HomeMy WebLinkAboutGO_Plus_Paratransit_System_Policies_and_Info
GO Plus
Paratransit System Information
and Policies
GO Plus is a service of GO Transit
GO Transit
926 Dempsey Trail
Oshkosh, Wisconsin 54902
www.rideGOtransit.com
(920)232-5340
Effective: June 15, 2016
Revised: January 1, 2019, August 26, 2019, July 14, 2020, July 5, 2022,
January 16, 2023, May 18, 2023, November 13, 2024, February 11, 2026
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Table of Contents
SECTION I: PARATRANSIT SERVICE DESCRIPTION ........................................... 3
A. Service Background ................................................................................................ 3
B. Paratransit Programs .............................................................................................. 3
C. Eligible Riders .......................................................................................................... 4
D. ADA Levels of Service & Fares ............................................................................ 4
E. Service Reservation and Scheduling ................................................................... 6
SECTION II: SERVICE POLICIES ................................................................................ 6
A. Trip Scheduling/Reservations ............................................................................... 6
B. User Card ................................................................................................................. 7
C. Pick-up Window ....................................................................................................... 7
D. 5-Minute Wait Time ................................................................................................. 7
E. Cancellations ............................................................................................................ 7
F. No-Shows ................................................................................................................. 7
G. Wheelchair Capacity............................................................................................... 7
H. Driver Assistance .................................................................................................... 8
I. Prohibited Behaviors ................................................................................................ 8
J. Personal Care Attendants and Companions (applies to ADA paratransit services) 8
K. Visitors & Reciprocal Eligibility .............................................................................. 8
L. Medical Equipment .................................................................................................. 9
M. Trip Purpose ............................................................................................................ 9
N. Carry-ons .................................................................................................................. 9
O. Multiple Destinations .............................................................................................. 9
SECTION III: ADA PARATRANSIT ELIGIBILITY PROCESS................................... 9
A. Application Materials ............................................................................................... 9
B. ADA Paratransit Eligibility Process ..................................................................... 10
Eligibility Criteria: .................................................................................................... 10
Type of ADA Eligibility: .......................................................................................... 10
SECTION IV: RIDER POLICY ..................................................................................... 11
A. No-Shows (ADA paratransit) ............................................................................... 11
B. Seriously Disruptive Behavior ............................................................................. 12
C. Public Health Threats ........................................................................................... 13
D. Refusal to Comply with Safety Rules ................................................................. 13
E. Service Refusal Process ...................................................................................... 13
F. Appeals Process .................................................................................................... 13
G. Complaints ............................................................................................................. 14
SECTION VI: PARATRANSIT PERFORMANCE MONITORING .......................... 16
A. On-Time Performance .......................................................................................... 16
B. Phone System Access .......................................................................................... 16
C. Overall Customer Satisfaction............................................................................. 16
D. System Capacity ................................................................................................... 16
SECTION V: GO TRANSIT’S ACCESSIBLE BUS SERVICE................................. 17
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SECTION I: PARATRANSIT SERVICE DESCRIPTION
A. Service Background
GO Transit offers paratransit service programs to individuals with disabilities,
seniors, and low-income workers. The paratransit service is called GO Plus.
Paratransit is a demand response service where the vehicle does not follow a
fixed-route or schedule. The service is origin to destination with the service area
defined by each program. The goal of GO Plus is to provide mobility options and
to fill gaps where no other means of transportation exists .
All of GO Plus’s paratransit services are provided by a contractor. The contractor
utilizes demand-response sedans and accessible vans to serve the needs of
ambulatory and non-ambulatory riders. The service is shared-ride, so a rider may
share the vehicle with other users during their trip. The current provider is
Oshkosh City Cab Company and Cabulance.
The Americans with Disabilities Act (ADA) requires federally-funded public transit
systems to provide a complementary paratransit service for individuals with a
disability whose condition prevents them from using the fixed-route bus service.
GO Plus’s core paratransit service program was established to comply with the
ADA; however, a broad funding partnership allows GO Plus to offer paratransit
service to users, areas, and service times beyond what is required by the ADA.
This document is designed to provide information regarding GO Plus’s ADA
paratransit programs. Some of the ADA standards cited in this document do not
apply to non-ADA paratransit programs.
B. Paratransit Programs
GO Plus’s paratransit system is comprised of several separate programs tailored
to specific rider groups. The programs are funded by the City of Oshkosh,
Winnebago County, rural townships, State of Wisconsin, Federal Transit
Administration, and user fares. Program rules and eligibility are determined by
the requirements of the funding sources used to establish each program. Below
is a brief summary of each paratransit program.
ADA – This ADA-required program provides demand response ramp-equipped
van or sedan service within the City of Oshkosh to ambulatory and non-
ambulatory riders with disabilities. There is no limit to the number of rides taken
and trips cannot be denied based on trip purpose.
Senior Dial-a-Ride – This program provides demand response transportation
service within the City of Oshkosh to riders age 60 and older (Dial-a-Ride). The
service is currently provided with sedans. There is no limit to the number of rides
taken and there are no restrictions for trip purpose. This program is not required
or regulated by the ADA.
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Access to Jobs – This program provides transportation within the City of
Oshkosh to low-income workers whose employment location is not served by a
bus route or whose work hours occur after bus hours. This program can only be
used for transportation to and from an employment site. When approved by the
applicable case worker, eligible users can use the service to transport children to
childcare. This program is not required or regulated by the ADA.
Rural Programs (Rural Under 60 & Rural Over 60) – These programs provide
demand response transportation service within Winnebago County to riders with
a certified disability (Rural Under 60) or age 60 and older (Rural Over 60). The
service is available to rural residents of the County. Transportation is provided
with sedans and lift-equipped vans. There is no limit on trip purpose; however,
riders are restricted to only 10 rides per month. These programs are not required
or regulated by the ADA.
For more information about each paratransit program, contact GO Plus or visit
www.rideGOtransit.com.
C. Eligible Riders
To become eligible, riders must complete an application and/or provide specific
information related to the program. To qualify as disabled, individuals with
disabilities must be ADA-certified by GO Plus as unable to use the bus routes.
The ADA certification may be conditional or unconditional depending on the
applicant’s abilities. See “Section III ADA Paratransit Eligibility Process” of this
document for more information about ADA certification.
If the application is approved, eligible riders receive an ID card under most
programs. The card is used to access the service and shown to the driver each
time a ride is taken. Each program card has a unique color (see table below).
Program ADA W/C ADA Senior Dial-a-Ride Access to Jobs Rural Programs
Card Color Yellow Green Brown Orange Red and Blue
It is the rider’s responsibility to keep the card’s information current and riders
must reapply if their card expires. If a rider’s address or name changes, the rider
should contact GO Plus to update this information. To remain eligible, individuals
with disabilities are required to reapply for ADA certification before the expiration
date listed on their card, Rural Program participants 60+ must call the Go Transit
office to renew their card before the expiration date, Rural Program participants
under the age of 60 must reapply every year, and Senior Dial-a-Ride users need
only apply once.
D. ADA Levels of Service & Fares
GO Plus’s ADA paratransit services offer three different levels of service: basic,
premium, and after-hours. Basic service is a curb-to-curb service. The rider is
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responsible for travel to the vehicle for pick-up at the origin and away from the
vehicle at the destination. Once near the vicinity of the vehicle, the driver will
assist with loading, securement, and unloading. Additional assistance is provided
when needed by the rider due to physical barriers (e.g., sidewalk construction or
adverse weather) or the nature of the rider’s disability (e.g., a rider with visual
disabilities may require driver assistance to the door). Basic service is never
through a door. The basic service fare is only available during GO Transit bus
hours. See “Fares” section below.
Premium service occurs when driver assistance is requested beyond basic at the
origin and/or destination. Premium service includes service when the vehicle is
left unattended for a substantial amount of time or when the vehicle is out of
driver’s sight. Premium service does not include assistance up or down more
than two stairs or transfers (e.g., assistance from mobility device to bed) or up
floors in a building. If premium service includes assistance through a door, it is
limited to a facility’s common area or reception desk. As a general rule, driver
assistance will not last longer than five (5) minutes away from the vehicle. The
premium service fare is only available during GO Transit bus hours.
After-hours service includes trips provided when GO Transit’s bus service is not
in operation. This includes Sundays. This service is not required by the ADA.
GO Plus ADA, Senior DAR and Rural Programs operate Monday – Saturday,
6:00 am to 10:00 pm and on Sundays from 7:00 am to 3:00 pm. The Access to
Jobs program operates 24/7. There is no GO Plus services on the following
holidays: New Year’s Day, Memorial Day, July 4th, Labor Day, Thanksgiving,
Christmas, or days celebrated as such.
The provider schedules all available vehicles during the daytime and periods of
peak demand based on advanced scheduled trips. There are fewer vehicles
available during late night/early morning service times, so advanced scheduling
is required to ensure service.
Fares
Service/Program One-Way Fare* Card Color Resident Served
Basic $3.00 Yellow & Green City
Premium $4.00 Yellow & Green City
After-hours $6.00 Green, Yellow, and
Brown City
Senior Dial-a-ride $4.50** Brown City
Rural Under 60 $7.00 Red Rural Winnebago County
Rural Over 60 $7.00 Blue Rural Winnebago County
Access to Jobs $4.00 Orange City
Note: Fares are subject to change.
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Agency tickets can be used as payment for all rides authorized by the Lakeland
Care District, Community Care, State of Wisconsin’s non-emergency medical
transportation broker, and IRIS within the rules of the applicable paratransit
program. The agency ticket covers basic or premium service for ADA programs.
If needed by the member, agency tickets may also be used for rides provided
after bus hours. Agency tickets must be purchased from GO Transit.
E. Service Reservation and Scheduling
Paratransit riders reserve trips by calling the service provider’s dispatch number.
Riders should be prepared to provide the dispatcher the following information:
first name; last name; phone number; program used; how they intend to pay the
fare; origin address; destination address; level of service needed (basic or
premium); accompanying companion(s), if needed; accompanying equipment
(e.g., oxygen tank and respirators); and desired arrival time.
Riders must reserve trips by 4:30 pm the day prior to the trip. Advanced service
scheduling is required to allow the provider to meet all trips effectively. If trips are
not scheduled in advance, on-time performance and overall service effectiveness
declines significantly.
There are two types of advanced reservation: next day and subscription. Next
day service includes trips scheduled by 4:30 pm the day prior to the trip.
Subscription service is defined as trips that are scheduled in advanced and set
up for a rider to occur on a regular basis (daily, weekly, or monthly).
Return trips from medical appointments (known as will-calls) cannot be
scheduled. Will-calls are not scheduled because of the unknown duration of
medical visits. Return trips from medical appointments are requested by the rider
as needed and are usually served within 45 minutes of initial call.
SECTION II: SERVICE POLICIES
Each year, GO Plus’s paratransit system provides over 100,000 rides to
individuals with disabilities, seniors, and low-income workers. To ensure safe,
efficient and effective service, the following policies have been established.
A. Trip Scheduling/Reservations
Arrangements for a ride must be scheduled with the provider’s dispatcher by 4:30
pm the day prior to the trip.
During periods of high demand, it may be necessary for dispatchers to negotiate
pick-up times; however, individuals will not be required to schedule a trip more
than one hour before or after the desired pick-up time.
If the amount of future subscription service demand limits the provider’s capacity
to meet next day service requests, subscriptions may be capped at 50 percent of
all scheduled trips.
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The provider’s dispatchers assign drivers to trips to ensure maximum
effectiveness of the paratransit system and meet all demand. The dispatcher will
not assign any passenger exclusively to a specific driver or allow passengers to
request specific drivers.
B. User Card
All eligible riders receive a paratransit program card after their application is
processed. The card must be current (correct user address and not expired) and
presented to the driver each time a ride is taken.
C. Pick-up Window
When your pick-up time is scheduled, the vehicle can arrive anytime within a 30-
minute pick-up window, which is defined as fifteen minutes before and fifteen
minutes after the scheduled pick-up time. For example, if your appointment is
scheduled for 9:00 am, the pick-up window time frame is 8:45 am – 9:15 am. It is
the rider’s responsibility to be prepared to board the vehicle within the pick-up
window.
D. 5-Minute Wait Time
Once the vehicle arrives for a pick-up, the driver will wait up to 5 minutes for a
passenger. If the rider is not prepared to board, the t rip will be counted as a no-
show and the vehicle will be dispatched to another location. It is the rider’s
responsibility to have clear visibility of the area where a vehicle would arrive for
pick-up. The rider should be prepared to approach the vehicle wh en it arrives,
unless driver assistance was requested when the ride was scheduled.
E. Cancellations
When a rider needs to cancel a trip, the cancellation should occur more than one
hour prior to the scheduled pick-up time. A late cancellation (less than 1 hour) is
considered a no-show (see “No-Shows” below).
F. No-Shows
A no-show occurs anytime the rider is not available to board a vehicle within 5
minutes after the vehicle arrives for a scheduled pick-up. The no-show definition
includes rides that were not properly cancelled. Each no-show is documented
and a pattern of no-shows may result in service suspension (see Section IV:
Rider’s Policy below for more info about no-shows).
G. Wheelchair Capacity
Go Transit vehicles can safely accommodate wheelchairs up to 30” wide, 48”
long and up to 600 pounds when occupied. GO Transit per ADA/FTA regulations
may decline to carry a wheelchair/occupant if the combined weight exceeds that
of the lift/ramp specifications or if the carriage of the wheelchair is demonstrated
to be inconsistent with legitimate safety requirements.
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H. Driver Assistance
If needed, drivers are able to assist all riders when boarding and alighting
vehicles, including securement. Under premium service (see “Fares” section),
drivers can provide extra assistance through the first door at the origin or
destination. Premium service does not include transfers (e.g., assistance from
mobility device to bed); assistance up floors in a building; or attendant-type
services. If premium service includes assistance through a door, it is limited to a
facility’s common area or reception desk. As a general rule, driver assistance will
not last longer than five (5) minutes away from the vehicle.
GO Plus drivers do not provide assistance when there is a direct threat to the
health or safety of the driver and/or passenger and may deny transport. This
includes unsafe assistive equipment or environmental factors, like travel across
terrain when there is risk to safety. Drivers will assess whether a particular level
of assistance constitutes a direct threat on a case-by-case basis.
Any assistive equipment, including, but not limited to, a wheelchair or power
mobility device, must be in working order and safe to transport. Below are a few
conditions that may qualify the device as unsafe to transport:
• Wheels, axle or other parts are loose/broken
• Tires are flat
• Batteries display leaks or there is insufficient/no charge
If a rider’s mobility device breaks down while in transit, drivers will make every
effort to transport the rider to a safe place.
I. Prohibited Behaviors
To ensure safety, our rider policy prohibits seriously disruptive behavior, public
health threats, and refusal to comply with rules. If the prohibited behavior results
from a disability, GO Plus may require that a personal care attendant ride with
the individual to control the prohibited behavior.
J. Personal Care Attendants and Companions (applies to ADA paratransit services)
One personal care attendant (PCA) per ADA program user is permitted to ride
free. One companion may accompany a program user, but must pay the same
fare as the user. Additional companions may ride and pay a fare, if space is
available for safe transport. PCAs and companions must have the same origin
and destination as the program user. Arrangements for all additional companions
must be made at the time of reservation. Program user must supply child safety
seat for accompanying infants and small children.
K. Visitors & Reciprocal Eligibility
Visitors that have been certified as ADA eligible by another transit system
(reciprocal eligibility) are automatically eligible for up 21 days of service each
year. If an individual claims eligibility from another system, but has no
certification, GO Plus will honor the request on the presumption of eligibility.
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Visitors with disabilities from rural areas may qualify for presumption of eligibility
with other proof of a disability. GO Plus will work with the provider to make this
determination when visitors request service.
If the visitor plans to continue using the paratransit services beyond 21 days
each year, GO Plus requires that the individual apply for eligibility through the
ADA certification process.
L. Medical Equipment
GO Plus allows individuals to bring medical equipment such as respirators and
portable oxygen tanks on board vehicles. Oxygen tanks should remain upright at
all times and must be secured to the mobility device or held in an upright
position.
M. Trip Purpose
The ADA prohibits restrictions or priorities based on trip purpose. All trips are
served in the order received and as scheduled. ADA certified individuals will not
be denied service based on trip purpose.
N. Carry-ons
Each eligible rider is allowed to carry-on up to four (4) carry-ons. This includes
personal belongings and grocery bags. Medical equipment, like oxygen tank and
mobility device, do not count toward the carry-on limit.
O. Multiple Destinations
Each trip includes one destination. Brief stops at locations before the scheduled
destination will not be allowed. If multiple destinations are needed, each section
of the trip must be scheduled separately and the rider must pay a fare for each
ride.
SECTION III: ADA PARATRANSIT ELIGIBILITY PROCESS
To become eligible for GO Plus’s ADA paratransit service, users must become
ADA certified by completing an application. GO Plus uses the information
contained in the application to determine if the applicant ’s impairment causes an
inability to board, ride, or disembark from GO Transit’s buses. This includes
permanent and temporary disabilities.
A. Application Materials
Application materials and other information for GO Plus’s paratransit services are
available in print form at the GO Transit office (926 Dempsey Trail). Applications
are also available for download on GO Transit’s website,
www.rideGOtransit.com.
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Notices and applications will be mailed to potential users of paratransit services
upon request.
B. ADA Paratransit Eligibility Process
GO Plus determines eligibility upon review of a completed application form
containing information regarding the applicant’s functional ability related to bus
usage. GO Plus reserves the right to require a medical professional’s opinion
and/or a functional assessment prior to determining eligibility. GO Plus, in
accordance with Title III of the Americans with Disabilities Act of 1992, will
determine eligibility no later than 21 days after receiving the completed
application. This does not include time waiting for requests for more information
from the applicant or the applicant’s health care professional. Within the 21 days,
a written response will be mailed to the individual notifying them of their eligibility
status. If eligibility is denied, a reason for the denial will be included in the letter.
Eligibility Criteria:
Individuals meeting any of the following two criteria will be determined ADA
paratransit eligible as defined by the Americans with Disabilities Act (ADA):
1. A person who cannot navigate the transit system without assistance. This
includes an inability to board, ride, or disembark from a fully accessible
GO Transit bus.
2. A person who, because of a disability, cannot travel to or from the bus
stop due to, for example, distance, terrain, weather, safety, or other
obstacles that impede them due to their disability.
All GO Transit buses are equipped with a ramp and other accessible features. All
routes are served by accessible buses, so there is no eligibility based on
inaccessible vehicles. If there is mechanical failure of a bus’s accessible
features, the vehicle is immediately replaced with a fully-functioning spare bus.
Type of ADA Eligibility:
1. Unconditional (all trips) – An individual with disabilities that can not use the
fixed-route bus system under any circumstance.
2. Conditional or Trip-by-Trip (some trips) – An individual with disabilities that
can be reasonably expected to make some trips by bus, but requires
paratransit for trips under certain circumstances (e.g., deep snow or
variable health condition)
3. Temporary Disabilities – An individual with disabilities who cannot use the
fixed-route bus system for a limited period of time.
Once the applicant is certified eligible, the applicant will receive a paratransit
identification card, allowing the applicant use of the paratransit system. For
people granted eligibility, the documentation of eligibility will include at least the
following information items on the identification card:
1. User name
2. User address
3. An expiration date for eligibility
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4. Any conditions or limitations on the individual’s eligibility
For state and federal reporting purposes, individuals may be requested to
provide the reason for the trip, but will not be denied service based on trip
purpose.
For individuals determined not eligible for paratransit services, please see the
Appeals Process listed in Section IV.
SECTION IV: RIDER POLICY
The purpose of the rider policy is to set guidelines for refusal or suspension of
transportation services administered or provided by GO Transit & GO Plus. This
policy covers all transportation services, including the fixed-route bus and
paratransit system.
This policy applies to circumstances and/or behaviors that occur on GO
Transit/GO Plus property, vehicles, or while boarding vehicles.
Service may be refused, suspended, or conditioned due to the following
circumstances and/or behaviors:
• Documented Pattern of No-Shows (paratransit)
• Seriously Disruptive Behavior
• Public Health Threats
• Refusal to Pay the Applicable Fare
• Refusal to Comply with Safety Rules
A. No-Shows (ADA paratransit)
A no-show is defined as the act of a person, who, having scheduled a paratransit
trip, changes his/her mind about making the trip but does not cancel the
appointment, allowing the vehicle to arrive but not boarding it. The definition also
includes cancellations less than one hour before the scheduled pick-up time but
does not include incidents like scheduling problems, late pickups and other
operational problems of the provider. The provider will wait up to 5 minutes for
each rider after arriving at the pick-up location.
GO Plus does not count as no-shows [or late cancellations] any trips due to our
contractor’s error, such as:
• Trips placed on the schedule in error
• Pickups scheduled at the wrong pickup location
• Drivers arriving and departing before the pickup window begins
• Drivers arriving late (after the end of the pickup window)
• Drivers arriving within the pickup window, but departing without waiting the
required five minutes
• Long hold times that prevent callers from canceling trips by telephone in a
timely manner
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GO Plus does not count as no-shows [or late cancellations] situations beyond a
rider’s control, such as:
• Medical emergency
• Family emergency
GO Plus’s paratransit provider will maintain records of no-show incidents and
forward the records to GO Plus as warranted.
Each no-show will count as one occurrence.
The first and second occurrence of no-show will trigger a phone call. A third
occurrence of no-show within a rolling 30-day period will trigger a written notice.
An additional occurrence beyond the first 3 no-shows within a 30-day period will
result in a 7-day suspension of service, if it results in a percentage of 10% of
scheduled rides or higher. If the percentage threshold of 10% of scheduled rides
has not been reached, another written notice will be provided.
Any further occurrences within a 6 month period after an initial 7-day suspension
which also attain the 10% or higher threshold will result in progressive sanctions;
a 14-day suspension, followed by a 21-day suspension of GO Plus service.
Repeated instances within the 12-month period following the 21-day suspension
may result in additional suspension(s) of GO Plus service.
All suspension notices include a copy of this policy, information on disputing no-
shows and how to appeal suspensions.
Suspensions typically begin on Sundays.
B. Seriously Disruptive Behavior
Service may be refused to customers who engage in violent, illegal, or seriously
disruptive behavior. Seriously disruptive behavior includes, but is not limited to,
the following:
Paratransit Service
• Getting out of a seat while a paratransit vehicle is in motion
• Leaving a paratransit vehicle while it is parked to pick-up or drop-off
another customer
• Refusing to wear a seatbelt or refusing to exit the vehicle
All Service
• Disturbing a vehicle operator while the operator is driving
• Disturbing other customers
• Violent behavior
• Physically or verbally threatening vehicle operator, dispatcher or other
customers
• Smoking or e-cigarette use while onboard a vehicle
• Damaging or destroying vehicle equipment
• Engaging in conduct or activity that is a danger to the customer, other
customers, or the driver
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• Offensive language
C. Public Health Threats
Service will be refused to any person who poses a potential public health threat.
Examples of public health threats include, but are not limited to the following:
• The existence of excrement on clothes or on hands
• The existence of other body fluids, such as blood or vomit
D. Refusal to Comply with Safety Rules
A person that refuses to comply with posted safety rules or driver instructions
may be refused service.
E. Service Refusal Process
The vehicle operator has the authority to refuse service on the day of the
violation. Violations of these rules will be reviewed by GO Plus staff for further
action.
The Transportation Director, or his/her designee, is authorized to suspend or
refuse the provision of service to individuals who: (1) violate GO Plus’s no-show
policy; (2) engage in violent, seriously disruptive, or illegal conduct; (3) pose a
public health threat; (4) refuse to pay the applicable fare; or (5) refuse to comply
with safety rules. The term of the suspension or refusal of service shall depend
on the nature and seriousness of the prohibited conduct.
To the extent feasible, the individual shall be notified in writing. The written
notification will state the specific basis for the proposed action and the proposed
sanction. If the basis of the suspension involves no-shows, the individual will also
be notified about the appeals process.
F. Appeals Process
The City of Oshkosh elects not to be bound by Chapter 68 of Wis. Statutes, in
regard to the administrative appeals process.
If service eligibility is denied through the application process or service is
suspended due to a no-show policy violation, the following appeals process must
take place.
As listed in the written notification, the individual will have sixty (60) days to
appeal the decision. Through written correspondence, the person may request a
personal appearance to present written and oral in formation and arguments.
Failure to respond is considered a default finding and the denial or suspension
will be sustained. The appeal should be in writing and addressed to:
Transportation Director, 926 Dempsey Trail, Oshkosh, WI 54902. The
Transportation Director will review the appeal and make a final determination
within thirty (30 days). GO Plus’s review may involve consultation with the City
Attorney’s office.
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The individual will be notified in writing about the final determination, the reasons
for it, and the sanctions imposed, if any. The individual can request an appeal of
GO Plus’s final determination. The individual will have ten (10) days to appeal
this decision. This appeal should be in writing and addressed to : Transportation
Director, 926 Dempsey Trail, Oshkosh, WI 54902. The City of Oshkosh’s Transit
Advisory Board will review and make a final determination of the appeal at the
next regularly scheduled Transit Advisory Board meeting.
If a decision is not made within 30 days of completing the appeals process,
transportation is provided until and unless a decision to deny the appeal is
issued.
G. Complaints
GO Transit strives to provide safe, affordable, and dependable transportation to
all users. GO Transit shall not discriminate against an individual with a disability
in connection with the offering of transportation services.
Anyone who believes they have been excluded from participation in, denied the
benefits of, or otherwise subjected to discrimination under any GO Transit
program or activity because of their disability may file a complaint with GO
Transit. Federal law requires that GO Transit investigate, track, and report ADA
complaints. Complaints must be filed, in writing, within 180 days from the date of
the alleged discrimination, and will be investigated within thirty (30) days of
submission. While not required, complainants are encouraged to use the ADA
Complaint Form which can be found at www.rideGOtransit.com under the
Special Programs/Riders with Disabilities tab (ADA complaint form) or at our
administrative offices.
Complaints may be submitted by email, phone or in person to the following:
GO Transit
Operations Manager
926 Dempsey Trail
Oshkosh, WI 54902
transit@oshkoshwi.gov
Phone: 920-232-5340
Fax: 920-232-5343
Investigating a complaint includes interviewing all parties involved and key
witnesses. The Transit Operations Supervisor or Manager may request relevant
information such as files, records, electronic information, and other sources of
information from all involved parties. The complainant has thirty (30) days from
the original complaint date to respond to the Transit Operations Manager with the
requested information.
If the Transportation Operations Manager does not receive the requested
information within thirty (30) days from the original complaint date, GO Transit
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can administratively close the complaint. The complainant will be informed of the
complaint closure through a registered, return receipt letter.
After the Transportation Operations Manager reviews the complaint and any
additional information, one of two (2) letters will be issued to the complainant
based on its findings:
1. Complaint Closure Letter: This letter will state that GO Transit is found to be
in compliance with ADA regulations. The letter will include an explanation of
why GO Transit was found to be in compliance, and provide notification of
the complainant’s appeal rights.
2. Letter of Finding: This letter will state that GO Transit is found to be non -
compliant with ADA regulations. The letter will include a summary of
allegations, each violation referenced, the applicable regulations, and a brief
description of proposed remedies and actions taken. If the complainant
wishes to appeal the decision contained in the Letter of Finding, he/she will
have ten (10) days after receipt of the Letter of Finding to do so
If the complainant is not satisfied with the findings and/or actions taken by GO
Transit, the complainant may file his/her complaint with the FTA’s Office of Civil
Rights.
Federal Transit Administration
Office of Civil Rights East Building, 5th Floor-TCR,
1200 New Jersey Ave., SE
Washington, DC 20590
(888) 446-4511
www.fta.dot.gov
GO Transit will make reasonable efforts to assist persons with disabilities, non-
English speakers, and others unable to file a written compla int. This document is
available in accessible formats upon request. To obtain paper copies of this ADA
Complaint Process, as well as information regarding these accessible formats or
assistance with completing forms, call GO Transit’s administrative office at 920-
232-5342.
GO Transit prohibits retaliation against individuals because they have filed a
discrimination complaint or otherwise participated in a discrimination
investigation. Any alleged retaliation should be reported in writing to the Transit
Director.
All ADA complaint records will remain on file at the Go Transit office for 7 years
in accordance with the standards and requirements for the management of
records outlined in Chapter Adm. 12 (Wisconsin Statue § 19.21(1)
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SECTION VI: PARATRANSIT PERFORMANCE MONITORING
GO Plus is responsible for ensuring paratransit service performance complies
with the Americans with Disabilities Act. Service oversight of the provider is
completed through review of monthly trip records, on-site meetings, feedback
received through the complaint and comment process, and periodic surveys of
riders. In general, the ADA requires paratransit service provided to individuals
with disabilities to be comparable to what is provided to riders of the fixed -route
bus system. GO Plus has developed standards based on regulatory
requirements and nationally recognized guidance related to paratransit service.
Below is a list of performance measures applicable to ADA paratransit service
and established standards within each measure.
A. On-Time Performance
A paratransit vehicle is on-time if the vehicle arrives within a 30-minute pick-up
window. This is defined as fifteen minutes before and fifteen minutes after the
scheduled pick-up time. GO Plus monitors trip records from all ADA trips to track
on-time performance. The ultimate goal is for all trips to be served on-time. GO
Plus sets a minimum level of performance of 85 percent on-time. Will-call trips
and other non-ADA trips are not included in this standard. When on-time
performance falls below 85 percent, GO Plus will meet with the contractor to
determine factors that impact on-time performance and corrective actions, if
needed.
B. Phone System Access
The standard is to minimize call hold times. GO Plus’s standard is for 95 percent
of calls to be answered within 3 minutes and 99 percent answered within 5
minutes. GO Plus analyzes this measure by randomly monitoring the provider’s
phone access and documenting call hold times. Customer complaints are also
used to determine if phone access capacity constraints have occurred.
C. Overall Customer Satisfaction
To determine customer satisfaction, GO Plus surveys a segment of ADA
paratransit riders. Riders are asked to rate their satisfaction with on-time
performance, dispatcher courtesy, driver courtesy, driver sensitivity, vehicle
cleanliness, and overall ride quality. The survey also allows customers to write in
comments and provides valuable information about customer satisfaction over
time. The results are reviewed with the provider to identify areas of improvement
and areas of success.
D. System Capacity
GO Plus’s paratransit system is prohibited from having any capacity constraints.
Trip demand must be adequately served to provide equivalent access when
compared to the fixed-route bus system. GO Plus monitors the following to
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ensure adequate capacity: trip denials, no-shows, advanced reservations,
customer complaints, trip lengths and vehicles used.
SECTION V: GO TRANSIT’S ACCESSIBLE BUS SERVICE
ADA paratransit programs are designed to provide transportation for individuals
with disabilities that are unable to board, ride or alight from a bus; or when
environmental or architectural barriers prevent an individual with disabilities from
getting to or from a bus route stop. When these conditions are not present,
individuals with disabilities must utilize the fixed-route bus routes to meet their
mobility needs.
The bus offers a cost-effective and accessible service. By presenting an ADA
paratransit program card, individuals with disabilities receive a cash fare discount
for all bus routes.
Each bus contains accessible features, including: kneeling capability (bus lowers
to make the first step easier); a ramp for wheelchair boarding; on-board
wheelchair securement areas; and stop announcements by drivers.
GO Transit drivers are trained to safely secure wheelchairs. GO Transit requires
that all mobility devices such as wheelchairs and scooters be secured using the
proper four (4) point securement devices on board all fixed-route buses. GO
Transit also strongly encourages but does not require users in mobility devices to
use the provided lap and shoulder belts. GO Transit drivers also assist with the
use of ramps and securement devices, as necessary.
Riders must be able to physically board and alight from the bus. If an individual
can not physically board or alight from a bus, the individual will need to acquire
the resources needed to overcome their disabling condition, such as, a mobility
device and/or personal care attendant. GO Transit does not provide assistance
when safety to drivers or passengers is at risk.
GO Transit will provide to its passengers, upon request, service materials
including maps, applications and policies in an accessible format for disabled
individuals. If an accessible format is unavailable, GO Transit will accommodate
the individual’s request to the best of its ability.