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1.
Eligibility:
There are four (4) categories of eligibility for riding Modesto Area
Dial-A-Ride:
A. Age 65 and over: Requires verification of age,
i.e. copy of drivers’ license, birth certificate, Medicare card,
etc.
B. Non-ADA
Disabled: Using Modesto Area Express (MAX) is
difficult, but not impossible
C. ADA-certified:To be certified, passengers must
meet one of the following eligibility criteria:
(1) The passenger is unable to
INDEPENDENTLY board, ride and/or disembark from any bus in the
MAX system.
(2) The passenger cannot use the MAX
fixed-route system because they have a disability
related
condition(s) that PREVENTS them from getting to and from
a
bus stop.
D. General Public: May ride only during specified
periods of time. See “Service Hours”
section,
page 7, foror
additional information.
ADA-certified riders on Modesto Area Dial-A-Ride must be recertified
every three (3) years.
Passengers with questions about Modesto Area Dial-A-Ride eligibility
and service restrictions are urged to call Modesto Area Dial-A-Ride
at 527-4900.
If you are not satisfied by the action taken by your physician, or
approved application certifier you may appeal any eligibility action
to the City Transit Manager.
2. Passenger
Fares:
The Modesto City Council sets the rates for the Dial-A-Ride system.
In accordance with the Americans with Disabilities Act (ADA),
Dial-A-Ride fares cannot exceed twice the approved regular adult
fare for the MAX fixed-route system. Passengers shall
pay the exact fare at time of boarding. The van drivers do not
carry change. A ticket book for ten (10) rides is available for
$22.00. Single fare price is $2.50. Tickets are non-refundable.
Children four (4) and under ride free when accompanied by a fare
paying adult. For more information on current fares and locations
for purchasing the ten-ride ticket books, please contact Modesto
Area Dial-A-Ride office at 527-4900.
3.
Modesto Area Dial-A-Ride Service Area:
All Modesto Area Dial-A-Ride trips, pick-ups, and drop-offs will be
within the approved service area. This service area is any location
within the boundaries of the map on the last page of this guide.
4. Seat Belts
and Safety Belts Required On All Riders:
Passengers must wear seat belts at all time:
A. Seat Belts (for ambulatory passengers) and,
B. Safety lap belts that are secured to the floor of
the vans (for riders using wheelchairs and electric scooters).
Passengers are required to follow other safety precautions given by
the driver and/or required by law enforcement or safety officers.
5.
Dial-A-Ride is a Shared Ride Service:
Passengers are advised that the Modesto Area Dial-A-Ride program is
a shared ride system. This means that other passengers may be on
board during any portion of your trip, and your scheduled pick-up
times or route of travel may be altered so another passenger can be
accommodated. It is very likely that the van will stop and pick up
other riders as it proceeds to your destination. Shared rides lower
the cost of paratransit service by increasing system productivity.
The Dial-A-Ride scheduler may ask passengers to accept trip
reservation times that are different from their original desired
pick-up time. Your reservation time may be moved up to an hour
earlier or later than requested. Please try to be flexible because,
by changing your time, more passengers can be served. Your
cooperation is appreciated.
6.
Door-to-Door Service:
When possible, Dial-A-Ride will furnish door-to-door service to
ADA-certified passengers. Door-to-door includes the following
items:
A. Loading and unloading of passengers from the
van.
B. Escorting passengers to and from the primary entrance of the
street door principal building upon arrival at both the origin and
destination.
C. Ensuring that the passenger has crossed the threshold of the
front street door of their destination. Drivers will not cross
threshold of the front street door of their destination. Drivers
will not cross the threshold of homes or apartments to interior
areas within living accommodations; also, drivers are required to
stay within sight of their vans at all times.
D. Escorting includes carrying packages. The Dial-A-Ride
shopping bag policy includes the following:
(1) No more than three (3) bags OR one
(1) carry-on item not exceeding twenty-five
(25) pounds are allowed for each
fare-paying passenger. All items must be in
bags not loaded above the top of
the bag.
(2) Drivers will assist persons with
disabilities and senior citizens to load and unload
bags, but only if this would not
cause a delay for the next rider.
(3) For persons with disabilities and
senior citizens not meeting ADA certification
standards, drivers will load and
unload bags to the curb. For ADA-certified
passengers, drivers will place
bags inside the door of their residence.
Passengers with special needs requiring greater assistance are
encouraged to utilize a Personal Care Attendant (PCA). See Section
10, page 6, for additional information on PCAs. Questions
concerning special needs should be directed to Modesto Area
Dial-A-Ride at 527-4900.
Passengers not meeting ADA-certification eligibility receive
curb-to-curb service. Riders receiving curb-to-curb service must be
waiting at the sidewalk or at another safe waiting area in front of,
or as close as possible to the entrance of the pick-up location.
Van drivers will wait for a rider at the curb of a public street in
front, or as close as possible to the rider’s residence, building or
other designated location.
7. Scheduling
Rides:
ADA-certified passengers must call before 5:00 p.m. the day before
they wish to ride, or up to fourteen (14) days in advance. Rides
requested in this way will be given priority over non-ADA rider
requests. You may also call at least two (2) hours in advance the
same day, but your request will be filled on a space available basis
only.
Non-ADA Disabled, and age 65 and over passengers can call at least
two (2) hours before on the day they want to travel and your request
will be filled on a space available basis. For medically related
appointments, non-ADA Disabled riders and seniors can make advanced
reservations up to one (1) week before their appointment, but not
later than 24 hours prior to the time of their requested ride.
A. Reservations: Passengers
are responsible for providing the following information when
using Modesto Area Dial-A-Ride service:
(1) Desired time for pick-up, or
appointment time.
(2) Time for return pick-up (if
required).
(3) Address of ride origination.
(4) Address of destination.
(5) Whether the passenger has an
attendant (PCA) or guests.
(6) Any special requirements. It is
recommended that the passenger talk to the Dial-
A-Ride supervisor for advice on this situation.
Please have all information ready when placing a call and write down
reservation times when they are read back by the scheduler. It is
recommended that the requesting passenger ask the scheduler’s name
when making reservations, cancellations, or changes to their
scheduled pick-up. Passengers can call during normal business
hours: 5:30 a.m. to 9:00 p.m. Monday through Friday, and 8:00 a.m.
to 6:30 p.m. Saturday, and Sunday 8:00 a.m. to 6:00 p.m., to
schedule or change a trip. Cancellations can be made as late as
11:00 p.m. Monday through Friday. Cancellations can also be made
24-hours-a-day, seven-days-a-week through a recorded answering
service at 527-4900.
Please let the scheduler know if you have any special pick-up or
drop-off requirements. This is especially important in apartment
and office complexes with multiple entry and exit points. When
requested, passengers can be provided with a 3-5 minute phone call
prior to van arrival. If you do not need a same-day reservation
and/or need to make a number of reservations, calling after 10:00
a.m. is appreciated.
For ADA-certified passengers, Dial-A-Ride is required to schedule
trips within one (1) hour before or after the requested time (or one
(1) hour and fifteen (15) minutes for some areas). Passengers will
be given a range of time for their pick-up (called the pick-up
window) by the scheduler during which they can expect their pick-up
to occur. Occasionally, the scheduler will need to adjust a
passenger’s desired travel time so that another rider can be fitted
into the schedule. We ask for your cooperation and understanding
when this occurs. We will do everything possible to avoid changing
your ride time if we think it will make you late for an
appointment. If your ride time is changed, a Dial-A-Ride staff
member will call to advise you of the new pick-up time.
B. Cancellations: If you
don’t need a ride after you have scheduled one, please call and
cancel as soon as possible, but not less than fifteen (15) minutes
before your pick-up time. When cancelling a scheduled pick-up,
passengers are responsible for providing the following information:
(1) Name of passenger.
(2) Time and date of scheduled
pick-up.
(3) Address of ride origination.
(4) Exact destination address.
(5) Status of any other scheduled
trips for that day.
(6) Status on any affected
subscription trips that day.
Riders who do not cancel ahead of their pick-up time or attempt to
cancel after the van has arrived will be considered a no-show.
Three (3) no-shows within the calendar year will be cause for
suspension of Dial-A-Ride service for thirty (30) days. Remember,
the earlier you cancel a trip reservation the greater the chance
that the time can be used by another rider.
C. Changes to Already Scheduled
Trips: When making a change to a scheduled pick-up,
passengers must call in the change at least one (1) hour prior to
the scheduled pick-up. Passengers are responsible for providing the
following information:
(1) Time and date of scheduled
pick-up.
(2) New origination address, if
applicable.
(3) New destination, if applicable.
(4) New pick-up time, if applicable.
(5) Status of any other scheduled
rides for that day.
Modesto Area Dial-A-Ride will make a good faith effort, but there is
no guarantee that the requested change can be accommodated.
D. Requesting Information on
Arrival Times: Passengers may call any time after their
scheduled pick-up time to inquire about expected van arrival time
information. The Dial-A-Ride dispatcher will provide an estimated
time or arrival for the van. Passengers are responsible for
providing information when requesting information on the arrival of
a Dial-A-Ride van:
(1) Passenger’s name.
(2) Scheduled pick-up time.
(3) Address of pick-up site.
8.
Meeting the Van: Passengers must be ready to go fifteen (15)
minutes before their scheduled pick-up time. The Dial-A-Ride driver
will wait for five (5) minutes for those in wheelchairs and three
(3) minutes for all others. If you miss your ride, you will have to
call again, but you may not get a ride for at least (2) hours. If
the van is more than fifteen (15) minutes late, passengers will not
be considered a no-show if they are not present. Passenger
promptness is important to help Dial-A-Ride maintain on-time
performance.
9. Passenger
Personal Items—Lost and Found:
Passengers are responsible for personal items left on the van.
Passengers can call Dial-A-Ride (527-4900) to inquire about personal
items they may have left on the van. Dial-A-Ride will hold personal
items for sixty (60) days prior to disposal.
10. Additional
Riders Accompanying Passengers
(ADA-certified passengers only): As defined in the ADA, while
riding on Modesto Area Dial-A-Ride, each ADA-certified passenger can
ride with:
A. One (1) Personal Care Attendant (PCA), who provides individual
assistance to the qualified passenger. Your PCA will not be charged
for the trip. The PCA must travel to and from the same destination
as the passenger.
B. Guests. Additional companions may be accommodated on a space
available basis. Companions pay full fare and must travel to and
from the same destination as the passenger.
To
prevent any potential delays in Dial-A-Ride service, please inform
the scheduler if anyone will be accompanying the passenger when
placing reservations.
11. Children on
Dial-A-Ride:
Children four (4) years old and under ride free and each must be
accompanied by a fare paying adult.
12. Visitors:
Visitors that are ADA-certified by another transit system may ride
Modesto Area Dial-A-Ride for twenty-one (21) service days. Visitors
requiring service beyond twenty-one (21) service days must be
certified on the Modesto Area Dial-A-Ride system if they wish to
continue to ride.
13.
Subscription Service:
Subscription service is the practice of providing repetitive trips
over an extended time without the passenger calling to request each
trip. Typically, subscription service is provided for trips to
work, work training, education, specialized medical care, or other
regular travel needs. According to ADA guidelines subscription
service may not absorb more than 50% of the trips available on a
given day. Currently, Modesto Area Dial-A-Ride exceeds the 50%
subscription rate; therefore, no new subscription passengers can be
scheduled, except for riders meeting life sustaining medical
appointments (example: kidney dialysis). It is the responsibility
of the passenger to reconfirm all subscription trips that are
scheduled after holidays, school vacations, or other breaks in
service.
14. Causes for
Refusal of Service:
Dangerous behavior or physical or verbal abuse towards drivers or
passengers on the van by a passenger are grounds for refusal of
Dial-A-Ride service. Dangerous behavior is defined as a threat or
action that could cause direct or indirect physical harm to the
driver, to other passengers, to themselves, or the van. Physical
abuse is defined as any action that may cause direct, or indirect
physical harm to a passenger, driver or Dial-A-Ride staff. The
penalty for dangerous behavior, physical abuse, or verbal abuse can
range from a warning letter to suspension from the Modesto Area
Dial-A-Ride program. Violation of transit rules falls under the
California Penal Code. These are the same procedures that apply to
passengers using the MAX fixed-route bus system.
15. Passengers
Are Requested to Refrain From Eating, Drinking Smoking, or Wearing
Strongly Scented Products:
It is requested that passengers refrain from eating, drinking, and
smoking while on the van. Also, passengers are requested not to
wear any strongly scented personal care products while using the
service. This is to insure that the vans are accessible for
passengers with multiple chemical sensitivity or environmental
illnesses.
16. Passenger
Comments and Complaints:
Comments or complaints may be made directly to Modesto Area
Dial-A-Ride, or the City of Modesto Transit Office. It is requested
that complaints be submitted in a written format, whenever possible.
If written comments are a hardship, other formats are acceptable.
Complaints should be submitted within three (3) days of occurrence
to insure that Dial-A-Ride and the Transit Office can respond
appropriately. Serious problems should be communicated immediately.
When making comments or complaints, passengers are requested to
provide the following information:
A. Date and time of incident.
B. Place of incident, when applicable.
C. Van number.
D. Driver’s, scheduler’s, or staff member’s name.
For the passenger’s convenience all vans are equipped with
postage-paid comment forms for this purpose. Passenger input is
important in providing a safe and reliable Dial-A-Ride service. We
welcome your comments:
Modesto Area
Dial-A-Ride Telephone: (209) 527-4900
1216 Doker
Drive TDD: (209) 527-3546
Modesto, CA 95351
FAX: (209) 527-5060
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