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 2001. 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.
ADA Paratransit Eligibility A brief history of Santa Cruz Metropolitan Transit District s Paratransit ADA eligibility application and determination process.
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.
Program Management 1992-1994 Application / Phone Call Contractor Appeals None Certifying Authority Passenger Ride Reservations Contractor Customer Service Contractor Service Delivery Contractor Funding METRO Federal Reporting METRO
Program Management 1994-2003 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
Ridership Data 1992 2002 Prompting Audit & Recertification M ETRO P aracruz Registrants 12000 10000 July 31, 2002 10,052 regist rant s 8000 6000 4000 2000 July August Sept ember Oct ober November December January February March April May June 0 1992/ 1993 1993/ 1994 1994/ 1995 1995/ 1996 1996/ 1997 1997/ 1998 1998/ 1999 1999/ 2000 2000/ 2001 2001/ 2002 2002/ 2003 Grow th by Month Since Inception
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.
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).
METRO ParaCruz Drop-Off Location Main Transit Center Entrance Pedestrian Crossing On-Street Metered Parking
Path of Travel to Assessment Office Public Parking Lot to Entrance Lane 1 METRO Transit Center Lobby Lane 1 Exit to Elevator Ground Level
Path of Travel to Assessment Office Transit Center Main Entrance Transit Center Main Entrance to Lobby Information Booth
Assessment Office Waiting Area
Path of Travel to Assessment Office Elevator Doorway 35 Interior 65 x 50 Hallway 2 nd Level to Assessment Interview Office
Eligibility Assessment Appointment
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
Compliant Devices Maximum 30 x 48
Paratransit IS Public Transit
Paratransit IS Public Transit
Paratransit IS Public Transit
ParaCruz Operations ParaCruz Administration and Operations Facility Training / Road Response Coordination
ParaCruz Operations Six Reservationists Two Schedulers
ParaCruz Operations One On-Site Mechanic Four Dispatchers
ParaCruz Operations Seven Cut-Away Buses Passenger Capacity
ParaCruz Operations 29 Mini-Vans 2 Mid-Sized Vans
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.
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