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.
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 email@example.com.
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.
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.