Proposed STAR Rider Guide Changes

May 13, 2015

Several revisions to STAR policies have been proposed to comply with the new federal regulations, improve scheduling and provide more STAR rides within available resources. These changes would become effective by July 13, 2015. 

A detailed discussion on all STAR Rider Guide revisions will be held during the Transit Advisory Committee's Accessibility Subcommittee meeting on Thursday, May 21, 2015 at 7 pm. The meeting will be open to the public and will be held at:

2100 Clarendon Blvd

Arlington, VA 22201

Room 311

The proposed changes are summarized below. 

STAR Pickup Procedures  

(see page 26-28 of the STAR Rider Guide)

1) STAR drivers will assist riders between the vehicle and the building entrance, as long as the building entrance is visible from the parked STAR vehicle. STAR riders would have to request door-to-door assistance when booking rides.

2) The STAR pickup window would be from 15 minutes before the scheduled pickup time to 15 minutes after the scheduled time. For example, for a 9 am trip pickup time, the STAR vehicle could arrive anywhere between 8:45 am and 9:15 am and be considered "om-time". The rider would be expected to be ready at 8:45 am. This is the same policy that MetroAccess uses.

3) STAR riders would be expected to be ready for departure no later than 5 minutes after the driver arrives. STAR would call riders 5 minutes before their pickup window (20 minutes before the scheduled pickup time) as a reminder. If the rider is not waiting when the vehicle arrives, another call will be placed. The vehicle will leave 5 minutes after the second call.

Cancellation and No Show Policy

(see page 40 of the STAR Rider Guide)

Clients would be expected to call STAR to cancel or adjust the time of their trip at least 45 minutes prior to the scheduled pickup time. For example, if the scheduled pickup time is 12:00 pm, the client would need to contact the Call Center by 11:15 am to cancel the trip.

Standing Order Trip Requests

(see page 20 of the STAR Rider Guide)

Clients would be able to request a standing order (subscription) ride for a trip that they use the same day each week. This doesn't have to be a round trip. However, the trip request must remain unchanged for a month, unless the ride needs to be cancelled.

Reasonable Accommodations

(see page 6 of the STAR Rider Guide)

A physician's note will no longer be required to request a reasonable accommodation under provisions of the ADA. However, a physician's note may be helpful in explaining the need for the accommodation.


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