Complementary Paratransit FixedRoute|How do I ride the CATS Paratransit Vehicle

How Do I Ride The CATS Paratransit Vehicle?

Pick-up Times
A pick-up time will be based upon appointment times. A pick-up window of 30 minutes allows CATS to arrive at the passenger’s location up to one-half hour after the scheduled pick-up time. This “30-minute policy” was adopted to accommodate as many passengers as possible during a particular time period. If the vehicle has not arrived by the end of the 30-minute period, please contact CATS at (770) 345-6238.
Boarding the Vehicle
Passengers must have their CATS Paratransit identification card, fare ticket(s) or money (exact change is required) ready to present to the driver when boarding the CATS vehicle. Failure to provide a ticket, pass or exact fare currency at the time of boarding will result in the disruption of a passenger’s service and a no-show will be added to the passenger’s record.

Driver Assistance
CATS paratransit service is a destination-to-origin service (and extends further upon request). Drivers will provide assistance on and off the vehicle at the destination. Drivers are not permitted to take passengers up or down steps, ramps or walks. The driver shall provide assistance with the use of lifts, ramps, and securement devices. The driver shall assist in pushing a manual wheelchair up the ramp or onto the lift of the bus. Drivers do not assist with packages (see section “May I Transport Packages”). If assistance is needed beyond the destination due to disability, make this known to the reservationist at the time of scheduling the trip.

Driver Wait Time
It is important to be at the designated pick-up location at the scheduled pick-up time indicated by the reservationist when passengers made their reservation. The vehicle will wait up until five minutes past the scheduled pickup time for a passenger to arrive at the vehicle. If the vehicle arrives after the scheduled pick-up time, the driver is instructed to wait five minutes before contacting dispatch for instructions. The vehicle is not scheduled to wait while the passenger conducts business at their destination. The passenger will need to make a reservation for their return trip for a designated pick-up time. Pick-up time and driver wait time requirements will also apply to the return trip.

Closed Business
If a business is closed upon the arrival of the vehicle, the passenger can choose to stay on the vehicle and be dropped off at the return address at the convenience of CATS (return trip fare must be paid), or the passenger can get off the bus and wait for the return trip vehicle to pick them up.
Early or Late Pick-up Requests
CATS is not obligated to comply with a change for an early or late pick-up on the day of the scheduled trip. CATS will try and accommodate an early or late pick-up request on the day of the scheduled trip; however, other scheduled trips cannot be disrupted. Drivers are not allowed to start earlier than the first scheduled pick-up on their manifest nor are drivers allowed to stay later than the last scheduled drop-off on their manifest for an early or late pick-up request.

Pick-up Locations Procedures
To provide safe, on-time service for all passengers, CATS Paratransit has developed the following pick-up procedures:
● Apartments
Passengers in apartment complexes that are inaccessible to CATS vehicles must meet the vehicle at the main entrance to the complex. If the facility has a guarded gate or limited access, the passenger should inform the security staff of the scheduled pick-up and return times. If a passenger is visiting someone inside a guarded gate or limited access, it is the passenger’s responsibility to advise the person they will be visiting ahead of time for access. Drivers remain with the vehicle and do not go inside apartments.
• Gated Communities
Those passengers who reside or travel to or from a gated community should remain in their apartment until the vehicle has arrived at the gate. The passenger will be notified that the vehicle has arrived at the gate. If the buzzer at the gate does not work, the driver will call dispatch and dispatch will notify the passenger to open the gate.
● Office Complexes
Passengers traveling from a large office complex, medical facility or other similar areas must meet the vehicle at the main reception desk or main lobby entrance. Drivers remain with the vehicle and do not go inside the facility.
● Adult Day Care and Dialysis Centers
Passengers should be waiting in a designated area when the vehicle arrives to pick them up at the centers. Drivers will assist passengers in boarding the vehicle. Drivers remain with the vehicle and do not go inside the facility. It is highly recommended that the center contact dispatch at (770) 345-6238 if there is a problem with the scheduled pick-up time. CATS does not handle emergency trips to the hospital.
● Malls
Passengers will be picked up and dropped off nearest the main door of the mall. Drivers remain with the vehicle and do not go inside the mall.
● Churches
Passengers will be picked up and dropped off at the main reception desk or main lobby entrance in front of the building. Drivers remain with the vehicle and do not go inside the church.
● Other Large Areas Not Specified
Passengers will be picked up and dropped off at the main reception desk or main lobby entrance in front of the building. Drivers remain with the vehicle and do not go inside any facility.
● Exception:
If the main reception desk or main lobby entrance does not meet ADA accessibility standards, it is the passenger’s responsibility to contact the facility administrator for the determination of their designated accessible entrance and notify CATS prior to the trip.