Pace Suburban Bus Division of the Regional Transportation Authority

**Arlington Heights, Illinois**

![](media/image1.png){width="1.895138888888889in"
height="0.7368055555555556in"}

**Summary of Observations**

###### Assessment of Stop Announcement {#assessment-of-stop-announcement .unnumbered}

**and Route Identification Efforts**

**&**

**Assessment of Lift Reliability and Maintenance**

**July 22-25, 2002**

**Prepared for**

**Federal Transit Administration**

**Office of Civil Rights**

**Washington, DC**

**Prepared by**

**Planners Collaborative, Inc.**

**with**

**Multisystems, Inc.**

#######  {#section .unnumbered}

####### March 4, 2003 {#march-4-2003 .unnumbered}

Contents

[I. Introduction 2](#introduction)

[A. Overview of the Assessment 2](#overview-of-the-assessment)

[B. Overview of Pace 3](#overview-of-pace)

[II. Summary of Findings 8](#summary-of-findings)

[A. Findings Regarding Stop Announcements
8](#findings-regarding-stop-announcements)

[B. Findings Regarding Route Identification
8](#findings-regarding-route-identification)

[C. Findings Regarding Lift Maintenance & Reliability
9](#findings-regarding-lift-maintenance-reliability)

[III. Assessment of Stop Announcement and Route Identification Efforts
10](#__RefHeading___Toc21416450)

[A. Purpose of the Stop Announcement Assessment
10](#purpose-of-the-stop-announcement-assessment)

[B. Overview of the Stop Announcement Assessment
10](#overview-of-the-stop-announcement-assessment)

[C. Observations of On-Board Stop Announcements
11](#observations-of-on-board-stop-announcements)

[D. Findings and Recommendations Regarding Stop Announcements
16](#findings-and-recommendations-regarding-stop-announcements)

[E. Purpose of the Route Identification Assessment
17](#purpose-of-the-route-identification-assessment)

[F. Overview of the Route Identification Assessment
17](#overview-of-the-route-identification-assessment)

[G. Observations of Route Identification Efforts
17](#observations-of-route-identification-efforts)

[H. Findings and Recommendations Regarding Route Identification Efforts
20](#findings-and-recommendations-regarding-route-identification-efforts)

[IV. Assessment of Lift Reliability and Maintenance
22](#assessment-of-lift-reliability-and-maintenance)

[A. Purpose of the Lift Reliability and Maintenance Assessment
22](#purpose-of-the-lift-reliability-and-maintenance-assessment)

[B. Overview of the Lift Reliability and Maintenance Assessment
23](#overview-of-the-lift-reliability-and-maintenance-assessment)

[C. Observations of Lift Reliability & Maintenance
24](#observations-of-lift-reliability-maintenance)

[D. Findings and Recommendations 33](#findings-and-recommendations)

**ATTACHMENTS**

> Attachment A Pace Response
>
> Attachment B On-site Assessment Schedule
>
> Attachment C Accessible Fixed Route Bus Services Brochure
>
> Attachment D Training Bulletins
>
> Attachment E FTA ADA Information Bulletin Volume 1 -- Questions and
> Answers Concerning Common Wheelchairs and Public Transit
>
> Attachment F Pace Service Report Form
>
> Attachment G Policies and Notices: Stop Announcements
>
> Attachment H Assessment Review Forms
>
> Attachment I Policies and Notices: Lift Use & Wheelchair Securement
>
> Attachment J Sample Maintenance Forms & Reports

# Introduction

## Overview of the Assessment 

The Federal Transit Administration (FTA) is responsible for ensuring
compliance with the Americans with Disabilities Act of 1990 (ADA) and
the U.S. Department of Transportation (USDOT) regulations (49 CFR Parts
27, 37, and 38) that implement this civil rights law. As part of its
compliance efforts, FTA, through its Office of Civil Rights, conducts
periodic assessments of fixed route transit services operated by
grantees. In a letter dated June 13, 2002, FTA notified the Pace
Suburban Bus Division (Pace) of the Regional Transportation Authority
(RTA) that a fixed route assessment had been scheduled for July 22-25,
2002. The review would include:

1.  An assessment of stop announcement and route identification efforts,
    and

2.  An assessment of fixed route lift reliability and maintenance.

Planners Collaborative, Inc. of Boston and Multisystems, Inc. of
Cambridge, Massachusetts conducted the assessments. Rosemary Mathias, of
Multisystems, Inc., served as the assessment team leader. Russell
Thatcher of Multisystems and Terry Regan of Planners Collaborative
assisted with the review. An assessment schedule is included as
Attachment B.

The stop announcement and route identification fieldwork began Monday,
July 22, 2002. The opening conference was held on Tuesday, July 23,
2002. In addition to Ms. Mathias, the following Pace representatives
attended the opening meeting.

-   Thomas J. (T.J.) Ross, Executive Director

-   Melinda Metzger, Deputy Executive Director, Revenue Services

-   Ellen Champagne, General Counsel

Roberta Wolgast, Equal Opportunity Specialist for the FTA Office of
Civil Rights, participated in the opening conference via telephone
conference call. Mr. Thatcher was conducting a review of the West
Division maintenance facility and Mr. Regan was conducting part of the
stop announcement field assessment at the time of the opening
conference. Two FTA regional staff members also observed service by
riding with consumers on Tuesday.

The exit conference was held on Thursday, August 25, 2002. In addition
to Ms. Mathias,

Mr. Thatcher, and Mr. Regan, the following Pace representatives attended
the exit conference.

-   Thomas J. (T.J.) Ross, Executive Director

-   Melinda Metzger, Deputy Executive Director, Revenue Services

-   Ellen Champagne, General Counsel

Ms. Wolgast and Rebecca Tanrath, FTA Region VIII Civil Rights Officer
and Acting Region V Civil Rights Officer, participated in the exit
conference via telephone conference call.

Ms. Tanrath also participated in the stop announcement assessment on
Monday.

Part II of this report summarizes the assessment findings. Part III
describes the results of the Assessment of Stop Announcement and Route
Identification Efforts. Part IV describes the results of the Assessment
of Lift Reliability and Maintenance.

Pace was given a draft copy of the assessment report for review and
response. A copy of the correspondence received from Pace documenting
the transit agency's response to the draft report is included as
Attachment A.

The remainder of this section provides an overview of the transportation
services provided by Pace.

## Overview of Pace 

Pace provides fixed route, ADA Complementary Paratransit, vanpool, and
special-event bus service throughout Chicago's six-county suburban
region including: DuPage, Kane, Lake, McHenry, Will and suburban Cook
counties. The area encompasses 210 municipalities.

Pace was created by reform legislation in late 1983, and began operating
in mid-1984. The other two service boards under the Regional
Transportation Authority (RTA) are the Chicago Transit Authority (CTA),
which runs buses and trains in Chicago, and Metra, the suburban rail
service. The RTA is a financial review, oversight, and planning agency.
Pace is governed by a

12-member Board of Directors composed of current and former suburban
village presidents and city mayors.

Pace is the 14^th^ largest bus service in the United States and Canada,
serving a population of 5.2 million. The service area covers 3,446
square miles, 15 times the size of Chicago. Pace currently operates a
fleet of 676 buses (620 or 92% of which are accessible). Annually, Pace
carries more than 37 million passengers on 240 routes, with an average
weekday ridership of about 130,000. By the end of 2002, all buses and
fixed routes are expected to be fully accessible. Currently, all weekend
routes and 192 weekday routes are fully accessible. The FY 2002
operating budget is \$131.1 million, with 40% covered by fare box
revenue. The remainder is funded by public subsidies, mostly local sales
taxes. The FY 2002 capital budget is \$59 million.

In 2001, Pace launched a \$14.7 million Intelligent Bus System (IBS)
project, which is scheduled to be fully operational by late 2003.
Improved efficiency, reduced waiting times, and increased ridership are
key expected benefits from this state-of-the-art system. IBS also will
provide automated bus stop announcements and route identification for
fixed route service.

Pace operates fixed route service out of nine divisions and has
operating contracts with three public and six private carriers. The nine
Pace operating divisions include:

-   **Fox Valley (North Aurora) -** The Fox Valley Division serves the
    Aurora and Naperville areas. The 56,800 square foot facility was
    constructed in 1994.

-   **Heritage (Joliet) -** This division serves the Southwest Suburbs
    including Joliet. The 55,000 square foot facility was constructed in
    1985.

-   **North (Waukegan) -** The North Division serves Waukegan and the
    far northern suburbs. The 57,800 square foot facility was
    constructed in 1987.

-   **North Shore (Evanston) -** The North Shore Division serves
    Evanston and the northern suburbs. The 81,500 square foot facility
    was constructed in 1995.

-   **Northwest (Des Plaines) -** The Pace Northwest Division serves Des
    Plaines and the northwest suburbs. The 82,700 square foot facility
    was constructed in 1962.

-   **River (Elgin) -** The Pace River Division serves the Greater Elgin
    Area and several far western suburbs. The 63,000 square foot
    facility was constructed in 1989.

-   **South (Markham)** - The Pace South Division serves the South Cook
    County and DuPage County suburbs. The 191,000 square foot facility
    was constructed in 1988.

-   **Southwest (Bridgeview) -** The Pace Southwest Division serves the
    Bridgeview area and DuPage County suburbs. The 81,500 square foot
    facility was constructed in 1994.

-   **West (Melrose Park) -** The West Division serves western Cook
    County and DuPage County suburbs. The 221,570 square foot facility
    was constructed in 1986.

A copy of the Accessible Fixed Route Bus Service brochure is included in
Attachment C.

### Training {#training .unnumbered}

New Pace bus drivers receive approximately five weeks of training,
depending on prior experience and observed performance. An outline of
the training program and copies of training bulletins including
Quarterly Refresher Training are included in Attachment D. The first two
weeks of training are centralized. They include information on Pace
operating procedures, defensive driving, and customer relations. ADA and
passenger assistance techniques are taught during the second week of
training. The ADA materials are integrated into the other customer
relations' materials. The ADA training includes videos, discussions, and
role-playing. One trainer, who often assists with the course, is an RTA
employee who uses a wheelchair. Topics covered that relate to this
assessment include stop announcement policies, lift/ramp use, and
securement use. The training materials do not reference ADA
route/vehicle identification requirements.

The last three weeks are spent at the trainees' assigned divisions.
Because separate collective bargaining units represent each division,
few drivers transfer between divisions. Each division has one or two
trainers who work with their trainees and active drivers to provide
information on all aspects of the job, including wheelchair boarding and
alighting, securement use, stop announcements, and related issues. Each
driver is taught the details of the routes operated by his or her
assigned division.

Pace is in the process of retrofitting its wheelchair securement
systems, moving away from the four-point Q-Straint securements to an
integrated system developed by American Seating. The system, which will
be installed in all new buses, includes straps that are anchored to the
floor, rather than loose straps that must be stored and retrieved from a
box. A Pace innovation is provision of a mock-up of the new securement
system at each division so that it can be used to train drivers. Pace
also houses a variety of mobility devices at each division for use in
training.

In addition to providing training to new hires, Pace issues bulletins
and conducts mandatory 30-minute paid refresher training each quarter.
Often the refresher training includes issues relating to wheelchair
boarding/alighting, securements, and stop announcements. Copies of these
training bulletins are included in Attachment D. They cover a wide
variety of topics including permitting standees on lifts, ramp
deployment, and stop announcements.

Pace requires that contractors also provide driver training and
refresher training, although it may be somewhat less extensive than that
provided by Pace. Pace requires its contractors to submit a training
program for approval, and to provide ongoing documentation of the
training provided, drug & alcohol testing, driving records, passenger
assistance training, and so on. The information is entered into Pace's
database. Driver records are reviewed monthly and contractors are
subject to spot checks by the monitoring department. Due to time
constraints, the assessment team did not have time to review contractor
records or visit contractor properties.

### Complaints {#complaints .unnumbered}

#### FTA Complaint {#fta-complaint .unnumbered}

In July 2000, FTA received a complaint from two individuals challenging
Pace's lift securement policies and practices related to 49 CFR 37.165.
Pace has a policy of requiring wheelchairs and other mobility devices to
be secured. The complaint dated July 2000, included issues with Pace
requiring wheelchair brake use (wheel locking) and its requirement that
wheelchairs must be secured. The complaint also cited securement
problems with ultra-light sport wheelchairs and some power wheelchairs
and scooters. The complaint concludes with the following statement:

"We are asking you \[FTA\] for two things. First, a clarification that
the ADA does, after all, allow us to decline measures designed solely
for our safety (i.e. where no other passenger could be harmed) and that
we are the experts on our devices and therefore solely competent to
decide what sort of securement is reasonable for ourselves and our
devices. Secondly, we would like an opinion issued from the FTA that
Pace cannot require securement that is demonstrably useless or
detrimental to our safety as a condition of providing transportation.
That is, 37.165(c) does not give Pace permission to require securement
beyond what is needed to maintain the mobility device in the securement
area nor to require securement that is demonstrably unsafe for the
wheelchair user."

In its letter of finding, dated January 31, 2001, the FTA Office of
Civil Rights found that Pace was not in violation of the DOT ADA
regulations when it required that wheelchairs be secured. The letter
cites FTA's September 2000 Information Bulletin #1, which deals with
securement issues (see Attachment E). An appeal was filed in June 2001.
In January 2002, FTA issued a second letter upholding the original
letter of finding.

Pace has worked with the two individuals and has determined that their
wheelchairs cannot be secured and have issued them cards stating that
drivers are not required to secure the wheelchair pictured on the card.
A copy of the driver bulletin is included in Attachment I. If other
riders have chairs that cannot be secured, they also will be issued an
exemption card.

Recently, the Pace Board of Directors reaffirmed its intention to
continue to require that wheelchairs, unless specifically exempted, be
secured. Pace views this requirement as an important safety measure.

##### Pace Complaints {#pace-complaints .unnumbered}

Pace Customer Relations staff receives complaints and enters them into a
computerized Consumer Complaint System database. Between July 1, 2001
and June 30, 2002, Pace recorded 52 complaints related to stop
announcements, vehicle identification, and the use of lifts/ramps and
other accessible features such as kneelers and wheelchair securements.
These complaints are described in detail in later sections of this
report. Eight complaints related to drivers not making stop
announcements and four noted the failure of a driver to properly
identify the route they were running. The other 44 dealt with a variety
of lift/ramp, securement, and kneeler issues.

All complaints relating to ADA issues are reviewed by Customer
Relations, Service Monitoring, and the Deputy Executive Director,
Revenue Service, who serves as Pace's ADA officer. All complaints are
investigated. Those with immediate urgency are handled right away.
Otherwise, carriers and divisions have seven days to respond to the
complaint. Passengers are provided with a response if they wish to
receive one (telephone, letter, e-mail, as requested). Complaints are
reviewed for trends and may trigger driver bulletins, radio
announcements or service monitoring for a particular route or driver.

### Service Monitoring Program {#service-monitoring-program .unnumbered}

Pace appears to have an aggressive Service Monitoring program. Monitors
are Pace employees who are employed as passenger counters. They do not
monitor drivers in their home divisions. For example, a counter assigned
to the Southwest Division may be asked to monitor for the South
Division. This is done to protect anonymity and the integrity of the
program. They do not wear uniforms when they are performing monitoring
duties.

A sample Service Report form is included in Attachment F. The form
includes a variety of observation points about safety rules, revenue
collection, and driver performance. For this assessment, the forms were
reviewed to document drivers who failed to make stop announcements. The
monitors note whether drivers "did not call any time points or major
intersections," did not use the PA, etc. The forms also indicate whether
disciplinary action was taken against the driver. An expanded discussion
of this process is included in Section III of this report. The forms do
not explicitly include a check-off for lift/ramp use, kneelers, and
securements, although a review of passenger complaints indicates that
monitors check on drivers who have complaints on file in these areas.

A copy of the progressive discipline policy is included in Attachment F.
A review of records shows that drivers are disciplined.

# Summary of Findings

The following summarizes the findings made based on this assessment. The
background discussions for these findings are addressed in other
sections of this report. The findings should be used as the basis for
any corrective actins proposed by Pace. Recommendations are also
included in the report for Pace's consideration in developing corrective
actions.

## Findings Regarding Stop Announcements

1.  Overall, the assessment team found that 87% of the operators
    observed made at least some stop announcements; 69% of the operators
    made "complete" stop announcements; 18% made "partial" stop
    announcements; and 13% made "none"; 78 % of the announcements were
    made with the PA and 79% of the announcements were audible.

2.  Pace has developed an extensive service-monitoring program that,
    among other things, evaluates whether stop announcements are being
    made. From July 2000 through\
    June 2001, the monitors cited 371 drivers for failing to make stop
    announcements or not using the PA.

3.  Bus drivers do not have a list of stops that are to be announced.
    Instead, Pace instructs its drivers to call out stops at major
    intersections, at transfer points, and at major destinations. The
    absence of stop lists can result in inconsistency in announcing
    stops and potential confusion for riders.

4.  Several customers noted that Pace needs to improve accessibility on
    its web site and should make customer service staff more aware of
    different information needs for persons with visual impairments
    (additional route detail including frequency of service, etc.).

## Findings Regarding Route Identification 

1.  The assessment team found that while some drivers were making route
    identification announcements during the boarding process, there were
    no external route identifications made to waiting passengers at
    stops served by more than one route, as required by the DOT ADA
    Regulations.

2.  The ADA requirement for route identification does not appear to be
    included in Pace policy notices and training materials.

3.  Driver training does not appear to instruct drivers in the
    requirement to identify the route to boarding passengers at stops
    served by more than one route.

4.  Pace does not monitor drivers for compliance with the ADA route
    identification requirements.

5.  The lack of designated bus stop signs makes it difficult to identify
    that a bus is coming and probably contributes to pass-bys.

## Findings Regarding Lift Maintenance & Reliability

1.  During the field visits to each garage, the assessment team observed
    the following:

-   99% of the lifts were working properly. The one non-working lift was
    promptly repaired.

-   100% of the kneelers observed were working properly.

-   99% of the public address systems worked properly.

-   100% of the securements observed were in place and functioning.

2.  Pace's bus fleet is 92% accessible. With new buses scheduled for
    delivery in 2002, that percentage should reach 100% by the end of
    the year.

3.  The assessment team rode on five buses with two customers who use
    wheelchairs. Drivers successfully assisted the wheelchair users in
    boarding and alighting the bus. Additional lift and ramp boardings
    were observed during the field observations for stop announcements.
    All went well and quickly, except one instance in which a ramp was
    deployed in the street resulting in a steep grade on the ramp. The
    steep slope associated with deployment of ramps in the street and in
    curb cuts was also cited in a number of customer complaints.

4.  Of 40 complaints filed with Pace relating to lift, ramp, and kneeler
    issues, 45% (18) related to drivers not activating the kneelers. The
    assessment team observed that bus operators often used kneelers
    without appearing to be asked by customers and observed no problems.

5.  There were consumer complaints on the use of securements -- both
    that lap and shoulder belts were required when they should be
    optional, and that drivers did not properly secure passengers. No
    problems were observed in use of securement equipment when observing
    bus drivers during the assessment.

6.  Inaccessible paths of travel to and from bus stops appear to limit
    the use of Pace buses by people who use wheelchairs. Customers
    complained about the lack of accessible sidewalks. Additionally, FTA
    observers witnessed a problem with the path of travel at one stop,
    which would have prevented the passenger from using that stop
    without assistance.

7.  Pre-trip inspections include lift/ramp and kneeler cycling, PA
    checks, and securement checks.

8.  Preventive maintenance for lifts appears to be occurring on time at
    the required 3,000-mile intervals.

9.  Malfunctioning lifts appear to be repaired in a timely way
    (typically within a day or two of the reported failure. Vehicles
    with inoperable lifts do not appear to be placed in revenue service
    unless there are no accessible spares.
    []{#__RefHeading___Toc21416450 .anchor}

# Assessment of Stop Announcement and Route Identification Efforts

## Purpose of the Stop Announcement Assessment

The U. S. Department of Transportation regulations implementing the
Americans with Disabilities Act of 1990 contain two requirements that
are meant to assist persons with vision impairments and other
disabilities to use fixed route transportation services. Section
37.167(b), which applies to public and private entities that operate
fixed route systems, require that:

> *...the entity shall announce stops as follows:*

*(1) ...at least at transfer points with other fixed routes, other major
intersections and destination points, and intervals along the route
sufficient to permit individuals with visual impairments or other
disabilities to be oriented to their location.*

> *(2) ...any stops on request of an individual with a disability.*

Section 37.167(c) requires that:

*Where vehicles or other conveyances for more than one route serve the
same stop, the entity shall provide a means by which an individual with
a visual impairment or other disability can identify the proper vehicle
to enter or be identified to the vehicle operator as a person seeking a
ride on a particular route.*

This part of the compliance assessment focused on Pace's efforts and
successes in implementing the stop announcement and route identification
requirements described above. Included in this section are:

-   A description of the approach and methodology used to conduct the
    assessment;

-   Observations and findings related to each of the two requirements;
    and

-   Recommendations of the review team for addressing issues that were
    identified.

## Overview of the Stop Announcement Assessment

As noted above, this part of the assessment focused on compliance with
the fixed route stop announcement requirements of the DOT ADA
regulations. To determine Pace's current performance in providing
on-board stop announcements, the assessment team collected and reviewed
the following information.

-   Interviews with individuals who are regular riders or who have
    clients who are regular riders of the fixed route system;

-   Recent service complaints regarding stop announcements or
    vehicle/route identification;

-   Information about policies and procedures for announcing stops;

-   The current system map;

-   A complete set of schedules for each fixed route;

-   Operator training materials;

-   Notices, bulletins, and memoranda detailing stop announcement and
    vehicle/route identification policies;

-   Service monitoring information related to stop announcements and
    vehicle/route identification;

-   Interviews with bus drivers to ascertain their understanding of stop
    announcement policies; and

-   First-hand observations by the review team who rode on 77 fixed
    route buses to record on-board stop announcements.

    The assessment included the collection and review of much of the key
    service information listed above prior to the site visit. Also prior
    to the site visit, the team conducted telephone interviews with
    local human service agency representatives and persons with
    disabilities who regularly use the fixed route service.

    The on-site assessment of stop announcements was conducted from July
    22-25, 2002. During the on-site assessment, the team rode the fixed
    route system and made observations of stop announcements and
    vehicle/route identification practices. The team also conducted
    in-person interviews with personnel in Pace departments including:
    administration, bus operations, training, service quality
    monitoring, customer service, and maintenance.

## Observations of On-Board Stop Announcements

#### Rider Experiences and Observations {#rider-experiences-and-observations .unnumbered}

##### Customer/Agency Contacts {#customeragency-contacts .unnumbered}

As part of the assessment, the team interviewed 16 individuals and
agency representatives to gather input on their experiences with stop
announcements. These interviews included both persons with vision
impairments and individuals with other disabilities. Their comments
relating to stop announcements are summarized below.

Most of those interviewed said that drivers call out stops about half
the time. Most said, "It depends on the driver." Some drivers are very
good about calling out stops others are not. One person said you "always
have to ask" if you want to be sure they will announce your stop. Most
noted that bus drivers do use the public address system more than half
the time, but some still rely on unassisted voice announcements.
Sometimes those announcements can be heard only about two rows away from
the driver. One passenger said drivers who make regular stop
announcements tend to use the public address system (PA). If they are
making only a few announcements, particularly upon request, they tend to
use only their voice.

Customers appreciate the Braille schedules, however, one customer noted
that schedules on Pace's web site are not accessible for persons using
computer programs for blind or visually impaired persons. Although RTA's
web site and trip planner is accessible, this customer felt that RTA did
not always have up-to-date schedule information from Pace regarding
changes, and that "text" or "html" formatting is needed rather than
"pdf".

A related complaint had to do with obtaining route information from the
Customer Relations staff. The customer said that it is hard to get the
information needed on how often buses are operating on a route from
customer service representatives. For example, when he called to find
out what time buses serve a particular stop, the representative asked
for destination, origin, and desired arrival time. Sometimes he wanted
more information such as how often the route operates so he could
determine how to plan for the trip as well as future trips.

Another customer said that there have been discussions in the disability
community that if Pace operators do not routinely call out stops, the
customers will be forced to use ADA Complementary Paratransit service
because they feel the fixed route system is not accessible for them.

##### Pace Complaints {#pace-complaints-1 .unnumbered}

Table III-1 presents a summary of the eight stop announcement complaints
logged by Pace between July 1, 2001 and June 30, 2002.

Table III-1: Stop Announcement Complaints July 1, 2001-- June 30, 2002

  ---------------------------------------- ------------------------------
  **Operating Division**                   **\# Complaints**

  Fox Valley                               0

  Heritage                                 1

  North                                    2

  North Shore                              0

  Northwest                                3

  River                                    0

  South                                    0

  Southwest                                0

  West                                     2

  Total                                    8
  ---------------------------------------- ------------------------------

This information was collected from printouts of the Pace Consumer
Complaint System Passenger Comment Forms. The forms include information
about the complaint and the results of the Pace investigation. The forms
note whether field monitoring is required. Complaints can be made by
telephone, fax, mail, or E-mail.

### Policies and Procedures Regarding On-Board Stop Announcements {#policies-and-procedures-regarding-on-board-stop-announcements .unnumbered}

Pace's policies and procedures regarding on-board stop announcements are
detailed in Attachment G. A February 22, 2000 memorandum describes the
stop announcements drivers are required to make:

[]{.mark}

-   *At a minimum, an operator must announce time points, transfer
    points, destinations and all major intersections along the route.*

-   *An operator must announce any stop if an individual with a
    disability so requests.*

-   *Microphone use is mandatory to make all announcements. Check the
    microphone during the pre-trip inspection. If the microphone is not
    working, notify the dispatcher and only take out the bus if no
    others are available. Write up that bus for repair upon return to
    the Garage. If the microphone is not working, announcements must be
    made in a clear voice and at a level sufficient to be heard by all
    passengers on the bus.*

The passenger brochure included in Attachment C states that drivers will
make stop announcements and are to use the PA. Pace provides "Stop
Assistance Cards," for use by any passenger to request that a driver
announce a particular stop. These cards do not appear to be widely used.

Dispatchers also periodically make radio announcements reminding drivers
to make stop announcements. When there is a documented problem, these
radio reminders are made every hour. Otherwise, it is up to the
discretion of the divisional dispatchers whether to make announcement
reminders. A sample dispatch log and wording for the announcement
reminder from North Shore Division is included in Attachment G.

Over the next 18 months, Pace intends to install Intelligent Bus System
(IBS) automated stop announcement devices on its buses. The IBS systems
will provide visual and audible stop information using pre-recorded
messages. The system is Global Positioning System-based (GPS) and uses
scripted messages based on ADA stop announcement and external vehicle ID
requirements to activate the system.

### Training  {#training-1 .unnumbered}

All training is centralized initially and then decentralized and
tailored to the routes at specific operating divisions. A detailed
description of the five-week training and service monitoring programs is
included in Section I.B of this report.

### Monitoring {#monitoring .unnumbered}

Between July 1, 2001 and June 30, 2002, 371 service reports that
documented problems with stop announcements were completed. Either no
stop announcements were made or they were too soft to hear because the
driver was not using the PA. See Attachment F for the monitoring
instructions and sample form. Table III-2 shows the distribution of
service reports by division and contractors. It appears that South, the
largest division, has a disproportionate share of the service monitoring
reports filed for not making stop announcements.

**Table III-2: Service Report Distribution: July 1, 2001-June 30, 2002**

  ------------------------------------ ----------------------------------
  **Pace Operating                     **\# Service Reports Related to
  Division/Contractor**                Stop Announcements**

  Fox Valley                           11

  Heritage                             15

  North                                14

  North Shore                          12

  Northwest                            30

  River                                12

  South                                124

  Southwest                            38

  West                                 59

  Subtotal Pace                        315

  Colonial                             6

  Cook County School Bus               2

  First Student                        3

  Highland Park                        4

  Keeshin                              18

  Laidlaw Glen Ellyn                   2

  Laidlaw Naperville                   6

  Laidlaw Westmont                     15

  Subtotal Contractors                 56

  TOTAL                                371
  ------------------------------------ ----------------------------------

### Bus Operator Interviews {#bus-operator-interviews .unnumbered}

Nine drivers were interviewed during the assessment. Additionally,
drivers were informally interviewed during the pre-trip inspections,
time permitting. All drivers indicated that they were familiar with the
requirements of their job, including the need to make stop announcements
using the PA and announcing the route number to boarding passengers, and
all appeared to be knowledgeable of policies and procedures regarding
lift/ramp use, securement systems, and the use of kneelers. All knew
about the cards exempting passengers from having their wheelchairs
secured, although most had not seen the card in use.

### Assessment Team Observations {#assessment-team-observations .unnumbered}

From July 22-24, 2002, assessment team members rode on segments of 77
bus routes during the assessment. Although an effort was made to assess
drivers on routes located throughout the entire service area, not every
division was assessed for stop announcements because of time
limitations. Observations were made of drivers employed at the following
divisions and contract carriers: Heritage, North, Northwest, River,
South, Southwest, West, First Student, and Keeshin. Of those observed,
69 were buses operated by Pace and 8 were operated by contract carriers.
Some routes were ridden more than once, observing different drivers.

An "On-Board Fixed Route Stop Announcement Assessment Form" was used to
collect information (see Attachment H). The list of expected
announcements was developed from the printed route schedules. As
described earlier, drivers are required to call all transfer points,
major intersections, and activity centers.

The lack of an official list of required stop announcements by route,
which is common in other systems, made this assessment somewhat more
difficult than others. Instead of recording how many of the required
stop announcements were made, reviewers used the forms to record whether
announcements were made "completely" (all or most expected announcements
were made), or "partially" (some announcements were made), or "none." If
announcements were made, it also was noted whether the announcements
were made using voice or PA, and whether the announcements were clear
and audible. Observers sat about a third of the way back in each vehicle
while making observations. The monitors did not identify themselves to
drivers.

Table III-3 summarizes the results of the on-board stop announcement
observations. Overall, 87% of the drivers observed made most or some of
the announcements. Thirteen percent made no stop announcements. Of those
making announcements, 69% made "complete" announcements and 18% made
"partial" announcements. Of those making announcements, 78% used the PA
system; 79% were audible and 21% were somewhat audible.

**Table III-3: Summary of Stop Announcement Observations -- July 22-24,
2002**

  ------------ --------------- ------------- ---------- ---------- ----------- ---------------- --------------
               **Stop                                   **Method               **Audibility**   
               Announcements                            Used**                                  
               Made**                                                                           

               **Complete**    **Partial**   **None**   **PA**     **Voice**   **Audible**      **Somewhat**

  Total        53              14            10         52         15          53               14

  Percentage   69%             18%           13%        78%        22%         79%              21%
  ------------ --------------- ------------- ---------- ---------- ----------- ---------------- --------------

## Findings and Recommendations Regarding Stop Announcements

### Findings: {#findings .unnumbered}

1.  Overall, the assessment team found that 87% of the operators
    observed made at least some stop announcements; 69% of the operators
    made "complete" stop announcements; 18% made "partial" stop
    announcements; and 13% made "none"; 78% of the announcements were
    made with the PA and 79% of the announcements were audible.

2.  Pace has developed an extensive service-monitoring program that,
    among other things, evaluates whether stop announcements are being
    made. From July 2000 through June 2001, the monitors cited 371
    drivers for failing to make stop announcements or not using the PA.

3.  Bus drivers do not have a list of stops that are to be announced.
    Instead, Pace instructs its drivers to call out stops at major
    intersections, at transfer points, and at major destinations. The
    absence of stop lists can result in inconsistency in announcing
    stops and potential confusion for riders.

4.  Several customers noted that Pace needs to improve accessibility on
    its web site and should make customer service staff more aware of
    different information needs for persons with visual impairments
    (additional route detail including frequency of service, etc.).

### Recommendations: {#recommendations .unnumbered}

1.  It is recommended that use of the PA for stop announcements should
    be enforced. It is also recommended that installation of the IBS
    automated stop announcement systems on fixed route buses be
    carefully executed to ensure that stop announcements are made in
    compliance with the ADA regulatory requirements. Drivers will need
    to be instructed to make announcements if the IBS system is down.

2.  It is recommended that Pace's procedures be revised to require
    operators to announce all stops on the lists being developed for the
    IBS automated system when operating buses that do not yet have the
    automated system. This will improve uniformity of stop
    announcements, and eliminate inconsistencies among drivers, thereby
    making it easier for customers to orient themselves.

3.  It is recommended that Pace continue its monitoring program. Once
    the stop announcement lists have been put into effect, the
    monitoring staff should evaluate stop announcement practices based
    on whether drivers are announcing all stops on the list.

4.  It is recommended that Pace review its web site for ease of use by
    persons with vision impairments and make modifications as
    appropriate.

## Purpose of the Route Identification Assessment

As stated previously, Section 37.167(c) of the DOT ADA regulations
requires that:

Where vehicles or other conveyances for more than one route serve the
same stop, the entity shall provide a means by which an individual with
a visual impairment or other disability can identify the proper vehicle
to enter or be identified to the vehicle operator as a person seeking a
ride on a particular route.

## Overview of the Route Identification Assessment

To determine Pace's current performance in identifying buses or
passengers at stops served by more than one route, the assessment team
collected the following information.

-   Riders with vision impairments who were interviewed also were asked
    about their experience with external bus announcements;

-   Information on Pace policies and procedures for vehicle/passenger
    identification was collected and reviewed;

-   Representatives from the training department were interviewed and
    operator training materials were reviewed;

-   During the site visit, nine drivers were interviewed to ascertain
    their understanding of bus/passenger identification policies and
    operational practices; and

-   The assessment team made observations of route identification
    efforts during the site visit.

## Observations of Route Identification Efforts

**Rider Experiences and Observations**

**Customer/Agency Contacts**

Prior to the on-site observations, the assessment team interviewed 16
individuals and agency representatives to gather input on their
experiences with route identification. Several of those interviewed had
visual impairments or worked with customers who have visual impairments.
All said that drivers do not routinely make announcements identifying
which route they are running. Drivers will typically identify the route
if asked.

A person who is blind or visually impaired complained that drivers do
not always stop with the door lined up in front of passengers who use a
white cane or guide dog. As a result, not only does the passenger not
know what bus it is, but also the passenger has to hunt for the door,
which can be time-consuming and embarrassing. The passenger suggested
that drivers be asked to try to line up the front door with passengers
using a white cane or guide dog and obviously have vision impairment.

Finally, passengers indicated that the lack of bus stop signs and the
reliance on flag stops makes it very difficult for people with vision
impairments to use the service. Not only is it difficult to identify a
stop, but also, since it's hard to know if a bus is coming, it makes it
difficult to flag it down. Further, since there is no clear guidance on
what is considered an appropriate location for flagging down a bus,
passengers can inadvertently wait in the "wrong" spot and not be seen by
drivers.

**Pace Complaints**

Table III-4 presents a summary of the four route identification
complaints logged by Pace between July 1, 2001 and June 30, 2002.

Table III-4: Route Identification Complaints

July 1, 2001 -- June 30, 2002

  ----------------------------------------- -----------------------------
  **District/Division**                     **\# Complaints**

  Fox Valley                                0

  Heritage                                  0

  North                                     0

  North Shore                               1

  Northwest                                 0

  River                                     0

  South                                     0

  Southwest                                 0

  West                                      3

  Contractors                               0

  Total                                     4
  ----------------------------------------- -----------------------------

Two of the riders complained that they had not boarded the correct bus
because there were no route identification announcements.

**Policies and Procedures Regarding the Route Identification System**

Pace has identified 28 transfer locations, many of which are CTA rail
stations. These locations form the basis for the bus transfer system,
although many routes intersect at other locations and some routes travel
along the same corridor, for portions of their routes. These transfer
locations are listed below.

Pace Designated Transfer Locations

Gurnee Mills Mall Transfer Center

Buffalo Grove Transfer Center

Lake Cook Metra Turnaround

\*Northwest Transportation Center

\*Des Plaines Metra Turnaround

\*Wheaton Metra

Hillside Park & Ride

Harvey Transportation Center

Chicago Heights Terminal

Homewood Park & Ride

\*Elgin Transportation Center

\*Riverside Bus Turnaround

Blue Island Park & Ride

Hammond Transit Center

Bolingbrook Park & Ride (Old Chicago)

Aurora Transportation Center

Rosemont CTA

Harlem CTA

Jefferson Park CTA

Linden CTA

\*Davis Street CTA

Howard Street CTA

Cumberland CTA

Harlem & Lake CTA

\*Forest Park CTA

54^th^ Street CTA

\*Midway CTA

95^th^ Street CTA

\*Those transfer centers with an asterisk indicate places where the
assessment team made route identification observations.

According to the training department and driver interviews, Pace has a
policy of periodically announcing the bus route number to passengers as
they are boarding the bus. The assessment team did not see a memo to
this effect. While good customer service, this policy is somewhat
different from the ADA route/vehicle identification requirement quoted
at the beginning of this section. Pace has no specific policy requiring
an external announcement at stops served by multiple buses, whether at a
transfer center or along a corridor that may include more than one
route.

### Training and Monitoring {#training-and-monitoring .unnumbered}

All training is centralized initially, and then decentralized and
tailored to the routes at specific operating divisions. A detailed
description of the five-week training and service monitoring programs is
included in Section I.B of this report. It does not appear that formal
training in making external vehicle identification announcements as
required by the DOT ADA regulations is provided. Further, Pace does not
appear to monitor whether route identification announcements are made.

###   {#section-1 .unnumbered}

**Bus Operator Interviews**

Most of the drivers interviewed said they knew they were supposed to
identify the route to boarding passengers. Drivers were not aware of a
specific requirement for external announcements for persons who are
visually impaired, although many said they did make sure people who
appeared to be blind knew what bus they were boarding.

**Assessment Team Observations**

The assessment team observed seven of the Pace transfer locations to
listen for external route identification announcements (i.e.,
announcements that could be heard outside of the bus for passengers
waiting to board). Additional observations were made while riding buses
throughout the three-day observation period. Despite making more than 80
observations of buses arriving at transfer locations, there were no
external announcements heard. Some announcements were being made when
passengers boarded buses, particularly at Davis Street CTA and Des
Plaines. However, no such announcements were noted elsewhere. Boarding
announcements that were made appeared to be made without prompting by
passengers asking questions.

## Findings and Recommendations Regarding Route Identification Efforts

### Findings: {#findings-1 .unnumbered}

1.  The assessment team found that while some drivers were making route
    identification announcements during the boarding process, there were
    no external route identifications made to waiting passengers at
    stops served by more than one route, as required by the US DOT ADA
    Regulations.

2.  The ADA requirement for route identification does not appear to be
    included in Pace policy notices and training materials.

3.  Driver training does not appear to instruct drivers in the
    requirement to identify the route to boarding passengers at stops
    served by more than one route.

4.  Pace does not monitor drivers for compliance with the ADA route
    identification requirements.

5.  The lack of designated bus stop signs makes it difficult to identify
    that a bus is coming and probably contributes to pass-bys.

### Recommendations: {#recommendations-1 .unnumbered}

1.  It is recommended that Pace require external announcements
    identifying the route be made by all drivers at all stops served by
    more than one route.

2.  It is recommended that Pace retrain personnel with respect to the
    requirement for route/vehicle identification. The list being
    developed for use with the new IBS automated announcement system
    should be used to train drivers.

3.  It is recommended that training materials and policy manuals be
    modified to more clearly describe the requirements for external
    route identification. Specifically, the practice of identifying the
    route and destination at transfer locations should not be limited to
    times when a waiting passenger has a white cane or guide dog. Many
    persons with disabilities, including those with developmental
    disabilities and some with visual impairments, are not always
    recognizable.

4.  It is recommended that monitoring external announcements be
    incorporated into the Service Monitoring Program.

5.  It is recommended that Pace consider a program to identify all bus
    stops with signs.

# Assessment of Lift Reliability and Maintenance

## Purpose of the Lift Reliability and Maintenance Assessment 

The U. S. Department of Transportation (USDOT) regulations implementing
the Americans with Disabilities Act of 1990 (ADA) contain requirements
that are meant to assist persons with disabilities using fixed route
transportation services. Specifically, 49 CFR §37.161 requires that:

\(a\) Public and private entities providing transportation services
shall maintain in operative condition those features of facilities and
vehicles that are required to make the vehicles and facilities readily
accessible to and usable by individuals with disabilities. These
features include, but are not limited to, lifts and other means of
access to vehicles, securement devices, elevators, signage and systems
to facilitate communications with persons with impaired vision or
hearing.

In addition to the general maintenance provisions described above that
apply to all transportation providers, 49 CFR §37.163 requires public
transportation providers to institute regular and frequent maintenance
checks of lifts:

> *(b) The entity shall establish a system of regular and frequent
> maintenance checks of lifts sufficient to determine if they are
> operative.*
>
> *(c) The entity shall ensure that vehicle operators report to the
> entity, by the most immediate means available, any failure of a lift
> to operate in service.*
>
> *(d) Except as provided in paragraph (e) of this section, when a lift
> is discovered to be inoperative, the entity shall take the vehicle out
> of service before the beginning of the vehicle\'s next service day and
> ensure that the lift is repaired before the vehicle returns to
> service.*
>
> *(e) If there is no spare vehicle available to take the place of a
> vehicle with an inoperable lift, such that taking the vehicle out of
> service will reduce the transportation service the entity is able to
> provide, the public entity may keep the vehicle in service with an
> inoperable lift for no more than five days (if the entity serves an
> area of 50,000 or less population) or three days (if the entity serves
> an area of over 50,000 population) from the day on which the lift is
> discovered to be inoperative.*
>
> *(f) In any case in which a vehicle is operating on a fixed route with
> an inoperative lift, and the headway to the next accessible vehicle on
> the route exceeds 30 minutes, the entity shall promptly provide
> alternative transportation to individuals with disabilities who are
> unable to use the vehicle because its lift does not work.*

This part of the assessment focused on Pace's efforts to maintain and
provide reliable wheelchair lift/ramp service on its fixed route buses.
A description of key features of the service is provided. A description
of the approach and methodology used to conduct the assessment is then
provided. Observations and findings related to lift maintenance and
reliability are summarized. Recommendations of the review team for
addressing issues identified also are provided.

## Overview of the Lift Reliability and Maintenance Assessment 

As noted above, this part of the assessment focused on compliance with
wheelchair lift reliability and maintenance requirements of the
regulations. The assessment first involved the collection and review of
key service information prior to the on-site visit. This information
included:

-   Telephone interviews with 11 individuals who are regular riders or
    who have clients who are regular riders of the fixed route system;

-   Recent service complaints regarding lift reliability and
    maintenance;

-   The current fixed route system map;

-   A complete set of schedules for each fixed route;

-   Fixed route bus fleet information;

-   Operating policies and procedures for lifts, ramps, and kneelers;

-   Instructions for lift and ramp operation; and

-   Notices, bulletins, and memoranda detailing lift/ramp use policies
    and procedures.

    On July 23 and 24, 2002, when on site, the assessment team observed
    morning pullouts and reviewed maintenance records. The team observed
    drivers during pre-trip inspections at North Shore, South, and West
    Divisions. The team members also interviewed Pace's transportation
    and maintenance personnel at each division visited as part of the
    review. The interviews, to gauge their understanding of lift use
    policies and procedures, included nine bus drivers, supervisors, and
    managers.

The reviewers also observed the use of lifts and ramps several times
during normal service while conducting the stop announcement and route
identification review as discussed in Section III of this report.
Additionally, while on-site, two FTA Region V staff members rode with
two consumers, observing five trips.

## Observations of Lift Reliability & Maintenance 

**Rider Experiences and Observations**

#### Customer/Agency Contacts {#customeragency-contacts-1 .unnumbered}

As part of the assessment, the review team interviewed 11 people who
either use the system themselves or have clients who use the system.
Most said that they were able to access the vehicle using a lift or ramp
without much difficulty. The biggest barrier noted was access to bus
stops in a typical suburban area with low-density development with a
community infrastructure, that is not conducive to pedestrian mobility
or transit ridership. There are not always sidewalks and curb cuts.
During the winter, the sidewalks virtually disappear under snow, making
it impossible to use the system. Further, many areas do not have (and in
at least one case does not allow) bus stop signs and passengers must
flag down a bus at a safe location. It appears that the practice of
flagging down a bus is somewhat problematic in that the passenger and
driver may have a different interpretation of where it is best to
board/alight from a bus. Negotiating this environment can be especially
difficult for passengers with visual impairments, or for those who use a
wheelchair or other mobility devices, and can lead to pass-bys as it is
difficult for some people to physically see and/or flag down a bus.

Overall, most said the lifts or ramps work most of the time. However,
there was a concern expressed by several of the customers that ramps are
not correctly deployed. Instead of deploying the ramp on a sidewalk
where the ramp is relatively flat, some drivers deploy the ramp in a
curb cut or on the street, so that the ramp becomes fairly steep and
difficult to negotiate -- *even if there is a usable sidewalk
available*. Further, deploying a ramp in a curb cut can make it tilt and
could damage the ramp or make it difficult to board. Those citing this
problem see a need for better driver training in the use of ramps.

A second area of concern expressed by several of the customers had to do
with wheelchair securement practices. As described earlier, there was
one complaint filed with the FTA regarding Pace's requirement for
drivers to attempt to secure wheelchairs, scooters, and other mobility
devices. It also appears that some drivers do not understand that lap
and shoulder belts are optional. A couple of passengers also complained
that drivers should not have to radio in to announce that they are
transporting a passenger who refuses securement. Because the PA and
radio microphones are adjacent, this call to dispatch can be broadcast
throughout the bus.

Another consumer expressed concern about the buses used to serve the
Aurora area, saying that they were old and the securements were often
dirty or not functioning properly. She felt that new equipment was
needed in Aurora (the Fox Valley Division service area).

#### Pace Complaints {#pace-complaints-2 .unnumbered}

Table IV-1 presents a summary of the 40 complaints logged by Pace
between July 1, 2001 and June 30, 2002, relating to lifts, ramps,
kneelers, and securements.

Table IV-1: Lift/Ramp, Kneeler and Securement Complaints July 1, 2001--
June 30, 2002

  ------------- -------------- ----------- ----------- -------------- ---------------- ---------- --------
  **Operating   **Kneelers**   **Ramps**   **Lifts**   **Standees**   **No             **Lap &    **Pass
  Division**                                                          Secure-ments**   Shoulder   By**
                                                                                       Belt**     

  Fox Valley    0              0           0           0              0                0          0

  Heritage      1              0           0           0              0                0          0

  North         0              0           1           0              1                0          0

  North Shore   0              0           0           0              0                0          0

  Northwest     5              1           2           0              0                0          0

  River         0              0           1           1              1                1          0

  South         7              0           4           2              0                0          1

  Southwest     1              0           0           1              0                0          0

  West          4              3           0           1              0                1          0

  Total         18             4           8           5              2                2          1
  ------------- -------------- ----------- ----------- -------------- ---------------- ---------- --------

The 18 complaints about kneelers related to drivers either not offering
or refusing to deploy the kneeling feature on the bus. The four ramp
complaints related to the deployment of ramps onto the street or curb
ramps, making the ramp too steep. The eight lift complaints related to
drivers saying the lift was broken or a few times when the lift actually
broke while in service. The five standee complaints relate to people
using walkers or other mobility aids who were not permitted to board
using the lift or ramp. The two no securement complaints were from
passengers who were not secured by drivers. The two lap and shoulder
belt complaints were from passengers who did not wish to use these belts
and the driver was insistent that they be used. Finally, the one pass-by
is a complaint from a passenger that stated she was passed up by a
driver.

### Training and Monitoring {#training-and-monitoring-1 .unnumbered}

All training is centralized initially and then decentralized and
tailored to the routes at specific operating divisions. A detailed
description of the five-week training and service monitoring programs is
included in Section I.B of this report. Drivers are required to call in
to report a

"10-42" when a passenger refuses to use the lap and/or shoulder harness.
If a passenger refuses the securements, drivers are required to call
dispatch and a supervisor is sent to assist. If the mobility device
cannot be secured, the passenger will be transported unsecured, as
requested. Drivers are not required to call dispatch if a passenger has
a Passenger Assistance Card from Pace exempting them from having their
wheelchair or scooter secured.

**Policies and Procedures Regarding Lift Reliability and Maintenance**

The passenger brochure included in Attachment C covers the basic
procedures for boarding and alighting passengers. Additional policies
covering lift maintenance and reliability are included in Attachment J.
Of interest is the requirement for drivers to board and alight
passengers with mobility devices first. This procedure was adopted at
the request of the ADA Advisory Committee. While this practice may make
it easier for persons using mobility devices to maneuver through the bus
aisle, some consumers commented that this practice draws too much
attention to passengers with disabilities and resulted in
inconveniencing other passengers. The brochure also indicates that
drivers are to assist passengers upon request, and kneel the bus or
deploy the lift or ramp upon request. The brochure includes Pace's
policy requiring securements which notes that lap and shoulder belts are
optional when securing persons using wheelchairs or scooters.

### Fleet and Route Assignment  {#fleet-and-route-assignment .unnumbered}

As noted in Part I of this report, Pace bus operations is split into
nine divisions located throughout the service area. Six private and
municipal contractors, who are located throughout the service area,
provide additional service. The fleet will be 100% accessible by the end
of 2002.

### Pre-trip Inspections {#pre-trip-inspections .unnumbered}

Drivers are required to perform pre-trip inspections. Attachment J
includes a copy of the three-part Trip Card that is used to note
defects. The top copy (white) is turned into dispatch at pullout. The
operator keeps the yellow copy. The tan copy on the bottom is turned in
at the end of the driver's run. Each new driver assigned to a bus
carries his or her own Trip Card. The cards include a place to note that
the PA, lift operations -- wheelchair restraints, and lift interlocks
are not working. There does not appear to be a check-off for kneelers.

### Lift/Ramp Cycling Requirements {#liftramp-cycling-requirements .unnumbered}

Lifts and ramps must be cycled each time a bus pulls out of the garage.
Vehicles that have defective lifts that cannot be repaired quickly are
not sent into service unless there is no spare bus available.

### Preventive Maintenance {#preventive-maintenance .unnumbered}

The Pace *Vehicle, Facility, and Equipment Maintenance Manual* includes
detailed directions on vehicle history file (Section II), pre-trip
inspections (Section III), work orders (Section IV), and preventive
maintenance (Section VI). Excerpts are included in Attachment J.

Preventive maintenance inspections (PMIs) are performed at 3,000-mile
intervals, either as a PMI A, B, or C level (see forms in Attachment J).
Lifts are serviced at each PMI, according to the established schedule.
Additional measures are required for Lift-U and Ricon lifts.

### In-service Failures {#in-service-failures .unnumbered}

If a lift or ramp fails while in service, the driver is to record the
defect on the Trip Card and notify dispatch for assistance. As stated in
the passenger brochure included in Attachment C, if a lift fails while
in service, the back-up policy is as follows. If the next bus is
scheduled to arrive in less than 30 minutes, then dispatch of a back-up
van is optional. If the wait is more than 30 minutes, a back-up lift or
ramp-equipped vehicle will be dispatched. Drivers are required to
contact dispatch and wait until the dispatcher has given him or her
instructions. The information is to be relayed to the passenger.

### Interviews with Drivers and Maintenance Personnel {#interviews-with-drivers-and-maintenance-personnel .unnumbered}

Nine drivers were interviewed as part of this assessment. All knew the
requirements of the

pre-trip inspection process, as well as the rules for completing Trip
Cards. Drivers all knew to call dispatch if the lift failed while in
service. All felt their training was good and that they knew how to
board passengers using wheelchairs, although there are not a lot of
wheelchair boardings.

### Assessment Team Observations {#assessment-team-observations-1 .unnumbered}

The assessment team observed practices in the following areas to assess
lift reliability and maintenance at Pace.

-   Field observations;

-   Morning pullout/lift cycling at three division garage facilities;

-   Reported lift failures; and

-   Maintenance practices.

#### Field Observations {#field-observations .unnumbered}

The assessment team rode the system during the first three days of the
site visit. During the three days of field observations, it was noted
that Pace bus operators often used the kneelers without appearing to be
asked by customers. Additionally, several lift/ramp deployments were
observed, all of which appeared to go smoothly and quickly. One of these
involved a passenger using a rolling walker. Upon reaching the
destination at Judson College, the driver asked if the passenger would
like to alight using the lift. The driver deployed the lift, reminded
the passenger to hold onto the handrails and the passenger alighted in
about 1 minute. Another instance occurred with a young child in a
wheelchair traveling with an elderly attendant at Spring Hill Mall. It
took only about 1.5 to 2 minutes to board these passengers and secure
the wheelchair. In another observation at Grand & Harlem the driver had
to deploy the ramp on a low floor bus onto the ground instead of a
sidewalk, making it fairly steep. The passenger, who appeared to be a
regular rider, was able to negotiate the angle of the ramp without
assistance. Finally, a fourth observation involved a 1- to 2-minute
boarding at Des Plaines & Roosevelt for a passenger traveling to the VA
Hospital.

As part of the assessment, two staff members from the FTA Regional
Office rode with two customers who use wheelchairs to observe first-hand
their experiences when riding Pace buses. These individuals were
identified during the telephone interviews prior to the on-site visit.
The FTA staff members observed the boarding, securement, and alighting
processes. Both passengers used power wheelchairs and a personal care
attendant (PCA) assisted one of them. The review team members did not
identify themselves to the bus drivers. These field observations
occurred on Tuesday of the review week.

Overall, the system worked well. FTA staff observed five trips. All were
successfully completed, however it was observed that the path of travel
to the bus shelter at North & Wolf streets at the end of Route
#318/North Avenue is not accessible.[^1] To get to the shelter, patrons
have to cross a grassy area and then step up onto the concrete pad. Had
the FTA staff member not been along to assist, the customer could not
have entered the shelter area. In addition, the stop request bell was
not working properly on that bus (#2214).

#### Morning Pullout/Lift Cycling & Accessible Features {#morning-pulloutlift-cycling-accessible-features .unnumbered}

A major portion of the assessment consisted of observation of lift
cycling and review of maintenance records and practices at three of the
division garages. The three divisions that were selected included:

> July 23, 2002 West Division -- Reviewed by Thatcher
>
> July 24, 2002 North Shore Division -- Reviewed by Mathias
>
> South Division -- Reviewed by Regan

The divisions were selected to provide a diverse sample by geography and
facility size. Because of staff and time limitations, the team was not
able to assess any of the contractors' facilities.

Pace operators are required to cycle lifts as part of the pre-trip
inspection during morning pullout and whenever a bus is taken into
service. Additionally, drivers are required to check other related
equipment including the kneeler, public address system, and securements.
The pre-trip inspection includes completing the Trip Card, described
above.

The assessment team observed morning pullout to gauge lift reliability
and to observe drivers' familiarity with operating the lifts and other
accessible features. The assessment team observed drivers cycling
lifts/ramps and kneelers, and checking that the PA system worked and
that securement equipment was in good working order. The assessment team
also observed whether drivers appeared to be proficient in lift/ramp
operation. For the three divisions observed, drivers appeared to be
familiar with the use of these accessibility features.

Table IV-2 shows the results of the observations of lift, kneeler,
securement, and PA systems at each of the divisions included in the site
visits. Overall, Pace scored near perfect results, with all but one lift
functioning properly (that lift was fixed right away). Specifically, the
results were that:

-   99% of the lifts/ramps were working properly.

-   100% of the securements observed were in place and functioning.

-   100% of the kneelers observed were working properly.

-   99% of the public address systems worked properly.

### Maintenance Practices {#maintenance-practices .unnumbered}

After observing morning pullouts, the assessment team met with
maintenance and transportation personnel to review their record keeping
and maintenance procedures. The review included an analysis of Trip
Cards, Dispatch Logs, and Road Call Reports. The reason for reviewing
these records is to determine how defects are reported and repaired
through the maintenance system.

As part of the review, the assessment team analyzed Trip Cards turned in
by drivers for the week of May 13, 2002. The Trip Cards were first
counted to ascertain whether drivers were in fact completing the Trip
Cards as required. In all three cases, the Trip Card counts closely
matched the number of pre-trip inspections expected for each day. Next,
the Trip Cards were scanned to identify any reported defects. For the
South and West Divisions, there were no reported defects during that
week. The North Shore indicated six defects, five relating to lifts and
one to the PA system. A review of the vehicle history files contained in
the Vehicle Maintenance System computerized database, indicated that in
all but one case, the bus was removed from service and repaired within a
day. One bus, #2348, was sent out with a defective lift for several
short early morning runs, but was repaired in two days.

Table IV-2. Summary of Observations at Selected Divisions

<table style="width:100%;">
<colgroup>
<col style="width: 10%" />
<col style="width: 7%" />
<col style="width: 7%" />
<col style="width: 7%" />
<col style="width: 7%" />
<col style="width: 7%" />
<col style="width: 7%" />
<col style="width: 7%" />
<col style="width: 7%" />
<col style="width: 7%" />
<col style="width: 7%" />
<col style="width: 7%" />
<col style="width: 7%" />
</colgroup>
<tbody>
<tr class="odd">
<td rowspan="2"><p><strong> </strong></p>
<p><strong>Division</strong></p></td>
<td colspan="3"><strong>Wheelchair Lifts/Ramps</strong></td>
<td colspan="3"><strong>Securements</strong></td>
<td colspan="3"><strong>Kneeler</strong></td>
<td colspan="3"><strong>PA System</strong></td>
</tr>
<tr class="even">
<td><p><strong>#</strong></p>
<p><strong>Obs.</strong></p></td>
<td><p><strong>#</strong></p>
<p><strong>Work</strong></p></td>
<td><p><strong>%</strong></p>
<p><strong>Work</strong></p></td>
<td><p><strong>#</strong></p>
<p><strong>Obs.</strong></p></td>
<td><p><strong>#</strong></p>
<p><strong>Work</strong></p></td>
<td><p><strong>%</strong></p>
<p><strong>Work</strong></p></td>
<td><p><strong>#</strong></p>
<p><strong>Obs.</strong></p></td>
<td><strong># Work</strong></td>
<td><p><strong>%</strong></p>
<p><strong>Work</strong></p></td>
<td><p><strong>#</strong></p>
<p><strong>Obs.</strong></p></td>
<td><p><strong>#</strong></p>
<p><strong>Work</strong></p></td>
<td><p><strong>%</strong></p>
<p><strong>Work</strong></p></td>
</tr>
<tr class="odd">
<td><strong>North Shore</strong></td>
<td>25</td>
<td>25</td>
<td>100%</td>
<td>25</td>
<td>25</td>
<td>100%</td>
<td>25</td>
<td>25</td>
<td>100%</td>
<td>25</td>
<td>25</td>
<td>100%</td>
</tr>
<tr class="even">
<td><h3 id="south" class="unnumbered">South</h3></td>
<td>51</td>
<td>50</td>
<td>99%</td>
<td>31</td>
<td>31</td>
<td>100%</td>
<td>51</td>
<td>51</td>
<td>100%</td>
<td>41</td>
<td>41</td>
<td>100%</td>
</tr>
<tr class="odd">
<td><strong>West</strong></td>
<td>41</td>
<td>41</td>
<td>100%</td>
<td>41</td>
<td>41</td>
<td>100%</td>
<td>40</td>
<td>40</td>
<td>100%</td>
<td>39</td>
<td>38</td>
<td>99%</td>
</tr>
<tr class="even">
<td><strong>Total</strong></td>
<td>116</td>
<td>115</td>
<td>99%</td>
<td>97</td>
<td>97</td>
<td>100%</td>
<td>116</td>
<td>116</td>
<td>100%</td>
<td>105</td>
<td>104</td>
<td>99%</td>
</tr>
</tbody>
</table>

#### Preventive Maintenance {#preventive-maintenance-1 .unnumbered}

The May 2002 Maintenance Reports memo in Attachment J contains a variety
of reports including Preventive Maintenance Inspections (PMIs).
Additional detailed reports show a record of PMIs performed throughout
the year. Table IV-3 presents an impressive record of on-time PMIs
performed at each Pace division.

Table IV-3: Preventive Maintenance Inspections May 2002

  ----------------- ---------------- ------------------ ------------------
  **Division**      **\# PMIs        **\# On-Time       **\# Late PMIs**
                    Completed**      PMIs**             

  Fox Valley        28               28                 0

  Heritage          40               40                 0

  North             39               39                 0

  North Shore       46               46                 0

  Northwest         119              119                0

  River             37               37                 0

  South             153              150                3

  Southwest         51               51                 0

  West              132              132                0

  Total             645              642                3

  Source: Pace May                                      
  2002 Maintenance                                      
  Reports.                                              
  ----------------- ---------------- ------------------ ------------------

#### Reported In-service Lift Failures (Road Calls) {#reported-in-service-lift-failures-road-calls .unnumbered}

During the garage reviews, the assessment team also looked for examples
of in-service lift failures based on a review of dispatch logs and
Wheelchair Road Call Reports. System wide, there were 31
lift/ramp-related road calls from January -- May 2002. A breakdown of
the reported road calls is shown in Table IV-4 and in the May 2002
Maintenance Reports memo included in Attachment J.

Table IV-4: Summary of Lift/Ramp Related Road Calls

+-----------+--------+--------+--------+--------+--------+--------+
| **D       | **J    | **Fe   | *      | *      | **May  | *      |
| ivision** | anuary | bruary | *March | *April | 2002** | *YTD** |
|           | 2002** | 2002** | 2002** | 2002** |        |        |
+-----------+--------+--------+--------+--------+--------+--------+
| Fox       | 2      | 0      | 1      | 0      | 1      | 4      |
| Valley    |        |        |        |        |        |        |
+-----------+--------+--------+--------+--------+--------+--------+
| Heritage  | 1      | 2      | 0      | 1      | 0      | 4      |
+-----------+--------+--------+--------+--------+--------+--------+
| North     | 0      | 0      | 0      | 0      | 0      | 0      |
+-----------+--------+--------+--------+--------+--------+--------+
| North     | 0      | 1      | 1      | 1      | 0      | 3      |
| Shore     |        |        |        |        |        |        |
+-----------+--------+--------+--------+--------+--------+--------+
| Northwest | 0      | 2      | 0      | 0      | 0      | 2      |
+-----------+--------+--------+--------+--------+--------+--------+
| River     | 1      | 0      | 0      | 3      | 0      | 4      |
+-----------+--------+--------+--------+--------+--------+--------+
| South     | 1      | 3      | 1      | 3      | 1      | 8      |
+-----------+--------+--------+--------+--------+--------+--------+
| ##        | 0      | 2      | 0      | 0      | 0      | 2      |
| # Southwe |        |        |        |        |        |        |
| st {#sout |        |        |        |        |        |        |
| hwest .un |        |        |        |        |        |        |
| numbered} |        |        |        |        |        |        |
+-----------+--------+--------+--------+--------+--------+--------+
| West      | 0      | 0      | 2      | 1      | 0      | 3      |
+-----------+--------+--------+--------+--------+--------+--------+
| Total     | 5      | 10     | 5      | 9      | 2      | 31     |
+-----------+--------+--------+--------+--------+--------+--------+
| Source:   |        |        |        |        |        |        |
| Pace May  |        |        |        |        |        |        |
| 2002      |        |        |        |        |        |        |
| Ma        |        |        |        |        |        |        |
| intenance |        |        |        |        |        |        |
| Reports.  |        |        |        |        |        |        |
+-----------+--------+--------+--------+--------+--------+--------+

### Other Observations {#other-observations .unnumbered}

Pace appears to have an innovative approach to maintenance, which helps
to ensure that lifts and other accessibility features are working
properly. Here are a few observations from the review:

-   Adherence to good record-keeping practices. During the review of
    lift reliability and maintenance, it was clear that the maintenance
    record keeping system was well organized. Records were easy to
    retrieve, well organized, and complete. This made it easy to verify
    how defects reported either during pullout or on the road were
    handled.

-   Maintenance staff is heavily involved in developing vehicle
    specifications. This contributes to development of consistent
    specifications for quality components.

-   Pace has an aggressive testing and acceptance program for new
    vehicles, thereby avoiding acceptance of substandard vehicles that
    later create maintenance problems.

-   Reportedly, there is a good working relationship between drivers and
    mechanics, which minimizes finger-pointing and other conflicts over
    maintenance-related issues.

-   Parts are inspected when they arrive to be sure they are name brand
    or approved equals. In some instances, "generic" parts may not work
    as well and can lead to increased maintenance issues.

-   Pace maintains a large spare parts inventory. If one division runs
    out of a part, it can usually obtain it from one of the other
    divisions.

-   The aggressive preventive maintenance program includes lift PMIs
    every 3,000 miles. This, coupled with routine cycling, helps to
    prolong the life of lifts.

-   Lifts and kneelers are used at least 2 to 3 times a day during
    cycling at the garage, so even if they are not needed in revenue
    service, drivers continue to use them maintaining familiarity with
    the equipment.

## Findings and Recommendations

### Findings: {#findings-2 .unnumbered}

1.  During the field visits to each garage, the assessment team observed
    the following:

-   99% of the lifts were working properly. The one non-working lift was
    promptly repaired.

-   100% of the kneelers observed were working properly.

-   99% of the public address systems worked properly.

-   100% of the securements observed were in place and functioning.

2.  Pace's bus fleet is 92% accessible. With new buses scheduled for
    delivery in 2002, that percentage should reach 100% by the end of
    the year.

3.  The assessment team rode on five buses with two customers who use
    wheelchairs. Drivers successfully assisted the wheelchair users in
    boarding and alighting the bus. Additional bus boardings by lift and
    ramp were observed during the field observations for stop
    announcements. All went well and quickly, except one instance in
    which a ramp was deployed in the street resulting in a steep grade
    on the ramp. The steep slope associated with deployment of ramps in
    the street and in curb cuts was also cited in a number of customer
    complaints.

4.  Of 40 complaints filed with Pace relating to lift, ramp, and kneeler
    issues, 45% (18) related to drivers not activating the kneelers. The
    assessment team observed that bus operators often used kneelers
    without appearing to be asked by customers and observed no problems.

5.  There were consumer complaints on the use of securements -- both
    that lap and shoulder belts were required when they should be
    optional, and that drivers did not properly secure passengers. No
    problems were observed in use of securement equipment when observing
    bus drivers during the assessment.

6.  Inaccessible paths of travel to and from bus stops appear to limit
    the use of Pace buses by people who use wheelchairs. Customers
    complained about the lack of accessible sidewalks. Additionally, FTA
    observers witnessed a problem with the path of travel at one stop,
    which would have prevented the passenger from using that stop
    without assistance.

7.  Pre-trip inspections include lift/ramp and kneeler cycling, PA
    checks, and securement checks.

8.  Preventive maintenance for lifts appears to be occurring on time at
    the required 3,000-mile intervals.

9.  Failed lifts appear to be repaired in a timely way, typically within
    a day or two of the reported failure. Vehicles with inoperable lifts
    do not appear to be placed in revenue service unless there are no
    accessible spares.

### Recommendations: {#recommendations-2 .unnumbered}

1.  It is recommended that operators be instructed to deploy ramps onto
    level sidewalks where possible and to avoid ramp deployment on
    streets and in curb cuts. Operators should also be reminded to
    assist passengers in use of the ramp upon request.

2.  In response to passenger complaints, Pace should consider refresher
    training to educate drivers about standees on lifts, and proper
    wheelchair securement, including optional use of lap and shoulder
    belts.

3.  Also based upon customer complaints and the assessment team
    inability to visit all nine Pace districts and the contract and
    municipal carriers, Pace should review the securement equipment
    currently in use in all of its facilities, particularly outlying
    areas such as Fox Valley and at some of the carriers.

4.  It is recommended that Pace continue to work with the counties and
    municipal jurisdictions to add new bus stops and accessible access
    to bus stops.

Attachment A

Pace Response

Attachment B

On-site Assessment Schedule

Pace Suburban Bus

ADA Fixed Route Assessment Schedule

July 22-25, 2002

+----------+----------+-----------+-----------+-----------+----------+
| **Re     | **       | *         | **        | **We      | **Th     |
| viewer** | Sunday** | *Monday** | Tuesday** | dnesday** | ursday** |
+----------+----------+-----------+-----------+-----------+----------+
| Rosemary | Arrive   | Ride      | 10 a.m.   | Early AM  | Morning  |
| Mathias, | --       | system -- | Opening   | -- North  | -- Prep  |
|          | morning  | stop      | C         | Shore     | for exit |
| Mult     |          | annou     | onference | Division, | co       |
| isystems |          | ncements, | @ Pace    | 2330      | nference |
|          |          | exter     | HQ, 550   | Oakton    |          |
| Lead     |          | nal/route | W.        | St,       | 1 p.m.   |
| Reviewer |          | ID        | Algonquin | Evanston  | -- Exit  |
|          |          | annou     | Rd,       |           | Co       |
|          |          | ncements, | Arlington | \(847\)   | nference |
|          |          | observe   | Heights   | 869-3878  | @ Pace   |
|          |          | lift      |           |           | HQ, 550  |
|          |          | boardings |           |           | W.       |
|          |          |           |           |           | A        |
|          |          |           |           |           | lgonquin |
|          |          |           |           |           | Rd\      |
|          |          |           |           |           | A        |
|          |          |           |           |           | rlington |
|          |          |           |           |           | Heights\ |
|          |          |           |           |           | (847)    |
|          |          |           |           |           | 228-2302 |
|          |          |           |           |           | (Melinda |
|          |          |           |           |           | Metzger) |
+----------+----------+-----------+-----------+-----------+----------+
| Russell  | Arrive   | Ride      | Early AM  | Ride      | Depart   |
| T        | --       | system -- | -- West   | system -- | O'Hare:  |
| hatcher, | evening  | stop      | Division, | stop      |          |
|          |          | annou     | 3500 W    | annou     | 6:10     |
| Mult     |          | ncements, | Lake St,  | ncements, | p.m.     |
| isystems |          | exter     | Melrose   | exter     |          |
|          |          | nal/route | Park\     | nal/route |          |
|          |          | ID        | (708)     | ID        |          |
|          |          | annou     | 344-7400  | annou     |          |
|          |          | ncements, |           | ncements, |          |
|          |          | observe   |           | observe   |          |
|          |          | lift      |           | lift      |          |
|          |          | boardings |           | boardings |          |
+----------+----------+-----------+-----------+-----------+----------+
| Terry    | Arrive   | Ride      | Ride      | Early AM  |          |
| Regan,   | --       | system -- | system -- | -- South  |          |
|          | morning  | stop      | stop      | Division, |          |
| Planners |          | annou     | annou     | 2101 West |          |
| Colla    |          | ncements, | ncements, | 163^rd^   |          |
| borative |          | exter     | exter     | Pl,       |          |
|          |          | nal/route | nal/route | Markham\  |          |
|          |          | ID        | ID        | (708)     |          |
|          |          | annou     | annou     | 331-0051  |          |
|          |          | ncements, | ncements, |           |          |
|          |          | observe   | observe   |           |          |
|          |          | lift      | lift      |           |          |
|          |          | boardings | boardings |           |          |
+----------+----------+-----------+-----------+-----------+----------+
| FTA      |          | Ride      | Consumer  |           |          |
| Regional |          | system -- | ride      |           |          |
| Staff    |          | stop      | alongs    |           |          |
|          |          | annou     |           |           |          |
|          |          | ncements; |           |           |          |
|          |          | exter     |           |           |          |
|          |          | nal/route |           |           |          |
|          |          | ID        |           |           |          |
|          |          | annou     |           |           |          |
|          |          | ncements; |           |           |          |
|          |          | observe   |           |           |          |
|          |          | lift      |           |           |          |
|          |          | boardings |           |           |          |
+----------+----------+-----------+-----------+-----------+----------+

Attachment C

Accessible Fixed Route Bus Service Brochure

Attachment D

Training Bulletins

Attachment E

FTA ADA Information Bulletin Volume 1 -- Questions and Answers
Concerning Common Wheelchairs and Public Transit

Attachment F

Pace Service Report Form

Attachment G

Policies and Notices:

Stop Announcements

Attachment H

Assessment Review Forms

On-Board Fixed Route Stop Announcements Assessment Form

Transit System Name: [**Pace -- Suburban Chicago**]{.underline} Date:
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Route #/Line Name:
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
Bus or Car #\_\_\_\_\_\_\_\_\_\_\_\_\_

Boarded at: Disembarked at:

Location: \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
Location: \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Time: \_\_\_\_\_\_\_\_\_\_\_\_\_ am / pm Time:
\_\_\_\_\_\_\_\_\_\_\_\_\_ am / pm

+------------------------+-----+------+----+----+-----+---+---+-----+
| Indicate below the     | *   |      |    | ** |     | * |   |     |
| stops that should be   | *In |      |    | On |     | * |   |     |
| announced (transfer    | dic |      |    | -b |     | E |   |     |
| points, major          | ate |      |    | oa |     | x |   |     |
| intersections, major   | Lo  |      |    | rd |     | t |   |     |
| destinations).         | cat |      |    | An |     | e |   |     |
|                        | ion |      |    | no |     | r |   |     |
| **Source: [No lists;   | Typ |      |    | un |     | n |   |     |
| Pace advises to call   | e** |      |    | ce |     | a |   |     |
| stops at major         |     |      |    | me |     | l |   |     |
| intersections,         |     |      |    | nt |     | I |   |     |
| transfer points,       |     |      |    | M  |     | D |   |     |
| desti                  |     |      |    | ad |     | * |   |     |
| nations]{.underline}** |     |      |    | e? |     | * |   |     |
|                        |     |      |    | ** |     |   |   |     |
|                        |     |      |    |    |     | * |   |     |
|                        |     |      |    |    |     | * |   |     |
|                        |     |      |    |    |     | A |   |     |
|                        |     |      |    |    |     | n |   |     |
|                        |     |      |    |    |     | n |   |     |
|                        |     |      |    |    |     | o |   |     |
|                        |     |      |    |    |     | u |   |     |
|                        |     |      |    |    |     | n |   |     |
|                        |     |      |    |    |     | c |   |     |
|                        |     |      |    |    |     | e |   |     |
|                        |     |      |    |    |     | m |   |     |
|                        |     |      |    |    |     | e |   |     |
|                        |     |      |    |    |     | n |   |     |
|                        |     |      |    |    |     | t |   |     |
|                        |     |      |    |    |     | M |   |     |
|                        |     |      |    |    |     | a |   |     |
|                        |     |      |    |    |     | d |   |     |
|                        |     |      |    |    |     | e |   |     |
|                        |     |      |    |    |     | ? |   |     |
|                        |     |      |    |    |     | * |   |     |
|                        |     |      |    |    |     | * |   |     |
+------------------------+-----+------+----+----+-----+---+---+-----+
| **Location**           | *   | *    | ** | *  | **N | * | * | *   |
|                        | *Tr | *Int | De | *Y | o** | * | * | *N/ |
|                        | ans | erse | st | es |     | Y | N | A** |
|                        | f** | ct** | ** | ** |     | e | o |     |
|                        |     |      |    |    |     | s | * |     |
|                        |     |      |    |    |     | * | * |     |
|                        |     |      |    |    |     | * |   |     |
+------------------------+-----+------+----+----+-----+---+---+-----+
|                        |     |      |    |    |     |   |   |     |
+------------------------+-----+------+----+----+-----+---+---+-----+
|                        |     |      |    |    |     |   |   |     |
+------------------------+-----+------+----+----+-----+---+---+-----+
|                        |     |      |    |    |     |   |   |     |
+------------------------+-----+------+----+----+-----+---+---+-----+
|                        |     |      |    |    |     |   |   |     |
+------------------------+-----+------+----+----+-----+---+---+-----+
|                        |     |      |    |    |     |   |   |     |
+------------------------+-----+------+----+----+-----+---+---+-----+
|                        |     |      |    |    |     |   |   |     |
+------------------------+-----+------+----+----+-----+---+---+-----+
|                        |     |      |    |    |     |   |   |     |
+------------------------+-----+------+----+----+-----+---+---+-----+
|                        |     |      |    |    |     |   |   |     |
+------------------------+-----+------+----+----+-----+---+---+-----+
|                        |     |      |    |    |     |   |   |     |
+------------------------+-----+------+----+----+-----+---+---+-----+
|                        |     |      |    |    |     |   |   |     |
+------------------------+-----+------+----+----+-----+---+---+-----+
|                        |     |      |    |    |     |   |   |     |
+------------------------+-----+------+----+----+-----+---+---+-----+
|                        |     |      |    |    |     |   |   |     |
+------------------------+-----+------+----+----+-----+---+---+-----+
|                        |     |      |    |    |     |   |   |     |
+------------------------+-----+------+----+----+-----+---+---+-----+
|                        |     |      |    |    |     |   |   |     |
+------------------------+-----+------+----+----+-----+---+---+-----+
|                        |     |      |    |    |     |   |   |     |
+------------------------+-----+------+----+----+-----+---+---+-----+
|                        |     |      |    |    |     |   |   |     |
+------------------------+-----+------+----+----+-----+---+---+-----+
|                        |     |      |    |    |     |   |   |     |
+------------------------+-----+------+----+----+-----+---+---+-----+
|                        |     |      |    |    |     |   |   |     |
+------------------------+-----+------+----+----+-----+---+---+-----+
|                        |     |      |    |    |     |   |   |     |
+------------------------+-----+------+----+----+-----+---+---+-----+

NOTE: If announcements are made, indicate whether they were made using
the PA system, by voice, or by automated system: \_\_\_\_\_PA
\_\_\_\_\_Voice \_\_\_\_\_Auto

Announcements Clear/Audible? \_\_\_\_\_Yes \_\_\_\_\_No
\_\_\_\_\_Sometimes

Were other stops/locations called? \_\_\_\_\_Yes \_\_\_\_\_No

Notes:\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Signature and Name:
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
(rev. 07/15/02)

**Vehicle/Passenger Identification Assessment Form**

Transit System Name**: [Pace -- Suburban
Chicago]{.underline}**\_\_\_\_\_\_ Date:
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Stop/Station Location:
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
Page \_\_\_\_\_ of \_\_\_\_\_

Record of External Announcements or Other Method of Vehicle/Passenger
Identification

-   Route or Line #:
    \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
    Bus or Car #: \_\_\_\_\_\_\_\_\_\_\_

> Vehicle/Run Announcement:  YES  NO Time:
> \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
>
> Announcement:
> "\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_"

-   Route or Line #:
    \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
    Bus or Car #: \_\_\_\_\_\_\_\_\_\_\_

> Vehicle/Run Announcement:  YES  NO Time:
> \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
>
> Announcement:
> "\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_"

-   Route or Line #:
    \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
    Bus or Car #: \_\_\_\_\_\_\_\_\_\_\_

> Vehicle/Run Announcement:  YES  NO Time:
> \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
>
> Announcement:
> "\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_"

-   Route or Line #:
    \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
    Bus or Car #: \_\_\_\_\_\_\_\_\_\_\_

> Vehicle/Run Announcement:  YES  NO Time:
> \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
>
> Announcement:
> "\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_"

-   Route or Line #:
    \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
    Bus or Car #: \_\_\_\_\_\_\_\_\_\_\_

> Vehicle/Run Announcement:  YES  NO Time:
> \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
>
> Announcement:
> "\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_"

-   Route or Line #:
    \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
    Bus or Car #: \_\_\_\_\_\_\_\_\_\_\_

> Vehicle/Run Announcement:  YES  NO Time:
> \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
>
> Announcement:
> "\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_"

-   Route or Line #:
    \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
    Bus or Car #: \_\_\_\_\_\_\_\_\_\_\_

> Vehicle/Run Announcement:  YES  NO Time:
> \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
>
> Announcement:
> "\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_"

-   Route or Line #:
    \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
    Bus or Car #: \_\_\_\_\_\_\_\_\_\_\_

> Vehicle/Run Announcement:  YES  NO Time:
> \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
>
> Announcement:
> "\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_"

Notes:\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Signature:
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
(rev::7/15/02)

Consumer Assessment Form

Transit System Name: [**Pace- Suburban Chicago**]{.underline} Date:
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Route #/Line Name:
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
Bus #\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

  -------------- ------------------------------------------------------------------------------------------------------------------------ --------------- ------------------------------------------
  Boarded at:                                                                                                                             Disembarked at: 

  Location:      \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_                                                                                   Location:       \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

  Time:          \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_                                                                                   Time:           \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

  Riding with:   \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_                   
  -------------- ------------------------------------------------------------------------------------------------------------------------ --------------- ------------------------------------------

**Origin Comments**

1.  Was the stop accessible?  yes  no
    \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

2.  Was the path of travel accessible?  yes  no
    \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

3.  Did the driver stop with easy access for boarding?  yes  no
    \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

**Boarding the Bus**

4.  Was the driver professional and courteous?  yes  no
    \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

5.  Did the lift work properly?  yes  no
    \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

\- If so, was the mobility device secured properly?  yes  no
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

> \- If [not]{.underline}, did driver appear to call dispatch?  yes 
> no \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
>
> \- If [not]{.underline}, did the driver tell the passenger when &

how they would be transported?  yes  no
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

6.  Did the driver pass by the passenger without

stopping?  yes  no \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

**Equipment**

7.  Did the securements work properly?  yes  no
    \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

8.  Did the destination sign work properly?  yes  no
    \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

9.  Did the stop request bell work properly?  yes  no
    \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

10. Were stop announcements made?  yes  no
    \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

\- If so, did the driver use  PA  voice  auto

\- If so, were they clear & audible?  yes  no
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

**Destination**

11. Did the lift work properly?  yes  no
    \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

12. Was the stop accessible?  yes  no
    \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

13. Was the path of travel accessible?  yes  no
    \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

14. Did driver stop with easy access for deboarding?  yes  no
    \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Notes:\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Assessor:
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_(rev.
7/15/02)

Date: 7/24/02 / Time: \_\_\_\_\_\_\_\_am
Reviewer\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

**Record of Lift Cycling and Working Condition of Lifts and Access
Features**

Transit Agency: [**Pace -- Suburban Chicago**]{.underline} Garage
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Bus #:\_\_\_\_\_\_\_\_ Route/Block #:\_\_\_\_\_\_\_\_ Lift Cycled By: 
Driver  Mechanic  Starter

Lift Works  Yes  No  N/A
Comments\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Ramp Works  Yes  No  N/A
Comments\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Kneelers Works  Yes  No  N/A
Comments\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Securements Functional?  Yes  No
Comments\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Securements Clean?  Yes  No
Comments\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

PA Worked?  Yes  No
Comments\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Familiar with Equipment?  Yes  No
Comments\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Comments:\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Bus #:\_\_\_\_\_\_\_\_ Route/Block #:\_\_\_\_\_\_\_\_ Lift Cycled By: 
Driver  Mechanic  Starter

Lift Works  Yes  No  N/A
Comments\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Ramp Works  Yes  No  N/A
Comments\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Kneelers Works  Yes  No  N/A
Comments\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Securements Functional?  Yes  No
Comments\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Securements Clean?  Yes  No
Comments\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

PA Worked?  Yes  No
Comments\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Familiar with Equipment?  Yes  No
Comments\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Comments:\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Bus #:\_\_\_\_\_\_\_\_ Route/Block #:\_\_\_\_\_\_\_\_ Lift Cycled By: 
Driver  Mechanic  Starter

Lift Works  Yes  No  N/A
Comments\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Ramp Works  Yes  No  N/A
Comments\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Kneelers Works  Yes  No  N/A
Comments\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Securements Functional?  Yes  No
Comments\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Securements Clean?  Yes  No
Comments\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

PA Worked?  Yes  No
Comments\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Familiar with Equipment?  Yes  No
Comments\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Comments:\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Optional Driver Interview Questions on Reverse

**Optional Driver Interview Questions**

1.  What is the agency's policy regarding lift cycling?

2.  What training do they received in operating lifts, securement
    systems, and other access features?

3.  What do they do if a lift malfunctions when being cycled at the
    garage? On the route?

4.  What do they do if a lift malfunctions in service?

\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

1.  What is the agency's policy regarding lift cycling?

2.  What training do they received in operating lifts, securement
    systems, and other access features?

3.  What do they do if a lift malfunctions when being cycled at the
    garage? On the route?

4.  What do they do if a lift malfunctions in service?

\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

1.  What is the agency's policy regarding lift cycling?

2.  What training do they received in operating lifts, securement
    systems, and other access features?

3.  What do they do if a lift malfunctions when being cycled at the
    garage? On the route?

4.  What do they do if a lift malfunctions in service?

**Pace Driver Interviews**

-   How long have you been a bus operator?

-   Do you usually drive a lift- or ramp-equipped bus?

**Wheelchair Lifts**

-   What is Pace's policy regarding lift testing if you are assigned to
    a wheelchair-lift equipped bus?

-   If the lift doesn\'t work when you test it, what do you do?

-   If you are driving a bus with a lift that is broken and you see a
    person who is using a wheelchair at a stop, what do you do?

-   If the lift doesn't work when you are attempting to board a rider
    who uses a wheelchair, what do you do?

-   What assistance do you provide when boarding riders who use
    wheelchairs?

-   If a rider who uses a wheelchair refuses to let you secure the
    wheelchair, what do you do?

-   If someone using a three-wheeled scooter gets on your bus and you
    have difficulty figuring out how the scooter can be secured, what do
    you do?

-   What training did you receive regarding assisting persons who use
    wheelchairs and using the lifts and securement systems? Do you feel
    the training was adequate?

**Stop Announcements**

-   When do you do on-board stop announcements?

-   Do you use the PA system when making stop announcements?

-   Do you have all of the equipment and information you need to be able
    to make stop announcements? Is there anything that would help?

-   Do you identify your bus and route when pulling up to stops?

-   What training did you receive in making on-board and external stop
    announcements? Was it adequate?

Attachment I

Policies & Notices:

Lift Use & Wheelchair Securement

Attachment J

Sample Maintenance Forms & Reports

[^1]: It should be noted that the shelter is an advertising shelter
    installed and owned by a local company, Illinois Convention and
    Safety Corporation (IC&SC), under contract with the City of
    Northdale. Pace has no contractual relationship with IC&SC.