SF Access ServicesSF Access Reservations and

Where’s My Ride1-415-285-6945

SF Paratransit Main Administration1-415-351-7000

TTY 1-415-351-3942www.sfparatransit.com

Table of Contents3 Introduction

3 Scheduling a Ride

7 Phone Number to Call

7 Travel Time

8 Fares

9 Attendants

10 Companions

10 Transporting Children

11 Trip Cancellations

12 Excessive Ride Cancellations13 Same-Day Trip Requests & Changes

13 Pickup and Drop-off Procedures

18 SF Access TripInfo Line

21 Contact Us

21 Other Information

IntroductionThis SF Access Rider’sGuide provides informationfor riders registered in the SFAccess program. Please readthis guide along with theParatransit Rider’s Guide 1.Guide 1 contains moreinformation on paratransitpolicies and the program ingeneral.

The SF Access program providesdoor-to-door shared-ride vanservices for people who areunable to independently useMuni’s accessible buses, trainsand streetcars, some or all of thetime because of their disability.

These services are designed tomeet the paratransitrequirements of the Americanswith Disabilities Act (ADA) of1990.

Scheduling a RideYou must call and make areservation for SF Accessservices at least the daybefore you need a ride, orup to seven days in

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advance. Reservations are acceptedseven days a week, between 7 amand 6 pm. Remember: you must callby 6 pm the night before you needservice. Once your reservation isconfirmed, the reservation agent willprovide you with a reservationnumber.

When calling to reserve a ride, pleasehave the following information ready:

Either your paratransit ID number or•your full name

Your home address •

Pickup address, including street•number, street name, building name(such as “Western Medical Clinic” or“Bay Bank”), suite number (ifknown), ZIP code, entry code for anysecurity entrances, and telephonenumber

Your desired pickup time or•appointment time (if you need toarrive before a certain time)

Your requested return time, if you•are scheduling a round trip

Drop-off address, including street•number, street name, suite number,ZIP code, and telephone number at

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your destination (forexample, your physician’soffice telephone number)

Alert the reservation agent if:

You need to arrive at your•destination by a certain time(appointment time)

You are scheduling a ‘multiple-•leg’ trip

You will be using a wheelchair or•other mobility device

You will be bringing a service•animal

You will be accompanied by an•attendant and/or any companion

You would like to receive a SF•Access TripInfo call (see SF AccessTripInfo section on page 18 formore information)

There is any other information you•feel the paratransit driver shouldhave to help you travel in a safeand timely manner.

When you call to schedule yourride, the reservation agent mayneed to ask you to change yourrequested pickup time in order

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to accommodate your ride request.The ADA allows us to negotiate arevised pickup time with you that maybe up to one hour before or after yourrequested pickup time. However, ifyou give us a fixed appointment time,we will only negotiate up to one hourbefore the necessary pickup time. Youmust make all schedule changes withthe reservation agent. Please do notask the driver to change your returntrip, place or time.

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Phone Number to CallFor SF Access Reservationsand Where’s My Rideinquiries, please call:

1-415-285-6945

If you are experiencing a lifethreatening emergency, alwaysdial 9-1-1. SF Paratransit does notprovide service for life threateningemergencies.

Travel TimeIf you are traveling to anappointment, tell the reservationagent what time you must arrive atyour destination, allowing at leastfifteen minutes before theappointment time for unexpecteddelays. This allows the agent todetermine an appropriate pickuptime for you. Please remember thatall service is ‘shared-ride,’ meaningothers may be riding in the vehiclewith you. Please anticipate stopsfor other passengers to get on andoff. A trip on paratransit takesapproximately the same amountof time as a trip on a regularMuni bus, including getting toand from the bus, and timefor transfers. SF Accessservices are not designed

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to follow a direct route between yourpickup and drop-off locations.

If you use medication, we suggestyou carry it with you in case your tripis delayed.

Fares

SF Access service costs a certifiedrider $2.50 per one-way trip. Allriders are required to pay the drivereither in cash (exact change only) orwith a single ride ticket. The singleride paper tickets cost $2.50 eachand may be purchased from the SFParatransit office in unlimitedquantity. These ride tickets do notexpire. When purchasing SF Accessride tickets by mail, please allow thepostal service sufficient time todeliver the tickets. SF Paratransit is

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not responsible for theloss or delay of materialssent through the mail.Individuals who wish topurchase single ride ticketsusing their smartphones maydo so using the MuniMobileapp. To download the app,search MuniMobile on iTunes orGooglePlay and choose the SFAccess category whenpurchasing tickets.Only SF Accesstickets will be accepted onParatransit. All SF Access faresmust be paid upon boarding andare subject to change.

AttendantsAn attendant is someone whoprovides assistance you need inorder to complete the requested tripor at your destination. Typically, anattendant provides specializedassistance that the driver is unableto provide or assists the rider withactivities of daily living at thedestination. If you have beencertified as needing anattendant, the attendant mayride with you at no additionalcharge. When you arebooking your reservation,

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please specify whether your attendantwill be traveling with you. Theattendant can ride in addition to anycompanion you may be taking. Bothattendants and companions muststart and end their travel at the sameaddress as the certified rider.

CompanionsAs a certified rider, you may arrangeat the time you book your trip to bringone (1) companion or guest with youon each ride for $2.50 per ride, percompanion. Fares for companionsmay also be paid using ride ticketsavailable from the SF Paratransitoffice or through the MuniMobile app.More than one fare-payingcompanion may be added to your triponly on a same-day, space-availablebasis. Please check with a reservationagent on the day of service todetermine whether thesearrangements can be made.

Transporting ChildrenChildren ages five and over maytravel without an accompanying adultonly if it can be demonstrated thatthey would be able to use publictransit independently, if not prevented

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by their disability.Children who areregistered riders must paythe full fare, and all rulesapplying to adult riders alsoapply to children. Childrentraveling as companions mustalso pay the full fare on SFAccess.

If you will be traveling with a childunder the age of 8 who is less than4 feet 9 inches in height, you mustprovide the child’s safety seat andyou must properly secure the childin it in accordance with Californialaw. Any child seat used on SFParatransit must meet the state ofCalifornia standards for a child ofthat size and age. The driver willprovide assistance if necessary.

Trip CancellationsAlways cancel a scheduled trip assoon as you know you will notneed that trip. If you fail to cancel,or if you cancel less than twohours before the scheduled trip,you may be assessed a ‘no-show.’ If you incur anexcessive number of verifiedno-shows or tripcancellations, your

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service may be suspended.

See Rider’s Guide 1 for moreinformation on no-shows andsuspensions.

Excessive Ride CancellationsPlease do not schedule a ride simplyto reserve space on a vehicle forpossible use and then cancel the ride.‘Excessive cancellations’ aredetermined when a rider establishes apattern of recurring or frequentcancellations over a period of time.Excessive cancellations will result in awarning and, if you continue, couldresult in suspension of services.Riders will be warned prior to anysuspension of service.

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Same Day Trip Requests& ChangesYou are required to request aride at least the day before youwish to travel. However, alimited number of ‘same-day’trips may be accommodated eachday to help meet unexpectedneeds, such as unanticipatedmedically necessary trips, includingtrips for repairing mobility aids.Such requests are not guaranteed.They will be prioritized according totrip purpose and the provider’sability to accommodate the request.If you call on the day of service tochange your pickup or drop-off timeor address, that change is considereda ‘same-day’ request and will besubject to these rules. In addition,taxi services are available for thesame-day trip needs of those with avalid SF Paratransit taxi debit card.

Pick-up and Drop-off ProceduresWhen you call to reserve a ride,•the reservation agent will giveyou a ‘promised’pickup time orwill call you back with apromised pickup time. Youshould be ready to board

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the vehicle within the 20-minute‘pickup window’: from five (5)minutes before the promised pickuptime to fifteen (15) minutes after thepromised pickup time.

The driver will always try to arrive•within the 20-minute pickup window.A ride is considered on time when it

arrives to transport you within thiswindow. A ride is considered late ifit arrives outside this window.

To avoid a no-show, you must•acknowledge the driver’s arrival andbegin the boarding process withinfive (5) minutes of the driver’s

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arrival. A driver will notleave once youacknowledge and begin theboarding process, even if ittakes you more than five (5)minutes, so long as theboarding process has begunwithin these five (5) minutes. Inthe event that the driver arrivesearly, you do not have to beginboarding until five (5) minutesbefore your promised pickup time.

If the driver does not see you upon•arriving at the designated pickuppoint, the driver will attempt tolocate you by knocking on yourdoor, calling you on an intercom orhaving the dispatcher call or pageyou.

If the driver has arrived within the•pickup window and cannot locateyou within five (5) minutes ofarriving, the driver may bedirected to go on to the nextscheduled pickup.

There is no guarantee that the•driver can come back to pickyou up after a no-show.Priority will be given to

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riders on the schedule, although thereservation agent will make an effortto have a driver return for you.

It is our intent never to strand a•passenger we have transportedaway from home.

When you board, be prepared to•

present your identification, pay thefare and sign the driver’s passengerlist, if you are able. If you are notable to sign, the driver will indicatethis on the driver’s form.

Drivers must stay within sight of•their vehicles. A driver cannot escort

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you past the groundfloor lobby of anybuilding. Drivers are notpermitted to enter privateresidences.

Remember:You do not have to board the•vehicle before the beginning ofyour 20-minute window.

The driver who arrives within the•pickup window or later will alwayswait a full five (5) minutes. If thedriver arrives before the pickupwindow, the driver will wait untilthe promised pickup time beforelisting you as a no-show andmoving on to the next pickup.

You will not be considered a no-•show if you refuse a ride thatarrived later than the 20-minutewindow.

If the paratransit vehicle has not•arrived by the end of thewindow, call the ‘Where’s MyRide’ phone number (1-415-285-6945) to report a late pickupand obtain further assistance.

If your ride is more than 30•

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minutes late, we encourage you toalso call the SF Paratransit office at1-415-351-7052 to file a complaint.

SF Access TripInfo LineSF Paratransit has introduced the SFAccess TripInfo Line to provideautomated telephone Trip Remindersthe day before your scheduled tripand Imminent Arrival Updates on theday of service.

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Trip Reminders the DayBeforeWould you like us to remindyou of your scheduled trip?

The SF Access TripInfo Line cancall you the evening before yourtrip to remind you of yourscheduled ride.

Imminent Arrival Updates the Day ofServiceWondering if your van will be ontime?

The SF Access TripInfo Line can callyou 10 minutes before yourpromised pickup time to let youknow if the van is on time orrunning late. In the event of a delay,we want you to be aware of it andwe’ll give you a new expected vanarrival time.

How it WorksYou can choose what types ofcalls you would like to receive forall your SF Access trips, whetheryou’re making a one-time trip oryou have a subscription trip.

When you call to make your

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SF Access trip reservation, we will askif you would like to receive a TripReminder call the evening before yourtrip and an Imminent Arrival Updatecall the day of your trip.

If you request a "Trip Reminder" call,•expect your reminder call the daybefore your scheduled ride between6:00 pm and 9:00 pm. The call willbe made to the home phone youprovided us when you registeredwith us unless you designate we calla different number.

"Imminent Arrival Update" calls are•made 10 minutes before yourpromised pickup time on the day ofyour trip. This call is made to thephone number you designate. Ifyou do not designate a number, wewill call the home phone youprovided.

If you are not available to pick up thephone, the SF Access TripInfo Line willleave a message on your voice mailsystem or answering machine.

All SF Access TripInfo calls will playtwice, so if you missed someinformation on the first message, stayon the phone line and the messagewill repeat.

To make changes toTripInfo information forexisting or new subscriptiontrips, please call Reservationsat 1-415-285-6945.

Contact Us To schedule a new SF Access tripand request TripInfo calls, pleasecall Reservations at 1-415-285-6945.If you have general questions aboutthe SF Access TripInfo Line, pleasecall SF Paratransit at 1-415-351-7052.

Other Information Guide 1, Rider’s Guide to SanFrancisco Paratransit, providesvaluable information aboutsubscription service, transportingpackages, mobility equipment, lifesupport equipment and Rider/Driverresponsibilities. Please read Guides1 and 2 carefully before using SFAccess services.

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SF Paratransit – Rider’s Guide 2: SF Access Services July 2017

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Contact Us To schedule a new SF Access trip and request TripInfo calls, please call Reservations at 1-415-285-6945. If you have general questions about the SF Access TripInfo Line, please call SF Paratransit at 1-415-351-7052. Other Information Guide 1, Rider’s Guide to San Francisco Paratransit, provides valuable information about subscription service, transporting packages, mobility equipment, life support equipment and Rider/Driver responsibilities. Please read Guides 1 and 2 carefully before using SF Access services. Thank you, and enjoy your ride.

July 2017

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Contact Us To schedule a new SF Access trip and request TripInfo calls, please call Reservations at 1-415-285-6945. If you have general questions about the SF Access TripInfo Line, please call SF Paratransit at 1-415-351-7052. Other Information Guide 1, Rider’s Guide to San Francisco Paratransit, provides valuable information about subscription service, transporting packages, mobility equipment, life support equipment and Rider/Driver responsibilities. Please read Guides 1 and 2 carefully before using SF Access services. Thank you, and enjoy your ride.

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Contact Us To schedule a new SF Access trip and request TripInfo calls, please call Reservations at 1-415-285-6945. If you have general questions about the SF Access TripInfo Line, please call SF Paratransit at 1-415-351-7052. Other Information Guide 1, Rider’s Guide to San Francisco Paratransit, provides valuable information about subscription service, transporting packages, mobility equipment, life support equipment and Rider/Driver responsibilities. Please read Guides 1 and 2 carefully before using SF Access services. Thank you, and enjoy your ride.

July 2017

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Esta información esta disponible en español.

Эту информацию вы можете получить на русском языке.

Thank you,

and enjoy your ride. SF

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68 12th StreetSan Francisco, CA 94103-1297

July 2017