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Paratransit: Bridging The Gap for Accessible Transportation

by Anastasia Saridakis

(Author’s note: This article is written from one author’s perspective using paratransit experiences in the author’s home state. Your experiences may vary.)

Paratransit is a door-to-door service used by people who qualify under the Americans with Disabilities Act (ADA). Paratransit programs are “origin to destination” services for people with disabilities, rather than being limited by fixed-route public transportation.

Eligibility

Riders are eligible for these services starting from as young as age 16 to 18, depending on the state. While paratransit services are provided in every state, the areas serviced are limited within a radius of the paratransit headquarters for each location. For details and to see eligibility in your state, refer to the links at the end of this article.

Applying for Paratransit

Click on the paratransit site link for your area of residency and download the application. Fill out the application, including the signature of the doctor who can speak to your disability or health condition. The application may be mailed, faxed, or emailed. It may require a few weeks for processing. Once the application is processed, the paratransit service will arrange free transportation to and from an appointment at their headquarters for the individual to be evaluated. This includes an interview where basic questions are asked. The disability of the client is evaluated to ensure the safety of the client when exiting and entering the vehicle. The client will receive an ID card in the mail with their name, photo, name of the company, and an ID number. The client will be asked their ID number every time a trip is initiated.

Scheduling a Trip

Trips must be scheduled by the day before traveling. There are two ways to schedule a trip: by phone or online. On the website for the paratransit service in your area, there is a phone number to call or an online reservation to schedule a trip. The dispatcher will ask if the client is using any mobility aids (e.g., guide dog, cane, wheelchair). The client may also take a companion or a PCA (Personal Care Attendant) who may travel for free. The PCA must have the same pickup and drop-off locations as the client.

The client will also be asked if the time given is the pickup time or the destination time. If it is a destination time, the dispatcher will give a pickup window based on the distance traveled (e.g., if the destination time is 3 p.m., the window may be 1:30 - 2:30 p.m.). When making the call, be prepared to answer these questions, along with both the pickup address and the address of the destination. The dispatcher may ask the client what entrance they will be picked up from. If an address is used frequently (e.g., a client’s home), it will remain in the system. The dispatcher may ask if this is the address to be used. If the address is not in the area the paratransit company services, the dispatcher will inform the client that the trip cannot be scheduled.

The dispatcher will ask if this is a one-way trip or a round trip. If it is a round trip, the dispatcher will plan the trip back on the same call. The dispatcher will give a choice of a pickup time or a destination time for the return trip. Then the dispatcher will give the client a choice of two times available. Each time given is in the middle of a half-hour window. For example, if the time is 2 p.m., the window will be 1:45 p.m. to 2:15 p.m. Once the client chooses a time, the dispatcher will read the details of the trip back to the client including the price.

The client may also schedule a subscription trip (e.g., transportation to work), where paratransit picks up the client daily using the same window. Each trip may cost between $2 and $6 each way. These rates may vary based on geography and time of travel. Payments can be made in one of three ways. Some paratransit companies accept cash that can be given directly to the driver. When paying, the service requests the exact change. The second option is EZ pay, where an account is created to pay for trips using a credit or debit card.  Some paratransit companies provide tickets that a client can purchase by the book, which may be a third option.

Canceling a Trip

If a client needs to cancel a trip, the client can do so online or by phone. This needs to be done two hours before the start of the window. For example, if the window is 2:00 - 2:30 p.m., the trip must be canceled by noon. The client will be asked for one of a few reasons for the cancelation.

Arrival

When the ride arrives, the driver will call the client to announce the arrival. They will identify themselves as being from the paratransit service. They will come to the door and ask to see the client’s ID card. The driver will then assist the client in boarding the vehicle. The driver will ask if the client needs assistance with the seatbelt.  The driver may require a signature to verify the time of arrival. The driver might ask if the client can give directions. If the answer is “No,” the driver has a GPS to follow.

Paratransit is a rideshare service. There might be other passengers the driver picks up on the way to the destination. The client can ask if there is anyone else the driver is picking up or if the client is going directly to the destination. When the destination is reached, the driver will announce the arrival. The driver will inform the client when it is safe to exit the vehicle, after the driver places an orange cone behind the vehicle. The driver will assist the client out of the vehicle and escort the client to the door of the destination.

It is helpful to know that although the ID card has a picture of the client, the driver doesn’t have access to the picture. When scheduling a pickup, the client can provide the name of the business or a description of the home, in addition to the address. Once the driver arrives within the times given, the driver will wait 5 minutes for the client. It is the client’s responsibility to be ready to leave during their entire 30-minute window. If the client is not ready to leave when the ride arrives, or the driver cannot find the client, the driver will leave, and the client is marked as a “no-show.” If the client is a “no-show” after a few times, the client may be suspended from the service temporarily. If the paratransit ride is a “no-show” within the window, the client is owed a complimentary trip of the same value.

Paratransit provides you the ability to make travel plans independently and the security knowing you will safely arrive at your destination.

Below is a partial list of paratransit services by state alphabetically.

Alabama: https://maxtransit.org/paratransit/

Alaska: https://www.muni.org/Departments/transit/AnchorRides

Arizona: https://www.valleymetro.org/accessibility/ada-paratransit

Arkansas:

https://www.stateregstoday.com/living/public-transportation/paratransit-services-in-arkansas#google_vignette

California:

Colorado: https://viacolorado.org/services/via-paratransit/

Connecticut: https://portal.ct.gov/dot/ctada/paratransit-service?language=en_US

Delaware: https://www.dartfirststate.com/RiderInfo/Paratransit/

Florida: https://www.fdot.gov/ctd/ctd-home

Georgia: https://www.columbusga.gov/metra/ADA-Paratransit

Hawaii: https://www.heleonbus.hawaiicounty.gov/programs/hele-on-kako-o-paratransit-services

Idaho: https://get.gogograndparent.com/rides

Illinois: https://www.pacebus.com/ada

Indiana: https://www.richmondindiana.gov/resources/ada-transit-paratransit-resources

Iowa: https://www.ridedart.com/services/paratransit

Kansas: https://ridekc.org/mobility-services

Kentucky: https://www.ridetarc.org/getting-around/tarc3/

Louisiana: https://www.norta.com/ride-with-us/know-before-you-go/transit-accessibility/paratransit-service

Maine: https://www.gpmetro.org/ada-complementary-paratransit/

Maryland:

Massachusetts: https://www.mbta.com/accessibility/the-ride

Michigan: https://www.myride2.com/transit_providers/smart-ada-paratransit-service/

Minnesota: https://www.mankatomn.gov/residents/mankato-transit-system/routes-and-schedules/paratransit

Mississippi: https://ridejtran.com/paratransit/

Missouri: https://www.metrostlouis.org/metro-call-a-ride/

Montana: https://co.silverbow.mt.us/2108/Dial-A-Ride-Para-Transit-Services

Nebraska: https://heartandsoulparatransit.com/

Nevada: https://www.rtcsnv.com/ways-to-travel/paratransit-accessibility/order-paratransit-passes-online/

New Hampshire:

https://www.nashuanh.gov/DocumentCenter/View/8987/ADA-Complementary-Paratransit-Application-PDF

New Jersey: PASS-Web Transit Information

New Mexico:

New York: https://www.mta.info/accessibility/access-a-ride

North Carolina:

North Dakota: https://matbus.com/paratransit/how-to-ride-para

Ohio:

Oregon: https://trimet.org/lift/index.htm

Pennsylvania:

Rhode Island: https://www.ripta.com/ride-paratransit-program/

South Carolina: https://www.greenvillesc.gov/599/Paratransit-Information

South Dakota: https://siouxareametro.info/paratransit

Tennessee: https://www.matatransit.com/mataplus/

Texas:

Utah: https://www.rideuta.com/Rider-Info/Accessibility/Accessible-UTA/Paratransit-Services

Vermont: https://ridegmt.com/ada-paratransit/

Virginia:

Washington: https://kingcounty.gov/en/dept/metro/travel-options/accessible-services/access-transportation

West Virginia: https://www.tta-wv.com/dial-a-ride/

Wisconsin: https://www.cityofmadison.com/metro/paratransit

Wyoming: http://platteparatransit.org/