Policies
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In an effort to coordinate and distribute services to the greatest number of people in our service area, the following policies will be implemented:
SCT encourages and appreciates patrons who cancel in a timely manner. Cancellations should be received 24 hours in advance or as early as possible to give other consumers the opportunity to schedule into that time slot. You may cancel your scheduled trip by either contacting the dispatching/scheduling staff during normal business hours (5:00 A.M. – 6:00 P.M.) or throught SCT’s voice mail system, which is available during non business hours. SCT understands that emergency situations do arise that prevent a full 24-hour notice, and will accept cancellations up to 2 hours prior to the scheduled pick up time without penalty; however, clients are strongly encouraged to call as early as possible for cancellations.
Customers must call 1-800-660-7433 to cancel. Hearing Impaired please call 711.
This policy is intended to encourage early cancellation of services so that others may have the opportunity to fully utilize SCT’s services.
Excessive Cancellations
SCT encourages all clients to call in to cancel transportation services as described above, however, to avoid excessive cancellations which prevent fair and equitable use of the transportation system by all clients, an excessive cancellation policy will be implemented as follows:
Those clients who have received the written notification and who have in excess of six (6) cancellations in any future 30-day rolling period following the notification, will be subject to service suspension.
SCT personnel will monitor weekly activities of all scheduled vs. cancelled rides. Clients observed to have six (6) cancellations within any 30-day rolling period would receive a written warning via mail.
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No-Shows and Subscription Services
Subscription services are intended for those individuals who use the service from one destination to another destination at the same time and on the same days of the week. These services eliminate the need for a client to call in on a daily/weekly basis to schedule rides except in the case of a cancellation. Holding a subscription service is a privilege as there are a limited number of subscription services available. If you have a subscription service and no-show three times within a rolling 60-day period, your subscription service will be canceled and offered to another passenger. In addition, all no-show fees will apply. You will not be considered for subscription services again for a period of one year.
No-shows that occur because of an emergency situation beyond the customer’s control will be considered a “non-chargeable” no-show, provided the customer can offer an explanation with documentation. A “non-chargeable” no-show can only occur one time within any calendar year.
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Passenger No-Show Policy
Definition
In this policy, a no-show is defined as the act of a person who, having scheduled a trip, changes his/her mind about making the trip but does not cancel the appointment within the 2 hour prior time frame or allowing the vehicle to arrive but not boarding it.
Purpose
The purpose of this policy is to set forth the procedure for informing users of South Central Transit about the importance of scheduling service appointments and of properly canceling those services a minimum of 2 hours in advance should services no longer be needed. Any rider who fails to cancel at least two hours prior to their scheduled service will be considered a no-show. It is also to let consumers know that an established pattern of no-shows may result in suspension of services.
Procedure
When a person has scheduled services, he/she has the responsibility to be ready a minimum of 15 minutes early and to board the vehicle no later than 5 minutes after it arrives or to cancel the trip within a reasonable period of time, i.e. a minimum of two hours or more before the scheduled pick-up time. Services cancelled after the two hour prior to service time line will be considered a no-show.
South Central Transit will maintain records in order to keep track of no-show incidents. If you are a “No-Show” all subsequent trips for that day will be automatically cancelled unless you telephone South Central Transit and confirm that you still need your other trips at the time that the no show occurs.
Client information will be reviewed on a monthly basis. Clients determined to have chronic no-show problems may be suspended to allow room for those clients who really need and will use the service. Determinations will be made on a case-by-case basis and are at the sole discretion of South Central Transit.
All new riders should expect to show a picture ID at the time of his/her first boarding for identification purposes. Riders may, at any time, be required to show a picture ID upon request to verify identification.
Any rider who creates alias names in the system in order to avoid service suspension will be permanently removed from service based upon a determination of fraud to the District.
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SCT drivers will assist passengers in loading and unloading their groceries/packages on and off the vehicle at customer request. For safety reasons and the consideration of other passengers, SCT must insist on a limit of 8 grocery bags.
Passengers are responsible for getting their packages from the vehicle to their home or building. Aides may accompany a paying passenger at no extra charge to assist the client with packages.
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South Central Transit does allow for transportation of animals, other than service animals, if the client has complied with the following requirements:
- When scheduling the ride the client informs dispatching/scheduling that an animal will be brought on the bus.
- The animal is in a pet taxi or an approved, secure carrier.
- The client will be solely responsible for loading and unloading the animal into the carrier and onto the SCT vehicle. Removal of the animal from the SCT vehicle after reaching the destination point.
- The client will be solely responsible for cleaning up after the animal.
- The client follows the driver’s instructions regarding the animal’s transportation.
- At no time will any animal other than a service animal, be transported without being in an approved, secured containment device.
Service animals will be required to remain on the floor and out of the aisle area of the bus. The client utilizing the service animal will be responsible for the conduct of the service animal.
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SCT will not be responsible for checking / signing persons in or out of any facility.
SCT requires all passengers to be courteous and considerate of other passengers, staff, and the driver. Instructions from a driver are to be followed by all passengers. Behavior that may affect the safety of other passengers or the driver or create a safety hazard to other passengers/drivers or others will not be tolerated. Continued carriage of such persons or groups will be decided on a case by case basis, and may require the presence of one or more attendants to be provided by the family/residential or daycare facility/social welfare/health care agency as appropriate.
SCT requires ALL passengers to wear a seatbelt. Drivers will be more than happy to assist you in securing the seatbelts. Please advise the driver accordingly. It is the responsibility of parents to secure children ages 2 and under.
Inappropriate behavior such as eating, drinking, use of tobacco products, foul language, lack of personal hygiene, disruptive behavior, bothering of other passengers, horseplay, fighting, carrying of weapons, possession of illegal drugs or substances or having open containers of alcohol on the vehicle will result in the passenger being suspended from riding SCT vehicles.
Any person(s) who is found to loiter at a pick up point specifically for the purpose of making the driver wait the full 5 minutes before boarding may be suspended from service.
SCT reserves the right to refuse service to any individual violating these policies.
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SCT will not be responsible for checking / signing persons in or out of any facility.
SCT requires all passengers to be courteous and considerate of other passengers, staff, and the driver. Instructions from a driver are to be followed by all passengers. Behavior that may affect the safety of other passengers or the driver or create a safety hazard to other passengers/drivers or others will not be tolerated. Continued carriage of such persons or groups will be decided on a case by case basis, and may require the presence of one or more attendants to be provided by the family/residential or daycare facility/social welfare/health care agency as appropriate.
SCT requires ALL passengers to wear a seatbelt. Drivers will be more than happy to assist you in securing the seatbelts. Please advise the driver accordingly. It is the responsibility of parents to secure children ages 2 and under.
Inappropriate behavior such as eating, drinking, use of tobacco products, foul language, lack of personal hygiene, disruptive behavior, bothering of other passengers, horseplay, fighting, carrying of weapons, possession of illegal drugs or substances or having open containers of alcohol on the vehicle will result in the passenger being suspended from riding SCT vehicles.
Any person(s) who is found to loiter at a pick up point specifically for the purpose of making the driver wait the full 5 minutes before boarding may be suspended from service.
SCT reserves the right to refuse service to any individual violating these policies.
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The Illinois Freedom of Information Act (FOIA) declared that all persons are entitled to full and complete information regarding the affairs of government and the official acts and policies of those who represent them as public officials and public employees consistent with the terms of the Act.
Contact:
FOIA Officer
South Central Illinois Mass Transit District
1616 East McCord Street
Centralia, IL 62801
Phone:618-532-8076
Fax:618-532-8078
Email: FOIA@southcentraltransit.orgFOIA Requests
Written requests may be submitted:
- In person or mailed to
ATTN: FOIA Officer
1616 East McCord Street
Centralia, IL 62801 - Emailed
- Faxed: 618-532-8078
The requestor should clearly state that he or she is seeking information pursuant to the FOIA. Further, the requestor should clearly describe the information being sought. The request should include full contact information for the requestor, including name, organization, mailing address, fax number, and daytime telephone number.
Already submitted a request?
All requests are processed in the order in which they are received. SCT will respond within five (5) working days of receipt of the request. SCT’s working days are Monday thru Friday from 8:00am – 5:00pm. An extension of five (5) working days is allowed with written notification to the requester if one of the following conditions are met:
- The requested information is stored at a different location;
- The request requires the collection of a substantial number of documents;
- The request requires an extensive search;
- The requested records have not been located and require additional effort to find;
- The requested records need to be reviewed by staff who can determine whether they are exempt from FOIA;
- The requested records cannot be produced without unduly burdening the public body or interfering with its operations; or
- The request requires the public body to consult with another public body that has substantial interest in the subject matter of the request.
Fee Requirements
Pursuant to 5 ILCS 140/6 of the FOIA, agencies “…may charge fees that are reasonably calculated to reimburse its actual cost for reproducing and certifying public records…”. SCT determined that $.15 per page is reasonable.
Fees may be waived or reduced under certain circumstances. In general, pursuant to 5 ILCS 140/6(b) of the FOIA, the waiver or reduction of fees will be granted when it is determined to be in the public interest to do so.
If the requested records are 50 pages, or less, the records will be copied and mailed to the requestor at no cost.
If the records requested exceed 50 pages, SCT will notify the requestor that a copy fee will be incurred by the requestor at a rate of $.15 cents per page. The requestor will be informed of the dollar amount of the fee. The requestor will be asked to provide a money order, cashier’s check or certified check for that dollar amount.
If a fee is required, SCT will not release the information to the requester until the fee is paid in full.
Authority
The website information concerning these SCT FOIA procedures is being provided as required by 5 ILCS 140/4 of the Freedom of Information Act (FOIA).
- In person or mailed to
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SCT will not operate its vehicles during severe weather or when roads are icy or unsafe. Should SCT limit services due to inclement weather, updates will be provided here on our website www.southcentraltransit.org and on our Facebook page. Updates may also be broadcasted on local radio stations. If you have any questions regarding your service please contact the scheduling office at 800-660-7433.
SCT drivers are thoroughly trained in emergency evacuation procedures in the event of an accident. Basic procedures include: following driver’s instructions, remaining calm, implementing an orderly evacuation of the vehicle if warranted, staying off the roadway in a safe location until further notification, not smoking near the vehicle and calling for emergency response if required.
Passengers are responsible for notifying the driver if they or another passenger are ill, injured, or in distress while on the vehicle.
Patrons are invited to join our email alert system and be notified of changes to their usual service.
When Winter Weather Strikes, Remember These Tips:
Please remember that drivers will be using caution when operating buses and could be running slowly, additional wait times may be required
Dress warmly!
Let the bus come to a complete stop before moving forward to board.
Exercise additional caution when boarding and deboarding the bus, as stairs and aisles may be slippery from the snow.
