HOME TRANSPORTATION CTRTD OPPORTUNITIES

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:

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.

Complaint Procedure/Procedimiento de Queja

CARR por la presente da fe de que cumplirá con las pautas de elegibilidad y las prioridades de servicio, según lo estipulado y establecido en los Contratos de la Agencia. Cualquier persona que crea que CARR le ha negado los beneficios, excluido de participar o sujeto a discriminación por motivos de raza, color u origen nacional tiene derecho a presentar una queja formal. Para obtener más información sobre los derechos civiles del Título VI o para solicitar un formulario de queja del Título VI, llame al 1-800-710-2277 o visite www.cityandruralrides.com. CARR no tomará represalias ni dará la apariencia de represalias contra una persona que haya presentado una queja. El personal no autorizado en ningún momento dará seguimiento a una queja directamente con el denunciante.

Procedimientos de Quejas de Pasajeros de Transporte Público

El denunciante debe comunicarse con la oficina administrativa al (325)625-4491 o al 1(800)710-2277 o por correo postal a P.O. Box 712, Coleman, TX 76834. Al recibir la denuncia, el representante de CARR solicitará detalles por escrito de la denuncia o tomará una declaración oral del denunciante. La queja debe incluir detalles sobre la situación: es decir, fecha, hora, conductor, problema, etc. Todas las quejas o declaraciones deben estar firmadas o, si es por teléfono, el denunciante real debe ser la persona que llama. Las quejas recibidas por teléfono serán investigadas y resueltas antes de finalizar la llamada cuando sea posible. No será necesaria una respuesta por escrito si el reclamante está satisfecho con la resolución. El Gerente General será notificado al recibir todas las quejas, y el Gerente de Movilidad o un miembro del personal asignado investigará. Una vez completada la investigación, se emitirá una decisión con respecto a la denuncia y se entregará una respuesta por escrito al denunciante a más tardar diez días después de recibir la denuncia. Se enviará una copia de la queja y la acción tomada a las oficinas de la fuente de financiamiento según sea necesario, y se mantendrá una copia electrónica. En caso de que el reclamante no esté satisfecho con la decisión y la acción tomada por el Gerente de Movilidad, el reclamante debe notificar al Gerente General por escrito a la dirección que se indica a continuación


J.R. Salazar, General Manager Central Texas Rural Transit District – City And Rural Rides
P.O. Box 712, Coleman, TX 76834
1(800)710-2277 or Email: jrs@cityandruralrides.com

El Gerente General revisará toda la información relacionada con la queja. Se emitirá una decisión y se enviará una respuesta por escrito al denunciante a más tardar diez días después de la recepción.

Información Adicional Sobre quejas

Programa de Transporte Médico Procedimientos de Quejas de Pasajeros

El reclamante debe comunicarse con la línea telefónica de su proveedor del plan de salud que se encuentra en el reverso de su tarjeta de seguro o puede encontrarse en www.hhs.texas.gov/. Una vez recibido, el Gerente de Movilidad o un miembro del personal asignado investigará la queja hablando con el personal apropiado involucrado en el incidente. Se envía una copia al Gerente General. l finalizar, el Gerente de Movilidad documenta la respuesta a la HHSC o al Corredor MTP dentro del marco de tiempo especificado luego de recibir la queja. Una copia se mantendrá electrónicamente.


Si tiene alguna pregunta o inquietud o desea que un representante de CARR hable con usted y/o su organización sobre los servicios y el programa que ofrecemos en su área, no dude en comunicarse con nosotros en cualquier momento. ¡Esperamos continuar la asociación comunitaria y le agradecemos todo lo que hace para ayudar al público!

Código de conducta

Para su comodidad, puede descargar el Código de conducta de CARR haciendo clic a continuación:


Descargar Código de Conducta


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. CARR shall not retaliate or give the appearance of retaliation against an individual who has submitted a complaint. Unauthorized personnel will at no time, follow up on a complaint directly with the complainant

Public Transit Passenger Complaint Procedures

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 when possible. 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 Mobility Manager or an assigned staff member will investigate. 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 maintained electronically. In the event, the complainant is not satisfied with the decision and action taken by the Mobility 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 – City And Rural Rides
P.O. Box 712, Coleman, TX 76834
1(800)710-2277 or Email: jrs@cityandruralrides.com

The General Manager will review all information regarding the complaint. A decision will be rendered, and a written response issued to the complainant no later than ten days after receipt.

Additional Complaint Information

Medical Transportation Program Passenger Complaint Procedures

The complainant must contact their Health Plan provider phone line located on the back of their insurance card or may be found at www.hhs.texas.gov/. Upon receipt, the Mobility Manager or an assigned staff member will investigate the complaint by speaking with appropriate personnel involved in the incident. A copy is forwarded to the General Manager. Upon completion, the Mobility Manager documents the response to HHSC or the MTP Broker within the specified time frame following receipt of complaint. A copy will be maintained electronically.

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

online feedback forms
reload image
online contact forms

Enter CAPTCHA Code:

×

Thanks for your request!

Please verify that you have not missed any required fields. If you have, please close this window, fill them in, and re-submit. Otherwise, this window will close automatically.