Manchester_DAR_Policies_&_Procedures_Manual.pdf

Dial-A-Ride Program Town of Manchester, CT

Policies and Procedures Manual

(Revised for July 1, 2017)

POLICIES AND PROCEDURES MANUAL

TABLE OF CONTENTS

Introduction and Goals

SECTION I. DRIVER PROTOCOLS

A. Requirements for Hire B. Training Requirements C. Requirements for Continued Employment D. Drug Policy

SECTION II. PASSENGER PROTOCOLS

A. Qualifying Requirements B. Passenger Safety Standards

SECTION III. PASSENGER POLICIES

A. Hours of Service B. Destinations C. Reservations D. Assistance to Passengers –What Can and Cannot Be Done?

SECTION IV. HANDLING EMERGENCIES

A. Accident Procedures for Drivers Fire Fighting Fact Sheet (Following Page P-7) B. Vehicle Emergencies C. In case of Fire or Smoke D. Medical Emergencies E. Dealing With Hazardous Weather Conditions F. After Hours Emergency Procedures

SECTION V. VEHICLE MAINTENANCE

A. Pre-trip Inspection Reports B. Preventive Maintenance Inspection Report Form (Following Page P-12) C. Cleaning of Vehicles

SECTION VI. INFECTION CONTROL

A. Universal Precautions B. Avoiding the Spread of Contagious Disease

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PROGRAM OVERVIEW

The mission of the Town of Manchester Dial-a-Ride program is to provide accessible and affordable transportation service to residents over age 60 and/or residents who are disabled. The program strives to provide safe, prompt and reliable transportation to a variety of locations within Manchester. Furthermore, Manchester Dial-a-Ride aims to reduce isolation and promote the independence of Manchester residents who are older or disabled. The program consists of two 12-seat buses, both of which operate Monday through Friday between the hours of 8am- 4pm. Currently, one bus is owned in partnership with the State of CT Department of Transportation through a Federal Transit Administration grant and one bus is owned by the Town of Manchester.

Dial-a-Ride Principles

Affordability: The program provides free transportation services to eligible residents.

On occasion, but never more than once per year, riders may receive a solicitation letter through the mail requesting a voluntary donation commensurate with their means and resources. No one is denied service due to a lack of income or inability to donate.

Accessibility: Dial-a-Ride accommodates people with disabilities. Vans contain wheelchair lifts. Personal aides and service animals are allowed to accompany riders, if needed.

Customer Service: Dial-a-Ride strives to be flexible and easy to use. Drivers and dispatch staff are sensitive to individual rider needs and issues.

Safety and Vehicle Maintenance: Drivers receive initial and ongoing safety training and employ safe driving practices at all times. The vehicle fleet is well maintained including a regular schedule of preventive maintenance.

Coordination and Integration: Dial-a-Ride makes every effort to avoid duplication of services and to inform eligible riders about other appropriate transportation resources.

Cost Efficiency: The program operates as efficiently as possible in an effort to maximize the use of Municipal, State and private resources.

Consumer Needs: Every effort is made to accommodate appropriate requests for transportation. Trips are prioritized when demand surpasses capacity. Medical trips take priority, followed by grocery shopping and then all other types of trips.

Referral: The Contractor will notify the Town of Manchester representative at Senior, Adult & Family Services when it is noticed that riders have unmet social, physical, medical, financial and behavioral needs.

Publicity and Outreach: The Town makes every effort to publicize the program widely throughout the community. It identifies and targets older and disabled residents who lack transportation in an effort to encourage program participation.

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I. DRIVER PROTOCOLS

Requirements for Hire

A driver hired for the Manchester Dial-a-Ride Program must hold a current and valid Public Service License to operate a 12-seat bus. A valid Commerical Driver’s License (CDL), while not required, allows Dial-a-Ride drivers to provide back-up service to other paratransit and Senior/Disabled programs.

In order to be hired, a driver is required to have a minimum of one year of experience operating a public service or commercial vehicle.

Prior to hire, a prospective driver's motor vehicle record must be reviewed. Only drivers with no convictions over the previous 24 month period can be hired to drive for the Manchester Dial-a-Ride program.

Prior to hire, a prospective driver must undergo a background check with his or her local police department. A past conviction may be considered sufficient reason to deny employment to the individual.

Prior to hire, the individual must undergo a drug and alcohol screening through the federally mandated Drug and Alcohol Testing Program. A positive drug or alcohol test will be considered sufficient reason to deny employment to the individual.

Initial Training Requirements

All drivers hired for the Manchester Dial-a-Ride Program are required to undergo initial training and to receive refresher training every six months in the following areas:

Handling emergencies including vehicle accidents and fires, passenger medical emergencies, and weather-related emergencies;

Safe driving techniques including defensive driving and energy efficient driving;

Passenger assistance techniques;

Sensitivity to the needs of the elderly and disabled;

First aid;

Substance abuse;

All aspects of use and operation of the Dial-a-Ride vehicles including the lift;

Operation of the vehicle and transportation of passengers under supervision;

Vehicle inspection;

Completion of all forms required by the Town.

Ongoing Requirements for Continued Employment

Completion of all forms required by the Town of Manchester.

All drivers are required to comply with all aspects of the drug policy – see below.

The motor vehicle records of all drivers will be reviewed on an annual basis.

Removal from driving for the Dial-a-Ride program following a conviction will be at the discretion of the Town of Manchester.

As stated above, all drivers are required to participate in refresher training every six months or more frequently in the case of a problem or deficiency in job performance.

Smoking on the vehicles is prohibited at all times.

Drivers are required to check in with supervisory personnel each day prior to the start of their shift. This must be done in person.

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Eating or drinking while driving is specifically prohibited.

Drivers are required to treat all passengers with courtesy and respect. In addition, drivers are expected to maintain the highest standards of confidentiality both on and off duty so that private information about riders is not communicated to other riders or persons outside the Dial-a-Ride Program.

Drivers are required to perform a daily vehicle inspection and complete a Pre-trip Inspection Report prior to transporting any passengers. All problems should be documented in writing and reported to the dispatcher.

Drivers are responsible for the cleanliness of the interior and exterior of their vehicles as detailed in the Town contract.

Drivers are required to dress in a neat and clean fashion appropriate to a work setting while on duty.

Drug Policy All drivers are specifically prohibited from consuming alcohol or using medication which might impair driving ability to any degree prior to and during the performance of their job duties. There shall be no consumption of alcohol for eight hours before reporting to duty, while on duty and for eight hours following an accident.

All drivers are required to participate in the Federally mandated drug and alcohol testing program administered through the Connecticut Drug Consortium. This requires testing under the following circumstances: reasonable cause; post accident;

random testing; return to duty and follow-up testing. A positive test will result in immediate removal from driving duties for the Dial-a-Ride program. Return to duty for the Dial-a-Ride program following a positive test result will be at the discretion of the Town of Manchester.

At the time that drivers check in with supervisory personnel, the supervisor should evaluate through personal observation whether there is any suspicion that the driver is under the influence of drugs or alcohol. If the supervisor suspects that this is the case, the supervisor should take the following action:

o Arrange, if practical, for another supervisor to observe and evaluate the employee’s behavior.

o Ask the employee to explain why it seems that s/he appears impaired and may be under the influence of drugs or alcohol.

o If, in the opinion of the supervisor, the employee is impaired, the driver will be prohibited from driving, will be required to take a drug/alcohol test for reasonable cause and will be required to participate in the Connecticut Drug Consortium Employee Assistance Program. Failure to consent to these stipulations will result in permanent removal from driving duties for the Dial-a-Ride program.

Following a positive test, a return to duty drug/alcohol test is required. Prior to returning to driving for the program, the employee is also required to provide evidence from the EAP program counselor and/or another medical practitioner that he/she is no longer impaired. Further follow-up testing will be at the discretion of the Town of Manchester.

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II. PASSENGER PROTOCOLS

Eligibility Requirements

Residence - In order to use the Dial-a-Ride service, an individual must be a resident of the Town of Manchester. A person staying overnight with friends or family in Manchester may use Dial-a-Ride during his or her stay provided age or disability requirements are met.

Age or Disability - In order to use the Dial-a-Ride service, either the age or disability requirement must be met. The rider must be at least sixty years of age or, if under 60, provide documentation of a medical disability which impairs his or her ability to use other forms of transportation. The disability may be of any type, including psychiatric, provided the ability to either operate a motor vehicle or access public transportation is impaired. Individuals with short-term or temporary disabilities will be accommodated whenever space allows. A letter or email from a Manchester Senior, Adult & Family Services staff person is sufficient documentation to allow a resident to access Dial-a-Ride.

All passengers are requested to provide the name and phone number of an emergency contact which is kept on file. The dispatcher is to be notified of any changes.

It is the goal of Dial-a-Ride to serve as many eligible individuals as possible given the limited resources that are available. If a person qualifies for the service, but is able to access public or private transportation without difficulty, he or she is requested to do so.

Passenger Safety Standards

Passengers are requested to bring escorts or companions with them on Dial-a-Ride if they require assistance in using the service. Drivers can assist passengers getting in and out of the vehicle, bring packages to the door, and help wheelchair passengers over curbs. In addition, they can secure passengers in the vehicle. However, they are forbidden from lifting any passenger. If help is required getting in and out of the house or to and from the destination, passengers must provide their own escorts.

Passengers who have difficulty utilizing the stairs to access the vehicle are requested to use a wheelchair for boarding and disembarking from the bus.

The Town of Manchester reserves the right to refuse Dial-a-Ride service if:

o A passenger appears to be under the influence of alcohol or drugs.

o A passenger is extremely confused or disoriented and faces the risk of bringing harm upon himself or herself.

o A passenger is extremely frail and faces the risk of bringing harm upon himself or herself when trying to maneuver on or off the Dial-a-Ride vehicle even with the assistance of the driver.

o A passenger’s behavior is threatening to the driver or other passengers or is consistently disruptive.

o A passenger’s personal hygiene is so severe as to cause extreme discomfort to the driver or other riders and if, after multiple warnings, the situation has not improved.

The Town of Manchester representative from Senior, Adult and Family Services will discuss any suspension or expulsion from the Dial-a-Ride program with the impacted

P-5 rider. A formal letter will be sent to any rider who is suspended or expelled from the program.

Passengers are prohibited from eating, drinking and smoking while on the vehicles.

Seat belts must be worn during all times that the vehicle is in motion.

Non-disabled children under age 18 may ride on the Dial-a-Ride bus if the primary rider is an eligible Dial-a-Ride rider who is the child’s parent, guardian or caregiver.

Children under age 12 must be accompanied by an adult in order to ride on the Dial-a-

Ride vehicles. The adult rider accompanying the child is required to provide a car seat for babies or young children under 40 pounds. If a car seat is not provided, the driver will refuse to transport the child.

The Dial-a-Ride program is able to transport disabled residents under age 18. However, Dial-A-Ride is unable to transport these residents to or from school

III. PASSENGER POLICIES

Hours of Service

The program operates Monday through Friday between 8a.m. and 4p.m.

Riders must have a return trip contingency plan if they are unsure if the return ride will commence by 4pm. The driver will discuss this with the rider to verify that an alternative is available. If a rider is running unexpectedly late and has not called for a return ride by 4pm, the dispatcher will attempt to contact the rider at the destination to make arrangements. As a last resort, a private taxi cab will be called and paid for by Manchester Senior, Adult & Family Services.

Dial-a-Ride holidays are:

o New Year’s Day o Memorial Day o Independence Day (observed) o Labor Day o Columbus Day o Thanksgiving Day and the day after Thanksgiving o Christmas Eve Day o Christmas day (observed)

Destinations

Dial-a-Ride operates within the Town of Manchester only. Rides are provided primarily to medical appointments, grocery and other shopping. When possible, rides are provided to other destinations within Town including, but not limited to, food pantries, soup kitchens, banks, pharmacies, libraries, visits with friends and family members, places of worship, and recreation/leisure programs.

In an effort to maximize rider capacity, Dial-a-Ride transports residents to grocery shopping in small groups. The Town is divided into sections and the day of the week that the grocery trip occurs is based on the section of Town in which the rider lives. Grocery transportation trips are provided to Stop & Shop unless rider consensus is for another grocery store in Manchester. There is a three (3) bag limit at the grocery store so as not to crowd the aisles of the vehicle. The driver will assist frail riders with the grocery bags up to their door.

A rider may request a stop at the pharmacy for a prescription on the way home from a medical appointment. These requests will be accommodated only when they do not

P-6 interfere with the day’s other scheduled pick-ups and drop-offs. Manchester Senior, Adult & Family Services has a list of pharmacies that deliver.

Dial-a-Ride is not an emergency service. Riders must call an ambulance or 911 if there is an emergency.

Reservations

Reservations for rides may be made by calling the Dispatcher Monday through Friday from 8am - 2pm.

Reservations are booked on a first-come, first-served basis although priority is given to medical appointments.

When a rider calls for a reservation, he/she should be prepared to provide the following information:

o Name o Address o Phone number o Date and time of ride o Pick up address and destination address o Return time o Need for wheelchair lift o Whether an escort or aide will be present

Medical appointments may be booked up to 28 days ahead of time. Other appointments, such as shopping, hairdresser, bank, pharmacy, etc. may be booked up to 14 days in advanced.

If a ride is refused for whatever reason, the dispatcher will work with the person to identify alternatives, i.e. changing time and/or day of appointment, offering phone numbers for other transportation options.

On rare occasions if space is available, riders may be able to request and receive same-day rides.

Assisting Passengers

Dial-a-Ride is a door-to-door service. The driver cannot enter the rider’s home, lock the house door, or assist the rider into or out of the house. The rider should be able to meet the bus outside the house.

The driver may assist passengers getting in and out of the vehicle. However, the driver cannot assist the rider into any building. The rider needs to be able to do this independently or else bring an aide or escort for assistance.

Riders who require service animals may bring these animals on the van as long as the animals are tethered or caged and do not pose a threat to the safety of the driver or other passengers. Passengers may also bring small animals to a veterinarian appointment or for grooming as long as the animals are secured in a carrier. In any other circumstances, pets are not allowed on the van.

IV. EMERGENCIES

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Accident Procedures for Drivers In the event of an accident, the driver is expected to remain calm and take control at the scene. The driver should be familiar with the accident packet in the glove compartment of the vehicle and should be prepared to follow these procedures:

Stop the bus as safely as possible.

Secure the bus.

o Turn the wheels toward safety o Set the brake o Put the transmission in gear (vans in park) o Shut off engine o Remove keys from the ignition

Check for injured parties.

Evaluate the scene; evacuate the passengers if they are or could be in danger on the bus. If it is necessary to evacuate, have the passengers remain together in a safe spot at least 100 feet away from the bus. Injured persons should not be removed unless absolutely necessary.

Contact the Contractor’s dispatch office and request the police for every accident.

Request fire or ambulance assistance as needed.

Have the dispatcher notify Manchester Senior, Adult and Family Services as soon as possible.

Stay calm, reassure the passengers. Talk to them about the situation.

Set out warning devices (reflective triangles) to protect the scene.

Do not move the vehicle unless directed to do so by the police or an official of the

Town of Manchester.

Do not discuss the accident with anyone other than the Contractor, a Town of

Manchester official or the police. Remember, you are required by law to show your operator and public service or CDL to the police, other operators and any witnesses.

Make no admission of blame or guilt. Answer any questions the police may ask you as clearly and as concisely as possible.

Write down all pertinent information regarding the other operator (name, address and phone number), owner of the vehicle, and other vehicle information. Get the name of the other parties' insurance carrier and policy number. Take the name and address of any injured persons. Fill out the accident report from the packet at the scene of the accident. Do not depend on the police for the information. It is your responsibility to return to base with all information.

Write down the name, ages, addresses, and phone numbers of all passengers on the bus at the time of the accident. Make a diagram/seating chart of passengers with their names.

Never say that you will contact anyone concerning damages.

Make every effort to determine if there were any witnesses to the accident. Secure the names and addresses of any witnesses.

Do not remove the vehicle from the scene until cleared to do so by the police and/or a

Town of Manchester official.

After the accident, observe the actions/condition of other people or vehicles, weather conditions, light conditions, traffic signals or lane control devices.

Assist Town of Manchester officials in filing a Town accident report.

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By becoming familiar with the above procedures you will be better prepared to perform effectively in case of an accident and make better decisions following a comprehensive assessment of the situation.

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Vehicle Emergencies In the event that the vehicle you are operating should experience difficulty (sudden drops in oil pressure, engine knock, vibrations, odors, over heating, etc.) follow the instructions below.

Pull over to the side of the road as soon as safely possible and shut off the engine.

Contact the dispatcher with the following information:

o Nature of the problem - be specific o Your current location o Bus number and route o Passengers on board

Request that the dispatcher notify Senior, Adult and Family Services as soon as possible.

Remain calm and explain to the passengers as to how you will proceed.

Make certain that the bus has been properly secured and pulled off the road as far as possible. Set out the triangle warning devises as directed: one 10 ft. behind the bus, one 100 ft. behind the bus and one 100 ft. in front of the bus. On a divided highway place all three reflectors behind the bus at 10 ft., 100 ft., and at 200 ft.

Do not leave the bus unattended if there are passengers aboard. If there are no passengers on board, return to and stay with the disabled vehicle after contacting the dispatcher to wait for help. Be certain to collect the reflectors when the repairs have been made or the bus is removed.

In Case Of Fire Or Smoke

Pull the vehicle over to the side of the road as soon as safely possible. Put the vehicle in a parked position in a safe area and shut off the engine.

Quickly evacuate passengers to a secure location at a safe distance. Keep passengers together and safe until help comes.

Call 911 and indicate a fire emergency. Give the exact location and indicate if there are any injured passengers. After contacting 911, call the dispatcher to advise of the situation. Request that the dispatcher immediately notify Manchester Senior, Adult and Family Services.

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Medical Emergencies Contact the dispatcher indicating that you have a medical emergency. Provide your exact location, the nature of the problem and the need for emergency medical assistance.

Pull over to the side of the road as soon and as safely as possible and shut off the engine.

Evaluate the situation as well as possible. If emergency medical assistance is now known to be needed, provide the dispatcher with as much information about the passenger(s) situation as you can.

Stay calm. Try to keep the ill passenger and other passengers calm and comfortable.

If emergency first aid is needed, start that process using the first aid kit supplied.

Stay with the ill passenger.

Obtain important information on the ill passenger to give to the emergency medical personnel.

If bodily products need to be cleaned up, use "Universal Precautions" as described in this manual.

Complete a Town of Manchester incident report in detail.

Dealing With Hazardous Weather Conditions

The Town reserves the right to suspend service at any time due to weather conditions that interfere with the safe transport of passengers. The drivers and dispatcher are requested to contact Manchester Senior, Adult & Family Services if weather-related difficulties are experienced. In the case of a suspension of service:

o All passengers who have not yet left home will be notified of suspension of service by the dispatcher and, if desired, arrangements will be made to reschedule the ride.

o Every effort will be made to return passengers home from their destinations as promptly as possible.

o If it becomes impossible to continue to operate the Dial-a-Ride vehicles, the dispatcher and the Town of Manchester will make emergency arrangements for return trips for any remaining passengers so that no rider is left stranded.

If the driver is on the road with or without passengers and feels that continued operation of the vehicle is unsafe due to weather conditions, the driver should:

o Pull over to the side of the road as safely as possible, put on the emergency flashers and shut off the engine.

o Contact the dispatcher with the bus number, exact location and passengers on board.

After Hours Emergency Procedures

Occasionally, excursions are run after hours and on weekends when there is no Dial-a- Ride dispatcher present. In these situations, special arrangements must be made.

The driver will carry a cell phone provided by the contractor for emergencies. A contractor supervisor will be available by phone in case of emergency for instructions to the driver.

In the event of a medical or vehicle emergency, 911 will be called by the driver immediately.

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The Town will be notified on the next business day or immediately if injuries are involved. The contractor will be given an emergency number to reach a Town official.

V. VEHICLE MAINTENANCE

Pre-trip Inspection Reports The driver is required to complete a Pre-trip Inspection Report on his or her assigned vehicle each day prior to transport of any passenger. A weekly check of seat belts is also required.

If a problem is found, the dispatcher should be notified and a message relayed to the Town.

If a problem is found in any of the following areas, the driver should utilize the back-up vehicle until the problem is assessed or repaired at the Town Garage:

a. Radio

b. Leads

c. Oil Low

d. Hoses, Belts, Wiring, Battery

e. Steering Mechanism

f. Transmission Fluid

g. Tires

h. Brakes

i. Other Condition Which the Driver Feels May Prevent Safe Operation of the Vehicle

Inspection Reports should be reviewed daily by the dispatcher and sent as requested to the Town. Any concerns should be relayed to the Town by telephone on the day the problem is discovered.

The driver is also expected to report any problems noted during operation of the vehicle.

These are to be reported to the dispatcher and relayed to the Town. If any question arises about safe operation of the vehicle, a back-up vehicle must be substituted.

Preventive Maintenance

All vehicles must be seen at the Town Garage for preventive maintenance according to the vehicle maintenance schedule designated by the Town.

The contractor is responsible for prompt delivery and pickup of vehicles for maintenance and repair.

The wheelchair lift must be checked weekly at the Town Garage. The contractor is responsible for bringing the vehicle in for this on a weekly basis.

All preventive maintenance records must be kept for three years after disposal of the vehicle by the Town.

Cleaning of Vehicles

The contractor is responsible for maintaining the appearance of the vehicles inside and out at all times.

The contractor is responsible for washing the outside of the vehicles weekly or more often as warranted.

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The contractor is responsible for cleaning the inside of the vehicles daily and for washing the interior once per month (or more frequently if warranted).

The vehicles should be waxed, if appropriate for the vehicle, on an annual basis. This will be arranged by the Town, with the contractor responsible for delivery and pick up of the vehicle.

VI. INFECTION CONTROL

Universal Precautions In the course of operating the Dial-a-Ride vehicles, situations may occur in which drivers or other personnel are exposed to the body fluids of passengers. For example, this may occur if a passenger begins to bleed or vomits on the bus. In order to prevent the spread of infection of all kinds, Dial-a-Ride personnel are to observe universal precautions at all times. These precautions serve to place a barrier between the employee and any bodily fluids to which he or she is exposed.

Bleeding - If a passenger on the bus begins to bleed:

a. hand the person a paper towel or tissue and instruct the person to put pressure on the wound;

b. put a barrier between yourself and the blood - put on the disposable gloves provided in the emergency clean up kit;

c. if necessary, you can now assist the passenger in applying direct pressure to the wound;

d. place all used towels or tissues in the plastic bag provided in the kit;

e. if blood has gotten on the seat, floor or any part of the bus, wipe with a towel and spray with disinfectant provided in the emergency clean up kit;

f. after five minutes, wipe dry and place all used materials in the plastic bag;

g. peel off rubber gloves from the top so that they are inside out when you have finished removing them and dispose of them in plastic bag;

h. spray your hands with the disinfectant or alcohol wipes;

i. tie the bag of used materials and put aside for disposal at the destination;

j. when you reach your destination, wash your hands thoroughly with liquid or powdered soap and warm water using a circular motion, rinse well, dry with an electric dryer and apply hand cream.

Vomit - If a passenger vomits on the bus:

a. put on the disposable gloves provided in the emergency clean up kit;

b. spread the absorbent material provided in the emergency clean up kit on the area to be cleaned and allow several minutes for absorption;

c. use the putty knife provided to remove all the absorbent material and place the used material and putty knife in the plastic bag;

d. spray the area completely with the disinfectant provided;

e. after five minutes, use paper towels to complete the cleaning process and put all used towels in the plastic bag;

f. peel rubber gloves from the top so they are inside out when you have finished removing them and dispose of them in plastic bag;

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g. spray your hands with the disinfectant or alcohol wipes;

h. tie the bag of used materials and put aside for disposal at the destination;

i. when you reach your destination, wash your hands thoroughly with liquid or powdered soap and warm water using a circular motion, rinse well, dry with an electric dryer and apply hand cream.

DON'T TAKE SHORT CUTS! YOUR HEALTH AND SAFETY COULD DEPEND ON IT!

Avoiding the Spread of Contagious Disease Passengers are requested to observe good hygienic practices by covering their mouths when coughing and disposing of any used tissues, etc. rather than leaving them on the bus. If necessary, the driver will request that the passenger cover his or her mouth when coughing.

Any passenger diagnosed with tuberculosis after riding the bus is requested to contact the dispatcher or Senior, Adult and Family Services as soon as possible. This will allow us to notify other passengers who may have been exposed to this disease.