Accessibility

Reasonable Modification Policy
AT&T Relay Service
Attendants
Boarding In A Wheelchair
Passenger Lifts And Ramps
Wheelchair Securement
Bus Identification Kits
Cash Fares
County Connection RTC Hours
Current Pass Prices
Discount Bus Passes
Disembarking
Fare Payment
Fixed Route Bus Service
Low Floor Coaches
Priority Seating
Regional Transit Connection Discount Card Program
Senior/Disabled/Medicare Fares*
Service Animals

 

Reasonable Modifications Policy

County Connection is committed to providing safe, reliable and accessible transportation services for people in Contra Costa County.  To ensure equality and fairness, County Connection is committed to making reasonable modifications to its policies, practices and procedures to avoid discrimination and ensure programs and services are accessible to individuals with disabilities.

You may make a request by phone, email, fax or mailPlease contact the General Managers office at:

County Connection

2477 Arnold Industrial Drive, Concord CA, 94519

Phone: (925) 680-2049 ,Fax: (925) 687-7306

Requests for Reasonable Modifications may also be made by downloading, printing and submitting the form at the following link Reasonable Modification Request Form

Please note, a request for a reasonable modification will not be considered if it would:

  • Fundamentally alter County Connection’s services or programs
  • Create a direct threat to the health or safety of others
  • Not be necessary to use County Connections services
  • Cause an undue financial and administrative burden

 

Complaint/Appeals Procedure:

Any person who wishes to file a complaint regarding a Reasonable Modification that was denied or alleging any action prohibited by the Americans with Disabilities Act (ADA) may do so by phone, fax, email or in writing:

Customer Service

County Connection, 2477 Arnold Industrial Drive, Concord CA 94520

Phone:  (925) 676-7500, Fax: (925) 687-7306

Email: customerservice@countyconnection.com

Editable Microsoft Word version of this policy

Reasonable Modification REQUEST Form

Reasonable Modification APPEAL Form

Top


AT&T Relay Service

AT&T’s California Relay Service is available for individuals with hearing/speech impairments.

  • TDD users: 1-800-735-2929
  • Voice: 1-800-735-2922
  • or 711

Top


Attendants

Attendants may accompany passengers with disabilities on transit trips. Attendants are entitled to pay the same discount fare as the passenger when passengers have a Regional Transit Connection Discount Card with an attendant symbol indicating that an attendant is necessary for use of public transit.

Top


Boarding In A Wheelchair

All County Connection vehicles are equipped with rider lifts or ramps that meet ADA specifications. All lifts will accommodate mobility devices such as wheelchairs and three-wheeled scooters up to 48” long by 30” wide with a combined weight of up to 800 lbs. including the passenger. Mobility devices that exceed these specifications may not be able to be accommodated.

For safety reasons it is suggested that all mobility devices be equipped with locking brakes and be free of bags, baskets and any other attachments that may interfere with the securement system.  Additionally, all passengers are required to wear a seatbelt.  Lap belts will be provided to passengers in mobility devices that do not have their own lap belt.  Finally, please be aware that passengers in scooter type mobility devices may be asked to move to a seat.

Passenger Lifts And Ramps

Passenger lifts have a platform that rises from the street up to the top of the stairwell, providing level boarding to passengers with mobility impairments. Passenger lifts and ramps are for anyone who has a condition that makes them unable to use the stairs to enter the bus, including persons using wheelchairs, walkers, crutches, or other mobility aids, and those with less visible disabilities such as arthritis, heart ailments, or breathing impairments. Inform the bus operator if you need to use the lift or ramp.

To Use A Passenger Lift Or Ramp:

  1. Make sure you are visible to the driver as the bus approaches.
  2. Allow enough room for the lift or ramp to be lowered. Make sure to stay back from the curb about four feet.
  3. When you are ready, the driver will lower the lift or deploy the ramp.
    1. Ambulatory passengers using the lift should stand on the lift facing the inside of the bus, hold onto the handrails, indicate that they are ready to be raised, and lower their heads through the doorway as the lift rises.
    2. Wheelchair users board the lift platform facing either forward or backward (turning space inside the vehicle is limited), set brakes, grasp the handrails, and then indicate  to the bus operator they are ready to be raised.

*Wheelchair Securement

  1. Back into the wheelchair securement area.
  2. Bus operator must apply the four-point wheelchair securement.
  3. Operator will secure the lap belt and shoulder harness, unless passenger requests that the lap/shoulder harness not be secured.

If requested, the bus operator will provide assistance during boarding and securement.

If requested, the bus operator will provide assistance during boarding and securement.
Top

 

 


Bus Identification Kits

Bus I.D. kits are small, tri-fold signs that display bus route and destination information. These kits are useful for riders with visual, hearing, or speech communication disabilities.

The mini-signs alert the bus driver and encourage other sighted passengers to let the rider know when the correct bus is approaching the stop. This is especially important at BART stations and other multi-route stops.

The kits are available in Braille or low- vision styles. The bus identification kits are distributed free of charge to County Connection passengers. Contact Accessible Services at 676-1976 ext. 2066 or 2067 for more information.

Top


Cash Fares

Adult/Youth (6-18) $2.00
Children (under 6, accompanied by an adult) Free
Express Bus Service $2.25
Transfer BART to Bus $1.00
Transfer Bus to Bus Free

Top


County Connection RTC Hours

The Regional Transit Connection Discount Card brochure and application may be obtained in person from the County Connection Headquarters, 2477 Arnold Industrial Way, Concord 94520. Applications for discount cards may also be obtained through the mail by calling 676-7500. Applications are taken in person at County Connection Headquarters Monday – Friday from 8:00 AM  to 5:00 pm.  Acceptable forms of payment are cash (no bills larger than $20) and checks (credit cards are not accepted).

Top


Current Pass Prices

Seniors/Disabled/Medicare*
20-Ride Punch Card $15.00
Adult/Youth
Monthly Pass** $60.00
Express Monthly Pass** $70.00
12-Ride Punch Card $20.00
12-Ride Express Punch Card $23.00
Commuter Card $40.00

*Senior and disabled passengers may ride any fixed-route bus for free between 10:00 AM and 2:00 PM seven days a week.

Acceptable forms of ID for reduced/free fares are:

  • State issued photo ID as proof of age 65 or older
  • Valid RTC Discount Card
  • Photo ID and Medicare Card
  • Photo ID and DMV placard registration receipt
  • Veterans Disability
  • Senior Clipper Card

**The East Bay Value Pass is a monthly bus pass accepted on all County Connection, Tri Delta, Wheels and WestCAT fixed-route buses. If a regular Monthly Pass is used on an Express Bus (900 Series) and additional quarter is required.

All pass sales are final. No refunds or credits will be given towards the purchase of a new bus pass. Discount bus passes can be purchased at one of our many sales outlets, by mail, or online at www.countyconnection.com. For more information call 676-7500.

Top


Discount Bus Passes

All County Connection punch passes are non-expiring except in the instance of a fare increase. When fares are increased, pass holders are given a generous grace period to use existing bus passes.

Top


Disembarking

During your trip, be sure to listen for your stop to be announced. As the bus approaches your stop, push the buzzer bar or pull the cord to alert the bus operator that you wish to disembark. Please remain in your seat/seating area until the bus has come to a complete stop. Do not release any securements until the bus is fully stopped.

*Please note- County Connection has a policy requiring securement. You must agree to have your mobility device secured in order to ride.

Top


Fare Payment

Bus operators are not allowed to handle money. Please deposit the exact cash fare in the farebox at the front of the bus. If you would like a transfer, please request the transfer after paying the fare and before leaving the front of the bus.

Top


Fixed-Route Bus Service

All County Connection buses have either a passenger lift or ramp. County Connection’s regularly scheduled, fixed-route bus service can be just as convenient for disabled and senior patrons as our dial-a-ride LINK service. Lower fares and expanded times of operation make fixed-route bus service a valuable alternative for many customers. Of course, we are aware that many dial-a-ride LINK riders may be unable to use fixed-route bus service. However, if you are able, and live close to a bus stop, this service may be just the ticket!

Top


Low Floor Coaches

County Connection operates low  floor coaches as part of its fleet of accessible vehicles. Low floor coaches enable ambulatory passengers to board at curb level without the need to step up to enter the coach. Wheelchair users may board via a ramp.

Top


 

 


Priority Seating

Certain seats on the bus are designated as priority seating for passengers with disabilities and seniors. The bus operator may ask an ambulatory passenger occupying priority seating to move if a passenger with disabilities or a senior boards. However, ambulatory passengers are not required to relocate to another seat.

Top


Regional Transit Connection Discount Card Program

County Connection participates in the Regional Transit Discount Card Program which allows people with disabilities and certain veterans to ride at reduced fares on all Bay Area transportation systems. The Bay Area Partnership Transit Coordination Committee (PTCC), administers the Discount Card Program.

The PTCC comprises the following agencies: AC Transit, BART, CalTrans, County Connection, Golden Gate Transit, Wheels (Dublin/Livermore), Tri Delta Transit, MTC, Santa Rosa, S.F. Muni, SamTrans, VTA, and Vallejo. Individuals with disabilities who are applying for the RTC Discount Card and do not have a valid Medicare card or DMV placard identification card must secure a physician’s certificate of disability.

Applications are accepted at all San Francisco Bay Area transit agency locations and then forwarded to a central office where applications are reviewed, information is verified, and a determination of eligibility is made. Eligible applicants will be mailed their RTC photo ID card within 21 days.

Upon receiving your Discount ID Card, you are immediately eligible for reduced fares on all participating public transit systems. No additional proof of eligibility is required, but you must show the Discount ID Card at the time you pay the fare.

The non-refundable fee for a new Regional Transit Discount Card is $3.00. The fee for the replacement of a lost card is $5.00.  RTC applications are available at County Connection offices located at 2477 Arnold Industrial Way, Concord.  Acceptable forms of payment are cash (no bills larger than $20) and checks (credit cards are not accepted).

If you require assistance beyond the program hours of administration of your local transit operator, please call the Discount ID Card Program Office at (510) 208-0200.

Top


Senior/Disabled/Medicare Fares*

Cash Fare $1.00
BART to Bus transfers $.50
Bus-to-Bus Transfer Free

*You may obtain a discount fare when boarding a County Connection bus by presenting a valid Medicare card (not Medi-Cal), an RTC Discount Card, a DMV placard identification card, a senior Clipper Card, or a valid transit discount card from another California transit agency. Persons age 65 and over may simply present any ID with a birth date.

Top


Service Animals

Service animals utilized for mobility assistance are welcome on County Connection buses. The following regulations must be followed:

  1. Service animal owners are required to pay a full fare except when presenting a Regional Transit Connection Discount Card, Medicare Card, DMV placard identification card, a Senior Clipper Card or a valid transit discount card from another California transit agency.
  2. Owners are not required to pay a fare for the service animal.
  3. Owners must have full control of their service animals and are liable according to the law.
  4. Guide dogs, hearing dogs, and service dogs are not required to be muzzled.
  5. There is no limit to the number of passengers on a bus who are accompanied by service animals.

Top