CATA Services

CATA has a variety of resources and amenities for persons with disabilities.

Spec-Tran is CATA’s ADA Complementary Paratransit Service for people who are unable to use the fixed-route system. Spec-Tran is advance-reservation curb-to-curb service. Spec-Tran customers must be certified as eligible to use the service in accordance with the Americans with Disabilities Act (ADA).

Spec-Tran uses small lift-equipped buses and vans.

The Spec-Tran office telephone number is 517.394.2282.

Frequently Asked Questions:

• Who can use Spec-Tran?
• Where does Spec-Tran go?
• When does Spec-Tran operate?
• What does it cost to ride Spec-Tran?
• How can fares be paid?
• What if customers don’t have the exact fare?
• How are Spec-Tran Rides Reserved?
• How much time should customers allow for trips?
• Can customers choose the type of vehicle they ride in?
• Are there limitations on the types and sizes of wheelchairs or mobility devices?
• How are rides cancelled?
• What is a No-show?
• Are there penalties for No-shows?
• How much assistance does the driver provide?
• What type of items may customers bring on the vehicle?
• Can customers bring someone to help them?
• Can customers bring others who are not personal assistants?
• Are service animals allowed?
• What happens if customers are not ready when the driver arrives?
• What should customers do if the driver is late?
• What should customers do if they are not finished with their appointment when the driver arrives?
• What if a customer’s appointment ends early?
• Can customers change a ride while en route?
• How do customers express service concerns or complaints?

Persons who are certified under ADA are eligible to receive CATA Spec-Tran service. To become certified, individuals should contact the third party Center for Independent Living (CACIL) at 517-999-2760. They will provide and review the ADA application to determine eligibility.

Visitors who have already been certified for ADA Complementary Paratransit Service may use Spec-Tran for 21 days without submitting an application for Spec-Tran eligibility. Visitors may call 517.394.2282 for additional information.

Spec-Tran service is available in the cities of Lansing and East Lansing as well as Delhi, Lansing, and Meridian Townships. Spec-Tran also extends up to ¾ of a mile beyond any of CATA’s fixed-routes.

Spec-Tran operates during the same hours as CATA’s fixed-route service. For specific hours, please call us at 517.394.2282.

CATA services including Spec-Tran do not operate on the following holidays

• New Year’s Day
• Easter
• Memorial Day
• Independence Day
• Labor Day
• Thanksgiving
• Christmas

The Spec-Tran is open on holidays to take ride reservations between 8:00AM and 5:00PM.

As of April 7, 2008, the Spec-Tran fare is $2.50 for each one-way ride. Per ADA regulations, the Spec-Tran fare cannot be more than twice the amount of the full-fare on fixed-route service. Fares are subject to change whenever the fares for fixed-routes change.

Fares may be paid in cash, by Spec-Tran prepaid punch cards,or with blue Spec-Tran tokens. Punch cards and tokens are available for purchase at CATA offices and various locations throughout the community. Punch cards can also be purchased online. Regular CATA tokens and checks may not be used on Spec-Tran trips.

For information about how to purchase punch cards and tokens by mail, please call us at 517.394.1000 between 7 AM and 7 PM Monday – Friday or between 9 AM and 5 PM on weekends.

Drivers are not allowed to make change. If a customer does not have the exact cash fare and pays with a higher amount, no change will be given.

Customers must pay the exact fare upon boarding the vehicle.

Drivers do not have time to stop along the way for customers to get change.

Fares cannot be paid at a later time.

Spec-Tran is an advanced reservation service. Rides may be scheduled by calling 517.394.2282 between 8:00 AM and 5:00 PM seven days a week to schedule rides up to 14 days in advance. We are not able to schedule rides before or after our office hours.Spec-Tran service is not available on a same-day basis.

The Spec-Tran office receives hundreds of telephone calls each day and schedules thousands of rides. Customers can help us process telephone calls and ride requests efficiently and accurately by having the following information ready when their calls are answered.

• Customer name
  
• The dates and times of the rides
• The names of the locations and addresses of where the customer will be picked up and dropped off
• The telephone numbers of the pick up and drop off locations
• If the customer will be traveling with an assistant or guest
• If the customer or the personal assistant or guest will be taking any mobility aids such as wheelchairs, canes, or walkers.  

Customers should be ready to make notes about the dates and times they call us, whom they spoke to, and the information about their pick up times.

The Spec-Tran scheduler gives customers a tentative time to be ready to be picked up. Ride schedules are finalized the evening before the trip. If the actual pick up time changes, an automated phone message will be sent to the customer the evening before notifying them of the time change.

Spec-Tran must provide rides for everyone who requests a ride at least one day before the ride. In order to meet that demand, we must be able to change pick up times. ADA regulations state that ride times can be changed up to one hour before or after the requested time. Customers are not asked to depart early from work or medical appointments, but could arrive at their destination earlier than planned and may be picked up from work or appointments later than planned.

The nature of the Spec-Tran service allows for multiple pick-ups therefore ride times take longer than traveling by private automobiles.

Spec-Tran uses small lift-equipped buses and low floor vans. Rides for customers who need to use the lift are scheduled on buses. Other rides are scheduled on buses or vans that will be in the customer’s area at the time of the ride.

CATA vehicles can accommodate all “common wheelchairs”. ADA regulations define a “common” wheelchair as being a three or four wheeled device that is usable indoors that is no larger than 30 inches wide by 48 inches long when measured two inches from the ground and weighing no more than 600 pounds when occupied.

To cancel a ride, call 517.394.2282 as soon as possible sothat drivers’ schedules can be adjusted. You can leave a message on the cancellation line which is available 24hours a day, 365 days a year. Cancellations must be made at least 90 minutes before the scheduled pick up time. Rides canceled less than 90 minutes in advance are considered No-shows.

A No-show is defined as:

• Failure to be ready by the scheduled pick up time
• Cancelling a ride less than 90 minutes before the pick up time.

Examples of how a No-show can occur are:

• The scheduled pick up time is 10:00 AM The customer calls the Spec-Tran office at 8:45 AM to cancel the ride which is less than 90 minutes before the scheduled pick up time. This would be a No-show.
• The scheduled pick up time is 5:00 PM The driver arrives at 4:55 PM If the customer does not show up by 5:00 PM, the driver may be instructed to leave, and the ride will be counted as a No-show.
• The scheduled pick up time is 11:30 AM The driver arrives at 11:25 AM and the customer tells the driver to leave because the ride is not needed. This would be No-show.

No-shows that are beyond the customer’s control may be excused. The Paratransit Manager may request proof of the reason for the No-show before excusing it.

Under the ADA regulations, penalties may be applied when a pattern of No-shows is established. A fine is imposed for the third and each subsequent unexcused No-show in a 30-day period. Rides may eventually be denied for continued No-shows. Spec-Tran customers are notified by letter of each No-show and of the appeal process. The Spec-Tran No-show policy complies with ADA regulations.

Spec-Tran picks customers up and lets them off at the curb anywhere in our service area. Drivers will assist customers on and off the vehicle, but cannot always leave the vehicles to look for customers or escort them to and from the door.

• Drivers are not required to load and unload shopping bags and other personal items.
• Drivers are not allowed to enter private residences.

Customers may bring mobility devices such as canes, walkers, wheelchairs, etc. As a courtesy to others in the vehicle, customers are asked to limit other items to the size of four paper or eight plastic shopping bags.

Customers may bring a personal care assistant with them at no charge.

Spec-Tran customers may bring one guest. The guest must pay the same fare as the customer.

Personal assistants and guests must ride from the beginning of the trip to the end of the trip.They cannot be picked up or dropped off along the way.

It is important to let the Spec-Tran office know if personal assistants, guests or children will be accompanying the customer so that we can allow sufficient seating space in the vehicle.

ADA regulations define a service animal as any animal individually trained to provide assistance to an individual with a disability. Service animals are welcome on all CATA vehicles.

• Service animals must be clean and well groomed.
• Service animals must be leashed and under the owner’s control.
• Customers should not ask the driver to take the animal’s leash or harness or to assist in the care of the animal.
• The customer is responsible for knowing the best way for the animal to board the vehicle.
• Service animals are expected to sit on the floor of the vehicle.
• Animals that display disruptive or threatening behavior will not be allowed on any CATA service or property.

Customers should be ready at least five minutes before the scheduled pick up time. If the driver arrives at least five-minutes early, he or she may leave at the scheduled pick up time.

Because drivers are faced with numerous unpredictable conditions that cause delays, we do not consider a driver to be late until ten minutes after the pick up time. If the ride is more than ten minutes late, please call the Spec-Tran office.

CATA understands that our customers are sometimes delayed for reasons they can’t control. We encourage customers to:

• When making ride reservations allow extra time at appointments
• let the receptionist or nurse know that what their Spec-Tran pick up time will be
• ask someone to call the Spec-Tran office as soon as it appears the delay will occur.
  

The Spec-Tran staff will do their best to schedule a later pick up. However, there could be a long delay.

Customers who are finished with an appointment more than 30 minutes early should call the Spec-Tran office. If possible, an earlier pick up will be arranged.

Customers may call the Spec-Tran office up to 30 minutes before the scheduled trip to ask for a destination change if the new location is a shorter distance and along the planned route of the original trip. If a destination is changed, customers are responsible for canceling later rides and making other arrangements for their return rides. Drivers cannot be responsible for canceling or changing customer rides.

Customers are encouraged to contact the Spec-Tran office to discuss any concerns or complaints regarding service. The Spec-Tran staff is responsible for resolving problems with service in a prompt and effective manner.

CATA is advised on issues important to persons with disabilities by a Local Advisory Council. Meetings are held bi-monthly. The public is welcome to attend. For meeting times and dates, please call our main office at 517.394.1100.