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Services & Policies

To Call For A Ride. . . . .

Dial 653-8747 a minimum of 48 hours in advance to schedule a trip in county. Limited same-day appointments may be available.  For best assurance of scheduling your out-of County trips (Medical Only) call a minimum of two weeks in advance. Hearing impaired passengers can reach CTS by dialing the Ohio Relay Service at 1-800-750-0750 and asking to be connected with 653-8747.

SERVICE IS AVAILABLE

Monday thru Friday, 8:00 a.m. - 5:00 p.m. Office Hours: 7:00 a.m. - 5:30 p.m. The CTS is closed on holidays.

CANCELLATION POLICY

A cancellation is when a client calls the dispatch office at least two (2) hours before their scheduled pick up.  Four (4) cancellations in any thirty day period will result in denial of service.

NO SHOW POLICY

No-shows increase CTS’s operational costs and cause an inconvenience to passengers who are riding the van or who wanted to but were unable to book a trip during the time of the no-show. An unchecked pattern of no-shows encourages waste and mistreatment of the service and passengers. Therefore, it is important to identify those passengers who have developed a pattern and practice of accumulating no-shows, based on their frequency of use.

In order to be subject to a Warning or Suspension, a passenger must have booked a minimum of five (5) trips or more in a calendar month. Example: If a passenger books five (5) trips and no-shows 20% (you could choose a different percentage) or more of these trips during the calendar month, they will be in violation of the no-show policy and subject to the progressive corrective action plan.

A passenger will be subject to the progressive corrective action plan only if both the minimum number of trips booked and the minimum number of no-shows are reached during a calendar month.

All suspension periods will begin on a Monday. The length of a passenger’s suspension will adhere to the progressive corrective action plan described as followed:

First violation in a rolling 12-month period: Verbal Warning

Second violation in a rolling 12-month period: Final Warning Letter

Third violation in a rolling 12-month period: 7 days

Fourth violation in a rolling 12-month period: 14 days

Fifth violation in a rolling 12-month period: 21 days

Sixth and subsequent violations in a rolling 12-month period: 30 days

A trip cancelled in accordance with this policy, (i.e., more than two hours before the start of the pick-up window) will not be counted in the total number of trips booked, nor included in the Verbal or Final Warning Letter.

CTS will retain records on passenger compliance regarding this policy. A Verbal Warning and copy of this policy will be issued upon the first violation. A Final Warning and copy of this policy will be issued upon the second violation. Further violation of this policy will result in suspension per the above schedule.

If a passenger no shows or late cancels because of circumstances beyond their control, they are to call the CTS office at: 937-653-8777 and explain the circumstance for the infraction. No shows or late cancels must be disputed within fifteen (15) business days after the end of the calendar month in which they occur. At this time, the passenger can request the removal of the no show or late cancel. Any no show or late cancel that is found to be in error will be removed from the client’s account.

RIGHT OF APPEAL

Anyone affected by this policy is entitled to request an appeal. If a passenger disputes a suspension under this policy, they have the right to file an appeal. Appeal requests must be filed in writing per the instructions noted in the appeal section of the policy. If a passenger misses the appeal request deadline, that passenger’s service will be suspended on the date listed on the Suspension of Service Notification. A copy of the appeal process will be sent to the passenger along with the suspension letter.

CTS complies with the Americans with Disabilities Act of 1990, available for review at fta.dot.gov.

Contact the CTS Director at 937-653-8777, if you need further assistance.

CHAMPAIGN TRANSIT SYSTEM (CTS) APPEALS PROCESS

For customers who choose to appeal a suspension, steps must be followed in order listed below or you will lose the opportunity to appeal the suspension.

Step # 1

To appeal your service suspension, you must make either a verbal or written appeal of suspension to the Transit Advisory Council (TAC). This must be done within 7 calendar days after the date of the “Letter of Suspension.”

Step # 2

If you disagree with the decision made in Step #1, your appeal is sent for an automatic second review. This review will be made by the Champaign Transit Director. You will be notified in writing of the decision.

If you disagree with the decision made in Step #2, you may appeal the decision in writing to the Champaign County Board of Commissioners (CCBofC). Your written request for appeal must be received by the CCBofC within 5 calendar days after the date of the written decision in Step #2, from the Transit Director. The Champaign County Board of Commissioners determination is final.

Contact Information:

 TAC and Transit Director 1512 S US Highway 68, Suite K 100, Urbana, Ohio 43078, 937-653-8777 –
cstgl@ctcn.net . Information will be sent to all TAC members

CCBofC – 1512 S US Highway 68, Suite A100, Urbana, Ohio 43078 – 937-653-1611,
amillice@co.champaign.oh.us

Relay number: 1-800-750-0750

REQUESTS FOR EMERGENCY TRANSPORTATION

CTS provides demand response service door-to-door. It is offered to the general public of Champaign County regardless of age or income status, including those persons who use wheelchairs or other mobility devices. CTS is not an emergency transportation service. Those customers requesting emergency or semi-emergency needs, or those requiring transportation in a reclining position will be referred to the local Emergency Medical Services (EMS).

GENERAL SERVICE

General service is limited to the confines of the boundaries of Champaign County. SPECIAL medical service within a 50-mile radius of Urbana is available.

PICKUP TIME

Pickup time for CTS operations is a plus or minus 15-minute schedule. A passenger is to be ready at least 15 minutes AHEAD of the scheduled pickup time that the dispatcher has assigned; but our vehicles may arrive 15 minutes AFTER the scheduled time. This allows for a 30-minute “operating window”. Passengers should wait where they can observe the vehicle’s arrival.
 

COST
Cost of your trip will vary because of several factors, such as age, disability, or distance. CTS offers reduced rates for elderly and disabled persons. Some trips may be provided for you at no cost through Social Service Title XX or Title III entitlement programs for those who may qualify. Contact the transit office for more information.  Specific rates may be found on the Rates Page of this web site.

TRANSPORTATION OF CHILDREN

Transportation of children (under the age or 18), must be arranged by the parent or guardian. All children age 10 and under must be accompanied by an adult. Infants and children under four (4) years old or children weighing less than 40 pounds must he secured by the parent or guardian in an infant car seat. These seats are the responsibility of the parent/ guardian and are to be supplied by them. Each car seat should be appropriate for the child it will accommodate.

PASSENGER ASSISTANCE

Door-to-door assistance will be provided by the driver who will help the customer as needed. The driver is under no obligation to assist in the loading or unloading of packages. Passengers that require special assistance may provide a Personal Care Attendant to assist with special requirements. Personal Care Attendants will not be charged a fare. Drivers are not permitted to enter a residence.

MOBILITY AID SECUREMENT/ SEATBELTS/CHILD RESTRAINTS

CTS's policy is that all passengers wear seatbelts, unless medical reasons are provided. All wheelchairs/scooters are to be secured with a four-point tie-down, and secured with a seatbelt.

PASSENGER BEHAVIOR

Passenger behavior expectations are as follows, and are not all-inclusive. *No smoking, eating, or consuming beverages while inside CTS vehicle * No disorderly conduct * No abusive language to any CTS employees or to other customers * No illegal, violent or seriously disruptive behavior * No willful damage to county property * Walks, steps and ramps must be clear of snow or ice. Transportation of animals is not permitted; however, service animals are allowed.

PACKAGES

Packages must be carried by the passenger if physically capable to do so. No more than four (4) items (e.g., grocery bag, container of soda, bag of potatoes, etc.) will be allowed on any one trip. Only small sized packages that are not obstructive to other customers may be transported. Approximate weight of any one item shall not exceed fifteen (15) pounds. Any item over the four (4) items limit will be charged $1.50 per item. Personal Care attendants are expected to carry items for their friend/family member - not the CTS driver.

ACCIDENTS, ILLNESS or INJURY

In the event of accidents, illness or injury, follow the instructions of the CTS driver.

BAD WEATHER POLICY

In the case of adverse weather conditions, listen to your local radio station WKSW (101.7), or WPKO (98.3), for details concerning travel with the Champaign Transit System.