Welcome to Transportation Services!

A Program of the Human Services Council Serving Southwest Washington

Improving People's Lives in Southwest Washington

Transportation Services connects people to transportation through:

  • Medical Transportation for people receiving Medicaid to get to from medical appointments. Arrangements can also be made for lodging if an appointment is out of town

  • Employment transportation for low-income people and those with disabilities who need assistance in finding transportation to and from work

  • Bike-to-Work Program, part of the Employment Transportation program that gives bikes, equipment, and training to qualified individuals to assist them in getting to work and work-related activities

  • Reserve-A-Ride for individuals to life-sustaining medical appointments for older adult, disabled, or low-income resident of Clark County, and are unable to use transit services

  • Sponsor-A-Ride Senior Transportation for seniors 60 years of age and older, those who are not eligible for publicly funded programs yet because of frequency of need or a fixed income cannot afford private pay options

  • Veterans Transportation information for US Veterans in Southwest Washington on transportation options, specifically in traveling to VA medical services in Portland and Vancouver.

View the ADA Transportation Service and Contractor Requirements Policy here.

TITLE VI POLICY AND PROCEDURES

The Human Services Council’s (HSC) Transportation Services is committed to making reliable, safe and satisfying transportation services available to our customers. HSC operates it programs without regard to race, color or national origin.

Title VI Policy Statement: The Human Services Council will ensure that their programs, policies, and activities all comply with Medicaid Purchasing Administration (MPA) and/or the Federal Transit Administration Title VI regulations and complaint process. The Human Services Council is committed to creating and maintaining public transportation services that are free from all forms of discrimination. The Human Services Council will take appropriate measures to prevent discrimination based on (but not limited to) an individual’s race, color, and national origin. Appropriate corrective and/or disciplinary action will be taken to address behavior that violates this policy and the rights and privileges it is designed to protect.

Your Comments Are Welcome!
Please let us know how things are working for you. We do a better job when we know what you need. Each compliment is shared with the employees or contractor involved. Each suggestion or complaint is investigated.

If you would like a copy of the complete Title VI Policy and Procedures you may request that information using one of the methods listed below.

Reasonable Access for Limited English Proficiency (LEP) Individuals
HSC is committed to providing equal access to all individuals. Our Transportation Call Center has access to two contracted language providers and bi-lingual staff to assist in arranging transportation for LEP clients. HSC tracks primary non-English languages spoken within HSC’s service region through census data, caller and community partner statistics and public outreach in order to support services for LEP clients. HSC posts and distributes transportation brochures and complaint procedures in these primary languages, as well as in English.

You can contact our Transportation Services in the following ways:
1. Phone line:
IN CLARK COUNTY
Employment or Reserve-A-Ride Transportation: 360-258-2103
Medical Transportation: 360-694-9997

OUTSIDE CLARK COUNTY
Our Transportation Department can be reached toll free at: 800-752-9422.

2. Fax: Written feedback can be sent by fax to 360-694-1446.

3. Language Line: For customers who speak a language other than English, Transportation Services will utilize the services of a Language Line to facilitate the call. For customers who are deaf or hearing impaired, we use the Telecommunications Relay Service at 1-800-833-6388 or 711.

4. US Mail: Customers can mail their feedback to Human Services Council Transportation Services at:
201 NE 73rd Street, Suite 101, Vancouver, WA 98665-8345.

5. Web-Site: Customers can offer feedback through an e-mail link on the Human Services Council Web-site by visiting Transportation Services at: www.hsc-wa.org.

Information about the Customer Comment Process, including how to submit a complaint, will be made available:
1. When customers are approved for transportation services.
2. On the HSC website.
3. Upon request

*Complaints must be filed within 180 days of the incident/occurrence.

The following information may be helpful when filing a complaint:
1. Transportation Company Name
2. Vehicle Number
3. Driver’s Name
4. Description of the incident including date, time and location
5. Your name and contact information for follow up purposes

Feedback/Complaint Review Process:
All feedback from customers is valued and will be reviewed by Transportation Services. After review, customer communication will be distributed to the appropriate HSC representative for investigation.

1. Customer concerns, complaints, or compliments will be forwarded to the appropriate transportation staff for follow-up.

2. Questions regarding Title VI complaints of discrimination or bias including: race, color, and/or national origin will be sent to the Transportation Services Manager for investigation.

3. The Human Services Council will follow any additional complaint requirements of grantor or public funding source as specified by contract.

Feedback/Complaint Acknowledgement:
Complaints received by HSC Transportation Services are documented and assigned to the appropriate transportation staff for investigation. When legible contact information is provided, a response will be sent to the person filing the complaint within seven (7) business days. HSC maintains a tracking system for feedback from customers that provides a unique identification number for each complaint.

Anonymous Comments/Complaints:
If you wish, you may make a comment or complaint without providing us with your name or contact information. When a complaint is filed anonymously, we will investigate the complaint, but no follow-up response will be provided to the person filing the complaint.

Protection from Retribution:
Customers of HSC Transportation Services should be able to submit feedback without fear of retribution from the agency. If a customer believes they have been treated unfairly in response to the feedback or a complaint they submitted, they should contact the HSC Transportation Services Manager at (360) 735-5740. HSC will appropriately address any retaliatory behavior by an HSC employee or contractor.

Customer Appeals Process:
Any person who is dissatisfied with the response they receive from HSC Transportation is welcome to appeal the decision; a team of transportation staff/professionals will review customer appeals.

Customers accessing HSC Transportation Services funded by Washington State Department of Transportation have the right to file a complaint or lawsuit with one of the following organizations:

Washington State Department of Transportation
Public Transportation Division
Attn: Title VI Coordinator
P O Box 47387
Olympia, WA 98504-47387

Federal Transit Administration
Attn: Title VI Program Coordinator
East Building, 5th Floor – TCR
1200 New Jersey Ave, SE
Washington, DC 20590

U.S. Department of Justice
Civil Rights Division
Coordination and Review Section - NWB
950 Pennsylvania Avenue, NW
Washington, DC 20530

If you feel you have been discriminated against in transit services, please fill out and send us the following form:

COMPLAINT FORM IN ENGLISH

COMPLAINT FORM IN SPANISH

COMPLAINT FORM IN RUSSIAN

201 NE 73rd Street, Suite 101 | Vancouver, Washington 98665-8345
Phone 360-694-6577 | Fax 360-694-6716

    Copyright © 2009 Human Services Council