Guide to Ride
Download Metro Mobility Guide to Ride- CLICK HERE
Download the Audio Metro Mobility Guide to Ride- CLICK HERE
Companions and Personal Care Assistants (PCA)
Boarding with a Mobility Device
Transporting Life Support Equipment
Rider and Driver Responsibilities
You must call to make a reservation for your ride. You may make a reservation as early as five (5) days in advance and up to 5:00pm the day before your travel. Scheduling is done on a first-come, firstâ??served basis. You have a better chance of getting your preferred ride time by making your reservation as far in advance as possible.
Because of the demand for rides, the more advance notice you can provide (up to five (5) days in advance), the more likely you are to get the ride at the exact time you request. You may be asked to change your requested pickâ??up time to accommodate your request for a reservation. The
Reservation telephone lines are busiest in the morning hours. If possible, call after 9:00am and before 3:00pm. Trip demand is heaviest between 6:00am - 8:00am and 1:00pm -4:00pm. Scheduling your trips outside of these times increases the likelihood that your ride request can be best accommodated.
When calling to reserve a ride, please have the following information ready:
¡± Your first and last name.
¡± Certification ID number (may be verified).
¡± Date when you want to travel.
¡± Destination/drop-off location address: number, street, agency, business, residence, cross street.
¡± Pick-up location address: number, street, apartment number, residence, agency, business, cross street.
¡± Your requested pick-up or drop-off time. Please verify your pick-up points with the reservationist.
¡± Your requested return time if you would like a round trip.
¡± If you will be bringing a service animal or a pet in a containment carrier.
¡± If you will be accompanied by a PCA and/or companion (including children).
¡± What type of mobility device you will bring (if any).
¡± Any other information the driver needs to know to assure your pick-up goes smoothly.
¡± Confirm your scheduled appointment, along with asking for a confirmation number.
Due to the increasingly heavy demand for rides, please only make reservations for those trips you plan to take.
Companions and Personal Care Assistant (PCA)
As an
PCA is someone who may render assistance to you. 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. A family member or friend is regarded as a person accompanying the eligible individual, or as a companion, unless the family member or friend is acting as in capacity of a personal care attendant.
When making reservations for your ride, please tell the reservationist when a companion or PCA will be riding with you.
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 Metro Mobility¡¦s subscription service. This service allows riders to make regular trips without telephoning for reservations. Subscription riders must call Metro Mobility reservations only if there is a need to cancel a subscription ride. A change in time, origination or destination may change the availability for a subscription ride.
You may discontinue subscription service for a prearranged specific period of time. Subscription service may be temporarily discontinued for reasons such as illness, holidays, vacation or school breaks. You may return to subscription service without penalty following the absence.
Subscription service is limited in accordance with the Americans with Disabilities Act, which states that not more than 50% of the rides at any hour of any day may be subscription rides.
Due to demand, subscription rides may not be available during peak demand times.
Drivers will assist you with embarking and disembarking from the vehicle and sidewalk or other safe waiting area within 15 feet of the vehicle. This includes pushing wheelchairs when circumstances require and permit. Door-to-door or door-through-door service will NOT be provided.
Passengers requiring assistance more than 15 feet from the bus, and/or who cannot be left alone due to safety or other concerns, must have someone ready and available to assist them at the time the bus arrives. Neither drivers nor dispatch will phone care providers to advise you that a Metro Mobility van has arrived. The ultimate responsibility to accommodate a passenger who cannot be left unattended belongs to the caregiver, social worker, or staff of the care center.
Those passengers who cannot be left alone due to safety or other concerns and do not have someone ready and available to receive and assist them at the time the bus arrives will be transported back to the origin of their trip. If someone is not there to receive them, they will be taken to a police or sheriff¡¦s substation (at the discretion of the paratransit supervisor on duty). This activity also falls under the same guidelines of Suspension for No-Shows and Late
Cancellations.
Any accommodations or modifications that would fundamentally alter the nature of this service, program, or activity, will not be allowed.
Metro Mobility understands that individuals with disabilities are not all alike. The appropriate way one deals with persons with these various disabilities (e.g., mobility, vision, hearing, or cognitive impairments) are likely to differ. Recognizing these differences and when reasonable accommodation is requested of Metro Mobility, it will be provided within the standards of the curb-to-curb policy.
All riders must pay a one-way fare as they board. There are two different fare sets, one for locations within
Passengers not having the correct fare available will NOT be permitted to board.
If paying for your fare in cash, remember to have the correct change. Your driver cannot make change and cannot accept a personal check for a ride. You may purchase ticket books through the Metro Mobility office or your driver using cash or a check.
Drivers are not permitted to access a passenger¡¦s personal wallet, purse, or backpack, nor write and/or fill in any information on a passenger¡¦s personal check. However, a driver may assist a passenger writing out a personal check by helping place their pen on the line to be completed.
Should a driver show up late (after the thirty (30) minute pick-up window), your one-way ride will be free.
If for some unforeseen circumstance or an emergency, a passenger is unable to pay for a return trip, Metro Mobility will provide your return trip home. You will be required to pay for your unpaid trip on the next scheduled trip on Metro Mobility. If you do not pay for your unpaid trip on your next pick-up, you will not be permitted to board the vehicle and you will be suspended from service until full
payment is made.
You can expect to be picked up within a thirty (30) minute window of your scheduled pickâ??up time. You should be ready to board the vehicle at the beginning of your pick-up window.
Pick-up Window
[15 minutes before X 15 minutes after]
Pick-up Time
A paratransit vehicle arriving anytime within the pick-up window will wait five (5) minutes for you by the curb. It is important to remember that vehicles arriving anytime within the thirty (30) minute window are considered onâ??time. Should a vehicle arrive earlier than the thirty (30) minute pick-up window, you are not required to board until your window begins.
You will not be considered a ¡§no-show¡¨ if you refuse a ride that arrives later than the thirty (30) minute window.
Occasionally, a rider may find that as a result of a time sensitive appointment, they cannot make it to their pick-up point in time to meet their return ride. Issues such as a doctor¡¦s appointment that is running late, dialysis appointments running late, and other types of emergent medical issues are acceptable examples. If such a condition occurs, riders may call and request a will-call pick-up time from Metro Mobility dispatch or the reservationist.
If you request a will-call pick-up you are not assured of a pick-up time of your choosing. Your pick-up time will depend on available resources at the time of your request. The thirty (30) minute pick-up window does not apply to will calls.
Please allow enough advance time, if possible, to call Metro Mobility dispatch or reservationist to schedule a will-call pick-up.
Boarding with a Mobility Device
All vehicles are equipped with passenger lifts that meet
¡± Should you need a passenger lift to board a vehicle, the driver will assist you. All drivers are trained to operate the lift. (This applies for all wheelchairs and other mobility devices, or just standing on a lift.)
¡± For your safety, please make sure your wheelchair or other mobility device is maintained in accordance to manufacturer¡¦s specifications.
¡± All wheelchair or other mobility devices will require a four point tie down, when possible, to include use of the seat belt.
Because the vehicle will be shared, riders should limit their parcels to the equivalent of two (2) grocery bags, one (1) backpack, or two (2) pieces of luggage. Packages must be transported on your lap or under the seat. Drivers may assist with securing items if requested. For the safety of all riders, you may not transport any type of hazardous equipment or 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 local, State or Federal laws or rules related to transportation of hazardous materials and it will fit safely in the paratransit vehicle. All items must be properly secured. The driver will assist in securing your life-support equipment.
You may travel with a service animal such as a guide dog or canine companion. A service animal is a dog, or other animal, that has been properly trained to perform a specific task that will assist a person who has a mobility or health impairment. Examples of the types of duties they may perform include leading, carrying, fetching, opening doors, ringing doorbells, activating elevator buttons, etc.
You should tell the reservationist when you make a reservation that you will be traveling with a service animal. Pets, companion or comfort animals, and other non-service animals may be transported only if in a properly secured cage/container that will not allow the animal to come in direct contact with the driver and other passengers.
When using the lift and your service animal is not comfortable with the lift, please ask the driver to escort your service animal using the steps into the van.
Metro Mobility is an
¡± Assist riders in embarking and disembarking from the vehicle to the sidewalk or other safe waiting area within fifteen (15) feet of the vehicle. This includes pushing wheelchairs when circumstances require and permit. Drivers are not allowed to assist with mobility devices up or down stairways or landings.
¡± Secure mobility devices, air tanks or other disability related equipment.
¡± Assist with securing safety belts.
¡± Assist with service animals or securing pets and companion animals that are in containment carriers.
¡± Assist with securing no more than two (2) grocery bags, or two (2) pieces of luggage, or one (1) backpack.
Visitors to
Visitors who have not been certified as eligible by another entity, but claim that they are ¡§ADA Paratransit Eligible¡¨ will be assumed eligible. If service is needed beyond 21days in a 365 day period, the individual is required to apply for eligibility with the City of
Rider and Driver Responsibilities
Rider Responsibilities
Metro Mobility has a short list of passenger guidelines designed to ensure safety and comfort for all riders as well as the driver.
¡± Read all sections of the Guide to Ride carefully before riding the system.
¡± Make reservations at least one or more days in advance (five (5) days in advance is preferred).
¡± Be ready at the pick-up location and be on time.
¡± Call to inquire if the vehicle has not arrived by the end of the thirty (30) minute window.
¡± Call to cancel unneeded rides as soon as possible. (If cancellation is made less than one hour before your scheduled trip time, it will be treated as a ¡§no-show.¡¨)
¡± Pay the correct fare in the appropriate cash amount or with a ticket from a ticket book (drivers do not make change or accept personal checks for a one-way ride).
¡± Avoid distracting the driver or passengers with inappropriate behavior.
¡± Maintain wheelchair or other mobility devices in a safe condition according to manufacturer¡¦s specifications and wear seat belts.
¡± Expect shared-ride service because others may be picked-up after you and dropped off before you reach your destination.
¡± Maintain acceptable standards of hygiene.
¡± No eating, drinking, littering, or smoking on board the bus.
¡± No ride will be provided to persons under the influence of alcohol or illegal drugs.
¡± No radios, cassette tape players, compact disc players or other sound-generation equipment are to be played aloud aboard the vehicle (headphones are permissible).
Driver Responsibilities
¡± Adhere to standards of common courtesy and personal hygiene.
¡± Treat all riders with courtesy and respect. Greet a customer by identifying yourself and ask permission to assist a passenger when entering and leaving the vehicle.
¡± Wear full proper uniformed attire with name tag visible at all times.
¡± Stay within 15 feet of the vehicle.
¡± Maintain the assigned service schedule for the convenience of all riders and follow the manifest for pick-ups and drop offs.
¡± Assure seat belts and all mobility devices are properly secured.
¡± Maintain radio contact with dispatch at all times (e.g., pick/drop off times, address, driving directions, help locating a passenger, no-show).
¡± Collect fares for the trip in the prescribed manner.
¡± Sell ticket books to customers when requested.
Drivers Restrictions-Drivers May Not:
¡± Enter a rider¡¦s residence or other buildings.
¡± Provide service beyond the curb-to-curb policy.
¡± Access a passenger¡¦s personal wallet, purse, or backpack, nor write and/or fill in any information on a passenger¡¦s personal check.
¡± Perform any personal care assistance for riders, including but not limited to, assisting riders to dispense medications, dress, or clean up after themselves.
¡± Lift or carry riders (To include carrying riders or wheelchairs up or down steps).
¡± No radios, cassette tape players, compact disc players or sound-generation equipment are to be played aloud aboard the vehicle while passengers are being transported.
¡± Accept tips or gratuities.
Cancellations
Cancellations affect our ability to provide a trip opportunity to other riders. If you have scheduled a ride that you no longer need, please call Metro Mobility dispatch or reservationists as soon as possible to cancel your ride. This will help free up space for others to ride and keep program costs down.
You can cancel your trip by calling (719) 392-2396, option #2 at anytime of the day, and up to one hour before your scheduled trip time.
Late Cancellation Policy
A cancellation is considered ¡§late¡¨ if the cancellation is made less than one (1) hour before your scheduled trip time. Late cancellations are treated as a ¡§no-show¡¨ and can result in suspension of service.
No-Show Policy
You will be considered a ¡§no-show¡¨ if:
¡± The vehicle arrives on time (within the thirty (30) minute window) but you no longer want the ride.
¡± The vehicle arrives on time, but the driver cannot locate you at the requested pick-up location.
¡± The vehicle arrives on time and waits for five (5) minutes, but you are not ready to go. The driver must leave to stay on schedule.
If you ¡§no-show¡¨ for the first leg of the trip, all later trips scheduled for the day will not automatically be canceled. You must call Metro Mobility at 392-2396, select option #2 and cancel the later trip yourself. Also, if you cancel your trip at the door, do not ask the driver to cancel your return trip. It is your responsibility to cancel each scheduled trip you no longer need. Failure to do so will result in a letter of warning according to the current no-show policy. Each ¡§no-show¡¨ trip is assessed independently in accordance with
Obtaining or Using Paratransit Services Under False Pretenses
The Americans with Disabilities Act provides paratransit services for individuals who are certified eligible. Misusing the system can result in suspension of your paratransit service.
The following are misuses of the paratransit services that could lead to suspension:
¡± You have made false or misleading statements on your eligibility application.
¡± You have allowed other non-eligible individuals such as friends or family members to ride using your name or Metro Mobility card on Mountain Metro fixed-route system.
Suspension for No-Shows and Late Cancellations
No-shows delay vehicles and use up space and resources other riders could use. A combination of three (3) no-shows and/or late cancellations in a rolling thirty (30) day calendar period, results in a two (2) week suspension of service.
Metro Mobility will make every attempt to help you as follows:
¡± A Notice Letter will be sent after one (1) noâ??show and/or late cancellation.
¡± A Warning Letter will be sent after two (2) noâ??shows and/or late cancellations.
¡± A Suspension Letter will be sent after three (3) no-shows and/or late cancellations and service will be suspended for two (2) weeks.
Additional suspensions for continued violations of the no-show and/or late cancellation policy will be as follows:
¡± 2nd suspension within any rolling twelve (12) month period will be for three (3) weeks.
¡± 3rd suspension within any rolling twelve (12) month period will be for four (4) weeks.
¡± 4th suspension within any rolling twelve (12) month period will be for five (5) weeks.
¡± 5th suspension within any rolling twelve (12) month period will be for six (6) weeks.
Suspension for Abusive or Disruptive Behavior
Disruptive or abusive behavior towards passengers, drivers, dispatchers, reservationists, certification staff, or management staff will not be tolerated. Disruptive behavior includes, but is not limited to:
¡± Intimidation or threats of physical harm to drivers or other riders.
¡± Verbal abuse of drivers, staff and/or other passengers.
¡± Unlawful harassment such as unwelcome verbal, non-verbal or physical behavior having sexual, violent or racial connotations.
¡± Unauthorized use of vehicle equipment.
¡± Repeated violation of riding rules including:
o Smoking, eating or drinking on vehicles.
o Refusing to remain seated with seat belt on.
o Defacing equipment.
o Refusing to comply with other requirements specified in this guide.
¡± Violation of activity mentioned above will result in a three (3) week suspension and a six (6) week suspension for any repeated violation.
¡±
Suspension for Violation of Metro Mobility¡¦s Curb-to-Curb Policy
A passenger who is unable to get to or from the vehicle pick-up and drop off location independently and does not have assistance from a care provider, PCA, or other companion may be temporarily suspended from service for a minimum of two (2) weeks for repeated violations of Metro Mobility¡¦s curb-to-curb policy.
A violation of the policy is defined as any pattern or practice that may delay the driver¡¦s on-time schedule, such as the driver is required to wait with a passenger until someone is available to provide necessary safety/supervision or mobility device assistance.
Riders requiring assistance beyond curb-to-curb, but who are not met by a care provider more than one time in a rolling thirty (30) day period, are in violation of the Metro Mobility curb-to-curb policy and will be suspended for a two (2) week period. Additional suspensions for continued violations will fall under the same guidelines listed under Suspension for No-Shows and Late Cancellations.
Circumstances Beyond Your Control
Examples of situations not within the passenger¡¦s control may include but are not limited to:
¡± A sudden personal care or hygiene issue.
¡± A sudden or worsening illness.
¡± Late arrival of the paratransit vehicle.
¡± A driver who does not provide appropriate assistance as defined in this guide.
¡± Disruptive behavior associated with a disability.
If an investigation reveals a rider¡¦s disruptive behavior can be associated to a disability beyond the rider¡¦s control, service may not be suspended. However, if your PCA or care provider cannot help to control the disruptive behavior, and/or a problem continues to exist associated with a rider¡¦s disability, their service may be suspended.
Appeals Process
If you are not in agreement with a decision made by Metro Mobility regarding a suspension, contact the City of
If you are still unsatisfied after an informal hearing, you can file a written appeal. An appointed panel made up of transportation officials, medical/disability professionals, and rider representatives will review the circumstances of your suspension. The appeal process will be carried out in accordance with the
¡± A copy of the appeals process is available at the Metro Mobility Eligibility Office or from the ADA Paratransit Coordinator.
¡± Appeals must be filed within sixty (60) days of a denial of eligibility or a decision to suspend service.
¡± Appeals must be filed in writing or on audiocassette. Accommodations will be made for persons unable to do so.
¡± A rider may continue to ride the service until the appeal is heard depending on the seriousness of the matter as to disruptive, abusive or violent behavior.
Mountain Metropolitan Transit strives to provide the best service possible. If you would like to comment on our service or if you require follow-up by staff, please call:
392-2396 and select menu option #4
The customer service representative will take your information and enter it into our customer service tracking program. When talking with the customer service representative or if you leave a voice mail, please provide the following information:
¡± Type of complaint or commendation.
¡± Date, time, and location of the event you are calling about.
¡± Driver¡¦s name and bus number or Metro Mobility staff member¡¦s name.
¡± Your contact information for follow-up.
¡± A confirmation number will be provided if requested.
Note: If you are appealing a suspension based on an illegal, seriously disruptive, abusive or violent behavior, you may not ride until the Appeals Panel overturns your suspension.
¡± A decision will be made within thirty (30) days of receipt of the written appeal and rendered to you in writing.
Using Fixed-Route Transit Service (Mountain Metro)
Listed below are some benefits of the Mountain Metro fixed-route system:
¡± You do not have to make a reservation.
¡± If you are certified as
¡± All buses are wheelchair accessible and operate on timed schedules requiring no advance reservations.
The customer service representative can help you design a travel schedule. You will need to provide the following information, or you can go on-line and plan your own trip at www.mmtransit.com and click on trip planning.
¡± The destination address.
¡± The address where you are beginning your trip.
¡± What time you need to be at your destination.
¡± The same information is needed for your reverse commute.
The Mountain Metro system information is onâ??line: www.springsgov.com/transit or www.mmtransit.com, or you may call 385â??7433.
¡± Replacement ID Cards ($5.00 fee)
¡± ƒnTravel Training Programs
¡±
¡± Materials in Alternative Formats
¡± A confirmation number will be provided if requested.
Note: If you are appealing a suspension based on an illegal, seriously disruptive, abusive or violent behavior, you may not ride until the Appeals Panel overturns your suspension.
¡± A decision will be made within thirty (30) days of receipt of the written appeal and rendered to you in writing.
Using Fixed-Route Transit Service (Mountain Metro)
Listed below are some benefits of the Mountain Metro fixed-route system:
¡± You do not have to make a reservation.
¡± If you are certified as
¡± All buses are wheelchair accessible and operate on timed schedules requiring no advance reservations.
The customer service representative can help you design a travel schedule. You will need to provide the following information, or you can go on-line and plan your own trip at www.mmtransit.com and click on trip planning.
¡± The destination address.
¡± The address where you are beginning your trip.
¡± What time you need to be at your destination.
¡± The same information is needed for your reverse commute.
The Mountain Metro system information is on‑line: www.springsgov.com/transit or www.mmtransit.com, or you may call 385‑7433.
¡± Replacement ID Cards ($5.00 fee)
¡± Æ?nTravel Training Programs
¡±
¡± Materials in Alternative Formats
¡± Type of complaint or commendation.
¡± Date, time, and location of the event you are calling about.
¡± Driver¡¦s name and bus number or Metro Mobility staff member¡¦s name.
¡± Your contact information for follow-up.
¡± A confirmation number will be provided if requested.
Note: If you are appealing a suspension based on an illegal, seriously disruptive, abusive or violent behavior, you may not ride until the Appeals Panel overturns your suspension.
¡± A decision will be made within thirty (30) days of receipt of the written appeal and rendered to you in writing.
Using Fixed-Route Transit Service (Mountain Metro)
Listed below are some benefits of the Mountain Metro fixed-route system:
¡± You do not have to make a reservation.
¡± If you are certified as
¡± All buses are wheelchair accessible and operate on timed schedules requiring no advance reservations.
The customer service representative can help you design a travel schedule. You will need to provide the following information, or you can go on-line and plan your own trip at www.mmtransit.com and click on trip planning.
¡± The destination address.
¡± The address where you are beginning your trip.
¡± What time you need to be at your destination.
¡± The same information is needed for your reverse commute.
The Mountain Metro system information is onâ??line: www.springsgov.com/transit or www.mmtransit.com, or you may call 385â??7433.
¡± Replacement ID Cards ($5.00 fee)
¡± ƒnTravel Training Programs
¡±
¡± Materials in Alternative Formats
