Mufi Hannemann

Mayor

This Rider's Guide is intended to provide the eligible rider, parent, guardian, personal care attendant and agencies with a handy reference to using TheHandi-Van.

This Rider's Guide does not replace City, State, and Federal laws and regulations that govern operations of TheHandi-Van.

If you wish to obtain a copy of the City ordinance, please contact Department of Transportation Services at email accesstrans@honolulu.gov

or call 768‑8300.

Quick Reference

Quick Reference briefly describes how to ride TheHandi-Van. Each step references a specific page for more information about that section. See Page 1 for important phone numbers.

Registration

This Rider's Guide was mailed to you with a letter stating that you have been determined to be paratransit eligible.  Take the letter with you in-person to TheBus Pass Office to obtain your TheHandi-Van Photo Identification Card.

Fares

The cost for a trip on TheHandi-Van is $2.00 for each boarding (excluding required transfers).

Hours of Operation and Service Area

TheHandi-Van service area, days and hours are the same as the fixed-route bus service, TheBus.

Making a Reservation

Once you obtain your TheHandi-Van Photo ID card, simply call 456‑5555 to schedule a trip. Reservations are accepted from one day in advance and up to 7 days in advance. The Reservations line is open from 8:00 a.m. to 5:00 p.m. daily.

Getting Ready for Your Pickup

Our service is curb-to-curb only and our Operators cannot leave their vehicles unattended. Please choose pickup points that are in accessible areas located curbside adjacent to public streets and roadways.

You must make your own arrangements if you need personal assistance to get to and from your pickup point.

Remember…

TheHandi-Van is not an emergency or taxi service. You will be sharing a ride with other TheHandi-Van passengers.

Eligibility

All TheHandi-Van cardholders have been certified as being ADA paratransit eligible.

In order to be certified as ADA paratransit eligible for TheHandi-Van service, an individual must meet one of the following criteria:

1.    Unable, because of a disability, to board, ride and/or get off a lift or ramp equipped bus by themselves. This includes persons who are unable to "navigate" TheBus system without the assistance of another person.

2.    Able to independently board, ride and exit an accessible lift-equipped TheBus, but an accessible lift-equipped bus has not been assigned to the route used by the individual or TheBus lift cannot be deployed at the person's stop;

3.    Unable to travel to or from a bus stop because of a disability;

4.    ADA paratransit eligible visitors from outside Oahu. After registering with DTS, visitors will be eligible for paratransit trips for up to 21 days per 365 day period.

Note: Age is not a qualifying factor for receiving paratransit eligibility.

Registration

When your application was approved, you were sent an eligibility letter, a copy of this TheHandi-Van Rider's Guide, and other information.

All riders must carry a TheHandi-Van Photo Identification Card when they ride TheHandi-Van.  To obtain a card, take the eligibility letter to TheBus Pass Office at 811 Middle Street.  Your photograph will be taken and TheHandi-Van card with your picture on it will be issued to you at TheBus Pass Office at no charge.  Office hours for picture taking are 7:30 a.m. to 3:30 p.m., Mondays through Fridays, except holidays.  Please call 848‑4444 for directions and further information.

If you have a current TheHandi-Van card that is about to expire, you must apply for a new card.  You may apply for a new card up to 60 days before expiration of your current card.

Simply call TheBus Pass Office or the Eligibility and Registration office and an application and information packet will be sent to you. Applications and information packets are also available at Satellite City Halls and at the social services departments of major hospitals. The application and information packet explain the eligibility and registration procedure.

Hours of Operation and Service Area

Mondays through Sundays

TheHandi-Van service area, days, and hours are the same as the fixed-route bus service, TheBus.

Holidays

If your regularly scheduled ride falls on any of the holidays listed below, you MUST call to schedule it.  Regularly scheduled rides that fall on a holiday are automatically canceled.  Please call 456‑5555 (454‑5045 TTY) to schedule your holiday ride.

Holiday rides must be scheduled on:  New Year's Day, Martin Luther King Jr. Day, President's Day, Prince Kuhio Day, Good Friday, Memorial Day, King Kamehameha Day, Independence Day, Admissions Day, Labor Day, Veteran's Day, General Election Day, Thanks­giving Day, and Christmas Day.

Fares

Every TheHandi-Van cardholder and companion riding TheHandi-Van shall pay a fare of $2.00 per person per one-way passenger trip.

A personal care attendant (PCA) shall pay no fare at any time when accompanying a TheHandi-Van cardholder. See Page 29 for more information on PCAs.

No fare is required for Service Animals. See Page 33 for more information on Service Animals.

Be prepared to pay the exact fare. Operators do not carry change, and are not allowed to search purses, pockets, backpacks, or other personal items for a customer's fare.

If you wish to use fare coupons, they may be purchased from TheBus Pass Office at 811 Middle Street, Honolulu, HI 96819. Coupons are sold for $2.00 each. Customers may purchase directly from TheBus Pass Office or by mail. The Bus Pass Office accepts cash, checks, official purchase orders, or money orders payable to TheBus. Credit cards are not accepted.

Making a Reservation

Contact a reservationist at 456‑5555 voice, or 454‑5045 TTY. These are the only numbers to call when you wish to arrange a ride with our service.

If you need information instead of a ride, please call Customer Service at 456‑5555 voice or 454‑5045 TTY. Office hours are Monday - Friday from 7:30 a.m. - 4:00 p.m.

Reservations must be made from 1 to 7 days before your trip.  Same-day reservations are allowable only on a space available basis.

Please be patient. If you hear a recorded message, stay on the line. Do Not Hang Up! Your call will be answered in the order it was received.

The Reservationist will guide you through the process of reserving your ride. Please be prepared to provide the following information:

1.    Your name.

2.    The date and day of the week you need a ride.

3.    The time you wish to be picked up, or an appointment time if you wish to have us schedule your drop-off time.

4.    The address from which you want to be picked up and a phone number where you can be reached.

       If your pickup location is difficult to find, be sure to let the Reservationist know this and provide precise directions to your pickup location.

5.    The address to which you are going and the phone number, if you know it.

6.    The time you will be ready for your return trip. Sometimes it is difficult to know ahead of time exactly when you will be ready for your return trip, but please schedule the trip time as accurately as possible.

       If you will be going to a doctor's office, ask the doctor or a staff member how long your appointment will take. It helps the Reservationist arrange your return ride pickup time.

7.    If you cannot be dropped off earlier than a certain time, let the Reservationist know this.

8.    The form of payment you will be using (cash or coupon).

9.    If you use a mobility aid, such as a wheelchair, extra large wheelchair (see Page 30), walker, or scooter, or if you will need to use the lift.

10.  If a Personal Care Attendant (PCA) or Companion(s) will be riding with you.

11.  If a service animal will be riding with you.

12.  Any other information you feel we should know to safely and comfortably transport you.

Reserving Multiple Trips

Riders may need to go to several places in one day:  From home to the doctor's office, to a hair appointment, to the library, and then back home again.

Riders who require multiple trips must schedule a separate trip for each pickup location to each drop-off destination. Please be ready to provide all information necessary to enable the Reservationist to accommodate your TheHandi-Van needs.

Remember…

·       All trips taken on TheHandi-Van are important.  Priorities are never assigned based on the purpose of a rider's trip.

·       TheHandi-Van is a shared-ride CURB-To-CURB service. The van may stop to let other customers on or off before you get to your destination. If you are ordering a ride for a specific appointment time, be sure to allow sufficient time (travel time) to get from your pickup address to your destination. Also, please be aware of the opening and closing times of the building or office to which you are going, so you won't be left outside if you are dropped off early or have scheduled a late return.

·       Trip changes after boarding the vehicle are not allowed. You must go to the destination stated in your reservation.

·       If you need personal assistance to and from TheHandi-Van vehicle at curbside, it is your responsibility to make these arrangements.

Other Things to Know When Making a Reservation

✓    Allow enough time for your appointment to be finished so you won't be charged with a "no-show" on the return trip. If you're not sure when your appointment will end, we can put you on "will call," and you may call when you're ready to be picked up. Your return trip will be worked in with the next available van.

✓    Every attempt will be made to schedule your ride at the time you call to order it. You may call back the following day and ask for your scheduled pickup time.

✓    The Reservationist may negotiate a pickup time that is up to 60 minutes before or after your requested pickup time.

✓    You can expect the van to pick you up within 30 minutes of your scheduled pickup time. We refer to this 30 minutes as your "pickup window."

Example

·       You request to be picked up at 9 a.m.  The Reservationist may tell you that you can be scheduled for a 9:10 a.m. pickup.  If you agree, then your pickup time will be 9:10 a.m.

·       Since your pickup time is 9:10 a.m., the Reservationist will then tell you the van will arrive between 9:10 and 9:40 a.m. That is your "pickup window."

✓    Please be ready by the earliest time in the "pickup window." If the van has not arrived within 30 minutes of the scheduled pickup time, please call 456‑5555 voice or 454‑5045 TTY to report a late van and to find out when your van will arrive.

       Keep in mind that unexpected delays can happen because of such things as traffic jams, road construction, or bad weather.

✓    Operators will wait up to five minutes after the scheduled pickup time, or five minutes after they arrive if they arrive later than the scheduled pickup time, and then leave.

Cancellations

If you must cancel a trip, please call the Cancellation line at 456‑5555 voice or 454‑5045 TTY as soon as you know that a trip is not needed.

Cancellations should be made at least two (2) hours prior to your scheduled pickup time.

If your trip is not canceled at least two hours before the scheduled pickup time, you will be considered a "no-show."

Please cancel all trips not needed even if they do not meet the 2-hour cancellation policy.

No-Shows

When a rider schedules a trip and fails to use TheHandi-Van without proper cancellation, serious transportation and scheduling problems can result for TheHandi-Van and its riders.

TheHandi-Van depends upon the one-day advance reservation scheduling system. It is important that trips are not "wasted" to ensure that all riders can enjoy a convenient and comfortable ride.

Failing to appear for a scheduled trip without proper notification is considered a "no-show."

A "no-show" occurs when:

✓    You are not at the requested pickup address and the Operator cannot locate you; or

✓    You are at the address where you requested to be picked up, but you are not ready to board the van within five (5) minutes of the arrival of an on-time van and the van has to depart; or

✓    You have not called to cancel your trip at least two (2) hours prior to pickup to allow for rerouting of the van to another location.

NOTE:  Riders who have repeated "no-shows" may be suspended from TheHandi-Van service.  Please see Section M., "Suspension of TheHandi-Van Service" in the Rules and Regulations sent to you with your notification of paratransit eligibility.

When TheHandi-Van Arrives

✓    If a van arrives early, you may volunteer to leave early, but you are not obligated to leave until your scheduled pickup time.

✓    When the van arrives within the 30-minute pickup window, it will wait for five minutes, and then leave.

✓    If the van has not arrived during the 30-minute pickup window, it is late. Please call Late Vans (456‑5555 voice or 454‑5045 TTY) to find out when to expect the van.

✓    Be prepared to show the Operator your TheHandi-Van Photo Identification Card. The Operator may ask to see the card with your Identification Number on it to be sure s/he is transporting the correct person.

✓    An Operator's responsibility for a customer begins at the curb where the trip begins, and ends at the curb of the customer's destination. This means that Operators will assist you on and off the van only.  You must make your own arrangements for any special assistance getting to and from your pickup point. TheHandi-Van does not provide custodial care.

Travel Tips and Courtesy Suggestions

✓    Carry needed medication with you in case the trip is delayed for any length of time.

✓    If you are diabetic, please bring a small snack with you in case your trip is longer than expected.

✓    Please check for carry-on items before arriving at your drop-off location.

✓    Please refrain from using strong perfumes and colognes.

✓    Since you will often be waiting outside for the van, be sure to dress appropriately for the weather.

       Please ensure that you are properly attired and bandage or cover any open sores or wounds to prevent inadvertent accidents or exposure to other customers.

Help Us Serve You Better

Delays are caused when the Operator has to circle the area to find you. This also inconveniences other customers who are sharing the ride.

✓    Make sure that your address (house number) is clearly visible from the street, especially during hours of darkness.

✓    If you are being picked up at a large building, when you reserve the ride, tell the Reservationist which entrance you will use. Wait near the entrance so you can see the van when it arrives.

Supplemental Taxis

TheHandi-Van reserves the right to determine whether it will provide transportation services using its own Operators and vans, or by using a contracted taxi service. Eligible riders may not insist on a ride by taxi.

Companions and Personal Care Attendants

Companions

Eligible riders may travel with Companions. A Companion is someone you want to bring with you to share the trip, not someone you must bring to enable you to travel. Companions are subject to the fare ordinance and must get on and off the van at the same place and time as the eligible rider.

If you would like to bring more than one Companion with you, the additional Companion(s) will be accommodated on a space available basis only.

When you call to schedule your ride, please tell the Reservationist how many Companions you wish to accompany you. Operators cannot take Companions who are not prescheduled for a trip.

Personal Care Attendants

A Personal Care Attendant (PCA) is someone you may bring with you during your trip to assist with your personal care and/or daily life activities.

A PCA does not have to be the same person each time. You must, however, be registered with DTS as needing a PCA with you on your rides.

PCAs are not required to pay a fare when traveling with you on the van. PCAs must get on and off the van at the same place and time as you. The PCA is not allowed to be transported to any other destination.

Please inform the Reservationist each time you make a reservation that you will be accompanied by a PCA. This ensures there will be room on the van for both of you.

Note:     Operators cannot transport companions or PCAs who are not prescheduled for a trip.

Boarding with a Wheelchair and Other Mobility Devices

The ADA requires paratransit van services to transport wheelchairs or scooters that meet the definition of a "common wheelchair."  This includes wheelchairs that:

1.   Are up to 30 inches by 48 inches, when measured from a height of 2 inches above the ground.  There is no height restriction.

2.   Weigh up to 600 pounds when occupied.

TheHandi-Van lift may not work properly with a wheelchair that exceeds these dimensions and weight.

For assistance in such cases, please call Oahu Transit Services, Inc. at 456‑5555.

Operators will assist you in and out of the van, on and off the wheelchair lift, and will fasten and unfasten the securement straps (tie-downs) inside the van.

If you use a wheelchair or other mobility aid, please keep it clean and in good condition. It can be a hazard to you, to the Operator, and to other customers if, for example, the wheels or other parts are loose, or the brakes do not hold the wheels securely.

Scooters

Some three-wheeled scooters may be difficult to secure inside the van. Because of this, the Operator may ask you to transfer to the van seat for your safety. However, you are not required to transfer to the van seat.

Other Aids

The Operator will secure walkers inside the van.

Oxygen tanks are mobility aids. They should be carried on the rider's lap and/or must be in an approved carrier. The Operator will assist with securing oxygen tanks, if needed.

The Lift

Please inform the Reservationist when booking your trip that you will need the lift. Any rider who prefers to board the van using the lift may ask the Operator to assist them. If you are bringing a wheelchair with you on your trip, you must sit in the chair while using the lift to board or exit the van.

Safety Belts

All vans are equipped with seat belts. For your safety and security, fasten your seat belt and remain seated while riding on TheHandi-Van. Seat belt extensions are also available; just let the Operator know if you need one.

Undoing a seat belt and/or walking around in the van while it is in motion is not permitted.

We recommend that customers in wheelchairs also use a personal lap belt in order to help prevent falling or sliding out of the wheelchair seat during transport.

Service Animals

Some people with disabilities have specially trained Service Animals to assist them in their daily life activities. Service Animals are welcome on TheHandi-Van when accompanying their owner. You must be registered with DTS as needing a Service Animal with you on your trips.

Be sure to tell the Reservationist when you call to arrange your ride if a service animal will accompany you. This will ensure that room is reserved on the van for the service animal. There is no fare for a service animal.

Pets, Packages, and Children

Pets

Pets are not allowed unless they are in a cage or carrier that can be stored under the rider's seat or on the rider's lap without inconveniencing other riders.

Packages

TheHandi-Van is not a delivery service. Operators are not allowed to carry on customers' luggage or bags. You may carry on two small pieces of luggage or bags, light enough for you to carry and hold on your lap, or that can be placed under your seat without interfering in the movement of your fellow passengers during transport. If you are going shopping and anticipate carrying more than two bags, other arrangements should be made.

Note:   All mobility devices (wheelchair, scooter, walker, etc.) must be secured inside the van.

Remember:  Customers are responsible for their own bags, packages and other carry-on items.

Children

Children under four (4) years of age (or under 40 pounds) must travel in an approved child seat. TheHandi-Van vehicles are not equipped with child seats, so you will need to bring one with you.

You are responsible for your child Companion during your trip. The van Operator will not lift your child onto a seat for you. If you need assistance getting your child seated, please arrange for someone to help you at the pickup and drop-off sites.

Children under eight (8) years of age should not travel on TheHandi-Van unaccompanied.

Out-of-Town Visitors

Visitors who are ADA paratransit eligible or who provide documentation of a disability that prevents them from using fixed route transit service where they live may use TheHandi-Van service for up to 21 days per 365 day period, after registering with the Eligibility and Registration office. Call (808) 768‑8300.

If a visitor uses the service more than 21 days in a 365 day period, s/he will be asked to submit an application to determine his/her eligibility.

TheHandi-Van Operators

OTS Paratransit Operators are trained in defensive driving, disability awareness, and the safe operation of TheHandi-Van vehicles. Please cooperate with the Operators and follow their instructions.

Rules for Operators

✓    Operators must assist passengers when entering and leaving a vehicle.

✓    Operators are not allowed to assist passengers from the door of their point of origin or to the entry of their destination.

✓    Operators are not allowed to engage in unnecessary conversation with customers. If you have questions during your van ride, the Operator will gladly help; however, for safety reasons, distractions must be kept to a minimum.

✓    Operators are not allowed to pick up packages (such as prescriptions or groceries) for you and bring them to you.

✓    Operators are not allowed to wait while you "just go in here for a minute." They must go on to pick up or drop off other customers. If you need a short time somewhere, tell the Reservationist when you book your ride and they will do their best to schedule a van to come right back for you. An additional fare is required when you get on the next van.

✓    Operators are not allowed to take you to a drop-off location that is different from your reservation.

NOTE:  TheHandi-Van Operators and staff are not allowed to accept tips or gratuities. If a rider wishes to thank a particular person, please send a letter to: