General Trip Information | MAN1425

Trip types vary according to an individual’s needs and in accordance with the following trip types. TPs provide and categorize services in the eTRIPS system.

Trips will be prioritized based on importance and urgency. According to DHS’s policy, there shall be no right of refusal for trips scheduled within allowed time frames. If a trip cannot be accommodated, the TP will document the date and time of the request, the name of the individual and requesting HSP, as well as, the reason why the trip cannot be accommodated.

The TP coordinates all routes and schedules. At any given time,individuals benefitting from coordinated transportation can be referred from multiple agencies and/or multiple HSPs and can be transported as a group, on one vehicle, regardless of the referral source.

Transportation services are available 24 hours per day, 7 days per week.

Note: 24/7 services are not required in all regions.

Core hours are between 6:00 am and 6:00 pm, Monday through Friday. TPs are obligated to provide scheduled trips beyond core hours to meet the needs of all individuals. TP should also be responsive to the needs of HSPs and provide services in accordance with their hours of operation.

TPs are also obligated to respond to telephone calls and emails from 8:00 am to 5:00 pm, Monday through Friday.

Additionally, TPs must have a voicemail system in the event that individuals need to leave a message beyond regular business hours.

Once HSPs schedule trips on behalf of individuals, drivers must be on time for all scheduled appointments, unless there are extenuating circumstances beyond the control of the TP or driver. Also, TPs must notify individuals and/or HSPs in the event of an unavoidable delay.

TPs are responsible for providing individuals with an estimated pick-up time. A 20-minute pick-up window is allowed (10 minutes before estimated pick-up time and 10 minutes after estimated pick-up time). TPs must make every effort to arrive on time and prior to appointments, activities, or scheduled work hours.

An individual must be at the appointed pickup location and during the scheduled time frame. A trip is considered a No-Show if an individual and/or HSP fail(s) to cancel a scheduled trip in accordance with regional policies. The driver must wait at least 5 minutes after the scheduled pick-up time.

TPs are required to notify HSPs of no-shows within 3 business hours. DHS is responsible for the payment of no-shows as long as TPs have followed the notification policy. A no-show is billed to DHS at the same rate as a completed trip. All no-shows must be marked in the eTRIPS system; however, the marking of the no-show does not alert HSPs but ensures RTOs are aware of the no-show for further research. TPs must establish a process to notify HSPs beyond the eTRIPS system.

When an individual is considered a no-show on leg A of a scheduled trip, then leg B, if one was ordered should be automatically cancelled. If leg B of a scheduled trip is still needed, the ordering HSP should contact the TP and changes should be entered into the eTRIPS system.

After the TP alerts the HSP of 3 consecutive no-shows, the individual should be deactivated in eTRIPS; therefore, all future trips will be canceled. TPs should not attempt to transport a canceled individual until the HSP has addressed the matter and re-entered a schedule of trips in the eTRIPS system.

It is the responsibility of a driver to assist individuals who are boarding and departing vehicles. The driver must also follow all safety measures when securing wheelchairs and mobility devices. All riders must wear seatbelts. Drivers must check to ensure all riders are following safety measures to include seatbelts and child safety seats are secured.

Georgia’s Child Passenger and Safety Laws dictate child safety seat requirements. The Georgia law and rules can be located at the Governor’s Office of Highway Safety website. Georgia’s requirements for car seats can be located by going to www.gahighwaysafety.org. Child Passenger Safety in Georgia can be entered into the search field for direct link to child seat belt safety. If a child requires a safety seat, it is the responsibility of the parent or guardian to provide the seat. Child passengers should be transported in accordance with the Georgia Highway Safety Laws. At the time services are ordered, it is the HSPs responsibility to notify the TP if a child safety seat is required.

TPs should never transport a child without a car seat.

An individual’s total travel time should be considered when TPs are creating routes. TPs must ensure that an individual’s transport does not exceed more than 45 minutes of the individual’s average travel time from their point of pick-up to their destination.

It is DHS' intent to transport individuals to the nearest access point of needed services. Though individuals have a right to choose their point of access, it may not be feasible to transport them long distances if services can be accessed at a closer destination point. An individual’s level of stress, as well as, the financial obligation should be considered for long distance transporting requests. Exceptions will be managed by the RTO.

All vehicle occupants shall refrain from smoking, eating, and drinking in the vehicle. This rule is applicable to all drivers and riders. Violent behavior or actions are not tolerated and will result in suspension or termination of services.

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

Individuals who require a higher level of supervision, as designated by an HSP, shall not be left unattended at destination points. It is the responsibility of the ordering HSP to ensure that individuals are not left unattended at drop off locations. In the event that an adult attendant is not present at the point of destination, the driver will alert the HSP. Then, it is the responsibility of the HSP to make the individual’s emergency contact aware that no adult attendant is available. It is important to note that if the emergency contact cannot be reached and the HSP is unavailable, the individual will be taken to an emergency management facility, such as a police department or hospital.

Inclement weather refers to a weather condition that interferes with the safety and transport of individuals.

TPs will monitor weather and keep drivers apprised of impending weather related conditions that may impact travel. Transportation services will be consistent and follow public schools related policies for inclement weather cancellations. It is important to note that if the Governor declares a State of Emergency, cancellations of transportation services will be consistent with the areas stated in the declaration. If schools are not in session and the Governor does not declare a State of Emergency, TPs should assess the weather and determine if conditions will have an impact on travel. It is the responsibility of the TP to communicate all travel changes with drivers, HSPs, and RTOs. If applicable, the TP should contact local radio and TV stations with a public service announcements regarding 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 individuals are on a vehicle, the driver will deviate from his route and will make every effort to ensure passengers' safety. The contractor should also notify HSPs.

RTOs will educate HSPs on inclement weather policies and make them aware of any public service announcements. HSPs ensure individuals and their guardians are educated on all policies.

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

The following must be included in the TPs notification to RTOs and HSPs: