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   Transit Services - Access Express
Lady in a wheelchair City Utilitiesĺ Transit offers Access Express as a origin-to-destination transportation service for certified riders who are unable to use the regular fixed-route bus due to a disability or health condition. In order to utilize this service, riders must be pre-approved.

Access Express Reservations: (417) 831-8711
Transit Overview >  Access Express

Access Express Topics
General Information
Operating Hours
Reservations
Cancellations
No-Shows
Eligibility Requirements
Picture ID
Fare Information
Personal Care Attendants
Required Waiting Time
Service Area
MO HealthNet (Medicaid)
New Paratransit Buses
Origin-To-Destination/Curb-To-Curb
Appeals Process
Contact Information


  • General Information
    City Utilities operates a Paratransit Service to serve the disabled who are unable to ride a regular route bus. Our specially-designed vehicles equipped with low-floor ramps are used to transport passengers to their destination within the designated service area.
    • ADA Rights - convenient tips concerning your ADA rights.

    Access Express is a service that is operated on a demand-responsive, origin-to-destination basis - the basic mode being curb-to-curb service. Reservations may be made next-day up to seven days in advance.
    Language translation tools are available for Access Express applications and policies and procedures. Contact Transit Services at (417) 831-8711 for more information.


  • Operating Hours
    The Paratransit Service (Access Express) is available during the same operating hours as our regular route service. The service operates Monday through Saturday between the hours of 6 am and 11 pm, and on Sunday from 7 am to 11 pm, with the exception of the six major holidays. Service hours on holidays are from 8 am until 6 pm, except Christmas Day, which is 11 am until 5 pm.


  • New Paratransit Buses
    New Access Express bus In July, 2010, City Utilities Transit unveiled a new fleet of paratransit buses replacing five (5) 1997 model coaches currently being used. The new fleet offers the low-floor feature making it much easier for passengers that have difficulty negotiating steps to enter and exit the coach. A ramp for passengers traveling in wheelchairs replaces the lift.

    The new paratransit coaches also have the "blue wave" design featured on the outside of the coach. This design is being carried over to the bus stop signs and will be featured on the fixed route fleet of buses when they are replaced.

    The purchase of these coaches was fully funded through the American Recovery and Reinvestment Act of 2009.


  • Origin-To-Destination
    While complementary paratransit service for ADA paratransit eligible persons shall be origin-to-destination service - the basic mode of Access Express is curb-to-curb. It is the responsibility of the rider to make proper arrangements for assistance beyond these points.


  • Eligibility Requirements
    Service eligibility is dependent upon the individual's inability to use the regular fixed-route buses. All riders must complete an application for certification for paratransit eligibility. Some individuals may be eligible for Access Express on a conditional basis and will ride both fixed-route and Access Express on a trip-by-trip basis.

    Each application is reviewed by an advisory committee for eligibility determination. Approval of the application and notification to the applicant by mail takes approximately 21 days.


  • Picture ID - Fixed Route
    If determined conditionally eligible for Access Express and, if the applicant is able to ride both Access Express and fixed route, they can come in to the Transit Office for a picture ID to ride the fixed route bus for the Elderly and Disabled rate.


  • Reservations
    (417) 831-8711

    Reservations are made on a first-come, first-serve basis and must be made by Transit Services office personnel. Bus operators are not allowed to take or cancel reservations.

  • Reservations must be made at least 24 hours in advance, and may be made up to seven days in advance.

    Our Transit Office hours are from 8 am to 5 pm, Monday - Friday. For after hours reservations, call (417) 831-8711 and leave a detailed message (see below) on the automated machine. A staff member will return your call during office hours.

    When making a reservation, please give the following information:
    • Applicant name
      Date of ride
      Time of ride
      Pick-up address
      Destination address
      Return trip time
      Appointment time, if necessary
      Name of doctor or clinic, if making a MO HealthNet (Medicaid) reservation


  • Fare Information
    The fare for this service is $2.50 per one-way rider. For additional fare information, please call (417) 831-8711 during office hours.


  • Personal Care Attendant (PCA) and/or Companion
    Persons who cannot travel independently must be accompanied by a personal care attendant. The attendant, if required, will not be charged for the ride. If space is available, a companion may accompany you at the regular Access Express fare.


  • Required Waiting Time
    If the bus has not arrived within twenty minutes after the scheduled time, call the Transit Services office to verify the reservation. You are required to be available for pick-up 20 minutes before and 20 minutes after your scheduled appointment. The drivers have a 40-minute window of time to arrive at their destinations. The driver is not allowed to wait longer than three minutes after their arrival time. If the rider fails to appear, the driver will be instructed to proceed to the next pick-up point and this trip will be counted as a no-show.


  • Service Area
    Reservations may be made within a defined service area of Springfield, including an area within three-quarters of a mile from any regular City Utilities bus route. City Utilities is currently providing service within the city limits of Springfield.


  • MO HealthNet (Medicaid) Recipients
    For our MO HealthNet riders who are eligible for transportation services, we provide rides for "non-emergency medical trips" free of charge. If you are eligible for MO HealthNet transportation benefits, please tell the dispatcher when making your ride reservation on Access Express.


  • No-Shows
    Cancellations made less than one hour before the scheduled pick-up time and failing to appear, both are considered "no-shows". It is your responsibility to cancel your other ride or to make other arrangements. If we do not hear from you within an hour of your "no-show", any ride scheduled later that day would be cancelled.

    After the first occurrence of a "no-show", you will receive a verbal warning and reminder letter. The second occurrence, you will receive a written warning. The third occurrence, you will be suspended for two weeks; after the fourth, you will be suspended for one month. To avoid any additional suspensions, you must have no more no-shows during the following six months.


  • Cancellations
    Cancellations can be made by calling (417) 831-8711. Cancellations are to be made the day before the scheduled pickup time, to allow for rescheduling of the time slot. If the appointment is canceled before 5:00 p.m. of the day before, that cancellation will not be considered a late cancellation.

    If you call when our offices are closed and have a change to your Access Express ride that is scheduled for that evening or your bus has not arrived 20 minutes after the scheduled appointment time, please call (417) 831-8711. This will allow you to leave a message for the supervisor on duty and they will return your call. All other calls concerning Access Express appointments or inquiries must be addressed during office hours as posted above.

    Each leg of your trip is counted as one cancellation for reporting purposes. A "late cancel" is any cancellation made after 5:00 p.m. the day before a scheduled ride. You will be allowed six "late cancellations" within a 30 day period, before you would receive a verbal warning and reminder letter. The second occurrence you will receive a written warning. The third occurrence will result in a suspension for two weeks; after the fourth you will be suspended for one month. To avoid any additional suspensions, you must have no more than seven late cancellations within a 30 day period for the following six months.


  • Appeals Process
    If Paratransit service has been denied or suspended, you may choose to appeal the decision. The following information is available to learn more about the appeals process:

  • Contact Information
    Reservations: (417) 831-8711
    Fax: (417) 831-8803
    Address:
       City Utilities Transit Services
       1505 N. Boonville
       Springfield, MO 65803