New Eligibility Process for MetroAccess

One of the changes approved in 2010 by the Capital Metro board of directors is a more comprehensive eligibility process. After following a several-month community engagement process, the board adopted these policy changes in an effort to ensure good stewardship of public funds while maintaining consistent, exemplary paratransit service to those who are eligible.

Eligibility for MetroAccess is based on functional ability to use the regular city bus service. It is not a medical decision. The presence of a disability or a disabling health condition by itself does not make an individual eligible for MetroAccess service. Eligibility is also not based on age, inability to drive, or the lack of availability or inconvenience of regular city bus service. Only those persons whose disabilities, in combination with their functional abilities, prevent them from using the fixed-route services are eligible for MetroAccess.

The new eligibility process will include an application, professional medical verification, and an interview and orientation by staff for new and existing customers. A functional assessment may also be required. All customers will go through the new process at least once. Some customers may be deemed unconditionally eligible for MetroAccess and may not need to go through the in-person process again. All other customers may have to complete the in-person process again as they are due for recertification or as their condition changes.

With the implementation of a new process, the eligibility process will expand for a period of up to four years. This new in-person interview and orientation process will allow MetroAccess staff to answer the questions MetroAccess customers may have, including questions about transportation options in the community and how the MetroAccess service works.

This KXAN news story shows more about the new eligibilty process and our mock bus training facility.

Summary of the New Eligibility Process

• Step 1: Application With Professional Verification
  The customer must apply for service and present verification by a medical professional.
• Step 2: In-Person Interview & Orientation by Staff
  In this step, MetroAccess staff will screen applicants into the MetroAccess program who are unconditionally eligible. Applicants not screened in as unconditionally eligible will be referred to a neutral, third party contractor to perform specific functional tests. Upon request, Capital Metro will provide transportation to and from the interview/orientation free of charge.
• Step 3: Functional Assessment As Needed
  A third-party will administer a physical, cognitive, or combined assessment to determine the customer's functional ability to use the regular city bus service. Customers found eligible will be granted MetroAccess service based on their eligibility. Otherwise, the applicant may not be eligible for MetroAccess service.
• Step 4: Not Eligible for MetroAccess Service
  The MetroAccess staff will discuss other community transportation options with the applicant. MetroAccess also provides travel training services free of charge for anyone interested in learning how to ride the city bus services. An appeal process is available to any applicant who is denied services or does not agree with the eligibility determination.

For more information contact:
MetroAccess Eligibility staff
(512)389-7501
eligibility@capmetro.org

Frequently Asked Questions: The Eligibility Process

Question: If I have a permanent disability, why is MetroAccess asking me to complete an in-person assessment to determine my eligibility to use Paratransit Services?
Answer: The Americans with Disabilities Act of 1990 (ADA) requires MetroAccess to implement a policy that limits eligibility to individuals who clearly meet ADA eligibility standards. The new in-person interview and assessment will assist in identifying an applicant’s potential rather than limitations in their ability to use accessible fixed route services.

Question: How will the in-person interview and assessment work?
Answer: A MetroAccess staff member will review the application with you and discuss your travel abilities and limitations in greater detail. At the end of the interview, it will be determined if a functional ability assessment is required. Functional assessments are used to predict physical and/or cognitive ability with regards to the use of public transportation. This information will help to identify the best mobility option based on your functional abilities. The assessment may include a functional assessment outside of the facility. Please dress appropriately for the weather.

Question: Who will conduct the assessment?
Answer: The assessment will be conducted by an independent qualified mobility assessor.

Question: What will the assessment cost me?
Answer: There is no charge to you for the assessment. Upon request, complimentary transportation is provided.

Question: Where will I have to go for the assessment?
Answer: The assessment will be conducted at our new Eligibility and Training Center at 323 Congress Avenue in downtown Austin.

Question: What happens after the eligibility interview and assessment?
Answer: The results of your assessment will go through an internal review process. Within 21 days, you will receive an eligibility determination letter by mail.

Question: What happens if I am not eligible for MetroAccess Paratransit service under the new process?
Answer: MetroAccess staff will provide applicants with a listing of other existing community transportation options. An appeals process will also available to any applicant who is denied eligibility. An appeals board will review the appeal and make a final decision within 30 calendar days. The decision will be available to the applicant in an accessible format, as applicable.

Question: When will the new process begin?
Answer: Because we want to provide a smooth transition for all MetroAccess customers, we are taking our time to thoroughly plan all aspects of the eligibility process change. A firm start date has not yet been determined; but, we expect the change to be implemented this fall.

Question: What if I have questions other than the ones above?
Answer: Please feel free to contact a MetroAccess Eligibility staff member at (512)389-7501 or eligibility@capmetro.org

Capital Metropolitan Transportation Authority
2910 East 5th Street | Austin, Texas 78702 | (512) 389-7400
Specific Route Information | (512) 474-1200