FEBRUARY 2019 NOTICE:
On March 1, 2019, RideKC Freedom will implement a new Cancellation/No Show Policy for paratransit customers using Special Edition, SWIFT and Project Search services in Johnson County. The new policy will be consistent with the current policy used for all RideKC Freedom paratransit programs. Meetings are being held the first week of February to discuss the changes.
Cancel / No Show Policy - defined as follows:
- The driver arrives at the pick-up location, waits five (5) minutes and the scheduled rider does not board the vehicle.
- The driver arrives at the pick-up location and is told by the rider, a family member or designated caregiver that the rider is not making the scheduled trip.
- The rider or his/her caregiver contacts dispatcher at (816) 842-9070 and select Option 2 to cancel the trip less than two (2) hours before the scheduled pick-up time.
- If a ride is canceled and the rider has a return (second leg) trip scheduled, it will automatically be cancelled. If the rider wishes the ride to remain scheduled, the rider must notify Scheduling.
Un-needed or unwanted trips must be cancelled at least two (2) hours before your scheduled pick-up time. To cancel a trip, please call (816) 842-9070 and select Option 2. If it is necessary to cancel an early morning pick-up, call (816) 842-9070 and select Option 2 and leave your cancellation on the answering machine. If you fail to give adequate notice, you will be charged for the trip. You will be given a cancellation number when you cancel a trip. If you leave the cancellation on the answering machine, you must call back to get your cancellation number. If a ride is canceled and the rider has a return (second leg) trip scheduled, it will automatically be cancelled. If the rider wishes the ride to remain scheduled, the rider must notify Scheduling.
Riders will receive a written warning each time a "cancel/no show" incident occurs. The written warning will detail the time, violation fee, date and location of each late cancellation/no show incident and the rider(s) involved. Riders will have five (5) business days to provide an explanation of the incident. This response may be made by telephone 913-715-8347 or by e-mail to email@example.com or by mail to the following address:
RideKC Freedom: Special Edition
1701 West 56 Highway
Olathe, Kansas 66061
RideKC Freedom riders who miss scheduled trips or who do not cancel trips at least two (2) hours prior to the scheduled pick-up time will be charged the regular fare for the missed trip. Contested decisions, based on question of fact, may be appealed to the Johnson County Transit staff. Appeals must be made within five (5) business days. An Appeals Committee, consisting of one (1) JCT staff member, one (1) Johnson County Transit Management staff member and one (1) member of the Transportation Council will rule on the appeal. The decision of the Appeals Committee is final. Following an unsuccessful appeal process, riders will be charged the regular fare for the appealed trip(s).
If a rider has three (3) "cancel/no show" incidents in a rolling 90-day window, an additional penalty will be imposed. Following all appeal processes, riders will immediately be suspended from riding on the Special Edition program for a two-week period. After the third violation of the "cancel/no-show" policy in a rolling 90-day window, he/she will be charged a ten dollar ($10) fee for every "cancel/no show" incident for the remainder of the rolling 90-day window.
Payment of this fee will be made to:
Johnson County Transit
Attn: Operations Manager
1701 W 56 Highway
Olathe, Kansas 66061
Payment may be made by cashier's check, money order or personal check. Failure to pay the penalty within the specified time frame will result in denial of service until the penalty is paid.
RideKC Freedom riders may be suspended or denied rides because of inappropriate behavior. Definitions of inappropriate behavior include, but are not limited to:
- Theft from other riders or staff
- Use of obscenities, profanity or other offensive language, not related to the rider's disability
- Violence - threat or act that puts riders and/or driver at risk
- Harassment of staff (including drivers)
- Attempting to board a Special Edition vehicle while carrying: firearms or a concealed weapon of any kind; open containers of alcoholic beverages; unauthorized controlled or illegal substances; highly combustible materials; and/or animals (exception: animals trained to assist persons with a disability).
- Failure to remain seated with seat belt buckled when the vehicle is in motion
- Eating or drinking on the vehicle
- Smoking, chewing tobacco or using snuff while on the vehicle
- Solicitations of any kind
- Talking to or otherwise distracting the driver while the vehicle is in motion (exception: giving directions to a destination).
A single violation of any of the items listed above or any behavior or actions deemed inappropriate may result in suspension. When a rider violates any of these rules, the driver will show the rider and/or caregiver this policy and ask the rider to comply. Each time an individual refuses to comply or repeats a rules violation, the driver will file an Incident Report with Dispatch that day. The Incident Report will detail the situation, including date, time and location of the incident and the rider(s) involved. A copy of the incident report will be mailed to the rider(s) involved on the next business day. Three (3) violations of this policy within a rolling 90-day window may result in a suspension of up to one (1) year. All one (1) year suspensions will be reviewed by the appeals committee annually.
The driver, any time service is denied to a rider, will complete an Incident Report. The Incident Report will detail the reason(s) for service denial, including date, time and location of the incident and the rider(s) involved. A copy of the incident report will be mailed to the rider(s) involved on the next business day. All incidents of service denial will be reported immediately to the Johnson County Transit.
Decisions on service denial or suspensions will be made only by The JO-Special Edition management staff and can be appealed to the Special Edition Operations Manager. Appeals must be made within five (5) business days of the suspension. An Appeals Committee, consisting of one (1) JCT Management staff member, one (1) Johnson County Transit Management staff member and one (1) member of the Transportation Council will rule on the appeal. The Appeals Committee has ten (10) business days to resolve the appeal. Decisions on service suspension will be made on a case by case basis. The decision of the Appeals Committee is final.
Riders will not be allowed to request trip reservations while suspended or while an appeal is pending, however, trips following the suspension period can be scheduled.
This document is available on audio cassette, computer disk, braille, large print or other languages upon request.
Johnson County does not discriminate on the basis of race, color, national origin, sex, religion, age or handicapped status in employment or the provision of service.