Code of Conduct & Behavior

To ensure staff can foster a safe and supportive environment, all participants are required to abide by the following Code of Conduct: 

• Participants must be able to act safely within the established program guidelines
• An aide or care person must attend with a participant if they are unable to safely participate within the established program guidelines
• Participants must be able to follow direction from staff
• Participants are required to respect both staff and other participants’ personal space
• Refrain from the use of explicit, crude, or threatening language
• Refrain from any forms of physical aggression that threaten the safety of other participants and staff
• Participants must register and pay for activities prior to service
• City of Walnut Creek staff is not responsible for participant’s personal items
• If a participant is utilizing a ride service that does not arrive, it is then the responsibility of the participant or care person to organize an alternative form of transportation for the participant

Failure to follow the outlined behavior agreement will result in an unsafe environment for participants and staff. Depending on the severity and/or frequency of violations of this Code of Conduct, the following consequences may occur:

• Verbal warning from a staff member
• Written warning and conversation with participant or care provider
• Suspension from program
• Excused from program 

Please note that participants are not eligible for a refund if they are asked to leave a program early due to a code of conduct violation.

The mission of the Walnut Creek Transportation Program is to help individuals maintain their independence, allow them to get to important medical appointments, to perform essential errands and provide for opportunities to socialize while aiding in traffic alleviation and parking congestion in Walnut Creek. This policy is designed to provide for the ability of staff to meet this mission in as safe and effective manner as possible while being able to provide transportation opportunities to as many Walnut Creek residents as possible. The City of Walnut Creek expects all participants to abide by all rules and treat the people and facilities connected with the program with respect. We reserve the right to suspend or discontinue accounts should we find suspicious activity or misconduct. 

Actions leading to suspension include:

• Frequent ride cancellations/no shows
• Same day ride cancellations (must cancel your ride at least 1 day in advance)
• Having the driver wait for you while you complete your activity
• Scheduling rides not related to your personal activities        
• Booking rides for someone other than the registered program member
• Not abiding by the Code of Conduct (see below)

Grounds for suspension are on a three-strike system. If a participant has incurred three strikes, they will be notified of their suspension of the program for two months. After two month has passed, the participant will be contacted when we have reinstated their account. If a participant receives another strike (one strike), they will be withdrawn from the program but will have the opportunity to reapply in 365 days and pay enrollment fees. After reapplying, participants will continue to receive 365 day suspensions after each strike. 

For passengers’ safety, the Mini Bus is not a replacement for an ambulance, and should not be used as a means of medical emergency transport. Passengers risk suspension when using the Mini Bus during a medical emergency.