The Americans with Disabilities Act (ADA) was signed into law on July 26, 1990.  The ADA is civil rights legislation which requires and protects persons with disabilities from discrimination in the areas of employment, public accommodations, and the use of public transit services.

It is the policy of Cowlitz Tribe Transit Service that when viewed in their entirety; services, programs, and facilities, provided by Cowlitz Tribe Transit Service, directly or by a contracted service provider, are readily accessible and usable to individuals with disabilities to the maximum extent possible. 49. CFR 37.105.

The Cowlitz Tribe Transit Service is to ensure that passengers with disabilities receive service comparable to that provided to other passengers and that this service is provided with dignity and respect without compromising safety and security.

1.  Holiday Closures
   Cowlitz Tribe Transit Service will be closed on the following nationally recognized and tribally recognized holidays: New Year’s Day, Martin Luther King Day, Cowlitz Tribal Day, Presidents Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Indian Day, Veterans Day, Indigenous Peoples Day, Thanksgiving Day, and Day after Thanksgiving, Christmas Eve and Christmas Day.
2. Approved Equipment
Cowlitz Tribe Transit can accommodate mobility devices that meet the following minimum standards.
• The equipment must have 3 or more wheels.
• Passengers will be transported provided the lift and vehicle can physically accommodate them, unless doing so is inconsistent with legitimate safety requirements e.g the combined weight of the wheelchair/occupant exceeds that of the lift specifications.
• Walkers must be collapsible and stored between seats and properly secured.
• Equipment must be in good working order, with batteries charged, tires inflated, and all parts secure. (49 CFR 37.3)
• Segway (two –wheeled, gyroscopically stabilized, battery- powered personal transportation device.
3. Mobility Device Brakes
   When occupying a lift or securement area it is recommended that passengers apply the brakes on their mobility devices; however, they are not required to do so. With power chairs or scooters it is recommended that the power switch be turned to the “off” position. Again, this is not mandatory.
4. Portable Oxygen Use
   Individuals with disabilities who use portable oxygen devices are allowed to travel with respirators and properly secured portable oxygen supplies. Oxygen supplies must not obstruct the aisle (49 CFR 37.167(h)).
5. Securement Policy
   Drivers will use front and rear tie-downs to secure mobility devices. Drivers will secure mobility devices at the strongest parts of the device; however, the passenger can indicate the most optimal tie-down spot. The mobility device will be secured front facing unless otherwise requested by the passenger. Drivers will assist passengers with securement systems, ramps, and seatbelts; however, drivers cannot assist riders using power chairs or scooters with the operation of their equipment. Cowlitz Tribe Transit Service cannot refuse a transport whose mobility device cannot be satisfactorily restrained, unless the mobility device fits within the definition described in Section 3. (49 CFR 37.165).
6. Personal Care Attendants
   A PCA is someone who travels with and helps a rider who is not able to travel alone. You must provide your own PCA if you need one. Please let dispatch know or when you fill out the rider registration form whether or not you will be using a PCA. This information will guarantee a place for him or her to ride with you. (49 CFR 37 d)
7. Service Animals
   A service animal is any animal individually trained to work or perform tasks for an individual with a disability. In order to ride Cowlitz Tribe Transit Service:
   • The animal must be on a leash or in a container, remain under control of the owner and behave appropriately.
   • Birds, reptiles, amphibians, rodents and cats must be kept in an enclosed carrier/container.
   • The animal must remain at your feet or on your lap. It may not sit on a vehicle seat.
   • The animal must not be aggressive toward people or other animals.
   • You are responsible for any damage caused by the animal. (49 CFR 37.167 (d))
8. Boarding Assistance
   Drivers shall position the bus to make boarding and de-boarding as easy as possible for everyone. Drivers shall provide assistance to passengers upon request. Passengers with disabilities shall be allowed adequate time to board and disembark the vehicle.
9. Maintenance of Lifts or Ramps
   Drivers must test the lift or ramp during the pre-trip inspection. Break down of accessibility equipment must be reported immediately to dispatch. A vehicle with an inoperable lift or ramp must be removed from service as soon as possible and cannot be returned to service until repaired. If there is a lift or ramp failure a replacement vehicle must be dispatched(49.CFR 37.163)
10. Priority Seating
    Upon request drivers shall ask, but not require, passengers to yield priority seating at the front of the bus to seniors and persons with disabilities. Drivers are not required to enforce the priority seating designation beyond making such a request.
11. Reserved Seating
    Mobility device securement areas on buses are reserved. Passengers using common mobility aids shall be boarded if the securement areas are not otherwise occupied by a mobility device regardless of the number of passengers on the bus. Drivers are required to ask passengers sitting in the securement areas to move to other available seats.
12. Direct Threat
    If a person is violent, seriously disruptive, or engaging in illegal conduct Cowlitz Tribe Transit may be consistent with established procedures for all riders, refuse to carry passenger. A person who poses asignificant risk to others may be excluded from services if reasonable modifications to the public accommodation’s policies, practices, or procedures will not eliminate that risk(49CFR 37.5 & D/29 CFR 36.208).
    • Behaviors that may cause immediate exclusion from the system include:
    • Destruction of public property ( the vehicle, and/or its furnishings )
    • Doing violence to others or to oneself
    • Behavior that is seriously unruly, disruptive, threatening, or frightening to others.
    • Behavior that is interferes with the safe operation of the vehicle.
    • Violations of service animal policy by failing to control one’s service animal.
    • Violations of operating rules governing the provisions of transportation system wide.
    • Engaging in illegal conduct.
    • Other conduct judged by Cowlitz Tribe Transit Service to represent an actual or potential threat to the health, safety or wellbeing of oneself, the driver, other passengers, and/or transit personnel.
    Passengers who exclude from the system due to direct threat have the ability to request an administrative appeal by contacting Cowlitz Tribe Transit Service at 360-232-858513.
13. Notification of Policy
    Cowlitz Tribe Transit Service will notify the public of the ADA policy on the website and on the comment/complaint cards.
14. Paratransit
    The Cowlitz Tribe Transit Service does not have eligibility requirements.
    1. Service Area: Cowlitz Tribe Transit Service is provided in designated service are defined by theFederal Transit Administration 49 CFR 37.131 (a)
    2. Origin to Destination Service: Cowlitz Tribe Transit Service provides door-to-door service 49 CFR 37.129(a)
       1. Trip Type Descriptions
          1. Curb to Curb - Customer taken from curb of pickup to curb of destination
          2. Door to Door - Customer taken from door of pickup point to door of destination
          3. Door Though Door - Customer taken from point of pickup into the door of the destination
    3. Trip Scheduling: Cowlitz Tribe Transit Service is a Dial-A-Ride service.
    4. Trip Cancelation: Cowlitz Tribe Transit Service would like at least 24 notice.
    5. Paratransit Hours: Cowlitz Tribe Transit Service operates Monday through Friday 7:00 am to 6:00 pm. Office Hours are from 8:00 am to 4:30 pm.
15. Complaint Process
    Cowlitz Tribe Transit Service is committed to providing safe, reliable and accessible transportation options for the community. Cowlitz Tribe Transit Service has established a Customer Complaint Policy.  Any customers wishing to file a complaint and/or obtain a copy of the Customer Complaint Policy may contact Cowlitz Tribe Transit Service at (360) 232-8585, or in person at Cowlitz Indian Tribe Dept. of Transportation office located at 865 Douglas Street Longview, WA. 
16. Reasonable Modification
    Request for modifications of Cowlitz Tribe Transit policies, practices, or procedure to accommodate an individual with a disability may be either in advance or at the time of transportation service. Cowlitz Tribe Transit is best able to address and accommodate a request when customers make their requests before the trip. Contact Cowlitz Tribe Transit office customer service for questions.

This policy was updated:  May 15, 2024

Download the Title VI Policy and Complaint Form

Customer Comment /Complaint Process
Cowlitz Tribe Transit shall seek to continuously improve its services by encouraging comments and feedback from our riders, employees, and members of the community at large. Cowlitz Tribe Transit shall provide a variety of ways to receive input and shall ensure that persons making comments receive an acknowledgement of their comments and a report on the outcomes of any investigations or changes that may result. Cowlitz Tribe Transit will ensure that persons with special needs and the General Public are aware of the methods by which the comment process can be accessed.

Accessibility
People desiring to make comments to Cowlitz Tribe Transit shall be able to do so in the following ways: in person, telephone, FAX, website, e-mail or by mail.

Acknowledgement
Anyone who submits a comment and provides a telephone number, address or e-mail address shall receive an initial acknowledgement of the comment within three (3) business days of receipt of the comments by Cowlitz Tribe Transit.

Investigation and Follow-up
Complaints or concerns shall be assigned to the Cowlitz Tribe Transit Operations Manager for investigation and follow-up. Comments and/or suggestions about Cowlitz Tribe Transit services will be assigned to staff responsible for service development or another appropriate department for investigation and follow-up.

Compliments
Compliments regarding individuals shall be forwarded to the employee and his/her immediate supervisor for acknowledgement. Compliments for the agency shall be forwarded to the Cowlitz Tribe Transit Operations Manager or his/her designee.

Tracking
Cowlitz Tribe Transit shall maintain a tracking system for all comments which provides identification of each comment and allows data entry, tracking, follow-up response, reporting and shall be managed by the Transit Operations Manager. All files will be retained in compliance with Washington State Consolidted Grant Program, which require files to be retained for 6 years after end of the project. Complaints will be identified, tracked, and resolved based on protected class related to Title VI and ADA, and General complaints.

Responses
Cowlitz Tribe Transit shall provide a response to the person making a comment within ten (10) business days of receipt of the comment.  Should the period needed for response exceed ten (10) business days, the person making the comment shall be advised of the status in addition to receiving a final response. Responses will be in the format requested, i.e., written, verbal and e-mail if possible.

Non-Discrimination
Cowlitz Tribe Transit shall ensure the quality of service delivered to persons submitting comments to persons submitting comments to our agency will not, in any way, be negatively impacted by that submission. Cowlitz Tribe Transit shall provide information about access to the comment process to our riders, employees and agencies that serve persons with special needs and the General Public in printed and electronic format. This includes but is not limited to:

Cowlitz Tribe Transit website/ e-mail.
Outreach materials.
Decals on all vehicles including phone numbers.
Comment cards on all vehicles. 

Customer Comment/Complaint Appeals Process

Cowlitz Tribe Transit Operations Manager shall provide acknowledgement of comment/complaint within three (3) business days. If the comment/complaint can be responded to on a staff level, Transit Operations Manager shall investigate and respond within ten (10) business days of receipt.  If the comment/complaint cannot be responded to by the Transit Operations Manager, he/she then will acknowledge receipt of the comment /complaint within three (3) business days and immediately forward the comment/complaint to the Cowlitz Indian Tribe Transportation Director.

Passengers within ten (10) business days of receipt of the Cowlitz Tribe Transit staff comment response. Submit in writing, to the Transit Operations Manager, a detailed explanation of comment and reason(s) why the response received is unsatisfactory.

If comment/complaint has been received by the Cowlitz Indian Tribe Transportation Director, he/she shall then investigate and respond to passenger within ten (10) business days.   Passengers shall then submit in writing to the Cowlitz Indian Tribe Transportation Director Eason(s) why the appeal response received is unsatisfactory within five (5) business days, if not resolved to their satisfaction.

Cowlitz Indian Tribe Transportation Director shall investigate and respond to appeal submitted, within five (5) business days.

Passengers shall then submit in writing to the Cowlitz Tribal Transportation Director reason(s) why the appeal response received is unsatisfactory within five (5) business days, if not resolved to the passenger’s satisfaction.

The Cowlitz Tribal Transportation Director will review the appeal and render a written decision to the passenger within ten (10) business days after the meeting or receipt of said appeal.  If the passenger is dissatisfied with the decision, he/she may appeal the decision to the funding agency for relief.

This Customer Comment/Complaint Process was updated: May 24, 2024

Cowlitz Tribe Dept. of Transportation Fax/360-636-2155

Becky Morton:     Transit Operations Manager    360-232-8585   bmorton@cowlitz.org 

Dean Reynolds:    Transportation Director     360-353-9203         dreynolds@cowlitz.org  

DOWNLOAD THE CUSTOMER COMMENT FORM.