Office on Aging Senior Non-Emergency Medical Transportation Performance Standards. The Office on Aging has established the following Performance Standards for the delivery of Senior Non-Emergency Medical Transportation. Office on Aging may, at its discretion, adjust the standards and enforce penalties to ensure and encourage increased efficiency and improve performance of services. Failure to maintain Minimum Performance Levels may result in monitor findings or CONTRACT termination. Monitor findings could result in a decrease in CONTRACT funding. STANDARD MINIMUM PERFORMANCE LEVEL Customer Complaints No more than 10 valid complaints per 3,000 passengers per month. On-Time Performance Arrive for 95% of scheduled trips within 15 minutes before to 15 minutes after promised time. Ride Time No passenger rides longer than 45 minutes for a 15 mile trip. Missed Trips Maximum 3 missed trips per 3,000 trips per month. Vehicle Accident Reporting All accidents must be reported within 24 hours to OoA. Special Incident Reporting All special incidents must be reported within 24 hours to OoA Driver Qualifications No SNEMT vehicle may be operated by an unqualified driver. Trip & Client Exceptions Each client eligibility exception must meet the requirements noted in policies and procedures and must be noted in the client’s folder. Door-to-Door Service Will be provided based on individual request or predetermined need. Reports (other than accident reports) Must be submitted according to specified due dates. Ineligible Trips No clients will receive ineligible trips.
