Table 12-1 Circular Chapters that Discuss Monitoring Activities – Chapter Monitoring Topics Discussed 1 Introduction and Applicability Services under contract or other arrangement – N/A 2 General Requirements – Design review 3 Transportation Facilities – Construction oversight 4 Vehicle Acquisition and – Pre-delivery vehicle inspections Specifications Stop announcements 6 Fixed Route Service – Route identification announcements 7 Demand Responsive Service Determining equivalency for each service requirement – On-time pickup performance Denials and missed trips 8 Complementary Paratransit Service – Trip lengths Telephone system performance Timeliness of ADA paratransit eligibility determinations 9 ADA Paratransit Eligibility – Accuracy of no-show and missed trip coding Accommodating passengers who use mobility aids 10 Passenger Vessels Providing on-board assistance – Complaint processing 12 Oversight, Complaints, and – Complaint processing Monitoring To ensure compliant service, FTA recommends that transit agencies go beyond reviewing performance reports and data or conducting desk audits and observe actual service. Even when agency policies and procedures may be correct, actual practices may differ. Monitoring how transit employees interact with riders with disabilities is a key element in ensuring compliance. Some of these activities, such as whether vehicle operators announce stops, are relatively easy to monitor (e.g., through the use of secret riders). Other activities, such as properly deploying bus ramps at stops, occur less frequently. Approaches for monitoring compliance may depend on the frequency of activity that occurs in service.
Table 12-1 – Circular Chapters that Discuss Monitoring Activities Chapter Monitoring Topics Discussed 1 – Introduction and Applicability Services under contract or other arrangement 2 – General Requirements N/A 3 – Transportation Facilities Design review Construction oversight 4 – Vehicle Acquisition and Specifications Pre-delivery vehicle inspections 6 – Fixed Route Service Stop announcements Route identification announcements 7 – Demand Responsive Service Determining equivalency for each service requirement 8 – Complementary Paratransit Service On-time pickup performance Denials and missed trips Trip lengths Telephone system performance 9 – ADA Paratransit Eligibility Timeliness of ADA paratransit eligibility determinations Accuracy of no-show and missed trip coding 10 – Passenger Vessels Accommodating passengers who use mobility aids Providing on-board assistance Complaint processing 12 – Oversight, Complaints, and Monitoring Complaint processing To ensure compliant service, FTA recommends that transit agencies go beyond reviewing performance reports and data or conducting desk audits and observe actual service. Even when agency policies and procedures may be correct, actual practices may differ. Monitoring how transit employees interact with riders with disabilities is a key element in ensuring compliance. Some of these activities, such as whether vehicle operators announce stops, are relatively easy to monitor (e.g., through the use of secret riders). Other activities, such as properly deploying bus ramps at stops, occur less frequently. Approaches for monitoring compliance may depend on the frequency of activity that occurs in service.
Final_FTA_ADA_Circular_C_4710.1_1.docx