Rider Handbook

Passenger Behavior

Piatt County Public Transportation (Piattran) requires all passengers to be courteous and considerate of other passengers and the driver.  Instructions from the driver are to be followed by all passengers.  Behavior that may affect the safety of other passengers, the driver, or creates an inappropriate or hostile environment for others will not be tolerated.  Inappropriate behavior, conditions, or actions such as eating, drinking, use of tobacco products, foul language, lack of personal hygiene, threatening or disruptive behavior, bothering of other passengers, horseplay, fighting, carrying of weapons, possession of illegal drugs or substances or having open containers of alcohol on the vehicle may result in you being suspended from riding Piattran vehicles and you may be reported to local law enforcement.  Piattran management will investigate incidents and determine appropriate action.  Piattran management reserves the right to suspend or terminate future transportation service to anyone. Appeals or requests for further assistance with the appeals process should be directed to:

​Piattran
Attn: Jami Trybom, Transportation Director
1925 N Market Street, Monticello, IL 61856
(217) 762-7821

Decisions by PIATTRAN management with regard to this policy may be appealed in writing to the Piatt County Transportation Committee. Decisions by the Piatt County Transportation Committee are final.

 

The following information is designed to clarify the expectations of Piattran riders, drivers, and other employees to promote safety, efficiency, and effectiveness.

 

​Passenger Complaints

Piattran strives to offer safe, affordable and on time service.  Piattran personnel should always be friendly and courteous.  If you find your service experience did not meet expectations, you may contact Administration for problem resolution.

​Piattran
Attn: Jami Trybom, Transportation Director
1925 N Market Street, Monticello, IL 61856
(217) 762-7821

director@piattran.org  

 

Upon receipt of written complaint, contact will be made within 3 business days to discuss the complaint.

 

What is Piatt County Public Transportation?

Piattran is a demand-response, door-to-door public transportation service which serves all populations.  Demand-response means that riders call the dispatch office in advance to schedule their trip. Door-to-door means that drivers assist you from your home and assist you back to your door in a safe manner. ​All able-bodied passengers are given curb-to-curb service meaning you are picked up in front of your home and delivered in front of your destination.

​Please note, Piattran is NOT an emergency medical transportation service, and our drivers are NOT paramedics.  If you are experiencing a medical crisis, please call 911.

 

Piattran drivers are required to assist passengers to and from the bus, on and off the bus, and assist with adaptive equipment.  Drivers are required to secure passenger wheelchairs and assist with packages. Piattran drivers can NEVER cross the threshold of your home.

 

​Public Transportation Hours

Public transportation hours are 6:00 am to 5:00 pm and the dispatch office hours are 7:00 am to 5:00 pm Monday through Friday.  The telephone is equipped with voicemail so you may leave a message before or after office hours. You cannot schedule transportation through this service. 

 

Service Interruptions

In case of service interruptions (snow, ice, fog, etc.) please understand that we may be running behind or unable to run at all for the safety of our drivers and our passengers.  We want to ensure safety and will take all precautions necessary to provide safe travel for all of our riders.

If there are any schedule changes due to bad weather, Piattran will contact riders who have a scheduled trip by phone.  We will also make announcements of any schedule changes due to bad weather via our Facebook page and by the following stations:

                        WAND                        WCIA                          Mix 94.5

 

Passenger Registration

We ask that first time passengers register with the dispatch office 24 hours before needing a ride by downloading a rider intake form from our website or by stopping into the office and filling out a form. 

 

Additionally, we ask that these forms are updated on an annual basis, so that we can keep our records up to date.

 

Trip Locations

You can use Piattran to go anywhere.  Some examples of trips include:

1. Shopping Trips: including trips to the grocery store, pharmacy, Wal-Mart, etc.

2. Various Reasons: such as visiting friends or family, club activities, beauty or barber shop appointments, visitations, banking, business matters, etc.

3. Doctors’ Appointments: doctor’s offices, medical facilities, dialysis, cancer centers, outpatient surgery, and hospitals.

4. Work Trips: take Piattran to get to work/home and for volunteering.

5. Education: For classes scheduled during our hours of operation.  In addition, we take people to day care centers and pre-schools.  For school-age transportation to local elementary and secondary schools, the students must reside outside the Community Unit School Bus service area. 

6. Senior Centers and Nutrition Sites: for meals, classes, recreational activities, assistance with forms such as Medicare, energy assistance, etc.

 

Reservations

Reservations can be made Monday through Friday 7:00 am to 5:00 pm by calling 217-762-7821.  24 hour (business day) advance registration is required, but same day requests may be possible if space permits.

Please note due to availability we may be unable to accommodate all requests but will offer other dates and/or times that are available to assist you in meeting your needs.

 

Drivers are not allowed to make reservations from their vehicle. A rider must call the dispatch office to reserve your ride. When scheduling appointments please note that we have the most between 10:00 a.m. and 1:00 p.m.

 

Pick Up and Return Rides

Your pick-up window is 15 minutes before and 15 minutes after your scheduled pick-up time, so please be ready 15 minutes before your scheduled pick-up time.  After waiting 5 minutes after the scheduled pick up time, the driver will be instructed to leave.

Please be ready when your bus arrives.  Passengers who are prompt help us to be on time for the next rider, which enables us to provide better and faster service for everyone. Upon arrival the driver will honk (if necessary).

 

Because the buses are routed prior to your pick-up time, we may not be able to come back and get you until the next scheduled time the driver is in your area.

Adequate time for vehicle boarding and disembarking will be allowed.

 

Cancellations

If you need to cancel your trip, please call as soon as possible.  At a minimum, you must call the dispatch office 217-762-7821 one (1) hour before your scheduled pick-up time. 

 

By cancelling if you don’t need a ride, we can avoid unnecessary trips and keep costs and inconvenience to other passengers down.

Thank you for your cooperation.

 

Escorting Passengers

Occasionally we have passengers that need special attention while they are on the bus or when they arrive at their destination.  Because of this we allow an escort to accompany the passenger, who needs/requires special attention at no charge.  Only one non-paying escort is allowed per passenger.

 

Packages

Piattran provides a limited package pick-up for riders. This shall be done only on existing runs and shall be charged as a one-way trip.  Piattran will not be responsible for payment of the package. You must make prior payment arrangements. 

​Piattran reserves the right to limit the weight and size of an article to be transported.  If the article will interfere with the normal access of passengers, Piattran may refuse to transport the package.  This generally applies to articles more than 50 pounds or eight (8) cubic feet in size.

​If requested, drivers can assist with carrying packages on/off the vehicle.  Drivers can carry packages to your door but cannot take them beyond this point as drivers are not allowed to enter a business, agency, or home at any time.

Piattran is NOT responsible for your personal items or packages.  Piattran assumes no responsibility for damage, breakage, or loss of parcels.

 

Carry-on Items

Please do not leave carry on packages, bags, or other personal items in a doorway or aisle that may cause the driver or other passengers to trip.  Your personal items should be secured in such a way to allow the driver to move freely; not block windows or emergency exits; and protect riders from injury if carry on packages fall or shift.

​Piattran does not allow common items such as gas cans, or flammable items such as gasoline or propane on the bus.  All packages and articles such as book bags, lunch boxes, etc. are subject to search for safety reasons.

 

Passenger Guidelines

Our goal is safe, efficient, and responsible transportation for our passengers.

 

You can help us meet this goal by observing the following guidelines:

• Drivers will not wait more than 5 minutes for passengers.

• All passengers must wear seat belts at all times.

• Piattran will secure respirators and portable oxygen for passengers as needed. Drivers are only responsible for respirators and portable oxygen tanks at the time of securement.

• Piattran will not be responsible for checking/signing persons in or out of any facility.  If a personal care attendance is needed, it is the responsibility of the passenger/facility to provide one.

• Passengers are not allowed to ride the vehicle for recreational purposes (example: riding around town to sight see or riding along just to visit with other passengers.)

• Requests for a specific driver cannot be accommodated.

• Passengers are required to comply with any ongoing recommended guidance regarding safe practices concerning the spread of infectious disease.

• Inappropriate conditions or behaviors:

  • Improper dress (examples: no shirt, no shoes, etc.) Proper attire includes shirts; pants, shorts, skirts; and foot covering, such as shoes, sandals, or socks.

  • Damaging or disfiguring the vehicles (interior or exterior)

  • Removing any items from the vehicle not belonging to the passenger (examples: fares, donations, blankets, fire extinguisher, supplies, tools, etc.)

  • Physical or verbal abuse of the driver, staff, or other passengers

  • No loud music – ear buds must be worn

  • Cell phone volume must be minimal – no speaker phone

• ABSOLUTELY NO (while on Piattran Vehicles):

  • Eating

  • Drinking – no open containers

  • Smoking/Vaping

  • Standing

  • Taking non-prescription drugs

  • Riding while under the influence of alcohol or illegal drugs

  • Use of tobacco products

  • Possession of weapons

  • Transportation of hazardous substance (acids, gasoline, oil, fuels, etc.)

 

• In addition

  • Passengers cannot demand changes in the schedule, or request to be picked up first or last.

  • Personal grooming habits, which are consistently offensive to a majority of other passengers, will be discussed with the passenger privately, and may be cause for further action.

  • If you need assistance, please wait for the driver to help you on and off the vehicle.

  • Please don’t tip the driver or give them gifts.  Piattran has a donation box on each bus, you are welcome to put a donation in.

 

Failure to follow these guidelines may result in suspension or termination from Piattran.

 

Any additional action by a passenger, which may endanger the safety of the passengers, driver, or vehicle itself, may be cause for disciplinary action or refusal of service.  Piattran reserves the right to refuse transportation to persons violating guidelines.

 

Escort Policy

Escorts are people that travel at no charge to assist a passenger with a special need.  Piattran requests notification if an attendant will be accompanying the passenger to allow for a seat to be available. Escorts can help the rider carry packages and escort them safely through the door of their home or destination.

In a door-to-door public transportation system, like Piattran, drivers may assist a passenger from their home to their destination, but drivers cannot cross the threshold of the rider’s home or destination to carry parcels, packages, grocery bags, etc.  Assistance is from the door – to the door ONLY.  The driver may not go inside; therefore, having a friend, neighbor, or family member ride as an escort can be helpful for persons with special needs.

 

Service Animals

Service animals are permitted on Piattran vehicles.

 

If you have a service animal that will accompany you, please let the dispatcher know when scheduling your appointment.

 

A service animal is any guide dog, service dog, or any other animal individually trained to work or perform tasks for an individual with disabilities, including, but not limited to, guiding individuals with impaired vision, alerting individuals with impaired hearing to intruders or sounds, providing minimal protection or rescue work, pulling a wheelchair, or fetching dropped items.

 

DOT, Americans with Disabilities Act – Transportation Regulations, 49CFR 37.167(d), 46,267

 

Non-service animals

Animals which are typically, or reasonable domesticated pets are allowed on the vehicles if an animal carrier is used and dispatch is notified ahead of time.

 

Lift/Ramp and Securement Use

If you have limited mobility (cannot easily climb steps you may ask to use the lift or ramp to get on or off the bus.  Please let dispatch know if you would like to use it when scheduling your trip.

 

To keep riders who use wheelchairs or other mobility devices safe, Piattran uses a securement system.  Drivers will secure the wheelchair or mobility device with the assistance and/or permission of the rider.

Piattran will not require a rider who uses a mobility device to transfer to another seat.

Drivers are expertly trained in passenger safety and will assist with all lifts, ramps, and securement systems.

 

Fares

Cash Fares and Auto Pay rates for regular service is charged based on demographic grouping defined below:

• ​Under 6 - Rides for free if accompanied by a fare paying adult rider

• Student - Under 18 / Attends College or Job Training Program

• Adult - Ages 19 thru 59

• Senior - 60 and Over

• Disabled - Completes rider registration form detailing disability

 

​No Show & Last-Minute Cancellations

The regulations permit transit providers to suspend transit service to those persons who establish a “pattern or practice” of missing scheduled rides (“no-show”). Service can be suspended for a “reasonable period of time.” When a person has scheduled services, he/she has the responsibility to be ready a minimum of 15 minutes early and to board the vehicle no later than 5 minutes after it arrives or to cancel the trip within a reasonable period of time, i.e. a minimum of one hour or more before the scheduled pick-up time.  Services cancelled within the one hour prior to service timeline will be considered a no-show.

 

Piattran will maintain records to keep track of no-show incidents.  After the third no-show incident, a verbal warning will be provided to the rider.  If you are a “No-Show” all subsequent trips for that day will be automatically cancelled unless you telephone Piattran and confirm that you still need your other trips at the time that the no show occurs.

 

Each successive no-show will be charged at the cost of one leg of the trip. Services will continue to be provided through six no-shows.  Once he/she reaches the sixth no-show and it totals at least 50% of their rides within a 30-day period, services will be suspended until such time as he/she pays the outstanding no-show fees. 

 

Client information will be reviewed on the 15th of each month.  Clients determined to have chronic no-show problems may be suspended for up to thirty days to allow room for those clients who really need and will use the service.  Determinations will be made on a case-by-case basis and are at the sole discretion of Piattran.

 

Any rider who creates alias names in the system in order to avoid paying penalty fees will be permanently removed from service based upon a determination of fraud to the County.

 

Payment Options

• Auto Pay is the best option for the frequent rider. By providing a credit/debit card to us, it will reduce your overall fare prices. At the end of each month, or the beginning of the next, all rides taken in the previous month will be charged to the payment option provided.  For example, all September rides will be charged within the first 15 days of October.  You are only charged for the exact rides taken. ​

• Cash Fare is usually paid by the infrequent rider. Please have the correct fare ready to pay as you board. Drivers do not carry change.

• IL Medicaid and Managed Care Insurance recipients may be eligible for non-emergency medical transportation. If you plan on using this coverage for your fares, please call your insurance carrier for approval.

• Agency Service Contracts can be negotiated with Piattran to provide transportation for your customers.

• Seniors over 60 who are registered riders are charged a discounted rate. Donations are appreciated.

 

​Appeals Process

A passenger may appeal the suspension of any riding privileges resulting from disruptive behavior by contacting the Director, Jami Trybom, at 217-762-7821 or via email at director@piattran.org within five (5) business days of receiving notification of the suspension. 

Additionally, if you further wish to appeal the above process, a written appeal can be sent to the Piatt County Transportation Committee, consisting of three board members.  Meetings for the Transportation Committee occur the first Thursday of the month, and the schedule of meetings can be found at www.piattcounty.org. This appeal may be submitted to the Piatt County Transportation Committee by mailing a written appeal to 1925 N. Market Street, Monticello, IL 61856.  This appeal must be sent within ten (10) business days of receiving the outcome of the first appeal. 

 

 

HOURS OF OPERATION                                           Contact Us

Demand Response Routes                                                               Piattran
Monday - Friday – 6:30AM - 5:00PM                                             1925 North Market St.
Saturday – Closed                                                                              Monticello, IL 61856-8144
Sunday – Closed                                                                                 Ph (217) 762-7821
Office Hours: Monday-Friday……8am-5pm