INTEGRATING CONFLICT RESOLUTION TOOLS INTO ADA PARATRANSIT OPERATIONS: A MODEL PROCESS. COMPLAINT AND APPEALS PROJECT

Eligibility certification for Americans with Disabilities Act (ADA) paratransit services is among the most difficult areas of interpretation for the transit system and its riders. ADR Vantage, Inc., and the Lane Council of Governments proposed a series of activities to design a system which integrates several forms of Alternative Dispute Resolution (ADR) into the customer complaint and appeals process and specifically creates a structure for using mediation as a part of the ADA eligibility appeals process. The Metropolitan Atlanta Rapid Transit Authority (MARTA) became a second test site for the model, based on their experience and plans for recertification. This report describes the system design process and outcomes, according to the goals identified in the proposal.

• Record URL:
  • http://projectaction.easterseals.com/site/DocServer/980156.pdf?docID=4402
• 
• Supplemental Notes:
  • The Website has only the cover pages and pages 1-20 of the report. It omits the Conclusion (page 21), Financial Statement (page 22), and Appendices.
• Corporate Authors:

  ADA Vantage

  Division of ADR Vantage, 1660 L Street, NW, Suite 510
  Washington, DC  United States  20036
• Publication Date: 1998-10

Language

• English

Media Info

• Features: Appendices;
• Pagination: 23 p.

Subject/Index Terms

• TRT Terms: Appeals; Conflict management; Disputes; Mediation; Paratransit services; Persons with disabilities
• Identifier Terms: Americans with Disabilities Act; Metropolitan Atlanta Rapid Transit Authority
• Uncontrolled Terms: Eligibility certification
• Subject Areas: Law; Public Transportation; Society;

Filing Info

• Accession Number: 00975967
• Record Type: Publication
• Report/Paper Numbers: Final Report
• Files: TRIS
• Created Date: Jul 23 2004 12:00AM