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American With Disabilities Act (ADA/Paratransit)

The City of Salisbury’s ADA (Americans With Disabilities Act) transportation system is available to transport functionally disabled individuals to many different destinations within the cities of Salisbury, Spencer and East Spencer, utilizing wheelchair lift-equipped vans.

Priority seating for seniors and persons with disabilities are designated. Other riders in these areas may be required to change seats or stand.

  • Buses are equipped with automated voice annunciation systems and message signs.
  • Rides with disabilities should use the front door.
  • Only harnessed service animals are allowed.
  • All buses are equipped with a ramp to accommodate mobility devices
  • Mobility devices utilized by passengers must be secured in the Priority Seating area while on the bus.

Customer Experience

When sharing a compliment or complaint, please have the following information available, the passenger’s:

  • Name, address, and telephone number
  • Detailed description of customer compliment or complaint (e.g., bus operator provided excellent customer service, reservationist was very polite; late bus, rude telephone operator)
  • Date and time of incident
  • Vehicle identification
  • Location of incident
  • Call back desired

Any person who believes they have been subjected to discrimination or received inadequate customer service may file a complaint with STS. A complaint must be filed no later than 5 business days after the date of the incident. Complaints must be filed in writing or other format (I.E. e-mail, phone calls, etc.) to City of Salisbury, Attn: Salisbury Transit, PO Box 479, Salisbury, NC 28145, or by calling (704) 638-5252. The fax number is (704) 638-8573. If the passenger prefers to share a compliment or file a complaint electronically, the information may be emailed to tsimm@salisburync.gov.

Complaints are reviewed by applicable department heads. The incident will be investigated by the appropriate personnel who will document the investigation. An investigation typically takes no longer than 5 business days; however, depending on the incident, a longer timeframe may be warranted. When more time is needed, STS staff will advise the complainant about the delay.

For ADA complaints, staff will telephone the complainant after the investigation has been completed. During the call, the complainant may request a letter stating the investigation findings.


Who is Eligible?

Any person, regardless of age, with a functional disability, which prevents the use of the City’s fixed route bus system. Examples: Use of wheelchairs, braces, walkers – inability to independently board, ride or disembark from city buses because of specific learning disabilities, or organic brain syndrome. Additionally, individuals with visual and hearing impairments of anatomical loss affecting one or more body systems may be eligible. ​Please call Transit at (704) 638-5252 to verify if you are in our service area.


Cost of Service

The cost for transportation is $2.00 per one-way trip inside the City Of Salisbury, Spencer and East Spencer.


How to Apply for Service

Contact the Salisbury Transit System office at (704) 638-5252 and request a Certification of ADA Eligibility form. The form will be promptly mailed and will contain questions and information that will be used to determine eligibility. After the form is completed and signed by a physician, mail the form to the Salisbury Transit System at P.O. Box 479, Salisbury, NC 28145-0479. Eligibility will be determined within twenty-one days. You will be notified in writing whether or not you qualify for the ADA service. Remember, only a functional disability can be used to determine eligibility, not a medical diagnosis.


What Transportation is Provided?

Non-emergency transportation can be provided to any destination within our service area. There will be no restriction on trip purpose. Reservations must be made at least one day before the intended trip, and can be made up to fourteen days in advance. Transportation will be provided to the door at your residence. It will be your responsibility to meet the van at the portal of your front door. The driver is not allowed to go into your home or to assist the passenger inside their destination. If you require assistance with mobility, you should enlist the assistance of a personal care attendant. The attendant may ride with you at no charge. The ADA system will honor only trip requests made in advance, not additional trips requested after the van is boarded.


Service Requirements

Office hours for reservations are Monday through Friday, 6:00 a.m. - 6:00 p.m. Reservations can be made by calling (704) 216-8899. For your convenience, reservations may be made at any time during the weekend, after office hours, and on holidays by using the answering machine at the reservation office. Please indicate if a wheelchair lift-equipped van is required.

Service will be provided from 6:30 a.m. to 6:00 p.m. on the same days and in the same service area as the fixed route bus system. Transportation is not provided on holidays. Each rider is expected to honor trip requests.

Cancellations must be made two hours prior to your scheduled trip. If the cancellation is called in after the two hour period or the transportation company is in route to your location/address, this would be considered a no show. Individuals who consistently miss scheduled trips that would result in a no show will be denied ADA transportation for a reasonable period of time, up to and including permanent suspension.

Contact Us

Risk Manager and ADA Compliance

Leigh Ellington
(704) 638-5226
Leigh.Ellington@salisburync.gov

For other information and resources related to the City of Salisbury's wider ADA policies and accessibility concerns, visit our ADA page.

Visit Accessibility/ADA Page

Report an Issue



Citizens can log into the City of Salisbury's web application at salisburync.gov/311 to submit requests and complaints regarding issues such as missing road signs, pot holes, abandoned vehicles, city code infractions, illegal dumping, environmental health issues, ADA/accessibility, etc..

Report an Issue

Reduced Fares

Senior Citizens (age 60 and over) and disabled persons are eligble for reduced ticket prices. Seniors must present a picture ID which proves age. If you have a disability or health condition that prevents you from sometimes or always using Salisbury Transit fixed route bus service, you may be eligible for ADA Paratransit.

Ways to get a Reduced Fare Card:

Apply for Certification of ADA Paratransit Eligibility

Application - PDF Form
 
Application (PART A) - Online Form
 
Application (PART B) - Online Form

After you have completed “Part A” of this application, please have a licensed health care or rehabilitation professional complete “Part B” of this application. If any sections are left blank, the application will be returned to you. The information you provide in this application is confidential.

Please do not attach medical documentation or information to this application. You may bring the medical information with you when you have your interview.

Within a few days of receiving your completed application; you will be contacted by telephone to schedule an in-person interview to determine your abilities to use Salisbury Transit fixed-route service.

Completed application will be processed within 21 days of receipt. You will then be notified in writing of your eligibility status. If additional time is required to complete the evaluation and determination, you will be given temporary eligibility.

If we determine that you are able to use Salisbury Transit fixed route bus service, and are therefore ineligible for ADA Paratransit, we will notify you of the reason(s) for this determination. You may appeal this decision in writing. Appeals will be accepted within 60 days from the date on the eligibility determination letter.

However, ADA Paratransit service will not be provided during the appeal process, unless the appeal process cannot be concluded within 30 days. Eligibility for ADA Paratransit is granted for a period up to three (3) years, regardless of the permanence or temporary nature of the functional limitations.

Reasonable Modification 

Reasonable Modification Statement PDF
 
Procedure PDF
 
Request - PDF Form
 
Request - Online Form

Salisbury is committed to providing a high level of public transportation services to our passengers with disabilities; with safety as our first priority for everyone who utilizes our services. There may be times or conditions when passengers with disabilities may need to make modifications to their travel experience that will enhance their personal safety. If and when that happens, Salisbury has developed a Reasonable Modification Request form to allow all our passengers with disabilities to request assistance to fixed-route and/or paratransit service that will make for a more confident ride with us.

For example, during inclement weather, snow and/or icy conditions may make it difficult for a passenger with a disability to board/deboard Salisbury fixed route or paratransit vehicle. During those times, having some assistance from an operator may create a more confident travel experience for the passenger and enhance the passenger’s safety. By completing the Reasonable Modification Request form in advance, Salisbury Transit personnel may better anticipate the needs of passengers regarding situations that may or may not be expected otherwise. Except in extreme conditions that rise to the level of a direct threat to the operator and others, a passenger’s request for a Salisbury Transit operator should be granted.

Salisbury Transit will make all reasonable modifications to policies and programs to ensure that people with disabilities have an equal opportunity to enjoy all of its services. By completing the form in advance, Salisbury Transit may be able to envisage the necessity for assistance, while increasing safety and creating a more confident experience for the passenger.

Anyone who requires a modification of policies, practices, or procedures to receive services through ADA Paratransit or Fixed Route services, should make a request by submitting a Reasonable Accommodation Request verbally or in writing. To obtain a form or to file a request verbally, please contact our office at (704) 638-5252 or by e-mail at tsimm@salisburync.gov within 7 days before the scheduled event or need. Mailed requests should go to City of Salisbury, Transit Department, P.O. Box 479, Salisbury, NC 28145-0479.

Appeals Process for ADA Paratransit and Fixed Route

ADA Paratransit Fixed Route Appeals Process PDF

The following appeals process will be used for ALL appeals except when a state or federal appeals process must be used.

Anytime Salisbury Transit must suspend a passenger’s service (ADA Paratransit or Fixed Route), that passenger has the right to appeal the decision. Complaintants receive communication of their choice (letter, e-mail, phone calls, etc.…) regarding responses to the complaint. Follow up and responses are documented in writing. Should a passenger wish to appeal a decision to suspend service, the following process must be followed by the passenger and Salisbury Transit:

  • Upon receiving Salisbury Transit’s letter notifying them that their service will be suspended, the passenger must submit in writing why suspension of service should be pardoned. The appeal letter must be submitted within five (5) business days to: City of Salisbury, ATTN: Salisbury Transit-Appeals Board.
  • If written notification cannot be completed within the 5 days, the passenger must call Salisbury Transit staff at (704) 638-5252 and a staff member will document their reason for an appeal over the telephone.
  • Upon receipt of an appeal, Salisbury Transit will respond to the passenger’s appeal within 5 business days in writing or other format requested (I.E. e-mail, phone calls, etc.) All appeals will be reviewed by the Appeals Board (TAB Board Member, Public Services Director, Salisbury - Rowan Utility Director). The passenger will continue to receive service while the suspension is under appeal, with the exception of issues of safety.

ADA Paratransit and Fixed Route riders may appeal a suspension. Letters or another form of communication must state reason(s) why suspension of service should be pardoned. The decision of the Appeals Board shall be made as soon as practical and shall be final. A suspension remains in effect pending the appeal. Appeals must be presented in writing or another form of communication, postmarked or documented no later than five (5) business days after receiving notice to:

City of Salisbury
Attn: Salisbury Transit-Appeals Board
PO Box 479
Salisbury, NC 28145


Examples this appeals process applies to are listed below:

  • ADA Paratransit Eligibility Appeal Process
  • ADA Paratransit’s Violent & Disruptive Behavior Appeal Process
  • ADA Paratransit No-Show Appeal Process
  • Fixed Route Violent & Disruptive Behavior Appeal Process

All appeals must be filed in writing to Salisbury Transit - Appeals Board, 300 West Franklin Street, Salisbury, NC 28145.

The telephone number is (704) 638-5252 and the fax number (704) 638-8573.

In the appeal letter, appellants are urged to state reasons why they believe the determination does not accurately reflect their ability to use STS’s services. Written documents regarding a passenger’s condition (physical, mental, or cognitive) or related to one of the following appeals may be submitted:

  • For Eligibility appeals, state the general nature of the individual’s disability and inability to use fixed route.
  • For Violent and disruptive behavior appeals, provide an explanation of the individual’s behavioral tendencies.
  • For No-show appeals, give an explanation of the individual’s no-shows.

This will assist the Review Board in their initial review of the appeal. However, a passenger may request an appeal hearing without providing additional detail and without the submission of additional written material or information.

The initial review of appeal requests is normally within 5 business days of receiving the appeal. After the review, the appeal is taken to the Review Board. Depending on the Review Board’s meeting schedule, the Review Board will normally be completed within 10 business days following the receipt of the appeal. The Review Board will render its determination within 5 days of its consideration of the appeal.

After receiving a denial determination, ADA Paratransit service will not be provided to the applicant until the Review Board appeal determination. If the Review Board has not rendered its decision within 30 days of the hearing, the Review Board will provide service on an interim basis until the final determination occurs. This operational procedure was approved by Salisbury’s Transportation Advisory Board and adopted by Salisbury Transit on April 13, 2017.

Violent - Disruptive Behavior and Customer Service Feedback for ADA Paratransit and Fixed Route Service

ADA Fixed Route Disruptive Behavior and Customer Experience Procedures PDF
 
ADA Paratransit Fixed Route Appeals Process PDF

SECTION 1. Purpose

The safety and well-being of our passengers and employees, violent and/or disruptive behavior will not be tolerated. On occasion, behavior of certain passengers has been disruptive or even dangerous. A passenger’s right to transportation can be terminated due to misconduct of the passenger. Such conduct includes but is not limited to:

  • No profanity or vulgarity is allowed while on board a transportation system vehicle, with the exception of passengers whose actions and verbiage are protected under ADA guidelines due to a disability. Actions of passengers with mental or cognitive impairments are given proper consideration. In the case of a passenger with a mental or cognitive disability we may suggest or mandate that a Personal Care Attendant accompany the passenger on each trip.
  • If the passenger’s behavior warrants it, Salisbury Transit System (STS) reserves the right to immediately and/or permanently suspend a passenger’s riding privileges.
  • No weapons (knives or firearms) will be allowed on a system vehicle.
  • Passengers are not permitted to eat, drink, or smoke in vehicles. Exception, eating and drinking on vehicles are allowed per ADA requirements and medical situations.
  • All passengers must wear seat belts to insure the safety of all individuals in the vehicle. Passengers will be denied transportation services if they choose not to abide by the seat belt policy and law.
  • No screaming, loud talking, singing, or playing of loud music.
  • No inappropriate display of affection or sexual activity to the driver or another passenger.
  • No release of human waste, including spitting, on the vehicle. This does not include instances of vomiting due to treatments, medication, or illness.
  • The driver will reserve the right to refuse transport to any passenger who appears to be intoxicated or under the influence of drugs.

SECTION 2. Suspension from Service

Procedures for violations of these rules are as follows:

  • First Incident: When a passenger’s behavior disrupts the driver or other passengers, the Transit Director, or his/her designee will speak privately with the passenger and the passenger’s sponsoring agency representative (if the passenger is a human service agency client) about his/her behavior. The Transit Director, or his/her designee will state to the passenger the reason his/her behavior is objectionable and the steps the passenger must take to correct the behavior. The Transit Director, or his/her designee must document this verbal warning, indicating the date and time the discussion took place.
  • Second Incident: If the passenger continues his/her disruptive behavior, Transit Director, or his/her designee will speak with the passenger and the passenger’s sponsoring agency representative (if the passenger is a human service agency client) a second time. During this conversation, the passenger will be presented with a written warning or in another format of their choice (I.E. e-mail, phone calls, etc.) stating the reasons his/her behavior is objectionable and the steps he/she must take to correct the behavior. The warning will also state that another incident will result in a suspension of privileges to ride the transportation system for up to 30 days.
  • Third Incident: A third incident will result in a suspension of transportation privileges for up to 30 days. The suspension notice will be delivered to the passenger and to the passenger’s sponsoring agency (if the passenger is a human services agency client) by certified mail to his/her address and to that of the sponsoring agency, if applicable.

If a passenger continues his/her disruptive behavior following his/her return from suspension, a written notice will be delivered as identified in the Third Incident above to the passenger notifying him/her that he/she has been permanently suspended from riding a transportation agency vehicle. A copy of this notice will also be sent to the client’s sponsoring human service agency, if applicable.

Salisbury Transit reserve the right to exceed the above violation procedures, including calling law enforcement and having a passenger removed from a system vehicle, should it become necessary for the safety of the driver and/or other passengers.


SECTION 3. Appeals (ADA Paratransit & Fixed Route)

Anytime Salisbury Transit must suspend a passenger’s service (ADA Paratransit or Fixed Route), that passenger has the right to appeal the decision. Complainants must comply with Salisbury Transit’s System Appeals procedures.


SECTION 4. Customer Experience

When sharing a compliment or complaint, please have the following information available, the passenger’s:

  • Name, address, and telephone number
  • Detailed description of customer compliment or complaint (e.g., bus operator provided excellent customer service, reservationist was very polite; late bus, rude telephone operator)
  • Date and time of incident
  • Vehicle identification
  • Location of incident
  • Call back desired

Any person who believes they have been subjected to discrimination or received inadequate customer service may file a complaint with STS. A complaint must be filed no later than 5 business days after the date of the incident. Complaints must be filed in writing or other format (I.E. e-mail, phone calls, etc.) to City of Salisbury, Attn: Salisbury Transit, PO Box 479, Salisbury, NC 28145, or by calling (704) 638-5252. The fax number (704) 638-8573. If the passenger prefers to share a compliment or file a complaint electronically, the information may be emailed to tsimm@salisburync.gov.

Complaints are reviewed by applicable department heads. The incident will be investigated by the appropriate personnel who will document the investigation. An investigation typically takes no longer than 5 business days; however, depending on the incident, a longer timeframe may be warranted. When more time is needed, STS staff will advise the complainant about the delay.

For ADA complaints, staff will telephone the complainant after the investigation has completed. During the call, the complainant may request a letter stating the investigation findings.


SECTION 5. Title VI Policy Notice to the Public

STS is committed to ensuring that no person is excluded from participation in or denied the benefits of its services on the basis of race, color, or national origin, as provided by Title VI of the Civil Rights Act of 1964 (as amended). STS’s objective is to:

  • Ensure the level and quality of transportation service is provided without regard to race, color, national origin, or disability
  • Promote the full and fair participation of all affected populations in transportation decision making
  • Prevent the denial, reduction, or delay in benefits related to programs and activities that benefit minority populations or low-income populations
  • Ensure meaningful access to programs and activities by persons with limited English proficiency

STS is committed to a non-discrimination policy in the conduct of its business, including adherence to Title VI responsibilities and delivery of equitable and accessible transportation services. A person believing he or she has been subjected to discrimination under Title VI on the basis of race, color, national origin, or disability may file a Title VI complaint with STS. Such a complaint must be in person or in writing and submitted to the STS within 180 days following the date of the alleged discrimination. A Title VI Civil Rights Complaint Form is available online at www.salisburync.gov/transit by calling (704) 638-5252. Complaints should be addressed to:

City of Salisbury
Attn: Salisbury Transit
PO Box 479
Salisbury, NC 28145

This operational procedure was approved by Salisbury’s Transportation Advisory Board and adopted by Salisbury Transit on April 13, 2017.

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