Eligibility for MetroAccess is based on the functional ability to use the accessible fixed-route 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 convenience of regular city bus service. Only those people whose disabilities, in combination with their functional abilities, prevent them from using fixed-route services are eligible for MetroAccess.
The eligibility process includes an application, professional medical verification and an interview and orientation by staff for new and existing customers. A functional assessment may also be required. Eligibility may be granted for a period of up to four years. This in-person interview and orientation process allows MetroAccess staff to answer the questions MetroAccess customers may have, including questions about transportation options in the community and how the service works.
Summary of the MetroAccess eligibility process
- Step 1: Application with professional verification
The customer must submit a completed application and verification by a medical professional.
- Step 2: In-person eligibility review by staff
MetroAccess staff will meet with applicants to discuss barriers related to their current abilities to ride the accessible fixed-route system as well as provide an introduction to the MetroAccess service. Some applicants will then be referred to an onsite third-party contractor for a transit functional assessment. Upon request, CapMetro will provide transportation to and from the eligibility review free of charge.
- Step 3: Transit functional assessment as needed
A third party contractor will administer an assessment to determine the customer's functional ability to use our fixed-route bus service.
- Step 4: Those not eligible for MetroAccess service
All applicants will be notified of their eligibility decision within 21 days of completion of the Eligibility Review and receipt of any additional necessary documentation. MetroAccess staff may contact an applicant's treating professionals in an attempt to obtain additional information deemed necessary for an eligibility determination. An appeals process is available for any applicant who like to dispute an eligibility determination.
Presumptive Eligibility entitles new applicants to unconditional eligibility or recertifying applicants to continue their current level of eligibility when the applicant has not received communication of the eligibility decision from CapMetro within 21 days of completion of the eligibility process in its entirety, including the in-person eligibility review and receipt of any necessary supplemental information.
Presumptive Eligibility does not apply in cases where more documentation is requested or when the applicant does not complete the eligibility process. Applicants appealing an eligibility decision are granted presumptive eligibility when a written appeal determination is not received within 30 days from the completion of the appeal hearing.