Update: Proposed STAR Rider Guide Changes

June 23, 2015

Originally published May 13, 2015. Updated June 24, 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. The County Manager will consider all input regarding the proposed STAR policy revisions and set an effective date.

A detailed discussion on all STAR Rider Guide revisions was held during the Transit Advisory Committee's Accessibility Subcommittee meeting on Thursday, May 21, 2015 at 7 pm at 2100 Clarendon Blvd. Arlington, VA 22201 Room 311. The meeting was open to the public. There were 11 public attendees and 6 STAR contractors present, in addition to Arlington County Staff and the Transit Advisory Committee Accessibility Subcommittee members. The proposed changes based on recommendations from the Accessibility Subcommittee are summarized below. There was also opportunity for public comment during the Transit Advisory Committee Meeting on June 9, 2015 and the Disability Advisory Commission Meeting on June 16, 2015. The County Manager will consider all input regarding the proposed STAR policy revisions and set an effective date after the Transportation Commission Meeting Scheduled on June 29, 2015.


View the initial proposed STAR policy changes
prior to the Transit Advisory Sub Committee
Accessibility recommendations.


Transit Advisory Committee Accessibility Sub Committee Recommendations

STAR Pickup Procedures

(See page 26-28 of the STAR Rider Guide or view online)

1) Lengthen the pick-up window to 0 minutes before the scheduled pick-up time to 20 minutes after.

2) 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.

3) The pick-up window will remain unchanged, with 2 reminder calls. These calls are provided if the customer is not visible at the time of the vehicle’s arrival and 5 minutes after the vehicle has arrived.

4) STAR will try to contact the customer 10 minutes before the vehicle arrives. If the customer is not visible (outside, or at least opening your door to exit the building) when the vehicle arrives and parks, the driver will ask the dispatcher. The vehicle will leave 5 minutes after the second call.

Standing Order Trip Requests

(See page 20 of the STAR Rider Guide or view online)

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 or view online)

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.

STAR Riders who request a reasonable accommodation to not use a seat belt or shoulder belt will be required to submit a waiver of liability. This policy will emulate the existing Metro Access policy.

Public Involvement

(new addition to the STAR Rider Guide)

The Accessibility Subcommittee will have a designated 30 minutes time on the agenda at the September, December, March, and June meetings each year for STAR riders and advocates to comment on STAR service. Each speaker for this agenda item will be limited to 2 minutes per comment. This opportunity will be advertised in advance of the meeting on the STAR call center’s phone line message, in the rider guide, through STAR alerts and via the STAR Listserv.


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