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To All ADA-Eligible Riders - Using The System
The Springfield Mass Transit District (SMTD) must provide complimentary Paratransit services to comply with the Americans with Disabilities Act (ADA). Access Springfield has been chosen to help SMTD meet the ADA standards.
We thank you for riding with us and hope that our service will help meet your travel needs. The staff at SMTD and Access Springfield ask that you observe the following information to ensure safe and reliable transportation.
Operating Schedule
Access Springfield offers rides 6:00 a.m. to midnight, Monday through Friday and 6:00 a.m. to 6:00 p.m. on Saturdays. Service is not provided on the following holidays:
  • New Years Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving Day
  • Christmas Eve (after 6 P.M.)
  • Christmas Day
Reservations
All rides must be scheduled by the close of business (midnight on weekdays, 6 p.m. on Saturdays) the day before or up to three (3) days in advance. To request a ride, call Access Springfield at 522-8594 V/TT. Requests may be left on the answering machine on Sundays and holidays.

When making reservations, you'll need to provide the following:
  • your name and phone number
  • where you would like to be picked up
  • your destination and when you need to be there
  • your ADA eligibility number
  • whether or not you will need a return trip
Note: When reserving a ride, try to avoid "peak times" if possible. These times are 6 AM to 9 AM and 3 PM to 6 PM on weekdays.
Fares
Fares are determined under certain provisions of the Americans with Disabilities Act (ADA.)
  • $2.50 per one-way trip for ADA eligible riders.
  • $5.00 per one-way trip for non-ADA eligible riders.
  • $2.50 per one-way trip for companions of ADA eligible riders.
  • Personal Assistants for ADA eligible passengers ride FREE.
Paratransit passes are good for 10 rides and cost $25. Click here for a list of locations that sell paratransit passes.
Safety
Riders using wheelchairs/electric scooters must have their equipment secured to the van. Seat belts are required for all passengers.
Ramp / Bus / Door / Access
Make sure your ramp and outside doors are accessible according to state and federal laws.
  1. If you do not know the standards and need an accessibility survey to be done, and/or need information on how to get a ramp built, call the Springfield Center for Independent Living (SCIL) 523-2587 V/TT.
  2. Make sure ramp is kept clear of snow/ice/parked cars/trash/other obstructions.
  3. Access Springfield drivers will not help wheelchair users up or down steps
Do not ask us to carry heavy/bulky items in a van. A passenger may carry on only as much weight or volume as he/she can manage, unless he/she has an assistant to help him/her. Drivers cannot handle packages.
If you are not able to let yourself in/out of your house/apartment, and/or cannot be left alone, be sure that a capable person is present to help you. Access Springfield cannot provide this service. If a family member or friend is not available to help you, contact your public/private health care/social service agency.
Please be ready to leave on time! We cannot wait for more than FIVE MINUTES for passengers. If you are not ready to leave within FIVE MINUTES OF THE APPOINTED TIME, drivers are authorized to leave without giving notice and you will be required to make a new appointment. It may not be possible to change pickup or return times unless you call us by 6:00 PM the day before your original pickup or return time, except in case of sudden illness or emergency. Last minute changes to destination or pick-up time may alter original appointment.
No Show Policy
If a passenger has scheduled a trip with Access and no longer needs the ride, they must cancel by calling access dispatch by 6PM the day before their scheduled ride. Passengers who do not call by 6PM the day before their scheduled ride will be considered a "late cancel." Passengers who are not ready for their ride within 5 minutes and/or do not take the scheduled ride will be considered a "no show." Trips missed by the individual for reasons beyond his or her control shall not be considered a no show or a late cancel. Passengers who have a no show or late cancel will be notified in writing.

The No Show Policy is intended to encourage riders to call in advance and cancel unneeded trip reservations. Passengers who continually fail to cancel or take the scheduled rides are reserving capacity that could be available to another passenger.

When a letter is received by a passenger, they may call the Superintendent of Access Springfield at (217) 747-1247 with any questions regarding that trip or to appeal the trip's status as a "no show."

A passenger will trigger a review of their no show record when they have more than threee (3) no shows or when at least four (4) late cancels occur in a 30 day period. When a review is conducted, the total number of trips that passenger has completed in the same 30 day period will be taken into consideration and compared to the total number of no shows which have occurred. If the percentage of no shows are more than 10% of the total trips completed or any combination of six (6) no shows or late cancels occur, that passenger will be subject to progressive suspensions under the No Show Policy.

An appeals process shall be available to passengers who receive a no show notice of suspension from service. Any suspension of service shall be delayed pending the outcome of the appeal.

Appeals Process
The passenger will submit an appeal to the Director of Operations. If the Director upholds the notice of suspension, the Director will forward the appeal to the No Show Appeals Board, which shall be composed of members of the ADA Advisory Committee. The Appeals Board decision is final.
Progressive Suspension Policy
This progressive policy will encompass a rolling 6 month period. Passengers may progress up the steps of this policy until the preceding incidents of suspension roll off.

Step 1: One Week Suspension

Step 2: Two Week Suspension

Step 3: One Month Suspension

Step 4: Six Month Suspension
Behavior which may affect the safety of other passengers or the driver or create a safety hazard to other passengers/groups will be decided on a case-by-case basis and may require the presence of one or more attendants to be provided by the family/residential or day care facility/social welfare/health care agency as appropriate.
Access Springfield drivers cannot be responsible for checking/signing persons out of any facility.
Access Springfield is not an ambulance service; we cannot transport ill or injured persons to hospitals, clinics, or doctor's offices on an EMERGENCY basis. If you are ill or injured and need help, dial 911.
Agencies and/or groups which must limit vehicular and/or pedestrian access to their premises must provide a person to open/close gates, doors, barriers, barricades or other access-limiting devices in a timely manner, so that drivers will not be unduly delayed while picking up or delivering persons to those premises.
If your pick-up point or return point is hard to find, please give us the name of the nearest cross-street or other identifying information which will help the driver locate you.
Access Springfield may temporarily suspend services to passengers in bad weather or other situations beyond the control of Access Springfield.
Employers of persons with disabilities, and providers of group services to the disabled are strongly urged to provide, safe off-the-street parking for Access Springfield buses in order to reduce risk to passengers, drivers and equipment. Such organizations which are unable to provide off-the-street parking should consult with SCIL, SMTD, Springfield Police Department, or other agencies as appropriate, in an effort to provide safe, on-the-street parking in cases where it is necessary to do so.
NOTE:
Access Springfield staff will monitor passenger's abilities as they ride Access Springfield. If at anytime it is determined through these observations that the rider needs additional assistance to be able to safely use the service, the rider will be notified by Springfield Mass Transit District that an "A" is being added to their eligibility number. The individual also will be instructed as to the type or amount of assistance that is deemed necessary. The rider must make arrangements for the assistance that is necessary or ridership will be denied. Access Springfield will not transport individuals who cannot be transported safely.
The rider may appeal this decision in writing to the Managing Director, who will not be involved in the initial decision. He/she may be reached at the Springfield Mass Transit District at 928 South Ninth Street, Springfield, Illinois, 62703.
If You need help with any of these problems, call SCIL at 523-2587 V/TT for assistance or referral. This letter is also available in large print, Braille, or Cassette tape upon request.
ACCESS SRINGFIELD/SMTD RESERVE THE RIGHT TO CHANGE THESE RULES AS NECESSARY TO COMPLY WITH CITY, STATE AND FEDERAL LAWS OR TO ADJUST TO OTHER CONDITIONS AFFECTING SERVICES.
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