City of Colorado Springs / Transit Service / ADA Paratransit / Metro Mobility / Guide to Ride

Guide to Ride

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Mountain Metro Mobility Guide To Ride

The Mountain Metro Mobility Guide to Ride outlines the operational policies and procedures of the City of Colorado Springs and Transit Services Division’s Americans with Disabilities Act (ADA) paratransit service. The information contained within this guide is crucial to the appropriate use and understanding of the Mountain Metro Mobility paratransit services operations.

Most importantly, it is the rider’s responsibility to understand the process for making ride reservations as well as the policies surrounding the cancellation of rides, the use of the service, and the suspension of service.

Please feel free to obtain information from the Mountain Metro Mobility service contractor at 392-2396 or ADA Paratransit Coordinator at 385-5620 if there are questions or concerns about any of the information outlined in this handbook.

These policies and procedures are continually evaluated and may be amended, modified or terminated at any time at the sole discretion of the City of Colorado Springs and Transit Services Division.


 

 Welcome to Mountain Metro Mobility Paratransit Services

Mountain Metro Mobility is an ADA paratransit service provided for individuals who, because of their disability, are unable to use Mountain Metro Transit, the fixed-route bus service. You must have a disability that prevents you from using the fixed-route bus some of the time or all of the time.

This does not include people who have disabilities that make the use of fixed-route service difficult. Mountain Metro Mobility provides comparable service to the regular fixed-route bus in terms of shared rides, days of service and service areas and hours.

Eligibility

Mountain Metro Mobility provides rides for people with disabilities, who are certified as eligible for ADA paratransit service. Eligibility is available to persons in the following three categories:

1.   Any individual with a disability who is unable, as a result of a physical or mental impairment (including vision impairment or cognitive impairments), to independently navigate the fixed-route Mountain Metropolitan Transit System.

2.   Individuals who use a wheelchair, or other boarding assistance device, that need the assistance of a wheelchair lift and are unable to board, ride, and disembark at a fixed-route bus location. This category of eligibility may not be provided once a transit route is 100% accessible. Please note; all Mountain Metropolitan Transit vehicles offer lift equipment accessibility.

3.   Any individual with a disability who has a specific impairment related condition which prevents such individual from traveling to a boarding location or from a disembarking location. Environmental conditions and architectural barriers not under the control of the public entity do not, when considered alone, confer eligibility.

Inconvenience in using the fixed-route bus system is not a basis for eligibility. However, if you believe you have a physical or mental disability (including vision or cognitive impairments) that prevents you from independently using the lift-equipped accessible fixed-route bus service, write, call, or go online for an application at the following addresses/phone number:

Mountain Metro Mobility Eligibility Office
1015 Transit Drive
Colorado Springs, CO 80903

(719) 392-2396 option #5

Or you can download and print an application from:
www.springsgov.com/transit or
www.mmtransit.com

Within 21 business days of receiving your completed application we will arrange an in‑person interview for you. If a determination is not made within 21 business days, the applicant will be given presumptive eligibility, until such time as an interview can be made. Some individuals may be asked to complete a functional assessment to verify mobility or cognitive limitations. It may be determined, based on your abilities, that you are eligible for some rides with Mountain Metro Mobility but not for others. It may be determined that you are capable of using the lift-equipped fixed-route bus service. All application information will be kept confidential.

Recertification of ADA Paratransit Eligibility

All ADA eligible paratransit customers shall be required to reapply for ADA eligibility. Please refer to your current eligibility certification paper or to your Mountain Metro Mobility card’s expiration date. The eligibility office will automatically send out new recertification applications and instructions the month prior to your certification expiration. However, it is your responsibility to assure your eligibility is current or there could be a delay in ridership

Service Areas and Hours

Mountain Metro Mobility operates during the same days and hours as the fixed-route Mountain Metro bus system.

Weekdays:                5:30 a.m. to 9:45 p.m.

Saturday:                  6:45 a.m. to 7:30 p.m.

Sunday:                    Seasonal only for Manitou Shuttle Service see www.mmtransit.com for hours

Service is NOT provided on the following holidays:

  • New Year’s Day (January 1st)
  • Memorial Day (4th Monday in May)
  • Independence Day (July 4th)
  • Labor Day (1st Monday in September)
  • Thanksgiving Day (4th Thursday in November)
  • Christmas Day (December 25th)

The service area includes corridors within a ¾-mile radius of a fixed-route bus.

Scheduling a Ride

You must call to make a reservation for your ride. Reservations are available Monday - Friday, 8 a.m. to 5 p.m. You can make a reservation as early as three (3) calendar days in advance and up to 5 p.m. the day before your travel. A voice mail system is available on weekends and holidays. Reservations left on voice mail after 5 p.m. will not be honored. Scheduling is done on a first come first serve basis. You have a better chance of getting the ride time you want by making your reservation as far in advance as possible. For riders who can only communicate through email, please use metromobility@springsgov.com, for making reservations or for inquiries.

Because of the demand for rides, the more advance notice you can give (up to seven (7) 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 pick up time to accommodate your request for a reservation. The ADA allows us to negotiate a revised pick-up time with you that may be up to one (1) hour before or after your requested pick-up time.

Reservation telephone lines are busiest in the morning hours. If possible, call after 9 a.m. and before 3 p.m. Trip demand is heaviest between 6 – 8 a.m. and 2 – 4 p.m.

Try to schedule your trips outside these times to increase the likelihood 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.
  • Pick-up address location: number, street, apartment number, residence, agency, business, cross street.
  • Location address where you want to go to (where you want to be dropped off): number, street, agency, business, residence, cross street.
  • Your requested pick-up or drop-off time. Please verify your pick-up points with the reservationist. THERE MUST BE AT LEAST ONE (1) HOUR ELAPSED TIME BETWEEN YOUR DROP-OFF AND PICK‑UP TIMES.
  • Your requested return time if you want a round trip.
  • If you will be bringing a service animal or a pet in an approved pet carrier (see section: Transporting Animals on page 8).
  • 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, such as a preferred pick-up point, 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.

Nursing homes/Apartment/ Medical or Office Complex

Please provide the reservationist with a specific building name and number within the complex. Drivers will pick-up customers at the specified building. Drivers may only enter the lobby area of any building or complex if the bus can remain in the driver’s line of sight. If the passenger’s

building is located within a gated community and requires special entry, please notify the security office to arrange entry access before the pick-up time. If the passenger does not arrange entry, and the vehicle is unable to enter the pick-up area, the passenger is considered a “no- show”.

Shopping Malls

There are specific locations for drop-off and pick-up at all shopping malls or big box buildings (e.g. Walmart). These locations can be determined when speaking with the Reservationist.

Adult Program/Day Care Centers

Passengers attending these types of programs should be present when Mountain Metro Mobility arrives. Drivers cannot assist passengers in or out of the adult program/day care center. Center staff must be ready to assist the individual in or out of the center, if necessary. Drivers are not permitted to sign passengers in or out.

Companions and Personal Care Assistant (PCA)

As an ADA certified rider you may arrange to bring one (1) fare-paying companion along on each ride for the same fare cost that you would pay. You may add up to two (2) extra fare-paying companions to your trip only on a space available basis.

A 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 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.

Subscription Service

Subscription service may be available if you travel the same day to the same destination at the same time, at least 3 times a week. This service allows riders to make regular trips without telephoning for reservations. Subscription riders must call Mountain 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, unless there is non-subscription capacity.

Due to demand, subscription rides may not be available during peak demand times.

Riding Mountain Metro Mobility

Mountain Metro Mobility’s Services

Curb-to-Curb:Drivers will assist you with embarking and disembarking from the vehicle and sidewalk or other safe waiting area. This includes loading wheelchairs and other mobility devices.

Door-to-Door:Assistance will be provided to eligible customers from the threshold of a ground floor residence or main lobby of a building. Drivers must maintain physical sight of the vehicle at all times. Drivers are not permitted to enter beyond the threshold of a residence or lobby of ground level of a building for any reason. Drivers may only maneuver a wheelchair up or down one (1) curb or step (6-8"). For the safety of the passenger, drivers will offer the option of using a “posey safety belt” to assure passengers

do not slide out of their wheelchair when maneuvering the wheelchair to or from the vehicle.

Door-to-door assistance DOES NOT include any of the following:

•     Assisting passengers on steeply inclined ramps or stairs that are not ADA compliant

•     Drivers entering beyond the door threshold of any residence

•     Drivers will not assist individuals in wheelchair into buildings that are not accessible

•     Entering private residential garages

•     Assistance over snow and iced walkways, driveways, ramps, and uneven surfaces

•     Carrying packages or grocery bags (your PCA should provide this service)

•     Will not provide attendant type services (your PCA should provide this service)

•     Does not include “Do not leave alone” (DNL) or “Hand to hand” service

Do Not Leave Alone (DNL):Passengers who cannot be left alone (DNL) due to safety, medical, behavioral or other concerns must have someone ready and available to assist them at the time the bus arrives. The ultimate responsibility to accommodate a passenger who cannot be left unattended belongs to the caregiver, social worker, or staff of the care center. Drivers do not perform attendant services. Those passengers who cannot be left alone 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 origination point of their trip. If someone is not there to receive them, they will be taken to Memorial Hospital or DHHS-Adult Protection at the discretion of the paratransit supervisor on duty. Continued violations are subject to suspension.

Reasonable Accommodations

Any accommodations or modifications that would fundamentally alter the nature of this service, program, or activity will not be allowed.

Mountain Metro Mobility understands that individuals with disabilities are not all alike. The appropriate way one deals with persons with various disabilities (e.g., mobility, vision, hearing, or cognitive impairments) are likely to differ. Recognizing these differences, when reasonable accommodation is requested of Mountain Metro Mobility, the services may be provided within policy standards.

Fares

Please have your Mountain Metro Mobility Card available to show the driver. All riders must pay a one-way fare as they board. Only a PCA traveling with an ADA certified rider may ride free of charge.

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 one-way ride. We can not credit you for future rides. You may purchase ticket books through the Mountain Metro Mobility driver or Transit Administration office with cash or check. As a new option, fares can now be paid in advance by establishing an electronic account through Customer Service.

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.

ADA eligible children must pay a one-way fare as they board. Also, children traveling as companions will be required to pay a one-way fare as they board.

No Pay Policy

If for some unforeseen circumstance or an emergency, a passenger is unable to pay for a return trip, Mountain Metro Mobility will provide your return trip home. You will be required to pay for your unpaid trip on the next scheduled trip on Mountain 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.

Pick-up and Drop-off Policy

You can expect to be picked up within a thirty (30) minute window of your scheduled pick up time. You should be ready to board the vehicle at the beginning of your pick-up window.

Should a driver show up late (after the thirty (30) minute pick-up window), your one-way ride will be free, or you may refuse the ride with out penalty.

Pick-up Window

(Do you need this graphic?

[15 minutes before X 15 minutes after]

Pick-up Time

A paratransit vehicle arriving any time within the pick-up window will wait five (5) minutes for you by the curb. It is important to remember that vehicles arriving any time within the thirty (30) minute window are considered on 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.

Premium Service

Will Call or Medical Delay

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 that are 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 Mountain 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 Mountain Metro Mobility dispatch or reservationist to schedule a will‑call pick-up. A Will Call or Medical Delay will not be counted as a “no-show” ( see No Show Policy). It may take thirty minutes to one hour to receive your will-call or medical delay ride upon calling

Limited Same Day Urgent Care Rides:

Limited same day service is available to ADA certified individuals whose origins and destinations are within Colorado Springs city limits and who have specific urgent transportation needs. These transportation services are available during the same times and days that Mountain Metro Mobility operates and only under the conditions identified below:

A.     Return trip from an over-the-road bus terminal after returning from out-of-town travels. This will include individuals with ADA certifications who are visiting Colorado Springs.

B.     Return trip from jury duty.

C.     Return trip if an individual becomes stranded while in the community and needs a ride home.

D.     Round-trip urgent transportation needed for:

•      Pharmaceutical prescriptions and supplies

•      Medical and dental attention of a non-emergency nature (911 provides emergency transportation services)

Taxi Overflow Option:

Currently rides are provided by Mountain Metro Mobility through the availability of vehicles within the existing van fleet. Mountain Metro Mobility can and does subsidize its fleet during high peak demand periods by contracting directly with local taxi services in order to meet the “no denial’ expectation of the ADA. The reservationist will let you know if a taxi is booked for your ride. If you make a reservation that is 7 miles or less, there is now an option to take a taxi rather than a paratransit van.

New Taxi Choice Option

 (Updated August 12, 2013)

  1. Taxis are a new premium service option available to Metro Mobility Clients who need a ride for 7 miles or less.
  2. The fare is the same price as riding a Metro Mobility paratransit van, $3.50 one way and is paid by using an electronic account orMetro Mobility fare tickets.
  3.  You must show your Metro Mobility identification card to the taxi driver upon pickup. There should be no money exchange unless you have a companion. The companion must pay $.50 cash fare. Of course, a PCA that is noted on your card will travel free. Service animals are welcomed but also must be noted on your Metro Mobility card.
  4. Please set up a prepaid electronic account through Metro Mobility. Electronic accounts must be funded in $7.00 round trip increments. Your account cannot go below $7.00 or you will not be able to book a ride.  Of course, you may pay the taxi driver with a $3.50 fare ticket from your ticket book for each ride. Metro Mobility encourages you can prepay and put more money in your electronic account at any time. We encourage everyone to go ticketless.
  5. You may also use your electronic account to pay the fare for Metro Mobility paratransit van trips instead of purchasing ticket books.
  6. These purchases may be made through Metro Mobility by check; however it must be in an envelope labeled attention Customer Service. Make sure you put a note with the name of the individual with your phone number on it.
  7. They may also be paid through Credit Card on www.springsgov.comunder Transportation. Please ensure your payment is to Metro Mobility and NOT Mountain Metro.
  8. Reservations and Cancellations must all follow the Guide to Ride Protocol at 392-2396, Option 1. The reservation for a taxi can only be made the day before the ride is needed. Same day rides are not allowed.
  9. When making your Reservation, our reservationists will let you know if your ride is seven miles or less. You will be given the option to choose Yellow Cab.

NOTE:Yellow Cab provides wheelchair accessibility.

Boarding with a Mobility Device

Personal mobility devices have become increasingly diverse in size, design, and functionality. It is important these devices meet certain design standards for you to travel safely on Mountain Metro Mobility.

All vehicles are equipped with passenger lifts that meet ADA specifications. “Wheelchair means a mobility aid belonging to any class of three or more wheeled devices, usable indoors, designed or modified for and used by individuals with mobility impairments, whether operated manually or powered” (USDOT). Mobility devices and attached items will be dealt with on a case-by-case basis and may be excluded if they will not fit on the lift or are inconsistent with legitimate safety requirements. Mobility devices will be placed on the lift in a direction that is the safest and agreeable with the passenger.

  • 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. When needed, “stoke straps” will be used to make sure your mobility device is properly secured. Your cooperation is appreciated.

Transporting Packages

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. Small portable grocery carts with two wheels are acceptable and should be placed behind a seat, not the aisle way. 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 if it will fit safely in the paratransit vehicle. All items must be properly secured. The driver will assist in securing your life-support equipment.

Transporting Children

ADA certified children, ages six (6) and over, may travel on Mountain Metro Mobility without an accompanying adult. Safety laws require the following:

  • The law requires infants to ride in a rear facing child safety seat until they are at least one year old or weigh less than 20 pounds.
  • Regardless of age, children who weigh over forty (40) pounds must be secured in a child booster seat or with a child safety belt-positioning device unless they are 57 inches or more tall.
  • All safety seating devices must be provided by an accompanying adult.

Transporting Animals

Service animals are defined as dogs that are individually trained to do work or perform tasks for people with disabilities. A service dog must be under control of its handler. The task(s) performed by the dog must be directly related to the person’s disability. A service animal is a dog that has been properly trained to perform a specific task that will assist a person who has a mobility or health impairment. Examples of such work or tasks include guiding people who are blind, alerting people who are deaf, pulling a wheelchair, alerting and assisting a person who is having a seizure, reminding a person with mental illness to take prescribed medications, or performing other duties.

“Comfort, therapy, or emotional support animals” are no longer included in the ADA. You should tell the reservationist when you make a reservation that you will be traveling with a service animal. If you use the lift and your service animal is not comfortable with

the lift, please ask the driver to escort your service animal into the bus by using the steps.

Pets, comfort, therapy, or emotional support animals are not considered service animals but may be transported only if properly secured in an airline approved pet carrier that will not allow the animal to come in direct contact with the driver and other passengers.

Passenger Assistance

Mountain Metro Mobility is an ADA paratransit service that provides curb-to-curb and door-to-door service. Drivers are required to remain within line of sight of their vehicle at all times. Drivers are to:

  • Assist riders in embarking and disembarking from the vehicle to the sidewalk or other safe waiting area. This includes pushing wheelchairs when circumstances require and permit. Drivers are allowed to assist with mobility devices up or down one step or curb only.
  • 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. Small portable grocery carts with two wheels are acceptable and should be placed behind a seat, not the aisle way. (Talk with your customer service person or reservationist)

Visitor Policy

Visitors to Colorado Springs who have been certified as “ADA Paratransit Eligible” by another public entity will be provided service up to 21 days in a 365 day period. These 21 days do not need to be consecutive. Any limitation/condition placed upon a certification by another community will be observed by Mountain Metro Mobility to the extent possible.

Visitors who have not been certified as eligible by another entity, but claim that they are “ADA Paratransit Eligible” will be presumptively eligible. If service is needed beyond 21 days in a 365 day period, the individual is required to apply for eligibility with the City of Colorado Springs. Visitors may be requested to show proof of residency outside the City of Colorado Springs.

Responsibilities

Mountain Metro Mobility has a short list of passenger guidelines designed to ensure safety and comfort for all riders as well as the driver.

Rider Responsibilities

  • Read all sections of the Guide to Ride carefully before riding the system.
  • Make reservations as early as three (3) days in advance.
  • 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 may be played aloud aboard the vehicle (headphones are permissible).

Driver Responsibilities

  • Adhere to standards of common courtesy and personal hygiene. Drivers should greet customers and introduce themselves.
  • 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 sight 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-up/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.
  • Report any suspicion or knowledge that a passenger has been abused, neglected, or exploited.

Drivers Restrictions-
Drivers May Not:

  • Use cell phones or text messages while in the driver seat area of the vehicle.
  • Access a passenger’s personal wallet, purse, or backpack, nor write on, 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.
  • No radios, cassette tape players, compact disc players or sound-generation equipment may be played aloud aboard the vehicle while passengers are being transported.
  • Accept tips or gratuities.

Policy Awareness

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 Mountain 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 #3 at any time 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 a trip, all trips scheduled for later on the same day are not automatically canceled. You must call Mountain 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. According to the current no-show policy, failure to do so will result in a letter of warning. Each “no-show” trip is assessed independently in accordance with ADA regulations.

Service Suspension

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 Mountain 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 (14 operating days).

Mountain Metro Mobility will make every attempt to help you as follows:

  • A Notice Letter will be sent after one (1) no show and/or late cancellation.
  • A Warning Letter will be sent after two (2) no 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:

1.   Smoking, eating or drinking on vehicles.

2.   Refusing to remain seated with seat belt on.

3.   Defacing equipment.

4.   Refusing to comply with other requirements specified in this guide.

  • Violation of any 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 Mountain Metro Mobility’s Do NOT Leave Alone (DNL) Policy

A violation of the DNL policy is defined as any pattern or practice that may delay the driver’s on-time schedule, such as the driver being required to wait with a passenger until someone is available to provide necessary safety/supervision by a care provider.

Riders requiring DNL assistance and who are not met by a care provider more than three times in a rolling thirty (30) day period are in violation of the Mountain Metro Mobility policy and may 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.
  • Please call Customer Services at 392‑2396, option #7 to ensure you are not charged a “no-show” under these circumstances.

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.

Customer Service

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 #7

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 Mountain Metro Mobility staff member’s name.
  • Your contact information for follow-up.
  • A confirmation number will be provided if requested.

Appeals Process

If you are not in agreement with a decision made by Mountain Metro Mobility regarding

eligibility certification or suspension, contact the City of Colorado Springs Paratransit Coordinator at 385-5620 for an administrative hearing.

If you are still unsatisfied after an informal administrative hearing, you can file a written appeal. An appointed panel of at least four (4) individuals will be 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 ADA regulations.

  • A copy of the appeals process is attached to your eligibility certification papers and is available at the Mountain 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/CD. Accommodations will be made for persons unable to do so, upon request.
  • 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.

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 Transit)

Listed below are some benefits of the Mountain Metro Transit fixed-route system:

  • You do not have to make a reservation.
  • If you are certified as ADA eligible, you can ride the fixed-route Mountain Metro Transit for free by showing your Mountain Metro Mobility Certification Card.
  • All buses are wheelchair accessible and operate on timed schedules requiring no advance reservations. Most buses come by every hour or every half hour, depending on the route.

For information about riding the Mountain Metro Transit fixed-route system, please call 385-RIDE (7433) and select menu option #1

The Mountain Metro Transit customer service representative can help you design a travel schedule. You will need to provide the following information, or you can go online and plan your own trip at www.mmtransit.comand 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 Transit system information is online: www.springsgov.com/transit or www.mmtransit.com, or you may call 385-7433.

Quick Reference Numbers

Reservations/Ticket Books/ Ride Confirmation           (719) 392-2396, option #1

Cancellations                                                                (719) 392-2396, option #2

Dispatch                                                                       (719) 392-2396, option #3

Operations Manager                                                    (719) 392-2396, option #4

ADA Eligibility Applications                                          (719) 392-2396, option #5

Safety and Training                                                      (719) 392-2396, option #6

Customer Service                                                        (719) 392-2396, option #7    (comments or concerns)

General Manager                                                         (719) 392-2396, option #8

Administrative FAX                                                      (719) 633-6882

TTY device for hearing impaired                                 711 - State relay office

Note: For riders who can only communicate through email, you can use metromobility@springsgov.com, for making reservations, filing a complaint, or inquiries.

Mountain Metro Mobility Offers:

  • Replacement ID Cards ($5.00 fee)
  • Travel Training Programs for fixed route services
  • ADA Paratransit Application Forms in English or Spanish
  • Materials in Alternative Formats upon request (Large Print, Audio CD, Braille)
  • A publication of Disability Rights provided by the ADA Regional Center
  • Local grievance procedure for resolution of complaints or violations

Contacts

Mountain Metro Mobility Eligibility Office

1015 Transit Drive

Colorado Springs, CO 80903

(719) 392-2396, option #5

E-Mail: metromobility@hotmail.com

Mountain Metro Mobility ADA Paratransit Service

1161 Transit Dr.

Colorado Springs, CO 80903

(719) 392-2396

E-Mail: metromobility@springsgov.com

Note:For riders who can only communicate through email, this address can be used for making reservations, filing a complaint, or inquiries.

City of Colorado SpringsADA Paratransit Coordinator

1015 Transit Drive

Colorado Springs, CO 80903

(719) 385-5620

E-Mail: jewilson@springsgov.com

City of Colorado Springs Mountain Metropolitan Transit Website

www.springsgov.com/transit

or www.mmtransit.com