Personal Attendant Policy:
Dial-A-Ride will permit personal attendants to accompany individuals with disabilities in vehicles and facilities. Dial-A-Ride may request an attendant to assist with a passenger. Dial-A-Ride does not charge a fare for an attendant to assist with the passenger. However, Dial-A-Ride requests notification if an attendant will be accompanying the passenger to allow for a seat to be available.
Drivers may assist a passenger from his home to his destination (door-to-door), but driver is not allowed to cross the threshold of a residence or the main door of a building such as an apartment or office building. The same holds true with regards to parcels, packages, grocery sacks, etc. Assistance is from the door-to-door ONLY. The Driver may not go inside.
The minimum age for a child travelling without an adult guardian (over 18 yrs) is 10 years of age. Note: an exception can be made for children needing transportation to and from school.
Hours of Operation:
Transportation services are available Monday through Friday 8:00 a.m. to 5:00 p.m., with the exception of observed holidays. Please note, the earliest drop off time is 8:00 a.m. and the latest scheduled pick up is at 5:00 p.m. Depending on the location and the destination of said trip, these times are subject to change. Dial-A-Ride’s vehicles may have a delay or not operate when road conditions are unsafe. Please call the office for routing and/or scheduling changes. Please listen to local media for closure information. Reservations can be made up to two weeks in advance and must be made by contacting the office. Passengers need to be ready for pick up 45 minutes prior to the requested appointment time.
Connecting Services (Coles County):
Greyhound Bus Services and Amtrak Station
Both located at this Address:
1718 Broadway Ave
Mattoon, IL 61938
Amtrak Phone number: (800)872-7245
Greyhound Bus Lines Phone Number: (800)231-2222
Dial-A-Ride’s vehicles may have a delay or not operate when road conditions are unsafe during inclement weather. Please call the office for routing and/or scheduling changes. Please listen to local media for closure information.
Dial-A-Ride Drivers are thoroughly trained in emergency evacuation procedures in the event of an accident. Basic procedures include: following Driver’s instructions, remaining calm, implementing an orderly evacuation of the vehicle if warranted, staying off the roadway in a safe location until further notification, calling for emergency response if required and not smoking near the vehicle. Passengers are responsible for notifying the Driver if they or another passenger is ill, injured or in distress while on the vehicle.
The following list includes the most common requests for transportation services; however, the services are not limited to this list:
LifeSpan Center: for lunch at LifeSpan, exercise classes, recreational activities, Telecare Senior Information Services appointments, Family Care Giver Resources, opportunities to volunteer through LSVP, VITA tax appointments and special events.
Medical Appointments: doctor offices, medical facilities, dialysis, cancer centers, outpatient surgery, and hospitals and medical offices located within Coles County, Douglas County, Champaign, Decatur, and Effingham.
Employment Services: to your place of work within Coles County or Douglas County.
Educational Opportunities: for classes scheduled during our hours of operation (Eastern Illinois University, Lakeland College, Mattoon Area Adult Education Center, job trainings, day cares and pre-schools). Transportation is provided to local elementary and secondary schools; however, the students must be ineligible for the Community Unit School Bus service.
Grocery and Shopping Services: to stores/shops that are scheduled on specific dates listed.
Miscellaneous Reasons: such as club activities, beauty and barber shop appointments, visitations, banking, business matters, etc.
Reservations can be made Monday - Friday during office hours of 6:30 a.m. to 6:00 p.m. by dialing (217)639-5169 or toll free at 1-800-500-5505. Reservations can be made two days to two weeks in advance. Due to space/van availability, we may be unable to accommodate all requests. We do our best to accommodate same requests. Drivers cannot take reservations. Passengers must register for the program prior to or during the first reservation request. One may register by phone or complete the enclosed form and return to the main office at the Coles County Council on Aging, Inc. at 11021 E. County Road 800 North, Charleston, IL 61920.
When calling for a reservation, be prepared to give the following information:
* First and Last Name *Pick Up Address *Telephone Number
* 1 or 2 Way Trip *Date of Appointment *Date of Birth
* Time of Appointment *Address of Destination *Mobility Requirements
All information will remain confidential with the Dial-A-Ride program.
Dial-A-Ride Drivers will allow up to 5 packages per passenger, each additional package can be transported for a fee of $1.00 each, payable to the Driver at time of transport. The definition of a package is an item not to exceed 10 pounds. Drivers are NOT responsible for any personal items or packages.
Service Animals are permitted on the vehicles. A service animal is any animal individually trained to work or perform tasks for an individual with a disability, including, but not limited to, guiding individuals with impaired vision, alerting individuals with impaired hearing to intruders or sounds, providing minimal protection or rescue work, pulling a mobility device, or fetching dropped items. (DOT, Americans with Disabilities Act – Transportation Regulation, 49CFR § 37.167(d), ¶ 46,267.) Service animals are permitted to accompany their users. Animals which are typically or reasonably domesticated pets are not allowed on the vehicles even if an animal carrier is provided. If you have a service animal that will accompany you, please let the Dispatcher know when scheduling your appointment. Please see our Service Animal Protocol under the "About" tab.
The Dial-A-Ride Rural Public Transportation Program of Coles and Douglas Counties provides transportation to the general public (all ages and abilities).
Pick Up and Return Rides:
Passengers must allow some flexibility in pick up times. We request that you are ready 45 minutes before your scheduled appointment time. Please be ready to go when the van arrives. Passengers who are prompt help us to be on time, which enables us to provide better and faster service for all those we serve. Upon arrival, the Driver will honk (if necessary). After waiting 5 minutes, the Driver will be instructed to leave and continue the route and this will be considered a “No Show” (see “No Show Policy” found in "About" tab). Because the vans are routed prior to your pick up time, we will not be able to return for you. BE READY AND WATCHING FOR THE VAN 45 MINUTES AHEAD OF YOUR SCHEDULED APPOINTMENT TIME.
Please call to let us know when you are ready for your return trip.
Adequate time for vehicle boarding and disembarking will be allowed.
Illinois Relay Service for Hearing Impaired:
The system is open 24 hours and is free of charge:
TTY dial……………………….1-800-526-0844 or 711
Voice user dial…………………1-800-526-0857 or 711
Mobility Device Information:
According to DOT Americans with Disabilities Act – Transportation Regulation, 49CFR § 37.3., A “common device” is “such a device which does not exceed 30 inches in width and 48 inches in length measured two inches above the ground, and does not weigh more than 1,000 pounds when occupied.” Devices are defined to include both three-wheeled and four-wheeled mobility aids. Three-wheeled “scooters” and other non-traditional designs that fit within these standards will be transported. If a mobility device is not within these guidelines, Dial-A-Ride will not be able to accommodate the request for transportation.
For safety and liability reasons, Dial-A-Ride adheres to the following guidelines:
*DAR will not ask a passenger to transfer out of a device into another seat unless the device is not made to be transported in a vehicle.
*Passengers utilizing a device will be allowed to transfer to a regular seat in the vehicle, if the passenger requests to do so, and is able to complete the transfer with no assistance from the Driver.
*An individual who uses a lift will not be refused to disembark from a vehicle at any designated stop; however, the lift cannot be operated if there is a possibility of damaging the lift or if temporary conditions make disembarking unsafe for passengers. The lift has to deploy all the way on flat ground before a passenger can board.
*The passenger must ensure ramp and device paths are properly paved and kept clear of snow, ice, parked cars, trash, or other obstructions.
*DAR Drivers will only help device users up and down one step.
Please note: The maximum capacity for the Dial-A-Ride lift is 1,000 pounds. This includes the passenger, any mobility aid, any medical equipment and any personal items.
Cancellations should be made as early as possible, but NO LATER than one hour prior to your scheduled appointment time. The telephones are equipped with voice mail so you may leave a message before or after office hours. Your consideration concerning cancellations is important in avoiding unnecessary trips, which cost time and are an inconvenience to other passengers.
What is Dial-A-Ride Public Transportation?
Dial-A-Ride is a demand-response, door-to-door service. Dial-A-Ride is a public paratransit service, and the program does not provide emergency medical transportation services. Our Drivers are not paramedics. Passengers who are experiencing a medical crisis should call 911.
Dial-A-Ride Observes the Following Holidays: No Services Provided
Independence Day Labor Day
Thanksgiving Day Day After Thanksgiving
Christmas Eve Christmas Day
New Year’s Eve New Year’s Day
Memorial Day Good Friday
The following is a list of holidays that Dial-A-Ride operates with reduced staff and reduced hours. Hours of operation on these days, including Zipline, are 9a.m. to 3p.m.
Martin Luther King Jr’s Birthday
Our goal is to provide the safest, most efficient and most economical transportation possible. Passengers are asked to observe the following guidelines (failure to do so may result in suspension or termination from the program):
*All passengers must remain seated and are required to wear seat belts at all times.
*All electric/manual mobility devices are required to be secured by a Dial-A-Ride employee with proper securement devices.
*Dial-A-Ride will secure respirators and portable oxygen for passengers as needed. Drivers are only responsible for respirators and portable oxygen tanks at the time of securement.
*Dial-A-Ride will not be responsible for checking/signing persons in or out of any facility. If a personal care attendant is needed, it is the responsibility of the passenger/facility to provide one.
*Requests by passengers to make changes in the schedule or to be picked up first or last will not be considered.
*Drivers will not wait more than 5 minutes for passengers to begin to board.
*Please remember to cancel your ride within an hour of the pickup time if your ride is no longer needed.
*Passengers are not allowed to ride the vehicle for recreational purposes (example: riding around town to sight see, or riding along just to visit with other passengers).
*Physical or verbal abuse of the Driver or other passengers (examples: shoving, hitting, cursing, excessively loud conversations, etc.) will not be tolerated.
*ALWAYS WAIT for the Driver to assist you on and off the vehicle.
*Please do not tip the Drivers. They are proud to serve you.
*Requests for a specific driver cannot be accommodated.
*Donations to the Dial-A-Ride Program will gladly be accepted with gratitude.
*Passengers are required to comply with any ongoing recommended guidance regarding safe practices concerning the spread of infectious diseases
ABSOLUTELY NO: (while on Dial-A-Ride Vehicles)
*Taking non-prescription drugs
*Riding while under the influence of alcohol or illegal drugs
*Use of tobacco products, or vaping
*Possession of weapons
*Transportation of any hazardous substance (acids, gasoline, oil, fuels, etc.)
*Improper Dress (examples: no shirt, no shoes, etc.)
*Damaging or disfiguring the vehicles (interior or exterior)
*Removing any items from the vehicle not belonging to the passenger (examples: fares, donations, blankets, fire extinguisher, supplies, tools, etc.)
Any action by a passenger, which may endanger the safety of the passengers, Driver or vehicle itself, may cause for disciplinary action or refusal of service.
Dial-A-Ride reserves the right to refuse transportation to persons violating the above guidelines. The Coles County Council on Aging Client Grievance Policy and Dial-A-Ride Disruptive/Abusive Passenger Policy will be adhered to.