• ADA Transportation – Medical & Non-medical trips – (They are persons with disabilities who qualify under the terms of the Americans with Disabilities Act of 1990)
• ADA-2 Transportation – Upon availability Medical & Non-medical trips – (They are persons with disabilities who qualify under the terms of the Americans with Disabilities Act of 1990; however, they live more than ¾ of mile away on either side of the Winston-Salem Transit Authority’s (WSTA’s) fixed-route. If a passenger under these criteria is provided transportation and the client is traveling within ¾ miles of the fixed-route, additional service will be provided. Please be aware, transportation to return the passenger to his/her residence (if outside of the ¾ mile service area) may not be guaranteed. These locations may include: Clemmons, Kernersville, Rural Hall, etc.)
• Medicaid Transportation – Medical trips – (They may be persons of any age who are eligible for Medicaid services and are referred to Trans-AID by the Department of Social Services (DSS) for free transport to medical facilities/offices. DSS is billed for the full fare for the trips.)
• Transportation for Older Adults – Medical & Non-medical trips – (They may be 60 years of age or older)
Who is eligible for Transportation for Older Adults? Any individual 60 years of age and over is automatically eligible for the Trans-AID service. Eligible passengers under the 60 & over program are able to use the service for medical and non-medical transportation.
What are the service hours for Transportation for Older Adults? The Trans-AID service is available Monday through Friday; 8:00am to 5:00pm.
Who is eligible for Medicaid medical transportation? Any Medicaid recipient is eligible to use Trans-AID for medical trips only. All persons interested in applying for Trans-AID through Medicaid must contact the Medicaid Transportation Unit atat DSS to request medical transportation.
What are the service hours for medical transportation? The Trans-AID service for Medicaid-eligible passengers is available Monday through Friday; 8:00am to 5:00pm for medical transportation only.
The Americans with Disabilities Act of 1990 (ADA) is a civil rights bill designed to remove the physical and attitudinal barriers that have kept persons with disabilities from fully participating in American society. The ADA states that WSTA’s fixed-route bus system should be the primary means of public transportation for everyone including people with disabilities. ADA regulations require transportation providers who operate a fixed-route system to offer complementary paratransit services to eligible individuals in an area defined by corridors ¾ of a mile on either side of the fixed route.
If a client fails to notify Trans-AID that they will not require transportation service for their scheduled appointment and a vehicle has been dispatched for the individual, the client will receive a “No Show.”
Trans-AID policy considers a trip a “No Show” if the rider…
• Places a request for service, but does not take the ride upon its arrival if the pick-up is on time • Cancels a trip less than one (1) hour and 30 minutes before the scheduled pick up time • Is not ready to board within 5 minutes after the arrival of the vehicle. If the vehicle arrives early, the rider does not have to board until 5 minutes after the actual scheduled pick up time.
If 5 or more “no-shows” occur within a 30-day period, the passenger will receive a notification letter of the infractions. After 5 or more “no-shows” have been reported within another 30-day period in a quarterly time frame (i.e., January – March, April – June, July – September, October – December), the passenger will be notified in a letter and/or telephone call that they have been suspended, and the information will be documented in the passenger’s file.
For example, if a passenger receives 5 or more “no-shows” in January, then receives 5 or more in March; the passenger will be suspended from using Trans-AID for two (2) weeks. However, if the passenger receives 5 or more “no-shows” in January, but does not receive anymore “no-shows” within that particular quarter; the “no-shows” will be removed from their record.
A suspension means that a client will not be able to schedule or receive trips on Trans-AID for two (2) weeks. If a passenger receives 5 or more “no-shows” within a 30-day period, but does not receive any more “no-shows” within that quarterly time frame; the “no-shows” will be removed from the passenger’s record. Additionally, if a passenger “no-shows” on their outbound trip (i.e. from residence), Trans-AID will not cancel out the inbound trip (i.e. from destination); unless our reservations (Mobility Management Department) is notified by the passenger. Each leg of a trip must be treated as a separate trip.
Any trips with the following codes are considered as “No Shows”.
• CL-Late Cancellation – Client cancels less than one (1) hour and 30 minutes before pick-up time. • CD– Cancel at Door – Client calls and/or vehicle is in front of client’s door. • NS– No Show – Van was at the pick-up location and client was not there.
Trans-AID No-Show Appeal Process
An individual may file an appeal when WSTA/Trans-AID denies Paratransit service due to suspension of excessive no-shows. Any passenger who receives a notification letter of suspension may appeal the decision within five (5) business days of receiving the letter. If the 5th day after the original suspension is on a weekend or legal holiday, an appeal will be accepted on the next subsequent business day.
All appeals must be filed in writing to the Mobility Management office to:
Director of Mobility Management WSTA/Trans-AID 100 West Fifth Street Winston-Salem, NC 27101 Fax: 336.748.3161
Appellants are urged to state in their appeal letter the reasons why they believe the suspension of Trans-AID services should be re-evaluated or why the suspension is inappropriate. Written material regarding a (physical, mental, or cognitive) condition of the passenger or relating to the explanation of the individual’s no-shows may be submitted at this time. This will assist the Appeal Committee in their initial review of the appeal. A passenger may however, request an appeal hearing without providing additional detail and without the submission of additional written material or information.
The initial review of appeal requests by the Mobility Management Director will normally be conducted within five (5) business days of the receipt of the appeal. After the appeal has been reviewed, it is then taken to the appeals committee. Appeals before the committee will normally be completed within ten (10) business days following the receipt of the appeal, pending the meeting schedule of the Appeal Committee. Ordinarily, the Committee would meet quarterly; however, when an appeal hearing is required, the committee will come together. The Committee will render its determination within five (5) days of its consideration of the appeal.
Trans-AID’s No Strand Policy
If we provide transportation for a passenger to a destination, and for some reason the return trip results in a no-show, Trans-AID will not leave a passenger stranded even if the passenger no-shows on the return trip. When WSTA returns to pick up the passenger, the no-show will remain on their record. Return service will be provided as soon as possible, without a guaranteed window time.”
Eligible Trans-AID passengers can call reservations at(TTY NC Relay: 1-800-735-8262) to schedule a trip, Monday through Sunday; 8:00am to 5:00pm. You can book trips seven (7) days in advance of the day of your trip request. However, bookings may be made up to the day before the actual trip. On Saturdays and Sundays, only eligible ADA passengers can make reservations for next day service. On Sundays, ADA Trans-AID passengers may leave their trip information on the after-hours voicemail for Monday’s trips only; along with a contact telephone number. A reservationist checks this mailbox each morning.
ADA Application Intake Process
To apply for the ADA Paratransit services (Trans-AID), you must complete an ADA Paratransit Certification application, which can be obtained from the Winston-Salem Transit Authority (336.727.2000) or www.wstransit.com and clicking Paratransit. You must complete both parts of the application in its entirety in order for your application to be considered. Please complete part A of this application. Then provide both parts A & B to a medical, certified or licensed professional who is familiar with your qualifying condition. Once you have a completed application, please contact WSTA at 336.727.2000 to schedule an in-person interview and assessment to determine your eligibility.
On the date of your scheduled interview, please bring your completed application (both parts A & B). Do not mail, fax, drop off or email your application. Your eligibility will be based on the following factors:
Information provided by applicant in part A of the application
Information provided in Part B by professionals (i.e., physician or therapist) familiar with your qualifying conditions
In-person assessment of your abilities. All in-person interviews and assessments are held at the Clark Campbell Transportation Center
If requested, WSTA will provide transportation at no charge to and from the appointment for eligibility determinations.
Once the interview and assessment have been completed, you will be notified within 21 calendar days to determine the eligibility for transportation services. Riders will qualify for one of 4 statuses: Unconditional, Conditional, Temporary, or Referral to Fixed Route Service.
Unconditional Eligibility – disability or health conditions prevent use of fixed route buses under all circumstances. Trans-AID service is provided for all trips.
Conditional Eligibility – disability or health conditions prevent use of fixed route buses under certain conditions. Trans-AID service is provided only when those conditions discussed in the interview apply.
Temporary Eligibility – disability or health conditions temporarily prevent use of fixed route buses. Trans-AID service is provided only during that time period.
Referral to Fixed Route Service – individuals who can access regular fixed route bus services are not eligible for Trans-AID service.
If you are denied Trans-AID eligibility or are granted conditional or temporary eligibility, you will receive a letter regarding the decision and a copy of the Trans-AID Appeal Process. You have the right to appeal the eligibility determination.
WSTA will continue to accept re-certification applications for passengers eligible for ADA transportation. Re-certifications are for existing passenger’s eligible for Trans-AID under the ADA program. In order to continue utilizing the Trans-AID service, you are required to renew your certification every three (3) years. However, if you have been diagnosed with a permanent disability (i.e., total loss of vision, multiple sclerosis, and autism), re-certifications will take place every five (5) years; no professional verification is needed from a professional.
To apply for the Older Adults (60 & Over) transportation, you must complete the 60 & Over Client Registration short form; which can be obtained from the Winston-Salem Transit Authority (336.727.2000) or www.wstransit.com and clicking Trans-AID Paratransit service. You must completed questions 2-14 and Section VII: Required for all clients. Once you have a completed application, you can submit the application to the address or fax number listed below:
Clark Campbell Transportation Center (WSTA) Mobility Management Department (2nd floor) 100 W Fifth St. Winston Salem, NC 27101
Once the application has been processed, you will be notified regarding the determination
Trans-AID Eligibility Appeal Process