CARE Paratransit

CARE Paratransit

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. Be sure to provideyour 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.

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)
Eligibility

Eligibility

The ADA requires an eligibility process for the ADA Paratransit service. To apply for eligibility, please see contact information for ADARide below:

Website: www.adaride.com
Phone: (877) 232-7433Phone TTY: (310) 410-0985Fax: (310) 410-0239 (Mon-Fri. 11:00am – 7:00pm ET)
Email: info@adaride.com
Mailing Address:
ADAride
950 Dovlen Place
Suite #100D
Carson, CA 90746

For assistance with eligibility at GRTC or ID cards, please contact GRTC’s Eligibility Coordinator at:

Phone: (804) 358-3871 ext. 434
Mailing Address:
GRTC Transit System
Attn: Elgilbility Coordinator
301 E Belt Blvd
Richmond, VA 23224

Riders 80 or older: Riders 80 years old or older can apply for an ADA Paratransit photo ID card. To apply, please contact GRTC’s Eligibility Coordinator at (804) 358-3871 ext. 434 or download and complete the application form (PDF).

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) 474-9317 stating the reason for that the decision was made error.

Mailing Address:
GRTC Transit System
Attn: Elgilbility Coordinator
301 E Belt Blvd
Richmond, VA 23224

Service Suspension Appeals

The following policy describes the appeal process used by GRTC for customers found in violation of the GRTC No Show Policy. Appeals of services must be received prior to the beginning of the service suspension period. Customers receiving service suspension will be provided thirty (30) day notice prior to the beginning of any service suspension. GRTC Specialized Transportation will continue to provide services throughout the appeal process for service suspensions.  

Persons may begin the appeal process by sending a letter or contacting (804) 474-9797.

Mailing Address:
GRTC Transit System
Attn: Elgilbility Coordinator
301 E Belt Blvd
Richmond, VA 23224

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.