Complementary Paratransit

Rides on the ADA complementary paratransit service can be scheduled the day before the trip or up to 14 days in advance.  To schedule a ride, please call 508-325-7516.  To speak to a dispatcher, call Monday through Friday between 8:00 a.m. and 4:00 p.m.  A telephone answering system is available on Saturdays, Sundays, and holidays between 8:00 a.m. and 4:00 p.m.

To help serve you better, we ask that you observe the following 4 tips:

  1. Prepare for your call
  2. Have your trip information ready and organized
  3. Schedule the return trip up front
  4. Be ready to go at the scheduled time

Prepare for Your Call
Please have the following information ready when you call:

  • Name
  • Date of travel
  • Origin address
  • Destination address
  • Desired pick-up or arrival time
  • Whether you use a wheelchair or walker
  • Whether a personal care attendant, one or more companions, or a service animal will accompany you

The dispatcher will let you know your pick-up and return times.  NRTA will make every effort to schedule your trip at the desired times.  The ADA allows the ride to be scheduled up to 1 hour before or 1 hour after the requested times.

Note Your Trip Information
Have a pencil and paper ready to write your pick-up and return times down.  This will help you remember them.  If you have a calendar, write the times on it.

Schedule Your Return Trip Up Front
NRTA requires return trips to be scheduled at the time original trips are scheduled.  Passengers should anticipate the latest possible time needed for their return and schedule a return trip for that time.  If you are ready to return before your scheduled time, or if you will be later than your scheduled time, please call NRTA immediately and we will do all we can to accommodate your request.

Be Ready to Go at the Scheduled Time
Please be ready to go 10 minutes before the scheduled pick-up time.  NRTA makes every effort to arrive as close to the scheduled pick-up time as possible.  However, NRTA may arrive up to 10 minutes before or 20 minutes after the scheduled pick up time.

Example:  If you schedule a 9:30 a.m. pick-up, the vehicle may arrive between 9:20 a.m. and 9:50 a.m.
This 30-minute time period (of 10 minutes before to 20 minutes after the scheduled time) is called the pick-up window.

Drivers, after arriving within the pick-up window, will wait up to 5 minutes.  Any passenger, who is not at the scheduled pick-up point and ready to go by that time, will be considered a no-show, and the driver will leave to pick up other riders.  The driver will NOT return for a second attempt.  The only exception will be passengers who have been detained during a medical appointment.  If you know that you will be detained during a medical appointment, please call NRTA at (508) 325-7516 as soon as soon as possible.