Accessible Services

This page provides information regarding the accessibility of VTA’s transit system. For information regarding the accessibility features built into this web site, please see the access instructions page.

 Bus and Light Rail Service
         Mobility Devices
 Caltrain Service
 Regional Transit Connection (RTC) Discount Program
 Paratransit Service
         Eligibility
         Enrollment
         Appeal Process
         Service Area
         Service Days and Hours
         Fares
         Special Services and Fares
         Number of Trips Provided
         Trip Reservations
         OUTREACH Customer Service

Accessible Bus and Light Rail Service

One of VTA's top priorities is to provide mobility and access for all of our customers. All buses are equipped with lifts or ramps to make boarding easier for persons who use wheelchairs or mobility devices or for anyone who may have difficulty negotiating steps. Light Rail stations provide level boarding; there are no steps required to get on board a Light Rail train. Bus operators are always available to provide boarding assistance.

VTA Buses and Light Rail vehicles have priority seating available near the front of the vehicle as an added convenience for individuals with limited abilities. Operator and automatic announcements, large print, visual display boards for persons with hearing impairments, and tactile signage for persons with visual impairments provide information throughout VTA Bus and Light Rail services.

With these bus and light rail features, access for individuals with disabilities has been greatly improved.

Travel Training:

For  personalized travel training assistance on VTA bus and light rail services, call VTA Customer Services Department at 408-321-2300, or TTY (408) 321-2330 for assistance.

Mobility Device Securement: 

All mobility devices must be secured on VTA buses. VTA also recommends, but does not require, the use of lap belts and shoulder harnesses. More information regarding Mobility Device Securement can be obtained by calling the VTA Customer Services Department at 408-321-2300, or TTY (408) 321-2330 for assistance.

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Accessible Caltrain Service

At designated stations, Caltrain passengers who use wheelchairs or mobility devices or anyone who may have difficulty negotiating steps can board trains at the second car from the north, marked with the blue international disabled symbol. The platform boarding position is marked with the same symbol. Each train can accommodate two wheelchairs/mobility devices.

Passengers with disabilities who require assistance to board Caltrain are advised to wait on the blue square with the international disabled symbol on the station’s platform or to sit on the bench in the adjoining shelter to alert train conductors of the need for assistance. 

Call Caltrain at (800) 660-4287 for its accessibility brochure or visit Caltrain’s accessibility web page for more information.

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Regional Transit Connection (RTC) Discount Program

The Regional Transit Connection Discount Card program provides a convenient way for seniors or customers with disabilities to quickly demonstrate their eligibility for a fare discount. With a RTC Discount Card, persons with qualifying disabilities and senior citizens (65 years old or older) are entitled to a reduced fare on fixed-route bus, rail and ferry systems throughout the San Francisco Bay Area. The RTC Discount card costs $3.00 and is good up to three years.

Click here for RTC Discount Card description and eligibility requirements.

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Paratransit Service

New Changes to Paratransit Starting October 1, 2009

Paratransit Service

Note: Please read the ADA Paratransit Rider’s Guide that is linked below for more detail about any of the information presented about paratransit service at vta.org.

VTA offers specialized accessible paratransit services to individuals who are prevented from independently getting to or riding upon VTA's accessible bus and light rail services as a result of their disabilities specified in Americans with Disabilities Act regulations at Title 49 Code of Federal Regulations (CFR) Part 37.

VTA's Paratransit Program is operated under contract with OUTREACH, a private, non-profit paratransit broker.

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Eligibility

Service is provided to persons whose temporary or permanent disabilities prevent their independent use of bus or light rail facilities and vehicles. Eligibility is based upon a functional inability to use the bus or light rail system, some or all of the time. Eligibility is not based on age, economic condition, or inability to drive an automobile. Please note that having a medical condition or a disability does not automatically qualify you for ADA eligibility.

Paratransit service may also be used by eligible customers for connection with bus and light rail services. This applies to persons who are able to use bus and light rail services, but whose disabilities prevent independent travel to or from bus and light rail stops.

Eligibility for paratransit service is based on the following criteria established by the Americans with Disabilities Act (ADA). VTA partners with OUTREACH to determine eligibility based on these ADA paratransit eligibility standards found at Title 49 CFR Part 37 Section 37.123 (e):

Category 1- Any person with a disability who is unable to board, ride, or disembark from an accessible vehicle without the assistance of another person (except for the operator of a lift or other boarding device).

Category 2- Any person with a disability who needs the assistance of a lift or ramp to board, ride or disembark from an accessible vehicle and an accommodating vehicle is not available or key stations have not been made accessible.

Category 3- Any person with a disability who has a specific impairment-related condition that prevents the person from traveling to or from a boarding and disembarking location.

Paratransit services are provided to eligible individuals who may have either a temporary or permanent disability.

Working animals may accompany customers at no additional charge.

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Enrollment

Please contact OUTREACH at (408) 436-2865 or (408) 436-0155 TTY Monday through Friday between 8:00 am and 5:00 pm or VTA Customer Service at (408) 321-2300, TTY call (408) 321-2330, to request an application. An informational brochure and application will be sent to you. You may also download the brochure and application:

Click here to view the brochure in standard HTML format
Click here to view the application in standard HTML format
Click here to view the brochure in Microsoft Word format
Click here to view the application in Microsoft Word format
Click here to view the Paratransit Rider's Guide in standard HTML format
Click here to view the Paratransit Rider's Guide in Microsoft Word format

Please read the brochure to understand the eligibility requirements before completing the Personal Data Form application. Mail or fax the application form to OUTREACH. OUTREACH will call applicants to schedule a telephone interview. Your cooperation is appreciated.

Visitor use of OUTREACH

Residents of the San Francisco Bay Region who visit Santa Clara County and want to use OUTREACH paratransit must first apply for paratransit service eligibility with their home area transit operator. Once this has been done, paratransit eligible regional visitors may contact OUTREACH to schedule trips. OUTREACH staff will advise visitors regarding arrangements for payment of applicable fares.

Visitors from outside the San Francisco Bay Region must contact OUTREACH to provide documentation of paratransit eligibility certification from a public transit operator outside of the San Francisco Bay Region. To inquire about visitor paratransit eligibility, contact OUTREACH at (408) 436-2865 or (408) 436-0155 TTY Monday through Friday between 8:00 am and 5:00 pm; on weekends, contact OUTREACH at (408) 436-4860. Visitors from outside the San Francisco Bay Region are advised to contact OUTREACH prior to making their visits to the Santa Clara County area to allow time for their visitor eligibility to be arranged.

Visitors from outside the San Francisco Bay Region may only use OUTREACH paratransit service for 21 days of service within a one-year period. Non Bay Area visitors who plan to be in the area for more than 21 days during a one-year period should contact OUTREACH to request an application for ADA paratransit eligibility within Santa Clara County.

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Appeal Process

Applicants who are denied eligibility will be notified in writing within 21 days of completion of their eligibility certification evaluation. Applicants have 60 days from the date of written denial to request an appeal.

Applicants who appeal their eligibility denials have a right to be heard in-person and to present additional information as part of an administrative review of the appeal. Administrative reviews may include an in-person functional assessment conducted for each appeal by the third party not affiliated with the eligibility certification team.

If a decision has not been made within 30 days of the administrative review, the applicant will be granted eligibility to use paratransit services until the administrative review team has sent a decision about their eligibility.

Appeal decisions will be in writing and will be final.

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Service Area

OUTREACH paratransit service is provided to eligible persons within ¾ of a mile of VTA bus and light rail service at times and on days these services are running. OUTREACH will inform customers whether their pick-up or destination points are within the service area.

An extended service area premium trip option is available for paratransit customers needing to travel up to 1 mile beyond the paratransit service area. Extended paratransit service area trips are provided at a fare of $16 each way.

Service outside the county is provided to the Fremont BART Station at the standard $4 fare as VTA provides bus service to this station. Service to the Menlo Park Caltrain station is provided at the premium extended service area fare because this station is located within VTA’s extended paratransit service area.

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Service Days and Hours

Paratransit sedans, taxis and accessible vans operate within ¾ of a mile of VTA bus and light rail service at times and on days these services are running. Call OUTREACH for additional information about paratransit service hours.

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Fares

The fare for a regular one-way paratransit trip is established at twice the one-way adult cash fare of VTA's fixed-route bus and light rail services.

A personal care attendant is someone who must travel with the customer, specifically for the purpose of helping the customer meet his or her travel needs. A customer's eligibility to travel with a personal care attendant is determined at the time of enrollment. A companion is simply a friend or family member who accompanies the customer on the trip.

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Special Services and Fares

Same-Day Service

OUTREACH offers Same-Day paratransit service on a space-available basis. Same-Day service can be requested by calling OUTREACH Day Of Service Department between the hours of 8:00 am and 4:00 pm. A fare of $16 is charged for each same-day trip.

Open Returns

Open Return Trips allow customers to make reservations without a specific time for their return trip. On the day of service, customers can call when they are ready for their return trips. The following conditions apply to the use of this premium service:

• Open Return Trips are provided on a space available basis only at a fare of $16
• 1 open return can be reserved per day
• Pick-up will occur within 90-minutes after a request for an Open Return Trip is made to the OUTREACH Day Of Service Department
• Open Return Trips must be requested by 6:30 PM
• Open Return Trips must be performed by 8:00 PM
• Customers cannot reserve a fixed pick-up and an Open Return for same trip
• Open Return Trips are not available for pickups at residences or for subscription trips

Second Vehicles

OUTREACH will send a second vehicle upon request if a customer could not be located for their return trip or was not ready for pick-up at the scheduled time. A fare of $16 is charged to the customer for this service. The service prevents customers from becoming stranded in the community.

Subscription Service

Subscription service may be requested for passengers who schedule trips on a routine basis. With subscription service, passengers only have to call once to schedule a recurring ride.

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Number of Trips Provided

There is no limit on the number of trips an eligible customer may take.

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Trip Reservations

All trip requests, except same-day service, must be made by calling the OUTREACH Scheduling Office between 8:00 am - 5:00 pm. Trips may be requested by 5:00 pm for service needed the next day. Trips may also be scheduled up to a maximum of seven days in advance. Reservation lines are open 7 days a week.

Note: The application process must be completed and customers must be certified as eligible for paratransit service before trips may be scheduled.

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OUTREACH Customer Services

Or Write: OUTREACH 926 Rock Avenue, Ste. 10, San Jose, CA 95131
Email: Admin@Outreach1.org

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