8% 4% D - Poor % 0% 0% E - Very Poor % 3% 1% Total % 100% 100% WAITING TIME - The vehicle picks 7 A - Very Good % 19% 19% me up within 30 minutes of my B - Good % 18% 50% scheduled time? C - Neutral % 22% 17% D - Poor % 13% 8% E - Very Poor % 29% 7% Total % 100% 100% I ARRIVED AT MY DESTINATION 8 A - Very Good % 22% 46% AT THE SCHEDULED TIME? B - Good % 21% 30% C - Neutral % 20% 11% D - Poor % 17% 7% E - Very Poor % 21% 5% Total % 100% 100% Okaloosa County TD Agenda Page 40 of 56

41 OKALOOSA COUNTY RIDER SURVEY RESULTS & COMPARISONS Maruti Maruti Maruti QUESTION # RESPONSE COST - Amount I pay for my trip 9 A - Very Good % 65% 76% is reasonable? B - Good % 21% 15% C - Neutral % 10% 7% D - Poor % 2% 0% E - Very Poor % 2% 2% Total % 100% 100% THE RESERVATIONIST IS 10 A - Very Good % 43% 68% PLEASANT? B - Good % 31% 21% C - Neutral % 19% 5% D - Poor % 5% 3% E - Very Poor % 2% 2% Total % 100% 100% THE DRIVERS ARE COURTEOUS 11 A - Very Good % 59% 75% AND HELPFUL? B - Good % 29% 20% C - Neutral % 8% 5% D - Poor % 2% 0% E - Very Poor % 1% 1% Total % 100% 100% OVERALL COURTESY OF 12 A - Very Good % 43% 64% EMPLOYEES? B - Good % 32% 26% C - Neutral % 19% 7% D - Poor % 2% 2% E - Very Poor % 4% 1% Total % 100% 100% OVERALL SATISFACTION OF 13 A - Very Good % 24% 44% SERVICES? B - Good % 24% 32% C - Neutral % 19% 20% D - Poor % 19% 4% E - Very Poor % 15% 1% Total % 100% 100% WHERE ARE YOU GOING ON 14 A. Med/Dent % 49% 54% YOUR TRIP (FINAL DESTINATION)? B. Sch/Wrk % 33% 24% C. Groc/Shop % 6% 8% D. Rec/Errand % 1% 2% E. Other % 10% 11% Total % 100% 100% ON AVERAGE, HOW OFTEN DO 15 A. Rarely % 1% 6% YOU USE COMMUNITY B. 1-2 days % 7% 9% TRANSPORTATION A MONTH? C. 3-4 days % 14% 23% D days % 23% 22% E. 11+ days % 55% 41% Total % 100% 100% IF NOT BY COMMUNITY 16 A. Drive % 4% 4% TRANSPORTATION, HOW B. Would not go % 43% 47% WOULD YOU MAKE THIS TRIP? C. Carpool % 35% 19% D. Other % 13% 18% E. Bus Service % 5% 12% Total % 100% 100% Okaloosa County TD Agenda Page 41 of 56

42 AGENDA ITEM III-C SUBJECT: Community Transportation Coordinator (CTC) Report and Information BACKGROUND: The Local Coordinating Board shall on evaluate services provided by the CTC and seek innovative ways to improve cost-effectiveness, efficiency, and safety. In order to fulfill this requirement the board has requested that the CTC provide a quarterly summary of coordination activities and a financial report of sponsored and nonsponsored trip costs in Okaloosa County. CTC staff may also provide any additional information in an effort to keep the Local Coordinating Board informed of the progress being made to the Dial-A- Ride/Paratransit System. County Updates: Quarterly Report Maruti Updates: REQUESTED ACTION: For Information. Okaloosa County TD Agenda Page 42 of 56

43 Okaloosa County Coordinated Transportation Report CTC: Okaloosa County Board of County Commissioners Operated as EC Dial-A-Ride by Maruti Transit Group Client, Child, Escort Jan Feb Mar Total 3rd Quarter Ambulatory 9,174 8,826 10,116 28,116 Jan - Mar Non-Ambulatory 2,269 2,075 2,530 6,874 FY Total 11,443 10,901 12,646 34,990 Trip by Purchaser CTD / Non-Sponsored 4,034 3,984 4,664 12,682 All TD less TD5 & TDZ APD / Med Wavier 0 Med/ Logist/ A2C/ST 1,591 1,517 1,664 4,772 LOG/A2C/ST DCF 0 Dept of Ed / VR VRF Dept of Elder Affairs ,194 BBB FDOT / ,042 1,942 2,098 6,082 TD5 Local Gov't 0 DOC/Mid Bay/OCE Local Non-gov't 0 TDZ TDZ Other Total 8,042 7,916 9,058 25,016 Week Day/Sat/Sun % 92.8/6.7/ /7/ /8.2 /0.5 Trip by Purpose Medical 3,888 3,644 4,226 11,758 Employment 2,313 2,586 2,801 7,700 Education/Training Nutrition ,199 Other 1,287 1,006 1,273 3,566 DC, SCP,SOC, SHP Total 8,042 7,916 9,058 25,016 Total Trips Provided Comparison by Quarter FY Q1 Q2 Q3 Q4 Total Trips 23,411 23,805 25,016 Year to Date 72,232 Previous Year Q1 Q2 Q3 Q4 FY ,742 21,066 19,960 23,362 Previous Yr Total 88,130 Jan Feb Mar Total Vehicles in Service N/A Revenue Miles 97,043 91, , ,662 Revenue Miles Comparison by Quarter FY Q1 Q2 Q3 Q4 Total Revenue Miles 294, , ,662 Year to Date 871,260 Previous Year Q1 Q2 Q3 Q4 Previous Yr Total FY , , , ,720 1,045,593 Okaloosa County TD Agenda Page 43 of 56