CARE
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. CARE service is Fare Free.
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
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 is an optional same-day, direct, non-stop trip. Trips can be scheduled with additional flexibility using USURV.
More information about USURV: Click here to download the app
UZURV Call Center & Service Hours:
Monday – Friday from 5:30 AM to 10:00 PM
Saturday – Sunday from 7:30 AM to 7:30 PM
Like Your UZURV Driver? You can also select favorite drivers and request them again.
CALL the UZURV Care On Demand Team at (804)-499-3400. We look forward to assisting you!
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.
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.
Customer Benefits
- Direct, non-stop service
- CARE Customer must be 18-year-old to utilize CARE On-Demand
- Same-day reservation service
- Reserve up to 30 – 90 days in advance (varies by provider)
- Freedom to ride solo
- Bring guests (space permitting), a Personal Care Assistant (PCA), or a service animal
- Travel anywhere within the GRTC CARE service area (NOTE: CARE On-Demand service is not available along Route 33 in Chesterfield County.)
- Request favorite driver(s)
- ADA accommodations
Cost
- Credit/Debit cards accepted, but not CARE tickets or Cash)
- For Roundtrip, customers pay initial $7.00 per trip. For UZURV, customers pay an initial fare of $7.00 plus an additional $1.00. For trips over 6 miles, customers pay an additional $1.00 for each subsequent mile.
- GRTC will pay for up to an additional $15.00 of the cost of the ride
- Any additional cost will be the customer’s responsibility (Total cost of trip is set prior to trip so customer knows in advance)
- Trip cost is determined by trip mileage and may be subject to peak time-of-day demand
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 Coodinator
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 Coodinator
301 E Belt Blvd
Richmond, VA 23224
Book A Ride
The web and app system for reserving a CARE ride is not available at this time. To schedule a ride, please call, email, or fax using the following information:
- Phone: (804) 782-CARE (2273)
- Voicemail: Call (804) 782-CARE (2273) then, when prompted, press “3” to leave a voicemail.
Be sure to provide the customer’s 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 Note: 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. |
Call Center Hours
7:00 AM – 5:00 PM Monday – Friday
8:00 AM – 4:30 PM Saturday and Sunday.
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
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
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) 232-7433 | Phone TTY: (310) 410-0985 | Fax: (310) 410-0239
(Mon-Fri. 11:00am – 7:00pm ET)
Email: info@adaride.com
Mail: ADARide, 19300 S. Hamilton Ave, Suite #120, Gardena, CA 90248
For assistance with eligibility at GRTC or ID cards, please contact GRTC’s Eligibility Coordinator at:
Phone: (804) 358-3871 ext. 434
Mail: Eligibility Coordinator, GRTC Transit System, 301 East Belt Boulevard, 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).
No-Show & <br>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) 358-3871, ext. 434.
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.