Policies

How the business is governed and run: management structure, departments, committees, policy development, memoranda, meetings, accounting, contracts, IT use and core HR rules.

The business's board, managers and department teams with their positions, and why the organization chart is kept.

How the organization decides what insurance it carries, manages certificates, reports and handles claims, brings injured employees back to work, and reviews losses to prevent them happening again.

The board-adopted governance policies IRS Form 990 Part VI asks about: board duties, conflict of interest, whistleblower, document retention, executive compensation review, gift acceptance and volunteers.

How the organization serves riders with disabilities: reasonable modification requests, service animals, wheelchairs and lifts, refusal of service, accessible information and staff training under DOT's ADA rules.

How the business serves customers with disabilities: service animals, mobility devices, communication aids, reasonable changes to policies, removing physical barriers, accessible websites and staff training under ADA Title III.

How the organization makes its website, apps, online forms and documents usable by people with disabilities: the WCAG 2.1 AA standard, testing, vendors, an accessibility statement and feedback process, and alternate formats.

How the organization identifies people with limited English proficiency, decides which language services to offer using the four-factor analysis, provides interpreters and translated documents, tells people help is free, and trains staff.

A public commitment to treat employees, applicants, customers and vendors fairly and respectfully, framed as equal access and anti-harassment, without preferences or quotas.

How the business handles requests for accommodation of pregnancy, childbirth and related conditions under the PWFA, break time and private space for pumping under the PUMP Act, and religious accommodation under Title VII after Groff v. DeJoy.

The written nondiscrimination policy, Section 1557 Coordinator, language access, effective communication and reasonable modification procedures, notices, grievance procedure and training that HHS's 45 CFR Part 92 asks of health programs.

Names the organization's disability rights coordinator and sets out a prompt, fair procedure for anyone to file and resolve a complaint of disability discrimination under Section 504 and the ADA.

The organization's Title VI nondiscrimination policy: public notice of rights, how to file and investigate race, color and national origin complaints, the complaint log, public participation and subrecipient oversight.

How the business avoids paying or receiving anything of value for patient referrals under the federal Anti-Kickback Statute and Stark Law.

One ethics code for the whole organization: honesty, accurate records, fair dealing, conflicts and gifts, respect, protecting information and property, reporting concerns, and a signed acknowledgment.

Sets up the organization's compliance program under the seven elements in HHS-OIG guidance, and the False Claims Act education and fraud, waste and abuse controls that Medicaid, Medicare and broker contracts expect.

How employees and agents identify, disclose and avoid conflicts between their personal interests and the interests of the business.

DBE program policy for FTA recipients under 49 CFR Part 26, updated for the October 2025 interim final rule and September 2026 final rule: policy statement, liaison officer, goals, small business element, prompt payment, monitoring and reporting.

How the business collects background information and screens personnel and contractors against federal exclusion and sanctions lists.

Written procurement procedures for buying with federal grant funds under 2 CFR 200 and, for transit, FTA third-party contracting rules: thresholds, competition, cost analysis, sole source, contract clauses and records.

How employees recognize possible signs of human trafficking, respond safely, report to the right people and the national hotline, and how the business meets federal contract and state posting and training rules.

How the business identifies prevailing-wage projects, classifies and pays workers under the wage determination, files weekly certified payroll, manages subcontractors and keeps records under Davis-Bacon and state prevailing-wage laws.

A retention schedule by record type with federal minimum periods, plus rules for storage, legal holds and secure destruction of paper and electronic records.

How the organization selects, screens, contracts with, insures, monitors and ends relationships with vendors and subcontractors, including exclusion screening, business associate agreements and contract flow-down clauses.

How employees and others can report concerns, including anonymously, how reports are investigated, and how the organization protects people who report from retaliation.

Limits on driving and duty time, rest between shifts, fitness for duty and fatigue reporting for drivers, covering FMCSA hours-of-service rules where they apply and company limits for drivers outside them.

Who may drive for the organization: license and age minimums, hiring checks, motor vehicle record scoring, continuous monitoring, self-reporting, and how drivers are removed from driving fairly.

Standard placement of unit numbers, US DOT numbers, plates, logos, advertising, colors and other markings on fleet vehicles.

Limits on unnecessary vehicle idling, and how the organization prevents and responds to fuel and fluid spills and handles used oil, filters, tires, batteries, refrigerants and vehicle wash water.

Mileage-based servicing of fleet vehicles, with pre-trip, post-trip and scheduled technician inspection checklists.

Who may drive organization vehicles, what personal and take-home use is allowed and how it is taxed, and the insurance, safety and reimbursement rules for employees who use their own vehicles on business.

How the business orders and uses background checks: FCRA disclosure and authorization, pre-adverse and adverse action notices, individualized review of criminal history, state and local ban-the-box rules, confidentiality and records.

Rules on alcohol and drugs at work for employees not covered by DOT testing rules, including Drug-Free Workplace Act duties for federal contractors and grantees, testing, reasonable suspicion, state cannabis laws, help and consequences.

How the business sets pay on job-related factors, avoids sex-based and other unlawful pay gaps, handles salary history and pay ranges in job postings, protects employees' right to discuss pay, and reviews pay for equity.

Employment rules from hiring to separation — eligibility, EEO, at-will status, classification, pay, schedules, records, conduct, discipline, benefits and safety — with an optional Employee Handbook introduction and Positions and Qualifications addendum.

The business's job positions, each with its direct supervisor, description, responsibilities, tasks and expectations.

Supplements the employee handbook with the rules for FMLA, military (USERRA), state paid sick and family leave, jury and witness duty, voting, domestic violence and crime victim leave, and bereavement leave.

Who may work remotely or on a hybrid schedule, and how hours are recorded, expenses reimbursed, equipment and data protected, home workspaces kept safe, and employees in other states handled for tax and registration.

How the business pays tipped employees (tip credit, tip pools, service charges), meets any local predictive scheduling law, and limits the hours and tasks of workers under 18 under federal and state child labor rules.

Consistent criteria for judging when each vehicle component is in good, fair or poor condition or must be repaired or replaced.

Duty-cycle servicing of wheelchair lifts and ramps, with pre-trip, post-trip and scheduled lift inspection checklists.

Fleet maintenance program: responsibilities, vehicle cleaning schedules, inspections, preventive and unscheduled repairs, repair procedures, parts and inventory, and shop safety.

How the business prepares for, manages and reinforces a service transition, with the team and strategies for passengers and transferring employees.

How the organization receives, logs, investigates, answers and learns from complaints, including civil rights complaints and complaints that brokers, health plans or funders require it to handle on set timelines.

Service standards and respectful communication for every customer, including people with disabilities and people who speak other languages, with cultural-competency and de-escalation training that brokers and health plans commonly require.

How pickup windows, wait times, no-shows, late cancellations and will-call returns are defined and handled, what drivers and dispatch must do before leaving, and when a pattern of missed trips can lead to suspension.

Call center organization, hours, operational procedures for scheduling, cancelling and standby trips, audits and complaints, customer service standards and performance metrics.

How employees communicate about operational events: confidentiality, records and information release, standards of communication, administrative e-mail and reporting of operation deviation events.

Objectives, responsibilities and procedures of the dispatch office: driver deployment, scheduling, run management and support of maintenance.

How the business prepares for, deters and responds to security events: security problems, threat analysis, theft, assault, suspicious behavior and objects, terrorism and evacuation of facilities and vehicles.

Duties and conduct of vehicle operators: management structure, duty status, dispatch communication, uniforms, driving rules, passenger handling and securement, inspections and out-of-service procedures.

What riders can expect, what conduct is not allowed on vehicles, and the fair, ADA-consistent process for refusing a trip, removing a rider or suspending service, with notice and appeal.

The organization's environmental commitments and everyday practices for energy, vehicles, waste and purchasing, how it measures progress, and how it keeps public environmental claims accurate under the FTC Green Guides.

Which AI tools staff may use and how: approved tools, keeping confidential and health data out of public AI, human review of AI output, AI in hiring and other employment decisions, and records.

How the organization uses cameras, in-vehicle video and audio, GPS and telematics, and email and computer monitoring, with notice, consent, footage retention and access rules, plus website privacy and text-message consent.

How the organization protects patient and rider health information: minimum necessary use, business associate agreements, risk analysis and safeguards, patient rights, training, and breach notification under HIPAA.

A written information security program: who runs it, risk assessment, MFA, patching, backups, access and offboarding, devices, vendors, and a cyber incident response and breach notice plan.

How the organization protects payment card data under PCI DSS v4.0.1, inspects card devices for tampering, and controls cash, checks, fares and copays from collection through counting, deposit and reconciliation.

How employees report accidents, injuries, near misses and other incidents, who must be told and by when, and how the organization investigates root causes and prevents a repeat.

A Public Transportation Agency Safety Plan built on a Safety Management System under 49 CFR Part 673, including safety committee, risk reduction, worker safety reporting and de-escalation training, which smaller operators can also adopt voluntarily.

The written exposure control plan required by OSHA's Bloodborne Pathogens standard: who is at risk, controls and protective equipment, hepatitis B vaccination, spill and vehicle clean-up, exposure follow-up, training and records.

How children are restrained by age and size, who supplies and installs car seats, when a minor must travel with an adult, consent and hand-off rules, and how drivers protect minors in their care.

A written jobsite safety program under OSHA's construction standards: competent persons, inspections and toolbox talks, fall protection, ladders and scaffolds, excavations, PPE and silica, equipment, subcontractors and emergencies.

Rules for phones and other distractions, seat belts for drivers and passengers, speed, fatigue and impairment, and how telematics and cameras are used to coach drivers.

How employees report emergencies, evacuate or shelter in place, are accounted for and kept informed, how fires are prevented, and how critical services continue through severe weather, outages and other disruptions.

Food safety rules based on the FDA Food Code as adopted in your state (person in charge, employee illness, hygiene, allergens, temperature control) and, where you serve or sell alcohol, ID checks, refusal of service and server training.

The written hazard communication program OSHA requires wherever employees can be exposed to hazardous chemicals: chemical inventory, safety data sheets, container labels, non-routine tasks, contractors and training.

How the organization protects employees from heat illness with water, rest, shade or cooling, acclimatization, heat monitoring, emergency response and training, indoors, outdoors and in vehicles.

How the organization controls hazardous energy during service and maintenance, keeps machines guarded, and trains, evaluates and supervises forklift operators, with options for vehicle repair shops.

How the organization receives employee injury reports, decides what is recordable, keeps the OSHA 300, 300A and 301 forms, reports severe injuries to OSHA, posts and submits its annual summary, and protects employees who report.

How passengers' oxygen cylinders are secured, restrained and handled in the vehicle during non-emergency and emergency transports.

FTA/DOT drug and alcohol testing program for safety-sensitive transit employees: prohibited substances and conduct, testing types and procedures, refusals, MRO/SAP roles and program contacts.

How employees recognize abuse, neglect and exploitation of children and vulnerable adults, how and when they report it to protective services or police, and the professional boundaries that protect the people served.

A written plan to prevent and respond to workplace violence: who is responsible, employee involvement, hazard assessment and correction, reporting and emergency response, a violent incident log, post-incident support, training and annual review.