Para Express

Public transportation for people with disabilities

Para Express2023-05-23T13:23:09-04:00

Become a Para Express Rider

The Para Express is public transportation for people whose disability prevents them from using the City Express fixed route service.

It provides complementary door-to-door para-transit services.

If you are a person with a disability, you or your care provider may request an application.

Where does the Para Express operate?

The Para Express will pick up or drop off customers within 3/4 mile of the City Express fixed route service.

When does the Para Express operate?

The Para Express operates the same hours as City Express buses, from 8 a.m. to 4:30 p.m. on weekdays, excluding holidays.

Red and Black Routes:
Monday through Friday from 8 a.m. – 4:30 p.m.

If you are a person with a disability, you or your care provider may request an application.

Trip Request Line: Call 603-352-8494

TTY use 711

Frequently Asked Questions

How do I become a Para Express rider?2023-02-20T11:38:41-05:00

The Para Express is complementary paratransit service to the City Express fixed route service to allow everyone access to the mobility that public transportation provides. If you are a person with a disability, you or your care provider may request an application to determine your eligibility for Para Express services by calling 603-352-8494. Information is also available in accessible formats.

The completed application may be submitted in person or mailed to:

Transportation Program at HCS

PO Box 564

312 Marlboro Street

Keene, NH 03431

 

  • A follow-up may be scheduled with a healthcare professional from HCS to verify your transit disability.
  • An eligibility determination will be made within 21 working days after the application and healthcare verification are received.
  • You will receive a letter from the City Express with your eligibility determination. If you are eligible, you will be certified for a specific period of time, usually 6 months up to 2 years. Eligibility may also be granted on a seasonal or trip by trip basis. This will be outlined in your eligibility letter. You will need to reapply prior to your expiration date for recertification. The Para Express will send you a new application prior to your expiration date as a reminder to avoid any lapse in service.
  • If you are not eligible, you may appeal the determination. The procedures for appeal will be outlined in the determination letter.
How do I schedule a trip?2023-02-20T11:33:52-05:00

Trip Request Line – 603-352-8494

TTY: 711 or 800-735-2964

Trip requests can be made Monday through Friday from 8:00 a.m.—5:00 p.m. Next day reservations must be made by 4:30 p.m. On Sundays, a voicemail can be left for the dispatcher to call you back on Monday. If leaving a voicemail, remember to leave a call back number.

Be sure to tell the dispatcher:

✓ The date and time of your appointment
✓ Where you would like to be picked up
✓ Where you are going
✓ If you will need a return ride, and when you will need that ride

Trip requests may be made up to 14 calendar days before your intended trip. You may cancel your ride up to one hour before the scheduled pickup time.

 

When can trip requests be made?2023-02-20T12:16:50-05:00

Trip requests can be made Monday through Friday from 8:00 a.m.—5:00 p.m. Next day reservations must be made by 4:30 p.m. On Sundays, a voicemail can be left for the dispatcher to call you back on Monday. If leaving a voicemail, remember to leave a call back number.

Be sure to tell the dispatcher:

  • The date and time of your appointment
  • Where you would like to be picked up
  • Where you are going
  • If you will need a return ride, and when you will need that ride

Trip requests may be made up to 14 calendar days before your intended trip. You may cancel your ride up to one hour before the scheduled pickup time.

Trip Request Line: 603-352-8494

TTY: 711 or 800-735-2964

 

What is the fare?2021-02-26T14:31:26-05:00

The fare to ride the Para Express is $2.00 per one way trip. Personal Care Attendants (PCA’s) ride free. Companions may ride with you as long as space is available and they have the same pick up point and destination. The fare for companions is $2.00 per one way trip.

What happens if I don’t show up on time? (No-show Policy)2023-02-20T11:42:43-05:00

When the bus arrives, the driver will wait for five minutes for you to board and will then go on if you are not available. If you have not called to cancel your ride at least one hour prior to your pickup time, this is considered a “no-show.” Riders who have no-shows equal to or greater than 25% of their scheduled trips in a thirty (30) day period will be subject to a warning and possible suspension from riding. Should you be suspended, there is an appeals process which will be outlined in the suspension notice.

If I am visiting the area do I still need to complete an application? (Visitor Policy)2023-02-20T12:06:36-05:00

Paratransit eligible visitors from outside the City Express service area may use the Para Express service for any combination of 21 days of service during a rolling 365-day period beginning with the visitor’s first use of service. Visitors who wish to receive service beyond this 21-day period must apply for eligibility as a Para Express rider. Contact our office for an application.

 

What are the Rules of the Road for riding on the Para Express?2023-02-20T12:09:16-05:00
  1. Riders must be outside and approaching the bus at their designated pickup time, which can be up to one hour before your requested time.
  2. All riders must remain seated while the bus is moving.
  3. Smoking, eating, and drinking is prohibited.
  4. Riders cannot bring packages or luggage on the bus that they cannot manage themselves.
  5. Bus drivers can help you on and off the bus at a stop. They cannot leave the bus to help you into or out of buildings.
When does the Para Express operate?2023-02-16T09:42:01-05:00

The Para Express operates the same hours as City Express buses.

Monday through Friday from 8 a.m. – 4:30 p.m.

Where does the Para Express operate?2021-02-26T14:31:26-05:00

The Para Express will pick up or drop off customers within 3/4 mile of the City Express fixed route service.

Can I bring my service animal on the bus? (Service Animal Policy)2023-02-20T12:12:04-05:00

The City Express allows trained service animals to accompany para transit riders. The service animal must be under your control at all times and not pose a threat to the health and safety of other riders. Please let the dispatcher know if you will be having a service animal traveling with you. Emotional support animals are not considered service animals per ADA regulations.

 

Can I request a reasonable modification?2023-02-20T12:20:27-05:00

If you have a physical or mental disability that substantially limits one or more of your major life activities, you may request a reasonable modification to access the transportation service.

Requests may be made in writing or orally to: City Express Transportation Manager, PO Box 564, Keene, NH 03431 or cpratt@HCSservices.org or by calling 603-352-2253.

 

The ADA complaint form can be used to file a request for a modification.

 

 

Visitor Policy

ADA-eligible visitors from outside the City Express service area may use the Para Express paratransit service for any combination of 21 days of service during any 365-day period beginning with the visitor’s first use of service. Visitors who wish to receive service beyond this 21-day period must apply for eligibility as a Para Express rider.

Visitors may schedule a reservation for Para Express service by calling (603) 352-8494 or TTY 711.  Your eligibility for paratransit service from another transit service may be requested prior to scheduling your trip with the Para Express.

HCS Transportation Programs

Home Healthcare, Hospice & Community Services operates transportation services
in Keene, NH and periodically in surrounding communities.

City Express Bus

City Express

Public transportation for everyone.

Friendly Bus

Community transportation for seniors.

Para Express

Rides for people with a transit disability.

Medical Transportation

Rides to medical
appointments.

For information on VNA at HCS’s nondiscrimination policies regarding Title VI and ADA, including procedures to file a complaint based on discrimination, please click on the tabs below.

Go to Top