FAQs
Do you have questions about Paratransit and Accessibility? Find the answers to the most frequently asked questions in this useful guide.
General Paratransit FAQs | Mobility Training FAQs | Certification FAQs | Ridecheck | Ride Notification System | myRTCpara
General Paratransit Back to Top
The RTC will treat as eligible for complementary paratransit service all visitors who present documentation that they have paratransit eligibility in the jurisdiction in which they reside. This can be accomplished in advance of arrival by requesting confirmation of paratransit eligibility be sent to the RTC either by mail, fax or e-mail. If the visitor is requesting to register in advance of their arrival and they are not certified for Paratransit with another transit agency then we will request that the visitor provide documentation of disability by mail, fax or e-mail. If the visitor appears in person to request visitor status and they are unable to present documentation of paratransit eligibility, we may require proof of residence and if their disability is not apparent the RTC will ask the visitor to sign a certification document that states that they are unable to use fixed route transit.
The Unattended Customer Policy allows customers, who require assistance from a Personal Care Attendant (PCA) to travel without a PCA on the vehicle if the PCA or otherwise responsible party is present to receive the passenger at each destination. This allows the customer to continue to remain as independent as possible when accessing services, but also ensures the customer’s safety and well-being.
There are three categories of subscription requests, each with different criteria:
- Weekly trips – will occur at least three (3) times over a seven-day period
- Weekday trips – will occur at least two (2) times, Monday through Friday
- Weekend trips – will occur at least one (1) time on Saturday and / or Sunday.
To be considered for subscription service, a person must demonstrate a pattern of no excessive cancellations or no-shows. Requests may be made by contacting a RTC Customer Care Agent. The RTC offers subscription services as an optional component of service.
Subscription services are allowed under the Americans for Disabilities Act (ADA) of 1990 but not mandated. Your request may be placed on a waiting list. When a space becomes available, the individual will be notified.
Requests are maintained for four months, after which, you may re-apply.
The RTC offers Subscription service for trips that are considered as consistent and repetitive where continuation will extend over a period of at least 90 days. Once subscription service goes into effect, there is no need for additional reservation calls.
You are able to utilize the interactive map, 24 hours a day, to verify whether address is within service area. You can also contact the Customer Care department (702-228-4800) from 7 am to 6 pm to verify an address.
RTC Paratransit service operates 24 hours per day, 365 days per week.
No, service animals must sit on the floor or on the passenger’s lap. They may not occupy a passenger seat.
The RTC does allow Service Animals on their services, if an animal’s only function were to provide emotional support or comfort for the rider, the animal would be considered a pet and must be in an appropriate pet carrier in order to be transported.
No, the RTC Paratransit operates for $3 per trip. View a complete list or purchase Paratransit fare options online.
No, the RTC Paratransit is a shared ride service customers are allowed to request either a pick-up time or an appointment time but not both.
The RTC allows for appointment requests, simply advise the Customer Care agent at time of scheduling of the time you wish to arrive for your appointment. The agent will then provide you with the pick-up window to ensure you arrive by the time requested.
The ADA allows a transit agency to negotiate pickup times within one hour before or after his or her desired departure time. The Customer Care Agent (CCA) will recite a 30 minute on time window based on an available negotiated time which may not exceed the ADA allotment.
A Paratransit trip could be comparable in length to an identical trip on the fixed route system, including the time necessary to travel to the bus stop, waiting for the bus, the actual riding time, time to transfer, and the time to travel from the final stop to your ultimate destination.
The interval between pick-up times on the same day is recommended to be at least two hours. For example, if the customer’s scheduled pick-up time is 10:15 a.m., it is recommended that the customer does not schedule their next ride until 12:15 p.m. This will help to ensure the customer has arrived at their first destination with enough time prior to the arrival of their second or return ride.
Drivers are instructed to provide assistance when necessary. A driver may assist you between your door and the vehicle and again between the door of the vehicle and the door of your destination as long as the driver does not lose sight of the vehicle. Drivers may not enter residences, businesses or nursing homes.
The driver will, if requested:
- Help fasten lap belt
- Verbally assist sight-impaired passengers.
- Offer an arm for stability.
No. RTC Paratransit vehicles are prohibited from traveling on private property or driveways.
When the RTC takes a paratransit customer from their residence to his or her destination they will not be stranded at the destination except for the following:
- Agent asks to schedule the customer’s return ride and the customer declines the return ride. If the customer calls in for the pick-up for the return ride, and they originally declined, it will fall under a same day ride request that RTC are not obligated to provide.
- No fare. Customer receives one pass on this and it is documented in the scheduling software as a “no pay”. If the “no pay” is for his or her pick-up from their residence the RTC will not transport, but if it is to his or her residence the RTC will not strand and note it in system – future occurrences would be handled under the Rider Code of Conduct policy.
- One time only – this means the initial attempt to pick up the customer resulted in a no show a vehicle will be sent back one time when called. If the client no shows again there will be no third attempt to pick up the rider.
The RTC has a Customer No Show policy that identifies the time frames when cancellation can be made without penalty. View the RTC Customer No Show policy.
Yes, the RTC allows client’s whose service is suspended to appeal that decision. View the RTC Appeal process.
The RTC desires to maintain and operate a safe, efficient, and effective public transit system. For the safety and comfort of all persons who interact with its public transit system, the RTC has established a policy to address the conduct of persons using RTC vehicles and facilities. To view the full policy please click here. Please contact RTC Customer Care to report any inappropriate behavior via email by clicking here or call 702-228-4800 option 7.
The RTC wants to hear from customers. If a customer has a comment or complaint, have them contact Customer Care at (702) 228-4800 option 7 or (702) 676-1834 (TDD) to ask a question or leave comments, complaints, suggestions or recommendations. Comments can also be made 24 hours 365 days a year online at rtcsnv.com by clicking contact us.
Or if the customer prefers, he or she may write to:
RTC Paratransit Services,
600 S. Grand Central Pkwy.,
Ste. 350
Las Vegas, NV 89106
Attn: Customer Care
When making a comment, please provide as much detail as possible so we can properly address his or her concern. For example, if the customer is reporting a situation involving a Paratransit vehicle, the exact date is necessary.
No, RTC ADA Paratransit Services may contract with other providers for transportation service. The Customer Care agent is unable to tell the customer what type of vehicle will be used for their trip. All vehicles used through this service are required to display a RTC sign on their vehicle. If the customer does not see the sign, they should ask the operator to show it to them. It is important to note that all RTC vehicles are ADA accessible.
Yes, but children under six years old must be accompanied by a responsible party. Children under six years old or who weigh less than 60 pounds must be secured in an approved child safety seat provided by the customer. For safety reasons, children capable of sitting on their own must sit in a seat and not on an adult’s lap.
The RTC will treat as eligible for complementary paratransit service all visitors who present documentation that they have paratransit eligibility in the jurisdiction in which they reside. This can be accomplished in advance of arrival by requesting confirmation of paratransit eligibility be sent to the RTC either by mail, fax or e-mail.If the visitor is requesting to register in advance of their arrival and they are not certified for Paratransit with another transit agency then we will request that the visitor provide documentation of disability by mail, fax or e-mail.If the visitor appears in person to request visitor status and they are unable to present documentation of paratransit eligibility, we may require proof of residence and if their disability is not apparent the RTC will ask the visitor to sign a certification document that states that they are unable to use fixed route transit.
The RTC ADA Paratransit service does not require passengers to provide their Paratransit ID. If you wish to travel on Fixed Route for free you would be required to tap your valid Paratransit ID.
RTC paratransit utilizes a dedicated fleet of ADA-accessible buses and vans. RTC paratransit does not accommodate requests or exclusions for specific vehicles within our fleet. Our accessible vehicles are equipped to transport eligible paratransit customers, including those who use wheelchairs and scooters requiring a lift or ramp to board a vehicle.
This determination is in accordance with 49 CFR Parts 37 & 38 – Department of Transportation (DOT) ADA Regulations Appendix E to Part 37—Reasonable Modification Requests, 9. Dedicated vehicles or special equipment in a vehicle. A paratransit passenger's request for special equipment (e.g., the installation of specific hand rails or a front seat in a vehicle for the passenger to avoid nausea or back pain) can be denied so long as the requested equipment is not required by the Americans with Disabilities Act or the Department's rules. Likewise, a request for a dedicated vehicle (e.g.,to avoid residual chemical odors) or a specific type or appearance of vehicle (e.g., a sedan rather than a van, in order to provide more comfortable service) can be denied. In all of these cases, the Department views meeting the request as involving a fundamental alteration of the provider's service.
Mobility Training Back to Top
During the training period, you will be taught how to get to and from transit stops, learn important riding techniques, emergency procedures and how to get to and from specific destinations. The RTC mobility instructor will work with you to plan out your trips using the Transit Guide and/or the RTC Mobile App and you will be taught how to maneuver your mobility aid, if necessary, on and off RTC transit vehicles using devices such as ramps, lifts, priority seats and securement straps. You will also learn how to deal with certain situations such as what to do if you miss your ride, get on the wrong bus or get lost.
Certification Back to Top
In compliance with the Americans with Disabilities Act, Title II, Section 223, the Regional Transportation Commission provides transportation services for individuals who, because of their disability, are unable to travel on the fixed route system. RTC ADA Paratransit service is designed to provide those with disabilities equal access to public transportation. You may be eligible for the service if, because of a disability:
- You cannot independently travel to/from fixed route stops.
- You could use an accessible fixed route vehicle, but the route that would be used is not accessible.
- You cannot independently navigate the system even though you can board the bus.
Eligibility for RTC ADA Paratransit Services is not a medical decision or something that can be prescribed by your physician. It is primarily a transportation decision.
The unavailability of fixed route service alone does not determine eligibility for an individual who might otherwise be able to use the fixed route service where available. In addition, the lack of a bus stop or its distance from an individual’s residence cannot be considered when determining eligibility.
If you are interested in applying for eligibility, you will need to schedule an appointment with the RTC’s Certification Office by calling: (702) 676‑1815 or (702) 676‑1834 TDD for the hearing impaired Monday – Friday from 8 a.m. to 4:30 p.m.
Upon request, the RTC will provide complimentary transportation to and from the Evaluation Center. If you need transportation, you call RTC Customer Care at (702) 228-4800 anytime between 7:00 A.M. and 6:00 P.M., seven days per week, one to seven (7) days in advance of your scheduled evaluation to reserve a ride.
The application process will include an in-person interview and functional evaluation or testing of the applicant to determine what barriers prevents the applicant from using the RTC’s accessible fixed route system. The functional assessments are conducted by independent professionals who are not affiliated with the RTC. It involves observation of an applicant attempting to perform functional tasks that simulate a fixed route trip, such as climbing steps, crossing a street, walking measured courses, taking cognitive tests, and other activities.
The RTC’s Functional Ability Assessment Process is used to identify the specific barriers to the applicant’s independent access of the RTC’s fixed-route transit service. There are various components to the evaluation process, which include the verification of disability, the applicant’s own assessment of his/ her ability and possible functional ability. The RTC also welcomes information from health care professionals regarding the applicant’s ability to use fixed-route service, but it is not required.
- Bring a picture identification card issued by the DMV or other official agency for positive identification. Renewal clients bring your RTC ADA Paratransit Services photo identification card.
- Bring the Mobility Aid you use when traveling outside the home, even if your use of the aid is only intermittent.
- Dress appropriately for an outdoor evaluation. Please be advised minors are not permitted on the assessment course unless they are being evaluated for service. If you attend your appointment with a minor child, you must bring another adult that can supervise the child. The RTC is not responsible for the care and supervision of children when their responsible adult is out on the course.
- You may bring medical documentation or specific information from a health care professional that explains how your disability prevents you from riding fixed route bus service, but it is not required. Any information used in the determination of your eligibility may become part of your file.
- Please be prepared to have your photograph taken.
Learn more about Paratransit eligibility process
Functional ability assessments are evaluation tools used by the RTC to assist in determining whether an applicant has the independent ability to access RTC’s fixed-route transit service and, if so, under what circumstances.
- Applicants who experience a physical disability may participate in a Physical Functional Ability Assessment outdoors, which may include negotiating uneven terrain, cross slopes, curbs, and crossing streets.
- A portion of the course may be conducted outside, dress appropriately.
- Applicants who might have difficulty using fixed route transit due to a developmental cognitive disability may participate in the Functional Assessment for Cognitive Transit Skills (FACTS) designed to evaluate the individual’s bus travel skills, community safety skills and general orientation.
- Applicants who might have difficulty using fixed route transit due to memory impairment may participate in the Mini Mental Status Exam (MMSE) designed to reveal memory issues an applicant might be having and examine functions including attention and calculation, recall, language, ability to follow simple commands and orientation
Applicants who are determined eligible for RTC Paratransit Services are provided eligibility under several categories.
- Unconditional – The applicant is determined to be functionally prevented from independently accessing fixed-route service at any time.
- Conditional – The applicant is determined to be functionally prevented from independently accessing fixed-route service under certain circumstances. Paratransit Services may be provided when the interaction of the individual’s disability and the environment or special circumstance create a barrier to independent use of the fixed-route service for a particular trip. Examples include those with extreme fatigue after treatments such as dialysis, or an individual with vision impairment to negotiate a dangerous area required in order to reach a bus stop.
- Temporary – The applicant is determined to be able to learn how to use fixed-route service with training, or if the disability or medical condition is temporary in nature
The Regional Transportation Commission of Southern Nevada is required to provide complementary Paratransit service to origins and destinations ¾ of a mile beyond the fixed route transit service area. Therefore, if you wish to travel using ADA Paratransit Services, the origin and destination of each trip must be scheduled within the core service area for Paratransit in order for the RTC to accommodate your transportation requests.
Yes, an individual can apply even if they do not live within the service area. Customers living outside of the service area are responsible to get into the service area in order to use Para.
Yes; however, a child under the age of 6 applying for Paratransit will be assessed with their guardian if a functional assessment is required.
You are allowed to attend the appointment with another individual. The Eligibility Technician will direct questions to the applicant and expect the applicant to provide the answers. If the applicant is unable to provide the answers the person attending the appointment can assist when needed. However, only applicants are allowed to participate in the functional assessment.
No, if you are required to appear to be assessed separate appointments need to be scheduled for each applicant. Each individual must be interviewed separately; however, the appointments can be scheduled in a way to allow each applicant the opportunity to attend with the other.
A Professional Verification Form is mailed to applicants with their appointment confirmation letter. It allows the customer to provide the RTC with the contact information of the providers they feel are best able to answer questions related to their functional ability. The RTC may use the form to contact those listed if they need more information related to your disability.
No. You can fill out the form and list any professionals (this includes caregivers, social workers, physical therapist, etc.) who have knowledge of your health conditions and how they prevent you from using the city bus.
You will meet with an Eligibility Technician and/or Mobility Analyst who will ask questions about the disabilities and or conditions you experience and how they prevent you from using a regular city bus.
The Eligibility Technician or Mobility Analyst will determine what assessments, if any, need to be performed based off your reported barriers. The RTC administers a Physical assessment to assess mobility, a Mini Mental Status Exam (MMSE) to assess cognitive ability related to memory deficits and a Functional Cognitive assessment (FACTS) to assess a developmental cognitive disability.
If you do not successfully complete a functional assessment your paratransit application will be considered incomplete and you will be asked to return to finish the assessment or provide medical documentation to explain why you are unable to participate in it.
The interview and assessment process can take up to 90 minutes. After the interview and assessment are complete the RTC has 21 days to make a determination of eligibility.
A determination may be made sooner however by law the RTC has 21 days to review the file and any information provided by professionals regarding your functional ability.
Documentation from a doctor is not required to apply for service, attend an appointment, or an appeal. Documentation provided can be used to assist in making a determination but Paratransit is not a doctor prescribed service it is based specifically on the barriers an individual has using the city bus. Any information received from professional providers will be used to determine if that criterion is met.
Paratransit service is based on an applicant’s functional ability to independently use an accessible fixed route bus. If the applicant demonstrated the skills necessary to safely and independently access fixed route then the RTC had enough information to make an eligibility determination.
Denied applicants have 65 days from the date on their denial letter to request an appeal. The appeals are done by a contracted provider that is not employed by the RTC. The Hearing Officer’s decision is the final decision of the RTC.
If your appeal is denied and you do not agree with the final determination, you may complete a Federal Transit Administration (FTA) complaint form available at www.fta.dot.gov or file a lawsuit in the Federal District Court in the City of Las Vegas www.nvd.uscourts.gov/
If an individual has a significant change in their condition, a new diagnosis or they have a new mobility aid, the applicant can request a new assessment. If the above does not apply, an individual can reapply after three (3) years from the date of their original denial.
Eligibility is based on an individual’s disability and functional inability to use the fixed route transit system. Each applicant is evaluated independently based on ADA requirements.Operational issues are not considered in the eligibility process. These are issues that affect any individual, whether or not they suffer from a disability. Operational issues that are not used to determine eligibility, include:
- Age
- Distance to a bus stop
- Lack of bus service to an area
- Overcrowded buses
- Weather conditions
- Trip distance and comparable travel time on fixed route
FTA FAQ page
https://www.transit.dot.gov/regulations-and-guidance/civil-rights-ada/frequently-asked-questions
Disability alone does not determine paratransit eligibility; the decision is based on the applicant’s functional ability to use the fixed route bus and is not a medical decision. The Department of Transportation (DOT) Americans with Disabilities Act (ADA) regulations in Appendix D to 49 C.F.R. Section 37.125 explain: “The substantive eligibility process is not aimed at making a medical or diagnostic determination. While evaluation by a physician (or professionals in rehabilitation or other relevant fields) may be used as part of the process, a diagnosis of a disability is not dispositive. What is needed is a determination of whether, as a practical matter, the individual can use fixed route transit in his or her own circumstances.”
Whether an applicant is determined eligible or not for Paratransit Services, it is important to know that all of the RTC’s transit vehicles are fully accessible. The RTC’s transit fleet includes low-floor coaches with kneeling capability and either a ramp or lift. In addition, transit drivers provide accommodations by making stop and route announcements. The RTC also offers free training programs provided by Transit Mobility Specialists, making use of the RTC’s fixed-route system possible for everyone in the community. Individuals who are capable of using the fixed-route system are encouraged to do so whenever possible.
Applicants who are determined ineligible or who do not agree with the RTC’s established conditions for the use of Paratransit Services have the right to request an appeal. The request for appeal must be filed with the Regional Transportation Commission of Southern Nevada within 65 days of the date on the initial letter of determination. In a notice of appeal, the applicant shall identify in writing their name, address and telephone number. The applicant may also choose to include information to support the appeal. For applicants recertifying their eligibility, access to ADA Paratransit Services will continue through the receipt of the Appeal Hearing Officer’s decision.
Notice of appeal should be mailed to:
Regional Transportation Commission of Southern Nevada
ADA Certification Supervisor
600 S. Grand Central Parkway, Suite 350
Las Vegas, NV 89106.
Reasonable accommodation will be made for applicants who are unable to submit requests in wiring due to their disability.
Once a request for an appeal has been made, the applicant will be notified by mail within 60 days with their hearing date and time. If necessary, arrangements will be made with ADA Paratransit Services to transport the appellant to and from the appeal hearing meeting. The appellant may bring a second party or advocate to assist with the presentation. In preparation for your appeal, you may contact the certification office and request a copy of the functional assessment used as a basis of determination.
The appeal will be heard by a contracted Hearing Officer for the Regional Transportation Commission of Southern Nevada (RTC) ADA Paratransit Eligibility Appeals. The Hearing Officer shall prepare a written determination that shall be delivered to the RTC. The written determination shall state the Appeal Hearing Officer’s reasons for confirming, remanding or overturning the RTC’s initial determination of eligibility. If no decision is made within 30 days after completion of the appeal hearing date, there will be a presumption of eligibility granted to the customer until a decision is rendered.
The appeal process is the final decision within the RTC. If a customer does not agree with the Hearing Officer’s decision they can:
- File a lawsuit in the Federal District Court in the City of Las Vegas
- File a complaint with the Office of Civil Rights in the Federal Transit Administration
- Start a new application if there has a been a significant change in condition, new diagnosis, or new mobility aid
View the RTC ADA Paratransit Eligibility Appeal Documentation (PDF)
View the RTC ADA Paratransit Appeal Request Form (PDF)
Ride Notification System Back to Top
The Regional Transportation Commission of Southern Nevada (RTC) has introduced the Ride Notification System for ADA Paratransit clients to schedule reminders the day before the scheduled trip and vehicle arrival updates on the day of service.
Customers may choose to receive an e-mail notification or a text message to a mobile device. Please note that standard text message rates apply when selecting the text message notification.
All cell phone carriers will support the text notification but standard text message rates apply.
Customers may call 702-228-4800 to inquire about the Ride Notification System and receive assistance with the sign-up process.
Setting up notifications is easy. Log into the Ride Notification System online and select your notification preferences. Preferences can be set-up by day of the week, time of day and notification via e-mail or text message. Customers will need to provide a valid e-mail address or mobile phone number to receive notifications.
If customers are not receiving the notification e-mails or text messages, please log into your Ride Notification System account and ensure the alert check boxes and correct day of the week or time of day have been selected. If you have more issues, please contact RTC customer service at (702) 228-4800 to troubleshoot the problem.
For more information on the Paratransit Customer Ride Notification System, visit rtcsnv.com or call RTC Customer Service at (702) 228-4800.
myRTCpara Back to Top
myRTCpara is a system that allows Paratransit certified customers and/or caretakers to book, cancel and manage their paratransit rides.
Customers can access the system via the following website: https://myrtcpara.rtcsnv.com.
The following browsers are recommended:
-
- Google Chrome
- Mozilla Firefox
- Microsoft Edge
RTC certified Paratransit customers can enroll by providing their client ID and date of birth on file with the RTC and providing a valid email address. *If you already have an email address on file with RTC, the email address provided must match the address provided.
- Customers can self-enroll by clicking on Enrollment below the sign-in button.
- Enter the Client ID on file with RTC, a valid email address, and the Date of Birth in your client profile.
- Customers will receive an email requesting them to activate the account and select a password.
- The account will then be activated and customers can use the sign-in box on the main screen to sign into their account.
Once you have logged into the myRTCpara page, there will be a menu on the left side of the screen.
- Select the Book Trip option.
- Designate all of your pertinent trip information.
- Click on Book Trip and Confirm Booking.
For additional information on booking a trip, please refer to the video tutorial on our website at myRTCpara Info/
