ADA In-Person Eligibility Programand Mobility Center

February 17, 2011

Presentation Overview

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• Transition Plan• New ADA Eligibility Determination Program• Customer Experience• Mobility Options• ADA Bus and Rail Pass• Valley Metro Mobility Center • Implementation Schedule• Questions and Answers

Transition Plan

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• Migrating from mail-in process to in-person process effective February 1, 2011

• During transition, customers that send in completed application with proper documentation may be given temporary eligibility (60—90 days)

• Temporary eligibility issued on a case-by-case basis -- when there is sufficient evidence of probable qualification for ADA service

Transition Plan Continued…

• Temporary eligibility will expire if customer does not complete an interview and/or mobility assessment in a timely manner

• New applicants will be scheduled for an in-person appointment within 60 days—Renewal applicants within 90 days

• New office number 602-716-2100• New fax number 602-716-2114• 4600 E. Washington, Suite 101 Phoenix, AZ

850344

New ADA Eligibility Program

• Interviews, with mobility assessments as needed• 3-year eligibility cycle increased to 5 years

– Lifetime certification for some

• CARE Evaluators to perform interviews and assessments – Based out of Los Angeles

– Operates four similar contracts in California

– Innovative company; experience working with persons with disabilities

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Customer Experience• Current customers notified by mail about the new

program prior to ADA expiration date• Renewal and new customers

– Call 602-716-2100 to apply for ADA Certification– Will receive 2-page application and consent form– Customer calls for an appointment– Valley Metro arranges transportation if needed

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Customer Experience Continued• On appointment day

– Application and documentation reviewed– Photo taken (for ADA Bus and Rail pass)– Interview conducted with Transit Evaluator

• Mobility assessments conducted as needed

– Professional verification may still be requested to supplement the in-person process

– Customer offered information about mobility and transportation options, including travel training

– Customer mailed determination letter within 21 days

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• Pyramid is one illustration for managing Dial-a-Ride resources

• One size does not necessarily fit all

• Valley Metro is exploring a blend of alternative mobility options in other segments of service

Pyramid of Mobility Options

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ADA Para-

transit

Taxi Voucher/Recurring

Medical Trips

Cab Coupon/User Side Subsidies

Volunteer Driver Program

Fixed Route Services(Bus & Rail)

Cos

t Per

Trip

ADA Bus and Rail Pass• Offered to ADA eligible customers only• Local jurisdiction option• No cost to recipient when riding bus and light rail• Photo ID using smart card technology to track usage• Cards valid for three years• City of residence verified annually• Program begins July 2011

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Valley Metro Mobility CenterWashington Corporate Center 4600 East Washington

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Valley Metro Mobility Center

• Home for – ADA Certification Program– Travel training– Other mobility and transportation options

• Accessible to light rail stations and bus routes• Central location; convenient freeway access• Passenger drop-off and pick-up• Covered parking; ample spaces reserved for persons

with disabilities• Pedestrian friendly neighborhood

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Passenger Drop-Off and Pick-Up Location

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Construction Challenges

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Mobility Center Features

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Mobility Center Features

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Mobility Center Features

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Mobility Center Features

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Mobility Center Features

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Mobility Center Features

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Mobility Center Features

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Mobility Center Features

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Mobility Center Features

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Mobility Center Features

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Mobility Center Features

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Mobility Center Features

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Mobility Center Features

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Implementation Schedule• Conducting trial run of new process in February

– Volunteers still needed

• Open house February 23rd from 2 PM—5 PM• Launch new ADA paratransit eligibility program March 1

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ContactScott Wisner - Customer Service Manager

602-251-2021swisner@valleymetro.org

Carol Ketcherside - Planning Director602-523-6040

cketcherside@valleymetro.org

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