METRO SCAT POLICIES & PROCEDURES:

For a detailed copy of the policies and procedures, call METRO Customer Services at 330.762.0341.

1. A passenger who is ADA eligible will receive all Paratransit service under the guidelines and fare structure of the ADA rulings and this Authority’s ADA policies.

2. No-Show Policy 

Any trip scheduled but not taken due to passenger error.

Amounts and Penalties

• 2 no-shows in 30 days: Written warning via letter
• 1 no-show in the next 60 days: 15 day suspension
• 1 no-show in the next 90 days: 30 day suspension
• 1 no-show in the next 120 days: 60 day suspension

Any further no-shows will result in loss of SCAT eligibility

Actual policy language

SCAT passengers

All subsequent trips for the day after the 1st no-show are cancelled.

ADA passengers

All subsequent trips for that day not completed or cancelled by the passenger will also be logged as no-show, placing into effect the no-show penalties.

A passenger may appeal disputed penalties that result from this policy. Appeals must be received by the Customer Services Department within 30 days of the date of the sanction.

3. Late Cancels Policy

Trips not cancelled at least 45 minutes prior to scheduled pick up time will result in a no-show and the No-show Policy would then take effect.

4. Arrival Window Time

Passengers are required to be ready for departure 20 minutes before pick up. If the passenger is not ready the Wait Time Policy would take effect. If the passenger does not utilize the scheduled ride the No-show Policy would take effect.

5. Wait Time Policy

Passengers are expected to be ready and waiting for their ride at the front door of their house or in the lobby of a complex, apartment building or office. There is no requirement to wait if the operator arrives at or after the originally scheduled time of the trip. Operators are required to wait 5 minutes for a passenger if they arrive within the Arrival Window Time. The No-Show Policy would take effect if the passenger does not utilize the scheduled ride.

6. Passenger Assistance

In order to provide a value-added service, operators will assist passengers to and from the vehicle when it is requested and as long as the request meets the following. At no time shall the vehicle leave the sight of the operator. The operator will not enter the residence. Operators will assist with bags (see Bags Policy).

Assistance will not be given if the operator determines the area from the door to the vehicle to be unsafe for the passenger and themselves. This includes walkways not cleared of accumulated snow, ice or debris.

Assistance will not be given if steps or ramps appear not to be properly constructed or cared for. If the passenger does not concur with the operator’s professional determination of the area, he or she may call into the dispatch office and a supervisor will be dispatched to the address in question for a second opinion of the area in question. The supervisor will notify the passenger when the determination is made and proper documentation of the determination will be forwarded to the Customer Services Department.

7. Bags Policy

Operator will assist with 3 large or 6 small bags per trip, per passenger. Assistance with bags would be given upon request of the passenger. A bag would be defined as 1 large paper or plastic sack (weight not to exceed 10 lbs) or 2 small plastic bags (weight not to exceed 5 lbs each). (Any item meeting the preceding requirements may be substituted for a "bag".) Any passenger violating this policy will be given one (1) letter of warning. A second occurrence will result in denial of transportation.

Operators will assist with 1 basket of laundry. Laundry must be completely covered.

8. Fares

The ADA fare of twice the normal line service fare will be charged at all times for those passengers who are ADA qualified. If no fare is paid then a letter would be sent for a first offense, denial of the trip for the second offense as well as a no-show logged for that trip placing the No-Show policy into effect.

With the exception of the PCA (see PCA policy below) for a qualified ADA passenger all passengers and companions entering the SCAT vehicle will be required to pay the same fare as the qualified SCAT/ADA passenger that they are accompanying, regardless of age.

Employees and retirees of Metro Regional Transit Authority will be required to pay a fare as set forth in the Metro Fare Policy.

Other fare structures might be instituted such as for same day/emergency trips and changes and convenience trips (See Scheduling Policy).

9. PCAs and Companions

ADA defines a PCA as someone who provides assistance in activities of daily living for the passenger that he or she is unable to provide for him or herself. One (1) PCA must be allowed to ride at no charge per ADA law.

All SCAT/ADA passengers shall be allowed one companion rider regardless of age to accompany them at the current rate of the passenger fare. This companion must be made known to the Scheduler at the time the request for transportation is made. A companion may not be another SCAT rider. All eligible SCAT riders must schedule their trip separately under SCAT/ADA guidelines.

10. Service Animals

l Metro Line Service and SCAT/ADA vehicles will allow service animals to board their vehicles. Pets or companion animals will not be transported on Metro vehicles caged or otherwise.

The ADA defines a service animal as any guide dog, signal dog, or other animal individually trained to provide assistance to an individual with a disability. Service animals perform some of the functions and tasks that the individual with a disability cannot perform for him or her. "Seeing eye dogs" are one type of service animal, used by some individuals who are visually impaired.

The care or supervision of a service animal is solely the responsibility of his or her owner. The passenger and the service animal may be asked to exit the vehicle if the service animal’s behavior poses a direct threat to the health or safety of others.

11. Mobility Devices, Ramps, Curbs & Steps

Operators will assist passengers in manual mobility devices up or down one curb or standard size step. Operators will take an unoccupied, "common" (30"X48"), manual mobility device up or down no more than 3 steps.

All ramps and walkways must be cleared of ice, snow and/or debris and properly maintained to allow a safe area for the operator to assist. If the area is deemed unsafe, assistance for the passenger will not be given and transportation will be denied for that trip unless the passenger can meet the operator at the vehicle.

12. Mobility Devices

The Americans with Disabilities Act (ADA) prohibits discriminating against individuals with disabilities in providing transportation services. All "common wheelchairs" and their users must be transported. A "common wheelchair" is defined by the ADA as a mobility device (including three-wheeled scooters), which safely fits on a standard passenger lift, has maximum dimensions of 30" by 48" and a maximum combined weight of 600 pounds of both passenger and common wheelchair.

Operators must require that a passenger permit his/her common wheelchair to be secured, if the common wheelchair can be properly secured. If the bus securement system cannot be used properly on a particular common wheelchair, operators must use their "best efforts" to restrain or confine the common wheelchair to the securement area and advise the common wheelchair passenger of a potential hazard. Operators may not deny transportation to common wheelchair users because his/her common wheelchair cannot be secured satisfactorily by the bus securement system.

Operators are to assist passengers in using passenger seat and/or shoulder belts upon request. The use of seat/shoulder belts is at the option of the passenger, but is strongly recommended by the transit authority. If an operator asks the common wheelchair passenger to use the seat/shoulder belt and the passenger refuses, the operator should immediately notify the dispatcher/supervisor that the operator did make an attempt to have the common wheelchair passenger use the seat/shoulder belt, and the passenger refused.

While the operator may recommend that passengers using "scooters" transfer from the "scooter" to a bus seat if the person is willing to do so, the passenger is not required to transfer.

Intending passengers using a mobility device not a common wheelchair shall not be transported by METRO Regional Transit Authority vehicles.

Operators are not permitted to drive or operate a motorized mobility device. Operation of the device is the sole responsibility of the passenger or their designee.

13. Inclement Weather

Inclement weather (including but not limited to snow, ice, sleet, torrential rain, high winds) may result in the SCAT system operating behind schedule. If Metro RTA deems that the service is running behind schedule due to inclement weather, SCAT reserves the right to prioritize trips on these days in the following order; medical, work, education, other.

14. Weapons & Contraband

Weapons, concealed or otherwise, and contraband are prohibited on Metro Line Service or SCAT/ADA vehicles. Those caught with weapons or contraband will be prosecuted to the fullest extent of the law.

15. Abusive Behavior

Abusive behavior of any type, directed towards Metro employees or passengers, will not be tolerated. Instances of abuse will be thoroughly investigated on a case-by-case basis. The severity of the instance will determine the penalty and may range from a letter of warning to criminal prosecution. Metro SCAT reserves the right to suspend and/or revoke transportation privileges in cases of abusive behavior when the safety and well being of the employees and/or passengers is compromised.

16. Group Trips

SCAT will accommodate group trips of no more than a combination of passengers equaling one (1) SCAT vehicle. These group trips will be accepted on a first come-first served availability basis. All passengers in the group must meet SCAT qualifications. All passengers and assistants must pay the SCAT fare agreed upon at the time the trip is set up. The fare is due upon entrance of the vehicle. Destinations for group trips should be in close proximity of the groups’ original pick up. Longer trips will be at the discretion of the Customer Services Department and may incur an additional fee. Due to limited availability, SCAT is unable to transport group trips for students attending primary, secondary, high school or other education facilities. Group trips that cannot be accommodated by SCAT have the option of contacting the operations department of the Metro Regional Transit Authority to inquire into chartering services.

17. Student Transportation

Under State provisions, local Boards of Education are required to provide transportation for students attending primary, secondary and high school facilities including, but not limited to, public, private and charter schools. Due to limited availability, SCAT is unable to assist in the provision of this transportation. SCAT will transport students from school to work as set up by the work option coordinator of that school system.

18. Replacement Identification Cards

Lost or stolen picture ID cards will be replaced by SCAT at the current cost to the passenger of $7.50. Picture ID’s may be replaced by calling the customer service # and setting up an appointment for retaking the picture for the ID if needed. In some instances this may not be necessary. The current replacement fee and service fee if required, must be paid at the time of the picture retake or before a new ID will be issued. In order to maintain efficient service to the customer and assure coverage for this service, no cards will be immediately replaced at the home office address of the Metro RTA.

Cards will be replaced one (1) time at the $7.50 replacement fee. Cards will be replaced a second time for the $7.50 replacement fee and a service fee of $2.50 for a total of 10 dollars. Cards lost or stolen a third time will result in the $10.00 fee and the suspension of services until the card can be replaced. Subsequent occurrences will result in the passenger’s services being suspended for a minimum of 90 days during which time the passenger must reapply for SCAT services.

19. Applications

It is the sole responsibility of the applicant, or responsible party representing the applicant, to apply or reapply for SCAT/ADA privileges in a sufficient amount of time to complete the application process. All forms and assessments must be completed fully. Expiration dates are clearly noted on identification cards. Please allow minimum processing times of 14 days for SCAT applications. Notification will be forwarded to the applicant via the USPS.

20. Scheduling Policy

Subscription trips will be allowed if the current number of subscription trips does not exceed 50% of the total trips provided for the day. Passengers may call for the availability of subscription trips in their area.

ADA trips may be scheduled up to three (3) days in advance. Once you are registered in the ADA program, call 330.376.5353 to schedule your ride. All ADA reservations must be scheduled at least one (1) day in advance or the day before you need your trip. You may call up to (3) three days in advance to schedule a ride, if you prefer. After regular business hours, you may call 330.376.8458 for assistance.

SCAT trips may be scheduled one (1) business day in advance. Please call on Friday for Monday, or one (1) day before a holiday for the service the day after a holiday.

If availability allows, same day trips and changes to previously scheduled trips are accepted, but only in emergency situations (i.e. medical and work trips). The dispatcher will make this determination. The charge for these exceptions will be at a premium rate of 3X the current SCAT fare.

21. Necessary & Convenience Trips

Necessary trips are defined as trips for the purpose of Medical, Employment, Higher Education and Nursing Home Visits. These trips will be scheduled on a first come-first serve basis anywhere that SCAT services. (Currently Summit County)

Convenience trips are defined as any trip that does not fall under the categories listed above as necessary trips. (i.e. Grocery store, Malls, Hairdressers, Banks, Laundry, etc.) These trips must be within a 3-mile driving distance of the passenger’s home to be charged the current SCAT fare.

Taking the passenger to the nearest bus stop to utilize the line service bus will be used to complete trips outside the 3-mile driving distance.

Metro RTA reserves the right to deny SCAT service due to capacity constraints. SCAT’s capacity is limited and, due to scheduling restrictions, trips may not always be able to be accommodated. ADA trips will be scheduled as first priority. SCAT trips will be scheduled on an availability basis. If necessary, SCAT trips may be categorized as stated above and service provided based on this categorization.

*The policies and procedures stated above will be followed by all services provided by the Metro Regional Transit Authority’s Customer Services Department including, but not limited to all contracted services unless stated otherwise in those contracts. Metro reserves the rights to alter, add to, or delete from these policies in order to comply with ADA, federal, state, local or company guidelines at will.