Americans with Disabilities Act (ADA) Paratransit Service
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What is the ADA Paratransit Service?
The Americans with Disabilities Act (ADA) guarantees people with disabilities the same access to public transportation as people without disabilities. Therefore, all WRTA buses have wheelchair lifts and other disability aids to make them accessible to people with disabilities who can travel independently.
Some people are not able to travel alone by bus, however. For people with disabilities who are unable to travel alone by bus, the WRTA offers ADA Paratransit Service. The ADA Paratransit Service is a curb-to-curb shared ride service, and you must call ahead of time to schedule your ride.
Am I eligible?
The ADA Paratransit Service is for people who have disabilities that prevent them from using regular bus service. To be eligible, you must:
- have a disability
- live in Massachusetts
- be unable to get around on your own OR have a disability that the buses are not yet equipped for and
- file an application and be approved for ADA Paratransit Service.
What benefits will I get?
If you are eligible for ADA Paratransit Service, you will get these benefits:
- You may use the paratransit service for any purpose trip.
- You may use the paratransit service as often as you like.
- You may travel anywhere within Worcester and any point within three-fourths of a mile of an RTA bus route outside of the city.
- You will pay $2.25 per one-way trip within Worcester ($4.50 round trip), and an additional $.25 for each town farther out that you go, up to a maximum of $3.00 per one-way trip.
- You may travel during the hours when the regular buses operate.
- If you need a Personal Care Attendant (PCA) to help you when you travel, your attendant rides free.
- If space permits, you may bring a companion, who must pay.
- You may bring a trained service animal with you.
Note: This is curb-to-curb service. You must be able to meet the vehicle at the curb to use this service.
How do I apply?
To apply for ADA Paratransit Service, you should call:
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PTM Brokerage Services, Inc. (PBSI)
317 Main Street
Worcester, MA 01608
(Mechanics Hall) Map and directions
Telephone: 508-752-9283 or 1-800-499-6384.
TTY/TDD: 508-792-3709.
Hours: 8 AM to 4:30 PM, 7 days a week.
PBSI will mail an application to you, or you can view a sample application online: WRTA ADA Complementary Paratransit Service Application.
The ADA Paratransit application contains detailed questions about your ability to get around on your own, for example:
- which mobility aids you use.
- how many city blocks you can travel independently.
- how many steps you can climb without assistance.
- how long you can wait at a bus stop.
- your ability to read informational signs.
- your ability to ask for and follow directions.
- whether you can travel through crowded areas safely.
As part of the application, you will have to give the WRTA written permission to ask your doctor or health care worker about your disability and how it affects your ability to get around on your own. Your doctor or health care worker will have to complete a separate form.
Once the WRTA receives the completed application from you and the separate form from your doctor or health care worker, they will review your case and decide if you are eligible for ADA Paratransit Service. Remember that you will only be eligible for ADA Paratransit Service if your disability prevents you from using the fixed bus route system on your own.
Appeals:
If you apply for ADA Paratransit Service and are refused, you have the right to appeal. You should file your appeal in writing to:
If you have questions about how to appeal, you should call 508-791-2389 and ask to speak to the Eligibility Manager.
How do I use the ADA Paratransit Service?
Scheduling a trip:
Once you have been approved for ADA Paratransit Service, you may request transportation by calling:
-
PTM Brokerage Services, Inc. (PBSI)
Telephone: 508-752-9283 or 1-800-499-6384.
TTY/TDD: 508-792-3709.
Hours: 8 AM to 4:30 PM, 7 days a week.
You must call no later than 4:30 the day before your trip. You may schedule a trip up to a week in advance.
When you call, you must have the following information available:
- Your name
- Date of trip
- Pick-up time
- Exact pick-up address
- Exact drop-off address
- Return trip time
- Name of any attendant or companion traveling with you
- Special information about your trip or your ability to travel.
Taking a trip:
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Your ride will arrive within a 20-minute "window" around your scheduled pickup time. It may arrive 10 minutes earlier or 10 minutes later than your scheduled time. You must be ready for your ride during this 20-minute "window."
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The driver will wait up to 5 minutes for you to come to the curb. Remember that this is curb-to-curb service and you must meet your ride at the curb. The driver will not blow the horn, call you, or come to your door to get you.
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You must pay in cash when you board or use prepaid tickets. (Call the WRTA at 508-752-9283 for information about prepaid tickets.) Trips cost $2.25 one-way, $4.50 round trip within Worcester, and an additional $.25 for each town farther out that you go, up to a maximum of $3.00 per one-way trip.
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If you don't need a ride that you have already scheduled, you must call to cancel. If you do not cancel, a "no show" will be put in your file. If you get too many "no shows," you will not be allowed to use the service for a period of time.
Rules:
- You may not eat, drink, or smoke in the vehicle.
- You may only go to the address you gave when you called to set up your ride.
- You should not tip the drivers.
- The driver will help you board safely, secure your mobility device, and make sure you wear your seat belt.
- You may only bring what you (or your assistant) can carry. Drivers are not required to help you with bags, packages, or equipment.
More information:
For more information about the WRTA ADA Paratransit Service, see WRTA Paratransit Service on the WRTA web site.
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