Type of Service

In accordance with the Americans with Disabilities Act (ADA), the NFTA provides comparable service to eligible individuals with disabilities who are functionally unable to use regular accessible fixed-route bus service for some or all of their transportation needs.

49 Code of Federal Regulations 49 CFR Sec. 37.129 (a)

Service Area

NFTA will provide a level of service that is comparable to the level of service offered on our fixed route bus system and must extend ¾ of a mile on either side of the fixed route.

49 Code of Federal Regulations 49 CFR Sec. 37.131 (a)

Types of Eligibility

Unconditional eligibility entitles you to use PAL service during all hours and days of operation.

Conditional eligibility places certain restrictions on your use of PAL service based on your particular type of disability. For example, you may only be eligible to use PAL service during winter months or for travel to unfamiliar destinations where you have not been travel trained.

49 Code of Federal Regulations 49 CFR Sec. 37.123

Hours and Days of Service

PAL provides the same level of service as our fixed route service. This means that PAL operates whenever Metro Bus and Rail provide service in your area.

49 Code of Federal Regulations 49 CFR Sec. 37.131 (e)

Travel Time

A trip on PAL may take an extended amount of time, as direct trips are not guaranteed.

49 Code of Federal Regulations 49 CFR Sec. 37.131 (f)

Trip Purpose

NFTA does not impose restrictions or prioritize based on trip purpose.

49 Code of Federal Regulations 49 CFR Sec. 37.131 (d)

Administrative Appeals Process

You may request an Appeals Hearing if you disagree with your eligibility status or any sanction imposed on your paratransit service.

49 Code of Federal Regulations 49 CFR Sec. 37.125 (g)

Personal Care Aide/Attendant (PCA)

Customers who are unable to travel independently may travel with a Personal Care Attendant (PCA). The individual's application must indicate from the Healthcare Professional that a PCA is needed for travel. PCA must have the same origin and destination as the PAL customer. Also a PCA travels free when accompanying the PAL customer.

49 Code of Federal Regulations 49 CFR Sec. 37.123 (f)

Companions

Customers may travel with companions as long as they have the same origin and destination. Companions pay the same fare as the PAL customer.

49 Code of Federal Regulations 49 CFR Sec. 37.123 (f)

Visitors

A visitor is an individual with a disability who does not reside in the jurisdiction serviced by the public entity or other entities which the public entity provides coordinated complementary paratransit service

NFTA is not required to provide service to a visitor for more than 21 days after the first paratransit trip used. If an individual is planning to use PAL for more than 21 days NFTA requires that an individual apply for services in this jurisdiction.

49 Code of Federal Regulations 49 CFR Sec. 37.127 (e)

Reservations

Reservations for PAL must be made no later than the day prior to travel however reservations can be made up to 14 days in advance.

49 Code of Federal Regulations 49 CFR Sec. 37.131 (b)

Subscription Trips

If repetitive trips are taken over an extend period of time customers are entitled to request a subscription trip service. Typically, subscription trips are provided for work, education, and medical care related trips, or whenever the same trip is taken repeatedly. Subscription service may not exceed 50 percent of the PAL Direct trips provided on any given day or time.

49 Code of Federal Regulations 49 CFR Sec. 37.133 (b)

Missed Trips/Late Cancels/Service Suspension

The entity may establish an administrative process to suspend, for a reasonable period of time, the provision of complementary paratransit service to ADA eligible individuals who establish a pattern or practice of missing scheduled trips.

Customers who have 2 trips or 10 percent of your trips (whichever is greater) within a calendar month are no-shows or late cancellations will receive a violation for that month. If you receive two or more violations within a six-month period, your PAL service will be suspended. You will receive a postcard following each incident. You must respond to this postcard within 10 days to dispute a no show/late cancel.

It is therefore important for you to call PAL whenever you are unable to make your trip. Failure to call at least two hours prior to your pick-up window may place you in jeopardy of losing PAL service. PAL will notify you I n writing prior to suspending service.

49 Code of Federal Regulations 49 CFR Sec. 37.125(h)

Service Animals

Service animals are always welcome on PAL, including guide, hearing ear and service animals for people with physical disabilities.

It is your responsibility to make sure your animal has up-to-date shots and that proper flea control measures are taken.

It is also your responsibility to keep your animal under control at all times.

49 Code of Federal Regulations 49 CFR Sec. 37.167 (d)

Mobility Aids

49 Code of Federal Regulations 49 CFR Sec. 37.3

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.

Walkers must be collapsible and able to be stored between seats.

The mobility device must be in good working order; with batteries charged, tires inflated, working brakes, footrests attached, and all parts secure.

Department of Transportation,(DOT), regulations state that transit providers are only required to transport a wheelchair and occupant if the vehicle and lift can do so safely. NFTA will not transport individuals and their mobility aid if it exceeds 30 inches in width and 48 inches in length and weighs more than 800 pounds when occupied.

In the event the mobility aid and occupant exceed what the vehicle can carry, the individual will be given the option of traveling using an alternate mobility aid or travel with a personal Care Attendant (PCA), who can operate the mobility aid while the individual rides the lift separately. Please note that under no circumstances are Operators allowed to operate mobility aids.

Fare

49 Code of Federal Regulations 49 CFR Sec. 37.131 (c)

Fares for PAL are two times the amount of the fare of the fixed route systems. One-way fares are paid when you board. Round trip fares cannot be accepted.

A Personal Care Attendant (PCA) is not charged for PAL rides.