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Paratransit Rider's Guide

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Paratransit Rider's Guide Paratransit 2013 Edition Version #3 7/1/13 Table of Contents INTRODUCTION ............................................................................................................. 4 Disclaimer .............................................................................................................................................................. 4 What is ADA Paratransit? ...................................................................................................................................... 4 Paratransit in Marin County (Marin Access) ........................................................................................................... 5 ELIGIBILITY .................................................................................................................... 6 Process .................................................................................................................................................................. 6 Eligibility Categories .............................................................................................................................................. 7 Full vs. Conditional Eligibility ................................................................................................................................. 7 Permanent vs. Temporary Eligibility ...................................................................................................................... 7 Recertification ....................................................................................................................................................... 8 Visitors .................................................................................................................................................................. 8 Eligibility for the Service vs. Service Limitations................................................................................................... 10 Appropriate Service ............................................................................................................................................. 11 Keeping Eligibility Information Up To Date .......................................................................................................... 12 Denied Eligibility .................................................................................................................................................. 12 FARES.............................................................................................................................. 13 Local Fares ........................................................................................................................................................... 13 Intercounty Fares / Zones .................................................................................................................................... 13 Paying Round-trip ................................................................................................................................................ 14 Checks ................................................................................................................................................................. 14 E - Tickets ............................................................................................................................................................. 14 Receipts ............................................................................................................................................................... 15 Companions / Personal Care Attendant’s ............................................................................................................ 15 Low Income Subsidy for Riders ............................................................................................................................ 15 SERVICE AREA .............................................................................................................. 16 Local Service ........................................................................................................................................................ 16 Service Hours ....................................................................................................................................................... 16 Extended Trips ..................................................................................................................................................... 17 Transfer Trips ....................................................................................................................................................... 17 SCHEDULING A TRIP .................................................................................................. 19 Ride Scheduling ................................................................................................................................................... 19 Pick-up Windows ................................................................................................................................................. 20 Time Changes ...................................................................................................................................................... 21 Canceling / Changing Rides .................................................................................................................................. 21 Changing a Trip .................................................................................................................................................... 22 Standing Rides ..................................................................................................................................................... 23 Trip Purpose Priority ............................................................................................................................................ 23 In Case of Emergency ........................................................................................................................................... 24 RIDING PARATRANSIT .............................................................................................. 25 Ride Share ........................................................................................................................................................... 25 Vehicle Arrival ..................................................................................................................................................... 25 Trip Length........................................................................................................................................................... 25 Late Trips ............................................................................................................................................................. 26 What if I Am Late for My Scheduled Ride? ............................................................................................................. 26 What if Marin Access is Late Picking Me Up? ......................................................................................................... 26 Early Pick-ups....................................................................................................................................................... 26 Riding On Assigned Vehicle with the Assigned Vehicle Operator ......................................................................... 26 Door-to-Door ....................................................................................................................................................... 27 Children ............................................................................................................................................................... 28 2013 Edition Version #3 7/1/13 Page | 1 Wheelchair Size ................................................................................................................................................... 29 Will Call Policy ..................................................................................................................................................... 29 ENSURING A SAFE RIDE FOR ALL .......................................................................... 30 Passenger Safety .................................................................................................................................................. 30 Using the Lift ....................................................................................................................................................... 30 Life Support Equipment ....................................................................................................................................... 31 Driver Training ..................................................................................................................................................... 31 Driver Uniforms and Identification ...................................................................................................................... 31 Vehicles ............................................................................................................................................................... 31 Wheelchair Securement....................................................................................................................................... 32 Mobility Device Condition ..................................................................................................................................
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