MetroAccess eligibility

Eligibility for MetroAccess is based on the 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 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. All customers will go through the 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.

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 eligibility process

  • Step 1: Application with professional verification
    The customer must apply for service and present verification by a medical professional. The application and verification should be brought to the applicant's eligibility appointment.
  • Step 2: In-person interview and orientation by staff
    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 this 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: Those 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 system. An appeal process is available to any applicant who is denied services or who does not agree with the eligibility determination.

Presumptive Eligibility

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 Capital Metro within 21 days of completion of the eligibility process in its entirety.

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 communication of that eligibility decision is not received within 30 days from the completion of the appeal hearing.

For more information, please contact the MetroAccess eligibility staff at 512-389-7501 or