ENAccessible Services
SacRT is dedicated to providing accessible transit options for individuals with disabilities and seniors, ensuring a seamless travel experience across its services.
About SacRT's Accessible Services
SacRT’s Accessible Services are dedicated to ensuring all passengers can navigate the system with ease and confidence. By offering a range of accessibility features across buses, light rail, and paratransit services, SacRT emphasizes its commitment to civil rights and equal access to public transportation.
All applicants for SacRT GO paratransit service must meet the federal requirements of the Federal Transit Administration (FTA) Americans with Disabilities Act (ADA) guidelines. An applicant’s functional ability to use accessible buses and light rail trains is the determining factor. All ADA eligible clients are required to pay fare; there are no SacRT ADA paratransit discounts based on income.
ADA paratransit information can be provided to you in a variety of accessible formats such as diskette/CD, audio tape, braille, or large print. If you need any ADA paratransit written information provided to you in one of these accessible formats, please contact the Accessible Services department at 916-321-2877, Option 2 then Option 1.
Reasonable Modification Policy
SacRT prioritizes accessibility and is open to modifying its policies and procedures to ensure services are inclusive for those with disabilities.
To request a modification on any SacRT transit mode, contact the ADA Compliance Officer via phone at 916-321-BUSS (2877).
Selecting options 2 then 1, or email at accessible@sacrt.com. Alternatively, the Customer Advocacy department can be reached by calling 916-321-BUSS (2877) selecting options 3 then 6 or emailing customeradvocacy@sacrt.com
SacRT GO Paratransit Service
SacRT GO paratransit services is door-to-door, shared-ride transportation for individuals who are unable to use the SacRT’s light rail and bus system (also referred to as Fixed-Route), either all of the time or some of the time, because of a disabling condition. This service, complies with civil rights for accessible transit. Applicants must meet ADA requirements and complete our eligibility determination process.
Eligibility
If you feel that you may be eligible for ADA paratransit service, you must apply through SacRT’s Accessible Services department and be determined eligible for the service according to FTA ADA guidelines.
- Riders must meet ADA requirements and complete our eligibility determination process.
Schedule
SacRT GO operates seven days a week, including holidays, mirroring service within a 3/4 mile radius of SacRT routes. Provides travel times comparable to standard transit, including wait times and transfers.
Fare
Exact fare of $5.00 for each one-way trip is required upon boarding; drivers do not give change. Two limited ride paratransit monthly pass options are available, each cost $137.50.
Service Area
SacRT’s GO ADA paratransit service area provides paratransit service to locations within a 3/4 mile radius of SacRT’s bus routes and light rail stations during regular service hours.
SacRT GO’s service hours, shadow SacRT’s fixed route bus and light rail services. Travel from 4:30 a.m. to 1:00 a.m.
Book a Ride
To book a ride with SacRT GO, dial 916-321-BUSS (2877) and select option #2, 2. Our dedicated team is available from 7:00 a.m. to 5:00 p.m. to assist you.
- Booking is available up to two days in advance until 5 p.m. the day prior.
- Passengers can schedule up to two days prior to when they want to take their trip, however they must be scheduled up to 5 p.m. the day before.
Rider Guide
This Rider’s Guide is available online or in large print, braille, Spanish, on CD, or audio tape, by calling SacRT’s Accessible Services at 916-557-4685 or 7-1-1 for the hearing impaired.
Learn more about SacRT GO paratransit service.
ADA Paratransit Eligibility Requirements
How Does SacRT Determine Eligibility for ADA Paratransit Service?
On September 6, 1991, the United States Department of Transportation issued final regulations under the Americans with Disabilities Act (ADA). These regulations are quite specific in defining who is eligible for this specialized service. A person must have an actual physical, visual, or mental functional limitation which causes him or her to be unable to use accessible fixed-route transportation. The diagnosis of a potentially limiting illness or condition is not sufficient for paratransit eligibility.
The ADA law says the following factors must be considered in determining ADA paratransit eligibility:
- A person’s disability and functional abilities
- Accessibility of the fixed-route system
- Architectural barriers*
- Environmental conditions*
*A person’s age, the distance to bus stops, weather, and environmental barriers do not, alone, establish eligibility.
What Constitutes a Disability?
The ADA defines a disability as a physical, visual, or mental impairment that substantially limits one or more of the major life activities of an individual. Major life activities include caring for oneself, performing manual tasks, walking, seeing, hearing, speaking, breathing, learning, and working.
Understanding the Eligibility Process
Who is Eligible?
You may be eligible for ADA paratransit service if, because of your specific disability or health-related condition:
- You are unable to travel to or from transit stops or stations within the service area; or
- You are unable to independently board, ride or exit an accessible fixed-route (bus or light rail) vehicle; without assistance (except the operator of a wheelchair lift or other boarding assistance device), to board, ride, or disembark from any vehicle on the system which is readily accessible to and usable by individuals with disabilities.
How Do I Apply?
The online application is a 3 Step Process:
- Step 1 requires the Professional Verification Form to be downloaded and printed. It must be completed by your physician or other professional.
- Step 2 requires that completed Professional Verification Form to be uploaded to the online application in order be considered.
- Step 3 requires you to fill out the application for ADA paratransit service, then submit.
If you think you are eligible for ADA Paratransit Service, fill out an application online here:
Or Call SacRT’s Accessible Services Office at
- (916) 557-4686
- 711 for the hearing impaired and ask to be mailed or emailed an ADA Paratransit Application
Let them know if you need the application in an alternative format such as large print, audio tape, Braille, etc. If you have questions about the application form or need help filling it out, call the Accessible Services Office for assistance.
Notify SacRT Accessible Services of Changes to Your Information for Eligibility
Please call SacRT's Accessible Services at 916-321-BUSS (2877),
option #2, 1; if reported to a Reservationist, option #2,2, if there is a change in the following:
- Your address or telephone number
- Your emergency contact’s name or telephone number
- The type of mobility device you are using
(including the weight when occupied and measurements) - Your physical or mental condition
- Your need for a personal care attendant
- Your need for subscription service
When a person is certified as eligible for ADA paratransit service and does not use the service for 12 consecutive months, they are considered an “inactive” customer, and the file is “archived.” If a reservationist informs you that you are an inactive customer, you will be asked to contact SacRT’s Accessible Services at 916-321-2877 (BUSS) for further information.
SacRT GO Visitor Eligibility
Documentation Requirements
Visitors who present documentation that they have been ADA paratransit certified in the jurisdiction in which they reside, shall be provided ADA paratransit service in SacRT’s service area. Visitors that are unable to present ADA paratransit eligibility documentation will be required to provide proof of place of residence and, if the visitor’s disability is not apparent, of their disability.
At the time of making your trip request, let the reservationist know that you are visiting from another area and include which ADA paratransit system you have been certified for, if applicable. If you require ADA paratransit service beyond the 21-day limit, you must become locally certified.
Service Period & Application Process
Short-Term Use: Eligible visitors can use the service for up to 21 calendar days each year.
Extended Stay: For stays beyond 21 calendar days each year, visitors need to apply for continued access to SacRT’s ADA paratransit services.
For more information on Visitor Status with SacRT call 916-321-BUSS (2877), choosing options 2 then 1.
Vehicle Accessibility
SacRT ensures vehicles are accessible for all mobility needs
with features like ramps/lifts and priority seating for a seamless journey.
Buses
SacRT buses are designed with accessibility in mind, featuring low floors, ramps, and kneeling capabilities to accommodate passengers with mobility devices or mobility-related issues.
Mobility Device Securement
Onboard Assistance
Operators can help assist with the use of ramps, lifts, wheelchair securement, fare transactions, boarding, exiting, and navigating obstructions.
Safety First for Scooter Users
Safety Compliance
Passengers unwilling to permit securement of their mobility device may be denied service.
Priority Seating
Stop & Route Announcements
Light Rail Vehicles
For SacRT light rail travel, all stations except 12th & I (north-bound to Watt/I-80 only) are fully accessible with ramps or lifts.
Boarding on Low-Floor Trains
Riders using mobility devices or unable to step into the train from the platform into the train, should deploy the ramp available at the two middle doors on the low-floor trains.
Boarding on High-Floor Trains
Riders using mobility devices, or are unable to climb stairs, need to board the train using the mini-high ramp. Approach the boarding ramp and wait behind the safety strip until the train arrives and the operator deploys the boarding ramp.
Safety Compliance
Passengers unwilling to comply with the securement policy may be denied service.
Priority Seating Area
Priority seating area is reserved for individuals with disabilities and seniors, as required by law.
Stop & Route Announcements
Service Animals
SacRT is committed to taking reasonable measures to ensure all members of the public are able to utilize SacRT’s
public transportation service and facilities with ease and comfort. Service animals provide important assistance to individuals
with disabilities and are welcome at SacRT facilities and on board SacRT buses, light rail vehicles, paratransit and SacRT Flex.
What Qualifies as a Service Animal?
- A service animal is a guide dog, signal dog, or other animal individually trained to work or perform tasks for an individual with a disability. An individual may have more than one service animal.
- A service animal must always be under the control of the handler. A service animal must be harnessed, leashed, or tethered unless these devices interfere with the service animal’s work or the person’s disability prevents use of these devices. In that case, the person must use voice, signal, or other effective means to maintain control of the animal.
- A SacRT representative may ask (1) if the animal is a service animal required because of disability and (2) what task the animal has been trained to perform. However, a service animal requires no special tag, identification, certification, papers, harness, vest, cape, or pass.
- SacRT may refuse to transport service animals that are deemed to pose a direct threat to the health or safety of drivers or other riders, create a seriously disruptive atmosphere, or are otherwise not under a passenger’s control. An individual is not denied access if their service animal is denied access.
SacRT Service Animal Policy
Animals posing a safety risk or not under control may be denied transport, without affecting the individual’s access.
See SacRT’s Ordinance Prohibiting Specific Acts Committed In or On SacRT Vehicles or Facilities for more information.
Examples of specific work or tasks that service animals are trained to perform:
- Guiding individuals with visual impairments.
- Providing minimal protection or rescue work.
- Fetching dropped items for an individual with a disability.
- Reminding individuals with depression or other psychiatric conditions to take their medication.
- Pulling a wheelchair.
- Alerting individuals who are hard of hearing or deaf to intruders or sounds.
- Alerting individuals with seizure disorders to an oncoming seizure, or responding to a seizure.
- Sensing an anxiety attack is about to happen and taking specific action to help avoid or lessen the impact of the attack (commonly known as a “psychiatric service animal”).
What is NOT a service animal?
- Pets are not service animals.
- Emotional support, therapy, comfort, and companion animals are not service animals. “Emotional support, therapy, comfort, and companion animals” refer to when an animal’s only function is to provide emotional support or comfort just by being with a person. Such animals do not qualify as service animals under the ADA because they have not been trained to perform a specific job or task.
Non-service animals are allowed IF:
- Enclosed in a secure cage or carrier on the lap.
- Not disruptive or pose a risk to others.
Penalties for Transporting a Non-Service Animal
Fines up to $75 for the first violation and up to $250 or community service for further violations.
Mobility Advisory Council
Website Accessibility
If you have a disability and the format of any material on our website interferes with your ability to access some information contained on our site, please email to webmaster@sacrt.com. The webmaster will refer your request to the appropriate Department or program for assistance. To enable us to respond in a manner that will be of most help to you, please indicate the nature of the accessibility need, your preferred format (electronic format, large print, etc.) the web address of the requested material, and your full contact information so we can reach you if questions arise while fulfilling your request.
Notice Of Grievance Procedure
ADA Fixed Route Complaints Notice & Grievance Procedure for Complaints of Discrimination Based on Disability
- SacRT has established a process for investigating and resolving complaints alleging discrimination based on disability regarding SacRT services, programs, and facilities pursuant to 40 CFR*27.7; 28 CFR ** 35.130, 35.140, 35.149. These regulations implement provisions of Section 504 of the Rehabilitation Act of 1973 and Title II of the Americans with Disabilities Act of 1990. This Notice and Grievance Procedure is adopted pursuant to 28 CFR*35.107 and 49 CFR*27.13. Copies are available at SacRT’s main office and Downtown Service Center
- SacRT’s ADA Compliance Officer or his/her designee shall be responsible for overseeing investigations and responses to complaints of discrimination based on disability. Upon request, SacRT shall provide complainants the name and phone number of the SacRT employee responsible for investigating the complaint. Required Information: Complainant’s name, address, phone number, route number, date, time, location, direction and details. Complaints with incomplete information may result in delayed investigations and responses
SacRT cannot respond to complaints without the complainant’s mailing address. How to File a Complaint: Complaints regarding prohibited discrimination based on disability may be submitted to SacRT as follows:
- By Telephone to SacRT’s Customer Advocacy Department, 916/557-4545, TTY 916/557-4686 for the hearing impaired.
- In Writing to the Customer Advocacy Department, Regional Transit, P.O. Box 2110, Sacramento, California 95812-2110. Passenger Service Report (PSR) forms are also available upon request.
- In Person at SacRT’s main office, 1400 29th Street (corner of 29th & N Street), 9 a.m. to 5 p.m., Monday through Friday. PSR forms are available, or complaints may be given verbally to a Customer Advocacy Representative. It is advisable to call SacRT in advance to schedule an appointment at 916/321-2877, Option 3, then Option 6. SacRT’s Customer Advocacy Representatives will take complaints from the public by phone or in person. The Representative will offer instructions on how to file a written complaint.Before concluding the interview, the Representative will ask if the complainant wishes to have the information reviewed for accuracy and will make any requested corrections.
Acknowledgement of Complaint Receipt:
Within seven days after receipt of the complaint, a letter will be sent to the complainant that includes all the following:
- Acknowledgement that their complaint has been received and forwarded for investigation.
- The date by which a response will be sent to the complainant.
- How to contact SacRT if the complainant does not receive a response be that date.
- Investigation of Complaint: The designated SacRT employee will investigate the complaint and respond in writing within a reasonable time, not to exceed 30 days from receipt of the complaint. The response will set out a process for resolution of the complaint. If no action is taken, the response will state the reasons for the decision and the procedures for the complainant to appeal the decision. (SacRT employee personnel files are confidential; therefore, specific information on disciplinary actions resulting from complaints will not be divulged.) Appeal of Decision: If the complainant wishes to appeal SacRT’s decision, the complainant shall make a request for a hearing in writing or other fixed format (such as audio tape) within 30 days from receipt of the response.
The complainant shall submit the request for a hearing to the SacRT General Manager/CEO, either by mail to P.O. Box 2110, Sacramento, CA 95812-2110, or in person at 1400 29th Street. The complainant may use a SacRT appeal form which is available by mail or in person from SacRT’s Accessible Services office, which can be reached at 916/557-4685, FAX 916/455-3924. Appeal Process: Within 15 days from receipt of the request for hearing, the General Manager/CEO or his/her designee (who has not previously been involved in the investigation of the original compliant) shall schedule a meeting to hear the complaint. The meeting shall be held at an accessible location within 30 days from receipt of the request for hearing. If desired, the complainant may be represented by a person of his/her choice. The General Manager/CEO or his/her designee shall issue a final determination in writing within 21 days after the meeting.
Time Limits: The parties may extend any time limit set out above by written agreement.
Click here to access SacRT’s Notice and Grievance Procedure for Complaints .
If you would like to submit a complaint please click here.