Introduction

This guide explains the services RTS offers as the Community Transportation Coordinator (CTC) for Alachua County. It will help you plan your trip and make your ride a safe and pleasant experience.

Accessible formats are available upon request.

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Section 1: Dear Rider

RTS is a door-to-door ride service. Our drivers and staff are friendly, polite, and on time. We will try to meet your needs. If a request is unsafe or too hard to do, we may have to say no.

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Section 2: Service Hours and Days

• TD sponsored service is provided Monday – Friday from 6:00 am to 6:00 pm (last drop-off). There are no TD rides provided on Saturday and Sunday.

To book a ride, call our office using the steps below. We cannot give same-day rides. When you book, you must book both your ride there and your ride home. To change the ride, either call us by 4:00 pm the day before or change your ride request in the RTS Plus VIA app. The VIA software or RTS customer service representative will change it if our schedule allows.

RTS does not run rides on holidays. Currently those are New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, the day after Thanksgiving, Christmas Eve or Christmas.

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Section 3: Reservations

Remember, this is a shared ride, so you may ride with other people.

To book a TD ride, call (352) 393-7433 Monday through Friday, from 8:00 am to 4:00 pm. We do not take TD or Alachua County trip bookings on Saturday or Sunday.

Have these facts ready when you call:

• Your name.
• Pick-up address, to include apartment number, building name, city name or other identifying information and, if possible, your zip code.
• Date and time of your appointment.
• Return time.
• Will you be accompanied by a companion, escort, child or personal care attendant (PCA), or Service animal? Pets are only allowed if they are in pet carrier or cage.

On ride day, be ready at the time the system gives as a pickup window for your appointment time; this can be up to an hour and half prior to your appointment time.

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Section 4: To Cancel Your Ride

If you cannot keep your ride, call us as soon as you can. Please call at least two hours before your pick-up window opens. If you do not, it counts as a “no-show.” Do not wait until the system notifies you that the vehicle is on the way. Because this will count as a “late cancel” and is counted against your no-show totals. If you have more than 5 no-shows a month then your standing order request will be cancelled and if you continue to “no-show”, then you can be suspended from obtaining trips.

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Section 5: Standing Order Requests

A “standing order request” is for a trip you make to the same place, at the same time, on the same day or days each week. If you have a regular appointment, ask our reservations staff about a “subscription request.” Your funding may decide if you can get one.

You can change a standing order request only once a month. If you change it more than that, you may lose this option. If you will not use your standing order for one day or several days, call us to cancel or pause it. This keeps “no-shows” off your record.

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Section 6: No-Show

You must call our office within two hours of your pick-up window if you cannot take your ride. Or you can cancel your trip request in the RTS Plus app. Riders may be stopped from riding for repeated no-shows. The driver will wait five (5) minutes after arriving in your pick-up window. If you do not take the trip, or you are not at your pick-up spot, it counts as a no-show. A notice will be left on your door.

• If you are made a no-show, the vehicle may or may not be able to come back for you. This will depend on vehicle availability, and a request must be made to the dispatcher.
• If the driver is late and you do not take your trip, you will not be charged a no-show.

If you think a no-show was marked by mistake, or your ride is late, call the RTS Customer Service at (352) 334-2600 or (352) 393-7433. A dispatcher or customer service agent will help you with your trip.

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Section 7: Will Call Policy

If you are not ready to go home at your scheduled return time, your ride may be changed to a “Will Call.” If this happens, please call (352) 334-2600 or (352) 393-7433 as soon as you can. A dispatcher or customer service agent will help you. This lets us set up a new pick-up time. When you say you are ready, we will send a van to your last known spot. As a “will call” it can take up to two hours to arrive. If you do not call us and let us know that you will not be ready to go at your scheduled pickup time and we show up and make you a “no-show” then you will become a “no strand” and we will come back and get you when we can, so that you are not stranded at a location other than your home. If we show up at your home and you are a no-show, we have no obligation to transport you, and you will have to reschedule for a later date.

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Section 8: Fares

If you have a credit card on file in the RTS Plus app and the app is not able to collect a fare your service will be automatically suspended. You must call RTS to unsuspend your service in order to continue to ride. Subscription trips will be cancelled if the system suspends you for nonpayment.

Fares depend on who sponsors your trip. If your trip sponsor requires you to pay a fare, you must pay it or your service will be suspended. Fares are for one-way trips. If you bring someone with you, that person will need to pay a fare as well. When you book, ask the reservations staff how much your fare is. You must pay the EXACT fare; you can put a credit card on file in the RTS Plus app or put money against your account in the app. Drivers do not carry change.

• TD trips are $3.00 for each leg of your trip; a round trip will be $6.00.

Credit cards or prepaid vouchers can be set up in the RTS Plus app. Other agencies that sponsor rides may charge their clients a co-pay.

The system will book more than one trip based on where the trip is going and will determine the timing between trips on the same day. Be prepared to have to wait up to ninety (90) minutes between trips.

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Section 9: Compliments and Concerns

• To convey a compliment or service concern, please call (352) 334-2600 or (352) 393-7433.
• It is important that you let us know how you feel about the service we are providing. If you have any complaints, compliments or concerns, please call our office immediately. You may speak to a supervisor or the safety manager at any time. You have the right to expect a response from our staff in a timely manner.
• To report a SAFETY concern, please call (352) 334-2600 or (352) 393-7433.
• You may contact the CTD Helpline for further assistance with concerns and compliments at (800) 983-2435.

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Section 10: Types of Service

Transportation Disadvantaged Program

Anyone who wants to ride under the Transportation Disadvantaged Program must fill out an application. In order to qualify for TD trips you must be an Alachua County resident (proof required) and must be either low-income (proof required) or have a disability (confirmed by a doctor) or be a senior citizen (over 65 years of age). An approved application must be on file before we can give rides. Visit the RTS Website to fill out a TD application or call (352) 334-2600 or (352) 393-7433 to ask to have an application mailed to your home.

• TD fare is $3.00 per one-way trip for all purposes. TD trips may be limited due to funding availability.
• Please call the day before or up to fourteen (14) days in advance of your appointment, between 8 am and 4pm, Monday through Friday, to schedule your rides.
• One (1) companion may travel with you and must pay the same fare as the registered rider.
• You will need to re-apply yearly for this service.
• If rider is authorized a Personal Care Attendant (PCA) and is traveling to a medical appointment, then no fare is charged for the PCA traveling with the rider.

Emergency Service

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Section 11: Passenger Property

You may only bring items you can carry and safely store on the van. Passengers are authorized to bring small two wheeled shopping carts and are responsible for their own bags. The drivers do not carry or help with bags. RTS drivers will not be held personally or financially responsible for damaged or broken items.

Shopping Carts

Only one folding shopping cart per rider is allowed on the van. The passenger will use the lift to bring it on the vehicle and it will be stored between the seats or in the wheelchair securement area.

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Section 12: Rules

• No eating, drinking or smoking on the vehicle.
• No rider will be transported who is under the influence of alcohol or illegal drugs.
• No verbal abusive, threatening or obscene language.
• Passengers must pay the fare before boarding.
• No physical abuse of any kind will be tolerated.
• No tampering with the vehicle, equipment or two-way radio.
• No radios, cassette players, CD players or other sound generating devices may be used UNLESS they are connected to a headset.
• This is a door-to-door service. Drivers do not enter buildings to look for passengers. The passenger is responsible to arrange assistance from door into home and/or facilities.
• A passenger may be subject to any reasonable accommodation requirement that will ensure the safety of all passengers and drivers.

Thank you for riding with us. We will work hard to get you there safely, on time, and with care!

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Florida’s Transportation Disadvantaged (TD) Voluntary Dollar Program

Do you know someone who needs a ride to work, school, or the doctor? You can help!

The Florida Commission for the Transportation Disadvantaged (TD) runs rides for people all over the state. Together with the Department of Highway Safety and Motor Vehicles and the county Tax Collectors, the Commission started a program to pay for more rides.

It is called “Put Your Dollar to Work.” Floridians can give an extra dollar to help friends and neighbors get rides.

When you register or renew your car, you can add extra money to help. Each registration already sends $1.50 to the TD Trust Fund. You can add extra dollars when you register your vehicle. Look for the spot on the registration form that says the extra money should go to the TD Trust Fund.

Florida people have been “Putting Their Dollars to Work” since this program started. The money from each county pays for more rides in that same county.

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Be a Foster Grandparent!

Do you love kids? Are you 55 or older? Then the Foster Grandparent Program might be a great fit for you!

Since 1973, Alachua County has matched caring adults with kids who need extra help. Volunteers spend time with children one-on-one. You might help kids in Head Start classes, elementary schools, or after-school programs. Some kids have special needs, and your friendly help can make a big difference.

Who can join?

• You are 55 or older.
• You live in Alachua County.
• You are healthy enough to be active with kids.
• You enjoy working with children.
• Your income is low enough to qualify. (Ask us for the details!)
• You finish forty (40) hours of training before you start.
• You pass a background check.

What do you get?

• $4.00 for every hour you serve, paid every two (2) weeks. This money is not taxed.
• Help with medical and car insurance
• A ride, or money for gas, for up to twenty (20) miles a day
• A free meal each day you volunteer, or money to buy one
• A free yearly checkup
• Paid time off, thank-you celebrations, and training

Where will you serve?

You can volunteer at Alachua County Public Schools, local charter schools, Head Start centers, and childcare centers and after-school programs all over the county.

Ready to start?

Call us at 352-264-6730, or visit us at the John Henry Thomas, M.D. Center, 218 SE 24th Street, Gainesville, FL 32641.

If you need help hearing or speaking on the phone, dial 711 to use Florida Relay.

Join us and help a child grow!

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