MASSACHUSETTS BAY RFR. 159-17 TRANSPORTATION AUTHORITY RID H: RIDE Description and Key Policies

MASSACHUSETTS BAY TRANSPORTATION AUTHORITY

The RIDE Access Center (TRAC) A centralized call and control center for The MBTA’s Paratransit Program, The RIDE

RFR. No: 159-17

RID H: RIDE Description and Policies

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MASSACHUSETTS BAY RFR. 159-17 TRANSPORTATION AUTHORITY RID H: RIDE Description and Key Policies

TABLE OF CONTENTS

Description of this Document ...... 2 What is THE RIDE? ...... 3 Fares ...... 3 Adding funds to your RIDE account ...... 4 Scheduling RIDE trips ...... 5 Trip Negotiations ...... 9 Transfers ...... 10 Travel times ...... 11 Cancelling trips and No-Show/Late Cancellation policy ...... 11 On the day of your trip ...... 12 Subscription service ...... 13 Driver assistance ...... 14 Appropriate behavior on THE RIDE...... 14 Other tips ...... 15 Compliments/complaints ...... 15 Access Advisory Committee to the MBTA (AACT) ...... 15 Contact Us ...... 15

Description of this Document The following document is adapted from the RIDE Guide, which is an informational pamphlet distributed to all RIDE customers that describes the RIDE service, summarizes its key policies, provides key contacts, and other important details. All of the information is also included online. As details change (for example when service providers are consolidated), the RIDE Guide is modified, and so too is the language on the MBTA’s website.

As the RIDE Guide is customer-focused, the Authority has added key call-out boxes throughout the document in order to highlight key policies and information that the Contractor shall know and operate on. These are designated as dark grey boxes with black borders.

Policy Changes: The MBTA reserves the right to modify service guidelines and policies for implementation by the Contractor upon providing written notice. The Contractor shall be given no less than 14 days’ notice of such changes.

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MASSACHUSETTS BAY RFR. 159-17 TRANSPORTATION AUTHORITY RID H: RIDE Description and Key Policies

What is THE RIDE? THE RIDE paratransit service provides door-to door, shared-ride transportation to eligible people who cannot use fixed-route transit (bus, subway, trolley) all or some of the time because of a physical, cognitive or mental disability.

THE RIDE is operated by the Massachusetts Bay Transportation Authority (MBTA) in compliance with the Federal Americans with Disabilities Act (ADA). Under the ADA, paratransit functions as a ‘safety net’ for people whose disabilities prevent them from using public transit. It is not intended to be a comprehensive system of transportation that meets all the needs of persons with disabilities, and it is distinct from medical or human services transportation. You will travel with other customers going in the same general direction.

Accessible vehicles are used to serve persons with disabilities, including those who use wheelchairs and scooters. Requests for preferred type vehicles will not be honored. THE RIDE operates 365 days a year generally from 5AM – 1AM in fifty-eight (58) cities and towns. For RIDE trips with origin and destination within 3/4 mile of fixed-route service that operates outside of these hours, or in other municipalities within 3/4 miles of MBTA bus service, extended RIDE service is available.

Fares The local one-way ADA fare for each registered passenger or guest is $3.15, when booking 1-7 days in advance.

One-way fares for premium non-ADA trips are $5.25 per registered passenger or guest. This applies when the trip origin and/or destination is greater than 3/4 miles from MBTA bus or subway service and outside of the core areas, or for same-day changes, except for trip time negotiation. Reservationists will confirm the fare when you schedule a trip.

MBTA’s paratransit scheduling software system was customized to manage this fare collection process, as follows:  When a customer requests a trip, the fare for that trip is “reserved.” Thus, a customer cannot request a trip if there are insufficient funds in his/her account. If the trip is not made (e.g., if the trip request is cancelled), the reserved funds are put back into the fare account.  At the point where the customer boards The RIDE vehicle at the pick-up location, the service provider’s driver shall indicate that the pick-up was made on the MDC in the case of dedicated vehicles. This automatically decrements the fare amount that was “reserved.” It is the responsibility of the service providers to train drivers in the collection of a fare from each Authority customer for each one-way ride using the MDC units onboard the vehicle. The MBTA is currently reviewing technology to develop real-time linkage between smart phones and electronic tablets owned or provided to NDSP drivers and the MBTA’s paratransit scheduling software system.

A Personal Care Assistant (PCA) accompanying a registered user is not charged a fare. One other person may travel as a guest. Additional guests are allowed if space is available. Any guest is charged the applicable fare as noted above. PCAs and guests must travel to and from the same destination at the same time as the registered user.

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MASSACHUSETTS BAY RFR. 159-17 TRANSPORTATION AUTHORITY RID H: RIDE Description and Key Policies

“Registered” Passengers: The MBTA has retained an independent contractor to determine ADA Paratransit eligibility from among applicants to The RIDE. Customers are considered to be eligible unconditionally, conditionally, or ineligible. The profiles of those customers are then entered by the eligibility contractor into the MBTA’s paratransit scheduling software system. Once in the system as a “registered customer,” customers may call the TRAC Contractor to request a trip. TRAC will book and schedule trip requests only from eligible registered customers of The RIDE who are requesting an eligible trip within The RIDE service area or to an adjoining transit agency’s service area with whom the MBTA has a transfer policy. The Contractor will also include additional trip information provided by the customer regarding personal care assistants (PCAs) or companions/guests who are included in the trip request

Trip-by-Trip Eligibility: The MBTA may implement trip-by-trip eligibility screening for conditionally eligible riders. It is expected that the MBTA’s eligibility contractor will determine individual conditions based on the functional interview and assessment, the customers’ records of trip making, and, where necessary, field inspection of locations and paths of travel. A schedule for implementing trip-by-trip eligibility has not yet been established, but, once this program has been implemented, the MBTA will identify and supply to the Contractor both trips that are eligible to be requested and trips that are not eligible (i.e., can be made by fixed-route transit) for individual conditionally-eligible customers for use in the reservations process.

Adding funds to your RIDE account You must have funds in your RIDE account to schedule a trip. Several options are available:

1. Online: at http://commerce.mbta.com: Allow two (2) business days for posting.

2. Phone: Call us at 888-844-0355 (voice, Relay), select option 2 and have your card info and RIDE ID# ready, from 7AM – 8PM Monday through Friday and 9 AM – 5 PM. Saturday and Sunday, including holidays. We accept Master Card, Visa, Discover or American Express credit cards and debit cards supported by Master Card or Visa. Funds post to your account within 1 hour.

3. Mail: Send a check or money order. Make checks or money orders payable to "MBTA - THE RIDE Fares" and note your RIDE ID# in the memo portion of your check or money order. Allow five (5) business days for posting. Our address is:

MBTA - THE RIDE Fares P.O. Box 847091 Boston, MA 02284-7091

4. In-Person: Visit the CharlieCard Store at Downtown Crossing Station anytime Monday through Friday, 8:30 AM to 5:00 PM except for holidays. The accessible entrance is at 32 Summer Street via the 101 Arch Street building in Boston. Cash, checks, money orders and major credit/debit cards are accepted. Funds post to your account within 1 hour.

Please retain your cashed check or money order receipt as your receipt or confirmation number from your phone/internet transaction for your records. You can determine your account balance via your RIDE contractor’s website and automated phone system option or

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MASSACHUSETTS BAY RFR. 159-17 TRANSPORTATION AUTHORITY RID H: RIDE Description and Key Policies your RIDE reservationist. The RIDE fare is debited from your account as you board the vehicle. You are not charged for a trip you don’t take. Should you require a refund from your RIDE account please contact us.

Scheduling RIDE trips RIDE service is provided by four contractors under contract to the MBTA. The RIDE Access Center (TRAC) provides reservations, scheduling and dispatching for Greater Lynn Senior Services (GLSS) and National Express Transit (NEXT). Veterans Transportation LLC (VTS) provides its own reservations, scheduling and dispatching while GLSS, NEXT and VTS all provide the service on the street with drivers and vehicles. The Core Area is served by all contractors and includes Boston, Brookline, Cambridge and Somerville. A customer can book a round trip from any area into the core area without a transfer. A customer booking a trip from the core area to a location outside of core area must call that area’s provider. However, if a customer books a trip within the core area, the customer may call any of the service providers. To schedule trips, please call The RIDE Access Center (TRAC) or VTS until they are transitioned under TRAC. Customers may be able to make reservations online; ask TRAC/VTS for details.

Reservation Hours: Currently are 8:30AM – 5PM, 7 days per week, including holidays. Trips may be booked from one to seven days in advance.

Advance-Notice Trip Requests:  Accepted by phone 7 days a week, 365 days a year between the hours of 8:30 a.m. and 5:00 p.m. and 1 (next day) to 7 calendar days in advance of customer's trip.  Accepted by Web/IVR 7 days a week, 365 days a year, 24 hours a day, up to 5:00 p.m. the day prior to travel and no more than 7 calendar days in advance of customer's trip.

No-Strand Policy: The MBTA has a no-strand policy, so same-day return trips to a customer’s home must be provided, although they might not be exactly when requested by the customer.  A same-day trip request with the same origin and destination (O-D) that stems from a missed trip.  A same-day trip request with the same O-D and a newly requested pick-up time that is within 30 minutes plus or minus from the confirmed scheduled pick-up time. Such a request is called into a dispatcher after the reservation period has been closed the evening before the trip and is typically made in response to a confirmation call with a scheduled pick-up time that does not work for the customer.  A same-day trip with the same O-D where the customer asserts that the reservation agent erred in entering the original requested pick-up time, or mis- designated the type of request as an appointment time when it was a pick-up time, or vice versa. If this cannot be resolved when the customer calls to request the new pick-up time, it is researched, and if it found that the reservation agent did err, the $2.10 difference in fare will be credited to the customer’s account

Same-Day Service: The RIDE currently does not serve same day trips unless required by the No-Strand Policy. All of these same-day trips are charged a premium fare, with three exceptions discussed above. In these cases, a reservation agent or dispatcher overrides the same-day (currently $5.25) fare in the fare field of the MBTA’s paratransit

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MASSACHUSETTS BAY RFR. 159-17 TRANSPORTATION AUTHORITY RID H: RIDE Description and Key Policies

scheduling software system by entering the regular (currently $3.15) fare in its place. The three exceptions include the following:

Service Schedule: Service will be provided 365 days a year, (366 on a leap year) except where noted. Any changes to the Service Area so defined shall be at the direction of the Authority. For holiday service, a modified schedule will be utilized and mimic fixed route holiday schedules. MBTA holidays are summarized below:

 New Year’s Day  Independence Day  Martin Luther King, Jr. Day  Labor Day  President’s Day  Thanksgiving Day  Memorial Day  Christmas Day

Any changes to the Service Days and Hours so defined shall be at the direction of the Authority.

A pilot for extended nightly service to key bus routes is expected to be launched in Spring of 2018, which will extend the RIDE’s service hours in certain geographies to continuous twenty-four hour service.

Inclement Weather / State of Emergency: In the event of severe weather conditions or disasters, the MBTA shall be empowered to temporarily suspend services or temporarily relax the service standards by telephone authorization to the Contractor.

In the event of suspension of services, the Authority shall endeavor to contact customers by MBTA service alerts and public service announcements via local media and recordings. The Contractor shall assume responsibility to contact any customers who may be at intermediate destinations (awaiting transport home) and shall provide transport for the return trip or make all reasonable attempts to ensure the safety and security of the customer, if travel is considered to be unsafe.

Service standards may be relaxed in the event of any weather condition or other emergency situation that significantly impact the safe operation of vehicles at normal operating speeds, at the discretion of the MBTA

North Area: The RIDE Access Center - TRAC/GLSS 844-427-7433 (voice, toll-free) or 857-206-6569 (TTY, toll-free) Note: Website to be added based after TRAC Contractor is chosen

Serving: Core area municipalities of Boston, Brookline, Cambridge, and Somerville, and the non-core municipalities of Beverly, Chelsea, Danvers, Everett, Lynn, Lynnfield, Malden, Marblehead, Melrose, Middleton, Nahant, Peabody, Reading, Revere, Salem, Saugus, Stoneham, Swampscott, Topsfield, Wakefield, Wenham, Wilmington and Winthrop.

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MASSACHUSETTS BAY RFR. 159-17 TRANSPORTATION AUTHORITY RID H: RIDE Description and Key Policies

TRAC/GLSS also serves trips to/from the “border communities” of Burlington, Medford, Winchester and Woburn as long as one end of the trip is located within one of the non-core area communities listed above.

West Area: Veterans Transportation Services – VTS 877-765-7433 (voice, toll-free) or 888-553-8294 (TTY, toll-free) https://rideaccess.veteranstheride.com/RiderAccess/SignIn/Start.aspx

Serving: Core area municipalities of Boston, Brookline, Cambridge, and Somerville, and the non-core municipalities of Arlington, Bedford, Belmont, Burlington, Concord, Lexington, Lincoln, Medford, Newton, Waltham, Watertown, Weston, Winchester and Woburn. The West Area also includes small portions of Billerica, and Wellesley that are within ¾ miles of MBTA bus service.

VTS also serves trips to/from the “border communities” of Chelsea, Everett, Malden, Melrose, Needham, Reading, Stoneham, and Wilmington as long as one end of the trip is located within one of the non-core area communities listed above.

South Area: The RIDE Access Center - TRAC/NEXT 844-427-7433 (voice, toll-free) or 857-206-6569 (TTY, toll-free) Note: Website to be added based after TRAC Contractor is chosen

Serving: Core area municipalities of Boston, Brookline, Cambridge, and Somerville, and the non-core municipalities of Braintree, Canton, Cohasset, Dedham, Hingham, Holbrook, Hull, Medfield, Milton, Needham, Norwood, Quincy, Randolph, Sharon, Walpole, Westwood and Weymouth. The South Area also includes small portions of Abington, Avon, Brockton, Stoughton and Wellesley that are within ¾ miles of MBTA bus service during operating hours.

TRAC/NEXT also serves trips to/from the “border community” of Newton as long as one end of the trip is located within one of the non-core area communities listed above.

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MASSACHUSETTS BAY RFR. 159-17 TRANSPORTATION AUTHORITY RID H: RIDE Description and Key Policies

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MASSACHUSETTS BAY RFR. 159-17 TRANSPORTATION AUTHORITY RID H: RIDE Description and Key Policies

Trips to appointments should be scheduled by arrival time. This is to ensure that you are scheduled to arrive before your appointment. Return trips are scheduled by departure time to ensure that we allow for you to conclude your appointment. Requested arrival and return times must be at least one hour apart.

Please notify TRAC if you will be traveling with a PCA, guest(s), child or service animal. Infants and small children must ride in a federally approved child passenger restraint until they are at least 5 years old and weigh more than 40 pounds. Children weighing more than 40 pounds but less than 8 years old or less than 4’9” tall must ride in a booster seat. School transportation of minors (Grades K-12) is not provided.

You may review or change trips one to seven days in advance of your trip, up until 5PM of the day before service. After 5PM, trips for the following day are scheduled and customers are called to confirm their pickup times. If you do not receive a call by 9PM, call your contractor to be sure the trip has been scheduled.

Trip Negotiations If, during callbacks the night before a trip, you receive a promised pick-up/drop-off time that does not work for you, you may negotiate trip times with your RIDE contractor. Please call your contractor as soon as possible. Some changes are not considered negotiations and will incur a premium non-ADA fare rate. These include, but aren’t limited to, changes requested less than one hour before a trip, rescheduling a missed trip, rescheduling at least 30 minutes earlier or later than the originally requested time, changes to pick-up or drop-off locations. Some requests may not be accommodated.

Note: as described in Section C-III (SOW), the MBTA’s trip reservation process begins with customers requesting trip times to reservationists. Scheduling is performed later, and trips are confirmed the evening before day of service, including any trip negotiation.

Trip Negotiation: Customers may call-in requested changes to confirmed trips. These might include time change, destination change, etc. Every attempt will be made to accommodate these changes as the schedule permits by utilizing any slots made available in the schedule that were created from cancellations, etc. However, as noted above, if they are considered to qualify as same-day requests, they will be charged a premium fare, unless (1) the change order has the same origin and destination and stems from a missed trip; (2) the new request has the same origin and destination and the newly requested pick-up time is within 30 minutes (plus or minus) of the requested pick-up time; or (3) if the reservation erred in entering the request information.

Examples of this are provided below: 1. Requests for Alternative Pick-Up of Drop-Off Times: a. Prior to 5:00 pm on the day before a trip, a customer may revise the requested time of his/her trip reservation; this can be done without penalty. b. After 5:00 pm on the day before the trip, a customer who wishes to negotiate an alternative pick-up time may do so by calling the Contractor’s dispatch line; however, by MBTA policy, the customer may only negotiate an alternative pick-up time within 30 minutes of the requested pick-up time (at the regular ADA paratransit fare)

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MASSACHUSETTS BAY RFR. 159-17 TRANSPORTATION AUTHORITY RID H: RIDE Description and Key Policies

Example 1: Customer calls after callbacks, trip time was inconvenient. Customer requests a different pick-up or drop off time within 30 minutes of original time requested.  If customer calls the night before the trip, Contractor’s dispatcher logs the revised request as a “negotiation.” Regular ADA fare is charged.  If customer calls the same day of the trip and more than one hour before the scheduled pick-up time, Contractor’s dispatcher logs the revised request as a “negotiation.” Regular ADA fare is charged.  If customer calls the same day of the trip and less than one hour before the scheduled pick-up time, Contractor’s dispatcher logs the revised request as a “negotiation.” A premium fare is charged.

Example 2: Customer calls after callbacks, requested trip time was incorrectly entered. (e.g., Contractor’s reservationist accidentally recorded the “arrive by” time as a “depart by” time.) Contractor will revise and reschedule the trip. Contractor error, no premium fare.

2. Requests for Alternative Pick-Up or Drop-Off Locations: a. Prior to 5:00 pm on the day before a trip, a customer may revise the requested pick-up or drop-off location time of his/her trip reservation; this can be done without penalty. b. Prior to 5:00 on the day before the trip, Contractor will cancel the trip of a customer wishing to change both the origin and destination of a trip, and will re-book the new trip request, again without penalty.

Transfers Trips spanning multiple communities within the MBTA service area may require a transfer trip, except for certain trips to border cities and towns. The contractor serving your city or town can arrange transfers for trips to other MBTA service areas. You will either remain on your vehicle until the actual transfer to the other vehicle takes place or if required, you are assisted to the receiving agency’s intermodal center and then continue on your trip.

Contractor will orchestrate vehicle-to-vehicle (service provider to service provider) transfers for all incoming and outgoing trips between The RIDE area and neighboring transit agencies, including Brockton Area Transit and MetroWest Regional Transit Agency.

These inter-system transfers will use the following transfer points:  South/BAT: BAT Intermodal Facility, 10 Commercial Street, Brockton  West/MWRTA: Riverside Station on the Green Line, Newton, MA

The Contractor shall be required to interact with all The RIDE service providers to ensure the provision of any required vehicle-to-vehicle transfers are performed in a safe and timely manner. Drivers for The RIDE are required to transport customer to and from a transfer point and to wait with customer in the first vehicle until the transfer vehicle arrives. The exception is at the BAT terminal, where the first vehicle may depart upon the customer alighting from the vehicle.

During the Contract term, the MBTA may also elect to implement a new policy where The RIDE services will be used to provide “feeder” service to accessible fixed route services for certain trips.

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MASSACHUSETTS BAY RFR. 159-17 TRANSPORTATION AUTHORITY RID H: RIDE Description and Key Policies

Travel times THE RIDE travel time should be comparable to fixed route travel times, including the time necessary to travel to the bus stop, wait for the bus, ride time, transfers, and travel from the final stop to the ultimate destination. Travel times may increase due to inclement weather, traffic, or diverting to pick up another customer who missed a return pick-up.

Cancelling trips and No-Show/Late Cancellation policy Please cancel trips as early as possible so that THE RIDE can schedule efficiently and improve service for all RIDE customers. Use TRAC (GLSS/NEXT) or VTS web sites or call them directly.

Customers will be considered as “no-show/late cancel” (NSLC) if they do not appear within 5 minutes after the scheduled pick-up time or do not cancel with at least one hour’s notice to contractor. No-show/late cancellations are considered a pattern or practice when a customer reserves 7 or more trips within any month and no-shows or late cancels 20 percent or more of those scheduled trips, or if there are more than 7 no-shows or late cancellations in a month. A pattern or practice of no-show or late cancellation trips is a policy violation and will result in written notification and possible suspension.

No shows or late cancellations for reasons beyond a customer’s control such as reported to your contractor, or trips which are missed due to operator error, shall not be a basis for determining that a pattern or practice exists resulting in a violation.

The following actions shall apply to violations that occur within the same 12 month rolling period: 1st Violation Written Warning 2nd Violation 1 Week Suspension Period 3rd Violation 2 Week Suspension Period 4th or Subsequent Violations 8 Week Suspension Period

Information on how to appeal the suspension, either written or in-person, will be included in notification to customers. Appeals must be postmarked within 30 calendar days of the date on which the notice of suspension was issued.

No suspension will take place if a customer has filed an appeal in accordance with the instructions and deadlines noted in the policy and the Appeals Board has not determined the outcome of the appeal. The decision of the Appeals Board is final.

Prior to sending suspension letters, the MBTA will review all NSLCs to ensure that the process was followed properly and an accurate count is represented. Any NSLC that is found to be in error will be removed.

Cancellations:  If a customer cancels a trip by the end of the reservations period on the day before the scheduled trip, the Contractor shall record the change as an “advanced cancellation.”

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MASSACHUSETTS BAY RFR. 159-17 TRANSPORTATION AUTHORITY RID H: RIDE Description and Key Policies

 If a customer cancels a trip between the end of the reservations period on the day before the trip, and one (1) hour before the scheduled time, the Contractor shall record the change as a “same-day cancellation.”  If a customer cancels a trip within one (1) hour prior to the scheduled pick-up time, the Contractor shall record the change as “late cancellation.”  If the vehicle is late (i.e., arrives after pick-up window) and the customer cancels at door, it is to be recorded as a “missed trip” and not a late cancellation.

No-Shows:  Contractor will record and document the customer as a no-show when a trip has been scheduled, a confirmation has been given by the Contractor, the vehicle arrives on-time (within the pick-up window), and the customer fails to show up for the scheduled ride within the 5 minute window, or cancels at the door.  Before a customer is determined to be a no show, the dispatcher must confirm the location of The RIDE vehicle using the Automatic Vehicle Locator (AVL) and Mobile Data Computer (MDC) device, which will be installed in all vehicles used for The RIDE service.  The Contractor’s dispatcher will instruct the driver to wait five minutes (beginning at the scheduled pick-up time and not earlier) in the event that a customer is late before releasing the driver to depart the pick-up location (and continue to the next scheduled pick-up). Dispatch will make a reasonable effort to contact the customer before allowing the driver to continue on the route.  Once the dispatcher has confirmed, by using the AVL and MDC, that the driver is at the correct pick-up location, and has waited the appropriate amount of time for the customer, and has attempted unsuccessfully to locate the customer, the dispatcher will then instruct the driver to log the trip as a no show.

On the day of your trip Be ready to travel 5 minutes before your scheduled pick-up and be prepared to wait up to 15 minutes after that time. Carry needed medications, sufficient oxygen, etc. in case you travel longer than expected. The driver will go to the door for you and then must wait for you for 5 minutes from the time of the scheduled pick-up. If you are not at the pick-up location, the driver will obtain clearance from the dispatcher to leave after waiting 5 minutes. Please do not leave your pick-up location to call before the end of the 15 minute waiting period. All vehicles have a color-coded stripe to assist in finding a particular contractor; blue stripe-GLSS, green stripe-NEXT and red stripe-VTS.

• If THE RIDE does not arrive by the end of the 15-minute period, please call TRAC (GLSS/NEXT) or VTS to assist you in locating the vehicle or estimate its time of arrival (ETA). Your RIDE is not considered late until 16 minutes past your scheduled pick-up time. • To cancel or to change a trip location or time, call TRAC (GLSS/NEXT) or VTS. Changes, other than trip time negotiation, will trigger the premium non-ADA fare. • If you are delayed, due to unforeseen circumstances, at an appointment, call TRAC (GLSS/NEXT) or VTS and ask to be put on “will-call” status. When you are ready, call to request your new pick-up time. This will trigger the premium non-ADA fare. RIDE contractors will do their best to incorporate your modified trip request into the days schedule but may not be guaranteed. Always book your return trips with sufficient time should unforeseen circumstances arise.

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MASSACHUSETTS BAY RFR. 159-17 TRANSPORTATION AUTHORITY RID H: RIDE Description and Key Policies

There are many changes to schedules due to traffic problems, customer delays, and weather. Dispatchers monitor and adjust vehicles to try to keep schedules running on time. Dispatchers interact with customers, drivers, and MBTA RIDE staff to troubleshoot problems. If you require assistance, please call your contractor as soon as possible.

Subscription service Subscription service is for RIDE customers who make a reservation to and from the same locations for two or more days per week. Call your contractor to request that these trips be automatically scheduled, which eliminates the need to call individually for each trip. Subscription service is subject to availability. This service is not provided on holidays; therefore you are responsible for reserving your trips on those days. If you currently have subscription service, your automatic trip scheduling may be interrupted with any change in eligibility conditions ( i.e. from Unconditional to Conditional and vice versa) or reinstated after a negative fare balance suspension. If this happens, contact TRAC or VTS immediately to confirm your trips if you currently use subscription service.

More travel options for RIDE customers Registered RIDE users are eligible to use paratransit services in other areas in and out of Massachusetts. The federal regulations allow for travel as a visitor in other areas for 21 days in a 12-month period. The Office for Transportation Access, OTA, can provide proof of your MBTA ADA Paratransit Eligibility upon request. Provide this to the visiting agency in order to use their program. If travel will exceed 21 days to a particular area, you may need to apply for certification through that agency.

For services in other Regional Transit Authorities within Massachusetts please call 857-368- 4636 (voice), 857-388-0655 (TTY) or visit MassDOT Regional Transit at: http://www.massdot.state.ma.us/transit/NewEnglandRailBusFerryService/LocalTransitOpera tors.aspx. Availability, hours of service, fares and policies vary within each Regional Transit Authority (RTA). For information on possible MBTA/RTA transfers, contact OTA.

In response to Executive Order 530, Regional Coordinating Councils (RCCs) are forming in Massachusetts. The Councils provide a forum for open discussion, unmet needs assessment, decision-making about regional transportation priorities and new services designed to provide more transportation options for people with disabilities, the elderly, and low income individuals. If you would like more information about an RCC in your region and to join the stakeholder discussion, please check out contact information for your RCC at: http://www.massdot.state.ma.us/transit/MobilityManagementCenter/RegionalCoordinatingC ouncils.aspx

Keep your profile current Please contact us with changes to your information, such as: • Change in mobility status, such as using a walker to using a wheelchair, or acquisition of a service animal. Comfort or therapy animals are not service animals under the ADA and will NOT be transported. • Change of phone number, cell phone update, address, email, emergency contact, legal name change. • Your cell phone number should be correct in your profile to insure activation of ‘vehicle arrival notification’ calls on the day of your trip.

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MASSACHUSETTS BAY RFR. 159-17 TRANSPORTATION AUTHORITY RID H: RIDE Description and Key Policies

• Family members are urged to call us if a customer is deceased so we may inactivate the customer profile and arrange for any refunds from their RIDE fare account. Legal documentation may be requested in some cases.

Email: [email protected] or write: MBTA-RIDE Ten Park Plaza- 5750 Boston, MA 02116, or call: 800-533-6282 (in-state toll-free): 617-222-5123, 617-222-5415 TTY

Driver assistance • All drivers have received sensitivity and safety training. • Drivers will ask you to state your name at pick-up to ensure they are picking up the correct customer. • For wheelchair or scooter users, the driver will offer the optional use of an MBTA- supplied body belt immediately upon greeting you. • Driver will assist customers door-to-door to and from the vehicle, but is not allowed beyond the main door or lobby area of buildings. • Driver will assist individuals in manual wheelchairs over one curb and/or step, but may not carry an individual or their mobility devices. • A driver will collapse and securely store an ambulatory customer’s manual wheelchair or walker in the trunk or cargo area. It is preferred that manual support canes also be stored in the trunk or cargo area but at a customer’s request may be held safely by them and not stored on the floor. ‘White’ canes must be collapsed and be kept safely with customer. • The driver will assist customers with boarding and exiting the vehicle, even when accompanied by a PCA. • The driver will communicate to you their need to fasten and unfasten seatbelts as part of the vehicle’s wheelchair/scooter securement system. • If you or your guest has packages, i.e groceries, the driver must be able to safely assist you while at the same time carrying your items to and from the vehicle. Limit heavy or bulky items. Assistance with up to three pieces of luggage per person, not to exceed 40 lbs. each, will be provided for you and your PCA. Keep in mind that this is a shared-ride service and space is limited. Transportation will not be provided to customers who exceed this policy at time of pick-up.

Appropriate behavior on THE RIDE • For everyone’s safety and comfort, show respect to your fellow passengers, drivers and the vehicles you use. Inappropriate or illegal behavior will not be tolerated and will be subject to consequences such as service suspension and/or police investigation. • All passengers, including ambulatory or wheelchair/scooter users, must wear a seatbelt. • Animals (i.e. comfort/therapy animals or pets which may cause allergic reactions to others) are NOT allowed, with the exception of Service Animals (as defined under the ADA). At all times, Service Animals will only be transported if tethered, leased or harnessed and at the feet of their owners not in a carrier on a seat or a customer’s lap. Owners must have control of their Service Animals at all times via voice or signals. • Smoking is not allowed, including electronic cigarettes. Hoverboards will not be transported in RIDE vehicles. • Consumption of food and/or beverages is prohibited, unless required for dietary and/or medical purposes and client has advised the driver. • Do not stand while the vehicle is in motion. • No tipping or other gratuities are allowed. • Personal audio devices may only be used with headphones.

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MASSACHUSETTS BAY RFR. 159-17 TRANSPORTATION AUTHORITY RID H: RIDE Description and Key Policies

• Customers may ask that the AM/FM radios installed on RIDE vehicles be turned off, on, or volume adjusted, as they prefer. Two-way radios, installed in vehicles for service provision, will not be turned off but may be lowered in volume at customer’s request. • Please note that personal hygiene and the use of perfumes can be objectionable to others or cause allergic reactions. • For the safety of all our customers, drivers are prohibited from using personal cell phones or any other personal electronic devices while providing RIDE service. When you are using your personal mobile device respect others around you and avoid shouting, etc.

Other tips • Tell your driver as soon as possible if you would like to use the lift if you have difficulty stepping up into the vehicle. • For your safety carry a cell phone that has been programmed with phone numbers of your RIDE contractors and family or friends. • If at any time, you are approached by someone who you are unsure is a RIDE driver, you may ask them to confirm your RIDE ID # or destination. • Remember THE RIDE is public transportation, not a private service, and the MBTA may change their operations or policies and still be ADA compliant. Familiarize yourself with what the ADA requires and what it doesn’t. If you are not sure, contact www.fta.dot.gov/ada or 1-800-446-4511(voice), 1-800-877-8339(TTY).

Compliments/complaints The Office for Transportation Access welcomes your feedback. All complaints will be investigated and responded to. Complaint information is shared with the Access Advisory Committee to the MBTA, unless otherwise requested when you file your complaint. Contact us:

Email: [email protected] Or write to: 800-533-6282 (in-state toll-free) MBTA – OTA, THE RIDE 617-222-5123 (voice/relay) Ten Park Plaza – 5750 Boston, MA 02116

The MBTA will not tolerate any retaliation or intimidation to a customer for filing a complaint or concern of any nature. If you feel you have been subjected to these actions, we urge you to contact OTA or the Access Advisory Committee to the MBTA immediately.

Access Advisory Committee to the MBTA (AACT) The Access Advisory Committee to the MBTA is a consumer body composed of persons with disabilities, RIDE customers, advocates and representatives of disability advocacy groups and agencies who advise and make recommendations to the MBTA regarding accessible transportation. AACT members and other interested persons meet publicly each month. For more information or meeting schedules, call 857-702-3658(voice), 617-570-9193(TTY), email [email protected], or visit their website at: www.mbta.com/aact or www.ctps.org/bostonmpo.

Contact Us

General RIDE inquiries: fare or account questions or pilot offerings: Contact the MBTA Office for Transportation Access at: Email: [email protected], 800-533-6282 (in-

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MASSACHUSETTS BAY RFR. 159-17 TRANSPORTATION AUTHORITY RID H: RIDE Description and Key Policies state toll-free), 617-222-5123 (voice, Relay). Always visit www.mbta.com/theride for the latest information on The RIDE program including updates and service notifications. Visit www.mbta.com/paratransitpilot if you are interested in becoming a pilot program participant and wish to learn more about RIDE pilot offerings.

RIDE Eligibility: Call THE RIDE Eligibility Center at 617-337-2727(voice, Relay) located at 1000 Massachusetts Avenue Suite 201, 2nd flr, Boston, MA 02118,

Emergency: Call MBTA Police at 617-222-1212 (voice/relay), 617-222-1200 (TTY). For information on making a Reasonable Accommodation Request visit http://www.mbta.com/customer_support/?id=6442454932 or contact us 617-222-3200 (voice/relay), 800-392-6100 (toll free) or 617-222-5146(TTY). All requests for reasonable modifications to MBTA programs and services (including bus, subway, Commuter Rail, Commuter Ferry, or THE RIDE) will be considered on an individual basis. Please note that the MBTA may be unable to accommodate requests for reasonable modifications which would result in a fundamental alteration to the nature of MBTA programs and services, or which would directly interfere with the health and safety of others.

For information on accessible services including the MBTA's Fixed Route T Access Guide, application and information on Reduced Fare passes, Elevator/Escalator updates, visit: www.mbta.com/riding_the_t/accessible_services/ or call 800-392-6100 (toll-free) or 617-222-3200 (voice, Relay) or 617-222-5146 (TTY)

For information on signing up for ‘System Orientation Training’ , one on one travel training or to learn more about accessible fixed route buses and trains, call 617-222- 5237(voice, Relay) or email [email protected].

For customers who are MassHealth eligible and want more information on MassHealth’s free HST transportation option to non-emergency medical appointments(doctors, counseling, day habilitation) contact them at 1-800-841-2900 (V) or 1-800-497-4648 (TTY).

For transit and travel updates: Visit www.mbta.com or contact Customer Service at 800- 392-6100 (toll-free), 617-222-3200 (voice/relay) or 617-222-5146 (TTY).

For information on the Federal Transit Administration, who is responsible for civil rights compliance and monitoring to ensure nondiscriminatory provisions of transit services, contact www.fta.dot.gov/ada or 1-800-446-4511 (V), 1-800-877-8339 (TTY).

The MBTA wishes to improve your travel experience on THE RIDE. You, our customers, have valued insight and we welcome your suggestions. Additionally, in these days of heightened security it is especially important for us to rely on our customers and drivers; so please remember, If you see or sense something, say something.

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