No-Show Policy

No-Show Policy

IVT MedTrans No Show/Late Cancellation Policy
September 2017

Background

Imperial County Transportation Commission (ICTC) offers a non-emergency demand response transportation service to access medical facilities in the San Diego area, from pick up points in Imperial Valley. The demand response service is called IVT MedTrans. A demand response service is a public transit service based on a request for transportation where the vehicle does not follow a fixed-route. The goal of IVT MedTrans is to provide mobility options for the transit dependent and persons with disabilities for medical care and services not available in Imperial Valley.

The Imperial County Transportation Commission (ICTC) who has oversight of the IVT MedTrans program, has developed the following policy and administrative process for addressing no-shows and late cancellations.

Definitions

No Show

 A “No-show” shall be recognized as a passenger who fails to appear and fails to board the vehicle during his/her scheduled pick-up time* within the standard “5 minute wait time.” The bus is required to wait up to 5 minutes for an individual upon scheduled bus arrival. If a rider calls within 30 minutes of a scheduled pickup time to cancel his or her trip, the cancellation will be counted as a “No-show.” 

*Pick-up time pertains to both Imperial County and San Diego County locations.

San Diego County No Show Procedure

During the 5 minute wait time, IVT MedTrans dispatch will attempt to contact the passenger if they are not present at the pick-up location, no less than two times. Once the passenger has been confirmed as a No Show, the bus will proceed on with it’s scheduled route and the return trip for that passenger(s) may be forfeited.

Late Cancellation

Morning Trips to San Diego:
A “Late Cancellation” shall be recognized as a passenger who fails to cancel the appointment for pick-up at least by 6pm the day before the scheduled pick-up time.

Afternoon Trips from San Diego:
A “Late Cancellation” shall be recognized as a passenger who fails to cancel the appointment for pick-up at least one (1) hour before the scheduled pick-up time. 

Policy

Individuals with No-Shows/Late Cancellations shall be sanctioned or suspended from service according to the following guidelines. 
Because the service provided by IVT MedTrans is so important to many people, we must enforce a suspension policy to ensure that trip resources are available to everyone.

ANY passenger who has three (3) or more unexcused no shows or no shows 10% of their scheduled trips (whichever is greater) within a calendar month will be suspended from using these services for one month (30 days). 

Any passenger who incurs a no show may contact IVT MedTrans management in order to have any no-show removed due to a circumstance which was beyond the rider’s control.

First Occurrence: If an individual has one No-Show/Late Cancellation, IVT MedTrans staff shall contact the individual by telephone to determine if there was a reason the reserved trip was missed and document the occurrence, at which time the 30 day time frame begins.

Second Occurrence: If an individual has a second No-Show/Late Cancellation within thirty (30) operating days of the first No-Show/Late Cancellation incident, the ICTC shall mail a letter to the individual notifying the individual that a second No Show/Late Cancellation has been recorded and that a third No-Show/Late Cancellation within thirty (30) operating days of the first incident will result in suspension of their paratransit service for thirty (30) calendar days.

Third Occurrence: If an individual has a third No Show/Late Cancellation within thirty (30) days of the first No-Show/ Late Cancellation the individual shall be suspended for thirty (30) days. A letter will be sent by ICTC stating the dates that service will be suspended and when service will resume.

Fourth Occurrence: If an individual has a fourth No Show/Late Cancellation within 30 days of the date that suspended paratransit service is resumed, a letter will be sent by ICTC and shall suspend service to the individual for a six month period. The six month period will be effective from the date of said letter.

Fifth Occurrence: In the event of a fifth No Show/Late Cancellation within 30 days of the date that suspended paratransit service is resumed following the six month suspension, a letter will be sent by ICTC and individual shall be suspended 1 year (12 months) from the paratransit service.

Method

During suspension of IVT MedTrans Service, ICTC shall take the following steps:

  1. Notify the individual in writing that ICTC is suspending their service.
  2. The suspension will cite with specificity the basis of the proposed suspension and setting forth the proposed sanction.
  3. Provide written notification and guidance on the IVT MedTrans No Show and Late Cancellation Policy Appeals Process.

IVT MedTrans                  Imperial County Transportation Commission
792 E. Ross Rd.               1405 N. Imperial Ave. Suite 1
El Centro, Ca. 92243        El Centro Ca. 92243
760-337-1766                   760-592-4494

Download the Rider Notice Here.