DIAL-A-RIDE MINI-GUIDE

                                                 WHO CAN RIDE?

THE ABOVE AND GENERAL PUBLIC:
6:00 p.m. – 11:00 p.m., Monday – Friday
8:00 a.m. – 6:00 p.m., Sunday

                                                       WHAT DOES IT COST?

Fares paid by passengers covers only 10% of
the cost of the Dial-A-Ride (DAR) system.

* Please have exact fare, drivers do not carry change.

                                                  WHERE DOES IT GO?

                                                         HOW DO I BECOME ELIGIBLE TO RIDE DIAL-A-RIDE?

                                                   WHERE CAN I PICK UP APPLICATIONS & INFORMATION?
                                                 (Phone for Hours of Operation).

• Ceres Counseling Center                                                                                             2760 3rd St, Ceres, CA ..........................541-2474
• City of Modesto, 10th Street Place                                                                             1010 10th  Street, Modesto CA…….….....577-5200
• East Modesto Regional Services
  1801 H Street, Suite B1, Modesto CA......491-5111
• King-Kennedy Memorial Center
  601 Martin Luther King Dr, Modesto CA…577-5355
• Modesto Counseling Center
  1100 Kansas Avenue, Modesto CA……....558-7475
• Older Adult Services Team
  800 Scenic Drive, Modesto CA……………525-7412
• Senior Citizens Center
  211 Bodem Avenue, Modesto CA……...…491-5944
• Senior Opportunity Services Program
  416 Downey Avenue, Modesto CA…..…...527-8354
• Stanislaus County Main Library
  1500 I Street, Modesto CA...…………..….558-7808
• The Sunshine Place
  722 I Street, Modesto CA………….….…...558-7450
• Turlock Counseling Center                                                                                          2101 Geer Road, Suite 120, Turlock, CA...664-8044
• YMCA
  2700 McHenry Avenue, Modesto CA.........578-9622

                                                            WHICH AGENCIES CAN CERTIFY APPLICATIONS?

• Independent Living Center
  221 McHenry Avenue, Modesto CA……….521-7260
• Stanislaus County Aging and Veteran’s Services
  121 Downey Ave., Modesto CA…………...558-8698
• United Cerebral Palsy
  1213 13th Street, Modesto CA………...…..577-2122
• Valley Mountain Regional Center
  1620 Cummins Dr. #124, Modesto CA…... 529-2626

                                                    HOW DO I ARRANGE A RIDE?

                                                  HOW DO I CANCEL A RIDE?

                                                POINTS TO REMEMBER

• All passengers must wear seatbelts. There are no exceptions to this rule.
• Please be ready to go 15 minutes before your scheduled pick-up time. The bus will wait five minutes for people in wheelchairs and three minutes for everyone else. If you miss your ride, you will have to call in again, and may not get a ride for two hours or more.
• Door-to-door service is provided to ADA certified passengers only. Curb-to-curb service is provided for all other riders.
• Wheelchairs must be equipped with proper working brakes.
• Remember, Dial-A-Ride is a shared ride service. Please plan to ride up to one hour (or one and a quarter hours for some areas) en-route to your destination. Other passengers may be picked up and dropped off on the way.

                                                   PERSONAL CARE ATTENDANT

                                                    COMPANIONS

                                                  VISITORS

                                                       SHOPPING BAG POLICY

• No more than three bags, or one carry-on item not over 25 pounds, are allowed for each fare paying passenger. All items must be in bags and may not be loaded above the top of the bag.
• Drivers will help elderly and disabled riders load and unload bags, but only if this would not cause a delay in meeting the next customer.
• General public riders must carry their own bags and are subject to the same three-bag limit.
• For elderly and disabled passengers, drivers will load and unload bags to the curb. For passengers using wheelchairs, drivers will place bags inside the door of their residence.

                                                                  NOTE ON THE ADA

                                             Please remember that Dial-A-Ride is not an ambulance service.
                                               For emergency transportation call 911.

                                              DIAL-A-RIDE CONSUMER GUIDE

                                              INTRODUCTION

This CONSUMER GUIDE is intended to assist riders in using the local paratransit service. Paratransit service represents a key link for persons with disabilities and senior citizens by allowing them to maintain mobility while functioning independently in the community. Some riders use paratransit services to reach doctor’s appointments, and for life sustaining medical treatments such as dialysis. Other riders benefit from social opportunities that they would not be able to travel to without paratransit services. As mandated by the Americans with Disabilities Act (ADA), there are no trip priorities on the Modesto Area Dial-A-Ride system.

Paratransit is a vital, but limited community resource. As demand has grown, the commitment by the City of Modesto has kept pace, but increased funding can not always be assured. One of the reasons for this CONSUMER GUIDE is to promote the responsible use of paratransit services, because it’s only prudent to ensure that this service is used most effectively, particularly when funds are limited. Paratransit passengers can help directly in this important effort.

Cancellations and no-shows are a major contributor to system inefficiency. During the last year there were over 1,200 no-shows on the Modesto Area Dial-A-Ride system. A no-show happens when the van arrives for the passenger and the passenger does not make the scheduled trip. At an estimated cost of $16.00 per no-show, it is easy to see that this is a tremendous waste of a precious resource.

Over 2500 cancellations occurred last year, and while passengers are urged to notify Dial-A-Ride of cancellations in advance (so they don’t turn into no-shows), often cancellations aren’t made until it’s too late to schedule another badly needed trip for another paratransit rider.

Our goal is to keep ride denials to a minimum, but they do occur more frequently than we would like. If cancellations and no-shows were reduced, there might no longer be ride denials on the Modesto Area Dial-A-Ride system. Please help us reach this goal by scheduling your rides responsibly.

The general public can ride Dial-A-Ride during specified evening and weekend hours, See ‘Service Hours’ section below for specific hours of operation.

Please remember that Dial-A-Ride is not an ambulance service. For emergency transportation please call 911.

Your comments and suggestions to improve this CONSUMER GUIDE are encouraged and appreciated.

                              Rights and Responsibilities of the Modesto Area Dial-A-Ride Passenger

A. Age 65 and over. Requires verification of age, i.e. copy of driver’s 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 used 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. Can ride only during specific periods of time. See "Service Hours" section for additional information. Modesto Area Dial-A-Ride passengers must be ADA re-certified every three years. Passengers with questions about Dial-A-Ride eligibility and service restrictions are urged to call Modesto Area Dial-A-Ride at 527-4900.

Passenger Fares: The Modesto City Council sets 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 rate for the MAX fixed-route system. Passengers shall pay the exact fare at the time of boarding. The van drivers do not carry change. A ticket book for ten (10) rides is available at a reduced rate. All children four (4) and under ride free when accompanied by an adult. For more information on current fares, and locations for purchasing the ten-ride ticket books, please contact the Modesto Area Dial-A-Ride office at 527-4900.

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. The general area is any location within the boundaries highlighted on the map at the top of this page.

Seat Belts and Safety Belts Required On All Riders: Passengers must wear at all times:

A. Seat Belts (for ambulatory passengers) and,

B. Safety lap belts that are secured to the floor of the van (for riders using wheelchairs and electric scooters).

Passengers are required to follow other safety precautions given by the driver and/or required bylaw enforcement or safety officers.

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 part 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 vehicle 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. We ask that you cooperate whenever possible.

Door-to-Door Service: Dial-A-Ride will furnish door-to-door service to ADA passengers. Door-to-door service includes the following items:

A. Loading and unloading of passenger from the vehicle.

B. Escorting passengers to and from the primary entrance of the principal building upon arrival at both origin and destination.

C. Assisting in carrying packages.

D. Ensuring that the passenger has crossed the 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.

Escorting includes carrying packages. The Dial-A-Ride shopping bag policy includes the following:

A. No more than three (3) bags OR one carry-on item not exceeding twenty-five (25) pounds are allowed for each fare-paying passenger. All items must be in bags and may not be loaded above the top of the bag.

B. Drivers will assist persons with disabilities and senior citizens to load and unload bags, but only if this would not cause a delay in driving to the next rider.

C. For persons with disabilities and senior citizens not meeting ADA certifications standards, drivers will load and unload bags to the curb. For ADA passengers, drivers will take 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 for additional information on PCAs. Questions concerning special needs should be directed to Modesto Area Dial-A-Ride at 527-4900.

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 other 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. Non-ADA disabled, or age 65 and older can call at least two (2) hours before on the day you want to ride and your request will be filled on a space available basis. For medical appointments, non-ADA disabled and senior citizens can make appointments up to one week in advance of their appointment, but not later than 24 hours prior to the time of the 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 origination.

4. Address of destination.

5. Whether the passenger has any attendants 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 any reservations, cancellations or changes to their scheduled pick-up. Passengers can call during normal business hours: 7:00 a.m. to 9:00 p.m. Monday through Friday, and 8:00 a.m. to 5:00 p.m. Saturday and Sunday, to schedule, or change a trip. Cancellations can be made as late as 11:00 p.m. Monday through Friday.

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 a 3-5 minute phone call prior to the 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 pick-up times (called a 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 canceling a scheduled pick-up, passengers are responsible for providing the following information:

Riders who do not cancel ahead of pick-up time or attempt to cancel after the van has arrived will be considered a no-show. Three (3) no-shows in a 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 the 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:

Modesto Area Dial-A-Ride will make a good faith effort, but there is no guarantee that the request can be accommodated.

D. Requesting Information on Arrival Times: Passengers may call any time after their scheduled pick-up time to inquire about expected vehicle arrival time information. The Dial-A-Ride dispatcher will provide an estimated time of arrival for the van. Passengers are responsible for providing the following when requesting information on arrival of a Dial-A-Ride van:

Meeting the Van: The passenger must be ready to go fifteen (15) minutes before your 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 in again, but you may not get a ride for at least two (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.

Passenger Personal Items – Lost and Found: Passengers are responsible for their personal items left on vehicles. Passengers can call Dial-A-Ride to inquire about personal items they may have left on the vehicle. Dial-A-Ride will hold personal items for sixty (60) days prior to disposal.

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 passengers. 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, when placing a reservation, please inform the scheduler if anyone will be accompanying the passenger.

Children on Dial-A-Ride Service: Children four (4) and under ride free and must be accompanied by a fare paying adult.

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.

Subscription Service: Subscription service is the practice of providing repetitive trips over an extended period of 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 dialysis patients. It is the responsibility of the passenger to reconfirm all subscription trips which are scheduled after holidays, school vacations, or other breaks in service.

Causes for Refusal of Service: Dangerous behavior, or physical or verbal abuse towards drivers or passengers on the vehicle 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, vehicle, or other passengers, or to themselves. Physical abuse is defined as any action that may cause direct or indirect physical harm to a passenger, driver or Dial-A-Ride staff. Verbal abuse is defined as any oral presentation that is offensive to a passenger, driver or Dial-A-Ride staff. The penalty for dangerous behavior, physical abuse or verbal abuse will 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 a passenger using the MAX fixed-route system.

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 vehicle. 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.

Passenger Comments and Complaints: Comments or complaints may be made directly to Modesto Area Dial-A-Ride or the City of Modesto Transit Division. It is requested that complaints be submitted in a written format, whenever possible. If written complaints 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 Division can respond appropriately. Serious problems should be communicated immediately. When making commendations, or complaints, passengers are requested to provide the following information:

For the passenger’s convenience all vans are equipped with courtesy cards for this purpose. To call in a comment or complaint, Modesto Area Dial-A-Ride’s number is (209) 527-4900, TDD 527-3546, or FAX 527-4888. The City of Modesto Transit’s Division telephone number is (209) 577-5295. Passenger input is important in providing a safe and reliable Dial-A-Ride service. We welcome your comments.

City of Modesto Transit Division 
P.O. Box 642
Modesto, CA 95353

                                             Responsibilities of Modesto Area Dial-A-Ride

For ADA-certified, the disabled, seniors, and the general public, Dial-A-Ride provides the following additional hours:

Reservation hours: For ADA-certified passengers, Modesto Area Dial-A-Ride will accept trip reservations not less than one (1) day and no more than fourteen (14) days prior to requested time, during normal business hours (7:00 a.m. – 9:00 p.m. Monday – Friday and 8:00 a.m. – 5:00 p.m. Saturday – Sunday, cancellations can be made as late as 11:00 p.m. Monday – Friday). On a space available basis, reservations can be made on the day of travel up to two (2) hours before the requested pick-up time. We will strive to schedule all reservations within one (1) hour of the requested time, or alternative time, as mutually agreed upon with the passenger. 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 encouraged.

Cancellations: Modesto Area Dial-A-Ride will accept cancellations during normal business hours (7:00 a.m. – 11:00 p.m. Monday – Friday and 8:00 a.m. – 5:00 p.m. Saturday – Sunday). To count as a cancellation and not a no-show, the cancellation must be made no less than fifteen (15) minutes before the scheduled pick-up time.

On Time Performance: It is the goal of the Modesto Area Dial-A-Ride service to be on time 95% for all scheduled trips. On time for a scheduled Dial-A-Ride trip is when the arrival time of the van is within ten (10) minutes before or twenty (20) minutes after the scheduled pick-up time. Arrival time is the time the driver is at the street-level door ready to receive the passenger.

Drivers Shall Not Idle the Engine: Modesto Area Dial-A-Ride instructs its drivers to turn the engine off (except to run the engine to maintain air conditioning or heating systems) and take the key when leaving the vehicle with a passenger on board.

Passenger Use of Seat and Safety Belts: Modesto Area Dial-A-Ride provides and uses wheelchair tie downs as well as safety lap belts for each paratransit wheelchair user. The safety lap belt must be worn during transit. Each Dial-A-Ride van is fitted with seat belts for every passenger seat and secure attachment points for each wheelchair position. All passengers must use the seat belts.

Driver Wait Prior to Authorized Departure: Dial-A-Ride drivers will wait for five (5) minutes for passengers in wheelchairs and three (3) minutes for all others.

One Hour Local Travel Time: One (1) hour has been established as the goal for the maximum length of time a Modesto Area Dial-A-Ride passenger should be on board a van, with the exception of specified service areas where the limit is one (1) hour and fifteen (15) minutes. However, extenuating circumstances do occur creating exceptions; i.e. traffic conditions, road construction, weather, etc., over which Dial-A-Ride has no control. Consequently, some trips may exceed this goal. Passengers are advised to discuss their travel times with Dial-A-Ride if they experience consistently longer travel times.

Accident Reporting: Accidents involving passenger or staff injuries resulting in hospitalization must be reported by telephone within twenty-four hours of such accidents, and must be followed up with any written documentation requested by the City of Modesto Transit Office.

Passenger Comment Cards: Passenger comment cards will be available and accessible in all vehicles for passengers in making comments and complaints about Dial-A-Ride service.

Vehicles in Service: All vehicles and new lifts purchased shall meet the specifications of the Americans with Disabilities Act (ADA). All vehicles will be kept safe and in a well maintained condition.

Driver Training Requirements: Modesto Area Dial-A-Ride drivers will be fully trained in all aspects of paratransit driving services. Training shall include defensive driving, behind the wheel driving, and sensitivity training.

Two-way Communication: Effective two-way communication will be available on all vehicles for the use of the driver.

Denial of Service: Modesto Area Dial-A-Ride has the right to deny service if the transport of a passenger is deemed unsafe or inappropriate. Documentation of a denial must be supplied to the City Transit Office within two (2) business days of the determination of the decision.

Driver Uniforms: Modesto Area Dial-A-Ride drivers will wear proper uniforms, which includes a nametag. The standard uniform will bear the name of the Modesto Area Dial-A-Ride operator on the shirt, or jacket and/or cap.

Communicate Schedule Changes: Modesto Area Dial-A-Ride will make every attempt to communicate with passengers whose pick-up time is changed.

Wheelchair Size and Weight Restriction: Wheelchair lifts on the Dial-A-Ride vans are designed to lift common wheelchairs that do not exceed thirty (30) inches by forty-eight (48) inches, measured two (2) inches off the ground. The maximum weight restriction for the lifts is six hundred (600) pounds (chair and occupant).

Alternate Taxi Service: During especially busy times, a local taxicab company may be called upon to assist in providing rides. When a taxicab is arranged through Modesto Area Dial-A-Ride, the passenger is only required to provide the driver one Dial-A-Ride ticket, or regular Dial-A-Ride cash fare. Driver tips are not required. If you experience any problems with a Dial-A-Ride provided taxicab, please let Modesto Area Dial-A-Ride know as soon as possible.

Customer Courtesy: All Modesto Area Dial-A-Ride passengers will be treated with the utmost courtesy and respect.