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Rider’s Guide toSan FranciscoParatransit

Table of Contents

3 San Francisco Paratransit

3 Services

5 Eligibility

6 Application Process

13 Hours & Location

18 Input & Feedback

20 Paratransit Rules and Policies At A Glance

29 Responsibilities

37 More Information

37 Benefits of Using Muni’s FixedRoute System and BART

46 Quick Reference Numbers

This Guide is available in accessible formats and alternative

languages.

Please contact SF Paratransit at (415) 351-7000

(415) 351-7000

Welcome to San FranciscoParatransitSF Paratransit is a van and taxiprogram for people unable toindependently use public transitbecause of a disability or disablinghealth condition. Since 1990, theAmericans with Disabilities Act (ADA)has required all public transit agenciesto provide paratransit services toqualified disabled people. SanFrancisco Municipal TransportationAgency (SFMTA) has providedparatransit services since 1978, before itwas required by the ADA. SFMTAcontracts with a “Paratransit Broker” tomanage the service. The ParatransitBroker contracts with van and taxicompanies to provide transportation.

We Provide Three Main Types OfService:SF Access

SF Access is a pre-scheduled, ADA-compliant van service providing door-to-door transportation to ADA eligibleriders. SF Access is a shared-rideservice. You must make reservationsfrom one to seven days before theday of your trip, and service willbe scheduled within one hour ofyour requested pickup time. Foradditional information on SFAccess, see Rider’s Guide 2.

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Taxi Services

Paratransit taxi is general-public, curb-to-curb taxi service provided to ADA-eligibleriders. This is not an ADA service, butmany riders find that it better meets theirtransportation needs. For additionalinformation on the taxi program, pleasesee Riders Guide 3.

Group Van Service

Group Van is a pre-scheduled van serviceproviding door-to-door transportation togroups of ADA-eligible riders attendingparticipating agency programs such asAdult Day Health Care, senior centers, orsheltered work sites.

We Also Provide Two Other ServicesFor Seniors And People WithDisabilitiesShop-a-Round Service

Shop-a-Round is a convenient, low-costvan shuttle that makes it easier to gogrocery shopping. The service offers

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personalized assistance notavailable on Muni to peoplewith disabilities and seniors,age 65 or older. Shop-a-Roundtaxi service is also available on alimited basis.

Van Gogh Shuttle

The Van Gogh Shuttle providestransportation to social outings,cultural activities and public events.Each trip is arranged through a tripcoordinator and must be requested atleast seven (7) days in advance of theevent. Each group must have at leastseven (7) eligible individuals who willbe travelling together.

For more information about Shop-a-Round service or the Van Gogh Shuttleprogram, please call 1-415-351-7094.

Paratransit EligibilityTo be eligible for ADA paratransitservices, you must be unable to useMuni’s accessible buses, trains, orstreetcars some or all of the time,without the aid of another person.Youare eligible to use ADA paratransitservices if you fall into one of thefollowing categories:

1: You are unable to use thefixed route system

You are unable to independentlyboard, ride, or disembark froman accessible Muni bus, train,streetcar or BART train someor all of the time.

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2: The fixed-route system is notaccessible

You are functionally able toindependently navigate, board, ride,and disembark from an accessible Munior BART vehicle, but there are noaccessible vehicles on the routeproviding service to a particulardestination. Riders in this category mustuse accessible Muni or BARTroutes/vehicles whenever they areavailable.

3: You are not able to get to orfrom the system

You have a specific impairment-relatedcondition that prevents you fromtraveling to or from a bus stop or railstation, some or all of the time.

How Do I Apply For Paratransit?If you feel you are unable toindependently use Muni or BART someor all of the time due to a disability, you

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may request an applicationfor ADA Paratransit service.

• Call SF Paratransit at 1-415-351-7050; or TTY at 1-415-351-3942.

• Pick up an application at the SFParatransit Office, 68 12th Street.

• Download the application fromwww.sfparatransit.com.

If you need an application in anaccessible format or in a foreignlanguage, or if you need a referral forhelp in completing your application,please call 1-415-351-7050, and let usknow.

What happens after I’ve submittedmy application for eligibility?

For an application to be consideredcomplete, you must answer allquestions. We will not review anyincomplete applications;they arereturned to the applicant.

Once you have submitted a completedapplication, we will evaluate theinformation you have provided. Insome cases, no other information willbe needed to make an assessment.

In most cases, we will conduct asecond-level assessment. This maybe a telephone interview with you,professional medical verification,or an in-person interview. The in-person interview may include afunctional test to determineyour ability to take a public

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transit trip: for example, can you walk toa bus stop? Can you read signs?

If you need transportation to acertification appointment, our staff willassist you with arrangements andprovide transportation at no cost to you.

How long does it take to find out ifI am eligible?

Your properly completed applicationwill be processed within 21 days. Ifrequested, you must make yourselfavailable for a second-level assessment,and your medical professional mustreturn the medical verification formwithin seven days of receipt.

If your eligibility determination takeslonger than 21 days, you will be entitledto “presumptive eligibility”. This allowsyou to use the paratransit system untilwe make a final decision. You may notbe entitled to presumptive eligibility if,through delay or inactions on your oryour medical professional’s part, we areunable to complete the processing ofyour application.

If I am determined eligible, will I beable to take all my trips onparatransit?

You may take all your trips onparatransit only if you are determinedfully eligible. If you are determinedconditionally eligible, you can useparatransit only for certain trips.Conditional eligibility means that youare able to use Muni for some of your

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trips, but that due to yourdisability you are not able touse Muni for other trips. Someexamples include:

• A person may not be able toget to a particular destinationbecause it requires climbing up asteep hill from the bus stop and adisability prevents him/her fromclimbing the hill. This person wouldbe eligible for paratransit to thatparticular destination.

• Some kidney dialysis patients areable to take Muni to their dialysisappointments, but they requireparatransit to get home, due toweakness after the treatment.

The simple rule to remember if youare determined conditionally eligible:If I am able to take the trip onMuni, then I must take the trip onMuni.

Once you are determined eligible, wewill send you an eligibility letter. Anyrestrictions for conditional use will benoted in this letter and will be a partof your record. If you are determinedto be conditionally eligible, SFParatransit staff can help youdetermine which trips you areeligible to take on paratransit andwhich trips you must take on Munior BART.

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If I am certified ADA paratransiteligible, how long will myeligibility last?

Eligibility is typically good for threeyears. In some cases, eligibility maybe based on a temporary condition,such as a broken hip, and thereforelimited to a temporary period. Theterm of your eligibility will be listed onthe registration letter you receive.After your eligibility expires, you willneed to reapply if you feel you are stilleligible.

It is your responsibility to notify us ifyour disability or health-relatedcondition changes. If your conditionimproves so that it affects youreligibility status, and you do not notifyus, we could suspend or revoke youreligibility until you reapply or come into our offices for re-evaluation. If thisoccurs, you would be entitled to theappeals process (see below).

If I am denied ADA eligibility ordisagree with my eligibilitydetermination, can I appeal?

If you are denied eligibility, we willautomatically provide you with anappeal request form. You may alsoappeal if you disagree with ourconditional or temporary eligibilitydetermination. This form will need tobe completed and returned within 60days of our eligibility determination.When we receive your appeal request,we will notify you about the time andlocation of your hearing. You are

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strongly encouraged toattend the appeals hearing,but your attendance is notrequired. If you attend, you maybring a representative with youto assist in presenting yourappeal. The appeals hearing isinformal and is not a legalproceeding.

An independent panel that has notbeen involved in your eligibilitydecision will hear your appeal. Thepanel typically includes a medicalprofessional, a disabled communitymember and a transit professional. Thepanel is trained in the appeals hearingprocess. SF Paratransit staff will attendthe hearing to explain how theyreached the conclusion to denyeligibility, and you will be given time toexplain why you believe you areeligible.

If necessary, foreign language orAmerican Sign Language interpreterswill be provided for you with advancenotice. You will not be charged for thisservice. You may also requesttransportation to and from thehearing at no cost to you.

Do I need an ID card to ride theSF Paratransit Program?

No. Everyone determinedparatransit eligible will be givena certification letter. For SFParatransit taxi, a photo IDdebit card is required. For SFAccess an optional photo

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ID card will be issued upon request. TheID card will include an expiration dateand will indicate whether your eligibilityis full or conditional. You should carryyour ID card with you whenever youuse SF Paratransit or visit the SFParatransit office. You will need this cardto use paratransit taxi services (Pleaserefer to Rider’s Guide 3). You may alsoneed to show your ID card or eligibilityletter when you travel to other parts ofthe country, to verify that you are ADAparatransit eligible.

Is my personal information keptconfidential?

Yes. All personal information is keptconfidential and only informationnecessary to provide adequatetransportation service is shared withtransportation providers. If you appealan eligibility determination, yourpersonal information may be sharedwith the appeals panel so that you maybe given a complete and fair hearing.

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The appeals panel mustalso observe your right toconfidentiality.

General Information About SFParatransit ServicesWhat hours and in whatgeographical area are SFparatransit services provided?

Paratransit van and taxi services areprovided 24 hours a day, seven daysa week, 365 days a year. Service isprovided throughout San Francisco, toTreasure Island, to the MarinHeadlands during Muni service hours(SF Access only), and to the northernmost part of Daly City in San MateoCounty. If you are not sure if yourdestination is in the SF Paratransitservice area, call the Paratransit staff at1-415-351-7052.

Where is the San FranciscoParatransit office located andwhat are the office hours?

Location: 68 12th St., between Marketand Mission Streets. The nearestaccessible BART station is CivicCenter Plaza at the intersection ofMarket, Grove and Hyde Streets. Theaccessible Muni Metro lines are theJ, K, L, M, N and T (Van NessAvenue Station). Muni bus linesserving the area are the 6Parnassus, 9 / 9L San Bruno, 14 /14L Mission, 47 Van Ness, 49Van Ness/Mission, and 71Haight. The F Market and

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Wharves historic streetcar line alsoserves this area.

Hours: The office is open Mondaythrough Friday, 9:00 am to 4:45 pm.

Holidays: The office is closed on thefollowing holidays: New Year’s Day, Dr.Martin Luther King Jr. Birthday,Presidents’ Day, Memorial Day,Independence Day, Labor Day,Columbus Day, Veterans’ Day,Thanksgiving Day, Friday afterThanksgiving, and Christmas Day.

What types of services are providedat the SF Paratransit office?

At the SF Paratransit office you may:

• Obtain information about SFParatransit Services

• Obtain an ADA paratransit application

• Submit an application for ADAparatransit certification orrecertification

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Add value to your SFP

• Purchase ride tickets forSF Access service

• Add value to your SFParatransit taxi debit card

• File a formal complaint orcompliment about any aspect ofour service

• Obtain a new or replacement photoID card (appointment needed)

• Update your personal information(address, phone number, etc.)

• Report changes in your disability orhealth-related condition

How do I get information ontaking paratransit to neighboringcounties?

ADA paratransit service is provided toand from neighboring counties. Directservice is available between SanFrancisco and the East Bay as well asMarin. A transfer is required in somecases to San Mateo County. Pleasecontact those individual programs forreservations, program rules and fares:

• Alameda County (East BayParatransit)

Administrative Office:1-510-287- 5000Reservations: 1-510-287-5040

• Marin County (WhistlestopWheels)

Administrative Office:1-415-454-0902

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Reservations: 1-415-454-0902, ext. 4

• San Mateo County (Redi-Wheels)Administrative Office: 1-650-508-6241Reservations: 1-650-871-8590

• Transit and Paratransit Information forall agencies in the Bay Area – 511(from any area code)

What if I leave the Bay Area andneed Paratransit?

Once you are ADA-certified to useparatransit, you are also eligible toreceive paratransit services in othercities and states; however,recertification may be required after 21days. Prior to booking your trip, wesuggest that you notify our eligibilitydepartment and tell us where you willbe travelling and when, so that we maysend your information to theappropriate agency. We also suggestthat you contact the transit agency inthe city to which you are traveling formore information. They will explainabout arrangements, fares, operatingtimes, and schedules.

How do I use paratransit if I am avisitor to San Francisco?

Visitors are advised to call SF Paratransitat 1-415-351-7050 in advance of a visit toSan Francisco. Visitors may presentinformation about their use ofcomplementary paratransit service in thejurisdiction in which they reside. Visitorswho do not have such documentation(e.g., because there is no ADA Paratransit

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program where they reside,etc.) may be asked to describetheir inability to access theregular bus/train system due totheir disability and will need toprovide other basic informationincluding where they reside. As avisitor from outside the Bay Area,eligibility will be valid for up to a 21-dayperiod in a rolling twelve-month period.If you need service for longer than 21days, you will need to apply for Bay AreaADA Paratransit Eligibility.

If you are paratransit eligible andyou arrive in San Francisco butyou have not called to notify theSF Paratransit office and you needservice the next day, please call SFAccess at 1-415-285-6945 directly tomake a reservation. When you call,please inform the reservation agentthat you are a visitor from out of town.Your reservation can then be bookedunder a generic “Visitor” rider IDnumber. You must notify the SFParatransit office on the next businessday to ensure your continued use ofthe system during your visit.

SF Paratransit does not serve anyBay Area airports. Redi-Wheelsparatransit serves the SanFrancisco Airport, East BayParatransit serves the OaklandAirport, and Outreach servesMineta San Jose InternationalAirport.

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How Can I Provide Input AndFeedback About The SF ParatransitService?Complaints and Compliments

We encourage you to let the SFParatransit office know when youreceive exceptional service and whenyour service is poor. If you wish to file aformal complaint or compliment aboutany aspect of our services, you may doso by writing us at:

SF ParatransitQuality Service Department68 12th Street, Suite 100San Francisco, CA 94103-1297

Pre-paid postage complaint /compliment cards are available in thelobby of the SF Paratransit office and onSF Access vehicles.

You may call us directly with yourcomplaint or compliment by dialing1-415-351-7052, TTY 1-415-351-3942. Youmay also file a formal complaint orcompliment by e-mail atcomments@sfparatransit.com.

When you call or write, please provideas much detail as possible. Informationabout your trip such as date, time, cabcompany name, or cab number ishelpful. If you have a complaint aboutSF Access, include date and time of pickup or drop off, vehicle number, etc. Themore information you include, thebetter we can research your complaint.

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and respond to you,usually within 14 days.Anonymous compliments andcomplaints also are accepted,but will not receive a writtenresponse.

Paratransit CoordinatingCouncil

The Paratransit Coordinating Council(PCC) is an advisory body comprisedof Paratransit customers, serviceproviders, social service agencyrepresentatives and others whichprovides input to the paratransitprogram. The Executive Committee ofthe PCC meets regularly to discuss andprovide input to the SFMTA onParatransit Services. To becomeinvolved, call SFMTA AccessibleServices at 1-415-701-4485, TTY 1-415-701-4730.

Rider Surveys

We may also occasionally contact youas part of a random survey to ask youabout the service you receive. Thiscontact will occur only by telephoneor US mail. You will never be askedfor personal information, and youshould not offer any personalinformation you do not wish toshare.

Survey participation is completelyvoluntary. If you answer oursurveys, your name will neverbe used in any information wemake public. Theinformation we gather

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from you about our service is used tohelp us design new services or improveexisting services. The SF Paratransitprogram will never attempt to sell youany products or services.

Paratransit Rules And Policies At AGlanceBelow are some general rules for SFParatransit. For specific information andpolicies about the SF Access and SFParatransit Taxi programs, please readGuide 2 and Guide 3, respectively.

Ride Time

A trip on SF Access should takeapproximately the same amount of timeas a trip on a Muni bus, including thetime it takes to walk to and from thebus stop and any transfers. Forexample, if you live in the Outer SunsetDistrict and you are going to the FerryBuilding, the trip would take about 50minutes on Muni. That same trip on SFAccess should also take about 50minutes. A SF Paratransit trip in ataxicab should take the same amount of

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time as the same tripwould require for a cash-paying taxi customer.

On-Time Window

On SF Access, the van isconsidered on-time if it arrivesfrom five minutes before to 15minutes after your promised time.For example, if you have areservation for 10:00, the van wouldbe considered on-time if it showed upanytime between 9:55 and 10:15. That20-minute period is known as the ’on-time window’.

A taxi is considered on-time if it arrivesfor pickup within 30 minutes of thetime you placed the order.

Cancellations

You should cancel a ride as soon asyou know you do not need the ride. ForSF Access, you should cancel your rideno less than two hours before thepromised pickup time*, a cancellationless than two hours before thepromised pickup time is considered a‘Late Cancellation’. Your ridingprivileges may be suspended if youdevelop a pattern of excessive LateCancellations, see policy below.

No-Shows

A No-Show occurs if the vehiclearrives at the designated originlocation within the pickup timewindow (which is five minutesbefore or fifteen minutesafter the promised* pickup

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time*), and the certified rider:

• Does not begin to board within fiveminutes after the arrival of thevehicle (and the driver hasannounced his/her presence at thedoor);

• Refuses the ride (unless due to latevehicle arrival or lack of driverassistance);

• Cancels at the door;

• Is not present at the appointedlocation and time after the driverannounces his or her presence at thedoor and the driver has waited 5minutes;

• Is not ready for transport at thepromised pickup time* orunreasonably delays the van beyondthe standard five-minute windowwait time; or,

• Does not pay fare for the trip and isunable to take the trip due to ahistory of non-payment of fares.

*The promised time is the pickup timenegotiated with/for a certified rider atthe time of reservation or subsequentlymodified and communicated to thepassenger prior to the trip.

A No-Show will not be assigned if amedical situation occurs that preventsthe rider from boarding the vehicle or ifit is verified that the ‘no-show’ was outof the control of the rider.

Your riding privileges may besuspended if you develop a pattern of

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excessive No-Showsand/or Late Cancellations,see policy below.

Service Suspension for No-Shows and LateCancellations on SF Accessor Group Van

No-Shows and Late Cancellationsare costly and may prevent otherpassengers from obtaining rides.They also complicate the planningprocess and unnecessarilyinconvenience other riders. Toensure that adequate resources areavailable, an accumulation of threeverifiable No-Shows and/or LateCancellations of SF Access trips in amonth’s time (30 days) may resultin suspension of service, if itrepresents more than 10% of theservice scheduled by the rider.

The following penalties will beassessed for No-Shows or LateCancellations that occur in a 30-dayperiod:

Violation Penalty First Verbal reminder to rider

Second Written warning to rider

Third* Suspension of service

*For any 30 day period in which arider incurs three or more No-Show or Late Cancellations, therider may be suspended ifthese No-Show/LateCancellation trips representmore than 10% of riders

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scheduled trips. For example, if a riderhas 40 scheduled trips during a 30 dayperiod and has three unexplained No-Show/Late Cancellations, they will not besubject to a suspension. However, if arider has 30 or less scheduled trips andhave three unexplained No-Show/LateCancellations during a 30 day period,they may face suspension.

The length of the suspension shall beprogressive.

• 7-day suspension for first suspension

• 14-day suspension for 2nd suspension

• 21-day suspension for 3rd suspension

• 30-day suspension for 4th andsubsequent suspensions

Penalties will not be assigned if amedical situation occurs that preventsthe rider from boarding the vehicle or if itis verified that the “No-Show” was out ofthe control of the rider.

For all proposed suspensions, the SFParatransit office will send the rider aletter identifying the suspension periodand the reasons for the suspension.Riders who appeal a proposedsuspension may continue to ride pendinga decision on the appeal. During thisprocess, riders may challenge the validityof their No-Shows and LateCancellations. If the appeal is denied, thesuspension will be imposed effective thedate the appeal is denied, pending finalnotification to the rider.

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to all SF Paratransitservices.

After a suspension iscompleted, the rider will start anew rolling 30-day period with aclean slate (i.e., zero no-shows orlate cancellations).

Subscription Trips

You may request subscription serviceif you travel to and from the sameplace on the same day(s) of the week,at least once weekly, and you plan ondoing so for at least one month. Oncesubscription service is scheduled, youonly need call when you wish to cancelthe trip for a particular day(s). Newrequests for subscription service arenot guaranteed. Subscriptions can besuspended after notice is given to youif subscription trips exceed 50% ofoverall trips during any 1-hour period.If suspended, you would continue to beable to make individual reservations.We do not provide subscription servicefor trips to certain agencies, becausethese are already served bysubscription group van service.

Subscription service for SF Accessservice is not available on theparatransit office holidays listed onpage 14 except for trips to/fromdialysis centers. If you have asubscription trip and still want tomake the trip on one of theseholidays, you will need to callbetween one and seven daysin advance to make areservation.

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Use of Seat Belts and SecuringWheelchairs

All riders must wear lap and shoulderbelts as required by California motorvehicle laws. Wheelchair users may usetheir own lap and shoulder belts if theymeet State of California standards.Refusal to be properly secured prior totransport could result in loss of service.

If you ride in a wheelchair, yourwheelchair will be secured to theparatransit vehicle or ramp taxi via afour-point tie-down system or a similardevice. We may refuse to transport youif you will not allow your wheelchair tobe properly secured prior to transport.

Mobility Devices & Wheelchairs

Passengers may use mobility devices –such as canes, walkers, and wheelchairs– on SF Paratransit van and taxiservices. If you transfer to a seat, thedriver will assist you with proper andsafe stowage of your mobility device(s),including a wheelchair.

All vehicles in our van programs areaccessible and equipped with passengerlifts or ramps that meet ADAspecifications. They will accommodatemobility devices such as wheelchairsand three-wheeled scooters up to 48”by 30”, with a gross weight of at least600 pounds including the passenger, upto the manufacturer’s maximum ratedweight. The combined weight ofpassenger and mobility device may notexceed the lift or ramp manufacturer’smaximum rated weight. Mobility

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devices that cannot beboarded due to legitimatesafety requirements may notbe transportable.

If you need to use the passengerlift to board a vehicle, the driverwill assist. You may also board thevehicle while standing on the lift orsitting in a boarding chair, if yourequested one at the time you madeyour reservation.

For your safety, please be sure thatyour wheelchair or other mobilitydevice is properly maintained inaccordance with manufacturer’sspecification. We may refuse totransport any mobility device that isnot properly maintained and couldpose a hazard to the rider, driver, or toour equipment.

Transporting Life-SupportEquipment

You may bring a respirator, portableoxygen, and/or other life-supportingequipment; this equipment must notviolate laws or rules regardingtransportation of hazardousmaterials. Equipment must be of anappropriate size to fit in ourparatransit vehicles and be underthe rider’s or the attendant’scontinuous control.

Transporting Packages

All riders should limit theirparcels to a reasonablenumber. Since drivers must

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adhere to a schedule, they may help youto or from your door with only onearmload of packages or the equivalent oftwo grocery bags, not to exceed a total of25 pounds. You or your attendant orcompanion must carry any additionalpackages. For the safety of all riders, youmay not transport explosives, acids,flammable liquids or other hazardous orillegal materials.

Transporting Children

Children ages five and over may travelwithout an accompanying adult only if itcan be demonstrated that they would beable to use public transit independently,if not prevented by their disability.Children who are registered riders mustpay the full fare, and all rules applying toadult riders also apply to children.Children traveling as companions mustalso pay the full fare (except when ridingin a taxi).

If you will be traveling with a child underthe age of 8 who is less than 4 feet 9inches in height, you must provide thechild’s safety seat and you must properlysecure the child in it in accordance withCalifornia law. Any child seat used on SFParatransit must meet the state ofCalifornia standards for a child of thatsize and age. The driver will provideassistance if necessary.

Transporting Animals

You may travel with a service animalsuch as a guide dog. You should tell thereservations agent when you request a

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ride that you will betraveling with a serviceanimal.

A service animal is an animalindividually trained to provideassistance to an individual with adisability. A service animal must beunder the constant control of itsowner or handler.

Pets and other non-service animalsmay be carried on the San FranciscoParatransit system only in a properlysecured cage or container.

Reasonable ModificationsThe SF Access service is fullycompliant with the paratransitrequirements of the ADA. We arecommitted to ensuring full access toour service. If you have a need for amodification to our SF Access servicein order for it to be accessible to you,please contact our Customer Serviceteam at 1-415-351-7052 or email us at:sfparatransit@sfparatransit.com. If thatmodification can be reasonably madewe will endeavor to accommodateyour request. If we cannotaccommodate your request, we willprovide you with appealsinformation in case you wish toappeal our decision.

ResponsibilitiesBelow are “common-sense”responsibilities designed toensure safety and comfort forall passengers and drivers.

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Rider’s Responsibilities:

• Carefully read all Rider’s Guidematerials.

• For van services, make ridereservations at least one (1) day andup to seven (7) days in advance. ForSF Access, provide either a pickuptime or appointment time.

• Be at the designated pickup locationon time and provide entry for thevehicle if you live in a gatedcommunity or have special accessrequirements.

• If the van has not arrived by the end ofthe on-time window call Where’s MyRide at 1-415-285-6945, extension 3.

• For SF Access rides, pay the correctfare in cash using exact change orwith a SF Paratransit fare coupon.Remember, drivers cannot makechange.

• Call to cancel an unneeded ride assoon as possible to avoid a “no-show”and any service disruption for otherpassengers. For taxis, makereservations no less than 30 minutesbefore you need the ride, allowingreasonable travel time to get to anappointment.

• If your taxi has not shown up 20-30minutes after your request, call thetaxi company to get a status.

• If riding taxi, present your SFParatransit debit card at the start ofyour trip so the driver may verify there

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is sufficient value on yourcard to pay for the trip.

• Wear seat belts at all timesduring transport.

• Avoid distracting the driver orengaging other passengers withinappropriate behavior.

• Maintain wheelchairs or othermobility aids in safe operatingcondition according tomanufacturer’s specifications.

• Expect “shared-ride” service on SFAccess vans. Others may be pickedup after you, and/or dropped offbefore you reach your destination(except in taxi program).

• Maintain acceptable standards ofpersonal hygiene; please refrain fromusing scented products.

• Follow these common rules ofcourtesy:

o No eating, drinking or smoking onboard the vehicle.

o No riding under the influence ofalcohol or illegal drugs.

o No littering in the vehicle.

o No radios, audible music playersor other sound-generatingequipment may be playedaloud aboard the vehicle.

• Provide feedback to SFParatransit if your service is

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unsatisfactory by calling 1-415-351-7052, or by emailing us atcomments@sfparatransit.com.

• When conducting business with theSF Paratransit office, be prepared byhaving all necessary identification andfunds, and be considerate of others.

Driver Responsibilities: What youcan expect from the drivers.

Drivers must:

• Adhere to the same standards ofcommon courtesy and personalhygiene as those required of riders.

• Drive safely at all times.

• Treat riders with courtesy.

• Be in proper uniform (except taxidrivers who don’t have uniformrequirements).

• Visibly display a proper ID badge.

• Perform a thorough pre-trip inspectionon the vehicle, including cycling thelift. Immediately report any defects tohis or her supervisor

• For safety reasons, maintain “line-of-sight” of vehicle at all times.

• Keep to the assigned service schedulefor the convenience of all riders.

• Provide reasonable assistance toriders entering or leaving the vehicle.

• Assist riders using wheelchairs up ordown no more than two exteriorstairs, except if passenger is enrolledin the “stair-assist” program.

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• When requested, and ifsafe to do so, assistpassengers to and from themain door of their origin anddestination.

• Driver may not use personal cellphones, radios, iPod™ or similarsound generating devices, or playmusic while on duty.

“Assistance” includes, but is notlimited, to:

• Offering ambulatory passengers asteadying arm or other appropriateassistance when walking or usingstairs.

• Helping persons in wheelchairsmaneuver onto standard ramps andto and from the main door of theirorigin and destination.

• Carrying no more than two grocerybags or similarly sized packages, notto exceed a total of 25 pounds.

Drivers Are Not Permitted to:

• Enter the residence of a rider.

• Perform any personal careassistance for any rider, such asassisting with dressing.

• Lift or carry a passenger.

• Assist a rider or wheelchair up ordown any interior steps or morethan two exterior steps, exceptif passenger is enrolled in theStair-assist program, andthen only subject to thatprogram’s rules.

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• Wait for a passenger to make a stopto conduct business, such as at anATM/Cash machine, pharmacy, orstore.

• Escort a passenger beyond the groundfloor lobby of a public building orbeyond the front door of a privateresidence.

• Accept tips or any other gratuities,except for taxi drivers who mayreceive cash tips or allowable tipsusing the paratransit debit card.

• Perform errands for riders, such as

picking up prescriptions or groceries.

• Operate their vehicle while distractedby cell phones, computers or similardevices.

Suspension Of ServiceSF Paratransit has a program forprogressive discipline to curb misuse,abuse, and inappropriate and/or illegalbehavior while protecting riders’ rights.Suspension from our paratransitprogram can result when a rider:

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1. Obtains or usesparatransit service underfalse pretenses; for example,providing false information onthe eligibility application,allowing others to ride in yourplace, or misusing the SFParatransit taxi debit card.

2. Incurs an excessive pattern ofverified “no-shows” or an excessivenumber of trip cancellations.

3. Engages in abusive or disruptivebehavior (for example, threateningdrivers, program staff or other riderswith physical harm), or engages inillegal behavior while on board ourvehicles (e.g., sale/purchase of illegaldrugs, crime of any nature, etc.).

4. Engages in any behavior having aracist or sexual connotation with thedriver or other riders.

5. Illegally sells, misuses, or transfersanSF Paratransit taxi debit card toanother person, including a driver.

Our disciplinary process progressesfrom warnings to suspension,depending on the behavior. A ridermay be warned first by a telephonecall from a SF Paratransit staffmember. If the behavior or actioncontinues, the rider will receive awritten warning with anexplanation of the violation.Finally, if the behavior continuesunchanged, SF Paratransit willnotify the rider of a pendingsuspension. Suspensions

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can be immediate when the behavior isillegal or potentially compromises thesafety of our driver, other riders or ourequipment.

A rider is allowed to appeal thesuspension or proposed suspension. Arider being suspended will be providedwith a full written explanation of thisprocess. This full description will also beprovided to any rider upon request.Suspensions from the taxi program canbe temporary or permanent. Suspendedriders will be placed on the SF Accessvan program.

Helping WheelsThe Helping Wheels Fund provideslimited assistance with the cost ofparatransit fares for travel within SanFrancisco in our SF Access or taxiservices. To be eligible, individuals must:

• Be low-income, based on SSI or GAstandards.

• Be an ADA-eligible Paratransitcustomer.

• Have a sudden unexpected medicalneed requiring many trips (e.g. startingkidney dialysis), unexpected loss ofresidence or possessions (e.g. due to afire or theft), a documented financialneed, or other significant need.

Because Helping Wheels is funded byindividual donations, help is availableonly when funds remain on hand.

For more information about the Helping

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Wheels Fund, please callthe SF Paratransit office at 1-415-351-7070.

More InformationThis is the first of a three-guideset to provide you informationabout the SF Paratransit Program.

Guide 1 –General Information

Guide 2 – SF Access Van Service

Guide 3 – Taxi Services

If you need additional information onparatransit policies, you may requestthe “SF Paratransit Rules of Operation”by contacting the SF Paratransit officeat 1-415-351-7000,TTY 1-415-351-3942The information presented in theseGuides is subject to change.

Benefits Of Using Muni’s FixedRoute System And BARTSince many paratransit riders use Muniand BART for many of their trips, weare providing some limited informationon San Francisco’s comprehensivesystem of accessible fixed-route bus,light rail and commuter rail services.

Muni’s services have manybenefits including:

• More than 100 bus, light rail,historic streetcar routesthroughout the City and Countyof San Francisco, with stopswithin two blocks of mostaddresses – includingservice to Treasure Island

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and Daly City. Muni providesconnections with other Bay Area transitsystems including BART, Caltrain, ACTransit, SamTrans and Golden GateTransit.

• Wheelchair-accessible busescurrently serve all bus lines and featurewheelchair lifts, kneelers, automatedstop announcements, and otherfeatures to make riding easier forseniors and disabled passengers.

Muni Metro light rail accessibility atthe four downtown, undergroundstations shared with BART as well as atfive additional Muni-only undergroundstations and at many designated “at-grade” stations. The historic F-line is fullyaccessible along The Embarcadero and atdesignated stops on Market Streetbetween The Embarcadero and CastroStreet. For more information onMuni Accessible Services call 1-415-701-4485 or TTY 1-415-701-4730

• Discounted fares for seniors andpersons with disabilities. All seniors(aged 65 and over) with valid ID areeligible for a Senior Clipper Card. Allother disabled persons under the ageof 65 years old may be eligible forRegional Transit Connection (RTC)Discount ID Card. Individuals with aSenior Clipper Card, RTC Discount IDCard, or other qualifyingdocumentations, are eligible fordiscounted fares and monthlypasses/stickers.

Starting March 1, 2015, low and38

moderate incomeseniors and disabledpersons who live in SanFrancisco and have either aSenior Clipper Card or a RTCDiscount ID Card may beeligible for Free Muni program,allowing them to ride the Munifixed route system at no cost.

For more information on how to applyfor and use an RTC card, please callthe Muni RTC office located at 27A VanNess Avenue at 1-415-252-3291; TTY 1-415-701-4730. Applications for RTCcards are accepted Monday thruWednesday, from 10:30am to 4:00pm.

For more information on how to applyfor and use a Senior Clipper Card,please call the SFMTA Customer Serviceoffice located at 11 South Van NessAvenue at 1-415-701-3000. Their officehours are Monday through Friday, from8am to 5pm. They are closed on allnational and local holidays.

BART provides accessible commuterrail service to locations in SanFrancisco, Alameda, Contra Costa andSan Mateo counties. Amenitiesinclude “close-in” accessible parking,TDD payphones at many stations,station elevators and escalators, anddiscount senior and disabled faresthrough the RTC Program.

For more information on BayArea transit services, call511 – the toll-free Bay Areatravel information number.

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By dialing “511” (no area code needed),you can obtain route, schedule and fareinformation for Muni and other Bay Areatransit agencies, service changes, andaccessibility information such as elevatorand escalator status reports for BARTand Muni Metro stations. Paratransitinformation can also be accessed bycalling 511.

Passenger – EmergencyPreparedness GuidelinesSF Paratransit

If you are an on-board our SF Accessvehicle when a disaster or emergencyoccurs, the primary responsibility of thedriver is you, the passenger. The drivershave been trained to do the following:

P Immediately check the condition ofthe passengers

P If the driver feels it is unsafe tocontinue en route, they will contacttheir dispatch control center, providea status update and ask for furtherinstructions

P If all communication is unavailable,the driver will attempt to take youhome and if not possible, report to apre-designated staging area wherefurther assistance can be provided.

PStaging areas for drivers andpassengers to assemble and meethave been designated throughoutthe City and Northern San MateoCounty.

Emergency preparednessrequires all to beprepared.

While each person’s abilities andneeds are unique, every individualcan take steps to prepare for allkinds of emergencies from fires toearthquakes. By evaluating your ownpersonal needs and making anemergency plan that fits those needs,you will be better prepared. This guideoutlines common sense measuresindividuals with disabilities, seniors,and their caregivers can take to startpreparing for emergencies before theyhappen.

Step One - Make an EmergencySupply Kit

The first step is to consider how anemergency might affect your individualneeds. The experts recommend that youplan to make it on your own for at leastthree days. It’s possible that you will nothave access to a medical facility oreven a pharmacy. It is crucial that youand your family think about what kindsof resources you use on a daily basisand what you might do if thoseresources are limited or not available.

Recommended basic emergencysupplies include:

• Water - at least one gallon perperson per day for at leastthree days, for drinking andsanitation

• Food - at least a three-

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day supply of non-perishable foodand a can opener if kit containscanned food

• Battery-powered or hand crank radioand extra batteries

• Flashlight and extra batteries

• First aid kit

• A whistle to signal for help

• Dust mask to help filter contaminatedair and plastic sheeting and duct tapeto shelter-in-place

• Moist towelettes, garbage bags, andplastic ties for personal sanitation

• Wrench or pliers to turn off utilities

• Local maps

Step Two - Have a Plan

The reality of a disaster situation is thatyou will likely not have access toeveryday conveniences. To plan inadvance, think through the details ofyour everyday life.

• If there are people who assist you ona daily basis, list who they are andhow you will contact them in anemergency.

• Create your own personal supportnetwork by identifying others whowill help you in an emergency.

• Think about what modes oftransportation you use and whatalternative modes could serve asback-up.

• If you have mobility aidsor tools specific to yourdisability, plan how you wouldcope without them. Forexample, if you use acommunication device, mobilityaid, or rely on a service animal,what will you do if these are notavailable?

• If you are dependent on life-sustaining equipment or treatmentsuch as dialysis, find out thelocation and availability of morethan one facility and whether theyexpect to operate if power is out.

• For every aspect of your dailyroutine, plan an alternativeprocedure.

oMake a plan and write it down.

oMake a list of all yourmedications.

oKeep a copy of your plan in youremergency supply kit and a listof important information andcontacts in your wallet.

oShare your plan with your family,friends, care providers, andothers in your personal supportnetwork.

• Create a Personal SupportNetwork

If you anticipate needingassistance during a disaster,make a list of family, friends,and others who will be partof your plan.

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• Develop a FamilyCommunications Plan

Your family may not be together whendisaster strikes, so plan how you willcontact one another and review whatyou will do in different situations. Youmay have trouble getting through, orthe phone system may be shut downall together - be patient. If possible,send a text message instead of tryingto call out on the phone. Textmessages are recommended becausethey use smaller amounts of data andwon’t clog up the phone lines in thesame way that using the standardphone will.

• Deciding to Stay or Go

In any emergency, local authoritiesmay or may not immediately be ableto provide information on what ishappening and what you should do.Monitor television or radio newsreports for information or officialinstructions as they become available.

• Consider Your Service Animal orPet

If you are going to a public shelter, itis important to understand that by lawonly service animals must be allowedinside. In some instances, publicemergency shelters may be co-locatedwith emergency animal shelters. Planin advance, for shelter alternativesthat will work for both you and youranimals.

• Shelter in Place

Whether you are at homeor elsewhere, there may besituations when it’s simplybest to stay where you are andavoid any uncertainty outside.

Step Three - Be Prepared

Be prepared to adapt this informationto your personal circumstances andmake every effort to followinstructions received from authoritieson the scene. Above all, stay calm, bepatient and think before you act. Withpreparations, you can be ready for theunexpected.

Paratransit Priority After A Disasteror Major Emergency

Riders can expect that regularparatransit service delivery will changefor up to three days and maybe more,depending on the nature of the disaster.Your scheduled paratransit trip may notbe available. Due to limited resourcesafter a disaster, priority will be given inthe following order:

P Life sustaining medicalappointments, i.e., dialysis,chemotherapy, etc.

P Prescription pickup

P Grocery and food bank

P Emergency assistancerequested by SFMTA due tothe emergency or disaster

P Other requests by

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customers to the call-in center

P Pre-existing standing rides, i.e.school, work, etc.

During the first 72 hours after a disaster,call only if your transportation is for lifesustaining medical appointments orother life support needs.

Quick Reference NumbersSF Paratransit

Main Administration 1-415-351-7000

Administrative Fax 1-415-351-3134

TTY 1-415-351-3942

Taxi Accounts, SF Access Tickets 1-415-351-7051

Certification/Eligibility 1-415-351-7050

Certification/Eligibility Fax 1-415-351-3135

Customer Service & Formal Complaints 1-415-351-7052

Helping WheelsMessage Center 1-415-351-7070

Shop-A-Round or Van Gogh Information 1-415-351-7094

Office Address:

68 12th StreetSan Francisco, CA 94103-1297

Website: www.sfparatransit.com

Our E-mail address:comments@sfparatransit.com

San Francisco MunicipalTransportation AgencyAccessible Services Office 1-415-701-4485

TTY 1-415-701-4730

Fax Number 1-415-701-4728

Muni Bus & Metro Info 311

Muni RTC Discount ID Office 1-415-252-3291

Muni Customer Service Office 1-415-701-3000

Muni/Taxi Complaints/Compliments 311

Regional Transit Information 511

Muni Accessible Services MailingAddress:

Muni Accessible ServicesOne South Van Ness Avenue, 7th FloorSan Francisco, California 94103-1267www.sfmta.com

Transportation Services SF Access

Reservations & “Where’s My Ride?” 1-415-285-6945

Taxi Information Hotline

Current List of Names and PhoneNumbers of Participating TaxiCompanies 1-415-351-7090

To report fraud or misuse of taxi debitcards, call toll-free 1-877-477-2747

(Anonymous tips can be reported.)

FOR LIFE THREATENINGEMERGENCIES, DIAL 9-1-1!!

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68 12th Street, S

uite 100San Francisco, C

A 94103

August 2019