Service Guide

Transcription

1 Service Guide

2 Table of Contents Leduc Assisted Transportation Services (LATS) 1 About LATS 1 How to apply 2 Information changes/customer expectations 3 Trips 4 Types of trips 4 How to book 5 Expectations 6 Interactive Voice Response (IVR) service 6 Cancellations 7 No-shows 7 Tickets/passes 8 Fees 8 Drivers assistance 9 Escorts on LATS 9 Mandatory attendant (MA) 10 Medical emergency 10 Passenger code of conduct 11 Passenger safety 11 Wheelchairs and scooters 12 Medical seatbelt exemption 13 Customer service 13 About DATS 13

3 Leduc Assisted Transportation Services About LATS Leduc Assisted Transportation Service (LATS) is a shared-ride service available to permanent residents in the City of Leduc. It is a door-to-door, driver-assisted transportation service for seniors (65+) and for persons with cognitive and/or physical disabilities within the city. Temporary service may be available to individuals with a temporary disability. LATS operates with four wheelchair-accessible vehicles: Monday to Friday: 8:00 a.m. to 9:30 p.m. Saturday and Sunday: 9:00 a.m. to 5:30 p.m. All persons utilizing LATS must complete an application form. LATS staff will assess whether the applicant is eligible for LATS and under what conditions. LATS is funded and managed by the City of Leduc. 1

4 How to apply A completed application must be submitted and approved before you can use LATS. Applicants are responsible for any charges associated with completing the application. Applications are available at: Leduc Civic Centre (1 Alexandra Park, Leduc, AB) Online at or By calling The application process involves two steps: 1 Part A of the application form must be completed in full by all applicants. 2 If the applicant has a disability and/or health condition, Part B of the application must be completed and signed by a qualified health-care practitioner. Completed applications can be faxed to or returned by mail or in person to: LATS c/o The City of Leduc 1 Alexandra Park Leduc AB T9E 4C4 All completed applications will be processed in a timely manner. Once approved, applicants will receive a numbered client card in the mail. For questions or to check the status of your application, contact LATS at

5 Information changes/customer expectations Clients/Caregivers: please call to inform us of any changes to a medical condition, address, emergency contact person, phone numbers or the equipment you or your client use. Up-to-date information is needed to provide you or your client with the best and safest service. All locations served by the LATS drivers must be accessible (an accessible door is an outside door with no more than one step). They must be kept free of snow and ice, or we will be unable to provide service. Please confirm that your destination is accessible before booking a trip. Abusing service privileges and/or ignoring the Passenger Code of Conduct shall be grounds for temporary or permanent cancellation of your eligibility. 3

6 Trips Types of trips Reservation trips Are for occasional or casual trips,»» Can be booked up to three days in advance. If you are calling to book a trip for the following day, you must call and book before noon. The booking agent will offer alternate times if we cannot accommodate the time requested. You may also request a same-day trip (see below); and Are made on a first-come, first-served basis, based on availability. Same-day trips LATS tries to accommodate same-day trip requests as vehicle capacity and scheduling allow. There is no guarantee that a same-day trip request can be accommodated. Calls for same-day trip requests are accepted seven days a week by calling When making a same-day trip request outside regular hours, call (option 1). Subscription trips Are trips that travel from the same origin to the same destination, at the same time and on the same day, each week, Can be for one or more times a week, one time every two, three or four weeks, or one trip per month (e.g. first Monday of every month, etc.), Must be booked before noon the day before, Once booked, subscription service runs as long as it is needed, Must be temporarily cancelled if you do not need your subscription trip on a particular day/time; and, Should be reviewed regularly based on need (permanently cancel any subscription trips you no longer need). 4

7 How to book 1. Call If the above number is busy, call (option 2) and your call will be forwarded to the DATS Customer Care Centre where an agent will assist you with your trip planning and booking requests. Trips are accommodated based on availability and can be booked up to three days in advance. If you are calling to book a trip for the following day, you must call before noon. DATS regular booking service is available: Monday to Friday: 7:30 a.m. to 5:00 p.m. Saturday and Sunday: 7:30 a.m. to noon. *Please note: DATS is closed on statutory holidays Service outside of regular hours is available to check on rides or cancel trips: Monday to Friday: 5:00 a.m. to 7:30 a.m. and 5:00 p.m. to 9:30 p.m.»» Saturday and Sunday: 6:00 a.m. to 7:30 a.m. and noon to 5:30 p.m. When you book a trip you will be asked: Your LATS registration number, What day you wish to travel, The exact address for your pick-up and drop-off Remember: The customer care agent will confirm the trip by repeating it back to you. Please ensure all the information is correct. Tips for booking: Avoid high-volume call times by calling in the afternoon instead of the morning. Plan ahead and try to pre-book your trips up to three days ahead. (name of location, business/facility, etc.), The time of day you wish to travel, If you will be accompanied by an escort or mandatory attendant (MA), If you wish to use a wheelchair or another type of mobility aid, and If you wish to book a return trip. 5

8 Expectations When you book a LATS trip, the customer care agent will give you a scheduled window of time for pickup. Timely service and customer satisfaction is greatly affected by drivers having to wait for customers to be ready when they arrive. Please be ready at the start of your pickup period at the outside set of accessible doors or outside door, as this will improve overall service efficiency. The vehicle will wait a maximum of five minutes upon arrival within your scheduled pickup time period. Please note: Drivers do not ring the door bells or search buildings for customers not present at the outside door upon arrival. Interactive Voice Response (IVR) service There is a call-ahead function, Interactive Voice Response (IVR), now available to LATS customers. IVR is an automated telephone system that gives clients an advance call to let them know their LATS ride is five to 10 minutes away. IVR helps to reduce wait times and uncertainty for customers. There is also an automated call service the night before (between 6:30 p.m. and 8:00 p.m.) to remind you of your reserved trips for the next day. Tip: You can also cancel your trip on the phone when you get this call if you no longer need it. 6

9 Cancellations There is a high demand for LATS service; therefore, please call LATS promptly if you need to cancel your trip. Your cancellation saves drivers making an unnecessary trip and may allow another customer the opportunity to book a trip. Call or (option 2) to place a temporary cancel on your subscription trips when you are not planning to use LATS. Call or (option 1) to place a LATS same-day cancellation. No-shows A customer is considered a no-show when: The vehicle arrives at the scheduled time and pickup location and no one is there within five minutes, The customer cancels at the door, or The customer cancels less than 30 minutes before the trip. No-shows are recorded in customer files and regular no-shows may lead to a suspension of service. 7

10 Tickets/passes A ticket or monthly LATS pass is required to access the bus. They can be purchased at: Guest Services in the Leduc Recreation Centre (4330 Black Gold Drive),» Online at The Finance counter in the Leduc Civic Centre (1 Alexandra Park, Leduc), or Please remember: All tickets are non-refundable and monthly service passes are non-transferable. It is our policy that drivers shall not Fees accept tips or gifts. Tip: You can also purchase LATS ticket books from the drivers. Please have the exact cash or a cheque (made out to the City of Leduc - LATS) ready, as the drivers do not carry change. Fare Cost Includes Trips Tickets $4 $40 1 ticket 1 ticket booklet One-way trip 11 one-way trips Monthly service passes $140 Unlimited monthly rides Unlimited 8

11 Drivers assistance Drivers will: Operate power lifts and ramps on their vehicle, Secure wheelchairs and scooters in wheelchair restraint devices to the floor of the vehicle, Assist customers with lap/shoulder straps and belts, Assist customers on and off vehicles, and Assist customers between the vehicle and the inside of the first exterior set of accessible doors at the place of origin and/or destination. Drivers will not: Make any repairs or adjustments to your equipment, Help with parcels or baggage, Enter your premises under any circumstances, Take you or your equipment down the steps, or Help pull you from a seating position to board/exit the bus. Escorts on LATS An escort is a person who travels with you as a companion. If space is available, you may take an escort on your LATS trip. Please check with DATS when making your booking. Escorts are required to pay the regular fare. 9

12 Mandatory attendant (MA) Customers who require a mandatory attendant must request the designation prior to booking (at time of registration or by contacting LATS administration as necessary). MAs are not required to pay a fare. Remember: Customers who are assigned MAs are not able to book any trips for travel without a mandatory attendant. A mandatory attendant (MA) may be assigned by LATS administration when: A customer needs individual assistance on the vehicle due to a medical condition and/or behavioural concerns, A customer displays unacceptable behaviour that affects other passengers and/or the driver, or A customer cannot be left alone and no one is available when the vehicle arrives to receive them. Mandatory attendant status will not be assigned to a customer who needs assistance at their destination. Medical emergency LATS drivers must concentrate on the safe operation of their vehicle and the road conditions. The drivers cannot supervise those who require constant or frequent attention due to medical or behavioural reasons. 10 In the event of a medical emergency, the LATS driver will call 911 for assistance. The cost of such an emergency shall be the sole responsibility of the client/passenger.

13 Passenger Code of Conduct No person shall cause a disturbance that may negatively affect other passengers and/or distract the driver from the safe operation of the vehicle. Some examples include: Yelling, hitting or throwing objects, Using excessive perfume, Spitting or biting,»» Arguing, refusing to cooperate with the LATS driver or adhere to the procedures (such as wearing seatbelts or shoulder strap/lap belt assemblies), Threatening or harassing the driver or other passengers,»» Excessive, distracting or dangerous movement of arms, legs, head or torso beyond the passenger s personal space in the vehicle, Urination, defecation, or»» Public nudity, sexual conduct or activity. Please remember: LATS may not meet all of your travel needs. When a higher level of service is required, we recommend a private service option such as a taxi. For information on private taxi service, please consult your local telephone directory. Passenger safety LATS is dedicated to the safety of every passenger on every trip. All passengers on LATS are required to use the appropriate securement system or transfer to a vehicle seat for the safest trip possible. Correct use of a securement safety system (for mobility aids) and seatbelt assemblies (for passenger) is mandatory and is a condition of use while travelling on LATS. 11

14 Wheelchairs and scooters For the safety of all passengers, all wheelchairs, walkers and scooters transported on LATS must meet specific size, weight and safety guidelines. All mobility aids must be kept in good repair at all times or they will not be taken on LATS. If the drivers cannot properly secure your mobility aid, we will not be able to provide you with service using that mobility aid. The use of a wheelchair lap belt and shoulder strap assembly in the vehicles is mandatory. Safety guidelines: Combined weight of chair or scooter and passenger cannot exceed 750 lbs (340 kilograms). Maximum base dimensions for wheelchairs, walkers and scooters is 30 by 50 inches (76 by 127 cm). Equipment larger than this cannot be accommodated. Wheelchairs and scooters must have functioning brakes. Wheelchairs must have escort handles. No flags or other projections are permitted. Tie-downs must be securely fastened to the frame of the scooter. Scooters may need attachments installed so they can be secured safely to the floor of the vehicle. Tip: Call LATS before purchasing new equipment to ensure it can be safely secured on our vehicles. 12

15 Medical seatbelt exemption All LATS registrants are required to use a seatbelt/shoulder strap, unless they have a medical exemption, due to health reasons. If you are not able to use the recommended restraint system for medical reasons while travelling on LATS, we require a written exemption signed by a qualified health-care practitioner familiar with your case. The Province of Alberta has specific requirements that LATS must follow regarding seatbelt exemptions for medical reasons; letters must be updated annually. Customer service Commendations: If you are happy with the service you are getting from our LATS drivers and staff, please let us know by calling in a commendation. Suggestions or concerns: We re interested in any comments or suggestions you have about LATS. We listen to customer concerns and spend considerable time investigating and resolving service issues. To submit feedback, please call About DATS In order to improve our service to our LATS customers, the City of Leduc has contracted DATS (the City of Edmonton s Disabled Adult Transit Service) to assist in the delivery of our specialized transit service by providing the booking, dispatch and scheduling functions to our LATS customers. LATS entered into this agreement to maximize efficiency and take advantage of technologies that allow us to provide enhanced service delivery. The City of Leduc is responsible for the overall management of the LATS program. Please note that the para-transit agencies (LATS and DATS) are separate, and no inter-municipal trips are included as a part of this service improvement initiative. (This means that you cannot travel between Leduc and Edmonton on the LATS system) 13

16 City of Leduc: #1 Alexandra Park Leduc, AB T9E 4C CMS (04)