Denial of Service Policy

Riders, their personal care attendants or companions traveling with riders who violate rules of conduct are subject to penalties, including suspension of service.  Riders, their personal care attendants, or companions traveling with riders who engage in physical abuse or cause physical injury to another rider or van driver, or who engage in illegal activities, may be subject to immediate suspension, and possible criminal prosecution.  Riders, their personal care attendants, or companions, who engage in activity that disrupts the operation of the service, may also be subject to a suspension of service.  If a rider is disruptive to service, NWTHRA reserves the right to require that a Personal Care Attendant (PCA) travel with the rider as an option to service suspension.

In addition, NWTHRA van service will be denied to any person who poses a potential public health threat.  The existence of excrement on clothes or on hands poses the potential for the spread of diseases.  Contact with other bodily fluids, such as blood or vomit, poses an HIV or Hepatitis B and/or C threat.

If the van arrives for a pick-up and the passenger or his or her clothing is soiled with feces, urine, vomit, or blood, or the passenger displays a draining sore or an open wound, which is not dressed in a manner that prevents seepage of bodily fluids, the passenger has the choice of:

  1. Canceling the trip and rescheduling. A No-Show will not be issued.
  2. Having the incident considered as a “refusal of service”.

In case of canceling the trip and rescheduling, the passenger must call the Scheduling Office, and request a ride on another day.  In the case of “refusal of service”, the van driver shall seek prior approval from a Supervisor before refusing service to any individual.  If the Supervisor determines that a potential threat to public health exists as described above:

  1. Service will be refused,
  2. A “No-Show” will not be recorded, and
  3. The van driver or Supervisor will present to the person a Notice of Opportunity for a Grievance Hearing.  A copy of that notice is included below, and the policy and procedure statements included are made a part of this policy by reference.

Notice of Opportunity for a Grievance Hearing

If a passenger feels he or she has been mistreated or not given adequate transportation service, he or she has the right to file
a written grievance within 60 days of the incident to the following address:

Transportation Director
Northwest Tennessee Human Resource Agency
P. O. Box 963
Martin, TN  38237

This grievance must be specific as to the incident, including date, time, location, persons involved, and any possible witnesses.  If a fair and equitable resolution cannot be reached, a grievance hearing may be conducted within 30 days of the date on which said hearing is requested.  If the person is a “no-show” for the hearing, the person will be deemed to have waived their right to a hearing.