Pace ADA Paratransit Service

City of Chicago

Customer Guide

February 6, 2009

To request a copy of this brochure in an accessible format, please call Pace Customer Relations

Voice: 1-800-606-1282

TTY: 1-888-847-0093

Table of Contents

Reference Numbers

Taxi Access Program Phone Numbers

Welcome to Pace ADA Paratransit

ADA Paratransit Eligibility

Scheduling a Trip

Canceling or Changing a Trip Reservation

Pick-up and Drop-off Procedures

Personal Care Attendant (PCA) and Companion Policies

Driver Assistance

Suspension or Termination of Service

Disruptive Conduct

Late Cancelations or No-Shows

Appealing a Warning or Suspension of Service

Travel Time

Fare

Hours of Operation

Holiday Service

Service Area

Suburban Trips and Transfer Locations

Service Maps

Traveling Beyond the Service Area

Subscription Service

Mobility Direct

Taxi Access Program (TAP)

Visitors to the City of Chicago

Alternative Transportation Services

Travel Training

Using CTA Bus and Rail Service

Emergency Assistance

Reference Numbers

As of March 28, 2008

Scheduling

Area #1 SOUTH - 71^st St. south to Sibley

Operated by SCR Transportation

Voice: 866-926-9631

TTY: 866-764-1134

Area #2 CENTRAL - Between 71^st St. and Fullerton

Operated by CDT Transportation

Voice: 866-926-9632

TTY: 866-764-1135

Area #3 NORTH - Fullerton north to Central

Operated by MV Transportation

Voice: 866-926-9633

TTY: 866-764-1136

Please note that service area designations are shown in attached map.

RTA Registration

Voice: 312-663-4357

TTY: 312-913-3122

CTA

Voice: 1-888-YOUR-CTA (968-7282)

TTY: 1-888-282-TTY1 (282-8891)

Pace Passenger Services

Voice: 800-606-1282 Option #2 or 847-364-7223

TTY: 947-364-5093

Fax: 847-228-2329

After Hours: 800-606-1282 Option #3

Email: Passenger.Services@PaceBus.com

Website: www.PaceBus.com

Taxi Access Program Phone Numbers

Voucher Mail Order Forms

Voice: 1-800-606-1282 - Option #2 Passenger Services

TTY: 1-888-847-0093

Chicago Accessible Taxicab Service

For customers who require lift-equipped cabs

1-800-281-4466

Taxi Concerns

City of Chicago Department of Consumer Services

Voice: 312-744-9400

TTY: 312-744-9385

City of Chicago Taxicab Companies

American United Cab Association 773-327-6161

Blue Ribbon Association, Inc 773-508-0800

Central Dispatch-Accessible Taxi 800-281-4466

Checker Taxi Association, Inc 312-243-2537

Chicago Carriage Cab 312-326-2221

Choice Taxi Association, Inc 773-338-9502

City Service Taxi Association 773-907-0909

Flash Cab Company 773-561-4444

Globe Taxi Association, Inc 773-725-6500

Gold Coast Taxi Association 773-271-0163

King Drive Cab Affiliation 773-487-9000

Koam Taxi Association 773-973-3535

Service Taxi Association, Inc 773-262-2163

Sun Taxi Association, Inc 773-736-3399

Yellow Cab Affiliation, Inc 312-829-4222

Welcome to Pace ADA Paratransit

Pace is committed to providing quality transit services for all of our customers. We recognize that some customers' disabilities do not allow them to use conventional fixed-route bus and rail services. Pace's ADA Paratransit Service program provides transportation that is comparable to the service provided by the mainline system.

Pace's ADA Paratransit Service provides origin-to-destination transportation to ADA Paratransit eligible people who are unable to use accessible mainline and rail service due to their disabilities. Pace ADA Paratransit is a shared-ride program, meaning that multiple individuals' trips are grouped together in an effort to meet all trip requests and improve efficiency.

The ADA Paratransit Service program:

· Operates in compliance with FTA ADA regulations,

· Is an origin-to-destination transit program for ADA paratransit eligible customers,

· Is a shared-ride program,

· Provides service that is comparable in time to the fixed-route system, including transfers and wait times,

· Operates on comparable days and hours as the fixed-route system, and

· Is provided without regard to the purpose of the trip.

ADA Paratransit Eligibility

To qualify for ADA Paratransit Service, customers must apply for a determination of eligibility with the Regional Transportation Authority (RTA). The RTA determines eligibility based upon functional considerations. This application process helps determine which individuals can most benefit from ADA Paratransit Service and which individuals can be best served by accessible fixed-route bus and rail systems when combined with support services, such as online trip planning (visit www.PaceBus.com) and Travel Training. Please see section "Alternative Transportation Services" for more information.

To obtain information about the categories of eligibility or to apply for ADA Paratransit Services, please call the RTA:

Voice: 312-663-HELP (4357)

TTY: 312-913-3122

Some individuals may be found to be conditionally eligible for ADA Paratransit Service and will have limitations on the times and circumstances in which they are able to use paratransit service. For example, a conditionally-eligible customer may only be eligible for ADA Paratransit Service during winter months, summer months, or daylight hours.

A common wheelchair is a wheelchair with an overall weight of no more than six-hundred (600) lbs (when combined with the weight of the client) and not exceeding thirty (30) inches in width or forty-eight (48) inches in length when measured from two inches above the ground. Wheelchairs with measurements that exceed these numbers may not be accommodated.

Scheduling a Trip

Eligible customers should call the carrier in the service area that accommodates the origin of the trip (see section "Reference Numbers" for a list of carriers by service area). It is the responsibility of the carriers to coordinate transfer trips within the city of Chicago. It is the responsibility of the rider to arrange a trip that transfers between city and suburban areas or between suburban areas.

Customers must call the day before their trip to schedule the trip. The pick-up time requested may not be available, but all customers are guaranteed a reservation within one useful hour of the requested pick-up time. Customers should allow for a twenty-minute pick-up window. Customers may schedule their return trip at the time of reservation. Passengers may call back to change their pick-up time if their appointment runs late. If the trip is anticipated to end early, Pace will try to accommodate these changes. Pace does guarantee a ride home to all passengers transported by Pace on the same day of service.

Reservations are taken from Monday through Sunday, 6:00 AM - 8:00 PM.

When calling to schedule a trip, customers must have the following information:

· Paratransit ID Number (starting with "P")

· Date of trip

· Requested pick-up time and/or appointment time

· Exact street address of the trip origin and destination (intersections will not be accepted)

· Number of people traveling with the customer, including personal care attendant (PCA) and/or companions (see section "Personal Care Attendant (PCA) and Companion Policies")

· Types of mobility aids used by all members of party

· Description of any assistance needed

· Other helpful information (for example: whether a customer will be transferring from a wheelchair to a seat, whether a customer requires more than one seat on the vehicle, whether door-to-door assistance is needed, etc.)

When calling to schedule a trip, customers should be ready to record important information, such as the scheduled pick-up time.

Customers must keep their address, telephone numbers, and emergency information current with the RTA since this is the source of all passenger information.

Canceling or Changing a Trip Reservation

Customers who would like to cancel a trip must contact their carrier directly. Customers must cancel their trip at least two (2) hours before the scheduled pick-up time to avoid the trip being classified as a late-canceled trip. Customers who do not wish to continue waiting for a vehicle that is more than thirty minutes late should call to cancel their trip in order to avoid a no-show or late-cancelation penalty.

Same-day trip changes will only be permitted if proper notice is provided and the schedule can accommodate the desired change. Destination changes are not permitted while on board the vehicle or at the time of pick-up unless authorized by the dispatcher. Drivers are not permitted to make any unscheduled changes to a trip.

Pick-up and Drop-off Procedures

When possible customers should be within the driver's sight while awaiting pick-up. Passengers must be ready to board the vehicle five minutes before the scheduled pick-up time. Drivers will wait five minutes after arrival or after the scheduled pick-up time, whichever is later, and after that period the driver is given authorization to leave. Drivers will make an attempt to locate the customer. However, if the driver leaves after the appropriate five minute period, the customer will be recorded as a no-show.

ADA Paratransit is an origin-to-destination program. As such, drivers cannot escort customers past the ground floor of any building and are not allowed to enter residences. Passengers are expected to carry their own packages. Customers who require additional assistance should arrange for a PCA or companion. Drivers will go to the ground level exterior door of the building upon request when it is safe to do so. Drivers will identify themselves to visually-impaired passengers and announce the names of the passengers being picked-up. Visually-impaired passengers may request to be identified as visually-impaired to drivers in order to help facilitate the boarding process.

When boarding a vehicle, customers must show their valid RTA ADA Paratransit certification ID card or picture identification. All fares must be paid upon boarding the vehicle.

Drivers are required to arrive no later than twenty minutes after the scheduled pick-up time. Passengers are encouraged to board the vehicle early when possible in order to keep service efficient for all riders.

Personal Care Attendant (PCA) and Companion Policies

Pace permits one registered personal care attendant (PCA) to accompany the ADA eligible customer if the client has been certified by the RTA to have a PCA. A PCA is not considered a companion and does not need to pay a fare. The PCA must have the same pick-up and drop-off locations as the eligible customer.

Pace permits one companion to accompany the eligible customer. PCA eligible customers may have a companion in addition to a PCA. Companions are required to pay the same cash fare as the eligible customer and must be picked-up and dropped-off in the same location as the customer. Additional companions may accompany the customer only if space is available on the vehicle. No guarantees can be made that more than one companion will be allowed to travel with the customer.

Customers traveling with a PCA or companion must reserve space for them when calling to schedule their own ride.

Driver Assistance

Drivers will assist customers as needed and upon request with boarding and exiting the vehicle, to and from the ground level exterior door of the building. Drivers cannot escort customers past the ground floor of any building and are not allowed to enter residences. Drivers are not allowed to lift or carry customers. Customers are expected to carry their own bags and packages. Customers who require additional assistance must arrange for a PCA or a companion. Drivers are required to make sure that all wheelchairs and scooters are properly secured per ADA requirements. Drivers are prohibited from accepting tips from passengers, but passengers may contact Pace Passenger Services to compliment and/or comment on a driver.

Suspension of Service

Customers who abuse their riding privileges may face suspension of ADA Paratransit Service. Before service is suspended, customers will generally be notified in writing. Conduct that may lead to suspension of service includes illegal, violent, and/or unsafe behavior; refusal to pay the proper fare; disruptive conduct; and excessive late cancelations and/or no-shows.

· Disruptive Conduct

Customers who engage in violent, disruptive, or illegal conduct will be refused service. A customer whose behavior threatens or has threatened the safety of customers or Paratransit personnel may be denied service. Customers who engage in violent, threatening, or illegal behavior may lose the privilege of riding with Pace Paratransit.

· Late Cancelations or No-Shows

UNDER REVIEW

· Appealing a Warning or Suspension

Customers are given the opportunity to appeal a suspension of service before Pace. Unless a violation is for safety reasons, suspension of service will not begin until the appeal process is complete. Customers will be notified in writing of the final decision.

Travel Time

Customers who are traveling to a scheduled appointment should tell the customer service representative their appointment time when calling to schedule the ride. This allows the carrier to help to determine the best pick-up time.

ADA Paratransit Service is a shared-ride program. Total travel time includes the time it takes other passengers to board, ride, and alight the vehicle. Travel time should be comparable to trips with the same origin and destination in the fixed-route bus system, including transfers and wait times. This standard exists except when circumstances exist beyond the service provider's control, such as in times of inclement weather.

Fare

All customers and companions are required to pay a fare upon boarding. Only a PCA riding with a PCA eligible customer may ride for free. The fare for all customers and companions is $2.25 per one-way trip.

Customers may pay in the following ways:

· $2.25 Cash

· PACE ADA One Ride Ticket

· $1.75 CTA Fare Card plus $0.50 cash

· Pace Monthly Pass, U Pass, or Retiree Pass

Companions must pay exact cash fare. Drivers do not carry change.

Hours of Operation

Operating hours vary on weekdays, weekends, early in the morning (Owl service), and on holidays.

Service operates on weekend hours on the holidays listed under the section "Holiday Service."

Holiday Service

Paratransit Service on the following holidays is comparable to fixed-route holiday service:

· New Year's Day

· Memorial Day

· Independence Day (Fourth of July)

· Labor Day

· Thanksgiving Day

· Christmas Day

All subscription rides are automatically canceled on these holidays. Customers who wish to ride on these days must book a demand trip the day before with the appropriate area carrier.

Service Area

The Pace ADA Paratransit service area is within ¾ of a mile of a CTA bus route and up to ¾ mile in radius of each CTA rail station. Please see the Service Maps for more information.

Service is provided to all of the following communities:

· Chicago, including O'Hare and Midway Airports

· Cicero

· Evanston

· Evergreen Park

· Forest Park

· Harwood Heights

· Hines

· Hometown

· Lincolnwood

· Norridge

· Oak Park

· Skokie

Service is provided to parts of the following communities:

· Alsip

· Bedford Park

· Bellwood

· Berwyn

· Blue Island

· Burbank

· Calumet Park

· Elmwood Park

· Forest View

· Maywood

· Merrionette Park

· Niles

· North Riverside

· Oak Lawn

· Park Ridge

· River Forest

· River Grove

· Rosemont

· Schiller Park

· Stickney

· Summit

· Westchester

· Wilmette

Additional Service is provided to the transfer locations listed under "Suburban Trips and Transfer Locations."

Transfer Locations

City of Chicago customers may transfer between city and suburban locations by calling a City of Chicago carrier and then calling a suburban carrier to schedule a transfer.

Following are the designated transfer points for ADA paratransit service in Chicago's six-county suburbs. The carrier will determine the most appropriate transfer location based on the client's origin and destination.

Transfer Points Between Chicago and the Suburbs

· North

o CTA Linden Purple Line rail station, 349 Linden Ave., Wilmette

o CTA Rosemont Blue Line rail station, 5800 N. River Rd, Rosemont ( I-190 & River Road)

o CTA Howard Red Line rail station, 1649 W. Howard, Howard & N. Hermitage, Chicago

o Park Ridge Metra, 100 S. Summit Ave., Park Ridge

o Resurrection / St. Francis Hospital , 355 Ridge Ave., Evanston

o Golf Mill (East side entrance to food court) , Milwaukee Ave. & Golf Rd., Niles

o Old Orchard (entrance to the west of Macy's), 1 Old Orchard Rd., Skokie

o Advocate Lutheran General Hospital (main entrance off Luther Lane on West side of facility), 1775 Dempster St., Park Ridge West

o Brookfield Zoo (use North entrance of zoo located on South side of 31^st, West of 1^st Ave.), 3300 Golf Road, Brookfield

o Hines VA Hospital (at Pace Paratransit sign at entrance to building 200 main entrance off Roosevelt Rd), 5000 S. 5^th, Maywood

o Loyola Hospital (main entrance off 1^st Ave.), 2160 S. 1^st Ave., Maywood

o MacNeal Berwyn Hospital, 3249 Oak Park Ave., Berwyn

o North Riverside Mall (use food court entrance), 7501 W. Cermak Rd., North Riverside

o West Suburban Hospital , 518 N. Austin Blvd., Oak Park

o Walgreens Westchester, 10345 W. Roosevelt Rd., Westchester

o Westchester Jewel, 2128 S. Mannheim Rd., Westchester Southwest

o Main Entrance of Christ Hospital, 4440 W. 95^th St., Oak Lawn

o Ford City Mall 7601 S. Cicero Ave., Chicago (pick up and drop off must bet at food court entrance)

· South

o Chicago Ridge Mall (use entrance on East side of mall adjacent to Panera Bread), 281 Commons Drive, Chicago Ridge

o Christ Hospital, 4440 W. 95^th St., Oak Lawn

o Evergreen Plaza, (Carson's Lower Level), 9500 S. Western Ave., Evergreen Park

o Ford City Mall (pick up and drop off must be at food court entrance), 7601 S. Cicero Ave., Chicago

o Jewel (Blue Island), 2320 W. 127^th St., Blue Island

o Jewel (Halsted - new Pace transfer point), 11414 S. Halsted St., Chicago

o River Oaks Mall (fixed route stop on East side of Cineplex enter opposite Sears auto. There is a Pace bus stop sign to use), 2 River Oaks Drive, Calumet City

o White Castle (before 7:00 a.m.), 12709 Western Ave., Blue Island

o CTA Bus Turnaround at 119^th and Western (McDonalds), 1900 Western Ave., Blue Island

o CTA Orange line rail station, 5900 S. Kilpatrick Ave., Chicago

o CTA Bus Turnaround at 63^rd and Archer, Summit

Traveling beyond the Service Area

Customers may be able to schedule trips beyond the service area with transit agencies outside of the Pace and CTA service areas and throughout the United States with a valid ADA Paratransit ID. Customers need to contact the Paratransit carrier in the area to which they would like to travel to determine eligibility and local travel rules.

Subscription Service

Subscription Service is not required by the ADA. However, in an effort to best meet our customers' needs, Pace offers limited Subscription Service for customers who require repetitive trips from the same origin and to the same destination over an extended period of time. Subscription Service customers do not need to call to reserve each of their repetitive trips. Subscription Service is for trips to work, work training, education-specialized medical care, or other repetitive travel needs. In order to qualify for a Subscription trip, the same ride must be taken at the same time at least twice a week.

Because the availability of Subscription Service is limited, some customers may be placed on a waiting list. Other restrictions may also apply. All subscription rides are automatically canceled on the holidays listed in the section "Holiday Service." Customers who wish to ride on these days must book a demand trip the day before with the appropriate area carrier. Subscription Service trips requiring changes should be canceled and demand trips should be requested. To cancel a specific trip that is a part of Subscription Service, customers must call the carrier. Customers should take care to only cancel one specific trip and not cancel their Subscription Service entirely. Failure to cancel trips appropriately and/or excessive cancelations may result in dismissal from the Subscription Service program. Subscription Service may be placed on hold to accommodate vacations, hospital stays, and other limited periods of time when service will not be needed. Subscription Service is not meant to hold a time slot for trips made only occasionally. Subscription trips may be assigned to any one of Pace's contract carriers.

Mobility Direct

Mobility Direct is a taxi-based subscription service for people who are eligible for ADA Paratransit Service. Mobility Direct can be used for repetitive trips that are to and from the same place at the same time on the same days, up to ten miles each way. The repetitive trip can be used for one day a week or for as many as seven days a week. Mobility Direct only operates within the City of Chicago.

There is no Mobility Direct service on the holidays listed on in the section "Holiday Service." Customers must call and individually register any trips that they would like to take place on these holidays. Customers need to call their taxi affiliation to cancel any specific Mobility Direct trip. Customers should take care to only cancel one specific trip and not cancel their service entirely. Failure to cancel trips appropriately may result in dismissal from the Mobility Direct program. Customers should contact Pace for any cancellations in excess of two (2) consecutive days.

Taxi Access Program (TAP)

ADA eligible Paratransit customers may purchase taxi vouchers worth up to $13.50 of the metered cab fare for $5.00 each. In addition, Pace pays the $1.00 taxi fuel surcharge. TAP increases flexibility in scheduling non-stop service within the City of Chicago. All Chicago taxicab companies participate in TAP. It is not necessary to reserve trips the day before as is required by other paratransit services.

When using TAP it is necessary to wait a minimum of ten minutes in between taxi rides. Taking two or more taxi trips in fewer than ten minutes is referring to as "chaining trips" and is a serious violation of TAP rules. Customers and taxi drivers who are found to be in violation of this rule risk suspension or removal from the Taxi Access Program.

Customers who require lift-equipped cabs should call the Chicago Accessible Taxicab Service at 1-800-281-4466. For more information, please call Pace to request a TAP brochure or visit www.PaceBus.com. A list of cab companies can be found under the "Taxi Access Program Reference Numbers" section at the beginning of this guide.

Visitors to the City of Chicago

Pace provides ADA Paratransit Service to visitors with disabilities who do not live in the CTA or Pace service area. To ride with Pace Paratransit, visitors must present documentation that they are ADA eligible for Paratransit Service in the jurisdiction in which they reside. If a visitor is unable to present this documentation, Pace will require documentation of residency and disability. Documentation of eligibility for Paratransit Service for out-of-town visitors should be made at least seven days before the first desired day of travel.

Visitors will not be provided service for more than twenty-one (21) days within a calendar year. Customers who wish to receive service beyond this twenty-one (21) day period must apply for eligibility with the RTA.

Alternative Transportation Services

· Travel Training

Travel Training is available for customers who need assistance using the CTA or Pace bus or rail system. Training is provided by professional instructors at no cost, and all training is tailored to the individual customer's particular needs and desires. With Travel Training instruction, some disabled customers may be able to learn how to use accessible CTA buses and trains. Please call the RTA at (312) 663-HELP (4357 voice) or (312) 913-3122 (TTY) for more information about Travel Training.

· Using Bus and Rail Service

The RTA ADA Paratransit ID card permits eligible customers and accompanying PCAs to ride the Pace bus and CTA bus and rail systems at reduced fares. The Reduced Fare 30-Day Pass is available at Currency Exchanges, select Jewel, Dominick's, and Cub Food stores, and through pace's website: www.PaceBus.com and is only valid on Pace and CTA fixed bus or rail systems.

Emergency Assistance

If a vehicle has not arrived after forty-five minutes, please call:

Voice: 1-800-606-1282 Option #3

TTY: 1-888-847-0093

For life threatening and medical emergencies, always dial 911!

Pace Paratransit Operations

547 W. Jackson Blvd.

Chicago, IL 60661

Voice: 1-800-606-1282

TTY: 1-888-847-0093

For More Information

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