NJ Transit agreed to make improvements to its Access Link services for people with disabilities as part of the latest settlement with the US Attorney’s Office for the District of New Jersey.
The lawsuit was sparked after a complainant alleged he dealt with poor telephone performance, plus untimely pickups and drop-offs due to capacity constraints.
“NJ Transit Access Link has capacity constraints that significantly limit the availability of service to ADA paratransit eligible persons, including a substantial number of trips with late pickups, a significant number of trips with late drop-offs, a significant number of trips that were excessive long, and excessive telephone call wait times,” court documents said.
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The terms of the 10-page agreement were announced Thursday. Here are the improvements that have been made:
In six months, 85% of hold times can be no longer than 2 minutes; in 12 months, it has become 95% of callers.
Within six months, 90% of individuals calling into any of its paratransit telephone lines shall experience a hold time of no longer than 5 minutes; in 12 months it has become 99% of callers.
Within six months, the Access Link shall not deny eligible trip requests made at least the day before the trip.
In six months, at least 88% of all pickups shall occur within 30 minutes of the scheduled pickup time; in 12 months it has to be 94%.
In six months, at least 95% of all pickups, on a monthly basis, shall occur within the on-time