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No-Shows & Late Cancellations

No-Shows & Late Cancellations. CALACT Spring Conference April 19 th – 22 nd , 2011. Introduction. Enforcement of an effective No-Show & Late Cancellation Policy is imperative towards maximizing productivity of paratransit services.

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No-Shows & Late Cancellations

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  1. No-Shows & Late Cancellations CALACT Spring Conference April 19th – 22nd, 2011

  2. Introduction • Enforcement of an effective No-Show & Late Cancellation Policy is imperative towards maximizing productivity of paratransit services. • The goal of an effective No-Show Policy is to correct passenger behavior in order to provide a better functioning paratransit system.

  3. No-Shows • Transit Agencies are permitted to suspend paratransit services to ADA paratransit passengers who engage in a pattern or practice of missing scheduled trips. • A "pattern or practice" involves intentional, regular, or repeated actions, not isolated, accidental or singular events.

  4. Regulatory Language 37.5 Subpart F • 37.125 h - The entity may establish an administrative process to suspend, for a reasonable period of time, the provision of complementary paratransit service to ADA eligible individuals who establish a pattern or practice of missing scheduled trips. • (1) Trips missed by the individual for reasons beyond his or her control (including, but not limited to, trips which are missed due to operator error) shall not be a basis for determining that such a pattern or practice exists. • (2) Before suspending service, the entity shall take the following steps: • (i) Notify the individual in writing that the entity proposes to suspend service, citing with specificity the basis of the proposed suspension and setting forth the proposed sanction. • (ii) Provide the individual an opportunity to be heard and to present information and arguments; • (iii) Provide the individual with written notification of the decision and the reasons for it. • (3) The appeals process of paragraph (g) of this section is available to an individual on whom sanctions have been imposed under this paragraph. The sanction is stayed pending the outcome of the appeal.

  5. Buy in From Your Disabled/Social Services Committee • Getting your Disabled and Social Services Committee on-board with your No-Show Policy is imperative. • Passengers that truly depend on the system realize that certain individuals abuse the system.

  6. No-Show vs Late Cancellation • A Late Cancellation must be the operational equivalent of a No-Show in order to be counted against the passenger. • A late cancellation is generally considered the operational equivalent of a no-show , if a passenger cancels their trip less than two (2) hours before their scheduled pick up time.

  7. No-Show Suspension Method Absolute Measurement or Relative Measurement? • Absolute Measurement - establish a specific number of no-shows in a given period of time that would be considered excessive. • Relative Measurement - sets a percentage of no-shows to a passengers total trip requests.

  8. No Shows – Circumstances Beyond the Passenger’s Control • Missed Trips due to Operator Error • The Vehicle arrives outside of the Pick-up Window (either early or late) • Vehicle arrives at the wrong entrance of a building • A sudden issue with one’s medical condition or a family emergency Note: If a passenger no-shows the first leg of their trip, DO NOT automatically assume and cancel their return trip.

  9. No-Shows – Within the Passenger’s Control • Booking multiple trips and taking only the best one that best meets their needs • Not being at the designated pick-up location within the designated pick-up window.

  10. Ways to Reduce No-Shows • Enforcing the parameters of the Agency’s No-Show Policy • Enforcing the policy with passengers that they must be at the location of their pick-up during the pick-up window. • Use of callouts to a passenger manually or through an IVR Program. • Automatically cancelling subscription rides on major holidays.

  11. Other Industry No-Show Policies University of New Mexico - No-Show Policy • There is a $20 no-show/late-cancellation fee. All appointments must be cancelled by 3 p.m. of the previous day (or by 3 p.m. on Friday for a Monday appointment), to avoid charges for a no-show or late-cancellation. After-hour messages regarding cancellations may be left at 277-3136. Insurance will not cover charges for no-show/late-cancellation or eligibility fees. • If you believe we have made an error in scheduling or you believe you deserve special consideration, please complete the Petition for "No-Show" Fee.

  12. Other Industry No-Show Policies MIT - No Show Policy • Cancellations within 48hours for reasons other than illness or an emergency are not acceptable and will jeopardize your recruiting privileges. You must change or cancel an interview more than 48 hours before the interview. • Cancelling an interview within 48 hours of your scheduled appointment does not exempt you from penalty, and may still be considered a "No Show".

  13. Other Industry No-Show Policies Flight School – No Show Policy • The following penalties will be charged for each unexcused, “No Show” activities: • Local Solo: $40.00 • Local Dual: $80.00 • Solo Cross-Country: $80.00 • Dual Cross-Country: $100.00 • Dual Ground Lesson: $80.00 • Oral: $50.00 • Stage Check/End of Course: $100.00 • YOU CAN BE NO-SHOWED FOR A SOLO FLIGHT!! And you must call a minimum of 24 hours prior to scheduled solo if you need to cancel the flight.

  14. No-Show /Late Cancellation Policy Your no-show policy should address the following: • The amount of notice that riders must give if they want to cancel a scheduled trip; • The frequency of no-shows that will constitute a "pattern or practice"; (Absolute or Relative Measurement). • The length of time for which service will be suspended.

  15. FTA FY2011 Triennial WorkbookNo-Show Questions • 30. Is a no-show policy used by the grantee or a subrecipient? If yes: • a. What is the suspension policy for no-shows? • b. How does the grantee or subrecipient determine whether or not no-shows are under the rider’s control? • c. Are no-shows caused by operator error counted against the rider? • d. What are the thresholds for a cancellation before it is considered a no-show? • e. Are only riders who have demonstrated a true pattern or practice of no-shows suspended? • f. Are financial penalties assessed for no-shows? • g. How are riders allowed to contest no-shows? • h. Is there an appeals process for suspensions? • i. Is the length of the suspension reasonable? http://www.fta.dot.gov/funding/oversight/grants_financing_10924.html

  16. Contact Information Scott Transue Manager, Service Quality & Accessibility North County Transit District (NCTD) 810 Mission Ave. Oceanside, CA 92054 Ph: 1 (760) 967 2821 E-mail: Stransue@nctd.org Any Questions? Thank You!

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