Specialized Services
VanGO operates specialized transportation services under a variety of programs for senior citizens and persons with disabilities who are unable to use the fixed route system. Because VanGO is not a taxi service and much more expensive to operate than the public transportation routes, persons wishing to utilize VanGO specialized services must complete an application (in most cases) and demonstrate why they are unable to use the fixed route system if VanGO public transportation routes are available in their area. VanGO specialized services provide door-to-door transportation and allow a Personal Care Attendant to accompany any customer for free when approved in advance. Reservation times are provided within a one-hour window and drivers cannot wait more than five minutes for customers before proceeding to their next pick-up.
Passenger Pickup Policy for Specialized Service
Purpose
To provide a uniform method by which all VanGO Specialized Service drivers are to proceed when picking up or dropping off passengers.
Policy
VanGO’s Specialized Service program is a “door-to-door” service. Drivers are responsible for getting passengers safely on and off the vehicle and to the front door of their destination.
Exception: Facilities where the entrance door is above the ground floor. VanGO drivers are only required to get the passenger to the elevator entrance or stairwell.
Procedure
1. Drivers are required to step outside their vehicle and assist each passenger getting on or off the vehicle.This assistance will start at the passenger's groundfloor entrance and continue until the person is on the vehicle. The reverse will be in effect when picking up a passenger for transit home.
2. VanGO drivers are not allowed to enter any passengers house for pickup or drop off. However, passengers should be assisted to the entrance door.
3. VanGO drivers are only responsible for getting passengers to the entry door of a pickup or drop off location. If the passenger needs further assistance they will be required to have a Personal Care Attendant.
Note: All situations may not fit these guidelines and VanGO staff
will investigate and make individual determinations as they are needed.