SHUTTLE

Pierce Transit’s ADA Paratransit SHUTTLE is a shared-ride service for people who, because of their disability, are unable to ride a regular Pierce Transit bus.

SHUTTLE provides door- to-door service, or in some instances, transportation to transit centers or bus stops to connect with regular bus service. The SHUTTLE vehicle may make several stops along the way before it arrives at your destination.

SHUTTLE will take you where you want to go, within our regular service area and hours of operation, based on fixed route service.

You must meet the ADA paratransit eligibility criteria to become eligible for SHUTTLE. To apply for SHUTTLE. Download and Print or Complete and Submit Online.
Applications are available in alternate formats. If you require an accessible format, please call 253.581.8000.

DID YOU KNOW

All Pierce Transit buses are accessible for mobility devices, such as wheelchairs, electric scooters and walkers.
Safety is our top priority!
Pierce Transit Operators are always ready and available to assist you with your travel experience.
Pierce Transit has a free Travel Training program that can teach seniors and individuals with disabilities how to independently use the fixed-route bus system. Click here to learn more about our Travel Training Program.

Getting Started

Eligibility & Approval Process

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SHUTTLE Travel

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Travel Training

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Planning Your Trip

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Paratransit Riders from Out of Town

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Paratransit Fare

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Customer Service

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SHUTTLE Handbook

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Alternative Transportation

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ELIGIBILITY AND HOW TO APPLY

ADA Paratransit service is provided to those who are prevented from independently using Fixed Route, due to a disability or health related condition some or all of the time.

WHO IS ELIGIBLE?
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Pierce Transit follows the Americans with Disabilities Act (ADA) of 1990 eligibility standards for paratransit services.

The ADA guidelines for establishing eligibility are as follows:

Inability to board, ride or disembark (including system navigation) from any regularly accessible vehicle, even with the assistance of the lift and other commonly available help, or

Inability to travel on a route at the time of needed travel because the system lacks required accommodations, or

The individual has a condition (physical or cognitive disability) which prevents her/him from getting to or from bus boarding locations when traveling within an area served by bus.

SHUTTLE ELIGIBILITY IS NOT BASED ON:

Having a disability, even when certified by SSI, SSA, or the VA.

Age

Personal convenience, such as the bus system does not meet your personal schedule, takes too long, may require transfers, or does not serve destinations you travel to.

Inability to drive or lack of access to a vehicle

Lack of familiarity or experience using the bus system.

The fact that using the bus system may be more difficult or less comfortable.

Fear of crime.

Illiteracy or inability to understand directions due to limited English comprehension.

Personal Finances

Please note that having a medical condition or a disability does not automatically qualify you for ADA paratransit eligibility.

Individuals who are interested in using the SHUTTLE service must apply and be found eligible according to the ADA guidelines listed above.
HOW DO I APPLY FOR SHUTTLE?
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SHUTTLE Paratransit Application (Download and Print)

SHUTTLE Paratransit Application (Complete and Submit Online)

Call 253.581.8000, Option 1,2,3,4 to have an application mailed to you
Please be sure to answer all questions and tell us how your disability prevents you from using the regular bus system.

Applications are considered complete when all questions, signatures and contact information of professional sources are provided. Incomplete applications will be returned.

You may submit your completed SHUTTLE Paratransit application to Pierce Transit by:

Mail: Pierce Transit SHUTTLE, 3701 96th St SW, Lakewood WA 98496

Fax: 253.984.8154

E-Mail: adaquestions@piercetransit.org

For questions or assistance in completing your application, please call Pierce Transit at 253.581.8000 or TDD 711 and follow the prompts to the ADA Eligibility Department.

*Applications are available in an alternate format upon request. Click HERE to view SHUTTLE application in alternative languages, or Download in Plain Text.
SHUTTLE APPLICATION PROCESS
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Pierce Transit determines eligibility based on the information provided in the SHUTTLE application and any information gathered through the eligibility process

You must submit an application.

The Eligibility department may fax questions to the applicant's treatment provider to further clarify the functional capabilities (the application includes a release of information) and/or-

The applicant may be required to come in person for a functional assessment.

Assessments can be physical or cognitive, or both, depending upon the application.

Once the decision is made, a decision letter is mailed to the applicant.

For individuals found not eligible, temporarily eligible, or conditionally eligible (3B), they have 60 days to request an appeal.

How long will the process take?

Once Pierce Transit has a completed application with all the needed information, and required assessments have been completed, we will make a decision within 21 days.

If the decision-making process takes more than 21 days once all of the required information is received, the applicant will receive presumptive eligibility until the decision is made.

You will be notified by mail whether or not you are eligible for SHUTTLE paratransit services.

How will I be notified?

You will receive written notification by mail. Please be sure to add your full mailing address on your application.

If approved, you will receive information on how to utilize the SHUTTLE paratransit service

What if I do not agree with the eligibility determination?

Any individual who is found not eligible, conditionally eligible, or temporarily eligible may appeal the decision within 60 days of the eligibility notice. All appeals must be in writing.

If you do not qualify for SHUTTLE or are outside the SHUTTLE service area, you can get information about transportation options by contacting:

Pierce Transit Travel Training Program – 253.589.6361

WIN 211 – Washington Information Network:
2-1-1 or 253.572.4357 | 1.800.572.4357 | win211.org

Beyond the Borders - 2-1-1 or 253.572.4357 | 1.800.572.4357

Please note: A conditional determination is not a denial. If it was determined that you are Conditionally Eligibility for SHUTTLE service, please click here for more information.

Appeal Process:

The appeal process is only necessary if you do not agree with your eligibility decision.

The appeal process is an informal hearing (brief interview) where the applicant has the ability to present information in person and receive an unbiased review and new decision from decision makers that had nothing to do with the original decision.

Once the appeal process is complete, the panel will decide within 30 days or paratransit service will be granted until the final decision is made.

The appeal is decided by a panel, including medical professional(s), rehabilitation professional(s) and a Pierce Transit employee.

You may bring someone with you to help explain your situation.

If your appeal is based on new limitations not identified in the original application you will be advised to submit a new application that thoroughly identifies your limiting conditions.

The applicant may only appeal each application once.

Click here to download the Pierce Transit, “How to Appeal” information sheet.

What are the types of Eligibility?
ADA guidelines have specified three types of eligibility:

Full, Unconditional – the passenger may use SHUTTLE paratransit service for all trips

Conditional – the passenger may use SHUTTLE paratransit service under certain condition for some trips

Temporary – the passenger may have conditional or unconditional eligibility for a defined period of time because limitations are expected to change

ADA / Pierce Transit Eligibility Categories:

ADA 1 – Full Eligibility: For people with disabilities that prevent use of accessible buses under any circumstances; includes conditions that prevent boarding, deboarding, riding the bus, and navigating the system.

ADA 2 – Transitional Eligibility: For people who could use accessible regular bus service, but the type of accommodation needed is not commonly available. SHUTTLE service is provided when an accessible bus, bus stop, or bus route is not available. As we add accommodations to the regular bus system, eligibility for service will be re-evaluated.

ADA 3A – Conditional Eligibility: For people with disabilities which sometimes prevent them from boarding, deboarding, or riding a bus. SHUTTLE service is provided when use of local bus service is not possible. Individuals determine when to use the bus or when to use SHUTTLE.

ADA 3B – Conditional Eligibility: For people with disabilities that prevent them from traveling to or from some bus stops. Pierce Transit provides SHUTTLE service to and from the nearest transit center or major bus stop when conditions prevent travel. Pierce Transit staff determine what combination of SHUTTLE and regular bus service is required on a trip-by-trip basis and provide trip planning for each trip.

What is Conditional Eligibility (ADA3B)?
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Thanks to the 1990 Americans with Disabilities Act (ADA), public transportation has become more accessible for seniors and citizens with disabilities. Pierce Transit strives to make public transportation more accessible by offering the following:

Automatic stop announcements for all major street intersections and transfer points.

Lift equipped busses, kneeling busses or accessible ramps to assist riders using wheelchairs or anyone having difficulty boarding or exiting the bus.

Driver assistance with boarding and securing wheelchairs.

Priority seating at the front of each bus for seniors and individuals with disabilities.

Reduced fares for people with disabilities and people age 65 and older by obtaining a Regional Reduced Fair Permit.

Customers with "conditional eligibility" will be able to use paratransit services only for specified trips in which they meet ADA paratransit eligibility standards. This means, if you are able to use the regular bus service to complete a trip, you will not be eligible to use the paratransit services for that trip.

Many individuals with disabilities successfully use the regular fixed-route transit system if they can get to it. There are many reasons a person might be prevented from getting to the bus.

They may not be able to walk the distance to the bus stop

There may be terrain barriers, such as hills, curbs, uneven surfaces, or snowy conditions.

They are cognitively unable to navigate the bus system that involves multiple transfers

In this case, SHUTTLE can assist the individual for that portion of the trip by providing transportation to the nearest transit center where the trip can be completed on the regular fixed route bus. When SHUTTLE assists you to a transit center, you don’t pay for the SHUTTLE portion of the trip (and you pay a reduced fare on the bus)

Pierce Transit will determine on a trip-by-trip basis if the individual will use the bus, SHUTTLE or a combination of the two when traveling to or from a specific address.

How does using the fixed-route bus benefit you?

Promotes Independence – Freedom to travel on your own time

Self Sufficiency – No need to make reservations

Timely - Schedules are repeated throughout the day. You can minimize your wait time knowing exactly when the bus will come. If you miss your bus, you know when the next one is coming.

Social Outlet – Meet people and make new connections

Less Expensive – Pay a reduced fare and transfer to another bus within 2 hours for free*

Real-Time Updates – Get updates on exactly where your bus is and when it will arrive

*must have a valid RRFP-Regional Reduced Fare Permit
ADA In-Person Assessments
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In-person physical/functional assessments provide a real life setting for evaluating an applicant’s ability to access and utilize the fixed route system.

In-Person interviews and functional assessments usually involve observations of an applicant attempting to perform tasks that simulate a fixed route bus trip, such as crossing a street, negotiating curb cuts, walking measured courses, taking cognitive tests and other activities.

These types of assessments are a common tool used by many transit properties throughout the country to determine ADA paratransit (SHUTTLE) eligibility. Pierce Transit determines eligibility based on the information provided in the SHUTTLE application and any information gathered through the eligibility process.

PLEASE NOTE:

When required; functional assessment(s) must be completed. Failure to do so will result in an incomplete eligibility process.

An applicant may be required to take part in an assessment as part of the initial eligibility process or as a step in resolving an appeal.

Who conducts the tests?

Physical assessments are conducted by contracted licensed Physical/Occupational Therapists. Vital signs such as heart rate, oxygenation levels and blood pressure are monitored during the test to ensure safety. Contractors make not of performance and screening results, but are not responsible for making determinations.

Power device mobility assessments are conducted by specially trained Pierce Transit staff. In all tests, variables in the environment as well as the applicant’s ability to perform tasks required for using the fixed route bus are considered.

*Variables in the environment as well as the applicant’s ability to perform tasks required in using the fixed route bus is considered.

What are the different types of assessments?:

Power Mobility Device Assessment: During this assessment, the applicant will take part in a brief interview and will be assessed on their ability to maneuver their power device safely, travel on an accessible pathway, control their device in tight spaces and to see if they have the ability to independently board and de-board the bus.

Physical/Functional Assessments: Physical assessments involve a brief interview as well as functional testing of applicant ability to independently travel to and from bus stops in the community. The applicant will have the opportunity to board/deboard the bus and walk or self-propel on a course, accompanied by assessment staff. Skills evaluated include balance, strength, coordination and range of motion.

The Mini-Mental Status Evaluation (MMSE) is a standardized cognitive function test. This test assesses orientation, memory, communication skills, and concentration to determine if the applicant is capable of independent travel. Taking this test will involve answering some common questions and following a few basic instructions.

Functional Assessment of Community Travel Skills (FACTS) is a standardized cognitive test developed exclusively for the task of assessing the ability to travel independently by bus, for individuals with developmental delay. Skills evaluated include bus travel skills, community safety skills and general orientation.

Community Assessment of Travel Skills (CATS) involves an actual bus trip with an evaluator. This type of test is commonly used to assess individuals with a developmental delay.

Be prepared for your assessment:
If you are scheduled for an in-person assessment:

Be sure to reserve your ride 1 to 5 days in advance by calling SHUTTLE 253.581.8000

There is no cost to the applicant for the assessments and Pierce Transit provides free transportation to the appointment as requested.

You will be presumptively eligible to use SHUTTLE pending the outcome of your assessment

Please dress for the weather. You will be taking part in an indoor interview and your functional ability to board and travel will be assessed outdoors.

Be advised that there may be a wait before you are seen. You may want to bring a book

Plan to be present for 1 hour unless your appointment letter states otherwise.

If you have dietary concerns, bring a snack or something to drink.

If you have identified balance issues on your application, it’s imperative that you bring your mobility aid that best addresses this.

If you use supplemental oxygen, be sure to bring enough for the appointment.

No shows or non-participation for a scheduled assessment will result in an incomplete eligibility process.

You may bring a care attendant with you to the appointment for free.

Transportation to your appointment:

SHUTTLE transportation is free to your appointment.

Be sure to reserve your ride 1 to 5 days in advance by calling SHUTTLE 253.581.8000, option 1, then option 2, between the hours of 8am and 5pm. You will not have to pay the fare for this trip.

If you live outside of the service area, you will need to make your own arrangements to access service. SHUTTLE staff will work with you to determine the best pick-up and drop-off points.

What happens after the assessment?:

Once the mobility assessment is complete, Pierce Transit reviews the results along with all application information to determine eligibility for SHUTTLE service. Once the decision is made, you’ll be notified by mail within 21 days of a completed assessment. Individuals determined less than fully eligible are able to appeal.

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WHEN & WHERE CAN YOU TRAVEL ON SHUTTLE

SHUTTLE operates every day of the year. SHUTTLE can pick you up from and take you to any location within 3/4 of a mile of any local Pierce Transit bus route, during the hours the fixed route bus operates in the area.

SHUTTLE SERVICE HOURS AND AREA
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Pierce Transit does not offer SHUTTLE service outside our regular fixed route bus service area.

If you live outside the service area, you will need to make arrangements to make your way to a location inside the service area to receive SHUTTLE trips. SHUTTLE staff will work with you to determine the best pickup and drop-off points. They can also help you make travel arrangements with adjoining transit agencies.

To find out if you live in the SHUTTLE Service area, click on the map links below:

CLICK HERE to view interactive map

CLICK HERE to view Service area PDF

For questions, please call SHUTTLE Customer Service at 253.581.8000
(Option 1, then Option 2)
RESERVATION HOURS
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Once your eligibility is confirmed, you may request rides. Reservation hours are 8:00 a.m. to 5:00 p.m. seven days a week including holidays.
INCLEMENT WEATHER
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Service will be limited and possibly canceled when adverse weather creates conditions hazardous for customers, operator assistance, and vehicles.

For the most updated information during snow, ice, or other inclement weather, please call SHUTTLE Customer Service.

You must ensure that your sidewalks, driveways, and ramps are cleared of snow or ice so operators can safely assist you.

If your trip starts or ends on a hill or side street, SHUTTLE vans may not be able to get there until the street is safe to travel.
PARATRANSIT HOLIDAY OPERATING GUIDELINES
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On most major holidays, regular buses and SHUTTLE vehicles run on a modified schedule. For example, if a holiday falls on a Monday and Pierce Transit is running a Sunday schedule, you would not be able to reserve a SHUTTLE trip to or from areas that don’t normally receive service on Sundays. Please call SHUTTLE Customer Service at 253.581.8000 (Option 1, then Option 2) for holiday schedules.
SHUTTLE Handbook
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DOWNLOAD SHUTTLE Handbook HERE

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TRAVEL TRAINING

What is Travel Training?

Travel Training is a free service of Pierce Transit that provides self-paced instruction for individuals with disabilities and seniors who wish to use regular bus service and become familiar with public transportation options.

Who is Eligible?

Individuals can use Travel Training when their trips originate or end in Pierce County.
Individuals with disabilities, Seniors and Individuals using mobility devices.
Individuals that are blind or have low vision and have had orientation and mobility training.

What are the Benefits?

Training is self-paced
Trainees gain confidence from learning to travel independently.
Participant's increased independence, community involvement, access to employment training, and participation in recreational events; which improves their overall quality of life.
Travel Training increases the participants' comfort level with using regular bus service.
Travel Training provides independence and flexibility to travel whenever and wherever without a reservation.

What does Travel Training teach?

Travel Trainers customize training for each person needs and help participants learn to:

Plan their trips
Use bus route maps and schedules
Where and how to purchase tickets, passes and reduced fare cards.
Travel to and from the bus stops safely
Identify landmarks for the correct bus stop

Use aids such as personal trip cards and stop request cards
Locating and connecting to other buses
Enjoying more independence
Maneuvering mobility devices on and off the buses if needed
Emergency procedures and communicating your needs to the driver

What types of Travel Training is offered?

Travel Training instruction is customized to meet the needs of each passenger. The training is coordinated with the passenger’s daily activities. The goal is to ensure the passengers have the skills and confidence to use the regular bus service.

One-on-One Training
Training takes place in the public environment using resources as they exist in the community, traveling to specific destinations for passengers who need individualized attention. The passenger will be walking to and from the bus stops, crossing intersections and riding regular bus service. Travel trainers design customized tools such as memory aides, visual trip plans, photo flip books and stop request cards to create a customized program for each trainee.

Classroom and Small Group Training
These presentations are available for transition programs, senior living communities, public organizations, and other community programs.

This training provides general transit information and familiarization. Classroom sessions focus on riding smart and safe on the regular buses using a power point presentation and role playing. Travel trainers also facilitate trips to community locations for experience in the community.

Working with a travel trainer will help you feel more comfortable and confident riding on Pierce Transit.

For more information about this program, or to sign up for free travel training, CLICK HERE

Travel Training Flyer

Available In:

HOW can I contact Pierce Transit Travel Training Staff?

Pierce Transit Travel Training: 253.984.8208 TTY:711

Pierce Transit Main Phone Number: 253.581.8000 TTY:711

Fax – 253.984.8154

Mailing Address: Pierce Transit, 3701 96th St SW, Lakewood, WA 98496

Email: TravelTraining@PierceTransit.org

customer service agent helping passenger on phone

PLANNING YOUR TRIP

WHAT YOU CAN EXPECT
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SHUTTLE is public transportation and should not be confused with private or medical transportation. Customers may not specify the type of vehicle used to provide transportation and will be required to ride with other customers. We need to balance your needs with other customers’ needs. Because we have a limited number of vans, it may not always be possible to schedule your trip at the exact time you request. Matching rides is the most complex part of getting you where you need to go on time.

When you call, the Reservationists will do their best to accommodate your request. However, the Reservationist may adjust the pick-up time up to one (1) hour earlier or later than your requested time. The more flexible you can be about the time you request, the easier it is to serve a greater number of customers.

Trips are scheduled to allow for adequate travel time between stops. Travel times are designed to be comparable to the fixed route buses. Be sure to allow enough travel time to reach your destination.

Every trip is important and you may schedule a trip for any purpose. SHUTTLE will take you where you want to go, within our regular service area and hours of operation, based on fixed route service. SHUTTLE requires an obstruction-free approach and sufficient turn-around area for its vehicles. Under some conditions, our policy of door-to-door service will not be available to customers.

Alternate pick-up and drop-off locations may be established because of obstructed driveways, turnarounds, or other safety concerns. Our SHUTTLE Customer Service staff will answer any questions you may have regarding SHUTTLE service.
RESERVATIONS
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Requesting Trips
Once your eligibility is confirmed, you may request rides. Reservation hours are 8:00 a.m. to 5:00 p.m. seven days a week including holidays.

Many people have conditional eligibility. You may be scheduled for a combination trip using fixed route buses, as applicable.

You may request trips one to five days in advance. Be sure to schedule your return trip at the same time.

To ensure timely reservations, please have the following information and tools ready before you call:

Pencil and paper.

Your name.

Phone number.

Your complete pick-up address, including apartment and/or building name or number.

Description and exact address of where you want to go (for example, Fred Meyer at 7250 Pacific Ave.).

Time(s) and date(s) you would like to travel.

Time(s) of any appointments you might have, so we can plan your drop-off and pick-up times.

If a personal care attendant or guest will be riding with you.

If a service animal or pet will accompany you.

Whether you will be using a mobility aid (for example, wheelchair, walker, oxygen).

We suggest that you write down the name of the Reservationist who helps you plan your trip, date and time of your call, as well as the confirmed dates and times of your trip reservations. All calls are recorded for quality assurance.

Tips for Requesting Trips
These tips will help us provide you with the best possible service:

Call earlier in the day. Phone lines are busiest during the late afternoon.

Allow extra travel time. Trips are scheduled on a shared ride basis. The vehicle may stop to let other customers on or off before reaching your destination. In addition, travel times may vary due to rush hour slowdowns, time of day, local events, road construction, traffic accidents, bad weather, or day of the week. If you are using oxygen, please bring an ample supply of oxygen.

Consider a PCA. Please be advised that you will be left alone on the SHUTTLE vehicle anytime that our operator assists other customers. The vehicle will not always be visible to the operator at those times.
You will be dropped off at your destination, even if someone is not waiting for you. We cannot wait with you until someone arrives. If you cannot be left alone, please arrange for a PCA to travel with you.

Be flexible. SHUTTLE may not be able to schedule a ride at the time you want. Because SHUTTLE is a shared ride service, we may need to schedule your pick-up time up to one (1) hour earlier or later than you request.

Remember the “Pick-up” Window. When you schedule a ride, you will be given a 30-minute range of time during which you can expect a SHUTTLE van to pick you up. This 30-minute period is called the “pick-up window.” Your van may arrive any time during this window. Your ride is not late until the 30-minute window has passed. For example, if you agree to a 9:00 pick-up, the vehicle should arrive between 9:00 and 9:30 for an on-time pick-up.

Be ready. When operators arrive within the pick-up window, they can only wait 5 minutes after the vehicle arrives. To avoid delays, missed appointments, and no-show penalties, please be ready to go when the vehicle arrives to pick you up. Please be aware that SHUTTLE operators will not help you get ready for your trip.

Plan for multiple trips. You may schedule multiple trips on the same day. However, if you make several trip requests for the same day, they must be scheduled at least 30 minutes apart. You must use each trip scheduled. You cannot reserve more trips than you plan on using. For example, after you arrive at your first stop, you must wait at least 30 minutes to be picked up and taken to your second stop. Operators are not permitted to wait while you do a quick errand.

Bring your ID. Joint Base Lewis-McChord requires special identification to enter the base. Please have your ID with you when you board the vehicle and ready when approaching the base.

Choose stores and other locations close to your home. When you are going shopping or other places, choosing a location close to your home will reduce your travel time and our costs, allowing SHUTTLE to operate more efficiently for the benefit of all our customers.

Limit your onboard parcels. Operators can only assist you with the amount of packages or groceries that can be carried in one trip.

Make alternate plans for moving. SHUTTLE does not move personal belongings from one residence or facility to another. If you need someone to help you move, please contact your family, friends, or a volunteer agency for assistance.

Limit heavy or bulky items. SHUTTLE operators are not permitted to lift or carry in one trip, objects weighing more than 40 lbs. If you have purchased or received heavy or bulky items, please arrange to have them delivered to your home.
SHUTTLE reserves the right to refuse transport of items exceeding the weight limit, or bulky items for lack of space in the vehicle.

Notify SHUTTLE of any telephone number or address change. If you move or use a temporary address, you must notify SHUTTLE immediately. To ensure your timely pick-up, please make sure that the address on your residence can be clearly seen from the street, especially during hours of darkness. Also, please be sure that SHUTTLE has the name and phone number of a current emergency contact in your file.

Carry needed medication with you in case of delays. If you are diabetic or hypoglycemic, bring a small snack in case you travel longer than expected.

If you use oxygen, be sure your supply is more than sufficient in case you travel longer than expected.

For medical emergencies CALL 911. Pierce Transit operators are not trained as paramedics.

Cancellations
You must cancel a ride if you no longer require it. Please be sure to cancel both ends of your trip if appropriate. It is important to call SHUTTLE to cancel your trip(s). Customers must cancel their trip(s) two hours before their scheduled trip(s).If you need to cancel more than one trip, be sure to tell the SHUTTLE Reservationist which trips to cancel. SHUTTLE operators are not permitted to request, change, or cancel trips for you. It is your responsibility to call SHUTTLE Customer Service.

Late Cancellation Policy

Because last-minute cancellations can slow down service and increase our costs, Pierce Transit has a policy for canceling SHUTTLE reservations. When you call to cancel a trip, please be sure to cancel all of the trips you will not be taking on that date. Failure to cancel at least two hours before the scheduled trip results in a late cancellation.

Customers who are not at the location at the time of the scheduled confirmed pick-up will be charged with a no-show for that trip.

Three late cancellations within a 30-day continuous period equal one no-show.

Cancellations made at the door for an on-time pickup will be considered a no-show.

Cancellations made at the door on a late pick-up due to provider fault, will not be considered a violation.

Customers must cancel their trip(s) two hours before their scheduled trip(s).

Failure to do so results in a late cancellation, and three late cancellations within a continuous 30-day period are treated as one no-show. Once a customer accumulates no-shows equaling 10% of their total trips within a continuous 30-day period, the customer will be notified of a suspension from SHUTTLE. For full SHUTTLE policies and information, please visit our website.

No-Show Policy
When customers schedule trips and then fail to take them without proper notice, our efforts to maintain timely service and minimize costs are impacted. A no-show occurs when a customer does not board the vehicle within five minutes of the SHUTTLE vehicle arrival within the scheduled 30-minute window, the customer is not there, or no longer wants to take the scheduled trip. If you have requested a trip and cannot ride, it is your responsibility to call SHUTTLE Customer Service and cancel the scheduled trip.

Traveling with a Personal Care Attendant
When traveling on SHUTTLE, please be advised that you will be left alone on the SHUTTLE vehicle anytime that our operator assists other customers. The vehicle will not always be visible to the operator at those times.

You will be dropped off at your destination, even if someone is not waiting for you. We cannot wait with you until someone arrives. If you cannot be left alone, please arrange for a PCA to travel with you.

A PCA is someone designated or employed to help you, such as a skilled nurse, family member, or care provider. You are responsible for providing your own PCA. Your PCA rides free and must board and deboard at the same location as you. Your PCA may also meet you at both ends of your trips. If you qualify for a Regional Reduced Fare Permit (RRFP), and travel with a PCA, your RRFP may show a PCA endorsement.

Pierce Transit employees cannot serve as your PCA.

Please inform the Reservationist, each time you make a reservation, when you will be accompanied by a PCA. Be sure to mention if your PCA will be using a mobility aid (for example, wheelchair, walker, oxygen). This information will ensure sufficient room on the vehicle.

A PCA is recommended under these conditions:

You are unable to be left alone.

You are unable to travel independently beyond the door of the pick-up or drop-off.

You use a wheelchair and must travel up or down more than one step.

You are traveling on rough or uneven terrain, or any other conditions that present a safety hazard.

You require supervision on board the SHUTTLE during transport.

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PARATRANSIT RIDERS FROM OUT OF TOWN

ADA Paratransit eligible visitors, who provide Pierce Transit with documentation of their eligibility, are eligible as a visitor for SHUTTLE Paratransit Service.

If you are re-locating to Pierce County, you will need to submit an application for SHUTTLE Paratransit Service. Visitor status will be given while we process your application.

Visitors will be provided Complimentary SHUTTLE Paratransit service for a period not to exceed twenty (21) days during any three hundred and sixty-five (365) day period beginning with the visitor's first use of SHUTTLE Paratransit Service.

Visitors, who request the use of SHUTTLE Paratransit Service for more than twenty-one (21) days within the three hundred and sixty-five (356) day period from the first day of service, will be asked to submit an application to determine eligibility.

If you are a visitor requesting paratransit services, please send verification of your eligibility to Pierce Transit by email or fax. If you do not have documentation, please call:

Pierce Transit SHUTTLE Eligibility: 253.581.8000, Option 1, 2, 3 and 4 or 253.984.8216
TTY Relay, Dial: 711
Fax – 253-984.8154
Email: adaquestions@piercetransit.org
Mailing Address: Pierce Transit, 3701 96th St SW, Lakewood, WA 98496

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PARATRANSIT FARE

The current one-way SHUTTLE trip fare is $1.75 and monthly passes are available for $63

You must pay the fare each time you board a SHUTTLE vehicle.

You may pay the fare using cash, tickets or a monthly SHUTTLE pass. Passes can be purchased in person, by phone, online or by mail. For information about the different fare options currently available, call Customer Service at (253) 581-8000.

Have the fare ready. Drivers do not carry change and are not allowed to search purses, pockets, or backpacks for a customer’s fare. You must put the fare in the fare box, or hand it to the driver, each time you board the van. If you have purchased a virtual monthly pass or Pierce Transit specific pass, it will be noted on the SHUTTLE Operator’s manifest.

Guests/Companions 19 years of age and older are required to pay a fare.

Personal Care Attendants (PCAs) and youth (18) years of age and under are not required to pay a fare, thanks to Washington’s Climate Commitment Act. Click here for more information.

There is no charge for service animals or pets.

If your disability prevents you from handling money, tickets, or passes, please call SHUTTLE Customer Service about ways we can help you have the fare available when you need to ride SHUTTLE.

FOR INFORMATION ON FIXED ROUTE FARE CLICK HERE

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CUSTOMER SERVICE

CONTACT US
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To Contact SHUTTLE:

1. Dial (253) 581-8000

2. Press 1 for SHUTTLE/ Fixed Route Customer Service

3. Then Press 2 for SHUTTLE
   1. for Reservations
   2. for Cancellations
   3. for Eligibility
   4. for Fare Information

Toll-Free outside local calling area: 1-800-841-1118

TTY for individuals with a hearing impairment: 711

Fax: 253.984.8154

Mailing Address: Pierce Transit, 3701 96th St SW, Lakewood, WA 98496

Email: adaquestions@piercetransit.org

Regular Bus

Regular Bus Information: (253) 581-8000

Toll-Free Line: 1-800-562-8109

TTY for individuals with a hearing impairment: 711

Travel Training

Direct: 253.984.8208
FEEDBACK
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CLICK HERE to submit your feedback
REASONABLE MODIFICATION POLICY
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CLICK HERE to review Pierce Transit's Reasonable Modification Policy.
NOTICE OF PRIVACY PRACTICES
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This notice describes how medical and ADA eligibility information about you may be used and disclosed and how you may gain access to this information.

Privacy and Release of Information
Pierce Transit respects your privacy. We understand that your personal health and eligibility information is very sensitive.

We will not disclose your information to others unless: you formally release that information in writing; in our interpretation, the law authorizes or requires us to do so; other reasons require or justify disclosure as set forth herein.

Pierce Transit’s Use of ADA Eligibility Information
The information contained in your file includes your application(s) and any health information provided to determine your eligibility. It may also include any letters received on your behalf, documented conversations, trip plans, and other information pertinent to your ADA eligibility and service provision.

Pierce Transit uses your individual information in the eligibility decision-making process, appeals, functional assessments, determination of service provision, and for your travel training.

Disclosure of ADA Eligibility Information to You or to Others with a Release of Information
We will also provide this information to you as well as to anyone you ask us to release it to through a formal written Release of Information request which may be obtained by contacting the Eligibility department at 253.581.8000.

You have the right to review and to a copy of your file. This review may occur in person, with 7 days’ advance notice to the Eligibility department or a copy of your file may be mailed to you upon request in writing to the address provided below. Valid identification will be required for in-person review. We will charge you a reasonable cost-based fee for any associated expenses such as copies and postage. We will not disclose specific information to you or anyone else over the phone.

In your Release of Information, you may ask us to restrict certain uses and disclosure of your information to others. The request must be presented in writing. You may also revoke any previous consent to disclose information by submitting a written request. The revocation will apply only to future disclosure requests.