126DH010_Statement_of_Work_-_Paratransit_Eligibility_and_Travel_Training.pdf

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Regional Transportation District 1660 Blake Street, Denver CO 80202 rtd-denver.com

Statement of Work Paratransit Eligibility Determinations & Travel Training

RFP 126DH010

Version: 01

June 10, 2026 rtd-denver.com

Table of Contents Executive Summary

Project Description Scope of the Project Location

Satellite Facilities Period of Performance Roles and Responsibilities

Project Requirements

1.1 Eligibility Determination Process

1.2 Written Application Development and Design

1.3 Written Application Screening

2.1 Paratransit Interview and Assessment Scheduling

3.1 Paratransit Certification Appointment

3.2 Paratransit Interview

3.3 Mobility Assessment

3.4 Medical Verification

3.5 Marking and Tethering/Wheelchair Safety

3.6 Appointment Conclusion

3.7 Eligibility Determinations/Notifications

3.8 Fulfillment

3.9 Recertification

3.10 Special Situations

4.1 Appeals

Personnel Requirements Technology Requirements Reporting and Scheduling Requirements

Performance Measures Verification and Testing Project Milestones

Glossary

Appendix Materials

Executive Summary This Statement of Work is to retain the services of an ADA Mobility Assessment Contractor (AMAC). The AMAC will have the primary task of conducting complementary ADA paratransit eligibility determinations and will also work with Access-a-Ride staff to develop and provide mobility assessment, education, and travel training services for applicants and other customers with disabilities as identified by RTD.

The Americans with Disabilities Act of 1990 (ADA) guarantees equal opportunity for individuals with disabilities in employment, public accommodations, transportation, state and a local government services and telecommunications. The transportation provisions of the ADA are focused on acquisition of sufficient accessible vehicles by public and private entities, requirements for complementary Paratransit service by public entities operating a fixed-route system and provision of nondiscriminatory accessible transportation service.

The ADA mandates that each public entity operating a fixed-route system (essentially non-commuter bus and light rail systems that picks up and discharges passengers on a regularly published schedule) must provide or assure there is provided complementary ADA paratransit service to individuals with disabilities who, because of their disabilities, are functionally unable to ride the accessible fixed-route/light rail system for some or all trips. The paratransit service must be comparable to the level of service provided to individuals without disabilities who use the comparable fixed-route system. The paratransit service is intended to complement the fixed-route system in terms of area served and time of service. US Department of Transportation (DOT) regulations require each public entity to establish a certification process for determining ADA paratransit eligibility. The eligibility criteria are designed to strictly limit ADA paratransit eligibility to only those individuals whose disabilities prevent them from using an accessible fixed-route system for some or all trips.

Many individuals applying for paratransit service have never ridden the bus or light rail. This is typically because they primarily relied on private transportation as drivers or were transported by family. This lack of understanding and fear of not knowing how to use public transportation, along with media portrayals, contribute to a reluctance to use these services. One of the ways to maximize transit options for paratransit customers is to improve understanding of and build confidence in their understanding of how to use fixed route bus and rail service. RTD is seeking to develop a comprehensive program whereby paratransit services could be co-mingled with RTD fixed-route bus and rail services. The Travel Training program will ensure not only that individuals, by way of meeting certain criterion, will be selected to participate in this dual-mode approach, but also that the same individuals may opt to more regularly use fixed route options with their newfound competence. The mobility training program will be referenced as “Travel Training” throughout the remainder of this document.

Project Description Scope of the Project The core task of this RFP is determining ADA paratransit eligibility for people applying to use Access-a-Ride (AaR) services. Proposing firms shall be required to provide and execute a full process to do this. The purpose of the eligibility process is to strictly limit eligibility to people specified in 49 CFR 37.121. Any such process must comply with the minimum requirements of 49 CFR 37.125.

RTD is issuing a Statement of Work (SOW) to provide the minimum required elements of an eligibility process that every proposal must include. In this section, RTD will define the required elements using a process flow description. RTD will entertain modifications to this process flow only after required elements have been fully satisfied. If firms wish to suggest omission of elements in addition to those required these suggestions must be presented as independent options that may or may not be considered by RTD.

The selected vendor must achieve the following RTD high-level objectives:

1. Provision of a turnkey process for receipt of customer applications, followed by the efficient, accurate, consistent and compliant assessment of paratransit applicant needs. Initial eligibility will include a written application (submitted online, by mail or fax), 100% face-to-face interview, an assessment of applicant abilities and a validation of medical or other supporting information for each applicant.

2. Provision of supporting IT systems, management and staffing to process applications, evaluate applicants within the required timeframes and to produce the necessary reports related to those functions. The process proposed must consider the varied disabilities of the applicants and, consistent with best practices, afford them the dignity and respect for which they are entitled throughout the process.

3. Demonstration of proficiency with all US Department of Transportation regulations and Federal Transit Administration (FTA) guidance concerning Complementary Paratransit, required to be provided under 42 USC § 12143, and compliance with the same.

4. For purposes of demand expectations, over 2800 customers were certified via the certification process during 2025.

Secondary to this core task is Travel Training. The Contractor will act as RTD’s mobility training coordinator and community liaison to identify and train individuals with disabilities to use the fixed-route bus and rail system. These individuals may be referred to training following the mobility assessment process, by community members, educators, or special program coordinators. While most of these individuals will be Access-a-Ride customers, that is not a requirement. Individuals will be identified as likely to benefit from individualized trip-by-trip, or group training to improve confidence with independent travel in the community.

The desire for trips coordinated with both paratransit and fixed-route or light rail services will be accomplished with no more than 1 transfer after they board a bus or light rail vehicle. There will be no charge to the customer for the Travel Training services.

Location The assessment location should be centrally located to allow reasonable travel to the location from applicants throughout the ADA services area. (see Appendix for a map of trip origins). If the proposer would like to propose an additional satellite location within the ADA service area, RTD will consider this option providing other proposal needs are also met and providing equal assessment criteria at each location. While there is no minimum square footage requirement for the assessment center, all proposed locations should be proximate to transit, have adequate parking for staff and customers, and allow access for AaR vehicles to provide service.

Bus stop and street crossings around the location should be convenient for utilization during the assessment process.

As a more detailed planning and implementation requirement, firms must provide, with their proposals, their plans to develop and build out the primary location and may be able to assist with any satellite facilities. RTD will assist the Contractor by providing the following:

• Bus Lift

• Ramp/curb platform

• Bus stop signage

Each firm's proposal shall contain a detailed, to-scale, schematic and description of their proposed layout and usage plan for this facility. These plans must, at a minimum, identify the following:

• Applicant flow plan

• Reception areas

• Interview area

• Accessible restroom that includes accessible sink and ADA compliant turning radius.

• Assessment area with space to accommodate a minimum of 2 applicants simultaneously.

• Applicant waiting areas for arrival and departure, with space for video play of RTD travel related videos

• Offices and their intended use

• Emergency Evacuation Plan

It shall be the responsibility of the AMAC to obtain and provide all furniture, fixtures, partitions, cubicles, and equipment to be used in the facility. This is also to include a heavy-duty scale (for weight up to 1000 lbs.) with ramp and dimensions to approximate lift size of 30” by 48”. To the extent possible, the scale should be visibly inoffensive and part of the indoor pathway assessment.

Satellite Facilities

Proposal of a satellite facility is optional. The point of such sites is to establish an AMAC presence closer to remote, non-central population centers with historically reliable demand to reduce the delay in scheduling appointments and to also reduce transportation costs and travel duration for assessments.

Although these sites may be smaller, they must still include the same interview process and a functionally equivalent physical assessment process. These elements are essential; the interview and assessment process at these satellite sites must be functionally equivalent to that of the main AMAC location to provide similar assessments and outcomes.

In addition to the actual interview and assessment protocols, the AMAC must also develop and provide management procedures and protocols, and computer systems/data access that will enable these satellite centers to function just as efficiently and shall render their outcomes just as quickly, accurately, and reliably as the main AMAC site.

A pre-site inspection by RTD is preferred but not required before implementation.

Period of Performance The term under this contract is five (5) years in duration. There are no option years for this contract.

Roles and Responsibilities RTD will collaborate with AMAC to establish all components of documentation (i.e. application, assessments, letters, travel training documentation, other communication) and the general process for tasks outlined below, including approval of the assessment process. RTD will provide all printed documents and mailing envelopes, education videos about use of RTD services, and assistance from the call center for appointment scheduling, if needed. RTD will provide monthly transit passes for travel trainers for use during instruction.

The AMAC will secure a facility for completion of assessments and education, hire sufficient staff to complete all tasks associated with the contract performance, provide phone and internet service, security, insurance, and video for review of assessments and timely reporting of assessment results to RTD customers and required reporting to RTD. The AMAC will be responsible for mailing applications and eligibility determinations as a pass-through service for RTD. They are responsible for the purchase of ID cards and ink for printing ID badges.

Project Requirements Potential applicants become aware of Access-a-Ride services by word of mouth, contacts with community organizations or medical facilities, community information sessions and other outreach. RTD has a newly produced online video that has been shared on social media that describes the service itself. Portions of the processes below will remain the responsibility of RTD (and will be so indicated) but the entire process is being provided in this section to explain to the AMAC how the first steps of applicant contact are executed.

Potential applicants may download the application and medical verification form from the RTD website, submit the application online, or contact the AMAC for an application to be mailed. During initial contact, potential applicants will be provided with information about the service itself in a conversation designed to discuss the potential applicant’s mobility needs that includes a discussion of paratransit, FlexRide and fixed route/light rail mobility options. The result of this first interaction is the potential applicant making an informed decision whether to apply for Access-a-Ride, or whether they would like to pursue other accessible transportation. The interaction in this step is helpful and positive, but is also neutral, with no overt effort to “recruit” or “sign people up” for services or conversely, no effort to dissuade one from applying. The content discussed with potential applicants should include information about transportation options and result in the potential applicant feeling they have been educated and that they are able to pursue the option that best fits their needs. In the rarest of circumstances, a potential applicant would be dissuaded from applying if their mobility device cannot be physically accommodated by an RTD accessible vehicle due to its size or weight or the extensive nature of their disability that impacts travel.

All printed materials involved in this process shall be produced by RTD, or its designees, and are provided free of charge. The online application can be downloaded and completed from a personal computer or printed for completion, and the potential applicant will be informed of this as well. RTD will be initiating online submission of applications with this contract that ensures the security of the applicant’s HIPAA-sensitive information and ensures their participation in the process to the extent that they are able. Medical verification forms will be made available to providers via the website or may be emailed directly to the provider to prevent completion of forms by the applicant. This email will in most cases be sent from AMAC but may be sent by RTD as a result of a direct request.

1.1 Eligibility Determination Process

1) The assessment process must rely on applications, interviews, and functional assessments to determine the applicants’ ability to use accessible public fixed route/light rail transit in the context of their disability presented; they may not be based on medical assessments or diagnoses. RTD is not interested in a medical diagnostic model of decision making (i.e. you have medical condition "X" and therefore you are/are not eligible for paratransit). Rather, the process should focus on an accurate and realistic understanding of what an applicant is able to do regarding the physical and mental requirements of riding on public transit at different times, and regarding any variability to the applicant's abilities. It is preferred that real-life situations are presented rather than simulations.

2) Assessments should focus on an applicant’s inability to use fixed-route service and not a preference to use single-occupant transportation. Paratransit service, like fixed-route service, is shared-ride transportation.

3) RTD is seeking a robust process that can be executed by individuals of varied backgrounds and education, and that will provide reliable results regardless of how, or by whom, it is being implemented. For initial eligibility certification, the process must include:

a) completion and submission of a written application

b) verification of medical information

c) a face-to-face interview with the applicant as a part of which the applicant is engaged in a conversation about their functional abilities, and these areas are thoroughly explored from different perspectives and in a reasonable amount of time

d) a transportation assessment, during which the applicant will be asked to perform tasks necessary to use public transit

e) an opportunity for applicants to provide documentation to substantiate any non-apparent limitations of their abilities, which they assert as a basis for eligibility

4) For the recertification process, customers may be eligible for a process that requires at a minimum a written or online application but may not require an in-person assessment, according to established procedures. RTD has initiated a process for customers who have a condition that will not change to submit an application without medical verification for subsequent certifications. This process, initiated in 2022, will be realized in August of 2026, with specific customers no longer required to provide medical verification as part of their application, as noted in their customer profile.

1.2 Written Application Development and Design

1) RTD and the AMAC will collaborate on written applications for use in both initial certification and periodic re-certification of eligibility as part of the eligibility application and certification process. This application should dovetail with the proposer’s assessment process. The AMAC may use or edit the existing application if it provides them with adequate information regarding an applicant's eligibility.

A. Applications will be sent by mail or email from the point of first contact, whether AMAC or RTD.

It is preferred that customers not need to call multiple places to obtain an application.

B. Applications and the accompanying Medical Verification form may be submitted via the RTD website, by mail, or by fax to the AMAC.

C. Applicants seeking initial or re-certification of eligibility are required to complete the written or online application as a first step in the process. This application shall be designed to balance the need for information against the burden of completing such a form. The application must include basic identification information about the applicant (name, preferred gender identity, address, phone number, date of birth, etc.) and information about any devices the applicant may use for mobility. The application shall also include questions about the applicant’s mobility, their ability to perform tasks related to the use of public transit and shall include questions about the applicant’s past mobility outside the home. When complete, this application must provide enough information to describe the applicant’s mobility, how they get around and any limitations on their mobility.

D. The process for medical verification of function is a component of both the application and assessment. The medical verification form should accompany all new applications and should be completed in full by a licensed medical professional that currently treats the customer's reported condition. If there are discrepancies with the assessment and the medical form, the AMAC should contact the credentialed provider to clarify any additional information that speaks to functional capacity that was not already discerned through the course of the transportation assessment. If during the initial assessment, the assessor determines that the individual’s disability is unchanging and permanent, the profile may be noted as Med Form Exempt, and no further medical verification will be required in subsequent certifications.

E. Additional Requirements:

1) The application shall take no more than 30 minutes to complete.

2) The application shall be no more than the equivalent of 6 pages (English version), in 12-point font, inclusive of separate medical verification forms to be used for verification.

3) The application and the envelope in which it is mailed should require only one US Postal

Service First Class postage stamp.

4) The application should have built-in redundancy of key questions to ask applicants the same kinds of questions in different ways, for the clearest possible responses.

5) The application shall have a section that can be used to legally designate a representative who will act on the applicant's behalf.

6) The application will have a space to indicate past applications/reapplications.

7) The application shall be available on paper form and as a downloadable PDF.

8) The application shall provide an email field.

F. Once the AMAC, in consultation with RTD, has determined the data requirements of the application, RTD will complete the final graphic design (font style, colors, graphics, etc.) and branding of the application with the RTD logo. The actual printing of the applications will be done by RTD.

1.3 Written Application Screening

Applicants will be advised that the application process may consist of four elements: (i) a written application; (ii) verification of relevant medical information; (iii) an in-person interview; and (iv) an in-person functional assessment, which includes an outdoor component. An application is not considered completed until all four elements have occurred; or in very rare circumstances, waived.

1) Completed paper applications will be mailed/submitted by applicants to the AMAC for review. They will be reviewed for completeness, and the data from them will be transferred to the client database platform. All written applications must have all sections filled out, with no obvious missing information and intact signatures. Written applications with missing information will be returned, or the AMAC staff may contact them to follow up on missing elements. No initial application is considered complete without a medical verification form signed by a licensed medical provider or Orientation and Mobility Specialist (OMS).

2) Applications directly submitted via the RTD website will be automatically uploaded to the RTD server and time stamped as they are received into the ‘Incoming Applications’ folder. They will then be screened for completeness and sorted by the AMAC into either the “Completed Applications” folder or the “Incomplete Applications” folder, as appropriate. Paper records shall be uploaded to the server daily, must be in secure, limited-access areas and shredded once application documents have been scanned and uploaded to the server.

3) The AMAC should work with the applicant to resolve any missing information or other problems with the application. All reasonable efforts should be made to resolve problems by phone or email. If, however, the issues with the application cannot be so resolved, it may be reasonable or appropriate to return the incomplete application to the applicant. The goal of this process is to ensure that applicants are not scheduled for an interview and/or assessment until all components of the application have been received and reviewed.

4) Once the application information is deemed to be complete, a customer profile is created, or in the event of an existing customer, updated with the demographic information provided, including mobility type and emergency contact information. Once the application information has been added to the paratransit database, the application will be placed in the “Pending Assessment” folder. Upon entry and saving of the “Application Received Date,” the customer is contacted via their communication preferences to schedule a certification appointment. It is important that this date is only entered when all components of the application are in hand. A note will be entered into certification comments to indicate that the customer is ready for scheduling the certification appointment.

5) Electronic devices (servers, workstations) must have controlled access, encryption for data at rest, and secure disposal methods (shredding, degaussing). Completed determinations should be moved to the “Completed Assessments” folder within 2 business days of completion, and prior to 21 days following a completed assessment.

2.1 Paratransit Interview and Assessment Scheduling

1) Upon completed entry of the customer information into the database, the customer will receive an automated call to let them know they can now schedule their certification appointment.

2) Scheduling certification appointments will be done through an interactive conversation with the applicant, discussing schedule options and their personal needs, and transportation needs to/from the appointment. RTD provides free transportation to and from assessment appointments. Applicants are also advised to consider using their own transportation or other transportation options if they are convenient for the applicant. This process will be completed by the AMAC. RTD staff may at times schedule appointments for customers.

3) The Paratransit Call Center will be responsible for booking trips for those individuals requesting transportation to and from their certification appointment, which is at no charge to the applicant.

4) It is expected that once a customer calls to schedule their appointment, it should be scheduled within 21 days of the applicant’s initial attempt to schedule.

5) It will be the AMAC’s responsibility to structure a matrix of available assessment times throughout the day, for a continuous period of at least three weeks forward, based on expected throughput capacity and staffing. It is RTD’s expectation that the AMAC will schedule assessments within the following parameters: Monday – Friday 8:30 am – 4:30 pm

Assessments will not need to be scheduled for RTD approved holidays:

New Year’s Day Martin Luther King Day

President’s Day Memorial Day

Independence Day Labor Day

Thanksgiving Day after Thanksgiving

Christmas Day

Options for providing some evening or weekend appointments will be considered as part of this proposal.

6) Applicants who have not scheduled an appointment within 30 days following the receipt of their application should be contacted via USPS by postcard notifying them of the need to schedule the appointment.

7) It is expected that applicants will be scheduled within three (3) weeks of first contact, as allowed by their schedule as well. If this is not achieved at the customer’s request, this information should be documented in the record.

8) All appointments scheduled after 3pm on the day before the appointment will need to be directly communicated to the Call Center if transportation is needed to ensure that those trips will be scheduled accordingly.

9) Applicants should be advised to bring all mobility devices that are needed to access transportation services. Additional mobility devices (e.g. traveling with a wheelchair or walker) should be communicated to the Call Center where those appointments require a trip booking to the assessment center.

3.1 Paratransit Certification Appointment

1) As applicants arrive at the AMAC facility, whether they arrive with their own transportation or via AaR, they will be observed in their approach to the facility as part of their assessment. Observations should include the ability to walk or wheel without assistance, balance and gait pattern, and general awareness of their surroundings, to be observed via video or through windows as part of their overall transportation assessment. This additional assessment element is in part to demonstrate whether their observed assessment is consistent with their natural mobility skills.

2) The AMAC shall develop and manage this video surveillance, which shall include video that is only available during the time of determination, and only when there are inconsistencies between reported abilities and observed performance. All assessment related video shall be retained for 90 days, to ensure that it is available through the appeal period for all applicants found to be Not Eligible or Conditionally Eligible for paratransit service. This video should be made available to the appeal committee if needed.

3.2 Paratransit Interview

1) Proposing firms should design and/or provide a process by which an in-person interview shall be conducted with each applicant who has submitted a complete application and medical verification form, if indicated. This interview will review, discuss, verify, and expand on the information provided in the application, in addition to the transportation assessment. This interview should be relaxed, conversational, and should focus on the applicant's past experiences with mobility. The interviewer should talk with the applicant about how they get around in their daily life, how they accomplish life skills that require mobility, and how they travel when outside of the home.

A. The interview should not lead the applicant in any way and should maximize the use of open-ended questions that let applicants "tell their story." The process should include conversational questions that have built-in redundancies and that elicit details from applicants to paint the richest picture possible of each applicant's abilities, based on their experience. The interview process shall also be designed so that it is implicitly educational regarding the role and purpose of ADA paratransit.

B. In cases where applicants have cited medical-related limitations, the interviewer should review the application information and confirm the details of what the provider has documented on the medical verification form to be consistent.

C. The requirement for all applicants is that they proceed from an interview to a Mobility Assessment.

However, at the conclusion of this interview, it may be possible to conclude the intake process in cases where no Mobility Assessment is necessary. The Assessment may be waived when the applicant’s functional limitations are clearly documented by both the application and medical provider, and the interview findings are consistent with this information. The reasons for concluding the assessment following the interview shall be clearly documented. The AMAC shall develop and provide a formal set of rules, reviewed and approved by RTD’s Eligibility Compliance Officer, that will govern the waiver of an assessment.

D. Additional Requirements:

(1) The interview must take place in a private room.

(2) The interview shall take an average of 10-15 minutes to complete.

(3) The interview should be designed so that it can be conducted with applicants with varying abilities.

(4) The interview conversations shall be fully documented electronically.

(5) The interviewer shall capture and produce a written summary record of the interview, in electronic and paper format; and,

(6) The AMAC should provide translation services when necessary.

3.3 Mobility Assessment

1) Unless the Mobility Assessment (Assessment) is waived, all initial applicants shall be required to participate in an Assessment immediately following their interview. The AMAC shall provide a process, or series of processes, that will test the applicant in the context of the same physical, visual, audio, and cognitive requirements of mobility aboard public transit. To assist with this task, the AMAC shall provide for the design of an assessment area that shall be built within and around the assessment facility. It should include both a process and physical elements that would normally be encountered by an applicant as they travel between their home and their ultimate destination, using public transportation.

The test area should be made as realistic as practicable, to include topographical, architectural, and environmental elements that an applicant would have to deal with when using public transit, up to and including taking a trip on a public bus.

2) The Assessment should include performance benchmarks against which their performance can be compared. This is not to say that benchmarks should be designed to create a set of "pass/fail" criteria.

On the contrary, they merely provide additional data points that can be considered later in an assessment decision. Finally, the observation recording protocols shall also be designed to let the evaluator provide amplifying and summary comments about the applicant's performance. These notes shall all become part of the applicant's record.

3) As the Assessment will require an applicant to move about a testing area, both the process execution and the testing protocols shall be designed to ensure applicant safety and shall include steps that will remind the evaluator to ensure applicant safety and will require the cessation of the testing in the event of a safety concern.

4) The Assessment shall be designed in a way that will work for applicants with all types of disabilities using all types of mobility devices. A critical component of the process is that it be formalized and structured so that any trained staff member can execute it with reliable and consistent results. The person completing the evaluation should make no difference; an applicant with a particular level of ability should get the same outcome no matter who conducts the Assessment. The AMAC shall provide or develop management processes that will track and plot staff decision making outcomes to ensure that all staff assessing similar applicants are providing determinations for that group in a similar manner. In other words, staff decisions should be tracked to ensure that there is not one staff member making unusually stringent or unusually lax decisions, as compared to the average of the group.

5) Additional requirements:

a) The Assessment shall be completed within an average of 15 minutes.

b) The testing area shall be capable of handling at least 2 simultaneous applicants.

c) The testing shall not mimic any medical diagnostic testing relating to any disability or medical condition.

3.4 Medical Verification

1) The application review process shall include a review of the full record of the application, interview, and Mobility Assessment (if applicable). In cases where additional medical verification may be necessary, proposing firms shall develop a protocol to contact these professionals and to have the applicant’s information verified. This protocol shall include a means by which applicants will be contacted for additional information, should the medical professional not respond or should the information in the application conflict with the interview and/or Mobility Assessment. In cases where applicants are asked to provide additional or clarifying information for the medical verification, each attempt to reach the medical professional and/or the applicant shall be documented.

2) The medical verification process shall include procedures to document instances where an applicant's medical professionals cannot be contacted, and the medical validation cannot be completed. An application without complete medical verification will be considered incomplete.

It is the responsibility of the applicant, not the AMAC, to ensure that the medical verification form is received. Once the application, the medical verification form, the interview, and the Mobility Assessment are completed or waived, the application package will be considered complete, and the 21-day decision clock will start.

3.5 Marking and Tethering/Wheelchair Safety

1) The AMAC is to provide a safety orientation to all applicants that outlines safety on Access-a-Ride vehicles and expectations for the wearing of seat belts while riding in Access-a-Ride vehicles.

Applicants will complete a Safety Orientation Acknowledgement form once this orientation is complete as verification of their participation.

2) The AMAC will also identify locations for mobility device securement while on RTD vehicles. This can be achieved easily if the applicant is using a WC-19 standard or higher wheelchair. If an applicant’s device is not WC-19 standard, it will be marked accordingly with tape to identify the proper placement of straps for securement.

3) Each mobility device shall be measured for size to fit on the lift, both the floor footprint and the vertical space, or otherwise denoted. Powered mobility devices shall be weighed to establish whether the combined weight of the applicant and their device exceed the capacity of the lift.

3.6 Appointment Conclusion

Once the Interview and Mobility Assessment is complete, applicants will be provided with an orientation to the service, with important characteristics highlighted. They should be advised that an eligibility decision will be made by mail within 21 days. By this time, applicants will be notified of the decision.

As applicants depart, they will receive two (2) additional briefings:

1) Safety Orientation: RTD is committed to providing every applicant with a safe and efficient ride. The AMAC will deliver the Access-a-Ride Safety First Passenger Orientation to ensure applicants are aware of the safety features of Access-a-Ride vehicles and understand its safety policies. This process shall include a briefing on the process for boarding and riding a vehicle. Applicants will sign off on receipt of this orientation.

2) Transit Orientation: The AMAC will provide information about accessible fixed route/light rail transit options in the region which includes the option for travel training. This briefing shall also be conducted on site, in a space provided in the facility. The AMAC will provide information as to how to access additional training services after the assessment is complete.

3.7 Eligibility Determinations/Notifications

1) Applications shall be considered "complete" once all process elements have been completed or waived.

At this point, the AMAC has a maximum of 21 calendar days to reach a decision on the application.

2) The AMAC shall provide or develop a formal, logical decision-making protocol that explains what eligibility decisions are to be made and for what reasons. This decision-making protocol shall be in full accordance with current US DOT regulations governing ADA paratransit including, without limitation, 49 CFR 37.125.

3) The determination process for each application shall be documented through notes in the application packet, made by the specialist rendering the decision (identified by name).

4) Decisions shall be based upon the applicant’s most limiting factor or condition. At any point, RTD may require decisions based on client ability that are dependent on a specific mobility device, where the applicant’s use of said specific device would substantially enhance or limit function. In this case, an applicant may have one type of eligibility using one mobility device, and a different eligibility when employing an alternate device.

5) Decisions may be one of the following and shall conform to the requirements of 49 CFR 37.123, 37.125, and to the extent not herein otherwise provided, be consistent with Section 9.5.2 of FTA Circular C 4710.1:

a) Not Eligible for ADA paratransit – due to functional abilities to use fixed route service

b) Unconditional (or unrestricted) ADA paratransit eligibility for five (5) years

c) Conditional ADA paratransit eligibility for five (5) years: where the applicant can use fixed route transit service in some circumstances, but requires paratransit service under other circumstances

d) Temporary ADA paratransit eligibility (which may be conditional or unconditional), with the term of eligibility defined as a minimum of 6 months to a maximum of 12 months.

e) Permanent service – Upon participating in a third eligibility assessment wherein a customer receives their third consecutive eligibility determination as unconditional, the customer will be granted permanent service, where they will no longer be required to complete an in-person reassessment, but will be required to complete a profile update every 5 years. The profile update will include a phone interview to ensure all customer information is current; the customer must also visit the assessment facility or supply an updated photo at least once every 10 years.

6) RTD is interested in the AMAC making precise, conditional eligibility decisions that explain situations where paratransit is, or is not, the appropriate mode of service. RTD wishes to move away from broad decisions of unconditional eligibility and denial unless they are t r u l y appropriate. Though the AMAC will not be responsible for managing an applicant's adherence to their conditional eligibility, RTD is increasingly using back-office audits of riding patterns to manage conditional eligibility. To conclude, conditional eligibility determinations shall be recommended based on the following criteria:

a) Architectural/environmental barriers– Instances where there may be a lack of curb cuts, steep slopes, uneven terrain or lack of sidewalks that presents difficulty in travel for a specific trip.

b) Chronic fatigue– Severe fatigue because of a medical condition or need for ongoing treatment prevents fixed route travel on a regular basis.

c) Complex trips– Travel to unfamiliar locations or when there is more than one transfer that prevents fixed route bus and rail use or requires complex street crossings.

d) Dawn to dusk– Bright light conditions impact travel on fixed route service after sunrise and until sunset. Times are determined by reports from www.weather.gov http://www.weather.gov/

e) Dusk to dawn– Low light conditions impact travel on fixed route service after sunset and until sunrise. Times are determined by reports from www.weather.gov

f) Episodic– Periodic episodes of a condition affect travel on fixed route service for periods of time.

g) Intermittent fatigue-Fatigue because of medical condition fluctuates and is variable, limiting ability for some trips. Trips may only be scheduled 1 day in advance of the trip.

h) Rain– The possibility of rain causing damage to a powered device impacts fixed route travel.

Weather is determined by reports from www.weather.gov that there is at least a 30% chance of rain on the day of travel. Trips may only be scheduled 1 day in advance of the trip.

i) Snow– Service is offered on the day that snow is forecast and for 7 days that follow. Weather is determined by reports from www.weather.gov that there is at least a 30% chance of snow on the day of travel. To travel on a day snow is forecast, the trip may only be scheduled 1 day in advance of the trip and can be scheduled for up to 7 consecutive days following snow.

j) Temperature sensitive– Extremes in temperature which prevent travel on fixed route service.

Weather is determined by reports from www.weather.gov to verify that temperatures are either above or below specified thresholds for a given condition. Trips may only be scheduled 1 day in advance of the trip.

k) Wind– Strong winds make it difficult for those with vision impairment to listen to signals that it is safe to cross streets, hear signals. Weather is determined by reports from www.weather.gov where there is a chance for wind to be more than 24 mph that would impact travel. Trips may only be scheduled 1 day in advance.

7) Customers who feel they may need assistance while riding AAR vehicles will be designated with 1 PCA (personal care attendant), whom they may add at any time when taking a trip.

8) In addition to these general outcomes, the assessment process must also be designed to provide outcome decisions for the following eligibility conditions:

a) Curb-to-Curb: Is the standard eligibility outcome unless the assessment determines that the applicant cannot safely walk or wheel from their door to the curb. (Note that, separate from the assessment, an applicant may only be picked up from the curb should their pick-up location require a bus operator to lose sight of their vehicle or travel to a second-floor location.)

b) Door-to-Door: Customers who are unable to manage independent travel from the door to the curb under any circumstances may be noted with this designation as a requirement.

c) Body on Chassis Vehicle Only (a.k.a. No Cab): a process that identifies ambulatory applicants who are unable to travel in minivans or sedans because of their mobility.

d) Oversized (XLW): Meaning the individual and their device may exceed the securement area or require additional space if they are not boarded upright or with legs elevated. The AMAC will need to incorporate a procedure as part of the evaluation process to identify and document mobility devices that are oversized and will not fit on AaR vehicles. The AMAC is expected to have a scale on site, sufficient in size to weigh the combined weight of the applicant and their mobility device.

In such cases where an applicant and their mobility device exceed a combined weight of 800 pounds, the applicant should be advised that the weight restriction of our lifts prohibits AaR from providing them with service when using that device.

9) The AMAC shall provide or develop a process that shall notify applicants of their eligibility decision, in writing, along with the basis for this decision.

10) All applicants receiving conditional eligibility shall be advised of their right to appeal and the detailed process for doing so, which will be included in their notification letter. All eligibility determination letters shall be postmarked no more than 21 days from the receipt of a completed application.

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11) The AMAC shall also develop a protocol to notify applicants of their presumptive eligibility for AaR, if a formal decision is not reached in the required 21 days. The AMAC is strongly advised that this is an exception to the expected service response, which will result in a liquidated damage charge.

12) All applicant information shall be entered into the paratransit customer database within 2 days of decision.

13) Once decisions have been made, all application and assessment documents shall be scanned and saved onto RTD’s server.

3.8 Fulfillment

1) The AMAC shall be responsible for several mail-related fulfillment activities. These activities are to conform to the requirements as stated in the above tasks, including the receipt of mailed applications.

2) RTD will supply all pre-printed material such as envelopes, Customer Guides, informational inserts, and forms. All supplies will be picked up from the Access-a-Ride Administrative Offices located at 1560 Broadway.

3) The AMAC will be responsible for all assembly, inserting, addressing, and postage affixation of mail packets.

4) The AMAC will supply its own postage machine and have a system in place that reports specific postage usage by type of packet sent.

5) The AMAC will be responsible for the delivery of mail packets to the appropriate mail carrier.

3.9 Recertification

1) In addition to assessment and certification of new applicants, the AMAC shall also be responsible for all recertification of existing customers. The process and criteria for recertification of existing eligible customers shall be done in a manner reflective of the process for certifying new customers.

2) Currently, the process to track eligibility intervals and to initiate recertification is managed by RTD and provides for recertification every four (4) years. RTD is moving to a five (5) year term of eligibility at the beginning of this contract. Eight (8) weeks before eligibility expires, the AMAC will mail customers a recertification postcard regarding the recertification of their eligibility. Customers may submit the application online, download the application from the AaR page on the RTD website, or they may contact RTD or the AMAC for an application, which is the same for both new and recertifying customers, to have one mailed to them. Thirty (30) days before the existing eligibility expiration, customers will receive weekly IVR communication regarding the expiration of their certification.

3) Customers will be advised to complete a recertification application and return it to the AMAC for review.

The same review process for the receipt of new applications will be followed for those recertifying eligibility.

4) There are two methods by which a customer requesting recertification may complete that process:

a) Recertification without appointment – This is only used with customers who have unconditional eligibility status, are unable to use non-commuter fixed route service and have had no apparent changes in their mobility status based on the information submitted in their recertification application and medical verification form.

b) In-person recertification – This process mirrors the process for new applicants. Customers with unconditional eligibility who report regular use of fixed route service and customers with conditional eligibility are referred to this type of recertification to assess the appropriateness of their eligibility. A customer’s eligibility status can become either more or less restrictive based on the descriptions in their application and medical verification form, in combination with the information obtained in their interview and during their Mobility Assessment.

5) When the AMAC receives the recertification applications, they will have 10 business days to screen the application and enter updates into the database and complete the following:

a) Review the application in comparison with the previous certification summary to determine similarities to the current application; and,

b) Assess the customer’s past use of Access-a-Ride and Access-on-Demand, and that of fixed route service, should that data become available. (The AMAC staff will be trained to retrieve customer trip histories from the scheduling software).

c) Following this review, the AMAC will determine one of the following:

i) The application does not indicate any changes that would increase the customer's functional ability to use public transit, or change in their mobility device, and their unconditional eligibility continues to be appropriate. The customer will be mailed their eligibility determination, indicating five (5) years of continued service along with an updated copy of the Customer Guide.

ii) The application indicates changes in the customer's functional ability to use public transit, a change of mobility device, or that a customer previously unable to use the fixed route bus/light rail is now able to do so.