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SolTrans board adopts revised ADA paratransit no‑show policy; shortens cancellation window to one hour
Summary
The SolTrans Board voted unanimously to adopt a revised ADA paratransit no‑show policy that shortens the cancellation window from two hours to one hour, clarifies penalty timing and requires progressive notices before suspension; staff said suspensions are rare and a new scheduling procurement may add text notifications.
The SolTrans Board voted unanimously at the meeting to adopt a revised ADA paratransit no‑show policy that shortens the cancellation window from two hours to one hour and clarifies how penalties are calculated, staff said.
Staff told the board the revision followed a public‑comment period and targeted outreach. The principal change shortens the advance‑cancellation window to one hour, which staff described as a current industry standard that modern scheduling software supports. "If you cancel in advance, you have no penalties," the presenter said, adding that penalties apply only when a rider fails to cancel within the one‑hour window unless the absence is beyond the rider’s control.
Why it matters: the policy is designed to limit repeat, egregious no‑shows rather than to punish riders, staff said. The revised policy uses a stepped process: each no‑show triggers a notice, repeated instances lead to a warning letter, and only continued violations lead to suspension. "The policy is designed to mitigate egregious misuse, not to punish," the staff presenter said.
Board members pressed staff on operational details and rider impacts. Mayor Young and Councilmember Gordon said the pilot and outreach were constructive and supported the change. One board member asked whether a shorter cancellation window posed extra burden for drivers; staff answered that a one‑hour window is compatible with modern dispatch systems and that some larger agencies allow even shorter windows.
On rider communication, the board discussed adding automated messages. Mayor Hernandez reported receiving a staff response that the agency is procuring a new paratransit scheduling, dispatching and reporting system and that any available text/phone notification features would be evaluated through that procurement process.
The board closed the noticed public hearing, took no public comment, and adopted the revised policy by voice vote. The chair announced the motion passed unanimously. Staff said they will implement the clarified penalty framework and will review new software options to support rider notifications.
