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. {f 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.
SVTC and NTS reserve the right to suspend service to a passenger when the safety of
passengers or driver is compromised.
1.9 No-Shows and Cancellations.
No-Show Policy:
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.
& 2° No-shows = NTS to call passenger and send reminder letter. The NTS
Mobility Manager or designee w.ll contact the passenger to discuss resolving any
barriers or constraints that may be causing the pattern of No-Shows.
o =/> 3% No-show = NTS will email SVTC with passenger name, address, phone
number, date of service, time of service, pick up and drop off locations along with
number of no-shows to SVTC.
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 resoive any barriers or constraints that
may be causing the pattern of No-Shows.
© A suspension due to a pattern or practice of No-Shows will be for 15 business
days of service.
© Any passenger that disagrees with the suspension may appeal the suspension to
SVTC.
Cancellation Policy.
All cancellations by SVTC passengers require a minimum of two (2} hour notice prior to the
pick up time, due to the amount of travel time for towns outside of Nashua, or they will be
considered a no show.
o Onacase-by-case basis, with extenuating circumstances, SVTC and NTS will
work with individual passengers on utilizing alternate transportation plans to
address unique needs.
o Any amendments or changes to passenger policies by NTS or SVTC will be
mutually agreed upon and communicated in writing to the other party in a timely
manner.
