Eligibility

Verification of age and eligibility must be completed prior to using the Dial-A-Ride service. The Dial-A-Ride (ADA) application consists of two parts. Part I of the application must be completed by the applicant or a representative, and requests information specific to the applicant (name, address, emergency contact information). Part II of the application must be completed by the applicant’s doctor, rehabilitation counselor, physical therapist or other licensed professional who can provide information of the applicant’s disability.

Under the ADA regulations, there are three categories under which a person may be eligible for ADA Dial-A-Ride service:

1. An individual with a physical or mental disability (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 from any vehicle on the VCC fixed-route system which is also accessible to and usable by individuals with disabilities.

2. When equipment and or stops on the VCC fixed-route system area are not accessible to a person in a wheelchair or a person using a mobility-devise such as a walker.

3. When an individual with a disability, has a specific impairment-related condition, which prevents the individual from traveling to a boarding location or from a disembarking location on VCC fixed-route system.

Application

Eligibility will be based on the information provided in the application. Therefore it is important to take the time to fill out the form thoroughly. The completed application and a photocopy of a state issued Identification card should be returned by mail to:

Attn: ADA Coordinator Coordinator
City of Visalia
425 East Oak Avenue
Visalia, CA 93291

Application Review

Once an application is received, it will be reviewed by City staff. A determination of your ADA eligibility status will be made within 21 days. eligibility status will be made within 21 days.

Approval/Denial Process

Once a determination regarding eligibility status has been made, all applicants will be notified in writing. IF an applicant is ADA certified the letter will also contain information on how to schedule a trip aboard VCC Dial-A-Ride. certified the letter will also contain information on how to schedule a trip aboard VCC Dial-A-Ride.

If it is determined that an applicant does not need the standards to be considered ADA certified, a letter will be sent with 21 days of the application submittal explaining why the applicants request for ADA certification was denied.

Appeals Process

Applicants that are denied certification who disagree with the decision may request an appeal within 60 days of the initial eligibility decision. Individuals will have an opportunity to be heard in person and/or present additional information and arguments regarding their disability. 

An appeals panel will review the case and make a final decision. Once the appeal process is completed, the applicant will be notified of the final decision within 30 days.

Recertification

All ADA certified applicants must undergo recertification every three (3) years. This allows the City to update their records and to ensure that the City has the correct information regarding your disability and emergency contact information. certified applicants must undergo recertification every three (3) years. This allows the City to update their records and to ensure that the City has the correct information regarding your disability and emergency contact information.

All applicants categorized as having a temporary disability will be given a specific date when eligibility to use the Dial-A-Ride expires. Dates vary on a case-by case basis. If the applicant’s disability persists beyond the expiration date given, a new application must be completed.

Visitors

Visitors who have been ADA-certified by an outside agency may use the VCC Dial-A-Ride service for a 30-day period without proof of residency or completing a VCC Dial-A-Ride application. A visitor using the service for more than 30 may be required to complete a VCC Dial-A-Ride application.

No-show Policy

Visalia City Coach depends on efficient scheduling to accommodate as many customers as possible. Therefore, it is important that once a customer schedules a trip, it must be used or cancelled within a reasonable amount of time. To ensure service efficiency and effectiveness, the City has implemented a no-show and late cancellation policy. This will allow the VCC Dial-A-Ride system to operate in the most efficient manner possible.

Failing to appear for a scheduled trip or canceling a trip without the proper notice is considered a no-show. A no-show is defined as follows:

· A passenger who fails to cancel an unneeded scheduled trip;

· A passenger who is not at the designated pick-up location within 5 minutes of the scheduled departure time;

· A passenger who cancels a scheduled ride less than two (2) hours in advance of their scheduled pick-up time.

To discourage repeat offenders, the following limitations may be implemented:

· Two (2) no-shows within a four-month period will result in a verbal reminder;

· Three (3) no-shows within a four-month period will result in a written reminder;

· Four (4) no-shows within a four-month period will result in a written notice of a monetary fine or a 7-day restriction on using the service. The monetary fine will be equal to the cost of four (4) one-way trips. A customer may not schedule another trip until the fine is paid in full.

· Five (5) no-shows within a four-month period will result in a written notice of a 14-day restriction on using the service.

Visalia City Coach will notify all customers subject to service restrictions in writing. When requested by the customer, such notification will be made available in another “usable format” such as large type, audio, or Braille.

A customer may submit a written appeal within seven (7) days of receiving notification of a fine or suspension of service. All written appeals should be submitted to:

Attn: ADA Coordinator Coordinator
City of Visalia
425 East Oak Avenue
Visalia, CA 93291

The written appeal should specifically outline why the monetary fine or service restriction should not be implemented and describe what steps have been taken to reduce the number of incidents that led to the initial sanctions.

Trip Reservation Procedure

Once an individual has been registered/ADA certified to use the VCC Dial-A-Ride service, a rider may schedule a trip for any purpose. To schedule a trip, call (559) 713-4750. Once you have reached an operator, please be ready to give the following information:

· Rider’s first and last name

· If an attendant, child, companion, or service animal will be riding with you

· Rider’s exact address, including an apartment number, building, or business name if appropriate.

· Exact pick-up address if location is different from rider’s address including suite number, apartment number, or business number.

· The exact address of rider’s destination, including suite number, building, or business name

· Rider’s requested pick-up time and appointment time (if applicable)

· If you are traveling with a wheelchair or other mobility device (e.g., walker)

Reservations can be made between Monday through Friday from 6:00 a.m. to 7:00 p.m. and Saturdays from 9:00 a.m. to 6:00 p.m. Advanced reservations are available for ADA certified passengers (only), up to two weeks in advance. Same day trip requests are accepted for all DAR passengers and are usually scheduled within four (4) hours of calling in your request. certified passengers (only), up to two weeks in advance. Same day trip requests are accepted for all DAR passengers and are usually scheduled within four (4) hours of calling in your request.

ADA passengers traveling to the same location on a regular basis may establish a standing reservation. A standing reservation eliminates the need to call each time the person needs to travel and requires that a customer call only when they need to cancel a trip or need to adjust a pick-up time. The no-show policy also applies to standing reservations. If the standing reservation is being adjusted daily, the reservation will be reviewed by a supervisor or manager, and reconsidered for a standing reservation. Under special circumstances non-ADA standing reservations can be established with the approval of the VCC Transit Manager.

Trip requests will be accommodated in the following priority order:

· ADA certified passengers

· Seniors/Non ADA certified disabled passengers

· General public

Dial-A-Ride is a shared ride service. Please allow for additional travel time since the vehicle may have additional pick-ups and drop-offs along the way.

We will make every attempt to accommodate a rider’s requested trip time. However, the pick-up time being requested may not be available. The operator will suggest alternative times for your trip.

This information and application is available in large type, Braille, or audio format upon request.

Visitors who have been ADA-certified by an outside agency may use the VCC Dial-A-Ride service for a 30-day period without proof of residency or completing a VCC Dial-A-Ride application. A visitor using the service for more than 30 may be required to complete

Visitors who have been ADA-certified by an outside agency may use the VCC Dial-A-Ride service for a 30-day period without proof of residency or completing a VCC Dial-A-Ride application. A visitor using the service for more than 30 may be required to complete

 Visitors who have been ADA-certified by an outside agency may use the VCC Dial-A-Ride service for a 30-day period without proof of residency or completing a VCC Dial-A-Ride application. A visitor using the service for more than 30 may be required to complete

 Visitors who have been ADA-certified by an outside agency may use the VCC Dial-A-Ride service for a 30-day period without proof of residency or completing a VCC Dial-A-Ride application. A visitor using the service for more than 30 may be required to complete Visitors who have been ADA-certified by an outside agency may use the VCC Dial-A-Ride service for a 30-day period without proof of residency or completing a VCC Dial-A-Ride application. A visitor using the service for more than 30 may be required to completeVisitors who have been ADA-certified by an outside agency may use the VCC Dial-A-Ride service for a 30-day period without proof of residency or completing a VCC Dial-A-Ride application. A visitor using the service for more than 30 may be required to complete Visitors who have been ADA-certified by an outside agency may use the VCC Dial-A-Ride service for a 30-day period without proof of residency or completing a VCC Dial-A-Ride application. A visitor using the service for more than 30 may be required to complete