Americans with Disabilities Act (ADA) Policy & Procedures

Americans with Disabilities Act of 1990 (ADA) Policy & Procedures

Table of Contents  

Introduction and Purpose

This ADA Policy is written to establish operating and service guidelines and procedures for the implementation of the requirements of the ADA, the U.S. Department of Transportation (U.S. DOT) regulations for implementing ADA (49 CFR Parts 27, 37 and 38). RFTA operates services on a fixed route basis. RFTA complies with ADA requirements with respect to such services.

Policy Statement

It is the policy of RFTA to comply with all the legal requirements of federal and state laws and regulations as they pertain to individuals with disabilities. If state and federal regulations are contradictory, the federal ADA regulations prevail. RFTA provides quality transportation services without discrimination to all persons including individuals with disabilities. Discrimination on the basis of disability against any person by RFTA employees will not be condoned or tolerated. Persons with or without a disability may file a complaint under the ADA.

Goals

Service is provided in a manner that meets these goals to:

  1. Provide safe, accessible, and dignified services to all persons, including individuals with disabilities.
  2. Ensure that eligible individuals who are unable to board, ride or disembark from the fixed route service are provided complementary paratransit with comparable service availability and quality to the fixed route service.
  3. Expedite the safe and efficient boarding, securing, transporting, and alighting of all passengers, regardless of mobility status.
  4. Accommodate the wide range of mobility aids within the confines of available vehicles and commercial standard equipment.

Applicability

This policy applies to all RFTA employees, services, facilities and vehicles. It applies equally to all persons who need and/or use the services provided by RFTA.

Definitions

  • Commuter Bus – Fixed route bus service, characterized by service predominantly in one direction during peak periods, limited stops, use of multi-ride tickets, and routes of extended length, usually between the central business district and outlying suburbs. Commuter bus service may also include other service, characterized by a limited route structure, limited stops, and a coordinated relationship to another mode of transportation.
  • Disability – With respect to an individual, a physical or mental impairment that substantially limits one or more of the major life activities of such individual; a record of such an impairment; or being regarded as having such an impairment.
  • Fixed Route Service – Operates along a prescribed route according to a fixed (regular) schedule.
  • Mobility Device – A device that is designed to assist an individual with disabilities with locomotion. Examples include wheelchairs, canes, crutches, and walkers. Also called mobility aid.
  • Route Deviation Service – A system that permits user-initiated deviations from routes or schedules.
  • Securement Area or Station – A designated location for riders using wheelchairs, equipped with a securement system.
  • Securement Device, Equipment or System – Equipment used for securing wheelchairs against uncontrolled movement during transport.
  • Service Animal – Any guide dog, signal dog, or other animal that has been individually trained to work or perform tasks for an individual with a disability, including, but not limited to, guiding individuals with impaired vision, alerting individuals with impaired hearing to intruders or sounds, providing minimal protection or rescue work, pulling a wheelchair, or fetching dropped items.
  • Wheelchair – A mobility aid belonging to any class of three- or more- wheeled devices, usable indoors, designed or modified for and used by individuals with mobility impairments, whether operated manually or powered.

Recruitment and Employment

RFTA is an Equal Opportunity Employer and fully complies with ADA in its recruitment, hiring, and continued employment practices.

Facility and Vehicle Accessibility

RFTA’s administrative facilities, passenger facilities, and vehicles shall meet or exceed the requirements of 49 CFR Parts 27, 37 and 38 and requirements of the State of Colorado. If state requirements do not meet federal requirements, the federal ADA regulations prevail. All vehicles purchased for fixed route and route deviation service will be accessible. Vehicles purchased for demand response service will only be non-accessible to the extent that the demand response system, when viewed in its entirety, provides the same level of service for individuals with disabilities as for individuals without disabilities. The transit system will conduct an analysis of service equivalency prior to the acquisition of any inaccessible vehicles for demand-responsive service.

Vehicle and Route Assignment

To the extent possible, the assignment of particular types of vehicles will be based upon rider needs. All vehicles assigned to fixed routes and deviated routes will be accessible.

In addition to fixed route and route deviation service, RFTA also operates demand response service. To the extent that inaccessible vehicles comprise any proportion of the fleet, RFTA ensures that equivalent service is provided to individuals with disabilities, including wheelchair users, that is consistent with U.S. DOT ADA regulations under 49 CFR Part 37, Section 37.77. This transportation will be provided in the most integrated setting appropriate to the needs of the individual and will be equivalent to the service provided other individuals with respect to:

  • Response time
  • Fares
  • Geographic area of service
  • Hours and days of service
  • Restrictions or priorities based on trip purpose
  • Availability of information and reservations capability
  • Any constraints on capacity or availability

Maintenance of Accessible Features

Accessibility features on vehicles, including lifts, ramps, wheelchair securement devices and public address systems, will be maintained in operative condition. The preventive maintenance program of RFTA provides for regular and frequent maintenance checks of these features as well as preventive maintenance as recommended by the equipment manufacturers. In addition, the lift must be cycled as part of each pre-trip inspection.

Drivers are required to report lift or ramp failures immediately. Vehicles with inoperative lifts or ramps will be removed from service and replaced with an accessible vehicle until the inoperative lift or ramp is repaired.

Wheelchair Accommodation

All accessible vehicles meet or exceed the requirements of 49 CFR Part 38. Transportation providers are required to carry a wheelchair and its user, as long as the lift can accommodate the size and weight of the wheelchair and its user, and there is space in the securement area for the wheelchair on the vehicle without blocking the aisle. If a vehicle lift/ramp and securement area can accommodate a wheelchair (or other mobility device), RFTA will transport the device and its user.

An individual who uses a wheelchair that, when occupied, exceeds the weight rating of the vehicle lift/ramp, will be offered the opportunity to board and disembark from the vehicle separately from the wheelchair. However, RFTA personnel are prohibited from operating a passenger’s wheelchair. The individual may travel with another individual who can assist with operating the unoccupied wheelchair to maneuver it on and off the lift/ramp.

Boarding

Drivers and scheduling practices will provide adequate time for a passenger with a disability to board and/or disembark the vehicle, which includes adjusting the schedule if necessary and waiting for passengers to be seated before moving the vehicle. Only a properly trained transit system employee can operate the lift or ramp and secure the wheelchair in the securement station. Passengers may board facing toward or away from the vehicle.

Priority Seating

With the exception of the wheelchair securement stations, RFTA does not require any passenger to sit in designated seating. Priority seating for seniors and individuals with disabilities is designated by permanent signage in each vehicle. In cases where an individual with a disability requests use of priority seating that is currently occupied by another passenger, the driver will ask that passenger to move so as to allow the individual with a disability use of the priority seating. In cases where a wheelchair user requires the use of a securement location, the driver will ask any passenger (including other passengers with disabilities) to vacate the securement location.

Driver Assistance

Drivers will make themselves available for assistance to individuals with disabilities and will assist passenger upon request. Drivers will leave their seat to assist a passenger with using the vehicle ramp, lift and/or securement system. Drivers will use the accessibility-related equipment and features on their vehicles as described in these policies.

Wheelchair Securement

RFTA does not require that wheelchairs be secured on board the vehicle. However, the driver will secure a passenger’s wheelchair if requested by the passenger.

  • Securement of wheelchairs is the responsibility of the driver. Drivers are trained in the proper operation of all securement equipment based on the equipment manufacturer’s specifications. Drivers will listen to and respect riders’ instructions on how to secure their equipment. Drivers cannot be expected to be familiar with each and every wheelchair type that may come aboard, and securement attachment points may differ by wheelchair manufacturer. The rider may be in the best position to instruct the driver on how to properly secure their mobility device.
  • If the securement system is not compatible with the wheelchair the passenger is using, the driver will still attempt to safely secure the wheelchair. If the wheelchair cannot be secured because of the wheelchair design, the passenger still has the right to ride in the vehicle.
  • Drivers must secure wheelchairs in the designated securement area only, even if the passenger wants their mobility device to be secured in a non-designated area. The wheelchair is not allowed to block the aisle.
  • Seat belts and shoulder harnesses are recommended but not required for passengers riding in their secured wheelchair. Seat belts will never be used instead of independent securement of the passenger’s wheelchair.
  • In cases where an individual using a wheelchair attempts to board and requires use of a securement location that is currently occupied by another passenger that is not using a wheelchair, the driver will ask that passenger to allow the individual using a wheelchair to use the securement position.

Use of Lift or Ramp by Individuals Not Using a Mobility Device

Upon request, RFTA bus operators will deploy the lift or ramp for any individual to board or alight the vehicle.

Accommodation of Other Mobility Devices

Mobility devices that are not wheelchairs, but which are primarily designed for use by individuals with mobility impairments, will be accommodated to the extent that the ADA-compliant lift or ramp and securement areas can safely do so. However, these devices are the responsibility of the individual passenger, and must be secured in a manner that does not interfere with the safe operation of the vehicles and the transport of other passengers.

Transfer to Fixed Seating

All passengers using wheelchairs have an option of transferring to fixed seating once on board the vehicles. Drivers may recommend, but never require, wheelchairs users to transfer to fixed seating. No waivers are allowed to be required.

Accommodation of Portable Oxygen

Individuals are allowed to travel with respirators and portable oxygen supplies on board, consistent with applicable U.S. DOT rules on the transportation of hazardous materials in 49 CFR Subtitle B, Chapter 1, Subchapter C.

Service Animals

In compliance with 49 CFR Part 37, RFTA permits trained service animals to accompany individuals with disabilities on vehicles and within facilities. A service animal is “any guide dog, signal dog, or other animal individually trained to work or perform tasks for an individual with a disability, including, but not limited to, guiding individuals with impaired vision, alerting individuals with impaired hearing to intruders or sounds, providing minimal protection or rescue work, pulling a wheelchair, or fetching dropped items.” Operators may NOT require passengers to provide documentation for service animals. If an animal is wearing a vest, leash, or other visible item that states that it is a service animal, it must be accepted as a service animal without question. If a passenger tries to board with an animal that is not identified as a service animal, operators must state “Pets are not allowed on RFTA buses.” If the passenger indicates it is a service animal, the animal may ride without any further questions from the operator. If the animal fails to behave appropriately (by roaming the bus or displaying any signs of aggression, such as growling or snarling, urinating or defecating) or is not under the control of the handler, the animal is no longer permitted to ride the bus.

Alighting (Exiting the Vehicle)

It is the responsibility of the driver to determine that the location for passenger alighting is safe. For fixed route, the driver will allow a passenger who uses the lift or ramp to alight at any stop, unless the lift or ramp cannot be deployed, will be damaged if deployed, or conditions at the stop would present unsafe conditions for all passengers. Only the driver will unsecure the wheelchair and operate the lift or ramp to return the passenger to the ground level.

Staff Training

All drivers and transit system staff are trained to proficiency in the use of accessibility equipment, in operating policies related to each of the service requirements described, and in properly and respectfully assisting and treating individuals with disabilities with sensitivity. Mechanics are also trained to properly maintain lifts and other accessibility equipment.

Rider Information

All printed informational materials are made available in accessible formats upon request, for example, large print for individuals with low vision or audio for blind individuals, as well as accessible electronic formats.

Complaint Procedure

All complaints of discrimination on the basis of disability will be forwarded to the ADA Compliance Officer and promptly and objectively investigated. RFTA will promptly communicate its response to the complaint allegations, including its reasons for the response, to the complainant. The response will be documented. Corrective or disciplinary action will be taken for behavior prohibited by this policy, up to and including termination of employment. Documentation of each complaint will be kept on file for at least one year and a summary record of all such complaints will be kept for at least five years.

RFTA Discrimination Complaint Procedure

Federal law prohibits discrimination on the basis of race, color, national origin, or disability in any RFTA program or activity. This prohibition applies to all employees, departments and divisions of RFTA, contractors, consultants, and anyone else who acts on RFTA’s behalf.

Anyone who believes they have been excluded from participation in, denied the benefits of, or otherwise subjected to discrimination under any RFTA program or activity because of their race, color, national origin, or disability may file a complaint.

Discrimination includes lack of access, harassment, retaliation and disparate impacts from a program or activity. Harassment includes a wide range of abusive and humiliating verbal or physical behaviors. Retaliation includes intimidating, threatening, coercing, or engaging in other discriminatory conduct against anyone because they filed a complaint or otherwise participated in a discrimination investigation.

Federal law requires that RFTA investigate, track, and report discrimination complaints. Complaints must be filed within 180 days from the date of the alleged discrimination. Complaints must be filed in writing and will be investigated within thirty (30) days of submission.

RFTA will make reasonable efforts to assist persons with disabilities, non-English speakers, and others unable to file a written complaint. If you need assistance to file your complaint or need interpretation services, please contact the RFTA Title VI Compliance Officer, listed below.

While not required, complainants are encouraged to use the online Discrimination Complaint Form.

Complaints may also be submitted via mail or email, to the following:

Roaring Fork Transportation Authority
Civil Rights Compliance Officer
titlevi@rfta.com
970-989-1189
2307 Wulfsohn Road
Glenwood Springs, CO 81601

Investigating a complaint includes interviewing all parties involved and key witnesses. The Compliance Officer may request relevant information such as books, records, electronic information, and other sources of information from all involved parties. The complainant has thirty (30) days from the original complaint date to respond to RFTA’s Compliance Officer with the requested information.

If the Compliance Officer does not receive the requested information within thirty (30) days from the original complaint date, RFTA can administratively close the complaint. The complainant will be informed of the complaint closure through a registered, return receipt letter.

After the Compliance Officer reviews the complaint and any additional information, one of two letters will be issued to the complainant based on its findings:

  • Complaint Closure Letter – This letter will state that RFTA is found to be in compliance with Title VI and/or the ADA. The letter will include an explanation of why RFTA was found to be in compliance, and provide notification of the complainant’s appeal rights.
  • Letter of Finding – This letter will state that RFTA is found to be in non-compliance with Title VI and/or the ADA. The letter will include a summary of allegations, each violation referenced, the applicable regulations, and a brief description of proposed remedies and actions taken. If the complainant wishes to appeal the decision contained in the Letter of Finding, he/she will have ten (10) days after receipt of the Letter of Finding to do so. If the complainant is not satisfied with the findings and/or actions taken by RFTA, the complainant may file his/her complaint with the FTA’s Office of Civil Rights.

These procedures do not deny the right of the complainant to file formal complaints with other state or federal agencies or to seek private counsel for complaints alleging discrimination. Every effort will be made to obtain early resolution of complaints at the lowest level possible. The option of informal mediation between the affected parties and RFTA may be utilized for resolution. Complainants may specify if there is a particular individual(s) that should not investigate your complaint due to conflict of interest or other reasons.

Federal law prohibits retaliation against individuals because they have filed a discrimination complaint of otherwise participated in a discrimination investigation. Any alleged retaliation should be reported in writing to RFTA’s Civil Rights Compliance Officer.

Reasonable Modification Policy

If a passenger’s disability prevents them from utilizing any of RFTA’s services without a modification of policies or practices, they may request a modification by contacting RFTA’s Title VI Compliance Officer, at (970) 989-1189 or titlevi@rfta.com. The transit system will work with the individual to find an acceptable accommodation solution. Please allow at least five (5) to (7) business days to receive a response regarding your reasonable accommodation. RFTA staff will be in contact if any additional documentation is required or if there is an update about your request. Where a request for modification cannot practicably be made and determined in advance operating personnel will decide whether the modification should be provided at the time of the request. Operating personnel may consult with RFTA management before deciding to grant or deny the request. Requests for modification of policies and practices may be denied only on one or more of the following grounds:
  • Granting the request would fundamentally alter the nature of RFTA’s services, programs, or activities;
  • Granting the request would create a direct threat to the health or safety of others; and
  • Without the requested modification, the individual with a disability is able to fully use RFTA’s services, programs, or activities for their intended purpose.
In any case in which RFTA denies a request for a reasonable modification, the agency shall take, to the maximum extent possible, other actions (that would not result in a direct threat or fundamental alteration of service) to ensure that the individual with a disability receives the services or benefit provided by RFTA.

Lifts and Ramps

All RFTA fixed route buses are lift or ramp equipped, and some have a kneeling feature. Operators must be familiar with how to deploy these features and must allow any passenger to utilize these features upon request, even if a disability is not apparent.

Operators must offer assistance when it appears that a passenger may require help in boarding or alighting or if requested by the passenger. Operators are required to ensure that lifts, ramps, and securement equipment are in good repair during their pre-trip inspections. If any of this equipment is deficient during the pre-trip inspection, maintenance will be notified. If maintenance is unable to correct the problem, another bus with functional equipment will be provided. If any of this equipment becomes non-functional while in service, dispatch will be notified by the Operator and the defective bus will be switched out as soon as possible

Route Identification to Passengers Waiting at Shared Stops

Bus Operators will stop and announce their route to passengers waiting at any stop on their route.

Route Orientation Announcements

All RFTA fixed route buses are equipped with audio and visual bus stop announcements. Operators are required to note any deficiencies of this equipment during their pre- and post-trip inspections. If the buses’ Automated Stop Announcing Technology is not functioning or is not sufficiently audible in all parts of the bus, Operators must announce any requested stops, transfer points, major intersections, and at sufficient intervals along a route to permit individuals who have vision impairments or other disabilities to be oriented to their location. Stop announcements must be made regardless of whether the driver is aware of the presence of a passenger with a disability. Stop announcements must be audible in all parts of the bus, so the PA should be used where available. If the external route and stop announcement technology is not functioning at any stop that services more than one line or route, the Operator must announce the route or line name and the destination in such manner as to be audible to anyone waiting at the stop

Bus Stop Accessibility

When establishing new bus stops, it is RFTA’s policy to select locations that are accessible to riders using mobility devices, to the extent feasible. When installing improvements at existing bus stops, the improvements will be made accessible in accordance with US DOT ADA standards for transportation buildings and facilities. In the event that a particular stop is not accessible, the transit system will provide complementary paratransit to any individual who is unable to use the fixed route system because that stop is inaccessible. If an individual with a disability requests that an existing stop be made accessible, RFTA will work with the jurisdiction that is responsible for the street and sidewalk (if applicable) to include accessibility improvements to the stop within the jurisdiction’s ADA transition plan for sidewalks.

ADA Complementary Paratransit

Individuals who are unable to use the fixed route service because of a disability will be provided with complementary paratransit service that is comparable to the fixed route service in service availability and quality. The policies for ADA Complementary Paratransit are provided in the next section.

Introduction

RFTA provides ADA complementary paratransit services for individuals whose disabilities prevent them from independently using the fixed route system. This is demand response service that is equivalent to the fixed route service in terms of service characteristics as described under 49 CFR Part 37, Subpart F.

Eligibility Determination Process

To be eligible to use the ADA complementary paratransit service, applicants must complete an ADA complementary paratransit eligibility determination process. Eligible individuals will receive documentation of ADA complementary paratransit eligibility, which can be used in other areas.

Eligibility Criteria

The certification process strictly limits ADA complementary paratransit eligibility to the regulatory definition of eligibility. Only those persons who meet the regulatory definition will be given documentation indicating that they are “ADA Paratransit Eligible.” A person will be considered eligible for ADA complementary paratransit if:

  • The individual is unable, as the result of a physical or mental impairment (including a vision impairment), and without assistance of another individual (except the operator of a wheelchair lift/ramp or other boarding assistance device), to board, ride, or disembark from any vehicle on the system which is readily accessible to and usable by individuals without disabilities.
  • The individual with a disability is capable of using the system with the assistance of a wheelchair lift/ramp but the route they want to use is not sufficiently ADA accessible for the individual to use it.
  • The individual with a disability has a specific impairment-related condition, which prevents such individual from traveling to a fixed route boarding location or from a disembarking location.

Temporary eligibility for ADA complementary paratransit service will be allowed for those with a disability that is only temporary in nature. Temporary eligibility is established during the certification process. In addition, if individuals who are determined to be ADA complementary paratransit eligible can use fixed route service under certain conditions (for example, trips for which they have been trained to navigate or under variable conditions that affect an individual’s disability), the eligibility will be considered “Conditional” and documentation which they are given will indicate the limitations/condition of their eligibility.

Application Form

A copy of the application form used for RFTA ADA Complementary Paratransit Service is provided at the end of this section. Large print, audio, electronic, and other accessible formats are available upon request, as well as in Spanish.

Review Process and Time Frame

Upon receipt of a completed application, RFTA will review the application, contact the applicant to set up a phone or in-person assessment interview, and determine the individual’s eligibility within 21 days of receipt. This responsibility has been assigned to the ADA Coordinator. If a determination is not made within 21 days, the applicant is treated as eligible and will receive service until such time as a determination of eligibility is made.

Notification of Eligibility

Each applicant will be notified in writing of their status within 21 days of submitting a properly completed application and telephone and/or in-person assessment. If determined eligible, this letter will serve as temporary eligibility documentation as described below. RFTA’s ADA Complementary Paratransit Guide to Ride will also be provided in a format useable by the individual (such as large print, audio, or electronic file).

Those persons determined to be ineligible will be provided with specific information as to why their application was rejected and instructions on how they can appeal the decision. This information will also be provided in a format useable by the individual.

Documentation

RFTA will provide certified individuals with documentation that can be used as identification for reciprocal eligibility for ADA complementary paratransit service in other areas of the communities in the United States. This documentation will include the following information:

  • Name of eligible individual
  • Name of certifying transit provider – Roaring Fork Transportation Authority
  • Telephone number of the ADA Coordinator – (970) 989-1161
  • Whether or not the rider requires use of a lift or ramp
  • Expiration date
  • Any conditions or limitations on eligibility
  • Whether person travels with a PCA
  • Information on the appeal process if the individual is denied eligibility or has conditions placed on eligibility.

Term of Eligibility

Once determined eligible, a person maintains eligibility for three (3) years. Recertification is required every three (3) years. Persons given temporary eligibility remain eligible for the duration of time of the temporary disability, as determined through the certification process and indicated in the documentation that is provided to the applicant.

Appeals Process

The appeals process will be explained to all applicants who are rejected or permitted only partial (conditional or temporary) service.

The applicant has 60 days to file an appeal with RFTA, with the decision to be made by RFTA’s Appeal Committee which consists of the Paratransit Operations Manager, the Director of Operations, and the ADA Compliance Officer.

The notification of intent to appeal may be submitted by telephone, or in writing to:

RFTA Paratransit Eligibility Appeals Committee
feedback@rfta.com
(970) 384-4900
2307 Wulfsohn Rd, Building 3
Glenwood Springs, CO 81601

The applicant will be afforded an opportunity to be heard and to present information and arguments in person. The Appeal Committee has 30 days from the date of the appeal to render a decision concerning the appeal. If a decision is not reached within 30 days, the applicant will be presumed eligible until a decision has been reached. The ADA regulations require that the person who makes the decision on an appeal must not be involved in the initial determination of the individual’s eligibility. At RFTA, the ADA Coordinator makes the initial determination of eligibility.

ADA Complementary Paratransit Service for Visitors

ADA complementary paratransit eligible individuals visiting from other localities outside of the system’s service area will also be served when eligible trips are requested. The visiting individual’s local certification will be honored by RFTA. If a visitor does not have ADA complementary paratransit certification from another jurisdiction, but makes a claim of eligibility, that claim will be honored as required by the ADA. However, in such cases, RFTA reserves the right to require proof that the individual is not a local resident if the individual has a disability which is not apparent. Service to visitors is limited to 21 days during any 365-day period beginning with the visitor’s first use of the service during that period. Visitors who anticipate requiring service for more than 21 days in a 365-day period must apply for eligibility.

Personal Care Attendants

RFTA will provide ADA complementary paratransit service for a personal care attendant (PCA) traveling with the eligible rider. The need to travel with a PCA will be determined by the applicant and noted as part of the eligibility determination process. It is important to note that the PCA may not directly be needed for transportation but may be needed at the individual’s trip destination (for example, to assist with grocery shopping) and thus need for a PCA will not be limited to those individuals who require assistance in traveling. An individual who is certified as needing a PCA cannot be denied service if they choose to travel without a PCA and may not be required to travel with the same PCA for every trip.

Service Characteristics and Operating Policies

ADA complementary paratransit is comparable to RFTA’s fixed route system (excluding commuter bus routes), based on the following service characteristics and operating policies.

Geographic Service Area and Days and Hours of Service

ADA complementary paratransit service is provided within a three-quarter mile radius or corridor surrounding each fixed route, plus relatively small areas enclosed by fixed routes. It is provided within the same days and hours as the fixed route services.

  • Glenwood Springs – ADA Complementary Paratransit service is provided for trips that begin and end within ¾ miles from the Ride Glenwood Springs fixed route, seven (7) days per week from 6:53 a.m. to 7:53 p.m.
  • Aspen – ADA Complementary Paratransit area is provided for trips that begin and end within ¾ mile from any of the seven (7) RFTA fixed routes in the City of Aspen; Hunter Creek, Cemetery Lane, Castle Maroon, Burlingame, Mountain Valley, Galena Street, and Cross-Town Shuttle. Service is provided seven (7) days per week from 6:20 a.m. to 2 a.m.
  • Carbondale – ADA Complementary Paratransit service is provided for trips that being and end within ¾ mile from the Carbondale Circulator fixed route. Service is provided seven (7) days per week from 5:02 a.m. to 9:16 p.m.

Fares

RFTA does not charge any fare for any of its ADA Complementary Paratransit services.

Trip Purpose

ADA complementary paratransit is provided for trips of any purpose; no priorities are placed on specific types of trips.

Trip Scheduling and Response Time

Reservations are accepted for ADA complementary paratransit trip reservations on a next-day basis, until regular close-of-business hours. Riders may schedule trips by calling the RFTA Paratransit office Monday through Friday from 8 a.m. to 4 p.m. to schedule trips for the next service day. For trips on Sundays, Mondays and service days following holidays, reservations may be made by leaving a message on the voicemail by 4 pm the previous day. Messages are checked and the following days trips scheduled each weekend and holiday morning and evening.

Service Capacity and Scheduling Flexibility

As required, RFTA will provide adequate capacity to meet all demand for eligible ADA complementary paratransit trips. In some cases, it may be necessary to negotiate trip times with the rider; however, in no case will any trip be scheduled more than one hour before or after the rider’s desired time (that is, a trip requested for 11:00 a.m. may be scheduled as early as 10:00 a.m. or as late as 12:00 noon).

In order to meet the ADA requirement for ensuring adequate capacity, RFTA monitors the following indicators of capacity to ensure that no patterns or practices of capacity constraints are found:

On-time performance
RFTA measures on-time performance according to vehicles that arrive within a promised 30-minute window of time. A vehicle that arrives within this window is considered on-time. RFTA will try to ensure that all trips are on-time but because of the realities of operating conditions (e.g., poor weather, road construction), not all trips will be on-time. Should on-time performance fall below 90 percent, actions will be taken to address and improve trip timeliness.

Trip denials and missed trips
RFTA plans to meet all requests for ADA complementary paratransit service based on expected demand and to avoid any trip denials or missed trips. There may be insignificant numbers of trips denied due to unforeseen conditions. There may also be an insignificant number of missed trips, defined as a trip where the vehicle arrives late and the rider either is no longer there or declines the trip due to lateness, because of the realities of operating conditions. Trip denials and missed trips will be monitored to ensure capacity is adequate.

Trips with excessive lengths
RFTA monitors travel times on ADA complementary paratransit to ensure comparability to the same or comparable trip if taken on fixed route.

Subscription Trips
As permitted by the ADA regulations, RFTA provides a portion of its ADA complementary paratransit trips on a subscription basis (also called standing orders). Unlike other ADA complementary paratransit trips, trip priorities and waiting lists for subscription service may be established. RFTA does not have capacity constraints, there are no restrictions on the percentage of trips that will be provided as subscription trips.

Companions
An ADA complementary paratransit rider is permitted to travel with at least one companion (and more than one on a space-available basis). The eligible ADA rider shall reserve space for the companion(s) when the rider reserves the ride. Any companions traveling with the eligible individual must share the same trip origin and destination as the eligible individual. The companion is in addition to any PCA with which the rider may travel.

Origin-to-Destination Service and Passenger Assistance
ADA complementary paratransit services will be provided on a curb-to-curb basis. RFTA Paratransit drivers will assist ADA complementary paratransit riders with boarding and disembarking from vehicles and in securing their mobility devices. All drivers who operate ADA complementary paratransit services are proficiently trained in passenger assistance and sensitivity towards individuals with disabilities.

Riders are required to travel to the curb outside of their trip origin in time for their scheduled pick-up. Riders who require additional assistance in the form of door-to-door service in order to use the ADA complementary paratransit may request a modification of this policy by contacting the ADA coordinator at (970) 989-1161. In such case, the driver will provide assistance on a door-to-door basis. While limited assistance in guiding a passenger from their door to the curb may be provided on a case-by-case base, this must be prearranged and indicated when the trip is scheduled.

RFTA staff will not lift a passenger, leave a vehicle unattended or out of visual observation for a lengthy period of time, enter a rider’s home, care for service animals, operate a power wheelchair, provide personal care attendant (PCA) service, or take actions that would be clearly unsafe. If more extensive assistance is needed by the individual than RFTA can provide as a public transportation operator, the individual will be responsible for arranging personal assistance.

RFTA Paratransit staff will work with the individual and/or the rider’s caregiver/social worker to clarify parameters of the assistance provided by the driver and formally document this in a letter sent to the individual.

No Show Policy
If no shows become a problem for ADA complementary paratransit riders, RFTA will establish an ADA no-show policy with input from the disability community. A no-show policy allows a transit system to discipline riders who establish a pattern or practice of missing scheduled trips, which can have a negative effect on paratransit performance.

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