CARE

CARE offers curb-to-curb transportation for individuals with disabilitiesGRTC Transit System’s CARE and CARE Plus services provide curb-to-curb Americans with Disabilities Act (ADA) paratransit services to citizens of the Richmond Region. 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.

 

CARE & C-VAN Customer Satisfaction Survey:

July 27, 2014 through August 16, 2014, GRTC Transit System is conducting a customer satisfaction survey to receive feedback from CARE and C-VAN riders. Click here to download or complete the survey online.

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)
Email:  info@adaride.com
Mail: ADARide, 6151 West Century Blvd., Suite #304, Los Angeles, CA 90045


Paratransit Riders 80 years old 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).


Service Areas & Operating Hours

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 - 11:00 pm* (Henrico County residents)
*(Hours may vary depending on fixed route bus service at the desired time of travel.)

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.


Paratransit Fare

Service Type Cost per one-way trip
CARE: $3.00 (City of Richmond & Henrico County residents)
CARE Plus: $6.00 (City of Richmond residents)
$3.00 (Henrico County residents)

Pre-purchased tickets are the only accepted form of payment on CARE vans.  Tickets are sold in books of six (6) and ten (10).  A ticket book of 6 costs $18.00.  A ticket book of 10 costs $30.00. 

Tickets may be purchased from select GRTC ticket outlets or by mail.  CARE ticket books cannot be purchased at GRTC Headquarters.  Call (804) 358-GRTC for information about mail order and ticket outlet locations.

Go Cards or cash cannot be accepted on CARE vans.

Every CARE customer must present a ticket to ride the service.  A ticket must be provided for each ride for each rider, including children.  Only one child, under the age of 5 and the personal care assistant (PCA) may be permitted to ride for free, with a paying CARE customer.  Anyone who does not present a ticket will not be transported.


Local Route Bus Fares

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.  Free fare is not available on express routes or the 19 Pemberton.  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).


Scheduling a Reservation

There are many ways to schedule a reservation - by phone, voicemail, email, or fax:

  • 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: grtc.cvan@keolistransit.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 days a week, 8:00 am – 4:30 pm

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

No-Show/Late Cancellation Policy

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.


Replacement CARE Cards

To request a replacement CARE card, please download and complete the Replacement Card Request Form below.


Contacting CARE

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