for People with a Disability
Americans with a Disability Act (ADA) Paratransit Services
ADA Paratransit Introduction
ADA Paratransit transportation services consist of a variety of door-to-door services for people with disabilities. You need to fill out an application to become eligible to ride.
Services are different in each town. Select your town, below, to learn more about the services that are available.
Norwalk
Services in Norwalk for people with a disability.
Westport
Services in Westport for people with a disability
Stamford
Services in Stamford for people with a disability.
Wilton
Services in Wilton for people with a disability.
No Show Policy & Suspension Policy
Definitions: No-Show, Pickup Window, and Late Cancellation
No-show
A no-show occurs when a rider fails to appear to board the vehicle for a scheduled trip. This presumes the vehicle arrives at the scheduled pickup location within the pickup window and the driver waits at least 5 minutes.
Pickup Window
The pickup window is defined as, from 15 minutes before the scheduled pickup time to 15 minutes after the scheduled pickup time. Riders must be ready to board a vehicle that arrives within the pickup window. The driver will wait for a maximum of 5 minutes within the pickup window for the rider to appear.
Late Cancellation
A late cancellation is defined as either: a cancellation made less than 2 hours before the scheduled pickup time or as a cancellation made at the door or a refusal to board a vehicle that has arrived within the pickup window.
Definition: No-Shows Due to Operator Error or to Circumstances Beyond a RiderāsĀ Control
Norwalk Transit District does not count as no-shows, or late cancellations, any missed trips due to our error, such as: Trips placed on the schedule in error
Pickups scheduled at the wrong pickup location
Drivers arriving and departing before the pickup window begins Drivers arriving late (after the end of the pickup window)
Drivers arriving within the pickup window, but departing without waiting the required 5 minutes
Norwalk Transit District does not count as no-shows, or late cancellations, situations beyond a riderās control that prevent the rider from notifying us that the trip cannot be taken, such as:
Medical emergency Family emergency
Failure of mobility equipment Sudden illness or change in condition
Appointment that runs unexpectedly late without sufficient notice
Riders should contact theĀ operations center when experiencing no-shows, or late cancellations, due to circumstances beyond their control, or if they believe one or more trips were mislabeled as no-show or late cancellation.
Policy for Handling Subsequent Trips Following No-shows
When a rider is a no-show for one trip, all subsequent trips on that day remain on the schedule unless the rider specifically cancels the trips. To avoid multiple no-shows on the same day, riders are strongly encouraged to cancel any subsequent trips they no longer need that day.
Suspension Policies for a Pattern or Practice of Excessive No-shows and Late Cancellations Ā Ā
Norwalk Transit District reviews all recorded no-shows, and late cancellations, to ensure accuracy before recording them in a riderās account.
Riders will be subject to suspension after a violation. A violation occurs when all of the following conditions are met.
Accumulate 5 or more no-shows or late cancellations in a 30-day period.
Have scheduled at least 10 trips in that period.
Have āno-showedā or ālate cancelledā at least 15 percent of the scheduled trips. Norwalk Transit District will notify riders by telephone after they have accumulated 3 no-shows or late cancellations that they would be subject to suspension should they accumulate 2 additional no-shows or
late cancellations in the period consistent with the criteria listed in this section of the policy above.
The first violation in a 30-day period triggers a warning letter but no suspension. Subsequent violations result in the following suspensions:
Second violation: 7-day suspension Third violation: 10-day suspension Fourth violation: 14-day suspension
Fifth and subsequent violations: 21-day suspension
Ā Policy for Appealing Proposed Suspensions
Riders wishing to appeal suspensions under this policy have the right to file an appeal request, which must be in writing by letter or via email. Riders must submit written appeal requests within 10 business days of receiving suspension letters. Service will continue to be provided until any requested appeals are heard and decided.
Riders who miss the appeal request deadline will be suspended from Dooor to Door Services on the date listed on the suspension notice.
All suspension appeals follow Norwalk Transit District’s appeal policy.
DeclaraciĆ³n de PolĆtica General sobre No-PresentaciĆ³n
Definiciones: No-PresentaciĆ³n, Ventana de Recogida y CancelaciĆ³n TardĆa
No-PresentaciĆ³n
Una no-presentaciĆ³n ocurre cuando un pasajero no se presenta para abordar el vehĆculo para un viaje programado. Esto supone que el vehĆculo llega al lugar de recogida programado dentro de la ventana de recogida y el conductor espera al menos 5 minutos.
Ventana de Recogida
La ventana de recogida se define como, desde 15 minutos antes de la hora de recogida programada hasta 15 minutos despuĆ©s de la hora de recogida programada. Los pasajeros deben estar listos para abordar un vehĆculo que llegue dentro de la ventana de recogida. El conductor esperarĆ” un mĆ”ximo de 5 minutos dentro de la ventana de recogida para que aparezca el pasajero.
CancelaciĆ³n TardĆa
Una cancelaciĆ³n tardĆa se define como: una cancelaciĆ³n realizada menos de 2 horas antes de la hora de recogida programada o como una cancelaciĆ³n realizada en la puerta o un rechazo a abordar un vehĆculo que ha llegado dentro del plazo de la ventana de recogida.
DefiniciĆ³n: No-PresentaciĆ³n debido a un error del operador o a circunstancias ajenas al control Ā del pasajero
[La Agencia de Transporte] no cuenta como no-presentaciĆ³n, o cancelaciones tardĆas, ningĆŗn viaje perdido debido a nuestro error, tal como:
Ā·Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Viajes colocados en el horario por error
Recogidas programadas en el lugar de recogida equivocada
Conductores que llegan y salen antes de que comience la ventana de recogida
Conductores que llegan tarde (despuƩs del final de la ventana de recogida)
Conductores que llegan dentro de la ventana de recogida, pero se van sin esperar los 5 minutos requeridos
[La Agencia de Transporte] no cuenta como no-presentaciones, o cancelaciones tardĆas, situaciones fuera del control de un pasajero que impiden que el pasajero nos notifique que el viaje no se puede realizar, tales como:
Emergencia mƩdica Emergencia familiar
Falla del equipo de movilidad
Enfermedad repentina o cambio en la condiciĆ³n
Cita que se retrasa inesperadamente sin previo aviso
Los pasajeros deben comunicarse con el centro de operaciones de [nombre del servicio de paratrĆ”nsito complementario] cuando experimenten no-presentaciones o cancelaciones tardĆas debido a circunstancias fuera de su control, o si creen que uno o mĆ”s viajes fueron etiquetados errĆ³neamente como no-presentaciĆ³n o cancelaciĆ³n tardĆa.
PolĆtica para el manejo de viajes posteriores despuĆ©s de No-PresentaciĆ³n
Cuando un pasajero no se presenta a un viaje, todos los viajes posteriores de ese dĆa permanecen en el horario a menos que el pasajero cancele especĆficamente los viajes. Para evitar varias no-presentaciones en el mismo dĆa, se recomienda encarecidamente a los pasajeros que cancelen cualquier viaje posterior que no necesiten en ese dĆa.
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PolĆticas de SuspensiĆ³n por un PatrĆ³n o PrĆ”ctica de No-PresentaciĆ³n Excesivas y Cancelaciones tardĆas Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā
[La Agencia de Transporte] revisa todas las no-presentaciones registradas y las cancelaciones tardĆas para garantizar la precisiĆ³n antes de registrarlas en la cuenta de un pasajero.
Los pasajeros estarĆ”n sujetos a suspensiĆ³n despuĆ©s de una infracciĆ³n. Una infracciĆ³n se produce cuando se cumplen todas las condiciones siguientes.
Acumule 5 o mĆ”s no-presentaciones o cancelaciones tardĆas en un perĆodo de 30 dĆas.
Tener programados al menos 10 viajes en ese perĆodo.
Haber “no-presentado” o “cancelado tarde” al menos el 15 por ciento de los viajes programados.
[La Agencia de Transporte] notificarĆ” a los pasajeros por telĆ©fono despuĆ©s de que hayan acumulado 3 no-presentaciones o cancelaciones retrasadas que estarĆan sujetas a suspensiĆ³n en caso de acumular 2 no-presentaciones adicionales o cancelaciones tardĆas en el perĆodo consistente con los criterios enumerados en esta secciĆ³n de la polĆtica mencionada arriba.
La primera infracciĆ³n en un perĆodo de 30 dĆas desencadena una carta de advertencia, pero no una suspensiĆ³n. Las infracciones posteriores dan lugar a las siguientes suspensiones:
Segunda infracciĆ³n: suspensiĆ³n de 7 dĆas Tercera infracciĆ³n: suspensiĆ³n de 10 dĆas Cuarta infracciĆ³n: suspensiĆ³n de 14 dĆas
Quinta infracciĆ³n y subsiguientes: suspensiĆ³n de 21 dĆas
PolĆtica para Apelar Suspensiones Propuestas
Los pasajeros que deseen apelar las suspensiones en virtud de esta polĆtica tienen derecho a presentar una solicitud de apelaciĆ³n, que debe ser por escrito, por carta o por correo electrĆ³nico. Los pasajeros deben presentar solicitudes de apelaciĆ³n por escrito dentro de los 10 dĆas hĆ”biles posteriores a la recepciĆ³n de las cartas de suspensiĆ³n. El servicio continuarĆ” brindĆ”ndose hasta que se escuchen y decidan las apelaciones solicitadas.
Los pasajeros que no cumplan con la fecha lĆmite de solicitud de apelaciĆ³n serĆ”n suspendidos de [nombre del servicio complementario de paratrĆ”nsito] en la fecha indicada en el aviso de suspensiĆ³n.
Todas las apelaciones de suspensiĆ³n siguen la polĆtica de apelaciĆ³n [de la agencia de trasporte].