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Services for the Disabled | Westport Door-to-Door (ADA)

Introduction

Westport Door-to-Door is the transportation service within the Town of Westport 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 Westport 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. After you become eligible, the Norwalk Transit District will recertify you every three years

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.

Fares

Fare tickets are valued at $3.00 individually or discounted at 10 tickets for $24.00. Westport Door-to-Door passengers pay one fare ticket for a one-way trip within Westport.

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.

For your convenience, fare tickets may also be purchased at the following locations in Westport:

Westport Center for Senior Activities
21 Imperial Avenue

Human Services Department – Westport Town Hall
110 Myrtle Avenue

Using the Service

Reserve Your Ride:
Call: (203) 299-5180 (Voice)

Reservation Hours:
Monday-Friday: Between 8 am and 5 pm
Saturday: Between 7 am and 4 pm
Sunday/Evening: Leave a voice message and your call will be confirmed the next morning by a dispatcher

All rides must be reserved a day in advance; we do not do same day trips. A same day trip is considered a trip reserved after 5 pm Monday-Friday, and after 4 pm on Saturday.

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.

Flexibility
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.

Negotiated Pickup Time
The reservationists have the right to negotiate requested pickup times. The negotiation window is one hour before or after the requested time. The negotiation window is subject to the rider's practical travel needs.

Pickup Window
Drivers are considered on time if they arrive 15 minutes before or 15 minutes after the negotiated pickup time. As an example, a rider with a negotiated 9:00 am pickup time may be picked up anytime between 8:45 am and 9:15 am. However, the Norwalk Transit District will make every effort to be on time as we know your trip is very important.

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.

Delays
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

Individuals that other transit agencies have determined to be ADA paratransit eligible can present documentation of eligibility.  NTD will give ‘full faith and credit’ to the ID card or other documentation from the other transit agency. NTD accepts this documentation directly from the individual. 

NTD may require an individual with a disability who does not have documentation of ADA paratransit eligibility from another transit agency because they reside in areas without public transit or they have not applied for eligibility in their home area to provide proof of residency or visitor status.

For a visitor whose disability is apparent NTD will not require additional documentation. For a visitor whose disability is not apparent (e.g., cognitive disability or cardiac condition), NTD may require documentation of disability, such as a letter from a medical professional or eligibility for other services based on a determination of the disability. Once this basic documentation is provided, NTD will make service available on the basis of the individual’s statement that he or she is unable to use the fixed route transit system.

NTD provides visitors with complementary paratransit service for any combination of 21 days during a 365-day period beginning with the visitor’s first use of the service. However, for visitors requesting service beyond the 21 days in the 365-day period, NTD requires the visitor to apply for paratransit services through our eligibility process.

Cancellations
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".

NTD "No-Show" Policy/"No-Show" Appeal Process

ADA "NO-SHOW" POLICY
The NTD has established the following process for paratransit riders:

Riders must be ready during the entire 30-minute pick-up window (+/-15 minutes from negotiated pick-up time). During the pick-up window, the driver will only wait five (5) minutes once the vehicle arrives, before leaving for the next pick-up. An individual is considered a "No-Show" if he/she is not available for pick-up as described above. If the driver arrives before the start of the pick-up window, the five minute wait time will not begin until the start of the pick-up window. If the driver arrives late (after the pick-up window) and the rider chooses not to take the trip or is no longer present, it is not considered a No-Show.

When a pattern of “No-Shows” emerges, a letter will be sent to the rider informing him or her of the No-Show pattern. If a rider accumulates three "No-Shows" or “Late Cancelations” (cancellations not made at least 2 hours in advance of the negotiated pick-up time) or demonstrates a no show/late cancelation pattern equivalent to 20% or more of scheduled trips (whichever is greater) within a three-month period from the first "No-Show," the rider willbe suspended from use of the service for a period of no more than 30 calendar days.

The following suspension periods will be applied to violations of this policy that occur within the same rolling 12-month period.

  • 1st Violation will result in 7 day suspension from service
  • 2nd Violation will result in 14 day suspension from service
  • 3rd or subsequent violations will result in 30 day suspension from service

This rule will not apply to weather-related cancellations or to “No-Shows” that are not under the passengers control.

Riders have the right to appeal the decision and are given 15 days to submit the appeal in writing to the NTD. A copy of the "No-Show" Appeal Process is attached to each letter.

"NO-SHOW" APPEAL PROCESS
The NTD administrative "No-Show" appeal process is intended to give paratransit riders who have been denied service the opportunity to have their cases heard by an official other than the one who made the initial decision. Free transportation will be provided to appeal hearings if requested.

The "No-Show" appeal process is as follows:

  • Riders who wish to appeal a decision will have 15 days from receipt of the "No-Show" letter to appeal the decision in writing to the NTD.
  • Appeals will be heard and decided within 30 days of the receipt of request. While the appeal is in process, riders will continue to receive the paratransit service they were eligible for prior to the suspension of service. If the appeal extends beyond 30 days, riders will be able to receive transportation service until a final decision is rendered.
  • Appeals will be heard by a panel independent from the NTD.
  • Individuals who appeal have the right to speak in person on their own behalf and/or have others represent them (at the rider's expense) at appeal proceedings.
  • Individuals who appeal have the right to necessary accommodations, such as a sign language interpreter.
  • The determination resulting from the appeal will be in writing and will state the reason(s) for the decision.
  • If you have any questions regarding the Appeal Process, please contact the Civil Rights Officer at CustomerService@norwalktransit.com.

REQUESTS FOR APPEAL SHOULD BE MADE IN WRITING TO:
NTD Civil Rights Officer
Norwalk Transit District
275 Wilson Ave
Norwalk, CT 06854

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.

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

Tipping
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 Westport 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 Friday, 8 am to 6 pm.  There is limited service along U.S. Route 1 from 6 am to 8 am and from 6 pm to 10 pm Monday through Saturday and 9 am to 7 pm on Sundays and holidays.  Call (203) 299-5180 (Voice) for more information.

Comments and Complaints

We want to ensure that your ride with us meets your travel needs and is safe and reliable. We welcome your comments, complaints and compliments.

To learn more about our services or to let us know of any problems you experience or questions you may have, you can write to us in this "contact us" section of this web-site. Please email us at CustomerService@norwalktransit.com

Or you may write us or visit us at:

Norwalk Transit District
275 Wilson Avenue
Norwalk, Connecticut 06854

Or You can also call us at 203-299-5180.

We will log all your comments and follow-up with a response, if one is required, within a reasonable period of time. If your complaint is related to the Americans with Disabilities Act (ADA) or your civil rights under Title VI, please go to the ADA complaint form or the Title VI complaint process and follow the directions.

All customer complaints, including ADA and Title VI will be coordinated by the:

Manager of Planning and Marketing
Norwalk Transit District
275 Wilson Avenue, Norwalk, CT 06854
203-852-0000 extension 2164
CustomerService@norwalktransit.com

 

Norwalk | Westport | Stamford
Intertown

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

ADA Eligibility Form>>

Fares

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



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

 

 
 
     
 
 

Norwalk Transit District | 275 Wilson Avenue, Norwalk, CT 06854 | 203-852-0000
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