ON THE FEATURES: AAR Fare And Your ID 7. Transitions and Community Outreach 2-5. Two s OK But Please... Winter Volume 14

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ON THE Winter 2016-2017 Volume 14 All the news on Access-A-Ride All AAR vehicles are equipped with the Automatic Vehicle

1 ON THE Winter Volume 14 All the news on Access-A-Ride All AAR vehicles are equipped with the Automatic Vehicle Location Monitoring (AVLM) system FEATURES: Transitions and Community Outreach 2-5 Two s OK But Please... 8 AAR Fare And Your ID 7

2 On The Move Winter 2016 Volume 14 Transitions (CURBSIDE Community News and Happenings) Pictured from Left: Ellen Rubin, Lyudmila Demikhovskaya, Katrina Hazell, RueZalia Watkins, Stanley Weinblatt, Alex Elegudin (TLC representative), David DePorte, Mr. Thomas Charles, Edward Friedman and Marisa Mia Ragozino. Members of the Paratransit Advisory Committee* (PAC) took photos with retiring Paratransit Vice President Thomas Charles at the May 2016 PAC meeting. Mr. Charles served New York City Transit (NYCT) for over 28 years. Under his leadership, AAR introduced numerous innovative technologies including Automatic Vehicle Location Monitoring (AVLM) and Interactive Voice Response (IVR), improving vehicle on time performance. We thank Mr. Charles for his service and commitment and wish him all the best with future endeavors. 2

Pictured: Steve LoPiano (L), Russell Schmid (C), and Michael Cosgrove (R). Mr. Steven LoPiano returned to Paratransit to assume the role of Vice President.

3 Pictured: Steve LoPiano (L), Russell Schmid (C), and Michael Cosgrove (R). Mr. Steven LoPiano returned to Paratransit to assume the role of Vice President. He has over 31 years of MTA NYC Transit experience. Mr. Michael Cosgrove, former Paratransit Contract Management Officer, with over 29 years of NYCT experience has been promoted to the role of Deputy Vice President. Paratransit also says good bye & thank you to Russell Schmid, who after 23½ years of dedicated service, retired on November 4, Many AAR customers became acquainted with Mr. Schmid at the numerous outreach events and bus demos he performed over the course of his career, throughout New York City s five boroughs. Paratransit Advisory Committee (PAC) is an advisory body created to serve as a liaison to the disabled community. For more information about the role of the PAC, members and minutes of past meetings, visit: web.mta.info/accessibility/advisorycommittee_pac.htm 3

On The Move Winter 2016 Volume 14 Community Outreach Lynda Edmond, Paratransit Deputy Director Customer Correspondence (R) with Customer Relations staff Beverlyn Richards (L)

Paratransit staff poses with Commissioner Victor Calise and Deputy Commissioner / General Counsel Kleo King of NYC Mayor s Office for People with Disabilities, in front of

4 On The Move Winter 2016 Volume 14 Community Outreach Lynda Edmond, Paratransit Deputy Director Customer Correspondence (R) with Customer Relations staff Beverlyn Richards (L) and Donna Fredericksen (C) at the AAR booth during the 2nd annual Disability Pride Parade, Madison Avenue Park, Manhattan - July 10, Paratransit staff poses with Commissioner Victor Calise and Deputy Commissioner / General Counsel Kleo King of NYC Mayor s Office for People with Disabilities, in front of Gracie Mansion at the AAR vehicle staging area for the 2016 Sapolin Awards on August 9, Over 65 people utilized AAR to attend the event which honored the 26th anniversary of the Americans with Disabilities Act. 4

5 Working with the NYC Transit Department of Buses, Paratransit provides on-site NYC Transit Bus Demos for transition programs. Mount Sinai Bus Demo To request an AAR outreach presentation or Bus Demo for your organization or a representative for your resource fair, please call and press prompt #8 or visit: and click on contact us. 5

On The Move Winter 2016 Volume 14 Access-A-Ride MetroCard The AAR MetroCard issued by NYC Transit serves as both your Paratransit customer identification card to use when you ride AAR and as a

Therefore, your eligibility status will not be affected by using mass transit.

6 On The Move Winter 2016 Volume 14 Access-A-Ride MetroCard The AAR MetroCard issued by NYC Transit serves as both your Paratransit customer identification card to use when you ride AAR and as a MetroCard if you opt to use public transit. NYC Transit understands that some Paratransit customers are able to use public transit under certain circumstances but at other times need AAR service. Therefore, your eligibility status will not be affected by using mass transit. The AAR MetroCard gives AAR customers the opportunity and flexibility to take a total of four (4) free trips a day using the subways, local buses, Select Bus Service (SBS), and Staten Island Railway (SIR). If you have PCA Certification indicated on your AAR MetroCard, your PCA rides free of charge via Paratransit or public transit. On public transit, just swipe or dip your card twice once for you, and again for your PCA. AAR customers cannot use their AAR MetroCard to ride express buses free of charge. Reduced fare on express buses is only available from 10:01 a.m. to 2:59 p.m., from 7:01 p.m. to 5:59 a.m. weekdays and all day on Saturdays and Sundays. For more information about your AAR MetroCard, please visit: web.mta.info/nyct/paratran/guide.htm#aarmetrocard or call Eligibility , prompt #1. 6

7 AAR Fare and ID AAR fares are the same as full fare on public transit. Please show the driver your AAR ID and pay the exact fare as you board the vehicle. AAR drivers do not provide change and do not accept roundtrip fares or tips. You cannot use your AAR MetroCard to pay for your Paratransit vehicle trips. Your vehicle will not depart unless you show your ID and pay your fare and the fare for your guests (if you are traveling with guest). Only Personal Care Attendants (PCAs) ride free of charge if your trip is reserved with a PCA. Please note: Customers with temporary eligibility do not receive a MetroCard or AAR ID Card. When traveling on AAR, they may use their eligibility letter with photo as ID. Free Travel Training Available MTA NYC Transit is fully committed to the use of buses and subways by New Yorkers with disabilities. With some training, many AAR customers who have mobility or cognitive impairments may be able to ride the bus or subway to work, school, health and recreation facilities, and the many cultural institutions for which New York is famous. Transit currently sponsors travel training for qualified paratransit AAR customers. Abilities, Inc., is conducting the training under contract with NYC Transit. A training candidate must be 18 years of age, should be motivated and medically stable, and should use the bus/subway often enough to maintain newly learned travel skills. Training is well under way. Call to register. 7

On The Move Winter 2016 Volume 14 Transferring from Wheelchair/Scooter to Passenger Seat Passenger seats are reserved for customers who walk and wheelchair/ scooter locations are reserved for

8 On The Move Winter 2016 Volume 14 Transferring from Wheelchair/Scooter to Passenger Seat Passenger seats are reserved for customers who walk and wheelchair/ scooter locations are reserved for customers traveling in wheelchairs/ scooters. If you travel in a wheelchair/ scooter and wish to transfer to a passenger seat, you must ask the driver if a seat will be vacant during your trip. You may transfer only if a seat is available. Customers are not permitted to reserve passenger seats for guests or PCAs who do not travel with them so that they can transfer to a passenger seat. Please note: If a passenger who walks is added to the route and requires the seat, you will have to return to your wheelchair/scooter. Two s OK - But Please, No More Board AAR vehicles with a maximum of two bags or parcels totaling 40 lbs or less Bulky items that fill seats or present a safety hazard, are not permitted on AAR vehicles, even if the item weighs less than 40 lbs Customers are required to fold shopping carts Adhering to this policy helps us to avoid unnecessary delays. Together we can make it a safe and courteous ride. 68

Is Your Contact Information Up to Date? Have you moved, changed your cell phone number, or E-mail address?

Please make sure our AAR Eligibility Unit (877-337-2017, prompt #1) has your most recent contact information on file. Why should AAR Customers Always Travel with a Cell Phone?

9 Is Your Contact Information Up to Date? Have you moved, changed your cell phone number, or address? You may have given your new contact information to an AAR associate during the reservation process, but this DOES NOT establish updates in your permanent records. Please make sure our AAR Eligibility Unit ( , prompt #1) has your most recent contact information on file. Why should AAR Customers Always Travel with a Cell Phone? A cell phone allows the carrier dispatcher to reach you to help avoid a missed connection. It also allows you to contact the AAR Command Center more easily if there is an issue on the day of travel. AAR Interactive Voice Response (IVR) messages can be sent to your cell phone. IVR provides important AAR-related information automatically. Types of IVR messages you may receive: A reminder the night before your scheduled trip for the next day. An alert telling you that a vehicle will arrive in approximately 15 minutes. An alert that your eligibility will expire soon and needs to be renewed. A reminder to Subscription Service users to call and reserve subscription trips on holidays. Of course, you can receive IVR messages via telephone, text messages or . It is your choice, but AAR can t reach you if your contact information isn t up to date, so please call Eligibility to ensure that your contact information is current. 9

On The Move Winter 2016 Volume 14 Conduct Policy 10 Effective August 29, 2016, the Access-A-Ride Conduct Policy s list of prohibited conduct was expanded to include the

AAR eligibility may be suspended or terminated under this Policy For more information about all AAR policies, visit: web.mta.info/nyct/paratran/guide.

While AAR may continue to operate during adverse weather conditions, there may be times when local road conditions prevent us from reaching you.

10 On The Move Winter 2016 Volume 14 Conduct Policy 10 Effective August 29, 2016, the Access-A-Ride Conduct Policy s list of prohibited conduct was expanded to include the following: Intentionally providing false information with respect to PCA and/or guest reservations may constitute illegal or fraudulent conduct for which a customer s AAR eligibility may be suspended or terminated under this Policy For more information about all AAR policies, visit: web.mta.info/nyct/paratran/guide.htm Inclement Weather Please consider rescheduling an AAR trip when bad weather is forecasted. While AAR may continue to operate during adverse weather conditions, there may be times when local road conditions prevent us from reaching you. For weather and service messages, please call AAR at or consult the MTA website at: The Manage My Trips system makes booking and tracking your ride easier. Visit: web.mta.info/nyct/paratran/guide.htm Click on AAR Manage My Trips Sign Up or Sign In to get started!

11 Access-A-Ride Telephone Directory Call toll-free from area codes 212, 718, 347, 516, 631, 646, 914, and 845. From other area codes, dial Customers who are deaf/ hard of hearing can use their preferred relay service or the free 711 relay service. When connected you will hear: Thank you for calling Access-A-Ride; Access-A-Ride now offers an automated phone system to assist you. If you wish to check the status of a trip, cancel a reservation or manage your subscription, please press 7 now. Also you can now book your trips online at and select the Accessibility option. To continue in English, press 1 for Spanish, press 2. For all other languages, press 3. For questions regarding applications, eligibility, appeals, re-certification, or to update contact information, please press 1. To request a trip, please press 2. To change a trip, please press 3. To cancel a trip, please press 4. For same-day trip problems (24/7), please press 5. For subscription service, please press 6. To use our automated system, please press 7. To give a commendation or make a complaint, please press 8. To repeat this announcement, please press 0. Hold for assistance if you do not have a touch-tone phone. Telephonic Interpretation Service is provided in many languages when calling AAR or visiting our Assessment Centers. 11

12 On The Move Winter 2016 Volume ACCESS-A-RIDE LANGUAGE SERVICES NOTICE PLEASE BE ADVISED THAT ACCESS-A-RIDE NOW PROVIDES INTERPRETATION AND DOCUMENT TRANSLATION SERVICES FOR INDIVIDUALS WHOSE PREFERRED LANGUAGE IS NOT ENGLISH. INTERPRETATION AND DOCUMENT TRANSLATION SERVICES ARE AVAILABLE DURING THE APPLICATION, ELIGIBILITY, AND SCHEDULING PROCESSES. FOR EXAMPLE, YOU ARE ENTITLED TO AN INTEPRETER WHEN YOU APPLY, WHEN YOU SCHEDULE RIDES AND APPOINTMENTS, AND WHEN YOU ARE ASSESSED FOR YOUR ELIGIBILITY. YOU DO NOT NEED TO BRING YOUR OWN INTERPRETER OR TRANSLATE DOCUMENTS ON YOUR OWN. THESE SERVICES ARE FREE OF CHARGE. IF YOU HAVE ANY PROBLEMS WITH LANGUAGE SERVICES AT ACCESS-A-RIDE, AND WANT TO SUBMIT A COMPLAINT, PLEASE CALL ANUNCIO DE SERVICIOS DE IDIOMAS DE ACCESS-A-RIDE LE INFORMAMOS QUE ACCESS-A-RIDE ACTUALMENTE OFRECE LOS SERVICIOS DE INTERPRETACIÓN Y TRADUCCIÓN DE DOCUMENTOS PARA LAS PERSONAS CUYA LENGUA MATERNA NO ES EL INGLÉS. LOS SERVICIOS DE INTERPRETACIÓN Y TRADUCCIÓN DE DOCUMENTOS ESTÁN DISPONIBLES DURANTE LOS PROCESOS DE APLICACIÓN, ELEGIBILIDAD Y PROGRAMACIÓN. POR EJEMPLO, TIENE DERECHO A UN INTÉRPRETE CUANDO APLICA, CUANDO PROGRAMA TRANSPORTES Y CITAS Y CUANDO SE LE EVALÚA SU ELEGIBILIDAD. NO NECESITA TRAER A SU PROPIO INTÉRPRETE O TRADUCIR DOCUMENTOS POR SU CUENTA. ESTOS SERVICIOS SON GRATUITOS. SI TIENE ALGÚN PROBLEMA CON LOS SERVICIOS DE LENGUAJE DE ACCESS-A-RIDE Y QUIERE PRESENTAR UNA QUEJA, POR FAVOR LLAME AL

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14 On The Move Winter 2016 Volume 14 14

15 Your questions and comments about On The Move are welcome. Please send them to: ON THE MTA NYC Transit Department of Buses Paratransit Division 130 Livingston Street Brooklyn, NY

16 On The Move Winter 2016 Volume 14 ON THE PRESORTED FIRST-CLASS U.S. POSTAGE PAID PERMIT No BROOKLYN, NY MTA New York City Transit Department of Buses Paratransit Division 130 Livingston Street Brooklyn, NY ON THE This is a publication of MTA New York City Transit Veronique Ronnie Hakim President Darryl Irick President, MTA Bus and Senior Vice President NYC Transit Buses Steve LoPiano Vice President, Paratransit Division Michael Cosgrove Deputy Vice President Kenneth Stuart Customer Relations Officer Donna Fredericksen and Denise Ann McQuade Senior Editors Tony Taylor Art Director 590_16 16

Paratransit Advisory Committee (PAC)

Paratransit Advisory Committee (PAC) May 16, 2017 Meeting Minutes Meeting commenced at 5:15 p.m. PAC Attendees: Thomas Coppola, Lyudmila Demikovskaya, Edward S. Friedman, Ellen Rubin, Jean Ryan, Ken Stewart,