EILEEN WAGLEY (fka Hiltner/Pavlik) ParaCruz Eligibility Coordinator SANTA CRUZ METROPOLITAN TRANSIT DISTRICT

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Gabriella Brooks
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EILEEN WAGLEY (fka Hiltner/Pavlik) ParaCruz Eligibility Coordinator SANTA CRUZ METROPOLITAN TRANSIT DISTRICT Eileen has been working with the METROs ADA application and eligibility process since its

1 EILEEN WAGLEY (fka Hiltner/Pavlik) ParaCruz Eligibility Coordinator SANTA CRUZ METROPOLITAN TRANSIT DISTRICT Eileen has been working with the METROs ADA application and eligibility process since its inception as an Administrative Assistant to METROs Planning and Marketing Director in She brings a varied and broad range of experience to her current position as paratransit coordinator. Over the past 20 years, she has worked as the assistant to both the Johnson City (Tennessee) Medical Centers Director of Oncology and Salinas Valley Memorial Hospitals Director of Volunteer Services, specializing in file management, federal reporting, staffing, inservice training and public orientation and marketing. Her public service employment history includes: Kent State University s Career Planning and Placement Center and The University of Tennessee Department of Research and Technology Development and U.S. Depository /Map Library. Eileen was born and raised in Cleveland, Ohio and grew up riding Clevelands RTA Route 22 from her west side working-class neighborhood to Downtown. She holds a Bachelor of Arts (Graduate 1984 Magna Cum Laude) from Kent State University.

2 ADA Paratransit Eligibility A brief history of Santa Cruz Metropolitan Transit District s Paratransit ADA eligibility application and determination process.

3 METRO s Responsibility The Americans with Disabilities Act (ADA) requires METRO as a public entity transit provider to accommodate persons unable to use the full fixed-route (bus) system and associated services with an equivalent/comparable levels of service. METRO ParaCruz is the ADA-mandated service provided to individuals certified as unable to access the fixed route service as a result of permanent or temporary physical cognitive or visual disabilities. This civil right is monitored by the Federal Transportation Administration. METRO ParaCruz is strictly limited to persons meeting specific eligibility criteria. METRO is required to design, fund and implement next-day service to meet the foreseeable needs of all ADA-eligible individuals within its service area. METRO must in good faith, accurately estimate, plan for and meet future demands.

4 Program Management Application / Phone Call Contractor Appeals None Certifying Authority Passenger Ride Reservations Contractor Customer Service Contractor Service Delivery Contractor Funding METRO Federal Reporting METRO

5 Program Management Application/Paper Appeals Certifying Authority Ride Reservations Customer Service Service Delivery Funding Federal Reporting METRO Customer Service None Medical/Designee Contractor Contractor Contractor METRO METRO

6 Ridership Data Prompting Audit & Recertification M ETRO P aracruz Registrants July 31, ,052 regist rant s July August Sept ember Oct ober November December January February March April May June / / / / / / / / / / / 2003 Grow th by Month Since Inception

7 2010 Program Management Application/In-person METRO Eligibility Staff Appeals METRO Community/Board Appointed Certifying Authority METRO Transit ADA Standards Ride Reservations METRO ParaCruz Staff Customer Service METRO ParaCruz Staff Service Delivery METRO ParaCruz Vehicles Funding METRO Administration Federal Reporting METRO Administration / Legal Separation of eligibility, appeals and operations/service delivery functions promotes assessment environment that can make thorough, accurate and specific determinations independent of budgeting pressures and political influences.

8 2010 Eligibility Application Process Application requires in-person, transit evaluation. Eligibility office located at main METRO transit center. One published phone number for all ParaCruz matters. Call center staffed daily during service operation hours. Assessments scheduled, conducted, and processed within 14 days ADA paratransit application request. All passengers are required to present for in-person assessment of transit skills, receive determination (which specifies eligibility that is non-disability specific).

9 METRO ParaCruz Drop-Off Location Main Transit Center Entrance Pedestrian Crossing On-Street Metered Parking

10 Path of Travel to Assessment Office Public Parking Lot to Entrance Lane 1 METRO Transit Center Lobby Lane 1 Exit to Elevator Ground Level

11 Path of Travel to Assessment Office Transit Center Main Entrance Transit Center Main Entrance to Lobby Information Booth

12 Assessment Office Waiting Area

13 Path of Travel to Assessment Office Elevator Doorway 35 Interior 65 x 50 Hallway 2 nd Level to Assessment Interview Office

14 Eligibility Assessment Appointment

PASSENGER INFORMATION VERIFICATION Passenger Name Physical Address / Postal Notification Address Contact Phone Number Mobility Aid / Device /Service

15 PASSENGER INFORMATION VERIFICATION Passenger Name Physical Address / Postal Notification Address Contact Phone Number Mobility Aid / Device /Service Animal / Other Care Attendant / Sometimes / Always Language / Communication Accommodations Declared ADA Disability Category Physical Visual Cognitive

16 Compliant Devices Maximum 30 x 48

17 Paratransit IS Public Transit

18 Paratransit IS Public Transit

19 Paratransit IS Public Transit

20 ParaCruz Operations ParaCruz Administration and Operations Facility Training / Road Response Coordination

21 ParaCruz Operations Six Reservationists Two Schedulers

22 ParaCruz Operations One On-Site Mechanic Four Dispatchers

23 ParaCruz Operations Seven Cut-Away Buses Passenger Capacity

24 ParaCruz Operations 29 Mini-Vans 2 Mid-Sized Vans

25 Paratransit IS Public Transit METRO fixed-route service defines the scope of ParaCruz service. All service and policy changes to METRO service including ParaCruz eligibility and certification, must be reviewed by and authorized by METRO s Board of Directors prior to implementation. Reductions* or additions to fixed-route service may affect ParaCruz. *e.g. In 2004 METRO eliminated over $700,000 in fixed route bus service, impacting the ParaCruz service area.

26 Thank You for Traveling with Us

Downtown Boise Multimodal Center

Treasure Valley High Capacity Transit Study Downtown Boise Multimodal Center Environmental Assessment June 2009 Prepared by the Federal Transit Administration and Valley Regional Transit. U.S. Department