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METRO BUS DIAL-A-RIDE SERVICE GUIDE
dial-a-ride services
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TABLE OF CONTENTS ����������������������������������������������������������� 1 METRO BUS DIAL-A-RIDE OVERVIEW ������������������������������� 2 Service Availability and Hours3 Dial-a-Ride Personnel 3 Service Area Map 4 CERTIFICATION & ELIGIBILITY �������������������������������������������� 5 Eligibility 5 Applying for Dial-a-Ride 5-6 Appeals Process 7 Recertification 7 SCHEDULING RIDES & POLICIES ���������������������������������������� 8 Scheduling a Trip8 Subscription Trips 9 Canceling a Scheduled Trip 9 No-Show Policy 9-10 RIDING DIAL-A-RIDE SERVICE ������������������������������������������ 11 Door-through-Door Service 11 Curb-to-Curb Service 11 Paying for Your Trip (Fares) 12 Personal Care Attendant (PCA) 13 Traveling Companions 13 Out of Town Visitors 13 Wheelchairs 14 Steps, Ramps, Sidewalks & Driveways 15 Animals 15 Children 15 Seat Belts 15 Grocery and Shopping Bags 15 CUSTOMER SERVICE (Comments or Complaints) ���������� 16 METRO BUS CODE OF CONDUCT ������������������������������������� 17 EXPECTATIONS ������������������������������������������������������������������� 18
Serving St Cloud Sartell, Sauk Rapids
and Waite Park, Minnesota
St Cloud Metropolitan Transit Commission 665 Franklin Av NE, St Cloud, MN 56304
320.251.1499
Metro Bus Mobility Training Center 700 West St Germain
St Cloud, MN 56301 320.529.4497
email:
[email protected] web:
ridemetrobus.com
METRO BUS DIAL-A-RIDE GUIDE
December 2021
@scmetrobus
@StCloudMetroBus
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Dial-a-Ride is a shared-ride, paratransit service for
individuals who are unable to use Fixed Routes Dial-a-Ride is a Door-through-Door, Operator-assisted service with a Curb-to-Curb option
Dial-a-Ride serves the cities of St Cloud, Waite Park,
Sauk Rapids and Sartell to get to and from activity centers, medical facilities, work, school, grocery shopping and other community functions
These program guidelines describe the process of applying for Dial-a-Ride along with information on policies,
procedures, and the responsibilities of both the passenger and Metro Bus
Following the policies and procedures outlined in this Service Guide will ensure that Metro Bus Dial-a-Ride operates successfully for everyone
The federal Americans with Disabilities Act (ADA) provides the framework that Metro Bus must follow when providing Dial-a-Ride, which is referred to as “complementary
paratransit” service in the transit industry
The ADA establishes minimum requirements for
complementary paratransit services on such matters as fares, operating hours, service area and other elements of the program
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ADA COMPLAINTS
If you have an ADA-related complaint, contact the
Dial-a-Ride Operations Manager
Email:
mkraemer@stcloudmtc�com Or call 320�529�4494
Monday - Friday 8:00 AM to 5:00 PM
DIAL-A-RIDE OVERVIEW
Above photo: Metro Bus Dial-a-Ride is a shared ride service for individuals with disabilities who are unable to ride Fixed Route buses.
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Metro Bus Dial-a-Ride operates comparable hours to Fixed Route. Specific times vary by geographic area.
Metro Bus Dial-a-Ride is funded primarily through an appropriation from the Minnesota State Legislature, with passenger fares and local
and federal funding accounting for the balance of operating revenue
Dial-a-Ride Availability and Hours
Dial-a-Ride operates comparable hours to Fixed Route. Specific times vary by geographic area
There is no service on New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and Christmas Day Service ends early on Christmas Eve
Dial-a-Ride Personnel
All Metro Bus Operators wear uniforms that clearly identify them as Metro Bus personnel Bus Operators receive training in defensive driving, First Aid and customer relations
They also receive passenger sensitivity training to help them understand and respond to the special needs of Dial-a-Ride passengers
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Meadow Ln
Red River Trl 29th St S
20th Av NE
37th St S Madison
Park
Woodland Rd
Deer Creek Trl Prairie Hill Rd Somerset Blvd
Glasgow Rd
Glenview Ln
Aspen Ln
Westwood Pkwy
Goettens Way
Willow Creek Dr
18th St NE Perennial Ln NE 17th St N
5th St N 7th St N
Scenic Dr NW
43rd St NE Marigold Rd NW
River Rd NE
5th Av NE
30th Av N 19th Av N
20th Av N Trentwood Dr Knottingham Dr Wildw
ood Ct Queens Ct
Kings Way
83rd Av N
88th Av 73rd AvYellowstone Av Sequoia Av
Voyageur St
Ridgewood Rd
Hoffman Old H Ct
wy 52 Pearl Dr
304th St
Savanna Av
Cottonwood Rd Wildwood Rd Poppy Rd Julie Dr
76th Av 44th Av N
24th Av N
28th Av N 23rd Av S 17th Av S
36th Av S
Quarry Rd
86th Av 34th Av NJulep Rd 41st Av N 38th Av N37th Av N36th Av N35th Av N34th Av N33rd Av N32nd Av N 27th Av N26th Av N25th Av N
37th Av S 33rd Av S 31st Av S31st Av N30th Av S29th Av S29th Av N28th Av N 25th Av S 23rd Av N 25th Av N 19 ½ Av S Osseo Av N16 Av N18th Av N
21st Av N McKinley Pl SWashington Memorial Dr
Progress Rd 10th Av S Heritage Ln 2nd Av SAberdeen Dr Park Av S
Waite Av S 17th Av N
73rd Av N
350th St
11th Ct N
Grizzly Ln
6th St S
325th St
322nd St
Mullen Rd 320th St.
315th St Orange Rd
25th Av NE
Mayhew Lk Rd NE Town Hall Rd NE
45th St NE
35th St NE
18th St N
11th St N
Ocarina Ct Osauka Rd NE
15th St NE
13th St NE
Quebecor Rd NE
Prospect Ct NE 14th Av NE
Westmont St NE
Quail Rd NE 10th St NE
4th St S
5th St S Lincoln Av
Apollo Av NE Franklin Av NE Industrial Dr S
Searle St S
Benton Dr S 11th St NE
Energy Dr
2nd St SE
12th St SE 29th Av SE
Ocarina Dr LnOlive
8th St N
6th St N 4th St N
2nd St N
½ St S 1st St S
11th St S 9 ½ St N
13th St N 15th St N
35th St NW
Golden Spike Rd NE 349th St
9th St. NE
3rd St NE 8th St. NE 6th St NE 4th St NE 44th St NW
16th Av NW Mayflower Rd NW Oakland Dr NW 46th St NW 10th St N 9th St N
12th St N 27th St N 35th St N
15th St N
Coborn Ct
Pine Tree Ct Caitlin Ct
Pebble Creek Dr Sierra Ct Sierra Ct W
Theisen Rd
2nd St S
10th St S 1st St S 21/₂ St S
Victory Av Sierra Loop
Pine Tree Ct Bechtold Dr Sunset Av Hi Vue Dr
13th Av N Oak Hill Ct N
Birch Cir Ash CirBoulder Dr
Central Park Blvd Bear Path Ct Cougar Ln
Bluebird Ct Lawrence Cir
Lawrence Ct
Watab Ct River St Sartell St W
Lowell Ln
Heritage Dr 7th Av S
Starlight Dr Northstar Dr
Northview Dr
Perimeter Dr
Oak Pond Dr Highview Dr N
Highview Ct E 18th Ct NW Circle Dr NW
Benton Oaks Dr 14th Av NW
High CtHig
h Dr 18th St NW 4th Av N Summit Av NSummit Av S 9th Av S
River Av S
Water Av S Peach Dr NE
10th Av NEIndustrial Blvd
13th Av S 13th Av NE 24th Av NE24th ½ Av NE
23rd Av NE 30th Av SE
21st Av NE 29th Av NE28th Av NE 31st Av NE
Quarry Rd NE
Benton Dr N River Av N2nd Av N
3rd Av N 4th Av N
4th Av S
3rd Av S 5th Av N 7th Av N
9th Av N
Oak Dr Greenwood Ln
Park Av
4th Av S
5th Av S 14th Av E12th Av E
11th Av E
5th Av E
Benton Dr Riverside Av S
Riverside Av
Mississippi River
Watab River
Scott DrRidge Rd
1st Av. E
Riverside Av N
1st Av N
Park View Ln
Pine Cone Rd
Pine Cone Rd S Leander Av
Oak Rd
Bromo Av
Pleasant Av. 61st Av
61st Av N
67th Av N64th Av N Cypress Rd Case Ln CentraCare Cir Connecticut Av Summit Dr
LeSauk Dr
19th Av S Roberts Rd
Scout Dr Troop Dr
23rd St S
19th St N Park Dr
Forest Dr
Stockinger Dr Northway Dr
15th St N
14th St N 13th St N
Centennial Dr 8th St N 7th St N
Cooper Av N Breckenridge Av N
4th St N 3rd St N 9th St N 12th St N
14th St N Stearns Way
321st St 20th St N
Northwood Ln
Kenwood Rd
Glenview Ln
Rolling Ridge Rd Cory Ln
305th St
Fairfield Ln Rilla Rd
Brookwood Ln
15th Av N Middale Ln
Fairway Ln
Foundry Cir
3 ½ St NE 3rd St NE
1st St S 2nd St S 3rd St S
Sundial Dr
7th St S
Popplewood Ct Cedarwood Ct
Oxby Ln
Willow Pond Dr
Graniteview Rd Parkway Dr
Maple St NE
2nd St N Divison St Saukview Dr
Frontage Rd N Frontage Rd S
Bel Clare Dr Arbor St Belmar St Claremont St
263rd St
250th St Hidden Acres Cir
40th St S
33rd St S 31st St S
Oakham Ln
26th St S 25th St S
17th St S
Roger Rd Allendale Dr Linda Ln
24th St S 22nd St S 16th St S
1 ½ St S 1st St N
Jamary Pl
20th St S 18th St SW St. Germain St
Main Prairie Rd
27th St S 28th St S
Kuhn Dr
Jenisa Dr Dunbar Rd
Suncrest Dr Lief Erickson Pl Aldon Dr Cummings Ln
Sunridge Dr Golf View Ln Sportsmans Island Rd Island View Dr Cheryl Dr Oak Ridge Ln
Halliday Rd Haven Pl
Park Pl 14th St S 13th St S
9th St S 8th St S
12th St S
Highland Trl Southway DrGermany St
Lime Tree Cir Bent Tree Dr
30th St S
Haller Way 26th St
Walden Way
39th St S 38th St S
36th St S Creekview Rd
Deerwood Ct
255th St 42nd St S
251st St
52nd St SE
57th St SE 49th St SE
47th St SE 45th St SE
42nd St SE 37th St SE 30th St SE
29th St SE 25th St SE 27th St SE 25th St SE
24th St SE 19th St SE 18th St SE 17th St SE 16th St SE 15th St SE 14th St SE 13th St SE
11th St SE 10th St SE 9th St SE 8th St SE
Oak St SE Division St E
2nd St NE E St. Germain St
1st St SE 4 ½ St NE 6th St NE
1st St NE
5 ½ St N 12 ½ St N
Maple Ln 7th St SE
4th St SE
Lincoln Av SE
University Dr SE
21st St SE Minnesota Blvd SE
36th St SE
32nd St SE
43rd St S 40th St S 79th Av
Lake Rd
Pleasant Rd
White Oak Rd 82nd Av 80th Av 58th Av 33rd Av Hadrian Rd 15th Av SE 31st Av SE
Heatherw ood Rd Walice Dr
22nd Av
43rd Av S 21st Av S Bear Ridge Av SCooper Av S Crescent Ridge Trl
Roosevelt Rd 11th Av S Clearw
ater RdMarquette Dr
Serenity Dr
Clare Ct
Kings Way
Red Fox Rd Traverse Rd
Patricia Dr Calvary Ct 16th Av S 14th Av S 12th Av S 8th Av S Highbanks Pl Ramsey Pl
E Lake Blvd10 ½ Av S 6th Av S
1st Av S Riverside D
r SE 5th Av SE 7th Av NE Columbia Av NE 6th Av NE Wilson Av NE 4th Av NE 6th Av N
5th Av N 8th Av N 9th Av N 10th Av N 11th Av N 12th Av N Whitney Dr
3rd Av NE 2nd Av NERiverside Dr NE Raymond Av NE
4th Av SE
16th Av N 14th Av N
Wilson Av SE
Imperial Dr
41st Av S
40th Av S
16th Av SE
21st Av
63rd Av
Joymar Dr
McLeland Rd Sandy Dr
19th St N
16th St N Sunset Ridge Rd
Spruce Dr Walnut Dr
Plaza Ln Center St
19th St S Dehler Dr 15th St S
Sauk Riv er
Sartell Sauk
Rapids
St. Cloud
Waite Park
Eastern Star Cir
7th St
G reat Oak Dr
14 ½ Av SE 9th Av
SE
19th Av SE
12th Av SE
Killian Blvd SE 13th Av SE14th Av SE Oakwood Dr
11th Av SE Sherburne Dr 24th Av N
23rd Av N
Strawbe
rry Ct
Liberty Glen Lp 20th Av SE
23rd St SE
18th Av SSanta Fe Trl 15th Av S West Oaks Dr
Brend a Lee Dr
Delta
Cir
Sterling Dr
Goettens Way
26th Av S 34th St S Maywood Dr
Wellington Cir
Park View Ln NE
Temminck Rd
10 10
10
4
15
23
75
94 15
23
1 120
Speedway
CentraCare-Chateau Waters
Coborn’s Superstore
Cedar Square Apartments Benton County
Fairgrounds Sartell High
School Oak Ridge Early Learning Center
Pine Meadow Primary School
Riverview Intermediate School
St. Francis Xavier School
Sartell Mobile Home Park
Fisher Garden Mobile Home Community Sartell Police & Fire
Departments
Post Office
Cathedral High School Sartell
Middle School
CentraCare Plaza
CentraCare-St. Cloud Medical Group North Sam’s Club The College of St. Scholastica HealthPartners- St. Cloud Dental Clinic St. Cloud Orthopedics Huntington Park Meadow Lake
Park Sabre Oaks
Park
Prairie Lane Park North Acres Park
Oakwood Village Park
Eastern Star Park
Pleasant View Park Island
View Park Ridge Oak Park
Municipal Park Oaklane Park
Scenic View Park Benedict Acres Park Tower Park
Bob Cross Nature Preserve
Autumn Ridge Park Mayhew Creek Park Fairview Farms Park
CrossBob Field
Garden Brook Park Lions
Park Southside
Park
Wilson Park Raymond Park Whitney
Park Sauk River Regional Park
Centennial Park
Seberger Park
Colonial Gardens Park
Diocese Park McKinley
Park Carlin Heritage Park Park
BBC Park
Eastman Park
Butler Park
BardenPark
Beaver Island Park Lancing
Riverside Regional Park Munsinger Gardens Clemens GardensRotary
East Park Reach-up Park
Woodland Hills Park
Kiwanis Park Talahi Park
Sterling Heights Park Haws
(Southside)Park
Schmidt Park
River Bluffs Regional Park
Edgewater Estates Park St. Cloud Country Club Pantown Park
Knights of Columbus Park Westwood
Parkway Park
Black Walnut Park Ridge Wood
Park
River’s Edge Park
Rock Island Park Bartz Park
Northway Park Aurora Park Creekview
Preserve
Geoffrey Park
Lake Francis Park
Jaycee Park Amblewood
Park Southview
Park
Rolling Ridge
Park Westwind
Park Sunset
Park West River Meadows
Chantry Park Prairie Rose
Park
St. Cloud/Spalt Park Hester Park Triangle
Park Watab Park
Lion’s
Park Kiddie ParkEastside
Wild’s Park North Celebration
Park
Cypress Park
Wild’s Park South
Rolling Meadows East Rolling Park Meadows West
Park Pine Tree Pond Park
SmithVal Park
Rotary Park Sartell Veterans Park Pinecone
Central Park Northside
Park Morningstar
Park
STā Fit Sartell Community
Center Coborn’s Marketplace CentraCare-Sartell Therapy Suites
Crossroads Center
St. Cloud Shopping
Center Rivertown Village Shopping Center
New York Gyro Midtown Square Mall Roosevelt Education Center
Roosevelt Boys
& Girls Club
Walgreens
St. Elizabeth Ann Seton Catholic School Lunds &
Byerlys Coborn’s Pathways 4
Youth
Catholic Charities
Great River Regional Library NUWAY Germain Professional
Center Overcomers International Fellowship-Dream Center
Metro Bus Mobility Training Center
SCSU Welcome Center Coborn Plaza Apartments
St. Cloud State University Miller Center
SCSU Atwood Center SCSU Public Security Office
Southside Boys & Girls Club
Halenbeck Hall
La Paz Community Apartments
La Cruz Community Apartments
Herb Brooks National Hockey
Center Garden Square
Apartments South Junior High School
Talahi Community School SCSU Selke Field Promise Neighborhood
Clear Brook Apartments Michigan Place Apartments Bernick’s
Arena
Country Manor Evergreen
Village
Meduit Sartell Sartell City
Hall Pine Ridge Golf Course
Riverside Plaza
Kensington Apartments
Marketplace of Waite Park CentraCare Home Health & Hospice Cash Wise Kohl’s Goodwill
Costco Home Depot
PeopleReady McDonald’s
ALDI Park Villas Apartments
Park Meadows Apartment Homes Menards
Waite Park City Hall Parkwood
Cinema Riverwood Mall
Stearns History Museum Walmart Supercenter Chuck E. Cheese
Arby’s
Kwik Trip Bethlehem Lutheran Church
Heritage Park Apartments
Village Green Apartments Burlington Coat Factory Main Prairie Apartments Speedway
Huntington National Bank Roosevelt Office Park
Afton Apartments WACOSA Crafts Direct Gatewood Apartments
Tri-CAP Fleet Farm
Nahan Printing Aramark
Uniform Services Bluestem Brands/Fingerhut SpartanNash Northern Metal
Products
Stallion Doors &
Millwork Rejuv Medical Kwik TripMcDonald’s
Central Minnesota Mental Health Center-Waite Park Campus Westwood
Elementary School St. Cloud
APO
St. Cloud Municipal Athletic Complex (MAC) St. Cloud VA Health
Care System
VA Golf Course
St. Cloud Family YMCA Grace McDowall Apartments CentraCare-Coordinated
Care Clinic
CentraCare-Gorecki Guest House
Centennial Plaza
Place of Hope Ministries Anna Marie’s Alliance All Saints Academy Central Minnesota Mental Health Center
Social Security Administration Focus XII
Whitney Senior Center
Wolters Kluwer Financial Services Industrial Park
West Park Industries
Stearns County Service Center
Bel Clare Estates
Angushire Golf Course
Walmart McDonald’s
Rasmussen University McKinley-ALC
Al Ringsmuth Library
St. Cloud Technical High
School Athlos Academy
Holiday Inn Express McDonald’s
McStop Edgewater Estates
Nature’s Edge Apartments Grand River Estates Swisshelm Village
Coborn’s Corporate Offices Amazon Fulfilment Center Marco CentraCare - St. Cloud
Medical Group South Stride
Academy
Oak Hill Community School Apollo High
School
Quarryview Education Center Discovery Community School
Carrington Apartments
Post Office Stearns County Courthouse
St. Cloud City Hall Until 2022
St. Cloud City Hall Effective 2022
River’s Edge Convention Center
Metro Bus Transit Center
Target Amtrak Station
Country Hearth Riverside Apartments
St. Katharine Drexel School Lincoln Elementary
School Cash Wise Foods Salvation
Army Runnings Arby’s
Lincoln Pointe Apartments Sherwood Manor
Culvers Kwik Trip Dairy Queen WJONThe Lincoln Center
Oakstreet Townhomes
Bentonshire Apartments McDonald’s Wendy’s
Thrifty Motel Cloverleaf Mobile Home Community St. Cloud
Hospital CentraCare Clinic - River Campus St. Cloud Math &
Science Academy CentraCare-Northway Clinic
Catholic Charities Behavioral Health Clinic
Mississippi Heights Elementary Sauk Rapids-Rice
Middle School
Hillside School Independent
Lifestyles Walgreens
Custom Caseworks Industrial Park
South Industrial Park
East Industrial Park
North
MN DNR Office Sports Arena EastMetro Bus Operations
Branding Iron Holdings
Bridge Recovery
Ridgeview Place Good Shepherd
Community
Sauk Rapids Government Center Pleasantview
Elementary
North Jr.
High School North Village Apartments MN Dept. of Transportation
CentraCare-Midsota Plastic Surgery/
St. Cloud Hospital Addiction Services
Madison Elementary School
St. Cloud Technical &
Community College
Quarry Park and Nature Preserve
Jagiello Park
Neenah Creek Regional Park
Concord
Park Signal
Hills Park
Crestview
Southwood Heights Park Cooper Hills
Oaks Park
Heritage Woods
Preserve Rose Richter
Park Calvary Hill
Park
SerenityPark
PioneerPark Tiffany
Hidden Park OaksPark
Plum Tree ParkDJ Voth
Park Rotary
Park
Barthelemy Oak Forest Park Pineview Park
Edenbrook St. Cloud
CentraCare-Benet Place
CentraCare-St.
Cloud Care Center
The Highlands Apartments Sterling Heights
Apartments Oakwood
Court Apartments
Sauk Rapids-Rice High School
Eastside Boys & Girls Club Sauk Rapids Post Office
Kwik Trip Kwik Trip
Culvers
Kwik Trip Kwik Trip
Kwik Trip
Kwik Trip
Speedway
Speedway
Speedway
Speedway Speedway
Speedway
Speedway Madison
Crossing Park
Sandstone Park
Place Of Hope Ministries West
Kwik Trip
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METRO BUS DIAL-A-RIDE SERVICE AREA
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CERTIFICATION & ELIGIBILITY
Eligibility
To be eligible for Dial-a-Ride, an individual:
• Must be unable to board, ride or disembark a Fixed Route Metro Bus, or access the Fixed Route system due to a combination of a disability and physical barrier (ie distance to bus stop, terrain, etc)
• Uses a personal oxygen supply or ventilator
Ineligible for Dial-a-Ride:
• A person requiring external life support equipment or immediate/
emergency medical transportation
Applying for Dial-a-Ride
1) Application: The Dial-a-Ride application is available online at ridemetrobus.com/home/dial-a-ride or by calling 320.252.1010
2) Interview: After Metro Bus receives the application, an interview will be scheduled
At the interview:
• The application will be reviewed
• Questions will be asked about applicant’s ability to use the Fixed Route bus system
• A cognitive or physical functional assessment may be performed If transportation is needed to the
interview, Metro Bus will provide a ride free of charge Applicants should
come dressed in appropriate attire for a possible outdoor functional assessment
Eligibility determination will be made within 21 business days of receipt of application
3) Determination: Following the interview process, applicants will receive written notification regarding their eligibility This letter will be presented to the applicant if an eligibility decision has been made at the time of the interview If further information is needed to make an eligibility decision, then the eligibility letter will be mailed to the applicant
ELIGIBILITY DETERMINATION
Eligibility is a transportation decision, not a medical one. Determinations are based not on the presence of a disability, but on the effect the disability has on an individual’s capacity to use Fixed Route bus service. Perceived inconvenience, real inconveniences or simply a desire not to use accessible Fixed Route bus service, are not criteria for eligibility.
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Approval
If approved for service, the applicant will receive an identification card. The card includes information about how to schedule a ride
Once approved for service, the applicant must communicate changes in disability status or home address to Metro Bus If an individual’s use of a mobility aid changes, such as switching from using a walker to using a wheelchair, this should also be communicated to Metro Bus
Approval is given in the form of certification.
There are five types of certifications.
1) Unconditional: Allows use year-round and under any condition.
2) Conditional: Allows use when a condition/barrier doesn’t allow individual to utilize the Fixed Route bus system. Examples of conditional certification include the presence of snow and ice, complexity of trip (i.e. multiple transfers to complete a trip), distance to a bus stop, change in physical ability due to a medical procedure.
3) Temporary: Allows use when disability is temporary for a limited, specific amount of time due to post-operative recovery, broken bones, etc.
4) Non-Resident: If the applicant lives outside the Metro Bus transit service area and meets the eligibility criteria, he or she may use Dial-a-Ride for trips within the service area.
5) Visitor: Allows use when visiting and staying in Metro Bus service area.
Must prove eligibility by presenting an identification card from their local public transportation program, or prove mobility impairments, such as use of a wheelchair or other mobility aid. Using the service longer than 21 days in a 365-day period of time requires completion of application.
TYPES OF CERTIFICATION
A cognitive or physical functional assessment may be performed at a Dial-a-Ride application interview.
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Accessible formats for this service guide, application, or other materials are available by request by calling 320.251.1499 or email [email protected].
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Appeals Process
If an individual is determined ineligible and denied service, or given a
conditional or temporary certification for Dial-a-Ride, the written notification shall state the reason for the decision The applicant may appeal the decision by following the information in the Notice of Right to Appeal
All appeals may be presented in person, by phone, or in writing
within 60 days of receipt of the letter stating the eligibility determination Upon receipt, the appeal will be date stamped and referred to the
Community Outreach & Travel Training Manager for initial review
and consideration
The Community Outreach
& Travel Training Manager will decide to either reverse a determination of eligibility or schedule the matter for a hearing at the next Appeal Committee meeting The Appeal Committee meets on an as-needed basis Appointments may be made to appear before
the Appeal Committee by calling 320.252.1010.
After the Appeal Committee has
received, reviewed and considered the material presented as part of the Appeal process, they shall render a final decision and shall direct the Community Outreach
& Travel Training Manager to prepare a letter to the applicant regarding its determinations The Appeal Committee will specify, and the letter shall explain in detail, the reasons for their decision
Recertification
All Dial-a-Ride passengers, whether they have been approved for an
unconditional or conditional certification, must be recertified for service every three years A reminder notice will be sent by mail at least 60 days prior to their expiration date Those who still need Dial-a-Ride transportation may reapply for the service. Recertification may be identical to the certification process; however, Metro Bus reserves the right to waive this process or any portion of it
REAPPLYING FOR SERVICE
If an applicant is denied eligibility, the applicant may reapply if there are substantial new or different conditions which cause a significant change in physical or mental capabilities.
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Scheduling a Trip
To schedule a ride, call the Dial-a-Ride dispatch office at 320.252.1010.
Bus Operators cannot take appointments or make changes to any scheduled rides.
Please provide the following:
• Passenger name
• Origin address
• Destination address
• Desired destination arrival time
• Whether a companion or Personal Care Attendant (PCA) will be accompanying for each trip scheduled
• Confirm Door-through-Door or select Curb-to-Curb service The caller will be provided with scheduled pick-up and return times All passengers should be ready and waiting at the door (first door) giving inside access to the building of the location where they are being picked up If the Operator arrives and the passenger is not ready at the first door, the Operator is allowed to leave one minute after the scheduled pick-up time, resulting in a no-show for the passenger
Due to unforeseen
circumstances Operators may occasionally be late and passengers are asked to wait up to 15 minutes beyond the scheduled pick-up time to avoid receiving a no-show
Medical Return: Like all trips, return trips from medical appointments must be
scheduled in advance They may be scheduled for a specific time or as a “medical return,” in which case the passenger calls for a ride when their appointment is complete and the first available bus will be sent Rides with specific times have priority for pickups over medical returns Advance Notice Requirement:
Rides may be scheduled between one and seven days in advance. Every effort will be made to schedule trip requests at the specific time desired;
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SCHEDULING RIDES & POLICIES
SCHEDULING RIDES Call 320�252�1010
Monday - Friday
6:00 AM to 5:00 PM
Saturday & Sunday
8:00 AM to 5:00 PM
however, because this is a shared ride service earlier or later pick-up times may be negotiated
Dial-a-Ride does not
provide emergency medical transportation.
Passengers are responsible for remembering their scheduled pick-up and return times Operators cannot provide this information. If verification of scheduled rides is needed, please call the
Dial-a-Ride dispatch office at 320.252.1010
Shared-Ride System: The Dial-a-Ride program operates on a shared-ride basis This means that other passengers may be on board during any part of a trip, and that scheduled pick-up times or routes of travel may be altered to accommodate another passenger It is likely that your ride won’t always be a direct route to your destination without any stops
All trips will be coordinated to carry as many passengers as possible to help lower the cost of service
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Subscription Trips
Subscription Service may be available for those who travel to the same place, at the same times, several days a
week To be considered for Dial-a-Ride Subscription service, all of the following criteria must be met:
• Certified to use Metro Bus Dial-a-Ride, except those with Temporary or Visitor certifications
• Request is for travel to the same destination at the same time — at least three times a week
To be considered for Subscription Service, complete the Subscription Request Form, available at
ridemetrobus.com/home/dial-a-ride/
or by calling 320.252.1010
Subscription Service requests are reviewed the first Monday of each month and the five working days following Approval is based on
meeting the set criteria, as well as the availability of service
Subscription trips may be put on hold for up to 30 days If a rider does not resume subscription trip within 30 days, it will be removed and rescheduled through the subscription trip request process
Subscriptions have no expiration If there are any changes made to the subscription (day, time or destination) it may be canceled and will be
reinstated, if there is availability If a rider cancels 50% or more of their trips in the month, subscription service may be removed
Canceling a Scheduled Trip
If a trip has been scheduled that will not be used, please cancel it as far in advance as possible To avoid a no-show, a scheduled pick-up time must be cancelled at least two hours in advance
No-Show Policy
A no-show occurs when an individual schedules a ride and fails to use the service by missing their scheduled ride or does not give sufficient cancellation notice (less than two hours)
If an individual receives more than five no-shows in a 30-day period AND the no-shows equal more than 10 percent of their total trips scheduled for that 30-day period of time, they will be suspended The 30-day period of time is determined by the date of the
first no-show.
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When an individual receives a no-show, a letter will be sent to them with
information about when the no-show occurred and will give instructions for how to appeal the no-show
Individuals have 10 business days from
receipt of the letter to notify Metro Bus that they wish to appeal the no-show
The appeal may be in writing, by phone, or in person
Metro Bus will reply no-show validity determinations in writing or by phone to the individual within 10 business days of receipt of the appeal An individual who receives a sixth no-show (and their no-shows equal more than
10% of their total trips for a 30-day period of time) will be notified by letter that they will be suspended The suspension will go into effect 15 days from the date of the letter Metro Bus administrative staff will issue the suspension
Individuals wishing to appeal the suspension may do so by notifying Metro Bus and attend the next Dial-a-Ride Appeal Committee meeting to discuss the reasons for the no-shows
During the time period of the appeal, the suspension will be put on hold
The Appeal Committee may either dismiss one or all of the no-shows or make a final determination to uphold the suspension
If an individual goes one year without any suspensions (counting from the previous suspension’s start date),
their next suspension will revert back to a first suspension of seven days
The Dial-a-Ride
Appeal Committee meets the third Tuesday of each month at 11:30 AM at the Metro Bus Mobility Training Center, 700 W St Germain St, St Cloud, MN 56301
• The vehicle arrived at the pick-up location more than 15 minutes beyond the scheduled pick-up time.
• A sudden personal or family emergency arose that caused the passenger to change plans and did not allow time to notify dispatch.
• A sudden turn for the worse for a passenger with a variable condition.
UNUSED SCHEDULED TRIPS
Consideration will be given for no-shows that are beyond the passenger’s control, which could include any of the following:
1st suspension – Loss of
Dial-a-Ride privileges for seven days.
2nd suspension – Loss of
Dial-a-Ride privileges for 14 days.
3rd suspension – Loss of
Dial-a-Ride privileges for 21 days.
4th suspension – Loss of
Dial-a-Ride privileges for 30 days.
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Door-through-Door Service Policy
Door-through-Door service means that Bus Operators will assist all passengers through the first door of the building first door definition is “giving inside access to the building”) at both their point of origin and their destination
Bus Operator assistance ends when the Bus Operator has assisted the passenger through the first door of the building.
Bus Operators are not allowed to assist beyond this point� Passengers who require further assistance once inside the first door of a building are responsible to have a Personal Care Attendant, companion, or other individual present to assist them The Dial-a-Ride Bus Operator reserves the right to refuse loading at a location where the lift or ramp cannot be physically deployed due to the location being deemed as unsafe to the Bus Operator and/or passenger
Per the Metro Bus Passenger Management Standard, individuals weighing more than 350 pounds with their mobility aid are required to board and exit the bus on their own More information about this is located in the Wheelchair section
If you are able to move between the building and bus without assistance from the bus Operator, notify the call center staff when scheduling your ride or the bus operator once at your Drop-off site.
Curb-to-Curb Service Policy
Curb-to-Curb service is an option for those who prefer less assistance Curb-to-Curb service is appropriate for passengers who are able to move between the building and bus without assistance from the Bus Operator The passenger may be assisted by others, such as a PCA, health care staff, family member or companion rider The bus will park in the same location for Curb-to-Curb service as it does for Door-through-Door service The passenger and any companion must be ready to board within one minute of the scheduled pick up time to avoid receiving a no-show If waiting inside, the passenger must be able to get to the bus within the one-minute time frame The Bus Operator will not walk to the building or search for the passenger If more time is needed to get from the building to the bus, the passenger is expected to plan ahead and be outside sooner Passengers may opt-in to Curb-to-Curb service when the ride is booked They can change back to Door-through-Door anytime during reservations hours in advance of the pickup. Drop-off assistance may be requested on the bus
