UTA does not have an ISO process for ADA compliance and coordination

I have just found that the Utah Transit Authority does not have a process either in the Service Delivery area or the Support Processes area, that adequately addresses Americans with Disabilities Act compliance and coordination between departments.

I propose two new categories be added, and in future posts will reference them by their numbers.

Service Delivery:

17. Americans with Disabilities Act Compliance and Coordination.

Support Processes:

16. Americans with Disabilities Act Compliance and Coordination.

These two ISO QPMS and EMS categories will address the needs and expectations of riders who do not qualify for paratransit services and therefore are able to use fixed-route services, which is a fairly substantial number. Includes the elderly who have issues with mobility and are unable to drive to and from destinations within the UTA fixed route system, and do not need Paratransit services.

There are already four ISO QPMS and EMS processes for the paratransit system. See the document I posted a link to earlier.

One of those that reports of issues should go to is UTA's ADA coordinator. Department heads will need to be trained in how to address issues that come up via the customer concerns unit at UTA's call center as well as reports from drivers out on the system. Many at the telephone call center do not fully understand the needs of the disabled simply because of the nature of most call centers. Having worked in one I can see that without a specialist on duty whenever the call center is open to handle concerns, most of the issues brought up will not be properly addressed.

Managers in other departments at UTA will need to coordinate any changes, such as the moving or removal of stops, planning routes, setting up stop amenities, etc., should go through a centralized process to identify issues and where necessary, work with disabled riders, individual drivers, and others such as disability rights advocates, to come up with a workable solution to any given problem. This applies to fixed-route systems only along with TRAX, and does not include fare and pass issues, save for providing convenient locations to procure passes where it is convenient for the disabled to do so.