Get documents about "CTC-STP-LCB Workbook 2008-2009
Document Sample
CTC-STP-LCB
EVALUATION
WORKBOOK
CTC/STP BEING REVIEWED:
COUNTY: TYPE OF REVIEW:
ADDRESS:
CONTACT: PHONE:
EMAIL: REVIEW DATES:
PERSON CONDUCTING THE REVIEW:
CONTACT INFORMATION:
LOCAL COORDINATING BOARD:
REVISED FEBRUARY 2009
QAPE
CTC-STP EVALUATION WORKBOOK
ITEM PAGE
REVIEW CHECKLIST 3
EVALUATION TIMELINE 4
ENTRANCE INTERVIEW QUESTIONS 5
GENERAL QUESTIONS 7
CHAPTER 427, F.S. 10
RULE 41-2, F.A.C. 19
COMMISSION STANDARDS 25
LOCAL STANDARDS 27
AMERICANS WITH DISABILITIES ACT 30
FY GRANT QUESTIONS 36
STATUS REPORT 37
ON-SITE OBSERVATION 39
SURVEYS 40
LEVEL OF COST WORKSHEET # 1 44
LEVEL OF COMPETITION WORKSHEET #2 45
LEVEL OF COORDINATION WORKSHEET #3 47
MEDICAID 49
SECTION III ELIGIBILITY 49
SECTION IV MEDICAID BENEFICIARY SERVICES 51
SECTION V COVERED SERVICES 53
SECTION VI TRANSP. PROVIDER NETWORK 54
SECTION VII QUALITY IMPROVEMENT 59
SECTION VIII GRIEVANCE SYSTEM 60
SECTION IX ADMINISTRATION AND MANAGEMENT 61
SECTION X REPORTING REQUIREMENTS 61
Revised February 2009
Page 2
QAPE REVIEW CHECKLIST & SCHEDULE
COLLECT FOR QAPE REVIEW:
APR Data Pages QA Section of TDSP Last Review (Date: )
List of Omb. Calls LCB Evaluation Status Report (from last review)
AOR Submittal Date TD Clients to Verify TDTF Invoices
Audit Report Submittal Date
ITEMS TO REVIEW ON-SITE:
SSPP Policy/Procedure Manual
Complaint Procedure Drug & Alcohol Policy (see certification)
Grievance Procedure Driver Training Records (see certification)
Contracts Other Agency Review Reports
Budget Performance Standards
Medicaid Documents
ITEMS TO REQUEST:
REQUEST INFORMATION FOR RIDER/BENEFICIARY SURVEY (Rider/Beneficiary
Name, Agency who paid for the trip [sorted by agency and totaled], and Phone Number)
REQUEST INFORMATION FOR CONTRACTOR SURVEY (Contractor Name, Phone
Number, Address and Contact Name)
REQUEST INFORMATION FOR PURCHASING AGENCY SURVEY (Purchasing Agency
Name, Phone Number, Address and Contact Name)
MAKE ARRANGEMENTS FOR VEHICLES TO BE INSPECTED (Only if purchased after
1992 and privately funded).
INFORMATION OR MATERIAL TO TAKE WITH YOU:
Measuring Tape Stop Watch
Revised February 2009
Page 3
EVALUATION TIMELINE
Community Transportation Coordinator/Subcontracted Transportation Provider
(CTC/STP) review timeline:
1. QA Team/PA will send an initiation letter to the CTC/STP 30 days prior to review.
2. CTC/STP will send requested information to the QA Team/PA 15 days prior to review.
3. QA Team/PA will conduct an entrance interview with the CTC/STP, followed by a 2 day
on-site review.
4. QA Team/PA will conduct an exit interview with the CTC/STP.
5. QA Team will submit a draft report to the CTC/STP no later than 30 working days.
6. CTC/STP will have 24 hours to review the report for factual accuracy before the QA
Team issues a final report.
7. CTC/STP will submit a status report to the QA Manager within 15 days of receiving the
final report.
An LCB review will consist of, but is not limited to the following pages:
1 Cover Page
12 Chapter 427.0155 (3) Review the CTC/STP’s monitoring of contracted
operators
13 Chapter 427.0155 (4) Review TDSP to determine utilization of school buses
and public transportation services
19 Insurance
23 Rule 41-2.011 (2) Evaluation of cost-effectiveness of Coordination
Contractors and Transportation Alternatives
25 - 29 Commission Standards and Local Standards
39 On-Site Observation
40 – 43 Surveys
44 Level of Cost - Worksheet 1
45- 46 Level of Competition – Worksheet 2
47 - 48 Level of Coordination – Worksheet 3
An STP review will consist of, but is not limited to the following pages:
1 Cover Page
5 Entrance Interview Questions
7-8 General Questions
12 Chapter 427.0155 (3) Review the CTC/STP’s monitoring of contracted
operators
20 Driver Requirements
30-35 Americans with Disabilities Act
37-38 Status Report
39 On-Site Observation
40 – 43 Surveys
49-61 Medicaid Sections
Revised February 2009
Page 4
ENTRANCE INTERVIEW QUESTIONS
INTRODUCTION AND BRIEFING:
Describe the evaluation process (CTD CTC/STP Contracted Operators, CTD
DOPA/LCB CTC/STP).
The Quality Assurance and Program Evaluation (QAPE) team reviews all CTC/STPs once every
two (2) years to evaluate the operations and the performance of the local coordinator.
We will be reviewing the following areas:
Chapter 427, Rules 41-2 and 14-90, CTD Standards, Local Standards, the Medicaid
contract and ADA Compliance.
Following up on the Status Report from last year and calls received from the Ombudsman
program.
Monitoring of contractors.
Surveying riders/beneficiaries, purchasers of service, and contractors
A Review Report with the findings and recommendations will be completed no later than 30
working days after the review has concluded.
Once the coordinator has received the Review Report, a Status Report is submitted to the
Commission by the CTC/CTD within 15 working days.
Give an update of Commission level activities (last meeting update and next meeting date), if
needed.
USING THE APR, COMPILE THIS INFORMATION:
1. OPERATING ENVIRONMENT: RURAL URBAN
2. ORGANIZATION TYPE: PRIVATE-FOR-PROFIT
PRIVATE NON-PROFIT
GOVERNMENT
TRANSPORTATION AGENCY
3. NETWORK TYPE: SOLE PROVIDER
PARTIAL BROKERAGE
COMPLETE BROKERAGE
4. NAME THE OPERATORS THAT YOUR COMPANY HAS CONTRACTS WITH:
5. NAME THE GROUPS THAT YOUR COMPANY HAS COORDINATION CONTRACTS
WITH:
Revised February 2009
Page 5
6. NAME THE ORGANIZATIONS AND AGENCIES THAT PURCHASE SERVICE FROM THE
CTC/STP AND THE PERCENTAGE OF TRIPS EACH REPRESENTS?
(Recent APR information may be used)
Name of Agency % of Trips Name of Contact Telephone Number
7. REVIEW AND DISCUSS TD HELPLINE CALLS:
Number of calls Closed Cases Unsolved Cases
Cost
Medicaid
Quality of Service
Service Availability
Toll Permit
Other
Revised February 2009
Page 6
GENERAL QUESTIONS
Use the TDSP to answer the following questions. If these are not addressed in the TDSP, follow-up with
the CTC/STP.
1. DESIGNATION DATE OF CTC/STP:
2. WHAT IS THE COMPLAINT PROCESS?
IS THIS PROCESS IN WRITTEN FORM? Yes No
(Make a copy and include in folder)
Is the process being used? Yes No
3. DOES THE CTC/STP HAVE A COMPLAINT FORM? Yes No
(Make a copy and include in folder)
4. DOES THE COMPLAINT FORM INCORPORATE ALL ELEMENTS OF THE CTD’S
UNIFORM SERVICE REPORTING GUIDEBOOK?
Yes No
5. DOES THE FORM HAVE A SECTION FOR RESOLUTION OF THE COMPLAINT?
Yes No
Review completed complaint forms to ensure the resolution section is being filled out and
follow-up is provided to the consumer.
6. IS A SUMMARY OF COMPLAINTS GIVEN TO THE LCB ON A REGULAR BASIS?
Yes No
7. WHEN IS THE DISSATISFIED PARTY REFERRED TO THE TD HELPLINE?
8. WHEN A COMPLAINT IS FORWARDED TO YOUR OFFICE FROM THE OMBUDSMAN
PROGRAM, IS THE COMPLAINT ENTERED INTO THE LOCAL COMPLAINT
FILE/PROCESS?
Yes No
If no, what is done with the complaint?
9. DOES THE CTC/STP PROVIDE WRITTEN RIDER/BENEFICIARY INFORMATION OR
BROCHURES TO INFORM RIDERS/ BENEFICIARIES ABOUT TD SERVICES?
Yes No If yes, what type?
10. DOES THE RIDER/ BENEFICIARY INFORMATION OR BROCHURE LIST THE
OMBUDSMAN NUMBER?
Yes No
Revised February 2009
Page 7
11. DOES THE RIDER/ BENEFICIARY INFORMATION OR BROCHURE LIST THE
COMPLAINT PROCEDURE?
Yes No
12. WHAT IS YOUR ELIGIBILITY PROCESS FOR TD RIDERS/ BENEFICIARIES?
Please Verify These Passengers Have an Eligibility Application on File:
TD Eligibility Verification
Name of Client Address of client Date of Ride Application on
File?
13. WHAT INNOVATIVE IDEAS HAVE YOU IMPLEMENTED IN YOUR COORDINATED
SYSTEM?
14. ARE THERE ANY AREAS WHERE COORDINATION CAN BE IMPROVED?
15. WHAT BARRIERS ARE THERE TO THE COORDINATED SYSTEM?
16. ARE THERE ANY AREAS THAT YOU FEEL THE COMMISSION SHOULD BE AWARE
OF OR CAN ASSIST WITH?
17. WHAT FUNDING AGENCIES DOES THE CTD NEED TO WORK CLOSELY WITH IN
ORDER TO FACILITATE A BETTER-COORDINATED SYSTEM?
18. HOW ARE YOU MARKETING THE VOLUNTARY DOLLAR?
Revised February 2009
Page 8
GENERAL QUESTIONS
Findings:
Recommendations:
Revised February 2009
Page 9
COMPLIANCE WITH CHAPTER 427, F.S.
Review the CTC/STP’s contracts for compliance with 427.0155(1), F.S.
“Execute uniform contracts for service using a standard contract, which includes performance standards for
operators.”
ARE YOUR CONTRACTS UNIFORM? Yes No
IS THE CTD’S STANDARD CONTRACT UTILIZED? Yes No
DO THE CONTRACTS INCLUDE PERFORMANCE STANDARDS FOR THE TRANSPORTATION
OPERATORS AND COORDINATION CONTRACTORS?
Yes No
DO THE CONTRACTS INCLUDE THE PROPER LANGUAGE CONCERNING PAYMENT TO
SUBCONTRACTORS? (Section 21.20: Payment to Subcontractors, T&E Grant, and FY)
Yes No
IS THE CTC/STP IN COMPLIANCE WITH THIS SECTION? Yes No
Operator Name Exp. Date SSPP AOR Reporting Insurance
Revised February 2009
Page 10
COMPLIANCE WITH CHAPTER 427, F.S.
Review the CTC/STP’s last AOR submittal for compliance with 427. 0155(2)
“Collect Annual Operating Data for submittal to the Commission.”
REPORTING TIMELINESS
Were the following items submitted on time?
a. Annual Operating Report Yes No
Any issues that need clarification? Yes No
Any problem areas on AOR that have been re-occurring?
List:
b. Memorandum of Agreement Yes No
c. Transportation Disadvantaged Service Plan Yes No
d. Grant Applications to TD Trust Fund Yes No
e. All other grant application (____%) Yes No
IS THE CTC/STP IN COMPLIANCE WITH THIS SECTION? Yes No
Comments:
Revised February 2009
Page 11
COMPLIANCE WITH CHAPTER 427, F.S.
Review the CTC/STP’s monitoring of its transportation operator contracts to ensure compliance
with 427.0155(3), F.S.
“Review all transportation operator contracts annually.”
WHAT TYPE OF MONITORING DOES THE CTC/STP PERFORM ON ITS OPERATOR(S) AND
HOW OFTEN IS IT CONDUCTED?
Is a written report issued to the operator? Yes No
If NO, how are the contractors notified of the results of the monitoring?
WHAT TYPE OF MONITORING DOES THE CTC/STP PERFORM ON ITS COORDINATION
CONTRACTORS AND HOW OFTEN IS IT CONDUCTED?
Is a written report issued? Yes No
If NO, how are the contractors notified of the results of the monitoring?
WHAT ACTION IS TAKEN IF A CONTRACTOR RECEIVES AN UNFAVORABLE REPORT?
IS THE CTC/STP IN COMPLIANCE WITH THIS SECTION? Yes No
ASK TO SEE DOCUMENTATION OF MONITORING REPORTS.
Revised February 2009
Page 12
COMPLIANCE WITH CHAPTER 427, F.S.
Review the TDSP to determine the utilization of school buses and public transportation services
[Chapter 427.0155(4)]
“Approve and coordinate the utilization of school bus and public transportation services in accordance with the
TDSP.”
HOW IS THE CTC/STP USING SCHOOL BUSES IN THE COORDINATED SYSTEM?
Rule 41-2.012(5)(b): "As part of the Coordinator’s performance, the local Coordinating Board shall also set an
annual percentage goal increase for the number of trips provided within the system for ridership on public transit, where
applicable. In areas where the public transit is not being utilized, the local Coordinating Board shall set an annual
percentage of the number of trips to be provided on public transit."
HOW IS THE CTC/STP USING PUBLIC TRANSPORTATION SERVICES IN THE COORDINATED
SYSTEM?
N/A
IS THERE A GOAL FOR TRANSFERRING PASSENGERS FROM PARATRANSIT TO TRANSIT?
Yes No
If YES, what is the goal?
Is the CTC/STP accomplishing the goal? Yes No
IS THE CTC/STP IN COMPLIANCE WITH THIS REQUIREMENT? Yes No
Comments:
Revised February 2009
Page 13
COMPLIANCE WITH CHAPTER 427, F.S.
Review of local government, federal and state transportation applications for TD funds (all local,
state or federal funding for TD services) for compliance with 427.0155(5).
“Review all applications for local government, federal, and state transportation disadvantaged funds, and develop
cost-effective coordination strategies.”
IS THE CTC/STP INVOLVED WITH THE REVIEW OF APPLICATIONS FOR TD FUNDS, IN
CONJUNCTION WITH THE LCB? (TD Funds include all funding for transportation disadvantaged
services, i.e. Section 5310 [formerly Sec.16] applications for FDOT funding to buy vehicles granted to
agencies who are/are not coordinated)
Yes No
If Yes, describe the application review process.
If no, is the LCB currently reviewing applications for TD funds (any federal, state, and local
funding)? Yes No
If no, is the planning agency currently reviewing applications for TD funds?
Yes No
IS THE CTC/STP IN COMPLIANCE WITH THIS SECTION? Yes No
Comments:
Revised February 2009
Page 14
COMPLIANCE WITH CHAPTER 427, F.S.
Review priorities listed in the TDSP, according to Chapter 427.0155(7).
“Establish priorities with regard to the recipients of non-sponsored transportation disadvantaged services that are
purchased with Transportation Disadvantaged Trust monies.”
REVIEW THE QA SECTION OF THE TDSP (ask CTC/STP to explain):
WHAT ARE THE PRIORITIES FOR THE TDTF TRIPS?
HOW ARE THESE PRIORITIES CARRIED OUT?
IS THE CTC/STP IN COMPLIANCE WITH THIS SECTION? Yes No
Comments:
Revised February 2009
Page 15
COMPLIANCE WITH CHAPTER 427, F.S.
Ensure CTC/STP’s compliance with the delivery of transportation services, 427.0155(8).
“Have full responsibility for the delivery of transportation services for the transportation disadvantaged as
outlined in s. 427.015(2).”
Review the Operational section of the TDSP
1. Hours of Service:
2. Hours of Intake:
3. Provisions for After Hours Reservations/Cancellations?
4. What is the minimum required notice for reservations?
5. How far in advance can reservations be place (number of days)?
IS THE CTC/STP IN COMPLIANCE WITH THIS SECTION? Yes No
Comments:
Revised February 2009
Page 16
COMPLIANCE WITH CHAPTER 427, F.S.
Review the cooperative agreement with the local WAGES coalitions according to Chapter
427.0155(9).
“Work cooperatively with local WAGES coalitions established in Chapter 414 to provide assistance in the
development of innovative transportation services for WAGES participants.”
WHAT TYPE OF ARRANGEMENT DO YOU HAVE WITH THE LOCAL WAGES COALITION?
HAVE ANY INNOVATIVE WAGES TRANSPORTATION SERVICES BEEN DEVELOPED?
IS THE CTC/STP IN COMPLIANCE WITH THIS SECTION? Yes No
Comments:
Revised February 2009
Page 17
CHAPTER 427
Findings:
Recommendations:
Revised February 2009
Page 18
COMPLIANCE WITH 41-2, F.A.C.
Compliance with 41-2.006(1), Minimum Insurance Compliance
“...ensure compliance with the minimum liability insurance requirement of $100,000 per person and $200,000
per incident…”
WHAT ARE THE MINIMUM LIABILITY INSURANCE REQUIREMENTS?
WHAT ARE THE MINIMUM LIABILITY INSURANCE REQUIREMENTS IN THE OPERATOR
AND COORDINATION CONTRACTS?
HOW MUCH DOES THE INSURANCE COST (per operator)?
Operator Insurance Cost
DOES THE MINIMUM LIABILITY INSURANCE REQUIREMENTS EXCEED $1 MILLION PER
INCIDENT?
Yes No
If yes, was this approved by the Commission? Yes No
IS THE CTC/STP IN COMPLIANCE WITH THIS SECTION? Yes No
Comments:
Revised February 2009
Page 19
COMPLIANCE WITH 41-2, F.A.C.
Compliance with 41-2.006(2), Safety Standards.
“…shall ensure the purchaser that their operations and services are in compliance with the safety requirements
as specified in Section 341.061(2)(a), F.S. and 14-90, F.A.C.”
Date of last SSPP Compliance Review______________________, Obtain a copy of this review.
Review the last FDOT SSPP Compliance Review, if completed in over a year, check drivers’ records. If the
CTC/STP has not monitored the operators, check drivers’ files at the operator’s site.
IS THE CTC/STP IN COMPLIANCE WITH THIS SECTION? Yes No
ARE THE CTC/STP’s CONTRACTED OPERATORS IN COMPLIANCE WITH THIS SECTION?
Yes No
DRIVER REQUIREMENT CHART
Driver Last
Name Driver Last CPR/1st Aid Def. Driving ADA Training Other-
License Physical
Sample Size: 1-20 Drivers – 50-100% 21-100 Drivers – 20-50% 100+ Drivers – 5-10%
Revised February 2009
Page 20
Driver Last Last CPR/1st Aid Def. Driving ADA Training Other- Other-
Name Physical
Sample Size: 1-20 Drivers – 50-100% 21-100 Drivers – 20-50% 100+ Drivers – 5-10%
Revised February 2009
Page 21
COMPLIANCE WITH 41-2, F.A.C.
Compliance with 41-2.006(3), Drug and Alcohol Testing
“…shall assure the purchaser of their continuing compliance with the applicable state or federal laws relating to
drug testing…”
With which of the following does the CTC/STP’s (and its contracted operators) Drug and Alcohol Policy
comply?
FTA (Receive Sect. 5307, 5309, or 5311 funding)
FHWA (Drivers required to hold a CDL)
Neither
REQUEST A COPY OF THE DRUG & ALCOHOL POLICY AND LATEST COMPLIANCE
REVIEW.
DATE OF LAST DRUG & ALCOHOL POLICY REVIEW: ___________________
IS THE CTC/STP IN COMPLIANCE WITH THIS SECTION? Yes No
Comments:
Revised February 2009
Page 22
COMPLIANCE WITH 41-2, F.A.C.
Compliance with 41-2.011(2), Evaluating Cost-Effectiveness of Coordination Contractors and
Transportation Alternatives.
“...contracts shall be reviewed annually by the Community Transportation Coordinator and the Coordinating
Board as to the effectiveness and efficiency of the Transportation Operator or the renewal of any Coordination
Contracts.”
1. IF THE CTC/STP HAS COORDINATION CONTRACTORS, DETERMINE THE COST-
EFFECTIVENESS OF THESE CONTRACTORS.
Cost [CTC/STP and Coordination Contractor (CC)]
CTC/STP CC #1 CC #2 CC #3 CC #4
Flat contract rate (s) ($ amount / unit)
Detail other rates as needed: (e.g.
ambulatory, wheelchair, stretcher, out-
of-county, group)
Special or unique considerations that influence costs?
Explanation:
2. DO YOU HAVE TRANSPORTATION ALTERNATIVES? Yes No
(Those specific transportation services approved by rule or the Commission as a service not normally arranged by
the Community Transportation Coordinator, but provided by the purchasing agency. Example: a neighbor providing
the trip)
Cost [CTC and Transportation Alternative (Alt.)]
CTC/STP Alt. #1 Alt. #2 Alt. #3 Alt. #4
Flat contract rate (s) ($ amount / unit)
Detail other rates as needed: (e.g.
ambulatory, wheelchair, stretcher, out-
of-county, group)
Special or unique considerations that influence costs?
Explanation:
IS THE CTC/STP IN COMPLIANCE WITH THIS SECTION? Yes No
Revised February 2009
Page 23
RULE 41-2
Findings:
Recommendations:
Revised February 2009
Page 24
COMPLIANCE WITH 41-2, F.A.C.
Compliance with Commission Standards
“...shall adhere to Commission approved standards…”
Review the TDSP for the Commission standards.
Commission Standards Comments
Local toll free phone number must
be posted in all vehicles.
Vehicle Cleanliness
Passenger/Trip Database
Adequate seating
Driver Identification
Passenger Assistance
Smoking, Eating and Drinking
Two-way Communications
Air Conditioning/Heating
Billing Requirements
Revised February 2009
Page 25
COMMISSION STANDARDS
Findings:
Recommendations:
Revised February 2009
Page 26
COMPLIANCE WITH 41-2, F.A.C.
Compliance with Local Standards
“...shall adhere to Commission approved standards...”
Review the TDSP for the Local standards.
Local Standards Comments
Transport of Escorts and
dependent children policy
Use, Responsibility, and cost of
child restraint devices
Out-of-Service Area trips
CPR/1st Aid
Driver Criminal Background
Screening
Rider Personal Property
Advance reservation requirements
Pick-up Window
Revised February 2009
Page 27
Measurable Standards/Goals Standard/Goal Latest Figures Is the
CTC/Operator
meeting the
Standard?
CTC CTC
Public Transit Ridership
Operator A Operator A
Operator B Operator B
Operator C Operator C
CTC CTC
On-time performance
Operator A Operator A
Operator B Operator B
Operator C Operator C
CTC CTC
Passenger No-shows
Operator A Operator A
Operator B Operator B
Operator C Operator C
CTC CTC
Accidents
Operator A Operator A
Operator B Operator B
Operator C Operator C
CTC CTC
Roadcalls
Operator A Operator A
Operator B Operator B
Average age of fleet:
Operator C Operator C
CTC CTC
Complaints
Operator A Operator A
Operator B Operator B
Number filed:
Operator C Operator C
CTC CTC
Call-Hold Time
Operator A Operator A
Operator B Operator B
Operator C Operator C
Revised February 2009
Page 28
LOCAL STANDARDS
Findings:
Recommendations:
Revised February 2009
Page 29
COMPLIANCE WITH AMERICANS WITH DISABILITIES ACT
REVIEW COPIES OF THE PUBLIC INFORMATION PROVIDED.
DOES PUBLIC INFORMATION STATE THAT ACCESSIBLE FORMATS ARE AVAILABLE UPON
REQUEST?
Yes No
ARE ACCESSIBLE FORMATS ON THE SHELF? Yes No
IF NOT, WHAT ARRANGEMENTS ARE IN PLACE TO HAVE MATERIAL PRODUCED IN
A TIMELY FASHION UPON REQUEST?
DO YOU HAVE TTY EQUIPMENT OR UTILIZE THE FLORIDA RELAY SYSTEM?
Yes No
ARE THE TTY NUMBER OR THE FLORIDA RELAY SYSTEM NUMBERS LISTED WITH THE
OFFICE PHONE NUMBER?
Yes No
Florida Relay System:
Voice- 1-800-955-8770
TTY- 1-800-955-8771
Revised February 2009
Page 30
EXAMINE OPERATOR MANUALS AND RIDER INFORMATION. DO CURRENT POLICIES
COMPLY WITH ADA PROVISION OF SERVICE REQUIREMENTS REGARDING THE
FOLLOWING:
Provision of Service Training Provided Written Policy Neither
Accommodating Mobility Aids
Accommodating Life Support Systems (O2
Tanks, IV's...)
Passenger Restraint Policies
Standee Policies (persons standing on the
lift)
Driver Assistance Requirements
Personal Care Attendant Policies
Service Animal Policies
Transfer Policies (From mobility device to
a seat)
Equipment Operation (Lift and securement
procedures)
Passenger Sensitivity/Disability Awareness
Training for Drivers
RANDOMLY SELECT ONE OR TWO VEHICLES PER CONTRACTOR (DEPENDING ON
SYSTEM SIZE) THAT ARE IDENTIFIED BY THE CTC AS BEING ADA ACCESSIBLE AND
PURCHASED WITH PRIVATE FUNDING, AFTER 1992. CONDUCT AN INSPECTION
USING THE ADA VEHICLE SPECIFICATION CHECKLIST.
INSPECT FACILITIES WHERE SERVICES ARE PROVIDED TO THE PUBLIC
(ELIGIBILITY DETERMINATION, TICKET/COUPON SALES, ETC…).
IS A RAMP PROVIDED? Yes No
ARE THE BATHROOMS ACCESSIBLE? Yes No
Revised February 2009
Page 31
Bus and Van Specification Checklist
Name of Provider:
Vehicle Number (either VIN or provider fleet number):
Type of Vehicle: Minivan Van Bus (>22')
Minibus (<= 22') Minibus (>22')
Person Conducting Review:
Date:
Review the owner's manual, check the stickers, or ask the driver the following:
The lift must have a weight limit of at least 600 pounds.
The lift must be equipped with an emergency back-up system (in case of loss of power to vehicle). Is
the pole present?
The lift must be "interlocked" with the brakes, transmission, or the door, so the lift will not move
unless the interlock is engaged. Ensure the interlock is working correctly.
Have the driver lower the lift to the ground:
Controls to operate the lift must require constant pressure.
Controls must allow the up/down cycle to be reversed without causing the platform to "stow" while
occupied.
Sufficient lighting shall be provided in the step well or doorway next to the driver, and illuminate the
street surface around the lift, the lighting should activate when the door/lift is in motion. Turn light
switch on, to ensure lighting is working properly.
Once the lift is on the ground, review the following:
Must have an inner barrier to prevent the mobility aid from rolling off the side closest to the vehicle
until the platform is fully raised.
Side barriers must be at least 1 ½ inches high.
The outer barrier must be sufficient to prevent a wheelchair from riding over it.
The platform must be slip-resistant.
Gaps between the platform and any barrier must be no more than 5/8 of an inch.
The lift must have two handrails.
The handrails must be 30-38 inches above the platform surface.
The handrails must have a useable grasping area of 8 inches, and must be at least 1 ½ inches wide
and have sufficient knuckle clearance.
The platform must be at least 28 1/2 inches wide measured at the platform surface, and 30 inches
wide and 48 inches long measured 2 inches above the platform surface.
If the ramp is not flush with the ground, for each inch off the ground the ramp must be 8 inches long.
Lifts may be marked to identify the preferred standing position (suggested, not required)
Have the driver bring the lift up to the fully raised position (but not stowed):
When in the fully raised position, the platform surface must be horizontally within 5/8 inch of the
floor of the vehicle.
The platform must not deflect more than 3 degrees in any direction. To test this, stand on the edge of
the platform and carefully jump up and down to see how far the lift sways.
Revised February 2009
Page 32
The lift must be designed to allow boarding in either direction.
While inside the vehicle:
Each securement system must have a clear floor area of 30 inches wide by 48 inches long.
The securement system must accommodate all common wheelchairs and mobility aids.
The securement system must keep mobility aids from moving no more than 2 inches in any direction.
A seat belt and shoulder harness must be provided for each securement position, and must be separate
from the security system of the mobility aid.
Vehicles under 22 feet must have:
One securement system that can be either forward or rear-facing.
Overhead clearance must be at least 56 inches. This includes the height of doors, the interior height
along the path of travel, and the platform of the lift to the top of the door.
Vehicles over 22 feet must have:
Must have 2 securement systems, and one must be forward-facing, the other can be either forward or
rear-facing.
Overhead clearance must be at least 68 inches. This includes the height of doors, the interior height
along the path of travel, and the platform of the lift to the top of the door.
Aisles, steps, and floor areas must be slip resistant.
Steps or boarding edges of lift platforms must have a band of color which contrasts with the
step/floor surface.
Revised February 2009
Page 33
COMPLIANCE WITH AMERICANS WITH DISABILITIES ACT
Table 1. ADA Compliance Review - Provider/Contractor Level of Service Chart
Name of Service Total # of Vehicles # of ADA Accessible Areas/Sub areas
Provider/ Available for Vehicles Served by
Contractor CTC/STP Service Provider/Contractor
BASED ON THE INFORMATION IN TABLE 1, DOES IT APPEAR THAT INDIVIDUALS
REQUIRING THE USE OF ACCESSIBLE VEHICLES HAVE EQUAL SERVICE?
Yes No
Revised February 2009
Page 34
ADA COMPLIANCE
Findings:
Recommendations:
Revised February 2009
Page 35
FY / GRANT QUESTIONS
The following questions relate to items specifically addressed in the FY / Trip and
Equipment Grant.
DO YOU KEEP ALL RECORDS PERTAINING TO THE SPENDING OF TDTF DOLLARS FOR
FIVE YEARS? (Section 7.10: Establishment and Maintenance of Accounting Records, T&E Grant, and
FY _________)
Yes No
ARE ALL ACCIDENTS THAT HAVE RESULTED IN A FATALITY REPORTED TO THE
COMMISSION WITHIN 24 HOURS AFTER YOU HAVE RECEIVED NOTICE? (Section 14.80:
Accidents, T/E Grant, and FY _________)
Yes No
ARE ALL ACCIDENTS THAT HAVE RESULTED IN $1,000 WORTH OF DAMAGE REPORTED
TO THE COMMISSION WITHIN 72 HOURS AFTER YOU HAVE RECEIVED NOTICE OF THE
ACCIDENT? (Section 14.80: Accidents, T/E Grant, and FY __________)
Yes No
Revised February 2009
Page 36
STATUS REPORT FOLLOW-UP FROM LAST REVIEW(S)
DATE OF LAST REVIEW:___________ STATUS REPORT DATED: _____________
CTD RECOMMENDATION:
CTC/STP Response:
Current Status:
CTD RECOMMENDATION:
CTC/STP Response:
Current Status:
CTD RECOMMENDATION:
CTC/STP Response:
Current Status:
Revised February 2009
Page 37
CTD RECOMMENDATION:
CTC/STP Response:
Current Status:
CTD RECOMMENDATION:
CTC/STP Response:
Current Status:
CTD RECOMMENDATION:
CTC/STP Response:
Current Status:
Revised February 2009
Page 38
ON-SITE OBSERVATION OF THE SYSTEM
RIDE A VEHICLE WITIN THE COORDINATED SYSTEM. REQUEST A COPY OF THE
MANIFEST PAGE THAT CONTAINS THIS TRIP.
Date of Observation:
Please list any special guests that were present:
Location:
Number of Passengers picked up/dropped off:
Ambulatory
Non-Ambulatory
Was the driver on time? Yes No, how many minutes late/early?
Did the driver provide any passenger assistance? Yes No
Was the driver wearing any identification?
Badge
No
Did the driver render an appropriate greeting?
Yes No Driver regularly transports the rider, not necessary
If CTC has a policy on seat belts, did the driver ensure the passengers were properly belted?
Yes No
Was the vehicle neat and clean, and free from dirt, torn upholstery, damaged or broken seats, protruding
metal or other objects?
Yes No
Is there a sign posted on the interior of the vehicle with both a local phone number and the TD Helpline
for comments/complaints/commendations?
Yes No
Does the vehicle have working heat and air conditioning? Yes No
Does the vehicle have two-way communications in good working order? Yes No
If used, was the lift in good working order? Yes No
Was there safe and appropriate seating for all passengers? Yes No
Did the driver properly use the lift and secure the passenger? Yes No
If no, please explain:
Revised February 2009
Page 39
CTC/STP: County:
Date of Ride:
Funding Source No. of Trips No. of No. of Calls to No. of Calls
Riders/Beneficiaries Make Made
Medicaid
CTD
Other
Other
Other)
Other
Totals
Number of Round Trips Number of Riders/Beneficiaries to Survey
0 – 200 30%
201 – 1200 10%
1201 + 5%
Note: Attach the manifest
Revised February 2009
Page 40
RIDER/BENFICIARY SURVEY
Staff making call: County:
Date of Call: / / Funding Source:
1) Did you receive transportation service on
2) Where you charged an amount in addition to the co-
3) How often do you normally obtain transportation?
-2 Times/Week -5Times/Week
4) Have you ever been denied transportation services?
No. If no, skip to question # 4
A. How many times in the last 6 months have you been refused transportation services?
-5 Times
-2 Times -10 Times
If none, skip to question # 4.
B. What was the reason given for refusing you transportation services?
5) What do you normally use the service for?
-Sustaining/Other
6) Did you have a problem with your trip on ?
No. If no, skip to question # 6
What type of problem did you have with your trip?
-specify time of wait
Late return pick up - length of wait
- specify - specify length of wait
7) On a scale of 1 to 10 (10 being most satisfied) rate the transportation you have been receiving.
________
8) What does transportation mean to you? (Permission granted by ___________________ for use in
publications.)
Additional Comments:
Revised February 2009
Page 41
Contractor Survey
___________County
Contractor name (optional)
1. Do the riders/beneficiaries call your facility directly to cancel a trip?
Yes No
2. Do the riders/beneficiaries call your facility directly to issue a complaint?
Yes No
3. Do you have a toll-free phone number for a rider/beneficiary to issue commendations and/or
complaints posted on the interior of all vehicles that are used to transport TD riders?
Yes No
If yes, is the phone number posted the CTC/STP’s?
Yes No
4. Are the invoices you send to the CTC/STP paid in a timely manner?
Yes No
5. Does the CTC/STP give your facility adequate time to report statistics?
Yes No
6. Have you experienced any problems with the CTC/STP?
Yes No
If yes, what type of problems?
Comments:
Revised February 2009
Page 42
PURCHASING AGENCY SURVEY
Staff making call:
Purchasing Agency name:
Representative of Purchasing Agency:
1) Do you purchase transportation from the coordinated system?
If no, why?
2) Which transportation operator provides services to your clients?
3) What is the primary purpose of purchasing transportation for your clients?
Medical
Employment
Education/Training/Day Care
Nutritional
Life Sustaining/Other
4) On average, how often do your clients use the transportation system?
7 Days/Week -3 Times/Month
1-2 Times/Week
3-5 Times/Week
5) Have you had any unresolved problems with the coordinated transportation system?
Yes
No If no, skip to question 7
6) What type of problems have you had with the coordinated system?
Advance notice requirement [specify operator (s)]
Cost [specify operator (s)]
Service area limits [specify operator (s)]
Pick up times not convenient [specify operator (s)]
Vehicle condition [specify operator (s)]
Lack of passenger assistance [specify operator (s)]
Accessibility concerns [specify operator (s)]
Complaints about drivers [specify operator (s)]
Complaints about timeliness [specify operator (s)]
Length of wait for reservations [specify operator (s)]
Other [specify operator (s)]
7) Overall, are you satisfied with the transportation you have purchased for your clients?
Yes
No If no, why?
Revised February 2009
Page 43
Level of Cost
Worksheet 1
Insert Cost page from the AOR.
Revised February 2009
Page 44
Level of Competition
Worksheet 2
1. Inventory of Transportation Operators in the Service Area
Column A Column B Column C Column D
Operators Operators Include Trips % of all Trips
Available Contracted in the
System.
Private Non-Profit
Private For-Profit
Government
Public Transit
Agency
Total
2. How many of the operators are coordination contractors?
3. Of the operators included in the local coordinated system, how many have the capability
of expanding capacity?
Does the CTC/STP have the ability to expand?
4. Indicate the date the latest transportation operator was brought into the system.
5. Does the CTC/STP have a competitive procurement process?
6. In the past five (5) years, how many times have the following methods been used in
selection of the transportation operators?
Low bid Requests for proposals
Requests for qualifications Requests for interested parties
Negotiation only
Which of the methods listed on the previous page was used to select the current
operators?
7. Which of the following items are incorporated in the review and selection of
transportation operators for inclusion in the coordinated system?
Capabilities of operator Scope of Work
Age of company Safety Program
Revised February 2009
Page 45
Previous experience Capacity
Management Training Program
Qualifications of staff Insurance
Resources Accident History
Economies of Scale Quality
Contract Monitoring Community Knowledge
Reporting Capabilities Cost of the Contracting Process
Financial Strength Price
Performance Bond Distribution of Costs
Responsiveness to Solicitation Other: (list)
8. If a competitive bid or request for proposals has been used to select the transportation
operators, to how many potential operators was the request distributed in the most
recently completed process?
How many responded?
The request for bids/proposals was distributed:
Locally Statewide Nationally
9. Has the CTC/STP reviewed the possibilities of competitively contracting any services
other than transportation provision (such as fuel, maintenance, etc…)?
Revised February 2009
Page 46
Level of Coordination
Worksheet 3
Planning – What are the coordinated plans for transporting the TD population?
Public Information – How is public information distributed about transportation services in the community?
Certification – How are individual certifications and registrations coordinated for local TD transportation
services?
Eligibility Records – What system is used to coordinate which individuals are eligible for special
transportation services in the community?
Call Intake – To what extent is transportation coordinated to ensure that a user can reach a Reservationist on
the first call?
Reservations – What is the reservation process? How is the duplication of a reservation prevented?
Trip Allocation – How is the allocation of trip requests to providers coordinated?
Scheduling – How is the trip assignment to vehicles coordinated?
Transport – How are the actual transportation services and modes of transportation coordinated?
Dispatching – How is the real time communication and direction of drivers coordinated?
Revised February 2009
Page 47
General Service Monitoring – How is the overseeing of transportation operators coordinated?
Daily Service Monitoring – How are real-time resolutions to trip problems coordinated?
Trip Reconciliation – How is the confirmation of official trips coordinated?
Billing – How is the process for requesting and processing fares, payments, and reimbursements coordinated?
Reporting – How is operating information reported, compiled, and examined?
Cost Resources – How are costs shared between the coordinator and the operators (s) in order to reduce the
overall costs of the coordinated program?
Information Resources – How is information shared with other organizations to ensure smooth service
provision and increased service provision?
Overall – What type of formal agreement does the CTC have with organizations, which provide transportation
in the community?
Revised February 2009
Page 48
Medicaid Section
Section III. Eligibility Compliant Noncompliant
A. Eligibility
1. The STP shall provide transportation to Medicaid
Beneficiaries who are included in the eligible population.
2. The STP shall not provide transportation to Medicaid
Beneficiaries who are not included in the eligible population.
3. The STP shall not provide transportation to Medicaid
Beneficiaries to ineligible services.
Notes:
B. Gate Keeping
1. Medicaid Compensable Trips
a. The STP shall not require written verification from the
Medicaid Beneficiary as to the need for an Urgent Trip or
Medically Necessary Trip
b. To ensure Gate Keeping:
The STP shall deny the Trip request if the Trip is not
Medicaid compensable.
The STP shall deny the Trip request if the Medicaid
Beneficiary does not have an appointment.
The STP may require that the Medicaid Beneficiary
reschedule the requested Medicaid compensable Trip if the
STP is able to confirm that the Trip is not considered Urgent
Care.
c. The STP can require, with exception, a Beneficiary to
seek Medicaid compensable services Medicaid
Beneficiary’s city/community of residence.
d. The STP shall not limit the number of Medicaid
compensable Trips that a Medicaid Beneficiary receives.
e. The STPs may request that a Medicaid Beneficiary
reschedule a Medicaid compensable Trip that is not an
Urgent Trip, up to 15 days.
f. The STP may limit out of county Trips to specific days of
the week.
Notes:
2. Out of State Transportation
The STP shall not require additional confirmation that the
services are available in the State if the Agency authorizes the
trip.
Notes:
3. The STP shall not limit the following trips:
Urgent, Dialysis, Chemotherapy, Wound treatment,
Behavioral Health Care, Prescribed Pediatric Extended Care
centers, or tripe the Agency determines in the best interest of
the Medicaid Beneficiary population.
Revised February 2009
Page 49
Section III. Eligibility Compliant Noncompliant
Notes:
4. The STP shall comply with the following gate keeper
responsibilities:
a. Accept requests for Transportation Services directly from
Medicaid Beneficiaries, adult family members on behalf
of minor Medicaid Beneficiaries, guardians responsible
for Medicaid Beneficiaries, and providers/Licensed
Health Care Professionals on behalf of Medicaid
Beneficiaries.
b. Assure that the Medicaid Beneficiary is a resident of
Florida and is currently Medicaid eligible.
c. Determine if transportation resources exist within the
Medicaid Beneficiary’s Household regularly and/or
specifically for the Trip requested, and may deny a Trip
request if the Medicaid Beneficiary has appropriate
transportation resources in his/her Household.
d. Determine if there is a reason why the Medicaid
Beneficiary cannot utilize his/her own transportation
e. Determine whether any person who does not reside in the
Medicaid Beneficiary’s household can reasonably
provide transportation.
f. Require the use of public transportation, where available
and appropriate, for Medicaid Beneficiaries who are able
to understand common signs and directions.
g. Determine if the Medicaid Beneficiary is ambulatory,
requires a mobility device, or requires a stretcher for
transport.
h. Provide Transportation Services only to a Medicaid
compensable service.
i. Refuse to reimburse the cost of transportation provided
for a Medicaid Beneficiary by any relative or member of
the same household, exclusive of foster parents.
j. Exclude an unavailable nursing home vehicle as an
alternate form of available transportation.
k. Consider information presented by or on behalf of a
Medicaid Beneficiary relative to the need for
Transportation Services upon each such request for
transportation, notwithstanding previous denials of
service.
l. Require that a Medicaid Beneficiary and associated
Attendant/Escort be picked up from, and returned to, a
common address.
m. Ensure that Medicaid is the payor of last resort and that
the Medicaid Beneficiary does not have access to any
other form of transportation service to a Medicaid
compensable service.
Notes:
5. If the STP requires an application process to determine
eligibility for Transportation Services, the
Revised February 2009
Page 50
Section III. Eligibility Compliant Noncompliant
Vendor/Subcontractor shall provide Transportation Services
to all Medicaid Beneficiaries requiring Urgent Trips pending
the Vendor’s/Subcontractor’s final eligibility determination.
Notes:
C. Trips Limiting Procedure
STP’s Trip Limiting Procedure shall contain the following detailed
background information explaining why the Subcontractor feels it
must initiate Trip limits:
1. What STP plans to do to resolve the STP Subcontractor to
request Trip limits;
2. Process for establishing a daily budget;
3. Current Gate Keeping strategies/programs and how the
Subcontractor intends to revise its Gate Keeping
strategies/programs to ensure a swift return to normal
provision of Transportation Services;
4. Costs and an explanation of the STP’s financial situation
5. A copy of the notification the STP proposes to mail to all
affected Medicaid Beneficiaries at least thirty (30) Calendar
Days before the STP plans to initiate its Trip limits;
6. Current daily budget allocation and the STP’s projected daily
budget allocation during the period the STP proposes to limit
Trips; and
7. Date upon which the STP expects to be able to provide
Transportation Services without Trip limits, not to exceed
ninety (90) Calendar Days.
Notes:
Section IV. Medicaid Beneficiary Services Compliant Noncompliant
A. Medicaid Beneficiary Services
1. General Provisions. The STP shall:
a. Have written policies and procedures for the provision of
Transportation Services, as specified in this Contract;
b. Ensure that Medicaid Beneficiaries are aware of their
rights and responsibilities;
c. Have the capability to answer Medicaid Beneficiary
inquiries via written materials, telephone, electronic
transmission, and face-to-face communication;
d. Not charge the CTD, the Agency or Medicaid
Beneficiaries for printing written materials; and
e. Make oral interpretation services available free of charge
to non-English speaking Medicaid Beneficiaries.
Notes:
2. Medicaid Beneficiary Communications
a. Requirements for all Communications
1. The STP shall get all Beneficiary communications
approved by the CTD and the Agency;
2. The STP shall make all written communications
Revised February 2009
Page 51
Section IV. Medicaid Beneficiary Services Compliant Noncompliant
available in accessible formations;
3. The STP shall make all written communications
available in any language spoken by five percent or
more of the total county population;
4. The STP shall provide Medicaid Beneficiary
information in accordance with 42 CFR 438.10;
5. The STP shall ensure all written material is at or near
the fourth grade reading comprehension level.
6. The STP shall provide written notice to the CTD of
any changes to any correspondences, templates for
mass mailings, and/or written materials provided to
Medicaid Beneficiaries.
Notes:
3. Medicaid Beneficiary Communications
The STP shall have a Medicaid Beneficiary Transportation
handbook, in accordance with the Medicaid Contract.
Notes:
B. No Show Beneficiary Education
The STP shall provide the CTD a monthly report listing its No
Show Medicaid Beneficiaries. The No Show Medicaid
Beneficiary report shall include the Medicaid Beneficiary’s name,
phone number, date and time scheduled for transport, and Trip
destination.
Notes:
C. Co-Payments
1. The STP shall explain the co-payment plan in the Medicaid
Beneficiary Transportation Services Handbook.
2. The STP shall not charge a co-payment to the following
Beneficiaries:
a. Medicaid Beneficiaries under 21 years of age;
b. Pregnant women when the Transportation Services
relate to the pregnancy, to any medical condition that
may complicate the pregnancy, or to conditions or
complications of the pregnancy extending through
the end of the month in which the sixty (60) day
period following termination of pregnancy ends.
c. Institutional Care Program Medicaid Beneficiaries
who are required to spend all of the income for
medical cost.
Notes:
D. Cultural Competency
The STP shall comply with the CTD’s Cultural Competency Plan by
providing transportation services in a culturally competent manner to
all Medicaid Beneficiaries.
Revised February 2009
Page 52
Section IV. Medicaid Beneficiary Services Compliant Noncompliant
Does the STP collect this information on the Beneficiary application?
Does the STP display thin information on the manifest?
Notes:
Section V. Covered Services Compliant Noncompliant
A. Covered Services
1. The STP shall ensure the provision of Transportation Services
in sufficient amount, duration, and scope reasonably expected
to achieve the purpose for which the Transportation Services
are furnished.
2. The STP shall not arbitrarily deny or reduce the amount,
duration, or scope of Transportation Services solely because
of a Medicaid Beneficiary’s diagnosis, type of illness, or
condition.
3. The STP shall incorporate all Transportation Provider,
service, and product standards specified in the Agency's Non-
Emergency Transportation Services Coverage & Limitations
Handbooks and the STP's own handbooks into the STP's
Transportation Provider Agreement by reference.
4. The Vendor’s Subcontractors must allow, without charge to
the Escort or Medicaid Beneficiary, one (1) Attendant/Escort
to accompany a Medicaid Beneficiary or group of Medicaid
Beneficiaries who are blind, deaf, mentally disabled, or under
twenty-one (21) years of age.
Upon the request of a Prescribed Pediatric Extended Care
(PPEC) Center, the Subcontractor shall pick up Escorts for
children attending said PPEC at a mutually agreed upon
location from the Medicaid Beneficiary before picking up the
Medicaid Beneficiary who is traveling to the PPEC.
5. The STP must supply Transportation for Medicaid
Beneficiaries when:
The Agency has begun a closure or decertification of a
Nursing Facility and Medicaid Beneficiaries require
Transportation from one Nursing Facility to another or to an
alternate living arrangement or
A Medicaid Beneficiary has a change in level of care that
results in the facility not being certified or equipped to
provide medically required or specialized services and the
Medicaid Beneficiary requires Transportation from one
Nursing Facility to another Nursing Facility or to an
alternative living arrangement.
6. The STP must provide Transportation Services to eligible
Medicaid Beneficiaries for Medicaid compensable services
by using the most appropriate mode of Transportation.
7. The Vendor shall provide Transportation Services and all
related travel expenses, in accordance with 42 CFR 440.170,
pertaining to related travel expenses (including the cost of
meals and lodging).
Notes:
Revised February 2009
Page 53
Section VI. Transportation Provider Network Compliant Noncompliant
A. General Provisions
1. The STP shall maintain a Subcontractor List for each county
in which it provides services.
2. The STP shall notify the CTD of any significant changes to
the STP’s Transportation Provider network in a county.
Notes:
B. Subcontractors
1. Service Standards
a. The STP s shall comply with the following standards for all
vehicles and drivers, excluding volunteer-owned vehicles:
1. Drug and Alcohol Testing
2. FTA’s Safety Standards, if applicable
3. Driver Accountability
Ensure all drivers have a driver license
Ensure all drivers meet locally determined background
screening
4. The Vendor and its Subcontractors shall ensure that
drivers act in a professional manner at all times and shall
perform the minimum levels of service as explained in all
Subcontracts.
5. The STP shall use child safety restraints, if applicable,
where the use of such devices would not interfere with
the safety of a child.
6. The STP shall follow the rules and regulations of the
Americans with Disabilities Act.
Notes:
2. Standards for Commercial and Volunteer Drivers
a. Drivers and/or attendants shall not engage in activities
including, but not limited to, the following:
1. Make sexually explicit comments towards, solicit sexual
favors from, or engage in sexual activity with Medicaid
beneficiaries;
2. Solicit or accept controlled substances, alcohol, or
medications from Medicaid beneficiaries;
3. Solicit or accept money from Medicaid Beneficiaries
other than authorized co-payments;
4. Use alcohol, narcotics, or controlled substances, or be
under their influence, while on duty. A driver/attendant
may use prescription medication so long as he/she can
still perform his/her duties in a safe manner and the
Transportation Provider has written documentation that
the driver’s/attendant’s medication will not impact his/her
ability;
5. Eat or consume any beverage while operating the vehicle
or while providing Transportation Services to Medicaid
Beneficiaries;
6. Smoke or use smokeless tobacco products in the vehicle;
7. Wear any type of headphones while on duty; and/or
Revised February 2009
Page 54
Section VI. Transportation Provider Network Compliant Noncompliant
8. Be responsible for passenger’s personal items.
Notes:
b. At a minimum, drivers/attendants shall:
1. Wear, or have visible, easy to read identification that
identifies the driver/attendant as an employee of the
Transportation Provider;
2. Unless the vehicle has a mechanism by which it can
open and close the door from the inside of the vehicle,
exit the vehicle to open and close vehicle doors when
passengers enter or exit the vehicle;
3. Properly identify and announce their presence at the
entrance of the buildings, or with attending facility staff,
at the specified pick-up location if a curbside pick-up is
not appropriate;
4. Assist Medicaid beneficiaries in seating, including the
fastening of the seat belt when necessitated by a
Medicaid Beneficiary’s condition;
5. Confirm, prior to allowing any vehicle to proceed, that
wheelchairs and wheelchair passengers are properly
secured; and that, when appropriate, passengers are
properly secured in their seat belts;
6. Provide an appropriate level of assistance to Medicaid
Beneficiaries when requested or as needed due to a
Medicaid Beneficiary’s condition.
7. Be clean and maintain a neat appearance while
transporting Medicaid Beneficiaries.
Notes:
3. Vehicle Requirements
a. Maintenance – The STP shall maintain vehicles and
equipment t meet the requirements of the Agreement.
1. Vehicles and all components shall meet or exceed the
manufacturer, state, and federal safety and mechanical
operating and maintenance standards for any and all
vehicles and models used for transportation of Medicaid
Beneficiaries under the terms of the Contract.
2. The STP shall comply with all applicable state and
federal laws including, but not limited to, the Americans
with Disabilities Act (ADA) and the Federal Transit
Administration (FTA) regulations.
3. The Vendor shall ensure that Subcontractors and
Transportation Providers immediately remove from
service any vehicle that does not meet or exceed the
Florida Department of Highway Safety and Motor
Vehicles (DHSMV) licensing requirements, safety
standards, ADA regulations, or contract requirements
and shall re-inspect such vehicle before using it to
provide Transportation Services to Medicaid
beneficiaries.
Revised February 2009
Page 55
Section VI. Transportation Provider Network Compliant Noncompliant
4. The STP shall ensure that STP and Transportation
Providers do not allow vehicles to transport more
passengers than the vehicle was designed to carry
5. The STP shall ensure that all lift-equipped vehicles
comply with ADA regulations.
Notes:
4. Vehicle Inspection
a. The STP shall submit annual documentation certifying that all
vehicles meet the regulatory requirements.
b. All commercial vehicles shall meet or exceed the following
requirements:
1. All commercial Transportation Providers use a two-way
communication system linking all vehicles used in
delivering Transportation Services to Medicaid
Beneficiaries with the Transportation Provider’s major
place of business (dispatcher).
2. The STP shall use the two-way communication system in
such a manner as to facilitate communication and to
minimize the time in which the STP can replace or repair
out-of-service vehicles.
3. Pagers are not an acceptable substitute for a two-way
communication system. The STP shall immediately
remove from service any vehicle with an inoperative two-
way communication system until the STP repairs or
replaces the two-way communication system.
4. The STP shall ensure that:
a. All vehicles are equipped with climate control
systems adequate for the heating and ventilation
needs of both driver and passengers. The STP shall
remove from service immediately any vehicle with a
non-functioning climate control system until the STP
repairs or replaces the system;
b. All vehicles have functioning, clean, and accessible
seat belts, where applicable, for each passenger seat
position and that the seat belts are stored off the floor
when not in use;
c. Each vehicle utilizes child safety seats, where
applicable, that meet all State and federal guidelines.
Each STP must show proof that it has trained its
drivers in the proper installation and use of child
safety seats;
d. All vehicles shall have functional door handles on all
doors;
e. All vehicles shall have an accurate speedometer and
odometer;
f. All vehicles shall have functioning interior light(s)
within the passenger compartment;
g. All vehicles shall have adequate sidewall padding
and ceiling covering;
h. All vehicles shall have two (2) exterior rear view
Revised February 2009
Page 56
Section VI. Transportation Provider Network Compliant Noncompliant
mirrors, one (1) on each side of the vehicle;
i. All vehicles shall have at least one (1) interior mirror
for monitoring the passenger compartment;
j. All vehicle interiors and exteriors are clean and free
of broken mirrors or windows, excessive grime, rust,
chipped paint, or major dents that detract from the
overall appearance of the vehicle;
k. All vehicles have passenger compartments that are
clean, free from torn upholstery or floor coverings,
damaged or broken seats, or protruding sharp edges
and shall also be free of dirt, oil, grease, or litter.
Notes:
C. Minimum Standards
1. Access for Persons with Disabilities – All transportation
facilities open to the public shall have access for persons with
disabilities.
2. Health, Cleanliness, and Safety – All transportation facilities
(or services) owned, operated and/or provided by the STP
and/or Transportation Providers shall have adequate space,
supplies, proper sanitation, and smoke-free transportation
facilities with proper fire and safety procedures in operation.
Notes:
D. Coverage provision
1. The STP shall provide Transportation Service 24 hours per
day, seven days per week. The coverage shall consist of an
answering machine, call forwarding, or STP call coverage.
Trip Scheduling Time Standards
Acknowledgement
Trip Type Reservation Period Period Pick Up Period
Routine Three (3) Business Days At Time of Call As Scheduled
Hospital/Facility Within One (1) Hour Within Three (3) Hours
At Time of Call
Discharges From Time of Call From Time of Call*
Within One (1) Hour Within Three (3) Hours
Urgent Care At Time of Call
From Time of Call From Time of Call*
Emergency
Within One (1) Hour Within Three (3) Hours
Room/Facility At Time of Call
From Time of Call From Time of Call*
Discharges
Within One (1) Hour
Will Call At Time of Call
From Time of Call
Notes:
Revised February 2009
Page 57
Acknowledgement
Trip Type Reservation Period Period Pick Up Period
* Unless otherwise specified in the Contract.
Section VI. Transportation Provider network Compliant Noncompliant
2. The STP shall provide the above listed transportation in a
timely manner, according to the Contract.
Notes:
3. Bariatric Transportation
The STP shall make provision for transportation services to
Medicaid Beneficiaries whose weight exceeds the limits of
the STP’s equipment.
Notes:
4. Nursing home and Behavioral Health Facility Transportation
Services
a. The STP shall provide the appropriate level of
Transportation Services to Medicaid compensable
services for Medicaid Beneficiaries who are residents of
nursing facilities, group homes, behavioral health
facilities, or assisted living facilities.
b. If the Medicaid Beneficiary’s facility provides free
Transportation Services for its residents to receive
medical services, the facility must provide the same
Transportation Services at no charge to Medicaid
Beneficiaries who reside at the facility. If the Medicaid
Beneficiary’s facility provides free Transportation
Services for its residents to receive medical services, the
STP is not required to supply Transportation Services to
the Medicaid Beneficiary.
c. The STP shall ensure that Medicaid Beneficiaries who are
residents of nursing facilities, group homes, behavioral
health facilities, or assisted living facilities receive
Transportation Services that are appropriate to the needs
and condition of the Medicaid Beneficiary.
5. The STP shall have written procedures in place for the
provision of transportation services during inclement weather
conditions and/or declared emergencies as determined by
State, federal, or local officials.
6. The STP shall provide Transportation Services to all eligible
Medicaid Beneficiaries within the STP’s contracted county of
operation.
Notes:
E. Medicaid Beneficiaries needing Transportation Following
Exercise of Baker Act
1. The STP shall not transport a Medicaid Beneficiary from a
Hospital/facility to a Behavioral Health Care facility if the
Medicaid Beneficiary is receiving services pursuant to the
Baker Act.
Revised February 2009
Page 58
Section VI. Transportation Provider network Compliant Noncompliant
2. The STP shall transport a Medicaid Beneficiary that is
receiving services pursuant to the Baker Act if it is a transfer
from a Behavioral Health Facility to a Hospital, facility, or
other destination (including the Medicaid Beneficiary’s
residence) and it is confirmed by the Behavioral Health
Facility that the Medicaid Beneficiary does not pose a threat
of harm to themselves or others during transport.
Notes:
Section VII Quality Improvement Compliant Noncompliant
A. Quality Improvement
1. General Requirement
a. The STP will attend annual “best practices” seminars to
learn how to best coordinate Transportation Services and
meet the needs of this Agreement.
b. The STP shall participate in Quality Improvement
activities to enhance the quality of transportation services
provided to Medicaid Beneficiaries.
Notes:
B. Performance Measures
1. The STP shall report the following information:
a. The number of Accidents per 100,000 miles.
b. The number of Road Calls per 10,000 miles.
c. Average Medicaid Beneficiary call hold times (measured
throughout the year and at different times of the day).
d. The number of Medicaid Beneficiaries delivered to
appointments later than the scheduled appointment time.
e. The number of Medicaid Beneficiary No Shows.
f. The average waiting time for a scheduled pickup.
g. The average travel time that a Medicaid Beneficiary must
remain in a vehicle from the point of pick up to the
destination (broken down by transportation mode).
Notes:
2. Submission and Recording
a. The STP shall require all drivers to record Performance
Measure information on all manifests.
b. The STP shall monitor driver manifests on a monthly
basis by examining a statistically significant sample of
driver manifests to determine timeliness of reporting.
c. Submit all performance Measure information to the CTD.
Notes:
Section VIII Grievance System Compliant Noncompliant
General Requirement
a. The STP shall have a Grievance System in place that includes
Revised February 2009
Page 59
Section VIII Grievance System Compliant Noncompliant
a Complaint process, a Grievance process, an Appeal process,
and access to the Medicaid Fair Hearing system.
b. The STP must develop and maintain written policies and
procedures relating to the Grievance System.
c. The STP shall refer all Medicaid Beneficiaries who are
dissatisfied with the Vendor/Subcontractor or its Actions to
the Vendor’s/Subcontractor’s Grievance/Appeal Coordinator
d. The STP shall provide reasonable assistance to Medicaid
Beneficiaries in completing forms and other procedural steps,
including, but not limited to, providing interpreter services
and toll-free numbers with TTY/TDD and interpreter
capability.
e. The STP must acknowledge, in writing, the receipt of a
Grievance or a request for an Appeal, unless the Medicaid
Beneficiary requests an expedited resolution.
f. The STP shall not allow any of the decision makers on a
Grievance or Appeal who were involved in any of the
previous levels of review or decision-making when deciding
any of the following:
1. An Appeal of a denial that is based on lack of
Medical Necessity; and
2. A Grievance regarding the denial of an expedited
resolution of an Appeal.
g. The STP shall allow the Medicaid Beneficiary, and/or the
Medicaid Beneficiary’s representative, an opportunity to
examine the Medicaid Beneficiary’s case file before and
during the Grievance or Appeal process, including all
Medical Records and any other documents and records.
h. The STP shall consider the Medicaid Beneficiary, the
Medicaid Beneficiary’s representative or the representative of
a deceased Medicaid Beneficiary’s estate as parties to the
Grievance/Appeal.
i. The STP shall maintain, monitor, and review a record/log of
all Complaints, Grievances, and Appeals in accordance with
the terms of this Contract.
j. The STP shall work with the Commission’s
Grievance/Appeals Coordinator to resolve all grievance
related issues.
k. Notice of Action
Notes:
Section IX Administration and Management Compliant Noncompliant
Subcontract Requirements
1. The STP shall comply with all CTD procedures for Subcontract
review and approval submission.
2. All Subcontracts and amendments executed by the STP must be in
writing and signed.
3. The STP shall comply with all State and federal laws regarding
Transportation Provider termination.
Notes:
Revised February 2009
Page 60
Section IX Administration and Management Compliant Noncompliant
Section X Reporting Requirements Compliant Noncompliant
Subcontract Requirements
The STP shall comply with all Reporting Requirements set for by
the Contract with the CTD.
Submit the following reports:
1. Grievance System
2. Annual Financial Audit
3. Trip Travel Expense
4. Safety Compliance Self Certification
5. System Outage Notification
6. Suspected Fraud
7. Critical Incident
8. Minority
Notes:
Revised February 2009
Page 61
