Paratransit Door to Door Guidelines

Guidelines for Spokane Transit’s

Door-to-Door Paratransit Van Service

Effective September 24, 2007
 

Shared Ride / Shared Responsibility

 

Paratransit Hotline:
(509) 325-6026

TTY: Contact the Washington Relay Service at:

711

What is Paratransit and Door-to-Door Van Service?

Paratransit service is comparable to the STA fixed route bus service. Follow the link to find out more about the Paratransit Service Area.

Paratransit operates in a defined service area, during the same days and hours as the fixed route service for ADA-eligible customers and visitors, their companions, and their personal care attendants (PCA’s).

Spokane Transit operates Paratransit as an origin to destination, door-to-door, shared ride service.

(NOTE—at Spokane International Airport where, according to the regulations, the operator must remain with the van curbside and the customer must meet the operator at the van.) 

  • Escort the customer from the pick-up door or common public entrance to the door or through the common public entrance at the destination.
  • Assist a PCA or companion onto and off the van.
  • Ensure that customers and mobility aids are properly secured.
  • Safely operate the van in a shared ride capacity.
  • Carrying up to four personal items to/from the van for the ADA eligible customer (each item less than 25lbs).
  • Honor the nature of a shared ride service.
  • Meet the van operator at the door within 5 minutes of the van’s arrival to avoid delaying the van.
  •  Do not delay the van operator for more than 5 minutes upon reaching the destination.
  • Accept the operator’s escort from the pickup door into the van at the beginning of the trip and from inside the van to the door at the destination.
  • Understand that the van operator is not a caregiver and does not provide attendant-to-attendant service. The customer is responsible for making arrangements for any assistance needed beyond the van operator’s escort to and from the door.
  • Obey Spokane Transit’s Rules of Conduct including compliance with the door-to-door policy.
  •  Customers who do not obey STA’s Rules of Conduct are subject to disciplinary steps up to and including exclusion from service as outlined in Article III (b) of the Rules of Conduct. 
  • Ensure that the client is ready and willing to leave when the van arrives.
  • Have the client meet the van operator at the door within 5 minutes of the van’s arrival to avoid delaying the van.
  •  Ensure that the customer does not delay the van operator for more than 5 minutes upon reaching the destination.
  • Understand that the van operator is not, and will not act as, a caregiver.
  • STA Paratransit service does not provide attendant-to-attendant service. The caregiver is responsible for making arrangements for any assistance the client needs beyond the van operator’s escort to and from the door.
  •  Instruct the client on proper conduct on the van based on the STA Rules of Conduct.
  •  Customers who do not obey STA’s Rules of Conduct are subject to disciplinary steps up to and including exclusion from service as outlined in Article III (b) of the Rules of Conduct. 

Some examples are:

  • Entering a customer’s private residence.
  • Establishing a formal or informal agreement or decision guaranteeing that the customer is handed to a designated attendant or is not left alone at the destination.
  • Providing escort assistance and or carrying bags for the customer’s companions or PCA to/from the door.
  • Handling a service animal.
  • Operating a customer’s electric mobility device 

By establishing a pattern or practice of not following the policy, a customer risks suspension from van service. This is tracked on a rolling 12-month period.

 If you have questions, contact a Paratransit Supervisor, Monday through Friday, 8:00 a.m. to 5:00 p.m.

1212 W Sharp Avenue
Spokane, WA 99201
Phone: (509) 325-6026
Fax: 509-325-6030

 TTY: Contact the Washington Relay Service at

711 

 Some examples are:

  • A residential front, side, or rear door with an accessible path to the van;
  • A common or public entrance (such as a lobby or reception area) inside the door(s) of an apartment building, business, school, medical office, or other public facility;
  • Through a set of double/triple doors into a public facility;
  • A specified location in an open area such as a park;
  • The front office of a cemetery;
  • Specific outdoor entrances such as at the Fairgrounds or Albi Stadium;
  • A door attached to a garage (inside garage door access must be pre-approved); or
  • The door of a vehicle when the customer is transferring from another vehicle to the van.

Note: Wherever possible, van operators must keep sight of the van. 

Definition of Terms

ADA-Eligible Paratransit Customer – A person who STA has qualified under the eligibility provisions of the ADA.

ADA-Eligible Visitor – Visitors from out of town, who are certified ADA eligible by another transit provider, or provide necessary documentation of a disability, or self-certify that they have a disability that prevents them from using the regular STA buses, may use the ADA Paratransit service for up to 21 days a year.

Personal Care Attendant / PCA – A person who travels from the same origin to the same destination with the ADA-eligible customer and provides a service to the customer. A PCA does not pay a fare when accompanying the ADA customer.

Companion – A person who travels with an ADA-eligible customer and pays the same fare as the customer.

Door-to-door – Origin to destination Paratransit service from the door at the customer’s pick up location to the door at the customer’s destination.

Door/Designated Door – The common public entrance to a building, residence, or area, including going through double doors or triple doors into the common public entrance of public facilities.

Common public entrance – The appointed waiting area in a public facility. Examples of the common public entrance include a lobby, lounge, entry way, atrium, reception desk, information desk, a suite door within approximately 15 feet of the entry door.

Attendant-to-Attendant – A level of service that STA does not provide guaranteeing customers will never be left alone by the van operator. Also commonly referred to as hand-to-hand service.

Caregiver / Service provider / Guardian – A person who provides direct care for a client and who may have legal authority to make decisions for and/or may be responsible for the safety and care of the client.

Spokane Transit provides a Paratransit Rider Handbook with all the information our paratransit passengers need. View the handbook online or request a hard copy from us at 509-328-1552 or by emailing [email protected]

Questions?

If you have any questions about paratransit service, please contact Paratransit Services at 509-328-1552. Representatives are available 7 days a week, including holidays, from 8 a.m. to 5 p.m. You can also send an e-mail to [email protected]

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