Services for the Elderly & People with Disabilities | Dispatch-A-Ride (Norwalk ADA)

Dispatch-A-Ride is the door-to-door transportation service within the City of Norwalk required by the Americans With Disabilities Act (ADA). The ADA and its regulations require that the Norwalk Transit District provide paratransit service to individuals with disabilities that is comparable to the level of service provided to individuals without disabilities who use the WHEELS public bus service. Both the service eligibility requirements and the service design are in compliance with 49 CFR, Parts 37 and 38, Transportation for Individuals with Disabilities, of the Americans With Disabilities Act of 1990.

Becoming Eligible

You may be eligible for ADA door-to-door services if:
As a result of a physical or mental impairment, and without the assistance of another individual (except the operator of a wheelchair lift), you are unable to board, ride or disembark from any public bus;

As a result of a specific impairment-related condition you are prevented from traveling to or from a bus stop on the public bus system; or

The interaction of your disability and barriers (architectural and environmental, such as curb cuts, distance, terrain or weather) prevent you from traveling to or from the public bus stop.

Eligibility Process:
Before using this door-to-door service, you must complete an ADA Eligibility Certification Request form and mail it to our office to begin the review process.

It is important that you complete the entire form so we can provide you with the best possible service. Your eligibility certification will be based on the ADA eligibility guidelines noted above.  Mail the completed form to the:

Norwalk Transit District
275 Wilson Avenue
Norwalk, Connecticut 06854

Download ADA Eligibility Form>>
Upon receipt of your completed form we will contact you to schedule a face-to-face interview.  We may also seek professional verification of your disability during the process. If you are approved, you will receive your identification card and a service description brochure in the mail. The entire process may not exceed 21 days.

Appeals Procedure
If it is determined that you are not eligible for service; you will receive a letter along with information on how to appeal the decision. You may submit your appeal within 65 days in writing to the Norwalk Transit District to the attention of the CEO. If the CEO denies your appeal, you may re-submit your appeal to the attention of the Commissioners of the Norwalk Transit District.

Fare tickets are valued at $3.00 individually or discounted at 10 tickets for $24.00. Dispatch-A-Ride passengers pay one fare ticket for a one-way trip within Norwalk.

Purchasing Fare Tickets
Fare tickets must be purchased in advance as the drivers do not accept cash. Fare tickets must be given to the driver before boarding the vehicle. Transportation will not be provided without the proper fare ticket.

Fare tickets may be purchased in person or by mail at:

Norwalk Transit District
275 Wilson Avenue
Norwalk, Connecticut 06854

(make checks payable to Norwalk Transit District in the exact amount)
Or over the phone using a credit card (Visa or Mastercard).  Call (203) 299-5160 for more information.

Using the Service

Reserve Your Ride
(203) 299-5180 (Voice)
between 8 am and 5 pm, the day before your trip or earlier.

Trip Information
Tell the dispatcher the day you need service, your ID card number or your name, the pick-up and destination addresses, your appointment and return times, and if you have a personal attendant (person providing assistance) or will need special assistance.

The dispatcher does an excellent job, but it is inevitable that some trips will be more difficult to schedule at certain times. You will be most satisfied with our service if you can be flexible about your requests.

Getting Ready
Passengers should plan to be ready 15 minutes before their scheduled pick-up time and have their fare tickets in hand. Once passengers receive their ID card in the mail, it is a good idea to keep it on their person while using the service.

Driver Wait Times
To avoid delaying other passengers, drivers can only wait 5 minutes for passengers on all outgoing and return trips.

Traffic delays or other problems may sometimes result in an unavoidable late pick-up. Please wait at least 15 minutes after your scheduled pick-up time before calling us to inquire about your ride. We will make every effort to pick you up on time.

Trip Changes
Trip changes or requests for service cannot be made with the driver. All trip scheduling and destination changes must be made by calling the dispatcher prior to your trip.

Service Standards

Visitor Policy for ADA Service
If you are visiting Norwalk, are ADA certified in your home community and wish to use the service, call (203) 299-5180 (Voice) to reserve your ride. Service will be available to you for 21 days. Thereafter, you must be certified by Norwalk Transit District following the eligibility process previously described.

If you are vising Norwalk, are not ADA certified and will require ADA services, please call (203) 299-5180 (Voice).  You may be requested to provide proof of your out of area residency and disability. Service will be available to you for 21 days. Thereafter, you must be certified by Norwalk Transit District following the eligibility process previously described.

You must notify us of your cancellation at least 2 hours before your scheduled pick-up time so that our vehicles will be free to serve other passengers. Cancellations not made in accordance with the above will be treated as a "no show".

Misuse of Service
The Norwalk Transit District reserves the right to deny service to passengers who chronically misuse the service. Passengers who show a pattern or practice of "no shows" may have their riding privileges suspended for no less than one week and no more than three months. This rule will not apply to weather-related cancellations or to "no shows" that are not under the passenger's control. Passengers notified of a suspension due to misuse of service may appeal that decision consistent with the Norwalk Transit District Appeals Procedure noted above.

Ice and Snow
If at all possible, please keep your entry way and driveway clear of ice and snow. This will make it safer for our vehicles to get to you.

As a courtesy to others, smoking, eating or drinking on vehicles is prohibited at all times.

Please help us by not offering tips to drivers as they cannot be accepted.

Trip Purpose
Certified passengers may use the door-to-door service to travel around Norwalk for any reason...medical, employment, education, shopping or social.

Passenger Assistance

Reasonable Modification
Norwalk Transit District is committed to serving persons with disabilities. We back this commitment by providing services that make public transportation both easy and affordable for persons with disabilities.

The Americans with Disabilities Act (ADA) specifically provides that transportation entities are required to make service related reasonable modifications and accommodations to policies, practices, and procedures, to avoid discrimination and to ensure that any individual’s disability does not preclude her/him from having full access to our services. If you would like to request a reasonable modification or if you want to find out more about reasonable modifications call (203) 299-5180 and follow the process below:

  • Indicate you are requesting a reasonable modification to use a Norwalk Transit District service
  • Give your name and any other pertinent contact information
  • Tell us which service you are using (bus, shuttle or door-to-door services) or access to our facility
  • Provide the specific details of the modification request
Once we have gathered this information, we will work with you to provide a reasonable modification.

Driver Assistance
The door-to-door transportation service has a diverse fleet of vehicles and drivers receive intensive training in defensive driving and sensitivity to the special needs of the elderly and persons with disabilities. However, they do not enter homes and do not go beyond the lobby of a building.

Personal Care Attendants and Companions
If you have a personal attendant/aide accompanying you on a trip, please let us know when reserving your ride. That person may ride for free. They must be picked up and dropped off at the same location as you and must be capable of providing any assistance you require. Companions may accompany you but must pay the appropriate fare ticket for the trip.

Shopping Bags/Carry-Ons
Please limit the number of shopping bags/ carry-ons to no more than four. Drivers will be happy to assist you with loading and unloading your packages to the door.

Safe Riding
For safe riding, passengers are required to use seatbelts. If you need assistance, ask the driver.

Service Days and Hours
Generally service is available Monday through Saturday, 6 am to 7 pm.  There is limited service along certain corridors 7 pm to 10:30 pm Monday through Saturday and 9 am to 7 pm on Sundays and holidays.  Call (203) 299-5180 (Voice) for more information.

Norwalk | Westport | Stamford


<<Services for the Elderly & People with Disabilities>>

ADA Eligibility Form>>


Fare tickets are valued at $3.00 individually or discounted at 10 tickets for $24.00.
One-way trip - One ticket.

Reserve Your Ride, Call:
(203) 299-5180 (Voice)
between 8 a.m. and 5 p.m., the day before your trip or earlier.

Regular Hours
Monday-Saturday: 6 am - 7 pm

Limited Service Hours Along Certain Corridors
Monday-Saturday: 7 pm-10:30 pm
Sundays/Holidays: 9 am - 7 pm

More Info, Call:
(203) 299-5180 (Voice)



Norwalk Transit District | 275 Wilson Avenue, Norwalk, CT 06854 | 203-852-0000
© 1999 - 2010, Norwalk Transit District. ALL RIGHTS RESERVED.