SolTrans

SolTrans ADA Paratransit Rider’s Guide

A copy of the ADA Paratransit Rider’s Guide has been mailed to all certified SolTrans ADA Paratransit passengers.  Newly certified passengers will receive a copy from CARE Evaluators.  For more information about SolTrans ADA Paratransit bus service, please click here.

SolTrans ADA Paratransit Contact Information

Paratransit Dispatch:  707-649-5401
California Relay:  711
 

 ADA Paratransit Rider’s Guide:

  1. Webpage view as a full color booklet:  SolTrans ADA Paratransit Rider’s Guide
  2. Printable as a full color booklet: SolTrans ADA Paratransit Riders’s Guide

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ADA Paratransit Eligibility

SolTrans Paratransit service is provided in accordance with the Americans with Disabilities Act (ADA) of 1990. Paratransit service is reserved for people with disabilities, or disabling health conditions that prevent them from independently navigating the public bus system, also known as the fixed-route system, for some or all of their trips.
 
If you would like to apply for Paratransit service, call the Solano County Paratransit Eligibility Center at (707) 541-7184 to schedule an in-person assessment. C.A.R.E Evaluators will assess your eligibility. Transportation to and from the assessment is free. The remainder of the guide is designed for certified riders, but can offer you a preview of how the service works.
 
Welcome to SolTrans Paratransit Service
 
Your ADA eligibility qualifies you for origin-to-destination, shared-ride service. SolTrans Paratransit operates as a complement to our fixed-route service, meaning it operates the same hours and days as fixed-route, and provides you with accessto the areas in Vallejo and Benicia within ¾ of a mile of local fixed-route bus corridors. SolTrans Paratransit also provides several transfer points for riders to continue on to intercity trips with other Bay Area transit agencies.
 
Your eligibility qualifies you for ADA paratransit service with any transit agency in the San Francisco Bay Area or the wider United States. If you are a visitor to the area and can show your ADA eligibility from your home area, then you may use the service for up to 21 days within a year before having to register locally.
 
Understanding Your Paratransit Services
 
This Paratransit User’s Guide explains how to use this service to ensure high-quality service for all paratransit riders. The guide explains the service hours, areas and fares. It also explains how to make reservations, prepare for a ride, cancel a ride if your plans change, and avoid no-shows. The guide also lists other transportation options which may be useful to you.
 
Service Hours and Holidays
 
Where We Go In Your Community
 
Service Hours
SolTrans Paratransit bus service operates seven days a week during the same times as fixed-route service. Fixed-route hours span between 5:50 AM to 8:50 PM Monday through Friday, 6:30 AM to 7:50 PM on Saturday; and 8:30 AM to 7:50 PM on Sunday. Because hours of operation vary by fixed-route, your specific trip time availability depends on the specific hours of operation of the fixed-route service available at your origin and destination. Last trips will be scheduled to be completed within the hours of service.
 
Holidays and Limited Service Days
SolTrans has four limited service days, and does not operate any service on seven national holidays.
 
No service Holidays:
Easter, Memorial Day, July 4th, Labor Day, Thanksgiving, Christmas Day, and New Year’s Day.
 
Saturday service Holidays:
Day after Thanksgiving, Martin Luther King Day, Veterans Day and Presidents Day
 
Service Area
 
SolTrans Paratransit service areas fall within Vallejo, and Benicia. SolTrans Paratransit coverage area meets the Americans with Disabilities Act requirements, operating within a 3/4 mile area on either side and at the ends of fixed-route corridors; as well as in small areas surrounded by corridors within the core service area. (This does not include commuter bus routes). SolTrans serves Benicia ADA trips with the General Public Dial-a-Ride service.
 
SolTrans provides some paratransit plus service going above and beyond the ADA requirements to allow passengers to make intercity trips beyond the SolTrans service area. SolTrans can take you to a transfer point to allow you to transfer to another paratransit agency to complete your trip. Dispatch staff can make arrangements with the connecting agencies for you.
 
Fares
 
Passengers pay the full fare for every trip, which is $3.00 for one-way trips within Vallejo or between Vallejo and Benicia, and $5.50 for one-way intercity trips beyond the core SolTrans Service Area. The General Public Dial-a-Ride fare is $2 one-way for trips within Benicia only.
 

Tip! You are required to pay a separate fare on every paratransit bus you board during intercity trips.

Current Fares
Effective July 1, 2012
 
ADA Paratransit Cash Fare 10-Ride Pass
Local Fare $3.00 each way $30.00
Multi-zone Fare $5.50 each way, to and from the transfer point N/A
General Public Dial-a-Ride
Benicia only trips $2.00 each way $20.00

 

 

 

 

 

 

 

As allowed by the ADA (Americans with Disabilities Act), the paratransit fare is higher than fixed-route to reflect the cost of operating premium origin-to-destination service.
 
If you choose to use the fixed-route for some of your trips, the reduced fare for seniors, Medicare card holders, and persons with disabilities is only $0.85 for local trips and $2.50 for multi-zone trips, which is half of the non-discounted fixed-route fare.
 
Multi-Ride Pass
Customers who prefer not to carry cash for trips may purchase a SolTrans Paratransit 10-Ride Pass for $30.00, or a 10-Ride General Public Dial-a-Ride Pass for $20.00, for trips within Benicia only. Passes may be purchased from:
 
• Your driver with cash or check
• The Vallejo Transit Center: 311 Sacramento St., Vallejo, CA 94590
• The SolTrans Ticket Office: 1850 Broadway St., Vallejo, CA 94589
• By Mail: SolTrans Ticket Office 1850 Broadway St., Vallejo, CA 94589
 
Reserving your Ride
 
Reservation Days and Hours
Dispatchers will take your trip requests during normal business hours between 8:00 AM – 5:00 PM, Monday through Friday, and 9:00 AM – 4:00 PM on Saturday and Sunday.
 
Please call (707) 649-5401 to reserve your trips.
 
Trip requests can be made between one (1) to seven (7) days in advance of the trip. If a requested trip time is not available, SolTrans Paratransit dispatch staff may offer a trip time up to one (1) hour before or one (1) hour after the requested trip time to accommodate all ride requests. Same-day requests can only be accommodated if space is available.
 
When making a reservation, the dispatcher will ask:
 
•   Your name and phone number
•   Pick-up: Exact street address
•   Drop-off: Exact street address
•   Desired pick-up time and any appointment time you need to meet
•   Desired return time
•   Number of persons riding (just yourself, or with a Personal Care Attendant or companion)
 
Dispatch will note on your record if you have a mobility device or service animal, if you need assistance to and from the door, or any other special needs common to all your trips so you don’t have to repeat these details each time you make a reservation.
 
Tip! As a courtesy to passengers aboard, please be ready to go as soon as the vehicle arrives. This helps keep the service on-time and maintains the quality of the service for all riders.
 
Watching for your Ride
 
Your pick-up window
You should expect your ride within a 30 minute window. The SolTrans Paratransit bus is considered to be on-time if it arrives within 15 minutes of the scheduled time, either 15 minutes before, or after, your scheduled time. The table below is a sample pick-up window when a passenger must be ready to leave and the corresponding scheduled time.
 

Pick-up Window Start

Scheduled Pick-up Time

Pick-up Window End

10:00 AM

10:15 AM

10:30 AM

 

 

 

 

Tip! Write down your pick-up time window when you make a reservation.

Please go to the vehicle as soon as it arrives as the driver may only wait for five minutes before departing. If the SolTrans bus arrives within your pick-up window, and you are not ready, the driver must wait no longer than 5 minutes before leaving and recording your trip as a “No-Show.”
 
If the passenger cannot be found, dispatch will try to contact the rider as a courtesy before leaving. If contact cannot be made, the driver will be instructed to leave.
 
Preparing for Your Trip
 
Personal Care Attendants and Companions
One (1) Personal Care Attendant (PCA) may ride with you free of charge if your eligibility record shows that you have indicated the need for a PCA. You may also reserve a ride to bring along one companion (family, friend or individual other than your PCA). Companions pay the same fare as the ADA certified passenger. Please tell the dispatcher if your PCA and/or a companion will be riding with you.
 
Additional companions may be accommodated provided that space is available for them on the paratransit vehicle and will not result in the denial of service to ADA paratransit certified passengers.
 
If you use fixed-route for some of your trips, your Personal Care Attendant pays the same reduced fare as you, the ADA certified passenger.
 
Packages and Folding Push Carts
Passengers are advised to limit their carry-on bags or packages to three (3), weighing no more than twenty (20) pounds each. Passengers should be able to manage their own packages. Passengers may bring foldable shopping carts as long as space is available at the back of the vehicle.
 
Seat Belts and Car Seats
For safety, all passengers are required to wear seat belts. Wheelchair passengers wear a SolTrans provided lap-belt. SolTrans Paratransit does not provide children’s car seats; customers must provide their own car seat for children ages eight (8) and under as required by state law.
 
Mobility Devices
Per ADA Guidelines, SolTrans vehicles and lift equipment are designed to carry standard mobility devices which are 48″ long by 30″ wide, and weighing 600 pounds, including the passenger.
 
We recommend staying within the standard envelope and weight. However, we may be able to accommodate larger mobility devices provided that they are within the limits of safe operating requirements.
 
Passengers traveling in scooters are encouraged to transfer from their scooter to a bus seat for their safety and comfort.
 
Power mobility devices with a leaking or dead battery unit will not be allowed to board.
Source: CFR 49 Transportation, Figures to Part 38
 
Pets and Service Animals
Pets are allowed on the bus as long as they are transported in a pet carrier by the passenger.
 
A service animal is defined by the ADA as any guide dog, signal dog, or other animal individually trained to provide assistance to an individual with a disability. Animals meeting this definition are considered service animals under the ADA regardless of whether they have been licensed or certified by a state or local government.
 
If you intend to regularly travel with your service dog, please notify Paratransit Customer Service so this can be recorded in your permanent record.
 
The service animal must stay on the floor of the vehicle and be under control and well-behaved at all times. Any service animal will be removed if it shows signs of aggression or inappropriate behavior. 
 
Timely Cancellation and No-Show Policy
 
Timely Cancellations
If you know that you will not need a scheduled trip, please cancel it as early as possible to make sure scheduling is available for other passengers. Cancellations are accepted up to two (2) hours before the trip. Cancellations made less than two hours before a trip are considered late, and marked as a no-show. We appreciate your call to cancel, even if you need to call late because of a reason beyond your control.
 

Call Paratransit Dispatch at (707) 649-5401 to cancel trip requests.

No-Show Policy
A No-Show is recorded each time a late cancellation is made, or when a client is not available for their pick-up during their 30 minute pick-up window.
 
SolTrans will enforce the SolTrans ADA Paratransit No-Show Policy for passengers who exceed three (3) no-shows and 10% or more of trips no-showed within a month. Enforcement of this policy is needed to guarantee reliable service for ADA paratransit riders and minimize the cost incurred by no-shows.
 
Passengers will be notified of each no-show using a door hanger or postcard, and will receive a warning after three (3) “no-shows”.
 
If a passenger exceeds the no-show threshold, they will receive a suspension letter, proposing to suspend service within two weeks and outlining the appeals process. Penalties increase progressively up to a one (1) month suspension, and reset after a calendar year.

 

ADA Paratransit No-Show Penalties

1st Month Passengers will receive a call and letter to review policy and exceptions
2nd Month 14 day service suspension
3rd Month and there-after in a calendar year Increasing penalties by one (1) week, up to a one (1) month suspension

 

 

No-Shows Beyond A Passenger’s Control

Passengers are not responsible for no-shows resulting from sudden illness, family or personal emergency, transit connection or appointment delay, extreme weather conditions, operator error, or other unforeseen reasons for which it’s not possible to call the Paratransit Dispatch line to cancel in time or take the scheduled trip.
 
It is up to the passenger to notify SolTrans of no-shows beyond their control by calling:  Customer Service at (707) 648-4666.
 
You Can Avoid A Suspension By:
•   Writing down your 30 minute pick-up window and watching for your bus during the full window
•   Boarding within 5 minutes of the arrival of the vehicle
•   Cancelling your trip well in advance or as late as 2 hours before the trip
•   Calling Paratransit Customer Service to document no-shows beyond your control
 
Appeals
Passengers who are suspended have the right to appeal and will be sent information about the appeal process with their suspension letter.
 
Subscription Service
 
Subscription service may be allowed for passengers who attend dialysis and have a regular weekly schedule for these medical appointments. Call Paratransit Customer Service to request an application. Subscription capacity is limited; new applicants will be wait listed.
 
Transportation Options & Resources
 
Other convenient and affordable transportation services may be available to you.
 
Call (707) 648-4666 for information on:
•   SolTrans personalized trip planning assistance on fixed-route service
•   Fixed-Route Bus, 50% reduced fare
 
Call (707) 736-6991 for information on:
•   Local Taxi Scrip Program, 50% reduced fare
•   Intercity Taxi Scrip Program, 85% reduced fare (subject to change)
 
For regional trip planning assistance contact:
•   Solano Transportation Authority, Solano Napa Commuter Information,  (800) 535-6883
•   MTC, 511 Trip Planning Assistance, call 511 or visit www.511.org
 
For ferry service contact:
•   San Francisco Bay Ferry, (877) CA-FERRY
  
Questions or Comments?
 
Feedback from you, our riders, is one of our most valuable sources of information about SolTrans Paratransit service. If you have a comment about a specific trip, please make sure to note the time and date so staff can investigate the issue.
 
Please share your feedback with us via:
 
Mail:      Vallejo Transit Center 311 Sacramento St., Vallejo, CA 94590
Web:      “Leave a Comment,” on our home page www.soltransride.com
Phone:    Paratransit Customer Service (707) 649-5401
 
Solano County Transit – SolTrans
311 Sacramento Street
Vallejo, CA 94590
Effective:  July 1, 2013
 
 

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