ADA Rider Guidelines

SMART ADA Paratransit Rider Guidelines

SMART and the consumer-based SMART Advisory Council has developed guidelines to ensure quality service for all passengers with disabilities. SMART’s desire is to provide independence and mobility to as many passengers as possible. While the Americans with Disabilities Act provides many accommodations for people with disabilities, the safety of both passenger and driver are most important. Certain circumstances make it unsafe for SMART to pick you up or drop you off at your requested location – these may include: The road is damaged or under construction, there is no outlet for the vehicle to safely turn around, the surface condition of a parking lot is unimproved, unsafe, or too small for our vehicle to safely navigate, the road or driveway is privately owned, meaning that our vehicle insurance may not cover SMART driving there. Your ability to safely navigate metro-Detroit is our primary goal. Your cooperation is appreciated.

Americans with Disabilities Act Passenger Assistance

SMART provides curb-to-curb ADA complementary paratransit service. Upon request special circumstances, a driver will provide door–to-door assistance as outlined below. Origin to destination door-to-door assistance will only be provided if the passenger has a documented ADA certified disability, and any wheelchair ramps at the pick-up address meet all ADA specifications. At your request, an employee of SMART will investigate and confirm ADA ramp compliance. Please request door-to-door assistance when scheduling the trip. Arequest for assistance may also be made at the time of the trip and shall be provided.However, if providing such assistance would present a danger or risk of harm to the driver or the passenger, it may not be provided.

Drivers will: assist boarding/deboarding a SMART vehicle or wheelchair lift; offer an arm for guidance, but not physical support; provide verbal assistance; ring doorbells; open exterior doors; push passengers in manual wheelchairs up/down an ADA compliant ramp and/or onestep of 6 inches or less. Drivers will not: assist in locking or unlocking of doors; enter buildings, lose visual contact with the vehicle, handle personal property, offer weight bearing support, push a wheelchair up a steep ramp, push a wheelchair if the combined weight of the passenger and chair, pose a danger of injury to the driver, push, pull, or help operate a powered wheelchair or scooter.

Reasonable Modifications

SMART is committed to providing safe, reliable, courteous, accessible and user-friendly services to its customers. To ensure equality and fairness, SMART is committed to making reasonable modifications to its policies, practices, and procedures to avoid discrimination and ensure that programs and services are accessible. Requests for modifications may be made by calling the ADA Hotline at : 313.223.2193 or emailing : appeal@smartbus.org. When a request for modification cannot be made in advance, a request may be made on the same day, or during service. The request should be made to the operator of the vehicle as well as a description in detail of what is needed to use the service.

Examples of modifications that may be requested include but are not limited to: receiving a call when the vehicle has arrived, or a request to be picked up at a specific entrance. Once approved, all reasonable modifications will be noted on the driver’s manifest.

ADA Paratransit Service Area

The SMART Americans with Disabilities Act (ADA) paratransit service area is the corridor located within three-quarters (3/4) of a mile of each side of a fixed route bus stop. SMARTprovides service to any origin or destination within the service area if the fixed route bus provides that same trip. This does not mean that you must live within the ADA service area to be eligible. If you live outside the service area and can find a way of getting to a pick-up location within the service area, SMART will pick you up from there. The same holds true at the destination end of the trip.

Hours and Days of Service

SMART provides ADA service during the same days and hours that fixed routes are inoperation. If a person can travel from their point of origin to a destination using a fixed route vehicle at a certain time of day, an ADA eligible person is also able to travel from the same origin and destination using ADA service. Likewise, if a person cannot travel to a destinationusing the fixed route service at their desired time, SMART will not provide ADA service.

Scheduling ADA Trips

You may reserve your SMART ADA trip by calling 866-962-5515, Monday through Friday, between 7 am and 6 pm, and following the prompts for scheduling a ride. SMART will accept any trip request if made before 6 p.m. the previous day. For our passengers who are deaf or hearing impaired, call the relay service toll free by dialing either 711 or 1-800-649- 3777. You may also email your ride request to us at: adascheduling@smartbus.org. ADA trip requests can also be submitted when the office is closed by email to adascheduling@smartbus.org. Trips requested on days the office is closed will be scheduled upon the office reopening. Passengers are permitted to reserve a trip up to 14 days inadvance of the trip date. Same day trip requests will not be accepted.

For efficient scheduling purposes, the ADA legislation permits SMART to schedule trips up to 1 hour either side of the desired departure and arrival times. Passengers must agree to changes beyond 1 hour. When scheduling trips, SMART takes into consideration your desired appointment (arrival) time at destination, and return (departure) time.

30 Minute Window

All passengers will receive a 30-minute pick up window, such as 9:15 to 9:45. You should be ready to leave by 9:15. The driver may arrive anytime within the 30-minute window depending on: Driving conditions, vehicle breakdowns, promptness of other passengers, or driver absenteeism due to illness. Upon arrival, the driver will wait for 3 minutes to permit sufficient time for you to get to the vehicle. If the driver is early, they must wait 3 minutes into your window. The driver may assist you on or off the lift. Please do not make the driver late as it will impact your fellow passengers. If repeated late arrivals become a problem, passengersmay be subject to probationary status or a temporary suspension of service.

Cancellation of Trips, No-Shows, Late Vehicles

Trips are scheduled for passengers to have the freedom of mobility and independence. It is the responsibility of the passenger to inform SMART if you will not use the service after it has been scheduled. If you find you no longer need to make a certain trip, please cancel immediately so SMART can use that space for someone else. As long as you cancel 2 hours or more before the start of your pick-up window, you will not be charged with a late cancellation. A trip is considered a “no-show” if the vehicle arrives within the 30 minute window, waits the prescribed 3 minutes, and departs for their next pick up or drop off without the passenger boarding the vehicle. If the vehicle arrives after the 30 minute window closes, and you do not take the trip, you will not be charged with a late cancellation or a no-show.Only no-shows that are within your control will be counted against the no-show suspension policy.

To cancel a scheduled ADA trip prior to the day of the trip, please call ADA Paratransit Reservations. To cancel after 6 pm on the day before, or anytime on the day of the scheduled trip, or to check on a vehicle that has not arrived by the end of the 30-minute pick up window, please call Dispatch at: 866-962-5515, press 1, then 2 for “Ride Status/Same Day Cancellation,” then select the appropriate county from the menu.

You may cancel 1 leg of the trip or the entire trip. If you cancel or no-show the first leg of your trip, SMART will NOT automatically cancel the return trip or second leg of the trip. You are responsible for all bookings and cancellations. If more than 10% of booked trips within a 30-day period are cancelled showing a potential pattern of

practice, cancelled late, or are valid no-shows per this policy, with a minimum of 6 late cancels/no shows in that same 30-day period, probationary status and/or a temporary suspension of service may occur. The suspension timetable is listed later in this document under “Suspension of Service and Appeal.”

Visitors

If the applicant is eligible for paratransit services provided by another transit agency and plans on visiting the SMART service area, please request the certifying transit provider to fax their proof of eligibility to SMART at (248) 244-9040. Once documentation is received, the applicant may be given presumptive eligibility to use paratransit services for up to 21 days within a one-year period. If the visitor is not able to provide a certification from another agency, SMART will accept proof of a disability (i.e. letter from a doctor/professional or Medicare card). The applicant’s information may also be shared with other transit providers to help schedule trips within the service area and verify eligibility. Visitor requests will be accepted and processed up to the day before arrival into the SMART service area.

Personal Care Attendants (PCA)

A PCA is anyone whose purpose is to help you meet your disability related personal needs.One (1) Personal Care Attendant (PCA) may accompany you at no additional charge, as longas your ADA certification specifies the need for a PCA. Please tell the scheduler that a PCA will accompany you.

Guests

Guests are welcome to ride with you for $3.00 per one-way trip. You are allowed 1 guest pertrip. You must reserve space for your guest, when scheduling your trip. Seating for more than1 guest must be preapproved by the scheduling staff, and is based on space availability.

Fares and Transfers

The fare for SMART ADA service is always $3.00 each way. Reduced Fare discounts offeredon fixed route bus services and SMART Flex, DO NOT APPLY to ADA services. Fares may be paid using cash, SMART tickets, or 31 Day Bus Passes.

The ADA ensures curb–to-curb service equal to that provided by the SMART fixed routesystem. If a passenger using the fixed route service must transfer from one vehicle to another to complete a trip, SMART has the option to transfer the ADA passenger from onebus to another. When possible, SMART will make every effort to provide a transfer free trip.However, ADA certification does not guarantee a direct trip.

You must be ADA certified with both SMART and DDOT to use both services. Contact Detroit’s ADA Paratransit Service, which covers the whole City of Detroit, and has limited service into the suburbs, at: 313.774.5555, then press option 3. If the trip requires use of SMART or DDOT fixed route buses, or SMART Connector services, the SMART ADA driver will issue a paper transfer at no additional charge. Passengers making a transfer FROM a SMART or DDOT fixed route bus to the SMART ADA service, will pay the SMART ADA Paratransit driver $2.50 along with a valid paper transfer. Dual ADA certified passengers whoare transferring from one ADA service to another will transfer at no additional charge with a pre-booked non-paper transfer.

Failure to Pay Fare

The exact one-way fare must be paid when boarding the vehicle. In addition, under no circumstances is the driver permitted to come into physical contact with the passenger to receive the fare – unless the passenger is unable to access the fare box. It is not “safe” to expect the driver to take the fare from the passenger’s belongings (e.g., purse, wallet, etc.).This is for the protection of the drivers and the passengers.

Failure to conform to this standard will result in a temporary suspension of service.

Wheelchair Policy

There are many styles and types of wheelchairs and scooters. These devices vary in shape,weight, and in the way they benefit the user. Wheelchairs fitting the following U.S. Department of Transportation (USDOT) Regulation description below are permitted on a SMART vehicleand must be secured in the securement area:

“Wheelchair means a mobility aid belonging to any class of three or more wheeled devices,usable indoors, designed or modified for and used by individuals with mobility impairments, whether operated manually or powered.” A three wheeled scooter is considered a wheelchair.

Wheelchair Securement

SMART requires all wheelchairs/scooters to be secured using a four-point securement system. The operator will secure the wheelchair and ensure that the passenger and their mobility aid is properly secured with the minimum four securement points. The wheelchair/scooter must not move more than two inches under normal vehicle operating conditions upon being secured.

SMART’s Paratransit vehicles are equipped with lap belts and shoulder harnesses for all passengers, and all passengers are required to have them secured prior to the vehicle moving unless a passenger has a medical condition that prevents them from wearing a lap belt or shoulder harness. These restraints help prevent injuries.

Mobility Aids

Passengers using walkers, canes or crutches are responsible for their own personal medical equipment. None of these, including strollers occupied by children, shall be stored in the wheelchair securement areas. Drivers are prohibited from using the Q- Straint tie-downs tosecure anything other than wheelchairs, scooters, adult strollers or companion chairs.

Life Support Equipment

Individuals will be permitted to travel on SMART vehicles with respirators, portable oxygen supplies, and other life support equipment. In general, the transport of common types ofportable life support equipment is not prohibited.

Using the lift on SMART vehicles

Any passenger may request to use the lift to enter or exit SMART vehicles. Lifts accommodate wheelchairs and scooters that measure no longer than 48 inches and no widerthan 32 inches, and weigh, when occupied, no more than 1,000 pounds. Only one person may ride on the lift at a time. If a passenger is using a mobility device (including a service animal), they may have the device with them on the lift, but their guest or companion may NOT ride on the lift with the passenger at the same time.

This poses a danger to all and is considered unsafe.

Service Animals

Under the ADA, SMART and other public transit entities are only required to allow service animals to accompany individuals with disabilities in vehicles and facilities. Department of Transportation (DOT) ADA regulations define a service animal as an animal “individually trained to work or perform tasks for an individual with a disability including, but not limited to, guiding individuals with impaired vision, alerting individuals with impaired hearing to intruders or sounds, pulling a wheelchair, or fetching dropped items.” If an animal’s only function is to provide emotional support or comfort for the rider, that animal would not fall under the regulatory training-based definition of a service animal. Simply providing comfort is something that animal does passively, by its nature or through the perception of the owner. A service animal may not be excluded unless the animal is out of control and the animal's owner does not take effective action to control it or the animal poses a direct threat to the health or safety of others.

Shopping, laundry and other bags on buses

Passengers are permitted to bring as many bags on the vehicle as they are able to manage. You may not exit to bring more bags on board. Personal shopping carts, designed to carry standard size grocery bags may be used, but shall not be secured with belts in thewheelchair area on the vehicle. You are responsible for managing your own shopping cart.Grocery store size carts are prohibited on SMART vehicles as they are too large and block the aisle.

Physical or Verbal Abuse

If a passenger physically or verbally abuses SMART employees and/or other passengers, that passenger is subject to immediate probation and/or temporary suspension of service.Profanity, sexual harassment, or ethnic, racial or religious intimidation by passengers or drivers will not be tolerated. The passenger will be subject to a temporary suspension ofservice. Drivers may be subject to disciplinary action as outlined in their union contract and SMART employee policies.

Hazardous Conditions

No passenger may act in a threatening, harmful, criminal, or unsafe manner, which may jeopardize the passenger, the driver or other passengers. Any potentially communicablehealth condition (open wounds/sores, bodily fluids, lice, bed bugs) is considered hazardous.Failure to conform to this standard will result in a temporary suspension of service.

Personal Hygiene

To protect the health and wellbeing of SMART personnel and fellow passengers, SMART requires that all passengers maintain an acceptable standard of personal hygiene. Failure to conform to this policy will result in probationary status and/or a temporary suspension of service.

Suspension of Service and Appeal

If a passenger is in violation of these guidelines, a warning/suspension letter and, “Notice of Right to Appeal Suspension” form will be mailed to the passenger outlining the potential disciplinary action. Suspension of service appeals are accepted by mail, fax, email ortelephone. Suspensions generally start on the first Sunday of the month. During the appealprocess, the proposed suspension will be stayed pending the results of the appeal. Violations result in the following suspensions over the course of a one year rolling calendar.

First violation: 7-day suspension.
Second violation: 14-day suspension.
Third violation: 21-day suspension.
Fourth and subsequent violations: 28-day suspension.

Suspension of service would not occur for at least 30 days from the date of the letter, unlessthere is irrefutable audio or video evidence recorded. All calls are recorded and SMART operated vehicles are equipped with microphones and security cameras.

To appeal a Suspension of Service, mail the “Notice of Right to Appeal Suspension” form within 21 days of the date on the letter, to the address indicated on the Notice of Right to Appeal form, 2021 Barrett Dr, Troy, MI 48084, Attn: ADA Department. The form also offers options to appeal by calling the Suspension Hotline at: 248.419.7934 or emailing: appeal@smartbus.org. Please follow the instructions on the appeal form. An appeals board of fellow SMART passengers will hear the appeal and render a decision. Both SMART and the passenger must comply with the decision of the appeals board.

Unanimously approved by the SMART Advisory Council on March 21, 2025