Rider's Guide

ADA Complaint Form

Rider's Guide (PDF)

Riders Code of Conduct

What is the Rider's Guide?

The Rider’s Guide explains TheBus rider protocols and Code of Conduct for all passengers using fixed-route and demand-response services. Safety and security are a top priority, and all patrons are expected to follow established standards of behavior while on transit vehicles and at transit stops.

Failure to comply with the Rider Code of Conduct may result in loss of riding privileges. TheBus operators and management staff have the authority to document incidents and determine violations in accordance with policy.

Policies

Riders Protocol

This document explains safety procedures, boarding and seating rules, fare requirements, and accessibility guidelines to help ensure a safe and respectful ride for all passengers.

This document outlines expected behavior for all riders and explains actions that may result in loss of transit privileges to maintain a safe, orderly, and welcoming transit system.

Policy Number:  MT-001 
Date:  5/13/2014
Department:  Planning Department/Mass Transit 
Policy Title:  Reduced Fare Photo ID 

Policy Details

Overview

  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 (Applications must be submitted with a 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-Fare 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 Reduced Fare 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. 


    *: Driver’s license, passport or any government issued photo ID.

Policy Number:  MT-002 
Date: 7/22/2014
Department:  Planning Department/Mass Transit 
Policy Title:  Free Ride Days 
Policy Details:

Overview

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 followed:

    • 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/or 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
Department: Planning Department/Mass Transit
Policy Title: Rider Code of Conduct 
Policy Details:

Overview

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, deboarding 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 TheBus website at www.hernandobus.com

Policy Number: MT-004
Effective Date: 4/28/2015
Revision Date: 5/17/2016
Department: Planning Department/Mass Transit
Policy Title: Demand Response Service Policy (ADA Complementary Service)
Policy Details:

Overview

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 ADA Complementary Paratransit 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:
    • name,
    • origin and destination,
    •  the time to be at the destination and the return trip time,
    •  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 ADA Complementary Paratransit 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 an ADA Complementary Paratransit service. The service assists riders whose origins and destinations are within ¾ 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 ADA Complementary Paratransit service, users must be ADA eligible. Once the application is submitted to the Transit Operator, it will be evaluated to determine eligibility for complementary paratransit services.

Application Process

There are two ways to obtain an application:

  • Visit TheBus website at www.hernandobus.com to download a printable version, or
  • Call (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 requirements, the application will be processed within 21 calendar days of submittal. If not processed within that time, the applicant will be allowed to use the service on the 22nd day until and unless the application is denied.

Once a completed application is submitted, an interview will be scheduled to review your application.

When applicants are determined eligible, TheBus will send a written notification of ADA eligibility, along with an ADA Eligibility Photo Identification Card and an information packet. Eligibility is recertified every three (3) years.

If applicants are deemed ineligible, a written notice with the reason for the determination will be sent. Ineligible applicants have 60 days to appeal. After filing an appeal, the Transit Operator will send a written notification of the appeal determination within 30 days. 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 ADA Complementary Paratransit Services

1) Scheduling a Trip

To schedule a trip, call (352) 754-4890 Monday through Friday, 8:00 AM – 5:00 PM. Reservations must be made on a next-day basis and can be made up to 14 days in advance. On days when administrative offices are closed (e.g., Sundays or holidays before a service day), riders may leave a message on the answering machine.

When calling to schedule a trip, please have the following information available:

  1. Your name
  2. The exact pick-up address — origins and destinations must be within ¾ mile of the fixed-route system
  3. Your desired drop-off time and requested return pick-up time — if using the service for a round trip, you must schedule a return trip
  4. The exact address of your destination
  5. Whether you will be traveling with a Personal Care Attendant (PCA)

We encourage riders to call during business hours when possible. 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.

Multiple appointments in one day can only be scheduled in two-hour intervals, including ride time. For example, if dropped off at 11:00 AM, the earliest a return trip can be scheduled is 1:00 PM.

Trips to Pasco County can be arranged through TheBus in coordination with PCPT. Riders must transfer to the other agency's vehicle at the transfer point (Emerald Beach S. Blvd.) and pay the applicable fare for each agency upon boarding.

To cancel a trip for any reason, call (352) 754-4890 and leave a detailed message. Destinations may not be changed on the day of the trip.

Reasonable modification/accommodation will be provided upon request. Please fill out the Rider Request for Reasonable Accommodation/Modification Form.

Download the Reasonable Accommodation/Modification Form

2) Accessing TheBus ADA Complementary Paratransit Service

Riders should be prepared and waiting for the vehicle to arrive. The bus operator is only allowed to wait 5 minutes.

  • Riders must present their ADA Eligibility Photo Identification Card upon boarding.
  • The bus operator will collect the fare upon boarding. All riders must have exact change — drivers do not carry change.
  • Each trip must be paid upon boarding.
  • Pre-paid one-way tickets up to $20 can be purchased from the bus operator when boarding. Otherwise, prepaid tickets must be purchased from the Transit Operator.
  • Visitors to Hernando County who are unable to use the fixed route service due to a disability may use the complementary paratransit service for up to 21 days in a 365-day period. Visitors must present documentation of ADA eligibility from another transit agency, or provide proof of visitor status, proof of disability (if not apparent), and certify that they are unable to use the fixed route service.
  • ADA eligible riders may bring one Personal Care Attendant (PCA) at no charge. 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 rider 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.
  • 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 outlined in the Rider Code of Conduct (Policy MT-003). All riders — whether on fixed-route or paratransit vehicles — 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 doorbell, or knocking on the front door
  • Assist passengers in boarding and exiting the vehicle
  • Deliver the passenger to the curb of their destination or nearest entranceway if additional assistance is required
  • Assist with the securement of wheelchairs and mobility devices

Minimal assistance does not include:

  • Assistance getting in or out of a wheelchair
  • Assistance getting ready for the trip
  • Administering medication or oxygen
  • Assisting passengers in wheelchairs up or down stairs
  • Assisting passengers up or down ramps
  • Assistance carrying personal belongings or purchases
  • Providing personal care for individuals

Each passenger is responsible for their belongings. All carry-on items are limited to what the passenger can physically carry aboard without making additional trips and must be stored underneath the seat or on the rider's lap. Items cannot be stored in the aisles or in designated wheelchair spaces.

4) Late Cancellation/No-Show Policy

The ADA Complementary Paratransit Program acknowledges that situations may occasionally arise requiring a passenger to cancel or miss a scheduled trip. However, frequent and excessive late cancellations and/or no-shows negatively affect service efficiency and cost. Our goal is to educate passengers on this policy to reduce such occurrences.

A late cancellation is when a rider does not provide sufficient notice — TheBus considers anything less than one (1) hour before the scheduled trip a late cancellation. To cancel a trip, call (352) 754-4890.

A no-show occurs when a passenger is not at the designated pick-up location at the scheduled time or refuses the trip. TheBus will take every step possible to confirm an actual no-show before canceling. The bus operator will wait up to five (5) minutes. No-shows outside of the rider's control will not count against the rider.

The program will notify riders who 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. Three (3) or more no-shows

Progressive disciplinary action:

  1. First and second offense — verbal warning (documented in rider's file)
  2. Third offense — 1-day suspension
  3. Fourth offense — 3-day suspension
  4. Additional violations — 7-day suspension

All riders have the right to appeal any written notification. Riders may continue using the service until their appeal is decided and will receive written notification of the appeal outcome. Appeals must be directed 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 provided in an accessible format, please contact TheBus for assistance.

Policy Number: MT-005
Adopted Date: 5/17/2005
Revised Date: 4/28/2015
Department: Planning Department/Mass Transit
Policy Title: Transit Fare Modification Policy
Policy Details:

Overview

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 TheBus website. 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 Ticket Booklets:
      • 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

*: 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
Adopted Date: 5/17/2005
Revision Date(s): 5/13/2013, 4/28/2015
Department: Planning Department/Mass Transit
Policy Title: Transit Service Modification Policy   
Policy Details:

Overview

The Federal Transit Administration (FTA) requires all recipients of federal transit funds to adopt apolicy 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 TheBus website. 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 TheBus 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.

Transit (TheBus)

📞 Contact Us

Transit (TheBus)

Administrative Office
1525 E Jefferson St.
Brooksville, FL 34601

Operations Office
700 Aeriform Dr.
Brooksville, FL 34601

Transit (TheBus)

Customer Service

Phone: (352) 754-4444
TTY Service: Dial 711

ADA Line: (352) 754-4444
TheBus@hernandocounty.us

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