Riders Guide/QA

The Community Transportation Coordinator (JTA Connexion) is comprised of the Duval County Transportation Disadvantaged Coordinating Board, which is a policy oversight body; the Community Transportation Coordinator, the Jacksonville Transportation Authority (JTA), which oversees the day-to-day management contractor; and MV Transportation, which manages the system, takes reservations, schedules trips and oversees contracts with the carriers who employ the drivers and operate the vehicles. In an effort to explain the services offered, we have prepared this RIDER’S GUIDE to help you plan and make your trip trouble free.

Everyone associated with JTA Connexion service is committed to providing quality service with safe, courteous, on-time performance. Throughout this guide, you will find helpful customer information regarding:

Reservation Telephone Numbers
Agency Telephone Numbers
Hours of Operation
How to Make a Reservation
Types of Service
Eligibility
TD Program
Driver and Rider Responsibilities
Code of Conduct
Grievance Procedures
Definitions

Reservations (904) 265-6999
Daily including weekends and holidays 7 a.m. to 6 p.m.

Next day reservations will be accepted until 6 p.m.
Changes to an existing reservation will be accommodated if possible. However, same day changes may result in trip delays.

Cancellations (904) 265-6999
Must be made at least one and one half hours prior to your scheduled pick up time to ensure that the driver has adequate time to adjust the route.

Customer Concerns - See Grievance Procedures

TDD (904) 636-7404

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Hours of Operation

Service hours vary according to the agency sponsoring your service. The hours shown below generally apply to most riders.

Monday - Saturday 5 a.m. – 10:30 p.m.
Sunday 6 a.m. – 8:30 p.m.
Holidays 6 a.m. – 8:30 p.m.

No service is provided on the observed holidays:

New Year’s Day
Memorial Day
Independence Day
Labor Day
Thanksgiving Day
Christmas Day

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Types of Service
Jacksonville/Duval County JTA Connexion provides door-to-door advance reservation, prescheduled non-emergency service only.

ADA – Complementary paratransit services to persons with disabilities unable to use the JTA fixed route (bus lines and Skyway) service funded by JTA.

TD Program (Non-Sponsored Funding) – Transit service for those individuals who are transportation disadvantaged and without a sponsoring funding source, through the State of Florida Commission for Transportation Disadvantaged and the City of Jacksonville.

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How to make a Reservation
Call (904) 265-6999
TDD (904) 636-7404

Have the following information available:

• Name
• Date of birth
• Start/pick up address (including zip code, building number, apartment number and any other identifying information)
• Date and time of appointment
• Street address of appointment (including building, agency, name, building number, suite number and zip code)
• Trip purpose (to determine funding program eligibility)
• Earliest pick up time for your return trip
• Exact location for return pickup
• Telephone number of your destination

Let the customer service representative know if you are traveling with a companion or an ADA attendant. Please state the type of mobility equipment, if any, that he/she will use.

Let the customer service representative know if you have any special circumstances (i.e. you usually walk but, due to an injury, you must temporarily use a wheelchair).

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Eligibility

ADA (Americans with Disabilities Act)
ADA provides trips to individuals whose disability prevents them from using the JTA fixed route (bus lines and Skyway) system. Trip purpose is not a consideration.

1. Individuals must complete an application, available by calling (904) 265-6001, TDD (904) 636-7402, to determine eligibility.
2. Eligibility must be determined before your first scheduled trip.
3. ADA eligible riders may travel anywhere within a three-quarter mile radius and during the hours of the comparable JTA fixed route bus line or the nearest Skyway station.
4. ADA riders may travel with a companion if requested when the original reservation is made. All companions must pay the same fare as the eligible rider and are picked up and dropped off only at the same location as the rider.
5. Companions are persons accompanying the rider to a common destination.
6. Attendants are not charged a fare under ADA requirements. Each ADA eligible client must be pre-certified to have an attendant.
7. Attendants are allowed only if required by the rider to complete the trip or provide for personal needs.
8. Clients requiring an attendant to complete the transportation portion of the trip will not be transported if the attendant is not present.

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Monthly JTA Fixed Route
(Bus Lines and Skyway)
Pass Program

The Monthly JTA Fixed Route (bus lines and Skyway) Pass Program is separate from service provided by JTA Connexion. The Monthly Pass is good for any JTA fixed route (bus line and Skyway) schedule at any time during the month. (This Monthly Pass Program does not include transportation on special event shuttles.)

The Monthly Pass is valid from the first day through the last day of the month.

Purchase your Monthly Pass at:
Jacksonville Transportation Authority CTC Office
5711 Richard Street
Jacksonville, Florida 32216
(904) 265-6001
TDD (904) 636-7402

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TD Program
(Non-Sponsored)

1. Individuals must complete an application, available by calling (904) 265-6001, TDD (904) 636-7402 to determine eligibility.
2. Non-sponsored eligible riders may travel anywhere in Duval County.
3. Non-sponsored trips are for any purpose. Priority is given to those clients going to life-sustaining medical appointments such as dialysis.
4. Trips under this program are limited. Schedule your trip as soon as possible.
5. One person may travel with a non-sponsored eligible rider and must pay the same fare. Eligible riders requiring a person to accompany them in order to complete the transportation portion of the trip will not be transported without the person present.
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Agency Sponsored Transportation

Several local agencies pay for transportation on JTA Connexion. Each agency has its own eligibility, funding and service criteria.

• The sponsoring agency determines eligibility.
• Clients may ride within and outside Duval County as determined by the sponsoring agency.
• Agency sponsored trips must be requested by caseworkers or authorized agency staff.

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Driver and Rider Responsibilities

Driver Responsibilities

1. The driver is required to wait five minutes after arrival during the 30-minute pick up window (15 minutes prior and 15 minutes after the scheduled pick up time). If you do not board within that five minute time period, you will be marked as a "no-show" and the driver will leave. If you have more than three "no-shows" within a 30-day period, you will receive a written Notice of Service Suspension for 30 days.
2. Drivers will pick up and drop off clients on the curb closest to the pick up or drop off point. No other assistance will be provided away from the curb. Please arrange to have an attendant or escort assist you if required.
3. The driver is trained to assist you if needed for boarding to and from the curb and vehicle. If you feel you need such help, please ask the driver if he/she has not already offered.
4. The driver will collect the exact fare from the rider and companion (as applicable) upon boarding the vehicle.
5. Use proper transportation etiquette. This means that drivers will not abuse customers or members of their party.
6. Properly secure wheelchairs with a four-point tie-down and proper seat belt restraint.
7. Ensure the vehicle is neat and clean, free from debris or loose objects.
8. Maintain and operate the vehicle in a safe and efficient manner abiding by all local and state traffic regulations.
   

Rider Responsibilities

1. Be ready to board the vehicle up to 15 minutes prior to the scheduled pick-up time.
2. Be visible to the driver when the vehicle arrives at your pick up location.
3. Practice proper transportation etiquette. This means you should not abuse the drivers, dispatching staff or other riders.
4. Practice good personal hygiene.
5. Provide your own wheelchair, if needed. Riders will not be carried up or down stairs to access the vehicle.
6. Adhere to strict safety guidelines by wearing seat belts on vehicles.
7. When traveling with a child under five years of age, you must provide a child restraint seat.
8. Personal belongings are rider's sole responsibility. Only those items that can personally be managed will be transported. Drivers will assist with the equivalent of two grocery size bags.
9. Have exact fare or tickets available prior to boarding the vehicle.
10. Do not provide gifts or tips to the drivers.
11. Service animals are welcome on all JTA Connexion and all other JTA transit vehicles. All other animals are prohibited.

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Code of Conduct

1. Riders and drivers are required to follow these rules of conduct to ensure everyone’s safety.
2. Eating, drinking or smoking is not permitted on the vehicle.
3. Riding or driving under the influence of alcohol or illegal drugs will not be tolerated.
4. Abusive, threatening or obscene language or similar actions are not permitted.
5. Riders are responsible for exact fares. Change will not be provided.
6. Physical abuse of a rider or driver will not be tolerated.
7. Operating or tampering with equipment while on board the vehicle is prohibited.
8. Passengers may use radios, cassette tape players, compact disc players or other sound generating equipment with headsets only.
9. Drivers are prohibited from talking on cell phones while the vehicle is moving.
10. Any behavior that is disruptive to the driver or other passengers will not be tolerated.
11. Riders who violate these rules of conduct are subject to penalties, up to and, including service suspension. NOTE: Riders who engage in physical abuse or cause physical injury to another rider or driver may be subject to immediate and permanent suspension and possible criminal prosecution.
12. Drivers who violate these rules of conduct are subject to penalties as stated in their carrier contracts.

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Grievance Procedures

All grievances related to the quality or timeliness of service provided by JTA Connexion should first be addressed to the customer service department at (904) 265-6999, TDD 636-7404. The normal processing time is seven (7) days.

If your grievance concerns scheduling a future ride or a ride that has been scheduled call JTA Connexion’s customer service department at (904) 265-6999, TDD 636-7404. If the customer service representative does not answer your question in a satisfactory manner, speak to a supervisor.

1. If you have not received an answer in seven days, are not satisfied with the answer given to a problem with your currently scheduled trip or have other transportation related questions, contact the following:
2. If you believe your ADA transportation rights have been violated or your related certification/eligibility is incorrect, contact the JTA Mobility Planning Coordinator at (904) 633-8527, Voice/TDD (904) 630-3191.
3. When you believe the assistance or answers you have requested are inadequate, call (904) 630-3100, Voice/TDD (904) 630-3191 and leave your name, telephone number, address and a description of the inadequate service. Your information will be given to a supervisor or manager to investigate and follow up with you.
4. When you believe all grievance processes have failed related to your CTC service, contact the Local Transportation Disadvantaged Coordinating Board’s Grievance Committee by leaving a message with the First Coast MPO at (904) 630-1903.

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Agency Phone Numbers

Florida Commission for the Transportation Disadvantaged,
Ombudsman Office
Help line (800) 983-2435, TDD (850) 410-5708.

Community Transportation Coordinator (CTC)
Jacksonville Transportation Authority
(904) 265-6001
TDD (904) 636-7402

MPO Office
(904) 630-1903

Florida Relay Service 711

Hearing-impaired individuals can dial 711 to connect to any phone number via a Florida Relay Service operator. The operator reads the message to the person at the other end then types the person’s response to the TDD/TTY user.

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Definitions

ADA – Americans with Disabilities Act of 1990
Signed into law making it illegal to discriminate against persons with disabilities regarding employment, public services, public accommodations and telecommunication. The law’s intent is to provide equal opportunity to persons with disabilities, allowing them to fully participate in society, live independently and with economic self-sufficiency.

ATTENDANT – A person who travels with an ADA rider to assist in the transportation or in meeting their personal needs.

CTC – Community Transportation Coordinator.
The Jacksonville Transportation Authority is recognized by the state of Florida as the agency responsible to coordinate all publicly funded transportation for the disadvantaged services in Duval County.

COMPANION – Medicaid, ADA and Non-Sponsored rules allow any person to be a companion. Other funding providers allow companions on a case-by-case basis.

ESCORT – A person who is required to travel with a Medicaid eligible rider to assist him/her on any portion of the trip.

HOUSE OF REPRESENTATIVES REPORT 101-485, PART 1 AT 29-30
Paratransit verbiage as it relates to curb cuts and eligibility

…due to lack of curb cuts in the path of travel of an individual with a disability since, in the short term, such barriers can often be navigated around and, more importantly, pressure to eliminate these architectural barriers must be maintained on the state and local government entities responsible for eliminating them. In the same way, distance from a boarding or disembarking location alone does not trigger eligibility. The House of Representatives Public Works and Transportation Committee (H. Report 101-485, Part 1 at 29-30)

JTA – Jacksonville Transportation Authority
Mass transit, road building and the designated CTC for Duval County.

JTAC – Jacksonville Transportation Advisory Committee
A group of volunteers, comprised of riders, who meet the second Friday monthly from 4 – 6 p.m. in an advisory capacity to JTA’s ADA complementary paratransit services. All meetings are open to the public and are held in JTA’s Board Room, 100 North Myrtle Avenue. If you would like to attend a monthly meeting, please contact JTA at (904) 265-6001, TDD (904) 636-7402 for further information.
If you are unable to attend the regularly scheduled JTAC meetings, JTA has established a special phone line (904) 633-8522, TDD (904) 636-7402. Please voice your concern or suggestion in a detailed message on the answering machine. Your message will be transcribed and given to the JTAC committee for review and action as appropriate.

JTA Connexion – The new name, effective October 1, 2001, for the Community Transportation System (CTS) including the group of companies providing transportation services for eligible riders in Duval County.

LCB – Duval County Local Transportation Disadvantaged Coordinating Board chaired by a City Council Member and comprised of several local agencies and customers of the paratransit service who provide policy and other input.

MPO – Metropolitan Planning Organization (Staff to LCB).
An organization for transportation planning established by a group of local governments in an area with a total population of 50,000, designated by the United States Census Bureau as an urban area. The First Coast MPO is the designated organization for the Jacksonville Urbanized Area and is the staff to the Duval County LCB.

SERVICE ANIMAL – Any animal that provides a disabled customer assistance including dogs, monkeys, cats and others as declared by the disabled person. Service animals accompany the disabled riders on JTA Connexion and all other JTA transit vehicles.

TD – Transportation Disadvantaged (Non-Sponsored Funding)
Trips provided for the disabled, elderly or economically disadvantaged riders for any purpose.

JTA Connexion Rider’s Guide is also available in an alternative format upon request. Call (904) 265-6001, TDD (904) 636-7402, or for text version use this link.

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