The Metropolitan Transit Authority's AccessRide program is a publicly funded paratransit service,
which operates specialized van services for persons with disabilities who are
unable to use regular fixed-route buses. AccessRide provides door-to-door
paratransit service within Davidson County 1.5 miles from a regular bus route,
excluding commuter or express service. AccessRide personnel are directly responsible for:
Certifying eligible paratransit passengers
Managing ridership accounts
Scheduling rides
Managing AccessRide customer care
Reporting service and financial information to the MTA
Providing travel training for people who would like to learn how to use
fixed-route bus services
Ensuring all operators and staff are trained extensively for sensitivity awareness,
vehicle operation and passenger assistance
Providing reliable van service through preventive maintenance
AccessRide service operates from 4:30 a.m. to 11:15 p.m. on weekdays, 4:30 a.m.
to 10:30 p.m. on Saturdays and from 4:45 a.m. to 9:30 p.m. on Sundays.
All information is available in accessible formats upon request
for large print, Braille, audio tape, etc.
Introduction to ADA Paratransit Service
Americans with Disabilities Act (ADA)
In 1990, the Americans with Disabilities Act (ADA) was signed into law.
As a major piece of civil rights legislation, the ADA protects the rights of all
people without regard to their physical and/or cognitive disabilities.
The ADA specifies all individuals have a right to be able to use available public transportation.
The ADA requires that individuals not able to independently ride public buses be provided
with an equivalent, complementary service for their transportation needs within the
established service area.
ADA Paratransit
This complementary service is called ADA Paratransit. ADA Paratransit is provided
to persons who, because of their disabilities, are unable to independently ride a bus.
ADA Paratransit must be provided within the same geographic service area and during the
same service hours as fixed-route bus service. The maximum fare a public transportation
provider can charge for standard ADA Paratransit service is twice the adult one-way bus fare.
AccessRide provides service to persons whose temporary or permanent disabilities
prevent their independent use of public transportation. To determine eligibility
for paratransit service, individuals must complete an application for ADA paratransit
service and demonstrate, that because of their disability, they are unable to use
MTA's fixed-route bus service for one (or more) of the following three reasons:
Unable to independently ride a bus.
This applies to an individual who cannot independently negotiate the fixed-route system
(board, ride or disembark from a bus.)[Code (Section 37.123(e)(1)]
Unable to get on or off a bus. This applies to an
individual who would have been able to use the fixed-route system
if it were accessible (i.e., if a low-floor or lift-equipped bus is not available).
[Code (Section 37.123(e)(2)]
Unable to get to or from a bus stop. This applies to an individual who,
because of his/her disability, cannot access a bus stop to board the fixed-route
system and cannot access his/her final destination after disembarking from a fixed-route bus.
Eligibility is determined each time the eligible customer calls.
Two important qualifiers to this category are included in the regulations.
First, 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 system is not a basis for eligibility.
[Code (Section37.123 (e)(3)]
Complete the following ADA eligibility worksheet to see if AccessRide
is right for you.
ADA Eligibility Worksheet:
Is AccessRide Right for You?
Your name:
This worksheet is for your own use.
It will help you understand ADA eligibility and determine if AccessRide is the
appropriate service for you. The ADA law states that ADA eligibility is given to
persons whose disabilities prevent use of regular accessible fixed-route
transit services: an individual's disabilities must be so significant
that the individual is not able to use fixed-route transit service.
Read the 5 questions on the left side of the worksheet and
then check your answers on the right side. Your answers will help you determine
if AccessRide might be appropriate for you.
Question
Check your answers below.
Yes
Sometimes
No, never
1. Are you able to get to and from the bus stop closest to where you live?
2. With help from the bus driver, are you able to get on and off a bus which has a lift or ramp?
3. Are you able to get on and off a bus, which does not have a lift or ramp, by entering by the steps?
4. With help from the bus driver who announces major bus stops and transfer points, are you able to figure out the right bus stop to get off?
5. If your trip on the bus involves transferring to another bus, are you able to make the transfer?
Look at your answers:
If you checked "Yes" to all 5 questions, you are probably not ADA eligible. However,
there may be specialized services available for you including the reduced MTA fare program.
Call (615) 862-5950 for registration information.
MTA also offers free travel training to anyone interested in learning how to ride MTA buses. Call 880-3291.
If you checked "Sometimes" to one or more questions, you might be determined ADA eligible for certain trips under certain circumstances.
If you answered "No, never" to one or more of the questions, you might be ADA eligible.
A complete application and in-person assessment at our assessment site are necessary to
formally determine ADA eligibility.
Applications are available through MTA AccessRide, or you can download a copy from the MTA Web site.
AccessRide's Eligibility Specialist is available to assist with the application
process and answer questions regarding eligibility at (615) 880-3970, Ext. 1107
(8:30 a.m. to 4:00 p.m., Monday through Friday). All application information is confidential.
Applications are also available in accessible formats upon request
(large print, Braille, audio tape, etc.).
The application form is available for download in three formats: Acrobat Reader®, text only and Microsoft Word.
(Acrobat Reader® is available for download free from Adobe.
You can download it here.)
Right-click on file links to save them to your computer.
AccessRide Application for ADA Paratransit Services (Acrobat):
PDF Version
AccessRide Application for ADA Paratransit Services Text Only
text version
AccessRide Application for ADA Paratransit Services Microsoft Word version
The need to travel with a Personal Care Attendant (PCA)
is established during the application process. A PCA is someone whose
services are required by a certified passenger to meet his or her personal needs or to assist with travel.
AccessRide requires up to 2l days to process a completed application.
Approved applicants will be notified and will receive a letter certifying eligibility,
a paratransit identification (ID) card and a copy of the MTA AccessRide's Riders Guide.
Eligibility Process
1. Call us. Application packet will be sent out for recertification.
First call MTA AccessRide ADA Paratransit Eligibility Specialist and ask her to mail you an application.
If you need any help filling out the form, the interviewer will assist you at the interview.
Please complete the requested Professional Verification Section of the application before
scheduling the interview.
2. Interview
Once the application is complete, including the Professional Certification, call (615) 880-3970, ext.
1107 between 8:30 a.m. and 4 p.m. Monday through Friday to set up an in-person interview and functional assessment.
Do not mail or fax your application. Bring your completed application with you to the interview.
All persons seeking eligibility must
set up an in-person interview. During the interview, we will review the
application with you and help complete it if necessary. We will also
discuss your assessment of your own travel abilities and limitations
in more detail. You must bring your primary mobility aid or aids that you would use
when traveling in the community. You may be asked to participate in a functional assessment
which might involve outdoor travel. Please dress accordingly.
Transportation to and from the interview will be provided if necessary at no cost to the
applicant. This process will take approximately 45 minutes to 1 hour.
3. Functional Assessment
The functional assessment is a mechanism to help determine whether the applicant has
the ability to use MTA fixed-route service and, if so, under what circumstances.
Functional assessments are evaluations used to predict either physical or cognitive ability.
The physical functional evaluation consists of a simulated trip to and from the bus.
This includes boarding a bus, negotiating a curb and curb cut, and crossing the street.
Skills evaluated include balance, strength, coordination and range of motion.
The Functional Assessment of Cognitive Transit Skills (FACTS) administered to applicants
with cognitive disabilities. FACTS is a validated assessment tool designed to assess
the transit skills of a person by using a simulated bus trip. Skills evaluated include
bus travel skills, community safety skills and general orientation.
Those applicants with Visual Impairments will be given FACTS for Determining
Eligibility for Individuals with Visual Disability and Guidelines for Evaluating
Environmental Barriers. Variables in the environment as well as the applicant's
ability to perform the tasks required to use the bus are considered.
4. A decision will be made within 21 days of a complete application, in-person interview,
and functional assessment.
5.Issue Certification letter and Riders Guide.
Temporary Disabilities
If a customer has a temporary disability, he/she may obtain paratransit eligibility for
the expected duration of the disability. If the disability continues beyond the certified time,
AccessRide will require a revised certification from the customer's Health Care Professional.
Recertification Process
It is required that all AccessRide customers submit an application for recertification
every three years or whenever certification expires (i.e., temporary disability status).
At the appropriate time, AccessRide will send out a recertification packet to verify
continuing eligibility. The packet will provide detailed
instructions on the recertification process.
Appeals Process for a Denied Application
If your application is denied, MTA AccessRide has developed an appeal process as required by ADA.
Applicants have up to 60 days from the date of the written denial to appeal.
(Refer to Appeal Process section.)
AccessRide business hours are from 8:00 a.m. to 4:30 p.m. weekdays,
from 10:30 a.m. to 2:30 p.m. Saturdays and Sundays.
Paratransit rides must be scheduled by 4:30 p.m., from one to seven days in advance.
Customers may schedule multiple rides with one call.
AccessRide reservationists may need to negotiate the pickup and return
times with customers within a two hour window --
one hour before and one hour after the requested pickup time.
In order to book your trip,
please have the following information available when you call AccessRide:
Your name
The date and time of arrival and departure
The exact name and address (including name of building if known) of the
pickup and drop off locations (including return trip information). Zip code
for each trip and telephone number, if known. Remember the service is external door-to-door.
Passengers must inform the reservationists when they are planning to take
a Personal Care Attendant (PCA), companion or service animal.
Passengers must inform the reservationists when planning to travel with a mobility
device.
Users should be prepared to accept trip times up to l hour earlier or later
than the preferred pickup times. When the time of arrival is of primary importance,
such as a ride to work or an appointment, inform the reservationists. The pick up
time will be adjusted to accommodate the time of arrival. When the time of arrival
is flexible, such as a ride to go shopping or visiting, inform the reservationists.
Passengers must schedule separate drop off and pickup times even if only at
a location for a short period of time. These times must be a minimum of 30 minutes apart.
Drivers will not wait for passengers at any location.
Trip requests that originate and end within 1.5 miles of a regular bus route
(excluding commuter or express service) will be given confirmation
when users make their initial call.
AccessRide will inform passengers if the pickup or destination is not within
MTA's service area. Trip requests that originate and end outside 1.5 of miles of a
regular bus route (excluding commuter and express service) will be given confirmation
two days prior to the scheduled trip date.
To cancel a previously scheduled ride, contact AccessRide at (615) 880-3970 and press menu option 4.
If passenger must cancel a previously scheduled ride, the cancellation
must be received by AccessRide the day before the ride is scheduled or
a minimum of two hours in advance.
If a trip is not canceled with adequate notice or the vehicle arrives
at the pickup location and the ride is subsequently canceled, passengers
will be considered a No-Show (failure to cancel a scheduled ride).
A No-Show may be logged on the customer's record for the following reasons:
A ride is canceled with less than 2 hours before the pickup time.
A ride is canceled at the pickup time (at the door), or not
canceled at all.
A passenger is not ready to depart when the vehicle arrives
for pickup.
A passenger cannot be located at the scheduled pickup location
at the scheduled time.
AccessRide will notify customers if there is a problem with No-Shows.
A suspension of service may result from excessive cancellations with
less than a two-hour notice. AccessRide will attempt to contact customers
when there appears to be a significant problem with last minute cancellations.
Subscription Service
If a passenger schedules trips on a routine and regular basis, subscription
service may be requested. However, subscription service is not required by the MTA.
AccessRide has set a limit on the number of subscription trips available.
Under the ADA, the total number of subscription trips cannot exceed 50 percent
of the space available on the system at any time period during any given day.
Passengers may only make changes to subscription reservations one time over a
three-month period or subscription service may be canceled, excluding sick days,
vacation, etc. Passengers' pickup times may vary with subscription service.
Passengers are encouraged to be prepared to leave in advance upon notification from the scheduler.
Same Day Service
AccessRide does not accommodate same day changes unless it
is deemed an emergency situation.
All subscription service is cancelled on holidays. If you still need your
subscription ride on the holiday, contact AccessRide at (615) 880-3970 or
(615) 880-3286 (TTY) by 4:30 p.m. the day prior to the holiday.
Schedule Type and Service Area' are based on the amount of regular fixed-route
bus service being operated.
NOTE: Service is subject to change without notice. For specific dates and schedules,
please call the AccessRide Office at (615) 880-3970.
Holidays:
New Year's Day
Martin Luther King Jr. Day
Memorial Day
Independence Day
Labor Day
Thanksgiving Day
Christmas Day
Paratransit Ride Fares
The standard paratransit ride fare is $3.20 per one-way trip.
Passengers may travel with a Personal Care Attendant (PCA) AT NO CHARGE.
The fare for a guest is $3.20 per one-way trip for regular paratransit service.
Passengers may travel with a Service Animal at no additional charge. Inform
the reservationist when traveling with a Service Animal.
Paratransit service may be provided to ADA certified eligible persons who are
not currently certified within the Davidson County area. All visitors are required
to provide a minimum amount of information to AccessRide to determine eligibility to
utilize paratransit service. Visitors must provide the following:
An ADA eligibility card or letter from another region.
Proof of address and documentation of a transportation disability (if not readily apparent).
The complete address of where residing while visiting in Davidson County.
Visitors are requested to complete an ADA Registration Form.
Visitors are eligible for service for any combination of 21 days during any
365-day period beginning with the visitor's first use of service. Visitors
returning to the region whose visitor eligibility has expired must reapply for
visitor eligibility. Those planning to return to the region within a year,
frequently visit the region, or stay in the region over 21 days are encouraged
to submit an application for AccessRide paratransit service.
If any staff associated with providing paratransit service has been particularly
helpful or has gone out of their way to provide assistance, contact the AccessRide
Office at (615) 880-3970 or MTA Customer Care at (615) 862-5950.
Complaints
Passengers should file a complaint any time that the service is not satisfactory,
safe or secure. Complaints should be filed with MTA Customer Care at
(615) 862-5950.
To assist with the investigation, file the complaint as soon as possible.
When filing a complaint, provide the following information:
Your name
Exact date and time of your trip
Description of the incident
Address of your destination
Vehicle and operator number or name
All complaints are taken seriously and every effort is made to resolve
complaints in a timely manner. If a complaint is filed, customers will be
notified of a final resolution.
The ADA requires that transportation providers to establish a process
for persons to appeal decisions if they are denied access to paratransit service.
MTA has established an appeals procedure for persons whose applications for paratransit
eligibility are denied or for persons who have received suspension notices for other reasons.
An individual may file an appeal when AccessRide denies paratransit service for any of
the following reasons:
Denial of Eligibility
Suspension resulting from excessive No-Shows or Cancellations
Suspension for Seriously Disruptive Behavior
AccessRide will inform an applicant or current customer of a decision to
deny eligibility status or to suspend service by letter. Individuals have
60 days from the date of the letter informing them of an eligibility denial
or service suspension to request an appeal. Requests for an appeal must be
sent in writing to the MTA AccessRide Policy Advisory Committee at the following address:
Once the request for an appeal is received, a five-member Appeal Panel will convene.
The Appeal Panel consists of two MTA staff persons, two stakeholders of
AccessRide and an individual with the Metro ADA Office. The Appeal Panel
will issue a final written decision within 30 days of the appeal hearing.
AccessRide will not provide service to individuals who are pursuing an
eligibility appeal. However, if the Appeal Panel has not made a decision
within 30 days after the hearing, temporary service will be provided.
This temporary service will continue until a decision on the appeal is reached.
Upon appeal for a No-Show or Cancellation suspension, paratransit service
will be provided pending the appeal; suspension of service will not begin until
the appeals process is complete. If a decision is not made within 30 days of
the completion of the appeal hearing, the individual appealing the suspension
shall be granted service until a final decision has been reached.
Persons requesting an appeal will be notified in writing of the time, date and
location of the appeal hearing. Individuals are encouraged to attend the appeal
hearing although attendance is not mandatory. If individuals requesting appeals
cannot attend, they may have another person(s) represent them at the hearing.
If the individual or a designated representative is not present at the appeal hearing,
the Appeal Panel will base its decision on the documentation submitted by AccessRide.
Passengers who exhibit behavior that AccessRide documents as being seriously
disruptive will be suspended from receiving paratransit services until
the Appeal Panel reviews the suspension. The ADA does not require a
transportation provider to offer an appeal process if a customer
is suspended because of seriously disruptive behavior.
Passengers who exhibit behavior that is violent or illegal will be denied
paratransit services. An Appeals Panel will review an incident of
violent or illegal behavior upon requests, but will only act to verify
that such behavior occurred. Verification of violent or illegal behavior
will result in denial of paratransit service.
