RIDE GUIDE • ADA Dial-A-Ride Service • Senior/Disabled Dial-A

RIDE GUIDE

A Reference Guide to Western Contra Costa Transit Authority’s:

 ADA Dial-A-Ride Service

 Senior/Disabled Dial-A-Ride Service

 General Public Dial-A-Ride Service

Introduction

WestCAT is pleased to provide a robust Dial-A-Ride system offering more service than most Bay Area

transit providers. Most providers only offer service to individuals certified under the Americans with

Disabilities Act (ADA), while few systems carry senior citizens unless they have a mobility disability.

WestCAT provides Dial-A-Ride service to ADA customers, senior citizens, as well as the General Public.

Serving the cities of Pinole and Hercules, and the unincorporated communities of Montalvin Manor, Tara

Hills, Bayview, Rodeo, Crockett, and Port Costa, WestCAT is committed to providing passengers with safe,

dependable, and comfortable service that is accessible to and usable by all.

About This Guide

This guide is divided into three sections focusing on each type of Dial-A-Ride service provided

by WestCAT: ADA, Senior/Disabled, and General Public. Please read each section carefully to

learn how each works and to determine which Dial-A-Ride service is right for you.

You’ll also find sections dedicated to Helpful Hints, Important Telephone Numbers, Safety

Policies and Customer Service. If you have any questions or need assistance, please feel free to

ADA Certified Dial-A-Ride: Section One, Page 3

 For individuals whose disability has been certified by their medical professional and have

successfully completed the ADA eligibility application process

Senior/Disabled Dial-A-Ride: Section Two, Page 18

 For any person who, due to a disability, cannot use fixed-route public transportation and has NOT

completed the ADA eligibility application process, or;

 For any person age 65 and older

General Public Dial-A-Ride: Section Three, Page 31

 For general public use regardless of age or disability. Limitations apply.

Helpful Hints & Rules: Page 39

Customer Service: Page 44

Safety Policies & Procedures: Page 46

Helpful Telephone Numbers: Page 47

ADA Dial-A-Ride

Section 223 of the Americans with Disabilities Act (ADA) requires WestCAT to provide complementary

paratransit service to all ADA certified individuals, who because of a disability are not able to use

WestCAT’s regularly scheduled fixed route buses.

About ADA Dial-A-Ride

ADA Paratransit is a door-to-door or curb-to-curb transportation service (provided in vans/and sedans)

that is provided to people with disabilities who are unable, or have limited ability because of their

disability, to use the existing regularly scheduled fixed route buses AND have completed the ADA

certification/application process. All public transit agencies that provide fixed-route bus and rail service

are required by the ADA to provide this service. WestCAT’s ADA Paratransit is a separate service from

local Dial-A-Ride service, with a separate application process, but the same drivers and vehicles are used.

ADA Dial-A-Ride operates as a shared ride system. This means that other passengers may be on-board

during any part of a ride and that scheduled pick-up times or routes of travel may be altered so another

passenger can be accommodated. It is likely that the vehicle will stop and pick-up other passengers as it

proceeds. Shared rides help lower the cost of Dial-A-Ride. We ask that you wait for the bus at the curb.

However, for specially requested door-to-door service, we ask that you notify us when reserving your

trip, so that extra time can be scheduled for your pick-up and/or drop-off.

Of the three types of Dial-A-Ride services provided by WestCAT, ADA Dial-A-Ride provides the most

options and has some additional benefits:

 Priority over other types of Dial-A-Ride services

 Longer service hours

 Ability to transfer to other Bay Area Dial-A-Ride/Paratransit providers (regional rides)

 One companion may ride with you for the same reduced fare

 One certified Personal Care Attendant may ride with you at no additional charge

ADA Dial-A-Ride Eligibility

ADA Dial-A-Ride is only available to customers who are eligible under the American’s with Disabilities Act

and who have completed the application process, which requires certification from a licensed medical

professional.

Eligibility for ADA service is directly related to the inability of a person with a disability to use the existing

regularly scheduled fixed route buses. It is not just based on the presence of a disability, but on the effect

that the disability has on the person’s ability to use the fixed route system independently. Requirements

for complementary paratransit do not apply to commuter bus service. Several factors must be considered

in determining ADA paratransit eligibility. These include:

1) Individual Disability

Any individual with a disability who is unable, as the result of a physical or mental impairment

(including a vision impairment), and without the assistance of another individual (except the

operator of a wheelchair lift or other boarding assistance device), to board, ride, or disembark

from any vehicle on the system which is readily accessible to and usable by individuals with

disabilities.

2) Limited Accessibility of the Fixed Route System

Any individual with a disability who is unable to independently board, ride, or disembark from an

accessible vehicle when the system is not fully accessible.

 The lift cannot be deployed at the boarding or disembarking location the person with a

disability wishes to use.

 A required mobility device such as a wheelchair cannot be accommodated.

3) Environmental & Architectural Barriers

Individuals whose disability prevents them from traveling to a boarding or disembarking location

(Example: steep terrain, extreme temperatures, severe air pollution, or inability to negotiate

architectural barriers to reach a specific bus stop) this is considered a conditional eligibility and a

person may be eligible for only some trips. Architectural barriers not under the control of

WestCAT and environmental barriers (e.g., distance, terrain, weather) do not, standing alone,

form a basis for eligibility under this paragraph. The interaction of such barriers with an

individual's specific impairment-related condition may form a basis for eligibility under this

paragraph, if the effect is to prevent the individual from traveling to a boarding location or from

a disembarking location.

ADA Dial-A-Ride Registration

To register for WestCAT Americans with Disabilities Act (ADA) paratransit service, contact us at (510) 724-

6320 to have application materials sent to you, or you may pick an application up at our Administrative

office, located at 601 Walter Ave., Pinole, CA 94564.

Help is also available in filling out the certification application if you need it. Just give us a call at (510)

724-6320 or for TTY/TDD 1-800-735-2922 and we will assist you. In addition, all information about the

process, materials necessary to apply for eligibility, and notices and determinations concerning eligibility

are available in accessible formats, upon request.

Once WestCAT receives your completed application, you will be notified by mail of your eligibility status

within (21) days. If, by a date (21) days following the submission of a completed application, WestCAT has

not made a determination of eligibility, the applicant shall be treated as eligible and provided service until

and unless WestCAT denies the application.

ADA Dial-A-Ride Certification

Once you have been certified ADA eligible you will be entered into a regional database that is available to

the nine Bay Area counties.

When traveling outside WestCAT’s service area any transit provider located within the nine Bay Area

counties will be able to access your record via the regional database, and provide transportation based

on their individual system rules.

ADA Dial-A-Ride Identification Card

Upon becoming certified for ADA Dial-A-Ride services from WestCAT, you will be required

to obtain a WestCAT Dial-A-Ride Identification Card. This photo ID card will be issued by

WestCAT at no charge. It must be presented to your driver each time you board the bus and

it will ensure that you receive the proper fare/discount.

To obtain your WestCAT photo ID, you must come to the WestCAT Administrative office to have your

photo taken. Transportation to our office will be provided at no charge and may be arranged by calling

Dial-A-Ride Reservations at 510-724-6320. Inform the scheduler that you are coming to WestCAT for your

identification photo and you will not be charged for your ride. Free rides to receive your ID card will be

provided from your home to WestCAT and back home from WestCAT only. If you schedule a ride to

another location at the same time, you will be charged for the additional rides.

ADA Dial-A-Ride photo identification cards are valid as long as you remain ADA certified. When you are

required to renew your application, you will be issued a new ID card upon being re-certified.

ADA Dial-A-Ride Certification Denial

An individual who applies for ADA certification and is denied has the right to an appeal. This must be done

in writing within 60 days. For more information see section titled “ADA Eligibility Appeals Process.”

ADA Dial-A-Ride Reservations

Once you are certified through WestCAT, call (510) 724-6320 and our ADA Coordinator will book the entire

trip and advise you of times and fares.

Reservations for this service are accepted during normal business hours on a “next day” basis, Sunday

through Saturday from 8:00 a.m. to 5:00 p.m. by calling (510) 724-6023. Reservation service is available

one day before a service day when the offices are not open. For additional information, you may call (510)

724-7993.

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

 First and last name of passenger

 Date of travel

 Pick-up address: number, street, apt/suite/bldg. number, and city

 Provide detailed pickup instructions (side or rear door, and so on) for large facilities, for any pickup

locations that may be difficult for drivers to find, and for any locations where your needed pickup

is not at the main entrance

 Requested pick-up or drop-off time

 Requested return time if booking a round trip

 Drop-off address: number, street, apt./suite/bldg. number, and city

 If passenger will be using a wheelchair or other mobility equipment (walker, cane, etc.)

 If the passenger will require additional assistance to/from the vehicle to the first doorway to

complete their trip

 If passenger will be bringing a service animal

 Companions, children, or Personal Care Attendant (PCA) who will travel with passenger.

Having this information ready before you call will prevent dispatch from having to ask you to hold while

they look up an address, and allows them to continue responding to other callers.

Our ADA Coordinator will not contact you until your entire trip has been arranged. If the trip is the first

trip you have taken as an ADA passenger, the process with other operators may take several days. Once

you have used the system, your trip will generally take only one day to book.

When our coordinator calls you with times, please write the times down so there will be no

misunderstandings.

Important! Regional trips (trips outside the WestCAT area) require transfers to other operators. Call as

soon as you are aware you will need a ride outside the WestCAT service area. You may call up to (2) two

weeks in advance of your appointment. Some providers require more than a week’s notice for regional

trips and this will help us ensure availability of the service at the time you need it.

General Advice When Making Reservations

When you call for a trip, please understand that our schedulers are taking calls in the order that they are

received, and passenger scheduling is done in a specific order so that the system can run efficiently and

be available for all users. If you are placed on hold, please be patient, do not hang up and call back. If

you do, expect that you will then be placed at the end of the call sequence and your call will be answered

in the order it was received.

It is advisable to call at least two days prior to your ADA Dial-A-Ride trip. Reservations may be made from

1 to 3 days in advance. However, we suggest that all passengers scheduling a trip call as early as possible

so that we can be sure to accommodate you at your requested time. Priority is given to ADA certified

passengers.

Trips are booked on a “first-come, first-served” basis. You may negotiate your trip with the scheduler,

but there is no guarantee that the specific time you want will be available. Therefore, please call as soon

as possible, and we will do our very best to accommodate your request.

When you call to reserve a ride, your ride will be scheduled within a 15-minute period of time, or “pick-

up window” (example; “We will pick you up between 1:00 p.m. and 1:15 p.m.”). Therefore, you would

need to be ready and prepared to board the bus at 1:00 p.m. It is your responsibility to be ready and

waiting to board the bus when it arrives. If you require additional boarding time, please notify the

scheduler at the time that you reserve your ride.

On occasion, the bus may arrive earlier than the 15-minute window. In these cases, you have the option

of boarding early, or you may wait until the beginning of your pick-up window. It is not the dispatcher or

driver’s responsibility to call you on the telephone to remind you that your pick-up has arrived. If you do

receive a call, it is a “courtesy call” and is not standard operating procedure.

If more than one person is traveling from your address, you will need to advise dispatch when reserving

your trip so that they can schedule properly. Although the bus may not be full when it arrives at your

pick-up there are other passengers along the way that have scheduled trips and so we cannot guarantee

that there will be available space for additional riders from your address unless already prearranged.

Please keep in mind that the dispatchers are scheduling and monitoring hundreds of trips each day.

Dispatchers also have to ensure that your trip can be accommodated without creating problems for other

passengers whose trips have already been scheduled.

Your ADA Dial-A-Ride reservation will not be taken on any line other than at (510) 724-6320. You will be

asked to hang up and call that number again.

You are required to book your return trip at the same time you arrange your first trip, thus ensuring you

will be able to be picked up when you want to return. The system is busy and if you wait to call when you

are ready to return, you may experience long wait times of up to two hours. We also ask that you please

be considerate of your fellow passengers, and remember that if you keep dispatch on the line, they cannot

help other callers. With this in mind, please make sure you have all of the details of your trip when you

place the call. Please have a pencil and paper ready to write down the pick-up window that dispatch gives

you. This will help to avoid misunderstandings.

Subscription Service

Passengers traveling to the same location on a regular basis may establish a standing reservation.

WestCAT refers to these passengers as “Subscription Passengers”. A standing reservation eliminates the

need to call each time the person needs to travel and requires that the person call only when trip needs

to be cancelled or altered.

The schedulers will review requests for subscription service. Requests are accommodated if they can

efficiently be scheduled with other trips on those days and at those times. If a request cannot be

accommodated immediately, they may be added to a subscription trip waiting list. A change in the

subscription trip times, origin or destination may have to be reviewed by the Dial-A-Ride schedulers.

ADA Dial-A-Ride Days and Hours of Operation

WestCAT Provides ADA Dial-A-Ride Service Directly on the Following Days and Hours:

Monday-Friday 6:00 a.m. to 8:00 p.m.

Saturdays 9:00 a.m. to 7:00 p.m.

Sundays Service is provided by East Bay Paratransit

WestCAT Coordinates with East Bay Paratransit to Provide Early Morning, Late Night, and Sunday ADA

Paratransit Service as Follows:

Early Late

Monday-Friday 4:44 a.m. to 6:00 a.m. 8:00 p.m. to 12:14 a.m.

Saturday 5:50 a.m. to 9:00 a.m. 7:00 p.m. to 11:03 p.m.

Sunday 7:10 a.m. to 10:04 p.m.

Americans with Disabilities Act (ADA) Dial-A-Ride transportation is available during the same days and

hours that WestCAT's fixed route bus service operates. You may request a pick-up within ¾ mile of a fixed

bus route during the days and hours of service the bus route operates.

Contact your ADA Coordinator at (510) 724-6320 for information regarding holiday service availability.

Based on limited availability, same day reservations may be made between 6:00 a.m. and 5:00 p.m.

weekdays. Same day reservations can also be made on Saturdays between 8:00 a.m. and 5:00 p.m.

On days that WestCAT is not operating customers may call and leave a recorded message for a reservation

for the next operating day. A dispatcher will call and confirm the reservation during regular business

hours.

ADA Dial-A-Ride Fares & Tickets

Regular Fare Cash Discount

Fare Ticket

$1.25 $1.00

*Special service outside Cash Regional Discount

WestCAT area Fare Ticket

$3.00 $2.50

One Personal Care Attendant (PCA) may travel free with each ADA passenger. One “companion” may

accompany an ADA Certified customer at the same fare. Please have the exact fare ready in cash or tickets.

Drivers cannot make change. WestCAT fixed route bus passes and Clipper cards are not valid for Dial-A-

Ride or ADA Paratransit service.

(*This service is not subject to the provisions of the Americans With Disabilities Act, however, ADA eligible

riders may use this service on a space available basis.)

Cancellation Policy

To cancel a ride call (510) 724-4466. This number is only for cancellations and is answered promptly.

Please do not try to use this line to book trips because you will be referred to the dispatch number.

WestCAT requires that passengers call a minimum of (15) minutes before the scheduled pickup time.

Cancellations must be called in before the bus is dispatched to the address. There are no penalties for

cancellation as long as adequate notice is given.

Policy: No-Shows & Late Cancellations

We understand that because Dial-A-Ride requires trips to be scheduled in advance, passengers may

sometimes miss scheduled rides or forget to cancel rides they no longer need. We also understand that

passengers may sometimes miss scheduled trips or are unable to cancel trips in a timely way for reasons

that are beyond their control. However, repeatedly missing scheduled trips (or failing to cancel trips in a

timely way) can lead to suspension of service. The following information explains Dial-A-Ride’s No-Show

and Late Cancellation Policy.

Definitions: No-Show, Pick-up Window, Late Cancellation

No-show

A no-show occurs when a passenger fails to appear to board the vehicle for a scheduled trip. This

presumes the vehicle arrives at the scheduled pick-up location within the pick-up window and the driver

waits at least (2) minutes.

Pick-up Window

The pick-up window is defined as: from (15) minutes before the scheduled pick-up time to (15) minutes

after the scheduled pick-up time. Passengers must be ready to board a vehicle that arrives within the pick-

up window. The driver will wait for a maximum of (2) minutes within the pick-up window for the passenger

to appear.

Late Cancellation

A late cancellation is defined as either: a cancellation made less than (15) minutes before the scheduled

pickup time or as a cancellation made at the door or a refusal to board a vehicle that has arrived within

the pick-up window.

Definition: No-Shows Due to Operator Error or to Circumstances beyond Passenger’s Control

WestCAT does not count as no-shows or late cancellations any missed trips due to our error, such as:

• Trips placed on the schedule in error

• Pickups scheduled at the wrong pick-up location

• Drivers arriving and departing before the pick-up window begins

• Drivers arriving late (after the end of the pick-up window)

• Drivers arriving within the pick-up window, but departing without waiting the required (5) minutes

WestCAT does not count as no-shows or late cancellations situations beyond a passenger’s control that

prevent the passenger from notifying us that the trip cannot be taken, such as:

• Medical emergency

• Family emergency

• Sudden illness or change in condition

• Appointment that runs unexpectedly late without sufficient notice

Passengers should contact the Dial-A-Ride dispatch center when experiencing no-shows (or late

cancellations) due to circumstances beyond their control.

What if I am a no-show?

When a passenger is a no-show for one trip, all subsequent trips on that day remain on the schedule

unless the passenger specifically cancels the trips. To avoid multiple no-shows on the same day,

passengers are strongly encouraged to cancel any subsequent trips they no longer need that day.

Penalties for Excessive No-Shows or Late Cancellations

WestCAT reviews all recorded no-shows and late cancellations to ensure accuracy before recording them

in a passenger’s account. When a passenger no-shows (3) times and ten percent (10%) or more of their

total scheduled trips in a 30-day period, this will be considered “excessive” and WestCAT will send a

warning letter within 30-days, reminding the passenger of the policy and potential penalties. With

subsequent violations, the following penalties will be implemented when no-shows exceed:

 10% of total trips scheduled = 5-day suspension

 20% of total trips scheduled = 10-day suspension

 30% of total trips scheduled = 15-day suspension

 40% of total trips scheduled = 20-day suspension

Passengers with less than three (3) no-shows in a 30-day period will not receive a penalty, even if their

percentage of no-shows exceeds the percent (10%) of total trips scheduled.

All suspension notices include a copy of this policy, information on disputing no-shows or late

cancellations, and how to appeal suspensions.

Suspensions begin on Mondays. The first violation in a calendar year triggers a warning letter but no

suspension.

Policy for Disputing Specific No-Shows or Late Cancellations

Passengers wishing to dispute specific no-shows or late cancellations must do so within 15 business days

of receiving a written warning notice. Passengers should contact the Dial-A-Ride dispatch center at (510)

724-7993, Monday through Friday from 8:00 a.m. to 5:00 p.m. to explain the circumstance, and request

the removal of the no-show or late cancellation.

Policy for Appealing Proposed Suspensions

The appeal process is available to any individual who has received a no-show or written Notice of

Suspension of Services. The passenger may appeal in writing or in person at WestCAT, located at 601

Walter Avenue, Pinole, CA 94564. Appeals will not be accepted by telephone. Appeals must be received

within 15 business days of the date on the written notice.

The No-Show and Late Cancellation Policy applies to both Dial-A-Ride and ADA Paratransit services.

Other Information

Special Transportation Outside of the WestCAT Service Area

Monday through Friday, WestCAT offers special curb-to-curb transportation for ADA Certified passengers

traveling into the Richmond and San Pablo areas for medical appointments or other special needs. This

transportation is limited to the hours of 9:00 a.m. until 3:00 p.m. and trips are provided on a space-

available basis. One-way fare for this service is $3.00. Discounted tickets are available for this service.

Reservations must be made at least 48-hours in advance by calling (510) 724-7433 and are accepted

Monday through Friday only, from 8:00 a.m. until 5:00 p.m. For additional information about this service,

you may call (510) 724-7993.

This service is not subject to the provisions of the Americans with Disabilities Act, however, ADA eligible

riders may use this service on a space available basis.

Services Not Provided by WestCAT

Passenger requests for a specific driver or vehicle will not be accepted. Passengers will be assigned to

vehicles and drivers by the scheduler based on need, availability, and topography of pick-up and/or drop-

off area. At the time that these assignments are made, all consideration is made for the individual

passenger’s needs as much as is acceptable and required under current Dial-A-Ride and ADA Paratransit

guidelines (e.g., the need for the wheelchair lift).

Travel Training

Free group instruction is offered every third Tuesday of the month at WestCAT. This orientation is meant

to aid you in learning about our Dial-A-Ride and ADA Paratransit program and services. It is approximately

one hour in length and is conducted in our driver’s training room. It is also a great opportunity for you to

ask questions of staff and to get to know some of your fellow riders.

WestCAT recommends all new passengers attend this orientation. Transportation will be provided to and

from this orientation. Please call Dispatch to schedule your ride (510) 724-7993.

Personal Care Attendant (PCA)

If you are certified as ADA Paratransit eligible, you may travel with a Personal Care Attendant (PCA). A

PCA is an individual who provides assistance to you during the trip or at the destination. In order to be

approved to bring an attendant, you must first establish the need for a PCA during the ADA eligibility

process. If a PCA is not identified during the ADA certification process and the passenger requests a trip

to be accompanied by a PCA, the PCA will be allowed. You will be advised to contact WestCAT to request

a review of your PCA status.

PCAs are not charged a fare. PCAs must travel with you, to and from the same locations at the same time

and you must inform schedulers when you schedule your ride that he/she will be riding with you.

Companions

In addition to a Personal Care Attendant, passengers may also travel with a companion. A companion is

someone riding with you, but not as a PCA. One companion is always allowed to ride with you as long as

a reservation has been made for the companion and the companion travels from the same point of origin

to the same destination. More than one companion is allowed if space is available. Companions pay the

same fare as the passenger.

Please advise the dispatcher when the trip is booked that you will be riding with a companion(s). WestCAT

reserves the right to refuse service to any individual who does not have a reservation for service.

Early Morning, Late Night, & Sunday ADA Paratransit Service

For Sundays, and for early morning and late night transportation, ADA certified passengers who reside

within ¾ of a mile of the WestCAT Route J can call (510) 724-7993 and a WestCAT representative can make

advanced reservations for East Bay Paratransit. Transportation is available only during the service hours

of the WestCAT Route J. Reservations for this service will be accepted only during the hours of 8:00 a.m.

to 5:00 p.m., Sunday-Saturday.

Service Refusal and Service Conditions Policy

WestCAT will refuse service to any individual who engages in violent, seriously disruptive or illegal conduct

while on a WestCAT fixed route or paratransit vehicle, in accordance with CFR 47, Section 37.5(h) of The

Americans with Disabilities Act of 1990. This may include a person who assaults a driver or another

passenger, who smokes or drinks on a vehicle in violation of established laws, or who engages in conduct

that is so severe that the delivery of service is seriously disrupted.

Conduct which is related to a person’s disability and which annoys or offends is not to be considered

“seriously disruptive” (For instance someone with Tourette’s Syndrome who may make involuntary

profane statements.) However, a person who refuses to stay seated during transport could distract the

driver and seriously disrupt service. In such cases, service may be refused or the person may be disallowed

from riding WestCAT unattended.

Conditions may be placed on the use of service, in the cases in which WestCAT would otherwise have

authority to suspend or refuse service. For example, a rider with a mental disability may have a tendency

to move around the paratransit vehicle and accost other passengers. Because such behavior would be

seriously disruptive to the service, WestCAT could refuse service. WestCAT could also, therefore, require

that the person travel with an attendant.

Complementary ADA Paratransit Service for Visitors

ADA Paratransit service is available to visitors with disabilities who do not reside within the WestCAT

service area and who present documentation that they are ADA Paratransit eligible in the jurisdiction in

which they reside. Visitors with disabilities who do not have ADA eligibility documentation will be

requested to provide proof of residency and, if the individual's disability is not apparent, a statement by

the visitor certifying that he or she is unable to use fixed route transit.

WestCAT encourages visitors to begin the application process before they arrive, by letter, telephone or

fax, so that a complete application can be processed expeditiously. Once the visitor’s application has been

approved, a letter will be issued to the visitor which clearly states the terms and limitations of their

eligibility.

WestCAT’s service will be made available to the eligible visitor for any combination of 21 days during any

365-day period beginning with the visitor's first use of the service during such 365-day period. The visitor

will be treated exactly like an eligible local user, without any higher priority being given to either.

WestCAT is not required to serve someone based on visitor eligibility for more than 21 days. After that,

the individual is treated the same as a local person for eligibility purposes. This is true whether the 21

days are consecutive or parceled out over several shorter visits. A visitor who expects to be around longer

than 21 days should apply for regular eligibility as soon as they arrive.

Visitors returning to a region whose eligibility has expired must reapply for visitor status paratransit

eligibility. Visitor status will be granted only once per year. Those planning on returning to the region

within one year or to be a more frequent visitor will be encouraged to apply for standard regional

eligibility. Verification of ADA eligibility elsewhere within the nine Bay Area counties will constitute

eligibility here.

ADA Eligibility Appeals Process

An individual that applies for ADA certification and is denied has the right to an appeal. This must be done

in writing within 60 days from the date of the written appeal. You have the right to have your case heard

in person and may bring an advocate or representative to the hearing. Please send a letter stating your

reasons for the appeal to: WestCAT ADA Eligibility Appeals, Western Contra Costa Transit Authority, 601

Walter Avenue, Pinole, CA 94564.

Once your letter is received an appeals board will assemble to process your appeal. The appeals board

should render a final, written decision within 30 days or you will receive service on the 31

day until the

decision is made.

The appeals process board consists of at least 3 persons including one “peer” to the applicant, one

applicable professional expert, and one staff member from WestCAT who was not involved in the original

review of your application.

You may re-initiate the paratransit eligibility process, beginning at level one, at any time that there is a

change in their functional ability to use the fixed route system.

WestCAT will provide any necessary aids (e.g. interpreter, transportation, in accessible format) for you to

participate in the hearing. However, you need to request any necessary aids at least one week before the

meeting.

ADA Reasonable Modification

The Reasonable Modification regulation (Section 49 CFR Parts 27 and 37: Transportation for Individuals

with Disabilities; Reasonable Modification) provides that transportation entities make reasonable

modifications/accommodations to policies, practices, and procedures to ensure that services and

programs are accessible to everyone including individuals with disabilities.

The Western Contra Costa Transit Authority (WCCTA) is fully compliant with the requirements of the ADA

and will make all reasonable modifications to policies and programs to ensure that people with disabilities

have an equal opportunity to enjoy all of its programs, services, and activities.

Requests for modification of WCCTA’s policies and practices may be denied only on one or more of the

following grounds:

1. Granting the request would cause direct threat to the health or safety of others.

2. Result in a fundamental alteration of WCCTA’s service.

3. Are not actually necessary in order for the individual with a disability to access WCCTA’s service.

4. Result in undue financial and administration burden.

You may make your request for reasonable modification:

By email: rmc[email protected]

By phone: please contact WCCTA’s Reasonable Modification Coordinator at (510) 724-7993 or dial 711 for

the California Relay Service.

On-line: http://www.westcat.org/contact-us/

In writing:

Western Contra Costa Transit Authority

Reasonable Modification Coordinator

601 Walter Avenue

Pinole, CA 94564

All reasonable modification requests will be acknowledged within 3 business days of receipt. The

resolution and response to the person who submitted a request will be made timely, within 15 business

days, and the response will explain the reasons for the resolution. The response will be documented in

the Reasonable Modification log. Any requests requiring more than 15 business days to resolve must be

reviewed at the General Manager level, and documented as to why the resolution requires additional

time for full resolution.

Reasonable Modification Complaint Procedures

Any person wishing to file a written reasonable modification complaint with the Western Contra Costa

Transit Authority may do so by calling (510) 724-7993 and asking for a complaint form from the

Reasonable Modification Coordinator or write to:

Western Contra Costa Transit Authority

Reasonable Modification Coordinator

601 Walter Avenue

Pinole, CA 94564

Complainant may also submit a written statement that contains all of the information identified in Section

2 a through e below. The complaint will include the following information:

a. Name, address, and telephone number of the complainant.

b. The basis of the complaint; i.e. complainant denied request for reasonable modification.

c. Complainant’s signature and date.

d. If the complainant is unable to write a complaint, WCCTA will assist the complainant. If requested by

complainant, WCCTA will provide a language or sign interpreter.

e. The complaint may be sent or faxed to the following address:

Western Contra Costa Transit Authority

General Manager

601 Walter Avenue

Pinole, CA 94564

(510) 724-5551 (fax)

The complaint may be sent via email to rmco@westcat.org. WCCTA will begin an investigation within

fifteen (15) working days of receipt of a complaint.

WCCTA will contact the complainant in writing no later than thirty (30) working days after receipt of

complaint for additional information, if needed to investigate the complaint. If the complainant fails to

provide the requested information in a timely basis, WCCTA may administratively close the complaint.

WCCTA will complete the investigation within ninety (90) days of receipt of the complaint. A written

investigation report will be prepared by the investigator. The report shall include a summary description

of the incident, findings and recommendations for disposition.

The Department Manager of WCCTA will review the report. A closing letter will be provided to the

complainant. The complainant will have five (5) working days from receipt of the report to respond. If the

complainant responds negatively or has additional information to provide, an informal phone meeting

will be arranged by the General Manager or his designee. If the complainant does not respond, the

complaint will be closed.

Advocacy Efforts

The staff at WestCAT are active participants on various advocacy committees (i.e. Paratransit Coordinating

Council (PCC) http://www.ccta.net/_resources/detail/21/1, and the Senior Mobility Action Committee

(SMAC) http://ehsd.org/elderly-disabled/advisory-council-on-aging/senior-mobility-action-council-

smac/) throughout Contra Costa County and the Bay Area, whose work includes advocacy, coordination,

and improvement of the overall experience of people with disabilities and seniors who use public

transportation.

In addition, WestCAT works with representatives from the disabled community who assist with ADA issues

and compliance. If you are interested in helping, please contact us at (510) 724-3331 for further

information.

Senior/Disabled Dial-A-Ride:

Senior/Disabled Dial-A-Ride is a shared-ride, curb-to-curb transportation service (provided in vans/and

sedans) that is provided to seniors age 65 and older and persons with disabilities. Senior/Disabled service

is provided weekdays and Saturdays in most of WestCAT’s service area. Sunday service is not available.

Senior/Disabled Dial-A-Ride service is available to persons age 65 and older and to disabled persons who

have not completed the ADA paratransit application process. Please note, when you call to register for

Disabled Dial-A-Ride service you will be provided an ADA paratransit application. You are encouraged to

complete the application process to become ADA certified. ADA certification will provide you with a wider

range of service as well as provide priority when scheduling a ride. If you do not complete the ADA

paratransit application, you may still use Dial-A-Ride. However, you will receive limited service as

described in this section and will not receive priority scheduling. Additionally, you will still be required to

provide a valid proof of disability as described in this section. Senior/Disabled Dial-A-Ride Service

provides:

 Service on Weekdays and Saturdays only. No Sunday or Holiday service available (see hours of

operation)

 Service throughout WestCAT service area only. Transfers to other Bay Area Dial-A-

Ride/Paratransit providers (regional rides) not available.

 One companion may ride with you for the same reduced fare subject to space availability.

 One certified Personal Care Attendant may ride with you at no additional charge

About Senior/Disabled Dial-A-Ride

WestCAT’s Senior/Disabled Dial-A-Ride service provides curb-to-curb service throughout the WestCAT

service area for senior citizens (age 65+) regardless of disability as well as persons with disabilities. Door-

to-Door service is also available upon request at time of reservation. Senior/Disabled Dial-A-Ride service

for disabled persons does not require ADA certification. However, you will be required to provide proof

of your disability to ride if you are under age 65. For information about proof of disability, see the section

titled “Senior/Disabled Dial-A-Ride Eligibility.

Senior/Disabled Dial-A-Ride operates as a shared ride system. This means that other passengers may be

on-board during any part of a ride and that scheduled pick-up times or routes of travel may be altered so

another passenger can be accommodated. It is likely that the vehicle will stop and pick-up other

passengers as it proceeds. Shared rides help lower the cost of Dial-A-Ride. We ask that you wait for the

bus at the curb. However, for specially requested door-to-door service, we ask that you notify us when

reserving your trip, so that extra time can be scheduled for your pick-up and/or drop-off.

Senior/Disable Dial-A-Ride Eligibility

If you are 65 years of age or older, you automatically qualify to use Senior/Disabled Dial-A-Ride. However,

you must be able to verify your age. Accepted proof of age includes:

 Valid California Driver License

 Valid California DMV ID Card

 Valid Passport

 Medicare Card

If you are under age 65 and are requesting Disabled Dial-A-Ride service, you will automatically receive an

ADA paratransit application. You are not required to complete the application process to receive Disabled

Dial-A-Ride service. However, you are encouraged to complete the application. Becoming ADA certified

will provide you with more extensive service as well as priority registration. If you do not become ADA

certified you will be required to provide proof of disability to use Senior/Disabled Dial-A-Ride. Proof of

disability may include:

 Regional Transit Connection Discount Card (RTC)

 Medicare Card (Not Medi-Cal)

 Department of Motor Vehicles Disabled ID Card

 Department of Veteran’s Affairs Disabled ID Card

Senior/Disable Dial-A-Ride Registration

Before you use this service for the first time, you must call (510) 724-7993 to register. You will be asked

to supply the following information:

 First and last name

 Street address with city

 Telephone number

 Date of birth

 Specific appointment time (if applicable)

 Type of mobility aids or equipment (walker, wheelchair, etc.)

If you are under age 65 and are requesting Disabled Dial-A-Ride service, you will automatically receive an

ADA paratransit application. You are not required to complete the application process to receive Disabled

Dial-A-Ride service. However, you are encouraged to complete the application. Becoming ADA certified

will provide you with more extensive service as well as priority registration.

Dial-A-Ride Identification Card

Upon becoming registered for Senior/Disabled Dial-A-Ride services from WestCAT, you will

be required to obtain a WestCAT Dial-A-Ride Identification Card. This photo ID card will be

issued by WestCAT at no charge. It must be presented to your driver each time you board

the bus and it will ensure that you receive the proper fare/discount.

To obtain your WestCAT photo ID, you must come to the WestCAT Administrative office to have your

photo taken. Transportation to our office will be provided at no charge and may be arranged by calling

Dial-A-Ride Reservations at 510-724-7433. Inform the scheduler that you are coming to WestCAT for your

identification photo and you will not be charged for your ride. Free rides to receive your ID card will be

provided from your home to WestCAT and back home from WestCAT only. If you schedule a ride to

another location at the same time, you will be charged for the additional rides.

For Senior/Disabled service, WestCAT photo ID cards are valid as long for as long as you remain registered

with WestCAT. If you are or become ADA certified, your photo ID cards will expire when your ADA

certification expires. When you renew your ADA application, you will be issued a new ID card upon being

re-certified.

Senior/Disabled Dial-A-Ride Reservations

Once you are registered with WestCAT, call (510) 724-7433 to schedule your ride. We will book the entire

trip and advise you of times and fares.

Reservations for this service are accepted during normal business hours on a “next day” basis, Sunday

through Saturday from 8:00 a.m. to 5:00 p.m. by calling (510) 724-7433. Reservation service is available

one day before a service day when the offices are not open. For additional information, you may call (510)

724-7993. When calling to reserve a ride, have the following information ready:

 First and last name of passenger

 Date of travel

 Pick-up address: number, street, apt/suite/bldg. number, and city

 Provide detailed pickup instructions (side or rear door, and so on) for large facilities, for any pickup

locations that may be difficult for drivers to find, and for any locations where your needed pickup

is not at the main entrance

 Requested pick-up or drop-off time

 Requested return time if booking a round trip

 Drop-off address: number, street, apt./suite/bldg. number, and city

 If passenger will be using a wheelchair or other mobility equipment (walker, cane, etc.)

 If the passenger will require additional assistance to/from the vehicle to the first doorway to

complete their trip

 If passenger will be bringing a service animal

 Companions, children, or Personal Care Attendant (PCA) who will travel with passenger.

Having this information ready before you call will prevent dispatch from having to ask you to hold while

they look up an address, and allows them to continue responding to other callers.

General Advice When Making Reservations

When you call for a trip, please understand that our dispatchers experience high call volumes and are

taking calls in the order that they are received. Passenger scheduling is done in a specific order so that the

system can run efficiently and be available for all users. If you are placed on hold, please be patient, do

not hang up and call back. If you do, you will be placed at the end of the call sequence and your call will

be answered in the order it was received. Your Dial-A-Ride reservation will not be taken on any line other

than at (510) 724-7433. You will be asked to hang up and call that number again.

It is advisable to call at least three days prior to your desired trip. Reservations may be made from 1 to 3

days in advance. However, we suggest that all passengers scheduling a trip call as early as possible so that

we can be sure to accommodate you at your requested time. Remember, priority is given to ADA certified