Individuals with a disability may request modifications to current service procedures to access the service. To make a request, please call us at 573-826-3939 or email us at email@example.com. For transportation modifications and requests, please submit requests at least the day before the trip.
Passengers can request reasonable modifications for all modes (fixed route, general public demand response, and ADA paratransit). Passengers making requests are not required to use the term “reasonable modification.” The Transportation Lead will review all requests and provide the determination. For on-the-spot requests, the driver should contact dispatch. Dispatch will contact the Tran Lead. Documentation will be maintained regarding the request and the resulting action taken.
ADA Complaint Procedures: If you have a complaint about the accessibility of our transit system or service, or believe you have been discriminated against because of your disability, you can file a complaint. Please provide all facts and circumstances surrounding your issue or complaint so we can fully investigate the incident.
How do you file a complaint? You can call us, download and use our ADA complaint form here or request a copy of the form by writing or calling SERVE, Inc. at 4901 County Rd. 304, Fulton, MO 65251, or at 573-826-3939. You may file a signed, dated and written complaint no more than 180 days from the date of the alleged incident. The complaint should include:
Your name, address and telephone number. (See Question 1 of the complaint form.)
How, why, and when you believe you were discriminated against. Include as much specific, detailed information as possible about the alleged acts of discrimination, and any other relevant information. (See Questions 6, 7, 8, 9, 10, and 11 of the complaint form.)
The names of any persons, if known, whom the director could contact for clarity of your allegations. (See Question 11 of the complaint form.)
Please submit your complaint form to address listed below: SERVE, Inc. Attn: Executive Director 4901 County Rd. 304 Fulton, MO 65251
Do you need complaint assistance? If you are unable to complete a written complaint due to a disability or if information is needed in another language we can assist you. Please contact us at 573-642-6388 or firstname.lastname@example.org
How will your complaint be handled? SERVE, Inc. investigates complaints received no more than 180 days after the alleged incident. SERVE, Inc. will process complaints that are complete. Once a completed complaint is received, SERVE, Inc. will review it to determine if SERVE, Inc. has jurisdiction. SERVE, Inc. will generally complete an investigation within 90 days from receipt of a complaint. If more information is needed to resolve the case, SERVE, Inc. may contact you. Unless a longer period is specified by SERVE, Inc. you will have ten (10) days from the date of the request to send the requested information. If the requested information is not received, SERVE, Inc. may administratively close the case. A case may also be administratively closed if you no longer wish to pursue it. After an investigation is complete, SERVE, Inc. will send you a letter summarizing the results of the investigation, stating the findings and advising of any corrective action to be taken as a result of the investigation. If you disagree with SERVE, Inc. determination, you may request reconsideration by submitting a request in writing to SERVE, Inc Transportation Director within seven (7) days after the date of SERVE, Inc. letter, stating with specificity the basis for the reconsideration. The Transportation Director of SERVE, Inc. will notify you of the decision either to accept or reject the request for reconsideration within ten (10) days. In cases where reconsideration is granted, the Transportation Director will issue a determination letter to the complainant upon completion of the reconsideration review.
Do I have other options for filing a complaint? We encourage you to file the complaint with SERVE directly. However, if the complaint is regarding the transportation program, you may also file a complaint with the Missouri Department of Transportation or the Federal Transit Administration:
Missouri Department of Transportation- External Civil Rights Division Title VI Coordinator 1617 Missouri Blvd P.O. Box 270 Jefferson City, Mo 65102-0270
Federal Transit Administration Office of Civil Rights 1200 New Jersey Avenue SE Washington, DC 20590