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HomeMy WebLinkAboutCOM 1047.002 2014-2016 DANIEL K PALEKA, JR. �p�,►t:'.os;,,`'7, Public Safety&Mass Transit Council Member �„ ` Committee Chair v Districts Puna Mauka `i f :*I, ' - Phone: (808) 961-8263 25 Aupuni Street, Suite 1402 .... '�i�� ' Fax: (808) 961-8912 •Hilo, Hawaii 96720 Email: dpaleka@hawaiicounty.gov HAWAII COUNTY COUNCIL DATE: October 17, 2016 c 40 TO: Dru Mamo Kanuha, Council Chair --� And Members of the Hawaii County Council FROM: 4Zst Daniel K. Paleka, Jr., Council Member 111.1. Council District 5, Puna Mauka ' Go RE: Bill No. 240, An Ordinance Amending Chapter 18, Article 4 Of The Hawai`i County Code 1983 (2005 Edition, As Amended), By Adding A New Division Relating To The Hele-On Kako`o Complementary Paratransit Service. Attached is the County of Hawai`i Mass Transit Agency Hele-On Kako`o: Rider's Guide,to be used as a reference during discussion regarding the subject matter. Mahalo in advance for your consideration for this request. DP/nm Att. xc: Stewart Maeda, County Clerk Donna Goodenow, Council/Committee Svcs. Sup. Jeanette Aiello, Committee Svcs./VC Program Coord. Serving the Interests of the People of Our Island I .o q 7 2_ Hawai`i County Is an Equal Opportunity Provider And Employer Comm. No. Ref. To: 1�/e5 "11 C-- Ref. Date OCT 1 9 Mi 0/ } '�.I `' �' County of Hawaii "" 14' Mass Transit Agency r i E A ,0 ` TR HS14 4 Rider' s Guide Mass Transit Agency 25 Aupuni Street Hilo, Hawai`i 96720 (808) 961-8744 CALL CENTER RESERVATIONS (808) 640-1020 Rev 10/14/2016 Information in this Rider's Rider's Guide describes Hele-On Kako'o paratransit procedures for use by our eligible riders and caregivers. Because the Rider's Rider's Guide contains information summarized and condensed from a number of sources it may contain omissions or errors. The Rider's Rider's Guide is not legal advice, and it does not replace City, State or Federal laws that regulate and govern paratransit operations. 2 Table of Contents INTRODUCTION 5 ELIGIBILITY 6 UNCONDITIONAL ELIGIBILITY 6 CONDITIONAL ELIGIBILITY 6 TEMPORARY ELIGIBILITY 6 LENGTH OF ELIGIBILITY 6 VISITOR ELIGIBILITY 7 BRINGING OTHER PEOPLE 8 PERSONAL CARE ATTENDANTS 8 COMPANIONS 8 SERVICE AREA 9 MAP OF SERVICE AREA 9 HOURS 10 HELE-ON KAKO`O FARES 10 ONE WAY FARES 10 RESERVATIONS 11 INFORMATION YOU MUST PROVIDE 11 YOUR RESERVATION REQUEST 12 PICK-UP WINDOW 13 SHARED RIDES 13 VEHICLE TYPES 13 CALLING WITH TRIP OR RESERVATION QUESTIONS 13 CHANGING YOUR RESERVATION 14 CANCELING A TRIP 14 LATE CANCELS 14 STANDING ORDERS 14 TAKING YOUR PARATRANSIT TRIP 15 PICK-UP 15 5 MINUTE RULE 15 EARLY PICK-UPS 15 LATE PICK-UPS 16 NO-SHOWS 16 USING THE RAMP OR LIFT 17 CHILDREN ON PARATRANSIT 17 CARRY-ON PACKAGE LIMITATIONS 18 LIFE SUPPORT EQUIPMENT 18 TRAVELING WITH ANIMALS 19 DRIVER RESPONSIBILITIES AND BEHAVIOR 20 RIDER RESPONSIBILITIES AND BEHAVIOR 22 CAREGIVER RESPONSIBILITY 22 RIDER BEHAVIOR 23 PENALTIES 24 APPEALS 25 EXCEPTIONS TO THE RULES 25 FEEDBACK 26 COMPLAINTS 26 PRAISE 26 COMMENT CARDS 26 TRANSPORTATION COMMISSION 27 LOST AND FOUND 27 CONTACT INFORMATION 28 Introduction Hele-On Kako`o is a public transit service for people who are unable to use regular fixed-route buses because of a disability or a disabling health condition. Hele-On Kako`o transports riders in sedans, or in vans equipped with a wheelchair lift or ramp. Hele-On Kako`o was established by the County of Hawaii to meet requirements of the Americans with Disabilities Act (ADA). To Caregivers and Social Service Agencies: This document was written for all paratransit riders and is phrased as if the rider is reading the document. We know that many caregivers and others will assume the responsibility of reading and understanding this information as well as making reservations and other arrangements for the rider. However, if the person you take care of will be riding without an attendant, it is very important that he or she be able to follow the basic rider responsibilities. Contacting Hele-On Kako`o is easy. Call (808) 961-8744 5 Eligibility To use Hele-On Kako`o, you must fill out an application form, complete a short interview (normally done over the phone), schedule and complete an in-person assessment, and be found eligible for the service. There are three types of eligibility. You will be informed which of the three you have: unconditional, conditional, and temporary. Review your eligibility type so you understand what kind of service you will receive. If have questions about eligibility, call Hele-On Kako`o. Unconditional Eligibility If you are never able to use the fixed-route buses without having another person there to help you, you will have unconditional eligibility for paratransit. That means that you will be allowed to take all your requested transit trips on Hele-On Kako`o where paratransit service is provided. You may choose to travel on the fixed-route when you can, for example when traveling with an attendant. Conditional Eligibility If the Mass Transit Agency determines that you are able to use the fixed- route independently for some trips, but not others, you will be given conditional eligibility. You will be allowed to take some of your trips using Hele-On Kako`o service. We will explain which trips you may take on Hele-On Kako`o, and which trips you should plan to take on the regular transit. We may refuse to provide a paratransit trip that you are able to take on the regular fixed-route bus. Temporary Eligibility If your disability is temporary or your health is expected to improve, you will be given paratransit eligibility for a limited time, after which you are expected to return to using the regular fixed-route buses. Length of Eligibility Eligibility to use Hele-On Kako`o service is assigned for a maximum period of three (3) years. You must reapply every three years for continuous service. Reapplication is required even when your disability is permanent and unchanging. 6 Visitor Eligibility All public transit agencies in the United States offer paratransit services to meet the requirements of the ADA. If you travel outside of Hawaii County jurisdiction your eligibility would allow you to use the ADA paratransit systems of any public transit agency in the United States for up to 21 days per year. wAk-v itaw / --- 4,0„ /*TA pi ‘ ir • / 11441 la A 7 Bringing Other People ADA eligible riders, their personal care attendants (PCA), and their companions are allowed to use Hele-On Kako`o. Both personal care attendants and companions must travel to and from the same locations as the eligible rider they are traveling with. You must make reservations for them when you make the reservation for yourself. Personal Care Attendants A personal care attendant is someone you need to help you to perform daily activities, such as dressing, traveling in a wheelchair, or finding your way. When you apply for paratransit, you will be asked about your use of personal care attendants. Personal care attendants pay no fare when they ride with you. Companions A companion can be a friend, relative, or other person who is traveling with you, but is not coming along primarily to help you. You must make a reservation for your companion when you make your own reservation. You are able to take one companion, but additional companions can only be added on the day of service if there is room. Companions pay the same fare as you to ride paratransit. 4"n 1-t ay 8 Service Area Hele-On Kako`o service is available only within the intra-Hilo and intra- Kona fixed-route areas shown on the map below. Map of Service Area PARATRANSIT SERVICES j INTRA-HILO ROUTE , 1 3 \\ R rirer..m we ::. ..„...i. ---YUNARO ,,..f1n'aa�nnAa 3' RA'flbdsSNA KA tIMAN I (,I Rd 1 C. PARASERVICES INTRA-KONATRANSIT ROUTE y ./ f II () Hours ADA paratransit is designed as a complement for the regular fixed- route bus service. Therefore, Hele-On Kako`o service is only available along the intra-Hilo and intra-Kona operating bus lines. Specifically, paratransit service is available within one (1) mile of our fixed-route bus routes during the same hours that buses are running on those routes. Both the origin and destination of the paratransit trip must meet this standard. The Mass Transit Agency will tell you if paratransit will be available for any particular trip you might want to make. Paratransit service is available Monday through Saturday: Hilo 7:00AM — 5:00PM Service does not operate on Sundays and Kona 7:00AM — 7:30PM holidays recognized by the County of Hawaii Hele-On Kako`o Fares When you make a reservation for a trip on Hele-On Kako`o, you will be told the fare for your trip. You must pay your fare as soon as you get into the vehicle. Drivers will only accept cash or Hele-On Kako`o ride coupons. Cash fare must be made for your entire trip at boarding. Please bring exact change as the drivers cannot make change. Ride coupons may be purchased ahead of time at the Hawai'i County Mass Transit Agency office located at: 1266 Kamehameha Ave, A-2 Hilo, Hawaii There are no quantity limits, discounts, expiration, refunds or exchanges on coupon purchases. Each coupon is good for a single one-way trip for an eligible rider when presented with a valid paratransit identification card. ONE WAY FARES are $4 for each origin-to-destination trip. If you are making multiple stops in a day, you will be charged $4 or one (1) ride coupon for each trip. A trip consists of each time a passenger boards and then disembarks the vehicle. CALL CENTER (808) 640-1020 10 Reservations Travel on Hele-On Kako`o is by advance reservation only. Reservations are made on the phone to the Hele-On Kako`o Call Center. Reservation calls are accepted from 7:45 a.m. to 4:30 p.m. Monday through Saturday. You must make your reservation by 4:30 p.m. the day before your trip. You can make a reservation as early as 14 days in advance. Information You Must Provide Either you or your caregiver can call to make a reservation for you. A Hele-On Kako`o Call Center representative will take down your reservation request and assign your trip to a vehicle. Please have the following information ready to make a reservation: • Your name as it appears on your Hele-On Kako`o identification card. • A contact number. • The address where we will pick you up. • The address where we will drop you off. • Any special instructions that the driver may need, such as gate codes, directions to a hard-to-find driveway, etc. • The date you want to travel. • The time you want to be picked-up OR the time you want to be dropped-off at your destination. • The time of your appointment if you are traveling to one. • Whether you are traveling with a personal care attendant or a companion. • Whether you are traveling with a service animal. • Whether you will be using a mobility aid such as a wheelchair, walker, or scooter. (C CALL CENTER (808) 640-1020 11 Your Reservation Request You have the option of requesting a reservation based EITHER on the pick- up time you want, OR on the time you want to be dropped off at your destination. If you want to be dropped off at a particular time, the Call Center Representative will use a best estimate to schedule a pick-up time for you. He/she will take into consideration traffic and other factors, such as other riders being picked up and dropped off along the way. While the Call Center Representative will offer you the best reservation time possible, understand that the exact pick-up time you want may not be available. Call Center Representatives can only check a limited number of different times for your reservation. If you are unhappy with the times initially offered, there are only limited alternative times available CALL CENTER (808) 640-1020 12 Pick-Up Window When you make your reservation, you will be told a 30-minute range of time during which you can expect the Hele-On Kako'o vehicle to arrive to your departure location. This 30-minute period is called a "pick-up window." Your vehicle may arrive at any time during the 30-minute "pick-up window," but is generally 15 minutes prior to or 15 after your scheduled pickup time. Shared Rides Hele-On Kako'o is a "shared-ride" service. This means that other riders with different destinations will be picked up and dropped off along the way. Your trip will take longer than if you took a taxi or drove yourself. Your ride may take a similar amount of time as the same trip would take on a fixed-route bus. Vehicle Types Hele-On Kako'o operates vans equipped with a wheelchair lift or ramp. Assignment to a particular vehicle is at Hele-On Kako'o's discretion. Calling with Trip or Reservation Questions The Hele-On Kako'o Call Center is open Monday through Saturday from 7:00 a.m. to 7:30 p.m., closed on Sunday and holidays. You may call 640- 1020 during these hours of operation with questions about your reservation or your trip. CALL CENTER (808) 640-1020 13 Changing Your Reservation You must contact the Call Center at least one day prior to your scheduled trip in order to make changes. A one-day advanced reservation is required for all trips regardless of the nature of the trip. Requests for changes on the day of your trip cannot be accommodated. Do not ask the driver to make changes to your trip, such as dropping you at a different address. Drivers are not allowed to make changes to the trips they are assigned. Canceling a trip If you decide not to take a scheduled trip, call to cancel as soon as you know the trip is not needed. Cancelations should be made at least two (2) hours prior to your scheduled pickup time, but you can call to cancel at any time of the day or night. If it is not during business hours, your message will be recorded. If you cancel your trip earlier than that, there is no penalty. Timely cancelation of trips reduces wasted time and saves valuable resources. Late Cancels There are penalties for not calling in at all to cancel a ride and canceling trips less than two (2) hours ahead of the scheduled pickup time. "No Shows" and late cancels will be subject to suspension of service if behavior is repeated. After four (4) late cancels or"no shows"within a calendar quarter, paratransit service will be suspended for a period of 30 days. Standing Orders If you need to go to the same destination repeatedly, at least once a week, for at least a month, you may request a standing order. Once a standing order has been set up, Hele-On Kako`o will continue to pick you up without the need for you to make an individual reservation for each trip. If there is no immediate space for your standing order, you may be put on a waiting list. While you are on the waiting list, you will need to make individual reservations for each day's trips via the regular process. Contact the Call Center to request a standing order. CALL CENTER (808) 640-1020 14 Taking Your Paratransit Trip rI in.O 1-1 1 3 v Pick-up Remember, when you make your reservation, the Customer Service Representative will confirm your trip by giving you a 30-minute "pick-up window." Your vehicle may arrive to pick you up at any time during the window, but you must be ready to leave and go to the vehicle at the beginning of your pickup window. The pickup window is normally 15 minutes prior to and after your pickup time (e.g. your pickup time is scheduled for 9:00 a.m. Your pickup window is between 8:45 a.m. and 9:15 a.m.). Upon pickup it is your responsibility to wait in a location that you will be able to tell that the Hele-On Kako`o vehicle has arrived. Drivers are not allowed to lose sight of their vehicle at any time. Drivers will not leave a vehicle unsupervised with passengers aboard. 5 Minute Rule Be ready! The driver will only wait five (5) minutes for you! It is your responsibility to be ready to take your trip. If you do not meet the vehicle when it arrives, your driver will make a reasonable attempt to find you or have the Hele-On Kako`o Call Center attempt to contact you via phone. If you cannot be located or choose not to start boarding within five (5) minutes, the driver will leave and continue on to their next pickup. If you miss your pickup, there may be a substantial wait for a replacement pickup from Hele-On Kako`o. In addition, you may be penalized for failing to take the trip. Early Pick-ups Sometimes your vehicle will arrive before the beginning of the window because of a cancellation or especially light traffic. If your vehicle arrives before the pick-up window, you may wait to get on the vehicle until the start of your confirmed pick-up window, or you may get into the vehicle and leave right away. It is your choice. 15 Late Pick-ups Sometimes your vehicle may be late picking you up. If your vehicle has not arrived by the end of the pickup window, you may call the Hele-On Kako'o Call Center to find out the estimated arrival time. If your ride arrives late, you may decline to take the trip and you will not be penalized. No-shows If you don't take a trip you have reserved on Hele-On Kako'o, and you didn't call to cancel it ahead of time, it is called a no-show. It is a serious violation of Hele-On Kako'o's rules for riders. Canceling a trip less than two (2) hours before the scheduled pick-up carries the same penalties as a "no show." You will be penalized if you have a pattern of repeated no- shows or late cancels. After four (4) late cancels or "no shows" within a calendar quarter, paratransit service will be suspended for a period of 30 days. If you "no show" a ride, Hele-On Kako'o will make every effort to determine whether you will still need other rides you may have scheduled that day. If we believe you will not be using the return ride on a round trip or other rides scheduled that day, they will be cancelled. Therefore, it is important that if you "no show" a trip, you must call the Hele-On Kako'o Call Center immediately to let us know that you will still be using other rides you have reserved that day. 0 till° 16 Using the Ramp or Lift If you can walk, but find using the stairs difficult, you can board the vehicle using the ramp or lift. Hele-On Kako`o vehicles have passenger ramps or lifts that meet ADA requirements. ADA requires our ramps and lifts to accommodate wheelchairs and other mobility devices up to 48 inches long by 30 inches wide, weighing up to 600 pounds when occupied. If your mobility device is larger or heavier, Hele-On Kako`o may not be able to safely transport you and your device. Children on Paratransit Children may travel on Hele-On Kako`o as eligible riders and as companions. Children pay the same fares as adults. Hawaii State Law requires children under the age of four (4) must ride in a child safety seat and children between the ages of four (4) through seven (7) must ride in a booster or child safety seat. Parents or guardians must provide their own child safety/booster seat and take it with them when they exit the vehicle. Hele-On Kako`o will not transport any child under the age of eight (8) without a safety seat. Our drivers will help you install your child safety seat if you need assistance, however drivers are not permitted to lift or carry children. Children as Eligible Riders Children whose disability (as opposed to their age) would prevent them from using the regular buses by themselves may be eligible for paratransit. Very few children under the age of 5 meet this requirement. However, children under the age of 5 who are eligible must travel with a parent or a personal care attendant. Older eligible children may be required to travel with a personal care attendant if the child is seriously disruptive or presents a safety hazard to themselves or others. .+1' avie PAM'. AV* IN 1%144 414.4 ++•+ . 17 Children as Companions Eligible riders may bring one child as a companion and may bring additional children if space is available. The rider should call on the day of service to find out if there is room for additional companions. The eligible rider must be able to manage the child by themselves or with the help of their personal care attendant. Carry-On Package Limitations You may only travel with the amount of packages that will fit comfortably on your lap, at your feet, or under the seat without interfering in the movement of your fellow passengers during transport. You must be able to carry your packages by yourself or with the help of your attendant or companion. Life Support Equipment Respirator, portable oxygen, or other life support equipment is allowed as long as it does not violate laws or rules related to transportation of hazardous materials. Your equipment must be portable and small enough to fit into the paratransit vehicle and able to be managed by you or your personal care attendant and not interfere with the comfort and safety of other passengers. two 0 e 4 cillitti , 18 Traveling With Animals Service Animals A service animal that has been trained to help with your disability is allowed to accompany you on Hele-On Kako`o vehicles. The service animal must be under your direct physical control and well behaved. It must not soil or damage the vehicle, bark, growl, or act in an aggressive or threatening manner to other riders. The Call Center representative must be notified that you are bringing a service animal when you make your reservation. Pets You may travel with a small pet as long as the animal is fully enclosed in a secure container that you can manage and hold on your lap or place at your feet. Please notify the Call Center representative at the time of your reservation that you will be traveling with a pet. Driver Responsibilities and Behavior Hele-On Kako`o drivers have many responsibilities. Our drivers are required to: • Get out of the vehicle and let you know they have arrived. • Offer assistance, such as pushing your wheelchair or offering their arm to help you walk a short distance safely to the vehicle and assisting you in and out of the vehicle. • Wear a uniform. • Operate the vehicle and ramp/lift in a safe manner and safely secure wheelchairs in the vehicle. • Keep their vehicle in sight at all times. • Be courteous at all times. • Collect the fare from those listed on the manifest. • Give you a receipt for the fare if requested. • Transport only the riders assigned to them along with attendants and companions, who have reservations. • Go only to the destinations listed on the manifest or as notified by the Call Center dispatcher. ( L, —" L ( \ N 20 Drivers are NOT ALLOWED to: - Enter the rider's residence or go past the point where they cannot monitor other riders in either a public or private building. • Leave passengers in the vehicle unattended. • Perform any personal care assistance, such as assisting riders to dress or help administering medicine. • Smoke, eat, or drink while the vehicle is in service. • Use cell phone for personal calls or texting, play loud music, or wear headphones. • Engage in unnecessary conversation with passengers as it can be distracting and a safety concern. • Carry passengers or their belongings including animals, bags or packages. • Wait while you "just go in here for a minute." • Alter the scheduled pickup and destination points. • Take information from the rider about cancellations or changes in reservations. • Accept tips, lift or carry riders, or carry wheelchairs up and down steps. All drivers are trained in basic first aid, but they are not medical technicians. If there is a medical or health emergency on-board, such as a rider having a seizure, the driver will pull over, call 911 , and wait for trained help. 41111101111h, • 4111111111111111111, 21 Rider Responsibilities and Behavior Riders, their companions, and their personal care attendants must be responsible in their use of Hele-On Kako`o and follow our rules of conduct to ensure the safety and comfort of all riders and the driver. Caregiver Responsibility Some rider's cognitive impairments, mental disorders, or memory challenges are such that they cannot be safely left on their own at either the pickup or the drop-off point. It is the responsibility of the rider's caregiver or family to clearly identify these riders to Hele-On Kako`o so that Hele-On Kako`o can inform the driver and take appropriate precautions. However, the driver cannot act as an attendant for these riders. Cognitively impaired riders will be allowed to travel without an attendant only as long as they exhibit safe behavior in the vehicle. An attendant or caregiver must be present at the pickup point and at the drop-off point for riders who cannot be left alone. If a responsible attendant or caregiver is not present when the driver attempts to pickup or drop-off these riders, it can seriously disrupt the driver's schedule. If Hele-On Kako`o encounters absences of an attendant or caregiver, service to the rider may be suspended and the situation reported to adult protective services. ,,,,,,,44 r,- oe ''C:0!i ' A,,7 T-4k 22 Rider Behavior Riders, companions, and personal care attendants must: • Avoid no-shows and late or repeated cancellation of reservations. • Get aboard the vehicle promptly, remain seated once on board, wear the seat belt, and keep arms, legs, and head inside the vehicle. • Always pay the fare. Riders, companions, and personal care attendants must not: • Eat, drink, play radios or CDs aloud, or litter on the vehicles. • Soil the vehicle with bodily fluids or waste, or fail to maintain acceptable standards of personal hygiene. • Distract the driver or interfere with the vehicle or equipment. • Carry fireworks, flammable liquids, or weapons aboard the vehicle. • Use abusive, threatening, or obscene language to other riders or any Hele-On Kako`o staff. • Commit violent or illegal actions • Fraudulently obtain paratransit service for themselves or for others. • Behave in ways that disrupt the service or delay the vehicle. • Harass other riders or Hele-On Kako`o staff, including racial, sexual, gender, or age-related harassment. 23 Penalties The basic penalty for no-shows and late cancels is a 30-day suspension of service after three (3) no-shows or late cancels in a calendar quarter. You will be warned in writing if you have accrued two (2) no-shows or late cancels in a quarter. If you are suspended and then continue to show a pattern of no-shows or late cancels after your original suspension has ended, you may subsequently be suspended for longer periods, as shown below. Period of Suspension First suspension 30 days Second suspension* 60 days Third suspension* 90 days Fourth suspension* Indefinite pending demonstration that the problem behavior can and will be changed. Minimum 90 days. *within two years of the previous suspension You are not penalized for no-shows or late cancels that occur because of sudden emergencies, which make it impossible for you to cancel more than one hour before your trip. However, because only a two (2)-hour notice is needed to cancel, it is anticipated that you will usually be able to cancel in a timely fashion. You are not penalized for being a no-show if your ride arrived late, that is, after the end of the pick-up window, or if a reservation error was made by the Call Center representative. You are encouraged to discuss your record with staff if you feel you have been "no- showed" in error. Suspension is also the penalty for offenses and failure to comply with acceptable raider behavior other than no-shows or late cancels. Based on the seriousness and frequency of the offense, penalties generally follow the progressive procedure above. However, immediate indefinite suspension of service may be imposed if that is necessary to preserve the safe operation of Hele-On Kako`o. Unless immediate suspension is warranted, a rider will receive a written or verbal warning before being suspended so that they can correct the behavior that is causing the problem. Anyone who commits a physical assault or other illegal act will also be subject to criminal prosecution. 24 Appeals If you are suspended, you have the right to appeal. You will be sent information about how to appeal with your suspension notification letter. A rider who formally submits a written appeal for a suspension resulting from multiple no-shows and/or late cancels will be allowed to continue use of Hele-On Kako'o paratransit services pending the outcome of the appeal. For other types of suspensions, the Mass Transit Agency administration will decide on a case-by-case basis whether a rider who has appealed a suspension can use the service pending the outcome of the appeal hearing. This decision will be based on consideration of the safety and security of system operation. Exceptions to the Rules Hele-On Kako`o recognizes that some disabilities and health-related conditions may cause people to act in ways that may break some Hele-On Kako'o rules. For example, a person with some conditions may have involuntary verbal outbursts. Hele-On Kako'o will take disability-related conditions into consideration before suspending service. However, suspension will still be an option if it is necessary to maintain the safe operation of the system. In such cases, service can be restored when the rider and the rider's caregivers develop a plan to ensure that the safety of Hele-On Kako'o staff and riders are not compromised. I I/ el I v 11 Itosiiimimumoir 25 Feedback: Complaints Hele-On Kako`o uses communication to and from our riders to keep track of how the paratransit system is operating. Please call to let us know when you have a problem, so that we can work to correct it for the future. If you have a problem on a trip, just give us your name, the date, and approximate time of your trip. We can identify the Call Center representative who made your reservation or the driver who provided the ride. You can make a complaint in any of the following ways: - Tell a Call Center Representative that you want to make a complaint. • Call the Mass Transit Agency and inform them of your complaint. - Write to the Mass Transit Agency. The Mass Transit Agency will let you know that your complaint has been received. All complaints are acted on. You may be contacted to let you know the outcome of the investigation. Praise It's important to let staff know when things go well. Use any of the above methods to communicate your positive experiences. Your praise will be forwarded to drivers or other staff if you desire. Comment Cards All vehicles carry comment cards. Ask the driver for one. You can fill one out and give it to the driver or mail it in after your trip. 26 Transportation Commission Hele-On Kako`o is part of the Transportation Commission. You can attend meetings and speak to the committee. You can also apply to be a member of the commission. Call the Mass Transit Agency for more information. Lost and Found Riders, attendants and companions are responsible for keeping track of personal possessions while traveling on Hele-On Kako`o. If you discover you have left something on a vehicle, contact the Call Center to report it. If the item is found, you will be contacted and told where the item is being stored. If you do not pick-up your item within 30 days, it will be donated to charity. If you take a Hele-On Kako'o ride to pick up your item, you will be charged the normal fare. 27 Contact Hele-On Kako`o Paratransit A2B Transportation Services (808) 640-1020 CALL CENTER • Reservations M-Sat, 7:45 am to 4:30 pm • Ride Cancellations 24 hours (leave a message after hours) • Call Center/Dispatch M-Sat, 7:00 am to 7:30 am • Complaints M-Sat, 7:45 am to 4:30 pm County of Hawaii Mass Transit Agency Paratransit Service 1266 Kamehameha Ave, A-2 Hilo, Hawaii 96720 (808) 961 — 8744 • Administration M-F, 7:45 am to 4:30 pm • Eligibility Phone Interview M-F, 7:45 am to 4:30 pm • Eligibility In-Person Assessment M-F, 7:45 am to 4:30 pm • General Information M-F, 7:45 am to 4:30 pm • Complaints M-F, 7:45 am to 4:30 pm • Interpreter Service M-F, 7:45 am to 4:30 pm Hele-On Kako`o Paratransit Specialist • Eligibility Process and Questions • General Paratransit Questions • Rider Feedback • Lost and Found • Community Outreach 28