ADA Paratransit Services

What is Metro McAllen Paratransit Service?

Metro McAllen Paratransit (MMP) Service is an origin to destination public transportation service for people with disabilities who are unable to the Metro McAllen fixed routes. Paratransit is a shared-ride service operated with accessible vehicles.

 

What is the Metro McAllen Paratransit Service Area?

We provide service within McAllen city limits to origins and destinations within corridors with a width of three-fourth of a mile radius at the end of each fixed route. Origins and destinations in small areas within the core service area that are not inside any of the corridors, but which are surrounded by corridors, shall also be serviced.

 

Who qualifies for Paratransit?

Metro McAllen Paratransit (MMP) is designed to serve only those persons whose disability prevents them the use of public transportation. Under ADA provisions, disability or age does not automatically qualify a person to use paratransit services. Neither inconvenience nor reluctance to use the fixed route system is a consideration in determining paratransit eligibility. Eligibility is not based on a medical diagnosis of disability. Eligibility is based solely on the inability of the individual to use the available fixed route system. A person must be functionally unable to use the Metro McAllen fixed route transportation.

 

How to apply?

Request an application from the MMP office. The applications are available in person, by mail, or by downloading application please see bottom of page. Fill out the application thoroughly. An incomplete application will delay the application processing and review.

Submit the completed application (with Professional Certification form included) by either mail or drop off at:

Metro McAllen Paratransit

1501 West Hwy 83, Suite 110

McAllen, TX 78501

 

 

How do I schedule a trip?

To request a trip, call the Metro McAllen Paratransit (MMP) office (956) 681-3535 Monday-Saturday 6:00 am - 6:00 pm, Sunday 8:00 am - 6:00 pm. (Except Holidays: Memorial Day, July 4th, Labor Day, Thanksgiving Day, Christmas Eve, Christmas Day, and New Year’s Day)

When requesting a trip, provide the following information:

  • Metro McAllen Paratransit (MMP) ID card number
  • Travel date(s) and time(s)
  • Complete origin and destination addresses
  • Gate or security code and any other special instructions
  • If you will be traveling with a mobility device
  • If you will be traveling with a service animal
  • If a personal care attendant (PCA) will be accompanying you
  • Whether you will be traveling with a companion(s) other than a PCA (including children). Please advice Metro McAllen staff if your companion(s) will be traveling with a mobility device or service animal.
  • If additional assistance will be needed between the door of the starting point or destination and the paratransit vehicle.

Can I book a trip for the same day?

Trips requested on the same day that transportation is needed (“same day scheduling”) will be allowed provided that the addition of your trip does not interfere with or in any way hinder or cause delays for passengers already scheduled for that day.

 

How do I confirm my trip?

If possible, trips will be confirmed at the time you schedule your trip. At times, due to excessive incoming calls, immediate confirmation may not be possible. At such time office staff will take your trip request information along with your contact number and submit your request to our scheduler. It will not be a confirmation of your trip request. The scheduler will then contact you to confirm your trip reservation or to negotiate best available times.

 

Where do I wait for my ride?

Passengers should be waiting at the sidewalk, or at another safe waiting area in front of, or as close as possible to, the entrance of the pick-up location, unless additional assistance has been requested. Operators will wait for the passenger at the curb of a public street, in front of, or as close as possible to, the designated pick-up location. The operator cannot enter the passenger’s residence or pick up location to assist riders. Alley pick-ups and drop-offs are not allowed.

 

When do I need to be ready?

Paratransit vehicles will usually arrive within one or two minutes of the scheduled times, sometimes the vehicle may arrive early or late due to light or heavy traffic, adverse weather or unforeseen circumstances. Please be ready to board the vehicle immediately upon arrival, or your vehicle will leave after 5 minutes. If passenger is not present or is not ready to board the vehicle after five (5) minutes, the operator will leave and the trip will be recorded as a “No-Show.”

 

What happened when my vehicle arrives?

Paratransit operators will wait 5 minutes for passenger to board the vehicle. When your vehicle arrives, you are required to present your MMP ID to the driver together with the exact fare. Please note: The operator cannot take you to your requested destination without the required fare.

 

What if my vehicle is late?

If the vehicle has not arrived by the end of your 20-minute ready-time window, passengers may call the MMP office to get an estimated time of arrival. Please do not call until after the twenty minutes have passed.

 

What are the procedures for using wheelchairs or other mobility devices?

MMP services will make every attempt to wheelchairs, scooters and other mobility devices.

Securement on Boarding

MMP vehicles are equipped with four point tie-down restraint systems to accommodate wheelchairs. All wheelchair used are required to use available security restraints. It is required that wheelchairs be restrained and remain in the designated securement areas at all times while on the vehicle. If we cannot safely secure or restrain the mobility device to our satisfaction we will recommend that the passenger be transferred to a seat whenever possible. It is the rider’s choice to transfer or remain in the mobility device.

 

Who can accompany eligible passengers?

Personal Care Attendant

A personal care attendant can accompany a registered MMP passenger at no additional charge. MMP requires that the applicant indicates whether travel will be with a Personal Care Attendants (PCA) during the initial eligibility certification process. Each time you schedule a trip, advice MMP staff if a PCA will be accompanying you.

Companions

Companions wishing to accompany the paratransit passenger will be provided service, only if space is available on the paratransit vehicle. The fare will be the same fare as the paratransit eligible individual, please advice MMP staff if you will be traveling with a Companion and if they will travel with a mobility device or service animal.

Service Animals

Guard dogs and other service animals are permitted on all MMP vehicles and are allowed to accompany you. The need for a service animal must be indicated on your eligibility application. Please inform MMP staff is a service animal will be accompanying you on the trip.

 

How many packages can I bring on the vehicle?

Carry-on packages are limited to the number that a passenger can carry on and off the vehicle without assistance from the driver. Packages must not interfere in the movement of fellow passengers during transport.

 

Are visitors able to use paratransit services?

Individuals who do not reside in McAllen but meet criteria for paratransit eligibility may use MMP as visitors for up to twenty-one (21) calendar days per year. To obtain a temporary identification number to make reservations, visitors should contact MMP at least three days in advance of the date they need to use MMP.

What is a subscription service?

Subscription services may available for recurring trips taken at least three days a week from the same place, to the same location, at the same time, on the same day (s) of the week. Once scheduled, subscription trips are automatic; additional telephone calls are not necessary. Waiting lists or other capacity constraints, and trip purposes restrictions or priorities for participation do apply to subscription services. Subscription services will be restricted to the following trip purposes:

  • Medical Treatment
  • School
  • Work

Subscription service is subject to availability. Most request for subscription services cannot be accommodated immediately.

If you would like to be considered for subscription service call MMP office.

 

How do I cancel my trips?

If cancelling a reservation, please be considerate of other who would like to use that time and call at least the day prior to your scheduled trip. If absolutely necessary, call to cancel at least two hour before your scheduled trip. Cancellations made less than two hour in advance will be recorded as a “No-Show.”Failure to cancel with enough advance notice so that rides can be reassigned impacts the system and can lead to suspension of service.

 

What are No-Shows?

A “No-Show is defined as:

  • A trip cancellation received within two hours of your scheduled trip.
  • Failure to board the vehicle within the 5-minute wait time during the 20-minute ready time window.
  • Cancelling with the driver after the vehicle has arrived.
  • Calling the MMP office to cancel after the vehicle has arrived

What are the penalties for No-Shows?

Once a passenger begins to develop a pattern of recurring or frequent “No-Shows”, MMP staff will discuss the situation with the passenger and ask for improvement. If the practice continues after the warning, suspension of service may result.

  • Three “No-Shows” during any calendar month will result in a verbal warning and a request for improvement. The period begins on the first day of the month and ends on the last day of the month.
  • If three more “No-Shows” occur during the next calendar month, a warning letter will be sent to the passenger. The period begins on the first day of the month and ends on the last day of the month.
  • If three more “No-Shows” are incurred during the next calendar month, the passenger will be notified by letter that paratransit service will be suspended for a period of 7 days.

Suspension service will begin 15 days after the date the notice of suspension was sent to the passenger. Any person who is suspended from ADA paratransit services has the right to appeal in writing within one day prior to when the suspension period is to begin.

 

Does my certification expire?

Eligibility for paratransit services must be renewed every 2 years. Recertification for services will be required of each paratransit participant at least 21 days prior to expiration of current eligibility period. It is the participant’s responsibility to reapply for service before eligibility expires. If you do not reapply before your eligibility expires, your name will be placed on our inactive list and paratransit service will cease until your renewal application is received and processed, and recertification is complete.

Recertifying paratransit participants are assessed to identify any change in limitations, or improvement in ability to use fixed route transportation.

 

How do I get recertified?

  • Call the MMP office for a recertification application and Professional Certification form.
  • Return completed paperwork to MMP office before current certification expires.
  • You may be contacted for more information or to set up an interview with MMP staff.
  • During the recertification process and review, MMP will assess any changes in your abilities in using the fixed route system.
  • After the assessment, MMP will notify you by mail either of recertification and a conditional, unconditional or temporary eligibility status; or denial of paratransit service.

If you are denied eligibility to continue paratransit service or are dissatisfied with your eligibility status, you may appeal within 60 days of receiving written notification of the determination.

 

What does it mean when my service is “conditional”?

Eligibility may be approved on a “conditional” basis, which means service will be provided only for those trips in which ADA paratransit eligibility standards have been met. If you have a conditional eligibility status, you are able to use the fixed route system for some of your trips, but due to your disability, are not able to use the fixed route system for other trips.

 

What hours are of operation?

Paratransit Services Operation Hours

Paratransit Services operates on a daily schedule that is comparable to out Metro McAllen bus service.

Paratransit Scheduling Hours

Monday-Saturday 6:00 am - 6:00 pm and Sunday 8:00 am - 6:00 pm.

 

MMP does not provide paratransit service on the following holidays:

Memorial Day, July 4th, Labor Day, Thanksgiving Day, Christmas Eve, Christmas Day, and New Year’s Day

 

What are the paratransit fares?

 

  • Cash: $0.50
  • Companion: $0.50
  • Personal Care Attendants: No Charge

Rules of conduct for passengers

These rules of conduct are significant in nature and must be followed to provide a safe secure ride for ALL passengers. Violations of these rules are subject to penalty, and/or immediate suspension.

 

  • Absolutely no physical abuse of another rider or the operator. Violation will result in immediate suspension of service and/or prosecution.
  • Deliberate fare evasion will not be tolerated. Passenger will face immediate suspension of services and/or prosecution.
  • Absolutely no riding under the influence of alcohol or illegal drugs. Violation will result in immediate refusal of service.
  • No abusive or threatening language or actions.
  • Profanity will not be tolerated.
  • Refusing proper securement of a wheelchair is not allowed.
  • Disruptive behavior, such as refusing to exit a vehicle, will not be tolerated.
  • Inappropriate behavior toward or derogatory comments about other passengers or the driver are unacceptable.
  • Engaging in any behavior having a racist or sexual connotation with the driver or other passengers is unacceptable.
  • No smoking while on board.
  • No littering in or from the paratransit vehicle.
  • No discharge of bodily fluids or open wounds.
  • No tampering with any vehicle equipment while on board.
  • No firearms, explosive devices, knives, or other dangerous weapons will be allowed.

 

How do I appeal a suspension?

Any person who is suspended from ADA paratransit services will be allowed to appeal in writing within one day prior to the suspension period is to begin. A request for an appeal should be made to:

 

MMP Suspension Appeal

1501 West Hwy 83, Suite 110

McAllen, TX 78501

 

  • The time limit for appeals will be based on the date of receipt of the letter stating the reasons for the pending suspension of services.
  • The individual should request an appeal by stating that the disciplinary action was in error. Immediately upon receipt of such an appeal, MMP management will set a date for the hearing of the appeal.
  • The date for the hearing of the appeal will be no later than twenty-one (21) days after the date of the letter requesting the appeal.
  • MMP will offer the individual who is to be disciplined the opportunity to present his/her case and receive and enter into the record every relevant piece of evidence and/or testimony from any person who can support him/her.
  • Appeals will be heard by MMP staff.
  • In all cases, determinations will be made in writing and full documentation will be retained.
  • MMP will make a final determination on the appeal within thirty (30) days of the appeals hearing.
  • Individuals who are pending suspension of services, except for those who engaged in physical abuse or caused physical injury to another passenger or the driver, will continue to receive paratransit services until the final determination regarding the suspension is made.
  • If an individual does not appeal within the allotted time, MMP may make a default finding and impose the proposed sanctions. Suspension of service will begin 15 days after the date the notice of suspension was sent to the passenger.

 

How do I appeal a denial of service?

Any person who is determined to be ineligible for ADA paratransit services will be allowed to appeal within 60 days, to:

 

 

MMP Eligibility Appeal

1501 West Hwy 83, Suite 110

McAllen, TX 78501

 

  • The time limit for appeals will be based on the date of receipt of the letter stating the reasons for a finding of ineligibility.
  • The individual should request an appeal by stating that the decision not to certify/recertify was in error. Immediately upon receipt of such an appeal, MMP management will set a date for the hearing of the appeal.
  • The date for the hearing of the appeal will be no later than twenty-one (21) days after the date of the letter requesting the appeal.
  • MMP will offer the individual who was denied eligibility the opportunity to present his/her case and receive and enter into the record every relevant piece of evidence and/or testimony from any person who can support him/her.
  • Appeals will be heard by the Appeals Committee of MMP, composed of the Transit Director, Transit Manager, and Transit Operations Supervisor. The persons who handle the appeal will be different than the persons who made the initial determination of eligibility/ineligibility.
  • In all cases, determinations will be made in writing and full documentation will be retained.
  • MMP will make a final determination on the appeal within thirty (30) days of the appeals hearing.
  • If after 30 days there has been no decision on the appeal, the individual shall receive eligibility and may use paratransit services until the resolution of the appeal.

 

 

CONTACT INFORMATION

Metro McAllen Paratransit

McAllen Central Station

1501 West Highway 83, Suite 110

McAllen, Texas 78501

(956) 681-3535


FileTypeSizeUploaded onDownload
Paratransit Application - EnglishPDF61.42 KB18 Dec, 2013 Download
Paratransit Application - SpanishPDF209.54 KB18 Dec, 2013 Download
Paratransit Policy - EnglishPDF165.11 KB18 Dec, 2013 Download
Paratransit Policy - SpanishPDF217.43 KB18 Dec, 2013 Download

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