Riders Protocol Guide 

Code of Conduct Guide 

Policy number: 
MT-001 
Date: 
5/13/2014
Policy Title: 
Reduced Fare Photo ID 
Department: 
Planning Department/Mass Transit 
1. Riders eligible for the Reduced Fare Photo ID with valid documentation: 
 Seniors 65 years old or older (must show Government-issued Photo ID*) 
 Students of any age (must show current year student ID, report card or 
transcripts) 
 Medicare recipients (valid Medicare card) 
 Other transit agency’s reduced fare photo ID 
 Disabled (they must submit application with physician verification form) 
2. Disabled individuals may request an application for a Reduced-Fare Photo ID by 
telephone, email, mail, or in person. 
3. All qualified riders must schedule an appointment for the Reduced Fare Photo ID 
to be issued. 
4. Once proper documentation is submitted, a Reduced Photo ID is issued free of 
charge. There will be a charge of $2.50 for any replacement ID. 
5. Only students and qualified temporary disabled individuals will have an ID 
expiration date. 
6. The photo ID must be shown to the driver when boarding to purchase a reducedfare pass or cash fare. 
7. Passengers who do not have their reduced fare photo ID or cannot produce proof 
of eligibility for the reduced fare when boarding the bus must purchase a regular 
fare. 
Notes: 
*Driver’s license, passport or any government issued photo ID.

Policy number: 
MT-002 
Date: 
7/22/2014
Policy Title: 
Free Ride Days 
Department: 
Planning Department/Mass Transit 
Hernando County Board of County Commissioners will be offering “Free Ride Days” to 
qualified passengers in an effort to promote transit service to the community. The days 
are as follow: 
 Older Americans Month – All individuals over the age of 60 will ride for free* 
 Dump the Pump Day – All riders will ride for free that day 
 Veterans Day – All veterans ride free for the day* 
 Primary Elections – Any voter will rider for free* 
 Election Day - Any voter will rider for free* 
*Qualified riders will be required to show proper validation (proof of age, veteran’s 
status and voter information cards respectively) 
Dates will vary from year to year; therefore the specific dates for the “Free Ride Days” 
will be announced by March 1st of each year.

Policy number:
MT-003
Date:
4/28/2015
Policy Title:
Rider Code of Conduct 
Department:
Planning Department/Mass Transit
The Mass Transit Division of the Planning Department is responsible for developing and 
maintaining Rider Code of Conduct Guidelines and Rider Protocol Guidelines which will describe
in detail the conduct expected from patrons using the Hernando County Transit System.
The Rider Code of Conduct Guidelines and the Rider Protocol Guidelines will help to ensure the 
safety, security, comfort and convenience of those who use Transit services.
The rules addressed in the guidelines include, but are not limited to: 
- Inappropriate and unacceptable behavior
- Procedures and penalties for violations of conduct rules
- Suspension or termination of ridership privileges 
- Personal hygiene
- Rider guidelines and courtesy
- Boarding, de-boarding and riding transit vehicles
- Service animals
- Wheelchair guidelines
- Guidelines for bikes on buses
- Eating or drinking on transit vehicles
- Placement of advertising/flyers on vehicles or transit property
These guidelines will be available to the riders upon request and will be posted on THE Bus 
website www.hernandobus.co

Policy number:
MT-004
Effective Date: 4/28/2015
Revision Date: 5/17/2016
Policy Title:
Demand Response Service Policy
(ADA Complementary Service)
Department:
Planning Department/Mass Transit
The Americans with Disabilities Act (ADA) was signed into law on July 26, 1990. The ADA is civil 
rights legislation that sets forth specific requirements for vehicle and facility accessibility and the 
provision of service, including complementary paratransit service. 
TheBus features a Demand Response Service, also known as Complementary ADA Service, to 
assist riders whose origins and destinations are within 3/4 mile of the fixed-route system, but 
are unable to access the fixed-route transit service because of a documented disability under the 
federal Americans with Disabilities Act (ADA). 
The following policies are being adopted to ensure quality complementary ADA service for all 
passengers with disabilities: 
 Potential users must submit an application to the Transit Operator to determine eligibility
 All users will be issued an ADA Eligibility Photo Identification Card 
 Reservations are required to be scheduled Monday through Friday between 8am and 5pm. 
 Reservations must be made on a next day basis on all days prior to days of service, and can 
be made up to 14-days in advance
 Requirements for ride cancellation will be developed
 Riders must provide the following minimum information:
o name,
o origin and destination,
o the time to be at the destination and the return trip time,
o please advise if a Personal Care Attendant (PCA) will be traveling with the rider. A 
PCA is defined as someone designated or employed specifically to help the ADA 
eligible individual meet their personal needs.
 Users must pay a fare for each trip in accordance with the adopted Fare Policy
 All carry-on items are the responsibility of each passenger
 Users must notify the Transit Operator of any changes of information such as address, phone 
number, etc. 
TheBus will develop Demand Response Service Guidelines to help users understand the 
processes required to use the service and to ensure quality service for all passengers with 
disabilities. Please also refer to the Rider Code of Conduct, Policy MT-003, and the Rider Code of 
Conduct Guidelines for all passengers who ride fixed-route or the demand response vehicles.

Hernando County’s Public Transportation System, TheBus, features a Demand Response Service as a 
complementary Americans with Disability Act (ADA) service to its transit system. The service assists
riders whose origins and destinations are within 3/4 mile of the fixed-route system, but are unable to access 
the fixed-route transit service because of a documented disability qualified under the federal Americans 
with Disabilities Act (ADA). This guide was developed to help users understand the processes required 
to use the service and to ensure quality service for all passengers with disabilities.
Qualification
In order to utilize TheBus demand response transportation service, users must be ADA eligible. Once the 
application is submitted to the Transit Operator, it will be evaluated to determine eligibility for demand 
response services.
Application Process
- There are two ways to obtain an application to utilize TheBus demand response:
1. Visit TheBus website at www.hernandobus.com and download a printable version of the 
application, or
2. Contact TheBus at (352) 754-4890 to request an application be sent via mail or email.
- All applications will be reviewed in accordance with Federal regulations (49 CFR 37). When the 
applicant completes all necessary application requirements, the application will be processed within 
twenty-one (21) calendar days of submittal. If an application is not processed within that time, on the 
22nd day the applicant will be allowed to use the service until such time as the application is denied.
- Once a completed application is submitted to TheBus, an interview will be scheduled to review your 
application. 
- When applicants are determined eligible for the demand response services, TheBus will send 
applicants a written notification of ADA eligibility, along with a user ADA Eligibility Photo 
Identification Card and an information packet.
- Eligibility will be recertified every three (3) years.
Demand Response Service Guide – Updated September 2017 2
- If applicants are deemed not eligible, a written notice with the reason for the determination will be 
sent. 
- Appeals. All ineligible applicants have sixty (60) days to appeal that decision. After filing an appeal, 
the Transit Operator will, within 30 days, send a written notification of the appeal determination. All 
appeals will be heard by a reviewer who did not make the original decision. If a decision is not made 
within 21 days of completing the appeals process, transportation is provided until and unless a decision 
to deny the appeal is issued.
Utilizing Demand Response
1) Scheduling a Trip
To schedule a trip, call (352) 754-4890 Monday thru Friday between 8:00 am to 5:00 pm. Trip 
reservations must be made on a next day basis on all days prior to days of service, and can be made 
up to 14 days in advance of the trip. Reservations for next-day service will be taken during 
administrative office hours. On days prior to a service day on which the administrative offices are 
not open (e.g., a Sunday prior to a Monday service day or a holiday prior to a service day), riders 
may use the answering machine to leave a message. When calling to schedule a trip, please have 
the following information available:
1. Name
2. The exact address where you want to be picked-up. Origins and destinations must be within 
3/4 mile on either side of the fixed-route system to qualify.
3. What time you would like to be at your destination (be specific if you are going to an 
appointment) and the time that you are requesting to be picked up for your return trip. (Please 
note that if you intend to use the service for a round trip, you must schedule a return trip.) 
Although there is a one hour window before your pick-up time, we will make every effort to 
pick you up as close as possible to the time requested.
4. The exact address of where you are going 
5. Whether you intend to travel with a Personal Care Attendant (PCA). A PCA is someone to 
assist you with your personal needs.
We encourage riders to call during business hours when possible but in the event of emergency, 
rider may call after hours and leave a detailed message on the answering machine about their trip. 
Same day emergency service is not provided.
Vehicles will only stop at predetermined origins and destination points. Bus operators will not 
make additional stops unless it is an emergency.
Reasonable modification/accommodation will be provided upon request, please fill out the Rider 
Request for Reasonable Accommodation/Modification Form.
Multiple appointments in one day can only be scheduled in two-hour intervals including ride time. 
For example, if you are dropped off at 11:00 AM at the grocery store, the earliest time that you 
can arrange your return trip is 1:00 PM.
Demand Response Service Guide – Updated September 2017 3
Trips to Pasco County can be arranged through TheBus. TheBus will coordinate the trip with 
PCPT. Riders must transfer to the other agency vehicle at the transfer point (Emerald Beach S. 
Blvd.). The applicable fare for each agency must be paid upon boarding. 
If a trip needs to be cancelled for any reason, call (352) 754-4890 and leave a detailed message.
Destinations may not be changed on the day of the trip. Please review the “Late Cancellation/NoShow” section for further information.
2) Riding TheBus Demand Response
Riders should be prepared and waiting for the vehicle to arrive. The bus operator is only allowed 
to wait for 5 minutes.
 Riders must present their ADA Eligibility Photo Identification Card to the bus operator upon
boarding.
 The bus operator will collect the fare upon boarding. All riders must have exact change since 
drivers do not carry change.
 Each trip should be paid when boarding. 
 Pre-paid one-way tickets up to $20 can be purchased from the bus operator when boarding the 
vehicle. Otherwise, prepaid tickets must be purchased from the Transit Operator.
 Visitors to Hernando County who are unable to use the fixed route service because of a 
disability are eligible to use the demand response service for up to 21 days in a 365 day period. 
Visitors must present documentation from another transit agency that they are eligible for ADA 
services. If the visitor do not have ADA certification, the visitor is required to provide proof 
of visitor status, proof of their disability if it is not apparent and certify that they are unable to 
use the fixed route service.
 ADA eligible riders may bring one Personal Care Attendant (PCA). A fare will not be charged 
for a Personal Care Attendant. A PCA is defined as someone designated or employed 
specifically to help the ADA eligible individual meet their personal needs.
 A companion may accompany the ADA eligible individual if requested at the time of 
reservation and space is available. Companions pay the same fare as the ADA-eligible rider.
 All individuals traveling with an ADA eligible rider must travel to the same destination as the 
ADA eligible rider.
 Service animals are welcome on all Hernando County Transit vehicles per Florida Statute 
413.08. All other uncrated animals are prohibited.
TheBus has a set of rules and regulations specified as the “Rider Code of Conduct” (Please see 
Policy MT-003). Whether you ride the fixed-route or the demand response vehicles, all riders
must adhere to the code of conduct. 
3) Bus Operator Assistance
The bus operator will:
 Attempt to notify passengers of arrival by sounding the vehicle’s horn, ringing the 
rider’s doorbell, or knocking on the front door.
 Assist passengers in boarding and exiting the vehicle.
Demand Response Service Guide – Updated September 2017 4
 Deliver the passenger to the curb of their destination or nearest entranceway if 
additional assistance is required.
 Assist with the securement of wheelchair and mobility devices.
Minimal assistance DOES NOT include:
 Assistance getting in or out of a wheelchair.
 Assistance in getting ready for the trip.
 Administering medication or oxygen.
 Assisting passengers in wheelchairs up or down stairs.
 Assisting passengers up and/or down ramps.
 Assistance in carrying personal belongings or purchases.
 Providing personal care for individuals.
Each passenger is responsible for their belongings, and all carry-on items are limited to what the 
passenger can physically carry aboard without making additional trips. Carry-on items must be 
properly stored underneath the seat or on the lap of the rider.
For your safety items cannot be stored in the aisles or in designated wheelchair spaces of the 
vehicles.
4) Late Cancellation/No Show Policy
The Demand Response Program acknowledges that occasionally situations will arise that result in 
a passenger needing to cancel or miss a scheduled trip. However, frequent and excessive late 
cancellation and/or no-show of scheduled trips negatively affect the efficiency of the service and 
the cost of providing the service. Our goal is to educate the passengers on this policy in order to 
reduce the incidences of late cancellations and/or no-shows.
A late cancellation is when users do not provide sufficient time for the transit system to adjust 
scheduling to not be affected by the cancellation. TheBus considers a late cancellation as anything 
less than one (1) hour before the originally scheduled trip. To cancel a trip, the passenger must call
(352) 754-4890.
A no-show of a scheduled trip is when a passenger is not at the designated pick up location at the 
scheduled time of the trip or refuses the trip. TheBus will take every step possible to ensure that a 
rider is an actual no-show before canceling the trip. Bus operator will wait up to five (5) minutes 
before determining the rider is a no-show.
No-shows that are out of the rider’s control will not count against rider. TheBus will enter the late 
cancellation/no show into the rider’s file and will keep track of the offenses. 
5) Sanctions and Appeals
Listed below are the sanctions for service suspension if a rider consistently violates the late
cancellations/no show policy. The Demand Response Program will track scheduled trips, no 
shows, and late cancellations by rider. Each leg of the trip will be treated separately. All riders 
Demand Response Service Guide – Updated September 2017 5
will be issued a written notification after the first offense, and notifications will include a list of 
the late canceled or no-show of scheduled trips. The Demand Response Program will notify riders 
which meet both of the following criteria within a 30-day period:
1. No shows/late cancellations representing 10% or more of scheduled trips, and
2. The rider has three (3) or more no-shows
When a rider violates the no show/late cancellation policy, the following progressive action is 
taken: 
1. First and second offense – the rider will receive a verbal warning. Verbal warnings given 
to rider will be documented in the rider’s file.
2. Third offense– the rider will receive a 1-day suspension
4. Fourth offense – the rider will receive a 3-day suspension
5. Additional violations will result in a 7-day suspension
All riders have the right to appeal any written notification they receive regarding their offense. 
Riders will be allowed to continue to use the service until their appeal is decided. All riders will 
receive a written notification of their appeal decision. All appeals must be reported to the 
General Manager at (352) 754-4890 or by mail to 700 Aeriform Drive, Brooksville, FL 34601.
Contact Information
Please contact TheBus at (352) 754-4890 or (352) 754-4444. If this guide or any service 
document needs to be accessible in a format required by a rider to use the system, please contact 
TheBus for assistance

Policy number:
MT-005
Dates:
Adopted 5/17/2005
Revised 4/28/2015
Policy Title:
Transit Fare Modification Policy
Department:
Planning Department/Mass Transit
The Federal Transit Administration (FTA) requires all recipients of federal transit funds to adopt a 
policy for soliciting public comment prior to a fare increase being implemented. The objective 
of the policy is to establish mass transit fare guidelines and to give the public sufficient notice to 
learn about and to comment on fare increases.
Fare Increases
Proposed fare increases will be presented to the Hernando County Board of County 
Commissioners for consideration prior to the Board authorizing the commencement of a public 
comment period. Once the Board of County Commissioners has authorized the public comment 
process to begin, the Transit Division will begin a minimum public comment period of thirty (30) 
days.
The public comment period will start on the day a public notice of a proposed fare increase is
advertised in the newspaper. The public notice will include information on proposed action, the 
address where public comments can be sent, and the date and time of the public hearing. 
Information concerning the public notice will also be posted on THE Bus website 
(www.HernandoBus.com). Other available means of public notice shall include posting notices 
on transit vehicles to communicate the proposal with the public.
A summary of public comments will be maintained by the Transit Division, and provided for the 
public and the Board of County Commissioners to review. Upon completion of the public 
comment period, an advertised public hearing will be scheduled before the Hernando County 
Board of County Commissioners for final action. Once final action has occurred, the Fare Policy 
will be updated consistent with the final action of the Board.
Fare Structure (As of10/1/2008)
One way Regular $1.25
Reduced* $0.60
One way Tickets Booklet of 12 $10.00
Booklet of 18 $15.00
Transfers $0.50
Monthly Passes Regular Monthly Pass $25.00
Reduced Monthly Pass* $12.50
Quarterly Pass Jan-Apr/May-Aug/Sept-Dec $50.00
Student Summer Pass*** May 15 – August 31 $25.00
Children (ages 6 and under) Free
ADA Eligible** Free
 Riders must present their Reduced Fare Photo ID upon boarding
** Riders must present their ADA Eligibility Card upon boarding
*** New pass introduced May 2015 
Riders are required to pay cash, present a ticket, present a pass or present a current ADA 
Eligibility Card or Reduced Fare Photo ID upon boarding. Demand Response riders may pay by 
cash or check. When paying a fare, exact change is required.
Monthly bus passes are sold at the County Libraries (Main, West Hernando Branch and Spring 
Hill Branch), Tax Collector, Brooksville City Hall and Pasco-Hernando State College. These 
locations will accept cash, money order or credit cards. No personal checks will be accepted. 
Other locations may be added by the Transit Division

Policy number:
MT‐007
Dates:
Adopted 5/17/2005
Revised 5/13/2013
Revised 4/28/2015
Policy Title:
Transit Service Modification Policy   
Department:
Planning Department/Mass Transit
The Federal Transit Administration (FTA) requires all recipients of federal transit funds to adopt a
policy for soliciting public comment on major service modifications. The objective of the policy is
to establish mass transit guidelines for service reductions and enhancements that give the public
sufficient notice to learn about and to comment on service modifications.
Definitions
‐ Major Service Modification means a change that impacts more than 20 percent of service
based upon the decrease or reduction in route mileage or changes in service hours of a
route.
‐ Service Enhancement means improvements made to the current service such as
increasing service hours, reducing headways, adding a new route, realignment of routes
or any other type of change that improves the quality of the service currently provided.
‐ Temporary Service Change means short term changes to routes caused by road
construction and maintenance, road closures, emergency road conditions, fiscal crisis,
civil (and labor) disputes, or any other uncontrollable circumstances and seasonal service
(e.g., summer service) that last for 180 days or less.  
‐ Minor Route Shift means the movement of a route to an immediately adjacent road
within the same local travel corridor. Additionally, it includes the change of access to and
egress from facilities along a bus route.  
Procedures for a Major Service Modification or Service Enhancement  
Proposed Major Service Modifications and Service Enhancements will be presented to the
Hernando County Board of County Commissioners for consideration prior to commencement of
a public comment period.  
Once the Board of County Commissioners has authorized the public comment process to begin,
the Mass Transit Division will begin a minimum public comment period of thirty (30) days.
The public comment period will start on the day public notice of a proposed service modification
or enhancement is advertised in the newspaper. The public notice will include information on
proposed action, the address where public comments can be sent, and the date and time of the
public hearing.  
Information concerning the public notice will also be posted on THE Bus website
(www.HernandoBus.com). Other available means of public notice shall include posting on transit
vehicles to communicate the proposal with the public.
A summary of public comments will be maintained by the Mass Transit Division, and provided
for the public and the Board of County Commissioners to review.   Upon completion of the
public comment period, an advertised public hearing will be scheduled before the Hernando
County Board of County Commissioners for final action.  Once final action has occurred, the
service modification or enhancement will be implemented in accordance with an approved
schedule.
Procedures for Temporary and Minor Route Changes  
Temporary and minor route changes are exempt from the formal process to obtain public
comment for service modifications and enhancements. However, the Transit Operator and the
Hernando County Mass Transit Division will make good faith efforts to inform the public and
explain minor route changes. The changes will be announced to the public on THE Bus website
as well as in the interior of the buses. Press releases and other forms of communicating with the
public may be utilized to provide notice of the change

• Service animals are permitted to accompany their owner on TheBus.

Children under the age of 12 must be supervised by an individual 16 years or older. A car seat is not required, but for your child’s safety they should always stay seated and never be left unsupervised. Children over the age of 12 may ride alone, but should follow these steps:

• Children should carry identification showing their name, address, home phone number and the name and phone number of the person who will be meeting them.
• Parents and guardians should review the details of the trip with their child prior to travel, including the bus route they will be riding and the locations where they will be getting on and off the bus. We urge you to establish a specific location at the destination point of where your child will be met.
• No child should be traveling unaccompanied during hours of darkness.

The most important point is to make sure that the child knows that if they have any questions or problems, they should request assistance from the bus driver.

Yes, all fixed-route buses are equipped with bike racks on the front of the vehicle. Please see the Riders Guide, Bike on Buses.

• For safety reasons, riders cannot wave at the bus to stop and must board at a designated bus stop. Every bus stop along the fixed-route has a bus stop sign posted. you can find the closest bus stop to you in our Bus Stop Inventory located under Riders Tools in our menu.

TheBus currently connects with Pasco County. The transfer point with PCPT is located at the Scheer Commerce Center located on Emerald Beach Blvd. between US 19 and Bachmann Avenue. TheBus does not connect with Citrus County.

TheBus serves both the North Campus in Brooksville and the Spring Hill Campus on US19.

• The Hernando County BOCC’s fixed-route (TheBus) and ADA demand response service are funded by grants from the Federal Transit Administration (FTA), the Florida Department of Transportation (FDOT), and a required County match of local funding. Fare and advertising revenues partially offset the systems operating expenses and funding totals. Net eligible operating costs are reimbursed 50% by Federal grants, 25% by State grants, and 25% local funding match. Eligible capital costs are reimbursed at 100% by Federal grants.

• The fixed-route currently operates on 60 minute headways. Headways are the amount of time it takes a transit vehicle to return to a designated stop once it has departed.

• A standard one-way fare is $1.25. Please see our Fares and Passes section for a complete listing of regular and discounted fares for both the fixed-route and ADA (Americans with Disabilities Act) demand response service.

• Yes, the exact change is required before boarding because the bus drivers do not carry change for safety reasons. Passengers are required to pay cash, present a transfer ticket or token, or show a current pass or ADA Eligibility Photo Identification Card upon boarding.

For your safety and the safety of others, immediately inform the bus operator of any suspicious person, package, or activity.

• Currently, TheBus offers different types of fares and passes. Please visit the Fares and Passes section.

There are currently three types of public transportation services available to residents of Hernando County. The Hernando County Board of County Commissioners provides fixed-route and Americans with Disabilities Act (ADA) demand response service. Fixed-route service operates along a designated route with set stops on a predetermined schedule. ADA service provides curb-to-curb service (including a connection to the fixed route service) to eligible riders within 3/4 mile on either side of a fixed-route. ADA service is required when providing a fixed-route service. For additional information on the ADA service, eligibility requirements and/or how to apply for rider status, please visit the ADA Service.

Transportation Disadvantage

• Service is provided door-to-door for county residents that are unable to drive or do not have available transportation due to age, income or disability. The State’s Commission for the Transportation Disadvantaged contracts with Mid-Florida Community Services Inc. d/b/a Trans-Hernando to provide this transportation service. To use this service, the rider will have to contact Trans-Hernando by calling (352) 799-1510.

• All lost articles found on buses by operators will be turned in to the office.  Any article not claimed by the owner within 90 day period will be disposed. No food items will be kept in Lost & Found. Please call (352) 754-4444 for more information.

• TheBus schedule and route map are available in a printing format or you can call our offices to request the schedules, please call (352) 754-4444 for more information.

Based upon population growth the County identified the need for additional public transportation service. It is estimated to cost approximately three times more to provide a Transportation Disadvantaged (TD) trip than to provide for a trip on TheBus. In addition, funding for any potential service expansion of the TD system was limited and therefore would require substantial local funding to meet the identified need for service. Due to funding and capacity limitations associated with the TD service and the demand for public transportation, the fixed route service (TheBus) was established to meet additional transportation service demand. Local funding is leveraged with available Federal and State grants to provide TheBus service.