GRTC Transit System’s CARE and CARE Plus services provide origin-to-destination service under the guidelines of the Americans with Disabilities Act (ADA) for the citizens of the Richmond Region. CARE stands for "Community Assisted Ride Enterprise." CARE and CARE Plus provide public transportation access to individuals with disabilities who may not be reasonably able to use GRTC fixed route bus service.
According to the ADA, "origin-to-destination" service means providing service from a passenger's origin to the passenger's destination. GRTC primarily provides curb-to-curb mode of service. However, GRTC also provides assistance to those passengers who need assistance beyond the curb in order to use the service unless such assistance would result in a fundamental alteration or direct threat.
Are you a paratransit visitor to the Richmond area? Visitors can use GRTC's CARE services for up to 21 days within a 365 day period. Please contact our Eligibility Coordinator to receive visitor/guest privileges: (804) 358-3871 ext. 434.
There are 88 cutaway vans and 8 sedans in the fleet.
GRTC contracts with National Express Transit to operate paratransit services using GRTC vans (look for the silver van with a GRTC logo). Additionally, UZURV is a subcontractor of National Express Transit also providing paratransit services.
DELAYED UNTIL FURTHER NOTICE: ADA CARE ID and tap validators
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 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).
All CARE trips are identified as either CARE or CARE Plus service. CARE and CARE Plus services are available in the City of Richmond, Henrico County, and portions of Chesterfield County.
| Service Type | Operating Hours (7 days a week) |
| CARE: | 5:00 am - 1:00 am* (City of Richmond residents) 6:00 am - 8:00 pm (City of Richmond residents) if traveling in Henrico County |
| 6:00 am - 11:00 pm* (Henrico County residents) | |
| *(Hours may vary depending on fixed route bus service at the desired time of travel. Additionally, one fixed route does operate until 4:00 am on weekdays.) | |
|
CARE trips are required by the Americans with Disabilities Act (ADA). This service operates within GRTC’s fixed route coverage area and including 3/4 of a mile beyond GRTC’s fixed route bus lines. |
|
| CARE Plus: |
6:00 am - 8:00 pm (City of Richmond residents)
|
|
6:00 am - 11:00 pm (Henrico County residents)
|
|
|
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. |
|
| Service Type | Operating Hours |
| CARE and CARE Plus: |
Monday - Friday; 5:00 am - 7:30 pm (Chesterfield County residents) Saturday 8:00 am - 7:00 pm (Chesterfield County residents) |
GRTC CARE IS ZERO FARE - THERE IS NO NEED TO PAY TO RIDE UNTIL FURTHER NOTICE. GRTC is studying Zero Fare operating conditions until June 30, 2025.
| Service Type | Cost per one-way trip |
| CARE: | $0 currently (pre-pandemic was $3.00) (City of Richmond, Henrico County, & Chesterfield County residents) |
| CARE Plus: | $0 currently (pre-pandemic was $6.00) (City of Richmond and Chesterfield County residents) (Depending on the location and time, some Henrico County trips are $6). |
| $0 currently (pre-pandemic was $3.00) (Henrico County residents) |
NOTE: CARE On-Demand service is not available along Route 3B in Chesterfield County.
The CARE ID card enables a passenger to ride most GRTC local routes for free. The rider must present a valid CARE ID card when boarding the bus. The entire fleet of GRTC vehicles is equipped with wheelchair lifts, and each operator is properly trained and prepared to provide immediate assistance to individuals with disabilities and seniors who require it. For more information about where or when to catch a bus, please call our GRTC Customer Service Center at (804) 358 -GRTC (4782).
Learn how to ride GRTC fixed route for FREE through our Travel Training Program! CLICK HERE to learn more.
Effective October 1, 2014: Acceptable Medicare Cards
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 of Operation:
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:
Effective July 1, 2014: The revised No-Show / Late Cancellation Policy will go into effect for all CARE customers. Click here to view the policy or you may contact the CARE Customer Service Center at (804) 782-CARE (2273) to request a copy by mail.
To request a replacement CARE card, please download and complete the Replacement Card Request Form below.
Effective December 1, 2014: Replacement CARE Cards
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:
1. New Year’s Day - (CARE Customer Service also CLOSED this holiday)
2. Martin Luther King, Jr. Holiday (Monday)
3. Memorial Day (Monday)
4. 4th of July
5. Labor Day (Monday)
6. Thanksgiving (Thursday)
7. Christmas - (CARE Customer Service also CLOSED this holiday)
CARE personnel are available to assist customers with providing information about the service and resolving problems. Questions, suggestions, and complaints should be registered by phone or in a letter to CARE. Phone inquiries can be made by calling (804) 782-CARE (2273). Letters may be sent to:
Specialized Transportation
ATTN: Customer Service
301 East Belt Blvd.
Richmond, Virginia 23224
CAC provides a customer based communication link between GRTC and individuals with disabilities who use CARE, on matters related to CARE service. To learn more about CAC, CLICK HERE.
