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Riders’ Guide
Index
Welcome to Connecticut River Transit
Making CRT run effectively requires many participants. You, our Riders, play the leading role; you tell us what you need for public transportation, and we work to fulfill those needs. Our Board of Directors represents the interests of the towns and businesses of the region. Whether our Drivers are full time, part time or volunteers, they have an enviable record of safety and public service. Our support staff ensures prompt travel reservations, flawless vehicle maintenance, professional training, strict financial accountability, and prompt record keeping. Many of our Vermont neighbors in Windham and Southern Windsor Counties depend on our efforts to get them to work, shopping, recreation, meals, and medical and personal appointments.
Safety and reliability are our primary responsibilities.
Making Your Travel Easier
Accessibility. CRT is committed to providing services that can be used by all our riders. All CRT buses are accessible to everyone so public transportation will be available to riders needing wheelchairs or have difficulty getting up and down stairs. For more information, see Accommodations in this Guide
Bus Stops. CRT commuter routes have destination signs, and drivers will announce stops to let you know where the bus is going. CRT drivers will assist you with any destination questions you may have.
Operating Hours & Holidays
Bus Operating Times. Most CRT general public service is offered Monday – Friday. Depending on the service, the bus schedules run from 6:00am to 6:30 pm. Seasonal Okemo schedules operate 7 days a week, starting between 6:00am-7:00am and running until 5:30pm- 6:30pm, depending on whether it is a weekend of weekday bus run.
Bus Schedules. Connecticut River Transit provides commuter, between-town, and in-town buses, and coordinates Dial-A-Ride Buses and transportation for Dial-A-Ride Medical Appointments.
Office Hours. The office is open Monday-Friday 7:45am to 4:30pm. You can leave messages on voice-mail after hours and on holidays. See Dial-A-Ride instructions below about those rides.
Holidays. CRT does not operate on New Year’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving or Christmas.
Bad Weather
Cancellation. CRT reserves the right to suspend, modify or cancel service during times of hazardous weather conditions that may jeopardize the safety of our riders and drivers. On bad weather days, listen to the radio stations; check the Sover.net closings website; watch for emails, or call the CRT office to find out if service is cancelled.
Life-sustaining Medical Trips. If your trip is for dialysis, chemotherapy, or another life-sustaining purpose, every effort will be made to deliver life-sustaining and essential trips using CRT transportation or by using emergency medical assistance.
Rider Courtesy and Conduct
Rules. CRT’s common-sense rules ensure riders’ and drivers’ safety. We ask you, your care attendants and any companion(s) traveling with you to observe the following Rules of Conduct. These rules also apply when riding with volunteer drivers in their personal vehicles:
- Riders shall maintain appropriate, reasonable personal hygiene
- Shirts and shoes or other footwear must be worn
- Heads, arms, and other body parts must be kept inside the vehicle
- Objects must not be thrown in or out of the windows of the vehicle
- Ask owner’s consent before petting guide dogs or other service animals
- Dangerous weapons are prohibited on CRT vehicles and with volunteer drivers
- Per federal regulations, no transportation of flammable or explosive materials on transit vehicles
- No littering
- No smoking
- No operating or tampering with any vehicle equipment
- No abusive, threatening, or obscene language or actions
- No illicit drugs or open containers of alcohol
- No eating or drinking on board (unless required for health reasons)
- No playing of radios, cassette players or CD players or other noisy equipment while on board (without headphones)
The driver may refuse transportation to an individual or group of individuals who defy these rules, behave offensively or could imperil the safety or comfort of other passengers.
Guest/Companions. If a guest or companion needs to accompany you on your trip, you need to tell your CRT transportation coordinator. In some instances, a medical note may be required from your doctor for this accommodation.
Children. Children are not required to be in safety seats on CRT buses. When a child is traveling with a volunteer driver in a car, keep in mind that Vermont law requires that children be in a certified child seat until they are 8 years old. CRT does not provide them. When children are being transported by a volunteer driver, you are required to bring a car seat or booster seat for each child. Our volunteer drivers will refuse to transport children without child safety seats.
How To Dial-A-Ride for Medical Appointments
Qualifications. Are you in Windham or Southern Windsor County? If you have Medicaid, are over 60, OR have an ADA-defined disability, getting to your medical appointments can now be one less worry. Please observe the following procedure if you are a new Dial-A-Ride medical rider with us.
Procedure. When you need a ride to a medical appointment, contact us at least 2 days before that appointment toll-free at 1-888-869-6287 or 885-5162 for local calls. In guiding you through the process of reserving a ride, we will ask you for the following information:
- Social security number if your trip is sponsored by a Human Service Agency (not for general public transit)
- Name
- Address
- Date of Birth if your trip is sponsored by a Human Service Agency (not for general public transit)
- Telephone number
- Date & time of appointment
- Where you are being picked up
- How many people will be accompanying you
- Whether you have a wheelchair
- The name & address of where you are going
Please have this information ready before you call.
Scheduling Multiple Trips. You are encouraged to schedule up to one month of trips at a time. If you have regularly scheduled rides, you must call at the end of each month to reschedule your rides for the following month. CRT will not automatically reserve any rides without notification.
Delays. Everyone has occasional circumstances outside their control that can cause delays at scheduled medical appointments. If your appointment is running later than you expected, and there is a chance you will not be ready for your scheduled return trip, please contact us by phone as soon as possible. If a volunteer driver will be returning to pick you, please get word to the driver also, because they may have another ride scheduled. (The drivers may have to leave to get another client so your return time may be a little later than expected.)
Change or Cancellation. If you need to change or cancel your ride or times, you must cancel 24 hours ahead of time. Contact us by phone or e-mail. Remember, the scheduling Office Hours in are Monday – Friday 7:45am to 4:30pm except holidays. If you call on a holiday or weekend to change a reservation or to reserve a ride, please contact the Transportation Coordinators (Broker Services) voice mail. If you do not hear from CRT, we have canceled and/or re-scheduled your trip at your requested time. Be sure to leave your first and last names, the date & time of your ride, and any other changes you are requesting.
No Show. When a driver goes to pick you up, if you are not there or you cancel when the driver gets there, this is called a “no show”. After 3 “no-shows” in a row, CRT will send you a letter of denial which will deny you any further transportation for a probation period.
Driver Assistance
Door-to-door. When you schedule your ride, please tell us if you will need help to and from your door. Volunteer drivers will assist to and from your door to the vehicle, and on certain bus routes bus drivers will also. Bus drivers and volunteers cannot go into your home.
Accessible Buses. Bus drivers will assist you with walkers and wheelchairs onto our buses, which are equipped with wheelchair lifts if you need one.
Packages and Personal Items. You may bring grocery bags, luggage and other packages or personal items with you on CRT vehicles. Keep in mind that this is a shared-ride service and space is limited. If requested, drivers will assist you with small packages or luggage as you get on or off the bus. Because drivers should not attempt to lift items that are too heavy for them, if an item is too heavy for the driver to manage safely, you will need to find a helper for the luggage or packages. One or two packages are acceptable; if you have more than two packages, you need to provide your own assistance. Drivers are also not expected to load groceries for passengers. Drivers may provide assistance only to your door, but not into your residence.
Emergency Procedures
Accident. In the event of an accident or emergency, please remain calm and follow the instructions of the driver.
Illness. If you become ill, or notice another rider who appears ill, you should immediately inform the driver.
Replacement bus. In case of a bus breakdown, CRT will send a replacement vehicle to bring you to your destination.
Accommodations
ADA. Connecticut River Transit, Inc. will make reasonable accommodations for any disabled person as prescribed by the Americans with Disabilities Act of 1990.
Drivers. Our professionally trained drivers are pleased to assist you with walkers and wheelchairs onto our buses, which are equipped with wheelchair lifts if you need one. See “Driver Assistance” above.
Deviated Routes. If you need a driver to pick you up or drop you off within 3/4 mile of a route, please request that service by contacting us at least a day in advance between 7:45am and 4:30pm to request a deviation for the next day. On deviated routes, the schedule times are approximate. (This does not apply to commuter routes.)
Hearing Challenged Riders. If you have challenges with your hearing, please call Vermont Relay at 711.
Portable Oxygen Equipment. Portable oxygen equipment is permitted on CRT buses and with volunteer drivers. Drivers are not permitted to assist you in using this equipment. If you need assistance with portable life support equipment, please arrange to bring a qualified attendant along with you. Drivers will make sure all equipment is secure on vehicles.
Alternative Formats. If you need an alternative form of communication other than our printed materials, or you have any questions, please contact us by e-mail, phone, or fax to request a communication format that will work for you.
Rider Being Met. Some riders, due to their disabilities, need to be met when they are dropped off. If the person meeting the rider is not at the site when the CRT driver arrives, the rider will be transported back to the CRT office or another safe location. We will notify the rider’s guardian or caregiver and require that the rider be picked up at that safe location. If CRT is unable to make contact with the guardian or caregiver, the proper authorities will be notified.
Reporting an Incident
Reporting Agencies. Anyone may report problems or comment on any public transit service. The public transit system or the Vermont Agency of Transportation will assist you if you need help. It is faster to send your report to the transit system first. If you prefer to file a report with the State, send it to:
Public Transit Administrator
Vermont Agency of Transportation
National Life Building – Drawer 33
Montpelier, VT 05633-5001
(802) 828-2828
Otherwise, send your report directly to this public transit system at: Admin/CRT, PO Box 68, Springfield, VT 06156
How To Report an Incident. To allow us to follow-up on incidents, please be specific and provide us with the following information:
- Your name, address, and phone number
- The date, time, and location of the incident
- The vehicle number and driver’s name
- If concerning a CRT office staff, we will need the name of our employee and the time of your contact with that person.
- A detailed explanation of the incident or suggestion
Click here to download the Reporting Form.
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