transit guide

RIDERS GUIDE / ACCESSIBILITy

TITLE VI ASSURANCES :

UPDATED JULY, 2024

Dunklin County Transit Service, Inc. agrees to comply with all provisions prohibiting discrimination on the basis of race, color, or national origin of Title VI of the Civil Rights Act of 1964, as amended, 42 U.S.C. 200d et seq., and with U.S. DOT regulations, “Nondiscrimination in

Federally-Assisted Programs of the Department of Transportation – Effectuation of Title VI of the Civil Rights Act,” 49 CFR part 21. Dunklin County Transit Service, Inc. assures that no person shall, as provided by Federal and State civil rights laws, be excluded from participation in, be denied the benefits of, or be subjected to discrimination under any program or activity.

Dunklin County Transit Service, Inc. further ensures every effort will be made to ensure non-discrimination in all programs and activities, whether those programs and activities are federally funded or not. Dunklin County Transit Service, Inc. meets the objectives of the FTA Master Agreement which governs all entities applying for FTA funding, including Dunklin County Transit Service, Inc. and its third-party contractors by promoting actions that:

A. Ensure that the level and quality of transportation service is provided without regard to race, color, or national origin.

B. Identify and address, as appropriate, disproportionally high and adverse effects of programs and activities on minority populations and low-income populations.

C. Promote the full and fair participation of all affected Title VI populations in transportation decision making.

D. Prevent the denial, reduction, or delay in benefits related to programs and activities that benefit minority populations or low-income populations.

E. Ensure meaningful access to programs and activities by persons with Limited English Proficiency (LEP).

agency information:

1. Mission of Dunklin County Transit Service, Inc.

It is the mission of Dunklin County Transit Service, Inc. to serve the public by making them aware of our services which are available to them and by meeting the transportation needs in our service area. Meeting these needs will keep people mobile and active in their day to day lives. We, at Dunklin County Transit, wish to meet the medical, social, educational, employment and any other needs in between by providing courteous, dependable, and safe transportation for all.

2. History (including year started)

Dunklin County Transit was incorporated as a not-for-profit agency providing transportation in July, 1982. Operations started in the upstairs of an old church in Malden, MO. In 1991, Dunklin County Transit bought their current operating facility at 610 N. Douglass in Malden. As growth continued, the transit rented the adjacent property which has a 3,600 sq ft garage used for parking and housing of buses and vans. Dunklin County Transit purchased the rented property, plus an additional half back-lot for additional parking. The services provided by Dunklin County Transit have grown significantly. Currently the Dunklin County Transit operates 22 vehicles; 4 minibuses, 4 car/SUV’s, and 14 minivans. Thirteen of those vehicles are wheelchair accessible. Dunklin County Transit employs four full time office staff and 20 drivers.

3. Regional Profile (regional population; growth projection)

Dunklin County Transit is located in the southern most part of the bootheel of Southeast Missouri. According to the most recent census, Dunklin County has a total population of 26,306. Dunklin County covers an area of 547 square miles. The largest Dunklin County racial/ethnic groups are: White 74.9%, Black 9.9%, and hispanic 7.4%. This is a very rural area.

4. Population served (in relation to regional population)

Dunklin County Transit served a total of 5881 unduplicated persons in Dunklin County in the most recent completed fiscal year (ending 6/30/2023). Dunklin County Transit provided 23,336 one way trips to residents of Dunklin County during this same period.

5. Service area (include map, with any routes utilized)

Please see attached service area and route schedule.

6. Governing body make-up (include terms of office)

Dunklin County Transit is governed by an advisory board. This board is made up of people from different areas of the county. There is a total of five members, which include President/Chairman; Vice-President/Vice Chairman, and treasurer. Our by-laws state that five members is the maximum number of members allowed, and board members recruit new board members when they are needed. There are no term limits for board members. New officers are elected annually. At this time, there is a minority representation on the Dunklin County Transit Advisory Board.

Notice to the Public:

Notifying the Public of Rights under Title VI

Dunklin County Transit Service, Inc. posts Title VI notices on our agency’s website, in public areas of our agency, in our board room, and on our buses and/or para-transit vehicles.

Dunklin County Transit Service, Inc. operates its programs and services without regard to race, color, or national origin, in accordance with Title VI of the Civil Rights Act of 1964.

For more information on the Dunklin County Transit Service, Inc.’s Title VI program, and the procedures to file a complaint, contact

Kristi Rawlings, Operations Manager at 573-276-5806; email k.rawlings@dctsmalden.com; or visit our administrative office at 610 N. Douglass St, Malden, MO 63863.

For more information visit: www.dctsmalden.com

If you believe you have been discriminated against on the basis of race, color, or national origin by Dunklin County Transit Service, Inc., you may file a Title VI complaint by completing, signing, and submitting the agency’s Title VI Complaint Form.

To obtain additional information about your rights under Title VI, contact:

Kristi Rawlings, Operations Manager at Dunklin County Transit Service, Inc.

How to file a Title VI/ADA complaint with Dunklin County Transit Service, Inc.

1. To obtain a Complaint Form from Dunklin County Transit Service, Inc., contact Dunklin County Transit Service Inc, 610 N. Douglass St, Malden, MO 63863 or you may visit our website at www.dctsmalden.com.

2. In addition to the complaint process at Dunklin County Transit Service, Inc., complaints may be filed directly with the Federal Transit Administration, Office of Civil Rights, East Building, 5th Floor – TCR 1200 New Jersey Ave., SE Washington, DC 20590.

3. Complaints must be filed within 180 days following the date of the alleged discriminatory occurrence and should contain as much detailed information about the alleged discrimination as possible.

4. The form must be signed, dated, and include your contact information. If information is needed in another language, contact Kristi Rawlings, Operations Manager at Dunklin County Transit 573-276-5806. This Notice is posted on our agency’s website, in public areas of our agency, within transit facilities, and within transit or para-transit vehicles.

Procedure for Filing a Title VI Complaint:

Filing a Title VI Complaint

The complaint procedures apply to the beneficiaries of Dunklin County Transit Service, Inc.’s programs, activities, and services.

RIGHT TO FILE A COMPLAINT:

Any person who believes they have been discriminated against on the basis of race, color, or national origin by Dunklin County Transit Service, Inc. may file a Title VI complaint by completing and submitting the agency’s Title VI Complaint Form. Title VIcomplaints must be received in writing within 180 days of the alleged discriminatory complaint.

HOW TO FILE A COMPLAINT:

Information on how to file a Title VI complaint is posted on our agency’s website, in public areas of our agency, within transit facilities, and within transit or para-transit vehicles.

You may download the Dunklin County Transit Service, Inc. Title VI Complaint Form at www.dctsmalden.com, or request a copy by writing to Dunklin County Transit Service, Inc. ATTN: Title VI, 610 N. Douglass St, Malden, MO 63863.

Information on how to file a Title VI complaint may also be obtained by calling Dunklin County Transit Service, Inc. at 573-276-5806.

You may file a signed, dated complaint no more than 180 days from the date of the alleged incident. The complaint should include:

• Your name, address, and telephone number.

• Specific, detailed information (how, why, and when) about the alleged act of discrimination.

• Any other relevant information, including the names of any persons, if known, the agency should contact for clarity of the allegations.

Please submit your complaint form to Dunklin County Transit Service, Inc., Attn: Title VI Complaint Form, 610 N. Douglass St, Malden, MO 63863.

COMPLAINT ACCEPTANCE:

Dunklin County Transit Service Inc. will process complaints that are complete. Once a completed Title VI Complaint Form is received, Dunklin County Transit Service, Inc. will review it to determine if Dunklin County Transit Service, Inc. has jurisdiction. The complainant will receive an acknowledgement letter informing them whether or not the complaint will be investigated by Dunklin County Transit Service, Inc.

INVESTIGATIONS: Dunklin County Transit Service, Inc. will generally complete an investigation within 90 days from receipt of a completed complaint form. If more information is needed to resolve the case, Dunklin County Transit Service, Inc. may contact the complainant. Unless a longer period is specified by Dunklin County Transit Service, Inc., the complainant will have ten (10) days 6 from the date of the letter to send requested information to the Dunklin County Transit Service, Inc. investigator assigned to the case.

If the requested information is not received within that time frame the case will be closed. Also, a case can be administratively closed if the complainant no longer wishes to pursue the case.

LETTERS OF CLOSURE OR FINDING:

After the Title VI investigator reviews the complaint, the Title VI investigator will issue one of two letters to the complainant: a closure letter or letter of finding (LOF).

• A closure letter summarizes the allegations and states that there was not a Title VI violation and that the case will be closed.

• A Letter of Finding (LOF) summarizes the allegations and the interviews regarding the alleged incident, and explains whether any disciplinary action, additional training of the staff member, or other action will occur.

If the complainant disagrees with Dunklin County Transit Service Inc.’s determination, the complainant may request reconsideration by submitting the request in writing to the Title VI investigator within seven (7) days after the date of the letter of closure or letter of finding, stating with specificity the basis for the reconsideration. Dunklin County Transit Service, Inc. will notify the complainant of the decision either to accept or reject the request for reconsideration within ten (10) days. In cases where reconsideration is granted, Dunklin County Transit Service, Inc. will issue a determination letter to the complainant upon completion of there consideration review.

• A Determination Letter for cases where reconsideration is granted summarizes the allegations, the original finding, the basis for reconsideration, the final findings, and what remedial action(s) are necessary disciplinary action, additional training of the staff member, or other action will occur.

A person may also file a complaint directly with the Federal Transit Administration, at the FTA Office of Civil Rights, East Building, 5th Floor - TCR 1200 New Jersey Avenue SE, Washington, DC 20590.

Dunklin County Transit Service, Inc. will notify the Missouri Department of Transportation of all Discrimination complaints within 72 hours by contacting the MoDOT Title VI Coordinator via the External Civil Rights main line at (573) 526-2978; or via e-mail at TitleVI@modot.mo.gov.

If information is needed in another language, contact Kristi Rawlings at Dunklin County Transit Service, Inc. at 573-276-5806, or at k.rawlings@dctsmalden.com.

TITLE VI COMPLAINT FORM: LINK TO PDF

DUNKLIN COUNTY TRANSIT  SERVICE POLICY

Dunklin County Transit is a curb-to-curb service provider.  Our drivers can assist a passenger to board or exit the vehicle, operate the wheelchair lift, or set packages at the curb.  Dunklin County Transit can accommodate ambulatory or wheelchair passengers.  Persons using wheelchairs must have a flat surface or a ramp that is clear of hazards and at an angle that does not put drivers at risk of injury.  For the driver’s and passenger’s protection, Dunklin County Transit drivers are prohibited from entering the passenger’s home or private residence.  Passengers requiring additional assistance beyond boarding or exiting the vehicle may require an additional passenger to escort them to their destination.  Dunklin County Transit drivers are encouraged to exercise professional customer service by offering assistance to all passengers.   This policy was approved by the Dunklin County Transit Advisory Board on February 24, 2015. 

DUNKLIN COUNTY TRANSIT DONATION/CONTRIBUTION COLLECTION PROCEDURE

Dunklin County Transit accepts donations/contributions from our riders for their transportation services.  The procedure for this process is that the driver has a locked money box that they carry with them on their route and the riders are provided with an envelope with the suggested donation printed on the front.  The riders put their money in the envelope and they drop their envelope in the locked money box which is turned into the office staff at the end of the day.  This procedure was approved by the Dunklin County Transit Advisory Board on February 24, 2015.

DUNKLIN COUNTY TRANSIT PASSENGER BEHAVIOR POLICY

The following rules/guidelines are expected to be followed by all passengers to ensure that everyone has a safe and enjoyable ride.

• All riders are required to wear a seat belt.

• There will be no smoking or tobacco use on the vehicles or around the vehicle with the doors open.

• No weapons are allowed on the vehicle.

• No sexual contact or discussion.

• Vulgar language and/or violent/unruly behavior will not be tolerated.

• No discussion of religion or politics.

• All children must be accompanied by an adult and if your child is in need of a car seat/booster seat, etc. you must provide one in order for them to ride.

• There can be no obstructing or interfering with the driver's safe operation of the vehicle.

• No fighting, arguing, harassing or any other disruptive behavior with any other passenger or Dunklin County Transit driver or office staff.

• Riders must remain seated until the vehicle comes to a complete stop.  

Any violation of any of the above listed rules/guidelines or any other action that may pose a threat or harm to the individual, driver or any other passenger of Dunklin County Transit may result in suspension or termination of services.  This policy was approved at the Dunklin County Transit Advisory Board on February 24, 2015. 

DUNKLIN COUNTY TRANSIT COMPLAINT RESOLUTION POLICY

If any Dunklin County Transit passenger or employee has a complaint with our services, staff, etc. they may contact our office by phone, in person (during office hours), or in writing.  If a call or in-person visit occurs, the Dunklin County Transit office personnel will direct the complaint to the Operations Manager, or in her absence, the Facilities Manager and it will be handled with respect and in an expeditious manner.  Any complaint must immediately be brought to the Operations Manager’s attention, who will immediately take appropriate action to begin an investigation.  On all complaints the Operations Manager will contact the person(s) that initiated the complaint within seven (7) days.  The Operations Manager will provide the resolution in writing to the complainant within ten (10) days.  If the complainant is not satisfied with the resolution, the complainant may take it to the Advisory Board within ten (10) days of the Operations Manager written resolution.  The Advisory Board will issue a final written decision within seven (7) days after the meeting to discuss the complaint.  If needed, the Operations Manager will ensure that appropriate re-training and/or disciplinary action occurs and is documented.  All complaints/disputes will be documented and maintained by the Operations Manager.  This policy was approved by the Dunklin County Transit Advisory Board on February 24, 2015. 

DUNKLIN COUNTY TRANSIT SUSPENSION APPEALS POLICY 

Passengers of Dunklin County Transit can have their transportation services suspended due to a variety of reasons at the discretion of the Operations Manager.  Some of the reasons may include, but are not limited to: repeat offenders of no show, violation of passenger behavior policy, any violent/abusive behavior, etc.  Any appeal must be submitted in writing to the Operations Manager.  Upon review of the appeal, the Operations Manager in consultation with the Advisory Board will make the final suspension decision within seven (7) days of receiving the appeal.  After the suspension decision is made, the Operations Manager will have to issue the final suspension decision in writing within three (3) days to the passenger involved.  This policy was approved by the Dunklin County Transit Advisory Board on February 24, 2015. 

DUNKLIN COUNTY TRANSIT TERMINATION OF SERVICES POLICY  

Dunklin County Transit Service, Inc. shall have the right to deny services to any person for the following reasons:  1. Intoxicated (alcohol or drugs) 2. Violent or unruly 3. Too handicapped to be transported safely, and does not have an escort 4. Too ill to be transported safely  All incidents to denial to transport shall be reported to the Transit office immediately by the driver.  Any funding agency will be informed of this denial of service if deemed necessary.  If a person should ask to be heard, the person must submit a written request to the Operations Manager.  This policy was updated and revised at the Dunklin County Transit Advisory Board meeting which was held on Thursday, July 15, 2010. 

REASONABLE MODIFICATION POLICY

Background: 

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:

• Information on the reasonable modification process must be readily available to the public, and must be accessible

• Advance notice can be required, but flexibility is also needed to handle requests that are only practicable on the spot

• Individuals requesting modifications are not required to use the term “reasonable modification”  

Procedure: 

Passengers 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 Information:

The 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 1(573)276-5806 or 1(800)696-5806 or email us at k.rawlings@dctsmalden.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 26, 2016.

ADA Policy: AMERICANS WITH DISABILITY ACT POLICY DUNKLIN COUNTY TRANSIT SERVICE, INC.

Goal 

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.  

Policy 

It is the policy of Dunklin County Transit Service, Inc. to abide by all provisions of the Americans with Disabilities Act (ADA) of 1990, Section 504 of the Rehabilitation Act of 1973 and US Department of Transportation (DOT) implementation regulation found at 49 CFR Parts 27, 37 and 38 as amended, in the delivery of transit services that are open to the public and prohibits discrimination on the basis of disability and sets specific requirements that transit agencies must follow.  ADA Requirements Equivalent Service Dunklin County Transit Service, Inc. provides demand response rural public transportation and provides equivalent service to individuals with disabilities, that is consistent with DOT ADA 49 CFR Part 37.77. This transportation will be provided in the most integrated setting appropriate to the needs of the individual and will be equivalent to the service provided other individuals with respect to:  

Response time; Donations; Geographic area of service; Hours and days of service; Restrictions or priorities based on the trip purpose; Availability of information and reservations capability; Any constraints on capacity or availability.  General Service Requirement A. 

Training 

Dunklin County Transit Service, Inc. shall ensure that personnel are trained to proficiency, as appropriate to their duties, so that they operate vehicles and equipment safely and properly assist and treat individuals with disabilities who use the service in a respectful and courteous way, with appropriate attention to the differences among individuals with disabilities.   

Service Animals 

Dunklin County Transit Service, Inc. shall permit service animals to accompany individuals with disabilities in vehicles and facilities.  Under the Americans with Disabilities Act of 1990, a service animal is defined as “any guide dog, signal dog, or other animal that is individually trained to do work or perform tasks for an individual with a disability, including, but not limited to, alerting individuals with impaired hearing to intruders or sounds, providing minimal protection or rescue work, pulling a wheelchair, or fetching dropped items”. 49CFR37.3  Control of the service animal is the responsibility of the animals’ partner.  Any animal out of control will not be transported.  If an animal’s behavior creates a hazard or direct threat, the accountability for damages or injuries shall remain with the person responsible for the animal.  Service animals should sit or lie on the floor.  Animals should not occupy a passenger seat, and should not block the passenger aisle.  

Transporting Wheelchairs Wheelchair Definition.  

A wheelchair is defined in Section 37.3 as a “mobility aid belonging to any class of three or more wheeled devices, usable indoors, designed or modified for and used by individuals with mobility impairments, whether operated manually or powered.”  Dunklin County Transit Service, Inc. will accommodate mobility devices.  Three or more wheeled devices, usable indoors, designed or modified for and used by individuals with mobility impairments, whether operated manually or powered, will be accommodated as long as the lift or ramp can accommodate the size and weight of the wheelchair and its user and there is space for the wheelchair on the vehicle.  Mobility devices will not be transported if they are inconsistent with legitimate safety requirements.  Individuals using powered mobility devices must be able to safely operate and maneuver the power unit when loading and unloading.  If they are not able to safely maneuver the power device other options will be required, such as switching to a manual chair, or even rescheduling the transportation trip in order to secure the use of a manual chair.

Wheelchair Securement 

Section 38.23(d) of the DOT’s ADA regulation requires all ADA compliant vehicles to have a two-part securement system:  One to secure the mobility device and a seatbelt and shoulder harness for the wheelchair user (such seat belts and shoulder harnesses shall not be used in lieu of a device which secures the wheelchair or mobility aid itself.)  The securement system shall limit the movement of an occupied wheelchair or mobility aid to no more than 2 inches in any direction under normal vehicle operating conditions. 49 CFR 38(d)(5).  It is recommended that power chairs and scooters be turned to the “OFF” position once on the lift platform and while the lift is in operation.  All wheelchairs must be secured to the floor of the vehicle using the securement equipment.

Lift Deployment

Passengers will be permitted to use a lift or ramp to board or disembark from a vehicle at any designated stop, unless the lift or ramp can not be deployed, the lift or ramp will be damaged if it is deployed, or temporary conditions preclude the safe use of the stop by all passengers.  Standees should stand in the center of the platform facing the direction of travel.  If capable, the passenger should hold both handrails when on the platform.

Oxygen Tanks

Passengers requiring oxygen will be permitted to bring their tanks or other oxygen equipment on board the transit vehicle as long as it can be safely secured inside the vehicle.

Accessible Communication

Dunklin County Transit Service, Inc. is committed to providing information about its services, policies and procedures to the public in accessible formats for persons with disabilities.  Dunklin County Transit Service, Inc. shall provide a TTY number (or make use of an operator assisted RELAY service) so that persons with hearing or speech impairments may communicate with and receive information from Dunklin County Transit Service, Inc. staff.

Driver Responsibilities

Drivers are responsible for loading and unloading persons with disabilities.  Drivers are not personal care attendants.  If the passenger needs assistance they should have a personal care attendant accompany them.  The attendant will ride free of charge.  Drivers are not permitted to enter a passenger’s home under any circumstance.  Drivers are not permitted to maneuver a wheelchair up or down more than one step.  This rule is provided for the safety of the passengers and the driver.  Drivers are not permitted to lift passengers.  Drivers will help passengers take lightweight items off the vehicle and set them on the curb.  If additional assistance is required, this assistance may be rendered on a case-by-case basis.

Passenger Responsibilities

All passengers must be able to sit in a bus seat or wheelchair in order to be transported.  All passengers on the vehicle are required to wear seat belts to include lap and shoulder belts.  Persons who, for medical reasons, are unable to wear a safety belt may request exemptions.  The person must request a written verification from their physician attesting to the need for the exemption.  A special notation will be placed in that rider’s information file.  Dunklin County Transit Service, Inc. will deny service to any individual who engages in violent, illegal conduct.  If a passenger’s physical condition or conduct is hazardous, or whose behavior is seriously disruptive and/or a direct threat to others, service will be denied.  The passenger will be notified of his/her right to appeal the denial of service and Dunklin County Transit Service, Inc. will hear the appeal as soon as reasonably possible.  This policy was approved and adopted by the Dunklin County Transit Advisory Board meeting held on Tuesday, April 26th, 2016.