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CARR Policies

It is the mission of Central Texas Rural Transit District (CTRTD) to design, implement, and maintain an efficient and effective transportation system for residents of Brown, Callahan, Coleman, Comanche, Eastland, Erath, Nolan, Runnels, Shackelford, Stephens, and Rural Taylor Counties. In order to accomplish this, policies and procedures must be implemented to ensure safe, fair, and consistent rides for all passengers.

For your convenience, you may access the complete Passenger Handbook by downloading it below:

Cancellations

It is requested that passengers notify the dispatch office of any necessary cancellations at least two (2) hours prior to the scheduled trip. This allows the dispatch office to reassign that time to another passenger whose service request was previously denied. A cancellation is considered “late” if it is made less than two (2) hours prior to the trip (example: after 7:00 a.m. for those trips scheduled before 9:00 a.m.)

To encourage proper and timely cancellations, cancellations will be treated as No-Shows if not called within the time frame listed above.

No-Shows

No-Shows – Central Texas Rural Transit District has implemented a No-Show Policy for its Public Transit System known as CARR. A No-Show is defined as any instance in which a passenger does not keep their scheduled ride and fails to notify the CARR office at least two hours prior to scheduled pick up time. Implementation of this policy has become necessary due to the rapidly increasing number of No-Shows. We have determined that No-Show trips affect not only the transit system, but also other customers. Our drivers make every effort to pick up all passengers on a timely basis, and when one of our customers is not there the drivers are required to spend time seeking out the person. This delay has caused our drivers to fall behind their anticipated daily schedules and has caused unnecessary delay for other passengers attempting to get to their scheduled destinations.

If a passenger No-Shows from his/her origin, CARR will not return to complete the trip. If a passenger later determines that they need a return trip, then they must call CARR to attempt to schedule. CARR will attempt to return at the earliest time possible, within service hours, depending upon vehicle availability. No guarantees of return are made. The General Manager or his designee reserves the right to authorize a driver to return for a pick up if circumstances warrant.

The No-Show Policy for all Public Transportation customers will be as follows:

a) Two No-Shows within a one month period will result in a letter of notification and the passenger being placed on No-Show status.

b) A third No-Show within a one month period will result in a review of past services provided and a customer’s record on No-Shows. This review could result in a letter of notification that riding privileges on CARR has been suspended.

c) If determined preventable, No-Show will result in suspension of services for 1 week.

d) A second occurrence of three No-Shows within a one month period will result in a 2 week suspension.

e) A third occurrence of three No-Shows within a one month period will result in a month suspension.

f) Suspension periods cannot be split or otherwise divided or altered without approval by the General Manager.

g) No-Shows for billed customers will be submitted to funding source for reporting purposes.

Weather Policy

Inclement Weather

If inclement weather exists, CARR may with approval of the General Manager, reschedule or cancel service. Employees are to report to work unless otherwise informed by Dispatch or direct supervisor. CARR will attempt to inform passengers by using local radio stations, television stations, and through IVR callouts.

Winter Riding Tips

• Keep current on weather conditions, which may affect CARR services
• If streets are icy, allow additional travel time.
• Avoid delays by being on time and having correct fare ready.
• Clean footwear of mud and slush before boarding so it does not gather on the steps and floor of the bus, causing danger to others.
• Wait until the bus comes to a complete stop before leaving your seat and before boarding.
• At all times, watch your step, wear your seatbelt, and wear appropriate winter clothing.

Severe Weather Passenger Guide

Severe rainstorms, thunderstorms, and icy roads can affect CARR’s service. The following may occur any time hazardous road conditions exist:

• Travel time may increase
• Bus service on less traveled streets, especially those not sanded, may be cancelled.
• In case of severe weather, the General Manager may approve all passengers to be taken home immediately.
• If passengers are not able to get to vehicle prior to severe weather arriving, passengers will be asked to remain in facility until severe weather has passed.
• If vehicle is caught in severe weather then the driver will make every attempt to get to the nearest safe area and have passengers exit the vehicle until severe weather has passed.
• Passengers and/or care providers are responsible for ensuring that passengers are properly dressed for their ride. Bus operators will not assist passengers with their clothing. This includes proper coats, hats, gloves, and footwear.

Complaint/Grievance Policy

CARR serves a large diverse population of individuals with varying ages (children, teenagers, adults, and elderly), physical challenges, economic and financial status, and ethnic backgrounds.

Central Texas Rural Transit District shall ensure that no person shall be excluded from the participation be denied the benefits of, or otherwise be subjected to discrimination under any program or activity undertaken by CARR, solely by the reason of his/her race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. CARR assures full compliance with Title VI of the Civil Rights Acts of 1964, the Civil Rights Restoration Act of 1987 and related statutes and regulations in all programs and activities.

It is our intent to provide courteous and professional services to the general public. If a person has a complaint they may follow the complaint/grievance procedures.

Complaint/Grievance Procedures

As a recipient of Medical Transportation and Public Transportation funds, administered by the Texas Department of Transportation, CARR hereby attests that it will abide by the eligibility guidelines and service priorities, as stipulated and set forth in the Agency’s Contracts.

Any person who believes they have been denied the benefits of, excluded from participation in, or subject to discrimination on the grounds of race, color, or national origin by CARR has a right to file a formal complaint. For more information regarding Title VI Civil Rights or to request a Title VI Complaint Form, please call 1-800-710-2277 or visit www.cityandruralrides.com. In the event of a public transportation complaint, the complainant should contact the Administrative office at (325)625-4491 or 1(800)710-2277 or by mail to P.O. Box 712, Coleman, TX 76834.

Upon receipt of the complaint, the CARR representative will request written detail of complaint or take an oral statement from the complainant. The complaint should include details regarding the situation: I.E. date, time, driver, problem, etc. All complaints or statements should be signed or if by telephone the actual complainant should be the person that calls. Complaints received by telephone will be investigated and resolved prior to ending the call. A written response will not be required if complainant is satisfied with the resolution. The General Manager will be notified upon receipt of all complaints, and the Operations Manager or an assigned staff member will conduct an investigation into written complaints.

Upon completion of the investigation, a decision regarding the complaint will be rendered and a written response issued to the complainant no later than ten days after receipt of the complaint. A copy of the complaint and action taken will be forwarded to the funding source offices as required, and a copy will be kept on file at the CARR Administrative Office. In the event the complainant is not satisfied with the decision and action taken by the Operations Manager, the complainant should notify the General Manager in writing at the below listed address:

J.R. Salazar, General Manager
Central Texas Rural Transit District
CARR
P.O. Box 712
Coleman, Texas 76834
1(800)710-2277
Email:

The General Manager will review all information regarding the complaint and shall have the discretion to form an impartial panel of reviewers to assist him – comprised of: Transit District Board members, or public and private social service representatives. Following a review of the complaint, the General Manager shall inform the complainant of the findings of the review panel or his decision and action taken regarding complaint. A decision regarding the complaint will be rendered and a written response issued to the complaint no later than ten days after the General Manager receives the complaint.

Additional Complaint Information

Medical Transportation under HHSC

Customers must contact HHSC at 1-877-633-8747, Monday thru Friday, 8:00 a.m. – 5:00 p.m.

Contributions to CARR

Central Texas Rural Transit District / CARR offers General Public Transportation in eleven counties. We are able to keep our rates affordable for the General Public through various grant opportunities offered by the Texas Department of Transportation as well as the Federal Transit Administration. However, most of these grants require a local match to show community support for the transportation services made available. If you and/or your organization would like to make a contribution to count towards a local match please download the contribution form below:

If you have any questions or concerns or would like a representative from CARR to speak to you and/or your organization regarding the services and program we offer in your area, please feel free to contact us at any time. We look forward to continued community partnership and thank you for all that you do in assisting the public!

Code of Conduct

For your convenience, you may download the CARR Code of Conduct by clicking below:


CONTACT

Coleman, TX
Phone: (800) 710-2277

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