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Baseline Industry Standards& Best Practice SuggestionsSPECIALIZED TRANSPORTATIONPROVIDERS2016TABLE OF CONTENTSGuiding Definitions . P 2Insurance . . P 4Operator . . P 5Vehicle . . P 81

Background Definitions and AssumptionsSPECIAL TRANSPORTATION NEEDS - RCW – 81.66.10 (3)Excerpt – “Persons with special transportation needs” means those persons, including theirpersonal attendants, who because of physical or mental disability, income status, or age areunable to transport themselves or to purchase appropriate transportation.ADDITIONAL FACTORSCommunity Transportation Association of the Northwest recognizes the following alsocontribute to special transportation needs:- Geographic location- Availability of transportation options- Familial, custodial, guardian status – i.e. parent is transporting childrenPROVIDERS OF TRANSPORTATION TO PERSONS WITH SPECIALTRANSPORTATION NEEDSCommunity Transportation Association of the Northwest recognizes transportation options forpeople with “Special Transportation Needs” can be provided by all of the following: Publictransit, paratransit, transportation network/rideshare companies (Uber/Lyft), friends/family,neighbors, churches, community organizations, volunteers, private companies, nonprofits,senior centers, assisted living organizations, veterans’ programs, taxi companies, limousine andtown car companies, shuttles, ferries, trains, government agencies, planes, helicopters,ambulances, school buses, and private cars.Application and Development of Best Practices and StandardsA committee of transportation providers, brokers, transits, and government agenciesresearched current and existing contract regulations and incorporated the latest best practicesfrom field experience into the recommendations. It is assumed ‘Best Practices’ and ‘Standards’will evolve as the industry evolves.2

This information is designed for use by any business or organization providing “SpecializedTransportation”, with particular emphasis on businesses or organizations where transportationis a direct service or major component of the programming and where there is a financialcontract or agreement to provide the service. It designed as a “Professional Standard” that canbe adapted to meet organizational and customer/client/passenger needs.A Specialized Transportation Provider (AKA Supported MobilityTransportation Provider): Has a vehicle designed or specially enhanced to meet various mobility capacities andneeds (seating, ramps, accessible loading, etc.); Has a driver who has received training to work with various populations, including thoseliving with various abilities, mental and cognitive capacities, and those from variousbackgrounds; Has internal rules and regulations designed to promote safety; Provides Location/Destination specific options, including pick-up and drop-off; Includes up to door-to-door, door-through-door, and hand-to-hand services (above andbeyond curb-to-curb).Areas of Best Practices and Standards Insurance Operator/Drivers Vehicles and Inspections3

INSURANCEAMOUNTSBASELINE INDUSTRY STANDARDS INSURANCE TYPECARRIER RATINGBEST PRACTICE SUGGESTIONSCommercial & General Liability Policy1,000,000 Occurrence Limit2,000,000 General Aggregate LimitoBusiness Auto Liability Insurance1,000,000 Combined Single Limit (CSL) forall owned, hired, leased and non-ownedvehiclesoLoading & Unloading CoverageInsurance coverage must include Loadingand Unloading Coverage and cannot limitcoverage to a certain premises. Thisincludes “ bodily injury to any personbeing transported or assisted from theplace where there accepted for movementin an “auto” or from an “auto” to theplace where they are finally delivered ”ooo Worker’s CompensationCompliant with all applicable stateWorker’s Compensation, occupationaldisease, occupational health and safetylaws and regulations; All employee driversshall be covered under Washington Laborand Industry Policies or by private carrier. All insurance policies shall be written onan “Occurrence” or “Per Occurrence”basis. Provider shall provide, upon request,certification of the coverage requiredunder this section. B ooooooSexual Abuse andMolestation CoverageEmployment PracticesLiabilityDirectors & OfficersLiabilityFiduciary LiabilityEmployee BenefitsLiabilityCyber LiabilityCrime CoverageUninsured/UnderinsuredMotorist CoverageProperty CoverageUmbrella/Excess LiabilityA Best’s Report rating ofB , Class VII, or better,Surplus Lines insurancecompanies should have aA-, Class VII, or better.4

OPERATORSQUALIFICATIONSTRAININGBASELINE INDUSTRY STANDARDS Have a Valid Driver’s License recognizedby the States of Washington, Oregon andIdaho. Be able to operate a vehicle in accordancewith manufacturer recommendations, andall local, state and federal laws.BEST PRACTICE SUGGESTIONSoAbilities to communicatein the predominatelanguage(s) of thegeographic serviceregion, including English.oKnowledge of theGeographic Serviceregion. Have at least 5 years of driving experience. Be able to document informationaccurately, and communicate clearly onradio and in person.oHave at least 3 yearsdriving experience in theUnited States. Obtained prior to hire and annually,maintain a DMV record with: no morethan 3 moving violation convictions in thelast 3-year period; no “Driving Under theInfluence” convictions in the last 5-yearperiod; and no more than 1 at-faultaccident in the last 24-months.oHave no more than 2moving violationconvictions in a 3-yearperiod.oBe able to maintain a preemployment and annualfingerprint level CriminalBackground Check inaccordance with RCW43.43.830 and WAC388.112.0020.oChild Safety Restraint(Child Safety Seats)CDL (if applicable)Technology & DistractedDrivingHIPAA Be able to pass a pre-employmentfingerprint level background check andannual Criminal Background Check with noconvictions in accordance with RCW43.43.830 and WAC 388.112.0020. Maintain annual “Fit for Duty” certificationfrom a recognized physician or throughself-declaration. Successfully complete training in theareas of: Accident, Incident Reporting Passenger Assistance & Customer Service,including no less than: working withdisabled youth and adults; de-escalationtechniques; working with aging adults;working with populations with lowerincomes; working with people who have amental health diagnosis; and passenger-ooo5

appropriate loading and unloadingtechniques.PROFESSIONALCONDUCT &ORGANIZATIONPOLICIES Wheelchair and Mobility DeviceSecurement CPR/FIRST AID Biohazards & Blood Borne Pathogens Vehicle Evacuation Procedures, to includeFire Suppression and Client/DriverEvacuation-First Procedures Mandatory Reporting Confidentiality and Documentation Drug and Alcohol Abuse Awareness ID Badge, including name or ID number,picture and name of organization must beworn or prominently displayed in thevehicle. Adherence to drug and alcohol policieswhich include at the minimum: preemployment testing and post-accidenttesting consistent with FTA guidelines. Maintain confidentiality of passengers. Maintain smoke-free public spaces asrequired by Washington State Law. Follow Mandatory Reporting for Abuseand Neglect requirements provided byWashington State Department of Socialand Health Services, the WashingtonAdministrative Code, and the RevisedWashington Code. Adopt an Americans with Disabilities Actcompliance Service Animal Policy which isreadily available to customers, clients andpassengers.oMaintain drug andalcohol-free standards setby the Federal TransitAdministration, whichincludes random testing.oMaintain a harassmentfree environment.oProvide courteous andpolite customer service.oAdhere to professionalconduct standards,including ethicalboundaries,nondiscrimination, andcustomer service.oAdopt organizationalpolicies pertaining to:-Drug and Alcohol TestingHarassment ntReportingReporting of License6

-DOCUMENTATION Pre-employment application, fingerprintbackground check and DMV record; Copyof Driver’s License; DMV Record for allyears of employment; documentation ofpre-employment and annual backgroundchecks; Signed receipt of compliance withminimum qualifications and organizationalpolicies. Documentation of completed mandatorytrainings Documentation of pre-employment andany post-accident drug/alcohol testing Copy of ID BadgeSuspension or Revocation,or ConvictionsDriver er ComplaintProcessShared-Ride PoliciesNo-Show/CancellationPoliciesSeatbelt UsageCustomer/PassengerRights and ResponsibilitiesReasonableAccommodationsPassenger EligibilitySafety MeetingAttendanceCDL Level (if applicable)Mileage ReimbursementEmergency PreparednessPhysicalsCell phone, personalelectronic devicesMediaPassenger ComplaintMediation7

VEHICLESINSPECTIONSBASELINE INDUSTRY STANDARDS Inspections must be completed by aCertified Mechanic. Initial inspections must be completed priorto a vehicle joining the fleet. Complete inspections include thefollowing points (included in attachmentA). Complete inspections must be completedfor each vehicle periodically.BEST PRACTICE SUGGESTIONSoComplete inspections bya Certified Mechanicshould be conductedannually; Use of Mileageintervals to determineperiodic inspectionfrequency should bebased on OEMspecifications.ATTACHMENT A(This inspection should be completed on each vehicle used for specialized transportation services prior to the vehicle joining the fleet andperiodically thereafter. Each of the following must meet or exceed Manufacturer and Federal Transit Administration (FTA) guidelines*.)*Highlighted for Vehicles with Enhanced Communication or Mobility Equipment Only Body and sub frame are free of significant/substantive damage, all bolts areBODY & EXTERIORtightened and meet minimum requirements Company name, logo and vehicle number are present, visible and legible Hood, trunk and door latches are fully functioning Vehicle is clean and free of debris Springs and shock absorbers are in place and fully functional Brake system is fully operationalBRAKING SYSTEM Brake pads, rotors, lines and components meet minimum safety standards Brake pedal is firm and provides complete stops Emergency (parking) brake is completely operational, and hold vehicle withthrottle engaged Brake percentages meet minimum safety guidelines 2-way communication system is in If a camera system is in place,COMMUNICATIONplace and fully functional. Thisensure camera system is inSYSTEM &CAMERASsystem must provide continuousworking order.communication between theoperator and dispatch and beutilized in accordance RCW:46.61.667. All doors and windows are fully functional, free of cracks or damage, and areDOORS &able to be securedWINDOWS Door handles, latches and hinges are fully operational Emergency exits have clear signage and directions for useEMERGENCY EXITS Emergency exits are fully functional Emergency alarm, lighting and signs are fully functional 8