Contact Information
Trip reservations can be made on the RTS Plus App or via phone 352-393-7433 Monday through Sunday from 8am to 4pm. After 4 pm to call a cancel a ride call 352-334-2600.
If you experience a problem with RTS or RTS Plus service, you may call 352-393-7433, Select option 1 for customer service. Or you can contact RTS via Facebook or go to our website www.goRTS.com and go to ADA RTS Plus Service Paratransit and find ADA Comments. When sending a written complaint please include details such as time, date, location and a description of the problem you experienced. This will help in determining the appropriate personnel to contact in order to resolve any difficulties you may have as quickly as possible.
How to apply for ADA certification and ADA Paratransit Service
Individuals interested in using Paratransit must first be determined eligible for the service. The eligibility review considers each person’s functional ability to use the fixed-route bus. If a disability or health condition prevents you from using the fixed-route bus under any condition, you might be determined “fully” eligible. If you can use the fixed-route buses some of the time, but not at other times, you will be determined “conditionally” eligible for those trips that you cannot make by bus.
To receive information about the ADA eligibility process or start the process, call the Center for Independent Living (CIL) at 352-378-7474, and ask to make an ADA certification appointment. If you need translation services for the ADA certification appointment, please make that request when the ADA appointment is booked and state the language that is needed.
If you are not ADA eligible
You may appeal any decision that declares you ineligible. Instructions for filing an appeal will be included in your notification letter.
All appeals will be heard by an independent appeals committee. If you do not wish to have the in-person hearing, you may waive the in-person hearing and proceed on the basis of a written presentation. If the eligibility determination takes longer than 30 days to decide after completion of the appeals process paratransit service will be provided from that time until a decision to deny the appeal is issued.
How to schedule an ADA paratransit trip
Reservations can be made 1 to 14 days prior to when service is needed. Reservations can be made up to 23:59 the day before you wish to travel in the VIA app or riders can call RTS customer service Monday through Sunday, 8:00am to 4:00pm. RTS is not able to accommodate same day trips.
- There is a 30-minute pick-up window, in which RTS+ has 30 minutes from your scheduled pickup time to pick you up and 30 minutes to get you to your appointment destination.
- RTS+ is allowed to negotiate trip times. If the time you wish to travel is over booked, RTS+ is allowed to ask if you would be willing to travel an hour on either side of your requested travel time (i.e. if you are requesting a 10AM pick up the reservationist can ask if you would be willing to travel at either 9:00AM or 11:00AM to help them better schedule their trip volume). Currently 10:00 AM and 3:00 PM are the most requested pick-up times.
While making a reservation:
- Download and log into the RTS Plus App. This will allow you to book your trip for the next day or up to 14 days in advance.
- Be sure to include any personal care attendants (PCA) or companions that will be accompanying you on your trip. You are allowed to have two accompanying riders: a PCA and a companion or two companions. There is no charge for a PCA. Companions are charged the same co-pay as the ADA client.
- Annotate in the app if you are traveling with a service animal or a pet.
- Annotate in the app your mobility status (i.e. If you need a mobility aid, wheelchair or walker, etc.).
If you usually travel with a wheelchair but decide not to take your wheelchair, be sure to annotate that in app that you will be an ambulatory rider.
- Let the app know if you need additional time to board the bus. Drivers are only required to wait 5 minutes but can be allowed to wait longer if additional time is needed to board the vehicle.
When you book your trip, make sure to allow enough time between trips. Remember, you must be at your destination at least 1 hour prior to pickup, and that you could be on the van for at least 1 hour within the service area. Consecutive trips must be scheduled a minimum of 90 minutes apart.
- If you book your trip with an agent, you will be asked to provide the same information as listed above.
- Negotiated Trip Times Occasionally, the exact time you wish to travel may not be available. In that case, Customer Service may offer you other choices that may be up to one hour earlier or one hour later than the time you wish to travel. If you need to arrive at your destination by a specific time, tell the Customer Service Representative they will attempt to give you a pick-up time that will get you to your destination on time. If your travel time is more flexible, please let the Customer Service Representative know and they will suggest a time.
- Example:
Caller requests a trip to get to work by 9:30 a.m. If there is no availability for the exact time requested, the Customer Service Representative may offer a drop-off time option based on vehicle availability and the distance of the trip anywhere from 8:30 a.m. to 10:30 a.m. If the negotiated scheduled time is 8:30 a.m., the passenger MUST be ready to board the vehicle between 8:30 a.m. to 9:00 a.m. Passenger needs to be ready within the pickup window, to ensure timely delivery.
- Example:
Taking a trip
- RTS+ provides a shared-ride, paratransit service, which means other riders may be on the same transport vehicle with you. Drivers will meet you at the front door of any private residence or at the ground floor door of a public building.
- Drivers are prohibited from entering any private residence, so please be ready and waiting to board the vehicle at the start of your scheduled “pick-up window”.
- Drivers can go into the first-floor lobby door of a public building but are not required to search for clients or go to the second floor of a building. Drivers are not allowed to escort passengers into building to internal offices. RTS provides a door-to-door service, not a door-through-door service. If you require an escort to an internal office of a building, contact the office and have them provide the escort needed to the office.
- The pick-up window starts 30 minutes prior to your scheduled appointment time for clients who are traveling within the ADA service area limit. For clients living within the ADA service area and wishing to travel outside the ADA service area, those would be grant funded trips or some other funding source. The window opens 90 minutes prior to the scheduled appointment time.
Riding boarding times
The driver will only wait 5 minutes for you to board from the beginning of the pick-up window. If you do not board within 5 minutes, the driver will depart without you, and you will be a no-show. If your disability makes it difficult for you to board the vehicle in 5 minutes, then please notify RTS+ so the 5-minute boarding requirement can be modified for you.
The correct fare is required at the time of your trip. Drivers are prohibited from making change. Drivers are also prohibited from accepting gifts or gratuities of any kind. Once at your destination, you must remain there at least 1 hour from the time you were dropped off, before RTS+ can return to pick you up.
Rider tips
- Make sure that your address is clearly visible from the street, especially at night.
- If you are being picked up at the mall or a large building, make sure when you schedule your ride to tell the reservationist at what entrance you will be waiting at.
- Carry necessary medication with you in case RTS+ is delayed and your trip takes longer than expected.
- If you use oxygen, bring an adequate (extra) supply.
- If you are diabetic or hypoglycemic, please bring a small snack with you in case the trip takes longer than expected.
- Give yourself a 5-to-10-minute buffer before your actual appointment time when scheduling medical appointments to ensure your on-time arrival.
- If you need assistance once inside a building, make arrangements with the office you are going to visit, and request they meet you at the lobby door to escort you to the internal office. RTS+ drivers do not enter into buildings to provide escort to internal offices.
When the paratransit vehicle arrives
- The Paratransit driver will pull up to the pick-up address you provided, and unless something is preventing them from doing so, they will park as close as possible to the location. The vehicle might arrive before your pick-up window opens; you are not required to leave earlier than your requested pick-up time. The driver may come to the door and let you know they have arrived. If you are ready, you may accompany them to the van.
- If you are not ready and the driver is early, the van will wait and the driver will come to the door when your window opens. The driver is required to get out of the vehicle and come to the door; they are required to identify themselves to you and to escort you to the van. The driver is not permitted to honk the horn to let you know they have arrived. Please report such incidents to either the RTS ADA Transit Coordinator or to RTS Customer Service.
- PLEASE NOTE: The vehicle may arrive early to pick you up for your trip. The 5-minute wait time doesn’t begin until the time VIA determined to be the arrival time of the vehicle. The vehicle will wait till 5 minutes after that time.
- If you are not ready, the driver may have to leave to avoid inconveniencing other riders. If you need additional time, you can request a reasonable modification to access and board the vehicle by asking the reservationist to allow more time for you to board the vehicle.
ADA paratransit service fares and refusal to pay/no pay
Fares MUST be paid when you board the vehicle.
If you do not pay the correct fare the driver will refuse to provide the ride, and you will be assessed a no-show. You must have the exact change; drivers do not carry money. Failure to pay the appropriate fare will result in your trip being denied.
The ADA allows transit agencies to charge twice the fixed-route fare.
All paratransit trips require a fare:
- ADA Certified riders using RTS+ will be charged $3.00 per trip.
- Guests/Companions are required to pay $3.00 per trip.
- There is no charge for PCAs (Personal Care Attendants)
A passenger may:
- Pay the fare with exact change on each ride.
- Pay the fare with a credit card on the RTS Plus app.
- pay on a reloadable account. The balance is available by putting credit on the account. Passengers’ fares will be deducted upon completion of a trip.
- Fares will depend upon your sponsorship or funding source.
RTS has a “No Strand” policy, but if you do not pay for a return trip, your service will be suspended until the balance to paid.
Refusal to Pay or No Pays
In an effort to ensure consistent and fair transportation services to all of our passengers, everyone is expected to pay the proper fare upon boarding the RTS Plus vehicle. To emphasize the importance of limiting “No Pays,” the RTS Plus Refusal to Pay policy is as follows:
• If the passenger does not have the appropriate amount to pay for his or her co-pay, transportation will not be provided.
• RTS Plus has a ‘No Strand’ policy so if a passenger refuses to pay for a return trip the passenger will not be eligible to reserve a future trip until payment of the co-pay has been fulfilled.
- Personal Care Attendant or PCA: A PCA may travel free with a certified rider. Please mention that a working PCA is traveling with you when you reserve a ride. Also, a service animal may accompany you at all times on fixed- route and Paratransit service.
- Other companions: ADA passengers are allowed to have two riders accompany them on an ADA trip. If one is a PCA, the other is considered a companion; if you are not authorized to have a PCA, you may travel with up to two companions. You must annotate in the VIA app when booking your trip that you will be traveling with one or two companions. Companions are required to pay the full $3.00 fare. RTS+ may allow more than two accompanying riders to travel with you if space permits and prior arrangements are made.
Assistance ADA Provides
ADA Paratransit is a door-to door-service; therefore, drivers are required to escort riders to the van. Upon request, drivers will assist riders in getting to the vehicle, getting on the vehicle, getting off the vehicle and walking to and from the vehicle. This assistance may include:
- Drivers may lend a supporting arm, guide, and/or assist up or down steps.
- Drivers will operate the wheelchair lift and will assist riders with the securement of wheelchairs or mobility aids and with seat belts.
- Drivers will not push wheelchairs up or down steps.
- Drivers are not required to carry passenger packages. Riders are allowed to bring small shopping carts with them on the van to handle groceries.
- Drivers are prohibited from lifting or carrying passengers and/or their children.
- Drivers are required to escort riders from the door of their pick-up location, and to the door of the drop-off location.
- Clients should wait by the outermost doors for pickup; drivers are not required to go through doors to lobbies or to the second floor to find clients.
- Drivers are not required to escort riders to internal offices. If assistance if needed arrangements should be made with the office staff to provide that needed assistance.
- If additional time is needed to access and board the vehicle, please request a reasonable modification to get the extra time needed to board the vehicle.
- Drivers will assist as needed to help you board the vehicle such as securing wheelchairs or operating the lift.
Passenger Property
Passenger property that can be carried by the passenger in one trip and can be safely stowed on the vehicle shall be allowed to be transported with the passenger at no additional charge.
Passenger property does not include wheelchairs, child seats, secured oxygen, personal assistive devices, or intravenous devices.
Shopping carts
- Riders are allowed to bring one (1) small 2- and 4-wheeled foldable or collapsible shopping carts with them on the van to handle groceries.
- Drivers are not required to carry packages or load passengers’ belongings on vehicles.
- Drivers may secure the shopping cart in the wheelchair securement area, or the passenger can pull the cart between the seats directly next to where they are seated.
- Example shopping carts:
NOTE: Please do not bring more groceries than you can carry on or off the van, because this can cause delays in the van’s departure. If you need a reasonable modification to your boarding time, contact RTS+ or the ADA Transit Coordinator.
If you have arrived at your destination, the driver has taken you to the door, but you need further assistance, please arrange to have someone other than the driver assist you. Under the ADA, doctors’ offices and other places of business are required to assist clients coming to their establishments. A call-in advance to let the office or business know you need assistance will ensure your safe and timely arrival at your ultimate destination. The driver needs to depart after delivering you to your destination in order to pick up other passengers and will not go through doors to take you to appointments.
On the day of your trip, RTS+ cannot change pick-up times or pick-up/ drop-off locations. This is considered same-day service, and RTS+ is not required to accommodate such requests. These changes create an inconvenience to other riders.
Will Call: If your appointment is running late
Everyone has occasional circumstances outside of their control that can cause delays at a scheduled appointment. If your appointment is running later than you expected, and there is a chance you will not be ready for your scheduled return trip (or if you have missed the van), open the VIA app and change your requested pick-up time or call RTS+ as soon as possible. Your request will be coordinated with the dispatch office that stays in radio contact with drivers.
Every effort will be made to adjust your return pick-up time and assign another bus to pick you up at a later time. Because schedules are set the day before, there may be a delay of at least 2 hours before another vehicle is available to accommodate your trip.
REMEMBER: Allow extra time for medical appointments or other appointments that may take longer than expected. This will reduce the unnecessary cost of sending an additional vehicle.
NOTE: If a bus is sent and you are not ready, you will be considered a will-call. If you call to change your appointment because you are running late, you will be considered a will-call, and RTS+ has 2 hours to provide another pick-up.
How to cancel a scheduled ride
Late cancellations cost RTS and taxpayers thousands of dollars each year and affect our ability to provide that trip opportunity to other riders. If you have scheduled a ride that you no longer need to take, please update your trip request in the VIA app or call RTS+ as soon as possible to cancel prior to your scheduled pick-up time. You can cancel all trips the day before and up to fourteen (14) days in advance or put subscription service on hold for longer periods of time.
For trip cancellations, update using the VIA app or call RTS+ at 352-393-7433 8am to 4 pm Monday thru Sunday.
Trip cancellations can be made, or you can update your trip status in the VIA app. If you need to call RTS after 4 PM, call 352-334-2600 for RTS dispatch.
The “No-Show” policy
No-show in relation to “will call”: In order to be considered a “will call” riders must notify us before the vehicle shows so that we have the opportunity to work them into the schedule. If they are made a ‘no show’ they will not retroactively be made a “will call’. A new trip will be added into the system, as time permits, in order to adhere to the no strand policy.
Q: What is a No-Show?
A: No-Show is when you schedule a Paratransit trip, but then you:
- Without any notice to RTS+, you fail to take your trip.
- Cancel the trip too close to your scheduled pick-up time to allow the trip to be rescheduled for someone else.
- Without any notice to RTS+, delay your scheduled trip.
- The driver arrives at a drop-off location, and the rider delays the van by not getting off the van. Or when no one is at the location to receive the rider and the rider cannot be left unattended.
Q: Why do we need a “No-show” policy?
A: No-Show usually results in a wasted trip. This is very expensive and takes away a trip that could have been scheduled for someone else.
Space on the paratransit system is limited and costly to provide. RTS+ drivers will wait for passengers for 5 minutes (unless an accommodation has been requested) within the on-time pick-up window.
On-time Pick-up Windows
The on-time pick-up window for “Pick-up/ arrive by,” is defined as the time the VIA system has determined when the vehicle will get there to meet requested arrival time within the (30) minutes window (for travel within the ADA service area). For the “Return Trip/Depart at time, the on-time pick-up window is defined as the time the VIA system has determined when the vehicle will get there to meet requested depart time within the (30) minutes window of the requested pick-up/depart time (within the ADA service area):
Pick-up Prior to Appointment: The thirty- (30) minute pick-up window allows time for RTS+ drivers to arrive to pick up riders and get the client to their desired “arrive by” time. Actual travel time to an appointment is to be no more than time it will take to a fixed route bus to travel the same distance. This is usually one (1) hour within the ADA service area but in some cases when traveling from the NW side of Gainesville to the SE side of Gainesville the trips might take longer than an hour because of the actual time it takes to drive the route.
Pick-up After Appointment: The thirty- (30) minute pick-up window allows time for RTS+ drivers to arrive to pick up riders for a return trip from a requested appointment. This is usually one (1) hour within the ADA service area but in some cases when traveling from the NW side of Gainesville to the SE side of Gainesville the trips might take longer than an hour because of the actual time it takes to drive the route.
RTS+ drivers are required to make reasonable attempts to locate and alert riders who may not be able to identify a waiting vehicle. RTS+ is required to ensure that the special instructions for alerting riders are included on run manifests or electronic trip transmissions and are available to drivers and dispatchers. If additional time is needed to access and board the vehicle, please ask the reservationist to add additional wait time to the schedule for you to board the vehicle.
If the driver is not able to make in-person contact with the customer, they will notify dispatch and will make a reasonable effort to locate and alert the customer by telephone. If contact is not made with the customer and at least 5 minutes have elapsed from the time of the driver’s arrival, the dispatcher should instruct the driver to leave a “No-show” door hanger, depart the pick-up location, and record the customer as a “No-show” on the manifest.
Riders who are located or contacted by a driver’s dispatcher, and who indicate they are not ready or will not be traveling as scheduled, will also be recorded as no-shows. Dispatchers must enter notes into the trip record related to each no-show approved.
Riders who do not call and cancel at least one hour prior to the negotiated pick-up time will be recorded as “late cancels,” which is considered a form of no-show.
The ADA regulation allows Paratransit service to be suspended, for a reasonable period of time, when a rider consistently misses scheduled trips. The RTS administrative process for suspending Paratransit service is as follows:
- A rider may be subject to suspension for a predetermined length of time if they meet all of the following conditions:
- Have accumulated three or more no-shows in a calendar month.
- Have scheduled at least 10 trips that month.
- Have no-showed at least 10% of the trips scheduled that month.
- Riders will be assessed points for same day cancellations, not being ready to travel and/or canceling at the door.
- The point system is as follows
- Same Day Notice is charged to the rider’s record if they cancel their ride less than one hour before the pick-up window opens. The client will be assessed 1 point.
- Late Notice is charged against the rider’s record if they cancel their ride between 30 minutes and one hour prior to the scheduled pick-up time. The client will be assessed with 2 points.
- No Notice/Cancel at the Door is charged to the client’s record if they cancel the ride less than 30 minutes before the scheduled pick-up time, or they notify the driver when the driver arrives at the door they are not going, or the vehicle has waited 5 minutes, and the client is not ready to go. The client will be assessed 3 points.
- Twelve points within 30 days will trigger a review of the rider’s trip record. The review must clearly show the no-shows and late cancels were the rider’s fault, the vehicle arrived on time and waited for the minimum time required, that the rider was notified that they received a no-show and the no-show was not due to a system no-show.
- Before suspending service, RTS+ must notify the rider in writing, by certified mail, of the proposed suspended service, citing specifically the basis of the proposed suspension and describing the proposed sanction. The rider must be told which no-shows they are being suspended for. They have the right to question any of the no-shows recorded if they were beyond the rider’s control and appeal the suspension.
Q: How do I appeal my suspension?
A: You can appeal your service suspension by making a verbal or written appeal of suspension to the RTS ADA Transit Coordinator within ten (10) calendar days after the date of the Letter of Suspension, and no later than the date listed in the body of the letter.
Verbal requests can be made by calling 352-334-2650 or 352-393-7826, Monday through Thursday, 7:30 am to 5:30 pm. you can send a written request to the RTS ADA Transit Coordinator at: Station 5, P.O. Box 490, Gainesville, FL 32627. Or via email to crawfordma1@cityofgainesville.org and ask for an appeal review of the service suspension.
- The suspended rider must be given a chance within ten (10) business days to be heard and to present information and arguments.
- RTS+ must provide the suspended rider with written notification of the decision, the length of time for suspension, and the reasons for it.
- If a rider is shown to have abused the no-show policy and is suspended from the service, the following suspension times will be utilized:
| OCCURENCE | NUMBER OF DAYS |
| 1ST SUSPENSION | A WRITTEN WARNING |
| 2ND SUSPENSION | 7 DAYS |
| 3RD SUSPENSION | 14 DAYS |
| 4TH SUSPENSION OR MORE | 30 DAYS (COULD LEAD TO LOSS OF SUBSCRIPTION SERVICE) |
In accordance with DOT ADA regulations, Part 49 CFR 37.131(b), when a no-show occurs on the first leg of a trip, all later rides for the day will not automatically be canceled. It is the rider’s responsibility to cancel rides (service) they no longer need.
Failure to cancel rides that are no longer needed will result in the assessment of points from the current no-show policy. Each trip that is no-showed is assessed independently in accordance with ADA regulations. Riders will be assessed no-show points for each trip they no-show regardless of whether there are multiple no-shows for the same day.
If a schedule delay, bad weather, or breakdown causes RTS+ to be late, the VIA app will text you and let you know when the vehicle will arrive. If you decide to find another way to your appointment after waiting thirty (30) minutes from your scheduled time, please let RTS+ know you secured another ride, so RTS+ does not send the van or assess points for a no-show.
If you feel you were charged with a no-show in error, call the ADA Transit Coordinator at 352-334-2650 or 352-393-7826 so an investigation can be completed.
Where is my ride
The VIA system will call or text when the vehicle is ten (10) minutes out. If an unexpected delay occurs because of road work, traffic conditions, bad weather, or, on occasion, mechanical problems with the vehicle. You will receive a text or a phone call through the VIA system giving you notice of the delay.
If an RTS+ vehicle has not arrived 30 minutes after your pick-up window opens, and you don’t have the VIA app call RTS+ at 352-393-7433 for a “Where’s my ride update.” Dispatch will be able to give you a status on where your vehicle is and when to expect their arrival at your location. Please stay within sight or hearing of the pick-up location, if at all possible, in case the van arrives while you are calling.
Visitor Policy
If you are a visitor to the Gainesville area and have been determined ADA eligible by another transit or public agency, your eligibility determination will be honored while you are visiting the City of Gainesville. You will need to provide proof of eligibility when you arrive prior to using the ADA paratransit service.
You can contact the ADA Transit Coordinator at 352-393-7826 or the Center for Independent Living at 352-378-7474 and let them know when you are visiting our area and would like visitor status to use local transportation. This will allow us to add you to the system so you to book trips on the VIA app. If you have an ADA card and wish to use the fixed route just show your ADA card to the driver upon boarding the vehicle.
If you are coming from a location that does not provide documentation of ADA certification, RTS asks that you contact the ADA Transit Coordinator at 352-393-7826 or the Center for Independent Living at 352-378-7474 and let them know when you are visiting our area and would like visitor status to use local transportation. You will need to provide documentation of your place of residence (any form of ID with your address on it or a utility bill with your address is acceptable). If your disability is not apparent, a doctor’s note attesting to what your disability is will also be requested.
For Gainesville residents wishing to visit other cities you may contact the CIL for help with notifying your destination of your ADA certification or you can call, email or write your destination city with your date and times of arrival to set up access to transportation; if available, in the area you are visiting. Visitor status in the area you are visiting will depend on length of time and on local policy, but twenty-one (21) days within 365 days is the Federal standard.
For visitors to Gainesville you will be able to use the paratransit service for a total of twenty-one (21) days within a 365-day period. If you are in need of service beyond the twenty-one (21) days, you will need to apply for local certification.
Personal care attendants
A Personal Care Attendant (PCA) is someone you may bring with you to assist you with traveling or with your personal care or activities. One (1) PCA may ride for free when traveling with you. A PCA must get on and off the van at the same places and times as you.
To be able to have one PCA ride free with you, you must be registered with a need for a PCA. This is completed as part of the eligibility process. If you did not indicate the need for a PCA when you first applied for Paratransit eligibility and you are now in need of a PCA, call the Center for Independent Living (CIL) at 352-378-7474 and the staff will work with you to change your status and include a PCA.
Riders with mental deficits who will not remain seated and keep their seat belts on while the van is in motion, or who bother other passengers for any reason, will be required–for safety reasons–to travel with a PCA.
NOTE: When scheduling a trip, you will need to annotate in the VIA app or tell the reservationist that you are traveling with a PCA. This ensures that there will be room on the vehicle for you, your PCA, and other scheduled riders.
Guest / Companion
A guest/companion is someone you want to bring along to share the trip, not someone you must bring to assist you. Guest/companions must pay a fare when accompanying you and must get on and off the vehicle at the same places and times as you.
When scheduling your trips, you will need to annotate in the VIA app or tell the reservationist that you will be traveling with one or more guests/ companions. Drivers cannot add riders who do not have a reservation.
NOTE: If you make a reservation for your guest/companion, you are always entitled to bring up to two guests/companions with you unless you have a PCA, then you are entitled to one guest/companion and one PCA. Additional guests/ companions will be accommodated if there is enough space on the vehicle and prearrangements have been made with RTS+.
Wheelchairs and other mobility aids
Paratransit vehicles are designed to accommodate most wheelchairs and mobility aids. RTS+ requests wheelchair riders to wear a Posey belt, and it is recommended that you allow the driver to use the lap belt for your safety. 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.
Other power-driven mobility devices (OPDMDs) are any mobility device powered by batteries, fuel, or other engines–whether or not designed primarily for use by individuals with mobility disabilities–that is used by individuals with mobility disabilities for the purpose of locomotion. RTS does not allow OPDMDs containing fuel on RTS buses due to safety concerns.
If a rider has a manual wheelchair and needs help getting onto an RTS bus, RTS drivers can aid the rider up the ramp and onto the bus. RTS+ provides door-to-door service and will aid a passenger on to the vehicle lift and onto the RTS+ vehicle. RTS and RTS+ Drivers cannot push any manual wheelchair over curbs, upstairs or downstairs. This is to prevent injury to our drivers and the passengers and is a safety issue.
The maximum amount our lifts on the fixed-route buses can safely accommodate is 600 pounds (chair and rider combined). The maximum our paratransit fleet can safely accommodate is 800 pounds (chair and rider combined). While some of the newer fixed-route buses have the upgraded ramps, which can accommodate 800 pounds, not all the buses have this feature; therefore, RTS cannot ensure all buses on all routes can safely transport a passenger utilizing a mobility device whose combined passenger/mobility device weight exceeds 600 pounds.
For driver safety and lift/ramp specification and capabilities, passengers and mobility devices, which exceed the combined weight of 600 pounds, must ride on the paratransit system. If you weigh more than 800 pounds (mobility device and rider combined), neither RTS nor RTS+ have vehicles or lifts that can accommodate you, so for safety reasons you will have to make other transportation arrangements.
Scooters
Some 3-wheeled scooters are difficult to secure on paratransit vehicles. Some scooters also come with a warning from the manufacturer that they should not be used as seats in moving vehicles. Because of this, the driver may recommend that you transfer to a vehicle seat if you are able to do so. While the driver will not require you to transfer, we strongly recommend that you do, as this allows us to provide you and other customers with the safest ride possible.
Wheelchair security and seat belt policy
It is the driver’s responsibility to ensure that mobility devices are properly secured.
Wheelchairs/scooters are required to be secured into the 4-point securement system at all times during the ride. Mobility device users are not required to use Posey belts or lap belts, but RTS and RTS+ will provide these additional securement devices to passengers upon request to ensure the customer’s safety. “Secure Here” stickers are available for riders to place on their mobility aid to assist the driver in placing the securement devices.
Respirators and portable oxygen equipment
Portable oxygen equipment and portable respirators are permitted on paratransit vehicles. The driver will assist you in securing this equipment on the vehicle. Drivers are not permitted to assist you when using this equipment. If you need assistance with portable life support equipment, please arrange to bring a qualified attendant along with you.
Service animals
A service animal is a dog that is individually trained to do work or perform tasks for the benefit of an individual with a disability, including a physical, psychiatric, sensory, intellectual or other mental disability.
Comfort or companion animals are not service dogs and will have to be transported as pets and will have to be in a carrier.
RTS and RTS+ riders may travel with a service dog. Be sure to annotate in the VIA app or inform the reservationist when you are scheduling your trip that you will be traveling with a service animal.
You are responsible for the care and supervision of your animal while on board. If you are planning on riding RTS+ with a service animal, please follow these guidelines:
- Service animals are to be properly leashed and/or harnessed and/or under voice control of their handlers at all times.
- The animal must remain at your feet or on your lap. The animal may not sit on a vehicle seat.
- The animal must not be aggressive toward people or other animals.
- You are responsible for any damage or soiling caused by the animal.
- The animal must be clean and well groomed.
- No proof is required of an animal’s training.
- The animal can be prohibited from boarding if that particular animal poses a threat to the driver or other passengers.
Transporting children
RTS+ is required to transport children in the following manner:
- Children who are between the ages of birth and four (4) years old inclusive, and/or children who weigh less than forty (40) pounds must travel with a responsible guardian, and must ride in a child safety seat which complies with Section 316.613 F.S.
- Children under eight (8) years of age inclusive must travel with a responsible guardian. This requirement may be modified by City as it deems appropriate.
If your child is required by Florida law to be in a child safety seat, it is your responsibility to provide that safety seat and ensure it meets requirements set by Florida statute for child restraint devices. (Section 316.613, F.S.).
Transporting pets or companion dogs
Pets are not to be confused with Service Animals (See section on Service Animals).
RTS+ will transport the pets or companion dogs of riders, as long as such pets are completely enclosed in commercial pet carriers, which fit on the rider’s lap or beneath their seat.
For safety reasons, drivers are not permitted to carry cages or kennels on or off Paratransit vehicles. If you need assistance with a pet, please arrange to travel with someone who can help you.
You must inform RTS+ that you wish to travel with a pet at the time you request your trip. Riders scheduled to travel with pets will be identified on the Manifest or Schedule. RTS+ may refuse to transport your pet if it causes a disruption to service for you or any other rider.
The animal must not be aggressive toward people or other animals. You are responsible for any damage or soiling caused by the animal.
Transporting packages
RTS+ will transport packages belonging to riders as long as the rider is on board with their package and the package fits on the rider’s lap or beneath their seat.
Riders are also permitted to utilize hand pulled collapsible shopping cart/baskets. These carts/baskets will be secured by the driver to ensure they do not roll or tip over while the vehicle is in motion. If you are bringing a shopping cart with you, let the reservationist know when you request your trip to assure an accessible vehicle that will better accommodate the collapsible carts.
Package limitations
Drivers are not required to carry packages for the ADA passengers. Drivers are not required to assist with loading and unloading packages and personal items, so please do not plan to bring more than you and/or the assistant who is traveling with you can manage without delaying the vehicle. Delaying the vehicle occurs when you bring more items than you can carry on the vehicle at one time. If you are not ready to go, you can be deemed a will-call and a no-show will be assessed to your record.
RTS+ is prohibited from transporting illegal controlled substances (excluding prescription medication), hazardous materials, firearms or explosive devices.
Complaints and commendations
A Complaint is defined as, “A report by an eligible rider or representative of a rider which identifies an incident or action by a driver or a member of RTS+ Staff, which detracts from the positive image, service quality, and/or non- compliance with the requirements of the paratransit services covered by contractual agreement.”
A Commendation is defined as, “A report by an eligible rider or representative of a rider which identifies an action by a driver or a member of RTS+ Staff in which the staff member or driver has gone above and beyond what is required to provide outstanding service.”
Riders with concerns or complaints can notify either RTS customer service or the ADA Transit Coordinator. Riders will be notified of the findings regarding their concern or complaint at the conclusion of the investigation into the incident.
RTS+ is then required to investigate and record the results of the investigation and how the complaint has been addressed, as well as what corrective actions, if any, have been taken to avoid future complaints of the same nature. RTS+ has thirty (30) business days to respond to service complaints per the union agreement. Quarterly RTS+ is required to report all ADA complaints and any resolution to FDOT.
If the complaint involves safety or serious misconduct, RTS+ has twenty-four (24) hours to investigate and determine the cause.
In all cases, ADA transit coordinator is the final arbiter as to whether or not complaints have been adequately resolved.
RTS+ may discuss complaints with ADA paratransit riders or their representatives. RTS+ is prohibited from taking any actions against any individual who has reported a complaint in connection with the service.
Formal grievance procedures
A formal grievance is a complaint that is lodged to document serious concerns regarding the administration or operation of the ADA Paratransit service and/or the fixed-route service. A formal grievance is appropriate but not limited to situations that continue to occur that violate the rules governing ADA service (i.e. OTP, TIV, Phone hold times, passenger safety, missed trips, trip denials and vehicle maintenance that remain unresolved for 30 days or more).
A formal grievance can be requested when a concern/comment/complaint is lodged to document continuous or chronic situations/events/incidents regarding the operation or administration of ADA Paratransit service. A formal grievance may also be a service complaint that has been left unresolved for more than 30 days.
Formal Grievances include but are not limited to:
- Chronic, recurring or unresolved Service Complaints for more than 30 days.
- Continuing violations of specific rules governing ADA paratransit service.
- To appeal a Suspension of Service.
If the concern/comment/complaint is related to paratransit service and continues to be a chronic situation that remains unresolved, the ADA Transit coordinator will investigate and evaluate the situation, and report to RTS Transit Director.
If the concern/comment/complaint involves the fixed-route service, the RTS Customer Service Advocate will complete an investigation of the incident and report the findings to the ADA Transit coordinator and the RTS Transit Director.
As part of the resolution of the disputed situation, the incident may be referred to the Citizens Advisory Board for an open forum discussion to see if other passengers have experienced similar problems to see how pervasive the situation is. This will also provide the rider a forum to be heard, and allow RTS+ to seek ideas on how to best deal with and resolve the situation.
Riders who wish to file a formal grievance should contact the RTS ADA Transit Coordinator at 352-334-2650 or 352-393-7826, and request a formal grievance due to a recurring or chronic service complaint.
Disasters, public evacuation
Riders who need help evacuating in the event of a disaster or need to go to a shelter in the event of a storm are asked to enroll with the Alachua County Special Needs Registry. The Special Needs Registry maintains a list of residents who, because of their disability, have special requirements (i.e. life support, oxygen, special diet, visually impaired) and are in need of transportation or shelter in the event of a storm or disaster.
If time allows planning for an upcoming critical event (i.e. tropical storms, hurricanes), these riders will be contacted prior to and asked if they desire transportation to a special needs shelter. Depending on the situation, riders will be transported to a special needs shelter or evacuated. To register with the Alachua County Emergency management call 352-264-6500, ext. 311.
Reasonable modifications
The ADA requires public entities to make “reasonable modifications” in their usual ways of doing things, when necessary, to accommodate people who have disabilities. The exception is if the public entity can demonstrate that making the modifications would fundamentally alter the nature of the service, program, or activity. If you have a request for a reasonable modification, contact the ADA Transit Coordinator at 352-393-7826.
Rider courtesy and conduct
- No Smoking on the vehicles.
- Riders shall maintain appropriate, reasonable personal hygiene. If riders have open or seeping sores, or are leaking bodily fluids, for health and safety reasons RTS or RTS+ can refuse service until the situation has been contained or corrected.
- Violent, disruptive or illegal behavior will not be tolerated. The passengers who are physically or verbally abusive to drivers or other passengers, or are otherwise disruptive, may face suspension of service. If necessary RTS Plus staff will contact the appropriate law enforcement authorities to have a disruptive individual removed from the vehicle
- Riders must depart the transit vehicle upon demand of an authorized RTS or RTS+ employee including the van/ bus operator.
- Unscheduled stops are not allowed (i.e., stopping at convenience stores for drinks, stopping at pharmacies for prescriptions, etc.). Drivers are only allowed to make stops at destinations listed on their manifests.
- No eating or drinking on-board (unless required for health reasons).
- No riding with open containers of alcohol or with illegal drugs.
- No abusive, threatening, or obscene language or actions.
- No deliberate fare evasion.
- No physical abuse of another rider or the driver.
- No petting guide dogs or other service animals without the permission of the owner.
- No playing of radios, multimedia devices (e.g. computer, cellphone or tablet), or other noisy equipment without headphones.
- Riders with mental deficits who will not remain seated and keep their seatbelts on while the van is in motion, or who bother other passengers for any reason, will be required for safety reasons to travel with a PCA.
- Family members of clients who cannot be left alone must ensure that a responsible individual is at the residence to accept delivery of the client. If no one can be reached to accept delivery of the client, the client will be returned to the point of pick up. If that’s not possible, the client will be taken to the local police station, and the responsible adults can collect their family member from the police department.
- Service Animals may ride at no additional charge but must be properly controlled. Riders are responsible for the behavior and hygiene needs of the service animal. Service can be refused or discontinued if a service animal is seriously disruptive or violent.