1.8 Safety.
After prior approval from NTS Supervisors, which approval shall be at his or her sole discretion,
NTS drivers will go into driveways with safe turn around access. This is necessary to ensure
adequate space is available for Paratransit to turn around. If NTS determines a driveway is
unsafe to enter, NTS will notify SVTC and the rider. Drivers are able to assist passengers in
boarding or disembarking safely from the Paratransit. As noted previously drivers cannot assist
with shopping bags.
When asked, drivers will assist passengers with securing seatbelts. Drivers will secure all
wheelchairs or scooters. Drivers will assist riders from and to origin and destination doors
unless the access way is not safe due to snow or ice or other unforeseen obstacles.
1.9 No-Shows and Cancellations.
No-Show Policy :
o No-Shows are defined as: rides not cancelled by the passenger or their
representative at least two (2) hours before the scheduled pick-up time and rides
where the passenger does not board the van to take a scheduled ride within 5
minutes of the van’s arrival.
o 1®*' No-show = letter
o 2 No-show = 2™ letter
o 3 No-show = NTS and SVTC will monitor passenger use of the service. If a
passenger has three No-Shows in a 30-day period, the NTS Operations
Supervisor or designee will contact the passenger to discuss resolving any
barriers or constraints that may be causing the pattern of No-Shows.
o Thereafter, if a passenger has frequent No-Shows, including late cancellations,
NTS and SVTC will evaluate the passenger's travel history including number of
one-way rides scheduled, rides cancelled, and rides not taken (No-Shows).
Passenger ridership over the past six month will be used to evaluate for patterns
or practice of missed rides and a 10% No-Show rate will be taken into
consideration to determine if there is “cause” for service suspension.
o NTS and SVTC will coordinate any additional follow-up actions to be taken prior
to an actual suspension letter being sent to the passenger. NTS and SVTC will
make every effort to help the passenger resolve any barriers or consiraints that
may be causing the pattern of No-Shows.
o A suspension due to a pattern or practice of No-Shows will be for 15 days of
service.
o All No-Shows are tracked on a monthly basis from date of 1*' No-Show, and will
be tracked for a rolling six month period. After six months the No-Show will
remain on file but will no longer be included in the roiling six month accrual
period.
e Cancellation Policy:
o All cancellations by SVTC passengers require a two (2) hour notice, due to the
amount of travel time for towns outside of Nashua, prior to the scheduled pick up
time or they will be considered a no show.
e NTS will notify SVTC in writing via email or otherwise delivered in hard copy when a
passenger is being sent a suspension letter. A passenger may appeal a decision by NTS
to SVTC as per the SVTC Passenger Appeals Policy (dated June 2011, or as amended)
