Detailed SLA.pdf

1st incident (per fiscal year) 2nd- 5th incident (per fiscal year) 6th + incident (per fiscal year)

SLA-01

Failure to provide the number of buses or shuttles, including required low-floor buses, specified in shuttle plan (per hour) – section 2.1, (Dropped or missed trips) without MBTA’s approval.

Dropped/Missed Trips or Minimum Vehicle Requirement not met

Written warning One service hour deducted from payment for each failure Two service hours deducted from payment for each failure

SLA-02

Bypassing or failing to board a customer who uses a wheeled mobility device or an ambulatory customer with an apparent disability (e.g. individuals who use a walker, cane or service animal) without receiving authorization from the MBTA OCC[1].

Bypassing or Failure to board a customer with disability

[1] If a customer is unable to board a bus either because the bus is already at maximum capacity; both securement areas are currently occupied by customers with secured wheeled mobility devices; or the bus ramp / lift will not deploy (automatically or manually) - the

Operator must follow procedures to provide service to the customer immediately, as well as report the matter to the OCC.

Two service hours deducted from payment for each failure

Four service hours deducted from payment for each failure

Eight service hours deducted from payment for each failure

SLA-03

Failing to provide alternative accessible transportation within 30 minutes when a customer with a disability is initially denied service and waits for another trip.

No accommodation or Alternative transportation provided within 30 minutes

Two service hours deducted from payment for each failure

Four service hours deducted from payment for each failure

Eight service hours deducted from payment for each failure

SLA-04-1

Boarding or exiting times of over 10-19 minutes each due to ramp or lift failure or operator error.

Ramp or Lift Failure Written warning

One-half service hour deducted from payment for each failure

One service hour deducted from payment for each failure

SLA-04-2

Boarding or exiting times of over 20-29 minutes each due to ramp or lift failure or operator error.

Ramp or Lift Failure

One service hour deducted from payment for each failure

Two service hours deducted from payment for each failure

Four service hours deducted from payment for each failure

SLA-04-3

Boarding or exiting times of over 30 minutes each due to ramp or lift failure or operator error.

Ramp or Lift Failure

Two service hours deducted from payment for each failure

Four service hours deducted from payment for each failure

Eight service hours deducted from payment for each failure

SLA-05

Failing to properly[2] apply at least three securement straps (or seatbelt if requested) to a wheelchair or scooter while on the bus

Failure to Properly apply 3 securement straps.

[2] Proper securement includes the following: The application of four securement straps to wheelchairs and three to four securement straps to scooters; all straps attached to rigid (non-movable) frame members of the wheeled mobility device; adequately tighten straps;

offer lap/shoulder belt; request that the passenger apply brakes and/or turn the power off (if power equipped).

One service hour deducted from payment for each failure

Two service hours deducted from payment for each failure

Four service hours deducted from payment for each failure

SLA-06

Failure to report a passenger's refusal of wheelchair or scooter securement to MBTA OCC in real time.

Written warning

One service hour deducted from payment for each failure

Two service hours deducted from payment for each failure

SLA-07

Failing to make one or more audible stop announcements using the vehicle PA system during a one-way trip

No or Low audible stop announcements

Written warning One service hour deducted from payment for each failure Two service hours deducted from payment for each failure

SLA-08

Allowing a customer to exit the front door of a bus into an obstruction when it is apparent that the customer is blind or has low vision [3]; or, failing to inform the customer when they are being alighted at an alternate location or away from the curb at a designated stop.

Failure to announce alternate alight location.

[3] (e.g. the customer uses a white cane or a guide dog, or has otherwise communicated the information to the Operator)

Written warning One-half service hour deducted from payment for each failure One service hour deducted from payment for each failure

SLA-09

Failure to honor a reasonable request for assistance without receiving authorization from OCC.

Failure to honor request for assistance.

Written warning

One service hour deducted from payment for each failure

Two service hours deducted from payment for each failure

SLA-10

Failing to respond to the MBTA within 5 business days regarding the outcome of a customer complaint (accessibility & non-accessibility related) or a serious accessibility rule violation reported by the MBTA Internal Access Monitoring Program.

Failure to respond to the MBTA on time regarding a customer complaint.

Written warning One-half service hour deducted from payment for each failure One service hour deducted from payment for each failure

SLA-11

Failure to report to the Authority by verbal and/or written communication within 15 minutes of the occurrence of any incident and/or accident.

Failure to report an accident/incident within 15 minutes.

Written warning One service hour deducted from payment for each failure Two service hours deducted from payment for each failure

SLA-12

Failure to adhere to the reporting requirements outlined in 17.5 (Incident and Accident Procedures) and 18.5 (Safety Specific Reporting)

Failure to adhere to Safety reporting requirements

Written warning One service hour deducted from payment for each failure Two service hours deducted from payment for each failure

SLA-13

Failing to complete an investigation and take the necessary corrective action to resolve a civil rights or accessibility-related customer complaint or a serious accessibility rule violation reported by the

MBTA Internal Access Monitoring Program and notify the MBTA within 30 business days.

Failure to complete investigation or corrective actions on SWA violations within 30 business days Written warning

One-half service hour deducted from payment for each failure

One service hour deducted from payment for each failure

Title Description Short_Desc Other Resources Penalty

SLA-14

Allowing a bus to enter service after one of the following equipment malfunctions is observed:

- Bus ramp or lift will not deploy (automatically nor manually)

- Both securement areas are not fully functioning and will not allow for a proper securement of a wheeled mobility device.

Allowing a bus to enter service after equipment malfunction

Two service hours deducted from payment for each failure

Four service hours deducted from payment for each failure

Eight service hours deducted from payment for each failure

SLA-15

Failure of a bus ramp while the vehicle is in service or during an inspection (planned or unplanned) by

MBTA personnel, including during periods when the vehicle is laying over between scheduled runs.

Ramp or Lift Failure One service hour deducted from payment for each failure Two service hours deducted from payment for each failure Four service hours deducted from payment for each failure

SLA-16

Failure of a bus lift while the vehicle is in service or during an inspection (planned or unplanned) by

MBTA personnel, including during periods when the vehicle is laying over between scheduled runs.

Ramp or Lift Failure Two service hours deducted from payment for each failure Four service hours deducted from payment for each failure Eight service hours deducted from payment for each failure

SLA-17

Failure to notify the MBTA of a scheduled accessibility training class Failure to comply with the training program Written warning

One service hour deducted from payment for each failure

Two service hours deducted from payment for each failure

SLA-18

Failure to provide documentation verifying employee attendance at a scheduled accessibility training class

Failure to comply with the training program

Written warning One service hour deducted from payment for each failure Two service hours deducted from payment for each failure

SLA-19

Failure to provide documentation verifying employee current accessibility training status before the start of a project

Failure to comply with the training program

Written warning One service hour deducted from payment for each failure Two service hours deducted from payment for each failure

SLA-20

Failure to train an operator on accessibility training prior to partaking in a MBTA Project Failure to have operators SWA trained

One-half service hour deducted from payment for each failure

One service hour deducted from payment for each failure

Two service hours deducted from payment for each failure

SLA-21

Failure to provide a circle check for a vehicle partaking in a MBTA Project Failure to receive a circle check from a vehicle prior to entering service One-half service hour deducted from payment for each failure One service hour deducted from payment for each failure Two service hours deducted from payment for each failure

SLA-22

Failure to provide two fully functional securement areas, clear of seating, prior to the start of service

Failure to have two securement areas available on coach buses

One-half service hour deducted from payment for each failure

One service hour deducted from payment for each failure

Two service hours deducted from payment for each failure

SLA-23

Failure to train operator on route training prior to partaking in a MBTA Project Failure to have an operator familiarized with the shuttle route One-half service hour deducted from payment for each failure One service hour deducted from payment for each failure Two service hours deducted from payment for each failure

SLA-24

Failure to have an operable designation sign without a visable alternative

Failure to have an operable designation sign without a visable alternative

One-half service hour deducted from payment for each failure

One service hour deducted from payment for each failure

Two service hours deducted from payment for each failure