Policies & Guidelines

Half-Fare Identification Card

The WPRTA fixed route bus service has a half-Fare program for eligible persons with disabilities, elderly and individuals presenting a Medicare card. Eligibility criteria under this program is based on the following:


*The Federal Transit Administration’s (FTA) defines persons with disabilities as persons “who by reason of illness, injury, age, congenital malfunction, or other incapacity or temporary or permanent disability (including any individual who is a wheelchair user or has semi-ambulatory capabilities), cannot use effectively, without special facilities, planning, or design, mass transportation service or a mass transportation facility.”

*Elderly—Under FTA regulations, “elderly” at a minimum, include all persons 65 year of age or over.

*Medicare Card—The Half-Fare ID card is available to any person presenting a Medicare card duly issued pursuant to Sections II and XVIII of the Social Security Act. It guarantees the holder eligibility under the Half-Fare program. As a proof of eligibility, it is distinct from eligibility as an elderly or person with disabilities.

*The half fare is $.60. A WPRTA photo ID card will be provided to all eligible applicants.


Individuals who have permanent or temporary conditions that may not affect their ability to make effective use of WPRTA buses and facilities may be determined to be ineligible to participate in the Half-Fare program. These conditions include:


*Pregnancy

*Obesity

*Drug Addiction

*Some chronic heart or lung condition

*Loss of finger

*Contagious disease

*Controlled epilepsy

*Conditions which pose a danger to the individual or other passengers

*The half-fare ID card can be obtained through the WPRTA Office, located at 1515 4th Street SW, Conover, NC 28613. Call the Customer Service Center at (828) 464-9444, TTD/TYY: (800) 735-2962 or 711 for additional information.


Trip Scheduling Information

Passengers who require trip scheduling or trip information may call the WPRTA Scheduling Center at 828-464-9444 or 7-1-1 or 1-877-735-8200 for Relay.


When scheduling your trip for flex route service please have the following information ready:


*Passenger name

*Pick up address

*Address of destination

*Arrival time to destination

*Approximate return trip request time

*Type of assistance device, such as wheelchair, cane etc.

*If a personal care attendant will accompany the passenger

*If a service animal will accompany the passenger

*If a personal attendant will accompany the passenger


Trip Denials

A trip request may be denied for the flex route if WPRTA is at full capacity or the time is not available to complete the trip as requested.


Subscription Service

A subscription trip for flex route service is an ongoing reservation for a specific day of the week (for example, to work, dialysis, physical therapy, merchants, community services etc.). It is useful to schedule a subscription trip when a passenger goes to the same place one or more days each week. Subscription trips allow a passenger to schedule all trip requests with one phone call. Please call our scheduling center during business hours to request a subscription trip. Subscription service is on a space available basis.


A passenger who cancels or changes a subscription trip more than 4 times in a calendar month, will lose the option of using subscription scheduling and will be asked to call in all trips on a daily basis no more than 48 hours in advance for a 30 day period.

If a passenger has a subscription it will be terminated upon the first suspension and they will not be eligible for a new subscription for the remainder of the fiscal year. 


Pick-Up and Drop Off

Passengers that request a trip on flex route service are picked up in between designated bus stops. Passengers will receive an estimated pick up time. Please be ready and waiting in a place where you can hear or see the vehicle when it arrives. Drivers are not allowed to enter a residence or other facilities to look for passengers. To avoid delaying other passengers, drivers will only wait five (5) minutes at a deviated stop before proceeding on their route.


It is recommended that passengers accessing the flex route at a bus stop should arrive (5) five minutes early to avoid missing the bus. 


The vehicle requires an obstruction-free approach and sufficient turn-around area for its vehicles. Under some conditions alternate pick-up and drop-off locations may be established because of obstructed driveways, turnarounds, or other safety concerns.


Passenger Assistance

Transportation service is provided by ADA accessible lift equipped vehicles for flex route service. All operators are trained to provide reasonable assistance. Operators are Not trained to provide medical assistance.


Reasonable assistance includes:

  • The operator will come to the curb of a residence or pick up location.
  • The operator will attempt to notify passengers of arrival by sounding horn.
  • The operator will assist passengers in boarding and exiting the van.
  • The operator will deliver the passenger to the curb of his/her destination.


Reasonable assistance DOES NOT include:

  • Assisting a passenger through the doorway or threshold of a residence.
  • Assistance getting in or out of a wheelchair.
  • Assistance in getting ready for the trip.
  • Administering medication or oxygen.
  • Assistance in carrying personal belongings or packages.
  • Assisting passengers in wheelchairs up or down stairs that have more than one step.
  • WPRTA reserves the right to refuse passenger assistance to areas deemed unsafe by the Authority.


Fixed and Flex Route Fares

The WPRTA Board establishes the fare for the fixed and flex route services. Fare must be paid upon each boarding by cash or ticket. Exact fare is required, operators cannot make change, Passengers may purchase tickets and passes from the bus driver. The current fares are as follows:


Fares

Local Fixed (and Flex) Route Bus Fares


Single Ride Fare (each boarding) 


Exact Fare (only additional funds will not be reimbursed to passenger) -- $1.25


Seniors (65 or older), Disabled Persons, or Medicare card holders. (Show the Medicare ID card or apply for a half fare card. To receive the half fare, show either a Medicare card or the WPRTA half fare ID card to the driver upon boarding the bus.) -- $0.60


Children five and under -- Free


Transfers (first bus to next bus in same direction; ask the driver for a transfer before exiting vehicle) -- No charge


One-day pass -- $3.00 (purchase on board the bus)


Week (six-day) pass -- $12.00 (purchase at the Transit Center and Conover office)


Thirty-day pass -- $45.00 (purchase at the Transit Center and Conover office)


Student Semester Pass -- $100


Taylorsville Bus Service (Taylorsville Flex Route) -- Free


Personal Care Attendant and Guests

A personal care attendant (PCA) is someone who travels with a passenger to provide any assistance. A PCA rides for free and must board and de-board at the same location as the passenger. Your PCA may also meet you at both ends of your trip.


Please inform the customer service representative, each time you make a reservation, that a PCA will accompany you to ensure sufficient seating availability on the van.


Please inform the customer service representative, each time you make a reservation, if a guest will accompany you to ensure sufficient seating availability on the van.


Please note that if a passenger cannot be left alone at a destination, or if the passenger must be under constant care or supervision, WPRTA may request the passenger to travel with a PCA. WPRTA is unable to alter or modify procedures or policies in order to provide specialized services to passengers who need services beyond the passenger assistance guidelines.


Cancellations and No Shows

Passengers unable to keep scheduled appointments must call (1) hour prior to the designated pick up time for in county trips and by 4:00 p.m. the day before for out of county trips.


Failure to take a scheduled trip or cancel that trip within the cancellation policy guidelines will result in a "No-Show." A pattern of successive no-shows may result in service suspension. No-show suspension guidelines are as follows.


First No-Show: After the first no-show the passenger will receive a verbal warning to call in cancellations in advance per the cancellation guidelines along with a verbal reminder of No Show consequences.


Second No-Show: After the second no-show the passenger will receive a second verbal warning to call in cancellations in advance per the cancellation guidelines along with a additional verbal reminder of No Show consequences.


Third No-Show: After the third no-show the passenger will be placed on a thirty (30) day suspension from the date the third no-show occurred.


All no-shows following the third no-show suspension will be treated as a third no-show resulting in a thirty (30) day suspension.


If a passenger has a subscription it will be terminated upon the first suspension and they will not be eligible for a new subscription for the remainder of the fiscal year.  


No-show violations will expire at the end of each fiscal year, beginning on July 1st, and ending on June 30th.


Unattended Customer Procedure

Customers determined as unable to be left unattended (based on age, cognitive limitations or special request of the responsible party) may schedule rides and ride unattended, however, arrangements must be made to have a responsible party meet the vehicle at each location. A customer or their legal guardian must submit a request for a passenger to be determined as unable to be left unattended. The driver will only wait five minutes for the responsible party to meet the vehicle. If no one arrives, the driver will notify the Authority and continue on their route. WPRTA will attempt to reach the designated emergency contact person. If the customer is not met by the end of the route, they will be returned to the bus garage. The customer will not be left unattended, however, the appropriate authorities will be notified to assist in locating a responsible party. Customers who must continue on a route beyond their scheduled destination may be subject to suspension of services. To submit a request, please call 828-464-9444.


Disruptive Behavior

Disruptive or abusive behavior of any type, directed towards WPRTA employees or passengers, will not be tolerated. Instances of abuse will be thoroughly investigated on a case-by-case basis. The severity of the instance will determine the penalty and may range from a letter of warning to criminal prosecution. WPRTA reserves the right to suspend and/or revoke transportation privileges in cases of abusive behavior when the safety and well being of the employees and/or passengers is compromised.


Service Animals

Service animals are welcome to ride the Dial-A-Ride vehicle. Passengers using a service animal are responsible for the animal and will be held liable for the behavior and actions of the animal. Service animals regardless of training or certification may be denied transportation if the animal becomes out of control and effective action is not taken to control the animal by the owner. WPRTA does not transport non-service animals.


Carry-on Items

Passengers are allowed to bring on the bus or van as many packages as they are capable of carrying in one trip. Drivers are only allowed to assist with two bags OR one cardboard grocery box. If help is needed for additional packages, a companion must be available to assist the passenger. Passengers packages are to be held within their lap, wheelchair or motorized scooter. Packages are not to be stored in the aisles of the vehicle or in unoccupied seats.


Rules and Regulations to Ride By

The Authority’s van operations comply with all state and federal safety policies, as well as criminal statutes and municipal ordinances to ensure the safety of our passengers and the public at large. Here is a list of some of those policies that are meant to help you and your fellow passengers enjoy a safe and stress-free ride:


*No profanity.

*No Smoking.

*No eating or drinking aboard the vehicles.

*The use of portable audio equipment without headphones is prohibited.

*Keep the aisles clear of hazards such as carts, packages, and strollers.

*Life support equipment such as respirators and portable oxygen may be brought on board the vehicles as long as it does not violate the law or rules relating to transportation of hazardous materials and can fit into the vans safely and without obstructing the aisle and/or blocking emergency exits. All carry on portable units must be secured.


Lost and Found

Articles left on vehicles can be claimed by calling WPRTA at 828-464-9444 or by visiting our office at 1515 4th St. S.W., Conover, NC 28613, Monday thru Friday 8:00 a.m. until 5:00 p.m. Inquiries about lost items should be made as soon as possible. 


Inclement Weather

Service will be limited and possibly cancelled when adverse weather creates conditions hazardous for passengers, operators and vehicles. Passengers may call 828-464-9444 for inclement weather updates.


Seat belts and Wheelchair Securement

WPRTA utilizes wheelchair securements straps to secure devices. The vehicles are designed to utilize four (4) securement straps, a lap and a shoulder belt. WPRTA’s policy requires that all passengers utilize them for their own safety as well as the safety of other passengers.


WPRTA will accommodate the following wheelchair / scooters:


*All wheelchairs that can be accommodated by the lift


Passengers using mobility devices transferring to a seat

The WPRTA may not deny transportation to a wheelchair or its user on the ground that the device cannot be secured or restrained satisfactorily by the vehicle securement system. In the event that the device cannot be secured or restrained, the vehicle operator may recommend to the user of the wheelchair that he/she may transfer to a vehicle seat.


Use of lift ramps by standees

The WPRTA will allow persons with ambulatory disabilities who do not use wheelchairs (e.g., persons who use leg braces and canes) to enter the vehicle by standing on the lift.         


Priority seating

Requesting persons sitting in priority seats vacate those seats when a person with a disability needs to use them


When necessary, a WPRTA driver will ask passengers to vacate designated seats for persons with disabilities and senior citizens. Drivers are not required to enforce the priority seating designation beyond making such a request. Priority seating on WPRTA vehicles are located near the front of the vehicles as posted.     


Public information/communications available in accessible formats

WPRTA information materials concerning transportation services are available to the public through print and electronically via the internet. Upon request, they are available in foreign languages, Braille and audio cassette.


Lift and ramp deployment at any stop

WPRTA shall permit a passenger to use the lift to disembark from a vehicle at any designated stop, unless the lift cannot be deployed, the lift


Lost and found

Greenway Public Transportation keeps all items found on the buses and vans for 60 days. Please contact the driver dispatch office at 828-465-7634 for more information. 


Comments are Welcome

WPRTA values passenger and agency comments, compliments, complaints and suggestions.


Comments may be mailed to WPRTA at PO Box 459 Conover, NC 28613, by calling 828-464-9444 or by e-mailing your comments to customerservice@wptrta.org.

AMERICANS WITH DISABILITIES ACT (ADA) PARATRANSIT INFORMATION

Americans with Disabilities ACT (ADA)


The Americans with Disabilities ACT (ADA) is a federal Civil Rights Law first enacted in 1990 for persons with disabilities. Section 223 of the ADA requires Western Piedmont Regional Transit Authority (WPRTA) operating as Greenway Public Transportation to provide Paratransit Service to all ADA eligible riders, who because of a disability (see ADA Paratransit Service Fact Sheet) are not able to use Greenway Public Transportation’s regularly scheduled fixed route buses. The Paratransit service is only available to passengers who certify as an eligible ADA Paratransit rider.


How to apply

To apply for the WPRTA / Greenway Public Transportation ADA Paratransit Service, call (828) 464-9444 to request an application. An application may also be obtained at the administrative office located at 1515 4th St. S.W., Conover, NC 28613. 


Application Process: 


Complementary Paratransit (ADA) Application


Fill out the application, or have someone fill it out for you; make sure to sign the application, and return the completed application to WPRTA / Greenway Public Transportation via US mail at the address below.


 

 

 

 

 


WPRTA / Greenway Public Transportation

P.O. Box 459 

Conover, NC 28613

Attn: ADA Coordinator


or via Fax: (828) 466-0570 

Attn: ADA Coordinator


It is very important that all questions are answered, and that the application is signed. An unsigned application is considered an incomplete application. The application process may be delayed while we try to reach you.


If you feel that the opinion of a licensed professional might help in determining your eligibility for this service, you are welcome to include this information, however it is not required as part of the initial application.


Notification Status

The applicant will be notified of ADA eligibility status by letter within 21 days of WPRTA / Greenway Public Transportation receiving both the completed applicant (passenger) and professional applications.


WPRTA / Greenway Public Transportation ADA Paratransit Service is only offered to ADA Certified passengers.


Complaint for Appeal for ADA application denials:


If you disagree with a decision or have further information that would like WPRTA to consider, you have the right to appeal in person at 1515 4th St. SW, Conover, NC 28613 or in writing to WPRTA PO Box 459, Conover, NC 28613 within 60 days of the date of the denial letter.


Additional ADA Information:

I. ADA Complimentary Paratransit Service


The Western Piedmont Regional Transit Authority paratransit system operates in accordance with the Americans with Disabilities Act and is designed to serve individuals whose disabling conditions or functional limitations prevent them from using regular WPRTA fixed route services. Service is provided within 3/4 mile to and from the city bus route in the cities of Conover, Hickory, and Newton and the Town of Taylorsville. The program allows eligible users to ride in WPRTA paratransit vans at a cost of $2.50 per trip.


Within twenty-one (21) days of receipt of a completed application, an eligibility determination will be made. The submission of this application does not guarantee eligibility. Eligibility determination will be in writing, and will inform the applicant of the acceptance or denial of eligibility. In the case of a denial, the specific reason for the denial and a description of the appeal process will be provided to you.


ADA Paratransit Eligibility Standards:

Under the ADA regulations, individuals who qualify for para-transit services fit at least one of three categories:

 

  • The individual is unable, as a result of mental or physical impairment, to get on, ride, or get off an accessible WPRTA vehicle.
  • The individual has a specific impairment-related condition (including limitations of vision, hearing or disorientation), which prevents travel to or from a bus boarding locating or disembarking location.


ADA Reasonable Modification/Accommodation

 

WPRTA provides ADA Reasonable Modification/Accommodation as required by The Americans with Disabilities Act (ADA) and section 504 of the Rehabilitation Act of 1973, as amended (section 504), amended as of July 13, 2015 to require Public entities providing designated public transportation (e.g., fixed route, demand-responsive, and ADA complementary paratransit) service to make reasonable modifications/ accommodations to policies, practices and procedures to avoid discrimination and ensure that their programs are accessible to individuals with disabilities unless providing such accommodations are an undue financial and administrative burden or constitute a fundamental alteration of the program or activity.


The NPRM recognized three types of modifications that would not create an obligation for a transportation provider to agree with a request: (1) Those that would fundamentally alter the provider’s program, (2) those that would create a direct threat, as defined in 49 CFR 37.3, as a significant risk to the health or safety of others, and (3) those that are not necessary to enable an individual to receive the provider’s services.


Passengers can request a reasonable modification/accommodation through the following:

 

  • Through the eligibility process when requesting service, the request should be as specific as possible and include information on why the requested modification is needed in order to allow the individual to use the transportation provider’s services.
  • Upon scheduling an appointment with the WPRTA Call Center
  • Upon request to a vehicle operator with approval from the Dispatch Office when an advanced request for modification/accommodation is not feasible.
  • Whenever feasible, requests for modifications should be made in advance. This is particularly appropriate where a permanent or long term condition or barrier is the basis for the request (e.g., difficulty in access to a paratransit vehicle from the passenger’s residence; the need to eat a snack on-board the vehicle to maintain a diabetic’s blood sugar levels; lack of an accessible path of travel to a bus stop, resulting in a request to have the bus stop a short distance from the bus stop location).


Accessible services


Accessible format(s):


WPRTA information materials on transportation services are available to the public in print and electronically via the Internet. Upon request, they are available in foreign languages, large print, Braille, audio cassette, and other formats as requested.


ADA Complimentary Paratransit Service


The Western Piedmont Regional Transit Authority paratransit system operates in accordance with the Americans with Disabilities Act and is designed to serve individuals whose disabling conditions or functional limitations prevent them from using the regular fixed route services of WPRTA. Service is provided within 3/4 of a mile to and from the city bus route in the cities of Conover, Hickory and Newton. The program allows eligible riders to ride WPRTA paratransit vans at a cost of $2.50 per trip.


Within twenty-one (21) days of receipt of a completed application, an eligibility determination will be made. Submitting this application does not guarantee eligibility. The determination of eligibility will be made in writing and will inform the applicant of the acceptance or denial of eligibility. In the event of a denial, you will be provided with the specific reason for the denial and a description of the appeal process.


ADA Paratransit Eligibility Standards:


Under ADA regulations, people who qualify for paratransit services fit into at least one of the categories:


The person may not, as a result of a physical or mental impairment, get on, ride or get off an accessible WPRTA vehicle.


The person has a specific disability-related condition (including limited vision, hearing, or disorientation), which prevents them from traveling to or from a location to board or disembark from the bus.


Visitors who are eligible to ride ADA Paratransit on other public transportation systems may be eligible to ride up to 21 days per year on complimentary Paratransit service available in the cities of Conover, Newton, and Hickory. Fax documentation regarding your current eligibility status to 828-466-0570 or call 828-465-7628 for additional information.


How to apply (**see top of page)


Reasonable accommodation / modification of the ADA


The WPRTA provides reasonable modifications / accommodations to the ADA as required by the Americans with Disabilities Act (ADA) and section 504 of the Rehabilitation Act of 1973, as amended (section 504), as amended effective July 13, 2015 to require public entities providing designated public transportation (e.g. fixed route, demand response and ADA supplemental paratransit) to make reasonable modifications / adaptations to policies, practices and procedures to avoid discrimination and ensure that its programs are accessible to people with disabilities, unless providing such accommodations is an expense and administrative burden or constitutes a fundamental alteration of the program or activity.


The NPRM recognized three types of modifications that would not create an obligation for a transportation provider to agree to a request: (1) Those that would fundamentally alter the provider's program, (2) those that would create a direct threat, as defined in 49


CFR 37.3, as a significant risk to the health or safety of others, and (3) those that are not necessary to allow a person to receive services from the provider.


Passengers can request a reasonable accommodation / modification through the following:

  • Throughout the eligibility process when requesting the service, the request should be as specific as possible and include information on why the requested modification is needed to allow the individual to use the transportation provider's services;
  • When scheduling an appointment with the WPRTA Call Center;
  • Upon request to a vehicle operator with the approval of the Dispatch Office when an advance request for modification / accommodation is not feasible.


Whenever possible, requests for modifications should be made in advance. This is particularly appropriate when a permanent or long-term condition or barrier is the basis of the request (for example, difficulty accessing a paratransit vehicle from the passenger's residence; the need to eat a snack on board the vehicle to maintain blood sugar levels of a diabetic; lack of an accessible path to travel to a bus stop, resulting in a request for the bus to stop within walking distance of the stop location).


Compliments and complaints:


WPRTA values ​​comments, compliments, complaints and suggestions from passengers and agencies.


Comments can be mailed to WPRTA at PO Box 459 Conover, NC 28613, by calling 828-464-9444, or by emailing comments to customerservice@mygreenway.org.


Complaints can be mailed to WPRTA at PO Box 459 Conover, NC 28613, by calling 828-464-9444 or by emailing your comments to customerservice@mygreenway.org.


West Piedmont Regional Transit Authority administrative appeals process for individuals denied eligibility for paratransit and for individuals suspended from service


If you disagree with a decision or have more information that you would like the WPRTA to consider, you have the right to appeal in person at 1515 4th St. SW, Conover, NC 28613 or in writing to WPRTA PO Box 459, Conover, NC 28613 within 60 days from the date of the denial letter.


An applicant for WPRTA ADA Paratransit Service who has been determined to be ineligible, conditionally eligible, or suspended from public transportation has the right to appeal the decision in person.


The administrative appeal process is intended to provide individuals who have been denied eligibility or those who have been suspended from service the opportunity to have their cases heard by an official (s) other than the one who took the initial determination.


Structure of the appeal process


The Executive Director will hear the initial appeal. A three-person panel who are members of the Transportation Advisory Board (TABAC) Appeals Committee will hear further appeals based on the Executive Director's decision.


How to file an appeal


Generally, WPRTA staff will make the initial determination of eligibility / denial / suspension in writing to the person involved. If an individual wishes to have the staff determination reviewed, the individual must request in writing a review of the determination within 60 days of the date of the initial determination. Requests for review should be sent to:


Executive Director

Western Piedmont Regional Transit Authority

P.O. Box 459

Conover, NC 28613


The request to review the determination must be accompanied by supporting evidence, documentation, or other consideration that the appellant wishes to have considered. A finding will be sent to the person involved within 30 days of receipt of the request for review.


If the person is not satisfied with the Executive Director's decision, a new appeal may be submitted to the Transportation Advisory Board (TABAC) Appeals Committee. The appeal must be filed within 60 days from the date of the Executive Director's notice of review. Appeals to the committee should be directed to:


Director of Planning, Community Development and Data Services

COG of Western Piedmont,

P.O. Box 9026

Hickory, NC 28603


Once an appeal request is received at the WPRTA office, a hearing date will be set and written notice will be mailed to the applicant. The individual must appear in person. The TABAC determination is final and will be made within 30 days of receipt of the appeal request.


What to expect at the hearing


The hearing will review the judgment (s) that were made regarding the individual's eligibility in the initial determination.


Individuals who did not participate in the initial eligibility determination will hear the appeal.


It may be desirable for the staff member involved in the initial determination to be available to provide information and reasons for the initial decision.


The applicant may request the assistance of an interpreter at the hearing. The Appeals Committee will provide written notification of the appeal decision within 30 calendar days. This will include the specific reasons for the decision.


Presumptive eligibility will be granted to individuals with disabilities if a decision is not made within 30 days of the completion of the appeal process.


This document can also be obtained in other formats by contacting the WPRTA Programming Center at 828-464-9444 or 7-1-1 or 1-877-735-8200 for Relay.

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