ADA Deviated Route Service Information

TriCounty Link ADA Policy

TriCounty Link's deviated route service is a
curb-to-curb service that is scheduled in advance.
Pre-certification as ADA Eligible is required.

The Americans with Disabilities Act (ADA) of 1990 is a Federal Civil Rights Law that requires public transportation to be available to people with disabilities. TriCounty Link recognizes that barriers and functional limitations may often prevent people with disabilities or with disability related conditions, whether temporary or permanent, from using public transit. TriCounty Link meets the ADA requirements by deviating off route for their passengers with disabilities.

TriCounty Link's deviated route service is primarily a curb-to-curb service that is scheduled in advance. Pre-certification as ADA eligible is required.  Route deviations will not be provided on TriCounty Link's commuter routes. This service utilizes TriCounty Link's existing fleet of vehicles. The deviated route service is offered within the existing routes, schedules and hours of the day. TriCounty Link will deviate off the established routes by 3/4 of a mile for their ADA eligible passengers. Assistance will be provided to ensure the safety of all passengers upon boarding and exiting the vehicle. Driver and passenger safety policies will be strictly followed. All TriCounty Link buses are ADA compliant.

Eligibility for TriCounty Link's ADA deviated route service follows ADA regulations. Those requesting deviated service must first go through an eligibility assessment. TriCounty Link will only deviate for people who cannot use the regular fixed-route bus service because of the nature of their disability or condition. Applicants and riders have the right to ask for a review, or to make a formal appeal about their eligibility decision. Appeals must be filed within 60 days.

For a copy of the ADA regulations, please go to www.ada.gov or contact TriCounty Link's customer service department at 843-899-4096, toll free 800-966-6631, or for TTY, please call the SC RELAY 7-1-1.

This document contains important information about public transportation for people with disabilities. It is available in alternative formats upon request and is posted on our accessible website at www.ridetricountylink.com.

TriCounty Link ADA Rider's Guide

1. TriCounty Link's ADA Deviated Route Service
   • What is TriCounty Link's ADA deviated route service?
   • Where can I go?
2. ADA Eligibility
• How do I know if I am eligible for the ADA deviated route service?
• Are there different types of ADA eligibility classifications?
3. How Do I Apply for TriCounty Link's ADA Deviated Route Service?
4. How Often Do I Need to Renew My ADA Eligibility?
• What if my condition changes?
• What if I get a new wheelchair or other mobility device?
5. ADA Eligibility Appeals
• How does the appeals process work?
6. Can Out of Town Visitors Use the TriCounty Link Deviated Service?
• What if I am traveling out of town?
7. What Information Should I Have Before I Schedule A Trip?
8. How Do I Schedule A Trip?
• When do I make a reservation?
9. Personal Care Attendants
   • What if I need assistance when I travel?
   • What if a Personal Care Attendant cannot ride during my scheduled time?
   • Can a companion travel with me?
10. Fares
    • How much does it cost to ride the ADA deviated route service?
11. Wheelchairs, Scooters and Carry-Ons
    • Will my mobility device fit on the bus?
    • How much can I carry onto the TriCounty Link bus?
    • What if I forget something on the bus?
    • Can I sit on my walker while riding the bus?
    • Can I bring a pet or service animal with me on the bus?
12. How Long Will the Bus Driver Wait?
13. Cancellations and No-Shows
    • What is a no-show?
    • How can I prevent a no-show?
    • How do I appeal a suspension of service?
14. Rider Rules
15. Travel Training & TriCounty Link Contact Information
16. Bus Driver Responsibilities

1. TriCounty Link's ADA Deviated Route Service.

   What is TriCounty Link's ADA deviated route service?

   TriCounty Link provides an origin-to-destination, curb-to-curb transportation service for individuals with disabilities, or disability related conditions that prevent them from using the regular flag-stop system. If you live with 3/4 mile of an existing route and are determined ADA eligible we will pick you up.

   With advance scheduling and prior ADA certification, our bus drivers will deviate 3/4 of a mile within our existing routes and schedules to pick up ADA eligible passengers. Drivers will pick up a passenger at the curb and bring them to the curb of their destination. Assistance to the door will be provided as allowed. To ensure passenger safety as well as the safety of our drivers, drivers are not allowed to lift, push or assist under unsafe conditions. Ramp and stair accessibility code compliance is required under South Carolina law. A Personal Care Attendant (PCA) is permitted to accompany an ADA passenger free of charge. Companions will pay the full ADA fare. TriCounty Link drivers are not permitted to go off public roads, to leave their vehicles unattended for extended lengths of time, or to lose sight of their vehicles or passengers. Drivers are not permitted to go beyond the door of any residence or building.

   TriCounty Link fulfills the Americans with Disabilities Act (ADA) complementary paratransit service requirement by providing route deviations within 3/4 mile of its existing routes and time schedules. TriCounty Link's deviated route service is not a taxi service, emergency medical, or social service transportation.

   The TriCounty Link ADA Rider's Guide will introduce you to TriCounty Link procedures and provide helpful contact information. Please call us with your questions or concerns. TriCounty Link will only deviate within established routes and time schedules.

   Where can I go?

   TriCounty Link's deviated route service will pick you up anywhere our drivers can safely travel within 3/4 mile of our established routes and time schedules. We will also assist with transfers to CARTA's service whenever possible.

2. ADA Eligibility

   How do I know if I am eligible for the ADA deviated route service?

   To qualify for the TriCounty Link ADA deviated route service you must meet the conditions established by the Americans with Disabilities Act (ADA). Eligibility for ADA deviations is based on your ability or inability to use the TriCounty Link flag-stop bus system.

   Eligibility is not based on a specific diagnosis or condition. The eligibility process may include an in-person interview with a qualified member of the TriCounty Link staff who will ask a series of questions to help determine whether or not you are able to use the flag-stop bus system for some or all of your trips.

   You will receive an eligibility determination letter from TriCounty Link no later than 21 days after completing the application and after providing the necessary professional documentation. If after 21 days a decision has not been made, you will be temporarily allowed to use the ADA deviated route service until a final decision is rendered.

   There are 3 different types of eligibility:

   Temporary Eligibility - You may qualify for temporary eligibility if you have a short-term illness or injury that prevents you from using the regular TriCounty Link flag stop bus system for a limited period (usually from 1 to 12 months). If you have temporary eligibility, your eligibility letter will include the date your TriCounty Link ADA deviated route service starts and stops. You will need to re-apply if you still need the service after the expiration date.

   Conditional Eligibility - There may be certain conditions, as certified by your physician, that would prohibit you from using the flag stop system. If you have conditional eligibility, you are expected to use the regular flag-stop system for all rides that you can reasonably manage. The eligibility letter you receive from TriCounty Link will indicate under what conditions you can use the ADA deviated route service and when you are expected to use the flag-stop system.

   Full Eligibility - Under full eligibility you can use the TriCounty Link deviated route service when you need it for those trips that are within the service area and within the regular scheduled operating hours.

3. How Do I Apply for the TriCounty Link ADA Deviated Route Service?

   If you have a disability or condition that prevents you from using the TriCounty Link flag-stop bus system please download the application from our website at www.ridetricountylink.com, or call us at: Telephone 843-899-4096; Toll Free 800-966-6631, or SC RELAY 7-1-1 to receive your application. Please allow 21 days from receipt for processing.

   Application Process

   Step 1: Request/download application.

   Step 2:
   Part 1 - Certification questionnaire completed by applicant.
   Applicant must complete the ADA eligible application.

   Part 2 - Professional Verification Form.
   Filled out by one of the following processionals who are familiar with the applicant's condition:

   • Physician or Psychiatrist
   • Occupational Therapist
   • Psychologist
   • Physical Therapist
   • Licensed Independent Social Worker (LISW, LICSW)
   • Recreational Therapist
   • Speech-Language Pathologist
   • Certified Orientation and Mobility Specialist
   • Registered Nurse (RN)

   Step 3: Review of Application - TriCounty Link staff will review the information in each application. Usually this provides us with all the necessary information we need to make a determination. However, more information may be needed and applicants may be asked to come in for a more extensive in-person assessment.

   Step 4: Go to TriCounty Link to get your photo ID at no cost to you.

   If your original ID gets lost, there will be a $5.00 replacement fee.

   Applicants who refuse to provide information about their ability to travel, or are unwilling to participate in an in-person or telephone interview will be denied. Eligibility is based on your capability and not on a specific diagnosis or medical condition.

4. How Often Do I Need to Renew My Eligibility?

   All ADA eligibility will be reassessed every one-to-three years and/or when your disability or condition changes.

   Should you change mobility devices (walker, wheelchair, scooter, etc.) you must immediately notify TriCounty Link to ensure that your eligibility status remains appropriate.

5. What Are My Options If I Disagree With A Decision About My ADA Eligibility?

   If you disagree with the eligibility decision, you have the right to appeal that decision. Before appealing you are encouraged to request a review. The TriCounty Link staff can review and discuss the basis for the decision and you can provide additional information to further explain your situation.

   How does the appeal process work?

   Step 1: Review of a decision - At your request, the TriCounty Link staff will conduct a review of your eligibility decision. TriCounty Link will request current evaluations by a physical therapist or other healthcare professional in order to make an informed decision. Any certifications required will be at your expense.

   Step 2: Appealing a decision - If the review does not resolve your concern or you want to initiate a formal appeal, you will need to make a written request for an appeal within 60 days of receiving an eligibility decision. A mediator may contact you to arrange a meeting at the TriCounty Link offices with both you and the TriCounty Link staff to try to find a solution agreeable to both parties. If no agreement is reached through review or mediation, the appeal will go to the Appeals Board for a final decision.

6. Can Out of Town Visitors Use the TriCounty Link Deviated Route Service?

   Visitors from out of town who have been certified under the ADA policies of another transit agency will be allowed to use the TriCounty Link ADA deviated route service for up to 21 days each year without having to go through the full assessment process. Any other requests will be considered under the temporary eligibility policy. If a visitor stays for more than 21 days, an ADA eligibility application will need to be completed.

   What if I am traveling out of town?

   Carry your TriCounty Link ADA eligibility letter with you as proof of eligibility under the Americans with Disabilities Act. Call the paratransit service in the community you are visiting for information on how to use their system. Services are prescheduled and practices vary from service to service.

7. What Do I Need To Know Before I Schedule A Trip?

   When you call to make a reservation, please have a paper, pencil and the following information available:

   • Your first and last name.
   • Your TriCounty Link ADA eligibility service ID number.
   • The date of your requested trip.
   • Your preferred pick-up and return times within the existing schedules.
   • Your origin and destination addresses, and phone numbers at those locations (including building name and specific drop-off and pick-up information).
   • If you are traveling with an attendant, companion (including children) or a service animal.
   • If you or anyone accompanying you will be traveling using a wheelchair, scooter or other equipment.
   • Any other information the driver should know to help you travel.
   
   
8. How Do I Schedule A Trip on the TriCounty Link Deviated Route Service?

   Trips are scheduled between 8:00 a.m. to 5:00 p.m. daily, including holidays. If your call is routed to an answering machine you will get a call back with a confirmation and ready time. Reservations may be made the day before and up to two weeks in advance. Same-day emergency service is NOT provided. Your trip must be scheduled during the time the bus is within your area.

   Please be reminded that TriCounty Link is a public transportation system and drivers may make other stops on the way to your drop-off point. The ADA guidelines specify that rides cannot be prioritized based on purpose of trip.

9. Personal Care Attendants

   What if I need assistance when I travel?

   TriCounty Link ADA passengers are picked up and dropped off at the curb. Assistance to and from the door of your destination is offered as needed and when conditions allow. If you need personalized assistance, or if you need assistance getting around once you arrive at your destination while traveling on the TriCounty Link ADA deviated route service, you will need to be accompanied by someone who can assist you.  An assistant is referred to as your personal care attendant (PCA) or simply as your "attendant". TriCounty Link does not provide you with a PCA. Your personal care attendant does not need to be the same person each time you use TriCounty Link. If your letter of eligibility indicates that you need a PCA, TriCounty Link will make sure there is enough room on the vehicle for you and your attendant. Personal care attendants ride free of charge.

   What if my personal care attendant cannot ride during my scheduled time?

   If your personal care attendant will not be available to ride with you, please avoid a no-show by either finding a substitute PCA or by contacting TriCounty Link to cancel your ride at least two hours before your scheduled pick-up time. TriCounty Link drivers are not able to provide additional assistance if your PCA is not available.

   Can a companion travel with me?

   TriCounty Link will ensure there is room on the vehicle for one companion, but additional companions travel on a space-available basis. When requesting your ride you must inform TriCounty Link if you plan to travel with a companion.  Companions pay the regular fare.  Children may ride with any ADA passenger, but they must be supervised by a responsible adult while riding the TriCounty Link ADA deviated route service. Children under 6 ride free.

   NOTE: A companion is defined as a person who is not assisting the eligible ADA passenger and is not considered as a personal care attendant.

10. Fares

    How much does it cost to ride the deviated route service?

    The cash fare for the TriCounty Link ADA deviated route service is $4.00 per one-way trip. Exact change is required. Drivers do not carry change and are not allowed to search purses, pockets, or backpacks for a rider's fare. If you need assistance placing the fare in the farebox please let the driver know. All companions must pay the deviated route service fare in addition to the regular fare.

11. Wheelchairs, Scooters and Carry-On Items.

    .

    Will my mobility device fit on the vehicle?

    Because of the size and weight of the mobility devices vehicles may not accommodate some equipment. Please verify the type of mobility device you will be using while riding on the TriCounty Link vehicle. Weight limits are based on the passenger seated on the mobility device.

    How much can I carry onto the TriCounty Link bus?

    All passengers must be able to safely carry and secure all carry-on items they bring on board the vehicles.

    What if I mistakenly leave something on the vehicle?

    TriCounty Link is not responsible for any personal property left on any vehicle. Any items found will be kept for 30 days at TriCounty Link. Please call TriCounty Link as soon as you become aware that an item was left behind. Please be ready to provide the date and time you were riding. If your lost item is found, you will be responsible for picking it up at the TriCounty Link offices at 305 Heatley Street in Moncks Corner.

    Can I sit on my walker while riding the bus?

    No. Passengers must be secured in their wheelchairs or seated safely in the passenger seats with their safety belts on while riding the bus.

    Can I bring my pet or service animal with me on the bus?

    Trained service animals that provide assistance to persons with disabilities such as guide dogs, service animals trained to detect seizures, or other assistance animals, are allowed on TriCounty Link. Services animals must be trained specifically to assist with tasks or to provide guidance related to a disability and must be under control at all times. Passengers are responsible for the behavior and cleanliness of the animal traveling with them.

12. How Long Will the Bus Driver Wait?

    ADA pick-up windows require you to be ready at least 30 minutes before and 30 minutes after your scheduled pick up time. If the driver arrives during this “pick-up window”, please be ready. TriCounty Link drivers will not wait if you are late. If the driver arrives before your pick-up window starts, you may leave if you are ready. If you miss the bus, you are responsible for making other arrangements. TriCounty Link’s buses operate within limited time schedules within many areas. Please allow additional time when scheduling to allow for appointments running late. There may not be additional service available, and you will need to make other arrangements.

13. Cancellations and No Shows

    What is a no-show?

    A no-show is considered as a situation that is beyond the rider's control.

    When do I need to cancel a trip to avoid being a no-show?

    Please notify TriCounty Link at least two hours in advance of your scheduled pick-up time if your trip is not needed. Cancellations must also be made during normal business hours between 8:00 a.m. and 5:00 p.m. Shorter notice without a compelling reason could result in service interruption.
    TriCounty Link defines a no-show as when you:

    • fail to cancel your trip at least two hours before your scheduled pick-up time.
    • fail to meet the bus at your designated pick-up location; or
    • you are not ready to go during your scheduled pick-up time and the driver has to leave without you to pick up the next passenger on the schedule.

    How do I appeal a suspension of service?

    If your service is being suspended due to a series of no-shows, you can request a review of the decision by calling TriCounty Link within 14 calendar days of receiving the notice of the suspension. A TriCounty Linkstaff member will review your file and may talk with you or others to gather additional information. A decision will be made based on this review.

    If you are still dissatisfied with the review decision, you may appeal by sending a written request within 14 calendar days of notification describing why you disagree with the decision. Please refer to our appeals process under item #5. For more information contact TriCounty Link at Telephone: 843-899-4096, Toll Free: 800-966-6631, or SC RELAY 7-1-1.

    Send your appeal request to:

    TriCounty Link
    ADA/Customer Service
    305 Heatley Street
    Moncks Corner, SC 29461

14. What Are TriCounty Link's Rider Policies?

    TriCounty Link's rider policies are as follows:

    • All personal items must be secured.
    • All passengers are required to comply with safety rules.
    • Passengers are not allowed to eat, drink or use tobacco on any TriCounty Link buses.
    • With the exception of communication devices for people with disabilities. loud volume emitted from audio or electronic is not permitted. Please wear headphones when using these devices.
    • TriCounty Link has a no pet policy. Only ADA designated service animals are permitted on all buses.
    • Seats identified with the international symbol of accessibility in the front of the bus are reserved for our disabled and elderly riders.
    • All passengers are expected to exhibit appropriate behavior while riding on TriCounty Link vehicles. Fighting, throwing items, pushing, shouting, spitting, rough behavior and vulgar language will not be tolerated.
    • All firearms, weapons of any type, hazardous chemicals, flammable liquids, explosives, acid, and any other articles or materials likely to cause harm to others are strictly prohibited on all TriCounty Link buses. If you suspect anything suspicious, please notify the bus operator immediately.
    • Dangerous behavior or physical or verbal abuse towards drivers or other passengers on the vehicle are grounds for immediate refusal of service.
    • For the comfort and health of all riders, personal hygiene should be maintained within acceptable standards.
      
      
15. Travel Training

    TriCounty Link provides a service called "Travel Training" that may assist you in learning how to effectively use our regular flag-stop system for some of your travel needs without affecting your TriCounty Link ADA eligibility. The flag-stop system offers much more flexibility for many disabled travelers. The travel trainer will train you on how to use the TriCounty Link system. Please contact us at
    
    Telephone: 843-899-4096
    Toll Free: 800-966-6631
    TDD/TTY SC RELAY 7-1-1
    
    if you are interested in our travel training program.

16. Bus Driver Responsibilities

    TriCounty Link bus drivers are trained to safely assist all passengers. The TriCounty Link ADA deviated route service will assist you within the 3/4 mile deviated parameters. Vehicles are required to stay on public property. If you are connecting and are unable to stay alone, please notify TriCounty Link when scheduling your ride. If you need additional assistance a personal care attendant may travel with you free of charge.

This brochure is available in alternative formats upon request.
Information effective March 2012.
www.ridetricountylink.com
Telephone: 843-899-4096 or Toll Free: 800-966-6631
TDD/TTY SC RELAY 7-1-1

TriCounty Link is committed to ensuring that no person is excluded from participation in, or denied the benefits of its transit services on the basis of race, color, or national origin, as protected by Title VI of the Civil Rights Act of 1964.