RAFT RIDERSHIP POLICY MANUAL
RAFT (Berthoud’s Rural Alternative For Transportation) is a non-profit, volunteer transportation service, operating under the authority of Berthoud Golden Links, Inc. All rides are given by volunteerswho donate their time and use their own cars to provide most transportation. An ADA PARA Van is available for eligible riders who depend on wheel chairs for mobility. The program is designed to help seniors and adults with disabilities maintain their independence and self-sufficiency by providing them a connection to nearby communities through personalized, door-to-door transportation. The program is funded by Larimer County Office on Aging, the Larimer County Mobility Planning Council and various grants,foundations and individual donations.
Section 1: Area of Service
RAFT provides rides for eligible adults and seniors residing within the Berthoud Fire Protection District but outside of BATS service pickup area, to the towns of Berthoud, Loveland, Longmont and their adjacent areas for the purpose of accessing medical and professional services, nutrition and socialization.
Residents of Berthoud are provided rides for the following essential services: (a) medical, (b) educational, (c) employment and the rides need to occur outside of BATS scheduled service to Loveland or Longmont.
Section 2: Eligibility
How do I know if I am eligible for a ride?
To qualify to utilize RAFT, adults with disabilities (which prevent them from driving) and seniors (60+) must complete and have on file with RAFT a current “Application for Ridership. “ Adults under age 60 must also have a doctor’s statement on file designating that the presence of a medical condition or disability renders the rider unable to drive whether temporarily or permanently. Qualified riders may take a helper/assistant with them on their ride. Children under age 8 may not ride.
Section 3: Scheduling
Reservations are taken Monday through Friday from 9 a.m. until noon, with the exception of Holidays. Please call Rural Area For Transportation at 970-532-0808 during weekday hours to be referred to a scheduler. Trips may be taken for any legal purpose. RAFT schedules rides on a first come, first served basis, with the exception that medical purposes receive priority when volunteer drivers are limited. Call at least three working-days in advance to make arrangements. Rides may scheduled for the current month plus the next month.
Section 4: Cancellations and No-shows
Riders who frequently cancel rides at the last minute or do not take scheduled rides without notice (no-show) may be suspended or dismissed from service after receiving written notice. (See Section 14.) We realize that ride cancellations are sometimes necessary and unavoidable. When someone cancels a ride the same day they are scheduled to be picked up, RAFT schedulers often cannot reach the volunteer in time to let him or her know the ride has been canceled and the volunteer ends up making an unnecessary trip. This is very frustrating for the volunteers; and, if we are full, these situations prevent someone else from being able to get the ride they need.
Section 5: Extra Stops and Changes in Destinations
Do not ask the volunteer driver to make extra stops. Drivers’ schedules generally do not allow time for unscheduled stops. If you need to make extra stops, please make arrangements in advance with the scheduler when you make your appointments. Excessive requests for extra, unplanned stops or other changes are bothersome to the drivers and may result in loss of riding privileges. (See Section 14.)
If you need to change your destination, you must let the scheduler know at least one day before the trip so we can notify the volunteer drivers. Last minute changes are disruptive to the volunteer’s time schedule and if a different volunteer is scheduled to take you home he or she may not know where to find you.
Calling ahead to book rides that you do not need just to “save a place” is prohibited and can lead to a loss of riding privileges when detected. (See Section 14.)
Section 6: Days and Times of Operation
RAFT attempts to offer rides from 8 a.m. until 4:00 p.m., Monday through Friday. Times of service are dependent upon the availability of volunteers and shorter schedules may be required.
RAFT is closed for the following holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and the following Friday, Christmas Eve Day, Christmas Day and the day the following Christmas. Holidays that fall on Sunday will be observed the following Monday. Holidays that fall on Saturday will be observed the preceding Friday.
Schedulers are available Monday through Friday from 9 a.m. until noon. Although RAFT makes every effort to have someone available at this number (970-532-2730) during the afternoon, sometimes that is not possible. Leave a message for the schedulers. Someone will get back to you the following morning. Should riders need to contact a scheduler on short notice, schedulers have a dedicated phone line (970-532-0808) and it will be answered before and after posted hours. RAFT strongly recommends that riders have a contingency plan for alternate transportation in the event that unforeseen circumstances cause them to miss a ride with RAFT.
Section 7: Pick-up Times and Wait Policies
Please leave a window of 10 minutes before and after your pick-up time for the volunteer driver. Sometimes a volunteer may arrive early so it is important for you to be ready. When a driver is running early that provides a time cushion for later trips in case there is a train delay or other circumstances. However, the volunteer may also be a little late getting to you due to traffic, weather, trains, or the tardiness of other clients. It is a good idea to allow enough time before your appointment to account for these rare instances. Only if the volunteer is more than 10 minutes late should you call RAFT (970-532-0808) to advise us of the situation.
Watch for the RAFT driver, who can be identified by the RAFT signs on the car, and go to the car as soon as you see it. If you need assistance walking to the car or cannot see the car from your pick up location, please let the scheduler know so it can be noted on the driver’s schedule.
To avoid disrupting the schedules of other riders, the volunteer cannot wait more than five minutes for you after the scheduled pick-up time.
Section 8: Conduct and Hygiene
Inappropriate conduct will not be tolerated and may result in denial of that particular ride, suspension, or dismissal from the service. (See Section 14.) Examples of inappropriate conduct are: intoxication (alcohol or drug induced); physical abuse towards staff, volunteers or other passengers; arguing and verbal abuse; threatening the driver or fellow passengers; use of foul language, poor personal hygiene, or sexual harassment. Riders will not carry any items, materials, or substances that would in any way endanger the lives, health, or safety of any passenger or volunteer. If a rider shows any examples of such inappropriate conduct, service may be denied to them. Inappropriate conduct will be reported to the scheduler so proper action can be taken. Volunteers have the right to refuse any rider due to inappropriate behavior or in circumstances they feel will jeopardize safety.
Section 9: Animals
RAFT allows riders to bring their service animals on trips. Please let the scheduler know you will be bringing a service animal when you schedule your trip. Also, RAFT will attempt to accommodate passengers who need to transport their pet to the veterinarian. The pet must be in a pet carrier, and trips with pets must be cleared with the driver.
Section 10: Service Restrictions
If a volunteer or staff person feels a rider’s circumstances are not appropriate for RAFT service, that ride/rider may be refused service.
Rides may be scheduled for shopping trips. RAFT drivers can accommodate a few grocery or shopping bags; however, drivers, at their discretion, may or may not help carry bags. Do not plan to purchase items you will be unable to carry into your home yourself. If you anticipate an unusual size or number of bags or packages check with the scheduler when scheduling your ride.
Section 11: Safety
Passengers in the front seat must wear seat belts. Passengers in the back seat are to wear seatbelts unless excused with a doctor’s verification. Because state law requires that children under 8 years of age, being transported in a motor vehicle in this state, shall be properly restrained in a child restraint system, according to the manufacturer’s instructions, RAFT is not able to transport children under 8 years of age. Passengers should not distract the driver and must not leave the vehicle until the driver indicates it is safe to do so. Drivers will wait until riders are safely in the building. If you require additional assistance, tell the scheduler when requesting your ride.
All RAFT riders must live in a permanent residence within our service area and must have a local phone number. (Cell phones are acceptable.)
Section 12: Bad Weather
Passengers should be aware that rides may be canceled when the office or volunteer feels that weather conditions make traveling unsafe. Riders will be notified of cancellations.
Section 13: Cost
There is no charge for RAFT services. However, donations are encouraged. Donation envelopes are available from your volunteer. We suggest 30 cents per mile, one-way trip donation, if that is possible. Larger donations are very welcome. Please leave your donation in the donation envelope with the volunteer or use the donation envelope to mail your contribution directly to the RAFT office. Donations can also be made on our web site berthoudraft.org.
Section 14: Suspension or Termination from Service
RAFT makes every reasonable effort to be fair and supportive of its drivers and riders. These rules are created to make sure that the RAFT riders know what is expected of them so that RAFT drivers have a pleasant experience. Volunteers who are frustrated, treated rudely, or who feel they have wasted their time may quit and volunteer elsewhere. Just one resignation will impact many riders. As a result, riders who wish to use the RAFT service must adhere to these rules. Failure to do so can result in a warning, a temporary suspension of service, and/ or a permanent termination of eligibility to ride. Riders who feel they cannot meet these rules are encouraged to discuss their situation with the scheduler before it becomes a problem for the volunteers.
Section 15: Grievance Procedures
Any complaint received from a RAFT client, volunteer or member of the public is to be immediately reported to the scheduler and/or to the RAFT Program Coordinator who will research the situation and take proper action to resolve the matter.
If a client wishes to file a formal grievance, a written statement must be mailed or given to the Program Coordinator. Complaints and grievances will be addressed within five working days of the time they are received.
If a reasonable, satisfactory resolution cannot be found to a formal grievance, the rider may contact the Program Coordinator and request the grievance be referred to the RAFT Policy Board.
Written complaints or grievances should be mailed or dropped off:
RAFT Program Coordinator
c/o Berthoud Area Community Center
248 Welch Ave
P.O. Box 1074
Berthoud, CO 80513
Phone: (970) 532-0808
A portion of the funding for RAFT comes from the Older Americans Act and the Older Coloradoans Program administered through the Larimer County Office on Aging. If you are over age 60 and your grievance is not satisfactorily responded to by RAFT personnel through the process above, you should contact:
Larimer County Office on Aging, Program Manager
2601 Midpoint Drive, Suite 112,
Fort Collins, CO 80525
(970) 498-7755.
If you are still not satisfied with the review by the Office on Aging, you may contact:
Colorado Department of Human Services
State Unit on Aging (10th Floor)
1575 Sherman St.
(303) 866-2800 or (800) 866-4243.
Section 16: Nondiscrimination Policy
It is the policy and practice of Berthoud Golden Links, Inc. and RAFT to ensure equal opportunity for all people engaged in or affected by any program sponsored by this organization. In compliance with local, state and federal law, no person shall, on the grounds of age, race, color, creed, sex, sexual orientation, disability, national origin, or marital status, be excluded from participation in, be denied the benefits of, or otherwise be subjected to discrimination under any program or activity sponsored by this organization.