FinalPolicy and Procedures Manual - INDOT Boilerplate - RL - l98pDq7uTjmrlt21axFC

1/1/2021 Policies and
Procedures
Manual
Transit Services
Developed by: Indiana RTAP

Contents
ACKNOWLEDGMENT...................................................................................................................................................................................................... 4
POLICY AND PROTOCOL REVIEW AND UPDATES.............................................................................................................................................5
MISSION STATEMENT.................................................................................................................................................................................................... 8
CODE OF ETHICS............................................................................................................................................................................................................... 9
LICENSE REQUIREMENTS TRANSIT OPERATORS............................................................................................................................................ 11
JOB DESCRIPTIONS.......................................................................................................................................................................................................... 13
Master Template Position:............................................................................................................................................................................................ 15
(Name of Transit System)............................................................................................................................................................................................. 15
Position: Driver (Less than or equal to 15 passengers)...................................................................................................................................18
Position: Driver (More than 15 passengers)........................................................................................................................................................ 22
Master Template Position:............................................................................................................................................................................................ 25
OPERATOR TRAINING REQUIREMENTS................................................................................................................................................................ 29
TRAINING REQUIREMENTS......................................................................................................................................................................................... 32
OPERATOR OVERSIGHT & REVIEW......................................................................................................................................................................... 33
APPEARANCE..................................................................................................................................................................................................................... 35
CONFIDENTIALITY.......................................................................................................................................................................................................... 37
DISCIPLINARY POLICY................................................................................................................................................................................................... 39
BLOODBORNE PATHOGENS........................................................................................................................................................................................ 42
Hepatitis B Vaccination Employee Expression of Intent Form.....................................................................................................................53
Post Exposure Evaluation Form................................................................................................................................................................................. 54
DRUG AND ALCOHOL RECORDS................................................................................................................................................................................ 56
ESTABLISHED TRANSIT SERVICES.......................................................................................................................................................................... 58
RADIO COMMUNICATIONS.......................................................................................................................................................................................... 62
PORTABLE ELECTRONIC DEVICE USE.................................................................................................................................................................... 64
COMPANY EQUIPMENT, EMAIL, SOCIAL MEDIA, AND ON-LINE SERVICES...........................................................................................66
VEHICLE AM/FM RADIO................................................................................................................................................................................................ 70
DISPATCH PROCEDURES.............................................................................................................................................................................................. 71
COMPUTER AND SYSTEM BACK-UP........................................................................................................................................................................ 73
SCHEDULING...................................................................................................................................................................................................................... 74
WAIT TIME.......................................................................................................................................................................................................................... 77
TRIP DENIALS.................................................................................................................................................................................................................... 78
2
PASSENGER LOG/MANIFEST...................................................................................................................................................................................... 79
NO-SHOW AND TRIP CANCELLATION POLICY................................................................................................................................................... 81
FIXED ROUTE ADA POLICY.......................................................................................................................................................................................... 84
NON-FIXED ROUTE ADA POLICY............................................................................................................................................................................... 91
PROHIBITED BEHAVIOR AND VEHICLE USE....................................................................................................................................................... 98
PASSENGER COMPLAINT/COMMENT.................................................................................................................................................................... 102
PASSENGER DISCIPLINARY POLICY........................................................................................................................................................................ 106
APPEAL SUSPENSION OF SERVICE........................................................................................................................................................................... 114
REASONABLE MODIFICATION................................................................................................................................................................................... 116
ADA COMPLAINT POLICY............................................................................................................................................................................................. 115
PERSONAL CARE ATTENDANT.................................................................................................................................................................................. 118
SERVICE ANIMALS AND PETS..................................................................................................................................................................................... 123
PORTABLE OXYGEN & RESPIRATORS..................................................................................................................................................................... 126
PACKAGES AND ARTICLES ON VEHICLES............................................................................................................................................................. 129
LIFT OPERATIONS............................................................................................................................................................................................................ 131
MANUAL LIFT..................................................................................................................................................................................................................... 137
WHEELCHAIR RAMP....................................................................................................................................................................................................... 139
WHEELCHAIR SECUREMENT...................................................................................................................................................................................... 142
OCCUPANT RESTRAINT POLICY................................................................................................................................................................................ 149
PASSENGER ASSISTANCE............................................................................................................................................................................................. 152
TRANSPORTING CHILDREN AND SAFETY SEATS............................................................................................................................................. 154
PRE-TRIP INSPECTIONS................................................................................................................................................................................................ 157
VEHICLE FUELING AND CLEANING......................................................................................................................................................................... 161
PREVENTATIVE MAINTENANCE AND WORK ORDERS.................................................................................................................................. 164
ACCIDENTS AND INCIDENTS...................................................................................................................................................................................... 166
INJURY ON THE JOB......................................................................................................................................................................................................... 173
SAFETY EQUIPMENT...................................................................................................................................................................................................... 175
EMERGENCY EVACUATIONS....................................................................................................................................................................................... 180
INCLEMENT WEATHER................................................................................................................................................................................................. 183
INVENTORY......................................................................................................................................................................................................................... 187
EQUIPMENT DISPOSITION........................................................................................................................................................................................... 189
3
SAMPLE ACKNOWLEDGEMENT FORM
ACKNOWLEDGMENT
This employee handbook provides transportation policies and
procedures to be used in the provision of transportation services. In
all instances, the official benefit plan texts, trust agreements, and
master contracts are the governing documents. Your policy manual is
not to be interpreted as a legal document or an employment contract.
Employment with (Name of Transit System) is at the sole discretion
of the agency and may be terminated with or without cause at any
time and for any reason. Nothing in this handbook or the personnel
policy manual constitutes an expressed or implied contract,
assurance of continued employment, or implies that just cause is
required for termination.
Please refer to (Name of Transit System) Personnel Policies and

Procedures Employee Handbook (adopted Month, Year) for agency
policy and procedures. This handbook does not supersede the agency
policy & procedures manual; rather it defines the transportation
program elements.
Understood and agreed:
Employee Signature Date
Employee’s Title
4
AGENCY NAME: EFFECTIVE DATE:
APPROVED BY: APPROVAL DATE:
POLICY AND PROTOCOL REVIEW AND UPDATES
PURPOSE
To implement a means of disseminating changes in policies and
procedures to employees and passengers, and to establish a protocol
for completing regular reviews of policies and procedures to ensure
compliance and needed updates are captured on an on-going basis.
APPLICABILITY
This policy applies to all safety-sensitive vehicle operators
including full-time, part-time, and those staff that may be required
to operate the vehicle.
DEFINITIONS
Policy Change – any change(s) made to the governing policy which
covers all organization employees.
Procedure Change – any change(s) to operational procedures as

defined by job description or manual.
Content Change – any addition or deletion of a policy or procedure

to a collective manual. (e.g., a policy addressing the use of hands-
free devices for cellular phones is added after the policy on cellular
phone usage.)
Context Change – any change in the meaning of a specific policy or

procedure. (e.g., The policy addressing transportation of parcels has
been revised to allow six (6) parcels from the original four (4).
Employee Notification – changes in policies and/or procedures that

affect employees only. (e.g., the employee dress code has been
revised to instruct all maintenance employees that steel toe boots are
now required.)
Passenger Notification – changes in policies and/or procedures that

affect passengers. (e.g., the transportation of pet’s policy has been
revised to allow for pets under 15 pounds.)
5
PROCEDURE
(Name of Transit System) will complete an annual review of this
manual to ensure the most accurate, appropriate, and compliant
policies and procedures are in place to ensure the most efficient and
safe services available to (Name of Community/County). Periodically
necessary changes may be identified before the scheduled annual
review. If an update or revision is required before the annual review,
a breakdown of the changes or revisions must be presented with
information that supports the immediate update.
The annual review process may be broken down by topic category

and by quarter to reduce the burden of trying to complete the
annual review of all policies and procedures at one time.
Categorically, safety-related policies and procedures, ADA policies
and procedures, administrative policies and procedures, and, finally,
operational policies and procedures may be reviewed on a quarterly
basis to ensure the annual review process is completed.
EMPLOYEE NOTIFICATION CONTENT CHANGES

Each employee shall be provided with a copy of the
policy/procedure to be added, deleted, or revised. After
applicable training, each employee will be required to sign an
acknowledgment form indicating training and receipt of the
addition/deletion or revision.
PASSENGER NOTIFICATION CONTENT CHANGES

Any revisions, additions, deletions to an effective Rider’s Guide
shall be announced via a message on each vehicle indicating that a
change has been implemented and that a revised Rider’s Guide
will be distributed as soon as possible. Signage will be placed in
passenger use areas to further ensure distribution and awareness
of the changes.
RESPONSIBILITY
Executive Director, Transportation Director, and governing board
members will be responsible for final approval of any policy or
procedure changes to be implemented. Directors and Supervisors
shall be responsible for the dissemination of changes via
6
appropriate methods (i.e., employee notification, passenger
notification). Drivers and Dispatchers shall be responsible for
ensuring that passengers are provided with up-to-date brochures
and Rider’s Guides upon request.
All (Name of Transit System) staff are responsible for ensuring

that policies and procedures are followed, and must immediately
report violations or issues that may require a change in a policy or
procedure.
7
MISSION STATEMENT
PURPOSE
To create a statement that encompasses overall goals and
objectives as well as the impact on the serviced community.
A mission statement is a summary describing the aims, values,
and overall plan of an organization.
MISSION STATEMENT
Create a statement that expresses the core values and principles of
the organization and the impact such values will have on the
serviced community. A motivational mission statement will address
organizational involvement in addressing specific community
improvement. For example, the (State)DOT mission statement reads:
"(State)DOT will plan, build, maintain, and operate a superior
transportation system enhancing safety, mobility and economic
growth”.
In some cases, your transit organization may be part of a larger
organization. As such, the transit mission statement will need to tie
in with the Agency mission statement. For example, the (State)DOT
Office of Transit mission statement reads: “The mission of the
(State) Department of Transportation’s Office of Transit is to help
people and communities meet their mobility needs by supporting safe,
responsive, efficient and environmentally sound transit services”.
The Office of Transit recognizes its role in assisting to provide the
“World Class” transportation system that the State of Indiana strives
to achieve and as such, the mission statement includes that role.
The Executive Director should confer with other agency directors
and/or department directors to develop a viable mission statement.
Such a statement should then be approved by any applicable
governing board.
NOTE: Remember, rural and urban transit systems are for the general public and not
specific to the county of service. Therefore, your mission statement should reflect
8
service to the general public.
9
CODE OF ETHICS
PURPOSE
This policy is intended to establish the standard of conduct expected
of all (Name of Transit System) employees and to maintain personal
and professional accountability.
PROCEDURE
♦ To conduct all agency business with professional competence,
fairness, impartiality, efficiency, and effectiveness;
♦ To respect the structure and responsibilities of the
agency and the governing board of directors;
♦ To provide facts and advice as a basis for making policy
decisions, and to uphold and implement policies adopted by
the governing board of directors;
♦ To market the service and transit needs to the community;
♦ To conduct organizational and operational duties
with positive leadership through communication,
creativity, dedication, and compassion;
♦ To eliminate all forms of discrimination and fraud within
the scope of the organization’s management and service
delivery;
♦ To ensure that funds from all sources are expended in
accordance with signed grant agreements, as well as, any and
all applicable local, federal, and state laws;
♦ To demonstrate the highest standards of personal
integrity, truthfulness, honesty, and fortitude in all our
activities in order to inspire confidence and trust in the
(Name of Transit System);
♦ To serve in such a way as to not realize an undue personal
gain from the performance of professional duties;
♦ To respect and protect privileged and confidential information
accessed in the course of official duties; and,
♦ To strive for the personal and professional
excellence of our board members, and our
employees.
10
NOTE: Government Employees and persons doing business with government
entities should refer to Chapters 6 of the Ethics and Conflicts of Interest (I.C. 4-
2-6) of the Indiana Code as amended.
11
LICENSE REQUIREMENTS TRANSIT OPERATORS
PURPOSE
To establish licensing requirements for transit employees required
to operate transit vehicles and responsibilities for validating and
maintaining licensing requirements.
APPLICABILITY
PROCEDURE
Transit employees in safety-sensitive positions who operate transit
vehicles either full-time, part-time, or in a backup capacity must
maintain a valid driver’s license as a condition of employment.
Operators must also maintain all physical requirements in
accordance with the BMV licensing requirements for the type of
license held and immediately inform (Name of Transit System) of
any violations that would render their license invalid, suspended or
reduce the license status (i.e., CDL, Fore Hire to Operator).
Currently, holding a CDL is not a requirement for employment with

(Name of Transit System). In the event federal, state, local, or (Name
of Transit System) requires CDL licensing, a Passenger Endorsement
will also be required. (Name of Transit System) will assist transit
operators with obtaining required licensing and with meeting
associated physical requirements.
Operators must immediately report all traffic citations received for
violations incurred while on duty. Operators must report violations
to the Transit Director within twenty-four hours of the violation.
Employees will be required to pay all costs for such violations.
All transportation operators must report any licensing or
certifications that have expired or been revoked or suspended to
12
their immediate supervisor. An employee who operates a vehicle
after loss or suspension of license or endorsement shall be
terminated. Any traffic violations, including those received while in
personal vehicles, which may impact the license status or insurability
of the employee, must be reported to the Transit Director
immediately. Failure to report violations that may impact the license
status or to report citations received while operating a transit vehicle
will result in disciplinary action.
A Commercial Driver’s License with Passenger Endorsement will be
required to operate the following vehicles:
◆ Any vehicle with a gross vehicle weight ratio of 26,000 pounds
or over or any vehicle designed to accommodate 15 or more
passengers, including the driver
A “For Hire” Driver’s License is required to operate the following vehicles:
◆ Any vehicle that is designed or used to transport more than
8 passengers (including the driver) for compensation, but
less than 15 passengers (including the driver)
RESPONSIBILITIES
It is the responsibility of the Transportation Manager to annually
verify the status of driver’s licenses for all transportation operators.
In the event the operator holds a CDL, the required physical to
maintain the license must also be validated.
Transit staff in a position that requires them to operate a transit
vehicle must provide applicable information to the Transportation
Manager to validate the status of their license or physical, if
applicable.
Please see the Medical Qualifications Program policy for
state-mandated physical requirements for all 5311 grantee
providers.
13
JOB DESCRIPTIONS
PURPOSE
To provide and establish appropriate job descriptions for
transportation personnel that accurately reflects those duties and
responsibilities required of each position, and to establish periodic
review protocols to ensure accuracy and applicability remain
current.
APPLICABILITY
This policy applies to all safety-sensitive vehicle operators,
dispatchers, and mechanics, including full-time, part-time, and
those staff that may be required to operate the vehicle.
PROCEDURE
(Name of Transit System) has developed job descriptions that
clearly defines the physical and cognitive requirements of the job
duties of transportation personnel, including transportation
operators, dispatchers, and mechanics.
Periodically, the transportation manager will review the job duties

performed by each safety-sensitive transportation employee to
verify the accuracy of the job description, and/or make necessary
revisions. This review must occur at least on a biannual basis unless
changes are identified sooner. At a minimum, the following must
occur:
◆ All employees will be provided a copy of their job description

◆ Each employee will be required to review the job description
and sign and date the file copy
◆ A signed copy of the job description will be kept in the
employee’s personnel file
◆ Each job description will include the following:
 Title of job
 Responsibilities/duties
 To whom the position reports
14
 Credentials and experience
 Physical characteristics
 Required skills, knowledge and abilities
◆ All job descriptions must be compliant with the
Americans with Disabilities Act (ADA)
A copy of the signed job description for each safety-sensitive
transportation employee will be maintained with each employee’s
personnel records. Copies of job descriptions for dispatchers,
transportation operators, and mechanics are included with this
policy. Transportation operator job descriptions have been
developed to reflect the duties of operators that may be utilizing the
different types and sizes of transit vehicles available in (Name of
Transit System) fleet.
RESPONSIBILITIES
It is the responsibility of the Transportation Manager to review job
descriptions for all transportation personnel on at least a biannual
basis. The Transportation Manager is also responsible for ensuring
that each safety-sensitive employee has received and signed a copy
of the applicable job descriptions, and place the signed copy in the
employee file.
(Please see the Medical Qualifications Program policy for state mandated
physical requirements for all 5311 grantee providers – if applicable)
15
Master Template Position:
Dispatcher
(Name of Transit System)
SUMMARY- This position is a safety-sensitive position requiring the

scheduling and overall coordination of transit services to ensure the timely
and safe transportation of all passengers. Performance of these duties must be
conducted in compliance with all applicable DOT, federal, state, local, and
system regulations and policies, including U.S. DOT drug and alcohol testing
regulations.
ESSENTIAL DUTIES
◆ Answers incoming calls promptly, gathers comprehensive
information, and communicates information to the
appropriate individual using a telephone, email, or alternate
methods to facilitate timely pickup and drop-off of passengers.
◆ Dispatches communicates information to drivers, as needed,
using a two-way radio system or alternate methods, as
necessary, to facilitate the timely pick-up and drop-off of
passengers.
◆ Provides schedule/route information and directions to drivers, as necessary.
◆ Communicates with the general public, including passengers,
families, staff, community agencies, and other providers in
person or using a telephone, email, or other alternative methods
to facilitate the timely pickup and drop-off of passengers.
◆ Contacts emergency personnel, such as police, ambulance,
and fire department, when necessary, using the telephone,
email, or alternate methods to ensure the safety of all
passengers.
◆ Communicates with drivers and other individuals, as
appropriate, to facilitate assistance as needed for
vehicle maintenance issues.
◆ Serves as a back-up driver to facilitate the timely pick-up
and drop-off of passengers. (Please indicate whether or not
your system requires dispatchers to serve as back-up
drivers).
□ Yes □ No
16
Note: If you answered yes to Question #7, all dispatchers at this
system will be required to meet all of the physical and cognitive
requirements of the driver position. Please refer to those
requirements.
ADDITIONAL DUTIES
(In addition to those duties shown above, please list any
additional duties that may be required by or performed for
your system.)
PHYSICAL REQUIREMENTS
◆ Ability to bend, crouch, or kneel.
◆ Ability to twist, push, or pull.
◆ Ability to sit in a normal seated position for extended periods of time.
◆ Cannot be prone to fainting spells, blackouts, dizziness, or seizures.
◆ Normal hearing, with the aid of corrective devices, as needed (i.e., hearing
aid).
◆ Normal vision, with the aid of corrective devices, as needed (i.e., glasses or
contacts).
COGNITIVE REQUIREMENTS
◆ Ability to determine vehicle travel path to ensure the safe
and timely transportation of passengers.
◆ Ability to evaluate, determine, and communicate the
proper course of action in situations that may pose a
safety risk.
◆ Ability to comply with current traffic and driver safety
regulations as well as all other applicable Federal, State,
and local regulations and system policies.
◆ Possess strong organizational skills.
◆ Ability to analyze and solve problems.
◆ Ability to effectively communicate, including:
 Strong oral and written communication skills; and
 Knowledge of the English language.
◆ Ability to learn, understand, and communicate, as necessary, all
schedules/routes.
WORKING CONDITIONS
The dispatcher’s hours of work and work schedules vary. The
position requires being seated for extended periods of time. The
work environment is a controlled setting with normal temperatures
17
and high levels of light. The position requires frequent interaction
with drivers and the public.
EDUCATION AND/OR LICENSE REQUIREMENTS
◆ Must possess and maintain a good driving record
meeting or exceeding system- established driver
eligibility standards.
(Please insert any additional educational and/or certification
requirements mandated by your system in addition to those
listed above.)
"The physical demands described here are the representative of
those that must be met by an employee to successfully perform the
essential functions of this job. Reasonable accommodations may be
made to enable individuals with disabilities to perform the essential
functions."
18
Master
Template
Position: Driver (Less

than or equal to 15
passengers)
SUMMARY - This position is a safety-sensitive position requiring the safe

operation of a motor vehicle in the provision of public transit services and the
effective transportation of all passengers. Performance of these duties must
be conducted in compliance with all applicable DOT, federal, state, local, and
system regulations and policies, including U.S. DOT drug and alcohol testing
regulations.
ESSENTIAL DUTIES
◆ Operates a motor vehicle in the provision of public transit
services in compliance with all applicable DOT, federal, state,
local, and system regulations and policies and ensures the safe
and timely transportation of all passengers.
◆ Assists passengers as needed in the boarding and disembarking
of the vehicle to ensure the safety of all passengers, including
assistance during vehicle evacuation, as necessary.
◆ Boards and disembarks passengers, including those using
common wheelchairs or other mobility devices, requiring the
use of lift equipment and securement systems according to the
system’s policies and procedures to ensure the safety of all
passengers.
◆ Completes daily paperwork using pen or pencil, as
required, to ensure accurate reporting and records.
◆ Completes daily pre-trip inspection using the required
inspection checklist to ensure the proper and safe
functioning of the vehicle.
◆ Regularly inventories vehicle equipment and
supplies; reports restocking needs per the system’s
established procedure to maintain a safe, functional
vehicle.
◆ Fuels the vehicle; ensures that all vehicle systems are
properly shut down; visually inspects the interior for any
19
items left by passengers; locks the vehicle to maintain
security.
◆ Regularly cleans the interior of the vehicle to maintain a

sanitary environment for passengers and the safe operation of
the vehicle. (Please check all that apply.)
 Clean vehicle interior, including wheelchair brackets, using a vacuum or
broom.
 Mop and dry, as necessary, vehicle interior.
 Clean windows using window cleaner.
 Empty trash from inside the vehicle.
 Disinfect vehicle armrests, seats, handrails, dashboard, instrument panel,
etc. using a disinfectant cleaner.
 Cleanup of blood and other bodily fluids, as needed, sanitizing with a
disinfectant cleaner.
ADDITIONAL DUTIES
your system.)
◆ Must have the ability to bend, crouch, kneel, twist, push, and pull.
◆ Must have normal hearing, with the aid of corrective devices,
as needed (i.e., hearing aid).
◆ Must have normal vision, with the aid of corrective devices, as
needed (i.e., glasses or contacts).
◆ Must be free from fainting spells, blackouts, dizziness, or seizures.
◆ Must have the ability to sit in a normal seated position for extended periods.
◆ Must have the ability to endure extended periods of driving.
◆ Must have the ability to lift up to 70 lbs.
◆ Must have the ability to tolerate exposure to dust, gas, and/or fumes.
◆ Must have the ability to exert up to 20-50 pounds of force,
occasionally, and/or10- 26 pounds of force frequently.
◆ Must be at least 21 years of age.
Note: These physical requirements are not meant to replace those

specified by the Federal Motor Carrier Safety Administration Part
391.41 “Physical qualifications for drivers.” All FMCSA physical
requirements must also be met.
◆ Must have the ability to determine vehicle travel paths to
20
ensure safe and timely transportation of passengers.
◆ Must have the ability to evaluate and determine proper

action in situations that may pose a safety risk.
◆ Must have the ability to effectively communicate, including:
 Strong oral and written communication skills;
 Knowledge of English language; and
 Ability to effectively communicate required action to
passengers in situations that pose a safety risk.
◆ Must have the ability to comply with current traffic and
driver safety regulations as well as all other applicable
Federal, State, and local regulations and system policies.
◆ Must possess strong organizational skills.
◆ Must have the ability to analyze and solve problems.
◆ Must have the ability to learn, understand, and
follow all public transit routes/schedules.
WORKING CONDITIONS
The driver’s hours of work and work schedules vary. The position
requires being seated for extended periods while operating a motor
vehicle, interrupted by frequent standing to assist passengers. While
driving and/or assisting passengers, the driver will need to bend,
crouch, kneel, twist, push, and pull. The position may also require
exposure to varied weather conditions, temperatures, and light
levels. The position requires frequent interaction with the public.
The position may require maneuvering the vehicle in congested
traffic and within areas of restricted space.
EDUCATION AND/OR CERTIFICATIONS REQUIRED
◆ Meet or exceed system-established driver eligibility standards.
◆ PPC (Public Passenger Chauffeur’s License)
and/or CDL (Commercial Driver’s License)
required.
meeting or exceeding the system’s established
driver eligibility standards.

listed above.)
21
"The physical demands described here are representative of those
that must be met by an employee to successfully perform the
functions."
22
Master
Template
Position: Driver (More

than 15 passengers)
SUMMARY - This position is a safety-sensitive position requiring the safe

operation of a motor vehicle in the provision of public transit services and
the effective transportation of all passengers. Performance of these duties
must be conducted in compliance with all applicable DOT, federal, state,
local, and system regulations, including U.S. DOT drug and alcohol testing
regulations.
ESSENTIAL DUTIES
◆ Operates a motor vehicle in the provision of public transit

services in compliance with all applicable DOT, federal, state,
local, and system regulations and policies and ensures the safe
and timely transportation of all passengers.
◆ Assists passengers as needed in the boarding and
disembarking of the vehicle to ensure the safety of all
passengers, including assistance during vehicle
evacuation, as necessary.
◆ Boards and disembarks passengers, including those using
common wheelchairs or other mobility devices, requiring the
use of lift equipment and securement systems according to the
system’s policies and procedures to ensure the safety of all
passengers.
◆ Completes daily paperwork using pen or pencil, as
required, to ensure accurate reporting and records.
◆ Completes daily pre-trip inspection using the required
inspection checklist to ensure the proper and safe
functioning of the vehicle.
◆ Regularly inventories vehicle equipment and
supplies; reports restocking needs per the system’s
established procedure to maintain a safe, functional
vehicle.
◆ Fuels the vehicle; ensures that all vehicle systems are
properly shut down; visually inspects the interior for any
items left by passengers; locks the vehicle to maintain
23
security.
◆ Regularly cleans the interior of the vehicle to maintain a
sanitary environment for passengers and the safe
operation of the vehicle. (Please check all that apply.)
 Clean vehicle interior, including wheelchair brackets, using a vacuum or
broom.
 Mop and dry, as necessary, vehicle interior.
 Clean windows using window cleaner.
 Empty trash from inside the vehicle.
 Disinfect vehicle armrests, seats, handrails, dashboard, instrument
panel, etc. using a disinfectant cleaner.
 Cleanup of blood and other bodily fluids, as needed, sanitizing with a
disinfectant cleaner.
ADDITIONAL DUTIES
(In addition to those duties shown above, please list any additional duties that may be
required by or performed for your system.)
◆ Must have the ability to bend, crouch, kneel, twist, push, and pull.
◆ Must have normal hearing, with the aid of corrective devices,
as needed (i.e., hearing aid).
◆ Must have normal vision, with the aid of corrective devices, as
needed (i.e., glasses or contacts).
◆ Must have the ability to sit in a normal seated position for extended periods.
◆ Must have the ability to endure extended periods of driving.
◆ Must have the ability to lift up to 70 lbs.
◆ Must have the ability to tolerate exposure to dust, gas, and/or fumes.
◆ Must have the ability to exert up to 20-50 pounds of force,
occasionally, and/or10- 26 pounds of force frequently.
Note: These physical requirements are not meant to replace those

specified by the Federal Motor Carrier Safety Administration Part
391.41 “Physical qualifications for drivers.” All FMCSA physical
requirements must also be met.
◆ Must have the ability to determine vehicle travel paths to
ensure safe and timely transportation of passengers.
◆ Must have the ability to evaluate and determine proper
action in situations that may pose a safety risk.
24
 Ability to effectively communicate required action to
passengers in situations that pose a safety risk.
◆ Must have the ability to comply with current traffic and
driver safety regulations as well as all other applicable
Federal, State, and local regulations and system policies.
◆ Must have the ability to learn, understand, and
follow all public transit routes/schedules.
WORKING CONDITIONS
The driver’s hours of work and work schedules vary. The position
requires being seated for extended periods while operating a motor
vehicle, interrupted by frequent standing to assist passengers. While
driving and/or assisting passengers, the driver will need to bend,
crouch, kneel, twist, push, and pull. The position may also require
exposure to varied weather conditions, temperatures, and light
levels. The position requires frequent interaction with the public.
The position may require maneuvering the vehicle in congested
traffic and within areas of restricted space.
EDUCATION AND/OR CERTIFICATIONS REQUIRED

◆ Meet or exceed system-established driver eligibility standards.
◆ CDL (Commercial Driver’s License) required.
meeting or exceeding system-established driver
eligibility standards.

requirements mandated by your system in addition to those listed
above.)

functions.”
25
Master Template Position:
Mechanic
SUMMARY - This position is a safety-sensitive position requiring the

inspection and maintenance of all vehicles on a regular basis to ensure the
safe and lawful operation of the system fleet. Performance of these duties
must be conducted in compliance with all applicable DOT, federal, state, local,
and system regulations and policies, including U.S. DOT drug and alcohol
testing regulations.
ESSENTIAL DUTIES
◆ Conducts and/or reviews daily, monthly, quarterly, and/or
annual vehicle checklists and inspections for maintenance
issues and follows up with maintenance, as needed, to ensure a
safe and maintained system fleet.
◆ Completes and maintains proper documentation for vehicle
inspections and service to ensure compliance with all
applicable DOT, federal, state, local, and system regulations
and policies.
◆ Implements and maintains preventative maintenance
programs for all system vehicles to ensure compliance
with INDOT, FTA, and system standards.
◆ Responds to maintenance requests and performs, and/or
coordinates with local vendors to perform needed service
to ensure a safe, fully- inspected, and maintained fleet.
◆ Reassigns vehicles, as needed, to ensure vehicle
availability for the timely pick-up and drop-off of
passengers.
◆ Completes or coordinates repairs and/or service on
inoperable vehicles to facilitate the timely pick-up and drop-
off of passengers.
◆ Diagnoses and makes, or coordinates with vendors to
make, minor and major repairs on vehicles and
equipment to ensure a safe and well-maintained fleet.
(Please check all that apply to your system).
 Tune-ups
 Oil changes
26
 Engines
 Transmissions
 Electrical systems
 Brake systems
 Tires
 Safety equipment (i.e., signal devices)
 Other _
◆ Keep vehicle maintenance area orderly and clean to

ensure a safe working environment.
Please indicate whether or not your system requires
mechanics to perform any of the following tasks:
◆ Removes snow on system grounds as needed to ensure a safe working

environment.
□ Yes □ No
◆ Operates fork-truck, as needed, in compliance with IOSHA/OSHA guidelines.

□ Yes □ No
◆ Serves as a back-up driver to facilitate the timely pick-up and drop-off of

passengers.
□ Yes □ No
Note: If the agency's mechanic serves as a back-up driver, all

mechanics at your location will be required to meet all of the
physical requirements of the driver position. Please refer to and
include those requirements.
ADDITIONAL TASKS
your system.)
◆ Must be able to exert up to 10 pounds of force occasionally and/or a negligible
amount of force frequently.
◆ Must be able to frequently bend, crouch, kneel, twist, push, and pull.
◆ Must have normal hearing, with the aid of corrective devices, as needed (i.e.,
hearing aid).
◆ Must have normal vision, with the aid of corrective devices, as needed (i.e.,
glasses or contacts).
27
◆ Must be able to drive as needed.
◆ Must be able to sit in a normal seated position for extended periods.
◆ Must be able to lift up to 75 lbs.
◆ Must be able to stand and walk frequently.
◆ Must be able to climb and/or maintain balance.
◆ Must have the ability to tolerate exposure to dust, gas, and/or fumes and
chemical compounds and solutions.
◆ Must be able to read parts manuals; to analyze, diagnose, and repair equipment
failures.
◆ Must have knowledge of appropriate IOSHA/OSHA guidelines.
 The ability to effectively communicate required action to passengers in
situations that pose a safety risk.
◆ Must have the ability to evaluate and determine the
proper course of action in situations that pose a safety
risk.
WORKING CONDITIONS
The mechanic’s hours of work and work schedules vary. The position
requires frequent movement, including bending, crouching, kneeling,
twisting, pushing, and pulling. The work environment varies from a
controlled setting with normal temperatures and high levels of light
to a work environment that has exposure to varied weather
conditions, temperatures, and light levels.
EDUCATION AND/OR LICENSE REQUIREMENTS

◆ Must have and maintain a good driving record meeting or
exceeding system- established driver eligibility standards.

listed above.)
28
functions."
29
OPERATOR TRAINING REQUIREMENTS
PURPOSE
Operational safety requires that safety-sensitive personnel charged
with providing direct services and interacting with the community
served to receive the training necessary to ensure adherence to
system policies and regulatory requirements. This policy is intended
to establish required and recommended training for all safety-
sensitive employees, and to establish a regimen of training
necessary to maintain compliance.
APPLICABILITY
to operate the vehicle. The following positions are considered to
be safety-sensitive:
◆ Vehicle Operator (full or part-time)
◆ Dispatcher
◆ Transit Mechanic
◆ Transit Coordinator
◆ Transit Manager
RESPONSIBILITIES
The Transportation Manager is responsible to ensure that every
safety-sensitive employee has received the required training,
including new hire training, within the first 30 days of employment.
Training that is required to be provided within the first 30 days of
employment is prescribed in the new hire section of this policy. The
Transportation Manager is also responsible for ensuring that
operators receive refresher training as prescribed by the training
intervals established by the training host or State DOT. The
Transportation Manager must maintain sufficient records to
demonstrate compliance.
30
RECORDS
Training records must be obtained and maintained and should
include a log of training completed, dates of completion, and a copy
of the training certificate if applicable.
The training log should provide for tracking of completed training
and when a refresher of that training is required. The training log
should also identify evaluations completed for drivers as a part of
the training, and copies of those evaluations must also be
maintained with the training records.
NEW HIRE TRAINING

All personnel in a safety-sensitive position whether full-time or
part-time must complete the required training as outlined in this
policy. All new hire training must be completed within six
months of the hire date and must complete the training topics
identified below.
◆ Employee Substance Abuse Awareness
◆ Defensive Driver Training
◆ Pre-Trip Inspection Training
◆ Emergency Procedures and Evacuations
◆ Lift Operations/Wheelchair Securement Training (with
pass/fail practicum)
TRAINING REQUIREMENTS
All transportation operators must also complete refresher training
as prescribed by the training programs utilized by (Name of
Transportation System) or by the state DOT office. An ongoing
schedule of refresher training must address the following topics:
◆ Defensive Driver Training
◆ Emergency Procedures and Evacuations
◆ Lift Operations/Wheelchair Securement Training (with
pass/fail practicum)
Additional training topics may be required and could include the

31
following topics:
◆ Customer Service
◆ Disability Awareness
◆ Driver Stress and Fatigue
◆ Prescription and Over the Counter Medication Awareness
◆ Safety and Security
32
PURPOSE
This policy addresses the training requirements for all (Name of
Transit System) transit operators. Training is vital to the safe and
efficient operation of (Name of Transit System) services, the
following outlines the course topics and training intervals required.
APPLICABILITY
TRAINING DOCUMENTATION REQUIREMENTS

The Transit Director will document all training in each employee’s
personnel file. The Transit Director will maintain a spreadsheet to
track training completed for each employee, which must contain at a
minimum the following information:
◆ Employee name
◆ Course title
◆ Instructor name
◆ Source of training
◆ Training materials (if available)
◆ Date of training
◆ Date of refresher (if required)
Employees are expected to attend periodic safety training, as

deemed appropriate, and staff meetings to obtain necessary
updates and changes in policy or procedure.
NEW HIRE TRAINING

The orientation of New Hires will, at a minimum include topics:
◆ Policy and Procedures Manual

◆ Personnel Policy Manual
33
◆ Scheduling/Dispatching
◆ Radio Procedures
◆ Office and Paperwork Requirements
◆ Substance Abuse Awareness (must comply with 655.14)
◆ Familiarization of all vehicles
◆ Basic Operations and Maneuvering
◆ Pre and Post Trip Inspections
◆ Bloodborne Pathogens –Annually as required by OSHA
◆ ADA Requirements
The training requirements described below are required for all new
hires, part-time and full-time transit operators.
◆ First Aid and CPR - First aid and CPR training will be provided
for all transit operators. All transit operators must be certified
in first aid and CPR before beginning safety-sensitive duties,
with refresher training completed per the prescribed renewal
required by the certifying agency.
◆ Emergency Procedures and Evacuation – All transit

operators must successfully obtain a certificate of
completion in training that specifically addresses
emergency procedures and evacuation that is specific to
transit operations. The training material must address at a
minimum:
 Breakdown procedures
 Weather-related emergencies
 Accident procedures
 Ill or injured passengers
 Emergency evacuations
 Special considerations for persons with disabilities
◆ Lift Procedures and Wheelchair Securement - All transit

operators are required to complete training on proper
procedures for the safe use of all wheelchair-accessible
equipment, four-point securement devices, and
boarding/alighting techniques. The training curriculum must
include at a minimum:
 Lift operations
 Manual lift operations
34
 Proper occupant restraint uses for persons using mobility aids
 Proper securement techniques
 Various mobility aid securement techniques
 How to work with and treat persons with disabilities
 Pass/Fail proficiency demonstration
◆ Transporting Individuals with Disabilities - In addition to

Securement and Lift operations training, training will be
offered to address specific disabilities and how best to serve
passengers with disabilities. This training can be apart of a
training program that also addresses lift operations and
securements and will include information on the following
topic areas:
 Strokes
 Mental retardation
 Passengers with autism
 Vision impairments
 Hearing impairments
 HIV and kidney dialysis
 Mental illness and Alzheimer’s disease
 Epilepsy or seizure disorders
 Neuromuscular diseases
◆ Defensive Driving Course – Transit operators must complete

a Defensive Driving training program before beginning
safety-sensitive duties. If drivers are unable to complete the
course before beginning duties, the course must be
completed within 30 days following their date of hire. At a
minimum the training program must address the following
areas:
 Pre-trip and post-trip inspections
 Distracted driving
 Drowsy driving
 Smoothness of operation
 Following, braking and stopping distances
 Intersections
 Roundabouts
 Rail grade crossings
 Backing
 Common driving situations
30
◆ Passenger Relations – Transit operators must complete
training that addresses customer service, dealing with
difficult people, and effective communication. At a
minimum this training must address:
 What is good customer service
 Complaint processes
 Difficult people or difficult behaviors
 Listening skills
 Communication skills
◆ On the Road Training - All new hires shall complete an on the

road training program that emphasizes the operational
responsibilities of transit operators. Due to varying levels of
expertise and experience, the program will be adapted to meet
the needs of the trainee. After initial training, the new driver
will be assigned to an experienced supervisor or driver for
continued orientation and observation. Only when the driver
is deemed to be fully trained will he or she be permitted to
operate a vehicle in revenue service.
(NOTE: Some of the courses/subjects listed above are required training.

Please see the attached training matrix for a list of required courses per
program.)
Funding Rural Transit Program (Section Specialized Transportation Program

Program 5311) (Section 5310)
Requirement Transit Operator Requirements: Transit Operator Requirements:
First Aid and CPR Certificate of completion for first aid Certificate of completion of first aid and
and CPR training class required CPR training class recommended
Defensive Defensive driving course is required Defensive driving course is encouraged

Driving Course within 6 months of hire and every
three years after hire
Pre-Trip Pre-Trip Inspection course is Pre-Trip Inspection course is
Inspection required within 6 months of hire encouraged
and every three years after hire
31
Passenger Completion of passenger assistance Completion of some type of passenger
Assistance training within 6 months of hire, and assistance training within 60 days of
Course every two years after hire hire
Bloodborne Completion of bloodborne pathogens Completion of bloodborne pathogens

Pathogens training is required training is recommended
Wheelchair Wheelchair securement training is Wheelchair securement training is

securement required within 6 months of hire required within 30 days of hire and
training and every two years after hire every two years after hire
Emergency Emergency Procedures and Emergency Procedures and

Procedures & Evacuations training is required Evacuations training is recommended
Evacuations within 6 months of hire and every within 30 days of hire and every two
three years after hire years after hire
Drug and Alcohol Completion of pre-employment drug Completion of a pre-employment drug

Testing test test if a CDL is required to operate the
vehicle
Must complete substance abuse
awareness training in compliance Must complete substance abuse
with 49 CFR Part 655.14 within 30 awareness training in compliance with
days of hire. 49 CFR Part 382.106 within 30 days of
hire.
Misc. Training may include Customer Training may include Customer Service
Service and Dealing with Difficult and Dealing with Difficult Passengers
Passengers and other topics as and other topics as deemed
deemed appropriate by (Name of appropriate by (Name of Transit
Transit System). System).
32
OPERATOR OVERSIGHT & REVIEW
PURPOSE
To identify methods for evaluating performance and compliance with
training, policies, and procedures. Establish tools for conducting
oversight of transportation operators to identify training needs, and
identify performance issues that could impact safety or the quality of
services provided.
APPLICABILITY
PROCEDURE
Transportation operators are trained to proficiency in the use of the
vehicle's lift, wheelchair securements, and use of the occupant
restraints. Operators are also required to meet other licensing and
training standards as outlined in the Required Training policy, and to
follow all (Name of Transit System) policies and procedures outlined
in this manual.
As a part of transportation operator annual performance reviews,

the Transportation Manager must include issues identified and/or
addressed through passenger complaints, accident, and incident
reports. The annual review will also address performance observed
from the required Mystery Rider Observation and Passenger
Assistance Techniques (PAT) evaluations as described below.
Every transportation operator will be required to receive an

unannounced review of performance regarding Passenger
Assistance Techniques (PAT) to include serving a passenger who is
utilizing a mobility aid. This review will include an evaluation of the
driver performing lift/ramp operations, securement of the mobility
aid, and application of the occupant restraints. The driver should
not have advanced notice that this evaluation is occurring. The
33
The transportation Manager will be responsible for
monitoring operator schedules to identify when individuals
will be served to allow for this evaluation.
Mystery Rider Observations will also be utilized to evaluate a

transportation operator’s performance with the smoothness of
operation, customer service, compliance, and operational safety. A
copy of the recommended Mystery Rider form is provided below.
Mystery Rider Observations may be performed by trusted users of
the service or through an agreement with transportation staff with
the neighboring transportation program.
Failure to perform, including violations of transportation policies

and procedures, will be addressed through these evaluation
processes. When performance issues are identified additional
training may be required with a follow-up evaluation to determine
compliance. Serious safety issues, policy violations, or verified
customer complaints will result in disciplinary action.
34
APPEARANCE
PURPOSE
Transportation operators are on the front lines and often are seen
as customer service representatives since, in most cases, the
operator is the face of the transit system. Therefore, every operator
providing public transit services must exhibit a professional
appearance with proper hygiene at all times.
APPLICABILITY
including full, part-time and those staff that may be required to
operate the.
PROCEDURE
All employees are to maintain a well-groomed and clean
appearance. Operators must dress appropriately and maintain a
professional appearance as outlined below:
◆ Shirts should be button-down or polo-type shirts that
appropriately cover the stomach and lower back when
bent over or knelt securing passengers with
disabilities.
 Halter tops are not permitted.
 Shirts must not contain obscene writing or symbols
unless it is provided by the transit system.
◆ Pants can be denim and walking shorts are permitted.
 Pants or jeans must fit properly and cannot have holes.
 Shorts must stop just above the knee.
◆ Shoes must be closed-toe and lace-up ensuring a snug fit.
 Sandals, flip flops, or open-toe shoes are not permissible.
◆ Hats should be clean with no obscene writing or symbols.
 Hats can be worn on the vehicle as long as they do not
interfere with the operations of the vehicle and do not
obstruct your view.
35
A professional appearance is not just about what we are wearing, and
whether or not our clothes are neat, clean, and wrinkle-free. A
professional appearance also includes our overall appearance. Our
overall appearance includes good hygiene and proper use of
perfume/cologne.
Violations of this policy can range from inappropriate clothing
items to offensive perfumes and body odor. In the event an
employee reports for duty wearing inappropriate attire, he or she
will be required to go home, change into conforming attire or
properly groom, and return to work.
If a staff member’s poor hygiene or use of too much
perfume/cologne is an issue, the supervisor should discuss the
problem with the staff member in private and should point out the
specific areas to be corrected. If the problem persists, supervisors
should follow the normal corrective action process.
If you are unsure of the appropriateness of an article of clothing,
please check with your supervisor before wearing it to work.
36
CONFIDENTIALITY
PURPOSE
This policy is intended to establish procedures necessary to ensure
the confidentiality of any (Name of Transit System) and passenger
information from inappropriately being shared outside of the course
of conducting business. All personnel must respect the privacy of
their co-workers and passengers served by (Name of Transit
System), and the following outlines the expectations of all (Name of
Transit System) employees.
PROCEDURE
The indiscriminate or unauthorized review, use, or disclosure of
protected health and/or other information, personal or
otherwise, regarding any passenger or staff member, is
expressly prohibited.
Each employee is expected to maintain the confidentiality of all

fellow employees and passengers at all times. Employees are
prohibited from discussing confidential information pertaining to
fellow employees or passengers without prior consent. Any
questions regarding the confidential status of a specific employee
or passenger information should be directed to the Transit
Director.
All information about passengers or staff is considered

confidential and will not be released without written
authorization. This includes information in both paper and
electronic format, and the loss, defacement, tampering, and
unauthorized use of any relative information or documentation.
Passenger and/or staff information shall be placed or stored in both

hard copy and electronic format as applicable and will be
safeguarded with passwords and controlled access. (Name of Transit
System) staff may share information, as necessary or required, for
program monitoring by federal or state monitoring agencies.
37
Staff may disclose passenger/staff information if all of the
following requirements have been met:
◆ The passenger/staff has given consent through a written

release of information;
◆ The release of information is directly for the purpose of
administration of the program (eligibility, payment, monitoring
quality improvement);
◆ The individual or agency receiving the information is subject to
the same or similar confidentiality standards.
Violation of the policy will result in severe discipline up to and

including termination.
38
DISCIPLINARY POLICY
PURPOSE
This policy is intended to identify conduct that is not in line with
the vision, mission, and values of (Name of Transit System), and to
establish the consequences of poor employee performance and/or
behavior.
DEFINITIONS
Supervisor: An employee responsible for oversight of subordinate
employees as they engage in assigned daily duties.
Director: An employee responsible for subordinate duty

assignments, appropriate supervision of subordinate
employees, and periodic statistical reporting.
Unacceptable behavior: Conduct not conducive to the standards of

ethical, professional, or moral activities as defined in the
Employee Code of Conduct.
Verbal warning: A documented conversation wherein an employee is

counseled on behavior deemed to be unacceptable by a supervisor
or director within the organization.
Written warning: A documented warning wherein an employee is

counseled on repeated instances of unacceptable behavior as
documented via a verbal warning.
Final warning: A documented warning wherein an employee is

counseled on continued instances of unacceptable behavior as
documented via a combination of a verbal warning and a series
of written warnings.
Dismissal: Termination of employment due to excessive

documented instances of unacceptable behavior via a combination
of verbal, written, and final warnings.
39
PROCEDURE
The following procedure is to be followed for all disciplinary issues
identified by (Name of Transit System) supervisors and
management:
♦ Unacceptable behavior reported by a Supervisor to the (Name

of Transit System) Director.
♦ Repeated instances of unacceptable behavior reported by
Supervisor to Director.
♦ Written warning issued to the employee by Supervisor and Director.
♦ Continued instances of unacceptable behavior reported by
Supervisor to Director.
The first instance of reported unacceptable behavior or violation of

(Name of Transit System) policies and procedures will result in a
verbal warning for the affected employee. The second violation
associated with unacceptable behavior or violation of (Name of
Transit System) policies and procedures will result in a written
warning. Progressive disciplinary actions beyond the initial verbal
and then written warning will include:
♦ Final warning drafted by Director with assistance and
input from Director and/or human resources personnel.
♦ Final warning issued to the employee by
Director (or assigned human resources
representative).
♦ Excessive instances of unacceptable behavior reported by
the Supervisor to the Director will result in the employee
being dismissed and employment terminated by Director
(or assigned human resources representative).
IMMEDIATE TERMINATION
Certain circumstances may result in the immediate termination of
an Agency employee. Such circumstances include, but are not
limited to:
♦ The physical assault of any employee, passenger, or another
person on Agency property.
♦ The use of any Agency owned property to conduct illegal activity.
♦ The theft or vandalism of any Agency owned property.
♦ Use of the Agency name for fraudulent activity.
40
POLICY ENFORCEMENT
It is the responsibility of all employees to notify Supervisors and/or
Directors of unacceptable behavior. Supervisors and Directors are
responsible for ensuring that all disciplinary actions are taken in
accordance with all applicable policies and governing laws.
41
BLOODBORNE PATHOGENS
PURPOSE
The purpose of this policy is to provide clear guidance and
information regarding (Name of Transit System) policy regarding
bloodborne pathogens and exposure control and to determine the
employee classification of exposure, and to implement methods of
exposure control, including:
◆ Universal precautions
◆ Engineering controls and work practices
◆ Personal Protective Equipment (PPE)
◆ Housekeeping and laundry procedures
◆ Labels and waste disposal procedures
◆ Hepatitis B vaccinations
◆ Post-exposure management procedures and follow-up
◆ Procedures for evaluating an exposure event
◆ Alerting employees to potential workplace hazards and training
◆ Record keeping
APPLICABILITY
DEFINITIONS
Bloodborne Pathogens (BBP): Disease–causing agents, such as
viruses or bacteria, carried or transported by the bloodstream and
present in any other body fluids, tissues, or organs that may contain
blood.
ECP: Exposure Control Plan.
Germicide: A disinfectant approved by the safety office.
HBV: The hepatitis B (or serum hepatitis) virus.
HCV: The hepatitis C virus.
42
HIV: The Human Immunodeficiency Virus, the causative agent of AIDS.
NOHA: Northwest Occupational Health Associates.

Other Potential Infectious Materials (OPIM): Human blood or
any substance, object, or item contaminated or potentially
contaminated by human blood. The following are examples of
things that should be treated as infectious materials:
◆ Human blood
◆ Anybody fluids or substances, such as semen, vaginal
secretions, vomit, etc., visibly contaminated with
blood
◆ Any object visibly contaminated by human blood
◆ Any hypodermic needle or syringe visibly contaminated with
blood or other bodily fluids
Occupational Exposure: Reasonably anticipated skin, eye,
mucous membrane, or parenteral contact (contact by piercing
skin, such as needle sticks) with blood or other potentially
infectious materials that may result from the performance of an
employee’s assigned duties.
Parenteral Contact: Contact by piercing the skin.
Personal Protective Equipment (PPE): Specialized clothing or
equipment worn by an employee for protection against a
hazard.
Examples: goggles, latex rubber gloves, heavy rubber gloves, face
shield, and CPR Protector. General work clothes (Uniforms, pants,
or shirts) are not considered personal protective equipment.
SHARPS: Syringes, glass, or other solid and sharp
objects that may be contaminated with blood or OPIM.
SOP’s: Standard Operating Procedures.
Universal Precautions: An approach to infection control. Treat all
human blood, body fluids and tissues, and other infectious
materials as if they were known to be infected with HBV, HIV, or
other bloodborne pathogens.
43
BLOODBORNE PATHOGENS EXPOSURE CONTROL PLAN - BOILERPLATE
(Name of Transportation System) understands the importance of
protecting every worker from occupational exposure to
bloodborne pathogens. The Exposure Control Plan (ECP) is written
in accordance with OAR 437-02- 1910.1030; OR-OSHA’s
Bloodborne Pathogen Standard, which has adopted the Federal
Bloodborne Pathogen Standard: 29 CFR 1910.1030. The ECP is a
key document to assist (Name of Transportation System)
employees and managers in implementing and ensuring
compliance with the standard. It is written to provide guidance and
information on procedures to be followed and to increase workers’
awareness of bloodborne pathogens.
The ECP will also provide guidance to prevent the spread of
Hepatitis, AIDS, and other diseases contracted through exposure to
blood, body fluids, and other potentially infectious materials. The
ECP is (Name of Transportation System) policy for the
implementation of procedures relating to the control of infectious
disease hazards. The ECP includes provisions for the proper
selection of personal protective clothing and equipment, labeling
requirements, exposure determinations, housekeeping practices,
records-keeping procedures, and training for all employees whose
job classifications place them at risk of exposure.
A Bloodborne Pathogen Exposure Control Plan (ECP) contains the
following components:
◆ Risk Assessment and determination of employee exposure
◆ Engineering controls
◆ Work practices
◆ Personal Protective Equipment (PPE) requirements
◆ Housekeeping procedures
◆ Decontamination procedures
◆ Biohazard waste process
◆ Post Exposure evaluation plan
◆ Education and training
◆ Laundry process and information
◆ Regulated waste vendor information
◆ Record keeping
44
PROGRAM ADMINISTRATION
The (Name of Transportation System) safety manager will be
responsible for the implementation of the ECP. The safety manager
shall maintain, review and update the ECP on an annual basis, or
when modified procedures are introduced, or following an
occupational incident.
Standard operating procedures (SOP’s) will be written and
enforced by managers and supervisors. The safety manager will
assist in writing procedures and advising managers and
supervisors on the contents of SOP’s relating to bloodborne
pathogens.
Those employees determined to have an occupational exposure
shall comply with all work procedures and SOP’s required and any
procedures outlined in the ECP document.
The safety manager shall ensure that adequate supplies of Personal
Protective Equipment (PPE), engineering controls (sharps
containers), and biohazard bags are made available, as required.
The safety manager will provide training to the following:
◆ New hires in those job classifications assessed as having
potential occupational exposure
◆ On an annual basis to those employee classifications assessed
as having potential occupational exposures
◆ Operators: Awareness training on the ECP
(Name of Transportation System) managers shall be responsible for
ensuring that:
◆ Training is provided promptly
◆ Documentation of training is maintained
◆ Employees are aware of the Post Exposure Evaluation process
◆ Questions and concerns raised by employees are answered
promptly
◆ Employees comply with SOP’s and all other related procedures and policies
45
◆ Disposal of regulated waste is conducted routinely
◆ Adequate supplies of biohazard bags and “sharps”
containers are maintained
◆ Adequate supplies of PPE are available.
The safety manager will conduct annual audits of documentation
to ensure compliance.
ACCESS TO THE EXPOSURE CONTROL PLAN
The (Name of Transportation System) ECP will be available on/at
. Additional copies will be available at the
personnel office. Employees may examine the ECP at any time
during their regular working hours.
IMPLEMENTATION AND CONTROL
It is (Name of Transportation System) policy to require all employees
to observe Universal Precautions. Treat all human blood, body fluids
and tissues, and other infectious materials (OPIM) as if they were
known to be infected with HBV, HCV, HIV, or other bloodborne
pathogens.
TRANSMISSION
Bloodborne pathogens may enter the body and potentially cause
infection through a variety of means, including:
◆ An accidental injury with a sharp object visibly contaminated with
blood or Other Potentially Infectious Material (OPIM). “SHARPS”
include needles, broken glass, or any object that can pierce,
puncture, or cut the skin.
◆ Open cuts, nicks, and skin abrasions, including dermatitis and
acne, as well as mucous membranes of the mouth, eyes, nose,
or open skin.
◆ Indirect transmission, such as touching a contaminated object
or surface and transferring the infectious material to the mouth,
eyes, nose, or open skin.
Working around or touching the unbroken skin of people who may
be infected with bloodborne pathogens will not transmit disease.
46
EXPOSURE DETERMINATION
The following list describes those job classifications and job tasks
for those (Name of Transportation System) personnel who may be
subject to the skin, eye, mucous membrane, or parenteral contact
with blood or OPIM while performing work duties. If contact with
potentially infectious materials is certain or suspected,
engineering controls may be imposed on the job and the employee
shall be issued and use the Personal Protective Equipment (PPE)
listed in the following table. The table indicates the minimum PPE.
These requirements for the wearing of PPE may be increased
when required.
EXPOSURE CLASSIFICATIONS
CLASSIFICATION 1:
Employee tasks that: Routinely involve a potential for mucous
membrane or skin contact with blood, body fluids, or tissues. Use
of Personal Protective Equipment (PPE) and adherence to SOP’s
are required for every employee in the classification. Hepatitis B
vaccinations are offered to these employees.
CLASSIFICATION 2:
Employee tasks that: Do not routinely involve exposure to blood,
body fluids, or tissues. In classification 2 the normal work routine
involves no exposure to blood, body fluids, or tissues. However,
they may be exposed to potentially infectious materials in the event
of an abnormal or emergency occurrence.
Should such exposure occur, a post-exposure evaluation will be conducted.
◆ Operators are included in this classification
◆ Administration and office staff
◆ Mechanics
ENGINEERING CONTROLS AND EMPLOYEE WORK PRACTICES
(Name of Transportation System) shall employ the concept of
Universal Precautions as it applies to the prevention of contact
with blood or other infectious materials. It is (Name of
Transportation System) policy to treat all body fluids as potentially
infectious materials.
47
Engineering controls that reduce the risk of exposure to
bloodborne pathogens consist of biological hazard (biohazard)
containers and bags for infectious waste and other contaminated
materials.
Disposable biohazard bags for infectious waste shall be heavy-
duty, red, and specially marked “biohazard”. If the bag begins to
leak, it should be double-bagged for disposal. Sharps containers
shall be sturdy, red, and specially marked “biohazard”. Containers
shall be kept in the upright position and be disposed of by (Name
of Transportation System) regulated waste vendor.
◆ Sharp’s containers and disposable biohazard bags shall not
be disposed of by placing them in the regular trash and
garbage.
◆ Use of tongs or dustpan and broom to clear broken glass or
other objects contaminated with blood or OPIM.
Equipment or clothing that potentially can become contaminated
when handling needles or while cleaning affected surfaces shall be
decontaminated using a disinfecting solution of 10 parts water to 1-
part chlorine bleach. A fresh solution shall be prepared for each
use.
The following work practices shall be followed by all District personnel:
◆ Personal Hygiene – Personnel shall be required to wash their
hands with soap and water immediately or as soon as feasible
after the removal of gloves or other personal protective
equipment. In those instances where there is contact with blood
or other infectious materials away from transit property, the use
of antiseptic towelettes will be used. Personnel shall wash with
soap and water as soon as practical after an exposure incident.
◆ Eating, drinking, use of tobacco products, applying lip balm,
and handling contact lenses when engaged in activities where
there is a reasonable likelihood of occupational exposure are
strictly prohibited.
◆ Employees who are engaged in work activities involving blood
or other potentially infectious materials must conduct the task
in a manner that minimizes splashing, spraying, spattering, or
the generation of droplets of potentially infectious substances.
48
◆ Sharp’s containers shall be available at the following locations:
 Supervisor’s office
 Maintenance vehicle
 Transit facility
 Revenue vehicle BBP kit
When needles are found, they shall be deposited into a sharp
container. Needles shall not be bent, recapped, or removed
from the syringe.
NOTE: Always take the container to the debris; do not carry glass or
syringes in the hand.
PROCEDURES FOR CLEANING BLOOD/BODY FLUIDS FROM REVENUE VEHICLES
Persons involved in the cleaning of Revenue Vehicles
contaminated with blood/body fluids will wear a MINIMUM of
disposable non-latex gloves, and a face shield for protection.
◆ Surfaces on which blood or body fluids have been spilled shall

be cleaned with soap and water.
◆ The affected area(s) shall then be liberally disinfected with a
solution of 10 parts water to 1part chlorine bleach, which is
allowed to air dry. This solution shall be changed after each
use.
◆ Wash down wetted area(s) or wipe off with solution-dampened rags.
◆ Any reusable PPE used during clean-up shall be
washed with the disinfecting solution if splashing
occurred.
◆ Towels and rags shall be placed in approved red biohazard plastic
bags and disposed of in designated areas.
◆ If skin comes in contact with the blood/body fluids, the
affected area should be thoroughly washed with soap and
water.
LAUNDRY/DISPOSAL OF INFECTIOUS MATERIALS
Garments, towels, rags, or other materials that may be laundered,
and that may have been contaminated by blood or other potentially
49
infectious materials, shall be placed in red, specially marked
disposable biohazard bags. The biohazard bags shall then be placed
in the laundry pick-up bins. An off-site cleaning and
decontamination service will be utilized for the affected laundry.
Contaminated disposable towels, rags, feminine hygiene products,
and other disposable items shall be placed in red specially marked
biohazard bags and placed in waste containers.
Sharps, such as needles, syringes, razor blades, and other small
sharp objects, shall be disposed of in red specially marked
biohazard containers. Containers shall only be filed to the
indicated fill line. The supervisor shall call the safety manager to
make arrangements for the disposal of full biohazard sharps
containers.
Sharps, such as large pieces of metal or broken glass that do not fit in
the provided sharps container, shall be decontaminated and
disposed of properly.
PERSONAL PROTECTIVE EQUIPMENT (PPE)
(Name of Transportation System) will provide personal protective
equipment to every employee whose job classification places him or
her at risk for occupational exposure to bloodborne pathogens.
Personal protective equipment made available to employees may
consist of, but is not limited to, the following:
♦ Apron ♦ Dust Mask
♦ Face Shield ♦ Heavy Duty Rubber Gloves
♦ Non-Latex Rubber Gloves ♦ Rain Gear
♦ Rubber Boots ♦ Safety Glasses/ Goggles
♦ Leather Gloves ♦ Tongs
Additionally, CPR protectors and non-latex gloves will be provided
in first aid kits for employee use in the event of first-aid
emergencies.
HEPATITIS B VACCINATION
The Hepatitis B vaccination will be made available to employees
who are subjected to the possibility of occupational exposure.
Immediately following the initial training and within working
50
days of each employee hire date, vaccinations will be offered.
Employees may refuse the vaccine, but will be required to sign the
attached “Hepatitis B Vaccine Declination” form. In addition,
employees who have a possibility of occupational exposure and
initially declined the vaccine will be given another opportunity to
accept the vaccine.
(Systems should include information on the name, address, and
phone number of the local office they intend to use for acquiring the
Hepatitis B vaccine)
POST-EXPOSURE EVALUATION AND FOLLOW-UP

(Name of Transportation System) must be notified of the potential
exposure and complete a Post Exposure Evaluation report which
must include the following:
◆ Documentation of routes of exposure
◆ Description of the circumstance surrounding exposure
◆ Identification and documentation of the source individual, unless
it is determined that the identity is not feasible or is prohibited by
state or local law. Attempts to identify the source individuals and
obtain consent will be documented. Reason for failure to identify
(refusal, can’t locate, etc.) will be documented.
An original copy of the documentation will be submitted to the safety
manager with a copy of the documentation being retained by the
employee.
The blood of the exposed employee shall be collected and tested
(with consent) as soon as practical after exposure. In the event an
employee denies permission for HIV testing, the blood sample shall
be preserved for a period of 90 days, during which time the
employee may change his/her mind and request testing.
Measures to preserve health and prevent the spread of
disease, when medically indicated, shall be offered and shall
include counseling and evaluation of the reported illness.
The safety manager will provide information to the health care
professional responsible for evaluating an employee after an
exposure incident. This information will be provided using a Post
51
Exposure Evaluation Form and must include the following:
◆ A description of the employee’s duties as they relate to the
exposure incident
◆ Documentation of the routes of exposure and the
circumstances surrounding the exposure incident
◆ Identity of the source, if known
◆ All medical records are relevant to the appropriate treatment of the employee,
including vaccination status.
TRAINING
(Name of Transportation System) shall provide training for every
employee who during the normal course of their work has potential
for occupational exposure. Employees are required to take part in
this training as a condition of their employment. In addition,
employees who receive first aid training will be provided with
information and training in the use of Universal Precautions.
(Name of Transportation System) is responsible for providing this
training and is knowledgeable in the subject matter covered in the
training program as it relates to the workplace. Training shall be
provided at the time of an employee’s initial assignment to tasks
posing the potential for occupational exposure and no less than
annually thereafter. Employees shall receive additional training
whenever there are modifications made to their tasks or procedures
which affect an employee’s risk of exposure.
TRAINING RECORD KEEPING
Records of training shall be maintained using training registration forms and/or
training certificates maintained in employees’ personnel files for a period of no less
than 3 years from the date of training and shall include the following:
◆ Dates of training
◆ Summary of training received
◆ Names and qualification of the person conducting training
◆ Name and job title of person receiving training
52
Hepatitis B Vaccination
Employee Expression of Intent
Form
I understand that due to my occasional exposure to blood or other potentially infectious materials, I
may be at risk of acquiring Hepatitis B Virus (HBV) infection. I understand Transit offers
Hepatitis B vaccination at no cost to me.
1.
I have previously been offered the vaccine by Transit and
declined to receive it or failed to receive the complete series.
2. I have previously been offered the vaccine by Transit and

received the complete series.
I wish to receive the vaccine now.
3. I decline the hepatitis B vaccine now. I understand that by declining this
vaccine, I continue to be at risk of acquiring Hepatitis B, a serious disease.
4. If in the future, I continue to have occasional occupational exposure to blood or other
potentially infectious materials and I want to be vaccinated with the Hepatitis vaccine, I
understand I can receive the vaccination series at no charge to me.
*Note: if you check on (1) above you must also read and check either three (3) or (4).
Signature of Employee:
Employee Name (please print)
Employee Job Title (please print)
Employee number Date Signed
Employee Supervisor Date Signed
Post Exposure
Evaluation
Form
Employee Name
Job Title SSN#
Address
Phone Emergency Contact Name
Has employee received Hepatitis B vaccination? Yes No
Was the ----------------- exposure hotline contacted? Yes No
Source Name Employee of Company Yes No

Address SSN#
Phone Emergency Contact Name
Date of Exposure Date of Evaluation
Job Duties and Occupation
Work Location (Route, Vehicle, County)

Circumstances Leading to Exposure
Route of Exposure
Employee Name (Print) Supervisor’s Name (Print)
Employee Signature Supervisor’s Signature

DRUG AND ALCOHOL RECORDS
PURPOSE
To ensure compliance with 49 CFR Parts 40 and 655 as amended,
which govern the maintenance and storage of all drug and alcohol
testing records for agencies receiving funding through the Federal
Transit Administration.
Agencies not receiving Federal Transit Administration funds and that
operate vehicles that require drivers to have commercial driver’s
licenses, must follow Federal Motor Carry Safety Administration’s
Drug and Alcohol requirements, 49 CFR Part 382.
APPLICABILITY
PROCEDURE
All drug and alcohol testing records must be maintained in a file
separate from all other personnel and employee files and stored in a
secure location (i.e., locked file cabinet).
The following drug and alcohol testing records must be

maintained for a minimum of five (5) years from the date of
creation:
◆ Covered employee verified positive drug and alcohol test results;

◆ Documentation of refusals to take required drug or alcohol tests;
◆ Covered employee referrals to the SAP;
◆ Employer reports from SAPs; and
◆ Copies of annual MIS reports submitted to FTA
The following drug and alcohol testing records must be

maintained for the indicated timeframe:
56
◆ All drug and alcohol test results obtained from previous
employers for new hires or transfers into safety-sensitive
positions for a minimum of three (3) years.
◆ All records of the collection process and employee
training for a minimum (2) year.
◆ All negative drug and alcohol test results for a minimum of one (1) year.
57
ESTABLISHED TRANSIT SERVICES
PURPOSE
Transit operators are tasked with the responsibility of
providing services within established parameters that include
local, state, and federal requirements. Modification to those
services is not permissible without management approval. This
policy is intended to define and clarify the established service
for (Name of Transit System).
APPLICABILITY
PROCEDURE
(Name of Transit System) is a (Service Type, i.e. Point Deviated,
Curb-to-Curb) public transportation system serving the
community(s) of (Name of City/Town) and the surrounding (county,
areas). Hours of service are as follows:
◆ Monday – Friday 6 a.m. to 7 p.m.
◆ Saturdays 7 a.m. to 5 p.m.
Services are not provided on the following Holidays:

◆ Christmas
◆ New Year’s
◆ Memorial Day
◆ Labor Day
Changes in service or service hours cannot be made without prior

authorization from the Transit Director. (Name of Transit
System) services are open to the general public and passengers
may utilize the service by contacting the scheduling and
dispatching offices to request a ride. All trip requests must be
made 24 hours prior to the trip; however, same-day service will
58
be considered if trip volume permits.
A trip manifest will be prepared for each day’s service and

provided to the driver prior to beginning routes each day. (Note:
if the service type is point deviated fixed route or some
other service design please revise and describe service.)
Transportation operators are required to complete the trips

provided on their daily route manifest each day unless directed to do
otherwise by the Transit Manager or dispatch. Transit operators
must follow the established policies, procedures, and guidance
provided by (Name of Transit System), and notify management of
passenger requests that fall outside of the established service as
provided in this policy manual and with each day’s route manifest.
At the end of assigned shifts, transit operators must return the

vehicle to the (Name of Transit System) and ensure that it is parked
in an assigned parking spot (if applicable) or designated transit
vehicle parking areas and do the following:
◆ All fare boxes/cash bags will be removed.

◆ All doors and windows will be locked and secured.
◆ All switches will be turned to the “OFF” position.
◆ All applicable manifests will be removed.
◆ Any trash or debris will be removed and discarded.
◆ Any items left behind by passengers will be turned into the
Dispatcher for recovery.
◆ Conduct any required post-trip vehicle inspections. All vehicle
keys will be returned to the appropriate storage box.
UNSCHEDULED STOPS
It is not unusual for a passenger to request the transit operator to
make additional “quick” stops at a convenience store or restaurant
while en-route to their scheduled destination or during their
return trip. Additional, unscheduled stops are not permitted
without prior approval from dispatch and/or the Transportation
Manager.
59
These requests may be permitted if schedules permit and no other
trips will be impacted, but authorization must be obtained before
making an additional stop. Failure to obtain authorization before
honoring such requests may result in unauthorized use of a (Name of
Transit System) vehicle and could result in disciplinary action.
LEAVING VEHICLE UNATTENDED

Transit operators are responsible for the safety of the vehicle at all
times, and must not leave the vehicle unattended while running or
with other passengers on board. It is understood that while servicing
persons with disabilities or senior’s additional assistance may be
required beyond the curb. However, the overall safety of the vehicle
does not permit a transit operator to be able to leave the vehicle
unattended if it will be out of sight of the transit operator when
other passengers are on board.
These requests are encouraged at the time of scheduling; however,
the ADA requires such requests to be honored. In the event a
passenger requests assistance beyond the curb and other passengers
are onboard the vehicle, the transit operator is required to contact
dispatch. Dispatch will provide the transit operator direction on an
individual basis and in consideration of the unique characteristics for
that passenger and their destination.
In the event a passenger who is using a mobility aid or assistive
device requests assistance beyond the curb, the transit operator must
ensure the lift has been stowed. This is necessary to prevent
pedestrians and other motorists from tripping or driving over the lift.
ENTERING HOMES OR FACILITIES

Transit operators are never permitted to cross the threshold into a
business or passenger residences as a part of providing services or
passenger assistance. Passengers needing assistance with entering
their home or the facility or business at their destination will be
advised to acquire their own assistance beyond the threshold.
Transit operators who violate this rule place (Name of Transit
System) at greater risk, and themselves at greater risk of litigation.
To clarify, transportation operators are permitted to open the door for the
passenger to enter, but cannot cross the threshold with the passenger. In the event
60
assistance with packages is being provided, the transit operator may set the
packages inside the door on the floor, but again, must not physically cross the
threshold. Violation of this policy may result in disciplinary action.
OTHER REQUESTS
It is not possible to address all potential scenarios that may be
presented in a single policy; therefore, transportation operators who
receive a request from a passenger that is outside the scope of
service provided or identified on the transit operator’s daily route
manifest are required to notify dispatch before honoring any
request. This includes requests for passenger assistance that have
not been specifically addressed during training programs or by this
policy and procedures manual. Examples of passenger assistance
that are not permissible include, but are not limited to:
◆ Assisting with transfer from a mobility aid to the fixed seating

◆ Lifting or carrying a passenger, child
◆ Assisting with a passenger pet or service animal
Anytime a transit operator is unsure of a passenger request the

Transportation Manager or dispatcher must be contacted and
advised of the request. Guidance will be provided by the dispatcher
or Transportation Manager.
61
RADIO COMMUNICATIONS
PURPOSE
To provide guidance for professional communication
during vehicle operation.
APPLICABILITY
PROCEDURE
All transit operators must perform a radio check before leaving
the base station.
Every transit operator will ensure that they have a working radio
before leaving the (Name of Transit System) property and if not,
they are to obtain a cell phone from the office informing the
dispatcher of the cell phone number so that they can stay in
constant communication with the (Name of Transit System)
dispatcher.
Some mobile radio units are wired directly to the battery through the
fuse box and therefore DO NOT require the ignition switch to be
engaged to use. Other units will require the ignition to be engaged
before the unit can be turned on. Each radio unit is to be turned off at
the end of the operation and turned on at the beginning of the
operation.
Every radio is to be operated on channel one (1). Key the microphone

and listen for the beep signal before speaking. This frequency and
channel (1) are shared with other establishments in the (County
area); therefore, listen before speaking to prevent any “walking” on
other users.
62
Speak clearly, precisely, and briefly with NO UNNECESSARY radio
talk. Wait for acknowledgment; if you do not receive an answer try
to contact the dispatcher again in a few minutes, remembering the
dispatcher may be on the telephone or away from the radio.
LISTEN AND WAIT for other transmissions to be completed before
cutting in. If told to "stand by," wait for dispatch to respond. If no
response has occurred within a minute, proceed to the radio again
for a response. Radio the dispatcher when no passengers are on
board, when leaving the vehicle, and when you return to the
vehicle. This includes lunch and bathroom breaks.
Remember that the repeater service as well as the other

establishments we share airtime with monitors this
frequency/channel. Transit operators are required to maintain a
professional conversation at all times. No teasing, playing, cussing,
or derogatory remarks. DO NOT SPEAK negatively about
passengers, other drivers, or (Name of Transit System) as a whole.
Dispatchers do not rebuke drivers over the radio. If a situation
needs to be addressed then have the transit operators return to
base (when convenient) for discussion.
If a dilemma occurs regarding a passenger or passengers, the transit

operators must radio dispatch and give a clear definition of what the
situation is. If the situation should not be discussed over the
airwaves, because it may embarrass or upset a passenger, proceed to
the nearest landline (telephone) or return to base if possible. Let the
dispatcher answer questions from other transit operators unless
specifically requested by the dispatcher to answer. If the information
given is incorrect, call the dispatcher, not another transit operator.
Cell phones are to be utilized in the event of a disruption of radio

service or when a transit operator is scheduled for an out-of-town
run that exceeds the radio service area. Cell phones are not to be
used for personal use.
63
PORTABLE ELECTRONIC DEVICE USE
PURPOSE
Portable electronic devices have helped to make communities,
businesses, and individuals more connected than ever before with
information and people accessible with a touch of a button. However,
the use of these devices and the associated dangers requires (transit
system name) to establish clear policies and procedures regarding
their use.
Distracted driving is the result of any non-driving activity that

requires the driver to take their eyes off of the road, their hands off of
the steering wheel, or diverts attention from the primary task of
driving. The use of portable electronic devices requires the driver to
visually, manually, and cognitively detach from their primary task of
operating the transit vehicle. Use of any device not provided by
(transit system name) for communicating with dispatch to provide
transportation services is prohibited.
APPLICABILITY
PROCEDURES FOR USE OF PORTABLE ELECTRONIC DEVICE USE WHILE DRIVING

(Transit system name) prohibits employee use of Portable
Electronic Devices (i.e., cellular phones, tablets, personal digital
assistants, GPS, etc.) while driving. This includes, but is not limited
to, receiving or placing calls, text messaging, internet searches,
receiving or responding to email, checking for phone messages, or
inputting GPS route data or system settings. Hands-free devices are
permitted to be used while driving, and as applicable to providing
required service for (transit system name).
64
If it is necessary to use a handheld cell phone or electronic device, employees:
♦ Must stop their vehicle in a safe location before use.

♦ May not enter route data into a GPS navigation system while
driving and may only use a GPS navigation system for listening to
turn-by-turn route data while in route to their destination.
(Transit system name) operators are allowed to use the vehicle’s 2-

way radio (enter communication type) to communicate with
Dispatch while driving if traffic and passenger volume permits. In the
event that traffic conditions do not permit communications with
dispatch, transit operators are expected to advise dispatch and
communicate at the next available stop to ensure safety. If an
employee has any questions about how a task should be done safely,
they are not to begin the task before discussing the situation with a
supervisor.
If, after discussing a safety situation with a supervisor, an

employee still has questions or concerns, they are required to
contact their transportation manager.
NO EMPLOYEE IS EVER REQUIRED to perform work that they believe

is unsafe or that they think is likely to cause injury or a health risk to
themselves or others.
65
COMPANY EQUIPMENT, EMAIL, SOCIAL MEDIA, AND ON-LINE

SERVICES
PURPOSE
This policy establishes the appropriate use of agency computers,
equipment, email, and social media for (Name of Transit System).
There is no expectation of privacy for anyone using an agency
computer, laptop, tablet, or smartphone provided or assigned for use
by (Name of Transit System).
Due to the excessive use of social media in today’s society, it is

necessary to address its use and potential impact on (Name of
Transit System. For the purposes of this policy, social media is
defined to include blogs, wikis, microblogs, message boards, chat
rooms, electronic newsletters, online forums, social networking
sites, and other sites and services that permit users to share
information with others in a contemporaneous manner.
PROCEDURE FOR EQUIPMENT USE

All work performed using a (Name of Transit System) owned
computer, laptop, tablet or smartphone is subject to review at any
time. No employee is to expect privacy when using the devices
described in this policy, and this expectation extends to on-line
activities performed on (Name of Transit System) property.
Access to and use of the Internet, electronic mail, and online services
is not confidential and will be monitored for inappropriate use. The
following rules will apply at all times:
◆ The Internet, electronic mail, and online services are

intended to be used for business purposes only. Any use
not directly related to business activities, which involves
solicitation of any kind, or which could bring about
unfavorable agency publicity is strictly forbidden.
◆ Employees shall not use the Internet, electronic mail, or online
services for operating a business for personal gain, sending
66
chain letters, viewing or posting to social media, or
soliciting money for religious and political causes.
◆ Employees shall not use the Internet, electronic mail, and

online services to transmit or download material that is
offensive, obscene, pornographic, threatening, or racially or
sexually harassing. Large downloads of files that are not
agency-related shall be prohibited. This includes music files,
graphic files, and other large files that add considerable
traffic or require a larger bandwidth.
◆ Employees shall not use the Internet, electronic mail,
and online services to disseminate or print copyrighted
materials (including articles and software) in violation
of copyright laws.
◆ Employees shall not use the Internet, electronic mail,
and online services to provide access to confidential
information.
◆ Employees shall not use the Internet, electronic mail, and
online services to provide access to public information
without following the existing rules and procedures of
(Name of Transit System) for dissemination.
◆ Employees shall take all reasonable precautions to prevent
the inadvertent dissemination of confidential information via
the Internet, electronic mail, or online services.
◆ Access to the Internet shall be made by approved connection only.
◆ Internet usage is subject to other limitations as imposed by
supervisors to prevent excessive or improper use.
◆ Employees shall take all reasonable precautions to prevent the
inadvertent infection of viruses, adware, Trojan horses,
cookies, etc. on company computers, laptops, tablets, and
smartphones issued by (Name of Transit System).
PROCEDURE FOR SOCIAL MEDIA USE

With the excessive use of social media in our everyday lives, it is
imperative to address the impacts of the issues and misconceptions
associated. (Name of Transit System) is in no way indicating that
employees are not permitted to use social media, but rather must
understand the implication associated.
67
(Name of Transit System) employees need to know and adhere to
the Code of Ethics as presented in this Employee Handbook, and
other company policies when using social media in reference to
(Name of Transit System).
◆ Employees should be aware of the effect their actions may have

on their images, as well as (Name of Transit System) image.
The information that employees post or publish may be public
information for a long time.
◆ (Name of Transit System) may observe content and
information made available by employees through social
media. Employees should use their best judgment in posting
material that is neither inappropriate nor harmful to (Name of
Transit System), its employees, or customers.
 Examples of prohibited social media conduct include
posting commentary, content, or images that are
defamatory, pornographic, proprietary, harassing,
libelous, or that can create a hostile work environment.
◆ Employees are not to publish, post or release any information
that is considered confidential or not public. If there are
questions about what is considered confidential, employees
should check with their supervisor.
◆ Social media networks, blogs, and other types of online
content sometimes generate press and media attention
or legal questions. Employees should refer these
inquiries to their supervisor.
◆ In the event an employee encounters a situation while using
social media that threatens to become antagonistic,
employees should disengage from the dialogue politely and
seek the advice of a supervisor.
◆ Employees must obtain appropriate permission before
referring to or posting images of current or former
employees, members, vendors, or suppliers.
◆ Social media use shouldn't interfere with employee’s
responsibilities at (Name of Transit System). (Name of Transit
System) computer systems, tablets, or phones are to be used
for business purposes only. When using (Name of Transit
System) equipment, use of social media for business purposes
is allowed (ex: Facebook, Twitter, (Name of Transit System)
blogs and LinkedIn), but personal use of social media
68
networks or personal blogging of online content is prohibited
and could result in disciplinary action.
◆ Subject to applicable law, after-hours online activity that
violates the Code of Ethics or any other company policy may
subject an employee to disciplinary action or termination.
◆ Employees are required to keep (Name of Transit System)

related social media accounts separate from personal
accounts.
Use that is not in accordance with this policy will result in possible
discipline up to and including termination.
69
VEHICLE AM/FM RADIO
PURPOSE
To provide guidance for the use of the AM/FM radio, CD player on
board all (Name of Transit System) vehicles.
APPLICABILITY
PROCEDURE
(Name of Transit System) permits transit operators to use the
vehicle's AM/FM radio during operation. However, when
passengers are on board, (Name of Transit System) vehicle radio
stations that promote religion, contain controversial programming,
or programs that may be offensive to passengers are not permitted.
Transit operators are responsible for the selection of radio stations
in the vehicle. Violations of this policy are subject to disciplinary
action.
The volume must be maintained at a level that does not interfere

with the transit operator’s ability to hear warning signals or
passengers on board. Violation of this policy may result in the
transportation operators no longer being able to use the on-board
vehicle radios.
70
DISPATCH PROCEDURES
PURPOSE
To establish procedures for dispatchers and clarify the
responsibilities of the dispatcher.
APPLICABILITY
PROCEDURE
The dispatcher is the primary contact for transit operators when
they are operating a vehicle in revenue service. The dispatcher is
responsible for the clear transmission of information to and/or from
transit operators necessary for the continued safe and efficient
operation of (Name of Transit System) vehicles. All transit operators
are expected to respond to dispatchers as soon as possible, and as is
safe to do so.
The following information will be communicated to the transit

operators as soon as possible:
◆ Any same-day trip requests
◆ Trip cancellations
◆ Known or expected traffic delays
◆ Changes in the issued daily manifest (i.e., parcels, new
destination, accompanying PCA)
Dispatchers will assist transit operators with detailed

instructions for emergencies including, but not limited
to:
♦ Accidents
♦ Abusive/disruptive passengers
♦ Unsafe road conditions
♦ Driving directions
♦ Vehicle breakdowns
71
The dispatcher will inform transit operators when to take their
lunch breaks based on the daily schedule. Transit operators
will inform the dispatcher anytime they are out of their
vehicles or have downtime.
All transit operators will contact the dispatcher before leaving a

pick-up point where a passenger is a no-show. The dispatcher will
give permission to leave the pick-up site and document the no-
show on the master scheduling log.
72
COMPUTER AND SYSTEM BACK-UP
PURPOSE
This policy is intended to establish procedures for the maintenance
and, if necessary, recovery of electronic data required to be
maintained by (Name of Transit System).
APPLICABILITY
PROCEDURE
All staff that are assigned a computer for completing work with
(Name of Transit System) are responsible for the computer data on
their assigned device. These devices must have the data properly
saved and backed up to the (Name of Transit System) main drive or
it must be saved to a removable thumb drive or disk at the end of
each day’s shift.
Data disks and/or thumb drives will be stored in a fireproof safe or

other secure off-site location (Identified Location) approved by
(Name of Transit System) The Transit Manager will monitor
procedures and ensure that staff is completing daily computer
backup protocols, and will randomly verify the data is being saved
and backed up according to this policy.
73
SCHEDULING
PURPOSE
To establish the standard operating procedures for scheduling and
dispatching trips and preparing daily trip logs for (Name of Transit
System).
PROCEDURE
The office hours for trip reservations are Monday-Friday ( a.m.-
p.m.) at 812-333-3333 or the (State) Relay at 1-800-743-3333.
(Name of Transit System) requires twenty-four-hour advance
notice for scheduling trips.
Trips are scheduled on a first-come, first scheduled basis. There will
be no trip prioritizing. Same-day requests will be accepted
depending on availability, and trip requests cannot be left on voice
mail.
Out of County trips require 72-hour advance notice. (Name of

Transit System) Transit Provider provides transportation to in the
community of (community) in (county, state). The Transit Director is
responsible for scheduling all routine out-of-county trips, which are
published for three months at a time in the local paper on the first of
each month. This allows riders and medical providers the
opportunity to schedule appointments accordingly.
The passenger will be required to provide:

◆ Name, address of the pick-up
◆ Requested time of pick-up
◆ Address of destination
◆ Appointment time (if applicable)
◆ Any special needs (i.e., wheelchair accessible vehicle)
◆ Any other pertinent information (i.e., an accompanying PCA)
Request for service outside of (Name of Transit System) hours or

service area is to be documented for planning purposes. In the
event, a requested time is not available the scheduler may negotiate
74
time slots. (See Trip Denial policy).
75
The passenger will be given the time of the pick-up at the time the
trip is scheduled. Passengers will be reminded of the pick-up
window. No callbacks will be made to confirm trips.
A brochure will be provided to all new passengers either by mail or

in-person upon boarding. Contract passengers should receive a
brochure from the contracting agency before scheduling a trip.
DEMAND RESPONSE: Requires the passenger to schedule 24 hours in

advance either via telephone or in-person. The office hours for
scheduling are from (a.m.- p.m.) Monday through Friday and from
(a.m.- p.m.) on Saturday. Passengers may call at 812-333-3333 or
the (State) Relay at 1-800-743-3333.
POINT DEVIATION ROUTES: Requires the passenger to be at the

designated stops at the prearranged scheduled pick-up time
without prior scheduling.
Passengers may also call the office for the next pick-up time and to
request a pick-up. The vehicle will also deviate to pick-up
passengers in the area of the prearranged pick-up points.
Passengers need to call two hours in advance if they need a
deviated point pick-up. All vehicles that provide point deviation
service are wheelchair accessible.
STANDING ORDERS: Are used in demand response services where

passengers are required to call in advance to place a service request.
A standing order is a scheduling practice that allows passengers to
request the same service, i.e., a reoccurring trip, for several days or
weeks without having to call each day or week to schedule. For
example, a person that has a medical appointment every Monday
afternoon might call at the beginning of each month to schedule all of
his or her Monday afternoon trips for that month.
The person would call back only if a trip were to be canceled.
Standing orders, like any other request for service, are subject to
a transit system’s no-show and cancellation policies.
(Note: For Public Transit Systems (Section 5311 recipients) – Standing orders
cannot exceed 50% of a time slot.)
76
CONTRACT SERVICE: Is offered through numerous agencies within the
county. Each contract is individualized and scheduling procedures
are attached to the contract. Passengers may be referred to the
agencies for eligibility. (Name of Transit System) does not
determine contract eligibility.
(Note: For Public Transit Systems (Section 5311 recipients) – Contract service
cannot exceed 50% of a time slot.)
RESPONSIBILITY
The transportation manager is ultimately responsible for all
scheduling and dispatching respectively, and must assure that
schedulers and dispatchers are following protocol. It is the
responsibility of the schedulers to ensure the accuracy of driver
manifests before the start of each day’s routes.
77
WAIT TIME
PURPOSE
In an effort to ensure safe, efficient, and effective transportation
services for all passengers who utilize (Name of Transit System)
services understand the arrival, wait and departure times
associated with the service.
APPLICABILITY
WAIT TIME FOR SCHEDULED TRIPS

Passengers will be encouraged to be prepared for boarding at the
scheduled pick-up time. Passengers will also be advised of a 30-
minute window to expect the arrival of a transit operator (15
minutes before and immediately following the scheduled time) at
the time the ride is scheduled. All passengers will be advised that the
scheduling office will not make reminder calls for
pick-up times. Please reference the no-show and cancellation policy
for those trips where the passenger does not present themselves for
the trip, and/or fails to cancel their trip as required.
If a transit operator is unable to arrive during the established pick-

up window, the dispatcher will be notified and the passenger will be
contacted with a revised pick-up time. Passengers may be advised to
contact the scheduling office to verify the time of arrival. Dispatch
will review all available passenger information for possible schedule
changes and advise the driver accordingly. Transit operator
manifests and/or log sheets will need to be completed as directed.
78
TRIP DENIALS
PURPOSE
To comply with the Americans with Disabilities Act of 1990, a trip
denial log will be maintained in order not to deny service to an
individual with disabilities solely because the individual’s disability
results in appearance or involuntary behavior that may offend,
annoy, or inconvenience employees of the agency or passengers.
DEFINITIONS
Trip Denial – In a demand response system, a trip denial occurs when
a passenger’s trip request cannot be accommodated due to capacity
constraints. Trip times may be negotiated with the passenger within
one-hour prior to or one hour past the requested time. If the
requested trip can only be accommodated outside of this “window,” it
is a trip denial.
PROCEDURE
It is the intent and purpose of (Name of Transit System) to meet the
needs of every passenger that desires to use the service, and as such,
will make every effort to meet the needs of all passengers. If a
passenger cannot be served within the parameters of (Name of
Transit System) established services, a trip denial must be
documented. (Name of Transit System) must document all trip
denials on the trip denial log, which must be reviewed weekly by the
Transit Manager. Anytime there is a trip denial or an increase in trip
denials is identified, the Transportation Manager must investigate
the purpose for the denial and/or the reason for the increase in trip
denials and identify necessary changes that would reduce or
eliminate the number of trip denials received.
Changes or additions to service can only be made with approval by

(State)DOT or (Name of Transit System) governing board, and only
when funding permits. The trip denial logs must also be utilized to
validate service data for (State)DOT and FTA reporting purposes.
79
PASSENGER LOG/MANIFEST
PURPOSE
To establish a consistent and accurate system for providing (Name
of Transit System) transit operators with route and trip information
for each day’s schedule of services. Populate data for required local,
state, and federal reporting purposes, and provide a record for
appropriate billing purposes.
APPLICABILITY
PROCEDURE
Every scheduled transit operator will receive a printed manifest that
lists all scheduled passenger pickups and deliveries for their
scheduled shift. The passenger manifests may be provided in hard
copy (electronic) format (define method). Each transit operator will
be responsible to ensure each passenger pickup is performed in the
most efficient manner and in the order provided by the passenger
manifest.
Each manifest requires data entry by each driver. Entries will need
to be accurate and legibly written (or entered into the tablet). At
the end of each transportation operator’s shift, the daily manifest
and any miscellaneous accompanying paperwork (i.e. receipts,
passenger communications, incident reports, etc.) will be
submitted to the Transportation Manager.
Last-minute additions to the manifest may be made as long as the

transit operator has seats and the addition does not cause a delay in
picking up prescheduled passengers. The Transit Supervisor has final
approval authority for all last-minute additions.
80
Drivers are required, at a minimum, to keep track of the
following information:
♦ Fleet number of the vehicle(s) used for the shift

♦ Start and end odometer reading for each shift
♦ Start and end odometer reading for each trip
♦ Start and end time for each trip
♦ Downtime
♦ Applicable refueling information (purchase amount, odometer reading, gallons
purchased, etc.)
♦ All applicable passenger information for dispatch or flag-stop trips not included
on the manifest
♦ Fares collected/not collected
Drivers cannot change passenger destinations as stated on the

manifest or take any trip requests from passengers.
80
NO-SHOW AND TRIP CANCELLATION POLICY
PURPOSE
This policy is intended to address the actions of habitual abusers of
service scheduling and provide clear protocols for addressing
passengers who fail to show for their scheduled trip without
properly canceling the trip. This policy is intended to address those
repeat offenders and not the occasional incident that may occur
with some passengers.
DEFINITIONS
No-show – Any passenger who is unavailable for pick-up of a
scheduled trip that has not been notified (Name of Transit
System) to cancel that trip. Trips in which passengers will not
be picked up due to circumstances related to service will not be
considered a no-show.
NO-SHOW PROCEDURE
The transit operator will wait for passengers for ten minutes beyond
the scheduled pick-up time. The transit operator will make
reasonable attempts to locate the passenger. If the passenger cannot
be located within the established 10 minutes, the transit operator
must contact the Dispatcher with the no-show information.
Passengers who do not make themselves available within that
window will be considered a no-show. The Dispatcher has the
responsibility to determine if the transit operator is to continue
without the passenger.
Upon permission to continue without the passenger, the transit

operator is to record the arrival time, departure time, and
vehicle mileage on the Daily Manifest.
Scheduled trips are to be canceled within one (1) hour before the
time of the trip request. Any scheduled trip not canceled within that
window will be considered a no-show and will be logged as such. A
no-show designation for a trip will be monitored to determine the
habitual nature of no-shows associated with a passenger.
81
Passengers whose trip results in a no-show will still be required to
tender a fare (if applicable). The expected fare will be collected
during the next available trip taken by that passenger.
Exceptions may be made for passengers who are unduly delayed

due to medical appointments or procedures. The passenger will be
required to contact (Name of Transit System) as soon as practicable
following the missed trip and a new driver will be dispatched as
soon as possible.
HABITUAL NO-SHOW PROCEDURE

Passengers who have three no-shows or late cancellations in 30
days will be provided a written warning. The written warning will
identify the dates and times of no-shows or late cancellations and
include a notice that additional no-shows or late cancellations in
the next 30 days may result in transportation privileges being
suspended for up to 30 days.
Before any suspension, the potentially affected individual will receive

written notice that transportation service will be suspended
beginning 14 days from the date of the notice. The individual will
receive a copy of the appeals process that details passenger rights in
this situation. The written notice of suspension will contain
instructions and materials necessary to challenge or appeal the
suspension decision. Any fares owed due to no-show trip result(s)
must be paid before resuming transport.
(Name of Transit System) will continue to serve passengers

appealing pending suspensions until all appeals have been settled.
For passengers who do not choose to appeal, suspensions will
commence on the date specified in the written notice.
Subscription/Standing Order reservations may be denied upon a

second suspension in any consecutive 12-month period. Privileges
may be reinstated without guarantee of the original
subscription/standing order.
TRIP CANCELLATION
A scheduled trip must be canceled at least one (1) hour before the
scheduled pick-up time. Cancellations made less than one (1) hour
before the scheduled pick-up time will be considered a no-show.
82
Three (3) cancellations within a thirty (30)-day period may result in
the suspension of riding privileges for up to thirty (30) days. A copy
of the appeal process will be provided with any written notice to the
passenger suspending service in accordance with this no-show and
cancellation policy.
83
FIXED ROUTE ADA POLICY
PURPOSE
This policy is written to establish operating and service guidelines
and procedures for the implementation of the requirements of the
American with Disabilities Act of 1990 (ADA), the U.S. Department
of Transportation regulations for implementing ADA (49 CFR Parts
27, 37 and 38), and applicable (State) laws and regulations. All
services operated by (Transit System Name) are operated on a fixed
route basis and the system complies with ADA requirements
concerning such services.
GOALS
Service is provided in a manner that meets these goals to:
◆ Provide individual, dignified services to all persons including

individuals with disabilities.
◆ Expedite the safe and efficient boarding, securing,
transporting, and alighting of all passengers, regardless of
mobility status.
◆ Accommodate the wide range of mobility aids within the
confines of available vehicles and commercial standard
equipment.
◆ Minimize potential damage to mobility aids and transit system
equipment in the process.
APPLICABILITY
including full, part-time and those staff that may be required to
operate a revenue service vehicle.
DEFINITIONS
Assistive Device/Non-Wheelchair Mobility Device: is defined as any
piece of equipment that assists a passenger with a disability in
coping with the effects of his or her disability. These devices are
84
intended to assist passengers with a disability to hear, see,
communicate, maneuver, or perform other functions of daily life.
Assistive devices include (but are not limited to):
♦ Crutches, Canes, and Walkers

♦ Braces/Prosthetics
♦ Wheelchairs
♦ Hearing aids
♦ Portable Oxygen Concentrators (POCs)
♦ Continuous Positive Airway Pressure (CPAP) machines
Prescription medications and any medical devices needed to

administer those medications, such as syringes or auto-injectors
Direct Threat: A significant risk to the health or safety of others that

cannot be eliminated by a modification of policies, practices,
procedures, or by the provision of auxiliary aids or services.
Disability: A physical or mental impairment that substantially limits

one or more major life activities.
Securement Equipment: A two-part stabilization system used for

securing “common wheelchairs” against uncontrolled movement
during transport that includes a four-point securement system and
three-point occupant restraint system.
Securement Station: Space specifically designed to secure and

stabilize wheelchairs.
Service Animal: An animal that is individually trained to perform

a task or tasks for persons with disabilities.
Wheelchair/Mobility Device: is defined as one that is:

♦ Any class of three or more wheeled devices
♦ Usable indoors
♦ Designed or modified for and used by individuals with
mobility impairments
♦ Operated manually or powered.
All devices must be transported unless it is unsafe to load or

exceeds the capacity of the lift.
85
RECRUITMENT AND EMPLOYMENT
(Name of Transit System) personnel policies document the agency is
an Equal Opportunity Employer and fully complies with ADA in its
recruitment, hiring, and continued employment practices.
STAFF TRAINING
All transit operators and transit system staff are trained to
proficiency in the use of accessibility equipment, the operating
policies related to each of the service requirements described, and
how to properly assist and treat individuals with disabilities. All
transit staff that may be assigned the task of transporting or assisting
a person with disabilities must complete training on how to treat and
work with persons with disabilities, how to properly operate a lift,
ramp, and how to properly perform securement of a mobility aid.
Training must include a required proficiency demonstration that
evaluates the participant’s ability to perform the required tasks.
FACILITY AND VEHICLE ACCESSIBILITY

The transit system administrative facility, passenger facilities, and
vehicles shall meet or exceed the requirements of 49 CFR Parts 27,
37, and 38. Vehicles purchased for fixed-route service will be
accessible for persons with disabilities.
An annual review of vehicle inventories and facilities access and

equipment will be evaluated for compliance with applicable ADA
requirements.
Accessible vehicles will be inspected daily to ensure accessible

equipment is properly maintained and operable to prevent service
delays or denials.
Accessible equipment in need of repair or replacement must be

reported to the Transit Manager through the most immediate
means.
TRANSIT OPERATOR RESPONSIBILITIES

It is the transit operator’s responsibility to ensure that all policies
and procedures provided in this manual and during training are
followed in the operation of accessible transit service and in
serving persons with disabilities.
86
Transit operators are also required to complete daily pre-trip inspections that
include inspections of the lift, ramp, securements, and occupant restraints for
persons with disabilities. Inspection of the accessible equipment must include
cleanliness of the floor anchorage points (L-Track, Slide-and-Click, etc.)
WHEELCHAIR LIFT AND RAMP PROCEDURES

Please see the lift operations policy and procedure for operation
of the lift, and ramp operations procedure for boarding
passengers using a ramp.
WHEELCHAIR SECUREMENT PROCEDURES

Please see the Wheelchair Securement Policy and Procedure
for how to properly secure mobility aids and passengers.
STOP ANNOUNCEMENTS
Transportation operators are required to announce transfer points
with other fixed routes and destination points at intervals during the
route or at a minimum at each stop on the fixed route before arriving
at the fixed route stop, and once when the vehicle has arrived at the
fixed stop. Operators should use caution to provide stop
announcements in a clear concise manner to ensure passengers and
persons with disabilities can understand the communication
provided.
Operators should be prepared to provide verbal fixed stop

announcements upon request from a passenger with a disability.
Failure to provide fixed-route stop information as prescribed in

this policy could result in a violation of ADA requirements and
this policy.
PRIORITY SEATING
Except for the accessible envelope for persons who use mobility
aids, the transit system does not require any passenger to sit in
designated seating. However, this does not supersede the transit
system’s right to require any passenger who has caused a
disruption in the safe travel of other passengers and/or transit
operator to be required to sit in a specific area of the vehicle as a
condition of transportation.
87
Priority seating for persons with disabilities is designated by
permanent signage in each vehicle. In cases where a person with a
disability requests the use of priority seating that is currently
occupied by another passenger; the transit operator will ask that
passenger to allow the person with a disability to use the seat.
(Note: The transit system can decide to adopt a policy requiring
people to vacate the seats.)
DESIGNATED WHEELCHAIR STATIONS

Passenger using mobility aids must position their devices in the
designated securement location in the vehicle, and transit operators
must ensure passengers position their devices in the designated
accessible envelope in the proper direction prescribed for the
accessible equipment utilized. Rear-facing accessible envelopes do
exist, but specific requirements are associated that includes a
padded rear barrier. As such, the majority of transit providers only
have forward-facing accessible envelopes for serving passengers
who use mobility aids.
TRANSIT OPERATOR ASSISTANCE

Transit operators will make themselves available for assistance to
persons with disabilities and will provide the level of assistance
required by the ADA upon request of the passenger. Transit
operators will leave their seats to assist passengers with using the
vehicle's ramp, lift, and/or securement systems.
Transit operators may assist with boarding the passenger and their
mobility aid onto and off of the lift platform or ramp and will assist
with the application of securements to secure the mobility aid to
the vehicle. Transit operators will also assist with applying the
occupant restraints for each passenger using a mobility aid.
TRANSFER TO FIXED SEATING

All passengers using seated mobility devices have an option of
transferring to fixed seating once onboard the vehicles. Transit
operators may recommend, but cannot require, users of seated
mobility devices to transfer to fixed seating. Passenger’s that
choose to transfer to fixed seating must be able to complete the
transfer without assistance from the driver.
88
SERVICE ANIMALS
In compliance with 49 CFR Part 37, the transit system allows trained
service animals to accompany passengers with disabilities. The
operator will not ask for proof of the qualifications of the animal but
may ask if the animal is a service animal and what tasks the animal
has been trained to perform. The passenger must be in control of
their service animal and seat the animal next to them on the floor or
between their feet. However, any animal which is not under the
passenger’s control or which becomes a threat to other passengers
may be restricted from riding.
ALIGHTING
It is the responsibility of the transit operator to determine that the
location for passenger alighting is safe. However, the operator will
allow a passenger who uses the lift to disembark at any stop, unless
the lift cannot be deployed, the lift will be damaged if deployed, or
conditions at the stop would present unsafe conditions for all
passengers.
Additionally, operators must permit persons with disabilities

sufficient time to board and/or disembark from the vehicle.
USE OF ACCESSIBILITY DEVICES BY PERSONS NOT USING A WHEELCHAIR

A person who is not using a wheelchair or other seated mobility aid
may use the lift to board or alight the vehicle upon request. In the
event they are utilizing an assistive device once onboard the
passenger’s device should be secured if possible.
MAINTENANCE OF ACCESSIBLE FEATURES

Accessibility features on vehicles, including lifts and wheelchair
securement devices, will be maintained in accordance with the
manufacturer’s recommendations and the (Name of Transit
System) maintenance plan. This includes conducting preventive
maintenance on lifts as recommended by the equipment
manufacturers, cycling the lift as part of each pre-trip inspection,
taking vehicles with inoperative lifts out of service, and repairing
inoperative equipment promptly. Transit operators are required to
report lift failures as soon as possible.
89
Daily inspections of the securements for cuts, frays, or excessive
soiling of the belts, rust buildup on the securements, and broken or
missing pin connectors or hand tensioners must be performed. The
occupant restraints must also be inspected for damage to the belt's
webbing, buckle, and retractors to ensure safe operation. This
equipment must be inspected as a part of the required daily pre-trip
inspection.
ACCOMMODATION OF PORTABLE OXYGEN OR RESPIRATOR

Individuals are allowed to travel with respirators and portable oxygen
supplies on board, consistent with applicable U.S. Department of
Transportation rules on the transportation of hazardous materials.
Passengers’ who are using a pressurized cylinder-type portable oxygen tank
will be required to permit this type of device to be secured during transport.
RIDER INFORMATION
All printed informational materials are made available in accessible
formats upon request, for example, large print for persons with low
vision or audio for blind persons, as well as accessible electronic
formats. This includes route schedules, rider guides, complaint
forms, and other applicable system information.
COMPLAINT PROCEDURE
All complaints of discrimination based on disability will be
promptly and objectively investigated and forwarded to the
Transportation Manager. Corrective or disciplinary action will
be taken for behavior prohibited by this policy, up to and
including termination of employment. (Note: may want to
attach complaint form)
MODIFICATION OF POLICY
If a passenger requires modification of any of these policies to
accommodate their disability, they may request such a modification
by contacting.
The transit system will work with the individual to find an
accommodation solution. Please see the Reasonable Accommodation
policy for evaluation and determination processes.
90
NON-FIXED ROUTE ADA POLICY
PURPOSE
This policy is written to establish operating and service guidelines
and procedures for the implementation of the requirements of the
American with Disabilities Act of 1990 (ADA), the U.S. Department
of Transportation regulations for implementing ADA (49 CFR Parts
27, 37 and 38), and applicable (State) laws and regulations. All
services operated by (Transit System Name) are operated on a non-
fixed route basis and the system complies with ADA requirements
concerning such services.
GOALS
Service is provided in a manner that meets these goals to:
◆ Provide individual, dignified services to all persons

including individuals with disabilities.
◆ Expedite the safe and efficient boarding, securing,
transporting, and alighting of all passengers, regardless of
mobility status.
◆ Accommodate the wide range of mobility aids within the
confines of available vehicles and commercial standard
equipment.
◆ Minimize potential damage to mobility aids and transit system
equipment in the process.
APPLICABILITY
including full, part-time, and those staff that may be required
DEFINITIONS
Assistive Device/Non-Wheelchair Mobility Device: is defined as any
piece of equipment that assists a passenger with a disability in
coping with the effects of his or her disability. These devices are
91
intended to assist passengers with a disability to hear, see,
communicate, maneuver, or perform other functions of daily life.
Assistive devices include (but are not limited to):
♦ Crutches, Canes, and Walkers

♦ Braces/Prosthetics
♦ Wheelchairs
♦ Hearing aids
♦ Portable Oxygen Concentrators (POCs)
♦ Continuous Positive Airway Pressure (CPAP) machines
Prescription medications and any medical devices needed to

administer those medications, such as syringes or auto-injectors
Direct Threat: A significant risk to the health or safety of others that

cannot be eliminated by a modification of policies, practices,
procedures, or by the provision of auxiliary aids or services.
Disability: A physical or mental impairment that substantially limits

one or more major life activities.
Securement Equipment: A two-part stabilization system used for

securing “common wheelchairs” against uncontrolled movement
during transport that includes a four-point securement system and
three-point occupant restraint system.
Securement Station: Space specifically designed to secure and

stabilize wheelchairs.
Service Animal: An animal that is individually trained to perform

a task or tasks for persons with disabilities.
Wheelchair/Mobility Device: is defined as one that is:

♦ Any class of three or more wheeled devices
♦ Usable indoors
♦ Designed or modified for and used by individuals with
♦ Operated manually or powered.

92
RECRUITMENT AND EMPLOYMENT
As stated in the transit systems personnel policies, the agency is an
Equal Opportunity Employer and fully complies with ADA in its
recruitment, hiring, and continued employment practices.
STAFF TRAINING
All transit operators and transit system staff are trained to
proficiency in the use of accessibility equipment, the operating
policies related to each of the service requirements described, and
how to properly assist and treat individuals with disabilities. All
transit staff that may be assigned the task of transporting or assisting
a person with disabilities must complete training on how to treat and
work with persons with disabilities, how to properly operate a lift,
ramp, and how to properly perform securement of a mobility aid.
Training must include a required proficiency demonstration that
evaluates the participant’s ability to perform the required tasks.
FACILITY AND VEHICLE ACCESSIBILITY

The transit system administrative facility, passenger facilities, and
vehicles shall meet or exceed the requirements of 49 CFR Parts 27,
37, and 38. Vehicles purchased for non-fixed-route service will be
accessible; non-accessible vehicles will only be acquired, if permitted
by the grantor agency, when (Transit System Name) viewed in its
entirety, provides the same level of service to disabled persons as
non-disabled persons.
An annual review of vehicle inventories and facilities access and

equipment will be evaluated for compliance with applicable ADA
requirements.
Accessible vehicles will be inspected daily to ensure accessible

equipment is properly maintained and operable to prevent service
delays or denials.
Accessible equipment in need of repair or replacement must be

reported to the Transit Manager through the most immediate
means.
TRANSIT OPERATOR RESPONSIBILITIES

It is the transit operator’s responsibility to ensure that all policies
93
and procedures provided in this manual and during training are
followed in the operation of accessible transit service and in
serving persons with disabilities.
Transit operators are also required to complete daily pre-trip

inspections that include inspections of the lift, ramp, securements,
and occupant restraints for persons with disabilities. Inspection of
the accessible equipment must include cleanliness of the floor
anchorage points (L-Track, Slide-and-Click, etc.)
The following procedures must be followed:
WHEELCHAIR LIFT AND RAMP PROCEDURES

Please see the lift operations policy and procedure for operation
of the lift, and ramp operations procedure for boarding
passengers using a ramp.
WHEELCHAIR SECUREMENT PROCEDURES

Please see the Wheelchair Securement Policy and Procedure
for how to properly secure mobility aids and passengers.
PRIORITY SEATING
Except for the accessible envelope for persons who use mobility
aids, the transit system does not require any passenger to sit in
designated seating. However, this does not supersede the transit
system’s right to require any passenger who has caused a
disruption in the safe travel of other passengers and/or transit
operator to be required to sit in a specific area of the vehicle as a
condition of transportation.
Priority seating for persons with disabilities is designated by

permanent signage in each vehicle. In cases where a person with a
disability requests the use of priority seating that is currently
occupied by another passenger; the operator will ask that passenger
to allow the person with a disability to use the seat. (Note: The
transit system can decide to adopt a policy requiring people to
vacate the seats.)
DESIGNATED WHEELCHAIR STATIONS

Passenger using mobility aids must position their devices in the
designated securement location in the vehicle, and transit operators
94
must ensure passengers position their devices in the designated
accessible envelope in the proper direction prescribed for the
accessible equipment utilized. Rear-facing accessible envelopes do
exist, but specific requirements are associated that includes a
padded rear barrier. As such, the majority of transit providers only
have forward-facing accessible envelopes for serving passengers
who use mobility aids.
TRANSIT OPERATOR ASSISTANCE

Transit operators will make themselves available for assistance to
persons with disabilities and will provide the level of assistance
required by the ADA upon request of the passenger. Operators will
leave their seats to assist passengers with using the vehicle's
ramp, lift, and/or securement systems.
Transit operators may assist with boarding the passenger and their
mobility aid onto and off of the lift platform or ramp and will assist
with the application of securements to secure the mobility aid to the
vehicle. Operators will also assist with the occupant restraints.
TRANSFER TO FIXED SEATING

All passengers using seated mobility devices have an option of
transferring to fixed seating once onboard the vehicles. Transit
operators may recommend, but cannot require, users of seated
mobility devices to transfer to fixed seating. Passengers that
choose to transfer to fixed seating must be able to complete the
transfer without assistance from the operator.
SERVICE ANIMALS
In compliance with 49 CFR Part 37, the transit system allows
trained service animals to accompany passengers with disabilities.
The operator will not ask for proof of the qualifications of the
animal but may ask if the animal is a service animal and what tasks
the animal has been trained to perform. The passenger must be in
control of their service animal and seat the animal next to them on
the floor or between their feet. However, any animal which is not
under the passenger’s control or which becomes a threat to other
passengers may be restricted from riding.
ALIGHTING
It is the responsibility of the transit operator to determine that the
95
location for passenger alighting is safe. However, the transit operator
will allow a passenger who uses the lift to disembark at any stop,
unless the lift cannot be deployed, the lift will be damaged if
deployed, or conditions at the stop would present unsafe conditions
for all passengers.
USE OF ACCESSIBILITY DEVICES BY PERSONS NOT USING A WHEELCHAIR

A person who is not using a wheelchair or other seated mobility
aid may use the lift to board or alight the vehicle upon request.
Once onboard the passenger’s assistive device should be secured if
possible.
MAINTENANCE OF ACCESSIBLE FEATURES

Accessibility features on vehicles, including lifts and wheelchair
securement devices, will be maintained in accordance with the
manufacturer’s recommendations. This includes conducting
preventive maintenance on lifts as recommended by the equipment
manufacturers, cycling the lift as part of each pre-trip inspection,
taking vehicles with inoperative lifts out of service, and repairing
inoperative equipment promptly. Transit operators are required to
report lift failures as soon as possible.
Daily inspections of the securements for cuts, frays, or excessive

soiling of the belts, rust buildup on the securements, and broken or
missing pin connectors or hand tensioners must be performed. The
occupant restraints must also be inspected for damage to the belt's
webbing, buckle, and retractors to ensure safe operation. This
equipment must be inspected as a part of the required daily pre-trip
inspection.
ACCOMMODATION OF PORTABLE OXYGEN

Individuals are allowed to travel with respirators and portable oxygen
supplies on board, consistent with applicable U.S. Department of
Transportation rules on the transportation of hazardous materials.
Passengers’ who are using a pressurized cylinder-type portable oxygen tank
will be required to permit this type of device to be secured during transport.
RIDER INFORMATION
All printed informational materials are made available inaccessible
96
formats upon request, for example, large print for persons with low
vision or audio for blind persons, as well as accessible electronic
formats. This includes route schedules, rider guides, complaint
forms, and other applicable system information.
COMPLAINT PROCEDURE
All complaints of discrimination based on disability will be
promptly and objectively investigated and forwarded to the.
Corrective or disciplinary action will be taken for behavior
prohibited by this policy, up to and including termination of
employment. (Note: may want to attach complaint form)
MODIFICATION OF POLICY
If a passenger requires modification of any of these policies to accommodate
their disability, they may request such a modification by contacting
____________________________________. The transit system will work with the
individual to find an accommodation solution. Please see the Reasonable
Accommodation policy for evaluation and determination processes.
97
PROHIBITED BEHAVIOR AND VEHICLE USE
PURPOSE
Responsible use of publicly funded equipment and facilities requires
(Name of Transit System) to establish a uniform company policy that
defines prohibited activities on vehicles and establishes clear
protocols for use of revenue service vehicles. Transportation
operators must follow established protocols for the conduct and use
of equipment to help ensure compliance and maintain the safety and
appearance of the vehicle.
APPLICABILITY
SMOKING
(Name of Transit System) prohibits smoking or chewing tobacco on
any transit vehicle and in any vehicle owned or operated by (Name
of Transit System). (For prohibited passenger activities please see
the (Name of Transit System) rider guide)
Transportation operators may smoke outside of the vehicle

under the following conditions:
◆ On an approved break or while waiting for the next dispatch
◆ In a designated smoking area as prescribed by municipal law
or building code
◆ There can be no passengers onboard the vehicle, and the
Transit operator must be in close enough proximity to the
vehicle to monitor the radio/cell phone
98
FOOD AND DRINKS
Transit operators may eat or drink on the vehicle during their
scheduled breaks, downtime, or lunch provided as long as care is
given to maintaining the cleanliness of the vehicle. Eating while
driving is considered a form of distraction that impacts a driver’s
ability to operate the vehicle safely; therefore, transit operators
are prohibited from eating or drinking in the following
circumstances:
◆ Transit operators are not permitted to eat or drink while the
vehicle is in motion
◆ Transit operators are not permitted to eat or drink in the
vehicle when passengers are on-board
OTHER PROHIBITED BEHAVIOR

◆ Transit operators are prohibited from using obscene,
profane, or indecent language
◆ Transit operators are not permitted to use and/or carry
personal electronic devices while on duty
o See cellular phone usage policy for guidance on
personal cellular telephones
◆ Transit operators are prohibited from soliciting any
contributions on behalf of any organization or
purpose
◆ Transit operators are prohibited from having objects
defined as or intended to be used as a weapon on the
vehicle or in the facility
◆ No notices, circulars, displays, or signs shall be posted at
any time by any person or employee
USE OF REVENUE SERVICE VEHICLE

Transit operators may use agency vehicles to go to lunch due to time
constraints or out-of-county trips that do not allow the driver to
return to base for their own personal vehicles. Remember the
vehicles are the agency’s billboard, and should not be parked in
inappropriate areas such as pubs or bars. Transit operators are
prohibited from using the transit vehicle outside of providing
100
transportation services as established by the agency.
Transit operators that may be permitted to take vehicles home

overnight (if applicable) are not to use (Name of Transit System)
for personal use such as going to the grocery store, taking children
to daycare, running personal errands, etc.
101
PASSENGER COMPLAINT/COMMENT
PURPOSE
This policy is to establish procedures for handling general
passenger complaints and/or comments regarding the service
provided by (Name of Transit System). Complaints related to the
ADA must follow the process outlined in the ADA complaint
policy included in this manual.
PROCEDURE
Any passenger or citizen of (Name of City, Town) may call to lodge a
complaint, make a suggestion or compliment an employee or the
service. The staff person taking the information must document the
details of the complaint, suggestion, or compliment. The
Transportation Manager must receive this documentation within 24
hours of receipt. All passengers and citizens will be handled with
respect and in an expeditious manner.
Complaints that are serious in nature must immediately be

brought to the attention of the Transit Manager so that
immediate action can be taken to investigate and determine the
validity of the complaint.
The mechanism for resolving passenger and citizen complaints or

questions dealing with the fairness of local procedures and
decisions requires the complaint or question to be submitted in
writing to the Transit Manager. (Name of Transit System) will
accommodate requests for the complaint procedure in alternative
formats.
Within seven (7) days of the receipt of a question and/or complaint,

the Transit Manager shall provide a written response to the question
or complaint submitted. Additionally, the individual who submitted
the complaint will have seven (7) days from the receipt of the
response to escalating their complaint to the board of (Name of
Transit System) if the complainant remains unsatisfied with the
response provided. The complainant may submit their complaint or
102
question in writing to the Governing Board for (Name of Transit
System), along with a summary of the issue involved and copies of all
communications generated.
The Governing Board of (Name of Transit System) will have

fourteen (14) days from the receipt of such question or complaint to
convene a meeting to consider the question or complaint. Any
remedy issued by the board must be provided in writing to the
Transit Manager and complainant within seven (7) days of the
board meeting
In the event the complainant is still not satisfied, (State)DOT may be

contacted with all communications in writing within seven (7) days
of the Governing Board’s decision. All complaints unresolved at the
local level will be submitted to (State)DOT for a final decision.
All complaints and/or disputes will be documented and placed in

a file marked “Complaint Filed” and maintained by the Transit
Manager for no less than five (5) years. The Transit Manager will
ensure that appropriate retraining and/or disciplinary action
occurs and is documented when applicable and/or as needed to
communicate any policy changes.
Compliments for employees or services will be posted on the

employees’ bulletin board. All thank you notes will also be posted.
Suggestions submitted will be discussed during staff meetings to
determine the feasibility of the suggestion.
103
Complaint Form
Section I:
Name:
Address:
Telephone (Home): Telephone (Work):
Electronic Mail Address:
☐ Large Print ☐ Audio Tape
Accessible Format Requirements?
☐ TDD ☐ Other
Section II:
Are you filing this complaint on your own behalf? ☐ Yes* ☐ No
*If you answered “yes” to this question, go to Section III.
If not, please supply the name and relationship of the
the person for whom you are complaining.
Please explain why you have filed for a third party:

Please confirm that you have obtained the permission of the aggrieved
☐ Yes ☐ No
party if you are filing on behalf of a third party.
Section III:
Have you previously filed a Complaint with this agency? ☐ Yes ☐ No
If yes, please provide any reference information regarding your previous complaint.
Section V:
Please describe in detail the nature of your complaint with (Name of Transit System), and provide as much detail
as possible:
Section VI:
Name of agency complaint is against:
Name of person complaint is against:
Title:
Location:
Telephone Number (if available):
You may attach any written materials or other information that you think is relevant to your complaint.
Your signature and date are required below:
Signature Date
Please submit this form in person at the address below, or mail this form to:
(Transit System Name)

Name/Title
Address
City, State, Zip
Phone/E-mail
A copy of this form can be found online at:

107
PASSENGER DISCIPLINARY POLICY
PURPOSE
(Name of Transit System) is a service administered by (Name of
Agency) that manages and operates the demand response transit
service (Identify your service type). (Name of Transit System)’s
mission is to provide safe, reliable, convenient, and efficient public
transportation for citizens and visitors.
These Rules of Conduct (‘Rules’) are designed to:
♦ Promote the health, safety and comfort of (Name of Transit
System) Riders and assure that Facilities are safe, clean and
accessible;
♦ Promote and facilitate the safe, efficient and proper use of (Name
of Transit System) Facilities and Services;
♦ Protect (Name of Transit System) Facilities, staff, and Riders; and
These Rules describe conduct that is appropriate and conduct that
is prohibited when on or using (Name of Transit System) Facilities
and Services. These Rules also detail the procedures (Name of
Transit System) will follow for ordering Riders who exhibit
prohibited conduct off (Name of Transit System) vehicles and other
Facilities and temporarily or permanently prohibiting such persons
from using (Name of Transit System) Facilities and Services
(‘Excluding’ such persons). They also describe the process to be
followed for appealing such Exclusion actions.
The (Name of Transit System) may suspend, amend, modify, or
revoke the application of any or all these Rules at any time as it
deems necessary.
GOALS
To provide (Name of Transit System) with a documental means of
addressing passenger violations of policy, and behavior or other
occurrences that impact the safety of other passengers, transit staff
or the vehicle.
The passenger rider guide provides the requires passengers’
policies for (Name of Transit System), and should be referenced
when addressing violations. Note; this policy is intended to be
utilized to address passenger’s violation of service policies and
other behaviors that impact the safe operation of the transit vehicle,
108
and is not intended to be utilized as a means of denying service.
Each policy violation must be independently investigated.
APPLICABILITY
This policy applies to all passenger that utilize (Name of Transit
System) services, while on (Name of Transit System) properties and
while communicating with (Name of Transit System) staff.
CONDUCT
All persons using (Name of Transit System) Facilities and Services
shall exhibit conduct that supports and is consistent with the safe
and orderly use of the (Name of Transit System) public transit
system in which Riders of different ages and abilities travel in close
proximity to one another on Fixed Route and ADA paratransit
vehicles.
Appropriate conduct (‘Appropriate Conduct’) means that all persons
using (Name of Transit System) Facilities or Services shall:
♦ Listen to and follow the lawful orders and directives of (Name of
Transit System) Operators and Supervisors;
♦ Obey written instructions (Name of Transit System) posts;
♦ Conduct themselves in ways that:
 Does not threaten their own health or safety or the health
or safety of others;
 Does not unreasonably annoy, disturb, or intrude on the
space of others; and
 Does not unreasonably obstruct the aisles, seats, or doors
of vehicles or obstruct others from using or accessing
Facilities or Services.
 Unreasonable riding the vehicle with the intention of
exceeding all normal round-trip ride times.
No person using (Name of Transit System) Facilities or Services
shall engage in prohibited conduct. Prohibited Conduct is conduct
that:
♦ Is illegal under any federal, state, or local law, regulation, or
ordinance;
♦ Damages any real or personal property of (Name of Transit
System), Operator, any Rider, or any other person;
♦ Injures an Operator, any Rider, or any other person; or
109
♦ Substantially interferes with or tends to interfere with (Name of
Transit System) Service or Facilities.
Specific Prohibited Conduct is more fully described below. A Person
who exhibits Prohibited Conduct may also be subject to criminal
process or civil legal actions pursued by (Name of Transit System)
or others.
DEFINITIONS
In addition to the definitions contained elsewhere in these Rules,
the following definitions apply.
Exclude, Excluded, Exclusion: Means a person may not enter upon
or remain on (Name of Transit System) Facilities or use (Name of
Transit System) Services for a specified period of time.
Facilities: Means all real and personal property and equipment of
or used by (Name of Transit System) in the provision of (Name of
Transit System) Services. Facilities include, but are not limited to:
♦ Bus shelters, bus stops and transfer points, and areas inside and
adjacent to such shelters, stops, and points;
♦ Buses and other vehicles and equipment; and signs.
Operator: Means the driver of a (Name of Transit System) vehicle.
Person: Means any individual, association, or entity.
Rider: Means any Person using (Name of Transit System) Facilities
or Services.
Services: Means (Name of Transit System) fixed route and ADA
paratransit and related services and such other services as may be
offered from time to time by (Name of Transit System).
Service Animal: Means a guide dog, signal dog, or other animal
individually trained to work or perform tasks for an individual with
a disability, including, but not limited to;
♦ Guiding individuals with impaired vision,
♦ Alerting individuals with impaired hearing to intruders or
sounds
♦ Providing minimal protection or rescue work,
♦ Pulling a wheelchair,
♦ Fetching dropped items
Unless required by law, the term Service Animal does not include a
therapy animal or animal used for emotional support or comfort.
The term Service Animal does include a working dog or other
animal of a law enforcement agency.
110
Sound Production Device: Means any device capable of producing
sound including but not limited to: radio, television, musical
instrument, tape recorder, cassette or compact disc player, speaker
device or system, computer, computer tablet, smart phone, and any
sound amplifier or sound-producing device like those items listed
but excluding an auxiliary aid or assistive device when utilized by a
person with a disability as defined by the Americans with
Disabilities Act.
Supervisor: Means the (Name of Transit System) Transit Services
Administrator or a (Name of Transit System) employee in a
supervisory position. Supervisors are authorized to trespass a
Person from Facilities.
Vehicle: Any (Name of Transit System) bus or other vehicle used for
public transport.
PROHIBITED CONDUCT
Level I Prohibited Conduct includes:
♦ Entry onto a Vehicle when a Person’s ability to function safely
and in an orderly manner is believed to be weakened or
diminished by the consumption of alcohol or by the taking of any
drugs or other substance.
♦ Disturbing other Riders or the Operator or impeding, interfering
with, or obstructing the provision of safe, efficient, comfortable,
clean, and hygienic Service. This includes but is not limited to:
 Refusing to vacate seats and areas designated by signs for
senior citizens and people with disabilities when requested
by a senior citizen or a person with a disability or by the
Operator on behalf of such persons.
 Using a Sound Production Device except when such Sound
Production Device is used with headphones or earphones
such that sound from such device is heard by the user only.
 Standing when the Vehicle is in motion in front of the
standee line at the front of the Vehicle near the Operator’s
seat.
 Bringing any animal on a Vehicle unless such animal is
caged. The cage must be capable of being held in the lap of
the Rider possessing the animal. This prohibition does not
apply to Service Animals.
 Bringing on-board a Vehicle any packages, articles, or
equipment that cannot be safely carried by the Rider in one
trip and that cannot be or are not secured by the Rider
111
outside of the aisle. Packages, articles, or equipment may
not block any exits or restrict the free and safe movement
of Riders. Strollers and carts are permitted provided they
are collapsed, secured by the Rider outside of the aisle, and
do not block exits or restrict the free and safe movement of
Riders. This prohibition does not apply to wheelchairs,
crutches, canes, or other mobility aids or assistive devices.
 Distracting, or attempting to distract, an Operator.
 Engaging in canvassing, selling, or soliciting on or at a
Facility.
 Distributing any paper or other material on or at a Facility.
 Changing a child’s diaper in a Vehicle.
 Spilling food or drink, littering, or otherwise leaving trash
or garbage on or at a Facility.
 Exhibiting personal hygiene that may cause a health or
safety hazard.
 Hanging or swinging from stanchions or other Vehicle
equipment with feet off the floor.
 Hanging out, reaching out, or putting any item, article or
other substance outside of Vehicle windows.
 Engaging in conduct that may cause a safety hazard.
 Excessive riding on a vehicle beyond the normal roundtrip
length of the route or trip.
Level II Prohibited Conduct includes:
♦ Destroying any property including marking, soiling, painting,
inscribing, writing, spray painting, or placing graffiti upon and
Facility; removing, injuring, or tampering with any Facility; or
attempting to commit any of those acts, except as specifically
permitted or directed by __________.
♦ Stealing or wrongfully taking any __________ Facility or other
property or the property of another Person while on or using a
Facility.
♦ Disorderly or disruptive conduct, including:
 Fighting.
 Assaulting another or threatening to inflict bodily injury on
another through words or actions.
 Offensively touching another or using force on another
without their consent or intentionally injuring another.
 Harassing another.
 Screaming or shouting offensive and unwelcome words at
another.
112
 Stalking another.
♦ Smoking or lighting any incendiary device, including a match,
lighter, or torch on a vehicle; or using vapor products, including
but not limited to electronic cigarettes, on a Vehicle.
♦ Possession of a weapon on (Name of Transit System) property or
vehicles (except as permitted under Indiana Code 35-47-11.1).
♦ Obstructing or interfering with the Operator’s safe operation of
the Vehicle.
♦ Exposing any private part of a Person’s body.
ENFORCEMENT OF THE RULES

The Operator may refuse entry onto a Vehicle to any Person who
violates these Rules of Conduct. The Operator or a Supervisor may
provide oral and written warnings and may eject (order a Person to
leave) or Exclude Persons from Facilities and suspend the use of
(Name of Transit System) Services as follows:
♦ If an Operator or Supervisor becomes aware that any Person is
engaging in any Prohibited Conduct, such Operator or Supervisor
may give that Person an oral First Warning to immediately cease
engaging in the Conduct and/or not to engage in the Conduct
again. If the Person does not cease engaging in the Conduct, or if
the Person was engaged in any Level II Prohibited Conduct, then
the Operator or Supervisor may direct the Person to immediately
leave the Vehicle or other Facility.
♦ If a Person fails or refuses to leave a Vehicle or other Facility
after being directed to do so by an Operator or Supervisor, then
such Person is subject to arrest and prosecution. Additionally,
failing to leave a Vehicle or other Facility after being directed to
do so may also subject a Person to the Exclusion Procedure,
described in Section 5.
The remedy described in this section is not exclusive, and (Name of
Transit System) or any other person may pursue such further legal
action as applicable and appropriate.
FACILITY EXCLUSION PROCEDURES

If a Person has failed or refused to follow an order to cease
Prohibited Conduct and (Name of Transit System) determines that
an individual should be excluded from (Name of Transit System)
Facilities and/or Services, or that conditions should be placed on
113
the Person’s continued use thereof, the process is as follows:
♦ The (Name of Transit System) Transit Services Administrator or
his/her designee will issue an Exclusion Order to the Person
stating the reasons for the exclusion, the time period of the
exclusion, and the Facilities and/or Services to which the
Exclusion Order applies. In general, Level I Prohibited Conduct
may result in exclusion for not less than 14 days or more than 3
months and Level II Prohibited Conduct may result in exclusion
for not less than 90 days or 24 months. Repeated instances of
Prohibited Conduct will result in longer exclusion periods. If
continued use of Facilities and/or Services is made subject to
safety conditions or restrictions (e.g. presence of a parent or
guardian in the case of a juvenile; accompaniment by a personal
care attendant or aide), a conditional Exclusion Order may be
issued specifying that the Person will be subject to exclusion
unless the imposed restrictions are complied with. The Exclusion
Order may be issued verbally; however, any verbal notice will be
followed by a written Exclusion Order.
♦ The written Exclusion Order shall also advise the Person of
his/her right to appeal the decision and include a copy of the
appeal procedure. The (Name of Transit System) Transit Services
Administrator shall provide a copy of the written Exclusion
Order to the ______ (city or county) Transit Advisory Board (TAB)
and will inform appropriate staff about the reasons for and
length of the exclusion.
♦ If an appeal is not filed by the excluded party within ten (10)
business days from the commencement of the exclusion, the
right to appeal terminates and the Exclusion Order is final.
APPEALS
Any Person Excluded from (Name of Transit System) Facilities or
Services may appeal such Exclusion Order by submitting a written
Notice of Appeal to the Transit Services Administrator at the
following address: (Name of Transit System)
♦
◆ Such Notice of Appeal must be submitted within ten (10)

business days from the date of the Exclusion Order. The Notice of
Appeal shall state with specificity the grounds for the appeal and all
the facts that the Excluded Person believes are relevant to the
appeal.
114
The Transit Services Administrator shall review and may uphold,
reconsider, or modify the Exclusion Order and shall make his/her
decision in writing within fifteen (15) business days of receipt of the
Notice of Appeal. Exclusion Orders shall remain in effect pending an
appeal.
♦ Should the Excluded Person wish to appeal the decision of the
Transit Services Administrator, the Excluded Person may appeal the
Transit Services Administrator’s decision to the Chairperson of the
Transit Advisory Board (TAB) by filing a written Notice of Appeal of
Transit Administrator’s Decision within ten (10) days of the date of
the decision of the Transit Administrator at the following address:
_____________, ________(city, state).
The TAB Chairperson shall hold a hearing within thirty (30)
business days after the appeal has been filed. A notice of the hearing
including a statement of the time, place, and nature of the hearing
shall be mailed to the Excluded Person by the ____(city or county)
Transit staff. The Excluded Person shall attend the hearing and may
be represented by counsel and/or accompanied by a representative
and one attendant. The Appeals Hearing is an administrative
meeting and is NOT a public meeting. All decisions by the TAB are
final.
NON-COMPLIANCE WITH EXCLUSION ORDER: TRESPASSING
If any Person subject to an Exclusion Order enters the specified
Facilities or Services before the termination date listed in the
Exclusion Order, that Person shall be trespassing and is subject to
arrest and prosecution.

115
APPEAL SUSPENSION OF SERVICE
PURPOSE
The purpose of this policy is to provide procedures for handling the suspension of
service and appeals process for those passengers who have had their use of the
service with (Name of Transit System) suspended. The purpose of the suspension
may include violations of passenger behavior rules, violation of the no-show
policy or for inappropriate or disruptive behavior. Regardless of the reason for
suspension, each and every passenger has a right to appeal the decision through
this appeals process.
DEFINITIONS
Pattern or Practice of No-show - is determined by the number of trips scheduled

compared to the number of trips travelled. A pattern is established when a
customer No-Shows for 30% (percentage listed is a recommendation and should
be customized by the Transit System) or more of booked trips in a 30-day period.
(the 30 day period is a recommendation and should be customized by the Transit
System).
Advanced Cancellation - when the customer (or the customer's representative)

calls and cancels a specific scheduled trip at least _______ hours prior to the pickup
time. Early morning same-day, trips scheduled for pickup before ______ AM, are to
leave a cancellation message with the answering service, or use the automated
system to cancel the trip before ______ AM.
Late Cancellation - the customer (or the customer's representative) does not call
to cancel a specific scheduled trip at least 2 hours prior to the pickup time (other
than early morning trips as identified above). Late cancellations will be treated as
No-Shows.
A Missed Trip occurs when a vehicle arrives after the end of the ________minute
window and the rider is not available or chooses not to take the trip. This will not
count as a rider No-Show. It will be counted as a missed trip. If the rider chooses
to board the vehicle, this will count as a late pick-up by (Name of Transit System)
for the purposes of calculating (Name of Transit System) on time performance.
Cancel at Door - when the paratransit vehicle arrives at the location designated
for a specific scheduled trip within the _______ minute pick up window and the
customer (or the customer's representative) notifies the driver at that time that
they no longer need the scheduled trip. The driver is not responsible for
canceling any other trips booked for that day.
116
(Name of Transit System) schedules pick-up and return trips separately and
assumes all scheduled return trips are needed unless notice is given by the
customer or their representative. If a pick-up trip is a No-Show, (Name of Transit
System) will not cancel the return trip unless advised by customer. If the return
trip is also a No-Show, the customer will be assessed two (2) No-Shows. Drivers
are required to wait five minutes after the agreed schedule time.
(Name of Transit System) defines a No-Show as when any or all of the following
criteria have occurred:
• There was no call by the customer (or the customer's representative) to cancel
the scheduled trip______ hours or more before the pick-up window.
• The paratransit vehicle arrives at the scheduled pick-up location within the
________ minute pick up window and the customer does not show. The dispatch
office is notified. At this time, dispatch will verify that the operator is at the
correct location.
• Late cancellations and cancellations at the door will also be treated as no-shows.
No-Shows Beyond a Passenger’s Control

Trips cancelled for reasons that are beyond the customers control will not be
considered No-Shows. This includes missed trips resulting from sudden illness,
family or personal emergency, appointment delay, or other unforeseen reasons
for which it is not possible to call (Name of Transit System) to cancel in time, or to
take the trip as scheduled. Although No-Shows will not be issued for reasons
beyond the customer's control, the customer should always make every effort to
cancel scheduled trips in a timely manner. It is the customer's responsibility to
provide the reasoning for not canceling a trip.
Contact should be made with (Name of Transit System) as soon as possible. Lack
of any contact will result in a No-Show being issued. Repeated failures to take
scheduled trips, regardless of the reason, are subject to review.
Pattern or Practice of No-Shows

Service suspension penalties will be assessed for a pattern or practice of No-
Shows. (Name of Transit System) imposes penalties for consistent late
cancellations and No-Shows. Drivers are required to wait five minutes after the
agreed scheduled time. Customers may be suspended from paratransit service
when they show a “pattern and/or practice” of No Shows of 30% or more during
a 30 days period. Examples of what would and would not constitute a pattern
and/or practice of No Shows:
Example: 1 A customer books 20 trips in a 30-day period and misses’ six trips.
This customer has a pattern and/or practice of No Shows because (a) the
customer had six No Shows, and (b) those no shows represent 30% of the total
117
trips booked in a month;
Example 2: A customer books 10 trips in a 30-day period and misses four trips.
This customer will not have a pattern and practice of No Shows because the
customer did not have six or more No Shows in the 30-day period, or 30% of the
total trips booked.
A Practice of No-Shows is considered when No-show’s total 30% or more of a

customer's total trips in a 30-day period, and may result in a penalty. Penalties
increase each period that the customer exceeds the No-Show threshold.
PROCEDURE
Customers will be notified in writing each time there is a No-Show. This notice
could be a certified letter in the mail, or an e-mail if there is an e-mail address on
record. The mail or e-mail message will list the date, time, and location of the
missed or late cancelled ride. Excessive No-Shows and late cancellations may
result in suspension of service, as shown below.
Consequences for an established pattern or practice of no-shows in a 30-day

period.
1st violation: Letter of warning and/or phone contact

2nd violation: 1-week suspension
3rd violation: 2-week suspension
4th violation: 3-week suspension
A violation occurs when a customer exceeds the No-Show threshold in a 30-day

period. Once a violation has occurred, a new 30-day period begins the next day.
No-Shows will accumulate toward a new violation while a suspension is in
process or in appeal. If a customer should exceed the No-Show threshold, they
will receive a suspension letter or email, proposing to suspend service within 15
days of the suspension notice and outlining the appeals process. The suspension
of service will become effective fifteen days from the date the registered letter or
e-mail of notification is mailed in order to allow the individual an opportunity to
appeal the suspension. The rider will have 15 days, from the date the registered
letter of notification is mailed, to appeal the suspension decision by following the
appeals process as outlined below.
The “No-Show” appeal process is as follows:

1. Riders who wish to appeal a decision will have 15 days from the receipt of
their suspension letter to appeal the decision in writing to (Name of Transit
System)
2. Appeals will be heard and decided within 30 days of the receipt of the request.
118
3. While the appeal is in process, riders will still be able to receive transportation
services until a final decision is rendered.
4. A panel composed of Members of the (Name of Transit System) ADA Advisory
Committee will hear appeals.
5. Individuals who appeal have the right to speak in person on their own behalf
and/or have others represent them (at the rider’s expense) at appeal
proceedings.
The determination made from the appeal will be in writing and will be final.
After a thorough review of all available information and testimony, the Appeals
Committee will have 72 hours in which to issue a recommendation to sustain or
reverse the suspension. The Committee recommendation will be forwarded to the
Transit Manager for final review and implementation.
The Transit Manager will have three (3) days to issue a final suspension decision
in writing to the passenger involved. All final decisions will be implemented
within seven (7) days of passenger notification.
All communications will be made available in alternate format upon request.
119
REASONABLE MODIFICATION
PURPOSE
The purpose of the reasonable modification policy is to ensure that
(Transit System Name) offers equal and effective opportunities and
access to public transportation services for persons with disabilities
and full compliance with the provisions of Title II of the Americans
with Disabilities Act of 1990 and Section 504 of the Rehabilitation
Act of 1973.
APPLICABILITY
DEFINITIONS
For the purposes of this section, the term “reasonable
accommodation” shall be interpreted in a manner consistent with the
term ‘‘reasonable modifications’’ as set forth in the Americans with
Disabilities Act, Title II regulations at 28 CFR 35.130(b)(7), and not
as it is defined or interpreted for the purposes of employment
discrimination under Title I of the ADA (42 U.S.C. 12111–12112) and
its implementing regulations at 29 CFR part 1630.
POLICY
(Transit System Name) is committed to providing equal access and
opportunity to individuals with disabilities in all programs,
services, and activities. (Transit System Name) recognizes that to
have equally effective opportunities and benefits, individuals with
disabilities may need reasonable modifications to policies and
procedures. (Transit System Name) will adhere to all applicable
federal and state laws, regulations, and guidelines with respect to
providing reasonable modifications, as necessary, to afford equal
access to programs for persons with disabilities. (Transit System
Name) does not discriminate on the basis of disability in admission
120
to, participation in, or receipt of services and benefits under any
transit program or activity.
(Transit System Name) will take appropriate steps to ensure

that persons with disabilities have an equal opportunity to
participate.
No individual with a disability shall, by reason of such disability, be

excluded from participation in or be denied the benefits of the
services, programs, or activities of (Transit System Name), or be
subject to discrimination by (Transit System Name).
REASONABLE MODIFICATION
A reasonable modification is a change or exception to a policy,
practice, or procedure that allows persons with disabilities to have
equal access to programs, services, and activities. (Transit System
Name) will make reasonable modifications to policies, practices,
and procedures when necessary, to ensure access to transit services
for individuals with disabilities, unless:
◆ Making the accommodation would fundamentally alter the
nature of the public transportation service
◆ Making the accommodation would create a direct threat to the
health or safety of other passengers
◆ The individual with a disability can fully use
(Transit System Name)’s service without the
accommodation being made
◆ Making the accommodation creates an undue financial
burden on the transit system.
ELIGIBILITY CRITERIA
An individual is eligible to be considered to receive a reasonable
modification if that individual has:
◆ A physical or mental impairment that substantially limits one
or more of the major life activities of such individual
◆ A record of such impairment
◆ Or has been regarded as having such impairment
110
REQUESTS FOR REASONABLE MODIFICATION
(Transit System Name) shall make information about how to contact
(Transit System Name) to make requests for reasonable
modifications readily available to the public through its website and
rider policy guidelines. (Transit System Name) shall follow these
procedures in taking requests:
◆ Individuals requesting modifications shall describe the
modification to service needed to use the service
◆ Individuals requesting modifications are not required to use
the term ‘‘reasonable modification’’ when making a request.
Personnel at (Transit System Name) will determine if the
request represents a reasonable modification and proceed
in accommodating the request accordingly
◆ Whenever feasible, (Transit System Name) requests that
individuals make such requests for modifications before
(Transit System Name) is expected to provide the modified
service
◆ Where a request for modification cannot practicably be
made and determined in advance (e.g., because of a
condition or barrier at the destination of paratransit,
demand response, or fixed-route trip of which the
individual with a disability was unaware until arriving),
operating personnel shall make a determination of whether
the modification should be provided at the time of the
request. Operating personnel may consult with (Transit
System Name)’s management before deciding to grant or
deny the request.
Accommodation requests may be made either orally or in
writing. The reasonable accommodation process begins as soon
as the accommodation request is made.
The request can be submitted in any written format. Alternative

means of filing a request, such as personal interviews, phone calls,
or taped requests, will be made available for persons with
disabilities if they are unable to communicate their request in
writing, or upon request.
111
INTERACTIVE PROCESS
When an accommodation request is made, (Transit System Name)
and the individual requesting accommodation must engage in a
good-faith interactive process to determine what, if any,
accommodation shall be provided. The individual and the (Transit
System Name) must communicate with each other about the
request, the process for determining whether an accommodation
will be provided, and the potential accommodations.
Communication is a priority throughout the entire process.
TIME FRAME FOR PROCESSING REQUESTS TO PROVIDE REASONABLE MODIFICATION

(Transit System Name) will process requests for reasonable
accommodation and then provide accommodations, where
appropriate, in as short a time frame as reasonably possible. (Transit
System Name) recognizes, however, that the time necessary to
process a request will depend on the nature of the accommodation(s)
requested and whether it is necessary to obtain supporting
information.
GRANTING A REASONABLE MODIFICATION REQUEST

As soon as (Transit System Name) determines that a reasonable
accommodation will be provided, that decision shall be
immediately communicated to the individual. This notice must
be in writing to maintain the required information for reporting
purposes. Upon request, alternative means of response will be
provided.
In choosing among alternatives for meeting nondiscrimination and

accessibility requirements concerning new, altered, or existing
facilities, or designated or specified transportation services,
(Transit System Name) shall give priority to those methods that
offer services, programs, and activities to qualified individuals with
disabilities in the most integrated setting appropriate to the needs
of individuals with disabilities.
DENIAL OF REASONABLE MODIFICATION REQUEST

As soon as (Transit System Name) determines that a request for
reasonable accommodation will be denied, (Transit System Name)
will communicate the basis for the decision in writing to the
112
individual requesting the modification. The explanation for the
denial will clearly state:
◆ The specific reasons for the denial;
◆ Any alternative accommodation that may create the same

access to transit services as requested by the individual;
and
◆ The opportunity to file a complaint relative to the

(Transit System Name)’s decision on the request.
COMPLAINT PROCESS
(Transit System Name) has a process for investigating and tracking
complaints from qualified individuals. These procedures shall be
posted on the (Transit System Name)’s website and will be
provided to any individual where the (Transit System Name) has
denied an accommodation request. The process and any forms
necessary to file a complaint are readily available from the web.
Alternative means of filing complaints, such as personal interviews,
phone calls, or taped requests, will be made available for persons
with disabilities if unable to communicate their request in writing,
or upon request.
Any person who believes she or he has been discriminated against

in obtaining a reasonable modification may file a complaint by
completing and submitting a (Transit System Name)’s Reasonable
Modification Complaint Form. (Transit System Name) investigates
complaints received no more than 30 days after receipt. (Transit
System Name) will process complaints that are complete. Once the
complaint is received, the complainant will receive an
acknowledgment of receipt. If more information is needed to
resolve the complaint, (Transit System Name) may contact the
complainant. The complainant has 30 business days from the date of
the letter to send the requested information to (Transit System
Name).
If (Transit System Name) is not contacted by the complainant or

does not receive the additional information within 30 business days,
the (Transit System Name) may administratively close the complaint.
In addition, a complaint may be administratively closed if the
complainant no longer wishes to pursue their case.
113
After (Transit System Name) investigates the complaint, a decision will be
rendered in writing to the complainant. (Transit System Name) will issue
either a Letter of Closure or Letter of Finding.
◆ Letter of Finding – This letter will summarize the
complaint, any interviews conducted regarding the
complaint, and explains what actions will be taken by
(Transit System Name) to address the complaint.
◆ Letter of Closure – This letter will explain why (Transit

System Name) has determined that the complaint does not
merit accommodation under the Americans with Disabilities
Act and that the complaint will be closed.
If the complainant disagrees with the decision of (Transit System Name), an

opportunity to appeal the decision may be pursued provided the complainant
files notice of appeal within 21 days of the initial decision of (Transit System
Name).
In the event of an appeal, the complainant will be granted all due process,
including the ability to be present additional evidence, present the case in
person during an appeal hearing, and be represented by counsel.
DESIGNATED EMPLOYEE
(Transit System Name) shall designate one official within the
organization responsible for processing reasonable modification
requests and handling complaints. This individual is:
Name, Title
(Transit System Name) Address
City, State,
Zip Code
Telephone
E-mail
RECORD RETENTION
(Transit System Name) will maintain all records related to
reasonable modification requests and denials for at least
three (3) years.
114
ADA COMPLAINT POLICY
PURPOSE
The purpose of this policy is to provide procedures for the receipt,
tracking resolving, and responding to ADA-related complaints.
Additionally, this policy will address record-keeping and reporting
requirements. In the event (Transit System Name) has a complaint
or dispute regarding the provision (or non-provision) of
transportation services and/or believes himself/herself or any
specific class of persons to be subjected to discrimination prohibited
by Title VI or the ADA, the complaint and/or dispute shall be handled
as follows:
◆ The individual or representative should first contact (Transit

System Name) to attempt to settle the complaint and/or
dispute at:
(Transit System Name) Name, Title
Street Address
City, State, Zip Code Telephone #
 Complaint and/or dispute must be reported no later than

one hundred eighty days (180) after the alleged
occurrence.
 Alternative formats are available and individuals may
submit a request to (Transit System Name) for a copy of
this procedure and complaint form to be provided in an
alternative format.
 If the complaint and/or dispute is resolved by the
(Transit System Name) management, (Transit System
Name) will retain a written account of the resolution,
sending a summary letter to the complainant.
 If (Transit System Name) management cannot resolve
the complaint and/or dispute, a written account of the
complaint and/or dispute will be forwarded to the
(Transit System Name) Governing Board. The (Transit
System Name) Governing Board will appoint a Complaint
115
Resolution Committee that will address all complaints
and/or disputes that remain unresolved by (Transit
System Name) management.
◆ Upon receipt of the complaint and/or dispute by the Complaint

Resolution Committee, the Committee will review the
complaint and/or dispute and attempt to resolve it. All parties
agree that the decision of the Resolution Committee is final and
their written ruling will be considered a final resolution.
RECORDS
All complaints and/or disputes will be documented and placed in a
file marked “Complaint File.” Records will be maintained by the
(Transit System Name) Director or his/her designee.
 Records regarding ADA-related complaints will be
retained for a minimum of one year.
 A summary of ADA-related complaints and
communications for each complaint for a minimum of
five years.
◆ The FTA permits the use of a single complaint form for receipt
of Title VI and ADA complaints, and (Transit System Name) will
distinctly categorize internal and external communications to
appropriately identify ADA complaints.
 The complaint form will be evaluated annually for compliance.
It is the goal of (Transit System Name) to assure quality service to all

persons that use the public transportation services provided either
directly or through contracts to citizens (list service area.) Should a
complainant desire further information or to file an appeal, the
following agencies may be contacted upon completion of the steps
outlined above:
STATE Department of Transportation Federal Transit Administration

Office of Public Transportation Office of Civil Rights
Street Address Attention: Title VI Program Coordinator
City, State Zip Code East Building, 5th
Floor - TCR 1200
New Jersey Ave.,
SE Washington, DC
20590
116
COMPLAINT PROCESS POSTING
The complaint process and a complaint form will be posted to (Name
of Transit System) website and will include the contact information
for the designated complaint representative. A notice of the
procedure and form availability in an alternative format will also
be noted on the website.
117
PERSONAL CARE ATTENDANT
PURPOSE
Some passengers may require the assistance of a Personal Care
Attendant (PCA) to assist them at their destination or with reaching
their destination. Regardless of the purpose for needing a PCA, each
passenger has a right to have a PCA accompany them on their trip.
This policy establishes the protocol mandated by the ADA and
(Name of Transit System) in service (Community).
PROCEDURE
A disabled passenger may have one (1) personal care attendant
(PCA) ride with them at no charge. A Personal Care Attendant (PCA)
is a person that must be permitted to ride with a passenger, even if
there is less room for other passengers on board. A PCA is someone
designated or employed specifically to help the eligible individual
meet his or her personal needs.
To ensure sufficient seating capacity onboard (Name of Transit

System) vehicles, the passenger should inform the scheduler when
making a reservation that a personal care attendant is required
and will be accompanying the passenger. The PCA is not expected
to care for the passenger while in-route to the destination or to
assist with the boarding or alighting process.
However, the PCA must furnish any care over and above routine
passenger assistance that is permitted to be provided by the
(Name of Transit System) operator. Passengers requiring
assistance beyond what is permitted and described in the
Passenger Assistance policy may be referred to a non-emergency
medical transportation service.
Use of the PCA is the discretion of the passenger, and the PCA
cannot be charged a fare. Additional passengers in addition to
the PCA may ride on a space-available basis.
122
SERVICE ANIMALS AND PETS
PURPOSE
Some passengers may have a need for or utilize a service animal to
assist them in their daily tasks, provide guidance or signaling. This
policy addresses the ADA requirement to permit service animals
onboard all (Name of Transit System) vehicles, the transportation of
pets, and prohibited behavior of pets and service animals.
PROCEDURE SERVICE ANIMALS

The ADA defines a service animal as any guide dog, signal dog, or
other animals individually trained to assist an individual with a
disability. If they meet this definition, animals are considered
service animals under the ADA regardless of whether they have
been licensed or certified by a state or local government.
Service animals perform some of the functions and tasks that the
individual with a disability cannot perform for himself or herself.
"Seeing eye dogs" are one type of service animal, used by some
individuals who are blind. This is the type of service animal with
which most people are familiar. There are service animals that assist
persons with other types of disabilities in their day-to-day activities.
Some examples include:
◆ Alerting persons with hearing impairments to sounds.

◆ Pulling wheelchairs or carrying and picking up things for
persons with mobility impairments.
◆ Assisting persons with mobility impairments with balance.
Service animals are permitted to accompany individuals with

disabilities in the vehicles and agency facilities. The passenger must
be in direct control of the service animal at all times.
It is the responsibility of the passenger to inform the scheduler

when scheduling a ride that a service animal will be present.
This information is then relayed to the transit operator through
a notation on the manifest.
123
Dispatchers and transit operators may ask the following questions:
◆ Is the animal a pet or a service animal?
◆ What service has the animal been trained to perform?
Dispatchers/Transit operators may NOT ask the following questions:

◆ What is the passenger’s disability?
◆ Does the passenger have proof of certification or other
documentation for the service animal?
PROCEDURE TRANSPORTING PETS (IF APPLICABLE)

(Name of Transit System) recognizes passengers who depend on
transit services, in many cases, are also pet owners. As such, it is
understood that pet owners need to be able to take their pets to the
vet or grooming appointments, and have adopted a pet-friendly
policy. For the purposes of this policy, a pet is intended to mean a
domesticated animal kept for pleasure rather than utility.
Pets may be transported with the passenger if the pet is properly

leashed or is in a pet carrier (kennel) designed for the containment
of the pet.
The following kennel requirements must be met:

♦ Kennel construction meets acceptable requirements (no
wheels, no wire kennels, leak-proof bottom, and
absorbent material).
♦ Hardware (bolts/screws) complete and assembled.
♦ The door is lockable and secure.
♦ Ventilation available on three sides (includes door).
♦ No cardboard boxes.
Passengers must notify the Scheduler that a pet will accompany the
individual when the trip reservation is made. Drivers must notify
Dispatcher if there is a concern about the transport of a pet.
(Name of Transit System) (Transit Director or Dispatcher) reserves

the right to refuse transport of pets when the passenger does not
provide an acceptable pet carrier, have the pet properly leashed or
the pet is deemed to jeopardize the safety of the Driver and other
passengers.
124
INAPPROPRIATE BEHAVIOR
The behavior of service animals and pets alike must not disrupt, or
jeopardize the safety of the vehicle or the comfort of the trip for
other passengers. Any animal that engages in inappropriate behavior
will be addressed, and in cases of repeated behavioral issues or
serious behavior, may not be permitted to continue to ride (Name of
Transit System).
125
PORTABLE OXYGEN & RESPIRATORS
PURPOSE
Passengers must be permitted to travel with portable oxygen
and respirators in accordance with the ADA. As such, this policy
addressed the requirements of transit operators to permit
passengers to board with such devices and to then secure those
devices for each trip provided.
PORTABLE OXYGEN AND RESPIRATORS

Passengers should inform the scheduler at the time of reservation
that a portable oxygen breathing aid will be transported with the
passenger. (Name of Transit System) will follow the guidelines
established by the NTSB for the safe transportation of portable
oxygen units on transit vehicles.
The Department of Transportation recommends that bus and train

operators take the following precautions to assure that medical
oxygen being transported for passengers’ personal use is handled
and transported safely:
◆ The oxygen cylinder should be maintained in accordance
with the manufacturer’s instructions. The manufacturer’s
instructions and precautions are usually printed on a
label attached to the cylinder.
◆ Before boarding, inspect each cylinder to assure that it is free
of cracks or leaks, including the area around the valve and
pressure relief device. Listen for leaks; do not load leaking
cylinders on the bus. Visually inspect the cylinders for dents,
gouges, or pits. A cylinder that is dented, gouged, or pitted
should not be transported.
◆ Limit the number of cylinders to be transported onboard the
vehicle to the extent practicable.
◆ Except in emergencies, the transit operator should
consider limiting the number of passengers requiring
medical oxygen.
◆ Cylinders used for medical oxygen are susceptible to valve
damage if dropped. Handle these cylinders with care during
126
loading and unloading operations. Never drag or roll a cylinder.
Never carry a cylinder by the valve or regulator.
◆ Do not handle oxygen cylinders or apparatus with hands
or gloves contaminated with oil or grease.
◆ Secure each cylinder to prevent movement and leakage.
“Secured” means the cylinder is not free to move when the
vehicle is in motion. Each cylinder should be equipped with
a valve protection cap.
◆ Never store or secure oxygen cylinders or other medical
support equipment in the aisle. Make sure that the seating
of the passenger requiring oxygen does not restrict access
to exits or use of the aisle.
◆ Since the release of oxygen from a cylinder could
accelerate a fire, secure each cylinder away from sources
of heat or potential sparks.
◆ Under no circumstances should smoking or open flames
(cigarette lighter or matches) be permitted in the passenger
compartment when medical oxygen is present.
◆ When you reach your destination, immediately remove all
cylinders from the bus.
Transit operators will be aware of the features and problems

associated with portable oxygen aids. All drivers will receive
training on the features of portable oxygen tanks during new hire
training. Specific procedures will be available as necessary. The
following general procedures will apply to most portable oxygen
aids:
◆ Drivers will secure all oxygen containers during

transportation by the most secure means available (Go2Pro,
cargo tie-down).
◆ Containers commonly secured to a mobility device may
stay in those securements.
◆ Containers attached to mobility aids, such as walkers, must
be separately secured to the vehicle by the most secure
means available.
◆ Spare tanks must be secured to the vehicle by the most
secure means available.
127
Passengers are to be advised by dispatch of the estimated length
of the trip and the time that the passenger is expected to be on the
vehicle. This may impact the number of oxygen tanks the
passenger requires.
Drivers are not permitted to connect hoses, disconnect hoses,

or change oxygen tanks.
128
PACKAGES AND ARTICLES ON VEHICLES
PURPOSE
To protect the safety and welfare of all (Name of Transit System)
passengers and employees and maintain the condition of the
vehicles, a bag limit policy must be established.
PROCEDURE
Passengers that utilize public transit services are often dependent
on this service to maintain their quality of life, but they also use
transit to reduce the personal cost associated with owning and
operating a motor vehicle. Passengers may also just prefer to use
transit to avoid the burden of dealing with higher traffic volumes
and the stress associated with traveling in urban areas.
Regardless of the purpose for a passenger using (Name of Transit

System) services, shopping will be a significant purpose for
passenger travel. Any item brought on board a transit vehicle can
become a projectile during a defensive driving maneuver or collision.
Bag limit policies are not intended to limit the passenger’s ability to
shop and acquire essential needs, but rather to establish reasonable
restrictions to prevent injury or damage to the vehicle. As such, the
following bag limits and restrictions have been established:
◆ The passenger must carry all packages if physically able.
◆ Carry-on limit of five (5) grocery bags must be
observed by all passengers.
 A grocery bag is defined as one paper sack or two
small plastic bags.
 Drivers may assist passengers with packages, if
necessary and requested (if applicable).
◆ All items must be small enough to be placed in the storage
area (if applicable) of the vehicle or out of the aisles in the
passenger’s seated area.
◆ No big boxes, bulky items, or large bags that would be
considered a ‘household move’ are permitted.
129
 Please see the Prohibited Behavior and Prohibited
Items policy for more information on prohibited
items.
◆ The approximate weight of any one item shall not exceed ten (10) pounds.
ADDRESSING POLICY VIOLATIONS

The transit operator shall politely remind the passenger of the bag
limit and item restriction policy and reference the policy in the
(Name of Transit System) rider guide. Additional violations of this
policy will result in the following process:
◆ A written explanation of the policy violation and a copy of
the procedure will be forwarded to the passenger advising
that any further instances may result in action up to and
including suspension of riding privileges.
◆ The second observation of a policy violation will result
in the passenger’s riding privileges being revoked for
thirty (30) days.
◆ A third infraction of this policy will result in service
suspension for one (1) calendar year.
◆ The fourth and final infraction will result in permanent
suspension of all riding privileges.
◆ Based on the severity of the incident, the Transit Director
reserves the right to permanently suspend an individual
from (Name of Transit System) services.
Transit operators are required to enforce the policies and

procedures of (Name of Transit System) consistently regardless of
personal views. A transit operator that is found not enforcing
mandated policies and procedures will be subject to disciplinary
action as prescribed in the disciplinary action policy.
130
LIFT OPERATIONS
PURPOSE
To comply with the Americans with Disabilities Act of 1990 in
providing equal access to public transportation for persons with
disabilities. This policy will address the definition of a common
wheelchair, training requirements, and identifies whom this policy
applies. This policy also provides a detailed description of the
procedures to be followed when serving passengers who use
mobility aids and/or request to board the vehicle using the vehicle
lift or ramp.
DEFINITIONS
◆ A mobility aid/device or "wheelchair" is defined as one that is:
 Any class of three or more wheeled devices
 Usable indoors
 Designed or modified for and used by individuals with
 Operated manually or powered
◆ An assistive device is defined as any piece of equipment that

assists a passenger with a disability in coping with the effects of
his or her disability. These devices are intended to assist
passengers with a disability to hear, see, communicate, maneuver,
or perform other functions of daily life. Assistive devices include
(but are not limited to):
 Crutches, canes, and walkers
 Braces/Prosthetics
 Wheelchairs
 Hearing aids
 Portable Oxygen Concentrators (POC’s)
 Continuous Positive Airway Pressure (CPAP) machines
131
 Prescription medications and any medical devices
needed to administer those medications, such as
syringes or auto-injectors
APPLICABILITY
TRAINING
All staff required to operate a transit vehicle must complete training
on how to use the lift. The training must provide certification that
the training participant has completed the lift operation training
program complete with a proficiency demonstration. The lift
operation training can be a part of securement and ADA training but
must provide documentable proof of the proficiency demonstration
being successfully completed.
PROCEDURE
Introduction: It is the practice of (Transit System Name) to transport all
mobility devices that can be reasonably accommodated, and to ensure properly
trained transit operators understand all procedures required to do so. When
assisting non-ambulatory passengers or passengers who request to board
using the vehicle’s lift, please follow the procedure outlined below.
Positioning the Vehicle:

◆ To the greatest extent possible ensure that the vehicle is
parked on level ground and not leaning toward or away
from the loading platform
◆ For stopping points close to structures, ensure adequate room
for platform deployment and passenger maneuverability onto
and off of the lift platform
◆ The lift platform should rest on concrete or pavement when
deployed so that the outer barrier completely deploys.
Avoid loading areas that are soft, wet, slippery, etc.
132
Lift Deployment:
◆ Set the vehicle parking brake with the transmission in
the PARK position and the engine running
 If the vehicle is equipped with a fast-idle option, ensure
the switch is ON
◆ Open the lift door(s) and locate the lift controls
◆ Ensure that the area is clear and deploy (if available) a
collapsible cone approximately where the end of the lift will
rest when fully deployed and then announce the deployment
of the lift
◆ Ensure the passenger is a safe distance from the extended platform
◆ Unfold the platform from the stowed position ensuring
that, when extended, the lift is level with the ground
 If the lift is not level when fully extended, report the
condition to the Transit Director for
repair/maintenance
◆ Lower the platform to ground level until the roll stop
unfolds to allow for loading
◆ Hang the lift control back into the control slot
Loading the Passenger:

◆ It is important to communicate with the passenger
throughout the loading process to ensure that the
passenger is prepared for the movement of the lift and the
necessary maneuvering inside the vehicle before
securement
◆ Greet the passenger and ask them if they would like
assistance in boarding
◆ Once the passenger has accepted assistance with boarding
you now have permission to touch their device
 In the event the device is a motorized mobility aid,
advise the passenger that verbal direction will be
provided to assist with boarding
◆ Check their brakes and back them onto the lift platform
133
◆ Ensure the mobility aid is centered on the lift platform
just short of touching the rear bridge plate
◆ If there is no front and rear lift belt, angle the front wheels
so they are “chalked” against the side rail of the lift
◆ Set the brakes on the mobility device
◆ Always keep a hand on the mobility aid when the passenger is
on the lift platform
◆ Ensure that the passenger’s arms and legs are kept as close to
the body as possible to avoid injury during operation
instruct the passenger to turn off the power for their
device
◆ Do not ride the lift, but stand alongside the platform while
raising and lowering the platform
◆ Begin raising the lift
◆ Stop the lift approximately three to four inches above the
ground and check the outer barrier to ensure it is locked in
place before proceeding to floor level
◆ Once the platform is level with the floor of the vehicle,
release the wheelchair brakes and back the passenger
into the vehicle
 The mobility aid should be pushed completely off
of the lift platform so that all wheels are on the
floor of the bus
 If the device is motorized instruct the passenger to
turn the power on to their device and direct them
into the vehicle, and instruct them to stop just inside
the entry. This will allow the transit operator to
enter the vehicle and direct the passenger into the
securement area
 Do not leave a passenger unattended on the lift platform
◆ Once the passenger has been secured inside of the vehicle it
is safe to enter and then move the passenger into position
for securement
134
 If you are not physically able to move the passenger
into the vehicle, move them as far into the vehicle as
possible and secure one brake, and then enter the
vehicle to move them into position for securement
◆ Secure the chair as described in the Securement policy
◆ Return the wheelchair lift to the stow position before setting
the vehicle in motion
Unloading the Passenger:

◆ Position the vehicle on a surface as level as possible
◆ If the vehicle is equipped with a fast-idle option, ensure the switch is ON
◆ Open the lift door(s) and locate the lift controls
◆ Ensure that the area is clear and deploy (if available) a
collapsible cone approximately where the end of the lift will
rest when fully deployed and then announce the deployment
of the lift
◆ Lower the lift to floor level and then enter the vehicle to
move the passenger into position for boarding onto the lift
platform, but do not place them on the lift
 In the event, the passenger is using a motorized
mobility aid instruct them to move their device to the
entry of the lift, but ask them not to move onto the
lift
◆ Exit the vehicle and go to the lift platform and move the
passenger onto the lift platform
 If the passenger is using a motorized mobility aid
instruct them to make sure their device controls are set
to “turtle”, and direct them onto the platform
◆ Ensure the mobility aid is centered on the lift platform
just short of touching the rear bridge plate
◆ If there is no front and rear lift belt, angle the front wheels
so they are “chalked” against the side rail of the lift
◆ Set the brakes on the mobility device
135
◆ Always keep a hand on the mobility aid when the passenger is
on the lift platform
◆ Ensure that the passenger’s arms and legs are kept as close to
the body as possible to avoid injury during operation
instruct the passenger to turn off the power for their
device
◆ Begin lowering the lift to ground level
◆ Once at ground level unlock the brakes on the passenger’s
mobility aid and move them off of the lift platform and then
set the brakes. Make sure they are in control before letting go
and walking away
 If the passenger is using a motorized mobility aid,
instruct them to turn the power of their device on, and
direct them off of the lift platform
◆ Stow the lift
Standees:
◆ (Transit System Name) will allow ambulatory passengers to
use the lift for boarding/exiting the vehicle upon request, and
a mobility device or aid is not required
◆ Ensure that the passenger stands in the center of the platform
and holds both handrails while the lift is in motion
◆ If lift belts are available make sure to apply them for the passenger
◆ Follow the operating procedures described above
Manual Operation:
In the event of a malfunction of the vehicle’s lift, it may be
necessary to operate the lift manually. Please see the manual
lift operation policy and procedure in this manual
136
MANUAL LIFT
PURPOSE
disabilities. This policy will address the appropriate use of the
manual lift operations option, and also provides a detailed
description of the procedures to be followed when performing
manual lift operations.
APPLICABILITY
TRAINING
All staff required to operate a transit vehicle must complete training on
how to use the lift manually. This training can be a part of lift operations,
and/or combined lift and securement training.
PROCEDURE
It is the practice of (Transit System Name) to transport all mobility
devices that can be reasonably accommodated and to ensure
properly trained operators understand all procedures required to do
so. In the event, the vehicle lift becomes inoperable manual lift
options may be used as a means of completing that trip. Manual lift
operations are an emergency procedure that requires the transit
operator to leave the passenger unattended on the lift briefly to
perform the manual function. Once the passenger has been taken to
their destination, the vehicle must be removed from accessible
service and a backup accessible vehicle must be utilized. To perform
manual lift operations, follow the procedures outlined below.
137
Manual Operation Procedure:
In the event of a malfunction of the vehicle’s lift, it may be necessary
to operate the lift manually. The following procedure should be
followed: (NOTE: The following instructions will need to be customized to
reflect the appropriate manual operating instructions for the model of lift
currently in use by your transit system)
◆ Locate the manual operation instructions on or near the pump cover

◆ To load/unload a passenger from the vehicle using the
manual method, locate the hand pump handle
 During your Pre-Trip Inspection always check to
make sure the manual handle is present
◆ Place the slotted end of the pump handle into the pump,
release valve, and turn it counter-clockwise one-half turn
◆ Let platform fully unfold until it reaches floor level, then turn
the pump release valve clockwise to stop the platform
 The valve must be tight; making sure not to over tighten
◆ Place the passenger on the lift platform within the yellow
boundary markings and lock the wheelchair's brakes
◆ Place the slotted end of the pump handle and place it into
the pump, release valve, and turn it counter-clockwise until
the platform reaches the ground and the roll stop fully
unfolds
◆ Release the wheelchair’s brakes and move the passenger off the lift
◆ To stow the platform back into the vehicle, insert the slotted
end of the pump handle into the pump valve and turn it
clockwise one-half turn
 Remember not to overtighten the valve
◆ Remove the pump handle from the release valve and place
it into the back-up pump and stroke until the platform
reaches floor level
◆ Stow the pump handle, and lift doors
(NOTE: Only (Transit System Name) personnel trained in the operation of wheelchair lift
equipment is permitted to control the lift platform of any vehicle.)
138
WHEELCHAIR RAMP
PURPOSE
mobility aids and/or request to board the vehicle using the vehicle
ramp.
DEFINITIONS
 Usable indoors
APPLICABILITY
TRAINING
All staff required to operate a transit vehicle must complete
training on how to use the ramp. The training must provide
certification that the training participant has completed the ramp
operation training program. The ramp operations training can be a
part of a lift, securement, and ADA training program.
PROCEDURE
139
It is the practice of (Transit System Name) to transport all mobility
so. When assisting non-ambulatory passengers or passengers who
request to board using the vehicle's ramp, please follow the
procedure outlined below.
Positioning the Vehicle

◆ To the greatest extent possible ensure that the vehicle is
parked on level ground and not leaning toward or away from
the ramp
◆ For stopping points close to structures, ensure adequate room
for ramp deployment and passenger maneuverability onto
and off of the ramp
◆ The ramp platform should rest on concrete or
pavement when deployed. Avoid loading areas that
are soft, wet, slippery, etc.
Accessible Ramp
◆ Open the ramp door
◆ Ensure that the area is clear and the passenger is a safe
distance from the extended platform
◆ Unfold the ramp from the stowed position ensuring
that, when extended, the ramp is on solid ground
 (If the ramp is not level when fully extended, report the
condition to the Transit Director for
repair/maintenance)
◆ Operators must be on the downhill side of the passenger
when boarding onto ramps to prevent incidents
associated with brake failures, grips coming off, etc.
 The direction of travel (forward or rear-

facing) may be determined by the type of
mobility aid being utilized by the passenger
140
◆ Communicate with the passenger as you “push” their
mobility aids up the ramp and into the accessible envelope
for securement
 Operators should use caution to avoid “bumping” the
passenger's footrests or wheelie bars, which could
cause discomfort to the passenger
 In the event the passenger’s mobility aid is motorized,
ensure that the power is turned off and the transmission
is in neutral once placed into the securement envelope
◆ Secure the wheelchair as described in the Securement policy
◆ Return the ramp to the stow position Close the lift door(s)
141
WHEELCHAIR SECUREMENT
PURPOSE
mobility aids and how to secure the passengers and their mobility
aid.
DEFINITIONS
 Usable indoors
APPLICABILITY
TRAINING
All staff required to operate a transit vehicle must complete training on
how to properly secure a mobility aid. The training must provide
certification that the training participant has successfully completed the
securement training program. The securement training can be a part of
a lift, securement, and ADA training program.
142
PROCEDURE
It is the practice of Transit System Name to transport all mobility
so. When serving a non-ambulatory passenger who is utilizing a
mobility aid, please follow the procedure outlined below to secure
the passenger and their device.
Accessible Envelope:
◆ Make sure the passenger is centered in the accessible
envelope and apply the brakes on the passenger’s
device
 It is important to communicate with the passenger
throughout the securement process to ensure
passenger comfort and understanding
◆ Remove four securements from their storage bags and begin
by placing the securements in the vehicle’s floor tracks
 The order of placing front or rear securements first is
up to the operator
◆ Make sure that the front securements are placed at a 25-
degree angle from the front wheel of the mobility aid, and
obtain as close to a 45- degree angle from the floor to the
mobility aid as possible (see diagram below)
◆ After placing the securement into the floor anchorage place
the J-hook on a solid structural frame member as close to the
“seat base” as possible
 It is strongly recommended that drivers attempt to
secure each device as high on the frame as possible
without going above the seat
 Operators should never attach the securement to the
crossbar under the chair, leg rests, armrests, wheels,
or parts of the mobility aid where wires could be
damaged
◆ Make sure the rear securements are placed inside the rear
wheels of the mobility aid and obtain as close to a 45-degree
angle from the floor to the mobility aid as possible (see
diagram below)
143
◆ Take the brakes off and tighten each securement using the
hand tensioner on the securement to ensure the mobility aid
does not move more than two inches in any direction
 If the securements do not have hand tensioners
move the passenger’s device back and forth to
tighten the securements, but be gentle so the
passenger is not jolted
◆ Once all four securements have been placed on a structural
frame member of the mobility aid and tightened to ensure no
movement, put the brakes on the device back on
◆ Once the passenger’s mobility aid has been secured the
three-point occupant restraint system must be applied.
Occupant restraints:
Transit System Name does not have a mandatory seat belt
policy and, therefore, requires the operator to apply occupant
restraints, unless the passenger refuses. In the event the
passenger refuses, operators are encouraged to explain the
benefits, but cannot require the passenger to comply as a
condition of using the service. Operators should follow the
procedures below for applying occupant restraints on a person
using a mobility aid.
Transit System Name requires all passengers to utilize the occupant

restraints as a condition of using the services, and drivers should
follow the procedures below for applying occupant restraints on a
person using a mobility aid.
◆ Take the female portion of the lap belt and attach it to the
nub on the aisle side securement, which should be placed so
the buckle is located on the hip bone of the passenger
◆ Take the male portion of the lap belt and attach it to the
nub on the opposite securement and attach to the female
buckle located on the passenger’s hip bone
◆ Use caution to ensure the belts do not go through or over the
armrest of the passenger’s mobility aid
144
 Operators should identify if a sufficient gap exists
between the armrest and seat back for the belt to
pass through or use open space near the base of
the seat back and seat cushion to pass the belt
through
◆ Once attached the lap belt should be positioned on the pelvic
area of the passenger with the shoulder belt laying in the
center of the chest and shoulder
◆ The high adjuster should be used to adjust the
shoulder belt for different size passengers
◆ Ensure the belts are “snug”, but comfortable
SECUREMENT DIAGRAM
OCCUPANT RESTRAINT DIAGRAM
Wheelchair lift equipment is to be operated by the operator and all

wheelchair securements are to be double-checked by the operator.
Regulation 37.165(d) states, transportation of a wheelchair or its
user cannot be denied service on the grounds that the device cannot
be secured or restrained satisfactorily by the vehicle’s securement
145
system.
146
If the wheelchair will not securely fasten to the securement, the
operator will courteously explain to the passenger that their
wheelchair cannot be secured in a manner that ensures a safe ride,
and ask the passenger if they would like to continue the ride. If the
passenger’s wheelchair interferes with or blocks an aisle or would
interfere with the safe evacuation of passengers the operator will
courteously explain to the passenger that the trip must be refused for
safety purposes unless the operator can obtain a second vehicle
assignment from the Dispatcher promptly. An operator will not
transport a passenger in a wheelchair unless it is securely tied down.
With the wheelchair and occupant facing toward the front of the
vehicle, center the wheelchair between the floor tracks or plates. As
you position the wheelchair, remember that the securement straps
need to have approximately a 45-degree angle from the floor tracks
or plates to where they attach to the frame. Also, keep in mind the
proper extension and placement of the occupant’s restraint shoulder
belt. Apply the wheel locks or turn off the power if motorized.
Attaching the Front Straps: Install the track-fitting end of the
securement into the L-track so that is at least 3” or a 25-degree
angle outside the front wheel. This prohibits the strap from
interfering with the passenger’s footrest and provides increased
side to side stability.
Next, place the J-hook on a structural frame member, as close to the
corner of the seat base as possible. Try to maintain approximately a
45-degree angle from the floor track or plate to where the strap
attaches to the frame. Use the hand tensioner to tighten the
securement and take the slack out of the belt.
Repeat this procedure with the other front strap.
Attaching the Rear Straps: Install the securement into the L-track
fitting so that is just to the inside of the rear wheel. Next, attach the
J-hook a structural frame member, as close to the corner junction of
the seat cushion and seatback, as possible. Again, try to keep a 45-
degree angle on the strap between the floor track or plate to the
frame. Using the hand tensioners take up any slack in the belt.
Repeat this procedure with the other rear strap.
147
Check to ensure that all securement is properly attached and
tensioned and that the wheelchair is secure and does not have any
excess movement front to rear, or side to side. In some cases, there
will not be a solid, structural member to which the securement straps
can be easily attached. In these cases, the Quick Strap (webbing loop)
can be used. This colorful strap attaches to the wheelchair and
provides a quick and highly visible installation point for attaching the
J-hook to a structural frame member of the mobility aid.
Proper Strap Attachment: Do not allow the straps to conform or bend
around any object (e.g., the wheels, footrests, etc.). The securement
straps must have a clear, straight load path from the floor tracks or
plates to where they attach to the wheelchair frame. Keep the straps
away from any sharp edges or corners.
Use four identical securements, and never mix different styles of
securements for the wheelchair.
Do not cross-connect the securement strap assemblies. This may
place added stress or unequal load forces on the wheelchair frame
and may lead to potential collapsing or tipping of the wheelchair.
If proper attachment and securement of a particular style of
wheelchairs cannot be accomplished, consult with your
Supervisor.
Attaching the Lap and Shoulder Belt: First, attach the lap belt,
remembering to let the occupant know what you are doing at all
times. Then, place the ends of the lap belt around the occupant.
Thread them down and through the opening between the side panel
and seat cushion or through the gap between the seat back and seat
cushion. For integrated lap belts, attach the fastener ends of the belt
directly to the stub on the rear securement strap assemblies Adjust
the lap belt, through the adjusters, firmly and comfortably. Ensure
that the buckle and connection point is located low at the
occupant’s pelvic zone, near the hip, and opposite the side from
where the shoulder belt extends. Pull-on the lap belt to ensure
proper attachment.
With the integrated belts the shoulder belt must come over the
shoulder, contacting the clavicle or collar bone and diagonally
across the upper chest of the occupant.
148
Attaching the Lap and Shoulder Belt – Mini Van: The lap and shoulder
belts all attach independently. First, attach the lap belt, remembering
to let the occupant know what you are doing at all times. Then, place
the ends of the lap belt around the occupant. Thread them down and
through the opening between the side panel and seat cushion or
through the gap between the seat back and seat cushion. Attach the
male and female lap belts to the stub on the rear securement. Pull-on
the belt to ensure that all fittings are properly attached. The Q’
Straint shoulder belts must attach to the “tab” behind the OEM belt
for the bench seat passenger. The non-retractable shoulder belts are
easily attached to the stub located on the lap belt near the buckle.
Note, the buckle of the lap belt should be placed on the aisle side of
the passenger, and on their hip bone.
Cautions: Please follow these cautionary procedures:
♦ The lap belt must be worn low and snug across the front of
the occupant’s pelvic zone, with the junction between the
lap belt and shoulder belt located near the wearer’s hip
♦ Never position the lap belt over the abdominal area, over the
wheelchair armrests, through the wheelchair’s armrests, or
with the belt assembly twisted
♦ Never extend the shoulder belt across the occupant’s neck or face
♦ Do not use postural support belts (belts that simply go around
the occupant and mobility aid or are attached directly to the
wheelchair) instead of an approved lap belt that is designed and
tested to be used in conjunction with the securement system
149
OCCUPANT RESTRAINT POLICY
PURPOSE
This policy is intended to address the legal requirements of occupant
restraint (seat belt) use, and (Name of Transit System)’s policy
regarding seat belt use by passengers who use (Name of Transit
System) services.
APPLICABILITY
to operate a revenue service vehicle.
DRIVER REQUIREMENTS
(Name of Transit System) transit operators are required to wear
their occupant restraint at all times when operating a (Name of
Transit System) transit vehicle. Transit operators are expected to
leave their seats to assist passengers with boarding the vehicle,
securing mobility aids, and providing a level of service as required by
the ADA. As such, it is recognized that transit operators will be
required to remove their occupant restraint and leave their seats to
provide this service. Transit operators must ensure, upon returning
to the driver’s seat, that their occupant restraint is securely fastened
before placing the transit vehicle back into motion.
(Name of Transit System) transit operators are responsible for

ensuring that passengers comply with the rider guide and occupant
restraint use requirements, by verifying each passenger has
securely fastened their occupant restraint before putting the vehicle
in motion.
The ADA requires that transportation providers not mandate

occupant restraint use in the event a passenger states they have a
medical condition that does not permit the use of an occupant
restraint. (Name of Transit System) cannot require proof of a
150
medical condition, and drivers should accommodate the passenger
and notify dispatch anytime a passenger states they cannot wear
the occupant restraint for medical purposes. The scheduler will
enter the information under special needs for future trips.
PASSENGER REQUIREMENTS
All passengers are required to use the transit vehicle occupant
restraint available in all seats on board (Name of Transit System)
vehicles. Each passenger must have his/her occupant restraint
securely fastened before the vehicle will be placed in motion.
Passengers utilizing a mobility aid will be secured via an approved

four-point securement system. (Please see the Wheelchair
Securement policy located in the Safety section of this manual for all
approved securement devices.) In addition, these passengers will
also be secured with a three-point occupant restraint system.
As previously noted, in the event a passenger states they have

a medical reason for not being able to wear the occupant
restraints, drivers must accommodate and notify dispatch.
If the occupant restraint is not long enough to be secured for a

passenger, the manufacturer’s seatbelt extensions will be utilized. If
the extensions do not allow the passenger to be securely fastened,
use of the occupant restraint will not be required for that trip. The
driver should document on his/her manifest that the occupant
restraint could not be secured, and notify dispatch.
CHILD SEATS
Children under age four (4) and/or under forty (40) pounds must be
properly secured in accordance with the manufacturer's instructions
in a child restraint system that meets federal motor vehicle safety
standards.
Parents will be responsible for properly securing the child's

restraint system in a passenger seat. Parents will then seat and
secure the child in the restraint seat. The driver will then ensure
that the child is appropriately secured before placing the vehicle in
motion.
151
RESPONSIBILITIES
It is the responsibility of all (Name of Transit System) operators to
inspect each occupant restraint during their pre-trip to ensure all
occupant restraints are in proper working order before beginning
service. Occupant restraints that are not working properly must be
immediately reported to the Transportation Manager.
The Transportation Manager is responsible for ensuring that transit
operators complete their daily pre-trip inspections, including
inspection of each occupant restraint for proper functionality.
Additionally, the Transportation Manager must address the
following:
◆ Address reports from transit operators regarding passengers
that cannot be secured due to size extenders that are not
sufficient to secure the passenger and identify a reasonable
accommodation.
◆ Follow up with passenger who states they have a medical
reason for not using the occupant restraints and ensure
this information is entered into the special needs for the
passenger.
◆ Investigate any misuse or abuse of the occupant restraint policy.
152
PASSENGER ASSISTANCE
PURPOSE
A level of passenger assistance is required to be provided to
passengers utilizing public transit services, and this policy is
intended to define the procedures required when providing
that assistance.
DEFINITIONS
Curb-to-curb: Demand response service wherein drivers are required
only to arrive at a destination to allow for boarding and exiting of the
vehicle.
Door-to-door: Demand response service wherein drivers are

permitted to assist passengers from the threshold of a structure
until the passenger has boarded the vehicle and vice versa for
exiting.
SERVICE TYPE
(Name of Transit System) is a curb-to-curb transportation service.
Transit operators are to maintain a line of sight to the vehicle and
stay within a reasonable operating perimeter (approximately ten
(10) feet) of the vehicle during the execution of their duties as public
transit operators. This distance allows the driver to assist a
passenger in boarding or disembarking the transit vehicle, operation
of the lift, or assist with packages per (Name of Transit System)
policy.
If requested at the time a reservation is made, door-to-door service

may be provided per ADA reasonable accommodation
requirements. Door-to-door service means that the driver will be
permitted to assist (escort) the passenger from the main entrance
door of the origin to the main entrance door of the destination.
(Name of Transit System) has a one-step policy for providing

passenger assistance as requested. Persons using mobility aid
devices must have a ramp that is clear of hazards and at an angle that
153
does not place transit operators at risk of injury. Transit operators
will not provide assistance if there is more than one step (i.e. a curb)
to be maneuvered in providing that assistance.
Transit operators must exercise caution when providing door-to-

door service and ensure that the vehicle remains in their line of
sight.
Drivers are strictly prohibited from crossing the threshold of a

passenger’s home, any private residence, business, or facility
under any circumstances. Transit operators may assist a
passenger up to the door and may even assist with holding the
door open for the passenger to enter, but may never cross the
threshold and enter.
Passengers requiring total assistance may be advised by

management (but not required) to provide a personal care attendant.
Other instances of passenger assistance could include:
♦ Vision impairments requiring guidance;
♦ Passengers with mobility aids such as crutches or walkers;
♦ Passengers with unseen balance problems or inner ear infections;
♦ Frail or weakened passengers; and
♦ Passengers in an ambulatory post-surgical status.
(Name of Transit System) transit operators are required to offer

assistance to every passenger that boards the vehicle. All drivers
will observe the one-step policy and will assist passengers up and
down one step when this level of assistance is requested. Please see
the Reasonable Accommodation policy for more detailed
information on reasonable accommodation requirements.
Contract service which may require the driver to assist passengers in

or out of public buildings will be communicated at the beginning of
each shift or as dispatched.
154
TRANSPORTING CHILDREN AND SAFETY SEATS
PURPOSE
This policy is intended to establish procedures to be used when
transporting young children, including those who may require a
safety seat or that may have a disability.
(Note: Please check your State laws to verify the accuracy of the child
safety seat information provided in this template).
PROCEDURE
Children age 12 and under must be accompanied by an adult to ride
on (Name of Transit System) vehicle. The passenger must inform the
dispatcher at the time of a reservation that the passenger is under
the age of 18. Children between the ages of 12 and 18 must use the
occupant restraints available onboard the transit vehicle.
Children transported to child-care must be accompanied by a parent.
Parents are responsible for providing a child safety seat, and for
securing the safety seat onboard the transit vehicle for any child that
requires a safety seat.
CHILD SAFETY SEAT

All children under the age of 8 must be properly restrained in a
child safety seat or booster seat according to the child restraint
system manufacturer’s instructions to ride on (Name of Transit
System) vehicles.
Children under the age of one year and less than 20 lbs. MUST be
restrained in a rear-facing child safety seat. Many newer seats will
restrain a child rear-facing up to 30-35 lbs.
◆ Children that are at least one-year-old and 20 lbs. may
be restrained in a forward-facing child safety seat with
an internal harness system.
◆ Children at least 30 lbs. may use a booster seat, but troopers
encourage parents to keep their children restrained in a
forward-facing seat until at least 40 lbs.
155
◆ (State) the law requires all children under the age of eight to
use a child restraint system per the child restraint system
manufacturer’s instruction, which is based upon the child’s
height and weight. The child restraint system normally used
by children in this age group is the booster seat.
◆ All children under the age of 16 must be properly restrained
either by using a seat belt or a child restraint system, to
include a booster seat.
Additional recommended safety tips for parents and others who
transport children include:
◆ Child safety seats must be properly secured to the vehicle’s
seat belt or LATCH system and should not move side to side
or forward more than one-inch.
◆ Children should stay rear-facing until one year of age and 20 lbs.
◆ The retainer clip that connects the two shoulder harness
straps must be kept at the child’s armpit level.
◆ Harness straps must be kept snug.
The child safety seat must be an approved, properly installed child
safety seat (infant seat, convertible seat, or booster seat). Children
with disabilities or who are medically fragile children must also be
in an appropriate child restraint device. The parent is responsible to
make sure that their child’s seat is properly installed in the vehicle
and that the child is properly restrained to minimize the possibility
of injury.
Remember that there are a wide variety of approved child seats on
the market. Some may be installed in different ways depending upon
the age and weight of the child.
The following general rules apply to most child safety seats:
◆ Read and follow the manufacturer's instructions for the
child safety seat.
◆ Small children are not permitted to sit in the front seat,
especially if the vehicle is equipped with airbags.
◆ The seat must be secured to the vehicle tightly.
156
◆ The harness straps should be snug and in the right slots
for the age and weight of the child.
◆ Inspect the label for the date it was made. Seats over 6 years
old may not be acceptable. Older child safety seats will be
referred to Management.
◆ Damaged seats or seats that have been in an accident
will not be used. Seats that are cracked or missing
pieces are not acceptable.
◆ Child safety seats will be approved for the age and
weight of the child.
Drivers who have any questions on the appropriate use of child
safety seats should contact dispatch for guidance.
157
PRE-TRIP INSPECTIONS
PURPOSE
Proper maintenance of vehicles and equipment is critical to the continued safe
and efficient operation of the transit system. Unsafe vehicles present
unnecessary hazards to the operator, passengers, and other motorists on the
road. Pre-trip inspections are key to identifying safety hazards, reducing
unnecessary costs, reducing the potential for breakdowns, and preparing the
operator for the day’s tasks.
APPLICABILITY
This policy applies to all safety-sensitive vehicle operators including full-
time, part-time, and those staff that may be required to operate the vehicle.
TRAINING
All staff required to operate a transit vehicle must complete training on how
to complete a pre-trip inspection. This training can be a part of a defensive
driver training program as long as the program addresses how to complete,
perform and document the pre-trip inspection.
PROCEDURE
Operators are required to complete daily pre-and post-trip inspections of
their vehicles utilizing approved vehicle inspection forms. All inspection
forms are to be completed each morning before the beginning of service and
at the end of the shift. Inspection forms are required to be turned in at the end
of each shift. All deficiencies identified during an inspection are to be reported
on the form and to the supervisor.
All deficiencies identified that could affect the safety of the vehicle or its
passengers are to be reported immediately and the vehicle is not to be put
into operation. Operators are required to sign each completed pre-trip and
post-trip inspection form and must ensure they have inspected each item
157
identified. Pre-trip and post-trip inspections should be completed logically
and systematically to ensure each required item is checked and the
inspection is completed in a timely manner.
Pre-trip and post-trip inspection forms have been developed in a manner to
assist the operator in completing their inspection logically and systematically,
and so that all required items are checked. Each inspection should include the
following components:
◆ Vehicle approach (visually inspect upon approach for signs of leaking
fluids, flat or low tires, body damage, etc.)
◆ Vehicle set-up (unlock all doors, turn key to “on” position, and turn on
lights and flashers)
◆ Under the hood inspection (fluids, belts, hoses, etc.)
◆ Exterior inspection (tires, lights, body damage, etc.)
o Includes inspection of the lift and completing a full cycle of the lift
◆ Interior inspection (lights, gauges, safety equipment, etc.)
o Securements and occupant restraints for passengers who use
mobility aids
Necessary repairs are to be scheduled and a back-up vehicle will be utilized to

continue service in the event a deficiency is identified that is unsafe or could
cause further damage if the vehicle is driven. Please see the Preventative
Maintenance plan for additional information regarding the preventative
maintenance intervals and scheduling protocols.
Operators should monitor the vehicle during operation and inspect the vehicle
during downtime throughout the day to identify issues that may arise.
Random paperwork inspections will be performed to ensure inspections are
being completed in accordance with this policy. Failure to inspect all required
items and/or to report deficiencies that could impact the safe operations of
the vehicle will result in disciplinary action.
The following pre-trip inspection form is to be utilized by all operators in

completing their daily pre-trip inspection:
158
Daily Vehicle Pre-Trip Inspection Report
Driver Name Start Mileage
Date Full Vehicle # Inspection Start Time End Mileage
Inspection End Time Lift Cycle Counter

EACH INSPECTION ITEM MUST BE MARKED WITH X unless not applicable to vehicle N/ ATTN = Needs Attention
Oil Level: Pull out, wipe, reinsert, check □ OK □ N/ ATTN Gearshift: Check for ranges □ OK □ N/ ATTN
Coolant Level: Sight glass or line markings within □ OK □ N/ ATTN Horn: Proper function □ OK □ N/ ATTN
range of markings
Power Steering Fluid: Sight glass, line markings, or □ OK □ N/ ATTN Steering Play: Excessive movement □ OK □ N/ATTN
open cap – fluid within range of markings
Windshield Washer Fluid: Line markings or open □ OK □ N/ ATTN Two-Way Radio: Radio check with Dispatch □ OK □ N/ ATTN
cap – fluid is at full line marking
Transmission Fluid Level: Pull out, wipe, reinsert, □ OK □ N/ ATTN Parking Brake: Set brake, put in gear; feel vehicle tug against □ OK □ N/ ATTN
check (Engine may need to be running) brake
Hydraulic Brake Fluid: Sight glass or line on □ OK □ N/ ATTN Hydraulic Brake: Check for fading □ OK □ N/ ATTN
container for proper fluid – fluid within range of
markings
Belts: Check for looseness, cracks, uneven wear, or Oil Pressure Gauge: Check for cracks and cleanliness; □ OK □ N/ ATTN
frays Pressure should come to normal within seconds
Power Steering Belt □ OK □ N/ ATTN Heater/Defroster: Proper function □ OK □ N/ ATTN
Water Pump Belt □ OK □ N/ ATTN Air Conditioning: Proper Function □ OK □ N/ ATTN
Alternator Belt □ OK □ N/ ATTN Wipers: Secure; No damage; Operational □ OK □ N/ ATTN
Air Compressor Belt □ OK □ N/ ATTN Accelerator: Not damaged, loose, or sticking □ OK □ N/ ATTN
Leaks: Under engine for coolant, power steering, □ OK □ N/ ATTN Voltmeter: Check for cracks and cleanliness; Amps/volts □ OK □ N/ ATTN
transmission, & oil leaks should come to normal within seconds
Fuel Level: Fuel tank at ½ fuel or more □ OK □ N/ ATTN Emergency Exits: Check function of all exits inside & out □ OK □ N/ ATTN
Fuel Cap: Secured properly □ OK □ N/ ATTN including warning devices
Dash Lighting Indicators/Safety Signals Check for function □ OK □ N/ ATTN
Suspension: Not leaning to one side □ OK □ N/ ATTN Interior Light □ OK □ N/ ATTN
Lights: Check for function: High/Low Beam Indicator □ OK □ N/ ATTN
Left/Right Turn Signals □ OK □ N/ ATTN Left/Right Turn Signal Indicator □ OK □ N/ ATTN
Headlights (High and Low) □ OK □ N/ ATTN 4-way Flasher Indicator □ OK □ N/ ATTN
Clearance Lights □ OK □ N/ ATTN Engine: When running engine sounds normal □ OK □ N/ ATTN
4-way Flashers □ OK □ N/ ATTN Safety/Emergency Equipment □ OK □ N/ ATTN
Reverse Lights & Beeper □ OK □ N/ ATTN Spare fuses □ OK □ N/ ATTN
Brake Lights □ OK □ N/ ATTN Extinguisher charged/mounted □ OK □ N/ ATTN
Reflectors □ OK □ N/ ATTN Three Reflective Triangles □ OK □ N/ ATTN
Destination Sign: Front, Side, & Keypad □ OK □ N/ ATTN Accident Kit (Insurance/Registration Cards) □ OK □ N/ ATTN
Mirrors/Windshield: Proper adjustment, □ OK □ N/ ATTN Seat Belt Cutter □ OK □ N/ ATTN
cleanliness, no cracks, illegal stickers First Aid Kit □ OK □ N/ ATTN
Biohazard Spill Kit □ OK □ N/ ATTN
Working flashlight □ OK □ N/ ATTN
CDL Air Brake, (Check if applicable) □ OK □ N/ ATTN Accessibility Lift: Lift Doors □ OK □ N/ ATTN
Air Storage Tank and / or Service Brake □ OK □ N/ ATTN Lower and Raise Lift 1 Full Cycle □ OK □ N/ ATTN
Low Pressure Light & Buzzer □ OK □ N/ ATTN Front & Rear Guards have proper function □ OK □ N/ ATTN
Tires and Wheels Wheelchair Securements: All floor securements, lap belts, □ OK □ N/ ATTN
and shoulder belts in good condition with proper function
Front Tire Tread: At or beyond wear Front Left □ OK □ N/ ATTN Passenger Stop Request: (if applicable) Proper Function □ OK □ N/ ATTN
bar, uneven wear, correct pressure
Front Right □ OK □ N/ ATTN Fare Box: Proper Function □ OK □ N/ ATTN
Rear Tires Tread: At or beyond wear Rear Left □ OK □ N/ ATTN Passenger Entry: Steps and handrails secure; Stairwell lights □ OK □ N/ ATTN
bar, uneven wear, correct pressure operational; Door has proper function
Rear Right □ OK □ N/ ATTN
All Tires: No cuts or bulges □ OK □ N/ ATTN Passenger Seating: Secure with no missing hardware; seat □ OK □ N/ ATTN
Rims: No bends, cracks □ OK □ N/ ATTN belts are operational and not damaged or frayed
Lug Nuts: No missing, loose nuts or rust □ OK □ N/ ATTN Body Damage: Use diagram to label and describe □ OK □ N/ ATTN
Vehicle Safety Defects Found: No YES, if yes do not operate vehicle until cleared by
the mechanic.
Policy and Procedure Manual
VEHICLE FUELING AND CLEANING
PURPOSE
This policy was developed to ensure the proper and safe fueling of
(Name of Transit System) vehicles and to establish fueling
protocols to ensure accountability and compliance. To ensure that
all vehicles are fueled safely, and all vehicles are cleaned on a
regular schedule to present a positive image in the community.
APPLICABILITY
VEHICLE FUELING
Transportation operators should fuel vehicles at the end of each
day’s routes, and before returning the vehicle to the transit facility.
Additionally, transportation operators are responsible to monitor
the fuel level in their vehicles at all times. When beginning a shift,
if the fuel level is below full, the vehicle should be fueled to ensure
a full tank before beginning service.
Transportation operators must contact the dispatcher to advise

when they will be out of the vehicle to fuel the vehicle.
When fueling the vehicle, observe the following safety procedures:

◆ Set the parking brake.
◆ Place the transmission in park.
◆ Shut off the engine.
◆ Vehicles should never be fueled with passengers onboard.
◆ Never leave the vehicle unattended while at the fuel pump.
◆ Use of the 2-way radio while fueling is prohibited.
When fueling is complete, contact the dispatcher and inform him/her of

your vehicle mileage, the number of gallons of fuel purchased, and the
161
total cost of the fuel purchased. This information should also be noted
on the daily pre-trip inspection form and/or fuel log.
The fleet operated by (Name of Transit System) uses two types of

fuel: gasoline and diesel. The vehicle must be checked before fueling
to verify the specific type of fuel used by that vehicle. Serious engine
damage resulting in vehicle downtime can occur if the improper fuel
type is used in a vehicle.
To make fuel purchases, you will be issued a fuel card or credit

card strictly for the purposes of fueling (Name of Transit System)
vehicles. The purchase of fuel for a personal vehicle or the
purchase of incidental items such as food or drinks is prohibited.
(Name of Transit System) vehicles must have no less than ¾ tank of

fuel when the transportation operator returns the vehicle to the bus
barn at the end of day’s service. (Name of Transit System) vehicles
may be fueled between runs, but never when passengers are on
board.
Transportation operators must request permission from the

dispatcher before proceeding to a station to fuel their vehicle. All
vehicles are to be fueled at the (Name of Approved Fueling Center).
All transit operators must obtain the receipt, which indicates the
total gallons, date, and cost of fuel purchased. The transit operator
must sign the receipt before filing it in the vehicle’s logbook and the
provided folder for maintaining fuel receipts.
The miles per gallon will be calculated using the receipts for each
vehicle every month to aid with identifying operational costs for
annual budgetary purposes and to monitor use. Any (Name of
Transit System) vehicle which demonstrates a significant decrease
in the miles per gallon achieved will be required to have a
maintenance check to identify the reason for the drop in miles per
gallon.
VEHICLE CLEANING
All (Name of Transit System) vehicles will have the interior of the
vehicle cleaned daily, and the outside of the vehicle will be cleaned
weekly unless circumstances such as weather
162
requires additional cleaning. It is the primary responsibility of the
transit operator to ensure the cleanliness of their assigned vehicles
and to complete the daily interior cleaning per this policy.
The exterior of the vehicle will be cleaned each Saturday, weather

permitting, by assigned transportation personnel or at approved
locations. Transit operators may be asked to clean the exterior of the
vehicle during downtime. Cleaning supplies will be available in the
transportation office. It is the responsibility of the Transit Director
to assure cleaning supplies are available to transit operators. Transit
operators may be provided petty cash to take smaller transit
vehicles to an approved car wash. (Petty cash procedures will be
followed.)
Random inspections of (Name of Transit System) vehicles will be

conducted by transit supervisory personnel to ensure policy
compliance, and to ensure (Name of Transit System) vehicles exhibit
the professional image expected by the community. Failure to
maintain a vehicle’s cleanliness could result in disciplinary action.
163
PREVENTATIVE MAINTENANCE AND WORK ORDERS
PURPOSE
To establish a quality preventive maintenance policy and procedures
that will ensure safe, reliable vehicles and will lower operating costs.
This policy establishes the procedure for instituting and
administering a preventative maintenance policy that meets or
exceeds manufacturers’ recommendations. Please see the (Name of
Transit System) Preventative Maintenance Plan for specific
preventative maintenance requirements and intervals.
APPLICABILITY
PROCEDURE
Each transit operator is responsible for reporting to the
Dispatcher/Scheduler or Transit Manager when any maintenance is
identified during their pre-trip or post-trip inspections, and/or when
issues are identified during operation.
The Transit Manager is ultimately responsible for ensuring the
(Name of Transit System) Preventative Maintenance Plan is
followed and for tracking maintenance intervals.
A sticker stating the mileage when the next oil change is required
will be placed in the upper left-hand corner of the windshield. The
transit operator should note the starting mileage and notify
management if the maintenance interval is due, and the vehicle has
not already been scheduled for preventative maintenance. Please
see (Name of Transit System) Transit Provider’s maintenance plan
for individual vehicle’s preventive maintenance schedule.
The Transit Manager must log all maintenance activities into the
individual vehicle maintenance log. The log must include activity
performed, date of maintenance activity, and mileage of the
vehicle at the time of each maintenance activity, as well as total
164
parts and labor cost.
All preventive maintenance and repairs to lifts and ramps must

be documented on the vehicle’s maintenance log. Repairs to the
lift must be conducted by a Braun-certified maintenance
facility.
WORK ORDER REQUEST

Transit operators should take caution to not report vehicle issues
or defects over the two-way radio unless an emergency dictates
immediate communication of the issue or defect.
Transit operators that have identified a maintenance issue or vehicle

defect that requires attention must document the finding on their
pre-trip or post-trip inspection form. In the event, the issue or defect
is identified during operation and is reported directly to dispatch or
the Transit Manager, the transit operator must still document the
event on their pre-trip or post-trip inspection report. The forms are
to be turned in at the end of the driver’s shift.
For emergency or unsafe situations in which repairs must be made

immediately, please follow the Road Call and Vehicle Breakdowns
policy and procedures included in this manual. The Transit Director
is responsible for reviewing repair requests and ensuring vehicles
are scheduled for service.
165
ACCIDENTS AND INCIDENTS
PURPOSE
This policy establishes the procedure for (Name of Transit System)
employees in responding to, and handling incidents and accidents
involving a revenue service vehicle. All (Name of Transit System)
employees are to maximize care in the performance of their duties,
and in preventing incidents and accidents. In the event an incident or
accident occurs involving a revenue service vehicle, the following
procedures are required to be followed by all (Name of Transit
System) employees.
DEFINITIONS
Accident: Any circumstance involving a transit vehicle, whether in
revenue service or not, and/or secondary vehicle(s) resulting in
damage to one or more vehicles, property, or bodily injury and
requiring the response of local law enforcement and/or
emergency services personnel.
Incident: Any circumstance involving a transit vehicle, whether in

revenue service or not, resulting in damage to the transit vehicle
and/or Agency property, bodily injury to a passenger or employee,
or violation of any policy on prohibited behavior (i.e. disruptive
behavior, prohibited items brought on board, etc.).
PROCEDURE FOR ACCIDENTS

All transit operators, dispatchers, mechanics, supervisors, and
Directors must report all accidents to the Executive Director as soon
as possible. The INDOT/RTAP accident report must be completed
and submitted to INDOT/RTAP with 24 hours of the occurrence.
All transit operators involved in an accident must perform the
following actions:
◆ Check for personal injury
166
◆ Check all passengers for injury
◆ For all accidents involving secondary vehicles, check the
driver and passengers of the second vehicle for injury
◆ If the vehicle(s) is in operational condition, move
to a safe area not obstructing the flow of traffic
◆ Notify dispatch of the accident
 If the transit operator has a cellular telephone, either
business or personal, notify local law enforcement
and emergency services personnel, if required.
 If the transit operator does not have a cellular
telephone, inform dispatch that local law enforcement
and emergency services personnel are required, and
provide accurate location information, including the
nearest crossroads to ensure a timely response of first
responders. Monitor radio traffic for requests of
additional information, if necessary.
◆ Remain at the scene until released by law enforcement or
emergency services personnel
◆ If necessary, make towing arrangements
 If the transit vehicle requires tow services, the
responding Supervisor/Director will make
arrangements.
 If an involved secondary vehicle(s) requires tow
services, the driver/owner of that vehicle will
be responsible for arrangements.
 If no Supervisor/Director can respond, inform
dispatch that towing services are required.
◆ Complete the required accident investigation documentation
and obtain witness information for investigative purposes (if
applicable)
◆ The responding supervisor must complete the post-accident
determination to identify if the accident meets thresholds
requiring a post-accident test
167
PROCEDURE FOR INCIDENTS
All transit operators are required to report all incidents to the
Supervisor/Director as they occur. If it is not possible to report the
incidents as they are occurring, the incident must be reported when
the transit operator returns to base or within twenty-four hours from
the occurrence, whichever is most feasible.
All transit operators involved in an incident must perform the
following action:
◆ Check for personal injuries
◆ Check all passengers for injury
◆ Notify dispatch of the incident. If required, inform dispatch
that local law enforcement and emergency services
personnel are required, provide accurate location
information, including the nearest crossroads, to ensure a
timely response of first responders. Monitor radio traffic
for requests for additional information
◆ If the transit operator is unable to contact dispatch and the
transit operator has a cellular telephone, either business or
personal, notify local law enforcement and emergency
services personnel if required
◆ If passengers are on board and the vehicle is operational:
 Complete assigned trips, informing dispatch that
a vehicle incident has occurred.
 After the final passenger has debarked, park the vehicle
in an area as not to obstruct the flow of traffic.
 Complete an Incident Report Form.
 Submit the Incident Report form with all manifests at
the end of the shift.
◆ If no passengers are on board and the vehicle is operational:
 Park the vehicle in an area as not to obstruct the flow of traffic.
170
◆ If the vehicle is inoperative:
 Inform dispatch that a vehicle incident has occurred.
 Request a back-up vehicle.
 Inform dispatch that tow services are required.
(Name of Transit System) has developed a Safety Committee to
evaluate safety risks associated with the transit offices, vehicles,
routes, stops, and training. All incidents and accidents must be
reported to the Safety Committee as soon as possible. The Safety
Committee will complete an investigation of all incidents and
accidents and prepare a report of the circumstances that led to the
occurrence. The Safety Committee will also prepare
recommendations for eliminating or reducing the risks identified
during the investigation.
The Safety Committee will conduct an investigation and report all

findings and recommendations to the Transit Director within 30 days
of the incident or accident. Recommendations that required
immediate action will be noted on the Safety Committee’s report. The
Transit Director will review the Safety Committee’s findings and
recommendations and take necessary and appropriate action to
reduce or eliminate any risk identified during the investigation. Each
recommendation will be documented with the action taken by the
agency.
The Safety Committee will be provided a copy of the actions taken

within 120 days of receipt of the findings and recommendations.
RECORDS
A record for every incident and/or accident will include
copies of the following:
◆ Incident/accident report
171
◆ Copy of the post-accident determination in the event a
revenue service vehicle is involved
◆ Copy of the incident/accident investigation report
prepared by the Safety Committee
◆ Police report (if applicable)
◆ A copy of the Safety Committee recommendations for
reducing or eliminating the risk identified during the
investigation
◆ Insurance report and related correspondence
◆ Copies of witness and passenger statements (if applicable)
172
INJURY ON THE JOB
PURPOSE
This policy establishes the procedure for (Name of Transit
System) employees who sustain an injury while on duty, and
the reporting requirements associated therewith.
PROCEDURE
Safety is paramount to the efficient and effective operations of (Name
of Transit System), and every employee shares responsibility in
reducing incidents and accidents by maximizing care in the
performance of their duties. To reduce or eliminate incidents and/or
accidents, every (Name of Transit System) employee must:
◆ Report all unsafe practices or conditions to the Transit Director;

◆ Use proper judgment to avoid accidents;
◆ Participate in all safety training;
◆ Become familiar with, and operate within, all safety
procedures for the assigned work activity;
◆ Notify the Transit Director when taking medications that
may impair physical or mental alertness and affect the
ability to perform a job safely;
◆ Use or wear protective equipment at all times and obtain
replacements for such equipment when damaged or
otherwise unserviceable;
◆ Notify appropriate emergency services for all injuries
requiring immediate medical attention;
◆ Promptly report all work-related injuries and accidents to
the Transit Director;
◆ Accurately complete an Employee Statement on appropriate
accident reports and submit to the Transit Director
immediately.
(Name of Transit System) has developed a Safety Committee to

evaluate safety risks associated with the transit offices,
vehicles, routes, stops, and training. Additionally, the safety
committee will be responsible for investigating all incidents
173
and accidents and preparing a report of the circumstances that
led to the occurrence. The Safety Committee will also prepare
recommendations for eliminating or reducing the risks
identified during the investigation.
The Transit Director will provide the Safety Committee a copy of

pertinent information and documentation regarding any injury to
any employee or passenger sustained while on duty within 24
hours of the injury.
The Safety Committee will conduct an investigation and report all

findings and recommendations to the Transit Director within 30 days
of the injury.
Recommendations that required immediate action will be noted on
the Safety Committee’s report. The Transit Director will review the
Safety Committee’s findings and recommendations and take
necessary and appropriate action to reduce or eliminate any risk
identified during the investigation. Each recommendation will be
documented with the action taken by the agency.
The Safety Committee will be provided a copy of the actions taken

within 120 days of receipt of the findings and recommendations.
RECORDS
A record for every incident and/or accident will include
copies of the following:
◆ Incident/accident report
◆ Copy of the post-accident determination in the event a
revenue service vehicle is involved
◆ Copy of the incident/accident investigation report
prepared by the Safety Committee
◆ Police report (if applicable)
◆ A copy of the Safety Committee’s recommendation for
reducing or eliminating the risk identified during the
investigation
◆ Insurance report and related correspondence
◆ Copies of witness and passenger statements (if applicable)
174
SAFETY EQUIPMENT
PURPOSE
The safety equipment available on call (Name of Transit System)
must be inspected daily during the pre-trip inspection, and this
policy specifically addresses each piece of safety equipment, its
inspection, and use. All deficiencies identified with safety
equipment should be identified on the pre-trip inspection form, and
be immediately reported to dispatch or the transit manager.
BLOODBORNE PATHOGENS KITS
Bloodborne Pathogen Kits (BBP) are available in each vehicle and are
equipped with the necessary supplies for cleaning vomit, blood, and
other bodily fluids. BBP kits are located near the front of each bus, in
the rear cargo area of each minivan, and in the trunk of each sedan.
Standard items found in BBP kits include, but are not limited to, the
following:
◆ Disposal vinyl gloves (minimum of two pair);
◆ Puncture-resistant utility gloves;
◆ Paper towels;
◆ Dustpan and brush;
◆ Tongs for picking up large sharps;
◆ Commercial disinfectant spray or foam that is effective on
HIV-1 or Tuberculosis;
◆ Two fluorescent orange or orange-red bags
with “BIOHAZARD” printed on a contrasting
color;
◆ Two additional plastic bags in which the first bag can be
placed if the first orange/orange-red bag is contaminated
by bodily fluid;
◆ Solidifying powder or kitty litter or commercial absorbent powder;
◆ Face masks that cover mouth and nose or mouth only if a
face shield is used;
◆ Goggles;
◆ Antiseptic hand wipes;
◆ A container for sharps (stored with the kit or near kit). The
175
the container must be sealable, leak-proof, puncture-resistant,
and cleanable; and
First Aid Kits

First aid kits are also located near the front of each bus, in the rear
cargo area of each minivan, and in the trunk of each sedan. The first
aid kit must also be inspected daily to ensure all contents are there,
and that no contents have expired. A 3x5 card should be taped to the
inside of the first-aid kit identifying the date of expiration with any
items that contain an expiration date. This will enable drivers to
identify expired items and request replacements efficiently and
accurately. Transit operators should also take note of damaged
items that may be contaminated due to broken packaging, and
request a replacement for those items. Standard items found in first
aid kits include, but are not limited to, the following:
♦ Wire Scissors ♦ 1 oz. Eyewash

♦ (16) 1" x 3" Plastic Poly ♦ (2) 5" x 9" ABD Sterile
Bandages Bandages
♦ 1/2 x 2-1/2 Yard Adhesive ♦ First Aid Handbook
Tape ♦ Eye Pads
♦ Burn Cream w/Lido - 0.9 ♦ Non-Sterile Triangular
grams Bandage & Pins
♦ 3" x 3" Sterile Gauze Pad ♦ Disposable Tweezers
♦ Insect Sting Relief Wipes ♦ 2" Stretch Roller Gauze
♦ Ammonia Wipes ♦ Triple Antibiotic - 0.5 grams
♦ Antiseptic Towelettes ♦ CPR Mask
♦ Disposable Vinyl Gloves ♦ 4" x 4" Burn Aid Dressing
♦ Ice Pack ♦ Hand Sanitizer
♦ Plastic Case
When performing the daily pre-trip vehicle inspection, every (Name

of Transit System) transit operator is required to ensure that each
BBP and first aid kit has all the necessary materials. If any kit needs
supplies (e.g., supplies used, damaged, missing, expired, or
otherwise unusable) please notify the dispatcher immediately.
Gloves must be replaced frequently due to deterioration caused by
prolonged storage periods. Any medication (i.e., Tylenol, Motrin)
identified in the first aid kits should be removed. (Name of Transit
System) has a strict policy against providing any medication to a
passenger.
176
EMERGENCY TRIANGLES
Each vehicle has three (3) red reflectors (triangles) located near
the front of each bus, in the rear cargo area of each minivan, and in
the trunk of each sedan. The reflectors must be used both during
daylight hours and at night. The following prescribes the method
for deploying the emergency triangles based on the type of
roadway where the emergency occurs:
◆ Two-Lane Road
 Place one triangle 100 feet behind the vehicle in the
center of the obstructed lane
 Place the second triangle 10 feet behind and to the
traffic side of the vehicle
 Place the third triangle in the obstructed lane 100 feet
ahead of the vehicle
◆ Divided Highway
 Place one triangle 200 feet behind the vehicle on the
right side of the obstructed lane
 Place the second triangle 100 feet behind the vehicle in
the center of the obstructed lane
 Place the third triangle 10 feet behind and to the
traffic side of the vehicle
◆ On a Curve or Hill
 Place triangles anywhere they will provide adequate
warning to oncoming traffic
The transit operator should wear the provided reflective vest

whenever a roadside emergency occurs or when the operator
must be in the roadway.
Emergency triangles should be removed from their storage

container and inspected to ensure each triangle is in proper,
working condition. They can become broken in the storage
container rather easily, and unless inspected regularly, could place
the transit operator, vehicle, and passengers in a dangerous
situation.
FIRE EXTINGUISHER
All vehicles are equipped with a 5lb. class ABC portable fire extinguisher.
177
*All vehicles are required to contain at a minimum 5lb.
extinguisher; however, it is highly recommended that all vehicles
contain a 10lb. extinguisher.
As part of the daily pre-trip inspection, all certification tags

associated with fire extinguishers must be up-to-date, including the
annual inspection and the five-year hydrostatic testing required for
each unit. All agency fire extinguishers are to be inspected as part of
the annual maintenance inspection. However, transit operators are
required to inspect the fire extinguisher onboard each transit
vehicle during their daily pre-trip inspection. Other parts of the
extinguisher that must be inspected include:
◆ An examination of the extinguisher for obvious
physical damage, corrosion, or leakage.
◆ Inspect for a clogged, damaged, or broken nozzle.
◆ Confirm the pressure gauge or indicator is in the operable
range or position, and lift the extinguisher to ensure it is
still full.
◆ Periodically turn the extinguisher upside down or shake to
keep the extinguishing agent inside the cylinder from
“packing” in the bottom.
◆ Ensure the pin is in place, is not bent and the safety tag is not broken.
◆ Make sure the operating instructions on the nameplate are
legible and facing outward.
◆ Ensure the extinguisher is actually “secured” in the mounting bracket.
Employees are not required to fight a fire. If there is the slightest
doubt about control of the situation, DO NOT FIGHT THE FIRE.
Use a mental checklist to make a Fight-or-Flight Decision. Attempt
to use an extinguisher only if ALL of the following apply:
◆ Dispatch and emergency personnel have been contacted. The
vehicle is evacuated. The fire is small, contained, and not
spreading beyond its starting point. The exit is clear, there is
no imminent peril, and you can fight the fire with your back to
the exit. You can stay upwind or low and avoid smoke. Smoke
inhalation must be avoided since only a small amount of toxic
smoke can render the operator unconscious. The proper
extinguisher is immediately at hand.
178
◆ You know how to use the extinguisher.
Whenever possible, use the "Buddy System" to have someone back

you up when using a fire extinguisher. If you have any doubt about
your safety, or if you cannot extinguish a fire, leave immediately
and close off the area (close the doors, but DO NOT lock them).
Please see the Emergency Evacuations policy for further protocol
on how to respond to an emergency.
Training and use of fire extinguishers will be addressed during safety
training, but at a minimum, transit operators must understand the
proper use of these devices. Direct the extinguisher at the base of the
flames and implement the following P.A.S.S. method:
P A S S
Pull the pin on the Aim the hose at the Squeeze the handle of Sweep from side to
extinguisher handle. base of the flames from the extinguisher. Do side. It is important
a safe distance. Keep not squeeze the handle not to aim the nozzle
in mind that the until the entire at one point, rather
farther away from the canister has emptied; spread the material
base of the flames, the rather two to three- over the entire
less second bursts as affected area.
effective the needed.
extinguishing material.
Note: Extinguisher material is expelled at a very low temperature. Avoid

inhaling material, prolonged exposure with skin, or contact with eyes.
Any fire extinguisher that has been discharged as means of

training, responding to an emergency, or by accident must be
immediately removed from service and properly inspected and
recharged
SEAT BELT CUTTERS
Seat Belt Cutters provide transit operators with an important tool
for freeing passengers in an emergency evacuation situation. The
seat belt cutter should be easily accessible to the transit operator,
but not easily accessible to passengers. Each transit operator must
ensure the seat belt cutter is present and in good working order
during each pre-trip inspection.
179
EMERGENCY EVACUATIONS
PURPOSE
This policy was developed to establish emergency evacuation
protocols for transportation operators. Transit operators are
expected to utilize their professional judgment and these
procedures when making determinations about passenger safety.
APPLICABILITY
EVACUATION PROCEDURES
Vehicle accidents and/or incidents can occur at any time and, as
such, transportation programs and staff must be prepared to deal
with such emergencies. No policy, procedure, or training program
can address what a transit operator must do in every potential
emergency but can provide guidance and basic protocols for
responding to such situations.
Remember, your priority in any emergency is to protect your

passengers and yourself. In the event of a fire or collision that
requires evacuation of the vehicle, you should follow the
following steps:
◆ Open the best usable exit, face the passengers, and get their attention.
Explain that there is an emergency and that they must
evacuate the vehicle immediately.
◆ Give clear directions to the passengers, telling them which
exit to use and pointing to the exit(s).
◆ Direct the evacuation advising, if necessary, not to push.
◆ Ask an able-bodied passenger to stand outside the front door
to account for the passengers and to assist them if necessary.
◆ Ask another able-bodied assisting passenger to take the
passengers to a safe place that you designate, at least 100 feet
approximately 40 paces) from the vehicle.
180
 The designated place should be located upwind of the
vehicle and out of the roadway
◆ Keep the passengers in a group and safely away from the
vehicle, traffic, and any other hazards.
◆ Assist passengers with disabilities.
 You should evacuate a passenger who is utilizing a
mobility aid only if it is more dangerous to leave them
on the bus (e.g., fire, fuel leak, explosion, bomb threat,
traffic hazard, physical peril).
 Use the lift or ramp, if available (you may have to use
the manual function of the lift).
◆ If time or situation does not allow the use of the lift, save the life first.
Remove the passenger from their mobility aid and drag
them to the nearest exit. If an able-bodied passenger is
available, request assistance with removing the passenger
from the vehicle to speed the extrication and reduce
potential injury to yourself.
 If every passenger has been safely evacuated, and it is
safe to do so, attempt to retrieve their mobility aid and
assist them back into their device.
◆ If safe to do so, check the vehicle to ensure that no one is left behind.
◆ Remain calm during the evacuation proceedings. Your
passengers will look to you for direction, and they will be
less likely to panic if you remain calm.
◆ If you have not done so by now, call for assistance. If you are
unable to make the call, direct one of your passengers to call
911 for assistance.
◆ In the event of a fire, and if safe to do so with an exit at your
back approaching from the upwind side, attempt to put out
the fire with the fire extinguisher.
 If the vehicle is fully engulfed, or it is not safe to
approach, stay with your passengers and wait for
first responders to arrive.
◆ If able to access them, position the emergency reflectors to
secure the vehicle and the scene.
As previously stated, this policy outlines the basic procedures for

evacuating a vehicle. Transportation operators must use good
judgment regarding the safety of passengers and consult
management regarding any perceived issues that may impact the
safe evacuation of passengers in an emergency.
181
RESPONSIBILITIES
The Transportation Manager is responsible for training staff in
the implementation of this emergency evacuations policy. The
Transportation Manager is responsible for an annual review of
the policy to verify the accuracy of the procedures
recommended.
182
INCLEMENT WEATHER
PURPOSE
The purpose of this plan is to provide information, policies, and
procedures for transit system personnel to use in the event of severe
inclement weather conditions to protect transit employees,
passengers, and property. It describes the underlying goals of the
plan, the definition of a severe inclement weather event, the
responsibilities of the various transit system and other city
personnel, appropriate coordination activities with other agencies,
and procedures for testing and updating the plan.
APPLICABILITY
DEFINITIONS
Severe Inclement Weather Conditions/Events - For the purposes of this
document, “severe inclement weather” is defined as follows: Weather
conditions involving rain, snow, sleet, ice, and/or winds of sufficient severity
to restrict or prevent normal transportation operations on roadways, or
threaten the safety of transit passengers and employees. Severe inclement
weather conditions may result in flooding, icing, high wind conditions, or
blockages of highways that disrupt or prevent normal transit operations.
Examples of severe inclement weather include snow and ice storms,
hurricanes, nor’easters, and tornadoes.
PROCEDURE
The primary responsibility for continuing transit service during
inclement weather lies with (Name of Transit System), as a
program of the (City, County).
The Transit Manager is responsible for monitoring storm warnings, and

soliciting information from City and County Emergency Management and
Transit Operators to make informed decisions about reducing or halting
services. The Transit Manager will communicate threats and possible unsafe
183
conditions with dispatchers and transit operators in as timely a manner as
possible so that preparations can be made to ensure continued transit service.
If driving conditions decline to the extent that bus service must be altered, the
Transit Manager will advise the Transit Director (Mayor, County, etc.) of
his/her recommendations for continued service.
The Transit Administrator will be responsible for preparing

press releases and contacting all media regarding bus services
during inclement weather events when bus service is impacted.
REPORTING FOR DUTY

All (Name of Transit System) staff scheduled must report to work as
soon as safely possible unless notified otherwise by the Transit
Manager. Unless closed or adjusted by the Transit Manager, (Name
of Transit System) should be considered to be open during normal
operating hours and all staff are responsible for their regularly
assigned duties. It is recognized that in some cases travel may be
hazardous even though closing is not warranted. In those cases, staff
are advised to take all reasonable precautions in coming to work
given his/her circumstances. Staff unable to safely report for duty
must advise the Transit Manager as soon as possible.
CONTINUATION OR SUSPENSION OF SERVICE

(Name of Transit System) service will be continued to the degree
possible, consistent with reasonable safety, during inclement
weather conditions.
Rather than discontinuing service in total, service may be curtailed

on minor streets or in impassable areas. Service will continue to
operate along thoroughfare portions of (Name of Transit System)
service areas that are normally kept open by plowing or salting.
It may be necessary to temporarily discontinue service in cases of

heavy sleet or ice when major thoroughfares are glazed and
temperatures are such that glazing is not likely to disappear. Service
may also need to be temporarily discontinued in the case of
snowstorms, where the accumulation of unplowed snow on major
thoroughfares has reached the point that buses cannot maneuver
safely. Such discontinuation of service shall be as brief as possible
184
and subject to the approval of the Transportation Director. (Name of
Transit System) will suspend all operations during a level 3 weather
emergency.
The establishment of transit service detours will be based upon a

recommendation of the Transit Manager. Service detours will be
released to the media during any specific storm condition. These
include “abbreviated routes” (where bus service has been curtailed
in certain areas which have caused hazardous driving conditions),
and “major thoroughfare routes” (when driving conditions have
become so severe that buses can run only on the major roads).
Requests requiring urgent medical and life-sustaining treatment

that cannot be safely accommodated by transit will be referred to
other modes, including ambulances.
Inclement Weather Threat Level Determination

Level 1 - Snow and Ice Routes—Regular. All routes will be
operated. However, travel may be restricted on side streets. If
travel is restricted on side streets and only the main streets near
those side streets will be served. Passengers on side streets will
have to walk out to these main streets for service.
Level 2 - Snow and Ice Routes—Limited. Side streets will be

detoured until conditions improve. Passengers on side streets will
have to walk out to the main streets for service.
Level 3 - No service.
SUSPENSION OF SERVICE
(Name of Transit System) will make every effort to ensure that
service can be provided as requested; however, the safety of
passengers and drivers will not be compromised. Therefore, (Name
of Transit System) reserves the right to contact any agency or
passenger to revise, cancel or reschedule trips in the event of severe
inclement weather conditions.
PLAN UPDATES
(Name of Transit System) will review and update as needed the
severe inclement weather policy, but no less than annually. The
Transit Manager will be responsible for conducting the plan update.
185
Copies of the updated plan will be distributed to other agencies that
are involved in conducting coordinated severe weather activities
with the transit system.
SEVERE WEATHER /TORNADO

In the event of a severe weather warning, the Transit Manager will
monitor weather radar and notices and advise transit operators of
any potential threat, and when to seek shelter if necessary. Transit
operators must use their professional judgment and notify dispatch
immediately if severe weather is impacting the safety of the route.
If a tornado warning is sounded or broadcast, staff will immediately

report to the designated shelter. If transit operators are in vehicles,
the operator and passengers should exit the vehicle and seek shelter
in a ditch, under a bridge, in the basement of a nearby building, or
the safest possible place given the situation.
If possible, continue monitoring local weather reports. Management

will determine when personnel and vehicles can return to a normal
operating status. If vehicles have sustained any damage from wind or
windblown debris, they should be removed from service, inspected,
and repaired as appropriate before being placed back in service.
FLOODS AND FLASH FLOODING

In the event of flooding in the area or the potential for flash
flooding, the Transit Manager or dispatcher will inform drivers
that the following emergency flood preparedness measures are
to be taken:
◆ Management will determine when and if transit services

need to be discontinued.
◆ Vehicles that are parked in areas that could flood must be

moved to high ground if possible.
◆ In case of flash flood warnings, transit operators on the road

must avoid known flood areas. Never attempt to crossroads or
bridges that are flooded. If your vehicle stalls because of high
water, it is generally safer to stay in the vehicle and radio for
emergency help rather than try to walk through fast-flowing
water.
186
l

INVENTORY
PURPOSE
To comply with local, state, and federal regulations requiring an
inventory system to be established and maintained to ensure the
proper management and tracking of assets for (Name of Transit
System).
APPLICABILITY
PROCEDURE
The inventory system will track all assets including vehicles, radios,
and office and garage equipment used by (Name of Transit System)
to provide transportation services. The Transit Manager will be
responsible for establishing and maintaining the inventory system as
well as fulfilling all local, state, and federal reporting requirements.
The inventory and disposition system will track information for each
non-consumable (Name of Transit System) asset with a purchase
price of $500 (or Agency specified amount) or greater and a useful
life of at least one year.
Information to be tracked for each asset will include:

♦ Location,
♦ Quantity,
♦ Description,
♦ Inventory number,
♦ Purchase price,
♦ Grant number (if applicable),
♦ Date placed in service (for vehicles),
♦ State and federal share of purchase (if applicable),
♦ Date purchased,
187
♦ Vendor purchased from,
♦ Date removed from service (for vehicles),
♦ Disposal date, and
♦ Funds generated by disposal (if applicable).
The Transit Manager or designee will conduct a full and accurate

physical inventory to be taken annually of all assets acquired,
updated, or disposed of the previous calendar year. The annual
physical inventory must be completed by January 31 of each year
for the previous year (January 1 through December 31).
Copies of the completed updated annual inventory will be

provided to the Fiscal Department and the Governing Board by
February 1 of each year.
Additional copies of the annual inventory will be made available to

any other state and federal entities who formerly request a copy.
188
EQUIPMENT DISPOSITION
PURPOSE
This policy is intended to ensure the proper disposition of the assets
owned or operated by (Name of Transit System), and to comply with
local, state, and federal regulations. The following outlines the
procedures for disposition and will be reviewed annually to ensure
compliance and identify applicable revisions.
APPLICABILITY
PROCEDURE
All assets that have been determined to have reached the end of
their useful life or are no longer needed by (Name of Transit
System) for their original intended purpose will be reported to the
Governing Board as surplus and available for disposition.
The Governing Board will determine if the items reported by (Name

of Transit System) Transit Manager as surplus and available for
disposition are no longer needed or have reached the end of their
useful life. If the Governing Board determines that the surplus assets
are eligible for disposal, they will determine the fair market value of
the asset.
If the surplus asset to be disposed of has a fair market value of under

five thousand dollars, the surplus asset will be disposed of by one of
the following:
◆ Public auction with the time, place, and manner of sale to be

determined and advertised by the (Name of Transit
System);
◆ Selling the surplus asset by sealed bid to the highest bidder,
189
after giving at least ten days’ notice of the time, place, and
190
manner of sale by posting a printed notice in the local
newspaper and the transit office;
◆ If the surplus asset has a fair market value in excess of five
thousand dollars a legal notice with the time, place, and
manner of sale is to be published in a newspaper of general
circulation throughout the county at least ten days before
the sale, in addition to the requirements in paragraphs A and
B of this section; or
Vehicles are subject to the preceding surplus asset disposal. Also,

vehicles valued at or less than five thousand dollars may be
donated to other governmental agencies or nonprofit organizations
exempt from federal income taxation in compliance with 26 U.S.C.
501 (A) and (C) (3).
All funds generated by the disposal of surplus assets are to be paid

into the (Name of Transit System) Capital Reserve Account unless
they meet the criteria set forth in Disposition of State and Federally
Funded Assets (below).
PUBLIC TRANSIT SYSTEMS (SECTION 5311) STATE AND FEDERALLY FUNDED ASSETS
Disposition of vehicles, equipment, and real property that have
been purchased with state and federal funds through operating and
capital grants must be done in accordance with Indiana Code 36-1-
11 Disposal of Real or Personal Property.
These requirements include, but are not limited to the following:
◆ Disposition can be requested of vehicles, equipment, or real

property when the useful life has been met or before the end of
the useful life when extraordinary circumstances are involved.
◆ All requests for disposition must be submitted in writing to
(State)DOT before disposition.
◆ (State)DOT reserves the right to refuse disposition based on
apparent underutilization. If (State)DOT does not feel that the
vehicle, equipment, or real property has been used effectively,
(Name of Transit System) will be offered three options:
 Repay a prorated amount of the Federal and State shares of the vehicle,
equipment, or real property based on the original price;
191
 Require (Name of Transit System) to continue to operate or
use the vehicle, equipment, or real property; or
 Transfer the vehicle, equipment, or real property to another grantee.
◆ Real property and equipment with a current per-unit fair market value of
$5,000 or greater must also be disposed of in accordance with the
(State) Code. However, a written disposition plan must be
submitted to (State)DOT for review. Income from the disposition
must be retained by the grantee for the transit program.
(State)DOT will track equipment transfers in the Program of
Project (POP) reports that are submitted to the Federal Transit
Administration. Documented evidence that the income is being
used for the transit program must be provided to (State)DOT.
◆ (Name of Transit System) must submit a written request for
authorization to (State)DOT requesting permission to dispose of
any vehicle, equipment, or real property purchased using
Federal and State operating or capital funds.
◆ Real property and items of equipment with a current per-unit
fair market value of less than $5,000 must be disposed of in
accordance with (State) Code with no further obligation to
(State)DOT. Based on (State)DOT’s useful life policy, vans
reaching the threshold of 100,000 miles or four (4) years,
(State)DOT no longer has any financial interest in. (State)DOT
must be notified of all disposition actions.
Mid-life Sale of Vehicles (“Like-Kind Exchange”) grantees may elect

to use the trade-in value or the sales proceeds from a vehicle to
acquire a replacement vehicle of a like-kind. This option may be
undertaken before the end of the useful life of the vehicle. If a
grantee chooses to re-invest the proceeds, 100 percent of the net
proceeds must be applied to the acquisition of the replacement
vehicles.
192

FinalPolicy and Procedures Manual - INDOT Boilerplate - RL - l98pDq7uTjmrlt21axFC

Uploaded by

Copyright:

Available Formats

FinalPolicy and Procedures Manual - INDOT Boilerplate - RL - l98pDq7uTjmrlt21axFC

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

FinalPolicy and Procedures Manual - INDOT Boilerplate - RL - l98pDq7uTjmrlt21axFC

Uploaded by

Copyright:

Available Formats

1/1/2021 Policies and

Developed by: Indiana RTAP

Please refer to (Name of Transit System) Personnel Policies and

Understood and agreed:

Employee Signature Date

POLICY AND PROTOCOL REVIEW AND UPDATES

Procedure Change – any change(s) to operational procedures as

Content Change – any addition or deletion of a policy or procedure

Context Change – any change in the meaning of a specific policy or

Employee Notification – changes in policies and/or procedures that

Passenger Notification – changes in policies and/or procedures that

The annual review process may be broken down by topic category

EMPLOYEE NOTIFICATION CONTENT CHANGES

PASSENGER NOTIFICATION CONTENT CHANGES

All (Name of Transit System) staff are responsible for ensuring

LICENSE REQUIREMENTS TRANSIT OPERATORS

Currently, holding a CDL is not a requirement for employment with

Periodically, the transportation manager will review the job duties

◆ All employees will be provided a copy of their job description

SUMMARY- This position is a safety-sensitive position requiring the

Position: Driver (Less

SUMMARY - This position is a safety-sensitive position requiring the safe

◆ Regularly cleans the interior of the vehicle to maintain a

Note: These physical requirements are not meant to replace those

◆ Must have the ability to evaluate and determine proper

(Please insert any additional educational and/or certification

Position: Driver (More

SUMMARY - This position is a safety-sensitive position requiring the safe

◆ Operates a motor vehicle in the provision of public transit

Note: These physical requirements are not meant to replace those

EDUCATION AND/OR CERTIFICATIONS REQUIRED

(Please insert any additional educational and/or certification

"The physical demands described here are representative of those

SUMMARY - This position is a safety-sensitive position requiring the

◆ Keep vehicle maintenance area orderly and clean to

◆ Removes snow on system grounds as needed to ensure a safe working

◆ Operates fork-truck, as needed, in compliance with IOSHA/OSHA guidelines.

◆ Serves as a back-up driver to facilitate the timely pick-up and drop-off of

Note: If the agency's mechanic serves as a back-up driver, all

EDUCATION AND/OR LICENSE REQUIREMENTS

(Please insert any additional educational and/or certification

OPERATOR TRAINING REQUIREMENTS

NEW HIRE TRAINING

Additional training topics may be required and could include the

TRAINING DOCUMENTATION REQUIREMENTS

Employees are expected to attend periodic safety training, as

NEW HIRE TRAINING

◆ Policy and Procedures Manual

◆ Emergency Procedures and Evacuation – All transit

◆ Lift Procedures and Wheelchair Securement - All transit

◆ Transporting Individuals with Disabilities - In addition to

◆ Defensive Driving Course – Transit operators must complete

◆ On the Road Training - All new hires shall complete an on the

(NOTE: Some of the courses/subjects listed above are required training.

Funding Rural Transit Program (Section Specialized Transportation Program

Defensive Defensive driving course is required Defensive driving course is encouraged

Bloodborne Completion of bloodborne pathogens Completion of bloodborne pathogens

Wheelchair Wheelchair securement training is Wheelchair securement training is

Emergency Emergency Procedures and Emergency Procedures and