LINK Frequently Asked Questions – County Connection

LINK Frequently Asked Questions

What is the ADA?

The ADA is the Americans with Disabilities Act, a civil rights law passed in 1990 that guarantees Americans with disabilities full and equal access to services and accommodations.

As a senior, am I automatically eligible for LINK service?

No. Eligibility for service is based on an individual’s inability to use regular bus service due to a disability or health condition.

What must I do to be able to use LINK service?

Call 925-680-2138 to obtain an ADA application or download an application. Complete and submit the application and you will be notified if you qualify for the service.

Once I am determined eligible for the service, am I eligible for life?

No. Eligibility is granted for a maximum of three years. You will be notified 3 months before your eligibility expires so you have plenty of time to renew.

Sometimes the driver picks up or drops off other riders before he drops me off. Why doesn’t he just bring me to my destination?

Paratransit is a shared ride system. In order to provide as many trips as possible, trips are scheduled in the most efficient manner possible.

Sometimes I see another van with only one person on it at the same destination I am traveling to. Why weren’t both passengers placed on the same vehicle?

Scheduling trips is a complicated process. Due to differing pick up or drop off locations/times, it is not always possible to take riders to the same location in the same vehicle.

Are discounted fares available for LINK service?

No. Paratransit service is expensive to provide. The $5.00 fare covers only a small portion of the actual cost.

Why is some service available only within 3/4 of a mile of regular bus service?

County Connection LINK follows the guidelines of the Americans with Disabilities Act (ADA). According to the ADA, service must be provided within 3/4 of a mile of fixed-route bus service. At most times, LINK provides service to eligible persons for trips within 1-1/2 miles of the fixed-route service. See our map of the LINK Service Area.

I live on a hill where there is no bus service. Because of this, am I eligible for LINK?

Eligibility is based on an inability to use fixed-route bus service. If you have a disability or a health related condition that would prevent you from using the bus even if it were in your area, then you may be eligible for the service. You would need to complete an application for ADA paratransit service stating the health condition that prevents you from using regular bus service. 

I lost something on the County Connection LINK vehicle. What do I do?

Riders, personal care attendants and companions are responsible for keeping track of their personal possessions while on LINK. If you discover that you have left something on a vehicle, call (925) 938-7433 to report it. If the item is found, you will be contacted and told where the item is being stored. You will have up to 30 days to retrieve it before it is donated to charity. If you take LINK to pick up the item, you will be charged the regular fare. If you find a lost item on the vehicle, please give it to the driver.

Does LINK provide rides on holidays? 

LINK observes the following holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas. LINK service is limited to pick-ups and drop-offs within ¾ of a mile of an operating BART station on such holidays. Please note that all subscription rides are cancelled on these days.

Are service animals and pets allowed on the bus with me?

If you travel with a service animal, you must include this information on your application for eligibility. The service animal must be under your direct physical control and must be well behaved. It must not soil or damage the vehicle, bark, growl, or act in an aggressive or threatening manner. You may travel with one pet as long as the animal is fully enclosed in a secure container that you can manage and hold on your lap or place at your feet. Please tell the scheduler if you will be traveling with a service animal or bringing your pet.

Can I get on County Connection vehicles if I am in a wheelchair?

All County Connection vehicles are equipped with rider lifts or ramps that meet ADA specifications and 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.

Can I bring my oxygen tank onboard?

Yes, service is provided to persons using respirators, concentrators, and portable oxygen.

Can I bring someone along with me on my paratransit trip?

ADA eligible riders, their personal care attendants, and their companions are allowed to use LINK.  Both personal care attendants and companions must travel to and from the same locations as the eligible rider they are traveling with. You must make reservations for them when you make the reservation for yourself. Companions pay the same fare as you to ride paratransit.  Personal care attendants pay no fare when they ride with you.

What will County Connection LINK do if there is an earthquake or another disaster?

Most if not all paratransit providers will look to the county or governing agencies for guidelines regarding the emergency, before picking up passengers. Sometimes, LINK may have to limit trips to essential functions or life sustaining trips only. This will include, but may not be limited to, trips to and from:

  • Dialysis
  • Grocery stores
  • Chemotherapy appointments
  • Medical facilities
  • Essential job locations

You can bring your respirator, portable oxygen or other life support equipment as long as it does not violate laws or rules related to transportation of hazardous materials. Your equipment must be small enough to fit into the paratransit vehicle and be managed by you or your personal care attendant.

What will County Connection LINK do if there is a medical emergency on board?

All drivers are familiar with basic first aid and CPR but are not medical professionals. If there is a medical or health emergency on board such as a rider having a seizure or experiencing excessive bleeding after a dialysis treatment, the driver will pull over, call 911 and wait for trained help.