SacRT GO Paratransit Services: Service Transition Q&As

June 10, 2020 General

Starting June 28th, SacRT will begin directly providing paratransit service to SacRT’s ADA eligible clients. A soft launch will begin on Friday, June 26th, when we start to take ride reservations for Sunday, June 28th.


What is ADA paratransit service?

ADA Paratransit is complementary transportation service required by the federal Americans with Disabilities Act (ADA) for individuals with disabilities who are unable to independently use fixed route transportation system for some or all of their trips. Most individuals with disabilities can utilize SacRT’s fully accessible fixed route services; ADA paratransit service is designed as a safety net for individuals with disabilities who are functionally unable to use the fixed route for some or all of their trips. In other words, the ADA ensures that these individuals with disabilities have transportation available to them on the same basis as individuals using fixed route systems. For more information regarding service hours and service area, please visit the SacRT GO website.

SacRT will also operate the non-ADA paratransit service, which is service that exceeds the federal requirements.

What is the difference between an “ADA” ride and a “non-ADA” ride?

An “ADA” ride is one that begins and ends within ¾ mile of an “active” bus route or light rail station. A good way to think about this would be: Could this trip be taken by a customer of SacRT that was not ADA paratransit eligible? This is service that is required by all public transit agencies.

A “non-ADA” trip is one that begins and/or ends at a place where there is either no fixed route service within ¾ of a mile, or where that service does not run, due to the time of day, or day of week.

Will SacRT have any trip denials on its ADA paratransit service?

All current policies related to ADA and non-ADA (service that goes beyond the Federal mandate) paratransit service will still be applicable. SacRT is federally mandated to provide all requested ADA trips within the FTA guidelines to eligible clients.

Will any policies change?

No, SacRT has always determined policies related to our ADA paratransit service. All policies related to service delivery in existence as of right now, will still be in effect on the day of transition. SacRT will adopt Paratransit’s polices related to the provision of non-ADA service.

Will I have to apply again for eligibility for SacRTGO?

No. The current process will remain unchanged – SacRT’s Accessible Services Department has and will continue to process ADA paratransit eligibility.


I have a subscription ride; will I be able to keep this ride after the transition?

Yes, we are working on contacting all current holders of subscription rides to review their current trips (including those put on hold due to COVID-19). Please contact SacRT’s Accessible Services Department if you have any questions or want to ensure we have the most current information. All subscription trips in place as of June 27th, 2020 will continue with SacRT GO. There may be minor adjustments to negotiated times due to SacRT utilizing a different system for scheduling.

Will the phone numbers for reservations and dispatch be the same?

No. The SacRT GO phone number will be (916) 321-2877 (BUSS), option 2 will get you to the Main SacRT GO menu. SacRT is also planning on having voice recognition for ease of access. SacRT and Paratransit, Inc. are working together to ensure that any call that comes to the wrong number during the transitionary period and after would be transferred to ensure the caller gets to the right place for assistance.

Will riders still be able to call at least a minimum of two days in advance and during the same hours?

All current policies related to ADA paratransit service will still be applicable. These polices are set by the SacRT Board of Directors with the input of the SacRT Mobility Advisory Council (MAC) and the community. Riders will still be able to call one to two days in advance to book a ride between 8:00 a.m. and 5:00 p.m. SacRT may also implement other options for booking rides such as online and mobile app requests.


Beginning on day one of SacRT providing ADA service, will SacRT accept all non-expired fare media until the expiration date?

Yes, SacRT will accept non-expired fare media through its expiration date. SacRT will begin selling paratransit fare media to riders prior to the transition of the service.

I have an “Alta” pass, will SacRT honor this for SacRT Go paratransit service?

Yes, SacRT is currently working with Alta Regional Center on this and looking for ways to improve the process for both the agency and client.

Will a monthly pass still be available for purchase?

Yes! The 60-ride pass will still be available and will be augmented to allow for holders to utilize fixed route for free, this will be a better value for our customers. The 44-ride pass, which was the same price with the added free fixed route option will be discontinued. The monthly pass will continue to only be valid for ADA trips. The price of this pass is $137.50 and the pass is only good for ADA trips.

How will I purchase fare?

There will be a fare purchasing option on the SacRT GO phone tree for purchasing coupons and monthly passes. You may also purchase fare media at our sales center located at 1225 R Street, by credit card or by sending a check or money order with a fare purchasing form.

SacRT Staff

I have great experiences with my current drivers, reservation agents and dispatch staff, how will SacRT ensure SacRT GO staff are trained to perform their duties and serve the riders?

All staff will be trained to proficiency to perform their duties. This includes understanding their responsibilities under the Americans with Disabilities Act (ADA), appropriate passenger assistance techniques, customer service, proper securement of mobility devices, defensive driving, and all safety protocols, including those related to COVID-19. SacRT has high expectations and holds all employees to a high standard.

SacRT has experience in providing paratransit service, we run this service in Folsom (Folsom Dial-A-Ride) and for the City of Elk Grove (Evan). Many of the drivers, reservation specialists, dispatchers, mechanics and supervisory staff from Paratransit, Inc. will be transitioning to SacRT. It is our commitment to provide exceptional service to our ADA eligible clients. We look forward to the transition and the opportunity to directly provide paratransit services to our ADA eligible clients in the Sacramento Region.

If you have any questions, please contact SacRT’s Accessible Service Department at 916-321-2877.