See our PwD Program
Form and Brochure available below
If you have an ADA related complaint, visit the contact us section of the website.
FACT buses are accessible to persons with disabilities. However, if your disability prevents you from getting to the bus stop and you live within ¾ of a mile of the bus route, FACT can you with shared ride service. Contact the FACT office at 724-628-7433 to register for ADA service.
What are the requirements for the ADA Complementary Program?
FACT buses are accessible to persons with disabilities. However, if your disability prevents you from getting to the bus stop and you live within ¾ of a mile of the bus route, FACT can provide curb-to-curb service. All trips, both pickup and return, must be within ¾ mile of local fixed route bus route. Pittsburgh Commuter Route is exempt from this service.
If passenger needs assistance from the vehicle to the first doorway, FACT will provide door-to-door service upon receiving proper documentation. Accessible fixed-route bus service is available during the same hours that public transit is available.
Contact the FACT office at 724-628-7433 to register for ADA service. Fares are based on one-way trips and start at $3.00.
Who is eligible?
Anyone whose disability prevents them from independently using FACT’s fixed route service, either all of the time or under certain circumstances, may be eligible for ADA Complementary. Anyone with a disability may apply for this service, even if they are eligible for other transportation programs (such as MATP or PwD).
The eligibility decision is based on independent functional ability to use the fixed route system, not proximity to a bus stop or place of residence. Presence of a disability by itself does not make you eligible. Eligibility is also not based on your age, inability to drive, or the inconvenience of bus services. Your independent ability to use the bus is the basis for eligibility.
Applying for ADA Complementary Service
To apply for this service, customers must submit an ADA application form (Combined ADA PwD form) and it includes a section to be completed by a licensed/certified health care professional. To request an application, call FACT at 724-628-7433 or download the application form on FACT’s website (www.factbus.com). In order to be considered, your submitted application must be complete with all questions answered and include required information from a professional.
Timeline
Once a completed application is received, you will be notified of your eligibility within 21 days. If you do not receive written notification of your eligibility within 21 days, you have the right to use ADA Complementary Services until you receive written notification of your eligibility. If an eligibility decision cannot be issued within 21 days, FACT will contact the applicant by phone and advise them of their presumptive eligibility and right to use the service until such time as the applicant is notified of his or her eligibility.
If you are eligible:
Once your eligibility application and documentation are provided, you will receive a letter
confirming your eligibility. There are three categories of eligibility:
- Unconditional – the rider needs paratransit for all trips
- Conditional – the rider needs paratransit for some trips bit can use fixed route for other trips
- Temporary – eligibility is short-term for the length of time the rider is unable to use fixed route service
When you are confirmed, you can begin making reservations through the Shared Ride Program.
If you are denied eligibility, you have the right to appeal. Please see details at the end of this section.
Visitors
FACT will provide ADA complementary paratransit service to visitors. The visitor can present documentation from his or her home jurisdiction’s paratransit system that he or she is eligible. FACT will give full faith and credit to the identification card or other documentation from the other entity or the visitor can present proof of a disability. Once the documentation is presented and is satisfactory, FACT will make service available. Visitors will receive 21 days of service within a 365-day period. If service is needed beyond 21 days, the visitor may apply for eligibility in FACT’s ADA Complementary program.
Personal Care Attendants and Companions
Personal Care Attendants (PCA) are allowed to ride free. There are no restrictions on who may serve as a PCA as long as they are over the age of six and are able to perform the necessary assistance.
A companion, a person whose presence is desired but not required by the passenger to complete the trip may ride at the same fare (twice the regular fixed route fare).
FACT must be notified in advance that a Personal Care Attendant and/or Companion will be riding with the ADA-eligible rider. Advance notification is at time of scheduling or no later than 2:00 p.m. the day before the scheduled trip.
Appeal Procedure
Since ADA paratransit eligibility is established as a civil right, methods are in place to ensure that “due process” is observed. FACT will determine eligibility within 21 days of receipt of a completed application. If the application is not processed within 21 days, applicant can use ADA service beginning on the 22nd day until such time that a written determination is issued. Federal regulations state that the administrative appeal process is intended to give applicants who have been denied eligibility, or who have been deemed conditionally eligible, the opportunity to have their case heard by a panel independent of the transit authority or initial decision maker.
The right to appeal is as follows:
- Applicants have 60 days from the date of the eligibility determination letter to appeal the decision in writing to FACT.
- Prior to the hearing, the applicant’s eligibility status remains unchanged from the original FACT determination.
- Appeals will be heard by a panel independent from FACT.
- Applicants will have the right to speak in person on their own behalf and/or have others represent them at appeal proceedings.
- Applicants will have the right to necessary support, such as an interpreter, if requested in the appeal letter.
- The determination resulting from the appeal will be made in writing within 30 days and will state the reason(s) for the decision. If a decision is not made within 30 days of the date of appeal, full eligibility will be given until a decision is made.
- Applicants may reapply for service at any time if there is a change in their functional mobility.
- Requests for appeal should be made in writing to:
Executive Director
Fayette Area Coordinated Transportation
825 Airport Road
Lemont Furnace, PA 15456
Title VI Policy
Fayette Area Coordinated Transportation (FACT) gives public notice that it complies with Title VI of the Civil Rights Act of 1964 and all related statues. Title VI provides that “no person in the United States shall, on the ground of race, color, or national origin, be excluded from participation in, be denied the benefits of, or be subjected to discrimination under any program or activity receiving Federal financial assistance.” FACT operates its programs and services without regard to race, color, and national origin (includes limited English proficiency) in accordance with Title VI of the Civil Rights Act.
Any person who believes she or he has been aggrieved by any unlawful discriminatory practice under Title VI may file a complaint with FACT.
Additional information including complaint procedures and forms can be obtained on FACT’s website www.factbus.com; by calling 724-628-7433; or visiting our administrative office at 825 Airport Road, Lemont Furnace, PA 15456.
A complainant may file a complaint directly with the Federal Transit Administration by filing a complaint with the Office of Civil Rights, Attention: Title VI Program Coordinator, East Building, 5th Floor-TCR, 1200 New Jersey Ave. SE, Washington, DC 20590.
Alternative Communication Policy
FACT provides several options to assist with communications with individuals that do not speak English including bilingual staff and contracting with Language Line Services. Upon request, key documents can be translated into another language.
For individuals who are hearing or sight impaired, FACT encourages customers to utilize PA Relay Service by calling 711 or call using TTY 1-866-874-3972. Upon request, FACT will provide documents in an alternative format.
All translation and interpretation services as well as documents in alternative formats are free of charge.
No-Shows and Late Cancellations Policy
The purpose of this policy is to ensure that FACT provides efficient shared ride services and to reduce the negative impact of no-shows and late cancellations on the service to other passengers.
No-Shows are recorded each time a shared ride customer makes a late cancellation, forgets to cancel, declines their trip at the door, or is not available for pick-up for their scheduled trip. A pattern or practice of excessive No-Shows may result in suspensions of service as outlined below.
A No-Show is a trip that has not been canceled at least two (2) hours prior to the scheduled pick-up time and the FACT driver arrives at the pick-up location and no one appears for the ride. FACT’s driver will notify FACT’s office and wait for five minutes to confirm the no-show.
Customers of all programs except ADA Complementary Paratransit Services who are no-shows for the initial scheduled trip will automatically have their return trip cancelled and be charged with one no-show, not two. A rider that schedules an ADA Complementary Paratransit trip that is a no-show for the initial scheduled pick-up, the return trip will not be automatically cancelled and as such, the rider must cancel the return trip. If the no-show rider does not cancel the return trip, the rider will be charged with another no-show.
No-shows for reasons that are beyond the passenger’s control will not be counted. Examples of excused no-shows include, but are not limited to; illness, accident, family emergency, personal care attendant did not arrive on time, rider’s mobility aid malfunctioned, appointment cancelled by doctor’s office too late to provide timely notification, FACT scheduling or operator error, etc.
Sanctions could be imposed if a pattern or practice of no-show occurs. A pattern or practice involves intentional, repeated or regular actions, not isolated, accidental, or a singular incident. A pattern or practice of no-shows will be determined by reviewing a customer’s no-shows monthly. A pattern or practice may be indicated if there are at least (five) or more no-shows within a thirty-day period and no-shows are 25 percent or more of all trips the customer scheduled and it is in excess of the average passenger no-show rate for the month. After each month, the record is cleared.
Sanctions:
- 1st Occurrence – the customer will be contacted (phone or letter) and advised that he/she violated FACT’s No-Show Policy.
- 2nd Occurrence – 1-day suspension
- 3rd Occurrence – 3-day suspension
- 4th Occurrence – 5-day suspension
- 5th Occurrence – 7-day suspension
Passengers can contact FACT to appeal no-show sanctions. The customer will be provided an appeal form to complete. The form must be completed and submitted to FACT within ten (10) days of the no-show/late cancellation violation. A decision will be made within ten (10) business days and sanctions will not be imposed until the decision of the appeal is rendered in writing.
Reasonable Modifications to Policies and Procedures
FACT may make reasonable modifications to policies, practices, procedures and/or programs that allows people with disabilities to have equal access to its programs, services, and activities. FACT will make reasonable modifications when necessary to ensure access to transit services for qualified individuals with disabilities.
An individual is eligible to be considered to receive a reasonable accommodation if that individual has a disability in the form of a physical or mental impairment that limits the performance of one or more major life activities, has a record of impairment, or is regarded as having such impairment.
A request may not be granted if:
- It would fundamentally alter the nature of the public transportation service, program, or activities;
- Granting the request could create a direct threat to the health or safety of other passengers;
- Granting the request would create an undue financial or administrative burden for FACT; or
- The individual with a disability is able to fully use FACT’s transit service without the accommodation being made.
Process to request reasonable modifications is as follows:
- Requests should be made as far in advance as possible.
- Requests should be as specific as possible and include information on why the requested modification is needed in to use FACT’s services.
- FACT prefers requests to be made in writing or by email, but FACT will accept a request by phone if needed. Requests should be directed to FACT’s Transportation Information Manager, 825 Airport Rd, Lemont Furnace PA 15456 or via website.
- If a phone request is made and FACT’s Transportation Information Manager is unavailable, the request will be directed to a designee. Phone requests to FACT must be made during normal business days and hours of operations of FACT’s administrative offices (currently Monday-Friday, 8:00 AM to 4:30 PM).
- “On-the-spot” requests will be accepted for circumstances that may arise while utilizing FACT’s transportation services by making a request to the driver. Such requests should be made as soon as the circumstance is made known to the requestor. The driver may make the determination or request a decision of a supervisor dependent upon the situation.
- All requests/documentation shall be maintained in a designated file at FACT’s administrative offices for a minimum of five (5) years from date of request.
FACT will make every effort to engage in a good faith interactive process with the customers to determine what, if any modification can be made. FACT will take, to the maximum extent possible, any other actions that may be available to them to ensure that the individual with a disability receives the services or benefits provided by FACT that would not result in a direct threat or fundamental alteration.
FACT will notify the customer in writing if the modification is denied and indicate the reason for the denial, an alternative modification if available and describe the process to appeal the decision. Appeals of decisions are made using FACT’s ADA protest procedures.
Service Animals
Service animals and service animals in training are permitted on FACT vehicles. There is no fee for the service animal. It is the responsibility of the rider to have the service animal under control at all times.
Wheelchair and Scooter Policy
FACT can safely accommodate the majority of wheelchairs and scooters on its fixed route and shared ride vehicles. Wheelchairs and scooters must not exceed the manufacturer’s specifications for weight, length and/or width of the lift. The manufacturers’ specifications for the lifts on FACTS’ vehicles vary. The smallest lift can transport an occupied wheelchair of 800 pounds, 30 inches wide and 48 inches long. The largest lift can accommodate a combined weight of 1,000 pounds with dimensions no greater than 33 inches wide and 53 inches long. Riders are encouraged to contact FACT with any questions regarding the capacity of the lifts.
Wheelchairs, scooters or similar mobility devices must be secured at all times.
Wheelchair users are strongly encouraged but not required to back onto the wheelchair lift as described by the manufacturer.
Ambulatory riders who are unable to use the vehicle steps are permitted to use the ramp/lift to board the vehicle provided they can stand without assistance and hold onto the handrails.
Medication and Transporting Other Life-Support Equipment Policy
Riders are permitted to travel with respirators, concentrators, portable oxygen, and some other life-support equipment provided transporting such equipment does not violate laws or rules related to transporting hazardous materials or substances.
Prohibition of Violent, Serious Disruptive or Illegal Behavior
When riding a FACT’s vehicles or on FACT’s properties, an individual’s conduct will not be accepted, nor allowed, that is violent, seriously disruptive, or illegal. FACT will not transport a person who poses a direct threat or significant risk to the health or safety of others.
FACT will not refuse to provide service to an individual with disabilities solely because the individual’s disability results in appearance or involuntary behavior that may offend, annoy, or inconvenience employees or other riders. In addition, FACT will make every effort to resolve an issue with the rider and/or the rider’s personal care attendant.
Examples of the violent, seriously disruptive, or illegal conduct include, but are not limited to, the following:
- Disrupting the driver while he/she is driving the vehicle.
- Engaging in any conduct or activity that represents a danger to himself/herself or others.
- Making physical or verbal threats to the driver or to other passengers. Such threats may be either verbal or written.
- Damaging or destroying vehicle equipment or any employee’s or passenger’s property.
- Getting out of the seat while the vehicle is in motion or while the trip is underway.
- Refusing to wear a seat belt.
- Smoking, consuming alcoholic beverages or any illegal substance while on board FACT’s vehicle.
- Disrupting other passengers.
- Disrobing.
- Swearing, name calling and/or abusive language.
- Personal Hygiene condition, resulting in a public health hazard as categorized by the Centers for Disease control.
Please see FACT’s USER GUIDE for more detailed information.
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