Transportation Service Guidelines & Policies

The following are part of the Transportation Service Guidelines and Policies:

  1. FACT is not an “emergency” or an ambulance service.
  2. All buses have lifts that can handle a total combined weight of the mobility device and client up to 600 pounds and can accommodate a size of 30 by 48. We cannot accommodate anything larger or heavier. Mobility devices should be backed into the bus.
  3. If a client has oxygen or other medical aids they must be in a pack or be able to be properly secured. Clients would need to be able to go without oxygen for an extended amount of time due to traffic, accidents, and unusual circumstances with our vehicles. If you use oxygen Fayette Area Coordinated Transportation (FACT) would need a doctor’s note stating that you are capable of safely using the service.
  4. During severe inclement weather, FACT will not transport clients if deemed unsafe.
  5. If a client can not be left unattended, it is the responsibility of the care giver to make the necessary arrangements to have someone at the drop off point when the driver gets there. It is the caregiver’s responsibility to be available as soon as the bus arrives.
  6. FACT drivers are authorized to transport only those clients for whom reservations were made. If you have an escort, you must advise FACT office when you make the appointment.
  7. Clients must provide their own escort, or be capable of independently accessing the bus in a timely fashion.
  8. FACT drivers are not required to assist clients in or out of buildings or up/down steps.
  9. FACT drivers are not permitted to enter homes to assist clients.
  10. FACT drivers must be able to keep their bus in view at all times, and can not leave their buses unattended.
  11. Clients must arrange for a pick up at a location that is safe and cleared of any and all material that may impede movement of a client or vehicle. FACT bus will stop as close as possible to the pick up point.
  12. FACT drivers will use driveways, alleys and streets that are approved by FACT staff, but will not drive over curbs, sidewalks, or yards.
  13. Clients must have accessible walkways and/or a ramp system to enable them to access the bus.
  14. Clients must be at the proper pick up point and must be able to get to that point without the assistance of the FACT driver. Clients who need help must make arrangements for the help they need in order to get to and from the pick up point.
  15. FACT drivers are authorized to stop only for scheduled appointments. Any destination must be prearranged though the FACT office.
  16. Clients must be responsible for and be able to handle any item such as packages, groceries, etc., that are brought on to the bus. The FACT driver is not responsible for packages.
  17. Eating, drinking, or smoking is prohibited on the FACT bus.
  18. Clients who are required to pay a fare must have the exact change and pay upon boarding the bus.
  19. Clients must notify the FACT office when appointments are completed and you are ready to leave. Clients must give the exact location for the pick up.
  20. Clients need to notify the FACT office to cancel any scheduled trips. If you need to cancel your appointment, please call FACT office as soon as you know you will not be taking the trip, but at least two hours before your scheduled appointment time. If not, it will be considered a no-show (see FACT’s No-Show Policy). If part of the trip is with another county, FACT office still needs to be notified. This would include a scheduled return trip. It is your responsibility to cancel any scheduled trip.
  21. Cancellation messages may be left on FACT office voice mail which is available any time except during regular office hours. Be sure to give the name of the client who has the trip. Any cancellation not made in a timely manner may result in a no-show charge.
  22. Clients are responsible for notifying FACT office of any address or phone number changes as soon as possible.
  23. For shared-ride service, the maximum ride time will be 60 minutes for individual trips and 120 minutes for group trips and out of county trips. FACT will make every effort to get you to your appointment or employment on time, however it is not guaranteed.
  24. The call center will not schedule a return trip that would extend past 5 p.m. Depending on the length of the trip and appointment time, the return trip should be scheduled so the driver is returning the clients to their homes no later than 5 p.m. The call center can offer a one way trip if the client insists they do not need a return trip or they may ask the client to try to schedule an earlier appointment. Medical appointments should be made no later than 3 p.m.