For information, visit
myaccessride.com
(412) 562-5353
T T Y 711
Rider
Guide
Everything you need to know
about the ADA Program
Welcome
to ACCESS
Transportation is provided by a number of
service providers under contract to ACCESS
Transportation Systems. These providers are the
companies which own and operate the vehicles
and actually provide the transportation.
To place a trip reservation, call the ACCESS service
provider for your neighborhood:
ACCESS Program Overview
About ACCESS Service .............................................................................. 2
ACCESS Program Oice ............................................................................3
Using ACCESS Service
Fares ..................................................................................................................... 5
Scheduling a Trip ...........................................................................................6
RealTime Information .............................................................................. 10
In-Touch Callouts ........................................................................................11
Safety and Service
Rider Guidelines ...........................................................................................12
Assistance ...................................................................................................... 13
Mobility Aids ..................................................................................................14
Hand-To-Hand Service ............................................................................ 16
Incident Reporting .................................................................................... 16
Special Requests ........................................................................................ 16
Driver Training ..............................................................................................17
Vehicles.............................................................................................................17
Winter Weather ........................................................................................... 18
Compliments and Complaints ............................................................. 19
2
ACCESS Program Overview
About ACCESS Service
ACCESS is a shared-ride, public transportation program
sponsored by Pittsburgh Regional Transit (PRT). The ACCESS
program is part of PRT’s family of services.
ACCESS service is provided throughout Allegheny County, seven
days per week between the hours of 6 a.m. and midnight. Before 6
a.m. and after midnight, ACCESS ADA service is provided for trips
with origins and destinations within ¾ mile of any PRT rail station
or non-commuter bus route operating at that time.
ADA service is provided to adjoining counties, provided the origin
of the trip is within Allegheny County and the destination is within
1.5 miles of the Allegheny County line. ACCESS ADA service is
also provided for trips with origins in Beaver, Washington and
Westmoreland Counties as long as the origin is within ¾ mile of
any PRT rail station or non-commuter bus route operating at that
time.
The ACCESS program oers only shared-ride transportation,
which means that passengers must share the vehicle with other
riders traveling at the same time. The vehicle may make several
stops along the way before dropping you o. Ride-sharing helps
make the best use of available vehicles and keeps the cost down.
PRT’s bus and light rail service is accessible to people with a
variety of disabilities. All PRT buses are equipped with ramps
and “kneelers” to lower the rst step. You can also ask the driver
to wait until you sit down before pulling away from a stop. Other
accommodations such as stop announcements and easy-to-read
signs make using the bus easier than ever. People with disabilities
are eligible for a half-fare card with PRT. Make PRT’s accessible
bus and light rail service your rst transportation choice whenever
possible. For more information, go to rideprt.org/accessibility.
3
ACCESS Program Oce
The ACCESS program is managed from a central oce with
experienced customer service sta available to answer
questions or provide assistance. This oce is located in
Downtown Pittsburgh in Centre City Tower at the corner of
Seventh Avenue and Smitheld Street.
ACCESS Transportation Systems
Centre City Tower
650 Smitheld Street, Suite 440
Pittsburgh, PA 15222
(412) 562-5353 or TTY 711
myaccessride.com
Oce hours are Monday through Friday, 8 a.m.–4:30 p.m.
Accessible Formats
Upon request, all materials can be provided in the following
accessible formats: Braille; large print; and Word or Text les by
e-mail.
Language Line services are available for individuals who need an
English language interpreter.
Upon request, aids and services are provided to communicate
with people who have communication disabilities.
4
When to call the ACCESS program oice:
• You would like to learn more about other program options
for which you may be eligible.
• You would like to le a complaint or compliment. ACCESS
service providers are not permitted to accept these.
• You cannot get through to your service provider on the
telephone after trying for 15 minutes.
• Your prescheduled vehicle is more than 20 minutes late.
• You have waited over 30 minutes for your will-call return.
• You have missed your prescheduled pick-up from your
home and are requesting that another vehicle be sent
for you.
• You would like to place your trip reservation more than one
day in advance.
• You have a question about your ePurse account.
• You would like to request a reasonable modication.
• You would like to learn how to take your trip on a Pittsburgh
Regional Transit bus.
• You are traveling to or from Pittsburgh International Airport.
Eligible riders and their personal assistants or companions
may each take two pieces of luggage and one carry-on bag.
Please keep luggage to a reasonable size and weight.
We want to hear from you!
Providing high quality service is a top priority for the ACCESS
program. Customer service representatives are available to
assist riders with any questions or concerns.
5
Using ACCESS Service
Fares
All ACCESS fares are predetermined based on trip distance.
When you place your trip reservation, the reservationist will
tell you how much your trip will cost each way. Based on trip
distance, your fare will be $3.15, $3.90, or $5.25. Fares are paid
from a personal electronic account that you establish called
ePurse. See the enclosed ePurse User Guide for information
about setting up and using your ePurse.
Personal Assistants and Companions
If you require the assistance of another person to complete your
trip or its purpose, you may take one personal assistant at no
additional charge:
• You must preschedule your personal assistant and she/he
must be picked up and dropped o at the same point as you
• If you are being accompanied by someone whose presence is
desired but not necessary, that person will be your companion
• You may take one companion who must also be prescheduled.
You will pay a fare equal to yours for your companion. Additional
companions may be scheduled on a space available basis.
Discounts
Groups of four or more passengers traveling from the same
origin to the same destination may be eligible for a discount.
More information about discounts is available from the ACCESS
program oce.
6
Scheduling a Trip
To schedule a trip, call the service provider listed inside the front
cover of this booklet:
• All trips must be placed one day in advance between the hours
of 7 a.m. and 3:30 p.m.
• Reservations are accepted Saturday for Sunday, and Sunday
for Monday. You may call Friday for trips on Sunday or Monday,
but this is not required.
• Requests for same-day service may be made by calling your
ACCESS service provider, and are provided on a space-
available basis.
Keep In Mind…
• You may be asked to adjust your pick-up or return time to
accommodate a shared-ride schedule. You will always be oered
a time within one useful hour of the time you requested.
• When traveling during rush hours, allow some extra time to
reach your destination.
• Trac and heavy demand for service during peak periods may
add to your trip time.
• The vehicle may make stops for other riders along the way.
On-Time Denition
Drivers are permitted to arrive 10 minutes before or 20 minutes
past the scheduled time and still be considered on-time. Riders
must be ready to go and waiting at the door 10 minutes before
the scheduled pick-up time. The driver is only permitted to wait
ve minutes for a late passenger.
Guaranteed Ride Home
The ACCESS program has a guaranteed ride home policy. If
ACCESS service takes a rider to a destination, the rider will not
be left without a ride home. The return trip will be provided as
promptly as possible.
7
Scheduling Information
When you call your provider to book your trip, have the
following information ready:
F
Your full name
F
PIN number for your ePurse
F
The day and date of your trip
F
Your complete address, including neighborhood
(e.g., Troy Hill) and any special entrance information
F
Your apartment number and intercom or bell number
F
Your home or cell phone number
F
Appointment time or pick-up time. If you do not have an
appointment time, the call taker will help you determine
a pick-up time that will ensure your on-time arrival.
F
Return time. Only trips for appointments with non-
predictable ending times may be scheduled with a
“will-call” return.
F
Complete address of your destination, including specic
entrance. The call taker may specify a specic entrance
for hospitals, malls, etc.
F
Phone number at your destination, whenever possible
F
If you’ll be using any mobility aids
F
If you need any special assistance, (e.g., “I am blind”)
F
If someone will travel with you
Be sure the call taker tells you his or her name, repeats your
itinerary back to you, and tells you the fare for your trip;
please keep record of this information.
8
Standing Orders
Riders may request “standing order” reservations for trips
taken on a regular basis. The vehicle automatically comes as
scheduled unless you call to change or cancel the order. A
standing order trip must meet the following criteria:
• Taken at least three times per week at the same time
• Has the same origin and destination all three days
A cancellation rate of 50% or more may result in the cancellation
of your standing order. Standing orders are automatically
canceled on the following major holidays: New Year’s Day,
Memorial Day, Independence Day, Labor Day, Thanksgiving, and
Christmas. If you need your regular standing order trip on these
days, you must call your service provider.
Will-Call Returns
If you are traveling to an appointment with a non-predictable
ending time, you may choose to call for your return trip when you
are ready to leave. Make the call yourself to your service provider:
• Go directly to the entrance specied to wait for the vehicle.
• You must return from the same place you were dropped o
unless the pick-up location is very close by (e.g., a dierent
entrance at a hospital, a dierent shop in a strip mall, etc.).
Please communicate the new location to the call taker.
• If you choose to call for a return trip, you should expect to wait
anywhere from 5–45 minutes.
• Will-call returns are not permitted on weekends, on a holiday, or
after 5 p.m., even for medical appointments. You must schedule
your return trip during these times.
Cancellations and Reservation Changes
You may not change your destination or time once you have
boarded the vehicle. Drivers are not permitted to accept
information regarding cancellations or changes. If you wish to
make a change, call your service provider.
9
If you need to cancel a trip, you can:
1. Call your service provider.
2. Cancel online at myaccessride.com.
- Click “My Rides” in the upper right-hand corner of the screen.
- Login by entering your Username, and, if you are a rst time
user, your PIN. You will be prompted to set up a password. You
will use this password to login in the future.
- Click “View Scheduled Trips.”
- Select the trip you would like to view.
- Click “Cancel Trip.” You will be prompted to enter your PIN
(4-8 digit number) to conrm the cancellation.
You can cancel your trip online, as long as you are canceling at
least one hour before your scheduled pick-up time. If you need to
cancel your trip within one hour of your scheduled pick-up time,
you must call your service provider to avoid a no-show.
No-shows
A no-show happens when the driver arrives on-time at the
correct location, announces their arrival properly, but the rider
has not canceled the trip and does not go.
• Trips you do not wish to take should be canceled at least one
hour before the scheduled pick-up time.
• Failing to cancel a trip at least 15 minutes before the scheduled
time is considered a no-show.
• If the vehicle is late and you decide to leave before it comes,
your cooperation in calling to cancel the ride before leaving is
appreciated.
• Riders with excessive no-shows will receive a letter of
explanation within 30 days.
If your rst trip of the day is a no-show, please call your service
provider to either conrm or cancel your return trip. Cancellations
at the door and no-shows are a serious violation of ACCESS
program policy, a waste of valuable resources, and may result in
suspension of ACCESS service.
10
RealTime Information
RealTime uses Automatic Vehicle Location (AVL)
to give up-to-date information about your trip. You
can see the vehicle’s estimated time of arrival (ETA),
the number of stops before yours, and the vehicle
number. It is available 30 minutes before your scheduled pick-
up time. You can also use it after boarding the vehicle so you
know the expected arrival time at your destination. RealTime
information is available in three ways:
Online by Computer or Smartphone:
• Go to myaccessride.com and click “My Rides” in the upper
right-hand corner of the screen.
• Login using your username and password.
• Click “View Scheduled Trips,” select the
trip you’d like to view, and click “Map.”
• RealTime information will be
displayed below a map that shows
your pick-up location and the
vehicle’s current location.
By Text:
• Make sure the phone number you’re
using is on le with the ACCESS
program oce.
• Text “ETA” to (412) 727-8262.
• You will receive a text with RealTime
information about your trip.
By Phone:
• Make sure the phone number you’re using is on le with the
ACCESS program oce.
• Call (412) 727-8262.
• You will hear automated RealTime information about your trip.
11
In-Touch Callouts
In-Touch Callouts oer an automated call or text
message to the phone number you choose when the
vehicle is within approximately ten minutes of arrival.
You can personalize callouts to have them go to dierent phone
numbers for dierent parts of your trip. Riders and care partners
can receive calls or texts when a vehicle has arrived or departed
from home and any destination. For example:
• Donna receives a text to her cell phone when the vehicle is
arriving to pick her up from home, and receives a text when she
is being picked up from the grocery store.
• Edward and his family receive a call to his home phone number
when he is being picked up, and his mother receives a call to
her cell phone when he is dropped o at his day program.
• Callouts are also sent to advise you of a low ePurse balance,
weather-related cancellations, and system wide updates about
the service.
Tips for Using Callouts
• Please remember that these callouts are a courtesy and not
guaranteed, as there may be issues in communication beyond
our control. It’s always good to be ready at least 10 minutes
prior to your scheduled pick-up time.
• Set a special ringtone just for ACCESS trip calls or text
messages, so you’ll know when your vehicle is close.
Setting Up Callouts
To set up callouts in a way that works for you, you can call
the ACCESS program oce during regular business hours at
(412) 562-5353 or TTY 711.
12
As a rider:
F
You must be ready to leave when the driver arrives, to
avoid delaying other passengers.
F
You must ride in the vehicle that comes for you. Both vans
with lifts and sedans are used for ACCESS service.
F
You must wear a seat belt.
F
You must carry a form of identication with you and be
prepared to conrm your name and destination to the
driver.
F
You can bring four (4) reasonably sized packages that do
not exceed 20 lbs each, are about the size of a reusable
grocery bag (15x15x6 inches), and do not create a safety
hazard. Grocery carts are permitted, but wagons are not.
F
You cannot smoke, eat, or drink in vehicles.
F
You must use headphones when listening to audio
devices.
F
You must refrain from talking on your cell phone on the
vehicle except in emergencies.
F
You must refrain from abusive, seriously disruptive, or
illegal behaviors.
F
You can ride with a pet so long as the pet is in a carrier
that ts on your lap.
F
Service animals and service animals in training are
welcome.
Safety and Service
Rider Guidelines
13
Assistance
Your driver is a professional. Drivers in ACCESS service are
thoroughly trained, have good driving records and have
had criminal history background checks and drug/alcohol
screenings.
Drivers will:
• Wear a Photo ID Badge, clearly displayed, with their name,
employee number and company name and will identify
themselves to you upon arrival
• Knock on the door, ring the bell, or have the oce call to
announce their arrival
• Assist you to and from the door if there are no more than four
steps
• Assist you in boarding the vehicle, getting to your seat, and
getting o the vehicle
• Assist you with fastening your seat belt and securing your
wheelchair or mobility aid
• Assist you with carrying up to four reasonably sized packages
Drivers are not permitted to:
• Enter your home, or look for you beyond the lobby of any
building in which you are waiting
• Drop you o at any destination other than what you have
scheduled
• Assist you up or down more than four steps, over uneven
surfaces such as gravel or grass, or on hazardous ramps/steps
• Accept tips
Children
Children under the age of 10 must be accompanied by an adult.
Children age 4 and under must use a car seat provided by the
parent. Pennsylvania state law requires that children over the age
of 4 but under age 8 must be secured in a seat belt and a child
booster seat. The booster seat must be provided by the parent.
14
Mobility Aids
Mobility aids are accommodated in all vehicles and drivers are
trained to assist.
• Portable oxygen, personal respirators or other life support
equipment are permitted on board. The equipment must be
small enough to t into the vehicle and be secured.
• Service animals and service animals in training are welcome.
Service animals must sit on the oor of the vehicle.
Accessibility of Vehicles
ACCESS service is provided with a combination of lift-equipped
vans and sedans.
• If you use a wheelchair or scooter, a lift van will always be
provided for you.
• You cannot request a specic vehicle type unless you require
the use of the lift.
• If you cannot walk up or down steps of a vehicle, you can ride
up and down standing on the lift. There are handrails on both
sides for you to hold on to, and the driver will help you.
• If you can’t get in and out of a sedan, a van will be provided for you.
To make sure the right vehicle type is on le for you, please call
the ACCESS program oce.
15
If you use a wheelchair or scooter:
• Any wheelchair or scooter with three or more wheels and
up to 50" long and 32" wide can be accommodated.
• All vehicles with lifts can accommodate a total 800 lbs
combined weight of a rider and their wheelchair. There
are a limited number of vehicles that can accommodate a
combined weight of 1000 lbs. Please contact the ACCESS
program oce if your combined weight exceeds 800lbs.
• You may choose to board the lift either facing outward or
facing the vehicle.
• All wheelchairs and scooters must be secured by the driver
using a four-point securement system.
• The driver will secure the seat belt. If you use a wheelchair,
the use of the shoulder harness is strongly recommended,
but not required. Ask the driver to adjust the height if it is
not comfortable.
• If you use a manual wheelchair, the driver will assist you
up or down curbs or up to 4 steps, as long as the total
combined weight of the rider and the wheelchair does not
exceed 250 lbs.
• If you use a power wheelchair or scooter, the driver is not
able to provide any assistance up or down curbs or steps.
• Other than assisting you on and o the lift, the driver will
not operate your power wheelchair or scooter.
16
Hand-To-Hand Service
In addition to the basic transportation service oering, hand-
to-hand service is provided for individuals who require constant
supervision and cannot be left alone. These riders carry a special
code in their le alerting drivers to ensure they are met by a
responsible person. The driver cannot leave the rider unless
there is someone available to meet them both at home and at
their destination. A safety net is in place in the event of a problem.
Contact the ACCESS program oce for more information.
Incident Reporting
Drivers are required to report incidents, which are then
individually investigated by ACCESS program sta. Although they
may not be strictly transportation-related issues, the ACCESS
program works with its network of community partners to
resolve individual issues including: lack of accessibility to the
house; a change in condition (onset of confusion or poor balance);
signs of abuse; or problems with personal hygiene or nutrition.
Special Requests
If there is an ACCESS program rule or policy that, due to your
disability, makes it dicult or prevents you from using the
service, you may call or write to the ACCESS program oce to
request a reasonable modication. When at all possible, requests
should be made in advance. They are considered on a case-by-
case basis and implemented as long as they are reasonable and
do not create a direct threat to others or a fundamental change
to basic ACCESS service.
17
Driver Training
Drivers are trained to prociency using a combination of
classroom and on-the-road training, including the following topics:
• Defensive driving
• Fatigue awareness
• Passenger assistance techniques
• Use of lifts and wheelchair securements
• Quality customer service
• ACCESS program policies and procedures
• Radio and emergency procedures
• Age, disability, and diversity awareness
• Pre-trip vehicle inspection
• Use of on-board technology
• Protected personal information and condentiality training
Vehicles
Every vehicle used in ACCESS service is equipped with on-
board video recording devices and GPS technology including
Automatic Vehicle Location (AVL) which displays, in real-time, the
location of every vehicle. All vehicles are inspected regularly and
meet all state and federal requirements for safety. Vehicles are
equipped with two-way radios, climate control, and emergency
equipment.
18
Winter Weather
Path of Travel Between Home and the Vehicle
It is the responsibility of riders to make sure that the entry way
of their home is free of snow and ice, and clear year-round.
The ACCESS program oce is available to connect you with
community resources for snow/ice removal.
If there is an accumulation of snow or ice on the walkway, the
driver may not be able to assist you to and from the door. If the
driver can’t get to your door, you will receive a phone call from the
service provider. You can meet the driver at the curb.
Road Conditions
Throughout the winter, every eort will be made to provide your
service. However, if your driver cannot nd a safe, passable
route to your home, you will receive a call to tell you that it is not
possible to pick you up that day.
Traic Delays
Snowy and icy conditions make travel slower and create more
trac. You may wish to allow a little more time to get to your
destination if the weather forecast is for snow. Your patience
is appreciated during times when late arrivals due to severe
weather conditions are beyond the driver’s control.
19
Compliments and Complaints
Providing the ACCESS program oce with information about
your service is always helpful. Please call the program oce
promptly when you have had a problem so that sta can work
to prevent it from happening again. Every complaint is reviewed
the same day it is received. All complaints are investigated and
responded to—usually within two weeks.
Hearing about a positive experience you have is always
appreciated as well. Compliments about drivers, call takers, or
service in general are passed along and help to highlight superior
performance.
You may le a compliment or complaint by telephone, in writing
or in person at the ACCESS program oce. Complaints must be
registered with the ACCESS program oce. Neither your service
provider nor your driver is permitted to accept a complaint.
20
Filing a Complaint
Prompt, accurate reporting of complaints makes follow-
up easier and more eective. Complaints are handled in a
condential manner. Your complaint should include as much
of the following information as you can provide:
F
Your name and address
F
The date and day of the week of your trip
(e.g., Monday, January 25)
F
The service provider for your trip
F
Scheduled pickup and return time, or the time you called
for return
F
The address of your destination
F
The name of the call taker who took your call
F
An exact description of the incident
We want to
hear from you!
Your comments and suggestions help continue
to improve the ACCESS system and are
very valuable in planning and evaluating the
transportation service.
Write or visit in person:
ACCESS Transportation Systems
Centre City Tower
650 Smitheld Street, Suite 440
Pittsburgh, PA 15222
Call:
(412) 562-5353 or TTY 711
Oice hours are Monday through Friday,
8 a.m.–4:30 p.m.
If you need help understanding ACCESS
programs or services, please reach out.
Centre City Tower
650 Smitheld Street, Suite 440
Pittsburgh, PA 15222-3907
(412) 562-5353
TTY 711
myaccessride.com
8 a.m.–4:30 p.m.
Monday–Friday
