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November 5, 2019 - November 8, 2019
8:00 AM - 5:00 PM
Alamo Area Council of Governments
8700 Tesoro Dr
San Antonio, TX 78217
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Fundamentals of Transit Management and Advanced Transit Management

Tuesday, November 5, 2019

Fundamentals of Transit Management: two-day course Module 1: Human Resource Management –,Module 2: Policies for Implementing the ADA – Module 3: Policies for Implementing Title VI – ,Module 4: Financial Management Principles – Module 5: Customer Service Management – ,Module 6: Operations and Service Design and Module 7: Performance Measurement – Advanced Transit Management This is a two day course is designed for seasoned managers looking for new and improved approaches to managing their transit programs. It is a follow-up course to the Fundamentals of Transit Management. This course will challenge you to rethink some of the principles you thought you already knew. It will help you look at things from a number of different perspectives and provide you with hands-on activities and take-home resources that will enable you to implement what you learn in your own agency.

To be covered in this session, for example:

  1. For the rider requesting modifications, examples of language to describe what is needed in order to use the service. Individuals requesting modifications are not required to use the term ‘reasonable modification’ when making a request.

  1. Requests for modifications made in advance, before the transportation provider is expected to provide the modified service. This could also be done through paratransit eligibility process, through customer service inquiries, or through the complaint process.

  1. Requests for modification may not be realistically in advance and operating personnel of the entity shall make a determination of whether the modification should be provided at the time of the request. Issues include boarding location of the bus, assistance at the bus door for boarding, or assistance with fare payment.

  1. The reasonable modification request and submission process including in writing, by phone, or with a driver. Requesters do not have to use the terms “reasonable modification.”
  2. Denials for reasonable modification of policy, such as,
  • Fundamental alteration of service,
  • Direct threat to others
  • Not needed by requester
  • Undue financial or administrative burden

Transit agencies have a responsibility to have a process in place that ensures responsiveness and timely follow-up to requests and documentation. The process for requesting a reasonable modification must be advertised and easily available to the public and in accessible formats. Additionally, transit must have a mechanism to hear disagreements or complaints related to this process or perceptions of disability discrimination from riders.

Additionally, the ADA complaint process and handling of complaints will be covered. Ample time will also be given to general ADA related hot topics in providing service to customers.