Access Scioto County No Show Policy
ASC NO SHOW POLICY
Effective June 23, 2016
Purpose
To encourage responsible trip scheduling and ridership, the American with Disabilities Act (ADA) provides that public transit systems establish and enforce a No Show policy. Access Scioto County’s (ASC) No show policy for all passengers, including ADA passengers, is established in an effort to bring our clients more efficient service, and to be up-to-date with Federal Transit Administration findings and best practices.
No shows are recorded each time an ASC client makes a late cancellation, forgets to cancel, declines a trip at the door, or is not available for pick-up for their scheduled trip.
No shows and late cancellations result in wasted trips that could have been scheduled for use by other ASC clients.
Periodic client no shows, late cancellations, and cancellations at the door are an expected cost of doing business for a transit system, however excessive no shows, late cancellations, and cancellations at the door adversely affect the efficiency and effectiveness of service and significantly add to cost of providing service.
Definitions
Late Cancellation – the client (or client’s representative) does not call to cancel a specific scheduled trip at least 30-minutes prior to the scheduled pickup time. Late cancellations will be treated as no shows.Cancel at the Door – when an ASC vehicle arrives at the client’s scheduled pick-up location for a specific scheduled trip within our 25-minute pick-up window and the client (or client’s representative) notifies the driver at that time they no longer need the scheduled trip. These are considered no shows.
No show – a no show is defined when all of the following criteria have occurred:
Late cancellations and cancellations at the door will also be treated as no shows.
ASC schedules pick-up and return trips simultaneously, however they are treated as separate trips. ASC assumes all scheduled return trips are needed unless notice is given by the client or their representative. If a pick-up trip is a no show, ASC will not automatically cancel the return trip. A no show on the return trip will count as a second no show for the day.
A pattern or practice of no shows may result in a suspension of service.
No Shows Beyond a Client’s Control
Trips cancelled for reasons that are beyond the client’s control will not be considered no shows. This includes missed trips resulting for sudden illness, family or personal emergency, transit connection delay, appointment delay, extreme weather conditions, operator error, ASC vehicle lateness, or other unforeseen reasons for which it is not possible to call ASC to cancel in time or to take the scheduled trip.
Although no shows will not be issued for reasons beyond the client’s control, the client should always make every effort to cancel scheduled trips in a timely manner. It is the client’s responsibility to provide the reasoning for not canceling a trip. Contact should be made with ASC as soon as reasonably possible. Lack of any contact will result in a no show being issued. Repeated failures to take scheduled trips, regardless of the reason, are subject for review.
Pattern or Practice of No Shows
Penalties will be assessed for pattern or practice of no shows.A Practice of No shows is considered when no shows total 10% or more of a client’s total trips in a rolling 30-day period, and may result in a penalty. Penalties increase each period that the client exceeds the no show threshold.
Trips scheduled per period and not cancelled in advance Number of No shows per period before Violation
1-20 2
21-40 4
41-60 6
61 or more 7
Penalties will be assessed when clients exceed the maximum number of no shows allowed for their level of service in a 30-day period. Clients should not consider the maximum number of no shows as a justification for not calling or cancelling when a trip is not needed.
An ongoing Pattern of No shows that falls below the maximum number indicating a practice of no shows may also be penalized. For example, a client with more than 40 one-way trips per month who regularly no shows every Friday afternoon may not exceed six no shows in a month, but has an obvious pattern and may be penalized.
No show Notification and Penalties
Every attempt will be made by ASC to contact the client, by phone or email, after every no show. Clients will receive a written warning or email after two no shows. The written warning or email message will list the date, time and location of the missed or late cancelled rides.
Excess no shows and late cancels may result in suspension of service, as shown in the table below.
Consequences for an Established Pattern of Practice of No shows:
1st Violation: Letter of warning and/or phone contact
2nd Violation: 2-Day Suspension
3rd Violation: 5-Day Suspension
4th Violation: 10-Day Suspension
5th + Violation: 30-Day Suspension
Note: Violation history covers a 12-month floating period
A violation occurs when a customer exceeds the no show threshold in a rolling 30-day period.
Once a violation has occurred, a new 30-day period begins the next day. No shows may accumulate toward a new violation while a violation is in process or in appeal.
If a client should exceed the no show threshold, they will receive a suspension letter or email, proposing to suspend service within two weeks and outlining the appeals process. Suspension of service privileges will be postponed pending completion of the appeals process.
Appeal Process
A client (or client’s representative) may file a verbal or written appeal for an individual no show issued by contacting ASC.
An ASC staff member will review the information provided by the client (or the client’s representative) and make a decision or either uphold the individual no show or to excuse it with in ten business days.
If the no shows have accumulated to a point where a suspension will be activated, the client (or the client’s representative) may file a verbal or written appeal for a review of all no shows by contacting ASC. Service will continue while the outcome of the appeal is decided.
If the client is not satisfied with the review by the ASC staff, they may request a formal review by ASC’s Coordinator. A review will be schedule and a decision made in ten business days.
Effective June 23, 2016
Purpose
To encourage responsible trip scheduling and ridership, the American with Disabilities Act (ADA) provides that public transit systems establish and enforce a No Show policy. Access Scioto County’s (ASC) No show policy for all passengers, including ADA passengers, is established in an effort to bring our clients more efficient service, and to be up-to-date with Federal Transit Administration findings and best practices.
No shows are recorded each time an ASC client makes a late cancellation, forgets to cancel, declines a trip at the door, or is not available for pick-up for their scheduled trip.
No shows and late cancellations result in wasted trips that could have been scheduled for use by other ASC clients.
Periodic client no shows, late cancellations, and cancellations at the door are an expected cost of doing business for a transit system, however excessive no shows, late cancellations, and cancellations at the door adversely affect the efficiency and effectiveness of service and significantly add to cost of providing service.
Definitions
Late Cancellation – the client (or client’s representative) does not call to cancel a specific scheduled trip at least 30-minutes prior to the scheduled pickup time. Late cancellations will be treated as no shows.Cancel at the Door – when an ASC vehicle arrives at the client’s scheduled pick-up location for a specific scheduled trip within our 25-minute pick-up window and the client (or client’s representative) notifies the driver at that time they no longer need the scheduled trip. These are considered no shows.
No show – a no show is defined when all of the following criteria have occurred:
- There has been no call by the client (or client’s representative) to cancel the scheduled trip 30-minutes or more before the scheduled pick-up time; and
- The ASC vehicle arrives at the scheduled pick-up location within our 25-minute pick-up window; and
- The ASC driver cannot reasonably see the client approaching the ASC vehicle within 5-minutes; and
- The ASC dispatcher is notified by the ASC driver of the no show, and the ASC dispatcher has attempted to call the client (if possible), and verify that the ASC driver is at the correct pick-up location.
Late cancellations and cancellations at the door will also be treated as no shows.
ASC schedules pick-up and return trips simultaneously, however they are treated as separate trips. ASC assumes all scheduled return trips are needed unless notice is given by the client or their representative. If a pick-up trip is a no show, ASC will not automatically cancel the return trip. A no show on the return trip will count as a second no show for the day.
A pattern or practice of no shows may result in a suspension of service.
No Shows Beyond a Client’s Control
Trips cancelled for reasons that are beyond the client’s control will not be considered no shows. This includes missed trips resulting for sudden illness, family or personal emergency, transit connection delay, appointment delay, extreme weather conditions, operator error, ASC vehicle lateness, or other unforeseen reasons for which it is not possible to call ASC to cancel in time or to take the scheduled trip.
Although no shows will not be issued for reasons beyond the client’s control, the client should always make every effort to cancel scheduled trips in a timely manner. It is the client’s responsibility to provide the reasoning for not canceling a trip. Contact should be made with ASC as soon as reasonably possible. Lack of any contact will result in a no show being issued. Repeated failures to take scheduled trips, regardless of the reason, are subject for review.
Pattern or Practice of No Shows
Penalties will be assessed for pattern or practice of no shows.A Practice of No shows is considered when no shows total 10% or more of a client’s total trips in a rolling 30-day period, and may result in a penalty. Penalties increase each period that the client exceeds the no show threshold.
Trips scheduled per period and not cancelled in advance Number of No shows per period before Violation
1-20 2
21-40 4
41-60 6
61 or more 7
Penalties will be assessed when clients exceed the maximum number of no shows allowed for their level of service in a 30-day period. Clients should not consider the maximum number of no shows as a justification for not calling or cancelling when a trip is not needed.
An ongoing Pattern of No shows that falls below the maximum number indicating a practice of no shows may also be penalized. For example, a client with more than 40 one-way trips per month who regularly no shows every Friday afternoon may not exceed six no shows in a month, but has an obvious pattern and may be penalized.
No show Notification and Penalties
Every attempt will be made by ASC to contact the client, by phone or email, after every no show. Clients will receive a written warning or email after two no shows. The written warning or email message will list the date, time and location of the missed or late cancelled rides.
Excess no shows and late cancels may result in suspension of service, as shown in the table below.
Consequences for an Established Pattern of Practice of No shows:
1st Violation: Letter of warning and/or phone contact
2nd Violation: 2-Day Suspension
3rd Violation: 5-Day Suspension
4th Violation: 10-Day Suspension
5th + Violation: 30-Day Suspension
Note: Violation history covers a 12-month floating period
A violation occurs when a customer exceeds the no show threshold in a rolling 30-day period.
Once a violation has occurred, a new 30-day period begins the next day. No shows may accumulate toward a new violation while a violation is in process or in appeal.
If a client should exceed the no show threshold, they will receive a suspension letter or email, proposing to suspend service within two weeks and outlining the appeals process. Suspension of service privileges will be postponed pending completion of the appeals process.
Appeal Process
A client (or client’s representative) may file a verbal or written appeal for an individual no show issued by contacting ASC.
An ASC staff member will review the information provided by the client (or the client’s representative) and make a decision or either uphold the individual no show or to excuse it with in ten business days.
If the no shows have accumulated to a point where a suspension will be activated, the client (or the client’s representative) may file a verbal or written appeal for a review of all no shows by contacting ASC. Service will continue while the outcome of the appeal is decided.
If the client is not satisfied with the review by the ASC staff, they may request a formal review by ASC’s Coordinator. A review will be schedule and a decision made in ten business days.