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Paratransit Riders

Scheduling A Ride

You must call (828) 698-8571 to make a reservation. You can arrange a trip from the day before you travel. Scheduling is done on a first-come, first-serve basis. When calling to reserve a ride, have the following information ready:

Helpful Hints:

Companions and Personal Care Assistants (PCA’s)

As a certified rider, you may arrange to bring one (1) companion along on each ride for the same fare that you would pay. You may add extra fare-paying companions to your trip only on a space available basis.

A Personal Care Assistant (PCA) is someone whose assistance you must have in order to take your trip on paratransit. As a certified rider needing assistance, the PCA may ride with you at no charge. Your PCA and companion may both ride with you on the same trip. When making reservations for your ride, please tell the dispatcher if a companion or Personal Care Assistant will be riding with you.

Cancellations

To cancel trips, call the reservation line and speak to the dispatcher. Cancellations can be left on voice mail 24 hours a day. Please remember to cancel trips you cannot use as soon as possible or at least one hour before your pickup times. This will help free up space for others to ride and keep program costs down.

You will be considered a “no-show” if you:

If you are a “no-show” for a trip and we are unable to contact you, any subsequent trips scheduled for the same day will be canceled unless we hear from you.

NOTE: If a passenger cannot use a scheduled trip, but pays the fare for that trip at the scheduled pickup time, the trip will be counted as a “Canceled with Pay” and will not be counted as a “No Show.”

Subscription Service

If you travel to and from the same destination at the same time and day at least two times a week, you may request to use GAP’s subscription service. This service allows riders to make regular trips without telephoning in for reservations or to confirm rides. Subscription riders need only to call to cancel their ride. A change in time, origination, or destination may change your eligibility for a subscription ride.

Under certain conditions, you may discontinue subscription service for a prearranged, specific period of time and may return to subscription service without penalty following the absence. Subscription service may be temporarily discontinued for reasons such as illness, vacation, or school break.

Subscription service is limited in accordance with the Americans with Disabilities Act (ADA), which states that not more than 50 percent of the rides at any hour of any day may be subscription rides.

There may be a waiting list for subscription riders.

Pickup and Drop Off

You can expect to be picked up within a 30-minute “window” of your scheduled pickup time. You should be ready to board the vehicle at the beginning of your “Pickup Window,” which is 15 minutes before and 15 minutes after your pickup time.

A paratransit vehicle arriving any time within the pickup window will wait up to 5 minutes for the passenger. It is important to remember that buses arriving within 15 minutes before or 15 minutes after the scheduled pickup time are considered on time and within the time window. Should a vehicle arrive early (before the 30 minute pickup window), you are not required to board until 15 minutes before the scheduled time (at the beginning of the pickup window).

You will not be considered a “no-show” if you refuse a ride that arrives later than the 30-minute window.

Boarding with a Mobility Device

All vehicles are equipped with passenger lifts that meet ADA specifications. Lifts will only accommodate mobility devices such as wheelchairs and three wheel scooters up to 48” by 30” with a total weight up to 600 pounds, including the passenger. Mobility devices that exceed these standards may not be transported.

Transporting Packages

Because the vehicle will be shared, riders should limit their parcels to one armload or the equivalent of two grocery bags. Packages must be transported on your lap or under the seat. Drivers must adhere to a schedule and can not assist with packages. For the safety of all riders, you may not transport car batteries, explosives, acids, flammable liquids, or other hazardous materials.

Transporting Life-Support Equipment

You may bring a respirator, portable oxygen, and/or other life-support equipment as long as it does not violate laws or rules related to transportation of hazardous materials and will fit in the paratransit vehicle.

Transporting Children

ADA-eligible children must pay the full fare. Children traveling as companions must pay the full fare. ADA certified children ages six (6) and over may travel without an accompanying adult only if it can be demonstrated they would be able, if not prevented by their disability, to use public transportation independently. Children ages four (4) and under or children under forty (40) pounds must be secured in a child safety seat provided by an accompanying adult. Passengers must provide the child safety seat.

Transporting Animals

You may travel with a service animal such as a guide dog or canine companion. You should tell the dispatcher when you reserve trips that you will be traveling with a service animal. Pets and other non-service animals may be transported only in a properly secured cage or container.

Out-of-Area Visitor Riding Privileges

GAP can provide 21 days of service for ADA-certified persons with disabilities who are visiting from outside the Henderson County, NC area. Call for further information.

Rider Responsibilities

Driver Responsibilities

Drivers are to adhere to the same standards of common courtesy and personal hygiene as those required of the riders.

Drivers are Not Permitted to:

Suspension of Service

Misusing the system can result in suspension of your paratransit service. The following are misuses of the paratransit services that could lead to suspension.

1. Obtaining or using paratransit services under false pretenses. The Americans with Disabilities Act reserves paratransit services for certified eligible individuals. Your service may be suspended if:

2. Suspension for “No-Shows. ” No-shows delay vehicles and use up space and resources other riders could use. If you “no-show” three times in six months you may be suspended. The following process will occur: If you have multiple “No-Shows” in six months requiring more than one suspension, the following will apply: 3. Suspension for abusive or disruptive behavior. Disruptive or abusive behavior endangers passengers, drivers, and the GAP staff. Disruptive behavior includes, but is not limited to: Circumstances that are beyond your control. Examples of situations not within the passengers control may include, but are not limited to:

If an investigation reveals your disruptive behavior is due to a disability and is beyond your control, your service may not be suspended. However, Apple Country Transit may require you to travel with a Personal Care Assistant (PCA). If your PCA cannot help you to control your behavior, and/or a safety problem continues to exist, your service may be disallowed.

Appeals Process

If you are not in agreement with a decision made by Apple Country Transit regarding eligibility or a suspension, you should get in touch with the Apple Country Transit Director at 698-8571 for an administrative hearing. If you are still dissatisfied after an informal hearing, you can file a written appeal with the ADA Coordinator. An appointed panel of transportation officials, medical/disability professionals, and rider representatives (2-ADA Committee members) will review the circumstances of your suspension. The appeals process will be carried out in accordance with ADA regulations.

An explanation of the appeals process is listed below:

NOTE: If you are appealing a suspension based on an illegal, seriously disruptive, or violent behavior, you may not ride until the Appeals Panel reviews and makes a decision on your suspension. Guidelines for Requesting/Holding an Appeal Hearing

Requirements:

  1. An individual must request an appeal within 60 calendar days of the denial of their initial application or suspension.
  2. An individual must have an opportunity to be heard in person to present information and arguments.
  3. There must be a “separation of function” between those involved in the initial determination and those deciding appeals.
  4. Written notification of the appeal decision, stating the reasons for the finding, must be provided.
  5. Presumptive eligibility must be granted to the individual if a decision is not made within 30 days of the completion of the appeals process.
Process:
  1. Written appeal is submitted to ADA Coordinator, who schedules the appeal hearing.
  2. At appeals hearing: introductions of panel members, passenger and presiding member(s).
  3. An explanation of conflict of interest, should an individual have a professional or personal relationship with a decision-maker, shall be addressed.
  4. An explanation of the appeal policy and the applicant’s rights to ensure that there is a clear understanding of process.
  5. The basis on which decisions will be reached (e.g., majority vote, etc.).
  6. A brief overview of eligibility/suspension policy to ensure that the applicant/passenger has a clear understanding of key issues such as the functional nature and trip-by-trip nature of ADA paratransit eligibility.
  7. A summary of initial determination/suspension findings and the informal review findings.
  8. An opportunity for the applicant and/or his/her representative to provide additional information or dispute the initial determination/suspension findings.
  9. An opportunity for the hearing officer or panel members to ask the applicant or his/her representative questions and other persons involved.
  10. Appeals panel deliberates and makes a decision on course of action, with written decision concerning the appeal so that the applicant clearly understands what will happen following the hearing.
  11. Reinstatement of services or eligibility or denials/suspensions upheld.