Effective July 13, 2015, transit providers are required under 49 CFR 37.5(i)(3) to make reasonable modifications in policies, practices, or procedures when the modifications are necessary to avoid discrimination on the basis of disability or to provide program accessibility to their services. The process to be used in considering requests for reasonable modifications is described in 49 CFR 37.169.
Basic process requirements that must be met are:
ProcedurePassengers can request reasonable modifications for all modes (fixed route, general public demand response, and ADA paratransit). Passengers making requests are not required to use the term “reasonable modification.”
Requests should be made at least the day before but flexibility is required for on the spot requests. The transit manager will review all requests and provide the determination. For on-the-spot requests, the driver should contact dispatch. Dispatch will contact the transit manager.
Documentation will be maintained regarding the request and the resulting action taken.
Public InformationThe following statement will be posted on the website and the rider guide.
Passengers with disabilities may request modifications to current service procedures to access the service. To make a request, please call us at 573-276-5806 or 800-696-5806 or email us at email@example.com. Please submit requests at least the day before the trip.
This policy was approved and adopted by the Dunklin County Transit Advisory Board at our meeting held on Tuesday, April 26th, 2016.
If you have a complaint about the accessibility of our transit system or service, or believe you have been discriminated against because of your disability, you can file a complaint. Please provide all facts and circumstances surrounding your issue or complaint so we can fully investigate the incident.
How do you file a complaint?
You can call us, download and use our ADA complaint form at www.dctsmalden.com, or request a copy of the form by writing or phoning Dunklin County Transit Service, Inc., 610 N. Douglass Street, Malden, MO, 63863, phone: 573-276-5806 or 800-696-5806.
You may file a signed, dated and written complaint no more than 180 days from the date of the alleged incident. The complaint should include:
Please submit your complaint form to address listed below:
Katrina Hodges, Executive Director
Dunklin County Transit Service, Inc.
610 N. Douglass Street, Malden, MO 63863
Do you need complaint assistance?
If you are unable to complete a written complaint due to a disability or if information is needed in another language we can assist you. Please contact us at 573-276-5806, 800-696-5806 or firstname.lastname@example.org.
How will your complaint be handled?
Dunklin County Transit Service, Inc. investigates complaints received no more than 180 days after the alleged incident. Dunklin County Transit Service, Inc. will process complaints that are complete. Once a completed complaint is received, Dunklin County Transit Service, Inc. will review it to determine if Dunklin County Transit Service, Inc. has jurisdiction.
Dunklin County Transit Service, Inc. will generally complete an investigation within 90 days from receipt of a complaint. If more information is needed to resolve the case, Dunklin County Transit Service, Inc. may contact you. Unless a longer period is specified by Dunklin County Transit Service, Inc., you will have ten (10) days from the date of the request to send the requested information. If the requested information is not received, Dunklin County Transit Service, Inc. may administratively close the case. A case may also be administratively closed if you no longer wish to pursue it.
After an investigation is complete, Dunklin County Transit Service, Inc. will send you a letter summarizing the results of the investigation, stating the findings and advising of any corrective action to be taken as a result of the investigation. If you disagree with Dunklin County Transit Service, Inc.’s determination, you may request reconsideration by submitting a request in writing to Dunklin County Transit Service, Inc.’s executive director within seven (7) days after the date of Dunklin County Transit Service, Inc.’s letter, stating with specificity the basis for the reconsideration. The executive director will notify you of the decision either to accept or reject the request for reconsideration within ten (10) days. In cases where reconsideration is granted, the executive director will issue a determination letter to the complainant upon completion of the reconsideration review.
Do I have other options for filing a complaint?
We encourage that you file the complaint with us. However, you may file a complaint with the Missouri Department of Transportation or the Federal Transit Administration.
Missouri Department of Transportation
External Civil Rights Division
Title VI Coordinator
1617 Missouri Blvd P.O. Box 270
Jefferson City, Mo 65102-0270
Federal Transit Administration
Office of Civil Rights
Region 7, 901 Locust St. Suite 404
Kansas City, MO 64106
This complaint procedure was approved and adopted by the Dunklin County Transit Advisory Board at our meeting held on Tuesday, April 26th, 2016.
It is the goal of Dunklin County Transit Service, Inc., through its (demand response) rural public transit service, to design, implement and maintain an efficient and effective transportation system for persons with disabilities. Dunklin County Transit Service, Inc. works to ensure nondiscriminatory transportation in support of the Federal Transit Administration’s mission to enhance the social and economic quality of life for all Americans.