County Connection LINK Paratransit Riders' Guide

County Connection LINK Paratransit

Riders’ Guide

An American with Disabilities Act Paratransit Service

Revised: May 2023

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Table of Contents 
SECTION 1: WELCOME TO YOUR RIDERS’ GUIDE! ................................................ 4 
Introduction- ..................................................................................................... 4 
SECTION 2: APPLYING FOR COUNTY CONNECTION LINK SERVICE ............. 6 
How do I apply? ................................................................................................ 6 
Conditional and Unconditional eligiblity ......................................................... 7 
What if I disagree with my eligibility decision? What do I do? ...................... 8 
How long am I eligible for County Connection LINK? .................................... 8 
Visitors .............................................................................................................. 9 
Presumptive Eligibility ..................................................................................... 9 
SECTION 3: PLANNING YOUR TRAVEL ...................................................................... 10 
Service Area and Hours.................................................................................. 10 
Driver Assistance & Expectations ................................................................. 11 
What is expected of me as a County Connection LINK rider? ..................... 12 
Caregiver Responsibility ................................................................................ 14 
Who can I bring with me? PCAs & Companions ........................................... 14 
Can Children travel on County Connection LINK Service? .......................... 15 
Mobility Devices .............................................................................................. 16 
How Do I Pay For My Ride? ............................................................................ 17 
SECTION 4: BOOKING TRIPS .......................................................................................... 18 
How Do I Make a Reservation? ...................................................................... 18 

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Pick-up Window .............................................................................................. 19 
How do I cancel my trip? ................................................................................ 20 
What is a No-show? ........................................................................................ 20 
Estimated time of arrival (ETA) ...................................................................... 22 
Subscription Service/ Standing Order ........................................................... 23 
Regional Rides ................................................................................................ 24 
SECTION 6: WHEN SOMETHING GOES WRONG, INCLUDING PENALTIES 
FOR VIOLATIONS OF THE RULES, LATE CANCELLATIONS AND MISSED 
TRIPS ......................................................................................................................................... 25 
I cancelled a trip late, or I missed a trip and did not cancel. What will 
happen? .......................................................................................................... 25 
County Connection LINK’s Rider Behavior Rules ........................................ 28 
What if I do not agree with a decision to suspend my services? ................. 29 
Emergencies ................................................................................................... 30 
I lost something on the LINK vehicle. What do I do? .................................... 30 
SECTION 7: FEEDBACK? WE WANT TO HEAR FROM YOU! ............................. 31 
Submitting a Complaint or Commendation ................................................... 31 
Reasonable Modification ................................................................................ 31 
ADA Compliance Complaint........................................................................... 32 
Advisory Committee ....................................................................................... 33 
IMPORTANT CONTACT NUMBERS ............................................................................... 34 
 
   

SECTION 1: Welcome to your Riders’ Guide!

Introduction-

The Central Contra Costa Transit Authority (County Connection for short) is your

transit agency provider within central Contra Costa County. County Connection

serves Clayton, Concord, Danville, Lafayette, Martinez, Moraga, Orinda,

Pleasant Hill, San Ramon, Walnut Creek, and unincorporated areas of central

Contra Costa County.

The Americans with Disabilities Act of 1990 (ADA) requires all public transit

agencies like County Connection and BART to make their bus and rail services

user-friendly for people with disabilities. The ADA also requires us to provide a

paratransit service. In Central Contra Costa County, ADA paratransit services are

provided by County Connection LINK (hereafter referred to as "LINK").

Who is this Riders’ Guide for?

This guide is for County Connection LINK riders and their families, friends, and

caregivers. We hope you find it helpful and easy to use. This guide is specifically

written as if the rider were reading it.

For caregivers and Social Service agencies, although you may take the

responsibility of booking and cancelling rides, all the guidelines will be the

responsibility of the riders to adhere to. Please read this guide carefully on their

behalf.

What information can I find in this Riders’ Guide?

In this guide, we will tell you:

• How LINK service works and what you can expect when you ride LINK.

• How to find out whether you are eligible to ride LINK.

• How to reserve and cancel rides on LINK.

• How to ride LINK on the day of your trip.

• What to do when you have a problem with LINK.

This guide covers the basics of LINK, but it does not describe every detail of the

program. If you would like more information including COVID-19 related updates

and other service announcements, visit our website

countyconnection.com/paratransit or call LINK at 925-938-7433.

Can I read this guide in other languages or an accessible format?

Yes. This guide is available in Spanish and can be accessed via the County

Connection LINK Website. You can also call LINK Eligibility Department and

request a Spanish Riders’ Guide to be mailed to you. Alternative accessible

formats are available upon request. Please contact LINK to speak to a

representative or email ADALink@cccta.org. County Connection LINK

Paratransit will do its best to provide the requested alternative format within a

reasonable time.

SECTION 2: Applying for County Connection LINK Service

This section tells you more about how to apply for County Connection LINK and

how you may qualify based on the Americans with Disabilities Act (ADA)

eligibility standards.

Am I eligible to ride LINK?

To be eligible for County Connection LINK, it must be determined that you are

eligible for paratransit services under the Americans with Disabilities Act (ADA).

You are eligible for LINK only if you have a disabling health condition that

prevents you from independently using the regular fixed route County Connection

buses or BART trains for some or all your trips. Determinations are made by

trained professionals who are familiar with the fixed route system as well as the

ADA guidelines. Eligibility is not a medical decision.

How do I apply?

Please follow these steps to apply to be a LINK rider:

1. Request an application form by:

•

Calling LINK eligibility department at 925-938-7433

•

Visiting our website countyconnection.com/paratransit and downloading

an application

•

Visiting in person to request a paper application when office is open:

LINK Office

2477 Arnold Industrial Way, Concord, CA 94520

Open Mon- Fri, 08:00am-3:00pm

2. When you complete the application form, please fill out the application

completely including:

•

whether or not you travel with an attendant or a service animal (i.e.,

guide dog)

•

provide signatures on Applicant Certification Form and Authorization

to Release Medical Information

3. Have your licensed health care professional who is familiar with your

disability or disabling health condition complete the pages at the end of the

packet related to the Medical/Mental Health Verification Form.

4. Once both sections have been completed send the application via mail,

email or fax to:

County Connection-ADA Certification

2477 Arnold Industrial Way

Concord, CA 94520

Fax: 925-852-6719

ADALink@cccta.org

5. After we receive and review your application, you may receive a phone call

for additional information. You may also be called to come down to our

office for an in-person interview and/or your application may be sent to your

doctor for additional information on your disability and how it prevents you

from taking public transportation. In the event that LINK requests your

participation in an in-person interview, please note that a ride to and from

the interview location will be provided free of charge.

You will be notified by mail of your eligibility status within 21 days of receipt of

your completed application.

When can I use County Connection LINK services?

This depends on your ADA paratransit certification. Your eligibility determination

letter from County Connection LINK’s office should indicate if you were

unconditionally or conditionally eligible.

If you are unable to use County Connection buses or BART trains without having

another person there to help you, you will have unconditional (full) eligibility

for LINK. Any time you need to take public transit, you can book your trip on

LINK.

If the eligibility process determines that you can use County Connection fixed

route buses or BART independently for some trips, but not others, you will be

given conditional eligibility. You will be allowed to take some of your trips using

the LINK service. As an example, you may feel fine going to dialysis and can

take a fixed route County Connection bus or BART train, but experience

weakness upon completing dialysis and will need to use the LINK service on your

return trip home.

It may also be determined that you are able to take the regular public County

Connection bus or BART train service for all your trips. In that case, you would

not be eligible for County Connection LINK services. The basis for the denial will

be noted in the determination letter sent to you.

What if I disagree with my eligibility decision? What do I do?

You have the right to appeal a denial of eligibility or a condition of your eligibility

to ride LINK. Instructions on how to do so will be included in your determination

letter. If your disability or health related conditions change in the future, you may

reapply for the service based on the current information.

How long am I eligible for County Connection LINK?

Once we have determined you are eligible and you receive your determination

letter, this decision is valid for up to three years. An eligibility expiration date will

be included in your determination letter. Please note County Connection LINK’s

office will mail a recertification notice at least 60 days in advance before your

eligibility will retire. If your disability is temporary or your health is expected to

improve, you may be given eligibility for a more limited time, after which you are

expected to return to using regular County Connection fixed route buses or

BART.

Can I travel outside of Central Costa County?

Once you are determined to be eligible for LINK, you may also access the

following counties’ ADA Paratransit Programs for the duration of your LINK

eligibility: Alameda, Contra Costa, Marin, Napa, San Francisco, Santa Clara,

Solano, San Mateo and Sonoma County. Please see section on Regional

Transfer Trips for more details or call 925-938-7433 for more information.

What if I need to travel outside the San Francisco Bay Area and need

paratransit service?

Once approved to use County Connection LINK, you are also eligible to receive

the equivalent paratransit services in other cities and states for up to 21 days in a

365-day period. Conversely, accessing LINK for passengers visiting our service

area is extremely easy. Visitors who are ADA eligible for paratransit in their home

jurisdictions may use LINK service for up to 21 days in a 365-day period after

presenting either a valid ADA Paratransit card or other paperwork showing their

certification for ADA Paratransit services. If that is not available, documentation

of their place of residence outside of the LINK service area and of their disability

(if it is not clear). They can also provide us with a contact name and number of

their Paratransit services so we may contact them directly to verify their ADA

status. If the visitor’s disability is not apparent, documentation of disability may

also be required. If the visitor’s eligibility is apparent, such as a person using a

wheelchair or a visually impaired person travelling with a service animal, then no

documentation of disability may be required. All visitor eligibility requests are

handled by County Connection LINK’s Eligibility Department.

Presumptive Eligibility

We may also grant presumptive eligibility for 30 days if a person needs to use

Paratransit service immediately because of an emergency, or if we are unable to

make a determination within a 21-day period. This type of eligibility is not for

hospital discharges or transportation home after minor surgery.

Fixed Route Buses

You will be happy to know that you may obtain a reduced fare on fixed route

buses by presenting any one of the following documents: your ADA paratransit

eligibility letter, your Documentation of ADA paratransit eligibility form (both of

these items will be mailed to you when you are certified), your ADA paratransit

eligibility ID card, a Medicare card, or any proof of being age 65 or older.

To see the current fare types and prices on fixed route buses, please follow the

link countyconnection.com/fares/fare-types-prices.

SECTION 3: Planning your travel

Where and when can I go on County Connection LINK?

LINK can pick you up and drop you off almost anywhere a County Connection

bus or BART station operates at that time and on that day of the week.

LINK riders go grocery shopping, to work and school, to get their hair cut or

check in with their doctor, meet up with friends, or to enjoy a local park. You can

go anyplace – as long as the bus goes there or there is BART station nearby.

LINK service is specifically available within 1.5 miles of a County Connection

fixed route bus or within ¾ of a mile of a BART station when County Connection

fixed route buses are not in operation. Both the origin and destination addresses

must meet these standards. (When County Connection fixed route buses are not

in operation, then the LINK service is strictly limited to trips with pick-up and

drop-off locations that are both within ¾ miles of an operating BART station.)

County Connection LINK provides ADA service generally during the following

hours:

•

Monday – Friday, 5:00am–12:00am

•

Saturday, 6:00am–12:00am

•

Sunday, 7:00am–12:00 am

Please note that the hours of operation varies throughout the year as County

Connection bus service schedules slightly change.

When you call to book your ride, the reservationist can tell you if your ride

request falls within the current operating hours of the fixed route bus or BART

station.

County Connection LINK observes the following holidays:

•

New Year’s Day

•

Memorial Day

•

Independence Day

•

Labor Day

•

Thanksgiving

•

Christmas

LINK service is limited to pick-ups and drop-offs within ¾ of a mile of an

operating BART station on such holidays. Please note that all subscription rides

are cancelled on these days.

What Can I Expect a County Connection LINK Driver To Do?

LINK drivers are required to:

• Get out of the vehicle and let you know they have arrived.

• Offer assistance such as pushing your wheelchair, offering a steadying arm

to help you walk safely and assisting you to get in and out of the vehicle

safely.

• Carry a small load of packages to and from the vehicle (see package

limitations on page 16).

• Operate the vehicle and lift in a safe manner and safely secure your

wheelchair or other mobility device.

• Remind you to wear your seatbelt.

• Keep within sight of their vehicles when passengers are on board.

• Collect the fare listed on their manifest.

• Carry only the riders assigned to them along with their attendants and

approved companions.

• Go only to the destinations listed on the manifest or as notified by the

dispatcher.

• Wear a uniform and a name tag.

• Be courteous at all times.

Drivers are not allowed to:

•

Enter a rider’s residence or go past the main lobby of a public building.

•

Leave riders in the vehicle unattended.

•

Perform any personal care assistance such as assisting riders to dress or

go to the bathroom.

•

Smoke, eat or drink in the vehicle.

•

Use a cell phone while driving, play loud music or wear headphones.

•

Take information from the rider such as cancellations, changes in

reservations, or taking a different route other than the one provided on the

driver’s tablet.

•

Accept tips.

•

Lift or carry riders or carry wheelchairs up and down stairs.

•

Administer medication

All drivers are familiar with basic first aid but are not medical professionals. If

there is a medical or health emergency on-board such as a rider having a seizure

or experiencing excessive bleeding after a dialysis treatment, the driver will pull

over, call 911 and wait for trained help.

What is expected of me as a County Connection LINK rider?

Riders, their companions, and their personal care attendants must be

responsible in their use of County Connection LINK service and follow all of its

rules and expectations (detailed in Section 6).

Riders, companions, and personal care attendants should expect to:

•

Be ready at the start of their pick-up window. (This is a curb-to-curb

service, with door–to-door service provided upon request only. Drivers

must remain within eyesight of their vehicles.)

• Always pay a fare when applicable.

• Avoid no-shows and late or excessive cancellation of reservations.

• Refrain from carrying fireworks, flammable liquids, or weapons that

threaten the safety of the driver and other passengers.

• Refrain from using abusive, threatening, obscene and/or racially offensive

language.

• Not litter on or soil the vehicles during their ride.

• Refrain from using the service fraudulently (e.g., intentionally allowing

someone else to use LINK under your name).

To ensure the safety of the riders and the driver, we ask that riders adhere to

a set of minimum required Rider Behavior Rules which include the following:

•

Enter and exit the vehicle voluntarily. This means the rider should not

require an inordinate amount of coaxing from the driver. This could cause

delays.

•

The rider must be able to follow the driver’s instructions.

•

Stay buckled in the seat or wheelchair while the vehicle is moving. The

rider must not attempt to get up out of their seat while the vehicle is in

motion. This is unsafe.

•

Not attempt to exit the vehicle while it is in motion, at stop signs, stop lights,

while in traffic or while picking up other passengers.

•

Refrain from hitting or touching other riders or the driver.

• Not invite/engage sexual attention from other riders or the driver.

•

Refrain from abusing, physically and/or verbally, the driver and/or other

passengers.

More information on the County Connection LINK Rider Behavior Rules,

including penalties for violating them, is provided in Section 6.

Caregiver Responsibility

LINK drivers cannot act as attendants for Paratransit riders. Cognitively impaired

riders may ride without attendants as long as they exhibit safe behaviors in the

vehicle. It may be necessary for the caregiver to accompany an individual with a

cognitive impairment or to provide a personal care attendant.

Riders with mental or cognitive impairments, or with severe memory loss, which

prohibits them from being safely left on their own at the pick-up or drop-off point

must have an attendant or caregiver present at both locations. If a responsible

attendant or caregiver is not present when the driver attempts to drop-off these

riders, dispatch will call the emergency contact person from the individual’s

application. If a responsible attendant or caregiver is not located, the individual

will be brought to the closest police station and the situation will be reported to

adult protective services.

Who can I bring with me?

ADA eligible riders, their personal care attendants and companions are allowed

to use County Connection LINK service. Both personal care attendants and

companions must travel to and from the same destination as the eligible rider.

You must inform the reservationist at the time you book your ride if you will have

someone travelling with you.

•

Your personal care attendant (PCA) who will be assisting you during

your trip will not have to pay a fare. (If you need assistance during your

trips, please provide that information during your application process so

a personal care attendant will be added to your file. LINK reserves the

right to contact your health care professional to verify your need for an

attendant.)

•

A companion, friend or relative (who is not your PCA) may travel with

you but must pay the same fare. Only one companion can be scheduled

to ride with you. Additional companions can be added on the day of

service based on availability ONLY.

If you use a PCA and are not currently certified to bring a PCA on LINK, call the

Eligibility Department at 925-680-2138 and we will mail you the necessary

paperwork, which may include a recertification. It is your responsibility to find a

PCA for your trip. County Connection LINK does not provide a PCA.

Fraudulently claiming to travel with an attendant to avoid paying a fare for a

companion may result in suspension of service.

Can Children travel on County Connection LINK Service?

Yes. All children until the age of 8, or until they reach a height of 4 feet 9 inches,

must travel in a car seat. Parents/guardians must provide and install their own

car seats. Drivers can help you carry the car seat but are not permitted to carry

the children. LINK does not provide car seats and will not transport children

without the appropriate car seat.

Children as eligible riders

Children whose disability (as opposed to their age) would prevent them from

using the fixed route bus and trains by themselves may be eligible for LINK. Very

few children under the age of 5 meet this requirement. Children who are under

the age of 6 must travel with a Personal care attendant (like a parent or

guardian). If an older child exhibits seriously disruptive behavior and/or poses

safety concerns for themselves or others as a result of such behavior, the child

must travel with a personal care attendant.

Children as companions

Each eligible rider may bring one child as a companion and may request on the

day of service to bring additional children. If space is available, the request will

be granted. The eligible rider must be able to manage the child on their own or

with the help of a personal care attendant. The drivers cannot assist with

managing children.

Children as attendants

Children above the age of 6 may travel as personal care attendants as long as

they act in that capacity. The driver cannot perform personal duties for a rider or

his/her child.

What Mobility Devices can I use on County Connection LINK?

All County Connection fixed route buses and paratransit vehicles are equipped

with rider lifts or ramps that meet ADA accessible vehicle specifications. All

ramps will accommodate mobility devices such as wheelchairs and three-

wheeled scooters up to 48” long by 30” wide with a combined weight up to 800

pounds (including the passenger). Mobility devices that exceed these

specifications may not be able to be accommodated. We do not transport

gurneys.

For safety reasons it is suggested that all mobility devices be free of bags,

baskets and any other attachments that may interfere with the securement

system. Additionally, all passengers are required to wear a seatbelt. Lap belts will

be provided to passengers in mobility devices that don’t have their own lap belt.

Finally, please be aware that passengers in scooter type mobility devices may be

asked to move to a seat. Shopping carts and strollers must fit under the seat or

be secured so as to not pose a safety hazard.

Life Support Equipment

You can bring your respirator, portable oxygen or other life support equipment as

long as it does not violate laws or rules related to transportation of hazardous

materials. Your equipment must be small enough to fit into the paratransit vehicle

and be managed by you or your personal care attendant.

Can I bring a service animal or a pet?

You may bring your guide dog or other service animal that has been trained to

help you with your disability. The service animal must be under your direct

supervision at all times. It must not soil or damage the vehicle, bark, growl or act

in an aggressive manner. You may travel with a small pet as long as the animal

is fully enclosed in a secure pet carrier that you can manage and hold on your lap

or place securely at your feet.

Please tell the Reservationist if you intend to travel with a pet or service animal

during your trip and please note no fare is charged for either the service animal

or the small pet enclosed in pet carrier.

How Do I Pay For My Ride?

LINK accepts cash and ticket vouchers.

•

One-way fare for any LINK trip is $5.00

•

Eligible personal care attendants ride free

•

A companion is required to pay the $5.00 one-way fare

Please note that drivers do not carry change and cannot make unscheduled

stops to make change. You are encouraged to carry exact fare.

Advance Fare Payment System

You may wish to take advantage of County Connection LINK’s Advance Fare

Payment System designed to simplify your travel by allowing you to prepay for

your trips.

How does it work?

Mail a check to:

County Connection LINK

2477 Arnold Industrial Way

Concord, CA 94520.

A $50.00 minimum is required to establish an account. Make the check payable

to County Connection LINK and state the name of the LINK client on the check.

Your LINK trips will be automatically deducted from your account for the amount

of your trip. If the balance in your account decreases to $25.00 or less, you will

be notified by phone or mail. If your account reaches a “0” balance, you will be

required to pay the cash/ticket fare for each scheduled pick-up until such time as

your LINK account has sufficient funds.

If you have any questions regarding this information and/or the balance of your

existing account, please contact LINK, Monday through Friday, from 8:00am to

5:00pm at (925) 938-7433.

The Advance Fare Payment System is offered as a convenience by County

Connection. Individuals who fail to provide sufficient funds to cover their trips and

fall into arrears will be required to pay for their trips as they board and reimburse

any funds in arrears. Individuals whose checks bounce will be required to pay by

money order or cash for future trips.

SECTION 4: Booking Trips

Things To Know Before You Schedule a Ride…

You must call between one and seven days in advance to book your trips. Please

bear in mind that ADA paratransit is a “shared-ride” service, and that

trips on LINK take about the same amount of time as similar trips taken using

County Connection bus service, including transfers and the time to walk to and

from the bus stop. Same-day reservations are extremely limited and based on

driver availability only.

Types of Reservations

You have the option of requesting a reservation based on either a specific pick-

up time or an appointment time to arrive at your destination.

Pickup times are subject to negotiation – the reservationist will offer you one or

more options within one hour (before or after) of your requested pickup time.

You can also schedule trips by appointment time. If you are traveling to an

appointment (for example, a doctor’s appointment), please tell the reservationist

what time you need to arrive at your destination. They will tell you what time you

need to be picked up to ensure that you arrive on time at your destination.

The reservationist will attempt to give you the best time possible but cannot make

more than two attempts to schedule a specific time.

How Do I Make a Reservation?

Reservations may be made over the phone. Reservation calls are accepted from

8:00 am to 5:00 pm every day including weekends and holidays. You may call

our reservations department at (925) 938-7433 one (1) to seven (7) days in

advance.

When booking your trip, please provide the following information:

•

Your Client Number- provided in your determination letter.

•

Your name, home address and phone number.

•

The address where we will pick you up from.

•

The address where we will take you to.

•

Any special instructions that the driver may need, such as gate codes,

directions to hard-to-find places, specific areas in a mall or shopping

center, etc.

•

The date you want to travel.

•

The time you want to be picked up or the time you want to be dropped off at

your destination.

•

Whether you will be travelling with an attendant, companion, or service

animal.

•

The type of mobility aids you and your companion will be using, like a

wheelchair, walker, cane, or scooter.

Pick-up Window

When you make your reservation, you will be given a 30-minute range of time in

which to expect the driver. This range of time is called a pick-up window. Your

driver may arrive anytime within this pick-up window. You are asked to be ready

at the beginning of this 30-minute window of time. If you are not visible when the

driver arrives, the driver will attempt to contact you as a courtesy. If you fail to

board the vehicle after 5 minutes of its arrival, the driver will have to leave to

pick-up other passengers. **This is called the 5-minute rule!**

Shared rides

County Connection LINK is a shared ride service. This means, just like public

transportation, LINK picks up other riders going to similar destinations as you.

The direction of your trip may not be linear. Your ride may take a similar amount

of time as the same trip would take on regular fixed route including transfers and

wait times. To see how long a paratransit trip may take, you can compare travel

times using fixed-route buses by visiting our website at

www.countyconnection.com. Enter the required information, including if you want

to be picked up at a specific time or have an appointment time.

Can I change my reservation?

The Dispatch Department is open 7 days a week and during all hours of

operation, roughly from 4:30am to 12-midnight. You may call during those times

with questions about your ride. You may not book rides outside of normal

reservation hours, but you may cancel and or add instructions to your existing

rides.

Requests for changes on the day of your trip most likely cannot be

accommodated. Please do not ask the drivers to make changes to your pick-up

or drop-off destinations. Call the Dispatch department at (925) 938-7433 if it is an

emergency and they will try their best to assist you.

How do I cancel my trip?

Call LINK to cancel as soon as you know you can’t take a trip. You must cancel

your trip at least one hour before your pick-up window begins or we will record

that you cancelled late or were a ‘no-show’. If you don’t need your trip, we can

offer the space to another rider. We schedule your ride with other riders, so

canceling your ride the day before gives us more time to change the schedule to

make sure the vehicle is not too early or too late for other customers.

Penalties for late cancellations are addressed in Section 6.

What is a No-show?

A no-show is a failure to meet your scheduled ride within 5 minutes of its arrival,

failure to cancel a ride with at least 1 hours’ notice, or failure to cancel the ride

altogether. A pattern of no-show violations may lead to penalties. (Please refer to

section 6 for more information on penalties).

It is your responsibility to wait where the driver can see you. The driver is not

allowed to leave sight of his or her vehicle and can only go in the main lobby of a

building. At most they can announce their arrival at the door. Service is curb-to-

curb with door-to-door services available only for special circumstances. The

driver will attempt to find you but will leave after 5 minutes. To help expedite

matters, please provide a good cell phone number where dispatch can reach

you. If the driver leaves, and another ride has to be scheduled, there may be

significant delays, up to 1 hour.

Early Pick-up

Sometimes the driver will arrive before your pick-up window because of light

traffic or a cancellation before your trip. You are not obligated to board before

your window, but the driver may inform you of that choice.

Late Pick-ups

If your driver does not arrive by the end of your 30-minute pick-up window, you

may call LINK’s Dispatch Department at (925) 938-7433 to find out where your

driver is, or you may locate your driver using the MyTransit app (see page 23). If

your driver arrives later than your 30-minute pick-up window, you may decline the

ride without penalty.

What should I do before the 30-minute window begins?

Before your 30-minute pick-up window begins, take time to prepare for your trip.

•

Check the weather forecast and dress for it. Carry water on hot days and a

coat on cold or rainy days. Bring medications and any snacks you need.

•

Take a restroom break before boarding the vehicle. There is no restroom

on LINK vehicles and drivers cannot stop.

•

Take important phone numbers with you, including the County Connection

LINK number for Dispatch.

•

Make sure your mobility device is in good working order and your battery is

charged.

•

If you use oxygen, take a full tank in case your ride is longer than expected.

•

Make sure you have your LINK fare with you if you have not already paid in

advance.

The 30-minute window is starting. What should I do?

Be ready with your coat at the beginning of your 30-minute pick-up window. LINK

can come at any time within that window. If possible, wait at a place where you

can see the vehicle arrive.

How can I find out if the LINK vehicle is running on time?

LINK currently offers three ways to get information on your rides estimated time

of arrival (ETA). LINK’s Dispatch Department is available throughout the day to

answer calls including your “where’s my ride” questions. Using all available

information, LINK’s Dispatch Department will be able to estimate your driver’s

arrival at the pre-specified location.

My Transit App is a mobile application designed to specifically help you and

your caregiver stay in touch with County Connection LINK service, by using any

mobile device. The application provides you and your caregiver with:

•

Immediate access to real-time information

•

Trip notification such as estimated arrival times

•

Information on future scheduled trips

•

Quick links for direct access to the call center and County Connection

offices

•

Ability to transmit your current location for assisting the drivers in

locating you more quickly

•

The ability to provide feedback or rate your trip experience once your trip

is completed

•

Ability to cancel scheduled trips

•

Ability to schedule trips to frequently travelled locations

Facility Transit Manager System

Your dialysis center, adult day center, group workshop and other similar facilities

can be issued a web-based login to see all pick-up and drop-offs scheduled to a

specific facility and the current estimated time of the vehicle's arrival. With the

Facility Transit Manager system, once the estimated time is within an hour of the

current time, the facility can LINK directly to the vehicle location and track where

the vehicle is located.

What if I reserve a lot of trips to the same places?

Standing reservations (also known as Subscription Service) are available on a

limited basis for trips going to the same places at the same times.

Consider requesting a standing ride if you have a trip that fits all the following

requirements:

• Trip is taken at least once each week on the same day.

• Trip is between the same locations and at the same time.

• Trip has been taken consistently over the previous 30-day period.

• Trip is expected to continue for at least 60 days or more.

You only need to call once to request a Standing Reservation ride. It takes

approximately seven days to go into effect if we have space available.

It is important to remember that standing reservations are NOT guaranteed and

may be capped at no more than 50% of all rides in any given period. If space is

not available for your requested standing trip, you may ask to be placed on a

waiting list, which is reviewed regularly. If you are unable to secure a standing

ride trip, you may still call the day before, or up to seven days before, for each

individual trip.

To avoid no-show associated penalties, it is important to cancel your Standing

Order, such as if you are in the hospital or will be away for a certain period of

time. We can pause your Standing Order for up to two weeks. After two weeks,

we must allow others the opportunity to book Standing Order rides. You may

continue to make reservations up to 7 days in advance for each trip. County

Connection LINK will review your request again after 30 days.

What if I need to travel outside of Central Contra Costa County?

LINK provides service primarily to Central Costa County. However, we do offer

an option to ADA Paratransit riders who need to travel within the Bay Area but

outside of Central Contra Costa County.

Regional Transfer Trips

If you need a ride to Alameda, Marin, Napa, San Francisco, San Mateo, Santa

Clara, Sonoma, Solano, and West and East Contra Costa counties, we will

provide a Regional Transfer Trip. This means that you will ride LINK for the

Central Contra Costa County part of your trip, and then another paratransit

provider(s) will meet you at a transfer location to take you the rest of the way.

Although it is possible to schedule a regional trip the day before service, it is

much more likely you will get the reservation you want if you call as early as you

can. To assure that we can accommodate the coordination of your transfer trip

with another agency, please call 5-7 days in advance of the transfer trip. The

reservationist will make the arrangements with the other paratransit provider and

confirm your trip one or two days before the scheduled trip.

One Seat Regional Ride

County Connection along with partnering agencies (WestCAT, TriDelta, and

LAVTA/Wheels) offer a user friendly service for all its ADA eligible riders

travelling within East, Central, and part of West Contra Costa County or to the

Livermore-Amador Valley Transportation Authority Service Area (including cities

such as Livermore, Dublin, and Pleasanton). The One Seat Regional Ride

program allows you to be picked up from one service area and taken to another

service area without being transferred to another transit agency. You will

experience only one ride for your entire trip. Your One Seat Regional trip can be

booked directly through LINK Paratransit Scheduling department. We encourage

riders to plan ahead and call with several days notice when possible. You may

still experience a shared ride during your One Seat Regional Trip. To schedule a

One Seat Regional Ride please call 925-938-7433 and press option 5. For

“where is my ride” calls, please call our dispatch department at 925-938-7433

and press option 2 on the day of service or use the MyTransit app to track your

vehicle’s location.

Section 6: When Something Goes Wrong, including

Penalties for Violations of the Rules, Late Cancellations

and Missed Trips

This section will tell you more about some of the things that can go wrong on

LINK and some of the violations that can cause you to lose your ability to book a

standing order or to ride LINK.

I cancelled a trip late, or I missed a trip and did not cancel. What will

happen?

County Connection LINK is an advance booking system. Trips are booked and

space is reserved for each trip booked. Booking rides that you do not take

prevents others from booking and getting the rides that they desire.

If you will miss a trip for any reason, call LINK at 925-938-7433 as soon as you

know you can’t take the trip. If no one is available to take your call please leave a

message including your name, client ID, date and time(s) of trip(s) you wish to

cancel.

You must cancel at least one hour before your pick-up window begins. If you

cancel too late or miss the trip and do not call to cancel, we will record a ‘no-

show’.

A no-show will be recorded:

• If the ride is cancelled less than one hour before it is scheduled to begin.

• If the customer is not at the agreed-upon pick-up spot during the 30-

minute pick-up window.

• If the customer doesn’t board within five minutes from when the LINK

vehicle arrives during the 30-minute pickup window.

• If the customer has hand-to-hand service (for passengers who cannot

be left unattended), but a responsible person was not present for the

handoff.

Please note that if you "no show" any trip throughout the day, all subsequent trips

will remain scheduled until LINK can confirm that these other trips will need to be

cancelled.

Excused No-Shows: Passengers will not be penalized for no-shows or late

cancelations that are beyond their control. Passengers are encouraged to

communicate to LINK staff as soon as possible if their no-show is a result of

something completely beyond their control (e.g., a LINK error, delayed medical

appointment, medical emergency, death or family emergency).

Suspension for Excessive No-shows: All riders will receive a warning letter if

and when they no-show 4 of their total scheduled rides in a calendar quarter (as

defined below). All riders will receive a suspension letter if and when they meet

both of the following thresholds:

•

6 No-shows in a calendar quarter; and

•

No-shows for 30% of their total scheduled rides in a calendar quarter.

No rider will be suspended without (a) receiving a warning letter and then (b)

accumulating 2 or more additional No-shows.

Calendar quarters are three-month periods defined as:

•

January – March

•

April – June

•

July – September

•

October – December

Passengers who habitually violate the No-show Policy are subject to progressive

penalties within a two-year period.

•

First violation: 7-day (1-week) suspension

•

Second violation: 14-day (2-week) suspension

•

Third violation: 21-day (3-week) suspension

•

Fourth and subsequent violations: 28-day (4-week) suspension

Impact on Standing Orders Rides:

LINK is not obligated to provide Standing Order rides but does so as a courtesy

and convenience to its passengers.

You must use your standing ride at least 50% of the time. If you cancel more

than half of your standing ride trips in any 30-day period, we will stop providing

the standing ride.

If your Standing Order is cancelled, you may follow the normal reservation

process to book your rides.

What are County Connection LINK’s Rider Behavior Rules and what

happens if I do not follow them?

LINK’s Rider Behavior Rules are a set of rules that we ask all customers to follow

in order to ensure a safe and pleasant ride for all passengers. They include the

following:

•

Enter and exit the vehicle voluntarily. This means the rider should not

require an inordinate amount of coaxing from the driver. This could

cause delays.

•

The rider must be able to follow the driver’s instructions.

•

Stay buckled in the seat or wheelchair while the vehicle is moving. The

rider must not attempt to get up out of their seat while the vehicle is in

motion. This is unsafe.

•

Not attempt to exit the vehicle while it is in motion, at stop signs, stop

lights, while in traffic or while picking up other passengers.

•

Refrain from hitting or touching other riders or the driver.

• Not invite/engage sexual attention from other riders or the driver.

•

Refrain from abusing, physically and/or verbally, the driver and/or other

passengers.

If you do not follow the Rider Behavior Rules, LINK will work with you, or your

caregiver, to change the behavior. If the violations continue or if they are

threatening to others, you may be suspended from LINK service.

A first suspension will be for no more than 30 days. If a rider has had a prior

suspension within the last year or is being suspended for severe misconduct, the

suspension may be longer than 30 days. In case of extremely unsafe behavior, a

rider may be suspended indefinitely.

What if I do not agree with a decision to suspend my services?

It is your right to appeal penalty decisions made by County Connection LINK.

Decisions that you may appeal are:

•

Suspensions for no-shows.

•

Suspensions for violation of Rider Behavior Rules.

•

Determinations of eligibility-please see section 2/Eligibility for details.

Instructions to appeal a County Connection LINK decision are included in

eligibility and denial letters as well as all suspension notices.

Appeals are heard by a panel consisting of a LINK staff person, a rider advocate

and/or a medical professional.

Riders who appeal a suspension for violation of the No-show Policy may

continue riding LINK service pending the outcome of the appeals hearing.

You may bring anyone you wish to an appeal hearing to speak on your behalf.

LINK will provide free transportation for you to and from the appeal hearing. LINK

will also provide necessary aids/accommodations (including sign language

and/or foreign language interpretation) that you request for the appeal hearing, if

you request them at least one week in advance.

After the hearing, the panel will decide on whether to uphold the decision or

overturn it. The decision of the panel is final. County Connection will notify you of

the panel's decision in writing within five (5) business days of the hearing.

What will County Connection LINK do if there is an earthquake or another

disaster?

Most if not all paratransit providers will look to the county or governing agencies

for guidelines regarding the emergency, before picking up passengers.

Sometimes, LINK may have to limit trips to essential functions or life sustaining

trips only. This will include, but may not be limited to, trips to and from:

• Dialysis

• Grocery stores

• Chemotherapy appointments

• Medical facilities

• Essential job locations

You can bring your respirator, portable oxygen or other life support equipment as

long as it does not violate laws or rules related to transportation of hazardous

materials. Your equipment must be small enough to fit into the paratransit vehicle

and be managed by you or your personal care attendant.

What will County Connection LINK do if there is a medical emergency on

board?

All drivers are familiar with basic first aid and CPR but are not medical

professionals. If there is a medical or health emergency on board such as a rider

having a seizure or experiencing excessive bleeding after a dialysis treatment,

the driver will pull over, call 911 and wait for trained help.

I lost something on the County Connection LINK vehicle. What do I do?

Riders, personal care attendants and companions are responsible for keeping

track of their personal possessions while on LINK. If you discover that you have

left something on a vehicle, call (925) 938-7433 to report it. If the item is found,

you will be contacted and told where the item is being stored. You will have up to

30 days to retrieve it before it is donated to charity. If you take LINK to pick up

the item, you will be charged the regular fare.

If you find a lost item on the vehicle, please give it to the driver.

Section 7: Feedback? We want to hear from you!

Submitting a Complaint or Commendation

County Connection LINK uses communication from our riders to keep track of

how the paratransit system is working. To provide feedback, please tell us with

the name of the rider, the day and time of the trip, and the reservation or dispatch

agent that took the call or the driver that provided the ride. You can make a

complaint in any of the following ways:

•

Rate your trip on the MyTransit mobile App.

•

Call the customer service department at 925-676-7500 between 6:30am

and 6:30pm Monday through Friday and give us the information.

•

Email us at customerservice@cccta.org and give us the information.

•

Write to us at County Connection LINK Service, 2477 Arnold Industrial

Way, Concord, CA 94520.

All complaints are acted on. You will receive a letter, email or phone call

regarding your complaint and any updates associated with it. Should you find that

the final response or resolution at the end of an investigation is not satisfactory,

further instructions will be included on available next steps.

It is important to also let staff know when things are going well. Use any of the

above methods to communicate your positive experiences. Your praise will be

forwarded to drivers or other staff persons.

Reasonable Modification

County Connection LINK services is fully compliant with the Paratransit

requirements of the ADA. We are committed to making reasonable modifications

to policies, practices, and procedures to ensure LINK services are accessible to

everyone who is eligible. To make a request for a reasonable modification, you

may contact County Connection’s Director of ADA and Specialized Services at

(925) 680-2098 or dial 711 for the California Relay Services. You can also visit

our website at countyconnection.com/paratransit/ada-and-reasonable-

modification to submit a request using an online form. Please note, a request for

a reasonable modification will not be considered if it would:

• Fundamentally alter County Connection’s services or programs.

• Create a direct threat to the health or safety of others.

• Not be necessary to use County Connection services.

• Cause an undue financial or administrative burden for County Connection.

Persons who wish to file a complaint regarding a request for Reasonable

Modification that was denied, or alleging any action prohibited by the ADA may

obtain an Appeals form from Customer Service by phone, fax, email or in writing

to:

Customer Service, County Connection

2477 Arnold Industrial Drive

Concord CA 94520

Phone: (925) 676-7500

Fax: (925) 687-7306

email: customerservice@cccta.org

Forms can also be downloaded from our website at

countyconnection.com/paratransit/ada-and-reasonable-modification.

ADA Compliance Complaint

To file an ADA complaint, please contact the Director of ADA and Specialized

Services at (925) 680-2098 or online at our website

countyconnection.com/paratransit under ADA complaint.

Compliance with Title VI of the Civil Rights Act of 1964 (Title VI)

County Connection’s LINK Services are committed to ensuring no person is

excluded from participation in, or denied the benefits of its services, on the basis

of race, color or national origin as protected by Title VI. If you believe you have

been subjected to discrimination by County Connection LINK services under Title

VI, you may file a written complaint or call County Connection services at (925)

676-7500.

Title VI complaints should be filed as close as possible to when the alleged

discrimination occurred and no later than 180 days after the alleged incident.

Complaint forms are also available online at www.countyconnection.com.

Advisory Committee

The County Connection Advisory Committee meets every other month and

advises the Board of Directors on matters pertaining to fixed route and

paratransit services. The Advisory Committee is made up of both fixed route and

paratransit users who represent each of the jurisdictions served by the County

Connection system. For information on meeting times, membership or to

contact a representative, call (925) 680-2084.

Important Contact Information for LINK

Main Telephone Number:

925-938-7433

Main Fax: 925-687-3247

TDD:1-800-735-2929

Voice:1-800-735-2922

Or Dial 711 for CA Relay Service

Address: Attention County Connection LINK

2477 Arnold Industrial Way

Concord, Ca 94520

Website: countyconnection.com/paratransit

Eligibility Department………………….

Eligibility Dept. Fax……………………

Eligibility Email………………………..

Reservations…………………………...

Dispatch………………………………..

Cancellations…………………………..

One Seat Regional Ride……………...

Lost and Found...………………...……

Customer Service-Complaints &

Commendations……………………….

County Connection Fixed-Route Bus

Service Information……………………

Option to Press

From Main Line Direct Line

4……………………… 925-680-2138

………………………. 925-852-6719

…………………..ADA[email protected]

1………………………………………..

2………………………………………..

3………………………………………..

5………………………..925-680-2134

6………………………………………..

7……………………… 925-676-7500

For Information on City Based

Transportation Options and Other

ADA Paratransit Programs in Contra

Costa County visit: