RIDER S GUIDE FOR PEOPLE WITH DISABILITIES

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1 RIDER S GUIDE FOR PEOPLE WITH DISABILITIES August 2008 For information about this guide or other services provided by CITYLINK please call:

2 TABLE OF CONTENTS What Is Paratransit..2 Who Is Eligible...3 Travel Times 4 Applying For Service...4 Applications..5 Making a Reservation For Service...6 Cancel a Reservation..8 Unscheduled Trips...8 If I Do Not Show Up For Scheduled Trip....9 Pick-up Window..10 Can Other People Ride With Me Can My Service Animal Ride With Me...11 How Much W ill My Ride Cost...12 Bringing Packages.13 Drivers Responsibilities.13 Traveling If The Weather Is Bad..14 Rider s Guide - 2 -

3 Need to W ear a Seatbelt If I Use The One On My Wheelchair..15 Questions, Comments or Suggestions...15 This Rider s Guide is designed to Help you ride CityLift. You will find valuable information regarding policies and procedures that are pertinent to making your trips as convenient and hassle free as possible. For information on eligibility or concerns regarding service, please contact the Special Service Administrator with Greater Peoria Mass Transit District paratransit office at WHAT IS PARATRANSIT CityLift is a shared ride paratransit, door-to-door transportation service provided by MV Transportation under the supervision of the Greater Peoria Mass Transit District (CityLink). The program provides complementary service for eligible individuals who are not able to use the regular bus service (also called fixed route ) because of a disability or other limitations. Rider s Guide - 2 -

4 However, many customers find the fixed route service is often the best, most economical way for disabled or customers to get where they need to go. Individual eligible for paratransit can ride fixed route for free upon obtaining a paratransit photo ID card. WHO IS ELIGIBLE Any individual who has a disability or multiple disabilities that result in the following may be eligible for CITYLIFT paratransit service: inability to get on an accessible fixed-route bus inability to disembark from an accessible fixed-route bus inability to get to or from or wait at a fixed-route bus stop CITYLIFT paratransit service is a safety net for only those individuals who do not have the functional capability to use the fixed-route system. Disability alone does not qualify a person to ride the paratransit service under the American s with Disabilities Act. Paratransit service can only be scheduled within the Greater Peoria Mass Transit District service area. Rider s Guide - 3 -

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6 TRAVEL TIMES Service Hours (Monday Friday) 5:30 AM to 1:00 AM Service Hours (Saturday) 7:30 AM to 10:30 PM No service is available on Sunday or the following holidays listed below: New Years Day Memorial Day Independence Day (July 4th ) Labor Day Thanksgiving Day Christmas Day (December 25) Hours of CityLift service proceeding certain holidays: The last pickup will be 8:45 P.M. Saturday before Easter July 3, day before Independence Day Wednesday before Thanksgiving Christmas Eve (December 25) New Year s Eve (December 31) APPLYING FOR SERVICE Persons who seek complementary paratransit service must first obtain and complete an application. ADA application forms can be obtained upon request by: The Transit District will mail or fax an application to any person requesting it, by calling the Special Service Administrator s office at (309) Rider s Guide - 5 -

7 Applications may also be obtained by visiting CityLink s Transit center at 407 SW Adams or CityLink s Administration office at 2105 N.E. Jefferson Avenue. You can also download an application from our website by typing APPLICATIONS If you need assistance filling out the Part A of the application, you may call the Greater Peoria Mass Transit District (CityLink) paratransit office at Also you may call the Center for Independent Living at V/TTY and ask for an appointment. Be sure to inform the receptionist that you are seeking help with the application. When the application for certification is submitted to GPMTD Paratransit Administrator s office, a determination of eligibility will be concluded within 21 days of the submission of a properly completed application. If there are extenuating circumstances on behalf of GPMTD that cause undue delays in the certification process, GPMTD will allow the applicant to utilize the paratransit services until the application is finalized. Upon receipt of a properly completed application, any delay of the certification process on behalf of the applicant may result in the determination of eligibility not to be concluded within 21 days. GPTMD will not be responsible for transportation as a result of negligence on the applicant s behalf. If it is determined that an individual submitting the Rider s Guide - 6 -

8 application meets the criteria for complementary paratransit service, as defined by the Americans with Disabilities Act (ADA) we will issue an ADA certification card that will allow a qualified individual to use local paratransit services (CITYLIFT). If you are denied eligibility you may appeal the decision by calling the Special Service Administrator at The card may also be used in other cities that operate paratransit services. MAKING A RESERVATION FOR SERVICE Call CityLift at Arranging transportation with CityLift is user friendly. CityLift is able to provide you with pick-up and drop-off times when your trip is scheduled. Reservations are encouraged Monday through Saturday, between 8:00am and 3:00pm, however,we will accept reservations until 5:00pm CityLift offices are closed on Sunday, however, reservations can be made by leaving information on the voice mail service. When you call, please leave your name and phone number, and your call will be returned. Next-day reservations must be made one day in advance. Same day reservations are not accepted. However, reservations can be made up to (14) fourteen days in advance of a desired trip. Rider s Guide - 7 -

9 You may request a pickup for anytime during CityLift s paratransit operating hours. The reservationists may offer a pick up time within one hour before or one hour after your requested pickup time for a next day trip (reservation window). If the reservationists cannot schedule a trip for you within the reservation window, it is considered a trip denial. You may report it to the Special Service Administrator at even if you accept the trip time offered. Rider s Guide - 8 -

10 When calling to make a reservation, be prepared to tell the dispatcher: The rider s name, location to depart from and a telephone number If a Personal Attendant will accompany the rider If a certified service animal will accompany the rider Information about any mobility device the rider will be using, such as a manual/power wheelchair The exact address of the destination and a telephone number, if available The date and time the rider would like to arrive at the destination Information about the return trip, if applicable. If a guest will accompany the rider. CANCEL A RESERVATION Rider s Guide - 9 -

11 If you find that you cannot keep the time that you have reserved for your travel, you must call CityLift at and cancel your reservation. You should cancel your reservation just as soon as you know the services will not be needed. If you cancel your services two hours before (2) hours from the time scheduled, you will not be charged with a no show and you will not be charged for services that you did not use. UNSCHEDULED TRIPS IMPORTANT! When you make reservations, you must specifically request a return trip to get a return trip. Return trips are not automatically scheduled. Return trips should be scheduled for the latest time you think you will be able to travel. If you are ready earlier than your scheduled pick-up time you may call to see if an earlier ride is available. If an earlier ride is not available, you will need to keep your original pick-up time. Example: A rider goes to the doctor and does not know when they will be finished so they schedule their return trip for 4:00 PM. They are finished at the doctor and ready to go at 2:00 PM. The rider can call to see if they can get an earlier ride, but if they cannot they will need to keep their 4:00 PM ride home. IF I DO NOT SHOW UP FOR A SCHEDULED TRIP Rider s Guide

12 Failing to notify the CityLift scheduler that you will not be taking a scheduled trip causes the vehicle to be dispatched unnecessarily to your location. No-shows are costly to the entity providing transportation and taxpayers each year. They also inconvenience other riders due to schedule disruptions and avoidable delays. For paratransit to provide on time performance, the number of late cancellations and no-shows must be kept to a minimum. Three (3) no-shows or late cancellations within a two (2) month period will result in a 14 day service suspension. A second cycle of no-show or late cancellation will result in a 30 day suspension of service. Repeat offenders may be suspended permanently. When three (3) chargeable no-show violations occur within the two month period, CityLink will provide the individual with written notification of suspension of service. Dates of the chargeable no-show will be cited and the letter will state the effective beginning and ending dates of the suspension. You may appeal any possible service suspension by contacting the Special Service Administrator at PICK-UP WINDOW This is extremely important! You must be ready to travel Rider s Guide

13 from your scheduled pick-up point, fifteen minutes (15) before your scheduled pick-up time and up to fifteen (15) minutes beyond your scheduled pick-up time. Example: Let s assume your pick-up time is scheduled for 10:00AM. This means you should be at your pick-up location for departure at 9:45AM and remain there until 10:15AM. Then your pick-up window time is from 9:45AM to 10:15AM, exactly 30 minutes. At anytime, CityLift arrives at your pick-up site between the time of 9:45AM and 10:15AM, we are on time. You must be at your departure location during the pickup window time and you must be ready to travel. This is your pick-up window. It is important because if our driver shows up at 9:50AM and you are not ready to leave by 9:55AM, the driver can only wait five minutes and must leave and you miss your ride! We can wait only five minutes for any passenger. If we arrive at your pick-up site earlier than your pick-up window, we in turn will wait for you until your pick up window begins at 9:45AM. If a driver arrives early at your pick-up zone, we will wait for your scheduled pick-up time, within the pick-up window. Please contact us if the driver is showing up at your home more than five minutes before your scheduled pick up time. Rider s Guide

14 CAN OTHER PEOPLE RIDE WITH ME? + If you require a Personal Assistant, (PA) to assist you during travels and if your ADA certification stipulates the need for a PA, that person will be able to ride at no charge whenever you are traveling. One guest may ride with you if space is available and if that person pays the fee of $2.00 per one way trip. Customers are expected to: Be courteous to drivers and other riders. Disruptive and disrespectful behavior will result in suspension or termination of service. CAN MY SERVICE ANIMAL RIDE WITH ME? Service animals used for hearing, retrieving articles, and general assistance to a person with specific disabilities may ride on CITYLIFT vehicles; however they must be on a leash and cannot take up a seat on any vehicle. Service animals must be well groomed and under your control. HOW MUCH WILL MY RIDE COST? Rider s Guide

15 $2.00 per trip or $4.00 per round trip Your ADA certification number will permit you to ride on CityLift vans for a one way fee of $2.00. Once you board the van, simply hand the CityLift driver your pre-paid pass. No one will be allowed to ride to ride without paying for their trips. The only exceptions will be scheduled appointments to IPMR for certification evaluations. The following are the prices and locations to purchase the passes: PRICES (No fare increase) 1-Ride (Single-trip Pass) - $ Ride Booklet $20.00 Purchase by (Cash or Check) CityLink's Transit Center, 407 SW Adams St., Peoria CityLink's Administrative Office, 2105 NE Jefferson Ave., Peoria Purchase by (Credit Card) CityLink's Admin Office, 2105 NE Jefferson Ave., (Call ) CityLink s Website ( Purchase by (Mail) CityLink's Admin Office, 2105 NE Jefferson Ave, Peoria, IL BRINGING PACKAGES You are allowed to bring a limit of three (3) packages on board with you. Packages must be held by you or your PA and they may Rider s Guide

16 not take up a seat that may be needed for another passenger. Packages are not to be stowed in the aisle or on the seats. Drivers may assist you with your packages; however, they are not obligated to carry your packages to and from the vehicle. THE DRIVER S RESPONSIBILITIES First and foremost, the driver is responsible for the safe operation of the vehicle that you are riding in. The driver must be able to devote full time attention to the task of driving whenever the van is in motion. Unnecessary talking to the driver is prohibited. The driver is responsible for assisting you in/out of the van; however, the driver is not responsible for getting you to a specific office in an office complex or building. Remember the driver must not be out of view of his/her van. Drivers will not come into your house to help you get ready, they will not take you up/down steps, and they will not take you beyond the outer lobby of a commercial building. Drivers are expected to: Be courteous Drive safely Wear a seat belt Securely tie down wheelchairs TRAVELING IF THE WEATHER IS BAD Rider s Guide

17 When weather conditions are not favorable to travel, you should expect delays and possible cancellation of your requested travel. Fog, snow rain and ice can cause considerable delays in travel. In the event of any snow accumulation, your trip may be canceled if the street you live on has not been plowed or in the event several of the streets that the van must travel on have not been plowed. It is your responsibility to ensure that your driveway and walkways are cleared sufficiently to allow the driver to access your pick-up location. Drivers will not carry passengers across snow or ice, nor jeopardize their safety to access your home. You will not be charged with a late cancellation for a trip that could not be taken when weather conditions do not permit safe travel. DO I NEED TO WEAR A SEAT BELT IF I USE THE ONE ON MY WHEELCHAIR? Rider s Guide

18 Each passenger on any paratransit van must use a seat belt. It is the law in the State of Illinois. If you use a wheelchair, it too must be anchored to the van in such a way as to prevent it from moving while the van is in motion. Any seat belt used by you while using your wheelchair will not be considered adequate protection during travel in our vans. IF I HAVE OTHER QUESTIONS, COMMENTS OR SUGGESTIONS? We understand that questions may arise as a result of these service limitations. If you have any other questions, comments or suggestions, please contact CITYLINK at Have a Safe, Happy and Comfortable Trip! NOTES Rider s Guide

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