SacRT Go Virtual Open House March 11 Q & A Summary

March 17, 2021 General

Is there any chance to get pickup times after 10:30PM with SacRT GO in the future?

SacRT GO paratransit service is available while a regular fixed route or light rail service line is running. If either end of your trip starts or ends along an active bus route or light rail line, you can reserve a ride as late as 12:30AM or as early as 3:30AM.

Are you working on an app for SacRT GO?

Yes. We are currently doing testing on the app and hope to have it available soon. 

Just wanted to say that this program has been invaluable to my family since my child was diagnosed with cancer and we have no car yet we must travel across town to the hospital every week. The van is great since it comes with a lift to get her wheel chair on and off and I am allowed to ride for free as her aide. The drivers have all been polite and helpful.

Thank you for this comment. We appreciate any feedback we receive. 

Any future planning for Roseville hospital trips for people not in Citrus Heights area?

Currently that service is not available outside of Citrus Heights residents, this is an agreement with Roseville Paratransit since that location is in their jurisdiction. Transfers between Roseville Paratransit and SacRT GO are still available. 

Although there is a lot of signs on buses and lite rail trains that mask wearing is mandatory…..it is NOT being ENFORCED. On a chronic basis there are RT passengers who wear a mask entering the bus/train and then deliberately pull their mask down under their chin.  Whenever I have asked the Fare Inspector or driver to instruct the non compliant passenger to pull up their face mask to cover their nose and mouth – RT staff REFUSES and rolls their eyes and tells me “Nothing I can do about that”.  I am a senior with many health conditions and decided to drastically reduce the number of public transit rides I do because RT drivers and fare inspectors REFUSE to enforce the mandatory mask wearing rule. Even worse, I have frequently seen RT drivers wearing their face mask pulled down under their chin. Very disappointing! I used to ride RT 4-5 days a week and now I only ride RT just once a week because I do not feel safe about Covid spreading on public transit.

SacRT takes your safety seriously. If a SacRT Staff on the bus or the light rail line does not assist you, please feel free to contact our customer service line. Those messages get sent directly to our leadership team to address with the staff. When calling Customer Service, please be ready with details on the route or line that you are riding, the time of day, and the day of the week. This information is also provided to our Safety and Security team for follow-up.

Is there an expiration on the monthly tickets?

SacRT GO has a 60-Ride Monthly Pass is for ADA service only. Full fare is required for additional ADA trips in excess of 60 during the calendar month (the pass is good for the calendar month). With the purchase of a monthly pass, an eligible paratransit client is also eligible to use SacRT Fixed Route, Paratransit, or SmaRT Ride for free.

Sorry for being late, and this Q might have been addressed earlier. Covid related: is there a max # of passengers allowed in the vehicle?

SacRT follows CDC guidelines; we currently allow up to 25% of capacity in our vehicles. 

When violent, disruptive passengers harass passengers and I ask the Fare Inspector or driver to call for the RT Police to come and intervene – RT staff REFUSES to be compliant and call for backup.   I have been told – “Unless someone has been stabbed or shot by a gun, we don’t call the RT police”.   How do you respond to the complacency about your staff refusing to call for RT Police to deal with violent, disruptive passengers who harass innocent passengers?

If you experience an issue where you need assistance from Police Service while on the system, you can use our Alert SacRT App/or call 916-556-0150. First, we ask to alert any SacRT employee; if the staff member does not assist, you can call the above number. If true emergency, please call 911.

i. live. in elk. grove. area.  E. tran. picks me. up. from. home. go. to. target. drop. off. then. Rt. go. picks me. up. takes me to. my. Destinton. .Rt. then picks. me. up. takes. me. pack. to. target. then. Etran. picks me up. cost. me. 17 00. Round Trip.  Why??

SacRT is continuing positive discussion with the City of Elk Grove regarding annexation of the City of Elk Grove’s Transit services, however there are a number of steps that will have to occur in order for the annexation to take place, including the approval of the annexation agreement by the City of Elk Grove and SacRT Governing bodies. We expect that the annexation agreement will be presented for approval by Spring of 2021. If this is approved and adopted by SacRT and the City of Elk Grove, the Transfer of Service will occur later in the year. For more information, please monitor our website for updates and items before the SacRT Board of Directors.

Part of the annexation of transit services includes regional trips for SacRT GO and E-Van riders.

Will paratransit be getting any funding in the new covid relief bill?

SacRT, as a whole, is receiving funding under the new bill. We have received CARES Act funding. We are expecting funding from the Stimulus Round two, and if there is a round three, we anticipate funding as well. SacRT is anticipating using the losses in fare revenue and the additional cost for cleaning and staffing that we encountered during the COVID pandemic.

Dan Thao – You gave me the run around regarding my concerns about RT drivers and Fare Inspectors refusing to call RT police when there is violence on the vehicle…..you refused to address a workplace culture of abject complacency by your staff when violence is happening on lite rail and buses…..Please talk about WHY this is your workplace culture?  I have been riding RT bus and trains for 30 years and 99% of the time, your staff refuses to call for RT police backup…..telling me to “use the app” or “call the cops yourself”……..Why do you avoid SOLVING the problems in your workplace culture and place the responsibility on the PASSENGER to call the RT police? Sounds like you are in DENIAL about violence that is not addressed on RT vehicles. 

If you experience an issue where you need assistance from Police Service while on the system, you can use our Alert SacRT App/or call 916-556-0150. First, we ask to alert any SacRT employee; if the staff member does not assist, you can call the above number. If there is a true emergency, please call 911.

Any trips to Rivercats games with Paratransit, when games open up?

Yes. Sutter Health Park is currently in our Non-ADA zone. When they open, we will be providing rides there.

Dan – I have reported these incidents to Customer Service, but I have not seen ANY change in your workplace culture…….as a result I have significantly reduced using RT and bought an electric scooter to get around 

If you experience an issue where you need assistance from Police Service while on the system, you can use our Alert SacRT App/or call 916-556-0150. First, we ask to alert any SacRT employee; if the staff member does not assist, you can call the above number. If true emergency, please call 911.

missed my. answer. on. my. question. lucky. larry.  please. yn. mute. me so. i. can .talk. Ty.

SacRT is continuing positive discussion with the City of Elk Grove regarding annexation of the City of Elk Grove’s Transit services, however there are a number of steps that will have to occur in order for the annexation to take place, including the approval of the annexation agreement by the City of Elk Grove and SacRT Governing bodies. We expect that the annexation agreement will be presented for approval by Spring of 2021. If this is approved and adopted by SacRT and the City of Elk Grove, the Transfer of Service will occur later in the year. For more information, please monitor our website for updates and items before the SacRT Board of Directors.

Part of the annexation of transit services includes regional trips for SacRT GO and E-Van riders.

I still have some coupons from Paratransit Inc — when do they expire, and if they do, how can I get them exchanged?

We have not put an expiration date on the coupons that were used prior to the transition to SacRT GO.

I often went to shows in the past before COVID, and the pickup time of 1030pm.  What if the show runs after the 1030. can we take light rail, and be picked up at a station like around midnight

Yes. Since the light rail is running, that would make this a valid ride for SacRT GO.

can students ride paratransit to school?

Yes, however the students would be dropped off at designated stops outside the school property. Also, the student must be an eligible rider. They can start the eligibility process by calling (916) 321-2877, option 2, then option 1. 

Will you be bringing back the program where Paratransit customers can ride RT for free?

SacRT GO has a 60-Ride Monthly Pass for ADA service. Full fare is required for additional ADA trips in excess of 60 during the calendar month (the pass is good for the calendar month). This pass also allows the rider to utilize fixed route (bus), light rail, and SmaRT Ride for free.

I just wanted to state, that I like the text feature of the eta of your ride

Thank you for your comment. To explain what this comment is about, there is a feature where you, as the rider, can receive a text message to inform you of the ETA of your ride when it is approximately 5-20 minutes away. To receive this, you must first have a phone that receives multimedia messages, or SMS, and you would have to call our Reservations Call Center at (916) 321-2877, Option 2, then option 2, to inform your us that you would like to sign up for text alerts. 

How many bags can I bring on board?

This is identified in the SacRT GO Rider’s guide; you may bring up to 3 small bags.

Can the driver give me change?

Drivers cannot make change. We encourage you to ride with exact fare or an alternative fare payment, like the single ride ticket or the monthly pass.

Any holiday or weekend restrictions?

SacRT GO operates the same holiday and weekend hours as our fixed route and light rail services. 

Any service animal restrictions?

You may travel with a service animal such as a guide dog or canine companion. The use of a service animal must be identified at the time of your eligibility assessment. All service animals must follow SacRT rules. Service animals must remain in a sit or down position, unless doing so would inhibit it from performing its’ task. Any service animal who is not under the control of its’ handler will not be allowed to ride. Emotional support and therapy animals must follow the rules related to pets. Small pets and other non-service animals may be carried on paratransit service vehicles only in properly secured containers or carriers. You are responsible for loading and securing the containers in paratransit vehicles. Operators are not permitted to assist in carrying the animal carrier/container. Please tell the reservationist when you book trips that you will be traveling with a service animal.

This information is can be located in the SacRT GO Rider’s Guide as well as our website at http://www.sacrt.com/accessible

I have a subscription ride to work but I am working at home right. How do I cancel for a date range?

You can contact our reservations at (916) 321-2877, Option 2, then option 2 to make changes to your subscription rides. 

Also is there any way someone can write the name of your reservation software vendor in the chat? If it’s legal of course. Thanks

SacRT GO’s reservations software is Ecolane.

Do non ada rides cost more?

No, SacRT GO’s fare is $5.00 for ADA or Non- ADA trips. 

Do the drivers know where to pick up and drop off for 420 I st?

SacRT GO has an extensive Site Assessment program. Any new location that is not in our database or questionable location will go through the site assessment program to determine the safest place to board and disembark our passengers. 

My son’s has a current Alta pass that allows him an attendant when needed, will that continue?

If he is in our system that he has an attendant, he may still ride with the attendant.

Will SacRT GO have Connect Card?

SacRT is actively looking for alternative electronic fare methods for the SacRT GO Service, being mindful of accessibility.

Will there be a pickup/dropoff site at the CalExpo Vaccination Site?

The Cal Expo site for the Sacramento County is a drive-in location only and the Kaiser site at Cal Expo is a standalone site that has not partnered with SacRT. We do have a special drop-off and pick-up location at Cal Expo for SacRT GO Paratransit Service customers. We are working closely with the county and partners to ensure transit services are as close as possible to different vaccination locations.

Will we be providing service to Anatolia?

This is something we are currently working on.

How can I purchase fare?

Fares can be purchased at our Customer Service and Sales Center at 1225 R St. Also, fare can be purchased over the phone at (916) 321-2877, option 2 then option 4.

How early can I ride?

SacRT GO ADA service is available while a regular fixed route or light rail service line is running. ADA service is within 3/4 miles of the active route or light rail run.

Please explain the pickup window?

When you call to reserve your ride, you will be given a 30-minute “pickup window” in which the vehicle will arrive. You will need to be ready at the beginning of your “pick-up window”.  For example, if your negotiated “ready time” is 8:00 a.m., your 30-minute “pick-up window” is 8:00 a.m. to 8:30 a.m. You will need to be ready to board at 8:00 a.m.  By being ready when the vehicle arrives, you help keep everyone’s trips on schedule.

I am a user of the “SacRT GO” service, and am interested in the service coming to Elk Grove. It was brought to my attention that in order for that to happen, that SacRT and the City must come to an agreement to “marry” – for lack of a better word, fully into the SacRT district, and that the existing conditions do not allow for “SacRT GO” to serve Elk Grove at this time. What is the progress report of a “proposed marriage” of Elk Grove going fully into SacRT in 2021?

SacRT is continuing positive discussions with the City of Elk Grove regarding annexation of City of Elk Grove transit services. However, there are a number of steps that will have to occur in order for an annexation to take place, including the approval of an annexation agreement by the City of Elk Grove and SacRT governing bodies. We expect that an annexation agreement will be presented for approval by spring 2021. If it is approved and adopted by SacRT and the City of Elk Grove, the transfer of service would occur later in the year. For more information, please monitor our website for updates and items before the SacRT Board of Directors.

With regards to the existing mask policy on Regional Transit combined with people now getting the vaccine, will folks who successfully get both booster shots to get them immune from the vaccine ultimately change the mask policy over the next several weeks or couple of months, or will riders likely be masking up for the next several years?

At this time, we have no plans to change the mask requirement on transit. In fact, the Centers for Disease Control (CDC) recently issued a mandate for riders to wear a mask or face covering while riding public transit. We continue to follow guidance from Sacramento County Public Health and the CDC to keep our employees and riders safe and slow the spread of COVID-19.

Do I have to wait an hour and a half between rides?

The hour and a half time is there to allow for unforeseen delays, including traffic and in-climate weather, between the riders drop-off and return trip. This ensures that riders have time at their destination before the driver shows up for their return ride.

Can I be picked up earlier?

The schedule does not allow for us to reschedule rides on the same day they are to be taken.

How much is fare?

A single ride is $5. A rider can pay using cash, a single ride ticket, or a monthly ADA Pass, which is $137.50. All fare media can be purchased at the Customer Service Sales Center on 1225 R St or calling the customer service line at (916) 321-2877, option 2 then option 4.

Can I be picked up from a different location on my return trip?

You may be picked up from a different location if the trip was initially scheduled to have a different pickup from the drop-off location.

Do you go to Delta Shores?

Delta Shores is outside of SacRT’s service area.

When will HART Coupons be available again?

The HART Program is a program that was provided by the City of Sacramento. We anticipate that when the City starts the program again, we can start accepting those rides again.

Can I book a ride for today?

SacRT GO does not provide same-day service, however, if there is a need for same day service, other services like SmaRT Ride is available. 

Will the bus wait for me if I go right in and right out?

The bus will wait for you only if your return trip is the next trip on that “route”. The buses have a set route they must take to ensure that all other riders are provided the service.

How is SacRT handling COVID-19?

SacRT is taking extraordinary measures to ensure the safety of our customers and our employees. Including fogging the vehicles daily and implementation of the No Mask, No Ride policy.

How many where at today at 10am session?

There were 22 participants at the 10:00AM Session

Debora Fuller wanted to attend the SacRT GO Virtual Open House meeting, but she can’t because she is not able to dial an extension, she is unable to use her limbs. Ms. Fuller requested a direct number back in July 2020, to dial for SacRT GO services so that she could have her care giver program the number into her phone. She reached out to Accessible Services to relay this message. she is not always able to find someone to dial her number to reserve her rides.  The voice option will be a tremendous help for her and others who cannot use their hands or lacks the strength to push buttons.

SacRT is actively working on the voice automation phone system and we appreciate your feedback. 

I want to speak on advocacy. Currently, the ADA definition only focuses on the distance of an active fixed route bus line. SacRT has changed over the years to introduce services like “SmaRTride” among others. How can we work cooperatively and as a team with the Biden Administration to change the federal ADA definition so that it is not so exclusive to where fixed routes operate, but also where “SmaRTride” services operate as well? I would like to be involved on the team with regards to advocacy on this particular change to happen?

SacRT’s SmaRT Ride is currently providing curb to curb Microtransit service. Microtransit is new service to the industry and as it becomes more popular with other transit agencies, the NTD & FTA will start recognizing this service as a form of federal provided transit service. 

Please advise what phone number people can use to call in their questions at this time? Thank you

Please call (916) 321-2877, Option 3 then Option 0

How thrilled are you all that Elk Grove “appears” to be part of the “SacRT GO” service area starting around Thursday, July 1, 2021?

We are very excited for the Elk Grove annexation. One of the anticipating benefits will be merging the paratransit service between E-Van and SacRT GO to provide regional transit trips between Elk Grove and Sacramento. 

In downtown you have selected drop-off points at night? Concerns is sidewalks and lights?

With SacRT GO this is not an issue as we provide door to door service. 

Is the Sacramento International Airport in or not in the ADA Service area? Remember, back on March 23, 2020, Route 142 was suspended. What are SacRT’s plans for fixed route service to the Sacramento International Airport? The ability to provide “SacRT GO” service in an “ADA way” will fully depend on what SacRT fixed routes will ultimately do in going to and from the Sacramento International Airport.

SacRT GO provides ADA service and Non-ADA service to the Sacramento International Airport. 

When we purchase ride tickets are, they available to use that same day?

When you purchase tickets at Customer Service, the tickets are valid immediately. If you call and purchase tickets with your credit card, you would have to wait until you receive the tickets in the mail. Now if you purchase a monthly 60-Ride pass, it will be valid immediately, allowing you to ride fixed route bus, SmaRT Ride and light rail at no extra cost.  

For shared rides, would it be possible to schedule riders who live in the same area together instead of going all over the county so that ride shares can be more timely and efficient?

The Ecolane software is constantly optimizing to provide a more efficient schedule. We also, try to provide as many shared rides as possible. 

Downtown has various pickup and drop-off with one-way streets back-alley Ping Yuen Apts and l st 28 & 27 for the theater and Pioneer Church. also, some issues around 18th St and l no spaces, corners. Riverview often Alley?

SacRT GO has an extensive Site Assessment program. Any new location that is not in our database or questionable location will go through the site assessment program to determine the safest place to board and disembark our passengers. 

We need more help with the Driver. I had appointment and the Drive came me a hard time.

Please feel free to contact our Customer Service and we will address any concerns. You can call 916-557-4545 or send an email to: customeradvocacy@sacrt.com. The Customer Advocacy Department is open M-F 8:00 a.m. – 5:30 p.m.

Regarding COVID Vaccines, what is the protocol for your employees? Are they requiring them to wait at least 24 hours before they go back to work? I was provided a letter of my exposure which I appreciate.  But to keep everyone safe, I would suggest a strict protocol change. 

SacRT follows CDC guidelines for all our employees regarding COVID-19. 

Are vaccine passports allowed in lieu of a mask, if the fifteen days have elapsed since the second dose has been performed?

At this time, we have no plans to change the mask requirement on transit. In fact, the Centers for Disease Control (CDC) recently issued a mandate for riders to wear a mask or face covering while riding public transit. We continue to follow guidance from Sacramento County Public Health and the CDC to keep our employees and riders safe and slow the spread of COVID-19.

How is RT planning to provide 1400 rides per day?

SacRT is actively working on a Request For Proposal for broker services. 

As it pertains to the riders guide, wouldn’t it go under revision around July 1st in preparation for the potential of service to Elk Grove, assuming that both the board of directors and the city council vote in the affirmative to annex. Votes are expected to happen on March 22nd at the board, and either April 14th and/or 28th at the city council, from what I have been told to report to you all tonight. Thank you.

Yes, we plan to make changes to the Rider’s Guide once the annexation is agreed upon with the board of Directors and the City of Elk Grove council.

Are your drivers trained for emergency care? CPR, First Aid etc.

Our drivers are trained to follow SacRT emergency protocols. However, they do not provide emergency aid. 

If you ride until 12am then what time is the latest, you can make a pickup Schedule for that night. What is the last pick up time at night?

If your trip falls within the ADA service area, then SacRT GO would provide complimentary service to our fixed route bus & light rail service. 

So, your plan is to contract out the ADA service?

SacRT is currently providing 100% of our trips. SacRT will however, have contracts with broker services to ensure that we can meet all our ADA demands. 

Beyond expanding three plans in April what is next changes. when can fixed bus interact with Smart rides transfer or shopping centers, city Halls, Walmart’s and the packages limits?

SacRT’s three modes of service, fixed route bus, SmaRT Ride and light rail, work in tandem. A transfer from either service is valid for the other services.

What is defined as an “outside broker?” Can someone please give some examples? Thank you.

An “outside broker” is an outside agency that has been contracted to perform the work to ensure that SacRT can provide all of its ADA demand response service.