Pick-Up and Delivery Standards

Last Updated on Thursday, 29 July 2010 13:49

The transportation provider must assure that transportation services are provided which comply with the following minimum-service delivery requirements:

• Arrival on time for scheduled pick up shall be a standard practice. Pickup between 60 to 15 minutes before the scheduled drop off time is permitted; however, a recipient shall not be required to board the vehicle before the scheduled pick up time. If your trip is lengthy, please call dispatch before your scheduled pickup.
• Ensure that recipients are transported to and from appointments on time. Recipients are to be advised of pick up time for transportation appointments when the transportation request is made. Any deviation from the stated time of more than 15 minutes is not acceptable timely service.
• For the return pick up from an appointment, the vehicle shall arrive within one (1) hour from time of notification. If delay occurs in the course of picking up scheduled riders, the dispatcher or provider must contact proposed riders at their pick up points to inform them of the delay in arrival and related schedule. The provider must advise scheduled riders of alternative pick up arrangements when appropriate.
• In multiple load situations, ensure that no recipient is forced to remain in a vehicle more than 45 minutes longer than the average travel time for direct transport from point of pick  up destination. This will include the time needed to coordinate child care transportation.
• Drivers shall deliver recipients to their destinations on time for their scheduled appointments.
• Trips will be monitored to ensure recipients are delivered home timely from appointments.