Paratransit Users Guide
Introduction
The City of Santa Rosa offers specialized Paratransit transportation service for persons who are unable to independently use Santa Rosa CityBus or other fixed-route service due to a disability or health related condition some or all of the time. This service is provided as part of the requirements of the Americans with Disabilities Act (ADA).
There are specific requirements to be eligible for Paratransit service. You must complete an application and then come in for an in-person interview to determine eligibility. The number to call for scheduling an assessment is (707) 541-7180.
Currently, the City of Santa Rosa contracts with MV Transportation to provide dial-a-ride, curb to curb transportation services within the Santa Rosa city limits and the unincorporated area of Roseland.
The City of Santa Rosa takes pride in providing high quality, safe, reliable and courteous transportation service which exceeds our customers’ expectations. To achieve this, the program is subsidized by the City of Santa Rosa. Your $2.50 one-way fare covers only a very small portion of the overall cost of the trip, which averages $38.00 each way.
Scheduling a Trip
For local trips within the City of Santa Rosa, service is offered Monday through Saturday starting at 6:00 AM with the last trip departing at 8:00 PM. Sunday service starts at 9:00 AM with the last trip departing at 5:00 PM. Service is provided every day except for the following holidays: Independence Day, Labor Day, Thanksgiving Day, Christmas Day, New Years Day, Easter Day, and Memorial Day.
Reservations can be made daily from 8:00 AM until 5:00 PM Monday through Saturday and from 9:00 AM through 3:00 PM on Sundays by calling MV Transportation at 546-1999. On weekends, you may reach an answering machine, please make sure to leave your name and phone number and a scheduler will return your call.
Our hearing impaired clients can easily schedule a trip by:
Contacting IP-Relay at www.ip-relay.com/inded.php
or
E-mail your reservation request to one of our schedulers:
Mohamed Hag Ali at mhagali@mvtransit.com
Cheryl Marcovich at cmarcovich@mvtransit.com.
Transfers must be arranged at least 48 hours in advance. Depending on your location you may be able to arrange your ride directly with the transferring provider to pick you up at your residence. If this is not possible, you would call your primary provider and give all pertinent information, such as appointment time, physical address and telephone number. Your primary provider will then fax this information to the transferring provider who will, by return fax, advise a meeting time window, return pick up time and fare. The transfer location in Santa Rosa is the YMCA on College Avenue.
Should you be unable to arrange the ride 48 hours in advance you would be required to arrange individual rides with your primary provider and the transferring provider separately. The simplest way to do this is to arrange the ride with the transferring provider so you have their pick up and return time when you call your primary provider.
Areas Served
MV Transportation provides service to areas within 3/4 of a mile on either side of a fixed-route CityBus corridor. This meets the requirements set forth in the Americans with Disabilities Act. Should you need to travel outside of these limits, you will need to contact the appropriate paratransit provider: Volunteer Wheels (800) 992-1006, for trips within Sonoma County or Whistlestop Wheels (800) 454-0964, for trips to Marin County, San Francisco, and the East Bay.
Trip Purpose Priority
Trips are scheduled on a “first come, first served” basis without prioritizing according to purpose or destination. Trips may be reserved from one day to seven days in advance. The service is shared ride so you may have additional passengers on board with you.
Passenger Responsibilities
It is the policy of MV Transportation to ensure the safe and effective transportation of all its passengers and the safe and effective operation of all its vehicles. To this end, the following passenger responsibilities have been established to fairly represent actions that would ensure the safe and effective transportation of all riders; however, they are not meant to be all inclusive.
MV Transportation complies with the ADA Transportation for Individuals with Disabilities Guidelines provided by the Federal Transportation Administration, Department of Transportation.
MV Transportation reserves the right to deny service for non-compliance with any of the following:
1. Appropriate Social Behavior
All passengers, including MV Transportation staff, have the right to participate without the threat or fear of physical or verbal abuse and with the maximum of personal comfort. Passengers are therefore expected to exhibit appropriate social behavior while interacting with other passengers and with MV Transportation staff.
2. Disruptive Behavior
Sudden or loud verbal outbursts which could threaten the health of fragile riders or the driver’s safe attention on driving.
Soiling the vehicle with bodily fluids or waste, or thereby creating a hazard to others, including the vehicle operator.
Failing to maintain reasonable body hygiene resulting in excessive body odor.
3. Dangerous Behavior and Physical Abuse
Dangerous behavior is defined as any threat or action that could cause direct or indirect physical harm to the driver, vehicle, other passengers, or to the person. Physical abuse is defined as any action that could cause direct or indirect physical harm to a passenger, driver, or MV Transportation staff.
The penalty for a proven incident of dangerous or unsafe behavior or physical abuse will be determined between MV Transportation and Santa Rosa Transit Department. The penalty will range from a warning letter to permanent suspension from the MV Transportation program.
4. Verbal Abuse
Verbal abuse is defined as any oral presentation that is offensive to a passenger, driver, or MV Transportation staff.
The penalty for a proven incident of verbal abuse will be determined by MV Transportation and the Santa Rosa Transit Department. Penalties will range from a warning letter to temporary suspension from MV Transportation service.
5. Causes for Refusal of Service
Dangerous behavior or physical or verbal abuse towards drivers or other passengers on the vehicle by a passenger are grounds for immediate refusal of MV Transportation service.
6. Escort and/or Aide
Passengers who need assistance such as dressing, locating a doctor, registering for appointments, any service beyond origination-to-destination transportation, must provide their own escort/aide. MV Transportation schedulers must be informed in advance if an aide/escort is to accompany a passenger on a scheduled trip. Only the passenger (not the aide/escort) is required to pay a fare. Aides and the scheduled individual are required to disembark at the same location.
7. Fares
Passengers are expected to pay the full fare each time they ride with MV Transportation. The fare for a one way trip in Santa Rosa is $2.50. Fares can be paid with a Paratransit ticket, check or exact cash. Drivers do not carry change. Paratransit ticket books cost $25.00 for 10 tickets and are available from Santa Rosa Transit by calling 543-3325 or online at www.srcity.org/tp.
8. Cancellations/No-Shows
Please call MV Transportation as soon as possible if you need to cancel your reservation. By canceling well in advance, you help MV Transportation improve quality service to all of our customers.
Cancellations made less than 2 hours in advance of your scheduled pickup time are considered a No-show and your return ride is cancelled automatically. If you still need the return ride, you must call MV Transportation to reschedule.
A No-show happens when riders do not cancel at least two hours in advance or are not available to board within five minutes of the vehicle’s arrival within the stated pickup window. MV Transportation makes every attempt to contact the passenger when a No-show occurs.
Riders can avoid No-show situations when they:
- Review times and dates with the reservationists to be sure the information is correct.
- Call MV Transportation and cancel rides as soon as the ride is no longer needed.
- Cancel at least 2 hours in advance of the scheduled pickup time.
- Are prepared to board at the starting time of the pickup window and within 5 minutes after the bus arrives.
Riders who have three or more No-shows within any 90-day period will have their paratransit service suspended for one week. If the No-show pattern continues, the length of each suspension will increase. When there are circumstances outside the rider’s control, it is not considered a No-show. If, for some reason, MV Transportation arrives after your 30-minute pickup window and you have made other arrangements or canceled your ride, it is not considered a No-show.
No-Show Policy:
All No-shows listed below occur within any 90-day period.
- First No-show: Notification will be mailed stating the date and time of the passenger’s first No-show violation.
- Second No-show: Notification will be mailed stating the dates and times of the first and second No-show violations and warn of impending suspension should a third No-show occur with in the current 90-day time period.
- Third No-show: Notification will be mailed stating the dates and times of all three No-shows and will notify the passenger of the one week suspension. This letter will include information on the appeal process.
MV Transportation will contact the passenger to determine the dates of the suspension period. The suspension is applicable to both standing and demand-response trips.
9. Lateness
All passengers are expected to be ready at their scheduled pickup time to prevent other passengers from facing avoidable delays. MV Transportation is not required to wait more than 5 minutes for a passenger upon arriving at a scheduled pickup time. Because of traffic irregularities, MV Transportation is considered “on time” if the driver
arrives 5 minutes prior to the scheduled time or up to 30 minutes after the scheduled time. Please plan your trip with this 35 minute time flexibility in mind. If MV arrives in excess of 30 minutes late, there will be no charge for that trip.
10. Accessibility
Drivers will escort passengers to and from the front door of the primary building upon arrival at both origin and destination with the following limitations:
- Drivers cannot cross the threshold of homes or apartments to interior areas within living accommodations.
- Drivers cannot leave the line of sight of a vehicle or leave a vehicle unsupervised with passengers aboard.
- Drivers cannot assist passengers in wheelchairs or other mobility devices up stairs.
The ADA does not recognize a difference between door-to-door service and curb-to-curb service. The ADA recognizes origination to destination service only. Drivers are prohibited from doing any lifting, pushing or pulling to accommodate barriers. Any barriers that might substantially risk the health or safety of a passenger, MV Transportation staff or volunteers must be removed.
If safe access is not available, MV Transportation will provide curb service ONLY.
11. Riding with Assigned Vehicle Operator
All passengers are expected to ride with the vehicle operator assigned by MV Transportation. Complaints regarding a vehicle operator’s performance should be reported promptly to the MV Transportation Program Director (546-1999) for investigation and appropriate actions. MV Transportation can be reached at 1-877-687-2338
12. Child Safety Seats
Children must be placed in an approved safety seat in accordance with state and federal laws. No child may ride on a passenger’s lap. The client is responsible for bringing and setting up the child safety seat.
13. Mobility Aids and/or Devices
Mobility aids or devices that cannot be safely secured with MV Transportation tie downs, or that are not safe to carry on the lift, will not be allowed on MV Transportation vehicles. If using a scooter, it is strongly encouraged that you transfer to a seat if possible. If a rider needs assistance with transferring from a scooter or wheelchair to a seat, it is strongly encouraged that he/she bring along an aide/escort to perform this service as MV drivers are not allowed to assist. The overall intent of this guideline is to try to find a safe way to accommodate each passenger. If no safe method exists for a passenger to board, ride, or disembark a MV Transportation vehicle, MV will provide curb service only.
All passengers using mobility devices are required to use the provided lap belts. It is strongly recommended that shoulder belts be utilized as well.
How Big Can My Wheelchair or Scooter Be?
When purchasing a new wheelchair or scooter, riders should consider if it will fit on MV Transportation vehicles.
Maximum Size: 48 inches long and 30 inches wide
Maximum Weight (including occupant): 600 pounds
Any wheelchair larger than this is considered oversized. Under ADA guidelines, paratransit vehicles and equipment are designed to carry common wheelchairs which fit within these dimensions. A common wheelchair is defined as any three or four wheeled mobility device up to 48 inches long by 30 inches wide and weighing no more than 600 pounds (including occupant). MV Transportation has older vehicles that can carry chairs exceeding this minimum size. However, MV Transportation’s new paratransit vehicles have added safety features which improve lift safety but also prevent drivers from loading oversized chairs. Therefore, oversized chairs may not fit on the lift, and under the ADA, if the chair is oversized and does not fit on an ADA lift, it is not required to be transported.
MV Transportation recognizes that many paratransit users have chairs that exceed this dimension for a variety of reasons. If they will be using an oversized chair, passengers must notify the scheduler when reserving their ride. A ride request involving an oversized chair will be placed on standby until it can be determined that the vehicle assigned to the trip can accommodate the chair.
14. Packages
Passengers are advised to limit their carry-on bags or packages to four, with each package no heavier than twenty pounds. One small (see dimensions below) shopping cart is allowed.
15. Luggage
Luggage that can be stowed in front of or on the lap of the passenger is allowed. This luggage must comply with the same guidelines as airline carry-on luggage:
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- Carry on Bags one carry-on bag not to exceed 22" x 9" x 14".
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16. Seat Belts
All passengers must wear seat belts.
17. Service Animals
A service animal is defined by the ADA as any guide dog, signal dog, or other animal individually trained to provide assistance to an individual with a disability. If they meet this definition, animals are considered service animals under the ADA regardless of whether they have been licensed or certified by a state or local government.
It is suggested that when scheduling a trip with MV Transportation please advise the scheduler that a service animal will be riding. The service animal must be under the control of its team member at all times while in the vehicle (cannot wander around at will), must stay on the floor of the vehicle, and will be removed if showing signs of aggression, i.e., growling, snarling, or biting.
Helpful Hints for Reserving a Ride
- Before calling MV Transportation, write down the:
- Date and time of your trip
- Name of person your are going to see
- Complete street address, including apartment or suite number of your destination
- The phone number at your destination
- When you will be ready to return, if requesting a round trip
- If your request is for a busy time of the day (7:00 AM to 9:00 AM or 3:00 PM to 5:00 PM), call to make your reservation as soon as possible.
- Remember, a ride request may be made for the next day, or up to 7 days in advance and all rides are scheduled on a first come, first served basis.
- If you have flexibility in scheduling your requested ride, please let the MV Transportation schedulers know this at the beginning of your call.
Demand for Paratransit service is very high and MV Transportation is always trying to maximize the number of trips provided each service day. If you are requesting a ride on a day that isn’t busy, it will only take a few minutes to schedule your trip. However, if you need to travel on a busy day or at a busy time of day, it will take the scheduler a few minutes longer to include your trip in that day’s schedule.
Comments and Suggestions
Feedback from our riders is one of our most valuable sources of information. Comments and suggestions can be sent to us by mail, fax, in person or by phone. If you would like a response to your comment or suggestion, include your complete name and mailing address and a written response will be provided within 14 days. If you are unhappy with the service you received, please be specific and include the time, date, vehicle number, driver name or identification number, and nature of your concern.
Let us know how we are doing!
| City of Santa Rosa |
(707) 543-3348 |
| Transit Department |
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| MV Transportation |
(877) 687-2338 |
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| MV Transportation |
City of Santa Rosa Transit |
| 3250 Dutton Avenue |
100 Santa Rosa Avenue - Rm 6 |
| Santa Rosa, CA 95407 |
Santa Rosa, CA 95402 |
| Phone: (707) 546-1999 |
Phone: (707) 543-3333 |
| Fax: (707) 546-2086 |
Fax: (707) 543-3326 |