1 - Exact fare for each trip is required. Drivers cannot and will not make change. Each stop is a separate trip requiring fare, regardless of the distance between stops. Refusal to pay the fare will result in the driver’s refusal to transport you.
2 – Our drivers are happy to assist you however they are not permitted to enter your residence or the business establishment.
3 - Drivers may assist each passenger entering and exiting the vehicle, and all passengers who are not handicapped should meet the driver at the vehicle. While on board our vehicles, you are required to wear your safety belt at all times. Also, please remain seated while the bus is in motion. It is against county policy to tip our drivers however, a kind word and a bright smile is always appreciated.
4 - Drivers may assist handicapped passengers from their outside entrance to and from the vehicle, if needed. Drivers are not allowed to climb stairs for the purpose of carrying or holding the passenger who is negotiating the stairs. Drivers are prohibited from lifting passengers from their seat or wheelchair to a standing position, although they may offer elbow assistance for the purpose of steadying.
5 - Transit utilizes a 30 minute after “ready” window. For example, if you scheduled a ride for 9:00 a.m., you must be ready to go between 9:00 a.m. and 9:30 a.m. You will be told that the driver will pick you up "between 9:00 a.m. and 9:30 a.m." this is to prevent any misconception as to when you should expect the bus to arrive. This is the window of time that the driver has to get there and pick you up. A pick-up is “on time” if it occurs anytime between 9:00 a.m. and 9:30 a.m. If the bus will be running late, that is after 9:30 a.m., dispatch will telephone the client letting them know of the delay.
6 - Please be ready to leave your residence for your scheduled pickup and allow at least 30 minutes after the scheduled pickup for the vehicle to arrive. Consider this 30 minute pickup window when scheduling your appointment. Watch for the bus! Should you not be visibly waiting to board the bus, the driver will walk up to your door in an effort to make contact with you. If there still is no contact, communication and/or otherwise appear, the driver will notify dispatch who will attempt to telephone you. If there is no answer and no contact with the client is made, you will be considered a “no-show” (see Cancellation Policy) and the driver will leave for their next scheduled pickup. At that point, you will need to schedule your pickup for another day.
7 - The preferred reservation deadline in 3:00 p.m. the day before the actual trip however we will try to help you no matter what time you call to make your reservation.
8 - Reservations may be made up to one week in advance of the needed trip. Scheduling is based on priority of need and number of vehicles in service on that day. There will be times due to circumstances when you will be called to reschedule your trip. Transportation will notify you as soon as these unusual circumstances arise. Medical needs take priority over non-medical needs. Drivers are not allowed to deviate from their scheduled pickup and delivery schedules. Please do not ask them to drop you off somewhere other than the scheduled drop off location.
9 - Paratransit services are for the most part not suitable for rigid employment transportation needs. Clients are discouraged from using it for such purpose unless the client has an extremely flexible work schedule and/or very understanding employer. Once again, the paratransit transportation service is not recommended for employment purposes unless absolutely necessary as we are unable to guarantee the time clients will be dropped or picked up. By the paratransit operation’s very nature, purpose and non-denial policy all clients must have flexibility in the schedules and importantly be very patient.
10 - Escorts are required for individuals under 18 years old or for those individuals who are not capable of taking care of themselves.
11 - You should always schedule the time for your return trip, if known, because a called in request to pickup is taken on a basis of when we are able to fit you in the already existing schedule. The last pickup is 4:30 p.m. therefore you must call us prior to that time to allow for a pickup. The last pickup for medical appointments is 3:30 p.m. Failure to call early enough for your return trip will require you to arrange other means of transportation home.
12 - Grocery shopping bag limits are enforced. The maximum number of paper bags you will be allowed to enter the vehicle with is four. You are responsible to move the bags to and from the vehicle; the driver may assist as needed. The driver will assist the frail, elderly or disabled with the grocery bags, to the bus and to your front door including upstairs, but not inside the door. Please have the grocery store bag your groceries in paper bags as plastic bags are difficult to handle and arrange aboard the vehicle.
13 - Disturbing others with boisterous or unruly behavior is prohibited. Talking with the driver while the bus is in motion is not allowed, remember - safety first. For the comfort and safety of all passengers eating, drinking and smoking on the buses is not permitted. Please be considerate of the driver and others on board the bus. The driver has the right to refuse services to anyone under the influence of alcohol or drugs, as well as anyone who uses threatening, abusive or foul language directed at the driver or other passengers.
14 – Transit Voucher Booklets containing twenty (20) one dollar ($1.00) Vouchers for a total cost of $20.00 are available to purchase for your convenience. It requires two (2) $1.00 Vouchers for each $2.00 one-way trip. Transit Voucher Booklets are non-refundable. Monthly BusPasses are also available which allow clients to ride as many times as scheduled for the cost of the BusPass. The current BusPass fee is $40.00 per calendar month. BusPasses are non-refundable and non-transferrable. Please contact the Transit office for details.
15 - Compliments and complaints are handled by simply filling out an easy to complete form that the driver will be happy to provide you. We value your suggestions.
16 - Cancellation Policy - Call the Transit Office as soon as you realize you do not need the transportation, preferably the day before the scheduled trip, but no less than one hour prior to the scheduled trip. A cancellation made less than an hour prior to the scheduled pick up time will be considered a “late cancel”. “Cancel at the door” is when you wait until the driver has arrived to pick you up and then you cancel. A “no-show” is when we arrive to pick you up and you are not there and have not called to cancel. All three of these cause considerable loss of time and effort on the parts of both the driver and the dispatcher. No one wants to leave without you but we do have others who are counting on us. Please be
considerate and make every effort to be there at your scheduled time and keep your appointments or cancel in a timely fashion. Violations will be treated firmly. The first two violations will result in a warning letter from the Monroe County Transit office. When the third violation occurs you will be suspended from transportation services for 30 days. As a final note this could have been avoided by letting us know as soon as possible when you do not need your scheduled trip.
17 - Monroe County Transit does not provide emergency transportation. Call Monroe County Sheriff’s Department, 911 or EMS.
18 - Monroe County Transit is a paratransit bus service requiring your flexibility and patience in your expectations related to the pickup and drop off time, very different from the Taxi’s 1-to-1 service.
19 – Unfortunately pets are not allowed on the bus. However, guide animals such as guide dogs, etc. are welcome.
20 – Posey wheelchair straps will be required on all wheelchair passengers at their residence. The strap will remain on until reaching the door of the destination.
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