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Reasonable Modification

Reasonable Modification of Policies and Procedures

Per the Americans with Disabilities Act, CARTS receive federal financial assistance and is committed to responding to requests for reasonable modifications of their policies, practices, or procedures.

Riders may request a modification from a driver for example a passenger with diabetes or another medical condition requests to eat or drink aboard a vehicle to avoid adverse health consequences. The request should be granted, even though CARTS service guide has a policy that prohibits eating or drinking while onboard the vehicle. Such as a person with diabetes who needs to consume a small amount of juice in a closed container or a candy bar to maintain blood sugar level. Additionally, a request may be submitted prior to an event requesting written materials be printed in a large font size. These are only two examples of a modification that may be requested, please consider the guidelines below when requesting a reasonable modification with as much notice as possible in advance.


CARTS will make reasonable modifications in policies, practices, or procedures when necessary
to avoid discrimination on the basis of disability unless CARTS can demonstrate that making the
modifications would fundamentally alter the nature of the service, program, or activity or result in
an undue financial and administrative burden. This requirement applies to all services.
When considering changes to facilities or transportation services, CARTS must consider the most
integrated setting appropriate for individuals with disabilities.

a. However, CARTS can refuse to provide service to an individual that engages in violent, seriously disruptive, or illegal conduct, or represents a direct threat to the health or safety of others.
b. CARTS will not refuse to provide service to an individual with disabilities solely because the individual’s disability results in appearance or involuntary behavior that may offend, annoy, or inconvenience employees of the entity or other persons.

Requesting a Reasonable Modification

  • Individuals requesting modifications shall describe what they need to use the service.
  • Individuals requesting modifications are not required to use the term “reasonablemodification” when making a request.
  • Whenever feasible, requests for modifications shall be made in advance before CARTS is expected to provide the modified service.
  • When a modification is requested and it appears practicable, drivers are required to decide if the modification should be provided immediately. Drivers may consult with a supervisor or manager before deciding to grant or deny the request.

Procedures for Requests for Reasonable Modification

  • All requests will be logged into a reasonable modification spreadsheet noting the requestors name, date, contact information, specific modification request, outcome, and requestor date of notification. Individuals requesting modifications will be asked to supply sufficient detail within the request so that agency staff may effectively evaluate the request.
  • All requests for modifications (reasonable or otherwise) will be considered by the Director of
    Operations and the Human Resource Director for review and evaluation. Prior to determination, the
    Director of Operations will consult with agency operations staff regarding requests for reasonable
  • Note that some requests for reasonable modifications may be submitted during the reservation process or through other authorized staff, and as such, operating personnel are trained and are empowered to determine whether the request should be granted at the time of the request or whether the request needs to be escalated to operations/agency management before making a determination to grant or deny the request.
  • All reasonable modification requests will be acknowledged within 3 business days of receipt. The resolution and response to the person who submitted a request will be made timely, within 15 business days, and the response must explain the reasons for the resolution. The response must be documented in the reasonable modification log. Any requests requiring more than 15 business days to resolve must be reviewed at the authorized staff level and documented as to why the resolution requires additional time for full resolution.