Scheduling a Ride
Call (316) 651-5289
by 4:30 p.m. the day BEFORE your requested pick-up time

Please be prepared to provide:
· Your name
· The date and time you need to be picked up
· The pick-up address
· Any special instructions, such as being accompanied by a service animal
· Whether you plan to bring a guest or personal care attendant -- personal care attendants ride at no additional charge

Timber Lines strives to provide prompt service.  Please note that your driver may arrive within 20 minutes before or after of your requested pick-up time.  If you have waited more than 20 minutes and your driver has not arrived, please call (316) 651-5289.

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Cancellations and No-Shows
For the convenience of our customers, trips may be cancelled up to one hour before the scheduled pick-up time.  If you can cancel earlier, please call (316) 651-5289 as soon as possible so that others may be scheduled in your place.

“No show” is logged:
· When trips are not cancelled at least one hour before the scheduled pick-up time.
· If you fail to board the vehicle within seven minutes after your driver arrives.

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Pick-up and Drop-off Procedures
If your pick-up location is an apartment complex, medical facility, or adult day program, please let the scheduler know, when you request your ride, of any special instructions.  These special instructions may include security-gated entries, apartment building numbers or multiple entrances to large institutions.  Otherwise drivers will pick-up and drop-off at the main entrance or designated points of entry for safety reasons.

Here are some things to remember:
· Timber Lines is a door-to-door, shared ride program.
· Customers must be ready when the driver arrives.
· Drivers may assist customers from the door of their home or from the door of a business. The driver may not enter the residence or business.
· If you fail to inform the scheduler of special instructions and the pick-up cannot be made, the ride will need to be rescheduled.
· If you are traveling with a child who is six or younger, or weighs less than 40 pounds, you must provide a child safety seat.  Timber Lines does not provide safety seats for children.

Hygiene is a personal issue.
If a customer has poor personal hygiene and it disturbs other customers or the driver, a report will be made to the director. The customer will be sent a notice that there was a reported problem regarding personal hygiene.  The customer will be given the opportunity to correct the situation. If nothing improves, service will stop until the problem is fixed.

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Boarding with Wheelchairs and Other Mobility Devices
Timber Lines will make every attempt to accommodate standard wheelchairs, scooters and other mobility devices in accordance with the American with Disabilities Act.  Please ensure that wheelchairs, scooters and other mobility devices are clean, safe and in good working condition before using Timber Lines.

· These devices should not to exceed 48 inches in length, 32 inches in width and 750 pounds in total weight when occupied.  Mobility devices exceeding these standards may be denied services.

· Individuals who cannot board the vehicle using steps may use wheelchair lifts for access.

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Lift Operation and Securing Wheelchairs and Other Mobility Devices
Timber Lines drivers are responsible for operating the vehicle’s lift and for properly securing standard wheelchairs and scooters.  In some cases, and for the safety of the customer, the driver may ask you to transfer to a seat if your mobility device (such as a scooter) cannot be properly secured.  If you refuse to transfer, then you will ride Timber Lines vehicles at your own risk.

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Packages
Each customer is asked to limit carry-on packages to five items no larger than a filled grocery sack.  Packages should weigh no more than 20 pounds each.  Please note that drivers cannot carry your packages into your residence.

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Animals
Guide dogs and other service animals, and pets are welcome to accompany you under the following conditions:

· The animal is leashed, harnessed or in a crate during the entire trip.
· The animal is not offensive or pose a threat to any customer or the vehicle driver.

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Rules of Conduct
To ensure the safety and comfort of all customers and the vehicle operator, all passengers are expected to observe the following rules of conduct:

· No eating, drinking or smoking while on board the vehicle.
· No riding under the influence of alcohol or illegal drugs.
· No abusive, threatening or obscene language or actions.
· No physical or verbal abuse of another customer or the driver.
· No operating or tampering with any Timber Lines van equipment.
· No radios, cassette tape players, compact disc players or other sound generating equipment are to be played while on the vehicle without a headset or earphones.

Consequences:
· Customers who violate these rules of conduct will receive two warnings.  If the problem still exists, the director will personally contact the customer to inform him that services through Timber Lines are no longer available.
· Customers who engage in physical abuse or cause physical injury to another customer or the driver may be subject to immediate and permanent suspension, and possible criminal prosecution.

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Appeals
If your access to Timber Lines has been denied or suspended, you are welcome to file an appeal in writing by sending a letter to the Timber Lines director.  You can mail your letter to:

 

Timber Lines Transportation Services Director

2021 N. Old  Manor, Building 701
Wichita, KS 67208
Or

Send an email to:
info@cprf.org

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