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Eligibility Certification Program Update
Edna Pampy, VTA Accessible Services, provided a brief overview on the Eligibility Certification Program Update. Ms. Pampy noted that the new Eligibility Certification Program contract became effective with disabled services at Orthopedic Hospital on July 1, 2003, and noted that their offices are centrally located at 4030 Moorpark Avenue, Suite 102, in San Jose. Ms. Pampy noted that preplanning, office setup, intensive training and coordination efforts with disabled services at Orthopedic Hospital, Outreach, and VTA staff started months prior to the July 2003 date to ensure a smooth eligibility process for both new and re-certifying applicants. Ms. Pampy noted that the efforts revolved around an effective communication plan were both Outreach and VTA staff sent out mailings to community organizations alerting them to the new eligibility process. Ms. Pampy noted the internal training to VTA Information Service Representatives in customer service and that all of VTAs operators were provided with additional ADA Paratransit Id Card information to advise them of the pass. Ms. Pampy noted that Outreach sent out notices and brochures regarding the re-certification process to inform customers to initiate the re-certification process thru the new certification vendor. Ms. Pampy noted that the re-certification notice process will continue throughout the estimated three-year window for eligibility. Disabled services at Orthopedic Hospital assume sending the notice effective last week and will continue for the duration of the three-year period. Ms. Pampy noted that actual live interviews began on July 21, 2003. Ms. Pampy noted that 95 applicants were interviewed and 85 applicants completed the process. Ms. Pampy added that 59 were new applicants, 21 re-certified applicants. Ms. Pampy noted that a total of 75 applicants were certified eligible and 6 non-eligible. Ms. Pampy noted that l of 6 non-eligible applicants requested an appeal and is scheduled for an appeals interview and functional reassessment later this month in August 2003.
George Tacké, Accessible Services Manager and Staff Liaison, noted that CTA Chairperson Randy Tamez completed the re-certification process. Mr. Tacké noted that the disable services at Orthopedic Hospital sent out 51 re-certification application packets and 719 new application packets for the month of July 2003. Mr. Tacké noted that VTA staff will provide off site presentations regarding the
certification process and how to apply for ADA paratransit services. Mr. Tacké noted that Paulette Mulligan, VTA Accessible Services staff, is staffing the accessible services hotline.
Member Slack queried on how the certification interviews were going. Ms. Pampy noted that the interviews were going well. Member Slack requested updates on the logistical issues of the certification process and queried if the interview information was being maintained. Ms. Pampy noted that the vendor will provide data base information regarding the interview rejections/denials to the CTA Members. Ms. Pampy noted that staff will meet with the vendor regarding an update on the certification process interviews.
Member Otis took her seat at 1:18 p.m.
Member Morrow requested that the Eligibility Certification Program Update presentation be sent out via e-mail to all CTA Committee Members.
Ms. Mulligan provided an update on the accessible services hotline. Ms. Mulligan noted that the hotline has been available since July 8, 2003, and the number is printed on the Eligibility Certification Program brochure. Ms. Mulligan noted a total of 329 calls received in a six-week period. Ms. Mulligan added that 260 calls were related to questions regard individual need for paratransit services and requests for brochures. Ms. Mulligan noted that 23 calls were from agencies and hospitals requesting large amounts of brochures and 18 calls were unrelated to paratransit services. Ms. Mulligan noted 14 calls were complaints. Ms. Mulligan added that Accessible Services was planning to do community outreach with social workers to assists their clients as well to provide correct information regarding paratransit services. Ms. Mulligan noted that a total of 675 certification brochures were mailed out.
Mr. Tacké noted that CTA Chairperson Randy Tamez went through the re-certification process and was re-certified. Mr. Tacké noted that staff is not encouraging the community-at-large to use e-mail or accessibility version to go through the certification process. Mr. Tacké noted that the intention is to use the brochure to fill out the application unless the applicant has a disability that would make this difficult for them to complete the process.
Member Julian requested an Eligibility Certification Program brochure as reference. Mr. Tacké noted that the brochure will be provided.
Ms. Applegate noted that the SVILC has not received a letter regarding the community outreach presentation on the certification process. Ms. Applegate wanted to know how many agencies received the community outreach presentation letter. Ms. Applegate noted her concern with the brochure statement if you are able to use VTA Bus and Light Rail Services then you may not be eligible for VTA Paratransit services. Ms. Applegate added that the brochure statement negates the whole conditional eligibility because individuals have good and bad days and requested clarification on the statement.
Mr. Tacké noted that the brochure statement was discussed at length both at the CTA meeting and workshop. Mr. Tacké noted that staff wanted something to stand out to get the message across that paratransit services are intended for individuals who cant use public transit. Mr. Tacké noted that SVILC is on the mailing list and that 1600 notices were sent out regarding the presentation.
Mr. Tacké noted that several hundred notices were sent out specifically to health care providers, community organizations and service agencies. Mr. Tacké noted that another notice will be mailed on September 2, 2003.
Member Morrow queried on accessible information and requested that the application process be accessible to applicants via the website as well as downloadable files for information. Mr. Tacké noted that operationally and administratively the process works better to have the postcard sent to Orthopedic Hospital. Mr. Tacké noted that the postcard is a simpler process but noted that staff will not deny anyone who needs the accessible process.
Member Morrow requested that staff look into the Federal Government and their guidelines regarding downloadable forms that can be accessible and noted that Orthopedic Hospital can work with on-line services. Mr. Tacké noted that an electronic application can be used to complete the application process.
Member Eljas requested that the accessible services hotline presentation presented by Ms. Mulligan be sent out via e-mail to all CTA Committee Members.
Member Julian expressed his concern regarding accessibility issues and the need to have these issues addressed.
Member Rhodes inquired on how the accessible services hotline is being publicized. Mr. Tacké noted that the accessible services hotline number is in the certification brochure and posted on the Outreach website and VTA website.
Mr. Tacké noted that VTAs customer service number is publicized. Mr. Tacké noted that he would look into the possibility of publicizing the accessible services hotline number.
Member Rhodes expressed her concern regarding receiving the certification application in a zip file. Mr. Tacké noted that the application should have been sent out as an attachment.
Member Jensen queried on the certification brochure statement wording regarding paratransit eligibility and requested clarification and wanted to know if the hotline has received any calls regarding the statement. Ms. Mulligan noted only one call as to date.
Mr. Tacké noted that notices will be mailed out on September 2, 2003, regarding presentation requests on the certification process and paratransit services.
Mr. Tacké noted that requests for the presentation can be made through the accessible services hotline.
Member Rhodes queried on re-certification applicants and if they have to request a certification application brochure. Ms. Pampy noted that the re-certification letters include the certification application. Mr. Tacké noted that the amount of new applicants is higher than normal; therefore, community outreach efforts are paying off. Member Slack queried on the re-certification applicant and if they are notified automatically. Mr. Tacké noted that everyone receives a 90-day notice regarding re-certification. Mr. Tacké added that everyone will receive a 30-day notice reminder as well. Mr. Tacké noted that temporary applicants do not receive notices. Member Rhodes queried on notification by e-mail or phone. Mr. Tacké noted that notification by e-mail is possible but customers will not be notified by phone. Member Morrow requested an update on the program.
Mr. Tacké noted that staff will come back with new information to report to members when significant changes occur or can be provided in staffs report. Member Morrow requested that the information be provided in written form.
Member Stahl inquired on CTA Chairperson Tamezs re-certification interview. Mr. Tacké noted that Chairperson Tamez will provide information to CTA Committee Members regarding the re-certification interview and noted that Chairperson Tamez was re-certified.
Mr. Giuffre queried if he would be receiving his re-certification notification letter. Mr. Tacké noted that 90-day notices will be sent out to remind individuals to initiate re-certification process.
Member Jensen queried if CTA Members can receive a copy of the questions asked at the certification interview. Mr. Tacké noted his concern regarding asking for a copy of the questions and added that staff would like to avoid the intense public scrutiny of questions and answers regarding the certification interview process. Mr. Tacké noted that staff would like to see how the interview process works. Mr. Tacké noted that the vendor is bidding to other companies and probably does not want to tip there card to other competitors regarding their interview questions. Member Morrow cautioned staff regarding usage of the word scrutinize and noted that the CTA Members are not scrutinizing but are informed consumers. Member Slack queried on the application and wanted to know if the same questions on the application are asked at the interview. Mr. Tacké noted that the questions they ask are related to day-to-day activities. Mr. Tacké noted that a set of core questions are asked then there are a set of different questions and that the goal is to confirm eligibility. Member Slack hopes that the certification interview does not come across as intimidating. Mr. Tacké responded that the interview itself may be intimidating to the applicants because of the personal questions being asked but noted that the vendor is service oriented and trying to get basic answers to questions to make an assessment.
Member Eljas noted that she is unable to fill out an application brochure. Mr. Tacké noted that she could fill out an electronic version of the brochure application. Member Eljas queried on how an individual would know about alternative versions of the brochure application for individuals with disabilities. Mr. Tacké noted that they would have to call the hotline or accessible services to inquire. Mr. Tacké noted that SVILC teach, educate, and orientate people to advocate for their own needs. Member Julian noted that he is unable to fill out forms or use a computer he uses voice recognition and queried on who he could contact to help him fill out the brochure. Mr. Tacké noted that staff does not have the answer and that staff is doing their best to make these products available to the community. Mr. Tacké noted that staff does recognize that people have a broad range of needs and staff is able to handle a portion. Member Julian noted that someone could tape record the answers to process the application brochure. Member Otis noted that she has a problem with lengthy applications and that the issue has been resolved by someone willing to take the application over the phone. Mr. Tacké noted that staff may be able to perform some duties. Member Julian noted that staff could contact an organization and train the individuals to help with the function. Mr. Tacké noted staff will look into this issue.
On order of Vice Chairperson Grant, there being no objection, the Eligibility Certification Program Update was received and filed.
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