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SCTA No-Show Policy

The Board of Directors, in keeping with the provisions of the Americans with Disabilities Act and the requirements for providing timely service adopts the following procedures for no-shows by passengers in the implementation of their ADA paratransit service.  It is SCTA’s policy to record all no show trips for all passengers in order to apply appropriate sanctions if it is necessary when customers establish a pattern of excessive no-shows.

In addition to our drivers providing their best efforts to provide timely and efficient service, it is critical that passengers and their companions are also on-time for the service.  Timeliness is critical to ensure that SCTA vehicles operate efficiently and that other riders obtain the best service possible to reach their destination in a timely fashion.  Therefore, SCTA has adopted the following policy to outline what the system defines as a “no-show” to provide methods of canceling trips and to outline sanctions for those patrons who habitually miss rides.

I. SCTA’S Policy Regarding On-Time Performance for Paratransit Operations:

SCTA makes it a policy that its on-time performance shall be 15 minutes prior to the scheduled trip or 15 minutes after the scheduled trip time. Therefore, passengers should schedule their trips in a manner that allows them to meet their vehicle within this window and in a manner that allows for the range of scheduling to meet their final destination.

II. No Strand Policy

SCTA will never leave you stranded away from your home if you were scheduled for a paratransit ride that day. If you miss a return trip you should contact SCTA at 800-832-3322 for assistance.   If a passenger has been transported to his destination, you will not be stranded; however, SCTA cannot guarantee a particular pick-up window.

III. Scheduling at SCTA

SCTA schedules pick-up and return trips separately. SCTA assumes that all return trips are needed unless canceled.  In the event that you are a “no-show” for your first scheduled trip of the day, SCTA will not automatically cancel subsequent trips for that day.  If you do not need a return trip, you need to cancel that trip as soon as possible.

If you have an appointment, be sure that the reservations agent knows of your appointment time so that they can schedule your trip appropriately. When advising your appointment time, be sure to allow yourself enough time to get from the vehicle to the actual appointment. Example: If you have to be at work or have a medical appointment at 9:00 a.m., but will need fifteen (15) minutes to get to your desk or to sign in, tell customer service that your appointment is at 8:45 a.m.

Doctor’s appointments are always late! When making return reservations, please schedule the return trip to leave yourself plenty of time to meet the vehicle on time.

Customers who would like to cancel a trip must contact their carrier directly at least two (2) hours before the scheduled pick-up time to avoid the trip being classified as a late-cancelled trip.

IV. Definition No-Show

A “no-show” occurs when:

  • You fail to show up for your scheduled trip
  • You fail to cancel 2 hours prior to your scheduled trip
  • You are not ready within 5 minutes of the driver’s arrival during the pick-up window

SCTA will not consider your trip a no show under various circumstances, including but not limited to:

  • Accidents
  • Family emergency
  • Personal care attendant did not arrive on time to assist the rider

“No Shows” are not excused when the trip is not canceled at least two (2) hours prior to the scheduled pick-up time and is missed for one of several reasons, including but not limited to:

  • A passenger did not want to travel on that date
  • A passenger received another ride
  • Passenger did not contact SCTA to advise them that they were not planning to travel

Should you encounter an emergency situation, please contact SCTA as soon as possible to alert transit staff of your circumstances.  Taking these steps may prevent your trip from being recorded as a “no-show” and deter SCTA from imposing any service suspensions.

A no show will not be considered to affect a rider’s riding privileges when there are circumstances beyond a passenger’s control such as driver lateness or transit agency error.  Additional factors such as illness, failure of a companion to arrive or additional factors may be considered as “beyond a rider’s control” for purposes of this “miss/no-show” policy

In the event that a passenger knows ahead of their scheduled ride that they will be forced to no show a trip due to factors such as illness or other bona fide known reason, the passenger should contact SCTA at 800-832-3322 to advise them of their circumstance.

V. Sanctions

SCTA will impose sanctions for riders who have a pattern or practice of missing scheduled trips.  Sanctions may include suspension from service for a period of time.
In the event of sanctions due to a pattern or practice of missing schedule trips, or a “no show” that a rider disputes, an appeal may be filed to SCTA’s Executive Director.  See appeals process in Section VI.

VI. Sanctions Outline

The Schuylkill County Transportation Authority is authorized by federal and state regulation to establish an administrative process to suspend, for a reasonable period of time, the paratransit/shared ride service of customers who establish a pattern or practice of missing scheduled trips, except where the trips are missed for reasons that are not under their control.  This Policy implements the administration of no shows.

SCTA will record each customer “no-show” as a missed trip.  Customers whose missed trips are excessive, as defined by this Policy, may be suspended for a reasonable period of time.  This Policy applies to both advance reservation and subscription trips.

DEFINITION:
A no-show occurs when the reservationist is not called 2 hours before the service or when the vehicle arrives at the pick-up location within the pick-up window waits the required 5 minutes and the customer does not board the vehicle.

EXCESSIVE NO SHOWS:
SCTA can impose sanctions for a pattern of no—show trips by a customer.  A pattern or practice involves intentional, repeated, or regular actions, not an isolated, accident, or singular incident.

A review of a rider’s no-shows can occur if there are a least three (3) no-shows within a 30 day period.  A sanction could be imposed if more than 50% of all trips scheduled during that period were no-shows that are not beyond the rider’s control.

NO SHOW SUSPENSIONS:

  • After one (1) no-show, SCTA will issue a documented written warning to the rider with a copy of the No-Show Policy.
  • After two (2) no-shows, SCTA will issue a documented written warning to the rider with a copy of the No-Show Policy.
  • After tree (3) no-shows within a 30 day period, AND if more than 50% of all trips  scheduled during that period were no-shows that were not beyond the rider’s  control, a one-week (7 days) suspension of service may occur
  • After four (4) no-shows within a 30 day period, AND if more than 50% of all trips  scheduled during that period were no-shows that were not beyond the rider’s  control, a ten day (10 days) suspension of service may occur

Non-No Show Service Suspension:
SCTA has the right to suspend service to a client when the following occurs:

  • The client no longer needs service.
  • The client misuses the service.
  • The client displays uncooperative behavior.

Actions leading to suspension of service include, but are not limited to the following:

  • No-Shows
  • Any action that impedes on safe vehicle operation
  • Use of obscene language
  • Uncooperative, offensive, or immoral behavior
  • Smoking on the vehicles
  • Eating or drinking on vehicles
  • Willful damage to SCTA property
  • Willful injury or assault to another passenger, employee or volunteers
  • Willful damage to the property of any SCTA representative
  • Reoccurring or unresolved hygiene or incontinence issues
  • Issues related to health and safety of others
  • Any unlawful actions
  • Any transfer of transit script or tickets

NOTICE OF SUSPENSION:
SCTA will send a notice of suspension to customers in violation of this Policy.  The notice will identify each late cancellation and/or no-show that customers made.  All suspensions will go into effect ten (10) calendar days from the date of the letter notifying the client of service suspension.  The notice will also advise customers of the dates when the suspension begins and ends, as well as the date customers can begin to use paratransit service again.

Appeal Process
Anytime SCTA must suspend a customer’s service, that customer has the right to appeal SCTA’s decision.

Should a customer wish to appeal SCTA’s decision to suspend service, the following process must be followed by the customer and SCTA.

Upon receiving SCTA’s letter notifying them that their service will be suspended, the customer must complete a Service Suspension/Termination Appeal Form(s) and return the form(s) within 7 business days.  Forms are available at our St. Clair office Facility.  The appeal should be sent to the Executive Director of SCTA.  MATP trips are governed by MATP Policy.  Questions or concerns related to those trips/suspensions must be directed to the MATP office.

Schuylkill County Medical Assistance Transportation Program
420 North Centre Street, Pottsville, PA  17901

If a Service Suspension Appeal Form cannot be completed within the seven (7) days, the customer must call the SCTA Call Center at 570-429-2701 or 1-800-832-3322 and a SCTA staff member will complete this form over the telephone.

Upon receipt of the Service Suspension Appeal Form, SCTA will respond to the customer’s appeal within 10 business days.  All appeals will be reviewed by the Service Suspension Review Committee.  The customer must continue to receive service while the suspension is under appeal, with the exception of issues of safety.