Transportation Service and Payment | MAN1425
This section applies to Human Service Providers (HSP) that are authorized to order trips through Coordinated Transportation services and to TPs who are contracted with DHS to provide transportation services. Staff members of authorized HSPs are approved to order trips through Coordinated Transportation services. The Regional Transportation Office (RTO) staff provides system to staff members of HSPs and TPs who are authorized to order trips and access the eTRIPS system.
Individual Registration and Initial Transportation Orders
An individual should be registered in the eTRIPS system prior to receiving DHS Coordinated Transportation Services. To register an individual and order initial services, HSPs determine eligibility and enter the required information in the eTRIPS application. The respective RTO for each region should be contacted for questions and instructions.
Updating Transportation Orders
After an initial individual registration and transportation order, the HSP may add trips or change orders by updating the individual’s record or trip order in the eTRIPS system.
Canceling Trips
TPs are required to have a system in place to accept cancellations 24 hours per day, 7 days per week.
Trips may be canceled by the ordering agency, at any time of the day, in the eTRIPS automated system. However, if a trip is canceled within 24 hours of the appointment time, the HSP must contact the TP before canceling in the eTRIPS system. Policies are determined by DHS. However, the RTCC can establish more restrictive policies. Additionally, policies will dictate if an individual will have the authority to cancel a schedule trip. Usually individuals must work with their HSP in order to cancel scheduled trips.
It is the responsibility of the ordering HSP to cancel all future trips in the system for individuals that should be removed or coded as inactive from Coordinated Transportation. Refer to the General Trip Information section in this chapter for additional information concerning no-shows, notifications, and permanent cancellation due to no-shows.
Ordering, Approval, and Invoicing Process
Stated procedures are intended to be used for HSPs and TPs, and seeks to describe the process for registering, ordering trips, as well as reviewing and approving completed trips.
Roles and Responsibilities Overview
| Role | Responsibility |
|---|---|
Transportation Services Section State Office (TSS) |
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TSS Regional Transportation Office (RTO) |
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Human Service Providers (HSP) |
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Transportation Providers – (Prime Contractor and/or Subcontractors) (TP) |
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Application(s)
| Application | Description |
|---|---|
eTRIPS |
Transportation Request Information Processing System, the application for individual registration and trip ordering. |
Process Flow – Transportation Ordering, Approval, and Invoicing Process
This section outlines the process to order and approve trips. A description of the roles for TPs and HSPs are also defined.
Ordering and Approval Process
The steps below outline TPs and HSPs responsibilities.
Step 1
RTOs setup each HSP in the eTRIPS application. When contractual terms are met or updated, HSPs can either be updated or entered as a new provider in eTRIPS.
Step 2
If an HSP needs to register a new individual, the HSP must consult with the respective regional office to confirm allocated funding to ensure the HSP is not exceeding their budget. HSPs must also validate the individual’s eligibility for DHS Coordinated Transportation by providing proof of eligibility. Then a search in eTRIPS should be conducted to ensure that the individual is not already registered or has a previous registration. It is best practice to conduct the "quick search" using the individual’s last name and date of birth.
If the search shows no matches, then it is safe to proceed to add and register the new individual. If the search yields a match and the individual has an active registration, then the HSP can proceed to booking a trip on behalf of the individual.
To register a new individual, located in the “Add Client” section, add applicable information for the individual. The required fields are: First Name, Last Name, Date of Birth, Gender, Ethnicity, Race, individual Status, Address Type, Street, City, State, Zip, County, Eligibility List, HSP List, and Emergency Contact Name, and Phone.
Do not use special characters when entering information.
Examples of special characters include: - . \ / * $ & +.
To enter the individual’s date of birth, use the calendar function in the application.
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Step 3
To schedule an individual’s trip in the eTRIPS application, the HSP should verify if a trip with specifications already exist and then proceed to enter the specific trip information.
It is important for the HSP to first confirm that a trip request does not already exist for an individual when entering a new trip request. Go to “Trip” on the Main Menu to access “Search Trip.”
If the trip does not exist, enter the trip request. If it does exist, update or revise the trip.
The HSP should note any needed accommodations.
- Enter trip information
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To enter a new trip, go to “Trip” on the Main Menu and select “Book a Trip.” Select the individuals name by placing a check mark in the box to the left and “Request a Trip”.
Always validate that a Subcontractor has been added to the request. - Update or revise trip
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The HSP can make changes to existing trips in the eTRIPS application. Typical updates could include: adding or removing individuals from a group trip, changing Subcontractors, Trip Type, adding special accommodations, canceling a trip, and updating Trip Origin or Trip Destination.
- Notify TP of new, revised, or updated trip
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HSPs should always notify the TP via email if a new trip has been added or modified. In many cases, TPs use a separate routing or dispatch application.
Step 4
Daily, TPs should generate a manifest from eTRIPS and review for duplications, new registrations, and changes. It is best practice to run manifest daily in order to prepare for trips scheduled for the following day. The manifest is located in the "Reports" section of eTRIPS. A duplication can occur if a name and trip occur more than once. Duplicated trips should be cancelled immediately. It is important to note that if a TP uses a separate application, changes must be entered manually, as eTRIPS does not link with other systems. A daily copy of the manifest should be saved, as changes may appear the following day if the changes occur after the manifest was produced.
Step 5
TPs should follow their internal process for dispatching daily trips.
Step 6
Once a scheduled trip has been completed, it is the TP’s responsibility to update the outcome of the trip. Through the Trip Approval/Update Trip Status section of eTRIPS. Trips must be marked as completed, no-show, or cancelled. Marking the outcome of the trip must be completed by the next business day after the scheduled trip occurs.
TPs or Subcontractors should confirm that the “trip type” and the Division for which the individual is registered are a correct match. For example, a Division of Aging Services-related trip should have the passenger marked as a Division of Aging Services individuals.
If trip hours were different from what was originally planned, the hours must be updated. If services were provided by a Subcontractor, then the Sub must conduct updates. The Prime TP can review changes as needed.
Trips can also be recorded as either provided, no-show, or cancelled.
| Use the “Comment” section to explain any issues that may need justifying. |
Step 7
After the Subcontractor updates the trip status, the system routes trips with a completed status to the Prime TP for review and approval. It is the Prime Contractor’s responsibility to confirm the outcome of the trip in the eTRIPS application utilizing the Trip Approval/Update Trip Status function. After the scheduled trip, confirmations must be completed by the following business day.
During confirmations, Prime TPs should also verify that trip types align with the appropriate Division; that trip hours are correct; and that the final trip was coded as provided, no-show, or cancelled.
| Use the “Comment” section to explain any issues that need justifications. |
Step 8
After the Prime TP confirms the Subcontractor’s trip entries, the system will route the completed trips to the HSP for review and approval. It is the HSPs responsibility to confirm the trip outcomes and verify the trip information through the Trip Approval/Update Trip Status function. Trip approval should be completed by the next business day.
If HSPs approve the trips, the trip is considered completed in the eTRIPS application. If the trip is not approved, the HSP must update the comments and provided a justification of why the trips was not approved. The unapproved trips will be routed back to the Prime TP for review.
Step 9
If an HSP updates a trip to an “Unapproved' status, the trip re-enters the Prime Contractor’s "Approve and Update" queue. The Prime TP should work with the Subcontractor to address the HSPs concerns stated in the comment section. Then, the HSP updates the trip status and routes the trip back to the HSP.
Step 10
The TP approves the invoice in eTRIPS. The RTO generates an Invoice Report.
Step 11
Invoices will be processed and payments will be generated within 30 days of the invoice date. Once the TP receives payment from DHS, the TP must remit payment to their subcontractors within 30 days.
Step 12
The In-Kind Cost Report (Appendix 5 – Report of Certified or In-Kind Cost) should be prepared by the TP when funds requiring a match are used.
In case of errors or questions, the RTO emails the TP to resolve or correct the issues and the TP resubmits the corrected documents in the Draft Invoice packet.
Once the above process is completed by the TP, the RTO and TSS Operations Manager manage the Accounts Payable process to generate a payment to the TP.
It is important to note that HSPs should conduct a routine analysis of their current case list to determine continued eligibility. HSPs cannot exceed their annual funding allocations. DHS reserves the right to suspend services to ensure funding compliance. RTOs will meet quarterly with HSPs to review participants' eligibility that are enrolled in Coordinated Transportation.
References and Related Documents
| Document | Description |
|---|---|
Web-based individual registration and trip ordering system user guide. |
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Sample of invoice submitted by the TP for payment for services rendered. |
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Appendix 4 – Monthly Program Report – Trip, Miles, and Hour Analysis |
Summary of total number of miles, hours, and reimbursement for each agency/program. |
Report completed when funds requiring a match are used. |
Financial Reporting Process
This procedure is intended to offer a comprehensive reference to Funding Partners and HSP by describing TSS’s annual, quarterly, and monthly financial reporting processes. TPs are not directly involved in the Financial Reporting processes.
The financial reports are an important opportunity to understand what is funded annually and how funds are being used on a monthly and quarterly basis. In some cases, decisions need to be made about reducing transportation trips if funds are used faster than expected.
This procedure provides an overview of the Financial Reporting process and includes detailed information for process activities that relate directly to Funding Partners and HSPs. Three Financial Reporting processes are included in this section:
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Annual Funding Allocation Setup and Review
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Monthly Funding and Use Reporting
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Quarterly Funding and Use Reporting
Prompt Payment and Retainage Requirements - Federal Transit Administration (FTA) and Department of Transportation (DOT) Guidelines
Per FTA and DOT guidelines, DHS and Contractors must adhere to non-discriminatory practices for both the award and payment processes. This regulation mandates that DHS pays contractors within 30 days of receiving the contractor’s invoice.
For subcontractors, the 30-day payment period commences when the contractor receives payment from DHS for the satisfactory completion of the work. In the case of second or third tier subcontractors, the 30-day time period begins when the 1st tier subcontractor receives payment from the prime contractor, or when the 2nd tier subcontractor receives payment from the 1st tier subcontractor. Failure to comply with these requirements may lead to penalties as outlined in the executed contract.
This guidance also mandates that all recipients, sub-recipients, contractors, and subcontractors pay for satisfactory work performed as indicated above.
eTRIPS and Data Collection
These requirements have also resulted in increased data collection at all tiers of FTA grant recipients. To facilitate the tracking of prompt payments, contractors will be required to input the prior month’s payments to subcontractors into eTRIPS before an invoice can be approved by the contractor.
Roles and Responsibilities Overview
| Role | Responsibility |
|---|---|
Transportation Services Section (TSS) |
Creates and distributes the quarterly funding reports and annual plan summary for Funding Partners. |
TSS Regional Transportation Office (RTO) |
Coordinates region-level annual allocations with Regional Funding Partners and compiles and distribute monthly financial reports for Regional Funding Partners and HSPs. |
State Funding Partners |
Review and approve annual funding plan and provide input as needed on quarterly financial reports. |
Regional Funding Partners / Human Service Providers (HSP) |
Review and provide input on monthly financial reports and use monthly reports to manage and monitor the use of funds and number of trips allowed. |
Application(s)
| Application | Description |
|---|---|
None |
None |
Annual Funding Allocation Process
The following steps outlines the annual funding allocation process and shows the responsibility of each party.
Step 1
On an annual basis, TSS creates an Annual Funding Allocation (Exhibit 12 – Sample Annual Funding Allocation Plan) for each funding partner detailing how funds are allocated across the state. TSS sends the report to the State Funding Partners and the Regional Funding Partners to review.
Step 2
Funding Partners review the information and provide feedback, if needed.
Funding Partners should notify TSS of any issues with the annual report. TSS responds to request and provides updates as needed.
On an annual basis, RTOs prepare an Annual Funding Allocation for the Regional Funding Partners and HSPs detailing how funds are allocated across the region. It is important for Regional Funding Partners and HSPs to review this information and provide feedback as needed.
Step 3
At the conclusion of the Annual Funding Allocation review process, TSS finalizes the Annual Plan and uses the plan for Monthly and Quarterly reports. HSPs and Divisional partners should acknowledge and provide a signature for the funding allocation plan.
Monthly Funding Reporting
The following depicts the monthly reporting process for sharing budget and funding information with Regional Funding Partners and HSPs.
Step 1
On a monthly basis, TSS and the RTO prepare a Monthly Funding Report (Exhibit 13 – Sample Monthly Funding Report) for each Regional Funding Partner and HSP detailing the number of trips taken and dollars used through the report date. TSS and the RTO provide comments as needed on the report.
Step 2
The RTO sends the Monthly Reports to the Regional Funding Partners and Human Service Provider to review. HSPs and TPs may also review budget and funding allocations in the eTRIPS system.
It is important to review the reports monthly to understand current projections (surplus or deficit) results and determine if actions need to be taken to address any issues. For example, if funds are not available for future trips, the HSPs should not schedule trips until funding issues are resolved. The HSP must work with the RTO to discuss monthly funding projections and options.
Process Flow 3 – Quarterly Funding Reporting
The following process describes Quarterly Funding Reporting.
Step 1
On a quarterly basis, TSS prepares reports (Exhibit 14 – Sample Quarterly Funding Report) that contain information about trips taken, cost for the trips, and total funding information. These reports are available upon request to all State partners and are available in eTRIPS for TPs and HSPs.
Step 2
It is important to review the reports quarterly to understand current projections (surplus or deficit) results and determine if actions are needed to address any issues. TSS includes comments in the report to address areas of concern. If there are questions regarding the report, funding partners should contact the Area Program Manager. Once concerns are addressed, TSS stores the report for future reference.
=== References and Related Documents
| Document | Description |
|---|---|
Report that details how the Funding Partner’s funds are allocated across the state on an annualized basis. |
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Report that details the number of trips taken and dollars used through the report date. |
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Report that contain information about trips taken, cost for the trips, and total funding information. |