Good Ideas for Growth - The University of Kansas

April 2001

The Newsletter for Kansas Rural and Specialized Transportation Providers ● The University of Kansas Transportation Center

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The Head Start Bureau of theU.S. Department of Healthand Human Services has

issued final rules that will implementtransportation regulations for its localgrantees. These rules appear in theJanuary 18, 2001, Federal Register.The Community TransportationAssociation of America (CTAA) hasprovided a summary of the mainpoints of the new regulations to helpdecipher the requirements.

Beginning February 18, 2001, all

Inside:Good Ideasfor Growth,continuedPage 2

Head StartFinal Rules,continuedPage 3

Revised Drugand AlcoholTesting RuleIssued byDOTPage 4

AbsenteeismatNonprofitsPage 5

DeterminingFunctionalDisabilityUnder theADAPage 6

PublicRelationsKey to RuralTransitMarketingPage 9

WheelchairSecurement0

InternetSchedulingPage 13

CalendarPage 14

ResourcesPage 15

Head Start IssuesLong-AwaitedFinal Rules

Go to page 2 Go to page 3

Good Ideas for GrowthHutchinson and Emporia share insights gained from recent service expansions

Transportation agencies that have success-fully expanded their services can providevaluable advice to other agencies decid-

ing whether to expand. They can share successstories, identify problems agencies might experi-ence with expansion, describe lessons learned inhindsight, and outline different approaches tocomponents of the expansion process.

Transportation agencies in Emporia(Lyon County) and Hutchinson (Reno County)are in the process of expanding. This article pro-vides insights shared by Rhonda Savage,

Executive Director of Lyon County Council on Aging, and Lisa Warner,

. . . . . . . . . . . . . . . . . . . .by Pat Weaver. . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . .by James C. Holland. . . . . . . . . . . . . . . . . . . .

2 KTR ● April 2001

Features

should leave room tochange their plans asneeded as new ser-vices are implementedand refined.

Savage adviseskeeping funding sup-ports in place andobtaining continualfeedback from para-transit users as majorelements for agencyexpansion success.Another indicator ofsuccess of LyonCounty, per Savage,will be whether theirexpansion goals arerealized in a timelymanner.

A benefit ofexpanding for LyonCounty was the sup-port gained from both local county andcity officials and thegeneral public.

Reno County usesnew services to meet growingdemand Reno County was also faced withgrowing demand for transit services.The existing public transportationservices were a major source forsocial, employment, educational,shopping, medical, and retail tripsthroughout the county. At the sametime that demand for service wasgrowing, county officials recognizedthat their source of local fundingsupport—elderly mill levy funds—was inadequate and inappropriate tomeet this expansion.

Funds that became availableduring the state’s fiscal years of 1999and 2000 as part of the KansasComprehensive TransportationProgram (CTP) served as a catalystto develop a plan to meet the grow-ing demand. A consultant was hired

Executive Director of Reno County’sDepartment of Aging.

Lyon County DDS point deviation serviceIn 1998, Lyon County was pressedto find solutions for meeting over-whelming requests for public transitservices. Lyon County’s Council onAging worked with a local planningcommittee of 20-plus members,drawing from local expertise insteadof bringing in a consulting firm.

After approximately 16 monthsof pre-planning, the committee sub-mitted a proposal to the KansasDepartment of Transportation for anew, comprehensive transit systemfor Lyon County. The systemincludes a fixed route service withpoint deviation, complementaryparatransit, and enhanced county-to-city services. Implementation ofthese enhanced services began in Julyof 2000, and should be completed inSpring 2001.

Council staff were satisfied withthe way they tapped into localresources by cultivating workingrelationships with important entitiessuch as County and City officialsand listening to all who had inputthrough surveys and local meetings.They took the time to put a plantogether that did not necessarilymeet everyone’s wants but met mostof the perceived needs.

The Lyon County Council onAging used surveys to determinespecific information such as stoplocations, desired hours, and destina-tions. The staff believes that surveysare a less valuable tool for predictingridership.

Savage sees flexible planning asa key to their success. She suggeststhat agencies planning to expand

Good Ideas for Growth,continued from page 1

in 2000 to help prepare an imple-mentation plan.

The biggest lesson learned byReno County Department of Aging,according to its Executive DirectorLisa Warner, was to be conservativewith projected start dates and inestimating how long it would take toaccomplish expansion goals. Theagency hired a consultant who theyconsidered key in assisting with localparticipation and “ownership” of theproject, as well as other issues. RenoCounty discovered, however, thatconsultants can be aggressive in set-ting time frames. In hindsight,Warner stated that the agencyshould have increased the timeallowed for the expansion process byat least a third.

Another major challenge forReno County was handling logisticsin the implementation period, during

Expansion Ideasto Remember

✔ Secure adequate planning sssistance;e.g. a consultant or local university ✔ Use surveys focusing on operationalspecifics such as stop locations, desired hoursof service, and destinations✔ Place less emphasis on survey statistics topredict ridership✔ Keep plans flexible✔ Use and involve local resources✔ Cultivate good working relationships withlocal governments✔ Listen to all who have a stake in your services✔ Keep ridership up✔ Be conservative with timelines✔ Develop ways to keep riders and the public informed about expansion progress

KTR ● April 2001 3

Features

which there was a great deal of con-fusion. Because the project start-upwas rushed, the agency’s communi-cations with citizens suffered. RenoCounty lost control of making sureeveryone knew the most currentinformation about the expansionprocess.

Local enthusiasm and support ofthe community were regarded as themost important successes of RenoCounty’s Department of Aging.Ridership has been increasing, andfeedback received from citizensshows appreciation for the expandedservice. The expansion enabled manycitizens with access to jobs for thefirst time and others to become moreindependent in their daily lives.

For more information about theLyon County expansion, contactRhonda Savage at (620) 342-6119.Contact Lisa Warner at (620) 694-2911 for more information about theReno County’s expansion. ▲

vehicles purchased by Head Startprograms must either be school busesor “allowable alternate vehicles.”Allowable alternative vehicles arethose that are constructed to schoolbus crashworthiness standards, butwithout the yellow paint and letter-ing, stop arms, flashing lights, etc.,that further define school buses.

Within five years, all vehiclesused for Head Start transportation,including those vehicles used by con-tractors, must comply with thesestandards. This five-year phase-inperiod should allow local Head Startprograms to achieve full use of theircurrent federally-assisted investmentsin vans and small buses.

Within three years, children

being transported either by HeadStart programs or their contractorsmust be secured in height- andweight-appropriate child safetyrestraint systems. In addition, therewill have to be “bus monitors” onboard all Head Start transportationbuses (at least one monitor per bus,with more as necessary to assist children with disabilities, etc.).

Local Head Start programs andtheir transportation contractors willhave to abide by certain minimumqualifications for drivers, more or lessresembling current qualifications forinterstate commercial motor vehicleoperators within the year.

There will not be a federalrequirement for drivers of small vehi-cles to hold CDLs or comply withdrug and alcohol testing. These drugand alcohol testing standards apply todrivers of larger vehicles seating 16 ormore people, except where stateshave more stringent standards.

Head Start programs will berequired to have training programs inplace for drivers, other local HeadStart personnel, parents, and chil-dren, addressing transportation safetyissues as appropriate. Training exam-ples provided include technical train-ing for drivers and safety awarenesstraining for children and parents,among others. All programs also willbe required to have appropriatelyaccessible transportation services inplace for children with disabilities.

The final rules attempt to bemore flexible and coordination-friendly in its provisions than a previ-ously-released Notice of ProposedRulemaking (NPRM). It appears thatthe provision for “allowable alternatevehicles” is intended to facilitatecoordination with other transporta-tion activities in the community.Head Start programs are expected topursue coordinated transportationarrangements. In addition, the ruleswill allow local Head Start programs

Head Start Final Rule,continued from page 1

to assist participating children andfamilies in getting transportationthrough mechanisms other thandirectly provided or contractor-provided transportation. Further-more, the rules exempt unplannedincidental transportation from their

scope, exempt home-based HeadStart programs from coverage, andprovide mechanisms for local HeadStart programs to seek waivers fromthese requirements.

To review a copy of the finalrules, go to the Kansas RTAP website www.kutc.ku.edu, and look under“What’s New.”

Sources:Capitol Clips, Community

Transportation Association ofAmerica, January 22, 2001;

Federal Register, January 18,2001, pages 5296-5315. ▲

Within three years, children being trans-ported either by Head Start programs ortheir contractors must be secured inheight- and weight-appropriate childsafety restraint systems.


Features

Revised Drug and Alcohol TestingRule Issued by DOT

The Department of Transpor-tation has issued its revisedrule governing drug and

alcohol testing procedures (49 CFRPart 40). DOT reports that the newrule considered comments frommore than 400 interested people andorganizations. Most provisions of therule, published in the Federal Registeron Tuesday, December 19, 2000, gointo effect August 1, 2001. However,there are some provisions that pro-vide additional safeguards foremployees through validity testingand a service agent accountabilitymechanism that went into effect onJanuary 18, 2001.

For Kansas transit providers,some changes in the new rule may beof more direct interest to MHC, Inc.,the third-party administrator respon-sible for oversight of collection sites,medical review officers and substanceabuse professionals. However, someof the changes directly affect agencypolicies for safety sensitive employeesand should be carefully reviewed.Here are some of the key provisionsof the new rule.

SAPs and the Return Dutyprocess All positive tests and refusals to testhave a consequence. Substance abuseprofessionals (SAPs) must requireeducation and/or treatment in allsuch cases. The return duty processis mandatory following any violationof the rules, including a positive on apre-employment test. The number offollow-up tests remains the same asunder current rules: a minimum of

six tests in the first 12 months fol-lowing return to duty.

Employers may, but are notrequired, to monitor aftercare foremployees who have returned towork following a violation. Returnduty process and follow-up testingrequirements continue to apply evenif workers change jobs or have abreak in employment.

Changes in the collectionprocessAll collections will be split-specimencollections, a procedure that splitsthe sample at the time of collection.If a drug test result is positive, thissafety sensitive employee may requestthe second part of the urine collectedas a split sample be sent to anothercertified laboratory for analysis. Acollection under direct observationwill be required following a situationin which a test is cancelled becausethe split specimen was unavailable,but not following a negative dilutetest result. Otherwise, direct observa-tion testing is the same as under thecurrent rule.

An employee’s decision not todrink fluids in a “shy bladder” situa-tion will not be regarded as a refusalto test. Collectors will not requireemployees to remove boots, but willrequire employees to display the con-tents of their pockets.

Obtaining information fromprevious employersEmployers will be required to obtaindrug and alcohol testing informationfrom an applicant’s previous employ-ers over the past two years. The newrule takes steps to authorize greateruse of electronic means of transmit-ting and storing data. The new rule Go to page 8, column 3

mandates use of new, clearer drugand alcohol testing forms, as well asa standard urine collection kit.“Blanket releases” for testing infor-mation continue to be prohibited.

Stand Down policyTemporarily removing employeesfrom safety sensitive duties after aconfirmed positive, adulterated, orsubstituted laboratory test result, butbefore the MRO has verified theresult (stand down) is generally pro-hibited. However, employers canrequest a waiver permitting standdown. Waiver requests must includea written stand down policy provid-ing, among other things, for confi-dentiality of information about thetest, paying workers during the standdown period, and expunging recordsof the confirmed test result if thetest is verified negative or cancelled.

Role of consortia/third partyadministrators (C/TPAs)With some exceptions (e.g., trans-mission of medical information fromMROs to employers, transmission ofsubstance abuse professional (SAP)reports to employers), employers maychoose to have drug test results andother information transmitted tothem via a C/TPA or directly fromthe MRO or other person who gen-erates the information. As serviceagents, C/TPAs are not “employers”for purposes of the rule and cannotplay the “designated employer repre-sentative” role for employers.

Increased training require-ments for the professional A well trained work force is vital toan accurate and fair drug and alcoholtesting program. For this reason, Part40 includes enhanced trainingrequirements for collectors, breathalcohol technicians (BATs), screeningtest technicians (STTs), MROs, and

. . . . . . . . . . . . . . . . . . . .by Pat Weaver. . . . . . . . . . . . . . . . . . . .


Go to page 14, column 2

Management

Is absenteeism a problem in youragency? Have you noticed anychanges in the incidence of

unexcused absences by your driversin the recent past? Do you have toscramble to find replacement driverseither because someone is late ordoesn’t show up at all?

According to a recent study ofworkplace absences by CCHIncorporated, workers at nonprofitsare racking up more unscheduledabsences than workers at for-profitagencies (The Non-Profit Times,January 2001). This study found thatthe overall rate of workforceunscheduled absences dropped lastyear to 2.1 percent. However, on the

nonprofit side, the number of unex-cused absences rose to approximately2.8 percent. The CCH survey foundthat 41 percent of nonprofit agenciessurveyed considered unscheduledabsenteeism to be a serious problem.

To find whether absenteeism is aproblem for Kansas transit providers,we asked the members of the KansasRTAP email discussion list to answera few questions about attendance intheir agencies. We wanted to findout whether absenteeism is a prob-lem with Kansas transit providersand, if it is, whether there are somemodel policies that have been helpfulin reducing absenteeism.

Sixteen agency managers sharedinformation about absenteeism intheir agencies. None of the managersindicated that unscheduled absen-teeism was a major problem for theiragencies. Thirty percent (five man-

agers) did state that it was a moder-ate problem, with illness identified asthe most common reason for absen-teeism among their employees.

All but one of the agencies pro-vide sick leave for full-time employ-ees, and two of those agencies providepaid time off rather than sick leave tobe used for any purpose such as vaca-tion, sick leave and personal time.One agency that provides no sickleave (employees must use their vaca-tion days for time off ) provides extrapay for perfect attendance on amonthly basis. CCH reported thathuman resource professionals see paidtime off (PTO) programs as the most

effective absence control program.The typical sick leave accrual is

one workday, or eight hours, permonth. These leave policies are com-parable to the findings of the CCHstudy, with an average of 11.47 sickdays granted by nonprofits in 2000.CCH found that employees used anaverage of 6.5 of their allotted days.

Most agencies that responded toour inquiry said they provide prorat-ed sick leave for part-time employ-ees, although one agency noted thatemployees working less than half-time are not paid sick leave.

Ten agencies indicated whetherthey had a cap on the maximum sickleave that could be accrued. Of thosereporting, 70 percent indicated a cap,ranging from 192 to 1,120 hours.Three agencies reported no limit.

A particularly interesting com-ponent of some agency sick leavepolicies is a year-end bonus toreward employees who have not usedtheir sick leave excessively. Forexample, Nemaha County allowsemployees with sick leave over 90days to be cashed in at the end ofeach year at 50 percent of currentsalary rate. For example, an employeewho has accrued 94 days of sickleave will be paid for 50 percent ofthe four days over 90 days.

Other agencies had similar poli-cies, although the thresholds forcashing in sick days varied. HarveyCounty provides a bonus for all staffwithout unscheduled absences or tar-diness every six weeks, which theybelieve has reduced absenteeism.

An agency in Wichita providesan incentive for employees who haveused less than four days of sick leaveduring their anniversary year by giv-

Absenteeism at Nonprofits: On the Rise?

... human resource professionals see paid timeoff (PTO) programs as the most effectiveabsence control program.

. . . . . . . . . . . . . . . . . . . .by Pat Weaver. . . . . . . . . . . . . . . . . . . .


considerations for eligibility.Because an individual’s ability to

use the fixed route system maychange with differing circumstances,he or she may be eligible for someparatransit trips but not for others.For example, an individual with amobility impairment who is able toride accessible fixed route trans-portation would only be eligible forcomplementary paratransit trans-portation for particular fixed routesthat do not have accessible vehicles.

An individual may be grantedfull, partial, or conditional paratran-sit eligibility on a permanent or tem-porary basis. Temporary eligibility isgranted to those individuals whomeet one of the three eligibility cri-teria, but only for a limited time.

● Category One includes indi-viduals who cannot navigatethe system due to a disability.These individuals areunable, due to a physicalor mental impairment,to board, ride or disem-bark independently fromany readily accessiblevehicle on a regular fixedroute system. An individualis paratransit eligible whenhe/she needs an attendant toboard, ride, or disembark from an accessible fixed-route vehicle.

● Category Two includes individuals with a physicalor mental impairment whocan use accessible fixedroute transportation, but that serviceis not available at that time on thatroute. (For example, if the accessiblevehicle is down for maintenance.)This eligibility category is the broad-est with respect to persons withmobility impairments.

● Category Three includes individu-als who have a condition that pre-vents travel to a boarding location orfrom disembarking. For example,sidewalks in the neighborhood mayhave no curb cuts, which could hin-der a person’s ability to travel to andfrom boarding and disembarkinglocations. However, factors that arenot under control of the public entity providing the fixed route ser-vice, such as bad weather, are not

Management

Is your transit agency currentlyoperating or planning on operat-ing a complementary paratransit

service? If so, it is imperative thatyou follow the Americans withDisabilities Act (ADA) regulations.This article will explain paratransitfunctional ability as it is coveredunder ADA and some of the inter-pretations of requirements sinceimplementation of ADA.

On July 26, 1990, PresidentGeorge Bush signed the ADA intolaw. The ADA is a civil rights statutethat protects the rights of individualswith disabilities in all realms of theirlives, including employment,telecommunications, and transporta-tion, among others. The ADArequires that all public transit sys-tems operating fixed routes providecomplementary paratransit servicefor disabled persons who cannotindependently use regular bus servicedue to their disability.

The ADA defines who is para-transit eligible and makes regulationsregarding the eligibility determina-tion process, appeals process, andservice requirements. These regula-tions are aimed at guiding transitagencies in developing complemen-tary paratransit systems.

Three categories of eligibilityTo take advantage of complementaryparatransit services, an individualmust be certified as ADA eligible.There are three categories of ADAparatransit eligibility:

Determining Functional AbilityUnder the ADA

An evaluation by a physician or other pro-fessional may be used as part of determiningADA paratransit eligibility, but a doctor’snote alone is not enough to ensure eligibility.

. . . . . . . . . . . . . . . . . . . .by Arin Gustafson. . . . . . . . . . . . . . . . . . . .


For example, if road or sidewalk con-struction makes it impossible for aperson to travel to the boarding loca-tion, then that person could begranted eligibility until the construc-tion is finished.

An individual must meet one ofthree eligibility criteria to be eligiblefor any paratransit service (see boxnext page).

Dos and don’tsEach transit agency is responsible forestablishing their own process fordetermining ADA paratransit eligi-bility. There are a few regulationsthat must be followed throughoutthe determination process:

● A paratransit entity may notcharge an application fee to para-transit applicants.

● If the transportation entity hasnot made a determination of eligibilitywithin 21 days, the applicant must betreated as eligible and provided serviceuntil and unless the transportationentity denies the application.

● The entity must provide docu-mentation to each eligible individualstating that he or she is ADA para-transit eligible. This documentationmust include the individual’s name,transit agency name, paratransit coor-dinator’s telephone number, an eligi-bility expiration date, and any condi-tions or limitations on the individual’seligibility. All eligibility determina-tions must be provided in writing.

● If an individual is denied para-transit eligibility, the reasons must bespecified in a written notice to thatindividual.

● An evaluation by a physician orother professional may be used aspart of determining ADA paratransiteligibility, but a doctor’s note alone isnot enough to ensure eligibility.

In addition to having an eligibil-ity process, the entity must also setup an appeals process for individualswho have been denied eligibility. The

transportation agency may requirethat an appeal be filed within 60days of the denial. It is importantthat the staff person who made thedecision on the initial applicationnot be the same person who makesthe decision on the appeal.

Service requirementsThere are many service requirementsset up by the ADA. These require-ments affect complementary para-transit riders’ companions and atten-dants, service area, service hours anddays, fares, and scheduling.

Companions and Attendants.Paratransit-eligible individuals mustbe allowed to bring one companionon each trip, even if the companion’spresence reduces the availability forother paratransit-eligible individuals.Additional companions are served on

a space-available basis. To be consid-ered a companion, you must have thesame origin and destination point asthe ADA-eligible individual.

During the initial eligibility certification process, a paratransitentity may require that the applicantindicate whether he or she travelswith a personal care attendant. If anindividual does not indicate the useof an attendant, any individualaccompanying him or her would beregarded as a companion.

If the paratransit-eligible individ-ual is traveling with a personal careattendant, the transportation entitymust also provide service to one com-panion. Therefore, an eligible individ-ual may bring a personal care atten-dant and a companion on any trip.

Service Area. Complementary

Management

A Case Study in Determining Functional AbilityCriteria—from Lawrence, Ks.

Lawrence, Kansas is in the process of developing complementary para-transit eligibility criteria, as well as an appeals process. Karin

Rexroad, Public Transit Administrator for the City of Lawrence, hasbeen working with the city’s Public Transit Advisory Committee (PTAC)on developing a new fixed route and complementary paratransit system.When interviewed, Rexroad commented that the committee was con-cerned with following ADA guidelines exactly and that the committeewas working hard to make the wording of the document easy for admin-istrators, riders and the general public to understand.

Lawrence’s Public Transit Advisory Committee had two mainsources that helped in the development of eligibility requirements. PTAChired a consultant to help with legal issues, and they used the internet tofind ADA resources.

The Americans with Disabilities Act Paratransit Eligibility Manual islocated at www.fta.dot.gov/library/policy/ADA/ada.html. Another helpfulsite is www.ada-infonet.org/Documents/Transportation/Paratransit~20Eligibility.html, which is the ADA Transportation Series. These sourceshelped Rexroad and other members of PTAC develop the functionalability criteria. PTAC is currently working on developing public educa-tion programs to be aimed at helping individuals who previously useddemand-response services make an easy transition to fixed-route service.

Go to page 8


Management

paratransit service must be availableto origins and destinations 3/4 mileon each side of each fixed route cor-ridor and within a 3/4 mile radiusfrom the end point of the route.Individuals do not have to live with-in a corridor to be eligible for para-transit service. However, if an indi-vidual lives outside the corridor,he/she must be able to get to a pick-up point within it to take advantageof the paratransit service.

Service Hours and Days. Anagency’s complementary paratransitservice must be available during thesame hours and days as the agency’sfixed route service. However, serviceduring low-demand can be handleddifferently than during higher usageperiods. For example if an entity uses its own paratransit vans duringhigh demand periods, it could use aprivate contractor during lowdemand periods.

Fares. The fare for an ADAparatransit-eligible user may be up totwice the fare charged to an individ-ual paying full fare, for a trip of simi-lar length, at a similar time of theday, on the entity’s fixed route sys-tem. Transfer and premium chargesapplicable on the fixed route systemmay also be included in the fare.Companions are charged the samefare as eligible paratransit individuals.However, personal care attendantsmust ride free of charge.

Scheduling. Agencies can requireadvance notice for scheduling, butthere are limits. Next day schedulingis recommended; however, an agencycannot require full 24-hour notice.ADA requires that paratransit enti-ties permit reservations up to 14 daysin advance of the desired trip date.

There are also rules regardingthe availability of reservation ser-vices. An entity must make its reser-

vation services available during thehours administrative offices areopen. On days when offices areclosed, such as weekends, the reser-vation services must still be availableduring the usual weekday hours.However, on any day, the reservationservice does not need to be providedby a real person. An answeringmachine or other technology will do,if it is checked regularly.

The ADA defines many impor-tant rules and regulations to be fol-lowed during the development ofcomplementary paratransit services.These regulations include eligibilityand appeals processes, and servicerequirements. While developing acomplementary paratransit programcan be a lengthy process, theserequirements ensure that you aremeeting the needs of the people whoneed your services the most.

Sources: www.kcata.org,www.adata.org/index-whatsada.html,www.ada-infonet.org, ADAParatransit Eligibility Handbook, byKRW, Inc. for Project ACTION. ▲

SAPs. This includes initial (“qualifi-cation”) training, refresher trainingevery five years (for collectors, BATs,and STTs), continuing education (forMROs and SAPs), and “error correc-tion training” (for collectors, STTs,and BATs) following a mistake thatresults in a test being cancelled.

A copy of the revised rule isavailable at the U.S. Department ofTransportation web site atwww.dot.gov/ under the DOT Linksbutton.

Kansas agencies with questionsabout the rule changes and implica-tions for their programs should con-tact Janet Blue, KDOT Drug andAlcohol Awareness Coordinator,(785) 296-0826.

SourcePart 40 is Your Final Answer,Substance Abuse ProgramAdministrators Association, 2001. ▲

What is a “disability?”

The Americans with Disabilities Act has a three part definition of“disability” based on the specific types of discrimination experienced

by people with disabilities. Under the ADA, an individual with a disabili-ty is a person who:

—has a physical or mental impairment that substantially limits one ormore major life activities;—has a record of such an impairment; or —is regarded as having such an impairment.

Impairment, under the ADA, is a physiological or mental disorder.Simple physical characteristics, such as eye or hair color, are not impair-ments. Similarly, personality traits such as poor judgement or irresponsi-ble behavior are not impairments. Also, environmental, cultural, or eco-nomic disadvantages are not impairments.

Functional Ability,continued from page 7

New Drug and Alcohol Rule,continued from page 4


For a transit system, publicrelations may be the mostimportant and cost effective

component of the marketing com-munications program. Most transitsystems receive broad exposure in thelocal press, and have exposure andpresence throughout the communityin both service provision and as anemployer organization. Rural transitmanagers often have difficulty allo-cating resources from their budgetsto support marketing tasks.However, good public relations issomething every transit system, largeor small, can afford.

Public relations helps you:1) increase your visibility throughoutthe community;2) improve the tone and timbre ofeditorial exposure;3) establish a better image.

Media relationsThe first and most important ele-ment of your public relations pro-gram is your relationship with thelocal press. Fostering relationshipswith the beat-writers covering transitwill help with accuracy in reportingand increase the likelihood of yourbeing able to tell your story. Thebottom line in developing relation-ships with the media is to help thereporter look good to his or her boss.

In building those relationships:● Take new beat reporters to lunch.This will allow you to fill them in onbackground information, and answerquestions they might have. Don’tforget that this is essentially a firstinterview and the reporter can printwhat you say.

● Never say anything to a reporter “offthe record.” There is no such thing.● Do your best to make sure yourfacts are correct. Take the time toverify information before answering.It is okay to say, “I’ll have to get backwith you,” but do so at your firstopportunity.● If a reporter scoops a story, don’tun-scoop him or her with a pressrelease.● Unless it is really, really big news,don’t call reporters on deadline (after3:00 p.m.).

● Send thank-you notes to reportersand editors for stories you considerto be well done.● Contact reporters with storiesbefore they call you.

Community relationsOutreach in the community is alsovital to your community image. Tryto attend community events such asChamber of Commerce luncheons,Rotary meetings, and other civicevents. If you or others on your staffare articulate, get on the schedule tospeak at such gatherings. If there are

important community events, takethe time to get involved. Developcurriculum programs with the schooldistrict on transportation issues andoffer field trips touring yourfacility—valuable tools for buildingrelationships with the community.

Public educationOne of the greatest barriers to suc-cess is lack of consumer awarenessabout how to use the system andwhy the system is important to thecommunity. It is important to devel-

op programs that help educate peo-ple about what the transit systemdoes for the community.

Materials including brochuresand point-of-sale items should bedeveloped that explain verbally andgraphically: “How to use the bus.”Ridership will increase, and the sys-tem will be more accessible to every-one. How-to-ride information canbe placed at the bus terminal, busshelters, and on board the bus. It canbe published in the local newspaper’slifestyle section, through public ser-

Public Relations Key to Rural TransitMarketing Success


Never say anything to areporter “off the record.”There is no such thing.... and if a reporter does agood job, be sure to saythank you.

Marketing


Stokes Straps tothe Remedy. . . by James C. Holland . . . . . . . . . .

It is essential to properly securewheelchairs and scooters insidetransit vehicles, but it isn’t always

easy or straightforward. Sometimesthe securement points are not clearlyidentified on a mobility device andthe driver has to guess where to

attach securement devices. “StokesStraps,” developed by Phoenix’sCommunity Forum,* can help.

Stokes Straps were developed byBill Stokes, a technical analyst forCommunity Forum, after he attendeda conference session that discussedcustomized securement straps. Hedecided he wanted to try to improveon the concept. Community Forumthen introduced his new product,Stokes Straps, to wheelchair users inthe Phoenix area.

Stokes Straps are nylon strapsthat attach to securement points onwheelchairs. Once attached, they stayon the wheelchair. The straps formstrong, short loops that help designate(and provide better access to) placeswhere bus drivers should attachsecurement devices.

Stokes Straps are distributed byCommunity Forum free-of-charge.In the last six years, 650 sets havebeen requested. They can be used ona wide range of wheelchair types,including manual wheelchairs, pow-ered wheelchairs, power-base wheel-chairs, scooters, and specialized seat-ing bases. Community Forum main-tains a database that holds informa-tion about every scooter or wheel-

chair on the market. They use thedatabase to identify the appropriatenumber and lengths of straps to sendto each customer. There are just afew models that cannot accomodateStokes Straps for 4-point secure-ment, including some power wheel-chairs and scooters that do not meetANSI/RESNA WC-19 design spec-ifications (see box next page).

Stokes Straps come in 11-inch,13-inch, or 15-inch lengths. Thetensile strength of the strap is 4500lbs. The straps are made with one-inch wide Type 25 Nylon. Unlessyellow straps are specifically request-ed, blue straps are sent. According toDonna Powers, some individualsprefer yellow straps because they areeasier to see.

Stokes Straps should be inspect-ed periodically for any cuts or fray-ing and replaced as necessary.

For more information aboutStokes Straps, contact DonnaPowers, transportation project coor-dinator for Phoenix’s CommunityForum, (602) 223-4104.

SourcesTransit Access Report, July 10, 2000Transit Access Report, July 25, 2000 ▲

Safety

In the spotlight:

Wheelchair Securement

*Phoenix’s Community Forum isa nonprofit organization with manycommunity projects, including work-ing to increase mobility and commu-nity participaton for older adults andpeople with disabilities.

**ANSI is the AmericanNational Standards Institute.RESNA (Rehabilitative Engineeringand Assistive Technology Society ofNorth America) is accredited byANSI to develop standards for assis-tive technology. RESNA is an inter-disciplinary association of peoplewith a common interest in technolo-gy and disability.

Transit system drivers are required by ADA to secure wheelchairs inside vehicles to protect the pas-senger and the wheelchair. Some passengers of a Denver bus system have recently complained aboutexperiences of inadequate securement. These passengers reported that their wheelchairs were securedat only one point, sometimes with only a seat belt. They also claimed that drivers had little expertiseor interest in proper securement techniques.

This article discusses two initiatives to help drivers and wheelchair occupants communicate aboutsecurement points on mobility devices. The first is a securement aid called Stokes Straps that helpwheelchair occupants designate securement points on their own mobility devices. The second is a newnational standard that will require all new wheelchairs and scooters to have four clearly-designatedsecurement points. See page 12 for a further note on wheelchair occupant securement.


Safety

New WC-19 standard enhanceswheelchair occupant protection

The new ANSI/RESNA** WC-19 standard hasbeen developed to improve crash protection for

wheelchair occupants in various types of motor vehi-cles. This standard is called Wheelchairs Used as Seatsin Motor Vehicles. Under the new standard a newly-manufactured wheelchair must have four clearly-identified securement points that meet detailedrequirements for strength, geometry, and location.This standard is expected to go into effect complete-ly for all new wheelchairs by April 2002.

Under the WC-19 standard all securementpoints must be compatible with both hook-strap andstrap-type tie-downs. The securement points mustmeet specific geometry and be located on the vehiclein places that provide maximum protection for theoccupant when attached to securement devices.

Under the new standard, a wheelchair can beused safely as a regular seat in the vehicle with anoptional pelvic belt and a vehicle-anchored shoulderbelt. The term “wheelchair” includes standard manu-al wheelchairs, powered wheelchairs, power-basechairs, scooter-type wheelchairs, and specializedseating bases.

Dr. Lawrence W. Schneider, the University ofMichigan scientist who led the effort to create thenew standard, reports that WC-19 represents thefirst time the standards process recognizes the use ofa wheelchair not just as a mobility aid but as a motorvehicle seat as well.

According to WC-19, a vehicle seat must beeffectively secured so that it does not move signifi-cantly and/or “load” the occupant during an impact.It should provide effective seat support for the occupant in order to reduce the likelihood of theoccupant “submarining” under the pelvic belt, and to optimize the performance of the seatbelt restraintsystem.

The purpose of the ANSI standard is to reducethe risk of injury for motor-vehicle occupants whoremain seated in their wheelchair during transit, byimproving the crashworthiness of wheelchairs. If awheelchair is not secured effectively, not only couldthe wheelchair occupant be seriously injured duringa crash, but other passengers could be struck by theunsecured wheelchair and its occupant.

Locating attachmentpoints for Stokes Straps

Always attempt to loop the Stokes Straps aroundthe four strongest support structures on the

mobility device. Never attach straps to wheels.Inspect potential attachment locations to be sure

they are free from sharp edges that could damagethe strap.

The three general types of mobility devicesrequire different methods of securing the straps.

For manual chairs, 11-inch straps are used andattachment points are usually readily accessible. Fourstraps will be needed—right and left front, and rightand left back.

For standard power chairs, 11-inch or 13-inchstraps are used and the attachment points should bereadily accessible. Like manual chairs, the four strapsfor the standard power chairs will be needed—rightand left front, and right and left back.

For scooters, because there are so many differentstyles available, the size of the strap (11, 13, or 15inch) will depend on the brand and model number.

A rule of thumb in selecting an attachmentpoint at the rear of a mobility device is to have it beno higher than 12 inches above floor level. Avoidattaching straps to the seat post; it is not designed tohandle the directional pull from bus securementdevices. The seat post may be the only option forrear attachment on some scooters; however, mostscooters have seats with arm rests, and the tubingconnecting the armrest to the seat is usually a goodplace to install a strap. But make sure the seat has alock to keep it from turning. When riding the bus,the seat lock should always be engaged.

Some scooters have front bumpers that can easi-ly accept straps. Although a Stokes Strap is notneeded here because a bus hook can be attacheddirectly to a bumper, Community Forum suggestsusing a strap anyway, to indicate to the bus driverexactly where on the bumper you want the bus hookto be placed.

For scooters that don’t have front bumpers, thebest (but not ideal) solution is to install a strap onthe steering tiller as low as possible. Some steeringtillers have a joint or elbow that allows the user toadjust its position. Be sure to install straps belowthese joints or elbows.

☛


vice announcements, in regionallypublished periodicals, tourist guides,utility bill inserts or other directmail, and in Chamber of Commercerelocation packets.

Information also should beincluded outlining the benefits to thecommunity as a whole, such as trafficreduction, mobility for senior citi-zens, employment circulation, etc.The general public typically believestransit serves the under-educated andunderemployed. Since diesel busesemit visual pollutants, many non-users are unaware of the improve-ments in air quality affected by the

What about Securing WheelchairOccupants? Is it Mandatory?

The short answer is: It depends. Providing effectiveprotection for riders in a transit bus involves the vehi-

cle, the vehicle seat, and the occupant restraint system, according toANSI/WC-19. While securing a wheelchair is required, wheelchairoccupant restraints, i.e., seatbelts, are optional under ADA rules, but onlyif other riders on the bus are not required to use seat or shoulder belts.If passengers in regular seats are required to wear seatbelts, so must ridersin wheelchairs and scooters.

Safety

transit system. It is your challenge toshape that perception to one that isaccurate and positively supports thesystem as well as the community.

Customer relations trainingTraining your front-line staff on howto deal with customers is a criticalelement of your public relations pro-gram. In most respects, your drivingstaff are the organization in the pub-lic’s eye; how your drivers manageyour customers directly affects thekind of relationship your organiza-tion has with them. In essence, cus-tomer relations—i.e., policies andprocedures of customer interaction—are the tools through which youbuild customer satisfaction.

Good customer service benefits

everyone. The agency earns commu-nity goodwill and strong ridershipfrom positive word-of-mouth adver-tising. The passenger’s experience andsatisfaction is greatly enhanced. Butyour driving staff also benefits in thatthey will have less stress, passengerswill follow their instructions morereadily, and will be more supportivein the case of accidents or helpingwith problem customers.

In developing your customerrelations programs, it is important torecognize that you provide a service,that is qualitatively different than aproduct (see box below). You mustalso recognize that each type of riderhas different needs and expectations.Their level of customer satisfactionis directly related to how well yourfront-line staff does in meeting orexceeding those expectations. Thegoal is to handle problems as soon aspossible—preferably before theybecome problems.

In the final analysis, good customer relations comes down toeffective communication, both verbaland non-verbal.

Source: Adapted with permissionfrom The Marketing Cookbook,Colorado Association of TransitAgencies (CASTA) and ColoradoDepartment of Transportation. ▲

Public Relations Key to RuralTransit Marketing, from page 9

☛ Products: ☛ Services:Customer owns object. Customer owns a memory of the experience.

Goal is uniformity—all widgets look/act alike. Goal is uniqueness—each customer interaction is special.

Product can be inventoried; sample can be sent Service happens in a transitive moment; cannot be stockpiled.in advance for customer to review.

Customer is an end user, and is not involved. Customer is a co-producer, jointly creating the experience.in production process.

Quality control is performed by comparing Quality control is performed by customer comparingoutcomes to specifications. expectations to experience.

Improperly produced product can be “recalled.” Apologies and reparations are the only means ofaddressing poor service delivery.


Computers


The Trapeze Software Groupis developing a new way ofallowing paratransit providers

to let their customers book, cancel,and check on the status of theirrides—via the Internet. A prototypeof the software was demonstrated atthe Community TransportationAssociation of America 2000 confer-ence in Fort Lauderdale, Florida.Paratransit users will be able toview the same screens viewed at anoperations center by a reservation orcustomer service agent.

With a few keystrokes, a clientwill be able to receive an expectedpickup time for the next day’s ride.The rider will need to provide apreferred pickup or drop-off time,address of their destination, and soforth. The only thing left for theclient to do will be to be ready forpick-up the following day at his orher scheduled time.

Because of the possibility that ascheduled time will change as moreand more trips are booked by otherriders, clients will be encouraged tomonitor changes as their pick-uptime approaches. With automaticvehicle location (AVL), the real-timeposition of the paratransit system’svehicle will be shown to the client ona map. The paratransit driver will alsokeep records of all scheduled tripsthrough the use of a mobile data ter-minal in front of the bus.

If any delay were to occur forscheduled trips, a wireless hand-held

computer, such as a Palm Pilot,could access the scheduling editor ofthe booking system through thewebsite and update the status of aclient’s ride location, according toRyan J. Larsen, project manager ofTrapeze Software Group.

The only requirements for para-transit users to be able to access tripbooking over the Internet, accordingto Trapeze sales personnel, will be atypical home computer with a Webbrowser. There are no minimumpower or speed requirements speci-fied by Trapeze for the computer.The speed of the computer’s connec-tion, whether modem or cable, willdetermine the speed of the applica-tion. Larsen said registered users willaccess the software through a username and password.

Riders who use this Internetbooking application are expected tobe able to:● bypass staff who take calls toschedule trips (no more waiting onthe phone),● book demand or subscription trips,● view a log of their ride histories,● view account balances (for prepaidfares), and

● communicate with the transporta-tion provider through forms, surveys,or e-mail.

All of this can be done 24 hours a day. However, Larsen saysthat trips can only be scheduled fordestinations that are already in thesystem—i.e., destinations that havebeen requested previously by thecomputer user or another rider.

Although the service of Internettrip booking is aimed at persons with mobility impairments—a group

Internet Scheduling New rider service under development

Dallas to add internetoption to its automatedbooking services

Dallas Area Rapid Transit(DART) plans to add

Trapeze’s internet booking as anew rider service within thecoming year or so. DART cur-rently uses an Ontira automatedtelephone booking service avail-able 22 hours per day.

Tammy Haenftling,Assistant Vice President, Para-transit Management Services,noted that use of the automatedphone system is less than pro-jected. “Paratransit users tend tolike to talk with people. Theyhave a comfort level when talk-ing with an actual live person,”she said. However, some ridersuse and appreciate the automatedservice. “Those who use it, justlove it,” Haenftling said.

DART plans to use the newinternet booking service in con-junction with their existingTrapeze PASS software and theOntira phone system. That wayriders will have several choicesfor how to schedule their trips.

. . . . . . . . . . . . . . . . . . . .by James C. Holland. . . . . . . . . . . . . . . . . . . .


Calendar

April 11-12, 2001Substance Abuse ManagementSeminarin St. Louis, MO Contact: Jennifer Whalley,Federal Transit AdministrationPhone: (617) 494-2686

April 17-20, 2001Spring 2001 National ADATraining Conference in Washington, DC Contact: National Associationof ADA CoordinatorsFax: (800) 932-9232www.naadac.net

May 2-4, 2001Exploring Rural TransitServices for Your Community:National Conference for StatePolicy Makers, TransportationProviders, and Service Agencies

in Oklahoma City, OKContact Paula or Karen,Oklahoma State UniversityPhone: (800) 772-4678

May 20-25, 2001Community TransportationAssociation of America’sAnnual Roadeo and Expoin Salt Lake City, UTContact Charles Dickson,Community TransportationAssociation of AmericaPhone: (202) [email protected]/expo

May 22, 2001Regions 7 and 8 Workshop—Transportation: The Vital LinkBetween Employment &Economic Development, CTAA Expo

in Salt Lake City, UTContact: Charlie Dickson,Community TransportationAssociation of AmericaPhone: (202) 628-1480 or(800) 527-8279www.ctaa.org/ntrc/atj/dol

June 19-21, 2001NHI 13607; DeployingIntegrated IntelligentTransportation Systems-Ruralin Topeka, KSContact Rose Lichtenberg, KU Transportation CenterPhone: (785) [email protected]

July 2-4, 2001The 9th InternationalConference on Transport andMobility for Elderly and

Disabled People (TRANSED) in Warsaw, Poland Contact: Dr. Liliana Scwartz,Polish Association of TransportEngineersFax: (822) [email protected]

September 30 -October 4,2001American Public TransitAssociation Annual MeetingIn Philadelphia, PennsylvaniaPhone: (202) 848-4040www.apta.com

Rural Transit Conferences and Workshops

cies to discourage abuse of sick leaveby providing a “buy-back” of someportion of excess sick leave or otherbonuses. While it is not knownwhether absentee policies or perhapsthe environment of commitment inthe agencies is responsible, some-thing seems to be working.

To participate in future e-maildiscussions on similar transit man-agement issues, log on to the KansasRTAP web site at www.kutc.ku.eduand sign up for the discussion list.More than 70 Kansas agencies orindividuals are now participating inthe discussion list.

Sources“NPO Workers Taking More

Unscheduled Days Off,” TheNonProfit Times, January 2001.

KSRTAP Email DiscussionGroup, January 2001. ▲

known to have a high rate of com-puter literacy, those who make reser-vations on behalf of clients with cog-nitive impairments also viewInternet booking as convenient.With the spread of computer literacythrough the general population overtime, acceptance of the Internet forsuch applications can only increase.

In sum, Internet trip bookingcan offer several advantages. Therider can reduce waiting time forscheduling, maintain a continuoussource of viewing transit activity, andcontrol the opportunity to cancel atrip at any given time.

Source: “Software ProviderIntroduces Trip Booking Over theInternet,” Transit Access Report,June 12, 2000. ▲

ing one extra emergency day for thefollowing year. Hourly staff can haveup to five prearranged medicalappointments of two hours or lessper fiscal year that is not chargedagainst their sick leave.

Reno County has gone to a sys-tem that closes the agency only onthree days per year (Thanksgiving,Christmas, and New Year’s Day.For remaining time off, employeesreceive floating holidays that can betaken anytime, providing greaterflexibility to employees who needadditional time off.

With our limited sample ofKansas transit providers, it appearsthat unscheduled absenteeism is notconsidered a major problem for transit agencies in the state. Severalof the agencies have developed poli-

Absenteeism,continued from page 5

Editor’s Note: To include work-shops or meetings in our cal-endar, send information toKansas Trans Reporter, KUTC,1530 W. 15th St., Room 2011,Lawrence, KS 66045

Internet Scheduling,from page 13


Resources

Publications Videotapes

Resources Order Form

THESE RESOURCES are distributed free of charge, unless noted otherwise, as a service ofthe Kansas Rural Transportation Assistance Program. Please use the order form onthis page to order the publications and videos described here. Videos are available fortwo-week loans; please request no more than two videos at a time.

❏ Transit Managers Take Trapeze, Multisystemsfor a Test Drive. CT Magazine. 7 pages. A panel of transit professionals review two of the mostcommonly-used routing and scheduling softwarevendors: Multisystems and Trapeze.

❏ Communications 101: Dealing with the Media.CT Magazine. 4 pages. Learn how to develop apositive relationship with the press—one that isbeneficial to your agency.

❏ Rural Transit Service Design and Scheduling.National Transit Resource Center. 12 pages.Discusses some of the basic considerations inrural transit service design and scheduling and in the use of computers to assist in providingtransportation.

❏ Your Roadmap to the Internet via The Bureau ofTransportation Statistics (18min.), Bureau ofTransportation Statistics, 1996. Provides a simpleexplanation of how the Internet works. It also listsservices you can subscribe to for using the Internet,like America Online, and service-shopping hints.

❏ Building Quality Service: Everyone's a Customer(20 min). USDOT/FTA/RTAP, 1995. The goal of thistraining package is to help everyone in the agencyunderstand the basic concepts of quality service inrural transit systems.

❏ Dazzling Transit Service: Going The Extra Mile(20 min.), Minnesota DOT. The Minnesota DOT out-lines the importance of defining customer needs inorder to improve services offered by transit agencies.

Where to Send Order FormFax your completed order form to 785/864-3199 or send it by mail to:

Lending Library Request/TransitKUTC1530 W. 15th Street, Room 2011Lawrence, Kansas 66045-7609

Name Title

Agency Phone

Street Address

City State Zip + 4 Date Materials Needed

The Kansas Trans Reporter is an educational publication published quarterly by the KansasUniversity Transportation Center. The newsletter is distributed free to rural and specializedtransit providers and others with an interest in rural and specialized service.

The Kansas Trans Reporter is co-sponsored by the Federal Transit Administration under its Rural Transportation Assistance Program (RTAP) and the Kansas Department of Transpor-tation. The purposes of the program are to: 1) educate transit operators about the latest technologies in rural and specialized transit; 2) encourage their translation into practical application; and 3) to share information among operators.

Reproduction of material appearing in the Kansas Trans Reporter requires written permis-sion. Copyright 2001, Kansas University Transportation Center. All rights reserved.

For a free subscription to the Kansas Trans Reporter or tocontact one of our faculty or staff, call toll-free 800/248-0350 (in Kansas) or 785/864-2595 (outside Kansas) orsend a fax to 785/864-3199. Send correspondence to KansasTrans Reporter, Kansas University Transportation Center,1530 W. 15th Street, Room 2011, Lawrence, KS 66045.Send e-mail messages to Patricia Weaver at [email protected] Lisa Harris at [email protected].

Please send us the inside form with corrected addressinformation, or fax your changes to 785/864-3199.

In addition to publishing the Kansas Trans Reporter, theKansas RTAP program offers a variety of other educationalservices. Following is a partial list of these services:

● Publication dissemination ● Technical assistance ● Computer database searches ● Telephone consultation ● Referral services ● Training development ● Video lending library● Program planning assistance

Assistance can be obtained by contacting a Kansas TransReporter staff person at the numbers or address above.

Project Director . . . . . . . . . . . . . . . . . . . . . . Pat WeaverEditor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Lisa HarrisEditorial Assistant . . . . . . . . . . . . . . . . . Arin GustafsonStudent Writers . . . . . . Arin Gustafson, James Holland

Co-sponsored by

U.S. Department of Transportation Kansas Department of TransportationFederal Transit Administration Office of Public Transportation

University of KansasTransportation CenterKansas Trans Reporter1530 W

. 15th Street, Room 2011

Lawrence, KS 66

045-7609

Address Correction Requested

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