Welcome!

1. Welcome! Kristi Ross Training and Technical Assistance Specialist Easter Seals Project ACTION August 18, 2009

2. ADA Questions and Answers

3. After Today’s Experience You Will Be Able to: • Know the facts about ADA transportation • Take the opportunity to ask questions and discuss issues related to ADA regulations and guidelines • Learn about the resources that can answer your ADA questions

4. Exercise Discussion • Break into small groups • Select a recorder • Discuss transit issues that are ADA related • Make a list of the questions for which you seek answers

5. Group Discussion • One question from each group • The relevance of the ADA • Possible solutions

6. Traveling with Service Animals

7. After Today’s Experience You Will be Able to: • Understand the purpose of service animals • Instruct others as to the appropriate reaction to service animals • Know pertinent ADA facts

8. ADA Facts • No restriction regarding type of animal • Dogs are most common • Other types may include: • Monkeys • Snakes • Miniature horses • Birds • Goats

9. ADA Facts • An operator may ask: • “Is that a service animal?” • “Is that a pet?” • “What service does the animal provide?”

10. ADA Facts • An operator may not ask: • “What is your disability?” • “Do you have certification for that service animal?” • “Can you demonstrate the tasks your animal performs?”

11. ADA Facts The handler is responsible for: • The behavior of the animal • Maintaining control at all times • Preventing the animal from disrupting other passengers • Any direct care the animal requires

12. Welcome! Robyn Hoeschen Information Specialist Easter Seals Project ACTION August 18, 2009

13. Transportation Customer Panel

14. After Today’s Experience You Will Be Able to: • Understand the transit experience from the customer’s perspective • Be better prepared to discuss the use of fixed-route transportation with people with disabilities

15. Transportation Customer Panel

16. Transportation Customer Questions • How has the use of public transportation made a difference in your life? • Did you have any concerns before you started using public transportation? What were they? What did you do to address these concerns? • What advice do you have for people who are unsure if they could use public transportation, or their families and friends who are concerned about using public transportation safely?

17. Transportation Customer Panel Take this opportunity to question the experts

18. BREAK We will begin again at 3:30pm

19. Customer Monitoring and Feedback

20. After Today’s Experience You Will Be Able to Identify: • The purpose and components of an effective customer monitoring and feedback system • Proposed solutions for challenges associated with such a system • Strategies for assisting people who do not seize the opportunity to use such a system

21. What is the Purpose and the Components of a Customer Monitoring and Feedback System? • Standardized procedures • External monitors • Self-identified participants • User-friendly and safe environment to provide feedback • Review and analysis • Action!

22. Monitoring Vehicle Operators and the Reservation Process • How do you monitor vehicle operators in your community? • How do you monitor the reservation process? • How do you provide positive feedback?

23. Why is Implementing a System So Darn Hard?

24. What Do We Do When the System is Ready but the Customers Aren’t? • Assemble into small, diverse groups • Locate the What Do We Do When the System is Ready but the Customers Aren’t? Handout. • With your group, read the instructions and complete the exercise • Share your ideas with the large group

25. A.C.C.E.S.S. MATTERS Video

26. Easter Seals Project ACTION • Training • Technical Assistance • Outreach • Applied Research

27. Easter Seals Project ACTION 1425 K Street NW Suite 200 Washington DC 20005 800-659-6428 www.projectaction.org kross@easterseals.com rhoeschen@easterseals.com