Reasonable Service Modifications
Reasonable Service Modification
In accordance with guidelines provided by The Americans with Disabilities Act (ADA), it is C-TRAN’s policy to provide reasonable service modifications when requested to do so by individuals with disabilities. Requests for modifications are considered on a case-by-case basis, and can be denied for one or more of the following reasons:
- Granting the request would fundamentally alter the nature of C-TRAN’s service, programs, or activities;
- Granting the request could create a direct threat to the health or safety of others;
- Granting the request would create an undue financial or administrative burden for C-TRAN; or
- Without such modification, the individual with a disability is otherwise able to fully use C-TRAN’s services, programs, or activities for their intended purpose.
- Advanced requests for a reasonable service modification may be made by calling C-TRAN at (360) 695-0123, or C-VAN at (360) 695-8918.
- Please specify your request and explain how it helps you use the bus; there is no need to provide details of your disability.
- You may also make your request at the time of boarding, by asking your bus operator for a service modification. Please note that requests made at the time of boarding may not be immediately approved. C-TRAN is best able to address your requests when they are made in advance.
If your request is not granted and you feel that the decision was made in error, you may appeal the decision. This does not mean that your request will be granted, pending the appeal.
- Please make your appeal in writing. If needed, arrangements may be made to hear your appeal by other accessible means. In order to fairly evaluate your appeal and investigate your request, please specify the type of request that you made and the reason the request is needed to accommodate your disability, the reason your request was denied and, any and all circumstances pertaining to the accommodation. Appeals may be sent to:
Director of Operations, C-TRAN
P.O. Box 2529
Vancouver, WA 98668-2529.
Once received, you will be contacted to schedule an appeals meeting. You should be prepared to present information and arguments related to the specific reason for the requested accommodation. The Director of Operations will make a decision within 30 days of receipt of your appeal.
- If the appeal is not resolved to your satisfaction, you have the right to be heard and reviewed by the C-TRAN Citizens Advisory Committee (CCAC). The CCAC meets monthly. If you would like the CCAC to review your appeal, you must notify the Director of Operations in writing, or by other accessible means, your intent to appeal. Your appeal will be placed on the next monthly CCAC agenda.
- If the grievance brought before the CCAC is not resolved to your satisfaction, your appeal may be presented to C-TRAN’s Executive Director/CEO. The request to present your appeal to the Executive Director/CEO must be sent to the Director of Operations in writing, or by other accessible means within ten days of the CCAC hearing.
- The fourth, and final avenue of appeal, is to the C-TRAN Board of Directors. Written and/or other accessible formats may be used to notify C-TRAN of your intention. The appeal must be communicated within ten business days of the Executive Director/CEO’s determination.
Your right to appeal includes a right to be heard in person and to present additional information and arguments regarding your circumstance. You have the right to be supplied with an interpreter (sign) and/or materials in alternate formats. All appeal decisions will be made by the parties not involved with the initial decision. You will be notified in writing of all hearing dates and decisions.
Examples of Reasonable Service Modification Requests
If a fixed-route bus stop is not accessible due to parked cars, snow banks, construction or other temporary impediment, C-TRAN operators may make a slight modification within feet of the existing stop, to allow passengers access. This may include stopping just prior to or immediately following the regular service stop.
C-TRAN provides the Safe Stop program for customers on fixed-route. After 8:00 p.m., passengers who are travelling alone can request that their driver stop anywhere along their bus route, where safety allows. This program is extended into daylight hours during adverse weather situations, such as snow and ice, or other emergency situations.
Low Blood Sugar/Medically Necessary Dietary Needs
C-TRAN’s “Dos and Don’ts” stipulate no eating and drinking on C-TRAN buses. However, in the case of a disability (diabetic, hypoglycemic, etc.), a snack may be consumed on board the bus as a Reasonable Modification. C-VAN passengers can set up this modification, ahead of time, by calling (360) 695-8918. Fixed-route passengers are asked to make this request directly through their coach operator, as needed.
Grocery Bag Limitations
C-VAN customers may ask for assistance with shopping bags. C-VAN operators will assist customers with four grocery size bags. The maximum combined allowable weight is 40 pounds.
C-VAN Guest Rider Eligibility
Individuals with disabilities visiting from out of C-TRAN’s service district may request C-VAN service for 21 non-consecutive days. Documentation of address and disability may be requested.
Multiple Personal Care Attendants (PCA)
Multiple PCAs may be granted access and ride free of charge. In the case of C-VAN, multiple PCAs must be identified at the time of booking.
In some cases, a person’s disability makes it difficult to insert money into the farebox. C-TRAN operators may assist passengers with disabilities, in placing their fares in the farebox, provided they are not asked to retrieve money from personal belongings, such as wallets, purses, or clothing.
C-TRAN operators may assist passengers with disabilities in boarding the bus. They will not, however, perform the duties of a Personal Care Assistant.
C-TRAN will accommodate any mobility device that can fit within the available space and maximum weight capacity of the lift/ramp system. If you’re uncertain that your mobility device can be accommodated, please call 360-695-0123 for more information.
Requests to take medicine aboard a bus or at a transit facility should be granted. Operators are not expected to assist with this function.
More Reasonable Modification information is available in the C-VAN Riders Handbook and C-TRAN Rider’s Digest.