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VIA METROPOLITAN TRANSIT

ACCESSIBLETRANSITSERVICEGUIDE

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VIA METROPOLITAN TRANSIT AUTHORITY

The“VIA”MetropolitanTransitAuthoritywasformedin1978tocontinuethelocaltransitsystem previously operated by the City of San Antonio. VIA buses, which travel alongnearly 100 different routes, are fully accessible to individualswho usewheelchairs andothermobilitydevices.“Paratransit”vansarealsoavailableforpersonswho,becauseofadisability, cannot get to or fromVIA bus stops or independently ride VIA buses. TheseservicesmakeitconvenientforeveryonetotravelthroughouttheSanAntonioarea.

AtVIA,ourmissionistoprovidesafe,dependableandcost-effectivepublictransportationservicestoenhancethequalityoflifeinthecommunitiesweserve.VIA also supports the goals of theAmericanswithDisabilitiesAct (ADA) of 1990,whichencourages independence, self-sufficiency and integration into themainstream of dailylife.

ThisAccessibleTransitServiceGuidedescribestheaccessibleelementsofVIAservice.Wehopethisinformationencouragesmembersofthelocaldisabilitycommunity,andvisitors,toconfidentlyandsuccessfullyuseVIAwhiletravelingintheSanAntonioarea.Questionsandcommentscanbeaddressedto:

VIAAccessibleServiceDepartmentP.O.Box12489SanAntonio,TX78212

Youmayalsocall(210)362-2140orusetheVIACustomerServicelines:

(210)362-2020 TTY:(210)362-2019 TollFree:1-866-362-2020

AnotheroptionistheOnlineCommentFormatthewww.viainfo.netwebsite.

Wewouldliketohearfromyou…butmostimportantly,wewouldliketohaveyouasanotherVIAcustomer!RevisedEdition May2017

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VIABUSSERVICE TheVIABusSystem VIAownsandoperatesmorethan400buses.Theselarge(40’orlonger)vehicleshaveseatsandstanding roomforat least50passengers.VIAbuses travelalongnearly100different“routes.”Eachrouteconsistsofaspecificpathandatimetableforbusarrivalat key locations. Buses follow the same paths and timetables times every day, withminordifferencesatnightandonweekends. Bus tripscanbeginasearlyas4:30AMandas lateas12:30atnight. TheVIAbus system isoftencalled“CityBus”or “FixedRoute”service.Busroutesgoallovertown. PeoplerideVIAbusestoandfrommalls,grocerystores,medical appointments, job sites, colleges and universities, government offices, banks,theAlamodome,museumsandmanyotherplacesofinterest.BecauseVIAbusesstopevery two or three blocks for passengers to get on or off, bus service is easy andconvenient.MostcustomerscanwalkorrolltoaVIAbusstopinfiveminutesorless.Therearemorethan7,000VIAbusstops throughthemetropolitanSanAntonioarea.Mostareatstreetintersectionsandallareclearlymarked.Many,butnotall,busstoplocationshavebenchesorsheltersforcustomercomfort.Itisnotnecessarytowaveatanapproachingbus;allbusoperators(drivers)aretrainedtostopwhenevertheyseeawaitingpassenger.

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Eachof thenearly 100VIAbus routeshas a specific number andname, suchas#86Ingram Rd. Buses have external speakers to announce the route number and namewhenever they stop. This is important, because two or more different routessometimes use the same stop – especially in the downtown area and along majorstreets.TofindoutmoreinformationaboutVIAbusroutesandschedules,andforassistanceinplanning a bus trip, please call theVIA InformationCenter at (210) 362-2020. Maps,schedulesandon-linetripplanningassistancearealsoavailableatwww.viainfo.net.

WelcomeAboard!Backintheday,citybuseshadsmallstepsandnarrowdoorsforcustomerstogetinorout.MostVIAbusesnowhavea“lowfloor”designwhicheliminatestheneedforanysteps.Inplacessuchasparkinglotsorsomesuburbanstreetsthathavenosidewalks,Buses also have built-in ramps,which create a gentle slope for the benefit of peoplewho have difficulty bending their knees. Ramps are typically used in places such aspackinglotsandonstreetswherenosidewalkisavailable.Busrampsalsocreateaccessforpersonswhotravelinwheelchairsorelectricscooters.Therampsarewideenoughandstrongenoughtoaccommodatemostmobilitydevices,andbusoperatorswillassistpersonswhocannotself-propelamanualwheelchairupordowntheramp.Theoperatoralsowillsafelysecureacustomer’swheelchairorscooterbeforethetripbegins.Allpassengersmustenterthroughthefrontdooranduseapass,ticketsorcashtopaythe required fare. The current fare structure is shown at the end of this booklet.Operators will, on request, assist customers who have difficulty showing a pass ordepositingmoneyinafarebox. Customerswhomusttransfertoanotherbusroutetocompletetheirtrip,canasktheoperatorforatransferslipwhenpayingwithcash.Ambulatorypassengersmaychooseanyopenseatorspace.Personswhoaredisabledmay ask to sit close to the front of the bus, and the bus operator will ask othercustomerstomove.Yellow cords or plastic strips also located near the buswindows. When approachingyour destination, pull the cord or press the strip to signal the bus operator to stop.Otherwise,theoperatormightpassyourdestinationifnooneiswaitingatthebusstoplocation. Speakers and display screens inside each VIA bus will alert passengers tomajorstreetintersectionsortransferpoints.

AdditionalInformation:Operators are not required to provide assistance with grocery bags or packages.Packages,groceriesorother largeobjectsmaynot takeupadditional seats;block the

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aisles;orcauseinjurytoothers.Customersareabsolutelynotpermittedtocarrygunsor any other weapons on any bus or van. VIA does not allow eating, drinking orsmoking, or loud, disruptive or threatening behavior. Occasionally, uniformed andplain-clothedpoliceofficersrideVIAbusestoensurethesafetyofallcustomers.Theseofficerscanarrestanddetaincustomerswhoaredrunk,disorderlyorviolatingthelaw.Guidedogs,signaldogsoranyotheranimaltrainedtoassistwithorperformactivitiesofdailylivingareclassifiedasworkingorserviceanimals.TheseanimalscanrideanyVIAvehicles when providing or being trained to provide assistance to persons who aredisabled.SmallpetsnotclassifiedasworkingorserviceanimalscanbetransportedonVIA’svehicles.Theanimalmustbeheldonacustomer’slapandmustbeinacage,petcarrieroronaleash.NOTE: If abusoperatorbelievesa serviceanimal isnotwithin itsowner’s control, orthattheanimalmayposeadirectthreattoanypassengers,theOperatorhastherighttorefuseorterminateservicetothatanimalandpassenger.Personalitemsleftonabus(orvan)attheendofeachdayaretakentoVIA’sLostandFound Center. VIA employees will contact customers if items are marked with anaddress or phone number, and lost property can be reclaimed with properidentification.

NeedMoreHelp?VIA offers a Travel Training program that helps people learn how to use the VIA bussystem. A qualified instructor will meet with an individual customer and/or familymember(s)todeterminewhatinformationorexperienceisneeded.Theinstructorwillthen design an appropriate plan, which could involve something as basic as learninghow to read bus schedules and plan a trip. The planmay include other peoplewhotraveltogetheronabustoseehowthefareispaidandhowtoanticipateadestinationstop. In other cases, an instructor make work one-on-one with a candidate andrepeatedlytakethesamebustripuntilthecustomerisabletoindependentlyfollowapathtoandfromabusstop.TravelTrainingisprovidedatnocost.VIAunderstandsthatduetoindividualcircumstances,manycustomerswillnotbeabletouse fixedroutebusservice forall their travelneeds. It ishoped,however, that thecustomerwhoparticipates in travel trainingcanuseVIAbuses forat leastsometrips.Persons interested in VIA’s travel-training program are invited to call the AccessibleServicesOfficeat(210)362-2140.

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VIAtransParatransitService

VIA is a public transportation provider. To the extent practical, VIAmeets the localtravelneedsoflocalresidentsandvisitorswho:

• Donotownorhaveaccesstoacar,motorcycleorotherpassengervehicle;

• Aretooyoungtodrive;

• Prefer,forvariousreasons,tonotuseaprivatevehicle;or

• Havelimitedmobilityasaresultofaninjuryormedicalcondition.

The primarymethod ofmeeting these travel needs is VIA fixed-route bus service, asdescribedintheprevioussection.VIAdeliversnearly50millionperson-tripseachyear,andmorethan97%ofthosetripsaremadebyVIAbusriders.TheremainingtripsareprovidedontheVIAtranssystem.

VIAtransOverviewVIAtrans is reserved for persons who, because of a disability, are prevented fromindependentlyusingVIAfixed-routebuses. Thisbasicallymeanstheydonothavethecapacity (in terms of strength, endurance, balance, awareness, judgment and similarfactors)togettoorfromaVIAbusstopand/orrideaVIAbuswithoutassistancefromanotherindividual.Aperson’sdisabilitymayberelatedtoage,injury,seriousillnessora conditionpresent atbirth. Itmay involvephysical, visual, intellectual (“mental”)orbehavioraldeficits.Whateverthereasonfortheirmobilitylimitations,suchindividualsareequallyentitledtothetravelbenefitsavailabletopeoplewhocanrideVIAbuses.

ThreeelementsofVIAbusservicearemost likelytopresentabarriertopersonswithdisabilities:

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• Gettingtoandfromabusstop;

• Recognizingwhereorwhentogetoffabus;and

• Knowinghowtotransferfromonebusroutetoanother.

Toaddressthese issues,VIAtransusesafleetofsmall (upto25’ long)vanswhichcantransport up to eight passengers. These vans will go to a customer’s house orapartment and take him or her to their specified location – workplace, mall, bank,church,wherever.Thistypeofservice,called“paratransit”,eliminatestherequirementforcustomerstowalkortopilotawheelchairmorethanaveryshortdistance.Becausevan operators (drivers) know each destination, their passengers need not have thecapacity to follow a path or recognize landmarks. VIAtrans customers also completetheirtripsonthesamevehicle,sothereisnoneedtotransfer.

TheAmericanswithDisabilitiesActof1990(ADA),requiresVIAandallotherfixed-routebussystems toprovideparatransit serviceasasafetynet. Assuch,VIAtransmustbesimilaroridenticaltobusserviceintermsofsuchfactorsasservicearea;daysandhoursof operation; capacity; and fares. The major differences between fixed-route busserviceandparatransitvanservice,inadditiontovehiclesizeandaddress-to-addressvs.busstop–to-busstoprouting,are:

• VIAtranstripsmustbescheduledatleastonedayinadvance;and

• VIAtranscustomersmustbepre-approvedforservice.

Thesedistinctionsareexplainedbelow.

VIAtransEligibility

The ADA requires that paratransit service be available to persons with a physical,intellectualor visual impairmentof such severityas toprevent independent traveloncitybuses. Aspecificdisability,diagnosis,orconditionalonedoesnotconferVIAtranseligibility. Applicants arenot approvedon thebasisof age, income, residenceor the(un)availabilityofacar,anddoctorscannotwriteaprescriptionforVIAtransservice.

Instead, paratransit eligibility is determined by whether the applicant’s functionalmobilityissorestrictedthatheorsheispreventedfromperformingthetasksnecessaryforindependenttravelonVIAbuses--eventhoughitmaybedifficult,inconvenient,orchallengingtodoso.Thisstandard isbasedonfederal regulations,whichrequirethateligibilitybe“strictlylimited”topersonswhomeetspecificguidelines.

Individualswithdisabilities(ortheirrelativesorcaregivers)whodesiretouseVIAtransservicemustcompleteanapplication.Thisformcanbedownloadedatwww.viainfo.netormailedbycalling(210)362-2140.Someinformationmustbeprovidedbyadoctororother medical professional who is familiar with the applicant’s current condition,abilities and limitations. Eligibility decisions are made within 21 days, although thistime-periodwillbeextendedifanapplicationisincompleteoranin-personassessmentis needed. Amajority of VIAtrans applicants are approved for full or limited VIAtransservice,andanappealsprocessisavailableifanapplicantdisagreeswithVIA’sdecision.

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VIAtransService

VIAtransisanadvancereservationandshared-ridesystem.Tripsmustberequestedatleastoneday(anduptosevendays)beforethedesiredtraveldate.AfterpickingupaVIAtrans customer, a van oftenmakes one ormore intermediate stops to pick up ordropoffotherpassengersbeforereachingthecustomer’sdestination. LikeVIAbuses,VIAtransvanswilltransportpassengerswhotravelwithserviceanimals.

MostVIAtransarescheduledbyphone,andtheVIAtranscallcenterisopeneveryday.An option to schedule certain trips using a personal computer or other internet-connecteddevicewillbeavailableinJuly2017.Customerscanrequestaspecificpick-upordrop-offtime,butactualvanarrivalscanbescheduledwithinaone-hourwindow.Ifdesired,customerscanalsoreservespaceforapersonalcareattendantandat leastonecompanion.

VIAtransstrivestomaintaina90%on-timerateforalltrips,regardlessofpurpose.TheADAdoesnotallow“priority”statusformedicalorwork-relatedtrips. Whiletripsarescheduledandroutedsoastominimizeeachcustomer’stimeonavan,sometripsmayrequire an hour ormore. The ADA standard is that VIAtrans travel times should becomparabletothesametripwhentakenontheVIAbussystem.

Customers are expected to be ready to travel at their scheduled pick-up time and toboardwithinfiveminutesofvanarrival.Insomesituations,thevanoperatormayassista customer to and from the vehicle. Most VIAtrans vans have built-in ramps or liftdevices for use by customers who travel in wheelchair or scooters. Customers whorepeatedlyfailtoappearforscheduledtripsaresubjecttoaservicesuspensionunlessthe “no-show” incidents occurred for reasons beyond the customer’s control. Vanoperatorsare instructed insafedrivingpracticesandpassengerassistancetechniques,butarenottrainedtocontrolapassenger’sbehaviorortoprovidemedicalassistance.AllvanshaveradioandGPSequipment,andoperatorswill request immediatehelp inemergencies.WantMoreInformation?Therearemanyotherprocedures,optionsandrequirementsintheVIAtranssystem.Fordetails, please consult the VIAtrans Service Customer Guide which can be viewed ordownloadedatwww.viainfo.net. Torequestacopybymail,pleasecall(210)362-2140.Also available at the VIA website is a 12-minute video which shows the importantfeaturesofVIAtransservice.VIAsuggestsyoureadtheGuideandwatchthevideobeforedecidingifVIAtranscanmeetsomeorallofyourtravelneeds.Followingare thecurrent (May,2017) fares for regularbus,expressbusandVIAtransvanservice.Faresmustbepaidincash(U.S.funds)orwithpassesorticketspurchasedin advance at VIA facilities, by mail or at most local HEB grocery stores. Vehicleoperatorscannotmakechangeandcannotsellticketsorpasses.

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RegularBusandStreetcarRoutes

ExpressBusService

VIAtransVan

ServiceAdults(12&older)

$1.10

$2.50

$2.00Children(5-11)

$.65

$1.30

$1.00PersonsofLimitedMobilitywithVIAReducedFarecard

$.65

FreeSat&Sun

$1.30

FreeSat&Sun

N/A

SeniorCitizens(62&older)withVIAReducedFarecard

$.65

(*.25OffPeak)FreeSat&Sun

$1.30

(*.25OffPeak)FreeSat&Sun

N/A

MedicareRecipientswithVIAReducedFareIDcard

$.65

$1.30

N/A

Students(12&older)withVIAStudentIDcard

$.65

$1.30

N/AChildrenunder5yearsofage,ridingwithpayingcustomer

Free

Free

FreeVIAtranscustomers

Free

Free

N/AAuthorizedattendantand/orcompanion,ridingwithVIAtranscustomer

Free

Free

AttendantFree;Companion$2.00

FirsttransfertoFull-farecustomers

.15

.15

N/A

FirsttransfertoHalf-farecustomers

.07

.07

N/A

*Off peak hours are from 9:00 AM to 3:00 PM on weekdays and

All day on Saturdays and Sundays.

This publication is available in large print, Braille, or Spanish. Please call the Accessible Services Office at 362-2140 to request the appropriate format. This publication can also be

read or downloaded at VIA’s official website: www.viainfo.net

Revised edition, May 2017