department of transportation
Greenlink Paratransit Information
Eligibility | Service Hours and Area | Scheduling A Ride | Riding GAP | Suspension of Service | Appeals
GAP is an ADA paratransit service provided for individuals who, because of their disability, are unable to use Greenlink's fixed route bus service. This does not include disabilities that only make the use of accessible transit service difficult or inconvenient. GAP provides comparable service to the regular fixed route bus in terms of shared rides, curb-to-curb pickup, service area, and hours and days of service. You may wish to download a copy of the Greenville Area Paratransit Rider's Guide.
Download a GAP Application
GAP provides rides for people who are certified as eligible for paratransit service under the rules of the Americans with Disabilities Act (ADA). Eligibility includes, but is not limited to:
- Persons unable to navigate the fixed route system.
- Persons who require a lift-equipped bus when the fixed route service does not provide accessibility.
- Persons whose disability makes it impossible for them to travel to or from the nearest bus stop.
If you believe you have a disability (including mobility, cognitive and visual impairments), that prevents you from independently using lift-equipped accessible fixed-route bus service, write or call for an application:
c/o City of Greenville
PO Box 2207
Greenville, SC 29602
Let us know if you need an application in an alternative format or require in-person telephone assistance to complete your application.
It may be determined, based on your abilities, that you are eligible for some rides but not for others. It may be determined that you are capable of using the lift-equipped fixed route bus service. All application information will be kept confidential.
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Service Hours and Areas
GAP operates during the same days and hours as the regular Greenlink fixed route service (5:30 am to 8:30 pm on weekdays and 8:30 am to 6:30 pm on Saturdays). Services are not available on Sunday and the following holidays: New Year's Day, Martin Luther King Jr. Day, Memorial Day, Labor Day, Thanksgiving Day, Independence Day and Christmas Day.
The service area includes locations that are within 3/4 of a mile of the fixed bus route.
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Scheduling A Ride
You must call (864) 467-2759 to make a reservation. You can arrange a trip from 8 am to 5 pm the day before you travel. Scheduling is done on a first-come, first-serve basis. When calling to reserve a ride, have the following information ready:
• Your first and last name
• ID card number
• Date when you want to travel
• Pickup address: number, street, apartment number
• Your requested pickup or drop off time
• Your requested return time if you want a round trip
• Where you want to go: number, street, suite number
• If you will be bringing a service animal
• If you will be accompanied by a personal care attendant (PCA) and/or companion (including children)
• Any other information the driver should know to assist with your travel needs
Because of the demand, the more advanced notice you can give (7-14 days in advance), the more likely you are to get the ride you need. You may be asked to change your requested pickup time to accommodate your request for a reservation. ADA allows us to negotiate a revised pickup with you that may be up to one hour before or after your requested pickup time.
Reservation telephone lines are busiest in the morning hours. If possible, call after 11:00 a.m. Trip demand is heaviest between 7:30 - 9:30 a.m. and 1:30 - 3:00 p.m. Try to schedule your trips outside these times, if possible, to increase the likelihood your ride request can be better accommodated.
Companions and Personal Care Assistants (PCA’s)
As a certified rider, you may arrange to bring one (1) companion along on each ride for the same fare that you would pay. You may add extra fare-paying companions to your trip only on a space available basis.
A Personal Care Assistant (PCA) is someone whose assistance you must have in order to take your trip on paratransit. As a certified rider needing assistance, the PCA may ride with you at no charge. Your PCA and companion may both ride with you on the same trip. When making reservations for your ride, please tell the dispatcher if a companion or Personal Care Assistant will be riding with you.
To cancel trips, call the reservation line and speak to the dispatcher. Cancellations can be left on voice mail 24 hours a day. Please remember to cancel trips you cannot use as soon as possible or at least one hour before your pickup times. This will help free up space for others to ride and keep program costs down.
No-Show – Definitions and Penalties
You will be considered a “no-show” if you:
• Reserve a ride but do not meet the vehicle within 5 minutes of its arrival
• Call to cancel a trip less than one hour before the scheduled pickup time
If you are a “no-show” for a trip and we are unable to contact you, any subsequent trips scheduled for the same day will be canceled unless we hear from you.
NOTE: If a passenger cannot use a scheduled trip, but pays the fare for that trip at the scheduled pickup time, the trip will be counted as a “Canceled with Pay” and will not be counted as a “No Show.”
If you travel to and from the same destination at the same time and day at least two times a week, you may request to use GAP’s subscription service. This service allows riders to make regular trips without telephoning in for reservations or to confirm rides. Subscription riders need only to call to cancel their ride. A change in time, origination, or destination may change your eligibility for a subscription ride.
Under certain conditions, you may discontinue subscription service for a prearranged, specific period of time and may return to subscription service without penalty following the absence. Subscription service may be temporarily discontinued for reasons such as illness, vacation, or school break.
Subscription service is limited in accordance with the Americans with Disabilities Act (ADA), which states that not more than 50 percent of the rides at any hour of any day may be subscription rides.
There may be a waiting list for subscription riders.
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All riders must pay a fare. Only a Personal Care Assistant (PCA) traveling with an ADA certified rider is carried free of charge. Fares for GAP are twice the fare for the same trip on the Greenlink fixed route bus (amount shown below). Your driver cannot make change. Please have the exact fare ready in cash or check. You also may purchase a 10-trip booklet through the GAP office.
GAP Fare - $2.50 each way
Pickup and Drop Off
You can expect to be picked up within a 30-minute “window” of your scheduled pickup time. You should be ready to board the vehicle at the beginning of your “Pickup Window,” which is 15 minutes before and 15 minutes after your pickup time.
A paratransit vehicle arriving any time within the pickup window will wait up to 5 minutes for the passenger. It is important to remember that buses arriving within 15 minutes before or 15 minutes after the scheduled pickup time are considered on time and within the time window. Should a vehicle arrive early (before the 30 minute pickup window), you are not required to board until 15 minutes before the scheduled time (at the beginning of the pickup window).
You will not be considered a “no-show” if you refuse a ride that arrives later than the 30-minute window.
Boarding with a Mobility Device
All vehicles are equipped with passenger lifts that meet ADA specifications. Lifts will only accommodate mobility devices such as wheelchairs and three wheel scooters up to 48” by 30” with a total weight up to 600 pounds, including the passenger. Mobility devices that exceed these standards may not be transported.
• If you need a passenger lift to board a vehicle, the driver will assist you. All drivers are trained to operate the lift.
• If needed, you may also board the vehicle while standing on the lift.
• For your safety, please make sure your wheelchair or other mobility device is maintained in accordance to manufacturer’s specifications.
Because the vehicle will be shared, riders should limit their parcels to one armload or the equivalent of two grocery bags. Packages must be transported on your lap or under the seat. Drivers must adhere to a schedule and can not assist with packages. For the safety of all riders, you may not transport car batteries, explosives, acids, flammable liquids, or other hazardous materials.
Transporting Life-Support Equipment
You may bring a respirator, portable oxygen, and/or other life-support equipment as long as it does not violate laws or rules related to transportation of hazardous materials and will fit in the paratransit vehicle.
ADA-eligible children must pay the full fare. Children traveling as companions must pay the full fare. ADA certified children ages six (6) and over may travel without an accompanying adult only if it can be demonstrated they would be able, if not prevented by their disability, to use public transportation independently. Children ages four (4) and under or children under forty (40) pounds must be secured in a child safety seat provided by an accompanying adult. Passengers must provide the child safety seat.
You may travel with a service animal such as a guide dog or canine companion. You should tell the dispatcher when you reserve trips that you will be traveling with a service animal. Pets and other non-service animals may be transported only in a properly secured cage or container.
Out-of-Area Visitor Riding Privileges
GAP can provide 21 days of service for ADA-certified persons with disabilities who are visiting from outside the Greenville, S.C. area. Call for further information.
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Greenlink has a short list of common-sense guidelines designed to ensure safety and comfort for all riders as well as the driver.
• Read carefully and understand all sections of the GAP RIDER’S GUIDE.
• Make reservations at least one or more days in advance.
• Be ready at pickup location and be on time.
• Call to inquire if the vehicle has not arrived by the end of the 30-minute “window”.
• Call to cancel unneeded rides as soon as possible; avoid “no-shows.”
• Pay the correct fare in cash, checks, or tickets (drivers do not make change).
• Wear seat belts.
• Avoid distracting the driver or annoying other passengers with inappropriate behavior.
• Maintain wheelchair or other mobility device in a safe condition according to manufacturer’s specifications.
• Expect “shared-ride” service; others may be picked up after or dropped off before you reach your destination.
• Maintain acceptable standards of hygiene.
• No eating, drinking or smoking on board.
• No riding while under the influence of alcohol or illegal drugs.
• No littering in the vehicle.
• No radio, cassette tape players, compact disc players, or other sound-generating equipment are to be played aboard the vehicle (headphones are permissible).
Drivers are to adhere to the same standards of common courtesy and personal hygiene as those required of the riders.
• Treat riders with courtesy.
• Be uniformed with a visible nametag.
• Stay within the “line-of-sight” of their vehicle. Maintain the assigned service schedule for the convenience of all riders.
• If requested, assist riders when entering and leaving the vehicle.
Drivers are Not Permitted to:
• Enter a rider’s residence or other buildings.
• Perform any personal care assistance for riders, including but not limited to, assisting riders to dress.
• Load or unload packages or groceries.
• Lift or carry riders.
• Carry riders or wheelchairs up or down steps.
• Accept tips or gratuities.
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Suspension of Service
Misusing the system can result in suspension of your paratransit service. The following are misuses of the paratransit services that could lead to suspension.
1. Obtaining or using paratransit services under false pretenses. The Americans with Disabilities Act reserves paratransit services for certified eligible individuals. Your service may be suspended if:
• You have made false or misleading statements on your eligibility application.
• You allow other non-eligible individuals such as friends or family members to ride using your name.
2. Suspension for “No-Shows. ” No-shows delay vehicles and use up space and resources other riders could use. If you “no-show” three times in six months you may be suspended. The following process will occur:
• 1st No-show: A Notice is sent.
• 2nd No-Show: A Final Warning is sent.
• 3rd No-Show: A Suspension Notice is sent.
If you have multiple “No-Shows” in six months requiring more than one suspension, the following will apply:
• 1st suspension in six months:
1 week suspension and you will lose your subscription
• 2nd suspension in six months:
2 weeks suspension and you will lose your subscription
• 3rd suspension in six months:
30 days suspension and you will lose your subscription
3. Suspension for abusive or disruptive behavior. Disruptive or abusive behavior endangers passengers, drivers, and the GAP staff. Disruptive behavior includes, but is not limited to:
• Intimidation or threats of physical harm to drivers or other riders.
• Verbal abuse of drivers, staff, and/or other passengers.
• Unlawful harassment, including unwelcome verbal, non-verbal or physical behavior having sexual, violent, or racial connotations.
• Unauthorized use of vehicle equipment.
• Voluntary and repeated violation of riding rules, including:
Smoking, eating, and drinking on vehicles.
Refusing to remain seated with seat belt on.
Circumstances that are beyond your control. Examples of situations not within the passengers control may include, but are not limited to:
• A sudden personal emergency.
• Sudden or worsening illness.
• Late arrival of the paratransit vehicle.
• A driver does not provide appropriate assistance.
If an investigation reveals your disruptive behavior is due to a disability and is beyond your control, your service may not be suspended. However, Greenlink may require you to travel with a Personal Care Assistant (PCA). If your PCA cannot help you to control your behavior, and/or a safety problem continues to exist, your service may be disallowed.
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The Appeals Process
If you are not in agreement with a decision made by Greenlink regarding eligibility or a suspension, you should get in touch with the Greenlink Transit Director at 467-2776 for an administrative hearing. If you are still dissatisfied after an informal hearing, you can file a written appeal with the Greenville ADA Coordinator. An appointed panel of transportation officials, medical/disability professionals, and rider representatives (2-ADA Committee members) will review the circumstances of your suspension. The appeals process will be carried out in accordance with ADA regulations.
An explanation of the appeals process is listed below:
• Appeals must be filed within 60 days of a denial of eligibility or a decision to suspend service.
• Appeals must be filed in writing or on audiocassette; accommodations will be made for persons unable to do so.
• You may ride the service until your eligibility/suspension appeal is heard.
• A decision will be made within 30 days and rendered in writing.
NOTE: If you are appealing a suspension based on an illegal, seriously
disruptive, or violent behavior, you may not ride until the Appeals Panel
reviews and makes a decision on your suspension.
Guidelines for Requesting/Holding an Appeal Hearing
1. An individual must request an appeal within 60 calendar days of the
denial of their initial application or suspension.
2. An individual must have an opportunity to be heard in person to present
information and arguments.
3. There must be a “separation of function” between those involved in the
initial determination and those deciding appeals.
4. Written notification of the appeal decision, stating the reasons for the
finding, must be provided.
5. Presumptive eligibility must be granted to the individual if a decision is
not made within 30 days of the completion of the appeals process.
1. Written appeal is submitted to ADA Coordinator, who schedules the appeal hearing.
2. At appeals hearing: introductions of panel members, passenger and presiding member(s).
3. An explanation of conflict of interest, should an individual have a professional or personal relationship with a decision-maker, shall be addressed.
4. An explanation of the appeal policy and the applicant’s rights to ensure that there is a clear understanding of process.
5. The basis on which decisions will be reached (e.g., majority vote, etc.).
6. A brief overview of eligibility/suspension policy to ensure that the applicant/passenger has a clear understanding of key issues such as the functional nature and trip-by-trip nature of ADA paratransit eligibility.
7. A summary of initial determination/suspension findings and the informal review findings.
8. An opportunity for the applicant and/or his/her representative to provide additional information or dispute the initial determination/suspension findings.
9. An opportunity for the hearing officer or panel members to ask the applicant or his/her representative questions and other persons involved.
10. Appeals panel deliberates and makes a decision on course of action, with written decision concerning the appeal so that the applicant clearly understands what will happen following the hearing.
11. Reinstatement of services or eligibility or denials/suspensions upheld.
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