2014 Polk Transportation Disadvantaged Service Plan by PolkTPO

2014 Polk County Transportation Disadvantaged Service Plan and Human Service Transportation Coordinated Plan

Transportation Disadvantaged Local Coordinating Board Adopted May 12, 2014 Revised and Adopted June 18, 2014

Prepared by:

Polk County Transportation Disadvantaged Program PLANNING AGENCY: ADDRESS: CONTACT: PHONE:

CTC: ADDRESS: CONTACT: PHONE:

Polk Transportation Planning Organization P.O. Box 9005, Drawer TS05 Bartow, FL 33831-9005 Diane Slaybaugh, Senior Transportation Planner 863/534-6495

Polk County BOCC, Transit Services Division P.O. Box 9005, Drawer HS09 Bartow, FL 33831-9005 Paul Simmons, Director 863/534-5368

TABLE OF CONTENTS Certification ..................................................................................................................... iii Table of Contents ............................................................................................................iv List of Tables ................................................................................................................... 5 Section 1. Development Plan .......................................................................................... 6 Introduction of Service Area ........................................................................................ 6 Background of TD Program ......................................................................................... 6 Community Transportation Coordinator Designation History ....................................... 6 Organization Chart....................................................................................................... 7 Consistency Review of Other Plans............................................................................. 7 Strategies to Address Unmet Needs and Coordination Opportunities ......................... 8 The Coordinated Human Services Transportation Plan............................................... 8 Public Participation ...................................................................................................... 8 Continuing Activities .................................................................................................. 10 Service Area Profile and Demographics .................................................................... 11 Service Analysis and Forecasting Transit Demand ................................................... 16 Goals, Objectives, and Strategies.............................................................................. 19 Performance Measures ............................................................................................. 21 Section 2. Service Delivery Plan ................................................................................... 23 OPERATIONS ........................................................................................................... 23 Types, Hours and Days of Service ............................................................................ 23 Accessing Services.................................................................................................... 23 Section 3. Quality Assurance ........................................................................................ 57 Appendix 1: Complaint & Grievance Procedures .......................................................... 59 Appendix 1a. ACHA grievance and complaint procedures ........................................... 60 Appendix 2: Client No Show Policy ............................................................................... 72 Appendix 3: Acronyms .................................................................................................. 73 Appendix 4: Glossary of Terms ..................................................................................... 74 Appendix 5: Organizational chart .................................................................................. 76 Appendix 6: Vehicle Inventory ....................................................................................... 78 Appendix 7: SSPP AND SPP Certification forms .......................................................... 83 Appendix 8: Rate Calculation Model ............................................................................. 86 Appendix 9: Memorandum of Agreement ...................................................................... 95 Appendix 10: Forecast of Paratransit Services Demand Model .................................. 104

2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

LIST OF TABLES Table 1. Population Characteristics ....................................................................... 12 Table 2. Population Trends for Cities, Towns, and Unincorporated Areas ................. 12 Table 3. My Ride Plan Priorities ............................................................................. 18 Table 4. TD Program Performance Measures ......................................................... 21 Table 5. Contract Providers ................................................................................... 27 Table 6. Transportation Disadvantaged Trust Fund Service Rates ............................ 55 Table 7. Flat Rates ............................................................................................... 55 Table 8. Bus Fares ............................................................................................... 56 Table 9. Bus Passes ............................................................................................. 56

2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

SECTION 1. DEVELOPMENT PLAN Introduction of Service Area Background of TD Program Pursuant to Chapter 427, Florida Statutes, the purpose of the Commission for the Transportation Disadvantaged (CTD) is to arrange for the provision of transportation services to the transportation disadvantaged. In accomplishing this, the CTD approves a Community Transportation Coordinator (CTC) for each service area of the state. The CTC is responsible for certain requirements regarding the arrangement of cost-effective, efficient, unduplicated, and unfragmented transportation disadvantaged services within its respective service area. The contractual administration for transportation disadvantaged services by a CTC is accomplished through a Memorandum of Agreement (MOA) between the CTD and the CTC. The MOA is a contract through which the CTD delineates the statewide minimum standards and requirements by which the CTC must operate. An important component in the delivery of services is the Transportation Disadvantaged Service Plan (TDSP). The TDSP is developed by the CTC and the planning agency under the guidance and approval of the local coordinating board (LCB). The plan is an annually updated tactical plan with components of development, service and quality assurance. Through the local LCB's involvement in the review and approval of the TDSP the LCB is able to guide and support the CTC in implementing coordination efforts or locally developed service standards that are consistent with the needs and resources of the community. Community Transportation Coordinator Designation History The Polk County Board of County Commissioners (BoCC) Transit Services Division serves as the CTC for Polk County. The BoCC was originally recommended as the CTC on October 25, 1990 and the Florida CTD approved the designation with an effective date of December 6, 1990. The BoCC has been designated as the CTC through a Memoranda of Agreement (MOA). The most recent MOA approved by the Commission Board on January 1, 2012 designates the BOCC as the CTC for a period of five (5) years through December 31, 2017. The Polk Transportation Planning Organization (TPO) serves as the designated planning agency for the Transportation Disadvantaged (TD) Program in Polk County. As such, the TPO is responsible for developing the TDSP and conducting an annual evaluation of the CTC. The CTC uses a partial brokerage system to coordinate transportation. Transportation operators are contracted through a Request for Qualifications (RFQ) process with the CTC setting the minimum criteria for interested parties to become part of the system. Operators responding to the RFQ indicate that they meet the minimum requirements and agree to provide trips for no more than the maximum rates set forth in the RFQ. The CTC also contracts with agencies that have vehicles for the primary purpose of transporting their own clients. These trips are also part of the coordinated system. Polk County has three transit systems that provide fixed-route services -- the Polk County Transit Services Division (PCTS), the Lakeland Area Mass Transit District (LAMTD) and Winter Haven Area Transit (WHAT). PCTS and LAMTD are the transit 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

service operators for the WHAT system. In order to provide cost effective and efficient transportation, the CTC seeks to ensure that TD trips with origins and destinations in the areas served by these transit systems are provided by the fixed route service for clients able to access the fixed routes. Under the Polk County TD program, clients contact the CTC, which schedules a trip utilizing Trapeze scheduling software, with a provider available in the area at the time of the request. To ensure a trip reservation, requests for service must be received from the client or client’s care provider at least 72 hours in advance. This allows ample time to authorize the trip and determine the most appropriate method of delivery. If the schedule permits, requests made for service less than 72 hours in advance may be granted. Same day service may also be available for access to or from urgent care. Organization Chart The organizational chart for the Polk County Community Transportation Coordinator may be found in the Appendix of this report. Consistency Review of Other Plans Countywide Transit Planning In Polk County there is growing demand for TD services. Though there has been an increase in the cost, particular fuel and labor cost, there has not been an adequate financial support for the TD program. The county’s large land area, geographically concentrated medical and social services and increasing congestion on main roads increases trip time, makes scheduling more difficult and causes the cost per trip to rise. The CTC has responded to these circumstances by implementing a real-time dispatch, routing, and scheduling system, in an effort to enhance operations, coordination efficiencies and cost-effective delivery of services. Pertinent portions of the following plans have been reviewed and this Transportation Disadvantaged Service Plan is consistent with the referenced plans. • Polk County 2060 Transportation Vision Plan • Polk Consolidated Transit Development Plan – “My Ride” • Polk Transportation Planning Organization 2035 Mobility Vision Plan (Long Range Transportation Plan) • Polk County Transportation Improvement Program The Polk TPO regular conducts related transit studies that assist in identifying transportation barriers and issues for the transportation disadvantaged population. Recent completed studies include the Livable Polk Transit Memos which consisted of three parts: 

Aging in Place – Connecting Polk County’s Seniors to Transit

2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION



Transit – Making Housing More Affordable



Neighborhood Mobility Audits (Case studies in underserved areas)

Also, Polk Vision has taken an active role in seeking coordinated transportation solutions, recognizing that it is a quality of life issue for the residents of Polk County. STRATEGIES TO ADDRESS UNMET NEEDS AND COORDINATION OPPORTUNITIES The Coordinated Human Services Transportation Plan In June 2012, Congress passed Moving Ahead for Progress in the 21st Century (MAP21), a reauthorization of the Surface Transportation Act. The Act requires the development of a coordinated human services transportation plan in order to be eligible for certain federal funds. Coordination will enhance transportation access and minimize duplication of services within Polk County. This plan will cover Polk County, Florida, and is designed to improve transportation services for persons with disabilities, older adults and individuals with lower incomes and meet transportation gaps in service to all residents of Polk County. This plan is part of the Polk Consolidated Transit Development Plan – My Ride, and an ongoing process between Polk County Transit Services, Polk Transportation Planning Organization, Winter Haven Area Transit and the Lakeland Area Mass Transit District. MAP-21 requires that the Coordinated Public Transit-Human Service Transportation Plan be developed through a local process that includes representatives from public and private transportation providers, human service agencies, interested parties, and the general public. To comply with the requirement for coordination, Polk County Transit Services (PCTS) staff developed and hosted a county-wide meeting to give the general public as well as local non-profit human services organizations, all reasonable opportunities for their input on the development of the plan. Senior Planners from the Polk County Human Services Department and the Polk Transportation Planning Organization (TPO) were chosen to write the final report. Successful coordination of transportation services depends on an effective planning process that establishes a clear vision and sets goals and objectives. The Polk County Human Services Transportation Plan has three parts: 1. Inventory of existing transportation resources 2. Identification of service gaps/barriers 3. Priorities for funding review Public Participation The identification of service gaps/barriers to services and solutions to the unmet needs is an ongoing process. To obtain public input and meet the criteria for public input in the development of the Human Services Coordination Transportation Plan, county-wide 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

formal and informal meetings were held with different agency representatives, advocates who work with various population groups, people with disabilities, and County officials. Communication and input was received during the following meetings: Transportation Summit – A day long workshop was attended by over 170 individuals, a diverse group of stakeholders included transportation providers, government, planners, and state agencies. A special presentation was given by Jo Ann Hutchinson, the United We Ride Coordination Ambassador with the National Resource Center for Human Services Transportation Coordination, administered by the Community Transportation Association of America. Ms. Hutchison provided national updates and facilitated the afternoon sessions where groups met and an action plan was developed. Open group discussions were held so that all stakeholders and general public participants could share their views and experiences. A draft Action Plan was developed on “what areas have been done well” and “what areas need to be done” in the following categories: 1. 2. 3. 4. 5.

Making Things Happen By Working Together Taking Stock Of Community Needs And Moving Forward Putting Customers First Adapting Funding For Greater Mobility Moving People Efficiently

Priorities Extend Fixed-Route Hours More Stops Extend Service for Rural Areas (East – Four Corner area) Services outside city limits for demonstrated need (survey) Advocacy Volunteer Drivers Bus Passes Use School/Church buses Transportation Disadvantaged ADA Services Expansion Obtain additional grants Connection to other counties

Lead Responsibility Polk Transit Authority

Timeline Three to Five Years

Polk Transit Authority Polk Transit Authority Incentives for Taxi Companies PTA

Three to Five Years Three to Five Years

Three to Five Years

Faith-based

Three to Five Years

None provided None provided

No timeline established No timeline established

PTA

Ongoing

PTA PTA PTA

Ongoing Ongoing 2011-2015

Transportation Partners 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

Polk County Transportation Planning Organization Lakeland Area Mass Transit District Independent Community Transport Southeast Christian Assembly Transportation Peace River Center for Personal Development, Inc. Alliance for Independence Passenger and Advocacy Groups West Central Florida Area Agency on Aging American Cancer Society Polk County Coalition on Aging Think Tank Tampa Lighthouse for the Blind Human Service Partners and Others United We Ride Community Transportation Association of America Polk Vision United Way CareerSource Polk Volunteer Resource Center Faith in Action in Lakeland Elderpoint Ministries Tampa Lighthouse for the Blind Citizens Transit Advisory Committee Polk County Veteran Services Continuing Activities Since the Transportation Summit, PCTS has continued to work closely with the community partners and FDOT for New Freedom funding in developing a coordinated volunteer drive program designed to provide transportation services to seniors and persons with disabilities. A 10-member Steering Committee was formed and monthly meetings were held. This Steering Committee developed statements of mission, vision, and values for a countywide, coordinated volunteer transportation program. The administrative and financial responsibilities of the program were transferred from PCTS to the selected non-profit lead agency, ElderPoint Ministries, which was selected through a competitive RFP process in 2010. As part of the 2012 major update to the Polk Consolidated Transit Development Plan (My Ride), a Transit Forum was held on April 24, 2012, which was similar to the one held in 2008. There were over 100 attendees with the keynote speakers being Dr. Eileen Holden, Polk State College, and Mr. Steve Holmes, Executive Director of the Florida Commission for the Transportation Disadvantaged. Again, breakout sessions were held to identify gaps, barriers, and challenges to coordinated transportation in Polk County. 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

In addition, public outreach efforts included thirty-one formal and informal listening sessions held throughout the county to garner public input into the development of transportation needs in Polk County. Over 1,000 surveys were collected and public comments were incorporated into the transportation needs assessment for the My Ride Plan. Service Area Profile and Demographics Land Use Polk County is located in the center of Florida, 35 miles west of Orlando and 25 miles east of Tampa. It is bordered on the north by Lake and Sumter counties, on the south by Hardee and Highland counties, on the west by Hillsborough and Pasco counties, and on the east by Osceola County. Covering 2010 square miles, it is the fourth largest county in land area in the state, which is larger than the state of Rhode Island. Providing coordinated transportation is challenging because of the large land area and uneven and generally concentrated locations of medical/social services and employment opportunities. Although non-hospital medical care is provided at clinics in almost every community, the larger hospital facilities are located only in Lakeland, Bartow, Winter Haven, and Haines City. Specialized medical services are limited and there are no veteransâ&#x20AC;&#x2122; hospitals. As a result, it is often necessary to transport clients needing specialized services to the Tampa or Orlando areas. The average length of a trip to these areas is 50-60 miles (one way). Population According to the U.S. Census, the total population for Polk County was 602,905 in 2010. The 2013 estimate is 623,009, an increase of 3.5%. There are 17 incorporated municipalities in Polk County. Cities with a population of more than 10,000 in 2010 include the Lakeland, Winter Haven, Bartow, Haines City, Lake Wales, and Auburndale. Table 1 shows the population levels for Polk County and Florida. The county population increased from 483,924 in 2000 to 602,905 in 2010, a growth of 24.4 percent over the 10-year period. It should be noted that the population growth of Polk County outpaced the population growth of Florida by 6.8 percent in 2010. A similar trend is true for growth in the number of households and the number of workers. Although Polk County surpassed Florida in terms of population density growth, the 2010 Polk County population density was still nine percent less than that of the state. Table 2 presents population and population change data between 1990, 2000, and 2010 for incorporated and unincorporated areas in Polk County. Davenport, Haines City, and Dundee experienced the top three population changes between 1990 and 2010, with 88.9 percent, 75.8 percent, and 59.2 percent, respectively. From 1990 to 2010, the population growth rate of incorporated municipalities (38.8%) exhibited a slower increase than the population growth rate of the unincorporated area (55.4). Minority Population 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

When compared to Florida, Polk County’s minority and non-minority populations are nearly the same as the state average. Polk County’s minority population is 24.9 percent while the state of Florida is 25.0 percent. Age Distribution The age distribution of Polk County is similar to the age distribution of Florida as a whole. The transit-dependent population cohort, persons under 18 years old and persons 65 years old and over, represents 48 percent of the total population in Polk County in 2012. Table 1. Population Characteristics 2000

2010

Population Data

Persons Households Number of Workers (employed) Land Area (square miles) Water Area (square miles) Persons per Household Workers per Household Person per Sq. Mile of Land Area Workers per Sq. Mile of Land Area

Polk County 483,924 187,233 194,695 1,874.9 135,.3 2.58 1.04 258.1 103.8

Florida 15,982,824 6,337,929 7,221,000 53,926.8 11,827.8 2.52 1.14 296.4 133.9

Polk County 602,095 227,485 240,903 1,874.9 135.3 2.65 1.06 321.1 128.5

Florida 18,801,310 7,420,802 8,159,000 53,926.8 12,132.9 2.53 1.10 350.6 152.1

% Change (2000-2010) Polk Florida County 24.42% 17.63% 21.50% 17.09% 23.73% 12.99% 0.00% 0.00% 0.00% 2.58% 2.71% 0.40% 1.92% -3.51% 24.41% 18.29% 23.80% 13.59%

Table 2. Population Trends for Cities, Towns, and Unincorporated Areas Municipality Auburndale Bartow Davenport Dundee Eagle Lake Fort Meade Frostproof Haines City Highland Park Hillcrest Heights Lake Alfred Lake Hamilton Lake Wales Lakeland Mulberry Polk City Winter Haven Incorporated Unincorporated Total

1990

2000

2010

8,858 14,716 1,529 2,335 1,758 4,976 2,808 11,683 155 221 3,622 1,128 9,670 70,576 2,988 1,439 24,725 163,187 242,195 405,382

11,032 15,340 1,924 2,912 2,496 5,691 2,975 13,174 244 266 3,890 1,304 10,194 78,452 3,230 1,516 26,487 181,127 302,797 483,924

13,507 17,298 2,888 3,717 2,255 5,626 2,992 20,535 230 254 5,105 1,213 14,225 97,422 3,817 1,562 33,874 226,520 376,385 602,905

% Change (1990-2000) 24.5% 4.2% n/a 24.7% 42.0% 14.4% 5.9% 12.8% n/a n/a 7.4% 15.6% 5.4% 11.2% 8.1% 5.4% 7.1% 11.0% 25.0% 19.4%

% Change (2000-2010) 22.4% 12.8% 50.1% 27.6% -9.7% -1.1% 0.6% 55.9% -5.7% -4.5% 31.2% -7.0% 39.5% 24.2% 18.2% 3.0% 27.9% 25.1% 24.3% 24.6%

% Change (1990-2010) 52.5% 17.5% 88.9% 59.2% 28.3% 13.1% 6.6% 75.8% n/a n/a 40.9% 7.5% 47.1% 38.0% 27.7% 8.5% 37.0% 38.8% 55.4% 48.7%

Standard of Living 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

From 2008-2012, the per capita money income in past twelve months (2012 dollars) was $21,674 for Polk County and $26,451 State of Florida. The Median household income for this same period was $43,606 for Polk while the state average was $47,309. Poverty Level Based on historical analysis combined with short-term projects, the number of families and female heads of household living below the poverty level increased an average 1.5% annually since 1990. The total percentage of families that are below the 20082012 poverty levels has risen to 17.5% in the county which is above the state percentage at 15.6%. The U.S. Census Bureau’s 2004 American Community Survey Profile for Polk County illustrates that approximately 34.5% of families with female head of households are below the poverty level and 54% of those households have children under the age of 5 years. In 2013, the Brookings Institute published, “Confronting Suburban Poverty in America” by Elizabeth Kneebone and Alan Berube. In their study it was reported that Polk County ranked seventh in the Nation (entire United States), at 17.7% in the highest suburban poverty rates as of 2010. When a local reporter asked what attributed to Polk being ranked so high nationwide, the Brookings Institute stated it was primarily due to the lack of public transportation and transportation options within the county. Health Insurance The Quality of Life in Polk County, A Needs Assessment, 2003, University of South Florida, estimated that based on the pattern of Polk County’s demographics compared to the state, the number of uninsured may be as high as 25%. Although this figure is probably high, a conservative estimate is that 16% of the children and 23% of the adults, approximately 100,000 people, have no health insurance. This section will be updated when the effects of Obamacare can be fully assessed. To date, Florida leaders have rejected federal money which has to be used for expansion of the Medicaid program, which has severe ramifications to the state budget in Florida. Education In 2002-2003, the graduation rate was 65.7% compared to Florida’s 69.0%.³ For the period of 2008-2012 persons age 25+ (82.1%) were high school graduates or higher degree compared to 51.7% in the U.S. and 18.2% had a Bachelor’s degree or higher compared to the U.S. at 24.4%.1 Employment

¹ US Department of Commerce, Bureaus of Economic Analysis ² Ibid ³ Florida Department of Education web site 1 Central Florida Development Council, Florida Agency for Workforce Innovation 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

In 2010, the percentage of population 16 years of age and older in the labor force was at 58.2 percent compared to the state average of 60.4 percent. The percent of labor force employed is 85.7 percent for Polk County with the state at 86.1percent. It should be noted, however, that the unemployment rate in Polk County was 14.3 percent in 2010 which is higher than the state average at 13.9 percent. Major Trip Generators and Attractors Polk County contains several types of facilities that serve as trip generators and attractors. Trip generation centers have historically centered close to nursing homes, assisted living facilities, and high-density residential developments including traditional apartment complexes and low-income subsidized housing developments. There are forty-eight (48) nursing homes and assisted living facilities, and fifty-two (52) apartment complexes in the county. Trip attractors include medical complexes, shopping facilities, and two theme parks. Medical complexes include five area hospitals, three of which are regional medical centers. There are also four (4) medical groups that operate twenty-six (26) individual locations throughout Polk County. The four medical groups are Clark & Daughtry Group, Bond Clinic, Gessler Clinic, and Watson Clinic. These groups have major and satellite facilities in Lakeland, Bartow, Winter Haven, Haines City, and Lake Wales. Three major shopping facilities are located in Polk County and include the Lakeland Square Mall, Lakeside Village, and the Eagle Ridge Mall. The two theme parks in Polk County include Legoland (opened in the fall of 2011) in Winter Haven and Fantasy of Flight in Polk City. Inventory of Available Transportation Services As described in the Consolidated Transit Development Plan, Polk County has three transit systems that provide fixed-route services. Polk County Transit Services (PCTS), the Lakeland Area Mass Transit District (LAMTD) and Winter Haven Area Transit (WHAT). PCTS and LAMTD are the transit service operators for the WHAT system. Polk County first implemented public transportation services in 1975 to provide transportation to the Polk General Hospital in Bartow, Florida for residents who were unable to obtain transportation to the facility. In 2000, the Board of County Commissioners approved the transformation of the system to provide public transportation to underserved areas of Polk County. In the early 1980â&#x20AC;&#x2122;s, PCTS became involved in the coordinated transportation disadvantaged services program. In the 1990â&#x20AC;&#x2122;s, PCTS became the Community Transportation Coordinator (CTC) for the County. In order to provide cost effective and efficient transportation, the CTC seeks to ensure the Transportation Disadvantaged (TD) trips with origins and destinations in the areas served by these transit systems are provided by the fixed route service for clients able to access the fixed routes. The CTC uses a partial brokerage system to coordinate transportation. Transportation operators are contracted through a Request for Qualification process with the CTC 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

setting the minimum criteria for interested parties to become part of the system. The CTC also contracts with agencies that have vehicles for the primary purpose of transporting their own clients. These trips are also part of the coordinated system. Polk County has provider agreements or contracts with:  Independent Community Transport (ICT) - for-profit provider serving anyone eligible  Peace River Center (PRC) – non-profit provider serving the mentally ill  Southeast Christian Assembly Transportation (SCAT) – non-profit serving anyone eligible Under the Polk County TD program, clients contact the CTC, which schedules a trip with a provider available in the area at the time of the request, utilizing Trapeze Scheduling Software. To ensure a trip reservation, requests for services must be received from the client or the client’s care giver at least 72-hours in advance. This allows ample time to authorize the trip and determine the most appropriate method of delivery. If the schedule permits, requests made for service less than 72 hours in advance may be granted. Same day service may also be available for access to or from urgent care. The Lakeland Area Mass Transit District (LAMTD) was created in 1980 by County Ordinance and approved by public referendum with the purpose of providing transit services in the Lakeland, Florida urbanized area. Services began in 1982. LAMTD is an independent transit authority which has been expanded to serve Pierce, Bradley, Pinedale and Mulberry areas over the past few years based on several successful referendums in those areas. LAMTD’s routes serve portions of the City of Lakeland, with connections to Auburndale and Bartow. The service area covers approximately 77 square miles and a service area population of 110,000 individuals. Winter Haven Area Transit (WHAT) was established in 1997 through an Interlocal agreement between the City of Winter Haven and the Polk County Board of County Commissioners. Under the Interlocal agreement, Polk County serves as the administrative agent and the PCTS Director acts as the project manager. The following is a list of private transportation service providers operating in Polk County:         

Independent Community Transport Southeast Christian Assembly Transportation Peace River Center Imperial Cab Checker Cab Need-a-Ride Yellow Cab Luxury Cab Affordable Transport

2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

          

Burd’s Handi-Van H & H Transport Hughes Transportation Big Herb’s Taxi and Shuttle Angel Taxi Trinity Non-emergency Transport, Inc. Special T Transport Angel Medflight Worldwide Air Ambulance Freedom Medical Transport American Ambulance Fare Way Transportation

Service Analysis and Forecasting Transit Demand The Center for Urban Transportation Research (CUTR) developed the initial TD population forecasts for Polk County using their Methodology Guidelines for Forecasting TD Transportation Demand at the County Level in 1993 which was based on 1990 U.S. Census data. In 2013, this methodology was updated to assist Florida transportation planners in projecting the TD population and demand forecasts using current data sources that capture changing population characteristics that influence transportation demand. Using the three-year estimates from the 2010-2012 American Community Survey, U.S. Census, the general TD population projection for Polk County is 229,695, or 38.7% of the total population. Based on the input as stated above, 86% of the low income, non-disabled population without auto access also does not have access to public transit (16,642 individuals). This group is reliant on other means of transportation for 31,603 daily trips. The TD population with critical needs due to severe disabilities (critical need TD population) of 20,618 could be expected to make 1,010 daily trips. Combined, the estimated total daily demand for critical need TD trips in Polk County is 32,613 trips. The completed data charts may be found in Appendix 10 of this report.

Polk County Public Transportation System Analysis The TDSP was developed with an emphasis on addressing recommendations from the Polk County Public Transportation System Analysis (a.k.a. “Countywide Transit Study”). The Countywide Transit Study was created for the Polk Transportation Planning Organization (TPO). The study findings and recommendations will have a substantial impact on transportation disadvantaged service planning since they will guide the future of public transportation in Polk County. Based on the review of base data, transit services, and public and agency comments, the study developed the following statement of transit service needs. 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

Polk County is an urbanizing county with over 70 percent of the county’s population residing in the Lakeland and Winter Haven Urbanized Areas, though substantial portions of the county are expected to remain rural in character. Polk County’s location between the Tampa Bay and Orlando metropolitan areas creates a need to address connections to adjacent transit systems. An appropriate mix of transit services is needed to serve and connect urban, suburban, and rural areas of the county. Transit services in Polk County are provided by three separate and individual systems. This fragmented approach limits the continued development of an effective and efficient countywide transit system. It has resulted in the potential for redundant administrative and operational functions, a complicated web of transit roles and responsibilities for local governmental bodies, and transit services that are overly constrained by the jurisdictional boundaries and funding sources for each of the three systems. Cross county transit trips require extremely long travel times and transfers between two or three different systems, making transit an unattractive choice to meet the countywide mobility needs of residents. There is a continuing need to improve the efficiency and effectiveness of recently implemented transit services, especially those that serve the more rural areas of the county. For many service initiatives deemed to be successful, the lack of a stable and long-term source of local funding may jeopardize the continuation of the newly implemented transit services. The statement of transit needs formed the basis for the development of short and longrange plans for public transportation services in Polk County. The plans identified the potential revenue shortfalls to maintain the existing services, the revenue shortfalls for the planned expansion of services in the short-, mid-, and long-term, and identified and evaluated potential funding strategies to support the expansion of transit services. The analysis also assumed the establishment of a Polk Transit Authority (RTA) and the consolidation of existing transit service providers. System Consolidation A Polk County Regional Transportation Organization (RTO) Board was established in 2004. The transit stakeholders in Polk County established the RTO to develop and implement a strategy for the transition to a regional, or countywide, transportation authority. The RTO’s major responsibility was to create the Polk Transit Authority (PTA) by 2008. Legislation to form the PTA passed successfully in the 2007 legislature and Governor Crist signed the Authority into law on June 27, 2007. This allowed for strategy development and implementation of alternative local funding sources when federal transit operating funds cease due to the release of Census 2010 data in 2012. The population numbers released in the 2010 Census indicate that both the Lakeland and Winter Haven urbanized areas now exceed 200,000 in population, 262,596 and 201,289 respectively. Urbanized areas that exceed 200,000 in population are no longer eligible for federal transit operating funds as they shift to capital only. Under either existing law or special state legislation, the PTA in Polk County will provide countywide transit services by consolidating existing providers, coordinate with other regional providers, and provide the potential for a long-term and stable source of transit funding. The Polk Transit Authority Board has been seated and meets on a monthly basis. In 2010, the Polk County Board of County Commissioners (BOCC) placed a referendum on the general election ballot which would provide a half-cent sales tax through the Charter County System Surtax to fund transit projects. Unfortunately, this effort was 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

unsuccessful and with constrained funding looming over the existing transit agencies, this will have an impact on the delivery of fixed-route services within Polk County which ultimately will have a profound impact on paratransit services in the coordinated system. The Polk BOCC has approved a ballot initiative (My Ride, My Roads) for the fall of 2014 for a one-cent sales tax to be split equally between transit projects and road projects. If successful, the BOCC would repeal the one mill for roads ad valorem tax currently in place, and the Lakeland Area Mass Transit District would no longer levy a half mill within their district boundaries. The expansion of transit services throughout Polk County would undoubtedly have a positive impact on the paratransit services in the coordinated system.

Public Transportation Improvement Program The following Polk transit service improvements outlined in the Polk County Consolidated Transit Development Plan (TDP) known as â&#x20AC;&#x153;My Rideâ&#x20AC;? will enhance the effectiveness and efficiency of community transportation coordination. Their implementation will be actively supported by the CTC.

Name

Table 3. My Ride Plan Priorities Description OPERATIONS

Maximize existing service efficiency and resource utilization Implement premium bus services

Improve ridership levels for every unit of service provided is a major goal for Polk Transit.

Implement new Rural Services

Several new services are proposed in the My Ride Plan that are designed and scaled to meet the unique transportation needs in the rural parts of the county. Services include flex and call-andride services. Six flex and six call-and-ride routes are proposed as funding allows. Countywide public transportation options include services that are not considered traditional bus services. Options include vanpool/carpool services, community transit options and the taxi access program.

Expand countywide public transportation options

Continue expansion of common transit marketing and branding

Premium bus services include express bus and BRT type services. Five express routes and one high-frequency premium (BRT) route are included in the My Ride Plan.

Marketing and public education are perhaps the most difficult tasks for public transportation systems primarily due to lack of available resources. The two agencies will continue working to integrate the common marketing and branding tools recently developed for Polk Transit (PT). CAPITAL AND INFRASTRUCTURE

2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

Name Replace aging vehicle fleet with vehicles that use environmentally friendly propulsion technology Improve stop amenities and infrastructure

Description Timely replacement of the aging fleet will ensure fewer breakdowns and save on maintenance costs.

Feedback gathered through the public involvement process indicated a strong desire by system users to improve transit stop infrastructure and amenities. This will require the development of a Passenger Amenities Program that will inventory and prioritize bus stop enhancements throughout the entire system.

Construct new satellite maintenance facilities

The My Ride Plan includes a number of new service improvements targeted to all parts of the county, both urban and rural. This expansion will increase the peak vehicle requirement. Four light-duty maintenance facilities and included in the plan.

Build new park-and-ride facilities

Park-and-ride facilities will be used primarily to support the proposed express bus services in the My Ride Plan.

Goals, Objectives, and Strategies The five goals identified by the Polk County Transportation Disadvantaged Local Coordinating Board help guide the program towards producing a more efficient and effective coordinated transportation system for the disadvantaged population of Polk County. Goal 1. Enhance the availability of transportation services to meet the mobility needs of transportation disadvantaged persons. Objective 1.1 Maximize transportation resources by using contract operators under a partial brokerage system and encouraging clients the use of fixed-route systems. 

Policy 1.1.1: Initiate Requests for Qualification/Requests for Proposal to acquire additional contract operators as necessary.



Policy 1.1.2: Maintain agreements with all transportation operators participating in the trip brokerage system.



Policy 1.1.3: Maintain performance standards for monitoring contract operators.



Policy 1.1.4: Require clients who live within three-quarters of a mile of a fixed route and able to access and utilize a transit bus to use the fixed-route service.



Policy 1.1.5: Coordinate inter-county transportation disadvantaged services with surrounding counties.

Goal 2. Provide transportation disadvantaged services in a cost-effective and efficient manner. 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

Objective 2.1 Evaluate Open Brokerage of Door-to-Door Trips in the Urban Transit Service Area (UTSA) 

Policy 2.1.1: The CTC will coordinate with the Polk Transit Authority (PTA) to conduct an evaluation of potential cost savings and service efficiencies of brokering ADA or other paratransit trips within the UTSA—including those in the LAMTD and WHAT service areas—on a minimum cost basis.

Objective 2.2 Evaluate Centralized Scheduling and Dispatch of All Door-to-Door Trips 

Policy 2.2.1: The CTC will coordinate with the PTA to conduct an evaluation of providing scheduling/dispatch of all door-to-door trips under a central system using Trapeze advanced scheduling software system.



Policy 2.2.2: Reduce the no-show rate by consistently enforcing the no-show policy.

Objective 2.3 Evaluate Establishing a Garage/Maintenance Facility in East Polk Area 

Policy 2.3.1: The CTC will coordinate with the PTA to evaluate establishing a garage/maintenance facility in East Polk County for buses, paratransit vans, and other public transit vehicles as needed.

Goal 3. Improve public awareness of the Transportation Disadvantaged Program. Objective 3.1 Participate in Implementing a Common Marketing Plan for “Seamless” Fixed Route Transit and Paratransit Services 

Policy 3.1.1: The CTC will work jointly with the PTA on the development, production, and distribution of a single transit system map for customers indicating how the routes relate to each other and a new “Ride Guide” explaining how to access all of the fixed route and paratransit services in Polk County.



Policy 3.1.2: The CTC shall serve as a clearinghouse for information about services and funding sources for the transportation disadvantaged.



Policy 3.1.3: Provide presentations to inform the public about the Transportation Disadvantaged Program.

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Policy 3.1.4: Distribute the new “Ride Guide” and other print material explaining the transportation disadvantaged program and other public transit services.

Goal 4. Provide transportation services in a safe and reliable manner. Objective 4.1 Require that transportation operators provide safe, reliable and courteous service. 

Policy 4.1.1: Ensure that all transportation operators maintain a System Safety Program Plan pursuant to Section 341.061, F.S. and Rule 14-90, FAC.



Policy 4.1.2: Ensure that all contracted operators provide adequate passenger assistance training for their drivers.



Policy 4.1.3: Use real-time demand responsive scheduling and dispatching system to ensure trips are provided “on time”.

2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION



Policy 4.1.4: Monitor the CTC’s routing, scheduling, and dispatching operations.



Policy 4.1.5: Maintain standards to promote courteous service and monitor customer satisfaction.

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Policy 4.1.6: Monitor transportation operators to ensure a reliable and adequate fleet of vehicles is maintained for the coordinate system.

Goal 5. Ensure program accountability by collecting and reporting system and provider data in an accurate and timely manner. Objective 5.1 Document compliance with procedures, rules and regulations established by the Commission for the Transportation Disadvantaged and the Florida Legislature. 

Policy 5.1.1: Produce an Annual Operating Report (AOR) that meets State standards.



Policy 5.1.2: Complete an annual evaluation of the Community Transportation Coordinator and the Coordinated System that includes an evaluation of the standards and performance measures adopted by the Coordinating Board.



Policy 5.1.3: Provide a report at each Coordinating Board meeting outlining the activities and accomplishments relative the TDSP Goals, Objectives and Policies.

Performance Measures The performance measures are derived from the Polk Transportation Disadvantaged Program’s goals, objectives, and policies and provide the basis for an annual evaluation of the Community Transportation Coordinator. Table 4. TD Program Performance Measures Performance Measure Previous Target

New Target (2013)

Potential TD Population Served

At least 9%

Percent of Trips on Fixed-Route

At least 25% No greater than $14.60 No greater than $19.10

At least 25% No greater than $19.00 No greater than $29.00

No more than 1.2

N/A

No more than 1.0

At least 30,000

N/A

At least 10,000

No more than 2.0

Average Cost per Trip Average Cost per Paratransit Trip Accidents per 100,000 Vehicle Miles (Paratransit) Accidents per 110,000 Vehicle Miles (Fixed-Route) Vehicle Miles between Road Calls (Paratransit) Vehicle Miles between Road Calls (Fixed-Route) Complaints per 1,000 Paratransit Trips

2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

On-Time Performance

At least 90%

2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

SECTION 2. SERVICE DELIVERY PLAN OPERATIONS Types, Hours and Days of Service Polk Transit’s Regional Mobility Call Center, a one-call, one-click center for mobility options is located at 1290 Golfview Avenue, 2nd floor, Bartow, FL 33830. The contact phone numbers are 1-855-POLKBUS, 863-688-7433, or 863-534-5500. Telephone reservations can be made from 6:30 a.m. – 5:00 p.m. on weekdays, and on Saturdays from 8:00 a.m. – 4:00 p.m. Customer service is available from 6:00 a.m. 0 6:30 p.m. weekdays, and Saturdays from 6:30 a.m. – 4:30 p.m. Accessing Services The CTC maintains a partial brokerage system. Service is provided Monday – Saturday from 5:00 a.m. to 6:00 p.m. Sunday service is available on a pre-arranged case by case basis only. Reservations should be made a minimum of 72 hours in advance and may be made up to 7 days in advance. After hours assistance is available through an answering service. Door-to-door TD service is provided for ambulatory and wheelchair passengers. The service is provided by Polk County Transit Services (PCTS), the School Board, one forprofit operator, and two non-profit organizations. Subscription trips will be allowed on a first-come, first-served basis, to the extent of scheduling availability. No waiting list will be maintained for services. ADA trips may be scheduled by close of business one (1) day in advance of the requested trip date. All trips may be scheduled up to 7 calendar days in advance. PCTS trips may be scheduled one (1) business day in advance. Please call no later than Saturday for Monday, or one (1) day before a holiday for the service the day after a holiday. All other trips require a minimum of 72 hours advance scheduling. Out of area trips will only be provided to the requested service areas on the days that transportation is provided to the specific service area (See Out of Area Transport Policy). The LAMTD and PCTS are joint operators for the WHAT fixed route service. The LAMTD provides its own ADA complementary paratransit service in the Lakeland area and PCTS provides this service for WHAT fixed-routes. All door-to-door service is now branded as PT Connect (formerly Handy Bus and Polk County Transit). Scheduling for all PT Connect Services is handled through Polk Transit’s Regional Mobility Call Center. It is the sole responsibility of the applicant, or responsible party representing the applicant, to apply or reapply for transportation program eligibility, including ADA in a timely manner to qualify for service or avoid service delays or interruptions. All forms and assessments must be completed thoroughly. Expiration dates are clearly noted on identification cards. Please allow minimum processing time of 14-21 days for applications. Notification will be forwarded to the applicant via the regular US mail.

2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

Transportation Disadvantaged eligibility will be based on information presented by the applicant to determine the need for services to those individuals who, because of physical or mental disability, income status, or age, are unable to transport themselves or to purchase transportation and are therefore dependent on others to obtain access to medical, medical-related, or other life sustaining assistance. The rider’s fee will be determined based on household economic status using a sliding scale. The minimum rider’s fee is $2.00 per one way trip. See additional information under Eligibility Determination for Non-Sponsored Trips. PCTS has the right to require additional information as deemed necessary before making a final decision on eligibility. Additional information may be requested in the form of a functional assessment by a qualified facility. Clients are instructed to schedule trips during identified off peak hours whenever possible. Trips to out-of-county facilities are scheduled in multi-loaded vehicles and may be scheduled on specific days and times of the week for different geographic areas. The CTC’s policy is that requests for TD services are to be received at least seventytwo hours prior to the date service is needed. However, consideration is given to any request made at any time, depending on availability. In accordance with the “No-Show” Policy, the CTC will notify habitual no-show clients that they may be suspended from service delivery. General Public (FTA 5311) Policy The Community Transportation System is open to the general public through the receipt of Federal Transit Administration (FTA) 5311 operating grant funds. The FTA requires that trips paid for with these funds be scheduled on a first-come, first-served basis. The CTC provides this service in the rural areas of Polk County through the rural, fixedroutes 25 and 35. The general public may also access the system by calling the Coordinator’s local access number or toll-free number. Once the funds for the month have been depleted, the general public may only access the system by personally paying the fully allocated cost per trip if there is vehicle seating/capacity for the trip request. Those persons who meet eligibility for trip requests under the Transportation Disadvantaged trip eligibility/trip prioritization policy will be process through that funding source. Arrival Window Time Passengers are requested to be ready for departure 15 minutes before the scheduled pick up. If the passenger is not ready the Wait Time Policy would take effect. Wait Time Policy Any passenger violating this policy will be given one (1) letter of warning. A second occurrence will result in future denial of transportation services until corrective measures have been agreed upon by the transportation agency.

2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

Pick Up Passengers are expected to be ready and waiting for their ride at the door of their home or in the lobby of a complex, apartment building or other facility. There is no requirement to wait if the operator arrives after the originally scheduled time of the trip. Passengers in facilities where the passenger will be at risk in the lobby are expected to be ready to be boarded by the driver when the driver arrives for the pickup. Operators are permitted to wait no more than 5 minutes for a passenger when they arrive within the Arrival Window Time. The No Show Policy would take effect if the passenger does not utilize the scheduled ride. Return Trips Passengers should be ready to be dropped off at the scheduled destinations and allow the operator to move on. Passengers in apartment complexes, assisted living facilities, health care facilities, etc., are expected to be received from the driver when the driver arrives on the premises. Operators are not permitted to enter private quarters or residences for ambulatory or wheelchair transports. Eligibility Determination for Non-Sponsored Trips TD funds are allocated as follows: a.) to those most in need, b.) for trips deemed most necessary, c.) using transportation services/modes that are most cost effective and d.) In a leveraged manner to receive the greatest benefit from available funds. “Those Most in Need” The CTC will use an enrollment process that verifies that a customer meets the following criteria: 1. Transportation Disadvantaged. (Is the person “transportation disadvantaged”?) See definition in Glossary of Terms in Appendix. 2. No Other Transportation Available. (For example, a family member is not able to provide the transportation?) 3. No Other Funding Available. (That is, there is no agency responsible for the transportation requested, e.g. transportation of an agency client to an agency sponsored program?) 4. No Public Transit. (Is the trip origin and destination within a fixed route service area? If yes, the client will be advised of the route location and schedule. ADAeligible clients will be offered an application for complementary door-to-door service.) 5. Ability to Pay. (Determine the individual’s ability to pay and use the income/percent of full fare sliding scale table. The required co-pay per one-way trip will be a $2.00 flat fee as of February 11, 2013.) “Trips Deemed Most Necessary” (Medical/Medical Related are the highest priority, etc.)

2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

It has been established that Medical/ Medical Related services followed by Training for Critical Life Skills will be funded as the top two priorities. If funding allows, the other trip purposes may be considered. 1. Medical/Medical Related 2. Specific Education and Training Determined by the CTC to be for Critical Life Skills 3. Nutrition and Life Sustaining Activities 4. Other Education and Training 5. Employment 6. Social/Recreational and Other Activities “Using Cost-Effective Transportation Services/Modes” The Polk County CTC, the TD Trust Fund Program, and the Medicaid Program require that services be provided by the least cost mode and the most efficient means (e.g., maximizing the use of fixed-route transit and multi-loading of vehicles). Door-to-Door Service Priorities: 

1st Priority - Polk County BoCC door-to-door services provided by PCTS and non-profit providers under CTC Coordination Agreements.

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2nd Priority - For-profit operators under contract to the CTC.

“Leverage Non-Sponsored Trip Funds” A sliding scale will be used to determine the ability to pay based on a client’s verified disposable net income and liquid assets. For TD trips, the co-payment is a $2.00 flat fee. The CTC may establish a different copayment on a trip by trip basis for public fare customers. The requirement for the collection of co-payments for Medicaid trips has been waived since it is unenforceable by law. Effective February 2013, the CTC has implemented a “cashless fare system” for all paratransit services provided with the utilization of the PT Connect bus pass program. Program Allocation for Bus Passes - The CTC will set-aside funds for bus passes under the Non-Sponsored Trip Program. The initial allocation shall not exceed 5% of the annual TD Trip/Equipment Grant. Individual Requests for Bus Passes - If a qualified TD client can use fixed-route services and cannot afford bus fare, then CTC may issue bus passes from this allocation. Agency Requests for Bus Passes – Agencies may request consideration for program assistance from Transportation Disadvantaged funds at the beginning of each funding year. Agencies must provide appropriate documentation that their clients meet eligibility criteria listed under “Those Most in Need”. Bus passes will be issued to agencies based on documented need and availability of funding. Preference will be given to agencies with a need for medical/medical related trips; therefore agencies should identify the 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

portion of clients' trip needs which are medical or medical-related. Agencies should also demonstrate that clients cannot afford bus fare. Additional Program Allocation of Bus Passes - If there are sufficient funds available in a funding year, then the CTC may purchase additional bus passes for distribution to agencies and individuals.

Transportation Operators and Coordination Contractors The CTC operates a partial brokerage system that includes transportation for nonsponsored clients. Social service agencies that have their own vehicle fleet and provide their own transportation services are required to submit a fully-allocated transportation cost budget to the CTC. If their cost per mile is less than the rates charged by private operators and/or their service requirements go beyond those of the coordinated system, that agency will be permitted to continue operating their own service under an executed agreement with the CTC. Table 5. Contract Providers Contact Person Service

Name

Clients

For-Profit Operator Independent Community Transport, Inc.

Steve Wolfe

A, W

TD, Medicaid

Not For-Profit Operator Southeast Christian Assembly Tom Presley Transportation

A, W, S

Peace River Center

A, W

Mary Blevens

TD, Medicaid TD, Medicaid, Clients

Agencies with Coordination Contracts Alliance for Independence

Shirley Balogh

A, W

Clients

ElderPoint Ministries

Jane Hammond

A, W

Clients

Faith in Action

Mildred McMillan

A, W

Clients

Polk Training Center

Sherrie Holbrook

A, W

Clients

Fare Way Transportation

Ventura Smith

A, W

Clients

Reese Group Home

Helen Reese

A, W

Clients

Goodwill Industries â&#x20AC;&#x201C; Suncoast

Deborah Passerini

Clients

2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

Name

Contact Person

Service

Clients

Fixed-Route Transit Lakeland Area Mass Transit District, Winter Haven Area Tom Phillips All within A, W Transit and Polk County Paul Simmons service areas Transit Services Polk County Board of County Commissioners Polk County Transit Services (Polk County CTC)

Paul Simmons

A, W, S

All

Polk County Elderly Services (Fellowship Dining Program)

Hope Jones

Fellowship Dining Program Clients

Polk Emergency Medical Services

David Cash

All

Public Transit Service contracts exist with the Lakeland Area Mass Transit District (LAMTD) to provide transportation for several public and private agencies. In addition, the CTC purchases bus passes from LAMTD. School Bus Utilization Currently the CTC does not have an agreement in place with the Polk County School Board for any services beyond emergency operations such as mass evacuations. Numerous attempts have been initiated by the CTC via written correspondence, telephone calls, and person-to-person meetings with School Board staff. Polk Transit has entered into an Agreement with the School Board that makes it possible for all public school high school students in the County to use public transportation for free. The Community of Learning Transportation Services (COLTS) Program has been very successful since implementation and still growing. Vehicle Inventory The vehicle inventory for the CTC may be found in the Appendix of this report. System Safety Program Plan Certification The annual System Safety Program Plan Certification form may be found in the Appendix of this report. Inter-County Services Coordination efforts between adjacent counties continue due to the close proximity of the transit boundaries. One example of coordination is the implementation of the Pick 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

Up Line service in the Poinciana area. This service is operated by LYNX under contract to the Polk BOCC. This service provides travel and connectivity to public transportation for Polk and Osceola Counties. Natural Disaster/Emergency Preparedness PCTS plays an important role in Polk County’s Emergency Response Plan, and is classified as ESF-1 for emergency operations. When an evacuation requiring transportation is declared by Polk County Emergency Management, the Polk County School Board, PCTS, and the LAMTD will activate their plans to ensure that transportation services are provided in a timely manner. The following vehicles are available to provide transportation to primary and special care shelters or appropriate medical care facilities. 

Standard School Buses and Vans/Buses - The School Board will provide school buses and the PCTS and LAMTD will provide vans and/or buses to transport ambulatory people.

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Lift-Equipped Vehicles - The School Board, PCTS, the LAMTD and WHAT will provide buses equipped with lifts to transport individuals confined to wheelchairs.

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Ambulances - Polk County Emergency Medical Services (EMS) ambulances will transport individuals requiring medical attention during transportation. PCTS and Southeast Christian Assembly (SECA) Transportation will provide stretcher service for those who do not need medical attention during transport.

Education Efforts/Marketing Presentations on the TD program and services are made at agency meetings and at county and city sponsored events. Ride Guide information is distributed for target groups like senior citizens and new comers. The objective for 2006/07 is to implement a common marketing plan for the provision of “seamless” transit services. Plan implementation will be guided by the Polk Transportation Authority Board consisting of representatives from the Polk County BoCC, LAMTD, WHAT and the municipalities of Polk County. SERVICE STANDARDS Drug and Alcohol Policy Each CTC, and any transportation operators from whom service is purchased or funded by local government, state or federal transportation disadvantaged funds shall assure the purchaser of their continuing compliance with the applicable state or federal laws relating to drug testing (specifically, Section 112.0455, Florida Statutes; Rule 14-17.012 and Chapters 59A-24 and 60L-19, F.A.C.; and 41 U.S.C. 701; 49 C.F.R., Parts 29 and 382; and 46 C.F.R., Parts 4, 5, 14, and 16). The Polk County Coordinated System adheres to the Florida Department of Transportation Drug and Alcohol Policy established and approved by the Polk County BoCC and incorporated within each contract. 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

Drug and alcohol testing for safety sensitive job positions within the coordinated system regarding pre-employment, randomization, post-accident, and reasonable suspicion as required by the Federal Highway Administration and the Federal Transit Administration. The Polk County Coordinated System adheres to the Florida Department of Transportation Drug and Alcohol Policy established and approved by the Polk County Board of County Commissioners and incorporated within each contract. Transportation of Escorts and Dependent Children An escort of a passenger and dependent children are to be transported as locally negotiated and identified in the local Transportation Disadvantaged Service Plan. For paratransit trips within the Polk County Coordinated System, children under the age of 16 and individuals requiring special assistance will be accompanied by an escort, unless waived in writing prior to boarding by the parent/guardian and verbally by the operator/provider and in agreement with the CTC Program Manager. In cases where it is not evident the individual needs special assistance requiring an escort, a medical document stating the reason an escort is needed will be required. The escort must be able to provide the necessary assistance to the passenger and will be transported without co-pay. Typically, one escort is authorized for each scheduled passenger with additional escorts considered on a case-by-case basis. A parent or guardian escorting an under age child may not bring additional children unless the other children have a scheduled reservation and are being transported to receive a service. Agencies who schedule under age children for services will be responsible for providing escorts or bus aides if a parent or guardian does not accompany the child. Child Restraint Devices Use of child restraint devices shall be determined locally as to their responsibility, and cost of such device in the local Transportation Disadvantaged Service Plan. For paratransit trips within the Polk County Coordinated System, all children under the age of three (3) shall be in an appropriate child restraint carrier during transport. Children who are the ageâ&#x20AC;&#x2122;s three (3) to five (5) shall be in a child restraint seat or in seat belts during transport. Due to sanitary reasons related to transmittal of communicable diseases, the child restraint seat must be provided by the accompanying adult or escort. Passenger Property Passenger property that can be carried by the passenger and/or driver in one trip and can safely be stowed on the vehicle shall be allowed to be transported with the passenger at no additional charge. Additional requirements may be negotiated for carrying and loading rider property beyond this amount. Passenger property does not include wheelchairs, child seats, stretchers, secured oxygen, personal assistive devices, or intravenous devices. Within the Polk County Coordinated System, passengers must be able to independently carry any items brought onto the vehicle. Drivers will not be allowed to carry passenger property, other than on and off of the vehicle, unless prior approval has been made 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

through central schedule/dispatching and with the CTC Program Manager’s approval. Regarding oxygen units, only personal/portable oxygen units accompanying the passenger shall be transported and must be properly secured or stowed during transit. Lost and Found Polk Transit assumes no responsibility for the care and/or protection of any personal belongings left unattended on Polk Transit property, nor for loss under any circumstances, including theft, vandalism of malicious mischief of such belongings. For lost or abandoned property, Polk Transit will retain custody of the property for ninety (90) days. After 90 days the property will either be discarded or donated to a non-profit organization. Call 1-855-POLKBUS (1-855-765-5287) for inquiries about lost property. The vehicles will be checked at the end of the service route daily for items left unattended. Vehicle Transfer Points Vehicle transfer points shall provide shelter, security, and safety of passengers. The Polk County Coordinated System does not currently use vehicle transfer points for paratransit trips. In the event that transfer points are needed, the transfer will take place at a location that provides shelter, security, and safety of passengers. Local Toll Free Phone Number A local toll free phone number for complaints or grievances shall be posted inside the vehicle. 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. Vehicles providing paratransit service within the Polk County Coordinated System shall have signs posted within sixty (60) days of contract execution listing the CTC’s toll free telephone number for comments/complaints (fixed route public transit operators within the Coordinated System may instead post their local toll free telephone number) and a toll free telephone number for comments/complaints to the Commission for the Transportation Disadvantaged Ombudsman. The CTC’s and the Ombudsman’s toll free numbers will also be listed in the CTC’s users guide along with information on how to file a complaint. The CTC has an adopted grievance procedure approved for the Polk County Coordinating System. Any complaints or grievances not resolved between both parties within 30 calendar days will be referred to the Grievance Subcommittee of the Polk County Transportation Disadvantaged Coordinating Board. Out of Service Area Trips Medicaid reimburses for a recipient to be transported to sources of medical care within his/her locality, except when the required medical care is not available within that locality. For the purpose of this policy, the locality is defined as the recipient’s county of 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

residence. When the required medical care is not available within the recipient’s county of residence, Medicaid authorizes reimbursement for out-of-county transportation to the closest facility that can provide those Medicaid compensable services. All transportation provided must be the most cost-effective and most appropriate method of transportation available to each transportation-eligible Medicaid recipient. Out-of-service area medical appointments must be scheduled at least seventy-two (72) hours in advance and not more than one week in advance. Exceptions to the seventytwo (72) hour or less scheduling rule include extenuating circumstances such as:  post-operating procedures  follow up appointments in less than seventy-two (72) hours  urgent care  hospital and emergency room discharges  transportation to appointments made to replace missed appointments that were not caused by the Medicaid recipient’s negligence Out-of-service area transportation for extenuating circumstances will be provided within three workdays or less. Customers may be multi-loaded with other customers traveling in the same general vicinity. Medical documentation is required to verify the service cannot be received locally. All out-of-county trips of more than 100 miles must be prior-approved by the Transit Services Division Director or Program Supervisor. Polk County Transit Services will only coordinate Medicaid transportation for residents of Polk County. Residents of other counties will not be handled through Polk County. Trip reservations for out-of-county transportation are accepted Monday through Friday, 7:00 a.m. to 6:30 p.m.; and Saturdays, 8:00 a.m. to 5:00 p.m. Out-of service- area trips requested for same day is not available. Days, Service Hours and Areas of Service for Out-of-Area Trips: Locations:

Days of Travel:

Osceola and Orange Counties ----------------

Tuesdays and Thursdays

Tampa Area ------------------------------------ ---

Monday through Friday

Gainesville Area ----------------------------------

Thursdays

Other Areas ----------------------------------------

Wednesdays

Customers requiring out-of-county transportation must schedule appointments so that they are cared for or treated between the hours of 9:00 AM and 12:00 Noon. 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

Customers traveling to Osceola and Orange counties as well as the Gainesville area will be connected with Lynx or Access Lynx Paratransit Services where possible, at the discretion of PCTSâ&#x20AC;&#x2122; Customer Service Representatives. Out of Area Pick-up and Drop-off Windows There is a minimum 2 hour pick-up and drop-off window on out-of-county trips. This means that a person could be picked-up as early as 2 hours before his or her requested pick-up time. Trips may be and most likely will be multi-loaded in vehicles with other passengers who share common pickup and/or travel destinations. Necessary & Convenience Trips Necessary trips are defined as trips for the purpose of Medical, Medical Related or other Life Sustaining. Convenience trips are defined as any trip that does not fall under the categories listed above as Necessary trips. Taking the passenger to the nearest bus stop to utilize fixed route service bus and diala-ride options will be used at the discretion of the transit agency whenever suitable and reasonable. PCTS will reserve the right to restrict service due to capacity and funding constraints. Requested trips may not always be able to be accommodated. Alternatives to requested dates and times for trips will be offered wherever possible. Non-Emergency Stretcher Transport Stretcher Vehicle: A stretcher vehicle is an enclosed vehicle that accommodates bedbound passengers and is equipped with locking devices to secure the passenger during transit. Stretcher service is available for Medicaid beneficiaries who are non-ambulatory and need assistance to be transported to and from their homes and the vehicle receive health care treatment in a reclining position and requires the attention of an attendant. No flashing lights, sirens or emergency equipment are required to be installed on a nonemergency stretcher vehicle. Stretcher services are only provided in non-emergency situations where: The Medicaid beneficiary needs to remain in a lying position but do not require the administration of life support; or The Medicaid beneficiary has severe mobility disabilities that render them unable to sit in any upright position for prolonged periods of time. 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

A medical professional’s verification or documentation of the beneficiary’s need for transport by a stretcher vehicle may be required. An otherwise ambulatory Medicaid enrollee requires radiation therapy, chemotherapy, or dialysis treatments which result in a disabling physical condition after treatment, making the enrollee unable to access transportation without personal assistance such as that which is provided by an Nonemergency stretcher service; If a person is able to ambulate without assistance; or if wheelchair is the usual mode of transport and there are no disabling conditions that require transport in a reclining or lying position; and if personal assistance as described above is not necessary and/or not provided, then Stretcher transport service should not be requested and Paratransit services should be requested. A prior authorization is required for the stretcher transport and may require the support of documentation such as the order of a practitioner who is the Medicaid enrollee’s:  Attending physician;  Physician’s assistant;  Nurse practitioner;  Attending physician;  Other type of medical practitioner. Non-emergency stretcher transportation may be ordered if any of the following conditions is present: The Medicaid enrollee has a disabling physical condition other than one described above or a disabling mental condition requiring personal assistance provided by Non-emergency stretcher services; and, The ordering practitioner certifies that the enrollee cannot be transported nonemergency Paratransit service, bus or private vehicle and there is a need for Nonemergency stretcher service. The ordering practitioner must identify the condition which qualifies the use of Nonemergency stretcher services. Non-emergency stretcher service is bed-to-bed; from the enrollee’s place of residence through the door of the qualified Medicaid treatment facility. The enrollee must be transferred from the transport provider’s stretcher when receiving medical treatment.

Transport from place of residence to a routine medical appointment: Ensure that residence has clear access at the entryways and travel paths of the residence. A ramp is preferred at the residence. If there is no ramp in place, and the entryway is not flat, the number of steps must not exceed three (3), with each step not 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

exceeding 9 inches in height and 12 inches in depth. All steps must be stationary, stable and in good repair. The receiving facility must be prepared to provide treatment upon arrival of the stretcher transport vehicle, and have a treatment room available for the patient to be transferred to. The stretcher transport team will be prepared to make the necessary transfer. Non-emergency stretcher vehicles may also be multi-loaded with wheel chair and ambulatory transports for Paratransit eligible enrollees in the same vehicle as Nonemergency stretcher service enrollees. Transport to or from a skilled nursing facility or hospital or other medical treatment facility: Assistance from the Nurse in charge will be requested to assist the driver and attendant in locating the recipient scheduled for transport. The recipient must be ready to be transferred onto the non-emergency stretcher transport vehicle at the time of arrival for the driver and the attendant. The receiving facility must be prepared to receive the recipient upon arrival and provide necessary assistance to the non-emergency stretcher transport driver and attendant to make the transfer from the stretcher.

Personal Assistance An enrollee who can walk to and from a vehicle, his or her home, and a place of medical services without such assistance is deemed not to require personal assistance. In providing personal assistance, the non-emergency stretcher driver and attendant may physically assist the recipient, guiding the recipient in close proximity to prevent any potential injury due to a fall or other sudden loss of steadiness or balance. No personal assistance will be provided that requires installation, removal, adjustment or other interference with medical equipment or devices. Portable oxygen apparatus may be lifted or carried by the non-emergency stretcher driver or attendant. Personal assistance will not be provided when hazards and harmful situations exist such as uncontained secretion of bodily fluids, open wounds, etc. The direction of the non-emergency stretcher driver and attendant will be accepted when an on-site assessment and observation of potential harmful situations exist. Transportation may be denied when such uncorrectable situations exist. We are committed to providing the non-emergency stretcher transport service with a high regard for the personâ&#x20AC;&#x2122;s safety, dignity and respect. Ensuring the patientâ&#x20AC;&#x2122;s dignity allows the patient to feel as if they are being treated respectfully. To avoid sensitivity 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

issues and misunderstandings, patients are required to be covered with sheets and appropriate clothing at all times during transport. The weight capacity for a routine non-emergency stretcher (cot) is 600 pounds. However, if an individualâ&#x20AC;&#x2122;s weight is at 350 pounds or more, the driver and attendant will request additional assistance to make the transfer safe. If professional assistance is not on site, the transport may be delayed until additional assistance is made available by either the support of another non-emergency stretcher team, Non-emergency EMS or Fire Rescue. The stretcher transfer will be done by the conventional sheet method (see attached diagram). Scheduling and Pick-Up Window Except for subscription service, routine appointments may be scheduled with a minimum of three (3) days advance notice, and up to 7 days in advance. Same day requests may be made when the transport is to or from an urgent care treatment facility. Same day trips will be granted with a minimum three (3) hour response time for local trips. Out of area requests will be granted with an additional 30 minutes response time for each 15 miles of travel out of the local area (County). Polk County Transit Services scheduling staff may be reached during normal office hours at (863) 534-5500 (Monday through Friday, from 7:00 a.m. through 6:30 p.m., and Saturdays from 8:00 a.m. through 5:00 p.m.). Trips may also be scheduled through an After-Hours Operator by calling (863) 5345500. The stretcher transport may be provided by Polk County Transit Servicesâ&#x20AC;&#x2122; staff or through a contracted transport provider. All trips that are Medicaid reimbursed must be arranged and prior-authorized by Polk County Transit Services which serves as the Community Transportation Coordinator (CTC). Vehicle Cleanliness Interior of all vehicles providing service in the Polk County Coordinated System 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 Billing requirements of the CTC to subcontractors shall be determined locally by the local Coordinating Board and provided in the local Transportation Disadvantaged Service Plan. All bills shall be paid within 7 calendar days to subcontractors, after receipt of said payment by the CTC, in accordance with Chapter 287.0585, Florida Statutes. 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

All Polk County Coordinated System for-profit operators will invoice the CTC by the end of the week following service delivery, on the appropriate invoice forms made a part of the operator’s contract. Invoices will be logged in by the CTC Fiscal Unit and will be handled invoice by invoice, first come, first reviewed. The operator will be reimbursed within 45 days of receipt of an approved, final, corrected invoice. This is covered in the operator’s contract. Passenger/Trip Database Passenger/trip data base must be maintained or accessible by the CTC on each rider being transported within the system. For all trips provided by the Polk County Coordinated System, including trips provided by the CTC or brokered to coordinated operators, passenger/trip data will be collected and entered into the CTC’s Trapeze automated scheduling and dispatch system. Each coordinated operator will keep the appropriate information necessary to satisfy the CTC in making eligibility assessments and fulfilling reporting requirements as determined by any and all funding agencies. These requirements are outlined in each contract. Adequate Seating Adequate seating for paratransit 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, 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. The Polk County Coordinated System will ensure that vehicle seating will not exceed the manufacturer's recommended capacity or, when applicable, the Florida Department of Transportation seating guidelines. Driver Identification and Uniform Requirements 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. All drivers for the Polk County Coordinated System will have a picture identification displayed at all times when transporting passengers. The driver may also be identified by a standard uniform. Drivers providing Polk County Coordinated System paratransit 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. 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

General Passenger Assistance Drivers providing Polk County Coordinated System paratransit services 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. In the door-through-door paratransit service category, the driver shall be required to open and close doors to buildings, except in situations in which assistance in opening/closing building doors would not be safe for passengers remaining on the vehicle. Assisted access must be in a dignified manner. At no time shall the vehicle leave the sight of the operator. The operator will not enter the residence. Operators will assist with bags for elderly and disabled persons pursuant to the adopted Bag Policy. Assistance will not be given if the operator determines the area from the door to the vehicle to be unsafe for the passenger and themselves. This includes walkways that are not clear of objects and/or debris. Drivers may not assist wheelchair up or down more than one step, unless it can be performed safely as determined by the passenger, guardian, and driver. Assistance will not be given if steps or ramps appear not to be properly constructed or maintained. If the passenger does not concur with the operator’s professional determination of the area, he or she may call into the dispatch office and a supervisor will be dispatched to the address in question for a second opinion of the area in question. The supervisor will notify the passenger when the determination is made and proper documentation of the determination will be maintained in the client’s file. Bags Policy Operator will assist with three (3) large or six (6) small bags per trip, per elderly or disabled passenger. Assistance with bags would be given upon request of the passenger. A bag would be defined as one large paper or plastic sack (weight not to exceed 10 pounds) or two small plastic bags (weight not to exceed 5 pounds each). Any item meeting the preceding requirements may be substituted for a “bag.” Any passenger violating this policy will be given one (1) letter of warning. A second occurrence will result in denial of transportation. Escorts may accompany (when scheduling permits) to assist with shopping bags. Shopping trips should be limited to an amount of bags being loaded that will not interfere with scheduled route and paratransit service times. Passengers are expected to load and unload quickly to allow the route to continue in service. Smoking, Eating and Drinking Smoking is prohibited in any vehicle. Requirements for drinking and eating on board the vehicle will be addressed in the local Transportation Disadvantaged Service Plan. There will be no smoking in any vehicle serving the Polk County Coordinated System. Eating and drinking by the client in the vehicle will be at the discretion of the driver. 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

No Show Policy The CTC and the Local Coordinating Board has established the following no-show policy for Polk County Coordinated System: The CTC shall adhere to ADA no-show policies regarding ADA Complimentary Paratransit trips. For other paratransit trips, trips should be canceled in enough time to inform the driver before leaving to pick up the client, i.e. a minimum of two hours notice. Cancellations at the door will be considered a “no show”, and if frequent, may result in temporary suspension from the program. Same day cancellations should be called to the CTC’s or operator’s office during regular business hours of 8:00 a.m. to 5:00 p.m., Monday through Friday. Cancellations for future dates must be called to the CTC’s office. If it is necessary to cancel a trip outside of regular business hours (i.e. weekends and evenings), the client should call (863) 534-5360, and an answering service operator will take the call and record the information. If a client fails to notify the appropriate entity, and an expense is incurred due to a vehicle being dispatched for that client, and that client is not available, or has decided not to go, then the client is classified as a “no show”. On the first “no show”, the driver will leave a “no show” notice on the client’s door. On the second “no show” occurrence, a letter of warning will be sent from the CTC. If a third infraction occurs within 60 days, a letter notifying the client that he/she has been suspended from service for a 30 day period will be sent by the CTC. When the client is again reinstated to the program, and if three infractions occur within 60 days, the suspension will be extended to 45 days. When the client is again reinstated to the program and if three infractions occur within 60days, the suspension will be extended to 90 days. A “no show” infraction occurring within 30 days of reinstatement after the third infraction will result in automatic suspension with the possibility of no reinstatement. Sponsoring agencies may request a reinstatement for their clients by written request. The reinstatement will be considered with the provision that documentation is provided stating that the habitual “no show” client has been counseled on the policies and responsibilities of using the coordinated transportation system (i.e., canceling trips appropriately, shared ride, costs to the CTC, future loss of transportation). After an agency’s request for reinstatement has been granted, a “no show” that occurs within 30 days of reinstatement will result in automatic suspension with the possibility of no reinstatement. Appeals to suspensions must be made through the adopted grievance procedure. Late Cancels Policy Trips not cancelled at least 45 minutes prior to scheduled pick up time will result in a noshow and the No Show Policy would be effective.

Personal Care Attendants (PCA) and Companions ADA defines a PCA as someone who provides assistance in activities of daily living for the passenger that he or she is unable to provide for him or herself. One (1) PCA must be allowed to ride at no charge per ADA law. 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

All PCTS/ADA passengers shall be allowed one companion rider regardless of age to accompany them at the current rate of the passenger fare when prearranged. This companion must be made known to the Scheduler at the time the request for transportation is made. A companion may not be another PCTS eligible rider. All eligible PCTS riders must schedule their trip separately under PCTS scheduling guidelines. Service Animals PCTS vehicles will allow service animals to board their vehicles. Pets or companion animals will not be transported on PCTS vehicles, caged or otherwise. The ADA defines a service animal as any guide dog, signal dog, or other animal individually trained to provide assistance to an individual with a disability. Service animals perform some of the functions and tasks that the individual with a disability cannot perform for him or her. "Seeing eye dogs" are one type of service animal, used by some individuals who are visually impaired. The care or supervision of a service animal is solely the responsibility of his or her owner. The passenger and the service animal may be asked to exit the vehicle if the service animalâ&#x20AC;&#x2122;s behavior poses a direct threat to the health or safety of others. Mobility Devices, Ramps, Curbs & Steps Operators will assist passengers in manual mobility devices up or down one curb or standard size step. Operators will take an unoccupied, "common" (30"X48"), manual mobility device up or down no more than 3 steps. All ramps and walkways must be cleared of clutter or debris and properly maintained to allow a safe area for the operator to assist. If the area is deemed unsafe, assistance for the passenger will not be given and transportation will be denied for that trip unless the passenger can meet the operator at the vehicle. Mobility Devices The Americans with Disabilities Act (ADA) prohibits discriminating against individuals with disabilities in providing transportation services. All "common wheelchairs" and their users must be transported. A "common wheelchair" is defined by the ADA as a mobility device (including three-wheeled scooters), which safely fits on a standard passenger lift, has maximum dimensions of 30" by 48" and a maximum combined weight of 600 pounds of both passenger and common wheelchair. Operators must require that a passenger permit his/her common wheelchair to be secured, if the common wheelchair can be properly secured. If the bus securement system cannot be used properly on a particular common wheelchair, operators must use their "best efforts" to restrain or confine the common wheelchair to the securement area and advise the common wheelchair passenger of a potential hazard. At the userâ&#x20AC;&#x2122;s request, Operators may not deny transportation to common wheelchair users because 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

his/her common wheelchair cannot be secured satisfactorily by the bus securement system. Operators are to assist passengers in using passenger seat and/or shoulder belts upon request. The use of seat/shoulder belts is at the option of the passenger, but is strongly recommended by the transit agency. If an operator asks the common wheelchair passenger to use the seat/shoulder belt and the passenger refuses, the operator should immediately notify the dispatcher/supervisor that the operator did make an attempt to have the common wheelchair passenger use the seat/shoulder belt, and the passenger refused. While the operator may recommend that passengers using "scooters" transfer from the "scooter" to a bus seat if the person is willing to do so, the passenger is not required to transfer. Intending passengers using a mobility device not a common wheelchair shall not be transported by PCTS vehicles. Operators are not permitted to drive or operate a motorized mobility device. Operation of the device is the sole responsibility of the passenger or their designee. Inclement Weather Inclement weather (including but not limited, hurricane conditions, torrential rain, high winds) may result in the PCTS system operating behind schedule or ceasing service for a period of time. If PCTS deems that the service is running behind schedule due to inclement weather, PCTS reserves the right to prioritize trips on these days in the following order; medical, medical related, life sustaining, support group, other. Reporting Elderly and Disabled Abuse Polk County Transit Services is committed to report abuse, neglect and exploitation. Employees of Polk County Transit Services are mandated to report any suspected or known abuse, neglect or exploitation to the State of Florida Central abuse Registry.

All employees of Polk County Transit Services who know or have reasonable cause to suspect that a child, elderly person or disabled adult is or has been abused, neglected or exploited, shall immediately report such knowledge or suspicion to the State of Florida Abuse Registry and Tracking System by calling the statewide toll free telephone number 1-800-96ABUSE or by faxing this information to Registry and Tracking System (1-800-914-0004) using the Department of Children and Families Abuse/Abandonment /Neglect/Exploitation Fax Transmittal Form. The employeeâ&#x20AC;&#x2122;s direct supervisor should be notified in writing.

2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

Two-way Communication All vehicles providing service within the Polk County Coordinated System shall be equipped with two-way communications in good working order and audible to the driver at all times to the base. Bus Operator Wireless Communication Device Policy Purpose This policy is intended to ensure the safe operation of Transit and Paratransit vehicles used to transport clients. Personal Cell Phone Usage To ensure the safety of PCTS staff, other employees and the general public. Transit Staff are prohibited from using “wireless communication devices” [i.e. mobile/cell phones hands-on or hands-free, head sets, personal digital assistants (PDA’s), portable computers] to conduct oral communications; to place or receive telephone calls; to send or read electronic mail or text messages; to play games; to navigate the Internet; to play, view or listen to television broadcasts or music; to execute computational functions, or to perform any other function that is not necessary for the health or safety of the person and that entails the risk of distracting the driver from a safety critical task while driving Transit or Para-transit vehicles used to transport clients. “Wireless communications devices” must be turned off while operating county vehicles or when performing other transit critical functions such as conducting pre/post trip inspections. Should employees need to make business or personals call, they must locate a lawfully designated area to park and make the call. Two-Way Radios, Transit issued Pages and Mobile Data Terminals (MDTs) This policy does not apply to the use of vehicle’s two-way radios; Transit issued pagers or mobile data terminals (MDT’s). The use of these communication devices is essential for the safe and effective operations of Transit and Para-transit services. However, the use of two-way radios must be brief and limited to business purposes only (i.e. emergencies, problems, unusual traffic congestion or detours, delays or late arrivals and transfer coordination). The use of Transit issued pagers and mobile data terminals (MDT’s) must not take place while vehicles are in motion. Communications through the use of Transit issued pagers and MDT’s must take place while vehicles are at a complete stop at a safe and lawful area. Out-of-County Company Provided Cell Phones Out-of County cell phones are provided to allow two-way communication between dispatch and operators who are driving outside the reach of the vehicle’s two-way radio. Nevertheless, unless otherwise authorized, company provided cell phones must be used only for transit related purposes. Should employees need to make a transit related 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

call; they must locate a lawfully designated area to park and make the call. Employees must fully reimburse the Polk County Board of County Commissioners for any personal use of a company provided cell phone. Discipline Since the use of â&#x20AC;&#x153;wireless communication devicesâ&#x20AC;? while driving commercial vehicles may be extremely hazardous to drivers, other employees and the general public, in order for Polk County Transit Services to ensure the use of sound safety practices, any violations of this policy will result in the following disciplinary actions: 1. First Violation of this policy will result in a minimum of a Written Reprimand. 2. Second Violation of this policy within a three year period will result in a minimum of a Three (3) day suspension without pay. 3. Third Violation of this policy within a three year period will result in an Immediate Termination. Reference: BOCC Employee Handbook, Section 10.15 (Disciplinary Policies and Procedures), Item #10 (Violating a Safety Rule or Safety Practice) Air Conditioning/Heating All vehicles providing service within the coordinated system shall have working air conditioners and heaters in each vehicle. Vehicles that do not have a working air conditioner or heater will be scheduled for repair or replacement as soon as possible. If the heat or air-conditioning malfunctions in a vehicle providing service within the Polk County Coordinated System, the driver must have CTC permission to finish the day. Vehicles with malfunctioning heater or air conditioning systems must be repaired before the next service day. Driver/Employee Training Requirements All drivers/employees will be trained in accordance with requirements under the Coordinated System. Training will be provided by approved trainers as identified by the Coordinator. An employee training log will be kept and updated to include dates of all refresher trainings and available for monitoring by the CTC. Training will include at a minimum: 1. National Safety Council Defensive Driving Program or standard industry approved safety program. 2. Instruction on daily vehicle inspections. 3. Passenger Assistance Techniques 4. Training in daily passenger manifests, vehicle condition reports, incident reports, accident reports and procedures. 5. Sensitivity and Awareness Training 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

6. New hires shall receive all required training within 45 calendar days of hire. Proof of training for each employee shall be received by the Coordinator within 14 calendar days after completion. Pick-up Windows and On-Time Performance The Polk County Coordinated System has established a standard of 90% on-time performance for all completed trips. “On-time” has been defined as no more than nine (9) minutes later than the scheduled arrival time for a scheduled appointment. “Will Call” or trips for return pick-up, between the hours of 6:00 a.m. and 6:00 p.m., will be evaluated on the one (1) hour return time of pick-up for trips in Polk County, unless another time is agreed upon. Trips for return pick-up, between the hours of 6:00 p.m. and 6:00 a.m., will be evaluated on the two (2) hours return time of pick-up for trips in Polk County, unless another time is agreed upon, and within a reasonable time for return trips for pick-up outside the County. Advance Reservation Requirements Within the Polk County Coordinated System, except for ADA paratransit trips, a minimum of 72 hours (3 days) notification is required for scheduling trips. With the exception of ADA paratransit trips, trips that are requested less than 72 hours in advance may be scheduled only on a space available basis. ADA paratransit trips will be provided in accordance with the Americans with Disabilities Act. Public Transit Ridership The CTC and the Local Coordinating Board should jointly establish a percentage of total trips that will be placed on the fixed route system. A Polk County Coordinated System standard has been jointly established by the CTC and the local Coordinating Board that fixed-route trips will equal at least 25% of total trips. Complaint Standard The Polk County Coordinated System standard is no more than two (2) complaints per 1,000 trips. Accidents/ Roadcalls The CTC and local Coordinating Board will review accident and road call history at least annually. CTC Performance Standards are no more than 1.0 accident per 100,000 miles and at least 30,000 miles between road calls. Call Hold Time Within the Polk County Coordinated System, all calls should be answered by the third ring and callers should not be placed on hold for longer than two minutes without status announcements. 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

Vehicle Securement Vehicles will not be left running and unattended; however, vehicles with passengers may be locked with the windows down and the key removed. Liability Insurance The Community Transportation Coordinator (CTC) shall ensure compliance with the minimum liability insurance requirement of $200,000 per person and $300,000 per incident, which are comparable to Section 768.28(5), Florida Statutes, and limits for all transportation services purchased or provided for the transportation disadvantaged through the CTC. The CTC will indemnify and hold harmless the Local, State, and Federal governments and their entities, departments, and the Commission from any liabilities arising out of or due to an accident or negligence on the part of the CTC and all Transportation Operators under contract to them. Any liability insurance coverage in excess of $1 million per incident, where its cost is included in the service rate, must be approved by the Commission before its cost is included in any purchase of service contract. Documentation from the CTC must fully justify the need for the additional insurance coverage. The justification will identify the reasons for the additional coverage, the incremental cost of the additional coverage on each unit of transportation service and the estimated additional annual cost to each contracting agency/entity. The Polk County Coordinated System has established a $300,000/combined single limit. This is a Polk BOCC requirement. Safety Requirements Each CTC, and any transportation operators from whom transportation service is purchased with local government, state or federal transportation disadvantaged funds, shall ensure the purchaser that their operations and services are in compliance with the safety requirements as specified in Section 341.061(2)(a), Florida Statutes, and Chapter 14-90, F.A.C. Weapons & Contraband or Illegal Activity Weapons, concealed or otherwise, contraband and illegal activity are prohibited on PCTS vehicles. Violators will be removed from the vehicle, lose all future ride privileges, and will be reported to proper law enforcement without hesitation. Abusive Behavior Abusive behavior of any type, directed towards PCTS employees or passengers, will not be tolerated. Instances of abuse will be thoroughly investigated on a case-by-case basis and transportation services may be interrupted while the investigation is pending. The severity of the instance will determine the penalty and may range from a letter of warning to criminal prosecution. PCTS reserves the right to suspend and/or revoke transportation privileges in cases of abusive behavior when the safety and well being of 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

the employees and/or passengers is compromised. (See additional Code of Conduct and Trespass Guidelines) Under Florida Statute 784, assault against a Transit employee while engaged in the performance of his or her duties is a misdemeanor of the second degree or a misdemeanor of the first degree depending on the gravity of the offense. Battery against a transit employee while engaged in the performance of his or her duties could be constituted as a misdemeanor of the first degree or a felony of the third degree depending on the gravity of the offense.

Code of Conduct and Trespass Guidelines To help ensure the safety, security, comfort and convenience of all those who use our services, Polk County Transit Services has established a Code of Conduct and Trespass Guidelines to regulate conduct on Polk County Transit property. Our aim is for transit passengers to enjoy a safe, secure, comfortable and inviting atmosphere, and to improve the overall efficiency of the transportation system. The bus driver's primary job is to operate the bus safely. If problems arise on the bus, the bus driver's first priority is to determine if a person’s safety or security is at stake. The driver will assess the severity of the problem and resources available, and respond accordingly. The bus driver, at his/her discretion, may choose to talk to the passenger, call for assistance, submit a report on the incident at the end of their shift, or take no immediate action. In the case of minor infractions of the code of conduct, Polk County Transit’s general guideline for the driver would be to continue on the route rather than inconvenience other riders by delaying service. The bus driver is the person in authority onboard the vehicle at all times. Enforcement of the code of conduct is handled through a network of professionals that can be called upon by the bus driver, if and when needed. The Code of Conduct guidelines apply to all activities that occur in or on: 

Polk County transit buses and vehicles or those of its contracted transportation providers

   

Transit Service Centers Park and ride lots Bus Terminals or Bus Shelters Other passenger facilities

Those in violation will be asked to leave the vehicle or facility immediately. Polk County Transit’s Rider Rights and Responsibility and Code of Conduct: 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

            

Respect other passengers' privacy Do not cause safety problems (i.e., distract the driver in any way) Use headphones No eating, smoking or littering No alcoholic beverages No open beverage containers No weapons of any kind Do not harass driver or other riders Do not lie down on the seats Respect property of the transit agency Bring correct change Be ready to board and unboard safely Use Polk County Transit services and facilities for transportation purposes only

A. Prohibited Conduct The following conduct is prohibited on PCTS vehicles (owned or operated), within or upon PCTS facilities and properties, and in connection with PCTS provision of public transportation services: 1. Committing any act which tends to create or incite, an immediate breach of peace, including, but not limited to (a) fighting, (b) obscene language, and (c) personally abusive epithets, words or language of an offensive, disgusting or insulting nature to a PCTS operator or Administrative staff. 2. Discarding litter other than in designated receptacles; 3. Allowing any animal to run at large, to unreasonably disturb others, or interfere with transit-related activities; 4. Roller-skating, roller-blading or skateboarding; 5. Riding bicycles, unicycles, mopeds and motorcycles, except where vehicle travel and access is permitted; 6. Eating or drinking on PCTS vehicles or in prohibited areas of PCTS facilities and properties; 7. Operating, stopping, standing or parking a vehicle in any roadway or location restricted for use only by PCTS vehicles or otherwise restricted; 8. Extending an object or a portion of one’s body through the door or window of a PCTS vehicle while it is in motion; 9. Hanging or swinging on bars or stanchions, with feet off the floor, inside a PCTS vehicle or other PCTS property; hanging onto or otherwise attaching oneself at any time to the exterior of a PCTS vehicle or other PCTS property; 10. Using a PCTS facility for residential or commercial parking purposes; 11. Performing non-emergency repairs or cleaning of a vehicle on PCTS property; 12. Failing to present a valid, un-expired pass, transfer or ticket or otherwise failing to pay the appropriate fare as established by PCTS; 13. Possessing an un-issued transfer or tendering an un-issued transfer as proof of fare payment;

2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

14. Bringing onto PCTS property odors which unreasonably disturb others or interfere with their use of the PCTS system, whether such odors arise from oneâ&#x20AC;&#x2122;s person, clothes, articles, accompanying animal or any other source; 15. Engaging in illegal activity 16. Except at a designated place, smoking or carrying a lighted or smoldering pipe, cigar, or cigarette; 17. Playing any radio, recorder, or other sound-producing equipment, except that nothing herein shall prohibit the use of such equipment when connected to earphones that limit the sound to individual listeners or the use of communication devices by PCTS employees, PCTS contractors or public safety officers in the line of duty; 18. Spitting, urinating or defecating on PCTS properties or vehicles; 19. Carrying any flammable liquid, explosive, acid, or other article or material likely to cause harm to others except that nothing herein shall prevent a person from carrying a cigarette, cigar, or pipe lighter or carrying a firearm or ammunition in a way that is not otherwise prohibited by law; 20. Intentionally obstructing or impeding the flow of PCTS vehicles or passenger traffic, hindering or preventing access to PCTS vehicles, facilities, and properties, or otherwise unlawfully interfering with the provision or use of public transportation services; 21. Disturbing others by engaging in loud, raucous, unruly, harmful, or harassing behavior; 22. Destroying, defacing, or otherwise damaging property of PCTS; 23. Carrying any alcoholic beverages or controlled substances, unless otherwise authorized by law; 24. Drinking an alcoholic beverage or possessing an open container of the same. 25. Carrying, exhibiting, displaying, or drawing any firearm, dagger, sword, knife or other cutting or stabbing instrument, club, or any other weapon apparently capable of producing bodily harm, in a manner, under circumstances, and at a time and place that either manifests an intent to intimidate another or that warrants alarm for the safety of other persons; 26. Manufacturing, selling, delivering, or possessing with the intent to manufacture, sell, or deliver a controlled substance or who sells for profit any controlled substance or counterfeit substance on a PCTS vehicle, properties or facilities to include but not limited to; transfer center, bus shelter, bus stop, or park and ride lots; 27. Entering a PCTS vehicle with live pets or other animals, with the exception of service animals, that are not in a suitable pet carrier; 28. Entering a PCTS vehicle not wearing any type of footwear, with the exception of passengers using a wheelchair or similar device or children that are being carried; 29. Using a public address system, loudspeaker or other sound amplifying device; 30. Sleeping, camping or storing personal property on benches and floors on or within PCTS vehicles or PCTS facilities and properties, unless otherwise authorized by law;

2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

31. Entering or remaining upon any non-public areas of PCTS facilities and properties, including, but not limited to, staging areas, work areas and equipment rooms, except when authorized by PCTS or its designee; 32. Engaging in commercial activities, except as such activities are authorized by PCTS or its designee in a written permit, license, concession contract, lease or other written authorization; 33. Engaging in public communication activities. 34. Engaging in any civic, cultural and other special event, not included in the definitions of commercial or public communication activities, except as such activities are authorized by PCTS or its designee in a written permit, license, concession contract, lease or other written authorization; 35. Committing any act which tends to create or incite, or creates or incites, an immediate breach of peace, including, but not limited to (a) fighting, (b) racing, (c) obscene language and noisy or boisterous conduct tending to cause a breach of the peace, and (d) personally abusive epithets, or words or language of an offensive, disgusting or insulting nature, which epithets, words or language when addressed to the ordinary citizen are, as a matter of common knowledge, inherently likely to provoke a violent reaction of fear, anger or apprehension; 36. Using of PCTS vehicles, facilities, and properties for non-transit-related activities, except as authorized by PCTS; 37. Entering PCTS vehicles, facilities, and properties when lacking the ability, because of illness or intoxication, to care for one's self; 38. Dumping any materials whatsoever on PCTS property, including but not limited to chemicals and automotive fluids; 39. Throwing an object at PCTS property or at any PCTS person in PCTS property; 40. Falsely representing oneself as eligible for a special or reduced fare or obtaining any permit or pass related to the PCTS system by making a false representation; 41. Falsely claiming to be a PCTS bus operator or other PCTS employee; or through words, actions, and/or the use of clothes, insignia, or equipment resembling department issued uniforms and equipment, creating a false impression that he or she is a PCTS operator or other PCTS employee; 42. Violating any federal, state, or municipal civil and criminal laws. B. Trespass Enforcement 1. Removal from PCTS Vehicles, Facilities, and Properties. Any person engaging in prohibited conduct under the provisions in Section A may be refused entrance upon or ordered to leave PCTS vehicles, facilities and properties by a law enforcement official, PCTS personnel as authorized by the Division Director, or authorized personnel of a contracted service provider. Failure to immediately comply with such a removal order may be grounds for prosecution for criminal trespass and/or unlawful bus conduct. 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

2. Exclusion from Service. (a) Basis for Exclusion. Engaging in prohibited conduct as described under Section A shall be cause for excluding or restricting a person from entering and using all or any part of PCTS vehicles, facilities, and properties for a period of time not to exceed one year, unless otherwise authorized by Division Director or their designee. (b) Notice Procedure. PCTS shall give a person to be excluded from PCTS vehicles, facilities, and properties written notice, by personal delivery or by mailing a copy, by U.S. mail, return receipt requested, addressed to the person's last known address. The notice shall specify the reason for exclusion, identify the scope, duration, and effective date of the exclusion, and explain the appeal process. (c) Constructive Notice. Receipt of a notice is construed to have occurred if the person knew or reasonably should have known from the circumstances that he/she is excluded from PCTS vehicles, facilities and properties. Receipt of a notice is also presumed to have been accomplished three (3) calendar days after the notice has been placed in the U.S. mail to the personâ&#x20AC;&#x2122;s last known mailing address. (d) Immediate Refusal or Removal. A person may be immediately reseated, refused transportation, or removed from PCTS vehicles, facilities, and properties without prior written notice if the person has engaged in prohibited conduct under Section A or at PCTSâ&#x20AC;&#x2122; discretion, poses a safety or security risk, interferes with or impinges on the rights of others, impedes the free flow of the general public, or impedes the orderly and efficient use of PCTS vehicles, facilities, and properties. (e) Length of Exclusion. The following guidelines shall be used in determining the duration of a particular exclusion for engaging in prohibited conduct under the provisions of Section A. The actual exclusion period imposed may be shorter or longer depending on the circumstances of each case. The following lengths of exclusion: First Offense: up to 30 days Second Offense: up to 90 days Third Offense: up to 120 days Fourth Offense; up to 365 days Subsequent Offense: Indefinite length of time

2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

(f) Types of Exclusion. Exclusion may be limited to bus stops, super-stops PCTS Central Station or PCTS vehicles. Exclusion may include all of the above if warranted. The actual exclusion period imposed may be shorter or longer depending on the circumstances of each case Group Trips PCTS will accommodate group trips on a first come-first served availability basis. All passengers in the group must meet PCTS qualifications and adhere to the policies and procedures of the transit agency. All passengers and assistants must pay the fare agreed upon at the time the trip is arranged. The fare is due upon entrance of the vehicle unless other arrangements have been previously arranged and agreed upon by the transit agency. PCTS is unable to transport group trips for students attending primary, secondary, high school or other education facilities as an alternative to school board transportation. Group trips that cannot be accommodated by PCTS have the option of contacting private transportation organizations to inquire into chartering services. Student Transportation Under State provisions, local Boards of Education are required to provide transportation for students attending primary, secondary and high school facilities including, but not limited to, public, private and charter schools. Due to limited availability, PCTS is unable to assist in the provision of this transportation. ADA Compliance An agency or operator within the Polk County Coordinated System shall assure compliance with the American’s with Disabilities Act of 1990, as it is amended from time to time. Driver Criminal Background Screening All drivers in the Polk County Coordinated System must submit to a Florida Department of Law Enforcement background screening. Upon determination of an unfavorable report, the driver will be terminated. Contract Monitoring The CTC should have a written contract monitoring process in place to evaluate its coordination contractors and transportation operators. Contract compliance monitoring within the Polk County Coordinated System is done by an independent Contract and Compliance Officer in the County’s Human Services Department and includes on-site visits. Monitoring of standards is done on a monthly basis using reports required from providers and reports generated by the CTC’s 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

computer assisted scheduling program. Monitoring results are available to assist in the local Coordinating Board’s annual review of contract conformance with TDSP standards. Monitoring Procedure The CTC is responsible for assuring that operators and contractors are monitored at least once a year. Monitoring will include annual inspections for the following: 

Vehicles,



Insurance renewals and updates,



Staff training,



License and permit checks,



Client feedback on performance,



Non-discrimination policies,



Invoice verification to include, o actual trip length verification, o cost per trip verification,



Accident records,



Fully allocated cost review,



System Safety Plan adherence,



Client complaints, and



Trip logs.

Polk County Transit Services Community Transportation Coordinator Vehicle Compliance Policy 1. SCOPE

a. To make sure that Coordinating Agencies are in full compliance with 14-90 regulations. b. Identify responsibilities of the CTC, Coordinating Agency and Monitor. 2. PROCESS

a. Upon completion of a vehicle inspection the Monitor will provide a monitoring report to both the CTC and the Coordinating Agency. b. A formal letter will be sent by the CTC to the Coordinating Agency stating the corrective actions required and the time frame allowed for corrective actions. c. After inspection for compliance, the Monitor will send a formal finding to the CTC and Coordinating Agency. d. If corrective actions have still not been completed by the agency with in the time frame identified, the CTC will send a formal letter requesting the vehicle 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

be removed from services until which time the Monitor gives their formal response that the vehicle is in full compliance. e. If discrepancies require immediate removal of vehicle from revenue operations, the CTC will send a formal request for the removal of the identified vehicle from service until which time the Monitor submits a formal response that the vehicle is in full compliance. 3. DISCREPANCY CATEGORIZATION

1. Discrepancies requiring immediate removal of vehicle from revenue operations: (a). Any defect that will jeopardize the safe operation of the vehicle, including, but not limited to, tires, brakes, steering gear, and exhaust system. (b). A lack of or defects in securement devices, including, but not limited to, seats, seat belts, wheelchair restraints, and child restraints. (c). A lack of or defects in safety devices, including fire extinguishers, first-aid kits, and reflective triangles. (d). Carrying a number of passengers on board the vehicle exceeding the manufacturer’s designated rating for the vehicle. (e). Any unsafe transport or stowage of passenger property or any of the following: wheelchairs, child seats, stretchers, personal/portable oxygen, personal assistive devices, or intravenous devices. (f). Absence of any form of communication between the driver and his/her dispatcher. 2. Discrepancies that must be corrected within eight hours before the vehicle may be returned to revenue service: (a). Malfunctioning vehicle air conditioning systems, if applicable for the season. (b). Malfunctioning vehicle heating systems, if applicable for the season. 3. Discrepancies that must be corrected within seven calendar days: (a). Evidence that the vehicle’s driver is not following accepted passenger assistance techniques or providing courteous service. (b). Failure to have the provider’s identification and vehicle number affixed to the exterior of the vehicle; to have the required placarding on board the vehicle in view of the passengers; and, for the drivers to have proper identification and/or uniforms. (c). Evidence that passengers’ consumption of food or beverages is creating an unsafe or unsanitary condition. (d). Vehicle interiors with dirty or damaged seats that could soil items placed in the vehicle or provide discomfort to the passenger. (e). Damage to the vehicle through accidents or wear and tear that does not present a professional image for passengers transported by Polk Countysponsored providers. Contract Evaluation

2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

At the time the CTC receives applications for funding under Federal Transit Administration Section 5310, the LCB, Polk TPO, and the CTC review the reasonableness of the application and whether or not the trips could be provided by the CTC. Coordination contracts are only extended to those agencies that can provide transportation more efficiently and cost effectively. Coordination contracts are then reviewed prior to renewal. Fare Collection Policy All clients provided transportation services sponsored by the Transportation Disadvantaged Non-Sponsored Trust Fund Program will be required to pay a minimum of $2.00 for each one-way trip. (Round trip cost will be a minimum of $4.00.) The actual trip cost will be determined when the trip request is made. The co-pay will be deducted from the total cost of the trip, upon invoicing.

Request for Bids/Proposals/Qualifications The CTC will use the Request for Qualifications process in procurement of service providers under the coordinated system. The process is in accordance with Polk County government policies. Complaints and Grievance Procedures The CTC has an adopted complaint and grievance procedure. Any complaints or grievances not resolved between both parties within 30 calendar days will be referred to the Grievance Subcommittee of the LCB. (See Grievance Policy in the Appendix) Cost/Revenue Allocation and Rate Structure Justification The Commission has established the Rate Calculation Model, a standard process for the development of rates for the transportation services that are arranged or provided by the CTC. This model has been used to develop the local rate for all purchasing agencies, except fixed route and bus passes. The Rate Calculation Model worksheets and rates for services are reviewed and updated annually, and may be found in the Appendix of this report. This process allows for annual changes based on fluctuating expenditures and revenues and must be approved by the Commission. Periodically, for-profit operators are provided the opportunity to respond to a Letter of Interest that has been publicly noticed by the CTC. Through a Request For Qualifications (RFP) process (competitive procurement process required by Florida Statutes), operators are evaluated to determine those who are qualified and subsequently selected to contract with the CTC to provide transportation services within the coordinated system. As operator contracts expire, each existing operator has an opportunity to renew their contract, based upon contract fulfillment. The CTC currently released RFP-14-285 with the bid opening to be May 14, 2014. The following table reflects the maximum (not-to-exceed) reimbursement rates. 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

The RFP remains in full force and effect for a period of one year. Rate increases will only be considered if additional funding is obtained from funding agency, such as the Florida Commission for the Transportation Disadvantaged for TD services, or Medicaid non-emergency transportation services. In the event funds to provide said services become unavailable then all contracts and agreements will be null and void.

Table 6. Transportation Disadvantaged Trust Fund Service Rates Type of Service Pick Up Per Mile* Companion Ambulatory

N/A

Wheelchair

$2.10 $2.10

$20.00 $45.00

Stretcher

Vehicle Mile plus Flat Rate

Group Rates

$2.10 $2.10 on first person only

$7.00 NonMedicaid $7.00 NonMedicaid N/A Minimum of 4 people; $4.00 per person oneway

*Note: Per mile reimbursement is calculated using the latest up-to-date technology available, i.e. Trapeze Software and GIS technology.

Medicaid Service Rates The CTC receives a capitated allocation from ACHA through the CTD for the provision of medically necessary, but non-emergency, services within Polk County. The CTC negotiates the lowest, most cost-effective means to transport those clients with contracted providers. With Medicaid Reform being implemented in 2014, the CTC will no longer provide all Medicaid non-emergency transportation through the CTD. Any agreements and reimbursement rates would be separate. Flat Rates On occasion, flat rates are negotiated with agencies as the lowest, most cost-effective means to transport clients. The current negotiated flat rates (but does not limit future agency contracts) are as follows: Table 7. Flat Rates Agency

One-Way Rate

Peace River Center

$5.00

No wheelchair or stretcher add-on fees will be paid.

2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

Bus Passes Bus passes are utilized whenever possible as a cost-effective means of transporting clients. They will be reimbursed at the current published rates provided in schedules. Current published rates for the Lakeland Area Mass Transit District (LAMTD) and Winter Haven Area Transit (WHAT) in their respective service areas are presented in the following table.

Table 8. Bus Fares Fare Type

One-Way Fare

Regular Adult

$1.50

Students (all ages)

$1.25

Senior Citizens* (65 years and older)

$0.75

Disabled Citizens*

$0.75

Children (under 7 years with adult)

Free

ADA/PT Connect

$2.00

*These fares are available to senior citizens and handicapped individuals (including those who have illness, injury, or other temporary or permanent incapacity or disability). Anyone who presents a Medicare Card is also eligible for these discount fares during these times.

Table 9. Bus Passes Pass Type

Price

Unlimited Monthly Pass (31 days)

$47.00

Unlimited Weekly Pass

$12.00

Adult Day Pass

$3.00

Student Day Pass

$2.50

Senior/Disabled Day Pass

$1.50

Adult Day Pass (10 ride pack)

$27.00

Student Day Pass (10 ride pack)

$22.00

Senior/Disabled Day Pass (10 ride pack)

$15.00

2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

SECTION 3. QUALITY ASSURANCE Service effectiveness standards should be jointly established by the CTC and the Local Coordinating Board. Those standards should give the Local Coordinating Board information on how effectively the CTC is operating. The CTC tracks the performance standards adopted for the Polk County Coordinated System by the Local Coordinating Board. The standards are included in the TDSP Goals, Objectives and Policies section. Quality Assurance monitoring and evaluation occurs at least annually and includes: 

Service Effectiveness



Cost Efficiency and Effectiveness



Vehicle Utilization



Service Availability



Reliability



Safety and Training

CTC Evaluation Process A primary task of the TD LCB is to continually evaluate the services provided by the CTC. The TD LCB must provide the TPO with an annual evaluation of the CTC’s performance, including a recommendation as to whether to retain the current coordinator. The purpose of this evaluation is to ensure that the most cost-effective, efficient, nonfragmented, unduplicated, appropriate, reliable, and accountable transportation services are provided to the local TD population. The CTC is evaluated according to the required sections of the Quality Assurance and Program Evaluation LCB/CTC Evaluation Workbook, which was developed by the CTD. The CTC is also evaluated by locally adopted performance standards, which have been described previously in this document. After the Board establishes the evaluation period, staff requests the necessary statistical data from the CTC. In addition, staff requests output from on-board MDTs, a select sample of driver logs to review on-time and travel-time performance, and a select sample of eligibility files to ensure compliance and performance in all areas of CTC practices. The CTC Evaluation Subcommittee will also conduct client satisfaction surveys to users of the door-to-door service and the bus pass program. Staff may also contact clients or funding agencies to determine their satisfaction with the TD services received. Polk TPO staff will tabulate this information and draft a report for the review of the TD LCB CTC Evaluation Subcommittee. Staff revises the document per the committee’s 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

request and gathers any additional information needed to fully evaluate the CTCâ&#x20AC;&#x2122;s performance. Next, the evaluation is presented to the full TD LCB for their review and approval, directs staff to make any appropriate revisions, and recommends the adoption of the document. Finally, the evaluation report is forwarded to the CTD and Polk County BOCC.

2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

APPENDIX 1: COMPLAINT & GRIEVANCE PROCEDURES The CTC will provide a toll free telephone number for comments/complaints to the CTC and disclose the toll free telephone number for comments/complaints to the Commission for Transportation Disadvantaged Ombudsman. These toll free numbers will be listed in the users guide along with information on how to file a complaint. The purpose of this grievance procedure is to provide participating users, funding agencies and transportation providers with a local impartial body to hear unresolved complaints and make recommendations on disputes concerning services. The CTC’s complaint process includes advising dissatisfied persons about a second impartial body to hear complaints, i.e., the Commission’s Ombudsman Program. An appeal to the Grievance Committee may be filed only after the complainant has sought satisfaction from the Polk County Community Transportation Coordinator (CTC). A complaint or appeal to the Commission’s Ombudsman Program may be made anytime. The Polk County Transportation Disadvantaged Coordinating Board (Coordinating Board) has established a Grievance Committee consisting of one (1) of its voting members who would serve as the chairperson, one (1) CTC representative (not involved in the original complaint), and one planning agency representative. The Committee processes, investigates and assists in the resolution of formal grievances. In addition, the Committee verifies that the CTC implements and follows these grievance procedures. The CTC Program Manager is on the Committee as an advisory member and the Committee receives staff support form the Polk Transportation Planning Organization (TPO). In accordance with the CTC complaint process, if a complaint is not resolved within thirty (30) calendar days, the CTC will inform the grievant about the availability of the Coordinating Board’s grievance procedure and that he or she may contact the TPO for additional information on how the grievance procedure in initiated. The TPO will inform the grievant requesting the information that they may present their grievance to the Committee by completing a grievance form provided by the TPO. The grievance form constitutes a written appeal to the Committee and shall include the following: 1. Name and address of the complainant; 2. Statement of the ground(s) for the grievance specifying areas of disagreement with the CTC’s decision regarding the complaint; 3. Supplemental supporting documents, as available; 4. Appropriate, a statement regarding a possible violation of a specific law, regulation, or contractual arrangement; and 5. Explanation of the relief desired by the complainant. Upon receipt of the completed form, the TPO has ten (10) working days to contact Committee members and set a hearing date. The grievant will be notified at least seven (7) working days prior to the hearing date by certified mail, return receipt requested.

2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

At the grievance proceedings, a quorum (three voting members) of the Committee shall be present for any official actions. No member will vote on an issue that is deemed a conflict of interest. The committee will gather information and take testimony relating to the grievance. Committee meetings are open to the public and minutes shall be kept for the public record. The committee reviews the material presented and recommends a resolution to the parties involved. A written copy of the Committee’s decision will be forwarded to the Coordinating Board and the parties involved within ten (10) days from the date of the decision. The written decision will include the following information: 1. Statement that a meeting was held at which the involved parties were given an opportunity to present their positions; 2. Description of the issues discussed; and 3. Committee’s recommendation and reasons for the Committee’s decision. If the grievance cannot be resolved by the Committee process, the grievant may notify the TPO that he or she wants to file an appeal with the Coordinating Board. Once an appeal has been filed with the TPO, the Coordinating Board shall meet to render its decision within thirty (30) days of the date the appeal was filed. The grievant shall be notified in writing of the date, time and place where the appeal shall he heard. The written notice shall me mailed at least ten (10) working days in advance of the meeting. Following the meeting where the appeal was heard, a written copy of the Coordinating Board’s decision will be forwarded to the grievant and all parties involved within ten (10) days from the date of the decision. If the grievant is still unsatisfied, he or she may continue the appeal process with the TD Ombudsman Program.

APPENDIX 1A. ACHA GRIEVANCE AND COMPLAINT PROCEDURES Polk County Transit Services Procedures for Addressing Medicaid Beneficiary Grievance and Complaint As per the requirements set forth in Section 641.511, F.S., and with all applicable federal and State laws and regulations, including 42 CFR 431.200 and 42 CFR 438, Subpart F, “Grievance System,” Polk County Transit Services as the Community Transportation Coordinator for Polk County, Florida hereby adopts the Procedures for Addressing Medicaid Beneficiary Grievance and Complaints as set forth in the 2009 Medicaid Non-Emergency Transportation (NET) Program Contract. VII. GRIEVANCE SYSTEM A. Overview 1. Description a. Complaint process – The Complaint process is the Commission’s and the STP’s procedure for addressing Medicaid Beneficiary Complaints, which are expressions of 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

dissatisfaction about any matter other than an Action that are resolved at the Point of Contact rather than through filing a formal Grievance. b. Grievance process – The Grievance process is the Commission’s and the STP’s procedure for addressing Medicaid Beneficiary Grievances, which are expressions of dissatisfaction about any matter other than an Action. c. Appeal process – The Appeal process is the Commission’s and the STP’s procedure for addressing Medicaid Beneficiary Appeals, which are requests for review of an Action. d. Medicaid Fair Hearing process – The Medicaid Fair Hearing process is the administrative process which allows a Medicaid Beneficiary to request the State to reconsider an adverse decision made by the Commission or the STP. 2. General Requirements a. The Commission and the STP shall have a Grievance System in place that includes a Complaint process, a Grievance process, an Appeal process, and access to the Medicaid Fair Hearing system. The Grievance System shall comply with the requirements set forth in Section 641.511, F.S., if applicable and with all applicable federal and State laws and regulations, including 42 CFR 431.200 and 42 CFR 438, Subpart F, “Grievance System.” b. The STP must develop and maintain written policies and procedures relating to the Grievance System. Before implementation, the Commission must give the STP written approval of the STP’s Grievance System policies and procedures. c. The STP shall refer all Medicaid Beneficiaries who are dissatisfied with the STP or its Actions to the STP’s Grievance/Appeal Coordinator for processing and documentation in accordance with this Contract and established policies and procedures. d. The STP shall provide reasonable assistance to Medicaid Beneficiaries in completing forms and other procedural steps, including, but not limited to, providing interpreter services and toll-free numbers with TTY/TDD and interpreter capability. e. The STP shall acknowledge, in writing, the receipt of a Grievance or a request for an Appeal, unless the Medicaid Beneficiary requests an expedited resolution. f. The STP shall not allow any of the decision makers on a Grievance or Appeal were involved in any of the previous levels of review or decision-making when deciding any of the following: (1) An Appeal of a denial that is based on lack of Medical Necessity; and, (2) A Grievance regarding the denial of an expedited resolution of an Appeal. g. The Medicaid Beneficiary, and/or the Medicaid Beneficiary’s representative, shall be allowed an opportunity to examine the Medicaid Beneficiary’s case file before and during the Grievance or Appeal process, including all Medical Records and any other documents and records.

2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

h. The Medicaid Beneficiary and/or the Medicaid Beneficiary’s representative or the representative of a deceased Medicaid Beneficiary’s estate shall be considered as parties to the Grievance/Appeal. i. The STP shall maintain, monitor, and review a record/log of all Complaints, Grievances, and Appeals in accordance with the terms of this Contract and to fulfill the reporting requirements as set forth in this Contract. j. The STP shall work with the Commission’s Grievance/Appeals Coordinator to resolve all grievance related issues. k. Notice of Action (1) The STP shall notify the Medicaid Beneficiary, in writing, using language at, or below the fourth (4th) grade reading level, of any Action taken by the STP to deny a Transportation Service request, or limit Transportation Services in an amount, duration, or scope that is less than requested. (2) The STP shall provide notice to the Medicaid Beneficiary as set forth below (see 42 CFR 438.404(a) and (c) and 42 CFR 438.210(b) and (c)): (a) The Action the Recipient has taken or intends to take; (b) The reasons for the Action, customized for the circumstances of the Medicaid Beneficiary; (c) The Medicaid Beneficiary’s or the Health Care Professional’s (with written permission of the Medicaid Beneficiary) right to file an Appeal; (d) The procedures for filing an Appeal; (e) The circumstances under which expedited resolution is available and how to request it; and, (f) The Medicaid Beneficiary’s rights to request that Transportation Services continue pending the resolution of the Appeal, how to request the continuation of Transportation Services, and the circumstances under which the Medicaid Beneficiary may be required to pay the costs of these services. (3) The STP must provide the notice of Action within the following time frames: (a) At least ten (10) Calendar Days before the date of the Action or fifteen (15) Calendar Days if the notice is sent by Surface Mail (five [5] Calendar Days if the Recipient suspects Fraud on the part of the Medicaid Beneficiary). See 42 CFR 431.211, 42 CFR 431.213 and 42 CFR 431.214. (b) For denial of the Trip request, at the time of any Action affecting the Trip request. (c) For standard Service Authorization decisions that deny or limit Transportation Services, as quickly as the Medicaid Beneficiary’s health 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

condition requires, but no later than fourteen (14) Calendar Days following receipt of the request for service (see 42 CFR 438.210(d)(1)). (d) If the STP extends the time frame for notification, it must: (i) Give the Medicaid Beneficiary written notice of the reason for the extension and inform the Medicaid Beneficiary of the right to file a Grievance if the Medicaid Beneficiary disagrees with the Recipient’s decision to extend the time frame; and, (ii) Carry out its determination as quickly as the Medicaid Beneficiary’s health condition requires, but in no case later than the date upon which the fourteen (14) Calendar Day extension period expires (see 42 CFR 438.210(d)(1)). (e) If the STP fails to reach a decision within the time frames described above, the Medicaid Beneficiary can consider such failure on the part of the STP a denial and, therefore, an Action adverse to the Medicaid Beneficiary (See 42 CFR 438.210(d)). (f) For expedited Service Authorization decisions, within three (3) Business Days (with the possibility of a fourteen (14) Calendar Day extension). See 42 CFR 438.210(d)(2). B. The Complaint Process 1. A Medicaid Beneficiary may file a Complaint, or a representative of the Medicaid Beneficiary, acting on behalf of the Medicaid Beneficiary and with the Medicaid Beneficiary’s written consent, may file a Complaint. 2. General Duties a. The STP must: (1) Resolve each Complaint within fifteen (15) Business Days from the day the STP received the initial Complaint, be it oral or in writing; (a) The STP may extend the Complaint resolution time frame by up to ten (10) Business Days if the Medicaid Beneficiary requests an extension, or the Recipient/Subcontractor documents that there is a need for additional information and that the delay is in the Medicaid Beneficiary’s best interest. (b) If the STP requests the extension, the Recipient/Subcontractor must give the Medicaid Beneficiary written notice of the reason for the delay. (2) Notify the Medicaid Beneficiary, in writing, within five (5) Business Days of the resolution of the Complaint if the Medicaid Beneficiary is not satisfied with the STP’s resolution. The notice of disposition shall include the results and date of the resolution of the Complaint, and shall include:

2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

(a) A notice of the right to request a Grievance or Appeal, whichever is the most appropriate to the nature of the objection; and, (b) Information necessary to allow the Medicaid Beneficiary to request a Medicaid Fair Hearing, if appropriate, including the contact information necessary to pursue a Medicaid Fair Hearing (see Medicaid Fair Hearing System Section). (3) Provide the Commission with a report detailing the total number of Complaints received, pursuant to Reporting Requirements of this contract; and, (4) The STP nor any Transportation Providers shall take any punitive action against a physician or other Health Care Provider who files a Complaint on behalf of a Medicaid Beneficiary, or supports a Medicaid Beneficiary’s Complaint. b. Filing Requirements (1) The Medicaid Beneficiary or a representative of the Medicaid Beneficiary, acting on behalf of the Medicaid Beneficiary and with the Medicaid Beneficiary’s written consent must file a Complaint within fifteen (15) Calendar Days after the date of occurrence that initiated the Complaint. (2) The Medicaid Beneficiary or his/her representative may file a Complaint either orally or in writing. The Medicaid Beneficiary or his/her representative may follow up an oral request with a written request, however the timeframe for resolution begins the date the STP receives the oral request. C. The Grievance Process 1. A Medicaid Beneficiary may file a Grievance, or a representative of the Medicaid Beneficiary, acting on behalf of the Medicaid Beneficiary and with the Medicaid Beneficiary’s written consent, may file a Grievance. 2. General Duties a. The STP must: (1) Resolve each Grievance within ninety (90) Calendar Days from the day the STP received the initial Grievance request, be it oral or in writing; (2) Notify the Medicaid Beneficiary, in writing, within thirty (30) Calendar Days of the resolution of the Grievance. The notice of disposition shall include the results and date of the resolution of the Grievance, and for decisions not wholly in the Medicaid Beneficiary’s favor, the notice of disposition shall include: (a) Notice of the right to request a Medicaid Fair Hearing, if applicable; and, 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

(b) Information necessary to allow the Medicaid Beneficiary to request a Medicaid Fair Hearing, including the contact information necessary to pursue a Medicaid Fair Hearing (see Medicaid Fair Hearing System Section, below); (3) Provide the Commission with a copy of the written notice of disposition upon request; (4) The STP nor any Transportation Provider shall take any punitive action against a physician or other health care provider who files a Grievance on behalf of a Medicaid Beneficiary, or supports a Medicaid Beneficiary’s Grievance; and, (5) Provide the Commission with a report detailing the total number of Grievances received, pursuant to the Reporting Requirements Section of this Contract. b. The STP may extend the Grievance resolution time frame by up to fourteen (14) Calendar Days if the Medicaid Beneficiary requests an extension, or the STP documents that there is a need for additional information and that the delay is in the Medicaid Beneficiary’s best interest. (1) If the STP requests the extension, the STP must give the Medicaid Beneficiary written notice of the reason for the delay. c. Filing Requirements (1) The Medicaid Beneficiary or provider must file a Grievance within one (1) year after the date of occurrence that initiated the Grievance. (2) The Medicaid Beneficiary or provider may file a Grievance either orally or in writing. The Medicaid Beneficiary may follow up an oral request with a written request, however the timeframe for resolution begins the date the STP receives the oral request. D. The Appeal Process 1. A Medicaid Beneficiary may file an Appeal, or a representative of the Medicaid Beneficiary, acting on behalf of the Medicaid Beneficiary and with the Medicaid Beneficiary’s written consent, may file an Appeal. 2. General Duties a. The STP shall: (1) Confirm in writing all oral inquiries seeking an Appeal, unless the Medicaid Beneficiary or provider requests an expedited resolution; (2) If the resolution is in favor of the Medicaid Beneficiary, provide the services as quickly as the Medicaid Beneficiary’s health condition requires;

2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

(3) Provide the Medicaid Beneficiary or provider with a reasonable opportunity to present evidence and allegations of fact or law, in person and/or in writing; (4) Allow the Medicaid Beneficiary, and/or the Medicaid Beneficiary’s representative, an opportunity, before and during the Appeal process, to examine the Medicaid Beneficiary’s case file, including all documents and records; (5) Consider the Medicaid Beneficiary, the Medicaid Beneficiary’s representative or the representative of a deceased Medicaid Beneficiary’s estate as parties to the Appeal; (6) Continue the Medicaid Beneficiary’s Transportation Services if: (a) The Medicaid Beneficiary files the Appeal in a timely manner, meaning on or before the later of the following: (i) Within ten (10) Business Days of the date on the notice of Action (add five [5] Business Days if the notice is sent via Surface Mail); or, (ii) The intended effective date of the STP’s proposed Action.

(b) The Appeal involves the termination, suspension, or reduction of a previously authorized Transportation service; (c) The Transportation was for a Medicaid compensable service ordered; (d) The authorization period has not expired; and/or, (e) The Medicaid Beneficiary requests extension of Transportation Services. (7) Provide written notice of the resolution of the Appeal, including the results and date of the resolution within two (2) Business Days after the resolution. For decisions not wholly in the Medicaid Beneficiary’s favor, the notice of resolution shall include: (a) Notice of the right to request a Medicaid Fair Hearing; (b) Information about how to request a Medicaid Fair Hearing, including the DCF address necessary for pursuing a Medicaid Fair Hearing, as set forth in Medicaid Fair Hearing System Section, below; (c) Notice of the right to continue to receive Transportation Services pending a Medicaid Fair Hearing; (d) Information about how to request the continuation of 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

Transportation Services; and (e) Notice that if the STP’s Action is upheld in a Medicaid Fair Hearing, the Medicaid Beneficiary may be liable for the cost of any continued Transportation Services. (8) Provide the Commission with a copy of the written notice of disposition upon request; (9) The STP nor any Transportation Providers shall take any punitive action against a physician or other health care provider who files an Appeal on behalf of a Medicaid Beneficiary or supports a Medicaid Beneficiary’s Appeal; and, (10) Provide the Commission with a report detailing the total number of Appeals received, pursuant to Reporting Requirements of this Contract. b. If the STP continues or reinstates the Medicaid Beneficiary’s Transportation Services while the Appeal is pending, the STP must continue providing the Transportation Services until one (1) of the following occurs: (1) The Medicaid Beneficiary withdraws the Appeal; (2) Ten (10) Business Days pass from the date of the STP’s notice of resolution of the Appeal if the resolution is adverse to the Medicaid Beneficiary and if the Medicaid Beneficiary has not requested a Medicaid Fair Hearing with continuation of Transportation Services until a Medicaid Fair Hearing decision is reached; (3) The Medicaid Fair Hearing panel’s decision is adverse to the Medicaid Beneficiary; or, (4) The authorization to provide services expire, or the Medicaid Beneficiary meets the authorized service limits. c. If the final resolution of the Appeal is adverse to the Medicaid Beneficiary, the STP may recover the costs of the services furnished from the Medicaid Beneficiary while the Appeal was pending, to the extent that the STP furnished the services solely because of the requirements of this Section. d. If the STP did not furnish services while the Appeal was pending and the Appeal panel reverses the STP’s decision to deny, limit or delay services, the STP must authorize or provide the disputed services promptly and as quickly as the Medicaid Beneficiary’s health condition requires. e. If the STP furnished services while the Appeal was pending and the Appeal panel reverses the STP’s decision to deny, limit or delay services, the STP must pay for disputed services in accordance with State policy and regulations. 3. Filing Requirements a. The Medicaid Beneficiary or his/her representative must file an Appeal 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

within thirty (30) Calendar Days of receipt of the notice of the STP’s Action. b. The Medicaid Beneficiary may file an Appeal either orally or in writing. If the filing is oral, the Medicaid Beneficiary must also file a written, signed Appeal within thirty (30) Calendar Days of the oral filing. The STP shall notify the requesting party that it must file the written request within ten (10) Business Days after receipt of the oral request. For oral filings, time frames for resolution of the Appeal begin on the date the STP receives the oral filing. c. The STP shall resolve each Appeal within State-established time frames not to exceed forty-five (45) Calendar Days from the day the STP received the initial Appeal request, whether oral or in writing. d. If the resolution is in favor of the Medicaid Beneficiary, the STP shall provide the services as quickly as the Medicaid Beneficiary’s health condition requires. e. The STP may extend the resolution time frames by up to fourteen (14) Calendar Days if the Medicaid Beneficiary requests an extension, or the STP documents that there is a need for additional information and that the delay is in the Medicaid Beneficiary’s best interest. (1) If the STP requests the extension, the STP must give the Medicaid Beneficiary written notice of the reason for the delay. (2) The STP must provide written notice of the extension to the Medicaid Beneficiary within five (5) Business Days of determining the need for an extension. 4. Expedited Process a. The STP shall establish and maintain an expedited review process for Appeals when the STP determines, the Medicaid Beneficiary requests or the provider indicates (in making the request on the Medicaid Beneficiary’s behalf or supporting the Medicaid Beneficiary’s request) that taking the time for a standard resolution could seriously jeopardize the Medicaid Beneficiary’s life, health or ability to attain, maintain or regain maximum function. b. The Medicaid Beneficiary may file an expedited Appeal either orally or in writing. No additional written follow-up on the part of the Medicaid Beneficiary is required for an oral request for an expedited Appeal. c. The STP must: (1) Inform the Medicaid Beneficiary of the limited time available for the Medicaid Beneficiary to present evidence and allegations of fact or law, in person and in writing; (2) Resolve each expedited Appeal and provide notice to the Medicaid Beneficiary, as quickly as the Medicaid Beneficiary’s health condition requires, within State established time frames not to exceed seventy-two (72) hours after the recipient/Subcontractor receives the Appeal request, whether the Appeal was made orally or in writing; 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

(3) Provide written notice of the resolution in accordance with the Appeal Process Section, of the expedited Appeal to the Medicaid Beneficiary; (4) Make reasonable efforts to provide oral notice of disposition to the Medicaid Beneficiary immediately after the Appeal panel renders a decision; and, (5) The STP nor any Transportation Provider shall take any punitive action against a physician or other health care provider who requests an expedited resolution on the Medicaid Beneficiary’s behalf or supports a Medicaid Beneficiary’s request for expedited resolution of an Appeal. a. If the STP denies a request for an expedited resolution of an Appeal, the STP must: (1) Transfer the Appeal to the standard time frame of no longer than forty-five (45) Calendar Days from the day the Recipient/Subcontractor received the request for Appeal (with a possible fourteen [14] day extension); (2) Make all reasonable efforts to provide immediate oral notification of the Recipient’s/Subcontractor’s denial for expedited resolution of the Appeal; (3) Provide written notice of the denial of the expedited Appeal within two (2) Calendar Days; and, (4) Fulfill all requirements set forth in the Appeal Process Section above. E. Medicaid Fair Hearing System 1. As set forth in Rule 65-2.042, FAC, the Recipient’s/Subcontractor’s Grievance Procedure and Appeal and Grievance processes shall state that the Medicaid Beneficiary has the right to request a Medicaid Fair Hearing, in addition to, and at the same time as, pursuing resolution through the Recipient’s/Subcontractor’s Grievance and Appeal processes. a. A physician or other health care provider must have a Medicaid Beneficiary’s written consent before requesting a Medicaid Fair Hearing on behalf of a Medicaid Beneficiary.

b. The parties to a Medicaid Fair Hearing include the STP, as well as the Medicaid Beneficiary, his/her representative or the representative of a deceased Medicaid Beneficiary’s estate. 2. Filing Requirements a. The Medicaid Beneficiary may request a Medicaid Fair Hearing within ninety (90) days of the date of the notice of the STP’s resolution of the 2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

Medicaid Beneficiary’s Grievance/Appeal by contacting DCF at: The Office of Appeal Hearings 1317 Winewood Boulevard, Building 5, Room 203 Tallahassee, Florida 32399-0700 3. General Duties a. The STP must: (1) Continue the Medicaid Beneficiary’s Transportation Services while the Medicaid Fair Hearing is pending if: (a) The Medicaid Beneficiary filed for the Medicaid Fair Hearing in a timely manner, meaning on or before the later of the following: (i) Within ten (10) Business Days of the date on the notice of Action (add five [5] Business Days if the notice is sent via Surface Mail); (ii) The intended effective date of the STP’s proposed Action. (b) The Medicaid Fair Hearing involves the termination, suspension, or reduction of a previously authorized course of treatment; (c) The authorization period has not expired; and/or, (d) The Medicaid Beneficiary requests extension of Transportation Services. (2) The STP nor any Transportation Provider shall take any punitive action against a physician, Transportation Provider, or other health care provider who requests a Medicaid Fair Hearing on a Medicaid Beneficiary’s behalf or supports a Medicaid Beneficiary’s request for a Medicaid Fair Hearing.

b. If the STP continues or reinstates Medicaid Beneficiary Transportation Services while the Medicaid Fair Hearing is pending, the STP must continue said Transportation Services until one (1) of the following occurs: (1) The Medicaid Beneficiary withdraws the request for a Medicaid Fair Hearing; (2) Ten (10) Business Days pass from the date of the STP’s notice of resolution of the Appeal if the resolution is adverse to the Medicaid Beneficiary and the Medicaid Beneficiary has not requested a Medicaid Fair Hearing with continuation of

2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

Transportation Services until a Medicaid Fair Hearing decision is reached (add five [5] Business Days if the Recipient/Subcontractor sends the notice of Action by Surface Mail); (3) The Medicaid Fair Hearing officer renders a decision that is adverse to the Medicaid Beneficiary; and/or, (4) The Medicaid Beneficiary’s authorization expires or the Medicaid Beneficiary reaches his/her authorized service limits. 4. If the final resolution of the Medicaid Fair Hearing is adverse to the Medicaid Beneficiary, the STP may recover the costs of the services furnished while the Medicaid Fair Hearing was pending, to the extent that the STP furnished said services solely because of the requirements of this Section. 5. If the STP did not furnish services while the Medicaid Fair Hearing was pending, and the Medicaid Fair Hearing resolution reverses the STP’s decision to deny, limit or delay services, the STP must authorize or provide the disputed services as quickly as the Medicaid Beneficiary’s health condition requires. 6. If the STP did furnish services while the Medicaid Fair Hearing was pending, and the Medicaid Fair Hearing resolution reverses the STP’s decision to deny, limit or delay services, the STP must pay for the disputed services in accordance with State policy and regulations.

2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

APPENDIX 2: CLIENT NO SHOW POLICY Trips should be canceled with a minimum of 24 hours notice. Cancellations within two hours of the scheduled pick-up time or at the door will be considered a “no show”. Cancellations should be called to the CTC office during regular business hours of 8:00 a.m. to 5:00 p.m., Monday through Friday. If it is necessary to cancel a trip outside regular business hours (i.e. weekends and evenings), the client may do so through the after-hours operator. If a client fails to notify the CTC and an expense is incurred due to a vehicle being dispatched for that client and that client is not available or has decided not to go, then the client is classified as a “no show.” On the first “no show,” the driver will leave a “no show” notice on the client’s door. On the second “no show” occurrence, a letter of warning will be sent from the CTC. If a third infraction occurs within 90 days of the first “no show”, a letter notifying the client that he/she has been suspended from service for a 30-day period will be sent by the CTC. When the client is reinstated to the program, if three (3) infractions occur within 90 days, the suspension will be extended to 45 days. When the client is again reinstated to the program, if three (3) infractions occur within 90 days, the suspension will be extended to 60 days. Clients who have been suspended will be counseled on the policies and responsibilities of using the coordinated system. If a client who has been reinstated a second time is again a “no show” within 30 days, the result may be an automatic permanent suspension. Appeals to suspensions must be made through the adopted grievance procedure.

2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

APPENDIX 3: ACRONYMS ABE

Annual Budget Estimate

AOR

Annual Operating Report

APR

Annual Performance Report

BOCC

Board of County Commissioners

CDL

Commercial Driver's License

CTC

Community Transportation Coordinator

CTD

Commission for the Transportation Disadvantaged

CUTR

Center for Urban Transportation Research

DOPA

Designated Official Planning Agency

FAC

Florida Administrative Code

FCTS

Florida Coordinated Transportation System

FDOT

Florida Department of Transportation

Florida Statutes

FTE

Full-time Equivalent

LAMTD

Lakeland Area Mass Transit District

LCB

Local Coordinating Board

MIS

Management Information System

MOA

Memorandum of Agreement

MPO

Metropolitan Planning Organization

PCTS

Polk County Transit Services

POS

Purchase of Service Contract

Polk Transit

PTA

Polk Transit Authority

RFP

Request for Proposals

RFQ

Request for Qualifications

SSPP

System Safety Program Plan

Transportation Disadvantaged

TDSP

Transportation Disadvantaged Service Plan

TPO

Polk Transportation Planning Organization

USDOT

U. S. Department of Transportation

WHAT

Winter Haven Area Transit

2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

APPENDIX 4: GLOSSARY OF TERMS Annual Budget Estimate - a budget estimate of funds available for providing transportation services to the transportation disadvantaged that is prepared annually and covers a period of one state fiscal year. Annual Operating Report - an annual report prepared by the community transportation coordinator detailing its designated-area operating statistics for the most recent operating year. Annual Performance Report - an annual report issued by the Commission for the Transportation Disadvantaged that compiles all the data submitted in the Annual Operating Reports. Chapter 427, FS - the Florida statute establishing the Commission for the Transportation Disadvantaged and prescribing its duties and responsibilities. Commission for the Transportation Disadvantaged - an independent organization created in 1989 to accomplish the coordination of transportation services provided to the transportation disadvantaged population. Replaced the Coordinating Council for the Transportation Disadvantaged. Community Transportation Coordinator (CTC) - a transportation entity recommended by a designated official planning agency to ensure that coordinated transportation services are provided to the transportation disadvantaged population in a designated service area. Formerly known as a coordinated community transportation provider. Complete (or Full) Brokerage - type of CTC network in which the CTC operates no transportation service and contracts with other operators for the delivery of all transportation services. Coordinated Trips - passenger trips provided by or through a CTC Demand-Responsive Service - a transportation service characterized by flexible routing and scheduling that provides door-to-door or point-to-point transportation at the user's request. Designated Official Planning Agency (DOPA) - the agency or official body designated by the Commission for the Transportation Disadvantaged appoint the community coordinating board and recommend the community transportation coordinator for each service area. Metropolitan planning organizations are automatically the official planning agencies in urban areas. Designated Service Area - the geographical area, consisting of one or more counties, in which the CTC is the designated provider. Economies of Scale - cost savings resulting from combined resources (e.g., joint purchasing agreements that result in a lower cost per gallon or quantity discount for fuel).

2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

Effectiveness Measure - a performance measure that indicates the level of consumption per unit of output. Passenger trips per vehicle mile are an example of an effectiveness measure. Efficiency Measure - a performance measure that evaluates the level of resources expended to achieve a given level of output. An example of an efficiency measure is operating cost per vehicle mile. Fixed-Route Service - transit service in which the vehicles follow a prescribed schedule over a prescribed route. Full Time Equivalent (FTE) - a measure used to determine number of employees based on a 40-hour work week. One FTE equals 40 work hours per week. Fully Allocated Costs - the total cost, including the value of donations, contributions, grants or subsidies, of providing coordinated transportation, including those services which are purchased through transportation operators or provided through coordination contracts. General Trips - passenger trips by individuals to destinations of their choice, not associated with any agency program. Local Coordinating Board (LCB) - entity in each designated service area composed of representatives appointed by the official planning agency. Its purpose is to provide assistance to the community transportation coordinator concerning the coordination of transportation services. Memorandum of Agreement (MOA) - a binding standard contract between the Commission for the Transportation Disadvantaged and a CTC. This contract and its provisions serve as a performance and reporting standard to guide the delivery of services by all agencies or entities that provide transportation disadvantaged services. Metropolitan Planning Organization (MPO) - the organization responsible for transportation planning and programming in urban areas. Also serves as the official planning agency referred to in Chapter 427, FS. Missed Trip – If the driver is running late for the pickup and the client had to arrange for another ride (either through the CTC or personal) to keep from being late; or, if the client arrives at the appointment too late to be treated. (May apply to original trip or return trip.) No Show – A client not calling the office to cancel their scheduled pick up within the required time frame or not being ready for their scheduled trip. Transportation Disadvantaged – Those persons who cannot obtain their own transportation due to their age, disability, or income.

2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

APPENDIX 5: ORGANIZATIONAL CHART

2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

Drivers (12)

FY12/13 FY13/14 FY14/15 FY15/16 Social Services – Transit FTE 67.00 67.00 67.00 67.00

Drivers (Fixed Route) (12)

Lead Driver

Vacant Jodi Lehman Pam Roberts Trans. Lead Driver (Fixed Route)

Transit Services Supervisor

Customer Service Reps. (10) 2 vacancies

Heather McElwee

Office Manager II

Fixed WHAT & Rural Route Supervisor

Dave Walters

Communications Specialist

Fiscal Specialist I (1) vacant

Fiscal Specialist II (3)‐1 vacant

Fiscal Specialist III (1)

John Gabbel

Accountant II

Stretcher & Special Service Supervisor

Gwen Johnson

Program Supervisor

Transportation Drivers (12)‐1 vacant

Lead Driver

Ruby Holley

George Vega

Vehicle Maintenance Coordinator Assistant

Para‐Transit Service Supervisor

Rodney Wetzel

Kimberley Siler

Vehicle Maintenance Coordinator

Senior Planner

Unit Chief Clerk

Kellie Brower

Secretary II

Division Manager Paul Simmons (67)

APPENDIX 6: VEHICLE INVENTORY

2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

APPENDIX 7: SSPP AND SPP CERTIFICATION FORMS

2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

APPENDIX 8: RATE CALCULATION MODEL

2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

Preliminary Information Worksheet

Version 1.4

Polk County Board of County CTC Name: Commissioners 2015 County (Service Area): Polk County Contact Person: Paul Simmons Phone # 863-

Check Applicable Characteristic: ORGANIZATIONAL TYPE:

NETWORK TYPE:

Governmental

Fully Brokered

Private Non-Profit

Partially Brokered

Private For Profit

Sole Source

Once completed, proceed to the Worksheet entitled "Comprehensive Budget"

Page 1 of 8 Polk2014-15 Rate Model 3: Preliminary Information

Comprehensive Budget Worksheet

CTC: Polk County Board of County Commissioners 2015 County: Polk County

Version 1.4

1. Complete applicable GREEN cells in columns 2, 3, 4, and 7

Prior Year's ACTUALS

Current Year's APPROVED Budget, as amended

Upcoming Year's PROPOSED Budget

from

Oct 1st of

2012

2013

2014

Sept 30th of 2013 2

Sept 30th of 2014 3

Sept 30th of 2015 4

Proposed % Change % Change from from Prior Current Year to Year to Current Upcoming Year Year 5 6

Confirm whether revenues are collected as a system subsidy VS a purchase of service at a unit price.

Explain Changes in Column 6 That Are > ± 10% and Also > ± $50,000 7

REVENUES (CTC/Operators ONLY / Do NOT include coordination contractors!) Local Non-Govt Farebox Medicaid Co-Pay Received Donations/ Contributions In-Kind, Contributed Services Other Bus Pass Program Revenue

1,896

2,000

51,537

58,106

55,000

5.5%

-100.0%

12.7%

-5.3%

Medicaid copay reduced with elimination of Medicaid contract with CTC. Cashless copays are instituted to reduce security issues and utilize credit card sales via internet, wire and walkup prior purposes.

Local Government District School Board Compl. ADA Services County Cash County In-Kind, Contributed Services City Cash City In-kind, Contributed Services Other Cash Other In-Kind, Contributed Services Bus Pass Program Revenue

Cash match for Sctn 5311, Sctn 5310, TD and GenFd Admin frm County $

894,727

911,405

900,000

1.9%

-1.3%

997,478

1,250,000

25.3%

0.0%

$ $

291,600 619,045

$ $

450,000 782,260

$ $

250,000 750,000

54.3% 26.4%

-44.4% -4.1%

2,295,563

1,827,455

700,000

-20.4%

-61.7%

$ $ $

2,930 49 3,509

$ $ $

3,000 250 4,000

$ $ $

3,000 250 4,000

2.4% 410.2% 14.0%

0.0% 0.0% 0.0%

30,796

32,000

3.9%

0.0%

CTD Non-Spons. Trip Program Non-Spons. Capital Equipment Rural Capital Equipment Other TD (specify in explanation) Bus Pass Program Revenue

USDOT & FDOT 49 USC 5307 49 USC 5310 49 USC 5311 (Operating) 49 USC 5311(Capital) Block Grant Service Development Commuter Assistance Other DOT (specify in explanation) Bus Pass Program Revenue

AHCA Medicaid Other AHCA (specify in explanation) Bus Pass Program Revenue

Medicaid program transitions to HMO in State, reducing CTC's role other then Pedia Kids

DCF Alcoh, Drug & Mental Health Family Safety & Preservation Comm. Care Dis./Aging & Adult Serv. Other DCF (specify in explanation) Bus Pass Program Revenue

DOH Children Medical Services County Public Health Other DOH (specify in explanation) Bus Pass Program Revenue

DOE (state) Carl Perkins Div of Blind Services Vocational Rehabilitation Day Care Programs Other DOE (specify in explanation) Bus Pass Program Revenue

Tampa Lighthouse for the Blind

AWI WAGES/Workforce Board Other AWI (specify in explanation) Bus Pass Program Revenue

DOEA Older Americans Act Community Care for Elderly Other DOEA (specify in explanation) Bus Pass Program Revenue

Eldrly Aging Adult Day care transportation $

149,562

155,771

140,000

4.2%

-10.1%

DCA Community Services Other DCA (specify in explanation) Bus Pass Admin. Revenue

Page 2 of 8 Polk2014-15 Rate Model 3: Comprehensive Budget

Comprehensive Budget Worksheet

CTC: Polk County Board of County Commissioners 2015 County: Polk County

Version 1.4

1. Complete applicable GREEN cells in columns 2, 3, 4, and 7

Prior Year's ACTUALS

Current Year's APPROVED Budget, as amended

Upcoming Year's PROPOSED Budget

from

Oct 1st of

2012

2013

2014

Sept 30th of 2013 2

Sept 30th of 2014 3

Sept 30th of 2015 4

Proposed % Change % Change from from Prior Current Year to Year to Current Upcoming Year Year 5 6

Confirm whether revenues are collected as a system subsidy VS a purchase of service at a unit price.

Explain Changes in Column 6 That Are > Âą 10% and Also > Âą $50,000 7

APD Office of Disability Determination Developmental Services Other APD (specify in explanation) Bus Pass Program Revenue

DJJ (specify in explanation) Bus Pass Program Revenue

Other Fed or State xxx xxx Bus Pass Program Revenue

Other Revenues Interest Earnings LAMTD ADA Assessment

14,350

20,352

22,000

109,503

702,137

41.8%

8.1%

Bus Pass Program Revenue

Balancing Revenue to Prevent Deficit Actual or Planned Use of Cash Reserve

Balancing Revenue is Short By = Total Revenues =

$5,353,041

None

$5,606,102

$4,808,387

Program carryforward to off set reduction in Medicaid loss.

4.7%

-14.2%

26.3% -37.0% 23.0% -2.0% -4.1%

-1.1% 5.7% -14.4% -25.4% 0.0%

EXPENDITURES (CTC/Operators ONLY / Do NOT include Coordination Contractors!) Operating Expenditures Labor Fringe Benefits Services Materials and Supplies Utilities Casualty and Liability Taxes Purchased Transportation: Purchased Bus Pass Expenses School Bus Utilization Expenses Contracted Transportation Services Other Miscellaneous Operating Debt Service - Principal & Interest Leases and Rentals Contrib. to Capital Equip. Replacement Fund In-Kind, Contributed Services Allocated Indirect

$ $ $ $ $

1,319,151 752,063 380,101 527,056 21,892

$ $ $ $ $

1,666,501 473,963 467,536 516,357 20,995

$ $ $ $ $

1,649,000 501,000 400,000 385,000 21,000

2,024,505

1,902,209

1,565,552

4,197

8,463

9,000

$ $

291,600 32,401

$ $

500,000 50,000

$ $

-6.0%

-17.7%

101.6%

6.3%

4.0%

-25.6%

250,000 27,777

71.5% 54.3%

-50.0% -44.4%

$4,808,387

4.7%

-14.2%

Medical benefits continue to rise for county match. As personnel fringe benefits increase, employment moves to Part time and Source two hires. Reduction in Medicaid services impacts on all aspects of transit services such as fuel, maintenance, drivers and rolling stock replacement. Brokered trips are eliminated and performed by CTC.

Capital Expenditures Equip. Purchases with Grant Funds Equip. Purchases with Local Revenue Equip. Purchases with Rate Generated Rev. Capital Debt Service - Principal & Interest

Total Expenditures =

$5,353,041

$5,606,102

Once completed, proceed to the Worksheet entitled "Budgeted Rate Base"

Page 3 of 8 Polk2014-15 Rate Model 3: Comprehensive Budget

Comprehensive Budget Worksheet

Version 1.4

CTC: Polk County Board of County Commissioners 2015 County: Polk County

1. Complete applicable GREEN cells in columns 2, 3, 4, and 7

Prior Year's ACTUALS

Current Year's APPROVED Budget, as amended

Upcoming Year's PROPOSED Budget

from

Oct 1st of

2012

2013

2014

Sept 30th of 2013 2

Sept 30th of 2014 3

Sept 30th of 2015 4

Proposed % Change % Change from from Prior Current Year to Year to Current Upcoming Year Year 5 6

Confirm whether revenues are collected as a system subsidy VS a purchase of service at a unit price.

Explain Changes in Column 6 That Are > ± 10% and Also > ± $50,000 7

Page 4 of 8 Polk2014-15 Rate Model 3: Comprehensive Budget

Budgeted Rate Base Worksheet

CTC:

Version 1.4

County:

Polk County Board of County Commissioners 2015 Polk County

1. Complete applicable GREEN cells in column 3; YELLOW and BLUE cells are automatically completed in column 3 2. Complete applicable GOLD cells in column and 5 Upcoming Year's BUDGETED Revenues from Oct 1st of 2014 to Sept 30th of 2015 2

What amount of the Budgeted Revenue in col. 2 will be generated at the rate per unit determined by this Budgeted Rate spreadsheet, OR used as local match Subsidy Revenue EXcluded from for these type revenues? the Rate Base 3 4

What amount of the Subsidy Revenue in col. 4 will come from funds to purchase equipment, OR will be used as match for the purchase of equipment? 5

REVENUES (CTC/Operators ONLY) Local Non-Govt Farebox Medicaid Co-Pay Received Donations/ Contributions In-Kind, Contributed Services Other Bus Pass Program Revenue

$ $ $ $ $ $

55,000 -

$ $ $ $ $ $ $ $ $

900,000 -

$ $ $ $ $

1,250,000 -

$ $ $ $ $ $ $ $ $

250,000 750,000 -

$ $ $

700,000 -

$ $ $ $ $

$ $ $

55,000 -

$ $ $ $

872,223 -

$ $ $ $ $ $

$ $ $ $ $ $ $ $ $

27,777 -

$ $ $ $ $

$ $ $ $ $ $ $ $ $

250,000 -

$ $ $

$ $ $ $ $

YELLOW cells are NEVER Generated by Applying Authorized Rates

$ $

$ $ $

1,250,000 -

$ $ $ $ $ $ $

750,000 -

700,000

BLUE cells Should be funds generated by rates in this spreadsheet $

27,777

$ $ $

CTD Non-Spons. Trip Program Non-Spons. Capital Equipment Rural Capital Equipment Other TD Bus Pass Program Revenue

local match req. $ 138,889 $ $ -

USDOT & FDOT 49 USC 5307 49 USC 5310 49 USC 5311 (Operating) 49 USC 5311(Capital) Block Grant Service Development Commuter Assistance Other DOT Bus Pass Program Revenue

AHCA Medicaid Other AHCA Bus Pass Program Revenue

DCF Alcoh, Drug & Mental Health Family Safety & Preservation Comm. Care Dis./Aging & Adult Serv. Other DCF Bus Pass Program Revenue

DOH Children Medical Services County Public Health Other DOH Bus Pass Program Revenue

$ $ $ $

3,000 250 4,000 -

$ $ $ $

3,000 250 4,000 -

$ $ $ $

$ $ $ $ $ $

32,000 -

$ $ $ $

32,000 -

$ $ $ $ $ $

$ $ $

$ $ $ $

140,000 -

$ $ $ $

140,000 -

$ $ $ $

$ $ $

DOE (state) Carl Perkins Div of Blind Services Vocational Rehabilitation Day Care Programs Other DOE Bus Pass Program Revenue

250,000

27,778

GREEN cells MAY BE Revenue Generated by Applying Authorized Rate per Mile/Trip Charges Fill in that portion of budgeted revenue in Column 2 that will be GENERATED through the application of authorized per mile, per trip, or combination per trip plus per mile rates. Also, include the amount of funds that are Earmarked as local match for Transportation Services and NOT Capital Equipment purchases. If the Farebox Revenues are used as a source of Local Match Dollars, then identify the appropriate amount of Farebox Revenue that represents the portion of Local Match required on any state or federal grants. This does not mean that Farebox is the only source for Local Match. Please review all Grant Applications and Agreements containing State and/or Federal funds for the proper Match Requirement levels and allowed sources.

GOLD cells Fill in that portion of Budgeted Rate Subsidy Revenue in Column 4 that will come from Funds Earmarked by the Funding Source for Purchasing Capital Equipment. Also include the portion of Local Funds earmarked as Match related to the Purchase of Capital Equipment if a match amount is required by the Funding Source.

AWI WAGES/Workforce Board AWI Bus Pass Program Revenue

DOEA Older Americans Act Community Care for Elderly Other DOEA Bus Pass Program Revenue

DCA Community Services Other DCA Bus Pass Program Revenue

Page 5 of 8 Polk2014-15 Rate Model 3: Budgeted Rate Base

Budgeted Rate Base Worksheet

CTC:

Version 1.4

County:

Polk County Board of County Commissioners 2015 Polk County

What amount of the Subsidy Revenue in col. 4 will come from funds to purchase equipment, OR will be used as match for the purchase of equipment? 5

APD Office of Disability Determination Developmental Services Other APD Bus Pass Program Revenue

$ $ $ $

$ $

$ $ $ $

22,000 -

DJJ DJJ

Bus Pass Program Revenue

0 $ $ $ $

$ $ 0 $ $

22,000 -

$ $ $ $

702,137

4,808,387

4,508,610

299,777

Other Fed or State xxx xxx Bus Pass Program Revenue

Other Revenues Interest Earnings LAMTD ADA Assessment Bus Pass Program Revenue

Balancing Revenue to Prevent Deficit Actual or Planned Use of Cash Reserve Total Revenues =

EXPENDITURES (CTC/Operators ONLY) Operating Expenditures Labor Fringe Benefits Services Materials and Supplies Utilities Casualty and Liability Taxes

$ $ $ $ $ $ $

1,649,000 501,000 400,000 385,000 21,000 -

Purchased Transportation: Purchased Bus Pass Expenses School Bus Utilization Expenses Contracted Transportation Services Other Miscellaneous Operating Debt Service - Principal & Interest Leases and Rentals Contrib. to Capital Equip. Replacement Fund In-Kind, Contributed Services Allocated Indirect

$ $ $ $ $ $ $ $ $ $

1,565,552 9,000 58 -

$ $ $ $

250,000 27,777 -

277,777

22,000

Amount of Budgeted Operating Rate Subsidy Revenue

1 Rate

Base Adjustment Cell

Capital Expenditures Equip. Purchases with Grant Funds Equip. Purchases with Local Revenue Equip. Purchases with Rate Generated Rev. Capital Debt Service - Principal & Interest

Total Expenditures = $

4,808,387

minus EXCLUDED Subsidy Revenue = $ Budgeted Total Expenditures INCLUDED in Rate Base = $

299,777 4,508,610

Rate Base Adjustment1 = Adjusted Expenditures Included in Rate Base = $

4,508,610

If necessary and justified, this cell is where you could optionally adjust proposed service rates up or down to adjust for program revenue (or unapproved profit), or losses from the Actual period shown at the bottom of the Comprehensive Budget Sheet. This is not the only acceptable location or method of reconciling for excess gains or losses. If allowed by the respective funding sources, excess gains may also be adjusted by providing system subsidy revenue or by the purchase of additional trips in a period following the Actual period. If such an adjustment has been made, provide notation in the respective exlanation area of the Comprehensive Budget tab.

The Difference between Expenses and Revenues for Fiscal Year:

2012 - 2013

Once Completed, Proceed to the Worksheet entitled "Program-wide Rates"

Page 6 of 8 Polk2014-15 Rate Model 3: Budgeted Rate Base

Worksheet for Program-wide Rates

CTC: County:

Polk County Board Version 1.4 Polk County

1. Complete Total Projected Passenger Miles and ONE-WAY Passenger Trips ( GREEN cells) below Do NOT include trips or miles related to Coordination Contractors! Do NOT include School Board trips or miles UNLESSâ&#x20AC;Ś........ INCLUDE all ONE-WAY passenger trips and passenger miles related to services you purchased from your transportation operators! Do NOT include trips or miles for services provided to the general public/private pay UNLESS.. Do NOT include escort activity as passenger trips or passenger miles unless charged the full rate for service! Do NOT include fixed route bus program trips or passenger miles!

PROGRAM-WIDE RATES Total Projected Passenger Miles =

Rate Per Passenger Mile = $ Total Projected Passenger Trips =

Rate Per Passenger Trip = $

925,707

4.87

Fiscal Year 2014 - 2015

78,949

57.11

Avg. Passenger Trip Length =

11.7 Miles

Rates If No Revenue Funds Were Identified As Subsidy Funds Rate Per Passenger Mile = $

5.19

Rate Per Passenger Trip = $

60.90

Once Completed, Proceed to the Worksheet entitled "Multiple Service Rates"

Vehicle Miles The miles that a vehicle is scheduled to or actually travels from the time it pulls out from its garage to go into revenue service to the time it pulls in from revenue service. Vehicle Revenue Miles (VRM) The miles that vehicles are scheduled to or actually travel while in revenue service. Vehicle revenue miles exclude:

Deadhead Operator training, and Vehicle maintenance testing, as well as School bus and charter services. Passenger Miles (PM) The cumulative sum of the distances ridden by each passenger.

Page 7 of 8 Polk2014-15 Rate Model 3: Program-wide Rates

Worksheet for Multiple Service Rates

CTC: County:

1. Answer the questions by completing the GREEN cells starting in Section I for all services

Polk County BoaVersion 1.4 Polk County

2. Follow the DARK RED prompts directing you to skip or go to certain questions and sections based on previous answers

SECTION I: Services Provided 1

Ambulatory

Yes

1. Will the CTC be providing any of these Services to transportation disadvantaged passengers in the upcoming budget year?........................................................................................

Wheelchair

Stretcher

Yes

No Go to Section II for Ambulatory Service

Yes

No Go to Section II for Wheelchair Service

Group Yes

Go to Section II for Stretcher Service

STOP! Do NOT Complete Sections II - V for Group Service

SECTION II: Contracted Services 2

Ambulatory

Yes

1. Will the CTC be contracting out any of these Services TOTALLY in the upcoming budget year?....

Yes

Stretcher

Yes

Leave Blank

Skip # 2, 3 & 4 and Go to Section III for Stretcher Service

Yes

Do Not Complete Section II for Group Service

Leave Blank

Group Yes

Skip # 2, 3 & 4 and Go to Section III for Wheelchair Service

Yes

Skip # 2, 3 & 4 and Go to Section III for Ambulatory Service

2. If you answered YES to #1 above, do you want to arrive at the billing rate by simply dividing the proposed contract amount by the projected Passenger Miles / passenger trips?.....

Wheelchair Yes

Leave Blank

Yes No

Do NOT Complete Section II for Group Service

3. If you answered YES to #1 & #2 above, how much is the proposed contract amount for the service? How many of the total projected Passenger Miles relate to the contracted service? How many of the total projected passenger trips relate to the contracted service?

0 0

Effective Rate for Contracted Services:

Ambulatory

Wheelchair

Stretcher

Group

Go to Section III for Ambulatory Service

Go to Section III for Wheelchair Service

Go to Section III for Stretcher Service

Do NOT Complete Section II for Group Service

per Passenger Mile = per Passenger Trip =

Combination Trip and Mile Rate

4. If you answered # 3 & want a Combined Rate per Trip PLUS a per Mile add-on for 1 or more services, INPUT the Desired per Trip Rate (but must be less than per trip rate in #3 above = Rate per Passenger Mile for Balance = Leave Blank and Go to Section III for Ambulatory Service

SECTION III: Escort Service

Leave Blank and Go to Section III for Wheelchair Service

Leave Blank and Go to Section III for Stretcher Service

Do NOT Complete Section II for Group Service

1. Do you want to charge all escorts a fee?.................................................................

Yes No Skip #2 - 4 and Section IV and Go to Section V

2. If you answered Yes to #1, do you want to charge the fee per passenger trip OR ………....

Pass. Trip

per passenger mile?.........................

1 Leave Blank

Pass. Mile

3. If you answered Yes to # 1 and completed # 2, for how many of the projected Passenger Trips / Passenger Miles will a passenger be accompanied by an escort?

Leave Blank

4. How much will you charge each escort?....................................................................

$ Leave Blank

Do NOT Complete Section IV

SECTION IV: Group Service Loading 1. If the message "You Must Complete This Section" appears to the right, what is the projected total number of Group Service Passenger Miles? (otherwise leave blank)............................

Loading Rate 0.00

………. And what is the projected total number of Group Vehicle Revenue Miles?

to 1.00

SECTION V: Rate Calculations for Mulitple Services: 1. Input Projected Passenger Miles and Passenger Trips for each Service in the GREEN cells and the Rates for each Service will be calculated automatically * Miles and Trips you input must sum to the total for all Services entered on the "Program-wide Rates" Worksheet, MINUS miles and trips for contracted services IF the rates were calculated in the Section II above * Be sure to leave the service BLANK if you answered NO in Section I or YES to question #2 in Section II RATES FOR FY: Ambul

Wheel Chair

2014 - 2015 Stretcher

Group Leave Blank

Projected Passenger Miles (excluding totally contracted services addressed in Section II) =

925,707

Rate per Passenger Mile =

665,351 +

252,722 +

$4.00

$6.87

7,634 +

$14.30

$0.00

per passenger Ambul

Projected Passenger Trips (excluding totally contracted services addressed in Section II) =

78,949

Rate per Passenger Trip =

Wheel Chair

56,745 +

21,553 +

$46.96

$80.50

Stretcher

per group

Group Leave Blank

651 + $167.70

$0.00

per passenger

2 If you answered # 1 above and want a COMBINED Rate per Trip PLUS a per Mile add-on for 1 or more services,…

per group

Combination Trip and Mile Rate Ambul

Wheel Chair

Group

Stretcher

Leave Blank

…INPUT the Desired Rate per Trip (but must be less than per trip rate above) = Rate per Passenger Mile for Balance =

$0.00 $4.00

$6.87

$14.30

$0.00

per passenger

per group

Rates If No Revenue Funds Were Identified As Subsidy Funds Ambul

Rate per Passenger Mile =

$4.27

Wheel Chair

Stretcher

$7.32

$15.25

Group

$0.00

per passenger

Rate per Passenger Trip =

Ambul

Wheel Chair

Stretcher

$50.08

$85.85

$178.85

per group

Group

$0.00

per passenger

per group

Program These Rates Into Your Medicaid Encounter Data

Page 8 of 8 Polk2014-15 Rate Model 3: Multiple Service Rates

APPENDIX 9: MEMORANDUM OF AGREEMENT

2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

APPENDIX 10: FORECAST OF PARATRANSIT SERVICES DEMAND MODEL

2014 TRANSPORTATION DISADVANTAGED SERVICE PLAN AND HUMAN SERVICE TRANSPORTATION COORDINATED PLAN POLK TRANSPORTATION PLANNING ORGANIZATION

104