Access Services is dedicated to providing excellent quality service to all of its riders. This is reflected in both our mission and vision statements -
Mission Statement -
Access Services promotes access to all modes of transportation and provides quality and safe ADA paratransit service on behalf of public transit agencies in Los Angeles County.
Vision Statement -
Access Services serves the community as the leader in promoting accessible and innovative transportation solutions. We accomplish this vision by -
Providing quality, efficient and dependable ADA paratransit service.
Leading the national dialogue as an advocate for universal access to transportation.
Partnering with other entities to secure alternate funding sources and legislation that expands transportation options.
To ensure this commitment to quality we have developed codes of conduct for our order takers, drivers, and riders.
Order Takers' Code of Conduct -
Provide quality customer service by being professional, courteous, and respectful at all times
Treat all riders with the best quality reservation service by following all requirements associated with proper phone etiquette and good customer service
Speak clearly with an appropriate rate of speech and good pronunciation, and speaking with a tone that is pleasant, businesslike, and uses positive language
Interact with riders in a manner that demonstrates interest, understanding, and willingness to help
Offer an appropriate level of assistance to all riders by being sensitive to their disability, awareness and/or lack of understanding
Ensure that all riders are read back their reservation information
Maintain a clean and orderly work area with pertinent rider information available at all times
Maintain provider policies by limiting distractions and refraining from using cell phones, pagers, music devices, other communication devices and non-work related reading material while at work station
Maintain professional appearance and grooming standards by wearing provider issued uniforms and maintaining appropriate hair styles
Ensure that riders confirm their Access ID, eligibility, and any mobility devices and/or PCAs during the scheduling of their trip.
Drivers' Code of Conduct -
Provide quality customer service by being professional, courteous, and respectful at all times.
Provide the best quality curb-to-curb service; not door-to-door. Drivers will assure quality service by stopping at curb as close as possible to pick-up/drop off location, without having to enter any private residence or buildings.
Offer an appropriate level of assistance as needed or requested to all riders, by assisting riders when boarding and disembarking the vehicle from the sidewalk.
Ensure that all passengers are wearing seat belts at all times while vehicle is in motion.
Maintain a clean and odorless vehicle and refraining from smoking on duty.
Preserve a safe environment for riders by limiting distractions and refraining from using cell phones, pagers, music devices, and other communication devices that will prevent drivers from providing the best quality service possible.
Drive safely and respecting the laws of the road by driving in a considerate manner and not under the influence of alcohol, prescription drugs, narcotics or other illegal drugs.
Maintain a professional appearance, good hygiene and grooming standards by limiting excessive jewelry, make-up, hairstyles, body piercing, and tattoos while on duty.
Ensure that riders show Access ID and pay their required fares, while refraining from encouraging and accepting tips from riders.
Treat all riders with the best quality service by following all requirements associated with wheelchair securement and the provision of service to service animals.
Riders' Code of Conduct -
No eating, drinking or smoking on vehicles.
No riding under the influence of alcohol or illegal drugs.
No weapons or firearms on vehicles.
No abusive, threatening or obscene language or actions toward drivers, passengers, or other Access employees.
Must maintain acceptable standards of personal hygiene.
No deliberate fare evasion.
No operating or tampering with any equipment while on board an Access vehicle. This rule includes operating a hydraulic lift and attempting to remove wheelchair "tie-downs."
No radios, cassette tape players, compact disc players or other sound-generating equipment are to be played without the use of earphones aboard the vehicles, except electronic devices used for communication by the rider.