• ADA Transportation – Medical & Non-medical trips – (They are persons with disabilities who qualify under the terms of the Americans with Disabilities Act of 1990)
• ADA-2 Transportation – Upon availability Medical & Non-medical trips – (They are persons with disabilities who qualify under the terms of the Americans with Disabilities Act of 1990; however, they live more than ¾ of mile away on either side of the Winston-Salem Transit Authority’s (WSTA’s) fixed-route. If a passenger under these criteria is provided transportation and the client is traveling within ¾ miles of the fixed-route, additional service will be provided. Please be aware, transportation to return the passenger to his/her residence (if outside of the ¾ mile service area) may not be guaranteed. These locations may include: Clemmons, Kernersville, Rural Hall, etc.)
• Medicaid Transportation – Medical trips – (They may be persons of any age who are eligible for Medicaid services and are referred to Trans-AID by the Department of Social Services (DSS) for free transport to medical facilities/offices. DSS is billed for the full fare for the trips.)
• Transportation for Older Adults – Medical & Non-medical trips – (They may be 60 years of age or older)
Who is eligible for Transportation for Older Adults? Any individual 60 years of age and over is automatically eligible for the Trans-AID service. Eligible passengers under the 60 & over program are able to use the service for medical and non-medical transportation.
What are the service hours for Transportation for Older Adults? The Trans-AID service is available Monday through Friday; 8:00am to 5:00pm.
Who is eligible for Medicaid medical transportation? Any Medicaid recipient is eligible to use Trans-AID for medical trips only. All persons interested in applying for Trans-AID through Medicaid must contact the Medicaid Transportation Unit atat DSS to request medical transportation.
What are the service hours for medical transportation? The Trans-AID service for Medicaid-eligible passengers is available Monday through Friday; 8:00am to 5:00pm for medical transportation only.
The Americans with Disabilities Act of 1990 (ADA) is a civil rights bill designed to remove the physical and attitudinal barriers that have kept persons with disabilities from fully participating in American society. The ADA states that WSTA’s fixed-route bus system should be the primary means of public transportation for everyone including people with disabilities. ADA regulations require transportation providers who operate a fixed-route system to offer complementary paratransit services to eligible individuals in an area defined by corridors ¾ of a mile on either side of the fixed route.
Trans-AID operators are required to wait five (5) minutes for passengers once they arrive within the pick-up window at the pick-up location. Passengers who are not ready for boarding upon the operators’ arrival and are still not present at the end of the five (5) minute wait period will be considered a “No-Show” and will be subject to the terms and conditions of the Trans-AID No-Show Policy as described below:
In any calendar month, any customer who has booked ten (10) trips or more, “no showed”, “cancelled late”, and/or “cancelled at the door” at least 15 percent of those trips will receive a warning or suspension notice. To ensure that only habitual offenders are suspended, a passenger will have to accumulate three (3) or more penalty points to receive a suspension. A passenger will be subject to suspension only if both the minimum number of trips booked and the minimum number of penalty points are reached during the calendar month.
- Cancellation at the Door (CD) Cancels when the vehicle arrives to the location prior to or during the 30-minute pickup window. Each Cancellation at the Door is counted as one penalty point.
No-Show (NS) Places a request for service, but does not take the ride upon its arrival if the pick-up is on time. Each No-Show is counted as one penalty point.
- Late Cancellation (CL) Cancels a trip less than one (1) hour and 30 minutes before the scheduled pick up time. Each Late Cancellation is counted as one-half penalty point.
Trips missed by a passenger for reasons beyond his/her control (including but not limited to, trips which are missed due to operator error) will not be considered when determining if a passenger should be suspended due to the number of trips the passenger has no-showed.
Additionally, if a passenger “no-shows” on their outbound trip (i.e. from residence), Trans-AID will not cancel the passenger’s return trip (i.e. from destination). To avoid multiple no-shows on the same day, individuals are strongly encouraged to cancel any subsequent trips they no longer need for that day. Each part of a trip is treated as a separate trip.
For the first occurrence in a calendar month, the passenger will receive a warning letter to attempt to modify the behavior. If the problem continues, the suspension length is as follows:
- 1st violation: customer receives a warning letter
- 2nd violation: 7 day (1 week) suspension
- 3rd violation: 14 day (2 weeks) suspension
- 4th violation: 21 day (3 weeks) suspension
- 5th and subsequent violations: 28 day (4 week) suspension
All suspension periods will begin on a Monday. The information will be documented in the passenger’s file.
If a passenger no-shows, cancels late, and/or cancels at the door because of circumstances beyond their control, please contact Customer Service at 336.727.2000 to explain the circumstance and request removal of the no-show, late cancellation, and/or cancellation at the door. The hours of operation are Monday through Friday; 8am to 5pm. Voice messages may be left seven (7) days a week.
No-shows, late cancellations, and/or cancellations at the door must be disputed within five (5) business days after the end of the calendar month; in which the no-shows occur. Prior to sending a notification letter, Trans-AID will review all no-shows, late cancellations, and/or cancellations at the door to ensure the process was followed properly and an accurate count was represented. Any no-show, late cancellation, and/or cancellation at the door that is found to be in error will be removed from the passenger’s record.
If a passenger disputes a suspension under this policy, he/she has the right to file an appeal in writing within five (5) business days of receipt of the notification of suspension of services. If you miss the appeal request deadline, your Trans-AID service will be suspended on the date listed on your suspension notice. A copy of the appeal process will be sent to you with your suspension letter.”
Trans-AID’s No Strand Policy
If we provide transportation for a passenger to a destination, and for some reason the return trip results in a no-show, Trans-AID will not leave a passenger stranded even if the passenger no-shows on the return trip. When WSTA returns to pick up the passenger, the no-show will remain on their record. Return service will be provided as soon as possible, without a guaranteed window time.”
Eligible Trans-AID passengers can call reservations at(TTY NC Relay: 1-800-735-8262) to schedule a trip, Monday through Sunday; 8:00am to 5:00pm. You can book trips seven (7) days in advance of the day of your trip request. However, bookings may be made up to the day before the actual trip. On Saturdays and Sundays, only eligible ADA passengers can make reservations for next day service. On Sundays, ADA Trans-AID passengers may leave their trip information on the after-hours voicemail for Monday’s trips only; along with a contact telephone number. A reservationist checks this mailbox each morning.
ADA Application Intake Process
To apply for the ADA Paratransit services (Trans-AID), you must complete an ADA Paratransit Certification application, which can be obtained from the Winston-Salem Transit Authority (336.727.2000) or www.wstransit.com and clicking Paratransit. You must complete both parts of the application in its entirety in order for your application to be considered. Please complete part A of this application. Then provide both parts A & B to a medical, certified or licensed professional who is familiar with your qualifying condition. Once you have a completed application, please contact WSTA at 336.727.2000 to schedule an in-person interview and assessment to determine your eligibility.
On the date of your scheduled interview, please bring your completed application (both parts A & B). Do not mail, fax, drop off or email your application. Your eligibility will be based on the following factors:
Information provided by applicant in part A of the application
Information provided in Part B by professionals (i.e., physician or therapist) familiar with your qualifying conditions
In-person assessment of your abilities. All in-person interviews and assessments are held at the Clark Campbell Transportation Center
If requested, WSTA will provide transportation at no charge to and from the appointment for eligibility determinations.
Once the interview and assessment have been completed, you will be notified within 21 calendar days to determine the eligibility for transportation services. Riders will qualify for one of 4 statuses: Unconditional, Conditional, Temporary, or Referral to Fixed Route Service.
Unconditional Eligibility – disability or health conditions prevent use of fixed route buses under all circumstances. Trans-AID service is provided for all trips.
Conditional Eligibility – disability or health conditions prevent use of fixed route buses under certain conditions. Trans-AID service is provided only when those conditions discussed in the interview apply.
Temporary Eligibility – disability or health conditions temporarily prevent use of fixed route buses. Trans-AID service is provided only during that time period.
Referral to Fixed Route Service – individuals who can access regular fixed route bus services are not eligible for Trans-AID service.
If you are denied Trans-AID eligibility or are granted conditional or temporary eligibility, you will receive a letter regarding the decision and a copy of the Trans-AID Appeal Process. You have the right to appeal the eligibility determination.
WSTA will continue to accept re-certification applications for passengers eligible for ADA transportation. Re-certifications are for existing passenger’s eligible for Trans-AID under the ADA program. In order to continue utilizing the Trans-AID service, you are required to renew your certification every three (3) years. However, if you have been diagnosed with a permanent disability (i.e., total loss of vision, multiple sclerosis, and autism), re-certifications will take place every five (5) years; no professional verification is needed from a professional.
To apply for the Older Adults (60 & Over) transportation, you must complete the 60 & Over Client Registration short form; which can be obtained from the Winston-Salem Transit Authority (336.727.2000) or www.wstransit.com and clicking Trans-AID Paratransit service. You must completed questions 2-14 and Section VII: Required for all clients. Once you have a completed application, you can submit the application to the address or fax number listed below:
Clark Campbell Transportation Center (WSTA) Mobility Management Department (2nd floor) 100 W Fifth St. Winston Salem, NC 27101
Once the application has been processed, you will be notified regarding the determination
Trans-AID Eligibility Appeal Process
An individual may file an appeal when WSTA/Trans-AID makes a determination other than unconditional for Trans-AID ADA Paratransit service. The applicant may appeal the decision within sixty (60) days of receiving the determination letter. If the 60th day after the original determination is on a weekend or legal holiday, an appeal will be accepted on the next business day.
Appeals may be filed in writing to: ADA Compliance Office WSTA/Trans-AID 100 W Fifth Street Winston-Salem, NC 27101 336.748.3161 (fax) firstname.lastname@example.org
Appellants should state in their appeal letter the reasons why they believe the determination does not accurately reflect their ability to use WSTA’s fixed route service. Written material regarding a (physical, mental, or cognitive) condition of the passenger or relating to the general nature of the individual’s disability may be submitted with the letter. This will assist the Appeals Committee in their initial review of the appeal. A passenger may, however, request an appeal hearing without providing additional detail and without the submission of additional written material or information.
Appellants may also request an appeal by completing the request form and returning the information to the address listed above. Completed forms must be postmarked within 60 days of the date of your eligibility letter. Appellants can chose not to be heard in person and send written information for consideration instead.
The initial review of appeal requests by the ADA Compliance Office will normally be conducted within five (5) business days of the receipt of the appeal. After the appeal has been reviewed, it is then taken to the Appeals Committee. Appeals before the committee will normally be completed within ten (10) business days following the receipt of the appeal, pending the meeting schedule of the Review Board. Ordinarily, the committee meets quarterly; however, when an appeal hearing is required, the committee will come together. The Review Board will render its determination within five (5) days of its consideration of the appeal. If the Review Board has not rendered its decision within thirty (30) days of the hearing, the Board will provide service on an interim basis pending the final determination. During the period between the receipt of an appeal determination regarding eligibility and the determination of the Review Board, ADA Paratransit service will not be provided to the applicant.
Pickup Trips (Origin to Destination)
Be courteous to your operator and fellow passengers and be ready to go 15 minutes before, and up to 15 minutes after your scheduled pickup time. Trans-AID can only wait 5 minutes after arriving within the window.
Return Trips (Destination to Origin)
The van may arrive 15 minutes before and up to 15 minutes beyond your scheduled return time. For example, if the scheduled return time is 1:15 p.m., the van may arrive between 1:00 and 1:30 p.m.
October 1, 2017, Trans-Aid passengers will pay $1.00 for each one-way trip. However, if you are approved for travel under the Medicaid Transportation Program, you will not be required to pay. Contact the Department of Social Services regarding the Medicaid program at 336-703-3919. Additionally, if you are 60 years or over and approved under the Senior Lunch Program; Adult Day Care Services or medical travel under the Title III program; you will not have to pay.
For your convenience, you may purchase a 30-Ride Trans-Aid pass for $30.00 or a 10-Ride pass Trans-Aid pass for $10.00 at the Clark Campbell Transportation Center at 100 East 5th Street or the Hampton D. Haith Administrative Building at 1060 North Trade Street. Only Trans-Aid passes will be accepted on Trans-Aid vehicles.