Rules & Procedures
Passengers should wait at the entrance of their pick-up location and be visible to the driver.
In order to provide safe transportation for all LINK clients, County Connection requires all riders to use a seatbelt. Lap belts will be provided for individuals who use wheelchairs and do not have their own lap belt.
If you are traveling with a child who requires the use of a safety seat, you will need to bring the safety seat with you. County Connection LINK does not provide child safety seats.
County Connection LINK is a door-to-door service when it does not conflict with the following policy. Our drivers are not allowed to:
- Enter your private residence
- Take you beyond the front entrance of the hospital, physican’s office complex, shopping center, etc.
- Lose sight of their vehicle
- Leave the vehicle when other clients are on board
- Carry more than four bags of groceries or large, heavy packages per registered client (each bag cannot exceed 20 pounds in weight)
- Take individuals in wheelchairs up or down any stairs, steep ramps or inclines
- Go into rider’s pockets or purses to get fares or house keys
Drivers are required to have the vehicle in sight at all times. They will not be able to enter your private residence (this includes your garage) to provide assistance. Drivers will assist you from your door to the van. When door-to-door service could result in hazardous conditions to LINK passengers, staff or property, service will be provided curbside or at a safe, alternative location. Also, when door-to-door service could result in the possibility of missing passengers and causing confusion (such as at large facilities), service will be provided at predetermined locations.
County Connection LINK has an “on-time window” of fifteen minutes on either side of your scheduled pick-up time. In other words, the van is considered “on-time” if it arrives up to fifteen minutes before your pick-up time or fifteen minutes after. Passengers should be ready and waiting for the driver fifteen minutes prior to their scheduled pick-up time. This window of time on either side of your pick-up time allows for traffic and other unforeseen delays.
As a courtesy to other passengers, please plan to be ready early. The driver will leave five minutes after your scheduled pick-up time.
A personal care attendant may accompany a passenger free of charge if your eligibility determination states that you need one. An escort or guest may accompany a passenger and ride at the same fare as the passenger, provided that the attendant, escort, or guest is picked up and dropped off at the same point as the passenger, and there is room on the van. Please notify LINK at the time the trip is scheduled that an attendant, escort, or guest will accompany you.
Once passengers have boarded the vehicle, no changes can be made to the trip destination and trip times.
County Connection LINK service is a shared-ride service, which means that other riders with different destinations will be picked up and dropped off along the way. Your trip will take longer than if you took a taxi or drove yourself. Please be aware that you will be picked up and dropped off in the order that is most productive for the service.