CARE (Community Assisted Ride Enterprise) provides ADA “origin-to-destination” service. CARE operates within GRTC’s fixed route coverage area, extending up to ¾ mile from our fixed route bus lines.
Hours
Richmond residents:
5:00 am to 1:00 am*
6:00 am to 8:00 pm if traveling to/from Henrico County
Chesterfield residents:
Monday – Friday: 5:00 am to 7:30 pm*
Saturday: 8:00 am to 7:00 pm*
Sunday: no service
Henrico residents:
6:00 am to 11:00 pm
*Hours may vary depending on fixed route bus service at the desired time of travel. Additionally, one fixed route does operate until 1:00 am on weekdays.
- Eligibility
- Book a Ride With CARE
- CARE Service Area
- CARE Plus
- CARE On Demand
- Holiday Schedules
- No-Show &
Cancellation Policy
Eligibility
Eligibility
ADA Paratransit is available for people whose disability prevents them from independently using fixed-route bus service (some or all of the time). Eligibility is based on functional ability, not on a specific medical diagnosis, age, or type of disability.
All eligible riders are issued an ADA Paratransit photo ID card. This card must be shown to the driver each time you board a CARE vehicle.
How to Apply
All riders must complete an eligibility process to use ADA Paratransit service.
You can apply through ADAride:
ADAride
950 Dovlen Place
Suite #100D
Carson, CA 90746
GRTC Assistance
If you need help with the eligibility process or ADA Paratransit ID cards, contact GRTC’s Eligibility Coordinator:
(804) 358-3871 ext. 434
GRTC Transit System
Attn: Eligibility Coordinator
301 E Belt Blvd
Richmond, VA 23224
Riders Age 80 and Older
Riders who are 80 years old or older are automatically eligible to receive an ADA Paratransit photo ID card.
To apply:
- Contact GRTC’s Eligibility Coordinator at (804) 358-3871 ext. 434, or
- Download and complete the download and complete the 80+ application form (PDF).
Reminder: All CARE riders must carry and present their ADA Paratransit photo ID card to the driver to board.
Eligibility Denial Appeals
If you disagree with this eligibility determination you have the right to appeal this decision within sixty 60 days from the date on the letter. You have the right to present additional information regarding your functional ability and any documentations that will advocate your supporting claim. To request an appeal please write a brief letter or contact (804) 916-5227 stating the reason for that the decision was made error.
GRTC Transit System
Attn: Eligibility Coordinator
301 E Belt Blvd
Richmond, VA 23224
Paratransit Visitors Policy
Visitors are defined as individuals who reside outside an agency’s jurisdiction. In cases where multiple transit agencies have developed a coordinated regional paratransit service, visitors are defined as those residing outside of the regional jurisdiction.
Visitors With Eligibility from Another Transit Agency
Visitors that have paratransit services in their county/state will need to provide documentation that they are ADA paratransit eligible which can come directly from the individual or the customer’s paratransit service. Once the information is received, the customer is added into the system and will be provided information about the Specialized Transportation.
Visitors Without Eligibility from Another Transit Agency
With respect to visitors with disabilities who do not have documentation from their place of origin, the visitor may be asked to present documentation from a medical provider if the disability is not apparent (e.g. cognitive disability, cardiac condition, etc.).
If a visitor cannot provide information by email or fax, they will be given a free complementary ride with Specialized Transportation for assessment. After which, the visitor shall be added into the system for services.
Visitors Eligibility
Specialized Transportation will provide service to a visitor for 21 days during any 365-day period beginning with the visitor’s first use of the service during such 365-day period. Once the 21 days are exhausted visitors are required to apply for eligibility certification.
Contact Eligibility Coordinator at 804-474-9317
Book a Ride With CARE
Book a Ride With CARE
CARE reservation can be made online or with GRTC on the Go app available from the App Store or Google Play. User Guide can be viewed at the end of the CARE Ride Guide. If you have any questions or concerns, contact Eligibility Coordinator at (804) 474-9317 or Travel Trainer at (804) 474-9320.
You can also call, email, or fax to schedule a ride:
Phone: (804) 782-CARE (2273)
Available 7:00 AM – 5:00 PM Monday – Friday & 8:00 AM – 4:30 PM Saturday and Sunday.
Voicemail: Call (804) 782-CARE (2273) then, when prompted, press “3” to leave a voicemail. Provide your first & last name and a callback phone number along with the reservation request. A CARE representative will call back to confirm.
Email: webcarecvan@ridegrtc.com
A CARE representative will confirm via email once the reservation is processed.
Fax: (804) 474-9993
A CARE representative will confirm via return fax or phone call once the reservation is processed.
When using the voicemail, email, or fax options, a CARE representative will confirm reservation requests on the same day if the reservation is for next day service. If the reservation is for 2 or more days in advance, confirmation will be sent within 24 hours.
Please provide the following information when making a reservation:
First and last name
Date of travel
Pick-up address
Destination address
The time you wish to arrive at your destination or appointment time
Your desired return time and destination
If you will be traveling with a guest, Personal Care Assistant (PCA), or service animal
CARE Service Area
CARE Service Area
CARE Plus
CARE Plus
CARE Plus service is not required by the Americans with Disabilities Act (ADA).
A trip will be designated as a CARE Plus trip if the origin or destination location is more than 3/4 of a mile from GRTC’s fixed route bus line, or if travel is desired to a destination in Henrico County on a day or time when GRTC’s fixed route buses are not running in Henrico County.
Hours
Richmond residents:
5:00 am to 1:00 am
6:00 am to 8:00 pm in Henrico County
Chesterfield residents:
Monday – Friday: 5:00 am to 7:30 pm
Saturday 8:00 am to 7:00 pm
Sunday: no service
Henrico residents:
6:00 am to 11:00 pm
CARE On Demand
CARE On Demand
CARE On Demand is an optional same-day, direct, non-stop trip. Trips can be scheduled with additional flexibility using UZURV.
Make a Reservation
Call the UZURV Care On Demand Team at (804)-499-3400 or use the UZURV app to make a reservation. We look forward to assisting you!
Call Center Hours: Monday through Friday from 5:30 AM to 10:00 PM and Saturday and Sunday from 7:30 AM to 7:30 PM
Customer Benefits
- Direct, non-stop service
- Can schedule 30 days in advance, 1 hour notice required
- Freedom to ride solo or bring guests (space permitting), a Personal Care Assistant (PCA), or a service animal
- Travel anywhere within the GRTC CARE service area
- Like Your UZURV Driver? You can also select favorite drivers and request them again
- ADA accommodations
Cost
- $7 base fare, up to 6 miles
- $1.15 per mile after 6 miles
- Distance is calculated using an API integration with Google Maps and estimated miles may vary depending on traffic/time of day
- The rider will never be charged more than the estimate but may be charged less if the trip miles end up being less than estimated
- UZURV does not charge surge pricing or alter prices according to demand
Feedback
GRTC wants to hear from you about your experience with CARE On-Demand as we continue to improve service for CARE customers. Connect with us by emailing us at webcustomerservice@ridegrtc.com or by calling Eligibility Coordinator at (804) 474-9317.
CARE ID Assistance
If you need assistance with your CARE ID # or require a new CARE ID, please contact GRTC’s Eligibility Coordinator at (804) 358-3871 ext. 434, or by mail at Eligibility Coordinator, GRTC Transit System, 301 East Belt Boulevard, Richmond, VA 23224.
GRTC wants to hear from you about your experience with CARE On-Demand as we continue to improve service for CARE customers. Connect with us by emailing us at webcustomerservice@ridegrtc.com or by calling Eligibility Coordinator at (804) 474-9317.
Holiday Schedules
Holiday Schedules
On the following holidays, there is a service change. For the regular, fixed route GRTC service, GRTC will operate a holiday schedule and CARE will run a reduced schedule. For the CARE service this means ALL standing reservations are canceled, and customers will have to book their trips for that day. To book that trip you will need to call the reservation line at 804-782-2273 within seven (7) days prior to traveling, and follow the prompts. You can also fax or email your requests. There are seven (7) days that are considered holidays, for service, and they are:
- New Year’s Day – (CARE Customer Service also CLOSED this holiday)
- Martin Luther King, Jr. Holiday (Monday)
- Memorial Day (Monday)
- 4th of July
- Labor Day (Monday)
- Thanksgiving (Thursday)
- Christmas – (CARE Customer Service also CLOSED this holiday)
No-Show & <br>Cancellation Policy
No-Show & Cancellation Policy
No-shows are recorded each time a customer makes a late cancellation, forgets to cancel, declines their on-time trip at the door, or is not available for pick-up for their scheduled trip. Cancellations made less than 2 hours before scheduled window time are considered a no-show.
Excessive no-shows and/or late cancellations can result in a suspension of service. A customer that exceeds 15% of scheduled trips in a calendar month is subject to a service suspension. The following service suspension periods shall apply to violations of this Policy that occur within the same rolling 12-month period. Service suspensions will reset after 1 year.
- 1st Violation – Letter of Warning
- 2nd Violation – 7 Day Suspension of Service
- 3rd Violation – 14 Day Suspension of Service
- All subsequent violations will result in an additional 14 day suspension of service
No-Shows/Late Cancellation Notifications
GRTC will notify the customer after each no-show/late cancellation occurrence via IVR (Integrated Voice Response) automated voice message that includes information on next steps.
No-Shows/Late Cancellations Beyond a Customer’s Control
Customers are not responsible for no-shows/late cancellations if the vehicle arrived at the pick-up location late, or for a sudden personal or family emergency, sudden illness or extreme weather conditions. It is the customer’s responsibility to notify GRTC of no-shows/late cancellations beyond their control by calling (804) 474-9797.
Notice of Suspension
If a customer exceeds the no-show threshold, they will receive a written letter of suspension detailing each late cancellation and/or no-show, the dates the service suspension begins and ends, and guidance on how to dispute or appeal. Customers will be provided thirty (30) days notice prior to the beginning of any service suspension. Specialized Transportation will continue to provide service throughout the appeal process for service suspensions.