All County Connection buses have either a passenger lift or ramp. County Connection’s regularly scheduled, fixed-route bus service can be just as convenient for disabled and senior patrons as our dial-a-ride LINK service. Lower fares and expanded times of operation make fixed-route bus service a valuable alternative for many customers. Of course, we are aware that many dial-a-ride LINK riders may be unable to use fixed-route bus service. However, if you are able, and live close to a bus stop, fixed-route transit may fulfill your transit needs.
County Connection is committed to ensuring that it complies with the Americans with Disabilities Act (ADA), including section 49 CFR Parts 27 and 37. Transportation entities are require to make reasonable modifications/accommodations to policies, practices and procedures to avoid discrimination and ensure that programs are accessible to individuals with disabilities.
Any person who wishes to file a complaint regarding a request for Reasonable Modification or alleging any action by County Connection prohibited by the Americans with Disabilities Act (ADA) regulations, may file a written complaint.
Complaints should be mailed, emailed, or faxed to:
Manager of Accessible Services
2477 Arnold Industrial Way
Concord CA, 94520
Fax: (925) 687-3247
- To file a complaint, the attached complaint form should be completed and submitted.
- All complaints must be submitted in writing. If the complainant is unable to write because of a disability and needs assistance in completing the form, County Connection staff will assist by scribing the complaint by phone. Please call the Manager of Accessible Services at 925-680-2098 or dial 711 for the California Relay Service.
- County Connection will begin an investigation within fifteen (15) working days of receipt of a written complaint.
- County Connection will contact the complainant in writing no later than thirty (30) working days after receipt of complaint for additional information, if needed. If the complainant fails to provide the requested information in a timely basis, County Connection shall administratively close the complaint.
- County Connection will complete the investigation within ninety (90) days of receipt of the complaint. If additional time for investigation is needed, the complainant will be contacted.
- A written response will be prepared by the Manager of Accessible Services which will include a summary of the findings and recommended action. The complainant will have fifteen (15) working days from receipt of the response to appeal. If no appeal is received, the complaint will be closed.
ADA Compliance Complaint Appeals Process
A complainant who is not satisfied with County Connection’s response to a complaint regarding a request for reasonable modification or alleging any action by County Connection that is prohibited by the Americans with Disabilities Act (ADA) regulations has the right to appeal. Information about how to submit an appeal via US mail is included in the response to the complaint.
The Reasonable Modification/Accommodation Appeals Panel consisting of an County Connection Accessible Services Representative, a member of the County Connection Accessibility Advisory Committee and an County Connection Customer Relations Representative will hear the appeal. The appeal date and time will be established based on the availability of the three (3) member panel and within calendar 21 days of the date of the appeals request.
The panel will meet and make a decision based on information from the appellant, ADA regulations and exceptions to the rule spelled out in the regulation. These exceptions are:
- When the modification/accommodation would cause a direct threat to the health or safety of others,
- Would result in a fundamental alteration of the service,
- Would not actually be necessary in order for the individual with a disability to access the entity’s service, or
- Would result in an undue financial and administrative burden (for recipients of Federal financial assistance).
Reasonable Modifications Policy
County Connection is committed to providing safe, reliable and accessible transportation services for people in Contra Costa County. To ensure equality and fairness, County Connection is committed to making reasonable modifications to its policies, practices and procedures to avoid discrimination and ensure programs and services are accessible to individuals with disabilities.
Please note, a request for a reasonable modification will not be considered if it would:
- Fundamentally alter County Connection’s services or programs
- Create a direct threat to the health or safety of others
- Not be necessary to use County Connections services
- Cause an undue financial and administrative burden
You may make a request online or via phone, email or mail. Please contact Rashida Kamara, Manager of Accessible Services at:
2477 Arnold Industrial Drive
Concord CA 94520
Phone: (925) 680-2098
Boarding In A Wheelchair
All County Connection vehicles are equipped with rider lifts or ramps that meet ADA specifications. All lifts will accommodate mobility devices such as wheelchairs and three-wheeled scooters up to 48” long by 30” wide with a combined weight of up to 800 lbs. including the passenger. Mobility devices that exceed these specifications may not be able to be accommodated.
Passenger lifts have a platform that rises from the street up to the top of the stairwell, providing level boarding to passengers with mobility impairments. Passenger lifts and ramps are for anyone who has a condition that makes them unable to use the stairs to enter the bus, including persons using wheelchairs, walkers, crutches, or other mobility aids, and those with less visible disabilities such as arthritis, heart ailments, or breathing impairments. Inform the bus operator if you need to use the lift or ramp.
To Use A Passenger Lift Or Ramp:
- Make sure you are visible to the driver as the bus approaches.
- Allow enough room for the lift or ramp to be lowered. Make sure to stay back from the curb about four feet.
- When you are ready, the driver will lower the lift or deploy the ramp.
- Ambulatory passengers using the lift should stand on the lift facing the inside of the bus, hold onto the handrails, indicate that they are ready to be raised, and lower their heads through the doorway as the lift rises.
- Wheelchair users board the lift platform facing either forward or backward (turning space inside the vehicle is limited), set brakes, grasp the handrails, and then indicate to the bus operator they are ready to be raised.
For safety reasons it is suggested that all mobility devices be equipped with locking brakes and be free of bags, baskets and any other attachments that may interfere with the securement system. Additionally, all passengers are required to wear a seatbelt. Lap belts will be provided to passengers in mobility devices that do not have their own lap belt. Finally, please be aware that passengers in scooter type mobility devices may be asked to move to a seat.
- Back into the wheelchair securement area.
- Bus operator must apply the four-point wheelchair securement.
- Operator will secure the lap belt and shoulder harness, unless passenger requests that the lap/shoulder harness not be secured.
If requested, the bus operator will provide assistance during boarding and securement.
*Please note- County Connection has a policy requiring securement. You must agree to have your mobility device secured in order to ride.
Low Floor Coaches
County Connection operates low floor coaches as part of its fleet of accessible vehicles. Low floor coaches enable ambulatory passengers to board at curb level without the need to step up to enter the coach. Wheelchair users may board via a ramp.
Certain seats on the bus are designated as priority seating for passengers with disabilities and seniors. The bus operator may ask an ambulatory passenger occupying priority seating to move if a passenger with disabilities or a senior boards.
Bus Identification Kits
Bus I.D. kits are small, tri-fold signs that display bus route and destination information. These kits are useful for riders with visual, hearing, or speech communication disabilities.
The mini-signs alert the bus driver and encourage other sighted passengers to let the rider know when the correct bus is approaching the stop. This is especially important at BART stations and other multi-route stops.
The kits are available in Braille or low- vision styles. The bus identification kits are distributed free of charge to County Connection passengers. Contact Accessible Services at 925-676-1976 ext. 2066 or 2067 for more information.
Regional Transit Connection Discount Card Program
County Connection participates in the Regional Transit Discount Card Program which allows people with disabilities and certain veterans to ride at reduced fares on all Bay Area transportation systems. Click here for more information.
Attendants may accompany passengers with disabilities on transit trips. Attendants are entitled to pay the same discount fare as the passenger when passengers have a Regional Transit Connection Discount Card with an attendant symbol indicating that an attendant is necessary for use of public transit.
Service animals utilized for mobility assistance are welcome on County Connection buses. The following regulations must be followed:
- Service animal owners are required to pay a full fare except when presenting a Regional Transit Connection Discount Card, Medicare Card, DMV placard identification card, a Senior Clipper Card or a valid transit discount card from another California transit agency.
- Owners are not required to pay a fare for the service animal.
- Owners must have full control of their service animals and are liable according to the law.
- Guide dogs, hearing dogs, and service dogs are not required to be muzzled.
- There is no limit to the number of passengers on a bus who are accompanied by service animals.