Transportation Service Standards

PURPOSE: This rule sets forth the minimum standards to be met by a transportation service provider receiving state or federal funds for the operation of transportation services for adults sixty years of age and over and adults with disabilities between ages eighteen and fifty-nine and applies to all transportation service delivery systems, both direct and indirect. (1) Contracted transportation service providers and transportation service provided directly by the area agency on aging to eligible service recipients shall meet the following requirements: (A) Have sufficient phones and personnel to handle calls regarding the service; (B) Develop and operate an efficient system for scheduling trips to assure that the service is dependable and no passenger is left stranded; (C) Service will be provided for the duration of a contract period or as agreed upon by the area agency on aging and service provider; (D) Have a program manual available to all employees and volunteers detailing its operational policies, procedures, and general requirements applicable to service provision. Program manual shall include: 1. Safety precautions for drivers and passengers; 2. Information on the procedure for denial of service, provided in sections (4)– (7); (E) Ensure all drivers have completed orientation training prior to transporting eligible service recipients; (F) Ensure that all drivers of any vehicle used in transportation have a valid driver’s license as required by Missouri law— 1. Class F: required to transport for pay for a transportation network company; 2. Class E: required to transport for pay up to fourteen (14) passengers unless working for a transportation network company; or 3. CDL: required for transporting for pay fifteen (15) or more passengers; (G) Ensure that all vehicles used for transportation shall be in compliance with all state and federal laws, rules, and regulations including the Americans with Disabilities Act; and (H) Be in compliance with all general requirements for service providers provided in 19 CSR 15-7.010. (2) Any driver, using personally-owned vehicles to transport service recipients shall maintain proper vehicle insurance and shall sign an agreement indicating understanding and acceptance of liability. (3) Vehicles shall meet the following requirements: (A) All vehicles shall be licensed and registered in accordance with Missouri law; (B) All vehicles shall receive a vehicle safety inspection, as required by state law, and shall be clean and in good repair; (C) All vehicles shall carry safety equipment as required by Missouri law; (D) All vehicles shall have for each passenger an available seat that is securely fastened to the floor of the vehicle. Cars and vans shall have a useable seat belt, and include seat belt extenders as needed, for each person being transported; (E) All vans and buses shall be in ADA compliance in accordance with 49 CFR Part 38, Subpart B; and (F) All vehicles shall be insured in accordance with Missouri law. (4) Drivers are authorized to deny transportation to a service recipient attempting to board the vehicle who, in the judgment of the driver— (A) Is intoxicated; (B) Is too ill or experiencing an emergency health episode; (C) Has a mobility limitation that prevents safe entry or exit from the vehicle even with reasonable human or mechanical assistance; (D) Demonstrates violent or unruly behavior; or (E) Insists on transporting prohibited items. (5) Drivers shall report incidents of denial of transportation to the transportation service provider. Written documentation of each incident shall be maintained. (6) Without written approval of the contracting agency, the transportation service provider shall not suspend service to a passenger for more than five (5) consecutive days due to problems with the service recipient. (7) The transportation service provider shall submit to the contracting agency a written request to suspend service indefinitely to any service recipient who, in the provider’s judgment, exhibits behavior— (A) That is contrary to these standards; or (B) Which has been and continues to be hazardous to the safety of self or others. AUTHORITY: section 192.2000, RSMo 2016.* This rule was previously filed as 13 CSR 156.165 and 19 CSR 15-7.040. Original rule filed Jan. 6, 1986, effective April 30, 1986. Amended: Filed Aug 28, 2000, effective March 30, 2001. Moved to 19 CSR 15-7.040, effective Aug. 28, 2001. Moved to 19 CSR 154.410 and amended: Filed Jan. 25, 2022, effective Aug. 30, 2022. *Original authority: 192.2000, RSMo 1984, amended 1988, 1992, 1993, 1994, 1995, 2001, 2014.