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Project Mainstream
Frequently Asked Questions Users Guide
A How To Guide For Utilizing COTA'S Project Mainstream Service
OUR COMMITMENT TO OUR CUSTOMERS
COTA's Project Mainstream Passengers will:
• Be treated with respect and courtesy
• Be assisted from their door or first area of reception to the door of their destination
• Receive reliable and timely transportation in a clean, well maintained vehicle
• Ride in safely operated vehicles according to the traffic laws of the state of Ohio
COTA and all partners will:
• Provide proper securement in all wheelchair lifts and security locations
• Provide proper securement devices on the COTA Project Mainstream Vehicle
• Address customer concerns within 5 days of receipt, making every reasonable effort to resolve the issue to the customer’s satisfaction
• Provide for appeal of decisions to deny or suspend service
COTA Asks Project Mainstream Customers to:
Help Keep Everyone On Time – Be Ready to Go
• Traffic or weather conditions affect on-time service
• Drivers are allowed to arrive as early as 10 minutes before or as late as 20 minutes after a scheduled pick up time – this is called the "30-minute window."
• Customers should be prepared to depart as early as 10 minutes before the scheduled pick up time
• The driver will wait for 5 minutes before leaving without the customer
CONTACT INFORMATION:
COTA PARATRANSIT SERVICES OFFICE:
For information regarding eligibility, applications, Subscription service requests and travel training:
• Phone: 275-5828
• TTY: 228-1832
• E-mail: paratransit@cota.com
• Hours: 8:00 a.m.-5:00 p.m. M-F
PROJECT MAINSTREAM/FIRST TRANSIT:
For reservations and cancellations:
• Phone: 272-3033 TTY: 272-3030
• Hours: 8:00 a.m.-5:00 p.m. 7 days a week
For same day cancellations or en-route trip assistance
(Where's My Ride?):
• Phone: 272-3007
• TTY: 272-3030
• Hours: 8:00 a.m.-5:00 p.m. 7 days a week
COTA'S CUSTOMER SERVICE CENTER:
For ADA ID cards, pass and ticket sales, complaints, commendations and suggestions:
• Phone: 228-1776
• TTY: 228-1832
• Hours: 9:00 a.m.-4:30 p.m. M-F
ACCESSIBLE TRANSPORTATION ADIVSORY COMMITTEE (ATAC):
• Phone: 275-5828
• TTY: 228-1832
• E-mail: atac@cota.com
1. How do I schedule a trip ?
2. What is an ADA ID card and how do I obtain one ?
3. What information do I need to give when I make a trip reservation ?
4. How far in advance can I schedule a trip ?
5. What happens when the trip I want is placed on "standby ?"
6. What is a flexible reservation ?
7. What does it cost to ride Project Mainstream ?
8. Am I able to have someone ride with me ?
9. How long will it take to get to my destination ?
10. What if my ride is late ?
11. What is subscription service ?
12. How do I get on the subscription service ?
13. What if I have to cancel my reservation ?
14. What is the "no-show" policy ?
1. How do I schedule a trip ?
Upon obtaining an ADA ID card, customers can begin using Project Mainstream for eligible trips. You may make a trip "reservation" by calling 272-3033, 7 days a week. Customers can schedule 3 round-trip reservations or 6 one-way reservations per phone call.
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2. What is an ADA ID card and how do I obtain one ?
The ADA ID card is a complementary photo identification card provided to approved customers of Project Mainstream identifying that the customer is eligible to use the service. It is not a fare card. The ADA ID card must be presented to the operator each time a customer boards the Project Mainstream vehicle. Customers may obtain the ADA ID card by bringing their approval letter to COTA's Customer Service Center located at 60 East Broad Street between the hours of 9 a.m.-4:30 p.m. M-F.
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3. What information do I need to give when I make a trip reservation ?
Customers should be prepared to provide the following information:
Name, eligibility expiration date (see ADA ID card)
Requested time
Address (number, street and zip code) of both the pick up location and the drop off location (reservations are only made for specific addresses)
Appointment time at drop-off location (if applicable)
Customer contact phone number. Project Mainstream may not confirm your desired trip at the time you make the reservation – a return call for confirmation may be required.
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4. How far in advance can I schedule a trip ?
Reservations are accepted 1-7 days in advance. Reservations are taken during the hours of 8 a.m.-5 p.m. Scheduled trip times are confirmed at the time of the call by a return phone call. Same day transportation availability is extremely limited.
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5. What happens when the trip I want is placed on "standby ?"
If a trip request cannot be confirmed by 5 p.m. 2 days prior to the requested travel date, it will be placed on standby. Customers will be notified of standby status by telephone at least 24 hours prior to the requested travel time. Customers may request a flexible reservation to avoid standby.
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6. What is a flexible reservation ?
Flexible reservations are trips that are scheduled during the off-peak hours of: 10 a.m.-2 p.m. and 7 p.m.-9 p.m. weekdays and anytime during operating hours on the weekends.
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7. What does it cost to ride Project Mainstream ?
The Project Mainstream one-way fare is $2.25 (ADA) or $3.00 (Non-ADA) roundtrip. All customers must present their exact fare and ADA ID card each time they board. Drivers do not carry change.
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8. Am I able to have someone ride with me ?
The ADA entitles eligible customers to be accompanied by 1 personal care attendant (PCA) on each trip when traveling to and from the same location and on the same vehicle. PCA's do not pay a fare. Companions may also travel but must pay the same fare as the customer. The request for a companion's reservation must be made at the same time the customer makes the reservation.
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9. How long will it take to get to my destination ?
COTA Project Mainstream service is a shared-ride service. Customers may be on the vehicle up to 1 hour, or 1 hour and 20 minutes for trips over 15 miles.
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10. What if my ride is late ?
If the vehicle is outside the 30 minute window, customers may call "Where's My Bus?" line at 272-3007 or TTY 228-1832.
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11. What is subscription service ?
Travel to and/or from the same location at the same time (at least once a week). The availability of subscription service is strictly limited by the requirements of the ADA. Subscription reservations, once approved, cannot be changed. A new application must be submitted for every requested change.
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12. How do I get on the subscription service ?
There is an application process for subscription service. Applications can be obtained by calling 275-5828. Applications are processed in the order they are received. Requests that cannot be accommodated, due to limitations imposed by the ADA, will be placed on a waiting list.
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13. What if I have to cancel my reservation ?
Customers should cancel trips as early as possible by calling 272-3033. It is important that cancellations are kept to a minimum to promote the most efficient use of the paratransit resources.
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14. What is the "no-show" policy ?
Customers who cancel at the door or do not answer when the van arrives are in violation of the no-show policy. Penalties are assessed for 3 or more occurrences in a one month period.
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