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Handi-Ride/Paratransit

Handi Ride

In the cities of Chesapeake, Hampton, Newport News, Norfolk, Portsmouth and Virginia Beach, Hampton Roads Transit provides lift-equipped van service commonly known as Handi-Ride.

Telephone Directory

Fixed Route and Half Fares (757) 222-6100
Certification Department (757) 222-6087
HRT TDD Line (757) 722-8427
Scheduling Department (757) 455-8010

We Want Your Input

Click the Accessibility Survey and tell us what bus stop is not accessible to you because of your disability.

To commend us, offer suggestions, or express your concerns about our Paratransit services, please visit contact us by one of the following ways:

  1. Visit us online at http://www.gohrt.com/contact/customer-support/
  2. Call (757) 222-6100 or TDD: (757) 722-8427
  3. Write to us at:
    Hampton Roads Transit
    Attention Customer Service
    3400 Victoria Boulevard
    Hampton, VA 23661

Services

To learn more about this service, please click on one of the below topics.

Eligibility

Get Involved

City Accessibility

http://www.gohrt.com/contact/related-websites/

What is Paratransit Service?

Paratransit service is a complementary service that works side-by-side with our fixed route transit service as a “demand-response” service in which an eligible customer must reserve a trip in advance. Complementary service is not a complimentary, or free, service as there is a fare required for each ride, the same as our fixed-route transit service. Paratransit service exists and is federally mandated because of the American with Disabilities Act (ADA) of 1990. People with disabilities are entitled to the same public transit opportunities that everyone else uses and enjoys. Hampton Roads Transit’s Paratransit service is called Handi-Ride and is a shared ride service. The service we provide is a curb-to-curb service, not door-to-door. back to the top

What is Fixed-Route Service?

This service system is the most affordable means of transportation available to the public and commonly known as the bus system but also includes the Ferry and the Tide light rail. Persons with disabilities may qualify for half fares and any senior over the age of 60 automatically qualifies to ride the fixed route service for half fares. All of our fixed route vehicles are wheelchair accessible and you do not need to make a reservation as you need to do with Handi-Ride. For more information, call (757) 222-6100 or click on the following: Accessibility, Fares, or Bus.

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Service Provider and Vehicles

MV Transportation is the contracting company that handles all of the daily operation, scheduling, and ticket sales for Handi-Ride. Handi-Ride currently services passengers using three vehicle types; Handi-Ride accessible lift vans, accessible taxi cab vans, and taxi cab sedans. Handi-Ride passengers are accommodated by any one of the three vehicles in accordance with their specific needs and necessary mobility aids. back to the top

Service Area and Operation Times

Handi-Ride services the cities of Norfolk, Virginia Beach, Portsmouth, Chesapeake, Hampton and Newport News. Handi-Ride operates during the same hours and days of operation as the regularly scheduled fixed route service which varies according to each route. In addition, Handi Ride only services areas within a 3/4 mile radius of any fixed route. This means that your pickup and drop off location must be within a 3/4 mile radius of any fixed route service in order for Handi-Ride to serve you. If your pick-up or drop off location is not within a 3/4 mile radius, and you are eligible for Handi-Ride service because of your disability, you must find alternative means to be picked up or dropped off within the 3/4 mile radius in order to be served by Handi-Ride. Eligibility or service area alone is not a guarantee for service. You must meet both eligibility and service qualifications in order to use Handi-Ride. back to the top

Suffolk Residents

Because the city of Suffolk no longer utilizes Hampton Roads Transit public fixed route service, Handi-Ride no longer services the city of Suffolk. Handi-Ride may only serve within a 3/4 mile radius of any Hampton Roads Transit fixed route service. For transportation assistance in the Suffolk area, please visit http://www.suffolkva.us/pub_wks/transit.html or call (757) 963-9227. back to the top

Service Between Southside and Peninsula

Handi-Ride vehicles will not travel directly from one side to the other. Should a passenger need to travel between the Southside and the Peninsula, a Handi-Ride vehicle will pick the passenger up at their pickup location on one side and bring them to the accessible MAX fixed route bus for transfer. The MAX bus will transport the passenger to the opposite side of the water where a Handi-Ride vehicle will meet with them in Newport News, Hampton, or Norfolk transfer location to continue onto the end destination. This trip will be explained to you when reserving your ride. back to the top

Fares and Tickets

The one way fare for Handi-Ride is $3.00 and each trip is to be paid for separately. Handi-Ride accepts exact cash fare or pre-purchased tickets only. Passengers are expected to pay when boarding. Handi-Ride operators cannot make change; nor can we accept credits, vouchers and/or insurance. Customers may purchase ten ride ticket books though MV
Transportation or at any participating Farm Fresh. To inquire about or to purchase a ten ride ticket book, please call (757) 455-8010 or click the MV Order Form. back to the top

Passenger’s Rights and Responsibilities

Under Hampton Roads Transit’s Unified Service Plan and Policy, Handi-Ride passengers have the following rights:

  • Courtesy and respect from public transit personnel, including timely phone service and accurate information
  • Service comparable to fixed route
  • Information available in accessible format(s)
  • Open public involvement process for changes in service or fares
  • Reasonably well-maintained vehicles

Handi-Ride passengers have the following responsibilities:

  • Respect for other passengers and public transit personnel
  • Obey vehicle and service rules, including but not limited to:
    • No eating, drinking or smoking
    • Curb-to-curb service
    • Comply with service rules for scheduled pickup time
    • Keep service animal under control
    • Schedule and use Paratransit service only when fixed route service cannot be used because of disability
    • Limit “no shows” and late cancellations since these affect the availability and timeliness of service to others.
    • When using audio or video devices, please use earphones; loud music will not be tolerated on any HRT vehicle
    • When using cell-phones, please talk quietly

For the full policy, please click Unified Service Plan and Policy. back to the top

Riding With Carry-On Items

Each certified rider is limited to 2 grocery bags or similar sized carry-on packages. Operators are not required to carry packages for anyone. Travel carts must have the capability to be folded. back to the top

Driver Assistance

Drivers are required to offer assistance with stability when boarding or exiting a vehicle, secure your wheelchair/scooter, and secure your seatbelt or safety harness. Drivers are not required to assist in the operation of mobility devices at any time or act as a personal care attendant. Drivers are also not permitted to assist with or handle service animals. Because Handi-Ride is a curb-to-curb service, drivers are not required to assist you to or from your door. Drivers have no medical certification to be able to assist in any medical situation other than dialing 911. It is recommended that the certification department has on file a current emergency contact for you. back to the top

Personal Care Attendants and Companions

Personal Care Attendants (PCAs) are for the personal assistance of a disabled passenger and are not provided by Hampton Roads Transit. Passengers traveling with a PCA are not required to travel with the same PCA for every trip taken. A PCA needs no formal certification or identification to be recognized for free ridership in order to assist a disabled passenger. However, any disabled passenger accompanied by a PCA must be approved for such status through Paratransit eligibility and must first present his or her issued Paratransit Eligibility card with PCA status when boarding. If the passenger fails to provide to the operator proof of an approved PCA status, the person accompanying the passenger will be considered a companion and will be charged the full applicable service fare of $3.00 per one way. There are no exceptions to this. Proper identification and declaration of PCA status must be presented to all Hampton Roads Transit operators for passengers to board since not all disabilities are obvious.

Note: Please inform the reservationist when scheduling your ride of any mobility aid(s) your PCA or companion may have. back to the top

Riding with Service Animal

Trained service animals boarding any Hampton Roads Transit service are free of charge and are not limited to any specific breed. A permit is not required, however you may be asked to confirm that your animal is a service animal. You are responsible for the care and supervision of your service animal at all times. Drivers are not permitted to assist with or handle service animals. Drivers may exclude a service animal from any service or Hampton Roads Transit facility or vehicle when that animal poses as a direct threat to the health and/or safety of others.

Service animals are permitted on any and all Hampton Roads Transit services by following these guidelines:

  • Your animal must be on a leash, or in a closed carrier, and remain under your control at all times.
  • Your animal must not be aggressive toward people or other animals on board and must display appropriate behavior at all times.
  • Your animal must remain at your feet or on your lap for the entire trip and is not permitted to sit on a vehicle seat.
  • Your animal must be housebroken as you are responsible for any damage or soiling caused by the animal.

Please note: As stated in the most recent amended ADA regulations, the definition of a service animal will be as any dog; therefore any other animals will not be recognized as a service animal. Please visit
http://www.ada.gov/service_animals_2010.htm for full details. back to the top

Seatbelt Recommendations

Seatbelt use is recommended in all vehicles that are so equipped. Drivers are required to assist any passenger that requests seatbelt use who cannot secure themselves. back to the top

Ride Times and Pickup Window Times

Handi-Ride is a shared ride service so passengers will likely be riding in the same vehicle together. A ride time refers to how long each passenger may be riding in a Handi-Ride vehicle until they reach their personal destination. The total ride time for Handi-Ride passengers is currently 90 minutes. This means that you may be traveling in the vehicle for up to 90 minutes before reaching your destination. Please plan your trips with this in mind and ensure you have designed your trips to include ride time in order to reach your destination on time.

A pickup window time is a 30-minute window, or time period, within your requested scheduled trip pickup time that a driver may arrive. This means that the driver will not arrive at an exact time, but rather arrive within a 30-minute window time and be considered on time. For example, if you ask to be picked up at 11 a.m., your ride will be scheduled to arrive between 10:45 a.m. and 11:15 a.m. and be considered on time. You must be ready to board at any time within your 30-minute pickup window time.

Wait time refers to the amount of time a driver is required to wait for the passenger to board or be ready to board the vehicle at curbside. Drivers are required to wait a total of 5 minutes upon arriving within or after the pickup window time at the scheduled pickup location. Once the driver has completed the wait time, he or she will continue on their route and the passenger will be considered a no-show. back to the top

How to Schedule a Ride

Handi-Ride service is a reservation only service and will not accommodate same day service requests. In order to ride Handi-Ride, you must be certified and schedule your trip(s) in advance.

Handi-Ride reservationists are available Sunday through Saturday from 8am-5pm. Your trip must be scheduled by 5pm the day before you wish to ride. For example, if you wish to ride on Thursday, you need to call on Wednesday by 5pm.

Reminder: Return trips are not automatically scheduled for you.

To schedule a trip you must have your Handi-Ride identification number ready and call (757) 455-8010. Be sure to request and save a confirmation number from the reservationist. If you will be riding with a personal care attendant (PCA) or companion (guest), please tell the reservationist. back to the top

How to Arrange Subscription Service

This service is offered to any customer who travels from the same location to the same destination at the same time of day for each trip at least one day a week. These trips are prescheduled and you will need to call if you wish to cancel or request a hold on these trips otherwise they will continually re-occur. To arrange for or change subscription service, please call (757) 455-8010 between the hours of 8am-5pm. back to the top

How to Cancel a Ride

Should a Handi-Ride passenger need to cancel their trip, they will need to do so at least 2 hours prior to the start of the 30-minute pickup window time or it will be considered a Late Cancellation violation. To cancel a trip, you will need your Handi-Ride identification number and call (757) 455-8010. When speaking with a representative, be sure to request and save a confirmation number when cancelling your trip. Should you need to cancel your trip before 8am or after 5pm, you may call the same number and leave a voicemail stating your identification number, name, and the trip information you would like to cancel. No confirmation number will be issued during those hours.

Reminder: Return trips are not automatically cancelled. To avoid a violation you must also cancel your return trip if there is one scheduled. back to the top

What to Do If Your Ride Is Late

To inquire about your ride, you must call (757) 455-8010. back to the top

No-show and Late Cancellation Policy

Missing or cancelling a scheduled trip late may result in loss of your Handi- Ride service. When missed trips occur, they are classified as a No-Show or Late Cancellation. You are considered a No-Show for a trip if you fail to board or fail to be ready to board the vehicle after the driver has waited the 5 minutes within the on-time pickup window for that trip. You are considered a Late Cancellation if you fail to cancel your scheduled trip at least 2 hours prior to that trips pickup window start time. In accordance with Hampton Roads Transit’s No-Show and Late Cancellation Policy, any Handi-Ride client is subject to sanction(s), or enforcement(s), for violation of the policy. Should any Handi-Ride client establish a practice or pattern of excessive no-shows and/or late cancellations, that client shall be suspended and all fares for missed trips are owed. Should a Handi-Ride client have any combination of three Late Cancellations and/or No-Shows in any consecutive three month period or less, a sanction will be imposed and mailed to you as follows:

  • 1st time Violation = 14 day suspension
  • 2nd time Violation = 30 day suspension
  • 3rd time Violation = 90 day suspension
  • 4th time Violation = 365 day suspension

For the full policy, please click No-Show and Late Cancellation Policy.

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Notification of Suspensions

Should any client be in violation of the No-Show and Late Cancellation Policy, they will receive a notification of suspension letter titled “ADA Complementary Paratransit Service Sanction Notice”. This letter will list each missed trip violation with an explanation of the process. back to the top

Preparing for Your Trip

  1. Be sure to have with you the scheduling number (757) 455-8010 should you need to cancel your return trip or check on a trip later on in the day.
  2. Be ready to board the vehicle at curbside at any time during the duration of your scheduled 30-minute pickup window time.
  3. Make sure you have your exact fare or ticket ready before boarding.
  4. When the vehicle arrivals, present to the driver your Handi-Ride identification card and pay the fare when boarding.

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Right to Appeal

You reserve the right to appeal eligibility determinations as well as any proposed sanctions against you. You have 60 days from the date of your determination or sanction to appeal. To inquire about the appeals process, please click Appeals Guide.

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Policies

Please click any of the following to view the policy in full:

Do I Qualify?

Paratransit service is mandated for persons with disabilities who are unable to use the fixed-route system because of their disability. Disabilities may or may not be visible so any type of disability may be considered and therefore establish no set criteria. However, please keep in mind that mobility aids, such as wheelchairs, do not automatically qualify someone to use this service. All HRT bus, ferry, and rail vehicles are equipped to accommodate most wheelchairs and other mobility aids which enable wheelchair users to use the fixed route system. To ensure proper eligibility and use of our Paratransit service, you are required to provide details pertaining to your disability as well as a minimum of one medical professional contact that is familiar with your disability for verification. We encourage you to read through the entire webpage content provided here to obtain a thorough understanding of this service. back to the top

Eligibility Determinations

There are 3 categories to which a determination is generally made.

  • Category 1 = Unconditional Eligibility
    This determination is made for persons who cannot navigate the fixed-route public transit system independently without the assistance of another individual.
  • Category 2 = Conditional Eligibility
    This determination is made for persons who are able navigate the fixed route public transit system on a conditional basis. Conditions that may notbe navigational for these persons may be certain weather or accessibility to/from the bus stop. In these cases, a conditional eligibility would be determined so the person may use Paratransit during those certain weather conditions or to/from a bus stop which they would then be able to use the fixed-route public transit system.
  • Category 3 = Temporary Eligibility
    This determination is made for person’s who may have a temporary disability which is expected to change over a period of time. It may also be granted if the user is a visitor from another region and has already been approved for Paratransit service in their place of residence.

If none of these categories apply, you may be determined ineligible for the service. back to the top

How to Apply or Recertify

You must be certified in order to use Handi-Ride. A complete application is required for new applicants and those needing to apply for recertification. A minimum of one medical, rehabilitative and/or healthcare professional must
be listed as a reference on your application. A Functional Assessment and in-person Eligibility Interview at one of our designated Hampton Roads Transit facilities may also be required. Applicants may apply one of three ways:

  • Apply online by clicking Apply For Handi-Ride
  • By faxing your completed application to (757) 222-6025.
  • By mail, by sending your completed application to:
    Hampton Roads Transit
    Attention: Handi-Ride
    3400 Victoria Boulevard
    Hampton, VA 23661

NOTE: Your application must be complete and signed in all signature areas or it will be returned to you. back to the top

What Happens After I Submit My Application?

After submitting your completed application, please allow 5 business days for processing then call (757) 222-6087 to speak with an eligibility specialist. back to the top

What If I Need Transportation to My Interview?

If you need transportation to and from the interview, please inform your eligibility specialist know when scheduling your interview. back to the top

What Happens After My Interview?

Once your interview process is complete, your eligibility specialist has 21 days from the day of your interview to make a determination. If no determination has been made, you will be presumptively eligible until a determination is made. Should your 21 days occur and you have not received a determination, please call (757) 222-6087 to speak with your eligibility specialist. back to the top

How do I Update My Contact Information?

It is extremely important and the responsibility for all Handi-Ride clients to keep their contact information current so that they receive any and all information regarding Handi-Ride service and eligibility. To make a change in your address and/or phone number, please click the Change in Certification Form.

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How Do I Update My Mobility Aid Information?

In order for Handi-Ride to accommodate your disability, you must always update any changes regarding your mobility aid. To make a change to your mobility aid information please click the Change in Certification Form.

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Visiting Hampton Roads?

To help us provide service during your stay please have your present service provider fax your current eligibility information to (757) 222-6025. Following, please call (757) 222-6087 to provide the following information:

  • Date(s) service is needed
  • Local address for stay
  • Date of Birth
  • Contact phone number

As a visitor, all Hampton Roads Transit Paratransit Handi-Ride service policies and procedures are to be followed. Eligible visitors may use Handi-Ride service for a total of 60 days per year. Beyond those 60 days will require the standard eligibility process for permanent Handi-Ride use.

For information in alternative format, please call the Paratransit Department at (757) 222-6087 or email us at paratransitdept@hrtransit.org. back to the top