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Wake Coordinated Transportation Services/TRACS

Human Services/Public Transportation Plan

2013

Table of Contents

I. Introduction and Background 3II. Local Coordinated Plan Approach 4III. Wake County At a Glance 6IV. Inventory of Transportation Services/ Provider Surveys 11V. Prioritization of Human Service Transportation Needs and Strategies 16

a. Community Survey and Results 16b. Local Coordinated Plan Workshop 24

VI. Summary 26VII. Appendices 27

a. Targeted Transit Assistance Program – NCDOT/PTD 28b. Workshop Invitation 31c. Workshop Flyer 32d. Workshop Newspaper Advertisement 33e. Workshop Agenda 34f. List of Workshop Participants 35g. List of Other Transportation Providers in Wake County 36h. Glossary of Terms 40i. Compiled Survey Responses 43j. Original Prioritization of Needs and Strategies 71

Wake Coordinated Transportation Services/TRACS Human Services/Public Transportation PlanMay 2013

Introduction

Federal transportation law requires that projects selected for funding under certain grant programs be derived from a coordinated human service and public transportation plan that is locally developed through a process that includes transportation and human service providers as well as members of the public. A locally coordinated plan should identify the transportation needs of individuals with disabilities, older adults, and people with low incomes, provide strategies for meeting those local needs and prioritize those transportation services for funding and implementation. This document will serve as the locally developed plan for Wake County providing eligible organizations with the documentation required to access certain federal transportation grants.

Background

Since the 1980s, the federal and state governments have been working to coordinate human service transportation services they fund. In 1986, A Joint U.S. Department of Health and Human Services and Department of Transportation Coordinating Council on Human Service Transportation was established to better coordinate activities and concentrated their effort on the identification of barriers to coordinated transportation. The 1998 Transportation Equity Act for the 21st Century (TEA-21) required that projects from one federal program – the Job Access Reverse Commute (JARC) - be part of a coordinated public transit – human services transportation planning process.

In 2004, a presidential Executive Order was signed to improve the public and human service transportation coordination of individuals with disabilities, older adults, and people with lower incomes, and establish the federal Interagency Transportation Coordinating Council on Access and Mobility (CCAM). The purpose of CCAM was to:

• promote interagency cooperation • establish appropriate mechanisms to minimize duplication and overlap of Federal programs

and services so that transportation-disadvantaged persons have access to more transportation services

• facilitate access to the most appropriate, cost-effective transportation services within existing resources

• encourage enhanced customer access to the variety of transportation and resources available • formulate and implement administrative, policy, and procedural mechanisms that enhance

transportation services at all levels.

In 2005, the CCAM issued a report to the President with recommendations for breaking down federal barriers to transportation for all transportation-disadvantaged populations which resulted in the development of United We Ride (UWR). UWR is a federal inter-agency initiative to improve availability, quality and efficient delivery of transportation for older adults, and people with disabilities or lower incomes.

In 2005, the Safe, Accountable, Flexible, Efficient, and Transportation Equity Act: A Legacy for Users (SAFETEA-LU) was signed into law. This law established a federal mandate for the coordination of human service and public transportation. SAFETEA-LU required that a coordinated plan be developed in any community seeking funding from three specific Federal Transit Administration (FTA) programs including the Elderly Individuals and Individuals with Disabilities (Section 5310), Job Access and Reverse Commute (Section 5316), and the New Freedom (Section 5317) programs.


Federal funding programsJob Access Reverse Commute – Section 5316 (JARC) – The JARC program was first established under the federal Transportation Equity Act for the 21st Century (TEA-21) of 1998 and was continued with the SAFETEA-LU legislation. The goal of the JARC program is to “improve access to transportation services to employment and employment related activities for welfare recipients and eligible low-income individuals and to transport residents of urbanized areas and non-urbanized areas to suburban employment opportunities”. (FTA Circular FTAC 9050.1)

New Freedom – Section 5317 - The New Freedom program was authorized by SAFETEA-LU to provide tools to overcome “barriers facing Americans with disabilities seeking integration into the work force and full participation in society.” Lack of transportation is often a primary barrier to work for individuals with disabilities. The New Freedom grant program seeks to reduce the barriers to transportation and expand transportation options for people with disabilities beyond those that were required by the American with Disabilities Act of 1990. (FTA Circular FTA C 9045.1)

Elderly Individuals and Individuals with Disabilities Program – Section 5310 – SAFETEA-LU authorized this federal grant program known as the Section 5310 program to improve the mobility of elderly individuals and individuals with disabilities throughout the country with transportation services planned, designed and carried out to meet the special transportation needs of this population. (FTA Circular FTA C9070.1F)

The North Carolina Department of Transportation Public Transportation Division (NCDOT PTD) administers the federal Section 5310, JARC and New Freedom grants through the Targeted Transit Assistance Program. The goal, purpose, targeted group, eligible sub-recipients, and matching requirement for each funding source is provided in the Appendix. The Capital Area Metropolitan Planning Organization (CAMPO) also allocates federal funds from the JARC and New Freedom programs to eligible recipients within the MPO.

MAP-21

Moving Ahead for Progress in the 21st Century (MAP 21) replaced SAFETEA-LU on October 1, 2012 as the nation’s transportation legislation and will be in effect until September 30, 2014. Like SAFETEA-LU, MAP-21 contains the requirement for coordinated human service-public transportation plans for certain funding programs including Section 5310.

MAP-21 also ended both the JARC and New Freedom programs as distinct programs. However, activities that were funded under JARC in SAFETEA-LU will be eligible activities under the public transportation funding programs for rural areas (Section 5311) and urban areas (Section 5307). Projects that had been funded under the SAFETEA-LU New Freedom program as well as additional activities will be eligible under Section 5310 to enhance mobility for persons over age 60 or with a disability.

Local Coordinated Plan

In 2007, to meet the coordinated-plan requirement of SAFETEA-LU, the Triangle Transit Authority prepared the Coordinated Public Transportation-Human Services Transportation Plan for the Capital Area Metropolitan Planning Organization (CAMPO). This plan provided access to the federal program


funds administered through the North Carolina Department of Transportation Public Transportation Division (NCDOT PTD) and the MPO grant programs to the grantees within the CAMPO including Wake County. Since that time, Wake County Human Services agencies have been awarded grants through these programs.

In order to remain eligible for funding through the federal transportation grant programs, Wake County must update our coordinated plan. This 2013 Coordinated Human Services/Public Transportation Plan will allow continued access to funding through the Section 5310, 5316 and 5317 grants under SAFETEA-LU and MAP-21 beginning in fiscal year 2014 for projects included in the plan. Currently, both the NCDOT PTD and CAMPO are in the process of allocating unobligated SAFETEA-LU funds.

Federal law requires that the local plan be “developed through a process that includes representatives of public, private, and non-profit transportation and human services providers and participation by members of the public” and that the plan “identify the transportation needs of individuals with disabilities, older adults, and people with low incomes, provides strategies for meeting those local needs and prioritizes transportation services for funding and implementation.” (FTA Circular C9070.1F)

FTA proposed the following key elements be contained in each coordinated plan: • An assessment of transportation needs for individuals with disabilities, older adults, and

persons with limited incomes; • An inventory of the available services that identifies areas of redundant service and gaps in

service; • Strategies to address the identified gaps in service; • Identification of coordination actions to eliminate or reduce duplication in services and

strategies for more efficient utilization of resources; and,• Prioritization of implementation strategies.

The Coordinated Human Service/Public Transportation Plan 2013 was developed by Wake Coordinated Transportation Services (WCTS/TRACS) with guidance from the NCDOT PTD staff. A coordinated plan steering committee was formed and included members of our Transportation Advisory Board (TAB), WCTS/TRACS staff, NCDOT PTD staff, Wake County Planning Department Staff, and a Wake County Human Services representative. Following federal and state guidance for the development of local coordinated plans, the committee identified the following elements to be included in the planning process and plan:

Current demographics of Wake County including population of persons who are elderly, have a disability or are considered low wealth

Inventory of human service transportation providers in Wake County Community survey to determine human service transportation needs and strategies to meet

those needs Workshop to identify and prioritize human service transportation needs and strategies.

Each of these elements is described in detail in the following sections.


Wake County at a Glance

Current Wake County information regarding the target population for the three federal grant funding programs are listed below and included on the maps on the following pages:

Wake County population (July 1, 2012 Census Bureau estimate): 952,151

Urban population and percent of total population: 760,648/80%

Rural population and percent of total population: 191,503/20%

Number of occupied housing units in Wake County (2011 ACS): 342,995

Number of households with no vehicle available (2011 ACS): 15,678/4.6%

Number of persons with disabilities in Wake County (2011 ACS): 66,351/7.2% population. (Person with disability is defined as a person with hearing, vision, cognitive, ambulatory, self-care or independent living difficulty for the non-institutionalized population.)

Wake County land area: 835 square miles

Persons per square mile in Wake County (July 1, 2012): 1,140


Inventory of Transportation Services

The coordinated planning process requires an inventory of existing transportation services in the local community. Within Wake County, there are a variety of public and private, for-profit and non-profit organizations providing transportation to residents. According to the FTA, those agencies considered to be ‘public transit’ in the coordinated planning process are the recipients of federal transportation funds through Section 5307 and Section 5311. In Wake County, this includes Wake Coordinated Transportation Services (WCTS/TRACS), Capital Area Transit (CAT), Cary Transit (C-TRAN) and Triangle Transit Authority (TTA).

WCTS/TRACS provides door-to-door, demand-response, shared-ride service to residents who are age 60 or over, have a disability, live outside of Raleigh and Cary, or are sponsored by human services agencies for transportation services. Service is provided to the rural general public, to residents who are referred to WCTS, and to individuals sponsored by a human service agency, including Medicaid transportation. WCTS/TRACS is financed primarily with a portfolio of federal and state transportation grants as well as contract revenues.

In addition to these public-transit providers, there are organizations in Wake County that either contract with human service agencies to provide trips to clients, provide trips to their own human service agency clients, or provide transportation exclusively to the population that human service agencies serve – individuals who are elderly, have a disability or are of low-wealth. A list of additional transportation providers in Wake County is included in the Appendix.--------------------------------------------------------------------------------------------------------------------------------Organization Name: WCTS/TRACS, Brokered services through contracts with MV Transportation and local vendors.Address: 220 Swinburne Street, Raleigh North CarolinaContact Information: Don C. Willis: [email protected] phone: 919 250-3829

Type of organization: County Government

Type of transportation service provided: door-to- door, demand responsive (flexibly routed) service using paid drivers

Is an assistant provided to travel with passenger if needed? No, but passengers may bring a personal care attendant who travels at no cost.

Persons eligible for transportation services: Persons aged 60 or over Persons with disabilities Persons who reside in the rural part of county Persons who are transportation disadvantaged and need work-related transportation

Other organizations for whom transportation services are provided include: Non-emergency Medicaid transportation, Resources for Seniors, NC Services for the Blind, Work First, Wake Enterprises, Wake Tech Compensatory Education Program, Health Department, Regional Centers, and Mental Health programs currently purchase service from WCTS/TRACS.


mailto:[email protected]

Geographic service area: All of Wake County and destinations within Orange and Durham counties as needed.

Service days and hours: Service is provided 4:30 am to 10:30 pm Monday through Saturday and on some Sundays and holidays.

Fare or donation policy: $2 fare is collected from passengers using the Rural General Public program as this provides local match for a state grant that supports the program. Other WCTS/TRACS passengers ride fare free.

Eligible trip purposes: Health/medical Nutrition (e.g. trips to nutrition site) Social (e.g. visits to friends/relatives) Recreation (e.g. trips to cultural or athletic events) Education/training (e.g. trips to training centers, schools) Employment (e.g. trips to job interviews or places of employment) Shopping/personal needs Social services (e.g. trips to social service centers, adult daycare, training)

Annual one-way passenger trips provided for the following calendar years: 2011 - 151,288 2012 - 160,944

Vehicle fleet description: The WCTS fleet includes 42 lift-equipped and conversion vans.---------------------------------------------------------------------------------------------------------------Organization Name: Capital Area TransitAddress: 4104 Poole Rd, Raleigh North CarolinaContact Information: David Eatman phone: 919-996-3030

Type of organization: City Government

Type of transportation service provided: Fixed route bus using paid drivers

Is an assistant provided to travel with passenger if needed? No

Persons eligible for transportation services: Persons who can access the bus and board without operator assistance

o All buses are equipped with ramps or lifts to enable those who use mobility devices to ride

o The operator will operate the lift or rampo The operator will secure the mobility device once the passenger has entered the bus

Other services provided includeo R-Line downtown circulator

Geographic service area


o City of Raleigh and contracted areas

Service Days and Hours Weekdays

o Minimum service is from 6:30 AM – 7:00 PMo Some routes operate from 4:30 AM – midnight o Some routes have reduced service after 7 PM

Saturday o Minimum service is from 7:00 AM – 7:00 PM o Some routes operate from 5:30 AM – midnight o Some routes have reduced service after 7 PM

Sundayo Minimum service is from 8:30 AM – 8:00 PM o Routes may have reduced service compared to weekdays

Fare or donation policy:o Full Fare - $1 one way, $2 day pass o Reduced Fare - $0.50 one way, $1 day passo Other pass options are available

Eligible trip purposes: Any

Annual one-way passenger trips provided for the following calendar years: 2011 - 6,138,370 2012 - 6,560,943

Vehicle fleet description: o 33 Orion 40’ diesel high floor buseso 43 Gillig diesel low floor buseso 3 Gillig BRT style hybrid low floor buseso 9 Nova 40’ diesel high floor buses

---------------------------------------------------------------------------------------------------------------Organization Name: Cary Transit (C-TRAN)Address: 316 N. Academy St. Cary, NCContact Information: Ray Boylston Email: [email protected] phone: (919) 469-2080

Type of organization: Town Government

Type of transportation service provided: Fixed Route and Door to Door Service

Is an assistant provided to travel with passenger if needed? No, but Door to Door passengers may bring a personal care attendant who travels at no cost.

Persons eligible for transportation services:


Door to Door Service: Persons aged 60 or over Persons with disabilities

Other services provided include: N/A

Geographic service area: In-town trips / Door to Door Service: Out-of-town trips Raleigh, Durham, Chapel Hill, Apex, and Morrisville.

Service days and hours: Fixed Route Service: 6:00am – 8:00 pm, Monday - Saturday Door to Door Service: 6:00am – 8:00 pm, Monday – Friday *No out of town trips on Saturdays

Fare or donation policy: Fixed Route Cost of Service : $1 per one-way trip Children 12 & Under, Seniors 65 & Older with Current C-Tran ID: Free Door to Door Cost of Service:

Tier I Tier II Tier III

Trips wholly within 3/4 mile of the fixed route corridors

Trips not wholly within the 3/4 mile corridor of the fixed routes but within Town limit

Out-of-town trips (Raleigh, Durham, Chapel Hill, Apex, and Morrisville)

$2 per one-way trip $4 per one-way trip $6 per one-way trip

Discount fares of $1 per one-way trip are provided during off-peak hours (10 a.m. to 3 p.m.) for Tier I and Tier II trips only. There are no discount fares for out-of-town (Tier III) trips.

Eligible trip purposes:

Fixed Route Service – Open for the general public for any trip purpose.

Door to Door Service – Any trip purpose/In town/Out of town trips. Cary citizens who are least 60 years old can ride C-Tran to and from medical appointments and anywhere in Raleigh, Durham, Chapel Hill, Apex and Morrisville assuming space is available on Monday through Friday. Persons with disabilities can ride for employment trips to destinations in Raleigh, Durham, Chapel Hill, Apex, and Morrisville during normal business hours. Registration for this service is required.

Annual one-way passenger trips provided for the following fiscal years: 2011 - 184,373 Fixed Route Service

45,592 Door to Door Service

2012 - 231,501 Fixed Route Service 47,967 Door to Door Service


Vehicle fleet description: Fixed Route Buses – 13Door to Door Buses – 13 vans / 5 cars

---------------------------------------------------------------------------------------------------------------------Organization Name: Triangle Transit T-linxAddress: 5201 Nelson Rd.Contact Information: Vinson Hines Jr., Transit Manager, [email protected]

Type of organization: Regional Transportation Authority

Type of transportation service provided: Curb-to-curb and door-to-door, demand responsive (flexibly routed) service using paid drivers

Is an assistant provided to travel with passenger if needed? No, but a passenger is permitted to bring a personal care attendant (PCA) as approved through the eligibility process. The PCA does not have to pay fare when travelling with the certified passenger.

Persons eligible for transportation services: A person who is certified with having a disability that prevents them from using fixed route service

Other organizations for whom transportation services are provided: None

Geographic service area: Raleigh, Chapel Hill, and Durham

Service days and hours: Monday - Friday 5:50am to 11:15pm & Saturday 6:40am - 7:20pm

Fare or donation policy: T-linx fare is $4.00 for one way trip, and is double the cost of the base fare of our fixed route service.

Eligible trip purposes: Health/medical Social (e.g. visits to friends/relatives) Recreation (e.g. trips to cultural or athletic events) Education/training (e.g. trips to training centers, schools) Employment (e.g. trips to job interviews or places of employment) Shopping/personal needs

Annual one-way passenger trips provided for the following calendar years: 2011 - 4,063 2012 - 5,752

Vehicle fleet description: All of T-linx vehicles are wheelchair accessible with lifts. We have a total of 16 vehicles in our fleet: three conversion vans, seven 20 FT light transit vehicles (LTVs), and six 25 FT LTVs.


Prioritization of Human Service Transportation Needs and Strategies

The identification and updating of the transportation needs of older adults and individuals with disabilities or low wealth, and the strategies to meet such needs was conducted through a community survey and a public workshop, both of which included representatives of public, private and non-profit transportation and human services transportation providers, and participation by members of the public. Participants in the workshop also prioritized the strategies listed during the session.

Community Survey

A Community Survey was developed to solicit input from the public regarding the unmet needs of human service-public transit, and the strategies for addressing those needs. The 16-question survey was emailed and also provided to persons invited to the workshop, distributed at public events, and made available to WCTS/TRACS passengers and the general public via reference on workshop flyers and newspaper advertisements. 141 completed surveys were returned. The survey and results are below. All responses received for questions 15 and 16 are included verbatim.

-------------------------------------------------------------------------------------------------------------WCTS/TRACS Coordinated Human Services/Public Transportation Plan

Community Survey - Spring 2013

WCTS/TRACS is developing The Wake County Coordinated Human Services/Public Transportation Plan to: identify the transportation needs of individuals with disabilities, older adults, and people with low incomes; provide strategies for meeting those local needs; and prioritize transportation services for funding and implementation. This survey, along with two public workshops on May 29, 2013, will allow us to evaluate the unmet transportation needs within Wake County.

Please place the appropriate number from the list below next to each statement in the survey.4 = very important 3 = medium importance2 = a little important 1 = not important

1. There is a need for more capped or fare-free demand-response transportation throughout Wake County for residents with disabilities, older adults, and people with low incomes.Total points received: 525 points

2. There needs to be more demand-response service available to residents who are transportation -disadvantaged.Total points received: 521 points

3. There needs to be extended service hours.Total points received: 488 points

4. There needs to be more service for employment type trips.Total points received: 498 points

5. There needs to be more weekend and night service.Total points received: 469 points

6. There needs to be more service to fill gaps in underserved areas.


Total points received: 512 points

7. There needs to be transportation for residents who live in the City but must travel to destinations outside of the City and where buses do not travel.Total points received: 510 points

8. There is a need for more trips to other counties and cities.Total points received: 461 points

9. There is a need for more door to door service for older adults and persons with disabilities.Total points received: 515 points

10. There is a need for transportation in which an assistant is provided to travel with a passenger.Total points received: 471 points

11. Transportation should be convenient and easy to access.Total points received: 528 points

12. There is a need for education on available services, programs and eligibility requirements.Total points received: 480 points

13. There is a need for more advertising of transportation services to persons with a disability or low income, older adults and general public.Total points received: 480 points

14. There is a need to allow users to make reservations for service after business hours.Total points received: 493 points

15. What do you hope the Wake County Coordinated Human Services/Public Transportation Plan will produce?

-round trip transportation for all who need it and qualify for it anytime of the day they need if including work related transportation as well.

-nothing

-better and convenient transportation, with professional staffing.

-more needed transportation

-to make transportation more ready to use, for those who can’t travel alone or need help getting in&out of vehicles, students, workers & families need to be able to go grocery shopping as well as work & school & medical. -Your drivers have been kind, considerate & on time every time I have used this transportation. I recommend it to others when asked.

-up to par and dependable vehicles


-safe trips

-on time service. After hours service

-the best safety and care for our clients

-more night and 24 hour services for people in urban and rural areas

-people being picked up on time and gotten to my appointment on time

-there needs to be more independent transpo companies to help fill in gaps for TRACS. Better, close-coordination between the vans and the customer service who schedule pick up and drop-offs. My son missed to many days of school due to poor coordination of scheduling and/or pick-ups.

-more day transportation service for disabled persons

-best services they can provide

-greater/better efficiency in the dispatch office. should not have to wait for buses. should not be placed on hold forever. need a human voice (person) not a recording when you call

-a more organized sense of travel. a guarantee to not be late to appointment, school or work

-better service when time to transport and pick-up times. missed appointments. having to reschedule them.

-get us to dialysis on time

-big van

-need someone who knows where they are going when they pick-up

-to be picked-up on time and returned back on time

-more service and making reservations for multiple trips instead of daily

-easier access and more information about services provided - more user friendly services

-I think transportation would get better

-great improvement in times for picking-up. shouldn’t have wait times so long

-more drivers that are nice

-please add wifi and make all drivers has gps

-more drivers so everyone can get to their appointments on time and to come back and them so no one should have to wait 2 and 3 hours to get back home.


-to be on time and polite

-a lot of people who don’t have help

-more services, less stressful and care-free

-accuracy, punctuality and comfort

-the lady that answers the telephone is a real &!7<#, switchboard

-music in the cars

-they need to come on time. be able for a person to talk to a person. people are now being picked-up ….? the meals on wheels service is very poor. it is so sad for the people who need the service. you can call and call and complain without getting answers. they put people to drive who do not know the route. you can make appointment in advance to a doctor they will come 2-3 (hrs?) late.

-I don’t know

-lesson (listen??) to the people

-better transportation options and better service. getting picked up on time is rare.

-they need to be on time to pick you up for your appointments and schedule you much better

-good, safe transport for disabled and handicapped and those in need of work transportation also.

-that the service will remain as good or better than it is now. provide information for drivers on how to deal with people with disabilities, with respect and dignity.

-on time not late to very important appointments and they should help you get in the van.

-available buses to go shopping - even if they have to pay for bus. also to go to the movies.

-a new Medicaid transportation company, more vans, new competent dispatchers, new complaint center, no union, better pay for drivers, better trained drivers with knowledge of connecting wheel chairs, uniforms, cleaner vans, extension belts that work, Michelin tires, new updated gps, updated heavy duty chair lifts, better, more prompt pick up times, pre-trip vehicles, more spare drivers, cleaner windshields.

-I hope they produce better quality and being on time and more organized work on time management.

-to help the people more

-pick up people on time

-more drivers and more vans


-my ability to go to school

-the Coordinated (Human Services) need to be more respectful to the senior elders, remember U have to get old someday too.

-at night when you are waiting two hours for a pick-up. almost every night it gets hard on people. I am not young. I have to work but I would like to treated like I am a human and not yelled at.

-I am hoping that transportation will start coming on time, not 30 minutes early or one and a half hours late, especially for return home trips.

-riders to go other places than medical appointments. 4 people in need.

-available emergency transport for people in wheelchairs

-better phone service for scheduling, on time pick-up for appointments

-more residents

-taking passengers to work on time, also appointments such as doctor make sure that the vans have gas before leaving the station so that people want have to ride around and be late for work. passengers need to make sure they are ready for pick up 5 minutes - no later

-more safe and reliable services

-that the service get better

-errand service

-always be ready on time when picking up and let transportation know if decided not to be picked up. when it comes down to doctor appointments or any other circumstances can ask for any better services than this to take you where you have to go.

-in getting more people help with where they need to get to. I too run a transport service of my own (Allen’s Transport Service of Wake County) and many people tell me how we need more help for older people.

-good.

-more transportation slots allowed per area and better ways of accessing system. When individuals with disabilities have jobs and use this transportation service - very difficult calling every day to see is space is available.

-improved transportation service and ease of use of services for people w/chronic illness and disabilities for medical care.

-transportation.


-arriving for pick up needs to be improved

-better on time appointments.

-more TRACS vehicles

-more availability of seats - more operators to take calls.

-I hope they do better on pick-up people better than they do and try to get them to a&b on time.

-satisfied customer.

-Increase available transportation

-more and better quality transportation services. services meet needs of people w/disabilities and can be

flexible to meet needs.

-provide more vehicles to reduce the lateness a little bit

16. Please add any additional comments or concerns you have.

-not come 1 hr 30 mins early. Just a 1 hour.

-please get rid of tracs - they are always late

-pick up on the states time and not their own (TRACS)

-the Tracs drivers that’s I have ridden with are pleasant and courteous. polite

-my main concern is the time allowed for PU & DO. With so many same time and miles to travel with not enough help.

-I’m extremely dissatisfied with services for medical transportation, i.e., appointments incorrect. I had appointments completed and waited 4 hours to be picked up, eventually a business owner had her son take me home. I was told from TRACS dispatch there were “no vans” in that area (Knightdale) that’s why it is taking a long time. Need more independent companies to transport such as Millennium or 21st Century Transportation.

-TRACS vans are overworked and late

-doing a great job

-get confused punching numbers

-more room


-they need more drivers who know where they are going actually

-I want to be picked-up on time and get home on time too but I don’t understand when they say they are coming but no show. keep this on time.

-being on time for the appointment and picked-up after appointment

-there needs to be more buses going to Chapel Hill, the 5 AM pick-up is really tiresome and get you there every before the office opens.

-this doesn’t apply to me

-on time pick-ups and drop-offs

-thank you for the service which you provide

-also pick you up on time and you should be able to make changes with your appointment. rides with no problems at all. changes need to be made.

-turnover of drivers is too frequent.

-the buses and drivers are very helpful. I am satisfied with the service to the senior center.

-hopefully they will be on time and making a call to the passenger when they are going to be late. be better at not running all the trips together. the drivers are very nice and patient. I like them a lot. Ms Angel the dispatcher can be rude. I would like that to change.

-they need to be more timely in order to keep clients from waiting too long. it throws the whole schedule and one day caused me to miss my Meals in Wheels lunch.

-the people that drive for the people that goes to the center a little earlier than 10:00AM

-David is a great driver.

-I hope transportation be better in the future and U have a couple of drivers that are very nice to the passengers and some are not.

-just the long waiting at night to go home. like a 4:00pm pick-up getting home at 7:45pm. that long that happened for a whole week. still happens.

-if the drivers are scheduled to do too many trips they are being set up for failure. maybe if the people that do the scheduling would get out here and try to do the trips they would see what the drivers go through. they would see that the job is impossible to do.

-getting people to appointments on time and pick up extra reaction time.

-a website to schedule trips or trip schedule


-I wish they would be on time.

-some of the drivers are very nice.

-sometimes I’ve had to ride to take other passengers to doctor appointments but when things happen such as getting picked up and hour early have to wait until they are ready to go, then sometimes have to get gas which should have been done before the next shift. I have patience but sometimes like to be at work early unless somebody has to go to dialysis.

-Well to tell you the truth you need to get people where they need to be on time all the time. you are too slow in your getting around and too many stops to make. you are good in one way and bad in other. you can call on me if need be and I can help out with my van. just call on me, Mr. Thomas Wayne Allen in Zebulon, NC 27597. 919-610-3285.

-concerned about amount of time individuals are on the van at a time.

-long waiting periods for transportation are difficult for people who are ill.

-I have a client who sits for 1-2 ½ hours waiting to be picked up and she is in a wheelchair.

-please help - we need U.

-that when you call in the morning to make trip for the next day if you don’t get call in at 7am at 7am they already fill up. so you think you should have another phone line where get your call in because that phone stay busy.

-my concern is I all right at 7am and for 20 or 30 mins. I cannot get through and when I get through is no more seats.

-they are doing good.

-we thank you for the help and the effort.


Local Coordinated Plan Workshop

Two Local Coordinated Plan Workshops were convened on Wednesday, May 29, 2013, at Wake County Commons Building with thirteen members of the public including representatives from: public, private and non-profit transportation providers and planning organizations; state, regional and local human service agency representatives whose clients include older adults, individuals with disabilities or low-wealth; and others. Workshop flyers were posted in WCTS/TRACS vans and distributed to agencies and programs, and an advertisement was placed in the local section of the News and Observer. The outreach efforts, list of workshop participants and the agenda are included in the Appendix.

After a brief description of the purpose and proceedings of the workshop, participants introduced themselves and their affiliations. Transportation services available and presently provided were briefly described to the participants. Small groups then worked at tables to develop a list of human service transportation needs and the strategies to meet those needs. Each group reported out their findings which were then included in a single list. All participants received four votes (sticky dots) to adhere next to each strategy to indicate its importance or priority for future funding. The list of these prioritized needs and strategies is below. The number of votes (dots) that each item received is included in parentheses after the item. Some of the items may be a sub-set of another item but it was included separately to clarify its significance.



Wake County Coordinated Human Services/Public Transportation PlanPublic Workshop

29-May-13

Group Activity WorksheetIn this exercise, you will be asked to help with the Wake Coordinated Transportation Services (WCTS) plan update by working in groups to identify gaps in mobility and suggest strategies to meet existing needs. When identifying existing obstacles and unmet needs, it helps to first consider the specific mobility obstacles related to aging, disability, job training, health care, and services to low-income persons.

In order to aid you in your discussion of unmet needs, six methods of evaluating a public transportation system are provided below. For each category provided, list any related unmet needs or improvements which could be made to improve WCTS’s public transportation system. At least one answer has been filled in for each category, based upon prevalent responses received at previous rounds of public input.

RANKINGS RANKINGSAM Workshop

PM Workshop Service Coordination (how different components [vendors, agencies, etc.] interact with one another to create a comprehensive transportation system)

4 2 1. Extend emergency ride home services to riders of all systems4,3 0 2. Central hub is needed for all modes (bus, taxi, Greyhound, train, etc.)

4,4,4 3. Phone Inaccessibility to reserve service3 4. Not enough trips General public)4 5 Not enough money for trips (general public)

4,3 6. Need for advanced reservations for TRACS (general public)4 7. Target areas for transportation compaines

4,4,4,4 8. On call person4,4,4,3 9. Coordinated system to respond to no-shows late in day

3,2 10. Coordinate with faith based communities4,3 11. Improve real time route information to sav costs ande reduce "criss-cross"

Service Availability (days, times, locations, etc.)4,4,4 3,2 1. Daily services should be expanded to many areas outside of Raleigh

3 4,2 2. Improve access to employment centers and adult education within county and outlying counties4,2 3. Improved access to senior centers4,4 4. Improved access for dialysis and chemotherapy4,3 5. Increase services inside Raleigh

4 6. Visually impaired need door to door assistance because first time going to certain areas4,2,2,2,1 7. Weekend service (specifically Sunday)4,4,4,3 8. Extended service hours

Marketing & Information Coordination (Information exchange to the public, and between and within agencies)4,3 1,1 1. Single customer information call center for all transportation options

4,2,2 2 2. Consistent travel training across system4,3 3. Increase opportunities for public input4,4 4. Include mailings in utility bills w/transportation education

3 4,4,3 5. Improve website and include detailed information on routes3 3 6. Improve information on TRACS service zones (general public)/common sense in route mapping

3,3,2 7. Improve description of system eligibility requirements4,4,3,3 8. FAQ for TRACS; Handbook for Clients

4,3,3,3,3 9. Need for updated information on system and clients4,3,3 10. Use or more regular use of Public Service Announcements4,3 11. More use of low tech for less computer savvy

Fare Payment Coordination (total cost, fixed rate vs. variable rate, method of payment, etc.)4,3 1,1 1. Universal fare card that works on all services4,2 4,3 2. Discounted passes for fixed-route services to non-profits serving target populations

4,4 3. Keep fares low3,3,3 4. Provide method of pay One-time fee for multiple trips4,3,3 5. Offer advance or monthly billing option

4,4,3,3,3,3 6. Flexibility in passes (tracking trips/use vs days) (ex: 30 day pass)Service Quality (any features which affect the quality of a user’s experience with available services)

3,3 3,2,2 1. Travel time on transit is too long3,3, 2. Increase & improve bus shelters4,2 3. Increase number of travel training professionals to assist with specific route travel and special needs3 4. Insure accountability of contractors/vendors

4,3,2 4,4,4 5. Reduce wait time4,4,4 6. Increase number of vans

4,3 7. Enhanced Reservation Coordination for clients and vendors3 8. More out of county options

4,4,4,4 9. Driver sensitivity training4,3 10. Lifts and other equipment function properly

Service Eligibility (basic requirements for groups and individuals to receive service)0 1,2 1. Many customers in need have difficulty meeting criteria for service/trip, such as advanced notice requirements

4,4,3,3 2. Need for temporary eligiblity4,3,2 3. Reduced eligiblity determination time4,2,2 4. Many customers in need have difficulty meeting criteria for service/trips such as advanced notice requirements

Other (any unmet need or improvements which do not fit into those categories provided)Rankings: 4= Very Important; 3= Medium Importance; 2= Somewhat Important; 1= Not Important

Summary

Upon approval and acceptance of this document by the Wake County Transportation Advisory Board and the Wake County Board of County Commissioners, and acceptance by the NCDOT PTD, the plan will serve as the required supporting documentation for current and future requests by any eligible entity within Wake County for federal transportation funding through the 5310, JARC and New Freedom programs. The scope of projects funded through these programs must be included in such a local coordinated plan. The selection of particular projects for grant applications will be determined by individual organizations. Wake Coordinated Transportation Service (WCTS/TRACS) has submitted a 5310 grant application to the NCDOT PTD for a Mobility Management position and for operating assistance. This application for funding will assist with fulfilling the needs identified in the original Locally Coordinated Plan, as well as in this updated document. The highest ranked priorities included easier to access services that help fill gaps in rural and underserved areas for the elderly and disabled. Additional applications may be submitted in future years by Wake County Coordinated Transportation as well as other organizations.


Appendix

Targeted Transit Assistance Program – NCDOT/PTD

Workshop Invitation

Workshop Flyer

Workshop Newspaper Advertisement

Workshop Agenda

List of Workshop Participants

List of Other Transportation Providers in Wake County

Glossary of Terms

Survey Responses Charted

Original Prioritizations


North Carolina Department of Transportation/Public Transportation Division

Targeted Transit Assistance Program (TTAP)

The TTAP is a program that consists of three (3) grants such as; Elderly Individuals and Individuals with Disabilities (5310), Job Access and Reverse Commute (5316), and New Freedom (5317).

Goal: (5310) – To improve mobility for elderly individuals and individuals with disabilities throughout the country.

Purpose: (5310) - To provide transportation services planned, designed and carried out to meet the special transportation needs of elderly individuals and individuals with disabilities.

Targeted Groups:

Elderly – At a minimum, persons 65 years of age or older – Grantees may use a definition that extends eligibility for service to younger persons, 60 and over.

Individuals w/ a Disability – Individuals who, because of illness, injury, age, congenital malfunction, or other incapacity or temporary or permanent disability cannot use effectively, without special facilities, planning or design a public transportation service or facility.

Eligibility certification is required

Eligible Sub-recipients –

Private non-profit organizations Eligible governmental authorities are limited to: Local government Local governments and transit authorities located in urbanized areas that

have been designated by the MPO (Metro Planning Organization) to receive Section 5307 funds.

Area Agencies on Aging, local aging programs operated by governmental authorities as well as Rural Planning Organizations operated by Council of Governments.

Matching Requirements-


Capital – The federal share of eligible capital costs may not exceed 80 percent of the net cost.

Operating Projects – The federal share of the eligible operating costs may not exceed 50 percent of the total net operating costs.

Goal: (5316) – To improve access to transportation services to employment and employment-related activities for welfare recipients and eligible low-income individuals, and to transport residents of urbanized areas and rural areas to suburban employment opportunities.

Purpose: (5316) - To provide transportation services planned, designed and carried out to meet the transportation needs of eligible low-income individuals and reverse commuters regardless of income.

Targeted Groups:

Welfare Recipient – Refers to an individual who has received assistance under a state or tribal program funded under part A of Title IV of the Social Security Act at any time during the three year period before the date on which the applicant applies for a grant.

Low-income Individual: Refers to an individual whose family income is at or below 150 percent of the poverty line for a family of the size involved.

Eligibility certification is required


Private non-profit organizations State and Local governmental authorities including human service agencies Operators of public transportation, including private operators of public

transportation


Capital & Planning Projects – The federal share of eligible capital costs may not exceed 80 percent of the net cost.



Goal: (5317) – To provide additional tools to overcome existing barriers facing persons with disabilities seeking integration into the work force and full participation in society.

Purpose: (5317) - To reduce barriers to transportation services and expand the transportation mobility options available to persons with disabilities beyond the requirements of the ADA of 1990.


Private non-profit organizations State and Local governmental authorities including human service agencies Operators of public transportation, including private operators of public

transportation


Capital – The federal share of eligible capital costs may not exceed 80 percent of the net cost.


Requirements for systems to apply for these funds, projects must be derived from a Locally Coordinated Public Transit-Human Service Transportation Plan. Without this you will be ineligible to apply for the TTAP Funding.


Wake Coordinated Transportation Services (WCTS)Locally Coordinated Human Services/Public Transportation Plan

Public Workshop

WCTS is hosting a public workshop to: identify the transportation needs of individuals with disabilities, older adults, and people with

low incomes based on personal and professional experiences, provide strategies for meeting the local needs, and set priorities based on time, resources, and feasibility for implementation.

The workshop findings will be developed into the Wake County Coordinated Human Services/Public Transportation Plan. This plan is a required element of County applications for certain federal and state transportation grant programs.

Date: Wednesday, May 29, 2013Time: 9:00 a.m. – 11:00 a.m.; and 1 p.m. – 3:300p.m.Place: Wake County Commons 4011 Carya Drive Raleigh, NC 27610

Attached is a survey for you to provide input regarding human services transportation needs. Please submit completed surveys and request additional information from Don Willis at Wake County Human Services at [email protected] (919)2 50-3829.

Please email [email protected] by end of Business on Monday May 27, 2013 if you plan to attend so that we may plan accordingly.


Wake County Coordinated Human Services/Public Transportation PlanPublic Workshop

The public is invited to attend a workshop to: identify the transportation needs of individuals with disabilities, veterans, older adults, and people with low incomes; provide strategies for meeting the local needs; and set priorities based on time, resources, and feasibility for implementation.

Date: Wednesday, May 29, 2013Time: 9 – 11am; and 1-3pmPlace: Wake County Commons

4011 Carya DriveRaleigh, NC 27620

The workshop findings will be developed into the Wake County Coordinated Human Services/Public Transportation Plan. This plan is a required element of County applications for certain federal and state transportation grant programs.

The workshop is being hosted by Wake Coordinated Transportation Service (WCTS) at the Wake County Commons. For additional information and to confirm attendance, contact Don Willis at Wake County Human Services at [email protected] or at (919) 250-3829.


Local Coordinated Human Service/Public Transportation Plan Workshop

Wake County Commons Wednesday, May29, 2013

9 – 11am; and 1-3pm

Agenda

Registration & Survey 5 Minutes

Welcome and Workshop Purpose 5 MinutesDon Willis, Transportation Manager, Wake County Human Services

Workshop Format and Ground Rules 5 MinutesDon Willis

Introduction of Participants 5 MinutesDon Willis and Participants

Overview of Federal Grant Programs 10 MinutesTamra Shaw, Mobility Development Specialist, NC Department of Transportation

Inventory of Current Transportation Services 20 MinutesRay Woodall, Transportation Providers

Identify Current Demographics 20 MinutesSharon Peterson and Staff, Gallery Walk

Identify Transportation Needs and Strategies 20 MinutesDavid Bergmark, Group Activity

Break 10 Minutes

Determine Priority Needs 15 minutesDon Willis, Group Dot Exercise

Wrap Up and Next Steps 5 MinutesDon Willis

Coordinated Human Services/Public Transportation Plan: A locally developed plan for coordinating local public transportation and human service agency transportation services that aims to maximize the program’s collective coverage by minimizing duplication of services. Under federal transportation law, any public agency applying for funding under Sections 5310, 5316, or 5317 must show that the project is derived from a locally developed plan developed through a process that consists of representatives of public, private, and non-profit transportation and human services providers with participation by the public. The purpose of today’s workshop is to identify the transportation needs of individuals with disabilities, veterans, older adults, and people with low incomes, provide strategies for meeting those local needs, and prioritize transportation services for funding and implementation. The proceedings of today’s workshop will become the foundation for the local plan.


WORKSHOP LIST OF ATTENDEES

Deborah Breedlove Garner, NC 919 772 9604

Mary Flanagan [email protected]

Nedra Nlewedim 919 632 6020

Nancy Ormandy 919 212 7773

William Smith Garner, NC 919 661 2504

Gerri Smith Holly Springs 919 610 4818

Carlton Watson Raleigh, NC 919 896 8437

Fred Fontana Cary, NC 919 306 5301

Cooper Hancock Wake Forest, NC 919 562 7140

Yabesh Basweti Apex, NC 919 519 0692

Dave Lethagi Raleigh, NC 919 601 0011

Anita Davis Raleigh, NC 919 212 7360

Julie Keeley Cary, NC 919 460 0567


mailto:[email protected]

List of Other Providers in Wake County

A Active Taxi

A Airport Access Taxi

A Cab Company

A Discount RDU Taxi

A Wild Horse Taxi

AA Airport Access Taxi Service

AAA Ambassador Taxi

AABA Taxi Service

AABA Taxi&Transportation

Aaron's Taxi

AAZAH Taxi Service

Accurate Cab Inc

Acme Cab Company

Airport&Area Taxi Inc

Airport Straight Taxi

Airport Taxi

American Cab Company

Amigo Taxi

Apple Cab Company

Apple Transport&Taxi Service

Associated Cab Co&Transportation

Avenue Taxi&Limo

Cardinal Cab Inc

Carolina Airport Transit


Chavis Transportation

Circle Taxi

Citizen Airpot Taxi

City Taxi Company

Classic Taxi

Clayton Taxi

Community Cab&Wheelchair Service

Crown Cab Company

Deluxe Cab Company

El Expresso Taxi

Excel Taxi Inc

Executive Express Taxi

Express Taxi

Garner Taxi Company Inc

Gateway Taxi&Transportation

King Richard Transportation

Leisure Cab&Transportation

Merit Taxi Inc

NC Taxi

Omega Transportation

RdU Airport Taxi

Rapid Airport Taxi Service

RDC Taxi

RDU Airport Taxi

RDU Airport Taxi Company Inc


RDU Taxi

RDU Taxi Service

Safari Taxi

Safety Taxi Company

Safeway Transit Inc

Thomas Transportation

21st Century Transportation

U S Taxi

Union Cab

Yellow Cab Inc

Yellow Taxi

AA&D Transportation

A1 All American Transportation Services

Crystal Transportation Services

Curtis Robinson Enterprises

Drew Transportation

Lucas Transportation

Millennium Transportation

MV Transit

P&T Transportation Services

Reese's Transportation

Response Transportation

Tri-Star Medical Transport

White Glove Private Transportation


Glossary1

The following glossary provides definitions of public transportation-related terms, phrases and acronyms used throughout this report.

Carpool – An arrangement by which two or more people share the use and cost of privately owned automobiles in traveling to and from pre-arranged destinations together. Generally, carpooling agreements are not arranged by contract, whereas vanpool and buspool agreements are contractually binding.

Community Transportation – The efficient and effective utilization of all available resources in the provision of safe and reliable public transportation services for all citizens. 2

Commuter Bus Service – Fixed-route bus characterized by service predominantly in one direction during peakperiods, limited stops, use of multi-ride tickets and routes of extended length, usually between the central business district and outlying suburbs. Commuter bus service also may include other service, characterized by a limited route structure, limited stops and a coordinated relationship with another mode of transportation.

Coordination – A technique for better resource management, in which improved organization strategies are applied to achieve greater cost-effectiveness in service delivery. Coordination of transportation services is best seen as a process on which two or more organizations interact to jointly accomplish their transportation objectives. 2

Dial-a-ride – Another name for "demand responsive."

Demand Responsive – 1. Non-fixed-route service utilizing vans or buses with passengers boarding and alighting at pre-arranged times at any location within the system's service area. Also called "dial-a-ride." 2. Passenger cars, vans or motor buses operating in response to calls from passengers or their agents to the transit operator, who then dispatches a vehicle to pick up the passengers and transport them to their destinations. A demand-response operation is characterized by the following: firstly, the vehicles do not operate over a fixed route or on a fixed schedule except, perhaps, on a temporary basis to satisfy a specific need; and secondly, the vehicle typically may be dispatched to pick up several passengers at different pick-up points before taking them to their respective destinations and may even be interrupted en route to these destinations to pick up other passengers. 3. Personal transit service operated on roadways to provide service on demand. Vehicles normally are dispatched and used exclusively for this service.

Fare – The required payment for a ride on a public transportation vehicle. It must be paid by an acceptable means, for example, using cash, token, ticket, transfer, farecard, voucher, pass or user's fee.

Fixed Route – Service provided on a repetitive, fixed-schedule basis along a specific route with vehicles stopping to pick up and deliver passengers to specific locations; each fixed-route trip serves the same origins and destinations, unlike demand-response and taxicab services.


Human Service Transportation System – Transportation systems which provide service exclusively to clients of human-service agencies. In North Carolina, there are three types of human-service transit systems: 1) those that are consolidated and provide their own services; 2) those that are consolidated and contract for transportation services; and 3) those that are coordinated.

Intercity Bus Transportation – Establishments primarily engaged in furnishing bus transportation, over regular routes and on regular schedules, the operations of which are principally outside a single municipality and its suburban areas.

Paratransit – Comparable transportation service required by the Americans with Disabilities Act for people withdisabilities who are unable to use fixed-route transportation systems.

Passenger Trips – Number of passengers who board operational revenue vehicles. Passengers are counted each time they board vehicles no matter how many vehicles they use to travel from their origin to their destination. Trips are counted regardless of whether an individual fare is collected for each leg of travel. It includes passenger trips on volunteer, other CT system, and other provider vehicles."

Public Transit – 1. (Or public transportation) Passenger transportation services, local, metropolitan or regional in scope, that are available to any person who pays a prescribed fare. 2. Transportation by bus, rail or other conveyance, either publicly or privately owned, which is provided to the public or specialty service on a regular and continuing basis. Also known as "mass transit," "mass transportation," "public transportation" and "transit."

Public Transit Agency – A public entity responsible for administering and managing transit activities and services. Public transit agencies can directly operate transit service or contract out for all or part of the total transit service provided.

Public Transit System – An organization that provides transportation services owned, operated or subsidized by any municipality, county, regional authority, state or other governmental agency, including those operated or managed by a private management firm under contract to the government agency owner.

Ridership – 1. The number of rides taken by people using a public transportation system during a given time period. 2. Refers to the number of people using a particular transit system on a regular basis.

Rural – 1. Usually refers to areas with populations less than 5,000. 2. Areas outside the limits of any incorporated or unincorporated city, town, village, hamlet or any other designated residential or commercial area such as a subdivision, business or shopping center or community development. 3. Includes all areas of a state that are outside the Federal Highway Administration approved and adjusted census boundaries of small urban and urbanized areas.


Rural General Public Transit System – Transit systems in rural areas (areas with less than 5,000 population) that provide transportation services to clients of human-service agencies and the general public. Federal Section 18 funds are used to assist in the administration and operating expenses of these systems.

Subscription Bus – A commuter bus express service operated for a guaranteed number of patrons from a given area on a prepaid, reserved basis.

Subscription Service – Any public transportation service operated for a guaranteed number of patrons on a prepaid, reserved basis.

Transit (or Public Transit) – Another name for "public transportation," generally used in contexts that do not include carpools or vanpools.

Transit System – An organization (public or private) providing local or regional multi-occupancy-vehicle passenger services. Organizations that provide services under contract to another agency generally are not counted a separate system from the contracting agency.

Urban – 1. Usually refers to areas with populations of 5,000 or more. 2. Describes any area that includes a municipality or other built-up place which is appropriate in the judgment of the U.S. Secretary of Transportation, for a public transportation system to serve commuters or others in the locality taking into consideration the local patterns and trends of urban growth.

Vanpool – 1. A voluntary commuter ridesharing arrangement, using vans with a seating capacity greater than seven persons (including the driver) or buses, which provides transportation to a group of people traveling directly from their homes (or a pre-arranged meeting place, such as a park-and-ride lot) to their regular places of work within the same geographical area, and in which the commuter/driver does not receive compensation beyond reimbursement for his or her costs of providing the service. 2. An arrangement in which a group of passengers share the use and cost of a van in traveling to and from pre-arranged destinations together. 3. Vans and/or Class C motor buses operating as a voluntary commuter ride-sharing arrangement, which provides transportation to a group of individuals traveling directly between their homes (or a prearranged meeting place, such as a park-and-ride lot) and their regular places of work within the same geographical area. The vans should have a seating capacity greater than seven people, including the driver. 4. A public-sponsored commuter service operating under prearranged schedules for previously formed groups of riders in eight to 18-seat vehicles. Drivers also are commuters who may receive little or no compensation besides free transportation and use of the vehicle during "off" hours. Generally, carpooling agreements are not arranged by contract, whereas vanpool and buspool agreements are contractually binding.

Vehicles in Total Fleet – All revenue vehicles held at the end of the fiscal year, including those in storage, emergency contingency and awaiting sale.

Wheelchair-Accessible Vehicle – A vehicle that a person using a wheelchair may enter either via an on-board

1 - http://www.ncdot.gov/projects/kinstonbypass/download/glossary.pdf2 - TCRP Report 101 Toolkit for Rural Community Coordinated Transportation Services

http://www.ncdot.gov/projects/kinstonbypass/download/glossary.pdf

retractable lift or ramp; or directly from a station platform that is accessible by elevator or a ramp that is either level with the vehicle floor or can be raised to floor level.


Wake Coordinated Transportation Service (WCTS) Human Services/Public Transportation Plan Community Survey - Spring 2013There needs to be more demand-response service available to residents who are transportation -disadvantaged.

Answer Options Response Percent Response Count

4 very important 83.0% 1153 medium importance 11.0% 15

2 a little important 5.0% 71 not important 2.0% 2

answered question 139skipped question 2


83%

5% 11%

There needs to be more demand-response service available to residents who are transportation -disadvantaged.

4 very important3 medium importance2 a little important1 not important

Wake Coordinated Transportation Service (WCTS) Human Services/Public Transportation Plan Community Survey - Spring 2013There needs to be extended service hours.


4 very important 69.0% 973 medium importance 22.0% 322 a little important 9.0% 121 not important 0.0% 0



69%

22%

9%

0%

There needs to be extended service hours.


Wake Coordinated Transportation Service (WCTS) Human Services/Public Transportation Plan Community Survey - Spring 2013There needs to be more service for employment type trips.Answer Options Response Percent Response Count




72%

17%

7%

4%

There needs to be more service for employment type trips.

4 very important3 medium im-portance2 a little important1 not important

Wake Coordinated Transportation Service (WCTS) Human Services/Public Transportation Plan Community Survey - Spring 2013

There needs to be more weekend and night service.





62%

26%

10%

2%

There needs to be more weekend and night service.


Wake Coordinated Transportation Service (WCTS) Human Services/Public Transportation Plan Community Survey - Spring 2013There needs to be more service to fill gaps in rural and underserved areas outside the urban area.Answer Options Response Percent Response Count




75%

18%

5%

There needs to be more service to fill gaps in rural and underserved areas outside the urban area.


Wake Coordinated Transportation Service (WCTS) Human Services/Public Transportation Plan Community Survey - Spring 2013There needs to be transportation for residents who live in the urban areas but must travel to destinations outside of the urban area and where buses do not travel.Answer Options Response Percent Response Count




74%

21%

3%

There needs to be transportation for residents who live in the urban areas but must travel to destinations outside of

the urban area and where buses do not travel.


Wake Coordinated Transportation Service (WCTS) Human Services/Public Transportation Plan Community Survey - Spring 2013There is a need for more trips to other counties and cities.Answer Options Response Percent Response Count




54%

32%

12%

There is a need for more trips to other counties and cities.


Wake Coordinated Transportation Service (WCTS) Human Services/Public Transportation Plan Community Survey - Spring 2013There is a need for more door to door service for older adults and persons with disabilities.Answer Options Response Percent Response Count




81%

15%

2%

There is a need for more door to door service for older adults and persons with disabilities.


Wake Coordinated Transportation Service (WCTS) Human Services/Public Transportation Plan Community Survey - Spring 2013There is a need for transportation in which an assistant is provided to travel with a passenger.





62%

28%

9%1%

There is a need for transportation in which an assistant is provided to travel with a passenger.


Wake Coordinated Transportation Service (WCTS) Human Services/Public Transportation Plan Community Survey - Spring 2013Transportation should be convenient and easy to access.Answer Options Response Percent Response Count

4 very important 87.0% 1203 medium importance 11.0% 14

2 a little important 2.0% 31 not important 0.0% 0



87%

11%

Transportation should be convenient and easy to access.


Wake Coordinated Transportation Service (WCTS) Human Services/Public Transportation Plan Community Survey - Spring 2013There is a need for education on available services, programs and eligibility requirements.Answer Options Response Percent Response Count




65%

26%

8%

There is a need for education on available services, programs and eligibility requirements.


Wake Coordinated Transportation Service (WCTS) Human Services/Public Transportation Plan Community Survey - Spring 2013There is a need for more advertising of transportation services to persons with a disability or low income, older adults and general public.Answer Options Response Percent Response Count




69%26%

4%

1%

There is a need for more advertising of transportation services to persons with a disability or low income, older

adults and general public.


Wake Coordinated Transportation Service (WCTS) Human Services/Public Transportation Plan Community Survey - Spring 2013There is a need to allow users to make reservations for service after business hours.Answer Options Response Percent Response Count




68%

24%

7%1%

There is a need to allow users to make reservations for service after business hours.


Incorporated Original Prioritized Goals & Strategies


NeedRed dots (highest

priority)Blue dots Total

Service Coordination

1. Reduce transfer wait times 3 2 5

2. Reduce the numbers of trips that require transfers between services 2 2 4

3. Coordinate frequency of service in corridors served by multiple agencies 3 1 4

4. Coordinate transfers between demand-responsive services and fixed-route services 3 1 4

5. Centralized dispatching of community transportation and ADA paratransit services 0 0 0

6. Central hub is needed for all modes (bus, taxi, Greyhound, train, etc.) 6 2 8

7. Extend emergency ride home services to riders of all systems 6 4 10

8. Coordination with school system for using equipment during mid-day and evenings 0 2 2

9. Coordinate services with and among volunteer and faith-based transportation providers 1 1 2

Service Availability

10. Evenings and late-night service 5 2 7

11. Mid-day service 1 0 1

12. Weekend and holiday service 4 1 5

13. Demand response service (public or private) in outlying areas 8 5 13

14. Access to and within major shopping centers for the elderly. 1 0 1

15. Daily services should be expanded to many areas outside of Raleigh (including Morrisville, southern Wake, and eastern Wake, and surrounding counties) 19 3 22

16. Services providing access to childcare facilities for low-income workers 3 10 13

17. There is a lack of public transportation to and from the airport (including Sunday service) 0 3 3

18. Transit and paratransit should be city-wide in Raleigh 4 0 4

19. Access to local services within small towns and rural areas (e.g. grocery stores) 3 1 4

20. Improve access to employment centers and adult education within county and to outlying counties 6 10 16

Marketing & Information Coordination

21. Single customer information call center for all transportation options 12 4 16

22. Single website expanded to include all transportation resources 1 1 2

23. Consistent travel training across system 3 6 9

24. Consistent training for drivers of special needs population 3 2 5

25. Consumer education on transportation options available 2 3 5

26. Comprehensive accessible (e.g. Spanish-language and large-print) and easy-to-understand transit information materials 2 3 5

27. Coordinated placement of transportation information materials at more locations 0 2 2


28. Regional directory of all public and private transportation providers. 0 2 2

29. More information and training provided to case managers, job coaches, medical staff, and other service providers 3 3 6

30. Better communication of service availability to new and/or transplanted users 2 2 4

31. All regional partners need to work together in changing the negative perception of bus transit/bus dependent population and making transit a choice of preference for more residents 3 2 5

32. Provide incentives for ridesharing and transit 2 7 9

33. A system to coordinate numerous transportation providers, such as a brokerage 0 0 0

Fare Payment Coordination

34. “Capped” or free transportation for elderly 0 1 1

35. Discounts for companions accompanying elderly or special needs riders 0 2 2

36. Simplified payment options for the customer 0 0 0

37. Wider variety of payment options 0 0 0

38. Universal fare card that works on all services 5 3 8

39. Discounted passes for fixed-route services to non-profits serving target populations 4 4 8

40. Private transportation services are too expensive for many 0 0 0

Service Quality

41. Better, more comfortable amenities at bus stops 0 0 0

42. Alternative fuels used by buses and vans 0 1 1

43. Improving system safety and perception of safety 0 2 2

44. Travel time on transit is too long 6 4 10

45. Wait time for return trips on demand response systems is too long 1 1 2

Service Eligibility

46. Many customers in need have difficulty meeting criteria for service/trip, including advanced notice requirements. 4 1 5

47. Eligible customers in need of transportation should be issued a temporary paratransit permit during application review. 0 4 4

48. Many cannot come into office to enroll in programs or purchase tickets 1 5 6

Community Involvement

49. Communicate to economic development staffs, planners about transportation availability in planned developments 1 3 4

50. More input from customers, human services agencies, and transit agencies on regional transportation needs and funding 1 5 6

51. More input should be solicited from outlying communities (esp. those with few transportation options) 6 4 10


NeedRed dots (highest

priority) Blue dots Total

15. Daily services should be expanded to many areas outside of Raleigh (including Morrisville, southern Wake, and eastern Wake, and surrounding counties) 19 3 22

20. Improve access to employment centers and adult education within county and to outlying counties 6 10 16

21. Single customer information call center for all transportation options 12 4 16

13. Demand response service (public or private) in outlying areas 8 5 13

16. Services providing access to childcare facilities for low-income workers 3 10 13

7. Extend emergency ride home services to riders of all systems 6 4 10

44. Travel time on transit is too long 6 4 10

51. More input should be solicited from outlying communities (esp. those with few transportation options) 6 4 10

23. Consistent travel training across system 3 6 9

32. Provide incentives for ridesharing and transit 2 7 9

6. Central hub is needed for all modes (bus, taxi, Greyhound, train, etc.) 6 2 8

38. Universal fare card that works on all services 5 3 8

39. Discounted passes for fixed-route services to non-profits serving target populations 4 4 8

10. Evenings and late-night service 5 2 7

29. More information and training provided to case managers, job coaches, medical staff, and other service providers 3 3 6

48. Many cannot come into office to enroll in programs or purchase tickets 1 5 6

50. More input from customers, human services agencies, and transit agencies on regional transportation needs and funding 1 5 6

1. Reduce transfer wait times 3 2 5

12. Weekend and holiday service 4 1 5

24. Consistent training for drivers of special needs population 3 2 5

25. Consumer education on transportation options available 2 3 5

26. Comprehensive accessible (e.g. Spanish-language and large-print) and easy-to-understand transit information materials 2 3 5

31. All regional partners need to work together in changing the negative perception of bus transit/bus dependent population and making transit a choice of preference for more residents 3 2 5

46. Many customers in need have difficulty meeting criteria for service/trip, including advanced notice requirements. 4 1 5

2. Reduce the numbers of trips that require transfers between services 2 2 4

3. Coordinate frequency of service in corridors served by multiple agencies 3 1 4


4. Coordinate transfers between demand-responsive services and fixed-route services 3 1 4

18. Transit and paratransit should be city-wide in Raleigh 4 0 4

19. Access to local services within small towns and rural areas (e.g. grocery stores) 3 1 4

30. Better communication of service availability to new and/or transplanted users 2 2 4

47. Eligible customers in need of transportation should be issued a temporary paratransit permit during application review. 0 4 4

49. Communicate to economic development staffs, planners about transportation availability in planned developments 1 3 4

17. There is a lack of public transportation to and from the airport (including Sunday service) 0 3 3

8. Coordination with school system for using equipment during mid-day and evenings 0 2 2

9. Coordinate services with and among volunteer and faith-based transportation providers 1 1 2

22. Single website expanded to include all transportation resources 1 1 2

27. Coordinated placement of transportation information materials at more locations 0 2 2

28. Regional directory of all public and private transportation providers. 0 2 2

35. Discounts for companions accompanying elderly or special needs riders 0 2 2

43. Improving system safety and perception of safety 0 2 2

45. Wait time for return trips on demand response systems is too long 1 1 2

11. Mid-day service 1 0 1

14. Access to and within major shopping centers for the elderly. 1 0 1

34. “Capped” or free transportation for elderly 0 1 1

42. Alternative fuels used by buses and vans 0 1 1

5. Centralized dispatching of community transportation and ADA paratransit services 0 0 0

33. A system to coordinate numerous transportation providers, such as a brokerage 0 0 0

36. Simplified payment options for the customer 0 0 0

37. Wider variety of payment options 0 0 0

40. Private transportation services are too expensive for many 0 0 0

41. Better, more comfortable amenities at bus stops 0 0 0Service Coordination

Service Availability

Marketing & Information Coordination

Fare Payment Coordination

Service Quality

Service Eligibility

Community Involvement

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