A large segment of the population – including those with disabilities, older adults, and those who live in rural areas – must rely on public transportation to get around. For these riders, access to reliable, affordable, and dependable transit services is critical for their day-to-day mobility. However, many transit agencies struggle to provide paratransit trips that are suited to their riders’ unique needs, including the availability of wheelchair buses and vans. This article explores some of the key challenges and how agencies can overcome them by evolving their systems into rider-first paradigms.
To meet these ADA requirements, transit systems must develop a comprehensive eligibility determination process that ensures people are only eligible for paratransit when they truly need it. This typically involves a rigorous application process, including the submission of supporting documentation, an in-person interview and/or an assessment by a licensed professional. Some systems use a definition of disability that is more stringent, requiring applicants to show they are functionally unable to ride the fixed route because of their disability or limitations.
Eligibility for ADA complementary paratransit also often depends on whether or not an individual is able to negotiate schedules with the paratransit provider. As a result, many transit systems encourage callers to be flexible on trip dates and times, especially during peak calling periods. Some transit systems even offer to schedule the first leg of a trip and then ask the rider to contact them at a later date for the return leg.
Some systems allow individuals to apply for temporary paratransit eligibility, which may last for the expected duration of their disability or until they are able to become “mobility trained.” Others require them to reapply and reevaluate their need for service after 12 months, with an assessment by a certified mobility trainer.
Lastly, ADA regulations require that transit systems only use vehicles that are accessible to wheelchair users, and have a driver who is qualified to assist passengers with boarding. This can create significant capacity constraints, particularly during peak hours when demand is highest. To address these constraints, some agencies have implemented reservation-based, flex-time fares, and a number of them are adopting dynamic routing technologies that allow their vehicles to make multiple stops and travel nonstop for certain trips, reducing the need for advanced reservations.
All of these considerations and requirements are why many transit systems rely on a system that allows them to serve the unique needs of their riders, rather than a standard off-the-shelf software package. By using an evolution-ready platform, agencies can leverage real-time data and automation to ensure that all trips are matched to the specific needs of each passenger. This helps to eliminate inefficiencies, while providing a superior level of service that can transform mobility for riders who need it most.