Passenger Guide

Passenger Guide Download

P.O. BOX 612
302 Hospital Drive
(903) 872-2405
(800) 834-1924
January 2021
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Table of Contents
Service Provider 3
Eligibility for Service 3
Policy 3
Title VI 3
Reservations 4
Cancellation Policy 4
Bad Weather or Road Closures 4
Customer Responsibilities 5
No-Show 5
Priority Seating 6
Passenger Wheelchair And Other Mobility Aids 6
Immobility 6
Disorientation 7
Non Comprehension 7
Communication Impairment 7
Personal Care Attendant 7
Children 8
Service Animals 8
Customer Behavior 8
CTS Driver Assistance 8
Reasonable Modification 9
Termination of Services 9
Security System 9
Accidents/Incidents/Complaints 10
Grievance Procedures 10
Fares 12
Definitions 13
Holidays Observed 14
Maps of Service Area 15-16


Service Provider
Community Transit Service (CTS) operates as a component of Community Services, Inc. (CSI). Hours of
operation are from 5:00 a.m. to 5:30 p.m., Monday through Saturday, excluding holidays and office
closing. Reservations are taken Monday through Friday from 8:00 a.m. to 4:00 p.m. CTS provides
demand response service with a curb to curb policy. CTS vehicles are ADA equipped. All publicized
services are made in accessible formats, i.e., large print, in another language, TDD, Braille,
audiotape (upon request).

Eligibility for Service
Community Services, Inc. developed CTS transportation services to provide safe and efficient
transportation for the general public and persons with special needs as specified by Americans with
Disabilities Act (ADA) and as defined by contracts into which CTS may enter time to time.

CTS’s goal is to implement and maintain an effective transportation system to serve the general

It is the policy of Community Transit Service that no otherwise qualified person shall, solely by
reason of his or her disability, be excluded from participation in, be denied the benefits of, or
otherwise subject to discrimination under any program or activity undertaken by Community Transit
Service. Community Transit Service serves person without regard to race, sex, religion or national

Title VI
CTS is hereby given public notice of its policy to uphold and assure full compliance with Title VI
of the Civil Rights Act of 1964 and all related statutes. Title VI and related statues prohibiting
discrimination in federally assisted programs require that no person in the United States of
America shall, on the grounds of race, color, or national origin be excluded from the


participation in, be denied the benefits of, or be subjected to discrimination under any program or
activity receiving federal financial assistance.

To arrange a ride, customers need to call CTS at (903) 872-2405 or toll-free 1 800-834-1924. You
must be prepared to provide your name, the addresses of ALL pick-up and drop-off points, your
appointment and departure time, and any special accommodations you may need. If you fail to give
the correct destination address, you will be returned home and charged for the return. Reminder:
CTS has a three (3) bag limit with a 25lb maximum weight limit per bag. A bag is considered to be a
bag, case of soda or water, a box, or any separate parcel or package.

Customers are required to telephone CTS to reserve a ride in advance of the desired trip. If a
return ride is required, it must be scheduled at the same time.

Please Note: If you need to schedule a ride or make changes to an existing ride, you must contact
dispatch. Drivers cannot take your trip information.


Cancellation Policy
CTS requires a two (2) hour notice before pick up time to cancel a reservation. Less than two hours
notifications are considered a NO-SHOW. This includes scheduled pick-ups and return trips. The
client must cancel a Will Call no later than 5:30 p.m., or it will be considered a NO-SHOW.

Bad Weather or Road Closures
CTS staff will make every effort to provide service whenever scheduled. In severe weather or poor
road conditions, which


makes travel unsafe, CTS management reserves the right to delay or close some or all service until
conditions are favorable.

Customer Responsibilities
Customers are expected to be ready and waiting just inside the entrance door or other pre-arranged
location at least 30 minutes before the agreed-upon time. Customers finding that they will be
unable to meet the CTS bus at the location or time scheduled are expected to call CTS and advise
them two hours in advance. If CTS cannot pick up the customer at the agreed-upon time, CTS will
make every effort to alert the customer of this change. Pick- up time at origin will be 60 to 90
minutes before the appointment time. Return trip pick-up will be 15 to 60 minutes after dispatch is
notified for return pick up. The customer is responsible for all personal items left on the CTS
vehicle. The customer is responsible for picking up these items at the CTS office at 302 Hospital
Drive in Corsicana.


A no-show occurs when a customer fails to appear to board the vehicle for a scheduled trip. This
presumes the vehicle arrives at the scheduled pickup location within the pickup window and the
driver waits at least 5 minutes. When a customer has a no-show or late cancellation for a trip, all
subsequent trips on that day remain on the schedule unless the rider specifically cancels the
trips. To avoid multiple no-shows or late cancellations on the same day, customers are strongly
encouraged to cancel any subsequent trips they no longer need that day.

CTS management reviews all recorded no-shows and late cancellations to ensure accuracy before
recording them in a customer’s file. Customers will be subject to suspension under the following
• Schedule 20 or more trips within a calendar month and have no-shows or late cancellations
totaling 20% of their trips; or



• Schedule 8 to 19 trips within a calendar month and have no-shows or late cancellations
totaling 40% of their trips; or
• Schedule 7 or less trips within a calendar month and have no-shows or late cancellations
totaling 50% of their trips.

Initially, two warning letters will be issued to notify the customer of the no-show and ask for
cooperation in scheduling trips. If the problem continues, a progressive suspension length will be
as follows:
• First Suspension will be for 5 days;
• Second Suspension will be for 10 days;
• Third Suspension will be for 15 days; and
• Four and any subsequent Suspensions will be for 30 days.

Priority Seating/Flip-up Seats
Priority seats are made available to individuals with disabilities. The driver will relocate all
persons occupying flip-up seats in the wheelchair securement area to accommodate individuals in

Passenger Wheelchair and Other Mobility Aids
CTS vehicles can accommodate most wheelchairs that do not exceed 30” in width, 48” in length, and
do not exceed the ADA weight limit when occupied. Clients are responsible for the safe working
condition of their mobility devices. CTS will not be held responsible for any mobile device in
unsafe working conditions, such as broken brakes, broken wheels, etc.

If the customer is incapable of self-mobility or if self-mobility is possible, but the risk of
physical injury exists. If a PCA’s assistance would provide mobility or lessen the danger of
injury, a customer can request a PCA to ride at no cost. The customer is responsible for providing
the PCA.


If the customer, due to a visual or mental impairment, cannot properly orient him/herself and
navigate to reach a destination, a customer can request a PCA to ride at no cost. The customer is
responsible for providing the PCA.

Non Comprehension
If the customer, due to mental impairment, cannot adequately perform those mental processes
necessary to handle common occurrences or cannot effectively control his/her own action, a customer
can request a PCA to ride at no cost. The customer is responsible for providing the PCA.

Communication Impairment
If the customer cannot effectively transmit or receive communications due to sensory or mental
problems, and if the problems prevent the customer from using the service, a customer can request a
PCA to ride at no cost. The customer is responsible for providing the PCA.

Personal Care Attendant
PCA is required to assist the customer with personal daily care specifically. Below listed are
some of the things a PCA will help with:
• Assisting the customer from his/her door to the CTS vehicle and back
• Opening doors
• Pushing wheelchairs
• Carrying packages
• communicating with the driver (if the customer is unable)
• Personal care.

A customer can request a PCA to ride at no cost. The customer is responsible for providing the
PCA. PCA must remain with the client at all times to ride free.


Children sixteen and younger are required to be escorted by an adult (age 21 or older). Children 7
years old and younger and under 4’9” are required to be in a safety seat. The escort and child pay
regular fare.

Service Animals
CTS allows customers to travel with service animals. The customer must contain all other animals in
an approved pet travel kennel that the customer must carry. The animal must remain restrained in
the kennel throughout the trip. The kennel must remain with the customer. The kennel cannot occupy
a seat.

Customer Behavior
To ensure all customers and the driver’s safety and comfort, the following activities are
prohibited on all vehicles. Smoking or using electronic cigarettes, eating, drinking, and playing
personal radios without earphones, behaving in ways that are violent or seriously disruptive, in
possession of illegal drugs, weapons, causing damage to the vehicle. Persons who engage in the
activities listed above will be suspended immediately and a notice of suspension will promptly be
mailed to the customer.

CTS Driver Assistance
CTS drivers will assist all customers when boarding and exiting the vehicle. Drivers will secure
wheelchairs and other mobility devices, assist with seat belts, and collect the proper fare. The
driver will also assist in loading and unloading 3 bags of groceries (as defined previously).
Drivers are not permitted to carry packages to customers’ homes or assist customers to or from
their location. Drivers cannot accept gifts or tips.


Reasonable Modification
Community Transit Service provides a demand response service with a curb to curb policy and a
no-back policy. However, Community Transit will make reasonable modifications of its policy upon
request from individuals that would otherwise be unable to use the service. CTS will deny
reasonable modifications based on the following.

The request will:
• Fundamentally alter the nature of the entity’s transit service
• Create a direct threat to the health or safety of others
• Without the requested modification, the individual with a disability can fully use the transit
agency’s services, program, or activities for their intended purpose
• Granting the request would cause an undue financial or administrative burden

Termination of Services
If a person does not follow guidelines and procedures involving CTS services, service will be
terminated as follows.
1. If feasible, the person will receive two oral warnings.
2. If compliance is not achieved after the two oral warnings, the person shall receive a written
warning stating in detail the area of non-compliance.
3. If compliance is not achieved after the written warning, CTS management shall notify in
writing that his/her use of all or a portion of CTS services terminate, with a statement of reasons

Security System
CTS vehicles are protected by audio and video security systems.


All accidents/incidents and discriminatory complaints will be documented and filed separately
according to the complaint type and the response to the complainant.

All complaints should be directed to Katie Ragan at Community Transit Service by phone:
903-875-3736, email: or by mail: Community Services, Inc.,
P.O. Box 612 Corsicana, TX 75151

When filing a complaint, please provide the following information:
• Contact information (name, address, telephone or email)
• Mobility aid used (if any)
• Date, time, and location of the incident
• Vehicle ID number
• Name(s) of agency employee(s) or others
• The reason for the complaint

Grievance Procedures
Step 1: The complainant will contact Katie Ragan to report the complaint by phone, mail or email,
(contact information listed above). Mrs. Ragan will contact the complainant within two to five
business days of the complaint; if there is no response or resolution to the complaint, proceeds to
step two.

Step 2: The complainant will contact Daniel Edwards, Sr., Executive Director at Community Services
Inc. by phone: 903- 875-3721, by email: or mail: Community Services Inc.,
P.O. Box 612, Corsicana TX, 75151. Mr. Edwards will respond within seven to ten business days; if
no response or resolution to complaint proceed to step three.

Step 3: The complainant will notify in writing Dairy Johnson, Chairperson of the Community
Services, Inc. Board of Directors,
P.O Box 612, Corsicana, TX 75151. If the aggrieved person needs assistance in preparing the letter,
he/she may request assistance from a third party of their choice. The Chairperson shall then
convene a committee to be composed of three persons.


One member, who shall serve as chairperson, shall be chosen by the Community Services, Inc.
Chairperson from among the Community Services, Inc. Board membership. A second member shall be a
user of the Community Transit Service and shall be chosen by the aggrieved person. A third member
shall be chosen by the Chairperson of the Community Services, Inc. Board. The Committee shall then
meet the aggrieved person. The hearing is limited to the specific grievance presented in the
letter. If these efforts prove unsuccessful within ten to fourteen business days, proceed to the
final step.

Following deliberation, the committee shall present a written recommendation to the Chairperson for
disposition by the Community Services, Inc. Board of Directors.

Step 4: A complainant may file a complaint directly to:

ADA complaint –
FTA Office of Civil Rights Attention: Complaint Team East Building, 5th Floor – TCR 1200 New Jersey
Avenue, SE Washington, DC 20590

Title VI complaint –
Federal Transit Administration Office of Civil Rights,
Attention: Title VI Program Coordinator, East Building, 5th Floor-TCR,
1200 New Jersey Ave., SE, Washington, DC 20590

Final Step: The aggrieved person shall present his or her grievance to:

Texas Department of Transportation Civil Rights Division
125 E 11th Street Austin, TX 78701


Bus Pass $10.00

$2.00 with bus pass per-one way stop within hub cities

$4.00 without bus pass per one way stop within hub cities

$5.00 per stop within the same county

$1.00 per mile county to county (Ellis/Navarro only)

If you have any questions regarding fares, please contact CTS at (903) 872-2405 or toll-free 1
(800) 834-1924

CTS does not accept checks. CTS does not make change.
You must have the exact change/ ticket ready for your fare and pay before entering the CTS vehicle.




ADA: The Americans with Disabilities Act of 1990
CSI: Community Services, Inc.
CTS: Community Transit Service
PCA: Personal Care Attendant, a person who is medically or socially required to facilitate the
travel of a person with a disability; employed specifically to help the eligible individual meet
his/her personal needs.
Demand Response: Demand response service is a transportation system characterized by flexible
routing and scheduling to provide curb to curb transportation.
Mobility Aids: Wheelchairs, walkers, crutches, canes, braces, portable oxygen, and other similar
devices designed for use by individuals with mobility disabilities.
No-Show: No-show is the failure to notify of cancellation two hours before pick-up time.
Service Animal: The definition of a service animal by the U.S. DOT: “any guide dog, signal dog,
or other animals individually trained to work or perform tasks for an individual with a disability,
including but not limited to, guiding individuals with impaired vision, alerting individuals with
impaired hearing to intruders or sounds, providing animal protection or rescue work, pulling
wheelchair or fetching dropped items.”
Title VI: Title VI of the Civil Rights Act of 1964, 42 U.S.C. 2000d et seq.

Holidays Observed
Martin Luther King Jr. Jan. 18

Presidents’ Day Feb. 15

Good Friday April 2-4

Memorial Day May 31

Independence Day (observed) July 5

Labor Day Sept. 6

Veterans Day Nov. 11

Thanksgiving (Observed) Nov. 25-28 Christmas Eve and
Christmas Day (Observed) Dec. 23-26 New Year’s Day (Observed)
Dec. 31

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