Accessible Services
This page provides information regarding accessible services of VTA transit systems. For information regarding the accessibility features built into this web site, please see the access instructions page.
 Accessible Service Advisor
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 Service Advisor
VTA has an Accessible Service Advisor who is available to present information on transit services for seniors and persons with disabilities. The Advisor can visit community facilities or programs and conduct group information exchange sessions. If you are interested, please call (408) 321-7067.
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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 also provide level boarding, meaning that there are no steps required to get on board, or offer ramps for boarding assistance. 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 by individuals with disabilities has been greatly improved.
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Accessible Caltrain Service
At designated stations, wheelchair users can board the second car from the north, marked with the blue international disabled symbol. The platform boarding position will be marked with the same symbol. Each train can accommodate two wheelchairs. Call Caltrain at (800) 660-4287 for its accessibility brochure or for more information.
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Regional Transit Connection (RTC) Discount Program
The purpose of the Regional Transit Connection Discount Card program is to provide a convenient way for customers to quickly demonstrate their eligibility for a Senior/Disabled discount. With a RTC Discount Card, persons with qualifying disabilities and senior citizens (65 or over) 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
Paratransit Service
If an individual's disability prevents independent access to, and use of VTA's accessible bus and light rail services, then VTA offers specialized accessible paratransit services to those eligible, as specified in the Americans with Disabilities Act. (Appendix 49 CFR37.123)
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 (Appendix 49 CFR37.123):
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) 328- 0474 TDD Monday through Friday between 8:00 am and 5:00 pm or VTA Customer Service at (408) 321-2300, TDD 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 and calling OUTREACH to schedule a telephone interview. Your cooperation is appreciated.
Residents of the San Francisco Bay Region, who reside in a city outside of Santa Clara County but within the San Francisco Bay Region, must first apply for paratransit service eligibility with the transit operator who provides service in their home area. Once this has been done, eligible participants may use OUTREACH paratransit service by contacting their local paratransit service provider who will assist in making connections with OUTREACH. A customer may then contact OUTREACH directly to schedule the trip and make arrangements for payment of applicable fares.
Residents from outside the San Francisco Bay Region may contact OUTREACH to register and will need to provide OUTREACH with documentation of certification that you have been certified for paratransit eligibility by a public transit operator outside of the San Francisco Bay Region. To inquire about available services, contact OUTREACH at (408) 436-2865 or (408) 328- 0474 TDD Monday through Friday between 8:00 am and 5:00 pm; on weekends, contact OUTREACH at (408) 436-4860. Visitors are limited to 21 days of service within a one-year period. Visitors who plan to be in the area more frequently, should contact OUTREACH to request an application and apply for eligibility locally.
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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
Paratransit service is provided to eligible persons within Santa Clara County. OUTREACH will inform you whether your pick-up or destination point is within the service area. Service outside the county is provided to the Fremont BART Station, and the Menlo Park Caltrain station.
Service will continue to be provided throughout Santa Clara County, but the Service Area Surcharge of $7.00 will be applied to each trip that originates and/or terminates outside of the Paratransit Service Area, which is defined by a ¾ mile corridor around VTA bus routes and light rail stations, based on peak bus and light rail service hours. The Service Area Surcharge will be added to the regular cost of such trips. Once the new paratransit service area is implemented, OUTREACH schedulers will inform customers which trips include a Service Area Surcharge. Customers who live outside of the service area will be subject to the Service Area Surcharge for all trips to or from their residence.
The Service Area Surcharge is deferred for pick-ups and destinations in the Gilroy, San Martin and Morgan Hill area until July 1, 2007.
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Service Days and Hours
Sedans, Taxis and accessible vans currently operate seven days a week, 5:00 am - 2:00 am, throughout Santa Clara County. Call Outreach for additional information on the 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.
All regular One-Way trips within the Paratransit Service Area are $3.50 regardless of distance. Personal care attendants ride at no charge. There is an additional charge of $3.50 per trip for customers who travel with a companion. A fare of $3.50 is charged to customers who do not cancel their trips and are "no-shows."
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
VTA and OUTREACH offer a Same-day Service on a space-available basis.. Call OUTREACH between the hours of 8:00 am and 4:00 pm to request a same-day trip. A fare of $14.00 is charged to customers for each same-day trip. .
Open Returns
VTA and OUTREACH also offer Open-Return trips. An open-return is suggested when a customer can not exactly determine the time for a requested pick-up to return home, (e.g., following a doctor appointment). A fare of $7.00 is charged to the customer and the request for an open-return must be made when scheduling the ride. Once scheduled, the customer calls from the pick-up location when ready for pick-up, and a vehicle is dispatched.
VTA and OUTREACH will send a second vehicle if the customer could not be located for their return trip or was not ready for pick-up at the scheduled time. A fare of $17.50 is charged to the customer for this service, which is designed to prevent 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 in advance.* Trip requests may be made a minimum of one day in advance and a maximum of fourteen days in advance by calling OUTREACH. Reservation lines are open 8:00 am - 5:00 pm, 7 days a week.
* Before making reservations for a trip, the application process must be completed and customers must be certified as eligible for paratransit service.
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OUTREACH Customer Services
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Hours of Service - Weekdays:
Enrollment Information:
Teleprinter for the Hearing Impaired:
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8:00 am- 5:00 pm
(408) 436-2865 or (800) 400-3440
(408) 436-0155
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Or Write: OUTREACH 926 Rock Avenue, Ste. 10, San Jose, CA 95131
Email: Admin@Outreach1.org
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Rider's Links 
