MCDOWELL COUNTY TRANSIT POLICY

NOTICE OF NONDISCRIMINATION (TITLE VI):

It is the policy of McDowell Transit as a Federal-aid recipient, to

Ensure that no person shall, on the grounds of race, color, national origin, sex, religion, age or disability, be excluded from participation in, be denied benefits of, or be otherwise subjected to discrimination under any of our programs and activities, as provided by Title VI of the Civil Rights Act of 1964, the Civil Rights Restoration Act of 1987, and all other related nondiscrimination laws and requirements.

• A complaint may be called into McDowell Transit Director at 828-559-0744.
• A complainant may file a complaint directly with the North Carolina Department of Transportation by filing with the office of Equal Opportunity and Workforce Services, External Civil Rights Section, 1511 Mail Service Center, Raleigh, NC 27699-1511,
• Attention Title VI Nondiscrimination Program;
• phone 919-506-1808 or 800-522-0453 or TDD/TTY: 800-735-2962
• A complainant may file a complaint directly with the Federal Transit Administration by filing a complaint with the Office of Civil Rights, Attention: Title VI Program Coordinator, East Building, 5th Floor-TCR,1200 New Jersey Ave, SE, Washington DC 20590

Discrimination Complaint Form
ADA Complaint Form

EEO (Equal Employment Opportunity)

Based on reasonable, job related requirements and shall not discriminate because of age, sex, race, color, religion, national origin, political affiliation, qualified disability, marital status, or genetic information.

ADA (Americans with Disabilities Act of 1990) Pertains to non discrimination to individuals with disabilities.

To file a complaint contact
Jason Hollifield, Transit Director
828-559-0744 or jason.hollifield@mcdowellgov.com

PASSENGER RULES AND PROCEDURES

All McDowell County citizens have a right to transportation provided by McDowell County Transit; as well as a right to be treated with courtesy, dignity and respect at all times by Transit personnel.

SCHEDULING APPOINTMENTS:

• Appointments for transportation services must be made by 10am the day before the service is rendered. Monday appointements must be made by 10:00am on Friday prior to Monday's appointment.
• All appointments must be scheduled with McDowell Transit Dispatch by calling 828-559-0744. Para Español 828-652-0727. When the office is closed, appointments can be made by leaving a voicemail message on line 2. Medicaid appointments are now scheduled with McDowell Transit or their Managed Care Provider (Modivcare, MTM and Vaya Health).
• Modivcare- 1-855-397-3604
• MTM- 1-877-598-7602
• VAYA Health- 1-888-621-2084
• Passengers will be picked up and dropped off at the locations specified when the appointment was made. If you need to be dropped at another location, you must notify Transit in advance.
• If you cancel 4 appts in one month the 4th cancellation will count as a “no show”
• All out of county appointments must be scheduled with the doctor’s office between 9am – 11am
  • Asheville: Mondays, Tuesdays and Wednesdays
  • Morganton/Hickory: Thursdays

Other destinations are based on availability and scheduled first come, first served basis. Riders will return when the last appointment has finished.

NO SHOW AND CANCELLATION POLICY:

• All trips must be canceled a minimum of two hours before the scheduled pick-up time. Any cancellation after this time will result in a “no-show.”
• If a passenger does not require transportation for their take home trip, they must call 828-559-0744 at least one hour prior to their take home time. Failure to do so will result in a “no show.”
• Passengers must be ready for the driver when the van arrives for pick-up. Transit policy is for drivers to wait (3) three minutes. If a passenger is not ready within three minutes, the driver will leave and the passenger will be documented as a “no show.
• Three (3) no shows in a three month period will result in a passenger being suspended from riding Transit for 30 days. If you have been suspended twice for “no shows” the 3rd suspension will be for 90 days.
• All cancellations, including Medicaid and Managed Care must be called into McDowell Transit 828-559-0744. Calls made outside hours must be left via voicemail on line 3.

ON BOARD VEHICLE RULES:

• A passenger’s right to transportation can be terminated by the transportation system due to misconduct of the passenger.
• Disruptive, unruly or abusive behavior to other passengers or the driver will not be tolerated.
• Passengers should always walk in front of the van when boarding and exiting.
• Drivers may assist you in getting on or off the van if necessary. They may not go inside a home, facility, day care, school, business, etc. with a passenger.

PACKAGE POLICY:

• Passengers who bring items onto the van with them, must keep those items in the seat with them. This means that no items should be in the aisle or walkway of the van. Passengers are also required to take all belongings with them when they exit the van. Passengers are only allowed to bring on the vehicle as many packages as they are capable of carrying in “one” trip.
• No profanity or vulgarity is allowed while on board a McDowell County Transit vehicle, with the exception of passengers whose actions and verbiage that are protected under ADA guidelines due to a disability.
• No weapons (knives or firearms) will be allowed on a McDowell County Transit vehicle.
• Pets (other than service animals) may be allowed on McDowell Transit vehicles ONLY if they are transported in a proper crate. If a passenger will be traveling with an animal, McDowell Transit must be notified when the trip is scheduled.
• Passengers are not permitted to eat, drink, smoke or use other tobacco products in any McDowell County Transit vehicle. Exceptions are made to allow eating or drinking which is medically necessary due to passenger’s medical condition or treatment, small children, and extended out of town medical trips.
• All passengers must wear seat belt to ensure the safety of all individuals in the vehicle. Passengers will be denied transportation services if they choose not to abide by the seat belt policy.
• No van will move until all passengers have been properly restrained with seat belts or wheel chair securement procedures. Riders will ask drivers if help is needed with seat belt securement.
• No inappropriate display of affection or sexual activity to the driver or another passenger will be allowed.
• No release of human waste, including spitting is allowed. This does not include instances of vomiting or incontinence due to treatment, medication, or illness.
• McDowell County Transit will reserve the right to refuse transportation to any passenger who appears to be intoxicated or under the influence of drugs.
• Passengers must be properly dressed as to not knowingly or unknowingly expose any part of their body that would be considered offensive to the driver or other passengers.
• Passengers must practice good personal hygiene before boarding a transit vehicle. This includes but is not limited to personal body odor. Failure to do so is inconsiderate of other passengers and the driver.

Non-Medicaid passengers under the age of 16 must travel with a parent or guardian. Medicaid passengers under the age of 18 must travel with a parent or guardian.

Procedures for violations of these rules are as follows:
A passengers right to transportation can be terminated by the transportation system due to the misconduct of the passenger. Disruptive, unruly or abusive behavior towards other passengers or the driver will not be tolerated.

First incident: Passenger’s whose behavior disrupts the driver or other passengers will be spoken to privately by the Director, or the designated official ( if the passenger is a human service agency client). The Director will state to the passenger the reason their behavior is objectionable and the steps the passenger must take to correct the behavior. The Director will also provide a written warning to the passenger.

Second incident:In the event the passenger continues their disruptive behavior, the Director will speak with the passenger and the passenger’s sponsoring agency representative (if the passenger is a human agency client) a second time. During this conversation, the passenger will be notified of a second written warning explaining the reasons their behavior is objectionable. The warning will also state the steps the passenger must take to correct their behavior. In addition, it will indicate that the rider’s privileges to use the transportation system will be suspended for 30 days.

Third incident: If third incident occurs, transportation privileges could be permanently suspended. The Director will present to the Transportation Planning Board the circumstances surrounding the incidents and the board will then decide whether or not to suspend transportation privileges. The suspension notice will be written, and hand delivered to the passenger or the passenger’s sponsoring agency (if the passenger is a human services agency client) or sent by certified mail to his/her address and to that of the sponsoring agency, if applicable.

The McDowell County Transit reserves the right to exceed the above violation procedures, including calling the police and having a disruptive passenger removed, should it become necessary for the safety of the driver and/or other passengers. Also McDowell County Transit reserves the right to forego the warning policy and automatically suspend a passenger upon a first incident violation.