Overview Welcome Introductions MTM Overview Accessible Dispatch vs

Overview § § § § Welcome & Introductions MTM Overview Accessible Dispatch vs. AAR History of Accessible Dispatch Expanded Accessible Dispatch Vehicles & Driver Training Q&A

Who is MTM? § Managing non-emergency medical transportation (NEMT) since 1995 § Family-owned & operated § Extensive experience managing large-scale transportation programs § Operations in 27 states & DC § 16 million annual trips

MTM in New York City The Dispatch Operations unit & the Quality Assurance department that support the Accessible Dispatch Program are based in MTM’s Brooklyn office

NYC Public Transit Accessibility As of January 2018, 118 NYC subway stations are accessible— that’s just 22%

Accessible Dispatch Access-A-Ride Metered fare $2. 75 per trip On-demand & advance booking Schedule at least a day in advance* Schedule by phone, web, or app Schedule by phone* Payment Cash, credit, or debit Cash Vehicle Types Yellow & green WAVs Yellow, green & livery vehicles Additional Riders No extra charge Each additional rider pays $2. 75 Eligibility Anyone can use the program Individuals must be eligible Cost Scheduling *Except in case of on-demand pilot program

The History of Accessible Dispatch 2012 Today § TLC launched Accessible § Serves all five boroughs Dispatch in September § More than 2, 000 yellow 2012 as a 24/7 & green WAVs accessibility program § Managed by MTM in § Manhattan only partnership with TLC § 233 yellow WAVs

Access the City Like Never Before § Expanded service area—pick-ups & destinations in all five boroughs § More vehicle coverage § Improved technology—new app & engagement with technology partners § More resources & support for drivers § www. accessibledispatch. com

Trip & Technology Improvements § § New & improved mobile app Trip tracking ETAs Driver & passenger communication

Using the Accessible Dispatch App Step 1: Download the app, Accessible Dispatch NYC, on your i. Phone or Android device; once you download the app, you’ll be prompted to register

Using the Accessible Dispatch App Step 2: Enter your pick-up address, or pull up a favorite address from your saved locations

Using the Accessible Dispatch App Step 3: Enter number of passengers (including yourself & anyone with you), select your vehicle type if you have a preference & add optional notes for your driver

Using the Accessible Dispatch App Step 4: Enter your desired pickup time & hit “place booking” to book your trip

Using the Accessible Dispatch App Step 5: Receive confirmation texts after you book your trip, as well as texts when your vehicle is dispatched & when it arrives at your pick-up location

Vehicle Types

Vehicle Ramp: Width/Length Interior: Width/Length Capacity Nissan NV 200 30" x 60" 31" x 51" 1 passenger using a wheelchair plus 1 passenger not using a wheelchair, or 4 passengers not using wheelchairs Dodge Grand Caravan 34" x 47" 34" x 60" 1 passenger using a wheelchair plus 4 passengers not using wheelchairs Ford Transit Connect 31" x 65" 31" x 51" Older Version: 1 passenger using a wheelchair plus 1 passenger not using a wheelchair Newer Version: 1 passenger using a wheelchair plus 4 passengers not using wheelchairs Toyota Sienna 32" x 51" 33" x 62" 1 passenger using a wheelchair plus 4 passengers not using wheelchairs

Passenger & Vehicle FAQ’s § Can I request a certain vehicle type? • Yes, you can request a specific vehicle when you book a trip. Passengers may request a larger vehicle, or request the Nissan NV 200 if they need a vehicle with a hearing loop. § What if my mobility aid does not fit in the vehicle, or the number of my passengers exceeds the vehicle capacity? • The driver should call the driver hotline. The driver will receive a cancellation payment. The dispatcher will send out a new vehicle to accommodate the passenger(s).

Passenger & Vehicle FAQ’s § Can my service animals be transported in TLC-licensed vehicles? • Yes, drivers are required to transport service animals under TLC rules. § Is the driver responsible for stowing my mobility aid? • Yes, if you wish to transfer from your wheelchair or walker, the driver can help you into the vehicle and stow your mobility aid. § How do I know the fare that I will be charged? • You will pay the metered fare with no extra cost. You can find the current rate of fare on the TLC website.

The Complaint Process § § § Filing a 311 complaint pertaining to ramp/securement issues, driver customer service, service animal refusals, or any other issues concerning Accessible Dispatch service is the best way to ensure a complete record of driver/vehicle issues & ensure appropriate follow-up. If a complaint is filed only through the dispatch operations call center it would not be considered an official complaint. The TLC follows up on every complaint received via 311, so your feedback will not go unnoticed. If you file a complaint, you should expect a return call from a TLC staff member who will ask for the details of the issue & collect information required for follow-up, such as the date/time of the trip, vehicle license number & driver license number. The complaints process is detailed on the TLC website here: www. nyc. gov/html/tlc/html/passenger/sub_consumer_compl. shtml. If you prefer, or if you have concerns with the 311 process, you can also leave feedback for MTM directly at www. accessibledispatch. com/rider-feedback. MTM documents all complaints & shares complaints with the TLC when it is appropriate.

Training Drivers § Driver outreach & education focused on customer service § In-person refresher WAV & ramp operation training § Online & printed training resources § Dedicated driver hotline

Incentivizing & Enticing Drivers § Earn more with dispatch payments § Easy-to-use technology § No enrollment § Access more passengers § Help make New York City more accessible for all

Dispatch Fee Payments For every trip that a driver completes, they will earn a dispatch fee payment. This fee is paid by the TLC, not by the passenger. Maximum Distance (Miles) Dispatch Fee Up to 0. 5 – 1 1 – 1. 5 – 2 More than 2 $15 $20 $25 $30 $35

We Want To Hear From You § Accessible Dispatch welcomes your feedback! We strive to always improve our booking & trip delivery processes § Let us know your thoughts: Complete the form at www. accessibledispatch. com/feedback-riders/ Call us at 646 -599 -9999 Email us at accessibledispatch@mtm-inc. net Email our complaints administrator with any issues associated with the customer service experience: cmetz@mtm-inc. net • Our Outreach team is always happy to come to meetings and events to present the program: CO-NY@mtm-inc. net • •

Q&A