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 | |  Riding Options: RTA Paratransit Paratransit Service Click here for a printable PDF of this information (215kB) Paratransit service, an introduction The Americans with Disabilities Act (ADA) was signed into federal law in 1990. The ADA protects the rights of all people without regard to their physical and/or cognitive disabilities. The ADA states that all individuals have a right to use available public transportation. The ADA requires that individuals not able to independently ride public buses be provided with an equivalent, corresponding service for their transportation needs within the established service area. This corresponding service is called Paratransit service. Paratransit service is provided to persons who, because of their disabilities, are unable to independently travel on the public transit system. Tens of thousands of people choose RTA as a convenient, economical way to get around the Greater Cleveland area. RTA is proud to count so many people with disabilities among its riders. All over town, you will find RTA buses with the universal "wheelchair symbol" on the front, complete with wheelchair lifts or ramps to help people to board buses safely and easily. RTA is proud to be one of the first transit authorities in the nation to operate a bus fleet that is totally accessible. RTA also offers ADA-accessible Rapid Transit stations, to help passengers safely ride RTA trains. However, some riders may need more assistance than the standard RTA service offers. These riders may be eligible for ADA certification to travel on specially equipped Paratransit vehicles. PARATRANSIT CERTIFICATION PROCESS Are you eligible for ADA certification? To determine if you qualify for Paratransit service, simply answer these questions:
Service eligibility As a Paratransit-certified customer, you will be provided "door-to-door" travel from your home to a destination within a five-mile radius. Service beyond this five-mile radius may be available, if there is a standard RTA route during the desired time and date with stops within 3/4 of a mile from your places of pickup and drop-off. Obtaining an application
When your application is complete, an RTA employee will review it to determine the next step.
A trained professional conducts each functional test. It starts with a 10-15 minute interview. The entire test should be completed within one hour. The purpose of the test is to determine if you have the physical and cognitive ability to ride fixed-route RTA service. If you miss your functional test appointment, the application process will not continue. You will have to re-apply. After the functional test is complete, the testing agency will make one of three possible recommendations to RTA.
If RTA fails to notify you within 21 days, you will be eligible to ride Paratransit until a decision is made. Appealing the Decision If you disagree with RTA's decision, you have 60 days to write a letter notifying RTA that you plan to appeal. See the Paratransit Appeals Process section for more details. TRAVEL TRAINING Travel Training Program Travel Training or travel instruction offers one-to-one and group training designed to teach seniors and people with disabilities to travel safely and independently on fixed-route public transit. This includes buses operating on regular routes and trains. You will learn travel skills for following a specific route, typically to school, medical appointments, or job sites. Travel Trainers work with you to determine how your disability affects your ability to travel and develop methods to teach travel skills tailored to your needs. Who is eligible? Travel Trainers believe that everyone who is capable should have the opportunity to learn to travel independently, using public transportation to meet their travel needs. All persons with disabilities should be allowed the dignity afforded by independent travel. What does Travel Training include? One-on-One Training Your Travel Trainer will help you find solutions that best fit your situation, abilities and needs. Training involves a series of steps, initially with one-on-one instruction to the gradual fading of trainer assistance leading to independent travel. You and your Travel Trainer can focus on destination training, which teaches you to travel to a specific destination and back, or general training, which provides you with greater overall riding instruction. Each training program is individually tailored to your needs and will help you:
Group Training is appropriate for group homes, transitional housing, senior citizen facilities, and schools. During group training, students spend 4-6 weeks in the classroom learning about:
Benefits of Travel Training When you successfully complete the travel training program, you will have more choicesand flexibility for travel, which will give you greater self-esteem and independence. And,you will have better access to employment, job training, education and recreation. Get started today! Begin by completing the referral form. Your referral will be sent to the Travel Training Department. A Trainer will contact you to schedule an appointment. If needed, the "Other Questions" field on this form may also be used to request more information." USING PARATRANSIT SERVICE Getting started After you receive your letter describing the approved service, bring the letter and a photo ID card to Customer Service on the first floor of RTA's Main Office Building, 1240 West Sixth Street, to receive your ADA identification card. You can begin using RTA's call-ahead system to request Paratransit service 48 hours after receiving your ID card. Affordable fares With your valid ID card, Paratransit "door-to-door" service costs $2.25 each way. Fixed-route bus and rail service are free for ADA-eligible persons. Personal Care Attendants, as defined by the ADA, travel free on all services. Arranging your travel Once you are certified for Paratransit service and have your ID card, just call 216-621-9500.
If you have a computer, you may want to consider using RTA's flexible on-line scheduling service 24 hours a day, seven days a week. This frees up staff to help those who must use the telephone to schedule trips.
Another option for scheduling trips 24/7 is to use RTA's interactive voice response, or IVR. To use the IVR:
If you are ADA-certified, you can ride free on any of the more than 80 bus and rail fixed routes that RTA offers. All buses are equipped with wheelchair lifts or ramps, and most key rail stations are ADA-compliant. Paratransit service limits RTA's goal is to accommodate all Paratransit riders. However, drivers are not allowed to:
As soon as you realize that a trip needs to be canceled, please go on-line or call RTA. There are 13,000 disabled persons registered to use Paratransit service. Please be considerate of your fellow Paratransit customers. Whenever possible, please call to cancel 24 hours before your scheduled trip, so RTA can schedule other passengers. If a 24-hour notice is not possible, RTA requires that you give at least 60 minutes notice for cancellations. PARATRANSIT RULES AND POLICIES Paratransit customer policies RTA's Paratransit service is committed to providing safe, secure and reliable service to our customers. To ensure this level of service, the cooperation and support of our customers is critical. It is for this reason that RTA has adopted these policies. Customer behavior policy Ensuring the safety of our customers and employees remains our top priority. Any action taken that jeopardizes the safety of our riders and staff will not be tolerated. Threats, acts of violence, general harassment or sexual harassment are strictly prohibited. These include any physical or verbal action that endangers, harms or injures another rider or RTA employee. Any act of violence or abusive behavior will result in the immediate suspension of service. No-show policy When a Paratransit customer does not "show up" for his/her scheduled trip or cancels a trip with little advance notice, other Paratransit customers' service may be adversely affected. Customers are expected to be ready for Paratransit trips at the beginning of the 40 minute pickup window. This is usually 20 minutes before and after scheduled pickup time. Due to the uncertainty of scheduling, customers must remain available for pickup for the entire 40-minute period. A customer who is either not available, not ready, or refuses to take a scheduled trip within the 40-minute "pickup window" will be considered a "No-Show" for that trip. It is important to remember that the Paratransit vehicle is required to wait only 5 minutes for a customer when arriving within the 40-minute pickup window. That's why it is critical for the customer to be ready for the trip once the vehicle arrives. In the event your Paratransit vehicle fails to arrive within the 40-minute pickup window, you should contact the Paratransit dispatcher and you will not be assessed a No-Show. Late cancellation policy RTA recognizes there may be occasions when a scheduled Paratransit trip needs to be canceled. However, it's important that you notify Paratransit at least 60 minutes prior to your scheduled pickup. This may allow RTA to reroute the assigned vehicle to provide service to another Paratransit customer. If a customer fails to call at least 60 minutes before his/her scheduled trip, he/she will be charged with a "Late Cancellation." Warning and suspension process In the event of a No-Show, Late Cancellation or improper behavior, the following steps will be taken:
A customer receiving notification of a suspension may appeal the decision within ten (10) calendar days of receiving the notification. See the Paratransit Appeals Process section for more details. PARATRANSIT APPEALS PROCESS Right to appeal The ADA requires that transportation providers establish a process for persons to appeal decisions if they are denied access to Paratransit service. RTA has established an appeals procedure for persons whose applications for Paratransit eligibility are denied or for persons who have received suspension notices for other reasons. An individual may file an appeal when RTA denies Paratransit service for any of the following reasons:
RTA will inform an applicant or current customer of a decision to deny eligibility status or to suspend service by letter. Requests to appeal a denial of eligibility must be received within 60 days of the date on the eligibility denial letter. Requests to appeal a suspension must be received within 10 calendar days of the date of the notice of suspension letter. Requests for an appeal must be sent in writing to the ADA Administrative Appeals Committee at the following address: Manager, EEO & ADA ProgramsOnce the request for an appeal is received, it will be reviewed by an Appeals Committee that convenes once a month. The Appeals Committee consists of two RTA staff members, and a volunteer from the ADA Committee of the Citizens Advisory Board. The Appeals Committee will issue a final written decision within 30 days of the appeal hearing. The decisions of the Appeals Committee shall be final. RTA is not required to provide service to individuals who are pursuing an eligibility appeal. However, if the Appeals Committee has not made a decision within 30 days after the hearing, temporary service will be provided. This temporary service will continue until a decision on the appeal is reached. Persons requesting an appeal will be notified in writing of the time, date and location of the appeal hearing. Individuals are encouraged to attend the appeal hearing although attendance is not mandatory. If Individuals requesting appeals cannot attend, they may request a telephone interview or have another person(s) represent them at the hearing. If the individual or a designated representative is not present at the appeal hearing, the Appeals Committee decision will be based on the documentation submitted. All copies of the appellants' application and all supporting materials used in the appeals process will remain confidential. Upon appeal for a No-Show or Cancellation suspension, Paratransit service will be provided pending the appeal; suspension of service will not begin until the appeals process is complete. If a decision is not made within 30 days of the completion of the appeal hearing, the individual appealing the suspension shall be granted service until a final decision has been reached. Questions about appeals If you have questions about your right to appeal, call the RTA Customer Service Center. Our voice telephone number is (216) 566-5124 and our TDD for the hearing impaired is (216) 781-4757. FOR MORE INFORMATION For an ADA application, call:
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