IMMEDIATE NEEDS TRANSPORTATION PROGRAM OPERATING GUIDELINES

IMMEDIATE NEEDS TRANSPORTATION PROGRAM OPERATING GUIDELINES EFFECTIVE: July 1, 2016

Table of Contents Mission Statement........ 3 Background of the Program....... 3 Narrative Description of the Geographic Division... 4 Transportation Subsidy Fare Media..... 5 Criteria for Distributing Agencies...... 7 Procedures for Distributing Agencies..... 7 Criteria for Subsidy Recipients...... 13 Criteria for Participating Cab Companies.... 14 Procedures for Participating Cab Companies.... 16 Acknowledgement Page (Signature Required).... 19 2

MISSION STATEMENT To provide supplemental transportation assistance to meet the basic needs of individuals with limited resources. BACKGROUND OF THE PROGRAM The Immediate Needs Transportation Program (INTP) began in 1992 to ensure the availability of transportation to persons with an immediate transportation need and no other resources to meet that need. Beginning as a taxi coupon program distributing to targeted participants, INTP has since expanded to $11 coupons (from an initial amount of $7 in 1992) and includes distribution of Variable Value Vouchers to meet specific, urgent needs, as well as transit tokens and SCRIP. The Immediate Needs Transportation Program provides subsidized taxi service and/or transit subsidy for Los Angeles County residents with limited resources who have a transportation need and no other resources to meet that need. The service is made available throughout Los Angeles County via a wide range of not-for-profit and government agencies that distribute taxi coupons, taxi vouchers, transit tokens and/or SCRIP to their clients. The Los Angeles County Metropolitan Transportation Authority (LACMTA) provides funding for this program. The Immediate Needs Transportation Program is built upon a cooperative partnership between the two lead agencies: International Institute of Los Angeles (IILA) and FAME Assistance Corp. (FAC). Each operates under an agreement with LACMTA, shares in major decision-making related to the program's direction, manages the program in its own geographic area, and reports directly to the LACMTA. 3

NARRATIVE DESCRIPTION OF THE GEOGRAPHIC DIVISION OF FAC and IILA IILA's area for working with distributing agencies lies north of the line described below and FAC's area lies to the south: Start at the Pacific Ocean on Sunset Boulevard and go northeast to its intersection with Hollywood Boulevard. Follow Hollywood Boulevard east to Sunset (near Vermont). Follow Sunset southeast to the Harbor Freeway. Follow the Harbor Freeway southwest to the Santa Monica Freeway. Follow the Santa Monica Freeway southwest to Alameda Street. Follow Alameda Street south to Artesia Boulevard. Follow Artesia Boulevard east to the San Bernardino County line. FAC continues to serve the Union Rescue Mission. 4

TRANSPORTATION SUBSIDY FARE MEDIA There are three types of transportation subsidies under the INTP: Ø $11.00 Taxi Coupon Ø Variable Value Voucher (VVV) Ø LACMTA Tokens/AVTA Day Pass An individual participant may receive $11 taxi coupons, LACMTA tokens, and/or SCRIP. Regardless of the specific subsidy or combination of subsidy issued, an individual may not receive more than $35 in subsidy value per month. VVV s will be issued only in urgent cases, as determined by the agency. Taxi Coupons Each coupon has a fixed maximum value of $11.00. For estimating purposes, this covers a distance of approximately 3 miles. If a ride exceeds the value of one coupon, the difference is to be paid by the passenger in cash. No more than one coupon may be used for a single one-way trip. Only cab companies on the current roster of approved cab companies may be used for INTP trips. Drivers will not give change if the smart meter reading is less than the value of the coupon used for the trip. No portion of a coupon may be used as a tip for the driver; coupons are good for smart meter amount only. A maximum of two coupons per month will be given to an eligible participant, with a maximum value of $22.00. Variable Value Vouchers VVVs are available only to certain agencies such as hospitals, shelters, the corrections department and those serving homebound seniors, with no ACCESS (ASI), or medical transportation. Though they can be used for medical transportation, they must never be used in lieu of an ambulance in life-threatening situations. Agencies authorized to distribute VVVs are allotted a maximum monthly authorized amount and should not exceed this amount. 5

VVVs do not have an individual preprinted value. An agency authorized to distribute VVVs must call a cab company to receive a not-to-exceed amount for each trip and write this amount on the VVV. The maximum reimbursement/do Not Exceed amount of a VVV is $100 for a one-way trip. Agencies are expected to cover any balance above this amount. (See Pages 15-17 for further instructions) VVVs will not be reimbursed if agencies provide LACTMA with incomplete information. (See Pages 15-17 for further instructions) Transit Tokens & SCRIP Participants who can use regular bus or rail transportation for some of their INTP trips will be issued transit tokens for the appropriate transit system. Metro tokens are available through this program. Each client may receive no more than $35 in transit tokens/scrip. AVTA Day Passes are available through the agencies in the AVTA service area. 6

CRITERIA FOR IILA and FAC FAC and IILA are responsible to comply with the terms of the current MOU including amendment 1.1 that refers to timely reimbursements of Cab companies. In addition, IILA and FAC should follow the criteria and procedures for the distributing agencies listed below. Specially, the sections on accountability, transportation subsidy security, screening for client eligibility, record keeping, training, procedures for distributing transportation subsidies (taxi coupons, VVVs and transit tokens/scrip) should be carefully followed by IILA and FAC. CRITERIA FOR DISTRIBUTING AGENCIES IILA and FAC recognize the importance of careful screening of the agencies that distribute INTP coupons, vouchers and/or transit tokens/scrip. The following are the minimum eligibility requirements for distributing agencies. Additional criteria may be added. The agency must: Be a not-for-profit 501 (c) (3) organization or part of a local jurisdiction (city or county of Los Angeles). Be established in Los Angeles County for at least three years. Operate out of a fixed structure. Have a minimum of 50 people participating in their program, which includes both parent agency and all satellite offices. Be committed to following all program requirements. IILA/FAC recognize the diverse special needs addressed by Los Angeles County's social service organizations. Rather than setting a strict policy defining individuals who are eligible for participation in INTP, IILA/FAC rely on each individual agency to develop its own policy identifying individuals as having an unmet transportation need while maintaining the minimum eligibility criteria set by IILA/FAC (See page 12 for Criteria for Recipients). It is important that agencies recognize that the goal of INTP is to subsidize transportation, and that it is not an entitlement program. Because INTP is to be used by persons without access to other transportation resources, participating agencies are responsible for becoming aware of other transportation resources which might meet clients' needs. PROCEDURES FOR DISTRIBUTING AGENCIES Agencies are to also familiarize themselves with the Participant Eligibility 7

Requirements in this operating manual. Program Requirements Agreement IILA/FAC will enter into an agreement only with organizations that are committed to serving the community and retaining the integrity of the program. A senior official who has authority to sign contracts on behalf of an agency must sign a written agreement with IILA/FAC and provide information needed to complete the Agency Register form. Information on this form includes the name, title, and signature of those individuals authorized to receive coupons/vouchers and/or transit tokens/scrip for the agency, and the name, title, and signature of those authorized to distribute them. Each agency is to notify IILA/FAC immediately of any changes in this form concerning the signature of its senior official. Each agency is to develop and provide to IILA/FAC a set of its eligibility criteria specifying how it will allocate this limited resource and determine individual eligibility. This statement is to include specifics on why the INTP would be selected over other transportation subsidy programs for individuals with urgent transportation needs. If any agency changes its eligibility criteria, these changes are to be submitted to IILA/FAC prior to implementation. IILA/FAC retains the right to cancel its agreement with an agency for any action that jeopardizes the program or any reason IILA/FAC deems appropriate and necessary. Accountability Every agency is responsible for accounting and keeping accurate records of the coupons/vouchers and/or transit tokens/scrip it receives. Every coupon/voucher has a unique serial number on it that is traceable back to the distributing agency and enables the agency to track its handling of coupons/vouchers. No subsidy is to be distributed without following the procedures in this document. From time to time, distributing agencies may be audited by IILA/FAC or asked to track the disposition of a single coupon/voucher. For any audit or coupon/voucher-tracking, full agency cooperation is required. Transportation Subsidy Security Agencies are to keep coupons/vouchers and transit tokens/scrip in a safe place and protect them as cash. Lost or stolen coupons, vouchers, and/or transit tokens/scrip are to be reported immediately to IILA/FAC, and a police report must be made out and submitted to IILA/FAC. Coupons/Vouchers will be replaced, but transit tokens/scrip will be the responsibility of the agency. 8

Screening for Client Eligibility- Each agency must screen for eligibility of all recipients receiving coupons, vouchers, and/or transit tokens/scrip, by completing a Client Intake form. The form shall be accompanied by copies of supporting documents, which establish that the recipient meets the minimum eligibility requirements as set forth by Metro. Qualifying support documents should include identification, residency, domicile, source of income, and/or other documents which demonstrate eligibility. ONLY in cases where such documentation is not available due to homelessness or other exceptional circumstances, the agency providing the service may execute an INTP Agency Affidavit of Eligibility certifying the eligibility of the recipient based on the agency s own knowledge and such an affidavit will be deemed to constitute evidence of eligibility. Record Keeping To control and track usage, each agency is required to record coupon/voucher disbursements in the User Log that accompanies every package of coupons/vouchers. Recipient information is entered in the User Log which is accompanied by each pack of coupons/vouchers. This information includes recipient's name, address and phone number. In order to track and account for every coupon/voucher, every line of the log is to be completed. "Void" is to be written when appropriate, and voided coupons/vouchers retained to be returned to IILA/FAC. Ditto marks on the form are acceptable only for those recipients who receive more than one taxi coupon/voucher at a time. Training Each distributing agency is responsible for attending an initial program orientation/training session provided by IILA/FAC and any additional trainings as deemed necessary by IILA/FAC. Each agency is also responsible for training its own staff to properly execute the program, and for providing additional training on revisions to the program. Receiving Transportation Subsidies (Taxi Coupons, VVVs, Transit Tokens and SCRIP) Authorization to Accept Transportation Subsidies Only authorized staff may accept delivery of and distribute coupons/vouchers and/or transit tokens/scrip. Each agency is to authorize at least one person to sign for and accept delivery of transportation subsidies and at least one person to disburse these subsidies and initial the User Log. Names, titles, and signatures are to be provided on the Agency Register Form. IILA/FAC is to be advised immediately of any changes 9

in personnel authorizations. Subsidy Replenishment Agencies are responsible for following the distribution schedule set forth by IILA/FAC. Procedures for distributing Transportation Subsidies (Taxi Coupons, VVVs and Transit Tokens/SCRIP) Taxi Coupons Agencies are not to distribute coupons/vouchers to agency employees or their families or any of the agency s volunteers who are authorized on the INTP Agency Register Form. Program participants must be present to receive coupons/vouchers, unless the distributing agency has a written mail distribution policy for eligible recipients on file with IILA/FAC regarding its policy for distributing coupons/vouchers to persons not receiving them in person, along with written approval on file from IILA/FAC on their mail distribution policy. The log is to be submitted monthly when the form is completed. Totals of each trip purpose code must be calculated at the bottom of each page. When issuing a coupon/voucher, each agency must ensure that the agency name, "name of recipient" and "signature of recipient" sections of the coupons/vouchers are completed before giving them to recipients. No coupons/voucher is to leave an agency without these three sections completed. Cab drivers are instructed not to honor coupons/vouchers without names and signatures. At the completion of the trip, passengers sign coupons/vouchers a second time in the space labeled "verification signature." The cab driver completes the remaining information on the voucher. Above is the proper way for agencies to complete a Taxi Coupon. 10

Variable Value Vouchers The Variable Value Voucher (VVV) program is available to certain agencies participating in the taxi coupon/voucher program if they have trip-needs which cannot be met through other forms of fare media. Agencies are not to distribute coupons/vouchers to agency employees or their families or any of the agency s volunteers who are authorized on the INTP Agency Register form. Program participants must be present to receive coupons/vouchers, unless the distributing agency has a written mail distribution policy for eligible recipients on file with IILA/FAC regarding its policy for distributing coupons/vouchers to persons not receiving them in person, along with written approval on file from IILA/FAC on their mail distribution policy. Agency Procedures. o The agency representative contacts a cab company from the approved INTP cab list to request a trip, providing the cab company with the passenger's name, pick-up location, and destination. o The taxi company provides the agency with the estimated tripcost. This represents the not-to-exceed amount of the trip. o The agency representative notes the not-to-exceed amount on the VVV. o The agency is to maintain a log noting the distribution of Variable Value Vouchers (passenger, origin, destination, authorized maximum amount, trip purpose). o Each agency must ensure that the agency name, name of recipients, and signature of recipient are visible on the log. o Each agency must ensure that they notify the recipient prior to issuing them the voucher, that they must sign the verification of signature upon entering the cab. o The agency is not permitted to issue more than one voucher to the same client for the same trip. Monthly Limits Each agency distributing VVVs is allocated a monthly limit established by IILA/FAC. It is the responsibility of the agency to ensure that VVV trips authorized by the agency do not exceed the monthly limit. Agencies exceeding their monthly limit can and will be billed directly by cab companies. Failure to pay this in a timely manner may lead to suspension up to termination from INTP. 11

Above is the proper way for agencies to complete Variable Vouchers. Transit Tokens/SCRIP Agencies are not to distribute transit tokens/scrip to agency employees or their families or any of the agency s volunteers who are authorized on the INTP Agency Register Form. Program participants must be present to receive transit tokens/scrip. User Log Token User Logs must be completely filled out. The agency is responsible for recording the date, client name, address, phone, trip purpose, trip origin and destination. The client must sign the log and the staff must initial and note totals at the bottom of the form. If a client has no phone, this should be noted in the "phone" column. Recipient Each participant able to use public transit may receive up to twenty (20) tokens or SCRIP each month. Individuals receiving tokens/scrip in any month may receive no more than two (2) taxi coupons that month (depending on the total number of tokens received). A client may receive a maximum subsidy combination of $35 in coupons and/or tokens/scrip. Monthly Statistics Agency staff is responsible for copying information from the Token User Log onto the Monthly Statistical Information Form. Monthly data should relate only to one month's usage. Reporting Abuse It is the responsibility of distributing agencies and their staff to report any abuse, misuse, or attempt to illegally handle coupons, vouchers, tokens/scrip or funds associated with the Immediate Needs Transportation Program immediately to IILA/FAC, who will in turn report it to the LACMTA project manager. 12

Any agency, individual, or cab company found attempting to abuse, misuse, purchase, sell or illegally handle coupons, vouchers or tokens/scrip will be permanently removed from the program. CRITERIA FOR SUBSIDY RECIPIENTS INTP fare subsidy is available to Los Angeles County residents whose household income meets the Los Angeles County poverty guidelines, who do not have transportation and who would be using INTP fare media to meet their basic medical, shelter / housing and job search needs and are qualified to use the program. The recipient should not be receiving service from Medical Transportation, ACCESS (ASI), City Ride, SHORE or General Relief Token Program, or other INTP agencies that covers like services. Information for Recipients Agencies are to review the eligibility guidelines with each recipient, keep it in the User Log, and refer to it whenever necessary. Each agency is to display and make available to each participant a current roster of approved cab companies. There is no age limit, but minors under the age of 18 years must be accompanied by an adult in order to receive fare media. Trip Purposes Eligible for INTP fare subsidy: Job Search (application process only) Medical Appointment Court Appearance Shelter (qualifies for VVV) Food Banks Hospital Release of cancer patients, persons with weak immune systems and children (qualifies for VVV) Case Management is ONLY eligible if: o Recommended by the case / social worker o Drug / Alcohol treatment / dependency visits o Social Security office visits Medical Emergencies do not qualify for eligible trip purpose Trip purposes NOT eligible for INTP fare subsidy: Class / School Attendance Employment Other frequent or recurring activity 13

Other purposes deemed inappropriate by IILA/FAC/LACMTA or the agency. $11 Taxi Coupons & Variable Value Vouchers $11 taxi coupon distribution has a limit of $22.00 per eligible client per month. VVVs have a maximum value of $100. In addition to the requirements set above, any of the following conditions must be met for one to qualify to receive taxi coupons/vouchers: o Frailty o Mental, developmental or visual disability o Presence of health risks in using transit o Lack of available transit The urgency of the need, health risk or life threatening situation would then determine whether one should receive the $11 Taxi Coupons or the VVVs (i.e. shelters and medical emergencies). CRITERIA FOR PARTICIPATING CAB COMPANIES All cab companies in Los Angeles County are eligible to participate in the Immediate Needs Transportation Program provided they meet the criteria below. The cab company must: Be franchised / authorized to operate (pick up passengers) by appropriate authorities and local jurisdictions. Operate under a signed written agreement with IILA/FAC. Be committed to following all programs and reporting requirements. Provide proof of general liability (1M) and automobile (350K). Provide proof of insurance for all vehicles that will be used by the program recipients. 14

Provide copies of valid business license upon renewal. Provide additionally insured endorsement form. Cab companies that meet all selection criteria are eligible to join the program. This document details what is required of each participating cab company to ensure continued participation in the program. Any violation or omission of these requirements will preclude a cab company from further participation in the program. Program Requirements for Cab Companies Agreement Every cab company participating in the program must sign a written agreement with IILA/FAC. IILA/FAC retains the right to cancel any agreement with any taxi provider for any reason deemed appropriate by IILA/FAC. Once a cab company is certified for the program, its name and phone number are added to the roster of authorized participating cab companies. Only authorized taxi companies will be reimbursed for services rendered. Accountability Each cab company is responsible for accounting for all coupons it receives and for keeping accurate records of coupon receipts. Periodically, cab companies will be audited by IILA/FAC for taxi coupon/vvv use and reimbursement procedures. If a cab company is audited, full cooperation is required. Training Each cab company is responsible for training its staff and drivers to properly execute program requirements. Cab companies are to ensure that: Drivers provide courteous, professional services for all taxi coupon/voucher users and treat INTP passengers no differently from other passengers. Drivers complete all information on the taxi coupon/voucher completely, accurately and legibly. 15

Above is the proper way for Taxi Company s to complete a Taxi Coupon. Above is the proper way for Taxi Companies to complete a Variable Value Voucher. PROCEDURES FOR PARTICIPATING CAB COMPANIES After collecting taxi coupons from drivers and verifying that these coupons are completely, accurately, and legibly completed, cab companies are to tabulate the data provided on the vouchers for the report to IILA/FAC, which must accompany every invoice. No reimbursement will be given to cab companies for improperly or fraudulently completed vouchers. Each cab company is to develop an internal procedure for verifying and reverifying voucher counts and voucher information. Each company to assure that their process includes all of the following steps: 16

IILA/FAC is to be invoiced for no more than the smart meter amount of the trip. For trips in which taxi coupons are used, the maximum amount invoiced shall not exceed $11.00 per coupon. Passengers may use no more than 1 coupon per one-way trip. For trips in which VVVs are used, the maximum amount invoiced shall not exceed the not-to-exceed amount on the VVV. Also no more than one coupon should be accepted for the same trip. For VVVs, IILA & FAC can be invoiced only up to $100, and not the amount on the Smart Meter or map quest distance determination for any VVV trip that exceeds $100. Cab companies are to check each voucher to assure that the total trip mileage reasonably matches the smart meter reading. Vouchers are deemed complete when accompanied by a Smart Meter receipt or a map quest distance determination. Dispatch Procedures When a passenger calls for a cab, the dispatcher will be advised if the trip will be paid for with an Immediate Needs Transportation Program voucher. The dispatcher is to advise the driver if a voucher will be used for the trip. Driver Procedures The driver verifies the signature. Drivers are not to accept vouchers from passengers whose second signature does not match the original. The driver is to complete each taxi voucher with all necessary information: a) Date of trip b) Begin Odometer c) End Odometer d) Total Miles e) Trip Started at Address/City (origin) f) To Address/City (destination) g) Taxi company h) Driver number i) Cab number 17

j) Number of passengers on the trip k) Meter (amount on smart meter) For multiple voucher trips, the passenger signs and surrenders the vouchers at the end of the trip. Drivers are to log every trip paid for with an INTP Voucher in the days weigh bill or trip sheet and to follow all standard practices as required by the cab company. Drivers are to treat all taxi vouchers as cash and surrender them to the company cashier according to the company's standard procedures. Billing Cycle Invoices are to be submitted bi-monthly on the first and fifteenth of the month and received by IILA/FAC within ten (10) working days of the billing period's close. Taxi vouchers not invoiced within thirty (30) days of the voucher's expiration date will not be reimbursed. 18

Acknowledgment of Receipt of 2016-2017 Operating Guidelines. All undersigned acknowledge they have received, read, and accepted the 2016-2017 Immediate Needs Transportation Program Operating Guidelines, and agree to comply with the terms and guidelines of this document. Agency Name and Address Staff Signature Date Staff Signature Date Staff Signature Date Staff Signature Date Staff Signature Date Staff Signature Date 19