VTS and its affiliates offer private or rideshare transportation services.

Private Transport – personal or individual use of a vehicle for an on-demand transportation service.

• Fees may apply

Rideshare Programs – are a form of shared vehicle transport where passengers may travel together to the same or similar destination(s).

• Fees may apply
• Some health plan providers may offer rideshare services to clients with qualifying medical appointments.

Rideshare programs provide access to sharded vehicle services to those who may not have access to individual car ownership.

Clients Rights and Responsibilities

Client’s Rights

• To have timely access to rideshare transport.
• To have access to ADA compliant vehicles.
• To be treated with respect and dignity, your right to privacy and the need to maintain confidentiality of your personal information.
• To have access to VTS Fraud, Waste and Abuse policy and report any possible cases of FWA to HHS.gov 1 (800) 447-8477.
• To have access to VTS HIPPA and Privacy policy and report any possible violations to OCR.dept 1 (800) 368-1019.
• To be free from any form of restraint or seclusion is being used as a means of discrimination, discipline or retaliation.
• To voice a complaint or grievance, either verbally or in writing regarding VTS services.
• To receive interpreter, translation or TTY services at no cost.
• To have access to minor consent services.

Client’s Responsibilities

• Clients are responsible for notifying VTS of any changes to their name, home address/pickup location, contact phone number or any other changes to their transportation needs.
• When scheduling transportation reservations, clients are to provide accurate information including appointment date(s), time(s), location and the duration of time required for the appointment(s).
• Clients are responsible for informing VTS of any trip cancellations or of any other changes to their scheduled transportation request(s).
• Clients are to provide 24-hour notice for all canceled transportation requests.
• Clients are to provide two (2) business days’ notice to make any changes or modifications to an already scheduled transportation request.
• Clients are to be on time for their scheduled transportation request.
• VTS recommends clients be ready 10-15 minutes before their scheduled pickup time
• Clients shall obey the rules and regulations set forth by the transportation provider during transport.
• Clients are to wear vehicle seatbelts or safety straps during transport.
• Clients shall treat VTS staff and our downstream providers in a respectful and courteous manner.
• Clients shall respect the rights and privacy of other passengers.

Notice of Non-Discrimination

Ventura Transit System (VTS) does not and shall not discriminate on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations. We are committed to providing an inclusive and welcoming environment for all clients of our staff, clients, volunteers, subcontractors, vendors, and clients. These policies apply to all applicants and employees, whether related to conduct engaged in by fellow employees or by someone not directly connected to Ventura Transit System (e.g., an outside vendor, consultant or client/customer).

• VTS offers interpreter, translation or TTY services for all clients at no cost.

Transport services

• Curb to Curb Service – Ambulatory clients that require NO assistance entering or exiting the vehicle.
• Door to Door Services – Driver and/or attendant shall provide door-to-door assistance for clients who cannot reasonably ambulate or are unable to stand or walk without assistance.
• Gurney Transport Services – Driver and/or assistant shall assist the clients from bed to gurney.

Scheduling Transportation

Clients may contact VTS at (805) 383-5544 to scheduled transportation requests.

Scheduling Department Hours of Operation

• Monday through Friday 7:00am – 5:00pm
• Scheduling dept is closed weekends Saturday/Sunday and holidays)
• Senior Go or Dial A Ride (DAR) services

Senior Go or Dial A Ride (DAR) Services

• VTS requires 24 business hours’ notice.

(Weekends Saturday/Sunday and holidays are NOT considered business days)

Non-Medical Transport Services

• Routine transport requests – VTS requires at minimum a two (2) business days’ notice from the appointment date(s) and time(s).

(Weekends Saturday/Sunday and holidays are NOT considered business days)

• Exceptions: Hospital discharge, Emergency surgeries, Dialysis and Wound care.
• If a client needs to make changes or modifications to an already scheduled transportation request(s), the client must provide VTS two (2) business days’ notice.

Clients Must Provide the Following Information:

• Clients first and last name
• Insurance identification number (when applicable)
• Clients home address/pick up location
• Contact phone number
• Appointment date and time
• Appointment location address, suite # & contact phone number
• (Round trip only) Duration of time needed for the appointment

Transport Inquiries

Trip Notifications –

• Clients will need to confirm they are electing to receive transport notifications from VTS.
• If the clients do not receive a reminder call or text message notification, VTS recommends the client(s) contact VTS.
• If the client(s) elects NOT to receive voice or text message notifications, the client will not receive trip notifications from VTS.

Driver ETA Inquiries –

If the driver is running more than 15 minutes late for pickup, clients will need to contact VTS.

***Note: VTS drivers are allowed a 15-minute grace period, to allow for unforeseen issues that may occur while in transit.

Request to change pickup time (return trip only) –

If your appointment is running longer than scheduled. VTS recommends clients contact VTS as soon as possible.

***Note: The adjusted pickup time will be based upon driver availability and there may be a delay in the drivers’ arrival time.

Carry-On Items –

• Clients may only bring items that will fit on the client’s lap or on the floor between the clients’ legs.
• VTS cannot guarantee there will be room in the vehicle(s) for extra-large items.
• Exclusions – the amount and size of the carry-on items may differ for Airport transportation.
• Additional fees may apply

Service Animals –

• Service animals are categorized as an attendant of the client.
• Service animals must always be under the care and control of their handler, or someone designated by the service animals’ handler. (i.e.: a caregiver, family member, case worker, etc.)
• VTS cannot guarantee service if the animal poses a direct threat to others, not under the handler’s care or control, or would fundamentally alter the nature of the goods or services provided by VTS.

(ref: Disability Rights California)

• Service animal involved incidents are the responsibility of the service animals’ handler or owner.

Multiple Transportation Appointments on the Same Day

Clients may schedule multiple transportation requests for the same date. The client will need to contact VTS for further assistance as each case may vary or may have unique circumstances.

Minor Consent form

A legal document that gives permission for a minor 12 years and older to travel without their parent(s) or guardian(s) present. Minors under the age of 12 yrs old must be accompanied by a parent or guardian.

Children Booster or Car Seats

California State laws require all children under the age of 8 years old to ride in a car seat. It is the responsibility of the minor’s parent(s)/guardian(s) to provide the car seat, install the car seat into the vehicle and strap the minor into the car seat.

Complaints and Grievances

All clients have the right to file a complaint or grievance when they experience dissatisfaction with VTS services. The client may contact VTS or the client’s provider for assistance with filing a complaint or grievance.