ADA Grievance Procedures
Business Office Hours
Using the Service
Van Service Hours
The Nashville Metropolitan Transit Authority's (MTA) Access program is a publicly funded paratransit service, which operates specialized van services for persons with disabilities who are unable to use regular fixed-route buses. Access provides door-to-door paratransit service within Davidson County, excluding commuter or express service. Access personnel are directly responsible for:
Access service operates from 4:30 a.m. to 11:30 p.m. on weekdays,
4:30 a.m. to 10:30 p.m. on Saturdays and from 4:45 a.m. to 9:30 p.m. on Sundays.
All information is available in accessible formats upon request
for large print, Braille, audio tape, etc.
Introduction to ADA Paratransit Service
Americans with Disabilities Act (ADA)
In 1990, the Americans with Disabilities Act (ADA) was signed into law. As a major piece of civil rights legislation, the ADA protects the rights of all people without regard to their physical and/or cognitive disabilities.
The ADA specifies all individuals have a right to be able to use available public transportation. The ADA requires that individuals not able to independently ride public buses be provided with an equivalent, complementary service for their transportation needs within the established service area.
This complementary service is called ADA Paratransit. ADA Paratransit is provided
to persons who, because of their disabilities, are unable to independently ride a bus.
ADA Paratransit must be provided within the same geographic service area and during the
same service hours as fixed-route bus service. The maximum fare a public transportation
provider can charge for standard ADA Paratransit service is twice the adult one-way bus fare.
back to top
Eligibility for ADA Paratransit
Categories for ADA Eligibility
Access provides service to persons whose temporary or permanent disabilities prevent their independent use of public transportation. To determine eligibility for paratransit service, individuals must complete an application for ADA paratransit service and demonstrate, that because of their disability, they are unable to use MTA's fixed-route bus service for one (or more) of the following three reasons:
Complete the following ADA eligibility worksheet to see if Access is right for you.
ADA Eligibility Worksheet: Is Access Right for You?
This worksheet is for your own use. It will help you understand ADA eligibility and determine if Access is the appropriate service for you. The ADA law states that ADA eligibility is given to persons whose disabilities prevent use of regular accessible fixed-route transit services: an individual's disabilities must be so significant that the individual is not able to use fixed-route transit service.
Read the 5 questions on the left side of the worksheet and then check your answers on the right side. Your answers will help you determine if Access might be appropriate for you.
|Question||Check your answers below.|
|1. Are you able to get to and from the bus stop closest to where you live?|
|2. With help from the bus driver, are you able to get on and off a bus which has a lift or ramp?|
|3. Are you able to get on and off a bus, which does not have a lift or ramp, by entering by the steps?|
|4. With help from the bus driver who announces major bus stops and transfer points, are you able to figure out the right bus stop to get off?|
|5. If your trip on the bus involves transferring to another bus, are you able to make the transfer?|
Look at your answers:
Application Forms for ADA Paratransit Service
Applications are available through Access, or you can download a copy from the MTA Web site.
An Access Eligibility Specialist is available to assist with the application
process and answer questions regarding eligibility at 615-880-3596
(8:30 a.m. to 4 p.m., Monday through Friday). All application information is confidential.
Applications are also available in accessible formats upon request (large print, Braille, audio tape, etc.).
The application form is available for download in three formats: Acrobat Reader®, text only and Microsoft Word. (Acrobat Reader® is available for download free from Adobe. You can download it here.) Right-click on file links to save them to your computer.
Access Application for ADA Paratransit Services (Acrobat): PDF Version
Access Application for ADA Paratransit Services Text Only text version
Access Application for ADA Paratransit Services Microsoft Word version
The need to travel with a Personal Care Attendant (PCA) is established during the application process. A PCA is someone whose services are required by a certified passenger to meet his or her personal needs or to assist with travel.
Access requires up to 21 days to process a completed application. Approved applicants will be notified and will receive a letter certifying eligibility, a paratransit identification (ID) card and a copy of the MTA Access Riders Guide.
1. Call us. Application packet will be sent out for recertification.
First call Access ADA Paratransit Eligibility Specialist and ask her to mail you an application.
If you need any help filling out the form, the interviewer will assist you at the interview.
Please complete the requested Professional Verification Section of the application before scheduling the interview.
|Once the application is complete, including the Professional Certification, call 615-880-3596 between 8:30 a.m. and 4 p.m. Monday through Friday to set up an in-person interview and functional assessment. Do not mail or fax your application. Bring your completed application with you to the interview. All persons seeking eligibility must set up an in-person interview. During the interview, we will review the application with you and help complete it if necessary. We will also discuss your assessment of your own travel abilities and limitations in more detail. You must bring your primary mobility aid or aids that you would use when traveling in the community. You may be asked to participate in a functional assessment which might involve outdoor travel. Please dress accordingly. Transportation to and from the interview will be provided if necessary at no cost to the applicant. This process will take approximately 45 minutes to 1 hour.|
3. Functional Assessment
The functional assessment is a mechanism to help determine whether the applicant has
the ability to use MTA fixed-route service and, if so, under what circumstances.
Functional assessments are evaluations used to predict either physical or cognitive ability.
4. A decision will be made within 21 days of a complete application, in-person interview,
and functional assessment.
5. Issue Certification letter and Riders Guide.
If a customer has a temporary disability, he/she may obtain paratransit eligibility for the expected duration of the disability. If the disability continues beyond the certified time, Access will require a revised certification from the customer's Health Care Professional.
It is required that all Access customers submit an application for recertification every three years or whenever certification expires (i.e., temporary disability status). At the appropriate time, Access will send out a recertification packet to verify continuing eligibility. The packet will provide detailed instructions on the recertification process.
Appeals Process for a Denied Application
If your application is denied, Access has developed an appeal process as required by ADA.
Applicants have up to 60 days from the date of the written denial to appeal.
(Refer to Appeal Process section.)
Using the Service
Scheduling a Ride Using ADA Paratransit Service
To schedule a ride, call Access Reservations Office at 615-880-3970 or
email us your Access reservation via
our reservation form.
Access business hours are from 8 a.m. to 4:30 p.m. weekdays, from 10:30 a.m. to 2:30 p.m. Saturdays and Sundays.
Paratransit rides must be scheduled by 4:30 p.m., from one to seven days in advance.
Customers may schedule multiple rides with one call.
Access reservationists may need to negotiate the pickup and return
times with customers within a two-hour window —
one hour before and one hour after the requested pickup time.
In order to book your trip,
please have the following information available when you call Access:
Canceling a Ride/No-Shows
To cancel a previously scheduled ride, contact Access at 615-880-3970.
If a passenger must cancel a previously scheduled ride, the cancellation must be received by Access the day before the ride is scheduled or a minimum of two hours in advance.
If a trip is not canceled with adequate notice or the vehicle arrives at the pickup location and the ride is subsequently canceled, passengers will be considered a No-Show (failure to cancel a scheduled ride).
A No-Show will be logged on the customer's record for the following reasons:
Access will notify customers if there is a problem with No-Shows.
A suspension of service may result from excessive cancellations with less than a two-hour notice. Access will attempt to contact customers when there appears to be a significant problem with last minute cancellations.
If a passenger schedules trips on a routine and regular basis, subscription service may be requested. However, subscription service is not required by the MTA. Access has set a limit on the number of subscription trips available. Under the ADA, the total number of subscription trips cannot exceed 50 percent of the space available on the system at any time period during any given day. Passengers may only make changes to subscription reservations one time over a three-month period or subscription service may be canceled, excluding sick days, vacation, etc. Passengers' pickup times may vary with subscription service. Passengers are encouraged to be prepared to leave in advance upon notification from the scheduler.
Same Day Service
Access does not accommodate same day changes unless it
is deemed an emergency situation.
back to the top
Access Holiday Service
All subscription service is cancelled on holidays. If you still need your
subscription ride on the holiday, contact Access at 615-880-3970 by 4:30 p.m. the day prior to the holiday.
Schedule Type and Service Area' are based on the amount of regular fixed-route
bus service being operated.
NOTE: Service is subject to change without notice. For specific dates and schedules,
please call the Access Office at 615-880-3970.
New Year's Day
Martin Luther King Jr. Day
Paratransit Ride Fares
The standard paratransit ride fare is $3.40 per one-way trip.
Passengers may travel with a Personal Care Attendant (PCA) at no charge.
The fare for a guest is $3.40 per one-way trip for regular paratransit service.
Passengers may travel with a Service Animal at no additional charge. Inform the reservationist when traveling with a service animal.
NOTE: Drivers cannot make change.
back to the top
Visitor Paratransit Service
Paratransit service may be provided to ADA certified eligible persons who are not currently certified within the Davidson County area. All visitors are required to provide a minimum amount of information to Access to determine eligibility to utilize paratransit service. Visitors must provide the following:
Visitors are requested to complete an ADA Registration Form.
Visitors are eligible for service for any combination of 21 days during any 365-day period beginning with the visitor's first use of service. Visitors returning to the region whose visitor eligibility has expired must reapply for visitor eligibility. Those planning to return to the region within a year, frequently visit the region, or stay in the region over 21 days are encouraged to submit an application for Access paratransit service.
back to the top
If any staff associated with providing paratransit service has been particularly helpful or has gone out of their way to provide assistance, contact the Access Office at 615-880-3970 or MTA Customer Care at 615-862-5950.
Passengers should file a complaint any time that the service is not satisfactory, safe or secure. Complaints should be filed with MTA Customer Care at 615-862-5950. Complaints may be filed in writing or emailed to email@example.com.
To assist with the investigation, file the complaint as soon as possible. When filing a complaint, provide the following information:
All complaints are taken seriously and every effort is made to resolve complaints in a timely manner. If a complaint is filed, customers will be notified of a final resolution.
ADA Paratransit Appeal Process
The ADA requires that transportation providers to establish a process for persons to appeal decisions if they are denied access to paratransit service. MTA has established an appeals procedure for persons whose applications for paratransit eligibility are denied or for persons who have received suspension notices for other reasons.
An individual may file an appeal when Access denies paratransit service for any of
the following reasons:
Access will inform an applicant or current customer of a decision to deny eligibility status or to suspend service by letter. Individuals have 60 days from the date of the letter informing them of an eligibility denial or service suspension to request an appeal. Requests for an appeal must be sent in writing to the MTA Access Policy Advisory Committee at the following address:
Access Policy Advisory Committee
Metropolitan Transportation Authority – Access
430 Myatt Drive
Nashville, TN 37115
Once the request for an appeal is received, a five-member Appeal Panel will convene. The Appeal Panel consists of two MTA staff persons, two stakeholders of Access and an individual with the Metro ADA Office. The Appeal Panel will issue a final written decision within 30 days of the appeal hearing. Access will not provide service to individuals who are pursuing an eligibility appeal. However, if the Appeal Panel has not made a decision within 30 days after the hearing, temporary service will be provided. This temporary service will continue until a decision on the appeal is reached.
Upon appeal for a No-Show or Cancellation suspension, paratransit service will be provided pending the appeal; suspension of service will not begin until the appeals process is complete. If a decision is not made within 30 days of the completion of the appeal hearing, the individual appealing the suspension shall be granted service until a final decision has been reached.
Persons requesting an appeal will be notified in writing of the time, date and location of the appeal hearing. Individuals are encouraged to attend the appeal hearing although attendance is not mandatory. If individuals requesting appeals cannot attend, they may have another person(s) represent them at the hearing. If the individual or a designated representative is not present at the appeal hearing, the Appeal Panel will base its decision on the documentation submitted by Access.
Passengers who exhibit behavior that Access documents as being seriously disruptive will be suspended from receiving paratransit services until the Appeal Panel reviews the suspension. The ADA does not require a transportation provider to offer an appeal process if a customer is suspended because of seriously disruptive behavior.
Passengers who exhibit behavior that is violent or illegal will be denied paratransit services. An Appeals Panel will review an incident of violent or illegal behavior upon requests, but will only act to verify that such behavior occurred. Verification of violent or illegal behavior will result in denial of paratransit service.
Access Contact Information
Access E-mail: firstname.lastname@example.org
|Reservations, New Applications and General Information
(appointments for observation interviews and to
check the status of an application)
(Reservations and General Information)