ADA/Certification
True or False: There is a limit on the number of destinations (or legs) of a trip a paratransit rider may request in a given day.
False. Paratransit providers are required to provide all eligible requested trips, not just trips to or from a single location.
(True or False:) A passenger can only travel with the amount of packages that can fit on their lap or at their feet. Drivers can help with up to 2 packages, no bigger than regular grocery bags.
True. While some drivers may go over and above and load several bags, it is not required. Drivers that call should be encouraged to fill an IR so the Road Sups can follow up with a passenger.
True or False: A person can call before 5:00 p.m., but must have their reservation taken before the bell rings.
False. A person may call before 5 p.m., but might be stuck in the queue after the bell. Agents take all calls until the queue is clear.
True or False: Failure to wear an ID badge or the required uniform will result in penalties for the service provider.
True. Road Supervisors routinely check the driver's uniform (including badge) as part of the random spot check in the field.
True or False: Yoga pants are ok to wear as long as they look ok and are the right size.
False. Yoga pants and gym wear are not part of the current dress code. Employees should wear jeans or black/blue and Khaki slacks.
True or False: A driver can safely determine if a wheelchair poses a safety hazard with no working brakes and should call Broker Dispatch to inform them when a passenger cannot be taken.
False. A driver cannot refuse to take a passenger with a mobility device even if there are no working brakes.
True or False: There is a limit on the number of taxi's that are allowed per day.
False. The number determined is based on operational needs so you need to check with the Same Day clerk. If unsure, contact a Supervisor or Manager.
True or False: East Bay can do SF to SF trip if the person lives in Oakland.
False. SF to SF service is performed by SF Paratransit. East Bay Paratransit can take people to or from SF from the East Bay side of the Bridge. They can also take SF residents to or from the East Bay.
(True or False): Dispatchers are considered safety sensitive and are required to take a drug screen only when they are hired for pre-employment.
False. Dispatchers are safety sensitive and part of the random pool. EBPT Broker office gets a new list quarterly. (Vs. larger locations that get a new list monthly.)
True or False: If a driver is rude, can a passenger choose to get off the bus and ask for a different driver?
NO. If the passenger chooses to get off the bus, the trip will be considered a No Show.
How long is a person's ADA certification good for once they're deemed eligible?
5 years--in 2024 EBPT modified its policy and lengthened the eligibility period to 5 yrs to prevent clients with non-changing conditions from having reapply every 3 years.
(T or F); The driver must ask a passenger for the service animal certification if they bring their pet parrot on the bus and say it's a service animal.
False: A driver may only ask if an animal is required due to a disability and what service it performs. Drivers are not allowed to require certification.
Can you decide at the last minute to bring a friend on your trip if you already travel with a PCA?
Yes. However, a passenger must call on the day of service to see if there is availability (room), so Dispatch can verify and if doable, can put in notes on the trip log.
(True or False): Drivers are not required to leave a door hanger at the door before a No Show, as long as Sheryl makes a call-out.
False. Drivers should make every effort to locate passenger, each time and go to door and leave door hanger before leaving. Dispatch should ask driver to leave hanger and put in trip log notes.
True or False: A passenger may bring their child on board with them and pay a reduced fare.
False: All passengers (and companions) pay the same fare, PCA's are free when riding.
Visitors to an agency's service area are allowed up to how many days to use paratransit without getting certified by that agency?
21 Days. These days do not have to be consecutive, (can be intermittent).
Are drivers allowed to leave a passenger with no fare?
Yes (If the passenger is still at home), AND once they call Broker Dispatch to communicate the passenger has no fare. The final decision on whether to transport should come from the Broker.
True or False: Same Day Trips cannot be dropped in Will Call by an agent unless ok'd by a Supervisor or Manager.
True. Same Days are limited from 1 p.m. to 6 p.m. unless there's some special circumstance that requires returning. These trips currently are authorized by a Manager or Supervisor after they ask additional questions. When done so- they should communicate that a trip will be dropped in WC.
True or False: For extreme behavior infractions, a 21-day suspension is given on the first offense after contact by Road Supervisor has taken place and a written warning given.
False. Per page 9 (EBPT service guide)- suspensions occur in 14, 21 and 30 day increments.
What questions need to be asked when you answer the BART Mitigation phone?
You should ask for: Name of Passenger, Description, location and what station the passenger needs to go to along with a contact phone number of passenger.
Can a transit agency require a passenger to travel with an attendant if that person requires a lot of care or cannot keep their hands to themselves?
No. An agency cannot require an attendant (PCA) to accompany an individual with disabilities. They can only suggest and manage behavior with the suspension process.
What is the maximum number of hours a driver can be on the road driving per day?
10 hours max. (Except for cases of emergencies and acts of God: Fire, Flood, Earthquake, etc..)
True or False: If I call to book a regional ride to go to Concord and (Link-CCTA) cannot accommodate me, East Bay can take me to the meet point anyway.
True: East Bay can still transport to the meet point to allow passengers to travel the rest of the way on their own (BART, etc..) if the other agency cannot accommodate a regional trip request.
True or False: Road Supervisors perform routine vehicle lift inspections and check maintenance as part of their regular duties 2-3 times per year.
True. Road Supervisors work with an outside vendor to check fleet maintenance records and inspect lift 2-3 times per year as part of their regular job.
True or False: Drivers cannot take add-ons when they have picked up a person from Dialysis who is going home.
False: Being very cold and tired is a common trait for passengers that have had dialysis, and Dispatch should minimize the ride time if possible. This does not mean however, that drivers cannot take add-ons; East Bay is a shared ride service. You should look at what is operationally feasible and consider a passenger's condition before reassigning the add-on.