Accessibility Policies & Procedures
Accessibility
Here and There Transit service is accessible to persons with disabilities. Here and There Transit buses and vans are equipped with wheelchair lifts or ramps that enable persons in wheelchairs or persons who cannot navigate steps to ride the bus. All mobility devices shall be secured accordingly to all FTA/ADA regulations. Operators are trained to assist riders use lifts and ramps, secure wheelchairs, provide information on destinations served, and announce stops, including any stop you request. You may travel with your respirator, concentrator, and portable oxygen. Service animals are welcome on board buses and vans and in our facilities. Service animals must be under the control of the passenger. Public information is available in alternative accessible formats upon request. To request an alternative accessible format, please call us at 304-457-1818 or email us at hatcomplaints@bcscwv.org.
Reasonable Modification Policy
Passengers with disabilities may request modifications to current service procedures to access the service. To make a request, please call us at 304-457-1818 or email us at hatcomplaints@bcscwv.org. Please submit requests at least the day before the trip. Here and There Transit will not charge additional fees for passengers requiring reasonable modifications.
ADA Complaints
If you have a complaint about the accessibility of our transit system or service, or believe you have been discriminated against because of your disability, you can file a complaint. Download the complaint procedures and complaints form. Please provide all facts and circumstances surrounding your issue or complaint so we can fully investigate the incident. If you are unable to complete a written complaint due to a disability or if information is needed in another language we can assist you. Please contact us at 304-457-4545 or hatcomplaints@bcscwv.org.
Here and There Transit ADA Complaint Procedures
If you have a complaint about the accessibility of our transit system or service, or believe you have been discriminated against because of your disability, you can file a complaint. Please provide all facts and circumstances surrounding your issue or complaint so we can fully investigate the incident.
How do you file a complaint?
You can call us, download and use our ADA complaint form, or request a copy of the form by writing or phoning the Barbour County Senior Center, P O Box 146, Philippi WV 26416, telephone number 304-457-4545.
You may file a signed, dated and written complaint no more than 180 days from the date of the alleged incident. The complaint should include:
- Your name, address and telephone number. (See Question 1 of the complaint form.)
- How, why, and when you believe you were discriminated against. Include as much specific, detailed information as possible about the alleged acts of discrimination, and any other relevant information. (See Questions 6, 7, 8, 9, 10, and 11 of the complaint form.)
- The names of any persons, if known, whom the director could contact for clarity of your allegations. (See Question 11 of the complaint form.)
Please submit your complaint form to address listed below:
Karrah Washington, Director
Barbour County Senior Center
47 Church Street
P O Box 146
Philippi, West Virginia 26416
Do you need complaint assistance?
If you are unable to complete a written complaint due to a disability or if information is needed in another language we can assist you. Please contact us at 304-457-4545 or hatcomplaints@bcscwv.org.
How will your complaint be handled?
Here and There Transit investigates complaints received no more than 180 days after the alleged incident. Here and There Transit will process complaints that are complete. Once a completed complaint is received, Here and There Transit will review it to determine if Here and There Transit has jurisdiction.
Here and There Transit will generally complete an investigation within 90 days from receipt of a complaint. If more information is needed to resolve the case, Here and There Transit may contact you. Unless a longer period is specified by Here and There Transit, you will have ten (10) days from the date of the request to send the requested information.
If the requested information is not received, Here and There Transit may administratively close the case. A case may also be administratively closed if you no longer wish to pursue it.
After an investigation is complete, Here and There Transit will send you a letter summarizing the results of the investigation, stating the findings and advising of any corrective action to be taken as a result of the investigation. If you disagree with Here and There Transit’s determination, you may request reconsideration by submitting a request in writing to Here and There Transit’s director within seven (7) days after the date of Here and There Transit’s letter, stating with specificity the basis for the reconsideration. The director will notify you of the decision either to accept or reject the request for reconsideration within ten (10) days. In cases where reconsideration is granted, the director will issue a determination letter to the complainant upon completion of the reconsideration review.
Do I have other options for filing a complaint?
We encourage that you file the complaint with us. However, you may file a complaint with the West Virginia Division of Public Transit or the Federal Transit Administration.
West Virginia Division of Public Transit
Building 5, Room 650
1900 Kanawha Boulevard, East
Charleston, WV 25305
(304) 558-0428
DOTPublicTransit@wv.gov
Federal Transit Administration
Office of Civil Rights
1200 New Jersey Avenue SE
Washington, DC 20590