Paratransit Rider's Guide

INTRODUCTION

As required by the Americans with Disabilities Act (ADA), Santa Clara Valley Transportation Authority (VTA) provides paratransit services to individuals whose disability prevents their independent use of VTA bus and light rail services.

ADA Paratransit services are provided by OUTREACH under contract with VTA. As VTA’s paratransit broker, OUTREACH schedules and manages services delivered to eligible customers through contracts with sedan, accessible van, and taxi service providers.

Contacting OUTREACH
Getting Started
Scheduling Paratransit Services
Overview of Paratransit Services
Summary of Fares and Service Charges
Other Services, Information, and Policies
Quality Assurance
VTA Accessible Bus and Light Rail Services

CONTACTING OUTREACH

Address and Telephone Numbers

OUTREACH
926 Rock Ave, Suite 10
San Jose, CA 95131

General Administration & Customer Service: (408) 436-2865
Fax: (408) 382-0470
TDD: (408) 436-0155

Scheduling Department

San Jose, Santa Clara, Sunnyvale, Cupertino, Campbell, Milpitas, Los Gatos, Saratoga, and Monte Sereno: (408) 436-4860

Palo Alto, Mountain View, Los Altos, and Los Altos Hills: (650) 988-9860

Gilroy, Morgan Hill, and San Martin: (800) 400-6222

TDD: (408) 436-0155

Dispatch Department - Cancellations, Open Returns, Late Vehicles

Toll-Free: (800) 400-3440

TDD: (408) 436-0155

Online Access

Website: www.outreach1.org
E-mail:   transp@outreach1.org

Business Hours

OUTREACH's Scheduling Department is open from 8:00 AM to 5:00 PM,
7 days a week, 365 days a year.

OUTREACH's Dispatch Department is open from 5:00 AM to 10:00 PM, 7 days a week, 365 days a year.

OUTREACH Administrative and Customer Service Departments are open from 8:00 AM to 5:00 PM, Monday through Friday. These departments are closed on weekends and major holidays.

Call 911 For Emergencies

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GETTING STARTED

Before You Schedule Your First Trip

Customers are encouraged to make an initial deposit into their OUTREACH account by sending a check or money order, with their ID number, payable to OUTREACH at the following address:

OUTREACH

Customer Account Department
926 Rock Ave, Suite 10
San Jose, CA 95131

Or, customers who are interested in using a VISA or MasterCard to make a deposit to their account may call the OUTREACH Customer Account Department at (408) 436-2865, or TDD at (408) 436-0155.

An initial deposit of $25.00 is recommended.

Maintaining Your Account

Money in each customer’s personal OUTREACH account will be used to cover the cost of each trip provided. (See Summary of Fares and Service Charges on page 12). Thus, to ensure continued availability of services, customers must maintain their accounts. Customers may not schedule any trips, or revise any trips that are already scheduled, once a negative account balance of $15.00 has been reached. This policy applies to all customer trips regardless of trip purpose.

OUTREACH schedulers will provide account balance information during each scheduling call.

SCHEDULING PARATRANSIT SERVICES

To Schedule a Paratransit Trip

To schedule service, customers call the Scheduling Department for their city during Scheduling Department business hours. (See Contacting OUTREACH on page 4.)

Paratransit trips may be scheduled from 1 to 14 days in advance. Paratransit trips may be scheduled between 8:00 AM and 5:00 PM for service the next day.

Customers may schedule multiple trips with one call. OUTREACH schedulers may negotiate the pick-up time with customers and schedule trips during a one-hour period before a customer's desired pick-up time.

Please note that, to minimize delays for other customers waiting to schedule trips, the number of trips that may be scheduled per call may be limited to 4 trips per ID number during periods of high telephone activity. However, there is no limit on the number of next-day trips that may be scheduled.

Customers should be prepared to provide the following information when they call to schedule a paratransit trip:

• OUTREACH identification number
• The date and requested time of the pick-up and time of the return trip
• The exact name and address (including suite number, if known) of the pick-up and drop-off locations (including return trip information). If the customer’s home address or destination is difficult to find, special driving instructions should be provided when a trip is scheduled.
• Customers should also inform the scheduler if they will be traveling with a mobility device, a Personal Care Attendant, Companion or Service Animal.

If the arrival time of a customer's trip is of primary importance, such as for a trip to work or an appointment, the customer is advised to schedule the trip to arrive early at the destination.

Scheduled drop-off and pick-up times must be at least 30-minutes apart. OUTREACH Service Providers are not able to drop-off and then wait for a customer at a location.

Scheduling a Return Trip

A return trip may be pre-scheduled at a specific time, with a 30-minute pick-up window, or the return time may be left “open”.    Please see Page 10 for information about Open Returns.

If a pick-up location for a pre-scheduled return trip needs to be changed, customers must inform OUTREACH Dispatch Office staff prior to the start of their scheduled 30-minute pick-up window.

Changes to pick-up locations are limited to locations at facilities, to nearby addresses, or to locations across the street from where the scheduled pick-up was arranged.

Canceling a Trip

Customers must call the OUTREACH Scheduling Department at least 2 hours prior to the beginning of the 30-minute pick-up window to cancel a previously scheduled trip between 8:00 AM and 5:00 PM seven days a week. 

Trips that are cancelled with less than 2 hours notice will be considered a No-Show. Trips that are cancelled at the pick-up time (i.e., at the door) or missed by the customer will result in a No-Show service charge. (See Paratransit Trip Fare Table on page 12.)

To cancel a trip with a pick-up window scheduled to begin in less than 2 hours, customers must call the OUTREACH Dispatch Department (open 5:00 AM to 10:00 PM). For pick-ups scheduled between 10:00 PM and 2:00 AM, customers will be provided with an alternate telephone number to call if there is a need to cancel.

Automated Trip Confirmation and Cancellation Option

Customers may confirm and cancel their trips 24 hours a day without talking to an OUTREACH telephone representative by using OUTREACH's Automated Telephone System.

Customers may use voice commands or use their touch-tone telephone keypad to access the features of the Automated Telephone System.

When calls to OUTREACH are answered by the Automated Telephone System, customers will be asked first to select their language:

For English: Press 1 or say "English"

For Spanish: Press 2 or say "Spanish" or

For Vietnamese: Press 3 or say “Vietnamese

After selecting one of the three languages, customers will be directed to the main menu in that language. If a different language is required, customers should press 0 and select between the Scheduling, Dispatch, or Customer Services Departments.

The following is a listing of the Automated Telephone System's Main Menu:

• To schedule a trip: press 1 or say "1"
• To confirm or cancel a trip: press 2 or say "2"
• To report a late vehicle: press 3 or say "3"
• To request a ride for today: press 4 or say "4"
• To request customer service: press 5 or say "5"
• To request other information: press 6 or say "6"
• To change the talk speed or volume: press 7 or say "7" or
• To return to the Main Menu: press 9, or say "9"

Customers using the Automated Telephone System may say “Repeat” or press (*) if they need to listen to the Main Menu again. To talk to a Scheduling or Dispatch representative, customers should press 0, or say "Agent" at any time during their telephone call.

To cancel or confirm a trip, customers will be asked for their user ID number and their password. A customer's user ID number is their OUTREACH customer ID number. For customer convenience, ID numbers are also used as Automated Telephone System passwords.

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OVERVIEW OF PARATRANSIT SERVICES

VTA’s ADA Paratransit Service Area

The ADA paratransit service area is a ¾-mile corridor around VTA bus routes and light rail stations. This area includes most of Santa Clara County and may include small portions of adjacent counties served by VTA bus routes.

Services within Santa Clara County to or from locations outside of the ADA Paratransit Service Area, will result in a Service Area Surcharge. (See Service Area Surcharge on page 11.) OUTREACH schedulers will inform customers which trips include a Service Area Surcharge.

Inter-County Services

For travel to destinations in adjacent counties, beyond the ADA Paratransit Service Area, customers may arrange a transfer to the paratransit operator in the adjacent county.

For trips to San Mateo County, contact Redi-Wheels at (650) 508-6241, or TDD at (650) 482-9366. The recommended transfer point is Stanford Medical Center.

For trips to Alameda County or Contra Costa County, contact the East Bay Paratransit Consortium at (510) 287-5000, or TDD at (510) 287-5065. The recommended transfer point is the Fremont BART Station.

Service Hours

Paratransit service is provided between 5:00 AM to 2:00 AM, 7 days a week, 365 days a year within the ADA Paratransit Service Area. Twenty-four hour service may be available along certain VTA bus and light rail corridors.   Outreach Schedulers will inform let you know if destinations can be served beyond the hours of 5:00 AM to 2:00 AM.

30-Minute Pick-Up Window

All regular One-Way Trips shall be scheduled with a 30-minute pick-up window. An OUTREACH vehicle may arrive any time within the 30-minute window. Customers are not required to leave if the vehicle assigned to transport them arrives before the start of the scheduled 30-minute pick-up window. However, all customers must be ready to depart at the start of their pick-up window. Drivers will wait for 5-minutes after they arrive within a customer's scheduled pick-up window and may depart thereafter if the customer is not ready.

The OUTREACH vehicle is considered late if it does not arrive within 10 minutes after the scheduled pick-up window.

On-Board Travel Times

For customers scheduling trips with direct travel times of up to 45 minutes, the planned on-board travel time may be up to one hour. For customers scheduling trips with direct travel times longer than 45 minutes, the planned on-board travel time may be 90 minutes or more.

Due to uncontrollable circumstances, customer travel time may exceed the planned schedule.

Late Vehicles

If a vehicle has not arrived by the end of a customer's scheduled 30-minute pick-up window, the customer should call the OUTREACH Dispatch Department (open 5:00 AM to 10:00 PM) to report a late vehicle and to get an estimated arrival time. For pick-ups between 10:00 PM and 2:00 AM, customers will be provided with an alternate telephone number in the event there is a need to report a late vehicle.

OUTREACH monitors on-time performance closely and will make every effort to deliver service in a timely manner. However, operational problems are occasionally experienced, and the customer’s patience is appreciated.

No-Shows and Service Suspensions

If a trip is not canceled with adequate notice, or the vehicle arrives at the pick-up location and the trip is subsequently canceled, customers will be considered a No-Show (failure to cancel a scheduled ride). A No-Show will be logged on the customer's record if:

• The trip is canceled with less than two hours notice.
• The driver arrives to pick up the customer and the customer subsequently cancels the ride.
• A customer is not ready to depart when the vehicle arrives for pick-up.
• A customer cannot be located at the scheduled pick-up location at the scheduled time.

If three No-Shows are accumulated in a calendar quarter, paratransit service may be suspended. The calendar quarters are as follows: January 1 – March 31; April 1 – June 30; July 1 – September 30; and   October 1 – December 31.

Premium Services

The premium services listed below exceed the service requirements of the ADA and are provided as a convenience to OUTREACH customers at higher fares than the fare paid for a standard one-way paratransit trip.

Open Returns

Open Return paratransit trips are provided as a premium customer service option for two times the regular One-Way Trip fare.   Open Return trip vehicles will not be dispatched to provide a trip until a customer contacts the OUTREACH Dispatch Office.  A customer may contact the OUTREACH Dispatch Office before 11:00 PM to request the Open Return. If a customer does not contact the OUTREACH Dispatch Office before 11:00 PM, the Open Return is automatically cancelled after 11:00 PM. 

The OUTREACH vehicle may arrive any time between 5 minutes and 1 hour 15 minutes after the call to OUTREACH Dispatch is made. Customers must be ready to leave when the vehicle arrives.

Open Returns cannot be used for a pick-up from the customer's residence and cannot be used for Subscription Service return trips.

The fare for an Open Return is two times the regular One-Way Trip fare.

If a pick-up location for an Open Return trip needs to be changed, customers must inform OUTREACH Dispatch Office staff when calling for an Open Return.

Same-Day Service

Same-Day paratransit service is provided as a premium customer service option for four times the regular One-Way Trip fare. Additional charges apply for Same-Day Trip Companions and Service Charges.

Same-Day trips will be provided on a space-available basis to customers with positive account balances by calling the OUTREACH Dispatch Office between the hours of 8:00 AM and 4:00 PM.   Please allow up to 3 hours for pick-up.

Requesting a Second Vehicle

Second Vehicle paratransit service is provided as a premium customer service option for five times the regular One-Way Trip fare only when a scheduled return ride is missed and the customer is stranded in the community.

Second vehicles will not be sent to pick up a customer if a trip is missed with a scheduled pick-up at the customer's residence. Please allow up to 2 hours for pick-up.

Service Area Surcharge

A Service Area Surcharge of 2 times the One-Way Trip fare will be established for each trip that originates and/or terminates within Santa Clara County, but outside the ADA Paratransit Service Area. The Service Area Surcharge will be added to the regular cost of such trips. Customers who live outside of the ADA Paratransit Service Area will be subject to the Service Area Surcharge for all trips to or from their residence.

The Service Area Surcharge has been deferred until July 1, 2007 for the Gilroy, San Martin, and Morgan Hill area.*

Subscription Service

Subscription service is provided to customers who request routine trips to the same destination on a regular schedule (i.e., going to school, work, or medical appointments). Customers need only call once to schedule a recurring trip. OUTREACH will schedule the trip on a continuing basis until the request is terminated. Occasionally, a waiting list is developed and subscription service is not immediately provided. This service is not required by the ADA and, thus, is a premium service. However, no additional charge is added to the regular fare for this service.

Customers may only make changes to subscription reservations once in a 3-month period. Open Returns cannot be used on Subscription Service.

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SUMMARY OF FARES AND SERVICE CHARGES

Fares For Paratransit Trips (Effective January 1, 2005)

The regular paratransit One-Way Trip fare is $3.50, or two times the Adult Base Fare for VTA bus and light rail services. All other fares and service charges are a multiple of the regular paratransit One-Way Trip fare as follows:

Paratransit Trip Fare Table

*The Service Area Surcharge is currently deferred for the Gilroy, San Martin, and Morgan Hill area until July 1, 2007.

** The Door-to-Door Surcharge is deferred until July 1, 2007.

Personal Care Attendants and Service Animals may accompany an eligible customer at no additional charge. 

Eco Pass Program

Paratransit eligible employees working at companies that participate in VTA’s Employer Eco Pass Program pay ½ the fare for a regular paratransit One-Way Trip. There are no discounts under this program for any other OUTREACH services. Eligible participants must first inform OUTREACH Customer Service their employer is an Eco Pass participant.

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OTHER SERVICES, INFORMATION, AND POLICIES

Personal Care Attendants

A Personal Care Attendant (PCA) is someone whose services or presence is required by the customer to meet his or her personal needs or to assist in traveling.

The need for a PCA shall be documented during the eligibility certification process. Customers should inform the scheduler when they will be traveling with a PCA to ensure an extra seat is scheduled on the OUTREACH vehicle. PCAs must have the same pick-up and drop-off locations as the customer.

There is no additional charge for a PCA.

Companions

A Companion is a friend, relative, or other person who accompanies an OUTREACH customer on a trip who is not a personal care attendant.

Customers shall inform the scheduler when they will be traveling with a companion to ensure an extra seat is scheduled on the OUTREACH vehicle. Companions must have the same pick-up and drop-off locations as the customer.

Service Animals

Service Animals may travel on paratransit vehicles to provide assistance to individuals with disabilities, subject to the following conditions:

• Service Animals must remain on a leash and under full control of the owner at all times.
• Service Animals must not misbehave (e.g., soiling the vehicle or growling at or harassing customers, the operator, or other Service Animals).
• Service Animals should generally remain in a down or sit position. Service Animals may not block the aisle of the vehicle.
• Service Animals shall not occupy vehicle seats unless space limitations prevent the Service Animal from remaining off the seat.

Customers should inform the scheduler when they will be traveling with a service animal to ensure sufficient room on the OUTREACH vehicle.

Pets

Customers may also travel with a pet, in an approved cage and under the control of the customer at all times.

Mobility Devices

Customers may use wheelchairs, canes, walkers, and other common mobility devices on paratransit vehicles.

Wheelchairs must meet the ADA definition of a "common" wheelchair or mobility device. A common wheelchair is a mobility aid belonging to any class of three- or four-wheeled devices, usable indoors, designed for and used by individuals with mobility impairments, whether operated manually or powered.

• A maximum of 48 inches in length measured at 2 inches above the surface of the platform.
• A maximum of 30 inches in width measured at 2 inches above the surface of the platform.
• A maximum of 600 pounds when occupied.

Note: Customers with concerns about the size of their mobility devices and whether the device will fit on board OUTREACH vehicles may call OUTREACH Customer Service staff to arrange to have an OUTREACH staff member measure the device.

Mobility Devices and Customer Safety

• Customers who are transferable are able to move from their mobility device to the seat of the vehicle and back with a minimum of assistance. A minimum of assistance is defined as a driver extending an arm or stabilizing the mobility device while the customer moves in and out of the device. Drivers are prohibited from lifting or carrying customers.
• For safety reasons, customers using three-wheel scooters are strongly encouraged to transfer out of their scooter into the seat of the paratransit vehicle whenever possible.
• Service Providers cannot transport mobility devices that are broken or damaged to the extent they pose an immediate safety threat.
• Drivers cannot assist customers who use mobility devices up or down steps or other obstructions over five eighths (5/8) of an inch in height. A ramp must be available or the customer must have someone available at the pick-up and drop-off location to provide assistance negotiating obstacles.

Miscellaneous Medical Equipment

Customers may travel with oxygen tanks and respirators when using paratransit service. For safety reasons, oxygen tanks and respirators must be secured to prevent oxygen tanks from falling or becoming dislodged and striking other objects or customers in the vehicle.

Packages on Paratransit Vehicles

Customers may bring up to three grocery bags or the equivalent onboard a paratransit vehicle. Equivalent items may be bags, packages, or suitcases.

Replacement ID Cards

To receive more information about obtaining a replacement ID Card, contact OUTREACH Customer Service. There is an $8 fee for replacement cards, and the number of replacement cards issued may be limited.

General Policies

• Drivers are required to transport customers to the pre-scheduled destination indicated on the driver's trip schedule. Drivers are not allowed to make any destination changes.
• Drivers are prohibited from entering a customer’s residence for any reason.   Drivers may not request that customers pay them a tip for the service that they provide.
• Customers should carry their OUTREACH identification cards with them when using ADA paratransit service.  Drivers may check customer OUTREACH identification cards.
• Customers are required to wear seatbelts while on paratransit vehicles. Drivers will assist with seat belts.
• Smoking, eating, or drinking is NOT allowed while onboard an ADA paratransit vehicle.
• Riding paratransit vehicles under the influence of alcohol or illegal drugs is prohibited.
• Radios, cassette or disc players are not permitted to be played aloud while onboard an ADA paratransit vehicle.
• Customers shall NOT bring explosives, flammable liquids, acids, or other hazardous materials onboard an ADA paratransit vehicle.
• Customers traveling with a child who needs a car seat must supply the child’s car seat. Customers are responsible for securing the car seat into the vehicle and for its removal.

Seriously Disruptive Behavior

ADA regulations allow paratransit service to be denied to customers who engage in violent, illegal, or seriously disruptive behavior. Seriously disruptive behavior can include the following:

• Getting out of a seat while a paratransit vehicle is in motion.
• Leaving a paratransit vehicle while it is parked to pick-up or drop-off another customer.
• Disturbing a paratransit vehicle operator while the operator is driving.
• Disturbing other customers.
• Refusing to wear a seatbelt or refusing to exit the vehicle.
• Violent behavior.
• Physically or verbally threatening vehicle operator or other customers.
• Engaging in conduct or activity that is a danger to the customer, other customers, or the driver.
• Smoking while onboard a paratransit vehicle.
• Damaging or destroying vehicle equipment.

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QUALITY ASSURANCE

Service Satisfaction

The goal of OUTREACH is customer satisfaction. If a customer has a compliment, suggestion, or would like to file a complaint regarding any aspect of paratransit service, the customer should call OUTREACH Customer Service at (408) 436-2865 or at (408) 436-0155 (TDD).

Compliments

If any staff associated with providing paratransit service has been particularly helpful, or has gone out of their way to provide assistance, contact OUTREACH so a notice of commendation can be issued.

Complaints

Customers should file a complaint any time that the service is not satisfactory, safe, or secure. Complaints must be filed with OUTREACH Customer Service, not the Service Provider. Complaints may be filed in writing or by telephone by calling OUTREACH's Customer Service office.

If you leave a message using the voice mail system, please leave your full name and OUTREACH customer identification number.

To assist with the investigation, file the complaint as soon as possible. When filing a complaint, customers will be asked to provide:

• Their OUTREACH customer identification number.
• The exact date and time of the trip.
• The description of the incident.
• The address of the pick-up location or destination.

All complaints are taken seriously and every effort is made to resolve complaints in a timely manner. When a complaint is filed, a tracking number is assigned and is provided to the customer for future reference.

If a customer believes that OUTREACH has not responded appropriately to a complaint, customers may call VTA Accessible Services at (408) 952-4249, TDD (408) 321-2330 for assistance.

Any person with a disability who believes that he/she has been discriminated against in any of VTA’s transportation services is encouraged to contact the Human Resources Manager of VTA’s Office of Civil Rights and Employee Relations at (408) 321-5571 or (408) 321-2330 (TDD) for assistance or to file a complaint.

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VTA ACCESSIBLE BUS AND LIGHT RAIL SERVICES

Remember:  Customers who are able to take some trips by bus and light rail will receive a paratransit photo ID card.  The paratransit photo ID card qualifies customers for free service on most VTA bus and light rail services and will also be provided upon request to those wishing to have it. Simply present the paratransit photo ID card to VTA Coach Operators upon boarding VTA buses, or present it to any VTA Light Rail Fare Inspector upon request. (Not valid on Highway 17 Express, Dumbarton Express, Caltrain, or Sports service.)

Call VTA Customer Service for more information about VTA bus and light rail services or to receive assistance with bus and light rail trip planning. 

VTA Customer Service

VTA Customer Service is available weekdays from 6:00 AM to 7:00 PM, and Saturdays/Holidays from 7:30 AM to 4:00 PM. (Closed Sundays, Thanksgiving, Christmas, and New Years Day.) VTA's automated phone system provides schedule information 24 hours a day, seven days a week in English and Spanish.

Telephone Information: (408) 321-2300
All Toll Areas: (800) 894-9908
TDD: (408) 321-2330

Online Access

Website: www.vta.org
E-mail: customer.service@vta.org

Regional Transportation Information is available by calling 511.   TDD users can access 511 telephone information by dialing the national 711 number for access to Telecommunication Relay Services (TRS).

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