Paratransit Riders Guide September 2014

Transcription

1 Paratransit Riders Guide September 2014 WHAT IS PARATRANSIT? Paratransit service is provided in accordance with the Americans with Disabilities Act (ADA) of Paratransit service is reserved for people with disabilities, or disabling health conditions that prevent them from independently navigating the public bus system, also known as the fixed route system, for some or all of their trips. This does not include disabilities that only make using accessible fixed route bus service complicated or inconvenient. All FAST and DART vehicles are wheelchair accessible. DART Paratransit is reserved for qualifying persons with disabilities unable to board a FAST bus, access a FAST bus stop, or otherwise navigate the regular fixed route bus system due to a disabling condition as defined by the American with Disabilities Act (ADA). DART PARATRANSIT SERVICE For Reservations Call: For more information about DART Paratransit, call (707) To contact Transit Administration call (707) fasttransit.org General Information Scheduling a Trip Times & Fares Policies & Tips For Reservations Call: DART is the ADA Paratransit complement to Fairfield and Suisun Transit s (FAST) local fixed routes. This means that DART operates much the same as the fixed route bus system during the same days and hours. This service is an origin-to-destination, shared ride service within the Cities of Fairfield and Suisun City. DART travels within a ¾ mile area on either side and at the ends of fixed route corridors, and within ¾ of a mile up to and surrounding the Ulatis Cultural Center and Kaiser in Vacaville. ADA PARATRANSIT ELIGIBILITY If you have a disability that prevents you from riding the public bus system and would like to apply for paratransit service, please call the Solano County Paratransit Eligibility Center at (707) to schedule an in-person assessment. The in-person ADA eligibility assessment will ensure that quality ADA paratransit service is reserved for individuals who truly need the service in accordance with the Americans with Disabilities Act. ADA paratransit eligibility qualifies you for ADA paratransit service with any transit agency throughout the United States. 1

2 Scheduling a Trip on DART Be prepared to tell the dispatcher: Your ADA number Your name and phone number The address where you would like to be picked up The address where you are going The time you need to arrive at your destination When you would like to return The number of people riding (just yourself, or with a Personal Care Attendant or companion) Any special needs (traveling with service animal, oxygen, etc.) You may call to schedule your DART Paratransit trip during normal business hours from 8:00am to 5:00pm, Monday through Saturday. If you are calling before or after normal business hours, or on a major holiday, you may leave a message to schedule a trip and the scheduler will return your call. Trip requests can be made from one (1) to seven (7) days in advance of the trip. If a requested trip time is not available, the DART Paratransit dispatcher may offer a trip time up to one (1) hour before or one (1) hour after the requested trip time to accommodate all ride requests. Same day requests can only be accommodated if space is available. DART operating hours are the same as the FAST local fixed route operating hours. YOU MUST BE READY TO GO DURING YOUR 30 MINUTE PICK UP WINDOW Example: Your pick up time is 2:00pm. All reservations have a 30 minute pick up window. Therefore, the bus may arrive anytime between 1:45pm and 2:15pm. Pick Up Window Starts Scheduled Pick Up Time Pick Up Window Ends 1:45pm 2:00pm 2:15pm Once your trip is scheduled, the DART bus will arrive to pick you up within a 30 minute window of your scheduled pick up time. The 30 minute window is between 15 minutes before your pick up time and 15 minutes after your pick up time. (For example: If your pick up time is 2:00pm, the DART bus will be there anytime between 1:45pm and 2:15pm.) You should be ready to board the vehicle at the beginning of your pick up window. Please go to the vehicle as soon as it arrives, as the driver may only wait for five (5) minutes before departing. If the DART bus arrives within your pick up window, and you are not ready, the driver must wait no longer than five (5) minutes before leaving and recording your trip as a No Show. REMEMBER! The DART drivers do not go to your door. When you have a reservation on DART, be watching for the bus and go out to meet it when it arrives. TRANSFERS DART Paratransit also provides transfer points for riders who are making intercity trips. (These are trips to cities outside of Fairfield and Suisun City.) When you call to schedule an intercity trip, the dispatcher will work with other paratransit providers to make sure your transfer trip is scheduled and that you understand where your transfer point will be. The DART bus will not leave until your transfer bus has arrived. Transfer trips may take two (2) to three (3) days to schedule. Fares on Intercity Trips: You are required to pay a separate fare on every paratransit bus you board during intercity trips. For Reservations Call: For Telecommunications Relay Services (TRS) TTY: Dial

3 NO SHOW POLICY The DART Paratransit No Show/Late Cancellation policy is modeled after the industry standard used by various transportation agencies throughout the United States. Its purpose is to address chronic abuse of paratransit services. This abuse of the system drives up operating costs which adversely affects the ability to provide paratransit services to other eligible individuals. A No Show is given when a DART passenger is not available for pick up within the stated window for their paratransit ride. A Late Cancellation is given when a DART passenger (or representative of the DART passenger) cancels their trip less than two (2) hours prior to their pick up window. If a DART passenger accumulates three (3) No Show/Late Cancellation violations or a combination of violations, within any 90-day period he/she will be suspended and will not be eligible to use DART services for a period of seven (7) days. First No Show/Late Cancellation: The driver will leave a door hanger to inform the passenger of the No Show/Late Cancellation along with the date and time the driver was there. The door hanger also explains the No Show/Late Cancellation policy. 4 In addition, a letter will be sent noting the date and time of the DART passenger s first No Show/Late Cancellation violation. Second No Show/Late Cancellation: If a DART passenger has two (2) No Show/ Late Cancellations within a 90-day period, a letter will be sent stating the dates and times of both the No Shows/Late Cancellations. The letter will also inform the DART passenger that a third No Show/Late Cancellation will result in a suspension of service for seven (7) days and removal from the subscription list (if applicable). This letter will again explain the No Show/ Late Cancellation policy. Third No Show/Late Cancellation: If a DART passenger has three (3) No Shows/Late Cancellations within a 90-day period, a letter will be sent to the DART passenger stating the dates and times of their three (3) No Show/Late Cancellation violations. The letter will also notify the DART passenger that they are suspended from using the DART system for seven (7) days and have been removed from the subscription list. They will not have the opportunity to request reinstatement on the subscription list for six (6) months. This letter will also include a copy of the appeals process. If you know that you will not need a scheduled trip, please cancel it as early as possible to make sure scheduling is available for other passengers. Cancellations are accepted up to two (2) hours before the trip. Cancellations made less than two (2) hours before a trip are considered late and marked as a Late Cancellation. We do, however, appreciate your call to cancel, even if you need to call late. If the No Show/Late Cancellation pattern continues, the length of suspension will increase. When there are circumstances outside the passenger s control, it is not considered a No Show. If for some reason, the DART vehicle arrives after your 30 minute pick up window, and you have made other arrangements or cancelled your ride, it is not considered a No Show. How to Avoid a No Show/ Late Cancellation: Review times and dates with the DART dispatcher to be sure you understand the 30 minute pick up window and when to expect the bus. When a ride is no longer needed, call DART dispatch at immediately to let them know. You must notify dispatch at least two (2) hours before the scheduled pick up time; otherwise, you will be charged with a Late Cancellation and could run the risk of being suspended from the system. Be prepared to board within five (5) minutes of the arrival of the vehicle. REMEMBER! If you need to cancel your trip, immediately call DART dispatch at 5

4 PERSONAL CARE ATTENDANTS AND COMPANIONS One Personal Care Attendant (PCA) may ride with you free of charge when you ride DART. A PCA will be required if you need help getting to and from the DART Paratransit vehicle, or need help transporting oxygen or other carry on items. You may also need a PCA if you are having difficulty maneuvering your mobility device. In addition to PCAs, you may also reserve a ride to bring along one companion (family, friend, or individual other than your PCA). Companions pay the same fare as the ADA certified passenger. Please tell the dispatcher if a PCA and/or a companion will be riding with you. Your PCA and/or companion must go to the same location you are going and must board and exit the bus with you. Additional companions may be accommodated provided that space is available for them on the paratransit vehicle and will not result in the denial of service to ADA paratransit certified passengers. FARES AND PASSES If you are paying cash for your trip, you will need exact change. If you prefer not to carry cash, you may purchase a DART pass. The single ride local DART pass is $3.50 and the single ride intercity (Vacaville) DART pass is $5.50. DART also offers a $35.00 stored value pass which has a value of 10 local one-way trips. With the stored value pass, the cost of each trip will automatically be deducted from the pass and the balance will appear on the back of the pass. Fares on DART are $3.50 (one-way) for travel within Fairfield and Suisun and $5.50 (one-way) for travel to Vacaville. If you ride the FAST city buses for some of your trips, you may ride at half price! The reduced fare for seniors, Medicare card holders, and persons with disabilities (DART cardholders) is only $.85 (one-way) for travel within Fairfield and Suisun and $1.35 (one-way) for travel to Vacaville. Proof of eligibility may be required at the time you board the bus. If you travel on the FAST city buses with a PCA, they may ride with you at no charge. VISITORS If you are a visitor to the area and can provide your ADA eligibility, you may use the DART Paratransit service for up to 21 days within a year before having to register locally. Likewise, if you visit another city and need to use their paratransit service, we will provide your eligibility information upon your request, so you may have visitor s status set up and utilize their paratransit service for up to 21 days in a calendar year. Starting Point Fairfield Suisun City Vacaville Fairfield $3.50 $3.50 $5.50 Suisun City $3.50 $3.50 $

5 SERVICE ANIMALS Under Department of Transportation (DOT) Americans with Disabilities Act (ADA) regulations, the definition of a service animal is an animal individually trained to work or perform tasks for an individual with a disability. Animals meeting this definition are considered service animals under the ADA regardless of whether they have been licensed or certified by a state or local government. If an animal s only function is to provide emotional support or comfort for the rider, that animal would not fall under the regulatory training-based definition of a service animal. Service animals are working animals and not pets. Service animals must be under control and well-behaved at all times. Any service animal will be removed if it shows signs of aggression or inappropriate behavior. If you plan to travel with your service animal, please inform the dispatcher at the time you make your reservation on DART Paratransit. CARRY-ON ITEMS Passengers are permitted to carry on only the number of bags that they are able to manage independently without the assistance of the driver. Due to space limitations and the time it takes to board the vehicle, the number of shopping bags is restricted to five (5) bags that can be easily handled by the passenger and carried aboard without delaying the vehicle. The carry-on items must fit either on your lap or on the floor in front of you. If a passenger brings more than he/she is able to manage independently, it will be the passenger s choice on whether to board with a manageable amount of items and find alternative transportation to carry the remaining packages, or decline the trip. CARTS Shopping carts or any type of equipment used to assist with transporting packages, groceries, clothing, or other items are allowed on a restricted basis. Carts can be no larger than 28.5" high by 12" deep by 15.5" wide. The trip must be reserved and approved with the cart, or the driver will be unable to transport the customer with his/ her shopping cart. When space is limited, priority must be given to passengers with mobility devices so your cart may not be allowed. If your cart is declined due to space availability, you may cancel the ride with no cancellation penalty. Articles, baggage, or packages are not permitted on buses if they are dangerous or restrict free movement of passengers. Articles permitted on the bus must not interfere with the vehicle operation or any other passenger. Carts must be folded or positioned so that they do not block the aisle of the bus. Whatever a passenger brings on the bus must be readily movable. Passengers with strollers must collapse the stroller and place it under the seat in front of them. SEAT BELT POLICY Passengers and drivers are required to wear seat belts/shoulder harnesses. Drivers must check passengers to ensure all seat belts/ shoulder harnesses are properly worn and fastened and will assist in fastening and unfastening them upon request or if the driver determines they are being worn incorrectly. In addition, for passengers using wheelchairs, scooters, or other mobility devices, the operator must secure the mobility device by ensuring that the wheels are properly tied down and the brakes are locked. Passengers who refuse to wear available, functioning seat belts/shoulder harnesses will not be transported. The refusal will be called in to a supervisor or dispatch and recorded via a video DriveCam device. If a passenger requests to wear a seat belt/ shoulder harness loosely because of a disability, the driver must clear the request with a supervisor or dispatch and record the request via a video Drive Cam before moving the vehicle. 8 9

6 MOBILITY AIDS All DART Paratransit buses as well as FAST city buses are equipped with wheelchair lifts/ramps. You may travel with your mobility device as long as the lift/ramp and vehicle can physically accommodate the size and weight of your mobility device when occupied, unless doing so is inconsistent with legitimate safety requirements. Legitimate Safety Requirements (ADA Regulations 49 CFR 37): The weight of your mobility device, when occupied, must not exceed the weight indicated in the lift/ramp specifications. Your mobility device must not be of a size that would block an aisle or be too large to fully enter the vehicle. Your mobility device must not interfere with the safe evaluation of passengers in an emergency. Mobility devices must be functioning properly (i.e., wheels, brakes, footrests, and batteries must be in good working order). Mobility devices in poor working order or with a leaking or dead battery unit will not be allowed to board. TIPS FOR DART RIDERS: Safety First. Safety is our first priority, that s why our bus operators must remain with the vehicle at all times. DART passengers are responsible for getting to and from the DART paratransit vehicle. ADA regulations state, The drivers or other personnel must provide assistance with the use of lifts, ramps, and securement devices. If a passenger needs additional assistance, they will require the use of a Personal Care Attendant (PCA). PCAs may accompany a person with a disability at no additional charge. Likewise, PCAs may also ride free with a DART passenger on any FAST city bus. Space is Limited. Limit yourself to only having packages that you can carry. Drivers cannot assist with carry-on items. If you need assistance with oxygen or other items, you will need a PCA. Wound Care. If passengers have open or seeping sores or are leaking bodily fluids, for health and safety reasons DART Paratransit may refuse service until the situation has been corrected. Hygiene. Appropriate, reasonable personal hygiene must be observed by everyone riding on DART Paratransit. A passenger will not be allowed to ride if his/her body odor or physical hygiene disturbs the reasonable comfort of others. The passenger will be given notice prior to discontinuing riding privileges, unless in the judgment of transit staff, that person places existing passengers in extreme discomfort or is considered a health risk. Child Car Seats. Child car seats are not provided by DART. Passengers with children must provide their own child car seats. TRAVEL TRAINING FAST now offers travel training to the citizens of Fairfield and Suisun City. If you would like to become more independent and learn how to travel on the FAST city buses, we will teach you! Whether you want to go to work, school, shopping, or to catch the latest movie, you can depend on the FAST city bus to get you there! All FAST city buses are accessible to customers with mobility impairments and offer low-cost monthly passes and discounted fares for seniors and qualified riders with disabilities. If you are interested in learning more about travel training, please contact the Solano Mobility Call Center at (800) or the FAST administration office at (707)