General Trip Information | MAN1425

The needs of DHS consumers and programs vary. TPs perform the following types of service in Coordinated Transportation:

Attempts must be made to work trips of all types into the schedule with full responsiveness given to urgent situations and importance of request. There shall be no right of refusal for trips scheduled within time frames dictated by local policy. If a trip cannot be accommodated, the TP will document the date and time of the request, the name of the requesting HSP, the name of the individual making the request, and the reason why the trip is not accommodated.

The TP coordinates all routes and schedules, integrating passengers from multiple agencies when feasible, and to the maximum extent possible, on a single vehicle route.

Transportation services are made available 24 hours per day, 7 days per week. The core hours are between the hours of 6:00 am and 6:00 pm, Monday through Friday, and the majority of trips occur during these times and days; however, the TP must provide scheduled trips beyond these core hours and days as demand warrants meeting the needs of DHS consumers.

TPs respond to telephone calls and emails from 8:00 am to 5:00 pm, Monday through Friday, at a minimum. Additionally, TPs must have a voicemail system to provide consumers the ability to leave messages after hours and on weekends.

Drivers must be on time for the scheduled appointment time unless there are extenuating circumstances beyond the control of the TP or the driver. The TP must notify the consumer and/or HSP in the event of unavoidable delays.

The TP is responsible for providing the consumer with an estimated time of pick up. A 20-minute pick up window is allowed (10 minutes before estimated pick up time and 10 minutes after estimated pick up time). Exception: consumers are not to be picked up prior to the end of an appointment, activity, or scheduled work hours.

A consumer who is not at the appointed pick up location at the estimated time, and the trip has not been cancelled according to local policy, is considered a no-show. The driver must wait 5 minutes after the appointed pick up time before a consumer is considered a no-show.

The TP is required to notify the ordering HSP of any no-show within 3 business hours. DHS is responsible for payment of no-shows as long as notification requirements are met. A no-show is billed to DHS at the same rate as a completed trip. Due to system limitations, marking the consumer as “no-show” in TRIP$ does not alert the HSP, and thus the HSP must be notified outside of TRIP$ to ensure payment for no-shows.

When a consumer is a no-show on leg A of the trip, leg B (if one was ordered) is automatically cancelled. The ordering HSP must contact the transportation provider to request the return trip if it is needed and must enter the information in TRIP$.

After 3 consecutive no-shows and notifications to the HSP, the consumer is deactivated in the system and all future trips in the system are canceled. The TP does not attempt to transport the passenger again until the ordering organization has discussed the repeated no-shows with the consumer and has re-entered trips in the TRIP$ system for the consumer.

The driver must exit the vehicle to offer assistance to consumers each time a consumer boards or departs the vehicle, as well as load, unload, and secure all wheelchairs and mobility devices, assure that all passengers are wearing the available seatbelts, and assure that child safety seats are properly secured.

Child safety seat requirements are controlled by Georgia’s Child Passenger Safety Law. The complete text of the law, which includes compliance rules and exemptions, can be found at the Governor’s Office of Highway Safety website. Current requirements for car seats in Georgia can be found by going to www.gahighwaysafety.org and searching for the terms Child Passenger Safety in Georgia. Parents or guardians must provide child safety seats for the safe and lawful transport of children. The HSP notifies the TP at the time services are ordered if a child safety seat will be used. At no time is a TP to transport a child without seating that is in compliance with the law.

The TP must ensure that the duration of each consumer’s transport is no more than forty-five (45) minutes longer than the average travel time required for direct transport from the consumer’s point of pick up to the consumer’s destination.

It is DHS' intent to transport consumers to the nearest access point of needed services. Though consumers have a right to choose their point of access, it may not be feasible to transport them long distances if equal services can be accessed at a closer destination point. Long distance trips can be stressful to consumers and financially inefficient. Requests for long distance transports when comparable services are available within shorter distances are to be considered on a case-by-case basis. HSPs must consider the impact of long-distance transports when planning changes in services and/or programs that affect transport distances.

All vehicle occupants shall refrain from smoking, eating, and drinking in the vehicle. Drivers shall abide by this rule as well as enforce this rule with consumers. Violent behavior or actions are not tolerated and will result in suspension or termination of services.

Drivers and TPs are prohibited from political, religious, and financial solicitation. The drivers and TPs are prohibited from soliciting or accepting any tips or other forms of gratuity from consumers.

Individuals who require a higher level of supervision (as designated by an HSP) shall not be left unattended at destination points without the supervision of an adult. It is the responsibility of the ordering HSP to ensure the consumer’s trip order clearly states the consumer is not to be left unattended. In the event that no adult is present at the point of destination to receive the consumer, the driver contacts the dispatcher, who will contact the HSP and begin efforts to locate the consumer’s emergency contact. If said emergency contact cannot be located by telephone, and/or the HSP is closed or unavailable, the consumer will be taken to an emergency management facility, such as the police department or hospital.

Inclement weather refers to any weather condition that in any way interferes with the safe transport of consumers.

The TP will monitor weather conditions as necessary and keep drivers apprised of impending weather conditions. In the event of inclement weather when public schools are in session, cancellations of transportation services will be consistent with school closings. If the Governor declares a State of Emergency, cancellations of transportation services will be consistent with the areas included in the declaration. If inclement weather occurs and schools are not in session and the Governor does not declare a State of Emergency, the TP assesses the need to cancel service or conduct early return trips. These assessments are based on communications with drivers and HSPs, RTO staff, and information gathered through the news media, Emergency Management Agencies, and/or the Georgia State Patrol. Once a determination is made, the TP will contact local radio and TV stations with public service announcements regarding closures and/or notify HSPs of closures.

If a road is impassable due to weather conditions, the TP contacts the affected riders to discuss reasonable accommodations for any return trip pick-ups. The TP also notifies the HSPs and the RTO of the situation.

In the event that inclement weather conditions develop while passengers are on a vehicle, the driver will deviate from his route and will make every effort to remove the passengers from harm’s way. The contractor will also notify the HSPs of the situation.

RTOs will educate HSPs on inclement weather procedures, including radio and TV station(s) used for public service announcements and the need to watch news programs to monitor Governor declared State of Emergencies and public school closings (when school is in session). HSPs ensure consumers and caregivers are educated on the process.

TPs will provide drivers with training for responding to weather/road emergencies.

In the event of inclement weather resulting in service cancellation not prompted by school closures or a Governor’s declared State of Emergency, the TP is responsible for notifying the RTO and the HSPs of the necessity to cancel routes or provide early return trips. The RTO and HSPs must provide emergency contact numbers for notifications that must occur before or after office hours. The following must be included in the TP’s notification to the RTO and HSPs: