2020 GUIDE TO ACCESS-A-RIDE Paratransit Service ¯ Index Access-A-Ride (AAR) Telephone Directory 1-2 Inclement Weather 20 About AAR Paratransit Service 3-4 Driver Assistance 20-21 Language Service 4 Shopping Carts, Bags/Parcels Applying or Recertifying 5-7 and Bulky Items 21 Eligibility Determinations 7-9 Seatbelt Recommendations 21-22 Appeals 9 Transferring from Wheelchair/Scooter to Passenger Seat 22 Feeder Service 10 Traveling on Paratransit Outside NYC 23-25 AAR MetroCard 11-12 Planning & Reserving a Trip 25-27 Visitor Information 13-14 How to Cancel a Trip 28 Traveling on AAR 14 On the Day of Your Trip 29-30 Online Trip Management 14-15 What to do if an AAR Vehicle is Late 31 AAR Interactive Voice Response Taxi/Car Service Authorization (IVR) Messages 15 and Reimbursement 31-33 Hours of Operation 16 Subscription Service 34-36 Fare 16 No-Show / Late Cancellation Policy 36-40 Service area 16 Conduct Policy 40-42 Providers 17 How to Commend, Complain or Maximum Ride Times 17 Make Suggestions about AAR 43-44 Personal Care Attendant (PCA) 18-19 Reasonable Modification for Traveling with Guest and/or PCA 19 Individuals with Disabilities 44 Designated AAR Pickup Locations 20 Filing Title VI Complaint 45 Access-A-Ride (AAR) Hold for assistance if you do not have a touch- tone phone. Telephone Directory Conversations with AAR personnel are Call 877-337-2017 toll-free from area codes in the NY Metro Area and adjacent counties. recorded and may be monitored. From other area codes, call 718-393-4999. Customers who are deaf/hard of hearing can The most updated AAR information, use their preferred relay service or the free Customer Bill of Rights and policies 711 relay service. are available Online at new.mta.info/ After an important announcement, callers will accessibility/paratransit or via the MYmta be guided to press “1” for English. If “1” is not pressed, callers will hear choices in each of app under Accessibility. the respective languages: Braille and audio version of the “Guide to • For assistance in Spanish, press “2.” AAR Paratransit Service” are available upon • For assistance in Russian, Chinese, request. This publication is also available French Creole or Korean, press “3.” to current AAR customers in their preferred • For all other languages, press “4.” language. Please call AAR at Prompt #1: Eligibility, appeals, certification 877-337-2017 / Prompt #8 or or application questions E-mail: new.mta.info/customer-feedback Prompt #2: To make a reservation (select “Paratransit (AAR)” in the Prompt #3: To change a trip “MTA service” field). Prompt #4: To cancel a trip Follow us on Twitter, Facebook or Instagram Prompt #5: 24/7 assistance with same day trip @nyctAAR Prompt #6: Subscription Service Prompt #7: Automated system Prompt #8: Commendations, complaints, suggestions, requests for publications, and outreaches To repeat this announcement, please press “0.” 1 2 Whether long-term or temporary eligibility About AAR Paratransit is needed or AAR service has/will expire or Service visitor status is needed during a visit to NYC, MTA New York City Transit (NYCT) AAR please contact AAR to begin the eligibility Paratransit Service provides public process. transportation for eligible customers with AAR Language Services Notice disabilities that prevent them from using the Please be advised that AAR provides public buses and subways. interpretation and document translation AAR Service operates: service for individuals whose preferred • Within the five boroughs (Brooklyn, the Bronx, language is not English. Interpretation and Manhattan, Staten Island and Queens) of document translation service are available New York City (NYC) and within a three­ during the application, eligibility and quarter-of-a-mile corridor beyond fixed-route scheduling processes. For example, you are service across the NYC borderline to nearby entitled to an interpreter when you apply, areas of Nassau and Westchester counties. when you schedule rides and appointments, • A shared-ride program (may be riding with and when you are assessed for eligibility. You other customers). do not need to bring your own interpreter or translate documents on your own. These • Origin-to-destination service or feeder services are free of charge. If you have any service for eligible customers. problems with language services at AAR, • Non-priority trips with maximum ride times and want to submit a complaint, please call based on trip distance. AAR / Prompt #8. • 24 hours a day, seven days a week, 365 days a year. • In compliance with federal Americans with Disabilities Act (ADA) regulations. 3 4 Once you agree to visit an assessment Applying or Recertifying center, an application packet will be mailed Applicants and recertifying customers are to you. It should arrive in approximately five required to go to an assessment center, days. Application packet materials requested as part of the AAR eligibility determination in accessible format will be mailed to you process. Based on availability, the assessment will be conducted at a center separately. The packet includes the print located in the applicant or recertifying version of the application and a letter with the customer’s borough of residence or within the date, time and location of your appointment, five boroughs of New York City. including instructions on scheduling round- trip transportation to the assessment center. This procedure enables AAR to assign an appropriate eligibility status to applicants When scheduling transportation, please more quickly and objectively. mention if you are traveling with a PCA. No fare is charged for travel to or from the To begin the application process, please call assessment center. AAR / Prompt #1. Eligibility staff are available from 9 a.m. to 5 p.m., Monday through Friday. Please note: Only the print version of Or complete the online form at: the application will be accepted at your new.mta.info/mta_inquiry/form interview. Applications mailed to the Paratransit offices will be returned. When scheduling an appointment, please Call if you do not receive the inform Eligibility staff if you need: Eligibility application packet. • Material in large print, Braille or recorded format. If you cannot keep your appointment, please call Eligibility to cancel and reschedule it.You • A sign language interpreter. must also call and cancel your transportation. • A Personal Care Attendant (PCA) to travel At the center, you will have a face-to-face with you. A PCA may be a relative, spouse, interview with a healthcare professional and friend or a professional attendant. PCAs ride undergo functional testing, where appropriate. free of charge. • Telephonic interpretation services. 5 6 Following your visit to the center, an Conditional Eligibility Categories: assessment report will be sent to NYC Transit Stairs Restricted: Customer is eligible to Eligibility staff. This procedure enables AAR travel by AAR only when the trip requires the to determine objectively if you are entitled to use of an inaccessible subway station. receive paratransit service. A decision about your eligibility will be made within 21 days Extreme Cold: Customer is eligible to travel after you visit the assessment center.You will by AAR only when the temperature is forecast receive written notification of our decision. to be 39°F or below on the day of travel. If you have not received a notification of our Extreme Heat: Customer is eligible to travel decision in 21 days, please call Eligibility. by AAR only when the temperature is forecast Except for customers who have temporary to be 90°F or above on the day of travel. conditions, those found eligible will need to reapply every five years. Customers are Extreme Cold & Stairs Restricted: notified by mail when it’s time to recertify. If Customer is eligible to travel by AAR: you don’t receive a letter six weeks before the (1) when the temperature is forecast to expiration date on your AAR identification, be 39°F or below on the day of travel, or call Eligibility. (2) when the trip requires the use of an inaccessible subway station. Eligibility Determinations Extreme Heat & Stairs Restricted: If you are determined eligible, you will be Customer is eligible to travel by AAR: assigned one of the following categories: (1) when the temperature is forecast to (1) full, (2) continual – your condition is be 90°F or above on the day of travel, or permanent and will not improve, so you will not need to reapply, (3) temporary – either (2) when the trip requires the use of an full or conditional for less than 5 years, inaccessible subway station. (4) conditional. Those determined If a customer has weather-related eligibility, conditionally eligible for AAR may only travel environmental barriers to travel (such as by AAR when the conditions noted on their humidity, snow and icy streets) will be taken AAR MetroCard / ID apply. into consideration when trips are scheduled. Please note: All NYC Transit buses are NYC Transit will check the weather site: wheelchair-lift equipped or have ramps. www.weather.gov/nyc to determine when weather conditions apply. 7 8 Unfamiliar Places Feeder Service Navigational: Customer is eligible to travel by “Feeder Service” is a trip that is made partly AAR only when she/he is unfamiliar with bus by paratransit and partly by fixed-route and/or subway routes to the trip destination bus or subway. At present, customers with due to a cognitive or visual impairment. The conditional eligibility who are able to walk customer may not use AAR for routes with or wheel short distances (1-2, 3-4 or 5 or which she/he is familiar. more blocks) begin their feeder service trip on AAR and then transfer to a fixed-route Distance: Customer is eligible for all trips bus. The bus takes them to a bus stop.