Updated October 2019

Valley Metro ADA Paratransit RIDE GUIDE with disabilities who are currently ADA certified through Valley Metro. All public transit agencies that provide fixed-route bus and rail service are required by the ADA to provide this service.

ELIGIBILITY To be eligible for ADA Paratransit service, you must be unable to independently use Valley Metro buses and light rail for at least some trips due to a disability or disabling health condition. For more information about the region’s ADA paratransit eligibility process, call 602.716.2100 or visit Accessible Transit valleymetro.org/ada-paratransit-eligibility. ADA PARATRANSIT SERVICE PROVIDERS AVAILABILITY OF SERVICE VARIES VISITOR ELIGIBLITY In the Phoenix metropolitan area, paratransit Service hours and days vary by provider. In Services for All ADA Paratransit service may be available when service is provided by four different agencies. accordance with ADA requirements, ADA Valley Metro is committed to providing passengers you travel outside the metro Phoenix area. Upon • Phoenix Dial-a-Ride provides trips that begin paratransit service is available for any trip at any with safe, convenient and comfortable service request, Valley Metro will send verification of your and end within the city of Phoenix. time when the same trip can be made using that is accessible and usable by all. This includes current ADA eligibility to your destination city’s • Glendale Dial-a-Ride provides trips that begin bus and/or light rail service. The following table* accessible bus and rail services, as well as ADA Paratransit/Dial-a-Ride provider. Please note that it and end within the city of Glendale. shows the hours and days that service is available Paratransit service for riders who are unable to takes two to three weeks prior to your requested • Peoria Dial-a-Ride provides trips that begin and throughout the Phoenix metropolitan area. use bus or light rail service for some or all trips travel date to receive eligibility. This verification will end within the city of Peoria. Customer service agents for each Paratransit/ due to a disability. This guide describes programs allow you to use paratransit service while visiting • Valley Metro Paratransit provides all other trips Dial-a-Ride provider can confirm the hours during and services that Valley Metro and several of our that city. member communities provide for qualified people including; which service is available in the areas where you with disabilities. Valley Metro also provides ADA Paratransit visitor > trips in the East Valley and West Valley, wish to travel. eligibility to any person who lives outside of > trips that travel between the East Valley, * Please note that the information in the following Maricopa County and is visiting the Phoenix West Valley and cities of Phoenix, Glendale Valley Metro and several of our member table is subject to change by provider. communities also provide other transportation metropolitan area. and Peoria. services which are intended to expand travel Visitor eligibility is provided for up to 30 days of options for both people with disabilities and service within a year. seniors age 65 and above. See the “Other Service Provider and Service Area Options” section on page 8 of this Ride Guide For more information about visitor eligibility, call Provider Areas Served Operating Hours for more information about these supplemental the Valley Metro Mobility Center at 602.716.2100. transportation programs. Phoenix All areas of Phoenix that • Daily: 4 a.m.–12 a.m. ADA PARATRANSIT SERVICE AREA Dial-a-Ride are south of Jomax Rd. • At other times when the requested trip can be ACCESSIBLE FIXED-ROUTE BUS AND In keeping with federal ADA requirements, Valley completed on public transit LIGHT RAIL SERVICES Metro Paratransit service is available within three- quarters of a mile of bus routes and light rail Glendale All areas within the city of • Weekdays: 7 a.m.–6 p.m. In keeping with our commitment to accessibility stations. In addition, some communities have Dial-a-Ride Glendale • Weekends and holidays: 7 a.m.–5 p.m. and with the requirements of the Americans with included additional areas in their designated ADA Disabilities Act (ADA) of 1990, all Valley Metro Peoria All areas within the city of • Weekdays: 4:30 a.m.–9 p.m. paratransit service area. The map on page 10 and buses and light rail vehicles comply with the Dial-a-Ride Peoria • Weekends and holidays: 6 a.m.–10 p.m. 11 shows the ADA Paratransit service area where requirements of the ADA and are designed to be Valley Metro Paratransit is available. To find out Valley Metro Designated areas of the • East Valley accessible to and usable by people with disabilities. whether a specific address is served by Valley Paratransit East Valley, Northwest > Daily: 4 a.m.–1 a.m. Metro Paratransit, call 602.716.2200. Valley, Southwest Valley • Northwest Valley ADA PARATRANSIT SERVICE and for regional trips > Non-holiday weekdays: 7 a.m.–5 p.m. ADA Paratransit is shared-ride transportation that throughout the Valley • Southwest Valley takes eligible customers door-to-door or curb-to- > Daily: 5 a.m.–10 p.m. curb to their destination and is provided to people • Regional Paratransit > Daily: 5 a.m.–10 p.m.

2 3 HOW MUCH DOES ADA PARATRANSIT information on Paratransit/Dial-a-Ride fares and PAYMENTS AND FARE PURCHASING When you call the Paratransit/Dial-a-Ride provider SERVICE COST acceptable payment methods for each of the All Paratransit/Dial-a-Ride providers accept cash who serves the area where you wish to travel, be In compliance with ADA requirements, Paratransit/ Phoenix metropolitan area Paratransit/Dial-a- but exact change is required. In addition, most prepared to provide the following information: Dial-a-Ride fares can cost up to twice as much as Ride providers. You can also check on the fare Paratransit/Dial-a-Ride providers also accept tickets • Your name the same trip would cost on bus or light rail. for any trip by calling the Paratransit/Dial-a-Ride and passes. • The address and phone number where you will provider who will be providing the service. See • To purchase Valley Metro Paratransit Tickets, call begin your trip In most areas, Paratransit/Dial-a-Ride trips cost the “Making Trip Reservations” section on page 5 Valley Metro at 602.716.2100. • The address and phone number where you will $4 per one-way trip, but there are exceptions. In for phone numbers. • To purchase Regional Dial-a-Ride Tickets or end your trip addition, each of the four local Paratransit/ • The day and date you wish to travel * Please note that the information in the following Phoenix Dial-a-Ride Tickets and monthly passes Dial-a-Ride providers accepts different forms of • The time you wish to be picked up or your table is subject to change by provider. (Phoenix residents only), call Phoenix Public payment. The following table* provides more Transit at 602.495.5795. appointment time • Whether you will be traveling alone or with a Personal Care Attendant and/or companion(s) Fares and Acceptable Payment Methods by Provider TRIP PURPOSE AND LIMITS • Whether you will be traveling with a mobility Following with ADA requirements, there are no Provider Fares Acceptable Methods of Payment device, service animal and/or personal restrictions on the types of trips you can make oxygen device Phoenix $4 per one-way trip • Cash using ADA paratransit. There are no priorities Dial-a-Ride • Blue and Green Phoenix Dial-a-Ride for specific types of trips in the trip booking TRAVEL TIMES Tickets or scheduling process. There are no limits on • Monthly Dial-a-Ride Pass the number of trips you can make using ADA We make every effort to get you to your • Regional Dial-a-Ride Tickets paratransit service. You are eligible for service destination safely and in good time. Complying as long as your trip begins and ends within the with ADA requirements, your travel time may be as Glendale • General Public (age 14-64) – $5 • Cash only (exact fare) designated ADA Paratransit service area and occurs long as the time your trip would require if the trip Dial-a-Ride > Children (age 0-5) – Free during the corresponding provider’s Paratransit/ was taken on bus and/or light rail. • Seniors (65 years and older) – $2* Dial-a-Ride service hours. There are no denials, no Keep in mind that Paratransit/Dial-a-Ride is a • Riders with Disability – $2* limits and no service caps. shared-ride service. This means that other riders • ADA/ADA Companion – $3 Please note: Communities that provide non-ADA may be picked up and/or dropped off along the *Riders must show reduced fare card service may establish limits for non-mandated way. As a result, your ride time may be longer than trips. For more information about any limits in your trip would take in a car traveling alone. For Peoria • General Public (age 16-64) – $3 • Cash only (exact fare) this reason, please plan accordingly. If you need to Dial-a-Ride > Age 0-5 – Free (one per adult) your community, ask your Paratransit/Dial-a-Ride provider. arrive for an appointment with a set time, tell the > Age 6-15 – $1.50 agent booking your trip so they can book your trip • Age 65 years and older – $1.50 MAKING TRIP RESERVATIONS with enough time to get you to your appointment • Juniors/Seniors and Persons with on time. Disabilities – $1.50 Call the Paratransit/Dial-a-Ride service provider you • Juniors/Seniors and Persons with want to use during the hours that the reservations NEGOTIATION OF REQUESTED TRIP TIMES ADA Certification – $1 office is open. Each Paratransit/Dial-a-Ride service provider schedules trips from 1 to 14 days in Since Paratransit/Dial-a-Ride is a shared-ride Valley Metro • $4 per one-way trip • Cash advance. The reservation hours and phone number service and in order to comply with ADA Paratransit • Some exceptions in areas where • Valley Metro Paratransit or East/ for each service provider are shown below. requirements, the agent who books your trip may free and low-cost neighborhood Northwest Valley Dial-a-Ride Tickets offer you a pick-up time that is up to one hour circulators operate • Regional Dial-a-Ride Tickets Phoenix Dial-a-Ride: 602.253.4000 before or after the time you request. However, • Blue and Green Phoenix Dial-a-Ride Daily: 6 a.m.–7 p.m. if you specify an appointment time, the agent is Tickets (Phoenix residents only) Glendale Dial-a-Ride: 623.930.3515 not permitted to offer a pick-up time that is likely • Monthly Dial-a-Ride Pass Monday–Saturday: 8 a.m.–5 p.m. to result in your arriving late. Additionally, if you (Phoenix residents only) Sunday & holidays: 8 a.m.–5 p.m. are scheduling a return trip from work, school or Notes: (an answering machine will take calls) some other location that you cannot leave early, • Your Personal Care Attendant (PCA) is not charged a fare. your agent cannot offer a pick-up time that would Peoria Dial-a-Ride: 623.773.7435 require you to leave early. Therefore, please be • You may travel with up to one additional companion or more on a space-available basis. Monday–Friday: 8 a.m.–5 p.m. Companions pay the same fare as the eligible rider. specific when you need to arrive no later than a set • Service is free for any child under the age of six who is traveling with a fare-paying adult. Valley Metro Paratransit: 602.716.2200 appointment time or depart no earlier than a set • Drivers are prohibited from accepting tips. Daily: 6 a.m.–7 p.m. ending time.

4 5 ON-TIME ARRIVALS minutes. If you have not boarded within this five- receive HTH service, Valley Metro personnel will UNACCOMPANIED CHILDREN It is possible that you may arrive at your destination minute boarding window, your driver may depart not leave the passenger alone at any destination. ADA-certified children under the age of eight must early since Paratransit/Dial-a-Ride is a shared-ride without you. Please be aware, Glendale Dial-a-Ride It is important to note that if a rider is designated be accompanied by a responsible adult. service. Your driver cannot wait with you—even if drivers only wait for two minutes before departing. to receive HTH service, it is required that a you arrive at a location that is not open. Your trip If you need more time because of your disability, responsible party be available at the drop-off end CANCELLING TRIPS is considered on-time if you are dropped off up tell the agent who books your trip, so the schedule of every trip to receive the passenger when the to thirty minutes before your scheduled drop-off/ can be adjusted accordingly. vehicle arrives. Any failure to meet this requirement Please notify your Paratransit/Dial-a-Ride service appointment time. is disruptive to service and may result in a service provider as soon as you know that you will be unable to make a scheduled trip and at least two DRIVER ASSISTANCE suspension and/or it may be required that the rider hours before the trip. Cancellations can be made SUBSCRIPTION SERVICE travel with a PCA. For more information about ADA Paratransit/Dial-a-Ride is door-to-door service. throughout the day. If you plan to make the same trip at the same This means that the driver will assist you from the HTH service, contact Valley Metro at 602.716.2100. time on the same day or days of the week for at outermost door of the building where you begin When calling to cancel, please provide the least one month, you may request a subscription your trip and to the outermost door of the building ASSISTANCE WITH PACKAGES following information: name, address, date and trip (also known as a standing order). This service where you end your trip. In Glendale and Peoria, You may bring packages that take up no more time of pick-up. A cancellation made with less allows you to make recurring trips without service is curb-to-curb. This means that you must than two cubic feet of space (e.g., three brown than two hours advance notice will be considered having to call each time to schedule service; meet the vehicle at the curb. If you are using paper grocery bags or six plastic grocery bags). a no-show. you only need to call when your plans change. Glendale or Peoria Dial-a-Ride service and need Total weight of all packages may not exceed 50 Subscription trips are not required by the ADA assistance to or from the door, tell the agent who pounds. One piece of luggage and one carry-on NO-SHOWS AND LATE CANCELLATIONS and will be provided whenever they can be books your trip so this service will be provided; as bag for airport trips will be accommodated. Drivers A no-show occurs when the vehicle arrives within scheduled effectively and efficiently based on the long as the driver can maintain visual contact and can assist with packages on and off the vehicle the on-time window, waits five minutes for you other trips scheduled at that time and on that day effective control of the vehicle at the location. and to and from the door upon request. Reminder, and you fail to take the trip; or you fail to cancel or days of the week. If your request cannot be drivers cannot enter your home. Drivers can assist At your request, drivers are trained to and will the trip at least two hours prior to the start of the accommodated immediately, your request may be carrying an unoccupied child car seat but cannot provide assistance to make it easier and safer for on-time window (also called a late cancellation). placed on a waiting list to be scheduled once carry a child in a car seat. you to use Paratransit/Dial-a-Ride. Examples of No-shows reduce the efficiency of the service and a slot becomes available. In the meantime, you assistance which drivers will provide upon request The following articles cannot be carried on-board cause delays for other riders. can continue to schedule your trips on an include: vehicles: automotive and marine batteries, gasoline, individual basis. No-shows and late cancellations that are beyond • Meeting you at the door and announcing their caustic fluids, flammable liquids, explosives, non- your control are excused. If circumstances beyond presence folding shopping carts, non-folding baby carriages, your control cause a no-show or late cancellation, PLEASE BE READY FOR YOUR TRIP • Guiding or lending a supporting arm or shoulder large bundles that will obstruct the aisle or any call the Paratransit/Dial-a-Ride provider as soon When you book your trip, the agent will give you a to assist you to and from the vehicle item that may inconvenience or injure another as possible after the no-show to explain the 30-minute “be ready window.” Drivers are picking • Pushing your wheelchair passenger. circumstances. This helps ensure that these up and dropping off other riders along the way so • Carrying small packages or an empty child situations are recorded as excused. an exact time cannot be given. The vehicle may safety seat PASSENGER COURTESY AND CONDUCT arrive any time within this 30-minute window. It If you have three or more unexcused no-shows or • Assisting you to board using the lift or ramp To ensure the safety and comfort of all passengers is important that you are ready at the start of the late cancellations in a 30-day period, a review of • Helping you to find and navigate to an open seat and the driver please follow these rules: 30-minute window and that you wait in an area your travel record for that period will be conducted. • Securing your mobility device or other • No eating, drinking, or smoking where you can determine when the vehicle arrives. • You will receive a warning for excessive no- belongings within the vehicle • No abusive, threatening, or obscene language or If the vehicle does not arrive within the 30-minute shows and late cancellations when either three actions window, call the service provider to get an update Drivers are not permitted to lift or carry small trips or ten percent of your scheduled trips • No deliberate fare evasion on your scheduled ride. children, to take control of your service animal or (whichever is greater) result in a late cancellation to go beyond the outermost door of the building • No physical abuse of another passenger or driver or unexcused no-show. If it is not possible for you to wait in a location where you begin or end your trip. Drivers are also > Passengers who engage in physical abuse • The warning letter will include a listing of each where you can determine when the vehicle arrives, never permitted to enter a home or apartment. or cause physical injury to another rider assessed no-show/late cancellation, and you will or if your disability makes it impossible for you to or driver may be subject to immediate have the opportunity to explain any assessed determine when the vehicle arrives, let the agent HAND-TO-HAND SERVICE suspension of service late cancellations/no-shows that should be know when you book the trip. The agent will make • No operating or tampering with any vehicle Valley Metro Paratransit will provide hand-to-hand excused. a note to have the driver or a dispatcher alert you equipment (HTH) service for ADA certified passengers who • A second occurrence within the same calendar when the vehicle arrives. • Headphones are required when using radios, cannot be left alone safely. To receive HTH service, year may result in a seven-day suspension of cassette tape players, compact disc player or the rider or the rider’s authorized representative riding privileges. other sound generating equipment DRIVER WAIT TIME must request the service and may be required • Flammable or explosive materials are prohibited As long as your driver arrives within the 30-minute provide documentation demonstrating the need pick-up window, your driver will wait for up to five for HTH service. Once a rider is designated to

6 7 • A third occurrence within the same calendar DESTINATIONS • Valley Metro RideChoice As part of this instruction, the travel trainer will year may result in a 14-day suspension of riding Drivers are only permitted to stop at locations > Subsidized transportation program utilizing accompany you until they determine you are privileges. designated in the reservation. Travel rideshare services like Uber, authorized taxi confident, safe and can successfully use the service • A fourth occurrence within the same calendar arrangements with more than one destination are providers and wheelchair-accessible vehicle independently. year may result in a 30-day suspension of riding providers to deliver service. treated as separate trips. Your pick-up time for a Travel training provides travel freedom, flexibility privileges. > For more information, visit subsequent trip must be scheduled no earlier than and independence. To learn more about this free valleymetro.org/ridechoice or call A suspension letter will be sent at least 14 days 90 minutes after the scheduled drop-off time of training opportunity, call 602.716.2100. For more 602.716.2100. before the suspension is scheduled to begin. This your prior trip. information on accessible fixed-route bus and light • Community-Sponsored Non-ADA Service letter will detail the reason for the suspension, the rail services, visit valleymetro.org/accessibility. Many communities in the Valley Metro service dates on which the suspension will begin and end MOBILITY DEVICES area also offer Dial-a-Ride and/or subsidized taxi and details you can follow for filing an appeal. If Following ADA requirements, all wheelchair- services for seniors age 65 and over and persons ADA CIVIL RIGHTS AND COMPLAINTS you choose to appeal a planned suspension, your accessible Paratransit/Dial-a-Ride vehicles will certified as ADA Paratransit eligible. These Customers using public transit are given equal suspension will remain until the appeal is heard accommodate wheelchairs, scooters and other services go above and beyond what is provided access to programs and services without regard to and decided. mobility devices that have dimensions of up by ADA Paratransit. For example, these local race, color, national origin or disability. to 30 inches wide by 48 inches long when programs might serve parts of communities (49 CFR, Part 37 and FTA Circular 4702.1B) SERVICE ANIMALS AND PETS ARE WELCOME measured two inches above the ground and that not covered by ADA Paratransit. To find out Paratransit/Dial-a-Ride providers permit people weigh up to no more than 600 pounds when whether your community offers additional COMMENTS, COMPLIMENTS occupied. Some, but not all, Paratransit/Dial-a- with disabilities to travel with service animals as services, contact your community’s municipal AND COMPLAINTS defined by the ADA and adhering to the Valley Ride vehicles will also accommodate larger and government or visit your community’s official Whenever service is either good or bad, we want Metro service animal policy. A service animal heavier mobility devices. If your mobility device website. to hear from you. Providing compliments helps us is individually trained to perform a specific task is larger and/or heavier than the size and weight to acknowledge staff who have gone above and or tasks that enable a person with a disability to dimensions listed above, you are responsible for ADA PLATINUM PASS AND REDUCED FARE beyond to make your travel experience a good complete tasks of daily living. Service animals letting your Paratransit/Dial-a-Ride provider know, TRANSIT PROGRAMS one. Filing complaints helps us to identify and must be under the physical and/or verbal control so they can assign your trips to vehicles that can address service problems. of their handlers and must not sit on seats or safely accommodate your mobility device. Your Valley Metro also offers the ADA Platinum Pass disrupt service for other passengers or the driver. Paratransit/Dial-a-Ride provider cannot always program for individuals who are eligible for ADA You may provide comments, compliments and In accordance with ADA requirements, your guarantee timely service for people using larger Paratransit service. The ADA Platinum Pass can complaints by contacting Valley Metro Customer Paratransit/Dial-a-Ride provider may refuse access and heavier mobility devices. be used to pay for unlimited service on all buses Service: to any animal who disrupts service or who poses and light rail trains. To receive a Platinum Pass, call a direct threat to the health or safety of others. OTHER SERVICE OPTIONS Valley Metro at 602.716.2100. To read Valley Metro’s service animal policy in its In addition to ADA Paratransit service, Valley Metro In addition, Valley Metro offers a 50 percent fare PHONE entirety, visit valleymetro.org/serviceanimals. and several member communities offer alternative discount for all qualified seniors age 65 and older, Customer Service: transportation programs for qualified seniors and You may travel with other domestic pets as long youth ages 6-18 and people with disabilities. These 602.253.5000 people with disabilities. Examples include: as the pet remains within a completely enclosed reduced fares are available on all local Valley Metro TTY: 602.251.2039 • Phoenix ADA Cab and Senior Cab pet carrier that will fit on your lap or at your feet buses and light rail trains during service hours. > Subsidized taxi programs for qualified ADA without blocking access for other passengers Passengers must meet all program rules to receive MAILING ADDRESS certified residents and seniors in Phoenix. or the driver. For safety reasons, drivers are not this benefit and must show proof of program > For more information, visit Attn: Valley Metro, Customer Service permitted to carry pet containers. eligibility at the time of fare purchase and boarding. phoenix.gov/publictransit/rider-information/ 4600 E. Washington St., Suite 101 Please note: You are responsible for any damage transit-services/alternative-transportation-for- Phoenix, AZ 85034 caused by any pet or service animal you bring with phoenix-residents or call 602.801.1160. TRAVEL TRAINING FOR SENIORS AND you on Paratransit/Dial-a-Ride. • Scottsdale Cab Connection PEOPLE WITH DISABILITIES EMAIL > Subsidized transportation utilizing authorized One-on-one instruction on how to ride buses [email protected] OBSTACLES taxicab companies for qualified seniors and and light rail is provided at no cost to seniors and Ramps, sidewalks and driveways to your residence people with disabilities residing in Scottsdale. people with disabilities. A qualified travel trainer WEBSITE should remain free of obstructions that may > For more information, visit works with you one-on-one teaching you how to valleymetro.org present a safety hazard to you or the driver. scottsdaleaz.gov/transportation/transit or call ride buses and light rail. This includes learning to 480.312.8747. plan a trip, navigating the route to the bus stop or light rail station, using fare machines, using the bus lifts and ramps, recognizing where to get off and REQUEST A COPY OF THIS GUIDE navigating the route to your destination. To request a copy of this guide in an alternate format, call 602.716.2100 or TTY 602.251.2039. 8 9 ADA PARATRANSIT Dynamite Blvd LEGEND SERVICE AREA Rd ek Happy Valley Rd re C ADA mandated 3/4 mile service MAP e v Pinnacle Peak Rd

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10 11 QUICK REFERENCE PHONE NUMBERS

602.253.4000 Phoenix Dial-a-Ride 800.775.7295 (Toll-free) TTY 602.258.9980 623.930.3515 Glendale Dial-a-Ride TTY available via relay service 623.773.7435 Peoria Dial-a-Ride TTY available via relay service 602.716.2200 Valley Metro Paratransit Service TTY 602.716.2118 602.253.5000 Valley Metro Customer Service TTY 602.251.2039 602.716.2100 Valley Metro Mobility Center (ADA Paratransit certification & travel training) 190238

valleymetro.org/paratransit 602.716.2200 TTY 602.716.2118