WRTA Paratransit

WRTA ADA "No-Show" Policy/"No-Show" Appeal Process

ADA "NO-SHOW" POLICY

The WRTA has established the following process for paratransit riders:

Riders must be ready during the entire 20-minute pick-up window. The driver will arrive anytime during the pick-up window and will only wait five (5) minutes once the vehicle arrives, before leaving for the next pick-up. An individual is considered a "No-Show" if he/she is not available for pick-up as described above.

A letter will be sent to the rider after each "No-Show" informing them of the No-Show. If a rider accumulates three "No-Shows" or “Late Cancelations” or demonstrates a no show/late cancelation pattern equivalent to 20 % or more of scheduled trips or ( whichever is greater) within a three-month period from the first "No-Show," the rider will  be suspended from use of the service for a period of no more than 30 calendar days.

The following suspension periods will be applied to violations of this policy that occur within the same rolling 12-month period.

Riders have the right to appeal that decision and are given 15 days to submit the appeal in writing to the WRTA. A copy of the "No-Show" Appeal Process is attached to each letter.

"NO-SHOW" APPEAL PROCESS

The WRTA administrative "No-Show" appeal process is intended to give paratransit riders who have been denied service the opportunity to have their cases heard by an official other than the one who made the initial decision.  Free transportation will be provided to appeal hearings if requested.  

The "No-Show" appeal process is as follows:

  1. Riders who wish to appeal a decision will have 15 days from receipt of the third "No-Show" letter to appeal the decision in writing to the WRTA.
  2. Appeals will be heard and decided within 30 days of the receipt of request. While the appeal is in process, riders will continue to receive the paratransit service they were eligible for prior to the suspension of service. If the appeal extends beyond 30 days, riders will be able to receive transportation service until a final decision is rendered.
  3. Appeals will be heard by a panel independent from the WRTA.
  4. 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.
  5. Individuals who appeal have the right to necessary accommodations, such as a sign language interpreter.
  6. The determination resulting from the appeal will be in writing and will state the reason(s) for the decision.
  7. If you have any questions regarding the Appeal Process, contact cmellis@cmrpc.org or call 508.459.3328.

REQUESTS FOR APPEAL SHOULD BE MADE IN WRITING TO:

WRTA Administrator
Worcester Regional Transit Authority
60 Foster Street
Worcester, MA 01608

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