Demand Response Services

1. Download the Paratransit Application(PDF, 557KB)
2. Complete Part A - Eligibility Questionnaire, and remember to sign the form on page 6 of 9
3. Have a healthcare professional who is most knowledgeable about your disability and its effects on your ability to use fixed-route transit service complete Part B - Healthcare Professional Verification

Mail or hand-deliver both parts A and B of your application to the following address:

ACT Assist

101 Camino Entrada, Building 1, Box 1, Rm 200

Los Alamos, NM 87544

Once staff have reviewed your application, we will call you to schedule an in-office interview at the Atomic City Transit Administrative office, 101 Camino Entrada, Building 1, Rm 200. Transportation will be provided to and from the interview free of charge.

We will make a determination of eligibility within 21 days of receiving a complete application. If we have not made a determination within 21 days, you will be considered unconditionally eligible to use the service until and unless ACT Assist denies the application. 

Many times we will be able to render a decision immediately after the in-office interview. More difficult determinations may require that a letter be mailed to you.

Plan Ahead

We take reservations up to 14 days in advance but they must be requested no later than 5:00 p.m. for service the next operating day. You may leave a voice message on weekends, holidays, or after regular office hours (8:00 a.m. to 5:00 p.m. Monday through Friday.) The earlier you schedule your ride, the better opportunity to get your requested trip without the need for negotiation for an adjustment. If your requested time is not available, you may be offered a negotiated time up to 1 hour before or after your request. If an available time within those guidelines is not workable for you, have an alternate plan for other transportation or for rescheduling at another time or day. Same day requests accommodated as space is available and are not guaranteed.

It is the responsibility of the customer to let the scheduler know if there are any special instructions needed at the pickup or destination, such as security gated entries, apartment building number, or multiple entries to large institutions. Otherwise, our drivers will pick-up and drop-off at the main entrance or designated/predetermined locations. If the customer fails to inform the scheduler of special instructions and the trip is missed as a result, it will be recorded as a “no-show.”

Plan Your Trip Carefully

ACT Assist is a “shared-ride” service, so you will often be traveling with other customers. Remember to allow for time spent picking up and dropping off other customers before reaching your destination and be prepared for the possibility of delays due to traffic or bad weather. For example, if you must be somewhere at 1:00 p.m., let us know and your pickup time will be scheduled on that basis. When scheduling a return trip, please consider any unexpected delays you may encounter. For example, if you expect to be ready at 2:00 p.m., consider asking for a 2:15 p.m. return time. It is better to wait a few minutes than miss your scheduled ride. The scheduler can help you determine the most efficient way to schedule your trip.

Allow ample time to finish appointments. This is needed so you will be ready to board the vehicle at your scheduled pick-up time. Be aware of opening and closing times at your destination to avoid waiting outside the building before or after business hours.

To Schedule a Ride

ACT Assist may be reached at (505) 661-4545, Monday - Friday, 8:00 a.m. to 5:00 p.m. You may leave a voice message on weekends, holidays, or after regular office hours. 

1. When making a reservation, please schedule a time for your return trip. Waiting until the last minute to schedule a return trip on the day of service could result in a long wait.
2. When making a reservation, please be ready to provide:

• Your name
• The date you wish to ride
• The number of passengers that will be riding with you, if any
• Your pick-up address
• The time at which you wish to be picked up (or, if you have an appointment, the time of your appointment)
• Your drop-off address
• The approximate time at which you wish to be picked up for your return trip
• Whether you will be using a wheelchair or other mobility device

The scheduler will give you an approximate time you will be picked up. This include a time will 30-minute window during which the vehicle may arrive. For example, if your pick-up time is scheduled for 8:00 a.m., the scheduler may tell you, “We will pick you up between 8:00 a.m. and 8:30 a.m.”

Please be ready during the 30-minute pick-up window, as the driver can wait only five (5) minutes before leaving for the next destination. Failure to appear and/or meet the vehicle will result in you being charged with a “no show.”

NOTE: ACT Assist will carry a wheelchair/mobility device and its user as long as the lift/ramp can accommodate the size and weight of the device and its user, and there is space for the device on the vehicle. ACT Assist will NOT carry a wheelchair/mobility device if, in fact, the lift/ramp or vehicle is unable to accommodate the device and its user, consistent with legitimate safety requirements.

NOTE: All companions and Primary Care Attendants (PCAs) MUST have the same origin and destination as the customer they are accompanying.

What should I do if I need to cancel my trip?

If you need to cancel your trip, be sure to call 661-4545 at least one hour prior to your trip. Failure to do so will result in you being charged with a “late cancellation.” A person who has a pattern or practice of no shows or late cancellations may be subject to service suspension.

ACT fixed-route buses, ACT Assist paratransit vehicles, and ACT Dial-a-Ride vehicles are ADA compliant and accessible by wheelchair/mobility device. Riding ACT Assist is equivalent to riding the ACT fixed-route system in that there is a scheduled arrival time for the vehicle, and you must be ready when the vehicle arrives. Also, there may be additional stops before reaching your destination.

Please remember:

• ACT Assist is an “origin to destination” service
• ACT Assist is a “shared-ride” service
• The driver may not make unscheduled stops
• If other customers get on or off the vehicle before your stop, you may need to temporarily move to accommodate these customers
• No assistance will be provided beyond the origin or destination building door threshold. If you require further assistance, a Personal Care Attendant (PCA) or companion should accompany you
• You may ride to/from any location in the service area for any legal purpose as long as a reservation has been scheduled

   

The vehicle will arrive within a 30-minute window of your scheduled pick-up time. For example, if your pick-up time is scheduled for 8:30 a.m., the reservationist may tell you, “We will pick you up between 8:30 a.m. and 9:00 a.m.” The vehicle will wait 5 minutes after it arrives at the designated pick-up site within the 30-minute window. For example, if the vehicle arrives right at 8:30 a.m., it will wait until 8:35 a.m. If the vehicle arrives before 8:30 a.m., it will wait until the window begins, plus the 5 minutes. It is your responsibility (along with your PCA or companion) to be available to board the vehicle during the 30- minute pick-up window.

If the vehicle is more than 15 minutes late for your scheduled pick-up time, please call Dial-a-Ride at (505) 661-4545 and a dispatcher may calculate a new anticipated arrival time.

Eating, drinking (including consumption of alcohol), chewing tobacco, smoking (including e-cigarettes), vaping, littering or listening to audio devices without earphones will not be permitted. Shirts, shoes (or equivalent) and other appropriate clothing must be worn. Customers should refrain from engaging in inappropriate/distracting conversation with the driver.

Please Keep in Mind:

It is our goal to provide the greatest number of customers with safe, prompt, efficient and friendly service. Therefore, we are unable to honor specific requests for the following:

• Specific drivers
• Specific seats
• A particular vehicle
• Specific routes with certain customers

Dial-a-Ride service is not offered on the following holidays:

• New Year’s Day
• Martin Luther King Day
• President’s Day
• Memorial Day
• Independence Day
• Labor Day
• Veteran’s Day
• Thanksgiving Day and the day after
• Christmas Day

Additional Dial-a-Ride service are offered on the following holidays when fixed routes do not operate:

• Juneteenth – 6:00 a.m. to 5:30 p.m. We will begin taking same-day reservations at 6:00 a.m.
• Indigenous Peoples’ Day – 6:00 a.m. to 5:30 p.m. We will begin taking same day reservations at 6:00 a.m.

Plan Ahead

Be sure to make your reservation as early as possible on the day of service. For the Morning Dial-a-Ride service, the earliest we will take a reservation is 5:00 a.m. For Evening Dial-a Ride service, the earliest we will take a reservation is 6:00 p.m. The earlier you schedule your ride, the better opportunity to get your requested trip without the need for negotiation for an adjustment. If your requested time is not available, you may be offered a negotiated time before or after your request. If an available time within those guidelines is not workable for you, have an alternate plan for other transportation or for rescheduling at another time or day.

It is the responsibility of the customer to let the scheduler know if there are any special instructions needed at the pickup or destination, such as security gated entries, apartment building number, or multiple entries to large institutions. Otherwise, our drivers will pick-up and drop-off at the main entrance or designated/predetermined locations. If the customer fails to inform the scheduler of special instructions and the trip is missed as a result, it will be recorded as a “no-show.”

Plan Your Trip Carefully

Dial-a-Ride is a “shared-ride” service, so you will often be traveling with other customers. Remember to allow for time spent picking up and dropping off other customers before reaching your destination and be prepared for the possibility of delays due to traffic or bad weather. For example, if you must be somewhere at 7:00 p.m., let us know and your pickup time will be scheduled on that basis. When scheduling a return trip, please consider any unexpected delays you may encounter. For example, if you expect to be ready at 7:00 p.m., please ask for a 7:15 p.m. return time. It is better to wait a few minutes than miss your scheduled ride. The scheduler can help you determine the most efficient way to schedule your trip.

Allow ample time to finish appointments. This is needed so you will be ready to board the vehicle at your scheduled pick-up time. Be aware of opening and closing times at your destination to avoid waiting outside the building before or after business hours.

To Schedule a Ride

Dial-a-Ride may be reached at (505) 661-7433, Monday - Friday, 5:00 a.m. to 6:00 a.m. and 6:00 p.m. to 9:00 p.m. Calls on weekends and holidays will not be accepted, with the exception of Juneteenth and Indigenous Peoples’ Day.

1. Service is provided as available and will be scheduled in the order received
2. When making a reservation, please schedule a time for your return trip. Waiting until the last minute to schedule a return trip could result in a long wait.
3. When making a reservation, please be ready to provide:

• Your name
• The number of passengers that will be riding with you, if any
• The telephone number where you can best be reached regarding scheduling and service
• Your pick-up address
• The time at which you wish to be picked up (or, if you have an appointment, the time of your appointment)
• Your drop-off address
• The approximate time at which you wish to be picked up for your return trip
• Whether you will be using a wheelchair or other mobility device

NOTE: Dial-a-Ride will carry a wheelchair/mobility device and its user as long as the lift/ramp can accommodate the size and weight of the device and its user, and there is space for the device on the vehicle. Dial-a-Ride will NOT carry a wheelchair/mobility device if, in fact, the lift/ramp or vehicle is unable to accommodate the device and its user, consistent with legitimate safety requirements.

NOTE: All companions MUST have the same origin and destination as the customer they are accompanying.

ACT fixed-route buses, ACT Assist paratransit vehicles, and ACT Dial-a-Ride vehicles are ADA compliant and accessible by wheelchair/mobility device. Riding Dial-a-Ride is equivalent to riding the ACT fixed-route system in that there is a scheduled arrival time for the vehicle, and you must be ready when the vehicle arrives. Also, there may be additional stops before reaching your destination.

Please remember:

• Dial-a-Ride is an “origin to destination” service
• Dial-a-Ride is a “shared-ride” service
• The driver may not make unscheduled stops
• If other customers get on or off the vehicle before your stop, you may need to temporarily move to accommodate these customers
• No assistance will be provided beyond the origin or destination building door threshold. If you require further assistance, a Personal Care Attendant (PCA) or companion should accompany you
• You may ride to/from any location in the service area for any legal purpose as long as a reservation has been scheduled

  
  

The vehicle will arrive within a 15-minute window of your scheduled pick-up time. For example, if your pick-up time is scheduled for 5:30 a.m., the reservationist may tell you, “We will pick you up between 5:30 a.m. and 5:45 a.m.” The vehicle will wait 5 minutes after it arrives at the designated pick-up site within the 15-minute window. For example, if the vehicle arrives right at 5:30 a.m., it will wait until 5:35 a.m. If the vehicle arrives before 5:30 a.m., it will wait until the window begins, plus the 5 minutes. It is your responsibility (along with your PCA or companion) to be available to board the vehicle during the 15- minute pick-up window.

If the vehicle is more than 15 minutes late for your scheduled pick-up time, please call Dial-a-Ride at (505) 661-7433 and a dispatcher may calculate a new anticipated arrival time.

Eating, drinking (including consumption of alcohol), chewing tobacco, smoking (including e-cigarettes), vaping, littering or listening to audio devices without earphones will not be permitted. Shirts, shoes (or equivalent) and other appropriate clothing must be worn. Customers should refrain from engaging in inappropriate/distracting conversation with the driver.

Please Keep in Mind:

It is our goal to provide the greatest number of customers with safe, prompt, efficient and friendly service. Therefore, we are unable to honor specific requests for the following:

• Specific drivers
• Specific seats
• A particular vehicle
• Specific routes with certain customers