Pace ADA Paratransit Service Guide

FOREWORD

Pace ADA Paratransit Service is a curb-to-curb dial-a-ride service for individuals with disabilities who cannot use the fixed route system. This brochure describes how the Pace ADA Paratransit Service program works and what the guidelines are for using it.

Pace provides a variety of other public transportation services. ADA Paratransit is the only Pace service solely for people with disabilities. In addition:

• All of Pace’s fixed routes are operated using accessible buses. This includes fixed route services operated by Pace, Pace contractors, and municipalities.
• All Pace dial-a-ride services are operated using small buses and vans equipped with lifts.
• Accessible vans are available for use in Pace’s Vanpool services program.

For additional information on any Pace service, please call:

• Pace’s Customer Relations
• Monday through Friday
• 8:00 am until 5:00 pm
• 847-364-PACE (7223)
• TTY 847-364-5093

 

ELIGIBILITY FOR PACE ADA PARATRANSIT SERVICE

Individuals who are interested in using ADA Paratransit Service must apply and be found eligible according to ADA guidelines. The Regional Transportation Authority (RTA) is responsible for determining eligibility for ADA Paratransit Service in the six county northeastern Illinois region.

If you want to apply for ADA Paratransit Service, call the RTA’s ADA Paratransit Certification Program at the number listed below and ask them to mail you an ADA Paratransit Application.

RTA ADA Paratransit Certification Program

• Monday through Friday
• 8:30 am until 5:00 pm
• 312-663-HELP (4357)
• TTY 312-913-3122

After filling out as much of the application as possible, call the RTA’s ADA Paratransit Certification Program to set up an in-person interview.

The RTA will make a decision regarding your eligibility within twenty-one (21) days after the interview is completed. If you are eligible for ADA Paratransit Service for some or all trips, you will receive a certification letter followed by a photo ID card.

If you have questions about the status of your application, you should contact the RTA at the above number(s).

Also, if you disagree with the RTA’s decision regarding your eligibility, a letter may be directed to the RTA at 175 W. Jackson Boulevard, Chicago, IL 60604 or you may call the RTA at the above number(s).

Once eligibility is established, the passenger’s name and ADA registration number is added to Pace’s ADA Paratransit rider listing.

At the beginning of an ADA Paratransit service trip, the passenger should show the driver their ADA Paratransit Identification Card or Letter of Certification from the RTA. Passengers may be denied service if they do not present the ID card or RTA letter.

Passengers who are eligible for ADA Paratransit Services are automatically eligible to use Pace fixed route services at half the regular fare. Passengers may travel with an attendant who is also eligible for the reduced fare for accompanied trips on fixed route services when traveling with the registered individual. In both cases, the ADA Paratransit Services ID card must be shown to the driver.

HOW PACE ADA PARATRANSIT SERVICE IS PROVIDED

Pace contracts with private transportation operators to provide ADA Paratransit Service. Pace leases its own lift-equipped paratransit vehicles (small buses) to these operators. A single operator is contracted to provide the ADA Paratransit Service in a county or portion of a county.

WHERE AND WHEN PACE ADA PARATRANSIT SERVICE IS AVAILABLE

Pace ADA Paratransit Service operates throughout the six county northeastern Illinois region only where Pace fixed routes are operated. The ADA service area is 3/4 mile on either side of Pace fixed route service.

Pace ADA Paratransit Service operates on the same days and during the same hours as Pace’s fixed route service. Evening or weekend ADA Paratransit Service is available only where fixed route service is provided in the evening or on the weekend.

CALLING TO SCHEDULE ADA PARATRANSIT SERVICE

Calls to schedule trips should be made directly to the operator serving the area traveled. A brochure listing the telephone numbers of each of the operators that provide Pace ADA Paratransit Services is available from Pace’s Customer Relations Office (847/364-7223).

Calls are supposed to be answered in the order received. The schedulers are instructed to be brief during busy hours so they can complete each call quickly and take other calls coming in to the scheduling office. This is especially true in the first hour that the scheduling office is open.

When calling to schedule a trip, be ready to provide the following passenger information:

• Name and ADA Registration (ID) number.
• Date of the trip(s).
• Requested pickup time(s)
• The exact street address (and building entrance) of each location, pickup and drop off.
• If a companion or personal care attendant will also be traveling and if the companion uses a mobility device.
• If the passenger will require use of a wheelchair lift.
• If there is a specific time you must be at your destination, state required arrival time.
• A phone number where you can be reached before pickup.

The scheduler tries to fit the trip in as near to the requested time as possible. However, it is helpful if times can be somewhat flexible.

It is not possible to guarantee that every request for a trip can be met. The scheduler is supposed to keep a record of trip requests that are turned down. Occasionally, the scheduler may receive a cancellation by another user or a request to reschedule a trip. In this case, a trip that was originally turned down may then be possible and the scheduler should telephone passengers to fill the trip slots.

As part of Pace’s quality control efforts, calls to schedule rides may be tape recorded. The primary purpose is to confirm that all customer calls are handled promptly, courteously, and accurately. Callers are able to tell if the call is being taped, either by a recorded message or by a beep tone that recurs intermittently.

SUBSCRIPTION SERVICE

A subscription ride is defined as a ride which is taken at least two times per week between the same origin and destination and at the same times. Subscription service is limited. Currently, in most service areas, during the most popular ride times, the maximum level of subscription rides are being provided. Therefore, most requests for subscription services cannot be accommodated immediately.

If a passenger wants to be considered for subscription service, please notify Pace in writing and provide the following information:

• Name
• Identification #
• Pick Up Address for Subscription Trip
• Drop Off Address for Subscription Trip
• Time of Pick Up
• Time of Drop Off
• Days of the week subscription service is needed.

All subscription requests should be addressed to:

• Pace Paratransit Department
• Subscription Request
• 550 W. Algonquin Road
• Arlington Heights, IL 60005

All subscription requests received are date stamped and placed on a waiting list. Requests within each service area (and hours of service) are handled on a first come, first served basis. Pace will contact passengers to verify the subscription trip information when subscription spaces become available.

DEFINITION OF SCHEDULED TRIP TIME/PICKUP TIME

A scheduled trip is defined as a trip requested by a rider to which an ADA Paratransit provider’s call taking staff commits to deliver at a specific time on a specific date; or a subscription trip Pace commits to deliver at a specific time on specific days. The scheduled trip time/pickup time should not be modified by the ADA Paratransit provider, unless the passenger is notified and the change will not make the passenger late for an appointment time that the passenger previously informed the provider about. The provider is required to record the date and time of the call made to notify the passenger of the change.

PUNCTUALITY: Passengers & Drivers

Riders are asked to be ready 15 minutes prior to the scheduled pickup time. If the vehicle arrives up to 15 minutes early, it is helpful if the passenger can leave immediately.

Every ADA Paratransit driver should be scheduled to be at the pickup point on time or slightly early, but traffic conditions affect travel times a great deal. Passengers should not have to wait more than 15 minutes after the scheduled pickup time.

Please be aware, however, that the provider is considered to be “on time”, if they make a pickup within 15 minutes of a scheduled trip. If the ADA Paratransit operator does not arrive within 15 minutes of the scheduled time, the trip is considered “late”.

Passengers are urged to wait at the exact doorway and address indicated when scheduling the trip. Whenever possible, wait where the vehicle’s arrival can be seen. Drivers are not required to knock or ring doorbells. If a passenger is more than five minutes late for a scheduled pickup time, the driver may not be able to wait. However, before they leave for the next pickup, they are supposed to check with their scheduling office.

CHANGING A TRIP ALREADY SCHEDULED

Passengers needing to change the time or destination of a trip previously scheduled should notify the scheduling office as soon as possible. Schedulers do the best they can to accommodate the passenger’s request for a change in time, but this is not always possible. The sooner the passenger calls to request the change, the more likely the scheduler is able to accommodate it.

Drivers are not authorized to make changes in trip times or pickup or drop off locations. All requests for changes must go through the scheduling office of the service providers.

NO-SHOW AND LATE CANCELLATION POLICY

If a passenger needs to cancel a previously scheduled ride, they should call the scheduling office as soon as possible so that a trip can be provided to another passenger. A passenger who does not call to cancel is considered a “no-show”. A passenger who cancels with less than two hours notice is considered a “late cancellation”. Late cancellations and no-shows take up ride time that could have been used to accommodate the travel needs of others.

While it does not happen frequently, at times, contractor reports indicate that a passenger has an excessive number of no-shows or late cancellations. In such cases, Pace may suspend the passenger’s use of Pace ADA Paratransit Services. Before such action is taken, Pace personnel will contact the passenger to discuss the matter. Most of the time, such discussions serve to clear up any misunderstandings and no formal suspension takes place.

Also, Pace will take into consideration the difficulty that a passenger may have in providing at least two hours notice of their cancellation of early A.M. trips. For example, if the provider’s office does not open until shortly before the trip is scheduled, and the passenger could not anticipate the need to cancel the day before, Pace will take these circumstances into consideration before suspending a passenger’s use of ADA Paratransit Services.

TRAVELING WITH A COMPANION

Eligible ADA riders may always travel with one companion. The first companion travels at no charge. Additional companion(s) may travel if space is available and are required to pay the full ADA Paratransit Service fare.

Companions must be picked up and dropped off at the same location as the ADA eligible rider.

TRANSFERS BETWEEN ADA PARATRANSIT SERVICE AREAS

Passengers can travel between different Pace ADA Paratransit Service areas, if the areas are adjacent. Also, passengers can travel between Pace ADA Paratransit Service areas and the Chicago Transit Authority’s (CTA) Paratransit Service area, if the service areas are adjacent.

In order to arrange travel between adjacent areas, a passenger must call each of the providers from each area and schedule a transfer trip.

FARES

The one-way fare for ADA Paratransit Services is $3.00 for Cook and DuPage county services (which is twice the fare on Pace’s regular fixed route service in these counties) and $2.50 in Kane, Lake, McHenry and Will county services (which is twice the fare on Pace’s regular fixed route service in these counties).

Please be aware that parts of Will and Lake Counties are serviced by Cook County ADA services.
Pace encourages passengers to use the lower cost fixed route service to the extent possible.

Transfers from ADA paratransit service to a regular fixed route or another ADA service area are provided at no additional charge. Transfers are honored on Pace’s fixed route services and ADA services as well as on CTA fixed route services and Special Services (ADA).

It is helpful when scheduling your ADA trip, if you let the scheduler know what service you will be transferring to. Also, be sure to let your driver know what service you are transferring to.

Payment of the exact fare is required and must be paid at the time of the trip. Passengers who are able should put the fare directly in the farebox. If a passenger is unable to do this, the driver may assist, if requested.

Passengers may purchase books of ten (10) ADA Paratransit Services tickets. A form to purchase tickets by mail is available through Pace’s Customer Relations Office. Many passengers find this more convenient than carrying the exact fare.

REQUIRED USE of  FLOOR RESTRAINTS

Passengers using a wheelchair or other mobile assistive device must allow it to be secured with the vehicle’s floor restraint system. Also, for the passenger’s safety, we encourage the use of the lap belt and shoulder belts provided in the vehicles.

The use of the lap belt and shoulder belts by passengers using a wheelchair or other mobile assistive device is not required.

LIMITED PASSENGER ASSISTANCE

An ADA Paratransit Service driver will secure a passenger’s wheelchair or other mobile assistive device using the floor restraints. When requested, the driver may provide assistance to a passenger, if, in the driver’s best judgement, this enhances the safety of the passenger and the safety of the driver and other passengers will not be compromised. Under these circumstances, the driver may assist passengers in 1) boarding and exiting the vehicle; 2) getting to or from the exterior door of their pickup point or destination. At no time may the driver leave sight of the vehicle. At no time are drivers allowed to lift or carry customers.

Passengers are expected to carry on their own packages.

IF YOU ARE CONFUSED ABOUT YOUR TRIP OR YOU ARE STRANDED

FIRST: Call the ADA Paratransit Service contractor.

Enter the number you call for service here ___________________________________

SECOND: If you have an emergency and your service contractor is closed:

Call the RTA Travel Information Center at:

• 836-7000 (voice)
  or
• 1-800-439-2202 (TTY)

Ask to speak to a supervisor, who will page Pace emergency staff.

Please use the emergency procedure only if the following situation exists:

• you had a ride scheduled with a Pace ADA contractor and the ADA contractor did not show up, and
• you called the ADA contractor and explained your situation, but were not assured that you would be picked up, and
• you think you may be stranded, and
• it is after the ADA contractor’s service hours.

 

UNSAFE BEHAVIOR

Pace Right to Refuse Service

Pace reserves the right to refuse service to anyone who poses a threat to the safety of other passengers or the driver, or whose behavior poses a threat to their own safe transport.

Pace will not refuse service to an individual with disabilities solely because the individual’s disability results in the appearance or involuntary behavior that may offend, annoy or inconvenience other persons.

If a passenger is suspended from using Pace ADA services, and they feel that Pace’s decision was made in error, they may request an appeal to Pace’s Executive Director and have an opportunity to present their concerns at a hearing.

A written request for an appeal may be submitted to Pace’s Executive Director at 550 W. Algonquin Road, Arlington Heights, IL 60005

RIDER COMPLAINTS, COMPLIMENTS, GENERAL INFORMATION

Pace staff works closely with ADA Paratransit Service providers and monitors all services with the goal of continually improving quality. Pace also relies on the passengers to help with monitoring, so we welcome passenger comments - both criticism and praise.

Any complaints should be made directly to Pace Customer Relations at:

• 847-364-PACE (7223)
  or
• 847-364-5093 (TTY)

Upon request and when feasible, Pace will make its best efforts to keep the name of the complainant confidential from the person against whom the complaint is made.

Pace staff is best able to investigate and resolve complaints or problems when the passenger notifies us promptly after the occurrence and provides specific information as to date, time, and other relevant details.

General concerns, commendations, suggestions or requests for general information on any Pace service also should be directed to Pace Customer Relations.

IN CONCLUSION

Pace’s goal is to offer efficient and economic ADA Paratransit Service which is:

• Safe
• Reliable
• Comfortable
• Responsive
• Courteous
• Helpful
• Punctual

Passenger involvement and comments are welcome at all times.

For More Information

Please contact Pace Customer Services for more information on Pace ADA Paratransit Services.