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Alameda County Transportation Improvement Authority <br /> Special Transportation for Seniors and People with Disabilities <br /> 18. COJ\IPLAINTS AND COMMENDATIONS <br /> Describe your complaint and commendation process. Please describe your process from <br /> beginning to end, including instructions provided to customers for filing complaints or <br /> commendations, your documentation procedures, your follow up and any changes you have <br /> made to your program as a result of customer complaints and commendations. <br /> Response: <br /> Program complaints and commendations are directed to the PPS Supervisor, who deals with <br /> the concerns /ideas on a one -on -one basis. These types of suggestions /concerns come from a <br /> variety of sources, including the annual evaluation process, phone calls, City of Pleasanton <br /> website, letters, and suggestions from the PPS Task Force. <br /> Staff commendations and complaints are dealt with directly by the Supervisor on a one -on- <br /> one basis and are documented in personnel files. These comments are used as part of the <br /> employee's annual performance evaluation. <br /> 19. PLANNING PROCESS <br /> A. List all activities undertaken in connection with this plan, including consumer or <br /> public meetings, meetings with other agencies, presentations to boards, commissions <br /> or committees, and provide general dates for these activities. <br /> B. Indicate whether this plan has been reviewed by a local paratransit advisory <br /> committee. <br /> C. Describe any surveys or analysis conducted and staff reports. <br /> D. Describe how the planning process is connected to the service plan: how do the <br /> services planned correspond to the results of the planning process? <br /> A. Public Meetings and Dates: <br /> Pleasanton Senior Program Advisory Committee regularly reviews the PPS reports <br /> and provides input on the program <br /> January 15, 2010 —PPS Task Force reviewed and approved the PPS 2010 -11 goals <br /> and outcomes which have been included in the development of the PPS plan. <br /> April 16, 2010 —PPS Task Force will review the FY 2010 -11 plan and provide <br /> additional feedback. <br /> May 4, 2010 —PPS Plan will be reviewed by the Pleasanton City Council. <br /> On -going joint meetings with LAVTA have included reviews of the plan. <br /> B. Has this plan been reviewed by a local paratransit advisory group? <br /> Page 11 of 22 <br />