HomeMy WebLinkAboutSEATS Rider Guide 20211
SEATS RIDER’S GUIDE
Johnson County Para-transit System
Last Revision: July 1, 2021
Shared facility with Secondary Roads at 4810 Melrose Avenue, Iowa City, IA. 52246
Phone Numbers
(319) 339-6125: to schedule a ride for the next day or up to fourteen days
(319) 339-6127: to cancel a ride or for the current day issues
(319) 339-6128: after hours/office closed (to leave a message or talk to a night
driver) or for comments, questions, or to talk to a supervisor
Emergency Information: http://www.johnson-county.com/dept_seats.aspx?id=581
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WELCOME
Welcome to Johnson County SEATS, a collaborated program funded by Iowa
City, Coralville, North Liberty, and University Heights, Johnson County and
East Central Iowa Council of Governments (ECICOG).
SEATS is a quality transportation system which is a shared ride service for:
• Riders in Iowa City, Coralville, North Liberty, and University Heights
who are certified by their city of residence as being unable to use the
fixed route bus service.
• Any visitors presenting documentation that they are ADA paratransit
eligible in their home jurisdiction will be eligible, and no further
documentation will be required before paratransit service is provided. If
a visitor does not have documentation of ADA paratransit eligibility,
additional documentation may be required of the individual's place of
residence. If the visitor's disability is not apparent, documentation of
disability may also be required. But no documentation of disability will
be required if the visitor's disability is apparent.
• The general public of rural Johnson County during weekdays (Monday
through Friday 7 AM to 5 PM) for those over the age of seven unless
accompanied by an adult.
The SEATS program in Iowa City, Coralville, North Liberty, and University
Heights exceeds the minimum transportation requirements of the Americans
with Disabilities Act. SEATS is a door-to-door shared service that seeks to be
responsive to the individual transportation needs of eligible riders.
The SEATS staff is one of our greatest assets. We have a core of committed,
dedicated drivers who are ready to serve you. Please feel free to communicate
what assistance you would or would not like.
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Contents
Welcoming Statement Page 2
Index Page 3
How to Improve Service Page 4
Hours/Schedule Page 5
Cost of a Ride Page 6
How to Request a Ride Page 7-9
How to Cancel a Ride Page 10-11
Stranded Rider Page 11
Bad Weather Page 12-13
Carry-On Packages Page 13-14
Food and Drink Policy Page 14
No show Ride Policy Page 15-20
Safety Policies Page 21-27
Appeal Process Page 27-28
Non-discrimination Policy Page 28-29
Contact Information Page 30
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HOW TO IMPROVE OUR SERVICE
The Johnson County Paratransit Advisory Committee and Johnson
County SEATS want to know how we can better serve you. You
can help us improve the service by voicing your concerns or
suggestions about SEATS through the following methods:
1. Fill out a “Customer Service Postcard” located inside
each vehicle
2. Call SEATS (319) 339-6128 ext. 3
3. Call (319) 356-6000 ext. 2 to request that a member of the
Paratransit Advisory Committee contact you. View our
list of members on the website: http://www.johnson-
county.com/seats/index.shtml, then click on Paratransit
Advisory Committee info (PDF) on the left side of the
page under Information.
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SERVICE HOURS/SCHEDULE
In Iowa City, Coralville, and University Heights service is
provided six (6) days a week weather permitting (SEATS operates
the same hours for comparable areas of fixed routes):
Monday – Friday: 5:30 a.m. to 11:20 p.m. for Iowa City
5:25 a.m. to 12:00 a.m. for Coralville
7 a.m. and 4:45 p.m. for North Liberty
Saturday: 5:30 a.m. to 7:40 p.m. for Iowa City
7:15 a.m. to 8:00 p.m. for Coralville
Holidays: Closed for: New Year’s, Memorial Day,
Independence Day, Labor Day, Thanksgiving, and Christmas.
The times will vary for the following so please call SEATS 339-
6128 for specific information: Martin Luther King, Jr. Day,
Presidents Day, day after Thanksgiving, and the floating Christmas
Holiday (there is no rural service on any of the holidays
mentioned).
North Liberty: Hours for North Liberty are negotiated one hour on
either side of fixed route times Monday - Friday.
In Rural Johnson County: Hours for rural Johnson County are
negotiated so we can accommodate as many riders from one area
as we can. Transportation is provided when available Monday –
Friday from 7 a.m. to 5 p.m.
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COST OF SEATS RIDES
The basic cost for a one-way ride is $2.00 for any rural, Iowa City,
University Heights, Coralville and North Liberty.
Riders are getting billed, but must pay the bill sent to them to ride
the next month or pay before boarding the vehicle. You can set up
where you purchase trips in advance from the SEATS office or be
billed monthly. Please keep in mind that Johnson County SEATS
is not able to refund any purchases and will suspend trips if
payments are not received within 30 days of billing date.
If you need a personal care attendant, authorization must be
approved by Iowa City or Coralville on their eligibility application
for SEATS. Please go to the City of Iowa City and the City of
Coralville’s webpage to find out anything more on eligibility. This
will allow one attendant to ride for free; please notify the scheduler
at the time the ride is requested. Companions are also permitted as
availability allows, each companion pays the same as the eligible
rider does two dollars for each pick-up to each drop-off and they
have to be the same locations as the eligible rider.
The SEATS scheduler also needs to know if a service animal will
accompany you. You may transport small pets with you if they are
in a standard secured pet carrier and they will be charged at a
companion full fare rate. There is no charge for service animals.
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HOW TO REQUEST A RIDE
Call (319) 339-6125
This phone is staffed Monday through Friday from 7:00 a.m. to
noon and from 1:00 p.m. to 4:00 p.m. and on Saturdays from 8:00
a.m. to 12:00 p.m. except on the days these Holidays are observed
(New Year’s Day, Memorial Day, July 4th, Labor Day,
Thanksgiving, and Christmas Day when SEATS is completely
closed).
Individuals should schedule rides at least one day prior or up to 14
days in advance of the day they need a ride. SEATS will provide
same-day service if space is available. In order to serve you and
others, you are asked to give the scheduler the following
information:
• Rider’s Name
• Pick-Up Address (must be a specific address)
• Drop-Off Address (must be a specific address)
• Date of trip
• Time to be picked up or dropped off (choose either a
pick-up or an appointment time, we cannot do both)
• Whether an attendant or companions will be
accompanying the rider
• Whether a mobility device will be used
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• Whether a service animal will be used and if there will be
a small pet.
In addition, the rider should have pen/pencil and paper handy to
write down the scheduler’s name, date(s) of trip(s) and trip times.
It would be helpful for the rider to confirm this information.
Due to the number of trips requested, SEATS may not be able to
provide you a ride for the exact time requested. SEATS, however,
will always attempt to schedule rides as efficiently and effectively
as possible. SEATS will make every effort to accommodate you.
However, if a ride is available within one hour on either side of
your requested time and you choose not to accept that time, this is
considered a refused ride and not a denied ride. Negotiating times
within that one-hour allows for SEATS to provide rides to more
individuals who need transportation. The heaviest demand is from
7:15 a.m. until 9:30 a.m. and from 2:45 p.m. until 4:45 p.m. If
possible, try to avoid these times when making appointments.
When scheduling a ride, you should be aware of the fact that the
ride is shared with others and thus may take more than 1.5 times
longer than the length of a comparable fixed route trip, which
would include:
1. Walk time to a bus stop from the point of trip origin
2. Wait time at the bus stop
3. Time on board the bus
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4. As applicable, transfer bus stop wait time and time on board after transfer
5. And walk time to the final destination
Upon request, if the rider may be late for an appointment, SEATS
will call their destination.
The scheduler will give you a 30-minute pick-up window. This
means that you need to be ready to be picked up from the
beginning of that time period to the end of that time period. The
driver cannot wait if they are to serve others and stay on schedule.
Every minute a driver waits delays the service for everyone else, so
please be ready.
If you have trips that occur on multiple days of the week, at the
same time, to and/or from the same destination, you may wish to
request a subscription ride. This allows the rider the convenience
of having the trip automatically scheduled without having to call
SEATS. The number of subscription rides may be limited;
however, if SEATS is able to provide the subscription service it
will be offered.
Riders whose pick-up or drop-off locations change will need to
request a new subscription ride agreement because the trip
characteristics have changed. As with any new subscription request
it will be accommodated if possible to do so. Persons may wish to
check on the availability of a different subscription ride before
changing schedules.
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HOW TO CANCEL A RIDE
Call (319) 339-6127
It is important to cancel your ride early, if you do, you make it
possible for another rider to get a ride.
You may call anytime day or night to cancel a ride but you must
cancel at least one hour prior to the ride to avoid a no show ride
(see page 8 for no show ride policy).
This phone is staffed with an employee Monday through Friday
from 7:00 a.m. till 4:00 p.m. and on Saturday from 8:00 a.m. to
12:00 p.m. There is a voice mail system after hours and holidays
when SEATS is closed that allows you to leave a message.
If you are calling after the office has closed for a same day cancel
you may call 339-6128. Listen through till the end of the greeting
and you will be connected to the evening driver. You will be able
to talk to the driver or leave a phone number for the driver to call
you back. The latest a driver will be available varies on their last
scheduled drop-off.
If you are calling after hours for a next day or future day
cancellation, please call 339-6127 and leave a message on the
voice mail. Please leave your name, name of the rider, telephone
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number, date and time of trip(s), and the pick-up and drop-off
address of all trips you wish to cancel.
The drivers do not have access to make scheduling changes, so do
not ask them to make any changes for you. All schedule changes
must be done through direct communication with the SEATS
scheduler ((319) 339-6125) or dispatcher ((319) 339-6127).
Trips may be cancelled by dialing (319) 339-6125. If the call is
made after 4:00 p.m. an answering machine is available to record
the information. For TDD service, call RELAY IOWA: 1-800-
735-2942.
STRANDED RIDERS
If you have a ride scheduled with SEATS and your driver does not
arrive by the end of the pick-up window or if you miss your
window, you may call (319) 339-6127 to check and see where your
driver is and when he/she can be expected. Since this service is a
shared-ride service, other riders or circumstances outside the
driver’s control can sometimes delay the driver. If you are calling
after hours, as with same day cancels, you may call the night or
weekend driver at (319) 339-6128 (follow instructions) and leave
your phone number so the driver may return your call and let you
know what is happening and when you can expect them.
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POLICIES
The Johnson County Board of Supervisors has, upon
recommendation of its Advisory Committee, adopted a set of
policies. Riders will be kept informed of all changes in operation
or policy. We ask you as a rider to let us know of any changes you
may need. Policies are mentioned briefly throughout this guide,
but to obtain any complete policy please call (319) 339-6128 to
request one. We must abide by all safety standards and codes, so
all ramps, doorways, etc… must meet all guidelines for SEATS to
provide door to door service. The responsibility to meet safety
regulations is up to the landowner who is to stay in accordance to
all ordinances and codes. Johnson County SEATS contracts with
Iowa City and Coralville transits and adheres to all of their
policies.
BAD WEATHER POLICY
Emergency information & schedule changes will be updated on the
website, www.johnson-county.com/seats/index.shtml
Services are provided, weather permitting. When service is
canceled due to weather conditions, the cancellation will be
announced on the following local radio and television stations. We
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follow Iowa City Transit and Coralville Transit for hours, delays,
or canceling service due to weather.
Television: KCRG (Channel 9) .
Radio: KCJJ (1630 AM)
The general policy is that if the city fixed route systems stops
running for a specific period of time, then SEATS will also stop
operating those same hours.
If Iowa City Schools or any rural schools in Johnson County are
delayed or canceled there will be no SEATS service in any of
Johnson County rural areas.
Also affecting SEATS service: if the access to the residence or
facility (driveway, sidewalk, and/or walkway) is ice or snow
covered and unsafe to drive or walk on, SEATS service will not be
able do the service due to safety concerns. Approval of these
circumstances goes through the SEATS office.
CARRY-ON PACKAGE POLICY
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This policy is meant to reasonably limit the time and weight of
carry-on items to prevent injury or unreasonable delay and provide
a safe environment for all SEATS passengers.
Any item that is too large to see around and/or too awkward for
one person to carry through the vehicle doorway without continued
readjustments will not be transported. SEATS will transport only
what the driver and the passenger (along with their companions or
attendant) can carry on the vehicle in one trip with a maximum of
ten plastic grocery bags to a total weight of twenty-five pounds.
The driver will not carry on any item weighing more than twenty-
five pounds. Items transported on SEATS vehicles will be the
sole responsibility of the rider.
Riders will have to take the responsibility of having the packages
that are not allowed on a SEATS vehicle delivered to their home
by other means. For packages that are acceptable, the driver will
take the packages to the front door entrance and set them inside.
FOOD AND DRINK POLICY
Due to safety concerns and the time involved to clean up a spill or
mess, Johnson County SEATS does not allow eating or drinking
on the vehicles. Exceptions are allowed for medical conditions,
notification in writing is requested.
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NO SHOW RIDES POLICY
Purpose: To educate riders and reduce costs for no show rides
through a progressive discipline plan.
Policy: The rider must call dispatch to cancel their ride at least
one hour before the beginning of their pick-up window.
If you have a subscription and/or trip scheduled at 9:00
am to 9:30 am you would need to call before 8:00 am.
Anytime the rider does not call dispatch at least one hour
prior to the beginning of their trip window, and does not
take the ride, the trip will be considered a no-show. If a
passenger fails to board the vehicle within five (5)
minutes of the arrival of the vehicle within the scheduled
pick up window, so the driver must wait 5 minutes
starting after the beginning of the pick-up window, then
the passenger will be charged with a no-show. If the rider
feels that the missed ride was out of the rider’s or
responsible party’s control, they must contact the SEATS
office and give an explanation. SEATS staff will
determine if the ride is an excused or unexcused no show
ride.
Riders who have a pattern of no show trips adversely impact
others. If these scheduled rides were canceled in a timely manner,
they could be utilized by other riders. Consequently, to protect the
interest of all riders a policy was developed to educate riders who
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consistently harm other’s service by not using the rides they have
scheduled. Paratransit trips in Johnson County cost an average of
over $30, so we appreciate you helping save on the cost of a trip
not taken by cancelling them at least one hour in advance.
If a rider shows a pattern of no show rides that are not beyond their
control during any single calendar month the following steps will
be taken.
• At or after the 3rd No-Show in a single calendar month a
warning letter will be initiated to alert the rider and/or the
care provider that the next no-show could indicate a
pattern or practice of missing scheduled trips. If the no
shows are above 15% of their total trips for the month and
they do not contact us about how any of the no-shows
were beyond their control it could result in the loss of
service.
• At or after the 5th No-Show in a calendar month where
the no-shows are above 15% of the trips taken and a
pattern of unexcused no-shows exists then a letter will be
sent out about a penalty being assessed and how the
appeal process works. If this rider has shown a pattern of
no-shows in any single calendar month that are causing a
detrimental effect on operational efficiency, cost, and
quality of the service for other riders a penalty shall be
imposed which will be a suspension of service for one
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week. To avoid future effects on operations, a rider
whose service is suspended will lose all subscription trips
scheduled after the suspension until it can be determined
that the rider is no longer repeatedly failing to make their
prearranged trips. The rider will still be able to use
SEATS, but will be required to call the SEATS office to
request and set up trips. The rider and/or care provider
will receive a notice by mail advising him/her that their
service will be suspended effective the first week, which
begins more than 35 days after the notice is mailed. For
example, if the notice of suspension is mailed on March
2nd, the suspension will begin on April 6th. During the
35-day period, the rider may appeal the suspension.
• 2nd No-Show Suspension. If the rider receives a second
suspension for no-shows within six (6) months of the last
suspension, the second suspension shall be for two weeks.
The rider and/or care provider will receive a notice by
mail advising him/her that their service will be suspended
effective the first two weeks of the second month after
notification, which begins more than 35 days after the
notice is mailed. For example, if the notice of suspension
is mailed on January 12th, the suspension will be March.
Within the first 35-days of notice, the rider may appeal
the suspension.
Procedures: Call as soon as you know you won’t need your
ride! You may call (319) 339-6127 twenty four
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hours a day to cancel your ride, leave a message
when staff isn’t available.
If you call less than one hour prior to your pick-up window, it will
be considered a no-show. However, there may be circumstances
beyond your control that prevent you from taking the ride or
calling an hour before, (e.g. the doctor runs late, family
emergency, sudden illness, or mobility aid breakdown). Anything
related to SEATS arriving late or at the wrong location is not
considered a no-show for the rider. In these and other
circumstances beyond your control, the no-show may be excused.
You must call and speak to a member of the SEATS staff
preferably the Billing Supervisor at (319) 339-6128 ext. 7 and we
will let you know if the no-show was excused or if something
needs to be submitted in writing.
If you do not call after missing your scheduled ride, your trip will
automatically be considered an unexcused no show ride until we
receive communications, preferably in writing showing it should
be excused.
If you miss your 1st ride of the day, you must call to cancel your
other rides for that day if you will not need them; otherwise they
will also be counted as no show rides if you do not take them. If
you feel you have received a no show ride in error, please call
(319) 339-6128 ext. 7 as soon as possible to clarify the issue.
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• Per FTA guidelines, SEATS cannot collect fare from a
rider in order to excuse a No Show. However, if you wish
to pay a penalty fee for the last no show ride or rides (e.g.
beyond 4) in order to avoid suspension, you can contact
the SEATS office for more information.
Appeals
There are two stages of appeal available to the rider. The stage one
appeal addresses a single no-show, which the rider disputes as
being beyond his/her control. The stage two appeal is reserved
solely for suspension of service.
Ordinary absentmindedness, locating an alternate means of
transportation, or deciding against taking the trip without canceling
by one hour before the trip will not excuse a no-show.
Stage One Appeal
As part of stage one, a rider may appeal a single no-show. Riders
are encouraged to appeal a no-show at the time it is initially
recorded and not wait until a service suspension is pending. If a
rider believes a no-show has been incorrectly recorded, he/she
should contact Johnson County SEATS in writing. At that time,
the following information should be supplied:
• Rider’s name and address;
• Date of the recorded no-show; and
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• Written summary of the circumstances related to the
recorded no-show.
Should there be a question of verification, SEATS may request
written verification from the rider to substantiate the no-show
claim. If written verification is required, SEATS will inform the
rider prior to initiating any penalty.
If the rider is unsure what type of verification is required, SEATS
staff will help clarify this on a case by case basis.
During the stage one appeal when the rider disputes a no-show,
SEATS administrative staff will review the appeal and if the no-
show is substantiated as being beyond the rider’s control, the no-
show will be removed from the rider’s record.
The rider and/or care provider will be notified in writing of the
stage one appeal decision within ten (10) days of receipt of the
appeal letter and all required verification. If the rider is dissatisfied
with the decision, it may be appealed to the stage two formal
appeals board if the rider incurs additional no-shows and his/her
service is to be suspended.
Stage Two Appeal
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See Appeals process below on page 14
SAFETY POLICIES
Pick up and Drop off: In certain instances, a Johnson County
SEATS driver may have to provide curbside service versus door to
door. Johnson County SEATS drivers are not authorized to go
beyond the threshold of any door for pick up or drop off. It is not
the responsibility of Johnson County SEATS to provide for a safe
pathway to or from a SEAT’s vehicle and a destination’s door. It
is not the responsibility of Johnson County SEATS to provide a
safe environment at the threshold of a door. Unsafe conditions
may include but are not limited to unsafe ground surfaces,
insufficiently confined pets, inadequate lighting or other unsafe
conditions. If the access, pathway or threshold is unsafe in the
driver’s opinion and the driver is unable to contact the rider, then
the Johnson County SEATS driver shall contact dispatch.
Dispatch shall attempt to contact the rider or other parties who may
be of assistance in correcting any cause for concern or arrange for
pick up in a safe manner. Johnson County SEATS drivers are not
authorized to attempt the pick-up of a rider which would be unsafe
for a rider or a driver.
If it is the Johnson County SEATS driver’s opinion that access, the
pathway to or the threshold of the drop off location’s door is
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unsafe, then the driver shall work with the rider and others in an
attempt to correct the cause for concern or otherwise arrange for
safe delivery of the rider to the destination. SEATS is not
authorized to refuse to permit a passenger from disembarking at a
designated stop unless a lift cannot be deployed or the lift will be
damaged if deployed in the process. See Section 37.167 of the
Federal Register, Title 22 part IV, Department of Transportation,
49 CFR... However, Johnson County SEATS drivers are not
authorized to attempt delivery of a rider to a doorway which would
be unsafe for rider or driver.
Any unsafe conditions in access, the pathway to or the threshold of
a rider’s door shall be noted on the driver’s trip manifest. In
addition, SEATS may contact property owners or managers to
inquire about what action is possible or appropriate to prevent such
conditions in the future. At the discretion of the SEATS Director,
a rider’s service may be altered to a curb to curb service versus
door to door service if a pattern of difficulty with door to door
service has been established. Such a determination may be
appealed through the appeal process as described in the SEATS
Rider’s Guide.
To insure rider’s safety a rider is required to stay buckled and in
their seat until the driver lets them know it is safe to unbuckle their
seatbelt.
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No Staff at Drop off Location: There are times when riders have
made arrangements to have someone meet them at a drop off
location or an agency has staff meet the rider at a location rather
than ride with the rider. Johnson County SEATS does not
recommend this since we are comparable to a public transit system
and do not accept responsibility for riders after being dropped off
at the designated location. But in those cases when the rider
requires someone to meet them and that rider cannot be left
unattended we strongly suggest that the rider or care provider
arranging the ride let the scheduler know at the time the ride is
being scheduled. This information will be noted on the driver’s
trip manifest. On the day of the ride, should the rider be taken to
the drop off location and there is no one to meet him/her, one or
more of the following actions may take place:
• The rider may have to remain on the vehicle and the
driver will continue with the schedule until able to return
to the drop-off location, or
• They may be returned to the rider's original pick-up
location, or
• They may be returned to the rider’s residence.
• An additional trip will need to be scheduled and charged
for when this occurs.
If the rider has a care provider or agency that the ride was
scheduled by, the care provider or agency will be contacted to
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notify them of the inability to deliver that individual at the
requested drop off location. In addition, SEATS will discuss what
action is possible or appropriate at that time to resolve the issue
and to prevent this type of incident in the future.
Seatbelts: Riders utilizing mobility devices are required to use a
lap belt when loading or unloading from the vehicle. All riders are
required to use a seatbelt when riding in a SEATS vehicle unless
medical authorization is provided. The rider must understand that
Johnson County SEATS is no longer responsible for their safety in
case of an accident when not wearing a seatbelt.
Mobility devices: For safety reasons mobility devices (e.g.
wheelchairs, scooters, etc.…) should have working brakes and no
leaking batteries. Every effort will be made, but some oversized or
overweight mobility devices may not be accommodated on some
of the SEATS lifts. If concerned please call the SEATS office at
(319) 339-6128 with mobility device dimensions.
*SEATS will not be responsible for personal items (i.e. grocery
bags, walkers, canes, crutches) left unattended that may fall and
injure someone.
Medications and other medical needs: Riders who require
medication or oxygen at regular intervals should be advised that
their travel time could be 60 minutes and on occasion longer.
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SEATS drivers cannot administer medical assistance or assist in
administration of medication.
Rider Conduct: Remember your conduct affects the safety of
others. The purpose of this policy is to ensure the safety and
comfort of the riders on Johnson County SEATS. This policy
applies to all SEATS services, including subscription and rural
trips.
SEATS is concerned about the safety and comfort of its riders and
drivers. For this reason violent, illegal or seriously disruptive
conduct is not allowed on the vehicle. This includes the behavior
of service animals and pets, as well as the riders. Section 37.125
and 37.5 of the Federal Register, Title 22, Part IV, Department of
Transportation, 49 CFR allows paratransit service to be refused or
provided conditionally for a customer who engages in violent,
illegal or seriously disruptive conduct or behavior. Service may
not be refused to an individual with disabilities solely because the
individual’s disability results in appearance or involuntary
behavior (sounds or actions) that may offend, annoy, or
inconvenience the SEATS driver or other riders.
Educational Process:
The primary approach to dealing with riders’ conduct is through
education. SEATS will work with rider and care provider or
agency, if any, involved with the rider to educate that rider on
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appropriate behavior aboard public transportation. All riders will
be urged to be considerate of the other passengers and driver.
When a person has been engaged in inappropriate behavior, the
driver will inform the SEATS office at the time the behavior
occurs. The behavior will be discussed with the rider and/or care
provider or program staff member and attempt to correct the
episode immediately. The SEATS Director or a SEATS supervisor
will then evaluate the issue and speak with the rider and care
provider or agency, if any. During the discussion(s) with the rider
and care provider or agency, if any, an action plan will be
developed to prevent further episodes of inappropriate behavior. If
the behavior is seriously violent and/or harmful to other
passengers, immediate suspension may occur.
If, after the initial educational process has been utilized, a rider
continues to display inappropriate behavior a written warning will
be sent to the rider and care provider and agency, if any, by the
SEATS Director or SEATS supervisor indicating that another
episode of inappropriate behavior will result in a suspension of
services. Included with the notice will be possible alternative
measures, which might assist in preventing the continued behavior.
If a rider has another episode of inappropriate behavior he/she and
the care provider or agency, if any, will be sent a notice of
suspended services. The length of suspension of services will be
determined by the Director who will work with the rider and care
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provider or agency, if any, to determine suspension length and
time.
If the rider then returns to utilize SEATS service and continues to
display inappropriate behavior the rider may again receive
suspension of service and/or possibly termination of service. The
length of the 2nd suspension will be determined by the SEATS
Director and care provider or agency, if any, to ensure enough time
to allow for the development of a plan to assist the rider with
correcting the inappropriate behavior. Should the behavior
continue, the SEATS Director or staff member will contact the
rider and care provider or agency, if any, to discuss termination of
service. If a rider’s service is terminated, the rider and care
provider or agency, if any, may request restoring service. Some
assurance of corrective behavior and compliance will be necessary
for consideration of resumed service.
APPEAL PROCESS
A rider who has been notified that their SEATS services will be
suspended may appeal the decision.
The rider must provide a written request to appeal the decision
within one week. This should be mailed to Johnson County
SEATS, 4810 Melrose Avenue, Iowa City, IA 52246. If the
decision by the Johnson County SEATS administration is
unacceptable, you may continue to the Appeal Board.
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The person appealing can either have the information reviewed by
the Metropolitan Plan Organization of Johnson County or have it
taken to an appeal Board that would be made up of three members:
1) A citizen representative serving on the Advisory Board, 2) An
elected representative (determined, if possible, by the rider’s city
of residence) serving on the Advisory Board, and 3) A SEATS
rider or community volunteer. The Appeal Board will meet in a
location close to and accessible to the rider whose appeal is being
reviewed within two weeks.
The Appeal Board will hear the appeal. The rider and/or others
representing the rider may come before the Appeal Board to
present written and oral information. All relevant SEATS records
and personnel will be made available to the rider and his/her
representative(s). A rider who requires the records in an
alternative format may request them either in the appeals letter, by
telephone or other electronic means. Alternative formats currently
available are Braille and audiotape.
After receiving and reviewing all information related to the
suspension, the Appeal Board shall be empowered to take such
action, as it believes to be appropriate in the case. The decision of
the Appeal Board will be final, subject to further appeal at other
governmental levels.
Non-discrimination Policy
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Johnson County SEATS does not discriminate on the basis of race,
age, disability, religion, color, sex or national origin. Services are
open to the general public, including persons with disabilities, as
required by the American with Disability Act (ADA). For more
information on Title VI of the Civil Rights Act of 1964 call the US
Commission on Civil Rights at (202) 376-7700 or TTY (202) 376-
8116.
To request additional information on Johnson County SEATS’s
non-discrimination obligations or to file a Title VI complaint,
please submit your request or complaint in writing to the SEATS
Director.
SEATS Director:
In writing to Tom Brase
By email to tbrase@johnsoncountyiowa.gov
By phone at (319) 339-6128 ext. 8
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PHONE NUMBERS
Ride Request Line (319) 339-6125
24-Hour Cancellation Line (319) 339-6127
Ride Information Line (7 am-5 pm) (319) 339-6127
For TDD (hearing impaired phone) 1-800-735-2942
(Iowa Relay)
SEATS Customer Service (319) 339-6128
After office hours to talk to driver (319) 339-6128
Iowa City Transit (319) 356-5151
Coralville Transit (319) 248-1790
University Heights (319) 337-6900
North Liberty (319) 626-5712
SEATS E-Mail tbrase@johnsoncountyiowa.gov
SEATS Fax (319) 339-6185
Johnson County Board of Supervisors (319) 356-6000
SEATS Advisory Committee (319) 356-6000
(The Advisory Committee phone calls are handled by the Board of
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Supervisors office)
SEATS IS HERE TO SERVE YOU!