The Real MATAplus Rider's Guide

The Real MATAplus Rider's Guide has correct and valid information although MATA has printed other information in a published Rider's Guide. The content and structure of this Rider's Guide was approved for use at a public hearing in June of 1999. This Rider's Guide was created with the assistance of MATA executive personnel and the input of people that use the service.  Mr. Michael Staley, a paratransit consultant, provided invaluable leadership, guidance and assistance.

Guide to the Rider's Guide Introduction Who Is eligible for paratransit service? What is paratransit service? reservation service subscription service When and where does MATAplus operate? How do I apply for service? Temporary disabilities Photo ID cards How do I make a reservation? How do I ride? Who can travel with me? What is the fare? What about visitors? How do I board a paratransit van? What about packages and animals? What if I fail to show up? Rider responsibilities Driver responsibilities The Complaint procedure

INTRODUCTION

MATA is to be a system that everyone can use with ease and comfort. All MATA transfer centers, along with most buses, are designed with special features to accommodate disabled patrons. MATA issues Half-Fare passes for senior citizens and disabled riders. This card allows an eligible individual to travel at a discount during off-peak times (9 am to 3 pm). The fare must be paid in cash. To be eligible for discounts, you must be 65 years of age or older, or have a physical or mental disability. For further information, call MATA at (901) 528-2870.

If you have a disability which prevents you from using a MATA fixed-route public transit you may be eligible for MATAplus

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WHO IS ELIGIBLE FOR PARATRANSIT SERVICE?

Category 1
The first category of eligibility includes people who are unable to use fully accessible fixed-route services. Any individual with a disability who is unable, as a result of a physical or mental impairment, and unable to board, ride, or disembark from any vehicle on the fixed-route system, without the assistance of another individual (except the operator of a wheelchair lift or other boarding assistance device), which is readily accessible to and unable by individuals with disabilities [49 CFR § 37.123 (e) (i)].
This applies to individuals who cannot board, ride, or disembark from a fixed-route bus, even if they can get to a bus stop or station.

Category 2
The second category of eligibility includes any individual with a disability who needs the assistance of a wheelchair lift or other boarding assistance device and is able with such assistance to board, ride, and disembark from any vehicle that is readily accessible to and usable by individuals with disabilities if the individual wants to travel on a route of the system during the hours of operation of the system at a time, or within a reasonable period of such time, when such a vehicle is not being used to provide designated public transportation on the route [49 CFR § 37.123 (e) (2)].

Category 3
The third category of eligibility includes: Any individual with a disability who has a specific impairment-related condition which prevents such individual from traveling to a boarding location or from a disembarking location on such system [49 CFR § 37.123 (e) (3)].

Note: Two important qualifiers to Category 3 eligibility are included in the regulations. First, environmental conditions and architectural barriers not under the control of the public entity do not, when considered alone, confer eligibility. Second, inconvenience in using the fixed route system is not a basis for eligibility. An individual who believes that he or she is eligible must apply for certification. 

 

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WHAT IS MATA’s FIXED ROUTE SYSTEM?

WHAT IS PARATRANSIT SERVICE?

Two types of service are offered on MATAplus:

Advanced Reservation
A customer can make a reservation for a trip up to three (3) days in advance, Monday through Saturday between the hours of 8 a.m. to 4 p.m., on Sundays and holidays from 9 a.m. to 4 p.m. There is no limit to the number of non-subscription trips that a passenger can book on any given service day; an unlimited number of trips may be reserved during one telephone call.  Reservations are taken on a first come/first served basis. Every effort will be made to accommodate the requested pick-up or drop off time; however, please be aware that at certain times of the day the amount of demand for service may mean that the requested trip time may not be available.

In those rare instances where demand outstrips the amount of service on the street the MATA reservation agent will attempt to provide you with an alternate time as close to the original requested time as possible.

Example -

MATAplus rider: "I would like a pick-up scheduled at 8 a.m."

MATAplus reservation agent: "We cannot get you at 8, the closest time is 8:15."

Trip “negotiations” are permissible under the ADA, promote greater on time performance, and have the practical effect of making more service available to a greater number of people. All passengers have the right to reject an alternate trip time. Declining an alternate trip time will be treated as a “trip refusal” rather than a denial of service.

Example -

MATAplus rider: "I would like a pick-up scheduled at 8 a.m."

MATAplus reservation agent: "We cannot get you at 8, the closest time is 8:15."

MATAplus rider: "Is there a time before 8 am?" 

MATAplus reservation agent: "Yes, the closest time before 8 is 7:20."

If no arrangement for service can be made within an hour, either before the requested time, or after the requested time, declining the alternatives offered will be considered "denial of service." However, a rider may still accept an alternative more than one hour from the requested time. MATA reservation staff are to notify the rider of all possible times service may be provided with regard to each requested time.

Subscription Service
Subscription service is offered to MATA customers who have travel patterns to and from the same destinations, during the same hours, on the same days each week, at least 3 days per week. Individuals who have schedules that change frequently are not eligible for subscription service.

Subscription service is restricted to work, medical, and educational trips. It is offered Monday through Saturday. When a person has been approved for subscription service it is necessary for that person to contact the scheduler to confirm the desired days and times of travel. Once a subscription schedule is confirmed by MATA, the customer does not have to make any further reservation calls. The paratransit vehicle will arrive during the scheduled pick-up window at the same location each day as prearranged with MATA.

Long-term or permanent changes to subscription service must be submitted to MATA at least one week prior to the date when the change will take effect. MATA cannot guarantee that changes in subscription service can be accommodated. Temporary changes to subscription service must be in effect for a minimum of two weeks and be submitted one week in advance of the effective date.

The regular subscription service can be reinstated with as little as one day’s notice. Same day changes cannot be accommodated. Subscription service is offered as a convenience to our customers. Availability is based upon a first come/first served basis. Under the ADA, subscription service may not exceed 50% of the space available on the system at any time period on any given day. Subscription service availability is not required under the ADA. As such, certain restrictions may be imposed due to capacity constraints.

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WHERE and WHEN DOES MATAplus SERVICE OPERATE?

Days and Hours of MATAplus Office Service

Monday through Friday
4:00 a.m. to 10:00 p.m.

Saturday
4:00 a.m. to 8:00 p.m.

Sunday
7:00 a.m. to 7:00 p.m.

MATAplus operates a Sunday schedule on the following holidays:

• New Years Day
• Labor Day
• Memorial Day
• Thanksgiving Day
• July Fourth
• Christmas Day

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HOW DO I APPLY FOR SERVICE?

The MATAplus Application for ADA Paratransit Eligibility asks for general identification information such as your address, social security number, date of birth, and telephone numbers. If you have help with the application, general information is requested from the individual or agency assisting.

The eligibility application asks you to describe how your disability prevents you from using the fixed-route bus and trolley service and what conditions make paratransit necessary. This functional self-evaluation is to help MATA personnel determine the Category of your eligibility. The application further asks that you provide the name and address of a physician, health care professional, rehabilitation professional, or other professional that can confirm the information you have provided.

WHEN WILL I KNOW IF I CAN USE PARATRANSIT SERVICES?

Note: The 21day processing requirement does not apply to incomplete, returned applications. Incomplete or inaccurate applications detected by MATA will be imminently returned to the applicant with deficient information clearly noted.

Notification of Applicant’s Status
The applicant will be notified in writing, or alternate formats if requested, about his or her eligibility. If approved, instructions will be sent on how to obtain a MATAplus ADA Photo Identification Card and how to use MATAplus.

What If My Application Is Denied?
You have the right to appeal any decision to deny service. MATA has an appeal process for anyone that feels that they have not received a service they are eligible for. The appeals process includes the input on the Specialized Transit Advisory Committee (STAC) that is made up of local paratransit customers and individuals knowledgeable of the 1990 Americans with Disabilities Act and transportation.

How Long Is My Eligibility Good For?
MATAplus requires eligible customers to be recertified every three years. The eligibility expiration date appears on the ADA Photo Identification Card. It is the responsibility of the customer to maintain a valid photo identification card and to reapply for service prior to the date of eligibility expiration. If a customer fails to renew his or her eligibility, he or she will be suspended from service until recertification is completed.

Repeated unsuccessful attempts to communicate with a customer whose eligibility has expired may result in the customer’s name being purged from MATAplus’ active customer list.

Temporary Disabilities
If a customer has a temporary disability, he or she may obtain a MATA ADA Photo Identification Card that is valid for the expected time of the disability. The same application process is used for people with temporary disabilities, and they will have the same rights and responsibilities as other paratransit customers. If the disability continues beyond the expiration date, MATA will require another certification form from your physician or medical professional.

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ADA PHOTO IDENTIFICATION CARDS

Is My ADA Photo ID Card Good Only On MATAplus?*
The MATA ADA Photo ID Card is accepted throughout the United States. It may be used to ride paratransit systems wherever these services are available for up to 21 days. Confirm exact scheduling rules and regulations with local transit authorities.

*Your ADA Photo ID may be required each time you ride the paratransit vehicle.

*Your ADA Photo ID is accepted as authorized identification necessary to obtain discounts on MATA fixed route services. Please contact MATA at (901) 528-2870 for more information.

What If I Lose My ADA Photo Identification Card?
If a customer misplaces his/her Photo ID Card, a replacement can be obtained by calling an Eligibility Representative at (901) 722-7197. A trip on MATAplus will be scheduled for the replacement ID to be processed. The customer must pay the round trip fare of $2.70 as well as a replacement cost of $3.00 for the new identification card.

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HOW DO I MAKE A RESERVATION?

What Are The Reservation Hours?
Reservations are accepted Monday through Friday between 8:00 AM and 4:00 PM, and on Saturdays, Sundays, and holidays between the hours of 9:00 AM and 4:00 PM.

Individuals with hearing impairments may confirm a reservation through MATA's TTY number at (901) 274-1757.

Please remember, reservation agents are the only persons who can make a reservation for a trip. Drivers cannot make, change, or cancel your reservations.

What Information Do I Have To Give the Reservation Agent?
Whenever a reservation is made, the customer should be prepared to give the reservation agent the following information:

• Customer Name (first and last)

• The Exact Street Addresses (origin and destination)

  Example: 170 North Main Street.

• The names of complexes or subdivisions, as well as building, apartment, or suite numbers.

  Example: The Donnelley J. Hill State Building, Suite 200.

• Easily identified pick-up points, should be communicated, where applicable. (Remember that the customer is responsible for making arrangements for the vehicle to gain access to gated communities or secured complexes. A driver cannot be delayed trying to locate personnel to provide access to a complex.)

  Example: Poplar Street entrance to the main lobby.

• Either the Appointment Time or the Pick- Up Time. Your request for either a drop off time or a pick-up time will determine your 30 minute pick-up window.

• Indicate When the Customer Will Be Traveling With a PCA or Companion.

• Return Trip Information.

Will My Reservation Be Confirmed Immediately?
Whenever possible, reservation confirmations are given when you call the reservation office. Reservation changes or cancellations may be made during regular reservation hours.

HOW DO I CANCEL OR CHANGE MY RESERVATION?

To Change
Notify MATA of your intention to change a reservation at the earliest possible time 722- 7171. Late changes to scheduled trips can be disruptive to other passengers. MATA will make every attempt to accommodate the transportation needs of our customers, the earlier MATA staff are notified of changes the better the possibility the change may be made.

CANCELLATION/NO-SHOW VIOLATIONS

If MATA is to be successful in improving service quality and availability, it is imperative that the number of late cancellations and no shows be minimized. Accordingly, MATA asks all customers to adhere to the following procedures: Late cancellations (defined as a cancellation that occurs within one hour of the scheduled pick-up time) will be recorded in the customer's client file. An excessive number of late cancellations may result in temporary suspension of service privileges.

Cancellations that occur because of an emergency situation beyond the customer's control will be considered a "non- chargeable" late cancellation, provided the customer can offer a sufficient explanation or documentation.

Never "No Show" a scheduled trip. Always cancel the trip even if you have to cancel late.

If you "No Show" a scheduled trip, all subsequent service for that day will be automatically canceled.

A MATA driver may list a driver as a "No Show," however, the determination of a chargeable "No Show" will be made by the MATAplus director's staff.

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HOW DO I RIDE MATAplus?

Pick-Up Window
A new on-time performance window of 30 minutes has been established which means MATAplus will be considered on-time if the vehicle arrives within 30 minutes after your scheduled pick-up time. This 30 minute pick-up window will be added at the end of the pick-up time so that customers will not be required to leave any location early. MATAplus will make every effort to pick-up customers as close to their originally scheduled time as possible.

Note: An 8:00 a.m. trip is on time if MATAplus arrives between 8:00 a.m. and 8:30 a.m. Customers must be ready to depart at any time during the 30 minute pick-up window.

What If The Vehicle Arrives Early?
MATAplus is committed to arriving within the 30 minute pick-up window. Customers must board the vehicle when it arrives. If the vehicle arrives earlier than the pick-up window, the passenger has the option of coming out early.

If the vehicle arrives during the pick-up window the operator must wait 5 minutes before declaring the passenger a no show.

Will The Driver Wait If I Am Late?
Out of courtesy for other MATAplus customers who are scheduled on the same vehicle, the driver will wait no longer than a five (5) minute grace period. The vehicle will depart when the five-minute period is up. Customers must be ready to depart at any time during the thirty-minute window described when the reservation was made. If a customer has not boarded the vehicle within the five-minute grace period, the vehicle will depart. The driver will not be able to call the customer on the telephone to advise that the vehicle has arrived. It is the customer's responsibility to be at the curb or within viewing distance of the vehicle when the vehicle arrives. If the customer does not board the vehicle within the grace period, the trip will be canceled and recorded as a "No Show". Please note that the paratransit vehicle cannot wait while a customer conducts business at his or her destination. The customer must always confirm a return trip reservation.

What if the bus is late?

• Confirm your reservations. Reservations may be confirmed during regular reservation times and additionally after 4 p.m. the day before your scheduled trip. Confirmation will assure you of the proper pick-up time, correct address, additional easily identified pick-up points, available space for additional companions and accurate origins and destinations.

• Calling for an E.T.A. MATA is dedicated to providing on-time paratransit service, so that customers can expect the bus to be at the requested location at the reserved time. When MATA finds your bus will be delayed 15 minutes of more, MATA agents will call, when practical, to inform you of the delay and estimate the time the bus will arrive.

  Like a confirmation call, MATA paratransit customers may call at anytime to ask for an E.T.A. Estimated Time of Arrival. E.T.A. calls are made to get specific information on when the scheduled bus is expected to arrive. E.T.A. calls can ease a rider's fears that they have been inadvertently left off the schedule, but should be used sparingly to allow MATA staff to serve other patrons. Make E.T.A. calls to 722-7166.

Pick-Up Procedures
To provide safe, on-time service for all customers, the customer must specifically designate a location where he or she will be waiting. MATAplus has developed the following procedures to ensure safe vehicle movement and standardized connecting point guidelines for major complexes:

Apartment/Office Complexes
A customer who lives in a large, multiple unit apartment complex must meet the paratransit vehicle either:

• at the curb closest to his/her address or

• at the curb closest to the main lobby, unless instructed otherwise.

A customer traveling from a large office complex, medical facility, or other similar area must meet the vehicle at the curb closest to the main reception desk or main lobby entrance.

Nursing Homes
Customers traveling from a nursing home should meet the paratransit vehicle at the curb closest to the main lobby, unless instructed otherwise. Drivers cannot assist customers from the building. If the customer is not at the proper pick up location within the designated pick-up window and the five-minute grace period has expired, the vehicle will depart and the passenger will be declared a "no show".

Adult Day Centers
When leaving a center, the customer should be waiting in a designated area when the paratransit vehicle arrives. The driver will assist the customer on or off the vehicle. The five-minute wait policy also applies.

Boarding The MATAplus Vehicle
MATA customers are required to have the correct fare in cash, authorized MATA fare card, or a combination of the above when boarding the vehicle. Drivers cannot make change. The customer may be required to present a MATAplus ADA Photo ID.

Driver Assistance
Drivers will provide elbow assistance on and off the vehicle only. Safety concerns and time constraints do not allow the drivers to assist a customer beyond the curb. Drivers are not permitted to leave their vehicles or to assist the customer in getting to or from the door of his or her drop off or pick-up location. The driver will verbally indicate to a visually impaired customer waiting at the curb that the paratransit vehicle has arrived.

WHO CAN TRAVEL WITH ME?

In addition to a PCA, a customer may be accompanied by a Travel Companion such as a child, a friend, or a family member. Additional companions may travel on a space available basis.

Travel companions are subject to the regular paratransit fare and must have the exact same travel arrangements as the customer. It is not necessary for the companion to be certified by MATA and they do not need a photo ID. The customer must inform the reservation agent at the time the reservation is made whether a travel companion or a PCA will be accompanying the customer to ensure an accurate count of individuals traveling on a vehicle. Children age 5 years and younger must be accompanied by a responsible adult.

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WHAT IS THE FARE FOR MATAplus?

Punch passes may be purchased at MATA's Customer Service Center at 61 South Main Street, MATA's main office at 1370 Levee Road, and Methodist Central's cashier's office. The fare for punch passes are $22.00 and are good for twenty two rides. You may also purchase passes by mail by sending a self-addressed, stamped envelope with your payment to:

	MATA
	1370 Levee RD.
	Memphis TN  38108

Allow at least seven days for delivery of the pass.

All approved MATAplus riders must have a MATAplus photo identification card. Please call (901) 722-7171 to make arrangements to have your card made at 61 South Main Street. There is no charge for the card.

WHAT ABOUT VISITORS WITH DISABILITIES?

Wheelchairs
The wheelchair dimensions must not exceed 30 inches in width and 48 inches in length when measured two inches above the ground.

The weight of the wheelchair must not exceed 600 pounds when occupied.

There are many types of wheelchairs and sometimes it can be difficult to identify the main-frame of a wheelchair. To insure proper wheelchair securement, MATA may provide unobtrusive decals to identify the main-frame of the wheelchair. A trained MATA agent will locate the main-frame and gladly assist all customers who may need help placing the decals.

Scooters
Scooter-type devices have been shown to be unstable on lift equipment. They may also exceed the ADA allowable dimensions and weight. Customers may ride standard scooters on the lift, but MATA strongly encourages our customers to use a wheelchair or select another type of mobility device as scooter-type devices can be unstable once inside the vehicle. Customers traveling on scooters should adhere to the same safety procedures listed for wheelchairs.

Ambulatory Customers
Customers unable to use the steps to enter the vehicle may request the ramp be extended to board the vehicle. Ambulatory customers who use the ramp must be able to stand without assistance and to hold the handrails with both hands.

Wheelchair Securement and Seat Belt Policy
It is the responsibility of the driver to ensure that mobility devices are properly secured. Passengers using wheelchairs/scooters are required to be secured, using a four-point tie down system at all times while riding the vehicle. MATAplus policy requires operators to secure the lap belt/shoulder harness to ensure the customer's safety. Failure to cooperate with safety-related policies may result in the loss of service.

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MAY I TRANSPORT PACKAGES OR ANIMALS?

Customers should make other arrangements for packages exceeding three parcels. Excessive luggage and large boxes cannot be accommodated.

Customers may be required to secure their packages at their seats as storage space on the vehicle is limited.

The maximum combined weight of all packages cannot exceed twenty-five (25) pounds.

Drivers are allowed to load a maximum of three bags onto the vehicle, but they are not allowed to carry packages to/from the vehicle.

Animals
Service dogs and service dogs in training are allowed on all MATA vehicles without being caged.

MATA will transport other authorized service animals provided they are properly constrained.

Note: For safety reasons, drivers are not permitted to carry cages or handle the service animals.

• Customer fails to board the vehicle during the thirty minute pick-up window or prior to the end of the five (5) minute grace period.

• Customer fails to cancel a scheduled trip.

• Customer chooses not to ride the vehicle after it arrives at the scheduled pick-up.

Note: when a passenger fails to show for a scheduled trip, all subsequent trips for that day, for that customer, are automatically canceled.

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WHAT ARE MY RESPONSIBILITIES WHEN RIDING A MATAplus VEHICLE?

Each customer must adhere to the rules of conduct. Actions of misconduct, including violent or disruptive behavior, will be grounds for suspension of service. Anyone found to be acting in an unsafe manner which might endanger other customers, the driver, or the vehicle will be terminated from service immediately. MATA will consider an appeal for said suspension of service on a case by case basis.

A customer requiring physical assistance outside the vehicle (e.g., to or from his/her door, or assistance up stairways or difficult grades) must have a PCA or a companion accompany him/her on the vehicle. The PCA will be responsible for providing the physical assistance the customer requires. Paratransit operators are required to stay with their vehicles.

Customers requiring medications or oxygen at regular intervals, should be advised that travel time on the paratransit vehicle is comparable to the MATA's fixed route system. Ride times are subject to delays that may result in a customer's on-board time being longer than (60) minutes. Public transportation is subject to unpredictable conditions such as traffic delays, and mechanical problems.

Note: MATA cannot be responsible for, nor can schedules be adjusted to accommodate, the administration of medications once the vehicle is in route. Administering medication is the customer's responsibility.

A customer requiring assistance in the administration of medications or oxygen while on the vehicle must travel with either a PCA or companion. Should the administration of medications or oxygen become necessary while on the vehicle, MATA will contact emergency medical assistance to administer the required medication at the customer's expense. Repeated incidents in which medication schedules disrupt or delay other MATAplus customers may result in the evaluation of the individual's suitability to use paratransit services.

MATA subscribes to a "no smoking" policy throughout the transit system. Customers are generally prohibited from eating or drinking on the vehicle unless a medical problem exists that requires eating or drinking at specified time periods. In such cases, the customer must advise the driver of this fact.

The use of alcoholic beverages or riding under the influence of intoxicating drugs or alcohol is prohibited at all times.

Customers are prohibited from playing radios without the use of headphones.

Customers may not operate or tamper with any equipment while on the vehicle. This rule includes operation of the hydraulic lift, ramp and attempts to remove wheelchair tie downs or passenger seat belts.

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WHAT ARE THE DRIVER'S RESPONSIBILITIES?

Drivers may not accept tips or gratuities or act in any manner that would suggest that tipping is appropriate. Drivers are responsible for the operation of the hydraulic lift, ramp and securing mobility devices safely in the vehicle.

Drivers cannot leave their vehicles unattended.

Drivers cannot handle fares or cash.

Drivers cannot make change.

WHAT IF I LOSE SOMETHING WHILE RIDING A MATAplus VEHICLE?

HOW CAN I RECEIVE A CUSTOMER GUIDE IN A DIFFERENT FORMAT?

HOW CAN I MAKE SUGGESTIONS, COMMENTS, OR INQUIRIES ABOUT THE SERVICE ON MATAplus?

	MATA
	1370 Levee RD.
	Memphis TN  38108

Specific details help MATA thoroughly address your suggestions and comments in an expeditious fashion. Please include the following information when calling or writing.

• Name, address, and telephone number

• Day and time of experience, if applicable

• Vehicle number and/or driver's name, if applicable

• Reservation or service agent's name, if concerning a telephone conversation

• Explanation of incident, suggestion, or comment.

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WHAT IS THE COMPLAINT PROCEDURE?

When calling, please be specific about the complaint. Give dates, time bus number, location and description of driver along with detailed information from our customers regarding the incident. Example: Late pick-up, rudeness, wheelchair tie-down problem, etc.

Complaints received by the Information Center Supervisor will be logged and a number applied to each complaint. They will be processed and forwarded to the appropriate designed individual in each department for investigation. The investigation should be completed within five (5) working days and returned to the Information Center Supervisor, and the customer will be contacted and advised of the findings of the complaint.

If the investigation cannot be completed within five (5) working days the customer will be notified of the delay and advised when to expect a follow-up call to address their concern.

If the customer insists on speaking with someone in higher authority, the customer will be advised of the complaint procedure. However, if a manager is available, the call will be forwarded to the Manager of Customer Service and Information at that time. If no one is available your call will be returned by a manager as soon as possible. However, to expedite you complaint you must record the information with the supervisor.

After receiving the results from the designated department, the Information Center will prepare a response and will get back in touch by letter or by phone to explain the results.

For specific paratransit customer support services, you may call Willie Lewis at 722-7196 or write to the MATA address listed above, Attention: Allison Burton.

In an effort to support the Federal Transit Administration's (FTA) goal to increase outreach efforts directed at consumers having difficulty gaining access to public transportation, MATA has listed FTA toll free numbers for customers, advocates for persons with disabilities, and the general public to call with concerns regarding public transit accessibility and related issues.

Voice: 1-888-446-4511
TDD/FIRS: 1-800-877-8339
Assistance for TDD Users: (202) 366-0153
Web Site: http://www.fta.dot.gov
E-Mail Address: ada.assistance@fta.dot.gov

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