Important Information

On Demand and ADA / Complimentary Paratransit

Eligibility Process

Persons wishing to utilize On Demand or ADA Paratransit services are required to complete an application. Qualified applicants will be certified and shall receive notification within 21 days of receiving their completed application. If there is a delay and eligibility exceeds 21 days, applicants will be provided paratransit service on a presumption of eligibility until the eligibility process can be completed. Applicants who are denied eligibility will receive a letter (and/or other accessible format as requested) that will describe ineligibility details, including the VRT ADA appeal process.

Appeal Process

If individuals wish to appeal a denial of eligibility, he/she must make a written request for appeal within 60 calendar days of the written notification of determination. Any accommodations needed for the individual to participate fully in the appeal process should also be included with the written appeal request.

Upon receipt of an appeal request, the Transit Manager and VRT Executives will review the request for appeal. Further review could include Service Contract Holders and/or an independent clinical professional. This could include a formal hearing. VRT and/or the passenger have the right to present relevant information at that time. The request will be determined within 30 days of the receipt of the appeal request. ADA service will continue for the rider until a decision is rendered.

Reservations

Reservations are taken by a Customer Service Representative and can be scheduled up to the day before to fourteen (14) days in advance of the requested travel date. No same-day reservations and/or changes are allowed, excluding emergencies out of the control of the rider. These changes will be documented to avoid abuse of changes. Reservation requests can be made after regular business hours by leaving a voicemail for your request. These will be checked before the next business day to accommodate next-day service.

Trip Denials

When a passenger’s trip request cannot be accommodated due to capacity constraints it will be considered and recorded as a trip denial. Trip times may be negotiated with the passenger within one hour prior or one hour past the requested time. If the requested trip can only be accommodated outside of this window, it is a trip denial. To comply with the American with Disabilities Act of 1990, a trip denial log will be maintained in order to track and report capacity constraints within the service area.

On Time Pickup and Pickup Window

Passengers are informed of the 30-minute window to expect arrival of a driver (15 minutes prior to and 15 minutes after the scheduled pickup time). If the driver arrives between the expected pickup window and the passenger is not there to board, the driver will wait the required 5 minutes before contacting dispatch. Dispatch will review for possible changes and advise the driver accordingly. Driver manifest will be completed as instructed (see no-show policy).

No Show and Cancellation Policy

Any passenger who is unavailable between the designated pickup window of a scheduled trip that has not notified VRT to cancel that trip is considered a no-show.

Scheduled trips are to be cancelled at minimum within 2 hours prior to the time of the scheduled trip. Any scheduled trip not cancelled within that window will be considered a no-show.

Exceptions may be made due to delayed medical appointments or unplanned emergencies. These will be determined on a case-by-case basis. Passengers are requested to contact Customer Service Representatives as soon as possible regarding same-day emergency changes.

Excessive no-shows could result in suspension of services (see service suspension).

Service Suspension

Excessive No-Show Trips

A demonstrated pattern of no-shows is seriously disruptive to VRT On Demand and ADA Paratransit services. Three or more no-shows in any 30-day period may prompt a review, and a warning letter will be sent to the passenger. If the no-show pattern continues; additional review will be conducted and should the number of no-shows within the control of the passenger represent 10% or more of scheduled trips; it may be considered grounds for service suspension.

Inappropriate, Abusive, or Dangerous Behavior

If a passenger is physically or verbally abusive to a VRT employee and/or other passengers, that passenger is subject to immediate probation and/or temporary suspension of service. Additional reasons can include, but are not limited to:

– Unauthorized use of or willful damage to vehicle equipment
– Repeated violation of established riding rules for all passengers (posted on each vehicle)
– Other criminal conduct defined in and/or prohibited by law

Suspension Service Appeals

Appeals must be submitted in writing to the Transit Manager within 30 days of notification of suspension. All passengers (excluding those suspended due to behavior policies) are permitted to continue using the service during the appeal process.

Passenger Assistance and Reasonable Accommodations

Personal Care Assistant (PCA)

A PCA is anyone whose purpose is to help the passenger meet their personal needs. One PCA may accompany the passenger at no charge.

Guests

Guests are welcome to ride with passengers. Due to limited space, passengers are limited to no more than 1 guest.

Visitors

Service will be provided to eligible visitors. Visitors are presumed eligible for service after providing documentation of their ADA eligibility in the jurisdiction where they reside.

Pets and Service Animals

Pets are not permitted to travel on VRT vehicles; this does not include service animals.

Mobility Devices and Lift

VRT will transport all devices identified as a “common wheelchair” under ADA guidelines and that do not exceed the size and weight capacity of the vehicle manufacturer guidelines.

Other Service Requirements

On fixed routes, VRT shall announce stops at:

– Transfer points with other fixed routes
– Intervals along the route to assist passengers with visual impairments

Complaints

In compliance with the Requirements of Title II of the American with Disabilities Act 1990 (ADA), VRT will not discriminate against qualified individuals with disabilities on the basis of disability in its services, programs, or activities.

Complaints that VRT service or activity has violated ADA guidelines, or if accessibility or equality in service was not provided to persons with disabilities should be sent to the Director of Operations (540) 338-1610 or phil@vatransit.org.

Americans with Disabilities Act

In accordance with the requirements of Title II of the American with Disabilities Act of 1990 (ADA), Virginia Regional Transit (VRT) will not discriminate against qualified individuals with disabilities on the basis of disability in its services, programs or activities.

Employment: VRT does not discriminate on the basis of disabilities in its hiring or employment practices and complies with all regulations promulgated by the U.S. Equal Employment Opportunity Commission under Title I of the ADA.

Effective Communication: VRT will generally, upon request, provide appropriate aides and services leading to effective communication for qualified persons with disabilities to they can participate equally in VRT programs, services, and activities.

Modifications to Policies and Procedures: VRT will make all reasonable modifications to policies and programs to ensure that people with disabilities have an equal opportunity to enjoy all of its programs, services, and activities.

Auxiliary Aides: Anyone who requires an auxiliary aid or service for effective communication, or a modification of policies or procedures to participate in a VRT program, service or activity should contact VRT (540) 338-1610 or phil@vatransit.org as soon as possible, but no later than 48 hours before the scheduled event.

Complaints: All complaints reporting VRT service or activity that has violated ADA guidelines. Or if accessibility or equality in service was not provided to person(s) with disabilities you may contact (540) 338-1610 or phil@vatransit.org.